Loading...
The URL can be used to link to this page
Your browser does not support the video tag.
Home
My WebLink
About
CAG2003-0497 - Original - InnerVu Corporation - Hardware & Software Support for Mini Computers - 01/01/2003
ecords M eme KENT Document Wesxnarox CONTRACT COVER SHEET This is to be completed by the Contract Manager prior to submission to City Clerks Office. All portions are to be completed, if you have questions, please contact Mary Simmons, City Clerks Office. Vendor Name: Zino c- VIA Vendor Number: 33-31D0 JD Edwards Number Contract Number: This is assigned by Mary Simmons Description: Nn,,1,.3f re Su�qwc.r2 g(J" rT -Vftf '3oon fGSR 3I /q log 5-rc> Detail: -"Dt, ,jCI q Us7n4ZZZLG:� S'.W. Si4fff+ Project Name: QoMn�Ae« Contract Effective Date: Termination Date: \ a 3l- 05 Contract Renewal Notice (Days): "3o Aays RoA ice. Number of days required notice for termination or renewal or amendment Contract Manager: Cent 4 o , a Department: Abstract: ADCUM 07/02 HP On-Site Services Agreement Customer Bill To: Customer Eauipment Location: Customer Name City of Kent Customer Name City of Kent Street 220 Fourth Avenue South Street 220 Fourth Avenue South P O Box PO Box City/State/Zip Kent,WA 98032-5895 City/State/Zip Kent,WA 98032-5895 Telephone 253-856-4600 Primary Contact Telephone Bob Olson 253-856-4600 Contact Person Marti Mulholland Secondary Contact Telephone Marti Mulholland InnerVu Corporation("hmerVu")will,on the terms and conditions stated on the reverse side of the Agreement,provide software support and mamtam the equipment specified by Customer and agreed to by hmerVu,as listed below or in such other equipment schedules mutually agreed ("Equipment') RESPONSE: Hardware ❑HW 1 M-F 8am to 5pm,Next Day X HW2 M-F 8am to 9 pm,4hr ❑HW3 24x7,4hr ❑ Other Billing Freauencv in advance: Terms: X Quarterly ❑Annually X 1-year ❑2-year ❑ 3-year ❑ Other Start Date: Hardware Support Product Description Qty Price Extension A3641A K570 Server w/256MB HD ECC memory 1 300.00 300.00 256MB for K-Class 4 NC NC K-Class 18GB FWD SCSI-2 Disk 4 34.00 136.00 CD-ROM Drive 1 NC NC A3542A 12Gb DDS-3 DAT Tape Drive 1 42.50 42 50 A28696A 20MB FWD SCSI Interface 1 NO NO 10 Base-T LAN Adapter 1 NC NC HP-PB 16 Channel RS-232 Modem Conn. 1 NC NO Mux FWD SCSI-2 Controller 2 NC NC 9.1 GB LP Disk Upgrade 8 20.00 160.00 HSC 100 Base-T Single Port LAN 2 NO NC Adapter Monthly InnerVu Charge $638 50 Annual HW Charge $7,662.00 Annual SW Charge $2,079.00 Total Annual Charge $9,741.00 InnerVu Corporation HP On-Site Services Agreement 12/Oy02 l i Product Description Qty Pr3.ce Extension A3212A H23000 Series 969-200 1 $412.00 $412.00 KittyHawk Processor 2 NC NC 1. 6 Meter Cabinet 1 NC NC 128MB Memory 2 NC NC 4GB FWD SCSI-2 Disk Drives (Seagate) 4 $17.00 $68 00 4.3GB SCSI-2 Disk Drives 2 $17.00 $34 00 Disk Rack Enclosure 1 NC NC A3542A 12GB DDS-3 DAT Tape Drive 1 $42.50 $42.50 Monthly InnerVu Charge $556 50 Annual HW Charge $6,678.00 Annual SW Charge $4,716.00 Total Annual Charge $11,394.00 Product Description Qty Price Extension A1701A HP3000 Series 958 1 $455.00 $455.00 C2474S 1.3GB SCSI Disk Internal 2 $8.00 $16.00 A3304A 2GB SE SCSI Disk 6 $8.50 $51.00 4GB SE SCSI Disk ST34371N 2 $17.00 $34 .00 4GB SE SCSI Disk ST32550N 2 $17.00 $34 .00 A3542A 12GB DDS-3 DAT Tape Drive 1 $42.50 $42.50 2345A DTC48 2 $30.00 $60.00 SCSI Storage Tower 2 2564B HP 600LPM Line Printer 1 $60.00 $60.00 HP LaserJet 5Si 2 $35.00 $70.00 Monthly InnerVu Charge $822.50 Annual HW Charge $9,870.00 Annual SW Charge $3,772.80 Total Annual Charge $13,642 80 Customer acknowledges and agrees to the Terms and Conditions set forth in this Agreement City of Kent I Vu Corporation Prmt Typ`Name Title �Print or Type Name Title A9L ' —O t-aWlRY A NuNAYR. ] -(,(Cg Signs a Oate Signature Date InnerVu Corporation HP On-Site Services Agreement 12/O5(02 4256464799 BALDWIN RESOURCE GRP 846 P02 NOV 21 '02 11.35 ACORDTM CERTIFICATE OF LIABILITY INSURANCE DATB IMM DD YY) 11/21/2002 PRODUCER (42S)4S5-5640 FAX (425)4SS-6727 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION Baldwin Resource Group, Inc. ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER THIS CERTIFICATE DOES NOT AMEND,EXTEND OR PO BOX 1848 ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW Bellevue, WA 98009 INSURERS AFFORDING COVERAGE INSURED Inner u Corporation INSURER A. North Pacific Insurance Co 11421 N.e. 120th Street INSURER B• Kirkland, WA 98034 INSURER INSURER O NSURERE COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH POLICIES,AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS ILTSR TYPE OF INSURANCE POLICY NUMBER P LIE EFFECTIVE POLW RA I N LIMITS YY OLIC MMDfYYI GENERAL LIABILITY C04147163 02/14/2002 02/14/2003 EACHOCCURRENCE is 1.000 00 X COMMERCIAL GENERALLIABIL{TY FIREOAMAG£(Anya tmI $ 1O0 I Qlx CLAIMS MADE ❑OCCUR M£D EXP(Any ate Pe n) $ 5.0 A PERSONAL&ADV INJURY S 1,000, GENERAL AGGREGATE $ 21000100 GEN'L AGGREGATE LIMIT APPLIES PER PRODUCTS.COMP/OP AGO $ 2 000,00 X POIICY JEgT LOG 02 AUTOMOBILE LIABILITY 147163 /14/2002 02/14/2003 COMBINED SINGLE LIMB $ X ANYAUTO (CA ocodwi) 1,000.00 ALL OW NED AUTOS BODILY INJURY SCHEDULED AUTOS (Per Pemon) S A HIREDAUTOS BODILY INJURY $ NON-OWNED AUTOS (ft'acddan) PROPERTY DAMAGE $ (Pareaddent) GARAGE LIABILITY AUTO ONLY-EA ACCIDENT $ ANY AUTO OTKERTKAN EAACC $ AUTO ONLY: AGG $ EXCESSLwwuTv CI. 123473 02/14/2002 02/14/2003 EACH OCCURRENCE $ 000.0001 X OCCUR El CLAIMS MADE AGGREGATE $ 3,000,000 S DEDUCTIRL9 $ X RETENTION S 10,00 $ WORKERS COMPENSATION AND TO V LIMIT ER EMPLOYERS'LIABILITY E L EACH ACCIDENT S EL DISEASE-EA EMPLOYE $ EL DISEASE-POLICY LIMIT $ OTHER DESCRIPTION OF OPERATIONS/LOCATIONSNEHICLESM=LUSIONS ADDED BY ENOORSEMENTISPECIAL PROVISIONS erification of insurance. Re: Minicomputer Hardware and Software Maintenance RFP CERTIFICATE HOLDER ADDITIONAL INSURED:INSURER LETTER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BERORB THE EXPIRATION PATE THEREOF,THE ISSUING COMPANY WILL ENDEAVOR TO MAIL City Clerk Minicomputer Hardware and Software 30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, Maintenance RFP BUT FAILURE TO MAIL SUCH NOTICE SHALLIMPOSE NO OBLIGATION OR LIABILITY City of Kent OF ANY IO1ND UPON THE COMPANY,ITS AGENTS OR REPRESENTATIVES 220 4th Ave. S. AUTHORIZED REPREVbXATNE ACORD 25-S(7/97) @AC RD CORPORATION 1888 Received Time Nov 21 . 12 ;31PM City of Kent Invoice Detail K 570 Sag Hardware _Q yt Price Extended A3641A K570 Server w/256MB HD ECC memory 1 $ 30000 $ 30000 256MB for K-Class 4 $ - $ - K-Class 18GB FWD SCSI-2 Disk 4 $ 3400 $ 13600 CD-ROM Drive 1 $ $ - A3542A 12Gb DDS-3 DAT Tape Drive 1 $ 4250 $ 4250 A28696A 20MB FWD SCSI Interface 1 $ - $ - 10 Base-T LAN Adapter 1 $ - $ - HP-PB 16 Channel RS-232 Modem Conn Mux 1 $ $ FWD SCSI-2 Controller 2 $ $ 9 1GB LP disk upgrade 8 $ 20.00 $ 16000 HSC 100B-T Single port lan 2 $ - Total per month $ 638.50 Total Annual Hardware for K570 $ 7,662.00 K 570 8x9 Software-from Computech H2083A Phone in Ass4 1 $ 2,07900 $ 2,07900 Total Annual Software for K570 $ 2,079.00 $ 2,079.00 Total Annual Rev for K570 $ 9,741.00 969-200 Sx9 Hardware Qttq Price Extended A3212A HP3000 Series 969-200 1 $ 41200 $ 41200 KittyHawk Processor 2 $ - $16 Meter Cabinet 1 $ - $ - 128MB Memory 2 $ - $ - 4GB FWD SCSI-2 Disk Drives(Seagate) 4 $ 17.00 $ 6800 4.3GB SCSI-2 Disk Drives 2 $ 17.00 $ 3400 Disk Rack Enclosure 1 $ - $ - A3542A 12GB DDS-3 DAT Tape Drive 1 $ 42.50 $ 4250 Total per month $ 556.50 Total Annual Hardware for 969-200 $ 6,678.00 Phone in MPE/iX Fundamental OS 1 $ 3,07800 $ 3,07800 Phone m 64 User License 1 $ 31500 $ 31500 Phone m IMAGE/SQL 1 $ - $ - Phone in IMAGE/SQL 64 user 1 $ 1,16100 $ 1,16100 Phone m HP BasicLine for HP3000 computers 1 $ - $ - Phone in HP Phone-in 1 $ - $ - Phone m NS3000/iX Network Services License 1 $ 16200 $ 16200 Phone in TurboStore/iX 1 $ - $ - Total Annual Software for 969-200 $ 4,716.00 $ 4,716.00 Total Annual for 969-200(Sx9) $ 11,394.00 958 8X9 Hardware Otty Price Extended A1701A HP3000 Series 958 1 $455 00 $ 45500 C2474S 1 3GB SCSI Disk Internal 2 $8 00 $ 1600 Page 1 of 2 A3304A 2GB SE SCSI Disk 6 $8 50 $ 5100 4GB SE SCSI Disk ST34371N 2 $17 00 $ 3400 4GB SE SCSI Disk ST32550N 2 $17 00 $ 3400 A3542A 12GB DDS-3 DAT Tape Drive 1 $42 50 $ 4250 2345A DTC48 2 $30 00 $ 6000 SCSI Storage Tower 2 $0 00 $ - 2564B HP 60OLPM Line Printer 1 $60 00 $ 6000 HP LaserJet 5Si 2 $35 00 $ 7000 Total per month $ 822.50 Total Annual Hardware for 958 $ 9,870.00 phone in MPEhX Fundamental OS 1 $ 2,46240 $ 2,46240 phone in Unlimited User License 1 $ 25200 $ 25200 phone in HP GlancePlus 1 $ $ phone in BSC-RJEhX right-to-use License 1 $ - $ - phone in ALLBASE/SQL 1 $ 30960 $ 30960 phone in IMAGE/SQL 1 $ 30960 $ 30960 phone in TurboStorehX 1 $ phone in Cobol II/iX compiler 1 $ 30960 $ 30960 phone in BSC Lmk/hX 1 $ - $ - phone in DictonaryN 1 $ $ - phone in NS3000/iiX Network Services License 1 $ 12960 $ 12960 Total Annual Software for 958-200 $ 3,772.80 $ 3,772.80 Total Annual for 958 $ 13,642.80 Total Annual Maintenance Charge For City of Kent $ 34,777.80 Page 2 of 2 City of Kent, Washington Minicomputer Hardware and Sysrem Software Maintenance 1411" vo Response to City of Kent, Washington Request for Proposal Minicomputer Hardware and System Software Maintenance 220 a Ave S Kent, WA 98032 Prepared by InnerVu Corporation 11421 NE 120m Street Kirkland,WA 98034 Attn: Frank Zaccari 425-820-6500 s1101 Submitted September 11, 2002 I n UN 1 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Table of Contents MinicomputerHardware and System Software Maintenance......................................................................... I Tableof Contents..................................................................................................................................................2 1. Vendor Instructions..................................................................................................................................3 PROPOSAL FORMAT .. ... ... 3 APPENDIX A—VENDOR RESPONSE FORMS.. ... ... .... ..... ... . . .. ... . . . 6 VENDOR AUTHORIZATION 6 (INNERVU DOES NOT HAVE A CORPORATE SEAL) 6 VENDOR QUESTIONNAIRE 7 ATTACHMENT A-MAINTENANCE CALL PROCESS 34 Customer Satisfaction Survey-Service Delivery 36 Orientation Letter 37 ATTACHMENT B—HARDWARE MAINTENANCE .. . ... . . .... .. . 38 Hardware Infrastructure 39 Additional Maintenance Programs 39 ATTACHMENT C-BIOS OF ACCOUNT SUPPORT PERSONNEL 40 ATTACHMENT D—SOFTWARE MAINTENANCE PROGRAM 43 ATTACHMENT E—PARTS AND LOGISTICAL SERVICES .. 44 ATTACHMENT F-CUSTOMER TESTIMONIALS ..... .... . . ....... 45 ATTACHMENT G—ENVIRONMENTAL SPECIFICATIONS . .... ... . . . .. . . ... . . . .....46 ATTACHMENT H—DETAILED PRICING .. ..... . .. ... ............47 NOW, 2 City of Kent, Washington Minicomputer Hardware and System Software Maintenance 1. Vendor Instructions This section provides the format and description of the information required for a vendor's response to be considered by the City Proposals are due by the date, time and location described in Section 2 2 of this document InnerVu acknowledges and agrees Proposal Format The vendor's proposal shall be submitted in the format outlined in this section. Failure to comply with the specified format may result in the City's rejection of vendor proposal The City reserves the right to reject all proposals Other subject headings may be added, as the vendor believes necessary The City reserves the right to require additional information or materials after the proposals are submitted InnerVu acknowledges and agrees Vendors must respond to all requirements stated in this RFP and all of the appendices for the solution(s) they are offering, whether the vendor is proposing a complete solution or a partial solution The proposal must be signed by an officer authonzed to negotiate for and contractually bind the vendor The vendor must demonstrate this authority by completing the Vendor Authorization located in Appendix A InnerVu acknowledges and agrees The following is an outline of the proposal contents Guidelines for completion of each section are included below I. Cover Letter The purpose of the cover letter is to identify the vendor(s) and provide a summary of the proposal InnerVu acknowledges and agrees. A cover letter is included in this response II. Vendor Response Forms —Appendix A a) Vendor Authorization The vendor authorization must certify that this is the vendor's response to the City's RFP and identify both a vendor contact point for the vendor and the person authorized to negotiate for and contractually bind the vendor A format is provided in Appendix A InnerVu acknowledges and agrees. The vendor authorization form has been completed and signed. The pimary vendor contact for InnerVu is: Frank Zaccan President and CEO Computech Systems Corporation and InnerVu Corporation 11421 NE 1201h Street Kirkland, WA 98034 n 3 City of Kent, Washington Minicomputer Hardware and System Software Maintenance frankzfcomputech com Office 800-882-0201 x1101 or 425 820 6500 x1101 Fax* 425-820-6565 Mobile 916-718-5517 b) Vendor Questionnaire The vendor must complete the vendor questionnaire provided in Appendix A InnerVu acknowledges and agrees. The vendor questionnaire has been completed. InnerVu has selected to provide additional detail. Each question is listed and a more detailed response has been provided. c) Vendor Cost Proposal The vendor must complete the vendor cost proposal coverage periods and future costs provided in Appendix A. Cost proposal shall be valid for a period of 120 days. InnerVu acknowledges and agrees. d) Customer References The vendor must provide at least three (3) references of comparable customers A format is provided in Appendix A InnerVu acknowledges and has exceeded this requirement. Three detailed references have been provided as requested. InnerVu has also included the names of over 25 additional customers plus reference letters. e) Subcontractor Identification The vendor must provide information for each subcontractor included in the proposal A format is provided in Appendix A InnerVu acknowledges and agrees. InnerVu is not planning to use any subcontractors for this contract f) Equal Employment Opportunity Declaration The vendor must certify that they comply with the City's Minority and Women Contractors Policy A copy of the City's Administrative Policy and a declaration are included in Appendix A for the vendor to review, sign, and return with their proposal InnerVu acknowledges and agrees 4 City of Rent, Washington Minicomputer Hardware and System Software Maintenance g) Proposal Price Guarantee The vendor must provide a written guarantee to maintain the proposed annual cost summary for 120 calendar days beyond completion of the vendor selection InnerVu acknowledges and agrees h) Additional Materials Submitted by Vendor Attach any other information or materials that would be pertinent to the City's proposal. InnerVu has provided Attachments A through H III. Acceptance of Terms An authorized vendor representative must submit a statement demonstrating the vendor's acceptance of all parts of the RFP including terms outlined in Appendix B If the vendor cannot provide this acceptance statement, the vendor must enumerate each specific exception to the City's RFP, together with the vendor's proposed changes The City will not accept substitutions by the vendor with the vendor's own boilerplate documents InnerVu has submitted specific exceptions to the City's terms and conditions together with InnerVu's proposed changes and rationale for the proposed change(s). Injew, s City of Kent, Washington Minicomputer Hardware and System Software Maintenance Appendix A—Vendor Response Forms Vendor Authorization t�4�Y N I, Frenk3'a=ri, certify that InnerVu Corporation have reviewed the City's Minicomputer Hardware and System Software Maintenance RFP and responded to all required sections as directed in the RFP This proposal constitutes InnerVu Corporation response to the City's Minicomputer Hardware and System Software Maintenance RFP. I further certify that I am authorized to negotiate for and contractually bind InnerVu Corporation in all discussions with the City for the procurement of the services as described in the City's Minicomputer Hardware and System Software Maintenance RFP All contact with InnerVu Corporation should be directed to Name Frank Zaccan Title President/CEO Address 11421 NE 120th Street, Kirkland, WA 98034 Telephone 425 820 6500 x1 10 1 Fax 425 820 6565 Email frankz@innervu com Signed ��� Date September 11, 2002 Title Pfestdentf6EO CF6 Corporate Seal (InnerVu does not have a Corporate Seal) 6 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Vendor Questionnaire Please feel free to use the Table Al provided and/or to attach additional information InnerVu has selected to provide additional detail. Each question is listed and a more detailed response has been provided. Table Al. Vendor Profile Questionnaire Information Item Requested Response 1 Year founded. See detailed response below 2 Headquarters location See detailed response below 3 Local officers See detailed response below 4 ) Number of full-time personnel See detailed response below Total company Management Support/Administration 5 ) Number of full-time technical support See detailed response below personnel dedicated to the HP 3000 hardware and MPE/ix 5 5 or greater located in the greater Seattle/Tacoma area 6 ) Number of full-time technical support See detailed response below personnel dedicated to the HP 9000 hardware and HP-UX 11 0 and greater located in the greater Seattle/Tacoma area 7 ) Describe the experience of your technical See detailed response below support staff as it relates to support of HP3000 8 ) Describe the experience of your technical See detailed response below support staff as it relates to support of HP9000 9 ) Number of current Customers See detailed response below HP 3000 HP 9000 Other 10 ) What is the availability of your support center See detailed response below 11 ) Describe e cri a your support center's escalation See detailed response below proced es 12 ) Describe experience of support center staff See detailed response below 13 ) Where is your support center located See detailed response below 14 ) Please attach any additional information or See detailed response below documentation that describes your Call Center operation 15.) Will you bill the City quarterly? If no why See detailed response below not? InAetlh 7 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Information Item Requested Response 16 ) Will the City be able to change support levels See detailed response below fora given machine with 90 days notice? 17 ) Describe your repair and replacement See detailed response below process 18 ) Describe your services to support system See detailed response below software patches and upgrades 1 ) Year founded InnerVu Corporation is an S-Corporation, UBI # C601553822, incorporated in the State of Washington It is also a Veteran Owned, Small Business as listed in the SBA Pronet Database In May of 2000, Computech created InnerVu Corporation as its maintenance and professional services company Computech is the nation's oldest and largest remanufacturer/reseller of Hewlett-Packard 3000 and 9000 series servers Founded in 1985, Computech and now InnerVu have been providing maintenance services to its clients as follow-on to hardware sales InnerVu currently provides direct maintenance to 77 companies, 69 in Washington State, including the City of Kent, Expeditors International, Nordstrom and 13 State Community and Technical Colleges. InnerVu has been providing hardware maintenance (HP 958) to the City of Kent for seven (7) years and software maintenance for nearly three years. InnerVu offers a variety of direct maintenance programs that exceed the service and product levels offered by HP These programs are explained in Attachment B 2 ) Headquarters location InnerVu is a Washington State based, Veteran Owned, Small Business InnerVu and Computech's entire employee base are Washington residents (23 instate employees) Computech is a Washington corporation in good standing since 1985 The headquarters, parts warehouse and technical service center are co-located at the following address 11421 NE 120'" Street Kirkland,WA 98034 Phone: 425.820.6500 3.) Local officer(s) Every InnerVu and Computech board member, officer and employee is a resident of Washington The company officers include Frank Zaccan, President/CEO, 11421 NE 1201h Street, Kirkland, WA 98034, Phone 425-820-6500 x1101 Fax 425-820-6565 Larry Numata, CFO, 11421 NE 120" Street, Kirkland, WA 98034 Phone 425-820-6500 x1104 Fax 425-820-6565 1 8 City of gent, Washington Minicomputer Hardware and System Software Maintenance Frank Zaccan or Larry Numata are authorized to sign and execute contracts Officers and Board members include • Frank Zaccan, President/CEO • Larry Numata, CFO and corporate secretary • Robert Miller— Chairman of the Board • John Sato — Board Member • Richard Strand — Board Member 4 ) Number of full-time personnel Total company Management Support/Administration InnerVu and its "sister" company Computech, employ 23 Washington State residents as full time employees Senior management 2 full time Support/Admin 3 full time The balance of the employees are in sales (8) and technical/logistics (10) 5 ) Number of full-time technical support personnel dedicated to the HP 3000 hardware and MPE/ix 5 5 or greater located in the greater Seattle/Tacoma area InnerVu's key technical personnel have over 157 years of HP and systems maintenance experience Every InnerVu technician works out of the Kirkland, WA facility InnerVu is currently able to dispatch eight (8) experienced field technicians throughout Washington State. According to our latest information, the HP in-state presence is not as large Bros of Account Team Personnel are listed below (See response to Question 7 and Attachment C) Six of the eight technicians available to be dispatched to perform onsite maintenance service have expertise with the HP 3000 series hardware and MPE/ix 5 5 or greater 6.) Number of full-time technical support personnel dedicated to the HP 9000 hardware and HP- UX 11 0 and greater located in the greater Seattle/Tacoma area All eight technicians have expertise with the HP 9000 series hardware and HP-UX 11 0 and greater Every InnerVu technician works out of the Kirkland, WA facility 7 ) Describe the experience of your technical support staff as it relates to support of HP 3000 InnerVu's key technical personnel experience with the HP 3000 consists of the following technicians If# v 9 Chy of Kent, Washington Minicomputer Hardware and System Software Maintenance Ernie Grillo, Technical Services and Logistics Manager— 21 years of HP 3000 and 9000 expertise Ernie spends 50% of his time on maintenance issues Paul Allen, Field Support Manager — 30 years of HP 3000 and 9000 experience Paul spends 100% of his time on maintenance issues and is certified in HP-UX Dan Miller, National Support Manager — 16 years of HP 3000 and 9000 experience Dan spends 100% of his time on maintenance issues Stephen Lennon — 1 year of MPE experience and 5 years of UNIX Stephen spends 100% of his time on maintenance issues Zach Aherns — 1 year of MPE experience and 10 years of UNIX Zach spends 100% of his time on maintenance issues Josh Norige — 3 years of MPE experience and 5 years of UNIX Josh spends 50% of his time on maintenance issues and is certified in HP-UX The majority of InnerVu's maintenance customers use the HP 3000 family of products This is due to lack of commitment in recent years by HP toward the 3000 hardware and MPE operating system The lack of commitment culminated in a letter dated November 14, 2001 when HP announced the end of sales and support for the HP 3000 product line and the MPE/iX operating system HP encouraged the customers of its 3000 product line to transition to other HP servers running HP-UX, Windows or Linux End of support directly from HP for the 9X7 products occurred in April 2002. The rest of the 3000 series will suffer the same fate in stages through 2006 This is an economic business decision by HP Many HP 3000 customers elected not to change their organizational plans to match HP's business decision to obsolete the 3000 product line and MPE/ix operating system They elected not to be rushed to incur millions of dollars in capital expense simply to match HP's arbitrary business decision The real issue facing HP 3000 customer is how to extend the life of the existing HP equipment to give themself the time to evaluate ALL possible alternatives InnerVu's reputation for technical excellence is widely known throughout the state of Washington InnerVu is known as "the tech support of last resort" — meaning that when the manufacturer cannot solve a problem, InnerVu is often contacted This scenario recently occurred with the following customers • Nordstrom contacted InnerVu to repair a printer after several failed attempts by HP • US Naval Hospital-Bremerton InnerVu resolved two HP9000/755 workstation problems that HP and another third party were unable to resolve 10 City of Kent, Washington Minicomputer Hardware and System Software Maintenance • Weyerhaeuser selected InnerVu over HP for its complete data center This project was to design and manage the re-location of 21 HP 9000 systems from Weyerhaeuser's data center in Tacoma to its new location in Federal Way Tasks included, planning, manpower allocation, spare parts, emergency contingency plan plus the physical tasks of de-installing, packing, shipping, and re-installing 21 HP servers from 5 00 PM Friday to 5 00 PM Sunday The move was competed without any unscheduled interruption of IT services • InnerVu supports 69 HP 3000 servers in the Northwest These servers range from the HP 3000X micro (predecessor of the HP 3000 RISC architecture) to the 922, 9X7, 9X8 and 9X9. • InnerVu has the proven credentials to extend the life of the HP 3000 products beyond the HP's End-of-Support dates InnerVu is currently providing maintenance in the State of Washington for Sensitech (HP 922), City of Kent (HP 958), Tally and MR Data (HP Micro 3000) These products are more than (5) five years beyond the HP End-of-Support 8.) Describe the experience of your technical support staff as it relates to support of HP9000 InnerVu's key technical personnel experience with the HP 9000 consists of all the personnel listed in question 7 plus two additional technicians that combine for 25 years of experience InnerVu supports seven (7) HP 9000 servers in the Puget Sound These servers range from the HP D, G, F H, K series models Two customers will be adding the A and N models in October 2002 Customers are selecting InnerVu as their HP 9000 maintenance provider for all the reasons listed in question 7 plus those listed below* • A higher quality of service than HP for 24x7, 8x9 and 8x5 customers in Washington State • Total Cost of Ownership will be less with InnerVu • Extend the life of current equipment. There is no performance reason to migrate simply because HP makes a business decision to obsolete hardware and/or software • Parts & Logistics based 100% in Washington InnerVu stores HP parts in Kirkland, WA and is willing to store parts onsite • InnerVu has a worldwide channel for parts • Ability to support HP products beyond the End-of-Life (EOL) and End-of-Support (EOS) dates InnerVu is currently supporting four Washington State customers 5+ years after HP EOL and EOS • Ability and willingness to support 3rd party (non HP) peripherals and components Inevu 11 City of Kent, Washington Minicomputer Hardware and System Software Maintenance The following chart provides a summary of the benefits offered by InnerVu InnerVu An engineer returns your 1$ call. Will store parts on site without a large uplift. Will walk you through a customer install over the phone without a large Time and Material (T&M) uplift. At least one proactive preventative maintenance visit per year whether you make a service call or not. Offer advice independent of the manufacturer. Example: How to lower software support fee by ordering media now. Values the customer by providing quality service at a fair price. Will support 3 party products (disk, memory etc) to improve customer's Return on Investment ROI . 9 ) Number of current Customers- Since several of InnerVu's customer has support contracts for multiple products, InnerVu has listed the number of systems under maintenance contract in the Puget Sound HP 3000 69 systems and associated peripherals HP 9000 7 systems and associated peripherals Other 3 Sun servers and associated peripherals 20 HP Netservers and associated peripherals 10 ) What is the availability of your support center 11 ) Describe your support center's escalation procedures Both questions 10 and 11 are answered in this section Also see Attachment A InnerVu has found that direct customer interface via phone is both more efficient and effective in initiating, tracking and closing maintenance calls See Attachment A for detailed call process and customer orientation letter Every InnerVu maintenance customer has access to a toll free Maintenance Hotline number The 800-882-0394 number will ring at a staffed call center on a 7x24x365 basis A customer service representative will answer your call In the event the pre- recorded message picks up the customer will hear Inovk 12 City of Kent, Washington Minicomputer Hardware and System Software Maintenance "Thank you for calling Computech and InnerVu's maintenance hot line All of our representatives are currently helping other customers Your call is important to us, so please stay on the line and your call will be answered in the order received" When the call center personnel answers the call he/she will say "Thank you for calling Computech and InnerVu's Maintenance Hotline Are you a current maintenance customer?" If"No" Direct customer to the Computech number, 425-820-6500 x1001 If"Yes" 1 The call center representative will record the following • the time of the call • caller's name • company name • phone number 2 Assign and give to the caller a call tracking number based on the date and call number of the day For example, the first call of the day on 7/30/01 would be 073001-01 The second call that day would be 073001-02 and soon 3 Immediately page the InnerVu duty technician • If no return call to the call center within 15 minutes, page the first backup • If no return call within with 15 minutes, page the second backup • If no response within 15 minutes, page Dan Miller — National Support Manager • If no response within 15 minutes, call Frank Zaccan - President 4 Duty technician will call the center and receive the customer's information and tracking number 5 Duty technician will then immediately call the customer to ascertain the nature of the problem, and start working the problem First return call to the customer has been averaging 18 minutes 6 Escalation is left up to the judgement of the duty technician who will have the phone and pager numbers of the entire InnerVu staff 7 If the service call cannot be resolved over the phone, the InnerVu technician will provide an estimated time of arrival for onsite service. A good representation of the number of calls and time to resolution can be found in the call statistics from September to December 2001 • 34 total services calls were received (InnerVu provides service to 77 companies) Inallm 13 City of Kent, Washington Minicomputer Hardware and System Software Maintenance • 13 calls required an InnerVu technician to be dispatched • 21 calls were resolved over the phone Average time to return the system to operational status for dispatched calls was 2.8 hrs including travel time to the site. 12 ) Describe experience of support center staff Unlike the vast majority of companies that provide onsite maintenance (including HP), InnerVu does not use administrative or junior level technicians to staff a support center After the initial call is received at InnerVu's toll free Maintenance Hotline number (see response to questions 10, 11 and Attachment A) all contact with the customer is made by InnerVu's technicians The technician that returns your first call is responsible to resolve your trouble ticket Since every InnerVu employee is located in our Kirkland facility, our technicians have easy access to our solution database, customer history, access to HP technical service manuals, engineering notes, IT Resourse Center (ITRC), Service Parts Interface (SPI) plus InnerVu's 157 years of combined HP and maintenance experience (See response to questions 7, 8, Attachments A and C) 13 ) Where is your support center located InnerVu's support center is located in our Kirkland, WA facility— less than a 20 minute drive to the City of Kent InnerVu Corporation and Computech Systems Corporation 11421 NE 120" Street Kirkland, WA 98034 Phone 425 820 6500 14 ) Please attach any additional information or documentation that describes your Call Center operation InnerVu takes customer satisfaction very seriously To that end, InnerVu assigns a significant level of resources to ensure the highest level of Customer Satisfaction The resources include • Customer Orientation Packet The process starts with Customer Orientation Packet (See Attachment A for details) InnerVu believes that a thorough understanding of the communication process is the key to superior maintenance This packet clearly outlines steps for contacting InnerVu to begin the service process • Frank Zaccan, President & CEO — spends 25% of his time on maintenance issues 14 City of Kent, Washington Minicomputer Hardware and System Software Maintenance • Ernie Grillo, Technical Services and Logistics Manager— spends 50% of his time on maintenance issues • Paul Allen, Field Support Manager — spends 100% of his time on maintenance issues • Stephen Lennon — Field Engineer - spends 100% of his time on maintenance issues _ • Zach Ahrens - Field Engineer- spends 100% of his time on maintenance issues • Dan Miller, National Support Manager - spends 100% of his time on maintenance issues • Larry Numata — CFO and Contracts Manager- spends 50% of his time on contract maintenance issues • A 7x24x365 staffed call center to receive the initial support call and initiate the trouble ticket process (See Attachment A) • Trouble ticket resolution actions that include the use of telephone calls, fax and emails Upon closure of a trouble ticket, InnerVu maintenance customers will receive a phone call or email within 48 hours to verify the resolution • Annual satisfaction survey will be sent to customers of this contract (See Attachment A - Customer Satisfaction Survey - Service Delivery) • Customer concerns regarding quality of service are taken very seriously All written complaints are directed to the President/CEO who will call the customer and initiate the necessary steps to resolve the situation. The vast majority of customer concerns are resolved to the customer's satisfaction by the InnerVu technicians Customers can call, write or email the President/CEO anytime they feel service is not living up to expectations Frank Zaccan President and CEO Computech Systems Corporation and InnerVu Corporation 11421 NE 120th Street Kirkland, WA 98034 frankzfeomouteeh com Office 800-882-0201 x1101 or 425 820 6500 x1101 Fax 425-820-6565 Mobile 916-718-5517 n is City of Kent, Washington Minicomputer Hardware and System Software Mamtenance 15 ) Will you bill the City quarterly? If no why not? Yes, InnerVu will bill the City quarterly Because InnerVu is a Washington based corporation it has the flexibility, unlike other field support organizations, to make and change decisions based on local customer needs and expectations 16 ) Will the City be able to change support levels for a given machine with 90 days notice? Yes As stated above InnerVu is a Washington based corporation it has the flexibility, unlike other field support organizations, to make and change decisions based on local customer needs and expectations 17 ) Describe your repair and replacement process InnerVu offers more options than requested in the RFP Hardware Maintenance options available from InnerVu include (See Attachment B for additional information) • 24x7 — four-hour onsite response, 24 hours per day, 7 days per week, including holidays • 24x7 - two-hour onsite response, 24 hours per day, 7 days per week, including holidays • 8x5 — four-hour onsite response, Monday through Friday, 8 00 am to 5 00 pm local time, excluding holidays • 8x9 - four-hour onsite response, Monday through Friday, 8 00 am to 9 00 pm local time, excluding holidays • Next Business Day (NBD) — next working day onsite service after the call is received, Monday through Fridays, 8 00 am to 5 00 pm local time, excluding holidays Optional services offered by InnerVu: • Depot repair of faded equipment • Hot swap component replacement option • Onsite (customer site) storage of spare parts option • Parts replacement and telephone support for self maintenance customers How InnerVu meets it onsite response time commitments is listed below: InnerVu follows the same process for the minimum support period listed in Table A2 The process starts with Customer Orientation Packet (See Attachment A for details) InnerVu believes that a thorough understanding of the communication process is the key to superior maintenance This packet clearly outlines steps for contacting InnerVu to begin the service process Every InnerVu maintenance customer has access to a toll free Maintenance Hotline number The 800-882-0394 number will ring at a staffed call center on a 7x24x365 basis A customer service representative will answer your call This process is detailed in Questions 10, 11 and Attachment A) InatAk 16 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Once the communication process is initiated InnerVu offers five (5) elements for success • Background • Professional staff • Infrastructure • Parts /logistics • Geographic coverage Background In May 2000, Computech created InnerVu Corporation as its maintenance and professional services company Computech is the nation's oldest and largest remanufacturer/reseller of Hewlett-Packard 3000 and 9000 series servers Founded in 1985, Computech and now InnerVu have been providing maintenance services to our clients throughout the Pacific Northwest InnerVu currently provides direct maintenance to 77 companies, including the City of Kent, Expeditor's International, Nordstrom, Alaska Distributors, the University of Washington and 13 State of Washington Community and Technical Colleges Professional staff InnerVu personnel have over 157 years of HP and systems maintenance experience InnerVu is currently able to dispatch eight experienced HP field technicians throughout Washington State. According to our latest information, no other company including HP has a larger in state maintenance staff supporting the HP product line (See Attachment C for additional details) Infrastructure InnerVu has the internal infrastructure in place to support a statewide maintenance agreement Because InnerVu is a Washington based corporation it has the flexibility, unlike other field support organizations, to make and change decisions based on local customer needs and expectations Since the creation of InnerVu, we strengthened our maintenance infrastructure to provide onsite and telephone hardware and software maintenance on a regional basis (See Attachment B for additional details) InnerVu currently provides maintenance throughout the states of Washington, Oregon, and Idaho InnerVu has been able to meet every customers onsite response time commitment Our ratio of technicians to customers is 9 6 to 1 (8 technicians to 77 customers) For most maintenance providers this ratio is closer to 30 to 1 It is our understanding that HP ratio is greater than 25 to 1 Please note that 17 City of Kent, Washington Minicomputer Hardware and System Software Maintenance all of InnerVu's hardware engineers are employees This is important since the vast majority of companies that provide hardware maintenance in the Puget Sound use subcontractors to perform the onsite maintenance service Parts /logistics The Kirkland facility currently carries a large inventory in HP parts InnerVu leverages the worldwide supply channel built over the past 17 years by Computech With this vast access to parts, InnerVu will be able to support and extend the life of the The City of Kent's HP products for a minimum of three years beyond HP's End Of Life (EOL) InnerVu is currently supporting sites where the HP equipment is five years beyond its EOL InnerVu obtains parts from a number of sources including • Hewlett Packard and other manufacturers • Distributors for new (product returns), used and surplus equipment • 900 worldwide broker and remarketers • The Global 3000 corporations for used equipment from our asset recovery program • Leasing Companies All parts used by InnerVu must pass our stringent internal quality assurance tests before they are placed in available inventory InnerVu's 4A testing and logistics system is described in Attachment D Geographic coverage As stated above InnerVu currently provides maintenance throughout the states of Washington, Oregon, and Idaho InnerVu has been able to meet every customer's onsite response time commitment. Given the City of Kent is less than a 20-minute drive from InnerVu's Kirkland facility, meeting and exceeding the minimum support period coverage will not be an issue InnerVu's time to repair commitment is listed below InnerVu agrees to the time frames listed below with the understanding that City of Kent adheres to the required environmental specifications for humidity and cooling (specifications are in Attachment G) and have a properly functioning Uninterruptable Power Supply (UPS) with 15 to 20 minutes of sustained power in place prior to the start of this agreement UPS is designed to reduce electrical component damage from power fluctuations and give the customer's onsite operations staff time to perform an orderly system shutdown With the exception of CPUs and backplanes InnerVu will have the contracted systems and/or related peripherals operational within 8 hours after onsite arrival by In 18 City of Kent Washington Minicomputer Hardware and System Software Maintenance InnerVu personnel Operational status is defined as the failed part or component has been replaced and the operating system has been successfully booted to the MPE or UNIX prompt (Note each customer location must have onsite and accessible for the InnerVu technician a current working SLT tape) From the MPE or UNIX prompt, the customer's operator/system administrator can then start performing any data restoration, user and/or application procedure(s) InnerVu Corporation's Hardware Support: Delivery Process Flow Objective To document InnerVu's maintenance delivery procedures InnerVu does not use any of HP's proprietary, password protected diagnostic tools InnerVu's primary concern is to quickly determine and replace a faded part and return the system to operational status (as defined above) InnerVu mitigates the potential of a CPU failure by insisting that every system we maintain be connected to a UPS that will allow time for an orderly shutdown by the customer's operator or system administrator In 17 years of providing maintenance InnerVu has had one CPU failure That system was not connected to a UPS In the unlikely event of a CPU or backplane failure (.001% approx failure rate) InnerVu has used a variety of alternatives to return the system to operational status including • Use of the HP exchange program • Use of an InnerVu owned loaner of the same family • Replacement with a product of equal or greater processor power and license levels • Swap the box with a complete system In the unlikely event a contracted CPU or backplane that has been attached to a properly functioning UPS system fads — InnerVu will coordinate the necessary actions from HP Service Level Agreement (The City has not asked for this type of service commitment in this RFP) InnerVu has provided maintenance to the City of Kent for seven years During this time InnerVu has become very familiar with the operating environment and technical strengths and weaknesses of the City of Kent personnel and procedures Even though the City of Kent has not asked for a service level commitment in the RFP, InnerVu is proposing the following commitment With the exception of CPUs and backplanes InnerVu will have the contracted systems and/or related peripherals to operational status within 8 hours after onsite arrival by InnerVu personnel InnerVu agrees that in the event this commitment is not met, InnerVu will issue a credit to the basic Contracted Maintenance Services Charges for that individual part. Operational status is defined as the faded part or component has been replaced and the operating system has been successfully booted to the MPE or UNIX prompt. In 19 City of gent, Washington Minicomputer Hardware and System Software Maintenance (Note each customer location must have onsite and accessible for the InnerVu technician a current working SLT tape) From the MPE or UNIX prompt, the customer's operator/system administrator can then start performing any data restoration, user and/or application procedure(s) The credit will be calculated on a basis of one month credit per incident if the time to repair commitments stated in this paragraph are not met In order for InnerVu to provide this service level agreement it requests the City to agree to the following requirements 1 Two people per location will be authorized to call InnerVu Authorized personnel will call InnerVu's Maintenance hotline number for all service related requests. (See Attachment A) 2 InnerVu will provide maintenance services according to contracted Minimum Support Period alternatives listed in Table A2 InnerVu's standard maintenance charges include labor during coverage hours and spare parts, but does not include supplies or other consumable items Standard maintenance service calls are not limited in number. Replaced parts become the property of InnerVu 3 Maintenance due to the following causes is not eligible for credit under this Service Level Agreement and is subject to additional charges unless otherwise agreed to by InnerVu in writing. The City of Kent or any third parry's negligence, misuse or abuse, including failure to operate the Equipment in accordance with the manufacturer's specifications, movement, transportation, or re-configuration of the Equipment not in accordance with the manufacturer's specification, maintenance or repair of the Equipment by any party other than InnerVu, failure of Equipment including fire, water, failure or fluctuation of electrical power, inadequate cooling, acts of God, acts of vandalism or terrorism and damage ordinarily covered by Insurance 4 Unless agreed in writing, InnerVu shall not assume the Equipment warranty obligations of any manufacturer 5 Unless agreed to in writing, InnerVu shall not provide maintenance or support for operating system or application software, except to provide telephone assistance on the routine use and operation of the Operating System 6 City of Kent will maintain the site for the Equipment in accordance with the manufacturer's then current specifications City of Kent must also provide safe and adequate working conditions for InnerVu's maintenance personnel, including space, heat, light, ventilation, electric current and outlets, and local telephone extensions 7 City of Kent is solely responsible for (i) providing back-up equipment and services upon a failure of the Equipment, (u) safeguarding all programs, data and removable storage media before InnerVu maintenance service begins, and (iii) providing all software support for the maintenance services performed by In4DIJ0. 20 City of Kent, Washington Minicomputer Hardware and System Software Maintenance InnerVu, including reloading programs and data after the completion of InnerVu maintenance services, system recovery, disk initialization, and proper application and recovery routines and procedures City of Kent acknowledges that InnerVu's standard maintenance charges do not include the costs or risks associated with those activities 8 City of Kent is responsible for ensuring that Equipment is in normal operating condition at the beginning of the maintenance period City of Kent agrees to allow InnerVu, at InnerVu's option to conduct an on-site inspection of the Equipment to confirm that it is in normal operating condition and to inventory the configuration and to obtain component serial numbers Any service necessary to return Equipment to normal operating condition is the responsibility of the City of Kent Further, the The City of Kent agrees to have an Uninterruptable Power Supply (UPS) system that will allow the City of Kent's operator or system administrator to perform an orderly shutdown of the Computing Processing Unit (CPU) and related peripherals. 9 City of Kent is responsible for returning to InnerVu within ten (10) days of the end of the Agreement any parts consigned by InnerVu to City of Kent City of Kent shall confirm to InnerVu when requested an inventory of any parts consigned to City of Kent 10.lnnerVu's liability to City of Kent resulting from maintenance service is limited to restoring the Equipment to operational status as described above If unable to restore the Equipment, InnerVu may at its sole option may elect to replace the Equipment InnerVu DISCLAIMS ALL WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTIES ARISING FROM A COURSE OF PERFORMANCE, A COURSE OF DEALING, OR TRADE USUAGE. InnerVu DOES NOT WARRANT THAT THE OPERATION OF THE EQUIPMENT IT MAINTAINS WILL BE UNINTERRUPTED OR ERROR FREE OR THAT InnerVu WILL CORRECT ALL MALFUNCTIONS 11.InnerVu shall not be liable for any expense or damage incurred by the City of Kent, whether internal to City of Kent or paid by City of Kent to any third party, from a failure of the Equipment to function or due to any malfunction of the Equipment upon whatever cause of action any claim is based Recovery for any claim shall not exceed an amount equal to customer's unexpired contract term IN NO EVENT SHALL InnerVu BE LIABLE TO CUSTOMER FOR INCIDENTAL, CONSEQUENTIAL, OR SPECIAL DAMAGES OF ANY KIND OR FOR ANY DAMAGES RESULTING FROM THE PERFORMANACE OF THE EQUIPMENT, A TEMPORARY OR PERMANENT LOSS OF USE OF THE EQUIPMENT, A LOSS OF PROFITS ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT, WHETHER IN AN ACTION OF CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE InAoVh 21 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Equipment Inventory Control InnerVu will provide the inventory control information to the City of Kent The information will include Type, Model, Serial Number, and Location InnerVu's inventory strategy as it applies to this contract is to provide an appropriate stocking level to meet the time to repair commitment A number of variables are used to determine stocking level including equipment age, maintenance history at each customer's location, availability of parts, Mean Time Between Failure as published by the original manufacturer, customer technical expertise and continuity with the actual system to be maintained, distance from InnerVu's location, maintenance history from InnerVu's current 77 customers, technical service bulletin etc, and special needs or request from customers Preventative Maintenance Service (The City has not asked for this type of service commitment in this RFP) InnerVu agrees to provide, at no additional charge, one visit per year to perform proactive services which may include reviewing system logs, proactively replacing parts that may become a problem, reviewing equipment with a focus toward equipment upgrades and providing advice on improving the operating condition of the equipment InnerVu's Preventative Maintenance strategy as it applies to this contract InnerVu believes that a thorough understanding of the communication process is the key to superior maintenance The more contact with the customer the better the maintenance program Whether or not a service call has been placed, InnerVu technicians make phone contact with each maintenance customer quarterly The purpose of the call is to see what if any trends or concerns have arisen since the last onsite visit It also assists the InnerVu technician and customer to prepare for the next preventative maintenance visit or schedule a service call to resolve any issues While InnerVu contractually agrees to one preventative maintenance visit per year — InnerVu has been able to provide most of its maintenance customers two preventative maintenance visits per year Additional Equipment Maintenance Services InnerVu's maintenance programs include a number of options (some at no charge) not offered by the majority of maintenance providers These additional features include • Support of manufacturer and third party components Unlike HP, InnerVu will maintain 3`d party memory and most peripherals • Market knowledge and expertise to source hard to find hardware for products supported beyond their End-of-Support date Inevu 22 City of Rent, Washington Minicomputer Hardware and System Software Maintenance • Optional telephone assistance for HP software related questions Formalized software maintenance is available for an additional fee (See Attachment D for additional details) • InnerVu offers a more complete program called Personalized Professional Services for an additional fee (see Attachment B — Hardware Maintenance, Personalized Professional Services) The Personalized Professional Services Program (PPS) consists of four (4) scheduled visits to a customer's site There are five (5) goals of the PPS program. 1 Ensure continuity of your systems performance through quarterly system reviews 2 Monitor system performance, review trends and offer performance-tuning hints 3 Assist in ongoing training of system operations personnel 4 Review system administration policies and procedures and offer suggestions 5 Create or make suggestions to your daily systems administrator action book. InnerVu will keep a copy of this book so we can proactively call your system administrator and make notes between visits • Relocation services (for additional fee) • Hardware installation service (for additional fee) • Basic 30 day warranty on parts and equipment* • Extended warranty (for additional fee) is available, up to one year* *On products purchased from Computech Parts and Logistics Where are maintenance personnel located Currently all maintenance personnel are housed in InnerVu's Kirkland, WA facility From this location and with current manpower (8 technicians), InnerVu currently provide maintenance service for 77 companies including locations in Walla Walla, Yakima and Northern Idaho Where are spare parts inventory stored: All spare parts are housed in InnerVu's Kirkland, WA facility. A $100,000 renovation was completed in March of 2000 on Kirkland facility to expand the quality assurance, testing and integration areas, as well as shipping, receiving, and inventory space (22,000 square feet) The Kirkland facility currently houses a large HP inventory InnerVu also has maintenance customers where spare parts are stored onsite How does InnerVu acquire the necessary parts: InnerVu leverages the worldwide supply channel built over the past 17 years by its "sister" company Computech With this vast access to parts, InnerVu will be able to extend the life of HP products for a minimum of three years after the HP EOL date The company is currently supporting four (4) customers in the State of Washington (Tally, Sensitech, City of Kent and MR Data) where the HP equipment is five years beyond its EOL support. InnerVu obtains parts from a number of sources including• In Vh 23 City of Rent, Washington Minicomputer Hardware and System Software Maintenance • Hewlett Packard and other manufacturers • Distributors for new (product returns), used and surplus equipment • 900 worldwide broker and remarketers • The Global 3000 corporations for used equipment from our asset recovery program • Leasing Companies. How do services such as equipment testing, repair and refurbishment occur All quality assurance testing, repair and refurbishment occur in the Kirkland facility InnerVu's logistic and QA program include the following (See Attachment E for additional details) • Schedule all freight arrangements • Provide packaging materials • Perform "ship ready" packing to InnerVu (if needed) • Track unit serial numbers throughout the process of receiving, Quality Assurance testing, configuration and re-shipment • Provide reports containing all logistics information for incoming equipment • Inspect all arriving equipment inside and out for physical damage • Initiate freight damage claim process if damage has occurred • Run Power On Self Test (POST) on all related equipment • Perform off-line diagnostic tests on all related equipment to test electronic functionality • Run all systems to verify that they are operational in an "on-line customer " environment • Update equipment to most current revision • Refurbish equipment as needed (configuring, repairing, cleaning, etc) • Manage burdensome details such as license transfers, Return Material Authorizations (RMAs), and resolving vendor dispute • Pre-package all equipment for future shipment What warranty will be provided: InnerVu provides full replacement for all InnerVu provided parts for the life of the contract For InnerVu maintenance customers all parts, onsite service, telephone support, at least one proactive preventative maintenance visit and hotline 7x24x365 service are included in the annual maintenance fee InnerVu will, as part of a service agreement, provide initial response, problem determination and problem resolution for items under contract InnerVu will also make written recommendations and offer training as to how to avoid the same problem If the problem frequently re-occurs and the customer has not followed InnerVu's written recommendations InnerVu at its sole option may charge a Time and Material fee (Current Time and Material Rate is $150 per hour with a 2-hour minimum) Configuration Changes InnerVu's process to ensure accurate equipment inventory for its maintenance customers starts with the Orientation Letter sent to every maintenance customer (See 24 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment A) The Orientation Letter shows a listing of the equipment and associated serial numbers As InnerVu technicians change or replace a part a notation is made on the service work order This entry triggers an update to the customer record at InnerVu and a new inventory listing is generated for the customer An updated version is then sent to the customer Invoices are adjusted in two ways — monthly and quarterly The service work order, mentioned above, is the vehicle used to note the change and trigger any needed invoice adjustments For maintenance customers that pay monthly, invoices will be adjusted on the month after parts were added to or deleted from maintenance coverage The change in the invoice will be based on the Contracted Maintenance Service Charges for that piece of equipment 18 ) Describe your services to support system software patches and upgrades InnerVu has been providing software maintenance support for the City of Kent's HP 3000 model 958 for nearly three years InnerVu welcomes this opportunity to expand our coverage to include the City's HP 3000 model 969 and HP 9000 model K570 InnerVu will continue to handle all software related calls via its Maintenance Call Process (see Attachment A) and provides the software maintenance service described in Attachment D InnerVu has addressed MPE/hx and HP-UX 11 0 system software patches and upgrades separately below MPE/ix— InnerVu is currently providing maintenance for the HP software associated with the HP 3000 model 958 The City selected InnerVu since HP has dropped support for version 5 5 and 6 0 of MPE Since the City does not intent to upgrade either machine (958 or 969) from MPE/ix version 5 5, there is no reason to acquire HP's baseline or telephone assistance service Since the City has valid licenses for MPE/ix on both machines, the City is entitled to download patches or fixes from the HP ftp site InnerVu will expand its telephone and onsite software maintenance to include the HP 3000 969 software InnerVu will assist the City to perform a full system backup that can be used to "reload or reboot" MPE/ix if necessary The City must have a current working SLT tape onsite and accessible for the InnerVu technician(s) HP-UX — The City has two options with HP-UX In each option InnerVu will provide the telephone and onsite assistance 1 If the City does not intend to upgrade from HP-UX 11 0 to a new version of HP- UX on its current K570 server, then there is no reason for the City to purchase HP baseline maintenance for HP-UX This will save the City $1,740 Given the age of the K570, InnerVu does not recommend upgrading this system beyond HP-UX 11 0 In the future if the City acquires an application that requires a more current version than 11 0, InnerVu strongly recommends the City also acquire more current hardware The more current hardware will come with a two user HP-UX license saving the City the time and expense to upgrade an operating 25 City of Kent, Washington Minicomputer Hardware and System Software Maintenance system Since the City has a valid license for HP-UX 11 0, to operate on its K570 system the City is entitled to download patches or fixes from the HP ftp site 2 If the City believes it will require a version of HP-UX beyond 11 0 within the next six (6) months and is willing to make the necessary hardware and software upgrades to the K570 systems then it should spend the $1,740 for HP baseline support InnerVu does not recommend this option InnerVu will handles all the calls via its Maintenance Call Process (see Attachment A) and provide the software maintenance service described in Attachment D 26 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Vendor Cost Proposal Please provide annual costs per machine on the options outlined in Table A2 Costs proposed for year 1 are valid for a period of 120 days * Table A2 Vendor Cost Proposal Minicomputer Minimum Support Year 1 Year 2 Year 3 Period HP 3000/958 8 OOam — 9 OOpm 4 See Attachment H See Attachment H See Attachment H hour Charge for support The T&M charge outside The T&M charge The T&M charge outside coverage of M-F 8-9 is$225/hr outside of M-F 8-9 is outside of M-F 8-9 period hours with a 2-hour minimum $225/hr with a 2-hour is$225/hr with a 2- plus parts minimum plus parts hour minimum plus arts HP 3000/969- 8 OOam — 9 OOpm 4 See Attachment H See Attachment H See Attachment H 200 hour 24/7 4 hour See Attachment H See Attachment H See Attachment H Charge for support The T&M charge outside The T&M charge The T&M charge outside coverage of M-F 8-9 is$225/hr outside of M-F 8-9 is outside of M-F 8-9 period hours with a 2-hour minimum $225/hr with a 2-hour is$225/hr with a 2- plus parts minimum plus parts hour minimum plus arts HP9000 K570 8 OOam — 9 OOpm 4 See Attachment H See Attachment H See Attachment H hour Charge for support The T&M charge outside The T&M charge The T&M charge outside coverage of M-F 8-9 is$225/hr outside of M-F 8-9 is outside of M-F 8-9 period hours with a 2-hour minimum $225/hr with a 2-hour is$225/hr with a 2- plus parts minimum plus parts hour minimum plus arts Cost proposal shall be valid for a period of 120 days The City's intent is to "lock in" rates for first year coverage In the table A3 below, please respond to additional questions about Vendor costs and coverage periods * See Attachment H for detailed pricing In h 27 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Please provide the following information related to coverage period and cost structure Table A3 Vendor Coverage Periods and Future Costs Question Response 1 The City is requesting maintenance coverage periods as follows See response to question 17 and Attachment B • 800am — 900pm 4hour • 24/7 —4 hour Please describe any other coverage periods that are offered for HP3000 / See response to question 17 and HP9000 support Attachment B 2 If the City has HP-3000 equipment Yes InnerVu will offer a Time and Material that is not covered by a support (T&M) Option The City will pay an hourly agreement, does your company rate for service plus any parts used. provide support at an hourly rate? The T&M charge M-F 8-5 is $150/hr with a 2-hour minimum plus parts If so, please provide hourly rate The T&M charge outside of M-F 8-5 is $225/hr with a 2-hour minimum plus parts 3 A key City goal is to predict future Given the long standing relationship costs for multi-year agreements between InnerVu and the City of Kent Please describe the method used to determine year 2 and year 3 costs InnerVu will agree to keep fee increases as small as possible InnerVu uses the following rate increase calculation with the State of Washington's Center for Information Services InnerVu will offer the same option to the City of Kent See the formula listed below The following example illustrates the computation for determining percent change CPI for current period 1360 Less CPI for previous period 1299 Equals index point change 6 1 Divided by previous period CPI 1299 Equals 0 047 Result multiplied by 100 0 047 x 100 Equals percent change 4 7 inl*Uk 28 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Customer References - (MUST SUBMIT AT LEAST 3 REFERENCES) Reference #1: Organization State of Washington Department of Agriculture Contact Name Rex Richardson Contact Title Director of Information Services Address 1111 Washington St Olympia, WA Telephone (360) 902-2002 Fax Reference #2: Organization Island County Contact Name Diana Vaughn Contact Title System Manager Address 1 N E 71h Coupevdle, WA Telephone (360) 679-7405 Fax Reference #3: Organization City of Kent Contact Name Bob Olson Contact Title IT Manager Address 240 4th Avenue So Kent, WA 98032-5895 Telephone (253) 859-3324 Fax (253) 856-4700 29 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Other InnerVu Maintenance Customers are listed below Please contact Frank Zaccan, President/CEO if the City of Kent would like additional details. • Avtech Corporation • Children's Hospital • Computer Financial Service • Crane-Eldec • Crane-Interpoint • GMA Research • Chelan County PUD • IMS Recovery Services • M-R Data • Nordstrom Direct • Olympic College • Pierce College • Daniel Smith • IBEW Credit Union • Mutual Materials • Shoshone County • Washington Athletic Club • Yakima Herald • Pierce County • Raleigh America • Alaska Distributors • Expeditors International • Tally • Pacific Market Research • Center for Information Services (CIS) Inew, 30 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Subcontractor Identification Please provide the following information for each subcontractor included in this proposal Organization Organization Contact Contact Title Address Telephone Fax Email Please provide a description of Subcontractor's duties while performing work for the City InnerVu is not planning to use any subcontractors for this contract Since the creation of InnerVu, we have made the investments needed to strengthen our maintenance infrastructure These investments allow InnerVu to provide onsite and telephone hardware and software maintenance in the Puget Sound with InnerVu employees Using internal employees keeps the technical and customer knowledge within InnerVu Our ratio of technicians to customers is 9 6 to 1 (8 technicians to 77 customers) For most maintenance providers this ratio is closer to 30 to 1 It is our understanding that HP ratio is greater than 25 to 1 The benefit to our customers is a higher level of service for the lowest possible cost. (See InnerVu's pricing in Attachment H) l 31 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Equal Employment Opportunity Declaration The City is committed to conform to Federal and State laws regarding equal opportunity As such all contractors, subcontractors and suppliers who perform work for the City shall comply with the regulations of the City's equal employment opportunity policies The following questions specifically identify the requirements the City deems necessary for any contractor, subcontractor or supplier to adhere to An affirmative response is required on all of the following questions The questions are as follows I have read the attached administrative policy number 1.2. 1 InnerVu Corporation does not and will not discriminate in employment on the basis of sex, race, color, national origin, age, or the presence of any sensory, mental, or physical disability 2 InnerVu Corporation provides a written statement to all new employees and subcontractors indicating commitment as an equal opportunity employer 3 InnerVu Corporation actively considers hiring and promotion of women and minorities 4 The requirements outlined in this adherence statement shall be complied with prior to the execution of any contract between InnerVu Corporation and the City By signing below, InnerVu Corporation agrees to fulfill the five requirements referenced above Signed 5 GLiL,-J= Date Title RfesadenUGE9 Cf--o InAaw 32 City of Kent, Washington Minicomputer Hardware and System Software Maintenance CITY OF KENT ADMINISTRATIVE POLICY NUMBER: 1.2 EFFECTIVE DATE: January 1, 1998 SUBJECT: MINORITY AND WOMEN SUPERSEDES: April 1, 1996 CONTRACTORS APPROVED BY: Jim White, Mayor POLICY: Equal employment opportunity requirements for the City of Kent will conform to federal and state laws. All contractors, subcontractors, and suppliers of the City must guarantee equal employment opportunity within their organization and, if holding contracts with the City amounting to S10,000, or more within any given year, must take the following affirmative steps 1. Provide a written statement to all new employees and subcontractors indicating commitment as an equal opportunity employer. 2. Actively consider for promotion and advancement available minorities and women. Any contractor, subcontractor, consultant or supplier who willfully disregards the City's nondiscrimination and equal opportunity requirements shall be considered in breach of contract and subject to suspension or termination for all or part of the contract. Contract Compliance Officers will be appointed by the Directors of Planning, Parks, and Public Works Departments to assume the following duties for their respective departments. 1 Ensuring that contractors, subcontractors, consultants, and suppliers subject to these regulations are familiar with the regulations and the City's equal employment opportunity policy. 2. Monitoring to assure adherence to federal, state, and local laws,policies, and guidelines. 33 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment A - Maintenance Call Process • The 800-882-0394 number will ring at the call center on a 7x24 basis • If the pre-recorded message picks up the customer will hear • "Thank you for call Computech and InnerVu's maintenance hot line All of our representatives are currently helping other customers Your call is important to us, so please stay on the line and your call will be answered in the order received" • When the call center personnel answers the picks up the call he/she will say • "Thank you for calling Computech and InnerVu's Maintenance Hotline Are you a current maintenance customer?" If "No": Direct customer to the Computech number, 425-820-6500 x1001 If "Yes" The call center representative will record the following • the time of the call • caller's name • company name • phone number • Assign and give to the caller a call tracking number based on the date and call number of the day. For example, the first call of the day on 7/30/01 would be 073001-01 The second call that day would be 073001-02 and so on Immediately page the InnerVu duty technician • If no return call to the call center within 15 minutes, page the first backup. • If no return call within with 15 minutes, page the second backup • If no response within 15 minutes, page Dan Miller — National Support Manager • If no response within 15 minutes, call Frank Zaccan - President. • Duty technician will call the center and receive the customer's information and tracking number III VA. 34 City of Kent, Washington Minicomputer Hardware and System Software Maintenance • Duty technician will then immediately call the customer to ascertain the nature of and start working the problem First return call to the customer is averaging 28 minutes • Escalation is left up to the judgement of the duty technician who will have the phone and pager numbers of the entire InnerVu staff as well as the HP response center 35 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Customer Satisfaction Survey - Service Delivery Overall level of satisfaction: 1 What was your overall level of satisfaction with this call for service ❑ Excellent ❑ Very Good ❑ Neutral ❑ Dissatisfied ❑ Strongly Dissatisfied 2 1 would continue to use/renew the maintenance service ❑ Strongly Agree ❑ Agree ❑ Neutral ❑ Disagree ❑ Strongly Disagree 3 1 would recommend this maintenance service ❑ Strongly Agree ❑ Agree ❑ Neutral ❑ Disagree ❑ Strongly Disagree Degree of Importance Performance (1 =unimportant (1 =does not occur 5=very important) 5= always occurs) Call Center 1 Call answered promptly 1 2 3 4 5 1 2 3 4 5 2 Employee was courteous 1 2 3 4 5 1 2 3 4 5 Service Call Back 1 Returned call promptly 1 2 3 4 5 1 2 3 4 5 2 Was Knowledgeable 1 2 3 4 5 1 2 3 4 5 3 Understood my need 1 2 3 4 5 1 2 3 4 5 Service at Customer Facility 1 On time 1 2 3 4 5 1 2 3 4 5 2 Started to work promptly 1 2 3 4 5 1 2 3 4 5 3 Knowledgeable 1 2 3 4 5 1 2 3 4 5 4 Explained solution 1 2 3 4 5 1 2 3 4 5 5 Had correct repair parts 1 2 3 4 5 1 2 3 4 5 6 Courteous 1 2 3 4 5 1 2 3 4 5 7 Professional appearance 1 2 3 4 5 1 2 3 4 5 8 Problem resolved in timely manner 1 2 3 4 5 1 2 3 4 5 Name Phone number (optional) (optional) 36 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Orientation Letter New InnerVu maintenance customers receive this orientation letter �OMPUTECM Maintenance Hotline Number• 800-882-0394 The Maintenance Hotline call process When you call the 24-hour,toll-free Maintenance Hotline number,you will speak with Quick one of our system operators Every effort Is made to limit or eliminate hold time To Information speed your service request,the operator will record such key information as • Time of the call says mnaheer. Name of the caller It conetlns Information you will • Name of organization need when requesting Hotl/ne . Telephone number a.rvlc. Maintenance Hotline Number The operator will provide you with a tracking number and direct you to hang up to 800-882-0394 await the call from the InnerVu duty technician The operator will Immediately contact the technician,who will call you back within 45 Client minutes to start the process of addressing your need,per your contract terms Covered Equipment List Your service contract start date is Your service level is Notes 37 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment B — Hardware Maintenance • Designed and implemented a series of customized, onsite hardware maintenance programs • 24x7 — four-hour onsite response, 24 hours per day, 7 days per week, including holidays • 24x7 - two-hour onsite response, 24 hours per day, 7 days per week, including holidays • 8x5 —four-hour onsite response, Monday through Friday, 8 00 am to 5 00 pm local time, excluding holidays • 8x9 - four-hour onsite response, Monday through Friday, 8 00 am to 9 00 pm local time, excluding holidays • Next Business Day (NBD) — next working day onsite service after the call is received, Monday through Fridays, 8 00 am to 5 00 pm local time, excluding holidays • Depot repair of damaged units • "Hot swap" component replacement option • Next day replacement parts for self maintenance customer • Onsite (customer site) storage of spare parts option Additional Features InnerVu provides features beyond those offered by most hardware manufacturers Some of these features include • Support of manufacturer and third party components Unlike HP, InnerVu will maintain 3rtl party memory and most peripherals • Provide maintenance for HP end-of-life (EOL) products In four cases InnerVu is maintaining a system five years beyond its EOL date • Market knowledge and expertise to source hard to find hardware for EOL products • Basic 30 day warranty on parts and equipment* • Extended warranty is available, up to one year* • At least one onsite visits per year to perform proactive services that include 1 Review error logs —and proactively replace parts that may become a problem 2 Review current equipment— propose replacing problem parts with newer equipment 3 Review maintenance call records and offer"tips" and advice *On products purchased from Computech 38 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Hardware Infrastructure Since the creation of InnerVu, we strengthened our maintenance infrastructure to provide onsite and telephone hardware and software maintenance on a regional basis The current infrastructure includes • Call tracking software • A Contract Manager position has been established to oversee the contractual and administrative functions of the program • Professional call center service with a dedicated 800 number and live operators is under contract This service answers every maintenance call, records pertinent information and follow a four-level dispatch process (based on 15 minute increments) to ensure every call receives a quick response The initial return calls by an InnerVu technician, not an administrator or dispatcher, are averaging 28 minutes • A $100,000 renovation was completed in March of 2000 on the Kirkland facility to expand the quality assurance, testing and integration areas, as well as shipping, receiving, and inventory space (22,000 square feet) Additional Maintenance Programs Maintenance Service Elements InnerVu Corporation provides national direct maintenance and emergency repair for HP, SUN and IBM equipment, with a selection of on-site hardware and software services, parts programs and customized professional services All plans include a staffed, 24x7x365 Help Desk Hotline On-Site Hardware &Software Services This direct, on-site maintenance service is available in for both hardware and software Response levels range from two hours (24x7) basis to next day response Self Maintenance This program enables technically "confident" companies to combine any or all of the Parts Programs with real-time "walk through" phone assistance by InnerVu engineers This eliminates the time and cost of on-site repairs and works best with Personalized Professional Service Parts Program Our flexible Parts Program enables clients to fine tune a response to their specific needs through a selection of four plans Next Day Parts, On-Site Spares, Hot Spares, and Depot Repair Personalized Professional Services (PPS) PPS is a three-level maintenance enhancement service which compliments a client's existing maintenance program PPS provides proactive maintenance built upon an extensive, initial on-site system evaluation, followed by regularly scheduled quarterly system reviews 39 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment C - Bios of Account Support Personnel Frank Zaccari. President & CEO Frank Zaccan currently serves as President and CEO of Computech and InnerVu Frank brings a 23-year track record of providing immediate and sustainable results His specialty is identifying and implementing new revenue streams for companies looking to "turn around" and/or overcome static revenue and profit scenarios Prior to joining Computech, Frank served as Vice President of PDC Solutions, a reseller of storage management hardware and software He designed and implemented a professional service organization to realize multiple sources of revenue and maximize operating gross margins Prior to PDC Solutions, Frank served as Vice President of Sales and Marketing for Pacific Access, a Sun VAR He re-organized the business and sales model, created a professional services division and turned a multi-million dollar annual loss into $1M in net profit within 18 months Prior to Pacific Access, he created the first sales organization and tripled sales and profits at BASIS, Inc within three years He assisted in positioning BASIS to be acquired He created the first sales division office focused exclusively on state and local government and served as a product manager at the Columbia, South Carolina manufacturing facility for NCR/AT&T Frank gained experience in establishing international distributors during his time as Director of Sales and Marketing with Century Analysis (a manufacturer of transaction processing and connectivity software) Mr Zaccan is a graduate of California State University at Sacramento with a BS in Finance He also completed the Management Development for Entrepreneurs program at the UCLA Anderson Graduate School of Business in 1997 Ernie Grillo — Technical Services and Logistics Manager Ernie Grillo brings 21 years of HP experience Ernie celebrated his tenth anniversary with Computech in August 2002 He is a HP Technician integrating both HP hardware and software systems to customer specifications He also provides both pre and post-sales customer support and monitors Computech/InnerVu technical support line Ernie was employed with Hewlett-Packard for 10 years in the Bellevue Sales office He served in the inventory control, hardware and software contracts, and information technology departments Paul Allen, Field Support Manager Paul Allen brings 30 years of HP experience and serves as InnerVu's Field Support Manager Paul has been with Computech Systems since 1988 and is currently serving as the Field Support Manager for InnerVu Corporation He has been involved with the support of field HP service operations since 1977 Paul was recently appointed a Charter Board Member of the MPE Certification Program The board oversees, training and testing for MPE professionals Paul started work at Hewlett Packard in 1975 performing in-house maintenance for the entire Santa Clara division In 1977, he transferred to the Bellevue office as a customer engineer (CE) and five years later he was promoted to CE District Manager As a CE, Paul has maintained all platforms of MPE and all series of computer systems starting with the HP3000 Series I, and was voted Employee of the Year by the sales and engineering staff As a District Manager, he developed and maintained a high level of Customer Satisfaction through out the Northwest area and the state of Alaska Paul was involved in the initial relationship between the Washington Community College Computing Consortium (WCCCC) and Hewlett Packard attending meetings and workshops to develop a working relationship and the support logistics Since joining Computech, Paul has been involved in the installation/de-installation and repair of MPE and Unix installations throughout the United States He has installed disk drives and memory, sold by Computech, as either an add-on or upgrade to many of the Community and40 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Technical Colleges He recently performed a disaster recovery for Cardinal Distributing in Ontario, CA when one of their warehouses in Phoenix, AZ burned to the ground Paul was also the technical coordinator for the Weyerhaeuser data center relocation He is managing the service delivery to 41 customers supporting hardware and software on both the Unix and MPE platforms Paul is a certified HP Customer Engineer, a certified HP Systems Administrator and has a certificate in Oracle Database Management Steve Lennon — Field Engineer Steve brings over 5 years HP hardware experience, 5 years UNIX and 1 year MPE As part of the internal IT team, Steve recently performed a major upgrade to Computech and InnerVu's internal network This included upgrading all of the servers to Windows 2000, deploying new desktops with Windows XP and upgrading the network to 100BaseT switched Steve has a strong background in large enterprise environments working with Storage Area Networks (SAN) and Network Attached Storage (NAS) from companies including Ventas, ADIC, HP and IBM Prior to InnerVu, Steve worked on a contract basis for a number of companies in the Seattle and Los Angeles areas including The Fred Hutchinson Cancer Research Center, Coldwell Banker, Trammell Crow Residential and AAA California Previous to that Steve served as a Network Systems Engineer for Children's Hospital in Seattle There he was responsible for over 100 servers, 3000 users and 2,500 desktop machines in a mix of Windows NT, Windows 2000, Linux, UNIX and Solana Zach Ahrens — Field Engineer - Zach brings 10 years of technical support experience to InnerVu He is CompTIA A+ and Net+ certified, has 10 years of UNIX experience and has worked intensely with MPE for the past year Before joining InnerVu Zach was an on-site contract trainer for Knowledge Alliance in Bellevue He traveled around the Puget Sound teaching day-long and evening classes for hardware, software and network certifications Before that Zach spent 4 years working with K-12 education putting laptop computers in schools and supporting them He started at Peninsula School District helping to support approximately 1000 teachers and 10,000 students using mobile laptop labs and new Internet accessible networks (with cables run by parent volunteers) He also designed and implemented the tech support department at Forest Ridge School in Bellevue There he supported middle and high school students and teachers, designed a repair tracking system, taught a high school database design class, a middle school Flash animation class, and "out-of- the-box" student laptop initiation sessions Dan Miller, National Support Manager — Dan served as President of Open Systems Management (OSM), a reseller of systems management solutions including Hewlett Packard HP- OpenView,Computer Associates CA-Unicenter, IBM SystemView, Tivoli TME10 Prior to Open Systems Management Dan had over 15 years experience with the HP 3000 series He worked for 7 years as Operations Manager at Western Data Corporation, a leading consulting firm with stronrq ties to the HP community Prior to Western Data, Dan worked for 3 years as the 1", 2ntl,and 3 shift operator at Generra Sportswear He also worked on a contract basis for a number of local customers including McCaw Communications, Weyerhaeuser, Federal Home Loan Bank Larry Numata -Chief Financial Officer&Contract Administrator Larry Numata currently serves as CFO, Corporate Secretary and Contract Manager for Computech Systems and InnerVu Corporation He will serve as Contract Administrator for this contract 41 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Prior to joining Computech, Larry was Regional Controller for Trammell Crow Company, a leading commercial real estate company He was responsible for reporting on a client portfolio that generated $80M in annual revenues, as well as all internal reporting and forecasting Larry was the Controller at U S WEST Paging, a company with $60M in revenue and $100M in assets He was instrumental in development of a budgeting and forecasting tool, and the assimilation of a $20M acquisition Prior to U S WEST Paging, Larry was the Director of General Accounting for Horizon Air, a publicly traded regional airline that was subsequently acquired by Alaska Airlines Before joining Horizon Air, Larry was the Assistant Controller at Thousand Trails, a publicly traded membership camping organization He was responsible for financial accounting, audits and SEC reporting 42 City of Rent, Washington Minicomputer Hardware and System Software Maintenance Attachment D — Software Maintenance Prouram InnerVu can also provide telephone support for HP software The customer receives Base Line software maintenance from HP This gives the customer the right to software releases, patches and updates InnerVu handles all the calls The InnerVu software maintenance infrastructure includes • Telephone Assistance. The customer may request assistance in software problem solving via telephone on a 24 hour, seven day basis Return calls are averaging 28 minutes • Remote Dial-in Support. With customer authorization, remote diagnostic procedures may be implemented to solve problems in a timely fashion • Software Update Installation Assistance. Assistance in performing software update installations will be performed at the customer's convenience on a 24 hour, seven-day basis, provided that the customer has received the update media directly from Hewlett-Packard under a current or past Software Materials Subscription agreement • Monthly Capacity Management Reports. On a monthly basis, the date to be arranged by mutual consent, the system will be accessed via dial-up modems to retrieve capacity, reliability and security data that is collected on an on-going basis 43 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment E — Parts and Logistical Services Part of the $100,000 budding remodeling project completed in March 2000, included the expansion of the very successful InnerVu 4-A Technical Service Program The four "As" represent Advanced Automated Asset Audit The 4-A program gives InnerVu the ability to accommodate large and complex orders (25 + systems for the same customer) and/or multiple individual orders We average over 150 outgoing and 100 incoming orders per month With our recent remodel, we are positioned to triple this service InnerVu offers both a base and expanded 4-A program The 4-A base program: 1 Coordinate all shipping and packaging logistics- ■ schedule all freight arrangements ■ provide packaging materials ■ perform "ship ready" packing to InnerVu (if needed) ■ track unit serial numbers throughout the process of receiving, Quahty Assurance testing, configuration and re-shipment 2 Provide reports containing all logistics information for incoming equipment. 3 Inspect all arriving equipment inside and out for physical damage 4 Initiate freight damage claim process if damage has occurred 5 Run Power on Self Test (POST) on all related equipment 6 Perform off-line diagnostic tests on all related equipment to test electronic functionality 7 Run all systems to verify that they are operational in an "on-line customer " environment 8 Update equipment to most current revision 9 Refurbish equipment as needed (configuring, repairing, cleaning, etc) 10 Manage burdensome details such as license transfers, Return Material Authorizations (RMAs), and resolving vendor dispute 11 Pre-package all equipment for future shipment. 44 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment F - Customer Testimonials Testimonial letters are included from • Children's Hospital Foundation, Seattle, WA • Crane Eldec Corporation, Lynnwood, WA • Harvard Pilgrim Health Care, Quincy, MA • IBM — Prime contractor for the Weyerhaeuser data center relocation, Seattle/Tacoma, WA • Shoreline Community College, Lynnwood, WA • WestJet, Calgary, Alberta • RainMaker Software, Richardson, TX 45 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment G — Environmental Specifications Operating Temperature 5 deg C to 40 deg C (41 deg F to 104 deg F) Non-operating Temperature -40 deg C to 65 deg C(40 Deg F to 165 deg F) (without internal DDS-format drive) -40 deg C to 45 deg C (40 deg F to 113 deg F) (with intemalDDS-format drive-tape media limit) Maximum Rate of Temperature Change 20 deg C (36 deg F)/hour (without tape media) 10 deg C (18 deg F)/hour(with tape media) High Speed Fan (Activated) 30 deg C to 38 deg C(86 deg F to 100 4 deg F) Overtemp Warning 40 deg C to 48 deg C(104 deg F to 118 4 deg F) Overtemp Hardware Shutdown Overtemp Warning+2 deg C (-3 deg F) Operating Humidity 20%to 80% RH max wet bulb=26 deg C non-condensing Non-operating Humidity 5%to 80%RH non-condensing less than 30% RH/hr rate of change Operating Altitude 0 to 3048 meters(10,000 ft) Non-operating Altitude 0 to 4573 2 meters(15,000 ft) Heat Dissipation Standard chassis(max Load) 1,300BTU/hr Heat Dissipation Expanded chassis(max Load) 2,600 BTU/hr Operating Vibration (random) 0 0001 g2/Hz, 5 to 350 Hz -6dB/Octave, 350-500 Hz 0 0005 g2/Hz 500 Hz (-0 21 G..) Non-operating (sine) 0 5g (peak), 5 to 500 Hz Shock(non-operating) Edge drop from 2 51n Above floor Sound Power -5 8 Bels(A weighted)@<37 deg C (Standard Chassis) -6 2 Bels(A weighted)@<37 deg C (Expanded Chassis) Injew 46 City of Kent, Washington Minicomputer Hardware and System Software Maintenance Attachment H — Detailed Pricina InnerVu has provided two sets of detailed pricing The first is the price if the City requires Errors and Omissions insurance (InnerVu has proposed what it believes is a more appropriate insurance language in Appendix B the Contract Section of this response) Note this price is higher as InnerVu must incur a cost that may not be necessary Should the City eliminate the Errors and Omission Clause, InnerVu will reduce the cost to the City by the amount of the Errors and Omissions insurance premium Based on the seven-year relationship with the City and the opportunity to provide hardware and software maintenance on two additional systems, InnerVu has priced its response as aggressively as possible The proposed pricing is based on the City contracting the three systems with InnerVu Currently the City pays InnerVu $31,000 annually for hardware and software maintenance on just one system (the HP 3000 model 958) If the City selects the most expensive proposed option it will receive hardware and software maintenance on two additional systems from InnerVu, a trusted partner, for an additional $10,180. Rate Increases: InnerVu has not increased it prices to the City over our seven- year relationship InnerVu will make every effort to continue this trend However in the unlikely event a price increase is necessary, the increase will be limited to the CPI index (see formula on page 28) Under no circumstance will an annual price increase in year two or three exceed 3% In ,k 47 City of Kent, Washington Minicomputer Hardware and System Software Maintenance City of Kent Minicomputer Hardware and System Software Maintenance Pricing K 570 8x9 Hardware QV Unit Price Extended Mombly Annual A3641A K570 Server w/256MB HD ECC memory 1 $300 00 $300 00 256MB for K-Class 4 $0 00 $0 00 K-Class 18GB FWD SCSI-2 Disk 4 $34 00 $136 00 CD-ROM Drive 1 $0 00 $0 00 A3542A 1213b DDS-3 DAT Tape Drive 1 $42 50 $42 50 A28696A 20MB FWD SCSI Interface 1 $0 00 $0 00 10 Base-T LAN Adapter 1 $0 00 $0 00 HP-PB 16 Channel RS-232 Modem Conn Max 1 $0 00 $0 00 FWD SCSI-2 Controller 2 $0 00 $0 00 9 1GB LP disk upgrade 8 $20 00 $160 00 HSC I OOB-T Single port lan 2 $0 00 $638 50 $7,662.00 K570 8x9 Software H2083A Phone inAss't 1 $17325 $17325 $2,079.00 Errors and Ommissions Insurance $1,474.00 Total Annual Cost,K570 8x9 $11,215.00 Future years with CPI-based once increase not to exceed 3%annually Year 2 $11,55145 Year 3 $11,897 99 969-200 8x9 Hardware Qty Unit Price Extended Monthly Annual A3212A BP3000 Series 969-200 1 $412 00 $412 00 Kittyflawk Processor 2 $0 00 $0 00 16 Meter Cabinet 1 $0 00 $0 00 128MB Memory 2 $0 00 $0 00 4GB FWD SCSI-2 Disk Drives(Seagate) 4 $17 00 $68 00 4 3GB SCSI-2 Disk Drives 2 $17 00 $34 00 Disk Rack Enclosure 1 $0 00 $0 00 A3542A 12GB DDS-3 DAT Tape Drive 1 $42 50 $42 50 $556 50 $6,678.00 969-200 8x9 Software Phone in MPEhX Fundamental OS 1 $256 50 $256 50 Phone in 64 User License 1 $26 25 $26 25 Phone in IMAGE/SQL 1 $0 00 $0 00 Phone in Dv AGE/SQL 64 user 1 $96 75 $96 75 Phone in HP BasicLme for HP3000 computers 1 $0 00 $0 00 Phone in FIP Phone-in 1 $0 00 $0 00 Phone in NS3000/iX Network Services License 1 $13 50 $13 50 Phone in TurboStore/iX 1 $0 00 $0 00 $393 00 $4,716.00 Errors and Ommissions Insurance $1,722.00 Total Annual Cost%9-200(80) $13,116.00 Future vears with CPI-based once increase not to exceed 3%annually Year 2 $13,509.48 Year 3 $13,914.76 Injew. 48 City of Kent, Washington Minicomputer Hardware and System Software Maintenance 969-200 24x7 Hardware Qty Unit Price Extended Monthly Annual A3212A HP3000 Series 969-200 1 $473 80 $473 80 KittyHawk Processor 2 $0 00 $0 00 16 Meter Cabinet 1 $0 00 $0 00 128NM Memory 2 $0 00 $0 00 4G13 FWD SCSI-2 Disk Drives(Seagate) 4 $19 55 $78 20 4 3GB SCSI-2 Disk Drives 2 $19 55 $39 10 Disk Rack Enclosure 1 $0 00 $0 00 A3542A 12GB DDS-3 DAT Tape Drive 1 $48 88 $48 88 $639 98 $7,679 70 969-200 24x7 Software Phone in MPE/tX Fundamental OS 1 $256 50 $256 50 Phone in 64 User License 1 $26 25 $26 25 Phone in IMAGE/SQL 1 $0 00 $0 00 Phone in IMAGE/SQL 64 user 1 $96 75 $96 75 Phone in HP BasicLme for HP3000 computers 1 $0 00 $0 00 Phone in HP Phone-in 1 $0 00 $0 OO Phone in NS3000hX Network Services License 1 $13 50 $13 50 Phone in TurboStore/hX 1 $0 00 $0 OO $393 00 $4,716.00 Errors and Onunusions Insurance $1,722.30 Total Annual Cost 969-200(24x7) $14,118.00 Future years with CPI-based price increase not to exceed 3%annually Year 2 514,541.54 Year 3 $14,977.79 958 8X9 Hardware Cry Unit Price Extended Monthly Annual A1701A HP3000 Series 958 1 $455 00 $455 00 C2474S 1 3GB SCSI Disk Internal 2 $8 00 $16 00 A3304A 2GB SE SCSI Disk 6 $8 50 $51 00 4GB SE SCSI Disk ST34371N 2 $17 00 $34 00 4GB SE SCSI Disk ST32550N 2 $17 00 $34 00 A3542A 12GB DDS-3 DAT Tape Drive 1 $42 50 $42 50 2345A DTC48 2 $30 00 $60 00 SCSI Storage Tower 2 $0 00 $0 00 2564B HP 600LPM Line Printer 1 $60 00 $60 00 HP LaserJet 5Si 2 $35 00 $70 00 $822 50 $9,870.00 958 8X9 Software phone in MPE/iX Fundamental OS 1 $205 20 $205 20 phone in Unlimited User License 1 $21 00 $21 00 phone in HP GlancePlus 1 $0 00 $0 00 phone in BSC-RJEhX right-to-use License 1 $0 00 $0 00 phone in ALLBASE/SQL 1 $25 80 $25 80 phone in IMAGE/SQL 1 $25 80 $25 80 phone in TurboStore/iX 1 $0 00 $0 00 phone in Cobol IIhX compiler 1 $25 80 $25 80 phone in BSC LmkhX 1 $0 00 $0 00 phone in Dictonary/V 1 $0 00 $0 00 phone in NS3000hX Network Services License 1 $10 80 $10 80 $314 40 $3,772.80 Errors and Ommissions Insurance $2,204.00 49 City of Kent, Washington Minicomputer Hardware and System Software Maintenance 958 8x9 Future years with CPI-based price increase not to exceed 3%annually Year 2 $16,322.20 Year 3 $16,811.87 Option 1-WIth E&O Insurance Annual K570(8-9) $11,215 00 969-200(8-9) $13,116 00 958(8-9) $15,846 80 Total Option 1 $40,177.80 Option 2-Without E&O Insurance Annual K570(8-9) $11,215 00 969-200(8-9) $13,116 00 958(8-9) $15,846 80 Reduction for waiver of E&O Insurance ($5,400.00) Total Option 2 $34,777.80 Option 3-With E&O Insurance Annual K570(8-9) $11,215 00 969-200(24x7) $14,118 00 958(8-9) $15,846.80 Total Option 3 $41,179.80 Option 4-Without E&O Insurance Annual K570(8-9) $11,215 00 969-200(24x7) $14,118 00 958(8-9) $15,846 80 Reduction for waiver of E&O Insurance ($5,400.00) Total Option 4 $35,779.80 Ineukso City of Kent Washington MmicomputerHardware and System SoftwareMamtenance Appendix B — Terms and Conditions 1.0 Terms and Conditions In addition to all statements made in the RFP related to the procurement process, the following terms and conditions will be applied to any contract entered into with the City 2.0 Definitions Request for Proposal or RFP Request for Proposal or RFP means the City's published document seeking proposals for IIP3000 and HP9000 Hardware and System Software Maintenance Support issued on August 28,2002 - Response to RFP Response to RFP means vendor's response to City's RFP, dated September 11, 2002. 2.1. Payment Method All payments shall be made in U S Dollars within forty-five(45)days of invoice, so long as City has accepted and approved the products and services listed on the invoice 3.0 Termination Either party may terminate this Agreement,with or without cause, upon providing the other party thirty (30) days written notice at its address set forth on the signature block of this Agreement After termination,the City may take possession of all records and data within the Consultant's possession pertaining to this project,which may be used by the City without restriction If the City's use of Consultant's records or data is not related to this project,it shall be without liability or legal exposure to the Consultant 4.0 Responsibilities The City is responsible for Providing access to Data Center and equipment Providing appropriate backups of system software Provide a reasonable working environment Provide system information as requested A em!&B PP B-1 7 i 1 a City of Kent,Washington MimcomputerHardware and System Software Mamtemmce The vendor is responsible for Providing support services Following the City's security procedures Providing the City with replacement parts of equal or higher quality 5.0 Timely Service and Corrections 5.1 Timely and Professional Service Vendor services shall be performed in a timely and professional manner Vendor further represents that the services furnished under this agreement will be performed in accordance with industry practices in accordance with generally accepted industry practices in effect at the time those services are performed 6.0 Warranty Warranty information is included in the vendors RFP response 70 Indemnification Except for liability that is solely the fault of the City, its officials, officers, employees, agents, and assigns(each of the foregoing hereafter referred to individually as the"Indemnified Party"),vendor agrees to defend, indemnify and hold harmless the indemnified parties from and against any and all third party claims, actions, losses, liabilities,judgments, awards and costs (including attorney fees and legal expenses) ansing out of or in connection with the negligence of the vendor in the performance of this agreement including,without limitation,the infringement or violation of any third party's trade secrets, proprietary information,trademark, copyright, patent right or other proprietary right Vendor shall defend and settle at its sole expense all suits or proceedings arising out of the foregoing, provided that City gives the vendor prompt notice of any such claim of which it learns No settlement that prevents the City from continuing to use the software product(s), other products or software documentation as provided in this agreement shall be made without the City's prior written consent In all events, the City shall have the right to participate at its own expense in the defense of any such suit or proceeding through counsel of its own choosing This indemnification is limited to the software products, other products and software documentation delivered to the City or as modified by the vendor and does not cover third party claims ansing from modifications not authorized by the Licensor This indemnification shall also survive the expiration or termination of this agreement 8.0 Damages and Limitation on Liabiliri Vendor's indemnification shall apply to all damages incurred by the City or third parties,whether direct, indirect, actual, consequential or incidental However, vendor's liability for damages to the City for any cause whatsoever, regardless of form of action,whether in contract, or tort, shall be limited to $200,000 9.0 Insurance Vendor shall procure and maintain for the duration of this agreement, insurance against claims for injuries to persons or damage to property which may anse from or in connection with the performance of the work by the vendor, their agents, representatives or employees AppendttB B-2 I Oty of%ng Washington Mimcomputer Hardware and System Software Mamtenance 9.1. Antomobde Liability Automobile liability insurance(including commercial automobile liability insurance)covering all owned, non-owned, hired, leased vehicles Coverage shall be written on Insurance Services Office (ISO)form CA 00 01 or a substitute form providing equivalent liability coverage If necessary, the policy shall be endorsed Automobile liability insurance with a minimum combined single limit for bodily injury and property damage of$1,000,000 per accident Commercial General Liability Commercial General Liability insurance shall be written on ISO occurrence form CG 00 01 and shall cover liability arising from premises, operations, products-completed operations, independent contractors and personal injury and advertising injury The City shall be named as an insured under the Contractor's Commercial General Liability insurance policy with respect to the work performed for the City Insurance shall be written with limits no less than$1,000,000 each occurrence and in the aggregate • Errors and Omissions (Note after speaking with insurance companies — both the insurance companies and InnerVu question the need for errors and omissions on an equipment maintenance agreement InnerVu will simply be replacing parts HP parts with HP parts Error and Omissions applies when a vendor is developing and/or introducing products (hardware or software) The state of Washington agreed to remove its errors and omissions clause for InnerVu recent maintenance contract with the Center for Information Services dated April 10, 2202—Contract number 020408 We ask the City to eliminate this requirement InnerVu suggests that the City add • Crime Coverage with a deductible not to exceed $1 million, and coverage of not less than $2 million single limit per occurrence which shall at a minimum cover occurrences falling in the following categories Computer Fraud, Forgery, Money and Securities, and Employee Dishonesty 9.2. Excess Liability Excess Liability with limits not less than $1,000,000 per occurrence and aggregate Deductible Any payment of deductible or self-insured retention shall be the sole responsibility of vendor 9.3. Endorsement With the exception of Errors and Omissions insurance, which shall be provided on a claims-made basis, the City, its officers, officials, employees, and agents shall be named as an additional insured on the insurance policy, as respects work performed by or on behalf of the vendor The vendor shall furnish the City with original certificates and a copy of the amendatory endorsements, including but not necessarily limited to the additional insured endorsement, evidencing the insurance requirements of the vendor Coverage AppendixB B-3 my of Kent,W uhmgton Minicomputer Hardware and System SofnvareMmmenance Vendor's insurance shall contain a clause stating that coverage shall apply separately to each insured against whom claim is made or suit is brought, except with respects to the limits of the insurer's liability Primary Vendor's insurance shall be primary insurance as respects the City, and shall be endorsed to state that coverage shall not be cancelled by either party except after thirty(30) calendar days prior written notice by certified mail, return receipt requested, has been given to the City of any cancellation, suspension or material change in coverage 9.4 Failure A failure to provide insurance coverage and written acceptance of the tendered policy shall be deemed to constitute a material breach of contract by vendor The City reserves the right to then award the contract to another bidder In order to protect the public interest and notwithstanding any provisions herein to the contrary, vendor's failure to comply with any provision in this section shall subject the contract to immediate termination without notice and without recourse by any person 10.0 Vendor's Right to Terminate The vendor may terminate this agreement if the City fads to make timely payment as provided in this agreement, so long as the vendor has first provided the City with written notice of that default and the default has not been corrected within thirty(30)calendar days from the date of receipt of vendor's written notice of default 10.1. City's Right to Terminate This agreement may be terminated by the City if the vendor is in default of any provisions of this agreement, so long as the default is not corrected within thirty (30) calendar days of the receipt of written notice of the default from the City For the purposes of this Section 10 1, "default"shall include, without limitation, any failure to abide by the terms or conditions of this agreement including the City's RFP and vendor's response to RFP, together with any of the instances of the following ♦ Vendor defaults on any of the terms of its contract with the City, ♦ Vendor ceases its ongoing business operations, ♦ Vendor fails to perform the contract in a timely fashion; - ♦ Vendor suffers any act of insolvency AppendmB B-4 i City of Rent, Washington Minicomputer Hardware and System Software Maintenance 10.2. Termination for Convenience The City may terminate this agreement, including all related agreements(e g maintenance agreements, etc) in whole, or from time to time in part,whenever the vendor is prevented from proceeding with the project work by reason of a preliminary, special, or permanent restraining order from a court of competent jurisdiction where the issuance of such restraining order is primarily caused by either acts or omissions of the vendor or by acts or omissions of persons or agencies other than the vendor Additionally, the City may also terminate this agreement in whole or in part if the City's Information Technology Director determines that termination is in the best interests of the City By providing the vendor with 30 days written notice 10.3. Claims Any claim for damages incurred by either party resulting from breach of this agreement by the other party shall survive termination The remedies provided herein shall not be deemed exclusive but shall be cumulative and shall be in addition to all other remedies provided by law and equity No delay or omission in the exercise of any remedy herein provided or otherwise available to vendor shall impair or affect its right to exercise the same 11.0 Attorneys'Fees Subject to the indemnification and limitation of vendor's liability provisions set forth in this agreement, if any action or suit is brought with respect to a matter or matters covered by this agreement, each party shall be responsible for all its own costs and expenses incident to such proceedings, including reasonable attorneys'fees 12.0 Governing Law The construction and performance of this agreement shall be governed by the Washington State Uniform Commercial Code, Title 62A Revised Code of Washington, and other laws of the State of Washington without regard to the conflict of laws provisions thereof If parties are unable to settle any dispute, difference or claim ansing from the parties' performance of this agreement, the exclusive means of resolving that dispute, difference or claim shall only be by filing suit exclusively under the venue, rules and jurisdiction of the King County Superior Court located in Kent, King County, Washington, unless the parties agree in writing to an alternative dispute resolution process 13.0 Entire Agreement This agreement,together with City's RFP and vendor's Response to RFP constitutes the entire agreement between vendor and City and shall not be modified or rescinded except in writing, signed by both parties In the case of inconsistencies or disputes among this agreement, the City's RFP, and the vendor's response to RFP, the following order of precedence shall prevail in descending order of priority AppendrxB B-5 u 9� 9 City oj%ny Washington Minicomputer Hardware and System SoJtwareMamtenance ♦ This agreement and any written and fully signed amendments thereto ♦ The City's RFP and any written amendments thereto ♦ The vendor's response to RFP and any authorized written amendments or clarifications thereto If any terms or conditions of this agreement are invalid under any applicable statute or rule of law, they are to that extent to be deemed omitted and the remaining provisions shall not in any way be affected or impaired 14.0 Notice Any notice required or permitted to be made or given pursuant to this agreement shall be sufficiently made or given on the date of mailing if sent to the other party by certified mail, postage prepaid, addressed to the other party at the address set forth below Append=B B_6 Cuy of%nt, Washington System Software Mamlemance Mimcom ater P $ardware and APPendixB B-7 I 4256464799 HALDWIN RESOURCE GRP 949 P02 DEC 13 '02 08.2E ACORDTM CERTIFICATE OF LIABILITY INSURANCE iiiii%zo z PRODUCER (42S)455-S640 FAX (425)4S5-6727 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION Baldwin Resource Group, Inc. ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER.THIS CERTIFICATE DOES NOT AMEND,EXTEND OR PO BOX 1848 ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW Bellevue, WA 98009 INSURERS AFFORDING COVERAGE INSURED Inner u Corporation INSURERA North Pacific I s 11421 N.e, 120th Street INSURER Kirkland, WA 99034 INSURER INSURER D DEC I INSURER E, COVERAGES t KtNT LEGAL DEP THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PEFUOD INDICATED,NOTW-1TR37AMMG ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH POLICIES AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS INSR LtCTYPE OF INSURANCE POLICY NUMBER DATE I EF DD,�YE DAT MMOLICY RAT LIMITS GENERAL LIABILITY 04147163 02/14/2002 02/14/2003 EACH OCCURRENCE $ 1,000,000 X COMMERCIAL GENERAL LIABILITY FIRE DAMAGE(Pay one Ore) S 100,000 CLAIMS MADE ❑OCCUR MED EXP(Any one person) $ 5,00 A PERSONAL B AOV INJURY $ 1.000.001 GENERAL AGGREGATE S 2,000,00 GEN'L AGGREGATE LIMIT APPLIES PER PRODUCTS-COMP/OP AGG $ 2,000,004 X POLICY 7 jERCOT- 7 LOC AUTOMOBILE LIABILITY C04147163 02/14/2002 02/14/2001 COMBINED SINGLE LIMIT X ANYAUTO (to swidenl) S 1,000,00 ALL OWNED AUTOS BODILY INJURY SCHEDULEDAUTOS (Per person) $ A HIREOAUTOS BODILY INJURY NON-OWNEDAUTOS (Per soodenl) $ PROPERTY DAMAGE $ (Per AFcidenq GARAGE LIABILITY AUTO ONLY-EA ACCIDENT $ ANYAUTO OTHER THAN EA ACC S AUTO ONLY AGG S EXCESS LIABILITY ECL 123473 02/14/2002 02/14/2003 EACH OCCURRENCE S 3,000.00 X OCCUR CLAIMS MADE AGGREGATE $ 3,000,00 S DEDUCTIBLE $ X RETENTION S 10,00 $ WORKERS COMPENSATION AND I TORV LIMITS ER EMPLOYERS'LIABILITY E L EACH ACCIDENT S - E L DISEASE•EA EMPLOYEE S EL DISEASE-POLICY LIMIT S OTHER DESCRIPTION OF OPERATIONSILOCATIDNSNEHICLES/EXCLUSIONS ADDED BY ENDORSEMENT/SPECIAL PROVISIONS Insurance verification. Re: Minicomputer Hardware and System Software Maintenance RFP. The below fisted certificate holder is included as an addtional insured as per the attached Additional Insured Endorsement CS 809 (2-9S) CERTIFICATE HOLDER ADDITIONAL INSURED!INSURER LETTER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE City Clerk EXPIRATION DATE THEREOF,THE ISSUING COMPANY WALL ENDEAVOR TO MAIL MinicoMuter Hardware and Software 30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, Maintenance RFP BUT FAILURE TO MAIL SUCH NOTICE SWILL IMPOSE NO OBLIGATION OR LIABILITY City of Kent OF ANY KIND UPON THE COMPANY,ITS AGENTS OR REPRESENTATIVES. 220 4th Ave, S. AUTHORIZED REPRESENTATIVE ACORD 25-S(7/97) - ©ACORD CORPORATION 1988 4256464799 BPLDWIN RESOURCE GRP 949 P03 DEC 13 'U2 ed=mod I COMMERCIAL GENERAL LIABILITY CS B09 (2-95) THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY ADDITIONAL INSURED - VICARIOUS LIABILITY ONLY This endorsement modifies Insurance provided under the following- COMMERCIAL GENERAL LIABILITY COVERAGE PART SCHEDULE Name of Person or Organization: CITY OF 1=, Wk 1 WHO IS AN INSURED (Section 9) Is amended to include as an insured the person or organization (called "addltlonal insured") shown in the Schedule but only with respect to liability arising out of A. Your ongoing operations performed for the additional insured(s) at the location designated above, or B. Acts or omissions of the additional insured(s) In connection with their general supervision of such operations 2 With respect to the Insurance afforded the additional insured, the following additional provisions apply A Exclusions b ,I , k, I. and n. under COVERAGEA-BODILY INJURYAND PROPERTY DAMAGE LIABILITY (Section I- Coverages) do notapply. B Additional Exclusions. This insurance does not apply to. (t) "Bodily injury"or "property damage"for which the additional lnsured(s)are obligated to pay damages by reason of the assumption of liability in a contract or agreement This exclusion does not apply to liability for damages that the additional insured(s) would have in the absence of the contact or agreement (2) "Bodily injury"or"property damage"occurring after. (a) All work, Including materials, parts or equipment furnished In connection with such work, on the project(other than service, maintenance,orreparrs)tobe performed byor on behalfof the additional insured(s) at the site of die covered operations has been completed; or (b) That portion of"your work"out of which the injury or damage arises has been put to Its Intended use by any person or organization other than another contractor or subcontractor engaged In performing operations for a principal as a part of the same project (3) "Bodily Injury"or "property damage" arising out of any actor omission of the additional insured(s)or any of then employees,other than the general supervision by the additional Insured(s)of your ongoing operations performed for the additional insured(s). (4) "Property damage"to: (a) Property owned, used or occupied by or rented to the additional Insured(s), lb) Property in the care, custody, or control of the additional Insured(s) or over which the additional insured(s) are for any purpose exercising physical control; or (c) Any work, including materials, parts or equipment furnished in connection with such work, which Is performed for the additional insured(s) by you Includes copyrighted material of Insurance Services Office, Inc , with its permission S " CS 009 (2-95) OR I G I HAL v