Okaloosa County BOCC — 2013 meeting #1182 (date undetermined) — TriTechSoftwareServicesContract — reading text

a duplicate original thereof. 19.4 The provisions contained herein shall not be construed in favor of or against either party because that party or its counsel drafted this Agreement, but shall be construed as if all parties prepared this Agreement. 19.5 Whenever the singular number is used in this Agreement and when required by the context, the same shall include the plural, and the use of any gender, be it masculine, feminine or neuter, shall include all of the genders. 19.6 <A facsimile of this Agreement, its exhibits and amendments, and notices and documents prepared under this Agreement, generated by a facsimile machine (as well as a photocopy thereof) shall be treated as an original. 19.7 THE PARTIE’S ACCEPTANCE IS EXPRESSLY LIMITED TO THE TERMS HEREOF AND NO DIFFERENT OR ADDITIONAL TERMS CONTAINED IN ANY PURCHASE ORDER, CONFIRMATION OR OTHERWRITING SHALL HAVE ANY FORCE OR EFFECT UNLESS EXPRESSLY AGREED TO IN WRITING BY EACH PARTY. OKALOOSA COUNTY TRITECH SOFTWARE SYSTEMS DEPARTMENT OF PUBLIC SAFETY a Accepted By (Signature) Accepted By (Signature) Blake Clark Printed Name Printed Name Chief Financial Officer Title Title Moy Bt, 2073 Date Date Okaloosa County Department of Public Safety Software Support Agreement Copyright © 2013 TriTech Software Systems — Confidential & Proprietary Vision and Inform Applications Unpublished: Rights reserved under the copyright laws of the United States Page 14 of 21 ADDENDUM A SUPPORT FEES Support fees for Client’s current annual support term of October 8, 2013 through October 7, 2014 will be $35,551.32, Prior to the end of the then current support term, and each subsequent annual support term, TriTech will forward an invoice to Client for the annual support fee, which fees are subject to increase in accordance with section 3.2 of this Agreement. An increase in the TriTech Software licenses granted to Client will result in an increase in the Software Support fee. The remittance address for payments only is: TriTech Software Systems P.O. Box 203223 Dallas, TX 75320-3226 Option: As further defined in Addendum B hereto, standard Software Support for the TriTech RMS, FBR, and Jail applications is provided on an 8x5 basis. Support fees for 8x5 support are calculated at a lesser rate than 24x7 support. However, as an optional upgrade, Client may purchase Software Support for these TriTech Software applications on a 24x7 basis with the applicable adjustment in support fee. If this option has been chosen, check the box below: Optional Support Upgrade to 24x7 for RMS, FBR, or JAIL Yes J Okaloosa County Department of Public Safety Software Support Agreement Copyright © 2013 TriTech Software Systems ~ Confidential & Proprietary Vision and Inform Applications Unpublished: Rights reserved under the copyright laws of the United States Page 15 of 21 ADDENDUM B SOFTWARE ERROR CORRECTION GUIDELINES AND PROCEDURES (1) All TriTech Software Errors reported by Client employees shall be resolved as set forth below. Initial response by TriTech will be based upon the priority assigned by Client’s supervisor of the System. Resolution response will be based upon the priority jointly agreed on by TriTech and Client. Client will specify a central contact person at each System installation site and a Client coordinator who will be the focal point for all System activity. (2) If Client determines a Software Error exists, Client shall immediately notify TriTech by telephone, followed by an error report in writing, setting forth the defects noted with specificity requested by TriTech. Software Errors may also be reported via email to: CH _ ClientServicesTriage@tritech.com or through TriTech’s Support website. Note that Critical Priority Software Errors must be reported via telephone. The written report must be faxed or emailed to TriTech. (3) “Normal Customer Service Hours” are provided 8:00a.m. through 5:00p.m. for all US time zones, Monday through Friday, excluding holidays. (4) The main support line will be answered by TriTech’s Customer Service Department, or TriTech’s paging service, depending on the time/day of the call. During Normal Customer Service Hours, a Customer Service Representative will directly answer the support line, or the call. Afterhours, the call will be automatically routed to TriTech’s paging service. Any calls routed to the paging service will immediately be escalated to the Customer Service Representative on-call for prompt follow-up and resolution. If a Customer Service Representative is not available to answer your call during Normal Customer Service Hours, the call will automatically be routed to the operator. If all Customer Service Representatives are busy, the operator will offer the option to leave a message, or in the case of a Critical or Urgent Priority problem, as described below, locate a Customer Service Representative. (5) After Normal TriTech Customer Service Hours, the main support line will be answered by our emergency paging service. When connected to the service, the Client shall provide his or her name, organization name, call-back number where the Customer Service Representative may reach the calling party, and a brief description of the problem (including, if applicable, the information that causes the issue to be a Critical or Urgent Priority Problem). (6) During Normal Customer Service Hours, each Software Error report or enhancement request will be assigned a ticket number. This number should be used for all subsequent inquiries relating to the original Software Error report. Problems reported after Normal Customer Service Hours will be logged and assigned an issue number the next business day. Okaloosa County Department of Public Safety Software Support Agreement Copyright © 2013 TriTech Software Systems — Confidential & Proprietary Vision and Inform Applications Unpublished: Rights reserved under the copyright laws of the United States Page 16 of 21 (7) Client shall provide TriTech with remote access to the Client’s network, servers and workstations in order for TriTech to perform software support services via secure Internet access and the latest version of Microsoft’s Internet browser software (Internet Explorer). Client shall maintain a license to a TriTech-prescribed remote access support tool. (8) Reported software errors will be responded to and resolved in accordance with the Support Issues Priority and Response Matrix at section 9 below If requested or specified in the response time criteria below, a TriTech representative will return the call in a manner consistent with the priority and order in which the call was received. Client will make every effort to respond to TriTech in a timely fashion when requests are made for follow-up calls or additional documentation on the reported problem. a. If a response is not received, or a resolution is not provided in accordance with the Support Issue Priorities and Response Matrix, the Client may call TriTech and request escalation of the issue (9) Priorities and Support Response Matrix The following priority matrix relates to software errors covered by this Agreement. Causes secondary to non-covered causes - such as hardware, network, and third party products - are not included in this priority matrix and are outside the scope of this Software Support Agreement. Okaloosa County Department of Public Safety Software Support Agreement Copyright © 2013 TriTcch Software Systems — Confidential & Proprietary Vision and Inform Applications Unpublished: Rights reserved under the copyright laws of the United States Page L7 of 21 This matrix defines the support issues, response times and resolutions for the Client's licensed VisionCAD, VisionMobile, Inform RMS, Jail, FBR and Interfaces, and IQ Software Applications Note: Normal Customer Service Hours for TriTech CAD, Mobile, Browser, Jail, Interfaces Inform RMS, FBR, and Inform IQ are 8:00am to 5:00 PM for all US time zones on weekdays excluding holidays. After Hours support is offered weekends, nights and holidays. Software Errors for other than Critical or Urgent Priorities may be reported via the web portal: TriTech.com; or email: CH_ClientServicesTriage@tritech.com, Priority Issue Definition Response Time Priority 1 — Critical Priority 24x7Support for live operations on the production system: A system down event which severely impacts the ability of Users to enter and update records. This is defined as the following: * VisionCAD, VisionMobile, Inform Jail, RMS, FBR or 1Q system down. * — Critical servers inoperative, as listed in Special Note #1. ¢ Complete interruption of call taking and/or dispatch operations. * — Loss of ability for all Inform RMS, FBR, or Jail users to log on to system. This means one or more critical server components are non-functional disabling VisionCAD, VisionMobile, Inform RMS, FBR or Jail workstations, These Software Errors are defined in Special Note #1, below. Normal Customer Service Hours: Telephone calls to 800. 987.0911 will be immediately answered and managed by the first available representative but not longer than 5 minutes after the initial phone call. After Normal Customer Service Hours: Thirty (30) minute callback after client telephone contact to 800. 987.0911. Unless operational 24x7 support is selected, support for TriTech Inform RMS, FBR, and Jail is not managed via after hours support. Priority | issues must be called in via 800, 987.0911 in order to receive this level of response, Priority 2— Urgent Priority 24x7 Support for live operations on the production system: A serious Software Error not meeting the criteria of a Critical Priority, but which severely impacts the ability of Users to perform a common function. Such errors will be consistent and reproducible. This is defined as the following: © Loss of ability for a User to dispatch emergency units, ° Loss of ability for Inform RMS users to enter Case (Incident, Arrest, and Custody} records into the system. * — Loss of ability for Inform Jail users to Book or Release Inmates. * Loss of ability to transfer Inform FBR reports, e Loss of critical data. A significant number of VisionCAD, VisionMobile, Inform RMS, FBR or Jail workstations (e.g., does not apply to a minimal set of VisionCAD, VisionMobile, Inform RMS, FBR or Jail workstations), These Software Errors are defined in more detail in Special Note #2, below. Normal Customer Service Hours: Telephone calls to 800, 987.0911 will be answered and managed by the first available representative but not longer than 5 minutes after the initial phone call. After Normal Customer Service Hours: One (1) hour callback after client telephone contact to 800. 987.0911. Unless operational 24x7 support is selected, support for TriTech Inform RMS, FBR and Jail is not managed via after hours support Priority 2 issues must be called in via 800. 987.0911 in order to receive this level of response, Okaloosa County Department of Public Safety Copyright © 2013 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 18 of 21 Software Support Agreement Vision and Inform Applications ‘ity 3 - High Priority Normal Customer Service Hours Support: A Normal Customer Service Hours: Telephone Software Error related to a user function which calls to 800. 987.0911 by the first available does not negatively impact the User from representative, performing a common call taking or dispatching function, RMS, FBR or Jail. Such errors will be Priority 3 (High Priority) issues are not managed consistent and reproducible. after Normal Customer Service Hours. * Loss of Non-Critical Data. e NIBRS State Reporting Issues that cause agency reports to exceed State error submission limits. * UCR reporting multiple occurrence of inaccurate data. A significant number of VisionCAD, VisionMobile, Inform RMS, FBR or Jail workstations are negatively impacted by