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Home My WebLink About2003-115 , . 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 RESOLUTION NO. 2003-115 RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING THE PURCHASING MANAGER TO A WARD AN ANNUAL PURCHASE ORDER AND SERVICE AGREEMENT, WITH TWO SINGLE YEAR RENEWAL OPTIONS, TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE AND SUPPORT OF UNIDATA, SB+ AND FINANCIAL MODULES FOR THE CITY'S FINANCIAL SYSTEM AND THE MUNICIPAL WATER DEPARTMENT'S FINANCIAL SYSTEM. BE IT RESOLVED: SECTION 1: That Harris Computer Systems is the sole source for maintenance and support of the City's Unidata, SB+ and financial modules, Pursuant to this determination, the Purchasing Manager is hereby authorized to issue an Annual Purchase Order and Service Agreement (a copy of which is attached hereto as Exhibit "A" and incorporated in full herein), with two single year renewal options, to Harris Computer Systems in an amount not to exceed $63,918.00 for Fiscal Year 2003/2004 for maintenance and support of the City's Unidata, SB+ and financial modules. Future year renewal options shall be contingent upon funds being approved in the City's budget for this service. SECTION 2. That the Mayor and Common Council authorize the Purchasing Manager to issue a purchase order for $63,918.00 to Harris Computer Systems of Nepean, Ontario, Canada for maintenance services. The Purchase Order shall reference the number of this resolution and shall incorporate the terms and conditions of the existing maintenance contract, which is on file in the City Clerk's Office. The Purchase Order shall read. "City and Water Financial Systems, FY 2003/2004. Not to exceed $63,918.00. SECTION 3: The authorization to execute the above referenced agreement order is rescinded if it is not issued within ninety (90) days of the passage of this resolution. 2003-115 1 2 3 4 5 6 7 8 RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING THE PURCHASING MANAGER TO A WARD AN ANNUAL PURCHASE ORDER AND SERVICE AGREEMENT, WITH TWO SINGLE YEAR RENEWAL OPTIONS, TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE AND SUPPORT OF UNIDATA, SB+ AND FINANCIAL MODULES FOR THE CITY'S FINANCIAL SYSTEM AND THE MUNICIPAL WATER DEPARTMENT'S FINANCIAL SYSTEM. I HEREBY CERTIFY that the foregoing resolution was duly adopted by the Mayor and Common Council of the City of San Bernardino at a j t. reg. meeting thereof, held on the 2 nd day of June ,2003, by the following vote, to wit: 9 Council Members ESTRADA Aves Navs X X X X - X X X Abstain Absent 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 LONGVILLE McGINNIS DERRY SUAREZ ANDERSON MCCAMMACK /j . . ~ /D' R~~~:~l~k, Clty'c~ri:oL ~. I.: 25 Approved as to form and legal content: James F. Penman, City Attorney BY#"'" t. p CM,~ The foregoing resolution is hereby approved this day of June ,2003. 26 27 28 2003-115 ~, . Schedule A . HARRIS COMPUTER SYSTEMS ',,:, Software Support Agreement Standard Guidelines .' " '~;i , ..'o , .~; , ;~ .-~ ; i 1 2003-115 Purpose The purpose of this document is to provide our customers with information on our standard coverage. the services which are included as part of your annual software support. a listing of call priorities. an outline of our escalation procedures. details on our current service rates. This document will serve as a guideline for thc support department but will be superceded by an existing. signed sotiware support contract where applicable. Harris rescrves the right to make modilications to this document as required. Standard Support and Maintenance Services The services listed below are services that are included as part of your software support contract. . 800 Telephone support (8:00am - 8:00pm Eastern Standard Time, Monday to Friday) . "On Call" after hours support (Scheduled assistance for installations. upgrades & other special projects, there may be charges depending on the scope of work) . Technical troubleshooting Operating Syslem Hardware Development tools/licenses . E-mail support call logging and notification . Free Harris eSupport access with the following on-line benefits: Log & close calls View & update calls Update contact informalion Access published documenlation Access available downloads Access Support knowledge base . Standard software releases and updates Defect corrections (as warranted) Planned enhancements Payroll regulated changes Release notes . Limited training questions (15 minutes) . DB tuning / optimization . Customer Care Program Quarterly News Letter with support tips Technical support bulletins Communication on new products and services . Outstanding Calls Report with conference call as required . Design review for potential enhancemenls or custom modifications - free estimate . Assisl with printer setup within the software provided it is setup correctly in lhe Operating System. 2003-115 - 3 - Billable Support Services The services listed below are services that are out of scope of your software support contract and are therefore considered billable services. . On-site training . Extended telephone training . Forms redesign or creation (includes Bill Prints and Letters) . Changes to handheld interface or creation of new interface . Changes to pre-authorized payment (PAP) file . File imports/exports - Interfaces to other applications . Selling up test areas on tile server. . Custom modifications . Addilion of tokens for Letters module . Selling up addilional companies . Postal mode updates . Notice Prints . Reversal of custom code . Selling up new General Ledgers . Data conversions / global modification to setup table data . Upgrades of third party software . Database refreshes . Regular Projecl Management services Rates . $1,500/day or $200/hour Training Enhancements Custom Modifications Report Creation . Non-active clients $300 to log a call $200 per hour (minimum of I hour) . Handheld Interface - $5.000 . Test database set-up - $750 . Forms activation, $275 per form . Documentation: CD $50. Manual $75 - $100 2003-115 - 4- Call Priorities In an effort to assign our resourccs to incoming calls according to the urgency of the issue being reported. Harris Computer Systems has identified three types of call priorities, 1.2 & 3. A Priority I call is deemed by our support staff to be an Urgent or High Priority calL Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low Priority_ The criteria used to establish guidelines for these calls is as follows: Priority I . System Down (HW. OS. Database. Application) . Inability to process Payroll checks . Inability to process Accounls Payable checks . Inability to process bills . Program errors without workarounds . Incorrect calculation errors impacting a majority of records . Aborted postings or error messages preventing data integration and updale . Performance issues of severe nature impacting critical processes . Hand-held interface issues preventing billing Priority 2 . System errors that have workarounds . Calculation errors impacling a minority of records . Reports calculalion issues . Printer related issues (related to interfaces with our software and not the printer itself) . Security issues . HH issues not preventing billing . Performance issues not impacting critical processes . Usability issues . Workstation connectivity issues (WS specific) Priority 3 . Report formatting issues . Training questions, how to, or implementing new processes . Aesthetic issues . Issues with workarounds for large majority of accounts . Recommendations for enhancements on system changes . Questions on documentation 2003-115 - =' - Call Process In order to escalate your issue to the appropriate resource. it is important to ensure that your call has been logged. Below is our current process for logging calls within the support department. Call Process Place a support call through eSupport at http: 'lll1llllrlh"rri'C<lIl1pllICrWI11 or by email to: 'llppUn it h"rri'Clllllpllter.n'l11 . by phone to 866-450-6696 or by fax to 613-723-1515. Your call must contain: Your company name. contact person. software product & version. module and/or menu selection. nature of issue. detailed description of your question or issue. Batch #. Journal #. Account # (if applicable) support call reference # (See Customer Log Form) l.l Harris eSupport or the Support Coordinator will provide you with a CalllD to track your issue and your call will be logged into our support tracking database. l.l Your call will be stored in a queue and the first available support representative will be assigned to deal with your issue. l.l As the support representative assigned to your call investigates your issue. you will be conlacted and advised as to where the issue slands and the course of action that will be taken for resolution. lfwe require additional information. you will be contacted by the assigned support representative to supply the information required. All correspondence and aclions associated with your call will be tracked against the call in our support database. At any time. log onto eSupport to see the status of your call. l.l Once your issue has been resolved. you will receive an automated notification by email that your call has been closed. This email will contain the entire event history of the call from the time the call was created leading up to the resolution of the call. You also have the option of viewing both your open and closed calls on-line through eSupport. l.l If the issue needs to be escalated to a programmer. your issue will be logged into our Development database and you will be provided with a Tracker # to track lhe progress of your development issue. At this time, your support call will be closed and the Tracker # provided will become your new reference #. Issues escalated to Development will be scheduled for resolution and may not be resolved immediately depending on the nature of the issue. l.l Contact the support department at your convenience for a status update on your Development Issue. 2003-115 . n. Escalation Procedures Our response times will vary based on call priorities. We do our best to ensure that we deal with incoming calls in the order that they are received, however calls will be escalated based on the urgency of the issue reported. Our escalation process is defined below. This process has been put into place to ensure that issues are being dealt with appropriately. If at any time you not satisfied with the resolution of your issue or the response to your call. please contact our Support Coordinator and we will have the appropriate individual follow up. Escalation Process Your call is logged with Harris Support U If your call is a Priority I and it has not been responded 10 within 4 hours. the support resources responsible for your call are notified by email and your call is escalated inlernally to a level L Priority 2 calls will be escalated ifnot responded to within 12 hours and Priority] calls not responded to within 24 hours will be escalated. U If your Priority I call has not been responded to 4 hours after the designated limeframe, the Group Leaders are notitied and your call is escalated to a level 2. U If your call has not been responded to after 5 hours from the designaled timeframe. the Manager of Support is nolified and your call is escalated 10 a level ], U If your call has not been responded to after 6 hours from the designated limeframe. the VP of Support & Development is nolified and your call is escalated to a level 4. U If your call has not been responded to after 7 hours from the designated time frame, the Chief Operating Officer is notified and your call is escalated to a level 5. our final level of escalation. Appendix A 2003-115 - 7 - Below is a listing of Canadian Statutory Holidays for 2001. Please note that Harris Support will be closed on designated days as outlined below, emergency support will be available in most cases when the US does not have a corresponding statutory holiday. New Year's Day Good Friday Victoria Day Canada Day Provincial/Civic Holiday Labour Day Thanksgiving Day Christmas Day Boxing Day January I Aprill May 20 July I August 5 September 2 October 14 December 25 December 26 Closed Emergency Support Emergency Support Emergency Support Emergency Support Closed Emergency Support Closed Closed 2003-115 . X . Appendix B HARDW ARE SUPPORT AGREEMENT Purpose The purpose of this documcnt is to provide our customers with information on our standard covcrage and the scrvices which arc includcd as part of your annual hardware support. This documcnt will serve as a guideline for the support department but will be superceded by an existing. signed hardware support contract where applicable. Harris reserves lhe right to make modifications to this document as required. Standard Hardware Support and Maintenance Services The services listed below are serviccs that arc included as part of your hardware support contract. . 800 Telcphone support (8:00am - 8:00pm Eastcrn Standard Time. Monday to Friday. . "On Call" after hours support (Scheduled assistancc for installations. upgrades & other special projects. there may be charges depending on the scope of work) . Modem support (through one of our rccommended methods of communication) . Technical troubleshooting On components listed on your Hardware Service Agreement Operating System Development tools/licenses . Limited training questions (15 minules) . Crealion of backup scripts / backup recovery . Recovering data resulting from system crashes . Recommendations on specific hardware requirements Billable Support Services The services listed below are services that are out of scope of your hardware support contract and are therefore considered billable services. Please note we do not provide Hardware support on any Printers. . On-site installation or upgrade of hardware or other components . Extended telephone training . Reconfiguring hardware and fileservers . Recovering data resulting from client error . Upgrading of hardware systems . Preventalive maintenance monitoring or other services 2003-115 - 9- . Recommending m assisting with disaster recovery plans Ra tes . $1.500/day or $200/hour . Non-active clients $300 to log a call $200 per hour (minimum of 1 hour) Call Priorities In an effort to assign our resources to incoming calls according to the urgency of the issue being reported, Harris Computer Systems has identified three types of call priorities, 1, 2 & 3. A Priority 1 call is deemed by our support staff to be an Urgent or High Priority call. Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low Priority. The criteria used to establish guidelines for these calls is as follows: Priority I . System Down (HW, OS. Database. Application) . File system full . Performance issues of severe nature impacting critical processes Priority 2 . System errors thai have workarounds . Performance issues not impacting critical processes . Workstation connectivity issues (WS specific) . Backup problems Priority 3 . Recommendations for enhancements on system changes . Training on network ofIS related functions Connection Methods To ensure we can effectively support our clients, we ask that a communication link. is established and maintained between our two sites. It is the client's responsibility to ensure the connection is valid at your location so that Harris can connect to your site and resolve the issue at hand. Our recommended methods of connection are: . Internet . VPN . RAS . Direct Connection 2003-11S - 10- Appendix C THIRD PARTY SUPPORT AGREEMENT Purpose The purpose of this doclIment is to provide ollr customers \"ith information 011 our standard (Overage and the services which are included as part of your annual 3'" party support. This document will serve as a guideline for the support department but will be superceded by an existing. signed contract where applicable. Harris reserves the right to make moditications to this document as required. Standard Third Party Support and Maintenance Services For those clients with Harris Computer Systems maintenance on 3'" party products, Harris will provide support as described below. Harris provides I" line support for all 3'" party products listed below and will escalate to the vendor if required. Please note that 3'd party installations & preventative maintenance services are not included as part of your maintenance unless otherwise indicated below_ . Informix - Standard Engine & Online Engine databases. Support provided for Harris database related issues ODBC installation & connection to Harris databases Updating database to support new Harris software releases Entitlement to new Informix software shipments Initiallnformix installation & configuration . Unidata Entitlement to new Unidata software shipments Initial Unidata installation & configuration I" line support for troubleshooting Unidala related issues . GUI Entitlement to new GUl software releases Installation & configuration I" line support for troubleshooting GUl related issues . System Builder & SB+ Entitlement to new SB software releases Installation & configuration I" line support for troubleshooting SB related issues . Report Writer (Impromptu) Administrator & User License Initial installation & configuration of Impromptu sotiware. Set up of Impromptu and establishing a connection with the PUBS software Limited assistance in utilizing standard report writer functionality (15 min. max.) Data Dictionary Updates to catalog which reflect changes in PUBS upgrades Assistance in locating information within the catalog Direction on an existing report (a copy of the report is needed) 2003-115 -11- Billable 3'd Party Services . Informix upgrades & installations (other than at time of initial purchase) . Unidata upgrades & installations (other than at time of initial purchase) . Report Writer upgrades & installations (other than at time of initial purchase) . Re-establishmcnt of OOBC connection if connection was lost due to actions of non-Harris personnel. . OOBC connections to other 3" party products . Creation of custom reports . Report Writer training Rates . $1.500/day or $200/hour . Non-active clienls $300 to log a call $200 per hour (minimum of I hour)