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HomeMy WebLinkAbout25F - UTILITY BILLING SOFTWARE MAINTENANCE REQUEST FOR COUNCIL ACTION CITY COUNCIL MEETING DATE: CLERK OF COUNCIL USE ONLY: FEBRUARY 1, 2010 TITLE: APPROVED ? As Recommended CONTRACT RENEWAL WITH SYSTEMS AND ? As Amended SOFTWARE, INC . FOR UTILITY BILLING ? Ordinance on 15t Reading ? Ordinance on 2nd Reading SOFTWARE MAINTENANCE (A- 2 0 0 8- 0 5 3) ? Implementing Resolution ? Set Public Hearing For f`~'` CONTINUED TO FILE NUMBER CITY MANAGER RECOMMENDED ACTION Renew the contract with Systems and Software, Inc. for maintenance of Utility Billing software in an amount not to exceed $129,000 with provision for two, one year renewals with an annual increase not to exceed 4%. DISCUSSION On March 3, 2008, the City Council approved a Finance and Utility Billing software project and entered into an agreement with Systems and Software, Inc, to purchase utility billing software, "enQuesta." The enQuesta software went live in March 2009. It is used to produce the City's municipal utility service bills, provide customer water, sewer, refuse, and paramedic subscription account management, process customer service orders, track water meter reads, and provide online customer account access. The system manages over 44,000 water accounts and processes over 270,000 municipal utility service bills each year. The agreement provides for an annual software maintenance and support plan that entitles the City to receive software updates and technical support services for enQuesta as well as the third-party Oracle database software used by the system. The breakdown of the maintenance fee is $97,000 for enQuesta and $32,000 for Oracle. However, both will be serviced through Systems and Software, Inc. The agreement stipulates that the maintenance plan renews automatically each year unless canceled. Staff requests authorization for funds for the current year and two subsequent year renewals with annual increases not to exceed 4%. 25F-1 Contract Renewal for Utility Billing Software Maintenance February 1, 2010 Page 2 FISCAL IMPACT Funds are available in the Finance Management Lawson Utility Software account (no. 10910141-62300). Francisco Gutierrez Executive Director Finance and Mgmt. Services Agency 25F-2 FIRST AMENDMENT TO AGREEMENT THIS FIRST AMENDMENT TO AGREEMENT is entered into on February 1, 2010, by and between Systems & Software, Inc., a Vermont corporation ("S&S") 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-2008-053, dated March 3, 2008, (hereinafter "said Agreement") by which S&S has licensed to City, utility billing application software, along with support and maintenance of such software. B. The parties desire to extend the term of support services for an additional one year term with provision for up to two additional one-year extensions, and to amend the calculation by which the Support Service Program cost will be adjusted. 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. Section 4, SUPPORT SERVICES, subsection A "S&S Support Program", shall be amended to read, in full,as follows: "A. S&S Support Program. Beginning at Delivery, the Customer has the option to participate in the S&S Software Maintenance and Support Program ("S&S Support Program"). Participate in this Program is required to continue to receive support from S&S. The S&S Support Program is a x a ''attached hereto as Attachment A. S&S may modify the S&S Support Program from time to time. The Application Software and systems support services described herein will be invoiced on a prorated basis from Go-Live through the end ofthen-current calendar year and thereafter annually in-advance on a January through December calendar year basis. Customer's participation in the S&S Support Program shall automatically renew on an annual basis and shall be valid on a calendar year basis. However if at any time Customer fails to allocate funding for the annual maintenance and support fees the S&S Support Program shall terminate at the end of the then current paid term. T + r' ' ~ c.v,c c.,.,..°,.+ . If Customer elects to discontinue its participation in the S&S Support Program, S&S shall be under no obligation to continue providing maintenance services past the period for which Customer has paid for enrollment in the S&S Support Program." 2. Section 4, SUPPORT SERVICES, subsection C "Enrollment & Pricing", shall be amended to provide that for years 2-10, following the Effective Date of said Agreement, S&S Support Program pricing is subject to annual increase equal to CPI Index, provided that the minimum annual increase shall be 2.5% and the maximum annual increase shall not exceed 4%. 3. Except as hereinabove amended, all terms and conditions of said Agreement shall remain in full force and effect. IN WITNESS WHEREOF, the parties hereto have executed this First Amendment to Agreement on the date and year first written above. ATTEST: CITY OF SANTA ANA MARIA D. HUIZAR DAVID N. REAM Clerk of the Council City Manager APPROVED AS TO FORM: SYSTEMS & SOFTWARE, INC. JOSEPH W.FLETCHER City Attorney By: Laura Sheedy (NAME) Assistant City Attorney (Title) Systems & 5a?~tware, lnc. System ~ Saftw~re systems ~ Software uppgrt Prac~r~r~ General Guidelines Attachment A ~ff~~t~~~ ~~n~,~ry ~o~fl 42~ irsdusttiial Avenge CONfIDENTiRL WitliSion, VT fl5495 1 ~~a~ Ya~ V~a~nyr~ryy'BV.~CC"f iiU t. ~UL'$~J'~~7~ Page. t 25F-5 201t} Sysk.euas & Soft~+rare Support Program Guidelines $yst~2rns a Softv+rare Executive Summary of Services FTrravided Beginning on January t, 2;~1g, the followring services and guidelines apply to the Systems & Software Support Program. If you have any questions related to the following information, please call the dedicated Help line at 1-8pQ- ~a5~&8~ 0. Appficatipn Support Help Ciesk support for genera! application inquiries and issues + S&S representatives available from 8:QOarti EST through S;OOpm (CUStorner local time} Monday through Friday 24x7 critiC~i issue coverage available off hours (available option} Time and priority commitments for response to operational critical issues during regular business hours (8:t3D am - S:Qfl pm local time) Showstopper {Ex. Customer is down or can't run a critical billing or C&C process! S&S initial response within 15 minutes. c High (The issue is a tusiness critical issue but It is not preventing all users from getting their work clonal ¦ S&~ initial response within 1 hour. w Medium (The issue has a work around that the customer can use until the issue has been resolaed} • S&u initial response within 4 hours. Low tThis issue is usually either cosmetic or requested functionalit that will be considered far a future version} S&5 initial response within 24 hours. Commitment to quatlty and timely issue resolution • Automaied case management via TTP {Test7raek Pro issue resolution software} Escalation path far issue resolution Technics{ Support • Telephone advisory assistance wish routine system management functions Remote tog-in support for troubleshooting issues with layered products and operating system software that era related to the documented capability of SRS applications Third-P~rty $oftware First-fine diagnostic support for third-party venders with whom S8~S is associated or whose produC.s are integrated within enQuesta. This only applies to third-party software which is under erne of S&S's contracts and which the customer does not have a separate support agreement with. Update Support Fixes, error corrections, patches or corrected procedures for the supported versions of enQuesta and its component level software Per',odic product version releases or upgrades {including base enhancements} EducationlGommunieation Monthly Webcasts Online documentation available through the customer portal 's Access to product documentation< training course catalogs and schedules, and Customer Conference information 428 Industrial Rvenue CONF{DEIVT4AL Williston, Vi 65485 waves ss~vt.rvrfa Systertt3 p; 862-885-t i 76 ' ~ Saftw~re f: 8©?-885-11?t Page 2 25F-6 2t~1Q Systems & Software Support Program Guidelines 1 Systems s So4tw~e Gustc~mer Conference -Attendance, train€ng and hospitality events a# no cast forte attenr3ees per sargan^zaticn to attend with the exception of trauei and living expenses. a customer etects tc send more than o urgers. there will ><e a registration of $850 - $10017 ~rperson- 42E Pndvs4~iai Avenue CONFtDt=NTh4t. SMitliston, Vi fY549§ S et»5 }arwav SSsL'{,cCBTi p: BD2-865-1170 f; i;Q2-865-1171 Page 3 _ _ _ ~ _ ,m. 25F-7 2Qlfl Systems & Software Support Program Guidelines Systems ~ Software Further Detail of Services Provided The Systems 8 Software Support Program provides coverage for and is inclusive of the items listed below: 1. A.ufhordatron fo reoa?va svapotf services for licensed products from Systems & Software for the calendar year, January through December 24t0. 2. Access to new ra{eases of the {rcerased en4r1esta business application, when such application software becomes generally available and a separate upgrade engagement has been established between SAS and the customer. This support cri#sria applies to the obginally licensed application software itself, newly developed modules or applications, and the range of systems support services associated with deploying production ent~uesta software, are handled under a separate contract or amendment. Add`itionai services may include migraf€,ng from one version of enQuesta to another, perfom~ring assurance testing, performing interface testing, training customers on new versions of the application software, or purohasing additional hardware or third-Party software products. Pixas, error corrections, pr c~errect{+re procedures far the supported versions of enCtuesta (the current version. and the mast recent reCease just prior to the current version of the application}. Depending on the nature and cause of these errors, certain additional urges may apply for these servir.,es a New docurnentalion as made available by module. S&S understands that due to the customized nature of the various applications for customers and the speed with which refresh updates or new releases are developed ands or deployed, customers may not always have documentation that exactly applies to the version they are running. Customer practices show, and S&5' expectation is. that customers rely on the on- line help text and their process guides. Module documentation, including standard user guides, training guides, and pror~ess guides is now deployed only via S&S' customer website, at w~rsw.ssivt.com {via the customer portal}.. 5. Support related to items that are normally charged but are minor in nature may be waived safely at the discretion of S~S_ fihese might include restoring processes andl or data that were cornapted due to operator error, minor changes to a bill print format., etc. These will be judged based upon the magnitude of the work to tre perfomled and the frequency of occurrence. 6, Atf+sndance, training and hospitality events t~+tll ba at na cost (no registrallon fees for u'P fo two customer employees at the Guslomer Conference. Additional employees may attend for a fee as Holed above. "travel. lodging, meals. and other associated fees would be a2 the customer's expense,. Due to the marfcet and competitive nature of the S&S enCtuesta produr~s, Han-customer personnel may attend only upon written request, and S&S reserves the right to refuse attendance at customer conferences to non-customer attendees. A fee of $2,504 per dray per non-customer attendee wil9 apply, if such nonrtcustomees are authorized to attend. 9n same cases, customers may be required to sign non-disclosure statements at such events. 7. Monthly webcasts are scheduled to be conducted online via ttVebEx. These webcasts can be used to provide campanylcarporate updates, promote user group interaction, allow for a discussion arena cn selected topics., and serve as training sessions. 428 lndustriad Avenue C4NF[DENTIAL ~ttiliistcxr, VT 05495 & Sti#twa~ p: BG2 865-1170 f: P.02-865-1171 Page 4 25F-8 _~-1 201Q Systems & software Support Prograun Guidelines Systems ' s Software Pe,^odic intormationa# announcements or news#etters covering new announcements. enQuesta erihancemLnts: hardware and third-party software issues, vendor relationships, new teohnologies ar t~ r,r;,;al consideratiorks, ne~v produc# announcements, and other related topics. 9. Access to the latest levels o€ certain tnfrd-party products including Cognas 8: MicroFocus Server Express Runtime Licenses {assuming the .initial. upgrade to Server Express was paid'. under separate contract}, en+Cuesta client er middleware components. or other third-party software products or vender products urhich are invoiced as part of the S&S Support Program,. ar as these products home available from the respective vendors. Deployment or training services for such are handfed separately under a time and materials basis- t0. Technical ,Ass#stance is available by request. These services include but are not limited to system and application configuration, performance analysis, and certain other hardware, operating system and database related servir~s. These seruices are subject tc additicnaf charges an a time and material basis at the discretion of your Account fUlanager ar Senior Account Executive, if applicable. certain Systems 8 Software Support Program Guidelines t. Under the Systems Software Support Fragram, customers will receive unlimited daytime phone, modem, ntEmet, email and fax support far areas related to the operation of all licensed ent~uesta modules under tyre supported version {i.e., the curent version and the most recent release just prior to the current version of the application} and, mere specifically, far the business processes# features which are accommodated by enQuesta applications that are already in production use as enabled through working with S&S, during an init#at ar subsequent engagement, enQuesta applications may have the oapacity or inherent funotianafity to serve many business ar customer-specific functions that may not be in production use within your organization. If an organization decides at a later date to make use of a new feature or business process. this would be clearly defined as '"new" work which would be supported under a separate time and materials based contract, not "how-to" support for an existing business process. , This support is limited to operators who have been trained by S&~S personnel or other certified trainers under `Frain the Trainer`, "Trafn the Key Parsonnef', or °Train the Super Users" concepts, and who have ownership for and a clear understanding of the applications and issues for which they are requesting suppoR an the current enQuesta release. Support activity vfa the Customer Support Desk from new personnel will indicate the actual capabilities or level at training new personne9 have received. This information will be shared with customers and, if necessar,%, related services will be contracted for separately at rates indicated. in this agreement. Inbound phone support initiated from our dedicated support line, 1-800-655-8810 would generally entail a taour call or less {this duration. certainly may vary and is not limited to a 'f3 haurj. Faxes, phase calls or e- mails which result in extended, or even multi-hour, phone conversations or work effort would be handfed separately on a time and material contract basis. Possible examples would be: several analysts' subsequently providing "x" number of hours assisting with implementation of "nevv" work [such as discussionf implementafson of new work order types, a madifed General Ledger Chart of Accounts. or implementation of a new business process that the application supports {but which is not in production mode}, such as AGN, an AMR solution. or a new interface]. Q#her examples may include but era not limited. 426 lrrdustrial Avenue CONFIDENTkAL }NlAistan, L`T U~f95 X115 _ ~ p: rsue ~L~5-117~i f: 9(}'~-865-1171 Page 5 i _.._.e.__ . i i 25F-9 _j 2t}~.C Systems & Sciftware Support Prograxct Guidelines Systems ra Sof#ware to; fixing incorrect aperater firocedures, training new or existing staff river the phone, asses#ance with balancing ar bookkeeping, setting up training databases and training operators, performing work or services for c~rc~ana~ations whose key individuals are out of the office, writing custom scripts or programs to resolve customer issues net caused by enQuesta: and other support items of this nature. This scope of work would olearly be defined as "implementation of new business prcaesses" or "consulting outside t~f'how Zo' telephone support.°, 2. Ad-hoc report vvri#ing with third-party tools such as Cognos 6, Cognos ReporthJet or Cognos tmpromp#u is the responsibility of the customer This includes creation of reports and all subsequent modifications including those resultSng firom changes in versions of enQuesta or the third-party reporting tool. To facilitate this process, S8S will maintain the KnawledgeBase! Cataingt Meta data' et2Li data dictionan~es and provide support `or general questions. It is highly recommended that. organizations appoint a core group of persons to become entirely familiar with all aspects of the enQues#a applioations and the Knowledge8asel Catalogl Meta dotal eQti data dictionaries. such the. these individuals beco'°°ae subject-matter experts within the organization. Telephone Customer Support ask support services and hours of availability are weekdays frorr~ 8:£}Q arrr to S:f70 pm, oustomer local time, excluding Holidays and other posted exexspfions, unless other speoific r niza#ion. 2~tx7 a er su ort is offered for contractual arrangements have been made with your o ga P g PP selected contractual situations pager suppor*. reflects coverage for enQuesta related emergency situations only. Unless covered under a separate arrangement, support provided outside these hours ~rriil be invoiced at the off-hours support service rate as referena~ed in item 6 under this heading. 5. items excluded Irom this plan include: training of new operators; consulting, hardware or site planning and infaastructure support; hardware maintenance:; or cry topics generally considered "new business." These professional services would be billed separately under a separate time and materials basgd agreement Also excluded from this plan are Windows and other PC desktop systems support., communications or infrastructure support; support of situations which reflect your use of third-party vendors over which S&S has no direct responsibility, such as bill-print houses, banks, AMR vendors, ar other such third-parties. S&S supports these other types of situations on a time and material fee basis at the discretion of the Account Manager or Senpr Account Executive, if applicable. For the vast majority of technical or third-party situations which arise, S&S believes this method to be the fairest way to support customers in areas over which SAS has little, if any, responsibility or systema#ic controls. Jutside of Systems Support Services covered under the S&~S Support Program as reflected herein, all other Systems Support Services in 20Q9 wilt be invoiced at the following rates: Service Tyne Rate aer Hour Custom Programming & Business Process Consulting 5225 C?n-Call Pager Support S16A - CYtherServices S1&(} 42B lntiustrial Avenue ~pNFID£N"r(AL tiYlllston, VT t35~&95 S~jrS°t~eftt5 p; v902-865-117© ~ SOfi'ks~ f: $42-865-3 t r'1 f Page 6 1 - _ _ _ 25F-10 I 210 Systems & Software Support Program +Gui.delines These services. a€e provided subject to a minimum Ya -hear charge. qff-hears (5pm-Sam... or holiday weekends support vri`:'I be invoiced at X2413 per hour, minimum 1-hour charge. Involvement of other venders,. whose services may be required, in concerE with or outside of work with SAS, shallinvoice directly or through SAS at their own rates. An example wou[d be billable services through IBM Corporation, for AlX SupportLine ar ConsultLine charges. given tr3at the ranee of systems support services generally reflects multiple S&S parties performing work prior to, during, and after the "face to face" customer engagement,. daily rates or per-student charges may apply for some ranges of support services, including training classes. These shall be determined at the time of contracting and are subject. to change at any time, depending on The scenario or the value-ad propos`stian to the customer, 7. Ail other enQuesta ar non-enQuesta related support services, Preparation time, cansuhing, analysis, travel, or telephone and modem support issues will bs invoiced on a time and material basis as incurred. Every attempt shall be made by the customer and SSS to understand, scope, define and have customer acceptance far work scope under an estimated time and materials engagement prior to +.vork commencing. issues that SAS determines repairs extended support or support atthird-parties fvr resolutions tt~ customer issues will in some cases be turned aver to the appropriate third-party. {IBM AIX Support., for example, may be cantraated on behalf of customers to conduct perfonnan-tuning testing on their pSer(es servers}. Areas identified as those which. would best be handled by third-parties vdiil, time permitting and assuming a customer representative is available who has ownership for the issue, be discussed with customers prior to arranging the services. S, Adm§nistration: a. Customers are responsible for ensuring supported staff members are aware of these policies and procedures. A request for support from a customer assumes an understanding on the part of the customer of said policies and procedures. b. S8~S asks that customers appoint a key individual {or select, core group of key individuals} to receive all support cails% requests from S&S in order to eliminate duplicate calls andl or faxes ar e-mails. The Customer Support desk format relies upon an initial canTact being made with a detailed description of the issue tieing submitted. with specific backup material being Faxed ar e-mailed. The preferred methcad of sutxnission to S&S is by e-mailing your request to our dedicated inbox: ~pr~rt;cJ_ssivt.ccm with any appropriate attachn3ents to help us triage the issue. S8S' objective is to ensure that customers be fully satisfied at all levels of the interaction, each. and every time customers engage SEAS. Unless There is already an open work order which was correctly initiated via the Customer Support Desk, correspondence sent to specific support individuals will NqT be forwarded to the Customer Support Desk for logging. With the objective being quick, correct and eff'cient resolution to customer issues, resulting in high levels of custome€ satisfaction, customers must submit all correspondence to the Customer Support Desk.. net specific staff. We request that you send your support issues tc, fax: 8Q2-885-11?1 or e-mall: spa ortrx~ which is the only authorized 'support' email address; please do not forward correspondence to individual email addresses or call S8~S Support Personnel directly. 426 Indust€iai Avenue CONFIDENTIAL ~~liiston, VT X5496 vr~rntr S~iv2.cias~r ~SG~f~'YVar9! p: $42-$$5-ti7~7 f' $02-$$.`-1171 f'a9e 7 { 25F-11 X010 Systems & S~sftware Support Program Guicleline~ systems Sof#ware modem access to customer's la3Frt pSeries or Desl pcwerEdge centers, In summary, broadband access is required fs~r enQuesfa customers and is requested for all other oustomers. NL7~E: Given the number' and divers=ty of c~+stnrrers requiring support from 5&S. each with varying networking infrastructure, support cf scftvrare-based VPN cl"ients is not a viable replacement for these suggested access methodologies. g. sf a customer is on the supported version {the current version and the most recent release dust prior to the current version of the application}, corrective fixes will be delivered to the customer via a scheduled Maintenance Release {maintenance releases wilt be deployed anti! a release is deemed 'life-cycle complete" by ~&5}. Customers will receive release Notes and customers are responsible for tesfing corrective fxes within a scheduled windova befare S&S will moue the Maintenance Release into Production. h. In order to ensure that the enCtuesta system is kept up-to-date with enhancements and bug fixes, Customers are strongly encouraged to install the then-current Maintenance Release made available by S&S at least once per quarter, tf a Maintenance Release has been made available generally by 5&S that addresses a particular issue and a customer subsequently contacts the S&S Help Desk regarding this issue but Fras not installed the applicable Maintenance Release, the customer will be required to instals the Maintenance Release prior to assistance: by S&S. ft a customer declines to snstals the said Maintenance Release to remedy the 9ssue, SAS reserves the right to charge the customer on a time and material basis at then-current rates for effort incurred to resolve the issue. A customer may need to install previously released Maintenance Releases prior tc installing the then- current Maintenance Release in order tee bring the customer's environment to the most current levee. 428 Industrial Avenue CONFIDENTIAL +,57rHston, ~ 0545 1 3c SOfa P: ~GL4 $J.+3~"~'tT4 f: SU2-885.1171 Page 9 25F-12 ~ysteim & software 2010 Annul Software Maintenance & Support contract >Oetaii Por F'eriad January 1, 2010 - December 31, 201(} Ct1ST~MER: City of Santa Ana _a-, _ [?escr# tir~n_ I f++~AIt~IT~ t'+tA~ ,00 f 2009 enQuesta Maintenance ~ _ ~ $30,235,OU j 2009 3~~ Party 2009 Total Maintenance _ $i~2,715.C1t~ 2010 enQuesta Maintenance 96,b42.65 e ~ _201.0 3~ Party Software Maintenance Y_ $31,595.,58.: Refilects a 4~Salo Annual Increase 'F~t~#2Qi~' ~a~~t~;n~nce $12l3,~3~.~3 i 25F-13 25F-14