Backup Documents 11/10/2015 Item #11D ORIGINAL DOCUMENTS CHECKLIST&ROUTING SLIP
TO ACCOMPANY ALL ORIGINAL DOCUMENTS SENT TO
THE BOARD OF COUNTY COMMISSIONERS OFF ICE FOR SIGNATURE 1 1
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Routed by-Procurement Services to the Office Initials Date
Following Addressee(s) (In routing order)
1. Risk Management Risk
2. County Attorney Office County Attorney Office
3. BCC Office Board of County
Commissioners (5/ \c;
4.
4. Minutes and Records Clerk of Court's Office 1 2-1 Zt
5. Return to Procurement Services Procurement Services J �—
Division Contact: Diana De Leon
PRIMARY CONTACT INFORMATION
Name of Primary Diana De Leon for Adam Northrup Phone Number 252-8375
Procurement Staff December 16,2015
Contact and Date
Agenda Date Item was November 10,2015 Agenda Item Number 11.D
Approved by the BCC
Type of Document Contract Number of Original 2
Attached Documents Attached
PO number or account N/A Solicitation/Contract 15-6529-NS
number if document is Number/Company N Harris
to be recorded Name
INSTRUCTIONS& CHECKLIST
Initial the Yes column or mark"N/A"in the Not Applicable column,whichever is Yes N/A(Not
appropriate. (Initial) Applicable)
1. Does the document require the chairman's original signature? DD
2. Does the document need to be sent to another agency for additional signatures? If yes, N/A
provide the Contact Information(Name;Agency;Address;Phone)on an attached sheet.
3. Original document has been signed/initialed for legal sufficiency. (All documents to be
signed by the Chairman,with the exception of most letters,must be reviewed and signed
by the Office of the County Attorney.
4. All handwritten strike-through and revisions have been initialed by the County Attorney's N/A
Office and all other parties except the BCC Chairman and the Clerk to the Board
5. The Chairman's signature line date has been entered as the date of BCC approval of the N/A
document or the final negotiated contract date whichever is applicable.
6. "Sign here"tabs are placed on the appropriate pages indicating where the Chairman's DD
signature and initials are required.
7. In most cases(some contracts are an exception),an electronic copy of the document and DD
this routing slip should be provided to the County Attorney's Office before the item is
input into SIRE.
8. The document was approved by the BCC on the date above and all changes made DD
during the meeting have been incorporated in the attached document. The County
Attorney's Office has reviewed the changes,if applicable.
9. Initials of attorney verifying that the attached document is the version approved by the 4
BCC,all changes directed by the BCC have been made,and the document is ready for the
Chairman's signature.
MEMORANDUM
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Date: December 21, 2015
To: Diana De Leon, Contracts Technician
Purchasing & General Services Department
From: Teresa Cannon, Deputy Clerk
Minutes & Records Department
Re: Contract #15-6529-NS — Software Maintenance Agreement
Contractor: N. Harris Computer Corp.
Attached is an original of the contract referenced above, (Item #11D) approved by the
Board of County Commissioners on Tuesday, November 10, 2015.
An original contract has been held by the Minutes and Records Department as part of
the Board's Official Record.
If you have any questions, please contact me at 252-8411.
Thank you.
Attachment
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SOFTWARE MAINTENANCE AGREEMENT
This Maintenance Agreement made and entered into this 10th
day of November, 2015, by and between N. Harris Computer
Corporation, authorized to do business in the State of Florida, whose business address is 4464
Markham Street, Suite 2307, Victoria, British Columbia V8Z 7X8, Canada, hereinafter referred to
as "HARRIS" and Collier County, a political subdivision of the State of Florida, Collier County,
Naples, hereinafter called"Customer".
CUSTOMER MAILING ADDRESS
Collier County Purchasing
Department Attention: Contracts
3327TamiamiTrail
East Naples, FL
34112-4901
ANNUAL MAINTENANCE CHARGE
The first year of CityView PreBuilts Annual Maintenance Charge shall be $197,168.35, payable
on December 1, 2015. Year 2 Annual Maintenance charge shall be $203,083.40, payable on
December 1, 2016 and Year 3 Annual Maintenance charge shall be $209,175.90, payable
on December 1, 2017. Subsequent years' maintenance charges are subject to a three
percent(3.0%)cap on any annual increase in the maintenance charge.
The first year of CityView Portal Annual Maintenance charge shall be $33,000.00, payable on
December 1, 2015. Year 2 Annual Maintenance charge shall be $33,990.00 payable on December 1
2016 and Year 3 Annual Maintenance charge shall be $35,009.70, payable on December 1 2117.
Subsequent years' maintenance charges are subject to a three percent (3,0%) cap on any annual
increase in the maintenance charge.
Total Annual Maintenance charges far CityView PreBuilts and CityView Portal are:
2016 $230,168.35
2017 $237,073.40
2018 $244,185.60
2019 $251,511.17
2020 $259,056.50
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TERMS AND CONDITIONS
1. TERM. The term of this contract shall commence on December 1, 2015, for a
three (3) year period with two (2) subsequent one (1) year renewals. Each renewal may be
exercised by Customer providing no less than sixty (60) days' notice of its intent to
renew this contract. Where Customer does not provide notice of renewal or at end of
the fifth year (November 30, 2020)whichever is earlier, this contract shall automatically
expire on November 30th of the applicable year.
2. CHARGES. HARRIS shall invoice the Customer forty-five (45) days prior to the
anniversary date of each annual term, and the Customer shall pay the Annual Maintenance
Charge to HARRIS in accordance with Chapter 218, Florida Statutes, also known as the
"Local Government Prompt Payment Act." HARRIS has the right to increase maintenance
charges after the initial three (3) year period at each annual anniversary date, during the
renewal period of this contract, by an amount not exceeding three percent (3.0%)of the cost
currently in effect. Written notice of such increase shall be given to the customer not less than
ninety(90)days before the date of the renewal term. In addition,the Customer shall pay all
federal,state,or local taxes on the services rendered or parts supplied. Customer is sales tax
exempt pursuant to Chapter 212,Florida Statutes.
3. SERVICE HOURS. This Maintenance Agreement provides for unlimited
telephone software support. Service may be obtained during HARRIS Technical Support office
hours which are 9:00 AM to 8:30 PM daily (Eastern Time, including Daylight Savings Time),
Monday through Friday, excluding US public holidays. Extended telephone support hours for
Priority 1 issues will be provided from 7:00AM to 9:00AM daily (Eastern Time, including
Daylight Savings Time), Monday through Friday, excluding US public holidays. If the
Customer requests on site support, the Customer will be billed at HARRIS established
service rates plus expenses. HARRIS's established service rates are attached hereto as
Exhibit"A",and incorporated herein by reference.Travel expenses shall be paid in accordance
with Section 112.061, Florida Statutes. HARRIS shall provide maintenance service as
expeditiously as possible after notice from the Customer that the Product is inoperable.
Service at times other than during HARRIS Technical Support office hours or extended
telephone support hours for Priority 1 issues as noted herein, shall be furnished upon the
Customer's request and at HARRIS's labor charges attached as Exhibit "A." This section is
subject to the Harris Standard Support-Service Level Agreement and Table 1, attached
hereto as Exhibit "B" and incorporated herein by reference.
4. SERVICE NOTIFICATION. The Customer shall notify HARRIS of suspected
Product malfunction, by calling HARRIS Technical Support and identifying the problem
and symptoms. Notification may be made to HARRIS via email or CityView Connect..
5. RISK OF LOSS. This Agreement does not cover service, maintenance or
repair necessitated by loss or damage resulting from any cause beyond the control of HARRIS,
including, but not limited to loss or damage due to fire, water, lightning, earthquake, riot,
unauthorized service or modifications, theft, or any other cause originating outside the
Product. With respect to any loss or damage, HARRIS shall submit to the Customer a
description of the work to be done and request the Customer's consent to restore the
Product to normal operating condition at HARRIS's then current rates. If the Customer
does not agree to restore Product to normal operating condition, HARRIS shall have the right
to terminate its obligations under this Agreement.
6. PERFORMANCE. Harris shall perform the services covered under this
Agreement in a professional and competent manner, but shall not be liable for
damages, direct or otherwise, for failure to perform services at a location deemed
hazardous to health or safety or arising out of delays or failure in furnishing parts or
services caused by Acts of Nature, Acts of Government, labor disputes or difficulties,
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failure of transportation, or other causes beyond its control, or for any consequential 1 a
damage whatsoever.
7. DEFAULT. In the event of payment default by the Customer, HARRIS shall be
entitled to collect interest pursuant to Chapter 218, Florida Statutes, also known as the
Local Government Prompt Payment Act, and collection costs, including court costs and
reasonable Attorney's fees. In the event of default by the Customer in any term or condition
herein, HARRIS may, at its option, refuse service or terminate its obligations under this
Agreement if Customer does not cure the default within thirty (30) days after notice by
HARRIS. In the event of default by HARRIS in its performance of this Agreement, Customer
shall provide HARRIS with notice and an opportunity to cure the default within thirty (30)
days and suspend future payments until the default is cured.
8. NOTIFICATION. Any notice required herein shall be in writing and shall be
deemed given if mailed or delivered to the other party at the address on page one (1) of this
agreement, or as modified in writing as accepted by both parties. HARRIS is required to
send notification of maintenance and or support cancellations via certified mail or
recognized overnight carrier.
9. RIGHT TO CANCEL. Customer reserves the right to cancel support for partial
licenses with a reduction in maintenance and support payments as identified in the attached
Licensing Appendix, Exhibit"C" attached hereto and incorporated by reference.
10. REINSTATEMENT. If there is an interruption of payment for maintenance and
support, HARRIS agrees to accept one hundred percent (100%)of the back payment of the
software maintenance and support fees that would have been paid if maintenance and
support had been continued without interruption.The reinstatement will be based on fees that
would have been paid, rather than HARRIS's "current" rate. For any fees to be paid in
relation to a renewal period, it shall be assumed that HARRIS increased the rates by
the permitted 3% for each renewal period.
11. WAIVER. This instrument contains the entire Agreement of the parties. It cannot
be changed, altered or modified orally. All changes or modifications must be in writing by
the parties hereto.
12. TAX. The Customer is responsible for any and all tax. Customer is sales tax
exempt pursuant to Chapter 212, Florida Statutes.
13. TYPES OF SUPPORT. Technical support includes telephone, email and
CityView Connect when the Customer has problems or questions. The manner by which
support services will be supplied is detailed in Exhibit "B". Any discrepancy between
the terms of Exhibit "B" and the terms of this Agreement shall be resolved in favor of
the description in Exhibit"B".
14. SOFTWARE SUPPORT. In consideration of payment of the annual support and
maintenance fee,the support shall include, but not be limited to, the following:
a) unlimited telephone support services concerning the use of the
Application Software
b) response to all errors found in the Application Software within the
timeframes defined in Table 1 of the Service Level Agreement in Exhibit
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c) response to any Application Software non-conformances to the System
Specification within the timeframes defined in Table 1 of the Service
Level Agreement in Exhibit"B"
d) copy of each subsequent update, revision, release or new version of the
Application Software and related material including related user and
technical documentation for each subsequent update, revision, release
or new version. 2(two) copies of the release notes will be provided:
1(one) complete copy and 1(one) copy as related to Collier County
licensed modules only(see Exhibit B).
e) copy of the new or updated documentation for the Application Software
which accurately reflects the changes in the update, revision, release or
new version of the Application Software. 2(two) copies of the release
notes will be provided: 1(one) complete copy and 1(one) copy as related
to Collier County licensed modules only(see Exhibit B).
f) installation, by HARRIS, of each update, revision, release or new version
of the Application Software on Customer's Network. HARRIS shall first
perform the installation in Customer's test environment.After Customer
has tested the update, revision, release or new version of the Application
Software in the test environment, HARRIS will perform the installation in
Customer's live environment.
g) At least a semi-annual review performed by HARRIS and delivered to
Customer by March 1 and September 1 of each year. Customer agrees
that the aforementioned time frames and the general requirements of the
semi-annual review are subject to Customer's cooperation based on
Harris's recommended and requested access to Customer's Application
Software and database and at any other mutually agreed upon time. Semi-
annual review shall include the following tasks:
i. Search for transaction fragments such as unpaid fees, unprinted
letters, and incomplete activities that could be slowing down the
Search screens, Queues, and Lists. Analyze these items to discern
any patterns and recommend process refinements.
ii. Analyze the letter recipients and letter templates tables and correct
any oversize issues that could be slowing down access to
Correspondence. Recommend process refinements as needed.
iii. Review database backup logs and procedures. Recommend
refinements as needed.
iv. Run performance checks on the application server to check for
memory, CPU, and disk capacity issues. Recommend
configuration refinements as needed.
v. Review primary processes with Customer's representative from
each department to help identify bottlenecks in processes.
Recommend refinements as needed.
vi. Review application configuration to identify administrative errors
such as zero-dollar fees, questionable types, etc. Recommend
refinements as needed.
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vii. Provide written documentation of findings and recommendations.
On-site service shall be available to Customer at HARRIS's cost and at no additional charge
to Customer where on-site service is necessary to correct incidents, problems, deficiencies,
defects or errors in the Application Software which cannot otherwise be corrected by way
of remote support.
15. MODIFICATIONS. Modifications in Updates, Revisions, Releases and New Versions.
All future updates, revisions, releases or new versions of the Application Software as
provided by HARRIS shall not affect the ability of the Customer to use the Application
Software. If the installation of a future update, revision, release or new version of the
Application Software causes a Modification to not perform as originally written or as
defined in the Modification Specification, HARRIS shall, within seven (7) business days
of notification from Customer and at no charge to Customer, correct the Modification so
it functions as originally written or defined in the contract. Noncompliance will result in
Modification being elevated to a Priority 1 incident, if it does not already qualify under
normal terms of SLA. It shall not be a breach of this section if the Application Software
is able to perform the same function but in a manner that is different from the process
prior to the Modification.
16. SOFTWARE MAINTENANCE LOG. HARRIS shall maintain a log of all support cases
logged via methods listed under SERVICE NOTIFICATION from Customer to HARRIS
regarding problems with the Application Software or questions regarding the
operation of the Application Software. The written log of all support cases shall
include, but not be limited to, a short description of the support case issue, date,
time, Customer person initiating the support case, HARRIS person receiving the
case, description of support work performed by HARRIS and the disposition of the
case. On Customer's request, HARRIS shall provide Customer with a copy of the
written log of all support cases. •
17. CASE COMPLIANCE AUDIT. HARRIS and CUSTOMER shall meet quarterly to
review and report on logged cases closed within that period to determine level of
compliance against Service Level Agreement (SLA) as defined on Exhibit B, table 1.
The purpose of this meeting is to identify areas of non-compliance, identify any
corrective action and work toward continuous improvement.
18. ON SITE VISITS. Maintenance Agreement includes the option for up to two on site
support visits of two days each per year. The purpose of each visit will be to observe,
discuss and document ways to improve the operations of the system within the County,
whether that be areas of concern for the users, need for certain types of training,
enhancement requests, performance tuning, etc. CUSTOMER to reimburse HARRIS
for travel expenses.
19. GOVERNMENT MANDATED SOFTWARE CHANGES. HARRIS agrees to provide
changes to the Application Software to enable the Application Software to comply with
any and all processing or reporting required or mandated by the Federal government,
the Governmental Accounting Standards Board or any pronouncement issued by the
American Institute of Certified Public Accountants. Such required processing or report
changes shall be made to the Application Software by HARRIS within the required time
frame as defined by the governing body or authority concerned, provided that
HARRIS is made aware of the required or mandated changes and is allowed
sufficient time in which to make the required changes. HARRIS agrees to provide
changes to the Application Software to enable the Application Software to comply
with any and all processing or reporting required or mandated by the State of Florida
provided that Customer gives HARRIS the specifications from the State of Florida
regarding the processing or reporting requirement. Such changes to the Application
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Software shall be performed by HARRIS within the required time frames defined by the 1 1
State of Florida, provided that HARRIS is made aware of the required or mandated
changes and is allowed sufficient time in which to make the required changes. The
changes to the Application Software identified in this section shall be performed by
HARRIS at no charge to Customer provided that Customer has paid the annual
software maintenance fee at that time. Any reference to 'made aware' in this section
means that the Customer has made Harris aware of the required facts promptly from
the time of the release of such applicable information by the applicable
entity/agency/board.
20. CONVERSION COSTS. If a conversion of Customer's data is necessary due to an
update, revision, release or new version of the Application Software, HARRIS will cover
these costs.
21. FUNCTIONALITY REPLACEMENT CLAUSE. If HARRIS no longer supports the
functionality that the Customer originally licensed — but the functionality is
supported in another product, even if it's been renamed or re-bundled, or has
substantially greater functionality — then the Customer will receive this
replacement product at no additional cost, as long as the Customer is paying
Maintenance and Support costs except in the instances where
• HARRIS has publicly announced that the software has reached its end of life
and will no longer be maintained as of a certain date.
• The software no longer runs on currently supported versions of database or
operating Systems.
22. APPLICATION SOFTWARE. The "Application Software" as defined herein is that
software that is licensed by Harris to Customer and is more specifically detailed in
Exhibit C.
LIMITATION OF LIABILITY. Harris shall not be liable to Customer for any indirect
damages, consequential damages, or special damages, loss of data, or losses related
to an inability to collect or bill fees.
Harris's liability shall not exceed in the aggregate the fees paid by Customer to Harris
under this Agreement during the term in which such liability arose; in no event shall
any term exceed twelve (12) months for the purposes of this section.
The above limitations shall apply regardless of the nature of any claim or liability,
including for breach of contract, rescission of contract, tort, or via statute.
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IN WITNESS WHEREOF, HARRIS and the Customer, have each, respectively, by an
authorized person or agent, hereunder set their hands and seals on the date and year
first above written.
ATTEST:
.0,4RD BOARD OF COUNTY COMMISSIONERS
,,. - S,
COLLIER COUNTY, FLORIDA
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Dwight E Brodic, 'Apric of Courts
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By:".5".".../ ....,a4ive.ey
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Tim Nance, Chairman
Dated: 401r—
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Attest as to Chairman's
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N. HARRIS CO ' ER CORPORATION
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First Witness V C.'"c"'"-'it Sig ature
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Approved as to form and
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Deputy County Attorney
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EXHIBIT "A"
HARRIS SERVICE
RATES
Professional Services rate: $175/hr. (December 1 2015—November 30, 2016)
$180/hr. (December 1 2016—November 30, 2017)
8185/hr. (December 12017—November 30, 2018)
$1 0/hr. (December 1 2018—November 30, 2019)
$195/hr. (December 1 2019—November 30, 2020)
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EXHIBIT "B"
CityView Standard Support—Service Level Agreement
Contract Term: 3 Year (renewable for an additional two (2) one (I) year
periods)
Products Supported: CityView PreBuilts, CityView Portal, CityView Mobile
Support Channels: Web, Telephone or Email Support Requests Allowed: Unlimited
Who Can Report: Any registered user, via the Feedback button in CityView.
Hours of Coverage: Coverage hours are 9:00 a.m. to 8:30 p.m. Eastern Time from Monday
through Friday,excluding HARRIS Technical Support observed holidays. (Onlythose statutory
holidays that coincide between Canada and the United states are observed by HARRIS Technical
Support.) Extended telephone support hours forPriority 1 issues will be provided from 7:00AM to
9:00AM daily(Eastern Time,including Daylight Savings Time), Monday through Friday,
excluding US public holidays.
Accessing Support: The preferred method of opening a support incident is to enter the
problem details through our online support system (or through the Feedback button in
CityView). Telephone support requests should be preceded by filing an electronic support
request through one of the previously stated means, including a detailed problem description.
Telephone support requests will be answered live during business days, though staff may be
involved in serving other customers. If your call is not answered live, we ask that you leave a
message, including the support request tracking number you received from the electronic
filing, your name and phone or pager number. Messages are typically responded to within two
hours according to table 1 in Exhibit B.
Auto Acknowledgement:Any changes to tickets will generate a message which will contain the
details of your problem reportaswell as the support requesttracking number. Wheneverthe status
of your incident changes,a notification will automatically be senttothe individual that opened the call.
Request Response Time:Atechnical support engineerwill respond to all requests within the
time frames specified in Table 1.Business hours are 9:00 a.m.to 8:30p.m.Eastern Time from
Monday through Friday,excluding HARRIS Technical Support observed holidays. Only those
statutory holidays that coincide between Canada and the United States are observed by HARRIS
Technical Support. We process requests in the order oftheir priority followed by order of
submission.
Resolution of Bug-Related Requests:We will keep your request open and follow up when a
fix is available in a production release.We will also contact you if we post an experimental build
that will help with your problem.
What We Need to Help You
HARRIS wants tobe as responsive as possible to yoursupport needs.To accomplish this goal,
the HARRIS customer support staff relies on your knowledge,self-sufficiency,and thoroughness
during the troubleshooting process.You reap the benefits from this effort—it allows HARRIS to
focus on the more difficult problems and make the product more robust. It also helps control the
amount HARRIS charges for support.
• _ Knowledge:You should be experienced in the installation,operation,and
maintenance of the hardware, desktop, and network operating systems, and
applications in your environment before you install CityView.
• Self-sufficiency:We ask you to be as self-sufficient as possible when you encounter
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problems.You can do this by referring to technical documentation foryour environment
and by searching CityView Connecttodetermine ifyourissue is addressed before you
submit it to our customer support staff.
• Complete information:As with any troubleshooting process, accurate and timely
resolution depends on information. When you request support, please fill in all
relevant fields in the request form,provide a detailed problem description, and
attach any appropriate log files.Unfortunately,when the request information is
incomplete,it will take longer to resolve your issue.
• Preparation: If you call us for support,be prepared to provide the same level of
information as is requested on the request submission form.You can help reduce the time
to resolution by completing the online support request form and attaching files as
directed.Then,simply provide uswith the request numberwhen you call.We askthat
you have immediate access to the computer(s) on which HARRIS products are
running.
How to Access Support
HARRIS offers several methods of accessing support described below. Please note that for
Priority 1 (see Table 1)issues,customers are encouraged to submit their incident online and
then follow up via Harris Software's toll-free phone number 866-988-8324:
• Web Support(preferred method)
OurCityView Connect Feedback portal,
(https://citvviewsupport.harriscomputer.com/connect ) and CityView Connect Help
Portal (http://citvviewhelp.iharriscomputer.com/cityviewcros ),provide resources for
customer self-service,and is comprised of an online searchable knowledgebase,
downloadable updates, and a web-enabled CRM that allows users to log new support
incidents and check the status of previously submitted incidents on a 24 x 7 basis.
• Telephone Support
Telephone technical support is available between the hours of 9:00 a.m.and 8:30
p.m. EST on regular business days. Customers can contact us toll-free at
1.866.988.8324. HARRIS Technical Supportwill respond to telephone inquiries
using the Service Level Agreement provided in Table 1 below. Extended telephone
support hours for Priority 1 issues will be provided from 7:00AM to 9:00AM daily
(Eastern Time, including Daylight Savings Time), Monday through Friday, excluding
US public holidays via a separate telephone number 250-886-1278.
• Email Support
Customers may request assistance from HARRIS Technical supportvia email at
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Cityviewsupport(a harriscomputer.com . All email incident reports are logged into the
HARRIS support CRM database and are addressed based upon the priority of the
issues.The response time guidelines for support are provided in Table I below.
Feature Requests
If you come across an idea that you think might make a nice enhancement to CityView,your
input is always welcome,Please submityoursuggestionsthrough regular support channels.
Unless additional information is needed,you will not receive a personal response.Any
suggestions for enhancements to CityView that you submit will become the property of Harris
Software.HARRIS may use this information forany HARRIS business purposes,without
restriction, including for product support and development. HARRIS will not use information in a
form that personally identifies you.
Limitations
The following are not covered by Harris Software's Standard Support Agreement,but may be
available as separate services on a time and materials basis:
a) Services required due to misuse of HARRIS maintained software;
b) Services required due to software corrections,customizations,or modifications
not developed by Harris Software;
c) Services required by the Customerto be performed by HARRIS outside of
Harris Software's regular business hours;
d) Services required to resolve or work-around problems that cannot be reproduced in
Harris Software's support environment or customer's test environment;
e) Services which relate to tasks other than maintenance of the Customer's existing
implementation and configuration of CityView,including but not limited to,enhancing
or adapting CityView for specific operating environments;
f) Services requested by the Customer to implement software updates provided by Harris
Software.
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Table 1 Service Level Agreement
Prep Definition „tn ns Co a Cityv a Custo r) g et Resolution Time
('y �r ice,.,' T z '4'a dew and customer wit Gomes -'' g, 'ky q t m "�"x` A
d o ca � s to f#xproblem orxobta
impa $ �". workaroundtacfion plan �, vend twfl
al
(HI 1�: pr ce s im on Priority 1 issues aro tt� o
k untiloperation � . t
am ° z t e"n - ap ,; pd 1! ct ' : +g ,. • 7 .Y 1
oe r ii a avaifia ble.
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B „so e 11:Fif. M:,.. 4.i14-'1;:',.07::i:ii;11 n �, i C
3 = 10 d' ou .�.• ce 1 m -: a s *, zur ' � a S
segl, Mo ` k n o ' - u 3e ,�
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4 Rep 4F''',''''''j:EM'.5'':'t;P't'.:".-''',' -.:......:74,,V*,-.' - '''''':-=.''
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documentation &
:AC''Lift'''''',,,,g';-* ....” ...!4:':::ti0,7. 4.1:P.{Info.} issues t
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3 Enhancement. t8 Hours = Request er x � �a
qu M �:
Response time targets are during business hours only with exception of priority 1 items from 7-9Aful
*Target Resolution Time:Defined as non-software related solution or workaround.
Obtaining More Information
Information about our support programs may be obtained by contacting the CityView Support
team at 1.800.665.5647, or via email at cityviewsupportCa7harriscomputer.com.
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EXHIBIT "C'
LICENSE APPENDIX
CUSTOMER has received thefollowing licenses as of July 16, 2015:
Licenses Incremental Purchase Cost
225 CityView Application Client—Desktop $2,000
0 CityView Application Client—Desktop(Read Only) $5,000 for first 5 (min. of 5),
$900 for each additional
50 CityView Mobile Client–Mobile Permitting $500
6 CityView Mobile Client–Mobile Planning $500
1 CityView Server N/A
150 CityView GIS Extensions using ArcGIS Server N/A
1 CityView GIS Advanced Extensions N/A
1 CityView Application Builder $7,500
1 CityView XML Web Services Extension N/A
1 CityView Exchange N/A
1 CityView Dashboard N/A
1 CityView Portal $7,500 each additional process
on Portal
PreBuilts:
1 CityView Property Information N/A
1 CityView Permits & Inspections/ROW Permitting N/A
1 CityView Code Enforcement N/A
1 CityView Planning N/A
1 CityView Licensing N/A
1 CityView Cashiering N/A
MAPPING PRODUCTS ARE MISSING
RIGHT TO CANCEL. Customer reserves the right to cancel support for partial licenses with a reduction
in maintenance and support payments.
HARRIS will reduce the annual maintenance cost by one-quarter of one percent (0.25%) of
the currently in effect Annual Maintenance Charge for each license returned.
Notification of cancellation must be made at least ninety (90) days prior to the annual
renewal anniversary date. The effect of the reduction will be realized in the calculation
of the next Annual Maintenance Charge. This applies only to the CityView Application
—Desktop licenses.
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NO LONGER SUPPORTED CLAUSE. If HARRIS no longer supports the
functionality that the Customer originally licensed,Maintenance and Support will be
reduced by mutually agreed upon negotiated amount while continuing to provide
technical supportforthe product.