The URL can be used to link to this page

Home My WebLink AboutIT17-050 - Extension - Harris Enterprise Resource Planning - DataNOW Utility Billing Maintenance Renewal - 11/21/24 FOR CITY OF KENT OFFICIAL USE ONLY Sup/Mgr: Agreement Routing Form DirAsst: • For Approvals,Signatures and Records Management Dir/Dep: KENT This form combines&replaces the Request for Mayor's Signature and Contract Cover (optional) WASHINGTON Sheet forms. (Print on pink or cherry colored paper) Originator: Department: Ikhra Mohamed IT Date Sent: Date Required: c 11/14/2024 12/02/2024 Q Mayor or Designee to Sign. Date of Council Approval: Q Interlocal Agreement Uploaded to Website N/A Budget Account Number• Grant? Yes No�✓ 52001770.64160.1800 Budget?❑✓ Yes Type: N/A Vendor Name: Category: Harris Enterprise Resource Planning Contract Vendor Number: Sub-Category: 172693 Extension O W Project Name: DataNOW Utility Billing Maintenance Renewal 3- Project Details: Annual renewal of DataNOW Utility Billing maintenance at a cost of O y g $22,557.55, including any applicable Washington State Use Tax, under *, Mayor's signature authority. C Agreement Amount: $22,557.55 Basis for Selection of Contractor: Direct Negotiation *Memo to Mayormustbeonached A A— Start Date: 0 /1 01/2025 Termination Date: 12/31/2025 lm a Local Business? Yes ✓�No*If meets requirements per KCC 3.70.100,please complete"Vendor Purchase-Local Exceptions"form on Cityspace. Business License Verification: ❑Yes In-Process F1 Exempt(KCC 5.01.045) Authorized Signer Verified Notice required prior to disclosure? Contract Number: Yes ✓❑No IT17-050 Comments: OK to sig , 11/18/2024, TW. 7 c Dana Ralph, Mayor 3 c Date: a a Date Received:City Attorney: 11/14/24 Date Routed:Mayor's Officl 11/20/24 City Clerk's Office 11/21/24 adccW22373_7_20 Visit Documents.KentWA.gov to obtain copies of all agreements rev.20221201 HARRIS 114dfo ENTERPRISE RESOURCE PLWNING Renewal Estimate CustomerCity of Kent Term January 15t, 2025 - December 315t, 2025 Renewal Date January 15t, 2025 Your Support services are expiring soon To assist with your budgeting, we have created this Renewal Estimate. The estimate is for the next term for your products that are receiving Support. Newly purchased and future products will not be included on this estimate. Invoice,your bill will automatically generate and emailed to your Finance department or designated individuals. Any applicable taxes will be added to the invoice. 30 days before your renewal date,we should have received your full payment to allow time for new licenses to be generated, delivered, and installed before expiry(product specific). If third -party vendors and their products are utilized, we strongly suggest early payment to ensure continuous service, especially where new licenses are required. It is the Customer's responsibility to ensure prompt payment. Harris ERP will not be responsible for payment to third-party vendors or producing new licenses until your invoice is paid. Cancellation, if you no longer wish to have Harris ERP licensing, maintenance, and Support services, please let us know in writing 90 days prior to your renewal date. Terms and Conditions, are available in Team Support in the Knowledge Base https://a pp.na2.teamsupport.com/dc/1/attachments/11712147 Description Term Am Data Now- Utility Billing January 1st, 2025 - December $20,469.65 31', 2025 TOTAL $20,469.65 Page 1 of 1 H RPRISE RRR I RHING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 Annual Software Support Maintenance Terms & Conditions PURPOSE The purpose of this document,Annual Software Support Maintenance Terms& Conditions (the "Agreement") is to provide Harris Enterprise Resource Planning("Harris") customers (the"Customer") with additional information on the services which are included as part of the annual software support fees, standard support coverage, a listing of call priorities, an outline of escalation procedures, and details on current service rates.This Agreement, between the customer and Harris Systems USA("Harris")will serve as a guideline for Harris'support staff but may be superseded by an existing, signed software support contract, where applicable. Harris reserves the right to make modifications to this Agreement as required; provided, however, Harris shall not reduce the scope of Support Services provided hereunder without the prior consent of the customer. STANDARD SUPPORT AND MAINTENANCE SERVICES The following services are included as part of Harris'software support contract: • I Toll Free Telephone support • Sunset Rule Program: same(business)day call back program • Software for Life - Guaranteed Support on your existing applications for life - Cost effective upgrade solutions • Scheduled assistance for installations, upgrades&other special projects(there may be charges depending on the scope of work) • Technical troubleshooting, including assessment, diagnosis, documentation, and ultimate resolution of issues that pertain specifically to the customer's software (troubleshooting does not extend to any hardware or operating system components, unless the customer has a hardware support contract) • E-mail support call logging and notification • Free/web-based Support Sessions • Free FTP access for upload/downloads • Online access 24 hours a day, 7 days a week("24 x 7"). Harris'online portal (the"Hub")can be used to log support issues and check for status updates on issues. Access to published documentation pertaining to a customer's particular software line(if available) may be contained in the Knowledge Base article section within the Hub. The Hub also enables the customer to assign a specific priority based on the specific level of urgency for a particular circumstance. In summary,the Hub benefits include the ability to: - Log,view, update and close support tickets - Update contact information - Access published documentation - Access available downloads Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 1 of 11 www.HatfisERP.com H RPRISE RRR I RHING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 Access Knowledge Base Access to new software releases, service packs and updates - Defect corrections - New features and planned enhancements - State and/or Federal mandated changes - Payroll regulated changes - Participation in BETA program - Release notes Free monthly training webinars (see calendar on our website) r} Customer Care Program - Newsletters - Technical support bulletins - Advance communications on new products and servic s - Regional User Groups - On-site visits (by request-travel expenses may be billable) Design review for potential enhancements or custom modifications �. * Account Manager Services(business reviews, CRF assistance, site visits, meeting coordination) NIPS(Net Promoter Score Program): NIPS is a customer loyalty program, measuring feedback and driving constant improvement to the customer experience. } Access to annual customer conference(registration fees apply)and access to conference presentation materials post-conference. Free product web demonstrations(by request, scheduling required) STANDARD COVERAGE Our standard hours of support are from 8:30 a.m. EST to 8:00 p.m. EST, Monday to Friday, excluding designated statutory holidays. Support can be made available from 8:00 p.m. EST through to 8:30 a.m. EST and is billable on an hourly basis. Weekend assistance is available and must be scheduled in advance and in most cases is billable. RESPONSE TIMES Response times will vary and are dependent on the priority of the call. We do our best to ensure that we deal with incoming calls in the order that they are received, however calls will be escalated based on the urgency of the issue reported. Our response time guidelines are as follows: Priority 1: 1 -4 hours Priority2: 1 - 8 hours Priority 3: 1 - 24 hours CALL PRIORITIES In an effort to assign our resources to incoming calls as effectively as possible,we have identified three types of call priorities, 1, 2 &3. A Priority 1 call is deemed by our support staff to be an Urgent or High Priority call, Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low Priority. The criteria used to establish guidelines for these calls are as follows: Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 2 of 11 www.HatfisERP.com HARRS 7j`3 ENTERPRISE RESOURCE P INNING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 Priority 1 -High • System Down (Software Application, Hardware, Operating System, Database) • Inability to process payroll checks • Inability to process accounts payable checks • Inability to process bills • Program errors without workarounds • Incorrect calculation errors impacting a majority of records • Aborted postings or error messages preventing data integration and update • Performance issues of severe nature impacting critical processes • Hand-held interface issues preventing billing Priority 2-Medium • System errors that have workarounds • Calculation errors impacting a minority of records • Reports calculation issues • Printer related issues (related to interfaces with our softwar and n th prin itself) • Security issues • Hand-held issues not preventing billing • Performance issues not impacting critical processes • Usability issues • Workstation connectivity issues(Workstation specific) Priority 3-Low • Report formatting issues • Training questions, how to, or implementing new processes • Aesthetic issues • Issues with workarounds for large majority of accounts • Recommendations for enhancements on system changes • Questions on documentation Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 3 of 11 www.HatfisERP.com HARRS 7j`3 ENTERPRISE RESOURCE P INNING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 CALL PROCESS All support issues or questions reported to Harris are tracked via a support ticket. Harris'Support Analysts cannot provide assistance unless a support ticket is logged. The current process for logging tickets is outlined below. A support ticket must be placed through one of the following methods: o Online(Hub): https://harriserp.na2.teamsupport.com • Email: support@harriserp.com o Phone: 1-866-450-6696 Customer ticket information must contain the following: • Organization/Company Name o Contact Person o Software Product and/or Version o Module and/or Menu Selection • Nature of the question or issue • Detailed Description of the question or issue • Serial Number/ Patron Number/Account Number/Serving Date, etc. (where applicable) The more information you provide, the faster we can help you with your support request. Specific details, such as the employee#, account#, GIL #, are very useful. Attaching supporting material, such as screenshots and report output, are also helpful in identifying and/or resolving the issue Our support system or one of our support analysts will provide you with a call id to track your issue and your call will be logged into our support tracking database. Your call will be stored in a queue and the first available support representative will be assigned to deal with your issue. k *-- As the support representative assigned to your call investigates your issue,you will be contacted and advised as to where the issue stands and the course of action that will be taken for resolution. If we require additional information,you will be contacted by the assigned support representative to supply the information required. All correspondence and actions associated with your call will be tracked against your all in our support database. At any time, if available to you,you may log onto eSupport to see the status of your call. Once your call has been resolved, you will receive an automated notification by email that your call has been closed. This email will contain the entire event history of the call from the time the call was created and leading up to the resolution of the call. You also have the option of viewing both your open and closed calls, if available to you,via our website. If your issue needs to be escalated to a development resource or programmer for resolution, your issue will be logged into our development tracking database and you will be provided with a separate Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 4 of 11 www.HatfisERP.com H RPRISE RRR I RHING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 id number to track the progress of the issue. At this time,your support call will be closed and replaced by the development id number. The development id number will remain open until your issue has been completely resolved. Issues escalated to developmentwill be scheduled for resolution and may not be resolved immediately depending on the nature and complexity of the issue. Contact the support department at your convenience for a status update on your development issues, or log onto our website(if available to you)to view your issues on-line. ESCALATION PROCESS Harris'escalation process is defined below. This process has been put in to place to ensure that issues are dealt with appropriately. If, at any time, the customer is not satisfied with the resolution of the issue, or the response to the ticket, they are encouraged to escalate with Harris'Support Services organization as follows: r} Level 1: Contact the support representative working on your issue c} Level 2: Contact the Director of Client Services • Level 3: Contact the Vice-President of Operations • Level 4: Contact the Executive Vice-President Escalation Process within our Internal Ticket Tracking System: • Customer ticket is logged with Harris Support • If a customer ticket is a Priority 1 and has not been responded to within 4 hours,the Harris Support Analysts responsible for the ticket are notified via email, and the ticket is escalated internally. Priority 2 tickets will be escalated if not responded to within 8 hours, and Priority 3 tickets will be escalated if not responded to within 12 hours • If a customer's Priority 1 ticket has not been responded to 4 hours after the designated timeframe, Harris'Support Supervisor(s)are notified and the call is escalated • If a customer's Priority 1 ticket has not been responded to after 6 hours from the designated timeframe, Harris'Vice-President of Support is notified and the call is escalated • If a customer's Priority 1 ticket has not been responded to after 7 hours from the designated timeframe, Harris' Executive Management Team is notified and the call is escalated Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 5 of 11 www.HatfisERP.com HARRS 7j`3 ENTERPRISE RESOURCE P INNING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 HOLIDAY SCHEDULE Please note that our offices will be closed on designated days, as outlined below. In instances where the Statutory Holiday falls on a weekend, Harris offices will be closed on either the preceding Friday or following Monday: • New Year's Day o President's Day o Memorial Day o Independence Day � o Labor Day o Columbus Day • Thanksgiving Day • Day After Thanksgiving o Christmas Eve o Christmas Day BILLABLE SUPPORT SERVICES - The services listed below are examples of services that are out of scope of your support and maintenance agreement and are therefore considered billable services. ! .1 • Extended telephone training(greater than 15 minutes) • Forms redesign or creation (includes Bill Prints, Notice Prints and Letters) o Setup &changes to hand-held interface or creation of new interface • Setup of new services or changes to services( PAP,ACH, etc) • File imports/exports - Interfaces to other applications • Refreshes, backups, restores, setting up test areas o Setup of new printers, printer setup changes o Custom modifications(reports, bills,forms, reversal of customizations) • Setting up additional companies/agencies/tokens/general ledgers • Data conversions/global modification to setup table data o Database maintenance, repairs &optimization • Correction of issues that are a direct result of user error • Extended Hardware & Operating System support o Upgrades &support of third party software • Installations/ re-installations(workstations, servers) • Style sheet changes(exception - one signature change per year, per system will be provided at no charge) TEST DATABASES & ENVIRONMENTS We support customers in the maintenance of independent Test Environments for testing purposes. This allows customers the opportunity to test fixes, modifications, new business processes and/or scenarios without risking any potentially unwanted changes to the live environment. The creation of Test Databases & Environments is a billable service, quotations &incremental maintenance rates will be provided on request. Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 6 of 11 www.HatfisERP.com H RPRISE RRR I RHING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 CONNECTION METHODS To ensure we can support our clients in an effective and efficient manner, Harris ERP requires that a communication link is established via https://harriserp.screenconnect.com,the Harris ERP Remote Support portal. Communication via the Harris ERP Remote Support portal is secure,via SSL, and is encrypted with AES-256 block encryption and RSA, provided by the Microsoft RSA/Schannel Cryptographic Provider. These particular implementations of the AES-256 and RSA algorithms have been designated as FIPS compliant for Windows servers/machines. While other connection methods may be available(i.e. Virtual Private Network, Remote Access Server,Terminal Services, another third-party product, etc.), Harris ERP requires all clients to utilize the Harris ERP Remote Support portal for remote connectivity to servers and workstations. Failure to utilize the Harris ERP Remote Support portal may result in delays in support, less timely issue- resolution and, ultimately, an increase in annual maintenance fees due to the management and utilization of other connection methods. HARDWARE AND THIRD-PARTY SUPPORT (IF APPLICABLE) The purpose of this section is to provide our customers with information on our standard coverage and the services which are included as part of your annual hardware and third party software Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 7 of 11 www.HatfisERP.com HARRS 7j`3 ENTERPRISE RESOURCE P INNING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 support(if applicable). This section serves as a guideline for the support department but is superceded by an existing third party or other agreement. Standard Hardware and Third Party Software Support Services c} 800 telephone support-first line phone support for troubleshooting(note, more complex issues will be escalated to the actual vendor of the products) r} "On-call,"or after-hours support(scheduled assistance for installations, upgrades and other special projects-there may be charges depending on the scope of work) Remote connection support * Technical troubleshooting * Limited training questions(15 minute guideline) * Assistance with creation of backup scripts/ backup recovery Assistance with recovering data resulting from system crashes (charges may apply) Recommendations on specific hardware requirements * Support provided for installed database issues(30 minute guideline) ODBC installation and connection to database assistance Updating databases to support new versions of installed applications * Assistance with database installation, configuration and updating r The items listed below are services for third party software that are out of scope, and are therefore considered billable - please note that we do not provide hardware support for any printers: • On-site installation or upgrade of hardware and third party software • Extended telephone training(beyond 15 minutes) • Reconfiguration of hardware and fileservers • Recovering data resulting from client error • Upgrading of hardware systems • Preventative maintenance monitoring or other services • Recommending or assisting with disaster recovery plans • Re-establishment of ODBC connection if connection was lost due to actions of customer • ODBC connections to other third party products • Creation of custom reports • Report writer training, upgrades and installations(other than at time of initial purchase) MAINTENANCE CONTRACT PRICING In order to keep pace with the increasing cost of doing business within our industry(including, but not limited to: increased overhead and production development costs, staff salaries, etc.), Harris, as a standard practice, reviews the software maintenance contracts of each client every year. In light of the aforementioned, Harris reserves the right to raise annual maintenance charges in accordance with industry standards and/or increased costs that are incurred. Such costs may vary within any given year. Customer acknowledges these outlined variances and reserves the right to discuss any disagreements with members of the Harris Enterprise Resource Planning management team. APPLICATION VERSIONS / RELEASE INSTALLATIONS Harris ERP releases version updates to applications periodically throughout each calendar year. Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 8 of 11 www.HatfisERP.com H RPRISE RRR I RHING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 While Harris will make every reasonable effort to facilitate updates being installed to client environments, it is ultimately the responsibility of the client to ensure the installed applications are up-to-date when the applications are hosted within customer's server environment. For customers with applications that are hosted in Harris ERP's Cloud data center, Harris ERP will be responsible for updating customer's test environment upon each version release - customer will be responsible for testing and then requesting that the live application environment is updated once testing is completed. As a standard, Harris will only provide ongoing support on the most current, and two preceding versions, of the installed applications. Clients running versions of the applications prior to the current and two preceding version numbers may be required to update their application(s) prior to receiving support assistance. PAYMENT TERMS Maintenance amounts will be billed and due no later than thirty(30)days after the renewal date of the current term. Lapses in annual maintenance will be monitored and will lead to denial of support, upgrade privileges and termination of licenses, provided, however,that Harris provides the customer with written notice of any such lapse and customer shall have the right to cure any such lapse within thirty(30)days of such notice. INVOICE DISPUTES / CHANGES TO RENEWAL INVOICE LINE ITEMS It is, at times, necessary to make changes to the line items included on annual renewal invoices. In the event that changes need to be made to invoice line items for an upcoming renewal or, should there be a dispute regarding the line items included (annual cost,total licenses/modules included, etc.), inquiries on this must be made ahead of the maintenance period start date listed on the invoice. Disputes/changes that are requested after the maintenance period start date will not be effective until the next renewal term. CANCELLATION OF SERVICES In the event a cancellation of maintenance and support services occurs, Harris requires a written notice from the Customer,to be received a minimum of 60 days prior to the start of the next renewal period. In the event written notice is not provided in the specified timeframe, an invoice to account for the difference in maintenance will be generated, including a handling/processing fee of 10% of the remaining maintenance fees due. PRORATED INVOICES FOR ANNUAL MAINTENANCE FEES As a standard, Harris issues maintenance and support renewals on an annual basis, covering a 12- month period. We understand that certain circumstances may require a proration of maintenance fees and, in these instances, Harris policy is that prorated invoices for maintenance fees are issued Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 9 of 11 www.HatfisERP.com H RPRISE RRR I RHING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 in no less than 6-month increments,with the exception to the enforcement of the 60-day Cancellation of Services notice. In the event a maintenance invoice is prorated, by the Customer's request, a handling/processing fee will be applied to the overall total of the prorated invoice. The total of the handling/processing fee is dependent upon the length of the prorated term, outlined in the table below: Prorated Term Handling/Processing Fee Length Applied 6 Months 10%of prorated maintenance total Greater than 6 Months 8%of prorated maintenance total REFUNDS ' Harris, as a standard practice, does not issue refunds for full or unused portions of any paid maintenance fees. Circumstances, such as an error in billing, or billing disputes, are handled on a case-by-case basis, at the sole discretion of the Harris Enterprise Resource Planning management team. LIMITATION OF LIABILITY Termination of this Agreement shall not affect any right of action of either party arising from anything which was done or not done, as the case may be, prior to the termination taking effect. The Organization and Harris recognize that circumstances may arise entitling the Organization to damages for breach or other fault on the part of Harris arising from this Agreement. The parties agree that in all such circumstances the Organization's remedies and Harris's liabilities will be limited as set forth below and that these provisions will survive notwithstanding the termination or other discharge of the obligations of the parties under this Agreement. BOTH PARTIES AGREE THAT THE AGGREGATE LIABILITY OF HARRIS TO ORGANIZATION FOR ALL CLAIMS, SUITS, ACTIONS AND PROCEEDINGS HOWSOEVER ARISING, DIRECTLY OR INDIRECTLY, UNDER OR RELATING TO THIS AGREEMENT OR ITS SUBJECT MATTER, INCLUDING THOSE BASED ON BREACH OR RESCISSION OF CONTRACT,TORT, BREACH OF TRUST, OR BREACH OF FIDUCIARY DUTY SHALL NOT EXCEED, IN THE AGGREGATETHE THE ANNUAL FEES PAID BY THE ORGANIZATION TO HARRIS UNDER THIS AGREEMENT FOR THE YEAR OF THE GIVEN TERM IN WHICH THE CLAIM, SUIT, OR ACTION ARISES. IN ADDITION TO THE FOREGOING, NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY CLAIMS FOR CONSEQUENTIAL DAMAGES, INCIDENTAL DAMAGES, INDIRECT DAMAGES, SPECIAL DAMAGES, AGGRAVATED DAMAGES, LOSS OF REVENUE, LOSS OF PROFITS, FAILURE TO REALIZE EXPECTED SAVINGS, LOSS OF DATA, LOSS OF BUSINESS OPPORTUNITY EITHER UNDER OR RELATING TO THIS AGREEMENT OR ITS SUBJECT MATTER,WHETHER BASED ON BREACH OR RESCISSION OF Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 10 of 11 www.HatfisERP.com HARRS 7j`3 ENTERPRISE RESOURCE P INNING 1224 Fern Ridge Parkway,Suite 100 Creve Couer, MO 63141 P: (303)226-0050 CONTRACT,TORT, BREACH OF TRUST, OR BREACH OF FIDUCIARY DUTY EVEN IF SUCH OTHER PARTY HAS BEEN ADVISED OF THE LIKELIHOOD OF THE OCCURRENCE OF SUCH DAMAGES. Harris ERP:Annual Software Support Maintenance Terms & Conditions Page 11 of 11 www.HatfisERP.com