HomeMy WebLinkAboutCAG2023-405 - Original - Servera, Inc. - VX Tracker Voice Management System Annual Support - 07/18/2023 FOR CITY OF KENT OFFICIAL USE ONLY �!_S/JE
Sup/Mgr:
Agreement Routing Form DirAsst:
104 • For Approvals,Signatures and Records Management Dir/Dep: MC
KEN T This form combines&replaces the Request for Mayor's Signature and Contract Cover (Optional)
W ASH I NGTON Sheet forms.
Originator: Department:
Ikhra Mohamed IT
Date Sent: Date Required:
> 07/05/2023 07/06/2023
0
CLDirector or Designee to Sign. Date of Council Approval:
Q
Q Interlocal Agreement Uploaded to Website ❑✓ N/A
Budget Account Number: Grant?:Yes:✓ No
52001740.64160.1800
Budget?R]YesEl No Type: N/A
Vendor Name: Category:
Servera, Inc. Contract
Vendor Number: Sub-Category:
2509611 Other
0
a Project Name: VX Tracker Voice Management System Annual Support
E
Project Details:Annual renewal of VX Tracker under new vendor Servera, Inc.
_ (formerly Telarus, contract #IT09-371).
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Agreement Amount: $2 003.82 Basis for Selection of Contractor: Direct Negotiation
N *Memo to Mayor must be attached
Start Date: 07/18/2023 Termination Date: 07/17/2024
Q Local Business?F--]YesFv-]No* If meets requirements per KCC 3.70.100,please complete"Vendor Purchase-Local Exceptions"form on Cityspace.
Business License Verification:Yes El In-Process El Exempt(KCC 5.01.045)
Notice required prior to disclosure? Contract Number:
EJYes�✓ No
Comments:
Cn
<<signature on attached quote p. 2/2>>
Mike Carrington, IT Director
a N
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Date Routed to the City Clerk's Office:
ddccVV223-3_1_20 Visit Documents.KentWA.gov to obtain copies of all agreements
rev.20210513
Servera, Inc. Estimate
25422 Trabuco Road
Ste. 105-467 Date Estimate#
Lake Forest, CA 92630 5/31/2023 1219
Name/Address
City of Kent
Project
Description Qty Cost Total
July Renewal VXTracker l 1,820.00 1,820.00
Total $1,820.00
Customer Signature
07/06/2023
era
www.servera-inc.com
The following is a Statement of Work for the support contract for VXTracker. The SOW covers
the deliverables as they pertain to support for the VXTracker Call Accounting package, including
all relevant support contact information.
SUPPORT DELIVERABLES:
1. The support email address is support@servera-inc.com
2. Support hours are Monday— Friday from 8AM to 6PM PST.
3. Support response times are dependent on current volume of support requests but
should not exceed 48 hours from the initial support request. During normal support
volume, response time should be within 24 hours of initial request.
4. All support work is conducted via remote connectivity.
5. The support contract covers all upgrades to more current versions of the VXTracker
system at no additional cost to the customer. It is the customers responsibility to
contact support to determine if they are on the most current version of the
software.
6. Any hardware and/or VM's necessary for upgrades and/or installation of the
VXTracker software is to be provided for by the customer.
7. The support contract covers resolutions to any issues within the normal
specifications of the VXTracker system, up to and including connectivity issues, data
processing issues and issues in relation to reports, scheduled tasks and automated
admin tasks.
8. This agreement assumes our resources will have full access to user base,
LAN/WAN and data necessary to make and/or perform any remediation tasks
necessary to assure the normal functionality of the system.
9. The support contract covers the creation of rate templates necessary to properly
determine the rates that should be applied to customer supplied area codes and
exchanges.
10. The integrated MySQL database is fully supported under the support contract.
11. If the customer has chosen to utilize the MS SQL Server database, the customer will
be responsible for the day-to-day maintenance and backups of the relational
database system. The customer will also be responsible for purchasing and
maintaining the licenses required by Microsoft for the database system.
12. Any software development required for the remediation of software bugs,
enhancements or data processing is covered in the support contract.
13. Any software development requested by the customer to address call detail records
unique to the customers phone system (custom Parsers) will incur an additional
charge determined by Servera and dependent on the amount of development work
to be accomplished.