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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Date: May 23, 2005
Subject:
RESOLUTION OF THE CITY OF SAN
BERNARDINO AUTHORIZING AN
ANNUAL IIAINl'ENANCEAGREEIlENT
TO HARRIS COMPUTER SYSTEMS FOR
THE CITY'S FINANCIAL SYSTEM
MlCC MeetIng Date: JUNE 20, 2005
From: TOIIIlAREK,
ACTING I.S. DIRECTOR
Dept ADMINIINFORIlATION
SERVICES DIVISION
Synopsis of Previous Council Action:
Jan. 1, 1994, Reso. #94-010, the City Council approved the purchase of a financial
system for City's Finance Department.
Nov. 7, 1995, the Board of Water Commissioners approved the purchase of a financial
system for Water Department.
June 3, 2002, Reso. #2002-149, the City Council approved an agreement between the
City and Harris Computer Systems to provide software maintenance and support for the
City and Water financial systems.
Recommended Motion:
Adopt resolution.
Signature
Contact person: Tom Marek
Phone:
384.5947
Supporting data attached: Staff R.port Ward:
FUNDING REQUIREMENTS: Amount: $ 43,320.00
Source: JAcct. No.)
679-251-5172
(ArM qActcriPtinn) r:~...ipmAnt UaintAnant"'.A
Finance:
,
Council Notes:
!po ~ DOS- 14}--
Agenda Item No. ~
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CITY OF SAN BERNARDINO - "QUaT FOR COUNCIL ACTION
Staff Report
Subject:
Resolution of the City of San Bernardino authorizing the Purchasing Manager to award an
annual purchase order and service agreement, with two single year renewal options, to Harris
Computer Systems for maintenance and support ofUnidata, SB+, and Financial Modules for the
City's financial system.
Background:
The City financial system contains numerous software applications such as Accounts Payable,
Accounts Receivable, Bank Reconciliation, Budget Preparation, Budget Validation, Cash
Receipts, Chart of Accounts, Employee Budget, General Ledger, Inventory Control,
Miscellaneous Receivables, Payroll, and Purchase Orders which were all developed by Harris
Computer Systems. Some of the benefits the system provides are online budget entry, general
ledger account inquiries, online requisitions, automated bank reconciliation, production of
accounts payable checks, accounts payable inquiry, and purchase order generation and inquiry.
Software maintenance and support for the City financial system is only available from the
proprietary vendor, Harris Computer Systems. The maintenance agreement includes
maintenance of financial software, application support, and annual updates to W2 and 1099
processing programs as well as software version upgrades.
Financial Impact:
The annual cost for software maintenance of the City financial systems for Fiscal Year
2005/2006 is $43,320.00. This is an increase of$I,581.00 over the fiscal year 2004/2005 cost of
$41,739.00.
Recommendation:
Adopt resolution.
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(CQ)[P)f
RESOLUTION NO.
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
UNlDATA, SB+ AND FINANCIAL MODULES FOR THE CITY'S FINANCIAL
SYSTEM.
BE IT RESOLVED:
SECTION 1: That Harris Computer Systems is the sale 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 renewaI options, to Harris Computer Systems in an amount not
to exceed $43,320.00 for Fiscal Year 200512006 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 $43,320.00 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
Financial System, FY 200512006. Not to exceed $43,320.00.
SECTION 3: The authorization to execute the above referenced
agreement order is rescinded ifit is not issued within ninety (90) days of the
passage of this resolution.
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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
I HEREBY CERTIFY that the foregoing resolution was duly adopted by the Mayor
Common Council of the City of San Bernardino at a
meeting thereof, held on
the
day of
, 2005, by the following vote, to wit:
Council Members
~
Nays
Abstain
ESTRADA
LONGVILLE
McGINNIS
14 DERRY
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KELLEY
JOHNSON
MCCAMMACK
Rachel G. Clark, City Clerk
The foregoing resolution is hereby approved this day of
Judith Valles, Mayor
City of San Bernardino
Approved as to form and legal content:
James F. Penman, City Attorney
nt,,,, r ?~
Absent
, 2005.
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Schedule A
HARRIS COMPUTER SYSTEMS
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Software Support Agreement
Standard Guidelines
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o Purpose
The purpose of this document is to provide our customers with information on oW'
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 Qur
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 ~rvices listed below are services that are included as part of your software support
contract.
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. 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 System
- Hardware
- Development toolsllicenses
. 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 information
- Access published documentation
- 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 I 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 enhancements or custom modifications - free estimate
. Assist with printer setup within the software provided it is setup correctly in the
Operating System.
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o 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.
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. 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
. Reversal of custom code
. Setting up new General Ledgers
. Data conversions / global modification to setup table data
. Upgrades of third party software
. Database refreshes
. Regular Project Management services
Rates
. $1,5oo/dayor $2001hour
- Training
- Enhancements
- Custom Modifications
- Report Creation
. Non-active clients
- $300 to log a call
- $200 per hour (minimum of 1 hour)
. Handheld Interface - $5,000
. Test database set-up - $750
. Forms activation, $275 perform
. Documentation: CD $50, Manual $75 - $100
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o Call Priorities
In an effort to assign our resources to incoming calls according to the urgency of the issue
being reported, Hanis Computer Systems has identified three types of call priorities, 1, 2
& 3. A Priority 1 call is deemed by our support staff to be an Urgent or High Priority
call. Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low
Priority. The criteria used to establish guidelines for these calls is as follows:
Priority 1
. SY$tem Down (HW, OS, Database, Application)
. ~'bility to process Payroll checks
. I~ility to process Accounts 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 update
. Performance issues of severe nature impacting critical processes
. Hand-held interface issues preventing billing
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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
. Usabilityissues
. 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
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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;/support.harriscoI11Putcr,col11 or by email to:
SUDDorHdharriscOl11Putcr.cOl11 , by phone to 866-450-6696 or by fiJx to 613-723-1515. Yom 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)
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Harris eSupport or the Support Coordinator will provide you with a Call ID to track your issue
and your call will be logged into our support tracking database.
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Your call will be stored in a queue and the first available support representative will be assigned
to deal with your issue.
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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.
If we 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. At any time, log onto eSupport to see the status of your call.
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Once your issue has been resolved, you will receive an automated notification by email that yom
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.
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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 # 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.
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Contact the support department at your convenience for a status update on your Development
issue.
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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 caUs 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 deah 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.
EsealatiOD Process
Your call is logged with Harris Support
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If your call is a Priority 1 and it has not been responded to within 4 hours. the support
resources responsible for your call are notified by email and your call is escalated
internally to a level 1. Priority 2 caUs will be escalated if not responded to within 12
hours and Priority 3 calls not responded to within 24 hours will be escalated.
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If your Priority 1 call has not been responded to 4 hours after the designated timeframe,
the Group Leaders are notified and your call is escalated to a level 2.
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If your call has not been responded to after S hours from the designated timeframe, the
Manager of Support is notified and your call is escalated to a level 3.
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If your call has not been responded to after 6 hours from the designated timeframe, the
VP of Support & Development is notified and your call is escalated to a level 4.
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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 levelS, our final level
of escalation.
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o Appendix A
Below is a listing of Canadian Statutory Holidays for 200 1. 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
Christimas Day
Boxing Day
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January I Closed
April I Emergency Support
May 20 Emergency Support
July 1 Emergency Support
. August 5 Emergency Support
September 2 Closed
October 14 Emergency Support
December 25 Closed
December 26 Closed
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o Appendix B
HARDWARE SUPPORT AGREEMENT
Purpose
The pl,U'pOse of this document is to provide our customers with information on our
stanctard coverage and the services which are included as part of your annual hardware
support. This document will serve as a guideline for the support department but will be
superceded by an existing, signed hardware support contract where applicable.
Harris reserves the right to make modifications to this document as required.
Standard Hardware Support and Maintenance Services
The services listed below are services that are included as part of your hardware support
contract.
o
. 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)
. Modem support (through one of our recommended methods of communication)
. Technical troubleshooting
- On components listed on your Hardware Service Agreement
- Operating System
- Development tools/licenses
. Limited training questions (15 minutes)
. Creation of backup scripts / backup recovery
. Recovering data resulting from system crashes
. Recommendations on specific hardware requirements
Billable Support Services
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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 resuhing from client error
. Upgrading of hardware systems
. Preventative maintenance monitoring or other services
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. Recommending or assisting with disaster recovery plans
Rates
. $1,500/day or $2001hour
. 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 calIs 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 1
. System Down (HW, OS, Database, Application)
. File system full
. Performance issues of severe nature impacting critical processes
Priority 2
. System errors that 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
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o Appendix C
THIRD PARTY SUPPORT AGREEMENT
Purpose
The purpose of this document is to provide our customers with information on our standard
coverage and the services which are included as part of your annual3n1 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 modifications to this document as required.
Standard Third Party Support and Maintenance Services
For those clients with Harris Computer Systems maintenance on jrd party products, Harris will
provide support as described below. Harris provides III line support for all 301 party products
listed below and will escalate to the vendor if required. Please note that 301 party installations &
preventative maintenance services are not included as part of your maintenance unless otherwise
indicated below.
C)
. 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
Initial Informix installation & configuration
. Unidata
Entitlement to new Unidata software shipments
Initial Unidata installation & configuration
III line support for troubleshooting Unidata related issues
. GUI
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Entitlement to new GUI software releases
Installation & configuration
III line support for troubleshooting GUI related issues
. System Builder & SB+
Entitlement to new SB software releases
Installation & configuration
III line support for troubleshooting SB related issues
. Report Writer (Impromptu)
Administrator & User License
Initial installation & configuration of Impromptu software.
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)
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Billable 3"' 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-establishment of OOSC connection if connection was lost due to actions of non-Harris
personnel.
. OOSC connections to other 3M party products
. Creation of custom reports
. Report Writer training
Rates
. $l,5oo/dayor $200lhour
. Non-active clients
$300 to log a call
$200 per hour (minimum of 1 hour)
** FOR OFFICE USE ONLY - NOT A PUBLIC DOCUMENT **
RESOLUTION AGENDA ITEM TRACKING FORM
Meeting Date (Date Adopted): (, - ;)./9 - 0 ( Item # ~? Resolution # d-iJ b;- - II..e ~
Vote: Ayes 1 Nays Abstain Absent
Change to motion to amend original documents 0 Companion Resolutions
NullNoid After: q 0 days /
Resolution # On Attachments: 0 Note on Resolution of attachment stored separately: 0
PUBLISH 0
POST 0
RECORDW/COUNTY 0
By:
Ii
Date Sent to Mayor: {p" yY aS ./
Date of Mayor's Signature: ~')-3 Ia:{ -'
Date ofClerk/CDC Signature: 6, >? r oS;-
Reso. Log Updated: ~
Seal Impressed: .ef
Date MemolLetter Sent for Signature:
1 sl Reminder Letter Sent:
Date Returned:
2nd Reminder Letter Sent:
Not Returned: 0
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Request for Council Action & Staff Report Attached:
Updated Prior Resolutions (Other Than Below):
Updated CITY Personnel Folders(64p, 6429, 6433, 10584, 10585, 12634):
Updated CDC Personnel Folders (55?}):
Updated Traffic Folders (3985, 8234, 655, 92-389):
Yes ,//'//~o By _
Yes No /" By_
Yes NoL By_
NO~
No_ By_
Yes
Yes
Copies Distributed to: /
~ Animal Control 0 EDA 0 Information Services
J>
, City Administrator ~ Facilities ~/ Parks & Recreation 0
City Attorney Finance Police Department 0
Code Compliance 0 Fire Department 0 Public Services 0
Development Services 0 Human Resources 0 Water Department 0
Others:
Notes:
/
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Ready to File:V
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Date: J
Revised 12/18/03