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HomeMy WebLinkAboutTRITECH SOFTWARE SYSTEMS -2015A-2016-262 )) TRITECH SOFFWARF SYSfW5 TriTech Software Systems 9477 Waples Street, Ste, 100 San Diego, CA 92121 Phone: 858.799.7000 Fax: 858.799.7011 www.tritech.com SYSTEM PURCHASE AND SUPPORT Q� TRITECH SOFTWARE SYSTEMS FOR Santa Ana System Purchase and Support Agreement Cop},right CO 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 1. of t04 SYSTEM PURCHASE AND SUPPORT AGREEMENT TABLE OF CONTENTS 1.0 INTRODUCTION................................................................................................. 4 2.0 ADDENDA..........................................................................................................4 3.0 INTENTIONALLY DELETED..............................................................................5 4.0 PRICES AND PAYMENT.............................................................................I......5 5.0 SOFTWARE LICENSES.....................................................................................6 6.0 DELIVERY, INSTALLATION, TITLE AND RISK OF LOSS...............................9 7.0 SITE PREPARATION.......................................................................................11 8.0 SECURITY INTEREST.....................................................................................11 9.0 SERVICES........................................................................................................12 10.0 ACCEPTANCE.................................................................................................13 11.0 CONFIDENTIALITY AND PROPRIETARY RIGHTS........................................14 12.0 LIMITED WARRANTIES...................................................................................16 13.0 MAINTENANCE AND SOFTWARE SUPPORT...............................................18 14.0 SOURCE CODE ESCROW...............................................................................21 15.0 DEFAULT AND TERMINATION.......................................................................22 16.0 INDEMNIFICATION AND LIMITATION OF LIABILITY....................................23 17.0 INSURANCE..................................................................................................... 24 18.0 COPYRIGHT & TRADE SECRET INFRINGEMENT........................................25 19.0 INTENTIONALLY DELETED............................................................................26 20.0 SALES, USE AND PROPERTY TAX............................................................... 26 21.0 SEVERABILITY................................................................................................26 22.0 FORCE MAJEURE/EXCUSABLE DELAY.......................................................26 23.0 CONSTRUCTION AND HEADINGS.................................................................26 24.0 WAIVER...........................................................................................I................27 25.0 ENTIRE AGREEMENT.....................................................................................27 26.0 APPLICABLE LAW.......................................................................................... 27 27.0 ASSIGNMENT..................................................................................................27 28.0 NOTICES..........................................................................................................27 29. ORDER OF PRECEDENCE............................................................................. 28 Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 104 30.0 GENERAL TERMS...........................................................................................28 ADDENDUMA...........................................................................................................31 ADDENDUMA-1........................................................................................................32 ADDENDUMA-2........................................................................................................33 ADDENDUMA-3........................................................................................................49 ADDENDUMB...........................................................................................................50 ADDENDUMC...........................................................................................................51 ADDENDUMD...........................................................................................................52 ADDENDUME...........................................................................................................40 ADDENDUMF...........................................................................................................54 ADDENDUMG...........................................................................................................74 ADDENDUMH...........................................................................................................75 Santa Ana System Purchase and Support Agreement Copyright © 2015.TriTech Software Systems Unpublished: Rights reserved under the copyright taws of the United States Page 3 of 104 SYSTEM PURCHASE AND SUPPORT AGREEMENT Client: Address: City, State, Zip: Phone, Fax: Contact Name: City of Santa Ana Santa Ana Police Department 60 Civic Center Plaza, M-96 Santa Ana, CA 92702 Phone 714.245.8756 Deputy Chief James Schnabl 1.0 INTRODUCTION 1.1 This Agreement, is made by and between TriTech Software Systems, referred to as "TriTech", with offices at 9477 Waples Street, Ste. 100, San Diego, California 92121, and the entity named above, referred to as "Client" (who together are referred to as the "Parties" herein), with reference to the following facts: 1.2 This Agreement is for the purchase and support of an integrated Computer System (the "System") consisting of a Computer -Aided Dispatch System (Inform CAD); Mobile Data System (Inform Mobile); Records Management System (Inform RMS); and Field -Based Reporting system (Inform FBR), including applicable Interfaces, software, equipment and services, and ongoing annual software support (the "Project") as more fully described in this Agreement and the Addenda hereto. 1.3 In consideration of the terms, promises, mutual covenants and conditions contained in this Agreement, Client and TriTech agree as follows: 2.1 The following documents are attached as Addenda to this Agreement and incorporated by reference as though set forth in full: (a) Addendum A-1 Statement of Work (b) Addendum A-2 Pricing and Payment Milestones (c) Addendum A-3 System Planning Document (d) Addendum B TriTech Master Three Party Source Code Escrow Agreement Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Right reserved under the copyright laws of the United States Page 4 of 104 (e) Addendum C (f) Addendum D (g) Addendum E (h) Addendum F 3.0 INTENTIONALLY DELETED 4.0 PRICES AND PAYMENT Subcontractor Warranty, Support and Maintenance Agreements, if applicable Subcontractor License Agreements, if applicable Software Support Terms TriTech.com Subscription Service License and Use Terms 4.1 Unless otherwise stated herein, all dollar amounts contained in this Agreement are in U.S. dollars. The total amount of this Agreement shall not exceed $3,514,438.39, unless otherwise mutually agreed to in a change order signed by both parties. The Contract Price for the purchased and/or licensed items hereunder is $2,128,032.16, as more completely specified in Addendum A-2. Client shall pay the Contract Price without deduction or offset on the terms specified in Addendum A-2, pursuant to invoices issued by TriTech which shall be due net forty- five (45) days from date of invoice. The fees for annual software support and maintenance for years 2 through 6 shall be $1,311,598.38 (includes annual Source Code Escrow enrollment and specified annual subscription fees) as specified in Addendum E Software Support Terms. Ongoing annual subscription fees for TriTech.com IQ shall be $74,807.85, for years 2 through 6 as specified in Addendum F TriTech.com Subscription Service License and Use Terms. 4.1.1 For each payment milestone identified in Addendum A-2, TriTech's Project Manager will provide the Client with a TCR for signature. The Client signed TCR will initiate TriTech's invoicing of the payment milestone. 4.1.2 The Contract Price for the Deliverables and Services defined in Addendum A-2 is based on a firm fixed price, subject to the following adjustments. In the event that Client in its sole discretion chooses to delay implementation of any Deliverable for more than six (6) months beyond the Go Live date set forth in the Project Schedule, and the then current pricing for such Deliverable(s) including applicable Services has increased since the date of execution of this Agreement, such then current pricing will apply. A change order for signature by both parties will be processed to adjust the Contract Price. 4.1.3 Fees for ongoing annual Software Support will be paid in accordance with Addendum E Software Support Terms. 4.1.4 The annual subscription fee for TriTech.com IQ will be paid in accordance with Addendum F TriTech.com Subscription Service License and Use Terms. 4.2 TriTech reserves the right not to deliver the purchased and/or licensed items, or any part thereof, until credit approval and/or lease approval (if applicable) has occurred. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 5 of 104 4.3 All amounts due and payable to TriTech hereunder shall, if not paid when due, bear a late charge equal to one and one-half percent (1-1/2%) per month, or the highest rate permitted by law, whichever is less, from forty-five (45) days after their due date until paid. The remittance address for payments only is: TriTech Software Systems P.O. Box 203223 Dallas, TX 75320-3223 4.3.1 In the event that Client is in arrears on payments due to TriTech of more than sixty (60) days from the due date, TriTech in its sole discretion may elect to stop work on the Project for non-payment until Client becomes current on payments due. In such event the Project Schedule will be adjusted accordingly, and TriTech shall not be considered to be in default for delays caused by Client's non-payment. 4.4 If Client desires to finance the Contract Price or any part thereof, it shall notify TriTech as soon as possible, but no later than the date of contract signing, and shall work diligently to secure said financing so as not to delay Delivery. TriTech shall be under no obligation to deliver any item hereunder until it receives a valid purchase order or firm letter of commitment from such financing company. Should Client finance the Contract Price, TriTech shall not be obligated to refund any deposit until the lease or loan has been funded and TriTech has been paid in full. For purposes of this Agreement, the term "finance" includes but is not limited to leasing. 4.5 If Client desires to purchase any of the items specified in this Agreement via a lease or other financing option, this Agreement shall be incorporated by reference in the lease agreement or financing agreement and the terms and conditions herein shall supersede such agreements or any purchase order, assignment agreement, or other contract of the lessor or lender. Notwithstanding a lease or other financing option, Client shall continue to be fully obligated under this Agreement. 5.0 SOFTWARE LICENSES 5.1 In consideration for, and subject to, the payment of the license fee(s) specified in Addendum A-2 of this Agreement, and the other promises, covenants and conditions herein, Client is granted the following licenses to the Software: 5.1.1 The TriTech Software: A nontransferable, nonexclusive, perpetual right and license to Use the TriTech Software and the Documentation for said Software for Client's own internal use for the applications described in the Statement of Work, at the Designated Location, in the quantity set forth in Addendum A-2, and on the Equipment set forth in Addendum A-2. Client may make additional copies of the TriTech Software as reasonably required for archival, or backup purposes, provided that such copies contain all copyright notices and other proprietary markings contained on the original, and are kept confidential in accordance with Section 11.0 herein. Additional TriTech Software licenses purchased after the Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 6 of 104 execution of this Agreement shall also be licensed in accordance with the provisions of this Section 5.0. 5.1.1.1 Each copy of the TriTech Software provided under this license that is not identified in Addendum A-2 of this Agreement as a Disaster Recovery license may be used on only one Primary Computer System at any one time. 5.1.1.2 Each copy of the TriTech Software provided under this license and identified in Addendum A-2 of this Agreement as a Disaster Recovery license may be used in a standby mode on only one Disaster Recovery System at any one time as a backup in the event of a failure, malfunction or other out of service condition of its Primary Computer System. In the event its Primary Computer System fails to operate, the Disaster Recovery System and the Designated Application Software identified as a Disaster Recovery license may be enabled to function in its place. When the Primary Computer System returns to its normal operational mode, the Disaster Recovery System and the Designated Application Software identified as a Disaster Recovery license must be returned to its standby mode. 5.1.1.3 Client shall be entitled to have a copy of the TriTech Software residing on the Primary Server(s), and the Archive or Reporting Server. 5.1.1.4 Notwithstanding anything to the contrary in this Section, the TriTech Software is designed to enable Client to develop original applications which interface with the TriTech Software. The development and use of such interfacing applications is specifically permitted under the licenses herein and shall not be deemed derivative works provided that they are not, in fact, derived from the TriTech Software or the ideas, methods of operation, processes, technology or know-how implemented therein. Other than the licenses granted herein, Client shall not acquire any right, title or interest in the TriTech Software by virtue of the interfacing of such applications, whether as joint owner, or otherwise. Likewise, TriTech shall not acquire any right, title or interest in such Client developed non -derived applications, whether as owner, joint owner or otherwise. 5.1.3 TriTech.com IQ Software: The licenses set forth in the TriTech.com IQ License & Use Agreement in Addendum F, if applicable, subject to the terms and conditions contained therein. 5.1.4 Subcontractor Software: The licenses set forth in the License Agreements included in this Agreement in Addendum E, if applicable. 5.1.5 System Software: The licenses set forth in the applicable vendor's license agreements that accompany such software. Third party products providing supplemental software code to the TriTech Software and not subject to separate licensing provisions shall be licensed in accordance with the provisions of this Section 5. 5.2 Each Workstation and Server that is configured to utilize the functionality of any Subsystem Software must have a full -user license under this Agreement. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 7 of 104 5.3 Title to all Software provided to Client under this Agreement remains with the Vendor of such Software. The applicable software Vendor retains all rights to its specific Subsystem Software and the associated Documentation not expressly granted in this Agreement. 5.4 Software (including without limitation Subsystem Software) may not be used to operate a service bureau or time-sharing service, outsourcing service, application service provider service or other services or businesses that provide computer -aided vehicle dispatching to third parties. Notwithstanding the above, Client shall be entitled to Use Subsystem Software at the applicable Designated Location for the purpose of the application(s) described in the Statement of Work for itself and other agencies/entities in the area within Orange County, California, provided that the Subsystem Software is installed and operated at only one physical location. The Software shall not be used for other than the application(s) described in the Statement of Work. 5.5 Client shall not Use, copy, rent, lease, sell, sublicense, create derivative works, or transfer the Software or any Subsystem Software or Documentation, or permit others to do said acts, except as provided in this Agreement or the applicable software license agreement. Any such unauthorized Use shall be void and may result in immediate and automatic termination of the applicable license, at the option of the applicable Vendor. In such event, Client shall not be entitled to a refund of the license fees paid hereunder. 5.6 The Software licenses granted in this Agreement or in connection with it are for Object Code only and do not include a license or any rights to Source Code except as otherwise provided under Section 14.0 (Source Code Escrow). Without limiting the generality of the foregoing, except as provided in Section 14.0, Client is specifically prohibited from accessing, copying, using, modifying, distributing or otherwise exercising any rights to such Source Code, even if such Source Code is loaded on the Equipment. The loading and/or using of Source Code to any Subsystem. Software by TriTech or its employees, agents or Subcontractors on the Equipment or any other computer system equipment at the Designated Location or any other location associated with Client shall not constitute a waiver of this provision, or any express or implied license or other permission to copy, use or exercise other rights to the Source Code. 5.7 Client may not export any Software or Documentation outside the United States without further prior written agreement of TriTech or the applicable Subcontractor. In the event of such agreed export, Client agrees to comply with the requirements of the United States Export Administration Act of 1979 and any amendments thereto, and with all relevant regulations of the Office of Export Administration, U.S. Department of Commerce. 5.8 These licenses are effective until surrendered or terminated hereunder or under the terms of the applicable software license agreements. 5.9 Client may surrender any software licenses provided in connection with this Agreement at any time by performing the actions described in paragraph 15.4 of this Agreement, or the applicable software license agreement. Such surrender shall not affect TriTech's right to receive and retain all accrued fees, charges and expenses earned hereunder. Santa Ana System Purchase and Support Agrcement Copyright O 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 8 of 104 5.10 Provided that the Client has maintained continuous software support and has fully paid the annual software support fees for the Client's licensed TriTech Software when due, and if within seven (7) years from the signature date of this Agreement, in the event TriTech notifies its client base that TriTech will no longer offer for sale or purchase the TriTech Software products licensed by Client, and further notifies its clients of successor TriTech Software products (e.g. software products based on new technical architecture, with substantially equivalent modules and functions as currently licensed by Client ("Successor Products"), TriTech agrees to: a. Make available to the Client the Successor Product(s) at no additional license fees. b. License such Successor Products to the Client in accordance with the Software License provisions in this Section 5. C. Client shall be responsible for payment of license fees for new modules or functions for the Successor Products that were not licensed as part of this Agreement. 5.10.1. TriTech agrees that it will not end support for any of the City's licensed TriTech Subsystems implemented under this Agreement for a period of thirty-six (36) months from the date of Final System Acceptance. 5.10.2 TriTech agrees that it will not charge Client fees for implementation services, hardware refresh, third party hardware or third party software licenses associated with implementation of Replacement Products implemented within thirty-six (36) months from the date of Final System Acceptance. 5.10.3 Fees for implementation services, hardware refresh, third party hardware or third party software licenses associated with implementation of Replacement Products implemented following thirty-six (36) months from the date of Final System Acceptance are not included and will be charged at TriTech's or the applicable third party vendor's then current rates. 5.10.4 Sections 5.10.2 and 5.10.3 do not apply to upgrades or Updates for the Client's Licensed TriTech Software that require City provided updates for third party software, or services for hardware refresh. 5.10.5 In the event that the Client notifies TriTech of the Client's intent not to move forward with implementation of the TriTech Replacement Product(s), support will continue to be provided for the Client's Licensed TriTech Software in accordance with Addendum E of this Agreement, until the end of support date stated in TriTech's notice to its client base. TriTech will provide no less than twelve (12) months' notice. 6.0 DELIVERY, INSTALLATION, TITLE AND RISK OF LOSS 6.1 TriTech will Deliver the items purchased and/or licensed hereunder and perform the services pursuant to the Statement of Work, subject to the provisions of the FORCE MAJEURE/EXCUSABLE DELAY section (22.0) of this Agreement, and further subject to Santa Ana System Purchase and Support Agreement Copyright © 20t5 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 9 of 104 delays caused by the actions or omissions of Client, including, but not limited to, delays in approval of the Specifications and/or Acceptance Test Procedures, training, system configuration, DOLF participation and/or Acceptance testing. Unless specifically identified as a TriTech task in the Statement of Work, Installation of Workstations into consoles, furniture or similar work area components at Client's Designated Location is the responsibility of Client. 6.1.1 TriTech resources are allocated for each project based upon the mutually agreed upon Project Schedule. Client requested changes to the Project Schedule, including but not limited to training dates, or the Go Live date, or additional on -site meetings requested by Client will require TriTech to reallocate resources to accommodate the schedule change. Such changes to the Project Schedule must be mutually agreed upon in writing, and may result in additional fees for reallocation of resources, including applicable travel expenses. 6.2 TriTech will provide the Client with training for the System as specified in the Statement of Work and according to the agreed upon Project Schedule. If the Client is not available for training at the scheduled time, a revised training schedule will be established based upon the mutual agreement of TriTech and the Client. Any delay in performance of this Agreement resulting from such changes to the training schedule shall be deemed to be an Excused Delay under Section 22.0 herein and shall not result in a breach of this Agreement by TriTech. 6.3 Implementation of Live Operations with any Subsystem shall not occur (except for operations necessary to conduct Acceptance Tests pursuant to the Acceptance Test Procedure referred to in Section 10.0) until completion of the applicable Acceptance Test Procedure and Acceptance of the Subsystem by Client. 6.4 Implementation of the Interfaces and Modifications will be based upon the mutually agreed upon Project Schedule. 6.5 Client shall perform the Client Required Actions described in the Statement of Work in a timely manner. 6.6 Title to all Software provided under this Agreement shall remain with the Vendor thereof. TriTech retains a security interest in the items acquired hereunder as more fully provided in the SECURITY INTEREST section of this Agreement. 6.7 Risk of loss of any Deliverable shall be borne by TriTech until Delivery of the Deliverable to Client. Thereafter, the risk of loss shall be borne by Client. 6.8 Client shall pay all freight charges associated with Delivery of the System (including initial delivery to TriTech (or, if applicable, Subcontractor) facilities and final Delivery to the applicable Designated Location). if such charges are included as a line item in the Contract Price (Addendum A-2), they shall be paid according to the payment terms in Addendum A-2. Otherwise, they shall be paid on receipt of TriTech's invoice for such charges. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 10 of 104 7.0 SITE PREPARATION 7.1 Client agrees to provide, at its own expense, those required facilities and equipment specified in Addendum A-3 (the System Planning Document), or in the applicable Documentation or otherwise specified by TriTech in writing, to meet the hardware/software configuration requirements and the requirements for proper electrical power quality and other computer facility resources. Client shall also provide and maintain during the term of this Agreement, a high speed data connection (as more fully defined in the System Planning Document), a separate data quality telephone modem line and a dedicated voice line (in each case as specified by TriTech) for maintenance and software support purposes in each physical area where a Server or interface equipment is located. Such facilities and equipment shall be in place and operational prior to Delivery of the items purchased and/or licensed under this Agreement. 7.2 TriTech shall assist Client in meeting its obligations under this section by providing the necessary guidelines and specifications for site preparation. 8.0 SECURITY INTEREST 8.1 TriTech retains and Client hereby grants to TriTech a purchase money security interest in the Software licenses, Equipment, and other items acquired hereunder and in all accessions to, replacement of, and proceeds from said items, as security for the payment of the Contract Price. As used in this paragraph, "proceeds" include whatever is receivable or received when proceeds or collateral is sold, collected, exchanged or otherwise disposed of, whether such disposition is voluntary or involuntary, and includes, without limitation, all rights to payment, including return premiums, with respect to any insurance related thereto. (Nothing herein shall be deemed to grant or constitute a right to Client to transfer any Software licensed hereunder to any third party.) Client shall, at TriTech's request, sign a financing statement and such other documents as TriTech reasonably requires to perfect its security interest. Such security interest shall be released upon full payment of the Contract Price. 8.2 Until full payment of the Contract Price is made, Client shall maintain the items purchased/licensed under this Agreement in good order and repair at Client's expense, except as otherwise provided under the warranty provisions of this Agreement or any applicable third party warranty, and shall use such items in a manner that will not subject them to waste or deterioration. 8.3 Client shall not, without the prior written consent of TriTech, sell, lease, encumber or otherwise dispose of the items purchased under this Agreement until TriTech's security interest hereunder has been released. (Nothing in the foregoing shall be deemed to grant or imply any license or other right to Client to sell, lend, rent, lease or otherwise transfer the TriTech Software or TriTech.com Software to a third party.) 8.4 Should Client (i) fail to pay any amount specified in this Agreement when it becomes due, (ii) fail to perform any provision of this Agreement to be performed by it, (iii) make an assignment for the benefit of creditors, (iv) suffer the appointment of a receiver for any Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 11 of 104 substantial part of its assets, (v) institute any proceedings for dissolution or full or partial liquidation, or (vi) commence proceedings in bankruptcy for liquidation or reorganization, Client shall be in default of this Agreement under Division 9 of the Uniform Commercial Code, and TriTech shall have the rights and remedies afforded a secured party by the chapter of "Default" of Division 9 of the Uniform Commercial Code then in effect, subject to paragraph 15.1 herein. In conjunction with the above -named chapter, but not by way of limitation, TriTech may: 8.4.1 Require Client to disassemble the Equipment, other hardware, and permanently remove the Software from Client's computers or other storage media or locations and make all such items available to TriTech at Client's premises or such other location as is mutually agreed by the parties. 8.4.2 Render said Software unusable. 8.4.3 Apply the proceeds received from the sale or other disposition of the equipment or software acquired hereunder, in addition to the items specified in Division 9 of the Uniform Commercial Code, against payment of reasonable attorneys' fees and legal expenses incurred by TriTech as a result of Client's default. 9.0 SERVICES 9.1 TriTech and/or its Subcontractors will provide those services specified in the Statement of Work, which is attached hereto and incorporated herein by reference. Any services desired by Client in addition to those specified in this Agreement or the Statement of Work will be subject to the availability and scheduling of TriTech (or Subcontractor) personnel and to TriTech's (or the Subcontractor's) then -current rates, plus expenses. Prior to performing any of the aforementioned additional services, TriTech will provide a written quotation detailing the associated price to be paid for such services. 9.2 The work to be performed shall include the furnishing of all labor, materials, Equipment, drawings, engineering and services specified in this Agreement or Statement of Work. (Nothing herein shall be construed as providing Source Code to any Software except as provided in Section 14.0 of this Agreement (Source Code Escrow). 9.3 TriTech shall appoint a competent TriTech Project Manager to act as its representative and single point of contact, and to monitor its employees and Subcontractors in the Delivery and Installation of the Subsystems provided under this Agreement. TriTech's Project Manager will coordinate and meet with the Client Project Manager as may be reasonably required to discuss any operational issues or the status of the Project. TriTech shall not change TriTech Project Managers without Client's prior written approval, which approval shall not be unreasonably withheld or delayed. In the event of unforeseen circumstances such as, but not limited to, termination, illness, or death, TriTech may appoint a replacement TriTech Project Manager of equivalent skill level, and shall notify Client with as much written notice as is reasonably possible. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 12 of 104 9.4 Travel costs incurred by TriTech in connection with services rendered under this Agreement shall be paid by Client, payable upon receipt of TriTech's invoice for such costs. Travel costs submitted for reimbursement will be reasonable, actual costs in accordance with TriTech's travel policy, a copy of which has been provided to the Client. 10.0 ACCEPTANCE 10.1 General. Testing of the System and Subsystems shall occur throughout the Project life cycle as further defined in the Statement of Work (SOW). Client shall not suspend testing when problems are experienced and restart Acceptance testing when the problems are corrected unless the problems prevent continuing with Acceptance testing. If Acceptance testing must be suspended pending corrective action, Client shall promptly advise TriTech by the fastest available means. 10.2 Once the Pre -Go Live tests are complete in accordance with the process set forth and defined in the SOW, the Parties will mutually agree that the Subsystems are ready for Go Live. Such agreement will be documented in the Go Live authorization letter. 10.3 Final Subsystem Acceptance — Inform CAD, Inform RMS, Inform FBR, and Inform Mobile Subsystems. Each group of related Subsystems (Inform CAD, Inform Mobile and related interfaces are grouped together, and Inform RMS, Inform FBR and related interfaces are grouped together) shall be assessed separately during the Reliability Acceptance Test period. In the event that these two groups of Subsystems do not Go Live concurrently, they shall go through the Reliability Acceptance Test at different times, in accordance with the criteria set forth by this Agreement. Upon Go Live of each Subsystem or group of related Subsystems, the Client shall utilize the Subsystem(s) for a thirty (30) day Reliability Acceptance Test period to verify system reliability in a live environment. If no Critical Priority or Urgent Priority Software Errors (as those terms are defined in the Agreement) are reported during such thirty (30) day period, the Subsystem(s) shall be deemed to have passed the Reliability Acceptance Test. In the event that a Critical Priority or Urgent 'Priority Software Error occurs during the Reliability Acceptance Test period, TriTech shall commence actions in accordance with the Software Support Agreement to correct the reported error. 10.3.1 In the event that a Critical Priority Software Error occurs between day one (1) and day thirty (30) of the Reliability Acceptance Test Period, the Reliability Acceptance Test Period will be stopped and restarted at day one (1) once the Software Error has been resolved in accordance with the Software Support Agreement. 10.3.2 In the event that an Urgent Priority Software Error occurs between day one (1) and day fifteen (15), the Reliability Acceptance Test Period will be stopped and restarted from day one (1) once the Software Error has been resolved in accordance with the Software Support Agreement. If the Software Error occurs between day sixteen (16) and day thirty (30), the Reliability Acceptance Test Period will be stopped and restarted from day sixteen (16) once the resolution has been provided in accordance with the Software Support Agreement. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 13 of 104 10.3.3 If the Subsystems do not pass after three (3) restarts or resumptions due to an unresolved Critical or Urgent Priority software error, the City and TriTech will develop a joint resolution plan. 10.4 Final System Acce tp ance. If all Subsystems Go Live together, Final System Acceptance shall occur at the conclusion of the thirty (30) day Reliability Acceptance Test Period defined above. Should the Subsystems be implemented in a two -phased approach with Inform CAD, Inform Mobile and related Interfaces in Phase I; and Inform RMS, Inform FBR and related Interfaces in Phase II, Final System Acceptance will be achieved at the conclusion of the thirty (30) day Subsystem Reliability Acceptance test period for Phase II (Inform RMS, Inform FBR, and related Interfaces) if there are no unresolved Critical Priority or Urgent Priority software errors, including transfer of data between Inform CAD and Inform Mobile, and Inform RMS and Inform FBR as defined in the Software Support Agreement. In the event of Critical or Urgent Priority software error, the steps in sections 10.3.1 through 10.3.2 will be followed. [WRWEDOy11101 IYEINY11'�1►1 317� LDIIJI7 '/7[li: IGy 11.1 The copyright to the Software and Documentation (including without limitation the Subsystem Software and Documentation) is owned by the Vendor thereof. Said software and documentation is licensed, not sold. Nothing in this Agreement shall be construed as conveying title in the Software or Documentation to Client. 11.2 Provided that Client's confidential business information and confidential data is marked with the legend "CONFIDENTIAL INFORMATION", "PROPRIETARY INFORMATION", or a substantially similar legend, or characterized verbally in such a manner by Client, TriTech agrees to maintain Client's confidential business information and confidential data, including patient identifying data, to which TriTech gains access in confidence and to not disclose such information except as required to perform hereunder or as required by law. Notwithstanding the above, the applicable Vendor shall own the copyrights, trade secrets, patent rights and other proprietary rights in and may use without restriction knowledge, information, ideas, methods, know-how, and copyrightable expression learned or acquired as a result of or in connection with this Agreement to make modifications and enhancements to Software or Documentation. Client shall acquire no intellectual property ownership rights to Software or Documentation as a result of such use, whether as author, joint author, or otherwise. 11.2.1 TriTech maintains a security program for managing access to client data — particularly HIPAA and CJIS information ("Security Approved Personnel"). This includes 1) a pre -employment background check; 2) security training required by Federal CJIS regulations; and 3) criminal background checks/fingerprints required by Federal or State regulations. TriTech will provide required documentation (such as the CJIS Security Addendum Certification form and VPN documents). The same security program shall be applied to any TriTech personnel who will access non-public areas at Client's facility. 11.2.1.1 If required by the Client, TriTech will provide paper fingerprint cards for such Security Approved personnel with the fingerprinting performed in the state of the TriTech staff's job assignment. If the Client requires fingerprints submitted in a form Santa Ana System Purchase and Support Agreement Copyright© 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright Laws of the United States Page 14 of 104 other than paper prints (such as Live Scan) or that such fingerprints be performed at the Client's site, the Client will reimburse TriTech for the cost of TriTech Security Approved Personnel traveling to the Client's site or for a vendor (such as Live Scan) to travel to the applicable TriTech office location. This provision will apply during the installation of the Project and for the duration of the Client's Software Support Agreement. 11.3 Client understands and agrees that the Software and Documentation (including without limitation Subsystem Software and Documentation) including, but not limited to, the Source Code, Object Code, the OSDs, IRDs and ATPs, the Statement of Work, the software design, structure and organization, software screens, the user interface and the engineering know-how implemented in the software (collectively "Vendor Proprietary Information") constitute the valuable properties and trade secrets of the Vendor thereof, embodying substantial creative efforts which are secret, confidential, and not generally known by the public, and which secure to the vendor a competitive advantage. 11.3.1 The material presented in TriTech's training courses represents the confidential and proprietary information of TriTech, not intended for public disclosure or disclosure to third parties, unless required by law. Clients may videotape training sessions provided on -site at the Client's facilities by TriTech staff for the Client's own internal use only; provided, however, that TriTech or TriTech staff may decline such videotaping in their sole discretion. In the case that the TriTech staff member declines to be videotaped, TriTech will make best commercial efforts to provide comparable training materials. The Client is responsible for managing access to and copying of any TriTech provided training materials or Client -made videotapes of TriTech training sessions. 11.4 Client agrees during the term of this license, and thereafter, to hold the Vendor Proprietary Information, including any copies thereof and any documentation related thereto, in strict confidence and to not permit any person or entity to obtain access to it except as required for Client's exercise of the license rights granted hereunder. 11.4.1 Without limiting the generality of the foregoing, except as provided in Section 14.0 (Source Code Escrow), in the event Source Code is loaded on the Equipment, or other computer system equipment at any Designated Location or any other location in connection with TriTech's performance under this Agreement, or for any other purpose, Client shall keep such Source Code strictly confidential and shall not, without the written authorization of TriTech (and, if applicable, the concerned Subcontractor), access, use, copy, modify, distribute, disclose or otherwise exercise or permit the exercise of any rights to such Source Code by any person, including but not limited to Client's employees, agents or contractors. This provision is intended by the parties to prohibit, among other things, Client access to Source Code by any person and for any reason unless expressly authorized by Section 14.0 (Source Code Escrow) herein. 11.5 Client shall not attempt or authorize others to attempt to learn the trade secrets, technology, ideas, processes, methods of operation, know-how and/or confidential information contained in the Software by duplication, decompilation, disassembly, other forms of reverse engineering, or other methods now known or later developed. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright taws of the United States Page 15 of 104 11.6 Client shall inform TriTech promptly in writing of any actual or suspected unauthorized Use, copying, or disclosure of the Vendor Proprietary Information. 11.7 Client acknowledges that the information contained in Addenda to this Agreement which is marked with the legend "PROPRIETARY DATA" is likewise Vendor Proprietary Information which may not be copied, disclosed, distributed or otherwise disseminated to third parties without the written authorization of TriTech or the concerned Subcontractor. Client shall comply with said legend in all respects and shall promptly inform TriTech of any unauthorized disclosure of such information. 11.8 If any Vendor Proprietary Information is subject to any Federal or State statutes(s) providing for public access or disclosure of public records, documents or other material, Client shall (i) provide to TriTech (and, if applicable the concerned Subcontractor) written notice of any request or other action by a third party under said statute(s) for release, access, or other disclosure thereof, and (ii) provide to TriTech (and, if applicable the concerned Subcontractor) a reasonable opportunity to respond to and/or oppose such action in the appropriate forum.. 11.9 The obligations specified under the CONFIDENTIALITY AND PROPRIETARY RIGHTS section of this Agreement shall survive the termination or rescission of this Agreement. 12.0 LIMITED WARRANTIES 12.1 The TriTech Software. TriTech warrants that, during the Warranty Period, the TriTech Software will perform in substantial conformity with the Specifications. If, during the Warranty Period, Client determines that a warranty defect exists in the TriTech Software, Client shall notify TriTech during Normal TriTech Customer Service Hours (7:30 a.m. to 7:30 p.m., CST, Monday through Friday, excluding TriTech holidays). TriTech shall, at its option, correct the defect, or replace the TriTech Software. 12.1.2 TriTech further warrants and represents that the TriTech Software does not contain any "back door", "time bomb", "Trojan horse", "worm", "drop dead device" or other program routine or hardware device inserted and intended by TriTech to provide a means of unauthorized access to, or a means of disabling or erasing any computer program or data, or otherwise disabling the TriTech Software. (Nothing herein shall be deemed to constitute a warranty against viruses. The provisions of paragraph 12.1.3.5, below, shall constitute the agreement of the parties with respect to viruses.) Client's sole remedy with respect to the foregoing warranty shall be to receive an Update to the TriTech Software that does not contain any of the above -described routines or devices. 12.1.3 If the TriTech Software is unable to function as warranted due to any one or more of the following factors, additional charges may be imposed by TriTech for actions necessary to correct or work -around such factors: 12.1.3.1 Modification of the TriTech Software, System Software or Equipment by Client or a third party. Santa Ana System Purchase and Support Agreement Copyright O 20t5 TriTech Software Systems Unpublished: Rights reserved tinder the copyright laws of the United States Page 16 of 104 12.1.3.2 Misuse or neglect, including without limitation failure to use the TriTech Software as described in the Documentation, or other instructions provided by TriTech. 12.1.3.3 Software not provided by TriTech, not specified as compatible in the Documentation, or Client not following the procedures for loading third party software on a Workstation or Server as set forth in paragraph 13.6 of this Agreement and further defined in the System Planning Document (Addendum A-3 hereto). 12.1.3.4 Equipment which does not meet the configuration requirements specified in the Documentation, by failure of Client to provide and maintain the site and facility requirements described in Section 7.0 herein, or the use of "clones" (generic "look -alike" equipment) as substitutes for the Equipment listed in Addendum A-2. 12.1.3.5 Computer viruses that have not been introduced into Client's system by TriTech. Client shall maintain up to date virus checking software and shall check all software received from TriTech or any other person or entity for viruses before introducing that software into any part of the System including, but not limited to, Workstations or Servers. If desired by Client, TriTech will provide Updates on media rather than direct downloading to facilitate this virus checking. If, despite such check, a virus is introduced by TriTech, TriTech will provide a virus -free copy of the TriTech Software, and will, at its expense, reload said software (but not Client's data) on Client's Equipment. Client shall be responsible for reloading its data and, to that end, shall practice reasonable back-up procedures for the System to mitigate the consequences of any virus. 12.1.3.6 Equipment or software provided by third parties with which the TriTech Software interfaces or operates (including but not limited to system software), including but not limited to problems caused by changes in such equipment or software. If such changes occur which require modifications or other actions with respect to the TriTech Software, such modifications or actions shall (unless identified in the Addendum A-2 as a line item in this Agreement) be subject to the mutual written agreement of the parties, including but not limited to, additional charges by TriTech at its then current rates for engineering and technical support. 12.1.3.7 After the Warranty Period, TriTech's obligations with respect to operation of the items purchased and/or licensed hereunder shall be as specified in the MAINTENANCE AND SOFTWARE SUPPORT section of this Agreement. 12.1.3.8 If mapping information is supplied with the TriTech Software, TriTech makes no representation or warranty as to the completeness or accuracy of the mapping data provided with the TriTech Software. The completeness or accuracy of such data is solely dependent on the information supplied by the Client or the mapping database vendor to TriTech. 12.2 Problems in the TriTech Software or transmission of data caused by wireless services are not warranted by TriTech, or covered under the terms of this Agreement. Client's Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 17 of 104 use of services provided by wireless service providers or carriers, and the security, privacy, or accuracy of any data provided via such services is at Client's sole risk. 12.3 Client is responsible for maintaining the required certifications for access to Client's state CJIS system(s), NCIC and/or other local state, federal and/or other applicable systems. 12.4 The TriTech.com IQ Software. Any warranties for TriTech.com IQ Software, and related services and documentation, are provided pursuant to Section IX in Addendum F. 12.5 Equipment, System Software and Subcontractor Hardware and Software, and any other items provided under this Agreement and not manufactured by TriTech (collectively "Third Party Items"). Third Party Items are warranted by the manufacturers or Vendors thereof, not by TriTech. TriTech shall pass through to Client any warranties on Third Party Items granted to it. If, during the warranty period for Third Party Items Client determines that they do not perform as warranted, Client shall contact TriTech using the procedures described in the Software Support Agreement. TriTech shall perform Help Desk functions by receiving calls and providing reasonable assistance to Client in determining the causes of the reported problem and in assisting Client in making claims under applicable third party warranties. Reasonable assistance consists of an evaluation of the reported problem in order to determine if the problem is being caused by a TriTech Software issue or an issue with a Third Party Item that needs to be addressed by the applicable Vendor. As part of the evaluation process, TriTech will share with the Client non-proprietary information related to the diagnosis such as error messages, database trace information and other information that led TriTech to diagnose the Third Party Item as the likely cause and which may aid the Client in seeking a resolution from the applicable manufacturer or Vendor. For issues involving Windows O/S software (Microsoft) that generally affects the operation of the TriTech Software and is not caused by a Client specific installation or configuration of the O/S, TriTech will work with Microsoft to coordinate the resolution. Notwithstanding the foregoing, TriTech warrants that, during the Warranty Period for the TriTech Software, the TriTech Software shall be compatible with the Third Party Items (i.e., shall communicate, share data and otherwise work together without additional software or hardware not provided under this Agreement) provided that all Subsystem components are used and maintained by Client as specified or instructed by TriTech, or the respective Vendors thereof, provided further that such items have not been changed since the Delivery thereof such that the TriTech Software is no longer compatible without modification. 12.6 TRITECH MAKES AND CLIENT RECEIVES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. f_Ccl�i�►�[`[►1L11 �►�]►[N���`T17.Y�] � IC9r/:�Df. ' ' f 13.1 The TriTech Software. Annual Software Support shall begin coincident with first Subsystem Acceptance for the applicable Subsystems and Interfaces as defined in Section 1.0.3, and end twelve (12) months thereafter, under the terms of the Software Support Agreement to be Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 18 of 104 entered into between the Client and TriTech coincident with this Agreement. On or before expiration of the then current support term, and at each annual anniversary thereof, TriTech shall provide to Client a Software Support Renewal Agreement for signature and payment of the then - current Software Support fees. TriTech reserves the right to change the terms and conditions for Software Support at the time of renewal by written notice to Client. The rendering by TriTech of Software Support for the coming year shall be subject to Client executing the Software Support Renewal Agreement and paying the applicable Software Support fee(s). 13.1.1 If Client fails to keep an annual Software Support Agreement for the TriTech Software in effect, any later resumption of annual Software Support services by TriTech shall be subject to payment by Client of all past unpaid annual Software Support fees in addition to the Software Support fee for the current support year. Client acknowledges and agrees that the preceding clause is reasonable in light of the fact that the expenses incurred and resources devoted by TriTech to further development, enhancement and support of the TriTech Software must be spread over TriTech's customer base and fairly shared by all TriTech Software users. 13.1.2 Notwithstanding anything to the contrary herein, Software Support for the TriTech Software shall be subject to and conditional on Client's implementation and use of a version of the TriTech Software that is the most current production version thereof made available to Client. If Client does not implement the most current production version when it is made available, TriTech shall only be obligated to provide Software Support for Client's version of the TriTech Software for a period of twelve (12) months thereafter. 13.1.3 Unless listed as a line item in Addendum A-2, TriTech Software Support shall not include design, engineering, programming, testing, implementation or other services rendered necessary by changes in Equipment, System Software or Subcontractor Hardware or Software ("Third Party Changes'). Any such services shall be subject to additional charges by TriTech and the mutual written agreement of the parties as to the terms and conditions under which such services are rendered. Absent such agreement, TriTech shall be under no obligation, express or implied, with respect to Third Party Changes or modifications to the TriTech Software resulting therefrom. 13.2 TriTech.com IQ Software: Maintenance and support for TriTech IQ Software licensed hereunder shall be subject to and provided in accordance with the Subscription Service License & Use Agreement in Addendum F. 13.3 System Software: Maintenance and support for System Software sold or licensed hereunder shall be subject to and provided in accordance with any maintenance agreements between Client and the supplier thereof, or other third party maintenance providers. If Client determines that an item of System Software provided under this Agreement does not perform as provided in the applicable specifications, Client may, provided that a current Software Support Agreement with TriTech is in force, contact TriTech using the procedures described in the Software Support Agreement. TriTech shall thereupon provide Help Desk services to Client with respect to the reported problem. For issues involving Windows O/S software (Microsoft) that generally affects the operation of the TriTech Software and is not caused by a Client specific installation or configuration of the O/S, TriTech will work with Microsoft to coordinate the Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 19 of 104 resolution. Notwithstanding the above, TriTech is not and shall not be a party to such third party maintenance agreements nor shall TriTech have any obligation or liability thereunder, other than as stated above. Client is responsible for maintaining licensing, including updates for System Software. 13.4 Subcontractor Hardware and Software. The initial twelve (12) month maintenance and support period for those Vendors identified in Addendum A-2 will be provided to Client by the respective vendors as Subcontractors to TriTech. Client shall contact TriTech in accordance with the procedures in the Software Support Agreement to report any errors or defects detected with respect to such items. TriTech shall assist Client in determining the nature of the problem, and will contact the appropriate Vendor for resolution. TriTech will follow-up with the Vendor, and maintain contact with both the Vendor and Client to coordinate problem resolution within a commercially reasonable time. Support and maintenance will be provided in accordance with the respective Vendor's support and maintenance agreements, attached hereto at Addendum C. At the conclusion of such initial annual maintenance and support period, annual maintenance and support shall be subject to and provided in accordance with any maintenance agreements between Client and the respective Vendors. TriTech shall not be a party to such maintenance and support agreements. Thereafter, provided that Client maintains in force an annual TriTech Software Support Agreement, Client may contact TriTech in accordance with the Software Support Agreement, and TriTech shall provide Help Desk services to Client with respect to the reported problem. 1.3.5 Equipment: Maintenance and support for all other Equipment sold hereunder is not included under this Agreement. However, since proper computer equipment maintenance is required for proper system operation, Client agrees to acquire and keep in force computer and peripheral equipment maintenance agreements for the equipment used to operate the TriTech Software or to provide such maintenance in-house with qualified personnel. If Client determines that an item of Equipment provided under this Agreement does not perform as provided in the applicable specifications, Client may, provided that a current Software Support Agreement with TriTech is in force, contact TriTech using the procedures described in the Software Support Agreement. TriTech shall thereupon provide Help Desk services to Client with respect to the reported problem. Notwithstanding the above, TriTech is not and shall not be a party to such third party maintenance agreements nor shall TriTech have any obligation or liability thereunder. 13.6 If, at any time after installation of the System, Client desires to load on a Workstation or Server any software not provided by TriTech, it shall, before loading such software, follow the procedures regarding third party software compatibility in the TriTech Documentation, and contact the TriTech Customer Service Department at the telephone numbers listed in the Software Support Agreement for assistance as required. Such action shall not constitute approval, express or implied, for the loading of specific software on a Workstation or Server, nor any express or implied warranty, representation or other obligation by TriTech with respect to such software, including but not limited to its suitability, operability or capability to meet Client's needs or expectations. Client agrees that if the loading of such third party software degrades the performance of the System, Client shall immediately uninstall such software. Client shall absolve, discharge and release TriTech from any obligations or liabilities related to operation or performance of the System, the TriTech Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 20 of 104 Software, Subcontractor Software, or any other item provided by TriTech under this Agreement, including but not limited to any liabilities for damages related thereto in connection with the installation of such third party software. 14.0 SOURCE CODE ESCROW 14.1 TriTech Software. Subject to payment of the applicable escrow fees by Client and Client's execution of the applicable escrow documents, TriTech shall, on or before the occurrence of Go Live for the TriTech Software (less Interfaces and Modifications), enroll Client as a Preferred Beneficiary of the applicable TriTech Source Code escrow account with Iron Mountain Intellectual Property Management (the "Escrow Agent"). A copy of TriTech's Master Preferred Escrow Agreement with Iron Mountain is attached at Addendum B. The location of the escrow shall be Iron Mountain's storage facilities in Norcross, GA. Client shall pay all escrow fees and expenses associated with the Escrow, including but not limited to first year fees (which are included as a line item in the Contract Price), renewal year fees, and fees for additional services, if any, selected by Client. Each month, TriTech shall deposit in Escrow updated Source Code containing (i) all Updates to the TriTech Software released during the preceding month and (ii) any TriTech Software Modification and/or Interfaces released for live operations during the preceding month. Source Code Escrow shall be kept in effect until (i) Client gives TriTech written notice of termination of the escrow, (ii) the escrow is canceled by the Escrow Agent due to non-payment of escrow charges by Client, or (iii) this Agreement is terminated. Source Code released under the terms of the Source Code Escrow Agreement shall be deemed part of the TriTech Software hereunder, subject to the terms and conditions of this Agreement, including but not limited to the license terms in Section 5.0, except as modified below. 14.1.2 Source Code shall be released to Client only upon the occurrence of and only during the duration of one of the following conditions: 14.1.2.1 TriTech's persistent and uncured failure to carry out or provide for the carrying out of material warranty obligations imposed upon it pursuant to this Agreement or any Software Support Agreement between the parties with respect to the TriTech Software, which failure persists for a period of 30 days after written notice from Client to TriTech asserting such failure and the intention to demand a release of Source Code from escrow; or 14.1.2.2 TriTech's failure to continue to do business in the ordinary course without providing an alternate source of warranty or Software Support by a ready, willing and able assignee; or 14.1.2.3 TriTech is subject to voluntary or involuntary bankruptcy proceedings under title 11 of the United States Code. 14.1.3 The escrowed Source Code and other material released to Client hereunder shall be subject to all of the terms and conditions of this Agreement, including without limitation the Confidentiality provisions herein, except as specifically modified in this paragraph. Without Santa Ana System Purchase and Support Agreement Copyright O 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page21 of104 limiting the generality of the foregoing, the Source Code shall, except for periods of actual use, be kept in a secure, locked container and/or a secure protected computer file with access limited only to those with a need to know for purposes of software maintenance. Any person or entity granted access shall be required to agree in writing to comply with this paragraph. TriTech shall, upon request, be provided with a copy of such agreement(s). 14.1.4 Provided that a release of Source Code is rightfully made hereunder, Client is granted a license to copy and Use the Source Code for the sole purpose of software maintenance. For purposes of these Source Code Escrow provisions, the term "software maintenance" means correction of software errors and preparation of software modifications and enhancements. If Client creates new and original computer code not derived from the TriTech Software or the ideas, processes, methods of operation, technology or know-how implemented therein, in the process of software maintenance, the intellectual property rights (including copyright, patent and trade secret) in and to that specific new and original code shall be owned by Client. However, if Client's enhancements or other modifications result in the creation of a derivative work from the TriTech Software, or a work based upon the ideas, processes, methods of operation, technology or know-how implemented therein, the intellectual property rights (including copyright, patent and trade secret) in and to such work shall be owned by TriTech and Client's rights to use such work shall be limited to those granted with respect to the TriTech Software in this Agreement. No rights to distribute Source Code or derivative works therefrom are granted hereunder. 14.2 TriTech.com IQ Software. Source Code Escrow is not available for TriTech.com IQ Software. 14.3 Subcontractor Source Code Escrow. If Client desires to enter into Source Code escrow agreements for the Subcontractor Software provided hereunder, such agreements shall be entered into directly between Client and the licensors thereof. TriTech shall not be a party to such Subcontractor Source Code escrow agreements. 15.0 DEFAULT AND TERMINATION 15.1 TriTech may terminate this Agreement and the TriTech Software licenses granted herein at any time if (i) Client fails to comply with any material term or condition of this Agreement unless (a) in the case of failure to pay monies due to TriTech, Client cures such failure within thirty (30) days after written notice of such failure by TriTech or (b) in other cases, Client cures such failure(s) within forty-five (45) days of such notice or in the case of failures not reasonably susceptible to cure within forty-five (45) days, Client commences action to cure such failure within such period and continues such action with due diligence until the failure is cured, or (ii) Client's normal business operations are disrupted or discontinued for more than thirty (30) days by reason of insolvency, bankruptcy, receivership or business termination. Such termination shall not affect TriTech's right to receive and retain the all accrued fees, charges and expenses earned hereunder up to the date of such termination. Santa Ana System Purchase and Support Agreement Copyright © 20t5 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 22 of 104 15.1.1 In the event of termination in accordance with paragraph 15.1 above, TriTech's subcontractors providing software licenses hereunder may also terminate such licenses granted to Client with respect to this Agreement. 15.2 Client may terminate this Agreement if (i) TriTech (or a Subcontractor) fails to comply with any material term or condition of this Agreement unless (a) TriTech (or the applicable Subcontractor) cures such failure within forty-five (45) days after written notice thereof from Client or (b) in the case of failures not reasonably susceptible to cure within forty- five (45) days, TriTech (or the applicable Subcontractor) commences action to cure such failure within such period and continues such action with due diligence until the failure is cured, or (ii) TriTech's normal business operations are disrupted or discontinued for more than thirty (30) days by reason of insolvency, bankruptcy, receivership or business termination and no successor or assignee is appointed who is ready, willing and able to assume and perform TriTech's executory obligations under this Agreement. 15.3 Termination Without Cause. In the event that Client desires to terminate this Agreement without cause, Client shall provide thirty (30) days prior written notice to TriTech. In such event TriTech shall be paid for all fees and expenses earned under this Agreement up to the date of such termination. Any resumption of the Project shall be subject to negotiation of a new Agreement. 15.4 Upon termination, Client shall permanently remove and destroy all copies of the Software from its computer system, media, or other locations, destroy all copies of the Documentation and associated materials and certify to TriTech in writing that Client has performed said actions and has not retained or permitted others to retain any such copies whether on a computer system or Server, hard copy or CD-ROM, magnetic or other media, backup or archival copies, or otherwise. Client shall perform these same procedures for removal and destruction of System Software and Subcontractor Software, and the associated Documentation, and so notify TriTech. 16.0 INDEMNIFICATION AND LIMITATION OF LIABILITY 16.1 TriTech shall indemnify, defend, save, and hold Client harmless from any and all claims, lawsuits or liability, including attorneys' fees and costs, allegedly arising out of, in connection with, or incident to any loss, damage or injury to persons or property or arising from a wrongful or negligent act, error or omission of TriTech, its employees, agents, contractors, or any subcontractor as a result of TriTech's or any subcontractor's performance pursuant to this Agreement; however, TriTech shall not be. required to indemnify Client for any claims or actions caused to the extent of the negligence or wrongful act of Client, its employees, agents, or contractors. Notwithstanding anything to the contrary in the foregoing, if a claim, lawsuit or liability results from or is contributed to by the actions or omissions of Client, or its employees, agents or contractors, TriTech's obligations under this provision shall be reduced to the extent of such actions or omissions based upon the principle of comparative fault. 16.2 Notwithstanding the foregoing, the total liability of TriTech for any claim or damage arising from or otherwise related to this Agreement, whether in contract, tort, by way of Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws or the United States ;Page 23 of 104 indemnification or under statute shall be limited to direct damages which shall not exceed (i) the Contract Price or (ii) in the case of bodily injury, personal injury or property damage for which defense and indemnity coverage is provided by TriTech's insurance carrier, the coverage limits of such insurance. 16.3 Except for actions for copyright, trade secret, or trademark infringement, no arbitration, action or proceeding arising out of any claimed breach of this Agreement or transaction may be brought by either party more than four (4) years after the cause of action has accrued. 16.4 Client shall indemnify and hold TriTech harmless from any and all claims, lawsuits or liability, including attorneys' fees and costs, allegedly arising out of, in connection with, or incident to any loss, damage or injury to persons or property or arising from a wrongful or negligent act, error or omission of Client's or, its employees, agents, contractors, or any subcontractor's as a result of the use or misuse of the TriTech Software; however, Client shall not be required to indemnify TriTech for any claims or actions caused to the extent of the negligence or wrongful act of TriTech, its employees, agents, or contractors. Notwithstanding anything to the contrary in the foregoing, if a claim, lawsuit or liability results from or is contributed to by the actions or omissions of TriTech, or its employees, agents, contractors, or subcontractors, Client's obligations under this provision shall be reduced to the extent of such actions or omissions based upon the principle of comparative fault. 16.5 IN NO EVENT SHALL EITHER PARTY OR ITS SUBCONTRACTORS OR SUPPLIERS BE LIABLE WHETHER IN CONTRACT OR IN TORT FOR LOST PROFITS, LOST SAVINGS, OR ANY OTHER CONSEQUENTIAL OR INCIDENTAL DAMAGES ARISING OUT OF, OR OTHERWISE RELATED TO THIS AGREEMENT, REGARDLESS OF WHETHER A PARTY HAS NOTICE OF THE POSSIBILITY OF ANY SUCH LOSS OR DAMAGE. 17.0 INSURANCE 17.1 Beginning at the start of TriTech's performance under this Agreement, and ending when TriTech is no longer providing to Client annual Software Support, TriTech shall maintain in force policies of insurance as follows: 17.1.1. Commercial General Liability Insurance. TriTech shall maintain commercial general liability insurance naming Client, its officers, employees, agents, volunteers and representatives as additional insured(s) and shall include, but not be limited to protection against claims arising from bodily and personal injury, including death resulting therefrom and damage to property, resulting from any act or occurrence arising out of TriTech's operations in the performance of this Agreement, including, without limitation, acts involving vehicles. The amounts of insurance shall be not less than the following: single limit coverage applying to bodily and personal injury, including death resulting therefrom, and property damage, in the total amount of $2,000,000 per occurrence, with $3,000,000 in the aggregate which can be reflected by way of umbrella coverage. Such insurance shall (a) name Client, its officers, employees, agents, volunteers and representatives as additional insured(s); (b) be primary and not Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 24 of 104 contributory with respect to insurance or self-insurance programs maintained by Client; and (c) contain standard separation of insured's provisions. 17.1.2. Business automobile liability insurance, or equivalent form, with a combined single limit of not less than $1,000,000 per occurrence. Such insurance shall include coverage for owned, hired and non -owned automobiles. 17.1.3. Worker's Compensation Insurance. In accordance with California state law, TriTech is required to be insured against liability for worker's compensation or to undertake self-insurance. Prior to commencing the performance of the work under this Agreement, TriTech agrees to obtain and maintain any employer's liability insurance with limits not less than $1,000,000 per accident. 17.2 Upon execution of this Agreement, TriTech shall cause Client to be added as an additional insured to the above -described General Liability and business automobile policies. 18.0 COPYRIGHT & TRADE SECRET INFRINGEMENT 18.1 TriTech will at its expense defend against any claim, action or proceeding by a third party ("Action" herein) for infringement by the TriTech Software of copyright or trade secrets, provided that Client immediately notifies TriTech in writing of such Action and cooperates fully with TriTech and its legal counsel in the defense thereof. TriTech may in its discretion (i) contest, (ii) settle, (iii) procure for Client the right to continue using the TriTech Software, or (iv) modify or replace the TriTech Software so that it no longer infringes (as long as the functionality and performance described in the Specifications substantially remains following such modification or replacement.) Client may participate in the defense of such Action at its own expense. If TriTech concludes in its sole judgment that none of the foregoing options are commercially reasonable, and Client's use of the TriTech Software is permanently enjoined as a result of a judgment of a court of competent jurisdiction in such Action, then TriTech will return to Client the TriTech Software license fee(s) paid by Client under this Agreement less a prorated portion of said fee(s) for Client's use of the TriTech Software (calculated by multiplying the ratio of the number of months of actual Use in Live Operations to thirty-six (36) months times the license fees paid) and the licenses granted in this Agreement shall terminate. In addition, in the event such Action results in a money judgment against Client which does not arise, wholly or in part, from the actions or omissions of Client, its officers, directors, employees, contractors, agents, or elected officials, or a third party, TriTech will, subject to Section 16.0 herein, indemnify Client therefrom. 18.2 Notwithstanding the above, TriTech shall have no duty under this section 18.0 with respect to, and Client shall hold TriTech harmless from and against any claim, action or proceeding arising from or related to infringements (i) by System Software, Subcontractor Hardware or Software, or Equipment, (ii) arising out of modifications to the TriTech Software and/or Documentation not made by or under the direction of TriTech, (iii) resulting from use of the TriTech Software to practice any method or process which does not occur wholly within the TriTech Software, or (iv) resulting from modifications to the TriTech Software or Documentation prepared pursuant to specifications or other material furnished by or on behalf of Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 25 of 104 Client. This section 18.0 states the entire obligation of TriTech regarding infringement of intellectual property rights, and it will survive the termination of this Agreement. 19.0 INTENTIONALLY DELETED 20.0 SALES, USE AND PROPERTY TAX 20.1 Unless exempt from such taxes, Client shall be solely responsible for payment or reimbursement to TriTech of all sales, use, value added or similar taxes imposed upon this Agreement by any level of government, whether due at the time of sale or asserted later as a result of audit of the financial records of either Client or TriTech. If exempt, Client shall provide to TriTech written evidence of such exemption. Client shall also pay any personal property taxes levied by government agencies based upon Client's use or possession of the items acquired or licensed in this Agreement. 21.0 SEVERABILITY 21.1 If any term, clause, sentence, paragraph, article, subsection, section, provision, condition or covenant of this Agreement is held to be invalid or unenforceable, for any reason, it shall not affect, impair, invalidate or nullify the remainder of this Agreement, but the effect thereof shall be confined to the term, clause, sentence, paragraph, article, subsection, section, provision, condition or covenant of this Agreement so adjudged to be invalid or unenforceable. 22.0 FORCE MAJEURE/EXCUSABLE DELAY 22.1 Neither party shall be responsible for failure to fulfill its obligations hereunder or liable for damages resulting from delay in Delivery or performance as a result of war, acts of terrorism, fire, strike, riot or insurrection, natural disaster, delay of carriers, governmental order or regulation, complete or partial shutdown of plant, unavailability of equipment or software from suppliers, default of a subcontractor or vendor (if such default arises out of causes beyond its reasonable control), the actions or omissions of the other party or its officers, directors, employees, agents, contractors or elected officials and/or other similar occurrences beyond the party's reasonable control ("Excusable Delay" herein). In the event of any such Excusable Delay, Delivery or performance shall be extended for a period of time as may be reasonably necessary to compensate for such delay. The party affected by an Excusable Delay hereunder, shall provide written notice to the other party of such delay as soon as reasonably possible. 23.0 CONSTRUCTION AND HEADINGS 23.1 The division of this Agreement into sections and the use of headings of sections and subsections are for convenient reference only and shall not be deemed to limit, construe, affect, modify, or alter the mewling of such sections or subsections. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 26 of 104 24.0 WAIVER 24.1 The failure or delay of any party to enforce at any time or any period of time any of the provisions of this Agreement shall not constitute a present or future waiver of such provisions nor the right of either party to enforce each and every provision. 24.2 No term or provision hereof shall be deemed waived and no breach excused unless such waiver or consent shall be in writing and signed by the party claimed to have waived or consented. Any consent by any party to, or waiver of, a breach by the other, whether expressed or implied, shall not constitute a consent to, waiver of or excuse for any other, different or subsequent breach. 25.0 ENTIRE AGREEMENT 25.1 This Agreement and its Addenda or Amendment(s) represent the entire agreement between the parties hereto and a final expression of their agreements with respect to the subject matter of this Agreement and supersedes all prior written agreements, oral agreements, representations, understandings or negotiations with respect to the matters covered by this Agreement. This Agreement may be modified or amended, by change order or otherwise, only by a written agreement duly executed by both parties. 26.0 APPLICABLE LAW 26.1 Except to the extent that this Agreement is governed by the laws of the United States, this Agreement shall be governed, interpreted and enforced in accordance with the laws of the State of California without regard to its conflict of laws provisions. 27.0 ASSIGNMENT 27.1 Neither this Agreement nor any rights or obligations hereunder shall be assigned or otherwise transferred by Client without the prior written consent of TriTech, which consent will not be unreasonably withheld. For purposes of this Agreement, it is agreed, but not by way of limitation, that TriTech's withholding of consent is not unreasonable if the proposed assignee is a person, company or other entity which competes with TriTech directly or indirectly, whether itself or through a parent, subsidiary, or entity which is owned or controlled by a competitor of TriTech. Further, TriTech may require the proposed assignee to execute and agree to be bound by this Agreement. TriTech may assign this Agreement to an entity ready, willing and able to perform TriTech's executory obligations hereunder, upon the express written assumption of the obligations hereunder by the assignee. 28.0 NOTICES 28.1 All notices required to be given under this Agreement shall be made in writing by (i) first-class mail, postage prepaid, certified, return receipt, (ii) by regularly scheduled overnight delivery, (iii) by facsimile or e-mail followed immediately by first-class mail, or (iv) by personal Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 27 of 104 delivery, to the address set forth herein, or such other address as provided in writing. Such notices shall be deemed given three (3) days after mailing a notice or one (1) day after overnight delivery thereof. To Client: City of Santa Ana Santa Ana Police Department 60 Civic Center Plaza — M-69 Santa Ana, CA 92702 Attn: James Schnabl, Deputy Chief Courtesy Copies to: City Attorney City of Santa Ana 20 Civic Center Plaza, M29 Santa Ana, CA 92702 29. ORDER OF PRECEDENCE To TriTech: TriTech Software Systems 9477 Waples Street, Suite 100 San Diego, CA 92121 Attn: Contracts Phone: 858.799.7000 Fax: 859.799.7011 City Clerk City Of Santa Ana 20 Civic Center Plaza, M30 Santa Ana, CA 92702 29.1 The following documents shall comprise the Agreement between the parties concerning the subject matter of this Agreement, and in the event of any dispute arising from or related to this Agreement, shall have the following order of precedence: A. Amendments to this Agreement B. This Agreement C. Statement of Work D. The applicable Client approved Specifications (Operational Scenario Documents; Functional Description Documents; Interface Configuration Documents) E. TriTech's response dated January 29, 2013 to the City's Request for Proposals #13-071. 30.0 GENERAL TERMS 30.1 This Agreement shall be binding on and shall inure to the benefit of the heirs, executors, administrators, successors and assigns of the parties hereto, but nothing in this paragraph shall be construed as a consent to any assignment of this Agreement by either party except as provided in the ASSIGNMENT section of this Agreement. 30.2 This Agreement shall not become a binding contract until signed by an authorized officer of each party, and it is effective as of the date so signed. 30.3 This Agreement may be executed in any number of identical counterparts, and each such counterpart shall be deemed a duplicate original thereof. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws or the United States Page 28 of 104 30.4 The provisions contained herein shall not be construed in favor of or against either party because that party or its counsel drafted this Agreement, but shall be construed as if all parties prepared this Agreement. 30.5 Whenever the singular number is used in this Agreement and when required by the context, the same shall include the plural, and the use of any gender, be it masculine, feminine or neuter, shall include all of the genders. 30.6 A facsimile of this Agreement, its exhibits and amendments, and notices and documents prepared under this Agreement, generated by a facsimile machine (as well as a photocopy thereof) shall be treated as an original. 30.7. This Agreement is made for the benefit of the Parties, and is not intended to benefit any third party or be enforceable by any third party. The rights of the parties to terminate, rescind, or agree to any amendment, waiver, variation or settlement under or relating to this Agreement are not subject to the consent of any third party. 30.8 EACH PARTY'S ACCEPTANCE HEREOF IS EXPRESSLY LIMITED TO THE TERMS OF THIS AGREEMENT AND NO DIFFERENT OR ADDITIONAL TERMS CONTAINED IN ANY PURCHASE ORDER, CONFIRMATION OR OTHER WRITING SHALL HAVE ANY FORCE OR EFFECT UNLESS EXPRESSLY AGREED TO IN WRITING BY THE PARTIES. CITY OF SANTA ANA Accepted By (Signature) David Cavazos Printed Name City Manager Title 0z-��-a 5 Date ATTEST: J MARIA HUIZAR Clerk of the Council TRITECH SOFTWARE SYSTEMS Accepted By (Signature) Blake Clark Printed Name Chief Financial Officer Title Date Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 29 of 104 APPROVED AS TO FORM: SONIA R. CARVALHO City Attorney By: CGil.ill. Laura A. Rossini Senior Assistant City Attorney RECOMMENDED FOR APPROVAL: Carlos Rojas Chief of Police Santa Ana System Purchase and Support Agreement Copyright© 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 30 of 104 ADDENDUM A PROPRIETARY INFORMATION' SUMMARY OF CONTENTS Addendum No. Description A-1 Statement of ) >f Work which are incol n� A-2 Number of Tr \L� Shipping Instru A-3 Interfaces v''C ti A-4 TriTech Service aneous A-5 Equipment A-6 System Software A-7 Subcontractor Software, Hardware and Services, if applicable A-8 Payment Terms A-9 Contract Price Summary A-10 System Planning Document 1 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright© 2015 TriTech Software Systems Unpublished: Rights reserved render the copyright laws of the United States Page 31 of 104 ADDENDUM A-1 PROPRIETARY INFORMATION' STATEMENT OF WORK (Attached) THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 32 of 104 TriTech Software Systems Statement of Work Santa Ana Police Department )))TRITECH SOFTWARE WARE SYSTENdS TriTech Software Systems 9477 Waples Street, Suite 100 San Diego, CA 92121 Fax 858.799.1010 Technical Services: 1.888.VISI.CAD (847.4223) © 2003-2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States. Some information in this document is proprietary and confidential and owned by TriTech Software SystemsTM, and are marked as such The confidential sections of this document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of TriTech Software Systems. Trademarks Microsoft, Windows, Microsoft Access, Microsoft Excel, Microsoft Exchange, and Microsoft Word are either registered trademarks or trademarks of Microsoft Corporation in the United States and other countries. Inform CAD, Inform Mobile, Inform CAD Browser, Inform RMS, TriTech.com IQ, TriTech.com Analytics, Inform FBR, and Inform CAD GISLink are trademarks of TriTech Software Systems. ArcGIS, ArcMap and ArcCatalog are registered trademarks of Environmental Systems Research Institute (ESRI) in the United States and other countries. Document Control Date _ _ Version_ Details/Changes Author 6.30.15 1.0 Initial Version Cindy Belcher 8.30.15 2.0 SAPD Review Santa Ana PD 9.16.15 3.0 SAPD/TriTech ;Review Santa Ana PD 10.16.15 4.0 Final Version— SAPD/TriTech Review TriTech 10.19.15 5.0 Add CrossRoads Crash Importer Interface TriTech 10.22.15 6.0 Removed MNI Data Conversion from RMS Section TriTech 10.23.15 7.0 Update formatting, Crash Importer Interface, and add description of CopLogic Interface TriTecb. Table of Contents DocumentControl.................................................................................................................... ii Tableof Contents.....................................................................................................................iv 1 Overview............................................................................................................................. 1 1.1 Statement of Work.........................................................................................................................................1 1.2 Project Implementation Definitions...............................................................................................................1 1.3 General TriTech Responsibilities..................................................................................................................1 1.4 General Client Responsibilities......................................................................................................................2 1.5 Project Exclusions.........................................................................................................................................3 2 Project Deliverables........................................................................................................... 4 2.1 Overview of Project Deliverables..................................................................................................................4 2.1.1 Standard TriTech Software Deliverables...............................................................................................4 2.1.2 Contracted Modifications to Standard TriTech Software Products.......................................................4 2.1.3 Contracted Custom Interface Software..................................................................................................5 3 TriTech Project Roles and Responsibility........................................................................ 5 3.1 Overview.......................................................................................................................................................5 3.2 TriTech Project Manager...............................................................................................................................5 3.3 Systems Engineer...........................................................................................................................................6 3.4 Inform CAD Business Analyst......................................................................................................................6 3.5 Inform Mobile Business Analyst...................................................................................................................6 3.6 GIS Analyst...................................................................................................................................................7 3.7 Inform RMS/Inform FBR Business Analyst..................................................................................................7 3.8 Training Specialist.........................................................................................................................................7 3.9 Client Installation Services Team..................................................................................................................7 3.10 Technical Services Group..............................................................................................................................7 3.11 Account Executive.........................................................................................................................................8 4 Recommended Client Roles and Responsibilities........................................................... 9 4.1 Overview.......................................................................................................................................................9 4.2 Client Project Manager..................................................................................................................................9 4.3 Client System Administrator.......................................................................................................................10 4.4 Client Inform CAD Administrator...............................................................................................................10 4.5 Client Inform Mobile Administrator............................................................................................................10 4.6 Client Inform RMS Administrator...............................................................................................................11 4.7 Client Inform FBR Administrator................................................................................................................11 4.8 Client GIS Analyst.......................................................................................................................................11 4.9 Client Users/Supervisors..............................................................................................................................12 4.10 Subj cot Matter Experts.................................................................................................................................12 4.11 Application Trainers....................................................................................................................................12 5 Project Controlling Processes.........................................................................................13 5.1 Overview.....................................................................................................................................................13 5.2 Task Completion Reports............................................................................................................................13 5.2.1 TriTech Responsibilities......................................................................................................................14 5.2.2 Client Responsibilities.........................................................................................................................14 5.3 Change Management Process......................................................................................................................15 5.3.1 TriTech Responsibilities......................................................................................................................15 5.3.2 Client Responsibilities.........................................................................................................................15 5.4 Project Reporting.........................................................................................................................................16 5.4.1 TriTech Responsibilities......................................................................................................................16 5.4.2 Client Responsibilities.........................................................................................................................16 5.5 Document Review.......................................................................................................................................17 5.5.1 Documents Subject to Client Approval...............................................................................................17 5.5.2 Documents Subject to Client Review not Requiring Approval...........................................................17 5.5.3 TriTech Responsibilities ......................................................................................................................17 5.5.4 Client Responsibilities.........................................................................................................................17 Project Initiation and Planning.........................................................................................18 6.1 Overview.....................................................................................................................................................18 6.1.1 TriTech Responsibilities ......................................................................................................................18 6.1.2 Client Responsibilities.........................................................................................................................18 6.2 Project Kick Off...........................................................................................................................................19 6.2.1 TriTech Responsibilities ......................................................................................................................19 6.2.2 Client Responsibilities.........................................................................................................................19 6.2.3 Completion Criteria.............................................................................................................................19 ProjectExecution..............................................................................................................20 7.1 Overview.....................................................................................................................................................20 7.2 System Installation (Inform CAD, Inform Mobile, Inform RMS, Inform FBR and Interfaces) ..................20 7.2.1 Review Hardware Specifications.........................................................................................................20 CompletionCriteria.............................................................................................................................................21 7.2.2 Hardware Acquisition..........................................................................................................................21 7.2.3 Hardware Configuration......................................................................................................................21 7.2.4 TriTech Responsibilities ......................................................................................................................21 CompletionCriteria.............................................................................................................................................22 7.2.5 TriTech Software Installation..............................................................................................................22 CompletionCriteria.............................................................................................................................................24 7.3 Implementation of Inform CAD..................................................................................................................24 7.3.1 Inform CAD System Orientation.........................................................................................................24 CompletionCriteria.............................................................................................................................................26 7.3.2 Inform CAD Base System Code File Entry .........................................................................................26 CompletionCriteria.............................................................................................................................................27 7.3.3 Geographical Information Services.....................................................................................................27 CompletionCriteria.............................................................................................................................................28 7.3.4 inform Mobile Map Data Import .........................................................................................................28 CompletionCriteria.............................................................................................................................................29 7.3.5 Inform CAD Demonstration of Licensed Functionality (DOLE) ........................................................29 CompletionCriteria.............................................................................................................................................31 7.3.6 Inform CAD Functional Acceptance Testing (FAT)...........................................................................31 CompletionCriteria.............................................................................................................................................32 7.3.7 Inform CAD Legacy Data Conversion................................................................................................33 CompletionCriteria.............................................................................................................................................34 7.3.8 Inform CAD Training..........................................................................................................................34 7.4 Implementation of Inform Mobile...............................................................................................................37 7.4.1 Inform Mobile System Orientation......................................................................................................37 CompletionCriteria.............................................................................................................................................38 7.4.2 Inform Mobile Configuration..............................................................................................................38 7.4.3 Inform Mobile Functional Acceptance Testing (FAT)........................................................................38 7.4.4 Inform Mobile Training.......................................................................................................................39 7.5 Integration Testing of Inform CAD, Mobile and Interfaces........................................................................40 7.6 Implementation of Inform RMS..................................................................................................................40 7.6.1 Inform RMS System Orientation.........................................................................................................40 CompletionCriteria.............................................................................................................................................42 7.6.2 Inform RMS Base System Code FileEntry.........................................................................................42 7.6.3 Inform RMS Demonstration of Licensed Functionality (DOLF)........................................................43 CompletionCriteria.............................................................................................................................................44 7.6.4 Inform RMS Workshop(s)...................................................................................................................44 7.6.5 Inform RMS Functional Acceptance Testing (FAT)...........................................................................45 CompletionCriteria.............................................................................................................................................45 7.6.6 Inform RMS Data Conversion.............................................................................................................46 CompletionCriteria: ............................................................................................................................................ 48 7.6.7 Inform RMS Training..........................................................................................................................48 7.7 Implementation of Inform FBR...................................................................................................................50 7.7.1 Inform FBR System Orientation..........................................................................................................50 7.7.2 Infonn FBR Administration Training..................................................................................................51 7.7.3 Inform FBR System Configuration......................................................................................................52 7.7.4 Inform FBR Workshop........................................................................................................................52 7.7.5 Inform FBR Functional Acceptance Testing (FAT)............................................................................53 CompletionCriteria.............................................................................................................................................54 7.7.6 Infonn FBR Training...........................................................................................................................54 7.8 Inform RMS and Inform FBR Integration Testing......................................................................................55 7.8.1 TriTech Responsibilities......................................................................................................................56 7.8.2 Client Responsibilities.........................................................................................................................56 7.9 Implementation of TriTech.com IQ and Analytics......................................................................................56 7.9.1 Historical Data Import and Synchronization........................................................................................56 7.9.2 TriTech.com IQ and Analytics Administration Training (Remote).....................................................57 7.9.3 TriTech.com IQ Core End User Training (Remote)............................................................................57 7.9.4 TriTech.com IQ Analytics End User Dashboard Training (Remote)..................................................58 7.9.5 TriTech.com Analytics End User Report Training (Remote)..............................................................59 7.10 Implementation of System Interfaces..........................................................................................................60 7.10.1 Inform Standard Interfaces' Requirement Gathering and Configuration.............................................60 7.10.2 Custom Interfaces' Requirement Gathering and Configuration..........................................................61 7.10.3 Interface Functional Acceptance Testing (FAT)..................................................................................63 7.10.4 Mock Go Live......................................................................................................................................64 7.10.5 TriTech Responsibilities: ..................................................................................................................... 64 7.10.6 Client Responsibilities: ........................................................................................................................ 65 CompletionCriteria: ............................................................................................................................................ 65 7.11 System and Subsystem Go Live..................................................................................................................65 7.11.1 Inform CAD, Mobile, and Infonn CAD Interfaces Go Live...............................................................65 CompletionCriteria.............................................................................................................................................66 7.11.2 Inform RMS and Inform FBR and Interfaces Go Live........................................................................66 8 Project Closure..................................................................................................................68 8.1 System Transition........................................................................................................................................68 9 Appendix A -Required Inform CAD DOLF Code File build............................................69 10 Appendix B - Contracted Modifications to Standard TriTech Software Products ........75 11 Appendix C -Standard TriTech Interfaces ......................................................................76 CADNCIC State Message Server...........................................................................................................................77 12 Appendix D - Custom TriTech Interfaces........................................................................78 13 Appendix F - ACCEPTANCE TEST PLAN........................................................................80 13.1 System Acceptance Process.........................................................................................................................80 13.1.1 Functional Acceptance Testing............................................................................................................80 13.1.2 Integration Testing...............................................................................................................................80 13.1.3 Pre -Go Live Performance Testing Under Load...................................................................................81 13.1.4 Reliability Acceptance Testing, Subsystem and System Acceptance..................................................87 14 Appendix G — Functional description documents..........................................................88 vi VII 1 OVERVIEW 1.1 Statement of Work In accordance with the terms and conditions of the System Purchase Agreement (Agreement) between TriTech Software Systems (TriTech) and the Santa Ana Police Department (Client), this Statement of Work (SOW) defines the primary activities and responsibilities for the implementation of the integrated solution. It documents project implementation requirements, identifies each major task within the implementation process, sets expectations for each party and identifies the criteria by which each task will be considered complete. The SOW herein is tailored to accommodate the Client's specific requirements. The number and type of software licenses, products, or services provided by TriTech or its Subcontractors are specifically listed in the Purchase Agreement and any reference within this document as well as Subcontractors' SOWS (if applicable) does not imply or convey a software, license, or services that are not explicitly listed in the Purchase Agreement. 1.2 Project Implementation Definitions Unless otherwise defined herein, capitalized terms within this document have the meanings described in Addendum H of the Purchase Agreement and where applicable Software Support Agreement. In some cases, the framework of Deliverables documented by this SOW for this Project is further defined through additional documents such as: Operational Scenario Documents (OSD); Interface Requirements Documents (IRD); User and Administrator Documentation and Training Materials. The following terms are used in this document. Since these terms may be used differently in other Agreement files, these definitions are provided for clarity: Project Management Plan: Collectively the Communications Management Plan; Risk Management Plan; and Change Management Plan that provide the criteria for managing those tasks within the Proj ect. Initial Project Schedule: The initial schedule located in Addendum G provides start and end dates for the overall project as well as preliminary tasks. 1.3 General TriTech Responsibilities In addition to the TriTech responsibilities stated elsewhere in this SOW, TriTech is responsible for: 1) Maintaining project communication with the Client's Project Manager. 2) Managing the efforts of the TriTech staff and coordinating TriTech's activities with the Client's Project Manager. 3) Conducting monthly onsite status meetings with the Client's Project Manager (which may be waived by the Client's Project Manager, at his/her discretion). 4) Conducting weekly project review meetings with the Client's Project Manager via telephone conference calls (i.e., Monday morning). 5) 'Responding to issues raised by the Client's Project Manager within ten (10) business days. Issues requiring additional time will include an estimated completion date in the response. 6) Preparing and submitting monthly status reports, which include: the accomplishments of the previous period, planned activities, and an updated project schedule in Microsoft Project . 7) Preparing and submitting project change orders to the Client's Project Manager as necessary. 8) Ensuring TriTech personnel have sufficient time (per the project schedule), resources, and expertise to carry out their respective tasks and responsibilities. 1.4 General Client Responsibilities In addition to the Client responsibilities stated elsewhere in this SOW, the Client is responsible for: 1) Electrical facilities (e.g., outlets, generator and other electrical infrastructure facilities) required for this project, including necessary maintenance. 2) Cabling (e.g., power, network, interface and other electrical and data transmission lines) required for this project, including necessary maintenance. 3) Network/communications connections (e.g., LAN/WAN, commercial wireless, telephone, VPN, and other voice/data connections) in accordance with System Planning Document, or ongoing network/communications charges associated with installation, operation or support of the proposed system including the establishment and maintenance of security accounts. 4) Configuration and/or programming of network routers, switches and bridges — this includes providing information to TriTech staff on any firewalls within the overall network that the system will operate and necessary port access for the system to operate. 5) The installation, configuration, and post -installation maintenance (including patch management and upgrades) of Microsoft software required by the System. 6) The initial infrastructure staging and preparation including: installation of servers into racks, provisioning of virtual machines, and the connection of such servers to network switches. 7) The assignment of machine names and IP addresses for servers to be utilized by the System. This includes joining the servers to the network and the assignment of security accounts as specified by TriTech documentation. 9) Any hardware and third party software or services necessary for implementing the System that is not listed in the Purchase Agreement as a TriTech Deliverable (not listed as a line item in the Price and Payment section of the Purchase Agreement). This includes workstations, server hardware, network equipment, telephone or TDD equipment, performance test software, Microsoft licenses, Disaster Recovery Software, and services required to extract legacy data and convert into acceptable data formats. 8) Third Party Systems that the Client operates and which will be interfaced with as a part of this project. The Client is responsible for maintaining and supporting these systems in good working order. The Client is responsible for providing Application Programming Interface (API) documentation to these systems within thirty (30) days of a written request from TriTech. 9) Consoles, furniture or fixtures as well as any modifications to install equipment used for Systems or Subsystems specified by the Agreement (into existing consoles, furniture, vehicles or existing facilities). 10) Ensuring that Client personnel have sufficient time (per the project schedule), resources, and expertise to carry out their respective tasks and responsibilities and have a consistent representation in the Project activities. 11) Reviewing and (upon agreeing to the content) approving any Functional Acceptance Tests (FAT) documents, OSDs, IRDs, Task Completion Reports (TCR) and/or other project documentation within the timelines defined in the Agreement. 12) Providing a facility with the required computer and audio-visual equipment for training. Overview 13) Completion of acceptance testing for the TriTech solution, per Appendix F of the SOW. 10) The Client is responsible for providing remote connectivity to TriTech's security -authorized personnel for the purpose of installation, configuration, testing, and troubleshooting of TriTech's applications at the Client site. TriTech's approved remote connectivity methods are described in the System Planning Document. 14) Providing remote access to server and network equipment on a 240 basis, with pre -authorization for off -hours (subject to background provisions in the Agreement). 15) Connecting and configuring any third party hardware not purchased in the Agreement. 1.5 Project Exclusions 1) Work, software, services, hardware, Systems, Subsystems, product/software modifications, or any other deliverables not explicitly stated in the Agreement will not be included in the Project. 2) Any modification to TriTech's standard products or customizations to such products that are not explicitly identified in the Agreement (excluding those identified in TriTech's response to the City's RFP) are excluded from the scope of this Project. 3) Changes in scope will only be executed through a mutually agreed upon change order process, as defined in the Agreement. 4) TriTech is not responsible for the deficiencies in a Client's internal or contracted network to support some of the extended features of Inform Mobile and Inform Field Based Reporting products due to bandwidth or limitations in wireless coverage. 5) TriTech is not responsible for the removal of the old (legacy) equipment, hardware, furniture, consoles, cabling, as part of the Project implementation unless specifically stated in the Agreement. 2 PROJECT DELIVERABLES 2.1 Overview of Project Deliverables This Project will provide a combination of TriTech software, third party products, and services that comprise the System for use by the Client. The individual Subsystems to be provided comprise the overall System. The Agreement specifies the software licenses included in this Project by the quantity and environment in which licensed, including the following: 1) Inform CAD 2) Inform Mobile 3) Inform RMS 4) Inform FBR (WebRMS) 5) TriTech.com IQ Search subscription 6) TriTech.com Analytics subscription 7) Inform CAD Browser 8) System Interfaces as listed in the Appendices to this SOW The only reference for the number and type of software licenses is the Agreement. Any reference within this document to services associated with a specific software product does not imply or convey a software license for products that are not listed in the Agreement. 2.1.1 Standard TriTech Software Deliverables The functionality provided by Standard TriTech Software Products, including Interfaces (the core TriTech Software and Interfaces without any Modifications) is defined by TriTech Standard Documentation (User and Administration Guides for Inform CAD, Inform Mobile, Inform CAD Browser, Inform RMS, TriTech.com IQ, TriTech.com Analytics, and other Standard Software products. Standard Interface Requirement Documents (IRD) define the functionality of the Standard Interfaces. These documents are standard, published TriTech documents, and are not specific to a Client. 2.1.2 Contracted Modifications to Standard TriTech Software Products Modifications to the functionality of Standard TriTech Software within the System, or Subsystems, shall follow the Change Management Process as described in Section 5.3, Change Management Process. The scope of the Modification will be described in an OSD. Release of all Modifications to TriTech's Standard Interfaces will follow Subsystem release cycles (i.e., Inform CAD, Inform RMS, and the like) which occur during the implementation period. Modifications to Standard TriTech Software that are to be delivered through this ,Project are listed in the Agreement. The functional scope of any modification procured through the Agreement will be summarized in Appendix B - Contracted Modifications to Standard TriTech Software Products for Inform CAD, Inform Mobile, Inform RMS, Inform FBR and other major TriTech Subsystems; and under Appendix C - Standard TriTech Interfaces, for modifications to Standard Interfaces. Any and all modifications or enhancements that are not explicitly listed in the Agreement are not within the scope of this Project. In the event of an inconsistency between this SOW and the TriTech response to the Client's RFP regarding modifications provided under the Agreement; the TriTech response to the Client's RFP will take precedence. TriTech Project Roles and Responsibility Any changes in the requirements documented in the OSDs, post approval, are subject to formal Change Order. Note: Modifications to any of Standard TriTech Software will only be released with a subsequent major version of the applicable subsystem (i.e. Inform CAD, Inform Mobile, Inform RMS, Inform FBR and the like) based upon the relevance and dependency to these', products (any modifications in the Agreement, including those proposed by TriTech in response to the Client's RFP shall occur within the project implementation timeframe, unless otherwise agreed upon by the parties in writing.). a 2.1.3 Contracted Custom Interface Software r patch is a n or its Custom Interfaces to be created by TriTech are identified in the Agreement. A high level description of the intended functionality and scope is attached as part of Appendix D - Custom TriTech Interfaces to this SOW. The high level description of custom Interfaces procured through the Agreement will be initially defined by an FDD. The detailed functionality of these interfaces will be further defined later in an OSD, which will be developed and delivered to the Client during the project. Changes in client -approved OSDs are subject to formal Change Orders. 3 TRITECH PROJECT ROLES AND RESPONSIBILITY 3.1 Overview TriTech will appoint a team of specialized personnel that will implement the Project under the direction of TriTech's Project Manager. The team will be multi -disciplinary and the team members may specialize in different products or Subsystems. Team members may be engaged in different phases of the Project as necessary and in some cases are involved in the Project for a limited timeframe. Any personnel changes by TriTech must be approved in advance by the Client. Such agreement will not be unreasonably withheld. The descriptions of personnel roles noted below provide an overview of typical Project team members. Other personnel may be involved under the direction of the TriTech Project Manager in order to complete the requirements of the Project. 3.2 TriTech Project Manager TriTech has appointed a TriTech Project Manager as the principal TriTech contact who will be responsible for managing TriTech's responsibilities related to the implementation of the Project, as described in this SOW and within the scope of the .Purchase Agreement. The Project Manager is also responsible for managing TriTech's subcontractors. Each of TriTech's Subcontractors may appoint a Project Manager to manage their portion of the Project Deliverables and activities. However, the TriTech Project Manager will have the overall responsibility for coordinating all activities and supervising the progress of each Subcontractor. The TriTech Project Manager will manage all communications between the Client and each of TriTech's Subcontractors. TriTech's Project Manager is responsible for Project scheduling and management of TriTech Project personnel and subcontractor/supplier resources. The Project Manager utilizes a standardized methodology for project implementation, project management, and risk identification and management. TriTech's Project Manager is responsible for Project scheduling and management of TriTech Project personnel and applicable Subcontractor/supplier resources, budget management, identification and management of Project risks, and communication with the Client's Project team. The TriTech Project Manager will be responsible for the collaborative coordination of Client resources in an effort to ensure that avoidable Project delays will be minimized. The Project Manager is involved in the Project beginning with the SOW development and continuing through post Go Live Project closure activities. The Project Manager will be an active participant in many of the milestone events through the course of the Project including System Orientation, DOLF, and Go Live. The Project Manager will organize a weekly Project status call with the Client and necessary Project team members. Additionally, the Project Manager will provide the Client with a written Project status report on a monthly basis, as further defined in this SOW. 3.3 Systems Engineer The Systems Engineer is responsible for two primary functions, within the scope of the Project: 1) configuration of Standard TriTech Interfaces (including configuration documentation); and 2) development of software requirements documentation for Custom Interfaces. The Systems Engineer will additionally participate in testing of each of these Subsystems. In some cases, Development Engineers may perform the role of the Systems Engineer for specialized interfaces, particularly for Inform RMS interfaces (the Client will be notified of such substitutions in advance). 3.4 Inform CAD Business Analyst The Inform CAD Business Analyst is responsible for the configuration of the CAD based on the Client's system requirements, business rules, configuration data, demonstration of functionality, acceptance testing, and technical support throughout the Project. The Business Analyst will provide consultation services to the Client with regard to the configuration and operation of CAD. The Inform CAD Business Analyst is also responsible for conducting the CAD System Orientation, Demonstration of Licensed Functionality (DOLF), performing TriTech's role in FAT and providing consulting support throughout the Project. After the completion of the DOLF session, ownership for continued Code File configuration and maintenance transfers to the Client. At this stage, the Business Analyst will serve as a consultant for the Client's further configuration of the Client's CAD system until the Client's System is in live operation. These activities are described in later sections of this SOW. The Business Analyst will be an active participant in many of the milestone events through the course of the Project and will participate in Project status calls, as needed. 3.5 Inform Mobile Business Analyst The Inform Mobile Business Analyst is responsible for the configuration of the Inform Mobile based on the Client's system requirements and the dispatch and field users' operations. The Inform Mobile Business Analyst will provide consultation services to the Client with regard to the configuration and operation of Inform Mobile. The Inform Mobile Business Analyst is also responsible for conducting the Inform Mobile System Orientation, performing TriTech's role during FAT, delivery of Train the Trainer and Inform Mobile Administration Class, as well as providing consulting support throughout the Project implementation life cycle. TriTech Project Roles and Responsibility 3.6 GIS Analyst As part of the implementation team, TriTech utilizes a GIS Analyst that specializes in geographical information technology. The GIS Analyst is responsible for: 1) Performing an analysis and preparing a report regarding the Client's GIS source data including street centerline data, routability, and response area polygon data based on TriTech specified requirements for Inform CAD, Inform Mobile, Inform FBR, and Inform RMS; 2) Consultation services regarding converting the GIS source data for use in Inform CAD, Inform Mobile, Inform FBR, and Inform RMS; 3) providing training for applicable TriTech GIS tools; and 4) preparing the one-time GIS data import for Inform CAD and Inform Mobile. These GIS activities are intended to provide information that will allow the Client to optimize the accuracy and quality of Client GIS data during Project implementation. 3.7 Inform RMS/Inform FBR Business Analyst Inform RMS and Inform Field Based Reporting (FBR) Business Analyst(s) participate in various activities throughout the implementation of each of these Subsystems. They are primarily responsible for conducting the System Orientation with the Client to observe and evaluate the Client's current business practices and make recommendations for improving efficiency and areas that need to be reviewed. They also conduct the Demonstration of Licensed Functionality (DOLF) or Administration Training, performing TriTech's role during FAT and providing consulting support throughout the Project implementation lifecycle. After the completion of the DOLF session, ownership for continued Code File configuration and maintenance transfers to the Client. At this stage, the Business Analyst will serve as a consultant for the Client's further configuration of the Client's system until the Client's System is in live operation. These activities are described in later sections of this SOW. The Business Analyst will be an active participant in many of the milestone events through the course of the Project and will participate in Project status calls, as needed. 3.8 Training Specialist Training for TriTech applications is provided by TriTech Training Specialists. Training staff for other products and functions will vary by the type of product and training proposed. This process is described in greater detail in the training sections of this document, related to each of these products. 3.9 Client Installation Services Team TriTech's Client Installation Services (CIS) team is responsible for installation and integration of TriTech Software onto the system hardware, operating system and database systems identified for this Project. This team works closely with the Client's staff to coordinate IP and network addressing, security accounts, network connections, and remote access to the System. This process is described in greater detail in Section 7.2, System Installation of the SOW. 3.10Technical Services Group Customer service functions and technical support for the Client's System during the Project is coordinated by the TriTech Project Manager. After Go Live, TriTech's Technical Services Group is responsible for providing on -going support for the Client's System as defined in the Agreement and the Software Support Agreement. 3.11 Account Executive The Account Executive is an important resource to the Client throughout the life of their System. The Account Executive will be the primary contact and liaison for non -technical support issues, system changes and billing questions. They provide support for general customer service requests, manage requests for new software and services, and provide assistance with planning technology upgrades post System Go Live. Having the Account Executive participate as a key Project member provides an enhanced level of continuity for the Client as they continue their relationship with TriTech. Recommended Client Roles and Responsibilities 4 RECOMMENDED CLIENT ROLES AND RESPONSIBILITIES 4.1 Overview Implementation of the Subsystems in a manner that meets the Client's operational needs requires collaboration with the Client's team. In general, the Client's Project team should include staff experienced in the operation and administration of the Client's current public safety technology systems as applicable to the scope of this project. Such teams may include representatives from dispatch, records, and field units. These "subject matter experts" may need to be engaged through the course of the Project from initiation until live operations, and may be involved in the support and maintenance of the System and Subsystems after Go Live. These recommendations do not speak to specific positions. Rather, this information defines general responsibilities and estimated time commitments The Client may elect to create individual positions, combine responsibilities, and/or assign responsibilities within their current organizational structure. The Client needs to periodically assess its staffing needs based on changes in the Client's operational use of this technology. The descriptions of personnel roles noted below provide an overview of typical project team members and activities, but do not define any specific project role or responsibility associated with this the Project. Other personnel may be involved under the direction of the Client's Project Manager in order to complete the requirements of the Project. To the extent possible, the Client project team should remain consistent throughout the Project. Often, there is overlap with these core responsibilities - therefore, the team can generally be kept to a small group, dependent upon the complexity of the system being implemented and the number of Subsystems. In addition, it is recommended that the Client, early within the implementation process, identify those persons that will be responsible for the ongoing maintenance of the Client's System to include the technical and business processes. The application Administrators (Inform CAD, Inform Mobile, Inform RMS, and FBR), as well as the System Administrator, are very key to the success of the Project. It is paramount that the Client develops this team during the implementation process so that the Client successfully achieves a degree of self-reliance with the understanding of each of the Systems in addition to the generalized technical responsibilities. 4.2 Client Project Manager The Client's Project Manager is the principal Client contact who will manage a team of Client Project personnel. The Client's Project Manager manages and coordinates Client's resources responsible for completing assigned Project tasks and activities. Activities include facilitating Project Schedules and meetings, approval and processing of invoices, review and approval of Task Completion Reports ("TCRs"),'Project management plans, applicable configuration sheets, OSDs and IRDs, approval of the Project documentation, acceptance testing, and management of the Client's staff. Additionally the Client's Project Manager is responsible for coordinating the efforts, activities, and commlmications between TriTech and third party vendors that are not TriTech Subcontractors, as well as any deliverables from these vendors to the Project. 4.3 Client System Administrator The Client's System Administrator is the individual primarily responsible for managing the technical back - end of the System including Windows, SQL Server, network, hardware, data back-ups and log management. This individual is the primary technical point of contact representing the Client. As identified in the Agreement and the Software Support Agreement, following the initial system installation, administration, and support for hardware (including the software operating system) and network components are the responsibility of the Client. The Client needs to plan for support and maintenance through the development of Client resources, other departments within the Client's organization, or by contracting for such services. The Client should establish procedures for managing warranty service of hardware. Activities for this position include 1) Management of Microsoft Windows Operating System including patches and service packs; 2) Management of Microsoft SQL Server including patches and service packs; 3) Implementation of software prerequisites (in accordance with TriTech Documentation) on computers as needed for current operations and System upgrades; 4) Monitoring, management and maintenance of the Client's network including LANs, WANs, wireless networks, security accounts and support connectivity (in accordance with TriTech Documentation); and 5) Hardware maintenance and troubleshooting; file and data back-ups and software and error log management. Time commitment will vary with the number of computers on the system, the complexity of the network (including the use of a WAN) and the number of personnel to be managed in network access. If the System LAN is connected to the Client's administrative LAN/WAN', coordination will be important to avoid problems with the Client's network traffic. Personnel involved in System Administration should attend the applicable TriTech System Administrator Course(s). Where a large team is involved, a core team should attend a System Administrator Course and then the Client's System Administrator should conduct a smaller version of the training for local staff. 4.4 Client Inform CAD Administrator The Client's Inform CAD Administrator is the individual primarily responsible for managing the Inform CAD application software settings to ensure efficient operation. This individual is the primary CAD configuration point of contact representing the Client. Activities include TriTech software setup, assignment, and management of TriTech Software modular security, maintenance of the Code Files, evaluation and implementation of version updates, reporting, prioritization, and management of support issues. Any personnel involved in CAD administration should participate in the DOLF session so they are prepared to maintain the CAD Code Files post DOLF. The CAD Administrator should additionally attend Inform CAD User Training. 4.5 Client Inform Mobile Administrator The Client Inform Mobile Administrator must possess a set of skills necessary to support the Client's implementation of the Mobile System. The Inform Mobile Administrator will be responsible setting up and maintaining the users, and vehicles as well as minor configuration changes to the Inform Mobile product. The desired administrator should possess a working knowledge of: HTML/XML, CSS, and JavaScript. SQL, especially views, stored procedures, and database schema. t TriTech recommends a dedicated LAN for CAD as documented in the System Planning Document. 10 Recommended Client Roles and Responsibilities Standard GPS protocol (TAIP and NMEA). The Inform Mobile Administrator should attend the Inform Mobile Train -the -Trainer course and the Inform Mobile Administration course. This individual should work closely with the System Administrator in order to manage File and data back-ups and System administration of the hardware and network. 4.6 Client Inform RMS Administrator The Client's Inform RMS Administrator will have the responsibilities for the implementation, configuration, and maintenance of TriTech's Inform RMS. This person or persons will be engaged in the implementation of the TriTech's Inform RMS, and will participate in making decisions as it relates to implementing the TriTech's Inform RMS. Inform RMS Administrator will attend the Inform RMS DOLF during the course of the Project. This person should have a comprehensive understanding of the internal structure and workflow of Inform RMS users, departmental policies and procedures as well as how the records department interacts with dispatch and field operations personnel. Additional activities include TriTech software setup, assignment, and management of the agency specific Code Files, evaluation and implementation of version updates, reporting, prioritization, and management of support issues. - Any personnel involved in RMS administration should participate in the DOLF session so they are prepared to maintain the RMS Code Files post DOLE I MIMMi IiYtTii i7 V ] MAN 11 m�1 The Client's FBR Administrator will have administration responsibilities for implementation, configuration, and maintenance of TriTech's WebRMS Field Based Reporting System. This person will also be responsible for establishing user roles, setting up and maintaining the users, building report templates, structuring workflows, and configuring the System options. The FBR Administrator will attend the FBR Administration class during the course of the Project. This person should have a comprehensive understanding of the records function within the agency, how Mobile will be utilized in conjunction with FBR, and be familiar with the policies and procedures for officer reporting. Additional activities include TriTech software setup, assignment, and management of the agency specific Code Files, evaluation and implementation of version updates, reporting, prioritization, and management of support issues. Any personnel involved in FBR administration should participate in the FBR administration training session so they are prepared to maintain the FBR Code Files post FBR administration training. 4.8 Client GIS Analyst The Client's GIS Analyst is responsible for the mapping components required for Inform CAD, Inform Mobile, Inform RMS and Inform FBR. Activities include providing the initial GIS files for use within Inform CAD, ,Inform Mobile, Hiform RMS, and Inform FBR. The GIS Analyst will be responsible for updating the Inform CAD and Inform Mobile Streets data using GIS Link, and working with TriTech's GIS Analyst to implement mapping components for Inform RMS and Inform FBR. During scheduled activities, the Client should have a fully dedicated person or persons. Post implementation workload will be based upon the number and type of GIS data edits that will be necessary for the local operations. This person should participate in portions of the System Orientations and DOFF. Additionally, this person (or group of people) should attend GISL nk training. 4.9 Client Users/Supervisors Input from the Users/Supervisors is important to ensure that the configuration settings approved by the Client's team will be perceived as usable by users of the each of the Subsystems. These Users/Supervisors should participate in meetings defining and evaluating the requirements and configuration of their respective products, such as System Orientation and Administration Training. During scheduled activities, the Client should have a fully dedicated person or persons. Post implementation should be maintenance only. These personnel should attend the applicable User trainings. 4.10Subject Matter Experts Input from subject matter experts in all applicable areas (Inform CAD, Inform Mobile, Inform RMS, Inform FBR, and each of the Interfaces and external Systems that integrate with TriTech Systems) is essential to successful implementation of the system. The subject matter expert(s) in each area are the individuals who are knowledgeable about the current operational and technical specifications of the system, the data flow between and among different applications, and any limitations associated with each application. For Standard and Custom Interfaces, subject matter experts may be from the Client Agency, and third party vendors. If the vendors are not TriTech Subcontractors, the Client will be responsible for engaging them in necessary discussions and documentation of the requirements. The Client should involve a fully dedicated person or persons during the scheduled activities, such as requirements analysis, demonstration of the applications (if applicable), review of requirements documentation, the testing process, and other events that are described in later sections of this SOW. Post implementation, the involvement of the subject matter experts should be limited to maintenance only. 4.11 Application Trainers A team of trainers is needed for training the Client staff on TriTech Software on an on -going basis. Trainers will be responsible for reading TriTech Software release notes and maintaining an understanding of new and existing features. The Client should involve a fully dedicated person or persons during scheduled activities such as training sessions. Post implementation, the involvement of the subject matter experts should be limited to maintenance only. These personnel should attend the applicable product specific training courses. 12 5 PROJECT CONTROLLING PROCESSES 5.1 Overview Project Controlling Processes are established early in the Project life cycle during the Planning Phase and described within the Project Management Plan. Project Control is the process that includes completing regularly scheduled Project progress meetings and the use of regularly delivered Project progress reports, as well as implementing the processes needed for Communication Management, Risk Management, and Change Management. The process begins during the initiation process and concludes at the end of the Proj ect. The establishment of defined processes for Client communication (contact persons and reporting methods) provides a basis for effective and regular communication. This supports the previously noted processes necessary for successful Project outcome. As part of the Controlling Processes, TriTech utilizes a series of measurements and management reviews to mitigate the effect of these variances. Checkpoints or milestones are planned into each phase of the Project to measure performance and determine if the Project is ready for the next phase. Checkpoints are key tasks that act as gates to the next phase of a project. A delay in a milestone may cause a delay in starting or completing subsequent tasks; in effect creating a risk to the overall Project. Therefore, TriTech's Project staff closely monitors checkpoint tasks and milestones and promptly notifies the Project Manager of any delay or failure with a milestone task. Milestone delays on the part of either party will trigger an overall review of Project activities so that risks can be assessed and properly managed. In the event that either party becomes aware of a delay, notification shall be provided to the other party as soon as reasonably possible. Evaluation of overall Project status at each checkpoint is essential to ensure that the Project is effectively progressing toward completion and that new risks are not being introduced. In many cases, Project activities leading to a checkpoint are interrelated to later scheduled tasks. Success at checkpoints diminishes the risk to the Project going forward. Incomplete actions at a checkpoint may prompt delays and a rescheduling of the Project. For example, delays in completing or approving Custom Interface OSDs will delay the start and completion of the Interface development work, which may ultimately have an impact on the projected Go Live date. Depending upon the importance of the Deliverable, these kinds of delays can have a cascading effect upon the Project Schedule including training and Go Live Task Completion Reports 5.2 Task Completion Reports As part of the project controlling process, upon completion of significant milestones and or tasks, TriTech will submit a Task Completion Report ("TCR") to the Client. The TCR serves as a formal tool for the purpose of verifying with the Client that the work has been performed, services rendered, and products delivered according to the requirements specified within the SOW and/or related documents. TCRs are presented to the Client by TriTech's Project Manager for signature. Some TCRs may trigger a Project payment, in accordance with the payment terms within the Agreement. Upon execution of a TCR that is tied to a Project payment milestone, the Client will receive an invoice from TriTech's accounting department which must be paid based on the terms and conditions of the Agreement. 13 As the Prime Contractor, TriTech is responsible for processing TCRs for all Subcontractor activities, under the Contract. The TCR will include the following information: 1. Description of Work performed and products delivered. 2. Comments noting any special circumstances. 3. Product/Service deliverables listing the contract line items that are being recognized as delivered and will be invoiced. 4. Related Payment Terms in accordance with the Purchase Agreement, for contract line items that will be invoiced relative to the TCR. 5.2.1 TriTech Responsibilities a) TriTech will prepare and submit TCRs for Client's signature upon completion of the applicable task. b) The TCR will cite the appropriate SOW reference. c) TCRs that trigger a payment will include the payment amount in accordance with the Agreement payment schedule. 5.2.2 Client Responsibilities a) Client will process TCRs within a ten (10) business day period from the time of receipt less any challenges to the validity of the report. b) In the event that Client disagrees with a TCR, Client shall submit to TriTech a written explanation detailing why the Client believes that the subject of the TCR and/or tasks have not been completed in accordance with the Agreement or this SOW. Such notification from the Client shall be provided to the TriTech Proj ect Manager within ten (10) business days of receipt of the TCR. 14 Project Controlling Processes 5.3 Change Management Process Either party can request changes to the scope of the project at any time. Since a change may affect the price, project deliverables, this SOW, and/or the supporting project schedule, both parties must approve each change in writing. The purpose of the Change Management Process is to manage any significant changes to the Project as described in this SOW or related documents as referenced within the SOW. These changes may include, but are not limited to a modification to Project scope, Standard or Custom products' fimctionality, TriTech and Client's identified roles and responsibilities, Project payment terms, and modifications to the scope or delivery location of services within the Project. All significant changes must be documented through the Change Management Process. The type of documentation needed will depend on the nature and significance of the change. A Project Change Order will be the vehicle for communicating and approving of the changes. Whether initiated by the Client or TriTech, all Change Orders will be documented by the TriTech Project Manager. The Change Order shall describe the requested change, the party requesting the change, and the effect the change will have on the project, including the price, project deliverables, this SOW, the supporting project schedule. All Change Orders must go through the TriTech's internal approval process before they can be presented to the Client for review and approval. Once the Project Change Order is generated, the Client Project Manager and TriTech Project Manager will review the proposed change and communicate as necessary to answer any questions, and/or work to resolve any issues preventing acceptance of the Project Change Order by both parties. Upon the approval by both parties the Project Change Order will be authorized for implementation. The creation of some Project Change Orders may, depending upon the scope of the requested change, require fees in order for TriTech to properly investigate and scope the requested change. If additional fees are required by TriTech to create a Change Order, those fees will be identified and communicated to the Client Project Manager prior to TriTech's investigation of the requested change. In such situations, TriTech will only proceed with the investigation required to create the Change Order if the Client has agreed to pay the additional fees associated with creation of the Change Order. Additional deliverables or Project deletions in terms of Software and services will require a mutually agreed upon Change Order. 5.3.1 TriTech Responsibilities a) Change Orders will be prepared for submission to the Client when required. b) Where Project changes require Engineering -level modifications, TriTech will perform requirements capture necessary to prepare required documentation including a high level description of the change for Client review and approval. c) Where Project changes require Engineering -level modifications, Client will be informed of the delivery mechanism (version and schedule). 5.3.2 Client Responsibilities a) When applicable, the Client will identify the services or deliverables that will be subject to a Change Order, per the Agreement between both parties. b) When applicable, the Client will identify changes to features or functionality related to CAD, Mobile, Interface or any other Subsystem that will require a change order. This process may also include participation with the requirements process. c) Client will approve and process Change Orders in a timely manner. 15 5.4 Project Reporting TriTech will provide monthly written Status Reports advising the Client Project Manager and key Client Project Stakeholders of the progress and status of project activities. This report will include the significant accomplishments, planned activities, issues, and potential risks associated with TriTech and TriTech's Subcontractors' Deliverables. The Project Status Reports will include the following: 1. Accomplishments during the Reporting Period. 2. Planned upcoming activities. 3. Issues. 4. Risks. 5. Key Action Items. In addition, the TriTech Project Manager will hold weekly status meetings/conference calls to update the Client on the status of the Project and key action items and deliverables. During the course of the Project, one or more Project journals will be created to document Project issues and action items. These journals are product specific and are used by the Project Manager and other team members to facilitate successful Project completion. Project journals are reviewed with the Client during weekly Project status calls and on an as needed basis through the course of the Project. The Project Manager is responsible for providing copies of updated j oumals to the Client Project Manager each month, or upon request. Each month, TriTech will provide an updated Project Schedule in MS Project advising the Client Project Manager of the progress of project activities. The Project Schedule may be lacking the detailed tasks for the Client team, and the Client may add such tasks, owners, and durations to the Project in collaboration with TriTech Project Manager. The Project Schedule will consist of the following: 1. Major Tasks and Subtasks. 2. Task Responsibility. 3. Task Duration. 4. Major Milestones. 5. Tasks and Subtasks Completed. 6. Tasks and Subtasks in Progress. 5.4.1 TriTech Responsibilities a) ,Provide a written report of Project status once a month. b) Track issues and action items to closure through product specific journals. The Client will be provided with updated copies of the journal each month, or upon request. c) Conduct project status meetings onsite each month. d) Conduct conference calls every week at a minimum. e) Maintain an up-to-date Project Schedule. f) Ensure participation of personnel in tasks and meetings. 5.4.2 Client Responsibilities a) Review and acknowledge the Project status written report and provide feedback within five (5) business days. b) Participate in Project status meetings. e) Ensure participation of personnel in tasks and meetings. 16 Project Controlling Processes 5.5 Document Review In the course of the Project, TriTech will deliver several documents to the Client for review. These documents will include the Project Schedule, DOLF report, OSD's, and IRD's for the Project. Approved documents are returned to the TriTech Project Manager. For paper documents, the TriTech Project Manager will retain the original copy and will provide an unbound copy suitable for reproduction. For soft copy documents, the TriTech Project Manager will retain a copy and provide Client with a copy. Should the Client find any document unacceptable, the Client will provide specific reasons in writing to the TriTech Project Manager. TriTech can then assess any required corrective measures and make revisions or modifications to provide acceptable docrments. In order to ensure compliance with the Project Schedule, the Client is responsible for the review of such documents and providing any comments to TriTech within five (5) business days. 5.5.1 Documents Subject to Client Approval a) Change Orders b) OSD's e) Application Configuration Sheet d) Any post -contract FAT documents e) Task Completion Reports 5.5.2 Documents Subject to Client Review not Requiring Approval a) Project Status Reports, which should include an acknowledgement of receipt by the Client. b) DOLF Reports for Inform CAD and Inform RMS e) ProjectJoumals d) IRD's 5.5.3 TriTech Responsibilities a) Distribute the documents to the Client. b) Coordinate the process to consolidate comments and edit documents. c) Manage the signoff process for applicable documents and the distribution of originals to the Client and TriTech for filing. 5.5.4 Client Responsibilities a) Review the documents presented and provide the appropriate information back to TriTech within five (5) business days. 17 6 PROJECT INITIATION AND PLANNING 6.1 Overview Project Initiation and Planning involves gathering the necessary Project specific information in order to produce a Project Management Plan and a Project Schedule. In short, Project Planning consists of those processes designated to establish when and how the Project will be implemented while farther elaborating on Project Deliverables. Most of the information exchange between the Client and TriTech during this process is at a high level and consists of interaction between both Project Managers and a small group of Project stakeholders. Major Deliverables for the Project Planning phase are the specific Project Management Plans, and a baseline Project Schedule. The project must be managed in a manner that will allow for the adjustment of the Project Management Plan and Project Schedule to address the circumstances that affect a project during Project Execution. As a result of these changes during the Project lifecycle, Project Planning will overlap each subsequent process during the Project. Typically, Project Planning tasks will decrease in frequency as checkpoints are successfully completed and as the Project nears Go Live and Project completion. 6.1.1 TriTech Responsibilities a) Assign a Project Manager to the Project to participate in Initiation phase activities. b) Produce required documentation to support Initiation activities (such as Standard IRDs, System Planning Document, etc.) c) Review the SOW with the Client, and incorporate any mutually -agreed upon changes. d) Identify and engage the TriTech' Project team responsible for carrying out Project Execution. e) In collaboration with the Client, develop the Project Management Plan (includes the Communication Management Plan, Risk Management Plan, and Change Management Plan). f) Baseline the Project Schedule. g) Prepare and submit the TCRs for Client acceptance of the Project Management Plan as defined above. 6.1.2 Client Responsibilities a) Assign a Project Manager for the Project to participate in Initiation phase activities. b) Identify and engage the Client's Project team. c) Review and approve the proposed TriTech Project Management Plan and the Project Schedule. d) Review and approve the TriTech provided documentation to support Initiation activities. e) Finalize and approve the SOW with TriTech. t) Review the submitted TCRs for the Project Management Plan. In Project Initiation and Planning 6.2 Project Kick Off During the planning phase, the TriTech Project Manager will hold a Kick -Off meeting with the Client's Project team, which will be conducted at the Client site. During the Kick -Off meeting, the TriTech Project Manager will provide an overview of the following: 1. The TriTech Execution Process. 2. A high level description of Project Deliverables. 3. Introduce, and define the roles and responsibilities of the Project team members. 4. A high level review of the Initial Project Schedule including projected Project milestones and checkpoints. 5. Describe the work that has been either completed, is in progress or is due to begin within the immediate future. 6. Review any project related questions from the Client's team. 6.2.1 TriTech Responsibilities a) Prepare the agenda and set a date for the Kick -Off that is convenient to the Client and TriTech Team. b) Distribute any documents that the Client should review in advance of the Kick -Off meeting. e) Conduct the Kick -Off meeting. 6.2.2 Client Responsibilities a) Work with the TriTech Project Manager to facilitate scheduling a date for the Kick -Off meeting. b) Schedule the appropriate personnel from the Client's team to attend. This should also include key stakeholders that may not participate routinely in Project operations, but who have authority or responsibility over the Project. e) Provide adequate accommodations to include adequate seating and audio-visual equipment including aprojector(s), screen, and whiteboard 6.2.3 Completion Criteria This task is considered complete when: (i) The Project Kickoff has been held with TriTech and Client representatives in attendance; (ii) The Client and TriTech have identified their respective Project Managers; (iii) The Project Management Plans have been completed and signed by the Client and TriTech; (iv) Any mutually agreeable changes to the Initial Project Schedule, if applicable, have been agreed upon by the Client and TriTech. 19 7 PROJECT EXECUTION 7.1 Overview Project Execution focuses on the development and delivery of Project Deliverables. Processes will be iterative and consist of: 1) A review of Deliverable documents; 2) Development, configuration, Installation and testing of software and hardware deliverables, and 3) Delivery of Project related services such as Project related training. These processes are iterative in nature with a number of checkpoints to evaluate Project progress and where applicable, to initiate Change Management processes. Each Deliverable has a closing process which consists of specific completion criteria. These Deliverable closing processes are independent from the closing process of the Project. 7.2 System Installation (Inform CAD, Inform Mobile, Inform RMS, Inform FBR and Interfaces) System installation is one of the early processes in the Project implementation phase, and has a great impact on and critical dependency on a number of key activities. All tasks and activities related to System Installation are included in this section and will occur in the order presented. Other Project tasks may occur while installation activities are in progress. 7.2.1 Review Hardware Specifications TriTech and Client will review the proposed hardware configuration for accuracy and completeness. TriTech will only be responsible for procurement of the hardware and third party software that is explicitly listed under the Agreement, as TriTech ,Deliverables, or Deliverables of TriTech's Subcontractors. 7.2.1.1 TriTech Responsibilities 1) Provide hardware and any relevant third party hardware specifications to Client. 2) Verify with Santa Ana personnel, TriTech recommended computer processor(s), operating system software, third -party software, all associated workstations, printers, communications and related components. 3) Review the specifications for all of the department's existing hardware, operating system software and third -party products and determine suitability to operate with TriTech Software. 4) Prepare a final hardware and operating system software requirements list. 5) Provide the specifications for the mobile data devices compliant with TriTech's minimum hardware requirements for optimal reliability and performance. 6) Pre -plan installation activities with Santa Ana and all subcontractors. 7.2.1.2 Client Responsibilities 1) Review and validate hardware and Third Party specifications. 2) Provide all required hardware, operating licenses, VM's, etc. that are required and recommended to run the TriTech subsystems that are not explicitly procured through the TriTech Purchasing Agreement. Provide, upon request, information on existing hardware and operating system software components and networks, and information necessary to validate final hardware requirements. 3) Review the final hardware and operating system software configuration with the TriTech project team. 20 Project Execution 4) Review TriTech's recommendations regarding any existing networks and workstations, and address any recommended modifications (identified by TriTech) to ensure maximum performance. Completion Criteria This task is considered complete when the final hardware and operating system review is complete, and TriTech has submitted their findings and recommended specifications. 7.2.2 Hardware Acquisition TriTech and Client will procure hardware, third party software, and equipment per TriTech's recommended Specifications. TriTech is only responsible for procurement of the hardware and third party software that is identified as TriTech Deliverables in the Purchase Agreement. The Client will procure the required equipment based on TriTech's recommended Specifications, and do all that is practical to ensure the hardware is delivered in accordance with the timelines identified in the Final Project Schedule. The Client will complete the following: 1) Configure the servers with memory and disks. 2) Load Microsoft Windows or VMware. 3) Partition disk drives and implement applicable Raid level based upon TriTech documentation. 4) Assign the computer name and IP address based upon TriTech documentation. 7.2.3 Hardware Configuration The Client will conduct basic server configuration, including: placing the servers in the racks, joining them to the existing domain, (with the Domain Controller in place) running the TriTecb pre -requisite DVD on Inform CAD and Inform Mobile servers, and establishing remote connectivity capability (VPN and Remote Desktop) for authorized TriTech personnel to perform configuration. These activities will be coordinated between the TriTech Project Manager and the Client IT and Project Management staff. Guidance will be provided by TriTech's Client Installation Services (CIS) team as required. The Client must also provide the server names, IP addresses, Administrator Account Information (User Name, Password), Services Account Information, and the location of 3`d Party Software media (such as SQL). An Installation Service Request (ISR) will be provided to the Client that organizes this information in to the TriTech preferred format. The Client is responsible for providing the completed ISR to TriTech no later than two (2) weeks prior to the installation activities. The Client is responsible for ensuring that the site is prepared and ready for the installation of hardware, third party software, and TriTech software as detailed in TriTech's documentation including the System Planning Document according to the Project Schedule. TriTech will verify: (i) connectivity to the Client site via VPN, (ii) connectivity to each of the servers, and (iii) access to all required security accounts. 7.2.4 TriTech Responsibilities a) Provide the System Planning Document. b) Procure TriTech equipment and third party software. c) Provide guidance and assistance as necessary. d) Distribute a blank Installation Service Request (ISR) document to the Client. e) Collect Client information related to the ISR and submit a draft which includes: Each TriTech server, the applications that will be installed on the machine, machine name and the IP address (to enable any remote installation tasks). 21 f) Collaboratively develop anetwork diagram with the Client. g) Finalize the ISR prior to the installation. h) Test the remote connectivity to the site prior to installation of the hardware and software. i) Install the Microsoft SQL software. j) Prepare and submit a TC'R for Client review and approval upon completion of these activities. 7.2.4.1 Client Responsibilities a) Review the blank ISR and provide information to TriTech. . b) Collaboratively develop a network diagram with TriTech. c) Perform site preparation, as specified in the System Planning Document and ISR. d) Assign the compute name(s) and IP address(es) based upon TriTech documentation. e) Establish remote connectivity capability (VPN and Remote Desktop) for authorized TriTech personnel to perform software installation and configuration. f) Run TriTech Pre -Requisite DVD on all applicable Inform servers prior to any installation work being performed. g) Obtain pertinent IP addresses and schemes. h) Allow remote access to TriTech to all development and system "root' accounts on all servers running TriTech licensed Software, subject to verifying the identities of specific individuals with such access (based on the background requirements in the Agreement). i) Procure relevant equipment and third party software. j) Perform basic serve integration including, but not limited to: i. Installation of servers in applicable racks. ii. Joining servers to the existing domain with the domain controller in place. iii. If applicable, install and setup of the VM environment. I<) Install all peripheral equipment, including scanners, printers, barcode readers, etc. 1) Approve the applicable TCR. Completion Criteria This task is considered complete when (i) The Client has procured and configured the hardware (ii) TriTech has provided the completed ISR to the Client (iii) The Client and TriTech have approved specific TriTech personnel with remote access to the site. 7.2.5 TriTech Software Installation Software installation services will be performed remotely, unless otherwise specified in the Purchase Agreement, and include installation of the TriTech Software. These installation activities will be coordinated between the TriTech Project Manager and the Client. 7.2.5.1 TriTech Responsibilities a) Install and configure Microsoft SQL to operate with each of the applicable TriTech product(s). 22 Project Execution b) Configure the System servers in the applicable environments. e) Provide the Client with documentation on the process for failover, and conduct a failover test with Client present. d) Install and configure the applicable TriTech system(s), including Inform CAD, Inform RMS, Inform FBR and Inform Mobile on the designated servers and applicable environments. e) Install TriTech applications on five (5) CAD workstations, five (5) RMS workstations, and five (5) mobile devices. The Client will be responsible for installing the applications on the balance of the workstations and mobile devices. t) Provide verbal support to the Client with any self -installation procedures for the workstations using the TriTech provided Prerequisite Installation DVD and applicable Launch configurations. g) If applicable, create data dumps for Microsoft SQL database backups (as a backup for Inform RMS database). h) After completion of the initial installation and configuration of the Inform CAD server, a member of Technical Services team will conduct a "technical hand-off' to designated Client staff from the Client's information Technology team via a conference call. The following major topics will be addressed: Proper procedures for performing Inform CAD System Backups: o File Stnlcture — Inclusions and exclusions o Databases o Moving Backups to media ii. Proper procedures for refreshing Test/Training system (and related documentation) iii. Approved configuration and use of Virus Scan software iv. Approved procedure for application of Windows updates V. System Upgrade process and procedures vi. Support Website and TriTech list server access vii. Managing/Reviewing system logs (CAD, SQL and Event Logs) i) Prepare and submit a TCR upon completion of the installation tasks and activities. 7.2.5.2 Client Responsibilities a) Complete the configuration of the remaining CAD, RMS, and Mobile workstations (after the installation of the limited number of workstations by TriTech) using the Prerequisite Installation DVD and applicable Launch configurations. b) Put in place TriTech's recommended backup procedures as outlined in the System Planning Document and ensure backup procedures are consistently follow beginning at the completion of this task. c) Install and configure virus scanning software as outlined in the System Planning Document. d) Provide Web Security Certificates for all TriTech web -enabled applications that require a certificate. e) After completion of the initial installation and configuration of System servers, the Client will be responsible for maintaining the System based on TriTech Platform Planning Document, and the technical hand-off. Specifically, the Client's IT staff is responsible for completing the following o Updating Training/Test Systems with fresh data (from Production) as needed o Configuration and monitoring virus scan software o Application of Windows updates 23 o Following the procedures for System Upgrade o Managing/Reviewing system logs (SQL and Event Logs) f) Review and approve the applicable TCRs. Completion Criteria This task is considered complete when the TriTech Software (list) has been installed on the Client's designated hardware. 7.3 Implementation of Inform CAD Inform CAD is implemented through a series of standard steps and process gates. These steps are designed to ensure that the operational needs of the Client are identified, the configurations are verified, and the system is tested to validate the proper functionality of the system prior to deployment. The following describes the implementation process for Inform CAD. 7.3.1 Inform CAD System orientation The Inform CAD System Orientation is conducted at the Client's site and led by a TriTech Business Analyst. The duration of the Inform CAD System Orientation is generally between 3 to 4 days and includes a Business Process Review of the Client's operations. This System Orientation can be conducted in conjunction with Inform RMS if purchased together. Some key discovery points for the Inform CAD System Orientation are as follows: a) Work Flow — Understanding the setup for work flow from first receipt of an incident through incident completion. This may include time observing Dispatch Staff and Ride-Alongs with field units. b) Agency Type Setup — The segmentation of operational processes including incidents, units, and call- taker/dispatcher roles and responsibilities. c) Determine the Code File Hierarchy — This is the structural breakdown of the Client's organization as it will be organized within the CAD system, including: jurisdictions, divisions, response areas (reporting districts, beats, etc). d) Review reporting requirements (geographic reporting segmentation and the like). e) Event numbering (Incidents) including master incident numbers, response numbers and case numbers. f) Application Permissions — Aligning the application permission settings with the security policies of the agency, the Client, and the overall System Administrator. It is recommended that the number of attendees in the CAD System Orientation be limited to 15 to allow for more effective communication during the session. Based on the key discovery points during this session, it is necessary that the attendees include individuals who can properly address these key points and make configuration decisions. During the Inform CAD System Orientation session the Business Analyst will facilitate an operational review of Inform CAD by demonstrating various System functionality and start gathering the configuration information. At least two weeks in advance of the orientation, TriTech will provide a System Module Setup (SMS) worksheet and other reference material to the Client to assist in gathering the required Code Files. Information that cannot be produced during the meeting must be sent to TriTech as specified by the mutually agreed upon schedule. 24 Project Execution Note: The Client's provision of Code File information is an early Project checkpoint. Remote Web sessions will be scheduled as a follow up to System Orientation to guide the Client through the Code File data collection process. 7.3.1.1 TriTech Responsibilities a) Schedule the Inform CAD System Orientation meeting in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion two weeks prior to each meeting. e) Conduct the meetings based on the distributed agenda. d) Document the Client's requirements and configuration specifications resulting from the Inform CAD System Orientation discussions. e) Send the System Module Setup worksheet (SMS) and other reference material to the client at least two weeks prior to the scheduled orientation. f) Document and assign owners and due dates to any action items and track all action items to closure. g) Document any gaps between the standard functionality of the System and functionality required by the Purchase Agreement for further analysis and discussion and/or facilitate the change control process. Client requested changes or changes beyond the scope of the Purchase Agreement will be evaluated at this phase, but will have to be evaluated for the potential impact on the Project Schedule and for additional project charges to be paid by the Client. h) Schedule Remote Web sessions as a follow up to System Orientation to guide the Client through the Code File data collection process. i) Produce an Inform CAD System Orientation Report with the key decisions and configuration points as a result of the System Orientation. Review the draft report with the Client and incorporate modifications. j) Prepare and submit a TCR upon completion of relevant activities. 7.3.1.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the Inform CAD System Orientation to include a computer projector, whiteboards, and adequate seating. Two projectors are preferred. b) Ensure participation of key stakeholders and decision -makers in the Inform CAD System Orientation process. e) Provide subject matter experts that can explain the communication center's current call flow and agency structure. d) Provide subject matter experts with the ability to gather and provide the data elements used to build Code Files to TriTech. e) Provide subject matter experts that will be able to explain the agency's geopolitical/operational boundaries. This person (or persons) should be able to articulate the specific response requirements that will be built within CAD response plans. f) Provide subject matter experts that will be the "in house" CAD super users, as well as a person or persons that will be responsible for the ongoing maintenance of the CAD Code Files and configuration (CAD Administrator). g) Provide subject matter experts that will be responsible for translating the geopolitical/operational boundaries into data (ESRI shape files) suitable for use within the CAD. 25 h) Provide subject matter experts that will be responsible for the maintenance of the agency's street centerline data. i) Provide subject matter experts that can provide information on technical Systems (Interfaces and Hardware/Network) or field -related functions (Inform Mobile or other mobile systems, station alerting and the like). j) Review TriTech's Inform CAD System Orientation Report and provide edits as appropriate. k) Review and approve applicable TCRs. Completion Criteria This task is considered complete when (i) the Inform CAD System Orientation has been completed; (ii) TriTech has provided the Client with the initial System Module Setup (SMS), including identified follow up assignments; and (iii) TriTech and Client mutually agree to the content of the Inform CAD System Orientation Report. 7.3.2 Inform CAD Base System Code File Entry After completion of the Inform CAD System Orientation and receiving requested data from the Client, the assigned TriTech Business Analyst will supervise the initial Code File building process. The Business Analyst also configures the system hierarchy based on Client's call flow and operational processes as defined in the System Orientation. The Client will be actively involved at each step of the Code File configuration process through periodic reviews including conference calls and remote web sessions. A Code File review is completed prior to TriTech initiating the Code File entry process. The review is initiated via one or more web meetings as the Client submits the requested Code File information. The Code File review validates the accuracy and completeness of the information. TriTech will complete the Code File entry for Inform CAD System to a level that will allow for an evaluation of call flow and incident management. Code file build to the level described in Appendix A - Required Inform CAD DOLF Code File build of this SOW establishes a foundation that will validate basic functions such as call-talang layout, System hierarchy, incident numbering, and incident/Unit displays. Validation through the DOLF process allows for the completion of Code File setup while limiting the risk of rework. TriTech personnel will participate in the Code File building process. Some Code Files that require local knowledge of the geography and the physical location of business and high -risk areas of the community (such as response plans, premise, and caution note/hazard information) cannot be built by TriTech. The Client will be responsible for entering or geo-verifying some Code File elements such as premises. The Code Files prepared by TriTech and the Code Files prepared by the Client are described in Appendix A - Required Inform CAD DOLT Code File build. The responsibility for building and maintenance of the System Code Files will transfer to the Client after DOLT with assistance from TriTech's Business Analyst. 7.3.2.1 TriTech Responsibilities a) Monitor and evaluate Code File submitted by the Client and provide guidance as needed. b) Conduct one or more web meetings to validate the completeness of Client submitted Code File information, prior to initiating the Code file entry. c) Perform a preliminary Code File build of the Client's Inform CAD System at TriTech. This Code File build will be completed based upon the applicable requirements described in Appendix A - Required Inform CAD DOLF Code File build. d) Facilitate updates to the System Module Setup (SMS) building sbeet. Q, Project Execution e) Prepare and submit a TCR. 7.3.2.2 Client Responsibilities a) Provide input and updates to the SMS sheet to support the Code File building as required in the Final Project Schedule. b) Participate in Code File validation conference calls. e) Continue building the System Code Files (those not built by TriTech) after DOLE (refer to Appendix A - Required Inform CAD DOLE Code File build). d) Review and approve applicable TCRs. Completion Criteria This task is considered complete when: (i) the system has been installed at the client site, and (ii) the "Pre- DOLF" code files are entered into the CAD Subsystem by TriTech. 7.3.3 Geographical Information Services 7.3.3.1 GIS Source Data Evaluation The TriTech GIS Analyst will work with the Client to perform a one-time evaluation and initial conversion of the Client provided street center -line GIS data. Client supplied GIS data must be from a single integrated source when delivered to TriTech for conversion. This analysis will include the following: a) Routing and Navigability - The data will be analyzed to ensure that there are no breaks in the road network and that an acceptable percentage of addresseS2 within the service area are routable with impedances or speed limits, applicable turn restrictions (one way data), elevations for overpasses and street types. b) Addressing — Evaluate data for the presence of block ranges, street types, and city designators. c) Supplemental Coverage - An evaluation of GIS data that may be available for response areas, ESRI compatible overlays including satellite image, and applicable point data to ensure compatibility. A report will be presented to the Client upon completion of the GIS source data analysis prior to the import of GIS data into one or more Systems or Subsystems. If there are significant problems with the data, additional GIS work and analysis may be required. 7.3.3.2 TriTech Responsibilities a) ,Evaluate Client -supplied GIS data to ensure it is formatted correctly for street -centerline display, address point usage and address functions. A report will be generated based on this analysis. b) Evaluate Client -supplied GIS data to ensure it is formatted correctly for routable functions. A report will be generated based on this analysis. c) Evaluate Client -supplied GIS data to ensure it is formatted correctly for Inform CAD Quickest Path Unit Recommendations functionality. d) Review the Client -supplied GIS layers for Inform CAD and hiform Mobile. z The phrase "acceptable percentage" refers to a decision that the Client must make regarding the acceptable level of navigability needed within the street centerline network, Since editing and maintaining the street data is a Client responsibility, the Client will have to evaluate and make a judgment regarding the impact of the level of accuracy and the cost associated with increasing the navigability of the data. 27 e) Provide a GIS Data Analysis Report which details TriTech's findings, and provides specific actions that are required to overcome/correct any issues which are preventing the map data from being successfully loaded. f) Prepare and submit a TCR. 7.3.3.3 Client Responsibilities a) Provide data in the required format, per the Final Project Schedule. b) 'Provide data to include 1) Centerline data; 2) response areas; 3) viewable/cosmetic layers. c) Review TriTech's GIS Data Analysis Report. d) Based on TriTech's GIS Data Analysis Report, make needed changes to mapping data to allow the resulting GIS data to meet TriTech's mapping data requirements. e) Review and approve the appropriate TCR. Completion Criteria This task is considered complete when (i) TriTech and the Client mutually review the content of the TriTecGIS Data Analysis Report. 7.3.3.3.1 Mapping Data Conversion and Import TriTech will perform a Mapping Data Import that provides maps for the Inform CAD system. This process does not include making any corrections to the Client GIS data. If the GIS data consists of data from more than one source, TriTech will not be responsible for joining these areas, or "stitching" the areas to create a uniform geographic area. 7.3.3.3.2 Configuration of Mapping Layers A TriTech GIS Analyst will configure up to 7 standard GIS layers each for viewing on Inform CAD and Inform Mobile. Such conversion activities will be part of the training process to allow the Client to add their own layers to the map displays in Inform CAD and Inform Mobile. The standard layers are limited to the following: I- Water line features (rivers, streams, creeks) 2- Water polygon features (ocean, lakes, ponds) 3- Schools 4- Railroads 5- Parks 6- City Boundaries 7- Deployment Boundaries 7.3.4 Inform Mobile Map Data Import The process of Inform Mobile Map Data Map Import converts the Inform CAD streets data into a format that can be used by Inform Mobile. This process also includes adding necessary map layers for the Client. 7.3.4.1 TriTech Responsibilities a) Provide the initial configuration services to enable use of Inform CAD Quickest Path Unit Recommendations functionality. 28 Project Execution g) Convert up to five (5) GIS layers for Inform CAD and Inform Mobile. Such conversion activities will be part of the training process to allow the Client to add their own layers to the map displays in both systems. b) Continue to support the Client's ongoing GIS data error correction and refinement efforts through implementation (beyond task completion). e) Import the Response Areas into Inform CAD. d) Prepare and submit a TCR. 7.3.4.2 Client Responsibilities a) After initial GIS conversion and delivery of GISLink training, assume responsibility for updating the data using TriTech provided GIS tools to ensure that data is up to date for Go Live. b) Review and approve the applicable TCR. Completion Criteria This task is considered complete when (i) the Client's map has been installed and configured on TriTech Inform CAD and Mobile, and; (ii) TriTech demonstrates that the Inform CAD base map will launch, containing the data and layers that have been supplied to TriTech for import, conversion, and configuration; and; (iii) TriTech has provided the Client with GIS loading and maintenance dociunentation. Note: The inability of TriTech's application to successfully load the Client's properly formatted GIS data will prevent task completion. 7.3.5 Inform CAD Demonstration of Licensed Functionality (DOLF) Once the initial Code File and configuration phase is complete, the CAD is installed at the Client site, and the initial GIS map conversion is complete a Demonstration of Licensed Functionality (DOLF) is conducted. This working meeting includes a review of the DOLF-required Code Files (see Appendix A) and configuration, a review of imported GIS data, and hands-on training on software utilities for completing the Code File build and on -going Code File management. The DOLF for Inform CAD will be 3-5 days and will be held at the Client's facilities, and on the Client's system hardware, after it has been configured by TriTech. Client will be responsible for supplying the requested SMS Worksheet data to TriTech four (4) weeks prior to DOLT to allow sufficient configuration time. The data will be requested as a follow up to the System Orientation for the Inform CAD. It is also required that the Client's centerline conversion be completed at no later than four (4) weeks prior to DOLF. In order to meet this deadline, all GIS data must be delivered to TriTech in required format per the agreed upon schedule. Any delays will result in a cascading effect on the project timelines. Participants include key members of TriTech's implementation team and should not generally exceed ten (10) core members of the Client's implementation team. The Client's team should include representatives of dispatch, field operations, GIS, IT, and administration (reporting). At the conclusion of the session, a DOLF report is produced which documents the core software configuration, Code Files, and activities to be completed by the Client. Any issues that require follow-up action, including any outstanding Go Live issues will be documented in the applicable Project jouinal. In preparation for the execution of the DOLF, the Client system must be built to a level that will allow for the demonstration of modules and features that the Client has licensed. The Code Files completed pre- DOLF are defined in Appendix A - Required Inform CAD DOLF Code File build. Based upon this level of Code File build, system functionality and workflow will be examined during the DOLE 29 Additional Code Files (as specified in Appendix A - Required Inform CAD DOLF Code File build) will be configured during the DOLF. Following the DOLF process, ownership of Code Files transfers to the Client. Post DOLF, the Client will enter the balance of the Code Files (not built by TriTech). These are typically geo-centric items that require local knowledge of the community. The Client also becomes responsible for maintaining Code Files (personnel, unit, and the like) that must be continuously updated to keep the Code Files in GO -Live ready status. During this phase, the assigned TriTech Business Analyst will provide consultation services. Jote: Inform CAD DOLF is an event applicable to Inform CAD only. No other Systems or Subsystems will be demonstrated during this session. 7.3.5.1 TriTech Responsibilities a) Schedule the onsite DOLF meeting in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas to all required attendees a week prior to each meeting. e) Conduct the meetings based on the distributed agenda. d) Provide initial hands on training on the applicable system and introduction to different modules and their configurations. e) Review the maps for Inform CAD. 1) Introduce the Client to and begin documentation within the Inform CAD Subsystem Journal. g) Document and assign owners and due dates for any action items and track all action items to closure in the Inform CAD Subsystem Journal. h) Develop and deliver the "DOLF Report" which serves as an "as built" document describing the build of the system following the DOLE i) Handoff the management the Code Files to the Client. j) Provide the Client team with a copy of the Inform CAD User and Application Administration Guides. k) Prepare and submit a TCR. 7.3.5.2 Client Responsibilities a) Provide adequate facilities to hold the DOLF to include an overhead projector. Two projectors are preferred. DOLF also requires workstations for each participant. b) Provide subject matter experts that can examine the hierarchy build as articulated to the Business Analyst in terms of the agency structure. e) Provide subject matter experts that can examine the proposed call flow. These persons should have the ability to make decisions regarding any changes in call flow that may arise through the use of the new Subsystem. d) Provide participants that are versed with the ability to continue the configurations, or Code File build once ownership transfers. e) Provide participants that will be able to verify the agency's geopolitical/operational boundaries. f) Provide participants that were responsible for translating the geopolitical/operational boundaries into data (ESRI shape files) suitable for use within the Subsystem, and are able to validate those boundaries. ce Project Execution g) Provide participants that will be responsible for the maintenance of the agency's street centerline data. h) Assume ownership for the continued build and maintenance of the system under the guidance of the TriTech project team. i) Ensure participation of key stakeholders and decision -makers in the DOLF process. j) Observe the change control process for any requested software changes. It) Review and approve the content of the Inform CAD DOLF Report. 1) Review and approve the DOLF-related Inform CAD Subsystem Journal entries. m) Review and approve the applicable TCRs. Completion Criteria This task is considered complete when: (i) the Inform CAD DOLF has been completed; (ii) the DOLF report has been approved by the Client; (iii) the DOLF-related content of the Inform CAD Subsystem Journal has been reviewed and approved by the Client; (iv) the Client has received the Inform CAD User and Application Administration Guides; (v) Client has confirmed that code files designated as pre-DOLF and during-DOLF have been successfully installed into the Inform CAD. 7.3.6 Inform CAD Functional Acceptance Testing (FAT) TriTech and the Client will execute the Functional Acceptance Testing (FAT) of the Inform CAD, after DOLF and prior to User Training. This process is completed prior to Final Acceptance of the System. The purpose of the FAT is to test specific functionality of the CAD System and to formally document that the Inform CAD meets the required functionality according to the Purchase Agreement between the Client and TriTech. Since the focus of the Functional Acceptance Testing is the functionality of the System and not a validation of the Code Files, it is not necessary that all Code Files are built prior to conducting this test process. This Functional Test process consists of running a number of tests designed to verify the functionality of the Inform CAD. The Functional Acceptance Tests are performed based upon standard TriTech FAT documents that have a standard content and format. The standard TriTech FAT documents will be submitted to the Client for review and approval prior to testing. Additional test cases will be created by Client and provided to TriTech for review and inclusion in the testing. Before the FAT is administered, the Client and TriTech must sign -off on the receipt of the final FAT documents and verify that these tests will be used of validation of the System functionality for Pre - Production FAT and as a component of Software Acceptance. After delivery of the Inform CAD system to the Client's site and completion of DOLT, a TriTech Business Analyst and the Client will conduct the FAT on the Client's Inform CAD system, at the Client site and on the Client System hardware. The purpose of this process is to validate that Inform CAD features are working correctly per Standard System functionality as described in the TAT documents. The testing will be fully completed and problems with individual tests will be documented, if applicable. This process tests Inform CAD features as installed and configured at the Client site, therefore it is important that this process is executed early within the implementation cycle so that any issues discovered may be resolved. TriTech will not train the Client's end users until the Inform CAD has passed the FAT. Once the FAT has been successfully completed the Client's Inform CAD system will have been considered to have completed Pre -Production FAT (see note below). A TCR will be submitted that affirms that the Inform CAD has passed this test. Upon completion of FAT, the Client and TriTech will review the list of 31 FAT failures (if any), perform an assessment of the errors, and determine the timeline for remedying the issues (pre versus post Go Live). TriTech will repeat any failed FAT test following the correction of any issues which has caused the test to fail. A full retest of the System may not be conducted to verify the FAT exceptions. Although a full retest of the system may not be required to verify the FAT exceptions, related functionality may be tested to verify that the system, as a whole, has not been negatively affected by the correction(s). not constitute Final System Acceptance. 7.3.6.1 TriTech Responsibilities a) Deliver TriTech's standard FAT documents to Client for review no later than four weeks prior to conducting the FAT. b) Provide a TCR to the Client documenting the delivery of the FAT documents. c) Assist the Client in conducting FAT based upon the FAT documents. d) Identify and document any issues and exceptions discovered during the testing. e) Upon successful completion of the FAT, provide a TCR to the Client, to be reviewed and if approved; signed and returned to TriTech. All FAT exceptions will be noted in the TCR. f) Schedule follow up testing for validation of any failures and exemptions to the FAT after such failures and exemptions have been resolved, and document the results. 7.3.6.2 Client Responsibilities a) ,Provide adequate facilities to execute the FAT. b) Provide supplemental tests to TriTech for review within 3 weeks of receiving the standard FAT documents. c) Review and approve the final FAT documents that have been delivered by TriTech in accordance with the Final Project Schedule. d) Participate in the FAT by providing operational subject matter experts that can perform the validation tests as well as individuals that can approve that the tests have passed. e) Assist TriTech in documenting FAT findings and results. f) Review and approve the applicable TCR. Completion Criteria This task is considered complete when, (i) the Inform CAD FAT is complete; (ii) Any test failures have been documented; (iii) TriTech has corrected test failures, or TriTech and the Client have reached a mutually - agreeable approach to resolving and correcting each failure. 0 Project Execution 7.3.7 Inform CAD Legacy Data Conversion TriTech will implement a structured methodology for Inform CAD data conversion. The Client is responsible for providing TriTech with extracted data in a format that can be used by TriTech for import. Formats suitable for import into can include Excel, MDB, CSV, and ODBC access from MS SQL. This Project provides the following Legacy data conversion services for Inform CAD: 1) CAD Premise Conversion 2) CAD Caution Notes Conversion The conversion of prior CAD data is a process that involves several steps. TriTech develops a data conversion plan to the Client detailing the data mapping between the legacy System and TriTech Inform CAD. During this phase of work, TriTech will work closely with the appropriate individuals from the Client to map each data element in each legacy application to the appropriate target data element in the Inform CAD databases and reflect this information in the data conversion plan. The scope of data conversion is limited to converting the CAD Premises and Caution notes. As long as the legacy data elements have a relevant counterpart in the target Inform CAD databases, TriTech can map the data and import it into the Inform CAD database structure. A small sub -set of the data will be initially converted and loaded to validate the process. Upon successful completion of this test, the Premise and Caution notes data will be converted and imported to the system. Final conversion will occur within 72 hours of Go Live. Additions to Premises and Caution notes in the old system, between the time of data conversion and Go Live will need to be manually entered to the new system. It is imperative that a member of the Client's staff be available to support the data conversion effort. Many operational questions will arise that depend on the data and operational expertise of the Client's staff. .Note: Legacy data conversion: will not include conversion of attachments to Premises or Historical Incidents into TriTech databases. 7.3.7.1 TriTech Responsibilities a) With assistance from the Client, define a data mapping approach for the legacy application. b) Work with the Client to plan the data migration and develop a data conversion plan. c) Complete the data conversion for Premises and CAD Caution Notes. d) Prepare and submit a TCR upon completion of the initial data conversion (Pre -Go Live). e) Prepare and submit a TCR upon completion of the final data conversion (Post -Go Live). Note: TriTecb does not perform data scrubbing or cleaning on the Client's legacy data. 7.3.7.2 Client Responsibilities a) Identify all legacy applications containing data that must be migrated to the new System. b) Extract the entire data and provide it to TriTech based on the requirements defined in the task description. 33 c) Perform any data cleaning and modification activities that maybe necessary prior to conversion of the legacy data into Inform CAD. d) Assist TriTech in defining a data mapping for each legacy application by providing the following: o Legacy application software architecture (operating system; application software; database management system). o Database schema (if data resides in a DBMS) or file layouts (if data resides in flat file formats). o Data definition for each data element (data format, description of data field use, etc.). o Data relationships between data files and data elements. e) Obtain cooperation from any third party vendors for the legacy application that may have an impact on the data conversion process. f) Perform validation for the data conversion. g) Review and approve the applicable TCRs. converted data is the responsibility of the Client. Completion Criteria This task is complete when the Premises and CAD Caution Notes data has been converted and Client has validated the conversion. 7.3.8 Inform CAD Training Inform CAD Training classes are conducted based on the quantities specified in the Purchase Agreement. These classes are conducted on consecutive days and weekdays during variable hours (Tuesday -Friday). TriTech and the Client will work together to accommodate occasional Monday classes. The training classes related to Inform CAD and its subsystems are classified into three groups: a) Classes that are dependent upon specific Client configurations and requirements; therefore they are only conducted on the Client System after completion of the Functional Acceptance Test (FAT) and in preparation of Go Live. Inform CAD Call Taker/Dispatcher User Training Course is an example of these classes. b) Classes such as GISLink that are delivered to a specialized group within the Client's team during the course of the Project to assist them with implementation and maintenance of the System on a routine basis. e) Classes such as System Administration Training and CAD API Training that are not dependent upon individual Client configurations and are generic in nature. These classes are held at TriTech facilities based on a regular schedule, and are offered to attendees from different agencies. A detailed description of these classes is provided below. 34 Project Execution 7.3.8.1 TriTech Responsibilities (for all Inform CAD training activities) a) Conduct a training orientation between the assigned TriTech Training personnel and the designated Client representative. The objective of this session is to define the curriculum for the Training, based on the configurations of the Subsystem. b) Conduct the training in increments of one (1), eight (8) hour days. e) Provide feedback to Client Supervision as to the progress of the students. d) For the Training classes that are held at TriTech, provide adequate training facilities and equipment. e) Prepare and submit a TCR upon completion of each class or group of consecutive classes. 7.3.8.2 Client Responsibilities (for all Inform CAD training activities) a) Participate with the training orientation by providing a decision maker that can articulate the specific business practices that have been used in guiding the build of the Client's System. b) Provide facilities for the execution of the training to include adequate seating for each workstation and an overhead projector. e) Provide a supervisor for each class that can answer agency specific questions as related to the build of the Client's system. d) Review and approve the applicable TCRs. 7.3.8.3 Inform CAD Call Taker/Dispatcher User Training Course (Client site) The Inform CAD User Training course is a four (4) day class, and training days are a maximum of eight (8) hours in length. Prior to training, TriTech will hold a training orientation to develop an Inform CAD training plan for the Client. This plan will take into consideration the setup of the System. The training orientation should be held between TriTech Training personnel and designated Client personnel. Client personnel should include person(s) who can articulate the specific Client business processes related to configuration of the Client's System. TriTech Training personnel will tailor the training curriculum to include those business practices where applicable. Given that questions may arise for specific agency procedures during the course of the training, TriTech recommends that the Client have a supervisor present at each training class. Ideally, this supervisor would have participated in the implementation process. Training classes will ideally start on a Tuesday, and end on Friday. The number of students attending the User Training course will be limited to ten (10) students per class. This class will be held at the Client's site. 7.3.8.4 Inform CAD Dispatch Supervisor Training (Client site) The Inform CAD Dispatch Supervisor Training class has been designed as a five (5) day class that includes a four (4) day Inform CAD Call Taker/Dispatcher User Training followed by a one (1) day Inform CAD Supervisor training. This class is designed for the Dispatch Supervisors with the goal of preparing them to support the users after Go Live by answering their questions and addressing post -Go Live common problems. This class will include topics such as PowerLine configuration, Premise building and maintenance, Personnel maintenance, Vehicle Manager, and other areas that may require assistance from the supervisors. This class is recommended only for the supervisors. Ideally, this class will start on a Monday, and end on a Friday, and the class size will be limited to ten (10) students. 7.3.8.5 Inform CAD Train -the -Trainer (Client site) The focus of this three (3) day course is to prepare selected Client personnel to train new dispatch and administrative personnel in the use of Inform CAD. Attendees will learn to apply principles of adult learning 35 such as non-verbal communication skills, presentation skills, methods of delivery and objective writing skills. The goal is to prepare these personnel to apply TriTech's concepts of training. The course does not include Inform CAD user training for the participants. Prior to attending this class the participants must attend an Inform CAD Call Taker/Dispatcher User Training Course. Training classes will start on a Tuesday, and end on Thursday. The number of students attending the User Training course will be limited to five (5) students per class. This class will be held at the Client's site. The Client is responsible for providing adequate training facilities, including a conference room with adequate space and seating/conference table space, white board, and computer projector (capable of 1024x768 resolution). Prerequisites: Completion of the Inform CAD Call Taker/Dispatcher User Training Course 7.3.8.6 Inform CAD End User Follow Up Training (Client site) The purpose of this three (3) day follow-up training is to refresh the Client's skill level with the operation of Inform CAD. This is typically conducted port Go -Live. Prior to the course, TriTech Training personnel will consult with the Client as to the specific areas of the Inform CAD for which the Client requires enhanced and/or revisited training. Training classes will start on a Tuesday, and end on Thursday. The number of students attending the User Training course will be limited to ten (10) students per class. This class will be held at the Client's site. The Client is responsible for providing adequate training facilities, including a conference room with adequate space and seating/conference table space, white board, projector, and computer projector (capable of 1024068 resolution). Prerequisites: Completion of Inform CAD Dispatcher/Call Taker User Training. 7.3.8.7 Inform CAD Code File Management Training (Client Site) The focus of this three (3) day course is to prepare selected Client personnel to manage Inform CAD Code Files using Inform CAD utilities. Students will learn how the Code Files interact within the System and how to make necessary changes. This includes evaluating their current set up and options to optimize their System. TriTech strongly recommends that a test or training system be used for this course. Training classes will start on a Tuesday, and end on Thursday. The number of students attending the User Training course will be limited to ten (10) students per class. This class will be held at the Client's site. The Client is responsible for providing adequate training facilities, including a conference room with adequate space and seating/conference table space, white board, projector, and computer projector (capable of 1024068 resolution). 7.3.8.8 Inform CAD System Administration Training (TriTech Site) The System Administration Training course provides an overall administrative perspective of the system including operating system and database management software and equipment components. This comprehensive 4-5 day course is held at TriTech headquarters, and trains System Administrators and staff members on how to set up and administer infrastructure configurations for the Client -configured Inform CAD System. The class will also provide attendees with sufficient skills to perform system maintenance manage and monitor interfaces, manage system operation and database settings for application support, maintenance and backup, and general troubleshooting skills. i Project Execution Attendance of the Client -designated individuals should be coordinated and schedided through TriTech's Project Manager and should be coordinated in such a way that does not interfere with progress of the Project. System Administration classes are held regularly in TriTech's training facility in San Diego and may have attendees registered from agencies other than the Client. Training classes start on a Monday and end on Friday. The number of attendees will be based on the number of seats that have been purchased by the Client. If more than one seat is purchased by the Client, the Client has the option to send their attendees to one class or different classes. Prerequisites: Basic Windows and SQL Server knowledge No other deliverables or follow up activities, including creating special material or applications for the Client, are included within the scope of this class. 7.4 Implementation of Inform Mobile 7.4.1 Inform Mobile System Orientation The Inform Mobile Inform Mobile System Orientation is conducted by a TriTech Inform Mobile Business Analyst. Inform Mobile is an Inform CAD -Integrated System, meaning that a significant amount of mobile functionality is dependent upon CAD functions as well as the configuration of the Client's Inform CAD system. Given this interdependency, the Inform Mobile Inform Mobile System Orientation generally will follow Inform CAD Inform Mobile System Orientation. During the Inform Mobile Inform Mobile System Orientation, the Business Analyst will give a demonstration of the Mobile product. It is suggested that Client personnel who will be responsible for facilitating Mobile end user training should also take part in the configuration of Mobile. The TriTech Business Analyst will document the Client's configuration options in a Configuration worksheet which will be presented to the Client team for review and approval prior at least two weeks prior to configuring the application. 7.4.1.1 TriTech Responsibilities a) Schedule the Inform Mobile Inform Mobile System Orientation meeting in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two weeks prior to each meeting. c) Conduct the meetings based on the distributed agenda. d) Document the Client's requirements and configuration specifications resulting from the Inform Mobile System Orientation within the configuration document. e) Document and assign owners and due dates to any action items and track all action items to closure. f) Complete the configuration worksheets and deliver to the Client for review and approval. g) Produce an Inform Mobile System Orientation Report wits, the key decisions and configuration points as a result of the System Orientation. Review the draft report with the Client and incorporate modifications. 7.4.1.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the Inform Mobile System Orientation to include a computer projector, whiteboards, and adequate seating. Two projectors are preferred. b) Provide communications center and field representatives authorized to make decisions with regard to the interrelationship between Mobile use and dispatcher control functions such as status updates; traffic stops and the like. 37 c) Provide subject matter experts that can describe operational requirements of field users. d) Provide a subject matter expert for Mobile WAN connectivity, firewall and network configuration and in -vehicle computer hardware. e) Ensure that requested information such as data elements necessary to begin the Subsystem build are provided in accordance with the Project Schedule. f) Upon receiving the Mobile configuration worksheet, review and provide approval, or any necessary changes. g) Review TriTech's Inform Mobile System Orientation Report and provide edits as appropriate. h) Review and approve the applicable TCRs. Completion Criteria This task is considered complete when (i) the Inform Mobile System Orientation has been completed; (ii) TriTech and Client mutually agree to the content of the Inform CAD System Orientation Report; (iii) Client has reviewed and approved TriTech's Inform Mobile System configuration document. 7.4.2 Inform Mobile Configuration TriTech Mobile Business Analyst will configure the Mobile based upon the options that have been documented in the Mobile configuration worksheet, once the servers have been installed at the Client site. The Business Analyst will also use these configurations for preparing the FAT document. These activities will be performed remotely. 7.4.3 Inform Mobile Functional Acceptance Testing (FAT) Inform Mobile Functional Acceptance Testing (FAT) follows a similar approach as described under Inform CAD. A Mobile Business Analyst performs the FAT with the Client, prior to Train -the -Trainer. This process will be based on the standard TriTech FAT docurents. The FAT documents have a standard content and format. The standard TriTech FAT documents will be sent to the Client for review prior to conducting the tests. The FAT results are documented in a TCR for verification and approval by the Client. TriTech will repeat any failed FAT tests following the correction of any issues which has caused the test to fail. 7.4.3.1 TriTech Responsibilities a) Deliver TriTech's standard FAT documents to the Client no later than two weeks prior to conducting the FAT. b) Provide a TCR to the Client to approve the receipt of the FAT documents. c) Install at least one Mobile client (device) to conduct the FAT. d) Assist the Client in conducting the FAT in accordance with the FAT documents. e) Identify and document any issues discovered during the FAT. f) Prepare and submit a TCR upon completion of FAT, documenting any exceptions to the FAT. 7.4.3.2 Client Responsibilities a) Work toward the timely completion of all predecessor tasks to include the base system installation. b) Provide adequate facilities to execute the FAT. c) Participate in the FAT by providing operational subject matter experts. d) Assist TriTech in documenting FAT findings and results. e) ,Review and approve the applicable TCRs. 38 Project Execution 7.4.4 Inform Mobile Training Inform Mobile Training classes are conducted based on the quantities that are specified in the Purchase Agreement. These classes are conducted on consecutive days, on the weekdays during business hours (Tuesday -Friday, during business hours). Alternate training schedules (multiple classes per day, evening, and weekend classes) will be subject to additional charge. Training classes will only be delivered after the FAT have been completed and the results are documented in a TCR. Typically TriTech trains a small group of the trainers from the Client field users, and that group completes training the balance of the field users. A detailed description of these classes is provided below. 7.4.4.1 TriTech Responsibilities a) Schedule an Integration Testing with the Client. b) Assist the Client in preparing test scenarios that can be used during this test and closely simulates the normal Client's call flow. e) Prepare and submit a TCR to the Client documenting the tests that will be used for Integration Testing. d) Participate in the Integration Testing with the Client. e) Prepare and submit TCRs upon successful completion of the Integration Testing. 7.4.4.2 Client Responsibilities a) Provide test scenarios that closely simulate the Client's normal call flow. b) Participate in conducting the Integration Testing. c) Review and approve the applicable TCRs. 7.4.4.3 Inform Mobile Administration Course Mobile Administration training is a hands-on course provided by experienced trainers who have both training and public safety experience. This half ('/z) day course prepares the Mobile Administrator to configure and maintain the Mobile Server and Mobile Interface(s). The course is set for one (1) or two (2) students. Access to the Mobile Server and Interface(s) is required. During this process TriTech Business Analyst/System Engineer will instruct the client on installation of Mobile Clients and provides assistance for installation of up to five (5) Mobile devices. The Client will be responsible for installation of the balance of Mobile devices. The course includes the operation of the Mobile system including custornization of specific screen layouts, Active & Waiting Incident Queue, Unit Queue, and agency -specific screens. Training classes will be conducted between Tuesday and Friday. The number of students attending the User Training course will be limited to two (2) students per class. Prerequisites: Knowledge of: 1) HTM;L/XML, CSS, and JavaScript 2) SQL, especially views, stored procedures, and database schema; and 3) Standard CPS protocol (TAIP and NMEA) 7.44.4 Inform Mobile Train -the -Trainer Course Mobile Train -the -Trainer training is a hands-on course provided by experienced trainers who have both training and public safety experience. The course prepares personnel to use Inform Mobile and teach others how to use Inform Mobile. The course can accommodate up to eight (8) students with working and configured Mobile devices. It is desirable that each participant have their own configured Mobile device. The course includes user operation including starting and stopping the application, updates, screen layouts, messaging, status changes, mobile maps, incident assignments and incident updates. Hands-on training and 39 agency scenarios may vary by Agency. The duration of this class may be between four and six (4-6) hours. Training classes will be held between Tuesday, and Friday. The number of students attending the User Training course will be limited to eight (8) students per class. This class will be held at the Client's site. The Client is responsible for providing adequate training facilities, including a conference room with adequate space and seating/conference table space, white board, projector, and computer projector (capable of 1024068 resolution). :Prerequisites; Completion of a Microsoft Windows Tutorial (this may be waived upon demonstrated ability to work with Windows), typing skills of a minimum of 25 words/nvnute and Mobile field user experience. 7.5 Integration Testing of Inform CAD, Mobile and Interfaces Once the FAT is concluded for all Subsystems (Inform CAD, Mobile and each of the CAD interfaces) and in preparation for Go Live, TriTech and the Client will conduct a one day Integration Testing. The Integration testing will be conducted based on scenarios, jointly developed and agreed upon by the Client and TriTech that test the call flow from the call creation to disposition in CAD, These scenarios include the Inform CAD and Interfaces that can be tested in the pre -production environment and are scheduled to Go Live at the same time:. A small group of the Client staff ('1-2 dispatchers and 1-2 Mobile field users) should participate in this test with TriTecli. TriTech will work with the Client on defining a set of test scenarios that test the system based on the Client's practices. It is recommended that the Client utilize sample calls from thew legacy System. These scenarios must be signed off prior to commencement of the integration testing. 7.6 Implementation of Inform RMS Inform RMS is implemented through a series of standard steps and process gates. These steps are designed to ensure that the operational needs of the Client are identified, the configurations are verified, and the system is tested to validate the proper functionality of the system prior to deployment. The following sections describe the implementation process for Inform RMS. Certain steps in the implementation of the Inform RMS and FBR may need to be sequenced differently, be performed in phases, or be repeated to accommodate the evolution of the Web product. The Parties will review and discuss these steps jointly and incorporate them into the Project Schedule. 7.6.9 Inform RMS System Orientation The Inform RMS System Orientation is conducted at the Client's site and led by a TriTech Business Analyst. The duration of the Inform RMS System Orientation is generally between 3 to 4 days and includes a Business Process Review of the Client's operations. Inform RMS System. Orientation Some key discovery points for the Inform RMS System Orientation are as follows: a) Work Flow — Understanding the setup for work flow processes from the field report to the State Submission. This may include time observing Departmental Divisions (such as Records Staff, Investigation, Property and Evidence, and the like) and Ride-Alongs with field units. b) Review reporting requirements (reporting segmentation and the like). c) Event numbering (Incidents) including master incident numbers and case numbers. It is recommended that the number of attendees in the Inform RMS System Orientation is limited to 1, 5 to allow for more effective communication during the session. Based on the key discovery points during this m Project Execution session, it is necessary that the attendees include individuals who can properly address these key points and make configuration decisions. During the Inform RMS System Orientation session the Business Analyst will facilitate an operational review of Inform RMS by demonstrating functionality and start gathering the configuration information. At least two weeks in advance of the orientation, TriTech will provide a System Module Setup worksheet (SMS) and other reference material will be provided to the Client to assist in gathering the required Code Files. Information that cannot be produced during the meeting must be sent to TriTech as specified by the mutually agreed upon schedule. Note: The Client's provision of Code File information is an early Project checkpoint. Remote Web sessions will be scheduled as a follow up to Inform RMS System Orientation to guide the Client through the Code File data collection process. 7.6.1.1 TriTech Responsibilities a) Schedule the Inform RMS System Orientation meeting in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion two weeks prior to each meeting. e) Conduct the meetings based on the distributed agenda. d) Document the Client's requirements and configuration specifications resulting from the Inform RMS System Orientation within the system module setup. e) Send the System Module Setup worksheet (SMS) and other reference material to the Client at least two weeks prior to the scheduled orientation. f) Document and assign owners and due dates to any action items and track all action items to closure. g) Schedule Remote Web sessions as a follow up to Inform RMS System Orientation to guide the Client through the Code File data collection process. h) Produce an Inform RMS Inform RMS System Orientation Report with the key decisions and configuration points as a result of the Inform RMS System Orientation. Review the draft report with the Client and incorporate modifications. i) Prepare and submit a TCR upon completion of relevant activities. 7.6.1.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the Inform RMS Inform RMS System Orientation to include a computer projector, whiteboards, and adequate seating. Two projectors are preferred. b) Ensure participation of key stakeholders and decision -makers in the Inform RMS System Orientation process. e) Provide subject matter experts that can explain the agency's current work flow and application processes. These persons should have the ability to make decisions regarding any changes in work flow that may arise through the use of the new Inform RMS System. d) Provide subj ect matter experts with the ability to gather and provide the data elements used to build Code Files to TriTech. 41 e) Provide subject matter experts that will be the RMS super users, as well as a person or persons that will be responsible for the ongoing maintenance of the RMS Code Files and configuration (RMS Administrator). f) Provide subject matter experts that will be responsible for translating the geopolitical/operational boundaries into data (ESRI shape files) suitable for use within the RMS. g) Provide subject matter experts that will be responsible for the maintenance of the agency's street centerline data. h) Provide subject matter experts that can provide information on technical Systems (Interfaces and Hardware/Network/Applications). i) Review TriTech's Inform RMS System Orientation Report and provide edits as appropriate. j) Review and approve applicable TCRs. Completion Criteria This task is considered complete when (i) the Inform RMS System Orientation has been completed; (ii) TriTech has provided the Client with the initial System Module Setup ISMS), including identified follow tip assignments; and (iii) TriTech and Client mutually agree to the content of the Inform RMS System Orientation Report. 7.6.2 Inform RMS Base System Code File Entry After completion of the Inform RMS System Orientation and receiving requested pre-DOLF data from the Client, the assigned TriTech Business Analyst will start and supervise the initial Code File building process. The Business Analyst also configures Inform RMS Central Configuration as defined in the System Orientation. The Client will be actively involved in the Code File configuration process through conference calls and remote web sessions. TriTech will deliver the Inform RMS System with UCR Codes. The Code file build will include RMS User Personnel, Property Locations, and Violation Codes. Note: It is the responsibility of the client to complete the UCR mapping to the violation codes. Validation through the DOLF process allows for the initial Code File setup while limiting the risk of rework. This task is considered to have been completed when the Business Analyst has demonstrated the setup of RMS User Personnel, Property Locations, and Violation Codes, 7.6.2.1 TriTech Responsibilities a) Monitor and evaluate Code File submitted by the Client and provide guidance as needed. b) Conduct one or more web meetings to validate the completeness and applicability of Client submitted Code File information, prior to initiating the Code file entry. c) Facilitate updates to the System Module Setup (SMS) building sheet. d) Prepare and submit a TCR to confirm the delivery of the SMS worksheet by the Client. 7.6.2.2 Client Responsibilities a) Provide timely input and updates to the SMS sheet to support the Code File building timelines. b) Participate in the Code File validation conference call. c) Continue building the System Code Files (those not built by TriTech) after DOLF. 42 Project Execution d) Review and approve applicable TCRs. 7.6.3 Inform RMS Demonstration of Licensed Functionality (DOLF) Once the initial Code File and configuration phase is complete and RMS is installed at the Client site, a Demonstration of Licensed Functionality (DOLF) is conducted. This working meeting includes a review of the preliminary Code Files and configuration and hands-on training on software utilities for completing the Code File build and on -going Code File management. The DOLF for Inform RMS will be 3 days and will be held at the Client's facilities, and on the Client's system hardware, after it has been configured by TriTech. Client will be responsible for supplying the requested data to TriTech no later than four (4) weeks prior to DOLF to allow sufficient configuration time. The data will be requested as a follow up to the System Orientation for Inform RMS. Participants include key members of TriTech's implementation team and should not generally exceed ten (10) core members of the Client's implementation team. The Client's team should include RMS Central and Local Administrators. At the conclusion of the session, a DOLT report is produced which documents the core software configuration, Code Files, and activities to be completed by the Client. Any issues that require follow-up action, including any outstanding Go Live issues will be documented in the applicable Project journal. Any issues that require follow-up action, including any outstanding Go Live issues will be documented in the applicable Project journal. Guidance on configuring additional Code Files will be provided during the DOLE Following the DOLE process, ownership of Code Files transfers to the Client. Post DOLT, the Client will enter the balance of the Code Files (not built by TriTech). The Client also becomes responsible for maintaining Code Files (personnel, Violation Codes, Property Locations, and the like) that must be continuously updated to keep the Code Files in GO -Live ready status. During this phase, the assigned TriTech Business Analyst will provide consultation services. Note: Inform RMS DOLE is an event applicable to Inform RMS only. No other Systems or Subsystems will be demonstrated during this session. 7.6.3.1 TriTech Responsibilities a) Schedule the onsite DOLF meeting in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas to all required attendees a week prior to each meeting. c) Conduct the meetings based on the distributed agenda. d) Provide initial hands on training on the applicable system and introduction to different modules and their configurations. e) Introduce the Client to, and begin documentation within the Subsystem Journal. t) Document and assign owners and due dates for any action items and track all action items to closure. g) Develop and deliver the "DOLE Report" which serves as an "as built" document describing the build of the system following the DOLF. h) Handoff the management of mutually -agreed upon select Code Files to the Client. i) ,Provide the Client team with a copy of the Inform RMS User and Administration Guides. 43 j) Prepare and submit a TCR. 7.6.3.2 Client Responsibilities a) Provide adequate facilities to hold the DOLE to include an overhead projector. Two projectors are preferred. DOLF also requires workstations for each participant. b) Ensure complete participation of Central and Local Inform RMS Administrators for the purposes of reviewing the RMS configuration as -built. c) Provide participants that are versed with the ability to continue the configurations, or Code File build once ownership transfers. d) Assume ownership for the continued build and maintenance of the system under the guidance of the TriTech project team. e) Ensure participation of key stakeholders and decision -makers in the DOLF process. f) Observe the change control process for any requested software changes. g) Review and approve the applicable TCRs. h) Review and approve the content of the Inform RMS "DOLT Report". i) Review and approve the "Inform RMS Journal". Completion Criteria This task is considered complete when: (i) the Inform RMS DOLF has been completed; (ii) the DOLF Report has been approved by the Client; (iii) the DOLF related content of the RMS Subsystem journal has been reviewed and approved by the Client; (iv) the Client has received the Inform RMS User and Administration Guides; (v) Client has confirmed that code files designated as pre-DOLF and during-DOLF have been successfully installed into the Inforn RMS. 7.6.4 Inform RMS Workshop(s) After the Inform RMS DOLF has been completed, the TriTech project team will conduct an Inform RMS workshop session at the Client site. This session is intended to be an extension to the Inform RMS DOLF for more complex implementations and multi-j urisdictional agencies as specified in the contract. 7.6.4.1 TriTech Responsibilities a) Schedule the Inform RMS Workshop in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two weeks prior to each meeting. e) Conduct the meetings based on the distributed agenda. d) Prepare and submit a TCR upon completion of the workshop. 7.6.4.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the training activities. b) Ensure participation of the appropriate personnel. c) Continue the code file building activities after completion of this training. d) Review and approve the applicable TCR. 44 Project Execution 7.6.5 Inform RMS Functional Acceptance Testing (FAT) Inform RMS Functional Acceptance Testing follows a standard content, approach and format. An Inform RMS Business Analyst performs the acceptance testing with the Client, prior to the start of End User Training. This process will be based on the standard TriTech FAT documents. The FAT documents have a standard content and format. The standard TriTech FAT documents will be sent to the Client for review prior to conducting the tests. The Client may supplement these standard FAT documents with additional cases developed by the Client. These additional tests must be submitted to TriTech no later than three weeks prior to FAT to TriTech for review and approval. FAT results are documented in a TCR for verification and approval by the Client. Upon completion of FAT, the Client and TriTech will review the list of FAT failures (if any), and perform an assessment of the errors and determine the timeline for remedying the issues (pre versus post Go Live). TriTech will repeat any specific failed FAT tests following the correction of any issues which has caused the test to fail. This process will not include a repeat of the entire tests. 7.6.5.1 TriTech Responsibilities a) Deliver TriTech's standard FAT documents to the Client no later than four weeks prior to conducting the FAT. b) Provide a TCR to the Client to approve the receipt of the FAT documents. c) Assist the Client in conducting the FAT in accordance with FAT documents. d) Identify and document any issues and exceptions discovered during the FAT. e) Upon successful completion of FAT prepare and submit a TCR to the Client, to be reviewed and approved, signed and returned to TriTech. f) Schedule follow up testing for validation of any exceptions to the FAT after such exceptions have been resolved, and document the results. 7.6.5.2 Client Responsibilities a) Work toward the timely completion of all predecessor tasks to include the base code table entry and configuration. b) Provide adequate facilities to execute the FAT. e) Provide supplemental tests to TriTech for review within 3 weeks of receiving the standard FAT documents. d) Review and approve the final FAT documents that have been delivered by TriTech in accordance with the Final Project Schedule. e) Participate in the FAT by providing operational subject matter experts. t) Assist TriTech in documenting FAT findings and results. g) Review and approve the appropriate TCRs. Completion Criteria This task is considered complete when, (i) the Inform RMS Preliminary Functional Acceptance Test is complete; (ii) Any test failures have been documented; (iii) TriTech has corrected test failures, or TriTech and the Client have reached a mutually -agreeable approach to resolving and correcting each failure. 45 7.6.6 Inform RMS Data Conversion This Project includes Evidence Data Conversion services for Inform RMS. The details of this conversion effort is described in the following section: 7.6.6.1 Evidence Data Conversion The evidence data conversion, is a multi -step process, which results in the conversion of the Client's legacy evidence data into the Inform RMS Evidence module. In addition to Evidence item data, TriTech will provide a one-time import of physical property item data that is currently stored in the Property and Evidence Facility managed by the Client. Property items that are not actually Evidence, but are otherwise in possession of the Client, will be included as part of this conversion. An Evidence conversion is intended to handle the physical property items stored in a managed Evidence Room or other controlled temporary locations. It is possible to use this module to track property on hand that is not actually Evidence associated with some case, but rather items that have been found or are being kept for safekeeping. These could show up in Inform RMS in the Evidence module alongside actual items of evidence. The only thing that would differentiate between them would be some status flag that might say "Evidence", "Found" or "Held", for example. An item in the Evidence module can be associated with a specific Case. However, in an Evidence conversion only the Case Number is brought into the data associated with an item. No other specific Case information is converted. This would require a User to already know a Case by its number in order to locate an Evidence or Property item that is associated with it. There are other types of property, of interest to the department that would not be handled by an Evidence conversion. In particular, items that were stolen but not yet recovered, items that were pawned, guns or vehicles, etc. not in the possession of the Client, are not covered by an Evidence Conversion. In short, only items that are in the possession of and stored by the department would be included. When the user uses the Inform RMS Evidence module to manage their Evidence Room, they usually rely on a built-in feature that can produce a "Chain of Custody" report. This report lists an unbroken record of where the item has been (by location) from the time it was checked in up until its current location or its final disposition. This is often used when evidence is brought into a Court case. In our experience, Client data is seldom complete or accurate enough to produce a reliable Chain of Custody in the fashion of Inform RMS. For the propose of this Project, TriTech and the Client will apply commercially reasonable effort to convert the Chain of Custody data, if the Client is able to provide the data with a high level of integrity in a manner that is usable by Inform RMS Software. In order to determine the data integrity and suitability of the Chain of Custody data for conversion, TriTech will perform a review (up to 8 hours) of the data and if it is determined that the data is not suitable for conversion, such conversion will not be performed. Prior to this review and data submission, TriTech will provide the Client with in about common errors related to the Chain of Custody data. In lieu of converting the Chain of Custody data, TriTech will create a section in Inform RMS Narrative Report that shows all the raw data from the Client showing all transactions and movements that they kept in their legacy system, in a narrative format which can be titled specifically for ease of search. This data does not appear in the Inform RMS built-in report, but may be retrieved through creation of custom reports by the Client. Parties mutually acknowledge that the accuracy and completeness of the source data is the sole responsibility of the Client. This process requires the Client to extract a complete set of data for analysis and provide it to TriTech in a Microsoft SQL Database. The Client will provide at least one initial extract of RMS data for TriTech testing purposes, plus one final extract. All images and objects desired to be converted shall be included in the initial and final extraction. The Client must perform any necessary "data scrubbing" of their source data prior to m Project Execution delivery to TriTech. TriTech will assume that all data delivered is legitimate to use in the Data Conversions, and will begin their analysis upon receipt of the legacy data. If the Client chooses to rename storage locations they used in the legacy system they must produce a list of such changes. Similarly, if the Client creates new and different status codes, property description codes, or similar, the Client also needs to provide those to TriTech. The process of analysis and data mapping will require collaboration between TriTech and the Client, and it is necessary for the Client to provide subject matter experts to TriTech to answer any questions that arise during the data mapping and conversion process. It is also required that the Client supply a data dictionary defining all of the data items that are to be included the data conversions. This must be in a machine-readable (i.e. no scanned copies, pdfs, etc.) TriTech and the Client will collaborate to develop the criteria to be used for Master Name resolution of duplicate names. As part of the data mapping exercise, the Client will manually enter a minimum of 3 representative records into each module to be included as part of the Data Conversion. The data used for entry must be included and identified in the initial data extraction supplied to TriTech. A TriTech Business Analyst will assist with this task. Once the Client has completed the sample data entry, they will supply TriTech with a backup of the Inform RMS database plus screen shots of all forms used for this sample data entry. TriTech will further annotate these screen shots and include them in the Operational Scenario Document that TriTech will generate. The results of TriTech's analysis of the data and data mapping will be documented in an OSD, and will be provided to the Client for review and approval prior to creating the conversion scripts. TriTech will map only those fields from the Client's legacy database into the appropriate Inform RMS database module where there is a strong correlation of data type and data use between the two systems. All pertinent legacy data from each module in the Client's legacy database will be captured in a text narrative and attached to the appropriate parent record in the Inform RMS database. This narrative will be available to the user when viewing imported records in the TriTech product. In the event that the Client makes any modification to their original data in order to include it in an Inform RMS record, they must fully document the transformation process used. All transformations so supplied must be able to be implemented via scripts vs. "human -interpretive" processes. These include, but are not limited to names and addresses. Once imported, the Evidence, Evidence_ Items, Evidence_ Location, Evidence_ Cases, and Evidence Names data will be available in Inform RMS. TriTech will convert a sample set of the evidence data into the Inform RMS for the Client to review and test, and upon approval of the accuracy of the converted test data set, the entire data will be imported to the Inform RMS. The delta between the last data submission and the Go Live date will be converted and inserted into the Inform RMS post Go Live. T6.6.1.1 TriTech Responsibilities a) Perform an analysis of the legacy Evidence data, provided by the Client. b) Collaborate with the Client in defining the data mapping, as well the resolution of the duplicate names. e) Provide an Operational Scenario Document (OSD) prior to developing the scripts for the data conversions. d) Create the necessary scripts for the data transfer. e) Perform the initial data conversion and import for review by the Client. f) Perform the final data conversion and import into the Inform RMS. 47 7.6.6.1.2 Client Responsibilities Extract and scrub the legacy data, and deliver it to TriTech in SQL format within 30 days from the date of Inform RMS System Orientation. a) Provide a data dictionary to define all elements of the legacy data. b) Assist TriTech with data mapping exercise. e) Review, provide feedback and approve the OSD document prior to performing the data conversion. d) Review and approve (or provide feedback, detailing the required corrections) for the interim data conversion delivery within 10 days of receiving. e) Review and approve (or provide feedback, detailing the required corrections) the final data conversion delivery within 10 days of the final conversion. f) Provide a secure and reliable network connection. g) Review and approve the applicable TCRs. Completion Criteria: This task is complete when: i) TriTech has delivered the final converted Evidence data, housed within the TriTech Inform RMS; and ii) the Client and TriTech have developed a mutually agreeable plan for correcting any resolvable issues; and iii) corrective action has been undertaken by the appropriate Party, and mutually agreed upon. Note: : Me MV13:Laca wnversion errors uo nocincruue any mouuicaugns w one rnrorm mmo or FBR. The conversion will be limited to the fields that exist in the Standard RMS and FBR Software. 7.6.7 Inform RMS Training Inform RMS Training classes are conducted on consecutive weekdays (Tuesday -Friday) during business hours. Alternate training schedules (multiple classes per day, evening, and weekend classes) will be subject to additional charge. Training classes will only be delivered after the FAT has been completed and the results are documented. A detailed description of these classes is provided below: 7.6.7.1 TriTech Responsibilities (for all Inform RMS Classes) a) Conduct a training orientation via conference call between the assigned TriTech Training personnel and the designated Client representative. The objective of this session is to define the Training Schedule, based on the configurations of the Subsystem. b) Schedule the Inform RMS Training class(es) in accordance with the Client's availability and the Project Schedule. c) Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two weeks prior to each meeting. d) Develop and provide the Inform RMS Training Plan for all licensed product options to the Client. e) Conduct the training sessions) for the licensed product options on a mutually agreed to schedule. I) Prepare and submit a TC,R upon completion of each class, or a group of consecutive classes. 48 Project Execution 7.6.7.2 Client Responsibilities (for all Inform RMS Classes) a) Participate with the training orientation by providing a decision maker that can articulate the specific business practices that have been used in guiding the build of the Client's System. b) Provide facilities for the execution of the training to include adequate seating for each workstation and an overhead projector. c) Provide a Local RMS Administrator for each class that can answer agency specific questions as related to the build of the Client's system. d) Review and approve the applicable TCRs. 7.6.7.3 Inform RMS Core End User Training The Inform RMS Core End User Training is a hands-on course provided by TriTech's training specialists. This class will prepare the students to add, edit, and search crime report records easily and efficiently. The students will learn how to enter State Reportable UCR/NIBRS Reports. The student will also utilize the Inform RMS to enter or modify Arrest, Custody and Incident information. This class is recommended for all personnel responsible for the day to day records entry of, both miscellaneous and UCR/NIBRS Reports, as well as the personnel with the responsibility for entering and/or maintaining Arrest, Custody, and Incident. This three (3) day course prepares a core set of end users on Inform RMS. Training classes will ideally be conducted between Tuesday and Friday. The number of students attending the User Training course will be limited to no more than ten (10) students per class. Prerequisites: 1) Basic understanding of computers and the Microsoft Windows Environment. 2) Basic understanding of agency report taking/writing policies as they relate to the records section. 7.6.7.4 Inform RMS Report Writing Class The Inform RMS Report Writing Training is a hands-on course that will prepare students to run, modify, and create reports on data stored in Inform RMS. Students will learn how to run Canned Reports available in Inform RMS, as well as how to modify Canned Reports and create new Custom Reports using Crystal Reporting Services. This three (3) day class is recommended for all personnel that will utilize the provided reporting tools to extract data from the Inform RMS. Ideally, training classes will be conducted between Tuesday and Friday. The number of students attending the User Training course will be limited to no more than ten (10) students per class. Prerequisites: Completion of Inform RMS Training. 7.6.7.5 Inform RMS Module Training Inform RMS Module Training classes cover specific RMS Modules that will be utilized by the client and are limited to the quantities that are specified in the Purchase Agreement. Training classes will be conducted between Tuesday and Friday. The number of students attending each RMS Module Training course will be limited to no more than ten (10) students per class. Prerequisites: Completion of Inform RMS Module Training. 7.6.7.6 Inform RMS Train -The -Trainer Training The purpose of this Train the Trainer program is to allow agencies to have qualified staff available to train end users on the features and functionality of the Inform RMS product. Agencies designate personnel to receive TriTech instructor led training on how to properly train and work with the system. This allows agencies to train their own personnel using a systematic approach that has been developed by TriTech. This three (3) day course prepares a core set of to train end users on Inform RMS. W Prerequisites: 1) Attended the Inform RMS Core End User Training; 2) Daily user of the designated application module; 3) Classroom instruction experience and demonstrated presentation skills. 7.7 Implementation of Inform FBR Inform FBR is implemented through a series of standard steps and process gates. These steps are designed to ensure that the operational needs of the Client are identified, the configurations are verified, and the system is tested to validate the proper fimctionality of the system prior to deployment. The following sections describe the implementation process for Inform FBR. 7.7.1 Inform FBR System Orientation The Inform FBR System Orientation is conducted at the Client's site and led by a TriTech Business Analyst. The duration of the Inform RMS System Orientation is generally between 1-2 days and includes a Business Process Review of the Client's operations. This System Orientation can be conducted in conjunction with Inform RMS if purchased together. Some key discovery points for the Inform FBR System Orientation are as follows: a) Work Flow —Understanding the workflow processes for the field reports. This may include time observing Departmental Divisions such as Records Staff and Ride-Alongs with field units. b) Review reporting requirements (reporting segmentation and the like). c) Event numbering (Incidents) including master incident numbers and case numbers. It is recommended that the number of attendees in the System Orientation is limited to 10-15 to allow for more effective communication during the session. Based on the key discovery points during this session, it is necessary that the attendees include individuals who can properly address these key points and make configuration decisions. During the System Orientation session, the Business Analyst will facilitate an operational review of Inform FBR by demonstrating various System functionality and start gathering the configuration information. Due to the integration and sharing of Code Files with Inform RMS, a System Module Setup worksheet (SMS) will not be used with Inform FBR. This information will be collected through the Inform RMS System Module Setup (SMS) as needed. 7.7.1.1 TriTech Responsibilities a) Schedule the System Orientation meeting in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion two weeks prior to each meeting. e) Conduct the meetings based on the distributed agenda. d) Document the Client's requirements and configuration specifications resulting from the System Orientation discussions. 50 Project Execution e) Document and assign owners and due dates to any action items and track all action items to closure. f) Document any gaps between the standard functionality of the System and functionality required by the Purchase Agreement for further analysis and discussion and/or facilitate the change control process. Client requested changes for changes beyond the scope of the Purchase Agreement will be evaluated at this phase, but will have to be evaluated for the potential impact on the Project Schedule and for additional project charges to be paid by the Client. g) Produce a System Orientation Report with the key decisions and configuration points as a result of the System Orientation. h) Prepare and submit a TCR upon completion of relevant activities. 7.7.1.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the System Orientation to include a computer projector, whiteboards, and adequate seating. Two projectors are preferred. b) Ensure participation of key stakeholders and decision -makers in the System Orientation process. c) Provide subject matter experts that can explain the agency's current work flow and application processes. These persons should have the ability to make decisions regarding any changes in work flow that may arise through the use of the new Inform RMS System. d) Provide subject matter experts with the ability to gather and provide the data elements used to build Code Files to TriTech. e) Provide subject matter experts that will be the FBR Administrators, as well the RMS Administrators that will be responsible for the ongoing maintenance of the RMS Code Files and configuration (RMS Administrator) as they will need to understand how these work with FBR. f) Provide subject matter experts that can provide information on technical Systems (Interfaces and FIardware/NetworldAppli cati ons). g) Review and approve applicable TCRs. 7.7.2 Inform FBR Administration Training After the System Orientation, and once the System has been installed at the Client site the TriTech project team will conduct the Inform FBR Administration Training session at the Client site. The class will introduce the student to the administration responsibilities for implementation, configuration, and maintenance of the Inform FBR system. During this session a subset of the Client staff is trained on the proper configuration of the Inform FBR software. This training also instructs the designated Client personnel in methodology for creating the user registrations, establishing and assigning user roles in the Inform FBR System, creating report templates, and structuring FBR workflows. This class is recommended for the personnel responsible for the implenentation and administration of Inform FBR. In addition, any personnel responsible for policy related decisions as it relates to implementing Inform FBR should attend this class. The Inform FBR Administration Training is a one (1) day class and will ideally be conducted between Tuesday and Friday. The number of students attending the User Training course will be limited to no more than ten (10) students per class. Prerequisites: 1) Comprehensive understanding of the report workflow function within the agency. 2) Clear understanding of current departmental officer reporting procedures and policies for the agency, and how future policy changes that might be implemented with Inform FBR could improve overall efficiencies. 51 Note: The Inform FBR Administration Training is provided to a specialized group within the Client's team during the course of the Project to assist them with the initial implementation of the System, as well as the maintenance of the System on a routine basis. This training will be provided before conducting the FAT for Inform FBR.` 7.7.2.1 TriTech Responsibilities a) Schedule the Inform FBR Administration training in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two weeks prior to each meeting. c) Conduct the meetings based on the distributed agenda. d) Provide an electronic copy of Inform FBR user manuals e) Provide standard training sessions on the methodology for establishing user roles, creating templates, and structuring workflows in Inform FBR. f) Prepare and submit a TCR upon completion of the training. 7.7.2.2 Client Responsibilities a) Provide facilities to hold the training activities. b) Ensure participation of the appropriate personnel. e) Upon completion of training create personnel registrations, user roles, templates, and structure desired workflows in Inform FBR. d) Review and approve the applicable TCR. 7.7.3 Inform FBR System Configuration After successful completion of the Inform FBR Administration Training, the Client's Inform FBR Administration team will complete the configuration of Inform FBR user roles, users, workflows, and templates. 7.7.3.1 TriTech Responsibilities a) Be available to provide remote assistance and direction to the Client during the course of the configuration. b) Monitor the progress of this task to ensure timely completion of the configuration activities to support the Project timelines. 7.7.3.2 Client Responsibilities a) Complete the configuration of the production Inform FBR to support the Project timelines. b) If necessary consult with TriTech on any questions that may arise during the data entry and configuration activities. 7.7.4 Inform FBR Workshop After the Inform FBR Administration Training has been completed, the TriTech project team will conduct an Inform FBR workshop session at the Client site. This session is intended to be an extension to the Inform FBR Administration Training to provide the Client with more extensive training on more complex implementations. 52 Project Execution 7.7.4.1 TriTech Responsibilities a) Schedule the Inform FBR Workshop in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two w weeks prior to each meeting. e) Conduct the meetings based on the distributed agenda. d) Upon completion of the training send a TCR to the Client T7.4.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the training activities. b) Ensure participation of the appropriate personnel. e) Continue the configuration activities after completion of this training. d) Sign the appropriate TCR. 7.7.5 Inform FBR Functional Acceptance Testing (FAT) Inform FBR Functional Acceptance Testing follows a standard approach and format. An Inform FBR Business Analyst performs the acceptance testing with the Client, prior to the start of End User Training. This process will be based on the standard TriTech FAT documents. The FAT documents have a standard content and format. The standard TriTech FAT documents will be sent to the Client for review prior to conducting the tests. The FAT results are documented in a TCR for verification and approval by the Client. Upon completion of FAT, the Client and TriTech will review the list of FAT failures (if any), and perform an assessment of the errors and determine the timeline for remedying the issues (pre versus post Go Live). TriTech will repeat any specific failed FAT tests following the correction of any issues which has caused the test to fail. This process will not include a repeat of the entire tests. 7.7.5.1 TriTech Responsibilities a) Deliver TriTech's standard FAT documents to the Client for review no later than two weeks prior to conducting the FAT. b) Provide a TCR to the Client to approve the receipt of the FAT documents. c) Assist the Client in conducting the FAT in accordance with FAT documents. d) Identify and document any issues discovered during the FAT. e) Upon successful completion of the FAT, provide a TCR to the Client, to be reviewed and if approved; signed and returned to TriTech. All FAT exceptions will be noted in the TCR. f) Schedule follow up testing for validation of any failures and exemptions to the FAT after such failures and exemptions have been resolved, and document the results. 7.7.5.2 Client Responsibilities a) Provide adequate facilities to execute the FAT. b) Review and approve the final FAT documents that have been delivered by TriTech in accordance with the Final Project Schedule. c) Participate in the FAT by providing operational subj ect matter experts. d) Assist TriTech in documenting FAT findings and results. 53 e) Review and approve the appropriate TCRs. Completion Criteria This task is considered complete when, (i) the Inform RMS Preliminary Functional Acceptance Test is complete; (ii) Any test failures have been documented; (iii) TriTech has corrected test failures, or TriTech and the Client have reached a mutually -agreeable approach to resolving and correcting each failure. 7.7.6 Inform FBR Training Note: Training classes are conducted based on the quantities that are specified in the Purchase Agreement. The appearance of a course description in this Statement of Work does not mean a course will be conducted it must be listed in the Purchase Agreement. Inform FBR Training classes are conducted on consecutive days and weekdays (Tuesday -Friday) during business hours. TriTech and the Client will work together to accommodate occasional Monday classes Training classes will only be delivered after the FAT has been completed and the results are documented. A detailed description of these classes is provided below: 7.7.6.1 TriTech Responsibilities (for all Inform FBR Classes) a) Conduct a training orientation via conference call between the assigned TriTech Training personnel and the designated Client representative. The objective of this session is to define the Training Schedule, based on the configurations of the Subsystem. b) Schedule the Inform FBR Training class(es) in accordance with the Client's availability and. the Project Schedule. c) ,Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two weeks prior to each meeting. d) Develop and provide the Inform FBR Training Plan for all licensed product options to the Client. e) Conduct the training session(s) for the licensed product options on a mutually agreed to schedule. f) Prepare and submit a TCR upon completion of each class, or a group of consecutive classes. 7.7.6.2 Client Responsibilities (for all Inform FBR Classes) a) Participate with the training orientation by providing a decision maker that can articulate the specific business practices that have been used in guiding the build of the Client's System. b) Provide facilities for the execution of the training to include adequate seating for each workstation and an overhead projector. c) Provide an Inform FBR Administrator for each class that can answer agency specific questions as related to the build of the Client's system. d) Review and approve the applicable TCRs. 7.7.6.3 Inform FBR Core End Userrrrain-The-Trainer Training The Inform FBR Core End User and Train -The -Trainer Training is a hands-on course provided by TriTech's training specialists. This class will prepare the students to utilize Inform FBR in order to enter their standard reports such as State Reportable Incidents, Arrests, Citations, Accident Reports, and Field Interviews. Supervisors will reviewed and approve or reject the reports. Once reports are approved, they will transfer into the Inform RMS application. 54 Project Execution The purpose of the Train the Trainer program is to allow agencies to have qualified staff available to train end users on the features and functionality of the Inform FBR product. Agencies designate personnel to receive TriTech instructor led training on how to properly train and work with the system. This allows agencies to train their own personnel using a systematic approach that has been developed by TriTech. This two (2) day course prepares the client designated trainers to train end users on Inform FBR. This Training is recommended for all personnel responsible for writing incident reports and Field Interviews, as well as the supervisors responsible for reviewing and approving reports. The Inform RMS Administrator, Record Clerks, or any other personnel that will interact with utilizing the FBR application can also benefit from this class. Ideally, training classes will be conducted between Tuesday and Friday. The number of students attending the User Training course will be limited to no more than ten (10) students per class. Prerequisites: 1) Basic understanding of computers and the Microsoft Windows Environment. 2) Basic understanding or the agencies report writing and submission policies and procedures. 3) Basic understanding of UCR or NIBRS Reporting requirements. Completion Criteria: This task is considered complete upon completion of each of the scheduled classes 7.7.6.4 TriTech Responsibilities a) Schedule the FBR Core End User/Train-The-Trainer Training class(es) in accordance with the Client's availability and the Project Schedule. b) Prepare and distribute the meeting agendas and documents for Client review or completion to all required attendees two weeks prior to each meeting. e) Develop and provide the FBR Training Plan for all licensed product options to the Client. d) Provide an electronic copy of the FBR technical and user manuals. e) Conduct the training session(s) for the licensed product options on a mutually agreed to schedule. f) Upon completion of the training send a TCR to the Client. 7.7.6.5 Client Responsibilities a) Provide facilities to comfortably hold the training activities, and workstations with FBR application installed. b) Schedule and conduct the Client led End User Training, to allow for completion of the Inform FBR End User training no later than one week prior to Go Live. c) Ensure that all the appropriate Inform FBR end -users attend the core end -user training classes. d) Ensure that each FBR end -user completes all relevant training modules before assigning the end -user a username and password to access Inform FBR. e) Review and approve the applicable TCRs. 7.8 Inform RMS and Inform FBR Integration Testi Once the FAT is concluded for Inform RMS and the Inform FBR Subsystems, and Interfaces that are scheduled to Go Live with Inform RMS and in preparation for Go Live, TriTech and the Client will conduct a one day Integration Testing. The Integration testing will be conducted based on a number of scenarios that test the records management process. These scenarios involve the Subsystems and Interfaces that are scheduled to Go Live with Inform RMS and can be tested in the pre -production environment. A small group of the Client staff (1-2 Records staff and field users) should participate in this test with TriTech. TriTech will work with the Client on defining a set of test scenarios that test the system based on the Client's practices. It 55 is recommended that the Client utilizes sample calls from their legacy System. These scenarios must be signed off prior to commencement of the integration testing. 7.8.1 TriTech Responsibilities a) Schedule an Integration Testing with the Client. b) Assist the Client in preparing test scenarios that can be used during this test and closely simulates the normal Client's call flow. e) Prepare and submit a TCR to the Client documenting the tests that will be used for Integration Testing. d) Participate in the Integration Testing with the Client. e) Prepare and submit TCRs upon successful completion of the Integration Testing. 7.8.2 Client Responsibilities a) Provide test scenarios that closely simulate the Client's normal call flow. b) Participate in conducting the Integration Testing. e) Review and approve the applicable TCRs. 7.9 Implementation of TriTech.com IQ and Analytics TriTech.com IQ and Analytics are implemented through a series of standard steps and process gates. These steps are designed to ensure that the operational needs of the Client are identified, the configurations are verified, and the system is tested to validate the proper functionality of the system prior to deployment. The following sections describe the implementation process for TriTech.com IQ and Analytics. 7.9.1 Historical Data Import and Synchronization The historical data import is a process by which TriTech extracts applicable data from TriTech applications and imports that data into TriTech.com IQ. The data is then available for search, reporting, analytics and dashboard design functionality subject to subscriptions purchased. The Historical data import includes up to five (5) years of data from each of the following TriTech source applications. Note: Each application must be on release versions designated as TriTech.com IQ compatible. • TriTecb's Inform CAD TriTech's Inform RMS Note: Data import from any other sources, or greater than 5 years is subject to additional services and will be priced separately. The data available in IQ from Inform CAD and Inform RMS is listed in each applications' IQ Field Mapping Guide. 7.9.1.1 TriTech Responsibilities a) Deliver the TriTech.com Client Readiness Checklist to Client and review with Client once completed and returned. b) Install and Configure Synchronization. c) Perform historical Bulk Import. d) Configure TriTech.com IQ: Of Project Execution o Provision Agencies within IQ o Provision Administrator Users within IQ e) Prepare and submit Task Completion Reports (TCR) to the Client for approval to document delivery of products and services. 7.9.1.2 Client Responsibilities a) Complete the TriTech.com Client Readiness Checklist, return and review with TriTech once completed, address any necessary requirements. b) Provide remote access to TriTech's implementation team to Client servers. e) Make appropriate Client staff available during the installation to assist TriTech's implementation team in resolving any issues during the process. d) Review and approve the applicable TCRs. 7.9.2 TriTech.com IQ and Analytics Administration Training (Remote) This TriTech instructor led class is designed for those individuals who will be responsible for the administration of TriTech.com IQ. Participants will be instructed on how to configure, administer, and operate TriTech.com IQ in an administration role. The recommended class size for this training is up to 9 participants. This training is tip to 4 hours and is delivered in one remote session. At the completion of the training, participants will be able to perform the following: • Access and successfully login to IQ • Understand the TriTech.com IQ site • Understand the management console for TriTech.com IQ • Create and manage roles • Create and manage users 7.9.2.1 TriTech Responsibilities a) Schedule the Administration training in accordance with the Client's availability and the Project Schedule. b) Provide standard Administration training sessions for Client personnel c) Prepare and submit TCRs upon completion of the training. 7.9.2.2 Client Responsibilities a) Schedule appropriate personnel to attend Administration training. b) ,Ensure participation of the appropriate personnel. c) 'Review and approve the applicable TCRs. 7.9.3 TriTech.com IQ Core End User Training (Remote) This TriTech instructor led class is designed for the end users of TriTech.com IQ. End users include roles such as officers, records clerks, dispatchers, dispatch supervisors, managers, and agency administrators. This class may be attended by the end users, or trainers who will be training the end users within the agency(ies). The recommended class size for this training is up to 12 participants. This training is tip to 4 hours and is delivered in one remote session. 57 At completion of this training, participants will be able to perform the following: • Access and successfully login to IQ • Understand the TriTech.com IQ site • Use links within the site • Use Online Help • Use Search Filters • Save searches and manage saved searches • View Search History • View Search Details • Set up Search Alerts and manage alerts • Create and access reports These half day courses are conducted remotely and trains a core set of end users on the TriTech.com IQ System. Typically, the remaining end users will be trained via Client delivered training sessions. The number of students attending the User Training course will be limited to no more than ten (10) students per class. Note: All remaining TriTech.com IQ end users must complete Client provided end user training. 7.9.3.1 TriTech Responsibilities a) Schedule the TriTech.com IQ Core End User Training class(es) in accordance with the Client's availability and the Project Schedule. b) Conduct the training session(s) on a mutually agreed to schedule. e) Prepare and submit a TCR to the Client upon completion of the training. 7.9.3.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the training activities. b) Ensure participation of the appropriate personnel. c) Ensure that all TriTech.com IQ core end -users attend the end -user training provided by TriTech. d) Provide TriTech.com IQ training to all other end users. e) Ensure that each TriTech.com IQ end -user completes relevant training before assigning the end -user a username and password to access the TriTech.com IQ. f) Review and approve the appropriate TCR. 7.9.4 TriTech.com IQ Analytics End User Dashboard Training (Remote) This TriTech instructor led class is designed for individuals who will be using Analytics Dashboard. The recommended class size for this training is up to 9 participants. This training is up to 8 hours and is delivered in one remote session. At completion of this course, participants will be able to perform the following: • Access Analytics Dashboard 1fl Project Execution • Successfully Login to Analytics Dashboard • Filter Data • Use Analytical Combo Controls • Use interactive data selection to identify trends and key relationships • Perform operational trending and historical analysis • Expedite and enhance reporting activities • Measure performance against work plan or work productivity levels This course is conducted remotely and trains a core set of end users on the TriTech.com Dashboard System. Typically, the remaining end users will be trained via Client delivered training sessions. user training: 7.9.4.1 TriTech Responsibilities a) Schedule the TriTech.com IQ Core Analytics Dashboard Training class(es) in accordance with the Client's availability and the Project Schedule. b) Conduct the training session(s) on a mutually agreed to schedule. c) Prepare and submit a TCR to the Client upon completion of the training. 7.9.4.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the training activities. b) Ensure participation of the appropriate personnel. c) Ensure that all TriTech.com Analytics Dashboard core end -users attend the end -user training provided by TriTech. d) Provide TriTech.com Analytics Dashboard training to all other end users. e) Ensure that each TriTech.com Analytics Dashboard end -user completes relevant training before assigning the end -user a username and password to access the TriTech.com Analytics Dashboard. f) Review and approve the appropriate TCR. 7.9.5 TriTech.com Analytics End User Report Training (Remote) This TriTech instructor led class is designed for individuals who will be using TriTech.com 1Q reporting. The recommended class size for this training is up to 9 participants. Typical time length for this training is up to 4 hours and is delivered in one remote session. At completion of this course, participants will be able to perform the following: • Access IQ Reports • View reports • Edit reports • Copy reports • Export reports • Use the Report Writer (if applicable) a • Use filtering options Sort, Group, and generate Total Counts Share reports This course is conducted remotely and trains a core set of end users on the TriTech.com Analytics Report System. Typically, the remaining end users will be trained via Client delivered training sessions. Note: All remaining TriTech.com Analytics Report end users must complete Client provided end user training. 7.9.5.1 TriTech Responsibilities a) Schedule the TriTech.com IQ Core Analytics Report Training class(es) in accordance with the Client's availability and the Project Schedule. b) Conduct the training session(s) on a mutually agreed to schedule. c) Prepare and submit a TCR to the Client upon completion of the training. 7.9.5.2 Client Responsibilities a) Provide adequate facilities to comfortably hold the training activities. b) Ensure participation of the appropriate personnel. c) Ensure that all TriTech.com Analytics Report core end -users attend the end -user training provided by TriTech. d) Provide TriTech.com Analytics Report training to all other end users. e) Ensure that each TriTech.com Analytics Report end -user completes relevant training before assigning the end -user a username and password to access the TriTech.com Analytics Report. f) Review and approve the appropriate TCR. 7.10Implementation of System Interfaces 7.10.1 Inform Standard Interfaces' Requirement Gathering and Configuration The fiinctionality and applicable configuration options for each of the TriTech Standard Interfaces are described in the Interface Requirements Documents (IRD). A TriTech Systems Engineer will review the IRDs for each of the applicable Standard Interfaces with the Client's subject matter experts and prepare an Interface Configuration Document (ICD) detailing the parameters that will be set to meet the desired functionality for the Interface. This process may be performed for different interfaces at different times. This process may be performed remotely via phone conference. The Client is responsible for engaging the third party vendors whose systems are being interfaced with, so that an end to end flow of the data is discussed. TriTech Systems Engineer will configure and install the Standard interfaces on Client's system hardware. IRDs are not Client specific documents, and not subject to edits, changes, or approval. Client specific configurations for Standard Interfaces are documented in the Interface Configuration Document (ICD) and must be approved prior to configuration of the interface. Installation and configuration of Standard Interfaces can only be performed by qualified members of TriTech System Engineering or Engineering teams, using proprietary tools. Any changes to the requirements of the Records Check Interface from the approved Configuration worksheet will be subject to additional cost and M Project Execution configuration time. Once each of the Standard Interfaces are installed and configured, they can be staged for FAT. TriTech is not responsible for coordination, management, or covering the cost of any software, work, customization, coding or testing that is required to be performed by the third party vendors engaged in the implementation of the standard or custom interfaces, unless the work is defined under a subcontract with TriTech within the scope of this Purchase Agreement. Note 1 ` 'Standard Interfaces are developed and enhanced within the TriTech product version process for TriTech software products (such as Inform CAD). Changes to standard Interfaces will require adherence to the development life cycle therein. Changes to standard Interfaces that are delivered within this life cycle will require the Client's system to be on a compatible version. Interface non -supportable. Note 4: The Client is responsible for any services or software needed from such Third Party Systems to allow for interaction with the Third Party System or for connecting to TriTech Interfaces Software in the absence of a Third Party API. TriTech is not responsible for any cost associated for the API, any required third party lab or certification testing, cost associated with required programming or custom work by the third parry vendors, or any license fees that may be required by the third party vendors. 7.10.2 Custom Interfaces' Requirement Gathering and Configuration A TriTech Systems Engineer will review requirements specified by the FDDs applicable to Custom Interfaces, and lead gathering detailed operational requirements within the scope of the Purchase Agreement. This process may be performed for different interfaces at different times. This process may be performed remotely via phone conference. Once sufficient information has been gathered to describe the operational functionality of the Interface, the Systems Engineer will create Operational Scenario Documents (OSD) detailing the operation of the Interface. Client's input in detailing all relevant information regarding the operations of these interfaces and interactions with the external systems are essential to timely and accurate development of the OSDs. The completed OSDs will be provided for Client's review. This document must be approved by both the Client and TriTech prior to development. The Client will be given a TCR that the document was provided, meets the requirements and has been reviewed with the Client. The Client must review the OSD within 10 days from delivery by TriTech, and provide comments and questions back to TriTech or provide approval if no changes or edits is necessary. 61 The Client is responsible for obtaining the API for each of the third party vendors that TriTech applications are interfacing with. The API must be for the version of the third party software that TriTech will be interfacing with. The timelines for providing these documents to TriTech is concurrent with development of the OSD, so that any limitations associated with the level of integration with the third party application can be taken into consideration. Upon approval of the OSD the custom interfaces are developed by TriTech engineering team. Once developed, these interfaces will be installed on Client equipment and go through testing with the Client and applicable third party vendors who own and administer the vendor side of the interface. The Client is also responsible for coordinating execution of a mutual Non -Disclosure Agreement (NDA) between the third party vendors and TriTech before any technical information or documentation can be exchanged or testing can commence. Note 1: The Client's provision of Interface requirements for each of the Custom Interfaces is an early Project checkpoint. This information is needed to develop the OSDs for Custom Interfaces. Incomplete;inaccurate, or delayed information can have a cascading effect on the Project Schedule, and may result in a significant delay in completion of the project. Note 2: the Client is responsible tot providing Application Programming Interlace (APl) documentation for the Third Patty Systems. The API must document the integration process for the level of interface integration defined by TriTech's response to the RFP. The Client is responsible for any services or software needed from such Third Party Systems to allow for integration with the third party system. 62 Project Execution 7.10.3 Interface Functional Acceptance Testing (FAT) All Standard and Custom Interfaces are subject to Functional Acceptance Testing (FAT). FAT for Standard Interfaces is based on a standard set of TriTech FAT documents for each interface, as they are applicable to Client's configurations. FAT for Custom Interfaces are based on the functionality described in the approved OSD for the interface. This process will be based on an FAT document developed by the TriTech Systems Engineer. The test source will be the provided IRDs; therefore all Standard Interfaces will be tested against standard, predefined TriTech FAT documents. These tests have a standard format and will be sent to the Client for review prior to conducting the FAT. TriTech will repeat any failed FAT test following the correction of any issues which has caused the test to fail. 7.10.3.1 TriTech Responsibilities a) Provide the IRD to the Client for review for each of the Standard Interfaces. b) Prepare and submit a TCR to the Client, documenting the delivery of the IRDs to the Client for Standard Interfaces. c) Review the IRD with the Client for each of the Standard Interfaces and gather and document the configuration options for the Interface. d) Install and Configure the Standard Interfaces based on the agreed upon configurations. e) Gather the operational requirements for each of the Custom Interfaces and develop and OSD. f) Provide the OSD to the Client for review and approval. (for custom interfaces only) g) Prepare and submit a TCR to the Client, documenting Client's approval of the OSD for each of the Custom Interfaces. h) Develop the Custom Interfaces based on the approved OSD. i) Install and configure the Custom Interfaces. j) Prepare and submit TCRs upon installation of the Interfaces. k) Develop FAT documents reflecting feature descriptions found within the provided and applicable OSDs. 1) Provide the FAT documents to the Client for review prior to conducting the FAT for each interface. m) Provide a TCR to the Client to approve the receipt of the FAT documents. n) Assist the Client in conducting Acceptance Testing in accordance with FAT documents. o) Prepare and Submit a TCR, documenting completion of FAT including any exceptions to FAT. p) Resolve FAT issues and re -run tests as required. 7.10.3.2 Client Responsibilities a) Participate in the review of the IRDs and provide the configuration information to TriTech. b) Provide the information that is necessary for development of the OSD for each Custom Interface. e) Obtain the API for each of the third party applications that TriTech interfaces with and provide the document to TriTech. d) Review and approve the OSDs based on the required timelines. e) Engage the third party vendors in the requirement gathering, development, testing and other interface development activities. 63 f) Review and approve the FAT documents. g) Participate in the FAT. h) Assist TriTech in documenting FAT findings and results. i) Review and approve the applicable TCRs. This task allows the participants to conduct a dry run of the actual subsystems that are scheduled to cutover concurrently. The purpose of this process is to reduce or eliminate actual cutover problems and to confirm that all preparations for go -live activities have been completed. In the event all subsystems Go Live concurrently, the mock Go Live exercise will be a one-time event. In the event subsystems Go Live independent of one another, one mock Go Live will be conducted for CAD and Mobile (and relevant interfaces), and a separate mock Go Live will be conducted for RMS, FBR (and relevant interfaces). For each mock Go Live exercise, the Client will conduct a two (2) day mock Go Live, simulating system cutover with all subsystems and interfaces operational, following FAT and Integration Testing. TriTech will respond to questions that arise during the process, participate in the post mock -Go Live review, and correct deficiencies that arise from the process which are their responsibility. TriTech personnel will be on -site for two (2) days for each mock Go Live exercise. The mock Go Live verifies that the following has occurred • Cutover plan approval • Verification and approval of a schedule for Go Live activities • Identification and scheduling of TriTech and Client resources required for Go Live activities • Notification of planned system cutover to internal and external interface stakeholders supplying systems integral to Go Live operations TriTech Team Participation: • Project Manager • Subsystem Business Analyst(s) Client Team Participation: • Project Manager • SME's • Additional staff, as needed, to conduct Mock Go Live 7.10.5 TriTech Responsibilities: a) Be available onsite (and by telephone) for Client inquiries b) Participate in a post mock -Go ,Live discussion to review the findings and observations c) Correct any issues and software errors which arise during the mock Go Live d) Collaboratively update the system cutover plan with the Client M Project Execution 7.10.6 Client Responsibilities: a) Develop a script sufficient for testing the system features and functions, using a live environment necessary to conduct a comprehensive trial examination of the products b) Document all findings and observations c) Facilitate a meeting after the mock Go Live to review the findings and observations and determine corrective activities on the part of the Client and TriTech d) Develop a list of outstanding items which must be corrected prior to actual cutover e) Collaboratively update the system cutover plan with TriTech Completion Criteria: This task is considered complete when: i) The mock Go Live has been executed; and ii) An updated system cutover plan has been developed by both parties and delivered to the Client; and iii) The Client and TriTech mutually agree upon a list of outstanding items which must be corrected prior to cutover, along with the respective parties' responsibilities in correcting such items. 7.11 System and Subsystem Go Live The "cut over" of Inform CAD, Inform Mobile, Inform RMS, Inform FBR, and Inform CAD Browser Subsystems and all Interfaces into the production environment is a highly orchestrated activity that will require a number of resources from both the Client and TriTech teams. It is recommended that Inform CAD, Mobile, and the Inform CAD Subsystems (such as the Go Live interfaces) are taken into production at one time, then other systems, such as Inform RMS, and Inform FBR are taken into production in a second phase following the Inform CAD/Mobile cutover. 7.11.1 Inform CAD, Mobile, and Inform CAD Interfaces Go Live TriTech utilizes a pre -Go Live checklist to track the various go live preparation activities to ensure readiness of the System prior to Go Live. There are some tasks that must be performed by the Client, which are detailed in the pre -Go Live checklist. This activity begins several weeks in advance of Go Live. TriTech will provide the Client with a standard Go Live authorization letter that must be approved by the Client no later than 3 weeks prior to Go Live. This letter will list all the Subsystems that are scheduled for the Go Live, and any exceptions to Go Live applications. It also memorializes the date and time of Go Live, as well as the Client's confirmation that the System and staff are ready for Go Live. Prior to Go Live the pre -production test data will be purged from the Client's system. The equipment is staged to move into the communications center and/or units. Units and personnel are logged into the System and Interfaces are activated. At Go Live, the TriTech and Client implementation teams will support the users in the transition to the new System. Any issues are logged and resolved through TriTech Technical Services. A more detailed Go Live plan will be provided with adequate lead time. The duration of the Go Live support for Inform CAD and its subsystems for this project will be three (3) days (to include pre and post cutover) by two (2) people. The Project Manager will be an active participant in the Go Live process. The breakdown of onsite Go Live Services is as follows: Inform CAD, Mobile, and Inform CAD Interfaces CAD and Mobile (2 people per 12 hour shift - 3 days, 24 hour coverage) 65 7.11.1.1 TriTech Responsibilities a) Provide to the Client a Go Live check list with adequate time for review. b) Identify the participants for the Go Live. c) Have specified personnel onsite in advance of the Go Live date to begin the final inspection of the Client's system as part of the Go Live check list. d) Provide System monitoring resources following the actual System cut over as specified within the Purchase Agreement. e) Prepare and submit a TCR. 7.11.1.2 Client Responsibilities a) Review and discuss the Go Live checklist. b) Complete Mobile roll out process prior to Go Live. c) Review and approve the Go Live authorization letter no later than 3 weeks prior to the scheduled Go Live. d) Provide adequate persons for the supervision and monitoring of the Client's Inform CAD end users 24/7 beyond the participation of the TriTech staff. e) Provide dedicated workstations (preferably 2 workstations) for TriTech support staff during Go Live support period. f) Provide 24/7 Client IT support. g) Develop a process for the reporting and resolution of field mobile issues. h) Review and approve the applicable TCR. Completion Criteria This section is considered complete when Inform CAD, Mobile, and applicable interfaces are placed into production operation and all Go Live activities have been completed. 7.11.2 Inform RMS and Inform FBR and Interfaces Go Live Once end -user training has been completed and Inform RMS is ready to be placed into production, TriTech will assist the Client in placing the system into operation. In preparation for Go Live, TriTech will assist the Client in cleaning the training data from the Inform RMS System. TriTech will provide the Client with a standard Go Live authorization letter that must be approved by the Client no later than 3 weeks prior to Go Live. This letter will list all the Subsystems that are scheduled for the Go Live, and any exceptions to Go Live applications. It also memorializes the date and time of Go Live, as well as the Client's confirmation that the System and staff are ready for Go Live. At Go Live, the TriTech and Client implementation teams will support the users in the transition to the new System. Any issues are logged and resolved through TriTech Technical Services. A more detailed Go Live plan will be provided with adequate lead time. The duration of the Go Live support for Inform RMS and FBR is as follows: Inform RMS/FBR Go Live RMS (1 person per 12 hour shift, single shift - 2 days) FBR (1 person per 12 hour shift, 24 hour coverage - 2 days) W Project Execution If the Parties agree to exercise a concurrent Go Live event for CAD, Mobile, RMS, FBR, and Interfaces, the activities associated with each Go Live will occur by the respective teams in a coordinated manner. 7.11.2.1 TriTech Responsibilities a) Prepare and submit a Go Live authorization letter to the Client. a) Identify the participants for the Go Live in accordance with the terms of the Purchase Agreement. b) Have specified personnel onsite in advance of the Go Live date to begin the final inspection of the Client's system as part of the Go Live preparations. e) Be on -site to assist the Client in placing the system into production status. d) Assist Client staff in using the system and assist the computer operations staff in supporting the system. e) Provide System monitoring following the actual System cut over as specified within the Purchase Agreement. 1) Prepare and submit a TCR upon first Live operation of Inform RMS/FBR. 7.11.2.2 Client Responsibilities a) Complete Inform RMS/FBR roll out to support the Go Live date. b) Review and approve the Go Live authorization letter no later than 3 weeks prior to each scheduled Go Live. e) Complete all relevant end user training to support the Go Live of the Subsystems. d) Place the software into production and begin operational use in consultation with TriTech and in accordance with the project schedule. e) Provide adequate persons for the supervision and assisting the end users beyond the participation of the TriTech staff. f) Provide dedicated workstations for TriTech support staff during Go Live support period. g) Provide Client IT support to cover all Client end user and TriTech staff hours of operation. h) Develop a process for the reporting and resolution of issues. i) Review and approve the applicable TCR. Completion Criteria: This section is considered complete when Inform RMS, FBR, and applicable interfaces are placed into production operation and all Go Live activities have been completed. 67 8 PROJECT CLOSURE When all pre and post go live project deliverables have been completed, the Project Closure process will commence. In advance of project closure, a call with TriTech's Technical Services Group will take place to talk about the transition from the implementation process to the customer support procedures for ongoing maintenance of the system. Any remaining Project related administrative tasks will be completed by TriTech and Client. Project documentation will be archived and the primary Client interaction is officially handed over from the TriTech Project Manager to the TriTech Account Executive and support group. 8.1 System Transition Following Go Live, there is a transition period where the Client moves from the implementation team to the support team. This transition will change the Client's primary point of contact fiom the Project Manager back to the Account Executive. Software support will be handled through the Technical Services Group. The Client's issues will be entered, tracked, and managed via a computerized and web -enabled issues tracking system. This tracking system will become available to the Client at system installation. 8.1.1.1 TriTech Responsibilities a) Provide payment reconciliation, final TCRs and final invoices. b) Transition the TriTech point of contact from the Proj ect Manager to the Account Executive and Technical Support Department. c) Provide continued support based on terms of Purchase Agreement. 8.1.1.2 Client Responsibilities a) Provide approval of Project TCRs within five (5) business days. b) Provide payment reconciliation and payment of final invoices. 68 9 APPENDIX A - REQUIRED INFORM CAD DOLF CODE FILE BUILD The purpose of this table is to identify specific portions of the System Code files, and modules that must be built and configured prior to Inform CAD System DOLF. Note: Items identified with asterisk (*) are optional, and will be built as specified, only if the Client chooses to use them. Must Be Built by To Be Built After Needed to Perform Code File Item TriTech Prior to To Be Built at DOLF by the Client, FAT Testing DOLF DOLF Under TriTech's (if the module is Supervision being utilized) Advisor Build 5 completely X Minimum of five (5) are needed for testing. Audit Reasons * Buildup to 10 X Minimum of one (1) is needed for testing Bolo Type* Build up to 20 X Minimum of one (1) is needed for testing. Call Response Build up to 10 X Minimum of one (1) is Disposition needed for testing. Call Taking X One Call Taking Screen complete Review Minimum of one (1) is Caller Types * functionality X needed for testing. Cancellation Minimum of one (1) is Reasons Build up to 15 X needed for testing. Capability Review X Minimum of two (2) are Types * functionality needed for testing. Cardfile * Review X At least 2 categories and functionality 2 entries in each Cardfile categories Review Minimum of two (2) areX functionality needed for testing. Caution note Review Minimum of two (2) are category functionality X needed for testing. Caution Note Review X Minimum of one (1) is Source functionality needed for testing Caution Notes Review X Minimum of two (2) are functionality needed for testing. The information contained in this Appendix A — Required Inform CAD DOLF Code File Build is the Confidential & Proprietary Information of TriTech Software Systems. 69 Must Be Built by To Be Built After Needed to Perform Code File Item TriTech Prior to To Be Built at DOLF by the Client, FAT Testing DOLF DOLF Under TriTech's (if the module is Supervision being utilized) Change Destination Reason Review X Minimum of one (1) is functionality needed for testing Color Assignment X Complete Controlling Minimum of two (2) Dispatcher X sectors are needed for testing. Custom Data Field Review Minimum of one (1) is Builder functionality X needed for testing Custom Review Minimum of one (1) is Timestarnp Builder functionality X needed for testing Customer X Complete Information Dispatch levels * Review X Minimum of two (2) are functionality needed for testing. Employee Schedule Buildup to 10 X Minimum of one (1) is Change * needed for testing Explorer Setup X Complete Utility Eye Description (TriTech uses NCIC standard) Complete Gender (TriTech uses Complete Description* NCIC standard) GIS REQ. Cities (Part of GIS The initial conversion Tables Conversion) must be complete GIS REQ. County (Part of GIS The initial conversion Tables Conversion) must be complete GIS REQ. Map (part of GIS The initial conversion Layers (parks, water, rails, etc.) Conversion) must be complete At least one will be built for DOLE. If Minimum of two (2) GIS REQ. Provided to TriTech Review sectors are needed for Response Areas prior to DOLE, this functionality X testing (or the response information will be areas included in the imported to Inform initial conversion) CAD The information contained in this Appendix A — Required Inform CAD DOLE Code File Build is the Confidential & Proprietary Information of TriTech Software Systems. 70 Appendix A - Required Inform CAD DOLF Code File build Must Be Built by To Be Built After Needed to Perform Code File Item TriTech Prior to To Be Built at DOLF by the Client, FAT Testing DOLF DOLF Under TriTech's (if the module is Supervision being utilized GIS REQ. State (Part of GIS The initial conversion Tables Conversion) must be Complete GIS REQ. Streets (Part of GIS The initial conversion Database Conversion) must be Complete Hair Description (TriTech uses NCIC standard) Complete Hierarchy X Complete Build all Incident Incident Types types that are Review X Minimum of two (2) are provided to TriTech functionality needed for testing. prior to DOLF Inter -Agency security and X Complete comment sharing f applicable) Late Response Review X Minimum of one (1) is Reasons * functionality needed for testing License Plate (TriTech uses Complete Types * NCIC standard) Location Type Review X Minimum of two (2) are Utility functionality needed for testing. Message Audit Review At least 1 message is Utility functionality needed in CAD for testing Method Call Review X Minimum of one (1) is Received * functionality needed for testing MSI - Call Taking Review X Complete Settings functionality MSI - Global Complete Settings X MSI - Priority Complete Builder X Complete MSI - Toggles X MSI- Complete Miscellaneous X Functionality The information contained in this Appendix A— Required Inform CAD DOLF Code File Build is the Confidential & Proprietary Information of TriTech Software Systems. 71 Must Be Built by To Be Built After Needed to Perform Code File Item TriTech Prior to To Be Built at DOLF by the Client, FAT Testing DOLF DOLF Under TriTech's (if the module is Supervision being utilized) Complete MSI-Nomenclature X Complete MSI-Odometer * X Multi Agency Review Complete Setup * functionality X Complete Messaging X Number Setup X Complete Utility Out of Service Review X Minimum of one (1) is Reasons functionality needed for testing Complete for the Password Security Build 2 completely X personnel involved in testing People as Review X Minimum of two (2) are Capabilities * functionality needed for testing. Permission Complete for the Security Manager Build 2 completely personnel involved in testing Review Minimum of one (1) is Permit Status* functionality X needed for testing Review Minimum of one (1) is Permit Type* functionality X needed for testing Build up to 50 prior Complete for the Personnel Manager to DOLF X personnel involved in testing At least ten (10) Powerline Setup Review applicable Powerline Utility functionality Commands must be built Premise Utility Review X Minimum of one (1) is functionality needed for testing Priority Builder Build up to 10 prior X Minimum of two (2) are to DOLT needed for testing. Problem (Incident Build up to 20 X Minimum of two (2) are Sub -Type) prior to DOLT needed for testing. Race Description * (TriTech uses NCIC standard) Complete The information contained in this Appendix A — Required Inform CAD DOLF Code File Build is the Confidential & Proprietary Information of TriTech Software Systems. 72 Appendix A - Required Inform CAD DOLF Code File build Must Be Built by To Be Built After Needed to Perform Code File Item TriTech Prior to To Be Built at DOLF by the Client, FAT Testing DOLF DOLF Under TriTech's (if the module is Supervision being utilized Reset Timer Review X Minimum of one (1) is Reasons * functionality needed for testing Resource Group Review X Minimum of one (1) is Manager * functionality needed for testing Resource Icon Build up to 20 prior Review X Minimum of twenty (20) is needed for Assignment to DOLE functionality testing Response Area Build at least one Review X Minimum of two (2) are Builder prior to DOLF functionality needed for testing. Response Plan Review X Minimum of two (2) are Manager functionality needed for testing. Response -Incident X Minimum of one (1) are Editor Queue needed for testing. Roster Review Minimum of one (1) is Cancellation functionality X needed for testing Reasons' Roster Exception Review Minimum of one (1) is Reasons functionality X needed for testing Roster Setup Review X Complete Utility functionality Roster Template Review Minimum of one (1) is Builder * functionalityg X needed for testing Rotation Review Minimum of one (1) is Categories * functionality X needed for testing Rotation Review Minimum of one (1) is Suspension functionality needed for testing Reasons Minimum of one (1) is Shift Type X needed for testing Shorthand Review Minimum of one (1) is Comment funetionalit y X needed for testing Builder * Review Minimum of one (1) is Sound Manager * functionality X needed for testing Station Post X X Minimum of two (2) are Manager needed for testing. Status Names X Minimum of two (2) is needed for testing The information contained in this Appendix A — Required Inform CAD DOLF Code File Build is the Confidential & Proprietary Information of TriTech Software Systems. 73 Must Be Built by To Be Built After Needed to Perform Code File Item TriTech Prior to To Be Built at DOLF by the Client, FAT Testing DOLF DOLF Under TriTech's (if the module is Supervision being utilized) Street Finder alias Review Minimum of one (1) isX Utility functionality needed for testing Timers and Review Minimum of one (1) is Warnings functionality X needed for testing Utility Transport Priority Minimum of one (1) is Types X X needed for testing Transport Protocol Minimum of one (1) is Types X X needed for testing Unit Names Build up to 50 prior X Minimum of five (5) is to DOLF needed for testing User Functionality Build tip to 5 prior Review X Complete for the personnel involved in Groups to DOLF functionality testing Vehicle Manager Build up to 50 prior X Minimum of five (5) is to DOLF needed for testing The information contained in this Appendix A — Required Inform CAD DOLF Code File Build is the Confidential & Proprietary Information of TriTech Software Systems. 74 10APPENDIX B - CONTRACTED MODIFICATIONS TO STANDARD TRITECH SOFTWARE PRODUCTS Note: Any changes in the requirements documented in the System OSDs, post approval of the OSDs are subject to formal Change Order. List of Product Modification OSDs: There are no product modifications proposed for this project. 75 11 APPENDIX C - STANDARD TRITECH INTERFACES Note: The scope of functionality for these Standard interfaces is limited to 1) the capability of the TriTech Cvetem being interfaced .and 21 the cnnahilitiea of the external ev¢tem being interfaced.'. Note: High level descriptions of each of the custom interfaces below will become the basis for the scope of detailed requirements, described in the OSD. Any changes in the requirements - documented in the System OSDs, post approval of the OSDs are subject to formal Change Order. Note: The Client is responsible for coordinating the development of the vendor side of all interfaces to the third party applications for the interfaces that the vendor is not a TriTech Subcontractor, based on the Purchase Agreement. List of Project's Standard Interface: CAD Interffaces• 1. Standard ANVALI Interface (Production and Test Environments) 2. Standard Push to Talk Interface (Motorola Gold Elite) (Production Environment only) 3. NCIGState Message Switch (Production Environment only) 4. RMS to CAD (Premise Import) (Production Environment only) RMS Interfaces: 1. Inform RMS Pawn Interface (Production Environment only) 2. Enhanced NCIC(Produetion Environment only) 3. Signature Capture (Production Environment only) An integration will be provided between Inform ,RMS and CopLogic. This integration will be provided by CopLogic at no charge and does not involve or require any services or license by TriTech. 76 Appendix C - Standard TriTech Interfaces CAD NCIC State Message Server The Standard NCIC State Message Server includes the following Queries and Connections: 1. Standard Queries The following standard queries/masks will be included in the project, subject to applicable access (State switch access in most states and County access in California). These standard queries can be performed via CAD PowerLine, CAD Query screen, and Mobile Query screen. • Driver's License Query • Firearms Query (If available through State/NCIC or RMS, this may include historical registration and stolen entry; historical wants) • License Plate Query (If available through State/NCIC or RMS, this may include LoJack) • Name/DOB Query (If available through State/NCIC or RMS, this may include Warrant or Missing/Unidentified person Information) • Property Lookup Query • VIN Lookup Query (Information on specialty vehicles, such as boat, aircraft and the like is only available based upon data available through State/NCIC or RMS. Specialty vehicle databases and queries can be added as custom connections or queries.) • Administrative Messages (available through State/NCIC) Note: None of above queries include updates (Cancel, Clear, Locate, Modify), or new entries. 2. Custom Queries Custom queries can be performed via Inform CAD Query screen and Mobile Query screen only. For an additional cost, custom PowerLine commands can be developed for these queries. Examples of custom queries include, but are not limited to the following: • New record entries (For each of Standard or Custom queries) • Updates (Clear, Cancel, Locate, Modify)- (For each of Standard or Custom queries) • Boat queries to separate databases not available through standard connections • Restraining order Custom Queries included in this Purchase Agreement. None 3. Standard Connections The following standard connections will be included in the project, subject to applicable access (State switch access in most states and County access in California). Queries can be configured to access the following connections: • State Justice Switch (Orange County, California) • One TriTech Police RMS System • Inform CAD (BOLO and Plate History) 4. Custom Connections Custom Connections included in this Purchase Agreement. 77 Note: The Client is responsible for providing Application Programming Interface (API) documentation to these Third Party Systems that document the integration process for the level of interface integration defined by TriTech's'response to the RFP. The Client is responsible for any services or software needed from such Third Party Systems to allow for interaction with the Third Party System API or for connecting to TriTech Interfaces Software in the absence of a Third Party API. note... me Scope 01 runcaanamy ror Lowe cuswm uRerraces is 11r11ILCU to 1) Lne.Capaoua.y ar-aie TriTech System being interfaced and 2) the Application Programming Interface (API) capabilities of the external system being interfaced. Note: High level descriptions of each of the custom interfaces below will become the basis for the scope of detailed requirements, described in the OSD. Any changes in the requirements: documented in the System OSDs, post approval of the OSDs are subject to formal Change Order. Note: r ne k.,nenr is responsible ror cooramaung the aeveiopmenr or me venaor Brae of an mterraces to the third party applications for the interfaces that the vendor is not a TriTech Subcontractor, based on the Purchase Agreement. ' List of Project's Custom Interfaces (FDD's [applicable FDD's are attached at Appendix G] and OSD's to be provided): CAD Interfaces 1. CAD TOW to DTS Data Transfer (Production Environment only) RMS Interfaces 1. Orange County Court (Production Environment only) 2. Phoenix Group Parking Citation Data Upload (Production Environment only) 3. Llnx ('Production Environment only) A. eSoph Personnel Data Import (Production Environment only) 5. Personnel Data Export (Production Environment only) 6. RMS Gun data Export to BAIR (Production Environment only) 7. ATIMS - Two Way Interface (Production and Test Environment) 8. Brazos Citation Upload (Production Environment only) 9. Coplink Data Export (Production Environment only) 78 Appendix D - Custom TriTech Interfaces 10. DOT Sex Offender Upload (Production Environment only) 11. DTS TOW to RMS TOW (Production Environment only) 12. Crash Importer (Production Environment only) 13. Master Name and Image Importer (Production Environment only) 79 13APPENDIX F -ACCEPTANCE TEST PLAN 13.1 System Acceptance Process TriTech has created a standard Acceptance Test methodology which is designed to allow our clients to thoroughly evaluate and verify the functionality, performance, and reliability of the TriTech solution. These procedures include several steps that are described in later sections of the SOW. Upon successful completion of these procedures the system is deemed Accepted. 13.1.1 Functional Acceptance Testing Functional Acceptance Testing (FAT) is conducted on each of the Subsystems prior to conducting the User Training on these applications and staging them for Go Live. The focus of these tests is to verify that each Subsystem meets the functions as described in TriTech's response to the Client's RFP, where applicable, using the applicable TriTech documentation as a basis for functional compliancy. The Functional Acceptance Tests are performed based upon standard TriTech FAT documents (as supplemented by the Client and described in earlier sections of the SOW) that have a standard content and format. These standard FAT documents will be submitted to the Client for review prior to testing. During the scheduled FAT and according to the FAT documents, TriTech and Client project personnel will work to identify any errors where the Subsystem does not conform materially to the FAT documents. Any such errors will be documented by TriTech on a FAT exceptions list. Errors listed on the FAT exception list will be classified by the Client as follows: 1) Pre -Go Live Issues: Issues in the Subsystem that have a substantial negative impact on performing normal daily and monthly operations and therefore must be corrected prior to Go Live. 2) Post Go Live Issues: Issues identified in the FAT testing that do not have a substantial negative impact on performing normal daily and monthly processes and therefore can be corrected after the Subsystem Go Live. These issues will not be used as part of the criteria for Acceptance. 13.1.2 Integration Testing Following successful completion of the Functional Acceptance Testing, TriTech and the Client will conduct a one -day Integration Test on the subsystems that are scheduled to go live together. The Integration Test will be conducted on the production environment (pre Go Live), using a number of scenarios designed to test the integration amongst the Subsystems. A small group of the Client staff will participate in this test with TriTech. TriTech will work with the Client to define a set of test scenarios that test the system integration based on the Client's practices. Test scenarios are subject to mutual review and agreement of the Parties, and ultimately Client approval. The scenarios must occur within the defined period of time designated for the integration test and be limited to the scope of the agreed -upon functionality of the system. At the successful completion of Integration Testing, without any issues that prevent the System to be taken Live the Client shall provide written approval that the System is ready for Go Live. IRE 13.1.3 Pre -Go Live Performance Testing Under Load Pre -Go Live Performance Testing Linder load is not a TriTech Deliverable for this Project. The Client may decide at their discretion to conduct such testing prior to Go Live. TriTech and the Client will mutually discuss the inclusion of this test in the Project and provision for the required time for conducting the test. The section below details the process for conducting pre -Go Live Performance Testing Under Load ("Pre -Go Live Performance Testing") of the Subsystems at the Client site. In addition, this section describes the criteria for success for each subsystem. The purpose of the Pre -Go Live Performance Testing will be to verify that the TriTech Subsystem being deployed conforms to the pre -defined response time criteria set forth in the table below. The applicable Pre - Go Live Performance Testing will be administered by the Client project personnel and will be completed following FAT and prior to Go Live. Client personnel will be responsible for performing the test and generating the necessary load on all systems being tested. Conducting the Pre -Go Live Performance Testing involves four key steps: 1) Pre -Go Live Performance Testing will be conducted based upon a set of functional scripts. TriTech will provide a sample of such scripts to the Client. The Client shall customize these scripts by utilizing the unique terminology and commands by Client. These tests are meant to be a representative sample of the user transactions, and must use the test data that is validated (for example, a valid Geo-verifiable address, and a valid incident code using an existing response area/response plan). Client personnel will use these scripts to generate a load on the Subsystem being tested. These functional scripts will define the exact functions to be performed by the Client personnel to manually generate a prescribed load on the system(s) being tested. 2) Client personnel will use the functional scripts to generate a load. These functional scripts will define the exact functions to be performed by the Client personnel to manually generate a prescribed load on the system(s) being tested. These functional scripts will be used by the Client personnel to define an average load equal to the average load expected at cutover and then at peak load at cutover. These functional scripts will be executed by prescribed numbers of the Client personnel to then simulate the agreed upon loads. 3) Pre -Go Live Performance Testing will be conducted for a period of two (2) to four (4) hours. During this period the Client staff will generate the expected load on the application using the scripts. This test will be supervised by the Client's subject matter experts to ensure that the scripts are followed accurately and the functions within CAD are utilized properly. In order to accurately and sufficiently measure the performance of the Subsystem, each type of transaction must be tested at least ,fifty (50) times. 4) For CAD and Mobile, TriTech will assist in collecting the Performance Testing results by utilizing performance monitoring tools inherent in the system and report the results to Client. This tool will measure the transaction times for the dispatch functions listed in the table below. For Inform RMS, the Client will utilize a stopwatch to manually record the performance of each transaction. The Pre -Go Live Performance Testing is deemed to be successful if at least 90% of the time during the course of the test, the response time is equal to or less than the Pre -Go Live Performance Testing metrics in the tables below. Upon completion of the Performance Testing by the Client, if any performance issues are observed in accordance with below metrics, the Client will report such issues to TriTech. The issue report must include specific information about the steps within the script, the data used for conducting the test, the date and time, The information in this Appendix F- section 13.1.3 Pre -Go Live Performance Testing Under Load is the Confidential & Proprietary Information of TriTech Software Systems. 81 and other necessary information. In order for TriTech to diagnose the issue, the issue must be reproducible using the steps defined in the fanctional script. The Client and TriTech will jointly assess the impact of any identified performance issues and the Client will classify them as Pre, and Post -Go Live issues for resolution. Upon resolution of the identified issues by TriTech the impacted ftmctions will be retested by the Client to verify the acceptable level of performance. Qualifying Criteria: When the User launches the call taking screen for the first time after log on, they may experience a delay while the workstation caches code files used during call taking. Subsequent activations of the call taking screen will not experience this delay. TriTech requests that Client launch the call taking screen on each workstation used in the performance test prior to running the test. In addition, Client agrees not to shut down the CAD workstation and relaunch the call taking screen during the test. 2. Expected response time excludes external processing time required by other ancillary systems. Response time also excludes any delays due to Client -provided computing network, and hardware, ad hoc queries, or large reports. Partial address verifications which might include wildcards may require more time depending on the number of potential matches. 3. User Configuration - Due to the customizability of Inform CAD in terms of map layers, column layout, and window positions, it is possible for users to specify viewing configurations such as many map layers combined with and zoom parameters that would adversely impact the typical screen refresh rate. The Client and TriTech will discuss specific configurations to ensure that any impact on the performance of the Subsystem is identified. 4. Execution of background software such as virus scans or database maintenance tasks may negatively impact performance. 5. Any load or traffic imposed upon the system not generated by the system will be excluded. 6. Response times for Inform Mobile may be adversely affected by wireless bandwidth or poor network coverage connectivity. Expected response time excludes external processing time required by other systems such as the wireless network or slow remote connections. 7. The Client's computer environment must meet TriTech's site requirements provided in the TriTech System Planning Document, and the Client's hardware must meet TriTech's minimum recommended specifications. 8. Latencies in the wireless network may result in delayed transactions between CAD and Mobile. If any performance issues are observed related to these transactions, the impact of the wireless network must be eliminated from the process to accurately measure the performance of the software. In such situation, the Client shall connect one or more Mobile devices directly to CAD via a wired network connection and repeat the tests. If these tests confirm the results achieved by the field devices, TriTech will work with the Client to diagnose and resolve the issue(s). 9. All Client provided computer equipment must meet TriTech's minimum recommended specifications. The information in this Appendix F- section 13.1.3 Pre -Go Live Performance Testing Under Load is the Confidential & Proprietary Information of TriTech Software Systems. 82 Appendix F - ACCEPTANCE TEST PLAN Inform CAD Performance Metrics In%rm.GAD Transactroits ::Description, ;, d2es2onse Tune Open Call Taking Screen — Time to display a blank call taking form 2 seconds from when the user clicks on the Emergency Call Taking button. Verify Incident Address - Time from tab off the Address field after 2 seconds entry of a valid address in the call taking screen to the verification is complete (address verification icon is displayed). This test will be performed for a known address that has an exact match in the system. User will enter the complete address, and the search for the purposes of this test will not be performed using partial addresses or wildcard searches. Telephone number entry - Time from tab off the Telephone field I second after entry of a telephone number in the call taking screen to the cursor being on the next field (able to enter data). Problem Nature entry - Time from tab off the Problem Nature field 2 seconds after selection of the Problem Nature in the call taking screen to the cursor being on the next field (able to enter data) or button (able to activate). The system must be configured to manually send the incident to queue and not automatically send based upon completion of this field. Send incident to dispatch - Time from user selecting Send from the 2 seconds call taking screen to the incident displayed in the Pending Queue. Send incident to dispatch via Add Agency - Time from activation 2 seconds of Add Agency to the incident displayed in the other Agency Pending Queue. This will be for automatic Add Agency (start criteria for meeting Send to Queue) and manually Add Agency from the call taking screen (completion of other agency incident type and activation of OIL button). Close Call Taking Form — Time from user pressing the Exit button 2 seconds on the call taking screen for a previously saved incident to the call taking form closing. The information in this Appendix F- section 13.1.3 Pre -Go Live Performance Testing Under Load is the Confidential & Proprietary Information of TriTech Software Systems. m Inform CAD Transactions Descrighon Resaonse Time; ;;"' Unit Recommendation — Single Unit - Time from invoking the 2 seconds Initial Assign command for a single unit to the recommendation window presented to the user. Recommending a single unit to an incident with a verified address. Unit Recommendation — Three Units - Time from invoking the 3 seconds Initial Assign command for three units to the recommendation window presented to the user. Recommending three units to an incident with a verified address. Unit Recommendation — Six Units - Time from invoking the Initial 5 seconds Assign command for six units to the recommendation window presented to the user. Recommending six limits to an incident with a verified address. Assign Unit — Time to assign a unit using the Assign command in 1 second the command line to when the unit shows Dispatched in the Unit Status Queue. Status Change — Time from entry of the status change command in 2 seconds the command line to the unit showing the next status in the Unit Status Queue for Responding, Staged, or At Scene. View Details of Incident - Time from Double Click on incident in 2 seconds the Pending Queue to the Incident Viewer screen opens. Add Comments to Incident — Time from adding comments to the I second incident while in the Incident Viewer by pressing the Save button to the time that the data is displayed in the Comments/Notes area with appropriate time stamps. Make Unit Available — Time from when the user enters the 2 seconds Available command on the command line to the unit becoming available in the Unit Status Queue. The information in this Appendix F- section 13.1.3 Pre -Go Live Performance Testing Under Load is the Confidential & Proprietary Information of TriTech Software Systems. 84 Appendix F - ACCEPTANCE TEST PLAN Inform Mobile Performance Metrics TriTech Mobile View Incident — Time from selection of an incident 1 second in the queue display to the incident details displayed on the Mobile. TriTech Mobile Status Change — Time from status button press for 2 seconds Enroute, At Scene or Staged to status display update in the Unit Status Queue on the CAD system. Inform RMS Performance Metrics Inform R VAS-Trans'aGtirrns e "Desrip6 do Response mrtxte ; „3. Open Incident Data Entry Screen - Time from selection of Incident 3 seconds module until the Incident screen opens. Save an Incident - Time from pressing the save button on the 3 seconds Incident screen until screen control is returned to the user. Search for a Case — Time from the entry of a case number in the 3 seconds search box until the case is returned on the screen. View Case — Time from the selection of a Case from the queue 3 seconds until the Case screen opens. Open Arrest Data Entry Screen - Time from selection of Arrest 3 seconds module until the Arrest screen opens. Save an Arrest - Time from pressing the save button on the Arrest 3 seconds screen until screen control is returned to the user. Open Evidence Data Entry Screen - Time from selection of 3 seconds Evidence module until the Evidence screen opens. Save Evidence - Time from pressing the save button on the 3 seconds Evidence screen until screen control is returned to the user. Search for Evidence — Time from the entry of an evidence number 3 seconds in the search box until the evidence item is returned on the screen. View Evidence — Time from the selection of an Evidence record 3 seconds The information in this Appendix F- section 13.1.3 Pre -Go Live Performance Testing Under Load is the Confidential & Proprietary Information of TriTech Software Systems. from the queue until the Evidence screen opens. Assign Investigator to a Case — Time from the selection and save of 3 seconds the investigator until screen control is returned to the user. Update Case Status — Time from the save of an updated case status 3 seconds until screen control is returned to the user. Create a New Task in Case Management — Time from the selection 3 seconds of tasks until the task screen opens. Inform Jail Performance Metrics Open Data Entry Screen — Time from selection of module until the 3 seconds module screen opens. Save a Record — Time from pressing the save button screen until 3 seconds screen control is returned to the user. The information in this Appendix F- section 13.1.3 Pre -Go Live Performance Testing Under Load Is the Confidential & Proprietary Information of TriTech Software Systems. W 13.1.4 Reliability Acceptance Testing, Subsystem and System Acceptance Final Subsystem Acceptance — Inform CAD, Inform RMS, Inform FBR, and Inform Mobile Subsystems. Each group of related Subsystems (Inform CAD, Inform Mobile and related interfaces are grouped together, and Inform RMS, Inform FBR and related interfaces are grouped together) shall be assessed separately during the Reliability Acceptance Test period. In the event that these two groups of Subsystems do not Go Live concurrently, they shall go through the Reliability Acceptance Test at different times, in accordance with the criteria set forth by this Agreement. Upon Go Live of each Subsystem or group of related Subsystems, the Client shall utilize the Subsystems) for a thirty (30) day Reliability Acceptance Test period to verify system reliability in a live environment. If no Critical Priority or Urgent Priority Software Errors (as those terms are defined in the Agreement) are reported during such thirty (30) day period, the Subsystem(s) shall be deemed to have passed the Reliability Acceptance Test. In the event that a Critical Priority or Urgent Priority Software Error occurs during the Reliability Acceptance Test period, TriTech shall commence actions in accordance with the Software Support Agreement to correct the reported error. • In the event that a Critical Priority Software Error occurs between day one (1) and day thirty (30) of the Reliability Acceptance Test Period, the Reliability Acceptance Test Period will be stopped and restarted at day one (1) once the Software Error has been resolved in accordance with the Software Support Agreement. In the event that an Urgent Priority Software Error occurs between day one (1) and day fifteen (15), the Reliability Acceptance Test Period will be stopped and restarted from day one (1) once the Software Error has been resolved in accordance with the Software Support Agreement. If the Software Error occurs between day sixteen (16) and day thirty (30), the Reliability Acceptance Test Period will be stopped and restarted from day sixteen (16) once the resolution has been provided in accordance with the Software Support Agreement. • If the Subsystems do not pass after three (3) restarts or resumption due to an unresolved Critical or Urgent Priority software error, the City and TriTech will develop a joint resolution plan. Final System Acceptance. If all Subsystems Go Live together, Final System Acceptance shall occur at the conclusion of the thirty (30) day Reliability Acceptance Test Period defined above. Should the Subsystems be implemented in a two -phased approach with Inform CAD, Inform Mobile and related Interfaces in Phase I; and Inform RMS, Inform FBR and related Interfaces in Phase II, Final System Acceptance will be achieved at the conclusion of the thirty (30) day Subsystem Reliability Acceptance test period for Phase II (Inform RMS, Inform ,FBR, and related Interfaces) if there are no unresolved Critical Priority or Urgent Priority software errors, including transfer of data between Inform CAD and Inform Mobile, and Inform RMS and Inform FBR as defined in the Software Support Agreement. In the event of Critical or Urgent Priority software error, the steps in sections 10.3.1 through 10.3.2 will be followed. 87 14APPENDIX G - FUNCTIONAL DESCRIPTION DOCUMENTS The following FDD's are attached: 1) ATIMS Two Way Interface 2) Bair Gum Ops Data Push 3) Brazos Data Upload 4) CAD Tow to DTS Interface 5) Coplink Multiple Publisher 6) Crash Importer 7) LInX Data Publisher 8) Master Name and Image Importer 9) Personnel Data Exporter 10) Personnel Data Upload 11) Phoenix Data Upload 12) RMS DTS Interface 1.3) RMS Package Upload to Court 14) Sex Offender Data Upload The FDD's contain the confidential and proprietary information of TriTech Software Systems. 99 Bidirectional interface configured for use with the ATIMS System. • • Inform RMS • • • • XML Inform FBR • • • ' • TriTech's Cost Proposal includes licensing, deployment, initial configuration and " warranty support of a bidirectional interface to share arrest and booking data. In order to achieve this integration, TriTech will provide two mechanisms: • Arrest Publisher • Recent Information Importer Arrest Publisher In order to provide that integration, TriTech will develop an arrest publisher. The Publisher will provide a defined set of data in an event -driven manner. On create and modify of an Arrest Summary Record, arrest data will be published by TriTech as it occurs in Inform RMS. The published data will be placed on a network share for consumption by third party in an XML file format that aligns with the Inform RMS database. Each record published will contain both a record type and a unique source record identifier that is based on the primary key of the parent record in Inform RMS. TriTech will re -send the entire record following modification to the Summary Record. The Publisher utility will maintain a log file that will identify any file I/O errors encountered during its operation. Recent Information Importer TriTech will achieve this integration via an automated Importer that will monitor the network share for Booking data for insertion into Recent Information for reuse in Inform FBR Reports. Booking data provided by ATIMS must include the Badge Number with the submission file. TriTech has a standard data format to accept Booking -related data from ATIMS; this data format will be included in the Operational Scenario Document (OSD) and aligns with the Inform database. Any variation on this data format will require customization services at an additional cost. General Information: Deployment and operation of the interface, as described here, does not require modifications to existing TriTech products and no product modifications are proposed. The TriTech interface and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's planned scope of work assumes the shared directory used by the ATIMS System for depositing exported files will be on the same local area network as Inform RMS or will be accessible from the Inform RMS network. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the TriTech interface. Timely approval of interface documentation, support of remote deployment tasks (to opyngMt 2015 TriTech Software Systems - Confidential & Proprietary, Unpublished: Rights reserved under the copyright laws of the United States, Pagel of include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services, or other fees that might be assessed by any third -party for enabling the TriTech interface, as described. Copyright© 2015 TriTech Software Systems - Confidential & Proprietary. Unpublished. Rights reserved under the copyright laws of the United States, Page 2 of 2 • 6/29/2015 1.0 Inform RMS will share incident information with any third party capable of utilizing TriTech's standard Incident Publisher. • Inform RMS • • • • XML • • • ' • TriTech's Cost Proposal includes licensing, deployment, initial configuration and ' warranty support of a unidirectional interface that will share incident information with third party. In order to provide that integration, TriTech will develop an incident publisher. The Publisher will provide a defined set of data incident data with guns involved in an event -driven manner. On create and modify of an Incident Summary Record, incident data with guns involved will be published by TriTech as it occurs in Inform RMS. The published data will be placed on a network share for consumption by third party in an XML file format that aligns with the Inform RMS database. Each record published will contain both a record type and a unique source record identifier that is based on the primary key of the parent record in Inform RMS. TriTech will re -send the entire record following modification to the Summary Record. The Publisher utility will maintain a log file that will identify any file 1/0 errors encountered during its operation. The interface and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TrFech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the interface. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services or other fees that might be assessed by any other third -party for enabling the integration as described. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 Automated Crash Data Importer configured for use with Brazos Crash system. • Inform RMS • • • XML PDF • • TriTech's Cost Proposal includes licensing, deployment, initial configuration and warranty support of a unidirectional import utility that ingests motor vehicle crash data captured using Brazos Crash system to the Inform RMS database. The import feature is designed to eliminate redundant data entry at the RMS for crash information captured while using Brazos Crash system. TriTech's Automated Motor Vehicle Crash Data Importer is a Windows Service providing one-way data transfer from the Brazos Crash system to Inform RMS. TriTech's Automated Motor Vehicle Crash Data Importer Interface will monitor a shared network directory for new submissions. Once detected the data will be transformed for import into Inform RMS. Crash data is to be published by Brazos Crash system to files in a shared network directory where the data is available for import by Inform RMS. The data is to be provided in fully documented, machine-readable XML schema along with a PDF of the officer's report. As proposed, the TriTech Automated Crash Data Importer supports data imports in a single format. A single style sheet is configured to map the relevant data elements from the Brazos Crash system output file to the Inform RMS DMV data structure. Data not supported by the Inform RMS data model will not be imported. Updates from Brazos to existing records in Inform RMS is not included as part of this proposal. If updates are desired, further conversation needs to occur for documenting and scoping that functionality. The TriTech Automated Motor Vehicle Crash Data Importer provides master indices resolution for crash data programmatically imported into Inform RMS. The crash data imported from the Brazos Crash system is available to access through the Inform RMS client upon successful import into Inform RMS. All PDF's will be attached to the associated record in Inform RMS DMV Module and will remain unchanged by the interface. The Automated Crash Data Importer will support a multi -jurisdiction environment. Deployment and operation of the TriTech Automated Crash Data Importer, as described here, does not require modifications to existing TriTech products and no product modifications are proposed. The TriTech Automated Crash Data Importer and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's planned scope of work assumes the shared directory used by the Brazos Crash system for depositing exported files will be on the same local area network as Inform RMS or will be accessible from the Inform RMS network. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 2 The TriTech Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the TriTech Automated Crash Data Importer. The proposed TriTech Automated Crash Data Importer assumes that all data entry occurs in the Brazos Crash system. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services, or other fees that might be assessed by any third -party for enabling the TriTech Automated Crash Data Importer as described. The TriTech Automated Crash Data Importer is compatible with the version of Inform RIMS proposed in TriTech's cost proposal. Copyright © 2015 TriTech Software Systems —Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 2 11/4/14 1.0 Automated Citation Data Importer configured for use with the Brazos Ticketwriter system. Inform RMS GOTAN TrFech's Cost Proposal includes licensing, deployment, initial configuration and warranty support of a unidirectional import utility that ingests citation data captured using the Brazos Ticketwriter system to the Inform RMS database. The import feature is designed to eliminate redundant data entry at the RMS for citation information captured while using the Brazos System. TrFech's Automated Citation Data Importer is a Windows Service providing one-way data transfer from the Brazos system to Inform RMS. Citation data is to be published by Brazos to files in a shared network directory where the data is available for import by Inform RMS. The data is to be provided in a fully documented, machine-readable XML schema. As proposed, the TriTech Automated Citation Data Importer supports data imports in a single format. The TriTech Automated Citation Data Importer Windows Service checks the shared network directory for new submissions on a scheduled basis. A single style sheet is configured to map the relevant data elements from the Brazos system output file to the Inform RMS citation data structure. The data supplied by the Brazos system must be sufficient to complete the associated Inform RMS record. Data not supported by the Inform RMS data model will not be imported. The TriTech Automated Citation Data Importer provides master indices resolution for citation data programmatically imported into Inform RMS. The citation data importec from the Brazos system is available to access through the Inform RMS client upon successful import into Inform RMS. The Automated Citation Data Importer supports one jurisdiction with Santa Ana. Support of additional jurisdictions will need to be evaluated and scoped Deployment and operation of the TriTech Automated Citation Data Importer, as described here, does not require modifications to existing TriTech products and no product modifications are proposed. The TriTech Automated Citation Data Importer and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's planned scope of work assumes the shared directory used by the Brazos system for depositing exported files will be on the same local area network as Inform RMS or will be accessible from the Inform RMS network. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the TriTech Automated Citation Data Importer. I of interface documentation, support of remote deployment tasks Copyright© 2014 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 2 include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services, or other fees that might be assessed by any third -party for enabling the TriTech Automated Citation Data Importer as described. The TriTech Automated Citation Data Importer is compatible with the version being proposed as part of the TriTech proposal. Copyright© 2014 TriTech Software Systems —Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 2 ))>) TRITECH <,,,0,A�l s �s Page 1 of 1 IVersion: 1.0 Issue date: 01/14/2014 FDD: Interface with DTI for Tow Integration Issued by: Kevin Dorst TriTech Software Systems — Functional Description Document Integration with Dispatch & Tracking (DTS) for Tow Services The City of Santa Ana currently uses DTS as a service to manage its towing services. The customer has asked for Inform CAD to interface with the DTS application. The level of integration for this interface will be as follows: A Custom PowerLine command will be implemented that will allow the Santa Ana Inform CAD user to enter the command +the incident number in the PowerLine. When the command is submitted, a message will be sent to DTS Web Service that will include at least the incident number (referred to as CAD event number). When the DTS system receives the message is received a Tow Service has been assigned, DTS will respond to CAD (with the matching event number) the name of the tow company, their telephone number / Pager number as well as a status. This information will be written to the Incident Comments of the CAD record. It's possible that DTS will send further updates (tow arrived, tow departed, etc.) and this will be sent to CAD and also recorded in the incident comments (note: Consideration must be taken that the incident could be closed; however, the comment must be written to the incident regardless of if it's open or closed). Assumptions: 1. The DTS Tow Interface assumes no additional modifications to existing TriTech products are required. 2. This Functional Description Document only covers interaction with CAD. If additional requirements for RMS are required, it would be covered under another Functional Description Document. 3. Several valid sample XML files from the DTS system shall be provided to TriTech by the Client or DTS prior to the implementation of the Tow Interface. 1. TriTech is responsible for providing an overview to specified client personnel in the operation and monitoring of the DTS interface. 1. Several valid samples of data exchange from the DTS system shall be provided to TriTech prior to the implementation of the interface. 2. The DTS system will supply data formatted as fully documented XML files that are loaded to a network file share accessible to TriTech. Copyright © 2014 TriTech Software Systems — Confidential & Proprietary. rage 'I Unpublished: Rights reserved under the copyright laws of the United States. 10/20/2015 W= 1 1.0 Inform RMS will share incident, arrest, citation and field interview information with anv third party capable of utilizing TriTech's standard Multiple Publisher. Inform RMS XML TriTech's Cost Proposal includes licensing, deployment, initial configuration and warranty support of a unidirectional interface that will share incident, arrest, citation, and field interview information with third party. In order to provide that integration, TriTech will develop a multiple publisher for incident, arrest, citation, and field interview information. The Publisher will provide a defined set of data in an event -driven manner. On create and modify of an incident, arrest, citation, and field interview Summary Record, data will be published by TriTech as it occurs in Inform RMS. The published data will be placed on a network share for consumption by a third party in an XML file format that aligns with the Inform RMS database. Each record published will contain both a record type and a unique source record identifier that is based on the primary key of the parent record in Inform RMS. TriTech will re -send the entire record following modification to the Summary Record or modification to the Inform RMS record. The Publisher utility will maintain a log file that will identify any file 1/0 errors encountered during its operation. The interface and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the interface. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TrFech's Cost Proposal does not include any products, services or other fees that might be assessed by any other third -party for enabling the integration as described. Copyright © 2015 TriTech Software Systems —Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 • 10/20/2015 1 MwILI 1.0 Inform RIMS will share incident, arrest, citation and field interview information with any third party capable of utilizing TriTech's standard Multiple Publisher. • • Inform RMS • • • • XML • • • • TrFech's Cost Proposal includes licensing, deployment, initial configuration and warranty support of a unidirectional interface that will share incident, arrest, citation, and field interview information with third party. In order to provide that integration, TriTech will develop a multiple publisher for incident, arrest, citation, and field interview information. The Publisher will provide a defined set of data in an event -driven manner. On create and modify of an incident, arrest, citation, and field interview Summary Record, data will be published by TriTech as it occurs in Inform RMS. The published data will be placed on a network share for consumption by a third party in an XML file format that aligns with the Inform RIMS database. Each record published will contain both a record type and a unique source record identifier that is based on the primary key of the parent record in Inform RMS. TriTech will re -send the entire record following modification to the Summary Record or modification to the Inform RIMS record. The Publisher utility will maintain a log file that will identify any file 1/0 errors encountered during its operation. The interface and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the interface. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services or other fees that might be assessed by any other third -party for enabling the integration as described. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 1.0 Automated Master Name and Image Importer that can be used with any third party suoolving the data in a TriTech designated format. TriTech's Cost Proposal includes licensing, deployment, initial configuration and warranty support of a unidirectional import utility that ingests master name demographic data and images captured using a third party system to the Inform RIMS database. The import feature is designed to eliminate redundant data entry. TriTech's Automated Master Name and Image Importer is a Windows Service providing one-way data transfer from any third party supplying the master name data and images in a TriTech designated format for import to Inform RMS. TriTech's Automated Master Name and Image Data Importer Interface will monitor a shared network directory for new submissions. Once detected the data will be imported into Inform RMS Master Name Module. Master Name data is to be published by the third party system to files in a shared network directory where the data is available for import by Inform RMS. The data is to be provided in a fully documented, machine-readable XML schema. As proposed, the TriTech Automated Master Name and Image Importer supports data imports in a single TriTech designated format. The images associated with the master name data shall be in TIFF, JPEG, PNG, and BMP file format with a unique naming convention that aligns with the naming of the XML data file. The TriTech Automated Master Name Importer provides master indices resolution for name data imported into Inform RMS. The name data imported from the third party system is available to access through the Inform RMS client upon successful import into Inform RMS. Deployment and operation of the TriTech Automated Master Name and Image Importer, as described here, does not require modifications to existing TriTech products and no product modifications are proposed. The TriTech Automated Master Name and Image Importer and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's planned scope of work assumes the shared directory used by the third party system for depositing exported files will be on the same local area network as Inform RMS or will be accessible from the Inform RMS network. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the TriTech Automated Master Name and Image Importer. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services, or other fees that might be assessed by any third -party for enabling the TriTech Automated Master Name and Image Importer as described. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 WE Automated Personnel Data Importer that can be used with any third party supplying the personnel data in a TriTech designated format. Inform RMS • • XML TriTech's Cost Proposal includes licensing, deployment, initial configuration, and warranty support of a unidirectional interface that imports personnel information captured in a third party system that can comply with TriTech's designated format. TriTech's Automated Personnel Importer is a Windows Service providing one-way data transfer from the third party system supplying the personnel data in a TriTech designated format for import into Inform RMS. TriTech's Automated Personnel Data Importer Interface will monitor a shared network directory for new submissions. Once detected the data will be imported into Inform RMS. Personnel data is to be published by third party to files in a shared network directory where the data is available for import by Inform RMS. The data is to be provided in fully documented, machine-readable XML. As proposed, the TriTech Automated Personnel Importer supports data imports in a single TriTech designated format. The TriTech Automated Personnel Importer provides master indices resolution for personnel data imported into Inform RMS. The personnel data imported from the third party system is available to access through the Inform RMS client upon successful import into Inform RMS. The Automated Personnel Importer supports a multi -jurisdiction environment. It is assumed that all agencies utilizing the third party system are sharing the same Inform server as the requesting agency and utilizing the same version and format of the third party software. Deployment and operation of the TriTech Personnel Importer, as described here, does not require modifications to existing TriTech products and no product modifications are proposed. The TriTech Automated Personnel Importer and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's planned scope of work assumes the shared directory used by the third party system for depositing exported files will be on the same local area network as Inform RMS or will be accessible from the Inform RMS network. The TriTech Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the TriTech Automated Personnel Importer. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page t of 2 TriTech's Cost Proposal does not include any products, services, or other fees that might be assessed by any third -party for enabling the TriTech Automated Personnel Importer as described. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 2 • - 6/49/2015 1.0 Inform RIMS will share personnel information with any third party capable of utilizing TriTech's standard Personnel Publisher. Application:Inform RIMS K= • • XML ProposedTrFech's Cost Proposal includes licensing, deployment, initial configuration and App" warranty support of a unidirectional interface that will publish personnel information with any third party capable of consuming TriTech Standard Personnel Publisher format. In order to provide that integration, TriTech will provide a personnel publisher. The Publisher will provide a defined set of personnel data in an event -driven manner. On create and modify of a Personnel record data will be published by TriTech as it occurs in Inform RMS. The published data will be placed on a network share for consumption by third party in an XML file format designated by TriTech. Each record published will contain both a record type and a unique source record identifier that is based on the primary key of the parent record in Inform RMS. TriTech will re -send the entire record fallowing modification to the Personnel record. The Publisher utility will maintain a log file that will identify any file 1/0 errors encountered during its operation. The interface and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the interface. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services or other fees that might be assessed by any other third -party for enabling the integration as described. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 • 11/4/14 1.0 Automated Parking Data Importer configured for use with the Phoenix Group system. • • Inform RMS • • • • XML • • • TriTech's Cost Proposal includes licensing, deployment, initial configuration and " warranty support of a unidirectional import utility that ingests Parking data captured using the Phoenix Group system to the Inform RMS database. The import feature is designed to eliminate redundant data entry at the RMS for Parking information captured while using the Phoenix Group System. TrFech's Automated Parking Data Importer is a Windows Service providing one-way data transfer from the Phoenix Group system to Inform RMS. Parking data is to be published by Phoenix Group to files in a shared network directory where the data is available for import by Inform RMS. The data is to be provided in a fully documented, machine-readable XML schema. As proposed, the TriTech Automated Parking Data Importer supports data imports in a single format. The TriTech Automated Parking Data Importer Windows Service checks the shared network directory for new submissions on a scheduled basis. A single style sheet is configured to map the relevant data elements from the Phoenix Group system output file to the Inform RMS Parking data structure. The data supplied by the Phoenix Group system must be sufficient to complete the associated Inform RMS record. Data not supported by the Inform RMS data model will not be imported. The TriTech Automated Parking Data Importer provides master indices resolution for Parking data programmatically imported into Inform RMS. The Parking data imported from the Phoenix Group system is available to access through the Inform RMS client upon successful import into Inform RMS. The Automated Parking Data Importer supports one jurisdiction with Santa Ana. Support of additional jurisdictions will need to be evaluated and scoped Deployment and operation of the TriTech Automated Parking Data Importer, as described here, does not require modifications to existing TriTech products and no product modifications are proposed. The TriTech Automated Parking Data Importer and associated data store reside on a conventional or virtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's planned scope of work assumes the shared directory used by the Phoenix Group system for depositing exported files will be on the same local area network as Inform RMS or will be accessible from the Inform RMS network. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the TriTech Automated Parking Data Importer. Timely approval of interface documentation, support of remote deployment tasks (to Copyright © 2014 TriTech Software Systems —Confidential & Proprietary Unpublished: Rights reserved under the copyright Taws of the United States Page 1 of 2 include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services, or other fees that might be assessed by any third -party for enabling the TriTech Automated Parking Data Importer as described. The TriTech Automated Parking Data Importer is compatible with the version being proposed as part of the TriTech proposal. Copyright © 2014TriTech Software Systems —Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 2 �� TRITPCH Page 1 of 1 Version: <1.0> Issue date: 1/16/2014 l Tow Import Integration with I)TS Issued by: Tammy Ragan Functional Description Document: Tow Import Integration with DTS TriTech proposes the Automated Tow Importer for this integration. The Automated Tow Importer interface imports tow -related data into Inform RMS. The tow data imported from the DTS system is available to access through the Inform RMS client upon successful import into Inform RMS. The interface provides Master Indices Resolution for all tow data imported into Inform RMS. The importer itself is a Windows Service and provides a one-way data transfer from the DTS system to Inform RMS. The Automated Tow Importer solution includes the Automated Tow Importer and the associated stylesheet to map the relevant data elements from DTS XML output file to the RMS tow data structure. Data not supported by the Inform RMS database will be retained and provided as part of the Narrative area. The Tow Import interface will monitor a network share for xml files output from DTS. Once an XML file is discovered it will be parsed and transformed into a format that can be imported. The Master Indices Resolution tool will be used for Master Indices resolution before attempting to import into Inform RMS. Assumptions: 1. DTS will supply data formatted as fully documented XML files that are loaded to a file share accessible to TriTech and the Tow Importer. 2. No modifications to existing TriTech products or database will be required to support t this interface. 3. TriTech is responsible for completing the installations, training, and support remotely of the interface. 4. Several valid sample XML files from DTS shall be provided to TriTech by the Client prior to the implementation of the interface. 5. The Client has implemented RMS 4.6 prior to the delivery of the interface. 6. TriTech will create an Operational Scenario Document (OSD) that must be approved prior to delivery of the interface. TriTech Software Systems Copyright © 2014 - confidential a Proprietary, page 1 of 1 Unpublished', Rights reserved under the copyright laws of the United States. 6/12/2015 1 1.0 Inform RMS will provide the ability to accumulate information stored in Inform RMS pertaining to any given Case into one or more PDF files. Inform RMS • •: • • • PDF TriTech's Cost Proposal includes licensing, deployment, initial configuration and warranty support of a unidirectional interface that will provide the ability to accumulate information stored in Inform RMS pertaining to any given Case into one or more PDF files. In order to provide that integration, TriTech will develop an interface that will allow the user to select from the action drop down on the Case of Inform RMS and select option to "Package Case". The user interface will contain options to include all or just a selectable subset of information. It will also include the option to print everything as an individual PDF file or as a single PDF file. Each selected report will be followed by any PDF copies of attachments associated to that record in Inform RMS. All attachments will be in a PDF format. The interface and associated data store reside on a conventional orvirtualized server platform compliant with TriTech's approved hardware and software specifications. TriTech's Cost Proposal assumes the client will support any component and/or integration testing required to facilitate the timely delivery of the interface. Timely approval of interface documentation, support of remote deployment tasks (to include providing secure and reliable remote network access for installation, training and support) and execution of any acceptance testing will be incorporated as part of any resulting contract with TriTech. TriTech's Cost Proposal does not include any products, services or other fees that might be assessed by any other third -party for enabling the integration as described. Copyright © 2015 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 :)) TRITECH Page 1 of 1 Version: <1.1> Issue date: 1/16/2014 FDD: Master Name Publisher Issued by: Tammy Ragan Functional Description Document: Master Name Publisher Santa Ana, CA has requested integration with the California Department of Justice Sex Offender Registry. In order to accommodate this request, TriTech proposes the Master Name Publisher Interface. The Master Name Publisher will provide for a one-way transfer of Master Name data from Inform RMS to a network file share for consumption by the California Department of Justice Sex Offender Registry. TriTech will create a capability to publish data elements from the Inform RMS Master Name. The Master Name Publisher will monitor the Inform RMS database for new and/or updated Master Name records identified as sex offenders and export the data to a network file -share location. Note: Only data elements currently housed in the Inform RMS database will be included. No state specific data elements included. Assumptions: 1. TriTech will supply data in an XML file format. 2. The Client has implemented RMS 4.6 prior to the delivery of the Master Name Publisher. 3. TriTech will create an Operational Scenario Document (OSD) that must be approved prior to delivery of the interface. Included within these specifications will be example data files. 4. The Master Name Publisher assumes no modifications to existing TriTech's product or database will be required for this interface. 5. TriTech is responsible for completing the installations and support remotely of the Master Name Publisher. TriTech Software Systems Copyright© 2014-confldentlai a Proprietary. Unpublished', Rights reserved under the copyright laws of the United States. ADDENDUM A-2 PROPRIETARY INFORMATION PRICING AND PAYMENT MILESTONES TriTech Software and Services Inform CAD Software Inform CAD API - Customer $ 4,500.00 1 $ 4,500.00 Inform CAD Browser (250 Concurrent Users) $ 18,000.00 1 $ 18,000.00 Inform CAD Position Site License $ 9,000.00 11 $ 99,000.00 Inform CAD Rotation Provider $ 9,000.00 1 $ 9,000.00 Inform CAD Routing Server $ 18,700.00 1 $ 18,700.00 Standard ANI/ALI Interface $ 8,100.00 1 $ 8,100.00 Inform CAD Server Software (B - 6-20 Positions) $ 27,000.00 1 $ 27,000.00 Inform CAD Standard Operating Procedure SOP $ 6,750.00 1 $ 6,750.00 Standard Push to Talk Interface (Motorola Gold Elite and MACOM only) $ 13,500.00 1 $ 13,500.00 Inform CAD the Archive Server Software $ 16,650.00 1 $ 16,650.00 Inform CAD The GISLink Utility $ 18,000.00 1 $ 18,000.00 NCIC/State Message Switch Additional Connection $ 6,750.00 1 $ 6,750.00 NCIC/State Message Switch Additional Connection $ 6,750.00 1 $ 6,750.00 NCIC/State Message Switch Additional Connection $ 6,750.00 1 $ 6,750.00 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO TIIIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 33 of 104 PROPRIETARY INFORMATION' DeStil ,tia}" , s y4, tF Fe -y, ToI( NCIC/State Message Switch Software - Inform CAD/Inform Mobile/Inform RIMS $ 54,000.00 1 $ 54,000.00 NCIC/State Query Position for Inform CAD $ 450.00 11 $ 4,950.00 Standard RMS to Inform CAD Premise Data Transfer Interface One-way flow $ 9,000.00 1 $ 9,000.00 $ 327,400.00 Inform CAD Services Sv� �s`':-)^�i d"'ii� ��5 �}" 3�, ✓�1, 2�1 Plaid tfsH'.iW ('�t�I {ry��. j[Y�k"f iY gip, �F u.Y 4�"k'"Z�Gd♦40��.Cn�^ 'P4Y "y. V•,�+..Y,,�FYry�A} Additional Engineering Consultation Services not to exceed 40 hours $ 7,200.00 1 $ 7,200.00 Base CAD Server Configuration (Includes installation of the Database server, Web server, and Comm server) $ 3,150.00 1 $ 3,150.00 Browser Server Configuration $ 1,260.00 1 $ 1,260.00 CAD Archive Server Configuration $ 1,890.00 1 $ 1,890.00 CAD Business Analysis and Consultation Services $ 34,177.50 1 $ 34,177.50 CAD Data Conversion Services (Caution Notes and Premises only) $ 13,500.00 1 $ 13,500.00 CAD Interface Server Configuration (per interface server) $ 787.50 3 $ 2,362.50 I THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT RE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE. WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved render the copyright laws of the United States Page 34 of 104 PROPRIETARY INFORMATION' CAD Position Configuration (up to 5 workstations) $ 787.50 1 $ 787.50 CAD System Configuration & DOLF (B - per DOLF Session, 6-20 Positions) $ 22,500.00 1 $ 22,500.00 CAD System Orientation/Analysis (B - 6-20 Positions) $ 11,250.00 1 $ 11,250.00 NetClock Configuration $ 787.50 1 $ 787.50 CAD Test/Training Server Configuration $ 2,520.00 1 $ 2,520.00 Onsite Go Live Support Services for CAD and Mobile (2 people - 3 days, 24 hour coverage) $ 25,200.00 1 $ 25,200.00 Custom CAD Mapping Conversion Services Client supplied data $ 18,112.50 1 $ 18,112.50 Test and/or Training Interface Configuration Services: Standard ANI/ALI Interface $ 1,440.00 1 $ 1,440.00 CAD API Training (per participant - 4 day - At TriTech Only - Requires API License) $ 2,250,00 3 $ 6,750.00 CAD Supervisor Training (Five days, up to 10 students) $ 6,300.00 1 $ 6,300.00 CAD System Administration Training Course Per student - 4-5 days at TriTech $ 1,305.00 3 $ 3,915.00 CAD Follow-up Training Course (Per class - 3-da s, up to 10 students) $ 3,780.00 2 $ 7,560.00 CAD Administration Training Course (Code File management) (3 day class - Per class - at client site up to 10 students) $ 3,780.00 1 $ 3,780.00 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, TITE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 35 of 104 PROPRIETARY INFORMATION a�t�;�G.'�x.,�+� v�e3pnl�l9.;�'��t'm � x3U'�it,Price,i".�4.`iQrid?itit TotaYrP,1'lces,� k�...!. CAD Train -The -Trainer Course (Pre- requisite User Training - Per class 3-day class up to 10 students) $ 3,780.00 1 $ 3,780.00 CAD User Training Course (Per class - 4- day class up to 10 students) $ 5,040.00 4 $ 20,160.00 GISLink Training Course 3 day on -site $ 2,520.00 1 $ 2,520.00 - $ 200,902.50' Inform Mobile Software sx Nvw19 YVfx Lixgy `3 y "/1411rhi} .�u4 6 M:.'i� i "T'P.?a.l"Rlfc@' Deb i o.n ...+ ryea h f Prig- "ry. 4 Q4�a114t Inform Mobile Base Position with CJIS/NCIC Forms $ 900.00 150 $ 135,000.00 Inform Mobile Magnetic Stripe Reader Software $ 180.00 150 $ 27,000.00 Inform Mobile Server Software (C - 101-250 Positions) $ 40,500.00 1 $ 40,500.00 $ 202,500.00 Inform Mobile Services p-ar. �'s. " °�y �}b: b1A!"E"orleSA 3 Po hFu eM1*� f'^�' P Vt�''✓$d Custom Mobile Mapping Conversion Services Client supplied data $ 7,560.00 1 $ 7,560.00 Mobile Interface Server Configuration (per Interface Server) $ 1,575.00 1 $ 1,575.00 Mobile Position Configuration (5 units) $ 1,575.00 1 $ 1,575.00 Mobile Server Configuration(per Server $ 1,575.00 1 $ 1,575.00 Mobile System Configuration and BA services B - 101- 250 Licenses $ 27,000.00 1 $ 27,000.00 ` THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE. WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 36 of 104 PROPRIETARY INFORMATION' I';Prt�f',' Mobile Administration Training Course (Per class - 1 -day up to 3 students) $ 1,620.00 1 $ 1,620.00 Mobile Train -The -Trainer (Per class - 1-day up to 8 students) 1 Da $ 1,620.00 4 $ 6,480.00 $ 47,385.00' Inform FBR Software D 5crt ,tl fi ,..Ta a �. , 4 IIy tr ees i > ' arltit't � S` I P1ice a IX Inform FBR Server Software If00 Users $ 11,250.00 1 $ 11,250.00 Inform FBR User Site License $ 823.50 50 $ 41,175.00 $ 52,425.00 Inform FBR Services k'+1'���'Wi d�:. '"�' F�•J`�F.i4 ''9d�" rH: S.� '.y,, '1 ���i R Sh fi: t4'%,^.�i y N`Yj-1�ipi�'"�rvi'�'}��+. S�iF' hW:Y�'�yjk'fl'a�� v`eF' FBR 3 day workshop and consultation $ 5,670.00 1 $ 5,670.00 FBR Business Analysis Services and Consultation $ 157.50 130 $ 20,475.00 FBR Position Software Installation (up to 5 workstations) $ 2,835.00 1 $ 2,835.00 FBR Server Installation and Configuration $ 3,150.00 1 $ 3,150.00 FBR System Orientation and Analysis (B - 41-100 concurrent users) $ 5,670.00 1 $ 5,670.00 Onsite Go Live Support Services for FBR (1 person, 2 days, single shift) $ 3,780.00 2 $ 7,560.00 FBR Administration Training (100 concurrent users) $ 2,160.00 1 $ 2,160.00 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 37 of 104 PROPRIETARY INFORMATION' D` cFt N FBR Core End User Train -The -Trainer Training 2 days) $ 2,520.00 5 $ 12,600.00 $ 60,120.00 Inform RMS Software N tr " t �'1 tQ ��..;�, Inform RMS Accident $ 11,761.20 1 $ 11,761.20 Inform RMS Barcode Handheld Reader Software $ 1,552.50 1 $ 1,552.50 Inform RMS Equipment Maintenance $ 11,761.20 1 $ 11,761.20 Inform RMS Evidence and Barcoding $ 11,763.00 1 $ 11,763.00 Inform RMS Intelligence, Internal Affairs and Narcotics $ 19,602.00 1 $ 19,602.00 Inform RMS Pawn Interface $ 16,200.00 1 $ 16,200.00 Inform RMS Server Software 40 Users $ 52,272.00 1 $ 52,272.00 Inform RMS User Site License $ 1,431.00 40 $ 57,240.00 NCIC/State Software Position Inform RMS $ 450.00 20 $ 9,000.00 RMS Address Validation & Pin Mapping Service Annual Subscription (C - Population 150,001 - 300,000) $ 7,071.30 1 $ 7,071.30 Inform RMS Test or Training System $ 0.00 1 $ 0.00 $ 198,223.20 I THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 38 of 104 PROPRIETARY INFORMATION' Inform RMS Services "5- ' Y 4'a Y✓��N `' d .tF " �-, ,§�crl"PM1ce^. aS � Qu�Rt� ,�Dtal'RP�S@�ca -x�v Signature Pad Installation and Configuration $ 1,400.00 1 $ 1,400.00 Onsite Go Live Support Services for RMS (1 person, 2 days, single shift) $ 5,670.00 1 $ 5,670.00 Remote Implementation Services for RMS Address Validation and Pinivapping $ 1,620.00 1 $ 1,620.00 RMS 3-Day Workshop and Consultation $ 5,670.00 1 $ 5,670.00 RMS Business Analysis and Consultation Services $ 157.50 120 $ 18,900.00 RMS DOLF C - 21-40 Users $ 5,670.00 1 $ 5,670.00 RMS GIS Services Analysis Services, Setup Services and Remote Installation and Training Services $ 4,055.40 1 $ 4,055.40 RMS Position Installation (up to 5 workstations) $ 2,835.00 1 $ 2,835.00 RMS Server Installation and Configuration $ 3,150.00 1 $ 3,150.00 RMS System Orientation and Analysis - (C - 21-40 concurrent users) $ 5,670.00 1 $ 5,670.00 Intelligence Training $ 1,620.00 1 $ 1,620.00 RMS Admin & Personnel End User Training 2 day) $ 2,520.00 1 $ 2,520.00 RMS Barcode & Evidence Training 2 days) $ 2,160.00 1 $ 2,160.00 Additional Training Da RMS or FBR $ 1,620.00 10 $ 16,200.00 I THESE ADDENDA CONTAIN 'TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright O 2015 TriTech Software Systems Unpublished; Rights reserved under the copyright laws of the United States Page 39 of 104 PROPRIETARY INFORMATION' RMS Case Management End User Training 1 day) $ 1,260.00 3 $ 3,780.00 RMS Citation End User Training 1 day) $ 1,260.00 1 $ 1,260.00 RMS Core End User Training 3 days) $ 3,780.00 9 $ 34,020.00 RMS Gun Permit End User Training (1 day) $ 1,260.00 1 $ 1,260.00 RMS Imaging End User Training (0.5 days) $ 787.50 1 $ 787.50 RMS Parking Tickets End User Training (1 day) $ 1,260.00 1 $ 1,260.00 RMS Equipment Maintenance Training (2 day) $ 2,160.00 1 $ 2,160.00 RMS Pawn End User Training 1 day) $ 1,260.00 1 $ 1,260.00 RMS Towing/Impound End User Training 1 day) $ 1,260.00 1 $ 1,260.00 RMS Traffic Accidents Training 1 day) $ 1,620.00 1 $ 1,620.00 RMS Train the Trainer Training 3 days) $ 3,780.00 1 $ 3,780.00 RMS Warrants End User Training 1 day) $ 1,260.00 1 $ 1,260.00 Standard RMS GIS Training for RMS Address Validation and PinMapping remote up to 4 hours $ 630.00 1 1 $ 630.00 Report Writing Training 3 days) $ 3,780.00 1 $ 3,780.00 $ 135,257.90 1 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE. SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITIIOUT TIIE WRITTEN CONSENT OF AN OFFICER OF TRI'TECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 40 of 104 PROPRIETARY INFORMATION' Inform RMS Interfaces , s'•� ys is : ,a;, a 4x � k ' Drspnpti�iri;,-� �,�.hf;u',.<.'�,�,..�,..'<. �, -`T 'a crc a .Uh7tPnc„@';+.}'• - ,(�uaii� " k.i k is + w a Tgt�l,�n�e�w�,�.�. �i CAD TOW to DTS Data Transfer $ 157.50 300 $ 47,250.00 Orange County Court $ 157.50 264 $ 41,580.00 Phoenix Group Parking Citation Data Upload $ 157.50 115 $ 18,112.50 Evidence Data Conversion $ 157.50 210 $ 33,075.00 eSo h Personnel Data Import $ 157.50 88 $ 13,860.00 Personnel Data Export $ 157.50 66 $ 10,395.00 RMS Gun data Export to BAIR $ 157.50 120 $ 18,900.00 ATIMS - Two Way Interface $ 157.50 176 $ 27,720.00 ATIMS Master Name Importer $ 157.50 110 $ 17,325.00 Brazos Citation Upload $ 157.50 115 $ 18,112.50 Co link and UnX Data Export $ 157.50 264 $ 41,580.00 DOJ Sex Offender Upload $ 157.50 50 $ 7,875.00 DTS TOW to RMS TOW $ 157.50 44 $ 6,930.00 Signature Pad Interface $ 18,000.00 1 $ 18,000.00 Enhanced NCIC $ 50,000.00 1 $ 50,000.00 Brazos Accident Data Upload $ 157.50 100 $ 15,750.00 Inform Mock CAD Go Live $ 5,600.00 1 1 $ 5,600.00 Inform Mock RMS Go Live $ 5,600.00 1 $ 5,600.00 $ 397,665:00. I THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 41 of 104 PROPRIETARY INFORMATION TriTech.com IO / Analvtics Subscription Fee it�¢Y`i.C:ttt�,�.t „}q{.S., S4.VI �kyra.f b�?k..".ay �',iSlt PltCe v Qlta.Vtt ^'nu1�18t.1 rrY.[�. 4i .A: TRITECH.COM IQ ANALYTICS 5 Concurrent User Bundle One Year Subscription $ 2,250.00 1 $ 2,250.00 TRITECH.COM IQ ANALYTICS 5 Concurrent User Bundle One Year Subscription Additional $ 2,250.00 1 $ 2,250.00 TRITECH.COM IQ API One Year Subscription (Per Site) $ 1,800.00 1 $ 1,800.00 TRITECH.COM IQ Dashboard Designer 1 Concurrent User One Year Subscription $ 900.00 1 $ 900.00 TRITECH.COM IQ Search (C - 41-250 Concurrent Users) One Year Subscription $ 6,480.00 1 $ 6,480.00 $ 13,680.00 TriTech.com IO / Analvtics Services �r di„�evr'•'-' �f,1t ��t#�i r 1`�4r � y ' n :k`ke '+Y� .� . ,�SCiCtF!i Oi�: k°�`$.3' a "fin: tCE�'�r�° TRITECH.COM IQ 1/2 Day Admin Training Remote $ 630.00 1 $ 630.00 TRITECH.COM IQ 1/2 Day End User Training Remote $ 630.00 1 $ 630.00 TRITECH.COM IQ ANALYTICS 1 Day Dashboard End User Training Remote $ 1,260.00 1 $ 1,260.00 TRITECH.COM IQ ANALYTICS 1/2 Day Reporting End User Training Remote $ 630.00 1 $ 630.00 TRITECH.COM IQ ANALYTICS Set Up Services Remote $ 630.00 1 $ 630.00 I THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECII SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SIIALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRTTECH SOFTWARE, SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 42 of 104 PROPRIETARY INFORMATION � x ' �' Descn tton,� , „ilritt Pnce Quantiit Total Pnce , TRITECH.COM IQ API Consulting Services Additional 24 Hours $ 3,780.00 1 $ 3,780.00 TRITECH.COM IQ API Consulting Services Initial 40 Hours $ 6,750.00 1 $ 6,750.00 TRITECH.COM IQ Setup and Conversion Services (Up to 5 years for TT Products $ 990.00 1 1 $ 990.00 $ 15,300.00 Project Services Escrow Setup Fee $ 250.00 1 $ 250.00 Annual Escrow $ 850.00 1 $ 850.00 Travel Expenses Fixed fee $ 150,680.00 1 $ 150,680.00 Project Management $ 313,575.00 1 $ 313,575.00 $ 465,355.00 NOTE: For those TriTech Software licenses noted as a site license, additional licenses canted above the quantity listed will require additional fees for embedded third party applications. THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE, SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITIIOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agneement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 43 of 104 PROPRIETARY INFORMATION Annual Software Support Fees — Year 1 (Begins at Subsystem Acceptance) Product Name Support Type Total Price Inform CAD API - Customer - Maintenance 24x7 2417 $ 990.00 Inform CAD Browser (C - 101-250 Concurrent Users) - Maintenance 24x7 2417 $ 3,960.00 Inform CAD Position - Maintenance 24x7 2417 $ 21,780.00 Inform CAD Rotation Provider - Maintenance 24x7 2417 $ 1,980.00 Inform CAD Server Software (B - 6-20 Positions) - Maintenance 24x7 2417 $ 5,940.00 Inform CAD Standard Operating Procedure (SOP) - Maintenance 24x7 2417 $ 1,485.00 Inform CAD Test or Training System Maintenance (B - 6-20 Users) 2417 $ 1,782.00 Inform CAD the Archive Server Software - Maintenance 24x7 2417 $ 3, 663.00 Inform CAD The GISLink Utility - Maintenance 24x7 2417 $ 3,960.00 NCIC/State Message Switch Additional Connection - Maintenance 24x7 2417 $ 4,455.00 NCIC/State Message Switch Software - Inform CAD/Inform Mobile/Inform RMS v4.6+ - Maintenance 24x7 2417 $ 11,880.00 NCIC/State Query Position for Inform CAD - Maintenance 24x7 2417 $ 1,089.00 Standard ANI/ALI Interface - Maintenance 24x7 2417 $ 1,782.00 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT TIRE WRITTEN CONSENT OF AN 0114TICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 44 of 104 PROPRIETARY INFORMATION' Product Name Support Type Total Price Standard Push to Talk Interface (Motorola Gold Elite and MACOM only) - Maintenance 24x7 2417 $ 2,970.00 Inform FBR v4.6+ Server Software (B - 41-100 Users) - Maintenance 24x7 v4.6+ 2417 $ 2,475.00 Inform FBR v4.6+ User - Maintenance 24x7 v4.6+ 2417 $ 9,058.50 Inform Mobile Mapping Annual Support 2417 $ 3,750.00 Inform Mobile Base Position with CJISINCIC Forms - Maintenance 24x7 2417 $ 29,700.00 Inform Mobile Magnetic Stripe Reader Software - Maintenance 24x7 2417 $ 5,940.00 Inform Mobile Server Software (C - 101-250 Positions) - Maintenance 24x7 2417 $ 8,910.00 Inform Mobile Test or Training System Maintenance 2417 $ 1,881.00 Inform RMS Test or Training System Maintenance 2417 $ 1,458.00 Inform RMS v4.6+ Accident - Maintenance 24x7 2417 $ 2,587.46 Inform RMS v4.6+ Barcode Handheld Reader Software formerly RMS v4.6+ Bar Code Handheld Client License - Maintenance 24x7 2417 $ 341.55 Inform RMS v4.6+ Equipment Maintenance 24x7 - Maintenance 24x7 2417 $ 2,587.46 Inform RMS v4.6+ Evidence and Barcoding - Maintenance 24x7 2417 $ 2,587.86 Inform RMS v4.6+ Intelligence, Internal Affairs and Narcotics - Maintenance 24x7 2417 $ 4,312.44 1 THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT RE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE. WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright taws of the United States Page 45 of 104 PROPRIETARY INFORMATION Product Name Support Type Total Price Inform RMS v4.6+ Pawn Interface - Maintenance 24x7 2417 $ 3,564.00 Inform RMS v4.6+ Server Software (C - 21-40 Users) - Maintenance 24x7 2417 $ 11,499.84 Inform RMS v4.6+ User - Maintenance 24x7 2417 $ 12,592.80 NCIC/State Software Position Inform RMS v4.6+ - Maintenance 24x7 2417 $ 1,980.00 CAD Tow Data to DTS Tow Application $ 8,505.00 Orange County Court $ 7,484.40 Phoenix Parking Ticket data upload $ 3,260.25 eSo h Personnel Data Importer $ 2,494.80 Personnel Data Exporter $ 1,871.10 Inform RMS Gun Data export to Bair $ 3,402.00 ATIMS Two Way Interface $ 4,989.60 ATIMS MNI Import $ 3,118.50 Brazos Citation data Upload $ 3,260.25 CopLink data Export $ 7,484,40 DOJ Sex Offender Upload $ 1,417.50 DTS to Inform RMS Interface $ 1,247.40 Signature Pad Interface $ 3,600.00 Enhanced NCIC $ 11, 000.00 Brazos Accident Data Upload $ 2,835.00 Initial Term Year 1 Annual Software Support Fee Total $ 238,912.11 Discount Year 1 Software Support Fee ($238,912.11) THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECII SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright taws of the United States Page 46 of 104 Equipment (Hardware) and Third Party Software Barcode Industrial Portable Data Terminal $ 1,215.00 4 $ 4,860.00 Barcode Pol Pro Labels 3.00"xl.00" 8 $ 268.64 4 $ 1,074.56 Barcode Printer Resin Ribbon 12 $ 676.00 4 $ 2,704.00 Barcode TB Zebra, GK420T, Printers, 4" Print Width $ 795.00 4 $ 3,180.00 $ 11,818.56 The Client is responsible for providing all Equipment and System Software not specifically listed herein. All Client provided Equipment and System Software must meet TriTech's minimum recommended specifications. Client is responsible for ensuring proper configuration of all Client provided equipment to support operation of the TriTech Software. In the event that TriTech's assistance is required to assist with, or correct equipment configuration, TriTech will invoice the Client at TriTech's then current hourly rates for out of scope services in accordance with Section 9.1 of this Agreement. INSTALLATION AT DESIGNATED LOCATION AND SHIPPING INSTRUCTIONS Deliver To: City of Santa Ana Police Department 60 Civic Center Plaza Santa Ana, CA 92701 Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 47 of 104 Contract Price Summary TriTech Software and Services $2,116,213.60 Equipment and Third Party Software $ 11,818.56 *Project Implementation Total $2,128,032.16 *Ongoing annual Software Support Fees are listed in Addendum E Support Terms; Ongoing annual TriTech.com Subscription Fees are listed in Addendum F TriTech.com Subscription Service License and Use Terns Payment Milestones SOW TriTech Software and Services Task (Milestones paid upon successful completion criteria) % 6.2 Project Kickoff 10.0% $211,621.36 7.3.4 Inform CAD DOLF 7.0% $148,134.95 7.3.5 Inform CAD FAT 6.0% $126,972.82 7.3.7 Inform CAD Training 6.0% $126,972.82 7.11.1 CAD Subsystem Go Live 6.0% $126,972.82 7.5.4 Inform Mobile FAT 8.0% $169,297.09 7.6.3 Inform RMS DOLF 7.0 % $148,134.95 Inform RMS Evidence Data Conversion (Pre -Go Live 7.6.6.2 conversion) 2.0% $42,324.27 7.7.5 Inform RMS FAT 6.0% $126,972.82 7.7.6 Inform FBR Training 6.0% $126,972.82 7.11.2 RMS Subsystem Go Live 6.0% $126,972.82 CAD Subsystem Acceptance 10.0% $211,621.36 RMS Subsystem Acceptance 20.0% $423,242.72 Total 100.0% TriTech Software and Services Total Payments: $2,116,213.60 Equipment and Third Party Software 100% due on Delivery — there may be multiple Deliveries $11,818.56 Project Implementation Total $2,128,032.16 Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright taws of the United States Page 48 of 104 ADDENDUM A-3 PROPRIETARY INFORMATION' SYSTEM PLANNING DOCUMENT Attached THESE ADDENDA CONTAIN TRADE SECRET AND OTHER PROPRIETARY INFORMATION OF TRITECH SOFTWARE SYSTEMS. SUBJECT TO SECTION 11.8, THE INFORMATION CONTAINED HEREIN SHALL NOT BE COPIED OR DISCLOSED TO THIRD PARTIES OR USED FOR ANY PURPOSE NOT DIRECTLY RELATED TO PERFORMANCE OF THIS AGREEMENT WITHOUT THE WRITTEN CONSENT OF AN OFFICER OF TRITECH SOFTWARE SYSTEMS. Santa Ana System Purchase and Support Agreement Copyright© 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 49 of 104 TRITECH SOFTWARE SYSTEMS Inform RMSTM (Web Ul) System Planning Document TriTech Software Systems v.4.9 This document supersedes all previous versions of the Site Preparation Guide and Support Connectivity Guide, Site Preparation Guide or Site Prep Guide issued by TriTech. These documents are referenced by TriTech license agreements. This document also supersedes all previous versions of the Platform Planning Document. Nate: TriTech documents typically refer to "customers" as "clients" — however, the word client is used frequently in this technical document to refer to system or network components. Therefore, this document will use the term customer to describe organizations that have contracted with TriTech for goods and/or services. THIS DOCUMENT, AND THE INFORMATION CONTAINED HEREIN, IS PROPRIETARY AND CONFIDENTIAL TO TRITECH SOFTWARE SYSTEMS. DISCLOSURE OF THIS DOCUMENT OR THE INFORMATION CONTAINED HEREIN TO ANY THIRD PARTY, CORPORATION, AGENCY OR OTHER ENTITY, OR USE OF THIS DOCUMENT OR THE INFORMATION CONTAINED HEREIN EXCEPT IN CONNECTION WITH THE TRITECH PROJECT DESCRIBED HEREIN, IS STRICTLY PROHIBITED. Page 1 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright52014 )) TRITF--CH SOFTWARE SYSTEMS Inform RMS System Planning Document OVERVIEW.................................................................................................................................................................. 4 1. INFORM RMS ARCHITECTURE OVERVIEW (4.9 AND HIGHER)......................................................4 1.1 INFORM RMS OVERVIEW............................................................................................................................4 2. INFORM RMS DATABASE SERVER........................................................................................................7 2.1 DATABASE SERVER HARDWARE PLATFORMS.............................................................................................7 2.1.1 DATABASE SERVER HARDWARE REQUIREMENTS.......................................................................................7 2.1.2 DATABASE REINDEXING...............................................................................................................................9 2.1 .3 DATABASE SERVER AND DOMAIN CONTROLLER FUNCTIONS................................................................... 10 3. INFORM RMS WEB SERVER...................................................................................................................10 3.1 WEB SERVER HARDWARE PLATFORMS.................................................................................................... 10 3.1.1 WEB SERVER HARDWARE REQUIREMENTS.............................................................................................. 10 4. INFORM RMS WORKSTATIONS.............................................................................................................11 4.1 STANDARD INFORM RMS WORKSTATION CONFIGURATION......................................................................11. 5. INFORM RMS VIRTUALIZED DESKTOP SUPPORT...........................................................................13 6. SSL CERTIFICATES...................................................................................................................................13 6.1.1 OTHER SYSTEM COMPONENTS................................................................................................................. 14 7. NETWORKING AND SECURITYACCESS FOR INFORM RMS/INFORM SYSTEMS...................15 7.1 7.2 7.2.1 7.2.2 7.2.3 7.2.4 7.2.5 F-1A 9. 10. 11. INFORM RMS AND ACTIVE DIRECTORY....................................................................................................15 SERVER/WORKSTATION PERMISSIONS..................................................................................................... 15 SUPPORT AND INSTALLATION ACCOUNT................................................................................................... 16 INFORM RMS DATABASE SERVER............................................................................................................ 16 INFORMRMS WEB SERVER......................................................................................................................1.6 DISASTER RECOVERY SERVER ACCOUNTS.............................................................................................. 16 INFORM RMS WORKSTATIONS.................................................................................................................. 17 MACHINE NAME GUIDELINES................................................................................................................17 PORTCONFIGURATION...........................................................................................................................17 TIME SYNCHRONIZATION.......................................................................................................................17 INFORM RMS BACK-UP SERVER AND DISASTER RECOVERY OPTIONS.................................18 11.1 INFORM RMS DISASTER RECOVERY SERVER.......................................................................................... 18 11 .1 .1 INFORM RMS DISASTER SERVER............................................................................................................. is 11.2 DISASTER SERVER BEST PRACTICES....................................................................................................... 19 11.2.1 DISASTER SERVER HARDWARE REQUIREMENTS...................................................................................... 19 12. INFORM RMS —INFORM COMPONENT VIRTUALIZATION..............................................................20 13. COMPATIBILITY WITH THIRD PARTY PRODUCTS...........................................................................21 13.1 THIRD PARTY PRODUCT COMPATIBILITY TESTING PROCEDURE.............................................................. 21 13.2 TRITECH SUPPORT OF THIRD PARTY PRODUCTS.................................................................................... 22 13.3 VIRUS PROTECTION SOFTWARE CONFIGURATION.................................................................................... 22 13.3.1 PLATFORM SPECIFIC RECOMMENDATIONS............................................................................................... 23 14. PHYSICAL AND ENVIRONMENTAL REQUIREMENTS FOR COMPUTER ROOM.......................23 14.1 COMPUTER ROOM..................................................................................................................................... 23 Page 2 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )) TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document 14.2 ENVIRONMENTAL SPECIFICATIONS............................................................................................................ 24 15. DISCLAIMER................................................................................................................................................25 Page 3 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyrighf02015 )) TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document This document covers a diverse set of topics ranging from product architecture information, approval for Microsoft platforms, security and support communications, system component hardware and third party software and system restart checklists. This is intended as the primary reference point for system administrators and system planners. This information includes previously released information from a variety of documents including the Site Preparation Guide and Support Connectivity Guide and the Platform Planning Document. In many cases, more detailed information is listed in product documentation and release notes and may change from version to version. This document will be updated periodically and made available to all customers. This document supersedes all previous versions of the Site Preparation Guide and Support Connectivity Guide, Site Preparation Guide or Site Prep Guide issued by TriTech. These documents are referenced by TriTech license agreements. This document also supersedes all previous versions of the Platform Planning Document. 1.1 Inform RMS Overview An Inform RMS system operates across multiple software tiers and server -based environments. Physically, these are deployed across the following components: • Inform RMS Database Server • Inform RMS Web Server The Inform RMS System operates through the interaction of several applications, software services and database components that are spread across a multi -tier architecture. These applications, services and components can be distributed in two different configurations. • One server for the Inform RMS Database Tier and the Inform RMS Web Tier Two servers; one server for the Inform RMS Database Tier and one server for the Inform RMS Web Tier Note: For RMS systems greater than 100 concurrent users, the database tier and the web tier Page 4 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 ))TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document need to reside on separate servers. 1nf.. FOR Inform RIMS 4.9 Architecture Diagram Page 5 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )) TRITF--CH SOFTWARF SYSTFMI Inform RMS System Planning Document Inform RMS, Inform RMS and TaTech.com IQ Architecture Diagram Changes in technology including hardware speed and the approved use of virtualization allow for a reduced number of servers for core system components. This document will present recommended deployment plans that may be very different than previous recommendations or your actual system layout. This document will provide recommendations that leverage high powered multi -core processors and virtualization. Customers may continue deployments in a manner that utilizes standard server configurations. Page 6 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary CopyrighP2015 )) TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document The Inform RMS Database Server operates exclusively on Microsoft products — that is, Microsoft Windows and SQL Server. TriTech recommends against the use of other applications on the Inform RMS Database Server including non-RMS related databases. The Production (live) Database Server operates as a file server and a data repository for both setup and operational data. The Inform RMS SQL Server provides data storage in the form of nine (9) databases in one SQL instance. 2.1 Database Server Hardware Platforms Inform RMS Database Server may be deployed in a single server environment. • Single Server Single server systems do not have an option for automatic system failover. The Disaster Server solution described in a later section of this document can provide for a rapid manual failover to a back-up server for single server systems. 2.1.1 Database Server Hardware Requirements CPU Intel Xeon Quad Core or Intel Xeon Dual Core or Intel Xeon Dual Core or In higher higher Number 2 physical processors 2 physical processors 2 physical processors Speed 2.5 GHz or higher 3Mb 2.0 GHz or higher 2Mb 2.0 GHz or higher 3Mb cache or higher over cache or higher over cache or higher over 756Mb front -side bus 756Mb front -side bus 756Mb front -side bus Speed Speed Speed Memory 32GB RAM 16GB RAM 8GB RAM Op. System Win Svr 2012 Stnd x64 Win Svr 2012 Stnd x64 Win Svr 2012 Stnd x64 SQL Server SQL Server 2012 Stnd x64 SQL Server 2012 Stnd x64 SQL Server 2012 Stnd x64 (License 4 Cores) (License 4 Cores) Page 7 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyrighf02015 ))TRITECH SOFTWARF SYSTFMS Inform RMS System Planning Document (License 4 Cores) Dedicated to Operating Dedicated to Operating Dedicated to Operating System & SQL Application System & SQL Application System & SQL Application 1/0 Channel 0 (2) 146GB RAID 1 (2) 146GB RAID 1 (2) 146GB RAID 1 (15,000> RPM SAS/SCSI) (10,000> RPM SAS/SCSI) (10,000> RPM SAS/SCSI) SQL Logs SQL Data, Indexes, & Logs SQL Data, Indexes, & Logs 1/0 Channel 1 (3) 146GB RAID 5 (3) 146GB RAID 5 (3) 146GB RAID 5 (10,000> RPM SAS/SCSI) (10,000> RPM SAS/SCSI) (10,000> RPM SAS/SCSI) SQL Data N/A N/A 1/0 Channel 2 (6) 146GB RAID 5 or 10 (10,000 > RPM SAS/SCSI) SQL Indexes N/A N/A 1/0 Channel 3 (2) 146GB RAID 1 (10,000 > RPM SAS/SCSI) • TCP/IP protocol stack • TCP/IP protocol stack • TCP/IP protocol stack installed installed installed Static or DHCP IP • Static or DHCP IP • Static or DHCP IP Network address address address Interface , Minimum 100/1000 • Minimum 100/1000 • Minimum 100/1000 Mbps full duplex Base- Mbps full duplex Base- Mbps full duplex Base-T T network interface T network interface network interface adapter adapter adapter USB Ports 2 USB 2.0 2 USB 2.0 2 USB 2.0 Optical Drive CD/DVD drive CD/DVD drive CD/DVD drive Note: The amount of RAM assigned to the OS and DB will vary by the version of OS in use; 3211oit vs 64bit. Please carefully review the Microsoft documentation prior to purchasing or attempting to configure additional RAM for a SQL Server. Page 8 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )� TRITECH SOFTWARE SYSTEMS Planning Document • Supporting Software Components o FILESTREAM must be enabled o .Net 4.5 Database Server Disk Space Hard drive requirements vary with the size of the customer's volume of data managed annually and the use of media. TriTech utilizes a formula for estimating disk space for new systems — however, the most effective method for analyzing future hard disk needs is periodic analysis of the size of your system's database and its growth over time. TriTech suggests that system administrators ensure drive redundancy utilizing RAID or other technologies as appropriate to their site. Some system features can significantly impact disk space growth. • The "Attachments" functionality allows for adding documents as attachments to reports. Extensive use of this feature can consume disk space quickly and should carefully be monitored. Note: Insufficient disk space is still one of the most common causes of system down events. 2.1.2 Database Reindexing Inform RIMS supports offline and online re -indexing. Online re -indexing is of particular importance to some customers. Database growth and the data archiving process combine to cause indexes to be progressively less effective. This affects the speed at which data is retrieved and ultimately slows down your system. TriTech recommends that customers re -index their system at least once a year. SOL Server Enterprise Edition introduces the ability to re -index your databases without taking the system offline — however, this important feature is only available in the Enterprise version. Please note that even with the Enterprise Edition there are certain tables that cannot be re -indexed online due to limitations of SOL Server data types. Even though re -indexing online is an option with Enterprise Editions, some performance degradation may be experienced and as such, even online re -indexing operations should be scheduled around non -peak usage times. Each customer will need to determine the relative value of this feature compared to the additional cost of the enterprise version of SOL Server. TriTech recommends that sites Page 9 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )�TRITF--CH SOFTWARF SYSTFMI Inform RMS System Planning Document with a large number of workstations and/or high call volume implement the enterprise version of SQL Server in order to take advantage of this important capability. 2.1.3 Database Server and Domain Controller Functions TriTech does not endorse utilizing the Database Server as a Domain Controller. Doing so raises security and performance issues. Domain Controllers are typically run with a privileged account, which could conceivably allow an attacker access to the Active Directory. Running a Database Server on a Domain Controller can increase resource demands and degrade performance of the SQL Server. Finally, SQL Server is not supported on a read-only Domain Controller. 3.1 Web Server Hardware Platforms Inform RMS Web Server may be deployed in a single server environment. Single Server Single server systems do not have an option for automatic system failover. The Disaster Server solution described in a later section of this document can provide for a rapid manual failover to a back-up server for single server systems. 3.1.1 Web Server Hardware Requirements Note: A separate Web Server is optional for agencies in the C1 & D1 columns. CPU Intel Xeon Quad Core or higher •. Intel Xeon Quad Core or higher (Optional) Intel Xeon Quad Core or higher Number 2 physical processors 2 physical processors 2 physical processors Speed 2.0 GHz or higher 3Mb cache or higher 2.0 GHz or higher 31VIb cache or higher 2.0 GHz or higher 31VIb cache or higher Memory 8GB RAM 8GB RAM 8GB RAM Op. System Win Svr 2012 Stnd x64 Win Svr 2012 Stnd x64 Win Svr 2012 Stnd x64 Page 10 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )� TRITF--CH SOFTWARE SYSTEMS Inform RMS System Planning Document SQL Server N/A N/A N/A Dedicated to Operating Dedicated to Operating Dedicated to Operating System System System 1/0 Channel 0 (1) 80GB RAID 1 (1) 80GB RAID 1 (1) 80GB RAID 1 (10,000 > RPM SAS/SCSI) (10,000 > RPM SAS/SCSI) (10,000 > RPM SAS/SCSI) • TCP/IP protocol stack • TCP/IP protocol stack • TCP/IP protocol stack installed installed installed • Static or DHCP IP • Static or DHCP IP • Static or DHCP IP Network address address address Interface • Minimum 100/1000 Minimum 100/1000 Mbps Minimum 100/1000 Mbps Mbps full duplex Base- full duplex Base-T network full duplex Base-T network T network interface interface adapter interface adapter adapter USB Ports 2 USB 2.0 2 USB 2.0 2 USB 2.0 Optical Drive CD/DVD drive CD/DVD drive CD/DVD drive • Supporting Software Components: o IIS c SSL Certificate o ASP.Net 4.5 o SQL 2012 Common Language Runtime (CLR) Types (if Web Tier is different than Database Tier) o 3.5&4.5WIF Inform RMS Workstations operate a mixture of Microsoft and TriTech applications. Optimal performance and functionality requires adherence to hardware, software and configuration standards. 4.1 Standard Inform RMS workstation configuration Page 11 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 l)) TRITF--CH SOFTWARE SYSTEMS Inform RMS System Planning Document WINDOWSSPECIFICATIONS . . RAM 4G B Available Hard Drive 160GB Display 1024768, 24- or 32-bit color depth Graphics Card 64Mb graphics card If using multiple screens/monitors, the graphics card must accommodate multiple screens (e.g., dual or quad monitors). Prerequisite Software Microsoft Internet Explorer 10, Microsoft Internet Explorer 11, Chrome, or Safari USB 1 or more USB 1.0/2.0 Optical Drive CD/DVD drive Network For LAN -based workstations: • TCP/IP protocol stack installed • Static or DHCP IP address • Minimum 100/1000 Mbps full duplex Base-T network interface adapter • Connection to LAN • Operating Systems: Windows 7 32 bit or 64 bit, Windows 8.1, iOS, and Android Note: TriTech recommends a clean installation of an OS version rather than upgrading between major OS versions. Page 12 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )� TRITF--CH SOFTWARE SYSTEMS Inform RIMS System Planning Document Virtualized Desktop clients are not required for Inform RMS. Inform RMS will require a web certificate. This is a template type issued from a certificate authority. If the client is hosting Inform RMS on premise then they can use a private CA (Certificate Authority) server in-house to generate the certificate. This server must be an enterprise CA, meaning that it is a CA that has been added to the clients domain by a domain admin and has access to the AD directory (to which it references the template directory managed by AD). This cent will serve two purposes first it is bound to the IIS server to provide https transmission. For this reason the certificate common name (CN) must match the domain name of the IIS server <machinename>.domainname.local or <domainaddress>.com The second purpose of this certificate is to manage the encryption and decryption of the handshake between the security tier and the application. This portion only compares thumbprints of the cert so the CN is not relevant. For convenience of certificate management we use the same cert but you could use two separate certificates if so desired. You will need a certificate issued for each instance of IIS (which would be a unique domain name). There are a couple of variables. If each tier needs to be accessible via IIS and have an external domain name then you will need a certificate bound to each IIS server which would require the issuance of a certificate to each server. If you are stacking all tiers on one server then you only need one cert. There are multiple scenarios depending upon the requirements of implementation. An example would be you have the three tiers mentioned and SSL is only required for the client which is the access point. You will want to always stack the client and security tier together whereas app could be separate. In this example you would generate a cent for the SSL binding for the client and security tier, this cert could then be installed on all tiers and used for the handshake (but not applied to the ssl binding for the app tier if it is not needed). If the client is hosting Inform RMS externally on an external web address then the certificate must be issued by a public CA (Digicert, Verisign, GoDaddy etc). The same rules apply here only that it must be issued from a public CA. For public CA's some clients may want to use a wildcard cert. While not recommended (for security reasons) this is acceptable. The rule here is that the wildcard must adhere to the Page 13 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )) TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document domain name policy... this means that if the client has a domain name of foo.com and they want to create a wildcard cert it would be issued as *.foo.com. From here the client could create any subdomain such as RMS.foo.com, AnyName.foo.com all to which would be respected by the wildcard. What would not be accepted would be samples such as Web.RMS.f00.com or tritech.RMS.foo.com. These show multiple subdomains and would require a wildcard like *.*.foo.com. 6.1.1 Other System Components Optional Business Servers (Test/Training Servers) are deployed based upon the operational needs of the customer. These are described in greater detail later in this document. An effective functioning Windows network is essential for optimal operation of an Inform RMS system. The components described in this document rely upon components such as domain controllers, DNS servers, functioning network switches, and configured Windows security settings. This document addresses these topics in order to prepare the customer's system administrator to effectively support their system. Note: The hardware recommendations within this document are provided based on TriTech's internal testing of the Inform RIMS software. Performance on customer systems may vary from system to system, depending on the site's call volume, number of interfaces, network configuration and overall system complexity. Customers routinely inquire about changes in hardware requirements between versions. TriTech's internal test systems are periodically refreshed with new hardware. This makes it difficult for TriTech to predict performance on older workstations and servers. TriTech's experience with upgrades has been that if the customer's existing equipment provides acceptable performance for Inform RMS, the next major version upgrade is not likely to significantly change performance unless the customer elects to activate new functionality or implements some other significant change (expanded workload, workstations, interfaces or OS/DB change). Nevertheless, TriTech will provide recommendations based upon the equipment with which TriTech tests. Note: Version specific requirements for Operating System, Database and supporting software) are hard requirements and must be met to support an upgrade. Page 14 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright°2015 )� TRITF--CH SOFTWARE SYSTEMS Inform RMS System Planning Document 7.1 Inform RMS and Active Directory The server and workstation -based components of a TriTech system rely upon an effectively functioning Microsoft Active Directory Domain. TriTech's network recommendations are as follows: • Group Policies - Newly deployed Group Policies from the WAN side Active Directory can interfere with Inform RMS application(s). TriTech has identified significant problems with TriTech applications, including Inform RMS, at customer sites due to a Group Policy that was applied. Group Policy related issues may sometimes be difficult to identify and troubleshoot. Additional security protocols should be in place by each jurisdiction and/or domain when operating in a multi -jurisdictional environment. • Organizational Unit - If the Inform RMS system is part of an existing Active Directory, all the Inform RMS users/groups and computers should be moved to a separate Organizational Unit (OU). • Firewalis - TriTech recommends a full review of your firewall configuration in order to accommodate LAD and wireless connectivity to the host domain. • Security Patches - TriTech makes every effort to verify newly released Microsoft service packs and security patchesl'l for the TriTech applications. Please review the product release notes for current compatibility or contact TriTech Technical Services for confirmation of currently released Microsoft updates. • Static IP Addresses - TriTech strongly recommends the use of static I addresses for an Inform RMS System to include the Server and Workstation(s). • NIC Cards — NIC cards should not be set to "auto"; they should be set to the highest matching speed applicable for the network and set to "full duplex." By selecting the 'Auto' function, if the network performance degrades the NIC card will remain at the lowest performance threshold. 7.2 Server/Workstation Permissions Specific domain service accounts should be created for any required SQL services or TriTech product service. It is not recommend you use a domain 'User' account for server or workstation services. The following sections will discuss the service accounts required for Inform RMS. .'. TriTech tests applicable Microsoft critical updates on a monthly basis and announces approval for use with TriTech products through Technical Advisories. A library of approved advisories is available on the TriTech Support Website. Page 15 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright°2015 )) TRITF--CH SOFTWARE SYSTEMS Inform RMS System Planning Document 7.2.1 Support and Installation Account TriTech requires a domain account that is also placed into the local 'Administrator Group' on the server in order to install, upgrade and support the overall system. This account is typically named `TriTech". This account should be separate from the account used below for the Server Based Applications. 7.2.2 Inform RMS Database Server TriTech requires a domain account that is also a local administrator (same as the support account) in order to install, upgrade and support the Inform RMS Database Server. TriTech recommends a separate domain account. If necessary, the domain account can be the same account used below for the Server Based Applications. Inform RMS requires access to TCP port 1433 (SQL Server) The System Administrator (SA) account for Microsoft SQL Server is required by TriTech for installation, support and upgrades. 7.2.3 Inform RMS Web Server TriTech requires a domain account that is also a local administrator (same as the support account) in order to install, upgrade and support the Inform RMS Web Server. TriTech recommends a separate domain account. If necessary, the domain account can be the same account used below for the Server Based Applications. Inform RMS requires access to TCP ports 80 (HTTP) and 433 (HTTPS). The System Administrator (SA) account for Microsoft SQL Server is required by TriTech for installation, support and upgrades. 7.2.4 Disaster Recovery Server Accounts When ARCserve is used as part of the Disaster Recovery solution for the Inform RMS Database, TriTech requires a user account with Domain Administrative permissions to run the ARCserve Engine service which is installed on the Production and DR SQL Database servers. This account is used to update the DNS record on a Domain Controller running DNS, and other features; it is not used to log into any servers or to facilitate a failover to the Production or DR SQL Database servers. TriTech requires a user account with local administrative permissions to run the ARCserve Engine service which is installed on the Production and DR SQL Database servers. This account is used to start SQL and to perform administrative tasks pertinent to the failover process. Page 16 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright°2015 ))TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document 7.2.5 Inform RMS Workstations Inform RMS is a web application and does not require a client installation in order to run the application. Inform RMS can be accessed from any workstation, MDT or a tablet on the network using Internet Explorer 10, Internet Explorer 11, Google Chrome and Safari. TriTech works with the customer to establish an effective deployment plan for machine names. The following guidelines are recommended for machine names: 1. The Inform RMS server(s) name cannot include a hypen (-) but can include an underscore (_). 2. The Inform RMS server(s) machine names cannot exceed 12 characters. 3. SQL Server machines names cannot begin with numerical values. 4. RFC 1034 states that domain names cannot have underscore ("_") characters. As such, VMware and possibly other software do not support it. 5. The Inform RMS server(s) host name must be unique. Generic TCP Ports Required for Inform RMS • TCP Port 1433: SQL Server • TCP Port 443: HTTPS • TCP Port 90: HTTP All timestamps automatically created by the Inform RMS application will utilize the Inform RMS server time. Page 17 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyrighf02015 )�TRITECH SOFTWARE SYSTEMS Inform RMS has a variety of options for deploying back-up and Disaster Recovery. For RMS these include CA Areserve or Vmware SRM etc... 11.1 Inform RMS Disaster Recovery Server TriTech has approved a third party Disaster Recovery software that is used to automatically update Inform RMS Database information and Inform RMS Web information between the production database server on a remote Disaster Server. 11.1.1 Inform RMS Disaster Server A remote Disaster Server acts as a replacement for the production database server. This provides an off -site redundant server, but the system requires its own set of business server(s) to operate the system from the remote site. The WAN connection between production and Disaster Server sites should be a minimum of T1 (1.544Mbps) speed to allow for the timely update of files and data. This is only for the data update and is not sufficient bandwidth to operate a substantial number workstations and interfaces from one site connected to another. At this time, the system will be configured for a manual intervention to activate a failover. Manual activation of failover can be done remotely by the System Administrator. There are manual steps that are needed to activate a remote Disaster Center. TriTech will configure ARCserve to perform many of the manual steps such as copying preconfigured files and executing batch files. These are based upon the need to change certain database and file settings before the system can be activated. These settings can be pre -configured in advance to allow for a simplified process for the System Administrator. These include the following: • Preconfigured Files — These files must be preconfigured for the Disaster System and should be stored on the Disaster Server. ARCserve post failover will copy the files into their respective location in the Inform RMS File Share. o Launch - Maintaining a preconfigured Launch o Web Config. ISQL Files - TriTech will preconfigure ISQL files that can be stored on the Disaster Server and are executed via batch files. These will activate functions within SQL Server that will update server configuration information that is stored within the Inform RMS databases. There are two different ISQL files that need to be run before activating the system. Page 18 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )) TRITRCH SOFTWARE SYSTEMS Inform RMS System Planning Document • Manually execute a database consistency check. (Optional) To failback, the replication between the Master and Replica is reversed and another failover is manually triggered once the two servers are back in synch. The same steps have to be followed when failing back to the production system. The system is then reset to the original configuration to synchronize files and data. Note: Servers utilized for production and disaster recovery must have matching operating systems and SOL versions including service packs. 11.2 Disaster Server Best Practices The Disaster Server data may not be actively utilized for reporting purposes (like a Reporting Server) when it is in the Target mode. Additionally, replication may need to be restarted after each server failover. TriTech has identified some challenges related to customer use of ARCserve for Disaster Server functionality. These best practices have been developed to prevent problems with this system. Recommended Actions: 1. Always perform synchronization prior to failing back to the production database server. 2. ARCserve works by copying data from the disk level. Changes made to your offline database — including reindexing or database def rag — will be overwritten when you resynchronize your servers. 3. If you have problems with a failover or a failback, please contact Technical Services, including after hours. Do not attempt to failback and forth between servers if you have a problem as you may damage your most current database if you have missed a step or had an interruption in the process. 4. Always contact Technical Services before elective failovers. This will allow for the designation of a configuration engineer in advance to support you if a problem is experienced. 5. For elective failovers, have users exit RMS and stop interfaces before the cutover. 6. Follow the ARCserve maintenance document before you apply Microsoft updates, SOL service pack, or hot fixes. 11.2.1 Disaster Server Hardware Requirements Disaster Server hardware should match the Production Database Server. Page 19 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyrighe2015 )) TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document Please contact your Client Account Manager for more information on implementing ARCserve HA. 12. Inform RMS — Inform Component Virtualization TriTech has approved the use of a Hypervisor product to host specific business and interfaces servers utilized with the Inform RMS and Inform product suite. Approved Virtualization Product TriTech has approved VMware's vSphere ESXi. Support for the vSphere Hypervisor will be through VMware. Customers should ensure that their personnel have been trained in the installation and management of this software and that software support and services has been purchased for this system. http://www.vmware.com/suppor The following servers are approved for virtualization: • Inform RMS Database Server • Inform RMS Web Server TriTech tested and approved ARCserve HA as the Disaster Recovery software solution. Some TriTech clients have opted to use VMware SRM in conjunction with SAN to SAN replication as their DR solution. TriTech will work with our clients on a consulting basis to assist with the failover process and testing. Maintaining the failover process and solution is the responsibility of the client. Customers electing to deploy vSphere ESXi in their Production environment should carefully assess server capacity and should perform a limited rollout of VMware Server with a preplanned roll -back strategy. It should be understood by the customer that when planning a virtual solution, performance for a VM is measured in GHz and GB of RAM. Although a single virtual 2.26GHz CPU may be allocated to the VM, the server will only consume the amount of vCPU resources needed to perform its task. TriTech also recommends the use of Shared Storage. Customers should also be aware of software licensing models. Understand how VMware licenses their product as well as the benefits of using Microsoft Data Center licensing 2012 vs Windows Server 2012 Standard licensing. With proper planning and server capacity, vSphere ESXi can be used effectively in a Production environment. TriTech did not test Microsoft's Hyper-V Hypervisor solution. Customers who are comfortable with Microsoft's Hyper-V solution can deploy it at their own risk. Page 20 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary CopyrighP2015 )� TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document Customers often want to operate Third Party software applications on the same workstation as their TriTech software products. For these reasons, TriTech has developed a process that will allow customers to take responsibility for testing and utilizing Third Party products with Inform RMS workstations. This process does not mean that TriTech will support Inform RMS with these Third Party products. If a problem occurs, TriTech may request the removal of the Third Party product in order to resolve the problem or rule out a conflict. But this process does provide a relatively safe method for customers to test and safely utilize Third Party products. Many customers have successfully utilized this process. If the customer desires to load Third Party software (not required by Inform RMS) on a RMS workstation, such as office automation software like Microsoft Office, the customer should first review the applicable Inform RMS release notes for compatibility information (i.e., Microsoft Office). If information is not available, the customer should contact the TriTech Technical Services department to determine if compatibility information is available for this specific type of software. 13.1 Third Party Product Compatibility Testing Procedure If no compatibility information is available, the customer is responsible for making a determination regarding loading of the Third Party software. Inform RMS problems caused by the Third Party software are not covered items under the support agreement. If the customer assumes responsibility and elects to proceed with the installation, TriTech recommends that the customer successfully complete a recent Inform RMS System Administration course and be competent in the installation and reinstallation of Inform RMS Software at the workstation level. When the customer has this foundation of technical skills, the following procedure is recommended for testing a Third Party software application: 1. Select a single workstation for testing purposes. The workstation should not be needed for production use. 2. Load the new application following installation instructions from the manufacturer. Reference applicable TriTech Technical Advisories for known conflicts (e.g., Crystal Reports versions) with components that are used by Inform RMS to determine what optional items may be installed. 3. Following the installation, restart the workstation. Review the information in Add/Remove Programs paying particular attention to common perquisites to make sure newer versions have not been installed by the Third Party software. Page 21 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )� TRITECH SOFTWARE SYSTEMS Planning Document Uninstall' inappropriate supporting components (MDAC, MSXML, .NET Framework and the like). Reinstall the applicable version of prerequisites and review ODBC connections. Launch the applicable TriTech application (Inform RMS) and test both the TriTech application and the Third Party application for functionality. If there are Inform RMS problems, consider uninstalling Inform RMS (remember to not leave components in the Recycle Bin) and reinstalling. If the two applications are working properly, run the single workstation for one to two weeks to determine if problems occur under load. If no problems occur, consider loading the Third Party software on additional workstations as part of a phased roll -out. Please note that compatibility may change with each version release of Inform RMS or with new versions of the Third Party software as dependent components change. Therefore, the Third Party application may not work with an upgrade and may need to be uninstalled by the customer to troubleshoot Inform RMS problems. Additionally, performance issues may occur with all applications if the customer adds additional applications without adding additional memory. Note: One of the most common problems effecting Inform RMS performance are errors related to workstation or network configurations. Errors occurring during computer start- up from Third Party applications can negatively affect Inform RMS functionality and performance. 13.2 TriTech Support of Third Party Products TriTech's support agreement covers software developed by TriTech (such as Inform RMS, Interfaces and special database tools). The base support agreement does not cover support for third party products, including third party hardware and software (such as Microsoft). More specifically, any third party hardware or software defects or upgrades, as well as network setup, domain management, and base mapping data is not covered under TriTech's standard support agreement. To assist customers with specific needs, TriTech has implemented custom support agreements to provide support for some third party hardware and / or software. For example, for some customers TriTech has contracted to be first point of contact for help desk and issue tracking for third party products, such as Fire RMS, Police RMS, and the like. For other customers, TriTech has contracted to provide direct support for selected hardware products, including cases where we contract with a local vendor to maintain the customer's hardware. 13.3 Virus Protection Software Configuration TriTech strongly recommends the implementation of Virus Protection software with TriTech systems including Inform CAD, Inform Mobile Inform RMS and Inform RMS. ' TriTech recognizes that some Microsoft components delivered in Service Packs or Patches may not be uninstalled. TriTech attempts to avoid these conflicts by testing Microsoft Service Packs and Patches for Windows and SQL Server. Consult with TriTech Technical Services if such a conflict is identified. Page 22 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )) TRITECH SOFTWARE SYSTEMS Inform RMS System Planning Document This includes but is not limited to the servers, workstations, and MDC units. If not applied correctly, the implementation of Virus Protection software can have a significant impact on the operation and performance of software systems including the noted TriTech systems. Therefore the guidelines when deploying or upgrading Virus Protection software. Depending on how it is implemented, Virus Protection software has been known to cause problems on networks such as performance degradation. Additionally, improper scanning activities for viruses can negatively impact Microsoft's SQL Server and other third party software including Computer Associates (CA) ARCserve RHA. TriTech has provided the following recommendations to assist system administrators with the implementation of Virus Protection software to minimize the risk of virus infection as well as to minimize performance degradation as a result of virus scanning activities. These recommendations are provided as a reference point for the initial installation and are not necessarily all-inclusive. As with most technologies, additional or ongoing configuration is required to achieve optimal performance. It is important to emphasize that the improper implementation of Virus Protection software can impede a system's performance. 13.3.1 Platform Specific Recommendations 1. For all Windows OS -based equipment in your system, please follow the Microsoft guidelines which can be found at http://support.microsoft.com/kb/822158. 2. For customers using ARCserve RHA (an CA software application), CA recommends that the "%winddir%\CASpool" (folder and all of the folders or files that are being synchronized by ARCserve must be excluded from active and scheduled virus scans. This includes the TriTech file structure on the server. 3. If your system uses Microsoft Cluster Server, please consult with your Virus Protection software vendor to determine its compatibility with Cluster services. Because Virus Protection software drivers reside above the file system, they may not properly address the nuances related to a clustered environment. For more information on this topic, please refer to: http://support.microsoft.com/kb/250355. 14. Physical and Environmental Requirements for Computer Room 14.1 Computer Room Characteristic Description Spatial Provide adequate space and working area for equipment and personnel Fire Protection Provide smoke detectors, fire suppressant Dust/Static Free Maintain clean and static free environment Page 23 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyrighf02015 )) TRITECH SOFTWARF SYSTFMS Inform RMS System Planning Document Limit Access Restrict entry, minimize foot traffic Uninterruptible Power Provide UPS and line conditioning for computer room equipment Voice Telephone Line Provide outside access to contact support Modem Telephone Line Provide RAS support for disaster contingency dial -up Computer Cabinet Provide storage and access for equipment Note: Typical equipment in computer room may consist of: server(s), monitor(s), keyboard(s), mouse, hub(s), printer, scanner, modem, and interface/message switch(s). This preparation guide is only intended to provide general information. For detailed specifications please refer to each equipment specification supplied by the manufacturer. All manufacture specifications are subject to change without notice. 14.2 Environmental Specifications Characteristic Description Storage temperature 0 degrees C to 40 degrees C (30 degrees F to 104 degrees F) Storage humidity 8% to 80% (relative) Operating temperature 10 degrees C to 28 degrees C (50 degrees F to 82 degrees F) Operating humidity 15% to 80% (relative) Maximum thermal dissipation 91 kcal per hour (360 BTU per hour) Note: Operating temperature and humidity ranges may vary depending upon the mass storage devices installed. High humidity levels can cause improper operation of disk drives. Low humidity ranges can aggravate static electricity problems and cause excessive wear of the disk surface. Page 24 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyright02015 )) TRITF--CH SOFTWARF SYSTFMS Inform RMS System Planning Document 15. Disclaimer The information contained in this document represents the current view of TriTech Software Systems on the issues discussed as of the date of publication. Because TriTech must respond to changing market conditions, including deployment plans by software developers such as Microsoft and ESRI, it should not be interpreted to be a commitment on the part of TriTech, and TriTech cannot guarantee the accuracy of any information presented after the date of publication, especially as it relates to third parties such as Microsoft and ESRI. This White Paper is for informational purposes only. TRITECH MAKES NO WARRANTIES, EXPRESS OR IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT. End of Document Page 25 of 25 Proprietary Information. Do not duplicate or disclose. TriTech Software Systems Proprietary Copyrigh02015 7F R I 77E S01 T'a+ARE SYS I EMS SYSTEM PLANNING GUIDE Inform CAD and Mobile Version 5.7 9477 Waplee sheet, Suite 100 Seer Diego, CAD2121 L1'.eim; (85a) 7 90-7000 Technical SerJiser- br%Dry S37 ref jil © 2003-2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States. All information in this document is proprietary and confidential and owned by TriTech Software SystemsTM. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of TriTech Software SystemsTM Version 5.7.0.0 Published for TriTech Software Systems Disclaimer The information in this document is subject to change without notice. This document is provided Linder license in connection with an update version of the software named on the front page hereof. The software version to which this document relates is subject to the License and other terms and conditions of the contract Linder which the software was originally provided. This document is part of the TriTech Documentation referred to in that contract and is likewise subject to the terms and conditions thereof, including, without limitation, the License and Confidentiality terms. THIS DOCUMENT AND THE SOFTWARE VERSION PROVIDED HEREWITH, IS PROVIDED AS IS, WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. Software errors (as that term is defined and used in said contract) encountered in said software will be corrected pursuant to the terms and conditions of the Software Support Agreement currently in force with respect to said software and your sole remedy with respect to this software update version and this document is to receive the software support services provided under said Software Support Agreement. Companies, names, and information used in screens and sample output are fictitious unless otherwise noted. Trademarks Microsoft, Windows, Microsoft Access, Microsoft Excel, Microsoft Exchange, and Microsoft Word are either registered trademarks or trademarks of Microsoft Corporation in the United States and other countries. Inform 911, Inform Mobile, Inform Browser, and GISLink are trademarks of TriTech Software Systems. ArcGIS, AreMap and AreCatalog are registered trademarks of Environmental Systems Research Institute in the United States and other countries. Total Response and CACH are registered trademarks of PowerPhone Corp. ProQA and ProQA Paramount are registered trademarks of Priority Dispatch Corp. LOWCODE is a registered trademark of Priority Solutions, Inc. 91lAdvisor is a registered trademark of Smart Horizons under license of APCO. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems TABLE OF CONTENTS CHAPTER 1 - OVERVIEW AND FORECAST.........................................................................1 1. Overview.........................................................................................................................................1 2. Inform CAD/Inform Architecture Overview (5.3 and later)...........................................................1 2.1 Inform CAD Overview............................................................................................................1 2.2 Other Network and Server Technologies.................................................................................5 CHAPTER 2 - NETWORKING, SECURITY, AND SUPPORT CONNECTIVITY ....................7 3. Networking and Security Access for Inform CAD/Inform Systems...............................................7 3.1 Inform CAD and Active Directory..........................................................................................7 3.2 Server/Workstation Permissions.............................................................................................. 8 3.3 Inform CAD Operation via Wide Area Network...................................................................10 4. Machine Name Guidelines............................................................................................................10 5. Firewall Port Configuration..........................................................................................................12 6. Time Synchronization...................................................................................................................12 7. Support Communications and Connectivity..............................................................................I...13 7.1 TriTech Security Program for Remote Connectivity.............................................................13 7.2 TriTecb Approved Methods of Connectivity.........................................................................13 7.3 Remote Access and TCP Ports...............................................................................................14 7.4 File Transfers.........................................................................................................................15 8. Secure Support Access..................................................................................................................15 8.1 TriTech Personnel Authorized for Support Connectivity......................................................15 8.2 Customer Data Security.........................................................................................................15 8.3 User Access and Passwords...................................................................................................16 CHAPTER 3 - SYSTEM COMPONENTS..............................................................................17 9. Inform CAD Database Server.......................................................................................................17 9.1 Database Server Overview.....................................................................................................1.7 10. Inform CAD Business/Interface Servers.....................................................................................19 10.1 CD / DVD Drive..................................................................................................................20 10.2Inform Web Server...............................................................................................................20 10.3 Unit Swap/Auto Dispatch....................................................................................................21 1.0.4 Inform CAD Reporting Server.............................................................................................21 10.5 Inform CAD Training/Testing Server..................................................................................22 10.6Inform CAD Interface Server...............................................................................................23 11. Inform NCIC / State Message Server..........................................................................................23 12. Inform CAD Citrix Support........................................................................................................23 12.1 Inform CAD Citrix Overview..............................................................................................23 12.2 Approved Windows Server and Citrix Versions..................................................................24 12.3 Inform CAD Citrix Scalability.............................................................................................24 12.4 Inform CAD Citrix Bandwidth Requirements - Workstations.............................................24 12.5 Inform CAD Citrix Server Configuration............................................................................25 12.6 Inform CAD Citrix Servers and Upgrades...........................................................................25 12.7 Inform CAD Citrix Servers and Separate Environments.....................................................25 12.8 Inform CAD Citrix Workstation..........................................................................................25 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems 12.9 Inform CAD Citrix User Troubleshooting...........................................................................26 13. Inform CAD and Inform Mobile Back -Up Server and Disaster Recovery Options ...................26 13.1 Stratus Active Service Architecture.....................................................................................26 13.2 Inform CAD Hot Standby/Disaster Server..........................................................................28 13.3 Hot Standby/Disaster Server Best Practices.........................................................................30 14. Inform CAD Workstations..........................................................................................................31 14.1 Standard Inform CAD workstation configuration................................................................31 15. Inform Browser Workstations.....................................................................................................31 16. Inform GISLink Workstations....................................................................................................32 17. Inform Mobile.............................................................................................................................32 17.1 Mobile Server Overview......................................................................................................32 17.2 Mobile Interface Server........................................................................................................32 17.3 Mobile Workstation Requirements......................................................................................33 17.4 Mobile Server and Interface Network Configuration..........................................................33 18. Inform CAD - Inform Component Virtualization......................................................................33 19. Client Virtual Desktop Infrastructure(VDI)...............................................................................35 20. Compatibility with Third Party Products....................................................................................35 20.1 Third Party Product Compatibility Testing Procedure.........................................................35 20.2 TriTech Support of Third Party Products.............................................................................36 20.3 Virus Protection Software Configuration.............................................................................36 CHAPTER 4 - SITE PREPARATION.....................................................................................41 21. Customer Responsibilities for Installation and Training.............................................................41. 21.1 Support Connectivity Installation........................................................................................41 21.2 Network Cables....................................................................................................................41. 21.3 Staging Area.........................................................................................................................41 21.4 Training Schedule................................................................................................................41 21.5 Training Location.................................................................................................................41 21.6 Windows/Mouse Experience...............................................................................................42 21.7 Training Ground Rules.........................................................................................................42 22. Physical and Environmental Requirements for Computer Room...............................................42 22.1 Computer Room...................................................................................................................42 22.2 Environmental Specifications..............................................................................................43 22.3 Electrical and Physical Specifications for Equipment.........................................................43 INDEX....................................................................................................................................45 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc, and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 1 -Overview and Forecast CHAPTER 1 - OVERVIEW AND FORECAST This document covers a diverse set of topics ranging from product architecture information, approval for Microsoft platforms, security and support communications, system component hardware and third party software and system restart checklists. This is intended as the primary reference point for system administrators and system planners. This information includes previously released information from a variety of documents including the Site Preparation Guide and Support Connectivity Guide and the Platform Planning Document. In many cases, more detailed information is listed in product documentation and release notes and may change from version to version. This document will be updated periodically and made available to all customers. This document supersedes all previous versions of the Site Preparation Guide and Support Connectivity Guide, Site Preparation Guide or Site Prep Guide issued by TriTech. These docmnents are referenced by TriTech license agreements. This document also supersedes all previous versions of the Platform Planning Document. 2.1 INFORM CAD OVERVIEW An Inform CAD system operates across multiple software tiers and server -based or workstation -based environments. Physically, these are deployed across the following components: 1 Inform CAD Database Server / Inform CAD Business Servers / Inform CAD Interface Servers / Inform CAD Workstations The Inform CAD System operates through the interaction of several applications, software services and database components that are spread across a multi -tier architecture. As this section will explain, these applications, services and components can be distributed in different ways across a mix of computers. In its simplest terms, the following core principles explain the architecture of Inform CAD: / Database Server - Generally, data is stored in the databases housed on the Production Database Server. This includes incident, activity and setup information. Workstations, interfaces and subsystems such as Mobile and Browser update data into these databases either directly or through an intermediate business server. The Database Server also performs the file server function via the Inform CAD share and also performs some functional transactions through stored procedures activated in support of workstation, business server or interface server transactions. — Data stored outside of Inform CAD databases include routing data and other mapping layers stored in files on the Inform CAD share (server and workstation) and some setup data on the Inform Mobile Server. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 02015 TriTech Software Systems Chapter 1 - Overview and Forecast / Inform CAD Business Servers — Infonn CAD Business Servers perform activities in support of the functions executed by workstations, interfaces or other business servers. These can generally be divided into two categories — direct functions or coordination/communications functions. — Direct functions support a particular activity executed by a user, such as providing information for an Inform CAD Recall Window (Web Server), retrieving or updating information into the databases from Browser users (Web Server), providing driving directions to Inform CAD or Inform Mobile users (Web Server) or processing a user message (Event Service). — Coordination/communication functions provide information that allows the collective group of users to be presented information in a consistent format and in "sync" with the actions of others, such as inter -process communications to keep workstations and interfaces in sync (Inform CAD Communication Service or Event Service), timers and warnings and other scheduled notifications and actions (CAD Monitor, the Inform CAD Communication Event Service, or Inform Database Event Service) or transmitting messages across and between systems (multiple server based components (Communication Event Service, interface messaging components and eventually the Inform Event Service). / Inform CAD Interface Servers — Inform CAD Interface applications (and eventually services) provide automated functions that execute selected CAD actions based upon interactions with external systems. The interface functions either import data from an external source (911, justice databases, alarm systems and the like), export data to an external source (RMS, paging, station alerting and printing systems and the like), or perform both import and export functions (CAD to CAD, mobile systems and the like). The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 1 -Overview and Forecast / Workstation Software — In addition to the user interface for the system, workstation software for CAD and Mobile include software components that perform system processing and manage data to and from the computer. Workstations utilize updates from Business Servers and the Database Server in order to maintain operational data on the local workstation in order to allow the user and the workstation to act upon current system data. As previously noted, updates based upon other user actions are processed through the actions of Business Servers. Changes in technology including hardware speed and the approved rise of virtualization allow for a reduced number of servers for core system components. This document will present recommended deployment plans that may be very different than previous recommendations or your actual system layout. This document will provide recommendations that leverage high powered multi -core processors and virtualization. Customers may continue deployments in a manner that utilizes standard server configurations. This section also explains a phased series of architecture changes across Inform CAD's two versions —, 4.x and 5,x. It is vital that customer system administrators understand these changes as the most critical server based components of Inform CAD are being updated or replaced by new components. Therefore, the process to maintain, support and restvt Inform CAD server components will substantially change between 4.x and 5.x. Operation of an Inform CAD system requires: 1. a functioning Database Server 2. a working group of business applications operating across one or more servers 3. one or more workstations The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 1 - Overview and Forecast 4. A functioning Windows Active Directory domain. 5. A functioning Domain Naming Service (DNS). The core changes in 5.x are focused upon replacing the majority of the business server applications that support Inform CAD. Note: The following version specific overview includes information on components approved for virtualization. Virtualization of components is described in greater detail in Section 18. 2.1.1 INFORM CAD DATABASE SERVER OVERVIEW The Production (live) Database Server operates as a file server and a data repository for both setup and operational data. The file server function serves as a file repository for workstations and interfaces; files are synchronized at the launch of workstation and interface applications in order to ensure that the latest files are being used. This facilitates initial installation, upgrades and updating of data stored in file formats (routing files, shape files and the like). Workstations and interfaces also synchronize their time with the Database Server (refer to Section 6 for additional information). SQL Server provides data storage in the form of six (6) databases (4.5 and later) as well as server -based architecture components in the form of stored procedures. Examples of server -based functions include timers and warnings as managed by the CAD Monitor function in the form of stored procedures. Inform CAD 5.7 includes one component that has been designed to operate on the Production Database Server — the Inform Event Service. Inform CAD 5.7 also includes VisiNet Service in Services windows service that can be hosted on one or more Inform CAD Business Servers. VisiNet Service in Services windows service executes and manages one or more service features for Inform CAD. In its current design, Inform CAD requires a functioning Production Database Server in order for workstations to operate. Therefore, the Production Database Server is recommended to operate on a fault -tolerant server. In lieu of full Fault -Tolerance other high availability technologies can be utilized such as VMWare (High Availability (HA), Fault Tolerance (FT) and Site Recovery Manager (SRM) or other approved hypervisor technologies. Additionally, Areserve is a TriTech approved solution for disaster recovery (DR) and Hot Standby (HSB) to replicate databases and provide partially automated failover. 2.1.2 INFORM CAD 5.7 COMPONENT OVERVIEW Since Inform CAD 5.3 the functionality of TCP socket -based Inform CAD Communication Service was replaced with WCF (Windows Communication Foundation) -based inform Event Service. This is a mission critical component for the system. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 1 -Overview and Forecast Since Inform CAD 5.3 the majority of server -based business functionalities such as Inform Communication Event Service (for CAD Monitor and Messaging), TriTech Web Services (like Driving Directions Web Service, and Document Web Service, etc.) are consolidated into service features hosted inside one or more VisiNet Service in Services windows services. Each hosted service feature (with the exception of Logging Service) can be configured through Inform Configuration Utility to run within one of the concurrently running VisiNet Service in Services windows services on -demand. / Inform 5.7 Workstation/Interface Prerequisite Changes —New versions of MSXML and net Framework will be utilized with Inform 5.7 workstations and interface applications. Carefully review the release notes and utilize the version specific prerequisite CO. Refer to Technical Advisory - GA08-020 - Inform CAD Prerequisite Installer. Inform CAD, since 4.5 and continuing with 5.7, sends error/debug/instruinentation log entries from workstations and servers to the Logging Service through MSMQ (Microsoft Message Queue). This provides asynchronous logging functionality for all Inform CAD applications, comparing to the legacy file -based logging. Logging Service collects and bulk insert all log entries into the Log database which can be queried for troubleshooting and reporting purposes. File -based logging is kept as an additional option which is turned off by default. 2.1.3 OTHER SYSTEM COMPONENTS Optional Business Servers (Citrix servers, Reporting Servers, Test/Training Servers, and the like) and Interface applications (NCIC/State Message Server, Paging, Station Alerting, and the like) are deployed based upon the operational needs of the customer. These are described in greater detail later in this document. An effective functioning Windows network is essential for optimal operation of an Inform CAD system. The components described in this document rely upon components such as domain controllers, DNS servers, properly functioning network switches, and properly configured Windows security settings. This document addresses these topics in order to prepare the customer's system administrator to effectively support their system. Customers routinely inquire about changes in hardware requirements between versions. TriTech's internal test systems are periodically refreshed with new hardware. This makes it difficult for TriTech to predict performance on older workstations and servers. TriTech's experience with upgrades in the 5.7 track has been that if the customer's existing equipment provides acceptable performance for Inform CAD, the next major version upgrade is not likely to significantly change performance unless the customer elects to activate new fimctionality or implements some other significant change (expanded workload, workstations, interfaces or OS/DB change). Nevertheless, TriTech will provide recommendations based upon the equipment with which TriTech tests. 2.2 OTHER NETWORK AND SERVER TECHNOLOGIES TriTech has approved the following technologies for use with Inform CAD: 1. Network Speed based on number of workstations and potential incident/AVL/Mail Volumes. If a customer satisfies ALL the following criteria, then 100MB network is sufficient The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 1 - Overview and Forecast a. Less than 16 Inform CAD workstations. b. On average, less than 600 incidents per day. C. On average, less than 100 on -duty units. d. On average, less than 3000 mails per day. e. GIS data (Streets network and map display files) on Q:\ does not exceed 500MB. f. On average, attachments are less than 4MB and no streaming media is used. For everything else, the customer should be on a 1GB network. 2. Blade servers 3. Storage area networks (SAN) — Customers are cautioned that some forms of SAN do not provide the high speed connectivity needed for the load that some Inform CAD systems operate under. SANS used with Inform CAD should have a direct connection to the Production Database Server through fiber or similar connection. 4. Terminal port server — Many recent model servers do not have serial ports. Some external systems communicate to the CAD through a serial connection including many 911 systems, paging systems and station alerting systems. A terminal port server is a network based device that provides a virtual serial port that is translated to IP that can be configured to be accessed from an interface server. 5. Microsoft Windows Server Update Services - Microsoft Windows Server Update Services (WSUS) allows system administrators to deploy Microsoft product updates. 6. Approval for Citrix software, disaster recovery software and virtualization software is described in greater detail in Sections 12 and 18. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity CHAPTER 2 - NETWORKING, SECURITY, AND SUPPORT CONNECTIVITY 3.1 INFORM CAD AND ACTIVE DIRECTORY The server and workstation -based components of a TriTech system rely upon an effectively functioning Windows -based network TriTech strongly recommends that Inform CAD systems be implemented on an isolated network and not to attach the CAD domain to the customer's existing Active Directory infrastructure. Recommended Example: Two Actin Di�rc,41oryv Sowers PCs) TriTech Servers. Trite¢h Woirkst<itions TriTech's network recommendations are as follows: / Group Policies - Newly deployed Group Policies from the WAN side Active Directory can interfere with Inform CAD/Inform application(s). TriTech has identified significant problems with TriTech applications, including Inform CAD, at customer sites due to a Group Policy that was applied. Group Policy related issues may sometimes be difficult to identify and troubleshoot. 1 Organizational Unit - If the CAD system is part of an existing Active Directory, all the CAD users/groups and computers should be moved to a separate Organizational Unit (OU). `Block Policy inheritance' should then be enabled on that OU. ► Pirewalls - TriTech recommends separating the CAD network from the rest of the WAN and using firewall(s) between the CAD network and the WAN. 1 Security Patches - TriTech cannot always guarantee that the latest operating system service packs and security patches will be compatible with TriTech applications. Therefore, systems running Inform CAD may become vulnerable and if they are art of an existing Active Directory infrastructure/network, exposed to possibility of being affected by a virus or an Internet worm. 1 Static IP Addresses - Based upon problems experienced at customer sites, TriTech strongly recommends the use of static IP addresses for an Inform CAD System. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity / NIC Cards—NIC cards should not beset to "auto; they should beset to the highest matching speed applicable for the network and set to "full duplex." Due to the mission critical nature of CAD, TriTech strongly recommends an isolated network. While some TriTech customers have implemented their Inform CAD system as part of a broader network infrastructure, most of these customers have experienced problems secondary to outages and changes that had an unexpected and undesirable impact on the CAD system. TriTech recommends that two (2) active directory servers/domain controllers (DC) be deployed on the Inform CAD network for redundancy. Both DC's should be running on servers with RAID 1 or RAID 5 disk configurations. Both DC's should be Global Catalogs, per Microsoft's "best practices" recommendation. / DNS - TriTech recommends that the CAD system have its own DNS servers for name resolution and not rely upon a shared server used by the broader City network. DNS should be installed on both domain controller servers. / DHCP — While TriTech does not recommend the use of dynamic IP addresses, if DHCP is utilized, each DC should have its own scope. 3.2 SERVERNVORKSTATION PERMISSIONS Windows user accounts used to log in to servers and workstations should not be the same accounts utilized for the Inform Database Server or Inform Business Servers that maintain running applications if account lockouts are enforced due to password retries or other user -related security. Accounts should be specific to an individual or group of machines and not accessible for systems outside of the Inform CAD system. (Email, Web Sites, Other agency resources). The Inform CAD and Inform Systems have been developed to operate within a defined framework of network security access. The following are the minimum standards. 3.2.1 SUPPORT AND INSTALLATION ACCOUNT TriTech requires a domain account that is also a local administrator in order to install, upgrade and support the overall system. This account is typically named "TriTech". This account should be separate from the account used below for the Server Based Applications. 3.2.2 INFORM CAD DATABASE SERVER TriTech requires a domain account that is also a local administrator (same as the support account) in order to install, upgrade and support the Inform CAD Database Server. TriTech recommends a separate domain account. If necessary, the domain account can be the same account used below for the Server Based Applications. TriTech requires access to the SQL Server (TCP port 1433). The System Administrator (SA) account for Microsoft SQL Server is required by TriTech for installation, support and upgrades. 3.2.3 INFORM CAD AND INFORM INTERFACE AND BUSINESS SERVERS There are two (2) types of network accounts needed for these types of servers: The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity / Services - TriTech requires a domain account that is also a local administrator for components within Inform CAD and Inform systems that operate as services. Examples include the VisiNet Service in Services windows service. This is account typically named "serviceacct". / Server Based Applications - TriTech requires a domain account that is also a local administrator (the same as the support account, but separate from the service account) in order to operate server based console applications, such as Interface Applications and Mobile Server. This account is typically named "TriTech" As noted previously, the account used for installations, upgrades and support can be the same account used for the Server Based Applications or it can be a separate account. 3.2.4 DISASTER RECOVERY SERVER ACCOUNTS TriTech requires a user account with Domain Administrative permissions to run the Areserve Engine service which is installed on the Production, HSB, and DR SQL Database servers. This account is used to update the DNS record on a Domain Controller running DNS, and other features; it is not used to log into any servers or to facilitate a failover to the Production, fISB, or DR SQL Database servers. This requirement applies to the following configurations: / Production and Hot Standby / Production, Hot Standby, and DR TriTech requires a user account with local administrative permissions to run the Areserve Engine service which is installed on the Production and DR SQL Database servers. This account is used to start SQL and to perform administrative tasks pertinent to the failover process. This requirement applies to the following configuration: 1 Production and DR TriTech required accounts: ACCOUNT PURPOSE ACCOUNT RIGHTS TYPICAL ACCOUNT NAME TriTech Console account Domain and Local Administrator TriTech Installs, Support, Upgrades and Interface apps Inform CAD Service account Domain and Local Administrator serviceacct Areserve services account HSB — Domain Administrator aresvcacet DR — Local Administrator 3.2.5 INFORM CAD WORKSTATIONS TriTech requires a domain account that is also a local administrator in order to install, upgrade and support workstations (same as the support account). As noted previously, the account used for installations, upgrades and support can be the same account used for the Server Based Console Applications or it can be a separate account. TriTech does not support nor recommend the use of a single Domain user account to facilitate the logging in of Dispatchers or Call Takers to more than one Inform CAD Workstation. The ramification for this configuration could lead to Dispatchers or Call Takers being locked out of CAD. The account can become locked out if there is a Group Policy configured to lock accounts after "n" times of entering wrong credentials, all users who are logged into Windows under the locked out account will not be able to access CAD resources such as SQL or the VisiCAD share. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity TriTech recommends for each Inform CAD dispatch workstation an individual account be used to allow the Dispatcher or Call Taker to log in their workstation. Alternatively, each Dispatcher or Call Taker is assigned his or her own individual user account to log into the workstation. The customer's Inform CAD users need a defined level of security access at the workstation level in order for Inform CAD to successfully operate. This is generally setup via Power User security access. The following levels of access are required for an Inform CAD user: / User must have 'Modify' permissions to the local hard drive (Read & Execute, List Folder Contents, Read, and Write). / User must be able to write to the registry 1 User must be able to register COM components / User must be able to create desktop icon(s) / User must be able to communicate on TCP ports / User must be able to ability to set the system time / User must be able to map and access the Q: drive / User must be able to make ODBC and OLE/DB connections to the SQL Server(s) / User must be able to write messages to Microsoft message Queue (MSMQ) 3.2.6 INFORM MOBILE WORKSTATIONS The customer's Inform Mobile users need a Windows account that allows the application to synchronize device time with a compatible GPS time sync signal in Inform CAD 5.7. Since time stamps for actions such as status changes are performed based upon the device time, failed time synchronization will cause unexpected results. 3.3 INFORM CAD OPERATION VIA WIDE AREA NETWORK WAN bandwidth requirements for Inform CAD workstations to run remotely will vary based upon the overall size of the system and the utilization level for interfaces and features. VPN is not recommended for connecting a workstation via a WAN. This is due to orphaned connections of Microsoft components that can cause the failure of system components. Please consult with TriTech before activating one or more remote workstations. TriTech recommends the use of Citrix or ClearCube for running Inform CAD workstations across a WAN connection that is less than 100Mbps to the desktop or where the connection must be established via VPN. The use of Citrix with Inform CAD is described later in this document in Section 12. TriTech works with the customer to establish an effective deployment plan for machine names. The following guidelines are recommended for machine names: The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity 1. Hyphens (-) are not supported in either workstation or server machine names. 2. SQL Server machines names cannot begin with numerical values. 3. RFC 1034 states that domain names cannot have underscore ("_") characters. As such, VMware and possibly other software do not support the underscore. To keep things simple, TriTech does not recommend the use of ("_") in any machine names 4. The server host name must be unique. For example: CCLLTT## a. CC refers to an abbreviation for the customer city - this should consist of three (2) alpha characters. (example, SD for San Diego) b. For customers with multiple locations, LL refers to the location, usually based on the local of the site (chars. e.g. P,B for Public Safety Building, CH for City Hall) - this must consist of two characters. Please make them letters. c. TT refers to the machine's primary function. These are designated with the following: — DC for a Domain Controller — CADS —CAD SQL — CADI — CAD Interface — MBLS — Mobile SQL — MBLI — Mobile Interface MBLC — Mobile SQL combined with Mobile Interface RPTS — Reporting/Archive SQL DWHS —Reporting/Data warehouse/Archive SQL RMSS — Records Management System SQL RMSA—Records Management System Application — RMSW - Records Management System Web — FBRS — Field Base Reporting SQL FBRA — Field Base Reporting Application FBRW — Field Base Reporting Web JALS — Jail SQL JALA — Jail Application IQSQ — IQ SQL IQWB — IQ Web IQAP — IQ Application — IQAN — IQ Analytics -- INTF — Interface Server — WFBR— Web Recall Browser — BRWS—Browser — TTMS— TriTechMessageSwitch PRXY — Proxy ARR— Application Request Routing — 911A — Inform 911 Application 911 S —Inform 911 SQL d. ## are numeric values to resolve the multiple instances of the same type of machine. This will generally be two (2) numbers. They should not be random, but should reflect a first dispatch station (01), a second dispatch station (02) or a third station (03), etc.... 1 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity The following diagram outlines the firewall port configuration to operate those products that require internet access and to provide support access. This diagram is based upon Inform CAD 5.7 and Inform Mobile 5.7. With version 5.7, Inform Browser is integrated with Inform CAD's core business components and its hosting Web Server needs to be on the same domain as that of Inform CAD for OS Authentication when accessing network resources hosted inside the secured network. Starting with version 5.3 Inform Browser is installed with TriTech.Launch. With version 5.7, TriTech recommends placing Microsoft's IIS with the ARR (Application Request Routing) plugin into the DMZ, shown as the ARR Web Server in the following diagram. ARR Web Server functions as the reverse proxy and HTTP/HTTPS network traffic filter for Inform Browser hosted inside the secured CAD network. If needed, ARR Web Server supports end -to -end SSL communication, in addition to the light -weighted SSL offloading. In addition to the ARR Web Server for Inform Browser, TriTech's Inform Relay Server can be installed in the same host to relay TCP/UDP traffics between Inform Mobile Client and Inform Mobile Server. With Inform Browser and Inform Mobile Server installed in the secured CAD network and ARR Web Server and Inform Relay Server installed in the DMZ, there is no longer need to open SQL Server and MSMQ ports between the DMZ and CAD network. There are customers who purchase a second Archiving & Reporting Server to allow other organizations to report on data. Previously this was allowed to be placed in the DMZ. For security reasons TriTech no longer recommends this configuration. There may be customers who need to place this second Archiving & Reporting Server in the DMZ, if that is the case the agencies do so at their own risk and against the recommendation of TriTech. TriTech products operate using the Windows time of the applicable machine. Time synchronization occurs through several components as a part of an Inform CAD — Inform System operating within a Windows network. Windows Active Directory also synchronizes time with computers through the Domain Controller. The system administrator should evaluate system components to ensure that time sync problems do not cause unexpected system behavior. 1. Within an Active Directory with Windows time service enabled, Windows will sync workstation and server times to the Domain Controller time. It is recommended that the Domain Controller is synched to desired reliable time source. 2. Based upon code within the applications, all Inform CAD interface/business servers and workstations will automatically synchronize their time to the Inform CAD Database Server once every 60 minutes. 3. Inform Mobile Clients will get their time from the GPS (AVL). Therefore, it does not require any special configuration. 4. Please note: TriTech highly recommends customers utilize a precision time source (i.e., NetClock) and associated software to precision time synchronization. Please consult the installation guides applicable to your chosen time source device. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity 5. For customers not utilizing aprecision time source device TriTech recommends the use of Windows Time Synchronization. However, some customers may choose to disable the Microsoft Time Synchronization feature and use the TriTech component commonftmtion.exe instead. Please see Inform CAD Technical Advisory TA15-009 regarding disabling Windows Time Synchronization. Remote connectivity to the customer system is essential for the research, diagnosis and resolution of issues in a timely and efficient manner. This connectivity is also utilized during the implementation of new systems/components and during the upgrade process for new TriTech software versions and service packs. TriTech recommends both a primary and a secondary method of connectivity to ensure the ability of TriTech to connect to the customer system to provide critical support services. Connectivity options approved by TriTech are described in this section. 7.1 TRITECH SECURITY PROGRAM FOR REMOTE CONNECTIVITY TriTech operates a CJIS—level security program for its personnel, facilities and infrastructure consistent with Federal Standards for "Criminal Justice Information"" and "Protected Health Information"" provisions for remote connectivity in order to provide data security. TriTech infrastructure security for Security Authorized personnel includes personal passwords and Advanced Authentication to gain access to the TriTech network. Personnel must first successfully login to their computer with Advanced Authentication before they can connect to a customer site with secure access login to the customer system and/or to remotely access the secure servers/storage where customer data/information is stored. TriTech domain passwords meet or exceed CJIS standards including rules for length, complexity, reuse, expiration and exclusions. Advanced Authentication, as deployed at TriTech, utilizes a variety of techniques including an issued building access card (HID), the employee's fingerprint, or an issued YUBIKEY device (depending on implementation site). Remote access to TriTech's network and secure servers requires an additional level of Advanced Authentication through a DUO/Cisco validation. Other methods of approved Advanced Authentication may be used at the discretion of the TriTech Director of hnformation Services and in accordance with the FBI CJIS Security Policy. 7.2 TRITECH APPROVED METHODS OF CONNECTIVITY TriTech has approved VPN (virtual private network) connectivity as the sole primary form of support connectivity for Inform CAD aid Inform CAD Subsystems (Inform Mobile and the like) deployed by TriTech. Each customer under a Software Maintenance and Support Agreement shall establish a dependable VPN form of access for TriTech use in order to be supported. VPN access must allow for multiple simultaneous connections from'friTech. r Including Criminal Justice Information (CJI), National Crime Information Center (NCIC) data, and State specific CJI as described in the U. S. Department of Justice - Federal Bureau of Investigation - Criminal Justice Information Services Division's Criminal Justice Information Services (CJIS) Security Policy. " Federal Health Information Portability and Accountability of Act (HIPAA) of 1996. 3 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 92015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity VPN is a network that is constructed by using public telecommunications infrastructure to connect network nodes. For example, there are a number of systems that enable the creation of networks using the Internet as the medium for transporting data. These systems use encryption and other security mechanisms to ensure that only authorized users can access the network and that the data cannot be intercepted. For information on setting up VPN access for remote support services contact TriTech Customer Support. 7.2.1 APPROVED VPN CONNECTIVITY METHODS AND CLIENTS a) TriTech must be able to connect to the customer site using one of the following: a. Microsoft PPTP (typically requires Microsoft VPN Server) b. Cisco VPN IPSec client (requires Cisco VPN enabled device, such as PIX firewall, router or dedicated VPN concentrator) - The Cisco VPN enabled device allows the customer to restrict access to the remote user to a specific series of computers or sub -net of the customer's network. TriTech recommends the use of these devices and prefers that TriTech's access be limited to the specific areas of the network where TriTech software components are in use. c. Cisco Appliance -to -Appliance VPN tunnels — TriTech has approved Cisco appliance -to -appliance VPN tunnels and has deployed this form of connectivity at a limited number of customer sites. This will be done using TriTech's firewall. solution in casec b) Other TriTech Inform Products TriTech Inform Law RMS, FBR and Jail Products are supported using VPN connectivity. Some of these customers use GoToAssist for support connectivity. These customers are charged an additional fee to offset the additional licensing costs. The GoToAssist fee based option is not currently available for Inform CAD and Mobile remote connectivity. An option for such a fee -based system is under discussion at the time of this document's publication. 7.2.2 ALTERNATE FORMS OF VPN CONNECTIVITY Customers that utilize non -recommended fornis of VPN or other connectivity are taking responsibility for any delays associated with TriTech's ability to provide remote support services. TriTech will work with the customer to provide support in these situations, however, there have been instances where a customer's alternate method of connectivity has not worked or had limitations that prevented TriTech from rapidly resolving a critical problem. 7.3 REMOTE ACCESS AND TCP PORTS In order to support TriTech applications and services, TriTech staff needs access to the remote computers' desktop (console). TriTech utilizes the following methods of access: 1 Microsoft Remote Desktop Connection (RDP) —TCP port 3389 / VNC — TCP port5900 / PCAnyware — TCP port 5631 and UDP port 5632 1 Damcware — TCP port 6129 1 Microsoft NetMeeting (limited support, should be discussed between customer and TriTech before it is approved) — TCP ports 522, 389, 1503, 1720 and 1731. UD,P ports: dynamically assigned ports (1024-65535). n The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity TriTech staff needs direct access to CAD SQL servers (TCP port 1433) with the SQL System Administrator (SA) account. 7.4 FILE TRANSFERS TriTech staff needs to have the ability to transfer files to computers running TriTech applications at a customer site. With most customers, TriTech staff is allowed to map drives directly over the VPN connections after being successfully authenticated in the CAD domain. The following ports need to be open to allow file sharing in Microsoft environment: TCP ports 139 and 445, EDP ports 137 and 138. These ports are identified in the Firewall Port Configuration Diagram in Section 5. An alternate, but not recommended method of transferring files is via Microsoft Remote Desktop Connection (RDP). This method is not meant for large file transfers and could significantly delay support efforts (double the time to transfer files) in the case of a critical issue with the CAD system, including CAD down. TriTech has implemented procedures and technology safeguards to limit access to customer systems and customer data. These procedures are described below: 8.1 TRITECH PERSONNEL AUTHORIZED FOR SUPPORT CONNECTIVITY TriTech hiring process includes a background check to evaluate individuals who will have access to restricted and highly confidential information, customer records, technology and restricted sections of the building and/or customer sites via physical or electronic means. These individuals are typically members of the Customer Service, Product Management, Engineering, or Project Operations departments. Individuals lacking such approved security access are not provided access to customer login information, servers or devices containing customer data, or sections of the facility where such computers reside. As noted in Section 7.x.x, all Security Authorized personnel must logon to machines utilizing advanced authentication methods prior to initiating a connection to a customer site. 8.2 CUSTOMER DATA SECURITY Customer data is entrusted to TriTech Software Systems with the expectation that the data will be managed, kept strictly confidential and disposed of in such a manner as to prevent access by any non-TriTech personnel or non -authorized TriTech personnel. Secure management of customer data is managed according to the following procedures: TriTech has deployed a secure technology infrastructure hosted at secure TriTech corporate facilities. TriTech facilities have the following protection features on site: / Monitored by security cameras. 1 Card key authentication required for building access. / Alarm system with individual staff access. / Secure server facilities with limited access (subset of TriTech Security personnel). / Secure sub -networks for storage of Client data and Client information. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc, and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 2 — Networking, Security, and Support Connectivity If customer data must be downloaded or installed on TriTech secure servers, such data is only utilized for testing, implementation and support purposes as authorized by the customer. Customer data is not shared with non -authorized TriTech personnel or third parties including other customers. 8.3 USER ACCESS AND PASSWORDS TriTech needs both VPN access and a user account on the customer's network (this is separate from the TriTech account within Inform CAD or Inform systems). VPN accounts are typically issued individually to TriTech Security Authorized personnel. Such accounts are infrequently utilized and often need a password reset before the person can connect. Note: If a customer requires TriTech to have individual VPN accounts, the customer must have staff available on a 24x7 basis to issue passwords when TriTech contacts the customer to perform remote support tasks. Some customers alternatively have a few generic accounts that are locked out all of the time — they enable these VPN accounts only when the TriTech person has contacted them to request access. In this case, passwords are sett to expire the same day. Note: The customer should not disable the accounts defined in Section 5.6 that are used to operate the system —specifically: • The local administrator domain services account for components within Inform CAD and Inform systems that operate as services; • The local administrator Windows account needed to support the system and to operate server based console applications; and • The TriTech account within Inform CAD or Inform systems. Disabling one or more of these accounts could disable system components. E The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components CHAPTER 3 - SYSTEM COMPONENTS Note: The hardware requirements outlined in this section may have alternate recommendations for customer's operatingsystems under a significant load. The term "Large Site" or "Large Sites" is used to describe such systems- Large Sites are those with forty (40) or more CAD workstations inregularuse, with 200 or more on duty units with AVL/mobile devices or heavy call volume (over 2000 incidents a day). -9.-INFORM The Inform CAD Database Server operates primarily Microsoft products — that is, Microsoft Windows and SQL Server. TriTech recommends against the use of other applications on the Inform CAD Database Server. 9.1 DATABASE SERVER OVERVIEW 9.1.1 DATABASE SERVER HARDWARE PLATFORMS Inform CAD Database Server may be deployed in a single server environment, a clustered environment (for server redundancy), or on a fault tolerant platform. / Single Server Single server systems do not have an option for automatic system failover. The Hot Standby/Disaster Server solution described in a later section of this document can provide for a rapid manual failover to a back-up server for single server systems. / Dual Server TriTech has previously deployed two different dual server systems — Octopus and Microsoft Cluster Server (MSCS). TriTech no longer deploys these systems for new projects TriTech does not directly support either of these systems. If a customer elects to deploy this type of a software redundancy solution, they will need to provide or arrange for support of such a system. / Inform CAD Fault Tolerant Server (Stratus ftServer) TriTech offers fault tolerant server systems from Stratus. Fault tolerant systems offer hardware with no single point of failure — providing 99.999% hardware up time (not more than five minutes of unplanned hardware down -time in a year). The Stratus ftServers utilize Windows and SQL Server without the use of MSCS. Stratus offers an optional Active Service Architecture to allow for a process called Active Upgrade. This allows for splitting the Stratus server components when performing some forms of system maintenance. This allows the system to operate on one "slice" while working on the other slice. This option is described in more detail in Section 13. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©P015 TriTech Software Systems Chapter 3 - System Components Please contact your Account Executive (AE) for more information on server replacement options. 9.1.2 DATABASE SERVER HARDWARE REQUIREMENTS / Database Server Processor - Small to Medium Sites: A minimum of one quad -core 2.26 GHz Intel processor or equivalent. - Large Sites: Should consider scaling processor speed up to two (2) quad -core processors. / Database Server Memory - Low to Medium volume systems: Memory of 86B of RAM is recommended. - Large Volume Sites: Should consider operating with 12GB or more of RAM. ► Database Server Disk Space Hard drive requirements vary with the size of the customer's code files and streets database, the use of interfaces such as AVE, and the volume of incidents managed annually. TriTech utilizes a formula for estimating disk space for new systems - however, the most effective method for analyzing future hard disk needs is periodic analysis of the size of your system's database and its growth over time. Inform CAD SQL Servers typically have multiple disk drives split into several partitions. The recommended configuration is as follows: - C: partition is on its own controller. - D: data partition is on its own controller. The D: drive should only contain the MDF data files and the Inform CAD share. - L: Log partition is on its own controller. The L: drive should only contain transaction logs (LDF) files. TriTech suggests that system administrators ensure drive redundancy utilizing RAID or other technologies as appropriate to their site. Some system features can significantly impact disk space growth. - AVE updates of unit positions. Snapshot logging in some cases requires double the disk space of AVL logging - customers should carefully monitor their settings. - The "Documents" functionality in 5.7 and above allows for adding documents as attachments to caution notes, premises and incidents. Extensive use of this feature can consume disk space quickly and should carefully be monitored. - Activity Log growth can consume large amounts of disk space over time and should be monitored. TriTech offers optional advanced tools for database management which provide for purging of the live database and archiving of this data on the Inform CAD Archiving and Reporting Server. Please contact your (AE)Account Executive (AE) for information on these new data management tools. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 9.1.3 DATABASE RE -INDEXING Re -indexing is of particular importance to your site. Database growth and the data archiving process can cause indexes to be progressively less effective. This affects the speed at which data is retrieved and ultimately slows down your system. TriTech recommends that customers re -index their system frequently. Large customers, especially those that aggressively archive data, should closely monitor data fragmentation and may need to re -index daily or weekly depending on the index fragmentation level and their performance requirements. When using SQL Server Standard Edition, the re -indexing process currently requires the system to be taken offline. This is especially important for sites that utilize the archiving feature of the Archive and Reporting Server and for high call volume sites. Depending on the level of fragmentation their might be a need to regularly take the system offline to perform a database reindexing maintenance to maintain an acceptable database performance level. SQL Server 2008 Enterprise Edition introduces the ability to re -index you databases without taking the system offline and running a manual re -index— however, this important feature is only available in the Enterprise version. Please note that even with the Enterprise Edition there are certain tables that cannot be re -indexed online due to limitations of SQL Server data types. Even though re -indexing online is an option with Enterprise Editions, some performance degradation may be experienced and as such, even online re -indexing operations should be scheduled around non -peak usage times. Each customer will need to determine the relative value of this feature compared to the additional cost of the enterprise version of SQL Server. TriTech recommends that sites with a large number of workstations and/or high call volume implement the enterprise version of SQL Server in order to take advantage of this important capability. TriTech has implemented a reindexing job that will run daily/weekly for each CAD database depending on the client's performance requirements. The job will defragment the indexes based on fragmentation threshold daily and rebuild the indexes weekly (Enterprise version will attempt to do Online indexing; Standard version will only defragment the indexes). It is recommended that job be implemented in low user activity window to limit the performance impact that the process may induce. 9.1.4 DATABASE SERVER AND DOMAIN CONTROLLER FUNCTIONS TriTech does not support utilizing the Database Server as a Domain Controller. Doing so raises security and performance issues. Domain Controllers are typically nm with a privileged account, which could conceivably allow an attacker access to the Active Directory. Running a Database Server on a Domain Controller can increase resource demands and degrade performance of the SQL Server. Finally, SQL Server is not supported on a read-only domain controller. Inform CAD Business/Interface Servers (for most installations) operate a mixture of Microsoft and TriTeeh applications. With the availability of more powerful servers (with and without virtualization), there is now an opportunity to consolidate server based applications and servers used for your Inform CAD -Inform System. For customers desiring to minimize the number of physical servers, TriTech recommends the use of more powerful servers for Inform CAD Business/Interface Servers —we refer to these as Multi -Application Servers (specifications below). Standard servers can be utilized (specifications below), but more resources may be needed to operate the system. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components TriTech has successfully implemented systems with either dedicated physical servers or consolidated server based applications onto limited, but more powerful servers. The decision will be based upon the customer's particular goals for system administration costs, redundancy, and impact to the operation. Remember to consider that a single server running multiple applications (interfaces or mobile applications) may prompt all of the applications to be stopped when troubleshooting a problem with a particular application, rebooting the server or applying OS patches to the server. For Inform CAD Business / Interface Servers General Hardware recommendations refer to the TriTech Hardware Specification Guidelines. 10.1 CD / DVD DRIVE Many recent model servers do not have CD / DVD drives by default. When planning server replacements, make sure that one or more servers for your Inform CAD network will have CD / DVD drives. Inform CAD has several related software applications/services that are web -based. These include Inform Browser and Recall. These applications and services operate through Internet Information Services (IIS). / Inform Browser operates under the control of Inform CAD Security and provides access to unit and incident information aid selected Inform CAD functions (such as paging, messaging, and basic rostering). It displays in Internet Explorer. Inform Browser utilizes Microsoft .NET technology. This server also operates the Remote Processor that is needed for Browser Rostering and Call -Taking functions. / Inform CAD Recall works as a component of Inform CAD 5.7 and provides information displays to support certain CAD functions. It utilizes Internet Explorer technology, but displays in its own form on the Inform CAD workstation. Placing the Web Server with Inform CAD Recall installed into the DMZ is not a supported configuration due to security concerns TriTech Media Service — FTP Component needed for Document Attachment feature in 5.7. If the customer will utilize the Document Attachment feature (specifically streaming video), disk space for this server should be carefully monitored and expanded as needed. Placing the Web Server with TriTech Media Service installed into the DMZ is not a supported configuration due to security concerns. Each of these web -based functions is supported by a Inform Web Server operating Internet Information Server (IIS Server) with HS 6 Management Compatibility. These can be supported from the same server in most cases - with volume and security being the primary factors. 10.2.1 INFORM BROWSER NETWORK CONFIGURATION The Inform Browser server needs to reside on the CAD Domain in order to be installed or upgraded. Inform Browser can function as an Internet or Intranet application. However, Inform Recall and Web Services are not designed as secure Internet applications and should be limited to an Intranet environment. Therefore, the Inform Web Server for Recall and Inform Web services must be inside of the customer's frrewall. If Inform Browser will be accessible from the Internet, TriTech recommends that the Inform Browser server be placed in the Inform CAD trusted network and a reverse proxy be placed in the DMZ to proxy the request to the Inform Browser server. TriTech also recommends that a web certificate be created (self signed) or purchased by a trusted Certificate Authority to secure blip traffic between the Inform Browser client and the Inform Browser server. TriTech has tested Microsoft IIS 7 Application Request Routing v3 to fulfill this recommendation. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 10.2.2 INFORM WEB SERVER HARDWARE / THIRD PARTY SOFTWARE REQUIREMENTS The Infonn Web Server operates on a Standard Inform CAD Business Server with the installation of Internet Information Server (IIS) in IIS 6.0 compatibility mode. Additional hard disk space may be needed for the FTP functions associated with the Documents and Attachment functions that are available in 5.7. Streaming video is stored on the Web Server through the FTP function. If this feature is utilized, disk space should be increased based upon customer use and these files should be backed up as part of the customer's daily data back-up program. mixed with servers running other applications, such as SQL Seiner. TriTech recommends customers to plan for a separate server to operate as the Inform Web Server in the future. 10.3 UNIT SWAP/AUTO DISPATCH A pair of optional CAD functions —Unit Swap and Auto Dispatch - operate with a server based architecture. These functions are running constantly and require significant processor capacity. These components can be co -located on a Business Server running VisiNet Service in Services for small to mediurn size sites. A dedicated server is recommended for Large Sites. 10.4 INFORM CAD REPORTING SERVER TriTech now offers two types of Reporting Server (previously referred to as Data Warehouse), the Inform CAD Reporting Server and the Infonn CAD Data Archiving & Reporting Server (both described in detail below). The Reporting Server is primarily used for reporting proposes. / Inform CAD offers a configuration that allows retrieving Premise History, Incident Snapshot, and AVL Playback information from the Reporting Server and for searching for incidents through Incident Editor from the Reporting Server. / Infonn Browser allows for searches of Reporting Server data from the Incident Search, Unit History and Unit Activity functions. Additionally, the new Browser Drill -Down Reports can access Reporting Server data. 1 Inform Mobile can also be configured to run some queries from the Reporting Server. 10.4.1 INFORM CAD REPORTING SERVER (DAILY RESTORE OF PREVIOUS NIGHTS BACK-UP) The Infonn CAD Reporting Server database (DB) is a copy of the customer's production databases. The reporting DBs are automatically backed up to a remote SQL Server and restored each night from a backup of the production databases. Once the reporting database is restored, report writers will be able to extract data to support management decisions using Third Party report writer applications (e.g. SQL Server Reporting Services, MS Access, Crystal Reports, and the like). The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 10.4.2 INFORM CAD DATA ARCHIVING & REPORTING SERVER — (SQL REPLICATION WITH COMPREHENSIVE DATA PURGING) This version of SQL replication combines near real-time automatic duplication of the Inform Database data with comprehensive data purging. Comprehensive data purging allows the customer to remove data not needed for daily operations while retaining appropriate, contractual amounts of data (like 90, 180, or 365 days) to create a smaller, faster -reacting production database. In the case where the Archive & Reporting Server is not the same version of SQL as the Inform Database server and Distribution database resides on the Archive & Reporting server; the Archive & Reporting server needs to be the higher version of SQL. Note: The aggressive use of purging can increase the need for database re -indexing. The purging tools are installed in a way that allows data on the destination (Subscribing) databases to build up over time for historical ad -hoc reporting purposes, while maintaining a smaller and quicker production databases for CAD operations. This functionality is achieved by keeping production database deletions from being carried out on the destination databases. 10.5 INFORM CAD TRAININGITESTING SERVER The Training/Testing Server is designed to allow clients to perform training or testing of new versions of Inform CAD and configuration changes. The OS version and DB version should match the production version. The only exception to this is when the customer is testing a new version of Inform with a new OS/DB configuration. The Training/Testing System is an excellent setting to test new OS versions, security profiles and third party software prior to deploying in the production environment. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 92015 TriTech Software Systems Chapter 3 - System Components 10.5.1 TRAINING/TESTING SERVER HARDWARE/THIRD PARTY SOFTWARE REQUIREMENTS For small Training/Testing CAD networks with limited workstations, the Training/Testing Server can operate on a Standard Inform CAD Business Server with the addition of SQL Server. Disk space needs to be sized to accommodate the production databases and Inform CAD File Share. For larger Training/Testing systems, the server hardware may need to be scaled up in terms of both processor and RAM. 10.6 INFORM CAD INTERFACE SERVER The Inform CAD Interface server supports TriTech interface applications. The number of applications that can be hosted on a single server will vary based upon CAD incident volume and the type of interfaces. 10.6.1 INTERFACE SERVER HARDWARE/THIRD PARTY SOFTWARE REQUIREMENTS The Interface Server operates on a Standard Inform CAD Business Server. Some high volume interfaces, such as AVL/mobile interfaces, may require higher processor and RAM requirements. Strums is now offering a smaller fault tolerant server that may be applicable for mission critical interfaces. 'Please contact your Account Executive (AE) for additional information. 10.6.2 MULTIPLE INTERFACES PER INTERFACE SERVER TriTech has successfully tested standard interface configurations in an environment where a number of the standard interfaces are running on a single server. Based upon the test results, our standard interfaces can successfully operate on a single server. With the availability of low cost fault tolerant computers, this presents an opportunity to reduce hardware and administrative costs while improving protection from hardware failure. hrform NCIC/State Message Server performs justice queries for law enforcement agencies including queries to state and federal law enforcement databases, local databases, such as courts and records management systems and the CAD database (BOLO). TriTech products, including CAD and Mobile, can activate queries and receive "returns" containing data from these various data sources. 12.1 INFORM CAD CITRIX OVERVIEW TriTech approves Citrix for use with remote Inform workstations over limited bandwidth WAN or wireless connections. TriTech created a special code path to support Citrix users and this is a separately licensed function. This special code path allows each of the Citrix workstations to manage their own separate messaging, view controller and other settings like a normal Inform CAD session. The number of workstations that can be served is related to size and complexity of the CAD system and the capability of the servers, as well as the call volume. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. andmaynot be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 12.2 APPROVED WINDOWS SERVER AND CITRIX VERSIONS TriTech has approved the following versions of Citrix XenApp for Inform CAD version 5.7. Inform Version Windows Server Version (32 bit or 64 bit) Citrix Server Version Citrix Client Version Inform CAD 5.7 Windows Server 2008 Citrix XenApp 6.5 Enterprise or Clients 12.3 R2 Enterprise Edition Platinum Edition Hotfix Rollup SP1 Pack 1 Windows Server 2008 Enterprise SP2 Currently Testing Windows Server 2008 Citrix XenApp 7.6 Enterprise or Receiver 4.2 but not yet certified R2 SPl Platinum Edition Windows Server 2012 R2 h does not currently support the use of Citrix with PowerPhone CACH, or Pictometry. for installation and configuration instructions. Citrix is licensed by the workstation with each workstation needing a license for both Citrix XenApp Server and Windows Terminal Server 2008 CALS/Remote Desktop Services 2012 CALS (Citrix runs "on top" of Terminal Server). Each workstation also will need an Inform CAD license. 12.3 INFORM CAD CITRIX SCALABILITY The scalability of Citrix with Inform CAD was tested for 1) the number of workstations that can be supported per Citrix Server and 2) the per workstation bandwidth needed to communicate with the Citrix Server. The approved Inform CAD Citrix Server (with the specifications listed below) supports 8-12 Inform workstations for a small to medium size site. Large Sites should adjust the number of workstations down to (5-8) and test the configuration before implementing. Large Sites should test the configuration under load before implementing and adjust the number of workstations down where applicable. TriTech recommends the use of the Platinum or Enterprise Edition of Citrix XenApp in order to take advantage of a setting called CPU Utilization Management. This setting prevents individual users and processes from taking too much CPU at any given time. This setting is only available with the Platinum, Enterprise, and Fundamentals editions of Citrix (TriTech has tested the Platinum edition). Additionally, TriTech recommends that hyper -threading for processors be activated on Citrix Servers for Large Systems or sites attempting to have 8 or more simultaneous users. 12.4INFORM CAD CITRIX BANDWIDTH REQUIREMENTS -WORKSTATIONS The bandwidth needed to operate CAD in this configuration is a minimum of 128Ikbps (bandwidth) per Citrix Inform client. It may be possible to operate with less than 128I0ps through the use of an accelerator device. Based upon these estimates, up to 12 Citrix Inform users could connect via a Tl connection (1.544Mbps). The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components Please note that Inform CAD Queue displays can affect bandwidth and the frequency of updates and bandwidth consumption. This would include countdown timers (time since status change) and the like. Please consider your bandwidth when enabling new features that will affect the frequency of Citrix updates. Large Sites with complex mapping displays particularly with Geo may require additional bandwidth beyond 128Kbps. 12.5INFORM CAD CITRIX SERVER CONFIGURATION 12.5.1 STANDARD INFORM CITRIX SERVER TriTech recommends only one level of server for Citrix utilization for Inform CAD. This recommendation has evolved from previous recommendations based upon more information from testing in TriTech's lab as well as operations at customer sites. The approved Citrix Server supports 8-12 Inform workstations for small to medium size sites. Large Sites should adjust the number of workstations down to (typically to 5-8) and test the configuration before implementing or increase the server processor/memory. 12.6 INFORM CAD CITRIX SERVERS AND UPGRADES During an upgrade of CAD software (versions, service pack and patches), all users have to exit from that specific CAD Citrix server in order for the upgrade prerequisites to take effect, and run "TriTech.Launch" from the desktop of the Citrix server to pull down new software components from the database server. Sites should plan for sufficient server capacity to allow for continued operation during an upgrade. This can be in the form of additional production Citrix servers or the ability to re -point a test/training Citrix server on a temporary basis to production. Sites with a single Citrix server will need to plan for some downtime during an upgrade. 12.7 INFORM CAD CITRIX SERVERS AND SEPARATE ENVIRONMENTS CAD Citrix servers can only operate on a single environment — that is, a CAD Citrix server can be on the production system or the test/training system, but not both at the same time. The Multi -Environment selector does not work with Citrix servers as the CAD users on a Citrix server are effectively sharing the same software and connections to a single environment. Therefore clients should plan for separate Citrix servers for test/training and disaster recovery. 12.8 INFORM CAD CITRIX WORKSTATION Citrix workstations should generally be the same hardware specifications as the standard for the same version of Inform CAD with the following differences: 1. Citrix workstation needs to be added to the Machine _Info table of the System database. 2. Citrix workstations do not require Inform CAD Prerequisites from the Prerequisite CD. 3. Citrix workstations do not require Power User windows permissions. They should have the permissions necessary for them to interact with the Citrix server. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 12.9 INFORM CAD CITRIX USER TROUBLESHOOTING Citrix users should be trained on how to utilize the Citrix Connection Center to manage problems with their Citrix session. This can be accessed from the Citrix icon in the Windows tray. Inform CAD and Inform Mobile Systems have a variety of options for deploying back-up and Disaster Recovery. For Inform CAD, these include 1) for Stratus customers, the use of the Active Service Architecture; 2) on -site Hot Standby Servers; and remote Disaster Recovery Systems. Mobile can be configured with a remote Disaster Recovery site option that can be managed manually by the System Administrator or have automated updates through TriTech approved Disaster Recovery Software. 13.1 STRATUS ACTIVE SERVICE ARCHITECTURE Note: This information includes proprietary information from Stratus Technologies. Newer models of Stratus can be ordered with an optional Active Service Architecture from Stratus that allows for Active Upgrade. This process allows a system administrator to "split' the two operating Stratus slices while continuing to operate the system. As noted in the following diagram, one slice continues to operate and updates system databases. The offline slice can have OS and firmware updates performed. Note: SQL Server updates are not recommended as these may impact database formats and may cause problems when the data is resynchronized. While many OS updates can be performed (patches, service packs or versions), some changes by Microsoft can require Stratus firmware updates. Whether you use Active Update or not, always consult with Stratus regarding OS updates prior to implementing them on your system. When the split occurs between the slices, Inform CAD does not need to be taken down. Users can continue to operate. During this time, the Stratus system is not fault tolerant. Therefore, System Administrators should limit the time planned for the system to run in this mode. This is illustrated in the diagram below: Straws Active Service Architecture- System Split Upgrade side is updated -- —Stale ®an 0 _., R R IiVe Data Production Side continues normal processing The contents of this material are confidential and proprietary to TriTech Software Systems, Inc, and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components When the update work is complete, the slices are remerged, the Inform CAD System will have to be taken down and restarted. U Production and Update merge Updated stale Systam Drive Data Drive Old System Drive Live Data Drive Berge procedure completed In seconds established. Appitcation is restarted. The System Drives (with the OS and firmware updates) are synchronized as are the Data Drives. This normally takes only a short time, but can be longer depending upon how long the system was operated in split mode. iirror System components daied State System Drive Data Drive Duplexed system - Old System Drive Live Data Drive Please consult your Stratus representative before attempting to perform an Active Upgrade. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 13.2 INFORM CAD HOT STANDBY/DISASTER SERVER TriTech has approved a third party Disaster Recovery software that is used to automatically update Inform CAD Database information and Inform CAD File Share information between the production database server on either an on -site Hot Standby Server (HSB) or remote Disaster Server. iB3 AI NI&INi1i[adU1:[9YI& —11�III ]5 All on -site HSB acts as a replacement for the production database server. This provides an on -site redundant server for those sites that operate standard servers and a third level of redundancy for sites that operate Stratus fault tolerant servers. The HSB Server reuses the production server's business server(s) and workstation(s) and there are minimal manual configurations that have to be executed on the production database server, such as database consistency check. This is facilitated by the Disaster Recovery Software Areserve High Availability's (HA) ability to update the DNS record of the production server in DNS. The update of the DNS record allows the business server(s) and workstation(s) to continue to point to the production database server's host name and launch CAD. At this time, TriTech configures the system for manual intervention to initiate a failover. The System Administrator can do manual activation of the failover process remotely. The TriTech.Launch icon on the workstations and interfaces are pointed to the HSB database server's name and no workstation change or re -direction is needed after a successful failover to the HSB Server. Once the manual server failover has been activated, the Inform CAD workstations and interfaces are restarted. To failback — the replication between the Master and Replica is reversed and another failover is manually triggered once the two servers are back in sync. The system is then reset to the original configuration to synchronize files and data. While the Stratus Active Service Architecture would be the recommended method, the HSB Server has been tested to allow for rolling upgrades of OS service packs and server firmware on the primary server. This would reduce system downtime during such scheduled upgrades to a few minutes. Upgrades of full OS versions may be so extensive that a rolling upgrade may not be possible in all situations. Please contact TriTech for additional information regarding specific OS versions. 13.2.2 INFORM CAD DISASTER SERVER A remote Disaster Server acts as a replacement for the production database server, This provides an off -site redundant server, but the system requires its own set of business server(s) to operate the system from the remote site. The WAN connection between production and Disaster Server sites should be a minimum of Tl (1.544Mbps) speed to allow for the timely update of files and data. This is only for the data update and is not sufficient bandwidth to operate a substantial number workstations and interfaces from one site connected to another. At this time, the system will be configured for a manual intervention to activate a failover. Manual activation of failover can be done remotely by the System Administrator. There are manual steps that are needed to activate a remote Disaster Center. TriTech will configure Areserve to perform many of the manual steps such as copying preconfigured files and executing batch files. These are based upon the need to change certain database and file settings before the system can be activated. These settings can be pre -configured in advance to allow for a simplified process for the System Administrator. These include the following: / Preconfigured Files — These files must be preconfigured for the Disaster System and should be stored on the Disaster Server. Areserve post failover will copy the files into their respective location in the Inform CAD File Share. — Launch - Maintaining a preconfigured Launch The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components — TriTech Config. — System Ini — ANIAII.ini (if necessary) ISQL Files - TriTech will preconfigure ISQL files that can be stored on the Disaster Server and are executed via batch files. These will activate functions within SQL Server that will update server configuration information that is stored within the Inform CAD databases. There are two different ISQL files that need to be run before activating the system. / Manually execute a database consistency check (Optional) Once the manual server failover has been activated and the previous steps are completed, the Inform CAD workstations and interfaces are restarted based upon the applicable restart checklist. To Tailback, the replication between the Master and Replica is reversed and another failover is manually triggered once the two servers are back in sync. The same steps have to be followed when failing back to the production system. The system is then reset to the original configuration to synchronize files and data. 13.2.3 INFORM MOBILE A remote Disaster Recovery Mobile server acts as a replacement for the production Mobile server. This provides and off -site redundant server which can only be activated against the Disaster Recovery Inform CAD server. The Disaster Recovery Mobile server can be deployed in two methods: 1. The first method is with the use of Areserve HA, the production Mobile database and directory can be synchronized with the DR Mobile server in real time. Any updates to the Production Mobile server such as adding a device, modifying a HTML page, changing a Mobile database setting is automatically synchronized with the DR Mobile Server. The failover process with the use of Areserve HA in this configuration is a manual process. During the failover process, Areserve HA will copy configuration files to their respective locations in the Mobile directory. To failback, the replication between the Master and Replica is reversed and another failover is manually triggered once the two servers are back in synch. The system is then reset to the original configuration to synchronize files and data. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 • System Components 2. The second method is without the use of Areserve HA. In this configuration, all Disaster Mobile server configuration files are configured to launch against the Disaster Recovery Inform CAD server. There is no manual failover process nor are changes performed on the Production Mobile server being sent to the Disaster Recovery Mobile server. As a result, any changes to the Production Mobile server such as adding additional devices, modifying HTML files, or changing Mobile database settings have to manually be performed against the Disaster Recovery Mobile Server. 13.3 HOT STANDBY/DISASTER SERVER BEST PRACTICES The Hot Standby/Disaster Server data may not be actively utilized for reporting purposes (like a Reporting Server) when it is in the Target mode. Additionally, replication may need to be restarted after each server failover. The system has been tested through both LAN and WAN connections. The network connectivity for LAN or WAN should be 100Mbps or greater. TriTech has identified some challenges related to customer use of Areserve for Disaster/Hot Standby Server functionality. These best practices have been developed to prevent problems with this system. Recommended Actions: 1. Always perform synchronization prior to failing back to the production database server. 2. Do not failover to your Hot Standby Server in order to do database maintenance. Areserve works by copying data from the disk level. Changes made to your offline database — including reindexing or database defrag — will be overwritten when you resynchronize your servers. 3. If you have problems with a failover or a Tailback, please contact Technical Services, including after hours. Do not attempt to failback and forth between servers if you have a problem as you may damage your most current database if you have missed a step or had an interruption in the process. 4. Always contact Technical Services before elective failovers. This will allow for the designation of a configuration engineer in advance to support you if a problem is experienced. 5. For elective failovers, have users exit CAD and stop interfaces before the cutover. 6. Follow the Areserve maintenance document before you apply Microsoft updates, SQL service pack, or hot fixes. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 13.3.1 DISASTER/HOT STANDBY SERVER HARDWARE/THIRD PARTY SOFTWARE REQUIREMENTS Disaster/Hot Standby Server hardware and third party software should match the Production Database Server. Please contact your Client Account Manager for more information on implementing Areserve HA. Inform CAD Workstations operate a mixture of Microsoft and TriTech applications. Optimal performance and functionality requires adherence to hardware, software and configuration standards. 14.1 STANDARD INFORM CAD WORKSTATION CONFIGURATION / Computer configuration: Business workstation class machine / Processor: One dual core 2.0 GHz or faster processor minimum / RAM: 4GB recommended / Disk: 120 GB minimum / Operating System: Windows 7 (32 or 64-bit) or Windows 8.1 (32 or 64-bit) / Supporting Software Components: Specific to the type of application or software service being operated. Review the TriTech release notes and version documentation. In order to deploy Inform CAD on OS versions within the mainstream support cycle for windows, TriTech will be routinely moving to newer OS versions. In anticipation of an evolving OS environment, customers are encouraged to budget for workstation hardware replacement every three years. Many customers now buy new hardware for the dispatch center and rotate older dispatch center equipment to stations or headquarters for administrative use. Inform Browser operates on a variety of Windows OS platforms. It requires the applicable version of Microsoft Internet Explorer for the version of Inform Browser. The workstation needs to be configured with the Windows OS compatible with the customer's network and which will operate the required version of Internet Explorer (9.0 or higher). Please refer to Inform Browser documentation for specific Internet Explorer and security settings. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components Inform GISLink Workstation. / Computer configuration: Business workstation class machine / Processor: One dual core 2.0 GHz or faster processor minimum / RAM: 4GB recommended ► Disk: 120 GB minimum ► Operating System: Windows 7 (32 or 64-bit) or Windows 8.1 (32 or 64-bit) / Supporting Software Components: Specific to the type of application or software service being operated. Review the TriTech release notes and version documentation. Inform 5.7 Prerequisite CD needs to be ran on the GISLink Workstations. The Prerequisite CD will install needed software such as ArcGIS Engine Runtime Version 10.2. Please refer to Inform GISLink documentation for specific prerequisites as versions change. 17.1 MOBILE SERVER OVERVIEW The Inform Mobile Server provides the functionality necessary for interaction between Mobile workstations and is the integration point between other systems such as Inform CAD (along with the Mobile interface) and for the Inform NCIC/State Message Server. 17.1.1 MOBILE SERVER CONFIGURATION 1 Operating System: Windows Server 2008 SP2 (32-bit), Windows Server 2008 R2 SPl (64-bit), Windows Server 2012 R2 (64-bit) 1 Supporting Software Components: Specific to the type of application or software service being operated. Review the TriTech release notes and version documentation. ► Database Management: SQL Server 2008 R2 32 bit or 64 bit SPl Standard, Enterprise, or Express' Edition, SQL Server 2012 SP 164 bit Standard, Enterprise, or Express Edition. 17.2 MOBILE INTERFACE SERVER 1 Operating System: Windows Server 2008 SP2 (32-bit), Windows Server 2008 R2 SPI (64-bit), Windows Server 2012 R2 (64-bit) / Supporting Software Components as distributed on the specific version Prerequisite installation media. The Inform Mobile Interface server supports the interaction between Mobile users and Inform CAD. The Mobile Interface Server operates on a standard Inform CAD business server/interface server. For small Mobile systems (less than 75 units or less than 75), the Mobile Interface can successfully be co -located on the same server as the Mobile Server. For medium Mobile systems (less than 400 omits or less than 400 incidents), the Mobile Interface server needs to reside on its own business class server. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 9)2015 TriTech Software Systems Chapter 3 - System Components For large Mobile system (greater than 400 units or greater than 400 incidents), two separate Mobile Interface servers need to reside on separate business calls servers. The current maximum concurrent users per Mobile interface are as follows: / Law Agencies: 150 Units 1 Fire / EMS (alone or combined): 250 Units A Mobile Server can be linked to multiple Mobile Interfaces. This is done when the number of concurrent users exceeds recommended levels for a Mobile Interface. 17.3 MOBILE WORKSTATION REQUIREMENTS Inform Mobile Workstations operate a mixture of Microsoft and TriTech applications. Optimal performance and functionality requires adherence to hardware, software and configuration standards. 17.3.1 STANDARD INFORM MOBILE WORKSTATION CONFIGURATION Computer configuration: Business workstation class machine or business class or ruggedized laptop. Processor: One 1.06 GHz or faster processor minimum RAM: 2GB recommended / If other applications are going to run on the workstation, TriTech recommends additional RAM on the workstation. 1 Disk: 12 GB minimum 1 Operating System: Windows 7 SPl (32 or 64-bit) or Windows 8.1 (32 or 64-bit) 1 Supporting Software Components: Specific to the type of application or software service being operated. Review the TriTech release notes and version documentation. / Other requirements: — 800x600 pixel minimum display; 1024x768 recommended. Touch screen computers are recommended. — Wireless access - commercial wireless or IP enabled radio system. It is important that your review the capabilities of your wireless/radio system with TriTech before initially deploying Mobile or making post -Go -Live changes. — Ethernet connectivity or CD drive for initial installation. 17.4 MOBILE SERVER AND INTERFACE NETWORK CONFIGURATION TriTech requires that both the Mobile Server and the Mobile Interface Server(s) be located inside of the firewall within the secure CAD network. The Relay server can be deployed in the DMZ, allowing all Mobile clients to connect to the Relay server while the Mobile Server is located within the secure CAD network. 18. • 'M CAD — INFORM COMPONENT• TriTech has approved the use of a Hypervisor product to host specific business and interfaces servers utilized with the Inform CAD and Inform product suite. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components Approved Virtualization Product TriTech has approved VMware's vSphere ESXi as a supported hypervisor for Production use with the Inform CAD suite. Support for the vSphere Hypervisor will be through VMware. Customers should ensure that their personnel have been trained in the installation and management of this software and that software support and services has been purchased for this system. httD://www.vmware.com/stinr)ort/ The following servers are approved for virtualization / Inform CAD / Inform Archive & Reporting server(s) / Citrix server running Inform CAD 1 Business/Interface servers such as: - ANI/ALI - Paging - Inform CAD Web Server - Inform CAD Browser Server - Inform CAD Mobile Server During testing of a virtual Citrix server under simulated load, TriTech determined that a single Citrix user uses approximately the resources of a physical or hyper -threaded processor on the physical host. For a small deployment of Citrix users, a virtual Citrix server may be sufficient but for a large deployment of Citrix users, physical hardware is recommended. TriTech tested and approved Areserve HA as the Disaster Recovery software solution. Some TriTeeb clients have opted to use VMware SRM in conjunction with SAN to SAN replication as their DR solution. TriTech will work with our clients on a consulting basis to assist with the failover process and testing. Maintaining the failover process and solution is the responsibility of the client. The free version of vSphere ESXi is approved for Training/Testing systems. However please note there is no support from VMWare available on the free version. Customers electing to deploy vSphere ESXi in their Production environment should carefully assess server capacity and should perform a limited rollout of VMware Server with a preplanned roll -back strategy. It should be understood by the customer that when planning a virtual solution, performance for a VM is measured in MHz and MB of RAM. Although a single virtual 2.26GHz CPU may be allocated to the VM, the server will only consume the amount of vCPU resources needed to perform its task However, great care must be taken to not over -subscribe host server resources to VMs as performance issues will likely be incurred. TriTech also recommends the use of Shared Storage. Customers should also be aware of software licensing models. Understand how VMware licenses their product as well as the benefits of using Microsoft Data Center licensing 2012 VS Windows Server 2012 Standard licensing. With proper planning and server capacity, vSphere ESXi can be used effectively in a Production environment. TriTech has not tested Microsoft's Hyper-V Hypervisor solution. Customers who are comfortable with Microsoft's Hyper-V solution can deploy it at their own risk. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components TriTech is working on a standardized and TriTech supported VDI solution utilizing VMWare Horizon View. Until a solution is (ally developed, customers desiring to implement VDI should work directly with TriTech Systems Architects to design a TriTech supported solution on a case by case bases. Customers often want to operate Third Party software applications on the same workstation as their TriTech software products. Some TriTech applications are more tolerant of Third Party products — such as Browser workstations or Citrix Inform CAD workstations. Inform CAD workstations and Inform Mobile workstations should be treated more carefully for Third Party product compatibility. Inform CAD workstations are particularly sensitive to a specific operating environment due to the need for high volume traffic between workstations and servers and because of the time sensitive nature of dispatch. Third Party products can introduce changes to that environment that can cause unexpected results. TriTech does test some popular Third Party products for collocation with Inform CAD Command such as ProQA and its sister products and Microsoft Office. But it is impractical to attempt to test every product requested by TriTech's customers. TriTech also recognizes that customers have valid needs to use some Third Party products. For these reasons, TriTech has developed a process that will allow customers to take responsibility for testing and utilizing Third Party products with Inform CAD Command workstations and Inform Mobile workstations. This process does not mean that TriTech will support Inform CAD or Inform Mobile with these Third Party products. If a problem occurs, TriTech may request the removal of the Third Party product in order to resolve the problem or rule out a conflict. But this process does provide a relatively safe method for customers to test and safely utilize Third Party products. Many customers have successfully utilized this process. If the customer desires to load Third Party software (not required by Inform CAD) on a CAD workstation, such as office automation software like Microsoft Office, the customer should first review the applicable Inform CAD release notes for compatibility information (i.e, ProQA, Microsoft Office). If information is not available, the customer should contact the TriTech Technical Services department to determine if compatibility information is available for this specific type of software. 20.1 THIRD PARTY PRODUCT COMPATIBILITY TESTING PROCEDURE If no compatibility information is available, the customer is responsible for malting a determination regarding loading of the Third Party software. Inform CAD or Mobile problems caused by the Third Party software are not covered items under the support agreement. If the customer assumes responsibility and elects to proceed with the installation, TriTech recommends that the customer successfully complete a recent Inform CAD System Administration course and be competent in the installation and reinstallation of Inform CAD Software at the workstation level. When the customer has this foundation of technical skills, the following procedure is recommended for testing a Third Party software application: t. Select a single workstation for testing purposes. The workstation should not be needed for use in dispatching purposes. 2. Load the new application following installation instructions from the manufacturer. Reference applicable TriTech Technical Advisories for known conflicts (e.g., Crystal Reports versions) with components that are used by Inform CAD to determine what optional items may be installed. 3. Following the installation, restart the workstation. Review the information in Add/Remove Programs paying particular attention to common perquisites to make sure newer versions have not been installed by the Third Party software. Uninstall inappropriate supporting components (MDAC MSXML, .NET Framework and the like). Reinstall the applicable version of prerequisites and review ODBC connections. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc, and may not be reproduced, P� published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 4. Launch the applicable TriTeeb application (Inform CAD or Inform Mobile) and test both the TriTech application and the Third Party application for functionality. If there are Inform CAD or Mobile problems, consider uninstalling Inform CAD or Mobile (remember to not leave components in the Recycle Bin) and reinstalling. If the two applications are working properly, run the single workstation for one to two weeks to determine if problems occur under load. If no problems occur, consider loading the Third Party software on additional workstations as part of a phased roll -out. Please note that compatibility may change with each version release of Inform CAD/Mobile or with new versions of the Third Party software as dependent components change. Therefore, the Third Party application may not work with an upgrade and may need to be uninstalled by the customer to troubleshoot Inform CAD problems. Additionally, performance issues may occur with all applications if the customer adds additional applications without adding additional memory. workstation or network configurations. Errors occurring during computer start-up from Third Partyapplications can negatively affect Inform CAD functionality and performance. 20.2 TRITECH SUPPORT OF THIRD PARTY PRODUCTS TriTech's support agreement covers software developed by TriTech (such as Inform CAD, Inform Mobile, Interfaces, special database tools, WebView and Voyager products). The base support agreement does not cover support for third party products, including third party hardware and software (such as Microsoft). More specifically, any third party hardware or software defects or upgrades, as well as network setup, domain management, and base mapping data is not covered under TriTech's standard support agreement. To assist customers with specific needs, TriTech has implemented custom support agreements to provide support for some third party hardware and / or software. For example, for some customers TriTech has contracted to be first point of contact for help desk and issue tracking for third party products, such as ,Fire RMS, Police RMS, and the like. For other customers, TriTech has contracted to provide direct support for selected hardware products, including cases where we contract with a local vendor to maintain the customer's hardware. If you are interested in such a custom support program, please contact your Account Executive. 20.3 VIRUS PROTECTION SOFTWARE CONFIGURATION TriTech strongly recommends the implementation of Virus Protection software with TriTech systems including Inform CAD, Inform Mobile and Inform RMS. This includes but is not limited to the servers, workstations, and Mobile MDC units. The implementation of Virus Protection software can have a significant impact on the operation and performance of software systems including the noted TriTech systems. Therefore, the Client should careftdly follow these guidelines when deploying or upgrading Virus Protection software. Depending on how it is implemented, Virus Protection software has been known to cause problems on networks such as performance degradation and dropped Inform CAD inter -process messages which can result in out -of -sync workstations. Additionally, improper scanning activities for viruses can negatively impact Microsoft's SQL Server and other third party software including Computer Associates (CA) Areserve RHA. TriTech has provided the following recommendations to assist system administrators with the implementation of Virus Protection software to minimize the risk of virus infection as well as to minimize performance degradation as a result of virus scanning activities. These recommendations are provided as a reference point for the initial installation and are not necessarily all-inclusive. As with most technologies, additional or ongoing configuration is required to achieve optimal performance. It is important to emphasize that the improper implementation of Virus Protection software can impede a system's performance. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components 20.3.1 PLATFORM SPECIFIC RECOMMENDATIONS 1. For all Windows OS -based equipment in your system, please follow the Microsoft guidelines which can be found at http://support.m'icrosoft.com/l(b/822158. 2. For all servers twining Microsoft SQL Server, please follow the recommendations in the Microsoft article "Guidelines for choosing antivirus software to nrn on the computers that are running SQL Server" at http://support.microsoft.com/kb/309422. 3. For customers using Areserve RHA (an CA software application), CA recommends that the "%winddir%\CASpool" (folder and all of the folders or files that are being synchronized by Areserve must be excluded from active and scheduled virus scans. This includes the TriTech file structure on the server. 4. If your system uses Microsoft Cluster Server, please consult with your Virus Protection software vendor to determine its compatibility with Cluster services. Because Virus Protection software drivers reside above the file system, they may not properly address the nuances related to a clustered environment. For more information on this topic, please refer to: http://support.microsoft.com/Icb/250355. 5. If you use Microsoft Access for reporting, do not scan these database files while in use as they too can be corrupted by active virus scanning. For more information see Symantec Document ID: 2002091913503748 on their website. 6. Customers utilizing VMWare products should consult the VMWare best practices for additional Antivirus and Security. For more information see VMWare websites: http://kb.mit.edu/confluence/dis lalay/istcontrib/VMware+Security+Recommendations+and+Best+Practices http://www,vmware.com/files/pdf/VMware-View-AntiV irusPractices-TN-EN.pdf 20.3.2 GENERAL VIRUS PROTECTION RECOMMENDATIONS 1. The frequency for Virus Definition file updates should be configured to run daily. Virus Definition files are essentially databases that hold information pertaining to viruses. The updating of both the Virus' Definition files and the Virus Scan engine should be permitted. This is considered a best practice. 2. Machines should scan only their local drives (not network drives); therefore, do not set active or scheduled scanning of the Inform CAD Q: drive other than the server hosting the file share. 3. Virus Protection software needs to be disabled when software updates occur, whether the updates are from Microsoft, TriTech, or any other software vendor. This will prevent file locking problems from occurring and is considered a best practice. 4. Port activities within the Virus Protection software have to be managed, for example, you would want to allow VNC packets to be sent and received without each packet being scanned. Disrupting VNC packets could impede the VNC application and slow the network. 5. The implementation and management of Virus Protection software requires regular monitoring of security related websites for the purpose of staying informed on virus threat's, technical tips, and security related advisories. Please monitor your Virus Protection software provider's site. Other reference sites include the following: a, http://us.mcafee.com/virusInfo/default.asp b. http://www.sare.com c. http://www.cert.org 6. Other management activities include the regular review of Virus Scan log files for each computer, which contain statistical information about the scanning activities on that machine. 7. Another important consideration is the implementation and management of Firewall and IP Ports. Many security breaches can be prevented through effective IP Port management, for example, IP Ports should be closed except for the ones being used, Often this is not the case, as many systems are vulnerable because most IP Ports are open. Please refer to the firewall port recommendations earlier in this document for configuration settings needed for this product. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components B. As with any network/system change, it is a good practice to install the software initially on a limited number of computers and then monitor for performance or any other anomalies that were not occurring prior to the installation of the software. Monitor for a one to two week period of time. If everything appears to be fine, deploy on the rest of your system and monitor for problems. 20.3.3 SCHEDULED VIRUS PROTECTION RECOMMENDATIONS 1. Definition files should be updated before the scheduled scans are started. 2. Nightly scans should be configured so that they do not interfere with normal call activity or the nightly maintenance routines (i.e. Backups, etc.). 3. All TriTech folders and files can be scanned during a scheduled virus protection scan. This includes the Inform CAD file structure on the File Server, and the TriTech folder and all of its subfolders on business servers and workstations, the Inform CAD file structure on Mobile Servers, and the Inform RMS file stricture on Law RMS Servers and Workstations. As noted in the general recommendations network and/or mapped drives should not be scanned. Do not scan the Inform CAD Q: (network drive) from a workstation.) 4. As noted in the Platform Specific Recommendations, Microsoft and EMC require files to be excluded from any virus scanning to protect against data corruption. a. UNDER NO CIRCUMSTANCES should the SQL Server's "Data" directory ever be scanned. Configure your virus scan activities to exclude this directory, which on a typical SQL Server installation will be the "\Program Files\Microsoft SQL Server\MSSQL\Data" directory. Disabling the scanning of the SQL Server "Data" files by type is also acceptable, they can be identified by having one of the following file extensions-*.mdf, .ndf, and *.ldf. The full Microsoft guidelines for configuring SQL Server with Virus Protection software can be found at: http://sgpporL.microsoft.comlkb/309422. b. EMC recommends that the RepliStor "C:\Documents and Settings\All users\Application Data\Legato Replistor Data" be excluded from active and scheduled scans. Refer to the RepliStor Administration Guide for additional information. 5. Expect performance impacts during the scan. 6. Stagger scans across the system so that performance impacts will be dispersed. 7. Notify users about the scan and expected performance impacts. 20.3.4 ACTIVE SCANNING RECOMMENDATIONS 1. When implementing on -access scanning, it should be done in a conservative mariner. Heuristics should NOT be used. Typically, the default configuration will have heuristics disabled. 2. Perform active scanning at the Network level where vulnerability of a virus infection is most likely, this is generally where access to or from an outside source is possible such as an E-mail server or an Internet server. 3. As noted in the Platform Specific Recommendations, Microsoft and EMC require files to be excluded from any virus scanning to protect against data corruption. a. UNDER NO CIRCUMSTANCES should the SQL Server's "Data" directory ever be scanned. Configure your virus scar activities to exclude this directory, which on a typical SQL Server installation will be the "C:\Program Files\Microsoft SQL Server\MSSQL\Data", D:\\MSSQL\DATA and L:\MSSQL\Logs directories. Disabling the scanning of the SQL Server "Data" files by type is also acceptable, they can be identified by having one of the following file extensions -*.md f .ndf, and *.Idf. The full Microsoft guidelines for configuring SQL Server with virus protection software can be found at: http://supportanierosoft.com/kb/309422 8 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, 3 published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components b. Areserve recommends that the Areserve RHA engine process should be excluded whenever possible from anti -virus 'On Read Access' or Scanning all -together. This will alleviate additional IO overhead on the read access of the files that we need to capture changes from and also the amount of IO that occurs when we create our journal files for replication within the RHA "Spool" directory. (Usually L:\CAspool). Many popular anti -virus solutions allow for an entire process to be excluded from scanning or at the very least "On read access" scans. These are below with information pertaining to how to enable such exclusions. e. Required Exclusions: — At a bare minimum the spool folder on the MASTER, REPLICA and CONSOLE servers needs to be excluded from anti -virus 'On -Access Scanning'. The default location for the spool folder is: — Master, Replica, and Console Servers: — '%SYSTEMDRIVE%\Program Files\CA\Areserve RHA\ — Master and Replica Servers: — CASpool Directory (Usually L:\CAspool) 4. The TriTech file structure should be excluded from active or on demand scanning. This will prevent file locking problems from occurring (refer to the table below). 5. The table below is provided as a guide for configuring scanning activities and file exclusions within the Virus Protection software across key TriTech computer platforms. INFORM CAD SQL/FILE INFORM CAD INFORM CAD WEB SERVER SERVER WORKSTATIONS AND INTERFACES Active Scanning should use Active Scanning should use Active Scanning should use default settings, NO heuristics default settings, NO heuristics default settings, NO heuristics should be used should be used should be used Exclude the Inform CAD File Exclude the following folders and Exclude the following folders and stricture databases and subfolders from Virus scan subfolders from Virus scan transactional log files from activities. activities. Virus scan activities. 1. Q:\, and subfolder 1. Q:A, and subfolder (if Usually: 2. C:ATriTech, and subfolders available) D:AVisicad 3. C:AWINDOWS\system32\confi 2. C:ATriTech, and subfolders (TriTech File share) g, and subfolders (EventLog 3. C:AWENDOWS\system32\conft storage) g, and subfolders (EventLog D:\MSSQL\DATA 4. C:\WINDOWS\system32\msm storage) (TriTech Database's) q, and subfolders (MSMQ 4. C:\WINDOWS\system32\msm storage) q, and subfolders (MSMQ L: MSSQL\LOGS 5. C:APrograrn Files\ TriTech storage) (TriTech transaction Logs) Software Systems 5. C:\WINDOWS\Microsoft.NE T, and subfolders (ASP.NET C:\Program Files\Microsoft on -the -fly compilation cache) SQL Server\ 6. Media Arebive folder (Microsoft SQL server 7. Media Stream folder Databases and Transaction Logs) S. C:AProgram Files\ TriTech Software Systems For Areserve - Exclude the For Areserve - Exclude the following folders and following folders and subfolders subfolders from Virus scan from Virus scan activities The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems Chapter 3 - System Components activities 1)Areserve Application Folder 1)Areserve Application folder %SYSTEMDRIVE%\Program '%SYSTEMDRIVE%\Program Files\CA\Areserve RHA\ Files\CA\Areserve RHA\ 2) CAspool Directory Exclude the following file types Exclude the following file types Exclude the following file from Virus scan activities: from Virus scan activities: types from Virus scan activities: 1..mdf 1) .mdb 1) None 2..ndf 3..ldf 4..mdb MOBILE SERVER(S) MOBILE CLIENT(S) MOBILE INTERFACE Active Scanning should use Active Scanning should use Active Scanning should use default settings, NO heuristics default settings, NO heuristics default settings, NO heuristics should be used should be used should be used Exclude the following folders Exclude the following folders and Exclude the following folders and and subfolders from Virus scan sub Polders from Virus scan subfolders from Virus scan activities. activities. activities. C: or D\Program files\ TriTech C: \Program files\ TriTech 1. Q:\, and subfolder Software Systems and Software Systems and 2. C:\TriTech, and subfolders subfolder(s) (Mobile Server subfolder(s) (Mobile Client 3. C:\Program Files\TriTech and Application and Logs) Application and Logs) subfolders 4. C:\WIND0WS\system32\confi g, and subfolders (EventLog storage) 5. C:AWINDOWS\system32\msm q, and subfolders (MSMQ storage) 6. C:\Program Files\ TriTech Software Systems Exclude the following file Exclude the following file types Exclude the following file types types from Virus scan from Virus scan activities: from Virus scan activities: activities: 1..mdb 1..mdb 1..mdf 2..ndf 3..ldf 4..mdb The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 02015 TriTech Software Systems Chapter 4 - Site Preparation CHAPTER 4 - SITE PREPARATION Prior to the arrival of equipment for installation on site, all support connectivity specified in the Support Communications and Connectivity section of this document should be installed and in working order. 21.2 NETWORK CABLES Prior to the arrival of equipment, all necessary network cables should be in place. Each workstation and server on the network will require at least one network cable. Each cable should be able to reach from the network switch to the location for the workstation or server. The Inform CAD network requires the use of Category 5e or, where applicable, Category 6 network cable with male RS-45 connectors on each end. TriTech can provide network cabling services, however the cable is not covered under the TriTech Software Maintenance and Support Agreement. Please contact your Account Executive (AE) for further details. The customer will purchase any necessary adapters or wall plates to facilitate installation of the network cable. It will be the customer's responsibility to place the cable in walls, floors, ceilings, and through radio console Furniture, The customer may also need a "short" set of cables to be used during training, until the CAD system is moved to its permanent location. Please review the training requirements with your project manager. Inform CAD system, these should be linked through a high speed interconnect cable and not by bridging from port to port with a CAT,5e cable. TriTech requires a secure area for storage and staging of equipment during the installation phase of the project. 21.4 TRAINING SCHEDULE User Training schedules will vaty based upon the type of training and the type of application being trained ('i.e., CAI') vs Mobile). Classes are not more than eight (8) hours a day in length. The class size is limited to a maximum of 10 students with no more than two (2) students per workstation. One student per workstation is preferred whenever possible. It is preferred that classes are held during typical business hours, however, special class times/days can be arranged through your project manager on a eases -by -case basis. 21.5 TRAINING LOCATION The training classes should be held in a classroom environment that is outside of the live Dispatch Center. Training in the environment of the Dispatch Center proves to be a distraction for both the students and the on -duty personnel. The training room should be secured when not in use. The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 02015 TriTech Software Systems Chapter 4 - Site Preparation ']'lie customer is required to provide a projector capable of 1024 X 768 or greater resolution for use throughout the User Training class. Two (2) projectors are preferred. 21.6 WINDOWS/MOUSE EXPERIENCE All students are required to have basic typing skills and exposure to Windows and moose functions prior to attending Inform CAD User Training class. It is highly recommended that all students complete a Microsoft Windows computer -based training (CBT) program prior to attending training. There are several commercial products that are inexpensive, easy to use and provide excellent exposure to basic Microsoft Windows functionality. It is the responsibility of the customer to ensure that employees meet the minimum requirements prior to attending the training. 21.7 TRAINING GROUND RULES Students should be dedicated to the class for the entire duration of the course — especially for multi -day courses. Distractions with normal work duties should be avoided while students are participating in the training. It is preferred that a customer System Administrator or other customer team member attend each User Training class, This person is a valuable asset to answer questions regarding agency decisions on the system's set up. All students are expected to finly participate in the training, which consists of lecture, hands on, and written coursework. A written and practical exam will be given at the conclusion of the class. Students that do not perform well in the class will be referred to the System Administrator for remediation. As it is necessary to maintain a positive learning environment, students who create a distraction in the class will be referred to the System Administrator. 22, PHYSICAL AND ENVIRONMENTAL REQUIREMENTS FOR COMPUTER ROOM I F+TwirolNItill 9:4t70i191IT, CHARACTERISTIC DESCRIPTION Spatial Provide adequate space and working area'for equipment and personnel Fire Protection Provide smoke detectors, fire suppressalil', Dust/Static Free Maintain clean and static free environment Limit Access Uninterruptible Power Restrict entry, minimize foot traffic Provide UPS and line conditioning for computer room equipment Voice Telephone Line Provide outside access to contact support Modem Telephone Line Provide PAS support for disaster contingency dial -up Computer Cabinet Provide storage and access for equipment The contents of this material are contidenthii and proprietary to TriTech Software Syster,-rs, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 02015 Tri tech Software Systems Chapter 4 - Site Preparation Note: Typical equipment in computer room may consist of: server(s), monitor(s), keyboard(s), mouse, huh(s), printer, scanner, modem, and interface/message switch(s). This preparation guide is only, intended to provide general information. For detailed specifications please refer to each equipment specification supplied by themantiftcturer. All manufacture specifications are subject to change without notice. CHARACTERISTIC DESCRIPTION Storage temperature 0 degrees C to 40 degrees C (30 degrees F to 104 degrees F) Storage humidity Operating temperature 8% to 80% (relative) 10 degrees C to 28 degrees C (50 degrees F to 82 degrees F) Operating humidity 15% to 80% (relative) Maximum thermal dissipation 91 kcal per hour (360 BTU per hour) 22.3 ELECTRICAL AND PHYSICAL SPECIFICATIONS FOR EQUIPMENT Please refer to the following manufacturer websites for up to date system specifications Stratus Servers httt)://Nvww.stratus,coin/Products/_IIS_erverS s} [ems IIP/Compaq Servers tittn://welcome hL)com/countrv/ns/en/prodserv/servers.litinl VMware Virtualization httt)://www.vrnw,ire.coni,'prodticts, Desktop PCs ttnjwcicome.hp.comlcounh u, e[Clpyvdservldesktaps.hfm( Networking bite://weleome.hp.com/countryfi[s/on/prodserv/networking.html Dell Servers The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 02015 TriTech Software Systems Chapter 4 - Site Preparation http://www.delf.com/us/business/p/enteert rise-moducts?--ck=mn Desktop PCs lam://wwwl.Lis.dell.coLu/content )rQ�t}ict /categQa.aspx/worlcstations Networking littp://wwwLus.dell.com/cotitent/i)rodt,ict,s/cateaorv.aspx/networking Cisco Switches http://eiseo.Boni/en/US/t)roduets/liw/switebes/index.html Routers htp://cisco.com/en/US/i)roductsAiw/routers/index.htmi VPN Solutions littf)://oisoo.com/eti/US/products/liw/a�ncleve/index.htnil Note: Most servers are configured with dual power supplies and dual power cords. We strongly recommend that customers provide separate circuits for the two power corns. If uninterrupted power supplies:(UPSs) are selected, two will be provided by the customer (i.e., one for each power cord). This configuration should enable the server to continue to function on one power supply if the circuit breaker on the second power supply is tripped. The contents or this material are confidential and proprietary to TnTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems INDEX 1. OVERVIEW 1 10. INFORM CAD BUSINESS/INTERFACE SERVERS 19 10.1 CD / DVD DRIVE 20 10.2 INFORM WEB SERVER 20 10.2.1 INFORM BROWSER NETWORK CONFIGURATION 20 10.2.2INFORM WEB SERVER HARDWARE / THIRD PARTY SOFTWARE REQUIREMENTS 21 10.3 UNIT SWAP/AUTO DISPATCH 21 1.0.4 INFORM CAD REPORTING SERVER21 10.4.1 INFORM CAD REPORTING SERVER (DAILY RESTORE OF PREVIOUS NIGHTS BACK-UP) 21 10.4.2 INFORM CAD DATA ARCHIVING & REPORTING SERVER- (SQL REPLICATION WITH COMPREHENSIVE DATA PURGING) 22 10.5 INFORM CAD TRAINING/TESTING SERVER 22 10.5.1 TRRAINING/TESTING SERVER HARDWARE/THIRD PARTY SOFTWARE REQUIREMENTS 23 10.6 INFORM CAD INTERFACE SERVER23 10.6.1 INTERFACE SERVER HARDWARE/THIRD PARTY SOFTWARE REQUIREMENTS 23 10.6.2 MULTIPLE INTERFACES PER INTERFACE SERVER 23 11. INFORM NCIC / STATE MESSAGE SERVER 23 12. INFORM CAD CITRIX SUPPORT 23 12.1 INFORM CAD CITRIX OVERVIEW 23 12.2 APPROVED WINDOWS SERVER AND CITRIX VERSIONS 24 12.3 INFORM CAD CITRIX SCALABILITY24 12.4 INFORM CAD CITRIX BANDWIDTH REQUIREMENTS - WORKSTATIONS 24 12.5 INFORM CAD CITRIX SERVER CONFIGURATION 25 12.5.1 STANDARD INFORM CITRIX SERVER 25 Index 12.6 INFORM CAD CITRIX SERVERS AND UPGRADES 25 12.7 INFORM CAD CITRIX SERVERS AND SEPARATE ENVIRONMENTS 25 12.8 INFORM CAD CITRIX WORKSTATION 25 12.9 INFORM CAD CITRIX USER TROUBLESHOOTING 26 13. INFORM CAD AND INFORM MOBILE BACK-UP SERVER AND DISASTER RECOVERY OPTIONS 26 13.1 STRATUS ACTIVE SERVICE ARCHITECTURE 26 13.2 INFORM CAD HOT STANDBY/DISASTER SERVER 28 13.2.1 INFORM CAD HOT STANDBY 28 13.2.2 INFORM CAD DISASTER SERVER28 13.2.3 INFORM MOBILE 29 13.3 HOT STANDBY/DISASTER SERVER BEST PRACTICES 30 13.3.1 DISASTER/HOT STANDBY SERVER HARDWARE/THIRD PARTY SOFTWARE REQUIREMENTS 31 14. INFORM CAD WORKSTATIONS 31 14.1 STANDARD INFORM CAD WORKSTATION CONFIGURATION 31 15. INFORM BROWSER WORKSTATIONS31 16. INFORM GISLINK WORKSTATIONS 32 17. INFORM MOBILE 32 17.1 MOBILE SERVER OVERVIEW 32 17.1.1 MOBILE SERVER CONFIGURATION 32 17.2 MOBILE INTERFACE SERVER 32 17.3 MOBILE WORKSTATION REQUIREMENTS 33 17.3.1 STANDARD INFORM MOBILE WORKSTATION CONFIGURATION 33 17.4 MOBILE SERVER AND INTERFACE NETWORK CONFIGURATION 33 18. INFORM CAD - INFORM COMPONENT VIRTUALIZATION 33 19. CLIENT VIRTUAL DESKTOP INFRASTRUCTURE(VDI) 35 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems 7 2. INFORM CAD/INFORM ARCHITECTURE OVERVIEW (C5.3 AND LATER) 1 2.1 INFORM CAD OVERVIEW 1 2.1.1 INFORM CAD DATABASE SERVER OVERVIEW -ALL VERSIONS THROUGH 5.7 4 2.1.2INFORM CAD 5.7 COMPONENT OVERVIEW 4 2.1.3 OTHER SYSTEM COMPONENTS 5 2.2 OTHER NETWORK AND SERVER TECHNOLOGIES 5 20. COMPATIBILITY WITH THIRD PARTY PRODUCTS 35 20.1 THIRD PARTY PRODUCT COMPATIBILITY TESTING PROCEDURE 35 20.2 TRITECH SUPPORT OF THIRD PARTY PRODUCTS 36 20.3 VIRUS PROTECTION SOFTWARE CONFIGURATION 36 20.3.1 PLATFORM SPECIFIC RECOMMENDATIONS 37 20.3.2 GENERAL VIRUS PROTECTION RECOMMENDATIONS 37 20.3.3 SCHEDULED VIRUS PROTECTION RECOMMENDATIONS 38 20.3.4 ACTIVE SCANNING RECOMMENDATIONS 38 21. CUSTOMER RESPONSIBILITIES FOR INSTALLATION AND TRAINING 41 21.1 SUPPORT CONNECTIVITY INSTALLATION 41 21.2 NETWORK CABLES 41 21.3 STAGING AREA 41 21.4 TRAINING SCHEDULE 41 21.5 TRAINING LOCATION 41 21.6 WINDOWS/1VI0USE EXPERIENCE 42 21.7 TRAINING GROUND RULES 42 22. PHYSICAL AND ENVIRONMENTAL REQUIREMENTS FOR COMPUTER ROOM 42 22.1 COMPUTER ROOM 42 22.2 ENVIRONMENTAL SPECIFICATIONS 43 22.3 ELECTRICAL AND PHYSICAL SPECIFICATIONS FOR EQUIPMENT 43 Index 3 3. NETWORKING AND SECURITY ACCESS FOR INFORM CAD/INFORM SYSTEMS 7 3.1 INFORM CAD AND ACTIVE DIRECTORY 7 3.2 SERVER/WORKSTATION PERMISSIONS 8 3.2.1 SUPPORT AND INSTALLATION ACCOUNT 8 3.2.2 INFORM CAD DATABASE SERVER 8 3.2.3 INFORM CAD AND INFORM INTERFACE AND BUSINESS SERVERS8 3.2.4 DISASTER RECOVERY SERVER ACCOUNTS 9 3.2.5 INFORM CAD WORKSTATIONS 9 3.2.6 INFORM MOBILE WORKSTATIONS 10 3.3 INFORM CAD OPERATION VIA WIDE AREA NETWORK 10 !, 4. MACHINE NAME GUIDELINES 10 5 5. FIREWALL PORT CONFIGURATION 12 6 6. TIME SYNCHRONIZATION 12 7 7. SUPPORT COMMUNICATIONS AND CONNECTIVITY 13 7.1 TRITECH APPROVED METHODS OF CONNECTIVITY 13 7.1.1 APPROVED VPN CONNECTIVITY METHODS AND CLIENTS 14 7.1.3 ALTERNATE FORMS OF VPN CONNECTIVITY 14 7.2 REMOTE ACCESS AND TC,P PORTS 14 7.3 FILE TRANSFERS 15 €.1 8. SECURE SUPPORT ACCESS 1.5 8.1 TRITECH PERSONNEL AUTHORIZED FOR SUPPORT CONNECTIVITY 15 8.2 CUSTOMER DATA SECURITY 15 8.3 USER ACCESS AND PASSWORDS 16 DI 9. INFORM CAD DATABASE SERVER 17 46 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. 92015 TriTech Software Systems Index 9.1 DATABASE SERVER OVERVIEW 17 9.1.1 DATABASE SERVER HARDWARE PLATFORMS 17 9.1.2 DATABASE SERVER HARDWARE REQUIREMENTS 18 9.1.3 DATABASE RE -INDEXING 19 9.1.4 DATABASE SERVER AND DOMAIN CONTROLLER FUNCTIONS 19 541 CHAPTER 1 - OVERVIEW AND FORECAST 1 CHAPTER 2 — NETWORKING, SECURITY, AND SUPPORT CONNECTIVITY 7 CHAPTER 3 - SYSTEM COMPONENTS 17 CHAPTER 4 - SITE PREPARATION 41 The contents of this material are confidential and proprietary to TriTech Software Systems, Inc. and may not be reproduced, published or disclosed to others without the prior written consent of TriTech Software Systems, Inc. ©2015 TriTech Software Systems ADDENDUM B TRITECH MASTER PREFERRED SOURCE CODE ESCROW AGREEMENT (ATTACHED) Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws or the United States Page 50 of 104 MASTER THREE -PARTY ESCROW SERVICE AGREEMENT Master Deposit Account Number: 1 Q-!S4 1. Introduction. This Escrow Service Agreement (the "Agreement") is entered into by and between TriTech Software Systems, located at 9860 Mesa Rim Road, San Diego, CA 92121 (check either ® "Depositor" or ❑ "Beneficiary") and its affiliates and subsidiaries, and by any additional party signing the Acceptance Form attached as Exhibit E to this Agreement (check either ❑ "Depositor" or ® "Beneficiary") and by Iron Mountain Intellectual Property Management, Inc. ("Iron Mountain") on this _ day of , 2006 (the "Effective Date"). Beneficiary, Depositor, and Iron Mountain may be referred to individually as a "Party" or collectively as the "Parties" throughout this Agreement. The use of the term "Services" in this Agreement shall refer to Iron Mountain Services that facilitate the creation, management, and enforcement of software and/or other technology escrow accounts as described in Exhibit A attached hereto. A Party shall request Services under this Agreement (i) by submitting a work request associated for certain Iron Mountain Escrow Services via the online portal maintained at the Website located at www ironmountaincpnnect com or any other Websites or Web pages owned or controlled by Iron Mountain that are linked to that Website (collectively the "Iron Mountain Website"), or (ii) by submitting a written work request attached hereto as Exhibit A (each, individually, a "Work Request"), The Parties desire this Agreement to be supplementary to the License Agreement and pursuant to Chapter I 1 United States [Bankruptcy] Code, Section 365(n). 2. Depositor Responsibilities. (a) Depositor shall provide all information designated as required to fulfill a Work Request ("Required Information") and may also provide other information ("Optional Information") at their discretion to assist Iron Mountain in the fulfillment of requested Services. (b) Depositor must authorize and designate one or more persons whose action(s) will legally bind the Depositor ("Authorized Person(s)" who shall be identified in the Authorized Person(s)/Notices Table of this Agreement) and who may manage the Iron Mountain escrow account through the Iron Mountain Website or via written Work Request. Authorized Person(s) will maintain the accuracy of their name and contact information provided to Iron Mountain during the Term of this Agreement (the "Depositor Information"). (c) Depositor shall make an initial deposit that is complete and functional of all proprietary technology and other materials covered under this Agreement ("Deposit Material") to Iron Mountain within ninety (90) days of the Effective Date. Depositor may also update Deposit Material from time to time during the Term of this Agreement provided a minimum of one (1) complete and functional copy of Deposit Material is deposited with Iron Mountain at all times. At the time of each depositor update, Depositor will provide an accurate and complete description of all Deposit Material sent to Iron Mountain via the Iron Mountain Website or using the form attached hereto as Exhibit B. (d) Depositor consents to Iron Mountain's performance of any level(s) of verification Services described in Exhibit A attached hereto and further consents to Iron Mountain's use of a subcontractor (who shall be bound by the same confidentiality obligations as Iron Mountain and who shall not be a direct competitor to either Depositor or Beneficiary) to provide such Services as needed. (e) Depositor represents that it lawfully possesses all Deposit Material provided to Iron Mountain under this Agreement free of any liens or encumbrances as of the date of their deposit. Any Deposit Material liens or encumbrances made after their deposit will not prohibit, limit, or alter the rights and obligations of Iron Mountain under this Agreement; (1) Depositor represents that all Deposit Material is readable and useable in its then current form; if any portion of such Deposit Material is encrypted the necessary decryption tools and keys to read such material are deposited contemporaneously. (g) Depositor represents that all Deposit Material is provided with all rights necessary for Iron Mountain to verify such proprietary technology and materials upon receipt of a Work Request for such Services; and (h) Depositor warrants that Iron Mountain's use of the Deposit Material or other materials supplied by Depositor to perform the verification Services described in Exhibit A is lawful and does not violate the rights of any third parties. Depositor agrees to use commercially reasonable efforts to provide Iron Mountain with any necessary use rights or permissions to use materials necessary to perform verification of the Deposit Material. Depositor agrees to reasonably cooperate with Iron Mountain by providing its facilities, computer software systems, and technical personnel for verification Services whenever reasonably necessary. MA3-100105 NA Page 1 of 16 3. Beneficiary Responsibilities. (a) Beneficiary shall provide all information designated as required to fulfill any Beneficiary Work Request ("Required Information") and may also provide other information ("Optional Information") at their discretion to assist Iron Mountain in the. fulfillment of requested Services. (b) Beneficiary must authorize and designate one or more persons whose action(s) will legally bind the Beneficiary ("Authorized Person(s)" who shall be identified in the Authorized Person(s)/Notices Table of this Agreement) who shall manage the Iron Mountain escrow account through the Iron Mountain Website or via written Work Request. Authorized Person(s) will maintain the accuracy of their name and contact information provided to Iron Mountain during the Term of this Agreement (the `Beneficiary Information"), (c) Beneficiary acknowledges, in the absence of a Work Request for verification Services, that it assumes all responsibility for the completeness and/or functionality of all Deposit Material. Beneficiary may submit a verification Work Request to Iron Mountain for one of more of the Services defined in Exhibit A attached hereto and further consents to Iron Mountain's use of a subcontractor if needed to provide such Services. (d) Beneficiary warrants that Iron Mountain's use of any materials supplied by Beneficiary to perform the verification Services described in Exhibit A is lawful and does not violate the rights of any third parties. 4. Iron Mountain Responsibilities. (a) Iron Mountain agrees to use commercially reasonable efforts to provide the Services requested by authorized Depositor and Beneficiary representatives in a Work Request. Iron Mountain may reject a Work Request (in whole or in part) that does not contain all Required Information at any time upon notification to the Party originating the Work Request. (b) Iron Mountain will conduct a deposit inspection upon receipt of any Deposit Material and associated Exhibit B. If Iron Mountain detemnnes that the Deposit Material does not match the description provided by Depositor represented in Exhibit B attached hereto, Iron Mountain will provide Depositor with notice by electronic mail, telephone, or regular mail of such discrepancies. Iron Mountain will work directly with the Depositor to resolve any such discrepancies prior to accepting Deposit Material. Iron Mountain will provide Depositor with notice from time to time during the first ninety (90) days from the Effective date as a reminder that submission of initial Deposit Material is required. Iron Mountain may also send notices every ninety (90) days thereafter to Depositor and/or Beneficiary related to Deposit Material activity if such Services are requested in a Work Request. (c) Iron Mountain will provide notice by electronic mail, telephone, or regular mail to the Beneficiary of all Deposit Material that is accepted and deposited into the escrow account under this Agreement. (d) Iron Mountain willworkwith a Party who submits any verification Work Request for Deposit Material covered under this Agreement to either fulfill any standard verification Services Work Request or develop a custom Statement of Work ("SOW"), Iron Mountain and the requesting Party will mutually agree in writing to a SOW on the following terms and conditions that include but are not limited to: description of Deposit Material to be tested; description of verification testing; requesting Party responsibilities; Iron Mountain responsibilities; Service Fees; invoice payment instructions; designation of the Paying Party; designation of authorized SOW representatives for both the requesting Party and Iron Mountain with name and contact information; and description of any final deliverables prior to the start of any fulfillment activity. After the start of fulfillment activity, each SOW may only be amended or modified in writing with the mutual agreement of both Parties, in accordance with the change control procedures set forth therein. (e) Iron Mountain will hold and protect all Deposit Material in physical and/or electronic vaults that are either owned or under the direct control of Iron Mountain. (f) Iron Mountain will permit the replacement and/or removal of previously submitted Deposit Material upon Work Request that may be subject to the written joint instructions of the Depositor and Beneficiary. (g) Iron Mountain will strictly follow the procedures set forth in Exhibit C attached hereto to process any Beneficiary Work Request to release Deposit Material. 5. Payment. The Paying Party shall pay to Iron Mountain all fees as set forth in the Work Request form attached hereto as Exhibit A ("Service Fees"). Except as set forth below, all Service Fees are due to Iron Mountain within thirty (30) calendar days from the date of invoice in U.S. currency and are non-refundable. Iron Mountain may update Service Fees with a ninety (90) calendar day written notice to the Paying Party during the Term of this Agreement. The Paying Party is liable for any taxes related to Services purchased under this Agreement or shall present to Iron Mountain an exemption certificate acceptable to the taxing authorities. Applicable taxes shall be billed as a separate item on the invoice, to the extent possible. Any Service Fees not collected by Iron Mountain when due shall bear interest until paid at a rate of 1.25% per month (15% per annum) or the maximum rate pernntted by law, whichever is less. Delinquent accounts may be referred to MA3-100105 NA Page 2 of 16 a collection agency at the sole discretion of Iron Mountain. Notwithstanding, the non-performance of any obligations of Depositor to deliver Deposit Material under the License Agreement or this Agreement, Iron Mountain is entitled to be paid all Service Fees that accrue during the Term of this Agreement. All Service Fees will not be subject to offset except as specifically provided hereunder. 6. 'Perm and Termination. (a) The initial "Term" of this Agreement is for a period of one (1) year from the Effective Date and will automatically renew for additional one (1) year Terms and continue in full force and effect until one of the following events occur: (i) Depositor and Beneficiary providejoint written instructions of their intent to cancel this Agreement within sixty (60) days to Iron Mountain; (ii) Beneficiary provides a sixty (60) day written notice regarding cancellation of this Agreement to both Depositor and Iron Mountain; or (iii) Iron Mountain provides a sixty (60) day written notice to the Depositor and Beneficiary Authorized Persons that it can no longer perform the Services under this Agreement. (b) In the event this Agreement is terminated under Sections 6(a)(i) or 6(a)(iii) above, Depositor and Beneficiary may provide Iron Mountain with joint written instructions authorizing Iron Mountain to forward the Deposit Material to another escrow company and/or agent or other designated recipient. If Iron Mountain does not receive joint written instructions within sixty (60) calendar days after the date of the notice of ternnation, Iron Mountain shall return or destroy the Deposit Material. (c) In the event of the nonpayment of Service Fees owed to Iron Mountain, Iron Mountain shall provide all Parties to this Agreement with notice by electronic mail and/or regular mail. Any Party to this Agreement shall have the right to make the payment to Iron Mountain to cure the default. If the past due payment is not received in full by Iron Mountain within thirty (10) calendar days of the date of such notice, then Iron Mountain shall have the right to terminate this Agreement at any time thereafter by sending notice by electronic mail and/or regular mail of termination to all Parties. Iron Mountain shall have no obligation to take any action under this Agreement so long as any Iron Mountain invoice issued for Services rendered under this Agreement remains uncollected. 7. General indemnity. Each Party shall defend, indemnify and hold harmless the others, their corporate affiliatesand their respective officers, directors, employees, and agents and their respective successors and assigns from and against any and all claims, losses, liabilities, damages, and expenses (including, without limitation, reasonable attorneys' fees), arising under this Agreement from the negligent or intentional acts or omissions of the indemnifying Party or its subcontractors, or the officers, directors, employees, agents, successors and assigns of any of them. 8. Warranties. (a) Iron Mountain. ANY AND ALL SERVICES PROVIDED HEREUNDER SHALL BE PERFORMED IN A WORKMANLIKE MANNER. EXCEPT AS SPECIFIED IN THIS SECTION, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS, AND WARRANTIES INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, SATISFACTORY QUALITY, AGAINST INFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE, ARE HEREBY EXCLUDED TO THE EXTENT ALLOWED BY APPLICABLE LAW. AN AGGRIEVED PARTY MUST NOTIFY IRON MOUNTAIN PROMPTLY OF ANY CLAIMED BREACH OF ANY WARRANTIES AND SUCH PARTY'S SOLE AND EXCLUSIVE REMEDY FOR BREACH OF WARRANTY SHALL BE RETURN OF THE PORTION OF THE FEES PAID TO IRON MOUNTAIN BY PAYING PARTY FOR SUCH NON -CONFORMING SERVICES. THIS DISCLAIMER AND EXCLUSION SHALL APPLY EVEN IF THE EXPRESS WARRANTY AND LIMITED REMEDY SET FORTH ABOVE FAILS OF ITS ESSENTIAL PURPOSE. THE WARRANTY PROVIDED IS SUBJECT TO THE LIMITATION OF LIABILITY SET FORTH IN SECTION l I HEREIN. (b) Depositor. Depositor warrants that all Depositor Information provided hereunder is accurate and reliable and undertakes to promptly correct and update such Depositor Information during the Term of this Agreement. (c) Benefieiarv. Beneficiary warrants that all Beneficiary Information provided hereunder is accurate and reliable and undertakes to promptly correct and update such Beneficiary Information during the Term of this Agreement. 9. Insurance. Iron Mountain shall, at its sole cost and expense, throughout the term of this Agreement, procure and maintain in full force and effect, the following insurance coverage, with an insurance carrier that is rated B+ or better by A.M. Best. MA3-100105 NA Page 3 of 16 TYPE OF INSURANCE COVERAGE AMOUNT TYPE OE INSURANCE COVERAGE AMOUNT General Liability $2,000,000 General Aggregate Crime Insurance $2,000,000 Each Occurrence General Liability $1,000,000 Each Occurrence Umbrella Coverage $5,000,000 General Aggregate Professional Liability $1,000,000 Each Occurrence All certificates of insurance shall name the Parties as additional beneficiaries with respect to General Liability coverage. All certificates of insurance shall require that the Parties be provided with advance written notice of cancellation of the stated coverage, and Iron Mountain shall request that its insurer use its best efforts to provide at least thirty (30) days' advance written notification of such cancellation. 10. Confidential Information. Iron Mountain shall have the obligation to reasonably protect the confidentiality of the Deposit Material. Except as provided in this Agreement Iron Mountain shall not disclose, transfer, make available or use the Deposit Material. Iron Mountain shall not disclose the terms of this Agreement to any third Party. If Iron Mountain receives a subpoenaor any other order from a court or otherjudicial tribunal pertaining to the disclosure or release of the Deposit Material, Iron Mountain will immediately notify the Parties to this Agreement unless prohibited by law. It shall be the responsibility of Depositor and/or Beneficiary to challenge any such order; provided, however, that Iron Mountain does not waive its rights to present its position with respect to any such order. Iron Mountain will not be required to disobey any order from a court or otherjudicial tribunal, including, but not limited to, notices delivered pursuant to Section 13(g) below. 11. Limitation of Liability. NOTWITHSTANDING ANYTHING ELSE HEREIN, ALL LIABILITY, IF ANY, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, OF ANY PARTY TO THIS AGREEMENT SHALL BE LIMITED TO THE AMOUNT EQUAL TO ONE YEAR OF FEES PAID OR OWED TO IRON MOUNTAIN UNDER THIS AGREEMENT. IF CLAIM OR LOSS IS MADE IN RELATION TO A SPECIFIC DEPOSIT OR DEPOSITS, SUCH LIABILITY SHALL BE LIMITED TO THE FEES RELATED SPECIFICALLY TO SUCH DEPOSITS. TFIIS LIMIT SFIALL NOT APPLY TO ANY PARTY FOR: (I) ANY CLAIMS OF INFRINGEMENT OF ANY PATENT, COPYRIGHT, TRADEMARK OR OTHER PROPRIETARY RIGHT; (II) LIABILITY FOR DEATH OR BODILY INJURY; (III) DAMAGE TO TANGIBLE PROPERTY (EXCLUDING THE DEPOSIT ITEMS); (IV) THEFT; OR (V) PROVEN GROSS NEGLIGENCE OR WILLFUL MISCONDUCT. 12. Consequential Damaees Waiver. IN NO EVENT SIIALL ANY PARTY TO THIS AGREEMENT BE LIABLE TO ANOTHER PARTY FOR ANY INCIDENTAL, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, LOST PROFITS OR LOST DATA OR INFORMATION, ANY COSTS OR EXPENSES FOR THE PROCUREMENT OF SUBSTITUTE SERVICES, OR ANY OTHER INDIRECT DAMAGES, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE EVEN IF THE POSSIBILITY THEREOF MAY BE KNOWN IN ADVANCE TO ONE OR MORE PARTIES. 13. General. (a) Incorporation of Work Requests. All Depositor and/or Beneficiary Work Requests are incorporated into this Agreement. Any Work Requests submitted for an additional deposit account ("Auxiliary Deposit Account") will be incorporated by reference into this Agreement and governed by the same terms and conditions that govern the initial deposit account ("Initial Deposit Account"), (b) Purchase Orders. The terms and conditions of this Agreement prevail regardless of any conflicting or additional terms on any Purchase Order or other correspondence for any Initial Deposit Account or Auxiliary Deposit Account. Any contingencies or additional terms contained on any Purchase Order are not binding upon Iron Mountain. All Purchase Orders are subject to approval and acceptance by Iron Mountain. (c) Right to Make Copies. Iron Mountain shall have the right to make copies of all Deposit Material as reasonably necessary to perform this Agreement. Iron Mountain shall copy all copyright, nondisclosure, and other proprietary notices and titles contained on Deposit Material onto any copies made by Iron Mountain. Any copying expenses incurred by Iron Mountain as a result of a Work Request to copy will be borne by the Party requesting the copies. Iron Mountain may request Depositor's reasonable cooperation in promptly copying Deposit Material in order for Iron Mountain to perform this Agreement. (d) Choice of Law. The validity, interpretation, and performance of this Agreement shall be controlled by and construed under the laws of the State of California, United States of America, as if performed wholly within the state and without giving effect to the principles of conflicts of laws. MA3-100105 NA Page 4 of 16 (e) Right to Rely on Instructions. Iron Mountain may act in reliance upon any instruction, instrument, or signature reasonably believed by Iron Mountain to be genuine. Iron Mountain may assume that any employee of a Party to this Agreement who gives any written notice, request, or instruction has the authority to do so. Iron Mountain will not be required to inquire into the truth or evaluate the merit of any statement or representation contained in any notice or document. Iron Mountain shall not be responsible for failure to act as a result of causes beyond the reasonable control of Iron Mountain. (f) Force Maieure. Except for the obligation to pay monies due and owing, no Party shall be liable for any delay or failure in performance due to events outside the defaulting Party's reasonable control, including without limitation acts of God, earthquake, labor disputes, shortages of supplies, riots, war, acts of terrorism, fire, epidemics, or delays of common carriers or other circumstances beyond its reasonable control. The obligations and rights of the excused Party shall be extended on a day-to-day basis for the time period equal to the period of the excusable delay. (g) Notices. All notices regarding Exhibit C shall be sent by commercial express mail. All other correspondence, including invoices, payments, and other docmnnents and communications, shall be sent by (i) electronic mail; (it) via regular mail to the Parties at the addresses specified in the Authorized Persons/Notices Table which shall include the title(s) of the individual(s) authorized to receive notices; or (iii) via the online portal maintained at the Iron Mountain Website. It shall be the responsibility of the Parties to notify each other as provided in this Section in the event of a change of physical or e-mail addresses. The Parties shall have the right to rely on the last known address of the other Parties. Any correctly addressed notice or last known address of the other Parties that is relied on herein that is refused, unclaimed, or undeliverable because of an act or omission of the Party to be notified as provided herein shall be deemed effective as of the first date that said notice was refused, unclaimed, or deemed undeliverable by electronic mail, the postal authorities by mail, through messenger or commercial express delivery services. (h) No Waiver. No waiver of rights under this Agreement by any Patty shall constitute a subsequent waiver of this or any other right under this Agreement. (i) Assignment. No assignment of this Agreement by Depositor and/or Beneficiary or any rights or obligations of Depositor and/or Beneficiary under this Agreement is permitted without the written consent of Iron Mountain, which shall not be unreasonably withheld or delayed. 0) Severabili v. In the event any of the terms of this Agreement become or are declared to be illegal or otherwise unenforceable by any court of competent jurisdiction, such tenn(s) shall be null and void and shall be deemed deleted from this Agreement. All remaining terms of this Agreement shall remain in frill force and effect. Notwithstanding the foregoing, if this paragraph becomes applicable and, as a result, the value of this Agreement is materially impaired for either Party, as determined by such Party in its sole discretion, then the affected Party may terminate this Agreement by notice to the others. (k) Independent Contractor Relationship. Depositor and Beneficiary understand, acknowledge, and agree that Iron Mountain's relationship with Depositor and Beneficiary will be that of an independent contractor and that nothing in this Agreement is intended to or should be construed to create a partnership, joint venture, or employment relationship. (1) Attorneys' Fees. In any suit or proceeding between the Parties relating to this Agreement, the prevailing Party will have the right to recover from the other(s) it's costs and reasonable fees and expenses of attorneys, accountants, and other professionals incurred in connection with the suit or proceeding, including costs, fees and expenses upon appeal, separately from and in addition to any other amount included in suchjudgment. This provision is intended to be severable from the other provisions of this Agreement, and shall survive and not be merged into any such judgment. (m) No Aeencv. No Party has the right or authority to, and shall not, assume or create any obligation of any nature whatsoever on behalf of the other Parties or bind the other Parties in any respect whatsoever. (n) Disputes. Any dispute, difference or question relating to or arising among any of the Parties concerning the construction, meaning, effect or implementation of this Agreement or any Party hereof will be submitted to, and settled by arbitration by a single arbitrator of the American Arbitration Association in accordance with the Commercial Rules of the American Arbitration Association. Unless otherwise agreed by the Parties, arbitration will take place in San Diego, California, U.S.A. Any court having jurisdiction over the matter may enter judgment on the award of the arbitrator. Service of a petition to confirm the arbitration award may be made by regular mail or by commercial express mail, to the attorney for the Party or, if unrepresented, to the Party at the last known business address. If however, Depositor and/or Beneficiary refuse to submit to arbitration, the matter shall not be submitted to arbitration and Iron Mountain may submit the matter to any court of competent jurisdiction for an interpleader or similar action. Unless adjudged otherwise, any costs of arbitration incurred by Iron Mountain, including reasonable attorney's fees and costs, shall be divided equally and paid by Depositor and Beneficiary. (o) Regulations. All Parties are responsible for and warrant - to the extent of their individual actions or omissions - compliance with all applicable laws, rules and regulations, including but not limited to: customs laws; import; export MA3-100105 NA Page 5 of 16 and re-export laws; and government regulations of any country from or to which the Deposit Material may be delivered in accordance with the provisions of this Agreement. (p) Counterparts. This Agreement may be executed in any number of counterparts, each of which shall be an original, but all of which together shall constitute one instrument. (q) Survival. Sections 6 (Term and Termination), 7 (General Indemnity), 8 (Warranties), 10 (Confidential Information), I I (Limitation of Liability), 12 (Consequential Damages Waiver), and 13 (General) of this Agreement shall survive termination of this Agreement or any Exhibit attached hereto. NOTE: SIGNATURE BLOCKS, AUTHORIZED PERSONS/NOTICEs TABLE, AND BILLING CONTACT INFORMATION TABLE FOLLOW ON THE NEXT PAGE MA3-100105 NA Page 6 of 16 The Parties agree that this Agreement is the complete agreement between the Parties hereto concerning the subject matter of this Agreement and replaces any prior or contemporaneous oral or written communications between the Parties. There are no conditions, understandings, agreements, representations, or warranties, expressed or implied, which are not specified herein. Each of the Parties herein represents and warrants that the execution, delivery, and performance of this Agreement has been dilly authorized and signed by a person who meets statutory or other binding approval to sign on behalf of its business organization as named in this Agreement. This Agreement may only be modified by mutual written agreement of the Parties. Note: If contracting electronically via the online portal, clicking the "I Accept' button displayed as part of the ordering process, evidences ❑ "Depositor's" or ❑ `Beneficiary's" agreement to the preceding terms and conditions (the "Agreement"). If you are entering into this Agreement via the online portal on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these terms and conditions, in which case the terms "you" or "your" shall refer to such entity. If you do not have such authority, or if you do not agree with these terms and conditions, you must select the "I Decline" button. CHOOSE ONE: ® DEPOSITOR or ❑ BENEFICIARY SIGNATURE: PRINT NAME: Christopher D. Maloney TITLE: President and CEO DATE: .j'-JG-/. I , EMAILADDRESS chris.maloney@tritech.com IRON MOUNTAIN INTELLECTUAL PROPERTY MANAGEMENT, INC. SIGNATURE: — PRINT NAME: '� TITLE: DATE: V EMAILADDRESS: i neon �• t5r(/'irDmnoa Dtain.conl AUTHORIZED PERSONS)/NOTICES TABLE Please provide the name(s) and contact information of the Authorized Persons) under this Agreement. All Notices will be sent electronically and/or through regular mail to the appropriate address set forth below. PRINTNAME: Roxanne Lerner PRINTNAME: TITLE: Contracts & Proposals Mgr TITLE: EMAILADDRESS roxanne.lerner@trltech.com EMAIL ADDREss STREET ADDRESS 1 9860 Mesa Rim Road STREET ADDRESS I PROVINCE/CITY/STATE San Diego, CA PROVINCE/CITY/STATE POSTAL/ZIP CODE 92121 POSTAUZIPCODE PLIONENUMBER 858.799.7372 PHONENUMBER FAx NUMBER 858.799.7015 FAx NUMBER BILLING CONTACT INFORMATION TABLE Please provide the name and contact information of the Billing Contact under this Agreement. All Invoices will be sent electronically and/or through regular mail to the appropriate address set forth below. PRINTNAME: Roxanne Lerner TITLE: Contracts & Proposals Mgr. EMAILADDRESS roxanne.lerner@tritech.com STREET ADDRESS 1 9860 Mesa Rim Road PROVINCE/CITY/STATE San Diego, CA POSTAL/ZIPCODE 92121 PHONENUMBER 858.799.7372 FAX NUMBER 858.799.7015 IRON MOUNTAIN INTELLECTUAL PROPERTY MANAGEMENT, INC. Approved as to Operational Content: Iron Mounta�i.n{ Operations Name: Karen Gustave Contracts Administrator Date: July 14.2006 All notices should be sent to in mcontractsrn..ironmountain.corn OR Iron Mountain, Attn: Contract Administration, 2100 Norcross Parkway, Suite 150, Norcross, Georgia, 30071, USA, MA3-100105 NA Page 7 of 16 ExmeITAEs ROWSERVICEWORK REQUEST Account Number SERVICE SERVICE DESCRIPTION ONE- ANNUAL PAYING PARTY Check box (ms) to TIME FEES Check hex to identify'the Paving Party order service FEES for cacti service below. ❑ Add and Manage Iron Mountain will open anew escrow deposit account that includes a minimum of one (1) Depositor and one (1) complete set of $2,050 $950 ❑ Depositor - OR - ❑ Beneficiary New Escrow Account Deposit Material. All Deposit Material will be securely stored in controlled vaults that arc owned and/or operated by Iron Mountain. Account services include unlimited deposits, electronic vaulting, access to Imn Mountain CounccB° Escrow Management Center for secure online account management and submission of electronic Work Requests, and secure destruction of deposit materials upon account wrinimation. Iron Mountain will assign a Client Manager for each escrow account These Managers will provide training from time to time to facilitate sceurc Internet access to escrow aceropos). Assigned Managers will also ensure timely fulfillment of Work Requests (c.g., deposit updates, new beneficiary enrollment) and communication of status. El Add and Manage Iron Mountain will open and manage an Auxiliary Deposit Account for anew product ordepositor in accordance with the service N/A $950 ❑Depositor -OR-❑Beneficiary Auxiliary Account dcseription immashately above and the Agreement that governs the Initial Deposit Account ❑ Add Beneficiary Iron Mountain will fulfill a Work Request to add a new Beneficiary to an escrow account, where possible, and provide notice as N/A $650 ❑ Depositor - OR - ❑Beneficiary appropriate to all relevant Parties ❑ Add Deposit Iron Mountain will send periodic ponces to Depositor and/or Fkrn fidary related to Deposit Material as specified within the tuna ofthc N/A $350 ❑ Depositor - OR - El Beneficiary Tracking Notification Agreement ❑ Add File Imn Mountain will fulfill a Work Request to perform a File Comparison and Analysis Test, which includes a final report sent to $2,500 N/A ❑ Depositor -OR - ❑ Beneficiary Comparison and Client, on Deposit Material to aware consistency between Depositor's representations (i.e., Exhibit B and Supplementary Analysis Test Questionnaire) and stored Deposit Matenal. ❑ Add Deposit Compile Iron Mountain will fulfill a Work Request to perform a Deposit Compile Test, which includes a final report sent to Client, em Custom N/A ❑ Depositor - OR - ❑ Beneficiary Test Deposit Material. Client and Iron Mountain will agree on a custom Statement of Work ("SOW') prior to the start of fulfillment. Quote Add Deposit Usabiliy Iron Mountain will fulfill a Work Request to perform one a Deposit Compile Test Binary Comparison which includes a final Custom N/A ❑Depositor - OR - ❑Beneficiary Test— Binary report sent to Client, on Deposit Material. Client and Iron Mountain will agree on a custom Statement of Work ("SOW") poor to Quote Comparison the start of fulfillment ' Add Deposit Usability Iron Mountain will fulfill a Work Request to perform one a Deposit Compile Test Full Usability which includes a final report sent Custom N/A ❑ Depositor- OR - ❑ Beneficiary Test— Full Usability to Client, on Deposit Matenal. Client and It.. Mountain will agree on a custom Statement of Work ("SOW") prior to the start of Quote Test fulfillment ❑ Add Dual Vaulting Iron Mountain will fulfill a Work Request to store deposit materials in one additional location as defined within the Service N/A $500 ❑ Depositor - OR - ❑ Beneficiary Agreement Duplicate storage request may be in the form of either physical media or electronic narrate. ❑ Release Deposit Iron Mountain will process a Work Request to release Deposit Material by following the specific procedures defined in Exhibit C "Release $500 N/A ❑Depositor - OR - El Beneficiary Material of Deposit Materials" the Escrow Service Amccurent. ❑ Add Custom Services Iron Mountain will provide its Escrow Expert consulting Services based en a custom SOW mutually agreed to by all Panics. $ISOPoour N/A ❑ Depositor - OR - El Beneficiary ❑ Delete Account Iron Mountain will fulfill a Work Request to terminate an existing escrow account by providing notice to all Panics to the NO Charge No Charge No Charge Agreement, removing Deposit Material from the vault and then either securely destroying or returning the Deposit Material via commcreial express mail carrier as instmcted. All accrued Services Fees most be collected by Iron Mountain prior to completing fulfillment to terminate an existing escrow account. ❑ Replace/Delete Iron Mountain will replacGdclete, deposit material in accordance with the terms ofthc Agreement. Materials will be resumed as No Charge No Charge No Charge Deposit Materials duaZd by depositor or destroyed using Iron Mountain Secure Shredding. Upon Escrow Service Agreement execution, please provide your initials below in the appropriate location to indicate your acceptance of this Escrow Services Work Request inclusive of agreed Services pricing and indication of which Party is financially responsible for payment of specific Services. DEPOSITOR INITIALS BENEFICIARY INITIALS Note: Work Requests may be submitted electronically through their escrow account online OR may complete this form along with any other supporting exhibits required and email and/or fax this Work Request to their assigned Client Manager at Iron Mountain for fulfillment. MA3-100105 NA Page 8 of 16 VERIFICATION SERVICES OPTIONS 1. File Comparison and Analysis, 1.1. This series of verification tests provides insight into whether the materials that have been deposited have basic information in a form that allows for additional testing to be performed, These tests detect errors that often inhibit effective use of the escrow deposit. 1.2. Steps inchide: Analyzing deposit media readability, file listing, creation of file classification table, virus scan, assurance of completed deposit questionnaire, analysis of completed deposit questionnaire. 1.3. Deliverables: At completion of testing, Iron Mountain will distribute a report to all parties detailing Iron Mountain's results. This report will include readability results, file listing, file classification tablets), virus scan results, completed deposit questionnaire, and an analysis of the completed deposit questionnaire. 2. Deposit Compile Test. 2.1. This series of tests includes a standard effort to compile the Deposit Material and build executable code, 2.2. Steps include: Analyzing deposit media readability, file listing, creation of file classification table, virus scan, assurance of completed deposit questionnaire, analysis of completed deposit questionnaire, recreating the Depositor's software development environment, compiling source files and modules, linking libraries and recreating executable code, pass/fail determination, creation of comprehensive build instructions. 2.3. Deliverables: Iron Mountain will provide a report detailing the steps necessary to recreate the software/hardware development environment, problems encountered with testing, and Iron Mountain's analysis of the deposit. In addition, the report will list required software development materials, including, without limitation, required source code languages and compilers, third -Party software, libraries, operating systems, and hardware, as well as Iron Mountain's analysis of the deposit. When identifying materials required to re-create Depositor's software development environment, Iron Mountain will rely on information provided in Depositor's completed questionnaire (obtained via a Iron Mountain verification representative) and/or information gathered during Iron Mountain's testing experience. 2.4. Deposit Usability Test. 2.5. This series of tests includes testing the functionality of the compiled Deposit Material (in a production setting or similar environment) and can be accomplished through one of the following two options: 2.5.1. Binary Comparison — a comparison of the files built from the Deposit Compile Test to the actual licensed technology on the customer's site to ensure a full match in file size. 2.5.2. Full Usability Test — a confirmation that the built applications work properly when installed. 2.5.3. Services may be provided by Iron Mountain or individuals or organizations employed by or under contract with Iron Mountain, at the discretion of Iron Mountain. MA3-100105 NA Page 9 of 16 EXHIBIT B DEPOSIT MATERIAL DESCRIPTION COMPANY NAME: DEPOSrr NAME AND DEPOSIT VERSION ACCOUNT NUMBER: `ta &A - (Deposit Name will appear in account history reports) DEPOSIT MEDIA (PLEASE LABEL ALL MEDIA WITH THE DEPOSIT NAME PROVIDED ABOVE) MEDIA TYPE QUANTITY MEDIA TYPE QUANTITY ❑ CD-ROM / DVD ❑ 3.5" Floppy Disk ❑ DLT Tape ❑ Documentation ❑ DAT Tape ❑ Hard Drive / CPU ❑ Circuit Board TOTAL SIZE OF TRANSMISSION #OF FILES #OF FOLDER$ (SPECIFY IN BYTES) ❑ Internet File Transfer ❑ Other (please describe below): DEPOSIT ENCRYPTION (Please check either "Yes" or "No" below and complete as appropriate) Is the media or are any of the files encrypted? ❑Yes or ❑ No If yes, please include any passwords and decryption tools description below. Please also deposit all necessary encryption software with this deposit Encryption toot nal Hardware required Software required _ Other required info Version DEPOSIT CERTIFICATION (Please check the box below to Certify and Provide your Contact information) ❑ I certify for Depositor that the above described Deposit Material has been transmitted electronically or sent via commercial express mail carrier to Iron Mountain at the address below. ❑ Iron Mountain has inspected and accepted the above described Deposit Material either electronically or physically. Iron Mountain will notify Depositor of any discrepancies. NAME: NAME: DATE: DATE: EMAIL ADDRESS: TFLEPRONE NUMBER: FAX NUMBER: Note: If Depositor is physically sendiR2 Deposit Material to Iron Mountain lease label all media and mail all Deposit Material with the approrpriate Exhibit B via commercial express carrier to the following address: Iron Mountain Intellectual Property Management, Inc. Attn: Vault Administration 2100 Norcross Parkway, Suite 150 Norcross, GA 30071 Telephone: (770) 239-9200 Facsimile: (770) 239-9201 MA3-100105 NA Page 10 of 16 EXHIBIT C RELEASE OF DEPOSIT MATERIAL Deposit Account Number: tj 040 Iron Mountain will use the following procedures to process any Beneficiary Work Request to release Deposit Material. Release Conditions. Depositor and Beneficiary agree that Iron Mountain will provide notice via commercial express mail to the Depositor if a Beneficiary under this Agreement submits a Deposit Material release Work Request based on one or more of the following conditions (defined as "Release Conditions"): (i) Breach of the License Agreement by the Depositor for the Deposit Material covered under this Agreement; or (ii) Failure of the Depositor to function as a going concern or operate in the in the ordinary course; or (iii) Depositor is subject to voluntary or involuntary bankruptcy. 2. Release Work Request. A Beneficiary may submit a Work Request to Iron Mountain to release the Deposit Material covered under this Agreement. Iron Mountain will send a written notice of this Beneficiary Work Request within five (5) business days to the authorized Depositor representative(s). 3. Contrary Instructions. From the date Iron Mountain mails written notice of the Beneficiary Work Request to release Deposit Material covered Linder this Agreement, Depositor representative(s) shall have ten (10) business days to deliver to Iron Mountain contrary instructions ("Contrary Instructions"). Contrary Instructions shall mean the written representation by Depositor that a Release Condition has not occurred or has been cured. Contrary Instructions shall be on company letterhead and signed by an authorized Depositor representative. Upon receipt of Contrary Instructions, Iron Mountain shall send a copy to an authorized Beneficiary representative by commercial express mail. Additionally, Iron Mountain shall notify both Depositor representative(s) and Beneficiary representative(s) that there is a dispute to be resolved pursuant to the Disputes provisions of this Agreement. Iron Mountain will continue to store Deposit Material without release pending (i) joint instructions from Depositor and Beneficiary that accept release of Deposit Material; or (ii) dispute resolution pursuant to the Disputes provisions of this Agreement; or (iii) receipt of an order from a court of competent jurisdiction. 4. Release of Deposit Material, If Iron Mountain does not receive Contrary Instructions from an authorized Depositor representative, Iron Mountain is authorized to release Deposit Material to the Beneficiary or, if more than one Beneficiary is registered to the deposit, to release a copy of Deposit Material to the Beneficiary. Iron Mountain is entitled to receive any uncollected Service fees due Iron Mountain from the Beneficiary before fulfilling the Work Request to release Deposit Material covered under this Agreement This Agreement will terminate upon the release of Deposit Material held by Iron Mountain. 5. Right to Use Following Release. Beneficiary has the right Linder this Agreement to use the Deposit Material for the sole purpose of continuing the benefits afforded to Beneficiary by the License Agreement. Notwithstanding, the Beneficiary shall not have access to the Deposit Material unless there is a release of the Deposit Material in accordance with this Agreement. Beneficiary shall be obligated to maintain the confidentiality of the released Deposit Material, MA3.100105 NA Page 11 of 16 EXHIBIT D AUXILIARY DEPOSIT ACCOUNT TO MASTER ESCROW AGREEMENT (NOTE: TO BE COMPLETED ONLY IF DEPOSITOR ESTABLISHED A MASTER ESCROW AGREEMENT) Master Deposit Account Auxiliary Account Number ("Depositor") has entered into a Master Escrow Agreement with Iron Mountain Intellectual Property Management, Inc. ("Iron Mountain'). Pursuant to that Agreement, Depositor may deposit certain Deposit Material with Iron Mountain. Depositor desires that new Deposit Material be held in a separate account and be maintained separately from the initial account. By execution of this Exhibit D, Iron Mountain will establish a separate account for the new Deposit Material. The new account will be referenced by the following name: Depositor hereby agrees that all terms and conditions of the existing Master Escrow Agreement previously entered into by Depositor and Iron Mountain will govem this account. The termination or expiration of any other account of Depositor will not affect this account. CHOOSE ONE: ❑ DEPOSITOR or ❑ BENEFICIARY SIGNATURE: PRINT NAME: TITLE: DATE: EMAIL ADDRESS IRON MOUNTAIN INTELLECTUAL PROPERTY MANAGEMENT, INC. SIGNATURE: PRINT NAME: TITLE: DATE: EMAIL ADDRESS: inmcontractsr ironmoantain.com AUTHORIZED PERSON(S)/NOTICES TABLE Please provide the name(s) and contact information of the Authorized Person(s) under this Agreement. All Notices will be sent electronically and/or through regular mail to the appropriate address set forth below. PRINT NAME: PRINT NAME: TITLE: TITLE: EMAIL ADDRESS EMAIL ADDRESS STREET ADDRESS 1 STREET ADDRESS I PROVINCE/CITY/STATE PROVINCE/CITY/STATE POSTAL/ZIP CODE POSTAL/ZIP CODE PHONE NUMBER PHONE NUMBER FAX NUMBER FAx NUMBER MA3.100105 NA Page 12 of 16 EXHIBIT E ENROLLMENT FORM Deposit Account Number: Depositor, Beneficiary and Iron Mountain Intellectual Property Management, Inc. ("Iron Mountain"), hereby acknowledge that is the ❑ "Depositor" or ❑ `Betteflelary" referred to in the Escrow Agreement that supports Deposit Account Number: with Iron Mountain as the escrow agent and is the ❑ Depositor or ❑ Beneficiary enrolling under this Agreement. ❑ "Depositor" or❑'Beneficiary" hereby agrees to be bound by all provisions of such Agreement. BENEFICIARY COMPANY NAME: AUTHORIZED PERSON(S)/NOTICES TABLE Please provide the name(s) and contact information of the Authorized Persons) under this Agreement. All Notices will be sent electronically and/or through regular mail to the appropriate address set forth below. Please complete all information as applicable. Incomplete information may result in a delay of processing. PRINT NAME: PRINT NAME: TITLE: TITLE: EMAIL ADDRESS EMAIL ADDRESS STREET ADDRESS STREET ADDRESS PROVINCE/CITY/STATE PROVINCE/CITY/STATE POSTAL/ZIP CODE POSTAL/ZIP CODE PHONENUMBER PRONE NUMBER FAXNUMBER FAx NUMBER PAYING PARTY COMPANY NAME: BILLING CONTACT INFORMATION TABLE Please provide the name and contact information of the Billing Contact under this Agreement. All Invoices will be sent to this individual at the address set forth below. PRINT NAME: TITLE: EMAIL ADDRESS STREET ADDRESS I PROVINCE/CITY/STATE POSTAL/ZIP CODE PRONE NUMBER FAx NUMBER IRON MOUNTAIN INTELLECTUAL PROPERTY MANAGEMENT, INC. All notices should be sent to �pmcontroctsulironmountain.eoni OR Iron Mountain, Attn: Contract Administration, 2100 Norcross Parkway, Suite 150, Norcross, Georgia, 30071, USA. NOTE: SIGNATURE BLOCKS FOLLOW ON THE NEXT PAGE MA3-100105 NA Page 13 of 16 DEPOSITOR SIGNATURE: PRINT NAME: TITLE: DATE: EMAIL ADDRESS BENEFICIARY SIGNATURE: PRINT NAME: TITLE: DATE: EMAIL ADDRESS: IRON MOUNTAIN INTELLECTUAL PROPERTY MANAGEMENT, INC. SIGNATURE: PRINT NAME: TITLE: DATE: EMAILADDRESS: [Dmcontracmd Iron nl oun Caln.com MA3-100105 NA Page 14 of 16 F,YHIBIT Q EISC.RONV 1)EPOSIT QUESTIONNAIRE Introduction From time to time, technology escrow beneficiaries may exercise their right to perform verification services. This is a service that Iron Mountain provides for the purpose of validating relevance, completeness, currency, accuracy and functionality of deposit materials. Purpose of'Questionnaire In order for Iron Mountain to determine the deposit material requirements and to quote fees associated with verification services, a completed deposit questionnaire is requested. It is the responsibility of the escrow depositor to complete the questionnaire. Instructions Please complete the questionnaire in its entirety by answering every question with accurate data. Upon completion, please return the completed questionnaire to the beneficiary asking for its completion, or e-mail it to Iron Mountain Intellectual Property Management to the attention of Shane Ryan at shatieryan(k trotnn=outntaiir.cojn. Escrow Deposit Questionnaire General Description 1. What is the general function of the software to be placed into escrow'? 2. On what media will the source code be delivered? 3. What is the size of the deposit in megabytes? Requirements for the Execution of the Software Protected by the Deposit 1. What are the system hardware requirements to successfully execute the software? (memory, disk space, etc.) 2. How many machines are required to completely set up the software? 3. What are the software and system software requirements, to execute the software and verify correct operation? Requirements for the Assembly of the Deposit 1. Describe the nature of the source code in the deposit. (Does the deposit include interpreted code, compiled source, or a mixture? How do the different parts of the deposit relate to each other?) 2. How many build processes are there? 3. How many unique build environments are required to assemble the material in the escrow deposit into the deliverables? 4. What hardware is required for each build environment to compile the software? (including memory, disk space, etc.) MA3-100105 NA Page 15 of 16 S. What operating systems (including versions) are used during compilation? Is the sofhvare executed on any other operating systems/version? 6. How many separate deliverable components (executables, share libraries, etc.) are built? 7. What compilers/linkers/other tools (brand and version) are necessary to build the application? 8, What, if any, third -party libraries are used to build the software? 9. How long does a complete build of the software take? How much of that time requires some form of human interaction and how much is automated? 10. Do you have a formal build document describing the necessary steps for system configuration and compilation? 11. Do you have an internal QA process? If so, please give a brief description of the testing process. 12. Please list the appropriate technical person(s) Iron Mountain may contact regarding this set of escrow deposit materials. Please provide your contact itiloroution below. - Name: Telephone: Company: Address: City, State Country: E-mail: For additional information about Iron Mountain Technical Verification Services, please contact Shane Ryan at 978-667-3601 ext. 100 or by e-mail at mailto: shanerva0dironmountain.com. 1Pw9V.iron too it it to in. com MA3-100105 NA Page 16 of 16 ADDENDUM C SUBCONTRACTOR WARRANTY, SUPPORT AND MAINTENANCE AGREEMENTS (ATTACHED) Not applicable to this Project. Santa Ana System Purchase and Support Agreement Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 51 of 104 ADDENDUM D SUBCONTRACTOR LICENSE AGREEMENTS (ATTACHED) Not applicable to this Project. Santa Ana System Purchase and Support Agreement Copyright C 2015 TriTech Software Systems Unpublished: Rights reserved tinder the copyright Laws of the United States Page 52 of 104 ADDENDUM E TRITECH SOFTWARE SUPPORT TERMS TABLE OF CONTENTS 1.0 DEFINITIONS..................................................................................................... 2 2.0 TERM AND TERMINATION................................................................................2 3.0 SUPPORT FEE(S).............................................................................................. 3 4.0 SUPPORT SERVICES, POINT OF CONTACT, AND CODE OF CONDUCT.......................................................................................................... 4 5.0 SOFTWARE ERROR CORRECTION.................................................................4 6.0 SOFTWARE UPDATES......................................................................................5 7.0 LIMITATIONS.....................................................................................................5 8.0 EQUIPMENT, SUBCONTRACTOR SOFTWARE AND HARDWARE, AND SYSTEM SOFTWARE.........................................................7 9.0 LIMITATION OF LIABILITY..........................................................................I.....8 10.0 SEVERABILITY..................................................................................................8 11.0 FORCE MAJEURE/EXCUSABLE DELAY.........................................................8 12.0 CONSTRUCTION AND HEADINGS...................................................................9 13.0 WAIVER..............................................................................................................9 14.0 ENTIRE AGREEMENT.......................................................................................9 15.0 APPLICABLE LAW............................................................................................9 16.0 ASSIGNMENT....................................................................................................9 17.0 NOTICES..........................................................................................................10 16.0 MODIFICATIONS.............................................................................................10 EXHIBITA....................................................................................................................1 EXHIBITB....................................................................................................................1 EXHIBITC..................................................................................................................12 Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTeeh Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 24 A. WHEREAS, TriTech and Client have entered into System Purchase and Support Agreement dated , 2015 (the "Agreement"); and B. WHEREAS, this Addendum E provide the terms and conditions and is entered into to provide Software Support for the TriTech Software on an annual basis as further defined herein, subject to annual renewal for additional twelve month periods thereafter; and C. WHEREAS, during the initial term of this Addendum E, TriTech shall act as the Prime Contractor for maintenance of the System and shall provide the single point of contact with the Client as further defined herein; NOW, THEREFORE, in consideration of the terms, promises, mutual covenants and conditions contained herein, TriTech and Client agree as follows: 1.0 DEFINITIONS 1.1 All capitalized terms used in this Addendum and not otherwise defined herein shall have the meanings given them in Addendum H of the Agreement, which section is incorporated by reference herein as though set forth in full. 2.0 TERM AND TERMINATION 2.1 The initial term of Software Support services provided under this Addendum shall begin coincident with first Subsystem Acceptance as defined in Section 10.3 of the Agreement and end twelve (12) months thereafter. Software Support for subsequent annual terms shall be subject to renewal of this Agreement and payment of the renewal Software Support fees. Provided that notice of termination has not been provided in accordance with section 2.3 below, on or before the expiration of the then current support term, and at each annual anniversary thereof, TriTech shall provide to Client a Software Support Renewal Notice for signature. TriTech reserves the right to change the terms and conditions upon which Software Support shall be offered for renewal terms, subject to written notice to Client. 2.2 Following the initial term of this Addendum, either party shall have the option, upon prior written notice as provided in this section, to terminate support and maintenance for applicable Subcontractor Software which is provided through TriTech as the Prime Contractor. In such event the Client shall enter directly into Support Agreement(s) with the individual Subcontractor(s). In order to provide continuity of support, either party shall notify the other party at least ninety (90) days prior to the end of the initial term of this Addendum of its intentions for continuation through TriTech as the Prime Contractor of support and maintenance for such Subcontractor Software. Support for Subcontractor Software if applicable under this Addendum will be provided in accordance with the applicable Subcontractor's terms for support which are attached hereto at Addendum C. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 24 2.3 Either party may terminate this Addendum upon written notice to the other party in the event that (i) the other party fails to comply with any material term or condition of this Addendum, provided that such failure has not been cured within thirty (30) days receipt of written notice of such failure; or (ii) the other party's business operations are disrupted or discontinued for more than thirty (30) days by reason of insolvency, bankruptcy, receivership or business termination; or (iii) written notice of termination for convenience is provided by Client to TriTech within ninety (90) days' prior to the end of the then current support term. 3.0 SUPPORT FEE(S) 3.1 Software Support fee(s) to be paid by Client for the initial term of this Addendum are established based on the software licenses purchased under the Agreement. The Software Support fee for the first annual renewal term, and subsequent five (5) annual renewal terms shall be the amount specified in Exhibit A hereto, subject to the adjustments as described in 3.2. If applicable, Software Support fees will be prorated based on the date of Subsystem Acceptance for the TriTech Software components and Interfaces. 3.2 Unless otherwise terminated as provided herein, TriTech shall notify Client prior to the end of the initial support term of the Software Support fees for the first renewal term. Unless otherwise agreed in writing, Software Support fees shall be due on or before the commencement of each annual support term and are due for all TriTech Software applications and modules licensed to Client. Software Support fee for the first renewal term and all renewals thereafter shall be shall be subject to increase on an annual basis at a rate of 3%. Additional licenses purchased by Client during any annual support period will result in additional support fees which shall be prorated to be coterminous with Client's then current support period. 3.3 Software Support fees do not include reasonable travel, food or lodging expenses incurred by TriTech for support services provided at Client's site or other locations remote from TriTech's principal place of business. Such expenses shall be paid by Client on receipt of TriTech's invoice for such expenses. 3.4 If Client ceases to keep this Addendum in force, any resumption of such annual support shall be subject to payment by Client of all past unpaid Software Support fees in addition to the Software Support fee for the current support year. Payment of applicable fees for any additional services required to bring Client's system current, which fees shall be charged at TriTech's then current rates for such services, shall also be the responsibility of the Client. These services and fees must be approved by the Parties in advance of the services being delivered. Client acknowledges and agrees that the preceding clause is reasonable in light of the fact that the expenses incurred and resources devoted by TriTech to further development, enhancement and support of the TriTech Software must be spread over TriTech's client base and fairly shared by all TriTech Software users. 3.5 All amounts due and payable to TriTech hereunder shall, if not paid when due, bear a late charge equal to one and one-half percent (1-1/2 %) per month, or the highest rate permitted by law, whichever is less, from forty-five (45) days after their due date until paid. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 3 of 24 Remittance Address for Payments Only: TriTech Software Systems P.O. Box 203223 Dallas, TX 75320-3223 3.5.1 Payments may be made by check; wire transfer; or Automated Clearing House ("ACH"). TriTech will provide banking information if Client requests to pay by wire transfer or ACH. 3.6 Except for taxes for which Client provides TriTech with written certification of its tax-exempt status, if TriTech is required to collect or pay sales, use, property, value-added, or other such taxes based on the software or services provided under this Addendum, and/or Client's use thereof, then such taxes shall be invoiced to and paid by Client on receipt of such invoice. 4.0 SUPPORT SERVICES, POINT OF CONTACT, AND CODE OF CONDUCT 4.1 TriTech will provide support services as more fully described in Addendum B. 4.2 Client shall appoint a principal point of contact with a level of knowledge of the TriTech Software and Client's computer environment to manage the reporting of Software Errors to TriTech in accordance with the Software Error Guidelines and Procedures set forth in Addendum B. 4.3 TriTech and Client shall perform their obligations under this Agreement in a professional and ethical manner, and ensure a work environment free of unlawful harassment. Issues related to this provision shall be reported in writing by the reporting party's supervisor, manager, or executive as applicable to the other party's respective counterpart for applicable resolution. 5.0 SOFTWARE ERROR CORRECTION 5.1 If, during the term of this Addendum, Client determines that Software Error(s) exist, it will first follow any error procedures specified in the TriTech Documentation. If following the error procedures does not correct the Software Error, Client shall promptly notify TriTech pursuant to the guidelines and procedures described in Addendum B, setting forth the defects noted with specificity requested by TriTech. Upon notification of a reported Software Error, TriTech shall attempt to reproduce and verify the error and, if so verified, will resolve the Software Error(s) in accordance with Exhibit B. If TriTech is unable to reproduce the Software Error at TriTech's facility, the Client will assist in the research of a support issue including logging or other diagnostic tools as provided by TriTech. TriTech will provide onsite assistance if the Client and TriTech determine that it is necessary for TriTech personnel to travel to Client's site to reproduce the error. If it is determined by TriTech and the Client that the reported error was caused by the TriTech Software, TriTech will be responsible for its travel and related expenses for the onsite visit. In the event that the Client and TriTech determine the reported error e to be the result of Equipment, Subcontractor Software or Hardware, where support for Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 4 of 24 Subcontractor Software or Hardware is no longer provided under this Addendum, or System Software, or is otherwise not attributable to the TriTech Software Client shall reimburse TriTech for its reasonable travel expenses incident to the on -site visit, as well as TriTech's labor related to the on -site visit at the hourly rates for technical support and engineering. If TriTech and the Client do not agree that the reported error(s) are not related to TriTech Software (e.g., related to third party items) TriTech may engage an independent third party subject matter expert to assist with the diagnosis of the error. If the error proves to be caused by TriTech's Software, TriTech will be responsible for the expenses for this diagnosis effort. If the error is not caused by TriTech's Software, the Client will be responsible for such expenses in addition to TriTech's expenses for the on -site visit. 6.0 SOFTWARE UPDATES 6.1 From time to time at TriTech's discretion, Updates to the TriTech Software and TriTech Documentation will be developed and provided to Client. All Updates to the TriTech Software and TriTech Documentation shall be subject to the terms and conditions of the Agreement and shall be deemed licensed TriTech Software thereunder. (Updates do not include new applications or separate modules or functions that are separately licensed and priced.) 7.0 LIMITATIONS 7.1 Software Support for the TriTech Software shall be subject to and conditional on Client's implementation and use of a version of the TriTech Software that is the most current general release version thereof that is offered to Client. If Client does not implement the most current general release version when it is made available, TriTech shall only be obligated to provide Software Support for Client's version of the TriTech Software for a period of twenty- four (24) months thereafter. 7.2 TriTech shall not be obligated to provide Software Support if Client is not current on the payment of all Software Support fees and expenses. 7.3 If any of the following circumstances exist, TriTech shall be entitled to charge additional Software Support fees plus expenses at its then current rates: 7.3.1 Problems in the TriTech Software are caused by modification of the TriTech Software, Subcontractor Software or Hardware, System Software, or Equipment by Client or a third party if not permitted hereunder. 7.3.2 Problems in the TriTech Software are caused by the TriTech Software not being used in accordance with the TriTech Documentation, or other written instructions provided by TriTech, or by misuse or neglect. 7.3.3 Problems in the TriTech Software are caused by software not provided by TriTech, not approved by TriTech in writing or not specified as compatible in the TriTech Documentation. (The procedures for loading third party software on a Workstation or Server are set forth in paragraph 7.4 of this Addendum.) Santa Ana System Purchase and Support Agreement — Addendum C Copyright© 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 5 of 24 7.3.4 Problems in the TriTech Software are caused by equipment which does not meet the configuration requirements, or Client does not maintain the site and facility as specified in the TriTech Documentation. 7.3.5 Problems in the TriTech Software are caused by one or more computer viruses that have not been introduced into Client's system by TriTech. Client shall maintain up to date virus checking software in accordance with TriTech Documentation and shall check all software received from TriTech or any other person or entity for viruses before introducing that software into any part of the TriTech System. If desired by Client, TriTech will provide Updates on media rather than direct downloading to facilitate this virus checking. If, despite such check, a virus is introduced by TriTech, TriTech will provide a virus -free copy of the TriTech Software, and will, at its expense, reload said software on Client's Equipment. Client shall practice reasonable back-up procedures for the TriTech System in accordance with TriTech Documentation. 7.3.6 Problems in the TriTech Software are caused by Subcontractor Software or System Software, including but not limited to operating system software. 7.3.7 Problems in the TriTech Software are caused by Equipment or software provided by Client or third parties with which the TriTech Software interfaces or operates (including but not limited to Subcontractor Software or Hardware), including but not limited to problems caused by changes in such Equipment or software. 7.4 If, at any time after installation of the System, Client desires to load on a Workstation or Server any software not provided by TriTech, it shall, before loading such software, follow the procedures regarding third party software compatibility in the TriTech Documentation, and contact the TriTech Customer Service Department at the telephone numbers listed in Exhibit B for assistance as required. Such action shall not constitute approval, express or implied, for the loading of specific software on a Workstation or Server, nor any express or implied warranty, representation or other obligation by TriTech with respect to such software, including but not limited to its suitability, operability or capability to meet Client's needs or expectations. Client agrees that if the loading of such third party software degrades the performance of the System, Client shall immediately uninstall such software. In such circumstances, Client shall absolve, discharge and release TriTech from any obligations or liabilities related to operation or performance of the System, the TriTech Software, Subcontractor Software, or any other item provided by TriTech under this Addendum, including but not limited to any liabilities for damages related thereto in connection with the installation of such third party software. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 6 of 24 7.5 TriTech Software Support under this Addendum, or any renewal or extension thereof, shall not include design, engineering, programming, testing, implementation or other services rendered necessary by changes in Subcontractor Software, System Software or Equipment, or in any other hardware, firmware or software provided by third parties or Client ("Third Party Changes"). Any such services shall be subject to additional charges by TriTech and the mutual agreement of the parties as to the terms and conditions under which such services are rendered. Absent such agreement, TriTech shall be under no obligation, express or implied, with respect to such Third Party Changes. 7.6 Problems in the TriTech Software or transmission of data caused by wireless services are not warranted by TriTech, or covered under the terms of this Addendum. Client's use of services provided by wireless service providers or carriers, and the security, privacy, or accuracy of any data provided via such services is at Client's sole risk. 7.7 Client is responsible for maintaining the required certifications for access to Client's state CJIS system(s), NCIC and/or other local state, federal and/or other applicable systems. 8.0 EQUIPMENT, SUBCONTRACTOR SOFTWARE AND HARDWARE, AND SYSTEM SOFTWARE 8.1 Maintenance and support for Equipment provided under the Agreement is not included under this Addendum. However, since proper computer equipment maintenance is required for proper system operation, Client shall acquire and keep in force equipment maintenance agreements for the computer and peripheral equipment used to operate the TriTech Software, or to provide such maintenance in-house with qualified personnel. If Client determines that an item of Equipment provided under this Addendum does not perform as provided in the applicable specifications, Client may contact TriTech using the procedures described in Addendum B. TriTech shall thereupon provide Help Desk services to Client with respect to the reported problem and reasonable assistance, as defined in 8.2 below, in determining the cause of the reported problem. Notwithstanding the above, TriTech is not and shall not be a party to such third party maintenance agreements nor shall TriTech have any obligation or liability thereunder. 8.2 Maintenance and support for Subcontractor Software, Subcontractor Hardware, or System Software sold or licensed under the Agreement shall be subject to and provided in accordance with any maintenance agreements between Client and the suppliers thereof, or other third party maintenance providers, or the provisions of the applicable Subcontract support terms provided hereto at Exhibit C if continued annual support for the applicable Subcontractor Software is provided under this Addendum as further defined herein. If Client determines that an item of Subcontractor Software or Hardware, or System Software provided under the Agreement does not perform as provided in the applicable Specifications, Client may contact TriTech using the procedures described in Exhibit B. TriTech shall thereupon provide Help Desk services to Client with respect to the reported problem and provide reasonable assistance to Client in determining the causes of the reported problem. Reasonable assistance consists of an evaluation of the reported problem in order to determine if the problem is being caused by a TriTech Software issue or an issue with a Third Party Item that needs to be addressed by the applicable Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 7 of 24 Vendor. As part of the evaluation process, TriTech will share with the Client non-proprietary information related to the diagnosis such as error messages, database trace information and other information that led TriTech to diagnose the Third Party Item as the likely cause and which may aid the Client in seeking a resolution from the applicable manufacturer or Vendor. For issues involving Windows O/S software (Microsoft) that generally affects the operation of the TriTech Software and is not caused by a Client specific installation or configuration of the O/S, TriTech will work with Microsoft to coordinate the resolution. Notwithstanding the above, TriTech is not and shall not be a party to such third party maintenance agreements nor shall TriTech have any obligation or liability thereunder. 9.0 LIMITATION OF LIABILITY 9.1 The total liability of TriTech for any claim or damage arising under this Addendum or renewals thereof, whether in contract, tort, by way of indemnification or under statute shall be limited to (i) direct damages which shall not exceed the Software Support fees paid under this Addendum by Client to TriTech for the twelve (1.2) month term during which the cause of action for such claim or damage arose or (ii) in the case of bodily injury or property damage for which defense and indemnity coverage is provided by TriTech's insurance carrier(s), the coverage limits of such insurance. 9.2 IN NO EVENT SHALL TRITECH BE LIABLE, WHETHER IN CONTRACT OR IN TORT, FOR LOST PROFITS, LOST SAVINGS, LOST DATA, OR ANY OTHER CONSEQUENTIAL OR INCIDENTAL DAMAGES ARISING OUT OF THE USE OR NON-USE OF THE TRITECH SOFTWARE, OR OTHERWISE RELATED TO THIS ADDENDUM, REGARDLESS OF WHETHER TRITECH HAD KNOWLEDGE OF THE POSSIBILITY OF ANY SUCH LOSS OR DAMAGE. 10.0 SEVERABILITY 101 If any term, clause, sentence, paragraph, article, subsection, section, provision, condition or covenant of this Addendum is held to be invalid or unenforceable, for any reason, it shall not affect, impair, invalidate or nullify the remainder of this Addendum, but the effect thereof shrill be confined to the term, clause, sentence, paragraph, article, subsection, section, provision, condition or covenant of this Addendurn so adjudged to be invalid or unenforceable. 1,1.0 FORCE MAJEURE/EXCUSABLE DELAY 11.1 Neither party shall be responsible for failure to fulfill its obligations hereunder or liable for damages resulting from delay in performance as a result of war, fire, strike, riot or insurrection, natural disaster, delay of carriers, governmental order or regulation, complete or partial shutdown of plant, unavailability of Equipment or software from suppliers, default of a subcontractor or vendor to the patty if such default arises out of causes beyond the reasonable control of such subcontractor or vendor, the acts or omissions of the other party, or its officers, directors, employees, agents, contractors, or elected officials, and/or other occurrences beyond the party's reasonable control ("Fx,cusable Delay" hereunder). In the event of such Excusable Santa Ana System Purchase and Support Agreement — Addendum E Copyright c0 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 8 of 24 Delay, performance shall be extended on a day for day basis or as otherwise reasonably necessary to compensate for such delay. 12.0 CONSTRUCTION AND HEADINGS 12.1 The division of this Addendum into sections and the use of headings of sections and subsections are for convenient reference only and shall not be deemed to limit, construe, affect, modify, or alter the meaning of such sections or subsections. 13.0 WAIVER 13.1 The failure or delay of any party to enforce at any time or any period of time any of the provisions of this Addendum shall not constitute a present or future waiver of such provisions nor the right of either party to enforce each and every provision. 13.2 No term or provision hereof shall be deemed waived and no breach excused unless such waiver or consent shall be in writing and signed by the party claimed to have waived or consented. Any consent by any party to, or waiver of, a breach by the other, whether expressed or implied, shall not constitute a consent to, waiver of or excuse for any other, different or subsequent breach. 14.0 ENTIRE AGREEMENT 14.1 This Addendum and its Exhibits or Amendment(s) represent the entire agreement between the parties hereto and a final expression of their agreements with respect to the subject matter of this Addendum and supersedes all prior written agreements, oral agreements, representations, understandings or negotiations with respect to the matters covered by this Addendum. 15.0 APPLICABLE LAW 15.1 Except to the extent that this Addendum is governed by the laws of the United States, this Addendum shall be governed, interpreted and enforced in accordance with the laws of the State of California without regard to its conflict of law provisions and not including the United Nations Convention on Contracts for the International Sale of Goods if such convention would otherwise be applicable. 16.0 ASSIGNMENT 16.1 Neither party may assign this this Addendum without the prior written consent of the other party which consent shall not be unreasonably withheld. Santa Ana System Purchase and Support Agreement — Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright Laws of the United States Page 9 of 24 17.0 NOTICES 17.1 All notices required to be given under this Addendum shall be made in writing by (i) first-class mail, postage prepaid, certified, return receipt, (ii) by regularly scheduled overnight delivery, (iii) by facsimile or e-mail followed immediately by first-class mail, or (iv) by personal delivery, to the address set forth below, or such other address as provided in writing. Such notices shall be deemed given three (3) days after mailing a notice or one (1) day after overnight delivery thereof. To Client: City of Santa Ana Santa Ana Police Department 60 Civic Center Plaza, M-69 Santa Ana, CA 92702 Attn: James Schnabl Deputy Chief 18.0 Modifications To TriTech: TriTech Software Systems 9477 Waples Street, Ste. 100 San Diego, Calif. 92121 Attn: Christopher D. Maloney, President and CEO 18.1 This Addendum may be modified or amended only by a writing duly executed by both Parties. Santa Ana System Purchase and Support Agreement — Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 10 of 24 EXHIBIT A SUPPORT FEES Support fees for the initial term of Software Support beginning coincident with first Subsystem Acceptance as defined in Section 10.3 of the Agreement and ending twelve (12) months thereafter, are included under the Contract Price in the Agreement. Based on the licenses purchased under the Agreement, the annual support fee for the first renewal term (to begin immediately upon termination of the initial term 12 months post first Subsystem Acceptance), and subsequent five (5) annual renewal terms are set forth in the table below: Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Begins at Begins 12 mos. Subsystem Acceptance Post Subsystem Acceptance Included in System Purchase Agreement $238,912.11 $246,079.47 $253,461.86 $261,065.71 $268,897.68 $1,268,416.84 Source Code Escrow Enrollment Renewal (Year 1 is a line item in the System Purchase Agreement) $850.00 $875.50 $901.77 $928.82 $956.68 $4,512.77 RMS Validation and Pin Mapping annual subscription fee (Year 1 included as a line item in the System Purchase Agreement) $7,283.44 $7,501.94 $7,727.00 $7,958.81 $8,197.58 $38,668.77 Total $247,045.55 $254,456.92 $262,090.62 $269,953.34 $278,051.94 $1,311,598.38 Prior to the end of the then current support term, and each subsequent annual support term, TriTech will forward an invoice to Client for the annual support fee, which fees are subject to increase in accordance with section 3.2 of this Addendum. An increase in the TriTech Software licenses granted to Client during any support term will result in an increase in the Software Support fee. Annual source code escrow enrollment fees will be shown as a separate line item on Client's annual Software Support renewal invoice. TriTech's Software Support fees do not include fees for third party applications, or embedded software required, including but not limited to CAD Mapping or Mobile Mapping fees. Santa Ana System Purchase and Support Agreement — Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page I of 24 Option: As further defined in Addendum B hereto, standard Software Support for Inform RMS, and Inform FBR applications is provided on an 8x5 basis. Support fees for 8x5 support is calculated at a lesser rate than 24x7 support. However, as an optional upgrade, Client may purchase Software Support for these TriTech Software applications on a 24x7 basis with the applicable adjustment in support fee. If this option has been chosen, check the box below: Optional Support Upgrade to 24x7 for Inform RMS Yes Optional Support Upgrade to 240 for Inform FBR Yes Santa Ana System Purchase and Support Agreement — Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 24 EXHIBIT B SOFTWARE ERROR CORRECTION GUIDELINES AND PROCEDURES (1) All TriTech Software Errors reported by Client's personnel shall be resolved as set forth below. The response and resolution plan will be based upon the Priorities and Response Matrix terms specified below by product. The Client may elect to downgrade the urgency of the issue if the operational impact is not severe. The Client may also request an upgraded response to a lower priority issue if the issue has a significant operation impact by requesting to speak to a supervisor/manager from TriTech's Customer Service Group. All TriTech Software Errors reported by Client shall be resolved as set forth below. The response time will be based upon the priority assigned by Client in accordance with the Priorities and Response Matrix. Resolution of reported Software Errors not specifically defined in the Priorities and Response Matrix will be based upon the priority jointly agreed upon by TriTech and Client based on the operational impact to Client's business operations. (2) If Client determines a Software Error exists, Client shall immediately notify TriTech by telephone, followed by an error report in writing, setting forth the defects noted with specificity requested by TriTech. Note (a): Critical Priority and Urgent Software Errors must be reported via telephone at the number listed in the Support Issues Priority and Response Matrix under section (9) below. If Critical Priority or Urgent Priority Software Errors are not reported via the telephone, the stated response and resolution times will not apply. Note (b): High, Medium, and Lower Priority Software Errors may be reported via email to the address listed in the matrix below, or through TriTech's Support website via the Customer Service portal on TriTech's website. (3) "Normal Customer Service Hours" (Business Hours) are 7:30 a.m. through 7:30 p.m. (Central), Monday through Friday, excluding TriTech holidays. (4) The main support line will be answered by TriTech's Customer Service Department, or TriTech's answering service, depending on the time/day of the call. During Normal Customer Service Hours, a Customer Service Representative will directly answer the support telephone call. If a Customer Service Representative is not available to answer your call during Normal Customer Service Hours, the call will automatically be routed to the TriTech operator. If all Customer Service Representatives are busy, the operator will offer the option to leave a message, or in the case of a Critical Priority problem, as described below, locate a Customer Service Representative. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page I of 24 (5) Following Normal Customer Service Hours, the call will be automatically routed to TriTech's answering service. Any calls routed to the answering service will be escalated to an on -call Customer Service Representative on -call for prompt follow-up and resolution, if required. (6) During Normal Customer Service Hours, each issue will be assigned a ticket number. This member should be used for all subsequent inquiries relating to the original reported issue. Problems reported after Normal Customer Service Hours will be logged and assigned an issue number the next business day. Enhancement requests should be emailed to support@tritech.com. (7) As more fully defined in the TriTech System Planning Document, TriTech has approved VPN (virtual private network) connectivity as the sole primary form of support connectivity for TriTech's Inform CAD, Inform Mobile, Inform Browser and related Interfaces Software. Client shall establish a dependable VPN form of access for TriTech's use in order to be supported to enable TriTech to access, diagnose, update, repair, and/or install a workaround to the system. Backup support connectivity is also required. The Client will ensure there is either reliable cellular coverage or a landline telephone in each physical area in which a Server or interface equipment is located to allow the Client's team to assist in troubleshooting. Citrix GotoAssist is utilized for remote connectivity for Inform RMS and Inform FBR. (8) Reported software errors will be responded to and resolved in accordance with the Priorities and Response Matrix in Section 9 below If requested or specified in the response time criteria below, a TriTech representative will return the call in a manner consistent with the priority and order in which the call was received. Client will make every effort to respond to TriTech in a timely fashion when requests are made for follow-up calls or additional documentation on the reported problem. a. If a response is not received, or a resolution is not provided in accordance with the Priorities and Response Matrix, the Client may request escalation of the issue in accordance with the TriTech Documentation. Issues may be escalated to (i) a Customer Services supervisor; (ii) the Director of Customer Services; or (iii) the Vice President Customer Services. (9) Priorities and Support Response Matrix The following priority matrix relates to software errors resulting from the TriTech Software as further defined in this Addendum. Issues related to non -covered causes - such as hardware, network, and third party products - are not included in this priority matrix and are outside the scope of this Addendum. Santa Ana System Purchase and Support Agreement — Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright Laws of the United States Page 2 of 24 Inform CAD, Mobile, Browser, Interfaces, and GIS Link Issue Definition and Response Matrix ' Priority Issue Definition Response Time Priority 1 — 24x7 Support for live operations on the Normal Customer Service Hours: Telephone calls Critical Priority production system: A system down event which to 800, 987.0911 will be immediately answered severely impacts the ability of Users to dispatch and managed by the first available representative emergency units. This is defined as the following: but not longer than 5 minutes. • Inform CAD, Inform Mobile, or Interfaces After Normal Customer Service Hours: Thirty are down as further defined below. (30) minute callback after client telephone contact • Critical servers inoperative, as listed below. to 800. 987.0911. • Complete interruption of call taking and/or dispatch operations Priority 1 issues must be called in via 800. • Loss of transactional data & data corruption 987.0911 in order to receive this level of response. This means one or more critical server components are non-functional disabling Inform CAD or Inform Mobile workstations. These Software Errors are defined below. Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows: 1. Inform CAD: a. The Inform CAD System is down and all workstations will not launch or function. b. The Inform CAD System is inoperable due to transactional data corruption caused by TriTech Software. C. The Inform CAD Reporting and Archiving Server is down and the system is configured to use the Reporting Server for dispatching functions (e. g., Premise History). d. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality is available through no other available methods within the TriTech software). 2. Inform Mobile: a. The Inform Mobile System is down and all unit mobile devices are unable to log in or function. b. The Inform Mobile System is inoperable due to transactional data corruption caused by TriTech Software. C. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality is available through no other available methods within the TriTech software). 3. Inform Browser, and GISLink: a. There are no Critical Priority (Priority 1) issues for these products. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 3 of 24 Priority Issue Definition Response Time Priority 2 — 240 Support for live operations on the Normal Customer Service Hours: Telephone calls Urgent Priority production system: A serious Software Error with to 800. 987.0911 will be answered and managed no workaround not meeting the criteria of a by the first available representative but not longer Critical Priority, but which severely impacts the than 5 minutes, ability of Users to enter incoming calls for service and/or dispatch emergency units. Such errors will After Normal Customer Service Hours: One (1) be consistent and reproducible. hour callback after client telephone contact to 800. 987.0911. A significant number of the Inform CAD or Inform Mobile workstations are negatively Priority 2 issues must be called in via 800. impacted by this error (e.g., does not apply to a 987.0911 in order to receive this level of response. minimal set of Inform CAD or Inform mobile workstations). These Software Errors are defined in more detail below. Santa Ana System Purchase and Support Agreement — Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 4 of 24 Priority Issue Definition Response Time Urgent Priority issues, meeting the previously noted criteria, are defined as follows: 1. Inform CAD: a. Inform CAD users are severely impacted due to one of the following conditions: I. Unable to enter new requests for service via the emergency or scheduled call -taking. ii. A user is unable to verify an address from within the emergency or scheduled call -taking screen. The inability to view/edit premise or caution note information. iii. The inability to send and receive text messaging (within CAD, or CAD to Mobile). iv. The system does not perform unit recommendations. v. Inability to assign a emit to an incident. vi. Inability to change a unit's status. vii. Inability to close an incident. viii. Inability to view incident information needed to dispatch an incident. ix. Disaster Recovery System, following a test failover is inoperable for more than one (1) business day 2. Inform Mobile: a. Inform Mobile users are severely impacted due to one of the following conditions: i. Inability to receive new requests for service from TriTech CAD. ii. Inability to view incident information needed to dispatch an incident. iii. The inability to send and receive text messaging (CAD to Mobile, or Mobile to Mobile). iv. Inability to enter a traffic stop or on -view incident. v. The inability to view premise or caution note information. vi. Disaster Recovery System, following a test failover is inoperable for more than one (1) business day. 1 Inform CAD/Mobile Interfaces: a. An Inform CAD Station Alerting Interface is down or Inform CAD Station Alerting Interface repeatedly fails to process a station alert, as part of a unit assignment, or if there is a reoccurring significant delay in the interface processing a station alert as part of a unit assignment (once it is diagnosed that is not being caused by the station alerting system). b. An Inform CAD Paging Interface is down. c. An interface used for personnel restering is down. d. A CAD -to -CAD interface is down or repeatedly fails to process information into an incident. C. An Inform CAD Paging Interface repeatedly fails to process a unit alert as part of a unit assignment I. An ANI/ALI interface repeatedly fails to process information into an incident g. An interface to an external restoring system used to logon units is down. h. An AVL interface fails to process updates for over 50% of units. i. A mobile interface (MDT or MDC) repeatedly fails to process incident or status change information. j. A Standard CAD to External System Incident Data Transfer Interface License (RMS) is down. 4. Inform Browser: a. Inform Browser is down and no workstations are able to login (unrelated to the Customer Network) 5. GISLink: There are no Urgent Priority (Priori[ 2) issues for this product. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 5 of 24 Priority Issue Definition Response Time Priority 3 - Normal Customer Service Hours Support: A Normal Customer Service Hours: Telephone calls High Priority Software Error not meeting the criteria of a to 800. 987.0911 by the first available Critical or Urgent Priority, has a workaround representative but not longer than 5 minutes after available, but which does negatively impact the the initial phone call. User from entering incoming calls for service and/or dispatching emergency units. Such errors High Priority issues may also be reported via will be consistent and reproducible. support@tritech.com. A significant number of Inform CAD or Inform High Priority Issues are not managed after Normal Mobile workstations are negatively impacted by Customer Service Hours. this error (e.g., does not apply to a minimal set of workstations). Priority 4 — Normal Customer Service Hours Support: A Normal Customer Service Hours: Telephone calls Medium Priority Software Error related to a user function which to 800. 987.0911 will be answered and managed does not negatively impact the User from entering by the first available representative but not longer incoming calls for service and/or dispatch than 5 minutes after the initial phone call. emergency units. This includes system administrator functions. Medium Priority issues may also be reported via support @ tritech. con. Medium Priority issues are not managed after Normal Customer Service Hours. Priority 5 — Normal Customer Service Hours Support: Normal Customer Service Hours: Telephone calls Low Priority Cosmetic or Documentation errors, including to 800, 987.0911will be answered and managed Client technical questions or usability questions by the first available representative but not longer than 5 minutes after the initial phone call. Low Priority issues may also be reported via supporL@tritech.com. Low Priority issues are not managed after Normal Customer Service Hours. Priority Resolution Process .. Resolution Time Priority 1— TriTech will provide a procedural or configuration TriTech will work continuously (including after Critical Priority workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume live operations on the production allows the Client to resume live operations on the system. production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 12 hours after notification. Priority 2 — TriTech will provide a procedural or configuration TriTech will work continuously (including after Urgent Priority workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume normal operations on the allows the Client to resume normal operations on production system. the production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 36 hours after notification. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 6 of 24 Priority - Resolution Process Resolution Time Priority 3 - TriTech will provide a procedural or configuration TriTech will work to provide the Client with a High Priority workaround that allows the Client to resolve the resolution which may include a workaround or problem. code correction within a timeframe that takes into consideration the impact of the issue on the Client and TriTech's User base. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 — If TriTech determines that a reported Medium TriTech will work to provide the Client with a Medium Priority Priority error requires a code correction, such resolution which may include a workaround or issues will be addressed in a subsequent release code correction in a future release of the software. when applicable. Priority 4 issues have no guaranteed resolution time. Priority 5 — Low Priority issues are logged by TriTech and There is no guaranteed resolution time for Low Low Priority addressed at the company's discretion according to Priority issues. TriTech's roadmap planning process. Additional Information: • Disaster Recovery and Training CAD/Mobile Systems do not generally qualify for after Normal Customer Service Hours support. This would change if the Production System has failed over to the Disaster Recovery System or following a test failover it is inoperable for more than one (1) business day, TriTech will work to resolve the problem according to the Priority 2 response and resolution criteria included above. • Modifications to installed TriTech CAD/Mobile Licensed Software that operates with State and National Criminal Justice Information Systems (State CJLS/NCIC) systems to accommodate Govermnent Mandated Changes dictated by State and Federal agencies having authority over these programs. Santa Aria System Purchase and Support Agreement —Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 7 of 24 Inform RMS, and Inform FBR Issue Definition and Response Matrix Priority Priority 1— Critical Priority Priority 2 — Urgent Priority Normal Customer Service Hours Support for live operations on the production system: A system down event which severely impacts the ability of Users to log on the system, or severely impacts the ability of Users to book or release inmates. This is defined as the following: • TriTech Inform RMS, or Inform FBR server software inoperative • Loss of ability for all Inform RMS, or Inform FBR users to log on to system • Loss of transactional data & data corruption • Unable to book or release inmates. This means one or more critical server components are non-functional disabling Inform RMS, or Inform FBR, workstations. These Software Errors are defined below. Response Time Normal Customer Service Hours: Telephone calls to 800. 987.0911 will be immediately answered and managed by the first available representative but not longer than 5 minutes. After Normal Customer Service Hours: Unless optional 24x7 support is contracted, support for TriTech RMS, or Inform FBR is not managed after Normal Customer Service Hours. If optional 24x7 support is contracted, after Normal Customer Service Hours: Thirty (30) minute call back after Client telephone contact to 800.987.0911. Priority 1 issues must be called in via 800. 987.0911 in order to receive this level of response. are aetmea as Inform RMS System: a. The Inform RMS System Server is down and unavailable for queries. b. The Inform RMS is inoperable due to data corruption caused by TriTech Software. C. Law enforcement users are unable to send or receive justice queries and transactions (this priority applies if the functionality is available through no other available methods within the TriTech software). Inform FBR System: a. The Inform FBR Server is down and unavailable to process reports. b. The Inform FBR Server is inoperable due to data corruption caused by TriTech Software. Normal Customer Service Hours Support for live operations on the production system: A serious Software Error with no workaround not meeting the criteria of a Critical Priority, but which severely impacts the ability of Users from performing a common function, or severely impacts the ability of Users to book or release inmates. Such errors will be consistent and reproducible. Loss of ability for Inform RMS users to enter Case (Incident, Arrest and Custody) records into the system Loss of ability to transfer Inform FBR Reports A significant number of the Inform RMS, or Inform FBR workstations are negatively impacted by this error (e.g., does not apply to a minimal set of Inform RMS, or Inform FBR workstations). These Software Errors are defined in more detail below. Normal Customer Service Hours: Telephone calls to 800. 987.0911 will be immediately answered and managed by the first available representative but not longer than 5 minutes. After Normal Customer Service Hours: Unless optional 24x7 support is contracted, support for TriTech RMS, or Inform FBR is not managed after Normal Customer Service hours. If optional 24x7 support is contracted, after Normal Customer Service Hours: One (1) hour call back after Client telephone contact to 800.987.0911. Priority 2 issues must be called in via 800. 987.0911 in order to receive this level of response Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 8 of 24 Priority Issue Definition Response Time Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows: 1. Inform RMS: a. The inability to create, save, access, or close records b. The inability to enter property in the evidence module C. The inability to move a piece of property to another location d. The inability to assign a case to an investigator e. The inability to create UCR/NIBRS State Reports I. The inability to complete an expungement on a name record g. The system does not display active master name alerts It. The system does not display active warrants for a master name 2. Inform FBR: a. The inability to create, save, access, or close reports b. The inability to transfer a report to RMS C. The inability to provide master resolution during entry d. A report is unable to complete the approval workflow. Santa Ana System Purchase and Support Agreement— Addendum B Copyright © 2015 TriTeeh Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 9 of 24 Priority.. Issue Definition -Response Time Priority 3 - Normal Customer Service Hours Support: A Normal Customer Service Hours: Telephone calls High Priority Software Error not meeting the criteria of a to 800. 987.0911 by the first available Critical or Urgent Priority, has a workaround representative but not longer than 5 minutes after available, but which does negatively impact the the initial phone call. User from performing a common Inform RMS, or Inform PBR function. Such errors will be High Priority issues may also be reported via consistent and reproducible. CH ClientServieesTriaae@h'itech.eom. • Loss of Non -Critical Data (with "Non- High Priority issues are not managed after Normal Critical" being defined as not causing an Customer Service Hours. error classified as a Pl or P2 error (above). • NIBRS State reporting issues that cause agency reports to exceed State error submission limits • UCR reporting multiple occurrence of inaccurate data A significant number of Inform RMS, or Inform EBR workstations are negatively impacted by this error (e.g., does not apply to a minimal set of workstations). Priority 4 — Normal Customer Service Hours Support: A Normal Customer Service Hours: Telephone calls Medium Priority Software Error related to a user function which to 800. 987,0911 will be answered and managed does not negatively impact the User by preventing by the first available representative but not longer routine use of the system. This includes system than 5 minutes after the initial phone call. administrator functions. Medium Priority issues may also be reported via CH ClieotSetvicesTriaee@tritech.com. Medium Priority issues are not managed after Normal Customer Service Hours. Priority 5 — Normal Customer Service Hours Support: Normal Customer Service Hours: Telephone calls Low Priority Cosmetic or Documentation errors, including to 800. 987.0911will be answered and managed Client technical questions or usability questions by the first available representative but not longer than 5 minutes after the initial phone call. Low Priority issues may also be reported via CH ClientServicesTiiaee@tritech.com. Low Priority issues are not manager after Normal Customer Service Hours. Priority.: Resolution Process Resolution Time Priority 1 — TriTech will provide a procedural or configuration TriTech will work continuously (including after Critical Priority workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume five operations on the production allows the Client to resume live operations on the system production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 12 hours after notification. Santa Ana System Purchase and Support Agreement — Addendum E Copyright O 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 10 of 24 Priority Resolution Process .Resolution Time Priority 2 — TriTech will provide a procedural or configuration TriTech will work continuously (including after Urgent Priority workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume normal operations on the allows the Client to resume normal operations on production system. the production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 36 hours after notification. Priority 3 - TriTech will provide a procedural or configuration TriTech will work to provide the Client with a High Priority workaround that allows the Client to resolve the resolution which may include a workaround or problem. code correction within a timeframe that takes into consideration the impact of the issue on the Client and TriTech's User base. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 — If TriTech determines that a reported Medium TriTech will work to provide the Client with a Medium Priority Priority error requires a code correction, such resolution which may include a workaround or issues will be addressed in a subsequent release code correction in a future release of the software. when applicable. Priority 4 issues have no guaranteed resolution time. Priority 5 — Low Priority issues are logged by TriTech and There is no guaranteed resolution time for Low Low Priority addressed at the company's discretion according to Priority issues. TriTech's roadmap planning process. Additional Information: • State and Federal mandates relating to justice queries and reporting change from time to time. The following changes are considered covered support items. A. Modifications to installed Uniform Crime Reporting (UCR) Program or National Incident Based Reporting System (NIBRS) facilities within the Inform RMS Licensed Software, as necessary, in order to accommodate Government Mandated Changes dictated by State and Federal agencies having authority over these programs. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page I of 24 EXHIBIT C SUBCONTRACTOR SUPPORT TERMS (Attached, if applicable) Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 12 of 24 ADDENDUM F TRITECH.COM SUBSCRIPTION SERVICE LICENSE AND USE AGREEMENT I. Subscription Service License and Use Agreement. This Subscription Service License & Use Agreement (the "Agreement') is made by and between, TriTech Software Systems (hereinafter referred to as "TriTech") and the client named on the signature page attached hereto ("Client") as of the date of last signature below. TriTech and Client may also be referred to herein individually as "Party", or collectively as the "Parties". The Parties have entered into a System Purchase and Support Agreement (the "Purchase Agreement") which includes the provision of the subscription services defined in this Agreement and the Statement of Work (the "SOW") attached as Addendum A-1 to the Purchase Agreement. II. Services; Software. A. Under the terms of this Agreement, TriTech will be responsible for providing the following services ("Services"): (i) Hosting TriTech's software ("Software") for its TriTech.com IQ online program and corresponding module(s) as indicated in the Purchase Agreement; (ii) Providing the Client with technical support for the Software as set forth in Schedule A ("Technical Support"), database hosting and other related services as further defined in the Purchase Agreement and SOW; (iii) Providing the Client with remote access to search Client's data and, if purchased, report on Client's data through the Software and the applicable database(s) for Authorized Users (as defined in Section III (B) hereof) for 24 hours per day, 7 days per week, except as otherwise provided in Schedule A hereto with respect to scheduled maintenance; and further provided, that TriTech shall not be responsible for connectivity issues due to an event of Force Majeure, as defined in paragraph B below; (iv) Providing the Client with certain user manuals and/or on-line Software education or other information on the TriTech website to assist Client with its use of the Software ("Documentation"); (v) Enabling Client to update the applicable databases and obtain the agreed upon data processing output; (vi) Providing any other Software related services stated in the Purchase Agreement (together, the "Subscription Services"). Schedule A and any Documentation may be updated by TriTech from time to time in its sole discretion upon written notice to Client; (vii) Providing the Client with initial training as stated in the Purchase Agreement; and Santa Ana System Purchase and Support Agreement— Addendum P Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page ] of 20 (viii) Populating the Software and the associated database(s) with Client Information (as defined in Section VII (B) hereof) and otherwise assist Client with the setup of the Software (together, the "Implementation Services"). (ix) If applicable, TriTech and Client shall mutually agree in writing on a schedule for transfer of data from Client's existing system to TriTech.com IQ. B. Force Majeure. TriTech shall not be responsible for delays in performance, including connectivity issues, due to disruption of internet services, war, acts of terrorism, strike, fire, riot or insurrection, natural disaster, delay of carriers, governmental order or regulation, unavailability of facilities, equipment or software from suppliers, the actions or omissions of Client or its officers, directors, employees, agents, contractors or elected officials and/or other similar occurrences beyond TriTech's reasonable control. C. This Agreement allows Client to use the Software located on TriTech's servers, to which Client will be granted limited remote access. Client shall not receive a physical copy of the Software in any form, but will have the ability to use the Software on TriTech's servers, and to access the Software remotely as directed by TriTech. III. License; Access. A. Provided that Client has paid the applicable Fees (as defined in Section IV (A) hereof), TriTech grants to Client a limited non-exclusive, non -transferable license to use the Subscription Services, including the Software located on Tr Tech's servers, through Client's computers) for Client's internal operational use only for the Term set forth in Section V unless otherwise agreed to by TriTech in writing, and TriTech shall perform the applicable Implementation Services for the Client. The Subscription Services may only be accessed by an Authorized User. Client is expressly prohibited from sublicensing, selling, renting, leasing, providing service bureau or timeshare services, distributing or otherwise making the Subscription Services or the Software available to third parties other than any third -party Authorized Users. B. For purposes of this Agreement, an "Authorized User" is an individual (i) who is an employee of Client, a contractor or other representative of Client and (ii) who has been properly issued a valid password that subsequently has not been deactivated. C. Access to the Subscription Services by Authorized Users is enabled only by passwords to Authorized Users. Client is solely responsible for the management and control of those passwords and Authorized Users shall not be permitted to disclose or transfer a password to any third party. Client shall assign a "Client Administrator" to provide such password management and control. Upon request by Client, additional Authorized Users' passwords shall be activated by TriTech. D. Client acknowledges (i) that the protection of passwords issued to Authorized Users is an integral part of TriTech's security and data protection process and procedures and, (ii) that TriTech will rely on Client utilizing and maintaining proper password control obligations and procedures. In the event that Client has reasonable cause to believe that Santa Ana System Purchase and Support Agreement —Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 20 a password is being improperly used by an Authorized User or used by an unauthorized person, Client shall promptly notify TriTech. TriTech reserves the right to deactivate a compromised password immediately upon notice from Client without further notice to Client or the affected Authorized User. TriTech shall have the right, at its sole cost and expense, to utilize an independent certified accounting firm, to verify the number of passwords that have been issued for use by Authorized Users of the Client and use of these passwords within Client's organization in compliance with the terms of this Agreement. E. The number of Authorized Users having the ability to access the Subscription Services at any single moment in time shall be specified In the Purchase Agreement. IV. Fees; Payment; Taxes. A. As consideration for use of the Subscription Services and the Implementation Services during the initial contract term, Client shall pay those fees and charges set forth in Schedule B (together, "Fees"). Failure to pay may result in suspension or termination of your account until payment is made. Fees shall remain in effect during the Initial Term. Thereafter, fees are subject to change upon each successive renewal which shall be mutually agreed and set forth in the Renewal Notice. B. As consideration for use of the Subscription Services during renewal contract terms, Client shall pay those fees and charges set forth in the Renewal Notice (together, "Fees"). C. TriTech shall notify Client prior to the end of the initial subscription term of the subscription fees for the first renewal term. Unless otherwise agreed in writing, subscription fees shall be due on or before the commencement of each annual subscription term. Subscription fee for the first renewal term and all renewals thereafter shall be subject to increase on an annual basis at a rate of 3%. Fees for the first renewal subscription term will be prorated as applicable, to coincide with the annual software support term under the Software Support Agreement between TriTech and Client. D. All amounts due and payable to TriTech hereunder shall, if not paid when due, bear a late charge equal to one and one-half percent (1-1/2 %) per month, or the highest rate permitted by law, whichever is less, from fifteen (15) days after their due date until paid. Remittance Address for Payments Only: TriTech Software Systems P.O. Box 203223 Dallas, TX 75320-3223 Santa Ana System Purchase and Support Agreement —Addendum F Copyright© 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 3 of 20 E. Payments maybe made by check, wire transfer, or Automated Clearing House ("ACH"). TriTech will provide banking information if Client requests to pay by wire transfer or ACH. F. Any amounts payable pursuant to this Agreement are to be net to TriTech and shall not include taxes or other governmental charges or surcharges, if any. In addition to the fees and charges due TriTech under this Agreement, Client shall remain liable for and shall pay all local, state, and federal sales, use, excise, personal property, or other similar taxes or duties, and all other taxes, which may now or hereafter be imposed upon this Agreement or possession or use of the Software, excluding taxes based on TriTech's income. V. Term and Termination; Suspension of Services. A. This Agreement shall commence upon execution hereof and shall continue in full force and effect for a period of one (1) year ("Initial Term") from the date of activation unless the Agreement is otherwise terminated as set forth herein. The "date of activation" will be defined as the date of Go Live for Inform CAD.. B. At the conclusion of the Initial Term, this Agreement shall automatically renew for successive one (1) year terms (each a "Renewal Term"), unless one Party notifies the other Party in writing of its decision not to renew at least thirty (30) days prior to the end of the Initial Term or any Renewal Term. (The Initial Term and any Renewal Term collectively are referred to herein as the "Term"). C. Either Party may terminate this Agreement (i) immediately if the other party becomes the subject of a voluntary petition in bankruptcy or any voluntary proceeding relating to insolvency, receivership, liquidation or composition for the benefit of creditors, or (ii) immediately if the other party becomes the subject of an involuntary petition in bankruptcy or any voluntary proceeding relating to insolvency, receivership, liquidation or composition for the benefit of creditors, and such petition or proceeding is not dismissed within sixty (60) days of filing. D. Client may terminate this Agreement if TriTech breaches any term or condition of this Agreement and fails to cure such breach within thirty (30) days after receipt of written notice of the same. E. In addition to the circumstances as described in Subsection V(F) below, TriTech may terminate the Agreement at any time upon thirty (30) days prior written notice to the Client. In the event of termination by TriTech pursuant to this Subsection V(E), Client shall be entitled to a refund of a prorated portion of the annual subscription fees already paid for the then -current Term. F. If Client's scheduled Subscription Services payment or any other amount due and owing by Client to TriTech is delinquent, TriTech may, in its sole discretion, Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 20 t5 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 4 of 20 immediately terminate or suspend all or any portion of the Services forty-five (45) days after the date payment is due. G. Upon the effective date of expiration or termination of this Agreement: (i) TriTech will immediately cease providing Client with any Services it is providing and any other applicable component of the Services: (ii) all issued passwords shall be deactivated; and (iii) Client shall immediately pay in full to TriTech any and all monies that are owed by the Client to TriTech under this Agreement for the Services furnished up to the effective date of the Agreement's termination or expiration. H. Upon TriTech's reasonable belief that tortuous or criminal or otherwise improper activity may be associated with Client's utilization of the Services, TriTech may, without incurring any liability, temporarily suspend or discontinue the Services pending investigation and resolution of the issue or issues involved. I. If all or any components of the Services have been terminated as a result of a breach by Client, or suspended as provided herein, and Client requests that all or any component of the Services be restored, TriTech has the sole and absolute discretion whether or not to restore such Services; and further, any such restoration shall be conditioned upon TriTech's receipt of all Pees due and owing hereunder. J. In the event of expiration or termination of this Agreement for any reason, each Party shall promptly return to the other Party or destroy all copies of the other Party's Confidential Information (including notes and other derivative material) that it has received pursuant to Section VII hereof. Within thirty (30) days of termination or expiration of the Agreement, TriTech shall remove and destroy Client's data. TriTech will not return the data to the Client as the Client still retains the source data. K. Sections IV, V, VII, Vl:[[, IX, X, XI, XIl, XIII and XIV shall survive any termination of this Agreement, as well as any other obligations of the Parties that contemplate performance by a Party following the termination of this Agreement. VI. Client Responsibilities. A. In conjunction with its obligation to participate in the Implementation Services, Client will assign personnel with the required skills and authority to perform the applicable tasks effectively and, further, will make best efforts to meet its obligation to supply information and otherwise assist as necessary to effect the commencement of the Subscription Services via. the Implementation Services. Management of Client's responsibilities in conjunction with the Subscription Services after implementation shall be assigned to a Client Administrator who has attended training offered by TriTech to Client. The Client Administrator that the Client appoints may be replaced at any time at the sole discretion of the Client upon Client's written notice to TriTech so long as the newly appointed Client Administrator has attended TriTech's training. Client will be charged additional fees for any such training for Client's employees beyond the initial training for the Software that is a part of the Implementation Services. Santa Ana System Purchnse and Support Agtnertent — Addendum F Copyright O 2015 TriTech Software Systems Unpublished: Rights reserved under tilt copyright IeWs of the United States Page 5 of 20 B. Client is responsible for providing hardware, operating system and browser software that meets TriTech's technical specifications, as well as providing and maintaining a fast, stable, high speed connection and remote connectivity. C. Client is solely responsible for the integrity of all data and information that is provided to TriTech under this Agreement (i.e., the Client Information), including completeness, accuracy, validity, authorization for use and integrity over time, regardless of form and format, and whether or not such data is used in conjunction with the Subscription Services. Further, it is solely Client's responsibility to assure that the initial and one- time importing of the Client Information into Client's database by TriTech has been properly performed, acknowledging that thereafter the completion of the initial setup of all Code Files not already populated by TriTech and the input and modification of Client's database shall be performed solely by Client. The Client Information that is to be included in Client's database shall be provided by Client in a digital form that complies with the requirements of the Client Information format as stated in TriTech's policy for inputting Client Information in any Documentation TriTech provides to Client. In addition, Client is solely responsible for the accuracy of any and all reports, displays and/or uses of Client Information, whether or not TriTech assisted Client with the development or construction of such reports and displays and other uses of the Client Information. D. Client shall not attempt to decode, disassemble, copy, transmit, transfer or otherwise reverse engineer the Services, including, without limitation, the Software. E. Client is responsible for maintaining an active e-mail account for correspondence with TriTech. F. Client is responsible for maintaining the required certifications for access to Client's state CJIS systems(s), NCIC and/or other local state, federal and/or applicable systems. G. Client is responsible for proper firewall maintenance allowing for data to move from their on -premise data contributing system to TriTech.com IQ. VII. Confidentiality, Privacy and Business Associate Provisions. A. In association with the execution of this Agreement and TriTech's participation in the use and support of the Software, Client has obtained, will have access to, or will obtain confidential information regarding intellectual property of TriTech, the Software and its contents, sales and marketing plans and other similar information (hereinafter referred to as "Confidential Information"). Client acknowledges that the Software itself represents and embodies certain trade secrets and confidential information of TriTech. Client hereby agrees that, for itself and its shareholders, officers, directors, employees, and agents, Client shall not disclose any of TriTech's trade secrets or confidential information without TriTech's prior written consent for any such disclosure. Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved tinder the copyright laws of the United States Page 6 of 20 B. In association with the execution of this Agreement and the participation of TriTech in the support of the Software, TriTech has obtained or will obtain confidential information of Client regarding the business of Client, Client Information for its utilization in connection with providing the Services to Client, the records of patients served by Client, accounts payable and accounts receivable of Client, trade secrets, customer lists, and other similar information. TriTech shall not disclose any of Client's confidential information without Client's prior written consent for any such disclosure. "Client Information" means confidential information about Client's business or its customers that (i) Client and/or its customers deliver to TriTech for use in its implementation of the Services, which Client subsequently updates and otherwise modifies, and (ii) TriTech hosts on services for access by and transmission to the Authorized Users via the Internet. TriTech shall not use any Client Information except as expressly set forth in this Agreement. C. In addition to TriTech's obligations regarding nondisclosure of Client Information set forth above, in the event that TriTech is a "Business Associate," and Client is a "Covered Entity" pursuant to 45 C.F.R. § 160.103, TriTech shall perform its obligations under this Agreement with respect to Protected Health Information ("PHI") as provided in Addendum 1 attached to this Agreement. D. Notwithstanding any provisions of this Agreement to the contrary, Client may terminate this Agreement if Client determines that TriTech has violated a material term of this Agreement with respect to its functions as a Business Associate in accordance with Addendum 1. E. Confidential Information other than PHI as defined in Addendum 1, shall not include any information that is (i) already known to the receiving Party at the time of the disclosure; (ii) publicly known at the time of the disclosure or becomes publicly known through no wrongful act or failure of the receiving Party; (iii) subsequently disclosed to receiving Party on a non -confidential basis by a third party not having a confidential relationship with the other Party hereto that rightfully acquired such information; (iv) communicated to a third party by receiving Party with the express written consent of the other Party hereto; or (v) legally compelled to be disclosed pursuant to a subpoena, summons, order or other judicial or governmental process, provided the receiving Party provides prompt notice of any such subpoena, order, etc. to the other Party so that such Party will have the opportunity to obtain a protective order. F. Each Party agrees to restrict access to the Confidential Information of the other Party to those employees or agents who require access in order to perform the Subscription Services, Implementation Services or Additional Services, acknowledging that certain Confidential Information of each Party may be disclosed to Authorized Users as a necessary function of the Subscription Services; and, except as otherwise provided, neither Party shall make Confidential Information available to any other person or entity without the prior written consent of the other Party. Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 7 of 20 H. Notwithstanding the foregoing, Client understands and agrees that TriTech may transfer Confidential Information of Client to a third party hosting entity for the purposes of providing the communications infrastructure, hosting services and/or related support and other operations necessary to deliver all or certain portions of the Services; provided that TriTech, in turn, binds such third party to confidentiality and non- disclosure terms that are at least as protective of TriTech's and Client's interests as the terms stated herein. Client acknowledges that TriTech shall have no responsibility or liability for unauthorized access to or dissemination of Client Information by Authorized Users or other third parties, whether as a result of breach of data security, misappropriation or misuse of passwords or any other cause. VIII.Ownership. A. TriTech owns all rights and title in and to the Services, including, without limitation, the Software, and any Developments, as that term is defined below. Further, Client agrees that the Subscription Services' screens and any output of the Services, excepting the Client Information, are the property of TriTech and subject to United States and other patent, copyright, trademark, trade secret and other applicable laws and treaties and Client agrees that it shall not remove, alter or obstruct any ownership or use legends that TriTech places on any such screens or output of the Services. Nothing contained in this Agreement shall be construed as granting Client any rights in or to the Subscription Services (including, without limitation, the Software and output of the Subscription Services), the deliverables from the Implementation or Additional Services or related Confidential Information, other than the right to use the Services and any applicable Confidential Information of TriTech during the Term, in accordance with this Agreement. Client agrees that TriTech has and retains all rights to use any data and information relating to the Software and Services that it receives from Client including, without limitation, any information that constitutes, or results in, an improvement or other modification to the Software or the Services, but excluding the Client Information and PHI, or CJIS data. As between the parties, TriTech agrees that all Client Information provided to TriTech under this Agreement for TriTech's use in connection with the Subscription Services is the property of Client; provided, however, TriTech shall have the right to retain Client Information in accordance with its obligations under the terms of this Agreement in the event that the return or the destruction of any Client Information is infeasible. The term "Developments" shall mean all programs, upgrades, updates or other enhancements or modifications to the Software, if any, and all Documentation or other materials developed and/or delivered by TriTech in the course of providing technical support or otherwise, under this Agreement. B. Client will not have the ability to copy the Client Information entered onto the Software. Rather, TriTech shall retain the physical copy of the Software, title, right and Santa Ana System Purchase and Support Agreement — Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 8 of 20 interest in and to the Software, including upgrades, updates, and/or other enhancements or modifications to the Software in any medium, including but not limited to all copyrights, patents, trade secrets, trademarks, and other proprietary rights. IX. Disclaimer; Limitation of Liability. A. THE SERVICES, SOFTWARE AND ANY DOCUMENTATION ARE MADE AVAILABLE FOR CLIENT'S USE "AS IS" AND EXCEPT AS OTHERWISE SPECIFICALLY STATED HEREIN, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. B. TRITECH DOES NOT WARRANT THAT THE SOFTWARE WILL OPERATE UNINTERRUPTED OR ERROR -FREE. CLIENT AGREES TO INDEMNIFY TRITECH AGAINST ANY SUCH LIABILITY TO CLIENT, REGARDING THE CLIENT'S USE OF THE SERVICES, THE SOFTWARE AND ANY DOCUMENTATION OR OTHERWISE. IN NO EVENT SHALL TRITECH BE LIABLE TO CLIENT OR ANY THIRD PARTY, WHETHER IN CONTRACT, TORT, OR OTHERWISE FOR INCIDENTAL, SPECIAL, INDIRECT, GENERAL, OR CONSEQUENTIAL DAMAGE OR LOSS OF ANY NATURE, INCLUDING BUT NOT LIMITED TO LOSS OF BUSINESS PROFITS, INCOME, LOSS OR USE OF DATA, WHICH MAY ARISE IN CONNECTION WITH THIS AGREEMENT OR THE USE OF OR INABILITY TO USE THE SERVICES, SOFTWARE AND ANY DOCUMENTATION EVEN IF TRITECH HAD BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS CLAUSE SHALL SURVIVE FAILURE OF AN EXCLUSIVE REMEDY. C. TRITECH DISCLAIMS ALL LIABILITY FOR THE ACCURACY AND/OR COMPLETENESS OF DATA, INCLUDING BUT NOT LIMITED TO DATA SUPPLIED WITH THE SOFTWARE OR AS ADDED OR MODIFIED BY CLIENT OR ANY THIRD PARTY, OR DATA AS PROCESSED ON CLIENT'S OR TRITECH'S COMPUTER NETWORK. CLIENT BEARS THE ENTIRE RESPONSIBILITY FOR ITS COMPUTER NETWORK, INCLUDING CLIENT'S USE OF THE SOFTWARE, THE PERFORMANCE OF THE SERVICES AND THE SOFTWARE AND THE BEHAVIOR OF THE DATA ON EITHER CLIENT'S OR TRITECH'S COMPUTER NETWORK. D. TRITECH REPRESENTS AND WARRANTS TO CLIENT THAT, TO TRITECH'S CURRENT AND ACTUAL KNOWLEDGE, THE SOFTWARE, WHEN USED IN ACCORDANCE WITH THIS AGREEMENT, DOES NOT VIOLATE ANY EXISTING U.S. COPYRIGHTS, PATENTS, TRADEMARKS, OR OTHER INTELLECTUAL PROPERTY RIGHTS OF ANY THIRD PARTY AS OF THE DATE OF THIS AGREEMENT. TRITECH SHALL INDEMNIFY AND HOLD CLIENT HARMLESS FROM AND AGAINST ANY AND ALL ACTIONS, SUITS, PROCEEDINGS, CLAIMS, DEMANDS, LOSSES, LIABILITIES, COSTS AND Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTeeh Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 9 of 20 EXPENSES, INCLUDING REASONABLE ATTORNEYS FEES, INCURRED BY CLIENT ARISING OUT OF ANY BREACH OF THIS WARRANTY ON THE PART OF TRITECH. E. IN NO EVENT SHALL TRITECH'S TOTAL CUMULATIVE LIABILITY HEREUNDER, FROM ALL CAUSES OF ACTION OF ANY KIND, WHETHER ARISING UNDER CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, BREACH OF WARRANTY OR OTHERWISE, EXCEED THE TOTAL AMOUNT PAID BY CLIENT AS FEES FOR THE TWELVE (12) MONTH PERIOD IMMEDIATELY PRIOR TO THE OCCURRENCE OF THE EVENT THAT GAVE RISE TO SUCH CLAIM. X. Indemnification. Client shall indemnify and hold harmless TriTech from, against, and in respect of the full amount of any and all liabilities, damages, and claims including without limitation, attorneys' fees, arising from, in connection with, or incident to the Client's use or misuse of the Software, except as may otherwise be agreed to in writing by the parties, and except as to any material breach of this Agreement by TriTech. XI. Assignment. Client shall not transfer or assign any of its rights or obligations under this Agreement to any other person or entity without the express written permission of TriTech, which permission shall not be unreasonably withheld. Any assignment without such express written permission of TriTech shall result in the automatic termination of this Agreement. XII. Written Notices. Written notices required or permitted to be given under this Agreement shall be made to the parties at the following addresses and shall be presumed to have been received by the other party (i) (three) 3 days after mailing by the party when notices are sent by First Class Mail, postage prepaid; (ii) upon transmission (if sent via facsimile with a confirmed transmission report); or (iii) upon receipt (if sent by hand delivery or courier service). A. Written Notices to Client: City of Santa Ana Police Department 60 Civic Center Plaza, M-69 Santa Ana, CA 92702 Attention: Deputy Chief James Schnabl B. Written Notices to TriTech: TriTech Software Systems Santa Ana System Purchase and Support Agreement — Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 10 of 20 9477 Waples Street, Ste. 100 San Diego, CA 92121 Attention: Contracts XIII. Governing Law. Except to the extent that this Agreement is governed by the laws of the United States, this Agreement shall be governed, interpreted and enforced in accordance with the laws of the State of California, without regard to its conflict of law provisions. XIV.Integration. This Agreement and the Purchase Agreement contain the entire understanding between the parties and supersede any proposal or prior agreement regarding the subject matter herein. This Agreement is made for the benefit of the parties, and is not intended to benefit any third party or be enforceable by any third party. The rights of the parties to terminate, rescind, or agree to any amendment, waiver, variation or settlement under or relating to this Agreement are not subject to the consent of any third party. If any term, clause, sentence, paragraph, article, subsection, section, provision, condition or covenant of this Agreement is held to be invalid or unenforceable, for any reason, it shall not affect, impair, invalidate or nullify the remainder of this Agreement, but the effect thereof shall be confined to the term, clause, sentence, paragraph, article, subsection, section, provision, condition or covenant of this Agreement so adjudged to be invalid or unenforceable. Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 11 of 20 Schedule A TECHNICAL SUPPORT This Schedule describes the terms and conditions relating to technical support that TriTech will provide to Client during the Term of the Agreement. Product Updates: From time to time TriTech may develop permanent fixes or solutions to known problems or bugs in the Software and incorporate them in a formal "Update" to the Software. If Client is receiving technical support from TriTech on the general release date for an Update, TriTech will provide the Client with the Update and related Documentation. Technical Support Services: Telephone Assistance. Client will be given the telephone number for TriTech's support line and will be entitled to contact the support line during normal operating hours, (between 7:30am and 7:30pm Central Time) on regular business days, excluding TriTech holidays, to consult with TriTech technical support staff concerning problem resolution, bug reporting, documentation clarification, and general technical guidance. Assistance may include remote connectivity, modem, or electronic bulletin board. Critical Priority Telephone Assistance after Normal Customer Service Hours. After Normal TriTech Customer Service Hours, emergency support for TriTech.com IQ will be answered by our emergency paging service. When connected to the service, the Client shall provide his or her name, organization name, call-back number where the Customer Service Representative may reach the calling party, and a brief description of the problem (including, if applicable, the information that causes the issue to be a Critical Priority Problem). Website Support. Online support is available 24 hours per day, offering Client the ability to resolve its own problems with access to TriTech's most current information. Client will need to enter its designated user name and password to gain access to the technical support areas on TriTech's website. TriTech's technical support areas allow Client to: (i) search an up-to-date knowledge base of technical support information, technical tips, and featured functions; and (ii) access answers to frequently asked questions (FAQ). Software Problem Reporting. Client may submit requests to TriTech identifying potential problems in the Software. Requests should be in writing and directed to TriTech by e-mail, FAX, or through TriTech's Support website. TriTech retains the right to determine in its sole discretion the final disposition of all requests, and will inform Client of the disposition of each request. If TriTech decides in its sole judgment to act upon a request, it will do so by providing a bug fix as described above. Santa Ana System Purchase and Support Agreement — Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 12 of 20 Scheduled Maintenance. TriTech.com IQ may be unavailable periodically for system maintenance. Regular system maintenance includes installation of the TriTech.com IQ Updates, operating system updates/patches and updates to other third party applications as needed. Clients are notified of maintenance periods via an email message. TriTech Service Commitment Provided that Client remains current on payment of its Subscription fees and provides equipment and remote connectivity that meet TriTech's recommended specifications, TriTech shall: • Maintain the Subscription Services hosting infrastructure which includes OS updates, third party software updates, and hardware upgrades. • Provide product version updates within thirty (30) days of general availability for Cloud operations. • Perform daily backups of application files. • Perform multiple daily database backups. Exclusions from Technical Support Services: TriTech shall have no support obligations with respect to any third party hardware or software product ("Nonqualified Product"). If TriTech provides support services for a problem caused by a Nonqualified Product, or if TriTech's service efforts are increased as a result of a Nonqualified Product, TriTech will charge time and materials for extra service at its current published rates for custom software services. If, in TriTech's opinion, performance of technical support is made more difficult or impaired because of a Nonqualified Product, TriTech shall so notify Client, and Client will immediately remove the Nonqualified Product at its own risk and expense during any efforts to render technical support under this Agreement. Client shall be solely responsible for the compatibility and functioning of Nonqualified Products with the Software. Client Responsibilities: In connection with TriTech's provision of technical support as described herein, Client acknowledges that Client has the responsibility to do each of the following: 1) Provide hardware, operating system and browser software that meets TriTech's technical specifications, as well as a fast, stable, high speed connection and remote connectivity. 2) Maintain the designated computer system and associated peripheral equipment in good working order in accordance with the manufacturers' specifications, and ensure that any problems reported to TriTech are not due to hardware malfunction; Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under die copyright laws of the United States Page 13 of 20 3) Maintain the designated computer system at the latest code revision level deemed necessary by TriTech for proper operation of the Software; 4) Supply TriTech with access to and use of all information and facilities determined to be necessary by TriTech to render the technical support described herein; 5) Perform any test or procedures recommended by TriTech for the purpose of identifying and/or resolving any problems; 6) At all times follow routine operator procedures as specified in the Documentation or any policies of TriTech posted on the TriTech website; 7) Other than TriTech's confidentiality obligations with respect to Client Information as set forth in Section VII of this Agreement, Client shall remain solely responsible at all times for the safeguarding of Client's proprietary, confidential, and classified information; and 8) Ensure that the designated computer system is isolated from any process links or anything else that could cause harm before requesting or receiving remote support assistance. Security 1) TriTech maintains a Security program for security managing access to Client data — particularly HIPAA and CJIS information. This includes 1) a Pre -employment background check, 2) security training required by Federal CJIS regulations, and 3) criminal background checks/fingerprints required by Federal or State regulations. TriTech will work with the Client to provide required documentation (such as the CJIS Security Addendum Certification form and VPN documents). 2) If required by the Client, TriTech will provide paper fingerprint cards for such Security Approved personnel with the fingerprinting performed in the state of the TriTech staff's job assignment. If the Client requires fingerprints submitted in a form other than paper prints (such as Live Scan) or that such fingerprints be performed at the Client's site, the Client will reimburse TriTech for the cost of TriTech Security Approved Personnel traveling to the Client's site or for a vendor (such as Live Scan) to travel to the applicable TriTech Offices. This provision will apply during the duration of this Agreement. Priorities and Support Response Matrix The following priority matrix relates to software errors covered by this Agreement. Causes secondary to non -covered causes - such as hardware, network, and third party products - are not included in this priority matrix and are outside the scope of this Technical Support Schedule A. Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 14 of 20 This matrix defines the support issues, response times and resolutions for the Client's licensed TriTech.com software application. Note: Normal Customer Service Hours are 7:30am to 7:30pm (Central Time) on weekdays excluding holidays. Support after Normal Customer Service Hours is offered weekends, nights and holidays for Critical Priority issues only. Critical Priority (Priority 1) issues should always be reported via telephone at 800-987-0911. Software Errors for other than Critical Priority may be reported via the web portal: TriTech.com; or email: CH_ ClientServicesTriage@tritech.com. Priority - Priority Definition Response Times Priority 1- 24X7 Support for live operations on Normal Customer Service Hours: Telephone Critical the production system. This is calls to 800.987.0911 will be answered Priority defined as the following: immediately and managed by the first available • The TriTech.com IQ server representative but not longer than 5 minutes. is down and all workstations will not launch or function; After Normal Customer Service Hours: Thirty the Client is experiencing (30) minute callback after client telephone complete interruption of contact to 800,987.0911. ability to do perform queries. Priority 1 issues must be called in via • The TriTeeh.com IQ system 800.987.0911 to receive this level of response. is inoperable due to data loss or corruption caused by TriTech Software This means that one or more TriTech server components are down or inaccessible, disabling all usability of Client's TriTech.com workstations These Software Errors are defined below. Priority 1, Critical Priority issues meeting the previously noted criteria for TriTech.com IQ are defined as follows: a. The TriTech.com IQ server is down and all workstations will not launch or function; the Client is experiencing complete interruption of ability to do perform queries. b. The TriTech.com IQ system is inoperable due to data loss or corruption caused by TriTech Software Santa Ana System Purchase and Support Agreement - Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 15 of 20 Priority Priority Definition Response Times Priority 2 — Normal Customer Service Hours Normal Customer Service Hours: Telephone Urgent Support: A serious software error calls to 800.987.0911 will be answered and Priority with no workaround and not meeting managed by the first available representative but the criteria of a Critical Priority, but not longer than 5 minutes. which severely impacts the ability of Users from performing a common Priority 2 TriTech.com IQ issues are not function. Such errors will be managed after Normal Customer Service Hours. consistent and reproducible. Generally this means that a significant number of the system TriTech.com IQ workstations are negatively impacted by this error (e.g. does not apply to a minimal set of TriTech.com IQ workstatiions).These Software Errors are defined below. Priority 2, Urgent Priority issues meeting the previously noted criteria for TriTech.com IQ are defined as follows: a. The TriTech.com IQ System has a serious Software Error that severely impacts the ability of Users to perform critical work functions. Such errors will be consistent and reproducible. b. The TriTech.com IQ system is unable to generate and render reports. Priority 3 - Normal Customer Service Hours Normal Customer Service Hours: Telephone High Priority Support: A Software Error not calls to 800.987.0911 will be answered and meeting the criteria of a Critical or managed by the first available representative. Urgent Priority, which has a workaround available, but which Priority 3 TriTech.com IQ issues are not does negatively impact the User from managed after Normal Customer Service Hours. performing common TriTech.com IQ system functions. Such errors will be consistent and reproducible. • TheTriTech.com IQ system is unable to transfer data from external system to IQ • The TriTech.com IQ system update causing system functions to be inoperative with no workaround A significant number of TriTech.com IQ workstations are negatively impacted by this error (e.g., does not apply to a minimal set of workstations). Santa Ana System Purchase and Support Agreement — Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright taws of the United States Page 16 of 20 Priority Priority Definition Response Times , Priority 4— Normal Customer Service Hours Normal Customer Service Hours: Telephone Medium Support: A Software Error related to calls to 800.987.0911 will be answered and Priority a user function which does not managed by the first available representative, negatively impact the User from the use of the system. This includes Priority 4 TriTech.com IQ issues are not system administrator functions or managed after Normal Customer Service Hours. restriction of User workflow but does not significantly impact their job function. Priority 5 — Normal Customer Service Hours Normal Customer Service Hours: Telephone Low Priority Support: Cosmetic or calls to 800.987.0911 will be answered and Documentation errors, including managed by the first available representative. Client technical questions or usability questions would be a part of Priority 5 TriTech.com IQ issues are not this level. managed after Normal Customer Service Hours. Priority Resolution Process Resolution Time Priority 1— TriTech will provide a procedural or TriTech will work (including after hours) to Critical configuration workaround or a code provide the Client with a solution that allows the Priority correction that allows the Client to Client to resume live operations on the resume live operations on the production system. production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible. Priority 2 — TriTech will provide a procedural or TriTech will work to provide the Client with a Urgent configuration workaround or a code solution that allows the Client to resume normal Priority correction that allows the Client to operations on the production system. resume normal operations on the production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible. Priority 3 - TriTech will provide a procedural or TriTech will work to provide the Client with a High Priority configuration workaround that resolution which may include a workaround or allows the Client to resolve the code correction within a timeframe that takes problem. into consideration impact of the issue on the Client, TriTecb's User base, and the date of submission. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 — If TriTech determines that a reported TriTech will work to provide the Client with a Medium Medium Priority error requires a resolution which may include a workaround or Priority code correction, such issues will be code correction in a future release of the addressed in a subsequent release software. Priority 4 issues have no guaranteed when applicable. resolution time. Santa Ana System Purchase and Support Agreement — Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 17 of 20 Priority ' Resolution Process - Resolution Time Priority 5 — Low Priority issues are logged by There is no guaranteed resolution time for Low Low Priority TriTech and addressed at the Priority issues. company's discretion according to TriTech's roadmap planning process. Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 18 of 20 Schedule B Subscription Fees Year Year Year Year Year Year Begins on date of activation Included as a line $14,090.40 $14,513.11 $14,948.51 $155396.96 $15,858.87 item in System Purchase Agreement Santa Ana System Purchase and Support Agreement— Addendum P Copyright © 2015 TriTech Software Systems Unpublished: Rdghts reserved under the copyright laws of the United States Page 19 of 20 ADDENDUM BUSINESS ASSOCIATE ASSURANCE In the event that TriTech Software Systems (referred to herein as "TriTech") is deemed to be a "Business Associate" of Customer, and Customer is a "Covered Entity," as those terms are defined in 45 C.F.R. § 160.103, TriTech, effective on or after April 14, 2003, or such other implementation date established by law, will carry out its obligations under this Agreement in material compliance with the regulations published at 65 Federal Register 82462 (December 28, 2000) (the "Privacy Regulations") pursuant to Public Law 104-191 of August 21, 1996, known as the Health Insurance Portability and Accountability Act of 1996, Subtitle F — Administrative Simplification, Sections 261, et seq., as amended ("HIPAA"), to protect the privacy of any personally identifiable, protected health information ('PHI') that is collected, processed or learned in connection with TriTech supplied services. In conformity therewith, Contractor agrees that it will use its reasonable best efforts to: ■ Not use or further disclose PHI except: (i) as permitted under separate TriTech Support Agreement; (ii) as required for the proper management and administration of TriTech in its capacity as a HIPAA Business Associate of Customer, in the event TriTech is deemed to be a Business Associate of Customer for these specified purposes; or (iii) as required by law; • Use appropriate reasonable safeguards to prevent use or disclosure of PHI except as permitted by the TriTech Service Agreement; • Report to Customer any use or disclosure of PHI not provided for by the TriTech Service Agreement of which TriTech becomes aware; • Ensure that any agents or subcontractors to whom TriTech provides PHI, or who have access to PHI, agree to the same restrictions and conditions that apply to TriTech with respect to such PHI; • Make PHI available to the individual who has a right of access as required under HIPAA in the event TriTech maintains any PHI in a designated record set as defined by 45 C.F.R. § 164.501; • Make available for amendment and incorporate any amendments to PHI when notified to do so by Customer in the event that TriTech maintains any PHI in a designated record set as defined by 45 C.F.R. § 164.501; ■ Make available to Customer the information required to provide an accounting of the disclosures of PHI, if any, made by TriTech on Customer's behalf, provided such disclosures are of the type for which an accounting must be made under the Privacy Regulations; ■ Make its internal practices, books and records relating to the use and disclosure of Customer's PHI available to the Secretary of the Department of Health and Human Services for purposes of determining Customer's compliance with HIPAA and the Privacy Regulations; • At the termination of the TriTech Service Agreement, return or destroy all PHI received from, or created or received by TriTech on behalf of Customer. In the event the return or Santa Ana System Purchase and Support Agreement— Addendum F Copyright © 2015.TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 20 of 20 destruction of such PHI is infeasible, TriTech' obligations as defined in this Business Associate Assurance shall continue in force and effect so long as TriTech possesses any PHI, notwithstanding the termination of the Agreement for any reason. Notwithstanding any provisions of the TriTech Service Agreement to the contrary, Customer may terminate the Agreement if Customer determines that TriTech has violated a material term of the Agreement with respect to its functions as a Business Associate. • Implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and availability of the Electronic Protected Health Information ("e-PHI") that it creates, receives, maintains, or transmits on behalf of Covered Entity, as required by the Security Rule at 45 C.F.R. §164.308, et seq. • Implement reasonable and appropriate policies and procedures to comply with the standards, required implementation specifications, or other requirements of the Security Rule that apply to Business Associates. ■ Promptly report to Covered Entity any Security Incident of which it becomes aware. • Comply with applicable breach notification provisions and notify Customer of a breach of unsecured PHI in accordance with Subpart D of 45 C.F.R. Part 164, as applicable. Permitted and Required Uses and Disclosures by TriTech Except as otherwise limited by the Agreement, TriTech may use or disclose PHI as necessary to perform any and all functions, activities, or services for, or on behalf of Customer if such use or disclosure of PHI would not violate applicable laws and regulations relating to the privacy and security of PHI. Except as otherwise limited in the Agreement, TriTech may use PHI for the proper management and administration of TriTech or to carry out the legal responsibilities of TriTech. TriTech may disclose PHI for those purposes required or otherwise permitted under applicable law or regulations. Except as otherwise limited by the Agreement, Business Associate may use PHI to provide Data Aggregation services to Covered Entity as permitted by 42 CFR § 164.504(e)(2)(i)(B) if TriTech has been otherwise engaged by Customer to perform these services. Santa Ana System Purchase and Support Agreement — Addendum F Copyright D 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 21 of 20 ADDENDUM G INITIAL PROJECT SCHEDULE (ATTACHED) Santa Ana System Purchase and Support Agreement— Addendum G Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 1 of 1 ADDENDUM H DEFINED TERMS 1.1 "Acceptance" or "Accept" means the processes described in the ACCEPTANCE section of this Agreement and further defined in the Statement of Work to verify operational functionality in a live production environment of the TriTech Software provided under this Agreement. 1.2 "Archive Server" or "Reporting Server" means a Server or other storage unit on which Client's data resides for archival purposes. 1.3 "Contract Price" means the total of the purchase price of the items as specified in Addendum A-2 including, as applicable, equipment, software licenses, services, fees, expenses and other items acquired under this Agreement, and if included as a line item in Addendum A-2, any applicable sales, use, value added, or other such governmental charges. 1.4 "Deliverable" means an item of equipment, software, services and other items acquired under this Agreement as listed in Addendum A-2 hereto. 1.5 "Delivery" with respect to the System means physical delivery of substantially all components of each Subsystem to the Designated Location. Delivery shall be deemed to have occurred despite the absence of incidental components provided that Installation of the Subsystem, training and system configuration can begin with the items then delivered. A separate Delivery shall occur with respect to each such Subsystem. Delivery shall not be construed to mean Acceptance of the System or a Subsystem. 1.6 "Demonstration of Licensed Functionality ("DOLF")" means the configuration verification procedures for a Subsystem conducted as described in the Statement of Work. 1.7 "Designated Loeation(s)" means the physical site(s) at which a Subsystem is Installed as specified in Addendum A-1, Statement of Work. 1.8 "Disaster Recovery Computer System" (with reference to the CAD System) means a server operating in a standby mode used to maintain a duplicate copy of the program and data contained in the Primary Computer System. 1.9 "Documentation" means any standard user manuals or other related instructional and/or reference materials, provided by TriTech or other Software Vendors, including on-line help information and Release Notes issued in connection with Updates. In case of a conflict between written documentation (user manuals or Release Notes in printed or CD-ROM format) and on- line help information, the printed and CD ROM documentation will control. 1.10 "Equipment" means the computer system equipment specified in Addendum A-2 of this Agreement. TriTech may substitute equipment for that specified in Addendum A-2 provided Santa Ana System Purchase and Support Agreement— Addendum H Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page f of 5 that such equipment will meet the requirements of the Specifications and this Agreement. (For Definitional purposes, Equipment (Addendum A-2) is differentiated from hardware supplied by Subcontractors (Addendum A-2).) 1.11 "Functional Acceptance Test" (FAT) means the pre -Go Live testing process for each Subsystem as further defined in the Statement of Work. 1.12 "Functional Description Document" (FDD) means the TriTech document that provides the initial functional description of a custom Interface. 1.13 "Go Live" means the event that occurs when the Client first uses a Subsystem for Live Operations. A separate Go Live may take place with respect to each Subsystem, each Interface, and each Modification. 1.14 "Help Desk" means the TriTech function consisting of receiving calls from Client concerning System problems and assisting Client with resort to the manufacturers of Equipment, Software and other items acquired under this Agreement under the applicable warranties and/or maintenance support agreements. 1.15 "Installation" with respect to Subsystems means the process of running the Subsystem under a procedure to demonstrate basic inter -operability of the applicable Subsystem components at the Designated Location for that Subsystem. "Installation", with respect to the Modifications, means the process of running each Modification Linder a procedure to demonstrate basic interoperability with the applicable Subsystem at its Designated Location(s). "Installation", with respect to the Interfaces, means the process of running each Interface under a procedure to demonstrate basic interoperability of the Interface with the applicable Subsystem and the hardware and/or Software with which it is interfaced at its Designated Location(s). 1.16 "Interface", collectively or individually, means the interface software described in Addendum A-2. 1.17 "Interface Configuration Document" (ICD) means the document that defines the configuration of an Interface. 1.18 "Interface Description Document" (IRD) means the standard TriTech document that defines the functionality for standard Interfaces. 1.19 "Live Operations" means use of a Subsystem (e.g., the TriTech Software less Interfaces and Modifications) as the primary means of performing its functions. Use of a Subsystem in parallel with Client's existing system for a period not in excess of thirty (30) days where the existing system is the primary means of performing its functions and the Subsystem is being run in a test environment shall not be deemed Live Operations. 1.20 "Modifications" means changes or additions to Software from the standard version thereof prepared hereunder. The Modifications, if applicable, are described in the appropriate Statement of Work, Addendum A-1. The TriTech Software is not custom software, and as such, Santa Ana System Purchase and Support Agreement —Addendum H Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 2 of 5 at TriTech's discretion Modifications or enhancements to the standard version will be made available in a subsequent version release available to all TriTech clients; or as applicable, made available as a separate module or function, separately licensed and priced. 1.21 "Object Code" means any instruction or set of instructions of a computer program in machine-readable form. 1.22 "Operational Scenarios Document" (OSD) means a document that provides an operational description of a capability or feature within the applicable TriTech solution in sufficient detail that both Client and TriTech team mutually agree to the expected functionality. The OSD provides the "what", "how," and the information flow (including data flow and data elements, when appropriate) of the capability or feature. The OSD does not provide the technical or internal design of how TriTech's development team will accomplish the requested feature. An OSD will be collaboratively developed for each contracted product customization to be provided by TriTech. Once approved by the Client, the OSD becomes the basis for TriTech's development. 1.23 "Primary Computer System" means the live operations production system. 1.24 "Prime Contractor" means that TriTech shall (i) act as the central point of contact, providing project management services, including coordination and monitoring of all Subcontractor activities with respect to the Project, (ii) subcontract with certain Vendors that provide hardware, Software and/or services in connection with the Project (as more fully described in the Statement of Work), and (iii) pass through to Client warranties received from the Vendors thereof. Prior to Acceptance, should any Subcontractor hereunder be in default, through no fault of Client or its agents, a third party, or an event of Force Majeure, TriTech shall either continue to perform the duties of the Subcontractor to fulfill the obligations for the Subcontractor in accordance with the Statement of Work, or provide an alternative solution. Provided, however, that in no event will TriTech's responsibility exceed the price for such Subcontractor's portion of the Contract Price. 1.25 "Project Implementation Support" means the services provided to the Client by TriTech during normal TriTech ,Business Hours, for implementation of the Project, including assistance with code files, prior to Go Live which services are managed by TriTech's Project Manager. 1.26 "Project Schedule" means the schedule mutually developed by the Parties in conjunction with the Statement of Work that provides the schedule for tasks to be completed by TriTech and the Client, and all Deliverable items to be provided by TriTech hereunder. 1.27 "Server" means a computer in a local area network that runs administrative software which controls access to all or part of the network and its resources and makes such resources available to computers acting as workstations on the network. With respect to the CAD System, this term includes, without limitation, the Primary Computer System and the Disaster Recover Computer System. Santa Ana System Purchase and Support Agreement — Addendum H Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 3 of 5 1.28 "Software" means collectively or individually the computer programs provided under this Agreement, including, without limitation, the programs for each Subsystem. 1.29 "Software Error" means an error in coding or logic that causes a program not to substantially function as described in the applicable Specifications. In the event TriTech (or another Software Vendor) is unable to reproduce the Software Error at its facilities, TriTech will, at Client's request, visit Client's premises at Client's expense. If it is determined that the problem was caused by Equipment, Software, services , network or other items not supplied or not authorized by TriTech, Client shall reimburse TriTech for its labor costs for such on site visit, at TriTech's then current rates for consulting. 1.30 "Software Support" means Telephone Support, Software Error Correction, and Software Update services provided by TriTech (and/or other Software Vendors) for the Software, either under warranty or under an annual Software Support Agreement, as more fully described in said Agreement. 1.31 "Software Support Agreement" means collectively or individually agreements of that name (or a similar name) for the rendering of Software Support services entered into between the parties coincident with this Agreement and renewed from time to time thereafter. 1.32 "Source Code" means the original mnemonic or high-level statement version of Software. 1.33 "Specifications" means (i) the functional requirements and Acceptance Test document(s) ("ATP") with respect to each Subsystem; (ii) the Interface Requirements Document ("IRD") and ATP for each Interface, or Operational Scenario Document(s) for each Modification; and (iii) the published specifications for the Equipment, which documents are incorporated by reference herein as though set forth in full. 1.34 "Statement of Work" means the document that defines the implementation process for the Project, including specific tasks that are the responsibility of TriTech and the Client. 1.35 "Subcontractor" means one of the entities identified in the Statement of Work as subcontractors to TriTech, if applicable. 1.36 "Subcontractor Hardware" means the hardware supplied by a Subcontractor as part of its Subsystem, and identified in Addendum A-2, if applicable. 1.37 "Subcontractor Software" means software supplied by a Subcontractor as part of its Subsystem and listed in Addendum A-2, if applicable. 1.38 "Subsystem" means each of the applications described in the Statement of Work, including its Equipment, other hardware and software. In most cases, the Subsystem software will share Equipment. (For the avoidance of doubt, the CAD System is a Subsystem under this Agreement.) Santa Ana System Purchase and Support Agreement— Addendum H Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 4 of 5 1.39 "Subsystem Software" means individually or collectively the Software provided under this Agreement for each of the Subsystems. 1.40 "System" means collectively all Subsystems that make up the integrated Computer System referred to in paragraph 1.2 of this Agreement and more fully described in the Statement of Work. 1.41 "System Software" means the software identified in Addendum A-2 which includes, without limitation, operating system software, DBMS Software, and communications software. 1.42 "Task Completion Report" or "TCR" means the document presented by TriTech's Project Manager to the Client for signature upon completion of a Deliverable. 1.43 "Telephone Support" means the service provided by TriTech for access to the TriTech Customer Service Department by telephone, on a twenty-four (24) hour a day, seven (7) day per week basis, or as applicable on a Normal Customer Service Business Hour basis (7:30 a.m. through 7:30 p.m. Central, Monday through Friday, excluding TriTech holidays). 1.44 "TriTech Business Hours" means TriTech's corporate business hours of 8:30 a.m. to 5:30 p.m. (Pacific Time), Monday through Friday, excluding TriTech holidays. 1.45 "TriTech Project Manager" means the TriTech staff member assigned as the primary point of contact for implementation of the Project who will monitor the activities of the TriTech team, and applicable Subcontractors as further defined in section 9.3. 1.46 "TriTech Software" means the Object Code version of the software specified in Addendum A-2 of this Agreement, and any Modifications provided hereunder. 1.47 "TriTech.com IQ Software" means the Object Code version of the software specified in Addendum F of this Agreement, and any modifications provided thereunder. 1.48 "Update" means revisions or additions to Software provided by the Vendor thereof. The term "Update" does not include separate modules or functions that are separately licensed and priced, or new products that are developed and marketed as separate products by the Vendor. 1.49 "Use" means copying of any portion of Software from a storage unit or media into a computer or Server and execution of the software thereon. This term shall be construed to refer to a grant of reproduction rights under 17 U.S.C. 106(1), and shall not be construed to grant other rights held by the copyright owner, including without limitation the right to prepare derivative works. 1.50 "User" means the operator of a Subsystem Workstation that is configured to access and/or utilize the capabilities and features of the Subsystem Software. 1.51 "Vendor" means any supplier of hardware, software or services under this Agreement, Santa Ana System Purchase and Support Agreement— Addendum H Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 5 of 5 including TriTech, Subcontractors, System Software suppliers and Equipment suppliers. With respect to software, this term means the owner of the intellectual property rights, including copyright, to the software. 1.52 "Warranty Period" means the period starting at Subsystem Acceptance for the TriTech Software and Interfaces that Go Live together, and ending one (1) year thereafter. The Warranty Period for any Modifications will also end on the same date. 1.53 "Workstation" means any computer input station that utilizes the functionality of a Subsystem, whether the software resides locally or on a Server. Santa Ana System Purchase and Support Agreement — Addendum H Copyright © 2015 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 6 of 5 CERTIFICATE LIABILITY 5r'DATE t WDDIYYYY) 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 BELO'w. THIS CERTIFICATE OF INSURANCE, DOES NOT CONSTITUTE. A CONTRACT BETWEEN THE ISSUING INSURER1Sj, AUTHORIZED REPRESENTATIVE, OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate hoider is an ADDITIONAL INSURED, the policy(ies) must 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 doses not confer rights to the certificate holder in lieu of such endorsernent(s). PRODUCER Crystal & Company CISC Insurance Services LLC 32 Old Slip New York NY 10005 INSURED_ .. Palermo TT Holdings, Inc 9477 Waples, Smite 100 San' Diego CA 92121 �a�tP" ,Jonathan Thomas (A/C,NNo,Extl. 415-045-7500 iArC:.Nof 415 046 7a50 1a5 cr stalco.com ADDRESS, i olnatltan tt7OITy INSURERISI AFFORDING COVERAGE NAIL 18 INSURER A:Indlan Harbor Insurance Company 35040 TTHOLD INSURERS Valley Forge Insurance Company 20508 INSURER :National Fare Insurance Company of 20478 ...Company INSURER D�Ccntlnental Casualty ..... 2C443 INSURER E r..rt\It=0AnI=Q n'9=RTMtrA,Tr_ Nil lnM4MPID- I7iiAdrC i791I , 01=111cie`eai Nil vaaczcD- THIS IS TO CERTIFYTHAT THE POLICIES OF INSURANCE LISTED 19EI 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 CONDITION'S OF SUCH POLICIES- LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS, INSR ADEL SUBR .... _._.. POLICY EFP POLICY EXP TYPE OF INSURANCE LTR _ _ INSD WVD POLICY NUMBER: MMIDDlYYYY MMlODfYYYY LIMITS P X COMMERCIAL GENERAL LIABILITY 6024533045 5I1/2016 5/112017 FACHOCCCURRENCE $1,000,000 CLAIMS -MADE X OC'ICUR DAMAGE TOR NTEG..... PRPASES.Ea31,000000..... MED EdP (,Arty one pereum) 315,000 PERSONAL M ADV INJURY .S1.000,000 ..S2,000,O�00 GEr L AGGhFE'3A7E LIMIT APPLIES PER GENERAL A0,GPEGATE JECT X L 01 - PRODUCTS - COM PIOP AGG S2,000 000 C AUTOMOBILE LIABILITY 53 6024,i�3a5£h/1r2,r�16 5r1re rr1 r l'INC,LE LIMN • '1,saa,u2r1 `Ea a< �iJFC, X ANY AUTO PODIL'( ILUURr (,P,?r pars+om K AULC7SfhuHLti ,x UT,',iCI BODILY INAJRY(Per,accident) S__.... NON -OWNED X HIRED AiITJS X _.... __.. _...... l�AhlVr Gp ptO ' pRcdenf 1 ....'C_. X UMBRELLA LCAS X OCCUR 6024533093 5/1t20IS 5/1/2017 LACH OC'CAJRREN(,E 510,000,0010 EXCESS LIAR CLAIMS -MADE 4f3Gk.EC,4rE *10,000.00:0 DED RIETENTION,5 C1 WORKERS COMPENSATION 5024533076 - 5/1/2016 5/II2017 X PER CTH.: D AND EMPLOYERS' LIABILITY Y/N 6024533062 511/2016 5f 1/2017 STATUTE Ef; _. A1V PRC7PRIETORY AR I NE 'R L(ECLTIVE ------'... E.I.. EACH ACCIDENT 11,000 000 ()FFICER'+MEMSER-XCCLUDED'v N r A (Mandatary Ira NH) E.L. DISEASE - EA EMPL.(DYEE 1;1,0001000 If tnrler DESCRIPTiOri OF OPERATIONS below L_L CIS EASE POLICY LIMI T 31,000,000 A Tech Professsnnal Llah MTP003220001 51112016 511/20/7 5,000 000 Each Claim Retroactive Date 1/U102 5.000,000 Aggregate Claims Made t00.000 Retention DESCRIPTION OF OPERATIONS I LOCATIONS d VEHICLES IACORD 101, Additional Remarks Schedule, may be attached if more space is required) City of Santa Ali@ its officers, employees, agents volunteers and representatives is included as Additional Insured as required by written contract, but limited to the operations of the Insured under said contract, per the applucable endorsement with respect to the General Liability and Automobile Liability policies. 4�, 4/ I - CM I II -HA I t MULULK UANGELLA I IUN City of Santa. Ana SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE y THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN 60 Civic Center Plaza ACCORDANCE WITH THE POLICY PROVISIONS. Santa Ana, CA 92701-0000, AUTHORIZED REPRESENTATIVE R " @ 1988-2014 ACORD CORPORATION. All rights reserved. ACORD 25 (2014/0'1') The ACORD name and logo are registered marks of ACORD Palermo TT Holdings, Inc. M1 TT Holdings TT Holdings Il, Inc, TriTech Holdings, Inc., a Delaware Corporation Information Management Corporation TriTech Emergency Medical Systems Canada ULC TriTech Emergency Medical Systems, Inc. TriTech Delaware, LLC Vision Enterprises, Inc, Visions Acquisition, Inc, VisionAir, Inc. Voyager, Inc. Palermo Finance Corporation Tiburon, Inc. Xanalys Corporation Geo911, Inc. Masys Corporation TriTech Software Systems, a California Corporation TriTech Software Corporation, a Delaware Corporation Tiburon Limited Xanalys Corporation Geo Mobile, Inc. Compudyne Corporation Zuercher Technologies, LLC Law Enforcement Technology Group, LLC The Omega Group CNA71526XX (Ed. 10/12) It is understood and agreed that this endorsement amends the BUSINESS AUTO COVERAGE FORM as follows: ,Qaor� Name of Additional Insured Person Or Oroanization SEE ENDORSEMENT 1, Paragraph A.1. Who Is An Insured of Section 11 — LIABILITY COVERAGE is amended to include as an additional insured the person or organization scheduled above, but only if you are required by "written contract" to make that person or organization an additional insured under this policy, 2. The insurance provided to the additional insured is limited as follows: a. The person or organization is an additional insured only with respect to "bodily injury" or "property damage" arising out of a covered "auto" and caused by your negligent acts or omissions or the negligent acts or omissions of someone, other than the additional insured, for whom you are legally liable. b. The person or organization is not an additional insured for the person or organization's own acts or omissions, nor those of anyone, other than you, for whom the person or organization is legaily liable. c. We will not provide the additional insured any broader coverage or any higher limit of liability than the least that is: (1) Required by the "written contract"; or (2) Afforded to you under this policy. 3. Condition 2. Duties In the Event of Accident, Claim, Suit or Loss of Section IV — BUSINESS AUTO CONDITIONS is amended to add the following conditions applicable to the additional insured: An additional insured under this endorsement will as soon as practicable: a. Give us written notice of an "accident" which may result in a claim or "suit" under this insurance,, and of any claim or "suit" that does result; lb. Agree to make avaiiabie any other insurance the additional insured has for a loss we cover under this policy; c. Send us copies of all legal papers received, and otherwise cooperate with us in the investigation, defense, or settlement of the claim or "suit"; and d. Tender the defense and indemnity of any claim or "suit" to any other insurer or self insurer whose policy or program applies to a loss we cover under this policy. But if the "written contract" requires this insurance to be primary and non-contributory, this provision d. does not apply to insurance on which the additional insured is a Named Insured. We have no duty to defend or indemnify an additional insured under this endorsement until we receive from the additional insured written notice of a "suit." 4. Only for the purpose of the insurance provided by this endorsement, SECTION V — DEFINITIONS is amended to add the following definition: "Written contract" means a written contract or written agreement that requires you to make a person or organization an additional insured under this policy, provided the contract or agreement: 1. Is currently in effect or becomes effective during the term of this policy; and 2. Was executed prior to the accident for which the additional insured seeks coverage under this policy. CNA71526XX (10/12) Policy No: 6024533059 Page I of 2 Endorsement No: Effective Date: 05/01/20�16 Insured Name: PALERMO TT HOLDINGS, INC. Copyright CNA All Rights Reserved. All other terms and conditions of the Policy remain unchanged. Material used with permission of W Properties, Inc CNA71526XX (10/12) Page 2 of 2 Policy No: Endorsement No: Effective Date: Insured Name: PALERMO TT HOLDINGS, INC. CNA71526XX (Ed, 10/12) 6024533059 05/01/2016 Copyright CNA Ali Rights Reserved. CNA71527XX CNA (Ed. 10112) ADDITIONAL INSURED - PRIMARY AND NON-CONTRIBUTORY It is understood and agreed that this endorsement amends the BUSINESS AUTO COVERAGE FORM' as follows: 9191M Name of Additional Insured Persons Or Organizations 1. In conformance with paragraph A.I.c. of Who Is An Insured of Section 11 — LIABILITY COVERAGE, the person or organization scheduled above is an insured under this policy. 2. The insurance afforded to the additional insured under this policy will apply on a primary and non-contributory basis if you have committed it to be so in a written contract or written agreement executed prior to the date of the "accident" for which the additional insured seeks coverage under this policy. All other terms, and conditions of the Policy remain unchanged, CNA71527XX (10/12) Page 1 of 1 Insured Name: PALERMO IT HOLDINGS, INC. Copyright CNA All Rights Reserved. Policy No: 60245330. Endorsement No: Effective Date: 05/01/2016 POUCY NUMBER� 6024533059 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: 11-.; !611111 as] in 110101:44EW-11:41 0TAILA11MR01KINIQ With 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: PALE1 10 TT HOLDINGS, INC. Endorsement Effective Date: 05/01/2016 Name(s) Of Person(s) Or Organ ization(s): ANY PERSON OR ORGANIZATION FOR, WHOM OR WHICH YOU ARE REQUIRED BY WRITTEN CONTRACT OR AGREEMENT TO OBTAIN THIS WAIVER FROM US. YOU MUST AGREE TO THAT REQUIREMENT PRIOR. TO LOSS, 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 44 10 13 Copyright, insurance Services Office, Inc., 2011 Page 1 of 1 CNAPARAMOUN I Technology General Liability Extension Endorsemer-I a. WHO IS AN INSURED is amended to include as an Insured any person or organization described in paragraphs A. through K. below whom a Named Insured is required to add as an additional insured on this Coverage Part under a written contract or written agreement, provided such contract or agreement: (1) is currently in effect or becomes effective during the term of this Coverage Part; and (2) was executed prior to: (a) the bodily injury or property damage; or (b) the offense that caused the personal and advertising injury, for which such additional insured seeks coverage, b. However, subject always to the terms and conditions of this policy, including the limits of insurance, the Insurer will not provide such additional insured with: (1) a higher limit of insurance than required by such contract or agreement; or (2) coverage broader than required by such contract or agreement, and in no event broader than that described by the applicable paragraph A. through K. below. Any coverage granted by this endorsement shall apply only to the extent permissible by law. Any person or organization with a controlling interest in a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury arising out of: 1. such person or organization's financial control of a Named Insured; or 2. premises such person or organization owns, maintains or controls while a Named Insured leases or occupies such premises; provided that the coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. A co-owner of a premises co -owned by a Named Insured and covered under this insurance but only with respect to such co -owner's liability for bodily injury, property damage or personal and advertising injury as co-owner of such premises. Any person or organization that has granted a franchise to a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury as grantor of a franchise to the Named Insured. D. Lessor of Equipment Any person or organization from whom a Named Insured leases equipment, but only with respect to liability for bodily injury, property damage or personal and advertising injury caused, in whole or in part, by the Named Insured's maintenance, operation or use, of such equipment, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. E. Lessor of Land C NA74872XX (1- 15) Policy No: 6024533045 Page 2 of 14 Endorsement No: 6 VALLEY FORGE INSURANCE COMPANY Effective Date: 05/01/2016 Insured Name: PALERMO 'IT HOLDINGS, TNC. Copyright CNA All Rights Reserved. Includes copyrighted matehar of Insurance Services Office, Inc, with its permission 61 CRA PARAMOUN Technology General Liabty Extension Endorsernel Any person or organization from whom a Named Insured leases land but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership, maintenance or use of such land, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising: injury takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. An owner or lessor of premises leased to the Named Insured, or such owner or lessor's real estate manager, but only with respect to liability for bodily injury, property damage or personal and' advertising injury arising out of the ownership, maintenance or use of such part of the premises leased to the Named Insured, and provided that the occurrence giving rise to such bodily injury or property damage, or the offense giving rise to such personal and advertising injury, takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. A mortgagee, assignee or receiver of premises but only with respect to such mortgagee, assignee or receiver's liability for bodily injury, property damage or personal and advertising injury arising out of the Named Insured's ownership, maintenance, or use of a premises by a Named Insured. The coverage granted by this paragraph does not apply to structural alterations, new construction or demoliUon operations performed by, on behalf of, or for such additional insured. A state or governmental agency or subdivision or political subdivision that has issued a permit or authorization but only with respect to Such state or governmental agency or subdivision or political subdivision's liability for bodily injury, property damage or personal and advertising injury arising out of: 1. the following hazards in connection with premises a Named Insured owns, rents, or controls and to which this insurance applies: the existence, maintenance, repair, construction, erection, or removal of advertising signs, awnings, canopies, cellar entrances, coal holes, driveways, manholes, marquees, hoistaway openings, sidewalk vaults, street banners, or decorations and similar exposures; or b. the construction, erection, or removal of elevators; or c. the ownership, maintenance or use of any elevators covered by this insurance; or 2. the permitted or authorized operations performed by a Named Insured or on a Named Insured's behalf. The coverage granted by this paragraph does not apply to: a. Bodily injury, property damage or personal and advertising injury arising Out of operations performed for the state or governmental agency or subdivision or political subdivision; or b. Bodily injury or property damage included within the products -completed operations hazard. With respect to this provision's requirement that additional insured status must be requested under a written contract or agreement, the Insurer will treat as a written contract any governmental permit that requires the Named Insured to add the governmental entity as an additional insured. I. Trade Show Event Lessor With respect to a Named Insured's participation in a trade show event as an exhibitor, presenter or displayer, any person or organization whom the Named Insured is required to include as an additional CNA74 8 72XX (1 - 15) Policy No: 602z1533045 Page 3 of 14 Endorsement No: 6 VALLEY FORGE INSUIRANCE COMPANY Effective Date: 05/01/2016 Insured Name: PALERMO TT HCLDINSS, TNC, Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission, CNA PARAMOUN— 'Technology General Liability Extension Endorsernerl insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury caused by: a,, the Named Insured's acts or omissions; or b, the acts or omissions of those acting on the Named Insured's behalf, in the performance of the Named Insured's ongoing operations at the trade show event premises during the trade show event. 2. The coverage granted by this paragraph does not apply to bodily injury or property damage included within the products-cornpleted operations hazard. Any person or organization but only with respect to such person or organization's liability for bodily injury or property damage arising out of your products which are distributed or sold in the regular course of such person or organization's business, provided that: 1, The coverage granted by this paragraph does not apply to: a. bodily injury or property damage for which Such person or organization is obligated to pay damages by reason of the assumption of liability in a contract or agreement unless such liability exists in the absence of the contract or agreement; b. any express warranty unauthorized by the Named Insured; c. any physical or chemical change in any product made intentionally by such person or organization; d. repackaging, except when unpacked solely for the purpose of inspection, demonstration, testing, or the substitution of parts under instructions from the manufacturer, and then repackaged in the original container; e. any failure to make any inspections, adjustments, tests or servicing that such person or organization has agreed to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products; f. demonstration, installation, servicing or repair operations, except such operations performed at such person or organization's premises in connection with the sale of a product; g. products which, after distribution or sale by the Named Insured, have been labeled or relabeled or used as a container, part or ingredient of any other thing or substance by or for such person or organization; or h. bodily injury or property damage arising out of the sole negligence of such person or organization for its own acts or omissions or those of its employees or anyone else acting on its behalf. However, this exclusion does not apply to: (1) the exceptions contained in Subparagraphs d. or f. above,; or (2) such inspections, adjustments, tests or servicing as such person or organization has agreed with the Named" Insured to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products. 2. This Paragraph J. does not apply to any insured person or organization, from whom the Named Insured has acquired such products, nor to any ingredient, part or container, entering into, accompanying or containing such products. 3. This Paragraph J. also does not apply: a. to any vendor specifically scheduled as an additional insured by endorsement to this Coverage Part; b. to any of your products for which coverage is excluded by endorsement to this Coverage Part; nor CNA74872XX (1 -15) Policy No: 60121533045 Page 4 of 14 Endorsement No: 6 VALLEY FORGE INSURANCE COMPANY Effective Date: 05/01/2016 Insured Name: PALERMO TT HOLDINGS, INC. Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Sermces Dtfiw,, Inc, with its penoiSSiCo. CNAPARAMOUN Technology General Liability Extension Endorsernel c. if bodily injury or property damage included within the products -completed operations hazard is excluded by endorsement to this Coverage Part. Any person or organization who is not an additional insured under Paragraphs A. through J. above. Such additional insured is an Insured solely for bodily injury, property damage or personal and advertising injury for which such additional insured is liable because of the Named Insured's acts or omissions. The coverage granted by this paragraph does not apply to any person or organization: I.. who is specifically scheduled as an additional insured on another endorsement to this Coverage Part; nor 2. for bodily injury or property damage included within the products -completed operations hazard except to the extent all of the following apply: a. this Coverage Part provides such coverage; b. the written contract or agreement described in the opening paragraph of this ADDITIONAL INSUREDS Provision requires the Named Insured to provide the additional insured such coverage; and c. the bodily injury or property damage results from your work that is the subject of the written contract or agreement, and such work has not been excluded by endorsement to this Coverage Part. A. The Other Insurance Condition in the COMMERCIAL GENERAL LIABILITY CONDITIONS Section is amended to add the following paragraph� If the Named Insured has agreed in writing in a contract or agreement that this insurance is primary and non- contributory relative to an additional insureds own insurance, then this insurance is primary, and the Insurer will not seek contribution from that other insurance. For the purpose of this Provision 2, the additional insured's own insurance means insurance on which the additional insured is a named insured. B. With respect to persons or organizations that qualify as additional insureds pursuant to paragraph 1.,K. of this endorsement, the following sentence is added to the paragraph above: Otherwise, and notwithstanding anything to the contrary elsewhere in this Condition, the insurance provided to such person or organization is excess of any other insurance available to such person or organization. Under DEFINITIONS, the definition of bodily injury is deleted and replaced by the following: Bodily injury means physical injury, sickness or disease sustained by a person, including death, humiliation, shock, mental anguish or mental injury sustained by that person at any time which results as a consequence of the physical injury, sickness or disease. E, = Under CONDITIONS, the condition entitled Duties in The Event of Occurrence, Offense, Claim or Suit Condition is amended to add the following provisions: The Named Insured must give the Insurer or the Insurer's authorized representative notice of an occurrence, offense or claim only when the occurrence, offense or claim is known to a natural person Named Insured, to a partner, executive officer, manager or member of a Named Insured, or to an employee designated by any of the above to give such notice. B. NOTICE OF OCCURRENCE C NA74872XX (1 - 15) Policy No: 6024533045 Page 5 of 14 Endorsement No: 6 VALLEY FORGE INSURANCE COMPANY Effective Date: 05/01/2016 Insured Name: PALZRMO TT HOLDTMGS, INC. Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc, with Its Pe"`ni$SlOnr CNA CNAPARAMOUN I I Technology General Liability Extension Endorsemel Under CONDITIONS, the condition entitled Transfer Of Rights Of Recovery Against Others To Us is amended to add the following; The Insurer waives any right of recovery the Insurer may have against any person or organization because of payments the Insurer makes for injury or damage arising out of: 1. the Named Insured's ongoing operations; or 2. your work included in the products -completed operations hazard. However, this waiver applies only when the Named Insured has agreed in writing to waive such rights of recovery in a written contract or written agreement, and only if such contract or agreement: 1. is in effect or becomes effective during the term of this Coverage Part; and 2. was executed prior to the bodily injury, property damage or personal and advertising injury giving rise to the claim, All other terms and conditions of the Policy remain unchanged. This endorsement, which forms a part of and is for attachment to the Policy issued by the designated Insurers, takes effect on the effective date of said Policy at the hour stated in said Policy, unless another effective date is shown below, and expires concurrently with said Policy. CNA74872XX (1 - 15) Page 14 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, Copyright CNA All Rights Reserved. Policy No: 6024533045 Endorsement No: 6 Effective Date: 05/01/2016 INC. includes copyrighted materiol of insurance Services Office, Inc, with its permission. WORKERS' COM PENSATIONIAND EMPLOYERS' LIABILITY INSURANCE POLICY BLANKET WAIVER OF OUR RIGHT TO RECOVER FROM 0TV&PS This endorsement changes the policy to which it is attached. It is agreed that Part One Workers' Compensation Insurance G. Recovery From Others and Part Two Employers' Liability Insurance H. Recovery From Others are amended by adding the following: We will not enforce our right to recover against persons or organizations, (This agreement applies only to the extent that you perform work under a written contract that requires you to obtain this agreement from us,) PREMIUM CHARGE - $328 The charge will be an amount to which you and we agree that is a percentage of the total standard premium for California exposure. The amount is 2,%, G-19160-6 Page 1 of I (Ed. 11/97) Additional InSUred - State or Governmental Agency or SUbdivision or Political Subdivision: - Permits or Authorizations Endorsement This endorsement modifies insurance provided Under the followirg: COMMERCIAL GENERAL LIABILITY COVERAGE PART SCHEDULE State Or Governmental Agency, Or Subdivision Or Political Subdivision: The City of Santa Ana its Officers, employees, agents, Volunteers and representatives. City of Santa 60 Civic Center Plaza Santa Ana, CA 92701 -0000 Intormation required to oornptiete this Schedule, if not shown above, will be shown in the Declarations, It is understood and agreed as follows: A. The WHO IS, AN INSURED is amended to add as an Insured any state or governmental agency Or Subdivision or political subdivision shown in the Schedule that has issued a permit or authorization for operations performed by or on behalf of the Named lnSUred, but only with respect to bodily injury, property damage or personal and advertising injury arising out of the permitted or authorized operations. However, if coverage for the additional insured is, required by written contract or written agreement, subject always to the terms and conditions of this policy, including the limits of insurance the Insurer will not provide Such additional insured with: 1. coverage broader than required by Such contract or agreement-, or Z a higher limit of insurance than required by such contract or agreement. S. This insurance provided to the additional insured does not apply to: 1, bodily injury, property damage or personal and advertising injury arising out of operations performed for the federal government, state Or Municipality, or 2, bodily injury or property damage inducted within the products -completed operations hazard. All other terms and conditions of the Policy remain unchanged. This endorsement, which forms a part of and is for attachment to the Policy Issued by the designated Insurers, takes effect on the effective date of said Policy at the hour stated in said Policy, unless another effective date is shown below, and expires concurrently with said Policy. CNA74739XX (1-15) Page 1 of 1 National Fire Insurance of Hartford Insured Panne: Palermo TT Holdings, Inc CLipyright CND Alt Rights Reserved Policy No: 6024533045 Endorsement No: 1 Effective Date: 05/0112016 IIICLides copyrighted mMedal of Insufance Se[vices Office Inc with its permission A� R" CERTIFICATE OF LIABILITY INSURANCE HATE IMMlDD1YYYY) ATE(M �� 5/2017 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 endorsements . PRODUCER CONTACT Jonathan Thomas GISG Insurance Services LLG PHONE 415-946-7500 FAX 15-946-7550 License f#0K19767 32 Old slip A-2015-252 EMAIL Jonathan.thomas@Mstalco.com ADDRM' INSURER S AFFORDING COVERAGE NAIL # New York NY 10005 INSURERA:Natianal Fire Insurance Company of 20478 INSURED TTHOLD INSURER B;Valley Forge Insurance Company 20508 INSURER C: Continental Casualty Company 20443 Palermo TT Holdings, Inc. 9477 Waples, Suite 100 INSUR€RD:Indian Harbor Insurance CoTpanY 36940 San Diego, CA 92121 INSURER E : INSURER F : COVERAGES CERTIFICATE NUMBER:20053803351 REVISION NUMBER: 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 LTR TY'PE.OF INSURANCE INSD WVD POLICY NUMBER POLICY EFF MM/DD/YYYY POLICY EXP MM1DDIYYYY LIMITS B X COMMERCIAL GENERAL LIABILITY 6024533045 5/1/2017 5/112018 EACH OCCURRENCE.. $1,000.,000 X OCCUR DAMAGE PREMSESOEaaNccuo'ce $1,000,000 _:ACLAIMS-MADE EXP IAny one person)_ $15,000 _MED PERSONAL BADVINJURY S1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $2,000,000 POLICY 1-1PRC- JECT [E LOC PRODUCTS - COMP/OP AGO $2,000„000 $ OTHER: A AUTC/Mf]BILEU 6024533059 5/1I2017 5/112018 C11ABILITY Ea accidentNED SINGLE LIMIT $1,000,000 'BODILY INJURY (Per person) $ X ANY AUTO OWNED X SCHEDULED AUTOS ONLY AUTOS X BODILY INJURY (Per accident) $ HVRED NON -OWNED AUTOS ONLY X AUTOS ONLY PROPERTY DAMAGE Per accident $ X $ A X UMBRELLA LIAB X OCCUR 6024533093 511/2017 5/1/2018 EACH OCCURRENCE, $10,000,000 AGGREGATE $10,000,000 EXCESS LIAB CLAIMS -MADE DED RETENTION S $ C C WORKERS COMPENSATION AND EMPLOYERS" LIABILITY YIN ANY PROPRIETOR/PARTNER/EXECUTIVE 6024533062 6024533076 5/1/2017 5/1/2017 5/1/2018 5/l /2018 X IPER STATUTE ORH-, E,L EACH ACCIDENT $1,000.,000 OFFICERIMEMBER EXCLUDED? u N / A (Mandatory in NH) E.L. DISEASE - EA EMPLOYEE $1,000,000 If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT $1,000,000 D Tech Professional Liab MTP9032.20002 5/1/2017 5/1/2018 5,000,000 Each Claimloco. Retroactive Date 1/1/92 5,000,000 Aggregate Claims Made 100,000 Retention DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES (ACORD 101„ Additional. Remarks Schedule, may he attached if more space is required) The City of Santa Ana its officers, employees, agents, volunteers and representatives are included as Additional Insured as required by written contract, but limited to the operations of the Insured under said Contract, per the applicable endorsement with respect to the General Liability and Automobile Liability policies. CERTIFIGAT E HOLDERR, The City of Santa Ana 60 CIVIC Center Plaza Santa Ana, CA 92701-0000 ELLA I IUN SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE U 1988-2015 ACORD CORPORATION. All rights reserved. ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD Named Insured Schedule 911 Mapping Systems, Inc. Compudyne Corporation EmergiTech, LLC Geo Mobile, I!nc. Geo911, Inc, Information Management Corporation Law Enforcement Technology Group, LLC Masys Corporation Palermo Finance Corporation Palermo TT Holdings, Inc, The Omega Group Tiburon Limited Tiburon, Inc. TriTech Delaware, LLC TriTech Emergency Medical Systems Canada ULC TriTech Emergency Medical Systems, Inc, TriTech Holdings, Inc., a Delaware Corporation TriTech Software Corporation, a Delaware Corporation TriTech Software Systems, a California Corporation TT Holdings 1, Inc. TT Holdings 11, Inc. Vision Enterprises, Inc, VisionAir, Inc. Visions Acquisition, Inc. Voyager, Inc. Xanalys Corporation Xanalys Corporation Zuercher Technologies, LLC CNA71526XX (Ed. 10/12) SCHEDULE 1. Paragraph A.1, Who I's An Insured of Section 11 — LIABILITY COVERAGE is amended to include as an additional insured the person or organization scheduled above, but only if you are required by 'Written contract" to make that person or organization an additional insured under this policy. 2. The insurance provided to the additional insured is limited as follows: a. The person or organization is an additional insured only with respect to "bodily injury" or "property damage" arising out of a covered "auto" and caused by your negligent acts or omissions or the negligent acts or omissionis of someone, other than the additional insured, for whom you are legally liable. b. The person or organization is not an additional insured for the person or organization's own acts or omissions, nor those of anyone, other than you, for whom the person or organization is legally liable. c. We will not provide the additional insured any broader coverage or any higher limit of liability than the least that is: (1) Required by the 'Written contract"; or (2) Afforded to you under this policy, 3. Condition 2, Duties In the Event of Accident, Claim, Suit or Loss of Section IV — BUSINESS AUTO CONDITIONS is amended to add the following conditions applicable to the additional insured: An additional insured under this endorsement will as soon as practicable: a. Give us written notice of an "accident" which may result in a claim or "suit" under this insurance, and of any claim or "suit' that does result; b. Agree to make available any other insurance the additional insured has for a loss we cover under this policy; c. Send us copies of all legal papers received, and otherwise cooperate with us in the investigation, defense, or settlement of the claim or "suit"; and d. Tender the defense and indemnity of any claim or "Suit" to any other insurer or self insurer whose policy or program applies to a loss we cover under this policy. But if the 'Written contract" requires this insurance to be primary and non-contributory, this provision d. does not apply to insurance on which the additional insured is a Named Insured. We have no duty to defend or indemnify an additional insured under this endorsement until we receive from the additional insured written notice of a "suit," 4. Only for the purpose of the insurance provided by this endorsement, SECTION V — DEFINITIONS is amended to add the following definition: 'Written contract" means a written contract or written agreement that requires you to make a person or organization an additional insured under this policy, provided the contract or agreement: 1. Is currently in effector becomes effective during the term Of this policy; and 2. Was executed prior to the accident for which the additional insured seeks coverage under this policy. CNA71526XX (10/12) Policy No: Page 1 of 2 Endorsement No: Insured Name: PALERMO TT HOLDINGS, zits. Effective Date: 05/01/2017 Copyright CNA All Rights Reserved. CNA71526XX (Ed. 10/12) AdI other terms and conditions of the Policy remain unchanged. Material used with permission of ISO Properties, Inc CNA71526XX (110/12) Page 2 of 2 Insured Name: PALERMO TT HOLDINGS, INC. Policy No: Endorsement No: Effective Date: 05/01/2017 Copyright CNA Anp Rights Reserved. CNA CNA71527XX (Ed. 10/12) ADDITIONAL INSURED - PRIMARY AND NON-CONTRIBUTORY It is understood and agreed that this endorsement amends the BUSINESS AUTO COVERAGE FORM as follows: SCHEDULE EName of Additional Insured Persons Or Organizations SEE NDORSEMENT 1. In conformance with paragraph A.l.c. of Who Is An Insured of Section 11 — LIABILITY COVERAGE, the person or organization scheduled above is an insured under this policy. 2. The insurance afforded to the additional insured under this policy will apply on a primary and non-contributory basis if you have committed it to be so in a written contract or written agreement executed prior to the date of the "accident" for which the additional insured seeks coverage under this policy. All other terms and conditions of the Policy remain unchanged. CNA71527XX (10/12) Page 1 of 1 Insured Name: PALERMO TT HOLDTNGS, TNC. Copyright CNA ABG Rights Reserved, Policy No: Endorsement No: Effective Date: 05/01/2017 POLICY NUMBER: COMMERCIAL AUTO CA 04 " 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 With 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: PALERMO TT HOLDINGS, INC. Endorsement Effective Date: 05/01/2017 SCHEDULE Narne(s) Of Person(s) Or Organization(s): ANY PERSON OR ORGANIZATION FOR WHOM OR WHICH YOU ARE REQUIRED BY WRITTEN CONTRACT OR AGREEMENT TO OBTAIN THIS 'WAIVER FROM US. YOU MUST AGREE TO THAT REQUIREMENT PRIOR TO LOSS. 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 4410 13 Copyright, Insurance Services Office, Inc., 2011 Page 1 of 1 CNA CNA PARAMOUNT Technology General Liability Extension Endorsement a. WHO IS AN INSURED is amended to include as an Insured any person or organization described in paragraphs A. through K. below whom a Named Insured is required to add as an additional insured on this Coverage Part under a written contract or written agreement, provided such contract or agreement: (1) is currently in effect or becomes effective during the term of this Coverage Part; and (2) was executed prior to: (a) the bodily injury or property damage; or (b) the offense that caused the personal and advertising injury, for which such additional insured seeks coverage. b. However, subject always to the terms and conditions of this policy, including the limits of insurance, the Insurer will not provide such additional insured with: (1) a higher limit of insurance than required by such contract or agreement; or (2) coverage broader than required by such contract or agreement, and in no event broader than that described by the applicable paragraph A. through K. below. Any coverage granted by this endorsement shall apply only to the extent permissible by law. A. Controlling Interest Any person or organization with a controlling interest in a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury arising out of'. such person or organization's financial control of a Named Insured; or 2. premises such person or organization owns, maintains or controls while a Named Insured leases or occupies such premises; provided that the coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. B. Co-owner of Insured Premises A co-owner of a premises co owned by a Named Insured and covered under this insurance but only with respect to such co -owner's liability for bodily injury, property damage or personal and advertising injury as co-owner of such premises. C, Grantor of Franchise Any person or organization that has granted a franchise to a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury as grantor of a franchise to the Named Insured. D. Lessor of Equipment Any person or organization from whom a Named Insured leases equipment, but only with respect to liability for bodily injury, property damage or personal and advertising injury caused, in whole or in part, by the Named Insured's maintenance, operation or use of such equipment, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. CNA74872XX (1-15) Page 2 of 14 VALLEY FORGE INSURANCE COMPANY Insured Narne: PALERMO TT HOLDING- S, copyright CNA All Rights Reserved, INC. Policy No: 6024533045 Endorsement No: 7 Effective Date: 05/01/2017 includes copyrighted material of Insurance Services Office, Inc., with its pormissien. CNA CNA PARAMOUNT I Technology General Liability Extension Endorsement E. Lessor of Land Any person or organization from whom a Named Insured leases land but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership, maintenance or use of such land, provided that the, occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. F. Lessor of Premises An owner or lessor of premises ]eased to the Named Insured, or such owner or lessor's real estate manager, but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership, maintenance or use of such part of the premises leased to the Named Insured, and provided that the occurrence giving rise to such bodily injury or property damage, or the offense giving rise to such personal and advertising injury, takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured, G. Mortgagee, Assignee or Receiver A mortgagee, assignee or receiver of premises but only with respect to such mortgagee, assignee or receiver's liability for bodily injury, property damage or personal and advertising injury arising out of the Named Insured's ownership, maintenance, or use of a premises by a Named Insured. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. H. State or Governmental Agency or Subdivision or Political Subdivisions — Permits A state or governmental agency or subdivision or political subdivision that has issued a permit or authorization but only with respect to such state or governmental agency or subdivision or political subdivision's liability for bodily injury, property damage or personal and advertising injury arising out of: the following hazards in connection with premises a Named Insured owns, rents, or controls and to which this insurance applies: a. the existence, maintenance, repair, construction, erection, or removal of advertising signs, awnings, canopies, cellar entrances, coal holes, driveways, manholes, marquees,, hoistaway openings, sidewalk vaults, street banners, or decorations and similar exposures; or b. the construction, erection, or removal of elevators; or c. the ownership, maintenance or use, of any elevators covered by this insurance; or 2. the permitted or authorized operations performed by a Named Insured or on a Named Insured's behalf. The coverage granted by this paragraph does not apply to: a. Bodily injury, property damage or personal and advertising injury arising out of operations performed for the state or governmental agency or subdivision or political subdivision; or b. Bodily injury or property damage included within the products -completed operations hazard. With respect to this provision's requirement that additional insured status must be requested under a written contract or agreement, the Insurer wilt treat as a written contract any governmental permit that requires the Named Insured to add the governmental entity as an additional insured. Page 3 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, Copyright CNA All Rights Reserved- INC. PolicyNo: 6024533045 Endorsement No: 7 Effective Date: 05/01/2017 Includes copyrighted mtorial of Insurance Services Office, Inc., with ills perrnissiorl. CNA CNA PARAMOUNT Technology General Liability Extension Endorsement I. Trade Show Event Lessor With respect to a Named Insured's participation in a trade show event as an exhibitor, presenter or displayer, any person or organization whom the Named Insured is required to include as an additional insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury caused by: a. the Named Insured's acts or omissions; or b. the acts or omissions of those acting on the Named Insured's behalf, in the performance of the Named Insured's ongoing operations at the trade show event premises during the trade show event. 2. The coverage granted by this paragraph does not apply to bodily injury or property damage included within the Products -completed operations hazard, J. Vendor Any person or organization but only with respect to such person or organization's liability for bodily injury or property damage arising out of your products which are distributed or sold in the regular course of such person or organization's business, provided that: 1. The coverage granted by this paragraph does not apply to: a. bodily injury or property damage for which such person or organization is obligated to pay damages by reason of the assumption of liability in a contract or agreement unless such liability exists in the absence of the contract or agreement; b. any express warranty unauthorized by the Named Insured; c. any physical or chemical change in any product made intentionally by such person or organization; d. repackaging, except when unpacked solely for the purpose of inspection, demonstration, testing, or the substitution: of parts under instructions from the manufacturer, and then repackaged in the original container; e. any failure to make any inspections, adjustments, tests or servicing that such person or organization has agreed to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products; f. demonstration, installation, servicing or repair operations, except such operations performed at such person or organization's premises in connection with the sale of a product; g. products which, after distribution or sale by the Named Insured, have been labeled or relabeled or used as a container, part or ingredient of any other thing or substance by or for such person or organization; or h. bodily injury or property damage arising out of the sole negligence of such person or organization for its own acts or omissions or those of its employees or anyone else acting on its behalf. However, this exclusion does not apply to: (1) the exceptions contained in Subparagraphs d. or f. above; or (2) such inspections, adjustments, tests or servicing as such person or organization has agreed with the Named Insured to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products. 2. This Paragraph J. does not apply to any insured person or organization, from whom the Named Insured has acquired such products, nor to any ingredient, part or container, entering into, accompanying or containing such products. CNA74872XX (1-15) Page 4 of 14 VALLEY FORGE, INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, Copyright CNA All Rights Reserved. INC Policy No: 60245330415 Endorsement No: 7 Effective Date: 05/01/2017 IndUcles Copyrighted rnaterial of Irlsurance Serv4ces Office, k1c., with is permission. CNA PARAMOUNT Technology General Liability Extension Endorsement 3. This Paragraph J. also does not apply; a. to any vendor specifically scheduled as an additional insured by endorsement to this Coverage Part; b. to any of your products for which coverage is excluded by endorsement to this Coverage Part; nor c. if bodily injury or property damage included within the products -completed operations hazard is excluded by endorsement to this Coverage Part, K. Other Person Or Organization/ Your Work Any person or organization who is not an additional insured under Paragraphs A. through J. above. Such additional insured is an Insured solely for bodily injury, property damage or personal and advertising injury for which such additional insured is liable because of the Named Insured's acts or omissions. The coverage granted by this paragraph does not apply to any person or organization: 1. who is specifically scheduled as an additional insured on another endorsement to this Coverage Part; nor 2. for bodily injury or property damage included within the products -completed operations hazard except to the extent all of the following apply: a. this Coverage Part provides such coverage; b. the written contract or agreement described in the opening paragraph of this ADDITIONAL INSUREDS Provision requires the Named Insured to provide the additional insured such coverage;and c. the bodily injury or property damage results from your work that is the subject of the written contract or agreement, and such work has not been excluded by endorsement to this Coverage Part. 2. ADDITIONAL INSURED -PRIMARY AND NON-CONTRIBUTORY TO ADDITIONAL INSURED'S INSURANCE A. The Other Insurance Condition in the COMMERCIAL GENERAL LIABILITY CONDITIONS Section is amended to add the following paragraph: If the Named Insured has agreed in writing in a contract or agreement that this insurance is primary and non- contributory relative to an additional insured's own insurance, then this insurance is primary, and the Insurer will not seek contribution from that other insurance. For the purpose of this Provision 2., the additional insured's own insurance means insurance on which the additional insured is a named insured. B. With respect to persons or organizations that qualify as additional insureds pursuant to paragraph 1.K. of this endorsement, the following sentence is added to the paragraph above: Otherwise, and notwithstanding anything to the contrary elsewhere in this Condition, the insurance provided to such person or organization is excess of any other insurance available to such person or organization. 3. BODILY INJURY —EXPANDED DEFINITION Under DEFINITIONS, the definition of bodily injury is deleted and replaced by the following: Bodily injury means physical injury, sickness or disease sustained by a person, including death, humiliation, shock, mental anguish or mental injury sustained by that person at any time which results as a consequence of the physical injury, sickness or disease, 4. BROAD KNOWLEDGE OF OCCURRENCE/ NOTICE OF OCCURRENCE Under CONDITIONS, the condition entitled Duties in The Event of Occurrence, Offense, Claim or Suit Condition is amended to add the following provisions: A. BROAD KNOWLEDGE OF OCCURRENCE CNA74872XX (11 - 15) Page 5 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERNTO TT HOLDINGS, Copyright CPA All Rights Reserved. INC, Policy No: 6024533045 Endorsement No: 7 Effective Date: 05/01/2017 Includes wpyrighted material of Insurance Services Office, Inc., with its permission, CNA CNA PARAMOUNT Technology General Liability Extension Endorsement A. is included within the General Aggregate Limit as described in LIMITS OF INSURANCE; and B. applies excess over any valid and collecfible property insurance available to the Insured, including any deductible applicable to such insurance; the Other Insurance condition is changed accordingly. If the Named Insured unintentionally fails to disclose all existing hazards at the inception date of the Named Insured's Coverage Part, the Insurer will not deny coverage under this Coverage Part because of such failure. Under CONDITIONS, the condition entitled Transfer Of Rights Of Recovery Against Others To Us is amended to add the following: The Insurer waives any right of recovery the Insurer may have against any person or organization because of payments the Insurer makes for injury or damage arising out of: 1. the Named Insured's ongoing operations; or 2. your work included in the products -completed operations hazard. However, this waiver applies only when the Named Insured has agreed in wdting to waive such rights of recovery in a written contract or written agreement, and only if such contract or agreement: 11. is in effector becomes effective during the term of this Coverage Part; and 2. was executed prior to the bodily injury, property damage or personal and advertising injury giving rise to the claim. All other terms and conditions of the Policy remain unchanged. This endorsement, which forms a part of and is for attachment to the Policy issued by the, designated Insurers, takes effect on the effective date of said Policy at the hour stated in said Policy, unless another effective date is shown below, and expires concurrently with said Policy. C N A748 72XX (1 - 15) Page 14 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO IT HOLDINGS, Copyright CNA All Rights Reserved. TNC. Policy No: 6024533043 Endorsement No: 7 Effective Date: 05/01/2017 Includes copyrighted nXiterial of Insurance Services Office, inc., with its permission, Workers Compensation And Employers Liability Insurance CNA Policy Erv]orsetnent ....... ........ .. ............. ........ ..... ....... - .. . . .. ...... . ..... This endorsement changes the policy to which it is attached. It is agreed that Part One - Workers' Compensation Insurance G. Recovery From Others and Part Two - Employers' Liability Insurance H. Recovery From Others are amended by adding the following: We will not enforce our right to recover against persons or organizations. (This agreement applies only to the extent that you perform work under a written contract that requires you to obtain this agreement from us.) PREMIUM CHARGE - Refer to the Schedule of Operations The charge will be an amount to which you and we agree that is a percentage of the total standard premium for California exposure. The amount is 2%. All other terms and conditions of the policy remain unchanged. This endorsement, which forms a part of and is for attachment to the policy issued by the designated Insurers, takes effect on the Policy Effective Date of said policy at the, hour stated in said policy, unless another effective date (the Endorsement Effective Date) is shown below, and expires concurrently with said policy unless another expiration date is shown below. Form No: G-1 9160-8 (11-1997) Policy No: WC 6 24533062 Endorsement Effective Date: Endorsement Expiration Date: Policy Effective Date: 05/0112017 Endorsement No: 2; Page: 1 of 1 Policy Page: 33 of 47 Underwriting Company: The Continental Insurance Company, 333 S Wabash Ave, Chicago, tL 60604 0 Copyright CNA All Rights Reserved. CERTIFICATE OF LIABILITY INSURANCE DATE (MMIDDIYYYY) 5/3/2018 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 CIBC Insurance Services LLC License #OK19767 32 Old Slip New York NY 10005 INSURED Palermo TT Holdings, Inc. 9477 Waples, Suite 100 San Diego, CA 92121 TTHOLD Jonathan Thomas .n. 415-946-7500 Fire Insurance COVERAGES CERTIFICATE NUMBER: 554250430 REVISION NUMBER: 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 DDL -UEST POLICY EFF POLICY El(P LTR TYPE O F IN SO RANCE INSD WND POLICY NUMBER MMDD/YYYY MM/DD/YYYYI UNITS 8 X COMMERCIAL GENERAL LIABILITY 6024533045 511/2018 5I12019 E.ACHOCCURRENCE $1,000,000 %t PREEMSE$(Eit CLAIMS -MADE OCCUR - — ) S1.000OOD MED UP (Any one person) $15.000 PERSONAL SADV INJURY $1,000,00D GENL AGGREGATE LIMIT APPLIES PER: GENERALAGGREGATE $2.000,000 POLICY PRO- X LOC JECT PRODUCTS -COMPIOP AGG $2.000.000 OTHER: $ A AUTOM081LELIABIUTY 6124533059 5/12D18 5/12019 _ COM8INEDSINGLE LIMIT 41000000 (Ea a¢den) _ X ANY AUTO BODILY INJURY(Parpereon) $ X OWNED X SCHEDULED BODILY INJURY (Per accident) $ AUTOS ONLY AUTOS X HIRED X NON -OWNED PROPERTY DAMAGE $ _AUTOS ONLY _AUTOS ONLY fPer accldmH) _ C X UMBRELLALIAB X OCCUR 6024533093 5/12018 5/12019 EACH OCCURRENCE S110.000.000 EXCESS UAB CLAIMS -MADE AGGREGATE $ 10,000,000 DED RETENTION $ $ D WORKERS COMPENSATION 6024533062 5/112018 5/112019 X FEK STATUTE ORH D AND EMPLOYERS' LIABILITY YIN 6024533076 5/12018 5/12019 ANYPROPRIETORIPARTNER/EXECUTIVE E.L. EACH ACCIDENT $1.000,000 OFFICER/MEMBER EXCLUDED? ❑ NIA - - (Mandatory in NH) E.L. DISEASE - EA EMPLOYEEI $1,000,0D0 If yes, descnbe under DESCRIPTION OF OPERATIONS below E.L. DISEASEPOLICYLIMIT $1,000,000 E Tech Pmf. LUabaiy/E&OICyber MTP903220003 5n/201a 5A2019 S5MI$5M OWAUIXemle F Exess Tech Prof. PRX10012944000 5/1/2018 SI12019 S5M xs $5M E.'a I sI Claims MadelRelro Date 1/1192 $100,000 Retention DESCRIPTION OF OPERATIONS I LOCATIONS / VEHICLES (ACORD 101, AdaRional Remarks Schedule, maybe attached If more space Is required) ole✓i'eilwe,,� by 70K jS 17ukAN The City of Santa Ana 60 Civic Center Plaza Santa Ana, CA 92701-0000 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE ACORD 25 (2016/03) n 1988-2015 The ACORD name and logo are registered marks of ACORD All rights reserved- AGENCY CUSTOMER ID: TTHOLD LOC #: ,a�oRo ADDITIONAL REMARKS SCHEDULE Page 1 of 1 AGENCY CIBC Insurance Services LLC NAMED INSURED Palermo TT Holdings, Inc. 9477 Waples, Suite 100 San Diego, CA 92121 POLICY NUMBER CARRIER 7-1C CODE EFFECTIVE DATE: ADDITIONAL REMARKS THIS ADDITIONAL REMARKS FORM IS A SCHEDULE TO ACORD FORM, FORM NUMBER: 25 FORM TITLE: CERTIFICATE OF LIABILITY INSURANCE Named Insured Schedule: 911 Mapping Systems, Inc. Admit Computer Services, Inc. dba IMPACT Compudyne Corporation EmergiTech, LLC Geo Mobile, Inc. Geo911, Inc. Information Management Corporation Law Enforcement Technology Group, LLC Masys Corporation Metro Technology Services, Inc. Palermo Finance Corporation Palermo TT Holdings, Inc. Public Safety Systems, Inc. The Omega Group Tiburon Limited Tiburon, Inc. TriTech Delaware, LLC TriTech Emergency Medical Systems Canada ULC TriTech Emergency Medical Systems, Inc. TriTech Holdings, Inc., a Delaware Corporation TriTech Software Corporation, a Delaware Corporation TriTech Software Systems, a California Corporation TT Holdings I, Inc. TT Holdings II, Inc. Vision Enterprises, Inc. VisionAir, Inc. Visions Acquisition, Inc. Voyager, Inc. Xanalys Corporation Zuercher Technologies, LLC The City of Santa Ana its officers, employees, agents, volunteers and representatives are included as Additional Insured as required by written contract, but limited to the operations of the Insured under said contract, per the applicable endorsement with respect to the General Liability and Automobile Liability policies. ACORD 101 (2008/01) © 2008 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD CNA CNA71526XX (Ed. 10/12) ADDITIONAL INSURED ENDORSEMENT - CONTRACTUAL OBLIGATION It is understood and agreed that this endorsement amends the BUSINESS AUTO COVERAGE FORM as follows: SCHEDULE Name of Additional Insured Person Or Organization SEE ENDORSEMENT 1. Paragraph A.1. Who Is An Insured of Section II — LIABILITY COVERAGE is amended to include as an additional insured the person or organization scheduled above, but only if you are required by "written contract" to make that person or organization an additional insured under this policy. 2. The insurance provided to the additional insured is limited as follows: a. The person or organization is an additional insured only with respect to "bodily injury" or "property damage" arising out of a covered "auto" and caused by your negligent acts or omissions or the negligent acts or omissions of someone, other than the additional insured, for whom you are legally liable. b. The person or organization is not an additional insured for the person or organization's own acts or omissions, nor those of anyone, other than you, for whom the person or organization is legally liable. c. We will not provide the additional insured any broader coverage or any higher limit of liability than the least that is: (1) Required by the "written contract"; or (2) Afforded to you under this policy. 3. Condition 2. Duties In the Event of Accident, Claim, Suit or Loss of Section IV — BUSINESS AUTO CONDITIONS is amended to add the following conditions applicable to the additional insured: An additional insured under this endorsement will as soon as practicable: a. Give us written notice of an "accident" which may result in a claim or "suit" under this insurance, and of any claim or "suit" that does result; 0 b. Agree to make available any other insurance the additional insured has for a loss we cover under this policy; c. Send us copies of all legal papers received, and otherwise cooperate with us in the investigation, defense, or settlement of the claim or "suit"; and d. Tender the defense and indemnity of any claim or "suit" to any other insurer or self insurer whose policy or program applies to a loss we cover under this policy. But if the "written contract" requires this insurance to be primary and non-contributory, this provision d. does not apply to insurance on which the additional insured is a Named Insured. We have no duty to defend or indemnify an additional insured under this endorsement until we receive from the additional insured written notice of a "suit." 4. Only for the purpose of the insurance provided by this endorsement, SECTION V — DEFINITIONS is amended to add the following definition: "Written contract" means a written contract or written agreement that requires you to make a person or organization an additional insured under this policy, provided the contract or agreement: 1. Is currently in effect or becomes effective during the term of this policy; and 2. Was executed prior to the accident for which the additional insured seeks coverage under this policy. CNA71526XX (10/12) Policy No: 6024533059 Page 1 of 2 Endorsement No: Effective Date: 0 5 / 01 / 2 018 Insured Name: PALERMO TT HOLDINGS, INC. Copyright CNA All Rights Reserved. CNA71526XX (Ed. 10/12) All other terms and conditions of the Policy remain unchanged. Material used with permission of ISO Properties, Inc CNA71526XX (10/12) Page 2 of 2 Policy No: Endorsement No: Effective Date: 6024533059 05/01/2018 Insured Name: PALERMO TT HOLDINGS INC. Copyright CNA All Rights Reserved. 527 CNA CN(Ed1 10/12 ADDITIONAL INSURED - PRIMARY AND NON-CONTRIBUTORY It is understood and agreed that this endorsement amends the BUSINESS AUTO COVERAGE FORM as follows: SCHEDULE Name of Additional Insured Persons Or Organizations ANY PERSON OR ORGANIZATION THAT YOU ARE REQUIRED BY WRITTEN CONTRACT OR WRITTEN AGREEMENT TO NAME AS AN ADDITIONAL INSURED 1. In conformance with paragraph A.1.c. of Who Is An Insured of Section II — LIABILITY COVERAGE, the person or organization scheduled above is an insured under this policy. 2. The insurance afforded to the additional insured under this policy will apply on a primary and non-contributory basis if you have committed it to be so in a written contract or written agreement executed prior to the date of the "accident" for which the additional insured seeks coverage under this policy. All other terms and conditions of the Policy remain unchanged. CNA71527XX (10/12) Page 1 of 1 Policy No: 6024533059 Endorsement No: Effective Date: 0 5 / 01 / 2 018 Insured Name: PALERMO TT HOLDINGS, INC. Copyright CNA All Rights Reserved. POLICY NUMBER: 6024533059 COMMERCIAL AUTO CA04441013 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 With 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: PALERMO TT HOLDINGS., INC. Endorsement Effective Date: 0 5 / 01 / 2 018 SCHEDULE Name(s) Of Person(s) Or Organization(s): ANY PERSON OR ORGANIZATION FOR WHOM OR WHICH YOU ARE REQUIRED BY WRITTEN CONTRACT OR AGREEMENT TO OBTAIN THIS WAIVER FROM US. YOU MUST AGREE TO THAT REQUIREMENT PRIOR TO LOSS. Information required to complete this Schedule, if not shown above, will be shown in the Declarations. 0 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 4410 13 Copyright, Insurance Services Office, Inc., 2011 Page 1 of 1 CNA CNA PARAMOUNT Technology General Liability Extension Endorsement 1. ADDITIONAL INSUREDS a. WHO IS AN INSURED is amended to include as an Insured any person or organization described in paragraphs A. through K. below whom a Named Insured is required to add as an additional insured on this Coverage Part under a written contract or written agreement, provided such contract or agreement: (1) is currently in effect or becomes effective during the term of this Coverage Part; and (2) was executed prior to: (a) the bodily injury or property damage; or (b) the offense that caused the personal and advertising injury, for which such additional insured seeks coverage. b. However, subject always to the terms and conditions of this policy, including the limits of insurance, the Insurer will not provide such additional insured with: (1) a higher limit of insurance than required by such contract or agreement; or (2) coverage broader than required by such contract or agreement, and in no event broader than that described by the applicable paragraph A. through K. below. Any coverage granted by this endorsement shall apply only to the extent permissible by law. A. Controlling Interest Any person or organization with a controlling interest in a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury arising out of: 1. such person or organization's financial control of a Named Insured; or 2. premises such person or organization owns, maintains or controls while a Named Insured leases or occupies such premises; provided that the coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. B. Co-owner of Insured Premises A co-owner of a premises co -owned by a Named Insured and covered under this insurance but only with respect to such co -owner's liability for bodily injury, property damage or personal and advertising injury as co-owner of such premises. C. Grantor of Franchise Any person or organization that has granted a franchise to a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury as grantor of a franchise to the Named Insured. D. Lessor of Equipment Any person or organization from whom a Named Insured leases equipment, but only with respect to liability for bodily injury, property damage or personal and advertising injury caused, in whole or in part, by the Named Insured's maintenance, operation or use of such equipment, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. CNA74872XX (1-15) Page 2 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, Copyright CNA All Rights Reserved. Policy No: 6024533045 Endorsement No: 8 Effective Date: 0 5 / 01 / 2 018 INC. Includes copyrighted material of Insurance Services Office, Inc., with its permission. N LO N LO 0 co co N O CD LO 0 0 0 N O 0 0 CNA CNA PARAMOUNT Technology General Liability Extension Endorsement E. Lessor of Land Any person or organization from whom a Named Insured leases land but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership, maintenance or use of such land, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. F. Lessor of Premises An owner or lessor of premises leased to the Named Insured, or such owner or lessor's real estate manager, but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership, maintenance or use of such part of the premises leased to the Named Insured, and provided that the occurrence giving rise to such bodily injury or property damage, or the offense giving rise to such personal and advertising injury, takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. G. Mortgagee, Assignee or Receiver A mortgagee, assignee or receiver of premises but only with respect to such mortgagee, assignee or receiver's liability for bodily injury, property damage or personal and advertising injury arising out of the Named Insured's ownership, maintenance, or use of a premises by a Named Insured. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. H. State or Governmental Agency or Subdivision or Political Subdivisions — Permits A state or governmental agency or subdivision or political subdivision that has issued a permit or authorization but only with respect to such state or governmental agency or subdivision or political subdivision's liability for bodily injury, property damage or personal and advertising injury arising out of: 1. the following hazards in connection with premises a Named Insured owns, rents, or controls and to which this insurance applies: a. the existence, maintenance, repair, construction, erection, or removal of advertising signs, awnings, canopies, cellar entrances, coal holes, driveways, manholes, marquees, hoistaway openings, sidewalk vaults, street banners, or decorations and similar exposures; or b. the construction, erection, or removal of elevators; or c. the ownership, maintenance or use of any elevators covered by this insurance; or 2. the permitted or authorized operations performed by a Named Insured or on a Named Insured's behalf. The coverage granted by this paragraph does not apply to: a. Bodily injury, property damage or personal and advertising injury arising out of operations performed for the state or governmental agency or subdivision or political subdivision; or b. Bodily injury or property damage included within the products -completed operations hazard. With respect to this provision's requirement that additional insured status must be requested under a written contract or agreement, the Insurer will treat as a written contract any governmental permit that requires the Named Insured to add the governmental entity as an additional insured. CNA74872XX (1-15) Page 3 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, INC. Policy No: 6024533045 Endorsement No: 8 Effective Date: 0 5 / 01 / 2 018 Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. CNA CNA PARAMOUNT Technology General Liability Extension Endorsement I. Trade Show Event Lessor 1. With respect to a Named Insured's participation in a trade show event as an exhibitor, presenter or displayer, any person or organization whom the Named Insured is required to include as an additional insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury caused by: a. the Named Insured's acts or omissions; or b. the acts or omissions of those acting on the Named Insured's behalf, in the performance of the Named Insured's ongoing operations at the trade show event premises during the trade show event. 2. The coverage granted by this paragraph does not apply to bodily injury or property damage included within the products -completed operations hazard. J. Vendor Any person or organization but only with respect to such person or organization's liability for bodily injury or property damage arising out of your products which are distributed or sold in the regular course of such person or organization's business, provided that: 1. The coverage granted by this paragraph does not apply to: a. bodily injury or property damage for which such person or organization is obligated to pay damages by reason of the assumption of liability in a contract or agreement unless such liability exists in the absence of the contract or agreement; b. any express warranty unauthorized by the Named Insured; c. any physical or chemical change in any product made intentionally by such person or organization; d. repackaging, except when unpacked solely for the purpose of inspection, demonstration, testing, or the substitution of parts under instructions from the manufacturer, and then repackaged in the original container; e. any failure to make any inspections, adjustments, tests or servicing that such person or organization has agreed to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products; f. demonstration, installation, servicing or repair operations, except such operations performed at such person or organization's premises in connection with the sale of a product; g. products which, after distribution or sale by the Named Insured, have been labeled or relabeled or used as a container, part or ingredient of any other thing or substance by or for such person or organization; or h. bodily injury or property damage arising out of the sole negligence of such person or organization for its own acts or omissions or those of its employees or anyone else acting on its behalf. However, this exclusion does not apply to: (1) the exceptions contained in Subparagraphs d. or f. above; or (2) such inspections, adjustments, tests or servicing as such person or organization has agreed with the Named Insured to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products. 2. This Paragraph J. does not apply to any insured person or organization, from whom the Named Insured has acquired such products, nor to any ingredient, part or container, entering into, accompanying or containing such products. CNA74872XX (1-15) Page 4 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, INC. Policy No: 6024533045 Endorsement No: 8 Effective Date: 0 5 / 01 / 2 018 Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. M N 0 co co N O to 0 0 N O O O CNA CNA PARAMOUNT Technology General Liability Extension Endorsement 3. This Paragraph J. also does not apply: a. to any vendor specifically scheduled as an additional insured by endorsement to this Coverage Part; b. to any of your products for which coverage is excluded by endorsement to this Coverage Part; nor c. if bodily injury or property damage included within the products -completed operations hazard is excluded by endorsement to this Coverage Part. K. Other Person Or Organization / Your Work Any person or organization who is not an additional insured under Paragraphs A. through J. above. Such additional insured is an Insured solely for bodily injury, property damage or personal and advertising injury for which such additional insured is liable because of the Named Insured's acts or omissions. The coverage granted by this paragraph does not apply to any person or organization: 1. who is specifically scheduled as an additional insured on another endorsement to this Coverage Part; nor 2. for bodily injury or property damage included within the products -completed operations hazard except to the extent all of the following apply: a. this Coverage Part provides such coverage; b. the written contract or agreement described in the opening paragraph of this ADDITIONAL INSUREDS Provision requires the Named Insured to provide the additional insured such coverage; and c. the bodily injury or property damage results from your work that is the subject of the written contract or agreement, and such work has not been excluded by endorsement to this Coverage Part. 2. ADDITIONAL INSURED - PRIMARY AND NON-CONTRIBUTORY TO ADDITIONAL INSURED'S INSURANCE A. The Other Insurance Condition in the COMMERCIAL GENERAL LIABILITY CONDITIONS Section is amended to add the following paragraph: If the Named Insured has agreed in writing in a contract or agreement that this insurance is primary and non- contributory relative to an additional insured's own insurance, then this insurance is primary, and the Insurer will not seek contribution from that other insurance. For the purpose of this Provision 2., the additional insured's own insurance means insurance on which the additional insured is a named insured. B. With respect to persons or organizations that qualify as additional insureds pursuant to paragraph 1.K. of this endorsement, the following sentence is added to the paragraph above: Otherwise, and notwithstanding anything to the contrary elsewhere in this Condition, the insurance provided to such person or organization is excess of any other insurance available to such person or organization. 3. BODILY INJURY — EXPANDED DEFINITION Under DEFINITIONS, the definition of bodily injury is deleted and replaced by the following: Bodily injury means physical injury, sickness or disease sustained by a person, including death, humiliation, shock, mental anguish or mental injury sustained by that person at any time which results as a consequence of the physical injury, sickness or disease. 4. BROAD KNOWLEDGE OF OCCURRENCE/ NOTICE OF OCCURRENCE Under CONDITIONS, the condition entitled Duties in The Event of Occurrence, Offense, Claim or Suit Condition is amended to add the following provisions: A. BROAD KNOWLEDGE OF OCCURRENCE CNA74872XX (1-15) Page 5 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, INC. Policy No: 6024533045 Endorsement No: 8 Effective Date: 0 5 / 01 / 2 018 Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. CNA CNA PARAMOUNT Technology General Liability Extension Endorsement A. is included within the General Aggregate Limit as described in LIMITS OF INSURANCE; and B. applies excess over any valid and collectible property insurance available to the Insured, including any deductible applicable to such insurance; the Other Insurance condition is changed accordingly. 20. UNINTENTIONAL FAILURE TO DISCLOSE HAZARDS If the Named Insured unintentionally fails to disclose all existing hazards at the inception date of the Named Insured's Coverage Part, the Insurer will not deny coverage under this Coverage Part because of such failure. 21. WAIVER OF SUBROGATION - BLANKET Under CONDITIONS, the condition entitled Transfer Of Rights Of Recovery Against Others To Us is amended to add the following: The Insurer waives any right of recovery the Insurer may have against any person or organization because of payments the Insurer makes for injury or damage arising out of: 1. the Named Insured's ongoing operations; or 2. your work included in the products -completed operations hazard. However, this waiver applies only when the Named Insured has agreed in writing to waive such rights of recovery in a written contract or written agreement, and only if such contract or agreement: 1. is in effect or becomes effective during the term of this Coverage Part; and 2. was executed prior to the bodily injury, property damage or personal and advertising injury giving rise to the claim. All other terms and conditions of the Policy remain unchanged. This endorsement, which forms a part of and is for attachment to the Policy issued by the designated Insurers, takes effect on the effective date of said Policy at the hour stated in said Policy, unless another effective date is shown below, and expires concurrently with said Policy. CNA74872XX (1-15) Page 14 of 14 VALLEY FORGE INSURANCE COMPANY Insured Name: PALERMO TT HOLDINGS, Copyright CNA All Rights Reserved. Policy No: 6024533045 Endorsement No: 8 Effective Date: 0 5 / 01 / 2 018 INC. Includes copyrighted material of Insurance Services Office, Inc., with its permission. CNA Workers Compensation And Employers Liability Insurance Policy Endorsement II BUNKET WAIVER OF OUR RIGHT TO RECOVER FROM OTHERS This endorsement changes the policy to whim It is attached It Is agreed that Part One - Workers' Compensation Insurance G. Recovery From Others and Part Two - Employers' Liability Insurance H. Recovery From Others are amended by adding the following'. We will not enforce our right to recover against persona or organizations. (This agreement applies only to the extentthat you perform woad under a written contract that requires you to obtain this agreement from us.l PREMIUM CHARGE - Refer to the Schedule of Operations The charge will be an amount to whim you and we agree that Is a percentage of the total standard premium for California exposure. The amount Is 2% All other terms and conditions of the policy remain unchanged. This endorsement, whim farms a part of and Is for attammentto the policy issued by the designated Insurers, raises effect on the Policy Effective Date of said policy atthe hour stated in said policy, unless another effective date (the Endorsement Effective Date) Is shown below, and expires concurrently with said policy unless pother expiration date Is shown below. d )SO AS A MATTER OF INFORMATION 6YAND CONFERS NO RIGHTS UPON AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE. COVERAI TE OF. INSURANCE DOES NOT CONSTITUTE: A CONTRACT BETWEEN THE IS rsgcrnnru: n statement on 14$4762 Soperion, L reTeelTnDingitls, LLC 1NB rs� oaituier [Rl dsuraD.tl CtlmfA - b"apurflln, LLv' - TriTB❑h Snitiaare Systems I�tauRaRn. R1ntrNUSINESSCGNTTRDR.........--- _ _- Galce-MgyFL.3?74G ;wa ERF, Z ��INSURER F � COVERAGES RAMH!'UT7 e'I7PTICIr ATFRiII%4.eti. rxrnn., THI III TD CERTIFY THAT THE POLICIES OF INDICATED. NOTWITHSTANDING ANY REOUIREMENT CERTIFICATE MAY BE 18SU80 �OR MAY PERTAIN, EXCLUSIQNS ANDCONOMbRS y9F SUCH POLICIES. fNSR .• ___ AP T TYPE.OF INSURANCE A lX COMMERCIAL GENERAL LIABILITYY OCCUR --- u vv kn INSURANCE LISTED SELO" HAVE BEEN ISSUED TO TERM OR CONDITION OF MY CONTRACTOR THE INSURANCE AFFORDEp H1` THE POLICIES LIMITS SHOWRTMAY HAVE BEENAMLICED BY �R� ••_-_......„.___ POLICYN J a R - LICE` FR IOb !!!I N R1YS148111,2 REVISION,NUMSER: THE INSURED NA ED ABOVE FOR THE. POLIGY PERIOD OTHER: DOCUMENT'TH TR6PEOT TO YYHICH TFHS DESCRIBED HEREIN IS SUBJEBT TO ?3LL THE TERKA$; PAID CLAIMS. PtlLICYE ❑ YY LIMITS _ p. i00 tr, „WHO. LINKMECLAWAIIDE pREMISES MEDExp hvy RR rwra ' 1, 5 000 :.. OEML AOGRE((GAIt PER, PER NAL„_,., & ADV INJURY $ J 00a&00 {_ V OENCRALAGyREYtATE j 7 pLI�MIT-AP((PLIE��S pOlk7Y i '�.� LOC $ _..__._ _ono �12g QTHER qq }PROOl7O7S • CRIIRI0PAqqL 11,010,000 A ` AD OMD@ILE LIABILITY. N ANYAUTO OWMED I SCHEDULED Nj fzR727$937q. i 9011301E ` $�1(�m(1?d 103 ecI nSINOLEL NI $:ttrn nn RODILYINJURYIRar uarpy]) 8 y�, I-.. OSYAUT+13iBODILY AUTQSUN4YPROacckMn&m:S INJURY(Pe .Wd¢nl) S $ONLY' QFP CDRbud;Sl nU E r _ !.DVO RRaLLA LIAe OCCUR ( I-NGTAPPLIC'ABLEESSLIAaf,G'LA(MS.OREDATE' �_� RETENT GNS _ 'TyORRERS _6d}33 '"-'"'•'-"""" OOMPENRATION AN❑BMPL6TEq$ GABIL/TY _ R ANYP OPRIE,TORIPARTMI:RlEAiOiInVE fl OPRICBR,'hTE&18ERExOLGOFA7 b11NfA {Ifyes.dapdqteYY tRwd N., b53 jCit; B+i ltTdt9 S4`t!}72J32�R61P 1, \L ): Ntli2ii l+] �� OT Rt Ff2(1:U. grER� Asm'E }} r`-'—'-^- 31S1t2U2t1 rl PACE ACCleErN'y '�3 '(xnQO OdO 0gSCRIII - &L ❑IBE115C-8AEMPLDVE@, IA,[]Mao— I1. cION antler ( OEBCRIPTION OF OPEIA D Bnelmr I .I L. -1 E.0(Or A$E.'POUCYr,iMIT y Q 0n.0nn ❑t:SeRIPTIONpF$PERAfl9NS iL17CATI0NS I VEHICLES (ACORO TR6 ❑H4TITICA118UPPh}E❑eS AGI PRf;`fIUCSLY IS5VPOLIieTLFICATL1iFORTilh4 iV1, 0.dtltllannl R"RO" aeNeaulo, 44Yb� atld4hnd lF[go(9 tIDLDER, APRLTi`hRl.83O rFICG\RRFERSLY5TtD gpexa isrequdetll iLY❑111R'1'OLICYTPJYdll Ut.611n Ni fiEp iLS@14>:{edpnd apj3❑It]r4?(Ip}}INilt1-UBIUeY59Y11]pIPYCh'S, tiatiilltyn❑sm olu uttfie❑(]CY4tinIT&ofd]a iR,;4un^ik andmare pRCnt9, Atld SnC(:G'_JSOtS pITt InC741dRd p5 onp.nt pRsaide t6o nruudnrnenlent SDlUs?CItP\CCU:, n0 AJ(hdelYhl ln5l4t'd R9II5 iTS11C64 to ISS]Lul-gr,tppmved .:by paticYTguage by,WLinsumecEspT]Jnr. - xr --n ' plzov €) PFRTIFIF.ATk Wni h1;R ...:_�.I-. 'is6nszs�s City OfSdnMAli&. 14'_t .v tl SHOULD ANY OF THE ABOVE DESCRIBED POUCIESEE CANCELLED BEPQRE. K'Sk Mana9fte Tt: dIVI81417 14 V F7 THE EXPIRATION DATE THrREOF, NOME! WILL BE DELIVERED IN 24CiV{GCNntCrPlazn,401ti 0 ACCORDANCEWITHTHEPOMCYPROVISIONS, SantOAna,CA.927QI ,ygq A p� �g�q�p p k9.1Yt�� A IyT. i.✓M1IY4E�S 7Mi iisr�n�lalnzl ,•w. .�.,,,,.,-----_RQ OOiRA'CI , 7$ll rights teseiu'Gd." y,,.-, avy aWJV.0 t❑urne OT AGVKV Attachment Code: D568356 Master ID: 1424762, Certificate ID: 15605283 1 N 1 To whom it may concern: In our continuing effort to provide timely certificate delivery, Lockton Companies is transitioning to paperless delivery of Certificates of Insurance. To ensure electronic delivery for future renewals of this certificate, we need your email address. Please contact us via one of the methods below, referencing Certificate ID 15605283. • Email: PacificeDelivery0lockton.com • Phone: (213) 689-2300 If you received this certificate through an internet link where the current certificate is viewable, we have your email and no further action is needed. In the event your mailing address has changed, will change in the future, or you no longer require this certificate, please let us know using one of the methods above. The above inbox is for automating electronic delivery of certificates only. Please do NOT send future certificate requests to this inbox. Thank you for your cooperation and willingness in reducing our environmental footprint. Lockton Insurance Brokers, LLC — Pacific Series Lockton Insurance Brokers, LLC License #OF 15767 777 S Figueroa Street, 52nd FI / Los Angeles, CA 90017-5524 213-689-0065 / FAX: 213-689-0550 lockton.com rti'l I Gen4ral Liability Extension Endorsement It is understood and agreed that this endorsement amends the COMMERCIAL GENERAL LIABILITY COVERAGE PART as follows. If any other endorsement attached to this policy amends any provision also amended by this endorsement, then that other endorsement controls with respect to such provision, and the changes made by this endorsement with respect to such provision do not apply. TABLE OF CONTENTS 1. Additional Insureds 2. Additional Insured - Primary And Non -Contributory To Additional Insured's Insurance 3. Bodily Injury— Expanded Definition 4. Broad Knowledge of Occurrence/ Notice of Occurrence 5. Broad Named Insured 6. Estates, Legal Representatives and Spouses 7. Expected Or Intended Injury — Exception for Reasonable Force 8. In Rem Actions 9. Incidental Health Care Malpractice Coverage 10. Joint Ventures/Partnership/Limited Liability Companies 11. Legal Liability — Damage To Premises 12. Medical Payments 13. Non -owned Aircraft Coverage 14. Non -owned Watercraft 15. Personal And Advertising Injury— Discrimination or Humiliation 16. Personal And Advertising Injury - Limited Contractual Liability 17. Property Damage - Elevators 18. Supplementary Payments 19. Property Damage — Patterns, Molds and Dies 20. Unintentional Failure To Disclose Hazards 21. Waiver of Subrogation — Blanket C NA74872XX (1-15) Policy No: 6072382367 Page 1 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31 /2019 Insured Name: CENTRALSQUARETECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. General Liabilitv Extension Endorsement 1. ADDITIONAL INSUREDS a. WHO IS AN INSURED is amended to include as an Insured any person or organization described in paragraphs A. through K. below whom a Named Insured is required to add as an additional insured on this Coverage Part under a written contract or written agreement, provided such contract or agreement: (1) is currently in effect or becomes effective during the term of this Coverage Part; and (2) was executed prior to: (a) the bodily injury or property damage; or (b) the offense that caused the personal and advertising injury, for which such additional insured seeks coverage. b. However, subject always to the terms and conditions of this policy, including the limits of insurance, the Insurer will not provide such additional insured with: (1) a higher limit of insurance than required by such contract or agreement; or (2) coverage broader than required by such contract or agreement, and in no event broader than that described by the applicable paragraph A. through K. below. Any coverage granted by this endorsement shall apply only to the extent permissible by law. A. Controlling Interest Any person or organization with a controlling interest in a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury arising out of: such person or organization's financial control of a Named Insured; or 2. premises such person or organization owns, maintains or controls while a Named Insured leases or occupies such premises; provided that the coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. B. Co-owner of Insured Premises A co-owner of a premises co -owned by a Named Insured and covered under this insurance but only with respect to such co -owner's liability for bodily injury, property damage or personal and advertising injury as co-owner of such premises. C. Grantor of Franchise Any person or organization that has granted a franchise to a Named Insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury as grantor of a franchise to the Named Insured. D. Lessor of Equipment Any person or organization from whom a Named Insured leases equipment, but only with respect to liability for bodily injury, property damage or personal and advertising injury caused, in whole or in part, by the Named Insured's maintenance, operation or use of such equipment, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. E. Lessor of Land Any person or organization from whom a Named Insured leases land but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership CNA74872XX (1-15) Policy No: 6072382367 Page 2 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31 /2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. WE Technology General Liability Extension Endorseme maintenance or use of such land, provided that the occurrence giving rise to such bodily injury, property damage or the offense giving rise to such personal and advertising injury takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. F. Lessor of Premises An owner or lessor of premises leased to the Named Insured, or such owner or lessor's real estate manager, but only with respect to liability for bodily injury, property damage or personal and advertising injury arising out of the ownership, maintenance or use of such part of the premises leased to the Named Insured, and provided that the occurrence giving rise to such bodily injury or property damage, or the offense giving rise to such personal and advertising injury, takes place prior to the termination of such lease. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. G. Mortgagee, Assignee or Receiver A mortgagee, assignee or receiver of premises but only with respect to such mortgagee, assignee or receiver's liability for bodily injury, property damage or personal and advertising injury arising out of the Named Insured's ownership, maintenance, or use of a premises by a Named Insured. The coverage granted by this paragraph does not apply to structural alterations, new construction or demolition operations performed by, on behalf of, or for such additional insured. H. State or Governmental Agency or Subdivision or Political Subdivisions — Permits A state or governmental agency or subdivision or political subdivision that has issued a permit or authorization but only with respect to such state or governmental agency or subdivision or political subdivision's liability for bodily injury, property damage or personal and advertising injury arising out of: 1. the following hazards in connection with premises a Named Insured owns, rents, or controls and to which this insurance applies: a. the existence, maintenance, repair, construction, erection, or removal of advertising signs, awnings, canopies, cellar entrances, coal holes, driveways, manholes, marquees, hoistaway openings, sidewalk vaults, street banners, or decorations and similar exposures; or b. the construction, erection, or removal of elevators; or c. the ownership, maintenance or use of any elevators covered by this insurance; or 2. the permitted or authorized operations performed by a Named Insured or on a Named Insured's behalf. The coverage granted by this paragraph does not apply to: a. Bodily injury, property damage or personal and advertising injury arising out of operations performed for the state or governmental agency or subdivision or political subdivision; or b. Bodily injury or property damage included within the products -completed operations hazard. With respect to this provision's requirement that additional insured status must be requested under a written contract or agreement, the Insurer will treat as a written contract any governmental permit that requires the Named Insured to add the governmental entity as an additional insured. I. Trade Show Event Lessor 1. With respect to a Named Insured's participation in a trade show event as an exhibitor, presenter or displayer, any person or organization whom the Named Insured is required to include as an additional insured, but only with respect to such person or organization's liability for bodily injury, property damage or personal and advertising injury caused by: CNA74872XX (1-15) Policy No: 6072382367 Page 3 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31/2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. Technoloqv General Liabilitv Extension a. the Named Insured's acts or omissions; or b. the acts or omissions of those acting on the Named Insured's behalf, in the performance of the Named Insured's ongoing operations at the trade show event premises during the trade show event. 2. The coverage granted by this paragraph does not apply to bodily injury or property damage included within the products -completed operations hazard. J. Vendor Any person or organization but only with respect to such person or organization's liability for bodily injury or property damage arising out of your products which are distributed or sold in the regular course of such person or organization's business, provided that: 1. The coverage granted by this paragraph does not apply to: a. bodily injury or property damage for which such person or organization is obligated to pay damages by reason of the assumption of liability in a contract or agreement unless such liability exists in the absence of the contract or agreement; b, any express warranty unauthorized by the Named Insured; c. any physical or chemical change in any product made intentionally by such person or organization; d. repackaging, except when unpacked solely for the purpose of inspection, demonstration, testing, or the substitution of parts under instructions from the manufacturer, and then repackaged in the original container; e. any failure to make any inspections, adjustments, tests or servicing that such person or organization has agreed to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products; If. demonstration, installation, servicing or repair operations, except such operations performed at such person or organization's premises in connection with the sale of a product; g. products which, after distribution or sale by the Named Insured, have been labeled or relabeled or used as a container, part or ingredient of any other thing or substance by or for such person or organization; or h. bodily injury or property damage arising out of the sole negligence of such person or organization for its own acts or omissions or those of its employees or anyone else acting on its behalf. However, this exclusion does not apply to: (1) the exceptions contained in Subparagraphs d. or f. above; or (2) such inspections, adjustments, tests or servicing as such person or organization has agreed with the Named Insured to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products. 2. This Paragraph J. does not apply to any insured person or organization, from whom the Named Insured has acquired such products, nor to any ingredient, part or container, entering into, accompanying or containing such products. 3. This Paragraph J. also does not apply: a. to any vendor specifically scheduled as an additional insured by endorsement to this Coverage Part; b. to any of your products for which coverage is excluded by endorsement to this Coverage Part; nor c. if bodily injury or property damage included within the products -completed operations hazard is excluded by endorsement to this Coverage Part. CNA748727(X (1-15) Policy No: 6072382367 Page 4 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08131 /2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Servlces Office, Inc., with Its permission. L i . Technology General Liability Extension K. Other Person Or Organization / Your Work Any person or organization who is not an additional insured under Paragraphs A. through J. above. Such additional insured is an Insured solely for bodily injury, property damage or personal and advertising injury for which such additional insured is liable because of the Named Insured's acts or omissions. The coverage granted by this paragraph does not apply to any person or organization: 1. who is specifically scheduled as an additional insured on another endorsement to this Coverage Part; nor 2, for bodily injury or property damage included within the products -completed operations hazard except to the extent all of the following apply: a. this Coverage Part provides such coverage; b. the written contract or agreement described in the opening paragraph of this ADDITIONAL INSUREDS Provision requires the Named Insured to provide the additional insured such coverage; and c. the bodily injury or property damage results from your work that is the subject of the written contract or agreement, and such work has not been excluded by endorsement to this Coverage Part. 2. ADDITIONAL INSURED - PRIMARY AND NON-CONTRIBUTORY TO ADDITIONAL INSURED'S INSURANCE A. The Other Insurance Condition in the COMMERCIAL GENERAL LIABILITY CONDITIONS Section is amended to add the following paragraph: If the Named Insured has agreed in writing in a contract or agreement that this insurance is primary and non-contributory relative to an additional insured's own insurance, then this insurance is primary, and the Insurer will not seek contribution from that other insurance. For the purpose of this Provision 2., the additional insured's own insurance means insurance on which the additional insured is a named insured. B. With respect to persons or organizations that qualify as additional insureds pursuant to paragraph I.K. of this endorsement, the following sentence is added to the paragraph above: Otherwise, and notwithstanding anything to the contrary elsewhere in this Condition, the insurance provided to such person or organization is excess of any other insurance available to such person or organization. 3. BODILY INJURY— EXPANDED DEFINITION Under DEFINITIONS, the definition of bodily injury is deleted and replaced by the following: Bodily injury means physical injury, sickness or disease sustained by a person, including death, humiliation, shock, mental anguish or mental injury sustained by that person at any time which results as a consequence of the physical injury, sickness or disease. 4. BROAD KNOWLEDGE OF OCCURRENCE/ NOTICE OF OCCURRENCE Under CONDITIONS, the condition entitled Duties in The Event of Occurrence, Offense, Claim or Suit Condition is amended to add the following provisions: A. BROAD KNOWLEDGE OF OCCURRENCE The Named Insured must give the Insurer or the Insurer's authorized representative notice of an occurrence, offense or claim only when the occurrence, offense or claim is known to a natural person Named Insured, to a partner, executive officer, manager or member of a Named Insured, or to an employee designated by any of the above to give such notice. B. NOTICE OF OCCURRENCE CNA74872XX (1-15) Policy No: 6072382367 Page 5 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31 /2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. A General Liability Extension Endorse The Named Insured's rights under this Coverage Part will not be prejudiced if the Named Insured fails to give the Insurer notice of an occurrence, offense or claim and that failure is solely due to the Named Insured's reasonable belief that the bodily injury or property damage is not covered under this Coverage Part. However, the Named Insured shall give written notice of such occurrence, offense or claim to the Insurer as soon as the Named Insured is aware that this insurance may apply to such occurrence, offense or claim. 5. BROAD NAMED INSURED WHO IS AN INSURED is amended to delete its Paragraph 3. in its entirety and replace it with the following: 3. Pursuant to the limitations described in Paragraph 4. below, any organization in which a Named Insured has management control: a. on the effective date of this Coverage Part; or b. by reason of a Named Insured creating or acquiring the organization during the policy period, qualifies as a Named Insured, provided that there is no other similar liability insurance, whether primary, contributory, excess, contingent or otherwise, which provides coverage to such organization, or which would have provided coverage but for the exhaustion of its limit, and without regard to whether its coverage is broader or narrower than that provided by this insurance. But this BROAD NAMED INSURED provision does not apply to: (a) any partnership or joint venture; or (b) any organization for which coverage is excluded by another endorsement attached to this Coverage Part. For the purpose of this provision, and of this endorsement's JOINT VENTURES / PARTNERSHIP I LIMITED LIABILITY COMPANIES provision, management control means: A. owning interests representing more than 50% of the voting, appointment or designation power for the selection of a majority of the Board of Directors of a corporation, or the members of the management board of a limited liability company; or B. having the right, pursuant to a written trust agreement, to protect, control the use of, encumber or transfer or sell property held by a trust. 4. With respect to organizations which qualify as Named Insureds by virtue of Paragraph 3. above, this insurance does not apply to: a. bodily injury or property damage that first occurred prior to the date of management control, or that first occurs after management control ceases; nor b. personal or advertising injury caused by an offense that first occurred prior to the date of management control or that first occurs after management control ceases. 5. The insurance provided by this Coverage Part applies to Named Insureds when trading under their own names or under such other trading names or doing -business -as names (dba) as any Named Insured should choose to employ. 6. ESTATES, LEGAL REPRESENTATIVES, AND SPOUSES The estates, heirs, legal representatives and spouses of any natural person Insured shall also be insured under this policy; provided, however, coverage is afforded to such estates, heirs, legal representatives, and spouses only for claims arising solely out of their capacity or status as such and, in the case of a spouse, where such claim seeks damages from marital community property, jointly held property or property transferred from such natural person Insured to such spouse. No coverage is provided for any act, error or omission of an estate, heir, legal representative, or spouse outside the scope of such person's capacity or status as such, provided however CNA74872)0((1-15) Policy No: 6072382367 Page 6 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31 /2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance services office, Inc., with its permission. Technology General Liability Extension E that the spouse of a natural person Named Insured and the spouses of members or partners of joint venture or partnership Named Insureds are Insureds with respect to such spouses' acts, errors or omissions in the conduct of the Named Insured's business. 7. EXPECTED OR INTENDED INJURY— EXCEPTION FOR REASONABLE FORCE Under COVERAGES, Coverage A — Bodily Injury And Property Damage Liability, the paragraph entitled Exclusions is amended to delete the exclusion entitled Expected or Intended Injury and replace it with the following: This insurance does not apply to: Expected or Intended Injury Bodily injury or property damage expected or intended from the standpoint of the Insured. This exclusion does not apply to bodily injury or property damage resulting from the use of reasonable force to protect persons or property. 8. IN REM ACTIONS A quasi in rem action against any vessel owned or operated by or for the Named Insured, or chartered by or for the Named Insured, will be treated in the same manner as though the action were in personam against the Named Insured. 9. INCIDENTAL HEALTH CARE MALPRACTICE COVERAGE Solely with respect to bodily injury that arises out of a health care incident: A. Under COVERAGES, Coverage A— Bodily Injury And Property Damage Liability, the Insuring Agreement is amended to replace Paragraphs 1.b.(1) and 1.b.(2) with the following: b. This insurance applies to bodily injury provided that the professional health care services are incidental to the Named Insured's primary business purpose, and only if: (1) such bodily injury is caused by an occurrence that takes place in the coverage territory. (2) the bodily injury first occurs during the policy period. All bodily injury arising from an occurrence will be deemed to have occurred at the time of the first act, error, or omission that is part of the occurrence; and B. Under COVERAGES, Coverage A — Bodily Injury And Property Damage Liability, the paragraph entitled Exclusions is amended to: i. add the following to the Employers Liability exclusion: This exclusion applies only if the bodily injury arising from a health care incident is covered by other liability insurance available to the Insured (or which would have been available but for exhaustion of its limits). ii. delete the exclusion entitled Contractual Liability and replace it with the following: This insurance does not apply to: Contractual Liability the Insured's actual or alleged liability under any oral or written contract or agreement, including but not limited to express warranties or guarantees. iii. add the following additional exclusions. This insurance does not apply to: CNA74872XX (1-15) Policy No: 6072382367 Page 7 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31/2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. i Technoloqv General Liabilitv Extension E Discrimination any actual or alleged discrimination, humiliation or harassment, that includes but shall not be limited to claims based on an individual's race, creed, color, age, gender, national origin, religion, disability, marital status or sexual orientation. Dishonesty or Crime Any actual or alleged dishonest, criminal or malicious act, error or omission. Medicare/Medicaid Fraud any actual or alleged violation of law with respect to Medicare, Medicaid, Tricare or any similar federal, state or local governmental program. Services Excluded by Endorsement Any health care incident for which coverage is excluded by endorsement. C. DEFINITIONS is amended to: add the following definitions: Health care incident means an act, error or omission by the Named Insured's employees or volunteer workers in the rendering of: a. professional health care services on behalf of the Named Insured or b. Good Samaritan services rendered in an emergency and for which no payment is demanded or received. Professional health care services means any health care services or the related furnishing of food, beverages, medical supplies or appliances by the following providers in their capacity as such but solely to the extent they are duly licensed as required: a. Physician; b. Nurse; c. Nurse practitioner; d. Emergency medical technician; e. Paramedic; f. Dentist; g. Physical therapist; h. Psychologist; i. Speech therapist; j. Other allied health professional; or Professional health care services does not include any services rendered in connection with human clinical trials or product testing. ii. delete the definition of occurrence and replace it with the following: Occurrence means a health care incident. All acts, errors or omissions that are logically connected by any common fact, circumstance, situation, transaction, event, advice or decision will be considered to constitute a single occurrence; CNA74872XX (1-15) Policy No: 6072382367 Page 8 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31/2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. W►'r General Liabilitv Extension Endorseme iii. amend the definition of Insured to: a. add the following: the Named Insured's employees are Insureds with respect to: (1) bodily injury to a co -employee while in the course of the co -employee's employment by the Named Insured or while performing duties related to the conduct of the Named Insured's business; and (2) bodily injury to a volunteer worker while performing duties related to the conduct of the Named Insured's business; when such bodily injury arises out of a health care incident. the Named Insured's volunteer workers are Insureds with respect to: (1) bodily injury to a co -volunteer worker while performing duties related to the conduct of the Named Insured's business; and (2) bodily injury to an employee while in the course of the employee's employment by the Named Insured or while performing duties related to the conduct of the Named Insured's business; when such bodily injury arises out of a health care incident. b. delete Subparagraphs (a), (b), (c) and (d) of Paragraph 2.a.(1) of WHO IS AN INSURED. c. add the following: Insured does not include any physician while acting in his or her capacity as such. D. The Other Insurance condition is amended to delete Paragraph b.(1) in its entirety and replace it with the following: Otherinsurance b. Excess Insurance (1) To the extent this insurance applies, it is excess over any other insurance, self insurance or risk transfer instrument, whether primary, excess, contingent or on any other basis, except for insurance purchased specifically by the Named Insured to be excess of this coverage. 10. JOINT VENTURES / PARTNERSHIP! LIMITED LIABILITY COMPANIES WHO IS AN INSURED is amended to delete its last paragraph and replace it with the following: No person or organization is an Insured with respect to: the conduct of any current or past partnership or joint venture that is not shown as a Named Insured in the Declarations; nor the conduct of a current or past limited liability company in which a Named Insured's interest does/did not rise to the level of management control; except that if the Named Insured was a joint venturer, partner, or member of such a limited liability company, and such joint venture, partnership or limited liability company terminated prior to or during the policy period, then such Named Insured is an Insured with respect to its interest in such joint venture, partnership or limited liability company but only to the extent that: a. any offense giving rise to personal and advertising injury occurred prior to such termination date, and the personal and advertising injury arising out of such offense, first occurred after such termination date; b. the bodily injury or property damage first occurred after such termination date; and CNA74872XX (1-16) Policy No: 6072382367 Page 9 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/3112019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance services Office, Inc., with its permission. Technology General Liability Extension Endorseme c. there is no other valid and collectible insurance purchased specifically to insure the partnership, joint venture or limited liability company. 11. LEGAL LIABILITY — DAMAGE TO PREMISES A. Under COVERAGES, Coverage A — Bodily Injury and Property Damage Liability, the paragraph entitled Exclusions is amended to delete the first paragraph immediately following subparagraph (6) of the Damage to Property exclusion and replace it with the following: Paragraphs (1), (3) and (4) of this exclusion do not apply to property damage (other than damage by fire, lightning, explosion, smoke or leakage from automatic fire protective systems) to premises rented to the Named Insured or temporarily occupied by the Named Insured with the permission of the owner, nor to the contents of premises rented to the Named Insured for a period of 7 or fewer consecutive days. A separate limit of insurance applies to Damage To Premises Rented To You as described in LIMITS OF INSURANCE. B. Under COVERAGES, Coverage A — Bodily Injury and Property Damage Liability, the paragraph entitled Exclusions is amended to delete its last paragraph and replace it with the following: Exclusions c. through It. do not apply to damage by fire, lightning, explosion, smoke or leakage from automatic fire protective systems to premises while rented to a Named Insured or temporarily occupied by a Named Insured with permission of the owner, nor to damage to the contents of premises rented to a Named Insured for a period of 7 or fewer consecutive days. A separate limit of insurance applies to this coverage as described in the LIMITS OF INSURANCE Section. C. LIMITS OF INSURANCE is amended to delete Paragraph 6. (the Damage To Premises Rented To You Limit) and replace it with the following: 6. Subject to Paragraph 5. above, (the Each Occurrence Limit), the Damage To Premises Rented To You Limit is the most the Insurer will pay under COVERAGE A for damages because of property damage to: a. any one premises while rented to a Named Insured or temporarily occupied by a Named Insured with the permission of the owner; and b. contents of such premises if the premises is rented to the Named Insured for a period of 7 or fewer consecutive days. The Damage To Premises Rented To You Limit is $500,000. unless a higher Damage to Premises Rented to You Limit is shown in the Declarations. D. The Other Insurance Condition is amended to delete Paragraph b.(1)(a)(ii), and replace it with the following: (ii) That is property insurance for premises rented to a Named Insured, for premises temporarily occupied by the Named Insured with the permission of the owner; or for personal property of others in the Named Insured's care, custody or control; E. This Provision 11. does not apply if liability for damage to premises rented to a Named Insured is excluded by another endorsement attached to this Coverage Part. 12. MEDICAL PAYMENTS A. LIMITS OF INSURANCE is amended to delete Paragraph 7. (the Medical Expense Limit) and replace it with the following: 7. Subject to Paragraph 5. above (the Each Occurrence Limit), the Medical Expense Limit is the most the Insurer will pay under Coverage C — Medical Payments for all medical expenses because of bodily injury sustained by any one person. The Medical Expense Limit is the greater of: (1) $15,000 unless a different amount is shown here: @@@@@@@@@@@@@@; or CNA74872XX (1-15) Policy No: 6672382367 Page 10 of 14 Endorsement No: National Eire Ins Co of Hartford Effective Date: 08/31 /2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance services Office, Inc., with its permission. WE Technology General Liability Extension Endorseme (2) the amount shown in the Declarations for Medical Expense Limit. B. Under COVERAGES, the Insuring Agreement of Coverage C — Medical Payments is amended to replace Paragraph 1.a.(3)(b) with the following: (b) The expenses are incurred and reported to the Insurer within three years of the date of the accident; and 13. NON -OWNED AIRCRAFT Under COVERAGES, Coverage A — Bodily Injury and Property Damage Liability, the paragraph entitled Exclusions is amended as follows: The exclusion entitled Aircraft, Auto or Watercraft is amended to add the following: This exclusion does not apply to an aircraft not owned by any Named Insured, provided that: 1. the pilot in command holds a currently effective certificate issued by the duly constituted authority of the United States of America or Canada, designating that person as a commercial or airline transport pilot; 2. the aircraft is rented with a trained, paid crew to the Named Insured; and 3. the aircraft is not being used to carry persons or property for a charge. 14. NON -OWNED WATERCRAFT Under COVERAGES, Coverage A — Bodily Injury and Property Damage Liability, the paragraph entitled Exclusions is amended to delete subparagraph (2) of the exclusion entitled Aircraft, Auto or Watercraft, and replace it with the following. This exclusion does not apply to: (2) a watercraft that is not owned by any Named Insured, provided the watercraft is: (a) less than 75 feet long; and (b) not being used to carry persons or property for a charge. 15. PERSONAL AND ADVERTISING INJURY —DISCRIMINATION OR HUMILIATION A. Under DEFINITIONS, the definition of personal and advertising injury is amended to add the following tort: Discrimination or humiliation that results in injury to the feelings or reputation of a natural person. B. Under COVERAGES, Coverage B — Personal and Advertising Injury Liability, the paragraph entitled Exclusions is amended to: 1. delete the Exclusion entitled Knowing Violation Of Rights Of Another and replace it with the following: This insurance does not apply to: Knowing Violation of Rights of Another Personal and advertising injury caused by or at the direction of the Insured with the knowledge that the act would violate the rights of another and would inflict personal and advertising injury. This exclusion shall not apply to discrimination or humiliation that results in injury to the feelings or reputation of a natural person, but only if such discrimination or humiliation is not done intentionally by or at the direction of: (a) the Named Insured; or (b) any executive officer, director, stockholder, partner, member or manager (if the Named Insured is a limited liability company) of the Named Insured. 2, add the following exclusions: This insurance does not apply to: CNA74872XX (1-15) Policy No: 6072382367 Page 11 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31/2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. �1►'[" I Technology General Liability Extension En Employment Related Discrimination Discrimination or humiliation directly or indirectly related to the employment, prospective employment, past employment or termination of employment of any person by any Insured. Premises Related Discrimination discrimination or humiliation arising out of the sale, rental, lease or sub -lease or prospective sale, rental, lease or sub -lease of any room, dwelling or premises by or at the direction of any Insured. Notwithstanding the above, there is no coverage for fines or penalties levied or imposed by a governmental entity because of discrimination. The coverage provided by this PERSONAL AND ADVERTISING INJURY —DISCRIMINATION OR HUMILIATION Provision does not apply to any person or organization whose status as an Insured derives solely from Provision 1. ADDITIONAL INSURED of this endorsement; or attachment of an additional insured endorsement to this Coverage Part. 16. PERSONAL AND ADVERTISING INJURY - LIMITED CONTRACTUAL LIABILITY A. Under COVERAGES, Coverage B —Personal and Advertising Injury Liability, the paragraph entitled Exclusions is amended to delete the exclusion entitled Contractual Liability and replace it with the following: This insurance does not apply to: Contractual Liability Personal and advertising injury for which the Insured has assumed liability in a contract or agreement. This exclusion does not apply to liability for damages: (1) that the Insured would have in the absence of the contract or agreement; or (2) assumed in a contract or agreement that is an insured contract provided the offense that caused such personal or advertising injury first occurred subsequent to the execution of such insured contract. Solely for the purpose of liability assumed in an insured contract, reasonable attorney fees and necessary litigation expenses incurred by or for a party other than an Insured are deemed to be damages because of personal and advertising injury provided: (a) liability to such party for, or for the cost of, that party's defense has also been assumed in such insured contract; and (b) such attorney fees and litigation expenses are for defense of such party against a civil or alternative dispute resolution proceeding in which covered damages are alleged. B. Solely for the purpose of the coverage provided by this paragraph, DEFINITIONS is amended to delete the definition of insured contract in its entirety, and replace it with the following: Insured contract means that part of a written contract or written agreement pertaining to the Named Insured's business under which the Named Insured assumes the tort liability of another party to pay for personal or advertising injury arising out of the offense of false arrest, detention or imprisonment. Tort liability means a liability that would be imposed by law in the absence of any contract or agreement. C. Solely for the purpose of the coverage provided by this paragraph, the following changes are made to the Section entitled SUPPLEMENTARY PAYMENTS — COVERAGES A AND B: Paragraph 2.d, is replaced by the following: CNA74872XX (1-15) Policy No: 6072382367 Page 12 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31/2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance services Office, Inc., with its permission. Technology General Liability Extension E d. The allegations in the suit and the information the Insurer knows about the offense alleged in such suit are such that no conflict appears to exist between the interests of the Insured and the interests of the indemnitee; 2. The first unnumbered paragraph beneath Paragraph 2.f.(2)(b) is deleted and replaced by the following: So long as the above conditions are met, attorneys fees incurred by the Insurer in the defense of that indemnitee, necessary litigation expenses Incurred by the Insurer, and necessary litigation expenses incurred by the indemnitee at the Insurer's request will be paid as defense costs. Notwithstanding the provisions of Paragraph e.(2) of the Contractual Liability exclusion (as amended by this Endorsement), such payments will not be deemed to be damages for personal and advertising injury and will not reduce the limits of insurance. D. This PERSONAL AND ADVERTISING INJURY - LIMITED CONTRACTUAL LIABILITY Provision does not apply if Coverage B —Personal and Advertising Injury Liability is excluded by another endorsement attached to this Coverage Part. 17. PROPERTY DAMAGE — ELEVATORS A. Under COVERAGES, Coverage A — Bodily Injury and Property Damage Liability, the paragraph entitled Exclusions is amended such that the Damage to Your Product Exclusion and subparagraphs (3), (4) and (6) of the Damage to Property Exclusion do not apply to property damage that results from the use of elevators. B. Solely for the purpose of the coverage provided by this PROPERTY DAMAGE —ELEVATORS Provision, the Other Insurance conditions is amended to add the following paragraph: This insurance is excess over any of the other insurance, whether primary, excess, contingent or on any other basis that is Property insurance covering property of others damaged from the use of elevators. 18. SUPPLEMENTARY PAYMENTS The section entitled SUPPLEMENTARY PAYMENTS — COVERAGES A AND B is amended as follows: A. Paragraph 1.b. is amended to delete the $250 limit shown for the cost of bail bonds and replace it with a $5,000. limit; and B. Paragraph 1.d. is amended to delete the limit of $250 shown for daily loss of earnings and replace it with a $1,000. limit. 19. PROPERTY DAMAGE - PATTERNS MOLDS AND DIES Under COVERAGES, Coverage A — Bodily Injury and Property Damage Liability, the paragraph entitled Exclusions is amended to delete subparagraphs (3) and (4) of the Exclusion entitled Damage to Property, but only with respect to patterns, molds or dies that are in the care, custody or control of the Insured, and only if such patterns, molds or dies are not being used to perform operations at the time of loss. A limit of insurance of $25,000 per policy period applies to this PROPERTY DAMAGE - PATTERNS MOLDS AND DIES coverage, and this limit: A. is included within the General Aggregate Limit as described in LIMITS OF INSURANCE; and B. applies excess over any valid and collectible property insurance available to the Insured, including any deductible applicable to such insurance; the Other Insurance condition is changed accordingly. 20. UNINTENTIONAL FAILURE TO DISCLOSE HAZARDS If the Named Insured unintentionally fails to disclose all existing hazards at the inception date of the Named Insured's Coverage Part, the Insurer will not deny coverage under this Coverage Part because of such failure. CNA74872XX (1-15) Policy No: 6072382367 Page 13 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08/31 /2019 Insured Name: CENTRALSQUARE TECHNOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. Aft achnient Code: D529485 Cer.1ticate V A Technology General Liability Extension Endorsement 21. WAIVER OF SUBROGATION - BLANKET Under CONDITIONS, the condition entitled Transfer Of Rights Of Recovery Against Others To Us is amended to add the following: The Insurer waives any right of recovery the Insurer may have against any person or organization because of payments the Insurer makes for injury or damage arising out of: 1. the Named Insured's ongoing operations; or 2, your work included in the products -completed operations hazard. However, this waiver applies only when the Named Insured has agreed in writing to waive such rights of recovery in a written contract or written agreement, and only if such contract or agreement: 1. is in effect or becomes effective during the term of this Coverage Part; and 2. was executed prior to the bodily injury, property damage or personal and advertising injury giving rise to the claim. All other terms and conditions of the Policy remain unchanged. This endorsement, which forms a part of and is for attachment to the Policy issued by the designated Insurers, takes effect on the effective date of said Policy at the hour stated in said Policy, unless another effective date is shown below; and expires concurrently with said Policy. Page 14 of 14 Endorsement No: National Fire Ins Co of Hartford Effective Date: 08131 /2019 Insured Name: CENTRALSQUARE TECI-MOLOGIES, LLC Copyright CNA All Rights Reserved. Includes copyrighted material of Insurance Services Office, Inc., with its permission. NOTICE OF COMPLIANCE CITY . "A ,AM I1111RI T I'III I IPi 1111AGE ,CND INCLUDE Ck I 111 1AGREEMENTTOT111IE CLERK CSC 111I➢C COUNCIL Contractor CentralSquare Technologies, LLC Name: Project A-2015-252 Number: Project System Purchase And Support Agreement Name: 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: TYPE OF INSURANCE POLICY NUMBER EXPIRATION COI FILE NAME DATE DATE AUTOMOBILE BA6S7835392213G 08/31/2023 01/03/2023 CentralSquareCOI_22- LIABILITY 23.pdf GENERAL LIABILITY WORKERS COMPENSATION AND EMPLOYERS' LIABILITY Thank you, H6306575866000F22 i 08/31/2023 UB6S78366822I3G 08/31/2023 City of Santa Ana Risk Management Division in partnership with CTrax Plus Services Team 1/17/2023 3:33 PM 01/03/2023 CentralSquareCOI_22- 23.pdf certATL_City of 01/03/2023 Santa Ana_5306760_11.pdf NOTICE OF COMPLIANCE ('IVIIF "31"A1,1IPIHC IV.N]" IIN1111`~^i;0EA.N1DIV.N('11,4.D14 %h VII1IIIA0 ICE'E11V"IN111V"NIIC"1"0FIVIIIIII ('IIJ@FPl�]h"01, Ill IIIIV,("(1"@;;N("I1, Contractor CentralSquare Technologies, LLC Name: Project A-2015-252 Number: Project System Purchase And Support Agreement Name: 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: TYPE OF INSURANCE POLICY NUMBER EXPIRATION COI FILE NAME DATE DATE ................................. certATL_City of AUTOMOBILE LIABILITY BA657835392313G 08/31/2024 09/06/2023 Santa Ana 5306760_15.pdf certATL_City of GENERAL LIABILITY H6306S75866000E23 08/31/2024 09/11/2023 Santa Ana 5306760_16.pdf 2023-24 COI_City of WORKERS Santa COMPENSATION AND UB6S78366823I3G 08/31/2024 09/06/2023 Ana_CentralSquare EMPLOYERS' LIABILITY Technologies, Supieron & TriTech.pdf O �® ACC�Z CERTIFICATE OF LIABILITY INSURANCE DATE IYYYY) �V 11/24/20254/2025 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 NAME' MARSH USA, LLC. PHONE FAX TWO ALLIANCE CENTER(A/C, No Ext : A/C, No): E-MAIL 3560 LENOX ROAD, SUITE 2400 ATLANTA, GA 30326 ADDRESS: INSURER(S) AFFORDING COVERAGE NAIC # INSURER A : The Charter Oak Fire Insurance Co. 25615 CN130114897-8/31-10m-25-26 INSURED CentralSquare Technologies, LLC INSURER B : Phoenix Insurance Company 25623 INSURER C : Travelers Property Casualty Company Of America 25674 Superion, LLC TriTech Software Systems INSURER D : Travelers Casualty And Surety Company 19038 1000 Business Center Dr. INSURER E : AIG Specialty Insurance Company 26883 Lake Mary, FL 32746 INSURER F : Indian Harbor Insurance Co. 36940 COVERAGES CERTIFICATE NUMBER: ATL-005306760-22 REVISION NUMBER: 13 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 LTR OF INSURANCE ADDLSUBRTYPE INSD WVD POLICY NUMBER POLICY EFF MM/DDIYYYYI POLICY EXP iMMIDDIYYYYI LIMITS A X COMMERCIAL GENERAL LIABILITY X H-660-6S758660-COF-25 08/31/2025 08/31/2026 EACH OCCURRENCE $ 1,000,000 CLAIMS -MADE X� OCCUR RENTEDDAMAGE TO FIR SES Ea occurre... $ 1,000,000 MED EXP (Any one person) $ 10,000 PERSONAL & ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ 2,000,000 POLICY ❑ JECT PRO ❑ LOC PRODUCTS - COMP/OPAGG $ 2,000,N000 $ OTHER: B AUTOMOBILE LIABILITY BA-6S783539-25-13-G 08/31/2025 08/31/2026 COMBINED SINGLE LIMIT Ea accident $ 1,000,000 BODILY INJURY (Per person) $ ANY AUTO OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY (Per accident) $ PROPERTYDAMAGE Per accident)$ HIRED NON -OWNED X AUTOS ONLY L AUTOS ONLY C X UMBRELLALIAB OCCUR X CUP-6S801390-25-13 08/31/2025 08/31/2026 EACH OCCURRENCE $ 10,000,000 AGGREGATE $ 10,000,000 EXCESS LIAB CLAIMS -MADE DED X RETENTION $ 10000 $ D WORKERS COMPENSATION EMPLOYERS' LIABILITY Y / N ANYPROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? N❑ (Mandatory in NH) NIA UB-6S783668-25-13-G 08/31/2025 08/31/2026 PER H- OT X STATUTE ER E.L. EACH ACCIDENT $ 1,000,000 E.L. DISEASE - EA EMPLOYEE $ 1,000,000 If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT $ 1,000,000 E E&O/Cyber 01-232-82-99 08/31/2025 08/31/2026 SIR: $1,000,000 Limit. 5,000,000 F Excess E&O/Cyber MTE9043949 04 08/31/2025 08/31/2026 xs $5,000,000 5MM XS $5MM DESCRIPTION OF OPERATIONS I LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) City of Santa Ana, its elected and appointed officials, officers, employees, agents, and successors are included as additional insured with respect to Tu Tran Digitally signed by liability arising out of the operations of the insured and to the extent provided by the policy language or endorsements issued or approved by the insurance Tu Tran Nguyen carrier. Umbrella is follow form of primary subject to policy terms, conditions and exclusions. 11 11 ozs.rz0' P ry 1 P Y Nguyen n:n:az-oa�oo� APPROVED By Tu Tran Nguyen at 11:11 am, Dec 10, 20251-1 CERTIFICATE HOLDER CANCELLATION 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, 4th floor ACCORDANCE WITH THE POLICY PROVISIONS. Santa Ana, CA 69791 AUTHORIZED REPRESENTATIVE of Marsh USA LLC i © 1988-2016 ACORD CORPORATION. All rights reserved. ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD POLICY NUMBER: BA-GS783539-25-23-0 COMMERCIAL AUTO ISSUE DATE: 09-08-25 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. SHORT TERM HIRED AUTO - ADDITIONAL INSURED AND LOSS PAYEE This endorsement modifies insurance provided under the following: AUTO DEALERS COVERAGE FORM BUSINESS AUTO COVERAGE FORM MOTOR CARRIER COVERAGE FORM SCHEDULE Additional Insured (Lessor): Any lessor of a "leased auto" under a leasing or rental agreement of less than 6 months. Designation Or Description Of "Leased Autos": Any "leased auto" under a leasing or rental agreement of less than 6 months. A. Coverage 1. Any "leased auto" designated or described in the Schedule will be considered a covered "auto" you own and not a covered "auto" you hire or borrow for Covered Autos Liability Coverage. 2. For a "leased auto" designated or described in the Schedule, the Who Is An Insured provision under Covered Autos Liability Coverage is changed to include as an "insured" the lessor of such "leased auto". However. the lessor is an "insured" only for "bodily injury" or "property damage" resulting from the acts or omissions by: a. You; b. Any of your "employees" or agents; or c. Any person, except the lessor or any "employee" or agent of the lessor, operating a "leased auto" with the permission of any of the above. 3. Coverage for any "leased auto" described in the Schedule applies until the end of the policy period shown in the Declarations or when the lessor or his or her agent takes possession of the "leased auto", whichever occurs first. B. Loss Payable Clause 1. We will pay, as interest may appear, you and the lessor, if your policy includes Hired Auto Physical Damage Coverage, for "lass" to a "leased auto". 2. The insurance covers the interest of the lessor unless the "loss" results from fraudulent acts or omissions on your part. 3. If we make any payment to the lessor, we will obtain his or her rights against any other party. CA T4 52 42 16 @ 2015 The Travelers Indemnity Company. All rights reserved. Page 1 of 2 Includes copyrig hted material of Insurance Services Office, Inc. with its permission. C. The lessor is not liable for payment of your premiums. D. Additional Definition As used in this endorsement: "Leased auto" means an "auto" leased or rented to you, including any substitute, replacement or extra "auto" needed to meet seasonal or other needs, under a leasing or rental agreement that requires you to provide direct primary insurance for the lessor. Page 2 of 2 Q 2015 The Travelers Indemnity Company. All rights reserved. CA T4 52 02 16 Includes copyrighted material of Insurance Services Office, Inc. with its permission. POLICY NUMBER: BA- 60783539-25-I3-G ISSUE DATE: 09-08-25 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. NOTICE OF CANCELLATION OR NONRENEWAL PROVIDED BY US This endorsement modifies insurance provided under the following: ALL COVERAGE PARTS INCLUDED IN THIS POLICY CANCELLATION: WHEN WE DO NOT RENEW (Nonrenewal): SCHEDULE Number of Days Notice: 90 PROVISIONS A. If we cancel this policy for any legally permitted reason other than nonpayment of premium, and a number of days is shown for Cancellation in the Schedule above, we will mail notice of cancellation at least the number of days shown for Cancellation in such Schedule before the effective date of cancellation. Number of Days Notice: 90 B. If we do not renew this policy for any legally permitted reason other than nonpayment of premium, and a number of days is shown for When We Do Not Renew (Nonrenewal) in the Schedule above, we will mail notice of nonrenewal at least the number of days shown for When We Do Not Renew (Nonrenewal) in such Schedule before the effective date of nonrenewal. IL T3 20 0519 Q 2019 The Travelers Indemnity Company. All rights reserved. Page 1 of 1 Policy Number: BA - 6S783539-25-13-G COMMERCIAL AUTO THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. BLANKET ADDITIONAL INSURED - PRIMARY AND NON-CONTRIBUTORY WITH OTHER INSURANCE This endorsement modifies insurance provided under the following: BUSINESS AUTO COVERAGE FORM PROVISIONS 1. The following is added to Paragraph A.1.c., Who Is An Insured, of SECTION II — COVERED AUTOS LIABILITY COVERAGE: This includes any person or organization who you are required under a written contract or agreement between you and that person or organization, that is signed by you before the "bodily injury" or "property damage" occurs and that is in effect during the policy period, to name as an additional insured for Covered Autos Liability Coverage, but only for damages to which this insurance applies and only to the extent of that person's or organization's liability for the conduct of another "insured". 2. The following is added to Paragraph B.S., Other Insurance of SECTION IV — BUSINESS AUTO CONDITIONS: Regardless of the provisions of paragraph a. and paragraph d. of this part S. Other Insurance, this insurance is primary to and non-contributory with applicable other insurance under which an additional insured person or organization is the first named insured when the written contract or agreement between you and that person or organization, that is signed by you before the "bodily injury" or "property damage" occurs and that is in effect during the policy period, requires this insurance to be primary and non-contributory. CA T4 74 02 16 C 2016 The Travelers Indemnity Company. All rights reserved. Page 1 of 1 Includes copyrighted material of insurance Services Office, Inc. with its permission. Policy Number: H-660-6S768660-COF-26 COMMERCIAL GENERAL LIABILITY THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. BLANKET ADDITIONAL INSURED (Includes Products -Completed Operations If Required By Contract) This endorsement modifies insurance provided and er the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART PROVISIONS The following is added to SECTION II — WHO IS AN INSURED: Any person or organization that you agree in a written contract or agreement to include as an additional insured on this Coverage Part is an insured, but only: a. With respect to liability for "bodily injury" or "property damage" that occurs, or for "personal injury' caused by an offense that is committed, subsequent to the signing of that contract or agreement and while that part of the contract or agreement is in effect; and b. If, and only to the extent that such injury or damage is caused by acts or omissions of you or your subcontractor in the performance of "your work" to which the written contract or agreement applies. Such person or organization does not qualify as an additional insured with respect to the independent acts or omissions of such person or organization. The insurance provided to such additional insured is subject to the following provisions: a. If the Limits of Insurance of this Coverage Part shown in the Declarations exceed the minimum limits required by the written contract or agreement, the insurance provided to the additional insured will be limited to such minimum required limits. For the purposes of determining whether this limitation applies, the minimum limits required by the written contractor agreement will be considered to include the minimum limits of any Umbrella or Excess liability coverage required for the additional insured by that written contract or agreement. This provision will not increase the limits of insurance described in Section III — Limits Of Insurance. (1) Any "bodily injury", "property damage" or "personal injury" arising out of the providing, or failure to provide, any professional architectural, engineering or surveying services, including: (a) The preparing, approving, or failing to prepare or approve, maps, shop drawings, opinions, reports, surveys, Meld orders or change orders, or the preparing, approving, or failing to prepare or approve, drawings and specifications; and (b) Supervisory, inspection, architectural or engineering activities. (2) Any "bodily injury' or "property damage" caused by "your work" and included in the "products -completed operations hazard" unless the written contract or agreement specifically requires you to provide such coverage for that additional insured during the policy period. c. The additional insured must comply with the following duties: (1) Give us written notice as soon as practicable of an "occurrence" or an offense which may result in a claim. To the extent possible. such notice should include: (a) How, when and where the "occurrence" or offense took place; (b) The names and addresses of any injured persons and witnesses: and (c) The nature and location of any injury or damage arising out of the "occurrence" or offense. b. The insurance provided to such additional (2) If a claim is made or "suit" is brought against insured does not apply to: the additional insured: CG D2 46 0419 0 2018 The Travelers Indemnity Company. All rights reserved. Page 1 of 2 COMMERCIAL GENERAL LIABILITY (a) Immediately record the specifics of the claim or "suit" and the date received; and (b) Notify us as soon as practicable and see to it that we receive written notice of the claim or "suit" as soon as practicable. (3) Immediately send us copies of all legal papers received in connection with the claim or "suit", cooperate with us in the investigation or settlement of the claim or defense against the "suit', and otherwise comply with all policy conditions. (4) Tender the defense and indemnity of any claim or "suit" to any provider of other insurance which would cover such additional insured for a loss we cover. However, this condition does not affect whether the insurance provided to such additional insured is primary to other insurance available to such additional insured which covers that person or organization as a named insured as described in Paragraph 4., Other Insurance, of Section IV — Commercial General Liability Conditions. Page 2 of 2 0 2018 The Travelers Indemnity Company. All rights reserved. CG D2 46 0419 POLICY NUMBER: H-660-6875s66a-CO>• -25 ISSUE DATE: 09-08-25 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. NOTICE OF CANCELLATION OR NQNRENEWAL PROVIDED BY U5 This endorsement modifies insurance provided under the following: ALL COVERAGE PARTS INCLUDED IN THIS POLICY CANCELLATION: WHEN WE DO NOT RENEW (Nonrenewal); SCHEDULE Number of Days Notice: 90 PROVISIONS A. If we cancel this policy for any legally permitted reason other than nonpayment of premium, and a number of days is shown for Cancellation in the Schedule above, we will mail notice of cancellation at least the number of days shown for Cancellation in such Schedule before the effective date of cancellation. Number of Days Notice; 90 B. If we do not renew this policy for any legally permitted reason other than nonpayment of premium, and a number of days is shown for When We Do Not Renew (Nonrenewal) in the Schedule above, we will mail notice of nonrenewal at least the number of days shown for When We Do Not Renew (Nonrenewal) in such Schedule before the effective date of nonrenewal. IL 13 20 05 19 02019 The Travelers IndemnIty Company. Al rights reserved. Page 1 of 1 Policy Number: H-660-6S758660-COF-25 X61►,ILTA 14:T471:1W94ki14:73N,1:131NisA THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. PRIMARY AND NONCONTRIBUTORY - OTHER INSURANCE CONDITION This endorsement modifies insurance provided under the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART LIQUOR LIABILITY COVERAGE PART PRODUCTS/COMPLETED OPERATIONS LIABILITY COVERAGE PART The following is added to the Other Insurance Condition and supersedes any provision to the contrary: Primary And Noncontributory Insurance This insurance is primary to and will not seek contribution from any other insurance available to an additional insured under your policy provided that: (1) The additional insured is a Named Insured under such other insurance; and (2) You have agreed in writing in a contract or agreement that this insurance would be primary and would not seek contribution from any other insurance available to the additional insured. CG 20 01 12 19 0 Insurance Services Office, Inc., 2018 Page 1 of 1 TRAVELERS WORKERS COMPENSATION AND ONE TOWER SQUARE EMPLOYERS LIABILITY POLICY BARTFORD CT 06183 ENDORSEMENT WC 99 03 Al (00) POLICY NUMBER: vs-GS783668-25-=3-G NOTICE OF CANCELATION Colorado Revised Statute 8 44-110 requires all insurance carriers to give a 30 day notice of eancelation, except in the case af: Fraud; Material Misrepresentation; Nonpayment of Premium; Other reasons approved by the Commissioner of Insurance. DATE OF ISSUE: 09-09-25 STASSIGN: Page 1 of 1