HomeMy WebLinkAbout2001-139
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RESOLUTION NO. 2001-139
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 BY THE MAYOR AND COMMON COUNCIL OF
THE CITY OF SAN BERNARDINO AS FOLLOWS:
SECTION I: 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
$51,706 for Fiscal Year 2001/2002 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: The authorization to execute the above referenced
agreement order is rescinded if it is not issued within sixty (60) days of the passage
of this resolution.
I HEREBY CERTIFY that the foregoing resolution was duly adopted by
the Mayor and Common Council of the City of San Bernardino at a joint regular
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L __ ~__~
2001-139
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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.
June
,2001, by the
meeting thereof, held on the 4th
day of
7 following vote, to wit:
Council Members
Abstain
Absent
Navs
Aves
ESTRADA
x
LIEN
x
McGINNIS
x
SCHNETZ
x
SUAREZ
x
ANDERSON
x
MCCAMMACK
x
~h.~
Rac G. Clark, City Clerk
The foregoing resolution is hereby approved this S-n-t day of -.:.'~ne _, 2001.
A--x.~ -~
Betty Anderson, Mayor Pro Tern
City of San Bernardino
Approved as to form and legal content:
James F. Penman, City Attorney
BY: Q,.~? ~
(J
r
___~05/04/01 16:37 FAX 613 226 3377
HARRIS CO~P[TERS
~003
Software Support Agreement
For the period from July 1. 2001 to June 30. 2002.
Between Harris Computer Systems. 117 Centrepolnte Drive, Suite 200. Nepean. Ontario. Canada. K2G 5X3 and:
Customer:
San Bernadino, City of
Agreement Status
Active
Address:
300 North "0" Street
San Bernadino, CA
92418-0001
U.SA
Phone #:
909-384-5184
Contact:
Glenn Cline
No. of Accounts.
Application
Version
Active
Live Date
Annual Amount
Accounts Payable (Select) 6.0.7 Yes $2,627.74
Bank Reconciliation ISelect) 5.0.2 Yes $535.28
Budget Preparation (Select) 4.6.3 Yes $2,773.72
Budgel Validation (Select) 13.0 Yes $1.000.00
Chart of Accounts (Select) 2.0.2 Yes $1500.00
Employee Budgeting (Select) 1.3.1 Yes $1.65450
General Ledger (Select) 5.0.2 Yes $3,309.00
Payroll (Select) 4.3.0 Yes $2,198.30
Purchase Orders (Select) 5.8.7 Yes $2,773.72
System Jobs (Select) 4.5.6 Yes $2,627 74
Port Yes $1,000.00
Unldala Yes $7.50000
IEstimate)
Tolal: $29,500.00
For Customer:
Date:
For Harris:
Date
-
I '
05/04/01 16: 37 FAX 613 226 3377
HARRIS COMPUTERS
~002
Software Support Agreement
For the period of July 1. 200110 June 30, 2002.
Between Harris Computer Systems, 117 Centrepointe Drive, Suite 200, Nepean, Ontario, Canada. K2G 5X3 and:
Customer
San Bernadino Water
Agreement Status:
Active
Address:
300 North "0" Street
San Bernadino, CA
92418-0001
U.SA
Phone #
909-384-51 B4
Contact
Glenn Cline
No. of Accounts:
Application
Version
Active
Live Date
Annual Amount
Accounts Payable (Selecl) 6.0.7 ves $1,015,13
Bank Reconciliation (Select) 5.0.2 Yes $206.79
Budget Preparalion (Select) 4.6.3 Yes $1,071.53
Budget Validation (Select) 1.3.0 Ves $750.00
Central Cash (Select) 2.5.10 Yes $1,000.00
Chart of Accounis (Select) 2.0.2 Yes $225.5B
Employee Budgeting (Select) 1.3.1 Yes $639.16
Fixed Assets (Select) 400 Yes $639.16
General Ledger (Select) 5.02 Yes $1,278.31
Inventory Control (Select) 56.11 Yes $1,015.13
Miscellaneous Receivables 25.10 Yes $1,01513
(Select)
Payroll (Select) 4.3.0 Yes $1,428.70
Purchase Orders (Select) 5.8,] Yes $1,071.53
Receivables Setup (Select) 1.7.0 Yes $695.55
,
System Jobs (Select) I 4.56 Ves $639.16
Work Orders (Select) 5,0.3 Yes $1.015.13
.-
Port Yes $1,000.00
U nid ala Yes $],~uu.Ou
(Estimate)
Total: $22,206.00
For Customer:
Date'
For Harris:
Dale.
Schedule A
HARRIS COMPUTER SYSTEMS
Software Support Agreement
Standard Guidelines
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 the support department
but will be superceded by an existing, signed software support contract where applicable.
Harris reserves the right to make modifications 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,
excluding Canadian Statutory Holidays. See Appendix B for a listing of current
Holidays.)
. "On Call" after hours support (Scheduled assistance for installations, upgrades &
other special projects)
· Modem support
· Technical troubleshooting
Operating System
Hardware
Development toolsllicenses
· E-mail support call logging and notification
· Standard software releases and updates
Defect corrections (as warranted)
Planned enhancements
Payroll regulated changes
Release notes
· Limited training questions (15 minutes)
. DB tuning I optimization
· Creation of backup scripts I backup recovery
· Off-hours installation of updates
· 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 enhancements or custom modifications - free estimate
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
· Setting up test areas on file server.
· Custom modifications
· Addition of tokens for Letters module
· Setting up additional companies
. Postal mode updates
. Notice Prints
· Upgrading of hardware systems
· Reconfiguring hardware and fileservers
· Reversal of custom code
· Setting up new General Ledgers
· Data conversions / global modification to setup table data
· Regular Project 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
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, I, 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 1
· System Down (HW, OS, Database, Application)
· Inability to process Payroll checks
· Inability to process Accounts Payable checks
· Inability to process bills
· Program errors without workarounds
· Incorrect calculation errors impacting a majority of records
· Aborted po stings or error messages preventing data integration and update
· Performance issues of severe nature impacting critical processes
. Hand-held interface issues preventing billing
Priority 2
· System errors that have workarounds
· Calculation errors impacting a minority of records
· Reports calculation 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
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 ~ support call via email to:sllooorifij)harriscomolllcr.com , 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)
U
The Support Coordinator will provide you with a Call ill to track your issue and your call
will be logged into our support tracking database.
u
Your call will be stored in a queue and the first available support representative will be
assigned to deal with your issue.
U
As the support representative assigned to your call investigates your issue, you will be
contacted and advised as to where the issue stands and the course of action that will be
taken for resolution. Ifwe require additional information, you will be contacted by the
assigned support representative to supply the information required.
All correspondence and actions associated with your call will be tracked against the call
in our support database.
U
Once your issue has been resolved, the support representative will contact you to advise
you of the resolution to your issue and the call will be closed in our support database.
U
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 the progress of
your development issue. At this time, your support call will be closed and the Tracker #
you are 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.
U
Contact the support department at your convenience for a status update on your
Development issue.
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
Please contact our Support Coordinator if you are not satisfied with the resolution or
response to your issue. Our Support Coordinator will escalate your issue to the
appropriate Team Leader (the Team Leader will vary based on Product Line)
U
The Team Leader will discuss the issue with the Support Representative that dealt with
the call to understand the scope of the problem. The Team Leader will contact the
customer to provide a resolution update. If the Team Leader can not resolve the issue or
if the client is not satisfied, Team Lead will escalate to Manager of Support.
U
The Manager of Support will meet with the Team Lead and the Support Resource
assigned to the call to understand the issue at hand. The client will be contacted by the
Manager of Support and provided with an update and a plan of action. If the issue is a
Development issue or if the customer requires further resolution, the Manager of Support
will escalate to the VP of Support & Development.
U
The VP of Support & Development will meet with all parties involved and will provide
the customer with a revised plan of action or update where required. If necessary, the VP
of Support & Development will escalate issue to the VP of Operations.
U
Chief Operating Officer
Appendix B
Listing of Canadian Statutory Holidays for 200 I.
New Year's Day
Good Friday
Victoria Day
Canada Day
ProvinciaVCivic Holiday
Labour Day
Thanksgiving Day
Christmas Day
Boxing Day
January 1 st
April 13th
May 21st
July 1st
August 6th
September 3'd
October 8th
December 25th
December 26th