HomeMy WebLinkAbout2021 Tyler Technologies Public Sector Software Solution C210029_Agreement Executed_Redacted CITY OF TIGARD,OREGON-CONTRACT SUMMARY FORM
(THIS FORM MUST ACCOMPANY EVERY CONTRACT)
Contract Title: 2021 Tyler Technologies Public Sector Software Solution and Technology Services
Contract Number: C210029
Contractor: Tyler Technologies Contract Total:$6.4M
Contract Overview: Total Tyler Citywide Project—The unified system will allow for informed date for
li reporting and new initiatives, combine systems and reduce integration issues,better
data quality and consistency across enterprise systems,provide for cross-
departmental workload efficiencies, modernize the city's enterprise system,utilize
LEAN/process efficiency improvements,implement solutions that help with
performance audit recommendations.
Initial Risk Level: n Extreme ® High n Moderate n Low
Risk Reduction Steps: Insurance and Payment Terms for early termination or lack of system performance.
Risk Comments:
Risk Signature:
Contract Manager: Mike Nolop Ext: 2757 Department: IT
Type: n Personal Svc n Professional Svc n Public Imp n General Svc ❑ Coop Purchase
® Other: SaaS Start Date: 10/1/20 End Date: 7/1/30
Quotes/Bids/Proposal: FIRM AMOUNT/SCORE
Sourcewell Cooperative Contract N 1 A
IIII
Account String: Fund-Division-Account Work Order-Activity Type Amount
FY 2021 600-2300-54001 $167,000
FY 2022
FY 2023
FY 2024
FY 2025
Approvals - LCRB Date: 9/22/20
Department Comments: None
Department Signature: Mie 1p
Purchasing Comments:
Purchasing Signature: �"�" d
City Manager Comments:
-J Assistant CityManager
City Manager Signature: g
Contract# C210029
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SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to provide certain products and services set forth in the Investment
Summary, including providing Client with access to Tyler's proprietary software products, and Tyler
desires to provide such products and services under the terms of this Agreement;
WHEREAS, Client is a member of Sourcewell (formerly known as National Joint Powers Alliance)
("Sourcewell") under member number 133253; and
WHEREAS,Tyler participated in the competitive bid process in response to Sourcewell RFP#110515 by
submitting a proposal, on which Sourcewell awarded Tyler a Sourcewell contract, numbered 110515-TTI
(hereinafter,the "Sourcewell Contract"); and
WHEREAS, documentation of the Sourcewell competitive bid process, as well as Tyler's contract with
and pricing information for Sourcewell is available at https://sourcewell-mn.gov/cooperative-
purchasing/; and
WHEREAS, Client desires to purchase off the Sourcewell Contract to procure Munis, EnerGov, Document
Management, Enterprise Asset Management, Court,311, Socrata, Meeting Manager, and other optional
SAAS services from Quote#2019-72575-TBD software functionality from Tyler,which Tyler agrees to
deliver pursuant to the Sourcewell Contract and under the terms and conditions set forth below.
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement,Tyler and Client agree as follows:
SECTION A—DEFINITIONS
• "Agreement" means this Software as a Services Agreement.
• "Business Travel Policy" means our business travel policy. A copy of Tyler's current Business
Travel Policy is attached as Schedule 1 to Exhibit B.
• "Client" means City of Tigard.
• "Data" means Client's data necessary to utilize the Tyler Software.
• "Data Storage Capacity" means the contracted amount of storage capacity for Client's Data
identified in the Investment Summary.
• "Defect" means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in Tyler's written proposal to Client,or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through maintenance and
support services, and the governing functional descriptions for such future functionality will be
set forth in Tyler's then-current Documentation.
• "Defined Users" means the number of users that are authorized to use the SaaS Services. The
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Defined Users for the Agreement are as identified in the Investment Summary.
• "Developer" means a third party who owns the intellectual property rights to Third Party
Software.
• "Documentation" means any online or written documentation related to the use or
functionality of the Tyler Software that Tyler provides or otherwise make available to Client,
including instructions, user guides, manuals and other training or self-help documentation.
• "Effective Date" means the date by which both Client's and Tyler's authorized representatives
have signed the Agreement.
• "Force Majeure" means an event beyond the reasonable control of the parties, including,
without limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or
any other cause that could not with reasonable diligence be foreseen or prevented by the
parties.
• "Investment Summary" means the agreed upon cost proposal for the products and services
attached as Exhibit A.
• "Invoicing and Payment Policy" means the invoicing and payment policy. A copy of Tyler's
current Invoicing and Payment Policy is attached as Exhibit B.
• "Parties" means Tyler and Client, collectively.
• "SaaS Fees" means the fees for the SaaS Services identified in the Investment Summary.
• "SaaS Services" means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software, and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. SaaS Services do not include support of an operating system or hardware, support
outside of our normal business hours,or training, consulting or other professional services.
• "SLA" means the service level agreement. A copy of Tyler's current SLA is attached hereto as
Exhibit C.
• "Statement of Work" means the industry standard implementation plan describing how Tyler's
professional services will be provided to implement the Tyler Software, and outlining Client's
and Tyler's roles and responsibilities in connection with that implementation. The Statement of
Work is attached as Exhibit G.
• "Support Call Process" means the support call process applicable to all of Tyler's customers who
have licensed the Tyler Software. A copy of the current Support Call Process is attached as
Schedule 1 to Exhibit C.
• "Third Party Hardware" means the third party hardware, if any, identified in the Investment
Summary.
• "Third Party Products" means the Third Party Software and Third Party Hardware.
• "Third Party Services" means the third party services, if any, identified in the Investment
Summary.
• "Third Party Software" means the third party software, if any, identified in the Investment
Summary.
• "Third Party Terms" means, if any,the end user license agreement(s) or similar terms for the
Third Party Software, as applicable.
• "Tyler" means Tyler Technologies, Inc., a Delaware corporation.
• "Tyler Software" means Tyler's proprietary software, including any integrations, embedded
software, custom modifications, and/or other related interfaces identified in the Investment
Summary and licensed by Tyler to Client through this Agreement.
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SECTION B—SAAS SERVICES
1. Rights Granted. Tyler grants to Client the non-exclusive, non-assignable limited right to use the SaaS
Services solely for Client's internal business purposes for the number of Defined Users only. The
Tyler Software will be made available to Client according to the terms of the SLA. Client
acknowledges that Tyler has no delivery obligations and will not ship copies of the Tyler Software as
part of the SaaS Services. Client may use the SaaS Services to access updates and enhancements to
the Tyler Software, as further described in Section C(9). The foregoing notwithstanding,to the
extent Tyler has sold Client perpetual licenses for Tyler Software, if listed in the Investment
Summary,for which Client is receiving SaaS Services, Client's rights to use such Tyler Software are
perpetual, subject to the terms and conditions of this Agreement including, without limitation,
Section B(4). Tyler will make any such software available to Client for download.
2. SaaS Fees. Client agrees to pay Tyler the SaaS Fees. Those amounts are payable in accordance with
Tyler's Invoicing and Payment Policy. The SaaS Fees are based on the number of Defined Users and
amount of Data Storage Capacity. Client may add additional users or additional data storage
capacity on the terms set forth in Section H(1). In the event Client regularly and/or meaningfully
exceeds the Defined Users or Data Storage Capacity,Tyler reserves the right to charge Client
additional fees commensurate with the overage(s). Client will not be charged without first receiving
notice of Tyler's intent to do so and a reasonable opportunity to address the user or storage
overages so that an additional fee is not required.
3. Ownership.
3.1 Tyler retains all ownership and intellectual property rights to the SaaS Services,the Tyler
Software, and anything developed by Tyler under this Agreement. Client does not acquire under
this Agreement any license to use the Tyler Software in excess of the scope and/or duration of the
SaaS Services.
3.2 The Documentation is licensed to Client and may be used and copied by Client's employees and
agents for internal, non-commercial reference purposes only.
3.3 Client retains all ownership and intellectual property rights to the Data. Client expressly
recognizes that except to the extent necessary to carry out Tyler's obligations contained in this
Agreement,Tyler does not create or endorse any Data used in connection with the SaaS Services.
4. Restrictions. Client may not: (a) make the Tyler Software or Documentation resulting from the SaaS
Services available in any manner to any third party for use in the third party's business operations;
(b) modify, make derivative works of, disassemble, reverse compile, or reverse engineer any part of
the SaaS Services; (c) access or use the SaaS Services in order to build or support, and/or assist a
third party in building or supporting, products or services competitive to Tyler; or(d) license, sell,
rent, lease,transfer, assign, distribute, display, host, outsource, disclose, permit timesharing or
service bureau use, or otherwise commercially exploit or make the SaaS Services,Tyler Software, or
Documentation available to any third party other than as expressly permitted by this Agreement.
5. Software Warranty. Tyler warrants that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted,Tyler will use all
reasonable efforts, consistent with industry standards,to cure the Defect in accordance with the
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maintenance and support process set forth in Section C(9), below,the SLA and Tyler's then current
Support Call Process.
6. Functional Performance Warranty. Functional performance of the hosted environment will be
measured with the maximum number of concurrent licenses used simultaneously as indicated in
Exhibit A or in any subsequent mutually agreed upon change orders, configured per the
recommendations provided by Tyler. Client will test the hosting environment to ensure processing
in accord with the requirements below. In the event that Client notifies Tyler that testing
demonstrates processing not in accord with the requirements as stated herein,Tyler will optimize
the hosted environment to provide such processing.These processing requirements apply to all
standard transactions such as data retrieval, data entry and navigating through forms in the Tyler
Software for the Tyler Software licensed to the Client as of the Effective Date.
Under the test conditions set forth above, and in actual use during the Term of this Agreement,the
Tyler Software must be capable of performing as follows:
• Query lookup- a maximum of three (3) second average response time for the inquiries listed
below, excluding batch processing, report jobs. Such common inquiries shall include, but not be
limited to, performing any table or file lookup and displaying the results of the lookup from any
input screen in the Software.
• Munis
o GL Account Inquiry: valid Org Object code
o Vendor Inquiry:valid vendor
o PO Inquiry:valid Purchase Order#
o Employee Inquiry:valid employee
o Manage Permits:valid permit#
o Asset Inquiry: valid asset#
• Incode Court Case Management
o Case or citation search: valid case/citation#
• Field to field prompting within a single screen-average one (1) second.
In the event that the Tyler Software licensed to the Client as of the Effective Date fails to operate in
accordance with the warranty in this section during the testing period and during actual use during
the Term of this Agreement,Tyler shall modify or adjust the Tyler Software to operate in accordance
with such warranty at Tyler's expense.The warranty and remedy of this section is contingent on the
Client promptly notifying Tyler of specific transactions in which the software indicates a failure to
operate within the requirements due to factors within Tyler's control. Client shall also provide
reasonable proof of such failure to operate.
Tyler warrants that it will use commercially reasonable efforts to configure and optimize the hosted
environments that are used by the Tyler Software.
The Client understands and agrees that it has the responsibility for ensuring third party products and
environments (including, but not limited to, file and printer servers, web servers, local area
networks, MS SQL Server) are configured appropriate for the demand that the Tyler Software will
place on them, but will be relying on Tyler to provide the appropriate specifications required for the
functioning of the Tyler Software.
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7. Availability of SaaS Services. So long as Client continuously maintains this SaaS Agreement with
Tyler,Tyler will make SaaS Services available for the Tyler Software licensed to the Client for ten (10)
years from the Effective Date.
8. SaaS Services.
8.1 Tyler's SaaS Services are audited at least yearly in accordance with the AICPA's Statement on
Standards for Attestation Engagements ("SSAE") No. 18. Tyler has attained, and will maintain,
SOC 1 and SOC 2 compliance, or its equivalent, for so long as Client timely pays for SaaS
Services. Upon execution of a mutually agreeable Non-Disclosure Agreement ("NDA"),Tyler will
provide Client with a summary of Tyler's compliance report(s) or its equivalent. Every year
thereafter, for so long as the NDA is in effect and in which Client makes a written request,Tyler
will provide that same information.
8.2 Client will be hosted on shared hardware in a Tyler data center or in a third-party data center.
In either event, databases containing Client's Data will be dedicated to Client and inaccessible to
Tyler's other customers. Upon Client's request,Tyler will provide a copy of the database it hosts
to Client. In the event Tyler elects to move the database housing Client's Data to a new data
center,Tyler will provide such advance notice as is reasonably practicable so as to minimize the
disruption to Client's use of the Tyler Software. Client's data will be physically located within the
boarders of the continential United States of America.Tyler will provide Client with the ability to
access the production database with read only/query capabilities. At the request of the Client,
Tyler will make available and allow use of Tyler's API's purchased by Client for all licensed SaaS
Services purchased by Client. Pricing for such API's shall be in accordance with Section H(2) of
this Agreement.
8.3 Tyler data centers have fully-redundant telecommunications access, electrical power, and the
required hardware to provide access to the Tyler Software in the event of a disaster or
component failure. In the event any of Client's Data has been lost or damaged due to an act or
omission of Tyler or its subcontractors, or due to a defect in Tyler's software,Tyler will use best
commercial efforts to restore all the Data on servers in accordance with the architectural
design's capabilities and with the goal of minimizing any Data loss as greatly as possible. In no
case shall the recovery point objective ("RPO") exceed a maximum of twenty-four(24) hours
from declaration of disaster. For purposes of this subsection, RPO represents the maximum
tolerable period during which Client's Data may be lost, measured in relation to a disaster Tyler
declares.
8.4 In the event Tyler declares a disaster,Tyler's Recovery Time Objective ("RTO") is twenty-four
(24) hours. For purposes of this subsection, RTO represents the amount of time, after Tyler
declares a disaster, within which Client's access to the Tyler Software must be restored.
8.5 Tyler conducts annual penetration testing of either the production network and/or web
application to be performed. Tyler will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. Tyler will provide Client with a written or electronic record of the actions taken by Tyler
in the event that any unauthorized access to Client's database(s) is detected as a result of Tyler's
security protocols. Tyler will undertake an additional security audit, on terms and timing to be
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mutually agreed to by the parties, at Client's written request. Client may not attempt to bypass
or subvert security restrictions in the SaaS Services or environments related to the Tyler
Software. Unauthorized attempts to access files, passwords or other confidential information,
and unauthorized vulnerability and penetration test scanning of Tyler's network and systems
(hosted or otherwise) is prohibited without the prior written approval of Tyler's IT Security
Officer.
8.6 Tyler tests its disaster recovery plan on an annual basis. Tyler's standard test is not client-
specific. Should Client request a client-specific disaster recovery test,Tyler will work with Client
to schedule and execute such a test on a mutually agreeable schedule. At Client's written
request,Tyler will provide test results to Client within a commercially reasonable timeframe
after receipt of the request.
8.7 Tyler will be responsible for importing back-up and verifying that Client can log-in. Client will be
responsible for running reports and testing critical processes to verify the returned Data.
8.8 Tyler provides secure Data transmission paths between each of Client's workstations and Tyler's
servers.
8.9 Tyler data centers are accessible only by authorized personnel with a unique key entry. All other
visitors to Tyler data centers must be signed in and accompanied by authorized personnel.
Entry attempts to the data center are regularly audited by internal staff and external auditors to
ensure no unauthorized access.
8.10 Where applicable with respect to Tyler's applications that take or process card payment data,
Tyler is responsible for the security of cardholder data that it possesses, including functions
relating to storing, processing, and transmitting of the cardholder data and affirm that, as of the
Effective Date,Tyler complies with applicable requirements to be considered PCI DSS compliant
and has performed the necessary steps to validate compliance with the PCI DSS. Tyler agrees to
supply the current status of its PCI DSS compliance program in the form of an official Attestation
of Compliance,which can be found at https://www.tylertech.com/about-us/compliance, and in
the event of any change in Tyler's status, will comply with applicable notice requirements to
notify Client.
SECTION C—OTHER PROFESSIONAL SERVICES
1. Other Professional Services.Tyler will provide Client the various implementation-related services
itemized in the Investment Summary and described in the Statement of Work.
2. Professional Services Fees. Client agrees to pay Tyler the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are payable in accordance with Tyler's Invoicing
and Payment Policy. Client acknowledges that the fees stated in the Investment Summary are good-
faith estimates of the amount of time and materials required for Client's implementation. Tyler will
bill Client the actual fees incurred based on the in-scope services provided to Client. Any
discrepancies in the total values set forth in the Investment Summary will be resolved by multiplying
the applicable hourly rate by the quoted hours, in accordance with Exhibit B(2.2).
3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or interface estimates) required for
the project based on Tyler's understanding of the specifications Client supplied. If additional work is
required, or if Client uses or requests additional services, Tyler will provide Client with an addendum
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or change order, as applicable, outlining the costs for the additional work. The price quotes in the
addendum or change order will be valid for thirty(30) days from the date of the quote.
4. Cancellation. If travel is required,Tyler will make all reasonable efforts to schedule travel for Tyler's
personnel, including arranging travel reservations,at least two (2)weeks in advance of
commitments. Therefore, if Client cancels services less than two (2)weeks in advance (other than
for Force Majeure or breach by Tyler), Client will be liable for all (a) non-refundable expenses
incurred by Tyler on Client's behalf, and (b) daily fees associated with cancelled professional services
if Tyler isunable to reassign its personnel. Tyler will make all reasonable efforts to reassign
personnel in the event Client cancels within two (2) weeks of scheduled commitments.
5. Services Warranty. Tyler will perform the services in a professional, workmanlike manner, consistent
with industry standards. In the event Tyler provides services that do not conform to this warranty,
Tyler will re-perform such services at no additional cost to Client.
6. Site Access and Requirements. At no cost to Tyler,Client agrees to provide Tyler with full and free
access during regular business hours to Client's personnel, facilities, and equipment as may be
reasonably necessary for Tyler to provide implementation services, subject to any reasonable
security protocols or other written policies provided to Tyler as of the Effective Date, and thereafter
as mutually agreed by the parties.
7. Background Checks. For at least the past twelve (12)years, all of Tyler's employees have undergone
criminal background checks prior to hire. Tyler requires all employees undergo criminal background
checks, sign its confidentiality agreement, and comply with security policies. Employees with access
to CJIS data must successfully pass a CJIS background check and be current on applicable CJIS
training.
8. Client Assistance. Client acknowledges that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of Client's personnel. Client agrees to use all reasonable
efforts to cooperate with and assist Tyler as may be reasonably required to meet the agreed upon
project deadlines and other milestones for implementation. This cooperation includes at least
working with Tyler to schedule the implementation-related services outlined in this Agreement.
Tyler will not be liable for failure to meet any deadlines and milestones when such failure is due to
Force Majeure or to the failure by Client's personnel to provide such cooperation and assistance
(either through action or omission).
9. Maintenance and Support. For so long as Client timely pays the SaaS Fees according to the Invoicing
and Payment Policy,then in addition to the terms set forth in the SLA and the Support Call Process,
Tyler will:
9.1 perform maintenance and support obligations in a professional,good, and workmanlike
manner, consistent with industry standards,to resolve Defects in the Tyler Software (limited to
the then-current version and the immediately prior version);
9.2 provide telephone support during established support hours;
9.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and
Third Party Software, if any, in order to provide maintenance and support services;
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9.4 make available to Client all major and minor releases to the Tyler Software (including
updates and enhancements)that Tyler makes generally available without additional charge to
customers who have a maintenance and support agreement in effect; and
9.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance
with Tyler's then-current release life cycle policy.
Tyler will use all reasonable efforts to perform support services remotely. Currently,Tyler uses a third-
party secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore,
Client agrees to maintain a high-speed internet connection capable of connecting Tyler to Client's PCs
and server(s). Client agrees to provide Tyler with a login account and local administrative privileges as
Tyler may reasonably require to perform remote services. Tyler will, at its option, use the secure
connection to assist with proper diagnosis and resolution, subject to any reasonably applicable security
protocols. If Tyler cannot resolve a support issue remotely,Tyler may be required to provide onsite
services. In such event,Tyler will be responsible for its travel expenses, unless it is determined that the
reason onsite support was required was a reason outside Tyler's control. Either way, Client agrees to
provide Tyler with full and free access to the Tyler Software; working space; adequate facilities within a
reasonable distance from the equipment; and use of machines, attachments,features, or other
equipment reasonably necessary for Tyler to provide the maintenance and support services, all at no
charge to Tyler. Tyler strongly recommends that Client also maintain its VPN for backup connectivity
purposes.
For the avoidance of doubt, SaaS Fees do not include the following services: (a) onsite support (unless
Tyler cannot remotely correct a Defect in the Tyler Software,as set forth above); (b) application design;
(c) other consulting services; or(d) support outside our normal business hours as listed in our then-
current Support Call Process. Requested services such as those outlined in this section will be billed to
Client on a time and materials basis at Tyler's then current rates. Client must request those services
with at least one (1) weeks' advance notice.
10. Change Orders.
10.1 Client Initiated. In the event that Client desires to modify or amend the Statement of Work,
Client will work with Tyler to initiate a change order to Tyler noting the general scope,
deliverables, and timeline requirements for the services requested.Tyler shall timely respond in
writing, providing a specific recommendation for the solution, and providing Client with a not-
to-exceed cost for the work proposed in the change order, if applicable.Tyler's written response
will include sufficient detail to evaluate the response, including, as appropriate, a breakdown of
the number of staff hours, level of personnel needed to effect this change, and technical design
information for the proposed solution.There shall be no charge for the preparation of this
response. Client's submission of an unsolicited change order request to Tyler does not modify or
amend the Statement of Work in any way and creates no Tyler obligations whatsoever.
10.2 Tyler Initiated. In the event that Tyler desires to modify or amend the Statement of
Work,Tyler may submit an unsolicited change order request to Client for Client's consideration.
Tyler's submission of an unsolicited change order request to Client does not modify or amend
the Statement of Work in any way and creates no Client obligations whatsoever.
10.3 Approval. A party's approval for any modification or amendment to the Statement of
Work will be indicated solely through that party's 's written approval of a specific change order.
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10.4 Service Out of Scope. In the event Tyler believes that Client is requiring work outside the
scope of the Agreement requirements,Tyler shall provide notice to Client and a description of
the work requested that Tyler considers to be outside the scope of the Agreement
requirements.
10.5 During the pendency of a change order request,the parties shall continue
without stoppage of work. For clarification, and not as a limitation, unreasonably stopping
work during the pendency of a change order request may be considered a material breach.
10.6 All change order requests will be in writing and approved by both parties and will be
treated as an amendment to this Agreement pursuant to its terms.
11. Personnel.Tyler warrants that it will maintain an adequate staff of experienced and qualified
employees for efficient performance under this Agreement. In the event Tyler personnel provide
services not conforming to the services warranties in this Agreement,Tyler will be given a
reasonable opportunity to correct the deficiency.The parties agree that a reasonable opportunity
shall not exceed seven (7) days. Once Tyler has had a reasonable opportunity to correct the
deficiency, if the deficiency persists,then Client may provide written notice to Tyler, demanding that
the Tyler personnel be removed. In such a case,Tyler will provide a replacement, at no additional
cost to Client, with sufficient experience and project knowledge to perform services as required in
this Agreement.Such replacement shall be provided within a commercially reasonable time, not to
exceed thirty (30) days or, in the event Tyler disagrees with Client's demand,the matter shall be
referred to the Dispute Resolution Process of this Agreement.
SECTION D—THIRD PARTY PRODUCTS
1. Third Party Hardware. Tyler will sell, deliver, and install onsite the Third Party Hardware, if Client
has purchased any,for the price set forth in the Investment Summary. Those amounts are payable
in accordance with Tyler's Invoicing and Payment Policy.
2. Third Party Software. As part of the SaaS Services, Client will receive access to the Third Party
Software and related documentation for internal business purposes only. Client's rights to the Third
Party Software will be governed by the Third Party Terms.
3. Third Party Products Warranties.
3.1 Tyler is authorized by each Developer to grant access to the Third Party Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, Client will receive
free and clear title to the Third Party Hardware.
3.3 Client acknowledges that Tyler is not the manufacturer of the Third Party Products. Tyler does
not warrant or guarantee the performance of the Third Party Products. However, Tyler grants
and passes through to Client any warranty from the Developer or supplier of the Third Party
Products.
4. Third Party Services. If Client has purchased Third Party Services,those services will be provided
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independent of Tyler by such third-party at the rates set forth in the Investment Summary and in
accordance with Tyler's Invoicing and Payment Policy.
SECTION E- INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. Tyler will invoice Client the SaaS Fees and fees for other professional
services in the Investment Summary per Tyler's Invoicing and Payment Policy, subject to Section
E(2).
2. Invoice Disputes. If Client believes any delivered software or service does not conform to the
warranties in this Agreement, Client will provide Tyler with written notice within thirty(30) days of
Client's receipt of the applicable invoice. The written notice must contain reasonable detail of the
issues in dispute so that Tyler can confirm the issue and respond to the notice with either a
justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in the notice. Tyler will work with Client as may be necessary to develop an action plan
that outlines reasonable steps to be taken by each party to resolve any issues presented in the
notice. Client may withhold payment of the amount(s) actually in dispute, and only those amounts,
until Tyler completes the action items outlined in the plan. If Tyler is unable to complete the action
items outlined in the action plan because of Client's failure to complete the items agreed to be done
by Client,then Client will remit full payment of the invoice. Tyler reserves the right to suspend
delivery of all SaaS Services, including maintenance and support services, if client fails to pay an
invoice not disputed as described above within thirty (30) days of notice of Tyler's intent to do so.
SECTION F—TERM AND TERMINATION
1. Term. The initial term of this Agreement is ten (10)years from the first day of the first month
following the Effective Date. Upon expiration of the initial term,this Agreement will renew
automatically for additional one (1)year renewal terms at Tyler's then-current SaaS Fees unless
terminated in writing by either party at least sixty(60) days prior to the end of the then-current
renewal term. Client's right to access or use the Tyler Software and the SaaS Services will terminate
at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
Client will pay for all undisputed fees and expenses related to the software, products, and/or
services received, incurred, or delivered, prior to the effective date of termination. Disputed fees
and expenses in all terminations other than Client's termination for cause must have been
submitted as invoice disputes in accordance with Section E(2).
2.1 Failure to Pay SaaS Fees. Client acknowledges that continued access to the SaaS Services is
contingent upon timely payment of SaaS Fees. If Client fails to timely pay the SaaS Fees,Tyler
may discontinue the SaaS Services.. Tyler may also terminate this Agreement unless Client
cures such failure to pay within forty-five (45) days of receiving written notice of Tyler's intent to
terminate.
2.2 For Cause. If Client believes Tyler has materially breached this Agreement, Client will invoke the
Dispute Resolution clause set forth in Section H(3). Client may terminate this Agreement for
cause in the event Tyler does not cure, or create a mutually agreeable action plan to address, a
material breach of this Agreement within the thirty (30) day window set forth in Section H(3).
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2.3 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the SaaS Services for a period of forty-five (45) days or more. In such
event, the terminating party must give the other party fifteen (15) days' notice prior to the
effective date of the termination.
2.4 Lack of Appropriations. If Client should not appropriate or otherwise make available funds
sufficient to utilize the SaaS Services, Client may unilaterally terminate this Agreement upon
thirty(30) days' written notice. Client will not be entitled to a refund or offset of previously
paid, but unused SaaS Fees. Client agrees not to use termination for lack of appropriations as a
substitute for termination for convenience.
2.5 Fees for Termination Without Cause During Initial Term. If Client terminates this Agreement
during the initial term for any reason other than pursuant to Sections F (2.2), (2.3), or(2.4 or
Section G (1.3), or if Tyler terminates this Agreement during the initial term for Client's failure to
pay SaaS Fees, Client will pay for all undisputed fees and expenses related to the software,
products, and/or services received, incurred, or delivered, prior to the effective date of
termination and Client will not be entitled to a refund or offset of previously paid, but unused
SaaS Fees.
2.6 Provision of Client Data. In the event of termination or expiration of this Agreement,Tyler shall
promptly, and at no additional cost to Client, make all Client Data available to Client in the form
of the copy of Client's then-current database format hosted by Tyler(currently SQL) or such
other format as Tyler and Client may agree, provided through Tyler's FTP server or such other
secure method reasonably selected by Tyler.Tyler will also make available to Client the data
dictionary(or its equivalent) for Tyler Software licensed under this Agreement. Such provision
may be accompanied by a requirement that Client not disclose any Tyler trade secret,
proprietary or confidential information to third parties.
2.7 Transition Services.Tyler will reasonably cooperate in providing transition services to Client.
Any such services will be at Tyler's then-current rates. Cost and scope of services will be
mutually agreed in advance.
SECTION G—INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 Tyler agrees to defend Client against any third party claim(s)that the Tyler Software or
Documentation infringes that third party's patent, copyright, or trademark, or misappropriates
its trade secrets, and will pay the amount of any resulting adverse final judgment(or settlement
to which Tyler consents). Client must notify Tyler promptly in writing of the claim and give Tyler
sole control over its defense or settlement. Client agrees to provide Tyler with reasonable
assistance,cooperation, and information in defending the claim at Tyler's expense.
1.2 Tyler's obligations under Section G(1) of this Agreement will not apply to the extent the claim or
adverse final judgment is based on Client's use of the Tyler Software in contradiction of this
Agreement, including with non-licensed third parties, or Client's willful infringement.
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1.3 If Tyler receives information concerning an infringement or misappropriation claim related to
the Tyler Software,Tyler may, at its expense and without obligation to do so, either: (a) procure
for Client the right to continue the Tyler Software's use; (b) modify the Tyler Software to make it
non-infringing; or(c) replace the Tyler Software with a functional equivalent, in which case
Client will stop running the allegedly infringing Tyler Software immediately. Alternatively,Tyler
may decide to litigate the claim to judgment, in which case Client may continue to use the Tyler
Software consistent with the terms of this Agreement. Notwithstanding, Client may terminate
this Agreement if Tyler elects option (c) and Client is not satisfied with the functional equivalent
provided.
1.4 If an infringement or misappropriation claim is fully litigated and Client's use of the Tyler
Software is enjoined by a court of competent jurisdiction, in addition to paying any adverse final
judgment (or settlement to which Tyler consents),Tyler will, at its option, either: (a) procure the
right to continue the Tyler Software's use; (b) modify the Tyler Software to make it non-
infringing; or(c) replace the Tyler Software with a functional equivalent. This section provides
Client's exclusive remedy for third party copyright, patent, or trademark infringement and trade
secret misappropriation claims.
2. General Indemnification.
2.1 Tyler will indemnify and hold harmless Client and its agents, officials, employees, and
insurers from and against any and all third-party claims, losses, liabilities, damages, costs, and
expenses (including reasonable attorney's fees and costs)for (a) personal injury or property
damage to the extent caused by Tyler's negligence or willful misconduct; or(b) Tyler's violation
of PCI-DSS requirements or a law applicable to its performance under this Agreement. Client
must notify Tyler promptly in writing of the claim and give Tyler sole control over its defense or
settlement. Client agrees to provide Tyler with reasonable assistance, cooperation, and
information in defending the claim at Tyler's expense.
2.2 To the extent permitted by applicable law and subject to the limits of the Oregon Tort Claims
Act, Client will indemnify and hold harmless Tyler and its agents, officials, and employees from
and against any and all third-party claims, losses, liabilities, damages, costs, and expenses
(including reasonable attorney's fees and costs)for personal injury or property damage to the
extent caused by Client's negligence or willful misconduct; or(b) Client's violation of a law
applicable to its performance under this Agreement.Tyler will notify Client promptly in writing
of the claim and will give Client sole control over its defense or settlement. Tyler agrees to
provide Client with reasonable assistance, cooperation, and information in defending the claim
at Client's expense.
3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,TYLER HEREBY DISCLAIMS ALL OTHER
WARRANTIES AND CONDITIONS,WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT
NOT LIMITED TO,ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS
AGREEMENT,TYLER'S LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER
BASED ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY,
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SHALL BE LIMITED TO CLIENT'S ACTUAL DIRECT DAMAGES, NOT TO EXCEED(A) DURING THE
INITIAL TERM,AS SET FORTH IN SECTION F(1),TOTAL FEES PAID AS OF THE TIME OF THE CLAIM;
OR (B) DURING ANY RENEWAL TERM,THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT
RENEWAL TERM. THE PARTIES ACKNOWLEDGE AND AGREE THAT THE PRICES SET FORTH IN THIS
AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY AND TO THE MAXIMUM
EXTENT ALLOWED UNDER APPLICABLE LAW,THE EXCLUSION OF CERTAIN DAMAGES,AND EACH
SHALL APPLY REGARDLESS OF THE FAILURE OF AN ESSENTIAL PURPOSE OF ANY REMEDY. THE
FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO
SECTIONS G(1)AND G(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL A PARTY BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF THE PARTY HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement,Tyler agrees to maintain
the following levels of insurance: (a) Commercial General Liability of at least$2,000,000 in aggregate
coverage; (b)Automobile Liability of at least$1,000,000; (c) Professional Liability (inclusive of Cyber
and Privacy of Liability coverage) of at least$3,000,000; (d) Workers Compensation complying with
applicable statutory requirements; and (e) Excess/Umbrella Liability of at least$5,000,000. Tyler
will add Client, its officers, agents, and employees, as an additional insured to Tyler's Commercial
General Liability and Automobile Liability policies,which will automatically add Client as an
additional insured to the Excess/Umbrella Liability policy as well. Tyler will provide Client with
copies of certificates of insurance upon Client's written request within thirty(30) days of the
Effective Date. Thereafter,Tyler shall provide thirty(30) days' written notice to Client of any
cancellation, nonrenewal,termination, material change or reduction in coverage that results in Tyler
not complying with the minimum insurance requirements of this Agreement.The stipulated limits of
coverage above shall not be construed as a limitation of any potential liability.
SECTION H—GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. Client may purchase additional products and services at the rates
set forth in the Investment Summary for thirty-six(36) months from the Effective Date by executing
a mutually agreed addendum. If no rate is provided in the Investment Summary, or those thirty-six
(36) months have expired, Client may purchase additional products and services at Tyler's then-
current list price, also by executing a mutually agreed addendum. The terms of this Agreement will
control any such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for thirty-six(36) months from the Effective Date. Pricing for Tyler's API's and API services,
as described in Section B (8.2) of this Agreement will be $5,000 per API for five years from the
Effective Date.
3. Dispute Resolution. The parties agree to provide the other party with written notice within thirty
(30)days of becoming aware of a dispute. The parties agree to cooperate in trying to reasonably
resolve all disputes, including, if requested by either party, appointing a senior representative to
meet and engage in good faith negotiations with the appointed senior representatives. Senior
representatives will convene within thirty (30) days of the written dispute notice, unless otherwise
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agreed. All meetings and discussions between senior representatives will be deemed confidential
settlement discussions under Federal Rule of Evidence 408 or any similar applicable state rule, but
may be subject to applicable Oregon Public Records Law. If the parties fail to resolve the dispute,
then the parties shall participate in non-binding mediation in an effort to resolve the dispute. If the
dispute remains unresolved after mediation,then either party may pursue action at law or equity.
Any action or suit involving any question arising under this Agreement must be brought in
Washington County Circuit Court for state claims or the United States District Court for the District
of Oregon in Portland for federal claims. Nothing in this section shall prevent Client or Tyler from
seeking necessary injunctive relief during the dispute resolution procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including,without limitation,
sales, use, or excise tax. If Client is a tax-exempt entity, Client agrees to provide Tyler with a tax-
exempt certificate. Otherwise, Tyler will pay all applicable taxes to the proper authorities and Client
will reimburse Tyler for such taxes. If Client has a valid direct-pay permit, Client agrees to provide a
copy to Tyler. For clarity,Tyler is responsible for paying its income taxes, both federal and state, as
applicable, arising from its performance of this Agreement.
5. Nondiscrimination. Tyler will not discriminate against any person employed or applying for
employment concerning the performance of its responsibilities under this Agreement. This
discrimination prohibition will apply to all matters of initial employment,tenure, and terms of
employment, or otherwise with respect to any matter directly or indirectly relating to employment
concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that
is unrelated to the individual's ability to perform the duties of a particular job or position, height,
weight, marital status, veteran status, or political affiliation. Tyler will post,where appropriate, all
notices related to nondiscrimination as may be required by applicable law.
6. E-Verify. Tyler has complied, and will comply,with the E-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of its employees assigned to Client's
project.
7. Subcontractors. Tyler will not subcontract any services under this Agreement without Client's prior
written consent, not to be unreasonably withheld.
8. Binding Effect; No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
the parties' successor(s) or permitted assign(s). Neither party may assign this Agreement without
the prior written consent of the other party; provided, however, Client's consent is not required for
an assignment by Tyler as a result of a corporate reorganization, merger, acquisition, or purchase of
substantially all of Tyler's assets.
9. Force Majeure. Except for Client's payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however,that within ten (10) business days of the Force Majeure event,the
party whose performance is delayed provides the other party with written notice explaining the
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of the
parties. No third party will be deemed a beneficiary of this Agreement, and no third party will have
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the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third Party Terms.
11. Entire Agreement; Amendment. This Agreement represents the entire agreement between the
parties with respect to the subject matter hereof, and supersedes any prior agreements,
understandings, and representations,whether written, oral, expressed, implied, or statutory.
Purchase orders submitted by Client, if any, are for its internal administrative purposes only, and the
terms and conditions contained in those purchase orders will have no force or effect. This
Agreement may only be modified by a written amendment signed by an authorized representative
of each party. The Statement of Work may be amended by mutual written agreement of Client's IT
Manager and Tyler's Project Manager.
12. Severability. If any term or provision of this Agreement is held invalid or unenforceable by a court of
competent jurisdiction,the remainder of this Agreement will be considered valid and enforceable to
the fullest extent permitted by law.
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
by either party, such non-enforcement will not act as or be deemed to act as a waiver or
modification of this Agreement, nor will such non-enforcement prevent such party from enforcing
each and every term of this Agreement thereafter.
14. Independent Contractor. Tyler is an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part of this Agreement,such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and will be deemed delivered upon the earlier of the
following: (a) actual receipt by the receiving party; (b) upon receipt by sender of a certified mail,
return receipt signed by an employee or agent of the receiving party; (c) upon receipt by sender of
proof of email delivery; or(d) if not actually received, five (5) days after deposit with the United
States Postal Service authorized mail center with proper postage (certified mail, return receipt
requested)affixed and addressed to the other party at the address set forth on the signature page
hereto or such other address as the party may have designated by proper notice. The consequences
for the failure to receive a notice due to improper notification by the intended receiving party of a
change in address will be borne by the intended receiving party. Notice shall be given:
If to Tyler: Tyler Technologies, Inc.
Attn: Chief Legal Officer
One Tyler Drive
Yarmouth, ME 04096
If to Client: City of Tigard
Attn: City Attorney
13125 SW Hall Blvd.
Tigard, OR 97223
16. Client Lists. Client agrees that Tyler may identify Client by name in client lists, marketing
presentations, and promotional materials.
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17. Confidentiality.
17.1 Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that
disclosure of such information could violate rights to private individuals and entities,
including the parties. Confidential information is nonpublic information that a reasonable
person would believe to be confidential and includes, without limitation, personal
identifying information (e.g.,social security numbers) and trade secrets, each as defined by
Oregon law. Each party agrees that it will not disclose any confidential information of the
other party and further agrees to take all reasonable and appropriate action to prevent such
disclosure by its employees or agents. The confidentiality covenants contained herein will
survive the termination or cancellation of this Agreement. This obligation of confidentiality
will not apply to information that:
17.1.1 is in the public domain, either at the time of disclosure or afterwards, except by
breach of this Agreement by a party or its employees or agents;
17.1.2 a party can establish by reasonable proof was in that party's possession at the
time of initial disclosure;
17.1.3 a party receives from a third party who has a right to disclose it to the receiving
party;
17.1.4 is the subject of a legitimate disclosure request under Oregon Public Records
Law, or as required by law, administrative or judicial process, or as compelled by
governmental authority. Prior to any disclosure under Oregon Public Records
Law, Client will give Tyler prompt written notice of such request. Tyler shall
have seven (7) business days from the date it receives such notice to provide
evidence of a statutory exemption under applicable law sufficient to protect the
information or obtain a protective order or equivalent from a court of
competent jurisdiction. If information is disclosed pursuant to a request under
Oregon Public Records Law, Client will take reasonable steps to limit any such
provision of confidential information to the specific information requested.The
parties understand and agree that the failure by Tyler to timely respond to the
notice provided by Client may result in the disclosure of the requested
information pursuant to Oregon Public Records Law. Such disclosures shall not
be considered a breach of any confidentiality provisions set forth in this
Agreement, or information which the receiving party establishes was developed
independently of confidential information furnished to it.
17.2 Security Incident or Data Breach Notification.
17.2.1 Tyler shall provide notice to Client of any security incident or data breach
directly related to Client Data within the possession or control of Tyler if and to
the extent required (and in accord with the timelines) by applicable state data
breach notification laws.Tyler warrants it shall not notify Client residents or
customers in advance of providing notice to the Client unless and only to the
extent required by applicable state data breach notification laws.
17.2.2 Incident Response: Tyler may need to communicate with outside parties
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regarding a security incident,which may include contacting law enforcement,
fielding media inquiries and seeking external expertise as defined by law.
17.2.3 Breach Reporting Requirements: If Tyler has actual knowledge of a confirmed
Client Data breach that affects the security of any Client Data that is subject to
applicable data breach notification law,Tyler shall (1) promptly notify the
appropriate Client identified Contact if and to the extent required by applicable
state data breach notification law, (2)take commercially reasonable measures
to address the Client Data breach in a timely manner, (3) investigate and resolve
the Client Data breach, keeping the Client reasonably informed as to actions
taken in response to such breach and remedial actions taken to correct or
prevent additional breaches of security; and (4) promptly implement necessary
remedial measures.
18. Business License. Tyler 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 31st 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.
19. Governing Law. The provisions of this contract shall be governed by and construed in accordance
with the laws of the State of Oregon.
20. Compliance with Laws.
20.1 General Terms. The following laws of the State of Oregon are hereby incorporated by
reference into the Agreement: ORS 279B.220, 279B.230, and 279B.235.
20.2 Compliance with Tax Laws. Tyler represents and warrants that Tyler 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. Tyler's failure to comply with the tax laws of
this state or a political subdivision of this state before Tyler executed this Agreement or during
the term of this Agreement is a default for which Client may terminate this Agreement and
seek damages and other relief available under the terms of this Agreement or applicable law.
21. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic,faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
22. Cooperative Procurement. To the maximum extent permitted by applicable law,Tyler agrees that
this Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. Tyler
reserves the right to negotiate and customize the terms and conditions set forth herein, including
but not limited to pricing,to the scope and circumstances of that cooperative procurement.
23. Contract Documents. This Agreement includes the following exhibits:
Exhibit A Investment Summary
Schedule 1:Tyler Munis
Schedule 2: Incode
Schedule 3:Tyler Payments
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Schedule 4: Brazos (optional products and services)
Exhibit B Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C Service Level Agreement
Schedule 1: Support Call Process
Exhibit D DocOrigin End User License Agreement
Exhibit E Web Services Agreement
Exhibit F Tyler Payments Terms and Conditions
Exhibit G Statements of Work
In the event of a conflict between the Agreement and any exhibit,the Agreement shall govern. In the
event of any conflict between Exhibit B,the Invoicing and Payment Policy and Exhibit A and the related
schedules,the terms stated in Exhibit B shall take precedence, unless otherwise stated in Exhibit B.
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as
of the date(s) set forth below.
Tyler Technologies, Inc. City of Tigard
By: _�'_,�G By:
Name: -7-T:17-6--
Sherry Clark Name:Kathy Nyland
Sr. Corporate Attorney Assistant City Manager
Title: Title:
9/25/2020 9/28/2020
Date: Date:
Approved as to Form:
void
By:
City l torney
Date: 9/28/2020
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Exhibit A
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Exhibit A
Investment Summary
The following Investment Summaries detail the software and services to be delivered by Tyler to Client
under the Agreement. The Investment Summaries are effective as of the Effective Date. Capitalized
terms not otherwise defined will have the meaning assigned to such terms in the Agreement.
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Exhibit A
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Exhibit A, Schedule 1
Investment Summary
The following Investment Summary details the software and services to be delivered by Tyler to Client
under the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized terms
not otherwise defined will have the meaning assigned to such terms in the Agreement.
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• Quoted By:
•••*.••• tyler Date:
•• technologies Quote Expiration:
Quote Name:
Quote Number:
Quote Description:
Sales Quotation For
City of Tigard
13125 SW Hall Blvd Ste A
Tigard,OR 97223-8167
Phone+1 (503)718-2406
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 1 of 11
SaaS
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 2 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 3 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 4 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 5 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 6 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 7 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 8 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 9 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 10 of 11
2019-72575-6-City of Tigard-Contract Investment Summary(SaaS)v.6 082120 CONFIDENTIAL 11 of 11
Exhibit A
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Exhibit A, Schedule 2
Investment Summary
The following Investment Summary details the software and services to be delivered by Tyler to Client
under the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized terms
not otherwise defined will have the meaning assigned to such terms in the Agreement.
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• Quoted By:
• ••• • tyler Quote Expiration:
•••
•• Quote Name:
•• technologies
Quote Number:
Quote Description:
Sales Quotation For
City of Tigard
13125 SW Hall Blvd Ste A
Tigard ,OR 97223-8167
Phone:+1 (503)718-2406
2020-102692-2-Municipal Court-SaaS CONFIDENTIAL 1 of 3
Total: $23,200
2020-102692-2-Municipal Court-SaaS CONFIDENTIAL 2 of 3
2020-102692-2-Municipal Court-SaaS CONFIDENTIAL 3 of 3
Exhibit A
•
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Exhibit A, Schedule 3
Investment Summary
The following Investment Summary details the software and services to be delivered by Tyler to Client
under the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized terms
not otherwise defined will have the meaning assigned to such terms in the Agreement.
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City of
Tigard, Oregon
Tyler Enterprise & Payments
Monthly&Annualized Costs
Description Cost
Access to City Administration
Monthly Cost—To brand,customize,access reports and $0.00
payment data with unlimited logins,support and upgrades
to Enterprise&Tyler Payments
Development Costs
One Time Cost—complete integration into Tyler billing and $0.00
cashiering platforms
Customized Marketing
Annual Cost—assistance with the crafting of marketing No Cost
materials for your City and residents to help increase initial
usage and continued adoption
Training and Support
Monthly Cost—continued training and support to ensure a $$7-9.00
successful launch and continued success of the Tyler $0.00
Payments,Enterprise platform
Electronic Payment Costs to Payer
Card Cost—per non-utility card transaction with Visa, 2.95%
MasterCard,Discover and AMEX $1.95 minimum
Utility Card Cost—per utility card transaction with Visa, $3.95
MasterCard,Discover $300 Cap*
eCheck Cost Cost—per electronic check transaction $1.95
Electronic Payment Costs if City Chooses to Absorb Fees
Card Cost—per card transaction with Visa, MasterCard, $.75
Discover,AMEX optional,plus interchange and card brand
fees
eCheck Cost—per electronic check transaction $1.50
Miscellaneous Costs
Incode Court Fee—per transaction for site maintenance and $1.25
support passed to City or payer
Credit Card Charaebacks—if a card payer disputes a $10
transaction at the card issuing bank(e.g.stolen card)
eCheck Rejects—when an echeck transaction comes back as $5
declined(typically client will charge their own reject fee to
the payer)
Card Terminals—per device,per month.Covers encryption, $25
service,maintenance and support
*Tyler Payments will work with the City on a cap that works best,if the transaction is larger than the cap,a second transaction would need to be ran
Accepted by the City of Tigard,OR Accepted by Tyler Technologies
Printed Name: Printed Name:
•
Title: Title:
Date: Date:
Signature: . Signature:
*Please note that additional paperwork will be required to open merchant account or accounts for payment processing,a representative of Tyler Payments will reach out to
help with this process.By signing this document,the City of Tigard,OR,agrees to the Payment Card Processina Aareement attached.A nominal increase on absorbed card
transactions may apply annually to account for increased processing costs.
Empowering people who serve the public ••• tyler
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C 2420 Tyler Technologies,lac,All rights reeerveo
Exhibit A
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Exhibit A, Schedule 4
Investment Summary
The following Investment Summary details the optional software and services to be delivered by Tyler to
Client under the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized
terms not otherwise defined will have the meaning assigned to such terms in the Agreement.
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• Quoted By:
••••• tyler Quote Expiration:
••••• Quote Name:
• technologies
Quote Number:
Quote Description:
Sales Quotation For
City of Tigard Police Department
13125 SW Hall Blvd Ste A
Tigard ,OR 97223-8188
Phone: +1 (503)639-6168
2020-113629-5 Year SAAS-Site License for eCitation and eCrash with Zebra ZQ520 Printers CONFIDENTIAL 1 of 3
2020-113629-5 Year SAAS-Site License for eCitation and eCrash with Zebra ZQ520 Printers CONFIDENTIAL 2 of 3
2020-113629-5 Year SAAS-Site License for eCitation and eCrash with Zebra ZQ520 Printers CONFIDENTIAL 3 of 3
Exhibit B
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Exhibit B
Invoicing and Payment Policy
Tyler will provide Client with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicing: Tyler will invoice Client for the applicable software and services in the Investment Summary
as set forth below. Client's rights to dispute any invoice are set forth in the Agreement.
1 SaaS Fees. SaaS Fees are invoiced on a quarterly basis, beginning on the commencement of the
initial term as set forth in Section F (1) of this Agreement. Client's quarterly SaaS fees for the initial
term are set forth below. Upon expiration of the initial term, Client's SaaS fees will be invoiced
annually in advance at Tyler's then-current rates.
• Quarterly SaaS Fees are invoiced on the first day of each quarter as shown in the table below:
20-Oct 41,532.08
21-Jan 59,244.53
21-Apr 65,451.61
21-Jul 65,451.61
21-Oct 77,140.14
22-Jan 106,797.17
22-Apr 106,797.17
22-Jul 111,054.17
22-Oct 112,424.42
23-Jan 124,670.25
23-Apr 124,670.25
23-Jul 124,670.25
23-Oct 124,670.25
24-Jan 124,670.25
24-Apr 124,670.25
24-Jul 124,670.25
24-Oct 124,670.25
25-Jan 124,670.25
25-Apr 124,670.25
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Exhibit B
25-Jul 124,670.25
25-Oct 124,670.25
26-Jan 124,670.25
26-Apr 124,670.25
26-Jul 124,670.25
26-Oct 128,410.36
27-Jan 128,410.36
27-Apr 128,410.36
27-Jul 128,410.36
27-Oct 128,410.36
28-Jan 128,410.36
28-Apr 128,410.36
28-Jul 128,410.36
28-Oct 128,410.36
29-Jan 128,410.36
29-Apr 128,410.36
29-Jul 128,410.36
29-Oct 128,410.36
30-Jan 128,410.36
30-Apr 128,410.36
30-Jul 128,410.36
2 Other Tyler Software and Services.
2.1 VPN Device:The fee for the VPN device will be invoiced upon installation of the VPN.
2.2 Implementation and Other Professional Services (including training): Implementation and other
professional services (including training) are billed and invoiced as delivered, on a monthy basis,
at the rates set forth in the Investment Summary. Tyler will invoice the Client at the rates set
forth in Investment Summary for Professional Services through the completion of
implementation.
2.3 Consulting Services: If Client purchased any Business Process Consulting services quoted as
fixed-fee services, such services will be invoiced 50% upon Client's acceptance of the Best
Practice Recommendations, by module, and 50% upon Client's acceptance of custom
desktop procedures, by module. If Client purchased any Business Process Consulting
services quoted as an estimate,then Tyler will bill for the actual services delivered on a time
and materials basis.
2.4 Conversions: Fixed-fee conversions are invoiced 50% upon initial delivery of the converted
Data, by conversion option, and 50% upon Client acceptance to load the converted Data into
Live/Production environment, by conversion option. Where conversions are quoted as
estimated,Tyler will bill for the actual services delivered on a time and materials basis.
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Exhibit B
2.5 Requested Modifications to the Tyler Software: Requested modifications to the Tyler
Software are invoiced 50%upon delivery of specifications and 50% upon delivery of the
applicable modification. Client must report any failure of the modification to conform to the
specifications within thirty(30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed. Client may
still report Defects as set forth in this Agreement.
Other Fixed Price Services: Other fixed price services are invoiced as delivered, at the rates set forth in
the Investment Summary. For the avoidance of doubt, where "Project Planning Services" are provided,
payment will be due upon delivery of the Implementation Planning document.
3 Third Party Products.
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when Tyler makes the software available for downloading.
3.2 Third Party Software Maintenance:The first year maintenance for the Third Party Software
is invoiced when Tyler makes the software available for downloading.
3.3 Third Party Hardware:Third Party Hardware costs, if any, are invoiced upon delivery.
3.4 Third Party Services: Fees for Third Party Services, if any, are invoiced as delivered, along
with applicable expenses, at the rates set forth in the Investment Summary.
3.5 Tyler Notify Minutes and Messages:Tyler Notify Minutes and Messages are invoiced when
Tyler makes Tyler Notify installed and available to Client. Subsequent fees for minutes and
messages, at Tyler's then-current rates, will be due when Client requests additional minutes
and messages and they are made available.
4 Expenses. The service rates in the Investment Summary do not include travel expenses. Expenses
for Tyler delivered services will be billed as incurred and only in accordance with Tyler's then-current
Business Travel Policy, plus a 10%travel agency processing fee. Tyler's current Business Travel
Policy is attached to this Exhibit B at Schedule 1. Copies of receipts will be provided upon request..
Receipts for miscellaneous items less than twenty-five dollars and mileage logs are not available.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. Tyler
prefers to receive payments electronically:
Bank: Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
ABA: 121000248
Account: 4124302472
Beneficiary: Tyler Technologies, Inc.—Operating
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Exhibit B
Schedule 1
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Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations &Tickets
The Travel Management Company(TMC) used by Tyler will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does not add
more than three hours to the employee's total trip duration and the fare is within $100(each way)
of the lowest logical fare. If a net savings of$200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee's total trip duration,the connecting flight
should be accepted.
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two(2) weeks in advance of commitments. A seven (7) day advance booking requirement is
mandatory. When booking less than seven (7)days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is six(6) or more
consecutive hours in length, only economy or coach class seating is reimbursable. Employees shall
not be reimbursed for"Basic Economy Fares" because these fares are non-refundable and have
many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days = one (1) checked bag
• Six (6) or more days=two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
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Exhibit B
Schedule 1
2. Ground Transportation
A. Private Automobile
Mileage Allowance—Business use of an employee's private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a "mid-size" or"intermediate" car. "Full" size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; except for employees traveling to Alaska and internationally (excluding Canada),
additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the
airport,tips are included in the per diem rates and will not be reimbursed separately.
D. Parking&Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used. For
extended trips that would result in excessive parking charges, public transportation to/from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3. Lodging
Tyler's TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel,the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
"No shows" or cancellation fees are not reimbursable if the employee does not comply with the
hotel's cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
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Exhibit B
Schedule 1
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb,VRBO,
and HomeAway. Employees who elect to make such reservations shall not be reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S. are in
accordance with the federal per diem rates published by the General Services Administration.
Incidental expenses include tips to maids, hotel staff,and shuttle drivers and other minor travel
expenses. Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of State and will be determined as required.
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon Lunch and dinner
Depart after 12:00 noon Dinner
Return Day
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and lunch
Return after 7:00 p.m.* Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for individual meals are calculated as a percentage of the full day per diem
as follows:
Breakfast 15%
Lunch 25%
Dinner 60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
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Exhibit B
Schedule 1
5. Internet Access—Hotels and Airports
Employees who travel may need to access their e-mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If
an employee's hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for
internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the "lowest practical coach fare" with the exception of flights that are
six (6)or more consecutive hours in length. In such event,the next available seating class above
coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for photo fees,
application fees, and execution fees when obtaining a new passport book, but fees related to
passport renewals are not reimbursable. Visa application and legal fees,entry taxes and departure
taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested by the
U.S. Department of Health & Human Services for travel to specific countries, is reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this section.
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Exhibit C
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Exhibit C
SERVICE LEVEL AGREEMENT
I. Agreement Overview
This SLA operates in conjunction with, and does not supersede or replace any part of,the Agreement. It
outlines the information technology service levels that Tyler will provide to ensure the availability of the
application services that Client has requested. All other support services are documented in the Support
Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the Agreement.
Attainment: The percentage of time the Tyler Software is available during a calendar quarter, with
percentages rounded to the nearest whole number.
Client Error Incident:Any service unavailability resulting from Client's applications, content or equipment,
or the acts or omissions of any of Client's service users or third-party providers over whom Tyler exercises
no control.
Downtime: Those minutes during which the Tyler Software is not available for use. Downtime does not
include those instances in which only a Defect is present.
Service Availability: The total number of minutes in a calendar quarter that the Tyler Software is capable
of receiving, processing, and responding to requests, excluding maintenance windows, Client Error
Incidents and Force Majeure.
Ill. Service Availability
The Service Availability of the Tyler Software is intended to be 24/7/365. Tyler sets Service Availability
goals and measures whether it has met those goals by tracking Attainment.
a. Client's Responsibilities
Whenever Client experiences Downtime, Client must make a support call according to the procedures
outlined in the Support Call Process. Client will receive a support incident number.
Client must document,in writing,all Downtime experienced during a calendar quarter. Client must deliver
such documentation to Tyler within 30 days of a quarter's end.
The documentation Client provides must evidence the Downtime clearly and convincingly. It must
include,for example,the support incident number(s)and the date,time and duration of the Downtime(s).
b. Tyler's Responsibilities
When Tyler's support team receives a call from Client that Downtime has occurred or is occurring, Tyler
will work with Client to identify the cause of the Downtime (including whether it may be the result of a
Client Error Incident or Force Majeure). Tyler will also work with Client to resume normal operations.
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Exhibit C
Upon timely receipt of Client's Downtime report, Tyler will compare that report to its own outage logs
and support tickets to confirm that Downtime for which Tyler was responsible indeed occurred.
Tyler will respond to Client's Downtime report within 30 day(s) of receipt. To the extent Tyler has
confirmed Downtime for which it is responsible,Tyler will provide Client with the relief set forth below.
c. Client Relief
When a Service Availability goal is not met due to confirmed Downtime,Tyler will provide Client with relief
that corresponds to the percentage amount by which that goal was not achieved,as set forth in the Client
Relief Schedule below.
Notwithstanding the above, the total amount of all relief that would be due under this SLA per quarter
will not exceed 10% of one quarter of the then-current SaaS Fee. The total credits confirmed in one or
more quarters of a billing cycle will be applied to the SaaS Fee for the next billing cycle. Issuing of such
credit does not relieve Tyler of its obligations under the Agreement to correct the problem which created
the service interruption.
Every quarter, Tyler will compare confirmed Downtime to Service Availability. In the event actual
Attainment does not meet the targeted Attainment, the following Client relief will apply, on a quarterly
basis:
Targeted Attainment Actual Attainment Client Relief
100% 99.99%-99.50% Remedial action will be taken
100% 99.49%-98.50% 2%
100% 98.49%-97.50% 4%
100% 97.49%-96.50% 6%
100% 96.49%-95.50% 8%
100% Below 95.50% 10%
Client may request a report from Tyler that documents the preceding quarter's Service Availability,
Downtime, any remedial actions that have been/will be taken, and any credits that may be issued.
IV.Applicability
The commitments set forth in this SLA do not apply during maintenance windows,Client Error Incidents,
and Force Majeure.
Tyler performs maintenance during limited windows that are historically known to be reliably low-traffic
times. If and when maintenance is predicted to occur during periods of higher traffic, will provide
advance notice of those windows and will coordinate with Client to the greatest extent possible.
V. Force Majeure
Client will not hold Tyler responsible for not meeting service levels outlined in this SLA to the extent any
2
Exhibit C
failure to do so is caused by Force Majeure. In the event of Force Majeure, Tyler will file with Client a
signed request that said failure be excused. That writing will at least include the essential details and
circumstances supporting Tyler's request for relief pursuant to this Section. Client will not unreasonably
withhold its acceptance of such a request.
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Exhibit C
Schedule 1
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Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support:
(1) Tyler Community—an on-line resource,Tyler Community provides a venue for all Tyler clients
with current maintenance agreements to collaborate with one another, share best practices and
resources, and access documentation.
(2) On-line submission (portal)—for less urgent and functionality-based questions, users may create
unlimited support incidents through the customer relationship management portal available at
the Tyler Technologies website.
(3) Email—for less urgent situations, users may submit unlimited emails directly to the software
support group.
(4) Telephone—for urgent or complex questions, users receive toll-free, unlimited telephone
software support.
Support Resources
A number of additional resources are available to provide a comprehensive and complete support
experience:
(1) Tyler Website—www.tylertech.com—for accessing client tools and other information including
support contact information.
(2) Tyler Community—available through login, Tyler Community provides a venue for clients to
support one another and share best practices and resources.
(3) Knowledgebase—A fully searchable depository of thousands of documents related to
procedures, best practices, release information, and job aides.
(4) Program Updates—where development activity is made available for client consumption
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday —
Friday) across four US time zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage
across these time zones. Tyler's holiday schedule is outlined below. There will be no support coverage
on these days.
New Year's Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Independence Day Christmas Day
Labor Day
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Exhibit C
Schedule 1
Issue Handling
Incident Tracking
Every support incident is logged into Tyler's Customer Relationship Management System and given a
unique incident number.This system tracks the history of each incident.The incident tracking number is
used to track and reference open issues when clients contact support. Clients may track incidents, using
the incident number,through the portal at Tyler's website or by calling software support directly.
Incident Priority
Each incident is assigned a priority number,which corresponds to the client's needs and deadlines.The
client is responsible for reasonably setting the priority of the incident per the chart below.This chart is
not intended to address every type of support incident, and certain "characteristics" may or may not
apply depending on whether the Tyler software has been deployed on customer infrastructure or the
Tyler cloud.The goal is to help guide the client towards clearly understanding and communicating the
importance of the issue and to describe generally expected responses and resolutions.
Priority Characteristics of Support Incident Resolution Targets
Level
Support incident that causes(a) Tyler shall provide an initial response to Priority Level 1
complete application failure or incidents within one(1) business hour of receipt of the
application unavailability; (b) support incident. Tyler shall use commercially
1 application failure or unavailability in reasonable efforts to resolve such support incidents or
Critical one or more of the client's remote provide a circumvention procedure within one(1)
location;or(c)systemic loss of multiple business day. For non-hosted customers,Tyler's
essential system functions. responsibility for lost or corrupted Data is limited to
assisting the client in restoring its last available database.
I
Support incident that causes(a) Tyler shall provide an initial response to Priority Level 2
repeated,consistent failure of essential incidents within four(4)business hours of receipt of the
functionality affecting more than one support incident. Tyler shall use commercially
2 user or(b)loss or corruption of Data. reasonable efforts to resolve such support incidents or
High provide a circumvention procedure within ten (10)
business days. For non-hosted customers,Tyler's
responsibility for loss or corrupted Data is limited to
assisting the client in restoring its last available database.
Priority Level 1 incident with an existing Tyler shall provide an initial response to Priority Level 3
circumvention procedure,or a Priority incidents within one(1) business day of receipt of the
Level 2 incident that affects only one support incident. Tyler shall use commercially
3 user or for which there is an existing reasonable efforts to resolve such support incidents
Medium circumvention procedure. without the need for a circumvention procedure with the
next published maintenance update or service pack. For
non-hosted customers,Tyler's responsibility for lost or
corrupted Data is limited to assisting the client in
restoring its last available database.
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Exhibit C
Schedule 1
Priority Characteristics of Support Incident Resolution Targets
Level
Support incident that causes failure of Tyler shall provide an initial response to Priority Level 4
4 non-essential functionality or a incidents within two(2) business days. Tyler shall use
Non- cosmetic or other issue that does not commercially reasonable efforts to resolve such support
critical qualify as any other Priority Level. incidents,as well as cosmetic issues,with a future
version release.
Incident Escalation
Tyler Technology's software support consists of four levels of personnel:
(1) Level 1:front-line representatives
(2) Level 2: more senior in their support role,they assist front-line representatives and take on
escalated issues
(3) Level 3: assist in incident escalations and specialized client issues
(4) Level 4: responsible for the management of support teams for either a single product or a
product group
If a client feels they are not receiving the service needed,they may contact the appropriate Software
Support Manager. After receiving the incident tracking number,the manager will follow up on the open
issue and determine the necessary action to meet the client's needs.
On occasion,the priority or immediacy of a software support incident may change after initiation.Tyler
encourages clients to communicate the level of urgency or priority of software support issues so that
Tyler can respond appropriately. A software support incident can be escalated by any of the following
methods:
(1) Telephone—for immediate response, call toll-free to either escalate an incident's priority or to
escalate an issue through management channels as described above.
(2) Email—clients can send an email to software support in order to escalate the priority of an issue
(3) On-line Support Incident Portal—clients can also escalate the priority of an issue by logging into
the client incident portal and referencing the appropriate incident tracking number.
Remote Support Tool
Some support calls require further analysis of the client's database, process or setup to diagnose a
problem or to assist with a question.Tyler will,at its discretion, use an industry-standard remote
support tool. Support is able to quickly connect to the client's desktop and view the site's setup,
diagnose problems, or assist with screen navigation. More information about the remote support tool
Tyler uses is available upon request.
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Exhibit D
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Exhibit D
End User License Agreement
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
1
Exhibit D
ATTENTION: THE SOFTWARE PROVIDED UNDER THiS AGREEMENT IS BEING LICENSED TO YOU BY
ECLIPSE CORPORATION WSL, INC. (Eclipse Corporation) AND IS NOT BEING SOLD. THIS SOFTWARE IS
PROVIDED UNDER THE FOLLOWING AGREEMENT THAT SPECIFIES WHAT YOU MAY DO WITH THE
SOFTWARE AND CONTAINS IMPORTANT LIMITATIONS ON REPRESENTATIONS. WARRANTIES,
CONDITIONS, REMEDIES.AND LIABILITIES.
DocOriiin
SOFTWARE LICENSE
IMPORTANT-READ CAREFULLY: This End-User License Agreement i,'Agreement' or 'EULA") is a legal
agreement between you (either an individual person or a single legal entity, who will be referred to in this EULA as
"You")and Eclipse Corporation WSL, Inc. referred to in this EULA as Eclipse Corporation,for the DocOrigin software
product that accompanies this EULA, including any associated media,printed materials and electronic documentation
(the "Software"). The Software also encompasses any software updates, add-on components, web services and/or
supplements that may be provided to you or made available to you after the date you obtain the initial copy of the
Software to the extent that such items are not accompanied by a separate license agreement or terms of use. if you
receive the Software under separate terms from your distributor, those terms will take precedence over any
conflicting terms of this EULA
By installing, copying, downloading. accessing or otherwise using the Software. you agree to be bound by the terms
of this EULA. if you do not agree to the terms of this EULA, do not install, access or use the Software: instead, you
should remove the Software from all systems and receive a full refund.
IF YOU ARE AN AGENT OR EMPLOYEE OF ANOTHER ENTITY YOU REPRESENT AND WARRANT THAT (i)
THE INDIVIDUAL ACCEPTING THIS AGREEMENT IS DULY AUTHORIZED TO ACCEPT THIS AGREEMENT ON
SUCH ENTITY'S BEHALF AND TO BIND SUCH ENTITY. AND (II) SUCH ENTITY HAS FULL POWER.
CORPORATE OR OTHERWISE, TO ENTER INTO THIS AGREEMENT AND PERFORM ITS OBLIGATIONS
HEREUNDER.
1. LICENSE TERMS
1.1 In this Agreement a 'License Key' means any license key, activation code,or similar installation, access or
usage control codes, including serial numbers digitally created and or provided by Eclipse
Corporation ,designed to provide unlocked access to the Software and its functionality.
1.2 Evaluation License. Subject to all of the terms and conditions of this Agreement. Eclipse Corporation
grants You a limited. royalty-free, non-exclusive, non-transferable license to download and install a copy of
the Software from www.docorigin.com on a single machine and use it on a royalty-free basis for no more
than 120 days from the date of installation (the'Evaluation Period"). You may use the Software during the
Evaluation Period solely for the purpose of testing and evaluating it to determine if You wish to obtain a
commercial_ production license for the Software. This evaluation license grant will automatically end on
expiry of the Evaluation Period and you acknowledge and agree that Eclipse Corporation will be under no
obligation to renew or extend the Evaluation Period. If you wish to continue using the Software You may.on
payment of the applicable fees, upgrade to a full license (as further described in section 1.3 below)on the
terms of this Agreement and will be issued with a License Key for the same. If you do not wish to continue
to license the Software after expiry of the Evaluation Period.then You agree to comply with the termination
obligations set out in section [7.31 of this Agreement. For greater certainty,any document generated by you
under an evaluation license will have a 'spoiler' or watermark on the output document. Documents
generated by DocOrigin software that has a valid license key file also installed will not have the 'spoiler'
produced. You are not permitted to remove the watermark or'spoiler'from documents generated using the
software under an evaluation license.
1.3 Development and Testing Licenses_ Development and testing licenses are available for purchase through
authorized distributors and resellers of Eclipse Corporation only. Subject to all of the terms and conditions
of this Agreement. Eclipse Corporation grants You. a perpetual (subject to termination by Eclipse
Corporation due to your breach of the terms of this Agreement). non-exclusive, non-transferable, worldwide
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2
Exhibit D
non-sub license able license to download and install a copy of the Software from www.docorngrn.com on a
single machine and use for development and testing to create collateral deployable to Your production
system(s). You are not entitled to use a development and testing license for live production purposes.
1.4 Production Licenses. Production licenses are available for purchase through authorized distributors and
resellers of Eclipse Corporation only. Subject to all of the terms and conditions of this Agreement. Eclipse
Corporation grants You, a perpetual(subject to termination by Eclipse Corporation due to your breach of the
terms of this Agreement). non-exclusive,non-transferable, worldwide non-sub license able license to use the
Software in accordance with the license type purchased by you as set out on your purchase order as further
described below. For greater certainty, unless otherwise agreed in a purchase order concluded with an
approved distributor of the Software, and approved by Eclipse Corporation, the default license to the
Software is a per-CPU license as described in A. below:
A. Per-CPU. The total number of CPUs on a computer used to operate the Software may not exceed
the licensed quantity of CPUs. For purposes of this license metric: (a) CPUs may contain more
than one processing core. each group of two (2) processing cores is consider one (1) CPU . and
any remaining unpaired processing core, will be deemed a CPU- (b) all CPUs on a computer on
which the Software is installed shall be deemed to operate the Software unless You configure that
computer(using a reliable and verifiable means of hardware or software partitioning)such that the
total number of CPUs that actually operate the Software is less than the total number on that
computer. Virtual Machines (-VM's-) are considered as a server. Installing and configuring the
software on multiple VM's requires one license per VM server. An enterprise license is available
upon request. Pricing vanes based on the size of the company.
B. Per-Document. This is defined as a fee per document based on the total number of documents
generated annually by merging data with a template created by the Software. The combined data
and template produce documents of one or more pages. A document may contain 1 or more
pages. For instance, a batch of invoices for 250 customers may contain 1.000 pages. this will be
counted as 250 documents which should correspond to 250 invoices.
C. Per-Surface_This is defined as a fee per surface based on the total number of surfaces generated
annually by merging data with a template created by the Software The combined data and
template produce documents of one or more pages. the pages may be printed one side (one
surface) or duplexed (2 surfaces). The documents may be rendered to a computer file (i.e. PDF),
each page placed in the file is considered a surface. A document may contain 1 or more surfaces.
For instance, a batch of invoices for 250 customers may contain 500 pages duplexed. this will be
counted as 1000 surfaces.
1.5 Disaster Recovery License. You may request a Disaster Recovery license of the Software for each
production. license You have purchased as a failover in the event of loss of use of the production server(s).
This license is for disaster recovery purposes only and under no circumstance may the disaster recovery
license be used for production simultaneously with a production license with which it is paired
1.6 Backup Copies. After installation of the Software pursuant to this EULA. you may store a copy of the
installation files for the Software solely for backup or archival purposes. Except as expressly provided in this
EULA, you may not otherwise make copies of the Software or the printed materials accompanying the
Software
1.7 Third-Party Software License Rights. If a separate license agreement pertaining to an item of third-party
software is: delivered to You with the Software, included in the Software download package, or referenced in
any material that is provided with the Software.then such separate license agreement shall govern Your use
of that item or version of Third-Party Software. Your rights in respect to any third-party software, third-party
data, third-party software or other third-party content provided with the Software shall be limited to those
nghts necessary to operate the Software as permitted by this Agreement. No other rights in the Software or
third-party software are granted to You
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Exhibit D
2. LICENSE RESTRICTIONS
Any copies of the Software shall include all trademarks. copyright notices, restricted rights legends. proprietary
markings and the like exactly as they appear on the copy of the Software originally provided to You You may
not remove or alter any copyright, trademark andlor proprietary notices marked on any part of the Software or
related documentation and must reproduce all such notices on all authorized copies of the Software and related
documentation. You shall not sublicense. distribute or otherwise make the Software available to any third party
(including, without limitation, any contractor. franchisee, agent or dealer) without first obtaining the written
agreement of(a) Eclipse Corporation to that use, and (b) such third party to comply with this Agreement You
further agree not to(i)rent lease, sell, sublicense. assign.or otherwise transfer the Software to anyone else: (ii)
directly or indirectly use the Software or any information about the Software in the development of any software
that is competitive with the Software. or (iii) use the Software to operate or as a par. of a time-sharing service,
outsourcing service, service bureau, application service provider or managed service provider offering You
further agree not to reverse engineer, decompile,or disassemble the Software.
3. UPDATES. MAINTENANCE AND SUPPORT
31 During the validity period of Your License Key, You will be entitled to download the latest version of the Software
from the DocOrigin website www.docorigin.com. Use of any updates provided to You shall be governed by the
terms and conditions of this Agreement Eclipse Corporation reserves the right at any time to not release or to
discontinue release of any Software and to alter prices. features. specifications.capabilities, functions. licensing
terms, release dates. general availability or other charactenstics of the Software.
3.2 On expiry of your maintenance and support contract, you will have the right to continue using the current
versions)of the Software which you downloaded prior to the date of expiry of your License Key. However, you
will need to renew maintenance and support in order to receive a new License Key that will unlock the more
current version(s) of the Software. For greater certainty, if you attempt to use an expired License Key to
download the latest version of the Software, the Software will revert to being a locked, evaluation copy of that
version of the Software.
4 INTELLECTUAL PROPERTY RIGHTS.
This ELLA does not grant you any rights in connection with any trademarks or service marks of Eclipse
Corporation or DocOngin. All title and intellectual property rights in and to the Software, the accompanying
printed materials, and any copies of the Software are owned by Eclipse Corporation or its suppliers. All title and
intellectual property rights in and to the content that is not contained in the Software. but may be accessed
through use of the Software, is the property of the respective content owners and may be protected by applicable
copyright or other intellectual property laws and treaties. This EJLA grants you no rights to use such content. If
this Software contains documentation that is provided only in electronic form, you may print one copy of such
electronic documentation.
5. DISCLAIMER OF WARRANTIES.
TO THE GREATEST EXTENT PERMITTED BY LAW THE LICENSED SOFTWARE AND TECHNICAL
SUPPORT PROVIDED BY ECLIPSE CORPORATION HEREUNDER ARE PROVIDED ON AN "AS IS' BASIS
AND THERE ARE NO WARRANTIES, REPRESENTATIONS OR CONDITIONS. EXPRESS OR IMPLIED,
WRITTEN OR ORAL, ARISING BY STATUTE. OPERATION OF LAW, COURSE OF DEALING, USAGE OF
TRADE OR OTHERWISE, REGARDING THEM OR ANY OTHER PRODUCT OR SERVICE PROVIDED
UNDER THIS AGREEMENT OR IN CONNECTION WITH THIS AGREEMENT BY ECLIPSE CORPORATION
ECLIPSE CORPORATION DISCLAIM ANY IMPLIED WARRANTIES OR CONDITIONS OF QUALITY,
MERCHANTABILITY. MERCHANTABLE QUALITY. DURABILITY. FITNESS FOR A PARTICULAR PURPOSE
AND NON-INFRINGEMENT. ECLIPSE CORPORATION DOES NOT REPRESENT OR WARRANT THAT THE
SOFTWARE SHALL MEET ANY OR ALL OF YOUR PARTICULAR REQUIREMENTS. THAT THE SOFTWARE
WILL OPERATE ERROR-FREE OR UNINTERRUPTED OR THAT ALL ERRORS OR DE=ECTS IN THE
SOFTWARE CAN BE FOUND OR CORRECTED.
In certain Jurisdictions,some or all of the provisions in this Section may not be effective or the applicable law may
mandate a more extensive warranty in which case the applicable law will prevail over this Agreement.
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Exhibit D
8. INDEMNIFICATION & LIMITATIONS OF LIABILITY.
8.1 Eclipse Corporation shall defend and.'or settle at its expense, any claims, actions, allegations or proceedings
against You to the extent ansing out of or relating to misappropriation or infringement by the Software of any third
party's proprietary or intellectual property right(-Claims"), and Eclipse Corporation shall pay all damages finally
awarded by a court of competent jurisdiction to such third party against You, or any settlement amounts agreed
by Eclipse Corporation: subject to the conditions that, You shall notify Eclipse Corporation promptly of any You
Claims. permit Eclipse Corporation to control the defense and settlement of such Claims and assist Eclipse
Corporation, at Eclipse Corporation's expense, in defending or settling such Claims. Eclipse Corporation shall
not be liable for any settlement amounts entered into by You without Eclipse Corporation's prior written approval.
If Eclipse Corporation has reason to believe that it would be subject to an injunction or continuing damages
based on the Software,then Eclipse Corporation may(and if Eclipse Corporation or any of its customers or third
party software suppliers is subject to an injunction or continuing damages based on the Software), then
notwithstanding any other provision in this Agreement. Eclipse Corporation shall be entitled to either modify the
Software to make it non-infringing and/or remove the misappropriated material, replace the Software or portion
thereof with a service or materials that provide substantially the same functionality or information,or, if neither of
the foregoing is commercially practicable, require You to cease using the Software and refund to You (a)a pro
rata portion of any one(1)time fees (based on a three(3)year, straight-line depreciation schedule from the date
of payment), and (b)any fees that have been pre-paid by You but are unused The foregoing notwithstanding,
Eclipse Corporation shall have no liability for a claim of infringement or misappropriation to the extent caused by
(i)the combination of the Software with any other service, software, data or products not provided or approved
by Eclipse Corporation: or(ii)the use of any material provided by You or any end users. (iii)any breach by You
of this Agreement THE FOREGOING IS ECLIPSE CORPORATION'S SOLE AND EXCLUSIVE LIABILITY.AND
YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY INFRINGEMENT OR MISAPPROPRIATION OF ANY
THIRD-PARTY INTELLECTUAL PROPERTY RIGHTS.
TO THE GREATEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL ECLIPSE
CORPORATION BE LIABLE TO YOU OR ANY OTHER PERSON FOR ANY DIRECT, INDIRECT.
INCIDENTAL. SPECIAL, PUNITIVE. EXEMPLARY OR CONSEQUENTIAL DAMAGES WHATSOEVER
INCLUDING WITHOUT LIMITATION. LEGAL EXPENSES. LOSS OF BUSINESS. LOSS OF PROFITS. LOSS
OF REVENUE. LOST OR DAMAGED DATA. LOSS OF COMPUTER TIME. COST OF SUBSTITUTE GOODS
OR SERVICES. OR FAILURE TO REALIZE EXPECTED SAVINGS OR ANY OTHER COMMERCIAL OR
ECONOMIC LOSSES ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT, EVEN IF ECLIPSE
CORPORATION HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGES, OR SUCH
LOSSES OR DAMAGES ARE FORESEEABLE.
8.2 THE ENTIRE LIABILITY OF ECLIPSE CORPORATION AND YOUR EXCLUSIVE REMEDY WITH RESPECT
TO THE SOFTWARE AND TECHNICAL SUPPORT AND ANY OTHER PRODUCTS OR SERVICES SUPPUED
BY ECLIPSE CORPORATION IN CONNECTION WITH THIS AGREEMENT FOR DAMAGES FOR ANY
CAUSE AND REGARDLESS OF THE CAUSE OF ACTION. WHETHER IN CONTRACT OR IN TORT.
INCLUDING FUNDAMENTAL BREACH OR NEGUGENCE, WILL BE LIMITED IN THE AGGREGATE TO THE
AMOUNTS PAID BY YOU FOR THE SOFTWARE, TECHNICAL SUPPORT OR SERVICES GIVING RISE TO
THE CLAIM.
6.3 THE DISCLAIMER OF REPRESENTATIONS. WARRANTIES AND CONDITIONS AND LIMITATION OF
LIABILITY CONSTITUTE AN ESSENTIAL PART OF THIS AGREEMENT. YOU ACKNOWLEDGE THAT BUT
FOR THE DISCLAIMER OF REPRESENTATIONS. WARRANTIES AND CONDITIONS AND LIMITATION OF
LIABILITY. NEITHER ECLIPSE CORPORATION NOR ANY OF ITS LICENSORS OR SUPPLIERS WOULD
GRANT THE RIGHTS GRANTED IN THIS AGREEMENT.
7. TERM AND TERMINATION
7.! The term of this Agreement will begin on download of the Software and, in respect of an Evaluation License,
shall continue for the Evaluation Period, and in respect of all other license types defined in Section 1, shall
continue for as long as You use the Software, unless earlier terminated sooner under this section 7.
7.2 Eclipse Corporation may terminate this Agreement in the event of any breach by You if such breach has not
been cured within thirty(301 days of notice to You. No termination of this Agreement will entitle You to a refund
of any amounts paid by You to Eclipse Corporation or its applicable distributor or reseller or affect any obligations
You may have to pay any outstanding amounts owing to Eclipse Corporation or its distributor_
••:;:•• tyler
5
Exhibit D
7.3 Your rights to use the Software will immediately terminate upon termination or expiration of this Agreement
Within thirty i30:i days of termination or expiration of this Agreement, You shall purge all Software and all copies
thereof from all computer systems and storage devices on which it was stored, and certify such to Eclipse
Corporation
8. GENERAL PROVISIONS
8.1 No Waiver. No delay or failure in exercising any right under this Agreement, or any partial or single exercise of
any right, will constitute a waiver of that right or any other rights under this Agreement. No consent to a breach
of any express or implied term set out in this Agreement constitutes consent to any subsequent breach,whether
of the same or any other provision_
8.2 Severability. If any provision of this Agreement is. or becomes, unenforceable. it will be severed from this
Agreement and the remainder of this Agreement will remain in full force and effect
8.3 Assignment You may not transfer or assign this Agreement (whether voluntarily, by operation of law. or
otherwisei without Eclipse Corporation s prior written consent Eclipse Corporation may assign this Agreement
at any time without notice. This Agreement is binding upon and will inure to the benefit of both parties. and their
respective successors and permitted assigns.
8.4 Governing Law and Venue if You are located in the USA This Agreement shall be governed by the laws of
the State of Texas if You are located in the USA. No choice of laws rules of any jurisdiction shall apply to this
Agreement You consent and agree that the courts of the State of Texas shall have jurisdiction over any legal
action or proceeding brought by You arising out of or relating to this Agreement and You consent to the
jurisdiction of such courts for any such action or proceeding.
8.5 Governing Law and Venue if You are not located in the USA. This Agreement shall be governed by the laws
of the Province of Ontano in Canada if You are not located in the USA - No choice of laws rules of any
jurisdiction shall apply to this Agreement You consent and agree that the courts of the Province of Ontario in
Canada shall have jurisdiction over any legal action or proceeding brought by You ansing out of or relating to this
Agreement and You consent to the jurisdiction of such courts for any such action or proceeding.
8.8 Entire Agreement. This Agreement is the entire understanding and agreement between You and Eclipse
Corporation with respect to the subject matter hereof, and it supersedes all prior negotiations, commitments and
understandings, verbal or written, and purchase order issued by You. This Agreement may be amended or
otherwise modified by Eclipse Corporation from time to time and the most recent version of the Agreement will
be available on the Eclipse Corporation webs rte www.docongin.com
Last Updated: July 22. 2017
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Exhibit E
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• technologies
Exhibit E
Web Services — Hosted Application Terms
Tyler Technologies, Inc. will provide Client with the hosted applications indicated in the Investment
Summary. The terms and conditions contained in this document only apply to Tyler's provision of those
applications.Capitalized terms not otherwise defined will have the meaning assigned to such terms in the
Agreement.
1. Hosted Applications.Tyler will provide any of the following hosted applications as indicated in the
Investment Summary.
1.1. Web Services: Tyler's Web Services are designed to enable Client to easily establish a presence
on the Internet. Web Hosting and Design is composed of Web Hosting and Design Publishing
Component and other miscellaneous components. These components may be used
independently or in conjunction with each other.
1.2. Utility Billing On-Line: Tyler's Utility Billing On-Line Component allows Client to make available
certain information from Client's utility billing system to customers with Internet access.This
information is posted to Client's web site,which is hosted on Tyler's web server. With the proper
security clearance, customers with Internet access have access to the data which can include:
Consumption information,service level information, requests for service,accounting information
and the opportunity to pay their Utility Bill over the Internet using a credit card.
1.3. Court On-Line: Tyler's Court On-Line Component provides the ability for municipal court fines to
be paid by credit card via the Internet. This system interfaces seamlessly with Incode Municipal
Court System.
1.4. On-Line Records Search:Tyler's On-Line Records Search Component allows Client to display
citations and/or docket information.The website can be available for public view or locked down
to secured access only.This system interfaces seamlessly with INCODE Municipal Court System.
1.5. Building Projects On-Line:Tyler's Building Projects On-Line Component allows Client to make
available certain information from building projects system to customers with Internet access.This
information is posted to Client's web site,which is hosted on Tyler's web server. With the proper
security clearance,customers with Internet access have access to the data which can include:
Building project status, inspection results, inspection scheduling and the opportunity to pay their
building projects over the Internet using a credit card.
1.6. Business License On-Line:Tyler's Business License On-Line Component allows Client to make
available certain information from its business license system to customers with Internet access.
This information is posted to Client's web site,which is hosted on Tyler's web server. With the
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Exhibit E
proper security clearance,customers with Internet access have access to the data which can
include: business license status, business license renewal and the opportunity to pay their business
license over the Internet using a credit card.
1.7. Accounts Receivable On-Line: Tyler's Accounts Receivable On-Line Component allows Client to
make available certain information from its accounts receivable system to customers with Internet
access.This information is posted to Client's web site,which is hosted on Tyler's web server. With
the proper security clearance,customers with Internet access have access to the data which can
include:current balance,contract status,and the opportunity to pay the accounts receivable over
the Internet using a credit card.
1.8. Call Center On-Line: Tyler's Call Center On-Line Component allows Client to make available certain
information from Client's call center system to customers with Internet access.This information is
posted to Client's web site,which is hosted on Tyler's web server. With the proper security
clearance,customers with Internet access have access to the data which can include:current and
past incidents,create a new incident and view status of incident.
1.9. Property Tax On-Line: Tyler's Property Tax On-Line Component allows Client to make available
certain information from its Property Tax System to customers with Internet access.This
information is posted to Client's web site,which is hosted on Tyler's web server. With the proper
security clearance,customers with Internet access have access to the data which can include:
parcel number, receipt number,tax amount due,and the opportunity to pay the Property Tax over
the Internet using a credit card.
1.10.Sales Tax On-Line: Tyler's Sales Tax On-Line Component allows Client to make available certain
information from Client's Sales Tax System to customers with Internet access.This information is
posted to Client's web site,which is hosted on Tyler's web server. With the proper security
clearance,customers with Internet access have access to the data to pay outstanding Sales Tax
balances over the Internet using a credit card.
1.11.Code Enforcement Online: Tyler's Code Enforcement Online component allows Client to make
available certain information from its code enforcement system to customers with Internet access.
This information is posted to Client's website,which is hosted on Tyler's web server. With the
proper security clearance,customers with Internet access have access to data which can include:
Incident Status, Incident Results.
2. Term. Tyler will grant Client access to the hosted applications provided Client timely pay all associated
fees.The term of the Client's subscription will commence on the Effective Date and will continue for ten
(10)years.Thereafter,the term will be automatically extended in separate one(1)year periods. Either
party may cancel this subscription to the hosted applications upon sixty(60)days written notice to the
other.
3. Nature of Website.Tyler shall maintain a website for Client, allowing a user to access relevant data
provided by Client.This data may include information from Client's Tyler Software system.This website
will be capable of accepting payments via Secured Socket Layer(SSL)encryption and credit card or debit
card charge.
4. Data Procurement. Client must set up a merchant account with Electronic Transaction System
Corporation or authorized.net to be solely used for Tyler's Web Service transactions.The merchant
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Exhibit E
account must be set up to fund to Client's bank account.Client is responsible for all fees and expenses
of the merchant account.Client must install and run Tyler Web Services to allow Tyler to transfer the
necessary data from Client's system to Tyler's servers on a real time basis.Certain information,such as
payment information, must be conveyed to Client.Tyler will be responsible for transferring such
information to Client on a regular basis.Tyler Web Services requires a dedicated IP address; assignment
of this address is Client's responsibility.While Tyler assumes responsibility for data transfer,Tyler is not
responsible for accuracy of data transferred.
5. Limited License.Client's license to use the hosted applications will automatically terminate upon
cancellation of this subscription,or upon Client's failure to timely pay fees or otherwise comply with
this Agreement.
6. Ownership of Data.All data Client provides to Tyler for the purposes of generating the website shall
remain Client's property.Should Client terminate its subscription,Tyler shall return any such data in its
possession in accordance with Section F(2.7).
7. Fees.Client agrees to pay the initial fee and annual subscription fees as stated in the Investment
Summary and in accordance with Tyler's Invoicing and Payment Policy.Tyler may increase the per-
transaction fee for online payment no more than once per year and only upon sixty(60)days' prior
written notice.
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Exhibit F
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• 'Technologies
Exhibit F
Tyler Payments Terms and Conditions
[The remainder of this page is intentionally left blank.]
1
Payment Card Processing Agreement
This Payment Card Processing Agreement(this"Processing Agreement")is charges)or(ii)changes in pricing by any third party provider of a product or
made and entered into by and between Tyler Technologies,Inc.,a service used by Merchant.Such new prices shall be applicable as of the
Delaware corporation("Tyler"),and Client(the"Merchant"). effective date established by the Association or third party provider,or as of
any later date specified in Tyler's notice to Merchant.
1. ACKNOWLEDGEMENTS
1.1. By executing this Processing Agreement,Merchant is 4.3. Payment of Fees.
contracting with Tyler to obtain Card processing services on Merchant's (a)Online Payments.For payments that are initiated online,a
behalf. convenience fee will be assessed to the consumer for each
1.2. Merchant acknowledges that Tyler contracts with a payment payment transaction that is paid electronically using a credit
processor(a"Processor"),Members,and other third party providers to or debit card.The convenience fee will be charged at the
provide services under this Processing Agreement,and Merchant hereby time of the transaction and will be deposited directly into a
consents to the use of such Processor,Members,and others to provide Tyler Technologies bank account from which all fees
such services. associated with processing and settling the transactions will
be paid.
1.3. Tyler represents that the terms and provisions of this Processing
Agreement are not inconsistent with the terms and provisions of the (b)Over the Counter Payments.For payments that are initiated
agreements between Tyler and such third party providers. in your offices,Tyler shall invoice Merchant for services
herein on a monthly basis.Each invoice shall state the total
2. MEMBER BANK AGREEMENT REQUIRED invoiced amount and shall be accompanied by a reasonably
2.1. When Merchant's customers pay Merchant through Tyler, detailed itemization of services.Following receipt of a
Merchant may be the recipient of a Card funded payment.The properly submitted invoice,the Merchant shall pay amounts
organizations that operate these Card systems(such as Visa U.S.A.,Inc. owing therein thirty(30)days in arrears.
and MasterCard International Incorporated;collectively,the"Associations") 5. LICENSE
require that Merchant(i)enter into a direct contractual relationship with an
entity that is a member of the Association and(ii)agree to comply with Tyler hereby grants Merchant a non-exclusive,revocable license to use
Association Rules as they pertain to applicable Card Transactions that the Tyler Intellectual Property(as defined in Section 10.2)for the limited
Merchant submits through Tyler. purpose of performing under this Processing Agreement.Unless otherwise
provided in a separate agreement between Tyler and Merchant,any
2.2. Merchant shall complete an application with the Member with Intellectual Property or machinery provided by Tyler,but not developed by
which Tyler has contracted,and execute an agreement with such Member Tyler,is being licensed or purchased by Merchant directly from the
(the"Member Bank Agreement").By executing a Member Bank manufacturer or developer of such machinery or Intellectual Property.
Agreement,Merchant is fulfilling the Association Rule of entering into a Merchant acknowledges that the license granted herein is limited to
direct contractual relationship with a Member,and Merchant agrees to Merchant's use exclusively and that Merchant does not have the right to
comply with Association Rules as they pertain to Transactions Merchant sub-license any of the Intellectual Property in either their original or
submits for processing through the Tyler service. modified form.Merchant agrees that it shall not reverse-engineer,
disassemble or decompile the Intellectual Property.Merchant shall not give
2.3. Merchant acknowledges that Tyler may have agreed to be any third party,except Merchant's employees,access to the Intellectual
responsible for Merchant's obligations to a Member for such Transactions Property without Tyler's prior written consent.
as set forth in the Member Bank Agreement.Member should debit the
Merchant Account for chargebacks,however,in the event Member 6. THIRD PARTY PROVIDERS
assesses any such chargeback or dispute related fees to Tyler,Tyler shall Tyler may,in its sole discretion,contract with alternate Members,
invoice the same to Merchant. payment processors or other third party providers to provide services under
3. SETTLEMENT AND CHARGEBACKS this Processing Agreement.In such event,Merchant shall reasonably
cooperate with Tyler,including the execution of a new Member Bank
3.1. Merchants Bank Account.In order to receive funds,Merchant Agreement by Merchant;provided,however,that if the terms and conditions
must maintain a bank account(the"Merchant Bank Account")at a bank that of the new Member Bank Agreement are substantially different than
is a member of the Automated Clearing House("ACH")system and the Merchant's existing Member Bank Agreement,then Merchant shall have
Federal Reserve wire system.Merchant agrees not to close the Merchant the right to terminate this Processing Agreement.
Bank Account without giving Tyler at least thirty(30)days'prior written
notice and substituting another bank account.Merchant is solely liable for 7. TYLER CONFIDENTIAL AND PROPRIETARY INFORMATION
all fees and costs associated with Merchant Bank Account and for all 7.1. Protection of Tyler Confidential and Proprietary Information.
overdrafts.Tyler shall not be liable for any delays in receipt of funds or Merchant shall not disclose,disseminate,transmit,publish,distribute,make
errors in bank account entries caused by third parties,including but not available,or otherwise convey Tyler Confidential and Proprietary
limited to delays or errors by the Member Bank or payment processor to Information,and Merchant shall not use,make,sell,or otherwise exploit
Merchant Bank Account. any such Tyler Confidential and Proprietary Information for any purpose
3.2. Settlement.Transactions shall be settled according to the terms other than the performance of this Processing Agreement,without Tyler's
of the Member Bank Agreement using the account(s)which are designated written consent,except:(a)as may be required by law,regulation,judicial,
by Merchant. or administrative process;or(b)as required in litigation pertaining to this
Processing Agreement,provided that Tyler is given advance notice of such
3.3. Chargebacks.Chargebacks shall be paid by Merchant in intended disclosure in order to permit it the opportunity to seek a protective
accordance with the Member Bank Agreement. order.Merchant shall ensure that all individuals assigned to perform
services herein shall abide by the terms of this Section 7.1 and shall be
3.4. Retrieval Requests.Merchant is required by the Associations to responsible for breaches by such persons.
store original documentation,and to timely respond to Retrieval Requests,
of each Transaction for at least six months from the date of the respective 7.2. Judicial Proceedings.If Merchant is requested or required(by
Transaction,and to retain copies of all such data for at least 18 months oral questions,interrogatories,requests for information or documents in
from the date of the respective Transaction.Merchant is responsible for legal proceedings,subpoena,civil investigative demand,or other similar
any Chargebacks that result from Merchant's failure to timely respond to process)to disclose any Tyler Confidential and Proprietary Information,
Retrieval Requests for documentation relating to a Transaction. Merchant shall provide Tyler with prompt written notice of such request or
requirement so that Tyler may seek protective orders or other appropriate
4. FEES AND INVOICING remedies and/or waive compliance with the provisions of this Processing
4.1. Schedule A.Merchant agrees to pay Tyler the fees set forth in Agreement.If,in the absence of a protective order or other remedy or the
Schedule A for services provided by Tyler in accordance with this receipt of a waiver by Tyler,Merchant nonetheless is legally compelled to
Agreement. disclose Tyler Confidential and Proprietary Information to any court or
tribunal or else would stand liable for contempt or suffer other censure or
4.2. Adjustments to Pricing.By giving written notice to Merchant, penalty,Merchant may,without liability herein,disclose to such court or
Tyler may change Merchant's fees,charges and discounts resulting from(i) tribunal only that portion of Tyler Confidential and Proprietary Information
changes in Association fees(such as interchange,assessments and other which the court requires to be disclosed,provided that Merchant uses
reasonable efforts to preserve the confidentiality of Tyler Confidential and Tyler's choice and at Tyler's expense and shall indemnify Merchant
Proprietary Information,including,without limitation,by cooperating with against any liability,damages,and costs resulting from such claim.
Tyler to obtain an appropriate protective order or other reliable assurance Without waiving any rights pursuant to sovereign immunity,Merchant
that confidential treatment shall be accorded Tyler Confidential and shall cooperate with and may monitor Tyler in the defense of any claim,
Proprietary Information. action,or proceeding and shall,if appropriate,make employees available
as Tyler may reasonably request with regard to such defense.This
8. REPRESENTATIONS AND WARRANTIES indemnity does not apply to the extent that such a claim is attributable to
8.1. No Actions,Suits,or Proceedings. There are no actions,suits, modifications to the Intellectual Property made by Merchant,or any third
or proceedings,pending or,to the knowledge of Tyler,threatened,that shall party pursuant to Merchant's directions,or upon the unauthorized use of
have a material adverse effect on Tyler's ability to fulfill its obligations the Intellectual Property by Merchant.
pursuant to or arising from this Processing Agreement.
10.3. If the Intellectual Property becomes the subject of a claim of
8.2. Compliance with Laws.In performing this Processing infringement or misappropriation of a copyright,patent,or trade secret or
Agreement,Tyler shall comply with all applicable material licenses,legal the violation of any other contractual or proprietary right of any third
certifications,or inspections.Tyler shall also comply in all material respects party,Tyler shall,at its sole cost and expense,select and provide one of
with applicable federal,state,and local statutes,laws,ordinances,rules, the following remedies,which selection shall be in Tyler's sole discretion:
and regulations. (a)promptly replace the Intellectual Property with a compatible,
functionally equivalent,non-infringing system;or(b)promptly modify the
8.3. Ownership.Tyler is a Delaware corporation that is listed for Intellectual Property to make it non-infringing;or(c)promptly procure the
trading on the New York Stock Exchange.No director,officer,or 5%or right of Merchant to use the Intellectual Property as intended.
more stockholder shall,during the course of this Processing Agreement,
receive or confer improper personal benefits or gains associated with the 10.4. General Indemnification. Tyler will indemnify and hold
performance of the services outlined in this Processing Agreement. harmless Merchant and its agents,officials,employees,and insurers
from and against any and all third-party claims,losses,liabilities,
8.4. Certain Business Practices.Neither Tyler nor any of its damages,costs,and expenses(including reasonable attorney's fees and
principals is presently debarred,suspended,proposed for debarment, costs)for(a)personal injury or property damage to the extent caused by
declared ineligible,or voluntarily excluded from participating in this Tyler's negligence or willful misconduct;or(b)Tyler's violation of PCI-
Processing Agreement by any federal department or agency.Tyler further DSS requirements or a law applicable to its performance under this
represents and warrants that it is not listed on any local,state or federal Agreement. Merchant must notify Tyler promptly in writing of the claim
consolidated list of debarred,suspended,and ineligible contractors and and give Tyler sole control over its defense or settlement. Merchant
grantees.No person(other than permanent employees of Tyler)has been agrees to provide Tyler with reasonable assistance,cooperation,and
engaged or retained by Tyler to solicit,procure,receive,accept,arrange,or information in defending the claim at Tyler's expense.
secure this Processing Agreement for any compensation,consideration,or
value. 11. TAXES
9. LIMITATION OF LIABILITY 11.1. Tax Exempt Status.Merchant is a governmental tax-exempt
entity and shall not be responsible for any taxes for any Licensed Property
TYLER'S LIABILITY TO MERCHANT FOR DAMAGES ARISING OUT or services provided for herein,whether federal or state.The fees paid to
OF OR IN CONNECTION WITH THIS PROCESSING AGREEMENT, Tyler pursuant to this Processing Agreement are inclusive of any
WHETHER BASED ON A THEORY OF CONTRACT OR TORT, applicable sales,use,personal property,or other taxes attributable to
INCLUDING NEGLIGENCE AND STRICT LIABILITY,SHALL BE periods on or after the Effective Date of this Processing Agreement.
LIMITED TO THE TOTAL FEES PAID TO TYLER UNDER THIS
PROCESSING AGREEMENT(NET OF ASSOCIATION 11.2. Employee Tax Obligations.Each party accepts full and
INTERCHANGE,ASSESSMENTS AND FINES)FOR THE ONE- exclusive liability for the payment of any and all contributions or taxes for
YEAR PERIOD PRIOR TO THE TIME THE LIABILITY AROSE. Social Security,Workers'Compensation Insurance,Unemployment
Insurance,or Retirement Benefits,Pensions,or annuities now or hereafter
WHILE BOTH PARTIES ACKNOWLEDGE THAT THIS IS AN imposed pursuant to or arising from any state or federal laws which are
AGREEMENT FOR SERVICES TO WHICH THE UNIFORM measured by the wages,salaries,or other remuneration pay to persons
COMMERCIAL CODE DOES NOT APPLY,IN NO EVENT SHALL employed by such party for work performed under this Processing
TYLER BE LIABLE FOR INCIDENTAL,CONSEQUENTIAL,OR Agreement.
SPECIAL DAMAGES OF ANY KIND,INCLUDING,WITHOUT
LIMITATION,LOST REVENUES OR PROFITS,OR LOSS OF 12. TERM,SUSPENSION,AND TERMINATION
BUSINESS OR LOSS OF DATA ARISING OUT OF THIS 12.1. Term.The term of this Processing Agreement(the"Term")shall
PROCESSING AGREEMENT,IRRESPECTIVE OF WHETHER THE commence on the Effective Date and shall continue in effect for three
PARTIES HAVE ADVANCE NOTICE OF THE POSSIBILITY OF SUCH years;provided,however,that at the end of such initial term,and on each
DAMAGE. subsequent anniversary of the Effective Date,the term shall automatically
10. INDEMNIFICATION extend for an additional year unless either party provides,at least ninety
(90)days prior to the end of the then current term,written notice that it does
10.1. Chargebacks.Merchant acknowledges that Tyler has agreed to not wish to extend the term or otherwise terminates the agreement for
be responsible for Merchant's obligations to a Member for Transactions and Cause pursuant to Section 12.2.
Association Rules as set forth in the Member Bank Agreement.Member
should debit the Merchant Account for chargebacks,however,in the event 12.2. Termination for Cause.Either party may terminate this
Member assesses any such chargeback or dispute related fees to Tyler, Processing Agreement for Cause,provided that such party follows
Tyler shall invoice the same to Merchant. the procedures set forth in this Section12.2.
10.2. Intellectual Property. (a)For purposes of this Section,"Cause"means either:
(a) Tyler retains all ownership and copyright interest in and to (i) a material breach of this Processing Agreement,
any and all intellectual property,computer programs,related which has not been cured within ninety(90)days of the date
documentation,technology,know how and processes developed by such party receives written notice of such breach;
Tyler and provided in connection with this Processing Agreement
(collectively,the"Intellectual Property"), (ii) if Tyler services provided under this Processing
Agreement fail to conform to generally accepted standards for such
(b) Notwithstanding any other provision of this Processing services in the Card processing industry and,after ninety(90)days
Agreement,if any claim is asserted,or action or proceeding brought written notice,Tyler does not rectify its failure of performance;
against Merchant that alleges that all or any part of the Intellectual
Property,in the form supplied,or modified by Tyler,or Merchant's use (iii) the failure by Merchant to timely pay when due any
thereof,infringes or misappropriates any United States intellectual fees owed to Tyler pursuant to this Processing Agreement and any
property,intangible asset,or other proprietary right,title,or interest delinquent amounts remain outstanding for a period of thirty(30)
(including,without limitation,any copyright or patent or any trade secret days after Tyler provides written notice of its intent to terminate for
right,title,or interest),or violates any other contract,license,grant,or failure to pay;
other proprietary right of any third party,Merchant,upon its awareness, (iv) breach of Section 7;or
shall give Tyler prompt written notice thereof.Tyler shall defend,and
hold Merchant harmless against,any such claim or action with counsel of (v) if Tyler becomes insolvent or bankrupt,or is the
subject of any proceedings relating to its liquidation or insolvency
or for the appointment of a receiver or similar officer for it,has a
receiver of its assets or property appointed or makes an
assignment for the benefit of all or substantially all of its creditors,
or institutes or causes to be instituted any proceeding in Processing Agreement or the breach thereof shall be governed by the laws of
bankruptcy or reorganization or rearrangement of its affairs. the state of Merchant's domicile,without regard to or application of choice of law
rules or principles.
(b) No party may terminate this Processing Agreement
under Section 12.2(a)(i)unless it cooperates in good faith with 14.11.Audit.Tyler shall maintain complete and accurate records of all
the alleged breaching party during the cure period and complies work performed pursuant to and arising out of this Processing Agreement.
in good faith with the dispute resolution procedures set forth in Merchant may,upon the written request,audit any and all records of Tyler
Section 13 following such period. relating to services provided herein.Merchant shall provide Tyler twenty-
four hour notice of such audit or inspection.Tyler shall have the right to
(c) In the event either party terminates this Processing exclude from such inspection any Tyler Confidential and Proprietary
Agreement pursuant to this Section 12.2,each party shall return all Information not otherwise required to be provided to Merchant as a part of
products,documentation,confidential information,and other information this Processing Agreement.Tyler shall make such books and records
disclosed or otherwise delivered to the other party prior to such available to Merchant during normal business hours.Any such audit shall
termination,all revocable licenses shall terminate. be conducted at Tyler's principal place of business during Tyler's normal
12.3. Survival.The following provisions shall survive after the Term of business hours and at Merchant's sole expense.
this Processing Agreement:3;4;4.3;7;10; 11; 12;13; 14;and 15. 14.12.No Third Party Beneficiaries.Nothing in this Processing
13. DISPUTE RESOLUTION Agreement is intended to benefit,create any rights in,or otherwise vest any
rights upon any third party.
Any dispute arising out of,or relating to,this Processing Agreement
that cannot be resolved within five(5)Business Days shall be referred to 14.13.Contra Proferentem. The doctrine of contra proferentem shall
the individual reasonably designated by Merchant and Tyler's Vice not apply to this Processing Agreement.If an ambiguity exists in this
President of Courts and Justice Systems Division assigned to Merchant's Processing Agreement,or in a specific provision,neither the Agreement nor
account("Intermediary Dispute Level").Any dispute that cannot be resolved the provision shall be construed against the party who drafted the
in ten(10)Business Days at the Intermediary Dispute Level shall then be Agreement or provision.
referred to Merchant's chief executive officer or other individual reasonably
designated by Merchant and Tyler's President of Courts and Justice 14.14.Force Majeure.No party to this Processing Agreement shall be
Systems Division("Executive Dispute Level"),at such time and location liable for delay or failure in the performance of its contractual obligations
reasonably designated by the parties.Any negotiations pursuant to this arising from any one or more events that are beyond its reasonable control,
Section are confidential and shall be treated as compromise and settlement including,without limitation,acts of God,war,terrorism,and riot.Upon
negotiations for purposes of the applicable rules of evidence.For any such delay or failure affecting one party,that party shall notify the other
dispute that the parties are unable to resolve through informal discussions party and use all reasonable efforts to cure or alleviate the cause of such
or negotiations or pursuant to the dispute resolution and escalation delay or failure with a view to resuming performance of its contractual
procedures set forth in this Processing Agreement,the parties shall submit obligations as soon as practicable.Notwithstanding the foregoing,in every
the matter to mediation prior to the commencement of any legal proceeding. case the delay or failure to perform must be beyond the control and without
The foregoing shall not apply to claims for equitable relief under Section 7. the fault or negligence of the party claiming excusable delay.Any
performance times pursuant to or arising from this Processing Agreement
14. MISCELLANEOUS shall be considered extended for a period of time equivalent to the time lost
14.1. Assignment.Neither party may assign this Processing because of any delay that is excusable herein.
Agreement or any of its respective rights or obligations herein to any third 14.15.Equitable Relief.Each party covenants,represents,and
party without the express written consent of the other party,which consent warrants that any violation of this Processing Agreement by such party with
shall not be unreasonably withheld. respect to its respective obligations set forth in Section 7 shall cause
14.2. Cumulative Remedies.Except as specifically provided herein, irreparable injury to the other party and shall entitle the other party to
no remedy made available herein is intended to be exclusive of any other extraordinary and equitable relief by a court of competent jurisdiction,
remedy,and each and every remedy shall be cumulative and shall be in including,without limitation,temporary restraining orders and preliminary
addition to every other remedy provided herein or available at law or in and permanent injunctions,without the necessity of posting bond or
equity. security.
14.3. Notices.Except as otherwise expressly specified herein,all 15. CERTAIN DEFINITIONS
notices,requests or other communications shall be in writing and shall be 15.1. Association means a group of Card issuer banks or debit networks
deemed to have been given if delivered personally or mailed,by certified or that facilitates the use of payment cards accepted under this Processing
registered mail,postage prepaid,return receipt requested,to the parties at Agreement for processing,including,without limitation,Visa,U.S.A.,Inc.,
their respective addresses set forth on the signature page hereto,or atsuch MasterCard International,Inc.,Discover Financial Services,LLC and other
other addresses as may be specified in writing by either of the parties.All credit and debit card providers,debit network providers,gift cardand other
notices,requests,or communications shall be deemed effective upon stored value and loyalty program providers.Associations also includes the
personal delivery or three(3)days following deposit in the mail. Payment Card Industry Security Standards Council.
14.4. Counterparts.This Processing Agreement may be executed in 15.2. Association Rules means the bylaws,rules,and regulations,as
one or more counterparts,each of which shall be deemed an original,but they exist from time to time,of the Associations.
all of which together shall constitute one and the same instrument.
15.3. Card or Payment Card means an account,or evidence of an
14.5. Waiver.The performance of any obligation required of a party account,authorized and established between a Cardholder and an
herein may be waived only by a written waiver signed by the other party, Association,or representatives or members of a Association that Merchant
which waiver shall be effective only with respect to the specific obligation accepts from Cardholders as payment for a good or service.Payment
described therein. Instruments include,but are not limited to,credit and debit cards,stored
value cards,loyalty cards,electronic gift cards,authorized account or
14.6. Entire Agreement.This Processing Agreement constitutes the access numbers,paper certificates and credit accounts.
entire understanding and contract between the parties and supersedes any
and all prior or contemporaneous oral or written representations or 15.4. Cardholder means the person to whom a Card is issued or who
communications with respect to the subject matter hereof. is otherwise entitled to use a Card.
14.7. Amendment.This Processing Agreement shall not be modified, 15.5. Chargeback means a reversal of a Card sale Merchant
amended,or in any way altered except by an instrument in writing signed previously presented pursuant to Association Rules.
by the properly delegated authority of each party.All amendments or
modifications of this Processing Agreement shall be binding upon the 15.6. Member or Member Bank means an entity that is a member of
parties despite any lack of consideration. the Associations.
14.8. Severability of Provisions.In the event any provision hereof is 15.7. Processing Agreement means this Payment Card Processing
found invalid or unenforceable pursuant to judicial decree,the remainder of Agreement,including all exhibits attached hereto and to be attached
this Processing Agreement shall remain valid and enforceable according to throughout the Term of this Processing Agreement,all of which are
its terms. incorporated by reference herein.
14.9. Relationship of Parties.The parties intend that the relationship 15.8. Retrieval Request means a request for information by a
between the parties created pursuant to or arising from this Processing Cardholder or Card issuer relating to a claim or complaint concerning a
Agreement is that of an independent contractor only.Neither party shall be Card sale Merchant has made.
considered an agent,representative,or employee of the other party for any
purpose.
14.10.Governing Law.Any dispute arising out of or relating to this
15.9. Transaction means the evidence and electronic record of a sale bulletins,customer lists and data,sales data,cost data,profit data,financial
or lease transaction representing payment by use of a Card or of a statements,strategic planning data,financial planning data,designs,logos,
refund/credit to a Cardholder. proposed trademarks or service marks,test results,product or service
literature,product or service concepts,process data,specification data,
15.10.Tyler Confidential and Proprietary Information means all know how,software,databases,database layouts,design documents,
information in any form relating to,used in,or arising out of Tyler's release notes,algorithms,source code,screen shots,other research and
operations and held by,owned,licensed,or otherwise possessed by Tyler development information and data,and Intellectual Property.
(whether held by,owned,licensed,possessed,or otherwise existing in,on Notwithstanding the foregoing,Tyler Confidential and Proprietary
or about Tyler's premises or Merchant's offices,residence(s),or facilities Information does not include information that:(a)becomes public other than
and regardless of how such information came into being,as well as as a result of a disclosure by Merchant in breach hereof;(b)becomes
regardless of who created,generated or gathered the information), available to Merchant on a non-confidential basis from a source other than
including,without limitation,all information contained in,embodied in(in Tyler,which is not prohibited from disclosing such information by obligation
any media whatsoever)or relating to Tyler's inventions,ideas,creations, to Tyler;(c)is known by Merchant prior to its receipt from Tyler without any
works of authorship,business documents,licenses,correspondence, obligation of confidentiality with respect thereto;or(d)is developed by
operations,manuals,performance manuals,operating data,projections, Merchant independently of any disclosures made by Tyler.
[Remainder of this page intentionally left blank]
T. City of
Tigard, Oregon
SCHEDULE A - Tyler Enterprise & Payments
Monthly&Annualized Costs
Description Cost
Access to City Administration
Monthly Cost—To brand,customize,access reports and $0.00
payment data with unlimited logins,support and upgrades
to Enterprise&Tyler Payments
Development Costs
One Time Cost—complete integration into Tyler billing and $0.00
cashiering platforms
Customized Marketing
Annual Cost—assistance with the crafting of marketing No Cost
materials for your City and residents to help increase initial
usage and continued adoption
Training and Support
Monthly Cost—continued training and support to ensure a $79.00
successful launch and continued success of the Tyler $0.00
Payments,Enterprise platform
Electronic Payment Costs to Payer
Card Cost—per non-utility card transaction with Visa, 2.95%
MasterCard,Discover and AMEX $1.95 minimum
Utility Card Cost—per utility card transaction with Visa, $3.95
MasterCard,Discover $300 Cap*
eCheck Cost—per electronic check transaction $1.95
Electronic Payment Costs if City Chooses to Absorb Fees
Card Cost—per card transaction with Visa,MasterCard, $.75
Discover,AMEX optional,plus interchange and card brand
fees
eCheck Cost—per electronic check transaction $1.50
Miscellaneous Costs
Incode Court Fee—per transaction for site maintenance and $1.25
support passed to City or payer
Credit Card Charaebacks—if a card payer disputes a $10
transaction at the card issuing bank(e.g.stolen card)
eCheck Rejects—when an echeck transaction comes back as $5
declined(typically client will charge their own reject fee to
the payer)
Card Terminals—per device,per month. Covers encryption, $25
service,maintenance and support
'Tyler Payments will work with the City on a cap that works best,if the transaction is larger than the cap,a second transaction would need to be ran
Accepted by the City of Tigard,OR Accepted by Tyler Technologies
Printed Name: Printed Name:
Title: Title:
Date: Date:
Signature: Signature:
*Please note that additional paperwork will be required to open merchant account or accounts for payment processing,a representative of Tyler Payments will reach out to
help with this process.By signing this document,the City of Tigard,OR,agrees to the Payment Card Processing Agreement.A nominal increase on absorbed card
transactions may apply annually to account for increased processing costs.
e,
Empowering people who serve the public •I� tyler
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9 2020Tylet Techralp6ict,tnr..,All rlI is rexrved.
Exhibit G
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Exhibit G
Statements of Work
[The remainder of this page is intentionally left blank.]
••., tyler
Statement of Work
Tyler Technologies
Prepared for:
City of Tigard
Mike Nolop
13125 SW Hall Blvd Ste A, Tigard, OR 97223-8167
Prepared by:
Kyle Johnson
One Tyler Drive, Yarmouth, ME 04096
Tyler Technologies, Inc.
www.tylertech.com
Revised:2/13/2020 ••••• tyler
to ce ,,oluu
Table of Contents
1 Executive Summary 7
1.1 Project Overview 7
1.2 Product Summary 7
1.3 Project Timeline 9
1.4 Project Methodology Overview 9
1.5 Project Collaboration Software/Tools 10
2 Project Governance 11
2.1 Client Governance 11
2.1.1 Client Project Manager 11
2.1.2 Steering Committee 11
2.1.3 Executive Sponsor(s) 12
2.2 Tyler Governance 12
2.2.1 Tyler Project Manager 12
2.2.2 Tyler Implementation Management 12
2.2.3 Tyler Executive Management 12
2.3 Acceptance and Acknowledgment Process 12
3 Overall Project Assumptions 14
3.1 Project, Resources and Scheduling 14
3.2 Data Conversion 15
3.3 Data Exchanges, Modifications, Forms and Reports 15
3.4 Hardware and Software 16
3.5 Education 16
3.6 Environments and Databases 16
4 Implementation Stages 18
4.1 Work Breakdown Structure (WBS) 18
4.2 Initiate& Plan (Stage 1) 19
4.2.1 Tyler Internal Coordination & Planning 19
4.2.2 System Infrastructure Planning 20
4.2.3 Project/Phase Planning 21
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4.2.4 Project Schedule 22
4.2.5 Stakeholder Presentation 23
4.2.6 Control Point 1: Initiate& Plan Stage Acceptance 24
4.3 Assess& Define (Stage 2) 25
4.3.1 Fundamentals Review 25
4.3.2 Current/Future State Analysis 26
4.3.3 Data Conversion Planning& Mapping 27
4.3.4 Standard 3rd Party Data Exchange Planning 28
4.3.5 Modification Analysis&Specification, if contracted 29
4.3.6 Forms & Reports Planning 30
4.3.7 System Deployment 31
4.3.8 Control Point 2:Assess& Define Stage Acceptance 32
4.4 Build &Validate (Stage 3) 34
4.4.1 Configuration & Power User Training 34
4.4.2 Data Conversion &Validation 35
4.4.3 Standard 3rd Party Data Exchange Validation 36
4.4.4 Modification Delivery&Validation, if contracted 37
4.4.5 Forms & Reports Validation 38
4.4.6 Control Point 3: Build &Validate Stage Acceptance 39
4.5 Final Testing&Training(Stage 4) 40
4.5.1 Cutover Planning 40
4.5.2 User Acceptance Testing(UAT) 41
4.5.3 End User Training 42
4.5.4 Control Point 4: Final Testing&Training Stage Acceptance 43
4.6 Production Cutover(Stage 5) 44
4.6.1 Final Data Conversion, if applicable 44
4.6.2 Production Processing&Assistance 45
4.6.3 Transition to Tyler Support 46
4.6.4 Schedule Post-Production Services, if applicable 47
4.6.5 Control Point 5: Production Cutover Stage Acceptance 48
4.7 Phase/Project Closure (Stage 6) 49
4.7.1 Close Phase/Project 49
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4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance 50
4.8 Tyler Software Acceptance. 50
5 Roles and Responsibilities 52
5.1 Tyler Roles and Responsibilities 52
5.1.1 Tyler Executive Management 52
5.1.2 Tyler Implementation Management 52
5.1.3 Tyler Project Manager 52
5.1.4 Tyler Implementation Consultant 53
5.1.5 Tyler Sales 54
5.1.6 Tyler Software Support 54
5.1.7 Tyler SaaS Technicians 54
5.2 Tigard Roles and Responsibilities 54
5.2.1 Tigard Executive Sponsor 55
5.2.2 Tigard Steering Committee 55
5.2.3 Tigard Project Manager 55
5.2.4 Tigard Functional Leads 56
5.2.5 Tigard Power Users 57
5.2.6 Tigard End Users 57
5.2.7 Tigard Technical Support 58
5.2.8 Tigard Upgrade Coordinator 58
5.2.9 Tigard Project Toolset Coordinator 58
5.2.10 Tigard Change Management Lead 58
5.3 EnerGov Preliminary Conversion Summary 59
5.4 Community Development 59
5.5 Business Management 59
6 Munis Preliminary Conversion Summary 61
6.1 Accounting COA 61
6.2 Accounting-Actuals 61
6.3 Accounting- Budgets 61
6.4 Accounts Payable Master 61
6.5 Accounts Payable -Checks 61
6.6 Accounts Payable - Invoices 61
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6.7 Business License Master 61
6.8 Business License- Bills 61
6.9 Contracts 62
6.10 Capital Assets Master 62
6.11 General Billing CID 62
6.12 Inventory Master 62
6.13 Payroll 62
6.14 Payroll-Accumulators 62
6.15 Payroll-Accrual Balances 62
6.16 Payroll-Check History 63
6.17 Payroll-Certifications 63
6.18 Payroll-Earning/Deduction Hist. 63
6.19 Payroll - Deductions 63
6.20 Payroll-Education 63
6.21 Payroll-Position Control 63
6.22 Payroll-PM Action History 63
6.23 Payroll-Recruiting 63
6.24 Payroll-State Retirement Tables 63
6.25 Purchase Orders 64
6.26 Project Grant Accounting 64
6.27 Project Grant Accounting-Actuals 64
6.28 Project Grant Accounting-Budget 64
6.29 Utility Billing 64
6.30 Utility Billing-Services 64
6.31 Utility Billing-Assessments 64
6.32 Utility Billing-Consumption History 64
6.33 Utility Billing-Balance Forward AR 64
6.34 Utility Billing-Service Orders 65
6.35 Utility Billing-Backflow 65
6.36 Asset Maintenance-Work Order Assets 65
6.37 Asset Maintenance-Closed Work Order History No Cost Data 65
6.38 Asset Maintenance-Work Order History with Cost Data 65
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7 EnerGov Definitions 66
7.1 "Unique Business Transactions" 66
7.2 "Template Transactions" 66
7.3 "Geo-Rules" 66
7.4 "Intelligent Objects (10)" 67
7.5 "Intelligent Automation Agents (IAA)" 67
7.6 "EnerGov SDK API (Toolkits)" 67
8 Glossary 68
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1 Executive Summary
1.1 Project Overview
The Statement of Work(SOW) documents the Project Scope, methodology, roles and responsibilities,
implementation Stages, and deliverables for the implementation of Tyler products.
The Project goals are to offer City of Tigard the opportunity to make Tigard more accessible and
responsive to external and internal customer needs and more efficient in its operations through:
• Streamlining,automating, and integrating business processes and practices
• Providing tools to produce and access information in a real-time environment
• Enabling and empowering users to become more efficient, productive, and responsive
• Successfully overcoming current challenges and meeting future goals
1.2 Product Summary
Below, is a summary of the products included in this Project, as well as reference to Tigard's functional
area utilizing the Tyler product(s). Refer to the Implementation Stages section of this SOW for information
containing detailed service components.
The Project Timeline establishes a start and end date for each Phase of the Project. Work Package 4.2.3
("Project/Phase Planning")will produce the authoritative timeline for the project and accounts for
resource availability, business goals,size and complexity of the Project. It will further address which
functionality areas and modules will be addressed during each phase.
The dates for each Phase provided below are estimates based on preliminary discussions and
assumptions regarding resource availability.The dates do not represent any contractual commitment
and will not be referenced to trigger payment or to enforce deadlines for specific project activities.
Phase Functional Areas Modules Start Date Go-Live
Date
1 Financials • Accounting General Ledger October July 2022
• Accounts Payable 2020
• Bid Management
• Budgeting
• Capital Assets
• Cash Management
• Contract Management
• Employee Expense Reimbursement
• Project&Grant Accounting
• Purchasing
• eProcurement
• Tyler Notify
• CAFR Statement Builder
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Phase Functional Areas Modules Start Date Go-Live
Date
System Wide • Munis Analytics & Reporting
o Tyler Reporting Services
o Munis Office
o HUB
• Tyler ReadyForms Processing
• Tyler Content Manager SE
2 EnerGov • Business Management Suite January July 2023
• Community Development Suite 2022
• Citizen Self Service—Business
Management
• Citizen Self Service —Community
Development
• Server Extensions Bundle
• Development Suite
• E-Reviews
• Workforce Apps
• IVR Gateway
• Report Toolkit
• Requestor Access License
• Tyler 311
• Tyler GIS
•
3 Human Capital • Payroll w/Employee Self Service April 2021 July 2022
Management • HR &Talent Management
• ExecuTime Time &Attendance
• ExecuTime Time &Attendance
Mobile
• Recruiting
• Risk Management
3b ExecuTime • Advance Scheduling Oct 2022 January
Advance • Advance Scheduling Mobile Access 2023
Scheduling
4 Utility Billing/ • Utility Billing CIS October January
Revenues • UB Interface 2021 2023
• Citizen Self Service
• Central Property File
• MyCivic Bundle
• Accounts Receivable
• General Billing
• Tyler Cashiering
• Tyler Payments
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Phase Functional Areas Modules Start Date Go-Live
Date
5 Enterprise Asset • Asset Maintenance February September
Maintenance • Asset Performance 2021 2022
• Inventory
• Quatred Asset Scanning Interface
• Quatred Inventory Scanning
Interface
6 Socrata • Capital Projects Explorer August January
• Open Finance 2022 2023
7 Incode • Courts January January
2023 2024
1.3 Project Timeline
The Project Timeline establishes a start and end date for each Phase of the Project. Developed during the
Initiate & Plan Stage and revised as mutually agreed to, if needed,the timeline accounts for resource
availability, business goals,size and complexity of the Project, and task duration requirements.
Module Duration
(Months) Pro0 51 55 619 91e In Month.
Km. 1 1 2 3 4 5 6 7 8 9 10 11 121 13 14 15 15 17 18 19 20 21 22 23 24 25 26 27 281 29 30 31 32 33 34 35 36 37 38 39 40
F.' n n 11 N .+ N H N H u ry 'A4 n 4 n m a m m er m 4 m ry n
0 qq 1 n ? d SI v � u � Y � $ @ � X rY, V z u � rY � $ $ � � f rY, 4 Z 8 §.
1 Ahois Fiancial, 21
I-'o 8Ov 18 I --- I -
3 MuAsPRHR 15 -i _-��-- ---_,_.-_ -- �-
30 8T Ads•SchM 3
4 Utility Biting&MyCivic 15
5 EMA 19 fMa
6 Socatn-Finan:e S
7 Iruodc Courts 6 l
rocommimd,only 4 6 month o.orl.rpr
•1 yer recommends only two ohotet cc erlap at once
1.4 Project Methodology Overview
Tyler bases its implementation methodology on the Project Management Institute's (PMI) Process Groups
(Initiating, Planning, Executing, Monitoring&Controlling, and Closing). Using this model,Tyler developed
a 6-stage process specifically designed to focus on critical project success measurement factors.
Tailored specifically for Tyler's public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to Scope, budget,timeline controls, effective
communications, and quality standards. Clearly defined,the project methodology repeats consistently
across Phases, and is scaled to meet Tigard's complexity, and organizational needs.
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1.5 Project Collaboration Software/Tools
Tyler will provide a SharePoint site that will serve as the primary collaboration tool for use on the project.
The SharePoint site will contain the project plan, all Tyler project documents, any Client project
documents, any deliverables, sign offs, change orders or other documents that will be shared with the
project team. Current assumption is that SharePoint will be available for at least 12 months after the
last phase Production Cut-Over date.
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2 Project Governance
The purpose of this section is to define the resources required to adequately establish the business
needs, objectives, and priorities for the Project; communicate the goals to other project participants; and
provide support and guidance to accomplish these goals. Project governance also defines the structure
for issue escalation and resolution, Change Control review and authority, and organizational Change
Management activities.
The preliminary governance structure establishes a clear escalation path when issues and risks require
escalation above the project manager level. Further refinement of the governance structure, related
processes, and specific roles and responsibilities occurs during the Initiate& Plan Stage.
The path below illustrates an overall team perspective where Tyler and Tigard collaborate to resolve
project challenges according to defined escalation paths. In the event project managers do not possess
authority to determine a solution, resolve an issue, or mitigate a risk,Tyler implementation management
and Tigard steering committee become the escalation points to triage responses prior to escalation to
Tigard and Tyler executive sponsors.As part of the escalation process, each project governance tier
presents recommendations and supporting information to facilitate knowledge transfer and issue
resolution.Tigard and Tyler executive sponsors serve as the final escalation point.
I Client Governance
Depending on Tigard's organizational structure and size,the following governance roles may be filled by
one or more people:
2.1.1 Client Project Manager
Tigard's project manager(s) coordinate project team members, subject matter experts, and the overall
implementation schedule and serves as the primary point of contact with Tyler.Tigard project manager(s)
will be responsible for reporting to Tigard steering committee and determining appropriate escalation
points.
2.1.2 Steering Committee
Tigard steering committee understands and supports the cultural change necessary for the Project and
fosters an appreciation of the Project's value throughout the organization. Oversees Tigard project
manager(s) and the Project and through participation in regular internal meetings,Tigard steering
committee remains updated on all project progress, project decisions, and achievement of project
milestones.Tigard steering committee also provides support to the Tigard project manager(s) by
communicating the importance of the Project to all impacted departments.Tigard steering committee is
responsible for ensuring the Project has appropriate resources, provides strategic direction to the project
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team,for making timely decisions on critical project issues or policy decisions.Tigard steering committee
also serves as primary level of issue resolution for the Project.
2.1.3 Executive Sponsor(s)
Tigard's executive sponsor provides support to the Project by allocating resources, providing strategic
direction, and communicating key issues about the Project and the Project's overall importance to the
organization. When called upon,the executive sponsor also acts as the final authority on all escalated
project issues.The executive sponsor engages in the Project, as needed, in order to provide necessary
support, oversight, guidance, and escalation, but does not participate in day-to-day project activities.The
executive sponsor empowers the Tigard steering committee, project manager(s), and functional leads to
make critical business decisions for Tigard.
2.2 Tyler Governance
2.2.1 Tyler Project Manager
The Tyler project manager(s) have direct involvement with the Project and coordinates Tyler project team
members, subject matter experts, the overall implementation schedule, and serves as the primary point
of contact with Tigard.As requested by Tigard, the Tyler project manager(s) provide regular updates to
Tigard's steering committee and other Tyler governance members.
2.2.2 Tyler Implementation Management
Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process.Tyler project manager(s) consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution with
the Tyler project manager(s) or with Tigard management, as appropriate.Tyler executive management is
the escalation point for any issues not resolved at this level.The name(s) and contact information for this
resource will be provided and available to the project team.
2.2.3 Tyler Executive Management
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process.This team member offers additional support to the project team and collaborates with other
Tyler department managers, as needed, in order to escalate and facilitate implementation project tasks
and decisions.The name(s) and contact information for this resource will be provided and available to the
project team.
2.3 Acceptance and Acknowledgment Process
All Deliverables and Control Points must be accepted or acknowledged following the process below.
Acceptance requires a formal sign-off while acknowledgement may be provided without formal sign-off at
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the time of delivery.The following process will be used for accepting or acknowledging Deliverables and
Control Points:
• Tigard shall have ten(10) business days from the date of delivery, or as otherwise mutually agreed
upon by the parties in writing, to accept or acknowledge each Deliverable or Control Point. If
Tigard does not provide acceptance or acknowledgement within ten (10) business days, or the
otherwise agreed upon timeframe, not to be unreasonably withheld,Tyler deems the Deliverable
or Control Point as accepted.
• If Tigard does not agree the particular Deliverable or Control Point meets requirements,Tigard
shall notify Tyler project manager(s), in writing, with reasoning within ten (10) business days, or
the otherwise agreed-upon timeframe, not to be unreasonably withheld, of receipt of the
Deliverable.
• Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. Tigard shall
then have ten (10) business days from receipt of the redelivered Deliverable or Control Point to
accept or again submit written notification of reasons for rejecting the milestone. If Tigard does
not provide acceptance or acknowledgement within ten (10)business days, or the otherwise
agreed upon timeframe, not to be unreasonably withheld,Tyler deems the Deliverable or Control
Point as accepted.
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3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
• Project activities will begin after the Agreement has been fully executed.
• Tigard has the ability to allocate additional internal resources if needed.Tigard also ensures the
alignment of their budget and Scope expectations.
• Tigard and Tyler ensure that the assigned resources are available,they buy-into the change
process, and they possess the required business knowledge to complete their assigned tasks
successfully. Should there be a change in resources,the replacement resource should have a
comparable level of availability, buy-in, and knowledge.
• Tyler and Tigard provide adequate resources to support the efforts to complete the Project as
scheduled and within the constraints of the Project budget.
• Abbreviated timelines and overlapped Phases can result in Project delays if there are not
sufficient resources assigned to complete all required work as scheduled.
• Changes to Project Plan, availability of resources or changes in Scope may result in schedule
delays, which may result in additional charges to the Project.
• Tyler provides a written agenda and notice of any prerequisites to Tigard project manager(s)ten
(10) business days prior to any scheduled on site or remote sessions. If notice is not provided
within ten (10) business days, Tigard may require the workshop or associated activity to be
rescheduled without incurring penalty or expense.
• Tyler provides notice of any prerequisites to Tigard project manager(s) a minimum of ten (10)
business days prior to any key deliverable due dates.
• Tigard users complete prerequisites prior to applicable scheduled activities.
• Tyler provides guidance for configuration and processing options available within the Tyler
software.Tigard is responsible for making decisions based on the options available.
• In the event Tigard may elect to add and/or modify current business policies during the course of
this Project,Tigard will define and document such policy changes and Tyler will assist Tigard with
the appropriate accommodation of the policy within the solution and may incur expenses for
additional services to accommodate the solution..
• Tigard makes timely Project related decisions in order to achieve scheduled due dates on tasks
and prepare for subsequent training sessions. Decisions left unmade may affect the schedule, as
each analysis and implementation session builds on the decisions made in prior sessions.
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• Tyler considers additional services out of Scope and requires additional time and costs be
requested via Change Request approved through the Change Control process as outlined in the
approved implementation management plan.
• Tigard will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan.
3.2 Data Conversion
• Tigard is readily able to produce the data files needed for conversion from the Legacy System in
order to provide them to Tyler on the specified due date(s). Tyler will provide Tigard with the
templated data schemas for the noted conversions to ensure compliance with Tyler data formats
and requirement conversion data fields.
• Each Legacy System data file submitted for conversion includes all associated records in a single
approved file layout.
• Tigard understands the Legacy System data extract(s) must be provided to Tyler in the same
format each time unless changes are mutually agreed upon in advance. If not, negative impacts
to the schedule, budget, and resource availability may occur and/or data in the new system may
be incorrect.
• During this process,Tigard may need to correct data scenarios in the Legacy System prior to the
final data pull.This is a complex activity and requires due diligence by Tigard to ensure all data
pulled includes all required data and the Tyler system contains properly mapped data.
• During Production Cutover, Tigard may need to manually add or correct data after data has been
loaded into the production database as mutually agreed to prior to the load
•
3.3 Data Exchanges, Modifications, Forms and Reports
• Tigard ensures the 3rd party data received conforms to a Tyler standard format.
• The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to manipulate the data received.
• Client is on a supported, compatible version of the 3' party software or Tyler standard Data
Exchange tools may not be available.
• Tigard is willing to make reasonable business process changes leveraging standard Tyler
functionality rather than expecting the product to conform to every aspect of their current
system/process.
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• Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested after contract signing have the potential to change cost,Scope, schedule, and
production dates for project Phases. Modification requests not in Scope must follow the Project
Change Request process as outlined in the approved implementation management plan.
3.4 Hardware and Software
• Tyler will initially Install the most current generally available version of the purchased Tyler
software.
• Tigard will provide network access for Tyler modules, printers, and Internet access to all
applicable Tigard and Tyler project staff.
• Tigard has in place all hardware, software, and technical infrastructure necessary to support the
Project.
3.5 Education
• Throughout the Project lifecycle, Tigard provides a training room for Tyler staff to transfer
knowledge to the Tigard's resources,for both onsite and remote sessions.Tigard will provide
staff with a location to practice what they have learned without distraction. If Phases overlap,
Tigard will provide multiple training facilities to allow for independent sessions scheduling
without conflict.
• The training room is set up in a classroom setting.Tigard determines the number of workstations
in the room. Tyler recommends every person attending a scheduled session with a Tyler
Consultant or Trainer have their own workstation. However,Tyler requires there be no more than
two (2) people at a given workstation.
• Tigard provides a workstation which connects to the Tyler system for the Tyler trainer conducting
the session. The computer connects to a Tigard provided display (projector or large screen TV),
allowing all attendees the ability to actively engage in the training session.
• Users performing user acceptance testing(UAT) have attended all applicable training sessions
prior to performing UAT.
3.6 Environments and Databases
Tyler will establish software environments and databases to support activities for concurrent project
phases. The environments will be production,train and test. Each environment will have a
corresponding database named the same as the environments.
The test environment will be used by Tyler to build the solution. Tyler will use the test database for
testing and reviewing converted data. Tyler will also use the test database to present completed
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deliverables to the City for acceptance. Once deliverables have been accepted, they will be moved to the
production and train environments.
The training database will be used by the City for reviewing the converted data,testing, and training
At Production Cutover the production database will be used for processing daily functions.
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4 Implementation Stages
4.1 Work Breakdown Structure (WBS)
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down
into smaller, more manageable components.The top-level components are called "Stages" and the
second level components are called "work packages."The work packages, shown below each Stage,
contain the high-level work to be done.The detailed Project Plan, developed during Initiate & Plan and
finalized during Assess& Define, will list the tasks to be completed within each work package. Each Stage
ends with a "Control Point", confirming the work performed during that Stage of the Project.
1.1.0 1.2.0 i ( 1.3.0 if 1A.0 1.5.0 IAA
initiate is Plan Assess a Builda final Testing 8 Production Pile /Prolect)
Define Validate Training adorer Closure
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4.2 Initiate & Plan (Stage 1)
The Initiate&Plan Stage creates a foundation for the Project through identification of Tigard and Tyler
Project Management teams, development of implementation management plans, and the provision and
discussion of system infrastructure requirements.Tigard participation in gathering information is critical.
Tyler Project Management teams present initial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Planning
Prior to Project commencement,Tyler management staff assigns project manager(s).Tyler provides the
Tigard with initial Project documents used in gathering basic information, which aids in preliminary
planning and scheduling.Tigard participation in gathering requested information by provided deadlines
ensures the Project moves forward in a timely fashion. Internally,the Tyler project manager(s) coordinate
with sales to ensure transfer of vital information from the sales process prior to scheduling a Project
Planning Meeting with the Tigard's team. During this step,Tyler will work with the Tigard to establish the
date(s)for the Project/Phase Planning session. Tigard will be consulted with the selection of the Tyler
Project Manager or any changes to this position.Tigard has the ability to request a change of Tyler
personnel if conflict or a productive working relationship cannot be ensured. Any changes to Tyler
personnel, as requested by Tigard, may result in a delay in the project schedule.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Tyler Internal Coordination&Planning
TYLER CLIENT
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Assign Tyler project manager A R I I I
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4.2.2 System Infrastructure Planning
The Tigard provides, purchases or acquires any necessary hardware according to hardware specifications
provided by Tyler and ensures it is available at the Tigard's site.The Tigard completes the system
infrastructure audit, ensuring vital system infrastructure information is available to the Tyler
implementation team for configuring a secure tunnel from Tigard to the Tyler hosted environment,and
verifies all hardware compatibility with Tyler solutions.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 System Infrastructure Planning
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A R I C
applicable
I
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audit
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4.2.3 Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract,software, data conversions
and services purchased, identify Applications to implement in each Phase (if applicable), and discuss
implementation timeframes.The Tyler project manager(s) deliver an Implementation Management Plan,
which is mutually agreeable by Tigard and Tyler.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Project/Phase Planning
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Deliver implementation A R C C I
management plan
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4.2.4 Project Schedule
Client and Tyler will mutually develop an initial Project Schedule.The initial schedule includes, at
minimum, enough detail to begin Project activities while the detailed Project Plan/schedule is being
developed and refined.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Project Schedule
TYLER CLIENT
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Develop initial Project Schedule A R I C I I
Deliver Project Plan and schedule for A R I I ICCII I
Project Phase
Client reviews Project Plan&initial C IARCC C
schedule
Client approves Project Plan&initial I IARCCI I I I I
schedule
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4.2.5 Stakeholder Presentation
Tigard stakeholders join Tyler project manager(s) to communicate successful Project criteria, Project
goals, Deliverables, a high-level milestone schedule, and roles and responsibilities of Project participants.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Stakeholder Presentation
TYLER CLIENT
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Present overview of Project
Deliverables, Project Schedule and A R I I I I C I I I I I I I
roles and responsibilities
Communicate successful Project I R C A C I I C I I
criteria and goals
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4.2.6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.Advancement to the
Assess & Define Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.2.6.1 Initiate & Plan Stage Deliverables
• Implementation Management Plan
o Objective: Update and deliver baseline management plans to reflect the approach to the
Tigard's Project.
o Scope:The Implementation Management addresses how communication, quality control,
risks/issues, resources and schedules, and Software Upgrades (if applicable) will be
managed throughout the lifecycle of the Project.
o Acceptance criteria: Tigard reviews and acknowledges receipt of Implementation
Management Plan.
• Project Plan/Schedule
o Objective: Provide a comprehensive list of tasks,timelines and assignments related to the
Deliverables of the Project.
o Scope:Task list, assignments and due dates
o Acceptance criteria: Tigard acceptance of schedule based on Tigard resource availability
and Project budget and goals.
4.2.6.2 Initiate & Plan Stage Acceptance Criteria
• Hardware Installed
• System infrastructure audit complete and verified
• Implementation Management Plan delivered
• Project Plan/Schedule delivered; dates confirmed
• Stakeholder Presentation complete
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• technologies
4.3 Assess & Define (Stage 2)
The primary objective of Assess& Define is to gather information about current Tigard business processes
and translate the material into future business processes using Tyler Applications.Tyler uses a variety of
methods for obtaining the information, all requiring Tigard collaboration.The Tigard shall provide
complete and accurate information to Tyler staff for analysis and understanding of current workflows and
business processes.
4.3.1 Fundamentals Review
Fundamentals Review provides functional leads and Power Users an overall understanding of software
capabilities prior to beginning current and future state analysis.The primary goal is to provide a basic
understanding of system functionality,which provides a foundation for upcoming conversations
regarding future state processing.Tyler utilizes a variety of methods for completing fundamentals training
including the use of eLearning, videos, documentation, and walkthroughs.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Assess& Define
TYLER CLIENT
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Schedule fundamentals review&
provide fundamentals materials& A R I C I I I
prerequisites, if applicable
Complete fundamentals materials I A R I C
review and prerequisites
Ensure all scheduled attendees are I I A R C I
present
Facilitate fundamentals review A R I I I
ll
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4.3.2 Current/Future State Analysis
Tigard and Tyler evaluate current state processes, options within the new software, pros and cons of each
option based on current or desired state, and make decisions about future state configuration and
processing.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Current/Future State Analysis
TYLER CLIENT
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Provide Current/Future State
analysis materials to Tigard,as A R I C I I
applicable
Conduct Current&Future State A R IC C
analysis
Provide pros and cons of Tyler
software options A R IC C
Make Future State Decisions
according to due date in the Project I I CAR ICI
Plan l
Record Future State decisions A R ICIC
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4.3.3 Data Conversion Planning & Mapping
This entails the activities performed to prepare to convert data from the Tigard's Legacy System
Applications to the Tyler system.Tyler staff and Tigard work together to complete Data Mapping for each
piece of data (as outlined in the Agreement)from the Legacy System to a location in the Tyler system.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Data Conversion Planning&Mapping
TYLER CLIENT
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Review contracted data
A R I C C C C
conversion(s)options
Map data from Legacy System to I C I A C C R
Tyler system
Pull conversion data extract I I A C C R
Run balancing Reports for data
I I A C R I
pulled and provide to Tyler
Review and approve initial data A ICR I I
extract
/
Correct issues with data extract, if I C C A C C R
needed
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4.3.4 Standard 3rd Party Data Exchange Planning
An Integration is a real-time or automated exchange of data between two systems. Standard Data
Exchange tools are available to fulfill Integrations with external systems by allowing clients to get data in
and out of the Tyler system. Data exchange tools can take the form of Imports and Exports, and
Application Programming Interfaces (APIs). APIs may require additional licensing and may have some
restrictions on use. Please refer to your licensing agreement for further information.
4.3.4.1 Imports and Exports
Tigard and Tyler project manager(s) will work together to define/confirm which Imports and Exports are
needed (if not outlined in the Agreement).Tyler will provide an Excel or ASCII file layouts for each
Standard Data Exchange.
4.3.4.2 APIs (Currently not in Scope)
Additional API licensing and data sharing agreements are required for integration with third-party
applications. In addition to ensuring that API services are functioning correctly,Tyler will participate in
developer-to-developer discussions, if necessary,to allow the client to attain a satisfactory understanding
of baseline API operation, as specified in the agreement. It is the Client's responsibility to fulfill
integrations using Tyler's API services and ensure operation of the third party API services.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Standard 3'd Party Data Exchange Planning
TYLER CLIENT
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Review Standard or contracted Data
A R C I I C
Exchanges
Define or confirm needed Data
I C A C C R
Exchanges
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4.3.5 Modification Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage.Tigard reviews the specifications and confirms they meet Tigard's needs prior to
acceptance. Out of Scope items or changes to specifications after acceptance may require a Change
Request.
Tyler's intention is to minimize Modifications by using Standard functionality within the Application,
which may require a Tigard business process change. It is the responsibility of Tigard to detail all of their
needs during the Assess and Define Stage.Tyler will write up specifications(for Tigard approval)for
contracted program Modifications. Upon approval,Tyler will make the agreed upon Modifications to the
respective program(s). Once the Modifications have been delivered,Tigard will test and approve those
changes during the Build and Validate Stage.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Modification Analysis&Specification,if contracted
TYLER CLIENT
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Analyze contracted modified
A C R C C I C C
program requirements
Develop specification document(s) A I C R I I I I
Review specification document(s);
provide changes to Tyler,if I C C A R I C C
applicable
Sign-off on specification
I I A R C I I C
document(s)and authorize work
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4.3.6 Forms & Reports Planning
Tigard and Tyler project manager(s) review Forms and Report needs. Items that may be included in the
Agreement are either Standard Forms and Reports or known/included Modification(s). Items not included
in the Agreement could be either Tigard-developed Reports or a newly discovered Modification that will
require a Change Request.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Forms&Reports Planning
TYLER CLIENT
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Review required Forms output A R C I C I
Review and complete Forms options
I I A R C
and submit to Tyler
Review in Scope Reports A R I C C
Identify additional Report needs I C A R C
Add applicable tasks to Project A R I C C I I I
schedule
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4.3.7 System Deployment
The Tyler Technical Services team Installs Tyler Applications on the Tyler hosted server and ensures the
platform operates as expected.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 System Deployment
TYLER CLIENT
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Install contracted software on server A I R I C
Ensure platform operates as '
expected A I R I C
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4.3.8 Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Build &Validate Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.3.8.1 Assess & Define Stage Deliverables
• Completed analysis Questionnaire
o Objective: Gather and document information related to Tigard business processes for
current/future state analysis as it relates to Tyler approach/solution.
o Scope: Provide comprehensive answers to all questions on Questionnaire(s).
o Acceptance criteria:Tigard acceptance of completed Questionnaire based on
thoroughness of capturing all Tigard business practices to be achieved through Tyler
solution.
• Data conversion summary and specification documents
o Objective: Define data conversion approach and strategy.
o Scope: Data conversion approach defined, data extract strategy, conversion and
reconciliation strategy.
o Acceptance criteria: Data conversion document(s) delivered to the Tigard, reflecting
complete and accurate conversion decisions.
• Modification specification documents, if contracted
o Objective: Provide comprehensive outline of identified gaps, and how the modified
program meets the Tigard's needs.
o Scope: Design solution for Modification.
o Acceptance criteria: Tigard accepts Modified Specification Document(s) and agrees that
the proposed solution meets their requirements.
• Completed Forms options and/or packages
o Objective: Provide specifications for each Tigard in Scope form, Report and output
requirements.
o Scope: Complete Forms package(s) included in agreement and identify Report needs.
o Acceptance criteria: Identify Forms choices and receive supporting documentation.
• Installation checklist
o Objective: Installation of purchased Tyler software.
o Scope:Tyler will conduct an initial coordination call, perform an installation of the
software included in the Agreement, conduct follow up to ensure all tasks are complete,
and complete server system administration training.
o Acceptance criteria:Tyler software is successfully installed and available to authorized
users,Tigard team members are trained on applicable system administration tasks.
4.3.8.2 Assess & Define Stage Acceptance Criteria
• Tyler software is installed.
• Fundamentals review is complete.
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• Required Form information complete and provided to Tyler.
• Current/Future state analysis completed; Questionnaires delivered and reviewed.
• Data conversion mapping and extractions completed and provided to Tyler.
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4.4 Build & Validate (Stage 3)
The objective of the Build &Validate Stage is to prepare the software for use in accordance with Tigard's
needs identified during the Assess and Define Stage, preparing Tigard for Final Testing and Training.
4.4.1 Configuration & Power User Training
Tyler staff collaborates with Tigard to complete software configuration based on the outputs of the future
state analysis performed during the Assess and Define Stage.Tyler staff will train the Tigard Power Users
to prepare them for the Validation of the software.Tigard collaborates with Tyler staff iteratively to
Validate software configuration.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
•
STAGE 3 Build&Validate
TYLER CLIENT
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TASKS I— F— I— F I— I- I— H I— U U U U U U U U U U U
Perform configuration A R I R I
Power User process and Validation A R I C I C
training
Validate configuration I C A C R C
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4.4.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors. With assistance from Tigard,the Tyler
Data Conversion Team addresses items within the conversion program to provide the most efficient data
conversion possible.With guidance from Tyler,Tigard reviews specific data elements within the system
and identifies and Reports discrepancies in writing. Iteratively,Tyler collaborates with Tigard to address
conversion discrepancies prior to acceptance.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
•
STAGE 3 Data Conversion&Validation
TYLER CLIENT
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Write and run data conversion
AICR C
program against Client data
Complete initial review of data AICR I I C
errors
Review data conversion and submit
I C I A C R C
needed corrections
Revise conversion program(s)to AICR I I C C
correct error(s)
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4.4.3 Standard 3rd Party Data Exchange Validation
Tyler provides training on Data Exchange(s) and Tigard tests each Data Exchange.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 3 Standard 3rd Party Data Exchange Validation
TYLER CLIENT
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Train Data Exchange(s) processing in
A R C I I I C I
Tyler software
Coordinate 3`d Party Data Exchange I I A C C R
activities
Test all Standard 3rd party Data
I C A C I R C
Exchange(s)
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4.4.4 Modification Delivery & Validation, if contracted
Tyler delivers in Scope Modification(s)to Tigard for preliminary testing. Final acceptance will occur during
the Final Testing and Training Stage.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 3 Modification Delivery&Validation,if contracted
TYLER CLIENT
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Develop and deliver contracted A I C I R I C I C I C
modified program(s)
Test contracted modified
I C C A C R C
program(s) in isolated database
Report discrepancies between
specification and delivered I I I A R C C
contracted modified program(s)
I
Make corrections to contracted
AICI R I C C I
modified program(s)as required
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4.4.5 Forms & Reports Validation
Tyler provides training on Standard Forms/Reports and Tigard tests each Standard Form/Report.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
•
STAGE 3 Forms&Reports Validation
TYLER CLIENT
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Standard Forms& Report training 1 A R I C C I
Test Standard Forms&Reports I C C A C R C
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4.4.6 Control Point 3: Build & Validate Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.Advancement to the Final Testing&
Training Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.4.6.1 Build &Validate Stage Deliverables
• Initial data conversion
o Objective: Convert Legacy System data into Tyler system.
o Scope: Data conversion program complete; deliver converted data for review.
o Acceptance criteria: Initial error log available for review.
• Data conversion verification document
o Objective: Provide instructions to Tigard to verify converted data for accuracy.
o Scope: Provide self-guided instructions to verify specific data components in Tyler
system.
o Acceptance criteria:Tigard accepts data conversion delivery;Tigard completes data
issues log.
• Installation of Modifications on Tigard's server(s) *except for hosted Clients
o Objective: Deliver Modification(s) in Tyler software.
o Scope: Program for Modification is complete and available in Tyler software, Modification
testing.
o Acceptance criteria: Delivery of Modification(s) results in objectives described in the
Tigard-signed specification.
• Standard Forms & Reports Delivered
o Objective: Provide Standard Forms& Reports for review.
o Scope: Installation of all Standard Forms& Reports included in the Agreement.
o Acceptance criteria: Standard Forms & Reports available in Tyler software for testing in
Stage 4.
4.4.6.2 Build &Validate Stage Acceptance Criteria
• Application configuration completed.
• Standard Forms & Reports delivered and available for testing in Stage 4.
• Data conversions (except final pass) delivered.
• Standard 3rd party Data Exchange training provided.
• Modifications delivered and available for testing in Stage 4.
• Tigard and Tyler have done a review of primary configuration areas to Validate completeness and
readiness for testing and acceptance in Stage 4.
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4.5 Final Testing & Training (Stage 4)
During Final Testing and Training,Tyler and Tigard review the final Cutover plan.A critical Project success
factor is the Tigard understanding the importance of Final Testing and Training and dedicating the
resources required for testing and training efforts in order to ensure a successful Production Cutover.
4.5.1 Cutover Planning
Tigard and Tyler project manager(s) discuss final preparations and critical dates for Production Cutover.
Tyler delivers a Production Cutover Checklist to outline Cutover tasks to help prepare Tigard for success.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 4 Cutover Planning
TYLER CLIENT
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1— 1— 1— 1— 1— 1— 1-- 1— 1— U U U U U U V U U U U
Cutover Planning Session A R C I C C C C C C
Develop Production Cutover A R C I I C C I I C
Checklist
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4.5.2 User Acceptance Testing (UAT)
Tigard performs User Acceptance Testing to verify software readiness for day-to-day business processing.
Tyler provides a Test Plan for users to follow to ensure proper Validation of the system.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 4 User Acceptance Testing(UAT)
TYLER CLIENT
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1-- H H H H H H H H u u u u u u u u u u u
Deliver Test Plan for User
A R C I I
Acceptance Testing
Perform User Acceptance Testing I C ARCCC I IC I
Accept modified program(s),if
I I I ARCIC C
applicable
Validate Report performance I I C C A C R C
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4.5.3 End User Training
End Users attend training sessions to learn how to utilize Tyler software.Training focuses primarily on
day-to-day Tigard processes that will be delivered via group training,webinar, eLearnings and/or live
training sessions.
Unless stated otherwise in the Agreement,Tyler provides two occurrences of each scheduled training or
implementation topic with up to the maximum number of users as defined in the Agreement but no
more than fifteen (15) in a live setting and thirty (30) in a virtual setting, or as otherwise mutually
agreed.Tigard users who attended the Tyler sessions may train any Tigard users not able to attend the
Tyler sessions or additional sessions may be contracted at the applicable rates for training. All training
sessions will be recorded by Tigard and be made available on Tigard shared drive for future reference
and use by Tigard.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 4 End User Training
TYLER CLIENT
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Conduct user training sessions A R C I I I I I
Conduct additional End User training I IACIRIIII
sessions
ll
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4.5.4 Control Point 4: Final Testing &Training Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.Advancement to the Production
Cutover Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.5.4.1 Final Testing&Training Stage Deliverables
• Production Cutover checklist
o Objective: Provide a detailed checklist outlining tasks necessary for production Cutover.
o Scope: Dates for final conversion, date(s)to cease system processing in Legacy System,
date(s) for first processing in Tyler system, contingency plan for processing.
o Acceptance criteria: Definition of all pre-production tasks, assignment of owners and
establishment of due dates.
• User Acceptance Test Plan
o Objective: Provide testing steps to guide users through testing business processes in Tyler
software.
o Scope:Testing steps for Standard business processes.
o Acceptance criteria:Testing steps have been provided for Standard business processes.
4.5.4.2 Final Testing &Training Stage Acceptance Criteria
• Production Cutover Checklist delivered and reviewed.
• Modification(s)tested and accepted, if applicable.
• Standard 3rd party Data Exchange programs tested and accepted.
• Standard Forms& Reports tested and accepted.
• User acceptance testing completed.
• End User training completed.
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4.6 Production Cutover (Stage 5)
Tigard and Tyler resources complete tasks as outlined in the Production Cutover Plan and the Tigard
begins processing day-to-day business transactions in the Tyler software. Following Production Cutover,
the Tigard transitions to the Tyler support team for ongoing support of the Application.
4.6.1 Final Data Conversion, if applicable
Tigard provides final data extract and Reports from the Legacy System for data conversion and Tyler
executes final data conversion.Tigard may need to manually enter into the Tyler system any data added
to the Legacy System after final data extract.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Final Data Conversion,if applicable
TYLER CLIENT
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Provide final data extract C I I A C I I I I R
Provide final extract balancing
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Convert and deliver final pass of A I I R I I I C
data
Validate final pass of data I C C I A C R C
Load final conversion pass to
I I I A C I C R
Production environment
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4.6.2 Production Processing & Assistance
Tyler staff collaborates with Tigard during Production Cutover activities.Tigard transitions to Tyler
software for day-to day business processing.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Production Processing&Assistance
TYLER CLIENT
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Production processing C C I I A R R R R R R I I
Provide production assistance A R C I C C C C C C
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4.6.3 Transition to Tyler Support
Tyler project manager(s) introduce Tigard to the Tyler Support team,who provides Tigard with day-to-day
assistance following Production Cutover.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Transition to Tyler Support
TYLER CLIENT
t
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H F- I— H I— H F- H H U U U U U U U U U U U
Develop internal support plan I A R C C C C C C C
Conduct transfer to Support '
A I C R C C C C I I C I I
meeting
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4.6.4 Schedule Post-Production Services, if applicable
Tyler provides post-production services if included in the Agreement. Prior to scheduling services,the
Tyler project manager(s) collaborate with Tigard project manager(s)to identify needs.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Schedule Post-Production Services,if applicable
TYLER CLIENT
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H E- H• E-- H H H H H u u u u u u u u u u u
Identify topics for post-production
C C A R I C I
services
Schedule services for post- A R I C C I C I
production topics
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4.6.5 Control Point 5: Production Cutover Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.Advancement to the Phase/Project
Closure Stage is dependent upon Tyler's receipt of this Stage Acceptance.
4.6.5.1 Production Cutover Stage Deliverables
• Final data conversion, if applicable
o Objective: Ensure (in Scope) Legacy System data is available in Tyler software in
preparation for production processing.
o Scope: Final passes of all conversions completed in this Phase.
o Acceptance criteria: Data is available in production environment.
• Support transition documents
o Objective: Define strategy for on-going Tyler support.
o Scope: Define support strategy for day-to-day processing, conference call with Tigard
Project Manager(s) and Tyler support team, define roles and responsibilities, define
methods for contacting support.
o Acceptance criteria: the Tigard receives tools to contact support and understands proper
support procedures.
4.6.5.2 Production Cutover Stage Acceptance Criteria
• Final data conversion(s) delivered.
• Processing is being done in Tyler production.
• Transition to Tyler support is completed.
• Post-live services have been scheduled, if applicable.
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4.7 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of all products purchased and encompassed in the
Phase or Project.Tigard moves into the next cycle of their relationship with Tyler (next Phase of
implementation or long-term relationship with Tyler Support).
4.7.1 Close Phase/Project
Tigard and Tyler project manager(s) review the list of outstanding Project activities and develop a plan to
address them.The Tyler project manager(s) review the Project budget and status of each contract
Deliverable with the Tigard project manager(s) prior to closing the Phase or Project.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 6 Close Phase/Project
TYLER CLIENT
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Review outstanding Project activities
A R C C C I C I C
and develop action plan
Review Project budget and status of A R I I C
contract Deliverables
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4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. This is the final acceptance for the
Phase/Project.
4.7.2.1 Phase/Project Closure Stage Deliverables
• Phase/Project reconciliation report
o Objective: Provide comparison of contract Scope and Project budget.
o Scope: Contract Scope versus actual, analysis of services provided and remaining budget,
identify any necessary Change Requests or Project activity.
o Acceptance criteria: Acceptance of services and budget analysis and plan for changes, if
needed.
4.7.2.2 Phase/Project Closure Stage Acceptance Criteria
• Outstanding Phase or Project activities have been documented and assigned.
• Phase/final Project budget has been reconciled.
• Tyler Deliverables for the Phase/Project are complete.
•
4.8 Tyler Software Acceptance.
4.8.1 For Control Points 1 through 5 of each Phase, as defined in the Statement of Work, Client will
use the acceptance process and criteria as set forth in the Statement of Work.
4.8.2 For Control Point 6 of each Phase, as defined in the Statement of Work, Client will use the
following acceptance process and the process and criteria set forth in Control Point 6 in the Statement
of Work.
(a) Client will have a maximum of a thirty(30) calendar day"Test Period" after the Go Live Date
of each Phase to test the System in a live production environment and report documented
Critical - Priority level 1 and High - priority level 2 defects..Any such extension of the Test
Period may require provision of additional services listed in Exhibit A as "Munis Post
Implementation Support Services"
(b) If there are no Critical—Priority level 1 and High - priority level 2 defects reported during
the Test Period Client shall issue a "Phase Acceptance"for that Phase.
(c) If Client reports a documented Critical - Priority level 1 and High - priority level 2 defect
during the Test Period, Client will notify Tyler in writing.Tyler will timely review the
defect(s) or provide a mutually agreeable plan for future resolution of any Critical - Priority
level 1 and High - priority level 2 defect(s). A dispute with respect to the plan shall be
addressed pursuant to the Dispute Resolution Process of this Agreement. Upon review or
delivery of a defect during the Test Period, Client may re-perform testing for a maximum of
fifteen (15) days within the "Test Period".This procedure shall repeat until all Critical -
Priority level 1 and High - priority level 2 defect(s) have either been resolved or the Client
and Tyler, reasonably cooperating, have developed a mutually agreeable schedule for
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Critical - Priority level 1 and High - priority level 2 defect(s) resolution. Client shall issue a
"Phase Acceptance" for that Phase, based on the agreed upon plan,for the Critical - Priority
level 1 and High - priority level 2 defect(s).
(d) Upon Phase Acceptance of the last Phase of the project, Tyler shall request that Client grant
Final Acceptance. Client will use the acceptance process and criteria set forth in 4.7 of the
Statement of Work and Control Point 6 and shall issue Final Acceptance upon mutually
agreed upon schedule of all Critical - Priority level 1 and High - priority level 2 Defects
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5 Roles and Responsibilities
5.1 Tyler Roles and Responsibilities
Tyler assigns project manager(s) prior to the start of each Phase of the Project.The project manager(s)
assign additional Tyler resources as the schedule develops and as needs arise. One person may fill
multiple project roles.
5.1.1 Tyler Executive Management
• Provides clear direction for Tyler staff on executing on the Project Deliverables to align with
satisfying the Tigard's overall organizational strategy.
• Authorizes required project resources.
• Resolves all decisions and/or issues not resolved at the implementation management level as part
of the escalation process.
• Offers additional support to the project team and is able to work with other Tyler department
managers in order to escalate and facilitate implementation project tasks and decisions.
• Acts as the counterpart to the Tigard's executive sponsor.
5.1.2 Tyler Implementation Management
• Acts as the counterpart to the Tigard steering committee.
• Assigns initial Tyler project personnel.
• Works to resolve all decisions and/or issues not resolved at the Project Management level as part
of the escalation process.
• Attends Tigard steering committee meetings as necessary.
• Provides support for the project team.
• Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
• Monitors project progress including progress towards agreed upon goals and objectives.
5.1.3 Tyler Project Manager
The Tyler project manager(s) provides oversight of the Project, coordination of resources between
departments, management of the project budget and schedule, effective risk and issue management, and
is the primary point of contact for all Project related items.
• Contract Management
o Validates contract compliance throughout the Project.
o Ensures Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Prepares and presents contract milestone sign-offs for acceptance by Tigard project
manager(s).
o Coordinates Change Requests, if needed, to ensure proper Scope and budgetary
compliance.
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• Planning
o Update and deliver Implementation Management Plan.
o Defines project tasks and resource requirements.
o Develops initial project schedule and full scale Project Plan.
o Collaborates with Tigard project manager(s)to plan and schedule project timelines to
achieve on-time implementation.
• Implementation Management
o Tightly manages Scope and budget of Project; establishes process and approval matrix
with the Tigard to ensure Scope changes and budget planned versus actual are
transparent and handled effectively and efficiently.
o Establishes and manages a schedule and resource plan that properly supports the Project
Plan that is also in balance with Scope/budget.
o Establishes risk/issue tracking/reporting process between the Tigard and Tyler and takes
all necessary steps to proactively mitigate these items or communicates with
transparency to the Tigard any items that may impact the outcomes of the Project.
o Collaborates with the Tigard's project manager(s)to establish key business drivers and
success indicators that will help to govern project activities and key decisions to ensure a
quality outcome of the project.
o Sets a routine communication plan that will aide all project team members, of both the
Tigard and Tyler, in understanding the goals, objectives, current status and health of the
project.
• Team Management
o Acts as liaison between project team and Tyler manager(s).
o Identifies and coordinates all Tyler resources across all applications, Phases, and activities
including development, forms, installation, reports, implementation, and billing.
o Provides direction and support to project team.
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the
Project Plan,task list, and Production Cutover Checklist.
o Assesses team performance and adjusts as necessary.
o Interfaces closely with Tyler developers to coordinate program Modification activities.
o Coordinates with in Scope 3rd party providers to align activities with ongoing project
tasks.
5.1.4 Tyler Implementation Consultant
• Completes tasks as assigned by the Tyler project manager(s).
• Performs problem solving and troubleshooting.
• Follows up on issues identified during sessions.
• Documents activities for on site services performed by Tyler.
• Provides conversion Validation and error resolution assistance.
• Recommends guidance for testing Forms and Reports.
• Tests software functionality with the Tigard following configuration.
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• Assists during Production Cutover process and provides production support until the Tigard
transitions to Tyler Support.
• Provides product related education.
• Effectively facilitates training sessions and discussions with Tigard and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
• Conducts training(configuration, process, conversion Validation)for Power Users and the
Tigard's designated trainers for End Users.
• Clearly documents homework tasks with specific due dates and owners, supporting and
reconciling with the final Project Plan.
• Keeps Tyler project manager(s) proactively apprised of any and all issues which may result in the
need for additional training, change in schedule, change in process decisions, or which have the
potential to adversely impact the success of the Project prior to taking action.
5.1.5 Tyler Sales
• Provide sales background information to Implementation team during Project initiation.
• Support Sales transition to Implementation team.
• Provide historical information, as needed, throughout implementation.
5.1.6 Tyler Software Support
• Manages incoming client issues via phone, email, and online customer incident portal.
• Documents and prioritizes issues in Tyler's Customer Relationship Management(CRM) system.
• Provides issue analysis and general product guidance.
• Tracks issues and tickets to timely and effective resolution.
• Identifies options for resolving reported issues.
• Reports and escalates defects to Tyler Development.
• Communicates with the Tigard on the status and resolution of reported issues.
5.1.7 Tyler SaaS Technicians
• Provides maintenance of hosted server hardware, operating system, and Software Upgrades.
• Provides IT-related services for server environment.
• Provides remote technical assistance and tracks issues.
• Provides systems management and disaster recovery services within hosting services.
• Adds new City of Tigard, OR users; SaaS determines user names incorporating a unique client
identifier and user initials.
• Performs Tyler Software Upgrades through coordination with the City of Tigard, OR.
•
5.2 Tigard Roles and Responsibilities
Tigard resources will be assigned prior to the start of each Phase of the project. One person may be
assigned to multiple project roles.
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5.2.1 Tigard Executive Sponsor
• Provides clear direction for the Project and how the Project applies to the organization's overall
strategy.
• Champions the Project at the executive level to secure buy-in.
• Authorizes required Project resources.
• Resolves all decisions and/or issues not resolved at the Tigard steering committee level as part of
the escalation process.
• Actively participates in organizational change communications.
5.2.2 Tigard Steering Committee
• Works to resolve all decisions and/or issues not resolved at the project manager level as part of
the escalation process.
• Attends all scheduled steering committee meetings.
• Provides support for the project team.
• Assists with communicating key project messages throughout the organization.
• Prioritizes the project within the organization.
• Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources.
• Monitors project progress including progress towards agreed upon goals and objectives.
• Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o Tigard Policies
5.2.3 Tigard Project Manager
The Tigard shall assign project manager(s) prior to the start of this Project with overall responsibility and
authority to make decisions related to project Scope, scheduling, and task assignment, and communicates
decisions and commitments to the Tyler project manager(s) in a timely and efficient manner. When the
Tigard project manager(s) do not have the knowledge or authority to make decisions, he or she engages
the correct resources from Tigard to participate in discussions and make decisions in a timely fashion to
avoid Project delays.
• Contract Management
o Validates contract compliance throughout the Project.
o Ensures invoicing and Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Signs off on contract milestone acknowledgment documents.
o Collaborates on and approves Change Requests, if needed,to ensure proper Scope and
budgetary compliance.
• Planning
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o Review and acknowledge Implementation Management Plan.
o Defines project tasks and resource requirements for Tigard project team.
o Collaborates in the development and approval of the initial Project Plan and Project Plan.
o Collaborates with Tyler project manager(s)to plan and schedule Project timelines to
achieve on-time implementation.
• Implementation Management
o Tightly manages Project budget and Scope and collaborates with Tyler project manager(s)
to establish a process and approval matrix to ensure Scope changes and budget planned
versus actual are transparent and handled effectively and efficiently.
o Collaborates with Tyler project manager to establish and manage a schedule and
resource plan that properly supports the Project Plan, as a whole,that is also in balance
with Scope/budget.
o Collaborates with Tyler Project manager(s) to establishes risk/issue tracking/reporting
process between the Tigard and Tyler and takes all necessary steps to proactively
mitigate these items or communicates with transparency to Tyler any items that may
impact the outcomes of the Project.
o Collaborates with Tyler Project manager(s)to establish key business drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality
outcome of the Project.
o Routinely communicates with both Tigard staff and Tyler, aiding in the understanding of
goals, objectives, current status, and health of the Project by all team members.
• Team Management
o Acts as liaison between project team and stakeholders.
o Identifies and coordinates all Tigard resources across all modules, Phases, and activities
including data conversions, forms design, hardware and software installation, reports
building, and satisfying invoices.
o Provides direction and support to project team.
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the
Project Plan,task list, and Production Cutover Checklist.
o Assesses team performance and takes corrective action, if needed.
o Provides guidance to Tigard technical teams to ensure appropriate response and
collaboration with Tyler Technical Support Teams to ensure timely response and
appropriate resolution.
o Coordinates in Scope 3rd party providers to align activities with ongoing Project tasks.
5.2.4 Tigard Functional Leads
• Makes business process change decisions under time sensitive conditions.
• Communicates existing business processes and procedures to Tyler consultants.
• Assists in identifying business process changes that may require escalation.
• Attends and contributes business process expertise for current/future state analysis sessions.
• Identifies and includes additional subject matter experts to participate in Current/Future State
Analysis sessions.
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• Provides business process change support during Power User and End User training.
• Completes performance tracking review with client project team on End User competency on
trained topics.
• Provides Power and End Users with dedicated time to complete required homework tasks.
Act as an ambassador/champion of change for the new process.
Identifies and communicates any additional training needs or scheduling conflicts to Tigard
project manager.
- Prepares and Validates Forms.
• Actively participates in all aspects of the implementation, including, but not limited to,the
following key activities:
o Task completion
o Stakeholder Presentation
o Implementation Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of Tigard resources
o Attendance at scheduled sessions
o Change Management activities
o Modification specification, demonstrations,testing and approval assistance
o Conversion Analysis and Verification Assistance
o Decentralized End User Training
o Process Testing
o User Acceptance Testing
5.2.5 Tigard Power Users
• Participate in Project activities as required by the project team and project manager(s).
• Provide subject matter expertise on Tigard business processes and requirements.
• Act as subject matter experts and attend current/future state and validation sessions as needed.
• Attend all scheduled training sessions.
• Participate in all required post-training processes as needed throughout Project.
• Participate in Conversion Validation.
• Test all Application configuration to ensure it satisfies business process requirements.
• Become Application experts.
• Participate in User Acceptance Testing.
• Adopt and support changed procedures.
• Complete all Deliverables by the due dates defined in the Project Plan.
• Demonstrate competency with Tyler products processing prior to Production Cutover.
• Provide knowledge transfer to Tigard staff during and after implementation.
5.2.6 Tigard End Users
• Attend all scheduled training sessions.
• Become proficient in Application functions related to job duties.
• Adopt and utilize changed procedures.
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• Complete all Deliverables by the due dates defined in the Project Plan.
• Utilize software to perform job functions at and beyond Production Cutover.
5.2.7 Tigard Technical Support
• Coordinates updates and releases with Tyler as needed.
• Coordinates the copying of source databases to training/testing databases as needed for training
days.
• Extracts and transmits conversion data and control reports from Tigard's Legacy System per the
conversion schedule set forth in the Project Plan.
• Coordinates and adds new users and printers and other Peripherals as needed.
• Validates all users understand log-on process and have necessary permission for all training
sessions.
• Coordinates Interface development for Tigard third party Data Exchanges.
• Develops or assists in creating Reports as needed.
• Ensures onsite system hardware meets specifications provided by Tyler.
• Assists with software Installation as needed.
5.2.8 Tigard Upgrade Coordinator
• Becomes familiar with the Software Upgrade process and required steps.
• Becomes familiar with Tyler's releases and updates.
• Utilizes Tyler Community to stay abreast of the latest Tyler releases and updates, as well as the
latest helpful tools to manage the Tigard's Software Upgrade process.
• Assists with the Software Upgrade process during implementation.
• Manages Software Upgrade activities post-implementation.
• Manages Software Upgrade plan activities.
• Coordinates Software Upgrade plan activities with Tigard and Tyler resources.
• Communicates changes affecting users and department stakeholders.
• Obtains department stakeholder sign-offs to upgrade production environment.
5.2.9 Tigard Project Toolset Coordinator
• Ensures users have appropriate access to Tyler project toolsets such as Tyler University,Tyler
Community,Tyler Product Knowledgebase, SharePoint, etc.
• Conducts training on proper use of toolsets.
• Validates completion of required assignments using toolsets.
5.2.10 Tigard Change Management Lead
• Validates users receive timely and thorough communication regarding process changes.
• Provides coaching to supervisors to prepare them to support users through the project changes.
• Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
• Identifies areas of resistance and develops a plan to reinforce the change.
• Monitors post-production performance and new process adherence.
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5.3 EnerGov Preliminary Conversion Summary
5.4 Community Development
• Permit Master basic information
• Plan Master basic information
• Plan & Permit Contacts
• Unique (keyed) contacts converted to global contacts
• Non-keyed contacts converted to a Memo Custom Field or standard note
• Sub-permit Associations—Visible in Workflow and Attached Records
• Reviews and Approvals
• Projects
• Permit Renewals
• Bonds and Escrow
• Contractors
• Initialized Workflows
• Inspections and Inspection Cases
• Meetings and Hearings
• Activities and Actions
• Conditions
• Fees
• Holds
Notes
- Parcels and Addresses
• Payments and Fee History
• Zones
• Code Case Master basic information
• Code Requests
• Code Case Contacts and Properties
• Unique (keyed) contacts converted to global contacts
• Non-keyed contacts converted to a Memo Custom Field or standard note
• Violations
• Fees
• Payments
• Notes
5.5 Business Management
• Business Entity(Only for Business Licensing)
• License Master basic information
• License Contacts
o Unique (keyed) contacts converted to global contacts
o Non-keyed contacts converted to a Memo Custom Field or standard note
• Reviews and Approvals—Converted to Activity
• Fees
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•• technologies
• Bonds and Escrow
• Activities and Actions
• Conditions
• Notes
• Holds
• Initialized Workflows
• Contractors
• Business Types and NAICS Codes
• Payment and Fee History
• Code Case Master basic information
• Code Requests
• Code Case Contacts and Properties
o Unique (keyed) contacts converted to global contacts
o Non-keyed contacts converted to a Memo Custom Field or standard note
• Parcels and Addresses
• Meetings and Hearings
• Violations
o Fees
o Payments
o Notes
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6 Munis Preliminary Conversion Summary
6.1 Accounting COA
• Chart of Accounts segments, objects, character codes, project codes (if applicable), organization
codes (if applicable), control accounts budget rollups,fund attributes, due to/due from accounts
• Requires the use of a Tyler provided spreadsheet for design and entry of the data to be converted
6.2 Accounting - Actuals
• Summary account balances
• Upto3years
6.3 Accounting - Budgets
• Original budget, budget adjustments, revised budget summaries for accounts
• Up to 3 years
6.4 Accounts Payable Master
• Vendor Master file including names, addresses,SSN/FID, contacts, phone numbers
• Multiple remittance addresses
• Year-to-date 1099 amounts
6.5 Accounts Payable - Checks
• Check header data including vendor, warrant, check number, check date, overall check amount,
GL cash account and clearing information
• Check detail data including related document and invoice numbers for each check
6.6 Accounts Payable - Invoices
• Invoice header data containing general information for the invoice
• Invoice detail data containing line-specific information for the invoice
6.7 Business License Master
• Businesses, licenses and permits, charges and receipts, and classification codes
6.8 Business License - Bills
• Receivable amounts associated with license detail
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6.9 Contracts
• Contract header detail with many fields available to convert including fiscal year and period,
vendor number, department code, description, enforcement method code, dates for award,
approval, entry and expiration, retention information, user-defined type and review codes, status
code, user id for entry and approver. Additional fields are also available.
• Contract detail including line item account and amount detail
6.10 Capital Assets Master
• Asset description,status, acquisition quantity, date and amount, codes for asset class, subclass,
department, custodian,flags for capitalization and depreciation, estimated life, serial number,
model, model year, depreciation method, life-to-date depreciation amount, last depreciation
date, disposal information (if any), purchase information, if any (vendor, P0, Invoice)
6.11 General Billing CID
• Customer information
6.12 Inventory Master
• General master data includes item, description, commodity code, purchase vendor and date,
date received, GL information, hazard code, etc. Location master includes item, location, bin,
various quantities (on-hand, last, committed, standard purchase, re-order), lead time; count,
count date, and variance; GL information; plus many accumulator buckets
(MTD/YTD/SOY/SOM/LY received/issued /adjusted/cost/value), etc. FIFO data includes item,
location, date, qty-received, unit cost, and quantity on hand.
6.13 Payroll
• Payroll Employee Master data including data such as name, address, SSN, legacy employee ID,
date of birth, hire date, activity status (such as active/inactive), leave/termination code and date,
phone(s), e-address, marital status, gender, race, personnel status (such as full-time, part-time,
etc.), highest degree, advice-delivery (print/email/both) and check location, plus primary group,
job, location, and account information
6.14 Payroll — Accumulators
• YTD, QTD, MTD amounts for employee pay and deductions
• Needed for mid-calendar-year go-live
• May not be needed if converting earnings/deductions history
6.15 Payroll — Accrual Balances
• Employee Accrual Balances including Vacation, Holiday, and other Leave balances
• Start of year balance, earned to date, used to date
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6.16 Payroll — Check History
• Up to 5 years, additional years must be quoted. We convert amounts for earnings and deductions
in employee check history, check number and date.
6.17 Payroll — Certifications
• Certification area and certification type codes, certification number and effective date, expiration
date, and required-by date, codes for certification level and subjects
6.18 Payroll — Earning/Deduction Hist.
• Up to 5 years, additional years must be quoted. Earning and deduction history broken down my
individual codes (earnings and deduction) and amounts per pay period,the detail of these lines,
sums the check history in opt 4.
6.19 Payroll - Deductions
• Employee Deductions- including employee ID, deduction codes,tax information, and direct
deposit information
6.20 Payroll — Education
• Codes, for institution,type of degree, and area(s) of study
6.21 Payroll — Position Control
• Position, description,status,job code, bargaining group, location, number of employees allowed
for each, FTE percentage, GL account, and max/min grade and step
6.22 Payroll — PM Action History
• A variety of Personnel actions, such as job or salary changes and dates these events occurred.
6.23 Payroll — Recruiting
• Application requisition applicant master data, plus applicant references, certifications, education,
skills,tests, work history, and interviews
6.24 Payroll — State Retirement Tables
• Specific state-required data, plus related service years information, when appropriate
• Needed for some states
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6.25 Purchase Orders
• Open purchase orders header data including vendor, buyer, date, accounting information, etc.
• Open purchase orders detail data including line item descriptions, quantities, amounts, etc.
6.26 Project Grant Accounting
• Segments, account strings and fund string allocation table
• Requires the use of a Tyler provided (Chart of Accounts) spreadsheet for design and entry of the
data to be converted
6.27 Project Grant Accounting - Actuals
• Summary project ledger string balances
• Up to 3 years
6.28 Project Grant Accounting — Budget
• Original project ledger budget amounts
• Up to 3 years
6.29 Utility Billing
• Account Master data including previous and current customer owner information-address info,
phone, fax,SSN number, FID number, account status, parcel number, location street, apartment,
city, state, zip, book number, read sequence, account start and end date, EFT bank information
6.30 Utility Billing —Services
• Service data for each account including service codes, status, type, factor, condo units, bill cycle
codes, budget information, winter usage, meter readings( current and previous), meter usage
(current and previous), sales tax information
6.31 Utility Billing —Assessments
• Assessments are improvement costs that are spread across to property owner
• Utility Billing conversion option 4(balance forward AR) must also be purchased in order to
convert assessments
6.32 Utility Billing —Consumption History
• History of meter readings, usage, read dates, usage days, bill amounts, bill dates, read codes
6.33 Utility Billing —Balance Forward AR
• Total balance due on the account, or by charge code
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• If late penalties will be applied in Munis after the conversion, balance forward amounts must be
converted by charge code
6.34 Utility Billing —Service Orders
• Service Orders data associated with accounts, including meter repairs, checks for leaky meter,
reread a meter due to high reading
6.35 Utility Billing —Backflow
• Account information, backflow device information, backflow type, and backflow violations
6.36 Asset Maintenance — Work Order Assets
• Asset Maintenance tables for all work order asset types.These tables contain the detail of the
asset based on the type e.g. Equipment, infrastructure, fleet etc.
6.37 Asset Maintenance — Closed Work Order History No Cost Data
• Work Order History with no cost data,this is the basic work order information,the work order
number, comments, contacts, description, user defined fields.
6.38 Asset Maintenance — Work Order History with Cost Data
• Work Order History with cost data, everything included in option 2 but integrated with several
other Munis modules such as Inventory or Payroll, linking employee numbers, customer number,
Inventory items, etc.
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7 EnerGov Definitions
7.1 "Unique Business Transactions"
• Unique workflow or business process steps&actions (including output actions)
• Unique Fee assessment/configuration definition
• Unique Custom fields/forms definition
Uniqueness of any of these mentioned parameters regulates the need for a unique business case
transaction design document and configuration event.
7.2 "Template Transactions"
• A pre-defined and pre-configured EnerGov best management business process.
• The following modifications to Template Transactions are considered within scope (quantified
above in "Transactions and Automation" section):
o Changes to the required inspections
o Changes to the required review departments
o Adding no more than 2 additional actions to the workflow
o Changes to fees that require creating no more than 3 fees to accommodate
o Changes to the custom field layouts that are related to fees and reports
Tigard will be trained on processes and workflows and the ability to make additional or future
modifications.
7.3 "Geo-Rules"
• An automation event that is triggered by a condition configured around the source ESRI
geodatabase. Current geo-rule events are:
•
Alert • Displays a pop-up with a custom message to the user, notifying them of
certain spatial data (i.e. noise abatement zones;flood zones; etc.).
Block • Places a block on the case and prevents any progress or updates from
occurring on the record (i.e. no status changes can be completed, no fees can
be paid,the workflow cannot be managed, etc.)
Block with • Places a block on the case and prevents any progress or updates from
Override occurring on the record (i.e. no status changes can be completed, no fees can
be paid,the workflow cannot be managed, etc.) However,the block can be
overridden by end-users who have been given the proper securities.
Fee Date • Populates the CPI vesting date on the record if vesting maps are used by the
jurisdiction.
Filed • A custom field or any field inherent in the EnerGov application can
Mapping automatically populate with information based on spatial data.
Required • A workflow action can automatically populate in the workflow details for the
Action particular record (i.e. plan, permit,code case, etc.)that requires the action
based on certain spatial data related to the case.
Required • A workflow step can automatically populate in the workflow details for the
Step particular record (i.e. plan, permit, code case, etc.)that requires the step
based on certain spatial data related to the case.
Zone • The zone(s) automatically populate on the "Zones"tab of the record (i.e. plan,
Mapping permit, code case, etc.).
7.4 "Intelligent Objects (IO)"
• Key components for automatically and reactively triggering geo-rules, computing fees, and
generating emails, alerts and other notifications.
7.5 "Intelligent Automation Agents (IAA)"
• A tool designed to automate task in a proactive manner by setting values and generating emails
and other tasks. On a nightly basis, a Windows service sweeps the EnerGov system looking for IAA
conditions that have been met, and the associated actions are then performed.The IAA does not
generate alerts or errors.
7.6 "EnerGov SDK API (Toolkits)"
• API's developed by Tyler Technologies for extending the EnerGov Framework and functionality to
external agencies and systems. Full documentation is available for each toolkit upon request.
Note:The EnerGov toolkits and related documentation are simply tools that allow clients to
create applications and integrations.The purchase of a toolkit does not imply any development
related services from Tyler Technologies.The client is responsible for working with their IT staff
and VAR's to develop any necessary applications and integrations except as otherwise noted in
the Investment Summary for any"in-scope"integrations.
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8 Glossary
Word or Term = Definition
Application A computer program designed to perform a group of coordinated
functions,tasks or activities for the benefit of the user.
Change Control A systematic approach for managing change governing how Change
Requests will be received,assessed and acted on.
Change Management An approach for ensuring that changes are thoroughly and smoothly
implemented and that the lasting benefits of change are achieved.The
focus is on the global impact of change with an intense focus on people
and how individuals and teams move from the current situation to the
new one.
Change Request A form used as part of the Change Control process whereby changes in
the Scope of work,timeline, resources,and/or budget are revised and
agreed upon by participating parties.
Consumables Items that are used on a recurring basis,usually by Peripherals.
Examples: paper stock or scanner cleaning kits.
Control Point Occurring at the end of each Stage,the Control Point serves as a formal
client review point. Project progress cannot continue until the client
acknowledges the agreed upon Deliverables of the Stage have been
met or agree on an action plan to make the Deliverable acceptable and
move to next Stage while executing final steps of current Stage.
Cutover The point when a client begins using Tyler software in production.
Data Exchange A term used to reference Imports and Exports, and Interfaces which
allow data to be exchanged between an external system and Tyler
software.
Data Mapping The process of mapping fields from the Legacy System to the
appropriate location in the new system from one or more sources.
Deliverable A tangible or intangible object/document produced as a result of the
Project that is intended to be delivered to a client(either internal or
external) or vendor at a specific time.
End User The person for whom the software is designed to use on a day-to-day
basis.
Forms A document which is typically printed on a template background and
only captures data for one record per page. Forms are provided to
entity customers whether internal (employees) or external (citizens).
Imports and Exports A process within the system that a user is expected to run to consume
_ (Import) or produce(Export)a specifically defined file format/layout.
Interface A real-time or automated exchange of data between two systems.
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Install References the initial installation of software files on client services and
preparing the software for use during configuration.The version
currently available for general release will always be used during the
initial install.
Legacy System The system from which a client is converting.
Modification Modification of software program package to provide individual client
requirements documented within the Scope of the Agreement.
Peripherals An auxiliary device that connects to and works with the computer in
some way. Examples: mouse, keyboard, scanner, external drive,
microphone, speaker, webcam, and digital camera.
Phase A portion of the Project in which specific set of related products are
typically implemented. Phases each have an independent start,
Production Cutover and closure dates but use the same
Implementation Plans as other Phases within the Project. Phases may
overlap or be sequential and may have the same Tyler project manager
and Tyler project team or different individuals assigned.
Power User An experienced client person or group who is(are) an expert(s) in the
client business processes,as well as knowledgeable in the requirements
and acceptance criteria.
Project The Project includes all implementation activity from Plan & Initiate to
Closure for all products,Applications and functionality included in a
single Agreement.The Project may be broken down into multiple
Phases.
Project Plan The Project Plan serves as the master blueprint for the Project.As
developed,the Project schedule will become a part of the Project Plan
and outline specific details regarding tasks included in the Project Plan.
Project Planning Meeting Occurs during the Plan & Initiate Stage to coordinate with the Client
project manager to discuss Scope, information needed for project
scheduling and resources.
Questionnaire A document containing a list of questions to be answered by the client
for the purpose of gathering information needed by Tyler to complete
the implementation.
RACI A chart describing level of participation by various roles in completing
tasks or Deliverables for a Project or process.Also known as a
responsibility assignment matrix(RAM) or linear responsibility chart
(LRC).
Reports Formatted to return information related to multiple records in a
structured format. Information is typically presented in both detail and
summary form for a user to consume.
Scope Products and services that are included in the Agreement.
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Software Upgrade References the act of updating software files to a newer software
release.
Stage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project and requires acknowledgement before
continuing to the next Stage.Some tasks in the next Stage may begin
before the prior Stage is complete.
Stakeholder Presentation Representatives of the Tyler implementation team will meet with key
client representatives to present high level Project expectations and
outline how Tyler and the Client can successfully partner to create an
environment for a successful implementation.
Standard Included in the base software (out of the box) package.
Statement of Work(SOW) Document which will provide supporting detail to the Agreement
defining Project-specific activities and Deliverables Tyler will provide to
the client.
Test Plan Describes the testing process. Includes"Test Cases"to guide the users
through the testing process.Test cases are meant to be a baseline for
core processes;the client is expected to supplement with client specific
scenarios and processes.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program or product is working as expected.
Work Breakdown A hierarchical representation of a Project or Phase broken down into
Structure(WBS) smaller, more manageable components.
Statement of Work
Tyler Technologies
Prepared for:
City of Tigard
Mike Nolop
13125 SW Hall Blvd,Tigard, OR 97223
Prepared by:
Lee Midkiff
5519 53rd Street, Lubbock,TX 79414
Tyler Technologies, Inc.
www.tylertech.com
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Table of Contents
1 Executive Summary 5
1.1 Project Overview 5
1.2 Product Summary 5
1.3 Project Timeline 5
1.4 Project Methodology Overview 6
2 Project Governance 6
1.5 Client Governance 6
2.1.1 Client Project Manager 7
2.1.2 Steering Committee 7
2.1.3 Executive Sponsor(s) 7
1.6 Tyler Governance 7
2.1.4 Tyler Project Manager 7
2.1.5 Tyler Implementation Management 7
2.1.6 Tyler Executive Management 8
1.7 Acceptance and Acknowledgment Process 8
3 Overall Project Assumptions 8
1.8 Project, Resources and Scheduling 8
1.9 Data Conversion 9
1.10 Data Exchanges, Modifications, Forms and Reports 10
1.11 Hardware and Software 10
1.12 Education 11
4 Implementation Stages 11
1.13 Work Breakdown Structure (WBS) 11
4.1 Initiate& Plan (Stage 1) 13
4.1.1 Tyler Internal Coordination & Planning 13
4.1.2 System Infrastructure Planning 15
4.1.3 Project/Phase Planning 16
4.1.4 Project Schedule 17
4.1.5 Stakeholder Presentation 18
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4.1.6 Control Point 1: Initiate& Plan Stage Acceptance 19
4.2 Assess& Define (Stage 2) 20
4.2.1 Fundamentals Review 20
4.2.2 Current/Future State Analysis 21
4.2.3 Data Conversion Planning & Mapping 22
4.2.4 Standard 3rd Party Data Exchange Planning 23
4.2.5 Modification Analysis&Specification, if contracted 24
4.2.6 Forms & Reports Planning 25
4.2.7 System Deployment 26
4.2.8 Control Point 2:Assess& Define Stage Acceptance 27
4.3 Build &Validate (Stage 3) 29
4.3.1 Configuration & Power User Training 29
4.3.2 Data Conversion &Validation 30
4.3.3 Standard 3rd Party Data Exchange Validation 31
4.3.4 Modification Delivery&Validation, if contracted 32
4.3.5 Forms & Reports Validation 33
4.3.6 Control Point 3: Build &Validate Stage Acceptance 34
4.4 Final Testing&Training(Stage 4) 35
4.4.1 Cutover Planning 35
4.4.2 User Acceptance Testing(UAT) 36
4.4.3 End User Training 37
4.4.4 Control Point 4: Final Testing&Training Stage Acceptance 38
4.5 Production Cutover(Stage 5) 39
4.5.1 Final Data Conversion, if applicable 39
4.5.2 Production Processing&Assistance 40
4.5.3 Transition to Tyler Support 41
4.5.4 Schedule Post-Production Services, if applicable 42
4.5.5 Control Point 5: Production Cutover Stage Acceptance 43
4.6 Phase/Project Closure (Stage 6) 44
4.6.1 Close Phase/Project 44
4.6.2 Control Point 6: Phase/Project Closure Stage Acceptance 45
5 Roles and Responsibilities 47
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5.1 Tyler Roles and Responsibilities 47
5.1.1 Tyler Executive Management 47
5.1.2 Tyler Implementation Management 47
5.1.3 Tyler Project Manager 47
5.1.4 Tyler Implementation Consultant 48
5.1.5 Tyler Sales 49
5.1.6 Tyler Software Support 49
5.2 City of Tigard Roles and Responsibilities 49
5.2.1 City of Tigard Executive Sponsor 49
5.2.2 City of Tigard Steering Committee 49
5.2.3 City of Tigard Project Manager 50
5.2.4 City of Tigard Functional Leads 51
5.2.5 City of Tigard Power Users 52
5.2.6 City of Tigard End Users 52
5.2.7 City of Tigard Technical Support 52
5.2.8 City of Tigard Upgrade Coordinator 53
5.2.9 City of Tigard Project Toolset Coordinator 53
5.2.10 City of Tigard Change Management Lead 53
1.14 Court Case Management-Standard 53
6 Glossary 55
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1 Executive Summary
1.1 Project Overview
The Statement of Work(SOW) documents the Project Scope, methodology, roles and responsibilities,
implementation Stages, and deliverables for the implementation of Tyler products.
The Project goals are to offer City of Tigard the opportunity to make Tigard more accessible and
responsive to external and internal customer needs and more efficient in its operations through:
• Streamlining, automating, and integrating business processes and practices
• Providing tools to produce and access information in a real-time environment
• Enabling and empowering users to become more efficient, productive and responsive
• Successfully overcoming current challenges and meeting future goals
1.2 Product Summary
Below, is a summary of the products included in this Project, as well as reference to Tigard's functional
area utilizing the Tyler product(s). Refer to the Implementation Stages section of this SOW for information
containing detailed service components.
[PRODUCT] [APPLICATION]
Incode Court
Tyler Content Manager Document Management
1.3 Project Timeline
The Project Timeline establishes a start and end date for each Phase of the Project. Developed during the
Initiate & Plan Stage and revised as mutually agreed to, if needed,the timeline accounts for resource
availability, business goals, size and complexity of the Project, and task duration requirements.
The dates for each Phase provided below are estimates based on preliminary discussions and
assumptions regarding resource availability.The dates do not represent any contractual commitment and
will not be referenced to trigger payment or to enforce deadlines for specific project activities.
Phase Functional Areas Modules Start Date Go-Live
Date
7 Incode • Courts January December
2023 2023
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1.4 Project Methodology Overview
Tyler bases its implementation methodology on the Project Management Institute's (PMI) Process Groups
(Initiating, Planning, Executing, Monitoring&Controlling, and Closing). Using this model,Tyler developed
a 6-stage process specifically designed to focus on critical project success measurement factors.
Tailored specifically for Tyler's public sector clients,the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to Scope, budget,timeline controls, effective
communications, and quality standards. Clearly defined,the project methodology repeats consistently
across Phases, and is scaled to meet Tigard's complexity, and organizational needs.
1.5 Project Collaboration Software/Tools
Tyler will provide a SharePoint site that will serve as the primary collaboration tool for use on the
project.The SharePoint site will contain the project plan, all Tyler project documents, any Client project
documents, any deliverables, sign offs, change orders or other documents that will be shared with the
project team. Current assumption is that SharePoint will be available for at least 12 months after the
last phase Production Cut-Over date.
2 Project Governance
The purpose of this section is to define the resources required to adequately establish the business
needs, objectives, and priorities for the Project; communicate the goals to other project participants; and
provide support and guidance to accomplish these goals. Project governance also defines the structure
for issue escalation and resolution, Change Control review and authority, and organizational Change
Management activities.
The preliminary governance structure establishes a clear escalation path when issues and risks require
escalation above the project manager level. Further refinement of the governance structure, related
processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage.
The path below illustrates an overall team perspective where Tyler and Tigard collaborate to resolve
project challenges according to defined escalation paths. In the event project managers do not possess
authority to determine a solution, resolve an issue, or mitigate a risk,Tyler implementation management
and Tigard steering committee become the escalation points to triage responses prior to escalation to
Tigard and Tyler executive sponsors.As part of the escalation process, each project governance tier
presents recommendations and supporting information to facilitate knowledge transfer and issue
resolution.Tigard and Tyler executive sponsors serve as the final escalation point.
2.1 Client Governance
Depending on Tigard's organizational structure and size, the following governance roles may be filled by
one or more people:
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2.1.1 Client Project Manager
Tigard's project manager(s) coordinate project team members, subject matter experts, and the overall
implementation schedule and serves as the primary point of contact with Tyler. The Tigard project
manager(s)will be responsible for reporting to the Tigard steering committee and determining
appropriate escalation points.
2.1.2 Steering Committee
Tigard's steering committee understands and supports the cultural change necessary for the Project and
fosters an appreciation of the Project's value throughout the organization. The Tigard steering committee
will oversee the Tigard project manager(s) and the Project, and through participation in regular internal
meetings, the Tigard steering committee will remain updated on all project progress, project decisions,
and achievement of project milestones.The Tigard steering committee also provides support to the
Tigard project manager(s) by communicating the importance of the Project to all impacted departments.
The Tigard steering committee is responsible for ensuring the Project has appropriate resources, provides
strategic direction to the project team,for making timely decisions on critical project issues or policy
decisions.The Tigard steering committee also serves as primary level of issue resolution for the Project.
2.1.3 Executive Sponsor(s)
Tigard's executive sponsor provides support to the Project by allocating resources, providing strategic
direction, and communicating key issues about the Project and the Project's overall importance to the
organization. When called upon,the executive sponsor also acts as the final authority on all escalated
project issues.The executive sponsor engages in the Project, as needed, in order to provide necessary
support, oversight, guidance, and escalation, but does not participate in day-to-day project activities.The
executive sponsor empowers the Tigard steering committee, project manager(s), and functional leads to
make critical business decisions for Tigard.
2.2 Tyler Governance
2.2.1 Tyler Project Manager
The Tyler project manager(s) have direct involvement with the Project and coordinates Tyler project team
members, subject matter experts,the overall implementation schedule, and serves as the primary point
of contact with Tigard.As requested by Tigard,the Tyler project manager(s) provide regular updates to
Tigard's steering committee and other Tyler governance members.
2.2.2 Tyler Implementation Management
Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process.Tyler project manager(s) consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution with
the Tyler project manager(s) or with Tigard management, as appropriate.Tyler executive management is
the escalation point for any issues not resolved at this level.The name(s) and contact information for this
resource will be provided and available to the project team.
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2.2.3 Tyler Executive Management
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process.This team member offers additional support to the project team and collaborates with other
Tyler department managers, as needed, in order to escalate and facilitate implementation project tasks
and decisions.The name(s) and contact information for this resource will be provided and available to the
project team.
2.3 Acceptance and Acknowledgment Process
All Deliverables and Control Points must be accepted or acknowledged following the process below.
Acceptance requires a formal sign-off while acknowledgement may be provided without formal sign-off at
the time of delivery.The following process will be used for accepting or acknowledging Deliverables and
Control Points:
• Tigard shall have ten (10) business days from the date of delivery, or as otherwise mutually
agreed upon by the parties in writing,to accept or acknowledge each Deliverable or Control
Point. If Tigard does not provide acceptance or acknowledgement within 10 (10) business days, or
the otherwise agreed upon timeframe, not to be unreasonably withheld,Tyler deems the
Deliverable or Control Point as accepted.
• If Tigard does not agree the particular Deliverable or Control Point meets requirements Tigard
shall notify Tyler project manager(s), in writing, with reasoning within ten (10) business days, or
the otherwise agreed-upon timeframe, not to be unreasonably withheld, of receipt of the
Deliverable.
• Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. Tigard shall
then have ten (10) business days from receipt of the redelivered Deliverable or Control Point to
accept or again submit written notification of reasons for rejecting the milestone. If Tigard does
not provide acceptance or acknowledgement within ten (10) business days, or the otherwise
agreed upon timeframe, not to be unreasonably withheld,Tyler deems the Deliverable or Control
Point as accepted.
3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
• Project activities will begin after the Agreement has been fully executed.
• Tigard has the ability to allocate additional internal resources if needed.Tigard also ensures the
alignment of their budget and Scope expectations.
• Tigard and Tyler ensure that the assigned resources are available, they buy-into the change
process, and they possess the required business knowledge to complete their assigned tasks
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successfully. Should there be a change in resources,the replacement resource should have a
comparable level of availability, buy-in, and knowledge.
• Tyler and Tigard provide adequate resources to support the efforts to complete the Project as
scheduled and within the constraints of the Project budget.
• Abbreviated timelines and overlapped Phases can result in Project delays if there are not
sufficient resources assigned to complete all required work as scheduled.
• Changes to Project Plan, availability of resources or changes in Scope may result in schedule
delays, which may result in additional charges to the Project.
• Tyler provides a written agenda and notice of any prerequisites to Tigard project manager(s)ten
(10) business days prior to any scheduled on site or remote sessions. If notice is not provided
within ten(10)business days, Tigard may require the workshop or associated activity to be
rescheduled without incurring penalty or expense
• Tyler provides notice of any prerequisites to Tigard project manager(s) a minimum of ten (10)
business days prior to any key deliverable due dates.
• Tigard users complete prerequisites prior to applicable scheduled activities.
• Tyler provides guidance for configuration and processing options available within the Tyler
software.Tigard is responsible for making decisions based on the options available.
• In the event Tigard may elect to add and/or modify current business policies during the course of
this Project, Tigard will define and document such policy changes and Tyler will assist Tigard
with the appropriate accommodation of the policy within the solution and Tigard may incur
expenses for additional services to accommodate the solution .
• Tigard makes timely Project related decisions in order to achieve scheduled due dates on tasks
and prepare for subsequent training sessions. Decisions left unmade may affect the schedule, as
each analysis and implementation session builds on the decisions made in prior sessions.
• Tyler considers additional services out of Scope and requires additional time and costs be
requested via Change Request approved through the Change Control process as outlined in the
approved implementation management plan.
• Tigard will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan.
3.2 Data Conversion
• Tigard is readily able to produce the data files needed for conversion from the Legacy System in
order to provide them to Tyler on the specified due date(s).
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• Each Legacy System data file submitted for conversion includes all associated records in a single
approved file layout.
• Tigard understands the Legacy System data extract(s) must be provided to Tyler in the same
format each time unless changes are mutually agreed upon in advance. If not, negative impacts
to the schedule, budget, and resource availability may occur and/or data in the new system may
be incorrect.
• During this process,Tigard may need to correct data scenarios in the Legacy System prior to the
final data pull.This is a complex activity and requires due diligence by Tigard to ensure all data
pulled includes all required data and the Tyler system contains properly mapped data.
• During Production Cutover, Tigard may need to manually add or correct data after data has been
loaded into the production database as mutually agreed to prior to the load
3.3 Data Exchanges, Modifications, Forms and Reports
• Tigard ensures the 3rd party data received conforms to a Tyler standard format.
• The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to manipulate the data received.
• Client is on a supported, compatible version of the 3rd party software or Tyler standard Data
Exchange tools may not be available.
• Tigard is willing to make reasonable business process changes leveraging standard Tyler
functionality rather than expecting the product to conform to every aspect of their current
system/process.
• Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested after contract signing have the potential to change cost,Scope, schedule, and
production dates for project Phases. Modification requests not in Scope must follow the Project
Change Request process as outlined in the approved implementation management plan.
3.4 Hardware and Software
• Tyler will initially Install the most current generally available version of the purchased Tyler
software.
• Tigard will provide network access for Tyler modules, printers, and Internet access to all
applicable City of Tigard and Tyler project staff.
• Tigard has in place all hardware, software, and technical infrastructure necessary to support the
Project.
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• Tigard has in place all hardware, software,and technical infrastructure necessary to support the
Project.
3.5 Education
• Throughout the Project lifecycle, Tigard provides a training room for Tyler staff to transfer
knowledge to Tigard's resources, for both onsite and remote sessions. Tigard will provide staff
with a location to practice what they have learned without distraction. If Phases overlap,Tigard
will provide multiple training facilities to allow for independent sessions scheduling without
conflict.
• The training room is set up in a classroom setting. Tigard determines the number of workstations
in the room.Tyler recommends every person attending a scheduled session with a Tyler
Consultant or Trainer have their own workstation. However,Tyler requires there be no more than
two (2) people at a given workstation.
• Tigard provides a workstation which connects to the Tyler system for the Tyler trainer
conducting the session.The computer connects to a City of Tigard provided projector, allowing all
attendees the ability to actively engage in the training session.
• Users performing user acceptance testing(UAT) have attended all applicable training sessions
prior to performing UAT.
3.6 Environments and Databases
• Tyler will establish software databases to support activities for concurrent project phases. The
databases will be production and test.
• The test environment will be used by Tyler to build the solution. Tyler will use the test database
for testing and reviewing converted data. Tyler will also use the test database to present
completed deliverables to Tigard for acceptance. Once deliverables have been accepted,they will
be moved to the production and train environments.
• At Production Cutover the production database will be used for processing daily functions
4 Implementation Stages
4.1 Work Breakdown Structure (WBS)
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down
into smaller, more manageable components.The top-level components are called "Stages" and the
second level components are called "work packages."The work packages, shown below each Stage,
contain the high-level work to be done.The detailed Project Plan, developed during Initiate & Plan and
finalized during Assess& Define, will list the tasks to be completed within each work package. Each Stage
ends with a "Control Point", confirming the work performed during that Stage of the Project.
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1.1.0 1.2.0 No. 1.3.0 I� 1.4.0 1.5.0 1.6A
.--
Initiate Is Plan)
i Build t final Testing i Production Phase/Protect
Initiate Is Plan)
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itsStandard 3'" Transition to
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'-If included in protect scope
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4.2 Initiate & Plan (Stage 1)
The Initiate& Plan Stage creates a foundation for the Project through identification of Tigard and Tyler
Project Management teams, development of implementation management plans,and the provision and
discussion of system infrastructure requirements.Tigard participation in gathering information is critical.
Tyler Project Management teams present initial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Planning
Prior to Project commencement,Tyler management staff assigns project manager(s).Tyler provides
Tigard with initial Project documents used in gathering basic information,which aids in preliminary
planning and scheduling.Tigard participation in gathering requested information by provided deadlines
ensures the Project moves forward in a timely fashion. Internally,the Tyler project manager(s)
coordinate with sales to ensure transfer of vital information from the sales process prior to scheduling a
Project Planning Meeting with Tigard's team. During this step,Tyler will work with Tigard to establish
the date(s)for the Project/Phase Planning session. Tigard will be consulted with the selection of the
Tyler Project Manager or any changes to this position.Tigard has the ability to request a change of Tyler
personnel if conflict or a productive working relationship cannot be ensured. Any changes to Tyler
personnel, as requested by Tigard, may result in a delay in the project schedule.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Tyler Internal Coordination&Planning
TYLER CLIENT
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TASKS > > > a) > > > > > v .v .v .v •a� a, .v v .v v .v
1— 1— 1— 1— 1— 1— 1— 1 u u u u u u u u u u u
Assign Tyler project manager A RII I I
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Provide initial Project documents to A I R C I
Client
Sales to Implementation knowledge
A I R
transfer
Internal planning and phase
A R C
coordination
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4.2.2 System Infrastructure Planning
Tigard provides, purchases or acquires hardware according to hardware specifications provided by Tyler
and ensures it is available at Tigard's site.Tigard completes the system infrastructure audit,ensuring vital
system infrastructure information is available to the Tyler implementation team for configuring a secure
tunnel from Tigard to the Tyler hosted environment, and verifies all hardware compatibility with Tyler
solutions.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 System Infrastructure Planning
TYLER CLIENT
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TASKS > a) > > >. > > a, a, a, a, .v a) a) .v .v a, v
1— 1— 1— 1— 1— 1— 1— 1— 1— u u u u u u u u u u u
Provide system hardware
I R A I C
specifications
Make hardware available for
A R I C
Installation
Install system hardware,if
A R I C
applicable
Complete system infrastructure A R I C
audit
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4.2.3 Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract,software, data conversions
and services purchased, identify Applications to implement in each Phase (if applicable), and discuss
implementation timeframes.The Tyler project manager(s) deliver an Implementation Management Plan,
which is mutually agreeable by Tyler and Tigard.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Project/Phase Planning
TYLER CLIENT
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H 1— H H I— 1— H H 1— U U U U U U U U U U U
Perform Project/Phase Planning A R I C C I
Deliver implementation A R C C I
management plan
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4.2.4 Project Schedule
Client and Tyler will mutually develop an initial Project Schedule.The initial schedule includes, at
minimum, enough detail to begin Project activities while the detailed Project Plan/schedule is being
developed and refined.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Project Schedule
TYLER CLIENT
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TASKS >• >. T T >. >. >, >, T v .a v v a a .v v .v v .v
1— 1— 1— 1— h 1- 1— 1- 1— u u u u U u u U u u u
Develop initial Project Schedule A R I C I I
Deliver Project Plan and schedule for A R I I ICCII I
Project Phase
Client reviews Project Plan&initial C IARCC C
schedule
Client approves Project Plan&initial I IARCCI I I I I
schedule
i
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4.2.5 Stakeholder Presentation
Tigard stakeholders join Tyler project manager(s)to communicate successful Project criteria, Project
goals, Deliverables, a high-level milestone schedule, and roles and responsibilities of Project participants.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 1 Stakeholder Presentation
TYLER CLIENT
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H H F- E— H I— f— E— I— U U U U U U U U U U U
Present overview of Project
Deliverables, Project Schedule and A R I I I I C I I I I I I I
roles and responsibilities
Communicate successful Project I R C A C I I C I
criteria and goals
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4.2.6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.Advancement to the
Assess & Define Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.2.6.1 Initiate & Plan Stage Deliverables
• Implementation Management Plan
o Objective: Update and deliver baseline management plans to reflect the approach to
Tigard's Project.
o Scope:The Implementation Management addresses how communication, quality control,
risks/issues, resources and schedules, and Software Upgrades (if applicable) will be
managed throughout the lifecycle of the Project.
o Acceptance criteria: City of Tigard reviews and acknowledges receipt of Implementation
Management Plan.
• Project Plan/Schedule
o Objective: Provide a comprehensive list of tasks,timelines and assignments related to the
Deliverables of the Project.
o Scope:Task list, assignments and due dates
o Acceptance criteria: City of Tigard acceptance of schedule based on Tigard resource
availability and Project budget and goals.
4.2.6.2 Initiate & Plan Stage Acceptance Criteria
• Hardware Installed
• System infrastructure audit complete and verified
• Implementation Management Plan delivered
• Project Plan/Schedule delivered; dates confirmed
• Stakeholder Presentation complete
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4.3 Assess & Define (Stage 2)
The primary objective of Assess& Define is to gather information about current City of Tigard business
processes and translate the material into future business processes using Tyler Applications.Tyler uses a
variety of methods for obtaining the information, all requiring City of Tigard collaboration. Tigard shall
provide complete and accurate information to Tyler staff for analysis and understanding of current
workflows and business processes.
4.3.1 Fundamentals Review
Fundamentals Review provides functional leads and Power Users an overall understanding of software
capabilities prior to beginning current and future state analysis.The primary goal is to provide a basic
understanding of system functionality, which provides a foundation for upcoming conversations
regarding future state processing.Tyler utilizes a variety of methods for completing fundamentals training
including the use of eLearning,videos, documentation, and walkthroughs.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Assess&Define
TYLER CLIENT
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TASKS T T T T T T . T >. — — '� '� N '� N '� N '�
1— 1— 1- 1— ,1— 1— 1- 1— 1— u u u U U u U U u u u
Schedule fundamentals review&
provide fundamentals materials& A R I C I I I
prerequisites,if applicable
Complete fundamentals materials I A R I C
review and prerequisites
Ensure all scheduled attendees are I I A R C I
present
Facilitate fundamentals review I A R I I I
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4.3.2 Current/Future State Analysis
Tigard and Tyler evaluate current state processes, options within the new software, pros and cons of each
option based on current or desired state, and make decisions about future state configuration and
processing.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Current/Future State Analysis
TYLER CLIENT
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TASKS T a ? > T T >. >. >. ai .- .a .v a a .g a a a v
1- F- 1- 1- F- 1- 1- 1- 1 u u u u u u u U U u U
Provide Current/Future State
analysis materials to Tigard,as A R I C I I
applicable
Conduct Current&Future State
A R ICIC
analysis
Provide pros and cons of Tyler
A R ICIC
software options
Make Future State Decisions
according to due date in the Project I I CARICI
Plan
Record Future State decisions A R ICIC
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4.3.3 Data Conversion Planning & Mapping
This entails the activities performed to prepare to convert data from Tigard's Legacy System Applications
to the Tyler system.Tyler staff and Tigard work together to complete Data Mapping for each piece of data
(as outlined in the Agreement)from the Legacy System to a location in the Tyler system.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Data Conversion Planning&Mapping
TYLER CLIENT
A
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4, 4, 4, 4, 4, 4, 4, 4, 4, 4, 4,
C C cc cc cc cc C
TASKS >. T >- > >, i, >. >- v .a v v a .v v .v v .v
!— 1— H E— h 1— E— H 1— u u u u u u u u u u u
Review contracted data
A R I C C C C
conversion(s)options
Map data from Legacy System to I C I A C C R
Tyler system
Pull conversion data extract I I A C C R
Run balancing Reports for data
I I A C R I
pulled and provide to Tyler
Review and approve initial data AICR I I
extract
Correct issues with data extract,if I C C A C C R
needed
ll
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4.3.4 Standard 3rd Party Data Exchange Planning
An Integration is a real-time or automated exchange of data between two systems.Standard Data
Exchange tools are available to fulfill Integrations with external systems by allowing clients to get data in
and out of the Tyler system. Data exchange tools can take the form of Imports and Exports,and
Application Programming Interfaces (APIs).APIs may require additional licensing and may have some
restrictions on use. Please refer to your licensing agreement for further information.
4.3.4.1 Imports and Exports
Tigard and Tyler project manager(s) will work together to define/confirm which Imports and Exports are
needed (if not outlined in the Agreement).Tyler will provide an Excel or ASCII file layouts for each
Standard Data Exchange.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
_ STAGE 2 Standard 3rd Party Data Exchange Planning
TYLER CLIENT
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a) a) a) a) a) a) a) a) a) a) a) a) a) a) a) a) a) a) a) a)
TASKS I— I— I- I— 1— 1— 1— I— u u u u u u u u u u u
Review Standard or contracted Data A R C I I C
Exchanges
Define or confirm needed Data I C A C C R
Exchanges
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4.3.5 Modification Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage.Tigard reviews the specifications and confirms they meet Tigard's needs prior to
acceptance. Out of Scope items or changes to specifications after acceptance may require a Change
Request.
Tyler's intention is to minimize Modifications by using Standard functionality within the Application,
which may require a Tigard business process change. It is the responsibility of Tigard to detail all of their
needs during the Assess and Define Stage.Tyler will write up specifications(for Tigard approval)for
contracted program Modifications. Upon approval,Tyler will make the agreed upon Modifications to the
respective program(s). Once the Modifications have been delivered,Tigard will test and approve those
changes during the Build and Validate Stage.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Modification Analysis&Specification, if contracted
TYLER CLIENT
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u u u u u u u , U U u u
Analyze contracted modified
A C R C C I C C
program requirements
Develop specification document(s) A I C R I I I I
Review specification document(s);
provide changes to Tyler,if I C C A R I C C
applicable
Sign-off on specification
I I A R C I I C
document(s)and authorize work
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4.3.6 Forms & Reports Planning
Tigard and Tyler project manager(s) review Forms and Report needs. Items that may be included in the
Agreement are either Standard Forms and Reports or known/included Modification(s). Items not included
in the Agreement could be either Tigard-developed Reports or a newly discovered Modification that will
require a Change Request.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 Forms&Reports Planning
TYLER CLIENT
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Review required Forms output A R C I C I
Review and complete Forms options
I I A R C
and submit to Tyler
Review in Scope Reports A R I C C
Identify additional Report needs I C A R C
Add applicable tasks to Project A R I C C I I I
schedule
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4.3.7 System Deployment
The Tyler Technical Services team Installs Tyler Applications on the server(hosted or client-based) and
ensures the platform operates as expected.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 2 System Deployment
TYLER CLIENT
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Install contracted software on server A I R I C
Ensure platform operates as I
expected A I R I C
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4.3.8 Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Build &Validate Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.1.1.1 Assess & Define Stage Deliverables
• Completed analysis Questionnaire
o Objective: Gather and document information related to City of Tigard business processes
for current/future state analysis as it relates to Tyler approach/solution.
o Scope: Provide comprehensive answers to all questions on Questionnaire(s).
o Acceptance criteria:Tigard acceptance of completed Questionnaire based on
thoroughness of capturing all Tigard business practices to be achieved through Tyler
solution.
• Data conversion summary and specification documents
o Objective: Define data conversion approach and strategy.
o Scope: Data conversion approach defined, data extract strategy, conversion and
reconciliation strategy.
o Acceptance criteria: Data conversion document(s) delivered to Tigard, reflecting
complete and accurate conversion decisions.
• Modification specification documents, if contracted
o Objective: Provide comprehensive outline of identified gaps, and how the modified
program meets Tigard's needs.
o Scope: Design solution for Modification.
o Acceptance criteria: Tigard accepts Modified Specification Document(s) and agrees that
the proposed solution meets their requirements.
• Completed Forms options and/or packages
o Objective: Provide specifications for each Tigard in Scope form, Report and output
requirements.
o Scope: Complete Forms package(s) included in agreement and identify Report needs.
o Acceptance criteria: Identify Forms choices and receive supporting documentation.
• Installation checklist
o Objective: Installation of purchased Tyler software.
o Scope:Tyler will conduct an initial coordination call, perform an installation of the
software included in the Agreement, conduct follow up to ensure all tasks are complete,
and complete server system administration training, unless Tigard is hosted.
o Acceptance criteria:Tyler software is successfully installed and available to authorized
users,Tigard team members are trained on applicable system administration tasks.
4.3.8.2 Assess & Define Stage Acceptance Criteria
• Tyler software is installed.
• Fundamentals review is complete.
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• Required Form information complete and provided to Tyler.
• Current/Future state analysis completed; Questionnaires delivered and reviewed.
• Data conversion mapping and extractions completed and provided to Tyler.
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4.4 Build & Validate (Stage 3)
The objective of the Build &Validate Stage is to prepare the software for use in accordance with Tigard's
needs identified during the Assess and Define Stage, preparing Tigard for Final Testing and Training.
4.1.2 Configuration & Power User Training
Tyler staff collaborates with Tigard to complete software configuration based on the outputs of the future
state analysis performed during the Assess and Define Stage.Tyler staff will train Tigard Power Users to
prepare them for the Validation of the software.Tigard collaborates with Tyler staff iteratively to Validate
software configuration.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
•
STAGE 3 Build&Validate
TYLER CLIENT
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Power User process and Validation A R ICIC I
training
Validate configuration I I C A C • I R C
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4.4.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors.With assistance from Tigard, the Tyler
Data Conversion Team addresses items within the conversion program to provide the most efficient data
conversion possible.With guidance from Tyler,Tigard reviews specific data elements within the system
and identifies and Reports discrepancies in writing. Iteratively,Tyler collaborates with Tigard to address
conversion discrepancies prior to acceptance.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
r
STAGE 3 Data Conversion&Validation
TYLER CLIENT
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AICR C
program against Client data
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errors
Review data conversion and submit
I C I A C R C
needed corrections
Revise conversion program(s)to A I C R I I C C
correct error(s)
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4.4.3 Standard 3rd Party Data Exchange Validation
Tyler provides training on Data Exchange(s) and Tigard tests each Data Exchange.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 3 Standard 3rd Party Data Exchange Validation
TYLER CLIENT
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A R C I I I C I
Tyler software
Coordinate 3`d Party Data Exchange I I A C C R
activities
Test all Standard 3' party Data
I C A C I R C
Exchange(s)
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4.4.4 Modification Delivery & Validation, if contracted
Tyler delivers in Scope Modification(s)to Tigard for preliminary testing. Final acceptance will occur during
the Final Testing and Training Stage.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 3 Modification Delivery&Validation,if contracted
TYLER CLIENT
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Develop and deliver contracted A ICI R ICIC I C
modified program(s)
Test contracted modified
I C C A C R C
program(s) in isolated database
Report discrepancies between
specification and delivered I I I A R C C
contracted modified program(s)
•
Make corrections to contracted
AICI R I C C I
modified program(s)as required
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4.4.5 Forms & Reports Validation
Tyler provides training on Standard Forms/Reports and Tigard tests each Standard Form/Report.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 3 Forms&Reports Validation
TYLER CLIENT
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Standard Forms& Report training l A R I C C I
Test Standard Forms&Reports I C C A C R C
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4.4.6 Control Point 3: Build & Validate Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.Advancement to the Final Testing&
Training Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.4.6.1 Build &Validate Stage Deliverables
• Initial data conversion
o Objective: Convert Legacy System data into Tyler system.
o Scope: Data conversion program complete; deliver converted data for review.
o Acceptance criteria: Initial error log available for review.
• Data conversion verification document
o Objective: Provide instructions to Tigard to verify converted data for accuracy.
o Scope: Provide self-guided instructions to verify specific data components in Tyler
system.
o Acceptance criteria: City of Tigard accepts data conversion delivery; City of Tigard
completes data issues log.
• Installation of Modifications on Tigard's server(s) *except for hosted Clients
o Objective: Deliver Modification(s) in Tyler software.
o Scope: Program for Modification is complete and available in Tyler software, Modification
testing.
o Acceptance criteria: Delivery of Modification(s) results in objectives described in Tigard-
signed specification.
• Standard Forms & Reports Delivered
o Objective: Provide Standard Forms & Reports for review.
o Scope: Installation of all Standard Forms & Reports included in the Agreement.
o Acceptance criteria: Standard Forms & Reports available in Tyler software for testing in
Stage 4.
4.4.6.2 Build &Validate Stage Acceptance Criteria
• Application configuration completed.
• Standard Forms& Reports delivered and available for testing in Stage 4.
• Data conversions (except final pass) delivered.
• Standard 3rd party Data Exchange training provided.
• Modifications delivered and available for testing in Stage 4.
• Tigard and Tyler have done a review of primary configuration areas to Validate completeness and
readiness for testing and acceptance in Stage 4.
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4.5 Final Testing & Training (Stage 4)
During Final Testing and Training,Tyler and Tigard review the final Cutover plan.A critical Project success
factor is Tigard understanding the importance of Final Testing and Training and dedicating the resources
required for testing and training efforts in order to ensure a successful Production Cutover.
4.5.1 Cutover Planning
Tigard and Tyler project manager(s) discuss final preparations and critical dates for Production Cutover.
Tyler delivers a Production Cutover Checklist to outline Cutover tasks to help prepare Tigard for success.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 4 Cutover Planning
TYLER CLIENT
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Develop Production Cutover A R C I I C C I I C
Checklist
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4.5.2 User Acceptance Testing (UAT)
Tigard performs User Acceptance Testing to verify software readiness for day-to-day business processing.
Tyler provides a Test Plan for users to follow to ensure proper Validation of the system.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 4 User Acceptance Testing(UAT)
TYLER CLIENT
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Deliver Test Plan for User
A R C I I
Acceptance Testing
Perform User Acceptance Testing I C ARCCC I I C I
Accept modified program(s),if
applicable I I I ARCIC C
Validate Report performance I I C C A C R C
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4.5.3 End User Training
End Users attend training sessions to learn how to utilize Tyler software.Training focuses primarily on
day-to-day Tigard processes that will be delivered via group training,webinar, eLearnings and/or live
training sessions.
Unless stated otherwise in the Agreement,Tyler provide up to two (2) occurrences of each scheduled
training or implementation topic with up to the maximum number of users as defined in the Agreement
but no less than fifteen (15) in a live setting and thirty(30) in a virtual setting, or as otherwise mutually
agreed.Tigard users who attended the Tyler sessions may train any Tigard users not able to attend the
Tyler sessions or additional sessions may be contracted at the applicable rates for training. All training
sessions will be recorded by Tigard and be made available on Tigard shared drive for future reference and
use by Tigard.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 4 End User Training
TYLER CLIENT
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Conduct user training sessions A R C I I I I I
Conduct additional End User training
I IACIR I I I I
sessions
•
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4.5.4 Control Point 4: Final Testing & Training Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.Advancement to the Production
Cutover Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.5.4.1 Final Testing &Training Stage Deliverables
• Production Cutover checklist
o Objective: Provide a detailed checklist outlining tasks necessary for production Cutover.
o Scope: Dates for final conversion, date(s) to cease system processing in Legacy System,
date(s)for first processing in Tyler system, contingency plan for processing.
o Acceptance criteria: Definition of all pre-production tasks, assignment of owners and
establishment of due dates.
• User Acceptance Test Plan
o Objective: Provide testing steps to guide users through testing business processes in Tyler
software.
o Scope:Testing steps for Standard business processes.
o Acceptance criteria:Testing steps have been provided for Standard business processes.
4.5.4.2 Final Testing &Training Stage Acceptance Criteria
• Production Cutover Checklist delivered and reviewed.
• Modification(s)tested and accepted, if applicable.
• Standard 3rd party Data Exchange programs tested and accepted.
• Standard Forms& Reports tested and accepted.
• User acceptance testing completed.
• End User training completed.
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technologic'
4.6 Production Cutover (Stage 5)
Tigard and Tyler resources complete tasks as outlined in the Production Cutover Plan and Tigard begins
processing day-to-day business transactions in the Tyler software. Following Production Cutover,Tigard
transitions to the Tyler support team for ongoing support of the Application.
4.6.1 Final Data Conversion, if applicable
Tigard provides final data extract and Reports from the Legacy System for data conversion and Tyler
executes final data conversion.Tigard may need to manually enter into the Tyler system any data added
to the Legacy System after final data extract.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Final Data Conversion,if applicable
TYLER CLIENT
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Provide final data extract C I IACI I I I R
Provide final extract balancing
I I A C R I
Reports
Convert and deliver final pass of AIIR I I I C
data
Validate final pass of data I C C I A C R C
Load final conversion pass to
I I IACIC R
Production environment
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4.6.2 Production Processing &Assistance
Tyler staff collaborates with Tigard during Production Cutover activities.Tigard transitions to Tyler
software for day-to day business processing.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Production Processing&Assistance
TYLER CLIENT
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Provide production assistance I A R C I C C C C C C
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4.6.3 Transition to Tyler Support
Tyler project manager(s) introduce Tigard to the Tyler Support team, who provides Tigard with day-to-day
assistance following Production Cutover.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Transition to Tyler Support
TYLER CLIENT
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4.6.4 Schedule Post-Production Services, if applicable
Tyler provides post-production services if included in the Agreement. Prior to scheduling services,the
Tyler project manager(s) collaborate with Tigard project manager(s)to identify needs.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 5 Schedule Post-Production Services,if applicable
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4.6.5 Control Point 5: Production Cutover Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.Advancement to the Phase/Project
Closure Stage is dependent upon Tyler's receipt of this Stage Acceptance.
4.6.5.1 Production Cutover Stage Deliverables
• Final data conversion, if applicable
o Objective: Ensure (in Scope) Legacy System data is available in Tyler software in
preparation for production processing.
o Scope: Final passes of all conversions completed in this Phase.
o Acceptance criteria: Data is available in production environment.
• Support transition documents
o Objective: Define strategy for on-going Tyler support.
o Scope: Define support strategy for day-to-day processing, conference call with Tigard
Project Manager(s) and Tyler support team, define roles and responsibilities, define
methods for contacting support.
o Acceptance criteria:Tigard receives tools to contact support and understands proper
support procedures.
4.6.5.2 Production Cutover Stage Acceptance Criteria
• Final data conversion(s) delivered.
• Processing is being done in Tyler production.
• Transition to Tyler support is completed.
• Post-live services have been scheduled, if applicable.
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4.7 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of all products purchased and encompassed in the
Phase or Project.Tigard moves into the next cycle of their relationship with Tyler(next Phase of
implementation or long-term relationship with Tyler Support).
4.7.1 Close Phase/Project
Tigard and Tyler project manager(s) review the list of outstanding Project activities and develop a plan to
address them.The Tyler project manager(s) review the Project budget and status of each contract
Deliverable with Tigard project manager(s) prior to closing the Phase or Project.
RACI MATRIX KEY: R= Responsible A=Accountable C=Consulted I = Informed
STAGE 6 Close Phase/Project
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Review outstanding Project activities
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4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below.This is the final acceptance for the
Phase/Project.
4.7.2.1 Phase/Project Closure Stage Deliverables
• Phase/Project reconciliation report
o Objective: Provide comparison of contract Scope and Project budget.
o Scope: Contract Scope versus actual, analysis of services provided and remaining budget,
identify any necessary Change Requests or Project activity.
o Acceptance criteria: Acceptance of services and budget analysis and plan for changes, if
needed.
4.7.2.2 Phase/Project Closure Stage Acceptance Criteria
• Outstanding Phase or Project activities have been documented and assigned.
• Phase/final Project budget has been reconciled.
• Tyler Deliverables for the Phase/Project are complete.
Tyler Software Acceptance.
4.8.1 For Control Points 1 through 5 of each Phase,as defined in the Statement of Work, Client will
use the acceptance process and criteria as set forth in the Statement of Work.
4.8.2 For Control Point 6 of each Phase, as defined in the Statement of Work, Client will use the
following acceptance process and the process and criteria set forth in Control Point 6 in the Statement
of Work.
Client will have a maximum of a thirty (30) calendar day"Test Period" after the Go Live Date of each
Phase to test the System in a live production environment and report documented Critical - Priority level
1 and High - priority level 2 defects. Client may request up to an additional thirty (30) days of testing,
and Tyler will not unreasonably refuse such request.
If there are no Critical—Priority level 1 and High - priority level 2 defects reported during the Test Period
Client shall issue a "Phase Acceptance" for that Phase.
If Client reports a documented Critical - Priority level 1 and High - priority level 2 defect during the Test
Period, Client will notify Tyler in writing.Tyler will timely correct/review the defect(s) or provide a
mutually agreeable plan for future resolution of any Critical - Priority level 1 and High - priority level 2
defect(s). A dispute with respect to the plan shall be addressed pursuant to the Dispute Resolution
Process of this Agreement. Upon resolution/review or delivery of a defect during the Test Period, Client
may re-perform testing for a maximum of fifteen (15) days within the "Test Period".This procedure shall
repeat until all Critical - Priority level 1 and High - priority level 2 defect(s) have either been resolved or
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the Client and Tyler, reasonably cooperating, have developed a mutually agreeable schedule for Critical -
Priority level 1 and High -priority level 2 defect(s) resolution. Client shall issue a "Phase Acceptance"for
that Phase, based on the agreed upon plan, for upon resolution of the Critical - Priority level 1 and High -
priority level 2 defect(s).
Upon Phase Acceptance of the last Phase of the project,Tyler shall request that Client grant Final
Acceptance. Client will use the acceptance process and criteria set forth in 4.7 of the Statement of Work
and Control Point 6 and shall issue Final Acceptance upon resolution mutually agreed upon schedule of
all Critical - Priority level 1 and High - priority level 2 Defects
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5 Roles and Responsibilities
5.1 Tyler Roles and Responsibilities
Tyler assigns project manager(s) prior to the start of each Phase of the Project.The project manager(s)
assign additional Tyler resources as the schedule develops and as needs arise. One person may fill
multiple project roles.
5.1.1 Tyler Executive Management
• Provides clear direction for Tyler staff on executing on the Project Deliverables to align with
satisfying Tigard's overall organizational strategy.
• Authorizes required project resources.
• Resolves all decisions and/or issues not resolved at the implementation management level as part
of the escalation process.
• Offers additional support to the project team and is able to work with other Tyler department
managers in order to escalate and facilitate implementation project tasks and decisions.
• Acts as the counterpart to Tigard's executive sponsor.
5.1.2 Tyler Implementation Management
• Acts as the counterpart to Tigard steering committee.
• Assigns initial Tyler project personnel.
• Works to resolve all decisions and/or issues not resolved at the Project Management level as part
of the escalation process.
• Attends Tigard steering committee meetings as necessary.
• Provides support for the project team.
• Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
• Monitors project progress including progress towards agreed upon goals and objectives.
5.1.3 Tyler Project Manager
The Tyler project manager(s) provides oversight of the Project, coordination of resources between
departments, management of the project budget and schedule, effective risk and issue management, and
is the primary point of contact for all Project related items.
• Contract Management
o Validates contract compliance throughout the Project.
o Ensures Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Prepares and presents contract milestone sign-offs for acceptance by Tigard project
manager(s).
o Coordinates Change Requests, if needed,to ensure proper Scope and budgetary compliance.
• Planning
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o Update and deliver Implementation Management Plan.
o Defines project tasks and resource requirements.
o Develops initial project schedule and full scale Project Plan.
o Collaborates with Tigard project manager(s)to plan and schedule project timelines to achieve
on-time implementation.
• Implementation Management
o Tightly manages Scope and budget of Project; establishes process and approval matrix with
Tigard to ensure Scope changes and budget planned versus actual are transparent and
handled effectively and efficiently.
o Establishes and manages a schedule and resource plan that properly supports the Project
Plan that is also in balance with Scope/budget.
o Establishes risk/issue tracking/reporting process between Tigard and Tyler and takes all
necessary steps to proactively mitigate these items or communicates with transparency to
Tigard any items that may impact the outcomes of the Project.
o Collaborates with Tigard's project manager(s)to establish key business drivers and success
indicators that will help to govern project activities and key decisions to ensure a quality
outcome of the project.
o Sets a routine communication plan that will aide all project team members, of both Tigard
and Tyler, in understanding the goals, objectives, current status and health of the project.
• Team Management
o Acts as liaison between project team and Tyler manager(s).
o Identifies and coordinates all Tyler resources across all applications, Phases, and activities
including development,forms, installation, reports, implementation, and billing.
o Provides direction and support to project team.
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the Project
Plan,task list, and Production Cutover Checklist.
o Assesses team performance and adjusts as necessary.
o Interfaces closely with Tyler developers to coordinate program Modification activities.
o Coordinates within Scope 3rd party providers to align activities with ongoing project tasks.
5.1.4 Tyler Implementation Consultant
• Completes tasks as assigned by the Tyler project manager(s).
• Performs problem solving and troubleshooting.
• Follows up on issues identified during sessions.
• Documents activities for on site services performed by Tyler.
• Provides conversion Validation and error resolution assistance.
• Recommends guidance for testing Forms and Reports.
• Tests software functionality with Tigard following configuration.
• Assists during Production Cutover process and provides production support until Tigard
transitions to Tyler Support.
• Provides product related education.
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• Effectively facilitates training sessions and discussions with Tigard and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
• Conducts training(configuration, process, conversion Validation)for Power Users and Tigard's
designated trainers for End Users.
• Clearly documents homework tasks with specific due dates and owners, supporting and
reconciling with the final Project Plan.
• Keeps Tyler project manager(s) proactively apprised of any and all issues which may result in the
need for additional training, change in schedule, change in process decisions, or which have the
potential to adversely impact the success of the Project prior to taking action.
5.1.5 Tyler Sales
• Provide sales background information to Implementation during Project initiation.
• Support Sales transition to Implementation.
• Provide historical information, as needed, throughout implementation.
5.1.6 Tyler Software Support
• Manages incoming client issues via phone, email, and online customer incident portal.
• Documents and prioritizes issues in Tyler's Customer Relationship Management(CRM) system.
• Provides issue analysis and general product guidance.
• Tracks issues and tickets to timely and effective resolution.
• Identifies options for resolving reported issues.
• Reports and escalates defects to Tyler Development.
• Communicates with Tigard on the status and resolution of reported issues.
5.2 Tigard Roles and Responsibilities
Tigard resources will be assigned prior to the start of each Phase of the project. One person may be
assigned to multiple project roles.
5.2.1 Tigard Executive Sponsor
• Provides clear direction for the Project and how the Project applies to the organization's overall
strategy.
• Champions the Project at the executive level to secure buy-in.
• Authorizes required Project resources.
• Resolves all decisions and/or issues not resolved at Tigard steering committee level as part of the
escalation process.
• Actively participates in organizational change communications.
5.2.2 Tigard Steering Committee
• Works to resolve all decisions and/or issues not resolved at the project manager level as part of
the escalation process.
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• Attends all scheduled steering committee meetings.
• Provides support for the project team.
• Assists with communicating key project messages throughout the organization.
• Prioritizes the project within the organization.
• Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources.
• Monitors project progress including progress towards agreed upon goals and objectives.
• Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o Tigard Policies
5.2.3 Tigard Project Manager
Tigard shall assign project manager(s) prior to the start of this Project with overall responsibility and
authority to make decisions related to project Scope, scheduling, and task assignment, and communicates
decisions and commitments to the Tyler project manager(s) in a timely and efficient manner. When
Tigard project manager(s) do not have the knowledge or authority to make decisions, he or she engages
the correct resources from Tigard to participate in discussions and make decisions in a timely fashion to
avoid Project delays.
• Contract Management
o Validates contract compliance throughout the Project.
o Ensures invoicing and Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Signs off on contract milestone acknowledgment documents.
o Collaborates on and approves Change Requests, if needed,to ensure proper Scope and
budgetary compliance.
• Planning
o Review and acknowledge Implementation Management Plan.
o Defines project tasks and resource requirements for City of Tigard project team.
o Collaborates in the development and approval of the initial Project Plan and Project Plan.
o Collaborates with Tyler project manager(s)to plan and schedule Project timelines to achieve
on-time implementation.
• Implementation Management
o Tightly manages Project budget and Scope and collaborates with Tyler project manager(s) to
establish a process and approval matrix to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently.
o Collaborates with Tyler project manager to establish and manage a schedule and resource
plan that properly supports the Project Plan, as a whole,that is also in balance with
Scope/budget.
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o Collaborates with Tyler Project manager(s)to establishes risk/issue tracking/reporting
process between Tigard and Tyler and takes all necessary steps to proactively mitigate these
items or communicates with transparency to Tyler any items that may impact the outcomes
of the Project.
o Collaborates with Tyler Project manager(s)to establish key business drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality
outcome of the Project.
o Routinely communicates with both City of Tigard staff and Tyler, aiding in the understanding
of goals, objectives, current status, and health of the Project by all team members.
• Team Management
o Acts as liaison between project team and stakeholders.
o Identifies and coordinates all City of Tigard resources across all modules, Phases, and
activities including data conversions, forms design, hardware and software installation,
reports building, and satisfying invoices.
o Provides direction and support to project team.
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the Project
Plan,task list, and Production Cutover Checklist.
o Assesses team performance and takes corrective action, if needed.
o Provides guidance to Tigard technical teams to ensure appropriate response and
collaboration with Tyler Technical Support Teams to ensure timely response and appropriate
resolution.
o Coordinates in Scope 3rd party providers to align activities with ongoing Project tasks.
5.2.4 Tigard Functional Leads
• Makes business process change decisions under time sensitive conditions.
• Communicates existing business processes and procedures to Tyler consultants.
• Assists in identifying business process changes that may require escalation.
• Attends and contributes business process expertise for current/future state analysis sessions.
• Identifies and includes additional subject matter experts to participate in Current/Future State
Analysis sessions.
• Provides business process change support during Power User and End User training.
• Completes performance tracking review with client project team on End User competency on
trained topics.
• Provides Power and End Users with dedicated time to complete required homework tasks.
• Act as an ambassador/champion of change for the new process.
• Identifies and communicates any additional training needs or scheduling conflicts toTigard
project manager.
• Prepares and Validates Forms.
• Actively participates in all aspects of the implementation, including, but not limited to,the
following key activities:
o Task completion
o Stakeholder Presentation
o Implementation Management Plan development
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o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of City of Tigard resources
o Attendance at scheduled sessions
o Change Management activities
o Modification specification, demonstrations, testing and approval assistance
o Conversion Analysis and Verification Assistance
o Decentralized End User Training
o Process Testing
o User Acceptance Testing
5.2.5 Tigard Power Users
• Participate in Project activities as required by the project team and project manager(s).
• Provide subject matter expertise on City of Tigard business processes and requirements.
• Act as subject matter experts and attend current/future state and validation sessions as needed.
• Attend all scheduled training sessions.
• Participate in all required post-training processes as needed throughout Project.
• Participate in Conversion Validation.
• Test all Application configuration to ensure it satisfies business process requirements.
• Become Application experts.
• Participate in User Acceptance Testing.
• Adopt and support changed procedures.
• Complete all Deliverables by the due dates defined in the Project Plan.
• Demonstrate competency with Tyler products processing prior to Production Cutover.
• Provide knowledge transfer to Tigard staff during and after implementation.
5.2.6 Tigard End Users
• Attend all scheduled training sessions.
• Become proficient in Application functions related to job duties.
• Adopt and utilize changed procedures.
• Complete all Deliverables by the due dates defined in the Project Plan.
• Utilize software to perform job functions at and beyond Production Cutover.
5.2.7 Tigard Technical Support
• Coordinates updates and releases with Tyler as needed.
• Coordinates the copying of source databases to training/testing databases as needed for training
days.
• Extracts and transmits conversion data and control reports from City of Tigard's Legacy System
per the conversion schedule set forth in the Project Plan.
• Coordinates and adds new users and printers and other Peripherals as needed.
• Validates all users understand log-on process and have necessary permission for all training
sessions.
• Coordinates Interface development for Tigard third party Data Exchanges.
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• Develops or assists in creating Reports as needed.
• Ensures onsite system hardware meets specifications provided by Tyler.
• Assists with software Installation as needed.
5.2.8 Tigard Upgrade Coordinator
• Becomes familiar with the Software Upgrade process and required steps.
• Becomes familiar with Tyler's releases and updates.
• Utilizes Tyler Community to stay abreast of the latest Tyler releases and updates, as well as the
latest helpful tools to manage Tigard's Software Upgrade process.
• Assists with the Software Upgrade process during implementation.
• Manages Software Upgrade activities post-implementation.
• Manages Software Upgrade plan activities.
• Coordinates Software Upgrade plan activities with City of Tigard and Tyler resources.
• Communicates changes affecting users and department stakeholders.
• Obtains department stakeholder sign-offs to upgrade production environment.
5.2.9 Project Toolset Coordinator
• Ensures users have appropriate access to Tyler project toolsets such as Tyler University,Tyler
Community,Tyler Product Knowledgebase, SharePoint, etc.
• Conducts training on proper use of toolsets.
• Validates completion of required assignments using toolsets.
5.2.10 Tigard Change Management Lead
• Validates users receive timely and thorough communication regarding process changes.
• Provides coaching to supervisors to prepare them to support users through the project changes.
• Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
• Identifies areas of resistance and develops a plan to reinforce the change.
• Monitors post-production performance and new process adherence.
5.3Court Case Management — Preliminary Conversion Summary
• Name Information (Defendant, Address, Physical Attributes, Identification Numbers, Phone
Numbers)
• Vehicle Information (Tag Number, Make, Model, Style, Color, VIN)
• Officer Information (Officer Name, Badge Number, Rank, Email)
• Offense Code Information (Offense Code, Offense Description, Statute/Ordinance)
• Case Information (Citation Number, Case Officer, Violation Date,Violation Location, PD Case
Number, Docket Number, Comments)
• Witness Information (Witness Type, Subpoena Date)
• Disposition Information (Case Status, Plea,Judge, Court Location, Conviction Date, Plea Date,
Attorney)
• Conversion History Information (Read only format)
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• Payment Information (Fines/Fees assessed, Fines/Fees Paid, Non-Cash payments, Receipt
Number, Payment Date, Payment Amount)
• Warrant Information (Warrant Type, Issue Date, Served Date, Canceled/Recalled Date, Region
Number, Status, Comments, Officer Assigned) —available only when associated with a citation
• Bond Information (Bond Type, Posted Date,Applied/Refunded/Forfeited Date, Bond Number,
Posted By, Bond Amount, Status)
• Payment Plan Information (Initial Payment Amount, Payment Date, Next Payment Date, Next
Payment Amount) -Tyler will need a copy of the Payment Plan data to determine if the data is
clean enough to convert.
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6 Glossary
Word or Term = Definition
Application A computer program designed to perform a group of coordinated
functions,tasks or activities for the benefit of the user.
Change Control A systematic approach for managing change governing how Change
Requests will be received,assessed and acted on.
Change Management An approach for ensuring that changes are thoroughly and smoothly
implemented and that the lasting benefits of change are achieved.The
focus is on the global impact of change with an intense focus on people
and how individuals and teams move from the current situation to the
new one.
Change Request A form used as part of the Change Control process whereby changes in
the Scope of work,timeline, resources,and/or budget are revised and
agreed upon by participating parties.
Consumables Items that are used on a recurring basis,usually by Peripherals.
Examples: paper stock or scanner cleaning kits.
Control Point Occurring at the end of each Stage,the Control Point serves as a formal
client review point. Project progress cannot continue until the client
acknowledges the agreed upon Deliverables of the Stage have been
met or agree on an action plan to make the Deliverable acceptable and
move to next Stage while executing final steps of current Stage.
Cutover The point when a client begins using Tyler software in production.
Data Exchange A term used to reference Imports and Exports,and Interfaces which
allow data to be exchanged between an external system and Tyler
software.
Data Mapping The process of mapping fields from the Legacy System to the
appropriate location in the new system from one or more sources.
Deliverable A tangible or intangible object/document produced as a result of the
Project that is intended to be delivered to a client(either internal or
external) or vendor at a specific time.
End User The person for whom the software is designed to use on a day-to-day
basis.
Forms A document which is typically printed on a template background and
only captures data for one record per page. Forms are provided to
entity customers whether internal (employees) or external (citizens).
Imports and Exports A process within the system that a user is expected to run to consume
_ (Import) or produce(Export)a specifically defined file format/layout.
Interface A real-time or automated exchange of data between two systems.
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Install References the initial installation of software files on client services and
preparing the software for use during configuration.The version
currently available for general release will always be used during the
initial install.
Legacy System The system from which a client is converting.
Modification Modification of software program package to provide individual client
requirements documented within the Scope of the Agreement.
Peripherals An auxiliary device that connects to and works with the computer in
some way. Examples: mouse, keyboard, scanner, external drive,
microphone, speaker, webcam, and digital camera.
Phase A portion of the Project in which specific set of related products are
typically implemented. Phases each have an independent start,
Production Cutover and closure dates but use the same
Implementation Plans as other Phases within the Project. Phases may
overlap or be sequential and may have the same Tyler project manager
and Tyler project team or different individuals assigned.
Power User An experienced client person or group who is(are) an expert(s) in the
client business processes,as well as knowledgeable in the requirements
and acceptance criteria.
Project The Project includes all implementation activity from Plan & Initiate to
Closure for all products,Applications and functionality included in a
single Agreement.The Project may be broken down into multiple
Phases.
Project Plan The Project Plan serves as the master blueprint for the Project.As
developed,the Project schedule will become a part of the Project Plan
and outline specific details regarding tasks included in the Project Plan.
Project Planning Meeting Occurs during the Plan & Initiate Stage to coordinate with the Client
project manager to discuss Scope, information needed for project
scheduling and resources.
Questionnaire A document containing a list of questions to be answered by the client
for the purpose of gathering information needed by Tyler to complete
the implementation.
RACI A chart describing level of participation by various roles in completing
tasks or Deliverables for a Project or process.Also known as a
responsibility assignment matrix (RAM) or linear responsibility chart
(LRC).
Reports Formatted to return information related to multiple records in a
structured format. Information is typically presented in both detail and
summary form for a user to consume.
Scope Products and services that are included in the Agreement.
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Software Upgrade References the act of updating software files to a newer software
release.
Stage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project and requires acknowledgement before
continuing to the next Stage.Some tasks in the next Stage may begin
before the prior Stage is complete.
Stakeholder Presentation Representatives of the Tyler implementation team will meet with key
client representatives to present high level Project expectations and
outline how Tyler and the Client can successfully partner to create an
environment for a successful implementation.
Standard Included in the base software (out of the box) package.
Statement of Work(SOW) Document which will provide supporting detail to the Agreement
defining Project-specific activities and Deliverables Tyler will provide to
the client.
Test Plan Describes the testing process. Includes"Test Cases"to guide the users
through the testing process.Test cases are meant to be a baseline for
core processes;the client is expected to supplement with client specific
scenarios and processes.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program or product is working as expected.
Work Breakdown A hierarchical representation of a Project or Phase broken down into
Structure(WBS) smaller, more manageable components.