HomeMy WebLinkAbout25I - MAINT AND SUPPORT OF BOOKING SOFTWAREREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
JANUARY 5, 2009
T{TLE:
AMENDMENT TO AGREEr~NT WITH
VISIPHOR FOR MAINTENANCE AND
SUPPORT OF BOOEtING SOFTWARE
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CLERK OF COUNCIL USE ONLY:
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CITY MANAGER
RECOMMENDED ACTION
APPROVED
^ As Recommended
^ As Amended
^ Ordinance on 1 S` Reading
^ Ordinance on 2"d Reading
^ implementing Resolution
^ Set Public Hearing For!
CONTINUED TO
FILE NUMBER
Authorize the City Manager and the Clerk of the Council to execute the
attached amendment to the agreement with Visiphor Corporation, for the
annual software application maintenance and customer support of the Police
Department's Automated Booking System. The term of the agreement will be
extended for an additional one-year period in an amount not to exceed
$56,000.00, subject to non-substantive changes approved by the City
Manager and City Attorney.
DISCUSSION
On June 15, 2006, the council approved the purchased the Visiphor Automated
Booking System for the Police Department. The Visiphor Booking System
enables sworn personnel to move arrestees through the booking process more
efficiently and in turn, spend more time performing patrol functions.
Approval of the recommended action provides for annual maintenance and
support required for the system which can only be provided by the Visiphor
Corporation due to proprietary licensing.
FISCAL IMPACT
Funds are available in the Police Department's Computer Services other
Contractual Services account (11-338-6291).
APPROVED AS TO FUNDS AND ACCOUNTS:
ul M. W lters
Chief of Police
Police Department
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~C
Francisco Gu ierrez
Executive Director
Finance & Mngmt. Services Agency
SUPPORT AND MAINTENCE AGREEMENT
THIS SUPPORT AND MAINTENANCE AGREEMENT is entered into on January 5,
2009, by and between, Visiphor Corporation, a corporation having its principal place of business
located at 1100 - 4710 Kingsway, Burnaby BC Canada VSH 4M2 ("Visiphor") 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").
RECITALS:
A. The parties entered into that certain Agreement #A-2006-169, dated June 15, 2006,
(hereinafter "said Agreement") by which Visiphor provided software designed to enhance the
retrieval of law enforcement records for use in jail and intelligence operations.
B. In accordance with the terms and conditions of said Agreement, the parties wish to extend the
Customer Support Agreement by which Visiphor has supported and maintained the software
and applications.
WHEREFORE, in consideration of the covenants contained in said Agreement, and subject to all
the terms and conditions of said Agreement, except those amended in this First Amendment to
Agreement, the parties agree as follows:
1. Pursuant to Section 3.1, CONTRACTOR COMMITMENTS, WARRANTIES AND
REPRESENTATIONS, warranty support commenced August 1, 2007 and continued
through July 31, 2008. The parties desire to extend the customer support in accordance
with the Customer Support Agreement, attached hereto and incorporated by this reference
as Exhibit F.
2. The City agrees to pay and Visiphor agrees to accept, as total compensation for
Visiphor's Software and Application Maintenance and Support services, an annual fee of
$56,000 for the term from August 1, 2008 through July 31, 2009.
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IN WITNESS WHEREOF, the parties hereto have executed this Support and Maintenance
Agreement on the date and year first written above.
ATTEST:
PATRICIA E. HEALY
Clerk of the Council
APPROVED AS TO FORM:
JOSEPH W.FLETCHER
City Attorney
By:
Laura Sheedy
Assistant City Attorney
CITY OF SANTA ANA
DAVID N. REAM
City Manager
VISIPHOR CORPORATION
(NAME)
(Title)
Tax ID#
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Ezhibit F
Customer Support Agreement
This Agreement made the OZ of August, 2007
BETWEEN
Visiphor Corporation
Suite 1100 - 4710 Kingsway
Burnaby, British Columbia
VSH 4M2
(hereinafter called "VISIPHOR")
AND
City of Santa Ana
(hereinafter called "Customer")
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Visiphor Corporation
Customer Support Agreement
WHEREAS
The Customer is a user of certain VI5IPHOR software products and/or application programs
including software provided pursuant to a Software License Agreement (the "Product") which is
executed contemporaneously with this Customer Support Agreement and VISIPHOR has the
experience and expertise necessary to enable it to provide support and maintenance services for
the Product; and
The Customer wishes to have VISIPHOR provide the support and maintenance services pursuant
to the terms and conditions of this Agreement.
NOW THEREFORE, In consideration of the mutual covenants contained herein, the parties
agree as follows:
1. DEFINITIONS AND INTERPRETATION
In this Agreement, except as otherwise expressly provided or as the context otherwise requires,
Acceptance means the date on which the Customer certifies the Deliverables accepted in
accordance with the Santa Ana PD SOW, Exhibit A, or when the Customer first makes any
productive use of the Deliverables, whichever occurs first.
Acceptance Criteria means the noted criteria for acceptance of the Deliverables referred to in the
Statement of Work
Acceptance Period means the period within which to review the Deliverable and to notify
VISIPHOR in writing of its acceptance or rejection based on the review results with respect to
compliance to the Acceptance Criteria.
Acceptance Testing means the testing conducted during the Acceptance Period to enable the
Customer to determine whether to accept the Application Package Program or Services. It is
performed to validate the APP or Services meet the noted Acceptance Criteria;
Application Package Programs means the Product together with the Database.
Business Rules means the procedures for the use of the Product in the manner and for the
purpose of which VISIPHOR originally intended it, as reflected in its design and having regard to
the business practices of Customer, both of which are established in system administration
training provided by VISIPHOR.
Custom Modification means, unless otherwise specifically varied herein, any changes or
modifications made to the Application Package Programs by VISIPHOR (including, but not
limited to, tables, columns, reports, interfaces to third party hardware or software, data
conversion, screens and matching algorithms) exclusively for the Customer, as listed in Schedule
A-1 (Section 17). Notwithstanding the above, any Custom Modification shall be approved in
advance by the Customer. Any modification which is made for the purpose of maintaining the
operability of the application package shall not be to the account of the Customer and only those
modifications which are requested by and approved by the Customer shall be paid for by the
Customer.
Current Technology means the version of application utilized by VISIPHOR in its latest Product
and Technological Release.
Database means the Oracle® or Microsoft® Programs (as the case may be) licensed to Customer
by Oracle® or Microsoft® for the purpose of using the Product.
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Defect means a failure of the application to perform the designed functionality caused by an error
in the application.
Deliverables means the items specified in the Statement of Work to be provided by VISIPHOR
including the Application Package Programs, Services, and Custom Services.
Delivery Platform means a secondary computer environment that will functionally reflect the
Production System and contain, at a minimum, a representative sample of current data and
whereupon VISIPHOR shall install all Technological Releases, associated patches and Defect
corrections; and which will be used by Customer for acceptance validation and regression testing
(as appropriate) prior to promotion to the Production System.
Documentation means user manuals, reference guides, training materials, release notes, on-line
help and other materials in printed or electronic form, which facilitate use of the Product or
Custom Modifications.
First Level Support means providing first-line help services to end users of VISIPHOR software
applications to determine whether reported issues relate to VISIPHOR software or third party
hardware or applications not covered under the scope of this Agreement.
Go Live means start up of production use of the Product.
Migration Services means the services required (including, but not limited to, data conversion,
installation, project management, training) by Customer to give full effect to any Technological
Release provided hereunder.
Production System means the computer operating system(s) and Application Package Programs
used by Customer in the live processing of its data.
Rules has the meaning ascribed to it in § 10.2.
Specification means the statement of requirements to be satisfied by a product or service as noted
in the Statement of Work. The Specification leads to the Acceptance Criteria, to be met during
the Acceptance Testing during the Acceptance Period.
Support means: (a) responding to inquiries concerning a reported Defect(s) in the Product; and
(b) correction to problems diagnosed as Defects in the currently supported version of the Product
or as updated through the term of this Agreement. In the resolution of Defects VISIPHOR may
respond with a written response, CD ROM or diskette, supplementary documentation, a
temporary means of circumventing the problem, or other correctional aids.
Technological Release means: (a) technological improvements required to allow the Product to
operate in conformance with Current Technology. Technological Releases do not include
Migration Services.
2. SERVICES
2.1. The Customer shall provide First Level Support through its own Help Desk, or that of
a designee or designees as outlined in Schedule A-2 of this Agreement.
2.2. VISIPHOR shall provide Support to the Customer by telephone, a-mail, facsimile,
modem or an Internet connection (as appropriate).
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2.3. VISIPHOR shall provide Technological Releases from time to time.
2.4. In the provision of Support, VISIPHOR shall adhere to the following response
standards and at all times shall provide Support in accordance with the highest industry standards
recognizing the public interest duties and responsibilities of the Customer:
2.4.1. SEVERITY LEVEL ONE
Severity Level One Definition: The Application Package Programs are
totally inoperative and the use of the Product for processing transactions
or database seazches is not possible.
Severity Level One Response Time: VISIPHOR shall respond by
telephone to the Customer within twenty-four (24) business hours of
initial notification to VISIPHOR. If the initial notification was not by
telephone or not during VISIPHOR business hours, this response time
shall start when Support personnel receive the notification.
Severity Level One Resolution Time: VISIPHOR shall provide its best
commercial efforts to initiate a resolution within forty-eight (48)
business hours of the initial notification.
Severity Level One Resolution: VISIPHOR shall provide a program
correction, program patch or a procedure for Customer to bypass or work
around the error condition in order to resume operations. If a bypass
procedure is utilized, VISIPHOR shall continue error correction activity,
on a high priority basis, until a program correction or patch is provided.
2.4.2. SEVERITY LEVEL TWO
Severity Level Two Definition: Significant portions of the Application
Package Programs are severely impaired to the extent that major
functions are inoperative.
Severity Level Two Response Time: VISIPHOR shall respond by
telephone or electronic means to Customer within forty-eight (48)
business hours of initial notification to VISIPHOR. If the initial
notification was not by telephone or not during VISIPHOR business
hours, this response time shall start when Support personnel receive the
notification.
Severity Level Two Resolution Time: VISIPHOR shall provide its best
commercial efforts to initiate a resolution within ninety-six (96) business
hours of initial notification to VISIPHOR.
Severity Level Two Resolution: VISIPHOR will provide the Customer
with a program correction, program patch or a procedure to bypass or
work around the error condition in order to continue operations. If a
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bypass procedure is utilized, VISIPHOR shall continue error correction
activity until a program correction or program patch is provided.
2.4.3. SEVERITY LEVEL THREE
Severity Level Three Definition: The Application Package Programs are
impaired to the extent that some non-critical functions are not operating.
Severity Level Three Response Time: VISIPHOR shall respond by
telephone to Customer within seventy-two (72) business hours of initial
notification to VISIPHOR. If the initial notification was not by
telephone or not during VISIPHOR business hours, this response time
shall start when the notification is received by Support personnel.
Severity Level Three Resolution Time: VISIPHOR shall provide its best
commercial efforts to initiate a resolution as soon as possible. In some
cases, a resolution may be delivered as part of a technological update or
release.
Severity Level Three Resolution: VISIPHOR shall provide
Technological Releases in the form of CD-ROM, diskette or electronic
file transfer.
2.5. VISIPHOR shall endeavor to assist with all inquiries made to Support personnel.
However, if the inquiry is not related to a problem with the Product, VISIPHOR shall be entitled
to charge the Customer on a time and materials basis at the rates set forth in Schedule B
(hereinafter "T&M"). In all circumstances, VISIPHOR shall advise the Customer in advance and
shall receive prior approval from the Customer prior to charging for T&M on any matter.
3. COMPENSATION
3.1. For the Support provided pursuant to this Agreement and all other services related to
the operation, maintenance and upgrades or customer modifications, the Customer shall pay
VISIPHOR the annual fee specified in Section 3.1.1 and Section 3.1.2. (the "Fees").
3.1.1. There is no annual fee for Support and Maintenance in Year 1.
3.1.2. The annual fee for in Year 2 will be $56,750.
3.1.2.1.1 Fees for additional years (Y3-Y6) will be capped at an annual increase of
no more than 3%.
3.2. Customer shall have a right to off-set any and all payments in the event there is any
breach of this Agreement by VISIPHOR. VISIPHOR shall invoice the Customer for the Fee
annually in advance. All such invoices shall be payable within 30 days of the date of each such
invoice.
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3.3. The Fees for Support and any other products or services that may be provided
hereunder are exclusive of any federal, state or provincial tariffs, duties or sales taxes, taxes
which shall be paid by the Customer.
4. CUSTOMER RESPONSIBILITIES
4.1. Without cost to VISIPHOR, the Customer shall provide to VISIPHOR full co-
operation and assistance to enable VISIPHOR to provide the Support Services contemplated
hereby. In particular, and without limiting the generality of the foregoing, the Customer, or its
designee, shall:
4.1.1. Designate Contacts
Designate up to four (4) individuals from its MIS/IT department, or
services provider (as the case may be). All Support calls must be
channeled through the designated individual(s). The designated
individual(s) are set out in Schedule A-2.
4.1.2. Provide Electronic Access to Production System
Provide VISIPHOR with electronic access to the Production System.
4.1.3. Perform Administrative Duties
Perform all Database and operating system(s) administrative duties,
including regular logical and physical backups.
4.1.4. Supply Required Information
Supply all pertinent data and information (including Database dumps, as
requested).
4.1.5. Make Assistance Available
Make available such employees, or designated service providers, of the
Customer as VISIPHOR may reasonably request in relation to the
Support.
4.1.6. Report Faults in a Timely Manner
Report problems or faults within such time, on such forms and with such
degrees of particularity as VISIPHOR may, from time to time, request.
The current form to report problems is as set forth in Schedule A-3.
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4.1.7. Authorize Emergency Access
In the event of an emergency or crisis which is not the direct or indirect
responsibility of VISIPHOR which is not a Severity Level 1 or severity
level 2 event but which is at the specific request of the Customer, provide
VISIPHOR with an electronic or other access to the production system
for purposes of applying a database or data corruption fix on the
understanding that, except for negligence on the part of VISIPHOR,
VISIPHOR assumes no liability resulting from such emergency or crisis
access;
4.1.8. Ensure Personnel are Trained
Ensure that its personnel are fully trained in the use and operation of the
Product or any Custom Modifications.
4.1.9. Use in Accordance with Business Rules
Use the Product in accordance with the Business Rules.
4.2. Customer understands and agrees that all Defect corrections and Technological
Releases and any related Database scripts should be promptly implemented in the Production
System. The Customer acknowledges that its failure to so implement such Defect corrections and
Technological Releases may render the Product unusable or non-conforming to Documentation.
The Customer agrees to install and put into production use (a) corrections to Defects within thirty
(30) days of delivery by VISIPHOR and, (b) Technological Release within such reasonable time
as VISIPHOR and the Customer may agree.
4.3. In no event shall the Support Services be used as a source of training or a source of
consulting. Misuse of the Support Services may result in direct billing, on a T&M basis, for any
such training or consulting services. No such charges shall be applied until such time as
VISIPHOR advises the Customer that it is in breach of this clause thereby giving the Customer
the opportunity to cease such action.
4.4. Customer acknowledges and agrees that the administration and maintenance of all
computer hazdware, communications equipment third party softwaze, cabling, peripherals and any
other hazdwaze equipment necessary and required for the operation of the Product, shall be the
exclusive obligation of the Customer. In particular, and without limiting the generality of the
foregoing, VISIPHOR shall not be held responsible for the provision of any assistance (under the
terms of this Agreement) required as a result of any:
4.4.1 Modification to System Environment
modification, change or upgrade to any hazdwaze or software (other than
any modification, change or upgrade made by VISIPHOR to the
Application Package Programs); or
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4.4.2. Damage by Accident or External Cause
damage to the Application Package Programs by accident or other
external cause, the fault or negligence of any party other than
VISIPHOR, or use by Customer in other than its normal and customary
manner; or
4.4.3. Unauthorized Modifications
as a result of any unauthorized modification made by Customer or any
party other than VISIPHOR,
even if VISIPHOR has knowledge of the possibility of such potential loss or damage. If, as a
result of one or more of the foregoing circumstances Customer requires assistance, VISIPHOR
agrees to provide such assistance on a T&M basis.
5. TERM, DEFAULT AND TERMINATION
5.1. The term of this Customer Support Agreement commences Aug 1,
2007 ,and continues for a period of 12 months, ending July 31,
2008 VISIPHOR will offer subsequent renewals so long as Customer is not in breach of
Section 4.2 and provided all sums and amounts due under Section 3 are paid when due. The
Customer shall have a right on 90 days written notice to VISIPHOR to terminate this Agreement
at any time during the initial term or any renewal term of this Agreement. Any fees paid in
advance for a period of time subsequent to the termination date shall be considered non-
refundable.
5.2. The Customer further reserves the right to terminate this Agreement without penalty
or future liability at its fiscal yeaz end due to lack of appropriations.
5.3. If, after termination of this Agreement, Customer requests Support, VISIPHOR may
agree to provide such Support and Customer shall pay for same forthwith on a T&M basis at
VISIPHOR's then current rates. VISIPHOR shall provide an advance estimate of the T&M
charges for any support to be provided at the request of the Customer. The Customer shall be
obligated to pay no more than the estimate for such Support Services.
5.4. In the event that either party (the "Defaulting Party") shall neglect, fail or refuse to
perform under any of the provisions of this Agreement, then the other party (the "Non-Defaulting
Party") may deliver to the Defaulting Party notice of intention to terminate this Agreement which
notice shall specify the alleged neglect, failure or refusal and, if within 30 days after the date of
delivery of such notice, the Defaulting Party shall not have fully cured all the defaults indicated
therein, or presented a plan acceptable to the Non Defaulting Party to cure such defaults, then
upon expiration of such 30 days, the Non Defaulting Party may, at its option, elect to terminate
this Agreement. Where the Defaulting Party commits a second breach of the Agreement, the
Non-Defaulting Party shall have a right to terminate this Agreement on 7 days notice to the Non-
Defaulting Party. Where the Customer terminates this Agreement pursuant to this paragraph, all
advance payments by the Customer to cover services post the termination date shall be refunded
to the Customer in full.
5.5. Notwithstanding Clause 5.4, if the Customer fails to pay VISIPHOR as required by
this Agreement, VISIPHOR shall not be required to provide Support forthwith after delivery of
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written notice to that effect to the Customer, and may pursue any other remedies which it may
have at law or under this Agreement.
6. GENERAL TERMS
6.1. These Support Terms form part of and aze subject to the terms and conditions set out
in the Agreement.
6.2. Support Restrictions: Nothing herein shall permit Customer to reverse engineer,
disassemble or decompile the Product (or any portion thereof). In addition, it is expressly
understood that Customer shall not amend, change or alter any application/module libraries,
graphical user interface forms or database schema including, but not limited to, table structure,
indexes, views, referential constraints or synonyms, without VISIPHOR' written permission. To
the extent VISIPHOR permits Customer to modify, amend, change or alter any part of the
Application Package Programs, VISIPHOR shall have no obligation to cure any Defects resulting
from any such modification, amendment or change.
6.3. De-Support: In the event Customer is unable or unwilling to fulfill its obligations
(Sec. 4.2) to maintain current versions of the Product on its Production System, VISIPHOR
reserves the right to de-support such obsolete version(s) at the expiration of the current support
year provided VISIPHOR has first given Customer not less than (60) days prior written notice of
its intention to rely on this clause, in which case no further payments will be made by the
Customer to VISIPHOR.
7. PRIORITY OF DOCUMENTS
7.1. If there is any conflict with or inconsistency between the documents listed below,
then the following order of precedence will apply, from highest to lowest: (as applicable)
(a) Software License Agreement;
(b) Primary Agreement;
(c) Customer Service Agreement; and
(d) Softwaze Escrow Agreement.
8. NOTICES
8.1. All notices, requests, demands, or directions to any party to this Customer Support
Agreement by another party hereto will be in writing and delivered or sent by registered mail,
postage prepaid, addressed as follows:
to: Visiphor Corporation
Suite 1100 - 4710 Kingsway, Burnaby,
British Columbia VSH 4M2
Attention: Chief Operating Oi~icer
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to: City of Santa Ana
20 Civic Center Plaza (M-97)
P.O. Box 1988
Santa Ana, California 92702
Attention: Cmdr. K Gominsky
or to such other address as may be stated by one party to the other in a notice given in the same
manner herein provided. Any notice, request, demand, or direction given in such manner will be
deemed effective upon receipt by the party to whom it is given or upon refusal to accept receipt
documented by the delivering party.
9. ASSIGNMENT
9.1. Except for an assignment to an Affiliate of VISIPHOR, VISIPHOR will not assign
this Customer Support Agreement without the prior written consent of the Customer. No
permitted assignment to an Affiliate will be effective until: (a) the assignee Affiliate agrees in
writing with the Customer to be bound by the terms and conditions of this Customer Support
Agreement; and (b) the assignee Affiliate provides evidence satisfactory to the Customer that the
assignee Affiliate and its directors, officers, employees and agents have obtained the necessary
security checks and security clearances to enable it to perform the Services and to have access to
the environment /system and/or any related data and information. Notwithstanding any
assignment of this Customer Support Agreement as permitted by this Section, VISIPHOR will
remain primarily responsible for the timely performance of all of its obligations hereunder.
10. ARBITRATION
10.1. If, at any time, there is a dispute, controversy or Claim (each a "Dispute") between
the parties with respect to any matter arising out of or relating to this Agreement, then the party to
the Dispute that wishes to initiate a resolution of the Dispute must give notice to the other party to
the Dispute outlining the nature of the Dispute and the resolution proposed by the claimant and
requiring that such Dispute be resolved pursuant to this Part 10.
10.2. If a Dispute is not resolved between the parties within 30 days (or such longer period
as is agreed to in writing by the parties to the Dispute) after the date of the notice pursuant to
§10.1, either party to the Dispute will be entitled to refer the Dispute to arbitration in accordance
with the domestic arbitration rules of the British Columbia International Commercial Arbitration
Centre (collectively, the "Rules") as modified by the provisions herein, within 30 days after such
date. The Dispute will be submitted to one arbitrator in accordance with the Rules.
10.3. The arbitration will take place in English in Vancouver, British Columbia.
10.4. Each party will accept the award or decision of the arbitrator as final and binding and
will diligently act in good faith to do all that is necessary or advisable to be done by it to
implement the awazd or decision.
10.5. A party who commences a legal proceeding in respect of an issue or Dispute that may
be arbitrated under this Agreement,
(a) will cause the proceeding to be stayed until the time during which an
arbitration may be initiated has expired or, if an arbitration is initiated, a decision or award by
arbitration is delivered or the azbitration has otherwise ended, and
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(b) will promptly discontinue the proceeding once the arbitrator's
decision or award is given.
li. GOVERNING LAW
11.1. This Customer Support Agreement will be governed, construed and interpreted by
the laws of the Province of British Columbia.
12. AMENDMENT
12.1. No modification or amendment to this Customer Support Agreement may be made
unless agreed to by the parties hereto in writing.
13. SEVERABILITY
13.1. The invalidity of any provisions of this Customer Support Agreement or any
covenant herein contained on the part of any party will not affect the validity of any other
provision or covenant hereto or herein contained. The parties will in good faith negotiate a
mutually acceptable and enforceable substitute far any invalid provision or covenant, which
substitute will be as consistent as possible with the original intent of the parties.
14. NON-WAIVER
14.1. The waiver or failure of either party to exercise, in any respect, any right provided for
herein will not be deemed a waiver of any further right hereunder.
15. ENTIRE AGREEMENT
15.1. This Customer Support constitutes the entire agreement between the parties hereto
with respect to the licensing of the Softwaze and supersede all prior letter of intent, arrangements,
representations, warranties, statements, promises, information, arrangements and undertakings,
whether oral or written, expressed or implied.
16. COUNTERPARTS
16.1 This Customer Support Agreement may be executed in counterparts, in original form
or by facsimile, each of which will together, for all purposes, constitute one and the same
instrument, binding on the parties, and each of which will together be deemed to be an original,
notwithstanding that all of the parties are not signatories to the same counterpart.
IN WITNESS WHEREOF the parties have executed this Agreement as of
2008.
Visiphor Corporation City of Santa Ana
By: By;
Title: Title:
Date: Date:
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17. SCHEDULE A-1
17.1. Supported Software
NAME Versi
on NAME Versi
on
InForce Arrest and Bookin 2.0
Briyante Integration Environment
BIE
Visiphor FastBook Web
A lication
18. SCHEDULE A-2
18.1. Support service is for the following periods (Sec 2.1):
24 hours per day
7 days per week
18.2. Designated Individuals for Customer Support (Sec. 4.1.1):
NAME TELEPHONE E-MAIL ADDRESS
Ron Gonzalves 714 -245-8099 RGonzalves ci.santa-ana.ca.us
Jaime Manri uez 714-245-8104 JMan uez santa-ana.or
Ken Gominsk 714-245-8040 KGominsk santa-ana.or
18.3. Designated Individuals for Authorizing Additional Expenditure (Sec. 2.5)
NAME TITLE TE NE HO E-MAIL
Ken Gominsky Cmdr. CIS 714-245-
8040 kgominsky@santa-
ana.or
19. SCHEDULE A-3
19.1. The Customer may submit Incident Reports to VISIPHOR via the following
channels:
North America 800-667-2066
All Other Countries 250-383-9231
VISIPHOR Email Support : support~ci!visi~or.com
On-line Technical Support, Case Submission, Knowledge Base & Documentation:
1_~ttp;/!~~ ~~ ~~ .vis~hor,com
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19.2. When reporting incidents to VISIPHOR, the Customer must provide sufficient detail
to enable the Technical Support Analyst to reproduce and diagnose the problem or difficulty,
including revision level information, problem documentation and any media containing data.
19.3. Each incident reported to VISIPHOR should be properly defined to ensure timely
acknowledgement of the support call. An incident is defined as a single support issue that cannot
be broken down into subordinate problems.
19.4. Each Incident submitted to VISIPHOR shall contain the following information
19.4.1. Incident Information
• Date of incident
• User's Agency, Name and Contact Information
• VISIPHOR Application Name, including version number
• Location of server/workstation
• Issue Details
• Describe the nature of the issue
• Is the issue sporadic, persistent, or is this the first time it has been
experienced?
• Describe how the issue impedes the user's ability to perform a specific
business process (job function)
• For a persistent issue, describe the steps that lead to the problem
• Error Information (please provide screen captures, if possible)
• What steps, if any, were taken by the user to recover from the incident? (E.g.,
Application restart, computer reboot, closing and reopening of module, etc.)
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