HomeMy WebLinkAboutIT05-082 - Original - InnerVu - HP On-Site Services - 01/01/2003 Records M,alnag� e� m' b"'
Document
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 City Clerk's Office.
Vendor Name: InnerVu Corporation
Vendor Number: 33360
JD Edwards Number
Contract Number: � o l) -)-- OV7--
This is assigned by City Clerk's Office
Project Name: HP On-Site Services Renewal
Description: ❑ Interlocal Agreement ❑ Change Order ❑ Amendment ® Contract
❑ Other:
Contract Effective Date: 1/01/2008 Termination Date: 6/30/2008
Contract Renewal Notice (Days): Unknown
Number of days required notice for termination or renewal or amendment
Contract Manager: Mike Carrington Department: IT
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Detail: (i.e. address, location, parcel number, tax id, etc.):
InnerVu Corporation provided software support-and maintain, six products for 6 months.
S:Public\Recordsmanagement\Forms\ContractCover\adcc7832 1 11/08
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SIPOn-Site Services Agreement
Customer Bill To: Customer Equipment Location:
: City of Kent Customer Name: City of Kent
Sheet: 220 Fourth Avenue South Street: 220 Fourth Avenue South
[P.O.Box P.O.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
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InnerVu Corporation("InnerVu")will,on the terms and conditions stated on the reverse side of the Agreement,provide sofivare support and
maintain the equipment specified by Customer and agreed to bylnnerVn,as listed below or in such other equipment schedules mutually agreed
("Equipment"), -
RESPONSE: Hardware
❑HW 1 M-F 8am to 5pm,Next Day
X RW2 M-F 8am to 9 pm, 4hr
❑IIW3 24x7,4hr
❑ Other:
Billing Frequencv 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 CAT Tape Drive 1 42. 50 42,50 '
A28696A 20MB FWD SCSI Interface 1 NC NC
10 Rase-T LAN Adapter 1 NC NC
RP-PP 16 Channel RS-232 Modem Conn. 1 NC NC
Max
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 NC 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
12105102
: :
Product Description Qty Price Extension
A3212A HP3000 Series 969-200 1 $412. 00 $412. 00
KittyHawk Processor 2 NC NC
1. 6 Meter Cabinet 1 NC NC
12BMB 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 OAT 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 ST325SON _ 2 817. 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
2564E 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 $13,642. 80
Customer ackmowledges and agrees to the Terms and Conditions set forth in this Agreement.
City of Kent InnerVu Corporation
a,..- L'l !f - !•f. ' A
Pri or yp&tame Title Print or Type Name Title
Signat Data Signature Date
InnerVu Corporation HP On-Site Services Agreement
12105102
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4256464799 RRLDWIN RESOURCE GRP 846 P02 NOU 21 '02 11:35
PATE CERTIFICATE OF LIABILITY IN U NCE 112 /202
PRODUCER (425)455-S640 FAX (425)455-6727 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION
Baldwin Resource Croup, Inc. ONLY AND CONFERS NO RIGHTS UPON WE CERTIFICATE
PO Box 1848 HOLDER.THIS CERTIFICATE DOES NOT AMEND,EXTEND OR
ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW.
Bellevue, WA 98009
INSURERS AFFORDING COVERAGE
INSURED Inner u Corporation INSURER A; North Pacific Insurance Co
11421 N.e. 120th Street I14SURER8:
Kirkland, WA 98034 INSURERO;
INSURER O:
INSURER E:
COVERAGES
THE POLICIES OF INSURANCE LISTED BELOW HAVE SEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED.NOTWITHSTANDING
ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR
MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS$VBJEOT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH
POLICIES,AGGREGATE LIMITS SHOWN MAY HAVE SEEN REDUCED BY PAID CLAIMS.
ILTR TYPE OF INSURANCE POLICY NUMBER Poucr EFEEGTIVH POLIO - Ian 1 N
DD Y DATE MMIDD LIMITS
GENERA-LIABILITY 0A147163 02/14/2002 02/1m/2003 EACHOOI:URRENCE S 1,00Q 00
X COMMERCIAL GENPRALLIABILITY FIRE DAMAGE(Any gnu Ore) $ LOG y 0Q
CLAIMS MADE ❑OCCUR NBC EXP(Anyone pamon) $ S,00
A PERSONAL a ADV INJURY b 1 060 00
_ GENERAL AGGREGATE $ Z„000,00
CEML AGGREGATE LIMIT APPLIES PER; PRODUCTS•COMPIOP AGO $ 2,000,00
X POLICY DPRC LOG
AUTOMOBILE LIABILITY C04147163 02/14/2002 OZ/14/2003 COMBINED Sm(3LEOMIT
X ANYAUTO (Ea acoidanl) S li
1,000 00
ALL OWNED AUTOS BODILY INJURY
SCHEDULED AUTOS (Per Perecn) $
A I
HIP61)AUTOS BODILY INJURY
NON-OWNED AUTOS (Par Pc.Idenl) $
PROPERTY DAMAGE $
(Peraccldent)
PARADE LIABILITY AUTO ONLY•EA ACCIDENT $
ANY AUTO OTME TT��qq EA ACC $
AUTO OON
AGO $
EXCESS LIABILITY IECL 123473 QZ/14/2002 02/14/200.4 EACH OCCURRENCE $ 3.000.000
X OCCUR 0 CLAIMS MADE AGGREGATE $ 31000,00
S
DEDUCTIBLE §
X RETENTION $ 10,00 §
WORKERS COMPENSATION AND I TO Y IMIT9 I I ER
EMPLOYERS'LABILITY
E.L.EACH ACCIDENT S
EL.DISEASE-EA EMPLOYEE $
E.L.DISEASE-POLICY LIh11T. IIIOTHER - --�
DESCRIPTION OF OPERATIONS/LOGATIONSNEHICLESIEXCLUSIONS ADDED BY ENDORSEMENT/SPECIAL PROVISIONS
Verification of insurance. Re: Minicomputer Hardware and Software Maintenance RFP
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CERTIFICATE HOLDER ADDITIONAL INSURED;INSURER LETTER: CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE
EXPIRATION PATE THEREOF,THD 168DINP COMPANY WILL ENDEAVOR TO MAIL
City Clerk Minitomputer Hardware and Software30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT,
Maintenance RFP BUT FAILURE TO MAIL SUCH NOTICE SHALL IMPOSE NO OBLIGATION OR LIABILITY
City of Kent OF ANY KIND UPON THE COMPANY,ITS AGENTS OR REPRE8ENTATIVES.
220 4th Ave, S. AUTHORIZEP REPRESEPXATIVE
ACORD 25-$(7/97) (DACORD CORPORATION 1988
Reaeiaed Time Nov . 21 . 12 27PM
City of Dent Invoice Detail
K 570 8x9 Hardware (Qty Price Extended
A3641A K570 Server w/256MB HD ECC memory 1 $ 300.00 $ 300.00
256MB for K-Class 4 $ - $ -
K-Class 18GB FWD SCSI-2 Disk 4 $ 34.00 $ 136.00
CD-ROM Drive 1 $ - $ -
A3542A 12Gb DDS-3 DAT Tape Drive 1 $ 42.50 $ 42.50
A28696A 20NM 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 $ - $ - j
9.1G13 LP disk upgrade 8 $ 20.00 $ 160.00
HSC 100B-T Single port tan 2 $ -
Total per month $ 638.50
Total Annual Hardware for K570 $ 7,662.00
K 570 8x9 Software-from Computech
H2083A Phone in Ass't 1 $ 2,079.00 $ 2,079.00
Total Annual Software for K570 $ 2,079.00 $ 2,079.00
Total Annual Rev for K570 $ 9,741.00
969-200 8x9 Hardware 9U Price Extended,
A3212A lIP3000 Series 969-200 1 $ 412.00 $ 412.00
KittyHawk Processor 2 $ - $ -
1.6 Meter Cabinet 1 $ - $ -
128MB Memory 2 $ - $ - !i
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 $ - $ -
A3542A 12GB DDS-3 DAT Tape Drive 1 $ 42.50 $ 42.50
Total per month $ 556.50
Total Annual Hardware for 969-200 $ 6,678.00
Phonein MPE/iX Fundamental OS 1 $ 3,078.00 $ 3,078.00
Phone in 64 User License 1 $ 315.00 $ 315.00
Phone in IMAGE/SQL 1 $ - $ -
Phone in IMAGE/SQL 64 user 1 $ 1,161.00 $ 1,161.00
Phone in HP BasicLine for RP3000 computers 1 $ - $ -
Phone in HP Phone-in 1 $ - $ -
Phone in NS3000/1X Network Services License 1 $ 162.00 $ 162.00 '..
Phone in TurboStore/iX 1 $ - $ -
Total Annual Software for 969-200 $ 4,716.00 $ 4,716.00
Total Annual for 969-200(8x9) $ 11,394.00
958 8X9 Hardware Qty Price Extended
A1701A I P3000 Series 958 1 $455.00 $ 455.00
C2474S 1.3GB SCSI Disk Internal 2 $8.00 $ 16.00
Page 1 of 2
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A3304A 2GB SE SCSI Disk 6 $8.50 $ 51.00 '..
4GB SE SCSI Disk ST3437IN 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 S 42.50
2345A DTC48 2 $30.00 $ 60.00
SCSI Storage Tower 2 $0.00 $ -
2564B HP 60OLPM Line Printer I $60.00 $ 60.00
IIP LaserJet 5Si 2 $35.00 $ 70.00
Total per month $ 822.50
Total Annual Hardware for 958 $ 9,870.00
phone in MPE/iX Fundamental OS 1 $ 2.462.40 $ 2,462.40
phone in Unlimited User License 1 $ 252.00 $ 252.00
phone in HP GlancePlus 1 $ - $
phone in BSC-RJE/iX right-to-use License 1 $ $ -
phone in ALLBASE/SQL 1 $ 309.60 $ 309.60
phone in IMAGE/SQL 1 $ 309.60 $ 309.60
phone in TurboStore/iX 1 $
phone in Cobol II/iX compiler 1 $ 309.60 $ 309.60
phone in BSC Link/iX 1 $ $
phone in DietonaryN 1 $ - $ -
phone in N83000/iX Network Services License 1 $ 129.60 $ 129.60
Total Annual Software for 958-200 $ 3,772.80 $ 3,772.80 j
Total Annual for 958 $ 13,642.80
Total Annual Maintenance Charge For City of Kent $ 34,777.80
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Page 2 of 2
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
s
4
Response to
City of Kent, Washington
Request for Proposal
Minicomputer Hardware and System Software Maintenance
220 4"Ave S
Kent, WA 98032
Prepared by
InnerVu Corporation
11421 NE 120°i Street
Kirkland,WA 98034
Attn: Frank Zaccari
425-820-6500 x1101
Submitted
September 11,2002
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
Table of Contents
MinicomputerHardware and System Software Maintenance......................................................................... 1
Tableof Contents.................................................................................................................................................. 2
1. Vendor Instructions..................................................................................................................................3
PROPOSALFORMAT....................................................................................................................................................................................3
APPENDIXA—VENDOR RESPONSE FORMS................................................................................................................................................6
VENDORAUTHORIZATION..........................................................................................................................................................................6
(INNERVU DOES NOT HAVE A CORPORATE SEAL).......................................................................................................................................6
VENDORQUESTIONNAIRE..........................................................................................................................................................................7
ATTACHMENT A-MAINTENANCE CALL PROCESS...................................................................................................................................34
Customer.Satisfaction Survey-Service Delivery................................................................................................................................ 36
OrientationLetter................................................................................................................................................................................ 37
ATTACHMENT B—HARDWARE MAINTENANCE.............................................................................I--....................................................38
HardwareInfi•astracture..................................................................................................................................................................... 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
ATTACHMENTH—DETAILED PRICING.....................................................................................................................................................47
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City of Kent, Washington MinteomputerHardware and System Software Maintenance
i. 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 authorized 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 Zaccari
President and CEO
Computech Systems Corporation and InnerVu Corporation
11421 NE 120" Street
Kirkland, WA 98034
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
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fra n kzAcom p utech.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.
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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
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City of gent, 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).
City of Kent, Washington Minicomputer Hardware and Systetn Software Maintenance
Appendix A—Vendor Response Forms
Vendor Authorization
I, Frank Zaceari; 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 Zaccari
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 Presidertt= Corporate Seal:
(InnerVu does not have a Corporate Seal)
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a`ma A 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
SeattlelTacoma 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 your support center's escalation See detailed response below
procedures.
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?
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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-
for a 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 968) 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 Zaccari, President/CEO, 11421 NE 120�" Street, Kirkland, WA 98034,
Phone: 425-820-6500 x1101 Fax: 425-820-6565
Larry Numata, CFO, 11421 NE 1201" Street, Kirkland, WA 98034
Phone: 425-820-6500 x1104 Fax: 425-820-6565
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
Frank Zaccari or Larry Numata are authorized to sign and execute contracts.
Officers and Board members include
• Frank Zaccari, 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. Bios 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:
imvvm 9
City of Kent, Washington Nlinicanpater 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.
City of Kent, Washington Minicomputer Hardware and Systenn 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.
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City of Kent, Wash ington Mhticomputer Hardware and System Software Maintenance
The following chart provides a summary of the benefits offered by InnerVu
InnerVu
An engineer returns your 15 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 3a 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
I
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:
mia VA 12
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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 so on.
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 Zaccari - 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)
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City of Kent, Washington Minicomputer Hardware anrd 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 1201h 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 Zaccari, President & CEO — spends 25% of his time on maintenance
issues.
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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 Zaccari
President and CEO
Computech Systems Corporation and InnerVu Corporation
11421 NE 120" Street
Kirkland, WA 98034
fran kzfacomputech.com
Office: 800-882-0201 x1101 or 425.820.6500 x1101
Fax: 425-820-6565
Mobile: 916-718-5517
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
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.
• 247 - 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 failed 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:
i
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).
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City ofXent, Washington Minicomputer Hardware and System Softivare 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
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City of Kent, Washington Minicomputer Hardware and System Software Maintenanee
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.
i Leasing Companies.
All arts used b InnerVu must ass our stringent internal quality p y p g q ty 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
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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
Obiective: 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 failed 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 fails — 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 failed part or component has been replaced and
the operating system has been successfully booted to the MPE or UNIX prompt.
srxs h 19
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
(Note: each customer location must have onsite and accessible for the InnerVu
technician a current working SILT 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 party'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, j
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; (ii) 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
>a 20
i
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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.InnerVu'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.
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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.
Inneft'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.
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City of Kent, 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:
,spa 23
City of Kent, 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
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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/ix 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 SILT 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
41
" _ & 25
City of Kent, Washington Minicomputer Hardware and System Softivare 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.
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r
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 8:00am — 9:00pm 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- 8:00am — 9:00pm 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 8:00am — 9:00pm 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.
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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
• 8:00 a.m. — 9:00 p.m. 4 hour
• 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
costs for multi-year agreements. Given the long standing relationship
Please describe the method used to between InnerVu and the City of Kent
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 136.0
Less CPI for previous period 129.9
Equals index point change 6.1
Divided by previous period CPI 129.9
Equals 0.047
Result multiplied by 100 0.047 x 100
Equals percent change 4.7
ln vt'l 28
City of Rent, 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
Coupeville, WA.
Telephone (360) 679-7405
Fax
Reference #3:
Organization City of Kent
Contact Name Bob Olson
Contact Title IT Manager
Address 240 41h Avenue So.
Kent, WA. 98032-5895
Telephone (253) 859-3324
Fax (253) 856-4700
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
Other InnerVu Maintenance Customers are listed below: Please contact Frank Zaccari,
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)
s,,.
'' 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).
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City of Kent, Washington Miniconeputer Hardivare 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.
t;{ U{.L .f
Signed ,
Date
Title Rres4dent/CECr
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32
I
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 $10,000, 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.
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City of Kent, Washington Mhrtcomputer Hardware and 4stern Sofhvare 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 Zaccari - President.
• Duty technician will call the center and receive the customer's
information and tracking number.
34
City of Kent, Washington MinicompaterHardivareandSystemSoftwareMaintenanee
• 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.
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35
i
City of Kent, Wash ington Nlinicornputer Hardware and System Sofbvare 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
Cry of Kent, Washington Minicomputer Hardware and System Sofhpare Maintenance
Orientation Letter
New InnerVu maintenance customers receive this orientation letter
�OMP UTHCH Maintenance Hotline Number:
/ PVtt, 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
speed your service request,the operator will record such key Information as:
Information
• Time of the call
see.this sh..t. • Name of the caller
It e.rt.rna lnt...tion yen wlir • Name of organization '..
need when requesting Hotline . Telephone number
Service. -
M.irnon.rc.H.ilb.Nnmb.r. 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 3'd 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
i
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 (247) 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
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City of Kent, Washington Minicomputer Hardware and System Softivare Maintenance
Attachment C - Bios of Account Support Personnel
Frank Zaccari, President & CEO Frank Zaccari 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. Zaccari 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 andgp
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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 Enaineer 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 Veritas, 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 Solaris.
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 Manaaer — Dan served as President of Open Systems
Management (OSM), a reseller of systems management solutions including Hewlett Packard HP-
0penView,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 stronp ties to the HP community. Prior to Western Data, Dan worked for 3 years as the
1s`, 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.
47
City of Kent, Washington Minicomputer Hardware and Systern Software Mahitenance
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.
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City of Kent, Washington Minicomputer Hardware and System Sofhvare Maintenance
Attachment D — Software Maintenance Program
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 Bent, Washington Minicomputer Hartlnvare and System Sofbvare Maintenance
Attachment E — Parts and Logistical Services
Part of the $100,000 building 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, Qualify
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.
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City of Kent, Washington Minicomputer Hardivare and System Sofhvare Maintenance
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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/facoma, 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.0 to 45 deg. C (40 deg F to 113 deg. F)
(with inlernalDDS-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 gZ/Hz. 500 Hz
(-0.21 Grm:)
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 Bela(A weighted)@<37 deg. C (Expanded Chassis)
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City of Kent, Washington Minkompider Hardware and 4stent Software Maintenanee
Attachment H — Detailed Pricing
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%.
?# 47
City of gent, Washington Minicomputer Hardware and System Software Maintenance
City of Kent
Minicomputer Hardware and System Software Maintenance Pricing
K 570 8x9 Hardware Oty Unit Price Extended Monthly Annual
A3641A K570 Server w/256M13 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-ROMDrive 1 $0.00 $0.00
A3542A 12Gb 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 Comm.Mux 1 $0.00 $0.00
FWD SCSI-2 Controller 2 $0.00 $0.00
9.1GB LP disk upgrade 8 $20.00 $160.00
IISC 100➢-T Single port lap 2 $0.00 -
$638.50 $7,662.00
K570 8x9 Software
H2083A Phone in Ass't 1 $173.25 $173.25 $2,079.00
Errors and Ommissiens Insurance $1,474.00
Total Annual Cost,K570 8x9 511,215.00
Future rears with CPI-based Brice increase not to exceed 3%annuallv
Year 2 $11,551.45
Year 3 $11,897.99
969-200 8x9 Hardware Qty Unit Price Extended Monthly Annual
A3212A HP3000 Series 969-200 1 $412.00 $412.00
KittyHawk Processor 2 $0.00 $0.00
1.6 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
4.3GBSCSI-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 MPE/iX 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 I $96.75 $96.75
Phone in HP BasieLine for HP3000 computers 1 $0.00 $0.00
Phone in HP Phone-in 1 $0.00 $0.00
Phone in NS3000hX 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 969-200(80) $13,116.00
Future Years with CPI-based price increase not to exceed 3%annually
Year 2 $13,509.48
Year 3 $13,914.76
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
969-200240 Hardware Cry Unit Price Extended Monthly Annual
A3212A TIP3000 Series 969-200 1 $473.80 $473.80
KittyHawk Processor 2 $0.00 $0.00
1.6 Meter Cabinet 1 $0.00 $0.00
128MB Memory 2 $0.00 $0.00
4GB FWD SCSI-2 Disk Drives(Seagate) 4 $19.55 $78.20
4.30B 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
969-200 240 Software
Phone in MPEAX Fundamental OS 1 $256.50 $256.50
Phone in 64 User License 1 $26.25 $26.25
Phone in TMAGE/SQL 1 $0.00 $0.00
Phone in TMAGE/SQL 64 user 1 $96.75 S96.75
Phone in BP BasicLine for ITP3000 computers l $0.00 $0.00
Phone in HP Phone-in I $0.00 $0.00
Phone in NS3000/iX Network Services License 1 S13,50 $13.50
Phone in TurboStme/iX 1 $0.00 $0.00
$393.00 $4,716.00
Errors and Ommissions Insurance $1,722.30
Total Annual Cost 969-200(247) $14,118.00
Future years with CPI-based price increase not to exceed 3%annually
Year 2 $14,541.54
Year 3 S14,977.79
9588X9 Hardware Qty 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 UP 600LPM Line Printer 1 S60.00 $60.00 !
UP LaserJet 5Si 2 $35.00 $70.00 '
3822.50 $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-RJEAX 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
phonein TurboStore/iX 1 $0.00 $0.00
phone in Cobol U/iX compiler 1 $25.80 $25.80
phone in BSC Link/iX 1 S0.00 $0.00
phone in DictonaryN 1 $0.00 $0.00
phone in NS3000AX Network Services License 1 $10.80 $10.80 !
$314.40 S3,772.80
Errors and Ommissions Insurance S2,204.00
E + 94 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(9.9) $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(240) $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
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City of%rt, W"wagton Minicomputer Hardware and System Software Maintenance
Appendix B — Terms and Conditions
1.0 Terms and Conditions
In addition to all statements made in the RF'P 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 HP3000 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.
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Appendix B B-1
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City of Kent, Washington Minicomputer Hardware and System Software Maintenance
The vendor is responsible for
Providing support services.
Fallowing 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.
7.0 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) arising 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 arising from
modifications not authorized by the Licensor. This indemnification shall also survive the expiration or
termination of this agreement.
8.0 Damaees and Limitation on Liability
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 arise from or in connection with the performance
of the work by the vendor, their agents, representatives or employees.
AppendixB B-2
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City of%nt Washington MinicmnputerHardware and System Software Maintenance
9d. Automobile 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
Appendix;B B-3
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City of Kent, Washington Minicanrprder Hardware and System Software Maintenance
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 j
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 fails 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; I�
♦ Vendor fails to perform the contract in a timely fashion; -
♦ Vendor suffers any act of insolvency.
AppeidixB B_4
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City ofEent, Wayhington 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 arising 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:
AppendixB B_5
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City of Kent, Washington Minicomputer Hardware and Syslem Sgfhvare bSaintenance
♦ 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.
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AppendixB B-6
City ofF.ent, Wasbingion Mideompater Hardware and
._, System Softivareillaintenance
AppendixB B-7 �
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