HomeMy WebLinkAbout36-Information Technology
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
From: TOM MAREK,
IT DIRECTOR
Dept: ADMINIINFORMATlON
TECHNOLOGY DIVISION
Subject:
RESOLUTION OF THE MAYOR AND
COMMON COUNCIL OF THE CITY OF SAN
BERNARDINO AUTHORIZING THE
EXECUTION OF AN AGREEMENT AND
PURCHASE ORDER WITH TWO ONE-YEAR
RENEWAL OPTIONS TO HARRIS
COMPUTER SYSTEMS FOR MAINTENANCE
OF THE CITY'S FINANCIAL SYSTEM.
Date: July 16, 2007
MICC Meeting Date: September 17, 2007
Synopsis of Previous Council Action:
September 4,2007, the City Council continued this item to the September 17, 2007
meeting.
August 20,2007, the City Council continued this item to the September 4,2007
meeting.
June 20, 2005, Reso. #2005-162, the City Council approved an agreement with Harris
Computer Systems to provide maintenance for the City financial software.
Recommended Motion:
Adopt resolution.
~~
Signature j' 7 If
Contact person: Tom MarAk
Phone:
384.5947
Supporting data attached:Staff Report, Agreement Ward:
FUNDING REQUIREMENTS: Amount:
$ 47,911.08
Source: (Acct. No.)
679-251-5172
(Acct. Description) Equipment Maintenance
Finance:
Council Notes:
Age"altam No. ~~
1 .J 7.07
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Staff Report
Subject:
Resolution of the Mayor and Common Council of the City of San Bernardino authorizing the
execution of an agreement and purchase order with two one-year renewal options to Harris
Computer Systems for maintenance of 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.
The Fiscal Year 2007/2008 budget includes funding for the replacement of this financial system.
However, due to the complexity of financial system migrations, the implementation is unlikely to
be completed this fiscal year. In the meantime, the existing Harris Computer System must be
maintained.
This resolution authorizes the Director of Finance or his/her designee to award an annual
purchase order with two one-year renewal options, including an increase of up to 5% per renewal
year.
Financial Impact:
The annual cost for software maintenance of the City financial systems for Fiscal Year
2007/2008 is $47,911.08. The amount for fiscal year 2006/2007 was $45,135.00 for an increase
of$2,776.08 in fiscal year 2007/2008.
Recommendation:
Adopt resolution.
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RESOLUTION NO.
RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF
SAN BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND
PURCHASE ORDER WITH TWO ONE-YEAR RENEWAL OPTIONS TO HARRIS
COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'S FINANCIAL
SYSTEM.
BE IT RESOLVED BY THE MAYOR AND COMMON COUNCIL OF THE CITY
OF SAN BERNARDINO AS FOLLOWS:
SECTION 1: That the Director of Finance or hislher designee is hereby authorized
to issue an Annual Purchase Order with two one-year renewal options, including and up to a
5% increase per renewal year, to Harris Computer Systems (the sole source for maintenance
for the City's financial system) in an amount not to exceed $47,911.08 for Fiscal Year
200712008 for maintenance of the City's financial system. The Purchase Order shall
reference the number of this resolution and shall read, "City Financial System, FY
200712008, not to exceed $47,911.08." and shall incorporate the terms and conditions of this
Resolution including the attached Agreement. Future year renewal options shall be
contingent upon funds being approved in the City's budget for this service.
SECTION 2: That the City Manager of the City of San Bernardino is hererby
authorized to execute on behalf of said City an Agreement between the City of San
Bernardino and Harris Computer Systems, a copy of which is attached hereto.
SECTION 3: This purchase is exempt from the formal contract procedures of
Section 3.04.010 of the Municipal Code, pursuant to Section 3.04.01O(B)(3) of said Code,
"Purchases approved by the Mayor and Cornmon Council".
/11/
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RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN
BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND
PURCHASE ORDER WITH TWO ONE-YEAR RENEWAL OPTIONS TO HARRIS
COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'S FINANCIAL
SYSTEM.
SECTION 4: Any actions under this Agreement between July 1, 2007 and the
passage of this Resolution are hereby ratified.
SECTION 5: The authorization to execute the above-referenced Agreement and
issue the above-referenced Purchase Order is rescinded if not executed/issued within sixty
(60) days of the passage of this Resolution.
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RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN
BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND
PURCHASE ORDER WITH TWO ONE-YEAR RENEWAL OPTIONS TO HARRIS
COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'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 meeting thereof, held
on the day of ,2007, by the following vote, to wit:
Council Members
Aves
Navs
Abstain
Absent
ESTRADA
BAXTER
BRINKER
DERRY
KELLEY
JOHNSON
McCAMMACK
Rachel G. Clark, City Clerk
The foregoing resolution is hereby approved this
day of
,2007.
Patrick J. Morris, Mayor
City of San Bernardino
Approved as to form:
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VENDOR SERVICE AGREEMENT
This Vendor Service Agreement is entered into this Ist day of July 2007,
by and between N. Harris Computer Corporation ("VENDOR") and tbe City of San
Bernardino ("CITY" or "San Bernardino").
WHEREAS, the Mayor and Common Council has determined that it is advantageous
and in the best interest of the CITY to contract for the maintenance and support of Unidata,
SB+, and Financial Modules for the City's financial system; and
WHEREAS, the City of San Bernardino did solicit and accept quotes from available
vendors for the maintenance and support ofUnidata, SB+, and Financial Modules for the City's
financial system.
NOW, THEREFORE, the parties hereto agree as follows:
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1.
SCOPE OF SERVICES.
For the remuneration stipulated, San Bernardino hereby engages the services of
VENDOR to provide those products and services as set forth on the Standard Guidelines,
attached hereto as Schedule "B"and incorporated herein.
2. COMPENSATION AND EXPENSES.
a. For the services delineated above, the CITY, upon presentation of an invoice, shall
pay the VENDOR up to the amount of$47,911.08 in year one (1).
b. An annual increase of 5% will be applicable in year two (2), and in each subsequent
year thereafter.
c. No other expenditures made by VENDOR shall be reimbursed by CITY.
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Exhibit "An
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TERM; TERMINATION.
The term of this Agreement shall be for a period of one year, with the option of two
single-year renewals on the terms and conditions specified herein, unless terminated by either
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party, with forty-five (45) days' written notice. This Agreement may be terminated by either
party at any time upon forty-five (45) days' written notice. The terms of this Agreement shall
remain in force unless mutually amended. The duration of this Agreement may be extended
beyond three years with the written consent of both parties.
4. INDEMNITY.
CITY agrees to indemnify and hold harmless VENDOR, its officers, agents and
volunteers from any and all claims, actions, losses, damages and/or liability resulting from
CITY's negligent acts or omissions arising from the CITY's performance of its obligations
under the Agreement.
VENDOR agrees to indemnify and hold harmless the CITY, its officers, agents, and
volunteers from any and all claim, actions, losses, damages and/or liability resulting from
VENDOR's negligent acts or omissions arising from the VENDOR's performance of its
obligations under the Agreement.
In the event the CITY and/or the VENDOR is found to be comparatively at fault for any
claim, action, loss, or damage which results from their respective obligations under the
Agreement, the CITY and/or VENDOR shall indemnify the other to the extent of this
comparative fault.
5. INSURANCE.
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While not restricting or limiting the foregoing, during the term of this Agreement,
VENDOR shall maintain in effect policies of comprehensive publi~, general and automobile
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liability insurance, in the amount of $1,000,000.00 combined single limit, and statutory
workers' compensation coverage, and shall file copies of said policies with the CITY's Risk
Manager prior to undertaking any work under this Agreement. CITY shall be set forth as an
additional named insured in each policy of insurance provided hereunder. The Certificate of
Insurance furnished to the CITY shall require the insurer to notify CITY of any change or
termination in the policy.
6. NON-DISCRIMINATION.
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In the performance of this Agreement and in the hiring and recruitment of employees,
VENDOR shall not engage in, nor permit its officers, employees or agents to engage in,
discrimination in employment of persons because of their race, religion, color, national origin,
ancestry, age, mental or physical disability, medical condition, marital status, sexual gender or
sexual orientation, or any other status protected by law, except as permitted pursuant to Section
12940 of the California Government Code.
7. INDEPENDENT CONTRACTOR.
VENDOR shall perform work tasks provided by this Agreement, but for all intents and
purposes VENDOR shall be an independent contractor and not an agent or employee of the
CITY. VENDOR shall secure, at its expense, and be responsible for any and all payment of
Income Tax, Social Security, State Disability Insurance Compensation, Unemployment
Compensation, and other payroll deductions for VENDOR and its officers, agents, and
employees, and all business license, if any are required, in connection with the services to be
performed hereunder.
8. BUSINESS REGISTRATION CERTIFICATE AND OTHER REQUIREMENTS.
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VENDOR warrants that it possesses, or shall obtain and maintain, a business
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registration certificate pursuant to Chapter 5 of the Municipal Code, and any other license,
permits, qualifications, insurance and approval of whatever nature that are legally required of
VENDOR to practice its business or profession.
9. NOTICES.
Any notices to be given pursuant to this Agreement shall be deposited with the United
States Postal Service, postage prepaid and addressed as follows:
TO THE CITY:
TO THE VENDOR:
Fred Wilson, City Manager
City of San Bernardino
300 North "0" Street
San Bernardino, CA 92418
United States
Telephone: (909) 384-5122
Nadine Campbell, Director, Support Services
N. Harris Computer Corporation
I Antares Dr, Suite 400
Ottawa, ON K2E 8C4
Canada
Telephone: (613) 226-5511
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10.
ATTORNEYS' FEES
In the event that litigation is brought by any party in connection with this Agreement,
the prevailing party shall be entitled to recover from the opposing party all costs and expenses,
including reasonable attorneys' fees, incurred by the prevailing party in the exercise of any of
its rights or remedies hereunder or the enforcement of any of the terms, conditions or
provisions hereof. The costs, salary and expenses of the City Attorney and members of his
office in enforcing this Agreement on behalf of the CITY shall be considered as "attorneys'
fees" for the purposes of this paragraph.
11. ASSIGNMENT.
VENDOR shall not voluntarily or by operation of law aSSIgn, transfer, sublet or
encumber all or any part of the VENDOR's interest in this Agreement without CITY's prior
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written consent. Any attempted assignment, transfer, subletting or encumbrance shall be void
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and shall constitute a breach of this Agreement and cause for the termination of this
Agreement. Regardless of CITY's consent, no subletting or assignment shall release VENDOR
of VENDOR's obligation to perform all other obligations to be performed by VENDOR
hereunder for the term of this Agreement.
12. VENUE.
The parties hereto agree that all actions or proceedings arising in connection with this
Agreement shall be tried and litigated either in the State courts located in the County of San
Bernardino, State of California or the U.S. District Court for the Central District of California,
Riverside Division. The aforementioned choice of venue is intended by the parties to be the
mandatory and not permissive in nature.
13.
GOVERNING LAW.
This Agreement shall be governed by the laws of the State of California.
SUCCESSORS AND ASSIGNS.
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14.
This Agreement shall be binding on and inure to the benefit of the parties to this
Agreement and their respective heirs, representatives, successors, and assigns.
15. HEADINGS.
The subject headings of the sections of this Agreement are included for the purposes of
convemence only and shall not affect the construction or the interpretation of any of its
provIsIons.
16. SEVERABILITY.
If any provision of this Agreement is determined by a court of competent jurisdiction to
be invalid or unenforceable for any reason, such determination shall not affect the validity or
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enforceability of the remaining terms and provisions hereof or of the offending provision in any
other circumstance, and the remaining provisions of this Agreement shall remain in full force
and effect.
17. ENTIRE AGREEMENT; MODIFICATION.
This Agreement constitutes the entire agreement and the understanding between the
parties, and supersedes any prior agreements and understandings relating to the subject manner
of this Agreement. This Agreement may be modified or amended only by a written instrument
executed by all parties to this Agreement.
IN WITNESS THEREOF, the parties hereto have executed this Agreement on the day
and date set forth below.
Dated:
,2007
N. HARRIS COMPUTER CORPORATION
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By:
Its:
Dated
,2007
CITY OF SAN BERNARDINO
By:
Fred Wilson, City Manager
Approved as to Form:
By:
James F. Pe}lffian, City Attorney
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VENDOR SERVICE AGREEMENT
This Vendor Service Agreement is entered into this Ist day of July 2007,
by and between N. Harris Computer Corporation ("VENDOR") and tbe City of San
Bernardino ("CITY" or "San Bernardino").
WHEREAS, the Mayor and Common Council has determined that it is advantageous
and in the best interest of the CITY to contract for the maintenance and support of Unidata,
SB+, and Financial Modules for the City's financial system; and
WHEREAS, the City of San Bernardino did solicit and accept quotes from available
vendors for the maintenance and support ofUnidata, SB+, and Financial Modules for the City's
financial system.
NOW, THEREFORE, the parties hereto agree as follows:
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1.
SCOPE OF SERVICES.
For the remuneration stipulated, San Bernardino hereby engages the servtces of
VENDOR to provide those products and services as set forth on the Standard Guidelines,
attached hereto as Schedule "Boo and incorporated herein.
2. COMPENSATION AND EXPENSES.
a. For the services delineated above, the CITY, upon presentation of an invoice, shall
pay the VENDOR up to the amount of$47,911.08 in year one (1).
b. An annual increase of 5% will be applicable in year two (2), and in each subsequent
year thereafter.
c. No other expenditures made by VENDOR shall be reimbursed by CITY.
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TERM; TERMINATION.
The term of this Agreement shall be for a period of one year, with the option of two
single-year renewals on the terms and conditions specified herein, unless terminated by either
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party, with forty-five (45) days' written notice. This Agreement may be terminated by either
party at any time upon forty-five (45) days' written notice. The terms of this Agreement shall
remain in force unless mutually amended. The duration of this Agreement may be extended
beyond three years with the written consent of both parties.
4. INDEMNITY.
CITY agrees to indemnify and hold harmless VENDOR, its officers, agents and
volunteers from any and all claims, actions, losses, damages and/or liability resulting from
CITY's negligent acts or omissions arising from the CITY's performance of its obligations
under the Agreement.
VENDOR agrees to indemnify and hold harmless the CITY, its officers, agents, and
volunteers from any and all claim, actions, losses, damages and/or liability resulting from
VENDOR's negligent acts or omissions arising from the VENDOR's performance of its
obligations under the Agreement.
In the event the CITY and/or the VENDOR is found to be comparatively at fault for any
claim, action, loss, or damage which results from their respective obligations under the
Agreement, the CITY and/or VENDOR shall indemnify the other to the extent of this
comparative fault.
5. INSURANCE.
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While not restricting or limiting the foregoing, during the term of this Agreement,
VENDOR shall maintain in effect policies of comprehensive public, general and automobile
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liability insurance, in the amount of $1,000,000.00 combined single limit, and statutory
workers' compensation coverage, and shall file copies of said policies with the CITY's Risk
Manager prior to undertaking any work under this Agreement. CITY shall be set forth as an
additional named insured in each policy of insurance provided hereunder. The Certificate of
Insurance furnished to the CITY shall require the insurer to notify CITY of any change or
termination in the policy.
6. NON-DISCRIMINATION.
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In the performance of this Agreement and in the hiring and recruitment of employees,
VENDOR shall not engage in, nor permit its officers, employees or agents to engage in,
discrimination in employment of persons because of their race, religion, color, national origin,
ancestry, age, mental or physical disability, medical condition, marital status, sexual gender or
sexual orientation, or any other status protected by law, except as permitted pursuant to Section
12940 of the California Government Code.
7. INDEPENDENT CONTRACTOR.
VENDOR shall perform work tasks provided by this Agreement, but for all intents and
purposes VENDOR shall be an independent contractor and not an agent or employee of the
CITY. VENDOR shall secure, at its expense, and be responsible for any and all payment of
Income Tax, Social Security, State Disability Insurance Compensation, Unemployment
Compensation, and other payroll deductions for VENDOR and its officers, agents, and
employees, and all business license, if any are required, in connection with the services to be
performed hereunder.
8. BUSINESS REGISTRATION CERTIFICATE AND OTHER REQUIREMENTS.
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VENDOR warrants that it possesses, or shall obtain and maintain, a business
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registration certificate pursuant to Chapter 5 of the Municipal Code, and any other license.
permits, qualifications, insurance and approval of whatever nature that are legally required of
VENDOR to practice its business or profession.
9. NOTICES.
Any notices to be given pursuant to this Agreement shall be deposited with the United
States Postal Service, postage prepaid and addressed as follows:
TO THE CITY:
TO THE VENDOR:
Fred Wilson, City Manager
City of San Bernardino
300 North "D" Street
San Bernardino, CA 92418
United States
Telephone: (909) 384-5122
Nadine Campbell, Director, Support Services
N. Harris Computer Corporation
I Antares Dr, Suite 400
Ottawa, ON K2E 8C4
Canada
Telephone: (613) 226-5511
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10.
ATTORNEYS' FEES
In the event that litigation is brought by any party in connection with this Agreement,
the prevailing party shall be entitled to recover from the opposing party all costs and expenses,
including reasonable attorneys' fees, incurred by the prevailing party in the exercise of any of
its rights or remedies hereunder or the enforcement of any of the terms, conditions or
provisions hereof. The costs, salary and expenses of the City Attorney and members of his
office in enforcing this Agreement on behalf of the CITY shall be considered as "attorneys'
fees" for the purposes of this paragraph.
11. ASSIGNMENT.
VENDOR shall not voluntarily or by operation of law aSSIgn, transfer, sublet or
encumber all or any part of the VENDOR's interest in this Agreement without CITY's prior
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written consent. Any attempted assignment, transfer, subletting or encumbrance shall be void
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and shall constitute a breach of this Agreement and cause for the termination of this
Agreement. Regardless of CITY's consent, no subletting or assignment shall release VENDOR
of VENDOR's obligation to perform all other obligations to be performed by VENDOR
hereunder for the term of this Agreement.
12. VENUE.
The parties hereto agree that all actions or proceedings arising in connection with this
Agreement shall be tried and litigated either in the State courts located in the County of San
Bernardino, State of California or the U.S. District Court for the Central District of California,
Riverside Division. The aforementioned choice of venue is intended by the parties to be the
mandatory and not permissive in nature.
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GOVERNING LAW.
This Agreement shall be governed by the laws of the State of California.
SUCCESSORS AND ASSIGNS.
This Agreement shall be binding on and inure to the benefit of the parties to this
Agreement and their respective heirs, representatives, successors, and assigns.
14.
13.
15. HEADINGS.
The subject headings of the sections of this Agreement are included for the purposes of
convemence only and shall not affect the construction or the interpretation of any of its
proVISIOns.
16. SEVERABILITY.
If any provision of this Agreement is determined by a court of competent jurisdiction to
be invalid or unenforceable for any reason, such determination shall not affect the validity or
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enforceability of the remaining terms and provisions hereof or of the offending provision in any
other circumstance, and the remaining provisions of this Agreement shall remain in full force
and effect.
17. ENTIRE AGREEMENT; MODIFICATION.
This Agreement constitutes the entire agreement and the understanding between the
parties, and supersedes any prior agreements and understandings relating to the subject manner
of this Agreement. This Agreement may be modified or amended only by a written instrument
executed by all parties to this Agreement.
IN WITNESS THEREOF, the parties hereto have executed this Agreement on the day
and date set forth below.
Dated:
,2007
N. HARRIS COMPUTER CORPORATION
By:
Its:
.
Dated
,2007
CITY OF SAN BERNARDINO
By:
Approved as to Form:
Fred Wilson, City Manager
.
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Schedule B
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Software Support Agreement
Standard Guidelines
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 software support.
Harris reserves the right to make modifications to this document as required.
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Standard Support and Maintenance Services
The services listed below are services that are included as part of your software support
contract.
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. 800 Toll Free Telephone support
. Software for Life
Guaranteed Support on your existing applications for life
Cost effective upgrade solutions
. Scheduled assistance for installations, upgrades & other special projects (there may
be charges depending on the scope of work)
. Technical troubleshooting & issue resolution
. E-mail support call logging and notification
. Free Harris eSupport access 24 x 7 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
Participate in Discussion Forums
Report on metrics
. Standard software releases and updates
Defect corrections
Planned enhancements
State and/or Federal mandated changes (charges may exist depending on scope)
Payroll regulated changes
Participation in BETA program
Release notes
. Limited training questions (15 minute guideline)
. Customer Care Program
Quarterly News Letter with support tips
Technical support bulletins
Communication on new products and services
. Basic project management services on occasion
. Design review for potential enhancements or custom modifications
. Cost sharing for custom modifications
. Participation in Regional User Group Meetings
. Input & rotation through Executive Steering Committee
. Annual Customer Conference
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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.
. Extended telephone training
. Forms redesign or creation (includes Bill Prints, Notice Prints and Letters)
. Setup & changes to handheld interface or creation of new interface
. Setup of new services or changes to services ( PAP, ACH, etc)
. File imports/exports - Interfaces to other applications
. Refreshes, backups, restores, setting up test areas
. Setup of new printers, printer setup changes
. Custom modifications (reports, bills, forms, reversal of customizations)
. Setting up additional Companies / Agencies / Tokens / General Ledgers
. Data conversions / global modification to setup table data
. Database maintenance, repairs & optimization
. Extended Hardware & Operating System support
. Upgrades & support of third party software
. Installations / re-installations (workstations, servers)
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Test Databases & Environments
Harris recommends that all customers maintain an independent Test Environment for
testing purposes. This allows customers the opportunity to test fixes, modifications, new
business processes and/or scenarios without risking any potentially unwanted changes to
the live environment. The creation of Test Databases & Environments is a billable
service, quotations & incremental maintenance rates will be provided on request.
Rates
Rates are subject to change on an annual basis, quotations will be provided for all billable
services.
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Response Times
Response times will vary and are dependant on the priority of the call. 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 response times are as
follows:
Priority I: I - 4 hours
Priority 2: I - 8 hours
Priority 3: I - 24 hours
HelpDesk Hours
Our standard hours of support are from 8:00 a.m. ET to 8:00 p.m. ET, Monday to Friday,
excluding designated statutory holidays. Support is available from 8:00 p.m. ET through
to 8:00 a.m. ET and is billable on an hourly basis.
Weekend assistance is available and must be scheduled in advance.
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Holiday Schedule
Below is a listing of Canadian & US Statutory Holidays. Please note that Harris Support
Services will be closed on designated days as outlined below, support will be available on
all Canadian Holidays when there is no US corresponding statutory holiday.
New Year's Eve
New Year's Day
Labor Day
Christmas Eve
Christmas Day
Early Closure
Closed
Closed
Early Closure
Closed
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Call Priorities
In an effort to assign our resources to incoming calls as effectively as possible, Harris 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 are as follows:
Priority 1 - High
. 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 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 - Medium
. 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 - Low
. 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
All issues or questions reported to Support Services are tracked via a Support Call, our analysts
can not provide assistance unless a support call is logged. Our current process for logging calls
is as follows.
Place a support call through one of the following methods:
I) eSupport at htto:!!suooort.harriscomouter.com
2) Email to:NorthStarSupport@harriscomputer.com
3) Phone to: 888-847-7747
4) Fax to: 613-226-3377 contact person, software product &
version, module andlor menu selection, nature of issue
)0- Your call must contain: Your company name, , detailed description of your question or
issue, Batch #, Journal #, Account # (if applicable) support call reference # (See
Customer Log Form)
." Harris eSupport or 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 (eFrontOffice).
)0- 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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)0- 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.
;.. 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.
;.. 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 #, your Tracker will remain open until your
issue has been completely resolved. Issues escalated to Development will be scheduled
for resolution and may not be resolved immediately depending on the nature and
complexity of the issue.
., Contact the support department at your convenience for a status update on your
Development Tracker, or log onto eSupport to view your Trackers on-line.
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Escalation Procedures
If at any time you not completely satisfied with the resolution of your issue, you are
encouraged to escalate within Support Services, as follows:
Levell: Contact the analyst working on your call (name is available through eSupport)
Level 2: Manager
Paul Mullins
om lIllins([v.harriscomouter. com
613-226-5511 ext 2015
Level 3: Director
Nadine Lilly
nlill y(iv harriscomOllter. com
613-226-5511 ext 2141
Connection Methods
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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 supported methods of connection are:
I. VPN (Microsoft)
2. RAS (Dial Up)
3. Terminal Services (backup connection needed for file transfers)
4. Direct Internet
5. Direct Connection (Modem)
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HARDWARE SUPPORT
Standard Hardware Support and Maintenance Services
For those clients with hardware maintenance, Harris will provide support as described below.
Harris provides I" line support and will escalate to the vendor if required. .
. "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
On components listed on your Hardware Service Agreement
Operating System
Development tools/licenses
. Limited training questions (15 minutes)
. Creation of backup scripts / backup recovery
. Recommendations on specific hardware requirements
Billable Hardware Support Services
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. On-site installation or upgrade of hardware or other components
. Extended telephone training
. Reconfiguring hardware and fileservers
. Recovering or rebuilding data
. Upgrading of hardware systems
. Preventative maintenance monitoring or other services
. Recommending or assisting with disaster recovery plans
. Printer troubleshooting & support
Call Priorities
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
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THIRD PARTY SUPPORT
Standard Third Party Support and Maintenance Services
For those clients with 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"' party installations & preventative maintenance
services are not included as part of your maintenance unless otherwise indicated below.
. Informix (Standard Engine & Online Engine databases)
Troubleshooting of 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
1" line support for troubleshooting Unidata related issues
. GU!
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Entitlement to new GUI software releases
Installation & configuration
1" line support for troubleshooting GU! related issues
. System Builder / SB+
Entitlement to new SB software releases
Installation & configuration
1" line support for troubleshooting SB related issues
. Report Writer (Impromptu) - Administrator & User License
Initial installation & configuration of Impromptu software.
Set up ofImpromptu and establishing a connection with the PUBS software
Limited assistance in utilizing standard report writer functionality (15 min. max.)
. Report Writer - 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)
Billable 3rd Party Services
. Upgrades & installations (other than at time of initial purchase)
. Report Writer upgrades & installations (other than at time of initial purchase)
. Re-establishment ofODBC connection if connection was lost due to actions of non-Harris
personnel.
. ODBC connections to other 3,d party products
. Creation & modification of reports
. Report Writer training
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