Agenda 04/26/2022 Item #16D 6 (2nd Amendment to Contract #14-6274 w/Active Network, LLC)04/26/2022
EXECUTIVE SUMMARY
Recommendation to approve Amendment Number Two extending Agreement No. 14-6274, “Parks
and Recreation Activity Management Software Solution,” with Active Network, LLC, for a period
of up to one year or until a new contract is awarded.
OBJECTIVE: To continue software solution services that allow Parks and Recreation to maintain and
manage its activity programming.
CONSIDERATIONS: The Board approved Agreement No. 14-6274 (the “Agreement”) with Active
Network, LLC on May 12, 2015 (Agenda Item #16.D.5), allowing the County to use Active Network’s
automated registration, reservation, and account system. On October 26, 2021, the Board approved a First
Amendment to the Agreement extending the term through May 7, 2022 (Agenda Item #16.D.10).
Since the approval of the First Amendment extending the contract termination date, the County has been
working with Active Network to negotiate a new agreement. During that period, Active Network
transitioned into a larger national software corporation with a different organizational setup but there was
no change to the corporate name or its Federal Employer Identification Number. Staff is recommending
that it is in the best interests of the County to approve the attached Second Amendment to the Agreement
extending the contract term for a period of up to one year (or until a new contract that may be agreed
upon prior to the extension expiration date can be brought back to the Board), to allow staff to continue
the provision of these services while it continues to attempt to negotiate a new agreement for the Board’s
consideration.
The attached proposed Second Amendment to the Agreement would revise the current expiration date up
to May 7, 2023, or until a new agreement is awarded.
FISCAL IMPACT: Funds for the Parks Activity Management Software Solution are budgeted within
various cost centers in General Fund (001) and MSTD General Fund (111). Annual cost for this
contracted support is estimated at $120,000.
GROWTH MANAGEMENT IMPACT: There is no direct impact on the Growth Management Plan.
LEGAL CONSIDERATIONS: This item is approved as to form and legality and requires majority vote
for Board approval. -SRT
RECOMMENDATION: To approve the attached Second Amendment to Agreement No. 14-6274,
“Parks and Recreation Activity Management Software Solution,” with Active Network, LLC, extending
the current term for a period of up to one year (or until a new contract is awarded), and authorize the
Chairman to sign the amendment.
Prepared By: Jeffrey Newman, Manager, Financial & Operational Support; Public Services Division
ATTACHMENT(S)
1. 14-6274ActiveNetwork,LLC_Amend#1_FullyExec_20220331110055.858_X (PDF)
2. 14-6274ActiveNetwork_Contract_20220331110806.070_X (PDF)
3. 14-6274 2nd Amendment to Extend_Vendor Signed (PDF)
16.D.6
Packet Pg. 1008
04/26/2022
COLLIER COUNTY
Board of County Commissioners
Item Number: 16.D.6
Doc ID: 21809
Item Summary: Recommendation to approve Amendment Number Two extending Agreement
No. 14-6274, “Parks and Recreation Activity Management Software Solution,” with Active Network,
LLC, for a period of up to one year or until a new contract is awarded.
Meeting Date: 04/26/2022
Prepared by:
Title: – Operations & Veteran Services
Name: Jeff Newman
03/31/2022 7:21 AM
Submitted by:
Title: Division Director - Ops Support – Operations & Veteran Services
Name: Kimberley Grant
03/31/2022 7:21 AM
Approved By:
Review:
Operations & Veteran Services Kimberley Grant Additional Reviewer Completed 03/31/2022 11:05 AM
Parks & Recreation Todd Henry Additional Reviewer Skipped 03/31/2022 11:17 AM
Parks & Recreation Olema Edwards Additional Reviewer Completed 03/31/2022 6:48 PM
Procurement Services Ana Reynoso Level 1 Purchasing Gatekeeper Completed 04/14/2022 11:12 AM
Public Services Department Todd Henry PSD Level 1 Reviewer Completed 04/14/2022 12:22 PM
Public Services Department Tanya Williams PSD Department Head Review Completed 04/18/2022 11:49 AM
Procurement Services Sandra Herrera Additional Reviewer Completed 04/19/2022 9:06 AM
Procurement Services Sue Zimmerman Additional Reviewer Completed 04/19/2022 3:46 PM
County Attorney's Office Scott Teach Level 2 Attorney Review Completed 04/19/2022 4:04 PM
Office of Management and Budget Geoffrey Willig Level 3 OMB Gatekeeper Review Skipped 04/19/2022 3:35 PM
County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review Completed 04/20/2022 8:28 AM
County Manager's Office Dan Rodriguez Level 4 County Manager Review Completed 04/20/2022 1:21 PM
Board of County Commissioners Geoffrey Willig Meeting Pending 04/26/2022 9:00 AM
16.D.6
Packet Pg. 1009
FIRST AMENDMENT TO AGREEMENT
14-6274
Parks & Recreation Activity Management Software Solution (AMSS)"
THIS FIRST AMENDMENT TO AGREEMENT # 14-6274 is made and entered into on
this de day of Waxy- 2021, by and between ACTIVE NETWORK, LLC, a Delaware
limited liability company,authorized to do business in the State of Florida, whose business address is
717 N. Harwood St., Suite 2500, Dallas, TX 75201 (the "Consultant") and Collier County, a political
subdivision of the State of Florida, (the "County") (collectively the"Parties"):
WHEREAS,on May 12, 2015 (Agenda Item 16.D.5), the County entered into Agreement#14-
6274 (the "Agreement") for Parks & Recreation Activity Management Software Solutions with
Consultant to ensure the efficient and effect operations of Parks&Recreation by maintaining continuity
among its automated registration,reservation, and accounting systems; and
WHEREAS,the Agreement provides for an administrative extension of 180 days,which was
mutually exercised, and the Agreement is set to expire November 7,2021, and there are no other further
renewal or extension periods available; and
WHEREAS,the Parties desire to extend the Agreement for an additional six(6)months while
ongoing negotiations are completed on a new agreement between the Parties.
NOW, THEREFORE, in consideration of the mutual promises and covenants herein
contained, it is agreed by the Parties as follows:
1. The above recitals are incorporated into this Amendment as if fully set forth
herein.
2. The Agreement is hereby extended through May 7, 2022.
3. Except as stated herein, all other terms and conditions of Agreement#14-6274
shall remain in full force and effect.
Remainder of Page Left Blank
Signature Page to Follow
Page 1 of 2
Extension Agreement# 14-6274
16.D.6.a
Packet Pg. 1010 Attachment: 14-6274ActiveNetwork,LLC_Amend#1_FullyExec_20220331110055.858_X (21809 : 14-6274 Parks AMSS Extension)
DocuSign Envelope ID: 1F1B13D0-3ED9-467D-ACB3-AAFDCFEB39A0
IN WITNESS WHEREOF,the Parties hereto,have each, respectively,by an authorized person
or agent,have executed this Amendment on the date and year first written above.
AFIEST: BOARD OF COUNTY COMMISSIONERS
Crystal K. Kinzel,Comptroller and Clerk COLLIER COUNTY, FLORIDA
of Courts
B
c
BY• Y•
P y aylor air
Dated: IV04V1 ' ,
SEAL)
Attest as to Chairman's
gi(natilra hrlV!, CONSULTANT:
Active Network, LLC
By:
FOLik.i
Signature
Andrea Facini President
TType/print signature and title1
10/14/2021 1 10:17 AM PDT
Date
Ap oved o Fo d egality:
Dep County Attorney
2 7-e^4-in,
Prin am
Page 2 of 2
Extension Agreement# 14-6274 4?
16.D.6.a
Packet Pg. 1011 Attachment: 14-6274ActiveNetwork,LLC_Amend#1_FullyExec_20220331110055.858_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1012Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1013Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1014Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1015Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1016Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1017Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1018Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1019Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1020 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1021Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1022Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1023Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1024Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1025Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1026Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1027Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1028Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1029Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1030Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1031Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
Collier County, FL
Document Version: 1.0
Publication Date: 21 October 2014
16.D.6.b
Packet Pg. 1032 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
1 / 8
SCOPE
Project Overview
This section outlines the overall approach of an ACTIVE Net project. The project is broken into phases. The following is a
brief description of each stage of the Active Network methodology.
Project Planning – plan the implementation, analyze business needs, and define configuration requirements.
Implementation – configure ACTIVE Net and train the project team on system operations.
Deployment – ensure workstations and staff are able to the use of ACTIVE Net
Conversion – populate ACTIVE Net with ongoing transactional data from the legacy system
Go Live – conduct day-to-day operations using ACTIVE Net
Each phase is broken into stages. Each phase includes and overview, objectives, tasks and deliverables. The phase are
organized into their appropriate stage and listed below
Project Planning
o Project Launch
o Business Process Review
Implementation
o Data Collection
o Data Review
o Data Entry
o User Testing
o Trainnig (Train the Trainer)
Deployment
o Workstation Readiness
o Training (End Users)
Conversion
o Planning
o Data Entry
Go Live
o Go Live Prep
o Go Live
16.D.6.b
Packet Pg. 1033 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
2 / 8
Project Planning
Project Launch
Objectives
Objectives for the Project Planning stage are:
Provide an understanding of required project roles
Provide an understanding of the project life cycle
Establish a project schedule with Go Live date
Prepare for the Busines Process Review
Tasks
Taks for the Project Planning stage are:
Review ACTIVE project roles and responsibilities
Review your organizations required project roles and responsbilities
Review ACTIVE Net’s project lifecyle
Review project schedule options
Distribute to Data Assessment Sheet
Deliverables
Project schedule ACTIVE
Project team assignements ACTIVE
Data Assessment Sheet (blank) ACTIVE
Business Process Review
Objectives
Objectives for the Business Process Review are:
Understand your project goals
Understand your business policies and procedures
Understand your product and service offerings and establish a data collection strategy
Understand your IT infrastructure
Identify project risks
Tasks
Tasks for the Business Process Review are:
Review project goals
Review the Data Assessment Sheet
Review Data Collection Sheets
Review technical system requirements
Maintain a Project Risk Log
Deliverables
Project Goal Log ACTIVE
Data Assessment Sheet (populated) Your Organization
16.D.6.b
Packet Pg. 1034 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
3 / 8
Data Collection Sheets (blank) ACTIVE
Project Risk Log ACTIVE
Implementation
Data Collection
Objectives
Objectives for the Data Collection stage are:
Capture your organizations inventory of all procduct and services in a format for use during data entry.
Tasks
Tasks for the Data Collection stage are:
Populate the Data Assessment Sheets with inventory of all procduct and services.
Deliverables
Data Collection Sheets (Populated) Your Organization
Data Review
Objectives
Objectives for the Data Review stage are:
Ensure the Data Collection Sheets are complete and accurate
Tasks
Tasks for the Data Review stage are:
Review the Data Collection Sheets for completeness
Peform validation checks on data collection sheets
Deliverables
Data Collection Sheets (Populated) Your Organization
Data Entry
Objectives
Objectives for the Data Entry stage are:
Configure and populate ACTIVE Net in accordance to your business needs
Tasks
Tasks for the Data Entry stage are:
Configure ACTIVE Net in conjunction with the Data Assessment Sheet
Populate ACTIVE Net with product and services from the Data Collection Sheets
Audit ACTIVE Net to ensure alignment with Data Collection Sheets
16.D.6.b
Packet Pg. 1035 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
4 / 8
Deliverables
ACTIVE Net (Configured and populated) ACTIVE
User Testing
Objectives
Objectives for the User Testing stage are:
Test the functional integrity of the system configuration against business cases
Tasks
Tasks for the User Testing stage are:
Review front-desk transactions for each functional area in ACTIVE Net
Review online transactions for each functional area in ACTIVE Net
Review reports for each functional area in ACTIVE Net
Review communication tools for each functional area in ACTIVE Net
Determine mitigation strategies for each functional gap
Deliverables
ACTIVE Net (tested)
User Training
Objectives
Objectives for the User Training stage are:
Train the project team on software operations
Empower the project team to understand best practices for conducting end-user training
Empower the project team with a strategy and tools to conduct end-user training.
Tasks
Tasks for the User Training stage are:
Review front-desk transactions for each functional area in ACTIVE Net
Review online transactions for each functional area in ACTIVE Net
Review reports for each functional area in ACTIVE Net
Review communication tools for each functional area in ACTIVE Net
Reivew administration tasks for each functional area in ACTIVE Net
Modify training manual in accordance with system usage
Develop training plan for delivering staff training
Deliverables
Training Manual ACTIVE
Training Plan Your Organization
16.D.6.b
Packet Pg. 1036 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
5 / 8
Deployment
Workstation Readiness
Objectives
Objectives for the Work Stations Rediness stage are:
Ensure all workstations designated to operate ACTIVE Net are configured with the appropriate 3rd party software
Ensure all workstations designated to operate ACTIVE Net are configured with the appropriate hardware
Tasks
Tasks for the Work Stations Rediness stage are:
Install, configure and test third party software required by ACTIVE Net
Install, configure and test hardware required by ACTIVE Net
Deliverables
Configure and test single workstation ACTIVE
Configure and test remaining workstation Your Organization
End User Training
Objectives
Objectives for the End User Training stage are:
Train system users on software operations
Communicate software escalation procedures
Tasks
Tasks for the End User Training stage are:
Execute training plan
Deliverables
All Staff trained Your Organization
Conversion
Planning
Objectives
Objectives for the Planning stages are:
Identify scope of data to be converted
Identify conversion resources
Identify conversion timeline
16.D.6.b
Packet Pg. 1037 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
6 / 8
Tasks
Review legacy system(s) for candidate data and determine scope of conversion
Review staffing availability and determine reourcing
Review project schedule and determine timeline
Deliverables
Data conversion plan Your Organization
Data Entry
Objectives
Objectives for the Data Entry stages are:
Populate ACTIVE Net with legacy data
Tasks
Execute data conversion plan
Validate data conversion in ACTIVE Net.
Deliverables
ACTIVE Net (populated) Your Organization
Go-Live
Go-Live Preparation
Overview
Active Network consultants will conduct a meeting prior to go-live to confirm all tasks are complete and the system is
ready to be the organization’s true system of record.
Objectives
Objectives for the Go-Live Preparation stage are:
Ensure staff are compotent in system use
Ensure workstations are ready for system use
Ensure data conversion is complete
Ensure project team understands how to escalate issues to ACTIVE
Tasks
Tasks for the Go-Live Preparation stage are:
Review and validate staff training
Review and validate workstation readiness
Review and validate data conversion completeness
Review ACTIVE Support policy and communication channels
Deliverables
Go Live check list ACTIVE
ACTIVE Support handbook ACTIVE
16.D.6.b
Packet Pg. 1038 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
ACTIVE Net Statement of Work
1.800.661.1196 | ACTIVENetConsulting@ACTIVENetwork.com | www.ACTIVENetwork.com
7 / 8
Go-Live
Overview
Go-Live is the day that ACTIVE Net becomes the system of record for your organization.
Objectives
Objectives for Go-Live stage are:
Utilize ACTIVE to perform front desk transactions and manage operations
Utilize ACTIVE to provide customers an online store
ASSUMPTIONS
Your organization will assign the below project roles and those individuals will be available as needed by the
project schedule:
o Project Sponsor – engages stakeholders; ensures buy-in from top-down.
o Project Manager – coordinates with the ACTIVE Network Project Manager, procures resources, manages
scope, schedule, quality and risk mitigation.
o System Administrator(s) – manages, maintains and supports the ACTIVE Net system, trains end-users on
an ongoing basis.
o Technical Representative(s) – available “on call” during the lifespan of the software to assist with internet
connectivity, database management, software upgrades, workstation and peripheral installations.
o Financial Representative(s) – monitors ACTIVE Net accounting functionality, ensure transactions are
posted correctly, and that financial data within ACTIVE Net is accurate and pertinent.
Your organization will effectively lead project-related change management activities (creating materials and
facilitating workshops).
Your organization will provide the resources necessary to deliver implementation services (i.e. training room,
internet access, computers, whiteboard).
Your organization will perform work associated with each task within the allocated timeframe.
CONSTRAINTS
Implementation services are limited to the services defined in the contract.
The availability of ACTIVE resources for the execution of Project activities will be governed by the following
factors:
o Services delivery will be conducted and billed in 8 hour time blocks.
o Professional services must generally be booked 6 weeks in advance of engagement dates unless
otherwise specified and are subject to availability.
o Due to partial office closure, ACTIVE resources will not be available for project work between the dates of
December 15 and 31.
Implementation services are subject to our cancellation policy. ACTIVE Network requires that cancellation or
rescheduling requests be submitted twenty-eight full calendar days prior to engagements. This provides sufficient
time for resources to be allocated to alternative billable projects.
16.D.6.b
Packet Pg. 1039 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1040Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1041Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1042Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1043Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1044Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1045Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1046Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1047Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1048Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1049Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1050Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1051Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1052Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1053Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1054Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1055Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1056Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
Support and Maintenance Handbook Hosted & Non-Hosted
Version: 05/10/13
SUPPORT AND MAINTENANCE HANDBOOK
SUPPORT AND MAINTENANCE
The following supplies and services are included in Support and Maintenance:
• Unlimited technical support between 5:00am and 6:00pm Pacific Time, Monday through Friday via
telephone (800.663.4991), email or web portal (http://support.theactivenetwork.com)
• Unlimited phone support for System Down issues on a 24 hours x 7 days a week basis, provided that:
o If self-hosted, the site must have remote access and Internet email capability for extended support
hours
o Support calls placed during extended support hours must be placed by an authorized contact
person
o The type of support call is an urgent issue that includes site down, revenue impacting, or customer
facing issues that have no reasonable work-around
• Access to Active’s secure customer care web portal, discussion forums, knowledgebase and online training
materials
• Regular documentation and communication
• Support also includes, if such assistance can be provided in 15 minutes or less:
o Assistance troubleshooting Third Party Products (e.g., Crystal Reports, Citrix client)
o Assistance to isolate and/or troubleshoot difficulties resulting from sources other than Active
Network products and services, such as:
General network/internet support (e.g., network access, printing, internet access)
PC hardware troubleshooting
PC setup, configuration and optimization
Network operating system configuration and functionality
Basic Microsoft Windows functionality (i.e. Windows Explorer or Internet Explorer)
Loss of supervisor or other password
ANNUAL SUPPORT AND MAINTENANCE FOR NON-HOSTED CUSTOMERS
The following supplies and services are included in Support and Maintenance for non-hosted customers:
• New releases and version of the Software and free assistance in planning upgrades
16.D.6.b
Packet Pg. 1057 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
Support and Maintenance Handbook Hosted & Non-Hosted
Version: 05/10/13
SUPPORT AND MAINTENANCE FOR HOSTED CUSTOMERS
The following supplies and services are included in Support and Maintenance:
• Installation of new Software releases
• Monitoring of connectivity and critical functionality at all times (24hr x 365 days/year) by skilled personnel
using an extensive series of automated probes from multiple locations
• Response to site-down/critical issues within one hour, with reasonable efforts to advise your organization
of the current status and expected resolution time
• Service agreements between Active and critical vendors essential to the continuing successful operation of
the hosted environment
• Scheduled maintenance to increase performance, fix defects or update applications, with reasonable efforts
to notify your organization of scheduled maintenance times and potential impacts to service
• Urgent maintenance (done to correct network, hardware or Software issues that are likely to cause
significant service disruption and that require immediate action), which may temporarily degrade service or
cause outages. Active may undertake urgent maintenance at any time deemed necessary and shall provide
status updates to your organization as soon as possible.
SUPPORT ISSUE PRIORITIES AND TIMELINES
TICKET RESOLUTION TARGETS
• New support incidents are assigned one of the following levels, each with its respective standard ticket
resolution target:
Call
Priority Level Description Standard
Completion Target
Priority 1 –
System Outage
Fatal issues that result in the customer’s inability to fulfill
critical business functions (i.e., those pertaining to core
functionality such as processing registrations, memberships,
rentals) and that have no reasonable work-around
1 business Day
Priority 2 –
High Business
Impact
Serious issues significantly impacting use of the system but
do not prevent core functions from being fulfilled (i.e.,
Customer cannot perform critical business functions;
Customer experiences severe site degradation)
2 business day
Priority 3 –
Medium
Business
Impact
All other issues, except those classified as low; (e.g., how-to
questions, reporting/reconciliation issues, general questions,
work around options)
3 business days
Priority 4 –
Low Business
Impact
Issues that are not time-sensitive or may be undertaken as
customer service initiatives outside the scope of this
Agreement (i.e., feature requests or low priority questions)
None
Guaranteed
Uptime
For clients licensing Hosted Software 99%
16.D.6.b
Packet Pg. 1058 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
Support and Maintenance Handbook Hosted & Non-Hosted
Version: 05/10/13
SERVICES NOT INCLUDED
The following supplies and services are excluded from Support and Maintenance:
• Services required to remedy problems that stem from changes to or defects in system configuration upon
which the Software was originally installed
• Services required to remedy problems which do not stem from any defect in the Software
• Services required to remedy problems caused by lack of training of Client’s personnel
• Improper treatment or use of the Software
• Onsite or remote training services
• Full report customization service
• Database-specific services or assistance
RESTRICTIONS
The following actions will void Active’s obligations under this Support and Maintenance Handbook:
• The use of any other application that modifies data in the database, whether created by you or otherwise
• The use or creation of third party applications that work in connection with Active’s application or
application database without prior written notification and consent from Active
16.D.6.b
Packet Pg. 1059 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
Support and Maintenance Handbook Hosted & Non-Hosted
Version: 05/10/13
HOLIDAY HOURS (US AND CANADA)
Holiday Open with
reduced staff Closed
New Year’s Day (January 1st) ✓
Martin Luther King Day (3rd Monday in January) ✓
President’s Day (3rd Monday in February) ✓
Good Friday (Friday before Easter) ✓
Victoria Day (3rd Monday in May) ✓
Memorial Day (Last Monday in May) ✓
Canada Day (July 1st) ✓
Independence Day (July 4th) ✓
Civic holiday (1st Monday in August) ✓
Labor Day (1st Monday in September) ✓
Canadian Thanksgiving/Columbus Day (2nd Monday in October) ✓
Remembrance Day/Veteran’s Day (November 11th) ✓
US Thanksgiving (4th Thursday in November) ✓
Day after US Thanksgiving (4th Friday in November) ✓
Christmas Day (Dec. 25th) ✓
Boxing Day (December 26th) ✓
New Year’s Eve (December 31st) ✓
16.D.6.b
Packet Pg. 1060 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.bPacket Pg. 1061Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1062 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1063 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1064 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1065 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1066 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1067 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1068 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1069 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1070 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1071 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1072 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1073 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1074 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1075 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1076 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1077 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1078 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1079 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1080 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1081 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1082 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1083 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1084 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1085 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.b
Packet Pg. 1086 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
Department:Date:
Vendor:
C = If internal required, If hosted N/A R=
Required O= Optional
Technical Requirement R/O
Weighted for
optional
business
requirement for
depts. fielding
RFPS
Vendor's
response
Vendor's
comments Notes Team responsible
Web-based candidate software shall utilize Microsoft Internet Explorer. No other browser is
supported. Current Collier Production Version is IE 9.
R1 R
The department purchasing the software
benefits from increased security, efficiency, and
lower support costs over the life of the software SD
The vendor must submit any applicable license agreements for any proposed elements
including a description of the licensing model, and list prices for all license types and whether
or not custom licensing arrangements are available.
R2 R
Allows the department that is purchasing the
software to determine the limitations of the
licensing and the short and long-term costs
APS
The vendor must submit any applicable maintenance agreements for any proposed elements
including a description of the maintenance plan, software upgrade policies and exclusions, and
list prices for all maintenance agreement types and whether or not custom maintenance
agreements are available.R3 R
For the department purchasing the software this
information will help them plan when will and
how often these events take place and to
manage their costs more efficiently.APS
SAP is Collier's financial application and as such:
• Applications cannot directly interface with SAP
• Applications that have a point of sales component must be able to produce a batch file daily
containing all financial transactions for that day
• The batch file will use the format supplied by the Collier County Clerk of Courts
R4 R APS
All desktop software applications must utilize Microsoft Operating System, current Collier
Production Version release with current patches and service packs, Windows 7 & 8.R5 R OPS
Applications may not use Exchange Event Sinks or Exchange Public Folders.R6 R OPS
If US-Cert posts vulnerability the software must be addressed within a 30 day timeframe by the
software vendor.R7 R OPS
Software must comply with all Federal, State and Local regulation and all access must comply
with current published County Manager Agency (CMA) policies. Current policies that apply are
CMA 5402 and CMA 5403, CMA 5405, Fingerprint ordinance, Section 508 (ADA Compliance),
HIPAA and PCI.
R8 R
Does this need an explanation? Seems crystal
clear.Admin
Any software which stores personally identifying information, including but not limited to
passwords, SSN, driver’s license numbers, etc.... or any financial information, such as credit
card numbers, bank routing information, etc... must fully protect the information and disclose
the methods of protection used, access protection methods, and life cycle handling of this data.
Industry standard encryption methods utilizing at least 256 bit encryption techniques are
R9 R
Vendors are required to meet all Federal ,
State, and local laws: example HIPPA. Also the
banking industries PCI compliance
requirements
APS/DEV/OPS/SD
Software vendors will acknowledge in writing prior to selection, that Collier County Government
will own any and all data and the databases.R10 R APS
The candidate software application proposal must include a complete hardware topology
diagram and recommended hardware configurations.
Vendor Deliverables:
- Topology Diagram
- Recommended hardware requirements (workstation and server)
- Network bandwidth requirements
C1 R
Technical specifications, hardware
requirements, and visual representations of the
candidate’s recommended software solution will
enable the selection committee to understand
the complexity of the application and costs to
support it.
APS
16.D.6.b
Packet Pg. 1087 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS
The vendor must submit any applicable license agreements for any proposed elements
including a description of the licensing model, and list prices for all license types and whether
or not custom licensing arrangements are available.
R2 R
Allows the department that is purchasing the
software to determine the limitations of the
licensing and the short and long-term costs
APS
The vendor must submit any applicable maintenance agreements for any proposed elements
including a description of the maintenance plan, software upgrade policies and exclusions, and
list prices for all maintenance agreement types and whether or not custom maintenance
agreements are available.R3 R
For the department purchasing the software this
information will help them plan when will and
how often these events take place and to
manage their costs more efficiently.APS
Web-based software must utilize IIS 7 or newer with current patches and service packs.
C2 R
The department purchasing the software
benefits from increased security, efficiency, and
lower support costs over the life of the software OPS
Software applications should support and run on current shipping release of virtual servers,
including:
- VMware ESX (5.1 or current version / confirm with BCC IT Operations)
- Microsoft Hyper-V 3.0 C3 R OPS
All software upgrades or changes required by the selected vendor must be fully tested before being moved
into the production environment. Therefore vendors must include in their proposal the costs for licensing,
professional services, and annual maintenance to set up and maintain test and development environments. C4 R APS
System must support the current backup Collier Production environment with NetBackup V 7.5.0.1 or
current running version. C5 R OPS
All server software applications must utilize Microsoft Operating System, current Collier
Production Version release with current patches and service packs, current version Server
2008 and Server 2012 R2 C6 R
Standardizing the desktop operating system to
a few specific versions decreases the
management overhead for support and lowers
the cost to the agency.
OPS
Database solutions should take advantage of the County's Microsoft’s SQL Server
environment. The current environment is Microsoft SQL Server 2012 (64-bit). C7 R Dev
Hard coding account access shall not be permitted.
C8 R
Provides enhanced application security by
removing the issue of being unable to change
user account names and passwords if that
OPS/DEV
If geographic information systems (GIS) is included in the solution, the solution should leverage
the County's ESRI GIS infrastructure, which includes ArcGIS for Server Enterprise Advanced
version.
C9 R DEV
All optional items listed below may incur additional costs for support and maintenance
for the application that is proposed. All additional costs, for implementation and ongoing
maintenance would be borne by the department purchasing the application.
Incident Support providing 24x7/365 coverage shall be offered. Incident response service
levels shall be specified.O1 O - 10
This service is appropriate when a department’s
critical business is run outside of the normal 8
to 5 Monday to Friday work week ( example:
evenings, weekends, holidays) and the
ft t i t l
APS
Client software applications should support and the vendor should provide package definition
files with silent install without user interaction, using Microsoft SCCM current version.
Supported installation packages include:
- MSI, Microsoft Windows installer MSI compatible
O2 O - 10
Results in lower support and maintenance costs
for the department that owns the software.APS
All software application vendors are required to notify Collier County when new releases
become available and when current releases and related systems are no longer supported.O3 O - 10
Allows the department that owns the software to
get the latest functionality that the vendor is
offering along with patches that keep software
security and compatibility current.
APS
Preferred solutions should take advantage of the County's Active Directory environment and
utilize Windows Authentication at the application, database and server tier, run fully in the user
context, and not require elevated permissions or administrative permissions. Elevated
permissions require adherence to all relevant policies, such as the Elevated Privileges and
Elevated Database Permissions policies.
O4 O - 10
Provides enhanced security by eliminating the
possibility of a disgruntled former employee or
vendor getting access to a department's
application since their network account with be
disabled.
APS/DEV/OPS/SD
16.D.6.b
Packet Pg. 1088 Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS
16.D.6.bPacket Pg. 1089Attachment: 14-6274ActiveNetwork_Contract_20220331110806.070_X (21809 : 14-6274 Parks AMSS Extension)
16.D.6.c
Packet Pg. 1090 Attachment: 14-6274 2nd Amendment to Extend_Vendor Signed (21809 : 14-6274 Parks AMSS Extension)
DocuSign Envelope ID: 069DC4F2-DC3D-4452-BAEE-3C1929BD63FE
4/19/2022 | 1:18 PM CDT
Vice President, SalesRandy Skemp
16.D.6.c
Packet Pg. 1091 Attachment: 14-6274 2nd Amendment to Extend_Vendor Signed (21809 : 14-6274 Parks AMSS Extension)