Bridgetech LLC ~ C210016 CITY OF TIGARD,OREGON-CONTRACT SUMMARY FORM
(THls FORMMusTACCOMPANYEVERY CONTRACT
Contract Title: Tier 1 & 2 Help Desk Services Number: C210016
Contractor: BridgeTech,LLC Contract Total: $750,000.00
Contract Overview: Contracted help desk suI212ort services.
Initial Risk Level: ❑ Extreme ❑ High ® Moderate ❑ Low
Risk Reduction Steps:
Risk Comments:
Risk Signature: N/A
Contract Manager: Mike Nolop Ext: 2757 Department: FIS
Type: ❑ Personal Svc ® Professional Svc ❑ Public Imp ❑ General Svc ❑ Coop Purchase
❑ Other: Start Date: End Date:
Quotes/Bids/Proposal: FIRM AMOUNT/SCORE
BridgeTech 351
Arctic MSP 323
Ricoh USA 233
Account String: Fund-Division-Account Work Order—Activi1y T=e Amount
FY 20/21 600-2300-54001 $150,000
FY 21/22 600-2300-54001 $150,000
FY 22/23 600-2300-54001 $150,000
FY 23/24 600-2300-54001 $150,000
FY 24/25 600-2300-54001 $150,000
Approvals - LCRB Date: 8/11/20
Department Comments:
Department Signature:
Purchasing Comments:
Purchasing Signature:
City Manager Comments:
City Manager Signature:
After securing all required approvals, forward original copy to the Contracting and Purchasing Office along with a
completed Contract Checklist.
CONTRACT#C210016
CITY OF TIGARD,OREGON
PERSONAL SERVICES CONTRACT
TIER 1&2 HELP DESK SUPPORT
THIS AGREEMENT made and entered into this first day of September 2020 by and between the City of
Tigard, a municipal corporation of the State of Oregon, hereinafter called City, and BridgeTech, LLC,
hereinafter called Contractor.
RECITALS
WHEREAS, the City's 2021 fiscal year budget provides for services related to information technology help
desk services; and
WHEREAS, City has need for the services of a company with a particular training, ability, knowledge, and
experience possessed by Contractor, and
WHEREAS, City has determined that Contractor is qualified and capable of performing the professional
services as City does hereinafter require,under those terms and conditions set forth,
THEREFORE, the Parties agree as follows:
1. SERVICES TO BE PROVIDED
Contractor will initiate services immediately upon receipt of City's notice to proceed together with an
executed copy of this Agreement. Contractor agrees to complete work that is detailed in Exhibit A,
incorporated herein by reference.
2. EFFECTIVE DATE AND DURATION
This Agreement is effective upon the date of execution and expires on August 31, 2025 unless
otherwise terminated or extended. All work under this Agreement must be completed prior to the
expiration of this Agreement.
3. COMPENSATION
The City agrees to pay Contractor in accordance with the fee schedule outlined in Exhibit B. The
total amount paid to the Contractor by the City may not exceed Seven Hundred Fifty Thousand
Dollars ($750,000.00). Payments made to Contractor will be based upon the following applicable
terms:
A. Payment by City to Contractor for performance of services under this Agreement includes all
expenses incurred by Contractor, with the exception of expenses, if any, identified in this
Agreement as separately reimbursable.
B. Payment will be made in installments based on Contractor's invoice, subject to the approval of
the City Manager, or designee, and not more frequently than monthly. Unless otherwise agreed,
payment will be made only for work actually completed as of the date of invoice.
C. Payment by City releases City from any further obligation for payment to Contractor for services
performed or expenses incurred as of the date of the invoice. Payment may not be considered
acceptance or approval of any work or waiver of any defects therein.
D. Contractor must make payments promptly, as due, to all persons supplying labor or materials for
the performance of the work provided for in this Agreement.
E. Contractor may not permit any lien or claim to be filed or prosecuted against the City on any
account of any labor or material furnished.
F. Contractor will pay to the Department of Revenue all sums withheld from employees pursuant to
ORS 316.167.
G. Contractor will pay all contributions or amounts due the Industrial Accident Fund from the
contractor or any subcontractor.
H. If Contractor fails,neglects,or refuses to make prompt payment of any claim for labor or services
furnished to Contractor or a subcontractor by any person as such claim becomes due, City's
Finance Director may pay such claim and charge the amount of the payment against funds due or
to become due the Contractor. The payment of the claim in this manner does not relieve
Contractor or their surety from obligation with respect to any unpaid claims.
I. Contractor will promptly, as due, make payment to any person, co-partnership, association, or
corporation, furnishing medical, surgical, and hospital care or other needed care and attention,
incident to sickness or injury, to the employees of Contractor, of all sums that Contractor agrees
to pay for the services and all moneys and sums that Contractor collected or deducted from the
wages of employees pursuant to any law, contract, or agreement for the purpose of providing or
paying for services.
J. Contractor and its employees, if any, are not active members of the Oregon Public Employees
Retirement System and are not employed for a total of 600 hours or more in the calendar year by
any public employer participating in the Retirement System.
K. Contractor must obtain,prior to the execution of any performance under this Agreement, a City
of Tigard Business License. The Tigard Business License is based on a calendar year with a
December 31 st expiration date. New businesses operating in Tigard after June 30th of the current
year will pay a pro-rated fee though the end of the calendar year.
L. The City certifies that sufficient funds are available and authorized for this Agreement during the
current fiscal year. Funding during future fiscal years is subject to budget approval by Tigard's
City Council.
4. OWNERSHIP OF WORK PRODUCT
City is the owner of and is entitled to possession of any and all work products of Contractor which
result from this Agreement,including any computations,plans,correspondence,or pertinent data and
information gathered by or computed by Contractor prior to termination of this Agreement by
Contractor or upon completion of the work pursuant to this Agreement.
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5. ASSIGNMENT/DELEGATION
Neither party may assign, sublet or transfer any interest in or duty under this Agreement without the
written consent of the other and no assignment has any force or effect unless and until the other party
has consented. If City agrees to assignment of tasks to a subcontract, Contractor is fully responsible
for the acts or omissions of any subcontractors and of all persons employed by them. Neither the
approval by City of any subcontractor nor anything contained herein creates any contractual relation
between the subcontractor and City. The provisions of this Agreement are binding upon and will
inure to the benefit of the parties to the Agreement and their respective successors and assigns.
6. STATUS OF CONTRACTOR AS INDEPENDENT CONTRACTOR
Contractor certifies that:
A. Contractor acknowledges that for all purposes related to this Agreement,Contractor is an independent
contractor as defined by ORS 670.600 and not an employee of City. Contractor is not entitled to
benefits of any kind to which an employee of City is entitled and is solely responsible for all payments
and taxes required by law. Furthermore, in the event that Contractor is found by a court of law or
any administrative agency to be an employee of City for any purpose, City is entitled to offset
compensation due, or to demand repayment of any amounts paid to Contractor under the terms of
this Agreement, to the full extent of any benefits or other remuneration Contractor receives (from
City or third party) as a result of said finding and to the full extent of any payments that City is required
to make (to Contractor or to a third party) as a result of said finding.
B. Contractor is not an officer, employee, or agent of the City as those terms are used in ORS 30.265.
7. CONFLICT OF INTEREST
The undersigned Contractor hereby represents that no employee of the City, or any partnership or
corporation in which a City employee has an interest, has or will receive any remuneration of any
description from Contractor,either directly or indirectly,in connection with the letting or performance
of this Agreement, except as specifically declared in writing.
If this payment is to be charged against Federal funds, Contractor certifies that he/she is not currently
employed by the Federal Government and the amount charged does not exceed their normal charge
for the type of service provided.
8. INDEMNIFICATION
City has relied upon the professional ability and training of Contractor as a material inducement to
enter into this Agreement. Contractor represents that all of its work will be performed in accordance
with generally accepted professional practices and standards as well as the requirements of applicable
federal, state, and local laws, it being understood that acceptance of a Contractor's work by City will
not operate as a waiver or release.
Contractor agrees to indemnify and defend the City,its officers,employees,agents,and representatives
and hold them harmless from any and all liability,causes of action,claims,losses,damages,judgments,
or other costs or expenses,including attorney's fees and witness costs (at both trial and appeal level,
whether or not a trial or appeal ever takes place including any hearing before federal or state
administrative agencies), that may be asserted by any person or entity which in any way arise from,
during, or in connection with the performance of the work described in this contract, except liability
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arising out of the sole negligence of the City and its employees. Such indemnification will also cover
claims brought against the City under state or federal worker's compensation laws. If any aspect of
this indemnity is found to be illegal or invalid for any reason whatsoever, such illegality or invalidity
does not affect the validity of the remainder of this indemnification.
9. INSURANCE
Contractor and its subcontractors must maintain insurance acceptable to City in full force and effect
throughout the term of this contract. Such insurance must cover risks arising directly or indirectly out
of Contractor's activities or work hereunder,including the operations of its subcontractors of any tier.
The policy or policies of insurance maintained by the Contractor must provide at least the following
limits and coverages:
A. Commercial General Liability Insurance
Contractor will obtain,at Contractor's expense,and keep in effect during the term of this contract,
Comprehensive General Liability Insurance covering Bodily Injury and Property Damage on an
"occurrence" form (CG 2010 1185 or equivalent). This coverage must include Contractual
Liability insurance for the indemnity provided under this contract. The following insurance will
be carried:
Coverage Limit
General Aggregate $2,000,000
Products-Completed Operations Aggregate $2,000,000
Personal&Advertising Injury $1,000,000
Each Occurrence $2,000,000
Fire Damage (Any one fire) $50,000
B. Commercial Automobile Insurance
Contractor must also obtain, at Contractor's expense, and keep in effect during the term of the
contract,Commercial Automobile Liability coverage including coverage for all owned,hired, and
non-owned vehicles on an "occurrence" form. The Combined Single Limit per occurrence may
not be less than $2,000,000.
If Contractor uses a personally-owned vehicle for business use under this contract,the Contractor
will obtain, at Contractor's expense, and keep in effect during the term of the contract, business
automobile liability coverage for all owned vehicles on an "occurrence" form. The Combined
Single Limit per occurrence may not be less than $2,000,000.
C. Technology Errors and Omissions; Cyber Liability
Contractor shall maintain liability insurance covering acts, errors,or omissions,including negligent
acts, arising out of the performance or failure to perform services related to the Products and
Services under this Agreement.
Contractor shall maintain insurance that shall cover any and all claims and losses with respect to
network risks (such as data breaches, unauthorized access/use, ID theft, invasion of privacy,
damage/loss/theft of data, degradation, downtime,etc.) and infringement of intellectual property,
such as copyrights,trademarks, service marks and trade dress.
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Such insurance shall include limits of coverage of not less than $2,000,000 written on a per
occurrence basis. If coverage is written on a claims-made basis, coverage shall remain in effect for
not less than three (3) years following the date of termination or expiration of this Agreement.
Evidence of the coverage must be sent to the City for three years following termination or
expiration of this Agreement.
D. Workers' Comi3ensation Insurance
The Contractor, its subcontractors, if any, and all employers providing work, labor, or materials
under this Contract that are subject employers under the Oregon Workers' Compensation Law
must comply with ORS 656.017,which requires them to provide workers'compensation coverage
that satisfies Oregon law for all their subject workers. Out-of-state employers must provide
Oregon workers' compensation coverage for their workers who work at a single location within
Oregon for more than 30 days in a calendar year. Contractors who perform work without the
assistance or labor of any employee need not obtain workers' compensation coverage. All non-
exempt employers must provide Employer's Liability Insurance with coverage limits of not less
than$1,000,000 each accident.
E. Additional Insured Provision
All required insurance policies, other than Workers' Compensation and Professional Liability,
must name the City its officers, employees, agents,and representatives as additional insureds with
respect to this Agreement.
F. Insurance Carrier Rating
Coverages provided by the Contractor must be underwritten by an insurance company deemed
acceptable by the City. All policies of insurance must be written by companies having an A.M.
Best rating of "A-VII" or better, or equivalent. The City reserves the right to reject all or any
insurance carrier(s) with an unacceptable financial rating.
G. Self-Insurance
The City understands that some contractors may self-insure for business risks and the City will
consider whether such self-insurance is acceptable if it meets the minimum insurance requirements
for the type of coverage required. If Contractor is self-insured for commercial general liability or
automobile liability insurance, Contractor must provide evidence of such self-insurance.
Contractor must provide a Certificate of Insurance showing evidence of the coverage amounts on
a form acceptable to the City. The City reserves the right in its sole discretion to determine
whether self-insurance is adequate.
H. Certificates of Insurance
As evidence of the insurance coverage required by the contract, Contractor will furnish a
Certificate of Insurance to the City. No contract is effective until the required Certificates of
Insurance have been received and approved by the City. The certificate will specify and document
all provisions within this contract and include a copy of Additional Insured Endorsement. A
renewal certificate will be sent to the below address prior to coverage expiration.
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I. Primary Coverage Clarification
The parties agree that Contractor's coverage is primary to the extent permitted by law. The parties
further agree that other insurance maintained by the City is excess and not contributory insurance
with the insurance required in this section.
J. Cross-Liability Clause
A cross-liability clause or separation of insureds clause will be included in all general liability,
professional liability,pollution, and errors and omissions policies required by this Agreement.
A certificate in form satisfactory to the City certifying to the issuance of such insurance will be
forwarded to:
City of Tigard
Attn: Contracts and Purchasing Office
13125 SW Hall Blvd.
Tigard, Oregon 97223
OR
ContractsPurchasingg(a,tigard-oror.gov
At the discretion of the City, a copy of each insurance policy, certified as a true copy by an
authorized representative of the issuing insurance company, may be required to be forwarded to
the above address.
Such policies or certificates must be delivered prior to commencement of the work. The procuring
of such required insurance will not be construed to limit Contractor's liability hereunder.
Notwithstanding said insurance, Contractor is obligated for the total amount of any damage,
injury, or loss caused by negligence or neglect connected with this Agreement.
10. METHOD & PLACE OF SUBMITTING NOTICE, BILLS AND PAYMENTS
All notices,bills and payments will be made in writing and may be given by personal delivery,mail, or
by fax. Payments may be made by personal delivery, mail, or electronic transfer. The following
addresses will be used to transmit notices, bills,payments, and other information:
CITY OF TIGARD BRIDGETEC
Attn: Mike Nolo p Attn: Jeremy Hanson
Address: 13125 SW Hall Blvd Address:2 Centerpointe Drive, Suite# 300
Tigard, OR 97223 Lake Oswego, OR 97035
Phone: (503) 718-2757 Phone: (503) 803-4908
Email: miken@tigard-or.gov Email: jhanson@bridge.tech
Notice will be deemed given upon deposit in the United States mail, postage prepaid, or when so
faxed, upon successful fax. In all other instances,notices, bills and payments will be deemed given at
the time of actual delivery. Changes may be made in the names and addresses of the person to who
notices,bills, and payments are to be given by giving written notice pursuant to this paragraph.
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11. SURVIVAL
The terms, conditions, representations, and warranties contained in this Agreement survive the
termination or expiration of this Agreement.
12. MERGER
This writing is intended both as a final expression of the Agreement between the parties with respect
to the included terms and as a complete and exclusive statement of the terms of the Agreement. No
modification of this Agreement will be effective unless and until it is made in writing and signed by
both parties.
13. TERMINATION WITHOUT CAUSE
At any time and without cause, City has the right in its sole discretion to terminate this Agreement by
giving notice to Contractor. If City terminates this Agreement pursuant to this paragraph, City will
pay Contractor for services rendered to the date of termination.
14. TERMINATION WITH CAUSE
A. City may terminate this Agreement effective upon delivery of written notice to Contractor, or at
such later date as may be established by City,under any of the following conditions:
1) If City funding from federal, state, local, or other sources is not obtained and continued at
levels sufficient to allow for the purchase of the indicated quantity of services. This Agreement
may be modified to accommodate a reduction in funds.
2) If federal or state regulations or guidelines are modified, changed,or interpreted in such a way
that the services are no longer allowable or appropriate for purchase under this Agreement.
3) If any license or certificate required by law or regulation to be held by Contractor, its
subcontractors, agents, and employees to provide the services required by this Agreement is
for any reason denied,revoked, or not renewed.
4) If Contractor becomes insolvent,if voluntary or involuntary petition in bankruptcy is filed by
or against Contractor, if a receiver or trustee is appointed for Contractor, or if there is an
assignment for the benefit of creditors of Contractor.
Any such termination of this agreement under paragraph (A) will be without prejudice to any
obligations or liabilities of either party already accrued prior to such termination.
B. City, by written notice of default (including breach of contract) to Contractor, may terminate the
whole or any part of this Agreement:
1) If Contractor fails to provide services called for by this Agreement within the time specified,
or
2) If Contractor fails to perform any of the other provisions of this Agreement,or fails to pursue
the work as to endanger performance of this Agreement in accordance with its terms, and
after receipt of written notice from City, fails to correct such failures within ten (10) days or
such other period as City may authorize.
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The rights and remedies of City provided above related to defaults (including breach of contract)
by Contractor are not exclusive and are in addition to any other rights and remedies provided by
law or under this Agreement.
If City terminates this Agreement under paragraph (B), Contractor will be entitled to receive as
full payment for all services satisfactorily rendered and expenses incurred,provided, that the City
may deduct the amount of damages, if any, sustained by City due to breach of contract by
Contractor. Damages for breach of contract include those allowed by Oregon law, reasonable
and necessary attorney fees, and other costs of litigation at trial and upon appeal.
15. ACCESS TO RECORDS
City will have access to such books, documents, papers and records of Contractor as are directly
pertinent to this Agreement for the purpose of making audit, examination, excerpts and transcripts.
16. HAZARDOUS MATERIALS
Contractor will comply with all federal Occupational Safety and Health Administration (OSHA)
requirements and all Oregon safety and health requirements. In accordance with OSHA and Oregon
OSHA Hazard Communication Rules, if any goods or services provided under this Agreement may
release, or otherwise result in an exposure to, a hazardous chemical under normal conditions of use
(for example, employees of a construction contractor working on-site), it is the responsibility of
Contractor to provide the City with the following information: all applicable Safety Data Sheets, the
identity of the chemical/s, how Contractor will inform employees about any precautions necessary,
an explanation of any labeling system, and the safe work practices to prevent exposure. In addition,
Contractor must label, tag, or mark such goods.
17. FORCE MATEURE
Neither City nor Contractor will be considered in default because of any delays in completion and
responsibilities hereunder due to causes beyond the control and without fault or negligence on the
part of the parties so disenabled, including but not restricted to, an act of God or of a public enemy,
civil unrest,volcano, earthquake, fire, flood, epidemic, quarantine restriction, area-wide strike, freight
embargo,unusually severe weather or delay of subcontractor or supplies due to such cause;provided
that the parties so disenabled will within ten (10) days from the beginning of such delay, notify the
other party in writing of the cause of delay and its probable extent. Such notification will not be the
basis for a claim for additional compensation. Each party will, however, make all reasonable efforts
to remove or eliminate such a cause of delay or default and will,upon cessation of the cause,diligently
pursue performance of its obligation under the Agreement.
18. NON-WAIVER
The failure of City to insist upon or enforce strict performance by Contractor of any of the terms of
this Agreement or to exercise any rights hereunder should not be construed as a waiver or
relinquishment to any extent of its rights to assert or rely upon such terms or rights on any future
occasion.
19. HOURS OF LABOR, PAYE UITY
In accordance with ORS 279B.235, the following are hereby incorporated in full by this reference:
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A. Contractor may not employ an individual for more than 10 hours in any one day, or 40 hours in
any one week, except as provided by law. For contracts for personal services, as defined in ORS
279A.055, Contractor must pay employees at least time and a half pay for all overtime the
employees work in excess of 40 hours in any one week, except for employees who are excluded
under ORS 653.010 to 653.261 or under 29 U.S.C. 201 to 209 from receiving overtime.
B. Contractor must give notice in writing to employees who work on a public contract, either at the
time of hire or before commencement of work on the contract,or by positing a notice in a location
frequented by employees, of the number of hours per day and days per week that the employees
may be required to work.
C. Contractor may not prohibit any of Contractor's employees from discussing the employee's rate
of wage, salary,benefits or other compensation with another employee or another person and may
not retaliate against an employee who discusses the employee's rate of wage, salary, benefits or
other compensation with another employee or another person.
D. Contractor must comply with the pay equity provisions in ORS 652.220. Compliance is a material
element of this Agreement and failure to comply will be deemed a breach that entitles City to
terminate this Agreement for cause.
20. NON-DISCRIMINATION
Contractor will comply with all federal, state, and local laws, codes, regulations, and ordinances
applicable to the provision of services under this Agreement,including,without limitation:
A. Title VI of the Civil Rights Act of 1964;
B. Section V of the Rehabilitation Act of 1973;
C. The Americans with Disabilities Act of 1990, as amended by the ADA Amendments Act
(ADAAA) of 2008 (Pub L No 101- 336); and
D. ORS 659A.142,including all amendments of and regulations and administrative rules,and all other
applicable requirements of federal and state civil rights and rehabilitation statutes, rules and
regulations.
21. ERRORS
Contractor will perform such additional work as may be necessary to correct errors in the work
required under this Agreement without undue delays and without additional cost.
22. EXTRA (CHANGES) WORK
Only the City's Project Manager for this Agreement may change or authorize additional work. Failure
of Contractor to secure authorization for extra work constitutes a waiver of all right to adjust the
contract price or contract time due to such unauthorized extra work and Contractor will not be entitled
to compensation for the performance of unauthorized work.
23. WARRANTIES
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Contractor will warrant and guarantee work during the term of this Agreement that all practices and
procedures, workmanship and materials are the best available unless otherwise specified in the
profession. Neither acceptance of the work nor payment therefore relieves Contractor from liability
under warranties contained in or implied by this Agreement.
Except as may otherwise be expressly permitted or provided in this Agreement, all services will be
transferred to the City free and clear of any and all restrictions on or conditions of transfer,
modification, licensing, sublicensing, direct or indirect distribution, or assignment, and free and clear
of any and all liens, claims, mortgages, security interests, liabilities, and encumbrances of any kind.
Contractor will maintain, operate, and enforce,prior to the receipt of and during the period in which
Contractor has possession of or access to any personal information, an active and effective
information security program to preserve the security and confidentiality of all personal information
that is contained in any document, record, compilation of information or other items to which
Contractor receives access,possession,custody or control.
24. ATTORNEY'S FEES
In the event an action, suit of proceeding, including appeal, is brought for failure to observe any of
the terms of this Agreement, each party is responsible for that party's own attorney fees, expenses,
costs and disbursements for the action, suit,proceeding, or appeal.
25. CHOICE OF LAW,VENUE
The provisions of this Agreement are governed by Oregon law. Venue will be the State of Oregon
Circuit Court in Washington County or the U.S. District Court for Oregon,Portland.
26. COMPLIANCE WITH STATE AND FEDERAL LAWS/RULES
Contractor will comply with all applicable federal, state and local laws,rules and regulations applicable
to the work in this Agreement.
27. CONFLICT BETWEEN TERMS
In the event of a conflict between the terms of this Agreement and Contractor's proposal, this
Agreement will control. In the event of conflict between a provision in the main body of the Agreement
and a provision in the Exhibits, the provision in the main body of the Agreement will control. In the
event of an inconsistency between Exhibit A and Exhibit B,Exhibit A will control.
28. AUDIT
Contractor will maintain records to assure conformance with the terms and conditions of this
Agreement and to assure adequate performance and accurate expenditures within the contract period.
Contractor agrees to permit City,the State of Oregon,the federal government,or their duly authorized
representatives to audit all records pertaining to this Agreement to assure the accurate expenditure of
funds.
29. SEVERABILITY
In the event any provision or portion of this Agreement is held to be unenforceable or invalid by any
court of competent jurisdiction,the validity of the remaining terms and provisions will not be impaired
unless the illegal or unenforceable provision affects a significant right or responsibility, in which case
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the adversely affected party may request renegotiation of the Agreement and,if negotiations fail, may
terminate the Agreement.
30. COMPLIANCE WITH TAX LAWS
Contractor represents and warrants that Contractor is, to the best of the undersigned's knowledge,
not in violation of any Oregon tax laws including but not limited to ORS 305.620 and ORS Chapters
316, 317, and 318. Contractor's failure to comply with the tax laws of this state or a political
subdivision of this state before the Contractor executed this Agreement or during the term of this
Agreement is a default for which the City may terminate this Agreement and seek damages and other
relief available under the terms of this Agreement or applicable law.
[Signature Page to Follow]
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IN WITNESS WHEREOF, City and Contractor have caused this Agreement to be executed by their duly
authorized officials. Awarded by Tigard's Local Contract Review Board at their August 11, 2020 meeting.
CITY OF TIGARD BRIDGETECH
By:
Name: Marty Wine Name:
Title: City Manager Title: G
� G
Date: 8/25/2020 Date: 1 �i
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EXHIBIT A
SERVICES TO BE PROVIDED
1. TECHNICAL REQUIREMENTS
Contractor will provide configuration,deployment and end user support for the following technologies:
1.1. Virtual Desktops &Virtual Applications
1.1.1.VDI Thin Client—IGEL
1.1.2.VDI Profile management (Liquidware/FS Logic)
1.2. Citrix
1.3. Mitel/ShoreTel
1.4. Network based printer deployment& troubleshooting
1.5. Office 365 Suite
1.5.1.Exchange Online
1.5.2.OneDrive
1.5.3.MS Teams
1.6. Netmotion VPN
1.7. Laserfiche
1.8. Tyler Technologies Suite
1.9. Envisionware
1.10. Mobile Device/Tablet/Cellphone
1.11. Multi-factor authentication
1.12. Sophos Central Cloud—AV&email
1.13. Enterprise security deployment and management
1.14. Mobile First Responder Technology
1.15. General Application Support/Troubleshooting
2. SERVICE REQUEST STRUCTURE
All incoming service requests will be categorized as described below:
Tier 1 —Frequent/repeatable service requests with a documented method for resolution (e.g.,password
reset).
Tier 2—Less common service requests that that require research to develop a repeatable process and
documentation on how to complete the issue (e.g.,replacing a network print driver).
Tier 3—Any urgent/critical request that cannot be address by the service desk team, a request for a new
service, or any Incident/Event/Outage or service request impacting more than three (3) end users
concurrently.
3. SERVICE LEVEL AGREEMENT (SLAB
3.1. Service requests could be relayed via phone/email/web portal. Upon receipt of a request,
Contractor will decide as to whether or not they have the capability and service permissions
necessary to resolve the issue. If not, the support request will be immediately escalated to the
appropriate City resource(s).
3.2. Contractor will respond and resolve service requests based upon criticality and the following:
3.2.1.Respond within 30 minutes of ticket submission (SLA 90% of service requests).
3.2.2.Resolve Tier 1 issues within 48 hours of ticket submission (SLA 80% of service requests).
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3.2.3.Resolve Tier 2 issues within 7 days of tick submission (SLA 80% of service requests).
4. SERVICE DESK STAFFING
4.1. City will provide initial training to Contractor and service desk processes and procedures.
4.2. Contractor will create documentation,provide internal knowledge transfer,and train service desk
staff on every aspect of assistance needed when new Contractor staff rotate into the City's
account.
4.3. Contractor will provide documented processes/procedures and resumes for all employees
providing support to the City by October 1, 2020.
4.4. Contractor will work with the City to obtain the FBI Criminal Justice Information Services
Division (CJIS) background certification for each employee before starting work on the City's
account.
5. SERVICE DESK TOOLS
5.1. At completion of contract or any time requested by the City, Contractor will provide all data
pertaining to service desk requests in a traditionally non-proprietary file format.
5.2. Contractor will provide City IT staff access to Contractors service desk tool to allow the City to
retrieve data as needed.
5.3. Contractor's service desk tool will allow for visibility into the status and activity on requests that
have been submitted by end user,their direct supervisor and City IT staff.
5.4. Contractor will provide a searchable knowledge base providing for end user self-service
resolution
6. COLLABORATION TOOLS
Contractor will provide a collaboration tool for City and Contractor to communicate that will include
licensing for up to 12 City IT staff.
7. REPORTING
Contractor and City will meet quarterly to review services, trend analysis and support improvements. At
these meetings Contractor will provide the following reports:
7.1. Ticket response times in comparison to SLA commitments.
7.2. Tickets per month/year by department.
7.3. Tickets per month/year by top 25 requestors
7.4. End user satisfaction with the help desk services.
7.5. Any changes made by Contractor to the City's core system—Active Directory and Office 365.
7.6. How end users are submitting their service requests (i.e., through a web portal, email,in-
person, on the phone, or via a chat tool such as Microsoft Teams).
7.7. Trend analysis identifying any opportunities for improvement (e.g., Prior month reset 25 user
passwords. Should the City consider a self-serve solution for password reset).
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EXHIBIT B
COMPENSATION
1. CONTRACTOR SUPPORT HOURS AND FEES
Contractor will provide all-inclusive services as described in Exhibit A according to the following schedule.
a. Standard Monday-Friday 7:00 a.m. —9:00 p.m. $11,997 (month) $143,964 (year)
Up to 425 users.
b. Library Optional — Saturday 9:00 a.m. —9:00 P.M. $1,997 (month) $23,964 (year)
Up to 35 users.
Sunda 12:00 pm. —6:00 p.m.
c. Police Optional 1 — Monday-Friday 9:00 p.m. — 11:00 p.m. $2,997 (month) $35,964 (year)
Up to 15 users.
Saturda -Sunda 7:00 a.m. — 11:00 p.m.
d. Police Optional 2 - 24/7 24/7 $3997 (month) $47,964 (year)
Up to 15 users.
e. Additional Per User Fee - $197 (month)
Annual True-Up
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