HomeMy WebLinkAboutEOLA Managed Services Agreement 3Y 2019MANAGED SERVICES AGREEMENT
"Customer".
State of Incorporation/Formation:
City of IN inter Spnings
FL
"Compan,y":
State of Incorporation/Formation:
Eula Technolou Partners, LLC
FL
"Effitctive Date":
I)ec. 1, 2018
Customer's Notice Address:
11216 East State Rd 434, Winter Springs, FL 31108
Company'S ..NotictAddress.
i
1 r'springs, F14 32708
1126 East State Rd 434,Wnte
"Exhibits"j-1
Exhibit A (General Terins & Conditions)
Exhibit 8 (Task Order)
Governing Law;
State of 171,
Coup f Seminole
This Managed Services Agreement (referred to as either the `iAgreement" or the "Managed Services Agreemcnt"), dated as ofthe,Effective Date
specified alxwe.is made and entered into by and between the Company and the Customer specified above. Company and Customer are each
sometimes refer -red to herein individually as a "Party"" and collectively as the "'Parties". This Agreement consists of this Cover PW ("Cover Page")
together with all of the Exhibits specified above. This Agreement is not cffective unless and until executed by both Parties.
IN WITNESS AIHEREAS. the CITY OF WINTER SPRINGS piggy backs off of the competitively solicited Managed Services Agreement
through CITY OF CASSELBERRY RFP 2017-0232. WHEREOF. Coinpany and Customer hereby agree to all terms of this Agreement effective
as of the Effective Date.
Eoia Technology Partners, LLC,
al limlited liability corporation
4e
Signature
KevM*..Fr&.ser
Preside 11
10ko
Date
City of Ivinter Springs,
i ipal corporation
a munic .1
Si.9dure
Kevin L. Silth
City Manager
12- -T t
Date
I.Agreement and Exhibits,. This Exhibit A, General Terms
0" mmm"04*
and Conditions � "General Terms and Conditions"), contains the
general terms and. conditions governing the relationship
between the parties as part of any Services ("Services") as
defined in the Task Order ("Task Order".) attached hereto as
Exhibit B and made a part. hereof.
2.Term,. The term of this Agreement shall In on December
1 2018 and continue through September 30, 2021 where it
may be renewed year by year. Total contract length, including
all renewals shall not cxceed five, (5) years, upon renewal of
the fourth and fifth Years, the agreement must be presented to
city commission for approval.
ITermination. The parties hereto may terminate this
Agreement as follows: (1) by mutual, written consent of the
Parties; (2) by Compan. y, if Customer fails to pay to Company,
any payments under this Agreement when due; (3) by either
Party upon 90 days written notice if the other Party hereto
materially breaches any term of this Agreement, and further
provided that such breaching party shall fall to cure said breach
within such period-. (4) by either Party hereto upon written
notice to the other Party hereto if a proceeding is brought by the
other Party in any court or under supervision of any court-
appointed officer under any federal or state bankruptcy,
reorganization, rearrangement, insolvency or debt readjustment
law, or if any such proceedings are instituted against the other
Party and it fails to obtain dismissal of such proceeding within
90 day s after the, same has been instituted; or (5) by e ither Party,
with or without cause, upon 90 days' written notice of intent to
terminate to the other Party.
Termination or expiration of this Agreement shall not release
any party hereto from any liability which has as of the date of
such termination or expiration already accrued to the other party
hereto, nor affect in any way the survival cif any right, duty or
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obligation of either party hereto which is expressly stated
elsewhere in the Agreement to survive such termination or
expiration hereof.
The provisions of this Section and of the Sections entitled
Warranties, Indemnification, Limitation of Liability, Non-
solicitation. and Equitable Relief shall survive any termination
or expiration of this Agreement.
4.Comppnsat . ion. Customer shall compensate Company for
the Services in accordance with the terms and payment schedule
set forth on the Task - Order attached hereto as. Exhibit "B."
Ctistomer shall make payments to Company in accordance with
such payment schedule and within thirty (30) days after receipt
of an invoice, provided that. the 'Invoice reflects the appropriate
amount for payment and detail for Services performed or pre -
approved expenses incurred, Late payments shall accrue
interest at the rate of one and one-half percent (1.5%) per
month, or the maximum rate allowed by applicable law,
whichever is lower.
5.Miscellant-ou emeuts,
5.10reeti.211 and work shall be coordinated
under the direction and supervision ofthe Customer's I.S.D.
5.2LJgurs Arai_ work 112catu , ku,.The Services shall entail 24/7
help desk/technical support for the Custorner including holidays
and weekends. An orimsite'technician is required Monday
through Friday from 8 a.m. until 5p.m. Holiday and after-hours
on-call coverage required. Company staff is expected, while
on-site, to work i ily on C stomer issues and not on issues
pr U I
of other clients.
5.3Drug JLesflngy. Bark =ad ChecL and CMS: Any
. - I -
technician assigned to provide any type of technical support for
the Customer's' police department must pass a background
check and drug test at Company's expense, and be (or become)
CJIS (Criminal Justice Information Systems) certified. If not
already CS certified, CJJS training and testing *11 need to be
W.J.
coordinated through the Winter Springs Police Department.
Required CJI S certifications are "'01S, Security & Awareness�'
and VVIS Limited Access". Both certifications must be
renewed every 2. years.
5AK-nowledge and Ex 24 &.1juirefflents., Company
technician provided to the Customer shall possess a working
knowledge of Windows Server 2008,2012,2016, and Windows
7, Windows 8.1, and Windows 10 environments.
5.511egirardless of the ticketing/helpdesk system used, access, to
all knowledge and data created, discovered, documented, and
performance metrics contained therein shall be made available
to or accessible by Customer ISD. Upon contract termination or
expiration, Company shall provide all knowledge and
information acquired during the engagement,. to the Customer
ISD. The infort-nation must not be in aproprietary format that
is accessible only by the Company.
c extent that an products materials are
6-LagAllatian. To th or .
to be installed by Company, Company shall install such
products or materials as specified in this Agreement or as
directed by the appropriate Customer staff. Installation dates
are estimates only. Customer shall be responsible for
preparation and maintenance of the site for such installation,
including, but not limited to, providing necessary electrical
d *1 lines power an communcationli sand proper air conditioning and
humidity control.
7.W trantica.
7.1 Company hereby warrants that the Services provided and
an , v products or materials 'Installed by Company shall be
performed or installed by Company in a workmanlike manner,
consistent with generally prevailing industry standards, and in
compliance With the requirements ofthis Agreement. Company
warrants unto Customer that it has sufficient experience to
properly complete the Services specified in this Agreement.
Company shat] comply with all laws, ordinances and rules in
performing the Services.
7.2 COMPANY MAKES NO WAIMANTIE S OF ANY
KIND., EXPRESSED OR IMPLIED ON ITS OWN
REGARDING THE F'1UNCTI ONA,LITY OF HARDWARE
OR SOFTWARE, BIJT INSTEAD RELIES ON THE
WARRANTIES PROVIDED BY THEM ANUFACTURER
OF EACH SUCH PRODUCT,
13 EXCEPT AS STATED IN THIS AGREEMENT,
COMPANY DOES NOT MAKE AND HEREBY
DISCLAIMS, ALL EXPRESS OR IMPLIED WARRANTIES,
INCLUDING,BUT NOT LIMITED TO,, WARRANTIES Of
MERCHANTABILITY,, FITNESS FOR A PARTICULAR
PURPOSE, NONITNFRINGEMENT, INTEROPERABILITY
AND TITLE, AND ANY WARRANTIES AR ISING FROM A
COURSE OF DEALING, USAGE OR TRADE PRACTICE.
COMPANY DOES NOT MAKE, AND HEREBY
DISCLAIMS.ALL EXPRESS OR IMPLIED WARRANTIES
AGAINST THIRD PARTY INTERRUPTION OR
INTERFERENCE WITH DATA OR NETWORKS. ALL
WARRANTIES PROVIDED HEREIN ARE PERSONAL TO,,
AND INTENDED SOL -ELY FOR THE BENEFIT OF
CUSTOMER, AND DO NOT EXTEND TO ANY THIRD
PARTY. NOTWITHSTANDING ANYTHING TO THE
CONTRARY HEREIN, CUSTOMER ACKNOWLEDGES
THAT COMPANY SHALL BEAR NO RESPONSIBILITY
FOR THE PERFORM ANCE,.REPAIR OR. WARRANTY OF
ANY OF CUSTOMER'S SOFTWARE OR HARDWARE
PRODUCTS UNLESS OTRE RWISE SET FORTH HEREIN.
7.4 All warranties set forth in this Agreement shall be null and
void if the products or materials manufactured or created by
Company are: (1) altered, modified or repaired by persons
other than Company or persons approved by Company,
including. without limitation, the installation of any
attachments, features or devices not supplied or approved by
Company: (1) misused, abused or not operated in accordance
A
with specifications of Company or the manufacturers. or
creators of the products or materials by persons other than
Company or persons approved by Company-, or (3) subjected to
improper site preparation or maintenance by persons other than
Company or persons approved by Company. Company shall
not be responsible for any malfunction, nonperformance or
degradation of performance of any products or materials
manufactured or created by Company caused by or resulting
directly or indirectly from installation by Customer, any
alteration, modification or repair that was not made by
Company or persons approved 'by Company or any causes
external to such products or materials, such as, but not limited
to, power failures and surges. Customer shall comply at all
times with all applicable specifications, laws,, regulations and
ordinances relating to its use of such products or materials, To
the extent that such products or materials are manufactured or
created by any, W third pam,, the warranties related to such
products or materials come solely and exclusively from such
third party.
a.1ndl ification. If the Services or any of the products
a or
materials manufactured or created by Company are proven to
in6linge a third party's trademark,, patent, copyright or other
intellectual property right, or Company determines that any of
the Services or such or mate i Is shall infringe such
products na, I
rights, Customer is enjoined from using any of such products
or thatenials, or any part. of satne, then Company, at Company's
expense and sole potion, shall . (1) replace such infringin
Services, products or materials' with non-infri
equivalentnging..,
and conforming services, products or materials, (2) modify such
infringing Services, products or materials, so such Services,
products or materials become non-inffinging, but continue to
p ide m
the sae type and quality of performance and services,
rovi
or: (3) procure the night for Customer to continue using such
infringing Services, products oducts or materials'. This Section shall
not apply to anY's products or materials manufactured or created
by any third party or manufactured or created by Company to
Customer's design or specifications. This Section shall also not
apply to the extent the claim of infringement is caused by
y
Customer's intentional misuse, abuse or modification of any
products or materials, Customer's failure to use corrections or
enhancements made available by Company, or Customer's use
of such products or materials in combination with any
attachments, features or devices not supplied or approved by
Company, This Section states the entire. liability of Company
and the exclusive remedy of Customer for infringements by
Services or any products or materials.
For all Services performed under this Agreernen4 Company
agrees tea the fullest extent permitted by law, to indemnify and
hold harmless Customer and its employees, officers, and
all attorneys against 11 claims, losses. damages, personal injuries
(including but not limited to death), or liability (including
reasonable attorney's fees), directly or indirectly arising ftom
the negligent acts, errors, omissions,, intentional or otherwise,
arising out of or resulting from Company's performance of any
Services provided under this Agreement.
The indemnification provided above shall obligate Company to
defend at its own expense or to provide for such defense, at the
option of Customer of all claims of liability and all suits and
actions of every name and description that may be brought
against Customer or its employees, officers, and attorneys
which may result from the S.ervices under this Agreement
whether the Services are perforrhcd by the Company or an I yone
directly or indirectly employed by it. In all events Customer
shall be permitted to choose legal counsel of its sole choice, the
fees for which shall be. reasonable and subject to and included
with this indemnification. This. paragraph shall survive
termination of thi,sAgreement.
9. Insurance
9.1 Worker'a Comgjnsatign. Upon the effective date of this
Agreement, Company shall provide proof of worker's
compensation insurance. The insurance I shall have minimum
limits of coverage of $1,000,000.00 aggregate and $500,000.00
per occurrence.
9,2 grafesaianal Liab*JilyMain etice and General
I
Lishillu, Upon the effective date of this Agreement, Company
shall submit proof of general liability insurance to cover claims
for professional liability/malpractice if applicable) and general
liability because of bodily injury or death of any person or
property damage arising out of this Agreement, or any Services
provided. The insurance shall have min; , mum limits of
coverage of $1,000,000.00 aggregate and S500,000.00 per
occurrence.
9.3 This paragraph shall apply to Sections 9.1 and 9.2. The
insurance required by this Article shall include the liability and
coverage provided, or as required by law, whichever
requirements afford greater coverage. All of the policies of
insurance so required 'to be purchased and maintained for the
certificates (or other evidence thereof) shall contain a provision
or endorsement that the coverage afforded will not be canceled,
materially changed or renewal refused until at least thirty (30)
days' prior written notice has been given to Customer and
Company by certified mail, return receipt requested. All.such
insurance shall remain in effect throughout th.e full term of this
Agreement, and any extensions thereof, Unless agreed to by
Customer to the contrary, Customer shall be named on the
insurance policies as "additional insured,'' except for
professional. liability/malpractice coverage. Company shall
cause its *insurance carriers to furnish insurance certificates
specifying the types and amounts of coverapp in effect, the
expiration dates of such policics, and a statement that no
insurance under such policies will be canceled. without thirty
(1 30 30) days' prior written notice. to Customer in compliance with
other provisions of this Agreement. For all Services performed
under this Agreement, Company shall continuously maintain
such insurance in the amounts, type, and quality as required by
Sections 9.1, 9.2, and 9.3. If Company fails to maintain said
insurance, nsurance, Customer, at its opt -ion, may elect to terminate this
Agreement by written notice to Company.
I O.Pub ir Rerards. Pursuant to ;Section 119.0701 Florida
Statutes and other applicable public records laws, Company
agrees that any records, documents, transactions, writings,
papers, letters, computerized information and programs, maps,,
books, audio or video tapes, films, photographs, data processing
software., writings or other material(s), regardless of the
physical form, characteristics, or means of transmission, of
Company related, directly or indirectly, to the services provided
to the Customer under this Agreement and made or received
pursuant to law or ordinance or in connection with the
transaction of official business by the Customer, may be
deemed to be a public record, whether in the. possession .or
control of the Customer or the Company. Said records,
documents, transactions, writings- papers, letters, computerized
information and programs, niaps, books, audio or video tapes,
films, photographs, data processing software, itin ' or other
%VT1 gs
material(s), regardless of the physical form, chatacteristics. or
means of transmission of Company are subject to the provisions
of Chapter 119, Florida Statutes, and may not be destroyed
without the specific written approval of the Customers
design'ated custodian of public records,
IF THE COMPANY HAS QUESTIONS REGARDING
THE APPLICATION OF CHAPTER 119, FLORIDA
STATUTES, TO THE COMPANY'S DUTY TO PROVIDE
PUBLIC RECORDS RELATING TO THIS
AGREEMENT,, CONTACT THE CUSTODIAN OF
PUBLIC RECORDS, T14E CITY CLEM AT (407)
.327-59551
(`IJTY-CLI�ORK-DEPAR MEN,T&WINTERSPRINGS
F L.ORG, 1126 EAST STATE ROAD 434, FLORIDA 32708.
'Company is required to and agrees to comply with public
records laws. Company shall keep and maintain all public
records required by the Customer to perf6rin the services as
agreed to herein. Company shall provide the Customer, upon
request from the Customer Clerk, copies of the requested
records or allow the records to be inspected or copied within a
reasonable ti me at a cost that does not exceed the cost provided
by law. Company shall ensure that public records that -are
exempt or confidential and exempt fTo m public . records
disclosure requirements are not disclosed except as authorized
by law for the duration of the Agreement term. Upon
completion of the Agreement Company shall transfer to the
Customer, at no cost, all public records in possession. of the
Company, provided the transfer is requested in writing by the
Customer Clerk. Upon such transfer, Company shall destroy
any duplicate public records that are exempt or confidential and
exempt from public records disclosure requirements. However,
if the Customer Clerk does not request that the public records
be transferred, the Company shall continue to keep and
maintain the public records upon completion of the Agreement
and'shall meet all applicable requirements for retaining public
records. All records stored electronically must be provided to
the Customer, upon request ftom the Customer Clerk, in a
format that is compatible with the information technology
systems of the Customer. Should the Customer not possess
public records relating to this Agreement which are requested
'to be inspected or copied by the Customer or any other person,
the Customer shall immediately notify.
Company of the request
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and the Company shall then provide such records to the
Customer or allow the records to be inspected or copied within
A reasonable, time. If the Company does. not comply with a
public records request, the Customer may enforce this Section
to the extent permitted by law. Company acknowledges that if
the Company does not provide the public records to the
Customer within a reasonable time, the Company may be
subject to penalties under Section 119.10. Florida Statutes.. The
Company acknowledges that if a civi I action is filed against
. y ga the
Company to compel production of public rec 6rds relating to this
Company
Agreement, the court may assess and award against Company
the reasonable costs of enforcement, including reasonable
attorney fees. All public records in. connection with this
Agreement shall, at any and all reasonable times during the
normal business hours of the Companybe open and freely
exhibited to the Customer for the purpose of examination, audit,
or otherwise. Failure by Company to grant such public access
and comply with public records laws. and/or requests shall be
grounds for 'immediate unilateral cancellation of this
Agreement by the Customer upon delivery of a written notice
of cancellation. If the Company ompany fails to comply With this
Section and the Customer must enforce this Section, or the
Customer suffers a third party award of attorney's fees and/or
damages for violating Chapter 119, Florida Statutes. due to
Company % s failure to comply with this Section, the Customer
shall collect from Company prevailing party attorney's fees and
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costs, and any damages incurred by the Customer, for enforcing
this Section against Company. And, 1"fapplicable, the Customer
shall also be entitled to reimbursement of all attorneysfees and
damages which the Customer had to pay a third party because
of the Company Is failure to comply with this Section. The
terms and conditions set forth in this Section shall survive the
termination of this Agreement.
I Non-5olicitn ion, During the term of any Service
Agreement, and for a period of 1.2 months thereafter, each Party
agrees not to, directly or indirectly, solicit recruit or employ
any employee of either Party without the prior written consent
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of the other.
12ANotim- All notices, demands and communications
required or r perminwd in connection with this Agreement shall
be in writing and shall be deemed effectively given in all
respects upon personal delivery or, if mailed,by registered stered or
certified mail, postage prepaid, return receipt requested, or by
overnight courier,, the receipt of which is confirmed, addressed
to the party hereto at the. address set forth on the Cover Page of
this Agreement (or such other address for a party as shall
hereafter be specified by like notice). Either party hereto may
from time to time change its notification address by giving the
other party hereto prior written notice of the new address and
the effiective date thereof.
D.RelatioUshin of JhePart*lea Company is an *independent
contractor of Customer. Neither Partv shall be the employee or
agent of the other. Regarding all Services performed-,, it is
specifically understood and agreed between the parties `that the
contractual relationship between Customer and Company is
such that Company is an independent contractor and not an
agent: or employee of Customer. Nothing in this Agreement
shat I be 'interpreted to establish any relationship, other than that
of an 'independent contractor,, between Customer and Company,
during or after performing the Services. Company shall be
solely responsible for providing the Services authorized
pursuant to this Agreement.
11,Silecesboa and AW&M. This Agreement shall benefit and
be binding upon the parties hereto and their respective
successors and assigns. Unless otherwise specifically required
0
by thi=s Agreernentl Company shall not assign, sublet, or transfer
any rights or Services under or interest in this Agreement
without the written consent of Customer., except if any
assignment, sublet, or transfer is mandated by law or the effect
of this limitation may be restricted by law. Unless specifically
stated to the contrary in any written consent to any assignment,
no assignment will release or discharge the assignor from any
duty or responsibility under this Agreement.. Further, Company
shall subcontract no portion or all portions of the Services
without the written consent of Customer
1.For ce .Ma euro. Any delay or failure of a Party to perform
its obligations will be excused if and to the extent that it was
causcd by an event or occurrence beyond such Party's
reasonable control and without its fault or negligence ("Force
Majeure"). A party claiming Force MaJeure must provide the
other Party with written notice of such delay (including the
anticipated duration of the delay) 'thin ten (10) days of the
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occurrence of Force Majeure event.
16.: odificntion or Wave[. The parties hereto may, by
mutual agreement, amend any provision of this Agreement, and
.any party hereto may grant consent or waive any right to which
it is entitled under this Agreement, provided that each such
amendment, consent or waiver shall be in writing. No failure
or delay by either party in exercising any right, power or remedy
with respect to any of its rigbts hereunder shall operate as a
waiver thereof.
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.17. Promotion, Company may, in its public advertising and
promotional materials, reference Customer and the services
provided to Customer, subject to Customer's prior approval of
said, promotional materials, which approval shall not be
unreasonably withheld.
I §.Gov rgigg Law.
This Agreement shall be construed and enforced in accordance
ce
with the laws. of the State of Florida. The parties further agree
dispute that in any between them relating to this Agreement,
exclusivejurisdicti.on shall be in the courts located in Seminole
County, Florida for any state court action and Orlando, Florida
for any federal court action, any objections as to jurisdiction or
venue in such courts being expressly waived.
19.Sexerabilill In the event that any provision of this
Agreement, or any word, phrase, clause, sentence, or other
provision thereof, should be held to be unenforceable or invalid
for any reason,. such provision or portion thereof shall be
modified or deleted in such a manner so as to make this
Agreement as modified legal and enforceable to the fullest
extent permitted under applicable laws..
20.Travel time and expenses. The Customer shall not Pa
CompanY for travel time. food/lodgina, or mileawe ex uses for
Company eMRIovees..
21 _Entre Ag This Agreement and any attachments
thereto constitute the entire agreement between the parties with
respect to the subject matter hereof and supersedes all prior
agreements,, purchase orders, understandings and negotiations,,
whether oral or written, between the parties with respect to such
subject matter.
22.Coun-ternarts. This Aureement may be executed ire multiple
counterparts each of which shall be deemed to be an original,
but all of which shall constitute one and the same instrument.
23 Soygrtign Immunity. The Customer intends to avail itself
of the benefits of Section 768.28, Florida Statutes and any other
statutes and common law governing sovercip immunity mmunity to the
fullest extentpossible. Nelither this p . rpvis , ion nor any other
provision of tis his Agreement shall be construed as a waiver of
the Customer*s, night to sovereign immunity under Section
768.28, Florida Statutes, or other limitations imposed on the
Customer's- potential liability under state or federal law.
Company agrees that Customer shall not be liable under this
Agreement for punitive damages or interest for the period
before judgment. Further, Customer shall not be liable for any
claim or judgment, or portion thereof, to any one person for
over two hundred thousand dollars ($27.003,000.00), or any claim
or judgment, or portion thereof., which, when totaled with all
other cl, 'ms or judgments paid by the State or its agencies and
subdivisions aril a ng out of the same incident or occurrence,
exceeds three hunt red. thousand. dollars. ($300,000.00).
Nothing in this Agreement is intended to inure to the benefit of
.any third party for the purpose Of allowing any claim which
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would otherwise be barred under the doctrine of sovereign
,# ty or by operation of law. This paragraph shallsur ,
Immuni I survive
termination of this Agreement.
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This Task Order #I serves to outline the scope of work between Eola Technology- 'Partners, LLC ('"Cornpany") and City of Winter
pr nes ("'Customer") pursuant to the terms and conditions of the Managed Services Agreement (the "Agreemenf) bet. Ween Company
and Customer effective on December 1. 2018.
This Task Order further defines the expectations and commitments between Company and Customer for a specific managed.services
engagement, as set forth below. Company shall provide the following Services as set forth below (collectively. the "Services")
in accordance with, the time line, if any, set forth herein. All defined terms used in this Task Order and not otherwise defined herein
will have the same meaning as in the Agre, ement. tn. the event the terms and conditions stated within this addendum conflict with the
terms and conditions stated within the Agreement, the terms and conditions stated within the Agreement shall have precedence over
the terms and conditions stated in this addendum.
Contract Period/Timeline
The Initial Term shall be from December 1,, 2018 through September 30, 2021
Services Covered ("Services")
Managed IT services for the City of Winter Springs
Services Covered
• Work Order/Service Order Ticketing System
• Helpdesk support; including remote access and/or monitoring services
• After-hours support
Emergency response support
• Qperating System 'application upgrades
• Diagnostics., repair and/or replacement of hardware; including working with
manufacturers and/or third party venders to ensure eligible equipment is
repaired under valid warranties and/or existine. contracts
• Develop and maintain documentation of both physical and logical networks,
services and service applications
• Software license tracking and reporting
Implement and maintain anti-virus, anti-malware, anti-spyware, and/or
comprehensive security solutions for all servers, desktops, laptops and/'Or City
issued mobile devices
0 implement and maintain data backup and file recovery
0 Implement and maintain email archiving and e -discovery solution for existing
Microsoft Exchange email system
• Implement and maintain a disaster recovery and/or off-site back-up solution
• Assist the IT Coordinator with the 'Implementation and maintenance of an IT
strategic plan
Services to sppclfical ly, be provided
Al1 work- shall be conducted under the general direction of the Customer's
Infonnation Services Department.
Company shall provide 24/7 helpdesk/technical support including nights,
weekends, and holidays for all hardware (including connected peripherals)
and software used by the City of Winter Springs including deployment,
testing, upgrades', I patching, imaging, problem identification and resolution,,
monitoring, management, maintenance, and inventory. Company must also
support other devices that may not be directly connected to computers such
as security cameraspie,, stand-alone copiers, scanners, fax machines, multi-
ftinction devices-, support pport includes contacting other vendors for repair of
equipment/software,
Company shall provide I on-site technician Monday thru Friday during
normal business hours (gam to fpm) March 26, 2018 through September ,3o
2018. The hours, required for an on-site technician during normal business
hours may be reduced after the trial period and will be determined in the
evaluation in. mid September.
Expected Level of Service
Priority levels to manage the level of service:
Prioritv 1 0 hr res ons
Affects more than five (5) individuals; or is mission critical and there is no
workaround available.
• Ex.- E-Mail services are non-functional, network outage, etc.
Priority 2 (4 hr response)
Affects one to five (5) individuals, no work around available.
Ex.- Computer is out of service
Prioritv 3 (l hrres pon
Affects fewer than five people, work around available,
• Ex., Printer is out of service but another printer is available.
Priority 4 (24 hr re tense
No effect on productivity or unsupported software
Ex*- A Monitor flickers every now and then
�lie above list/samples are not meant to be an all-encompassing list of every situation
but arejust a guideline. For issues not listed, and dependent upon 3rd party providers, i.e.
Camera System support, etc., the Company . shall communicate with the City's IT
Coordinator to discuss and set thea'pproprl*atc priority level for such cases.
F t-esMricing
The feest'pricing, for Services during the initial term shall be as follows:
Year 1: S 15,000 per month. not exceeding $ 180.000 per fiscal year
Year 2: S 15,000 per month, not exceeding $1801,000 per fiscal year
Year 3: S 15,000 per month, not exceeding $180,000 per fiscal year
Payment Terms and Schedule
Payment for all invoices are net 30 days from the date of the invoice to avoid late
charges.
Customer wi 11 pay interest at the rate of one and a. half ( 1.5) percent per month or the
legally permissible rate, if lower, on all unpaid, overdue invoices.
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