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HomeMy WebLinkAboutCENTAMAN, INC.INSURANCE NOT ON FILE A-2022-216 WORK MAY NOT PROCEED CLERK OF COUNCIL DATE: AGREEMENT WITH CENTAMAN, INC., TO PROVIDE ZOO TICKETING C5A 16�14W Fl SOFTWARE SERVICES (AV) I J THIS AGREEMENT is made and entered into on this Ist day of November, 2022 by and between Centaman, Inc., a Delaware corporation ("Consultant"), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California ("City"). ry o RECITALS Cv 0 A. On January 26, 2022, the City issued Request for Proposal ("RFP") No. 22-008 by which o it sought to retain a consultant having special skill and knowledge in the field of ticketing software to support all ticketing, reservations, memberships, reporting and accounting for the Santa Ana Zoo. B. Consultant submitted a responsive proposal that was selected by the City. Consultant represents that Consultant is able and willing to provide the services described in the scope of work that was included in RFP 22-008. C. In undertaking the performance of this Agreement, Consultant represents that it is knowledgeable in its field and that any services performed by Consultant under this Agreement will be performed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the parties agree as follows: SCOPE OF SERVICES Consultant shall perform during the term of this Agreement, the tasks and obligations including all labor, materials, tools, equipment, and incidental customary work required to fully and adequately complete the services described in RFP No. 22-008, which is attached as Exhibit A, and is more specifically delineated in Consultant's proposal, which is attached as Exhibit B and incorporated in full. 2. COMPENSATION a. City agrees to pay, and Consultant agrees to accept as total payment for its services under this Agreement, the rates and charges identified in Exhibit C. The total amount to be expended during the term of this Agreement shall not exceed Five Hundred Ten Thousand, Four Hundred Ninety -Nine Dollars and Sixty Cents ($510,499.60). This sum is comprised of (1) the base amount of $464,090.54 and (2) a ten (10) percent contingency in the amount of $46,409.06 for additional services at the City's sole discretion. b. If the option to renew is exercised per Section 3, below, the rate will adjust by no more than the greater of 4.5% or the Consumer Price Index (CPI) for the entire renewal term. Page 1 of 10 below, the rate will adjust by no more than the greater of 4.5% or the Consumer Price Index (CPI) per year for the entire renewal term. c. Payment by City shall be made within forty-five (45) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. d. Payment need not be made for work that fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City. 3. TERM This Agreement shall commence on the date first written above for a term of three (3) years following the activation of the Subscription Services (as defined in Exhibit B) with the option for the City to grant up to a five (5) year renewal, exercisable by a writing by the City Manager and the City Attorney, unless terminated earlier in accordance with Section 15, below. 4. INDEPENDENT CONTRACTOR Consultant shall, during the entire term of this Agreement, be construed to be an independent Consultant and not an employee of the City. This Agreement is not intended nor shall it be construed to create an employer -employee relationship, a joint venture relationship, or to allow the City to exercise discretion or control over the professional manner in which Consultant performs the services which are the subject matter of this Agreement; however, the services to be provided by Consultant shall be provided in a manner consistent with all applicable standards and regulations governing such services. Consultant shall pay all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to employees and shall be responsible for all applicable withholding taxes. 5. OWNERSHIP OF MATERIALS AND RESTRICTIONS a. City will use the Subscription Services only for its own, internal business purposes. City will not: resell, copy, frame or mirror any part or content of the Subscription Services; make the Subscription Services available for timesharing or service bureau purposes; or otherwise provide access to the Subscription Services to any third party, except as such third party access is mutually agreed upon between the Parties in writing. City will not, subject to any non-waivable rights City may enjoy under applicable law, directly or indirectly: reverse engineer, decompile, disassemble or otherwise attempt to discover the source code or underlying structure, ideas, know-how or algorithms relevant to the Subscription Services or any software, documentation or data related to the Subscription Services; interfere with or disrupt the integrity or performance of the Subscription Services or third party data contained therein; attempt to gain unauthorized access to the Subscription Services or its related systems or networks; modify, translate, or create derivative works based on the Subscription Services; or remove any proprietary notices or labels. City further agrees to those further restrictions, if any, on City's access to or use of the Subscription Services. Page 2 of 12 b. City shall own all right, title and interest in and to any data, including digital files and unstructured content objects, entered or submitted by City by means of the Subscription Services (the "City Data"). At all times Consultant will own all intellectual property rights (including copyright) in and to (i) the Subscription Services; (ii) any software (other than third party components) to which access may be provided by means of the Subscription Services; (iii) all upgrades, enhancements and modifications to the Subscription Services, and (iv) any software, applications, inventions or other technology developed in connection with the Subscription Services. Upon termination of this Agreement, Consultant shall return City Data as soon as practicable in a format designated by City. City will have sole and exclusive responsibility for the accuracy, quality, integrity, legality, reliability, and appropriateness of all City Data. City will not send or store infringing, obscene, threatening, libelous or otherwise unlawful or tortious material, including material that is harmful to children, violates third party privacy or intellectual property rights, includes malicious code, or that will interfere with the integrity of the Subscription Services. 2. City grants to Consultant a royalty -free, non -transferable, non-exclusive license for the term of this Agreement to use City Data to the extent necessary to perform the Subscription Services. Notwithstanding anything to the contrary, Consultant shall have the right to collect and analyze data and other information relating to the provision, use and performance of various aspects of the Subscription Services and related systems and technologies (including, without limitation, information concerning City Data and data derived therefrom), and Consultant will be free (during and after the term hereof) to (i) analyze and use such information and data to improve and enhance the Subscription Services and for other development, diagnostic and corrective purposes in connection with the Subscription Services and for other development, diagnostic and corrective purposes in connection with the Subscription Services and other Consultant offerings (examples of such uses include optimizing resources and support, research and development, verification of security and data integrity, internal demand planning, industry developments and anonymous benchmarking with other customers), and (ii) disclose such data solely in aggregate or other de -identified form in connection with its business. C. Consultant shall have a royalty -free, worldwide, transferable, sub -licensable, irrevocable, perpetual license to use or incorporate into the Subscription Services any suggestions, enhancement requests, recommendations or other feedback provided by City, its employees, contractors and agents relating to the operation or functionality of the Subscription Services (collectively, "Customer Input'). Consultant shall have no obligation to incorporate Customer Input into the Subscription Services. City shall have no obligation to provide Customer Input. Page 3 of 12 6. INSURANCE Prior to undertaking performance of work under this Agreement, Consultant shall procure and maintain for the duration of the contract insurance against claims for security breaches, system failures, injuries to persons, damages to software, or damages to property (including computer equipment) which may arise from or in connection with the performance of the work hereunder by the Consultant, its agents, representatives, or employees. Consultant shall procure and maintain, and shall require its subcontractors, if any, to procure and maintain insurance as described below: b. Minimum Scope and Limit of Insurance 1. Commercial General Liability (CGL): Insurance Services Office Form CG 00 01 covering CGL on an "occurrence" basis, including products and completed operations, property damage, bodily injury and personal & advertising injury with limits no less than $1,000,000 per occurrence. If a general aggregate limit applies, either the general aggregatelimit shall apply separately to this project/location (ISO CG 25 03 or 25 04) or the general aggregate limit shall be twice the required occurrence limit. 2. Automobile Liability: ISO Form Number CA 00 01 covering any auto (Code 1), or if Consultant has no owned autos, hired, (Code 8) and non -owned autos (Code 9), with a limit no less than $1,000,000 per accident for bodily injury and property damage. 3. Workers' Compensation: as required by the State of California, with Statutory Limits, and Employer's Liability Insurance with limit of no less than $1,000,000 per accident for bodily injury or disease. 4. Cyber Liability Insurance: with limits not less than $2,000,000 per occurrence or claim, $2,000,000 aggregate. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by Consultant in this Agreement and shall include, but not be limited to, claims involving security breach, system failure, data recovery, business interruption, Cyber extortion, social engineering, infringement of intellectual property, including but not limited to infringement of copyright, trademark, trade dress, invasion of privacy violations, information theft, damage to or destruction of electronic information. The policy shall provide coverage for breach response costs, regulatory fines and penalties as well as credit monitoring expenses. 5. Technology Professional Liability (Errors and Omissions): insurance appropriate to the Consultant's profession and work hereunder, with limits not less than $2,000,000 per occurrence. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by the Consultant in this Agreement and shall include, but not be limited to, claims involving security breach, system failure, data recovery, business interruption, Cyber extortion, Page 4 of 12 social engineering, infringement of intellectual property, including but not limited to infringement of copyright, trademark, trade dress, invasion of privacy violations, information theft, damage to or destruction of electronic information, release of private information, and alteration of electronic information. The policy shall provide coverage for breach response costs, regulatory fines and penalties as well as credit monitoring expenses. The Technology Professional Liability policy shall include, or be endorsed to include, property damage liability coverage for damage to, alteration of, loss of, or destruction of electronic data and/or information "property" of the entity in the care, custody, or control of the Consultant. 6. Broader Coverage: if the Consultant maintains broader coverage and/or higher limits than the minimums shown above, the City requires and shall be entitled to the broader coverage and/or the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the City. C. Other Insurance Provisions 1. Additional Insured Status: The City, its officers, officials, employees, and volunteers are to be covered as additional insureds on the CGL policy with respect to liability arising out of work or operations performed by or on behalf of the Consultant including materials, parts, or equipment furnished in connectionwith such work or operations. General liability coverage can be provided in the form of an endorsement to the Consultant's insurance (at least as broad as ISO Form CG 20 10 1185 or if notavailable, through the addition of both CG 20 10, CG 20 26, CG 20 33, or CO 20 38; and CG 2037 if a later edition is used). 2. Primary Coverage: For any claims related to this contract, the Consultant's insurance coverage shall be primary coverage at least as broad as ISO CG 20 01 04 13 as respects the City, its officers, officials, employees, and volunteers. Any insurance or self-insurance maintained by the City, its officers, officials, employees, or volunteers shall be excess of the Consultant's insurance and shall not contribute with it. 3. Notice of Cancellation: Each insurance policy required above shall provide that coverage shall not be canceled, except with notice to the City. 4. Waiver of Subrogation: Consultant hereby grants to City a waiver of any right to subrogation that any insurer of said Consultant may acquire against the City by virtue of the payment of any loss under such insurance. Consultant agrees to obtain any endorsement that may be necessary to affect this waiver of subrogation, but this provision applies regardless of whether or not the City has received a waiver of subrogation endorsement from the insurer. Page 5 of 12 5. Self -Insured Retentions: Self -insured retentions must be declared to and approved by the City. The City may require theConsultant to purchase coverage with a lower retention or provide proof of ability to pay losses and related investigations, claim administration, and defense expenses within the retention. The policy language shall provide, or be endorsed to provide, that the self - insured retention may be satisfied by either the named insured or City. 6. Acceptability of Insurers: Insurance is to be placed with insurers authorized to conduct business in the state with a current A.M. Best's rating of no less than A:VII, unless otherwise acceptable to the City. 7. Claims Made Policies: If any of the required policies provide coverage on a claims -made basis: The Retroactive Date must be shown, and must be before the date of the contract or the beginning of contract work. ii. Insurance must be maintained and evidence of insurance must be provided for at least five (5) years after completion of the contract of work. iii. If coverage is canceled or non -renewed, and not replaced with another claims -made policy form with a Retroactive Date prior to the contract effective date, the Consultant must purchase "extended reporting" coverage for a minimum of five (5) years after completion of work. 8. Verification of Coverage: Consultant shall furnish the City with a copy of the Declarations and Endorsement Page of the CGL policy listing all policy endorsements to City before work begins. However, failure to obtain the required documents prior to the work beginning shall not waive the Consultant's obligation to provide them. The City reserves the right to require complete, certified copies of all endorsements required by these specifications, at any time. 9. Subcontractors: Consultant shall require and verify that all subcontractors maintain insurance meeting all the requirements stated herein, and Consultant shall ensure that City is an additional insured on insurance required from subcontractors. INDEMNIFICATION a. Consultant agrees to defend, and shall indemnify and hold harmless the City, its officers, agents, employees, contractors, special counsel, and representatives from Page 6 of 12 liability: (1) for personal injury, damages, just compensation, restitution, judicial or equitable relief arising out of claims for personal injury, including death, and claims for property damage, which may arise from the negligent operations of the Consultant, its subcontractors, agents, employees, or other persons acting on its behalf which relates to the services described in section 1 of this Agreement; and (2) from any claim that personal injury, damages, just compensation, restitution, judicial or equitable relief is due by reason of the terms of or effects arising from this Agreement. This indemnity and hold harmless agreement applies to all claims for damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising from this Agreement. Upon receipt of a claim for which City may be entitled to indemnification under this Section, City will provide reasonable notice of such claim to Consultant, however, Consultant's requirement of indemnification shall not be contingent on such notice. The Consultant further agrees to indemnify, hold harmless, and pay all costs for the defense of the City, regarding any action by a third party challenging the validity of this Agreement, or asserting that personal injury, damages, just compensation, restitution, judicial or equitable relief due to personal or property rights arises by reason of the terms of, or effects arising from this Agreement. Each such defense must be conducted by qualified and appropriately experienced legal counsel reasonably acceptable to the City, but selected and retained by the Consultant, at no cost to the City or any of the City's officers, agents, employees, contractors, special counsel, or representatives. City shall have reasonable input in decisions with respect to its representation in any legal proceeding. Notwithstanding the foregoing, to the extent Consultant's services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to the extent required by Civil Code Section 2782.8, to claims that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the Consultant. b. Except for liability arising (1) from City's breach of Section 5 (Ownership of Materials and Restrictions), (2) under Section 7(a) (Indemnification), (3) for personal injury or death caused by negligence, (4) fraud or fraudulent misrepresentation: (A) to the full extent permitted by law, Consultant's entire liability under this Agreement or in any way related to the Subscription Services, the professional services (if any), and the products (if any), or any related items will be limited to direct damages in an amount equal to FIVE TIMES (5x) the fees paid by City to Consultant pursuant to this Agreement during the Twelve (12) month period immediately preceding the first event giving rise to the claim; and (B) neither Party will be liable for: (1) any special, punitive, indirect, incidental or consequential damages arising from or related to this Agreement or in any way related to the Subscription services, the professional services (if any), and the products (if any), or any related items; or (2) any loss of revenue, profits, goodwill or data, or data use (including as a result of a virus), business interruption, failure to realize an expected saving, corruption of data, or claims against them by any third party, even if the Parties are advised, or may reasonably supposed to have been aware, or the possibility of such damages in advance. Such limitations will Page 7 of 12 apply regardless of how the claim arises, whether arising based on contract, tort, negligence, or otherwise and will apply to all order forms, schedules, addenda, agreements and attachments related to this Agreement the foregoing limitations of liability allocate the risks between Consultant and City and form a material basis of the bargain between the Parties. Consultant's pricing reflects this allocation of risk and the limitation of liability specified herein. 8. INTELLECTUAL PROPERTY INDEMNIFICATION Consultant shall defend and indemnify the City, its officers, agents, representatives, and employees against any and all liability, including costs, for infringement of any United States' letters patent, trademark, or copyright infringement, including costs, contained in the work product or documents provided by Consultant to the City pursuant to this Agreement. 9. RECORDS Consultant shall keep records and invoices in connection with the work to be performed under this Agreement. Consultant shall maintain complete and accurate records with respect to the costs incurred under this Agreement and any services, expenditures, and disbursements charged to the City for a minimum period of three (3) years, or for any longer period required by law, from the date of final payment to Consultant under this Agreement. All such records and invoices shall be clearly identifiable. Consultant shall allow a representative of the City to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Agreement during regular business hours. Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to this Agreement for a period of three (3) years from the date of final payment to Consultant under this Agreement. 10. CONFIDENTIALITY If a Party receives from the other Party information which due to the nature of such information is reasonably understood to be confidential and/or proprietary, the Parties agree that it shall not use or disclose such information except in the performance of this Agreement, and further agrees to exercise the same degree of care it uses to protect its own information of like importance, but in no event less than reasonable care. "Confidential Information" shall include all nonpublic information. Confidential information includes not only written information, but also information transferred orally, visually, electronically, or by other means. Confidential information disclosed to either Party by any subsidiary and/or agent of the other Party is covered by this Agreement. The foregoing obligations of non-use and nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is, through no fault of the Parties disclosed in a publicly available source; (c) is in rightful possession of a Party without an obligation of confidentiality; (d) is required to be disclosed by operation of law; or (e) is independently developed by a Party without reference to information disclosed by the other Party. 11. CONFLICT OF INTEREST CLAUSE Consultant covenants that it presently has no interests and shall not have interests, direct Page 8 of 12 or indirect, which would conflict in any manner with performance of services specified under this Agreement. 12. NON-DISCRIMINATION Consultant shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, gender identity, gender expression, gender, medical conditions, genetic information, or military and veteran status, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, teaching, training, utilization, promotion, termination or other employment related activities or any services provided under this Agreement. Consultant affirms that it is an equal opportunity employer and shall comply with all applicable federal, state and local laws and regulations. 13. EXCLUSIVITY AND AMENDMENT This Agreement represents the complete and exclusive statement between the City and Consultant, and supersedes any and all other agreements, oral or written, between the Parties. In the event of a conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement shall prevail. This Agreement may not be modified except by written instrument signed by the City and by an authorized representative of Consultant. The Parties agree that any terms or conditions of any purchase order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof, shall not bind or obligate Consultant or the City. Each Party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or otherwise, have been made by any Party, or anyone acting on behalf of any Party, which is not embodied herein. 14. ASSIGNMENT Inasmuch as this Agreement is intended to secure the specialized services of Consultant, Consultant may not assign, transfer, delegate, or subcontract any interest herein without the prior written consent of the City and any such assignment, transfer, delegation or subcontract without the City's prior written consent shall be considered null and void, provided, however, either Party may assign this Agreement in its entirety, without the other Party's consent in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Nothing in this Agreement shall be construed to limit the City's ability to have any of the services that are the subject to this Agreement performed by City personnel or by other consultants retained by City. 15. TERMINATION This Agreement may be terminated by the City upon thirty (30) days written notice of termination. hi such event, City's right to use the software that is subject to this Agreement shall terminate and Consultant shall be entitled to receive and the City shall pay Consultant compensation for all services performed by Consultant prior to receipt of such notice of termination, subject to the following conditions: Page 9 of 12 a. As a condition of such payment, the Executive Director may require Consultant to deliver to the City all work product(s) completed as of such date, and in such case such work product shall be the property of the City unless prohibited by law, and Consultant consents to the City's use thereof for such purposes as the City deems appropriate. Payment need not be made for work that fails to meet the standard of performance specified in the Recitals of this Agreement. 16. WAIVER No waiver of breach, failure of any condition, or any right or remedy contained in or granted by the provisions of this Agreement shall be effective unless it is in writing and signed by the Party waiving the breach, failure, right or remedy. No waiver of any breach, failure or right, or remedy shall be deemed a waiver of any other breach, failure, right or remedy, whether or not similar, nor shall any waiver constitute a continuing waiver unless the writing so specifies. 17. JURISDICTION - VENUE This Agreement has been executed and delivered in the State of California and the validity, interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined and governed by the laws of the State of California. Both Parties further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in connection with or by reason of this Agreement. 18. PROFESSIONAL LICENSES Consultant shall, throughout the term of this Agreement, maintain all necessary licenses, permits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Santa Ana and all other governmental agencies. Consultant shall notify the City immediately and in writing of its inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Agreement. 19. NOTICE Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall be in writing and shall be deemed to be properly given if delivered in person or mailed by first class or certified mail, postage prepaid, or other telegraphic communication in the manner provided in this Section, to the following persons: To City: Clerk of the City Council City of Santa Ana 20 Civic Center Plaza (M-30) P.O. Box 1988 Page 10 of 12 Santa Ana, CA 92702-1988 Fax: 714- 647-6956 With courtesy copies to: Executive Director, PRCSA City of Santa Ana 20 Civic Center Plaza (M-23) P.O. Box 1988 Santa Ana, California 92702 To Consultant: Centaman, Inc. Attn: Mike Korbel, President 600 W. Jackson Boulevard, Suite 100 Chicago, IL 60661 Phone:312-882-9849 With courtesy copies to: mike@centaman.com A Party may change its address by giving notice in writing to the other Party. Thereafter, any communication shall be addressed and transmitted to the new address. If sent by mail, communication shall be effective or deemed to have been given three (3) days after it has been deposited in the United States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays shall be excluded. 20. DISPUTE RESOLUTION The Parties desire to quickly and cost-effectively resolve any disputes related to the interpretation or enforcement of this Agreement. Therefore, each Party shall make best efforts to resolve any such disputes informally. If the Parties are able to agree on the terms and procedures for mediation, the Parties may agree that informal resolution attempts will include mediation of any such dispute. If, not less than thirty (30) calendar days after first making good faith informal attempts to resolve any such dispute, the informal attempts have been unsuccessful or, if the Parties have agreed to mediation, after termination or completion of mediation without resolution of the dispute, either Party may thereafter initiate litigation or other proceedings as deemed appropriate by such Party. 21. MISCELLANEOUS PROVISIONS a. Each undersigned represents and warrants that its signature herein below has the power, authority and right to bind their respective Parties to each of the terms of this Agreement, and shall indemnify City fully, including reasonable costs and attorney's fees, for any injuries or damages to City in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. b. The Agreement is the final and complete agreement and any prior or Page 11 of 12 contemporaneous agreements for similar services between the Parties is superseded by this Agreement. This shall not apply where the Parties are currently engaged and Consultant is providing services not contemplated by this Agreement. C. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Agreement. IN WITNESS WHEREOF, the Parties hereto have executed this Agreement the date and year first above written. ATTEST: Clerk of the Council APPROVED AS TO FORM: SONIA R. CARVALHO City Attorney By: Br on Salvatierra Deputy City Attorney INO[Q0LLlulai11 : • ' ' t • Community Services Agency CITY OF SANTA ANA Kristine Ridge City Manager CENTAMAN, INC: /1/0e IKOMd Mike Korbel (Oct 16, 2022 03:13 CDT) Name: Title: Page 12 of 12 EXHIBIT A Appendix ATTACHMENT 1 SCOPE OF WORK CITY OF SANTA ANA REQUEST FOR PROPOSALS FOR SANTA ANA ZOO TICKETING SYSTEMS RFP NO.: 22-008 BACKGROUND AND INTRODUCTION: Santa Ana Zoo The Santa Ana Zoo at Prentice Park's mission is: The Santa Ana Zoo, through fun, adventure, and learning, empowers the community to save wildlife and wild spaces. The Zoo is owned and operated by the City of Santa Ana and receives additional financial support from the zoo society, Friends of Santa Ana Zoo (FOSAZ), a private 501(c)3 non-profit entity. The Zoo is open to the public 10:00 AM to 5:00 PM, seven days a week, and averages 270,000 visitors yearly. Average daily attendance ranges from 400 to 1500. Large events may attract over 2000 visitors. Memberships are offered for purchase, which allow unlimited access to the SAZOO as well as other amenities. Educational opportunities are offered to school groups through reservations and customers can rent various locations for parties and even have a Zoo mascot visit their event for an additional charge. The Zoo works closely with the Friends of the Santa Ana Zoo. FOSAZ runs the gift shop, the memberships, the rides, birthday parties, all corporate events, other facility rentals, and any special events such as the Boo at the Zoo and Sunsets at the Zoo. All funds raised from the sale of these items are controlled by FOSAZ. They also collect and manage all donations from individuals, corporations, grants, etc. Any and all revenue generated from these activities must be separated from the City of Santa Ana funds that are generated from ticket sales (admissions to the Zoo). Project Broadly accessible online ticketing and purchasing operability is rapidly becoming a zoo industry standard. The Zoo seeks a ticketing system that includes all of the following basic components: • Ticketing • Group Educational (School) Reservations • Party or Event Reservations • Membership Sales and Tracking • Point of Sale (POS) for purchase of rides, stroller rentals, etc. • Customer Relationship Management • Marketing and Outreach to generate and track donors • Reporting Ticketing The Zoo does not currently have the system capability to sell tickets online to the public. Tickets are sold only on -site, in -person, at the ticket booth. The Zoo's goal is to allow customers to purchase tickets online for a given day and time, with the option to limit the number of guests that could purchase a ticket for any given timeslot. City of Santa Ana RFP 22-008 Page 12 The Zoo would also like to have the option for on -site kiosk for self -purchase. The ticketing system capabilities should include, but not be limited to, all of the following. 1. Allow the setup of daily, timed ticketing events (e.g., Saturday, August 1, 10-11 am). 2. Allow the ability to limit the total number of tickets that can be sold for any one-time slot (e.g., 150 guests total for the Saturday, August 1, 10-1 l :00 am timeslot). 3. Allow set up of single date events, as well as multiple date events, and event series. 4. Ability to identify blackout dates. 5. Limit the number of tickets any guest can buy for one day. 6. Allow for different ticket categories such as general admission, children, children age two and under, seniors, members, etc., and establish separate pricing for each. 7. Ability to define eligibility requirements for any category of ticket buyer. 8. Ability to set future release dates for tickets as well as end dates/times for the ticket purchase. 9. Allow for promotional or coupon codes. 10. Allows customers to make purchases without creating an account. 11. Ability to track the zip code of the ticket purchaser. 12. Ability to restrict users from multiple registrations for multiple dates of the same event or within the same series. For example, if someone purchases a Resident Day ticket on August 2, they cannot buy another Resident day ticket for another August date. 13. Allow ticketing confirmation via email and/or texts. 14. Ability to send email and text reminders prior to their ticket date. 15. Support the use of bar coding or QR coding on mobile devices to allow customers to scan their tickets on - site. 16. Ability to support waitlist features for any given date and timeslot. 17. Ability to easily convert waitlist registrants into ticketholders. 18. Support text notifications on waitlists. 19. Compatibility across common mobile devices. 20. Allow flexibility in customizing tickets, including logos, ticket date and times, fine print, and other information. 21. Ability to create and print customer tickets of customizable size that could be printed on hard card stock if desired vs. standard 8 %z by 11" paper size. 22. Ability to provide an itinerary or detailed receipt via email or hard copy. 23. Ability to integrate with the Alvarado EDS Waist High Series turnstile system (https://www.alvaradomfg.com/t)roductsn so that when a customer scans their ticket the turnstile opens and allows them access. 24. Allow items to be added on to the ticket purchase such as stroller/wheelchair/scooter rentals or ride tickets. recognizing that revenue would need to be split between the two entities (i.e., City of Santa Ana and FOSAZ). City of Santa Ana RFP 22-008 Page 13 Group Educational (School) Reservations The Zoo offers education programs for school groups. The Zoo offers two programs that are age -based, and groups can add activities if desired. Education programs typically include regular zoo admission. Educational materials are sent via email with the customer's reservation confirmation. The group reservations portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Support group reservations tied to specific locations throughout the Zoo grounds. 2. Allow for both guided and self -guided reservations. 3. Allow a school group to submit the following key information online when creating their reservation: a. Name of school or group b. Contact information, including: name, title, email address, address, phone number c. Grade level of the group (E.G., PRE-K, K, First Grade, etc.) d. Number of students, teachers, adult chaperones e. Date and time preference for the visit. Note: system should only show dates and times that are available to be reserved. 4. Ability to manage reservation of a group or tour without requiring each individual name for this type of registration. 5. Ability to track each group reservation or tour start time and end time. 6. Ability for staff to view a complete schedule of group reservations bookings. 7. Provide the ability for customers to book their reservation online, submit the request to staff for approval and then have staff create a Purchase Order and/or Invoice to be paid after the reservation is confirmed. Party or Event Reservations The Zoo property has four areas available for event rental. Each area has unique features and allows different amenities and size of group. Rentals have specific time slots, and include a certain number of all -day guest admissions (adults and children), a set number of ride ticket books (containing 20 tickets each) for the Zoo rides, and a set number of hours in a private rental area (plus set up and clean up time). The Zoo would like to allow customers to reserve these rentals online as well as pay for any additional add -on features such as a BBQ. The rental reservation portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Ability to reserve a specific location for an event. 2. Allow the customer to enter the following key information online to reserve their location: a. Name of party group or birthday b. Contact information including name, title, email address, address, phone number c. Number of guests d. Date and time selection. Note: System should only display available dates and times. 3. Ability for the customer to add on additional fee -based items such as gas grill, electrical hookup, mascot visit, animal presentation, etc. and pay for these at the time of the reservation. 4. Ability to customize optional elements that are offered in the rental packages. City of Santa Ana RFP 22-008 Page 14 Membership Sales and Tracking The Zoo offers various annual memberships which: allows members to visit the Zoo unlimited times for a year, gives them discounts at the Zoo, and allows them to visit other zoos around the country for free or at a discount. The following levels are offered : • Individual Club $70.00 - Free unlimited admission for 1 adult for 12 months. • Couple Club $90.00 - Free unlimited admission for 2 adults for 12 months • Family Club $129.00 - Free unlimited admission for 2 adults and their children and/or grandchildren (under the age of 18) for 12 months, maximum of 4 children per visit. • Family Plus Club $149.00 - FAMILY, plus I additional adult for 12 months. • Zookeeper Club $250.00 - FAMILY, plus 2 additional adults for 12 months. • Curator Club $350.00 - FAMILY, PLUS 2 accompanying adults and donor recognition. • Directors Club $720.00 - CURATOR, PLUS 2 admissions to each Sunset at the Zoo event. • SAZOO Club $1200.00 - DIRECTOR, PLUS Private Zoo Cart Tour for up to 3 people The membership portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Membership records should include the following data elements at a minimum, which can be customized and changed at any time with no restrictions by staff: a. Membership name b. User -defined levels of membership fees, including the number of membership levels available c. Discounts d. Duration of membership, including ending date of membership e. Package description f. Special notes 2. Ability for customers to purchase and renew membership packages online. 3. Ability to sell memberships with specific payment terms, including monthly, quarterly, or annually. 4. Support the ability to create customizable membership cards with photos and bar code labels and/or mag- stripes. 5. Support the ability for in-house printing of membership cards. 6. Provide various ways to check membership status in addition to checking for a valid ID, such as: a. Bar code scanning and magnetic stripe scanning b. QR codes c. Manual keyboard member ID At the time the membership card is scanned by the bar code reader or mag-stripe, automatically verify the card to be valid, and update the member's attendance record at the same time. 8. Provide an audio cue if a membership card is scanned that is invalid. 9. Allow a membership to be placed on hold for a definable period of time. During this hold period, the membership will not validate but will automatically become active once the hold has been released. City of Santa Ana RFP 22-008 Page 15 10. Allow members to have more than one membership card. Specific cards can be issued for different membership packages with customized pass requirements. Alternatively, a single card can be set up to host more than one membership package. 11. Ability for membership pass to automatically renew if that option is selected by the customer. 12. Allow memberships to be used as discounts and integrate discount into POS functionality. 13. Allow customers to search and view their membership package status information online. Point of Sale (POS) FOSAZ has a gift shop at the Zoo that rents out items such as strollers or wheelchairs, and sells ride tickets. Ride tickets are also sold at a second location in the zoo's farm on -site. All money paid to FOSAZ should be tracked separately to the 50l(c)3. The POS portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. POS module provides full cash register/point of sale functionality. 2. Ability to track all inventory items, such as strollers or wheelchairs. 3. Ability to record and track by date, time and variety of sales transactions. 4. Allow for multiple types of payment, including the following: a. Cash b. Checks c. Credit Cards d. Contactless/Tap to Pay payment e. A combination of the above in the same transaction 5. Items can be set up as a specific price (PLU) or as an open custom price. 6. Provide customers with itemized receipts. 7. Numbered receipts (in order to allow for the identification of transactions and to provide a full audit trail). 8. Allows assignment of particular sales to preset keys or links. 9. Ability to track opening balance of cash drawer. 10. Displays cash transactions, including balance owing and change to be returned. 11. Support the use of touch screens that can be tailored as needed. 12. Support mobile access in the field through tablets. 13. Ability to update programming centrally (e.g. for pricing changes and changes to product mix). 14. Accommodate reporting on a centralized basis (e.g. system -wide totals) as well as on a local basis (e.g. totals for a particular POS station only). Reporting must also include day and time of sales option. 15. Ability to print a detailed transaction record. 16. Ability to summarize transactions, payment type, general ledger account, and location. 17. Allow for tracking of non -revenue admissions, i.e., no -fee events such as Residents Day sales. City of Santa Ana RFP 22-008 Page 16 Customer Relationship Management The Zoo would like to track patrons in the system but does not wish everyone to be required to make an account. For example, if a patron wishes to purchase four tickets to the Zoo, SAZOO would prefer to not force them to create an account, but rather, be able to purchase those without logging into the system. However, all members would need to create an account and once in the system, all transactions processed under that membership should be tracked and logged and provide access to customers to update and change their personal data as needed. The CRM portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Allow both customer account registration and situations where an account is not needed. 2. When customer does not have an existing account and wishes to create one, the system offers the following online options: a. Option to create an account and have it immediately available for use. b. Option to activate online customer accounts only after email validation. If selected, an activation email will be sent to the customer's email address, and they have to click on a link to activate their online account, ensuring the account cannot be activated if the customer did not give a valid email address. c. Option for the system to auto -create a password for an account for online access. The password will be included in the account creation confirmation sent automatically by email. d. Option to specify number of days until the auto -created password for online access expires. 3. Tools for staff to assist in identifying and consolidating duplicate customer records. 4. Functionality to validate residency based on street address. 5. Ability for employees to highlight and access "alerts" on customers for key information. 6. Allow staff to decide what their customers see and are able to perform on the public access side. 7. Functionality that associates related customer records as families, households, companies or organizations. Customers should be able to access information or perform actions in the system for other customers who are associated through this relationship. 8. Ability to view online and print the following items from a Customer's account: a. Tickets b. Membership information c. Reservations made d. Financial transactions and account balance e. Payments made to their account f. Previous transactions 9. Ability to change their login name and password. 10. Ability to change their address and personal information. 11. Ability to change information about their family members as well as add a new family member. 12. Allow a customer identification photo to be stored against the customer's account. City of Santa Ana RFP 22-008 Page 17 Financial Tracking The City of Santa Ana utilizes Infor Lawson General Ledger System and System Innovators iNovah Cashiering System for its revenue tracking and monitoring. The Zoo must share financial data with the City's iNovah system. Please note, iNovah can accept payments via its (web based) API in real-time or through a file import. iNovah also has an Export to Lawson which can be leveraged once the payments reside in iNovah. The system should also be able to utilize the City's existing merchant provider Chase Paymentech for online and in person payments. In person card payments must utilize a P2PE certified solution to Chase Paymentech to reduce the City's PCI scope. The new Ticketing system must also have a way to track revenues for (and between) the Santa Ana Zoo and the Friends of the Santa Ana Zoo. The desired intent is to integrate the disparate admission systems of the Santa Ana Zoo (City) and Friends of the Santa Ana Zoo (a non-profit foundation) into one comprehensive ticketing system that will integrate with the City's iNovah Cashiering System. This will provide a seamless experience for visitors and the best picture of revenues across the facility. The financial tracking portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Allow for two different merchant account numbers to track revenue streams between the two entities (Zoo and Friends of Santa Ana Zoo). 2. Allow the two payment streams to be tied to the various payment methods including, but not limited to: in - person walk-up ticket kiosk, online web interface, and staff managed POS. Payment forms may include cash, credit cards, debit cards, contactless payment, checks, and purchase orders. 3. A built-in financial export "engine" that allows financial data export to the City's external Infor Lawson general ledger system on a real-time basis. 4. The system should also be able to utilize the City's existing merchant provider Chase Paymentech for online and in person payments. 5. Ability to maintain Level 3 PCI-DSS (Payment Card Industry Data Security Standard) compliance and transmit encrypted credit card information. 6. In person card payments must utilize a P2PE certified solution to Chase Paymentech to reduce the City's PCI scope. 7. Ability to integrate with System Innovators' iNovah, the City's Enterprise Revenue Management system, to push revenue from the Zoo into iNovah so the same financial reports can be used throughout the City. 8. Support next day reversals from the new system through INovah. 9. Ability to operate on cash or accrual accounting basis. 10. Ability to manage coupon codes — including creation of coupon code, tracking usage, and qualifying usage based on customer, max number of allowable uses, POS item, membership, and tickets. 11. Ability to report usage on coupons. 12. Support deferred revenue accounts for revenues collected, but not recognized until future periods and provide a report that states the deferred amount and date when the revenue will be recognized. 13. Allow event reservation or group reservation deposits to be placed, including a partial payment at the time of a reservation booking and collection of the remaining balance thereafter. 14. Allow collection of payment by cash, check, credit card, coupon, or also "from account" if the customer has a credit balance. City of Santa Ana RFP 22-008 Page 18 15. "Split" payments may be paid by check, part cash, part credit card, part coupon, and part from account credit balance. 16. Include a receivables tracking mechanism to track customer balances, aging accounts receivable and provide reports for payments due. 17. Ability to support Ticket Purchase Transaction Refunds via Credit Card transaction refund and Infer Lawson general ledger transaction reversal. 18. For mass refund transactions (refunding fees for multiple customers), staff can refund: a. Entire ticket/reservation fee b. Part of the fee 19. Allow incomplete payments and create a payment plan for the customer for reservation bookings. 20. If there are any payment plan payments on a receipt, allow for additional text to be added to the bottom of the receipt, above the receipt notes, giving the receipt number and payment plan balance on each payment plan paid against on the receipt. 21. Ability to post adjustments to the customer's account balance. 22. Ability to produce customer invoices and/or statements with user -defined levels of detail. 23. Ability to produce a cash summary sheet (cash count discriminated by currency/coin denomination) that lists payment types and/or denomination amounts so that the SAZOO staff can specify how much of each payment type or denomination is in the cash drawer at the end of the shift. 24. Ability to track and audit cash summary averages/shortages. 25. Display identity of staff that voided a transaction on the receipt. Marketing and Outreach Zoo staff would like to utilize data captured in the system to understand their customer and membership base and then provide marketing information to these patrons on a regular basis. Any tools to assist in this process are desired to make staff activities as efficient as possible. The outreach portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Mass email functionality to market to and distribute information to current and past customers, based on filters by interest or past activity. 2. Allow email to be sent directly from within the system to one or many individuals, accounts, companies, etc. in text or HTML with the possibility of attaching documents or photos (integration with a third -party tool is acceptable). 3. Ability to set up subscription lists, whereby customers elect to subscribe to particular mailing or communication groups that are used to send regular email or postal mail communications to customers. 4. Allow both staff and customers to manage subscription lists. 5. Allow customization of mass email style templates. 6. Ability to create mailing labels for specific customer groups. 7. Ability to send SMS or text messages to mobile devices through a designated group of recipients via the system. 8. Have an automated link from ticket sales or reservations to surveys; once a guest has visited the Zoo, a survey is automatically sent. City of Santa Ana RFP 22-008 Page 19 Reporting The Zoo desires a robust report writer as well as a set of standard typical reports that can be accessed by the staff. The reporting portion of the ticketing system capabilities should include, but not be limited to, all of the following: 1. Ability to view all reports on screen or output as Excel Spreadsheet, HTML, or PDF files. 2. Provide ad hoc reporting and canned reports for standard business reporting. 3. Provide the availability of customized self -generated reporting or the ability to download the database and utilize third -party reporting tools. 4. Provide staff with user -controlled "selection screens" prior to running each report. Selection screens allow staff to narrow the report specification by choosing only relevant data, such as reporting just for a single room/field, for a single or group of facilities, dates, and times. Report selections of this type may be made either individually, or in combinations. 5. Allow staff to identify "Favorites" or an equivalent. In this area, staff can create their own customized list of favorite task areas that is unique only to them. Upon initial login to the System, all favorites are presented to the specific staff. 6. Generate reports to track General Ledger account information by type of ticket. 7. Track revenue by each membership type, broken down by individual fee charged and net revenue. 8. System provides the ability to monitor revenue and attendance by date, timeslot, or event. 9. Ability to produce daily attendance reports. 10. Ability to produce consolidated day end financial reports that provide consolidated totals from all functional areas, e.g. grand total of all ticket sales, group reservations and membership sales. 11. Ability to produce the following "daily close" reports: a. Cash receipt report, listing all receipts processed payment type, and totals. b. Cash distribution summary, showing all payment distributions. c. Account transfer report, showing funds flow among revenue accounts. 12. Reporting capabilities, allows printing of reports, labels and generates email lists based upon multiple selection scenarios, such as zip code, gender, area, and age range. 13. Ability to reprint receipts and/or tickets 14. Ability to produce reports of all charges and payments coming due. 15. Ability to produce refund report, showing all refunds for a specified date range. 16. Produce a reservation master report, including all of the following options and data elements: a. All reservations for a specific customer, school or group. b. All reservations for a specific date. c. Combinations of the above. Technical, Documentation, Security and Audit 1. Solution can be either cloud -based or on -premises. If both are offered, please provide pricing for both options. 2. For on -premises, the Zoo strongly prefers systems that can run in a virtualized VMWare environment. City of Santa Ana RFP 22-008 Page 20 3. For on -premises hosting of internal servers, the Zoo prefers Windows servers and SQL Server databases. If another OS or database is used, please identify whether you offer any sort of managed service option. 4. Ability to use LDAP integration for authentication/SSO. 5. The system should provide the ability to integrate with Windows Active Directory and support a single user sign on if on a Windows system. 6. Ability to support Google Chrome browser for all transactions. 7. The system should contain a date/time entry stamp and user information reflecting an audit trail on every data element. 8. The system should provide access from outside of the firewall by non -domain external users in accordance with generally accepted security standards. 9. The system should enable the client to enter organization -specific values in coding fields (i.e., lookup tables). These and other user configurations should be preserved around software updates. (i.e., product upgrades/software releases should not overwrite client -specific coded data or configurations.) 10. The system should allow on-line search capabilities based on any field or any combination of fields. 11. The system's on-line help should be available at the system, function, screen, and field level. 12. The system's on-line help/documentation should be updated with each new version release. 13. The system's on-line help should provide an index and search capability. 14. The system's on-line help should be context sensitive. 15. The system help information should be able to be edited and/or augmented by the Client for specific additional help information. This information should be retained during upgrades. 16. The vendor's support site should contain a knowledge -base where users can access system related reference material and documentation. 17. The vendor's support site should contain complete and up-to-date manuals for all system modules and functionalities. The manuals should be available for all available versions of the software and should be able to be reproduced if required to distribute to multiple staff members. 18. The vendor's support site should contain a complete data dictionary for all system tables and data fields. 19. The system's error messages should be integrated with online help functions, allowing the data entry person to be able to click on an error message and open the online help document to the appropriate section. 20. The system should have the ability to interface or integrate with Microsoft Exchange to utilize the email and calendar functions with the applications. 21. The system should track the use of the system by authorized users. 22. The system should have the ability to report attempts by unauthorized users to use the system. 23. The system should have the ability to suspend after 'Y' attempts to access the system with an incorrect password if authentication is internal to the system. 24. The system should have the ability to copy a security profile. 25. The system should provide e-commerce security including customer authentication and encryption to protect customer data. 26. The system's e-commerce capabilities should be PCI-compliant. 27. The system should support standard Internet security including, but not limited to Secure Socket Layers (SSL). If SSL is not supported, please describe the supported Digital Certificates. City of Santa Ana RFP 22-008 Page 21 28. The system should have the ability to define user access based on: a. Departments/Organizations b. Roles c. Individuals d. Function 29. The system should have the ability to define and lookup a user based on: a. User Name b. Role 30. The system should allow users to review security transaction history in a report. 31. The system should be able to automatically sign a dormant user out of the system after a user -defined time period. 32. The system should provide the ability to configure User ID/password rules such as length, alpha/numeric, upper/lower case, password definition and expiration period. 33. The system should provide ability to view or obtain security reports showing: a. Security breaches or attempts b. Authorized system use c. Changes to security profiles d. Security snapshot on a specific time period specified by the user Appendix City of Santa Ana RFP 22-008 Page 22 EXHIBIT B centaman Centaman Response to Ticketing and Membership Point of Sale Platform Request for Proposal (RFP) Santa Ana Zoo Ticketing System RFP NO.: 22-008 Centaman Inc. 600 W Jackson Boulevard Suite 100 Chicago, IL 60661 1 centaman Cover Letter On behalf of Centaman, thank you for an opportunity to respond to the Request for Proposal (RFP) for your Ticketing System for Santa Ana Zoo. Enclosed you will find the Centaman Response and Product Overview along with the following supporting documents: ✓ Centaman Enterprise Fee Proposal ✓ Centaman Enterprise System Architecture ✓ Centaman Enterprise Minimum Computing ✓ Centaman Enterprise Technical Support Requirements ✓ System Requirements Vendor Entry Sheet_97-2004 The Centaman Enterprise POS software dovetails the Santa Ana Zoo's vision of a broadly accessible ticketing solution. Providing one unified system for ticketing, memberships, and reservations; key features of the software include: ✓ Resolute, easy to use system for both employees and guests providing for efficient administration and minimal maintenance. ✓ A single system for Admission, Memberships, Education, Group Sales, and Special Events with the ability to sell in real time at the POS, online, or Kiosk. ✓ Ability to meet the required integration with the City's iNovah Cashiering System and Alvarado Turnstiles. ✓ Variable pricing by season, day of week, or day; native to the Centaman Software with pricing adjustable by sales channel and advance purchase interval. ✓ Options for digital member cards with the ability to validate memberships online for member discounted rates. ✓ Access control that will allow straight to the gate ability for both Centaman, printed & mobile, barcodes. ✓ Discounting options for POS and Online, offering unique or general coupon codes, promotional combined sales, and automatic discounts for registered members. ✓ Introduce gift cards, with the ability to add cashless value to member records to spend throughout the park. ✓ And accurate reporting and analytical data to help better understand consumer patterns and trends. Thank you again for this opportunity. If you have any questions regarding this proposal, please reach out directly to Julie Rabold at 312-882-9849 or via email atjulie@centaman.com. We look forward to your review of our Proposal. Signed for Submission: Julie Rabold I Business Development Manager 600 W. Jackson Boulevard Suite 100, Chicago, IL 60661 Phone: (312) 882 9849 1 Email: Julie@Centaman.com @2022 Centaman, Inc. All rights reserved. 116:3: centam an Table of Contents 2 6 7 8 8 9 .....10 .....10 ..... 26 ..... 27 ..... 28 iimeiine..........................................................................................................................................................................................................29 Listof Subcontractors...............................................................................................................................................................................29 Certifications/Statements........................................................................................................................................................................ 29 PricingConsiderations..............................................................................................................................................................................35 InstallationModel......................................................................................................................................................................................35 Breakdown of On -Premises Server Pricing Model........................................................................................................................35 Breakdown of Centaman Hosted Pricing Model............................................................................................................................ 38 Add -on Products Pricing List.................................................................................................................................................................38 DetailedInstallation and Training Fees..............._.............................................................................................................................39 HardwareItems...........................................................................................................................................................................................40 3 ©2022 Centaman, Inc. All rights reserved. centaman Executive Summary Daily Admissions, Tour & Event Ticketing O+ +, Cashless Payments with Dynamic Pricing Access Control O+ Self Serve Kiosks (. Integrated CRM Solutions O+ Group Sales, Education Programs J Memberships & Reservations OO Reporting & Business Intelligence O API Bundle Creates Complete Flexibility O Retail & Restauront/Bar POS including Mobile Solutions O Enterprise & Hosted Solutions Web Store Solutions OO - _ QQ and so much more! The Santa Ana Zoo is seeking an all -in -one ticketing solution to support ticketing, memberships, reporting, and accounting for the zoo. The Centaman Enterprise product has the power to manage the entire zoo. Centaman's breadth of products, modern streamlined guestjourney, and 30 years' industry experience in the attractions space will meet the zoo's requirements and offer a scalable solution for years to come. The Centaman solution is adaptable to your large and small business needs allowing for either a hosted solution on the Centaman data center or an on -premises installation, both offering a complete set of features to meet your needs including access to our API for out of the box integrations, such as dynamic pricing. This Centaman proposal will outline the cost for both an on -premises solution or the optional hosted plan if the zoo prefers. Centaman has implemented 400 installations in 10 countries at Zoos, Aquariums, Waterparks, & Museums. Notably, we have gained the experience needed for Santa Ana Zoo with similar installation at Omaha's Henry Doorly Zoo & Aquarium, Cleveland Metroparks Zoo, Riverbanks Zoo & Garden, Kalahari Resorts, and many more. The operational plan will be determined during your onboarding and will both expedite your implementation and onboarding while not overwhelming your team or disrupting other projects that are essential and important to your business. 4 ©2022 Centaman, Inc. All rights reserved. . centaman Centaman has 30 full time employees found around the world with headquarters in Chicago. The organizational structure is comprised of three divisions: Product Development, Operations, and Customer Success. The Santa Ana Zoo will have a dedicated professional services team providing: • A project plan managed with your personal Project Administrator leading the team. ✓ Professional Services Manager Barbara Case worked in the attractions industry before joining the team more than 8 years ago and has been onboarding customers from the beginning. Barbara is a key player in managing the implementation team with a primary focus on managing all deliverables successfully. • An implementation team focused on preparing each zoo department with business analysis meetings, system configuration prep, and the zoo's train the trainer sessions. ✓ Project Managers / Implementation Specialists Amanda Fonseca and Kara Stevens will also be supporting your team. Amanda has recentlyjoined the implementation team and has more than 5 years' experience working on Centaman Enterprise and in the attractions industry. Amanda will assist the zoo to identify needs and train the team in the build and use of the software. Kara Stevens joined Centaman more than 10 years ago and will provide expertise in design, build, and use of Centaman for the Santa Ana Zoo. • Additional project plans for any/all integrations: Accounting, CRM, Marketing Campaigns, and other 3rd party sales programs. • Extensive User Acceptance testing with Remote/Onsite training and Go -Live support. • A 24-hour Centaman Support staff and follow up training available to maximize your investment. Centaman operates as a completely independent business unit of Jonas Software. Jonas Software acquires, manages, and builds industry -specific software companies globally. Jonas has a portfolio of 110+ companies and 3,000+ employees. Jonas Software is an operating group of Constellation Software, Inc. (CSI), a public company listed on the Toronto Stock Exchange (CSU.TO). CSI has revenues of over $4 billion USD and over 25,000 employees across the globe. CSI provides Centaman with tremendous financial strength, a vast knowledge base in terms of technical and industry specific best practices, and the consolidation of administrative functions that enable the Centaman team to focus on supporting our customers and developing efficient software. Solid growth prospects, a healthy balance sheet and cash flow from operations ensure Centaman's financial stability. More information including financial statements and shareholder's reports are available online at httl2://www.csisoftware.com ©2022 Centaman, Inc. All rights reserved. centaman Product Overview A high-level overview of Centaman modules is outlined below to enhance the zoo's operations. PlatformCentaman Enterprise • Core System Payments, Invoicing, Giftcards, Cashless, EMV, Point of Sale, Accounting interface Ticketing GA, Events, Timed Ticketing, Activities, Partner Sales, Self-service IGosk & Variable Pricing Registration Workshops, Programs, Camps, Waivers Memberships Memberships, Season Passes, Gifts Groups / Field Trips Field Trips, Group & Corporate Outings, Functions and Events Retail / Gift POS, Purchase Orders, Dockets, Inventory, Stock Take Food Service POS, Tabs, Tips, Recipes, Inventory Access Control Mobile Scanning, RFID, Turnstiles API Custom Websites, Yd Party Sales, Mobile Apps, Dynamic Pricing & more The Centaman product is constantly evolving as we update and enhance the solution based on customer feedback and market trends. Highlighted Product Initiatives include: ✓ Engage reporting portal - dashboards available remotely ✓ Dynamic pricing capabilities ✓ Mobile ticketing app for speed and extremely flexible ticketing ✓ Integrated cashless value, gift cards, and member cards for a seamless digital wallet ✓ Self -Service Kiosks for ease of customer ticketing ✓ Customizable mobile responsive websites ✓ Optional integrations with 3rd party systems including WordFly, Raisers Edge, Viator, Digonex, Yahoo Weather and more Online Webstore Access Conbol i Onsite Sates via Point of Sale & IGosk CRM, Reporting d Administration i t —+ API Integrations worldpay wordfly hem FIi 4VIQtor caouvoR O M RACTION NOTO CityPASS nfgonex ASSA ABLOY MieroSoft ' i1. �! bynamin 6 ©2022 Centaman, Inc. All rights reserved. centaman What Centaman offers Santa Ana Zoo Internet Sales Custom branded Web Store for tickets, gift vouchers, memberships, group sales, tours, birthday parties, retail, e-consignment solutions for 3rd party resellers and more. Leverage valuable customer data with CRM and marketing tools with mobile friendly technology. Season Passes / Memberships Manage season pass discounts with tracked redemption at all applicable POS locations as well as visitation history with built in CRM and marketing tools. Digital photo ID card options also available. Special Events & Timed Ticketing For shows, tours, and special events. Seat inventory managed by real-time capacity. Sell through your call center, online store, or at any POS terminal or kiosk. Self -Service Kiosks For tickets, memberships, and mobile food ordering. Indoor and outdoor models are available. Mobile POS Food carts, retail pop -ups and portable exhibition stands as well as add-ons like tickets for rides and attractions. Ticketing POS High speed, touch - screen POS for ticket sales with up -sell prompts and fraud prevention tools. Create customer accounts and issue stored value media for cashless spending throughout the zoo. Parking Sell combo tickets that include admission and parking at the POS or at self-service outdoor kiosks. Access control devices include boom gates and hand-held wireless devices available for staff -controlled entrances. Reporting User friendly report generation using any data point within your system. Automate hundreds of stock reports with the ability to customize based on your needs using a report writer and dashboard builder. Turnstiles & Access Control Centaman's own Ticket Validation System allows for real-time access control of admission tickets, employee ID Cards, and season passes. Control any type of turnstile, gate, or doorway. Hand-held devices available. Cashless Spending stored value cashless payment technology provides added convenience for your guests and increases per cap spending. Stored value can be added and redeemed online or at any ticketing, retail, and restaurant POS. Quick Service Self-service food ordering kiosks. Kitchen printer and video display systems. Built-in inventory and recipe management system. Group Sales, Education Programs & Reservations Comprehensive reservation and resource management system for group sales, education programs, lectures, birthday parties, day camps, and more via call centers and internet sales as well as e- consignment solutions for 3rd party resellers. Streamline sales, group arrival, and invoicing processes, and leverage the power of integrated reporting and CRM tools. Restaurant & Bar POS Stock control for managing food and liquor costs. Waiter stations, tip management and remote kitchen printers and display systems. Tabs, table service, card on file and more. Retail POS High-speed, touch -screen retail POS with a comprehensive inventory management system. Manage multiple stores, warehouses, and suppliers. Print barcode labels for items and shelves and make stocktaking fast and easy with MobiSTOCK. ©2022 Centaman, Inc. All rights reserved. 'z . centaman Ticketing, Group Sales & Special Events Centaman offers a comprehensive ticketing solution for general admission, timed ticketing with capacity, special events, group sales, school tours and all attractions. Our software model is flexible and powerful offering mobile, online, Kiosk, and Walk-up ticketing sales. Special Features for Reserved Tickets & Special Events ✓ Move a reservation to a new date with ease ✓ Special audit feature for tracking all staff changes to reservations ✓ Make Cancellations with or without a refund ✓ Refund in full or per ticket (by reducing the number of tickets) ✓ Track email or phone correspondence ✓ Block scanning a refunded ticket ✓ Centaman allows for 3rd party resellers including but not limited to hotels and grocery stores o Viator and Get Your Guide (GYG) are all supported with a native integration while offering redemption capability for Groupon, Rezdy, and other 3rd party tickets ✓ Track previously scanned tickets D Tour Booking Summary X Congnnadon No 1116216 i]E imeaaNJg ^: 2�RB__mk��.y NarejI TceihEient Field T, Anoul Lunch Bnntlng Name 51h Grade Class u �Con1stl Client Gentleman Zoo COMaG 1 Tour Dare O&Ntl on Bxkry Naer �' 13. es wiII pnikin EeslLW start Tim. 1000 am Finish Time 0400pm Banking Term SIN500 Tetal Pend ON PaY 8 Print I Exlra Items I� Tickets 8 ©2022 Centaman, Inc. All rights reserved. Centaman Comprehensive List of Ticketing Features: ✓ Ability to sell timed ticketed admission and events with real-time capacity through our POS, Kiosk, and Webstore with preset black -out days or specifically set dates desired. ✓ Centaman also provides a general admission any time, any day ticket deferring admission and revenue until date of scan. ✓ All avenues of printing options including wristbands, bulk tickets and barcoded & RFID technology available. Design your own logos, barcodes, holiday messages, terms and conditions and vary the message by product. ✓ Pricing by Day/Event/Membership rate etc., and the ability to manage a multi -pricing structure with daily adjustments. ✓ Online and POS coupons and discounts. ✓ Virtual tickets for attractions that attach to a customer's membership cards or employee ID's reducing the need for ticket printing. Validation is also allowed from member cards or smartphones. ✓ Set limits to the number of tickets a guest may purchase per transaction online. ✓ Mobile ticket validation app via handheld devices allows for wireless scanning and validation on rides and attractions and delivers real-time ride usage numbers. tall, BooMrg-1110"82 EVENT TICKET - ADMIT rvus s,sam - s.� o.�.Ao, xrawi Adult Admission - Boo at the Zoo Child Admission - Boo at the Zoo s...�rewe�. wao Train Ride - Boo at the Zoo sores-m., Adult Admisslon - Boo at the Zoo Aowr Child Admission - Boo at the Zoo s..nr rb-ceso Train Aide - Boo at the Zoo sores-ny� Free EA,m: 0 - } 9 ©2022 Centaman, Inc. All rights reserved. centaman Education I Field Trips ✓ Complete resource management solution capable of managing space and program capacities for scheduled and ad -hoc programs. ✓ Integrated billing, account management for both online payments, phone payments, and invoicing with deposit/partial payment options. ✓ Full camp and program management with consolidated credit card statements. ✓ No per -ticket fees allow for registration online without requiring payment. ✓ Ability to capture extensive data and user -defined questions for camps and programs including medical waivers, emergency contacts, allergies, history, apparel selling/size collection etc. ✓ Build camp rosters, custom reports, enable multiple classes to enroll online at once, manage camp waitlists online and more functions. Retail and Inventory Management Centaman offers an inventory management module for retail and food & beverage sales. ✓ Multi -store and multi -warehouse management for sales and inventory (and ability to manage independently— i.e., sales location reporting and warehouse location reporting independent.) ✓ Centaman Stock -take using integrated iPhone/iPad application for real time inventory counts. ✓ Tablet option for portable sales locations and line -busting. ✓ Discounts for members, employees, and volunteers. ✓ Integrated online eCommerce feeding from inventory and sales with BigCommerce. ✓ Complete purchase order, receiving, and item management modules. ✓ Coupons, promotions, and discounts. ✓ Multi sale, stock adjustment, stock transfers and much more. p �irmou__ ,inummrioeias P�-i4 ngmee P505 —. PArs4lUnpsrw t R545 � .% Cu¢tamer's eliginb br 9uy2plush and gala M1ae plush bag I iN Ss`vV� 'nsrr. =v:mrn swm. i�..x. wx�ecw ew.. nmh rs:�w aa<ew, 10 ©2022 Centaman, Inc. All rights reserved. centaman Waivers Beginning 2022, Centaman added a Waiver module to our software. This feature is optional, and the fee is not included in pricing. Waivers are stored and managed onsite locally via customer's infrastructure. This feature will allow waivers for the following use cases: ✓ Online Booking - The Miller family signs up online for a guided tour ✓ Group Booking - Mary, a teacher, books a school field trip with box lunches ✓ Onsite Booking - When I arrive at the park, I sign up for my child's birthday party ✓ No Booking - Sofia and her friends visiting and will decide what to do when they arrive 11 ©2022 Centaman, Inc. All rights reserved. centaman Donations Centaman offers a robust CRM module that will meet your needs of selling, tracking, and engaging with your members and donors. Donor Perfect, Raisers Edge or other 3rd party donation software integrations would be available and priced according to specifications. Donation Campaigns, Adopt an Animal, Wish List, and Pop -Up donations are available onsite or online and the Round Up donation feature is available at the Point of Sale. Adopt -An -Animal rypWp• N�yraxn•Irmee[IiNrc tw •M�vlbaw l•M.Yrye•n N+�V^Itr qmY �uv • q�MIM v111atl'neNMWam �d proµ+wllo•wnlM S WWxPon �, {wm•�prrly,�gpvl lu�yaMW.itli Wlx lo,r VeAdapts make great gi tsl ADp►t-AN-ANIMAL. Seals / 5�er 5f� C-(IturtlCYovers t VWe Need You (Optionalh _....._. ._., V0e need you now mare than ever' Wand-19 this year Mil have a financeal lntowt that All last for mantas to come, Please cinder making a gift to our Emergency support FsT+d io have a Significant impact on our company 0 Others t 10 - st nr 12 ©2022 Centaman, Inc. All rights reserved. ,o- centaman CRM / Memberships Centaman's portfolio contains multiple customers with member records exceeding 100,000 memberships / season pass holders. Our membership program allows for packaged memberships selling one household membership with the ability to recognize each member individually. A comprehensive List of CRM Features: ✓ Ability to design and print cards for different membership levels (barcoded). ✓ Discounts on retail, food & beverage, and parking according to membership type. ✓ Ability to load benefits, tickets, and/or comp passes onto member cards and manage the redemption and usage of these benefits. ✓ Online member portal for members to print tickets for their guests and purchase additional items as needed. ✓ Ability to take donations, manage animal adoptions, and other products through the Centaman system for either online, point of sale or both. ✓ Virtual membership cards via an Whone and Android app using 3rd party integration, branded with Santa Ana Zoo. o This is a great way to save on card printing costs while reducing environmental impact as well as providing an additional sales tool — coupons permitted via the app, renewal reminders, etc. The app is not a part of this proposal pricing and is via a 3rd party. Upon request, we can offer a contact of the 3rd party. Digital Season Passes or Membership Cards can be scanned to receive automatic discounts Mir— �pp± ®k Purchase by Member No :1006293 ®. -vm ;gca;Z;_;;Total member discount of: -$1.00 Are You Sure 7 All now View Membership Stored Value, sharing, and spending limits. tl CWImSummey Cashless No. Julie Rabold Cashless Type Member State Attire Cashless No. Carter Rabold Expiry Date 07 No spiry Type Member X Bohn. E118.06 W ReeNtlee 111B05 Re.." iBOB �e soon Daily Limit $8.00 13 ©2022 Centaman, Inc. All rights reserved. centaman CRM Centaman offers a robust CRM module with the ability to report on a variety of membership behaviors including renewals, member purchases, attendance at special events etc. We may also integrate with any 3rd party Loyalty Program app used by Santa Ana Zoo. ,b centaman Ust of Dono Joumat date between 03/01:2020 and 02Q212022 Data Customer ID Donor Item Amount 0M162021 1005295 Carter Raboid DONATION(lVishl-ist)- Plants $18.00 04/162021 1005295 Carter Rabold DONATION (WiishList) - Panda Toys $2500 05r082021 1005204 Diana Camadio DONATION WishList)-Panda Toys $2500 1013KC20 1006204 Diana Camadro DONATION( tNishList)- Panda Toys $2500 11/032020 1005204 Diana Camadto DONATION Wahl List)-Gonlla Love $55.00 11/032020 1095204 Diana Camadlo DONATION WIshList)-Panda Toys $2500 il/032020 1005204 Diana Cannacho DONATION (,fishbst)-Gorilla Love $55.00 11/0312020 1005204 Diana Carnadio DONATION OVzhlist) - Panda Toys $25.00 1I M 412020 1005204 Diana Camadro DONATION p+lshl_ist) -Panda Toys $25.00 IIAW2020 1005204 Diana Camacha DONATION Nfishl-ist)- Gorilla Lave $55A0 11N412020 1005204 Diana Camadto DONATION(NfishList)- Panda Toys $2500 1V M2920 1005204 Diana Camadio DONATION rshList -Gorilla Love 855.00 11/042020 1005204 Diana Camacho DONATION QYshList) - Panda Toys 525.00 Member visits by01 Type - Summary Chart `; ee nta m a n Osage date between Ol/132021 and 02/722021 Visits Type Distribution 3mr� 2P3 FamilY'—�PlPrer 23Cd - [mplP�ex NempersFlp 8'3 employee guest pass tu5 Obettor r.:l= fi uratorsOCirdx 52 Fam?j 3ua 329 LPrRraRPr p31; d :dung r:3aaero GIBnaPar2PL. - - Vdvnt=xr Ill Guru s3ssssN vi<ti 14 1J5 iSA cmdoyes aPA on 135 Gl+ei[ xsxs 063isi 1473 "Nieusl Glua Jai ntlnnWa4 >fiA Guest:'szsez 20 vela 90 Gues osssxs s5>I31ts 2-0 w,z �a35es �: vrsia 7129 4 3wercnr aa3M r L 3.. _i... Z ... 14 ©2022 Centaman, Inc. All rights reserved. centaman Online Sales (Webstore) 2020 has increased the traffic on the Webstore and increased the necessity of timed ticketing reservations for zoo entrance. Consumer behaviors suggest online ticketing reservations and sales will continue to trend higher than previous years. Centaman offers a Webstore solution that integrates components designed to provide an ease -of -use experience and increase the conversion rate of your online store. Memberships and General Admission on Guest Ticketing: The Webstore introduced a new look that will allow the zoo to sell all tickets and memberships in a modern streamlined guest experience. Featuring: ✓ Calendar, List, or the new Hybrid model below ✓ Variable pricing by day native to the software ✓ Color coding to indicate high/low prices ✓ Multiple time choices ✓ Dynamic event information ✓ Simple ticket selection ✓ Offer add-ons and enhancements Ticket Selection 15 ©2022 Centaman, Inc. All rights reserved. centaman Fast Checkout ✓ Simple and secure (no logins) ✓ Utilizes PCI Level 1 Service Provider, the highest level of PCI DSS certification ✓ Works with many processor gateways ✓ Tokenizes credit card for refunds Mobile Friendly & Other Features ✓ Barcoded ticket delivered on -screen for instant purchase ✓ Pop up Donations ✓ Single scan to check -in whole arouo ✓ Works w 16 ©2022 Centaman, Inc. All rights reserved. centaman General Admission/Gift Cards ✓ All General Admission ticket types ✓ Meal Vouchers ✓ Gift cards ✓ Parking ✓ Rentals ✓ Donations Lori Memberships Key Features: GA Tickets ec-..«...�.,.,. sseu ou4r.�rzn � 0 ✓ Join ✓ Renew ✓ Find existing member ✓ Forgot Member Number ✓ Membership Coupons FAMILY Prim'"' Adult .«- Slum ✓ Member Discounts °' FAMILY 2nd Adult =Y Sam Fatuity Mz bershlp3 ©2C == mamiuul MemMrsmys 1.1N ... centaman New Webstore Features With new features added to the Guest Ticketing Webstore; Centaman's latest version of software (released in the first quarter of 2022) will bring many updates to the Zoo's current Webstore. Manage Existing Bookings ✓ Cancel Booking ✓ Change Date / Time ✓ Modify Tickets / Add On .aa�aA 1113896 Confirmation Number: 1113894 I Rahold Name Julie Rabald Date i Jan 13,2022 start Time: 10:00 am End Time 12:3D pm CCNCEL-016 1 a Race Park Adult $35.00 Status: Paid Total: S35.00 Total Paid' 535.00 Tickets LiNCEl CH6Nf.E3 luee@centaman.com 18 ©2022 Centaman, Inc. All rights reserved. centaman Reporting and Business Intelligence Centaman offers business intelligence reporting as part of our latest release using the Engage platform. The reporting solution allows users to drag and drop data into a reporting template that eliminates the need to be a SQL expert. Reports can be scheduled and delivered via email to users saving you time and eliminating the need to run reports manually. The tool contains predefined dashboards and report templates. We offer an individual and shared portal where reports created by other clients are viewable in a collaborative effort across all attraction types. One of the core strengths and key differentiators of our product is the power and flexibility of our reporting system. Once your power users are trained on Engage, they will be able to build highly customized and drilled down reports with drag and drop ease. Example Reports `•; centa ma n (croup Sales - Outstanding Balance vs Deposit Pali DW Ra:xJa. 0D011M ISW TM1,2019 N Oma IN Chant Typo TovIWMTax Rainnents M 1x Maa aa4ix mll&M19 BMiI eMaham Lix E me SJiM TIp 3335.N M f53510 6 =019 IM115 PBCCuivamun Co:me:w samF ai:pwllYtll pm S1fi5.00 No Sh500 M mp�in MR) �•� ce n to m a n 8195.00 SM00 S0L0 S18i00 Maw S36000 SIIW L}0Jp Survey Results - Ticket CITY DS Demo Wxa nipwyoutanatwayl Answer NO RP unties %�p rg�. e; oi.hUC.,a 575 33.3% FaoabOM Promo i85 28.1% fhxaAOye ..ht 68 40% Weshagw P.M 131 7.8% Weather a66 210% Patio MraNxm.m se as x•auer..166 xs W asNrglm Pou. :l�l3 S67800 5000 UMN S612o0 man MIZ00 u1100 SO u1100 200M Man som Satan Survey Results by Country DS Demo 62a 00 Span mo an 290M SM50 Spot s1225n WhereNthe worts have youcamefioml Caunw pof RevnlT.?e %of Resoonses E 5o S31e00 61wan Sago SISIM 5319.00 PusuaOe 133 72.T% H99_an $199.00 S301A0 Camas 10 5.5% China 11 6.0% Tat 14aaeW Japan 1 0.5% opt out 3 16% other Asia 2 11% ...:-: �,.... unlle0o0 100om 2 1.1% ...:.. __.. . �.. .. I3nILe0 Slates 21 11.5% ©2022 Centaman, Inc. All rights reserved. :, centam an 11aW b�f�o/Week -�—per—sir=- •�a..�erz �.. �oiu . amnes.. q Ory oI Wxx centaman Kiosk (Indoor and Outdoor) Centaman's Point of Sale can be configured to work in Kiosk mode for customers to make their own purchases via a self-service kiosk. Key Features: ✓ Allows customers to purchase tickets without staff access ✓ Uses standard Microsoft Windows hardware ✓ Supports multi -sale and "upsell" options ✓ Barcode coupons can be scanned for discounts ✓ Member/Pass holder discounts can be applied ✓ Terms and conditions available prior to checkout ✓ Graphics are customized based on your brand ✓ Supports swipe/insertion credit card or integrated Vantiv EMV pin pad ✓ Supports custom voice prompts/instructions to users Welcome! Touch a button to start Choose this option to purchase day tickets 20 ©2022 Centaman, Inc. All rights reserved. centaman Credential Dispensing Kiosks Supports Barcode/RFID Wristbands and Cards. Centaman's stylish outdoor kiosk comes with a 27" high -bright touchscreen, featuring top -tier components built to withstand virtually any weather conditions. Streamline your guest arrival experience by retrieving previously booked tickets, purchase day passes/addons and dispense programmed wristbands on the spot! Capabilities include: ✓ Ticket and wristband printing ✓ Payment acceptance ✓ Barcode scanning This device supports your guestjourney from ticketing (member validation, anyday tickets, and special events) to mobile food ordering, waivers, and donations. Mobile Food Ordering in 2022 This year, Centaman is launching our Mobile Food ordering system allowing guests to order via their mobile device or at free-standing kiosks throughout the park. Kiosk technology allows you to reallocate valuable staff time all the while providing an efficient, user-friendly service to the guest complete with upselling capabilities. Menu Item ©2022 Centaman, Inc. All rights reserved. i TICKETS 21 centaman Access Control/Ticket Scanning Centaman offers multiple access control solutions that ensure no lines and a stress -free guest experience. RFID, Barcode and Mobile tickets, wristbands and passes. , MobiCHECK iO5 Scanning for Tickets, Passes, Reservation check -in. Automated access via Turnstiles. Overhead people counting for real-time in -park visitor counts. Alvarado Centaman has and currently supports integration with turnstiles by offering a Centaman integrated controller added to your existing turnstiles. Hardware pricing and configuration pricing for these controllers are provided in the Hardware options section below. 22 ©2022 Centaman, Inc. All rights reserved. centaman scanning Tickets via MobiCHECK Centaman's ticket, member card and confirmation validation app, MobiCHECK, is available via Apple's iOS operating system. MobiCHECK offers a low-cost access control solution that delivers real-time validation in Centaman. MobiCHECK scans and validates the following types of Cancel select visitors barcodes: LEO LION ✓ Tickets - validated against the access rules and returned as Adult (Primary Member) either valid or invalid Expiry Date: Feb 3, 2023 Guest Pass Add -on (3 pack) ✓ Membership/Season Passes instantly validated Visits remaining:3 ✓ Check -in groups or families in one process and display BRAD LION member details such as photo or messages Adult (Secondary Member) J Expiry Date: Feb 3, 2023 ✓ Booking Confirmation Barcodes - which enable scanning Guest Pass Add-on(3 pack) on one barcode Visits emainin,3 ✓ Quick view and ability to process all (or some) of the BURT LION tickets on that reservation ✓ In addition to validating tickets, passes and bookings, the MobiCHECK App has the following features: o Look -up history of ticket scans o Ability to use in "check" mode that will validate but - scan ( G not record usage o Use the camera flash to scan in night -mode LEO LION ® n Pair MobiCHECK with a Linea Pro sled and handle to increase battery life and improve scanning speed and ergonomics. Adult(Pnmary Member) - Expiry Date. Feb 3, 2023 BRAD LION • IN I M•- Adult (secondary Member) - Expiry Date: Feb 3, 2023 23 ©2022 Centaman, Inc. All rights reserved. centaman WordFly Integration Centaman integrates with the WordFly email marketing tool to facilitate triggered and automatic emails from a dynamic list generated from the Centaman database. This allows customers to streamline emails including reminders for membership renewals, exclusive offers, and upcoming events. This proposal considers the continued use of WordFly by the zoo. Creative Suite Centaman Integration . Responsive email editor . Import Centaman Lists directly into WordFly . Easy to use drag and drop interface a Automatic encrypted sync of email and SMS events . Professional image editing & free storage , Triggered membership renewal reminders and more . Create personalized conditional content without knowing HTML . Segment Lists by email events and more . Design your own reusable layouts or choose pro -built designs Financial System Integration Centaman integrates with several 31 party financial solutions. RFP requirements to integrate with iNovah can be achieved by Centaman and is included in the proposal pricing. Dynamic Pricing Integration Centaman has the capability for variable pricing in both the webstore and Point of Sale. This valuable tool will allow the facility to maximize revenue potential, increase community accessibility and encourage attendance on specified days. Additionally, we offer an integration for automated dynamic pricing solutions with more detailed analytics, including data analysis and algorithm powered pricing. Cost for this integration can be included upon request. 24 ©2022 Centaman, Inc. All rights reserved. centaman Supported Credit Card Processors Under a requirement of the RFP: in person card payments must utilize a P2PE certified solution to Chase Paymentech to reduce the City's PCI scope and the Ability to integrate with System Innovators' iNovah, the City's Enterprise Revenue Management system, to push revenue from the Zoo into iNovah so the same financial reports can be used throughout the City. Support next day reversals from the new system through INovah. Centaman can meet these needs with the current Centaman integrated providers. Centaman uses a tight integration with Datacap System's dataap c NETePay Solution to secure payment transactions and SIJ. C—s �a-M Inc:- remove the Point -of -Sale application from needing to store or transmit credit card data. NETePay Hosted is a comprehensive payments platform that consolidates payments and tokens across brick -and -mortar, eCommerce, mobile and unattended environments, all managed via Datacap's portal. Processor Connection & Integration Fees The Centaman Enterprise solution is integrated into the payment processors using payment gateways, hardware, and integrations that protect the card data and facilitate the transaction processing. These fees cover: ✓ Traffic and load on the payment processing API and services ✓ Licensing for the payment application software ✓ Secure PCI-Compliant vault for tokens from online sales ✓ Support for pin pad terminals ✓ Integration, certification, and compliance and maintenance fees incurred by us Merchant Account Set-up Fee $250 one-time Pin Pads provided through System Innovators/Bluefin By SI/Bluefin POS Transaction via EMV Pin Pad*" $0.15 each Online Transactions via Webstore $0.30 each Email Receipt/Tickets from Webstore $0.01 each `The minimum will be 100 transactions plus an additional 100 transactions per pin pad device. (e.g., If customer has 2 pin pads, the minimum number of transactions per month will be 300) 25 ©2022 Centaman, Inc. All rights reserved. centaman Technical System Requirements Centaman Attachment — System Architecture provides a comprehensive outline of Centaman System Configuration for On -premises Server install. Our software is also available in a hosted environment. Centaman Attachment— Minimum Computing Requirements provides the minimum requirements for hardware and database. icrosoft Windows technologies: diCrO50ft' ■SQL Server ■Active Directory with Single Sign -on SQLServer ■IIS / .NET Web and API Framework Cloud hosted platform in AWS, Azure or Rackspace available. 26 ©2022 Centaman, Inc. All rights reserved. centaman Highlight of a Similar Customer As a global organization, Centaman has implemented similar experiences at several locations including Cleveland Metroparks Zoo, Louisville Zoo, Australia Zoo, Taonga Zoo, Fresno Chaffe Zoo, John Ball Zoo, Lincoln Children's Zoo, Tulsa Zoo and many more. Example Zoo experiences: Riverbanks Zoo and Aquarium Customer Since: 2012 Key Metrics: Approx.1.2m visitors/year 40,000 member families 70 Point of Sale Terminals Highlights: • Integrated single solution with Service Systems Associates (SSA Group) utilizing Centaman in food and retail for a completely integrated POS • Park is highly cashless with giftcard usage encouraged for all rides and add -on attractions • Migrated to "on pass' member benefits and eliminated thousands in mailing of guest passes and coupons to members • Roughly 96% of ticket sales for 40,000 guests were made online for their Boo at the Zoo (Halloween event) saving the park over $60,000 in ticket costs from their previous system 27 ©2022 Centaman, Inc. All rights reserved. centaman Customer References Company: Riverbanks Zoo Contact Person at Company/Title: Tom Stringfellow / President and CEO Telephone: (803)602-0836 E-mail: tstringfellow@riverbanks.org Project Name: Centaman Enterprise Company: Omaha's Henry Doody Zoo & Aquarium Contact Person at Company/Title: Jeremy Eddie / Chief Financial Officer Telephone: (402) 738-2062 E-mail: jeremye@omahazoo.com Project Name: Centaman Enterprise Company: New York Hall of Science Contact Person at Company/Title: Rovindra Singh Telephone: (718) 699-0005 E-mail: rsingh@nysci.org Project Name: Centaman Ascent/Outbound Company: Como Park Zoo and Conservatory Contact Person at Company/Title: Laura Wake Wiesner Telephone: (651) 487-8218 E-mail: laura.wake.wiesner@ci.stpaul.mn.us Project Name: Centaman Enterprise Company: Kalahari Resorts Contact Person atCompany/Title: Greg Gogola / Corp. Director of Information Technology Telephone: (608)-254-5299 E-mail: ggogola@kalahariresorts.com Project Name: Centaman Enterprise 28 @2022 Centaman, Inc. All rights reserved. centaman Timeline Implementation Plans We understand that transitioning to a new system is challenging. It takes time and money and can be a drain on resources that are, already, in short supply. Centaman keeps it simple and straightforward by providing: ✓ A comprehensive project management toolkit and checklists ✓ Basic configuration of the system so you do not have to be an expert on day one ✓ Onsite training for super -users ✓ Data consultants to import your existing data ✓ Web designers to skin your online and mobile presence to match your brand ✓ Onsite support for Go -Live as well as follow up training and site visits The Centaman implementation team works closely with your Project Manager throughout the course of the project. We provide a Project Coordinator who interfaces with your Project Manager and the team. The Project coordinator remains throughout the length of the project and holds scheduled meetings with the team. The teams work together on deliverables during the project life cycle. 1�PiTaff'Ti --1 Your Project Manager is responsible for leading the project plan from the client side. We recommend an 8-week project plan from inception to completion for this implementation and will work with you to ensure we are avoiding peak seasons. Centaman is prepared to begin immediately following final agreement and acceptance of this proposal. We anticipate the contract to be executed prior to June 1, 2022. Estimated completion time following an 8-week project plan would be August 1, 2022. We anticipate the Zoo has a Go -Live preference between September and November. Centaman is flexible and available to work with your target deadlines. List of Subcontractors No Subcontractors will be used or expected. Certifications/Statements • Attachment 3-1: Non -Collusion Affidavit • Attachment 3-2: Non -Lobbying Certification • Attachment 3-3: Non -Discrimination Certification • Attachment 3-4: Agreement Statement 29 ©2022 Centaman, Inc. All rights reserved. centaman APPENDIX ATTACHMENT 3-1: NON -COLLUSION AFFIDAVIT CERTIFICATIONS CITY OF SANTA ANA REQUESTFOR PROPOSALS FOR SANTA ANA ZOO TICKETING SYSTEMS RFP NO.: 22-008 NON -COLLUSION AFFIDAVIT (Title 23 United States Code Section 112 and Public Contract Code Section 7106) To the CITY OF SANTA ANA PARKS, RECREATION AND COMMUNITY SERVICES AGENCY In accordance with Title 23 United States Code Section 112 and Public Contract Code 7106 the BIDDER declares that the bid is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the bid is genuine and not collusive or sham: that the BIDDER has not directly or indirectly induced or sol icited any other BIDDER to put in a false or sham bid, and has not directly or indirectly colluded. conspired, connived or agreed with any BIDDER or anyone else to put in a sham bid, or that anyone shall refrain from bidding; that the BIDDER has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the bid price of the BIDDER or any BIDDER, or to fix any overhead, profit, or cost element of the bid price, or ofthat of any other BIDDER, or to secure any advantage against the public body awarding the contract of anyone interested in the proposed contract; that all statements contained in the bid are true; and, further, that the BIDDER has not, directly or indirectly, submitted his or her bid price or any breakdown thereof, or the contents thereof or divulged information or data relative thereto, or paid, and will not pay, any fee to any corporation, partnership, company association, organization, bid depository, or to any member or agent thereof to effectuate a collusive or sham bid. Note: The above Non -collusion Affidavit is part of the Proposal. Signing this Proposal on the signature portion thereof shall also constitute signature of this Non -collusion Affidavit. BIDDERS are cautioned that making a false certification may subject yle c�rtifierfto cfh mal prosecution. Signed State ofEalifernie-,Zuwo+s County of COO)C Subscribed and sworn to (oraffirmed) before amen this li �ti day of �tbr.i,t , 20U. by lwchaq J. X04'q , proved to me on the basis of satisfactory evidence to be the person(s) who appeared before me. �uG�c�1/Ll7cLa�C.�'il Notary Public Signature Notary Public Seal SANDRA MAGDALENO Official Seal Notary Public - State of Illinois My Commission Expires Nov 24, 2025 City of Santa Ana RFP 22-008 Page 32 centaman APPENDIX ATTACHMENT 3-2: NON -LOBBYING CERTIFICATION CERTIFICATIONS CITY OF SANTA ANA REQUEST FOR PROPOSALS FOR SANTA ANA ZOO TICKETING SYSTEM RFP NO.: 22-008 The prospective participant certifies, by signing and submitting this bid or proposal, to the best of his or her knowledge and belief, that: 1. No federal appropriated funds have been paid or will be paid, by or on behalf of the undersigned, to any person for influencing or attempting to influence an officer or employee of any federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with the awarding of any federal contract, the making of any federal grant, the making of any federal loan, the entering into of any cooperative agreement, and the extension, continuation, renewal, amendment, or modification of any federal contract, grant, loan, or cooperative agreement. 2. If any funds other than federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence any officer or employee of any federal agency, a Member of Congress, an officer or employee of Congress. or an employee of a Member of Congress in connection with this federal contract, grant loan, loan or cooperative agreement, the undersigned shall complete and submit a "Disclosure of Lobbying Activities". This certification is a material representation of fact upon which reliance was placed when this transaction was made or entered into. Submission of this certification is a prerequisite for making or entering into this transaction imposed by Section 1352. Title 31. U. S. Code. Any person who fails to file the required certification shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each such failure. The prospective participant also agrees by submitting his or her bid or proposal that he or she shall require that the language of this certification be included in all lower tier subcontracts, which exceed $100,000 and that all such sub recipients shall certify and disclose accordingly. Finn CG`k/`d`AO Alp' y' Signed and Printed Name: Title _____.... �l1•-(�\ P13VN v Date 2 City of Santa Ana RFP 22-008 Page 33 L- cantaman APPENDIX ATTACHMENT 3-3: NON-DISCRIMINATION CERTIFICATION CERTIFICATIONS CITY OF SANTA ANA REQUEST FOR PROPOSALS FOR SANTA ANA ZOO TICKETING SYSTEM RFP NO.: 22-008 The undersigned consultant or corporate officer, during the performance of this contract, certifies as follows: I. The Consultant shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, or national origin. The Consultant shall take affirmative action to ensure that applicants are employed, and that employees are treated during employment without, regard to their race, color, religion, sex, or national origin. Such action shall include, but not be limited to, the following: employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. The Consultant agrees to post in conspicuous places, available to employees and applicants for employment, notices to be provided setting forth the provisions of this nondiscrimination clause. 2. The Consultant shall, in all solicitations or advertisements for employees placed by or on behalf of the Consultant, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. 3. The Consultant shall send to each labor union or representative of workers with which he/she has a collective bargaining agreement or other contract or understanding, a notice to be provided advising the said labor union or workers' representatives of the Consultant's commitments tinder this section, and shall post copies of the notice in conspicuous places available to employees and applicants for employment. 4. The Consultant shall comply with all provisions of Executive Order 11246 of September 24. 1965, and of the roles, regulations, and relevant orders of the Secretary of Labor. 5. The Consultant shall furnish all information and reports required by Executive Order 11246 of September 24, 1965, and by rules, regulations, and orders of the Secretary of Labor, or pursuant thereto, and will permit access to his/her books, records, and accounts by the administering agency and the Secretary of Labor For purposes of investigation, to ascertain compliance with such rules, regulations, and orders. 6. In the event of the Consultant's non-compliance with the nondiscrimination clauses of this contract or with any of the said rules, regulations, or orders, the contract may be canceled, terminated, or suspended in whole or in part and the Consultant may be declared ineligible for further Government contracts or federally assisted construction contracts in accordance with procedures authorized in Execution Order 11246 of September 24, 1965, and such other sanctions may be imposed and remedies invoked as provided in Executive Order 11246 or September 24, 1965, or by rule, regulations, or order of the Secretary of Labor, or as otherwise provided by law. 7. The Consultant shall include the portion of the sentence immediately preceding paragraph (1) and the provisions of paragraphs (1) through (7) in every subcontract or purchase order unless exempted by rules, regulations, or orders of the Secretary of Labor issued Pursuant to Section 204 of Executive Order 11246 of September 24, 1965, so that such provisions will be binding upon each subcontract or purchase order as the City of Santa Ana RFP 22-008 Page 34 centaman administering agency may direct as means of enforcing such provisions, including sanctions for noncompliance; provided, however, that in the event the Consultant becomes involved in, or is threatened with, litigation with a subconsultant or vendor as a result of such direction by the administering agency, the Consultant may request that the United Slates enter into such litigation to protect the interests of the United States. 8. Pursuant to California Labor Code Section 1735, as added by Chapter 643 Stats. 1939, and as amended, No discrimination shall be made in the employment of persons upon public works because of race, religious creed, color, national origi , ancestry, physical handicaps, mental condition, marital status, or sex of such persons, except as provided in Sect n 1420, and ny consultant of public works violating this Section is subject to all the penalties imposed fora viol, ion the C pter. Signed: g� 1 Title: 1 `lK�t 1%C'iY < Finn: �MAf4 li Date: �I loI?y� City of Santa Ana RFP 22-008 Page 35 centaman APPENDIX ATTACHMENT 3-4: AGREEMENT STATEMENT CITY OF SANTA ANA REQUEST FOR PROPOSALS FOR SANTA ANA ZOO TICKETING SYSTEM RFP NO.: 22-008 Proposer understands that the PROPOSER will enter into an Agreement similar to that as shown in Attachment 2, in the Appendix of this RFP. If a PROPOSER is unwilling or unable to execute an Agreement within thirty (30) days after being notified of selection under this RFP, the CITY reserves the right to select the next most qualified PROPOSER or call for new Proposals, whichever the CITY deems most appropriate. PROPOSER concurs to the statements in the standard agreement, with the exception of the following: eA r�rna� t t � © C/ fCPn, e l� �apupaua t Firm Carly"\ ��li kt6�- Signed and Printed Name: `" 1 Title Date City of Santa Ana RFP 22-008 Page 36 cantaman Pricing Considerations Contents Pricing Considerations..................................................................................................... 35 InstallationModel.......................................................................................................... 35 Breakdown of On -Premises Server Pricing Model...................................................................... 35 Breakdown of Centaman Hosted Pricing Model........................................................................ 38 Add -on Products Pricing List.............................................................................................. 38 Detailed Installation and Training Fees.................................................................................. 39 HardwareItems............................................................................................................. 40 Installation Model Centaman offers either a hybrid solution or fully hosted. As requested, both models with pricing will be offered for comparison. 75% of our customers are on the hybrid model and includes an on -premises Microsoft SQL and application server with the web servers and systems hosted by Centaman in our Microsoft Azure cloud. The fully hosted model moves all server infrastructure to the Centaman cloud servers, reducing the need for any on -site servers. The hosting fee is an additional charge in this model to cover Centaman resources, database management, backups, security, and firewalls. Investment Summary Centaman breaks down a new contract into two areas: The cost for installation and training, and the Software & Subscription Fees. Installation and Training: Centaman offers a team of experts comprised of a Project Manager, trainer, and an operations/ technical consultant to support you during each stage of the implementation. Action items during the implementation stage include Business Analysis meetings with each department, setup, and configuration for in — depth training, weekly status meetings utilizing project management scheduling tools, webstore branding, and data imports. For a standard integration without additional integrations is approximately $24,700 investment. Software & Subscription Fees Centaman is licensed as a software subscription. We tookthe liberty to offer an example based depicted in the RFP. We have included core system, online store and Webstore hosting, and POS licenses. Our subscription fees include software licenses, support, and upgrades. Included pricing are the Kiosk license: excluded any custom development required to integrate with current Kiosk. If the Zoo opts for the purchase of kiosk, pricing included in hardware. Breakdown of On -Premises Server Pricing Model We have attached documentation on the server requirements for your review. If Santa Ana Zoo decides to use their own Server resources for the Centaman installation this pricing model is as follows. Pricing provided is 35 ©2022 Centaman, Inc. All rights reserved. centaman based on 7 Point of Sale and unlimited access gates; in addition, administrative terminals are unlimited for an on -premises solution. The Point -of -Sale numbers can be adjusted as needed. On -Site Server Managed by Santa Ana Zoo 7 Point of Sale with Unlimited Admin users Total $71,450.00 first year investment with an annual investment of $15,150.00 -.excludes pa ment atewa and transaction services fee: transaction equipment provided by System Innovators/Bluefin Software i Subscription investment POS / Kiosk Enterprise Terminal Subscription (Each Point -of -Sale Terminal $10,500.00 $2,362.50 requires a license and allows for unlimited cashiers to use license for sales. This number of terminals are adjustable $1,500.00 per Terminal Initial fee / $337.50 per Terminal annually Core Software Platform with Unlimited Admin Users: Unlimited Admin $25,000.00 $5,625.00 users if you have an On -Premises Server hosted by the zoo. Standard Webstore License and Hosting Fee $4,800.00 $4,800.00 Access Control $2,500.00 $562.50 Custom Domain and SSL Certificate $1,800.00 $1,800.00 Installation• Implementation and Training: Consisting of 2 full weeks of Training, $25,000.00 installation and system configuration, Project Manager, webstore branding. A full breakdown of services provided Page 4. iNovah integration — Flat File or API (preferred) a financial export from $1,850.00 Centaman for iNovah 36 ©2022 Centaman, Inc. All rights reserved. ca�centaman Onsite Recommendations: 4 servers are required for optimal system performance LOA Zspmp 4 wXIIYa 64 IB PAM µtv, 128 pExoµµev5E6 PExoµµev8E5 SptnrEa: OnepaTtvy Ey cngt, EOA Awca, EOA Aoya ntvSocoa EEpcmep 2019 EOA EEpmcp 2019 AmcXtxanov Eepmep 4 wXIIYa 16 PB PAM PExoµµEv6E8 8ptUJ6G: Onepartvy Ey aceµ, AaTa — 100 ytyapyrcE QIV80wa EEPtmp 2019 Mp..AIU Ecpmep 2 wXIIYa 8 FB PAM PEx099ev6E6 6ptosa: OnEpaTtvy EtyaTEµ, Aura 0 80 & 60 ytyapyrTE Qtvbocila Eepmp 2019 Evyaye Eepmep 4 mXIIYa 16 FB PAM PExoµµEv8E6 8ptmm: Onepaitvy EyraTEµ, Aa ca — 80 & 60 ytyapy m Q1V800)a EEpmp 2019 37 ©2022 Centaman, Inc. All rights reserved. :: Centaman Breakdown of Centaman Hosted Pricing Model In the Centaman Hosted Model we provide examples of fees according to the number of users. This chart provides with the annual cost based on the number of users. We have provided the zoo cost based on the number of Point of Sale, in addition to the estimated number of concurrent users and additional users: we can adjust accordingly. Centaman Hosted Environment Up to 7 Point of Sale, and up to 10 Concurrent Admin users, Total $61,810.00 first year investment with an annual investment of $33,022.50 **excludes payment gateway and transaction services fee: transaction equipment provided by System Innovators/Bluefin Software & Subscription Fees POS /Kiosk Enterprise Terminal Subscription (Each Point -of -Sale • .nnual Fee Terminal requires a license and allows for unlimited cashiers to use license for sales. $13,860.00 Up to 7 Users Admin User: These are Concurrent Users operating the backend Total Annual the system in the modules: building pricing setup events, run reports. A set number of users are allowed to login at one given $12,000.00 Up to 10 Users time in a Centaman hosted environment. Access Control $2500.00 Initial Fee / $562.50 Annual Standard Webstore License and Hosting Fee $4,800.00 Custom Domain and SSL Certificate $1,800.00 InstallationOne -Time Fee Implementation and Training: Consisting of 2 full weeks of $25,000.00 Training, installation and system configuration, Project Manager, webstore Brandin . A full breakdown of services provided. iNovah integration — Flat File or API (preferred) a $1,850.00 financial export from Centaman for iNovah Add -on Products Pricing List As suggested in the RFP, mass emailing customers is preferred. Our Word Fly integration will meet this need. 38 ©2022 Centaman, Inc. All rights reserved. a centaman Detailed Installation and Training Fees An itemized review of the Installation and fees offered in the pricing InstallationSystem . • Status meetings, scheduling & project co-ordination During your project your assigned Centaman Project Manager will manage weekly status calls, walk you through our onboarding process and be available to ensure a successful implementation. Rates are for a $3,300,00 standard project of up to 8 weeks. Business Analysis, Design and Planning (1 Day) $1,325.00 Installation onto Customer Servers Instoll software into server environment, and test modules and integration $2,500.00 Module & feature activation with base configuration Our team will provision your system, apply security template, and enable the required features and $1,250.00 components Configuration of Controllers for Alvarado Turnstiles $1,055.00 POS/Workstation Install: IT and System Admin Training (2-hour blocks) $320.00 Webstore branding to your design template Centaman designers will take your webstore brand and mimic the elements and themes of the ticketing and $3,250.00 reservation webstore. Training, Configuration & Consulting Rate Week #1 of Training - Getting Started Get your system implementation started with a full week of training and assistance onsite with one of our $6,000.00 experienced trainers. Get the fundamentals in -person for this intensive week. Onsite Go -Live As you get ready forgo -live this on -site week will provide your team with support for a seamless guest $6,000.00 experience. 39 ©2022 Centaman, Inc. All rights reserved. centaman Hardware Items A list of hardware in the event any current hardware is not compatible or needs replaced. Point of Sale - Standard Barcode Scanner(USB/1d) Unit Price $175.00 Cash Drawer: Heavy Duty/Standard $115.00 Credit Cards - EMV Pin pad (USA) $495.00 Credit Cards - Account Set-up Fee $250.00 Point of Sale Terminal - 15in Senor - 17/8GBRAM/SSD/Win10 $1,895.00 POS Terminal: Keyboard w/Trackpad $85.00 POS Terminal: Wi-Fi Network $85.00 RFID Reader WARE - Desktop $225.00 Receipt Printer: Epson Thermal (USB) $445.00 Member Card Printer: Zebra ZC100 Card Printer $1,990.00 Hardware and consumables are quoted without shipping or insurance charges. These will be added to the invoice on delivery of the items (we suggest typically to budget 3% cost for most items). 40 ©2022 Centaman, Inc. All rights reserved. centaman Maintenance and Helpdesk Services By payment of the applicable annual software Fees, the Customer contracts Centaman to maintain the Software and provide Helpdesk services under these terms. 1. Definitions The following definitions are applicable to this section of the Contract. All other terms are as defined in the General Contract Terms. Software Upgrades and Maintenance is the provision of bug fixing, product upgrades and repair services for the Software as described in further detail in Section 3 of this Contract. Software Support is the provision of help desk services for the Software as described in further detail in Section 4 of this License Agreement. Reports means the reports package provided by Centaman with the installation of the Software and updated as provided by Centaman from time to time. This includes standard report template files, which the Customer or Centaman may have modified (e.g., inventory templates, tickets, pass cards), but excludes reports developed by the Customer or Custom Reports developed by Centaman. The reports included by this definition are listed in the Doaimentation. Custom Reports means reports: a. developed by Centaman means any reports that have been developed for a fee or consideration by Centaman either as an initial project deliverable or as part of an ongoing professional services engagement. b. developed by Customer either as a derivative of an existing report or as a new report. 2. Scope of Services A. Centaman provides to the Customer the Software Upgrades and Maintenance and Software Support only for the Software developed by Centaman. B. Centaman does NOT provide Software Support for any malfunction, error, defect, or fault in the Software caused by: i. any malfunction, error, defect or fault in any equipment or software other than the Software provided by Centaman or ii. any modification to the Software not made by or on behalf of Centaman; or iii. installation of Third -Party hardware or software not approved in writing by Centaman; or 41 ©2022 Centaman, Inc. All rights reserved. Centaman iv. any alteration or modification of the operating system configuration, settings, or parameters without the written consent of Centaman; or V. unstable electricity supply, flood, water, smoke, fire, heat, storm, act of God; or vi. vandalism or malicious damage; or vii. infection of installed machine with a virus, spyware, or other malicious software. C. The Customer agrees to manage or contract to other qualified parties the following services and to provide Centaman with the details of the Customer's solution: i. Network infrastructure, cabling, internet access and firewall; and ii. Hardware whether supplied by the Customer, Centaman or a 3rd party; and iii. Microsoft network, Operating System, usernames, and system security; and iv. Microsoft SQL Server database administration as recommended by Microsoft; and v. Anti -virus and anti-malware for all connected hardware vi. Back-up and Disaster Recovery including back-up of the Centaman Software, database, and configuration settings. The Customer will implement, test, manage and maintain a disaster recovery plan. vii. Installation, configuration and troubleshooting of the Centaman Software installation onto a workstation or POS terminal. viii. Tier 1 Support for end -users including fielding of support calls, emails, and cases from any end user of the Software and involves verification of the issue, reproducing the test case, path to resolution and documenting these findings in the case notes. D. Custom Reports or Customer Enhancements are not included in Software Support and are not covered by the annual Fees (except where they have been included in the product development as part of the commercially available version of the Software and are provided with the Software Upgrade). Centaman offers these services for an additional Fee which may be quoted by the Account Manager and the terms of which will be on a project by- project basis. I Software Upgrades and Maintenance The Customer is entitled to receive, at no additional charge, all product upgrades, and enhancements for the Software and Documentation for the components listed in the Software Licenses section of this Contract for which they have paid the annual Fees. Testing, installation and applying Software Upgrades consumes resources for both the Customer and 42 ©2022 Centaman, Inc. All rights reserved. centaman Centaman. Unless required to resolve a legal or major security issue, Centaman will provide remote assistance in applying Software Upgrade to the Customer's environment, a maximum of one time per calendar year. Should the Customer require additional Software Upgrades and require Centaman to apply these to the Customer's environment then the Customer will pay Centaman and the standard hourly rate for all assistance. Should the Customer decline the Software Upgrade when it is available, Centaman will continue to support the existing version for a period of 18 months. Centaman will deliver all Software Upgrades such that the installation of any future Software Upgrade will not be dependent on the Customer having previously installed all Software Upgrades. 4. Software Support A. Centaman will provide the Customer with Software Support for Tier 2, 3 and 4 as follows: i. Tier 2 Support means that the helpdesk case has been validated and the user has sort assistance from other users or the on -site system super -users. Support provided at Tier 2 is to assist the user in removing the error or making the configuration changes required to resolve the issue. If the issue is an existing one, then Tier 2 specialists find a workaround in the database and assist the Customer in applying the solution. If it is a new issue or the case requires more detailed analysis, then Tier 2 cases will be escalated to Tier 3 support. ii. Tier 3 Support is provided to the Customer by a technician that is familiar with the Customer's database and implementation and able to do a detailed analysis based on their knowledge of the Customer's operation, business processes and their expertise in the Software. Tier 3 support cases will be resolved by the Tier 3 consultant or result in the issue being logged as a Bug in the Software and escalated to Tier 4. iii. Tier 4 Support is a case that is a confirmed Bug in the installed executable code and is resolved in with the Software Upgrade and Maintenance outlined in clause 3. B. Centaman will provide Software Support remotely via it's help desk call center and web portal. The Customer will provide Centaman with Remote Access to their system and details of their Remote Access Policy. Centaman will comply with the Customer's Remote Access Policy. C. Software Support is only available for the period that the undisputed Fees have been paid. Centaman may suspend the provision of Software Support to the Customer where undisputed invoices for the Fees remain unpaid past the due date. Centaman will provide written notification to the Customer with seven (7) days' notice in the event that it chooses to suspend the Software Support under this clause 4(C). D. Expenses: The Customer will reimburse Centaman for on -site expenses incurred for any site visits required to complete the Services , in accordance with the terms contained in this Contract. E. Software Support will be available to all users who have undertaken training in the system and for the areas 43 ©2022 Centaman, Inc. All rights reserved. centaman which have been previously configured. Centaman is not obliged to provide Software Support to users who have not been provided adequate user training by either Centaman or Customer. Such users will be considered to be logging Tier 1 cases. F. Reporting an Issue - the Customer agrees to advise Centaman by telephone or via the Centaman support portal (https://my.centaman.io) the precise nature of any suspected error, malfunction, or defect. The Customer agrees to provide Centaman with all relevant information upon request in order that Centaman may render the services set forth herein. Centaman does not represent or warrant the service results or that all errors, malfunctions, or defects will be corrected. G. Definition of Severity - the Customer and Centaman agree to the following definitions of the severity or urgency of issues as outlined in this clause. Centaman agrees to provide Software Support at the times and with the responsiveness as outlined in clauses 4H and 41 based on the Customer's reasonable and accurate assignment of the severity in accordance with the following definitions: i. Support Severity 1 are issues which affect the entire operation e.g., system down, cannot sell items or the issue is really stopping you from doing business. ii. Support Severity 2 is when the Customer experiences a problem but is processing sales and transactions (for example, a scanner's not working, or an error appears but there is a work -around). iii. Support Severity 3 is when the system's working and the request is for a configuration change, help with using the system or anything related to Reports or Custom Reports developed by Centaman. iv. Support Severity 4 is requests for something that's a new feature, report, or set-up of something that's not already in the Customer's system. Severity 4 requests may fall outside the scope of the Software Support services and may require additional project or implementation resources that would be at an additional charge. Centaman will seek prior approval from the Customer for severity 4 requests that would result in an additional charge prior to providing the services 44 ©2022 Centaman, Inc. All rights reserved. Centaman H. Support Availability - The following table defines the availability and method support. Issue Severity Time/Days Available Contact Methods Severity 1 24 hours, 365 days Phone Severity 2 & 3 8:30am to 5pm. Monday -Friday lexcl. holdays) Phone or Web Portal Severity 4 8:30am to 5pm, Monday -Friday (exct. holidays) Web Portal Centaman provides support out of their offices in Chicago and Sydney and so times reflect local times in those regions. I. Response Times - Centaman will provide the following response times during the standard support hours as detailed in clause H above. 'Response Time' is defined as the time between the Customer reporting a service request and a reply or acknowledgement being provided by Centaman Help Desk. 'Business Day' refers to a normal business day (excluding Holidays). Issue Severity Maximum Response Time Severity 1 2 hours Severity 2 1 Business Day Severity 3 5 Business Days Severity 4 No guaranteed response time 45 ©2022 Centaman, Inc. All rights reserved. centaman System Architecture The system architecture for a standard Centaman system configuration. POS, CRM & Booking APpk=on 4 MobSTOCK & MobISTOCK — I Wed �= Alc,es a VieePv� Niebburtler 115 Services ®JII r centaman Webstore Modules Engage Report Budder & Adrrmt5trabon Centaman Hosted EMV NetePa, I ISA!rarada nn, PAY©< - - vant,",iv w P,n'9L ncC�.s bilel `x Soo Doe [=CENTAMAN O via+tor wordfly" f Partner Integrations Customwebste & Mobde APPS (ind MobPASS) Yd Party Hosted Minimum Computing Requirements Workstations RAM and Processor Speed 4G8 RAM is the minimum for workstations. Centaman recommends 8GB RAM for all workstations. Processor speed should be as per the recommendations for the installed operating system. Storage A minimum of IOGB free space to install all system components. Recommended drive is an SSD or 7200 RPM or better drive. Operating Systems Microsoft Windows 10 Professional 64 bit Note: Centaman will not operate on Home or RT editions of operating systems. 46 ©2022 Centaman, Inc. All rights reserved. centaman Servers Enterprise Architecture A typical installation requires four servers (SQL, Application, Web & Reporting). RAM and Processor Speed The minimum server specifications should be based on the manufacturer specifications as governed by the operating system and SQL version to be installed on the server. Storage for Application and SQL Database Centaman requires a minimum of 15GB free space to install all system components. Required server hard drive space will depend on database size which will range from 10-30 Gigabytes for a small site to 30-50+ Gigabytes for a larger site. An attraction averaging 30 users and 1 million visitors can expect this to grow by 25GB per year (without archiving). Storage for Network/File Storage Centaman requires a single file share for storage of some network files (ticket template designs, documents etc.). This file share will require a minimum 20GB of space, and it is important that all Centaman users be provided with read/write/delete access for all files, folders, and subfolders in this location. Server Operating System Minimum environment is Microsoft Windows Server 2019 with Standard or Datacenter with Microsoft .NET 4.8 or later installed. Web Server Minimum of 10GB of free space. SOL Version SQL minimum supported version is 2017 Standard or Enterprise SQL Server Licensing Centaman requires a Microsoft SQL Database Server to operate. This application should be purchased from your IT supplier and you should use this guide should ensure that you choose the best version and edition. Microsoft requires SQL servers that are accessible via the internet to be licensed on a per processor/core basis and per -user or per -device licensing is not suitable for this use. The Customer should check with their supplier to ensure that they are not in breach of any license terms. 47 ©2022 Centaman, Inc. All rights reserved. EXHIBIT C City of Santa Ana Zoo Ticketing System Implementation Summary Costs Software Subscriptions (Annual Ongoing Costs for First 3 Years) Centaman Core Admin User Subscription (SAZ00 - 5 FOSAZ-9) 14 $ 16,800.00 Centaman POS/Kiosk - Enterprise Terminal Subscription (9) $ 17,820.00 Centaman Standard Webstore License & Hosting Fee (1) $ 4,800.00 Custom Domain and SSL Certificate 1 Enterprise: Access Control / MobiCHECK Server $ 1,200.00 Total Software Subscriptions $ 42,420.00 !, Professional Services (Including System Innovators) Status meetings, scheduling & project co-ordination $ 3,200.00 iNovah Integration: Dedicated Project Manager $ 1,200.00 Business Analysis, Design and Planning Data Import via Excel Template Installation onto Customer Servers $ 1,325.00 $ 1,975.00 2 $00.00 Module & feature activation with base configuration $ 1,250.00 Webstore branding to our design template $ 3,250.00 iNovah integration: Automated Credit Card Reconciliation $ 7,500.00 System Innovators License and Project Services $ 30,100.00 Onsite Go -Live $ 8,500.00 POS/Workstation Install: IT and SysAdmin Training $ 320.00 iNovah integration: Centaman API configuration $ 4,125.00 Onsite — GoLive / pre-GoLive Support j $ 8,500.00 Total Professional Services. $ 73,745.00 - Hardware & Equipment_ Centaman Kiosk Outdoor $ 12,995.00 Outdoor Kiosk Extended Warranty $ 5,000.00 San Sled for Barcodes (3) $ 2,085.00 Pistol Handle for Scan Sleds (3) $ 495.00 Total Hardware & Equipment' $ 20,575.00 Total One -Time Costs to Centaman $ 136,740.00 Annual Subscription Costs Annual Subscription Costs (Year 2) $ 42,420,00 Annual Subscription Cost (Year 3) $ 42,420.00 1 Total Annual Subscription Costs $ 84,840.00 Total Centaman Project Costs Years 1-3 $ 221,58 Contingency 10% $ 22,158.00 Project Costs - 9/27/2022 - 1 City of Santa Ana Zoo Ticketing System Implementation Summary Costs Total Centaman Agreement Amount $ 243 738.00 Items of Note: Subscription Term for Centaman software is 3 years. Option to renew at the end of year 3 for another 5 years. If renewed, the rate will adjust by no more than the greater of 4.5% or CPI per year for the entire 5-year term. Implementation timeline is estimated at 8 weeks. Additional time will result in additional fees System Innovator's estimated costs for integration with Inovah are included in Centaman costs. The City will pay Centaman who will in turn pay System Innovators Credit card and gateway fees are not estimated Project Costs - 9/27/2022 - 2 rl o ti �0 ci u'1 l0 0 n ry n c ~ m NV N t00 N N N V c l0 0 0 Y C 00 00 u1 i 0 N V � u N O C N CO v n n c } v Y N c O o F U 7 V L o c oo m m C Yo a � v v W 00 c 5 O u a0 ^r yI N Y N Y -Fa No Y c o a 3 s 0 0 0 0 0 ++ o n 0 0 0 0 o c y ry o a o a ao o m o6 m m n 00 a %c m m ti u� ti co m Y Y N {A L } IR O f- O H L fO O VI Y � N r 3 v° r 3 c a` •� v O O O O G7 pl O V V 06 L M w ?+ O N C lTJ l Co c N d' V tR N X W c N N Qj u O c o c Y o w c * U ' a m C b0 V w +' a V c a ... ,� O c c i Ln E CL C C N V o H Ol Ln Y a a c a o 0 0 0 0 O O G O O C O y Cl Y O T N O p T (.j O p �n 00 N I.n �a+ N 1p i+ N N U m � h O. N It �O a j i m E 7 00 m u O N 00 l0 r u @ N u C m c O y y C c y N ~ O Y O of .'^., Ln N s o _ m o o 0 7 U o 7 U L C O C O c V r c r c a a Hl NOTICE OF COMPLIANCE CITY STAFF: PRINT THIS PAGE AND INCLUDE WITH AGREEMENT TO THE CLERK OF THE COUNCIL Contractor Centaman, Inc. Name: Project A-2022-216 Number: Project Agreement With Centaman, Inc., To Provide Zoo Ticketing Name: Software Services The Certificate of Insurance (COI) submitted indicates that the coverages are in compliance with the insurance requirements. No further action is required at this time. The compliant coverage(s) are: POLICY EXPIRATION TYPE OF INSURANCE COI DATE FILE NAME NUMBER DATE cert_HOU_City of Santa AUTOMOBILE LIABILITY 73600397 09/27/2023 12/02/2022 Ana_ Parks_ Recreation_3966025_2.pdf GENERAL LIABILITY 99504839 09/27/2023 11/02/2022 Centaman, Inc. COI.pdf cert_HOU_City of Santa PROFESSIONAL LIABILITY AND 99504839 09/27/2023 12/02/2022 Ana_ Parks_ TECHNOLOGY E&O Recreation_3966025_2.pdf TECH ERRORS & OMISSION 36049367 09/27/2023 12/08/2022 Constellation Cyber.pdf cert_HOU_City of Santa WORKERS COMPENSATION AND 71764342 09/27/2023 12/02/2022 Ana_ Parks_ EMPLOYERS' LIABILITY Recreation_3966025_2.pdf Thank you, City of Santa Ana Risk Management Division in partnership with CTrax Plus Services Team 12/13/2022 12:38 PM NOTICE OF COMPLIANCE CITY STAFF: PRINT THIS PAGE AND INCLUDE WITH AGREEMENT TO THE CLERK OF THE COUNCIL Contractor Centaman, Inc. Name: Project A-2022-216 Number: Project Agreement With Centaman, Inc., To Provide Zoo Ticketing Name: Software Services The Certificate of Insurance (COI) submitted indicates that the coverages are in compliance with the insurance requirements. No further action is required at this time. The compliant coverage(s) are: POLICY EXPIRATION TYPE OF INSURANCE COI DATE FILE NAME NUMBER DATE cert_HOU_CITY OF SANTA AUTOMOBILE LIABILITY 73600397 09/27/2024 10/03/2023 ANA_3830215_14.pdf cert_HOU_CITY OF SANTA GENERAL LIABILITY 99504839 09/27/2024 10/25/2023 ANA_3830215_16_FINAL.pdf PROFESSIONAL LIABILITY TECH E&O cert_HOU_CITY OF SANTA 64260768 09/27/2024 10/03/2023 & CYBER ANA_3830215_14.pdf PROFESSIONAL LIABILITY TECH E&O cert_HOU_CITY OF SANTA 64260768 09/27/2024 10/03/2023 & CYBER ANA_3830215_14.pdf WORKERS COMPENSATION AND cert_HOU_CITY OF SANTA 71764342 09/27/2024 10/03/2023 EMPLOYERS' LIABILITY ANA_3830215_14.pdf Thank you, City of Santa Ana Risk Management Division in partnership with CTrax Plus Services Team 10/26/2023 2:48 PM A`oRo° CERTIFICATE OF LIABILITY INSURANCE 7TE1/2025IYYYY) 1/2025 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies)must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Marsh Canada Limited NAME: PHONE FAX 120 Bremner Blvd.,Suite 800 Attn:Canada.Certrequest@marsh.com (A/C,No Ext: A/C,No Toronto,ON,M5J OAS E-MAIL ADDRESS: INSURER(S)AFFORDING COVERAGE NAIC# CN 1 02165922-sndrd-GAWUP-25-26 Vela INSURERA: Federal Insurance Company 20281 INSURED JONAS TICKETING INC.dba Centaman Inc. INSURER B: ACE American Insurance Company 22667 600 West Jackson Blvd Suite 100 INSURER C: XL Specialty Insurance Company 37885 CHICAGO,IL 60661 INSURER D INSURER E: INSURER F: COVERAGES CERTIFICATE NUMBER: HOU-003830215-40 REVISION NUMBER: 64 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR ADDLSUBRTYPE OF INSURANCE INSD WVD POLICY NUMBER POLICY EFF POLICY EXP LTR MM/DDIYYYYI iMMIDDIYYYYI LIMITS A X COMMERCIAL GENERAL LIABILITY 9950-48-39WUC 09/27/2025 09/27/2026 EACH OCCURRENCE $ 1,000,000 RENTEDDAMAGE TO CLAIMS-MADE X� OCCUR FIR SES(E.."; Ea occrre... $ 1,000,000 MED EXP(Any one person) $ 25,000 PERSONAL&ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ 2,000,000 POLICY❑ JECT PRO ❑ LOC PRODUCTS-COMP/OPAGG $ 1,000,N 000 OTHER: $ A AUTOMOBILE LIABILITY 7360-03-97 09/27/2025 09/27/2026 COMBINED SINGLE LIMIT $ 1,000,000 Ea accident X ANY AUTO BODILY INJURY(Per person) $ X OWNED X SCHEDULED BODILY INJURY(Per accident) $ AUTOS ONLY AUTOS HIRED NON-OWNED PROPERTYDAMAGE X AUTOS ONLY X AUTOS ONLY Per accident) $ A X UMBRELLALIAB X OCCUR 9365-24-30 09/27/2025 09/27/2026 EACH OCCURRENCE $ 9,000,000 EXCESS LIAB CLAIMS-MADE AGGREGATE $ 9,000,000 DED RETENTION$ $ B WORKERS COMPENSATION 71764342 09/27/2025 09/27/2026 PER OTH- AND EMPLOYERS'LIABILITY X STATUTE ER Y/N ANYPROPRIETOR/PARTNER/EXECUTIVE E.L.EACH ACCIDENT $ 1,000,000 OFFICER/MEMBER EXCLUDED? N❑ NIA (Mandatory in NH) E.L.DISEASE-EA EMPLOYEE $ 1,000,000 If yes,describe under 1,000,000 DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ C Professional Liability US00158150EO25A 09/27/2025 09/27/2026 Limit 5,000,000 Tech E&O&Cyber SIR 2,500,000 DESCRIPTION OF OPERATIONS I LOCATIONS/VEHICLES (ACORD 101,Additional Remarks Schedule,may be attached if more space is required) Re:Agreement number A-2003-051 City of Santa Ana,its City Council,officers,officials,employees,agents,and volunteers are included as additional insured where required by written contract with respect to general liability and auto liability. The General Liability insurance is primary and non-contributory over any existing insurance and limited to liability arising out of the operations of the named insured subject to policy terms and conditions.Waiver of subrogation is applicable where required by written contract and subject to policy terms and conditions with respect to General Liability,Auto Liability,Professional Liability and Worker's Compensation. Digitallysigned TU Tran byTuTran Nguyen Nguyen 101953-0800 APPROVED CERTIFICATE HOLDER CANCELLATION By Tu Tran Nguyen at 10:19 am,Dec 04,2025 City of Santa Ana SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE Risk Management Division THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN 20 Civic Center Plaza ACCORDANCE WITH THE POLICY PROVISIONS. Santa Ana,CA 92702 AUTHORIZED REPRESENTATIVE of Marsh USA LLC @ 1988-2016 ACORD CORPORATION. All rights reserved. ACORD 25(2016/03) The ACORD name and logo are registered marks of ACORD AGENCY CUSTOMER ID: CN102165922 LOC#: Canada ACCOR o ADDITIONAL REMARKS SCHEDULE Page 2 of 2 AGENCY NAMED INSURED Marsh Canada Limited JONAS TICKETING INC.dba Centaman Inc. 600 West Jackson Blvd Suite 100 POLICY NUMBER CHICAGO,IL 60661 CARRIER NAIC CODE EFFECTIVE DATE: ADDITIONAL REMARKS THIS ADDITIONAL REMARKS FORM IS A SCHEDULE TO ACORD FORM, FORM NUMBER: 25 FORM TITLE: Certificate of Liability Insurance THE US COMMERCIAL GENERAL LIABILITY POLICY,US AUTOMOBILE POLICY,US WORKER'S COMPENSATION&EMPLOYER'S LIABILITY,AND TECHNOLOGY E&O LIABILITY POLICY HAVE BEEN PLACED BY SERVICE OF MARSH USA INC.MARSH CANADA LIMITED HAS ONLYACTED IN THE ROLE OF A CONSULTANT TO THE CLIENT WITH RESPECT TO THESE PLACEMENTS WHICH ARE INDICATED HERE FOR YOUR CONVENIENCE. ACORD 101 (2008/01) ©2008 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD CH us B° Liability Insurance Endorsement Policy Period SEPTEMBER 27,2025 TO SEPTEMBER 27,2026 Effective Date SEPTEMBER 27,2025 Policy Number 9950-48-39 W[]C Insured CONSTELLATION SOFTWARE,INC. Name of Company FEDERAL INSURANCE COMPANY Date Issued OCTOBER 13,2025 This Endorsement applies to the following forms: GENERAL LIABILrrY Under Who Is An Insured,the following provision is added. Who Is An Insured Additional Insured- Persons or organizations shown in the Schedule are hmreds;but they are insureds only if you are Scheduled Person obligated pursuant to a contract or agreement to provide them with such insurance as is afforded by Or Organization this policy. However,the person or organization is an insured only: • if and then only to the extent the person or organization is described in the Schedule; • to the extent such contract or agreement requires the person or organization to be afforded status as an inured; • for activities that did not occur,in whole or in part,before the execution of the contract or agreement;and • with respect to damages,loss,cost or expense for injury or damage to which this insurance applies. No person or organization is an insured under this provision: • that is more specifically identified under any other provision of the Who Is An Insured section(regardless of any limitation applicable thereto). • with respect to any assumption of liability(of another person or organization)by them in a contract or agreement.This limitation does not apply to the liability for damages,loss,cost or expense for injury or damage,to which this insurance applies,that the person or organization would have in the absence of such contractor agreement. Uabf ,lrr zvanw AAAW,, 11--4-Q.h.A d.d 0 ,e,,.,rkn, M—m „ wn nuad nne-r m .. r n-ss c r.....,...--4 a 4 CHusso LiLbiiity J=nuurvemenr (co tinuec.) Under Conditions,the following provision is added to the condition titled Other Insurance. Conditions Other Insurance— If you are obligated,pursuant to a contract or agreement,to provide the person or organization Primary, Noncontributory shown in the Schedule with primar-v insurance such as is afforded by this policy,then in such case Insurance-Scheduled this insurance is primary and we will not seek contribution from insurance available to such person Person Or Organization or organization, Schedule CITY OF SANTA ANA,ITS CITY COUNCIL,OFFICERS, OFFICIALS,EMPLOYEES,AGENTS AND VOLUNTEERS RISK MANAGEMENT DIVISION 20 CIVIC CENTER PLAZA SANTA ANA,CA 92702 All other terms and conditions remain unchanged. Authorized Representative 'iability 1r18urarive ---- vrrrr POLICY NUMBER: (25) 7360-03-97 COMMERCIAL AUTO CA 20 48 10 13 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. DESIGNATED INSURED FOR COVERED AUTOS LIABILITY COVERAGE This endorsement modifies insurance provided under the following: AUTO DEALERS COVERAGE FORM BUSINESS AUTO COVERAGE FORM MOTOR CARRIER COVERAGE FORM With respect to coverage provided by this endorsement, the provisions of the Coverage Form apply unless modified by this endorsement. This endorsement identifies person(s) or organization(s) who are "insureds"for Covered Autos Liability Coverage under the Who Is An Insured provision of the Coverage Form, This endorsement does not alter coverage provided in the Coverage Form. This endorsement changes the policy effective on the inception date of the policy unless another date is indicated below. Named Insured: Constellation Software, Inc Endorsement Effective Date: 09-27-2025 to 09-27-2026 SCHEDULE Nam Of Person(s) Or Organrzation(s): CIT OF SANTA ANA, ITS CITY COUNCIL, OFFICERS, OFFICIALS, EMPLOYEES, AGENTS AND VOLUNTEERS RISK MANAGEMENT DIVISION 20 CIVIC CENTER PLAZA SANTA ANA, CA 92702 Information required to complete this Schedule, if not shown above, will be shown in the Declarations. Each person or organization shown in the Schedule is an "insured"for Covered Autos Liability Coverage, but only to the extent that person or organization qualifies as an "insured" under the Who is An Insured provision contained in Paragraph A.1, of Section II — Covered Autos Liability Coverage in the Business Auto and Motor Carrier Coverage Forms and Paragraph D.2, of Section I — Covered Autos Coverages of the Auto Dealers Coverage Form. CA 20 48 10 13 D Insurance Services Office, Inc., 2011 Page 1 of 1 POLICY NUMBER: (25) 736©-03-97 COMMERCIAL AUTO CA 04 44 10 13 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. WAIVER OF TRANSFER OF RIGHTS OF RECOVERY AGAINST OTHERS TO US (WAIVER OF SUBROGATION) This endorsement modifies insurance provided under the following: AUTO DEALERS COVERAGE FORM BUSINESS AUTO COVERAGE FORM MOTOR CARRIER COVERAGE FORM Wrth respect to coverage provided by this endorsement, the provisions of the Coverage Form apply unless modified by the endorsement. This endorsement changes the policy effective on the inception date of the policy unless another date is indicated below. Named Insured: Constellation Software, Inc. Endorsement Effective Date: 09-27-2025 to 09-27-2026 SCHEDULE Name(s) Of Person(s) Or Organization(s): PERSONS OR ORGANIZATIONS FOR WHICH. YOU ARE OBLIGATED, PURSUANT TO A CONTRACT OR AGREEMENT, TO WAIVE YOUR RIGHTS OF RECOVERY YOU WOULD OTHERWISE HAVE AGAINST SUCH PERSONS OR ORGANIZATIONS FOR "LOSS" TO WHICH THIS INSURANCE APPLIES. Information required to complete this Schedule if not shown above, will be shown in the Declarations. The Transfer Of Rights Of Recovery Against Others To Us condition does not apply to the person(s) or organization(s) shown in the Schedule, but only to the extent that subrogation is waived prior to the "accident" or the "loss" under a contract with that person or organization. CA 04 441013 @ Insurance Services Office, Inc., 2011 Page 1 of 1 C H U B B° Policy Conditions Endorsement Policy Period SEPTEMBER 27,2025 TO SEPTEMBER 27,2026 Effective Date SEPTEMBER 27,2025 Policy Number 9950-48-39 WUC Insured CONSTELLATION SOFTWARE,INC. Name of Company FEDERAL INSURANCE COMPANY Da to Issued OCTOBER 13,2025 This Endorsement applies to the following forms: COMMON POLICY CONDITIONS The following changes are made as respects exposures in the state of Iowa. Under Conditions,the provisions titled Cancellation and When We Do Not Renew are deleted and replaced by the following: Conditions Cancellation A. The first Named Insured shown in the Declarations may cancel this policy by mailing or delivering to us advance written notice of cancellation. B, We may cancel this policy by mailing or delivering to the first named insured and any loss payee advance written notice of cancellation at least: 1, 30 days before the effective date of cancellation if we cancel due to loss of reinsurance,subject to subparagraph D.f.;or 2. 10 days before the effective date of cancellation if we cancel for any other reason. C. Cancellation of policies in effect for less than 60 days. If this policy is a new policy and has been in effect for less than 60 days we may cancel for: 1, loss of reinsurance,subject to subparagraph D.6.;or 2. any other reason. Policy Conditions Iowa Mandatory—Cancellation And Nonrenewal continued Form 80-02.9766(Ed.8•04) Endorsement Pape 1 +Condffions Cancellation D. Cancellation of policies in effect for bQ drays or more. (continued) If this policy has been in effect for 60 days or more or if this policy is a renewal of a policy we issued,we may cancel only for one or more of the following reasons: 1. nonpayment of premium; 2. misrepresentation or fraud made by or with your knowledge in obtaining the policy, when renewing the policy,or in presenting a claim under the policy; 3. acts or omissions by you that substantially change or increase the risk insured; 4. determination by the commissioner that the continuation of the policy will.jeopardize our solvency or would place us in violation of the insurance laws of this or any other state; S. you have acted in a manner which you knew or should have known was in violation or breach of a policy term or condition;or b, loss of reinsurance which provides coverage to us for a significant portion of the underlying risk insured,but only if the commissioner determines that such cancellation is justified. E. We will mail or deliver our notice to the first named inswred's and any loss payee's last mailing address known to w&Notice of cancellation will state the specific reasons for cancellation. F. Notice of cancellation will state the effective date of cancellation.The policy period will end on that date. G. If this policy is canceled,we will send the fast named inured any premium refund due.If we cancel,the refund will be pro rats. If the first named insured cancels,the refund may be less than pro rata.The cancellation will be effective even if we have not made or offered a refund. H. If notice of cancellation is mailed,a post office department certificate of mailing is proof of receipt of the notice. If cancellation is for nonpayment of premium,a certificate of mailing is not required. Nonrenewal If we decide not to renew this policy,we will mail or deliver written notice of nonrenewal to the first named insured and any loss payee at least 45 days before the expiration date. We will mail or deliver our notice to the first named insured's and any loss payee's last mailing address known to us.If notice is mailed,a post office department certificate of mailing is proof of receipt of the notice. All other terms and conditions remain unchanged Authorized Representative _D7 Policy conditions Iowa Mandatory—Cancellation And IVonrsnewal last page Form 80-02-6766(Ed.8-04) Endorsement Page 2 C H U B Bm Liability Insurance Endorsement Policy Period SEPTEMBER 27,2025 TO SEPTEMBER 27,2026 Effective Date SEPTEMBER 27,2025 Policy Number 9950-48-39 WUC Insured CONSTELLATION SOFTWARE,INC. Name of Company FEDERAL INSURANCE COMPANY Da to Issued OCTOBER 13,2025 This Endorsement applies to the following forms: GENERAL LIABILITY Under Conditions,Transfer Or Waiver Of Rights Recovery Against Others,the following provision is added. Conditions Trans of Waiver of Rights of Recovery Against Others However,we waive any right of recovery we may have against the designated person or organization shown below because of payments we make for injury or damage arising out of your ongoing operations or done under a contract with that person or organization and included in the products-completed operations hazard.This waiver applies to the designated person or organization. Designated Person or Organization PERSONS OR ORGANIZATIONS THAT YOU ARE OBLIGATED,PURSUANT TO A CONTRACT OR AGREEMENT,TO PROVIDE WITH SUCH WAIVER AS IS AFFORDED BY THIS ENDORSEMENT. All other terms and conditions remain unchanged. Auttrorized Representative �c �a�t� � i L"ity Insurance COND-WAIVER OF TRANSFER OF RIGHT OF RECOVERY last gage Form 84-02-2373(Ed.4-94) Endorsement Page I Workers'Compensation and Employers'Llablllty Policy Named Insured Endorsement Number CONSTELLATION SOFTWARE,INC. 5265 ROCKWELL DRIVE NE Policy Number CEDAR RAPIDS IA 52402 Symbol: RWC Number.(26)7176-43-42 Policy Period Effective Date of Endorsement M27-2025 TO 09-27 2026 05-27-2025 Issued By(Name of Insurance Company) ACE AMERICAN INSURANCE COMPANY Insert the policy number.The remainder of the information is to be completed only when this endorsement is issued subsequent to the preparation of the policy. This endorsement changes the policy to which it is attached and is effective on the date issued unless otherwise slated. WAIVER OF OUR RIGHT TO RECOVER FROM OTHERS ENDORSEMENT We have the right to recover Our payments from anyone liable for an injury covered by this policy. We will not enforce our right against the person or Organization named in the Schedule. This agreement applies only to the extent that you perform work under a written contract that requires you to obtain this agreement from us. This agreement shall not operate directly or indirectly to benefit any one not named in the Schedule. Schedule ANY PERSON OR ORGANIZATION AGAINST WHOM YOU HAVE AGREED TO WAIVE YOUR RIGHT OF RECOVERY IN A WRITTEN CONTRACT, PROVIDED SUCH CONTRACT WAS EXECUTED PRIOR TO THE DATE OF LOSS. For the states of CA, UT,TX, refer to state specific endorsements. This endorsement is not applicable in KY, NH, and NJ. The endorsement does not apply to policies in Missouri where the employer is in the construction group of code classifications.According to Section 287.150(6)of the Missouri statutes, a contractual provision purporting to waive subrogation rights against public policy and void where one party to the contract is an employer in the construction group of code classifications. For Kansas, use of this endorsement is limited by the Kansas Fairness in Private Construction Contract Aot{K.S.A.. 16-1801 through 16-1807 and any amendments thereto] and the Kansas Fairness in Public Construction Contract Act(K.S.A 16-1901 through 16-1908 and any amendments thereto). According to the Acts a provision in a contract for private or public construction purporting to waive subrogation rights for losses or claims covered or paid by liability or workers compensation insurance shall be against public policy and shall be void and unenforceable except that, subject to the Acts, a contract may require waiver of subrogation for losses or claims paid by a consolidated or wrap-up insurance program. Authorized Agent WC 00 03 13(11105) 0 Copyright 1963-2017 National Council on Compensation Insurance,Inc.All Rights Reserved. Nguyen, Tu Tran From: Long, Mary Sent: Thursday, December 4, 2025 10:10 AM To: RM D Subject: FW: Centaman Outstanding Invoices Hi Tu, They state that Jonas is a subsidiary of Constellation Software. Do you need something to substantiate this? Thanks again, Mary From: Camille Graham <camille.graham@pyxissoftware.com> Sent:Thursday, December 4, 2025 9:27 AM To: Long, Mary<MLong@santa-ana.org>; zoosafetyandmaintenance@gmail.com Cc:Tatiana <tatiana@centaman.com>; Melissa Theis<melissa@centaman.com>;Jonas Software Accounts <collections@jonasticketing.com> Subject: RE: Centaman Outstanding Invoices Attention:This email originated from outside of City of Santa Ana. Use caution when opening attachments or links. Yes, we are.Thanks. Best Regards, Camille Graham Billing Specialist cam ille.graham @pyxissoftware.com www.pyxissoftware.com www.thevertusgroup.com vertus pyXiS sees a r a grour Divisions of Jonas Software Centaman—GuestVision—Outbound —Omniterm—Tracx TMS—HBS- XLerant From: Long, Mary<iVlLong@santa-ana.org> Sent: December 4, 2025 12:26 PM To: Camille Graham <camille.graham@pyxissoftware.com>; zoosafetyandmaintenance@gmail.com Cc:Tatiana <tatiana@centaman.com>; Melissa Theis<melissa@centaman.com>;Jonas Software Accounts <col lections@ ionasticketing.com> Subject: RE: Centaman Outstanding Invoices Hi Camille, 1 Sorry,to clarify, is Jonas a subsidiary of Constellation software? From: Camille Graham <camille.graham@pyxissoftware.com> Sent:Thursday, December 4, 2025 8:59 AM To: Long, Mary<MLong@santa-ana.org>; zoosafetyandmaintenance@gmail.com Cc:Tatiana <tatiana@centaman.com>; Melissa Theis<melissa@centaman.com>;Jonas Software Accounts <col lections@ ionasticketing.com> Subject: RE: Centaman Outstanding Invoices Attention:This email originated from outside of City of Santa Ana. Use caution when opening attachments or links. Hi Mary, The endorsement is regarded as a master policy and master policies are issued in the name of Constellation Software Inc. and covers all subsidiaries of the company. That said,we can amend the insured names on certificates of insurance but not allowed on the actual endorsement policies. Hope this clears it up. Best Regards, Camille Graham Billing Specialist cam ille.graham @pyxissoftware.com www.pvxissoftware.com www.thevertusgroup.com 0W vrta pyXiE; ones ■ ■ # group Divisions of Jonas Software Centaman—GuestVision—Outbound —Omniterm—Tracx TMS—HBS- XLerant From: Long, Mary<VILongCWsanta-ana.org> Sent: December 4, 2025 11:54 AM To: Camille Graham <camille.graham@pyxissoftware.com>; zoosafetyandmaintenance@gmail.com Cc:Tatiana <tatiana@centaman.com>; Melissa Theis<melissa@centaman.com>;Jonas Software Accounts <-ollections@ionasticketing.com> Subject: RE: Centaman Outstanding Invoices Hi Camille, Can you please remind me why the liability forms refer to Constellation Software instead of Jonas Ticketing or Centaman? Thanks and best, 2