HomeMy WebLinkAbout _ 4.5(b)--Third Amendment to VertexOne Master Services Agreement GI �" Y � F
� � � ° � � � " � � CITY OF REDDING
REPORT TO THE CITY COUNCIL
MEETING DATE: July 18, 2023 FROM: Nick Zettel, Director of
ITEM NO. 4.5(b} Redding Electric Utility
***APPROVED BY***
�4..ry
�� � w� .. s.N,.��
, � -�°����
�k et e o� �rcctor�i9' e in r tric�Llt'rtity 715,`2��3 �� �}r ippin,Ci ��� �na � � 7/�0/2423
nzettel@cityofredding.org btippin@cityofredding.org
SUBJECT: 4.5(b)--Approve the Third Amendment to the Master Services Agreement (G
5860) with Orcom Solutions LLC dba VertexOne Business Services (°VertexOne")
Recommendation
Approve the Third 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 billing system for all City of Redding utilities, in the amount of$50,000 for
a one-time implementation fee and variable monthly fees; and authorize the City Manager, or
designee, to execute any necessary documents and amendments to the Master Services
Agreements with Orcom Solutions, LLC.
Fiscal Impact
Adequate funding is available within Specialized Services, included in Redding Electric Utility's
(REI� Fiscal Year 2023-25 Biennial Budget, approved by City Council (Council) on June 20,
2023. If expenses related to this effort are projected to exceed the approved budget, staff will
return to Council with additional recommendations.
AZteNnative Action
The Council could choose to not approve the implementation of electronic bill presentment,
paperless billing, and additional payment capabilities within the VertexOne Digital customer
engagement product and provide alternative direction to staff
Background/Analysis
Since 2014, Orcom Solutions LLC dba VertexOne Business Services (VertexOne) has provided
the hosted VXcis (formerly eCIS+) billing software solution. On April 4, 2023, the Council
approved upgrading VXeis to the VertexOne Digital product, a customer engagement tool, which
included VertexOne's newest expanded and more robust self-service portal offering customers
expanded aceess to detailed u�ility account information and insights in an easy-to-use form. It
also allows utilities to broadcast messages based on account information, offering an enhanced
eapability to communicate with customers proaetively. The upgrade also builds the necessary
foundation for future capabilities such as online billing, bi11 printing, and recurring credit card
Report to Redding City Council July 13, 2023
Re: 4.5(b)--Third Amendment to VertexOne Master Services Agreement Page 2
payments.
If approved, this contract amendment will build on the foundation created by the VertexOne
Digital product and offer customers additional billing and payment options, such as online and
paperless billing and recurring credit card payments. Providing a third-party option for the
printing and mailing of utility bills and collection notices will create an opportunity to refonnat
these items, which have not been updated since 1999. This wi11 give both the customer and City
of Redding employees the ability to see a PDF of the bill or notice received by the customer.
These upgrades are a11 currently available from other vendors but not currently offered by REU.
The vendor anticipates that the upgrades will be completed and available to customers within
nine (9) months of the contract signature.
EnviNonmental Review
This is not a project defined under the California Environmental Quality Act, and no further
action is required.
Council Priority/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
G5860 - Third Amendment- 2023 - VertexOne Software, LLC
Previous Staff Report -April 4, 2023, item no. 4.5(c)-Approve 2nd Amendment
C-5860 - Second Amendment-2023 - VertexOne Software, LLC
G5860 - lst Amendment - 2018 - Vertex Business Services
C-5860 - Agreement- 2012 - Vertex Business Services
T�J��}AIUB€�lDii�E����D��9E IV3AS�E�SERVSGE�A�RE€�lIE�T
This.Thir`d Amendment.to the f�ataster S�rvices Agr�ement G5860(this Amendmen�)is effective as of
July�,2(l23 Fay and beture�n VertexOne Software LE.0 f/k/a Qrcom Sa�utians,�LC("tt�rt�t�rt�"),and the City of
Redding{"Client"or"Biller"). VertexOne and Glient are sometimes referred to herein individually as�"Part�"
and cc�llectively as the"Parti�s". Capitalized terms-used.but not otheru,ris�defined herein shal4 have the rneaning
ascribed ta them in the Agr�em�nt�as defined befow).
I�EC6i`�4LS
1NHERE�S,Vertexan�and Client ar�parties to the Master Services Agreement dated-as of December�tn;
2012,as arnended(the"Agreer�ent")_
U�/HEREAS,VertexOne,ar�d Faneuil, Inc;{"Faneuil"}en�ered intan�issignmenfi and-,4ssumption Agreement
dated as o�February Z2,20'18(the"Assignment Agreement")wherein Vertex�ne irrevacab�y sa1d,assigned,
geanted,cQnveyed and transferred ttr Faneuil al!of Vertex's rights,title and in�eres�in and to Chat pc�rtion ofithe
Agr�emer�t ref���cf to the�aEl"£enterServices under�f�e figre�mer�rtand defegated ali duties and�bli�ations
r�lafed to the Call Genter 5ervices under the Agreement. Faneuit accepted such assignment and assumed all of
V�.rt��'s duties,liabiliti�s and abfigations reiated ta the Gall Center Services ut�d�r the�greement, and�gr��d ta
pay; perform and discharge;as�nd when due;�Ii of th�Call Center Services obligations under the Agreement
accruing on an�!after May 27th,2Q1�.
VVNEREAS,Vertex�ne and Client have agreed to amend;and modify certain terms and conditions of the
Agr�ement related to renewal of the Contract Term to be extendec!thrraugh C3ecember 315;2C127 in Arv�endrn2nt 1
signed May 18t'', 2028
W�iEREAS,VertexOne and'�lient have agreed to�rriend and rnc�dify certain terms and canciitions of the
Agreement re(ated to the upgrade ta the VertexOne Digitai pfatform in Arnendment 2 signed April 4,2023
1<1QW,THEREF{7RE, in cqnsideration of the premises and other gc�od,vaivabie,and binding consideration,
the receipt and sufficiency of which are hereby acknowfedged,the Parties intending ta be legally bc�unt�,agree as
f.ollows:
Exhi6i��-Invai�e Cl�ud Biller Agreemee�t to Master Services,�gree�ent
City of Redding agr�es to the Biil Presentment and Payment Services in the Exhit�it B further de�cribed in
Rttachment 3—Vertext7ne Order Form.
Attac6irssent 2-V�r��x�o-�e�C�t�1
The Parties�gree to implement Invaice Cloud's BiI1 Presentment and Payment platform Attachment 2—VertexOne
St�W.
At�a�hrner���—VertexO�e[?�der Farm
The Parties agree that the t}rc{�r Form in Amenc�ment 2 dated April 4,2023 is deleted in its entirety and replaced
with Attaehment 3—UertexOne t�rder Form.
, �,�'i€tEE6�lEf�T
�mendmer�t�cs the Ag�eerv�er��.,The Agreement shall be amertded to include the follcswing definitions:
� I
"Is�voice�toaad" means,Subcontractor{�0.1,used frr providing electranic bill paymen��c processing,
"6n�mSend" means,Subcontract�r Ric�:2, used for providing bi11 print&maiC,
1, �rroendr��r���o Sch�dut��-2.Sch�dule A-2 and A-4,sha11 be amended to inelude the follawring;
Adding Invoice Cloud's bill peesentment and pay�ent platform in conjunction with VertexUne's�awn Product
2, i�rn�ndm�nt to C3rder Form.Attachrnent 3—Vertext�ne Order Forrn wiN rep{ace the exisfing C7rder Form
and wf�1 go into effeet c�r�.the si�r�atur�date r�f this Arn�ndrr�en�¢"E��et�r.Farr�c E�Ef�ctiv��a�e"�.
IN WiTRlESS WHERfOF,the Farties have e�ec�rted this Amendment,�r caused this Amendmertt ta be
executed bytheir authc�rized representatives,as of the date set forth above.
�;I'I'�l"�F'��i�� �s
t�I��enaci��l C��rp�r��io�a
�ate�;. s.Zt�
�y;
�'�"�'E�'I'; 11����V��AS TC3�C�I2�i:
�3A �' �.LBe�/ �'
�;i����►���y
� EI�I�1.. 'Tii''I'C�1V, C�ft}� C:�eg°k �y;
�er�e�t������ �re I.I��
4la��d: ,20
�y� T�eith �'oe �er
'I'�x I�&IV�.; �6-3006422
EX�IIBIT B
fNVO].CE C1.;QU[a L3iLI,E�2�-1GREEMENT
1:T;,ic�atse�r��t�I�es#rictioras.Subject to execufi�n t�y Bilier ofihe Invoice E'�c�uti Biller�rc�er Form inuarporatin�;tliis
Agr�ccmcnt,such j�ivt�icc C'l���d t3ilicr Clydcr Fr�nn vcing attachcd licrcto and incorpc�rafcd hcrcin�y this rcfcrcncc, trivc�icc
C',laud laereby �canis Billei a non-excl�asiz�e;nan-t�•unsferable; wc�rldwide ri�l�i to use tlte Service deseribec3:on the Biller
t�icier FUrtn cuitil terrninatian as prc�vid�d liereiti, solely 1'€�r ilie rall�win�purpc�ses, and speciCtc�lly to l�ill an�i receive
payment fi•c�m 13iller's nwn ct�stomcrs, for Scrviccs that arc rcfcrcnccd in thc [3ilicr t7rdcr Fon-n. All rights al�t cxpress)y
�i•anCec�to Biller aae reserved by Inv�ice Claud and its licai�sc�rs.
L3illc�- an�i Vcrtcx(?nc ��ilf pi•c�vidc tn Invoicc Cl�uc[ all Iiillcr Data gcncratcd f�r I3illcr's CuStomcrs. Unlcss othcrwisc
ex�ressly �t�reed tc� in writing l�y Ir�voice �',lvud tra t11e cc�nti-ary, lnvoice C".lc�ud tiuill �rUcess all of R'rller's Cust�me�-s'
Payrncnt Instrumc»t Transactions rcc�€aircmcnts rclatcd tt� tl�c I3illcr I7ata and wilt do so via cic�tronic data trartsmissi�n
acc�rding lc}vur fc�rinals aiid procedr.tres tor eacli electronic 13ayment lype selecteai in ihe Biller€�rder Fortn. In��ciditioz�, �
E3illcr and Vcrtcx�n�will cxccutc all th'rrd-}�arty a�plications-and cntcr into all agrcomcnts rcc{uircd for thc Scrvicc watlaout
uiueasonable delay, includin� withc�ut liinitation Payn�eut Processix����•eements and inercl�ant agreements-that ma}�be
requir•cd upnti implcmcntatian,�r latcr at such timc as thv Scrvicc��cratcs with diffi;rcnt�r rmt�ltiplc paymcnt proccssc�rs.
Tiirc�ugliout tl�e Tei•iri ofithis Agreetnent,for"`lnvoace Ty��es''Hstecl<>n the 13iller�rder Nonr�(e.g.,real estate taxes,utility
bilis,parking tickets,ins�rancc prcn�ium,loans,ctc_),I3ilkcr�nd Vcrtcxt)nc will not usc thc crcclit carci praccssing,A�;H or '
check�rocessing of any bank,paymeni processor,entity,cirpei•son,other tlian Invoice Cloua�ia eleLlrotaic tiata ir�nsmissiotl
or thc authorizatiou for proccssin�oi:Billcr's Ctlstamcrs' Faymcnt Inst��incnt fi�•ansactions;for cach cicctrouic payancglt '
mcthod scicctcd in�thc I3iticr Ozdcr Form,•
Biller atid VerlexOne shall not: (i} license, sublicei�se, sell, t�esell, iratisi`er, assi�it, distt�ib�Gte or cxther�uise catnniercially
cx�loit or makc availabic to any tlzird �arty thc Scrvicc in any way;{ii}inodify or rnakc dcrivativc v✓a�rks b�scd u�on thc
Service;(iii}z�ecreate;"�rarne"ar'"mirror"any portion of tlie Service aii any olhet server c�r�vireless or Tnternet-baseci device;
(iv)rcvcrsc cnginccr or acccss thc Scrvicc;c7r{v)co}�y any fcatures,fianctionfi nr graphics��f�t17c Scrvicc.
2. Fr%�a��r & ��c�r�'rt�. Invoice Cland's pcivacy and securiEy poli�ies �aay l�e: viewerl. �t'
http:lluP���v.it�vc,icc�cirz�tci.c�o�nli>�ir�wac .tatz�ll. I»vc�icc t;loud rescrvcs thc rrglit ta modify its}�rivaoy ar�d sccurity policics in
its reasanatile discretion I'rom li�aie t�licne which modifi�;aiion shali uut t�aaterially adversely iiupact such palicics. Invoice
C:1�ud will maintain cc�mpliancc with cttrrcnt rcc�ttircd Paymc;Jtii Card tndustry(PCI)standxrds and C>lydhaldcr Infonnatior�
Secut�ity stanclarcis.
3>Account lnfarmation ar�cf:�Ata, lnvaicc Gloud docs not andwilt ncat own.any(`usto�ncr C)ata,in thc coursc uf pri�vrding
tlie Service.Bilter anci Vertext�zie, tint Iilvvice Cla�tt�, s17a11 have s�ale responsibiliiy Cor tlle accuracy, quality, integrity;
legality,arld reliability af,and obtainin�thc intcllcchial praperty ribhts to ia�c and�rnccss atl Custamcr Data: In thc cvcnt
this�greeinenl is termii�afed;Invoice C1oud�viIl znake availa�l�to F3iller a�id Vertextttae a i`ple ai`Che C:usCoiner Data(la tl�e
cxtcnt that lnvnicc C.lc�ud is�crmittctl to providc}�tirstaant tn ap�rlicablc law and F'�t-pSS standards), witliin 30 days c�t
terminaiion vCihis A:�;reement(ar at a laker tiPne if required 6y applicable law),irBilleror Vertext�ne so rer�uests at the iirne
af t�rmination. [nvaicc Cloud�vill�•cta�P�Gustomcr Clata for a�criod froan it�crcation for thc timc framc tl�at is ligtcd in tl�c
13iller C)rder under"Clata Ketenlion",ai7d re�erves the right i<7 remove and/t�r tielete rer�lainiizg C,'ustc7mer I�ata nc�les�ll�an
60 days aftcr tcrm7natio�l ar cx�iration cxcc;�t as prc�hibitcd by applicat�lc!aw or in thc�vcnt�f cxigcnt circumstanccs.
4. �an�ic�er�ti7fi[y/�ntellectuai�'raperty ea°ship. Invoice C'loud agrees that it rnay be turnished with crr otherwise
have access tca Custotner I)ata tliat the Biller's custoiiiers can�ider cotitldentizl,Invoice Cloud a;rees to sec��1`e aticl protect
tl7e�'ustc�mei'L)ata in a manner con5istent ryvith the mainCenan�e df lne��oice Cloud's c�wn Con�dentia(]rif�rnt�tia��,using a[
leasi as �;re�t a tie�;r�e of wate as it uses ta mainiain the c:at�L'idez�tiality ot i€�c�w��conf�dential iti�'ortzxatian,but iti nc�eveut
lasc Icss than ccsmmcrcially rc:a.5onablc mcasures. Invc�icc C]�ud w'rll not scll,transfcr;}�ubli�h,di�closc,crr��thcrwisc m�il�e
av�ilable 4�ny�ortian Uf the Customer Dat�to il�irci parties,excepl as lxernailted usider this�1gi�eeme�t c�r required to peil'orin
tl�c Scrvicc or�thcn�isc rcqui�.;d by applicab}c law.
Inv�iee Ciauci(and its licens�rs,where applical�le)�wns all riglat,title and interest,includin�*allrelateci Inlellectual Prcaperty
Rights, in.aticl ta tlYc Invoicc Claud Tcch.nolo�y, t1�c Cantcnt and thc Scrvt"cc and �ny cnh�ncc�n�nt rcr}Ucsts, fccdback,
integration coinponents,su�;�;estions,i�3eas,and application p�agratniuing iuterlaces,recommendati�ns or othei information
prt�vidcd Uy[3il lcr nr Vcrtcx()nc ar any otl�cr�arty rclatin�foxhc Scrvicc. in thc cvcnt an�sucl�intcllcctu�i�r��perty rigl�ts
i� the Invoice Cloucl Tech�c�lo��, the Conlent or the Seiviee da nat fa11 witliin tlie s�aeciL'ically enuiner�ted works that
constitutc �tarks lnadc fc�r hir•c undcr applicavlc cc�pyrigl7t laws i�r arc dccmcd to bc owncd Uy lnv�icc Cloud, I3illcr ancl
Vei°textJne liereby irrevocably, expressly �nd auxomatically assi�n aIl right, title and interesC worlclwide fn aticl ro such
intcllcctual:pr€�p�.rty rights tc� Invc�icc (;}atid. Thc Invnicc G]s�ud iaarr�cr thc tnvoiec Clc�ud,ioga, and the product nar,ncs
associsateci�vith the�"SGrvice sire tradetnarks of In�oice�:loud ar t�air�parties,and nta rigl�t or license is granted to use iliem.
I3iller ancl�crtex�nc agrcc that durin�thc cnursc �f usrng nr gaining acccss to thc Scrvicc(c�r ct�mpt�ncnts thcrcofj thcy
inay be furnislaed tivi[h oc otlierwise h�ve accetis to iziTc�rulatioti that Iuvoice C:lcroua considers�t�be coiifidenlial inclutling bu[
not IinlitLd te� lnvoicc Cloud Tcchncrlc�gy, tho A�rccmcnt; cust�mcr and/or prnspcctivc c�•ttste�mcr informat'ron, ��roducf
featui�es and pla�is,tilie inarketuig/sales callaferal,przcin�and ivaancial infortnatiau or the partie.s duhicl�are 2iereby deemed
to l�c I�ivnicc Lloud Ct�nfidcntial Inft�nnatitan,c�r any othcr iriformatian that h�y its vcry naturc constitu'tcs informatinn c�f a
type thai a�zy reasc��iable t�usiness pezson ���c�ulcl c;c�ncluc�e was intenfled by Imroice Cloucl to be trealed as proprielaiy,
confidcntial;orprivatc(t�rc"�onfiticnfi+a9 TnfomAation"). 13illcr arsd VcrtcxC?r�c agrcc tn secure and protect the f;onfiduntiai
Inforn�atinn i»a manner can:sistent witl7 tl7e it»ir7tenance af fnuoice t�loud's rights tl�erein,usirig at least as�teat a degree
af carc as it uscs tc�maintain thc cor�fi�cntiality of its c�wn canfrdcntial information,but in nt�cvcnt usc Icss than rcasonablc
effarts. Biller and Vertext�ne «ilI not sell, transFer, publish, disclose, or otherwise mak� available any porlion af the:
C:anfidcntial Infonnatic�n of thc utl�cr parry ta third �art'res (and will cnsurc that its cm�,loyc;c and agcnt� abidc by thc
requirelnenis here�l),except as expressly aathUrieeGi ia� tliis A�;reemenl c�r c�therve�ise requireti hy appli�a}�le 1a�v.
5,�illin�.Invoice(:loud tees for the Seiviee are pa•<7vicle�3 an the�iller Orcier Farill:Inv�ice C'loud°s lees are excTusive of
all taxes,levies,or ciuties imp�aseci by taxing authorities,Invoi�e C'Iou�j may assess and/or coilect sucli taxes,levies;c�r ciuties
against Uerte�One and VertexUne s�iall be responsible for payinent of all such taxes,levies,or�ttties,exchiding only TJnited
States(Led�ral c�r sGale�Laxes based.solel.y c�n In,vc�ice C>laud's'ttt�;om�.Ali pa}�ineni obligaticans are�ither.autc�c�ebiled Cro�.
thc bar-sk acc��unt cics'ignatcd by Vcrtcxt?nc and/or C3il;icr c�r payablc an rcccipt af i»v��icc from invoicc Clnud,ar�d arc non-
cancellable,and all atnouzats or fees paici are non-reLundable.Unless Invoi�;e(�louci iai ils dissreti�n deterinines otherwise,
all fees wili he Milled in U_S. dollars. II'I3iller or VerlexGne helieves thac t3iller's nc and VertexOne's res��ec;tr`�e t�iil c�r
paytnenl is incorrect,Biller ar�VerlexC�ne(as�ipplicable)rncist provi�ie writteil notice i�Invoice t;1nGi�i withitl(i0 days ol ihe
ear•lier nf`the invc�icc date, �r thc date of}�aymcnt, with respect to the an�ount ist questicsn to bc eligible t� receive an
adJuStm�nf:at cr.edii�oll�erwise such biIl ar�aayinent is deeine�i correct. Invoiue Clouci reserues lhe ri�:ht to m�acii�'y priciz��;
with res�7cct t� applieablc fcc5 to bc}�aid vndcr this Ab ccmcnt; at any timc u�ao»thirty day�writtcri naticc tn [3illcr and
VertexC}ne:a�based on inci`eases i�icurred by I�7��oice C:luuci r�t�Netw�rk Fees�i'atn cret�if card�t�cessels,6anx cai•d issuers,
payn7cnt as5�ciatic�n5,,4CH and cllcck proccsscrs;c�r b}rf;rluiing thc Tcrm,thc avcra�c crcdit card��ymci�tproccssed by
Ii�vazce C:Icru��Lor<�ny il�ree(�)c�tisec>utive m�izih�eriod exceeds 11-0%o�'the r�verage Credit t:ard Trazlsaclian$specireci
on thc corres�sc�nding Invoice Plrametcr Shcct(s);tn the extei�t that lnv�icc Cinud incurS inerea�es in Netwcark Fecs.Invnicc
C.lo�ac�, on at lea�t _i0 da�s wxitten nt�tic� ta B:iller,�t�ay alsa i�crease.:any or all Cees rei'eren�ed in the Biller(7rtier FUrm
(incltiidirag any lt�voicc Paramctcr Sl��cts), by no n�orc than the grcatcr of(;['I fnr tlroc prcccding period or 5%,,}�roi�idcd,
hov��euer, tlaat such uYcre�ase r�lay t�ot a�ply ciarin�tl�e Cust�eai°aftei•i�e executia� �iate c�ftlleBiller C�rder Forrt�anc�inay
not accur rnor�than rsncc per yc�r ihcrcafitc��.
G.'9'eri�and Terpnin�ttioa�.Tlae initial tei•m-crI l��is A;;reeinent shall c;Uminence as al tlze exe�ution dale Ul ilte Billel'E�rder
Form and continuc tl�rou�h I�ccembcr 31, 2027 (thc "Initial Tcrm"), iuzicss tcrmiuzted c�licr in accordancc with tliis
Agr-ccmci�t e�s•othcrwisc anicncicd by agrccmcnt of all'partics: Tl�i�A,b ccmcnt may rnitially rcn�w for thrcc{3)ycars;and
thci•c�ftcr rna.y bc rcn�wcd for s�ic�:cs�ivc c�n�(1)yc�u�reta�w�l ters��s(eacla;a`•Rene�ral Ter�a")lay m��haal a�zeetn�tat�af tne
partics i»writin�at;lcast r�nc hundred and twcnty(1?0)days�rior to thc cxpiration of thc Initial Tcrm ar any 12cncwal Tcrm>
as applicable,"Teriai"as ttsed lierein sl�all inea�a t�ie i�iitial Terin auci any Rene�val Tert7i. Tliis�greem�nl may be termit�ate€3
by either party with cause in the event of 1 material breacl�of tiie terms of this Agrecmcnt by the c�tller party�nrJ th�breaLh
remains uncure� for � peri�ci af�0 c3ays f�ilowing receipt of wrilten natice by the breachin�party. Upc�n any early
tcr�ninatini7 of this Agr�ccment by l��voicc Cloud as a result af brcach, l�illcr and Vcrtcx�nc sl7all rcmain Nal�lc fc>r<Lll fccs
�nd claarge� incurreri, and aal perio�iiu fees awed Q��u�la tJle end Ul ihe calenciar mauth follawita� tlae e�'fective d�te o['
tcrminatic�n.ITpon�ny tcnninatian or c;x�iration of this A�-ccmcnt,Biilcr's and Vcrtcx4)nc's�asswords and acccss�vill bc
ciisable�ari�i F3iller anii Vei�texOne will be ol�li�ated ta pay tlie balance ciue on Biller's accv�znt:lnvaice C.lvud may thar�e
such unpaicl fees ta the barilc account designated by VertexOne and/or 13iller�r athcrsvase invvic�VcrtexQnc f�Y s�ach ttn}�aid
lees,
7,liyvoice�.'toud �es�an�ibilities, lnvoicc C;loucl rc}�rescnts and war-ranis that it has thc Ic�al pawcr and authority tc�cntcr
inter lhis A�reement:Invoice Clauci warrants ll�ai ihe 5eruice wi11 inaterially perfarui the l`unclions thal 11ie T3iller has selee:led
�n tlie Biller Qrcier Fo1-zn anci the Itiuoice Clouci Statemen[of Wnrk, aLtacl7ecl 1lereta and incorpaiateci herein l�y relerence
(thc ``Inv�iic C.Ic�ud �tatc7�7cnt nf W�rk"), undcr nnrrnal usc and circumstanccs; and tl�at ]r�vnicc C'loud shall use
commercially reasonable uze�sures�v'tth respect to�:ustamer I)ata to the extent that it retairis suc�,iii tlle aperatian oi the
Scrvicc;�rovidcd, that 13illcr arnl �''crtexQne shatl r�tai�taiz�icitmcd'zatcLy accessiblc isackups,of tl�c(;"ustamcz IJata(to the
exlexzt 11iat Bi11er or VertexOne i�permitted pursuant to applicable law atzcl PCI-L7SS standarcis).In adciitinn;�voice Claud
will;at r`ts own cxpcnsc,�s tl7c salc and cxclusivc rcmcdy with respect to perfonnancc c�f thc Scrvicc,corrcct any Tran�ac;ti�n
Data to tlie extent tl�at suclr erx•ors}�ave heen caused by Invvice C;lvud az•by inalfunctions of Invaice C'louci's process�n�
systcros_
8. I.iin�tet� �Varr�n#y. EXC'EPT E1S PR�?UTDEI} IN SE�:TICJN �, THE SERVIC.E �ND f1I,L C'(:?NTENT �1:ND
TRA�ISAC�'TIt�N C)ATA IS F'R(�VIi�E[7 WITHt?UT ANl' rXl'[tESS, C)R IMPLIED WARRANTY, INCI�Ui?INC�,,
WIT�-It:1UT LIMITt1TION,A�1Y IMPLIED�r�12It�1NTY C�F MERC'H�NTABILITY,PITNESS FOR f1 PAl�TICULt1R
PtJRPf7SC; A1V1? ALL (?'THER WARRA�lTIES ARE HEREE3Y DiS�LAiMEiJ Tt7 THE MAX1NlU1vt EXTENT
PERMITTED BIT APF'LICABLE Lt-1W BY INVUICE CLUUI}ANL?ITS LI�'ENSC?RS f1Nl�PA4'MEN'I`PROC;ESS�)RS.
11VVt71CF t"L;OU1� AN[7 ITS LI(;ENStJ�RS A�Ia PAY�9ENT Pf2.t?C:'BSS()RS I?C� NbT R�PRESEN�'E7R WARRi�NT
TIIEIT (A) THE tJSE C?F TITE SERVIeE WIL:L BE UNINTERRUPTEI) UR ERR.C�R-FREE; OR OPEREITE IN
C(7MI31NATION WITH ANY {)THCR HARDWARE, SC}FTWA-RE, SYSTEM C)R [�ATA, ([3) THAT THE SERVIG�
WILL N(�T EYPERIENCE T.�ELAYS IN PRCSC:E�SINCT C�It PAYINC�, C�R (C} Tf�E SERVICE WILL MEET
REC�7IJIREMENTS�JITI�R�,�SF�C.T Tt?SI�?E C?�2 Vt7�,UivdE.Tnvcaice:Clnud's sen�ice may ba subject ta liinitatic>ns,delays;
and�ther prot�le�ns inlierent in tlie use of ttie intei•net anci eleclranic cointnuuicati�ns. Invvic�clou�i is not responsil�Ie r�r
airy�elays,delivery tailures,Ur othe�•dania�;e resulting rroin such prablems.
9. 63iiler's 12cs�sc��si�iiiit�c�. I3�illcr rcprescnts and warrants that it has thc lcgal �r�wcr a�d attthorrty tn cr�Cer intc� this
Ag1•eemerlt.Biller 1s responsible for al1 activity occurriug under Biller's accotuits and s�iall abide by alI ap�licable laws;,and
tc�ttlations i�_conncction�x�ith I3ilicl-'s an�l/c�r its custc�mc�rs' an�tlnr anV��aycrs'nsc c�f thc"accrvvicc,in�luding.th�sc rc:latcd
t�ciata privacy, cc�mmunicatit�ns;ex�orl ot iinport�i�dG�ta and the ti�ansmissit�n ol tecluYical;persUnal c�r otlier ciata. Biller
rcprescnt5 and warrar�ts that [3i11cr:ha5��ot falscly iticntified itsclf nor providcd any falsc infarmatian ta gain acccss tc�thc
Serviee anc�that�illez`'s L�illing infounati�n is cUrrect.Biller sl�all:(i�natiiy in��oice Glaud imniediately of any unauthog•ized
tasc c�f any passwnrd vr acc�t�nt �r �ny c�thcr known �r suspccteci'brcacli nf scctarrty; f ii) rc�rart tc� tnvoicc Clc�uel �nd
immedi�tlely stop auy copying or distr•ibution of(;t�ntent tllat is icraawn or suspected to be unautliorized by Baller or Biller's
Uscrs;�nd(iii)al�tain canscnt fr�m�ill�r's custoincrs ancl paycrs kc�zcccivc notific�titax�s anc�invoiccs#rr�zn Inuoicc Clouci.
Invoice C:l�c�ci is not a•espousible for any E3iller pUsiitzgs in errc�r tiue to deiayed nntireatiUn fronl credil c�rd prUcessc}r5,
A("H, b�nk and c�thcr 1-clatcd circuntstanccs. I3illcr agrccs and acka�t�wlcclgcs that in thc cvca�t tl�at t3rllcr has acccss tn,
receiVes frc�ui, creales, c�i receives pratect�d I�e<illli infarinalian, or Bi11er has aceess io; c;reates;receives, rnaintaius or
trarismits on bchalf rif eFcctronic �rotccted ficalth inforrnati�n �as thc�sc t�s arc dcfiv�cd t�ndcr tf�c+�riv�cy €�r sccvrit}T
re�ulalions issued pursuanl ta the Health Insur-ance Po��kal�ility and AccountaUilit_y Act nf J 996(°`I3IPAA")tind Subtitle T)
of tI1e Hcalth lnfon�aiion TcchnaLogy for �.conc�mic aud C:Einical ti.calth�ct pzovisions of.tlic �r�rican Etcc�vci}� aud
Reinvestmeni Att c�f 2Qb9 ("E1I�R1�''}, d�n-in� tl�e i�ert•f�rr�7ance un�er t1�is Agreement, it will coznply wiCh all sucli law;
rcgulations and n�1cs xcBatcd tl�crcto.
Biller ks rec��u'ed t�ensure ihai it tnau7taitas a fair��licy wiEl�:re�;ard ta ihe refand, retw n c�l•c;�ucellatzon af payznetxt foz�
services and adjuslmeni c�f Transaclivns. Biller is alsc� requu�eci la disclose all reCund;relurn and t;ancellatio�i policies to
Invc�ice �l���ci anrl anY aPplicable payment pr•�cestior�s anei L3ilier's (;usic�n�ei�s, a� t�ec�uested. Any clia»ge an a
retut�nlcancellation pc�licy must be submitie�i to Invoire C:loud,in writitig,nc�i less than�1 days prior tca ihe effeclive d�le of
such c;hangc. lf I3illcr alis�ws or is rcquircci t�provicJc a pricc,adjustmGrlt,c�r ca�tcc112tion of scrvic;cs in conncction with a
Transaction previously processed, F3iller tivill prepare and deliver to Tnvoiee C:loud Trat�saction Data reflectitig sueh
refundlatt}ust7�tcnt within. 2 days of_resc�lutiort of tllc �cqucst result�n� in siaett refundlac-�justmcnt. 'Fhc arncsunF cr�`the
rei�uti�i/acijustanent cai7nol exceeci tl�e atnount sliawn as<lhe talal an tlie c�riginai Transactiot�DaEa,Billermay not accept casli
ar any c�t{rcr�7aymcnt nr cnnsrdcratican frartr a Cust�t�cr in rcturn f�r�7rcparinb a rcfi�nd to b��3�laositcd to thc[;i�stc�mcr's
accUunt;nr�r anay Billel•�ive casl�/cileck iel'unds to a C:uslatner in conneclir�n witli a Transaction previously pracessezi l�y
crctiit card,dcbit card,ACH,c�r othcr�lcctrc�nic paymcnt avctl�c�d,ttnl�ss rcc�taircd by a�plicablc law. 13illcr and Vcrtcxt�nc
shall coo�erate witli In�oice �:laird to eFfect� Citnely Impleinentatioil t�y Biller ancl Vertexf�ne alloc�turg srrfficient and
p�-operly trai�ted persaau7cl t�stz����-t tl�c implt�et�tatit�rr�Sroeess�nd f'ts�ly coe�pe�atin;;wi�h[�uaice Glc�ud�nd by scct�rat�g:
t17e c�aperatit�n of R�ller's soltware and service �rouicier� and provic�ing to Invaice Cloud tl�e iaiformation required t�
uite;ratc with Biilcr's billing;(:1S and otltcr a}��licablc systcm:�.
10;Iude►nazifac7tion.InVc�iee C;loud shall indemnily a.�1d hoid Biller and Biller's etiipioyees,attari7eys,and a�ents,l�ai:inless
fi��in any l�sscs,liatailitres,an�l damagcs(including,without li�nitati�n,I3illcr'�cn�t�,and�°clsonablc;attomcyS'fccs)a�7sing
out crf: (i)failure by Invoice Gloud to'implement cammer�cially reasonat�le measures against the tl�eft of C,ustainer Data;or
(ii)its tatal fai��tt�e tsa dcliyer:f�tnds pr�ecssce�k�y Fnvaice�loud as reqt�ircd h.crc�r�€ier;�which rel�tes to payns:enEs dtte froni
Invoice Cloud 1`or Tlansactioti data).Tliis indernnificatioti floes not apply to any clai�ai or conl�laint relating to BilXer's failui•e
to rc�c�lvc a}�aymcnt dis}�utc conccn�ing dcbts owcd to I3illcr or I3illcr',r�c�ligcncc or willful miscandu�t or violati�n of
any applicable agreement or law:
11.F'eea.
In�>oice CIa�td��ill char�e Uertex(Jne andfc�r the pay�r,payment transacticxn anci other fees as pravicIeci irr the Billar t�rder
F«rm. In addition, Invcricc C';I�ud will chargc thc fccs sct forth on thc [3iflcr C?rdcr Fnm� f�r thc initinl platFvr-m sutu}>,
cc�iifiguratic�u>implementation atici lntegraticin�vitlz Biller syslern(s}oL its st�nciard ServiGe as set forth in the fnvoice C>lc�uci
Statc�ncrit of War•k(thc"Im}�Icmcntatio7i").Irtavoicc Clouci rescrvcs tl�c ri�ht ta also clr�r�c far changcs arid additions t�thc;
Isnplementation, and for any requesls by Biller Tollowi�i� llie i�npleznenlation whict�ai•e agreeci in writin�;by the partie5,
incltlding witl�out limitati�an for thc fallawing scrviccs;at its ti�e,n sta�zdard ratcs:
� Cusl�tn develcrpment and teat«res wl�ich are noL slaled in tlie Invoice Cloud Stateinent of Work atid Biller Urcier
�c�rm, attd changc rcqucsts and rnadifications tc� cxisting�riatfc�ntt fitncti�n�lity nc�t statcd in thc (nvc�i�c �:loud
Statemcnt c�t SUork and I3ilfcr C}rdcr Fcarrn;
a Additionzf intc�ratic�ns c�r intcgration mod3frcatlons aftcr thc C;o Livc Dat�tl�at arc not prvvi�cd for in thc I3illcr•
t�rder�orin�i-Invc�ice C'.lnuci Statiement of V�ark;
� C��g�es to laill�resenk�ent{web ans�F�F tern}�ia�es),bi��i�tg systern i�legrat'i�ans,an�ather�exv��e cn�p�nents
cc�ded ar confi�ured to Billex's speci&lcations aftcr I3illcr has siQ cd off on thc rclevaa�t spccif�cation c�r Scrvicc is
livc;
� C'ustom tlat�cxti•�cts and f'tic rcqucsts th��t arc not�art c�f thc-lmpicmcntativn sig��cd c�ff on by both}�articsa�nd
« Data convci�sian r7c�t li�tcd in thc invc�icc Clc�ud Statcmcnt c�f W�rk,c�r rc;�ctitivc rc-I�adir�g�f t3ata duc to I�illcr
errar.
12,« I,ipnit�tioia af Li�Uility. INV41Gli C;LODU'S ACCiKL�iATL's UAI3ILITY SNALL BL [,fY TQ ANll NOT�XG�LI?
TI�E�MC)ITNTS �iC;TIJAI;LIr P�IID BY"AND/ClR DUE FRC�M BILLER IN THE TWELVE (12) MC�IVTH PERIC�ll
IMMED[ATELY PE2ECEfJIiVC, THE EVENT C;IViNC; R1SE Tt7 SUC'H CLAiM. thl NC? GVEIVT SHALL INV(}1GE
C:LOLTD 1�ND/nR ITS LICENS(�RS BE LIABLE TCa �NYONE PcaR �NY INDIREC'T, PUNTTIVE, SPE�IAL,
I:XLMFL,ARY, IN(:IpCi�lTAL, Cl7NSEQUGNTIA�.{IN(;LUI�IN�i LOSS C)F [7ATA, R�VEIVUE, I'ROFITS, US� C)R
O'T�-IER ECt3hIOMIC�iI)VANTAGE}DANI�.GES AItISING GUT OF,€3It IN ANY WE1Y�€�NNEC'1'�I?WITFi TIIE
SG-�VlCH, L,VGN tF TNL i'Ai2TY FRC?M WHtCH SUCH I�AMA(;ES Ait'E i3EINt; S(7UGHT OR SUC'H PARTY'S
LIC,ENSORS I-T�tVE BEEN PREVIQUSLY t�llVISED OF TIiE PUSSIBILITY t�F SU(;PT I)f1M�1GES: C'ertaiai states
aiid/or jurisdi�tions d�nc�t al(ow tl�c exclilsion of im�licd zvarr�ntics or limitation�f liabiliiy fc�r incidcntal, ccroscqucntial
or ceriain otker[ypes oCddma�;es,so the exclusiorls sel rortli zUove may nc�t appiy to Biller.
13. �xport€:antrol: I3il}cr anel Vcrtext�nc agree to cor-n}�ly witl� �Initcd State� cx�art cantrt�[s administcred 6y thc U.S.
Deparitnent nf C.'ammerce, tfle IJnited St��tes I7epartment cat"Treasury �t'rce of Foreign Assets Contcol, and otlier U;S.
agcncics,
�4. IVotice, Gither party may give n�ticc by cicctranic mait fo;thc ofl7cr�7arry's cinail address(for F3illcr, that acldress o�i
rec�id c�n the Biller(�rder Forrn)or by iuritlen communicalian sent by first class mail or pi•e-paid�nst to tlie other�arty's
acltJress o� rccord in I�zvoicc Clouti's accoiailt inforinatioi7 ti�r [3i1(cr; and for Invnicc Clnud; to Inv�icc Clcaud, Inc;., 30
Braintiree H't}�(7f£'ice�'�rk;�iutt'e I�l,Brai�tree,N��42I84 Atte�tion:Clie�€zt Servrces or E�eli�c�e:sE.tr i��vci�cec:�cauci:coin. Steeh
noticc sh�ll bc dccmcd to havc bccn givcn u�nr�thc c�piration�f 48 h��trs af�cr mailin�or pastin�(if scnt by first cla�s n�ail
Uc•pre-paid past)or 1'?3tc�cu•s aller sendin�(il seni�y email).
i�.rSssi�nnte'�t>Tlris Agi-eement may not Iie assigned by eitl�er party wiil7aut t11e pricrr wa�itten a��rt�val of tIae ather parly,
but ruay be assignecl without such parry's consent to(i)a parenr.ar sut�sidiaiy, (ii)an acquirer of assets,or(iii)a successcrr
vy rncrgcr.Any pu�-}a�rtcd as�igmncnt in vit�lation c�f this s�ction sh�ll bc v�id.
16: tnsur�ance.
lnvc�icc Clotird agrccs to mzintar`n in fvll fc�rcc and cffcet during thc Tcnn �f thc Agrccmcnt,at its own cost, thc following
coverages;
a. Commc�LLcial C;ct7crai t�r f3usi»cS� Liability lnsurancc with n�inimum con�llincd singlc limits of f�nc Mrllion
(b1�OQ£?,04t�)each vccurrellce audTwo Millivn($2;t}OO,Q(�07 general a�;gregate.
b. Umbrclla Liability Instarancc with minimum cta�rebincd singlc iimits c�f Frvc Million($5,OQ0,000)cach nccttrrcncc
and Fivc A�i(lian($5,000,(�00}gcnct•al a��r��atc.
c. AutUmal�ile Liability Izisui�ance wilti tninirnuin cvmt�inecl siugle liiniis tor��ciily injut�y�nd pro�aerty da�n�ge�l
not less than Qne Mil�ion($l,UflO;OQ�)for aliy one occitrrence,u�ith respect to each of the Invoice Cloizd's owned,
hired or non-ativncd vehicics assigned ta or used in}aerfarmance of�thc 5crvices_
d. Errors and�missioris Insurat�ce(Professiatial Li��ility and C:yber Insurance)wil.h Iunits af liabilily of at Ieast{:)ne
Million Dollars(h1,40�,00Q)per ciaiin atid it�llie aggregate.
17, lrnmigr:�iion La�vs. Inv��icc Llc�ud represcitts and warrants that ithas c�m}�licd ancl will comply with all ap}�lica6lc
iintnigralic�ii laws�vilh respect in tlie pers�nnel assignecl to tlle Biller.
18, �eta Prosluets.irf thc cvcnt that tl�crc is a��y fitrictionality labcllcd"Bcta"or�t}a�;13illcr(?rdcr Farrn,suc}r fimctianality
i�nr°�vided"AS 1S"WITHQUT ANY` EXf'RES�S,UR IMPLIED WARRANTY,1N(>'LUI�11V�,WiTHtJI)T LIMITAT'lON,
ANl' 1M�'LIEI? W�RRANTY C7F MERLHANTAI3(LITY, FITNESS F(aR A F'ART3CULAR AURP�3SE, ANT} ALL
El�'I-3EIt. �V�Rit�-1N'FIES A�tE HER�BY l��S�'I,�MED Tt� THE MAXIMUM EXTENT F�FtIV1�TTED'�Y
APPLIC_'A[3LE LAW 13Y [NVOICE CLOUD A1VCJ ITS LICENSt�RS AND PAYME�T PRC)CESSfl(:S. INVC?l(;E
C;L�I,ID'S �C;CiRL;CiATI:;LtABIL1TY W1TH KLSI'L:C'T TC? SUC;}} 1''UNC:-T1�NALITY SHALL F3L UNfiC?ANU N(7T
�X�;EG[�$10.
29. GenernP.
(aj Wrth respecY to��n-ee�nents��vittt mttn'rcipa�ities;Ic7calities or governmentai�uthorities;tlzis��reement sh�lt be govemed
by tl�c law of thc statc whcrcin such rnunicipality; locality or govcrnmcntal attthority is cstablishcd,withotat rc�ard te�r thc
cli�'tc>e or s�anllicts ot law p2�visipns of�ny jurisc�iction.Wit1i respect ta Billers wha are not with tnuzucipalities,localities
ar bovcrnmcntal autl�aritic�,this Agrccmcr�t shal! bc govc�-ncd by Ma�sachusctts !aw and cr�ntrallrng Unitcd StatLs fcdcral
law,�viQi��ut regarci to the choice ar conIlicis ral I���v provisi�ns of any juris�iiciic�n.Nt�text or inI'oiiziation set fot�tk c�ii any
otl��;r�aurclaasc ordcr�prcpri»tcd farm or dt�cumcnt (athcr than 2 I3ilJcr(�rdcr Form and any add s�n I3illcr C)rdcr Fora71,if
applicabie};anc�na ctocumentation{inelti�din�any implementation�lanning ti�cuments)except as s�ecifically referenced in
ti7'rs tiillcr Agrccm�nt; shzll rnodifiy; adcl to c�r vary tl�c tcnn5 and conditi�ns c�f this A�;rccmcnt. ff any provisi�n �f thiS
A�reeit3enC is held by a court af cotnpetenC jucisciictiou to be invali�i or uneutc�rieable, then st�ch pr�visi�n{s) sl�dll be
construcd,as ncar(y as�ossiblc,to rcflcct thcintcntic�ns of t11c invalid�r uncnforccal�lc;»-c�vision(s};with al(�tiicrprovisic�ns
retnaining in lull fcirce �cncl effect. NU jaint venlure, partnership, �tnplc�ymeni, or- a�;ency reiationsliip exis[s between or
an�ong [3ille:r,VcrtcxC)nc or(i�vc�icc�"(�aud a�a result c�f this a�rc�mciit or usc of tllc S`rvicc.Thc failurc of cithcr part�tv
enforce any right or pravisit�n in this A�-eement shall n�t et�nstitute a w�iver of such ri�ht or pravisian unless acknowled�ed
anci agrccc�ta by lnvaicc Cl�ud in writing.A11 rights and c�L�iigations c�f thc p�rtics in Scctions 4,C�, 10, 12, 1�, 1�3 and 1�(a)
anc� (b� sl7all survive ter�inalic�n nf t}�is A�;reetnent. This A�;reeineut, together wit1� any applicable Biller Orc1�FUi-m,
c;nm�risc;s thc cntrrc agrccri�cnt Gctwcc;n I3illcr,VcrtcxC?nc ar�d lnvoi�c Clt�tad and su�crscdcs all pri�r or cnntcm}�orancous
neaoiiations,discussious Ur xgreeinenis,whellier written c�r oral belween t�ie pruties regarding ttie subjeet matter cantainec�
hcrcin. Billcr a�rcc;s that Invoicc C:l�ud can discic�sc thc fact that I3illcr is apaying cu;st�mcr and thc vcrsian ofi thc Scrvicc
that Biller is using:Where this f�greement.is incorporated itito,embedded in ar othenvise macie a part of a separate agreement
bctu�ccri Iuvoicc Cloild,Billcr znd a tl7ird party scxvicc providcr("Third I'arty��rcc�ncnt"),au�i such Tlaird Parry A�rcctncnt
is tcrmiraatecl nc cxpir.cs, Ii�tict and lnvaicc C'loud agicc th�e thc tcm��and coiiditian�af tli:is Agrc4mcnt sha11 surviuc and
rei�iaiti in elfecl as l�elween Bi11et�aiia luvaice C;loc�d until t11is Agreernent expires or is atlierwise tertnin�teci by either Biller
ur Ir�voicc�loud in accordar�cc vtTifh the tcrm.s I�crcin.
(b)Additi�t�al ter�ns and ca�iditions and defi�itions applicnble ta this Agree�n�nt and th�Biller 4rder Farm a��e fot�nd at
ti������,invc�iceelouc3,cc�inll�iIle�'-terriz:�,-�tnci-cc�iiditic���s(thc"L3ill�r T+�")and ar4 agrcct!to by tn�oicc Cl�uc��nd thc I�illc;r:
(c}Pl`int and:Mail:aervices.I?urin�the Ternl Uf this Agreerne�it,Invaice Clo�rd�vill provide Biller with data�racessilig;bill
printing anrl rnailing s�rvices("DI'PM,�'ser•vr�e:;").The I)I�PM Ser�vices consisl of�r•�cessing data,printing d�Lurnents,mail
preparatian,ap�alyia�g poslage{wllere applicable)and sending via the LTnitec3 Slates Pc�slal Service.Dc�cuanent types inclucie
but arc not Iimitccl t� bills; �oste;ards ar�d (cttcrs: F�r pur�c�scs of thjs A�m-ccmcnt, thc"Scrviccs"as dcfincd 15crcin shall
include tlae UPPM Services.
i:l.7trtcr 7'a-�rns�fer czr�c�,l'x��eessira�.
� Biller and VertexOne shall uansinit data to Invoice Cioud or its designee in an a�,reeci upan tvamaL
Should Billei-«r VertiexOrte make changes tcr any data Cle fUrmat after initial setup is coinplete,
[3illcr agrccs tc�p�ly fi�r thc}�a•�fcssic��ial scrviccs rcqurrcd to aecon�m�datc thc ncw filc for-m<�t.
� I3illcr w�11 n�anitor transfcr confirmation c�nails tc�c�tsurc Invc�r'cc Cl�aud or its dcsigncc is in rcccipt
of llle data. Biller acknowlet��;es ih�t Tnvoice Cloud will nol be resp�nsible oy- liable f�r any
tz�ansfzrrec3 data c�Thich daes not restilt in a confirmatian recei�t to Biller.
� t1 File TransLer Report will be etnaileti t� the Biller re�resentalives who l�ave opted-in ta receive
such cmail.A copy of,this rcport will_also bc n�adc availablc to do��vnlo�d.
� E3ille,r will havc acccss to an anlinc Job Trackinb appiication that shows thc pr�gress of cach filc a4
it is�resccss�d and lacc�rncs a batch �f c3ocumont�to bc printcd and mailcd.I3il)cr can sec both thc
original ir�p«t�le nacna anci the assigned"Job�ocie".
o Invoice Claud or its d�signee will process tlae mailing adclresses and�aerfonn the following functic�ns:
o Appty CASS-ccrtificd address validatian;
c� C"c7anply with US}'S rcc�uircmcnts tn abtai�r prc-sort autc�mation 1-atc� f�r c�ualificd clicnt
tnail pieces; an�i
a Stay currcnt dvith-all-USP�rcgulatior�s rcquirccJ to maii pres��•tcd frr-st-class mail.
� Invc�icc Cit�ud or its ctcsign�c witl �ptional7y prtrvidc proofs c>f thc final �arint-rcaciy F'DF frlus tca
I�iller to be revieweci and approved b�fare pririting begins(if rec�t�ested Uy T3iller);
ii. I�ocrsnaent f'rirrtirsg und Mardin�.
m t3atches arc�rinted usir�g a high-s�ecd�raduction process�ntn the agrcc�l l��c�n forms.
� Printcd documcnts arc ,�ut tl�rougl� a yuafity contrnl �roccss and thcn rcicasccl ta thc mailing
depattinent tt�be inserted intc�o�tl�;oin�envel�pes,�,rekur�x envelo�e a�2ci az�y ap�slical��e inseris are
included as t�efinec�l�y Billei''s ws�rkflaw;
� After a b�lch of m�it is completeci,it dvill be ii�arkeci as such in tlie online Job Ti•acker and a Prc�cess
Co»�rmatiari Rcport will bc-cmailcd t�tl�c f3illcr rc�r-cscntativcs who havc�ptcd-i��to rcccivc such
email.A copy oCtlais report will also be macie availal�le t�dc��vnload.
� Fuiislied inail pieces ai•e delivered to tl�e L1SPS witliin c�ne(1)lausiness day.Ilsamples(prn�.Cs)are
req«esteci by F3iller; tller� ille anailin� will be cc�mpleted witllin r�ire (1) busuiess day of sainple
approvaf. Thc �ic upfoattl dcadlinc for ncxt-day mailing is 1:00 PM local timc at thc prnduction
f�eility designated fi�r F3iller's account.If samples are required by Biliex;then they must be apprc�ved
by 3::30 PM lacal titne Toi•the lile ta�be maileti by tiie next business ciay.
iii. Custean�,t%t�t•trtstLt�i�cf.c>pes. IF BiI1er reyuests(I1ai i'ees f�r DPPM Services inclucie ll�e e>os[of iustam Biiler=
specilic rnalerials,llieu Billei�uncierstan<is and a�;r•ees lhat 4hese malerials will be,purchased in bulk ta achieve
tllc Ic�wcst �ossibtc �cr-unit c�st. I�illcr agrccs to purcha9c any rcmaining st�pplres uf� rcc�iacstcd ctastnm
rnatcrials{normally forms or cnvclopcs)if 13illcr stops trsr`ng thc[�PPM Scrviccs for any rcason. F3illcr agrccs
to purchase the remaining supply of custom forms/envelapes upon Riller's rec�uest to chan,�e the custaiai
f`ormsJcnvclopcs bcforc thc sup}�ly l�as bccn dcplctcd.
iv. LISP,S'Postcr,;t�liczt�,s�: Postage rates are determitieci by the United States Paslal Service. f1Il post�ge rale
changc;s arc dctcrminc�i dircctly by LlSPS and at•c'rndcpcndcnt�f any Invoicc C'lotad sc;rvicc or matcrials fccs:
Biller and Vertext3ne undei•stanti anci ackno�vledge ihat pnstage fees can cliange at any time per IJSPS
Teguiatians,Iii rao event�hall aY1y clYange in lhe pa�ta�e s�ates afCec;t llie DPFM�erviee qr rnaterials fees.Bslier
and/ar Vcrtcx(7f�c tuill f�c invoiccd thc amount c�f cxccss for ovcrwcigl�t and forcign mail.
v. Pc��tcr�e Z�c:pvszt,Iizti�ice Cl�ud or its fiesignee ptaz�cl�ases the p�stage tieecier�to 1nai1 Biller d�euments�an the
day of rnailing.Thc postagc char;;cs arc latcr in�roiccd to L3illcr bascd on tl�c Eiillcr's paymcnt tcnns.Invoicc
C:l�ud rec}uires Biller ta sub�nil a�oslage depnsit pric�r tc�t��e first anailing 1ca facilitale ihe payinent terrns:Tllis
anlocdiit will remain iiz<iep«sit �c�r the�uration atthis t�greeilreiit.Upc�n ilae expiratian c�i terxninaiion oltlais
Agreement,13illEr must pay in fi,}t any nutstanding invoices frc�m Invoicc Cloud for�ay�bles creat�d under
ihis flgreemenl; ilze pc�sta�e tieposii will be refundeci within Iifteen(15) ciays uI`ll�e dale ihai the Iast o�e�
iirvoice is l�aid;The postage depasit is subjeci ta an azanual revie4v anci may be adjusted[o account 1'crr chati�es
to Biller average anailing,volume nr cl�auges to tJSPS p�sta�;e t•ates. Ttlere will lle nc� mcire ilaan one (1)
adjustmcnt rcqucstcd�er ycar.Thc p�stagc dcpe�;sit amnunt is calculatcd by i-�iuttiplying thc cstimatcd�itanlbcr
oCmaii pieces per monih l�y the currenl S-Digit pre-soried C�rst class i>t�slage rate.
vi. 1?eraar�rar�cl'1'esdir��.lnvoicc Cloud or its dc;signcc will pr�vidc[3'illcr with a dcmc�instancc af thc I?PFM systc�n
t��appi�ove cUnfi�uratiou anti simulation oL DPPM Services.Upon Biller appi-�val of ilie demo utst<uace aL the
I>P('fut�ystc�n and samplc outputs from thc t�F�FM Scrviccs,lnvoicc Cloud c�rits dcsi�ec will Grcatc a c�py
of thc dcmo systcm in productinn for complctinnoffinal Uscr A�ccptancc Tcsting(UAT).[3illcrwill bc givcn
t�e UAT pei�ivci to cUmplete internal tesling priar to initi�ting live produciiUri.
vii. Discic�imers,
{1) Ger2er•erl/:)#scltrimef•s.Invoicc Cloud ancl its licca�sors and paymcnt proccssors;d�not rcprescnt t�twarrant
tliat(i) llie use nlihe DFFM Seivices will be uninterrupied or errUr-free,os'aperate in conibinatian with
aliy ather l7arci�vai�e,SUflware,system ar dala;nr(ii)i11e DPFM Sel•vices�vill alot delay in processin�c�r
paying tn the extent such delay is caused Uy events nr occurrences�utside nf the cuntral caf Invoice(�loud
or its sulicantract�rs. DFP1C�1 S�rvices may be sul�ject t� the Iimitatio�Ys; delays, and otfier prat�lems
inlierent in the use of tlle Itatertiei and electrUnic caminunicati�ns.Invoice Clouti is not i�esponsible Cor
any dc;lays; dclivcYy failures, or�thcr damagc rest�ltin�from such�rol�lcans. ltr pc�fi�nning ti�c I�f'E'iYt
5civiccs, li�voicc(;Icaud is respc�nsi6lc fc�r producing for�rint t�r or�linc drsplay the contcnt that I3illcr
provicies tc�Invoice�loud.Invvice C'intad is nc�i respans�ble Lnr reviewing the c�aitent lhal Biller Yr•ovides
for spciiing or typns,nor is lnvoicc Ctc�ud res�nnsiblc fc�r vcrifying thc accuracy�r lcga("rty of thc c�ntcnt
that Billcr prc�vicics_ it is I3illcr'� salc respc�nsihility t� �rcrify that tiic c�ntcnt that Invc�icc CCe�uci'�
ap��licatitans wiil praduce t»z Riller•'s behalf is ar�prUpriate for diskri�utian.
(2) Intaoutzr�L'o�aatna�raic�utic�tzs�Scrviccs I)i;sclaimcr:Irlbauncl cominunic�tion services are iniended ic�a�eceive
c�mi�iunication� and dat� fram I3illcr to facilitatc tltc �crformancc c�f thc DPPM Scrviccs. Whilc t17c
itl�i�un�i services Iiave l�eeti createci wiih inciustry stand��rd to�Is anci pi•actices, they are �iependent �za
inlcastreGcture ilz�t is i�erently rzc}l lail-prool,including but not lirniled ta infrastrucli,n•e such as LJnileci
Statcs Postal Sctvicc("USPS")dclivcry staudards,softwarc,coan�autcr�iardwarc�Yactwork scrviccs,and
email. Examples of situations that could cause failure include but are not tirnited to: USPS failure to
c�elivei;ec�i�ipinenk lailui•e,email address chan�es,and I�rlernet seruice disri�ptic�ns. Si11er acl�nt�wJedges
tl�at it is awarc of thc patcntial ha�ards asst�ciatcd with using Sueh infrastructu5•c,and a�rccs it will hc
rc�pol�siblc fnr cti�uring inv�sicc C1oud c�r its ttcsi�ncc is in rccci�st c�f any c�mmunic�tic�n or data dcstincd
tor Invoice Cloucl or its ciesignee. Biller hereby i�elea�es Invc�ice (:'lou�i frtnn any and �il liaUility Ih�t
results fr�m an unsucccssful commumcatic�n or data tral�sfcr to lnvoiec t'l�ud or its dcsi;ncc{i:e.,anc
which docs nc�t prc�ducc z confirmation rcccapt frc�m invc�icc C:Ic�ud or its dcsigncc).
(3j C)ar�bv�atz� C'a�zznzzcaaiccrtar�n,s �Servi��es Z}isc�alrn��°. t)utbound cainmunicxlion seivices are i�atende�i tc�
crcatc additioi�al mcthnds�f c;oimnunicatic�n for I3illcr in su�p��t c�f cxisting proccsscs.Thcsc scYviccs
ai-c nc�t iritcnr�cd tn rcplacc all intcr°actic�n with L;illcr's Gustomci•s;cnd uscrs c�r cmployccs. Wl�ilc thc
c}utl�ound servic;es have been crealed witl� indusiry slanriarcl tools anci practices,they �re del7entient otl
iiifraslructur�lhat is ii�iletenlly not fail-proot;includin�t�cGi nal litnite<3 #a inrrasli�ucture suell as United
Statcs Postal Scrvicc("USPS'"}dclivcry standards;:softwarc,com�utcr hardwarc,nctwork:�crviccs,and ;
em�il.Examples of situatians that could cause failure inclnde but are not limited to: USPS failure to
rieliver;equipinent failure,eanail xdc3�•ess clYanges,aiid IuterneG ser-vice ciisruptic�ns.For tliis reason,while
outbour�d communicati�n scrviccs arc valoal�lc in �rovidin� cnh�rncc;d commt�nic�tion, t1�cy arc
s}�c;cifically not dc�ignctl t�i bc uscd a5 ti�c�alc mcthcad ta ciclivcr critical tncssagcs. C3illcr acknowlctlgcs
tiral Biller is aware c�f ilie poteriiial ha�ar�is associated willt i•elying on ati autamated ouibaund
commUnication�crvicc fc:�h�rc wl�cn using thc[?PPM Scrviecs. [3il lcr agrccs that it is waiving in ad�T�ncc '
any right to makc�ny elaim�gainst lnvoicc Clouci�rising fioFn,and[3ilicr farcvcr rcicascs Jnvoiec Gloud
i'i•�m, any and all liability cause� by: (a):any failed tJSPS delively; anci (b) any I°aileci emaii c3elivezy,
Sucli i-c,lcasc�t;�all includc insCanccs whcrc I3iIIcr,Billct°'s cmployccs,ar Billcr's Customcrs or c�d usci•s
suff'cr injury or da�j�agc due ta thc failur�•of uutbound cornmunicltian scrviccs to Qperatc,cvci�thouglt
I�Yvoice Clauci inay know or suspect wll�i��r llow ext�nsiue thase icijuries Ur<iama�es mighl be, tinle5s
such losses u�ere c3it�ectly attrib��table to Invoice Cla�td°s or its subcontractars'gross ncgligcncc or•willful
yniscc,nduct.
�3IZLER TERMS Ah'iDt'QNDITIONS{snese��.sar�r�ice�to�az�:c�na(0>iFterwtaecr�s-anct-
c c�ea�3ifi�ssss�)
i. �cr��jrfm�s.
Thcfollow�ing dctinitiqas apply as t�scd'iii thc iig�ccmcnt���d in any tiillcr Orticr Iorm and iuid on�il)cr Or�cr roa�n,riow�r l�crcal�crs
"A�reerr�ni'"o["13i11er Agi:eement"m�aas Ct�ese tei�ns atxd contiitions,ltie 13iLLec_Abrcemenk;a�iy t3il�ee C)rdec_t"onn���(li on 13iiler Oei�er t�c,rm,
�r�l�ctl�cr w�rittcn or submittcd onlinc and any tuacctials ati�ailnlil�on tl�c Li��oicc Ctaud wcbsif�spcci�ically incoi�5oxatcd by rcfcrcnac hci-�in,
"Hiller","yt�u",r�r"ytrur"niaans the Incroice t:lr�ud z;ustt�t�7er thalhas execuled o�`agreed tn Lhe BiI1�r Aareen�e77t,BillerOrd�r Fesnn and;F3illers
Terms:+nd Conditions wheYlrer HTitten at submittecl'oiiline�
`.13iller I�ala"meaits r�woices ant[bills�f 1he13iller:is weFl�s tlie C�ntent trfsu�h invitices sind liills;
"Nillet t)r�en c��nn"means tlte�rrler fam�referencing the service to be;perPiSim�ed I�y Ii�voic:e 4''I�ud s»�l any add i�n tier�ices underany add c�rt
(3illcr Ordcr F�srrn;
"Cta.�r�el�ack"is�ravers,il caC�Trursactinn inriiateci by a oredit eard�c�7r�Yaau�y,?�rqcessar,bank nr atfiec fitraneial iiasGtuti6n ivcluciin�ch�r`gel5acks,
ACH rcjccts or rc�•crsals,dis}�utes antl o11i�r rcf`uiids ar crcdirs,that Billci•�rcviously presriitc�i to invoicc Cloud undcr this rlgrcculcvtand
includes,but is ntil limiled io:(i)fai[trre to issue u rePimd tu a�uslamer as rec�xrirett,{ii)Invvice C:tuud tJid not receive f3iCter's respi�nse tU a
Retrieval Request wit�ui 7 days or a�iy suorter rune Iieriuc)r�q�Yired k�y't1�e Pa�-uieiit Biatld I�irles,(iii j a Custoluer:dis�utes�}ie Ti�sacdon ar•
cl;�ims that thc Tr�nsaction is subjcct to x sct-o�F;defcnsct�r countcrcl;iim,or(iv)fhc 13�IIcr 13ank r�ccount cicsignatcd b�fhc Custonici�for ari t�t`I t
traus�cti�n is uivalid,pr htts iust�f�icicnt firnds to couiplctc a Ti�ansacttaii;
"t'ontcnt"mc�ns thc infonn;ttion and cioctimcnts c�ntaincci�r macic�vailaliic tt�I3illcr Uy fnv�icc(.',loud irrtlic courtc of using thc Sc�vicc;
"t"usto�tier"shall incliide ctis[orriers,�aYers,t7xpa�+e�s and useis of Seavices of FSiller;
"Customer Data'`means nam�,adiiress and contact information of Customers-and associated c;redit card r�itmbers and bank account numbers,
exclui9ing an�<<lata it,�i lnvnice Glouii acqttirecC otlier Lhan frc�m the 13ilter or Ciis�amers;
„Effectiv�U�ce"rne��ns t}ie daCe this Agre�ment is�tcc��tecl by execuGri�a L�iller Qrder Forrz�;
"Uo Livc D�itc"lucans thb�latc on�vfvcl�thosc in���icc typcs listcti ou tizr Billcr Ordcr Form arc�ublicly�tvailablc tr�Customcrs for onlinc
p�tvineiit;
"intcllcctua(Praperty Rights"nicaris unEsntcntcd invcntions;pltcnt appficatians,patcnts,cicsign righ#s;copyii�hts,tradcmarks,sci vicc marks,
trade uarnes,domainname rights,snask zvork rights;Itnoiv-baw and othzr trTde secrzt rigt�ts,and att othet intzlTech��l praperty rights,�Ierivatives,
intcgrati�n coiiiponcnts and ap�lication prograinniiug mtcafaccs tlacrcof;and forius of protcctiou af a sinvl.ar naharc an}nvlacrc in tlyc�voi�ld;
"Fntegratiarr Componerits"nre�in�sofi�v�re,�M�hiclt inte�rat�s lhe Service will�tliirel�>arty+software,and auy updates or revisians theret�:
��hwoicc t;loiic3.'or<`�vc.•mca�7s Invoica Ctouc3.tna,:�I}clawa��a corporation;
°inu�icc Clc�ud Tewhriolcagy"meati�s ail c�f in�oi�e Glorid's propriel�ry techn�ic�gy lincliicling sollware,.l�ardu�are,praducls,prncesses;algoritltms.
uscr inYcrf�ccs,kua�v-how,#�tluuqucs,dcsigns and atkor twgii�lc ar intangil7lc Y�clwical n�atcrial ar:informatiou}madc a�=ailablc to I3�llcr oi�
otherwise developed by Iutioice Cioud inprauidin�d�e Sen•ice;
"(ViL"aneans the S�Rwar•e a�u service�vhich}�rtxvrdes interactr"ve�a'r�e and ai7rtmrronicatiisi�rc�s���>nse functiimniily,autornatedpayrttents k�y vc�ice
and tcxr,CC�t(SNiS)iilcssa�ii��,and xclafed fimctic�nal�ty,including iu�iouud avd outboiw�cn�ntuimications:
..N�Cw�rl<"is tiny Pt�3�uicr�t(Victhoti provicter wliosrpaymcnf nicth�ci is�tcLc@tcd by I3ilf¢r fiYim C"usfomcrs anci y�hich is au:cc}itczi by InvQrcc
Cluud f'or proccssing;includiu�;,but norliuiitcd fo,Visa,Inc.,Mastci•Card Intcrnation�I,I�ic.,Amcricau Lxpress,P�yPa!(iuclnd'uig Pa}•I"�l,
Vcnmo,Pay lai�and Payf'al C�uclit),13iscovcr�kin�ncial Scrvic�s,LLG�;�and any oth¢r Paymcnti Mcthnc3s,ciigital�wallc�,credit an<t d�bit eard�
�rt�vider�,debit netu�ork providen.Nehvork nlst�i��clndes'tlre NatioYral,4utarnated Cleari�ig House Association('NACHA"),with res}�ect Cu
Transactions involving any ctcdit or dcbit cntry proccsscd ac�cr th�AGlf nchvork,and<nny othcr nchvock ar ctcarin�hons�ovcr u�h�ch any
eleclroni�chec:k pre�cessin;'I'raiisac:tiirns mary he��r�7cessed;
"Nctwork hccs"mcai75 al1 pass-thrc�uglj co5ts inclutiing intcrcliangc;,PayPul ln�nil fcvs,ducs,:issessnrcnt fccs,proccssnib fi;cs,anci similar fccs;
asscssccl I�y auy Network,crcrlit.car�3 or�raymenk�roccsscrs,6ayilc card tssucrs,payiucnt nssraciatirnxs,ACH and eheck ptoccsscrs;
"Net�vr��k Liabili�ies'u�eai�s 1u�r and all fufes,Yees,penalries,liabilities;charges and other a�nouuts wl�ich may t5e imposeri ar assessed by die
Nctworks or�nymcnYpr�ccss�rs�s a result of T3illcr's action5r omissionS,,TrRnszctiqns ni'(:liargebacks,inclu(ling with�ut limitati�n,fiillcr'-s
Pailure to�otn�ly�vzi�Ilie Ne4wark.Rules,o�tl�is?l�ree�ne�t!a�d,'crr�n�.a�;zee�ne�[wit�any pay�nentpro�essox;
"Order Fc�rm"-nr"13iiler t�rder Form"means the fc�nn evitlenc'rng tlSe in'rtial sulrscription rot the hei��icC and ai�y subsez�uenL Riller CardOr htn'm;
s�ecifying,��uong otl�er tliings,thesetvices c.antiactei�f�r,the applica�le Biller Pri�iug fees wd Transaction�l Fees aud Service Fees by Iu��oice
1'ype{as liSied cm trtie or rnc�re Invi�i�e]}ararneter Sheets wliich are parl;uf the�3itter Order Hc�rrn),the Ml{in�periad,anc4 other ctiar�cs;tenns
axid coiTditions�s a�•ccd to Gcilvccn tlic p�utics,car.h such Billcr Qt`dcr Forui to bc illcoipuratc4l into auii'to Uccuinc a p�u-t of Uiis Atirccuicut;
"Paymeiit iirstninie��t Transactittin(s),>or"'Tt�ansaction(s)""r�t�ans x trarl�action ce�nilnoted$et�ueerr Billei`ae�d ita Custan�et;t wit�7 respect to ats
aeeaunt,or evidenca vf:�u�.�cco�mt,vtilizing PaymenY NTefh�ds for p�yrnent in cnnnectian�vith the sale,lease,t�ancing ar pr�vision;nf gocsds
ttnd{or seruices �y Biller and(ur pa}mt�R of taxe,ti (eith�r tCireolly tir'throu�ly Inv�ice Cir�ud}. "P�yment fri�trumeht TransacGe�n(s;" �r
"Tsaiisactionjs)"rnay alsa}�c iascd ro�cfcr txi tlic��rittcn or cicchronic rcc�rd of such a u�usaeuou,uicludin�;w-ithnnt liutitstion,a�z uutl�nrizatiop
t3illci-TcrmS a�id C"�nditions v5.1.� 1
cqd�,setliement recprti,FCP PiIC,pr s creclit or deb[L enlry pu��uanl lo and cansi�t�nl with NA(.I�IA It�tles ar curd�associalion rules which is
suUmitted ta�pmcertsor to ii�itrate or evidence a Ti�nsaetian,
"Paymcut Proccssuig Agrecuicuts"ilic<ws tlic p3ymcnt and aard proccssing�grccuicnts aurl mcrc6ant agrrcincuts which Iuvoicc Cioud lias
d'uected ECie B'riler Co e��r�r into ro ena6ie li�voice Clond to k�rbvide t71e�eEz�ice;
"Payuzcnt Mcthods"mc�ns ci•cclif aud cicl�it c�arcis;ACli;LCT wcl Clicek 21 ti•a�lsaatians,digital wallc:ts inclucling Utit vat liiintcd to�ris�
MasterC;ard,Arnex and�iscrrver,1'ayl'al,Venmcr,,�pple 1'ay;Cicx�gle 1'a}�,credit inslruments including I'ayt'al CYedil and I'ayyl'al 1'ay in 4,tiinred
valuc carciti,loynit} carcls,electronic�iR carvs;authariie�l accouM or access numberti,raper certiiic�tes and cretlitac�;�unt4 that ar�used fc�h
Payinent Znstnunecit�'ransaetit�ns and lisked on tlie Etiller Utcier Form.Prom time Ca drue T��voice Cloud may offer$iller zaew Paytiie�rtl�4etl�ods;
anti,in tiucli c�'cnt,invoicc C;l�ud will providc 13i1[cr with noticc 6y cmail ctisclosing thp nricinc undcr which tlrc addcd Paynicnt Ntctliods arc
iY�acle availi761e.Brller w'rll have xt Teast tiiir�y(3Q)da�y;a(ler the date b1 the notice to opt-�iiLof(l�e:acld'rliox7al Pa}�ne��c Metl�ads irr t}ie rn�ntjet
(lIO Vidcd in thc uotiicc.ff Biflcr dacs nat opt-flut�in��such timc�framc,tlicn�.on introdnctiot�of�tC�c additional�.Payment Mcthods�,:Biffcc lvilt�bc bound�.
by the aeld'rtiortal T2nns as disclas�d in dre notiee,�nd d�e Billat l7rder Form will be deemed�mendad to reflect the chan�es;:
"Rcscivc Account"tiicans a P,illcr accotiint w1vcl�is mau�tuucc(uy ordcr ta protcct Invoicc Gluud against dic risk uf,�maug utlicr thiuc+,s,cxistu��,,
�otantial,nx antioipataci Cl�argcl�aeks aud ta saCisfy thc otl�cr obligafibus undcr tlsc Agi�ccmcut;
"Scrviec(s)'"tnca�s lnvoioc Clond's Uilling aud pt�ytncnt s�tvidc,tha Gontc�t,fiho Invoico Cloud Tcc]�noiogy and otl�cr scrvicos ii3cntificd ou thc
Biller Orrlei Fonn,de4elnped;opeiatetl,pro�itletl, andlor�rnaintain�d by invoice Cluud,accessihle c•ia�vw�v.invoicecltiut�.com ar antiiher
designat�d�vebsite or II'address,or<�tnciilar}r ontuie andior offline products and services prar�ided to F3ill�r by Im�oice t>loud,ta�vhi�h Bsfler is
bciu;;gr<autcd acccss undcr P1us Agrccincut.
2. I3ilfee•°s Resgaonsibili#ies.
Ea)� I3iller i�res�ii�nsible�fipr all aclivity aecurring under 13i1(er',s uecount(s)a4�d sliall ahide l�y ail"applica�ie laws anel rzgulatio�ns aS well as
caid associaiiau it�lcs,NACH�1 tvlcs and Pa}nnci�t Froccsein�llgi•ocmcnts,in con��ctiou with Billct's ancVar if5�ustoivcis'use af-tl�c Scrvi��,
irrcluding t}iose r-elated m data priracy,c�rnrnunications, esp"ort or im�7art nf d�ta and bhe ti�nstnission of Cachnic�t;�ers�nal crr ot}ter d:rta
Ailler slsall:(i)notiCy Tmirice('Ir�ucl immediately in tivriiing cxfany unauthori�ed ii,e�rf anypassword�raccc�uni nrany othzr known trrsushected
brcach of sccuriiy;(iij rc.�rort to invoicc eloud 1nd immcdiatcPy stap any copy3ng ar distribution of'CUntu�ut chat is known or sc�spcct�v�te lr�;
ituauthorized by Biller ar Custoiners,aud(iii)uc,t fmpemai�ste auotl�er Iuvoice Clatitz3 user arr�rvuide falseidenriry uifurm�tit�u tv gai�aacess io
nr use!he Servi�e.t3iller shall nut:(i}senr3 or;;tore rnaterial cc�n(aining s�fiware vii`uszs,w�nns,"1'r�jan lion�.5 e�r ather harmful c<aml�uler c�de;
filcs,scri�ts,agcnts ar�irngr3ms;(ii j intcrtcrc�ti-ith or disil�pfthc intcgrityor a�crf'ormancc c>fthc Scrviccorthc ci,i#a cUntainct�thci�in;(iiS):�ttcmpt
ta galn unauthorizcci acccss tc tiic Sccvicc or its rcl�tcd sysfcins c�r nctw•arks;(ii=J liccnsc,subliccnsc;:scli,rs�ll,transfci;hssign,tlistributc ar
otliertvise corr�mereiafly exploit or make avlilakrle l�auy third r7arly tl�e S�rvice�rrany�vay,(�}rno�9ify or an�kaderivnlive�aa��ss b�tsedppnn�tie
Service;(vi)reoreale,"fr�me"�r"mirr�ar"'any-partic�n ofihe Service t�n any otherseiver or�vireless or Ii�temet-base2i device;(uii)reversa engnaet
or access th�Sen�ice;or(viii��a�y auy"features,fitnetious or�l`aplucS af t�eServiee,
(U) f3illcr mtist ticsi�natc�n tho T3illcr OrciGr Form(andlor subsulttcnt ta czccutinn af#hc�iillcr Ordcr F�rm as rcyucstcrl i7y fnv�icc('loud),
at icast onC bank accot�nt far tliedcposiband sctklamctaC af func1s an�l tki�dc�ito£any L"'l��srgc6acks,fccs and casts,mclt�din� but not d'uuitCd tz� '
Nel�vork Fees and 1�TetN�ork IiaUrlitie:;,astiociated cvill�t}ie Service ar tiie Transacliiii�s{all sucly desi�tialed bank accouirtsand all bank accounts
s�[hsGtuLed 4itr accourt4ti �isteci ttn the t3i11er O��ci�r Fiann shall be ccillectiG�ely rrterretl td herein as ibe"13iffer 13nnk Account"j.Yau euttipnze
invoic��;l�ud to in.stn�ct its proecssois to:initiatc cicctronic crctiit cntties,dcbit cntrics,�nnd ttttjustmcnts to a I3illcr Barili Accouut for an�ounts
dit�ta or fram you itx tonriec;tioii wiCh fliis Agreemenf.lnvoice Cloud will i�ot be Gable for any delays in receipt,offitrrds ur errors in BiTler Hatak
Accoim[enities caEised 6y lhu�d partie�,including(-�ul ncat limited la delays nr etrors hy lhe Nettvorks,pc�yinent ntt��essor�,i�asi-chant ac,��iirois ur
thc bank.
(c) 'C'fie dollaraznounl payable to 13iller Por k3iCter's'I'r�rrsaaLiima 4vill be et�ual to tlrerarnoim�snbmit(ee�by 13i11erin¢zmnection with yaur
salc Tr;rnsactians,minus thc sum of amounts cluc fiom[iiltcr or dcUitcct from 1 I3illcr 13ank Acco[tn� inclu�iing Ctsargc�aeks,Nctw�rk Fccs,
Nct�vark Liabilitics,othcr fccs and cl��r�cs rcfcrc�xccd on 91�c Billcr C3rdcrFarm and nll applicablc chargcs antl adjnst�ncnts. If;liou�cvcr,lirvoicc
Cloud�7r th'e}�rt�eessar far`ls te wit}rhald Cl�nrgetr�rck,a Netw�rk Fees=or ulhas•eharges onamroimis due frorn tlie prcaceeds pay�(ile to a BilCer F3ank '
Acc�unl(includingwliere sttuh proceecis are insttfticienl t�cover such nbti;ations};nr ifa 13iller 13ank;lccount does nt>t hat�e a sufticientb�Iance
to pay aivaiiaats duc fr�m 1?illca unflcr tlicsc guidcliucs,vivoicc Glaud may pursuc ovc or iaiorc oi'tY�c foliowitfg optiais;(i)dcmand aud recciv�
irrimediate paym�nt fiom F3i11er for such amounts;(ii}debit th�Bilier Barik Aceount for Che lrtrount of Ehe neg&Ciye balatiee;(iti)redttce fiitute
settlement,payments by tlie amount o�ved,(iv)c�ithhUld settlement PaymentS ta tl�e Biller R�nk Account until al!am�unts are paid;(z�)del�y
15cc�ontaYit�n r�f rcfuuds zmtil a paymcnt is msjdc to luvaicc Clbpd o£<t suf�i�icut�moimt io cac•or thc n�gatik c baiancc;aud(vi)putsuc arty rcmcdies
wa ma}�l�ave atlmv ur�i e�uity.
(�k)To ana�rla�voicc C;iaud[a p��acass t�•ans�tctisras fiit ti�c Tiillar,I3illcr autliorizcs auc)d'ucsfis�ivoice Cloucl.-its af3iliatcs;thc Paynient Mctl�r�d
�iovidas,flud fhc payuzcnf pi�occssors:(1)tlic�t,cvith respcct to any Paynicnt Iustn�tr�cnt Ti�ausactiuns praccsscd by tlzc paylnciit proccssar,tlic
paymcnt proocssor avi11 disbuisc f'uuds to azid collect ftruds fi•o�thc Biller in accordancc xvith insh-ucfions pravidcd to tlir�aymcnt pr�ccssor l�y
luvoicc Gl�ird. tind�s ofhcnv�isc pcimittcd pursuant to anv applicahlc Paymtint Proccssing hgrcocncnt that 13illcn c�as ciitercd into;(2}that
outs4�rntiing sums duc And owin�tn Invoic:c Clnud;inctudin�,UiR not limitcd to Chargcbacks and 1V�:twork Fccs,witt auYomaticatly Uc dcUifcd
fi�om tha t3iticr�3ank Acrc>unt for sud7�uG•pnsc an a claily�r montlrly°basis at invoicc Clou�i's sa(c discrction: l3illcr shalL rnaintain sut�icici�t
fiinds in lhe t3iller f3�nk ti:czounts;in pay all periaclic i"ees,C-hargeback�,,Netwcark Fee�and�ther Iee.�due heretm�ier;�nd non-sidlicient"InndS liir
tl�ese del�its,or L,li�cking or uth�twise rendeiir7g ii�accessibla arsy Biller Bank Acc«unt,are graunds Cor an increase in 1ees,cuspensi�n c�C tlie
Service.ati��or terrni»ation�rt}ris Agrzemenl.
(e)Invca�ce Clrni�is not vesE��nsr'hle far:�ny 13illerptxtirigs in error du�t�delayed nc�ti�catitin fr��m creclit card�rc7cessor,AC"H ba�ik,andlur
ollier related circumstances. 8iller agrees to provide Invoice Gloud�vith Grr7ely,ea�npleie;and aecurate billirtg�t�d cotitact inforrtr�ni�ti.'I'Itis
infomratran includes Bitler's legal company nanre,street address,e-m�il�vdress,and narne and telephone nuri�berafan autharized bitlingcontact
and License Adminisuatar.Biller agr�es to xipdate t1�is r`nfarmatiorr witliirr 3Q d�qs af any ctiange ta it.
(F�Billel'is requireci tt�ensure tfi�it i�mainlains a fair poli�:y'rn cc�mpliant;e�vith ap�licaUle I:�ws,regulations,ancl�ll NeUvork rules with re�urd
lfl t6e rsRufid,retum�mcuncellaLi2ri�ofserc�iees antl�djrtstmen(c�l'9'ran:,acGiin;;.Billeris alscs required to�liseli>se�ny refund.relurn crrc;aticellalicm
��<�licies ln invaice F.ic�ud ar7d an�-apPlrcalile payittenl pro�ess<�rs and t3'sller'�C,ustntn�n,as requesie�.Aiiy charige in a retum urcarrcellaiiun
Biller Terms and Conclitions v5.1.2 �
Wali�y fcrr thelnansaclii�ns tmcierlying the P'aymenl tnslrument Trdnsaclians must be submitted t�Invoice(:l�Wd,in wrili��g,noL less thrm 21 xi�ys
�ric�r lo the effeclic e tlate of tiueh clr.tnge:
If Biller allocvs or isrequice�ro provide�pri�e acijustit�ent,or cancellatiosi of seiviees in coiuiectiou cvitla a Transaction previously rxacessed,
[3iticr will�rcparc;.md dcti���rto lnvoicc Gloud,Trans;�cfions rcflcctingsuch refuncUadjus�tmcnt withiti 2 iiays ofresolution ofthc rcquc5tresutting
it7 sirch refund/�djirstrti�er�l.Th�arnount orthe refunt!(adjust���ettl Nr�t}i respect[o Tr•ans�ctior�n mitier the Servipecanriai exceed ttie amouir[s{�o�vn
as tlictott�l Au t�coriginal Trausaction.i�iHcc inay not acocpx cash or�nyatlicr g�iymci�t nt•fionsiciccauo�Yroui a C•ustomor iti rctum far pre�aring
�refund tn ta�ciSptrsited la the["i�stomer'ti accaun[;�ror,with re5pect to ci�dit curd iransac(ican�;m2r}°E3illergive cashlcheck refanda l�a(>uxtnmer
in wruiect3on with�Tz�ansactron previottsly processed,Tlnles's required by appllaallle law.
Lidividual uscrs;�vhcn khcy instially lag iu,may Uc askcd wi�cUicr or not thcy�visl�t�rcccive markctiug:avcl othcr uan-critical Scn�ice-rclafcd
cc�mmm�ications fram Inuoice fll�nd frqm time ta time:'I'hey may opt ovt�f receivin�such camnrunications at tlrat time orat any suhserntent
tiuic by c��ngiiig tl�cir picfcrcncc �C hit�7;71iti�w��.�n�=z�ic4clauc�:cc>�rJbsrivaiv tthril.3Votc tl�attzcc�cisc thc Scrvicc is a host�d,.onti��c appticafion,
Ir�ti-c�ic�t'luud iaccasiA�nally may need Lo noti fy all user-5 c�C the Serviee(�vl�ether or nnl lhey have��rt�rl ou4 wr.t Ues��ibed ahcave7 of ii�rpiirian(
�ruiouucctncnts rc�ar8ing thc operation�f t�ic Scivicc.
�g)�ls Ya x�ll Trtans��tions th�t(iilla�stil7mits Yc5 lirv�icc Gloatl fori»'oc�ssing,iiil1cr represt�nts and�varrants that;
(1) TireT7-�trr,aotionyrepresenL}���y�ner�ti�rrei`ultdaPpayrnent,ft�r�banafidet�ansnc�ie�tt.
(2) Tfie Transactions represent an obligation of the Cirsiomer for the�monnr of the Ttansaction;and that tl�e Transaction is valid and-accurate:
(3) The Ttansa�tions do uot incalve any elecnecrt of credit for paymznt of a previously dishonvred payuieu[or for auy�flzer piu•hose tl�<ur
payin�tit for a�uircut tr�tisr�cTion�nd tutus�pay�csits as a�,cccd upon uy the C��stomcr.
(.�) Thc Transhctions arc fi-ccfi�om any m�tcrial;�ltcration not rttitlrori7c;d by thcCustonici�;
(5J Tne aine�iir�ccl�arged f�r the Transaetion i�not subject to any d�spute,setaf`f,orcoi7t�t�rclai�n.
(6)'Neither Qillernor itsemployees has�dl�anced any cash to the Gustamerin cannection with tlie Transaction,nor have you accepted payment
f�r effecling credits tc�a t;nst��mer:
{7)13illcr has t�Ta��na rcpresc�rtatiot�.vr a�t�c.cm�nt ti�r thF issuat�ca ofrcfunds c�cccpt as it states tn your rat[trn/caaccllatian pQlicy„�v9liah liiss
l�c�n��rc�iously stilintitt�cl to fnvoicc Z�loud in,writing,end which is<tvailablc Yo thc�ustonicr.
(8};�y Transaction suUruittcd to ls�uoicc Clc�ud tn crcdicaCustamcr's accouutrcyres�nts e valid,rcfiand or.adjushncnt to a Tiansa�fian
prevlausl}�siibmittc�ta Ln-oice Clonel.
(a)i3iticrl7as no knc�wicdgc or noticc of infoi7natinn tliat wouici]c;ac1 itto bclic�c t}raY th¢cnforC�abllity 6r collccta6ility.oftho 9ul�j�et
Tr'�rts�clion is ifl.xny rnarit�er impa'rr�d.The TraiisaeGo�7s;inelutling l�ut uc�t li�nrted lo toial clue fiel�is,�re complete,acattritle atjclin
com�ilianre with all Network nrl�s,applicable la�vs„��rclinatrces,a�rd regulat�oi�s,The TranSac[ions are ari�inaEed in cia�i1pl'rance ivith tlris
Agrec�ricnk and��itiy applictii�Ic agrucincntss �
(10)Enr a Trausa�Gio�itY�=13icli rlic Gtsscouic�pays inlnstallmcnYs ar un�.cicfcrrcdp�yinont pinu,a Tronsactiof�rccord has boc�p�eparal
Se�iar�tely fqr eacfi inst�llmenl ttansactioi�or<ieferreci payntent�n ihe tiatte(s)tl,e t'usti�mer agreeti ta Fie churged.All inst�ifinents and
cdeferred papments,whetl�er ornot tliey have been sttbmitted to lnvoice Ciouci for processing,shall be deemed to Be a part oftlienri�iiial
Ti�arisaction.
{i i} I3iller h,�s nat submittcci 1n_y Ti�ansacti�n tt5at it kn���s or slroutti havc'known tc�trc unauthaiized,fi;f�kclulc»t,ilic�;td,or othcnvisc in
vialaCioxt oTa9�y prav'rsio�i�f tl�is Agree�rieul ar olhee a�plicabl�agreeniet7ls.
(h)Cau�runnications wittt G`usfomcrs and Bilicr�Vct�sitc.
Biller hereby yrants tu irivcsice Gli�ud and rGrt prqviders n w�ritiwide,rrun-exclusive,assi�nalile;Perpetual,and royalty-free license aud riglit to
a>hy;use, pulllisli an�{dislributet;ostc�mers�aimes, �ahy;ical �zldre5ses, ��nfle�riail 7ddres5e!;a�well as rrFitaiit err7ail adcfres�es r��13ill�r's
Custi3trier� hy usiri�diila k3iller lias prc�vicled ix�initde lccessrble to Urvcricz Cl���d nr any crf its al7iliates; solely for the purposes�f:{'r)
cbrm7itrni�atir�g nr se�tcling tu GYistaf�iers(arrdlor their a�etits)infarniatiou desigtred fu ittfonn,�zE�otnote,�ri�l encoui�a�*e;Cltstornei�c(u�dlor th�if�
�gerits)to usexhe Serc�ice includiirg,withoutlin�itatiot�;paying Iri11s online,erurollit�g i�3 autopay�,and anrollirig in paperless 6illing,and(ii}in �
con,junctian witl�iiiforn3ation rcl�ting tafccdbncl:�nd respansc rcgardmg such commnnicati�ns,crcatu�gat�d using ng;,s;rcgatcd aud wauyczyizcd
dnta�ttd anatysis for purptsscs of ivi�coving the Scivicc.Bcllcn c�icby grants to Livoicc Cloud anrl i�;pro�riticrs a worldu�idc;-nc�n-ex�lu�ive,
assignaUle.�ud royally-free license aud riglit duriug the Term, to copy; use, modify, a�id l�utilish the Biller's naiiye, lagos; trade dress,
phatogmphs,tvebsite materials,and other works ofatzthnrship for the purpose af iml�lementing ant!providing the Ser�ice and perfosming kheir
obligatitrns unticr tln�Agrccmcnt.(3i1tlCr rcprescnts an<i w'arranG�it has alI nCccs5ary riglits,pemiiSsions,and liccnscs to�rant ancl��rovidc tt�
li�vc�ice C'Ic�ud and iit service pruvitlers lhe license,i�ighis;unci permissipns ciescribed iti this Section and wiU c�mply wilh�II applicaUle Iaws
anel regulaLic�n:�wilh resp�ct to any pzr.;cmal infonnation af any<5f its C;ust�tnets.F'crr�i�r��o5e,4 t>f clarity,klie Iicen:;e,ri�hLti,an�l permissie�n
�nanls de;cril�ed in ihis Section ar�pari��f the"Ser��ice"under the liiller Agreeinent.
{i} Amrrican Ecl�r�.es CaaTTqpliancc onlv.
(1}liiller a��ees to cornnfy witlti all a�pPica}i!e laas,n�1es and re�n�latinns; including tl�e American h:xprc�s Merchani Q�erating Guide
reqiiir er�3entis,svhicli are incarpnrateQ iiito this Aereeinent by retere�7ce as it they were Cully set forth ir�the A�reenaent. '1'he Arneric.�n
�:x��ress Merchant Qperaling Ciuide may tie viewed at:>vwcv.americanexpress:com/itierchaniopgui�e.
(2)-Nttice�sing Restriciii�ns. Fii(Ier is prahifrited frc�m prnc;essing Ttansactiuiis or receiving pay�nients on Iiehalt�<�f,c�r(unless reyuired by
la�v j re-clire�ling p��qmenis lo an}t�7ther par�y.
(3)'I'liird Parly�l3ei�etici�ry Itighls.
Biller Tern�srat�d C<mditions v5.1�.2 �:
= Riller cc�nfers on American Fix{7ress the lhini-party k�enefici�iry righ�s,but nat cabligations,to lhe 13i11er Agreement ttnd
subseyuant nddenda(cal�eciively ihe"A�reement")hetti�een t3iller and lnvt�ice('>loud and,as such,American F�xnress has
the ex�ress ri�ttl to enCarce lhe lenns of dhe A�reetnenl againsi the 13ilter.
• 13i1 lcr agrccs und warrants that it docs npt liolii third party licncficiary rigfits to any a�n:cmcirt5 bctwcen Invt�icc C:louti and
Ameriv:u��xpress and ul no time a•i11 altempt to enfnrce:uiy such agreeinznis abumst.�rnericsn�;r:press:
(4)American�xpress Lirnitatinn t�fLiabilily.131LLEIt Af.'KN()WL�l3G�S ANt}AFiI€��:5'CH:A'1'Ih!NC?EV�,N'1'SHi1LL AM�ItICAN
F.XPRF.SS; ITb' �FFFl1,lATF.S, ,1C�F.NTS, .�'UC:�:��5'SC?RS, C)R .4SSKiNS 13F I,IAI$l.F. T() I311„I;F.R F()R ANY I�AR9A(3F.$;
LC7SSh:5,Olt C�STS INC:UItI2F,f3, INCLUI�IN�i IN(;I[)FiNTAL, INI�I1tH<;T,SPI:CULATIVF:,C,Oh�1;iI:QUY:NTtAL, 5Nf-:C'.IAL;
t?IJNCTNE, t7f� EXEMI'LAI2Y DaMAC�S (7F' ANY h'iND (1�rHE'('HER E3ASEL? ON CC)N'f'I2AC"I', 7`C}IL'i', INGL(JI7fNC
�IECiLl��;NG'�,C�I'ItICI'LIA�1371.1'I'Y,H`1tA{JD,Olt b'I'H�RW15�,ORS"l'a'PU I'E;S,R�CiUI�t�'IlONS,:OIC ANY�?'fHhlt'f�'H�+OKY�},
ATttSIR'(i�UT i)F C?tt]N Ct�N\TECTTON WtTH THE ACiREEMEN7'.
3. Cfiva�geliAcky, P'ees,Re�ee�ve Account; 1?tc. If f3illcr incuis cxccssivc C'h;�rgc1}acks;in inv�icc Cloucl's sotc dctcrniiii�tion,or
other�vise fails to psy fees z�r cltar�es,or tF�ereare in�uf7'ieieniluntls farinvc�ice Clqud tc�debit amaurits for whictr Billeris�'esportsible}�ereunder;
in�d�ition to otllcr rcmedics uudcr tlus Agrcctucut;lnvoicc Glouci{or thc payn�cnt��roccssorl may takc tlic followiug actions:(i}notiiy i3illcr af
u ne�v rate Lhat will lae cfiargecl to prcrcess C"hargel��cks;(ii)cotl�ct fram F3illeran 2inouni re:�scmably eleterminzti by}nv<ricef,Ibud(ot ifi�naym�nt
proc�ssor)€o t�e snf�icieut to cover auticf�inted Cltnr�el�acks anci ail related fees,E�eualties,expenses,aud fuees,or increase aaeserueai�atmr,{iii)
rcquirc 13illcr t���romptly cstablis{i a Rcscrvc�lacaunt as cictcrmincd by Inv�icc Clotiti, �r(i�c}tcnninatc thc Ag-ccmcnt. fiillcF shall bc
responsible to Invt�ic�Cinud i"or and sha}I prom��tJq��ay lo lirvoic�Cloud such ePtarges req�rired to fte��airl 6p k�iller;and�ny G�iar�zbacks,6y
any��i1y;in¢luding avit�iAut liiuitatian Chargeb�cks claitn�rl by ztuy�aymeut and ci•edit c3rd�rocessois, Gairk,esr otlier fu�wci�l seivic�s
oryanization.
To thc cxtcnt}�crmittcd by applicablc law,�3iltcrstiall indcnsnify,dcfcn�j a»tt hold Invcaicc C:louti,its liocnsorrs and Invaict Cl�uti's subsidiarics,
affiliates,cafGcers,d7rector:5,ern�loyse�,atiomeys,ager�is,and pa}�tnerrt}�racestiur�Itanrrless from arid zteainst any ar�d ail claitins,casts,darnages,
lasscs,liaUilitic�wd cxpcusos{inciudu�g�ttorucys'fccs aiic]cosrs}arisuig out bf os•iu co�ncction wlth any clan7i,c�uso of aotiQn,lawsuit;
ac3mrnisirati�eamciimn»1 inuesti�ation,churge;�ciicm or�laim alle�ing:(i)ai�y-cliurge�gainst any�reserves rzyinred l�y payment or credit c2vd
pro�essais;(ii) Cl�a��gebaaks,Net�v�rk Fees and i�isu�cian�y of futit�s in any Biller Bank Acconnt,by any parry,i��clt��ing witlTout limitati��i
f:h;�rgcb�eks ciaimccl U}�any paymcnt and crctiit carcl proccssors,bat�k,or qthcr financial scrvicas argani�arion;(iii)that uso of any(:ustontc�
llata infrin�es the rights of a third party;(i�•)a vinlanon hy Biller of Biller's representatibns and�v�rranties or t�e hreach tiy B911er or Biller's
uscrs c�r C:ustamoi-s af Yhis Agrccmcnt inclutiing witirout Cimit�tioi�incamplctc cir inaccuixtc T��nsactions;(v}13illce'S viol�tion c�f uqy thiizl purt}�
payineni anci credit car�i pracessing a�reerl�ent and rpercliat�t�greernent;or(vi)r�latiitg directly ar ittdirectly ts�Biller's or ifs aUtlic�rized users'
usc of thc Scn�icc. Billor represcnts ancl warr�l7ts that#ho Billur Baiilc Aecount(s}will contain suf�icicnt funds fo covcr wy cstitnatcd Yinancial
e�p«sure t�ased ni�reasc�n�tile criteria firr t'har�etsacks,AC;H r�jecLS c�r raversals;creditti,reian7s,an�l rall additi�nal IiabiliCie.�ai�iici��iletl under
this A�;rccmcnt,iuclu�u�g,but nut linvtcd to Cl�argc��cks,f`iucs,fccs and pcualtics:Iuvoicc Clouii rnay,at its sulc discrctiou,collcct fccs rclatcd
to t:harg�back�and ACl i rcjects ancl revc�sals,ar otficr rcfunci5 or crciiitis from 13ilicr'scust�mc��s.
4.f;crtnin Corrtractexal'Fcrans.The follnwin�only applies in the extenf nat�tMerwise addressed in thebgreement:
LLNllTLD WAP.RAi'v'TY:THL SLR�7IC�S�R�FROVl[?�D"AS 1S".r1LL CXPRCSSLI7 ANb IMPLILLI WhRIU1NTIGS ARG HGR�I3Y
D15{;LAl1Y9f;D GVI`1'H fihSl}h;("1' '1'C) '1'HH IN"I'kiG12A'I'lON f",OMI'471VHN"PS INCLUI?INCi }3lJ')' PJ�7` LtMI"I'f:17 'I'f) '!'Hf: IMNLIFsC3
E�1/AIt1Z,�N'I'I�S OF'M�ItC'.HAN'I'Ak3ILP1'Y,h'PIN�SS h'O1t A 1'AlZ'1'IC;UL.AIt I�l1R1�05�;,t�.ND A("r.�,JNS7'L1`i'�N'f L7�:H�;C`1'S.
NQTWITHST.4NI7ING AI�TI'OTFi�R PROt�ISION OF THC AGRL�MLNT,III�t4'OIC�CLOT.TD'S ANI3lcNY C3F ITS AFFILIAT�'S TOTAL
A�rCiTtE�ATE LiABTLTTY F�It ANY DTI2EGT L7AMAt�ES SNALL N(�T EXGEED 7'HE AMQTNTS AGTUALLY PAil7 i3Y AND/(7it
DIJ�PROM BILLCR PC?RTH�S�RL'ICGS 1NTH�TW�Ll'G(12)MONTH PGRIOD IMM�I7IATCLI'PR�C�DiNG TH�LVLNT G1V1NC`,
Itl$h "C(J'1'H1; C;LAIM F'OR I�AMAGh;S. IN IV(� t;Yh:N'I'SH.ALL 7NV(�IC.`F. CLOU[)AN1�1(712 ANY (�F 1'C."y r�:F"F'1LIA"I'ES ANI7/C)12
LICENS(?R5 BE LIABLE TL7 ANYUNE FOR�1QY INDIREC;T,PLPVITiC'E,SPECL4L,Eh'EMPLARY,INGIDENTAL,GONSEC�UENTIAL
DAMACirS(W('.1.lJd71NG 1.�SS OF 1�AT1�.Rfl�(:N[.1r;FRC�IFITS,USIi OR{7Tf#RR GC:O�FJMIC�/�1?W�1NTA(iR)hRfSING O1:17'�F,QR
iN ANY WAY Ct)NTTECTET3 WiTH THE SET2ViC$,EVEN"iF THE PATtTY F`RC?M WiT(CH DANfACiES AtiE$ET1QG S()TICiHT OT2 SI7GH
PItRTY'S hi'Tll,111TCS OR LI��'�St7RS HAVL BLL1V FRCVIOL�SLY t1D�%1S�D OP THL POSSIBILITY taI'SUCH Dt1NtAC;�S.Ccrtain
sTates a�»eUor jurisdiotinns�la�rpLatlOwthe exr.�risratt c7f implierl warrarities or litnitation of}ia�ility forcincide��k11,cuuceqiteirtial orceetain oCker ',
types of�ianiages,so thc cxclusians sct forth abovc tnay not apply to�illcr. '
i'o ilie extenl that the 13ille��'s A�;reernent tii7es nol have a 13ili�rindetnnilicalrcm,(nnited>varranly,oriirtfitatian csl"linliility cla�u�e respectively, '
ar to tl�c c�:�ccnt t1saY f�erc is n�5 Billcr A�rcoivcnt�fl�c�lauscs in Ylus S�cfion 4 shall appl};conCrol,and bc biuding an tlicBill�r.Wiicrc t7�crc is '
no 13ilier rlgreemer�l,ihe terrns of ihese 13Hlet Tenns and(:ontiitions{ai�d auy oitier farmy)st�all be the sole�nd entire ugreement Uetween(he
��artics.
5 Euca3�pted Cna•d itcadors(Appticable svhcre Gord Rcaders as desimated on ttac Biticr Oz•dcrForm).
Eticrypted Card Readers(qr C�rd Readers as tles�ribed in d�e Bili er C3rder Fornt)�re�rovided ta the Bi11er'for Llieir:nse uti�er 1iGense Tees�7rx7vided
in khe Biller Order Foran.invoice C1oL�d�rrovicles to Billerall�rcrdnc�.tzm a license basis,Biller tivill be ftrlly resp�risible for�ll products incliiding
tividznnt liuiit<itiou all risk�f loss v1d dsuilagc ta proeluc�ts�vhilc in its posscssion or ct�ntrol,�avc narmal tvcar and tcar:
Whci'c J�rvo��c Clotttl paYivid�s cnory�atci{card�•ctir�crs,tlic fc�ltpwing additipnal tsrms.apply(with "prodttct5"or"dcvicv"in tlii5 Scctibtt;5
rcfcrru�g to thc cncsyptcci card Pcadcts):
a; Invciicc Cloud anfl thc rnanufactiircr���an�ants tltat thc�roducts j�rovidccl pu�sGant to this Agrcenicnt wiil pertorin'itit
accordance with fhe manufacturzr's published specifications:Should a product fail to canfann to a�plicable manufacturer's specifications;repair
p�rts�ud replacctticut prodtiexs��ill fic fiymishcd on�n cxch�ngc basis aud wil]Vc cidacr rccoudikiar�cd aa•ncw as spccificd ticlaw�Tlus liruitcd
warr�atty claes trai int:lsid�:��rvr'ce lo re�t�ir damag�ic�ftie�arnduelxes�iltifiy froitt:acciclent,disaster unreasc�nabla[��e,rnisuse,abuse�custpmer's,
Rcscllcl•'s;ar an}�othcr tlurd party's negligcvcc,or uon-uranufaoturcr ruodificatioii-af tlio pinduct.tuvoicc Cloud rescrvcs'tlie ri�l�t to cx<iniinc
Uae tiJleg��i deCec�ive product to deCermine�wlielher t13e�warcanty�is a��rlicuble.Withaul Iimitin�;(he�enerufitp t�l�the Coi'��oing�,�nvcrice-C(oud
and tlie product niamrfacmrer speGifically disclaun any liabiliry ar wartan.ry for axiy pi�ac�ticrresald in ofker than ut5tulfachu�er's oiiginal paCkages,
<tr�d for pi'prltxctl nit�dificd,altcrod,rc�xzirc8;maintaincci;ar trcatati l�y t�iticr,its qttstontcrs,antUor eny third 17arty:;Scrvice trn a detcccivc pradiict
Biller Tertns and Caneiitions v5.1:? �,
m���he�niuinee117��delivering the�i-pciuct clunng lhe warranl��periad as enstnietect Uy Inv�ica Glouti.
b. Tl�c foll�wing is thc rcpair and re�la�;cmcnt�aolicy for acicfcctivcyrodnrt:
Tteplacen�ent ffequ��ts—Biller�hall�protnpdy notify Inva�ce Clotiid that tPie r]evic�is nof wcirking,via�mail,phone call ar help
cicsk tickct.luvaicrGlout3�t�ill u�datc and(ora�cn a uc�v l�clp drsk tickct Y'or tIic groduci swap rcplaccincnt rcqucst. Billcr iuust
provide lhe serial tturnher aT tha de�ice lhat is ncrl Gvorkiflb.
Rcplaccmcnt dcvicewill hc shippcd to thc 13illcr as notccl an thc hclp tic.5k tickct issuc<I by'Invnicc t;ibutl.
S�u�rping MeCtiod:Replacer7reot dez�ices will l�e stiipp�d vi�t x cominercinl Sfiippingsei�fr-t:ztt no c}rarge to tlTe Sille��.If Bit�er rteeds
lhe dev�cc�sent t�ia pverni�*hl ship��in�there is an add'rtiona3 cosl i7C$35.(N)per rlevice.
f3illerha5 14 business days[ta return a device thal isfl�t�vi�rkingio ary addrefis specitied liy Invaice C:laud on lhe return help desk licket,
delivery ar postaae pre-paiii.h';tiCw'e Lia retum lhe non-working clevice may resulL in a<ldilianal fee.�an<{ch;�r�es Lo 13iller.
Im�oicc Gfoud sh211 usc roast7nab1e ctiarts to prnvi<�¢fhc cneryptct� card reada`scEvio� in an unintar'ivjatcd, contianou� n�flnncr. C3i11Gr
UT1L�eiSlBTIl�S��H1iT��5}T'ee5 lh�L:iptV1C�S t7l�y be neTt�C�IC1��y�(7��(lt]C't}1'C1l}1eriVISt*7YIl)�el'8h��e IIl 4r�CT�OY�I11v�1C2��'�(711C1 l(Y�'�7�i�0iii1 Til£1111LZ11817Gf'.�,
iustall or test sti�frwarc,or for t5tlicr coASiincrcially rcasona(ilc busiucss purposos and Yhat dut�in�sucl�tiinc cnrd readcz-,sciz�icc scrviocs may iiaf
tic piovitictl.Riflcr furlhcrunc(4r l�ntls snd agrccs that frc�m iimc t�timc cartl i�;udcr sc�vicc scrviccs may 17c otT'l`n7c c�r Uthcn��isc innpera(�Ic as
n i•esnit uf the failure of enuip�tient or serv ices p�•u�iided to the rriarrufncturer by Chis•d parTies(for examp}e,publ'rc or priclte trler.ummunicatiorrs
s�rvices or inlernet notles ar('scilities;t7c�erall Tntemel cc�n,+.,*estion,unat�ailal�ilily t>f internei tervice�;,Such�ti I�NS services),and ihal during
snclt tiine Seivic�s may nat lie nrovislecl.Furth�ruaeire,Biller tiuderstauds<�nd agrees ti�at the pt•ovisioLs of any 5eavices:wd otliey-��erfUruianc es
hcrcwiticr will Uc cxcuscc�fbr any ofthca'cr�ons sct fortl�licrciri.In tltc cccnCoftanforesccn ncttiva�-k or cyuipmcnt failurc,manufactuti'cr�vill
use cortrrr�t;rcially reasonable eftans to r-zstore[�re Sarvices irr a r�asonabrlity prampt f�shiors.Manufacturer rn�y,framlitne to time,iu its sa1�
discrctiou,niodify thc ns��uea•lil which it proviiias sciviccs,aud in�diiy its sbi�wr�rc and systcins,afl of wl�ich may resuif iu a cl�a�gc ui tJ�c
mannerin u-hielt m�inuTaotureir��rc>yides the sall�vare uncJ systems�xt�v�ded,h��see��er,that�uch mc�cliiiealicrti��nd/csr chan�es�1a ncat ilegr.�de
the level af.�r h�ve a materi�l adverse unpact t�pou�e feahires aud fi5iictionaliry of tl�e Seivices.
c. EYCEPT A5 PROVIDED IN THIS SECTION fi,INVOICE CLOUD A1VU'CHE I7EVICE 14T1iNUFACTURER MAKE
NCl l?TI IF.R W,4RRANTY;F.XPRF.SSt?R IMPI:IF.D,AN[?INVIJl('.E C'I,�tJp AND'TIfF,t)RVI(:F.MANUFACT[JRF,R 1?ISG.AIh�ANY
��ARitANTY C7F ANY�TNER KTND INCLUDTNC, �'�TTH(7UT LiMI'I'RTi(?N, ANY WARitAN'I'Y C)F NfERCifiANTABTLTTY t7Tt
I�ITNCSS Pt�R h PARTICULAR PlJRP4S�.BILL�R AGdt�LS <hND ACKN{3WL�L7GLS THAT t1LL PR(?bUCT5 IlND D�1�1CGS t1RL
(7h'h'�:It�;L7 A(VIJ'I�ILi�V113�174)N AN"AS IS"BA,r1S.
cl. Ra�ponsibiliti�sof73iilor.13illt;�•r5 responsihlc fortl7efc>Ilpwing:(i}prnviding lntoiccL;ltitGd wiYh S st2tic IP�ddic,e5"
or a sPe�ific r1n�;e af st�tic TP adclres4es,{ii)c.orifidentialiry-k�f�acl��nd User'sData.E3iller is solely respons'rble fiir ensunn�the sectue
txansmissiou of any data that I4iller transiuits to inv�ice Cl�ud("13iller Transmitted lnfonn�tion"),1nd invoice Cloud and tlie tnanufacturer
will tiave nq liability lhereR�re(provided thrit the ni3nc�(acturerwill use Biller lnfoniialion ianly fi�r,�nrn<�ses i�fthis r��eement}.Billeris sz�lely
respansiUle far adapting,unplcmcntiu�,nud maintaiuing apprapriat�ancl cf�cctivc sccuaity iirrasures,proccdures,policics,aird stanciu�is wd
any�rthcr bcst practicc:;availahtc Yn prot�ct tha�onfidontiat'rty"af 13ill�r T?ata,Qii)protectiiig.thc confpdentiality t�f any infi�rmtttian starcei aa
Biifer"s 5�rwers,and(iv}usiiig t}�e Services in tJie rnaru�er inslructe�l by Trrvoice Cloud and tha rnarru!'acLurer artd otherwise in iMe maidier
infi:ndcd.
e. Netu•ark Security,13iller.gl7:�ll be a�ilely respvn5ible forensuring llrat authc�rir.eci I3illerem��t�yee�and cantrac(ors are
not security risks.UPan invoice Cloud's reqnest,Biller will promptly provide Pnvoice G'loud with any informatian re�sori�bly necessary for
Invoice t,loud to evaluale security is5uas:ancUorcc�ncerns relatits�tn a7ry�utlxiriie�i F3ilier�in�5loyee ancU�ircontr�ctt�c F.ach 1�atty will liesiilely
respousible for tYie selecCion,iniplemeriCatioir,a�d inaiuteri�uoe o£security proseelGires-aud�olicies fli�ie are sutficienr ta ensare that(a)st�oh
party's usc of an}�nctwork o��intcrnctcanncction is sccurc and:is uscd only for aathori�c<i�urposcs,anti jl�)such��arty's busin�ss rccortisand
ciata arc protectcd ag�inst i�uliror�cr acccss;usc,loss;altcratiou;audior�Icstilsction;
f. Billcr shall providc Inv�icc Cloud witli physical�cccss ta tlic doriccs upon rcc�irest aftct a�cason�blc adva�scnoticc.Biller
sHdll npl,nnr ullow ar�yThirtl Pariy tt�,mv�iify,rejriir;repli�ce,relcrcale,sell,lexse;assign,ericumber,orolheiwise tamper�vilh�ny�fthedeyic�
without invoice Clou3's express cvritten consenc.Any change of the iacafian of any de�ice rnay warranf that Biller pay 7nvoica Cinud any
additic�naf i�stallatiun-and relateil charxesastioc'taled wi[fi sueh relt�caLran,chargetl lay lnvoice(:lour3's ibirtl-harty vendorr;.At ihe�itd(ifi[he
Germ,BiSler sl�all Ue respan�ible i�promptlp retar�t��Il devices,fi•�igYit prepaid l�y Invoice Clattd,to Iiavoice Cloud af tl�e��laee fl�um w}aic1�devices
was shi�a�>cd(or as othcrwisc ticsignitcd by Inv�icc t;loutl)in�s gooi3 condition�u cxists at thc commcnccrncnt of thctcrnr,rc�tsor7al�ip wcar anti
tear,and casual(�;in respecl�hereto exce�t2d.$ill�r shall use edc}t tlati,ic�nt all litflet in a prb�er,dili�etit,antti workmanlike manner�r�d rn sucl�
ivaimcr as'wiIl not d�ivagc or iujurc t7ic dcvicc exccpt Uy thc orclivary wcar�ud tcar of such dct•icc:lu thc evcnt ofdarnn�c to any dcvicc,i3illcr
shJll noiiiy In4�oice C'I�wd who shall renlace i>r Tepair the�1avi�e at t3ilier'[;expentie.
g. DeviCes dncl all parts and components tliereof s}tall relain theia cliaracter as�Sersonxl prbperty an�i all right,title anrl
interesC i��at��3 to s}i211 nut Pass ta Biller or any thirc3 parry,but tiUe�iitl zrwnership-shall rernain ex�Tasively wRh Ttrvoica Cloird.Biller sli�kt Ue
and shall lsavc thc clutios afa L�ailec of tl�c dcvicca,I�i11cr sha11 not rcruovc;conccal,or sat�citixisc u�fc�rfcrro�vith f1�c Yitic c5r��vnci�lu�x}�lafcof '
I�ivoice�`1oi�d affixe�l t�any clevice iwtil aud iwless sveli deviceis purchased,and fi[Il paymeui'i�made as heceui provideri,Yf�iller sella,a�si�ns;
picctgcs,or attc�i7pts to scit ar assign dovicc:s or any intcr-cst thcrcin,or if i3illcr dcfautts in�ny ot thc ca�cnants,c�nciitions i�r provisians of this
A�ree�nent,it is a�r�etl that hrv5i��Cloud rna}irrttrietiiately arid�vilhout m�Lice takepossession c�f thezlevrees�vl7ere Pound axid rernav�ancl ke�p
or dispasc of tl�c sanrc ai�d any uupaid fccs sliall afi aucc t�cconic�luc vid p�ryable 6}�Billcr,If`auy stcp is t�ilicn(�y Icgal ackiau or othcnvisc by
f�ruice C'ItSud ta recover Pntises;;ion c�f atry device{i)ar olhenvise enforce tl�is�.greemenl ar to callect maney�due hereunder,I�i1ler il�all
pirocn�tly reuubtirse Itivoice Gloiid for�lle�cp�nses aud chArges incUrred by Itrvcaice Ctotrd,�sc�uding r�eas�tiable auvrne��'s fees.
6. Kio�k��(a�pliistt�l�where l.iasks(It�ti s�re�n�bvided by fn��aict�CJou@as desi�nnked an ihe$illerE)rdert��armJ.
K��sks(as dcscribctl'tn ttic Tiil(cr t}���r Fomt}arc proG'idc<i ta f3illcr for t�cc bV lnv��cc C'lpuci ttndcr a ticcnsc:fcc prn�idcd in thc I3illcr C�rdcr P�ri17,
Tnvnice Clniici provides u�$iller lhe prod4ists{as clefit�ed below)o��a li�e�tse b��tirs:$rllerwill Y,e fully respons'rbl�!"or till kiasks iucludirrg�villibut
liinitatiotr�ll rAsk of'loss aud daiv�gc to r�roducts wUilc in its posscssion or conh�ol,sa�rc tYoilnal�vcar a�id tcar.
k3illcr Tcrn�G and C"nnditions v5_1:2 5
Whcrclnvoicc C'loud provicics kiasks„thc:fo(lowing aciciitionai tcrms apRly(with"Pcaducts"znci"i<rosks"in this Scctign 6rcfcrring 4ca thc kipsks
and any firrn�vareand software<ind applitable tiaoutnenli�ti�rir�nctiiclec��uiUt tP�a}iitr�ks at�cV6t I'roduct,ls t}re sarrte may be ut�gradrxl,.�nodi(ied,aTac1
calianc�d fio�v rimc#o tinzc):
a. License.Invoice C1oud grants to Bilier a nou-e:�clusice,norx-transferrat�le,non-suUliceizsat�le right to use the I'raiucts for its
Gustamc�s dUring thc tcrm pf Yhis/�grcCnici7i,:tncl subjccC to thc tcrms Ircret5f:T15c forcgoittg right includcs,wifhtiut fimitsltion,thc right#a intitall
and use tlieT'mdG�cls�'or purpgses reasot�ably r-elaled to the subject trralter of this Agreemeni,incl�iding,6ul not lirni��d to,tesling;artd slaging gf
thc Praducts.tlll ri:.hts not spccific;�lly�autcd to Billcn c�rcuucicr arc resen�cd t�y Invoicc Cloud and theduosk manufacturcP;Any=uid t+ll iutcllcctual
properly rights to tfie�l'roducir sliall bel<m�solely to:Invoice C!t>ud r�nd lhe marruTacturer.Wiihout3imit�ng tfie��?eneralityofthe�oregaing,d�livered
I'tadnctsslsall nat tre(al co�ried,clis�ributed,madi�ie�l,u�ans]at�t1,adapted or alrered.u�part or•iu�vl�t�le,iii auy way or(b)de�ompilecL disasse�n�leci
or reverseengineered t�r un6undled fr�c�rn any pruducl nor may Biller tieek,rrr eny inam�er;t<>disci�ver,discli�se c�r use any sourcz ei�de;proprrelary
algoritluns;tccluiiqtfcs or othcr C'oufidctit�fll Lifonu�uon coutaincd tl�crciu.L�a�fditioca,Billcr may uot piaducc;copy,altcr,or iiiodif'y wy oftl�c
Products arProduct pdckaging ar labcling,ar conibinc Products with any otlicr�roc�uct�rscrvices for salc wichout priar writtc�i Gonscnt of Invoicc
Cland;sucti conseift tnay be giveri arwitithelcl in t}"�e sole di�cretiora ofTnvoiee Gloud.Bitler slrall n�t�i�se,re�r�ove,cover,defaee,crbscw�e,or�lter
any colayrigl�t,tiadem�u•k,or p�tcnt noticc,guarantcc;ar atl7crstatcmcnt Ui marking,affixcd or al��licci by Invoicc Cloud crr thc m�ntafactarcr on or
tb eiLh�r lhe PruducLs«r any�>iher lechnrcal G�r praiuutrr�nal material relate�f tp lh�ProducL�.
li: t�lanuf;�cturcr Lrmitcd�V'ai'�antv.VJhcrc lm�aicc Clotad providcs ki�sks ta 13illcr(as opposccl ta 13ilicr contracting dircctly
�vith a t}riTd p�rty fs�r the provision crf a kiotik),the manuPac:turer w�rrants that lh�-1'radue;ts pr�viti�d�aursuanl la this A�r�emertt�,-i11 materially
pctfonn in accordancc with thc nt�rn�fachucr's�x�l�lislicd spccific.ations:tiVarranty scrvicc is dctailcd ui Scctian 6(d)bclow.Sl�ould tl�c Proclnct fail
tca canfoi�n t�mJnufactiuer's speciticuti�ns, rep�ir���rts anti replacemenL Producis wi[I be furnislieci on an exchange basis and q�ill be either
recanciitioned or new as specifiecl belovr.This lirnite�}wzrr,�nt}=cloes not ivctude sen�ic�to repair tlama�a to the T'roduct resulting fronr accident,
disastoi;unrcasonablc Easc.mi$ixsc,avuso,tlic ucgligcucc of Lf�illcr or any third party,bc nr�n-irtamifacturcr inodificatian afthc Pioducfi;invaicc Gioird
autl tlie m�unfacttu•ei•reserve tlie riglif.ta e;c�uuine the alleged defecdve Praduct to�letenniue whedier tlie wananry is applic�lile.THE PRODUCTS
FR(JM 1NS�QIC�C`.f,(?tJt}ilRf:PROVIf�RD STRICTI.Y"RS IS"ANI� INV(�fCl?C'I,�I.1I?I�N17 Klt}SK.C:OM9 SPf?C'fFlCA7J Y 171SCI.l�1M
ALL 1V'.ttiltAN'I'l�S AND Ct)NDI I't(?NS,l�JHN;'P'H$It WIZI'I'I'�N,012AL��XI'Ii�SS,1M1'L,I�t3,{7IZ 51'A'I'U'i'C}IiY,1NC:L.IJ(71NC,t3U1'NO I
L1NL[TCI7 Tt�, WA.E�i2A1�1T1�S 4�1TH R�SP�GT T� 1VILRCIL�'�Tt16lI,1TY OR I'1TN�SS �f�R r� PARTICULAR PURP(?SC; NON-
INF'ItINCiFMF:N'!';0t2 WAI�IiAN"CJ}:S A121SINCi FItOM US�CI:OI'"I'I2Af3Fi,Ct}UI'�SF:t7F'I�F:Rh'{�l2MANF'Fi C71t I�I:t�LII�Ci.
c. 'fcrn�and Gffcet vf TcEn�ination,Minini�im fcc characs as provicicd it�thc i3illct-(7rdor Fon�i shall a�}�ly fram tltc carliur of
finir weeks frc�n�date df delivery lo Biller of eac}i a��piicable kici�k or U�e d�te th�t ilie kiosk is operTlit�r�ai.No(Gvitfisiancling anyq�ing lo'(he conirary
iu thc Billcr Aerccmcnt,aud nahvithstaiiding�uytl�inq to tl�c contraiy ui any liinitation ofliability}�rovision in tl�c Billec:'1��ccmcnt,in tuc c��cnY tliat
lhe�F3iller A;;reeit�ent c�r r�th�r�.i�reenTent t�et+.veen Imroice t11A�ud and the��t3iller p�rinits Hitter to t�rrniitate the�.A�reement sn�any ort�er relating�'t��
kiosks for ttie Biller's cuuveuie��ce,Biller sltall pay an the et"fective date pf siicl�teruunation:{a)al1 amounts due f'or the use af and a11 fir�ctsacrion
�ees du�i"c�r use<�I"ihe kiusks as c��the eCTectivz date c�f termin�tion;(h)all nmount�that�vc�uld have been due tn invni�e C:I�hid thrt7ugh lhe end ul'
tlicl7tcr uf Uic tcrmrcfcrcnccd iu tl�c Bilici Agrccmcu�ai•tl5c tcnsi aY'tuc kiosks rcfcrcnccd in tl�c Billcr Ordcr Form,t�otwitlistaudu�g tllc tcruuiintiou,
I�as4d cm tlic minimum ttans�ctit�n fccs c�m tl7c 13illcr Orcicr Form tinics thc num6cr-of matltli�r�ni�ii�ing isi tlic tcnri iti thc i3illcr Order F�nn
inm7ediately prior to the effective�iate of termi��aeio�r,{c)nll amounts clue from Biller to the manuf�chuerfor services or pa��ts pi�actvee�,and(d)any
committed-usd non-canee11ab1e amoimtsfor equipment,Praluctsor ki�sks,purchaseii by lnvoice C1ort�1 xts�resultofAiller's orc3er ofkiosks,
d. Wi�nn�2tv Sci�c�icc. Scn=icc�vny bo olitaincd as fallows Lmdct�t7sa Adrauceci �xclian�c and Ficid Scraicc Wairaury fi•oiu
hiosk..com:
�dvzuic��F:xehsnge and hieicl Serviee Watranty�fbvides�1"aetary�a�t�stc�cking�rlarr urilh p��ernr'glit shippin�designec�u�minimize
busilless disrlii�tio�i.The l�iwzlleil wm•rauty�ocer-s re�alacemet�tof auy failed���rt or warluuausl�ip,�s well as the Field Seivice Tecluiici�l
s�tc oisit cx��cnsc tr�intplcmcnt tlic rcpl�eement part swa��.
Expectatiuns surraunsiing tfie scope af fhe Kiosk.com Advanced Exchange 8c Fietd Sec-vice Warran#g•are as ffollow•s:
i. AcIv;�nced ERclrangc c4�Field ScrFicc licscriyation
o Fhone:and iWair•ranty�Paris Shipment Suppue•t,ln thccvcnt thatdlicrc is a warrarity orsupl�tyrt issuc with�ny l:itisk,
please cuiataot I�ivdiee Clot�d stiippoit.TI�z Exehatige�'an2riry uittli�ted tael�wapplies.
a Ifrc�laccmcntpart ancUorFicld 5crvicc Tcchnicitan isrcquircd,Invoica Cloud{throup�i thc inulu4`�cturcr)anan�cs f'vr
overni�ht shipuient af i�placeinetic C�v�t,a,arid sct�edules t!re Kiosk.coui�"ield Tecluiician Ui�it xo a�rive�tvhically witl�in
?4 hours af cali receipt},
a� �ervica�vill be�rovicled pursuant tn�service l�cvel pre�viiled in tlie�LA dddendum al�n'�ct��:iiivoiccui€�u�i.ncUsla
P No cl�argc for tc�alaccmcnt coulponcuts to tlic cxtcut narr<uitcd hcrcaudci<rnd subjcct to tl�c tteins and conclitious
}iereiit: �
� fCi�sk:cam covers iril�pund anci outl��unii shipping�qsts tti�-taile<Ureplacement parts excep[as prt>vi<ied herein:The
nruiiufactvrcf•grc�vidcs thc Billcr wi#h aii��A uumbcr and m prc paid r�turn slirpping labcl witI�ca�h tcpleT�cincnt
componcnt.Whcn thc I3illcr rcccivcs thc rcplaccmcnt,thc failcd part is t(ycn rcturncd�vith thc 1Ciosk.cc�m prc-paidlabcl.
ii,[�,xch�nge 1'Jxrrsan#y—t)ut c�f SCone ltemy
� TPie tvarranty and sug7pari coirimiti7ients isiclu<le lhe carigiiial kinsk etrclosure ancl�ril compcanenLs as shi��ped frorn ihe
manufuclurer's factc�r} Uul tiries nol iiiclucle �onsi�ne<i compon�nts, any 13iHzr or susie�mer s�flware xpplicaLion, networl:
c�innectiviry sercice,custom rt�ndificatio�xs,or�ch�tige�-tnaile to the system,cteaning,installation„or rep�rsiGouin?bPany systern;
• RattSrried parts witis No D�fecC Found(follo4ving t}re tx�annfachirer failure ar�alysis)will be billed back Co the Biller.
N�l�etect Found fees inclnde re��ersat of any c�m�nentcredit,any applicabie shipping and handling fees,and an houriy RMA
diagriasfie fee of$125ll�our.
Biller Terms aucl C'an<lil.ians v5:1.2 �
a-- The mosi c,nmmpn gource c�f�N�I�efecL knunc(purts�is com�onent mdintenance�a�,d ciednin�negiect in 41ie�field..(3ilier
is responsiUlc farkcc�in;c.icl�kiosk cican tluoug$acc.asioual�vapulg down�vitli damp clotli,dustiu�;ctc.
• Wsairant}�dc�cstic�tinclutia�nycttstnmcrapplicati�msoftw�arc,cfrivcrs,orspccialint�rf'�icccc�uipmcntancic�nfiguration
uiiless�sperifi�ally n�teQ i��th�purcha3ect�ntr�dct:
a Thc warrant��iqcs not a}�UI}�to cxpcntiabfc itcros(i:c:,nnrnral wcar and tcar of cxtcmal gra�hics,ctc.).Puint tiamagc
duc to tiortn�l�ucar and tcar isfiot co�-cred undcr this�vari�anty.Paivedaniagc resultui�;fi-ocn�nauufacturiug dcfccts will bc co�>crcd
hy thi:;+t+�rc;�nty:
. Dania�,e caused 1�p clraniii�,ne�;lect,vandali�m,physicsl ahutie;or environmentdl acts of Ciod are nt�t ca��ered uncler
tivs warrauty.
iii, Aciditi�)naal-Psch.tn�e&Feeld Servise lirarranty Tee'my and ConditiUny
• W�nauty scrvicc is guarantccd for 30 clays fvr�4�oikmauas7�ip aftcr thc scili�c iscoa��lctc:
gi Rcplacciucnt con3pbncnts arcnot guatantcod ta l�c nc�v companants aud au�y coinc fi'oin t15e��nufi�cturcr i•cfiirtiistrcd
�nd tested:stack-(at ttse discr�trou ofthe�nanu�aetucer}.
0 Ttredhr�e-year warranty on�art de�`ects i,,noL extendecl iCreplacement:��arLs zire ptavide�l in�mmriTeTiance aciion.
• '1'his wamnly is��uided by inisuse,accidenl,mut(ific ation,:uid uvsciitable physical ur operai.nig envirunment,itnpruper
maiutcn�ucc by Billcr,a Cuscouicr or any othcr tlurd pa�ry,nr customci's othcr scnicc or�;7uizations;rcmov�l ur altcration ofpait
iticntifiyation,�i•failurc causcci by a proctucY�r cam{�oncnt nc�t supplic�by Invt�ic;e C:Iauti qr m�nufacturcr,�r fcir��liicli Invoiuc
C'lotici or tl�c uianuti+cturcr is uat respausiblc,or�auy inoditicacious ar cl�augcs to compoiicnts or to thc kiosk u�ithain Iuvaicc
Gloud's wrilten apprc�val�
� Itequetits Ibr optiy�nal I lourly hiela Service Technician se��Fice�alls must be��eceived by 1.CHl l�m MST,,Mc�nda�
tUroue,h f'i•iday(exce�t uation�l holidays},tn be eli�iblefor tUe next husiuess tlay site arriv�cI(?-�-hour�rsei��ica ni�uic.Teahnici�u
requesl calls reeeived afGer 1.00 pm M5'I'wil[be scBeduted on lhe I`olluwui;l�usiuess day.rield servicz charge is 5175 lbour:
+ L3iI1cr�vi1t pro��idc ousitc cont��ts for cach location:�xccpt'tons to£ulfilluicut qf onsiCo scncicc can uiciudc l�alidays or
�venCs that pcnhibiY��cess to ifie lacaCiorx,
m Keys rtrusC be t�n�site arfid available�riar tQ tl�e elic�a�t�tt af a FiretciTec}tittici�n:
� Payrnent�f out-nt-scnpe service I'ees rs due up�tr invtaice:7nvoice Cloud reserves llte ri�fu ta sus��end serviae ancl
su��rk witil dclinqucut�rccouut paymciifis�re sctel6d in full. lnvoicc Claud and thc u�anufacturcr sl�all usc rcasonablc cf�orts ttt
�rovide t}te kiusKs in an m�interrupCatl,continuovs f�shioti. Si�fer urt�leistands�ind agtees Chat seiti ices rnay be periodicallv off lin�
or otiictwisc vioperahlc in orc3cr f'or lnvoicc Cloud ot thc ivanuf`actut�cr ta pertorin m�intcnancc,install or tcst sai'ta-arc,or f'or alhcr
cUmrnerCr�Ii}�t'ea�5nable husriiess 7�ur}�ths�s antl lhal durit7�sueh tSme se�roices may j�a�6e�rravided.t3'r11er Curihei�onderstafrds arid
a�?racs flrat fioui fiinc ta tnnc s�aviccs in�y bc offlinc or otficiwisc iuoperablc as a result af tlic f.�iluYc ofprodircts,cqtiipmcntor
services nr�videct l�rtrattut'acturer;by iliird}�arties(e:g.Puhlic ar��rivate teleaorninurucati��rrs s�rvice;cir internet n��des nr facilities,
QK�crall int�tnct congcstian,auavailability o£iutcruct scn�icos,s��ch as bNS scrvi�cs),and thoC dl�ring 3rlch tinic Strviccs may not
I�e�rovicfed.b'ur(hermor�,13iiler Ginden;tand4 and a�+rees ihat ihe prc�visiuns ol'services anci other perl`ormuiice,c(aereandei'will be
exoused f'or angof the reasans set fQrth hereirt„Ttr tlie�vei�t ofitrf'oreseert netwatk�sr ec�tupmettt failure;che�natiYtf�c�rrer will vse
et�mrnerciatly reati�nable effiiris ti�res[ure Lhe sen-ices in�reasof�a}�ly pmn��si I'a�fiioii.'l'he nrairufacte�rer n�ay irc�m liitie Icr lirne,
in its solc�iiscrction,iuodifp tl��uiazmct in�vhiah it providss s�iti-iccs�rid modif3 its soft��u�auc}systcnas,all of uvl�ich�n1y result
in a ci7an�c iu thc mannci•in which thc n5anufactu�cr provicics thc softw�arc and sysfcros;pmvitictt,hoM�c�ci;thut Such moxlific�tians
and!or char��es will nnt degraz[e the level of,i�r J�ave a matenal aciverse im}�zict rrpor�,ll�e fzati�res antk Crinctictnali�y of tire�trod�iot
pl'fi�IV1C�S�..
h. I2�snari:;ibilities r�f Hifler:
1: $ille3-will be responsif�le for tlte foUowing:(i}proi�iding IuYaice Clouctwitli a static IP acirLess r�r as�aeeiFicrange of
static 1P-,�ddresscs,tm<i{ii)confi�Icnti;�lity�f Cinti Uscr'�T7ata.iiiilcr is solGly resp�nsiblc f�r ciisui ing thc sccm'c transnri�sion of any ti:�t;f that 13illcr
lransmits lo inuoice Gtr�tid("$iller Trnn��tSilLetl InPorinauorr"),and Invaice Claucl arit3 matwCaclurer�viil Fiave itp liatrilily lheret'ora.$iller is solely
icsponsiblc for adoptin�;iuiplcuicntiu�,aud maiutainiug appropriatc aud cffccti��c socur^ity iucasures;proccdurer,�rolicics;and standards,aud 7ny
oilier best pr,�eiice.avuilahle lz�prc�tec(tli�confi�entiaHty c�f 13iller 7"r�ntimi[led Infcrrmalion,(iii)piolectin�Lhe��onfidentia�i(y�ifany�n�lixnnatic�i7�
stored on Biller's senFers,wd(iv)tisuig tlie Seivices ni the�uacu�er insm��:Cecl I�y In��oice Ciottti aud the-i�amtfacrurea��nd orherwlsa ur the uiaru�er
intcn<icd:
2: �>Ilee stiall ba solelyxesponsibie ftrr ei�sucii7g ih�t Biller'S employees�rsd caritr�atur�are caot security risks.Biiler wifl
bestalely i-esEiansibie-far the seleciion,implemenEslic�n,and mainten�nce nC'securily procedur�and pplicieu ilia(xrz sufficient ta ensure ihat(t�}
Billzr's use of die Network Conuectioti is se4Lrre aud is used oiily for:�utliorized piu•�oses,and(b)Sillei•'s t�usinecs rerords and data are protectecl
agtiinst improper acccsti,usc;loss,altcraticrn ordcstruction.
�>. 13iller shall�provicle Invc�ice t:lt�utl�ar tl�e��man[afaclttrer with��hysicvl acress tt1 lhe kit�sks apqn request af�er�
reasonable advance nolice.��E3iller�shdll n�t,nar allc�w any third�urly tb,mociify,r�pair,rel<ae�te,tiell,lease,�.issigp,encuml�er;c�r t�ther�rise iamper
wSt1i any oY'thc kiosks withc�tzt lnvdicc Cloud's or tl�ainanu��cYearcr's cxpr�ss�vriYtcn collscnt:Iv�y char�gc of fihc lacatian of Clio kizssks maytiaarrtmt
lhai_Biller pay Invaice C_lcmd any additipnal inslaUali4m and re}ated chat�es assoe'rated wilh su�h relocatii7n,cf�arbed hy Invoice�loud's third-party
ccntlors.At Uic cuc}of thc tcini,Billcr shatl!�c responsiUlc ta dc-install�tl kiosks,x�cturn alt kiosks,frci�htpicjaaid by Billcr,to L�traiccClancl at tho
pluac finm whiGfi kiasks M as sltippcd(ar as csthcrwisc cicsignatcd by Invoicc Cloud}i�as goc�tl ce�ndition as cxist�;:at tlTe commcncwncntoftlrc tcrm,
re�sonable wear a�rtl Czar,excePCed.Biller slTall us�and ertsitre that The krosks are at�ll Cirnes vsed in a workma�dike m�nner arid in sqah manrie�`as
will not c3acnagu or uijurc thc kiaslts cxccpt by thc or�linary�v�ar wd tcar oF sGich kiosks.In thc cvcnt of damagc to amy kic�sks;l�illcr sl�all pramptly
nt5ti fy Im�oic�Cluud�wh<�5ttall re}�lace or repr�fr the ki�sks at�f3xller'sex�rense:
i. Parsonal Pron�rGy ufitrvtaice Cloud.Ki�sks and a11 parlsa»�l corn�oner�ts ihereofsliall ret�lrn its�fiarnoter as persot5:rl prapetty
Bi11er Terms and C'onditions v5.1.2 7
and all ri�hl,4itleantl interes�Lhereto sliall nat puss tU 13iller,f�ul Lille an�i ownership shslt renaain exclusively with 6nvoice(;lotttl:I3ilier shall he and
shall}tave t}ie duties�fa bailee of the kiosks.B'rller st�all nat reinove,conGeal or otherwise i�itarfere u it}z the titlear ci�t�neeship pl�te ofI�irc�iee Clesikd
attixed tc�kioslis.ifBillcr sclls,assigus c�r attcmpfs to sbll or assipai kiosks or any intcrcat tlicrciu;or i£Billcr�lcfa�ilr.s in any o£tlic ctivciianfs,
(:017C�7110t1S.�OT jiPUV151c)11i()T t�115/�bTt'CCtrietll,1t 1S e�P�.'I"CCC�.thfl��Ylvl)7C�r.�UU(�1718y��ilYlYY1�C11�Le�y�fl{}W7LhpUG tit)LIC��lak�"4'}pSCf551t)Tl�O�{Cit)5�{S 5Nh4'TC
found aud renaovc and kccp or disposc of tlic samc aud any nnpaitl fccs uicludmg all£ccs�s procidcd l�crciii and in tUc Billcr C7rdcr Fonn�cilL Uc
ciuc and paV�b�c.Ifunystcp is fakcn by Icgal:�cticm qr othcnuitic by i m oice C',loucl to rcco���r nUsscssit>n�f 6ciosks c�r othciwisc enfi�rcc:this r�grccnacnt
or ta colicct moncys duc licrctiucicr,I3illcr sl�all p�y Livoicc�laud thc cqui��alcut of thc maucys cxpcndcd or ch<irgcs iucurrcd by Livoicc Cloucl in
xucl7�l�elial(�inc,tudiugre�sonaf�l��attorney'4Tee:;. � � � �
7: Intcractivc Vo9�c iZcspunscl�nncti�nality snrl(}�ittronnd t'ammtznications{`�IVt2")
;�,l,icense.For und in considerxtion Por�ilie payn�eytt ol alI lezs an�clrarge5 paid itr Invoice(:ic�iid,as pr�vicied in the(3iller Qrder�Fomi,
Invoic�CIt�ud]�er��iy licea3ses to I3ill�r,nou-exclusive access to 7ts propi•i�taty iVR fc�r Biller'�intemal usa ouly,
1i:.Iudemui�cation.Biticr agrccs it urill not nsc thc IVR uz an3�manncr,sllap��,r foriu ti�aG+Fiolatcs acty Itscal,sUatc ar fadcral 1aw vr
rcgtdatinn{inciuding ivitl�out iimitaYion viotatians tsf�Pair f)cbt{;ollection Pt�cYiccs Act,15 U.S.C.�1692—1692�)�anei�will dcfand u���d"htrld Fnvcaicc
C1oud 1nd 3t�ireens4r It�nnless from and againsf att}=and all cla7ms�nd will indernrrify Turoice Cloud�nd its licensor agair�st any a�7d all cnsts,fii�es,
pcnaltics,causcs of action,allcgalions,suits,and clartvs,including rcasonablc attaincy's f'ccs ancl cxpcirsus as a resuIt of�n�^act 1xy Biticr. Liki;wisc;
hivnice Clczud agrees'tl avill�iaL use the desig�arestalalish service in xxi�y manner,shapecrr�orm il7at results iu an ii�ttellectual ptt�herty rigllLs infrirtqer�i�I�t
claii�Uy ariy thircl pa�ty and will lyold�i11r.�harn�icss<frQm auyaLd all claitvs atid tvill iudcmtufy Billcr�inuy aiid agairist any uucl alI costs aud claftus,
incl�ding reasonahle att�mev;fees as a result of aii}�tliird party intellectull PrcrPerty right5 itifringement claim a�eainst fnvoice Cloud or its lice�isor.
c:t,egsti('ompli�crce, F3iller shali compiti>with all ap�lical�le laws,re��ulations,orother rec7tiirements-ofan}�govemmental authoriry�vl�ich
relate to ot'affect this A�reemex�t.ac�d Che B'rllei's p�rforrnavice lierennder:Nanvitl�sta�ading anpthing ta the contraig�in tlie$i11er Agree�neirt ai�d"these
tcrms and canditions or othcr a�tccmcnt lict�vcun thc�iait�cs,i3i11cr shall hc responsihlc for coni�liancc�vitl�all apl�licabic l;t���s and regul�tions rclatcti
ttr tVie call (tnw5,cont�nt,promptfi,and dai� flotvs ar�d ihe Bil1�r'�bes�efrls and uses qC the tV1t,atrd t}�e instructions an�direclions in ihe use o�'�he
iVR titat ithns pravidod.Althtrugh nclth�r lnvoicc Clotrd norats liccusar prot�id�s lcgal ach�Icc ta Billcr,Billcr undcrstands andz�claiawlv�Ig4sand sliall
coin��ly��Fith u11 laws,rules,and re�ulations re�arciing dt�nc��call litits,legal caflin�.?liines,anti c{ialing cellular numhzrt,undshali abi<ie'Uy all applicalile
laws,nilcs,�nd regulatiosv5 whilc unglcmcnting or using 1VR.
cl.No�'arranty.NEITI-IER TNVOICE CLOUD NOI�ITS LICH�ISOR MAIfES t�NY WAFtRANTY OK A�'dY REPRESENTATTON;
F.XPRF.SS(?R IMPI,IF,1�WRITTFN OR qR1�1.,RF.I.ATIhiG TO T(IF.IVR I1Nf7F.R T111S t\C�RF.F.MF,NT OR t)TI[F,RWISF,INGT.UDINC�13UT
NnT tiMTTEI3 T() ANY iMPLTED WATtRANTY THAT TFTE SETtViCES ATtE FIT Ft7R ANY PATLTiC'ULAR i'LJRP4?SES f�Tt C?F
MGRC;HhNTi1B1L1TY, AS THL 1VR 1S PROVll7GD "tiS 1S". BiLL�R f1GRLLS THiiT NBiTHCR INVt�iCL CLC�UT1 NC)R LIC��SfJFt
t�JARttAiV`I'S'fHFs IVR OR I`I`5 SHRVI(,H;S WILL 13N;h;IZ1Lf)It FILFiH t?R Of'F;iZA'I'h:ta IJNfN'1'F:ItRIJ!}'I'HIJ,ANI) fH�A"I'Nt;l1'H1-;"R IIVVC)IC,F;
CI.OIJI�1VG�R I,IC;IsiVSQR 1V11.1.131?17R1:1)RfiSPl7NSll-iI.R 1N i1NY NiRNNf;R;SIIAP�C)R PQRM P(?R nNY��I1;URr QP T17�1VR OR ITS
5�12VIC�S'I'O i'�RH'(7}2M ANY YAR 1'1t;liLAK H'[7NC"t`f(?N. In Ure ec'ent c�f a brearh ofitltis wan.mty by Inve�ice C'luud or any licensor,Inv�ice
G�oud will usc rc�snnablc cffai�ts:to attempt fo resumc pra��ision of Yhc T�fR. Billcr ack�owicdgcs IVR or its scix�iccs is proSidul tl�rough tcicplsol�c
and electronic devi�es and si�all;not hold Invoice Cloud or any licen5or responsible for an}>failure ctue to technical or electronic failures. Furtlier;
rreither Tne�ice Gaud aior licenstrr is c•esponsibte for any�oor-rest�lt�s a result of judgmenLs and ctroiczs arrade by Siller ii�usirre any T�IR service:
$: lncorpo�-ation b�ttef'ercnce#nto Agrcernent,R�pociit7caCion.�l'17e5e 13ill�r'1`en�s ancl CiSnditiohfi are inc�rpc�taterl by r8ferense.r'ntu th�
Acreemenl and may be mcadilied by tnvtaic,e Cinut[tvith eIT`ecl frc3n7 the date o(pc>stin�,al��nvGv.ixiti c�icecloucl.cu�riliaillcr-tern�,-�ncl-cc��icliti�n�as a
resttlt af changcs in�tp�ticablc lati�',rcgul�to�y rct�uircmcnts,PC'1-1�SS rcc�uirci5icnts;cani nctwprk rulcs,ACI I rc<jui�romcnts or ctird,t5sociatitin�r
�zFtymeni prac�ssor requii•err�enis.
9. �srEfornia C;oasumer Privacq Acrof 2t�i8
All capitalized ternts ttsed in tlus 5ectian 9,iiotothei�ise defiaied,sl�all have tha uieanin�esra6lished iu tfla CalifQi�u�Consinner Pi'ivaey tkctaf 2018;
as amcndcd(t'aL Civ.Cc�dc$�y 179�.1�O to 1798:1'99),rjnd;zny:rciatod r�gulations or g��idancc�rovidcd by khc Cali#'v�nra Att�mcy E;cncr�sl("CCPI�"):
T2eg�rtiless of$iller's slatus as a$usii�ess,Tnvoicz Cloud is a"5ervicz Provrder"�aursu�tnt t«C"GP:�:invoice Cloud'fi obli�atians a5 a 5e1`viee Providzr
iucludc;
a. Iitvaice C`lat�8 will uat Sell i'etsul7al Infoi7r�atic�n,
U: luvoicc Cloud�m•ill uot i•ctain;ust,or disclosc Pcrsonal infbrn�ation for any p�iiposc od�cr tha�i for tl�e spcciflc�urposc:ot proF•iding the
4ervica,as set out in the A�reement,or as cathenvise pennitted hy CGIrr1:
c, Iuvoicc Cloti�d will not rctaiu,iisc,t�a�clisclosc Pcrsanal Inforcnatiou far any cmnaa�ci�ci�l puFposc othcr Pli:u�p�vvidin�ilic Sctti�icc.
rl. Inv�icc Gloutl shall pmvidc rcasnnablc assistancc to 13illcr in facilitating cornpliancc with[?trnsamcr rights rcqncsts.
e: Upan directi�n bq B�ller;and witli a c�smmercrally reason�i6te amount af tiine,Tnvqice Clti�ad sh�ll:deiete d�e fiers�nal Ir�fonn�t'rbn. '
£ Eu��oiec C.lauzl shall nbt'be rcquii•ed to dcict�any af i13cPcisanal lntor�lation Yo�;omply�vifh a Cons��n�cr's rcqt7�t dircctcd Gy tl�a L�iilcr if'
it is uecessa��to iva'vitai��sucli atifor��<itiuri ui accordance w'st}1 Cal.Civ�Cbde t 1?45:105(dJ_Tnvuice Cloud shall�Sramptly i�form Siller of '
t17c cxccptioiis rclica u�ion uncicr•§1793:1�5(d)and invoiccfilaud shall not usc thcPcrsonaT Infoimation rctaincd fqr ar�y otl�cr�iur�aosc tha»
�7rovrcle�i filr by the exceptiori or fis nthercvite pennitte�l by t;(:I':4.
g. Livoicc Cl2n�i ccrtiiics it undcrstauds tl�c pralubitions ui tl�is Sccfion 8 aud wilt co�n�ly 1viUi tlicm.
h. If Invaice Clta�d,in iGti wle ditcretian,uses a Service�flro��ider to prc�vide Lhe Service,lmFoice�(9c�ud will enter int���ritten��;;reemeniti 4vr[h
sYicir SsGvi�e Provide�s aequirti��g tl�e Service Provider abide by terms sut�staritially siniilar to t]�i�Sectioa 9.
Bi1lcrTcrms and C'�nditions v5.1.� �
.���
b4tta�hment 2
1��rte�����t�
1 Pr�j�ct�aarra�rr��ry
The City of Redding will b� maving tc� InfoSend for Bill Print services and InvaiceClc�ud for Payment
S�1'VIC�S:
Vertexan��ill be implementing InfoSend and lnvoiceGloud for Client.With the char�ges for Bill Print and
Payment vendors Verte�Qne will hav�to make ch�nges fio VXcis and VXengage. Tilis�QW cietail�the
soiution VertexGne will implement for BiBI Print, Payments�nd chang�s to VXcis and VXeng�ge.
C��finitro�t�a
1: Biller—PVlerchant/City of Redding
2. Payer—Ciient customer, resident, person paying a bill oc invoice.
3. EBPP--Electronic Bill Pr�sentimen#& Payment
4. Bill—Bill and Invaice are used synonymously throughcaut this document.
5. RTDR - Real-Time Ctata Refresh — collects and aggregates #he d�ta as soon as a us�r
accesses a specific f�nction.
6. f�l'QR — (��ar-Time Data Refresh — integration that h�ppens �eri�dically; the dat� is
coll�ct�d immediately but it is nc�t aggregated until later—data ean �� proces�ed every
day, every hour or even�v�ry f�w minut�s.
Z i�pte�e�t�ti�n
�.1 Ve�f��C�ne 9�re�l�m�n���6an
2.1.1 �iil �o�in�� ��ye�er��Servoce�
Vertex(�ne will be using �ppendix �-lnvaiceGloud SUW to out(ine the s�ope, timing and on-going
support being provided to d�liver Bill Print and Payment Service�far the Client fram invoice�loud and
lnfoSend.
2.1.2 ���is�h���e�
The following changes to VXcis wilk take place as part of this prnject:
2.1.2:1 Bill F'rint Retated Changes
a} VXcis ta pravide a s�andard bi11 print ex�ract for InfaSend to consume
bj VXcis to pravide a standard notice print extract for Infc�Send to�cansume
c) VXcis tcr pravide a sfiandard letter print extract fiar InfoSenci fio consume
2.1.2,2 Paym�nt Relat�d Ghanges
a} VXcis will pr€�vide� daily extract file piaced on a secur� serv�r for InvoiceC(crud ta cr�nsume.
i) Invc�iceGic�ud will use this information ta initiate emails far Biil Ready notific�tion
ii) Invc�iceCloud �ill use this informafiian to draft/charge for tecurring AGH/credit if the custam�r
is enrc�ll�d in recurring payment.
'�
OV�rtexOne � Proprietary
��
b} VXcis will provide ilert�xQne's standard APi for providing custc�mer infocmation, including
account balance, eBill and�uto pay enrollment informafiion.
i) InvaiceClcaud will use this information #a provide account due information an the 1JXengage
iFrame
ii} Confirm their eBill status anc{�ialance to ensure they draft/charge the proper amount:
c) VerfexQne will configure 1/Xcis to all�w InvoiceCfaud ta call Verte�One's mediafior services
enabling real-tim� payment pcssting wifihin VXcis. This mediatar service allows for fihe posting ofi
paymenfs processed externally to VertexOne back to VXci� {i.e., Custiomer Walk-in Payment,
Kiosk, Payment Network}.
d} VXcis will provide VertexOne's standard APl fc�r payment entry.
i) InvoiceCloud will call this after the paymenfi is authariz�d to creat�the payment in VXcis in a
regular cashier batch.
e} VXeis+rvill pravide V�rtexOne's sfandard API fi�r updating eBill enroliment and infc�rmatian.
i) InuoiceCloud will call tt�is API to update�E3i11 enr�allm�nt fc�r customers
f) UXcis will provide VertexC?ne's standard�,PI for updating auto pay enroliment and infcarrnation.
i) InvQice�loud will c�ll this VertexC)ne API tc� update aut� pay st�tus when a custQmer sets up
recureing ACF! ar eredit card paymen�s
g) UXcis will provide a one-time expc�rt of currenf custom�rs enrailed in auto-pay, using V�rtexC+ne's
standard extracfi of existing AC1-1 informatic�n.
i) InvoiceGloud uvil(cQnsume this infarmation via a secure method:
h) VertexC�ne will add a link for Client sfiaff to access Invoice�lc�ud Administrative page. VertexOne
wilf provide an SSO taken to Invc�iceGlaud to allow for SSC�for Client st�ffi.
i) lnvoiceCloud will provide SSQ requirements for#h�eir Actminis#rative Login for credit card
payments.
ii) VXcis wiil remove exis#ing credi#card payment methc�d and related functionality firam COR
VXcis instance
2.'3.3 ������g��h��t���
The following changes to VXengage will take pl�ce�s part of this�project.
2.1.3.1 Bill Print Related Changes�
aj Vi�wing of Historical Bills
ij VXengage will catd an APl provided k�y InfaSend to present Bill PDF for viewing by the
Gus�om�r:
2.1.3.2 Payment Related Changes
a) VertexOne wili provid�a mediator service for InvcaiceCloud ta pass to VertexOne paym�nt
authorizatic�n for the purpose ofi posting successful payments to the customer's account: Payrnent
authcrrization will be provided by Inv4iceCloud.
b� VertexOne will implement the InvoiceClc+ud iF'rame sa[uti�n v�hich will allow customers to enter
payment�via VXengage payment pages which �re then processed by InvaiceCloud:
i} Upan comptetion of this StJW,�he entire�nd customer payment experienee wiBl be managed
within VXengage.
�
C�Vertex4ne � Proprietary
��
�.2 lraveaic�Clacad im�s��gnen�atic��
2.2;�8 ��3��Cus�orn���ort�9 i�r��e fa�r��enc�age
The Gustomer Partal is an electrc�nic bill;presentment and anline payment portal (EBPP)where a
Biller's customer(Payer)can view� bill and then prviceed, within the same user interFace,tc�make an
online payment. Gustamers wi(I access the Custc�mer Portal through the VXengage customer facing
s�lutican. Customer will be abBe to access'the follc�win�funcfiians via the InvQiee�Cloud provided
iFrame:
a: The iFr�me wili provide the Payer the option ofi making a payment via creditJdebit card, d'igital
wallef, or e-check (EFT/AGH) bas�d an Client aptians to pay with Invc�iceGloud..
b: Th� iFrame pr�avides-the Payer a one-time online payment aption without registration, and the
capability to register to access P�yer's account history,sch�dule a payment, or set up
AutoPay payments.
�. A Payer wifl have the abfljty to choose their paym�nt c�ate (als�known as scheduled
payments).
d. Payers wiil hav�th�option to enroll in Pay by Text:
• Provides interactive SMS registratir�n and enrollment confirmation
m Sends notification wh�n new bilis are available for viewing and payment
� Allows payment utilizing a stored-payrrrent method (default payment methad) ar via
payment URL
e. The iFrame will accept partial, fuil, or overpaymenfis as defin�d by the Bifler.
f. The Payer will receive an em�il cQnfirmation of p�yment after any p�yment process.
g, Payers who have scheduled a payment or registered for AutoPay wifl receive email
no�ifiication from the Service of pending payments.
h. A Payer registered for paperless billing will be automatically placed baek on paper billing if
their�mail address fs undeliverable; notification of the Payer's undeliwerable email address
will be senf to Biller via email. This informatian wili be p�ss�d to VXcis.
i. Billers will have the aption to enable an in-{ine C7onations Invoice Type:
� Pay�rs can make a or�e-time monetary donatior�tQ� particular fund,in additiion to th�ir
primary b'ill payment, which appears as a lina item on the transaction receipt.
� �iller may chaose fram several canfiguration optians including but not limite�fa, round
up, fixed amount, oth�r donation�maunt,start and end date.
� IG supparts up to �Q unique donation inv�ice types wi�h logo�nd infnrmational text box.
�h�nges are made by request through the HeipDesk.
� Transaction reporting is made available in the Biller Portal.
� Biller may choose to deposit donation�unds ir�to a separate bank aceount;
2.2.2 �il�er�c�rt��
The BilCer Port�l is our comprehensive administrative porfal wh�re Bilfer staff will have access ta
reporfiing, reconciliatic�n, view SaaS product release notes and send feedback, custcamer prnfile
management ticrols, search real time payments, manage customer emaii tempfates, cantact suppart,
si'gn up for training,and ofiher ger�erai reporking functions.
� Gustamer Prc�file—M�nag�menf Tools (subject to appiiGable user permissians)
o Ability ta assist a customer wifh payments using a n�w or sav�d p�yment methc�d
o Abiiifiy to�nrall c�r m�dify custamer enralimant in AutoPay, Faper{ess, Pay by
Text, or Recurring Scheduled Payments
o Re-send first em�il notificatians, send on cfemand Pay by Text S(��
o Compa�ible with P�SPay to facilitat�EMV transactions
a View summary Ernail Histary with send date and click through history
� User Permissions—The Biller Partal includes a table of permissions for each individua8 User,
determined by the Biller's System Administratar. Each permissian-is applied ta a user iD on an
in�ividual basis ta maximize flexibility; The system adrrrinistratar can allow or disallaw�ccess ta
functions such as viewing data, creating r�ports, resending email natices, prncessing payments,
�
CJVertexOne � Prc,prietary
' ��
credits or refunds, editing email tempiates and more. �ince it is controlled by Biller administrator,
changes ean be m�de quiekly c�n an as needed basis:
� Nlaintenance Windaw—InvoiceCioud pravides the opfiion to Gr�ate maint�nance windaws, which
are time spans in which users are not allowed ta process transacticrns. If a payment attempt is
made during an active maintenance windcaw, the user wiil be redirected to a page with a message
that fihe system is undergoing mainfienanee:Biller Portal users with sufficient permissions-ean
manage maintenance window timing and messages as needed. This includes an option to appl;y
a maintenance window to all customer-facing pages, when you need to go further than blcacking
neuv payment attempts �nd restricfi all customer access ta Invc�iceCloud{bill search, lagin,
brov�rsing)during the time span provided.Tw�typ�s of mainten�nce windaws can b�enabled:
o Daily Maintenance Windc�w—a recurring maintenance window that runs daily during a
provided time span(from HH:MtV�to HH:M(Vl).
a Scheduled Maintenance Window—a continuous maintenance window ti�at runs during a
provided date range uvith star�and end times (from pD/IV1M/YYYY�t HH:MM fia
DCJ/�V1M/YYYI'at NH:MMj.
2.2.� R�petr�i��
The reports listed below are standard in the Biller PortaL They dc�not require any�ustomization and
are available on demand. All reporks can be scheduled by tMe user to be detivered by emaii with a
GSV file dawnload:Avaifab[e reporting may vaty, depending an yaur billing system integration
methc�d (bat�h vs real-time) or porta! delivery method (InvaiceCloud direct vs Sin�le Sign-Cln).
# Please note th�t by selecting"'Afl Rows" in a repc�rt, the user can schedule it for email deliv�ry.
� User can customize the report name and frequency.
� Multiple email addresses can be added to receive repc�rts.
� Ail reports can be exporfied ta Excel.
�
OVertexQne 0 Proprieta►y
��
+��n�ral�4e�arts: • Chargebacks
� Search Customers • Deposi�Recanciliation
� Search Files: � Payment Recanciliafion
o Adjustment Files � EFT/,�CH Rejects
o Invoice Fikes • EFTOAGH �upport; EFTIACH Reject
o Payment Fil�s Codes
� Se�rch Payments �e��c�uc��'��O+�rts:
« AufioPay � Qnline Bank Direct
w Cus�omers: o Deposits
o Gustomer Gc�nveyance o Pending Payments
a Da�a Pump History o Processed Payments
o Expiring �ards o F2econciliation
a Pay by Text R�r,�istrations o Returned Payments
� Dan�ations: o Reversals
a C?onars Report o Unmatched Payments
o Donation Sumrn�rY * Request Syst�m
� Email: o Search Requesfis
a Email Change o Open Requ�sts
o Email D� Not Send List o Gonfiguration
o Email Rlatifcati�n Summary y�+��ar�s b�Scr�sc�e���on{E�ail���i�i�nts};
o Email Statistics �-����r��a���re designed�or Biller's
o Email Tracking jr��iwidual us�rs or distribution groups,whcr
� fnvoices: Tatal C�utstanding Invoices w�nt ta receive updates, whenever the event
� Paperless; is triggereci.
o Paperless �illing ACN Reject
o Paperiess Bounce � AutoPay
o F'aparless Registration History Batch Close
o Paperless �
� Paymen�s: + Chase Retrievat Requests
o Qaiiy Payments Received � Qaity Management Repc�rt
o Monthly Summary @ Qata Purrrp Error�Ummary
o R�curring Scheduled Payments � File Processing
o R�gisfratian + Nlonth End Billing fnvaice
o View Scheduled Paym�nts * Online Bank Direct
�crs�catn,Sct�et�ul�c�Re�o�ts: + Request System Notifications
� Acfiive Customers � Serv'ice lJpdates
� EmaiB Ciick Through from Current Manth � Stratus IUotifications
* Emai! Click through from Last Montn
� Inactive CustQmers
� �utstanding Invoices
4 Paperless Custom�rs with Address
a Pap�rless Custvmers'Email Address
� Payment Ctetaiis from last Mc�nth
� Payment Details from Yesterday
ftecor�cili��fae��i'��aor��:
� Batch:
o C?pen Batch
o Settted Ba�eh Histor
�.2.4� P�y�r�rn�il �otifiic�ti�r�s
�
OVertexflne � Propri�tary
' ��
The Service pravides a set of customizable e�ail notifcatian templates for each invdice type that are
delivered for numerous events surrc�unding electronic invoice pr�sentment and payment�ctivity.
Email natificatians may be customized through the Biller�ortal using a Ward style editor and optians
to insert secure hypeelinks to website, links to elec#ronic documents such as newsletter c�r bill inserts;
andlor variable fields selected fram the Biller's data file.
� 15�/2"�l3�tl Ir�voice Notifieation— fnvoiceCloud
• Guest Payment Receipfi—Invoic�Cloud
� Registered User Payment Receipt—Inv�iceGfcaud
� Scheduled Paymenf Reminderl�lotification—InvaiceGfoud
� Card Expiratian Notification-� Inv�ice�loud
� ACM Rejecf/Chargeback iVc�tification— InvoiceCtoud
� Qn1in� Bank Direc�Payment Receipt—InvoiceC(oud
� AutoPay Reminder—case by case, based on auto-draft program*
« AutoPay Transacti6n Receipt—case by case, ksased on auto-draffi pragram�
� Aufic�F'ay Decline N�atificatic�n—case by case, based an aufio-draft pragr�m*
�l/�'hen InvofceG/aucf h�ndtes Autc�Pay, related notr"ficativrts are required.
2.2.5 I�R—i�ptit�r��l
CloudlVRConnect allc�ws�illers t�a aceept p�yments via our interactive voice respor�se system,offering
payers 24-hour aceess to account ba(ance and payment apfiions.
� Provides for a tall-free eal(and a caller @ num�er set by the Biller
� Suppe�rts messaging in both English and Spanish
� Additional languages may be scoped c�pon reques�
� Provides for a customizable initial greeting (inc(udes Biller name}—all remaining prampts are
standard
� Ability ta p�y with credit card, debit card, or e-check (ACN)
� Replays information with Inve�ice Cioud generated canfirmation#
� Cln Dei�and SM5 URL, Cell Phane Number Authentication; Saved Payment Method, and
Email confirmatic�n available configuration optians.
�.3 dr�fp��nti Err�pl�rrt�n#�tac►�u
2.3.1;.1 Data Transfier and Processing
• Glient to transmit data to InfoSend ln an agreed upcan format. Shouid Client make changes fo data
file format after initial setup is complete, it agrees ta p�y for the prafessional services required tc�
accommQdate the new fil�ft�rmat.
� Client wili monitcrr fransf�r confirmafion emails ta ensure InfoSend is in receipt af the data. Client
acknovuledges that InfoSend wiBf not be responsible c,�r liab{e for any transferred data which does
not result in a canfirmation receipt ta Client.
+ A File Transfer Repork wifl be emailed ta the Client repres�:ntatives who have opted-in to#his email.
A ec�py of this report is also avaiiable to dawnload from the 1nfoSend website.
• Giient will haue access tc� an anline Jab Tracking application fihat shcaws th� progress of each file
as it is pro�essed and becomes a batch of docum�nts to be printed and mailed. �lient can s�e
bath the ariginal input file name and the Infc�Send-assigned "Jc�b Code".
� Upon batch completic�n, InfaSend will archive �he dt�cuments fcar the client ta retriev�on demand
via an encrypted Applications Interface (API)query string. This secure option is best suited far
clients wh� have the capacity to integrate the InfoSend archive into a software package an their
end.This web inter�ace allows outside solutions tc�perForm document presentment within their�wn
applieation framework without having tv host an archive.
• InfoSend will process the mailing addres�es and perf�arm the foilowing functions;
�
OUertex�ne � Praprietary
���
o Apply GASS-certified address validatic�n
o Comply with USPS requirements to obtain pre-sort automation rates fior qualified client mail
pi�ces
o Sfay current with all USPS regulations rec�ui�ed to mail presorted first-class mail
� InfaSend will optionally provide proofs of the finai print-ready PDF files to Client to�e revie�red and
approved 6efore printing begins (if requested).
2.3.1.2 Documenf Printing and Mailing
� Batches are printed by inf�Send using a high-speed prc�ductican process onto the agreed upon
forms.
* Printed dc�cuments are pu4 thraugh a quality �ontftal process and then released #a the mailing
dep�rtment to be inserted 'mto outgoing envelcrpe.A return envelope and any appiicakrke inserts�re
included as defined by client warkffow.
� After a batch of mail is com�leted in InfnSend's system it will be marked as such in the online Job
Track�r and� Peocess Confirmation Report will be emailed to the Ciient representatives who have
apted-in ta fihis email.A capy of this report is a{so availabfe fio dawnlaad from the(nfoSend website;
2,� I�sp6ern�ntation 'fien�lir��
A detaiied schedule will be develaped and updat�d,as needed, during the project, which wiN ufiliz�these�
phases: During the project, if the Client or VertexOr�e desires to make�ny changes to the pl�nned
sch�dule, that vvili be subject to the Change tVlanagement PoPicy.Any reques#ed changes to the dates
and/or duratic�ns, and requisite cc�st adjustments will alsc� kae handted by the Ghange Management Policy.
2.� lan�aier����atiaan�r�c�ss
Invoice Clcaud assigns an Implementations Manager(INt�far each proj�ct. The IM�rill be the Biller°s
primary contact during the implementatian process and caordin�tes a11 necessary resources from
Biiler, Biller software company, Invoice Gloud, and any sub-cantractors: The 1f1�will providetha BiNer
with the failowing documents to faeilitate the project.
a. 6�e�nr�6td���a�e�ti�nn��re� �r�estic�nn�ire���—Docum�nts critieai informatian needed to
setup and initiate the service including inform�tic�n an busin€:ss rufes and feature selectic�n.
b: �rc�ject Tameline—Detai(s prajects�hedule and milestones:
c. T`es�ing � "Trair�ir�g Pl��t—This plan waiks the Biller thraugh a set af user accepfiance testing
criteria and fiacilitates firaining on the ser�ice.
�i{f�r��liverabies
� �
Whifelist 1P addresses and o en orts re uieedfor communieatic�n with InvoiceClaud
Campiy vuith F2PE Chain of Custady requiremen#s for EMV terminal delivery/reeeipt and
mana ement
Prc�vide Data Pump Paymentli'ender Cc�de List
Pravide Sample Images of Bills (if PDF Extraction will be used}
SSC? Credentials cc,nversian data (if applicat�le)
AutoPay conversic�n data (if applicable}
Paperless conversir�n da#a (if applica�le}
2,� lJser Tr�i�i►ag
�`
C>VertexOn� � �ropri�fary
��
Vertexane wiil provide base p�aduct training via standard us�r storias and assist in the development of
Client-specific training materiais by updating baseline user stories with Giienfi-specific gap infe�rmation,as
weil as guidance and support to the C(ient training caardinat�r and trainers.
2.? �iller Traonin�
Biller stafF wiii'be guided in how to use the system#hrough in-house training, documentation, remote
Jive sessians, and �ccess to e�ur client suppork team.
� Akl standard training will be dcsne remotely. Invoice Cloud's training pecsonnel will at
minimum provide sessions fcar F'ayer PQrtal, �3iller Portal, and Reconciiiation:
� Separate#raininc� is conducted for Biller's technical st�ff regarding the uploading of bill files
and any ather appiicable pracesses.
� Live i"r�ining Enrollment is availabBe in the �iller Port�l.
� Pre-recorded training vid�os are also available in the Biller Portal.
3 Rr4ject�ssa�rnptiesr�s
. � �
�. VerterC)ne assumes the Client will pravide#he neces�ary resources far busir�ess decisions,
user acceptance t�sting and any related training of Ciient empioyees. Any delays in the project
duratian will be addressed via the Change Management process.
�� It is expected fihat no travel will be required fc�r this upgrade. If travel is desired by the Gity,
expenses wiil be bilied based c�n actual costs incurred and well comply uvith VertexQne's travel
pc�licy: '
�� Any resource constraints either fram Client or any other 3rd party vendors that;�esult in changes
to the project timelines will be addressed via the Change Manac�ement Policy>
4� Glient's responsiveness and prompt prc�visic�ning of necessary pragram inputs is a{so critical ta
schedule adherence.
'• Client is responsible for user acceptance t�sting
�• Uniess otherwi�e stat�d in this SUW; Client is resp�nsibl�fi�r deuelopmenf of all end user
training materials and the delivery af alf end'user training.
7• Any changes to 3rd parky vendars not stated in this SOW may result in changes tc�the timeline,
pr�ject scope and cost: Such changes will be addressed vi� the Ghange �fianagement Policy:
$• Glient is responsible for any regulatory (PUC}interpretatian, defining and praviding ta
VertexOne any resulting change requests. Any change reque�ts as a result of regulatory
interpretations are managed via the Ghange Managemenf Policy.
�• InvoiceClaud wiil use VertexOne's stand�rd Cay�ut for payment vendor custamer information
extract:
��• InvoiceClQud will consume VertexQne's standard APl for customer ir�f�rmatian:
��� Client will no Ianger be abfe to reconcite payments in VXcis. Client will need ta reconcile using
the reports they receive from Invc�iceGloud:
�
OVerkexQne I Propriefiary
��
1�- Client's existing process for resolutions failed payments will change. Client wil( naw use
Invt�iceGloud`s internal rnechanisms fQr error h�ntlling if the API call fails to post a payment to
VXcis.
��- VertexC7ne assumes$hat paymenfis mad�in InvoiceClaud Administrative Partai; once
authc�rized, will flc�w back int�o VXcis using the VXcis Payment Entry APi {VertexOne mediator
Serrrice}.
1`�• If I�tvc�iceGloud or InfoSend cannr�t meet the timeline, VertexC�ne's timeline forAmendment No.
2,will be delayed.Any changes to VertexOne timeline will follo�the Change Management
Process.
15. V�rtexOne assumes InvoiceCl�ud will make the necessary changes to th� lnvaiceClaud
se�lution to enable and support their iFrame salufiian:
��'. i/ertextJne assumes that�lient's end customer will use VXengage to enroll in eBill, AutoPay,
arrd athervariaus billing and payment related off�rings. InvoiceClaud will suppress such
functionality from the iFrames prQvided for VXengage. Invc�iceClr�ud will prouide APis for VXcis
to communicate such enrollment.
17• Vertex�ne assumes InvoiceGloud will provide the necessary changes to the InvoiceCloud
satution to integrate with the VerkexOne prc�vided mediator senrice {fcrr posting payments to
VXcis),
1�� InvoiceClc�ud will provide a testing environmenf tca Client. lnvoics�lc�ud will also pravide
Ver�exC7ne access and URLs to the Client testing envirc�nment,
1�• InvoiceCloud will pass a paymer�t sc�uree and payment mefhod in the VXeng�ge Post Payment
Mediatar Servic�thafi will a(low Verkext�ne to identify the payment as cort�ing from their online
service.
�Q� Real-time posted paymants wi11 be treated t�y VXcis as Temporary payments until the funds are
received. Any madificafi�ans ta treaffhese unposted payments differently wiil be m�naged as a
separate change request.
�1. Glient will be responsiEafe for identifying any pending paym�nfs in the temparary payment grc�up
that were neverreceived through remittance and will manually follow up with InvaiceCloud ta
determine why the payment has not baen received.
��- VertexQne assumes that functionality'within the InvaiceClaud administrative portal and current
VXcis back-affice payment reconeiliation processes will not be impacteci by this SdW and wi1C
rermain unch�nged. Any changes th�t impact the VerkexC3ne sol�tians wifi follow the Change
Management Process:
�3� Verkext�n�assumes that UAT fc�r this Ghange Requesf will ta�e place during the 11�+T for the
Amendment No. 2 project;
�4� Far Suppart related to the soiution(s) being provided by InvaiceGloud and InfoSend, Client will
cantact InvoiceGl�aud and InfoSend fior Supporti.
��� VertextJne �LA do nat include any solution provided by invc�iceGloud and InfaSend.SLAs
and suppar�descriptions that ref�te fia InvoiceClaud and InfoSend are described in App�ndix
A:
�
OVertaxC3ne ( Proprietary
��
Asp�ser��li�c A—In�+aaQ�eCk+aud S�atemer�t caf�UU'�r6c
la�tros9r�e�io�a
This Statement of Work(SQW) scapes the high-level integration averview for the City of Redding (Biller).
The Invoice Cloud (IC) suite of senrices (The 5�rvice) will giv�the Biller and i#s customers the ability fio
accept electronic payments far invoiced and non-inv�ieed items. The Service wiN all�aw th� Biller to o�fer
electronic payment processing in a secure(y hasted r�al-time envir�nment. Cust�m�rs witl be able fic�
locate, view and print bills c�r invoices and payment records ar�line and pay using credit cards,debit cards;
digital wall�ts, and el�ctrc�nic checks.
This SOW contains many products, services, and payment methods. Only the specific prraducts,serviees
and payment methods selected by Biller, �s outlined in the Biller C3rd�r Farm for each Invoice Type, are
included in the delivery of products, services,and payment methods.
'i. S�caar6t�r and Industrv Com�alianc�
lnvc�ice Cloud maintains full camp{iance with current�pplicable Payment Card Industry {PC1j
standards, Gardholder lnform�tian Security F'rcagr�m (CISP} ret�ufations and National Automated
Clearir�ghause Association{NACHA)rules and guide(en�s. Invoice C1oud will abide by such guidelines
far the seeurity of ail cardholder data fihat Inuoice Gloud passesses;
a. ��1 - Invoice Cloud will pcovid�compliant stor�ge af Biller's custr�mer payment infc�rmation
that is certified by 1/isa/M�sterCard. Data security measures are addressed during collection
and transmission via SSL with our patent pending encryption technology. Ail cc�nfidential
information will be treateci in accardance with the PCf standards,
b. �e��t�ta����s�S�r�ei��(�a��}A�chi�tecta�r�—All Biller custamer fin�ncial and payment
informatian and the invoice pr�sentment and p�yrnent processing applicatic�n is housed
offsite firom Bi{ier:
c. �r�wser�ampati�ility-Invoic�Giaud supports the mc�st cu�rent versian c�f the industry"s
mQst c�amrrron browsers. Br�wsers must�upperrk Tr�nspork Layer Security(TLS}versi�n 'I.2
or higher for cann�ction.
2. �a� art
Invaice Cloud's Client Services team is avaiiabl�to assis#you Mand�y—Friday from 7:Oa am—
8:0(7 prn Eastern Time, exclwding hrolidays. Yc�u may submit a ticket(at any fiime}via Suppork
Central in your�ilier Fortaf, or,during these hours, speak ta a Pecaduet Specialist who wilf answer
questians, tcoubleshoot probk�ms, and assist as needed to enabie yau ta get the mc�st fr�m your
partnership with Invoice Clouci and your use af the Ser�rice. You will alsc� �e pravided with a
specf�l telephone number that you can u�e shauid you enccrunfer an emergency after houcs.An
�nswering setvice wi(I gather relevant infa�mation and a4ert the c�n-d�aty Client Ser�rice team
member�rho vvill cantacfi yau if action is required prior fa the next business day. We use fihe
fc�llowing severity levels to guide our team:
� "Critical S�verity,"support issues are respanded to wi#hin 1 hour and must be reporked via
phcane so we can mosf quickly firoubleshoot with ycau; Examp(es of th�se issues incCude
unavailabifity caf the Jnvoi�e Gloud porta[, platfiorm, integratic�ns, ar APIs, ar a prablem �hati
is severely adversely impacfing y�aur abil�ty �o use�he�aiatForm.
� "Fiigh Severity„suppc�r�issues are resp�nded to v�rithin 2 hours anci should be reported
via telephone ar by emaiiing heipdesk(a�inv�icecic�ud.com. Examples of these issues
include degraded perFormance of the Invaice Gloud platform dr APis, although the
"��
�Verk�xC�ne � Propriet�ry
��
portal and processing ar�still available.
m Qther support issues are responded ta by the next business d�y and should be
reparted via fielephone or by emailing helpdeskC�invoicecle�ud.com_ Examples inGlude
general questions,featur�requests, data pulls, multi-faetor authentication resafs,
integration troubleshooting, etc.
3. Sca�c�s� �n�c�er
� A.Gustc�mer Success Manager(CSM)will be�ssigned to the c(ient during the
implement�tion. The GSfvl is th�re to help ensure the Bille�-receives th� maximum
value from the platform and has an internal advc�c�te, adcaption resource, and point of
escalatie�n if/when needed.
�. ��#�I���qr�tian
The integration(s) matrix for#he Biller wiil inciude the functio�rality found below in Integrated Support
Features section.
Lnt��ra�ac�n �u��aorfed ����ue-e�
�» �
� � � �
invaic�Types lltilities
EBF'P Supported
Cloud IVR Connect Su orted
AgentConneet Supparted
PQS Pay (EMV} Suppc�rted
Pay by Text Supported
Apple I'aY Supp€�rted
Gcao le Pa Su orted
Pa Pal Su ported
� � ft �m� � �
� � m=� � ;
Invaices SFTP f�s Need�d
Payrnents Web Services �lear-Time Data Pum
AutaPay Flags Web Seivices f�ear-Time(Data Pump}
Paperless Flags Web Senrices Near-Time(D�ta Pump)
Ad�ustments Account Balances Web Services Real-Time RTDR
Block Pa ment Method CrediUACH Web Services Real-Time RTDR
�
IG �iF �"ormat Supported
Historica{ Gata (2 years shown onlin�} ��pp����
�C}F Extractic�n {Partial� Supported
Link to PQFs Pr�ferred
�.� �
��
C�Ver�exC7ne � Proprietary
' ��
Standard or Custom Custam
� � t� � � � � �
Single�tgn-C�n SU arked
Enrolled/Registered Payment Experience Emfaedded iFramelSSa
�ne-time/Non-registered Payment
Ex erience Embedded iFrame/Claud Pa
��
OVerte�tC)n� � Prapr'setary
A���chr�►e�t 3
�E��E���E�Ft�ER FC�Ftt�i
Address Information
Address Information Gity af R�dding, CA("Client")
777 C res�Avenue Reddin , CA 96001
Urder Frarm Details
Effective Date f�rder Farm Ef�ec�ive Date
Subscri tian Start Date Qrder Fcarm Effeetive Date
Sulascri-tion End [�a#e 11:59 m ET an Dscember 31,2027
Biflin Fr-e uenc 1�QnthB
�illin Terms in ac�ordance with the A reement
Verfex�ne SofEwace VXcis {fi.k.a. eCIS-�-}
Vertex�ne Digital
� VXengage{fi:k.a Vertexane Cusfiomer Advantag�)
� VXGarnmunicate (#.k.a Vert�xC�ne Communication Advantage)
� VXrepasi�c�ry(f.k.a VertexQne �o�ument Advanfage}
Bill Frint with InfaSend
Payment F'rocessing with lnvoiceCloud
These Saftwar�eomponents;will be implem�nted and supported perthe Services
defined in fhe Agreement. These systems are deplayed in a Sa�S enWironment c�n
a private c(c�ud that is fully hosted a�rt managed by`JertexOne. Users will utilize
a computing device with an internet brawser to access the VertexC�ne-pravided
services. A!f licenses are provided tcs the Cfient e�n a subscripfiit�n basis and
ch�rgecf by metric and/r�r fixed fees defined bel�zw.
Active Accc�unts Nurnber af Active Accounts, including final billed a�counfs that are eligible to
receive a bill
Annual Escalation All fees are subaeet to annual increases subject ta CPf with a ca�a of 6% an the
A,nrriversar Date of the 11�aster Servic�s A reemenfi.
1. Su�ascriptic�r� Fe�s
Starfing an the Effective Qate, Cfient shafl pay VertexQne the monthly SaaS Fees accoeding ta the Fee scheduBe below.
Client shall pay VertexC?ne the Nlonthiy Fee far� minimum of 55,t10(l Active Accaunts. If the number of Active Accounts in
�ny month is above the minimum of 55,000 Client will be inva�iced the C.�verage Unit F�e detaiCed belaw for each account c�ver
the,55,000 minimum. or the Fe�s based an fhe Fee schedale below. All fees are based on bilGabie aceaunts.
The montt�ly subsc�ription Fees are made up ofthe fo(low�ng items:
��rv��or��r�t ����hty Fee €ar �v�rag��1nit t9na�of
55,Oq0�ccaur�ts Fe� tN�asurerrr�n�
VXcis Mcanthfy Fee $66,863.16 $'i.2157 Billable
Accounts
Verte�C?ne Digital Monthfy Fee $2;420.Q0 $0.044 Billable
Accounts
Netwr�rk G�nnectivity Mcanthly Fee $1,331.001 N/A Network
Canneetions
2. ��'��tsactio��f Fe��
The table below describes VertexOne's operation�l Fees � charges for wc�rk activities related to the provision of VerkexOne's
Software and Services far Ciient.
Far this Qrder Form, transactional Fees shall be subject to the follouving terms:
(1) Tr�nsactional Fees are determined by the volume ra€Services consumed and wilC be invoiced an the first ful( busin�ss
day of the mc�nth following the pravisic�n ofithe Service,or the first full business day crf the month fallowing fhe availability
€�f invoices ar tracking data required to det�rmine the payment amount.
(2) �xcept as expressly provided othen�vise, transactional Fees are not ca�icelable and Fees paid are not refundable:
(�) As�zn axpress condition of the Client's use af Services,the Client�gre�s to pay#he transactional Fees,Any undisputed
amount owing under this section not paid in accordance with its due date sfiall be a defaul�and subject to the rights
and remedies s�fi ou#in the A�reement.
Price Gc�m onent Price �fote Bil[in Start Dat�
Ad-hoc Email $ a.009 Pee ad-hoe�mail generated by Effective from point of ficst
Nofifications V�rtexane Digital email generated
CompQsition and
lnitiation Fee
Ad-hae SMS $$O.OQ9 Per ad-hoc SMS generated by Efi�eetive from point of first
Notificafiions Vertexdne Digital SMS generated
Ccampasition aad
Inifiiatian Fee
Vertext�ne SMS Pass-rizr•o�r�h Per SMS sent Effective from point of first
Gatew�y Transaetional +10% Sf�S sent
Fee�
Per document composed within Effective from point when
Print& Call File V���������mrnunicatican VertexC3ne Communication
Generatian � O.QQ� ����ntage and sent to far prinf and Advantage is used ta send
for each item sent to dialer from a print and/or dialer/call file
VertexC7ne Cammunication of firsfi file processed
Advanta e
Electronic Document $ Q.OQ7 C)ne-time charge, per item archived Eifective from point of first
Archivai (up to 24 within VertexOne Documenfi dc�cument archiued
manths Advanta e
VerfexOne BiH Print& �'�s�s-rizrarr�h All servrces bill fo VertexOr7e by Effective from tne paint of
Payment V�ndor +I0i InvpiceClaud and InfoSend plus 10%0. the first passthraugh
Mana ement Fee� char es
�This fee covers VertexOne operating the 5M5 Gateway for Glient through Twilio.�ees are based on TwiJio cast to VertexOne plus ten pereent(1 rJ%J
VertexOne management fee. Prictng subjecf to chcsnge brrsed on Twilio priring.
zThis fee cavers l�ertexOne managrnq ei!l Presentment and Payrnent services far Client thraugh invoice Cloud:Fees are based on Invaice Cloud and InfoSend
cost to VertexOne plus Yen percent f 10%J VertexOne management fee.
3. �a�S-Th�`t7tlt,�h Fe�*S
lt is acknowledged by the Parties that Ver�ext7ne will incur certain expenses whife �aerfarming fhe Services which will be paid
and administered by �/ertexC?ne, and v✓hich will be passed through to Client at actual cost on VertexUne's invoices. These
pass-fhrough expenses ("Pass-Through Expenses")are identified and listed below:
W Implem�ntatic�n and angoing aperatiQns travel and liuing �xpenses
Additions or deletians ta Pass-Through Expenses shall be addressed t(�rough the Ghange Management Policy.
�4. srnplem��tatic�n Fe�s
Client shall pay VertexOne the follc�wing F�es and�xpenses in r�spect af the implementatian S�ervices and activities defined in
Rtta�hments of Amendment fVc�. 3, speci�cally 5ection 2 of Attachm�nt 2'—Verke�ct�ne St�W. Implementation Fees are due on
the Effective Da��af the Amendment_
�omps�n�nt Im�a6erraen��#amn Fe�
Vertexane Upgrade as defin�d in Amendment 2 $6(�,61�
Verte�(ane Imp(ement�tion Fee $5(?,U�O
�"a��ai �'i 70,fi1A�
5. Ex�ens�s
Each party wil!bear their awn expense and costs for the Agreerrsent unless specifically agreed in the Agreement or any SCtW.
Expenses,travel and accommadation costs incurred by VertexC�r�e in perfarming the Services und�r this Agreement sh�ll be
h�ndled and paid, if applicable, in accordance with the terms df fhe Agreernent-
6. Rat��arc�
Additionaf requested work witl be billed, at fhe fallc�wing hourly rate and do not include any cequisRte travel e�penses.
.��t��\`�.,l�i,,`2���^�,'`�T� a?s,t� � �.ey. P s r ��.,..�"��+1 tb'�""�'�t"`. '„�. s,a..l3h3 7�'�s� x> �,��a y,�'.*y=
'�. �. � '� S 1�c� A �'�S'� �� rN� Z> ��, � �r
���;�w,�'��� t,����,;�`�� i��, a�����,� ��;�`,�.����' �3� "�� 4���� r ��� ti��,��"�.:
���t 3� `t ,�1.�i��.� , :,a, ��'������.�f*���r�S4',".,}��.<§ c �,'��",����,
Pro'ect Mana er ����
Pro rammer $�23
Business Anal st ��91
Tester �159
C7ocumenter �'�27
Trainer(CiS) �°8Z7
CSR Trainer �4�8
�, Invoicing
VertexOn� is responsible for inuoicing Client for Senrices �erformed pursuant to the Agreement. Itemized invoices shall
include the following informatian (ifi applicable): contract number, purchase order number, description of supplies or services,
quantities; unit prices, and tatal ehar�es. Itemized invoices wil! also be emailed to Bryan, Lis� (lbryan@ci:redd6ng.ca.us�
$. Pri�ir��A�ssurr�p�ions '
� �
l. VertexOne assumes a 9-month praject duration and that the City will pravide the necessary resources for
business decisions, user acceptance testing and any related training of City employees. Any delays irt the
project duration will be addtessed via the Change Management pracess.
2. It is ex�ected that na travel will be required for this upgrade. If travel is desired by the City,expenses wi}I be
billed based on actual cc�sts incurred and will comply with VertexC7ne's travel palicy.
:�, Proposa)scape is far the deployment/enablement of UXcommunicate ahead of the VXcis upgrade and does
not caver the migratit�n of communicatian templates fram VXcis into VXepmmunicate. Migration of existing
templates will be addressed as part af the VXcis upgrade propasal.
�
4. Client has the ability to send l�d-h�c Email Natifiicati�ns. If Client chopses ta send Ad-hcac Errrail NQtifications,
the fees autlined in Section Z apply. If the Client chc�oses not to send Ad-Noc emaiis no fees apply:
5. �ystem generated emails related ta self-serviee custcsmer activity confirrnation notifications(passward changes,
forgot password,autcrpay enrallment, paperless bilfing enroilment,prafile updates,etc.)do not count as Ad-
Hoc emails and do not incur a fee.
� e .
6: Glient has the�bility to s�nd Ad-hac 5M5(text)Notifi�atians.If Glienfi choases to send Ad-hac SMS Notificatians,
the f2es outlined varili apply.If the Client chooses nat to send Ad-Hac emails no fees apply.Client will be subject
to the Twilio fees will applyfor each SMS(text}�ent.
7. System generated SM5(text}messages related to seif-service custamer activity confirmatic�n notices(password
changes,forgat passwc�rd,autopay enroltment, paperless billing enrallment, profile updates;etc.j do nat count
as,4d-Hoc SNIS and da not incur a fee,Clientwill be subject to the Twilio f�es will apply far each SMS(text)
sent.
$. The ad-hoc SMS fees apply for any SMS composed by VertexOne resulting frorn the receipt and praeessing of a
file or transaction ariginating outside of the self-senrice application.
�. Verte�One will use Vertex(7ne's Twiliio account as the 5MS Gateway for Glient and will pass through related fees
as defined in section 2
� � � o� �
10, Glient has the ability to send Ad-Hoc print ready files ta Client`s dacument print and mail vendc�r. If Client
chaoses to have VertexOne campose and send Ad-Hoc print readyfiles ta Client's document print and mail
vendor,the fees outlined in section 2 will a�aply.
If the Client chooses nat to send Ad-Hoc print ready files na fees appiy.
L1. System generated print ready files da nat incur the Ad-Hrac Print Fee:
12� Glient can purchase manthly blocks of Ad-Hoc Print Ready fifes at reduced price through the Change
Management Proeess.
13. Client has the ability te�send Ad-He�c outbaund dialer files to Client's eautbaund dialer vendor or through
VertexUne'sTwilio gateway. If Client choc�ses to send Ad-Hac outbound dialer files,the fees outlined in the
Order Form Sectian 2�pply. !f the Glient chaoses not to send Ad-Hoc outbound dialer files no fees apply.
-�� � �� . .
14. Client has the ability to stare documents in VXrepository. If Glient cho�ses ta store dacuments in VXrepository,
the fees outlined insectian 2 will apply.The VXrepository fee is a one-time fee for any items archived in
VXrepasitary.The fee is incurred at the point an item is archived and covers archival far up ta 24 manths: If the
Glient chaoses not to store documents in VXrepository no fe�s apply.
15. For performance reasons,a size Iimit of 20 MB per document applies ta documents loaded into VertexC?ne
Dacument Advantage. Any requested increase in the max file size wil(be addressed through the Change
Management process.
,�pper� i� �
ts i' ht �rt �f����, � ^� � ; `„�t
{ z � �� ��� �� ,���� ������� �iCfer C�rder �arrt�
_ _, _,
! S,4CES{�FCD��tf�'Tit3Rl �
�. :.
� � �� �� � . .. .,.,.�: :: . �
� I�Sales Rep Prestan Flawers ' Vertical EocaC Gov(Util,Tax,Misc} ,
_w _ �. ._ ;. . : . , _u ._ .._ . �� �.. � __ ____ � __
.:. _ ,.
Order Date 6 27 �023 g Vertex ;
t_._. _.._.. .____ __� _'. � � ,._.____.__ _.___._ ; Billin Sofkware
_ -- �___. _.r � _...
_ �_._._ . ... ... ..._ .. ,,__ .. __ ._ ._� _
; E�1�.���dltilFt3f�lLi�T�4'�IV : ?'
,� �����t;
_�_� er �. _�w � ._: e� b�: � ��� .�_� � �__: ..___ v: _ _.w �.�� .,.. . _�
� Ownersh�p Type Ge�vernment ; Phone � ` (530)33�=7389 ''
s--.� ___ ._- ---- --- _�. _ __. : _ _ , (53C1 339-7300 Fax
,_ __.____ __ __ _ .__ ._. . .. ; _ ._
, - _. .. . ._,_. ,
� Legal Name , The City of Redding,CA ; Website URL � https:J/www.cityafredding.orgJ , '
;-�_ �_—_T. , _ _ _... .. _ ;____ ___ _._..._._ __, _._ „ _ . _ _ .. _ _ __ __. _.::
Address 1 ; 777 Cypress Auenue ; Bus C?pen da�e � �
._..__ ..._.. ._._�.__- ---.___ .. . _ --. ___ ___ ,_ ., . . _.: . .. ,. I
� Address 2 ; Federal Tax ID ;
_.___..__.__.__. _,..____,_�_____.__.,. ._ _ _. . ._ .. _. : .. _ _ _ _;�_.�.�___u_. __. u:u ,;
; _. ___ _ ._ . ...,_ .__ __.
� Ctty ` ReC�d1i'tg ; ���tferr�f Tax!D csnd�e�af iltcame rta�rs�mcr�ch nrr rrtl r�aeuments � '
,_..__ .. _.-- _ __._ _...._.,_., _ _ _. _ _ _}
� State GA 1 ZIP �6001 �'
,.__ ._ . ___ __ . .-- . _. : __W_. . _._ _ ___.. .__. ___ ... _�_._ ____�_._ -. . .._,;r,_ __._. ___... __-___"
� _... _� _ e.�. ._,,.
__ _. ......
__ __.. . __�.. ._ _._y
i BIkLER CQN1'1�CT
E �.b; _ �..w�...__.. . �,�_.,,_.� :.w �
_�,_.._ _� . ._.,._ _.� ._. ._._. � „�_.�.. . _� _�._ ���._..._. __ . _.... ;;� � _..u�_... . , _.__.. � , ._,��
� Primary Cantact Name , Lisa Bryan i �_.___
�� . __ . � ___ _.. � . �_ . . � � _i �
j Phone �53f1�33�-725T '
i Email Address ^~ - ` (bryan@cityofredding.arg
_ . :__w _. .___ ___.
_._.__..._d. , _...,� . .. ...._ __...
� _ � ._ . __ _ �. . _.. _,._._.. . ... .. ... ..._. `
r�IG�lfRiG�.�.t�'F9t3f�17"Y j'
__ _ _ _ ,. .. �.,. .. a _�.. _.. _ . s _ ;.._._ �. ..�.. . _:w.__ _. �
�._ __ ... _.. . .
; Name Barry TipPin ' Title �ity Rrtartager
� Phone -- __. .. _ 530-225-4q6t1 r Fax 7389 339 i EmaiJ Address ( btippin@cityofredding.org
� ___ _ _ _. . -.. ` . ,. __. . _.. . . . _._ . __�.. _. : .. .
'... ___ ___. __ .., ,_w_. __ .__ _._.�. ... . _..., .� . . .._ _ _ _ _____.. . _._. _._.._ _. ... __ .,
; ���.�.������,���+��a�r{�c���rv�roE�����au���a���r������s,����s��ca�r�c���1��r������.��,�����n��r�r� ; '
, ,
w. �_ �. _ _ .. __. .. _ , .�..�.._
e_ _ . :_ . ._ ._._ ,
� ��s�� il����is��la�d��rc�fd�d�aa�s°s�r���c���k�a�°b�r��i�����r�s�������a��i�aa����e��€�� ;
_ _._ _ _... ._ _.. __ _ ._.. ._._.._ ..:.._._ � ._.... ___:.: . . _. __: ._....._.. _._.._ _.._
-- ;
� Billing Method � ' Direct Qebit �
�_ ._. _. .�
_ _ __ :,.
; � ,_ _ �._ _ _,_.�
, Routing#� � ' '� Last�k Acct# � �' �
__ .,. _ _ :
: t. _. . �_ ._
_ _..... ..___ . . .. ___,..:..
3 _..m ._ _.� ___._ _. __ . �
_. _ .._ _ _...,.
� p�Y1VlEiVI"tV'tET�C(}�85�A��EP���? j
. ., ._. _:... . . .. _. _ � _ . . '
�.w. . _. ..
� Payment Methods [VISAJMasfiercardJ[�iscouer] �PayPa(] [ACHjEFT� i
,�___.. _._.___... ..___. ----..__ . _.. , , .. ___ �. _w.� . :._ _. . -.., : .. _ _ ., . . . .,; _. , .. <.:
_..._. .... ..... . . _. _ __.._ _.. _ _._. _ w.... ._ ___. __... ... ... .. _. .__... , ..._..__ .._ ., _ . ... .. _ ._._.
r
i �1�t,ER P6ti�IlUG(see 9nuodc�Typ�Par��neter Sh��t(s}�for i�v�fce-��pe-sp�cif6c pr6cin�j*
�.. ���, .�., .,��>..... . .� ... . .: _��: _, .w_. _�. _�_ ..,_: . ..:�:�,�._ �. ._:: .. .. _.�w ...w _�����. �w .. . .:w_. �� ._':. �..�. ,�� .___..'�»._ �. ��� .;
� ElescrQpt�on Enterva! Cast 1`ype � � Cost ;
___.�_. __:__,._._.__ _,__.w._.. . __ ._,__ _._._�. � ___ . _,_,_. . _w ._._._.___..._.. __._..... .._. ... ._ :�_. ...._ __.: .__..__._ ._. ...____.. _.___ .... ....:
Biller I�artal Aecess Fee Monthly ' �ixed($} $20C?.00
i lnvcaice Presentment For Paperless Customers Per Transacfiie�n Fixed($) �a.25 ;
' Invoicing-Imp(ementation Setup Fee Rer Transaction � �ixed($) $O.t�O
� ;
__ ,_ _.._ _ . _ ,..._ . , . . _.. ., _ _ . . __ r._ _ , __ .: ___ _ ;
` Credit�ard-Chargeback Fee Non�Submi�ter Per Transactic�n r Fiued{$j $10.00
, _.. _ ... ._..�_. _. ._ ..... . __ �. ._ ., .._ :. . �_ � , �_ __ . , .. .. .. .:
EFT-ACH ReJect�e�Non-Submi�ter �er Transaction �ixed($� $10.Qt?
� �
;. _ : . : ,
` PayPal �rands-�hargeback Fee(PayPai Brands) , Per Transaetian Fixed{$l $10.00
,_ _: ._ . _ .... ..:-_ ..:w:. . . .... :.. � .._,_._w. _: ._ _ .:_ _,.. .,'.._ _ __ ,. .. _ :__... . __ ._.. ._ __ . .__.._�. ._ . _r . _ . _. .. ...
_. _.._�.. _______ ___.___._ _ ._. _ �.__._. ..___ .
� �,.__ � ._ ., .,,.� _. _...._ ._._.._.._ . �
___.._ __. __.._ . _.._. _..
�i,��tC��A1�4R� �
� _:.___ __>;..____._.: ____� _.,___ _.,._._ �. _ _ . �:. __._._ _ . _ _.. __ ______�, . _. _..:� ____,w ____ ..__ :.__ _.___„ ._ : _..____ � .___._ ` '
Card Reader TYpe� i Quantity � Cast�er Reader �� !
�.,_..._. _....�.� ._ ....,w�.� ..._._. �
_ . ..��...:: _.�_,�,.�. �. .. ....:. .
�.�._ .. .. ..,. __.....�:._..,�. .: ,.���, . ...�_.r�., .,� _.�,.: ..,��. .;: ... _..__.. .. .. _. ,. ..�..
I �
�._� __ ._ _� .___�� .__.__ ___ �__. _ ._._v
�..._�_��____.._ _.__,,_______�__�_.��
i Card Reader ` I Billing Interva! i Mcanthly E
-- ----_ --- ----- -_ _ _ - _ _ _ ._' _._ _� ___ — ---- - - ---_..: �__1___ _� ..___ -'_—�--- ------ - --._.._i '
� ��'tlj�(�ICI��dC{f2S5-
;I, {if different than lacation '!
�j� address} ��I
____�__.___�_ ___. "�
�.— ____.._ ----
,.__ _._ ._
- --_.--_ _---- ___ -.__ .______ . �. - _ _, _ _--- -_� ______ _.___.._. --_ _.__.__._ . ____,
� ��T',��ET�P�'PiE�M1! j',
��._ w.__ _r.. _. ___,.._____ _.� .___�_._ ___,__ _ _____ .____._ _____.__ _..._ ___�_._._�.,._.._.___._�...._—._____.ww._ "
_.---.____.__.____.
' Months to Keep � 24 i '�Additicrnal Fees apply if greater than 24 manths �
__ __- -- - - _ _ ______._.__�.-----.�__ ___e_w------_----,__.__-.r______-----____--------._e_._---_� ___�_ _.__�_.�.._----�
�__M_�_ �__�____��_...._� ________�_..____� __��_�_----_____._�..__�._ ___�______�_______�__._.___��______�;
,
i ll4�Pl.EMEIVT�TIt3�1�H�F��aES
�
; , ;•
w __ ___ _____ __________m_____._.�_ ..__�;:�__.:�.�.._.�.._.____r__._________.�._.______________�.._4.� ..._.��.____ �.__.�..__.,
, �escrEp�e�r� � lro�ervai� j Cast ,
�- - _ _ - - _ . � _ _ .._ _ _�. _ .. __ _ _ ._. _ - i-..-------._-- ;_--- �__�__.
; Implementation (Per S�W} Une-Time i $O.OQ(WAtVEa) , .
�---
_--- - ..___ _._ __ -_____., _------__.-----___ .___..._... _---- - __ __ .--- ---- _ --- _.__-_ _--____-- -- .�
i �G1TE�/SPECI�4L M��1�1.61�ds i ;
�; ;
__��__ r_ _w.._.______._Y�_�____._._�._ _______� __.__��_______.._._�. _________.____.._._�.�W_,.__._ _.__w__ �.___.____ ____...____.______ ._.___�
; CC's IVR te�ol is an optional offering. Pricin�is set at$.50 and charged only when a custamer executes a p�yment using this payment i '
; e6annel ;
<_.�_._._�..w___ _ _ __ , , ,
_ ___ _ ___ . ______ __.__
_.. .._ �._.__ .___ _.
____ _ __�. . _ _.__ -_.._.___ _,
[signature page follows]
__ _ __ __ _. _ _ ___ _ ,
CERTlFICATIUiU RND AGREEMENT _ i
; A. ey sigrtingbelow,the-Biller hereby ratiiies its authorization foe Invoice Claud,lnc.("lnvoice Cloud")to execute debitjcredit entriesto the Biller 9ank Account(s) '
� indicated a6ove at the depository financiatinstitution(s)named above and to debit/credit thesame such account(s).1`he Biller acknowledges that the '
� originatian of AGH transactic�ns to its account(s)must comply with the provisinns of U:S.law.This authority is to remain in full force and effect ur�til ji}Invoiee i
: Ciou;d has received written notificatian(by electronic or U.S:maii)feom the Biiler af itsrevocation in such time and mannecas ta aliow Invnice Cloud a i
i reasonable opportunity to act on it;6ut not less than 1Q business days notice;and(ii)all obli�ations of the Biller to Invoice Cloud that have arisen�nder this
; Agreement and a11 otheragreements have been paid in fu(i.Tfie Biller mustaiso notify Invaice Gloud,:in writing;(6y electronic or U.S:mailj when a change in
� Biller Bank Account accaunC numberjsJ or 6ank has occurred atwhich time-tfiis authorizatian shall appiy to such new/changed Biller Bank kccount.This I
� notification must be received no less than 10 business days in advance of any chenge.A fee will be chaxged for any returned or rejected AGH debits: '
j B. Bysigning helova,the�iller named: (1)has read,agreed to,ratifies the Bilier Agreement,Biller T+Cs(referenced in the Biller Agreement)and ather Order Forms ;
' preuiously executed by the Biller, and(2)certifies to invo'ice Gloud that hejshe is authoeized ta sign this 0�-der Form;(3)certifies that ail information and
� documents submitted in connection with this Qrder Farm are crue and complete;(4j authorizes Invoice Cloud or its agent toverify any of Che"information given,
� including credit references,and ta abtain credit reports;(5)agrees to pay the MonthCy Access Fee through the last day of the month following the effective
; date of termination as provided in the Biiling Agreement;(6)agrees that Biiler and each transaction submitted will continu�to be bound by the Order Form and ;
� the Bilie�Agreement in its entirety and any new agreemept forms executed herewikh�(7)agreesthat 6iiler will submit transactions pnly in accordance with the i
; infarmation in this Biller O�der F�rm and Biller Agreement and will immediately inform Inuoice Claud,by email(contracts@invoicecloud.com)if any informatian ''
i in this Ordee Form changes,and(8)I�fhe event af non-paymenf ofany sums due,inuoice Ciaudreserves the rightto withdraw such sums from the Biller Bank
i Account at any time to ensure payment of the same.
i G. Pay by Text:Standard data rates and text messaging rates may apply base8 on the;payer's pian with their mobite phone caerier.Payer can npt out of text '
; messaging at any time with Inuoice Cloud.Partiaf paymentar ouerpayment isnoC supported.Biller may not use the service far activities that violate anylaw, I
, statute,ordinanee or regulation.
, D. 7fiis Bi�ler Drder Foem wiil 6ecome efFective only when signed by lnvoice Gaud. ;
_._ . ..--- _ __.._._._ _- - _. .___-,
in WITNE55 WHEREQF,the partie$have executed rthis A�reement as of YMis day ;
Accepted by�iller: Aceepted by Invoice Cloud, Inc.:
, ____
i _ _. _
�.:.i i� �jY�C{'� 'L��. C�1�('Li:G""y :,
i �
_ _. ;... .. _ __ __— _... _i
Carporate Officer/Autharized Official Corparate Officer
� __ __ . .:.__ _----__ _ : _ ____.. w _.__ _.___._ _e. _ ---__ ._ _____._ . ,__,
' ��rry Tippin Kevin UV. C7"�ri�r� '
;
__ _. . _ . _...., _-.
�Printed Name � Printed Name�
_.__._.. __.__._. _., _ __. _ ___ __ , . _..,
� __ __
�
i Cifiy Mar�ager ' Presiden�
� __ _ __._._ .. __.. .____ . ' ,
. _ ,
T�ti� ___. ._ __ ______
_ ____ _ __...
_T�ti�
m r
tf 4 +. ; t£ a3�.�� `���' ��� ��'�� �� i
� �� �
� ,t .� ��k �.. ,��� ���� ��wm.�o ��� �u�b �u.a; �i[I�e�r C�r�der Fcar�r�n
�1LE.El�C3�C�E6�FC��ifVl
I���l��7'��E t���AliflE`i'EFt�h�EE1'
invoice Type ParaEttcters rrs��st be carnpleti��9 fc�r e�cti invoiee�ype
. __. -- __ _.._ _. _ . _ — ---_-_._�..
Invoiee Type Ufi�isty Blil�ng ' Pricing Modet Non-Submitfier ;
� _____ __ __ __..:. __..__.�w ._w_ __ . �m_.__ ,_.,�_ _ .. ...___.__ .��. _..�_______. s__.v__� .__. ..�__._._. _. ___:. ! --___ ..---;
Biller Pays IVetwork;Fees � Yes '; ;
___ . ,. _. �_ _ _ _�
' Gl6€tk2E�"��EO.L,Et�G C9�'#"A�I.S �
____, _ _. _.__,. __,._, .. .. -. ..___. _. .�____.. _. ._.._ _.._...._ ._.. ... _ __. __.___. ___.__._. _,....._.... _. .,.._�
Please endicate how rnan bills are sent mortth! b lacin the biil eount for each mcrnth below:
_. ...___. _ _ y.__ _Y_�_Y p. ___�
___ _ _ _ __ ._ _..__ �_ _— -- . . __ _ _ ,. ;�
3,4PV , FEB i �tiAR APR 'i f�i1AY ' 1tI�R ! 3UG AUG SEP ' ��'i' NOV D�G ;
�.. _ _ , _ .
_ ,
� 5�000 52000 '1 52C10D � S��OQC? �� 52000 52000 .�� 52t�00�� � 5�00t� , 5200U �� � 52000 5�2Q0(7 ' S200� �
� . �.: :
_� __ . ,. _ � _ � -- __ ; . . . �r_
_ Y. . _ . . . _� .
' Avg CC � � ` Av . Bills Per ' �
338.C1Q Max Invoice$ 125,OOO.t�C1 Bill Frequency Monthly 52000
Transaction$ � Manth
_.. . __ __. ,
PF��B[?lD�"5,��6�S�EdV9�E r �
._. ,. . ..... , . __� _ __ �. . _ e . _ _ _ __ .
�
� Produets�and Servi�ces ,�[EBP�jSSO] (IllR] [1VR�(Third I�artYj] '. ��� ;
__ ..
'FR,4�ISe4Ci'6C?�{,�C PRICtNG(P�ic�by�"sll�s}
_ _,_. _. . . . __. . ._..__. .... __... _._ _ ,___._ a ___._. _ ... _.. ._.. -;
�aymer�t Ssaurc�C�eser'i�ation � Payrn�nt IViethod Fee Ra#e l i �ee Arnount$ '; Addifiional�ee�
, ; i
! _ _. . .. . _. __ _._ _.._ . ,., _.. __., _.... . _; _ . ___ .
� IVR ' All Payment Methc�ds $C�.S�
�ill Payment Sc�urces CreditJDebitJFayPal $Q.�S
� �.. _ ., . � � _ _�,� � � � �
aCi ���m��,�so�r��s , a,cwl���- �a.�� i
�' nts���c��a�.�����n���������t��t� '
. _ _._.. . . _. _. __ _ . __ _ . _ .._ _. .: _ . __,
s���r������s����d�,������� � '
�
F. , _ . , __, ...
; ;
. _ _ . .._ . ;
`� ca�cul��Qaan �
Payrva�nt Source C3�scripfiican � P�yment IVte�had Fe�Amount ! 1Vtin. Fee($�per Trar�sac�kicar�
� ���� !
; _
SER�ltC�����?CCEP1'if�1V� '
,.._ .__...__ _.. ___._ ._
�1 R�YI�IE�#T GAP
__... . _ _ _.. ..:. , . ., _
_ _ ___ __. � _.._ �.. _... .,_�._... ..._ �
Card and PayPal Niax{$} i T25,000 ACH Max($) 12S,Q0�
. . . ._._ . ._ ... ._ ,._ _.. __._ __. _.. _ _. ._. ._._ -- .. _--.._ ., _..._._ .. ...._ ___ _. . _ _.
> E�ld,�ER�,A�BC d�CCC9�ENT(Ft��[}EP+�SITS��1�CH�QRC;���6�1C�} !
v. ... _::.. __ __._ _.i _ .__ _. _.. __... ._._... , m ._____ ____�. w_ __ ____. ___. .,_ _.___...,_ _ _.____ ;
tUc��e:mus�rncic�de vc�id�d�rusirre�s ch��d�c�r 6caraF�le�t�r��r eacf��rrric��re acce�urt� i
_ . . _. . . _ ,__ _ . _. . _
� Rc�uting# Last 4 Acct# ; ; Last 4 Acct#for C?BD ' �
_______ _...___ .__ ._ ._._ „_----
i NdaB"��f�P��l�E,F6,4(��L��IG ____'
__. . _. .. ,_ _ _..� ,
, _ _ __. _ .
����redix��e��rd�r Fe��m
F�es fi�r�ata Pro�essia���r�d �rint t�l�i!Servac�s
>; � � � �
�,� � b � - # � ; � � a �
�� m � �
�. �$6II�j/�6"S �P �Q."���
Package includes:oa�e printed page u�a ta 2J2 ink, ���g���p�
InfoSend outgoing#1t7 envelope,InfoSend#9 return
envelope
� Arintirsg�Mailing�ee per page�rith up to 2J2(two ��� ���� ��.�5°?
color dupiex)printing
3 us�s Pasta�e P�r ���� Thr��gh
A postage depasit wili be required prior tra starting -(�.������i��
service
q; Print Golor Optians(calors per side)* ��pl��`� �0.057 f�r�10 or 4�l1 �Srir��ing
�'er��d�
�Q.Q62 fior�14�prir�ting
� Inline Insert Print Fee* ��r �CB��t� ��.��� �(�G�(JFiCt�l11�
�0.067 �olsar�arinti�g
� Batch Fee(per mailing hatch under 700 rrtaii piecesj �r ���� ���(gp
7 Excess Pages Handwork Surcharge(per mail piecej �r �j, �Q,3�
�6�G�
� Address Updates �g� 0� �p.�(j ��(��
��ddr��� ��.30�:��
�h�� ����
o�pd�f�d)
� Prices assumenarmaf inkltoner caverage forbusiness dacuments.Flaod coating the entire page in colar ar ather rypes of extremely high
coverage designs may cast mmre or not ke tethnieally fedsible.Extcemely hiqh caverage designs cun tause cantent to 6leed tlrraugh to the
other side af the pvge pr tp cause fhe paye to cur!#po much ta wor&properly with high-speed maif inserttng equepment.
� intosend Produc�a C�;u�ted'bas�d c►n speeific�-ko�r�
10 Envelr�pe Messaging(5nipesy C�Ue�ted b�5ed on SpeeifiCatit3�t
�,Z Electronic Inserts (��� ����� ��p.��
12 Inserting Fee ��P�ClS�t'� �d�.01
d8�ern 13escrtpt6�rr dlr�rt c��'ll��as►a�e Fr�ice
�3 Enhanced Print Q,uality ������� �p.��
appraval. File uplaad deadline for next-day m�iling is 3.QOP�r'f focaf time at the prc�ductian facility
ciesignated fo�your a�count. If samples are required then they must be approved by.�:31�PM tacal teme
for th�file ta b�mailed by the next busine.�s�ay.
The abave pravides the comp�nents o,�the summ�ry prrce given a6ave.Alf pricing is bcxsed c�n „G�lient
Volume;Assumptions"listed bePaw crnd excludes applrca6le sales tax.
� � A... �����'�,..�
Customers Csantacted or Billed�onthfv
-3Q,00�utility bills printed monthly
-daiiy cycles
�,¢ Rrint lmage Archiving(Per Dacument Image),with ��C f�Ci��� �O.a2-For 12 Mtsnfhs of
included USRS mail tracking �� ����,�1�� ��,,�������
�O.Qa7-For 1�iVlanfhs vf
Re�ee�tion
$0.{3,��-Ftsr�4�tton�Fcs of
Retea�teon
$Q.ti�7-For 361VIont6�s of
�eter��ion
�,5 Print Pmage Archive-APl Monthly Support Fee ��� �g��� InCluded fOP irit�g�'�tiOCts�t7
Inv�i�e�loud�nd 1fllater5mart
2� Final DocTransfer{FDT) ������� $O,p15�ser image InfaSend 6atch
File
�O.C125 per image�us�om Ei6�
Fea�rnat
g� Professionai Services Rate{per hour) ��C tBIlC ��75.QQ
1$ Returned MaiJ Handling �� t��,��
�'��lC`t���
��I Pl�ce
1g Ren�it Tracking ��r �OD1f�1 $1p;U�mo
Pas�a�e Deposft
InfoSend purchases the postage needed ta mail Glient documents on the day of mailing. The pastage charges are
later inuoiced to Client based on the Client's payrnent terms. Infc�Send requires Client to submit a postage depnsit
priar to the first mailing ta facilitate the payment terms,This amount will remain in deposit for the duration af the
Agreement. Upon Agreement expiration or terminatian Client must pay in full any outstanding invoices from
InfoSend for payables created under this Agreement;the postage depasit will be refunded wifihin fifteen(15)days
of the date that�he last apen invoice is paid.
The postage d�posit amount is caiculated by multiplying the estimated number of maii �ieces per month by the
current 5-Digit pre-sorted first class postage rate.The postage deposit amount due far yaur accraunt is:
� If I�ET 15.52,OOtJ mail pieces per month x$0.471=$24;492
Qr
� ifiNET 3Q;52,OOQ mait pieces per month x$0.471 x 2=$48;984;
f�o��
Finisf�ed mail piec�s are-del�vered to the U5PS�wifhfrr c►ree(�l be�siraess�ay; If electronic
PDF samples(praofs)are requested then the traailing wffl be ccsmpteted wfthfn one day of:�ample
C; ITY U �
� � � ' � � � � � � 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***
��
� . . v .,,.
ek: et�, �rcctoi�f c in t,-ic LJt'rfity 3/2412()�3 ippin,�Ci a�z �e 3/2�/7423
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
' wL �
. SECOND AMENDMENT TQ THE MASTER SERVICES AGREEMENT,C-5860
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 individuafly as a"Party"and
collectively as the"Parties". Capitalized terms used but not otherwise defined herein shall have the meanin�
` 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 4�n
2012,as amended(the"Agreement").
WHEREAS Vert���l�f �I�t����il Inc.("FaneuiP')entered int an Assignment and Assumption Agreement
' r � �fi �.,: �' �
dated as of February��������"(the As�#��r��nt Agreement")wherein VertexOne irrevocably sold,assigned,
granted,conveyed����ensferred to Fane{�Y���z�!of Vertex's rights,title and interest in and to that portion of the
Agreement relat�����he Call Center Servic����der the Agreement and delegated all duties and obligations
related to the G����nter Services under the���ement. Faneuil accepted such assignment and assumed all of �
Vertex's duties������ilities and obligations re�����to the Call Center Services under the Agreement,and agreed to
pay, perform a��t�ischarge,as and when due,`all of the Call Center Services obligations under the Agreement
accruing on and�'���May 271h,2017.
�;�
WHEREAS,�������������ient h�������t�r�amend and modify certain terms and conditions of the
Agreement related to ren�����`'�t�e Cot���;����'"erm to f����tended through December 315t,2027 in Amendment 1
signed May 18t�,2018 � �� �
NOW,THEREFORE,in consic����'tion of the prema��„��nd other good,valuable,and binding consideration,
the receipt and sufficiency of which a���reby ackno����d,the�;����es intending to be legally bound,agree as
,
follows: '� ` �� %�' �
� � s � f
s
AttachYtient 1—Y���ne SOW t�'
,� �
'� ,�� �
The Parties agree to implement VertexOne Digital as �r����}��d in Attachmen��,�-VertexOne SOW.
,
> � �
Attachmer��'���'e��One Order������' '
� The Parties agree to changes made by Attachrn�f���2—Verte���;��'��`�orm_ �
�.�� �,
�
t � 3' 1
h' y
5..
AGREEMENT '
�
� �
1. Amendment to Schedule A-2.Schedule A-2 and A 4,sha'������1��1ed�to�include the following:
"eCIS+,E-CIS and ECIS"shall be replaced with VXcis.
2. Amendment to Schedule C Pricing.Schedule C Pricing shall be deleted in its entirety and replaced with
Attachment 2—VertexOne Order Form.
n
i
v \
�O
1�
I�VL�iG�.� O
f�P(��J-C,� '-�I`f� 20 2 3
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 �k=� BY
Name BARRY TIPPIN Name Keith Foerster
s
� t
Title CITY M�§'����12 � Title CFO
%,.
� 1;>
,,,�L ,� J �.
DATE �,
,,,�,;;
, 's,,s
�; ,
, � ,
� } �s t
r .. � 4
�s;
y{`
3
t
t 5
J
t
� 1 tt 5:
T � 7
,fi } ly x p
, n �,� "v ti 1 1
l
�} �
s�
/?` 1
� tl} ��
}i
S, ) �.F t t
r,, t
�J
1 � t
l+
y,.i-.
J }
i }
ss �,t.,,
� i
S �,,,
}t,i 5,
ATTEST: ..��:_.� .._.�� �...��
��' �a�; '��'i ,.'"�:;;.�� "�'��''
` � . ,,'
-� :>> �.____ ./�.� . .-_ _
AIVIELA MIZE, City Clerk ° �'N_„� .N.Y _ `� r. �� ��
� ,�,�`��� �`�.�.�.�..�
r�
Attachment 2
ORDER FORM
Address Information
Address Information City of Redding, CA ("Client")
777 C ress Avenue Reddin , CA 96001
Order Form Details
Effective Date Final si nature date of A reement
Subscri tion Start Date Amendment 2 Effective Date
Subscri tion End Date 11:59 m ET on December 31 2027
Billin Fre uenc „�,�;.,,Monthl
Billin Terms �,;����rdance with the A reement
VertexOne Softw�� ��.v�'�� �� �� V�����c,a. eCIS+)
�
' Verte���Digital
�<< , � o ���ngage (f.k.a VertexOne Customer Advantage)
• ���ommunicate (f.k.a VertexOne Communication Advantage)
' • ��tepository (f.k.a VertexOne Document Advantage)
f����
�>>
� t,> These Software components will be implemented and supported per the Services
'� �iefined i���r�����ement. These systems are deployed in a SaaS environment on
�,
� y,;� , � � �pri�������s�s����;�s fulty hosted and managed by VertexOne. Users will utilize
a���i�G��ing dewc.���th an intemet browser to access the VertexOne-provided
s����s. All licens�'�� �re provided to the Client on a subscription basis and
���ed by metnc a���r fixed fees defined below.
Active Accounts N,l��per of Active���tiunts, ir��dmg final billed acounts that are eligible to
�
re��'�,a bill , . , ',,, ;:
Annua� Escalation All����,�s�,��t to a,�t,��1.:����`.��s sub�ect to CPI with a ca of 6%
�„ , �
1. Subscription Fees �, ,' �� ��
,,, � �
t f>,
Starting on the Effective Date, Client����I���.VertexOne tt���nthly��aS Fees for according
to the Fee schedule below. Client�����y ��texOne tf������hly F��r a minimum of 55,000
Active Accounts based on the sol���'���ie nuri�tb�i`������r�ccount����ny month is above the
minimum of 50,000 Client will be invbiced the 0��`�����iit Fee d���1�d below for eacti account
over the 55,000 minimum. or the Fees based on the Fee schedul����ow. All fee��re based on
billable accounts.
Y /+ ,
1�l
The monthly subscription Fees are made up of the following it��� , ,;.
t lis
� �
, �
�, ,..
Component Monthly Fee for Overage Unit Unit of
55 000 Accounts Fee Measurement
VXcis Monthiy Fee $66,863.16 $1.2157 Billable
Accounts
VertexOne Digital Monthly Fee $2,420.00 $0.044 B���able
Accounts
Network Connectivity Monthly Fee $1,331.00 NIA Network
Connections
2. Transactional Fees
The table below describes VertexOne's operational Fees & charges for work activities related to
the provision of VertexOne's Software and Services for Client.
For this Order Form, transactional Fees shall be subject to the following terms:
(1) Transactional Fees are determined by the volume of Services consumed and will be
invoiced on the first full business day of the month following the provision of the Service,
or the first full business day of the month following the availability of invoices or tracking
data required to determine the payment amount.
(2) Except as expressly provided otherwise, transactional Fees are not cancelable and Fees
paid are not refundable.
(3) As an ����s�����ition of the Client's use of Services, the Client agrees to pay the
trans���t���� ��=��, �t�y undisputed amount owing under this section not paid in
a��"���ce with its r����te shall be a default and subject to the rights and remedies set
,,
�������the Agreement. '
1
Y
3
Price�� �'� onent Price ��`�Note Billin Start Date
Ad-hoc'���il $0.009 Per ad-hoc emaii generated Effective from point of first
Notificati����,� by VertexOne Digital email generated
Compositi����d �, , ,
Initiation Fe� ' } ' }
Ad-hoc SMS � ���°���$0(�� ��� Per at���SMS generated Effective from point of first
Notifications �; �"�� by Vert��e Digital SMS generated
Composition and ,,
Initiation Fee
VertexOne SMS Es���d Per����ent s ,, Effective from point of first
Gateway $0 C�"�� , 1` � � SMS sent
Transactional } f
} }
Fee' }.
Per dQ���nt composed '� Effective from point when
with������xOne � VertexOne
Print&Call File ���r"��#��ation Advant���, � C��nunication
Generation $0.005 /����en�,��for prmt�r��`��3fi P����ntage is used to send
��ch item���t�,���{���rom ��int and/or dialer/call
VertexOne�;t�r�ti�t�i�ication .'��;�of first file processed
Advanta e '
�.
Electronic $0.007 One-time charge, per item � �ffect���c����.���nt of first
Document archived within VertexOne �' �- d���t��°��chived
� .,
Archival (up to 24 Document Advantage ' , � � ���
months ��' �"�����
,� �
� ���
'This fee covers VertexOne operating the SNiS Gateway for Clien������:��trilio.Fees are based on Twilio cost to
VertexOne p/us ten percent(10%)VertexOne management fee. Pricing subject to change based on Twilio pricing.
3. Pass-Through Fees
It is acknowledged by the Parties that VertexOne will incur certain expenses while performing the
Services which will be paid and administered by VertexOne, and which will be passed through to
Clint at actual cost on VertexOne's invoices. These pass-through expenses ("Pass-Through
Expenses") are identified and listed below:
• Foreign language transiation services
'� e Postage and shipping charges
• Long distance and other telephony charges
• Miscellaneous implementation charges, if any
• Equipment charges during Implementation for cost of connectivity
• Month�y/Annual fees for cost of connectivity
• impiementation and ongoing operations travel and living expenses
Additions or deletions to Pass-Through Expenses shall be addressed through the Change
Management Policy.
4. Implementation Fees
Client shall p�� �������� '��ae following Fees and expenses in respect of the implementation
Services an�����i�s�or C����'�in Attachment 1 of Amendment No. 2.
�}
C���nerrt " ' Implementation Fee
����xOne DCE Implemer����n $60,614
}'��al $60,614
f,
,,;
;� h;;��
5. Expen�{�y
Each party������"������wn e�,�������>�osts for the Agreement unless specifically agreed in
the Agreement�"t�����r"��'�OW ���ses t����1 and accommodation costs incurred by VertexOne
in performing the Services�����this Agreeri���shall be handled and paid, if applicable, in
accordance with the term���he Agreement ;
�,
� �
6. Rate Card � '
�,
' l � , � ' s�
�., �.,u
Additional requested work will be bitled, at the fc��t��i�g hourly rat��C�d do not inGude any requisite
travel expenses. �' "` "�
y,
„+,' �1 t
� �� ..t ��.r sa.s �. ;� r.,
,�a��- �Rate���� ',� ''�`�"�'"�`�� a �",
�
. ,
� .
,
�� ,;_?� � �„� �� u� aa ��.n , „��� �,
Pro�ect Mana ��,��� f ��� ��,�_�`�'�
�.t.:... ,': 5,�;
Pro rammer ����
Business Anal st $191
Tester $159 ,
Documenter $127 "
Trainer CIS 27 ``
�'�;..
CSR Trainer ' �
�,.
7. Invoicing
VertexOne is responsible for invoicing C►ient for Services pertormed pursuant to the Agreement.
Itemized invoices shall include the following information (if applicable): contract number, purchase
order number, description of supplies or services, quantities, unit prices, and total charges.
Itemized invoices will also be emailed to'Fargen, Bernie' (bfargen@ci.redding.ca.us); Bryan, Lisa
(Ibryan@ci.redding.ca.us)
8. Pricing Assumptions
• .
1. VertexOne assumes a 6-month project duration and that the City will provide the necessary resources
for business decisions, user acceptance testing and any related training of City employees. Any delays in
the project duration will be addressed via the Change Management process.
2. It is expected that no travel will be required for this upgrade. If travel is desired by the City,expenses
will be billed based on actual costs incurred and will comply with VertexOne's travel policy.
3. Proposal scope is for the deployment/enablement of VXcommunicate ahead of the VXcis upgrade and
does nat cover the migration of communication templates from VXcis into VXcommunicate. Migration
of existing templates will be addressed as part of the VXcis upgrade proposal.
4. • Client has the ability to send Ad-hoc Email Notifications. If Client chooses to send Ad-hoc Email
Notifications the�����i����+��#�,Section 3.1.2 apply.lf the Client chooses not to send Ad-Hoc emails no
t 4 }
fees apply �" � � ��
.
�� �., ���n�Jr=
5. System ge������emails related�����f-service customer activity confirmation notifications(password
changes�'����t password,autopay���`�Ilment, paperless billing enrollment,profile updates,etc.)do not
count����i`Hoc emails and do not i����a fee.
7. � Client�i��,}he ability to send Ad-hoc��S(text)Notifications. If Client chooses to send Ad-hoc SMS
Notific�����,s,the fees outlined will apply.If the Client chooses not to send Ad-Hoc emails no fees apply.
���
Client wil���,�ubject to the Twilio fees will apply for each SMS(text)sent.
8. System gerY�t�:����l�l������messa���������to self-service customer activity confirmation notices
(password char����,�����sassv����f������t��llment, paperless billing enrollment,profile updates,
etc.)do not count as Ad-Hoc S#����d do not inc�#�`�fee.Client will be subject to the Twilio fees will
apply for each SMS(text)sent�„,, ��
9. The ad-hoc SMS fees apply f�r^�(�y SMS compos�;��VertexOne resulting from the receipt and
processing of a file or transa���originating o����of the��►f-service application.
11. VertexOne will use VertexOne���"�t�llio ac�,������the SI������way for Client and wil�pass through
� ,�
related fees as defined in sectiorY't���,�, ,r �,,,, ,,h, ,,:,„ ,��,
. • .. .
12. Client has the ability to send Ad-Hoc print rea��`���'to Client's doc���nt print and mail vendor.If Client
chooses to have VertexOne compose and�����-loc print ready����'to Cli��t's document print and
mail vendor,the fees outlined in sectio��}�,��wr����ply `, y ,
If the Client chooses not to send Ad H���'�nt rea�����s��f���,�5ply. �
13. System generated print ready files do not incur the At������"t Fee �� � �
,y,;
3;
14. Client can purchase monthly blocks of Ad-Hoc Print Ready files at red���pr�ce th���{ ����'Change
Management Process. � '��
�s,,.
15. Client has the ability to send Ad-Hoc outbound dialer file��to Gient���������'�ialer vendor or through
VertexOne's Twilio gateway.If Client chooses to send A�1�������t�i��ialerfiiles,the fees outlined in
the Order Form Section 3.1.2 apply.
If the Client chooses not to send Ad-Hoc outbound dialer files no fees apply.
.. . �. �
17. Client has the ability to store documents in VXrepisority.If Client chooses to store documents in
VXrepisority,the fees outiined in section 3.1.2 will apply.
The VXrepisority fee is a one-time fee for any items archived in VXrepisority.The fee is incurred at the
point an item is archived and covers archival for up to 24 months.
If the Client chooses not to store documents in VXrepisority no fees apply.
18. For performance reasons,a size limit of 20 MB per document applies to documents loaded into
VertexOne Document Advantage. Any requested increase in the max file size wili be addressed through
the Change Management process.
������0�� 1�..
Attachment 1
VertexOne SOW
1 Project Summary
The City of Redding has been a client of VertexOne for over two decades and has been running VXcis
(formerly eCIS-�) integrated with VSSP for past few years. VertexOne has notified the Client that letters
will no longer be able to be generated with Version 5 of VXcis because that functionality is being moved
to the VXcommunicate module of our VertexOne Digital platfo�m. The VXcommunicate platform is
available as part of the upgrade of VSSP to VertexOne Digital and will need to be in place before the
Client can upgrade VXc��t������n 5 later in 2023. It is for#his and several other reasons that#he Client
is embarking on a pro���������1������;upgrading the current VSSP platForm to the VertexOne Digital
product(enablmg�����1�new VertexC���igital features and functions).
1
J
��
2 Appli��i�un Functionality ,�
2.'1 Ve�One Digital
�;i
y�
VertexOne has in�i�1��'����i���� � ������� ��ital Functionality ("Exhibit A°). Exhibit A is hereby
incorporated herein by ii����`�'1��e and t����:'�a��par��i�!'eof as if written word for word. Exhibit A has been
reviewed by both Parties to determ�����ie Project im���rnentation scope for VertexOne Digital. Cotumn H
responses in Exhibit A will determr��`��e Project sco�,�'�nd are defined below:
� ,t
Exhibit A j '� '
1. Yes—requirement is include�l���}�e��,���kwill b�������i'�t��d during the implementation
timeline. ',,� «{�,��"� � ' ��
2. No—requirement is not included in scope , � ' : } �
s
} F
�} f �
l!:,',l 5 } `s S l
3 Implementation � �,; � ,,
,
t „l.J
3.1 implementation Scope
,�>
t �
The Client and VertexOne understand the project scope and agree to c�s��uni������3��here to that
scope, thus setting proper expectations with the project team, stakehol�������i��i�agement. Changes
to scope will be addressed based on the Change Managem�,t Polic , t "`
� � �
tst� �;
Unless agreed upon through the Change Management Policy ��Yi'�'i'tems in Exhibit A "Yes"in Column H
will be within the scope of this implementation project.
New scope items that are not documented as part of this SOW will require Ciient and VertexOne to work
cooperatively to minimize schedule extensions.
"Final acceptance" after go-live is based on the agreed upon"yes" requirements at the end of the explore
phase plus any requirements which have been re-classified as"yes".
3.2 Implementation Timeline
1
OVertexOne � Proprietary
��11 �������..
The preliminary implementation schedule below depicts the high-level schedule phases, and associated
durations. A detailed schedule will be developed and updated, as needed, during the project, which will
utilize these phases. During the project, if the Client or VertexOne desires to make any changes to the
planned schedule, that will be subject to the Change Management Policy. Any requested changes to the
dates andlor durations, and requisite cost adjustments will also be handled by the Change Management
Policy.
6-month implementation Ver4exOne Digital
, �, ,
`� l���'7� �-��• � t �",� '= � �.� � ��� _ �
� � -
� d , ,z�,������ , .
. . �
� �
�r �� _, . .�< �,.,
Ii°i K.. � , � ����-�- .
3.3 User Tram�r�� , �
,. ,
� � }
��``'��� ��,�
VertexOne will p,r��i��``base product tr�����via standard user stories and assist in the development of
Client-specific t����r1g materials by upda���c�,baseline user stories with Ciient-specific gap information, as
well as guidan���nd support to the Clier�`��ining coordinator and trainers.
,
,:
� �
3.4 D����dencies
,
t I Si y
Vanous features ava�l��,���r����pgr���.��i"C�����digital platform are dependent upon backend
systems/processes for the feature�k�t`k. This s����n outlines the major dependencies. The final
SOW and amendment will reflect tY����ti�al functional ���e based on the available backend functionality.
:.r,�
���, ���
D o o :�,�a ao o � '�"
' a�*"'� ;� "`� 7 °r '�v�
,d, ,3,tLe, 9.a
�,.$.. . ...�.. e _,._. .'...> ..,.,. : , �.:. e . . ...
1. eBill enrotment through s���r����t�'����endeq�� ����s�Billmg being activated in VXcis
and (b) VertexOne having a���,������f bill i���� '°�� �
4
2. Budget Bill/Equal Bill enrolment is depe����t uMpon the fun���ality being activated in VXcis.
3. Establishment of Payment Arranger��������Payment E��'I��ns ir���lf-service is dependent
, }
upon the functionality being activa�k��1� V�� � , �
�
� �,.�.v P
�,
4. End Customer ability to Request L�etter of Cr������;��+�ndent or���r�ctionality being activated
in VXcis. �
,,«.
5. Recurring credit card, future dated payments and digital wallP�l��yme��������tality is
dependent upon the features being available through the ba�l��t����i"f"it processor.
,
6. Leak Alerts, Home Water Reports, Consumption�������i�t�son (account vs. efficient vs.
average)and various consumption analytic dashb�5��`s�������i�ews are dependent upon the
VXsmart module being active.
7. Service appointment booking is dependent upon the backend field work/dispatch
functionality.
8. Service Request Wizard functionality requires development of web-services and business
processes in VXcis.
4 Project Assumptions
2
OVertexOne � Proprietary
� ������n� .
. . .
1. VertexOne assumes a 6-month project duration and that the Client will provide the necessary
resources for business decisions, user acceptance testing and any related training of Client
employees. Any delays in the project duration will be addressed via the Change Management
process.
2. It is expected that no travel will be required for this upgrade. If travel is desired by the City,
expenses wiil be billed based on actual costs incurred and will comply with VertexOne's travel
policy.
3. Proposal scope is#�t`�k�����loyment/enablement of VXcommunicate ahead of the VXcis
upgrade ands�t��i�������"���,migration of communication templates from VXcis into
VXcomm�������t''iVligration ����sting templates�will be addressed as part ofthe VXcis upgrade
proposa��
4. Any r��t��`ce constraints either f��;Client or any other 3rd party vendors that result in changes
to th���s�ect timelines will be ac��l"��sed via the Change Management Policy.
5. Client��t'�sponsiveness and prompt provisioning of necessary program inputs is also critical to
schedu����lherence.
:,
6. Client is re���������`i��er ac;����i�����ting
„„,t'z:� .,,i.....,.. ..,rF,,.,„,:,.,.. .�.�„,.,,ax+...
i, ;:
7. Unless otherwise stated in�����OW, Client���sponsible for development of all end user
training materials and the����iery of aii end ��training.
,. „ , „
8. Any changes to 3rd party���dors not state���this SC��1/may result in changes to the timeline,
project scope and cost. St��[��:hanges�����addr���l�via the Change Management Policy.
, ,
�.t, �,:t ��.� .
9. Client is responsible for any re��f����l�!�{uirerr�����;�����ir������d providing to VertexOne. Any
system changes as a result of regulatory cha���"are the res���sibility of Client and managed
via the Change Management Policy. < ���„�`� �, :
10. Changes to VertexOne Software bas�;���'��I foliow the C����e M��ement Policy.
Request that are approved will be a����to t��(ertex0���'��fware����map.
� ,
11. Content and design of all materials are subject tb'���g�over tim���;���VertexOne Digital
incorporates new features.
12. Vanables must be configured in both VertexOne Digitai and VX���ef�r����n��be used in a
communication template. Configuration of variables after the i����t�"%�����`n project(new or
chan e will follow the Chan e Mana ement Poli � � ' ' ;"��
9 ) 9 9 �X ,
��
13. VertexOne provides the ability to initiate outbound SM����ssaging by submitting the request to
Twilio.
14. VertexOne provides the ability to initiate or automated, outbound dialer ca�ls through Twilio. If
the Client desires a different outbound dialer solution, the effort for integrating to your dialer
provider will need to be reviewed by VertexOne via the Change Management Policy.
3
OVertexOne � Proprietary
� - � � � �
CIS Integration '�� ;�°UXcis::� �, � <�`: ,u .,
Client Staff SSO Capability ` ° ' r rNo >;� 4 „ ,,;: � , ` `�'
Payment Vendor Integration ;-4 � ;`Other ;; �� t� `
WCAG 2.0 ,r,, Yes,,;j JS:
�.
Client Staff 2 Factor Authentication � : No
_.;�a
End User 2 Factor Authentication � � ° No '' ' T
SMS lntegration s; ' � Twillio�: ' fi
Email Integration ��SenclGri'c! � ����-`
Dialer Integration ;� 4 � �Twillio.,:
Printer&Mail Int��Xa���� �; ,_.�:. ;�;`Other ri� ; } '�r
User Migrati���„ �G � � , f No �•�� �>
VXsmart-��'��� '' ' No �.�
VXsmart����� � ,� No
VXsma����ettric ' � No
v' V k`�
Outbo�K��,Communication Types �t. .. A..�,
�; ' � ,
3rd Party������rations � � � ;
�
.
� . -
„�.,�. �, .�» . �� �... .. �
�' � ��:�,s� �� � .�.t
4 4 1
n. \ t
t t`'
}$J� SF?t
1
4
1
tt t 1 r l
t y
�
�u. . �,+'�l'.+ tf
�,'�1.+".,".
�l�,�
;,'
t?
l
t /: ,
� t t
S� rr
l
e
�'vf� '� t f .5
�, �
u �
i
t },en
1-,.
;�
�
t -U °
x v
W�«��� i inei�r�• VertewOneDi6nalBau ve:
p�e 2 For ot Uu 10 Ven¢�Ore Di iol Base. Yxs
3 Fur u�Passv,wd Venea�One�i ital Baae Yes
4 L n Pe InerP� VenaoireUi nalBase A6il' iorendux iolilewkha and a vrord Yee
u VennOreDi6�al-Premv Milirytaiun inhemiotedeuurstomaYeaone�unepaymemwnho haWn6io �"�egra�wnintu(IS;Psqunn
5 Paybtll as(uesl Imegnlwn Va[4aee M1ineiuna4ryui VXcn.Nvt in No
�rt V%us sdu[un
Guvtt fuNfa m
SlyiMhq VanvOireUyital-Vremum �airy�arenduserov6mpa'SianServke'reW���huimkcan6eaneyby- Inte9rxlonm�oClS;Nequ'va ihisistheuniunthn
fi S�anServir. re 'vaNtbtw[ iolNcreatesaurWrcur�e�in�lie[I5�"rfappru�edby hnniuna6ryNiVXcis,Nwin Nu detal6featurestMtanbe
���p� IntearnionPxka6e ���Mr.ervi�e)o ecanheaformtharissent�oatSNfaroaesi� rentNtcissdution vsi6hkon�heiisn-Inpase
PbJiWturmduserw�n.vYashunatfurthewebuCurv'repunnluniliemubileN J alVenevOneD'yinl.
] InsnllApp Vertea0iw0i6^a��� home �O
Abiliryfaienduur withVenex0.�e�ha�hnOPalivecluiayen�
9 link�oliveCha�/Cha�bm Chat/Cha�brnMd-On Aw11ab1eonM�CM1atinenabled.Beau��etheuursareunaui/ien�i�a�ed,only No
Ou�a115kaUl-Pr� eral no eiif infnr�v�iu��isawNable
b{Y� ll1 ENG/SPAlan6uageTransla�wns VenexOreDignal-P�emium Ablliryfarendurerro5selenlangua9eotP�+I�nmen�beexeenEnylixhanJ No
In�e ntx+nV� S nisl�.S nsh�n ua e �enthre ulrt-0��6e rm,'vled theuti
t1 tangra6�P�efnen�e Ln6uageAddUnc ���M'farenduzertocelrnlaneua6ea(ponalwn�emwarryoced100machine No
ansMed4n ua es
tnaWdes
VanvOreDynal-premum a)9nndin6ofMeseYurvkepomlalyn�vM1h�h<zeknedaaounislineof
�] stu�NxeJladobY�BjU.aid IntearnionPackase �*inesxandvrilreflantheluyo.cwmmernremnnninbmvuonand No
applbble links
nbi' odis wFnktoCN� r W dF (rma'on
pum115keUl- 13 tiiiMtuti.eChac [hat/f.hatbatAdd-on �IliryforenduserwinnucealiwAia�sauionwnhcuatomerservicestaH. No
PopLepa A ilaWeon ACluiinenabled
)5 tangunaePreference Wn6uageAJd�On Abilirylarandusermuknlanguageafponal�ame��roanyaneoll00ma�hine CfemmunprovideGwgle No
.,,, .z:,;u.,�..,.... transkledbn ua es T W tatkense
16 1in4taMes�a C nlerl�box , "I6au fvailaWeweM1SeareMesv C<nle� No
1] lliii Soa�ulMd l i A6�M�orenduur�aavessM1nktou�ilryso�Nmed'usqese.6Farehook, �
� �` ����,��,.',,ae; Inata n n Voutu6e ete The I nW art cont�ur.ble.
� RuyduwiMe tt '�}�'�;c{Y�� es VeneA �i ��iim Abiirylurend�x�wulm�ruun�furwhKhtheywwldlikew�onAunself- Yes
(orUsenwiM1 iY�"`4{" Inte Vcb
19 Bdl 6S t� VenenOneDi6neieas�d t �'�'�'�urenduurtouiewhnbil46stpayircm,aure�rtbalaoceandmalza �
�,
2U lan r VenexUreDi kal8au �il' lorenduserrovrewa andAls�nealuu e�rendx No
2] t VenuOrc Di inl8ase ��rl oihi h low n h Nu
A������m�ry tI d ' VertnOneD'inlLss ' M1erwebsices rrd bre wM1M1 ek�om'nlurm�n'un(nribeenduser No
5 J v
�`�'f �nsanJtn�saaiun(rumaneW�uno�nersperspeqi.e,�e
23 I v.�{aT;,{�$�`�Bn Vene.rOne Ug�ai Base y .u��d a hyM1 WII.ChecM H I have a k�k Clun6a my payma�t opt n;ett,) �'
1..�
Z1 N�5,6'��epon VRsr�unAtlE-On t�IlXyfarendurerwv�ew<ampvr6onoluvseayvinrtotherhousehaldswph No
`maa,,orie
25 11pE�fl ,ie„ncez VenexOneD'gkal8ass ���Thisallows<uswmerx�oqurklyupdaieape<ificpre(ere�sin�AesysemliLe Ha
�E�, Va rkssbllm o ele�en�e
26 Pdl MYMlorenduttrmvkw691n8anduu6ehewrvfwthepast]tmomhsiif
d�iilYy��oryTabk Vertm�OneOiyuaiEre av�IhWe Ves
2I �ow bad���l�eHs�ory Vp�wOneOgrtalBase Abdirykrenducerwdounbador�rntbJlF�6anJusaSeM1istaryforeMpasr]I ye
w'hbl. n rnf4(wma�
]e ViewBilllma6c t .,y,t �q{,ft �snl8ue J�.��y'�I'��t�t,., btlimabes �nte6�atanwnhOiRVnn�vendo��Nu
19 B�iIlOelne.ryOP �� �yM1+lb� „,��+�1�y�� d'�ivkh` �jdyy' IIIdeYveNaPtlumtoPaperlezsorpapKr Iite6nuo��whhtlillPrintVe�bur,Nu
° f�
'r.M,i�.!+�t... „ ,y. `7.,�..�
VertuO p�}��t`�m� '�i, InhgratronmtoClS;Requiea
�b9 30 9wlbet&Ilin6 A6Airylo J {aw��(�fFtud6 bAin96asedonutility6usmenrul.s fuutiunallrymVios,Notin Nu
Inm6 R#�g���,: ntVXekmlutu
Vert Lrrywj,¢��=Vmnuin A6ilny�u d �h{g;�e dse.R�6itlb.aedonikredware�tud�ei Iirce6���ntoCSPepiues
31 Wate�Bud6etManaSemem In�e6�+—fl�8 �� �� tiKY��s.Noiin Na
lv,`t;' m VMcssoYnnn
�' �1Q3 � "' Inte6ntunxmC6;Pequvn
3t ElenNcVei�ideBGlin6Mana6ement n�L��16F miim Ablirylo d 1{�ti�,��4d1'6���itf EWlw;ii�6 fui�nwlirynN(cis,Notin No
,^'H r},„ mVXcsmlu�bn
33 Comryre811sMem�O�rtlm VartcAYa��.Fmmi�m Ab1lHylu dy#��h'y'�fiF�,#� yol�i�ufbi�µ��rljikq�' rca�nuhlpk No
Inte n�wd+, rbdsin zalforma�and�" �rsi�Rarmation
34 VlewUsayeinJlRnrnntw s mPrun yy AdJ�^ S�����}�?{$( ,�,:, !Mi
Water IeaF Oatenun with 0.emmmende� ,�1,�{�fk.„rvitii�wlil alen d�y` i}���{�y��NiE POS'ib�,'��„�'�
35 Anions `/� hAdd-On ".: �Yffb'iE>'R3vil{�p�oNdertapby q��`v�d s�oMdandYp47i�!}rj,��.. !b
sYkleak WnRum' �i'Vi(s�wn ^
36 Ulafy6reP�adUa¢ VFsm�nAdd-On I�isn„9 � '�t;f+',�{�4{}l,.esr�� . .ei�..m.ifk, tN{*39$;;.
:o�l�.i,�nie F rux .Y+V.<.n,���i. iikkv?:"�e^� �
r �suFti���#� .,�ru�� . . ��t'�`�,�
3] InternlUsa6esGeaphs 1�IsmartAJd-On f. ,1+�I 4 h�,-N�Es�u�V 1.,�1 � �k :.t `uy��xd.iH� No
-i A ,�'� .1„
����t 38 SeamnalVa eGra�s v%smartAdd On n ks �' t:�� Nu
3Y Usee�siiertdflates V%sirortAdd On s'}li��t d :� ��� Nu
�0 Waather0�erh onll eGn lis V%smattAdd On ^"Y .y"",�y',n'*'q�. y;`" + rya
�'�i��us��t au�{t�y„a�w 1�,�{tgs�'z��:1
u F�,rU��r�m.Pani. vn.��.naea-o�� ' t x„
ria'�'..`t�m,��d„ ,�.hs�� ��'�„���"��,�',k„#uh a�,,.�. �;3„�
� � �o �vs�#'�t�\'��ac r ", ;s.
.�ifl .�rI.rJA.ilM�kvd�HS�.iCo.��'o
G2 EatimatedUs.�eWsedonNameVmfik V%snunAdd-On � �i . , . . .�.id.�Jn'��ys��r.Y.�1s f;y Ne
.o..-� ..1 e��
:r.4M.:nr•.:
E3 U NomeG�k VYsmanAdd-On
Vertm�One UBtiI Pm ' �.�.�r.v ' .. ,
/4 PaY�ntT�ansactiuns Inte rationPuka a AbtliNlu enduzermview duwnluadarP�ii�haiorKzlP�V�nt wq'�r �1��
45 I<J/,erHMury VenexOuDgital Premiuin qbilirylorendu.�ertovew,du.v�luaJa�yinihinorKalledgeri�( u}�'��!!g� Yes
In�e,atbnPa�lae cnd a asthe ar, rred ..k..».�,..,,,.�..�..
�nen[t2ns+rnons �"
nal PramiUm " } .115�%$#"�X�M CIS'Ne9ulres
<fi VartaOiw UM e le 1 � b led de}�ik �iinef Iny
ney�m�n«orc,ea� reeap vM�ae aminvm,e�a�Y�m,ro� e,�'�b, �vu�,wo,�� rvo
m vu�i��,unwn
VennllreD�Ral-Premium �� � Ix�e6rT�onxmClS.PeW'vn
�) PaymenlAmneament Inte6ntwnPado6a p��'�'�°rendu�erasewp 3ym tRrn �i�}�yv�T�iti�yd�%yM Inan�4s(�Mtbnc6ryinV1(eis,Notin N�
.-.. �� a emVX'wWtiun PaVmemOpious,�sand
VenevO al-PremWm Inte�mionmmCS:Pepunn vzitabJM(m
Id PN�r�tEvinnsWn M�� AbiIM���anduurtuaeWDaPaymentExe��sunbasedunutiGtyWtinenvle. hn una4tyMVf(tis,Nutin No
P.y�nrweF+{e In�e6i bnPacb6e mahepaY^qn�>anJspecfc
mVJ(ur sohrtnn �y�Mnt�ypas wdl be based
49 SnUpAin�Pay n,e1*'�pnva�PPrernium pbilnylorenduuriasetupan ticpaymentsbyACNwnedncard Ves onClkn�CRbusiness�ules.
Vener�neDiEro�-Prernium Ahtlityfurnndutt.wviuwpaV��entiiptbnsanJmakeaaietimeprynienttu
511 Make>Paymem In�e rewnPx4a e eithnronenr�mih'kam.ount+ �es
VenerOM Di6�+�-Prcmium Imesrn on mro CIS;Itequires
51 P�e-PaV��WntManageme�M1 Abiliryfarentluse�ro n�geaPrcPaybillinaaccw�M1 fun�t nalityNVl(�i;Nolm No
Inte6�ion Pazia6e
n V%msoYn'
51 ManayaVaymemAkiheds �ertwaOneDiSiol-Premam pbJM�orendusermsewD�ndm+n+
Inre rnwnVub e 6<wm�ammethods{bank,credn<ard,e�c) fb
53 VeMm Va VertnDireDi6b1-Premum Abtliryformdusertoview M' W
e ymems Inh ratwnPxb e �e �6WY�ms
Ablliry far md use�m updrte wman detaih(malin6+��gz,W�k ema�
5� Conp�infomvtion VenexOneOyitalBau �feSs hanem�mhersmobiknumberfn5 Yez
M�n •my%efiM 51 PrMerencas VenmO�reD"ynal9aze Ati�fi'orenduurbsetpreferrodmntaqchanMl(e�maii,tM, Ke�(aali No
K
56 AaaumSonm s VertnOne nalBase Abil' larenduse�toaddorremove vnibkiircothis �le Yes
51 Vassuvrtl5enings VertexOneOy�alBase Abdiryturenduse��uupdacepaovrorde��dnutpreiere�imstmtwUhtt�r Yes
a�nhen
'� SB CusluixrinW�mV-��u4Jatedlnbur Vmr,OneOynalBaze A�'�,"^"rpansend-einqulryabout5erviceReques�ora5ervieONerinpusrexs Ves
�hew h5ecureMesn Cente�
Ve�ta�One D'yNl.Vremium Imearxion nto<I5;Ps�u'ves
59 SeMaHequenWizardl Inte6rationPxlu6e VertexOnewliworkwithCFemtadetermnethesen'vsre9��est fiirctu�ufityAN4is.Nwin No
irt Vt'suMun
VertexOne Digidl-Premium ���.en��M+�crs:x��,�
6D Se�virnRequestWizardi In�e6ntiunP Wbe VartaxOiiawilluorkwi[hClientrodemrmmethesarvi�ereQunc funnwiulnVa���s.Notin No
ent VJlcnsoW�bn `r��m+e�
In��gra�iw into CIS;Peq� Implemenhtion pricing
6] ServkzNeW�+Wizaed3 VenaxOneW6iral-Prenium VennonewillwohwhhC4emiode�eeminatheurvkcreyuen fu bnahYm�M�h.N �n No xicluJes3Wi:aids�Mtun
�n�eq.xbnazckase mvxris.eMiuo w�Ma res�,v�c.
RepLtsrUr Swh+paryrb 61 SeMreYe enFwml VeneNne 'M1�IBase VeneNnewllwohwhhCtiemtodetermMetMse.rvirore u YanSerw Orde,rinClemCSviaqiem
luppedln 63 Service estFarm2 VenaOire 'nnlBase VenexOnerrilluarkwirhCliem�odtte�min theservi�ere uest Dismnnen5ervie p«dW'MebServkes,and
6< Sen'xePe euFmm3 VeneOrc rtulBase Vertc.p�ewillwo�kwitl�CGentmdetermni¢theurvhe.<uev Tr�nsterSerWie 3twmsthatcreatea
VenerOMOiyital-Premium Panumerc�nseean��eeNewufSer.icePepueanas*u�uvMvnN�heukn.d Su�uslar5enieXepun�are Consdida�Mlnbmnemfor
65 Se�vkePep�eaMkwN In�e6ratbnPacla6e „Rn,:a,nx.. da��eeMo�im.e�•�wan Yes theClknckaHtuP��sv
CIS and MWF
Inte6ntion inio NINF;Pepuires
LL Appuintirc�it&nNn6 Md-O�i 4Liliryfu�entluaermscheduk5er.i�eWuhrltl�InlheairtumerWrtal. �bservicesprmidedbyMWM �
provider.11m m rurrent V%�u
soMbn
AbilNyfarenduwrmfiRou�form�rea�edbytlieunlny.Tliaformsmayo�i�uy
6] lltilrtyConfqurahk-OnlineForms Odd-On vedi n�als'nat asde�ermin d �Ae��ii. NO
Veno�OneDi6nal-Premium �'�irybrenduurtaviewadmrnentandsaveysi6wwre[drawn,ryped,et�.)In
66 A�uiieE-v6natureundwment imey�wnVximde �hedua�iMnifurnm6e�aquredandsa�ed,alun6wrthH�roaiWdat<d No
AbJitv b�and uwr roupbad docvmrnts�o vre in tha Dawment Mana9emeirc
reqni�ory.Oavmen�rype�wpponed'mclude:
69 CustamerUplwdlbaments VeMVO�Di�ldl-Premium iDuamentrypezuf.POF.�OC/�Otlt.%ISMlSX.PPT/VGII(.m.e¢ No
inte6ntionPxb6e Y.Imaseryye.dPXG.IPG,GIF.TiFF.e��.
�i.Videorypes d AWt,MKV,AN,MOV,e�c
��a�+ lu lwdlo s of MP3 WAV AU etc
!u lusromerYvOooimenu VertmOM 'hzlease AbJi larendusermviewdxumentavocu�edwph�heva�wn�s Na
This reW irez ime6�aiun with
uplwdandfuxnlmdL aniem�frornutiliry abqlryWrenduurwvi�waiWupbadJ�oimeu�sfrmnauuGryprwJed "�����'oviledUMsw�ub
�� prwiJxd(latvmemM�na6eme�(S �d�� pueume.irtManagem¢m5ynem(DMS�. rNcespruNd[dby[he0lb Mo
provdar perVercexOne
tMi �iuns
�= fistumcr Ilpload Ib[mqi�i Sq�F!#� `�j�¢4�aG`�'�R{emium
Meame[eme .,,,}., f 0.biliryfoiendux�mmachdocu wehax�ueemesssye Nu
]3 VkwlnburturMj%S�y�" Ve 0 Dy�3{�'�` t i1b'�MbrenJ�sermvkwatlmesss6esrereiveAthw6M1�Ae5euireNm+6e �
Ceme�
l �t
'Id Y NISett{���[..,,.�}.�pp£ Vn e0gm19�s'a �o�blM1yf rendusnr�oxwall¢emmcm6esfrwnthrou/h5eareAkc`a6eCnter Na
SeareMray� ��iliry lur end um�m arthi�e a�ry mnoses Hiac lia�e been unt ui rerei�ed
��� 'IS A h {�N� $ Venevo�D'yFnlexie Sr '�� h5mireMes eCxn�er �
16 t ���:.y��be7y�s VenerOneDi�ml.Pr $tyi� �NHylurenduxr�uselett�meza6etypeLefux�endnLaiKv QeU�ruu;M1 �
�.. Inte�a an Px6 e re Mesv e(P�m�.E nt Call Bxk Genenl I
]8 Se(hf�p��'riorM VenrAneo6ml Prm�('�kd�, MfurenduxrmsetaPriuriryle�elfnr�h<icessabeba*edunutiity �
In�e�etwn Paclu e ��de�ermined r ' Ieveia
]9 1 d� �{og PmdunAdwntedeAddt��i,l4Abiliryfurenduser�tovKwaai�alogofproEunsanEfeaaressewVW�uciliry Nu
BO F�1�� VrodutArhentaaeAEd-0n ��nd�(urendussrmmwa�adlo6o(produdsand(ealuressetuPWan�rnal �
{
AbiliryUi end uu�to v�ew a shopping c�n ranainma produes(xervices they ha�e
81 Sh PW'i.��,�,.p ProdunAdwma6eAddUn ttknedfa r�liase �
,.�:� pkd�{yhu.,¢d 1 praducss/aeriinfiam�hsniabeandadtl�o "�e6M���C5.Nequrnvzb
x.
I
81 Fnrdl/ONe� `�}7f�q,fWga �4 Ad a6eAdd-0n .M. urvKnP�wdedbyC5provder,tb
'� . y t ry�T�����t i perVennOnasPo�K�t�om
� t " � � ImeantunmtuC15;11equsesweb
t anim�r a r+y.�rr�vrtre Me��oo�av��d�a.fKM�.�a��4��aet��
83 llnenroll/Cancelprwlun�ur5erv4es��, .. � Prod nAve,�2�¢�'� theserxc Rde d urvice.prmWedtry[6Wowkr !b
�ri�" Per VanaOne spe�ihratwns
hod�cb�ed Rdb
an5uvkm S � ' Ime8nlanlnto�I5;f4qu've�we.b
OisplryAccouneHistoryfurallPrWuclsanJ 1 �yy� ALillrylo h d ��j[g1� h" .IM1eryyeafpu�chauaiMthermtof
tlG Servias PruJuc4,�{�„q1iro�Add-Un 1heVrod M/ oH � �erv�cezPio�,iled6YCI5Wwider.Nu
peiVerinOnespec��wnf
f
BS Fecurrin6Char8e5e�uP Peudurl�{y{ibeAdd-0n AbNMIu h Mu�{,��ij�4f W�c�� a m M Inteara�lonM�oC15'Ik9u'resweb
� ��r'�� u�npiv.ldedtryCSproWer.Hu
ahar6es.Th por����(�,}'Y�is b tionbak�¢.ib{
,�`,y5:�� .nr,5v,i...:'� ..,,k�„*.� R�Verl�OnesRcifotwm
B6 Wlfilmentlnte hrou hC15 Prod 0.d '�����'��� ��P��h+��`�.��"�.�+I�kA4+baz4eM I�iM6mbnm�oClS,PnWeesaxb
bntbn� ; i'3�p���11'� 1 n Proa�ded by CIS proMer,No
anr�+�i�4�dyu�+��M n yp�fdw,kd�d��kN��a�rt�h���(�vaw vm�.o�e,�ar�rnw�.�
.,Il r..�„7..,. ce,
.... aBftV'r� a� n�.�7a�e��Jt` .ma��r�riEa��d5�5naWm�.a,�����e�enwE,ne,�,i
P) FuNilmmtlnueMwnthrau6hEMe�iulVeMo� ProdunAdwmageAddU heapp�q I�'¢Yii� �mMachar`e(oianenr tled�{,�.. VenJar.Requ�reswebserviv.s No
�heiiutil hY wided Ea�ermlVenJor
�I 1'.'Io J 4`f�i�N*"� ' r '/ . ,. ! 4i,�i�F+`�`��''i
8B WaiarinakAkrt V%smartAdd-On (..�p 1 k�.�j�9�4� .I� ����A ,J«nu� } Nu
nvJ�^t. h' h4�`.;:
�r i to H�.tf�akk^S�E���'i f � ,�i a��,v�
Ni6h Us.�ge rvoid�un baW w Faaa u(H�Sh I gr�y+�}�,+11µ�^.�{pZ5 y� �Zy .1 / j�}+��,+{
69 V[sirert NW-Q�i Ib
Ufl6e M,�;�?,y�'�'OT,�`� (��,'(' n i n� .+'a s�1.'
't.{..Vi>+,.:u,�r� !„�v'f»'...i,�..
1 � ,p
9U Blllfareanflutilb�bn VNsmanAdd-Dn ���� d �'���� �rh� ���t�'� -��la.��� S �
�s`.� t $i �'� sM#�s�G;.u��t*{,�,irr t<o»�.
,}:., ..,... .r., 4i��" „�
t'Irt�I�. ._.,i! � ��KT � � � V 9 �tit
G
91 UnplannedUvBeNntifaiion VxsrrertAdd-Un h��Vl I . . � ...�� J �M1, '„ �
NatlBmtlan� 1..• .l l �..7:���•>>nr.d�nmy
Rdsenrx t t
n',,,)�, r � � . "./,rt .� l� r x, I �# }„ �
1 .= �vl..�.od.lv f -�d��dh. g �
92 HameUil�yPepoih Vi(smanA�ld-On - ' - 1 L N:.r�,
,. �„L,+�, �
N .�1� / . . noh�nr 3f{W+9�,'«C'
93 PrMtibmelhlGryRepon Vi(smanAdd-On u�l,e�/ I :. � y:l. No
-V/s�r $�E,
94 Util' ConreRMevv V%smanAdd-On ,��r No
es �..NN . . / +`M1.V*��"���'
95 Ur6����resaMServiceAMen VitzmttAdd-On r.l�r�v I .,�I-rz rl n�rTv.l� i&`{u�£.�Ya , ioK..s. No
.,.r�in n/��e�.�.ii,*:'Y�n.i.
96 UnsubsviheframaAootHie�lwnop�ion VXsmanMid-On nhli,::./„�r.-��..eri�unsu.'n:^�elrn�n�llj�r�ii�,,�J:.,,i;7i�✓.r.u_ �
9) livaChatSenttoCSP CFe� hatbotAJA-On AbJ' forth endusertoie u nali�:chatsess'nnwhhutiNt at No
9N VenevOneClvnVinwlA.s'sta�n [I�at)tl�a�LmMd-on AbJirylor�h¢end�seiioreceivehelpf�oinaahatunualxtin�minaquesiron �
and an werlwm
Ability lar the rystem ra recei�e addhnrel tnui�µm�he�ha�vhW�l assisnni on a
Uc1/C1�Ibel 99 Man�hlyChatbotTninfns (M1at/lM1aibotAdd-On monchNbxkmimv���heauunryandetfectiveMssAviwalassisrant Nu
Abiiry lor M<sysmm w receive add¢unal tnwiry to the chat v"vnul assistant on a
1W UuarterlyChnbotTnnin6 Cl�at/(liat6otAdd-On quanerly6nu�oiinpauetheauyraryaMeHect�naid�intwlasfhvnt No
101 Yewl'ne0ua6el.4p qrtaseMd-0n AbJiryfoienduaermsia mapatautaaesimpaninyrervie�oMeirbotim fio
WnQe 102 � �uges qna Fdd-0n AbY fo�endurermre W tathevtilX !b
ALiIM loi end us�r�u set uN and upJa�e yreleeen.es�Nu�ed b W�ti�rc outa(F
103 k�AlembasedonOutabez OucageAdd-On ion/romtha�np' �
Abiliryforenduurrouu mo�ikmponsi.ewstwnersurvkewehappfio�ionvia
105 ProgresvveWehApp VenexOneD'yiulBase rliewebbrowsarinthelrsmaitphoM.Thaprop'essh+ewebappl�athearansame Yes
(unmonal' 'ed nadesta wehv uo�ion
Ab'iliryfo�ahndbrdmsewpaHndbrdpr�letha�aAcwrthamtoestad'nha�M IntegrztionmtoClS;Pey�'ueswe.b
Pe�nl] 1U6 UMbrd Atld-On ma�aeaContliuous5erviceAgrtemen�foiallurvkelootnmwmed6ythe mcesprwidMbyCRprmiJer,No
6Mbrd pn VenerOne sperilin�bm
Thkporolis(orWildars«�ntnnorth��Medspe�Ifcserviereq�estsaiM 1ided�cionm�oclS;Pewunweh
Ge�vl] SO) B�Ilder�Cannattw� Add-On urwesprmiAedbyCSWONder,No
add'rtion�linformatanbasedwihebpermn�. �ryenewOne�peeK lons
In�eda�bn in�u C5;Pequirn web
Porel3 108 Mrakw/tommuniryAness aJd-On ThisporolalbwsreahwanJ/orspecAkmmmunHy6mup�oxcessa�re6xed m��ded CK Wer,Xo
Jata(w specif�unnre bm�nn a Urge�seMre areas sen:ces pr by pro
per VertnOne spe�qllons
TIisW�v��sf��a8enciesilaimokepledgeslurs{uxqkuntu�nerandallu�rsth�u�01egntlonMtoCIS;Re�uve.�web
Porn10 109 Agenry gQd 4 servlceiprwlAedbyClSpro�der�Na
agen<ka�oviewandmanagethevpaymennaMyleJ6edarinun[�elttuunc ce��rtr�Onecye�ifolluns
� �'j ' tl fu mon�Ikywllaibwfurthelandlurdpurol�ube n�egrstedwMVenrrOre
t S �� �1 d6 � authwvedirsersvwllmmneedrob6��oarayrateponaltoma�u6ethe.
t10 �nttpratMSoMb q�fd 0 �, �underthe�rCSAih No
pr eyca irtGze�hesamepon�l�heyuseromanayethex
�«�� un bnJbrd urvie loomn
Itl 3t dAb A dabnepomlforbndbrdstamanasa<aminuausuMaa6�K���sfo�
x,} �t nae o� 'r ni��,Ma m.m �°
1t2 ViewAll�,""�" ➢¢}����A pdd-On �' ��``If fora�nho�tredux<nto rwaino(all remlus�he m No
WWbrd/W lll 4dd/ ,��'�.G'�#lfieonCSA pdd-un foranl.�rvrduurs�oadJaMa un�le,�hei.[u. Nn
Agrest��k• 114 P �"����"tur-anPrvpertiesunJer pad Q �l�M�uraWhurveduserstuvewdat�rebtedotheapremnexeb, �
CS1 �p� mp�on,h A iQ mo.m�n/mo�xaui daus a�rem balan�e,iespmsibk parry
115 U ��MM1���I�eauthorizeduserroupda�ether�onbn4ifunnatlonspecifirothe
pt�Y�`,tfR,#ttl�Aorma�ion ndJ-On 1 � No yertexOne<anprwMe
��11lirytorusersxaadda�W{orremoveaddnronalauthnrveduwrttliat�anha�e Wro ��
116 M�'�rvedUurs �d-�^ �othe naltoass�vinmana ementatfSAand re � adJXbnal Ibrs if
�pbdhy br autMrved users ro view cm�sump�on MIIeE to IandbrE M1y preimse�M NP�s uf uxn that n<ed
Addtbnd 111 C ut�'�ioiy0ilkcltul�ndlurJ Add-Un �n�a�laaoss�ll e � +pu'���RsstoCllentClS
�d+ AbiliryforabuiWe�userioviewallcurrentttrvkel«atwnthaiarepandNev IiAormatwn Theseponal
116 V Aw���if`p� pdd-On ryo Wllhavebazehnctumliry
]]9 Tempor�ry5¢��iYl.�p{i,� �'W,fln �QJM1?�'�� r¢puesttM1attempon�V�e�aMliras�repNinplace Eachponalwillrequ've
4}' .t,,.�z 4 No scaPm6loizeldient
e�ud.,feoai...wl uo ramPoarvs�rnt� ;'i.., ��r ,�+�tt��.e�}b+�`d�rit�v'+v.=we*�ti,�e,roo.,�r:nmon:..ew�mq,�ro � ,x<n<��
131 IiizaliPermaremMeter � ,�i31 �• �Add 0 �Abd�rylo WW v��#'Yk�.yY- thatnewpermanemmmarsareinst�lkdooce No
b.
.,..,.,,v,,,v,.,1,: me r �n com bt�l,.a,..„�s
1l2 rransierioovmer pddo ,,,I,a nLlli 1oeWdde, r�heserwrel«afn.m�ne�e No
123 VfewAlllatHhm pCd Un�.,../,w.�� Abili Iorabuilde�u "'�rerncel«a[wnsof Na
A6Niryfo k urt2�fi'}`�#lY#n e��r�ei«a�w��.{�e,adeuoracco�m
12C ServicefumimnSe�rtl� pdd Qq, �mbee No
R�Ibr/ philhylo h Ig,}CdtV�{Wed a6euserpr�k in�ludm6��an
fummuNlyAttm� u5 Mana6e��rProfJe �d(}q Nforma�pn �
126 ���ie�.eNinoricalComum ion pdd Abil iarareahor 'liumrieal�onsu �tlk e tb
u) PnrieueHivoriolBillAmounu pdd Uh 46R' lo e�X .. "��hstoricalhiYa No
rc eemx
118 Searthfa.Cuvomeracram. qdd 5 A6NnVfo�rt. #' hf }�{} Ys �a�uwntnumlxr No
,,.,r,.e,;:s.. .,v,�Y,�`,4 y �'9H,y:a,�;�
ll9 VrwCu..�umerPvnun�Oe�aNz/Nlz�oiY Pdd 0 ���#����� �������`��"'`"b• No
13o EsbhlahweJeelurAuuun� pdd-on �.,�t��"'�M1 �Vuuru� p .��fLespecMicauuunl��YrtpS �
6us�n �ruks.
AbYiryla A6 �Y W���'�4^� fmVledde�s�.Requi Cd �
131 SubmkPaymentfurlNedB��w�it Md-On VenJurSu ���
A6^��'I 13] A�CommemtaPkd 4cmunts Add-On Abi 1o�anAen ttl�'�� ;dJdmmmen�xto k e Nn
133 � +�eAgenryProfile qdd�On Ablll faranA �etl�ele �ollk Nn
131 ViewTaplAen VledeBalanre qdd-On Abill faran� �"�viedtMw�alaen kJehilance No
AbNirylo q'��wa, S�kV C�I A rren�arcoun�eapnrtrh�.,h�,�#�ity
135 View[unen�Wed6edA�aums pdd-On h '�`"�+{ ,�, � No
13fi ViewA6enryPled6eled6e�Hktory Add-On Ab'�,�'*$K�Kn'��V�,, I dyerofpa pl Aa d�'{�A�l� �,5� No
13) Yew/yenryPlad6<Vayments qdd-On �i�N�wSnA6eMyuserY��?�Y�`{i{e�!(P����j"�a�� No
t
i
y �
� }:
t S
} {
f t t
`,��y } �, '.�., ...,,,
✓ �
f..,.t
r�aou� p �� . . .
OutamalldraMage 1 CutomerProfile5eerchBaudonAuount A611kytoreuchonxedutilirystefftoseerchforcurtomersbasedan
Attn6utes VertevOne�iQiblB�u s <ficattnbutesrndtedtaClSorVerte�neDi' I. �"
3 A6ili[y tor au[horlxed W lily sbM to view a loy of mtomer profik
C�a[omerActNiNHirtory VertexOneDiQlhlBese a4ivRy�indudingde[ailssucheslPaddrea,attuuntnum6er,evenc, Va
date and Ume,etc
3 AbilRy(or eu[horixed W lity steff to manaya Wlky content�a.y.,
Coircent Management VertexOne UI{ttal Bau �y�mernre haM um6er,SMSveritiotion muv e,etc No
4 pbility for euthorixed W IRy rteff[o vlew curtomer profile IMormaHon
(us meil tddress,invelid IoQins,IaA updMad dete/tvne,
active/imRHe.eccount numbers,dehuk acmart,blll delivery optlon
CSRPrafikUpdates VertemneDigRelBese foreecheccouM,serviceeddressforeechaccount,etc.�andmake Yes
updatei to the profiN�e.y.,Updele Emeil Addrea,Rezet Pessword,
Rese[ImaliC Lo�ns,DaNta profik,etc.�.Tho ectiv'M is tncked end
b ed.
5 Abllily far euthorixed u[iliry ateff to vkw INe rtats for the porteL(e.Q.,
View live Website Stetr VeKetOne DigRel�Premlum registercd acmunh,dally lo�ns.mnnthty lapns,wmmwications Na
Int<lroHon Peckaye sen[,eic.
7 Integntion into CIS;
MiIM�r euthorixed utiltty staff to 1e0�to a curtomer's weh seM
CSRPraryLo�n VertexOneDigRalBase 5erviceportalprofilenMpetfortnaRionsonbehallofihenatomer. Requirecwebservlces Ves
ovNed CIS
9 A6iltty tor euchorixed u[ilily staff to create tnr5eted Noadost
messeges to be displayed on the portal after user lopn besed on
Cnate&aadcnrt MesseQes VerteKlne Diakal Bew rb user sttribu[es.The mesmyes can be displayed for ell end No
arspec'rfic end users that meet defined nkeria.Meua{es
displayed an be utepori�ed es urgent,Infarmatbnel,or impoRaM.
10 i Abllity for authorixed utilrty staff to crente nrge[ed promotbnal
i ' i� � pmpalpnsdnpWyedtatheanduzerontheporblafterlo@nThe
5 ' venexon�tqF,�l�S#$e ium qmpeynscanbedsplayedforallendusersorspecrficendusersMst
P N ICniC'pY�f. I t gntanP% meetdeflnedcrRene Gmpaipitypes ndudemadel hennerend Nn
��y paperlessConfigurablekaturcsolthecampa�lndudes[art/end
date,meximum numberof impressbns,rem nder nterval,do-noP
a.�ii�+.�„�'" d'sturb intarvel atc.
11 Ab11M for authorixed utilky s[eff to searcA ampel�s usingverious
� VartexOne Dlyrtel�},�$ vner a�e g user dates accourrt,amaA address,ategory,etc.)and
��'��'�'�nB Inte{atlan Pack�G � vlew/dawnload promatlonal ampalen sLts(e g.user Impreulons, �
sekctions lart Im re on dace etc.
Cwnmunlcatlon pdvarrcage 12 tusi6YfiC(5�Brch 6ased on Prc Oetined 4/' " AbdMfor eu[horlxd unlitY'rteffto send mmmun otron hesed on a
Att � { VertexOne Dlaltel�6�..�,S erch of custamersthat meet defined�ttrbuces. NO
13 Vd���',�„t??�r5prendshmt VerteroneDiQttelBese� Abilttyforauthor��edutllttystefttosendmmmunlation6audonan No
loedofcuctomers readsMet
14 � VertexOne D artel�Premlum Abilkyfor au[horixd utillty st�ff to send mmmunlatian besed on e
l
N C s��Li£��� Inte rztanPeckn lutafnon-cuctome No
75 R po dt �'i��'y�$e� M 5 geC t5.f,'�rt a9 eDlyke198a � Ahllkyfureutherlxdu[Ilityrtafftorcspondtocurtamermeese�s No
CommunlraHoiik,,,,,i,,,,,;; , ,,,,,,,,;,,i,», ,„, �s „x,.,,'. "p,he Secure Messe Center
i6 I�� In[eQrttlonlntoClS,
fa .�n o o�t�Nl�kri � ���if��nno�i:ed u�u�natree�,asia s��amer unta�
ListCroatbnvMGl55eaftlh.��,i,,, �'�'ItyHpP�"t�X�{F Inihl{h��.�WttdonatterthoftheClSettrhUCes, Requlroswehservices No
i.,,�k..,, ovlded CIS
17 �"" Ahlltyfa�q'(�{`+'y�'ssedutlikystefftodrswepolyginoveramapthat
ListCreationvbMapSearch V rte�S1�8#��"'Y9ase �yll �#,�`� merllAforcammwia[on. No
18
lis[CreetionviePortaiAttri6utez yi�}�}tC{yg�qleasa Ah�Mf �`f,�}X'�dutilitystafftocreat<enscomerl'nto�
munS'b,`f{�}'}}1�3 doneseerchofthaVertexOneDlgiGlattrlbutes. NO
19 A61ityYlX("y}�p�ixedutlikys[fft wellcurrcntendpendinQ
n
[ommuniwtion Quaue v f�5�f,17k�igkel8ese 1`,`� , No
„�...r,.,;,., w �.. .,..r,:iw..
m nt�t��q+, a�eiav 1��,+ n�omm�mmiro�:to�a
ViewAllEvternalCommunfcat'onMistory V rt aVsf�'k�IBase � �pmeroracro :�� "� Na
21 " �' ',t '��b��u[h id�Ry�� t$#�`���q�rylt plet<sthatwlll
CreateMUlbpleCommunicationTemplates V rt xOnaD7���k}} � l�defl dett butp3i$�},�S�IYf�I{`c8t���� �ti No
haudonCommuncatanMethod �nt<antbnPackege ,„,,,,v-� atl�p���$aupedmgithe7�t#'k{t�i1p II
w! tY4$�`
11 Vartea9naDiyhel�Premlum A61MfqM�N�'utllltystefftomanage<um t�y�MiVh tlon
ManageCommuNtationTempletes Inta 2tbnPacka e tem '_'�;`">�"� No
13 qt�lj�,�y�{�y��� Qy�ilrtystefftom�nayautllrt�n�Ye'ables
ManayeUtilRyContent VertexoneDigkalBau `��^'��. �� ou[cammuniceHons Na
24 View[ansol'detedlnhoxfor5ecufeMesmge �t'��j+'�btl�4ik�i aedutilkyrt fft I Ilms���y�`kt i d �..
VertexOne OlyRel B t No
CeMer rb'h�"'` rc Mesm Center ;t��,,.�. ;�1
15 �Ilkyt[��nxedutil@yst ff[ I y�y`��b�'��fYEBgesfram s No
ViewSentMesseQes}romConmlidatedlnhow VertevOneDiQitalBa �� �"��
...,�ifi..,,.�..'thro '..'� a Ce�rter . >,S.,r.r:.:d ,,,.�,.,.;
1::' "CS
-0,nr' t 4 t , )
£i,
_
i,' �
t J �
v
U'� , ni•nv.•,
j C q
t 4
I
IlreO�et Z6 qbiliryforauthori:eduHlRyrteffroreceiveenalenafeninmming
Pankipa2einLrveChat Chat/[hethotAdd-On Na
live chat requert end respond m s live chat repuest hom an end usar.
17
ChaiKnawledgebasa Chat/ChatbotAdd-0n �iIT'�rau[horizedu[ilRystafftorapantltaacustomermestaye No
by dickingan a nnned message in the cMt message reposrtory
ROAURAdvantage- 18
Requka dlmt spedflc �irte8�da���to CIS&
TheWlitywillbeabletodefinewhereMeaGlogofproducboffered ExternelVendor,Requres
disa�ms [edloQSource ProductAdwniageAdd-On w���y�rtored.(Verte.OnaUtilrtyp5,3rdvaM) weburvkesproviEedby NO
E2ernalVendor
Z9 AddAemoveProductsfromGtabg PraductAdv�nbgeAdd-On ��lity(orauthorixd�tilityrtefftoeddend/orremweproducts Na
offered ifMe cata is store in VerteMJne.
3o 0.6i1RyPorauthori:edutilityrtafrto Updateattri6u[esPorpraducts
Update Produc[s in Catalog Vroduc[Adventeee Add-On offered,itthe tnt loq Is store In VerterDne.(e¢,Prnduct Code, No
Produc[Type,Cost,ProtluttGraup,Businea 0.ules for Exceptians,
etc.
33 ManaBeOrders ProduRAdvantageAtld-On AhilRyfarau[hori?edutilitystnffmviewandmaneeeordenif No
Venevoneisthecateb sowceandfuHilimentvender.
33 AhIIRy fer authori:ed u[i1Ry steff to create offers of productz that the
CreateProductINt¢r ProductAdvantaBeAdd-On endusercanseeandpurchase.ThlsalmdMlnestheacrowHngbesed No
on products and ataiog items.VertexOne must 6e the catalogsaurce.
33 AhIIRy far authorixed u[i1Ry ataff to vkw all purchases made 6y end
VkwAllPwchases ProductAdwntayvAdd-On rz.Note:VerterOnemurt6oth@catabys0urceandfuHilim¢nt No
endor.
v
VertaaOne Docummt 3{
AdwnL6e AocowtSearch6yCusS Att,��. ,�CJ �'glhlBaze AhlrtyfarauthoruedutilttystnfltosearchfardocumanUthatuntr ��
oneied with Acmunts,Prcm se ar Unlque DocumaR 10.
35 t } Abil¢yforaulhonredu[i1M�tttoud�ddocummtthatmnbe
� ocieled wiN aaounts,P«mix or have e unlQue dxume�rt 10.
53 ;
� �.� � Documentrypessuppprtedi�lude:
CSRUpI d�1C�S�F�+�artx Vert¢xOneDigrtal� i.0ocumenttypesof.PDF,pO(/pOCX,%IS/Y,LSX,PPT/77f%,TXT, Yes
Y
etc.
't� t n.ImagetypesofPNG,JPG,GIF,TIFF,Kc.
3 ' ii V'deo rypes of MP4,MKV,AN,MOV,etc.
'�,� iv.Audio[ypu of MP3,WAV,AU,atc
36 � VertexOneDlgitBl��3�.i�tn Abilirytorauthon:MublRys[efftoviewdocumeiKSMetwere
Y v(�try7er Uplonded�ncvments Intc t en Parka c � uplaaded 6 end isersia revKw and A needed. Yes
process
37 ����� VertexOn¢Dyital V mium A6ilrtyforau[hon:eduGirtyscaffWmenegedocumentsanEadd
M d irt Attri6utes Inte t on Packa e notes,reass n u date attri6was. �`s
38 y y o
This rcqWrcS integfetlen
IMeg2t n�'`{,�Cqin 10 M A61ttyt uthorizedu[ilMnafftoviewAocumentsstorMinan �yKhutll IdedDMS
Menapemenryy+�}!1, � :�dd-On MPrw Na
� '#J�qRf IDMS vawabservKaspravided
i
.,>,,,.r,�,., .,,,. ,,,.:,..'��, ..., �................�,.,..,,r,�:,. bYtheDMS.
Prumntlonel[rnpalgn 39 n� �, .��V n O �1����rtn"'"`�� A$Y1i�j'�Yi��ry stnff to desi�ed ompalpns cen include imapes and
hNnagar /dvanxd5tyleCampa+ns � ���� I t tc=:P��� uki ��
�
� Vrt V�Premlum AhIMf4^tlq���dHt ethusrieurulmformmpslynstoensurc
Campel�BusinesRules �� perf 1� tia e ampai�s.IMlkynnakoadjustthe Yes
1 te�d��i4�{�icay< rrerlk�`�ndusersseetheram 1 .
dl ` pblMf �i�+ �RtadisplaybannersonseHttrntepagestnrgeted
BannarMessaBes V t.�,y��iCDiyksl9ese � ��� �urtomerarcountattrlbu[esmnfigured Ya
��ti
43 V Rb`{�i.,�,}�1Iy1[I�Premlum Ahll��'stnfftoaeater���}k6annvompalgnsthattan
ROLtin48enner Inte ��cke �Yorendiaervi ;��`.'"`cHiodlomtion. Y�
Reportlng/Analytlo d3 � ��'�{Ytltystafft �jyp!',¢���[pQ ptb mWtiple
ApgreptedCansumptionDashhoards8 � 1 Y�� II t�'$q�i��K�j(Nf�„�jp�{ddib Iteble
VX�martAd��i l �Hrts. Yes
ReParts
,>��w,�wi� t� �
�,s,t r��.,,q4. AvellebllwkhVi(smart
d< AhIM�'�('*�,rMi�t lewedash6oerdend (q�l eports
otl ���}��4t sstheu[IRy6ase, s,'
LeekDeteRionDashhoards&Reports VXsmertAdd-On / Yes
�
/ �`� '� AvailablewRhVl(fmart
45 ]� {�{{�'ystnfft ew dah6o d d '��'i3portstht 1
{
�t"�t+�N��.+#n p� a a�aaye sssqt�l�Vt��eaet �ea
TierConsumptionDashboards&Reports VXsmartAdd-On ({9Ys ves
,y„ ,1--.%'}�� } .�alla6lewith�Msmart
d6 Ahlikyfor uc�Y+��� ��p���4'ihbo d that 6 �
9udpetDashbosrd&Neports VXsmertAddOn ' downtheuclry ws#i1TyYq�1)}g�ijiiYonbudyetktrstl ,� Yes
;�`f Avel1a61ew2hVXsmart
47 A6i1¢yPorutlitvstafftav�ewdashboardsand parc th t�8, ��
OrouehtRestrictions0ashboards&Reports VksmartAdd�On downtheiaageandwnsump[bnnarmsthat det R'IfF1yt}�'Ci�.�e . ��,,,
in dr0uyht restr ctions. F
``i .�,»"�:r.>,„„
..:v`�<?r Av I..°p#V1S.
de Abiliry for ut lity staff to vww and breakdown d cuSY(1� �
t
enpQement throu�the portal and eRarnal wmq��.�jU,4�.�
Cia[omerEnpgementDash6oards&Reports VXsmertAdd-on rcportsanddashEoards. Yu
5.„„ 5,ra,r ���A�allabl<with�V7(�mart
l9 A6JityforutlNrofft��(�e�^a�3qtttMy�'y,�aN(tY�iwtSxtieMicnnt
iceloat 6a �d##1SA�����A���°o�ephk
CuYomerEfficienq0ashb�nrds&Reports V%smartAdd-On reponsorbu I gr'�i�:, Vas
�,�,�
Awilehle wi[h Vi(smaK
50 A6iIM1y tor u[ility shlf to 6uild reports hesed on a lirt af curtomer
Neports based on Custome�Attnhutn V%smert Add-On �-'�ingspeciFicattri6utes. ��
Avaikhle wkh VXsmart
51 VertexOneDigttel�Premiiun �'��Mforutilirynaffiecrntereperta6asedonfieldsspecificta
Reports 6ased on CIS FieWs Inhgntion PackaQe ���M C15. Yes
51 A6iIM�r uciliry stnff co upload e zpreadsheet of nammer end
generate a report besed on the cutomers included in tha
Reportsbasedon5preadsheMU0load Vi(smartAdtl-On sprtadsheet. Yn
Aveilable wkh V1CtmaR
53 A6ilayfor utiliry atnff eo dnw e poly9on over a mep afd yenerote a
report 6ased on customers and zervice bcetions whhin the�ekcted
Raports based on Map OnwingOverlay Vl(smart Add�On a. Yes
Avellable wdh VXzmart
A�� � 51 MyProfile5etting VertoAneDipdalBau Abilityforau[horixedutildystaNioupdafetheirspecHicuserprofile Y�
settin
55 ModifyUxrPrafile VartaxOneDiyrtalBau �ilkyfareuthoNxEutilkystaMtomanageauthorluCutllMrtaff �«
rofilesend ermlalans
56 A�UserProfile VeRexOneOigknl-Premium Ahlllryforauchorizeduellrystnfftoaddpr�lesforneweidho(¢ed Y�
Inte ntion Gdtke iaeri
57 ManageGroups VertexOneOigit�I�Premium A6ilttyforau[horixdWlRyrtefftomanaye�'oupsthatheVeipecrfic Yes
Inre rntionPacka e onthemena emeni rtel
58 AddGrou Vertemne�igdel-Premlum Ahllydyfor'auchorizedu[ilkystaMtocrcatenewaroupsthatheve Yes
P Inte 2tion Packa e s c�c user iszions.
Ouh@e Mapping 59
A6ility for u[ility steff to manully dnw an UW ge Ma0�Ing a
poHea�o�squarc tor display to end users wkhln the customer selt
Ou[ayeMaOP��q-Manu�IMepCreatbn(Add- rviceporte.A6ili[yforthesystemtoutili�ethemaptopullalistof
on) Add-�� cuswmerstromtheClS,andprovidraproactrvenotiflotbnm N0
cuztnmere.End users will he able ta see the outage mop within Ihe
portel anC sign-uv for addhional akrts ar report additionel outages.
60 1'rtegration intn GIS
Ou[eyeMaPW�i-A�omatedMapCreation AbildyforthesytemtoacaptaGlSfilemntaininylirtafservitx Outa&��agement
Add-On bcetionsimpaRMbyanoubQeforproaGNecommunlotiontoMe �endor;Pepuirpwe6 No
�Add-0n) ��pmers,besed on customer ttlected prefarences ces provided 6y
ExternelVendor
Dynam�cFwms 67 AbilkyforeuchoruedutilRyztsffrocreatefarmsthetcenbemede
UtilitvContigungeForms Add-On awilabktoendusersinthettlfserviceportalforverlous Y�
transactions.These forms can be used for 5erv ce PeQuests,colkc[
informatlan tor a husinezs Orocea,ronduR a cutomer survey,etc.
Y
y l
/ } 1
i i S
t
t {
t ;
i
} 41
o-;
F �
t } t
1 t
i:;..jay��'� }�
F"
��„�� (i��i
i
S
} Y
3 `
t
t 4: ! :l 1 1
''S llJ" �} t .
,>..i / tiq. S
t
� S F
� 5
1 �
� ti.i y 3
i 3 t � �
. �f 1
1` t
Syr.
}
y }
t � :y
t 1 �
ti s y
i �' i��,'
"� P� II(�'�!
I
e °"; �1`C"Y GS� ����16 C�I�
,w� •+� �
"7?'7 �l°W'ftE�� AV�NCJE, �2EG)P3tEVG, CA �EC}(2i
l
� ,�l� P.CI. �t�X 4�D�it7?1. F�EC3C�t�1�, C:A �3�`iC��S9-�C�R#
��FI��t��"i"H��1 �L,��tC
Pk�ri�l_A MIZE;C#TY CL�F�K
�A,i�A3-I�H��Te.,A��"aE�Td+,€;IT CITY CL�F"a}C
�3(7.'�?_.-""`�,.��4 7
53C3.��5.4�ti�i3 t=AX
t
� t
'
� , �� �1, �t}1�
� s f,
, �
,
,
4 tl S,Y
C}rtw�} �(a(�.ttl� I.,�,(�
��� Pr����e�� c�r�� �u�h�wy, �uzt� 3�C�
,.hy
�i���rdsear�, 'T:�"�� , , }
t 5 � / Fy
t '
�I��J�.�T: �ir�t �r�dm�nt�� �i�t�r��r�i �' ���r�� ��t, �-5�f��
;, }.
U�ax Ladi�s �'n� C��ntl�axz��a: } ' ,
s
�z��ic�s�d �r� � �u��y �xe�ut�d c�z� 'Y� t �;� �, �bc��� �������,���e�za�ent E��t ��n t�ae C�ty c�f
�2�d�ti��a�c� C)r��z� ��l�tic�r�� �L,t����'�`���`��c ���� �� �� � ' ��c� �'��a�:�uil, I��.
t
Th� ��r��rs�e�t ��� ��a�r�v�� Ea� t�� �edd�� ���y twc��r�ei� a�,�� �����r m�eti�g ca� ay l�,
,�
�C1�.�, l s } t '
���� �
' 1 t � ''",
�f �ca� h�v� a�z� c���st�c���s re�ardin� t�a�s".��t��r, �r �����_��� b� c��������z��� �51���� �c�r�t�ct t1a�
C��'fic� af�h� �it� �l�rk at (S3C}�2�;�-�4��, ,'
}
�
}
> �
�
� F
,
����������,
�� . y�' rv. �
w,�
.����Ca���
E���utiv��ssi�t��t
�aa�lc�s���
�: Vi��c;e �arlscaza0 ���.T
�i�a�c;�
, �T � R1�1 i�.�N'T'T 'I r��`�� S �I+C'� �.C� �: � Pi', C;_� C
"�`lris First A.��end���etat tc�tl�� I�E�st��•i�a�u�c��s��x��c�x���tt,�.:-5�(i(J(t�is �`�r�t�r�ctrrzer�t"}is
ef���ti�����c��l�t�y ��,?018, k����d b�tw�����rc��t� �<sl�ttic�ras [W�C"�/bl� ���t�� L�u�i���s
S�r�ic;es("Y�r�ex"'�, ���ci thc� C:ity c�f EZ�rlc�i���("("tr'er:t�'). C`a��ait�li:�ec�ter��a�ca��� �ut nc�t cat��rwis�c�efrt��.c�
���r�ir�����1 h�r��th���c�ar�i���as���ila�d tc�th�rn i��tt�� ���-��me����a�c��fi���ci�i���r��,
E ��1,�,�/ect������1�'li�nt�r��art���tc���� I1���t�r�����ri��s �:�r��rn�nt clat�� �s c�f`1��c�rs�b�r 4,
��l�, as�n�c���c1(th� `"�t�re�t�tc.�r�t"),
E ���V�r���,���c� F������il, ����. ("�'rxrte�c�l"')���t�r�ct isttc��� �s�i��rr���tat�nci�;sstp��►�tic�rz
A��t>err��r�t�i�t�ci��caf'F"� �,���fD l�(th� "�ssi�rr �r��,4�r•�� ��tt"����r�:it� ��r��� irr��c���E�I�
so1<1���si���ed, ��`�r�t��� k '� t' ����� �sf`��r�ct tc�F'�����ril al1 c��`�'��t���s ri�h�s,tiile�r�c� i��t�r�st i�a
�r�d t�a tttat�Sc�rt��n��` ��;r�;�c���rtt r��� tc�th��"�[1 C��t�r���-vi�es�zr�d�r t��e A�������t�n�
,.
c������tecl�IE dc�t��� c�c�bti��ti�r���-�1�����th� ��[�C��t�r��rvi�.���r�d��•������r��;����t. �a��e��il
ac�:�ptec����ch�, ` � "" a�ent���c� ass�tn��cl a�����`�z�t�.�'�duti�s� E��ksiCiti�s�a�d e�l��i��tic��as���lai�d tc�tl��
C;�[[C�e��t�r�� ��c��c��r t���,�;r��sr������d�a�r�c�ta p�y„p�r�"s�rl�a�r�c�c�s�c:ha����, as��r�c� v�h���
ctu�, al[ c�f"th��`�Y��C�r�ter��x�vic��s ca�l���'���t�s�►nci�r the���mee���rat a�;c��°��in�can���d�ft��-]�a�2"7,
2(�1�. }
�;�
Tr.:
t}
� 'A�, V�rt�� ���� ��ve��r�, �� ���c�anc4�rtc�c�ifg�c:es��ia�t�r�n����c��car��itic�r��ca�`il��
,
I�����en��r�t rel�t�c�tcs r.. 'w�����`��a���� ��"�`e �
, t����`�
�C�'V�',°�T��.�1�;;�(��t�, i��c:c��asid���a� u�tl�e��cn����,��d c�t�►er�;c�c�t��v��c���+Ie���c� b'rr�ctiza�
�c�n�ic����tic����t���r�c:ci��t a�d �u��������yt c��"��1���.�� ��r�by ac:���aawC�cl�;��>tl�����°ti�s, ���t�nr��n��c��r�
����I1}F bcaur�d,�,��e���f��1�4��: � 4'' ,
r , � ��
1. �, r�erra���'�'�r�r�a, 1�s it r�����'���������r� t���, ������°����' �raec� E��y�����tc� �����,ui� ir�th�
� � � ���� � . w
Assi�n�r�e��t��pw�e����nt, S��tit�r� " e�f th� A��°�e�������� U��'6�d��et�t�� �t���tiret��r�ci r��alacc�d wrth
t�� ����ca�%�i��: ,�
��� 1 '�
���. C,-C?�T��C"'�"TF��I�t /� i� s
/ ��� 3 , t
5 i
u
"C`�is A�r�e�a��t�t�s� �ryet��e���( caf`���:�ri�,����1 s�.�vel��"������° ��r��������c1���c� ���c;�a��b�a�4, ?f}1�,
{t��'�Ir�i�ial"��r��'�). ��[�� R.e�x�w�l T�:rn�t s1�a11 l��e�`�"�c;��v�as cst����tf�c�t�v�. �����7ci �t��[I
������r�n�w�l at t���c����i���l �.�r��nz�r�t f�r���ric�c�t�r���1� Tl �l��� �,��������;���il��s
��r��in�t��1 e���i�r�i� �ccc�������ce�►th tl�i� ���r��rt��n���r c�t�������� �._ ��`'�y�a�r��rr►�r1t c�f�acstl�
P���ti�:.s, �Z�rt��w•�E�'�rn�a��l�es�ta�c�l}�tc�tl��:l�c�st�c����1����s��������ec'� ��rv��;�;s����t���i�.;���kay,
�/��t��ta Fan�uil ia�tl���4��i�tzr�����t t��ree�a�����,���;�`� � , �rca��sibs�ity fc��x th�asc s��vic�����
��si�n�d ic�tC��;�s:�i�r�r���rat t��r����xe��t t�rs�aia��ti��;„;��s t���"�`in�llv�et�`c�rtE� ix� �1�;r��r���r�t ca��
���em�i��•�,�C?C�, �"l�is���•e�rr����t ta���� i��iti��l�y�•�rt�v�f f��°thr��{3}������•s,�nd tla�re�fter m�� C��
�°�r��w�c� Cc�r�c����s�iv�;;����{1)�e�r rc:r�e�v�l t�*��ms(���It, a " �*r���v�t�"�r°ra�'*�lay ����it�a��
a�r��rrz��tt c��'filt�P��°t��� dra �r�tir��;�t 1����a��E�c�nci��d ar►d tw�r�t��(1`�C)�c�r��rs�ri�r to ih�
���ir�atica�� �f t���Ir�iti�[T�rn� csr an}� Ft�t��wwal T�rrri,�s��aplic�b[�. V�t�t�x��zd C,�r�nt sh�ll
r��t�ally<�����t:c����y��3c�ikictt7al t�rrz�s���d cr��c�iticar�s�r�'���h���e����pCic��t�i�t��ac°�� ��t�h
Ft�n�vv��"�"�r���.''
�'`',
#
�.��
��
�
l
��m..
� ��
:_.� ,, C`",�,.«`> € �w.�", v."µ�,s.
, �,,��,.��r"�`�,��'_�,.�.
"�. �ti�i�:�t�c�r��� �c��f�r� � �a . L��c.��t a,ss��}�r���ly s�t �c��th in t}�i�.� �nd ��tq t�s�t� �,
pr�avisi����� c� �c�t�d�tica rat th� A,�r��. ��t�u��reby r�tiii�� d�:�r�fi��ned��ac����II r�nnaz�
���h ��d t3 i�f���� fs�r��, ��[f���v�ithc�tz� int�, pli��n c�r�r��a�� ��l�af y�ind,
3a �,�ut ��°i . ���h P�.r�y repr����ts t��t it h��f��tl�c��cr c��uthe�r�ty t�c.���.r intrs t���
Arr��r�d �nt a�sci that this �rxdr���t�c���tit�t�s�����.�,��1a�,an��i�dirt�c�b��€��ti�s��f��ch P�rtya
�� �a�� t���t�c° .�'h�s Am��adr�s��t y��c����t�� i� ��gr�a���a�s�r e��`��a�n�e���r��,�►�������f
�����ca���si�r�a��ts���li�car�1] p ���:��S����a�ae�l�n csri�ir��l,�aa��dI��ae�ec�tant�r��rts�ha�l t���.th��
c�nst.��u��l�cz�c��� d th�� �ins� rn�rsi.� si�n�:d��py r��t�1s�rr►�r�drr���at.��]iv�r�d by fa;csirni��„��
�a��l,ar c��h�r rr�� ��af ele�tr�n�c tr�r���►is�ic��s s1��81 trc deerr��d t€a h��°��h���rr�����al�f"f��t��a��liu�ery
c�f an cari�i�ral s��ed ccs����'�;�;�,����idrr��;r�t.
,
J J F
� � `t �e��i�v����caat�d t�is�rrae�dr��r�t,c�r���►��d��ais
��� � � ,"� ��A-#��
�m�n�rr�cn��a�t�� ���t��by a��ir�������c�repr�s�ratat�v�s,;�s�,�"�ka���t��t�t�,�cl i�t&��
ira�°c�dc►c:4:c�ry�a ' ��ah c�t��s�Ara����zzrtt���;
} ,«
' i' �" T'� �' � ��
�
�} gg �Wp > .
, �
yy �
...� ii�b ..w � ° f� . � � . .. � . ... .. � .. . .. .
' ' } y 3 � ���E' � Ck.' G'C
�, t: ��� ����
}
,
f
�-y �j' � y}-jy
... � 6J�y � � � } S �. `�' � A' . a
w
� ,,,�, y,,. �. �k �� ;; �
�l }�`�C�l" 4� �
�
� {'. �, � ' „ �"��
, �
�
w
- � �
�� _ � /
� r < � �. , � .,;
?�, �,,� � .�
� , � � ��t , �
Y.,.,,
�'����.,:E�! ����,�1� �.'����'� � t �, ��.�;s t, ,.., ,
,i ,
>
�
� � � �� t
, �
r �
,
�"
� ,
,' v ,
�t� &� �� 1 "
�y:
2
�oF R�`oo �, � �`� � � � � � � � � �,
� Z
� � OFFICE OF THE Cli'Y CLERK
• �`r" j `f� 777 Cypress Avenue,Redding,CA 96001
�� N '� �------� P.O.Box 496071,Redding,CA 96049-6071
�� 530.225.4055 FAX 530.225.4463
���5 � December 6, 2012
Pamela Mize
City Clerk
Orcom Solutions�����'�'�����usiness Services
Attn: Doug A�;���
1806 N 200�� ,
Logan, UT��41
}
� ,
SUBJEC'�� Master Services A��ement, C-5860
�
Dear Mr At�����
`� �s. � , t s , ,
Enclosed is a fully executed o����of the a����subject Agreement by and btween the City
of Redding and Orcom Solu���is LLC d/b/a/"��rtex Business Services regarding a Master
Services Agreement for R��ing Electnc ��i�ity call center front office services and
implementation and ongoin����ting of t1;����5+�Z�����m.
� � ,,r
,
� ,` i�� �., ��
The agreement was approved by�"t�i��'��eddi��,�7ty Cout�� at its regular meeting of
December 4,2012 by Resolution No. 201�-���'�iid Resolutio��10. 2012-96.
�
>
If you have any questions regarding t����tt��or if we c����of a���.nce,please contact
the Office of the Ci Clerk at 530 ���-443� � �;, � ' ,,. , .
� � � � z , ,�
,>
Sincerely, '
� _�
,
�
,.
Pamel�Mize } � r=r�
>
� � City G��� ,.,.�. �
. By:� �`�
Marge c ell
Execu Assistant I
Enclosure
original also to: Orcom Solutions LLC, Chief Finance Officer, Richardson, Texas
c: Barry Tippin, Redding Electric Utility Director
r.-.,K,._
,-� �-'�;
�� t9
=�<u
Master Services Agreement
between
Orcom ���������� LLC d/bla Vertex Business Services
� rs ,
���
}
� s�
�
, r �ity of Redding
,
� , ,
�y � � ,t �
s %�,
�
'? 3 �� �
}
��.
f r
� t r W
ir; ' t,,. +�
� � t
,
�w �� s
/"
},,.
t,
t
�;�t� �� s
' s° ��
��� �
=r
� i �,.'
. }�, � ,,.:�
t �
. i 4:
y
1 a3..
} u
` O�
I
� / � � /� �
�sn.. �� - zoi2-- 95 �
�,:.e �30 , itl9. Z��Z - 9� o
Table of Contents
" 7. SERVICES.............................................................................................................................................................................................................3
2. CONTRAC7 TERM...........................................................................................................................................................................................•••..3
3. CHANGE CONTROL PROCEDURES................................................................................................................................................:..................3
4. SERVICE PERFORMANCE...................................................................................................................................................................................3
4.1 Implementation of Hosted Solution.........................................................................................................................................................................3
4.2 Section Intentionally Blank......................................................................................................................................................................................3
4.3 Service Limitations..................................................................................................................................................................................................3
4.4 Limitation of Liability...............................................................................................................................................................................................4
5. DUE DILIGENCE....................................................................................................................................................................................................4
6. FEES,INVOICING 8 TERMS OF PAYMENT........................................................................................................................................................5
6.1 Fees....................................................................................................................................................................................................:...................5
6.2 I nvoices...................................................................................................................................................................................................................5
6.3 AdditionalCharges.........................................................:.......................................................................................................................................5
7. PROPRIETARY RIGH7S&C��f��lAL INFORMATION.............................................................................................................................5
` �� �f
7.1 Vendor Intellectual Pra��j xr.�� '.: , � ; .....................................................................................................................................5
7.2 Client Intellectual Pr�� : .: �;����. ....................................................................................................................................6
.............
7.3 Ownership of Clie���I ................ ...���� �� ...................................................................................................................................6
7.4 Privacy and Sec���� .................... ..... +` ...................................................................................................................................6
�
7.5 Access to Prod�E��t�tl Passwords...................... 6
,�+ � ...................................................................................................................................
7.6 Definition of(;�j(#�ntial Information................... � ,��.......................................................................................................................................6
7.7 Confidentiali � '
.............................................. � �a.. ...................................................................................................................................6
7.8 SSAE 16 Re�t� ....................................... .�urF r ..........................................................................:....................................7
7.9 Intellectual�it��#ty Indemniry........................... :...:.................................,..,................................................................................................7
�
8. TERMINATIOi�t..,��.. .........................................................................................................................................................................................8
�
8.1 7ermination for��i� ....................................................................................................8
8.2 Termination for Ban�t��� ��i��� t�t �� k , � � 8
8.3 Termination for Failur�#� �G����� ��� �t � �w���� , ........................................................................................................8
� w
8.4 Client Termination for Conv�hi�ri�.... ,k � .... �,;h ........................................................................................................8
8.5 Client Termination Assistance............. � ........ �u..���� ............................................................................................,..........8
8.6 Payment upon Termination.................. , ................ .....r��Ka ......................................................................................................8
8.7 Return of Confidential Information....... s� '„' ,'
................ � t ......:.................................................................................................8
9. CONTRACT 8�RELATIONSHIP MANAG`���NT.............. yy3.�,�.% ..... i, ...........................................................................:.............8
t '
9.1 Relationship Management................... � �, }�,� 8
�+it ....................................................................
9.2 Dispute Resolution............................... ��3 k �� ����;f �t�n ��4. � ...............................................:....................8
9.3 Arbitration ............................... ........: ;�zy i�z ..... �, � a�a��.... ...ti , . 9
....................................................................
,�;..,.s. � � 1
10. GENERAL PROVISIONS.................................... .... ��.�+��,.,+ ................. xr��r� .....................................................................9
, t
10.1 Assignment ............................................................... � ,�u s ...................... x�......................................................................9
10.2 Severabilib �3 � z �,� ........................................................9
............................................... . � . t r
10.3 Indemniry ............................................... ��,��� �xa' �� w�' ..................................................9
10.4 Force Majeure ............................................... #��s �� y�3 �f ���� , �� ................................,...................9
10.5 Actions of Other Parties....................................... � � .,' ......,a� +� � i�i' ...... � r ..................................................10
�0.6 Waiver ............................................... � ��"�"...............�. �a$k�+�e ht u .. .. �r,�� �� ..................................................10
10.7 Mutual Representations....................................... ......................... ....�,z.y��}......... .��_ ..� ......................................................10
10.8 Warranry .............................................................................................................. j� �� 10
t ..................
10.9 Notices .............................................................::...:........................................... � „�� ...................10
10.10 Governing Law&Jurisdiction............................................................................................. �� w , ��K �' �� .........................11
a
10.11 Personnel and Subcontractors........................................................................................... w f s �fi ,�' ...................................11
10.12 Independent Contractor...................................................................................................... ,,� ,},: ,att �st ...........................................11
10.13 ACcess ............................................................................... �� �,� �� 3 .......:::........................................11
10.14 Restriction on Solicitation.................................................................... ,x,� �,r 3 ti �k �� 3 ...........................................................11
10.15 Publicity and Promotion....................................................................... .....�rs� w � ,.��.v ..,......................................................................11
, :,.
10.16 Insurance ..............................................................................................:.....�....::::...................................................................................11
10.17 Remedies Cumulative..............................................................................................................................................................:............................12
10.18 ContractAmendments..........................................................................................................................................................................................t2
CONTRACTACCEPTANCE.............................................................................................................................................................................................13
Schedule A Implementation,Hosting�Services,Service Levels&Pricing
A-1 Call Center Statement of Work
A-2 eCIS+Hosting Statement of Work
A-3 Service Level Matrix
A-4 Pricing
A-5 Hours of Operation
Schedule B Governance Schedule
Schedule C Insurance Requirements
01 Redding Vertex MSA Final � Page 2 of 13
Master Services Agreement
This Master Services Agreement(this"AgreemenY')dated as of December 4,2012(the"Effective Date")is entered into by
City of Redding,t"Client")and Orcom Solutions LLC dlb/a Vertex Business Services,("Vendor"or"Vertex"). Vendor and
Client are hereinafter referred to individually as a"Parly"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 specially trained, experienced and
competent to perform the special services required.
WHEREAS,Vendor is a subsidiary of a multi-national 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 City�fi����1�� ����dor covenant and agree,for good consideration hereby acknowledged as follows:
�3 � � ,
, �'
1. SERVICE� '
� �,
Vendor sh���['<svide the services descn����a this Agreement and Schedule A-1 and A-2(the"Services")in accordance
with the a����levels set forth in Schedu��,�-�(Schedules A-1,A-2 and A-3 are attached and incorporated herein).
, -
}
2. CONT�;��T TERM �'"`
This Agre�3��t.shall be effective as of the Effective Date and shall continue for a period of seven(7)year(s),(the"Initial
Term) unl��3�ir�iinated ear��er in accordanc�with this Agreement or otherwise amended by agreement of both Parties.
This AgreemeTi��������l��ew for ����,���s, and thereafter may be renewed for successive one (1) year
renewal terms (e�r+����'��'���+ii�l Terrr�i'���"�1"t'�U�1��ment of the Parties in writing at�least one hundred and twenty
. (120)days prior to the expiration of���,;�r��ial Term or��#��tenewal Term,as applicable.Vendor and Client shall mutually
agree to any additional terms and�t�i��ons or fee char���pplicable to each such Renewal Term.
3. CHANGE CONTROL P��EDURES `; `{ �
Either Party may,by a proposed w^��t,Change F��s��� reque���t��ges to the quantity and/or the specifications of the
Services or request new services ari����k?��ttQ����ithderta��'���f��3��,�n appropriate adjustment in price and terms
in relation to such proposed changes:"��+�������f9��nge tha�,}�`��f�or cai���rm on a commercially reasonable basis,
within ten (10) business days of receiving notifcation of�,�proposed ch���, Vendor shall submit to Client a written
proposal for accomplishing the changes requested(the"���iige ProposaP')a�#t��etting forth any proposed adjustments to
the purchase price or other terms. Such Chang� ���Y�sal shall be vaU� �r thirty (30) days. If the Parties reach
agreement as to the appropriate adjustments ����� and Cl�ent shal�����ute a rnutually agreed Change Order
amending the Agreement accordingly. No ch�t�t���f����ibe bindmg upc����t�ter Par���til a written Change Order is
executed by authorized representatives of�t���'artie�„�pon exec������'8 Chang��5rder, all services authorized by
such Change Order shall become Services��t�t�r this Ag��:����5�; � �` ��
l
4. SERVICE PERFORMANCE ` � ��
r
, ,, z
4.1 Implementation of Hosted Solution 4}' �� '
Vendor shall provide to Client the implementation services described in, and�������5�virith the implementation plan
set forth in Schedule A-1 and Schedule A-2("Implementation Pl�i�,}.Vend4�`�����+�'�ommercially reasonable efforts to
provide the transition-in services without (i) disrupting or adv���i�tr�����g#�ie business or operations of Client, (ii)
degrading the Services being provided, or(iii)�interfering with the������="��7ient 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 ClienYs business, including without limitation, those policies and procedures necessary to comply with the legal
and regulatory obligations applicable to ClienYs business.Such obligations 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 debit associations and networks such as VISA, MasterCard, Discover)laws, rules and
regulations(collectively, "Client Regulatory Requirements'�.Vendor shall bear no responsibility for reviewing the
legality of such policies, procedures, business rules or other processes and has no responsibility to monitor or
interpret any applicable laws related•thereto. Client acknowledges and agrees that Vendor shall be entitled to rely
upon,without verification,any and all information, processes, procedures,guidelines, policies and other instrucfions
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 Services or to meet applicable service levels to the extent
caused by:(i)components for which Client is responsible;(ii)the action or inaction of ClienYs personnel;(iii)changes
made to the environment or ClienYs sites which are not made in accordance with fhe change control procedures set
� forth herein; (iv) ClienYs failure to perform it obligations under this Agreement to the extent such failure affects
Vendor's ability to meet the applicable Service requirements; (v)ClienYs failure to comply with the Client Regulatory
Requirements as set forth above, to the e�ent such failure affects VendoPs 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 with all applicable Federal and State
laws and the Payment Card Industry Data Security Standards. If there are any changes in such laws and standards
following the Effective Date that: (i) require modifications to be made to the Services; (ii)require modifications to be
made to the manner in which the Services are provided; (iii) require modifications to be made to the terms of this
Agreement; (iv) impact on the costs to Vendor or Client in providing or receiving the Services; and/or(v) affect a
party's ability to cart��!#��t#��ts obligations under this Agreement;such matters shall be dealt with upon request from
either party thr�?���"f����� �ntrol procedure set forth in Section 3.
�, �
4.4 Limitation,����bility '
a) NO'T'V1�!'����NDING ANYTHINGs�� THE CONTRARY CONTAINED IN THE AGREEMENT, VENDOR SHALL �
NOT���,.�ABLE FOR ANY SPECIA�����IDIRECT, INCIDENTAL, CONSEQUENTIAL, PUNITIVE OR EXEMPLARY
DAM���SS (INCLUDING LOST PR�,?�`��S LOSS OF DATA OR BUSINESS INTERRUPTION) ARISING OUT OF
OR}���ATED TO THIS AGREEM�'�`�`REGARDLESS OF THE FORM OF THE ACTION OR THE THEORY OF
RE��RY AND EVEN IF VEf��� HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
NO'���HSTANDING ANYTHING TO'THE CONTRARY CONTAINED IN THE AGREEMENT, VENDOR'S TOTAL
AG����ATE LIABILITY HEREUNDER, WHETHER IN CONTRACT OR IN TORT (INCLUDING BREACH OF
WARI���1',NEGLIGENCE AND STRICT LIABILITY IN TORT)WILL BE LIMITED TO THE TOTAL FEES PAID OR
PAYA�L�'�"�YENDC�}��CY CLIENT�L#���1�NT TO THIS AGREEMENT OVER THE SIX(6)MONTHS PRIOR TO
THE MOw"�'� ���'����,"�NE E��"�;`���}�� RISE TO THE LIABILITY OCCURRED, NOT INCLUDING ANY
IMPLEMENTI��"��i����'`� OR ��"���t''�VOf����,�RRING AMOUNTS OR ANY AMOUNTS PAID ON A PASS-
THROUGH BASIS. IF THIS A�`�,���MENT HAS���' BEEN IN EFFECT FOR SIX MONTHS AT THE TIME THE
EVENT GIVING RISE TO T��„�.1ABILITY OCCUF���'THE PARTIES SHALL CALCULATE USING THE AVERAGE
� MONTHLY FEE IN EFFEC�`�R THE PERIOD �7�VEEN THE EFFECTIVE DATE AND THE MONTH DURING
WHICH THE EVENT T�"�' GAVE RISE �"� THE LIABILITY OCCURRED, NOT INCLUDING ANY
IMPLEMENTATION FEES C.� OTHER NON �����tRING�4�IQUNTS OR ANY AMOUNTS PAID ON A PASS-
THROUGH BASIS,MULTIPL��t}#�Y SIX(6� t
b) THE LIMITATIONS SET FORTH k���������ON 4��������������ENDENT OF,SEVERABLE FROM,AND
. ENFORCED INDEPENDENTLY OF�1��'l'�THER E����EABLE O���IENFORCEABLE PROVISION OF THIS
AGREEMENT, AND SHALL SURVIVE AND Af��'�.�" 'EVEN IF ANI� i.��IIITED REMEDY SPECIFIED IN THIS
AGREEMENT IS FOUND TO HAVE FAILED lt�„���ENTIAL PURP��„'EACH PARTY ACKNOWLEDGES AND
AGREES THAT IT HAS A DUTY TOr��'��fE DAMAGES ��� COV�NANTS THAT IT WILL USE
COMMERCIALLY REASONABLE EFFOE�'f�'���i�11MIZE ANY C����ES F���VFiICH THE OTHER MAY BE
RESPONSIBLE HEREUNDER. ���� ��, s'�
c) A PARTY IS NEVER LIABLE TO '��E OTHE�F� ���� ��� ANY D���i`�ES RESULTING FROM THE
NEGUGENCE OR WILLFUL MISCONDUCT OF THE O"i'�i��"�ARTY VENt���IS NOT RESPONSIBLE FOR ITS
OBLIGATIONS TO TME EXTENT CLIENT OR OTHER SERVICE PROVID���°OF CLIENTCL,��1T HAVE FAILED
TO CARRY OUT THEIR RESPECTIVE OBLIGATIONS, OR TO THE E�`��T THAT fi�������� ERRORS, OR
OTHER SERVICE FAILURES CAUSED BY CLIENT OR OTHER CON�"�CTOR�,G��`����NT CAUSE DELAY,
ERROR OR OTHER FAILURES IN THE SERVICES. ', , � :>'"
d) CLIENT MUST FILE ANY CLAIM OR CAUSE OF ACTION�,�tdSINC��'����'�"�iIS�AGREEMENT WITHIN TWO(2)
YEAR AFTER THE CLAIM OR CAUSE OF ACTION AROS,��������VER BARRED.
� �...
e) The limitations set forth in Section 4.4(a)shall not apply to a breach by either Party of its non-disclosure obligations
set forth in Section 7 in respect of Confidential Information.
5. DUE DILIGENCE
a) Client acknowledges that Vertex, utilizing 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 Services has been disclosed to Vendor to allow
� Vendor to take account of the information in its solution and Charges. Client further warrants 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 Effective Date)of: (i)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 perform the Services or meet any Service Levels, or that has the potential to
increase the costs which Vendor incurs in delivering the Services.
Should any matters or inaccuracies 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 AgreemeMto the extent such failure is caused by Vendor having been
provided with inaccurate,misleading or incomplete information by or on behalf of Client.
6. FEES, INVOICING 8�TERMS OF PAYMENT
6.1 Fees
Client shall pajr 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 Services 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,,d�k��#�1'�� �ccurately their respective tax liabilities and to reduce such liabilities to the e�ent
permitted by law Y�t��'����������nt shall separately state the amount of any Taxes Vendor is collecting from Client
as apphcable. �����y shall prd����a;��the other any resale certificates, exemption certificates, information regarding .
out-of state at��k����`country sales or°��of equipment and services, and such other similar information as the other
Party may r��,��'bly request , � �
If any tax���s`�tisdiction imposes after the���tive Date a new sales,use,excise,value-added,services,consumption,or
other Ta���;the provision of the servic��^any component thereof, Client shall be liable for any such new Tax that is
imposed���e charges for the provisior�����e Services. �.
Charges ����ding any required taxes to be paid by Client, related to procurement of products will be billed at time of
order All t��ul�`��shall be in US dollars unless otherwise specified. �
f-
6.2 Invoices ��� � t �f � �,� ,
Client agrees to �Ft,v�����roice�;���t���i����;days of receipt of a complete and correctly billed invoice. All
overdue Vendor mvoices s�all bear��M���''at the rate t�����e lesser of 1.5%permonth or the maximum amount permitted
by law.
t ;,
Client will not be obligated to pa�t��rges that are sub��,�ti good faith dispute during the period of the dispute and until
time of resolution.Client will notifs��ndor of any billm��C�lems or disputed amounts in an invoice within thirty(30)days
of receipt of such invoice. �'�
, � �
If it is determined by the Parties ac����s��so�����`��t Chen���������rercharged or undercharged through a billing
error,such overcharge or undercharge�"�(��'d���ted or�����b�t'����1���ent invoice.
,
6.3 Additional Charges " '
Vendor's fees set out in the Service Schedules do��#���t�lude any taxes o���Ifi�es that may be levied against Client or
otherwise against transactions under this Agreer����,�����nt is responsible�i,"�he pa�cnent of all duties and applicable
sales, use, excise or similar taxes levied aga4r��lc����!�ces or otherv�����ainst t3�i�actions under this Agreement,
exclusive of incometaxes based upon Vend�}���'�ome ;• st' }
t ;s� ..1 ,. .
7. PROPRIETARY RIGHTS � CON�IDENTIA�1���`��MATI�� }��
7.1 Vendor Intellectual Property ; ,._
a) Vendor does not convey, nor does Client obtain, any right,title or interes�i���r to�r����t�bir'`�ntellectual Property.
Subject to the obligations of confidentiality set forth in this Agreement V���r��i���r�d"i�ts to Client a non-exclusive
license to access, operate and use the Vendor Intellectu� Property ������`��e terms and conditions of this
Agreement,solely for ClienYs internal business purposes r���c����i��pt of the services from Vendor during the
term of this Agreement. "Vendor Intellectual Property's�t�,#,t�1����`�Programs, systems, data, tools, methods,
materials, processes, know=how, trade secrets or other intellectual property of Vendor, and related documentation,
existing on the effective date of this Agreement or independent and apart from its obligations under this Agreement,
including any intellectual property used or provided by Vendor in connection with its performance hereunder; (ii)
multi-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 Vendor's performance hereunder or otherwise; and (iv) any inventions,
discoveries, ideas, concepts, know-how, materials or techniques that are developed at least in part by Vendor's
employees or contractors in connection with their performance 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 with 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 applied without disclosure of any confidential or proprietary information of Client.
01 Redding Vertex MSA Final Page 5 of 13
7.2 Client Intellectual Property
Client does not convey, nor does Vendor obtain,any right,title or interest in or to any Client Intellectual Property.Subject
to the obligations of confidentiality set forth in this Agreement, Client hereby grants to Vendor 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 Intellectual Property"shall
mean (i) programs, systems, data, tools, methods, materials, processes, know-how, trade secrets or other intellectual
property of Client, and related documentation,existing on the effective date of this Agreement or independent and apart
from its obligations under this Agreement,including any intellectual property used or provided by Client in connection with
this Agreement; (ii) multi-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 Client
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 ClienYs employees or contractors.
7.3 Ownership of Client Data
All Client Data shall 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)disclosed,sold, assigned, leased or otherwise provided to third parties
by Vendor,or(iii)comm�r�a,���+��loited by or on behalf of Vendor, its employees or agents'
7.4 Privacy and���t��`�r#� �"��' � �
Vertex warran�,������and its employ�,��ve taken all reasonable measures consistent with good industry practice to
ensure that�����tiivare or services prov����,as part of the Services do not include any degradation,known security
vulnerabilit����'amount to a reportable f���h of privacy or security under relevant privacy or security legislation.Vertex
agrees to��f�Client of any occurrence c�����h as soon as possible after discovery and provide Client with fixes or
upgrade���security vulnerabilities within�!#��ty(90)days of discovery.
, �
�
7.5 Acces���;Product and Passwor�+��
Vertex w2�'��{�s it has taken all reasonable measures consistent with good industry practice to ensure that the software
used in th����ces do not contain disabhng code or any program device or other undisclosed feature,including but not
3„r,a
limited to.vi����torms or�er code whic�4�,�I�signed to permit unauthorized access,delete,disable,deactivate,
interfere with,d����'����1���he appllc��������d services,or the hardware or sofiware of any application users.
Vertex also warrart�������,��,�i�'�tot cartG����1`�tfi�����,�inate access to the application by disabling passwords,keys,
or tokens that enable continuous u����ie application����plication unless permitted under the terms of this Agreement.
}
�7.6 Definition of Confidentia�����rmation � r� �
For the purpose of this Agreeme�l���lient and Vendor�`�that all information,whether oral or written or via computer
disk or electronic me dia,to w hic Y���+�ot her is given a�t or is m���available to the other is re ferred to hereina fter as
"Confidential Information." Inform���shall includ������Y�rut limit����t��II materials,documents, data,technology, know-
how, processes, software, datab�e�x �,r�l� ���� contr�i�, ����tary information, all historical and flnancial
information, business strategies, opei'������ �t�i orgat�����1 ���&t structures, product descriptions, pricing
information, customer information (for clan�t"�Tt��luding th���i�nal informa��'�,��nd sensitive personal information of the
ClienYs customers)and customer lists,whether receive�;��e or after the d���ereof,except information that:
/, r ,„�
1) is disclosed lawfully by a third party�����no obligation of���ientiahty with respect to the
disclosed information; /� � � �
2) is independently developed by����wt��ut use of the��#�`�'arty s�t'��lential information;
3) is,or becomes,generally kn���the p�����q�her X��k���t'`�reach�{��igations hereunder;
4) is already known before discle��re hereund��"d��,�t����by wntte����ords and which is not the subject
of a previous confidentiality agreement betweeri t����2rties or ���
_ ,;
5) . is otherwise required to be disclosed by statute or regulation ,;,
Informatiorr also includes information of any parent,subsidiary or affiliates of CIi���i�Vendor t°
,
7.7 Confidentiality �� �� ��` � �'��G������
, Except as expressly provided below or with the other Party s pnor wntten co;�����It��i�and Vendor agree:(i)to hold all
Confidential Information of the other in confidence;(ii)not to dis���,���t������t��al Information of the other to any third
party, other than directors, officers, employees, affiliates, age�°t�, �����r�ctors, or representatives (collectively, the
"Representatives")who have a need to know such information in"�i�'�rnection 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)informing
its Representatives of the confidential nature of the Confidential Information 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 immediately 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 Information and to prevent further unauthorized disclosure or use.
Either Client or Vendor may disclose Confidential Information pursuant to a requirement or request of a governmental
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 of ten (10) calendar days'written notice from the party holding the confidential matter may, at its own expense,
attempt to obtain a protective order or other reliable assurance that confidential treatment will be accorded the
U1 Redding Vertex MSA Final Page 6 of 13
Confidential Information that is disclosed. Nothing herein shall require either Client or Vendor to fail to honor a subpoena,
court or administrative order,or similar requirement on a timely basis. .
Both Parties acknowledge that the Confidential Information has tangible value and contains trade secrets and proprietary
information of the disclosing Party and that the disclosing Party will suffer irreparable damage for which money damages
will not be su�cient remedy in the event of a breach of any provision of this Agreement. The disclosing Party will be
entitled to specific performance and injunctive relief as remedies for any breach or threatened breach of these
confidentiality requirements.
7.8 SSAE 16 Report
At ClienYs request, Vendor shall provide to Client a copy of Vendor's most recent SSAE 16 audit as it relates to the
Services within a reasonable time after completion of such audit.
7.9 Intellectual Property Indemnity
a) Subject to Section 7,9 e) and Section 10.3 b), Vendor shall defend, indemnify, and hofd harmless Client, its
affiliates and their respective officers,directors,employees,agents,successors and assigns against any losses,
damages, costs or expenses and other liabilities (including reasonable legal fees) arising from any third party
claim allegi�� t�C��i� �ervices or the Vendor Intellectual Property licensed to Client under this Agreement
infringe��i�������A���tual property rights in the United States.
i ,� r,,�,,
b) Suk���E�s�ection 7.9 e)a�����tion 10.3 b),Client shall defend, indemnify,and hold harmless the Vendor,its
a#���s�and their respective b�i�rs,directors,employees,agents,successors and assigns against any losses,
c����es, costs or expenses a���ther liabilities (including reasonable legal fees) arising from any third party
�l���ri'alleging use of any of the���nt Intetlectaal Property or any other materials provided by Client to Vendor
���er this Agreement infringe at��,�ird party intellectual property rights in 4he United States.
c) ��`�„�ddition to each party's oblig�ii+�ns under Section 7.9 a)and Section 7.9 b), if a claim thereunder is made,or
, ���;party obligated to provide an indemnity under those Sections anticipates that an applicable claim might be
t����the indemnifying party shall,at its own expense and sole option,either:
x
(i)V'' p;t�uu�for�#����lemnified�t��r�ghts necessary to avoid the infringement or misappropriation subject
tt���i��,�����g avai����t�;����€�le commercial terms given the value of the Services affected;or
� n'�z,.,;i ...�' �� .�
u re lace or modi c���i�`se the re lac�r'�#�t or modification of, the items alle ed to infrin e third a
(��) P fY P 9, 9 p rtY
intellectual propert��,�ts,provided that ��t
■ the perform�� and functionality #,� �`he replaced or modified item is at least equivalent to the
performance���functionality of th�;41tt�inal item�,
■ the replaced d�`�,t�lified itgr����not h��'�� adverse effect on the provision or receipt of the
Services,as app��� ' � �
�l�� , i a� ��
■ there is no additional cost��o the inde�j�t��r�r��party; ,
• the indemnifying party is able ���ace or modify tp�+� �Ileged infringing item at a reasonable
commercial cost given the vall;+�����Services affected����
■ the terms of this Agreem�t�����y�t��te replaced or���i��d iterrl� , �"
r' S ' �� ''
d) After Vendor has elected to proc����l�cense i�rs���#����s���Section����i)or to modify or replace an item
pursuant to Section 7.9c(ii) and `��aid election ta���;��fi;�ioitled or ���ed the alleged infringement or
misappropriation claim,Vendor shall then if commercially reasonable���rthe option not(rst chosen. If both
the option to procure a license in accordance with Section 7.9c)(i)any�'��t�option to r��d���r replace an item
pursuant to Section 7.9c)(ii) have not avoided or resolved the alleg��nngerr��������ppropriation claim,
then Vendor may terminate that portion of the Services affected ��°th� �t���i�•��n notice to Client with
j ,
t �
immediate effect.. � ,
e) If Vendor terminates a portion of the Services in aE���n�yt�,�i ��cti�on 7.9 d) above, then Vendor shall
provide City of Redding with reasonable termination ������r��°�or the affected Services in accordance with
Section 8.5 and such termination assistance shall be provided 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
indemnifying 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 material
breach of this Agreement and such breach is not corrected within thirty(30)days of such notice(or a longer period if such
default 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 7ermination for Bankruptcy/Insolvency
If either Party (a) makes an assignment for the benefit 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
insolvency 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 similar officer in respect of
a significant part of its property or assets;or(e)ceases or threatens to cease to carry on business,the other Party may,
with written notice,immediately terminate this Agreement.
8.3 Termination for Fai�����o Pay by Client
Vendor may termir�����#����t�� upon thirty (30) days prior written notice in the event of any failure by Client to
make payment����1� �z��t�1����lient has not paid the amount of an invoice but disputed such invoice and has
referred the d�� �it�,�"fhe Mediation�ri���bitration articles of this Agreement.If Client pays all amounts that are past due
within the tht��) day notice period;��notice of termination will be void and this Agreement will continue to be in
effect '
, '�,
8.4 Client���ination for Convem���e
Client m����rminate for convenience th���vices supplied under Schedule A-1 solely in accordance with the terms set
forth in S��ule A-1.
�,
�
8.5 Client�`���nation Assistance
Upon Termtri��#��t�f this A�r�ment,Vendor��d Chent will cooperate to establish substitute or replacement services to
ensure the ord����������`���data wit17��t��t�3����sruption to Client or to an alternate supplier selected by Client.
Vendor will use reasc��i`��1����efforts f���t�e termin����ssistance services up to the effective date of the termination
and, except in the case of terml��'��1�'" due to failur�:�� Client to pay, for up to an additional six (6) months after
termination.Such termination as�����:e services will b���vided at Vendor's then current rates.Upon written request by
Client,Vendor will also continue��i�ovide all or a portic��Y���the Services during such period provided Client continues to
pay Vendor on the basis set out i��1^1�s Agreement ,;s F'
'� �,,
All such termination assistance sh���;sub�ect to,�����cified�����;�;ments in the applicable Service Schedule.
F.� 33 ; 1 �t '
8.6 Payment upon Termination '��� % , t � �� ' ��� ' �
Upon termination of this Agreement Client s�all pay all���i'�s due and o�ti#��,to Vendor for Services performed to the
date of termination or thereafter pursuant to Section 8 5�t��i�. �
�
8.7 Return of Confidential Information , ,
(a) Except as required by Client s Re�a� 1����tion Policy irr1�r��[�tely up�� �ither Party's request, at the
expiration or earlier termination of t�,t���teer�����the other����iall:
,�.� >.
�.,,�'� ' � s �
(i) return all confidential materials, including,°�v��P��rtff'"limitation, ��l���figinals, copies, reproductions and
summaries of Confidential Information;and '
�
(ii) destroy all copies of Confidential Information in its posses��z�i pov,!�#����r��t��i(including any third
parties to which it has provided Confidential Information) v����i�G�����tt on magnetic media,optical
� disk,volatile memory or other storage device���n a mann�����ifes the Confidential Information is
rendered unrecoverable. �'"
f
(b) Upon compfetion of those tasks in Subsection 8.7(a) an officer of the recipient Party shall, upon request,
provide written confirmation to the disclosing Party that the requirements of this Section have been complied with.
9. CONTRACT & 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
between 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 will advise the other Party in writing of the alleged breach.The Party allegedly in
breach will investigate and provide a written report to the other Party within fifteen (15) business days of
01 Redding Vertex MSA Final Page 8 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.
� 2) If the Party alleging the breach is not satisfied that the other Party is not, or is no longer, in breach or
wishes to pursue the dispute,then that Party will immediately 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 the dispute, 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 resolve
the dispute within ten(10)business days of receipt of the reports.
5) If the executives fail to resolve the dispute then the Party atleging breach may elect to (a) abandon its
claim in respect of the alleged breach,or(b)wi4h or without the other Party's consent,submit the dispute
to Arbitration in accordance with Section 9.3, or if permitted by Section 9.3, pursue other remedies
availabl� �� ��r,�, �othing in this section shall limit a Party's rights to terminate this Agreement in
ac��r�C`��'��������$. �
, , ,
s
9.3 Arbitratior� � ''
Except for�����4ions for injunction re��i�'�I to protect proprietary information and interests of a confidential nature or
applicatior�� ��' specific performance or #���r equitable relief, any disputes arising out of or in connection with this
Agreem���� ��cluding any failure of the �'�t�`#�es to reach agreement hereunder shall, after following the procedures in
Section�4���5e referred to and resolved c��"��ermined by arbitration in accordance with the relevant arbitration legislation.
Arbitratial���lall be before a single arbiC►'�t�t if the Parties can agree on such arbitrator within thirty (30) days of such
dispute t�t�submitted to arbitration (the "Arbitrator Selection Deadline"). If the PaRies cannot agree, the Parties shall
each narrr���arbitrator within fifteen(15)days after the Arbitrator Selection Deadline and those arbitrators shall select a
third arbitra����thin ten(10)days thereafter.The arbitrator(s)shall make their award as soon as reasonably practical and
in any event vvr�tl�t�a�!��Q���t�rs followins��������nt of the single arbitrator or the third arbitrator,as the case may be.
Each Party sha�y����t�#�+���t���t�sts ar����t�����tit�he arbitration proceeding unless the arbitrator(s)direct otherwise.
The award rendered��ti�"�rbitrat4��s���l`be final�i���inding on the Parties and not subject to appeal,and judgment •
may be entered upon it in accordar����h applicable I�� "�he arbitrators shall be empowered to award damages only as
permitted by the express terms 4�����Agreement Arb������n proceeding shall be held in the City of Redding unless a
mutually agreed upon alternative��is selected '�
' ,
10. GENERAL PROVISION� ,� �
„ , �� �
10.1 Assignment � ' ��r� � " �
t 1 T .Sr. 'Are t
1'>nr
Neither Party has the right to assign this Agreement with��I��f��written cons�"��f the other Party;which consent shall not
be unreasonably withheld or delayed.Notwithstandin�#�{'�t�t#egoing,each P�a"��as the right to assign this Agreement to
an affiliate of such Party,to an entity which acquir������substantially all 4�#��assets of the assigning party or to any
successor in a divestiture,merger or acquisition t�������2e to the other Pa�
�
� ,
10.2 Severability � �} � � ' �
If one or more of the provisions in this Agr�+��rit shall,`�C�`q����i����'unenfor���1e�or invalid in any respect,such
unenforceability or invalidity shall not affect��ny other provi������#3�i4greemen���#�h can be given effect without the
unenforceable or invalid provision or provisions,and to such end the provisions of�Y���i�greement are declared severable.
To the extent possible,any such invalid term shall be replaced with a similar but�����!provision ,
1,
10.3 Indemnity � � �� ����
a) Each Party shall indemniiy,defend and hold harmless the other Party th������`#��4���'affiliates and their respective
officers,directors,employees,agents,successors and assi�t�� from�t�#���g����fi�fl losses,damages,costs or
' expenses and other liabilities(including reasonable legal f�����[����#���'�i}the death of or injury to any agent,
employee,invitee,visitor or other person to the extent caus������r�tl�gligence of the indemnitor,its a�liates,or
their respective agents,employees,or subcontractors;(ii)damage to,or loss or destruction or,any reai 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 disclosed in breach of applicable privacy legislation to the extent
caused by the negligence of the indemnitor,its affiliates,or their respective agents,employees,or subcontractors.
b) To receive the indemnities in Section 10.3 a)and Section 7.9,the party seeking indemnification must notify the othe�
in writing of a claim or suit promptly and provide reasonable cooperation(at the indemnifying 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 perform 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 pertorm 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 disability 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 EvenY'),acts of war,terrorism,threats of
terrorism, riots, civil disorders, rebellions or revolutions, strikes, work stoppages, quarantines, embargoes and other
similar govemmental action, or any other similar cause beyond the reasonable control of such party; such Party will be
temporarily excused from obligations as a result and to the extent so prevented until the abatement of such Force Majeure
Event.
The Term of this Agreement will not be extended by the period of duration of the Force Majeure Event.Notice of any such
disability and any abatement will be forthwith given to the other Party by the Party claiming same.
Both Parties shall make reasonable efforts to minimize the frequency,severity,and duration of Force Majeure Events
10.5 Actions of Other Parties
Neither Party shall be liable for any failure or delay in the performance of its obligations under this Agreement if and to the
extent such failure 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 pertorm has provided the other Party with reasonable notice of such
non-perFormance and,�t��i���mmercially reasonable efforts to perform notwithstanding the actions, omissions or
braches of the oth��`�K�� � ' �
4
( �
10.6 Waiver �
The failur���f��er Party to insist in one�t`�ore instances upon strict performance of the covenants of this Agreement,
or to exe��;�ny option herein containe����#all not be construed as a waiver,or relinquishment for the future,and such
covenan���ll remain and continue in �a(1��rce and effect. Any waiver shall be effective only if made in writing and
execute����he waiving Party. }
,
A waiver�C��'�ach or default under the Agreement shall not be a waiverof any other subsequent default.Failure of either
Party to et��`�?� compliance with any term or condition of the Agreement shall not constitute a waiver of such term or
conddion { �
� 1
10.7 Mutual Rep���������r�� /, � � �
Each Party represents����`warrants�#�������of the Ef��fiiY�Date
(a) it is a legal �#�� duly incorporate�$�� formed, as the case may be, validly existing and in good
� standing unc��{���e laws of the pra��'i�e in which it is was incorporated or formed, and is in good
standing in �� other jurisdictior���re the failure to be in good standing would have a material
adverse effe�+��its business or�r,�lity to p��n its obligations under this Agreement.
(b) it has all the ne�+����c���l�t�J�uthont����������this Agreement and to pertorm its obligations
hereunder, and �la� ���}���'"and c���1�� ��rfi��'`�?'� �reement and the consummation of the
transactions contempla����Y'�iereby ha+��+�in duly autha��i�by all necessary actions on its part.
i � �`� � ��
(c) this Agreement constitutes a leg��,�k���and binding obhc�����#n of such Party,enforceable against it in
accordance with its terms;an�' ' ,� ,f` }
(d) it is not a party to,and is ����5�nt�s��affected by a�����ct�to �I'���ttstrument,Agreement, charter,
or bylaw provision,law��s�:�gula�{����udgmen���'��r that v����be contravened or breached as
a result of the execution�,�his Agre�rrrl�`,,��1���l����nation of���ransactions contemplated by this
� Agreement. �" � u. � 'r�"�°� ''`
�
10.8 Warranty � ` °'
EXCEPT AS SPECIFICALLY SET FORTH IN THIS AGREEMENT,THERE A���#+�O W/��"�'���(S��R CONDITIONS,
EXPRESS OR IMPLIED BY LAW OR OTHERWISE,BY VENDOR, INCLUDI��$4�T��t�",����f�TED TO ANY IMPLIED
AND/OR STATUTORY WARRANTIES OR CONDITIONS OF MERCHAN�'���1�1"�����7`�IESS FOR A PARTICULAR
PURPOSE,AS WELL AS ANY IMPUED AND/OR STATUTOR`f 1�ARRA������1�'�ONDITIONS ARISING FROM THE
COURSE OF PERFORMANCE,COURSE OF DEALING OR 11�������'�bE,AND CLIENT HEREBY WAIVES ALL
OTHER WARRANTIES. VENDOR MAKES NO WARRANTY TF�;�'��f#�'� OPERATION OF THE SERVICES WILL BE
ERROR FREE OR WITHOUT INTERRUPTION.
As of the Effective 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 performance of such Services.
10.9 Notices
Notices required or authorized to be given hereunder shall be deemed sufficiently given if in writing 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 received 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 _
Richardson Redding
Texas 75081 California 96001
Attn:Chief Finance Officer Attn:Barry Tippen
Fax:214 576 1145 Fax:[ ]
With a copy to:
Vertex Business Services
200 Yorkland Blvd,Suite 1100
Toror���C��1,1�I���C6 �
y ,
�� �ri�inerci�i����al Department
10.10 Goverm�. ��t�rr$�Jurisdictiorti t
This Agree���#��nd performance under���i�ll be governed by and construed in accordance with the laws of the State of
Califomia���nut the application of its ca���of laws provisions.The parties agree that all actions or proceedings arising
in connet��t�`with this Agreement shall I���t`��;d and litigated exclusively in the state or federal(if permitted by law and a
party el��o file an action in federal cti����courts located in California. Notwithstanding the foregoing, if any action or
proceedifi���}utside of the state or federa�`courts in Califomia is necessary to collect or enforce any order, injunction,
award or j��nent of the courts set forth above, there shall be no contractual restriction on the jurisdiction or venue for
such actiort���oceeding.
;: '
10.11 Personnel`�����#���I��Cactors� S
� Vendor shall caus��t�'��t����l ancJ��[�r�tY��t�i`5�t��ide by the terms of this Agreement.Vendor shall have the right
to subcontract any of its responsib���#�iinder this Ag��ment subject to obtaining prior written approval of the Client;
such approval shall not be unrea����1y withheld or d����d.Vendor shall remain liable for all actions of subcontractor,
as between Vendor and Client �� ��''Vendor was perfa���g the Services. The rights and licenses granted to Vendor
hereunder shall be deemed to in��a�e the grant of suc�<<�hts or licenses to subcontractors, subject to the provisions of
this Agreement. Vendor shall be���ly liable and res�s°(�r�ble for af��,and all payments and other compensation to, and
tne performance of;all subcontrac+��nd their off��,�mployee�����nts,and independent contractors.
, �.
10.12 Independent Contractor � � _..�
���.
Vendor is an "independent contractor"�and�S'`�iot an ag�����iant ar em�l��e of Client. Vendor acknowledges that it
shall have no right to any Client employee benefits in��t��#��"without limitatit����avings plans,life,accident and disability
insurance, medical and dental plans and perform�lr��.�lans. Vendor act����rledges that Client does not have any
obligation to provide additional work under or to pr���t�����ployment to any p���persor��el.
Vendor shall be responsible for payment of it�,��t��ie t�s Canada P�����}�~�lan E���ment Insurance and any other
such payments required by law. Vendor �N������open ���,�amxa�� �� ��count �� ��od standing with the Workers'
Compensation Board in each province in whi�'`r`'Services ar����;�������lient un��i�fi's Agreement.
10.13 Access � x
,
Client will provide Vendor such access to its facilities, information, materials fil�,;�quipment������'ted 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�`�#�qf s�������'��ter termination, the Parties shall not,
direc#!y or indirectly, induce or attempt to induce any"employe��r���+��t��tbelow)of another Party to terminate his or
her employment, nor, without the prior written consent of the oth��"'�firty, 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 publicity 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 with limits 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 commercial 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. Valid insurance certificate(s)with endorsements
meeting ClienYs lnsurance 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 unless 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 alternative.
10.18 Contract Amendments
This Agreement, including the Schedules hereto,constitutes the entire agreement between the Parties with respect to the
subject matter hereof. There are no agreements, representations, warranties, promises, covenants, commitments or
undertakings other than t�qs���cpressly set forth in this Agreement. This Agreement supersedes all other agreements,
representations w�{�����t{�����s�,covenants, commitments or undertakings, whether written or oral,with respect to
its subject matte� '"
�,
A reference�c��#��'oval, authonzation ka'��nsent in this Agreement means written approval, authorization or consent
regardless ����'iether expressly so st���}c� Except as expressly provided otherwise in this Agreement„ electronic
commurnC����s are acceptable as a sign�d�nting.
Notwith�t�'�ing any other term of this R��ment, any modification or amendment to any provisions of this Agreement
(includin��y Schedules)must be mad�t��riting and signed by an authorized representative of each Party.
Each Pa�'�ill execute and deliver such further and other agreemen�s,documents and instruments and do such further
acts and t��( as are within its power and as may be necessary or desirable to fully implement or carry out the intent of
�.,,:�
this Agreerri�� � ,
1 4} 11.
� This Agreement r"r��'�s�����t��any�i�i`���`ti��#��l����arts or facsimile counterparts,each of which shall be deemed to
be an original and all o�`wiiich togett������1��constitut��r�t�nd the same document.
,
;}
, �
,
4 � ,
t. � �, 4
' u;,.,. ';�� '
�, '�
�,
} ,
t t , �,
, }
� 4 � a
£
� t
j }
i
J �
s r
} �
� '
3..
01 Redding Vertex MSA Final Page 12 of 13
�
CONTRACT ACCEPTANCE
In witness whereof the Parties hereto have executed this Agreement as of the date first written above.
City of Redding Orcom Solu ' ns /a Ve Busi ervices
by ''<, .�1 G� e� by
Authorized Signature Authorize Signature '
Name RICK BOSETTI Name Charles Michel
Title M�Y�� �`, . � � Title CFO NA
�
f,,,. ;;.
,
, �� �
.
�
ATTEST: ' '� '
��s
- ��, t�� �,� �� �
����M }
_ �� . � ,
� ti ��
P Ei�►Mi�E,City C���� �, r ,� ,
_ . � , ,
� , � �. " ..,> 3�
. . �._ ;
� 1 . }
1
U,
S
£
}
} t r�t��„
k t
��y � i
,,rf � . � y t�
�'t �+ "a" ... 'u4, 4
tly,.i.. � ..
.:�4uo:. �,.
F,
�.
� T
t } '
�
tv l
1 / 1
t
} t'
i . D��� } �t '� 5
t ra
. i
� l;
3 l
P
�
� : :,..,,...
� nN,
�t
F°t��PA�o�d
G.
���ry E. De�ialt
A�si�t����i�,qg�orr�ey
01 Redding Vertex MSA Final Page 13 of 13
Schedule A-1
Statement of Work
� } , , } To The
�.,�'�,; <�. l w
�
���ter Services Agreement
,��
� �y and Between
�;.;
, ,,� ;��`com Solutions LLC
,;;; ` And
l , Crty of Redding
,j
� � , � �� , ; , ,
t � ,
/ � "
. . ,..5a.u.,�., . �u t�
�5
} tr �.
l ✓`
� Jz
5 t„
f
� it
t } �
i t.>,t,�� .
�4
' � l,�
lY S � �
t^. /� �
t ��
11 y t v�
t
� S
S
.
i j t,
� :
t .3
;
t `t n
Schedule A-1
_ Service Description
This Schedule A-1 is subject to and shall be governed by the Master Services Agreement (the
"Agreement")dated Decert�ber 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.
1. Phase 1 Impl������'��� ,
� Vertex will,�������'rate with t������,y of Redding to implement the call center front office services
as descri����erein.Vertex will �� �a phased approach to perform transition and
implem��l��tion services. Vertex��� use its best practices to perform each stage of the process.
Vertex����perform the call cen����ront office services in Scottsbluff, Nebraska and shall
contin���do so unless otherwis�`specifically approved by the City of Redding. Should Vertex
intend�t��ove Services covered by this Statement of Work from Scottsbluff to another North
Americar�������on,such�approval by�he City of Redding shall not.be unreasonably withheld
� �
or delayed�. � '
'��
�, , r >» ; ., �'�� ; 1
During Phase 1 of the impl����ijtation of Cal�;��nter services as described in this Schedule,
Vertex will utilize the exist�r��business pract����provided by the City of Redding and the current
, � �
version of E-CIS 5.1.9 curr�t���� in use by R�����ig. Ch���es to the business practices or
processes,throughout the t+��`�,will�e't��l'��ged����'�t�,�hange control procedures set forth
in Section 3 of the Agreement���t�������r�e Corr#���"���+����s")
�,�u �
f � �� �
� ��,
Customer Service Representatives("CSR�"����1'access the G���Redding's I.T. systems via
Citrix. If Citrix access is not available i�t����?r training,VP��cess��II be utilized until the�
circuits are in place. Any condit�on������tin��i�a delay�r�`��`����yster���cess will be managed by
the Change Control Procedures ` � �� � �� � �" ,' y � �
�:
t,
Training duration is scheduled for three (3)weeks plus one (1)�t���of Acad�����y.
,,
�, �,�
,, �.
Vertex will provide the�Services in accordance with�he appli��������r���levels set#orth in
Schedule A-3 for the applicable charges and rates����������������ilule 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 imptementation, if the City of Redding requires char�ges 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 -Call 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 Estima�����`���1�� ���
The diagrar� �,����v illustrate���,��hase 1 Implementation representative plan developed for
the City�������ing and outlines��a�key tasks and milestones which will be implemented by
each wc��'��ream. A more detai�����ransition plan will be deveioped and approved with the
City of���ding within thirty(30����s of contract signature consistent with the milestones
estima����elow:
� ;,.
�� ���,ae,�� , � �
3
t� 7
E'�At1I�[2l:�A`t��������',,,r,.}" '. ti,�� ,:i �:, .��",�S�1�iCV!`C�'v!1}�T�Y
8C�1alK '� t�Ct1t9#3It4�9
S�o�t�4ndirm¢d
� t�tE��kl?i"7L`t� A�fifi,'���4i1d3t"1�� �3 ei.W'�Af�,.c1t,�L'Sttr�L��*"�t�
�ae�rstt�ttfl te�����af�i�ddir��t , : ew Hire Trainirtg
, #�r�s��is��r��
tl�eeratf � ���r�d!�
4�l�pjr�ngc�� €n r ; ,-�S��L3�t�
v ,� �
s � �,.,r. 1�
MORlh 1 Fi4l��s�"� � M�flth 3
�, .
�,�,:1 �.�..,-<,,.�
i � � �
��Sntr�,��w+�2 D�:�n Carnp4et�± / �
, t �, , ���+t�����rtwc�ts� ,
Tr,3ns�t#z+n�rts���n fl����ne� �}
� � �� � % ��fre t7�*kts���
{�t1 Fi�^�f���rs Cort�'.r�d �#���� �re�e�urad C?st����rt�r��1'��i�t�
�
1.2 Phase 2 Implementation ' '' '
Once eCIS+design is complete as defined in Sched�a��A 2 t�����l�����timeline for the call center
� will be agreed with City of Redding but shall not ex��������'iis of training and be included in
the forecasting process for planning and resource requirements.
1.2 Service Description
Customer Care services 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, mailings,
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 will be managed through the Change Control Procedure.
02 Redding Vertex—.Schedule A-1 -Caif Center Statement of Work Final Page 3 of 5
The Parties will agree on volumes and forecast in accordance with the foflowing 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 monthly 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 S�r,�������days in advance allowing Vertex sufficient time to react ta resource
increases or d��t��������������ariate. Implicit�within the Forecasting Process is Vertex's ability
to handle �����crease or de����� in resources on a monthly basis,through the management
of flexib����rkforce scheduling����ngements. If volumes are outside the 5%variance,Vertex
t��,�;�
will be �����ved from achieving th���sociated service levels set forth in Schedule A-3 but will use
reason�����efforts to achieve th����ervice levels.
3
For all n+����nglish verbal customer inquiries,Vertex will utilize a language line service.
Vertex sh�����ide th��ervices s��#�rih m this Schedule A-1 during the hours of operation set
3 f 1/ �. 1 1� ll
forth in Sche+�����������s A�r������ �
�,, , s�. ,.,;
f
Responsibility Matrix ;_
;� �
X= Primary Responsibility',��Assists
.
• -. . •
, . ,3,
1. Receive and resolve customer service ir�������s and com=����nts via City X
of Redding telephony system. This������Iso include si���e
collections inquiries . t � �� �
���... �mt:. ��
�,,_�
�• Initiating outbound follow u������to cu`��r�r��r������led � � X
.,:: ,�..,
3. Create the customer contact arrival forecast for all inbound��`�nnels, � X
and revise each 30 days. Forecast is to be examined in a 9���y rollir�� } t
r }
window, updated each 30 days �
�� , ., . S X
4. Reviews forecast and agree upon for the upcc���ng 9(���t� �t
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 .
02 Redding Vertex—Schedule A-1 -Call Genter 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 5 X
11. Maintain data for quality metrics X
12. Identify controllable and uncontrollable causes when performance S X
targets are not met, and take actions to address controllable causes
13. qssist m wr��� ���;���I�ting customer care scripts. S X
� � {
�� � ��
, �
%� , ��,
� 14 qppr���i�stomer care sC�'1��� X
t., � � �
15 Tr�i���ertex customer care����onnel supporting City of Redding X
,
16 �;���ge Staff Performance X
.,�;,;
,;;:;
Termination for C`i����i���� , , �
� � , , , �
After 36 months from tl���i����ve Da��`���'�"�ity t����dding shall have the right to terminate for
convenience the Services containe�����is Schedule�4��on providing Vertex with a minimum of ninety
(90)days written notice of termin���c��.
�'
,
In the event City of Redding termm���this Sch�����l 1 as,;���`;r�iitted above then it agrees to pay
Vertex an early termination fee (the '�"�����#`����#��ee") #'����r��,��xion Fee shall be 55%of the
average of the three (3) largest monthly in��ii'�es or f������applicabt��'�or Services provided under this
Schedule A-1 during the Initial Term multiplied by t����i�mber of mo���remaining in the Initial Term.
The Termination Fee shall be payable on receiptt�►����^��ten notice of����hmat��sn and shall be invoiced in
accordance with Section 6.2 ofthe Agreeme��� 4��ir���rity no Ter��#����ion F�'��hall be payable by City
of Reding to Vertex if it exercies its right tQ����iinate��������������-1 dur���any Renewal Term.
,,
,
��.�
t ',
,;
� .
f s
�
4,�
j' t
1.
02 Redding Vertex—Schedule A-1 -Call Center Statement of Work Final Page 5 of 5
Schedule A-2
Statement of Work
� �' � ToThe
�� ' _
tt ,.
'�� � Mas����ervices Agreement
t,�,� ���'and Between
,
�� ,t �
� ' Orcom Solutions LLC �
��` �nd
4//l'� t y } � ,
} 4'} '�ity of ���Iding
�
,
, ,
}; �
�f
� S t
1 f f
t
v � 51
' 1
z
, y
s
f
„� � J t
t, �
� t
,�d;.,, t...
tr`
i
s
yt s
s
t,.
}
t
�y�
CONTENTS
SCHEDULEA-2....................................................................................................................................................................................3
SERVICEDESCRIPTION.......................................................................................................................................................................3
INTRODUCTION..................................................................................................................................................................................3
I. SYSTEMS IMPLEMENTATION AND TRANSITION TO SERVICE...................................................................................................4
OVERVIEW......................................................................................................................................................................................4
ECIS+ESTIMATED IMPLEMENTATION TIMELINE...........................................................................................................................4
IMPLEMENTATION RESPONSIBILITY MATRIX.................................................................................................................................5
IMPLEMENTATION PROJECT DOCUMENTS........................................................................................................................................6
TRAINING RESPONS�BILITIESAND LOCATIONS..................................................................................................................................7
II. METER DATA/USA6E RATING/BILL CALCULATION.................................................................................................................8
OVERVIEW......................................................................................................................................................................................8
FUNCTIONS.....................................................................................................................................................................................8
RESPONSIBILITYMATRIX ,.,� ���� � , ...............................................................................................................................9
IIi. TAX CALCULATIO�k� �,�� '•: �����s , ....................................................................................................................9
,� ,
OVERVIEW. � �
........,� � W ......... �,,.a�t��.. .................................................................................................................9
: t
FUNCTIONS ._' `
� .... k .� .................................................................................................................9
RESPONSIBIUTY�1�4'�tIX ................................ � ...................................................................................................................9
s,.,
��
IV. BILL PRIN�"��'ORRESPONDENCE PROCE�����AND DISTRIBUTION................................................................................10
OVERVIEW. �� �..........................................��� ................................................................................................................10
FUNCTIONS ' �� ��
�„,�, ...................................... .....................................................................................................................10
V. PAYMENT PR���$SING..........................................................................................................................................................10
OVERVIEW. �;:. � .............. ....................................................................................................................................10
FUNC710N5 ......... ����n� �'���,,������ r ..... {w� °c�; ,� . .................................................................................................10
VI. � COLLECTION AND�������.�NAGE���'�` ,�� ..........................................................................................11
f ,
,
OVERVIEW............................ ......... ....... E r ........................................................................................11
��� �. r��
FUNCTIONS......................................... ......... ........................................................................................11
��
RESPONSIBILITYMATRIX.................... #�f .............. ����' ........................................................................................11
VII. REPORTING............................... '3,
��t� . .............. � �.�� ..... .......................................................................12
�� � s i
RESPONSIBILITY MATRIX.................... � � f;.. ....... ��� ,�+; �� %�K .......................................................................12
VIII. ACCOUNTINGANDGENERALLEDG�I� fr'�� � ;*��rs� }��t �����,,,,� ........................................................12
OVERVIEW. '
......................................... ......... * a�,���.�y.,............ � � . ........ ���� � ........................................................12
FUNCTIONS.................................................................... �� .............. �'���...........................................................13
�
IX. CUSTOMER SELF SERVICE.................................... »�� �, .................... � ti,�..........................................................13
f �]
OVERVIEW:....................................................................���t�� S .................... 36 rf 4 ..............................................1J
FUNCTIONS. 3
' .........
..................................................... �a ;����� ..... .,����Y �,�.................................. 13
RESPONSIBILITY MATRIX................................. � ���� ...��� �� ������ ,:� � .._... ti�t � ...........................................14
X. INTERFACES AND CUSTOM......................... ...�:,................. '� ���h..�'���� f.. ......,«���.� ...........................................14
�
� ,..�.., r:
OVERVIEW................................................................................... .. ............ ��, � ..............................................14
,
�1
CUSTOM................................................................................................................. „ ..... ��� �� ;. ...............15
�
REPORTS................................................................................................................. � ,�� � 15
�� ��� ........................
INTERFACES '
...............................................:............................................................ � �., �� �t . -.......,............................15
XI. ONGOING ARODUCT RELEASE STRATEGY AND RESPONSIBILITIE$�, .. ���t ���. ' :..............................................16
XII. HOSTED ENVIRONMENT.................................................... �_ ���������� ��} ...................................................16
� ���,�,
OVERVtEW .........................''y: `
...................................................................... .�.�,k�,�,..........................................................................16
fUNCTI0N5...................................................................................................................................................................................16
SYSTEMRECOVERY.......................................................................................................................................................................16
XIII. SERVICE MANAGEMENT....................................................................................................................................................19
OVERVIEW....................................................................................................................................................................................19
FUNCTIONS...................................................................................................................................................................................19
RESPONSIBILITY MATRIX.........................................:....................................................................................................................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 shafl 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 will provide to City of Redding under this Schedule as of the Effective Date.
� �
Introduction �� ,' � � .
The Implementati4�����ces under t�����hedule A-2 will consist of(i)eCIS+V3 software application
("eCIS+") installa�����'nd setup for City i���dding's customers and the telecommunications network
infrastructure t����used by Vertex to pe��a��n the ongoing operational Services, set forth in Schedule A-
i
1 and this sche����, (ii) conversion of Cit���Redding's data from the Orcom E-CIS software application
to eCIS+, (iii) p�����ion of interfaces, repor��, custom programs and custom code as identified in this
Schedule to eCl���,�vhich will be developed and approved by both Vertex and City of Redding during the
implementations�`��t�es set fat�h in this Sck��,�ule A 2 and (iv) managing the implementation project.
� t
5 , 1
City of Redding and VerteX�"e`ach�will����`'a Pro�e����nager and Core Team Members that will be
responsible for completing the im���e�ntation servi���;outlined in this Schedule A-2. �
„
The Services consists of the follow���major eleme����escrib,��m this schedule:
�
I. Systems Implementatio���d Trar����t��to Ser���
t
� �t�fiation
II. Meter Data/Usage Rating��t�����
�.<<�� „ ,
III. Tax Calculations �
t
IV. Bill Print enablement and Correspond���� Processing an��istribution
,
V. Payment Processing � } 3
VI. Collection and Dunning Mana����fi�� ' �
VII. Reporting ` ' � ' , �' ����
� � ,,,,�� .,.,, ���� ,,��
VIII. Accounting and General Ledger � � .
;� r`.
IX. Customer Self Service ;
' l ,
X. Interfaces and Custom j f: ,'
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 Work 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, establishing
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.
� r�' P!' M @ N G- A' .p.: w� � Y` ' .
� �� � � � �' � �' t �� � �� � �i �
� �� $ � �, �: $ s, �a � � � $ �' �
- - .
_ _ _ . . . ._ _,
Description , � --- _ � ' �I�
.. .
Scopingtlnidation Phase N }� , } _ i- . ---. _ - - - .. - ,L— -.
._' " _"__ _ . ._ .�'. r_�. i ..� �� _r � �
��u�em qt�.and Gap�����ans�vith Redding �� � - � � � � � � { � �
y � � . .
R i
IPIPUT.Re u�rementse
OUTPUT:Siatement ���t,Pro�ect Sehedule,EsUmat���",j`i8ps � � ,
'� } ' _ ' � � . ,. i _ y
MS:Scoping/Urtfa��ase Complete � � __�_ _I,_ i_ _ _ I, il , , . -i
Foundation Phase ��'$
-- -- '- --�-
R9S:Implemerrtatiol��ans- - -- , -- -� _ , : - - - --
Development- � '
-— � -— - ---- - -_. , -- - -'- - ' - - i . ;.
Design and Code Cy�4#�t�,todsMterfaces _ _ � i � ' �.
_ i
� �_ _i _ .
Test Interfaces and�4��'�t� LL_ -- � -
P9S Intertaces and L�31'i�Complete . ' ;'
CoreT�amTraining ; � � i � � } I , I �_ I '
p4PUT: CoreTeaminden6fi�Y! '�'- ' � � �� � � - - ,, - �; � -
_ '�
i � � � � � s � s �� -- - � i
- - -- � -
toreTeam'iraining ,�.
MS: Foundation Phase Complete r s �" ' _ �
Configuration and Modeling Phase ,3 " ' I t _ i i_ .
. -- � - I �
IHPUT:En�ironment Creation Complete for Co��gl�etion i �
Customer CareJField Services Configuration ' ' r � i �
- - - - - -- - - - - - -
.
Back Office:1.leter Reading Usage.and 8i�ing Canf���°° i--. �-- - _ _I ' -{' -
_ .. — _ _ -- _ � _.� 1 _ a �_ y
Beck Office:Payment ProCessing and CretlA&CoDet�#��onfigurotion i � z,, ', i , ; i
� ,
OUTPUT:Configured eCIS+V3 ' �. �,� � � ' � ' ��
' �
j t ,._,_,I
MS:Configuration 8 PAodelling Complete �� , , � �: ,� � �
'
INPUT:Ini6al EJigrated Environment Complete for Il7n��� �r»` � �t ���; 1 ; ; ! � �� �- � i�-
_ -- - - - - �;,,ti. ' � ' ����. - - _ . . _ - _..� _
Customer Care/field Services Configuration&Itode6ng � , � � i
Back Office:Ideter Reading.Usage,and BiPng tAndelmg _ � ' 3 7 j �
� _ - -- - -- - ' �
Back Office:PaymentProcessing antl Credd&CoOections Hadeling < ' ` ' „ j t i ! -t
. _ . �_._ _
-- - — - '
OUTPUT:Configured eqS+V3 ( '� � ; ; } � � � I i i �
MS:Configuratlon 8 Il7odeling Phase Complete � ,� � , s � l
Build Phase s , � } _ � . .(--. __.
� - - -
Systemintegration;PunctionalTesting � + ,}��-° I s �� � � ' ; ' �
_ „ � � ' ; _ ��
IN�S stemintegratwNFunctionalYesting --- � - ��5 �_� � ;�,�<.,,,. _� � _� ,;` �,,,,,�,��_ � i �_� � � � i. �
UT:ft9odeling and pustom Development Com lete_ _ � ' i 1 1
P.95:Bmld Phase Com lete , {
Conversion � ��-
{ . . ,� _ � � ..� ,l � �
IPlPUT:Redding Data available to Vertex
Conversion ttappinp -- - _ _ __ �� ; _. - -
- - --- - - - - - - - - r f �:- ,`__i ___i t
Conversion Development iinUutles unit testing of conversion) i !
675:Conversion Development Complete � ' ` , ,�,,, � �� 1 � 1 � i
Conversion Runs fl Valida6on ' � � �- �' � -r���
, ,,,s. t ,
P.75:8uild;Conversian ComRlefe �i � � �. ��� , � , , I
Deploy Phase - � "" ' � �
-- - -- --- -- — - - - � _ _;_ e `
,
User Acceptance Testing iUAT) ---�--t . � .._�_ �_._j. ._'._�.._ .
— _ - - - - - - - . ._ � .._._ � . -
, _. . ,___ ,.
INPUT:Build UAT Environment �
OUTPUT:Deliver Configured System to Redding Vertex StafT for UAT ' i '
-__ _-- ---- --- - - - ---
- - _ __.. - - . . _
RunUserAcceptanceTesting _ ;
- - _ _. _ .._ .. �. ..
� _ __
C7S:UAT Complete j � ;
Training , ,
Train the Trainer Sessiona 0
� ._
_- . _ __. : � -
PAS:End UserTraining Complete ' � ' ! '
Deployment _ . , . _ �_ .� +-- �-_. ,.
Ccde Freeze - - - - - - -. � _
-- -- - - - - -- --- -- �
PdS Retlding Go Live _ - - - i - -r_- ---�-- I -- --i --� -- -
— -- _ _. _ _ __ . . _ _. _ i . ;_ . � _�.. . i_. f_._
Production StaC�lizatinn � ; � ; � � � j
Post Go L'n•e SteCiGzation , �
--- --- -- - --_ _ -_ _ _- -
P9S:ProjectCom lete � ,
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 4 of 20
Implementation Responsibility Matrix
. •
.
copin �Initia.�_ion Rhese._.:_ ���. :�� ...��;.,v..� .� �. � , ; , .: �_ ��, �.,�.� ,• ..�.. ���:
� �,.. �.�
1. � Schedule discovery workshops X
2. Participate in discovery workshops S X
3. Document diligence findings-Validate existing code against functional requirements. X
> ;F Develo��and document ��' r :� �`tr'"` �����"�r`� � �,�.''� :° �.����t�� �� �.��� x
p,�„�6�.,� �„a,.�„�.., ,�r.w �:�"z�s ��r .�,,
4. Implementation Strategy X
5. Transition Program Plan X
6. Testing Strategy and Plan X
7. Project Plan S X
s ,,q r'r�+���M�u �V+�+�"��, a� ,� �. ¢� W � � � �y�, �n - '� ���
�' ."',� F�oundatio,n P�as $�� a �"��� ����`�"+^l���T�.��z:��,. M"�� �� � e� �� �":"��,"� �r,� �'����>� �i� ��'�: ar'„�,
�,,,
8. Migration Str��� S�C`ument �r X
9. Core Team�������'g S X
10. Build Inrti����i�ironments X
11. Business���uirements(BRD) X
12. Systems���rations Requirements �� .�� X
13. Review ar����prove documents as requested in timely manner X
�
Configura'� ni!IVlod`eliiig Phas'e': � �� , il� �� -'`� �� ��
14. F Demo eCIS+`� ��#?r�ctic��s;.,. e X
15. Evaluate City o�1���������;s��tess,������� " S X
16. City of Redding Process Modific�,�f,��'`'�"�� ;'s� S X
17. Populate Configuration Workt����' S X
18. Document Business Requirerr���s for Potential s��fi�'are modifications X
19. Demonstrate configured base��i�ctionality anc� ���sses �,>�„ X
20. Sign off on base configuration�t��„s�r�cess,s��;,,,, ` ' X
21. Sign off on Business Requirements����������modi�������r�� ' '�> X
�,,...: � ,:v-.
22. Sign off on Business Requirements for interface d�����inent ; s�h X
Build�Phase� ��;;� �.��° � � `���
. . ,,., :4 _.:� _.�- - < . E F � .,
23. Develop High Level Functional Design(HLD �3 X
24. Complete software modifications devel��'���t '� � /'� .,� ,,�,,�„� X
25. Complete interface development �� ' �� ,,����'� t� '� S , X
26. Perform code and unit tests ' ,.s�.,.�� `�'' � X
27. Conversion Data Mapping and Development � ��� � X
28. Training Material Development � � �,���'� X
29. Test Script /Scenario Development S X
30. Complete Migration Strategy Document 4��'' X
��.,.
31. Review and approve documents as requested in timely rt�1'������,�.;;�,�,�h' �'" X
32. Perform Functional and Integration Testing °'"" X
33. Perform System Testing X
.:qi s. .� rr.t t ��� 4 �"�a �"* ' �n x ^� ,� kr�: °,v '1 � h1¢� ^�`� '�
� � Deploy,Phase� _"�� �� � =;w,�� � � :� � .:�� �� ��,'
� _ ,�. _ . _„ , ,_ __ __ _ _ _ , . ,, . � ..�� �
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 will take place for the following functional requirements areas:
_ • Customer Care/Call Center _
• Field Services
• Meter Reading
• Billing
• Payment Processing
• Collections
• Accounting
• Web Self Service
• IVR
The sessions may take ������������luff, Bend, Redding, or via remote access. Decision on location
will be made jointly ka��t�����rtex��r���'k�r of Redding implementation teams based on resource
availability. Gty a�����1ing will provid��l��nctional workspace for any sessions taking place at the City
of Redding facili�'
,� ,
f
`� �,;'
Implementatio�l�'toject Documents
The following prt�����documents are considered formal deliverables at the end of each of the stages
,H�,v
of implementatior�� ' �� �
� s �
• $tdt2fYlelltOf��'��s�� , � ,,!' f
� f '�
w.,, ,. .
�; �,
• Infrastructure Build Sign Off �''-��"'�
• Modeling Sign Off � _
� ,
• Functional & Integration T���{ng(this is tes��x��,�erformed by Vertex) notification of completion
r
• User Acceptance Testing Si���ff � � ; ;
• Go Live Approval Sign Off t' � ''
'� ,_., i 3 �t
�
��
City of Redding shall review and within five (5)City t����`dding workir����ys(as defined in Schedule A-5)
of receipt of documents or the scheduled comp�����}��if user testin����t�er(i)�pprove or(ii) provide
detailed written explanation why such appr�����nt��t be provid�����espe��'��such documents or
user testing. Delays in approval will be�ha�#���(�tho���t���;�������ontrol��cedure. �
��,. �,
� � ��.� ,.:�...�..� t;
City of Redding User Acceptance Testing Approval Criteria ,,
} ,����,a
The following is the criteria that will be used by the Parties to determir����pr���������`eptance testing.
,
, } ,
For Type 1 issues,which are:when no workaround ex�sts, ����n ��t��{��;��'ii�id in a major system
�� ,,..,.
function, impacts a large set of accounts or daily processing,'�����}��ave a large 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 targe negative effect in a live environment,these issues will be treated as a second level 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
will be handled through a change control process.
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 6 of 20
Training Responsibilities and Locations ,
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, additional 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 Cus�oxner Care—common processes performed by CSRS: handle customer
inquiriesand r����������������e
, „ ,,,�,
r r ;�r:�' ,,t
• Customer,����unt—add/mai�i��t��customer and account information
• Premis����ivices—add/mainta��}��remises and services information
• Ledger�-�iew/research ledger i����tnation in the UI
Accour����—New ledger and jourr�al files, distribution code mapping to G/L numbers
�,,�
3 ,
• Service(����Processm�—Searching for and processing service orders
• Back Office V��`���t����w�������������ew and navigation�
�
• Meter Reading—Posting a�����'"and estimat���eads
��
• Usage Calculation—Usag�t,���culation as par'�,��pre-billing process
• Billing—Automation of bill�����h proce�s�� ' .
,
� � �' � s
x� , �
• Exception Processing—Assignrrlt������`��esolut������"exce����,s
t }
• Payments—Process payments in the UI f
� �
• Credit&Collections- Process credit����l���ons in the U�
f
�
� � ,,,.
• Landlords—Add landlord agreem���� � " ��� �
�r,�»,.��
'
• Summary Billing—Add summary billing agreements
�S` t T
53 }
Vertex will conduct one five-day instructor training ("Train the Traine������;�t������ity of Redding's
Core Team at a Bend or Scottsbluff facility for up to 8 train��;�, Cla�������er information and material
to hel in creatin trainin material and exercises reinforce�� '���
p� g g , ������,��cepts and discuss training topics
and presentations. One copy of eCIS+training materials will 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 Facility. Vertex will provide a training lead to assist in the development of training materiat.
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 included within an
alloted total of 3,000 hours for custom development. If additional hours are required for custom
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 control for schedule
delays, impact to service levels and other changes which would require adjustments
• The assessment was���#��rr��� over a three day period;and we assume there are areas where
there are still som�*�f�������� �t�rements. During the implementation if items are identified that
will require add����t���customizaf�+����hey will be addressed through change control. City of Redding
will provide a����i#ied,full time Prc�����4 Manager to manage the City of Redding responsibilities.
• City of Red������vill provide a dedica�+��'�eam and�will integrate their activities with Vertex project
,
plans.
• City of Red����will provide resources�tnowledgeable in the eCIS legacy system.
• Charges do i��a���clude time for changes to existing migration to accommodate conversion of City of
Redding cust�`���t�base��� ,
• City of Redding wi��'���������'sibl,��������t�����,cy data to a dedicated migration file set in the
required timeframe. '��
� s
•_ Data conversion will bring forv���"t'� 36 months of���ory.Additional data conversions shall be
addressed through the Chang���ntrol Procedut����
���
• eCIS+project start date will oc��r�o earlier t,�+��'�wee����er contract signing.
• Three Mon�hs of UAT support is i����1��������iona��t���t���`��`�JAT will be managed through
change management process. °`"����� ' ,,, � ,
/i,� °
• Redding is responsible for the acceptance test���}��the services �`��-tex will provide a test lead to
������
assist in the test plan and execution. � ,
, $.
i,�� �` , ,,��
„ 3:
II. Meter Data/Usage Rating/Bill Calc�lation ,���� .�..s�
Overview ��� �
Vertex will provide required functionality to support billing electric, wa����`,v�r�����i'��Y, storm drain and
solid waste charges for the City of Redding. � ''
; ,�
,
, y
Functions � s '` °������
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-bill 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. Latefee 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 usage.
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 adjust�nent from a prior period.
Responsibility Matrix
� • -. . -
1. Provide details about all rates billed by City of Redding X
2. Modeling and configuration of rates provided by City of Redding X
3. Administration and on����t �-�te configuration X
4. Execute accurate,�,������c�r��5�,?��i���mer bills X
5. Initiation and.r��i���ement of bilf�� �#�es X
6. Resolution ��,���1�alculation excepti��„ X
� Apply one ����'and special charges(���, reconnect charge fee,turn-off fee, X
deposit,ter���ation fee, discretion� �harges)
8. Support of:���lish invoice and letter cbrrespondence X
9. Compose bi��t�`;,data into printable format X
;,
�� �
� ,
t � , ,
� :v�� ��
<,.,,��,.. ��r ;
III. Tax Calculation �,
��u
, ,,
� ,
Overview }
��s, �:
The Vertex services utilize a config��ble tax appliG���C��i to cal�wlate applicable sales and revenue taxes.
4 J,.
Functions �� s
�; ,,�; j ,
Tax calculation functionality consists of the�'��t�ility , � �
A. To assign correct tax rates to service addr�����`� s , ;
��;� �
B. To calculate sales, and other relevant(G�;�',���siness Privileg��`�xes, �tc) revenue
taxes accurately
C. Provide support of tax rate maint����e �� �r ' �'��� �
D. To calculate and track sales taxes at�'the jurisdic����i�������and cha� ��ype
�,
E. To exclude specified charges from being taxed
F. To exempt customer accounts from taxes � ��> ' �'�•���`��
G. To maintain adequate documentation to support tax exempt���i�����.i'��"omers that are billed
without taxes
s =� �,
r
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 support 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 physical bill print.
Functions '
The statement and cc��'������enc��t�r��'�onality consists of:
A. Account s�����fents �
,,
, ,
B. Custom��}��i�ioices
C. Stuffer����l messaging i
, l ,
t.5.,
� • -. . •
1. Provide com'�������p�rt�1��;�nd spe����+������i�,,,or statements and invoices X
2. Allow for interna�p��t�i�i`�'capa�t�.����`�o suppr�t�'�tatement and invoices X
3. Provide administration of billr�`i��saging requi��r�ents X
4. Provide administration of in���ing requireme�`���'� X
5. Process bill statements and t��pices print ���h X
6. Sort and mail bill statements,a�t�##ers an���,���ces ��i � ' „� X
Ensure adherence to identified i�������;��.���pecif�e�����������stal X
7. t
specification standards , ,
8. Report metrics by correspondence type �,�,_,;,';��'� ' 't�� X
, �
,,
, �
,a ,
,, ,.,,
,s =
V. Payment Processing �4 � � '' �
,
,;
Overview �,
� _ � ,.
Vertex will provide functionality to support credit card, remittance, EFT,��rox, at��������it payments
for the City of Redding. £
, �'�
Functions
The payment processing functions consist of:
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 vendor will require standard Change Management.
B. Apply daily all payments received to customer accounts.
C. Apply partial payments based on default rules in eCIS+.
D. Perform daily reconciliation of posted payments to eCIS+with bank deposits.
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 10 of 20
E. Process and report all Not Sufficient Funds (NSF) payments, unidentified payments and payment
_ exceptions. _
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. Establishment of inerchant identification for accepting credit card payments.
B. Establishment 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.
� •-. . •
1 Uploading payr������'��ui������eCIS+and posting payments on customer X
,
accounts ' � � �, �
2 Processm�����nents that are rece���z� with invalid account number or no X
account r����er
3 Handlin���yment exceptions for s����h a valid customer account number is X
providec�
4. Create exc���,�ns for payments in file that cannot be posted to eCIS+ X
;
5. Processing c�����r���r��,�'�;card pa��a���� ,,.:.. X
6. Processing of re���`�`����t��(ba��'+����t�'�r����nts X
� 7. Provide contacts and requirer������for prefer�����ank account arrangements X
� .�
8. Establish all merchant id, se�����'nent and depo��t�ry bank accounts X �
Fil� all paperwork&acquire���rtifications for��+���ptanc�of credit card
9. , ; X
payments '
s��, , ' /;,� ,
�,., ,��,
VI. Collection and Dunning Management s� � ' }
� �
j 3
Overview ` � �
� ,;
Vertex eCIS+will support management of������ue���of Redd�������ount��'��eivable amounts in
accordance with the collections policy and p��cesses.�`���������fi�of the t�c��►agement of Dunning
>�„ „... ,,
schedules,the initiation of collection events daily/weeklyJmonthly (as re����-ed) aging of�ast due
f „
accounts and coordinating with City of Redding's selected collection ag�r���s. Y °
� �,
,
��
Functions � �'°���
Collection and dunning management functions consist of � �, `
5 y
�
A. Generation of past due notices
B. Work request items for manual activities
C. Generation of d'+sconnect and recannect orders
D. Creation of write-off transactions
E. Assignment to third party collection agency
Responsibility 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
.
y -.. .
agency
3 Assignment of delinquent accounts to 3�d party coilection agencies in X
accordance to the defined dunning schedule(s)
Management of account data placed at 3`d party agency including the
4. communication of account data or baiance changes&the acceptance of X
payment files from the 3�d party
5 Model and configure automated collection process including notices, late fees X
and disconnection
6. Define the policies and rules for customer disconnection X
7. Input configuration����� w�,;t�b�,d debt write off � X
8. Establish disputa��'����r��`�r5t������t disputed charges from collections activity X
9. Initiation of c��������i'n batches to �c��i;�ace delinquent notices or late fees X
Processing c����connect notices to���mers with past-due balances based on
10. City of Red����collection rules �,�;�,'� X
11. Monitor C���f Redding's receivabl�� �,� X
12. Provision ����nthly aging calculation�and view of aged receivables by account X
,
13. Manage 3rd F��� ,collection agency relationship and performance X
�, ,
� � '` ���t s ' s �
s �, ,
t„
VII. Reporting }�' � �'
r �
Overview '
Vertex will provide City of Redding���ess to the id�����ied c4����n and Vertex standard reports through
the Nexus Report Portal. City of Re�r���-��u����i,�blder��������f;a�nd security wiil be determined
� ,�, � ,.
during the implementation phase of th�'��t�����."�` ' ��'
�.
,
See Attachment 1 to this schedule for complete l�����CIS+standarc��,�ports.
r
Responsibility Matrix �
���r � �
�
y ,
.
, � •, .
1. Define portal configuration >;;�.�� , ,, ; � ,� X
2. Design and development of custom reports � ; s , S X
3. Provide requested user mapping standard and custom�eports I���������"rtex X S
for creation of folder structure � �,��, y,, �„�' � �
�
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 collected, biiling adjustments,taxes biHed and collected, and outstanding
balances by customer and service point. �
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 12 of 20
Functions
The accounting and general ledger 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 summar,����S�t���f���r���„��.s�utput file X
2 Provide list of,��'����ction types re+��u��'�ng City of Redding GL account X
assignment ,�;;` �
3 Provide sp���i���City of Redding ledg��%��ccount numbers to which various types X
of charge���assigned � '"�
4 Assign GL����s to individual A/R line items in accordance to City of Redding X
provided G������s
5. Provide mapp����#��c��it���,;,Reddin ��������ng systems X
Provide calendar t`�"'����„���dat����+��������nsure timely and accurate
6' month end close � ,,�����x ;,y,�� X
Provide calendarized revenue���orts in accorda����with agreed to month end
�' close timelines ��: �� '" X
/
j
I l } LL. } j', '' ',�:
IX. Customer Self Service ��.,�, � �
t
,
Overview � ' >
� � � � .
Vertex will provide customer self service capab��������existing City:����ddin��;ustomers through the
following channels: �, „ �,..� `'
�
A. IVR(Integrated voice response) t , ,`
�
B. Web ; }
����
Functions � >� _ �'"��'�
, � , �,.,,�
Functionality available through the IVR consists of: '
����,�:. ��"
A. English and Spanish voice recordings t r , ' ''
B. Service request main menu and sub-menu options �
C. Calt routing to appropriate work queue based on menu option
D. Account look-up and access authentication
E. Billing account balance playback
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 call volume and outage recording and playback
J. 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 available 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. Abitity to link multiple accounts to one on-line user
E. Ability 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 enrol! in recurring payment(credit card or ACH)—if available through the City of
Redding's payment vendor
J. Ability to view ser�t���f���l�asage history
K. Ability to send��1���Lt�������`t�,r care center
L. Ability to c������i�r��ity of Redd�t����-ovided FAQ information �
�
,t:
� t��� �
�
� Responsibility��`trix
� � -.. •
1 Selection of������ble IVR r��nu option� ,; ,,, X
2 Definition of IVI�rr���I���,�ess������'��� ,, ,,,,,,,, X
3 Selection of voice talGe�nt for rec�������� X
4 Configuration of inenu/mess� ����scripts and u����ding of voice recording X
Web services to facilitate IVR���ount validati��y�alance and payment
5 functionality ` � X
6 Approval of call flows and recorC������ � „ �; ,� s =r , X
7 Provision of customer branding for v���w��`�`1�f serv��,,, ����� X
8 Configuration of web site with City of Reddin����tling X
Web services to facilitate web self service a�����t validation, b���r�ce an�#
9 , , � � � � X
payment functionality �,,r %� �,�� 3
�,� ,
10 Provision of FAQ information for disp��i���n web����, � ���'t°�� ,�,, X
11 3rd party payment vendor management �"��'�����" � � �_ � '� X
12 City of Redding corporate web site link to self service site 3,�K'' �:� �,
13 Hosting and management of self service web site j X
�
,� �,.
$
X. Interfaces and Custom `�� ,�,,,. ���'� ���
Overview
During the Model phase of the implementation any City of Redding specific programs or processes
will 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
hours will require use of the change control process. Proposal and 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 ,
s
C. Back Flow '
�,.
D. Credit car�����`�r`and interfaceh���f payment screens
E. Special ���o�mic Development f�����
F. Bad De���'nd Bankruptcy �
G. Credit ����bility Screen
,..
H. Propert����,h
�,
Reports ��� ' , , � �� ' ' � , ,`�
���,��'� � �
City of Redding wil! ident��'y'i��cessar������m rept���uring the modeling phase of the implementation.
Requirements will be gathered and���City of Reddi���ill be responsible for approving design.
�
s
,
Interfaces � � ���
,
�� 3 ,
Vertex wiN provide up to an additiona`I������,��,�`��anal����������ment,testing and implementation
of City of Redding interfaces to address new"(�r more,��ir��lex interf���� Any additional interfaces
beyond the 500 hours will require a change reques�����entify the ad����onal work effort in accordance
with the change control process. � ` '
4 i .. F �' .', �..
The following interfaces are included in th���i�e Hosta���������}��'pleme���w��on Fees set forth in
Schedule A-4 exclusive of the 500 hours noted above: �, ������ �` ' ��
f
A. Financial
�
, �
�.�,.,,,.
a. Accounts Payable , , s
b. General Ledger „ � '
s,,.K �
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 will be published with the defined release dates and functionality included.
Discussions with City of Redding regarding impfementation 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 will 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�c���`�t������ment in support of the eCIS+ platform and associated call center
services during the T���`���`���i�Agr�����t.This IT Infrastructure Management, Maintenance, and
Support, consists����viding minor en����ements within the IT Infrastructure environment and
application man����`ient, maintenance a���upport.
: ,
Functions ,.� �
Functions cons��#�;�f all routine tasks reasonably needed to make the IT infrastructure and application
components ruri���,esigned and intended, consistent with their respective specifications and
u, �
performance stani���t���h���t���tine ta�l������st of the following:
, } , � ,
3 5
�,� ,�,
A. Provide overall server and o��'��'�'i�ng system���port and management. This consists of setup of
monitoring processes, pat���anagement,s����m interface management, software release and
licensing management, inv��itory managem���and technical architecture documentation
, ,
maintenance. � `����'�
�
B. Provide the management, cc�����r�����a����up, d���������`���n, management of read/write
�xs , , ,,
performance, and monitoring oft����t��`�`a stor�������syste'`r�[�� ,,"Backup/Recovery Management
and Media Management" consists of the ac�������s necessary���ackup data on a regular and
routine basis, retain backup copies for t������aisite time an�l�'�ange for and store the physical
s
media containing the backup data off���� �; '� �
�.�� .
C. Perform all tasks associated with tt����r�lem�����ion*,��'����'g adm�����ration,and management
of appropriate monitoring tools to ��ovide ong�i��u�������1�ility an���rformance of the IT
infrastructure. l
D. Provide the installation, maintena�nce, upgrade and monitorm�,����BMS s�������ind instances.
It also includes database administration in support of applicat����t�����, ��`includes
maintenance and support of software tools used ta',��ppor����������a�se environments.
E. Provide security services consisting of vulnerabilit���������'�l�t,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 complete 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 servers. 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 Ir� �����,Incidents/Service Requests Table
..
� . .. r . .. . -.
. .
Priority 1 (P1) ��,, �mergency: } 30 Minute Response 30 Minutes
' Critical operation or��ction of 24 Hour Resolution
,,t the system has bee���lted.
�,�
� Citiy of Redding and/o�`Ve�tex
' ,��ersonnel who provide
'����t�ess���ess sup�crCt�-
,
E����������syst������,�����:r:
has a Critical ir��,�i�'t on City of ,
Redding's bus�`i���s operations � �
„�� �
or the provisi���f business �� � «
� process suppc5��y Vertex ,''�, ,;�; �� �
Priority 2 (P2) CriticaL• � 1 k����'������se 24 Hours
Daily operation of t�r������m ���c�iness [���'
can continue, but some �;� �'esolution '�
significant component has b��� ."�
�
halted. The Application ����� �n � `�� �� ,
i ,� , �
functioning as defined�"!"��
� � �
system operates and piri�cessing� `„�„},.. ` ,y
can continue, but is severely }
, �
restricted.
Priority 3 (P3) Restricted: 4 Hour Respor��+� , �����« �i�llhen work starts
All Criticat components of daily 8 B���ness [��� 4 , ' ` and upon
operation are functioning. City Res�r�t��`�� ', ������' ��� completion
of Redding and End Users can Ya
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
.
� • -. . •
Hosted IT infr�l���r��re Ma�����nt
Maintain s����=e configuration;����bleshoot and support Server OS, utility
1 and base����t'iices software for curt���, new and replacement servers X
accordir����reasonable standards����owing the Change Management
,�
process r,�
2 Maintair����d support Server OS, utility and base services software X
componerr�� �.g. patches„�and software upgrades).
A i Server�''�� ������urit �
pp y � � , �r���,������� other changes and updates per
3. vendor and Gty o��'�1'��ng sp����tions ai����siness need following the X
Change Management proce��� ��`� �� �
4. Provide and implement mo��'��ring processes'����/or tools. � X
� �� Backup Recovery�and Man���k nent ��� �R ��� �� � � �
n ��, � � ;.�
5. Schedule, perform and monit�t�"��ckups��,��'�ned �����`�z�l�. X
6. Coordinate off-site storage func�����������irizat�c�������,�u+����;etc.). X
Performance and Capacity Management ' ; } f
7. Maintain capacity plan based on requireme�������.g. users, nev�,�,�ps. etc.). �X
8. Perform system performance tunmg „ � ' ��` �� ��� X
Notify Enterprise Stakeholders of Pla�'�#�� an����plannecl����ges p��
9. procedure. t ; ,_. }. X
,,., �
�„�.
�� ��� Security Services � ,.; t,.,
10. Approve security administration requests, consists of new users,t����te us�r�� } . ' X
changes in privileges, etc. �,,,��,;'.,,���`� ���
Application Maintenance = a' '
�
Resolving abnormal terminations and correcting errb����;�'����d''�ata,
11. consists of rescuing production systems and performing such 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 responsibility for each X
issue until it is resolved.
14. Monitoring patches and fixes for applications, 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
_ � � • -.. , . .
` N�twork Management
16. Provide 24x7x365 monitoring of all circuits. X
1� Provide notification of service interruption to designated City of Redding X
. representative.
XIII. Service Management
Overview
"Service Management" is the��[�ction of sourcing, managing and integrating service delivery across the
combined City of Redd�����t������'t�.,ams. Vertex will provide a City of Redding Executive to work
.�,
with the City of Ret������'�unterpart��t}��nage the work effort of the combined Vertex and City of
Redding Support�����`�� _
, '
Functions � '���
The functions���ervice Management c�i���ist of:
A. Initiatir����nducting quarterly meetings to review the budget and plan for the remainder of
�,
the fiscal����- ;
B. Initiating/co�e�����t�����r`�atiora�������"��m meetings
����.� ; >,
.,n li � � � �.s� ��
C. Conducting periodic service J����rmance r�`�,��rv meetings
�
Responsibility Matrix ' � '
�h;, t.� � � �
1. Serving as the central point of co�a�������ll ser����,�+��iv�i�ji°����ted issues S X
2. Coordinating individual delivery activities ' ' X
3 Incorporating Change Management and C���1�5nications Mar����ment 5 X
processes to effectively manage the se������very '' , �„�
Performing project management fo����t�mg'���relopm�f�����`servi��
tr � �
4' delivery initiatives s S X
5. Periodically monitor delivery and project progress based on ma�o����estones X
6 Periodically meet with business unit management, delivery man���rs ar��� 4 � S � X
project managers to review findings and recommendations 3
7. Approving business cases required for new pro�ect� ;, ' X
�5 � � h�;`n`t fr . � . ?' � "f.
� '� � � ��� �; �� ������s �.��*� }�� � ��,� �� s�� ��,�'� ��, � �� �
�� Provid+ng�comrn�nicat�o�ns�mar�ag�ment�,wh��h��o�n��s�ts�°�� ���.��>��� ���� � ������`�'�`��„:�,a��,
�. � ���,..;�. ����. ��r �_�� �� �h���
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)
- � �`����� '`�'�r� q��'-�� ` � �s s`��Sa�,� . ��,�����.-� "'ay�+��,§a"�,��,��� ��,��,��.��.�x��` ,��` �r�S����� i�°`���
,�� �� P�r�ou�din�r�sk�r»anagement�whrch�co�ns�sfis�of, ����������� � ,�������x� � � ���. �r�� � y �a;
� � � � ��
� �.� ���r� � �.. � ���H
10. Identifying, analyzing, and responding to risks S X
11. Tracking identified risks, identifying new risks, execute risk mitigation plans X
'�,;,��t�.�T��v�U1�g�J���1"aVIC��Le�el Reporf�ng��1�/h��1�1�'��(1$$t$��f'�r�#���"��`����'���t .,�����`�������.,��,s,����'��'����
03 Redding Vertex-Schedule A-2 -eCIS Hosting Statement of Work Final Page 19 of 20
� • -.. •
12 Producing reports required to confirm performance with respect to the X �
Service Levels
13. Providing management information and recommendations for service X
improvement
14. Timely document approval within signoff period required X
s
��
�
},
,
T,i%
lY }.�l
)
1
l,
1 1 � 4
; l}., t i 1 l
t
l"� 1 �
,�..»�., i t
5
il /l
}
( }. /
/f 3,
3 U
}. / tt r 3.
w 5
1
t
ty l
}
! 1
t 1
�� .
,'�i.+'''� 3i .1
� }
y
1t
,,,�.,� i 1 '
1
t
1
i
Y
} ) pL.
}
S:;
03 Redding Vertex- Schedule A-2 -eCIS Hosting Statement of Work Final Page 20 of 20
Attachment 1 to Schedute A-2
� ,
/� 3" � ,,:
�, �
, ��� , Reports
,
� �
,
� ,, To The
;,,
'� Outsourcing Agreement
,�
�;: > t
��� �i � >,
,
� �.,...,: `��t�+���etween
;
S3 ,
' Orcom SoIC����ans LLC
,,�
� �
, ,
��i;� �
t
_ ,��°�if Red���c� ' t�
� '
f
,
�
, � ,
� s ; t �
� s � �t
, � � t
� ,
if:t.
S
�, a„�}i.:.
tf
�,
� ...
5
S T. t r
} ?,u
t 1
� }
�
The following table 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- Report Common Interface File Exception Report
Aging Report Contract Balances Listing by Account
Aging Summary Total Page Contract Balances Listing by Fixed Charge Code
Allowable Installation Configu������t����� � ' Contract Batch List
Allowable Installation Exce������t=e�port ; ', , County Sales Tax by County
Bill Image (Plain Paper) �' � 3 Create 95.01 style G/L interface file (cash)
Billing Exception Repor� , Create 95.01 style G/L interface file (sales)
,
Billing Exception Report }�gency Payments �„'` Create Test Report
,.
Billing Exception Repor� ���sed with Readings Credit Balance Refund Print �
,,
Billing Exception Report ����� Bill Tot�J� Credit Refund Print
Billing Exception Report- Hig�1��,��t���t��v(r = r � ' ��stomer Alpha List by Name
Billing Exception Rpt.-Zero Currer�t�Read/Est����'e� �����mer Alpha List by Service Address
Billing Report(Auto Write Offs) ' � C���mer Alpha/Service Location Listings
Billing Report(Bad Debt Adjustments) , �!��sit De��il History Report
Billing Statement f ��posix#����
,
s , , .
Budget fxception Report �"�� Dep�������un�°�.����
Budget List Q� r�s`its by Acco����; Report
�.�r
Calculate Customer Credit Ratings ���iosits by Dep�����ode Report
,
Capital Credit Balance Report � ���`;Transfer L������ '
�.,� �.
CAPP Detail Report-Equipment z�� Er��#���/���i��,���e��Balar����Listing by Account
CAPP Program betail Summary Fee Entry�List
CAPP Special Pricing Report File Dictionary Techr�����%Conv���������ument
� �,
Cash Receipt Print Fixed Charge Billec�����I���,���`�t
Cash Receipt Print(Exception Report) Fixed Ck���ge Bi��������,��"Charge Code
Cash Receipt Print(Narrow Printer) Fixed Ch'��r�������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 Billed (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 Report(cancel/rebills)
04 Redding Vertex—Schedule A-2—Attachment 1 Reports Finaf Page 2 of 3
G/L Validation Report Print Billing Totals Report (contracts billedj
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
fnstallation Attribute Maint. Print Cash Posting to Bad Debt Accts. by Agency
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 Balance Report
Meter Read Edit Print Deposit Balancing Report
Meter Read Post Listing Print Deposit Out of Balance Report
Meter Read Worksheets s ��� Print Errors Only Cash Edit
/�� , �,.���� `� �,
Misc. Charge Billed List by�����i�'t �� Print Final Cash Receipts Edit
Misc. Charge Billed List t��'��Cument ID � Print Final Cash Receipts Edit-Closed Accounts
�w
Misc. Charge Billed List���ievenue Code , Print Final Cash Receipts Edit- Errors Only
, �
Misc. Charge Unbilled L���y Account Print Final Cash Receipts Edit-Totals Only
Misc. Charge Unbilled Lt��`�y Document ID Print G/L Validation Report
j,
Misc. Charge Unbilled Lis����i;evenue�Qde Print Pending S/O Listing
t
Misc. Charges Billed (By Accot������,� � } �� � � ���,nt Premises which are open for account
�„ ,�
�.s.>=
Misc. Charges Billed (8y Document IDj ���`��,ProgramJPath/Language Maintenance
�.
Misc. Charges Billed (By Revenue Code) � �� Pr�'��SalesJournal
Misc. Charges Unbilled (By Account) � P����Statist��s Report * by Cls/Utl/Sch (detail)
,
Misc. Charges Unbilled (By Document ID) � , � ��'rnt Sta�������,�pt * by Cls/Utl/Sch (summary)
Misc.Charges Unbilled (By Revenue Code) � �,�,,yr,,�.,.�����Prin������tics������rC * by Dates(detail)
Notice Letter List P�����tatistics Reps�� * by Dates(summary)
Pending S/O Listing � ��tt��Statistics Re�S����* cou,nts(detail)
Print Account A/R Balances P�`��#,Statistics l����rt * cc��1"�s (summary)
Print Account Balances Report '" Prit��'����������port *���utl totals(detail)
Print Account Out of Balance Report Print Sta�istics Report ����/utl totals(summary)
Print Aging Print Statistics Repor��`��ax tot�I����"����
� Print Billed Fixed Charges Print Statistics Rep���`'�������`'��summary) �
Print Statistics Report * utility totals(detail) Revenu���ansf�r����I���teport
:
3 t� .'
Print Statistics Report * utility totals (summary) Revenue"�������"'�tate 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 listing Summary Group Billing Report
Rate Schedule- Print Tax by State &County Sales
Rate Studies Preliminary File Print Tax Exemption 8y State/County/City Report.
Rate Studies Summary File Print Tax Report by State &County
04 Redding Vertex—Schedufe A-2—Attachment 1 Reports Fina) - Page 3 af 3
t s
���l���j s t •
� s
�?
s;
i i,;.
i y�
�
1} �
t 1 � X � � qp
+L+ � � J =
�
� � H �
M t � , ��., � ' � � �
S e.� �
Q `_;..:��, ` ���< i � �
� � � , N � s � � �
-p °i � `-' m p a O
GJ � � �� � , N / +,�+
v v t � � V
�/f �
•� �; � �„' GJ
� L � s� � � .
� y: � �
. � � , , �
,
l
}
y 1 �j r
,.
� � t 3
}}�
t.�..,.
J,,
l
/ �
t lllt
� l
5
.
.
. � - . . .
•. � • . . � - .
� - . . . . � .
1 Inbound Telephone Percentage of calls which The total calls answered in 30 80% of inbound calis 180 days after
Contact Service are answered by Cu������' seconds/Total Calls Offered to answered within implementation date *
Handling Level Service Repre$�������� _} ���ents (including abandoned) thirty(30) seconds �
(CSRs) withi����v�conds �
2 Inbound Abandoned Percenta����total calls T��``t�tal calls abandoned/the <=5% 180 days after
Contact Rate resuftin���,�bandons. ta����alls offered to agents in implementation date *
Handling ''' t�+���onth
3 Inbound Average Averag�'�'�,eed of Answer of Nu'r'�iber of seconds that it 40 seconds 180 days after
Contact Speed of all Calls����rered within 40 takes for a call to be answered implementation date *
Handling Answer Seconds " ,� , � � �� � �
4 Inbound Call Quality Quality Assur���� ' �������������employee per Met/Not Met 90 days after �
Contact Monitoring ����� s� ':�f��nth implementation date *
Handling 4
5 Network Network Percentage of network � , Network is a���)"�ble 99.25%of 99.25% Implementation date
,
Availability uptime across a 7 x 24 � the time
period (excluding scheduled ; t
t � ,
� �
downtime) ' � `
�..
,
6 Network Network Average response time 98.0% of resp���`�s in less ,F98.00% Implementation date
Response (measured via a ping sent at than or eq�1�1�� .5 seconds
Time 10 minutes intervals) (500 rr����������ds) t
�� �
7 Customer Availability Percentage of CSR Access Tot�����t acc�����T��������� 99���a�'/ Implementation date
Information (availability for account time���ess schedu���� .,�.,�s ����` �� � �
System enquiry and update) across downtime) ;
�
a 7 x 24 period (excluding '
,,,,
scheduled downtime)
�
*During baseline and annually thereafter the parties will evaluate actual service level achieved,and adjust the perform����t'����Y�����5n achieved performance using the change control process.
If Vertex fails to achieve one or more service levels for three months in a row,Vertex will perform a root cause analysis 4o t��„�q����`the cause of such failure(s).
Vertex will report to Client the cause of such failures,and will implement changes necessary to address such Vertex caused non-conformance.If a failure to achieve service levels results from causes beyond Vertex's
control,Vertex shall recommend changes via the change control process.
Note: Vertex will utilize reasonable efforts to address non conformance in a timely manner. If Vertex is unable to resolve the service level failure(s)for six consecutive months then Client has rights to terminate the call
center services without penalty or seek payment adjustments through the change control process
OS Redding Vertex-Schedute A-3-Service Level Matrix Final Page 2 of 2
i..
/1 s �ti t ,
t
s i
s
S`
ti
' Schedule A-4
}
�,� , s �,
Pri����
# To �`�e
t � �
� �
}
Ma���� �����es ��#�����nt
� � �
By and '" �reen �� '
��
Orco� ��►�+�tions LL�
�
� An+�f ' � } ` y y
City of Redding }
t �� �m
, t,
� , ��sr
,� ,,,
�t ,
,.
1. Fees
(a) The City of Redding shall pay to Vertex the Implementation Fees set forth in Schedule A-4
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 b� ��r��� ����I passed through to The City of Redding at actual cost on
s� � �
Vertex's inv���� ;�� �
� , ,, '�
(d) Project R,�'��,�shall be invoiced jb���rtex and paid by The City of Redding in accordance with the
applicak���s,�ffort performed un���,the project rates. Such project rates will be separately
charge���'ru specific approved c���ige orders.
(e) Price i�'���ed on combined eCIS+`hosting and call center services, as defined in Schedule A-4,
being p�t'����ned by Vertex.
r��,�� s
(f) Pricing is b���� �� �����nes ��������� Hours and Minimum Number of Active Accounts)
provided durmg��lt���'`°�iliger��� ,,�"volum��=���ctuate from those baselines the change control
process will be utilized. > � �"� °
�� � ,
� � ��< <;
, , , ;
(g) Unless otherwise specifical��,�greed, begmr����on the first anniversary of the Effective Date,
Vertex will increase the Fe��n an annu������'s with��f�ct from each anniversary of the
Effective Date as follows ' }' r � }
• In respect of the Hosting�����'�����Montk�����e set f��r��below such fees shall increase by
three (3j percent on each annivers�����nd
• For all other Fees and rate card��l����crease shall u������the percentage increase in the
Consumer Price Index for All��`��'�i���sumers pu����,�ed by�l�� Bureau of Labor
Statistics (the "Index") in����cedi����elu�t����,�iionth���rfi�d ("Indexation"). The
� applicable increase shall be�alculated �r�������"���at avail������igure for the percentage
increase in the lndex at the beginning of the last month ����ie previou�ts�telve months �
immediately prior to the applicable anniversary. Notw�����andin��#�'����going,the
� annual Indexation applied to the Fees shall not excee�����,������en�year.
2. Form of Invoice } � ,
,
�
Invoices furnished by Vertex shall be provided in a �forirat� 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 bill.
0&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
Services 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 with i��1����i����on, maintenance and management of MPLS are not included in the
Pass-Throug� ��������'�ir►t�����t forth in the Pricing Tables.
„�,,
Pass-Through����'hses are identifie+���d listed below:
�
• For����'`�language translation���rices
�
• Po����e and shipping charg�� `�� � �
• Lor��'�stance and othertelephony charges
• Misc�����eous implementation charges, if any
• Equiprit+������r�����ring Imp���������ion for cost of connectivity
,
• Monthly/�t��"�fi���'��`s�or������on������,ity
,
• Implementation and or���i�rg operations��`�vel and living expenses
{.4
(b) Additions or deletions tt� �`ass-Through E,���nses shall be addressed through the Change
Control Process. ' �
� ,
, �
�; � �t � , �
,; �
;:
.� , ;
Sl / ,
I, t
I
1
t t J
1 \ � 5
l
„ ��i
1 l
t
;,;'K` ir,l } -
, lz
1 i
�'.4
y
y
y
� „
sl t,'
y 4 ��,
�:`
06 Redding Vertex—Schedule A-4-Pricing Finai Page 3 of 5
PRICING TABLES
During the Initial Term, The City of Redding shall pay Vertex for the Services in accordance with the
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:
� u
�`��� M�lestone � � � � }� Amount
. Y. ;`�ek. � ,;4»�,�
. .i��, .. ,�, .....v��r...�. . , , ,s ... �, . �,. .�. .�L.. ..-
At Contract Signature $50,000
Go-Live Sign Off $50,623
Total $100,623
,�, � 3
VPN Connectivity � $4,000
::s
,�<,
3 MB MPLS Cont������iityset up ;� $40,171 �
;�
Phase 2 Call Ce����r Implementation Fe����iall be payable as follows:
, �
�v.,»..
r
.Mitestone ry�
s
; � Amour�t:
Training D������c������� >� ,s } $10,000
t,.
Go-Live Sign 0�`�_���� . , . ' � f ,�� $31,403
, Total �; $41,403
,�.;
,;.
,�
3
5 ,
Hosting Services Implementation Fe��,�t���1t����'�able a��'�'�������� �
tS/ 1 9. 4
.>.r��H". � r +3�`'
y
a o 4..
Mitestone :LL� able � Amcunt,
� � , _ , � ���.., � � � ,
Contract Signing Signed Contrac� � ��� ' �$500,000 �
Initiation Statement g����r`�C���ivered �� ��'.`263,118
Foundation Infrastruc'C�i�`�="�uild ����J��e ',������ $ 263,118
� Model Modeling Complete ����� ' ` ,,�` $564,353
Build Functional & Integration Testing ,; �` $68����� ���
Complete
,, ,
Deploy UAT Complete �; , , ; ;.,��`�'�75,000
Go-Live Sign Off Go Live Approval s $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
Average 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 call volumes provided by
06 Redding Vertex—Schedu7e A-4-Pricing Fina3 Page 4 of 5
Client, it is estimated the average monthly call 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. In 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 Indexation �:� � ��
3 ,
�i,� � �
���,3 ,
Minimum NumbeX������e Accounts 55,000
4 J�,i..'
Account Fee per��t�th , $0.91
Minimum Mon��}��1-losting Fee $ 50,050
s; �
>
MPLS Monthly���,,,
° �
City of Redding sh�������(�r�����,700 pe������for MPLS connectivity.This Fee is exclusive of the
minimum monthly ho��t������ � ' � �
} �,
� � �
��
,,,
;
, � �
, �= t
For 2013 ECIS License Only:
�
City of Redding shall pay Vertex a li��se fee for�h����al ye�����CIS as follows:
�
�� ; � ;
�1 �, f
E-ClS 5.1.9 Final Year License u«,, ;;'�}���,587�`� �'
�v, �
%�� Sl� 4`����
�� �
Vertex's year 1 Project Rate Card as of the E#�'��' ����te: �> `
�, t �
Fosition Ra#e t
�. _ �� t
Project Manager $175 �
', .
Programmer $175 � � � '�a�"'
s �
, �,
Business Analyst $150 , �
, ,
>,�t�
Tester $125 �' `�`�
,
Documenter $100 -
Trainer(CIS) $100
CSR Training $38
These project rate card rates will be separately charged from the recurring monthly Fees, and shall be as
set forth in an approved change order.
Q6 Redding Vertex—Schedule A-4-Pricing Final Page 5 af 5
Schedule A-5
s '� �
3
t 1� 1
4 , � �' �ours of Operation �
,
,
���� � To The
,
��
Mas�er Services Agreement
t' , ���nd Between
� y ; 5
} l
� � � �� � � � �°�i�rcom St�����pns LLC
s '} ;
s ' At��
� � , , ����
` C�t��#��teddir� ,
� � � �' �� �f
�,�. y ��� ,
�,. u,;
� 3
�:;
}� �,
,��
��� � �
�
� ,
� � �} ' � �
u � � �,
t
�s �
,� ,
, �
� ,,.
�
, ,
��' ' �
�� F ;
;t�t 3 �f �....
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,closed a11 major holidays observed by City of
Redding.
City Hall Closures- Beginning July 1, 2011, all departments at City Hall,777 Cypress Avenue,will be
closed to the public on alternating 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
Year's Day), Martin Luther King Jr. Day(3rd Monday in January), President's Day(3rd Monday in
� February), Memoria� [�������,Monday in May),July 4th (Independence Day), Labor Day (1st Monday
in September),����������r���i� t(last Thursday in November), Friday after Thanksgiving.
December 24�����t�se @ noon),����mber 25th (Christmas Day) �
*"Fixed" I���,�+�'ays that fall on a Satu����y or Sunday would be observed on the preceding Friday or
followmgsl��nday
4;
City of Rec���' will confirm annually fixed" Holidays schedule.
�,.
,
,�
,� ,
�
� t > �1
; .s } � �
,
t:
,
�
,
, ,
, , } �
,:,..
� ra, 7 t,F. �� .
l
1 /ll
�;S`
1 �
t
1
1 ��
....,.v S'.,
t �
;.
5
s}s �
t
03 Redding Vertex-Scheduts A-5-Hvurs ofi Operation Final Page Z of 2
�
1 1
},
� � Schedule 6
, ,
,
,
,
' Governance Schedule
s, ,
�
, t
4 j '� � �" i 'A
:.3y/ } '1 r^,
�r T� The
�
{ A����ment
,
t �
,
> �
, ' �����d 8�����,� � ,
}
,
Orcor� ��i`�lutions lC��,�
,,
s �
� ��d t� � _�
� � ��
� ,
t
The City Of Redding
F�� �,
�
�
, >
� �
,
,
,.
,,
3 �����
All capitalized terms used in this Schedule and not defined herein shall 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 str���4�res and protocols
■ GovernaC���ar��������`���onsibilities
��.s�� �.
,�,,,s
�.
1.1 Objectives(��'���rernance
�
The ob�ec����of these Governanc�����cedures are to:
■ P���de a set of guidelines,��eraction models, roles and responsibilities, accountabilities,
a���rocesses for the management of the relationship between the City and Vertex,and the
per����nce of their respective obligations under the Agreement.
■ Provit�r�fi�'��,����,����ss ofa��}�������throughout the Term,the parties remain aligned on
the realiza��t��►����S�t��ie b��������i�ene����pected from entering the Agreement;
■ Provide that issues or��t+��ptions arisin�,�� connection with the performance of the Services
are effectively and e���iently resolved,�t��i
■ Provide for centraliz���overnance of���t"Agreer�ent so that all governance issues between
the parties are dealt����An accord�����with���`�rocedures described herein.
' � ,
�« s { :,, .,,, s
2 Governance Operating Model �
i �' ��` �
/ %
1.2 Committee Structures and Protocols � '
s ; �i �
,� r
The Governance Committee structu�'�,���nd prot�����;����t�tmarizet���the table below
. � . - -. � ..
Executive Executive sponsors Annually Prov�'9��'le������t�`the relationship
Steering from both for��t'�����tl�ection,commercial and
�..�.
Committee organizations t ' ����t����`�performance, as well as issue
<��solution.
• Executive review of operations and
, service delivery
• Development of any necessary
improvement plans
Service Senior leadership Quarterly Vertex will present quarterly operational
Delivery from both performance metrics and operational
Committee organization highlights.
• Review quarterly performance and
preview of plans for the upcoming
08 Redding Vertex-Schedufe B—Governance Final Page 2 of 6
. � . - •. � ..
quarter
• Review Service Level performance
• Address any escalated issues
Operations Operational Weekly • The City of Redding&Vertex will
. Management managers from both review operational performance and
_ Committee organizations service delivery initiatives.
• Review operational performance
• Review Support Incidents (Sls)
� • Review Projects
�' � 1 • Review operational issues relating to
_'� ��` delivery performance
�� '
� • Review continuous
, y>
����� �
, �� �,�;` improvements/opportunities
, „<
• Review work volume forecast
� , �� • Review operational issues relating to
�
��.,
delivery performance
t 1 3
) � il J
5
2.1.1 The Executive Steering����ittee
,
The Executive Steering���rnmittee will rr����annual.ly or as otherwise required, at a time and
location to be agreed b���een the Ex������re Ster�����Committee representatives.
The Vertex Senior Executiv������t����'��iall h���������1'�����#y for scheduling the Executive
�
Steering Committee meetings.
The responsibilities of the Executive������ig�Committee���be astfollows:
� s ,
• Discussing long-term busin���'����te��� � '
}
tte�
• Addressing any dispute esca`f��te�d to it��t�'t`������ier boa���t�r teams;
• Evaluating the effectiveness of key initiatives to drive p���`��''mance i�n��+�'s�ment
� ��,,,�..,i,
�
• Ratifying revisions and amendments of the Agreemen�, "
, S
� ,
s �.r,,,.
r,'� , , ,.
, �,a.,.., v,��
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 call an
extraordinary meeting of the Service Delivery 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 shall have responsibility for scheduling the Service Delivery
Committee meetings. He or she will also have primary responsibility for setting the agenda of
08 Redding Vertex-Schedule B—Governance Final Page 3 of 6
the meetings. Material for the meeting shall be shared,where reasonably practicable, 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 ress��rce and planning(e.g. forecast management);
■ Addre��������'��t����t�����r issue escalated to the Service Delivery Committee from the
Rel,������hip Manager t��"�;��livery Leads;and
■ L���'��issing any other issu��'�lated to the Agreement which either party wishes to add to
s ,.,:5' } , i
���agenda of any Servic����livery Committee meeting or any other obligation assigned to
�'��ursuant to the Agree���t. �
�
�
„
,
2.1.3 Opera����i��/lana�e��nt Commi��ee
, ,
�;' }, �� ' ' � t
The OperaYion`s�jVl'anager�t�����ommitte���II meet weekly by telephone or as otherwise
,.
required, at a time and��a���ion to be agr+��� between the Operations Management
Committee representa����s. ��,��
The Vertex Delivery Lea��hall have re����r�sibilit�����cheduling the ongoing Operations
Management Committee������� ����t�r�she,�i�,����}���e primary responsibility for setting
the standing agenda as well�as���'���ting ac�������n'al age`ii���tems from the Committee
members. Material for the meeting sha�(���hared, wher��`�asonably practicable, 24 hours in
advance of the meeting by the Verte�����ery Lead. Mira�l��s fror�the meeting along with
action items and decisions must t���������participant���s��ter t���48 hours following
� �
ts � ,
the meeting. " �_ , 3 '
, },y;,:�° ���` j : .
The responsibilities of the Operations Manager��`�'�°t�Committe��ill be as follows:
■ Reviewing and discussing day-to-day operational matte�`�� : , t
■ Discussing and reviewing operational matters related���������ment and any problems
experienced in receiving and/or delivering����s�r�����,�i��`escalating as needed;
3. }� ;...e45, ,
■ Reviewing, discussing and where appropriate, ��S`proving 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;
■ Identifying continuous improvement opportunities and structuring key initiatives to drive
more significant performance improvement;and
■ Managing any escalated issues.
08 Redding Vertex-Schedule B—Governance Final Page 4 of 6
3 Governance Roles
Each Party will nominate representatives to the various Governance committees, and will empower
those representatives to act on its behalf in respect of fulfilling the objectives of Governance and the
Agreement,subject only to limitations 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 a�s�;�pllaborative relationship between the City of Redding and Vertex, with
mutual respect, � � " 4 »
���� ,,.�,,
■ Leverage Vert��°�����the City�5����lding's expertise;
■ Maintain d������� understanding at���ontrol through review and approval of key decisions;
■ Expect ind�����ials to accept clear ar���ull responsibility for assignments and to be held accountable
for outco����; t
■ Be hones'�f��!our dealings with eac�t�'��her, even when the message may be unwelcome or contrary
to our ow����,f interest;
■ Exercise cre�������and avo��l being bound by the conventional wisdom;
■ Be proactive fir������;i������'��blerr�,��j���;���management; and
■ Maintain strong cori�i�r5�inicatio���,t�`����facilita�����ervices to keep the City of Redding and Vertex
aligned on value and perform�����expectation�� r,
,
These Governance roles include � � ���`� ,
The City of Redding: , ` ���
,,
� , .,:.1��
�� ��r.
�.,,.,. %� t..� ,
��t
• City of Redding Relationship Manager: �
This individual will manage the day to da��������nship with V���s�c, hav�overall responsibility for
managing and coordinating the perfor����� ���e obhgatic����nder t�i�,,�greement, serve as the
primary contact point for commerci����u�es th�i�t'���������h�the/���ement including contract �
change control and invoicing and who�will act as th����rrr�a'ry conta����tween the executive
management of the respective parties. `
4��t�r`h..
• City of Redding Senior Executive Sponsor: , � }, ' '
, � t
This individual will provide overall executive leadersf�,��s�nd g;�������"to relatienship,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 will 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 including contract change control, invoicing and who will act as the primary contact
O8 Redding Vertex-Scheduie 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��t���#��dding on such topics as support incident management and review;
release plannin���;��`�����������quality control.
�
�
„�.,
=,z
�
, �
f �
,
f;t
�� �;�1
rt
4j'r
t � � y }
,,,'� 1„,.s /l.�`;�t .
y;,
i
s ''1
5
1
t . t �� ��
.*U,,.,.., ,� i y
y 5 ✓
; }:
y
l i
s � �
i t� t
4 (
t
� �
_ et.;��.�.v. ,L S
},
} ,
)�r
I
; �.
,+i;. � � i..v
�'1
}'•
..}
08 Redding Vertex-Schedule B—Governance Final Page 6 of 6
INSURANCE REQUIItEMENTS
FOR CITY OF REDDING CONTRACTORSNENDORS
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 property which may arise from or in connection with
the performance of the work hereunder by the Contractor, its agents, representatives, 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/������ ���r Failure to provide the insurance certificates meeting the
� City's requireme,�����Y�ri���i�f���`�5)�warking days may cause the bid to be rejected and the
contract awarc�����fhe next low bi�+�f
,
t ,r. y5 E
����'?
Minimum ���F�ie of Insurance
,
,:;
� , r.
Coverage sl�����be at least as broad as: �
;,
1. Insura�����rvices Q�ice Comm�r�al General Liability coverage
r 1 t t ,
^� >t,,,x . 5�. �
2. Insurance Servrces Offic����`�ring Aut��bile Liability, owned,non-owned and hired
, ,„
�
, :
� 3. Workers' Compensatia��surance as req��d by the State of California and Employers'
Liability insurance alo��rth a waiver��'��ibrogat��n.
� ,
4. Crime and Dishonesty Ins���� � � � �� ` � ,
«a,���
�
The following three items to fulfill the insura�c���uirement are���zied:
f ,
f `
� 1) Certificate �of Insurance; Cert,���� 1����ler shall b�,',�'ity o,� ��dding, its officers, �
officials, errzployees and volun���`, 777 �"��������,�t�,Red���;CA 96001.
2) Additional Insured Endorseme�nt this is s���.�t��'��`rom the�;����tificatz and must have
the policy number on it linking it to the po�icy because the C���oes not a���t`Blanket
Additional Insured Endorsements"; and ,
3) Evidence of primar�language either by endorsement or��a����`��s)�of the policy
typically found in the"Other Insurance"section,��the�c��������,�����'����
` �
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 Liability insurance or
other form with a �eneral a��re�ate limit is used, the �eneral a��re�ate limit shall
be twice the required qer occurrence limit.
Insurance Requirements\Contractor 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, fargery 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.
Deductibles and Sel����i��l�r��;��tentions
3 ,
<.
%� � t
Any deducnbl�����elf-insured ret���ns must be declared to and approved by the City. At the
option of the�'�"��, either: the insure���':E�all reduce ar eliminate such deductibles or self-insured
retentions a����pects the City, its off'����, officials,employees and volunteers; or the Contractor
shall proc��'`a bond guaranteein� �ayment of losses and related investigations, claims
administrat���'and defense expenses `�"'��
��,
�
Other Insura�� ovisiQ��
, ' � � t���
t,� i�l, } 3;
The General Liability���ari��Autom�����'�,iability���icies are to be accompanied bv appropriate
f;,,
ISO Primarv and Additional����red endorse���ts to contain the following provisions:
t.'
� � .;'
l. The City, its officers, ���cials, emplo���; agen�� �nd volunteers are to be covered as
insureds as respects: li���,��� aris�� ��� of ����'�erformed by or on behalf of the
� ,� �
Contractor; products anc����������� ��oper�����,»����� Contractor; premises owned,
occupied or used by the Contractor, or a��t����iles own��;leased, hired or borrowed by
the Contractor. The coverage shall ��t`�in no speci���imitations of the scope of
protection afforded to the City, its of�����,officials, em�����es, a�nts or volunteers.
� , �
2. For any claims related to this ����`�, the'�������,���i'ance���rage shall be primary
insurance as respects the City, ��ts officers, +��������;'� emplo��� agents or.volunteers.
Any insurance or self-insurance maintained by the City, rts a��rs, officia���mployees,
agents or volunteers shall be eXcess of the Contractor insu��t�e and ��� �i��"contribute
with it. } �
,
3. Each insurance policy required by this clause ���,�� 1����t�orsed to state that coverage
shall not be canceled except after thirty (30) days �rior written notice has been given to
the entity.
�
Insurance Requirements\Contractor IM Revised 06/OS/2012 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
;, l �
� Any insur��������`1�����ce maintained by the City, its officers, officials, employees
or volu{����� shall be exc�����r secondary of the insurance and shall not contribute with
it T���'�zty needs eather a �'`i�nary Endorsement or a copy of the actual poticy that
sho�� ��ie event sponsor's ��rance is primary ("Other Insurance" Section of the
pol���acceptable). � �'���
,
5. We ��;NOT ACCEPT endorsements or certificates with the wording, "but only in the
v,
l
event���amed ms�red's sole ne�li�ence."
Acceptability of tIn3siii'�i��f � } } �
s t � ;.:
Insurance is to be placed with����rers with a cur��;�A.M. Best's rating of no less than A-:VII.
}
Y �'
� Verification of Coverage ' `
,
� j :, , ,,
Contractor shall furnish the City w���"`��certific���, �f insura��� and original endarsements
effecting coverage required by this clause '���'�ndorsements �� to be signed by a person
authorized by that insurer to bind coverag��� ��`'behalf. All ����rsements are to be received
and approved by the City Attorney's offi�����'o���he pro�ect c,����nencer� ' :
� � � , � r ,
It is recommended that you fax this do��ment to ��u�<�����nce coir���y so they may prepare
the certificate and endorsements to meet City requirements. For mo��'iformation��antact Chris
Carmona,Liability Risk Manager at ccarmona(a�ci.reddin .�ca_us �� �� , , � �,��� �
, ,,{
,3 ,
, � ,,��.�
,
Insmance Requirements\Contractor 1M Revised 06/OS/2012 3
���� �
�����
.n ����
��
:
...: ,
. �;�� �
. .
:.... :.„,
�,�
:
�
.s��
.
..
°. ,. .� �
. � :
��� � `�.; „�:.. � �, , ° . : .
, . � .
�
� � �. . .. , � �. ,.
,. .,
w,.. , ��
� ���, :.,
�: � � . f.�.,����� , � r ,�.ri
�
« �
,,. � t
�..
� � �� ���� , ,t�
, r �
�. ��.,� >s >::
,. � �
�.., � . ,.. ��
,
���E
�
,..,. . � � t �s �„ ,�t,..
> � .�..
� ,,� ,K. . t: � �:
. y
�:.�
�.� � . .
a.
�
r
, f ;;, z i
;r
t }
t
�
„ ... �� � � � � � � � t.
,. �� � ���� ������
: ���
t $�
u { )1[ r
� t
l a
4 .1 31 s t. ,,,ztt.I,�s „ . .,,,. ��"£ t f Sb�,�G , ,
t l� '�t„ s r:. `...��:' lf t � �it �i'kt ' r� �3�;t� t2 '.N i�'
s �. kyr t�
,; . ,,:.,�<;, ,::
, �. .. .����.: v } t}
�,r: ,,,. . „ , . ul,')�
.. ...�, . . �' 1 � S }
S* $ 1
�r
. .,; .J,. ,i i �,
U
}
.. ,... ,. .1 3 ti .;., '.:�5 §4 ; t ,,, , ,.:., t F �„;�,t, . ,
,... , ,: �ui F�! }� {,� ,, 'f i.
j}���e'� s t� S 5 7. { ; t
.... 'i {� � i . . t ">��.,.,� i S �t 7 7 t} ..: r�, �, .,,.. �', . , .. ��
�.: {tt 3 s cr t ,;,,. , .„,.,;: 3 i t ; .,t� 4 t.3; �a '
..,....; , ;s :,,, , „ .,, „ � r � :. ,,, .... ,.
,.:. ..,,.„,,. 1 t. ,.. .>. -.f �� .>,„�.-,.,,<.. ;'.,.. , ,.. � r�' } .,t�s . ; . ,,, t ;.:
� 4 .� S✓ :} tt t t. c �, �,: . ..
?. :f ... ,..� �.c�.'k 4 ,,., , .� .,,., . .. � ,.,..;,
.,».n ,t.. 3 ,. 1 .e- U . ..'> '.':. ,,., .,: .,.,1.... i.. .. :: .., ..... ...,
�S 1 �S :��1'���s l t .� C
�..,:� 1. 3 ..°Z� s. ,,. '.s.,r.,. �. .:. . ,:...,�,,.,� �.,. ..,,..,:,
,.,.,,,. 1 ., ,,t, �.>, i Y .S ...��1 .,k ,, . . ,,::..., .. .,.,, . . . .,,r,
,,.,..:, :., ,,.,,.. F .. .,q„ {y 4 t ,,,,,,,, J „ , , � .,,, ,.�.,. sv.....
, ,,,,,... �S S ...�.«.., ,«.... 1 t ,.,.., .,�. :. i
.,, f�: ..,t,:. t�� �>. ..,.. .;`:�' `;i.. ..,. Si ...;;, ,,, f .,.,. :�t <, ,',.. ...,,... } ,; ,.. ,.,,,.
.. ,, � 1. . ,.... � `l. ., a ..�l .�� , �,. '; . ...,, ,,. . ..;,. ,,.„,.
.,,.� .( :C . .. Y S .,... .. ... ,., �.,.
.. ,,, t t ,:. �,:, 5.. ,,,. , ,.».. .... .
.. ,,,i 5 .,.. 5 h . .��
......a I �r . ..,:� .�vr .., ...�� r,. .. ,.:. „ .,. � tti7,4r, <..: ..„.. ,c,
�,} s 1' t ,,.>, ,.a ..�,.. t�'�, t t . � r,,,�8, , .. . .... ,.,��t �., tt,. ...��..� . .: ...�:..' �. ,<„.�,,,, t .,
,, S. „��, 1 1} 3 ,i,. . .,,,,, ,, ,1. t�.4 l ,..;i.. , ,..,.>..,4 .,5 ".�.. .... ,,..s, ,, ,,,, ,,, ,,,,,t.,,,�; ...,, .,,. ...> �..,:. .,, ,
5 L?3� :t � .l jz i t ��> r S y r f f
:)R t k` �:,:.:Y. '
y ��.5..� 3 S C�� t t4
," S 1 f � r �';�"' 7 �4S ,.. ,,,�., ' ,�; :' .;it` ,,,,. .,` :,.... ,� ..s. ,. ,,,;, � ?;.�,
} �.t. i '+:� ct2 ,G
t
c t t tt
,,,:.. ,.;, ,. .,,,
:�:} .:t � � ,.,...� .::,,,,;.;. , ,,,.,:i..,.._ .,.; ,,; „�- ,,. ,.,;:,�
} F l F S� f },� d l:�i. l i tSl)� ., .,,.�: r, . ,. ��. ,�, ,.: ,� ,�:: ....�.
l t � F l d .Y r ,.�;. 4 .S.S „�,... '� ...:-.: ;.:: .. ,. .,�,...,. ,,,,>,
�. � �,f y � az .r s t� ,,.;;�.� ,. �.,,... , �..,,. ��ss .,...,,s,,. .. �, .... .. �,,,,.� ':...: �� „�.,, t
3�; t t �sSs '� t� t. �„ ,a t
t <t t�, i a 1� C c F, },,:
�Z � .1 'i�... .. .�:,...; , ,�,.. „«:: '�. . . „��,
� 't }. t. 1 t �: . �,.,s. 3: � ; ,
t .i�'. 3 �, ... ':. . � , ,,; ��;,
..
ftt{ S s� �Y14 �azt`i3 t££�..4 ,., .. �. �. ' ,,,.<, �.,::,' .„.
i i>t z ..,��,z t t .t. tt�{�,tt 5 1� s ,: � ,.�,...:� � ,;, .;,-,. �.. . ,,. :.:.,,,,... 3 ,...,., ... ..� .:�_ : � ,
� � 1�� � s: , ..
�ia. r U44.. .� � s �. � ..,,,,.., ,.,, ..,, ,.,. ,.. .. . .. ,.. " ,,:e, :�,
t..E� � �S� s .:t�f3����zr 2z t . ..-.. �..,;ii ,„,..., ., ... <.�. „ . �,�',;.;� :
ua�\ t�£�3��� t s�3� t �3 },y, �
� �\�£� 4 t f�i t t?
: : .. '..�� ..
�k�`'£?�2��';> t Ftl�, t t.: ,�1 1 .,.,. .. , .., 1,. «r„ . ..,.,.::'. " „ ,, ,..�.�,
i �tt�,:.t t " ', �
i F S'� ..,.x,, } :i ,,.,. . ,,,,. „ ,.�,,....; „ , , .
t� S'iltti �475 S .,. Zd1 ,.yr F �� , ; ,, �a,�;..,�;i'. �,.:,�:. � . "..:,,.
�s. '..: ,,,.. :..
1�jS§ll\j s 't( s . �� } trt„ .t,� t;,:: J ,.r: } ,.,� ;.r.. ,,. �� .:::. . . . ....; �;.3;-
t rt .,,,.' °.i ; ,�,; i 3q;��j�t�1S sf
. .,. ,„;, ,. .,.
, .,
, .,,.. ,a,.:,,. �,'� ,„
, a.;.. :�.;< ... . , .:,;, . �`� s }r s�
.�� ; ;
� � t{ t
�5 Ss�r i
t � ii �f�s�btr
� 4 i � j t
J
�����t�}t1��i`��° } ' �'� �, � �
s � � i
.�,,.-. ':: �� � t
r�. SY F£ i t t � 7 . : '. .
.. 3v,, 5 1�`�v lf�f ':
t �t � i�r��c,{tt � }g 5�
�� i
s
t
,,,. i � �{�r 'jr
0
� t t � �
�,� , .. �.:. ,,. ,�i 1'� { �:.
,
�o..„ "" ��,,;�. '?
. . . . . . . . . . , . , , . .;., ti,z„� . } . . . '`. �., ,�'. ..;: . ;:
�
�
� �
�
� p �
�
� � � I
� � �
�
� �
��
� � � � m
III
C�v�r� ll � p�rad� �� �h� �cu�t���er �xp�ri+en��
vvh�en i�t�r��ctin� v�i�h ��ty c�f Ft�ddir�� �°�iliti��
. •
. "
. ,
.
� nf���r�d t+� pr�vid�e r � , •
�nh�n��d ��rvi�c�e� �c��
�urrentty a�a�l�b�� t� arur ' , ' •
���������� � � � s � M � �
�
•
• • • •
• f O • I • ,
•
e �
, . �� E- �� e�� Ad�p����
� I nd a��try-l��d � n� d�si�n �
l'"
i:
�nga��s �h� �u��� r��r � nd �
�
�
�
avE�a��E �N����s� �
. ir� E- P�yr�nent Ad�pti�n x'
` t
�
v� ri�u� touch �ir��t� within �
� �
th� ���f� rrr� �
p �
_.e..._..... �_...�.,.�w.�.�_ . . _.,..�...... Yi�.
��W�p� 6�� �� �..,MI��E% �d:m,� . di'
• . . . .,, �::v.^...
. . '<����ec�c,i��v���rc�y�:�r� re�;k��lt;�c«t lr�vc�irat"Ic:��c�<��,^.,ir�ir���E��ih��t
w�i�l livc.k.r(uv�c r„�sr �?C?��-%'C}%�'9
e
rl s� r I t#�
�
� Pap�r��ss er� r��lr��nt �ptions %
. � '
vv� �l en � e �he ����� r�er and l �
� � �.:." �.:.t::
���I �I���� � � I � L.A� ��� �f AVER��E iNCREASE
� � i
in P�perless Enre�9lment
. . �
;
;;
tc�u�h oin�s �ithir� �h� �
� t
t. �) 4.
t
J��L
.m,�...A_. c..�_._ .�„_ 3:.
�
fr
���� � ���fi� 1�
.
�� ��� ���4����� SA V � �� ���1 ! � � ��k�; f�cS�r��v�e�ar��y�� ;r 1 r���a(ks�rf�a Icrr�ft�xie� uk� �.i c�f
I���°r����°�C.Ic��ze�c�s�Yc�r�rs���ih��€(�}vv�:rrt I���c�n iP��� �.rl��Se�r�PrG���`�C}1��7
� � �('�D�� (€i)��n��ka[c;c��.a<��.���I���R��II�n�,�ane!ti[i)ht«�c��`.r°��,-.�Q3���s.����rla,,;~,��
k��Ikii�q�;cir��at�r��� i•��t��.a�i�r t«c�c>ii�<� �iv�w�ti�� I��vc�ic,��:Ic��,€�.
i Ii t I
�,� �I �vv � tians �ff�r a s�� m ��s� �� ������ t
p � �
��
�n � e�er�t �xp�rien�eth�t ���� � ���� t���
� � � ����
�� italize� �n self servic� � r�d ��� � �v�R��E ����EASE '
� � � � ��� ��
�ir� billing a�d payment ��:
• • �� related calls � t
d�[ivers r� � lto p�e p�yr�ent �
�
�
.
.
�
. �
{
4
��:
. . . . �� � ��r`'
��t� � �r��k� �� ��
IJ( ��� �� � ��,.1 p������ 1 4. ����\..1 �� ��� '"� F���.F•,c�c�i��INrs��ic�c�wa!�as�.l eai c�u<�trars���r;�t������u�r��V:Civca��r�car�r�?f�1.�xi
—?C��?1 ��t�e➢ir�tck�,��l��yrczvid�c��7;ayrc�ra��t r�l�f�r�c,<�IE d<a[� ir�tf�ekr ii�-si
1�'r�rs�r�i���c c�r�th�€c ��r���virxGd��ri;�t��c�r�����rtd fr��au Ir,vc�4��c,:�€c�€A��
•
��l�t�arr��,t�.;,F>€.c,f�vc,iy.
;������.�3�:, ����������
��r.e��a;���� nnvr�����
�srr s�
■ ■ i e,t��:rn',:�
�ri�
��..,.,Ma�:;�.ut� ���
�,�a:��:.
r,m
������u+°�I����a�"��.� ��`�I��11�.��1����?�N�����w���}�°�C�YICa C�t'IV�E Aa �rF,c,,�,f��r�:
,,�
�har���ir� bill p�r�esr b�hcav°icare _ _
r� � �
IMYELLlG��NT � 2 tfeit,�'�n�
GCFP9dAUNCATICkdS t�NdLRRdE,
�?����������N�������i�°����i n�vo I�v��s a I I�ha n ne I�c�r�d
re�rcal�e�araur�c�the c+astor�er• r��altichc�r�r�el "' '`T
�
f {,..'�-'��..FW"��e �
air L ..,`� ., �
in�aral���r�c�nychc�r�r��lsar�ci r�rrc�l�r�sarc�ur�c4
,*�, � � �— �, LNFw_����
a prcac��a�tP _ �r
� ��
������.����+�����'�'`������I��''��'�"�'������.�,�i'�'����I�'�� �C5�C1�II��C� .,.. ��r�r�� n��s���
�ca unicc��i�n�that�lri�r��ac�ic�n - ith ���,�,�,�
fricticsnle��bnra�yst� �c��y�rr�k��del��la `�'�'�,�"'; � �,' ���`
t''.�:R v�'.`
� ��� ��k�..
�11■
MYf
: �.: . � �.... �..
��������������er��+ar�e�r�+�r cli r�tsc�r�eslrrvc��y� � ��� � ��
c�rk�t lea rsx r���er hir� 4 :a�
��v���
,,��,�,�,.,
��� '
������..����.,�� ����.��k����,.����������i���i�����cr� c�rro�r frr�
����. ��������:�
���I C311 . �.:a,�r
.
�
� �Ft�c�s�on��curity��� C�rnpli�rtc� �
✓ PGI Level 1 — Merchant Provider � ��
� ' � ,�� � S���r�t� �
�' PGI Lavel � —5ervice Provider ; S��r����t����a¢�r���l
j; '�he�l�ctranic P��m�r�Ys�ssrre3at�rmn�
E
�' Micrasoft�lzure = Hosting and �
5ervices Cert
°� ��� , �
�✓ VISA Global R�gistry vf Service � , �
Praviders� , ��
� J � � ��
✓ Payment Application-Data � �������(�T
5ecurity 5tantlard (PA-DS5} E
✓ 5C7C1 Type II #
,
���;
✓ SC7C II Type II ` � �
s�
.
'
.
. . . .
. . . .
9
. .
.
.
. . . .
. _ , o . . .
. .
����
� �,,.
�
���
���
��-a°�,.r�
, :... �,
` ;� �;.�'"
<.. :. <.... . ., .
� � �:.` �.. � °�':, � � �;� �,� �'
�,; ... �� ,
.. �
3�...- �,�a��
,. . ,..
" � �„ .
,
. . ,,, ��
�,,�.:-. � � �.
.�. .. ,..., � ,�
' ` �' ' s f
.. .,'.,, I { i F
t ' i i .,.lu.�, � j
.,.e* . .., �
,,. . r.;" . t5',.,.
m :�... .,.��� ., ..�.,;:',�. .. ..,:�,.,.4t, .:r.,x . ..; `:, .., .. .. xx ,,,,,� ,
{
{
t
i,
t 't S . { , .r' �� . §Sjt
5 t v }t
:sd�.,. ., : }�
�,.
y . f .,., y .�'.�� y
,� �}r 3 � �:. �{,. , '
k1.
t {
t
F y i 4 /�
S „,rtl 133i�1�," � . ., ;
t �:t
{ 3 " t
4 , ' ��i itt
�
t ,. � i 4 e
; } {�.�r ;; .::� : . � � 1{F3 ti 4 5 4
.h.,r,,,a ' t : }4
...d�'; ., �.. .,., + t ' ) t 3 17
t'
tl 1
�... , ',„ t 1 "tk4
... .,:.:. ., �„ ..,kz .r�t ts � }r .,�„.:� ; s!�tL '<S '}` ..�; ,� r
...,,,: � v s
's... �"�1 t �F t4 }YYt �� s ,,. }s}`�{��4 S ��.;,,� S� t :� t
�F � 't� 3 ��� t 2� f ��: � yV t
�.
a , .�..'r s ..,�t }�'� � s �., � ss} :� t{ � r , , {�tt
..
, �'.i f ; . :�, ,,:� , ;:? t ;.. ,.`�.;,t,::-,. ....; . . ,.. S }z 'r., tt., , .. .,1 �. t ,. ,
�
,1... :� t:,t.f s.
t
i 3.. „ .., .:. . .....,,.,..� ��..,
t .., .:� �,:., ti c .. , .,:� �.,�. ,.�.., ' .,:�'
... . , ,�.;. ,. .:.. 4 .�, ,,. ,,,, ,�. :. ,., ) S ). � ..7 ��? 2 ..,. ,1, v,t ,: ,... , . .�
,. ; ..�� , , ,,,.�„. t �,..r ,�„l.z.r..1Ui ',,, , .,t, a, ,.>;.:.. , �., ., .., ,..... .�., ,�.:.
�:.. �s �... c ,,,, ,�., ..., �f4t.,� �, } ..:. ,.., . ,...,,.., ., .,��,.,. ,>... ... ...... .
�: ti , .z t . s ,,,,,, i .... .,, �t3 .$tt'.��`t .r�. i ..t� t;., . .�;.,,,,,,,. ., . „, ,,:;..0
: , ., , ...:�, s, :'t�}Jr )
� � r.�,>s,..,,'. ,,.,.,.<. ... .: .,,.
..... s t 4 > .t't ,,: a :�i .
�r r, . ...,:.,, ..i ts �t . ... ..�,; �s �,,. „. � �' :�.,., .,,,, ' ..,,,,,.
t i.;'
.,,, ;."�. � , , t �:, ..,.;.. �.`.. :., t .� ....., ,. ,;, t„, ., ....
.,.... i , ,,,,. '�s .., .,.,. �c �'S> >, .. ,.. ..t;..} „> 't «,..: ,.� .. .„ � ...�. ,,, .,,
.,., .,. ... t ... ,: �, ., s r .. . .. s >.. ,.,,,
x.
,. „„ c t , ., .��,. Yt i < „ .r; ''�
r 5
,. °
.,.... �t. „ 7 . .,:t r .:.;3 s , .,, , .�. ,,, n ..i- ".:... .,,�,. ..; , ,,,.. ..;.. ,. , ::;
..� F ., t :t� # ,.. ...:.. � t s...�# .;.,. ,.,.�, ,;rt<,,,,,, .,� .. :r , ,� :.
;>..> r 4 t .. ,,. -�' t ...,.,, . ....., d ...., »
,,,� 5 �;1 YF 1 } ,.>.. . �;: .. '..,... , .�:..\,,, ,.:.,:,.... .�.,,>. ,x.,�i ,.
,,,,,,.,, {... t �3? S��rt � ��3 <..- .1. s ,:: �.,�;,:�� . .. ... �...,,• ,,� ,, t ; , . 7 Gs
�Ss� t ���t
� _ ;
c � t 3 � t c�n� ,,, < "., .
, ,,
� ;,: i::,,,.,..,= r...: �
i:' ( t 4 .zl�i� ..,.; t ���t� ..,, ..J� a,. . .,.,.,,, ;.,.. .... . ,.....,. .; .. r.,.,: , ,.. . ,.. .:.
.,,�... ,.t :,: .
:��,.� t. t 4}i� t .� l § ,rr. .:�.� „.:.� ,.,,,. . .., ,...
, > } t.. t i t .....k ,n, ......,�,,. ,.,. :...,. ..,", ..�,..... e,,u: ,,,>. ,�,.� .:. ��.: .. ..
i `i 2 I§1. J� .a ., 4 � .. .. .,.,�. ,. .. ., � , n ,., t ...v:.., . ,..
, .<�.�, 2 1 f �. 1 4t 1) ,c„. ,t, ,, �t E '
{ }, t I i } �:Y'�d � S,„ ..n.t } . „ .,�:�.,, ,.,,: ;: � `;., .,:: .,,. ,y�,,,,�.. }S� .> ;..„.,. ::�� ,,,,�
� ?�zil s �, i 4 1 )� ttS N .);� .s,,..:. , „'.' �..t it .,,.�, .� . . .; 4„..�,. : „, ,., ,.,.>,r� ..„,z=
a. r 1 t S ���z ��td Az f1 s .,,..; .<„; ....,�,. ..,., . , . „ ,, ...,,,, ,�,
.:� t�3 4� '4 .1 :..,�,., ,.,,.,;�. .;,,,. .� .,:, ,.,,., . .,.., , ,
.1 s���a7 ='i ,. ��1?,,,,ti.... .i ,., ;:.r,;,�. .:. . . .:......... ,�. . .,. ,.�,', .::: ,... ., fu,, . , . .
. t .t.t) t � ��L,u£� C'�,41 ..�5. . t .�...,,,, .. .>. ;,,�,..., „,: ., ., „ �, .r,, . ... ,... ,,..,,. .,-1 �:;' „ ,.
U t Y Z �s ,�, t,'.',3ta}�s�k ,.1�. s ' .
t w i C ., \�4 ,.. ,.:.„ ., . - .a�., ^' ,.,�... ..>," � , i,.,� .,,.,,,. , '-,.,: � .;;.�
tSt �4 t 1 s :t���. t.i. „..,,. „J ' ,� ...,.„ . �.. .:".
} 17 s`�'4 t R\�1 46 �� .£: . , . .. .,�.
..s. R 7�l t .?����� � 5t ';:,e J.:s �r'. , , ,.. ; ... ,.., .,:,„. �. .. ; .
't.0, ������,�1�1C�t })i r � at 4 ,... - ' .,:s„e�,�F .. , .,,... ,
�S� ) k
\'�.������ .� � i � , i4r .,. .�.� ,
�dl{\ �., t .„t i� „ . ,. . , „ , ,,i,,,..;,: . ,..
�t 3>��. i ..; y y t ..� ,:. ' . ; < .,:.,,.s.�,�'
s� s� � s �t xt>t ?
i F 2 v..: .a�.;,3 , �ir�rT k�i` 4
. , ,�„;> .. .. .,,s>iF
-: ", ,,a.. ,x.crt�: . 1 �t
.:...,.. , .. ,, u y
i" „
� 4 r
> �.�: 'Y .3 52 i; t
� i Jlt�}�1� �y k it � r
i 77 st
1
t i
I
p�, 21 S��Z`� ' �' �� 3i Y �t
� ��, ,
4i { }
j 1
i }
•:, �`, Fi 1�4t��}4�t15f5t t141 li
�; t s f� }� tt SFt �
,
� fttr ys�� � s
t
' .i.�, } C 1 5�7; {
,�. ., ri� 5 f ��
�,,. , y
<<<<.�' ,,,, „au, ,'t .� ,._� �::'.
. . . . .. .. . . ,,,?..r,. ., .,�„,s, ,� , . ....,�.�...� , �.�,a., .�..,,v. , ,. . ..
�