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HomeMy WebLinkAbout18- Information Technology NiGINAL CITY OF SAN BERNARDINO — REQUEST FOR COUNCIL ACTION From: DEBRA KURITA, Subject: ACTING INFORMATION RESOLUTION OF THE MAYOR AND TECHNOLOGY DIRECTOR COMMON COUNCIL OF THE CITY OF SAN BERNARDINO AUTHORIZING THE Dept: INFORMATION TECHNOLOGY EXECUTION OF AN AGREEMENT AND PURCHASE ORDER WITH TWO ONE-YEAR Date: April 26, 2010 RENEWAL OPTIONS TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'S FINANCIAL SYSTEM. M/CC Meeting Date: May 17, 2010 Synopsis of Previous Council Action: September 17, 2007 — Mayor and Common Council adopted Resolution 2007-401, 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. Recommended Motion: Adopt resolution. Signature Contact person: Debra Kurita Phone: 384-5947 Supporting data attached:- tall Report, Agreement, Quote Ward: All FUNDING REQUIREMENTS: Amount: $ 46,897.20 Source: (Acct. No.) 679-250-5172-0000-0058 (Acct. Description) IT Business Systems Program Equipment Maintenance Finance: Council Notes: �SO ZdIO — 119 Agenda Item No. 5-17- 20M 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 Hams 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. 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 2010/2011 is $46,897.20 from the Information Technology Business Systems Program Equipment Maintenance Account (679-250-5172-0000-0058). The amount for fiscal year 2009/2010 was $44,628.00 for an increase of$2,269.20 in fiscal year 2010/2011. Account Budgeted Amount: $180,200.00 Balance as of: July 1, 2010 Balance after approval of this item: $133.302.80 Please note this balance does not indicate available funding. It does not include non- encumbered reoccurring expenses or expenses incurred but not yet processed. Recommendation: Adopt resolution. g� 300 North"D"Street•San Bernardino•CA 92418-0001 www.ci.san-bemudino.ca.us Sao Beman No February 04, 2010 Harris Computer 1 Antares Drive Suite 400 Ottawa, Ontario, Canada K2E 8C4 Dear Service Provider: The City of San Bernardino I.T. Division is preparing its annual budget. Please complete and return this quote letter on or before March 1, 2010. Maintenance Period: July 1, 2010 through June 30, 2011 Maintenance of Maintenance and support of City Financial System Please include a copy of the maintenance agreement, terms and conditions, and any other documents pertinent to the annual maintenance. Mail this completed quote letter and above document(s) to: I.T. Division, 4" Floor 300 North "D"Street San Bernardino, CA 92418 Authorized Vendor Representative 711/10-6)30111 t4� ��,. dp " annual maintenance fee: i Signature: ' Name: Sales Tax: "� Title; r✓� Shipping i Handling: dam-- Addressl: i l.,,fi,r +:ieHoo Other (describe): Addrass2: $(;4 Telephone: r-z- Grand total: }16 .%ct�- Fax: — 0-2 - j Email : ,,l I I - i' r- Ccmy Jer. CD^t Notice: I.T. will budget the grand total figure provided, and it cannot be increased at a later date. Failure to provide an all-inclusive grand total will result in receiving the lesser amount. For questions or comments, your contact is: Notice: Name: Made vavomicky The signed original copy of this Email: yavomicky_ma @sbcity.org letter must be mailed to us. If Fax: (909)384-7236 possible, please also email or fax Phone: (909)384-5947 Thank youl a copy to the contact shown on the left. Thank you. Annual maintenance fee for 7/1/09 through 6/30110 was $44,628.00 City of San Bernardino Information Technology Division Interoffice Memorandum To: Charles McNeely, City Manager From: Debra Kurita, Acting Information Technology Director Subject: Sole Source Purchase Request for Maintenance and Support of the City's Financial System, pursuant to Municipal Code Chapter 3.04 .010(B) (3) Date: April 26, 2010 Copies: The City has utilized the Harris Select financial system software for over 15 years and has always contracted with Harris Computer Systems for maintenance and support of this system. The Information Technology Department recommends that the City continue to obtain these services Harris Computer Systems for the following reasons: 1. Harris Computer Systems is the developer of the City's financial software, and is the sole source for maintenance and support of this software. 2. It is essential that a maintenance and support contract be in effect for this mission critical system. The Information Technology Department requests that the City Manager authorize a sole source purchase of maintenance and support services for the City' s financial system from Harris Computer Systems, pursuant to San Bernardino Municipal Code Section 3.04.010(B) (3) . Appr ved by: Cha Vl es McN el y, it M nager 2 RESOLUTION NO. 3 RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND 4 PURCHASE ORDER WITH TWO ONE-YEAR RENEWAL OPTIONS TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'S FINANCIAL 5 SYSTEM. 6 BE IT RESOLVED BY THE MAYOR AND COMMON COUNCIL OF THE CITY 7 OF SAN BERNARDINO AS FOLLOWS: 8 SECTION 1: That the Director of Finance or his/her designee is hereby authorized 9 to issue an Annual Purchase Order with two one-year renewal options, including and up to a 10 5% increase per renewal year, to Harris Computer Systems (the sole source for maintenance 11 for the City's financial system) in an amount not to exceed $46,897.20 for Fiscal Year 12 13 2010/2011 for maintenance of the City's financial system. The Purchase Order shall 14 reference the number of this resolution and shall read, "City Financial System, FY 15 2010/2011, not to exceed $46,897.20." and shall incorporate the terms and conditions of this 16 Resolution including the agreement, a copy of which is attached hereto as Exhibit "A". 17 Future year renewal options shall be contingent upon funds being approved in the City's 18 budget for this service. 19 SECTION 2: That the City Manager of the City of San Bernardino is hererby 20 21 authorized to execute on behalf of said City an Agreement between the City of San 22 Bernardino and Hams Computer Systems, a copy of which is attached hereto as Exhibit 23 "A"• 24 SECTION 3: This purchase is exempt from the formal contract procedures of 25 Section 3.04.010 of the Municipal Code, pursuant to Section 3.04.010(B)(3) of said Code, 26 "Purchases approved by the Mayor and Common Council". 27 28 I RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN 2 BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND 3 PURCHASE ORDER WITH TWO ONE-YEAR RENEWAL OPTIONS TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'S FINANCIAL 4 SYSTEM. 5 SECTION 4: The authorization to execute the above-referenced Agreement and 6 issue the above-referenced Purchase Order is rescinded if not executed/issued within sixty 7 8 (60)days of the passage of this Resolution. 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 c 27 �r 28 1 RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN 2 BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND 3 PURCHASE ORDER WITH TWO ONE-YEAR RENEWAL OPTIONS TO HARRIS COMPUTER SYSTEMS FOR MAINTENANCE OF THE CITY'S FINANCIAL 4 SYSTEM. 5 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 6 on the day of 2010,by the following vote,to wit: 7 g Council Members Ayes Nays Abstain Absent 9 MARQUEZ 10 DESJARDINS 11 BRINKER _ 12 SHORETT 13 14 KELLEY _ . 15 JOHNSON _ 16 McCAMMACK _ 17 18 Rachel G. Clark, City Clerk 19 The foregoing resolution is hereby approved this day of , 2010. 20 21 Patrick J. Morris, Mayor City of San Bernardino 23 Approved as to form: 24 0 C, F. Penman, City Attorney 25 26 27 . 28 EXHIBIT "A" Exhibit "A" VENDOR SERVICE AGREEMENT This Vendor Service Agreement is entered into this 1st day of July 2010, by and between N. Harris Computer Corporation (`VENDOR") and the 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 of Unidata, SB+, and Financial Modules for the City's financial system. NOW,THEREFORE, the parties hereto agree as follows: © 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$46,897.20 in year one (1), for the period July 1, 2010 through June 30, 2011. b. An annual increase of 5% will be applicable in year two (2), for the period July I, 2011 through June 30, 2012, and in year three (3), for the period July 1, 2012 through June 30, 2013. Qc. No other expenditures made by VENDOR shall be reimbursed by CITY. 1 3. TERM; TERMINATION. �✓ The term of this Agreement shall be for a period of one year, from July 1, 2010 through June 30, 2011, with the option of two single-year renewals, on the terms and conditions specified herein. This agreement shall continue thereafter on a yearly basis for the succeeding two years, July 1, 2011 through June 30, 2012 and July 1, 2012 through June 30, 2013, unless terminated by either 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 "i Agreement may be extended 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. While not restricting or limiting the foregoing, during the term of this Agreement, 2 VENDOR shall maintain in effect policies of comprehensive public, general and automobile 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 I termination in the policy. j 6. NON-DISCRIMINATION. 1 In the performance of this Agreement and in the hiring and recruitment of employees, j VENDOR shall not engage in, nor permit its officers, employees or agents to engage in, i 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 Osexual 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. QVENDOR warrants that it possesses, or shall obtain and maintain, a business 3 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: Charles E. McNeely, City Manager Paul Mullins, Director, Support Services City of San Bernardino N. Hams Computer Corporation 300 North"D" Street 1 Antares Dr, Suite 400 San Bernardino, CA 92418 Ottawa, ON K2E 8C4 United States Canada Telephone: (909) 384-5122 Telephone: (613) 226-5511 © 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 written consent. Any attempted assignment, transfer, subletting or encumbrance shall be void 4 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. CThis Agreement shall be governed by the laws of the State of California. 14. 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. 15. HEADINGS. The subject headings of the sections of this Agreement are included for the purposes of convenience 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 © 5 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: 2010 N. HARRIS COMPUTER CORPORATION © By: Its: Dated 2010 CITY OF SAN BERNARDINO By. Charles E. McNeely, City Manager Approved as to Form: I! By: f/ Jame _. Penman,-City Attorney i Vendor Service Agreement by and between N. Harris Computer Corporation and the City of ® San Bernardino. 6 Schedule B R R 1 S Software Support Agreement Standard Guidelines The purpose of this document is to provide our customers with information on our standard coverage and the services whtch are inctaded as part of your software support. Harris reserves the right to make modifications to this document as required. 200906 2 Standard Support and Maintenance Services The services listed below are services that are included as part of your software support contract. • 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 24/7 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 • Participation in Northstar Webinars • Input &rotation through Executive Steering Committee • Annual Customer Conference 200906 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. • 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) 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. 200906 -4- © 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 1: 1 -4 hours Priority 2: 1 - 8 hours Priority 3: 1 - 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. © 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 Early Closure New Year's Day Closed Presidents Day(US)/Family Day (Cnd) Early Closure Labor Day Closed Christmas Eve Early Closure Christmas Day Closed Boxing Day Early Closure 200906 -5- Call Priorities In an effort to assign our resources to incoming calls as effectively as possible, Harris 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 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 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 200906 -6- QCall 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: 1) eSupport at httl)-//support.hwiKomputa.com 2) Email to: NorthStarSupport @harriscomputer.com 3) Phone to: 866-450-6696 ext 1 4) Fax to: 613-226-3377 contact person, software product& version, module and/or menu selection, nature of issue 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 ID to track your issue and your call will be logged into our support tracking database (eFrontOffice). ➢ Your call will be stored in a queue and the first available support representative will be assigned to deal with your issue. © ➢ 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 placed on hold 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. 200906 7 Escalation Procedures If at any time you are not completely satisfied with the resolution of your issue, you are encouraged to escalate within Support Services, as follows: Level 1: Manager, Support Services Mac Campbell nicamobell@harriscomputer.co 888-847-7747 ext 2131 Level 2: Director, Support Services Paul Mullins pmultins@harriscomDuter.com 888 847 7747 ext 2015 Level 3: Vice President, Business Operations Normand Daigle ndaiele@harrisscomputer.com 888 847 7747 ext 2196 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 supported methods of connection are: 1. VPN (Microsoft) 2. RAS (Dial Up) 3. Terminal Services(backup connection needed for file transfers) 4. Direct Internet 5. Direct Connection(Modem) 200906 s E HARDWARE SUPPORT Standard Hardware Support and Maintenance Services For those clients with hardware maintenance,Harris will provide support as described below. Harris provides 1"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 • On-site installation or upgrade of hardware or other components • Extended telephone training • Reconfiguring hardware and file servers • Recovering or rebuilding data O • 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 of IS related functions 200906 -9- THIRD PARTY SUPPORT Standard Third Party Support and Maintenance Services For those clients with maintenance on 3r°party products, Harris will provide support as described below. Harris provides I"line support for all 3r°parry products listed below and will escalate to the vendor if required. Please note that 3"'parry 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 Unidam installation&configuration - V line support for troubleshooting Unidata related issues • GUI - Entitlement to new GUI software releases - Installation&configuration - 1"line support for troubleshooting GUI related issues • System Builder I SB+ �•�''� _ Entitlement to new SB software releases v Installation&configuration - 1"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 NorthStar software - Limited assistance in utilizing standard report writer functionality(15 min. max.) • Report Writer-Data Dictionary - Updates to catalog which reflect changes in NorthStar 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 of ODBC connection if connection was lost due to actions of non-Harris personnel. • ODBC connections to other 3"party products • Creation&modification of reports • Report Writer training - 200906