No preview available
HomeMy WebLinkAboutC15-241 Tyler Technologies, Inc. AmendmentAMENDMENT TO MASTER CUSTOMER AGREEMENT This amendment ("Amendment") amends the Master Customer Agreement, dated October 23, 2007, (incorporated herein by reference and referred to hereafter as the "Agreement") between Tyler Technologies, Inc., ("Tyler") a Delaware corporation with offices at 5519 53rd Street, Lubbock, Texas 79414, as successor -in -interest to EnerGov Solutions, LLC ("EnerGov"), and Eagle County ("Client" or "Customer") with offices at 500 Broadway, and a mailing address of Post Office Box 850, Eagle, Colorado, 81631. The Effective Date of this Amendment is the date on which Client signs this Amendment. WHEREAS, Client currently licenses the EnerGov software described in the Agreement (the "Previous Application"); and WHEREAS, Client desires to migrate to the EnerGov 9 Server application, (the "Server Application"); and WHEREAS, Client also desires to migrate to associated EnerGov Enterprise software. Now, therefore, in consideration of the mutual promises and responsibilities described below, the parties agree as follows: 1. Transfer of License. At no cost to Client, Tyler agrees to provide, and Client accepts, a license transfer from the existing Previous Application to a non-exclusive, non -transferable, royalty -free, irrevocable license to the Server Application and associated Energov Enterprise software listed in the Investment Summary, attached hereto as Exhibit 1, all of which shall be included in the definition of "EnerGov Software" as that term is used and defined in the Agreement. Tyler shall retain ownership of, including all intellectual property rights in and to, the EnerGov Software. All other rights not expressly granted herein or in the Agreement are retained by Tyler. 2. Annual Support & Maintenance. Client will receive support and maintenance services on the new EnerGov Software and Server Application. Such support and maintenance on the new EnerGov Software and Server Application shall begin upon Client's use of the new EnerGov Software and Server Application in live production. Upon January 1 following Client's use of the new EnerGov Software and Server Application in live production, annual maintenance and support shall be billed at the following rates: Year 1 - $20,423; Year 2- $25,778; Year 3- $31,132 and thereafter annual support and maintenance fees are subject to change but in no event shall the increase exceed more than four (4%) percent in any one year during years 4 through 7. Tyler shall provide Client with forty-five (45) days' advance written notice of the extent of any price increase. a. Client currently pays for annual support and maintenance for the Previous Application on or about January 1 of each year. Upon migration and go live of the Energov Software and Server Application: i. The Client shall receive annual support and maintenance for the new EnerGov Software and Server Application. In the event the migration and go live occurs during the calendar year and the annual support and maintenance for the Previous Application has been paid, no additional amount shall be due and owing from Client for such partial year. ii. Thereafter, and commencing on January 1, annual support and maintenance will renew automatically for additional one (1) year terms unless terminated in writing by either party at least fifteen (15) days prior to the end of the then -current term. Commencing January 1 after go -live and migration, fees for Year 1 set forth in paragraph 2 above shall go into effect. Amendment Tyler Technologies, Inc. and Eagle County L Page 1 Cls z4 - iii. The parties agree that, provided Client timely pays all maintenance and support fees when due, Client is to receive and Tyler will provide the annual support and maintenance services including the Gold Level Customer Support all identified in Exhibit 3 which is attached hereto and incorporated herein during the term of the Agreement and any amendments hereto. iv. Provided Client timely pays all maintenance and support fees when due, Tyler will ensure that the Tyler Software is compatible with the latest version of Microsoft Internet Explorer within one hundred eighty (180) days of the release of said version. The foregoing obligation shall be voided upon Microsoft ceasing to update (or otherwise declaring an end -of -life status of) Internet Explorer. 3. Professional Services. Professional Service fees identified in Exhibit 1 shall include the services listed in Exhibit 1, as further described in Exhibit 5, Statement of Work which Professional Services and Statement of Work shall be performed by Tyler. Implementation of the EnerGov Software is a cooperative process requiring effort and diligence by both Tyler and Client. Tyler will begin and perform services in accordance with the mutually agreed-upon implementation plan schedule. A sample project plan has been provided at Exhibit 6, indicating the following estimated project timeline: Estimated 4-6 month migration project Fundamentals training within 60 days Project team mobilization within 120 days The project plan will be finalized during the Planning & Initiation Stage as described in the Statement of Work. Client shall compensate Tyler for the performance of the Professional Services computed and payable as set forth in Exhibit 1. The performance of the Professional Services within the scope of Exhibit 1, as further described in Exhibit 5, under this Amendment shall not exceed seventy nine thousand one hundred seventy eight dollars ($79,178). Tyler shall not be entitled to bill at overtime and/or double time rates for work done outside of normal business hours unless specifically authorized in writing by Client. If additional work is required, or if Client requests additional services, Tyler will provide Client with an addendum or change order, as applicable, outlining the costs for the additional work which must be approved and signed by Client prior to any additional work being performed. The price quotes in the addendum or change order will be valid for thirty (30) days from the date of the quote. 4. Migration. The parties agree that data conversion from the Previous Application to the new EnerGov Software and Server Application as shown in Exhibit 1 are included in the migration fees. 5. IVR Minute Plan. Client shall receive the IVR Minute Plan identified on Exhibit 1 during the term of the Agreement. Client shall compensate Tyler for the IVR Minute Plan as set forth in Exhibit 1 in an amount not to exceed six thousand six hundred and two dollars ($6,602) per year for the first three (3) years of this agreement. Fees for subsequent years are subject to change, but shall not increase by more than four percent (4%) in any one year during years 4 through 7. Tyler will provide Client forty-five (45) days notice of any price increase. Client may terminate its IVR Minute Plan by providing Tyler with fifteen (15) days prior written notice. 6. My Gov Pay/Virtual Pay. Client's access to MyGovPay and/or Virtual Pay, to the extent Client chooses to purchase it, shall be governed by the terms and conditions set forth in Exhibit 2 which is attached hereto and incorporated herein by reference. Integration with any other merchant is not included in the prices listed in Exhibit 1, and would require a subsequent amendment or change Amendment Tyler Technologies, Inc. and Eagle County Page 2 order signed by both parties. 7. Additional Services. Tyler shall provide the hours quoted in Exhibit 1 for development of custom reports as requested using the form attached to Exhibit 5 as Appendix D, and will bill for these hours monthly as incurred. Custom reports shall be developed by Tyler and shall be subject to Client's review and acceptance. Additional hours requested or utilized by Client beyond those listed in Exhibit 1 will be billed at Tyler's then -current rates, and will require a written change order which must be approved and signed by Client prior to any additional work being performed. 8. Travel Expenses. Expenses shall be billed in accordance with the then -current Tyler Business Travel Policy, based on Tyler's usual and customary practices, plus a 10% travel agent processing fee. The current Tyler Business Travel Policy is attached hereto as Exhibit 4. Any future change to the Business Travel Policy that would apply to the provision of services under this Amendment will not materially restrict or remove baseline obligations or rights that exist under the current policy attached to Exhibit 4. Copies of receipts shall be provided on an exception basis at no charge. Should all receipts for non per diem expenses be requested, an administrative fee shall be incurred. Receipts for mileage and miscellaneous items less than twenty-five dollars ($25) are not available. 9. Cancelation of Services. In the event Client cancels on-site services less than two (2) weeks in advance, Client is liable to Tyler for (i) all non-refundable expenses incurred by Tyler on Client's behalf; and (ii) hourly fees associated with the canceled services if Tyler is unable to re -assign its personnel. 10. Payment. a. Payment for Annual Support and Maintenance shall be billed no less than forty-five (45) days prior to the end of the then current term and payment will be made within thirty (30) days unless the Agreement is terminated as set forth herein. b. Payment will be made for Professional Services satisfactorily performed and IVR Minute Plan within thirty (30) days of receipt of a proper and accurate invoice from Tyler. c. The fees in this Agreement do not include any taxes, including, without limitation, sales, use, or excise tax. If Client is tax-exempt, Client will provide Tyler with a tax-exempt certificate. Otherwise, Tyler will pay all applicable taxes to the proper authorities, and Client will reimburse Tyler for such taxes. If Client has a valid direct -pay permit, you agree to provide Tyler with a copy. For clarity, Tyler is responsible for paying its income taxes, both federal and state, as applicable, arising from its performance of this Agreement. 11. Insurance. Tyler agrees to provide and maintain at Tyler's sole cost and expense, the following insurance coverage with limits of liability not less than those stated below: a. Professional Liability including Cyber Liability with prior acts coverage for all deliverables, services, maintenance and additional services required hereunder, with insurer or insurers satisfactory to Client, with limits of liability of not less than $3,000,000 per claim and $3,000,000 in the aggregate. The insurance shall provide coverage for (i) liability arising from theft, dissemination and/or use of confidential information stored or transmitted in electronic form; (ii) Network Security Liability arising from unauthorized access to, use of or tampering with computer systems including hacker attacks, including denial of access or services unless caused by a mechanical or electrical failure; (iii) Liability arising from the introduction of a computer virus into, or otherwise causing damage to, Client or a third person's computer, computer system, network or similar computer related property and the data, software and programs arising from a failure of Tyler's network security. Amendment Tyler Technologies, Inc. and Eagle County Page 3 b. Crime Coverage shall include employee dishonesty, forgery or alteration and computer fraud. The policy shall include coverage for all directors, officers and employees of Tyler. The policy shall include coverage for extended theft and mysterious disappearance. The policy shall not contain a condition requiring an arrest or conversion. Limits shall be a minimum of $1,000,000 per loss. c. Tyler shall provide a certificate of insurance to Client showing that it maintains the foregoing insurance. 12. Security. Security vulnerability is defined as a weakness in a software system's design, or operation and management that could be exploited to compromise the integrity of the software system and/or network on which software system resides ("Security Vulnerability"). Tyler is responsible for actively managing and developing and supplying timely patches and/or updates for Security Vulnerabilities identified by either Client or Tyler in the EnerGov Software and Server Application until formally announcing end of life status for the EnerGov Software. These security patching requirements shall apply so long as the EnerGov Software is actively supported and maintained and Client maintains a timely paid maintenance agreement in effect. Further, Tyler agrees to provide written notice of at least twelve (12) months prior to moving the EnerGov Software to an end of life status. As a component of its maintenance and support service, Tyler agrees to address and distribute EnerGov Software updates required to mitigate identified Security Vulnerabilities associated with the EnerGov Software in a timely manner in accordance with the limited warranty as described in the Agreement. This includes Security Vulnerabilities identified in code/software developed by Tyler or its predecessor Energov, as well as supporting identified public reports, vulnerability identification tools, or manual discovery based upon independent testing performed by or on behalf of Client. Tyler agrees to provide software updates or patches for identified Security Vulnerabilities as follows: a. In no more than thirty (30) days from the time of the initial report for Security Vulnerabilities classified as critical, or those scored as a 7.5 or higher using the Common Vulnerability Scoring System; and b. In no more than ninety (90) days from time of the initial report for Security Vulnerabilities classified lower than critical, or those scored as lower than 7.5 using the Common Vulnerability Scoring System. Exceptions to the above stated timing requirements may be allowed by Client where Tyler leverages a commercial or open source component for which a patch or fix is not available at the time a Security Vulnerability has been identified. Though in such cases, once made publicly available, Tyler will subsequently issue such update no more than thirty (30) days after that third party component update has been made publicly available. 13. Principal Consultants. Tyler acknowledges that Client has entered into the Agreement and this Amendment upon the particular reputation and expertise of Tyler. Client shall have the right in its reasonable discretion to approve all personnel assigned to the subject project during the performance of the Agreement and this Amendment and no personnel to whom Client has an objection, in its reasonable discretion shall be assigned to the project. All principal consultants assigned to work with Client will have at least one year of direct experience with the EnerGov Software. In the event Client is not satisfied with the personnel assigned, Tyler shall provide a different and satisfactory project manager to Client within thirty (30) days of a request therefor. Client acknowledges that exercise of rights under this Paragraph 13 may impact the project timeline, and that Tyler is not responsible for such impact to the project timeline. 14. Dispute Resolution. In the event of any disagreement regarding the performance under or Amendment Tyler Technologies, Inc. and Eagle County Page 4 interpretation of the Agreement and this Amendment, the parties shall continue performance as set forth in the Agreement and this Amendment and shall attempt in good faith to reach a negotiated resolution by designating a representative of appropriate authority to resolve the dispute. In the event the designated representatives are unable to reach agreement then upon written request of either party, each party will appoint a designated executive whose task it will be to meet for the purpose of endeavoring to resolve such dispute and/or to negotiate an adjustment to the Agreement and/or this Amendment. Notwithstanding the foregoing, this paragraph shall not preclude either party from seeking other or additional relief, and Tyler shall not be obligated to continue performance if Client is more than sixty (60) days' or more past due on payment of an invoice. 15. Existing Contract and Amendments. All terms and conditions of the Agreement not herein amended shall remain in full force and effect. In the event of a conflict between the Agreement or this Amendment and its exhibits the terms of this Amendment and its exhibits shall control. 16. Assignment. Tyler is the successor in interest to Energov and as such assumes and agrees to be bound by the terms and conditions of the Agreement and any amendments thereto. Client acknowledges and consents to such assignment and assumption. 17. Amendment Documents. This Amendment includes the following exhibits which are attached hereto and incorporated herein by reference: Exhibit 1 Investment Summary Exhibit 2 MyGovPay/Virtual Pay/IVR Exhibit 3 Support Call Process Exhibit 4 Business Travel Policy Exhibit 5 Statement of Work Exhibit 6 Sample Project Plan SIGNATURE PAGE FOLLOWS Amendment Tyler Technologies, Inc. and Eagle County Page 5 • • IN WITNESS WHEREOF, persons having been duly authorized and empowered to enter into this Amendment have executed this Amendment effective as of the date last set forth below. Eagle County, Colorado By and through its Board of County Commissioner By: Name:r Title: �L Date: hr l I LI State of Colorado ) )ss. County of Eagle ) Tyler Technologies, Inc. Local Government Division Name: 5 Ozk-, Title: *?+r[.0-7ti IAD Date: G I 1$ I K The foregoing instrument was acknowledged before me this day of , 2015 by Kathy Chandler -Henry, Chairman Eagle County Board of County Commissioners. My olmmission expires: b.1lik-a� 1� Notary Public State of Texas ) )ss. County of Lubbock ) EDEBORAH L CHURCHILL NOTARY PUBLIC STATE OF COLORADO OTARY ID # 20034005464 ISSION EXPIRES MARCH 24. 2019 The foregoing instrument was, acknowledged before me this le day of 2015 by "i -11A n�& cjc�a . as P o �.u� �M _of Tyler Technologies, Inc. Mcommission expires: �laall5 U� Notary Public Amendment Tyler Technologies, Inc. and Eagle County 000"'% KIRSTIE BOYDSTUN =�•°1�* u�`nS Notary Public, State of Texas My Commission Expires September 22, 2015 Page 6 Exhibit 1 • tyler • technologies Investment Summary The following Investment Summary details the software, products, and services to be delivered by Tyler Technologies, Inc. to Client under the Amendment. This Investment Summary is effective as of the Effective Date. Capitalized terms not otherwise defined will have the meaning assigned to such terms in the Amendment. REMAINDER OF PAGE INTENTIONALLY LEFT BLANK Amendment Tyler Technologies, Inc. and Eagle County Page 7 Exhibit 1 Software/Services Purchase ••:,:•. energov PURCHASES: Amendment Tyler Technologies, Inc. and Eagle County Page 8 ANNUAL USERS/LICENS ITEM # SOFTWARE DESCRIPTION PER UNIT PRICE MAINTENANCE ES FEES 45 Named 1 EnerGov 9 Server Permitting and Land Management $71,976 $12,956 Licenses Licenses- $2,999 5 Named 2 EnerGov 9 Server License &Regulatory Management $29,990 $5,398 Licenses- $2,999 Licenses 50 Named 3 EnerGov GIS (24 Permitting and Land Mgt and 10 $17,000 $3,060 License and Regulatory Mgmt) Licenses 1 4 EnerGov ePortal $20,000 $3,600 Server License 1 5 EnerGov IVR $24,999 $4,500 Server License 9 Named 6 EnerGov iG Workforce $8,991 $1,618 License 7 IVR Minute Plan ($499 per month / 2,000 min per $6.602 month) ✓ Migration of original core software ($172,956) - investment Total Software and Annual Maintenance $ - $37,734 Amendment Tyler Technologies, Inc. and Eagle County Page 8 Exhibit 1 Amendment Tyler Technologies, Inc. and Eagle County Page 9 PROFESSIONAL SERVICES DESCRIPTION ** RATE TOTAL EnerGov Professional Services (EnerGov 9 Migration) 8 ✓ (300) hours $149 /hour $44,700 EnerGov Professional Services (EnerGov 9 Workflow 9 $149 /hour $14,900 / Process Enhancements) ✓ (100) hours Custom Reporting 10 $149 / hour $5,960 ✓ (40) hours Report Specification Analysis End User Training (on-site) 11 $119 / hour $9,520 ✓ (80) hours EnerGov Certification Training (to be hosted @ 12 EnerGov Office in Duluth, GA) $1,999 / course $3,998 ✓ (2) Certification Courses 13 Travel Expenses *** (3 trips) $1,700 / trip $5,100 "Free of "Free of 14 Data migration from EnerGov Desktop to EnerGov 9 charge" charge" Discount (5,000) ** Travel Expenses for on-site Professional Services are invoiced as incurred plus 30% travel -agent fee. TOTALS $79,178 Amendment Tyler Technologies, Inc. and Eagle County Page 9 Exhibit 1 PAYMENT SCHEDULE / DETAILS (Software & Services(: ITEM # DESCRIPTION Amount Due Date 1-6 License Purchase (less credits) $- Invoiced at signing 8-13 Professional Services $79,178 Invoiced Monthly as incurred PAYMENT SCHEDULE / DETAIL (Annual Support and Maintenance / IVR Minute Plan): ITEM# DESCRIPTION Amount Due Date 18% of Software 1-6 Annual Support and Maintenance / Invoiced yearly from contract signing Costs Year 1 - ASM $20,423 The yearly increase from original contracts is being "phased -in" over the first 3 years. Year 2 -ASM $25 778 The yearly increase from original contracts is being "phased -in" over the first 3 years. Year 3 - ASM $31,132 The yearly increase from original contracts is being "phased -in" over the first 3 years. $499 / month for 7 IVR Minute Plan 2,000 minutes / Invoiced yearly from contract signing month Year 1 — IVR Minute Plan $6,602 Year 2 - IVR Minute Plan $6,602 Year 3 - IVR Minute Plan $6,602 Amendment Tyler Technologies, Inc. and Eagle County Page 10 • •••'•• y ler ... t . • technologies MyGovPay/VirtualPay and IVR MyGovPay/VirtualPay Exhibit 2 1. MyGovPay/VirtualPay Licensing. Access to MyGovPay and/or Virtual Pay is hereby granted if Customer elects to use MyGovPay or VirtualPay, products of Tyler Technologies (Powered by Bruber Financial Services, Inc., hereinafter "Persolvent"), designed for Citizen Users to use for processing online payments. (a) Special MyGovPay/VirtualPay Definitions. "Merchant Agreement" means the agreement between Customer and Persolvent that provides for the Merchant Fees. "Merchant Fees" means direct costs levied by Visa/Mastercard/Discover or other payment card companies for Interchange Fees, Dues, Assessments and Occurrence Fees, over which Tyler Technologies has no authority. "MyGovPay" means the Product of Tyler Technologies that allows members of the public (referred to herein as "Citizen Users" or "Patrons") to pay for Customer's services with a credit or other payment card on the Customer's citizen -facing web portal. "Persolvent" means Bruber Financial Services, Inc., a Payment Card Industry (PCI) compliant processing agent through which the EnerGov Software passes credit card transactions. "Use Fees" means the Technology Fees, Authorization Fees and Program/Convenience Fees as listed in Use Fees Table in Section 2, titled MyGovPay/VirtualPay. "VirtualPay" means the Product of Tyler Technologies that allows the Customer to accept and process citizen user's credit or other payment card using the EnerGov Software. (b) Conditions of Use. If customer elects to use MyGovPay and/or VirtualPay the following terms apply: (1) Customer must apply for and agree to a Merchant Agreement with Persolvent. (2) Customer agrees that Citizen Users will be subject to Use Fees as listed in Use Fees table in Section 2. Customer shall not be responsible for payment of Use Fees identified in Section 2 in the event Customer selects the Patron Paid option in Section 2. (3) Customer agrees that this Agreement does not represent any modification to Customer's Merchant Agreement with Persolvent. (4) Customer agrees that Use Fees include the Merchant Fees, and are presented in the chart in Section 2 below, and are for use on the MyGovPay/VirtualPay online system and will not be deposited or owed to Customer in any way and as noted above, Customer shall not be responsible for payment of Use Fees if Customer selects the Patron Paid option in Section 2. (5) Customer agrees that MyGovPay's and VirtualPay's ability to assess Use Fees is dictated by the Card Associations whose rules may change at any time and for any reason. If MyGovPay and/or VirtualPay, for any reason, are unable to process payments using Use Fees, Customer agrees that MyGovPay/VirtualPay reserves the right to negotiate a mutually agreeable new pricing model with Customer for the continued use of MyGovPay and/or VirtualPay. (6) Customer may cancel its use of MyGov Pay and/or Virtual Pay at any time upon thirty Amendment Tyler Technologies, Inc. and Eagle County Page 11 Exhibit 2 (30) days' notice to Tyler and without penalty therefor. Customer acknowledges that its Merchant Agreement with Persolvent may have different termination requirements. 2. MyGovPay/VirtualPay Fees. Customer agrees that the Use Fees set forth below will apply if Customer elects to use MyGovPay/VirtualPay. If the "Patron Paid" option is selected, the fees as indicated for that option will be paid by Citizen Users, and not Customer. Use Fees EnerGov's MyGovPay (Online / card -not -present payments)** **ACH processing is available for a fee of $20 per month and $0.30 per transaction. EnerGov's VirtualPay (retail card present) MyGovPay (Online MyGovPay (Online Payments) Payments) Percentage Based Fee + Transaction Fee Option 1: Government Entity 2.79% $0.20 Paid Option 2: 3.29% N/A Patron Paid **ACH processing is available for a fee of $20 per month and $0.30 per transaction. EnerGov's VirtualPay (retail card present) Patron Paid fees will be communicated as "Service Fees" to the cardholder, at the time of transaction. In the event that the average transaction amount is below $30, we reserve the right to apply an additional $0.20 service fee above the quoted rates above. 3. Interactive Voice Response ("IVR"). If IVR is selected by Customer and included in the pricing, the following additional terms and conditions shall apply of this Agreement: (a) Network Security. Customer acknowledges that a third -party is used by Tyler Technologies to process IVR data. Customer's content will pass through and be stored on the third -party servers and will not be segregated or in a separate physical location from servers on which other customers' content is or will be transmitted or stored. (b) Content. Customer is responsible for the creation, editorial content, control, and all other aspects of content to be used solely in conjunction with the EnerGov Software. (c) Lawful Purposes. Customer shall not use the IVR system for any unlawful purpose. Amendment Tyler Technologies, Inc. and Eagle County Page 12 VirtualPay (Retail Virtual Pay (Retail Payments) Payments) Percentage Based Fee +Transaction Fee Option 1: Government Entity 2.59% $0.15 Paid Option 2: 2'99 N/A Patron Paid Patron Paid fees will be communicated as "Service Fees" to the cardholder, at the time of transaction. In the event that the average transaction amount is below $30, we reserve the right to apply an additional $0.20 service fee above the quoted rates above. 3. Interactive Voice Response ("IVR"). If IVR is selected by Customer and included in the pricing, the following additional terms and conditions shall apply of this Agreement: (a) Network Security. Customer acknowledges that a third -party is used by Tyler Technologies to process IVR data. Customer's content will pass through and be stored on the third -party servers and will not be segregated or in a separate physical location from servers on which other customers' content is or will be transmitted or stored. (b) Content. Customer is responsible for the creation, editorial content, control, and all other aspects of content to be used solely in conjunction with the EnerGov Software. (c) Lawful Purposes. Customer shall not use the IVR system for any unlawful purpose. Amendment Tyler Technologies, Inc. and Eagle County Page 12 Exhibit 2 (d) Critical Application. Customer will not use the IVR system for any life-support application or other critical application where failure or potential failure of the IVR system can cause injury, harm, death, or other grave problems, including, without limitation, loss of aircraft control, hospital life- support system, and delays in getting medicate care or other emergency services. (e) No Harmful Code. Customer represents and warrants that no content designed to delete, disable, deactivate, interfere with or otherwise harm any aspect of the IVR system now or in the future, shall be knowingly transmitted by Customer or Users. (f) IVR WARRANTY. Except as expressly set forth in this Agreement, TYLER TECHNOLOGIES MAKES NO REPRESENTATION AND EXTENDS NO WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF TITLE, NON -INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE FOR IVR. Amendment Tyler Technologies, Inc. and Eagle County Page 13 Exhibit 3 • ••'• y ler •... t .- • technologies EnerGov Support Call Process Table of Contents 1 STANDARD SUPPORT SERVICES..............................................................................................................................15 1.1 SUPPORT SERVICES INTRODUCTION AND DEFINITIONS............................................................................................................................ 1.2 FAULT SUPPORT............................................................................................................................................................................. 1.3 NON -FAULT - ENHANCEMENT SUPPORT............................................................................................................................................. 1.4 NON -FAULT - USER COMFORT SUPPORT............................................................................................................................................. 2 ENERGOV'S RESPONSIBILITIES TO YOU................................................................................................................... 15 2.1 ENERGOV HELP DESK...................................................................................................................................................................... 2.2 UNLIMITED PHONE SUPPORT............................................................................................................................................................ 2.3 UNLIMITED EMAIL SUPPORT............................................................................................................................................................. 2.4 FREE UPGRADES............................................................................................................................................................................. 2.5 REMOTE SUPPORT.......................................................................................................................................................................... 2.6 RESPONSETIME............................................................................................................................................................................. 3 CUSTOMER RESPONSIBILITY...................................................................................................................................16 3.1 PROVIDE NAMED "SINGLE POINT" CONTACT PERSONS.......................................................................................................................... 3.2 VPN ACCESS FOR ENERGOV SUPPORT PERSONNEL............................................................................................................................... 3.3 HARDWARE AND OTHER SYSTEMS..................................................................................................................................................... 4 GOLD LEVEL CUSTOMER SUPPORT - HELP DESK SUPPORT PROCEDURES................................................................. 17 4.1 FAULT SUPPORT............................................................................................................................................................................. 4.2 "NON -FAULT" SUPPORT.................................................................................................................................................................. 4.3 ENERGOV CUSTOMER RESOURCE MANAGEMENT SYSTEM...................................................................................................................... 4.4 ESCALATION.................................................................................................................................................................................. 4.5 CLOSURE...................................................................................................................................................................................... 5 SOFTWARE ENHANCEMENT REQUESTS................................................................................................................... 20 6 GENERAL TERMS OF SOFTWARE SUPPORT............................................................................................................. 20 6.1 SOFTWARE DEFINITION OF THE ENERGOV SYSTEM................................................................................................................................ 6.2 COVERAGE.................................................................................................................................................................................... 6.3 ON-SITE SUPPORT.......................................................................................................................................................................... 6.4 EXCEPTIONS.................................................................................................................................................................................. 6.5 LIMITATION ON BACK -LEVEL SUPPORT................................................................................................................................................ 7 APPENDIX A: CUSTOMER SUPPORT PRIORITY LEVELS — FAULT AND NON -FAULT LEVELS ........................................ 22 8 APPENDIX B: TECHNICAL CONTACTS — MINIMUM RECOMMENDED TRAINING....................................................... 23 Amendment Tyler Technologies, Inc. and Eagle County Page 14 Exhibit 3 Standard Support Services 1.1 Support Services Introduction and Definitions EnerGov dedicates considerable time and money ensuring that our customers have available the support services that meets or exceeds our customer's expectation. Customer Service and Customer Support excellence permeates to every department and every employee of EnerGov. Customer Support is an EnerGov Support Services provides Fault and non -Fault support. 1. Fault Support 2. Non -Fault Support - a. Enhancement Support b. User Comfort Support 1.2 Fault Support Fault Support is needed when you are unable to perform required tasks within the EnerGov system. 1.3 Non -Fault - Enhancement Support Enhancement Support includes the periodic updating of the EnerGov applications with software updates or new version releases. Procedures for implementing new versions of software are when the new version is issued. 1.4 Non -Fault - User Comfort Support User Comfort Support includes a wide variety of services included with your EnerGov Software Support Agreement. User Comfort Support also includes certain fee-based support. For example, the development of completely new Crystal Reports to interact with and imbed in EnerGov, is available for a modest fee. Other examples of fee-based support include the providing of applications or services beyond the scope of the original agreement between your organization and EnerGov. In those cases, EnerGov is happy to quote the additional costs. 2 EnerGov's Responsibilities to You EnerGov is committed to providing superior support for your EnerGov system. EnerGov Support Technicians are highly trained and intimately familiar with the EnerGov application. Because they work directly with government agencies throughout the U.S. and internationally, they are well versed on the type of work accomplished by customers like you. 2.1 EnerGov Help Desk EnerGov maintains the Help Desk in Duluth, Georgia. EnerGov support is never handled by any "offshore" service provider. EnerGov's development team is located in the same facility as EnerGov's Help Desk. If an issue develops requiring the assistance of the development team, Help Desk technicians have unlimited access to those who develop and maintain the software. All software EnerGov provides is developed "in-house." If, in the process of diagnosing a potential EnerGov support issue, it is discovered that a peripheral system is the cause of a fault, EnerGov will notify you so that you may contact the support agency for that Amendment Tyler Technologies, Inc. and Eogle County Page 15 Exhibit 3 peripheral system. EnerGov cannot support or maintain any hardware or third -party software. 2.2 Unlimited Phone Support Unlimited Phone Support is available during our normal support hours (7 a.m. to 8 p.m. EST, Monday through Friday except certain holidays). EnerGov phone support is available on the days and during the times that you are engaged in your daily work assignments. When you need it, it's there. Phone support is available at 888.355.1093 then press "2" for a Customer Support Technician. 2.3 Unlimited Email Support You may send EnerGov support questions or issues to energovsupport(a,tylertech.com. This account is continuously monitored during normal support hours. EnerGov's response will be directed back to the senders email, unless a request for voice contact is made in the email and a proper phone number is provided. 2.4 Free Upgrades EnerGov makes available minor and major releases of the EnerGov software at no additional cost to you if you have continuously paid for Software Support since the initial licensing of the EnerGov software. If there are gaps in your Software Support, you should contact EnerGov's Help Desk for information about becoming eligible for free upgrades. EnerGov provides direct support for the two (2) most recent major versions of EnerGov software. 2.5 Remote Support In the process of providing user's support there may be times when it is desirable for the EnerGov Help Desk technician to access, through the Internet, a user's PC and view the support needed directly from the user's desktop. EnerGov uses third -party software such as Citrix Gotoassist or Bomgarto accomplish this. Permission is required from the user whose desktop is being accessed before EnerGov can, or will, access the PC and the user must agree to the installation of the small application that allows remote access. EnerGov cannot access and is, in fact, prevented from accessing the user's PC without the user's granting that access. 2.6 Response Time EnerGov cannot guarantee a resolution time but EnerGov will work diligently to resolve all issues and concerns as quickly as possible 3 Customer Responsibility 3.1 Provide Named "Single Point" Contact Persons Business Contact: The Business Contact person liaises with EnerGov on issues dealing with business and/or contractual issues. This individual typically contacts EnerGov to make changes in the EnerGov contract, such as adding more licenses, expanding services to include new custom reports, etc. Email and phone information should be provided to EnerGov's Help Desk during the software implementation. Additionally, a "backup" person should be assigned. Amendment Tyler Technologies, Inc. and Eagle County Page 16 Exhibit 3 Technical Contact: The Technical Contact is responsible for the technical aspects of EnerGov Product. This person liaises directly with EnerGov for all technical issues. The Technical contact should have a minimum level of technical experience and training. (See Appendix B.) Email and phone information should be provided to EnerGov's Help Desk during the software implementation. Additionally, a "backup" person should be assigned. Calls to EnerGov's Help Desk are typically made by this individual of their backup person. 3.2 VPN Access for EnerGov Support Personnel Resolution for certain support issues may require access to the EnerGov Server located within your agency, usually in a server room with other computers and communication equipment. The customer should provide VPN access through the existing firewall into the EnerGov Server. This allows the EnerGov Support Technician to make changes, install software updates and upgrades. Once granted access, EnerGov Support Technicians follow all security requirements you require from us. 3.3 Hardware and Other Systems Customer will need to insure that the following items have been addressed. This is critical for EnerGov to provide the highest level of support: • Hardware should be maintained for all CPUs executing EnerGov products • Support contracts for all third -party software (for example, operating system, database management system, etc.) associated with EnerGov products should be maintained. EnerGov does not support these third -party products. • Database backups should be scheduled on a daily basis and verified that they are successful. 4 Gold Level Customer Support - Help Desk Support Procedures 4.1 Fault Support When reporting a fault to the Help Desk, please have all the following information available: • A business explanation of the issue's severity. • Application and revision of current version. • Module or screen where fault occurred • Description of the fault, including specific steps taken to initiate the fault • Whether it is repeatable or random fault • Other data or information useful in determining resolution • Self assessment of the priority level that should be assigned to this fault (please see Priority Levels in Appendix A) Amendment Tyler Technologies, Inc. and Eagle County Page 17 Exhibit 3 4.2 "Non -Fault" Support Non -fault support typically has a low priority level and, depending on the request, can be handled at a mutual time agreeable to the user and the Support Technician. Many non -fault support questions are handled immediately. For example, "show me how to create a custom field." In cases like these, the EnerGov Support Technician may "log into" the user's system and provide "hands-on" instruction and direction. (Note: Requests dealing with changes in the EnerGov configuration must come through an authorized, pre -designated individual who has authority to make decisions regarding the EnerGov configuration). 4.3 EnerGov Customer Resource Management system All Help Desk Calls are logged into the EnerGov Customer Resource Management System (CRM). This system assists in tracking detail information about all issues encountered by EnerGov's Help Desk. This includes your questions, issues, and problems. All issues are assigned a unique case number. Each incident contains information such as: • Case Number • Issue Type • Customer Contact Information • Account Manager • Software/Hardware involved versions, revisions, etc. • Affected Application/Transaction/Screen/Activity • Error Codes • Case Description • Severity Explanation • Priority • Status and Completion Codes • Actions (with narrative) taken • Case Resolution • Time and Date Stamping of all activity EnerGov's assures timely escalation and status feedback. This system allows us to identify recurring problems, report trends, and recommend system fixes or additional training and education, as appropriate. Effective use of issue history and configuration data enhances issue resolution and provides greater overall satisfaction with the EnerGov products. 4.4 Escalation Fault reporting and other Help Desk requests are addressed in accordance with their associated priority levels (See Appendix A). EnerGov relies on you to fully explain the severity and impact on your business to properly set realistic priority levels on all issues. EnerGov Help Desk Technicians are highly trained, both technically and operationally on the EnerGov applications. Most Help Desk calls are resolved effectively and efficiently. In the event a fault is reported that the Help Desk Technician is unfamiliar with or unaware of, he or she will immediately internally escalate to see if the reported fault is a known fault for which a fix is available or if it is a new fault reported for the first time. New faults are immediately (logged and) escalated to EnerGov's Professional Services or Research & Development Teams, which may provide assistance in finding a short-term "work -around" until a permanent fix can be determined and issued through a software update. After a fault is reported and a priority assigned, you may feel that the priority is incorrect. Typical Amendment Tyler Technologies, Inc. and Eagle County Page 18 Exhibit 3 reasons for a priority escalation are: Problem has become more frequent or more severe since initial report Issue has been unresolved for an unexpected amount of time Internal escalation is a regular feature of EnerGov's Help Desk procedures. Team Supervisors and Managers are aware of and following high priority fault reporting. However, if you feel that your Help Desk Technician fails to appreciate your unique issues, please ask to be transferred to his or her supervisor. Amendment Tyler Technologies, Inc. and Eagle County Page 19 Exhibit 3 4.5 Closure EnerGov provides closure, which may include written documentation, a program fix, a procedural work- around, or some other solution or material. After we feel the issue has been fully responded to, we will request a confirmation from you to close the issue. If we don't get conformation back within 48hr's we will consider the issue resolved and close the case. Once a case is closed a confirmation email will be sent to the contact that is listed in the CRM. 5 Software Enhancement Requests EnerGov accepts and logs all product enhancement requests and passes these requests to EnerGov's Research & Development Department. These requests are assigned a priority based on their general ability to deliver benefits to our Customer base then logged into our tracking system and reviewed quarterly for inclusion into new product releases. These requested enhancements are evaluated with respect to internal development plans and are selected based upon several criteria, including: effort versus benefit, applicability to Customer base and prospects, consistency with best land management systems practices and with our technical and functional development strategic direction. Customers can request a status of any particular requested enhancement, and EnerGov will provide: 1) whether the feature has been evaluated as yet; 2) if it has been scheduled for a release, and if so the planned release date; 3) if it has been accepted as a good idea, but not yet selected for development; or 4) if it was rejected and why. Generally a request is rejected only if it is not generic enough to become part of a packaged product or if it is not consistent with our concept of best land management practices. If a customer enhancement request cannot be delivered in time to meet a Customer's critical business need and it meets our "best land management practices and generic tests, then a Customer or group of Customers may request EnerGov to deliver the enhancement outside of a standard product release. This will be done at the Customer's cost on a "time and materials" basis. In most cases enhancements sponsored in this manner will be rolled into the standard product in one of the next releases. 6 General Terms of Software Support 6.1 Software definition of the EnerGov System The EnerGov system includes only the EnerGov software suite of products. The EnerGov system does not include components outside of the EnerGov Products (e.g., operational questions, network problems, database errors, phone lines, or configuration). 6.2 Coverage EnerGov covers the diagnosis and repair of product faults in EnerGov Products. Faults are defined as processing which prevents the product from performing as designed. EnerGov reserves the right to classify issues as faults, feature enhancements, or non -product related issues. Faults are covered in this agreement. Suggested product feature enhancements are taken as information to be considered in future version releases. Non product related issues are often the root cause of apparent EnerGov Product faults. These are likely to be database errors, network problems, firewall issues, or operating system configuration errors. Support does not cover resolving non-EnerGov product problems, such as database, operating system, network or other related applications, which are directly affecting the performance and abilities of EnerGov products. EnerGov support will work with you to identify the source of these problems. When a non -product related issue is identified as the root cause, it is the customer's responsibility to resolve the problem. If the Customer desires additional EnerGov assistance on a non - Amendment Tyler Technologies, Inc. and Eagle County Page 20 Exhibit 3 product related issue, "time and material" charges will apply, over and above the fees paid for EnerGov Support. 6.3 On -Site Support The fee for EnerGov Support does not cover the cost of EnerGov employees traveling to a customer's site to resolve product issues. EnerGov will attempt to resolve all issues without travel; however, if travel is required to resolve a Priority 1 or 2 issue, the customer is responsible for all travel expenses. EnerGov will not charge for the labor to resolve a product -related issue or technical question. EnerGov reserves the right to handle all support related issues remotely as a first level of support until all attempts to resolve the issue have been exhausted, and the Customer agrees in advance to pay the travel expense. The fee for EnerGov Support does not cover the cost to assist in performing product upgrades on-site. In most cases, with qualified Customer personnel, phone and dial-in/internet (webinar) support for upgrades is sufficient. However, when releases involve database changes or any customization has been performed, and it is desired to minimize impact on the production environment, then it is often advisable to use EnerGov assistance in performing the upgrade. Time and travel expense will be charged at the then current rates. 6.4 Exceptions Any problem resulting from the misuse, improper use, unauthorized alteration, or damage of the software; any problem caused by the modification not authorized by EnerGov; or any problem resulting from the combination of EnerGov Products with hardware, programming or other equipment to the extent such combination has not been approved by EnerGov are not covered by this EnerGov Support agreement. Any resolution to these problems will be on a "time and materials" basis at the then current Professional Services rates for Technical Consultants. 6.5 Limitation on Back -Level Support If Customer chooses not to install any Release, EnerGov will, at Customer's request, use its reasonable efforts to maintain versions of the Software prior to the Current Release (and the one Release immediately preceding the Current Release), subject to an additional charge, and subject to availability of EnerGov technical support staff. Amendment Tyler Technologies, Inc. and Eagle County Page 21 Exhibit 3 7 Appendix A: Customer Support Priority Levels — Fault and Non -Fault Levels Priority Level Definition EnerGov Response Goal Resolution Time Production/system is down and 1 work cannot continue until All parties to work ASAP, with status reports problem is fixed. Or system is continuously until problem is daily if not fixed within 24 executing but not usable* output is resolved. hours. generated. Inaccurate or loss of business data. The output is not being saved Work should continue on a 72 hours, with status 2 correctly or the defect prevents the normal workday basis until a reports every two days, if nominal** solution from being permanent solution is in place. not fixed within 72 hours. generated. Problem is occurring in a business critical module, and there is no work -around. Issue is not critical to the business Resolution is worked into a 3 or there is a workaround to an planned project repair and Next Available Release otherwise priority 1 or 2 issue. development schedule. Resolution deferred or Non -Fault trivial, cosmetic, development efforts are Future Release 4 "aught -to -be" or ease of use issues scheduled in the involved program(s) or software module. Non -Fault Support: If there is an urgent business 5 - New -report creation, outside the need for a report modification, contracted scope of work from the advise the Help Desk (ask for a time quote) initial implementation, is available Technician. for additional costs. Assistance with modifications to existing reports is accomplished as time permits. Other non -fault support requests are handled as time permits, usually immediately or, in some cases, after scheduling through the user. * Not usable is defined as the customer cannot use the product in the live production environment to fulfill a critical business need, for which the product was intended. ** Nominal is defined as the output normally generated when no anomalies are occurring. Amendment Tyler Technologies, Inc. and Eagle County Page 22 Exhibit 3 8 Appendix B: Technical Contacts — Minimum Recommended Training The following minimum recommended training is necessary for your Technical Contacts to perform basic system and database administration and to allow EnerGov to effectively provide the support outlined in this document. Please note that systems administration of the EnerGov product is not included within EnerGov's standard support and maintenance. Basic application specific functions and utilities (provided as part of a typical EnerGov Install as System Administration training): o Start-up Shut -down EnerGov Product o Insert, Update, and Delete basic setup data through EnerGov Product o Setup, add, modify, and delete, specific business data and fees o Troubleshoot basic EnerGov application o Add and Modify users, roles, and permissions Intermediate application diagnostic and correction skills (provided by EnerGov as additional training): o Be able to back-up and restore your database o Understand and know how to configure your ini files o Able to apply upgrades o Learn how to diagnose common errors o Attach, Detach, and backup of EnerGov database o Basic Crystal Report Writing training Note: EnerGov provides technical support under EnerGov's standard support and maintenance program. If system or database administration support is requested and provided, EnerGov will bill for the time required on an hourly basis at its then current, published rates. Amendment Tyler Technologies, Inc. and Eagle County Page 23 tyler • technologies Business Travel Policy 1. Air Travel A. Reservations & Tickets Exhibit 4 • ••::•. Tyler's Travel Management Company (TMC) will provide an employee with a direct flight within two hours before or after the requested departure time, assuming that flight does not add more than three hours to the employee's total trip duration and the fare is within $100 (each way) of the lowest logical fare. If a net savings of $200 or more (each way) is possible through a connecting flight that is within two hours before or after the requested departure time and that does not add more than three hours to the employee's total trip duration, the connecting flight should be accepted. Employees are encouraged to make advanced reservations to take full advantage of discount opportunities. Employees should use all reasonable efforts to make travel arrangements at least two (2) weeks in advance of commitments. A seven day advance booking requirement is mandatory. When booking less than seven days in advance, management approval will be required. Except in the case of international travel where a segment of continuous air travel is scheduled to exceed six hours, only economy or coach class seating is reimbursable. B. Baggage Fees Reimbursement of personal baggage charges are based on trip duration as follows: • Up to five days = one checked bag • Six or more days = two checked bags Baggage fees for sports equipment are not reimbursable. 2. Ground Transportation A. Private Automobile Mileage Allowance — Business use of an employee's private automobile will be reimbursed at the current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated by using the employee's office as the starting and ending point, in compliance with IRS regulations. Employees who have been designated a home office should calculate miles from their home. Amendment Tyler Technologies, Inc. and Eagle County Page 24 Exhibit 4 B. Rental Car Employees are authorized to rent cars only in conjunction with air travel when cost, convenience, and the specific situation reasonably require their use. When renting a car for Tyler business, employees should select a "mid-size" or "intermediate" car. "Full" size cars may be rented when three or more employees are traveling together. Tyler carries leased vehicle coverage for business car rentals; additional insurance on the rental agreement should be declined. C. Public Transportation Taxi or airport limousine services may be considered when traveling in and around cities or to and from airports when less expensive means of transportation are unavailable or impractical. The actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the airport, tips are included in the per diem rates and will not be reimbursed separately. D. Parking & Tolls When parking at the airport, employees must use longer term parking areas that are measured in days as opposed to hours. Park and fly options located near some airports may also be used. For extended trips that would result in excessive parking charges, public transportation to/from the airport should be considered. Tolls will be reimbursed when receipts are presented. 3. Lodging Tyler's TMC will select hotel chains that are well established, reasonable in price, and conveniently located in relation to the traveler's work assignment. Typical hotel chains include Courtyard, Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local hotel, the hotel reservation should note that discount and the employee should confirm the lower rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be noted in their travel profiles so that the employee can take advantage of any lower club rates. "No shows" or cancellation fees are not reimbursable if the employee does not comply with the hotel's cancellation policy. Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed separately. 4. Meals and Incidental Expenses Employee meals and incidental expenses while on travel status are in accordance with the federal per diem rates published by the General Services Administration. Incidental expenses include tips to maids, hotel staff, and shuttle drivers and other minor travel expenses. Per diem rates are available at www.gsa.gov/perdiem. Amendment Tyler Technologies, Inc. and Eagle County Page 25 Exhibit 4 A. Overnight Travel For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a trip are governed as set forth below. Departure Day Depart before 12:00 noon Depart after 12:00 noon Return Day Return before 12:00 noon Return between 12:00 noon & 7:00 p.m Return after 7:00 p.m.* Lunch and dinner Dinner Breakfast Breakfast and lunch Breakfast, lunch and dinner *7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner The reimbursement rates for individual meals are calculated as a percentage of the full day per diem as follows: • Breakfast 15% • Lunch 25% • Dinner 60% B. Same Day Travel Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the event they return home after 7:00 p.m.* *7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner 5. Internet Access— Hotels and Airports Employees who travel may need to access their e-mail at night. Many hotels provide free high speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If an employee's hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for internet access at airports are not reimbursable. Amendment Tyler Technologies, Inc. and Eagle County Page 26 Exhibit 5 • • energov • a tyler IiIa,iriing, ,permitting & ing swtition Migration Statement of Work Prepared for. Eagle County, CO Prepared by: Tyler Technologies, Inc 2160 Satellite Blvd, Suite 300 Duluth, GA 30097 888.355.1093 www.energov.com www.tylertechnologies.com October 6, 2014 Tyler Technologies Statement of Work DOCUMENTCONTROL (ver. 12/1/12) Page 2 Tyler Technologies Statement of Work Table of Contents PROJECTSCOPE....................................................................................................................................................4 MIGRATION PROSESS, OBJECTIVES, TASKS ....................................................... ERROR! BOOKMARK NOT DEFINED. STAGE1—ASSESS & DEFINE............................................................................................................................................ 4 STAGE 2: SYSTEM CONFIGURATION.................................................................................................................................. 5 STAGE3: UATASSISTANCE............................................................................................................................................5 STAGE 4: VERIFICATION AND SYSTEM ACCEPTANCE.............................................................................................................. 5 STAGE5: TRAINING........................................................................................................................................................ 6 INVOICINGAND CUSTOMER SIGNOFFS..................................................................................................................... 6 KEYPROJECT ASSUMPTIONS..................................................................................................................................... 6 OUTOF SCOPE........................................................................................................................................................... 7 DEVELOPMENTTOOLS..........................................................................................................................................7 SOW ATTACHMENTS....................................................................................................ERROR! BOOKMARK NOT DEFINED. SOW Attachment A — (Sample) Work Acceptance Form ......................................... Error! Bookmark not defined. SOW Attachment B — (Sample) Change Order Form ............................................... Error! Bookmark not defined. SOW Attachment C - Hardware /Software Requirements ..................................... Error! Bookmark not defined. SOW Attachment D — Customer Roles-Skills........................................................... Error! Bookmark not defined. SOW Attachment E — Custom Programming Requests ........................................... Error! Bookmark not defined. SOW Attachment F — Custom Report Programming Requests ................................ Error! Bookmark not defined. (ver.12/1/12) Page 3 Tyler Technologies Statement of Work PROJECT SCOPE Project Objective: Based on the software purchased and the previous discussions with the Tyler sales representative the following defines Tyler's understanding of the Scope of this Project: Eagle County is planning to migrate from Tyler -EnerGov "Desktop" platform to its "Enterprise Server" platform and will be implemented as defined below. What follows in this document is a full description of the Statement of Work, which will bring each initially implemented department into the Tyler- EnerGov Enterprise system. This document includes: • a description of the software acquisition, • the tasks to be accomplished, • the resources required of both EnerGov and the Client, • the stakeholders engaged • risk identification • success factors • invoicing and payment procedures • Attachments ENERGOv RESOURCES PURCHASED: • For Implementation Services = 400 resource hours • Reports Development Services = 40 resource hours • Training = 80 resource hours • Data Migration = "Free of Charge" "Includes one data import analysis that will require customer to 'freeze" desktop configuration changes for a period of time defined by the project teams • Certifications — Two for system admin and Land Management Suite • Data integrations and custom development = TBD based on Scope analysis • Travel = TBD based on actual requirements Stage 1 - Assess & Define Objectives: Tasks: o Translate business understanding of Desktop implementation into equivalent Enterprise Services implementation o Schedule on-site visit — both Parties o Identify and document project risks and resolutions — both parties o Scope and document business processes to be transferred (Workflows) — Tyler o Approve workflows to be implemented — Customer o Install the EnerGov 9 system and its components on the County provided network infrastructure - Tyler o Develop Project Definition Documents (workflows, spreadsheets, etc.) — both Parties o Other tasks as identified — both Parties (ver. 12/1/12) Page 4 Tyler Technologies Statement of Work o Determine custom report requirements and specifications — both Parties o Deliver and review GIS requirements and best practices documentation -Tyler o Deliver ArcGIS base map service(s) to Tyler — Eagle County Milestone/Deliverable: Signoff of Stage Stage 2: System Configuration Objectives: Tasks: o Configure the basic software in accordance with definitions from previous stage o Transfer all case types for permits, plans, inspections, licenses, etc., from Desktop - Tyler o Perform "mini -reviews" with customer as portions of the configuration are complete — Tyler o Deliver completed EnerGov database to Report Writers and Data Services — Tyler o Configuration Signoff - Customer o Provide testing scripts and schedule -Tyler o Other tasks as identified — both Parties o Deliver custom developed reports — both Parties Milestone/Deliverable: Signoff of Stage Stage 3: UAT Assistance Objectives: Tasks: o Create test scripts — both parties o Provide system overview and administrator training for power users (i.e. Customer testers, administrators) o Conduct testing and system validation for promotion to end user training o Coordinate training logistics and schedule — both Parties o Provide facilities suitable to training and test needs — Customer o Recommend test strategies, scenarios and best acceptance practices —Tyler o Conduct testing and system validation for promotion to end user training — both Parties o Establish GIS integration to the County's Map Services via ArcGIS Server - Tyler o Other tasks as identified — both Parties Milestone/Deliverable: Signoff of Stage Stage 4: Verification and System Acceptance Objectives: o Test and signoff on migrated system o Test and signoff on additional software installed o System ready for production and promoted to a production and/or training environment Tasks: (ver. 12/1/12) Page 5 Tyler Technologies Statement of Work o Develop Acceptance Schedule — both Parties o Provide strategic staff for Acceptance testing — Customer o Provide Acceptance Training — Tyler o Conduct Acceptance Criteria Testing — Customer o Assist with Acceptance Criteria Testing — Tyler o Resolve Acceptance failures to meet criteria - Tyler o Retest until Acceptance criteria met or full hours consumed — Customer o Other tasks as identified — both Parties Milestone/Deliverable: Signoff of Stage Stage 5: Training Objectives: Tasks: 0 Provide requisite hours of classroom and one-on-one training and knowledge transfer 0 Coordinate with Customer to define training logistics and schedule — both Parties 0 Ensure personnel critical to the success of the project (subject matter experts / key power users, etc.) are present and available to participate & assist in training — both Parties 0 Ensure trainees are available for training - Customer 0 Conduct Training — both Parties 0 Other tasks as identified — both Parties Milestone/Deliverable: Signoff of Stage INVOICING AND CUSTOMER SIGNOFFS Tyler will invoice for resources consumed. Customer is responsible for signing off on the hours consumed in accordance with project requirements. An approved Change Order is required if additional hours are needed or scope is changed in advance of additional services or work being performed. Change orders will be executed in accordance with Customer's policies. KEY PROJECT ASSUMPTIONS • Customer and Tyler shall review their responsibilities before work begins to ensure that Services can be satisfactorily completed. • Tyler is not authorized to exceed the amount of hours listed under professional services in this SOW without written approval from Customer. • Customer will provide Tyler with access to its equipment, systems, and personnel to the extent needed to complete the defined Services. • Customer will provide work space for Tyler Services for work completed on Customer premises. • Tyler will implement the most current version of the Tyler software. • Customer will maintain primary responsibility for the scheduling of Customer employees and facilities in support of project activities. • Customer and Tyler understand that the EnerGov system is integrated. (ver.12/1/12) Page 6 Tyler Technologies Statement of Work • Customer shall provide Tyler with network access for remote installation and testing through industry standards such as Virtual Private Network (VPN) or other secure access methods. • Customer will provide/purchase/acquire the appropriate hardware, software and infrastructure assets to support all purchased Tyler software products in both support/testing and production environments. • Customer is responsible for proper site preparation, hardware, and software and network configuration in accordance with Tyler specifications. • Customer has, or will provide, access licenses and documentation of existing system to which Tyler will read, write or exchange data. • Customer has, or will provide, a development/testing environment for import and interface testing as they are developed by Tyler. • Tyler shall be responsible for implementing a functioning version of the application software (assuming Customer has installed the proper hardware, software, and networking devices). • Tyler will provide Customer with a weekly status reports that outline the tasks completed. Tyler will also provide details regarding the upcoming tasks that need to be completed during the coming weeks, the resources needed (from customer) to complete the tasks, a current or updated version of the project plan, and a listing of any issues that may be placing the project at risk (e.g., issues that may delay the project or jeopardize one or more of the production dates) as needed. • Tyler personnel shall attend executive project review committee meetings (internal) as needed. OUT OF SCOPE • Any custom development such as; changes to source code, additional interface development, legacy or other imports not referenced in this SOW, or not previously defined through any documented functional requirements documents. • Resource hours that extend scope. (Additional hours must be approved through a Change Order.) • Any undocumented requirements. Undocumented requirements include requirements not specified in the Proposal or beyond the normal capability of the software for its intended purpose. • Post System Acceptance Configuration. Any changes requested of the Tyler implementation team to alter the configuration, post migration, must be documented through a Change Order and may incur additional costs. Customer has access to all built-in configuration tools and is free to reconfigure or configure at their discretion. Development Tools No special development tools are required for the EnerGov Software. The EnerGov source code is not accessible (unless through the requirements of an Escrow Agreement). With the exception of the development of new reports, the configuration tools are built -into the software and the customer has full access. The Tyler implementation staff will use these same configuration tools to setup the EnerGov system. Administrator training includes the use of the configuration tools. Crystal Reports. EnerGov reports are developed in Crystal Reports. Any changes in the reports included with the software or the development of new reports does require a licensed copy of Crystal Reports. Tyler recommends this function be reserved for System Administrators or designated staff who have the skills and the necessary access to the EnerGov software. The EnerGov system includes a built-in Crystal Report reader so they, if authorized to view reports, do not require Crystal. (ver.12/1/12) Page 7 SOW Attachment A Work Acceptance Form Client Sign Off Client: Dates: Reason for Visit: 0 •�•�•� tyler •�•,• • �e�"n6'Cf;ic Empowering people who serve the public' (This form is used to both record resources consumed during the project and work accomplished toward requirements.) Accomplishments Performed By Notes If Payment associated with this Work: Payment Invoice amount due as a result of the work accomplished and listed above. Amount Due: 0.00 ❑ I am satisfied with the work performed during this stage and approve the payment listed above. ❑ I am NOT satisfied with the work performed during this stage and DO NOT approve the payment listed above. (Note: the project cannot continue to next phase until this work is completed satisfactorily. Please list specific reasons for nonpayment on the following page). Print Name: Signature: Date: 02013 Tyler Technologies. All Rights Reserved. Property of Tyler Technologies Implementation Services April 23, 2015 1 1 Page '• ••• tylerSOW Attachment A ••••�i Work Acceptance Form • 'ec,no'cgics Empowering people who serve the public' Reasons for non payment Use this sheet only if you do not approve of the work performed by the project consultant, and/or do not consent to the payment listed above. Be as specific as possible. Print Name: Signature: Date: Reason Expected Outcome Department / Name ©2013 Myler Technologies. All Rights Reserved. Property of Tyler Technologies Implementation Services April 23, 2015 2 1 Page SOW Attachment B Change Order Request tyleri ter.,nc 'cgics Empowering people who serve the public' This Request is to be performed in accordance with the terms and conditions of the Agreement between Tyler Technologies, Inc., and Eagle County, Colorado dated October 23, 2007 and any amendments thereto which remain in full force and effect. The cost of the services set forth herein represent a not -to -exceed amount for the hours listed. In the event other services or additional service hours beyond those listed are required, the additional services or hours must be approved in writing by County before additional services are performed. Client: Generated By: Authorized By: Change Overview: Narrative Description of Change: Impact of Change: Schedule Impact Cost Impact: Revision No.: Date: Delay of milestone & sub -tasks on Tyler Technologies Implementation Project Plan Including: Task Proposed Date Changes Change Detail Credit Debit Total No changes may be made to this project without the agreement of the Project Manager(s), and must be approved by the Project Director. Submit endorsed Change Order to the Tyler Technology Project Manager Date Approved Comments Approved By Signature ©2013 Tyler Technologies. All Rights Reserved. Property of Tyler Technologies Implementation Services April 23, 2015 1 1 Page SOW Attachment B Change Order Request ©2013 Tyler Technologies. All Rights Reserved. • •••••• tyler .,... • e(—no'op ies Empowering people who serve the public' Property of Tyler Technologies Implementation Services April 23, 2015 2 ( Page SOW Attachment C • Empowering people who serve the public •••,,,• • Remotk User EnerGov System Custom Specification Reference tyler technologies This document describes the best practices for deploying EnerGov in Large -Scale Environments with 100+ users ..,. wAi. i% Wi _M" 11r," M WEB1 WEB2 Firewall/Load Balancer 0❑ i1 El— C3— 0 Workstations I APP1 APP2 AMS1 AMS2 SQL1 SQL2 File Server Report Server Application Server [x2] This internal web server hosts the core product. The product runs in IIS and is accessed via HTTPS. The application server also hosts the EnerGov Windows Service, which runs server -side processes. COMPONENT REQUIREMENT Operating System Microsoft Windows Server 2008 R2 or Microsoft Windows Server 2012 Environment Microsoft IIS 7 or 8, .NET Framework 3.5 and 4.5 Processor Xeon Hex Core Memory 32GB RAM Disk Space 100GB RAID for operating system and application files Network Gigabit Ethernet Web Server [x2] The web server hosts all externally accessible EnerGov products. This includes the Citizen Access portal, EnerGov IVR, the eReview Portal, and MobileGov Web Services. If users need external access to the core product, an additional copy will be deployed here. Users access this server via HTTPS. Operating System Microsoft Windows Server 2008 R2 or Microsoft Windows Server 2012 Environment Microsoft IIS 7 or 8, .NET Framework 3.5 and 4.5 Processor Xeon Hex Core Memory 32GB RAM Disk Space 10OGB RAID for operating system and application files Network Gigabit Ethernet Asset Management Server [x2] This web server hosts the Asset Management product and document attachments (if applicable). Some clients choose to store their attachment files on the web server; however, some clients have a dedicated file server for this purpose. The instance storage would need to take into consideration storing document attachments on the local web server and be adjusted accordingly if volume level is high or perceived to be greater than the above recommended space. Asset Management is disk -intensive, so 1/0 should be high. COMPONENT REQUIREMENT Operating System Microsoft Windows Server 2008 R2 or Microsoft Windows Server 2012 Environment Microsoft IIS 7 or 8, .NET Framework 3.5 and 4.5 Processor Xeon Hex Core Memory 32GB RAM Disk Space 10OGB RAID for operating system and application files Network Gigabit Ethernet SQL Server [x2] For clients with more than 100 concurrent users, Tyler Technologies recommends clustering database servers for additional availability and reliability. The SQL cluster houses the SQL databases for EnerGov, as well as the database for TCM (if applicable). TCM causes storage requirements to increase. COMPONENT REQUIREMENT Operating System Microsoft Windows Server 2008 R2 Enterprise or Microsoft Windows Server 2012 Processor Xeon Hex Core Memory 64GB RAM Disk Space 10OGB RAID for operating system 1TB RAID for data Network Gigabit Ethernet File Server (Optional) Some clients deploy a dedicated file server where document attachments are stored. Otherwise, attachments are stored on any one of the web or application servers. Attachments on a file server are accessed via an IIS virtual directory pointed at a UNC path on the file server. The service account running the application pool and application needs to have read and write permissions on the share and file system. COMPONENT REQUIREMENT Network Gigabit Ethernet Reporting Server (Optional) Some clients deploy a dedicated reporting server to run the application's batch processes. Otherwise, these processes are run on one of the application servers. COMPONENT REQUIREMENT Operating System Microsoft Windows Server 2008 R2 or Microsoft Windows Server 2012 Environment Microsoft IIS 7 or 8, .NET Framework 3.5 and 4.5 Processor Xeon Hex Core Memory 16GB RAM Disk Space 10OGB RAID for operating system and application files Network Gigabit Ethernet GIS/ArcSDE Database Server This box houses the GIS database in an RDBMS environment (Oracle or SQL Server) and ESRI's ArcSDE software. EnerGov tightly integrates and establishes a "Live -Link" with SDE (ESRI geodatabase) which ensures real-time spatial integration. ArcGIS Server (ArcSDE) 10/10.1 Please communicate with your regional ESRI representative to ensure your hardware and software is up to date. TCM Storage Requirements TCM requires disk space beyond the basic specifications listed earlier. The additional storage requirement is calculated using several factors: the number of pages processed a year, the types of images processed, your site's expected growth rate, and a buffer, which protects you from unforeseen changes to these factors. Image storage requirements must be calculated on a client -by -client basis and the amount of storage required is determined in pre -sales technical discussions. Since TCM can vary widely, it is good practice to discuss your specific storage needs with Tyler. To help you calculate your site's storage needs, the following Lossless Compression table illustrates the file size associated each of the 10 different image types. IMAGE TYPE O. DPI FILE SIZE 8.5x11 TIFF B&W 200 .05 MB 300 .1 MB 600 .4 MB System Software Grayscale 200 3 MB 300 6 MB 600 24 MB Processor Color 200 12 MB 300 24 MB 600 96 MB 8.5x11 PDF* B&W (Page) 1.3 MB *This PDF estimate is based upon the average -size document generated directly from a Tyler application. It does not include embedded fonts and is simply a representative sample. To estimate your storage needs, use your site's records and the previous table. For each Image Type shown above that your site will store, identify the following values: A. Number of pages processed a year* B. Respective file size for the Image Type (MB) C. Number of Years of Storage D. Growth Rate (% as decimal value) E. Conversions Only: Existing Database Size (MB) F. A x B x C G. D x F H. E + F + G Base Number *If your site only tracks the number of documents per year, multiply that number by 5 to get your page -based number for calculating Tyler's storage requirements. The standard document size for most Tyler applications is 5 pages. Standard Recommendation To replicate data, multiply your Base Number x 2: MB Backup Recommendation To dump the database to disk, multiply your Base Number x 3: MB Storage Volumes where the operating system is installed should consist of 15K SAS drives configured as RAID1, RAIDS, or RAID10. For volumes where data is to be stored, either RAIDS or RAID10 should be used, or the data should be stored on an applicable enterprise -level storage backend (Fibre Channel, iSCSI, etc.) Disk Performance Disk 1/0 is an important part of a successful deployment of EnerGov. A base idea of disk performance can be obtained by running the Microsoft Windows Performance Monitor. When observing 1/0, the following counters are relevant: • Physical Disk - Avg. Disk Queue Length: Should be no greater than 2 per physical disk • Physical Disk - % Idle Time: Should always be approaching 100%. If this is less than 30, there is an 1/0 bottleneck. In a virtual environment, the hypervisor can be used to gain accurate disk measurements as well. Tyler Technologies also uses SQLIO (a downloadable tool created by Microsoft) to measure disk performance and provide minimum 10 that should be met to successfully run EnerGov. Running SQLIO Directions for running SQLIO and measuring disk performance can be found at the following website: • https://check.tylertech.com/sglio Minimum 1/0 Your results will need to meet or exceed the results listed below. 8K - IOPS SK - MBs/sec 8K - Avg. Latency (ms) 128K — IOPS 128K - MBs/sec 128K - Avg. Latency (ms) 5000 7500 7000 8000 50 60 55 75 5 5 5 5 1000 2000 2500 2000 150 200 175 200 20 20 20 20 Virtualization Tyler Technologies supports virtualization with EnerGov. Some guidelines and recommendations for virtualization are as follows: • Vmware ESXi 5.0 or newer is recommended • Host systems should have a minimum of 64GB RAM • Host systems should have dual -socket Xeon CPUs • Host systems should have a minimum of two network cards • Each guest operating system requires four virtual cores Ports/Firewall Tyler Technologies recommends load balancing EnerGov between two web servers. The exact port configuration may depend on the type of load balancer used. ,Lort From To Purpose TCP ports 443/80* External Load Balancer Public access to external web servers TCP port 1433 All servers SQL Cluster IP Internal application access to SQL UDP port 1434 All Servers SQL Cluster IP Internal application access to SQL TCP ports 445/139 Web/App Servers Attachment Location Application access to EnerGov attachments *Port 80 is used if you want to support 80 > 443 redirection Load Balancing Load Balancing of the IIS servers is left to the discretion of the client. Tyler Technologies has had success using 175's load balancers. Further discussion may need to take place when finalizing a load balancing solution. Workstations COMPONENT REQUIREMENT Hardware Microsoft Windows Certified PC (nationally recognized brand) Operating System Windows 7 or Windows 8 System Software Microsoft .NET Framework 4.5, Microsoft Silverlight (latest) Processor Multi -core CPU Memory 4GB RAM Disk Space 10GB available disk space Network Gigabit Ethernet Browser Compatibility BROWSER• Internet Explorer* 8-11 Chrome* Latest Firefox* Latest Safari Latest *These browsers are tested regularly for compatibility; the others are not tested regularly, but are supported. Mobile Applications EnerGov's MobileGov Solution is capable of running on Tablet PCs, Laptops or Windows Mobile Smartphone. It is highly recommended that these devices be suitable for "field use" (i.e. ruggedized). If Wi-Fi or reliable AirCard signal is readily available, users are also capable of running the full EnerGov .NET application in the field (Laptops and Tablet PCs only). Additionally, field printing systems are recommended for on -the -spot printing of NOVs, failed inspection notices and other relevant documents in the field. It is best suited that these field units communicate via Bluetooth for simple wireless functionality in the field. RECOMMENDEDDEVICE TYPE Laptop Panasonic Toughbook 30, AirCard or Gobi Mobile Broadband (or readily available Wi-Fi), HP OfficeJet H470 Mobile Printer Tablet PC Panasonic Toughbook H1 Field, Gobi Mobile Broadband (or readily available Wi-Fi), Zebra Technologies RW420 Mobile Printer iPad iPad 2 or higher with 3G/4G or Wi-Fi capability Smartphone Windows Mobile 7 OS (preferred), Zebra Technologies RW420 Mobile Printer Scanner Compatibility TWAIN compatible scanners are required. You can use any TWAIN compatible scanner; however, if it's not listed on the Scanner Compatibility Chart, you may have reduced functionality. Check driver compatibility with your operating system for all scanners listed below. Not all compatible scanners are listed here. It is important to note that the scanner must be TWAIN compatible. SCANNER BRAND SCANNER MODEL Canon DR -2510C DR -7550C DR -3010C DR -7580 DR -4010C DR -9050C DR -5010C DR -9080C DR -6050C DR -M160 DR -M140 DR-X10C DR -M160 DRC -125 DR -6030C DR -C125 Fujitsu Fi-5750C Fi-6240Z Fi-5900C Fi-6670 Fi-5990C Fi-6770 Fi-6040Z Fi-7160 Fi-6110 Fi-7260 Fi-7180 Fi-7280 Fi-6110 Graphtex CS500 Pro* Hewlett Packard ScanJet 825016* ScanJet 8390* ScanJet 835016* Panasonic KV-S2045C* Xerox Documate 152* *Not fully supported. These scanners have not been tested in our lab. They are in use by one or more customers and may have issues that have not been reported Backups Developing a consistent backup strategy is a vital part of any organization's business continuity plan. A good backup plan ensures that you do not lose the hard work and time you invested in data entry if a hardware failure or natural disaster occurs. A plan such as this is easy to develop and usually easy to implement. This section outlines the steps you should take to properly back up your data. Ultimately, it is the client's responsibility to ensure all systems are backed up regularly. Most entities already have an established backup and recovery solution in place, and most enterprise backup solutions provide a Microsoft SQL Agent capable of backup up an online SQL database. Tyler Technologies recommends purchasing SQL agents for each clustered SQL server from your preferred backup utility vendor. It is also recommended that built-in SQL maintenance plans be used to create nightly backups of the data, as well as a backup that is offsite. Rotating Backup Media Backups occur differently, depending on the size of the database being used. The differences directly impact how quickly you can resolve problems and how much effort you must expend. Tyler recommends that you use, at minimum, the following 6 -tape rotation: ROTATIONWEEK Week 1 Monday, Tuesday, Wednesday, Thursday, Friday 1 Week 2 Monday, Tuesday, Wednesday, Thursday, Friday 2 This rotation is sufficient for most customers because you can go back a few business days to find files. However, if you feel you need a little more protection, you can use a different set of tapes for Monday - Thursday of Week 2, and/or you can keep a Friday 3 and Friday 4 tape so that you have a month's worth of Friday backups. We also recommend that you periodically (monthly, quarterly, etc.) pull a tape permanently out of rotation to store off-site. Backing up Your SQL Databases For EnerGov, the default databases should consist of at least EnerGov—Prod and EnerGov—Test. If you have TCM, the database is typically named "tylercm." Please verify your naming conventions. There are a few different methods for backing up your SQL database. • SQL Backup Function: The Microsoft SQL Server 2008 R2 Management Studio has built-in backup tools that can cause SQL to dump the EnerGov database to a backup file in the SQL default backup folder while the SQL services are running. This location is: C:\Program Files\Microsoft SQL Server\MSSQL\Backup (may vary per installation) Third -Party Backup Agent: This method requires that you have some sort of third -party backup program (e.g., Symantec Backup Exec, Brightstor ARC Serve, etc.) which uses a SQL backup agent. These special backup agents allow the Microsoft SQL databases to be backed up while they are online. Other Directories in EnerGov Even though program files and run times can be replaced by Tyler, Tyler strongly recommends that you back up the entire C:\Inetpub\ folder be backed up on the web server (drive letter may vary per installation). The file server containing attachments and/or Asset Management data should also be backed up. Watching for Signs of Failure Monitor your backup status every morning. If there is a noticeable problem, such as an error light blinking on your tape drive, a tape being ejected without your knowledge, or an error message displaying about your backup, please contact us or your IT staff so that the problem can be resolved quickly. Accepting Responsibility Having good backups of EnerGov data is your responsibility. However, Tyler Technologies offers additional services that can help monitor your local backups, transmit your data to off-site locations, and even provide access to your EnerGov software and data over the Internet in case of disaster or serious equipment failure at your site. Disaster Recovery In case of system failure due to unforeseen disaster, Tyler recommends that you have a Business Continuity Plan, which should include a disaster recovery service. Tyler offers a disaster recovery service for an additional fee. If you haven't already purchased this plan, contact Technical Services or Sales at 1- 888-654-3293 for more information. SOW Attachment D Customer Roles/Skills Requirements Project Collaboration • •••'•• tyler •••,• • lecr to`cgles Empowering people who serve the public' A successful Tyler enterprise implementation is a collaborative endeavor in which both Tyler Project Team members and agency personnel occupy specific roles (and the responsibilities associated therewith). While definitive client -side roles and skills may vary from project to project (depending on the agency's resource availability) the following designations represent the typical and recommended resource involvement for most agencies. Project Stakeholder Committee: This committee is formed by executive or managerial staff of every effected business group to be implemented. Typical individuals Include a committee of the following: CIO / Community Development Director / Finance Director / CBO / Planning Director / Public Works Director etc... Responsibilities include: • Ensure proper change management and leadership to departmental staff. • Determine beneficial process change through automation as it is presented cross -departmentally. • Monitor project from high level. Project Manager: This role is typically a non -business group member (IT or support staff) of the agency's project team. Typical positions: IT or applications support project manager Responsibilities include: • Serve as coordinator of the agency's Implementation team / subject matter experts. • Assist in managing the project scope, deliverables and timeline with assistance from the Tyler Project Manager. • Ensure that the project team stays focused, tasks are completed on schedule, and that the project stays on track. • Develop and maintain the project resource plan in conjunction with the Tyler Project Manager. • Schedule and coordinate project tasks with assistance from the Tyler Project Manager. • Coordinate agency's Implementation team resources with all departments. • Participate in daily project activities and track progress on project tasks. • Hold meetings with project stakeholders to update on project status and to reach verdict on any escalated process decisions that need to be made. • High-level oversight throughout the stages of the project; ROI initiatives oversight. Desired Skills/Experience: • Previous project management experience as project manager • Strong IT technical background • Bachelor's Degree in Computer Science or equivalent experience • Experienced with an iterative -based development approach • SharePoint & Microsoft Project experience a plus • Excellent knowledge of Customer Business Practices and Processes ©2013 Tyler Technologies. All Rights Reserved Confidential Information Page 1 • •••'•• tylerCustomer Roles/Skills Requirements �••�• (,X. no cif"ii's Project Sponsor: Empowering people who serve the public" This role is typically an executive or managerial sponsor of either the IT group or a dominate business group that is ultimately responsible for the success of the project. Typical positions: IT Director / Department or Division Director Responsibilities include: • Ultimate responsibility for the success of the project; serves as project champion. • Creating an positive environment that promotes project buy -in. • Driving the project through all levels of the agency. • High-level oversight throughout the stages of the project; ROI initiatives oversight. Departmental System Administrators: A user representative for each affected department is typically appointed for the entire lifecycle of the implementation and to serve as ongoing configuration support or "Systems Administrator" post the production phase of the EnerGov system. Typical positions: Departmental or division subject matter expert and typically a direct member of the business group or of the business applications support group. Responsibilities include: • Being trained on the EnerGov .NET system at a System Administration level. • Being fully engaged in the business analysis system configuration, reviews and UAT activities. • Assist internal efforts towards the creation of reports, interfaces & conversions. • Actively participate in the full implementation of Tyler's EnerGov software solution. • Serve as ongoing departmental or division system configuration support post the production phase of the project Desired Skills/Experience: • Proficient in Crystal Reports • Analytical/Problem Solving Skills • Experience with other "configurable" enterprise applications such as PeopleSoft, SAP, etc. Departmental Business Leads: A user representative for each affected department must be appointed for the entire lifecycle of the implementation. Assigning competent business leads to assist in the project is highly recommended and can often determine the success of the implementation for their respective areas. These Business Leads are typically transitioned into Tyler "Power Users". Typical positions: Departmental or division "power user" and member of the business group. Responsibilities include: • Attending assessment workshop sessions. • Willing and able to gather data and make decisions about business processes. • Assist as a knowledge -base in the creation of specifications for reports, interfaces & conversions. • Review and test the system configuration. 02013 Tyler Technologies. All Rights Reserved Confidential Information Page 2 • •••'•• tylerCustomer Roles/Skills Requirements •••�• 400 tec" nc cgies Technical Lead: Empowering people who serve the public' A technical individual from the Information technology group that is responsible for the technical infrastructure support of the implementation and to serve as ongoing technical infrastructure support post the production phase of the EnerGov software system. Typical positions: Network / IT Administrator Responsibilities include: • Primary responsibility for the technical environment during the software implementation • Ensure that servers, databases, network, desktops, printers, are available for system implementation and meet minimum standards • Work with Tyler's technical personnel during implementation • Maintain the testing and production databases • Install software updates and releases • Act as the primary technical resource for troubleshooting technical problems • Establish and maintain backup, archival, and other maintenance activities ©2013 Tyler Technologies. All Rights Reserved Confidential Information Page 3 SOW Attachment E Custom Programming Request Form • •••'•• tyler Empowering people who serve the public' Client: Date of Request: Contact Name: Expiration Date: Quote is valid for 30 days) This Request is to be performed in accordance with the terms and conditions of the Agreement between Tyler Technologies, Inc., and Eagle County, Colorado dated October 23, 2007 and any amendments thereto which remain in full force and effect. The cost of the services set forth herein represent a not -to -exceed amount for the hours listed. In the event other services or additional service hours beyond those listed are required, the additional services or hours must be approved in writing by County before additional services are performed. Feature Request [Short Narrative Here] Option 1 — [Custom Programming Item Name], [Hour Estimate] [Details here] Tyler Technologies Use Only (Custom programming fees are calculated using a $10,000 impact fee plus an hourly development fee) Development Hours: Estimated Release Date: Estimated Release Version: R&D Authorization: Sales Rep Authorization: Authorized: 0 See Dates Below See Dates Below Impact Fee: Development ($249/hr.): Implementation Cost: Training Cost: Documentation Cost: Yearly Support/Maintenance (18% of Development cost): Total Cost: $0 ■ $0 $0 $0 $0 $0 propert% ol,l%lei- Technologies Professional Servlees kpri1 23. 2015 '01 , I vler I cchnohi;,ien All Rieh6, Re,erccd. I I Page SOW Attachment E Custom Programming Request Form Release Schedule • •••'•• tyler .,... • ;ec-Mo'cpies Empowering people who serve the public' Release Schedule Estimated Date [EnerGov Software Beta Release date] DATE [EnerGov Software RC Release date] DATE [EnerGov Software Gold Release date] DATE " Release dates are subject to change Accepted and Ordered by Customer: Signature: Name (print): Title: Date: Please situ, date and, return by fax: Tyler. Technologies, Inc. Phone: 8$8-35541193 fax, 678474-1002 sales@energov.com Payment Schedule Milestone / Due Date Amount Description Order Placement $0 75% due upon order placement Order Delivery $0 25% due upon order delivery Pavment Schedule (Sunnort/Maintenance) Due Date Amount Description January 1 of every year $0.00 1 Si quarter Support/Maintenance April 1 of every year $0.00 2° quarter Support/Maintenance Jul 1 of eve year $0.00 3` quarter Support/Maintenance October 1 of every year $0.00 4th quarter Support/Maintenance * Support and Maintenance amounts listed above will be added to your regular support and maintenance tees. 20131%lei Iechnoloele, All Riehl,Re,encd PropertN of I\ ler I echnologies Processional sen lees April 23, 2015 2 1 Page SOW Attachment F Custom Report Request Form Client: Date of Request: Contact Name: • •••'•• tyler .,... • If"c"',n[ cFles Empowering people who serve the public' This Request is to be performed in accordance with the terms and conditions of the Agreement between Tyler Technologies, Inc., and Eagle County, Colorado dated October 23, 2007 and any amendments thereto which remain in full force and effect. The cost of the services set forth herein represent a not -to -exceed amount for the hours listed. In the event other services or additional service hours beyond those listed are required, the additional services or hours must be approved in writing by County before additional services are performed. Report Development Request <Report Specifications go here> <Specifications must be detailed and approved by a crystal report developer>. Report Development Hours: Estimated Release Date: Estimated Release Version: Report Services Authorization: Sales Rep Authorization: Authorized: Accepted and Ordered by Customer: Signature: Name (print): Title: '0I3 Tclei I QchnuloLIes SII Riehl, Resell ed Tyler Technologies Use Only Report Development ($119/hr.): Implementation Cost: Training Cost: Total Cost: Please sign, date and return by faa: Tyler Technologies, Inc. Phone: 888-:355-1093 Fax: 678-474-1002 sales@energov,.cotn aic ;«s 1pril 23, 201 I I Page SOW Attachment F Custom Report Request Form Date: Payment Schedule • •••'•• tyler .,... • tec"ne'cwe5 Empowering people who serve the public' /Due Date Amount Description Eilestone Ord(e�Defivery $0.00 100% due upon delivery* * Purchase Order to be issued before work commences. Property of l v ler I cclwolopics Professional sen lees April 23, 2015 2013 Yclo I cchnoloeic. SII Rights Re,erved- 2 1 Page Q -0 --1 =� OCL S m Gu O c�i 3 n • � m o � 3 S m � G) M OI m ro 70 = 3 Q 0 o Q' 3 N Q- c) m M -n ao 1 � o m r+ c NC -0 m m CL 3 o ao O r: C S C (D r+ F =- m m m G) m I3 m -m m Q - c, N cu n c � S n S Q 3 S O S � S CD r+ = n OO 0 N cu O c y O lu _ Q - (D eN•F n m ao m O �G 3 r+ N m S Q m m M m N Ln 0' rnr A � c r M rrD M r+ M n S i �_ m m r* � o m c, O Q- n c, O :3 In m m 70 r+ lu —LLLL— W M (DD m O O. Uo LLLLL-LLLLL 75 I(D LLLLLLLL----- ,� 6 �• 8 d. IC i irF C 9 'D(D g � s pi IA IA 18 tD Ig` I � < s �0 C O LA � o (D d O N C Q N Q O LA LA (D O n d• .-r (D O_ O S O s �0 IM G fD 3 O Q C (D S IM 3 (D O G N (D rF S N N 3 rD n O 7 rF Gl n 3 N rF (D r -r O1 C' m 0 n (A CD CD n O w n i7 3 t Xt 3 v la LLLLLLLL----- ,� 6 �• 8 d. IC i irF C 9 'D(D g � s pi IA IA 18 tD Ig` I � < s �0 C O LA � o (D d O N C Q N Q O LA LA (D O n d• .-r (D O_ O S O s �0 IM G fD 3 O Q C (D S IM 3 (D O G N (D rF S N N 3 rD n O 7 rF Gl n 3 N rF (D r -r O1 C' m 0 n (A CD CD n O w n i7 3 t _L.L LLI L.LLLLLLLLI L-1 _I._lo- �T A 3 i 3 A LLLLLLLLLLLLLI &lw ro 3 m o N E of n — rD — O rD � O as rD CM. O O m 3 rD 3 O Ln O 3 rD rD O N ni 7 O Q CD - cn n rD O rD O O n rD O LA O 1-L-L.L_LLLLL_LL _ —LL'-_-- S � m p I a eLLLLLLLLL—_—s.-"- F g & = jq � a '- a � _ t m � A S $ LLLL cr c (D N N 0' (D N (D 2 O Q. N (D 3 N (D N 0) N Q O n O 3 3 �G i� ao c � N '< (DD Q N � N D o v t n v rr 3 3 O 3 (D T O of n 3 O DJ 3 rD� n r -r � N � r* Ln. v (D , 3 (D 3 MO O 3' (D w N CD C O 3 v n (D O N rr O cr c N rD N N 0 O 3 v t t n O CL CD n m O O 7 I _G O N rr O 7 O n 0 O_ 0 rr m n N m S m rD C C rD m fD m O n M n A O C 7 rr n O 0- M m 7 O 3 a- rD H O 0- Q 3 m m - n n of O o) 7 N � � m r n O O ort) 7 r) rDm �s i T M T O O n o) -% o) 3 n vi * O rD 7 n n 3 V N v rr n s o) � O 3� O � rr � d rr r�r O O r* rr m rD 3 3 o) L rr m n O O rOt 7 � ,rt n rA+ m -S -0 m O O rr �+ O 0 S m Ln m v m C C v rr O rD m Q. rr rr cr C rr m O rr m n o) m M n O Q 7' rr 3 m F 00 v n K CL a' n O CLm im o) n m T O 7• rD m c) O 7 S M in O CL CD rt m o) n m 7 C 3 cr (D O v O rr m n m O n o) rr O� 7 mn n °a 0 < m m m n n m �• o) oI 3 c m m O `"I o) CL Q n N m m Q Q O m m N vNi X M 'O N d 7 v+ y O 0 n -r � e m O s m A v m LLL'J LLLLLLLLLLLLLLLLI a s� 'a 2 CL CL -LLLLLL Oita _LLL Fl 6L 6L I � IA 3 _LLLLLLLLLLLLf�l h+. 'a LLLLLLL LLLLLLLLLL _LLLLLLLLI i3 0 L6L 6a- I 25 (D (D (D I _N 3 N S O 7 O (D (D 7 n (D S (D D Ln O rD (D (D _T 7 d 7 n 2 d (D (D n 0 7 n O (D CL O 3 O '* < O C1 � �. (o O c N 3 O Q (D o� [: of n (D O 14 O v 0 —h s (D 3 N (D n O 3 n rr rD O .-r O s (D O < 3 � rr 0 o� HCL Q w - Q(o Q Ln N N (D N OJ O n N O_ O (D M fD LL@.6& LLLLL.LLLLL3 LLLLL LL $ 3 qq� _�_ g, lm -RRA Ig a 3 < 3 n i a A • LLLLLLLLLLLLLLLLLImj n 9 R m. YY LLLLLLLLI:_._Ll LLLLLLL 6& LLLL1 3 I� LLLLLLL'S In In In I� iw [Im I S O 7 0 m (D m O n (D S m CD i C) O CL m N N Q O a< m i Ocn O rD M N n M O 7� N O O m LA 0 Ol Lnn Ln m li- T O 7 N 7 n (D Ln M m w Ln O O O v S O Q LA oA C m Q o� Oio of w n GJ N M T O n O 7 m Ln O� 7 �n m FD' Ln O c CL W, CD ao O S m m n O 3 r« v n rF T O n w m n O 3 v n LA of rr 7� C O m 3 w Ln N n O O n m O 0 bn L 0 Q m m .a N n (D 7 C S m O O m d 7 O n o� rr O 7 S m m 3 c n m C v rD m O 7 w n d In (D O 7 m S O C Q m --1 S CD � G v Ol M Q O Q CA fD O1 � O_ O_ m W H Cm d In O n m' rD O_ O m n v CD CD v v 3 H Q O Ln O m0 O Ln <rn* O ni 3 O (D O m < I -n Pr O_ ~' O0 n m Ln O S O Dn In�' rr N O r T Q (D O O Q O� n rn+ n �, * O 7 O 7 G O (A 1 O -0 CL v Q n n S 3' y W v M Uo rr 3 v, n (D m ° �c^ 3 O m O- m G H Q O S O n n' S O Ln m w In rf fD En m m Q 7 v+ -% O M07 M rf S m O< (DD N QN m Q m Q m -% Q n 7 O S 3 rr m m v 3 ' m S m O d m to m O Q 3 ao m Q M S S m m N rr O1 S m m n O N c m v m � < v+ 0 m O_ w In of cr c r+ m O rr S m n of H M m n O Q O rr S M (D ao w n �G Q. S n O 3 r« v n rF T O n w m n O 3 v n LA of rr 7� C O m 3 w Ln N n O O n m O 0 bn L 0 Q m m .a N n (D 7 C S m O O m d 7 O n o� rr O 7 S m m 3 c n m C v rD m O 7 w n d In (D O 7 m S O C Q m --1 S CD � G v Ol M Q O Q CA fD O1 � O_ O_ m W H Cm d In O n m' rD O_ O m n v CD CD v v 3 H 0 �_ m 3 M ( � q 7 E a m / e 0 / 0 I / / \ Ln � k rD n @ a CL / C Ln Ln LA / Ln Lnk 2 Ln ° 7 � \ K e 0 3 m 0 n = a ƒ m / 3Ln \ . 7 R m N 7 w 3 m O Q m I n O Q N S m C1 3 O C 7 d (D' Q K O m w n S Q Q C C1 m m 7• m r•r m 3 rr 3 N d 3 M 7 rr S DJ N m N 3 3 m m m N 7 7 rD � r•r '•r O I c O- < M M m n O C O I Q Q m-0 v O m CL m � N 7 OM M 3' UQ M N C O M 7 �• O Q pq + N d DQ fD m N 7 <. m Q 3 In m a4 O O 'r m. dq fD n t7, O w I n Ca - 0 O S C M O v 3 M m m O rD _. O 3 Q 00 m Q Ol 7 (D M i 2 O m O_ m w O m m N N N N O n v N CD - 1+ O v 7 N Data Conversion Process for EnerGov Enterprise Server (Template DB Option) Overview: This document is an intro to the SQL Server EG—Template database and how to populate it. Modularized Design: As with the EnerGov software, the EG_Template db is sectioned off into modules. Each contains one master table at the top of the chain (ex. 'permit' for the Permit module). Within each module, there will be various child tables branching out below the master table for that module (ex. 'permit_address', 'permit_note', etc.). There are tables that cross multiple modules. The most notable of these involve inspections and payment transactions. Database diagrams have been included in the EG—Template database. These show the tables and their relationships for each module. Required Fields: There are certain fields in the EnerGov software which are required fields, and we cannot write records to the EnerGov db without populating these columns. Sometimes, these required fields will not be available in the legacy source data, so a simple default value can be written to the EG—Template db to fulfill any NOT NULL constraint. Some of these fields are drop-down lists in EnerGov, which means that we will be restricted in the values that we can write to these required fields in the EnerGov db. For drop-down fields, there is no restriction on what can be written in the EG_Template db. So, exact spelling or careful matching to the EnerGov configured values is not an issue for fields that are destined for EnerGov drop-down fields. We will run these through a separate mapping table to translate the values to the appropriate EnerGov value during conversion. These mappings will be negotiated during the development phase of the conversion. Custom Fields (any fields not available in the master table for the module in question): Most legacy systems will have some attribute fields that are not specified in the corresponding master table within EG—Template. In EnerGov, we will refer to these as custom fields. Within each module, there will be a child table for such custom fields. Since these are specific to the legacy system(s), you may add columns to these tables in EG—Template to accommodate any needed custom fields in the migration. For example, 'permit_additional_fields' is the table for extra fields relating to the 'permit' records. Gap Handling (where legacy data doesn't fit anywhere within EG—Template): There are sometimes special features of a legacy system which EnerGov does not account for in the EG—Template db. We may have to work out a custom solution to handle these special cases. Contacts: This is always a big topic for data migrations. These generally fall into two categories: 1. Those contacts that were managed with each person/company having one contact record, which is kept up to date over time. As this person/company is associated with records over time (getting a business license, pulling permits, being associated to a code violation), that one contact record is attached to the permit, license, code case, etc. With this model, there is generally no duplication of contact records (except when created by mistake). 2. Contacts where the user keys the contact attribute info on each permit, case, license, etc. With this model, there is no single master record representing the contact itself. So, if a contact has been associated to 10 different permits over time, there would be 10 records with the contact attributes (each one will likely have slightly different values in the various fields like name, address, phone, etc.). With this model, there is considerable duplication of contacts. In the EnerGov model, contacts are stored as in category 1 above. Those contacts put into EG_Template without a master'contact' record link (category 2 above) will be migrated into custom field memo boxes to avoid duplication of contacts within the EnerGov contact repository. For example, when populating the permit contacts, those contacts for category 1 should go into the'permit_contact' table. Those contacts for category 2 should go into the 'permit_contact_no_key' table. Multiple Legacy Data Sources: There are usually multiple data sources to convert in a project. The plan is to have all data sources populated into the EG—Template db. At the main table level, there is an optional column where the legacy data source can be populated for reference. This is provided as a way to easily count up or research records originating from a particular legacy data source. Overall Architecture of Conversion: There are 3 SQL Server databases involved in the conversion process. EG—Template (for legacy data) EnerGov (the production EnerGov db) A database containing all conversion processes and mapping tables. This is maintained by Tyler's data conversion team. This db takes the data from EG_Tempate, translates it, and populates it into the EnerGov db. All legacy data sources will be loaded into this one db, within the provided table structure. This db will be used to map/translate data before it passes into EnerGov. Stored procedures and functions will exist in this db, which will essentially be the conversion source code. This is the EnerGov db used by the EnerGov software. Progression of Conversion Development Process: Provide empty EG—Template Tyler • Database format will be SQL Server database to client Load legacy data into Client • If there are multiple legacy data sources, all should template database be loaded into the one template SQL database. Mapping process Tyler /Client • Dependent on completed EnerGov configuration • Spreadsheets will be used to communicate mapping values. • Mapping questions may arise and both parties may need to discuss these until answers are agreed upon. Import -specific configuration Tyler • Certain fields or values may need to exist for changes to EnerGov imported records only. These usually require some minor EnerGov configuration changes. Customize conversion scripts Tyler • Minor customization can be expected for many conversions, based on special requests from client. • Any special requests would also be added into the conversion scripts at this time. Conversion execution Tyler • Resulting EnerGov database will be provided to client team for review. Review and either sign -off or Client • Client team will review the data and the interaction request changes with it in the EnerGov software. • If it meets the client's needs, sign -off will occur. If not, certain steps above may need to be repeated until client signs off on the conversion. Progression of Final Conversion Cutover Process (Go -Live): Load legacy data into Client • This should just be an up-to-date extract of the template database legacy data into the template db. Conversion execution Tyler • Resulting EnerGov database will be provided to client team. This will be the production EnerGov db. Go Live Tyler /Client • Verification of EnerGov db and site functionality • Data Conversion sign -off 0 Move to production phase Sample Project Plan Exhibit 6 WBS *Task name JAssigned To Completed *Planned start *Planned finish Stage EnerGov Product Suite No 1/20/15 2/5/16 1. Planning & Initiation 1 EnerGov Planning and Initiation Stage No 2/5/15 4/24/15 1. Planning & Initiation 1.1 Internal Contract and Scope Review- R Monica Harvell Yes 2/5/15 2/5/15 1. Planning & Initiation 1.2 Welcome Call - R Monica Harvell Yes 2/5/15 2/5/15 1. Planning & Initiation 1.3 SharePoint site creation and customization - R LGD Generic Resource Yes 2/9/15 2/9/15 1. Planning & Initiation 1.4 Deliver Process Collection Templates - R Monica Harvell Yes 2/10/15 2/10/15 1. Planning & Initiation 1.5 Assign Project Team Members - R Monica Harvell Yes 2/9/15 2/9/15 1. Planning & Initiation 1.6 Conduct Planning and Initiation Phone Call - R Monica Harvell No 3/30/15 4/3/15 1. Planning & Initiation 1.7 Preliminary Project Plan - R No 3/16/15 4/3/15 1. Planning & Initiation 1.7.1 Draft Project Plan Monica Harvell Yes 3/16/15 3/27/15 1. Planning & Initiation 1.7.2 Review Project Plan LGD Client No 3/30/15 4/3/15 1. Planning & Initiation 1.7.3 Approve Project Plan LGD Client No 3/30/15 4/3/15 11, Planning & Initiation 1.8 Identify Time for Weekly Status Call - R Monica Harvell No 3/30/15 4/3/15 1. Planning & Initiation 1.9 Provide / Assign Facilities for Tyler Onsite Activities - Onsite LGD Client No 3/30/15 4/24/15 1. Planning & Initiation 1.10 Procure and Configure Necessary Hardware, Non - EnerGov Systems Software, and Networking - Onsite LGD Client No 3/30/15 4/24/15 1. Planning & Initiation 1.11 Deliver Integration Test Environment (as an exact replica of production system) - Onsite LGD Client No 3/30/15 4/24/15 1. Planning & Initiation 1.12 Deliver Completed Process Collection Documents - Onsite LGD Client No 3/30/15 4/24/15 1. Planning & Initiation 1.13 Identify Case Types - Onsite LGD Client No 3/30/15 4/24/15 1. Planning & Initiation 1.14 Deliver a PUBLIC Map Service with Minimum Published Parcel and Address Point Layer - Onsite LGD Client No 3/30/15 4/24/15 2. Assess & Define 1.15 Deliver Scrubbed Legacy Data Dictionary to Tyler (Upload to Tyler's Public FTP Site) - Onsite LGD Client No 3/30/15 4/24/15 2. Assess & Define 1.16 Deliver Project Status Report Sample - R Monica Harvell No 3/30/15 4/3/15 1. Planning & Initiation 1.17 Deliver Sample Sign Off - R Monica Harvell No 3/30/15 4/3/15 1. Planning & Initiation 1.18 Planning and Initiation Stage Client Sign Off No 4/13/15 4/24/15 1. Planning & Initiation 1.18.1 Deliver Planning and Initiation Sign Off to Client - R Monica Harvell No 4/13/15 4/17/15 1. Planning & Initiation 1.18.2 Return Planning and Initiation Sign Off to Tyler - Onsite LGD Client No 4/20/15 4/24/15 1. Planning & Initiation 1.19 Project Management - Planning and Initiation Stage - R Monica Harvell No 2/5/15 4/24/15 1. Planning & Initiation 1.20 (Non -Billable) Project Management- Planning and Initiation Stage - R Monica Harvell I No 2/5/15 4/24/15 1. Planning & Initiation 2 EnerGov Assess and Define Stage No 3/30/15 6/12/15 2. Assess & Define 2.1 Onsite Assess and Define Visit No 3/30/15 5/1/15 2. Assess & Define 2.1.1 Deliver Travel Authorization to Client - R IMonica Harvell I No 3/30/15 4/3/15 2. Assess & Define 2.1.2 Return Travel Authorization to Tyler - Onsite JLGD Client No 4/6/15 4/10/15 2. Assess & Define 2.1.3 Onsite Visit Carl Hockaday No4/27/15 5/1/15 2. Assess & Define 2.1.4 Scope and Document Business Processes to be Implemented (Workflows) - Onsite No 4/27/15 5/1/15 2. Assess & Define 2.1.5 2.2 Develop Project Definition Documents (workflows, spreadsheets, etc.) - Onsite Database Conversion No No 4/27/15 4/20/15 5/1/15 5/1/15 2. Assess & Define 2. Assess & Define 2.2.1 Ensure Client is on Version 9 Ben Mathews No 4/20/15 4/20/15 2. Assess & Define 2.2.2 Deliver Backup Database to Data Services Ben Mathews No 4/20/15 4/25/15 2. Assess & Define 2.2.3 Deliver Converted Database to Implementation Balaji Srinivasan No 4/27/15 5/1/15 2. Assess & Define 2.3 Approve Workflows to be Implemented No 5/11/15 5/22/15 2. Assess & Define 2.3.1 Provide Workflow Sign Off to Client - R Monica Harvell No 5/11/15 5/15/15 2. Assess & Define 2.3.2 Return Workflow Sign Off to Tyler - Onsite LGD Client No 5/18/15 5/22/15 2. Assess & Define 2.4 Deliver Final Project Definition Documents - Onsite LGD Client No 5/22/15 5/22/15 2. Assess & Define 2.5 Review Final Project Definition Documents - R Carl Hockaday No 5/25/15 5/29/15 2. Assess & Define 2.6 Install EnerGov Software - R Mark Cavazos No 3/30/15 5/12/15 2. Assess & Define 2.6.1 Deliver Hardware Survey to Client - R Monica Harvell No 3/30/15 1 4/3/15 2. Assess & Define 2.6.2 Return Hardware Survey to Tyler - Onsite LGD Client No 4/6/15 4/10/15 2. Assess & Define 2.6.3 Complete General Info Doc - R Monica Harvell No 4/13/15 4/17/15 2. Assess & Define 2.6.4 Install Software - R LGD Generic Resource No 4/27/15 4/27/15 2. Assess & Define 2.7 Identify and Document Project Risks and Resolutions - Onsite LGD Client No 5/25/15 5/29/15 2. Assess & Define 2.8 Identify and Document Project Risks and Resolutions -R Monica Harvell No 5/25/15 5/29/15 2. Assess & Define 2.9 Amend Project Scope / SOW as Needed - Onsite LGD Client No 5/25/15 5/29/15 2. Assess & Define 2.10 Amend Project Scope / SOW as Needed - R Monica Harvell No 5/25/15 5/29/15 2. Assess & Define 2.11 Assess and Define Stage Sign Off No 6/1/15 6/12/15 2. Assess & Define 2.11.1 Deliver Sign Off to Client - R Monica Harvell No 6/1/15 6/5/15 2. Assess & Define 2.11.2 Return Sign Off to Tyler - Onsite LGD Client No 6/8/15 6/12/15 2. Assess & Define 2.12 Project Management - Assess & Define - R Monica Harvell No 3/30/15 6/12/15 2. Assess & Define 2.13 (Non -Billable) Project Management -Assess & Define - R Monica Harvell No 3/30/15 6/12/15 2. Assess & Define 3 EnerGov Training, Configuration and Testing Stage No 6/15/15 11/13/15 13. Training, Configuration & Testing Sample Project Plan Exhibit 6 4.2.5 Develop Test Scripts and Testing Criteria - R LGD Generic Resource No Conduct Testing of Custom and Standard Reports - 12 7 15 / / 1/15/16 4. End User Training & Acceptance Testing 4.2.6 4.2.7 Onsite Conduct Testing of Forms -Onsite LGD Client No 12/7/15 1/15/16 4. End User Training &Acceptance Testing 4.2.8 Conduct Testing of Interfaces -Onsite LGD Client No 12/7/15 1/15/16 4. End User Training &Acceptance Testing 4.2.9 Conduct Testing Imports of Data -Onsite LGD Client LGD Client No 12/7/15 1/15/16 4. End User Training &Acceptance Testing Conduct Testing and System Validation for No 12/7/15 1/15/16 4. End User Training &A cceptance Testing 4.2.10 Promotion to End User Training - Onsite LGD Client No 12/7/15 1/15/16 4. End 4.2.11 Conduct Acceptance Criteria Testing - OnsiteLGD Client No User Training &Acceptance Testing 4.2.12 Resolve Acceptance Failures Meet Criteria - R Carl Hockaday 12/7/15 1/15/16 4. End User Training & Acceptance Testing Retest Until Acceptance Criteria are Met or Full No 12/7/15 1/15/16 4. End User Training & Acceptance Testing 4.2.13 Hours Consumed - Onsite LGD Client No 12/7/15 1/15/16 4. End 4.2.14 UAT Sign Off User Training& Acceptance Testing 4.2.14.1 Deliver Sign Off to Client- R No 1/8/16 1/15/16 4. End User Training & Acceptance Testing 4.2.14.2 Return Sign Off to Tyler - Onsite Monica Harvell LGD Client No 1/8/16 1/8/16 4. End User Training & Acceptance Testing 4.2.15 Project Management -UAT - R IMonica Harvell No 1/11/16 1/15/16 4. End User Training & Acceptance Testing 4.2.16 (Non -Billable) Project Management - UAT - R Monica Harvell No 11/30/15 1/15/16 4. End User Training&Acceptance Testing 4.3 Training No 11/30/15 1/15/16 4. End User Training & Acceptance Testing Coordinate with Client to Define Training Logistics No 12/7/15 1/29/16 4. End User Training & Acceptance Testing 4.3.1 and Schedule - R LGD Generic Resource No 1/11/16 1/15/16 4. End User Training & Acceptance Testing Ensure Critical Personnel are Present to Participate 4.3.2 4.3.3 and Assist in Training- Onsite Ensure Trainees are Available for Training - Onsite LGD Client LGD No 1/11/16 1/15/16 4. End User Training & Acceptance Testing 4.3.4 Conduct Training Client No 1/11/16 1/15/16 4. End User Training& Acceptance Testing 4.3.4.1 Deliver Travel Authorization to Client - R Monica Harvell No 12/7/15 1/22/16 4. End User Training& Acceptance Testing 4.3.4.2 Return Travel Authorization to Tyler -Onsite LGD Client No 12/7/15 12/11/15 4. End User Training & Acceptance Testing 4.3.4.3 Onsite U ser Training No 12/14/15 12/18/15 4. End User Training & Acceptance Testing 4.3.5 Training Sign Off LG D Generic Resource No 1/18/16 1/22/16 4. End User Training& Acceptance Testing 4.3.5.1 Deliver Sign Off to Client - R No 1/22/16 1/29/16 4. End User Training & Acceptance Testing 4.3.5.2 Return Sign Off to Tyler - Onsite Monica Harvell No 1/22/16 1/22/16 4. End User Training & Acceptance Testing 4.3.6 Project Management - Training - R LGD Client Monica Harvell No 1/25/16 1/29/16 4. End User Training & Acceptance Testing 4.3.7 (Non -Billable) Project Management -Training -R Monica Harvell No 12/7/15 1/29/16 4. End User Training & Acceptance Testing 5 Production No 12/7/15 1/29/16 4. End User Training& Acceptance Testing 5.1 Define Support Logistics and Schedule- R Carl Hockaday No No 1/25/16 2/5/16 5. Production Ensure Key/Critical Personnel are Present and 1/25/16 1/29/16 5. Production 5.2 Available to Participate - Onsite LGD Client No 1/25/16 1/29/16 5. Production 5.3 Provide Onsite Post Production Support - Onsite Carl Hockaday No 5.4 Assist Customer as Production Issues Arise -Onsite Carl Hockaday 2/1/16 2/5/16 S. Production 5.5 Provide Technical and Functional Support - Onsite Carl Hockaday No 2/1/16 2/5/16 5. Production Develop and Maintain Post Production Issues List - No 2/1/16 2/5/16 5. Production 5.6 5.7 Onsite EnerGov- Project Management - R LGD Client No 2/1/16Production 5.8 (Non -Billable) Project Management - R Monica Harvell Nic 1 1/29/16 1 2/5/16 15. Production Monica Harvell No 1 1/29/16 1 2/5/16 15. Production Sample Project Plan Exhibit 6 3.1 System Configuration and Approval No 6/15/15 7/24/15 3. Training, Configuration & Testing 3.1.1 Configure All Case Types for Permits, Plans, Inspections, Licensing, Etc. - R Carl Hockaday No 6/15/15 7/17/15 3. Training, Configuration & Testing 3.1.2 Perform "Mini -Reviews" with Customer as Portions of Configuration are Complete - R Carl Hockaday No 6/15/15 7/17/15 3. Training, Configuration & Testing 3.1.3 Deliver Completed EnerGov Database to Report Writers and Data Services - R Ben Mathews No 6/15/15 7/17/15 3. Training, Configuration & Testing 3.1.4 Initial Configuration Sign Off - Onsite LGD Client No 6/15/15 7/17/15 13. Training, Configuration & Testing 3.1.5 Provide Testing Scripts and Schedule for Stage 4 - Configuration - R Monica Harvell No 6/15/15 7/17/15 3. Training, Configuration & Testing 3.1.6 System Configuration Sign Off No 7/17/15 7/24/15 3, Training, Configuration & Testing 3.1.6.1 Deliver Sign Off to Client - R Monica Harvell No 7/13/15 7/17/15 3. Training, Configuration & Testing 3.1.6.2 Return Sign Off to Tyler - Onsite LGD Client No 7/20/15 7/24/15 3. Training, Configuration & Testing 3.1.7 Project Management - Configuration- R Monica Harvell No 6/15/15 7/24/15 3. Training, Configuration & Testing 3.1.8 (Non -Billable) Project Management - Configuration - R Monica Harvell No 6/15/15 7/24/15 3. Training, Configuration & Testing 3.2 Internal Review - R No 7/20/15 9/4/15 3. Training, Configuration & Testing 3.2.1 Provide Users Logins for Key Customer Staff - R Carl Hockaday No 7/20/15 7/24/15 3. Training, Configuration & Testing 3.2.2 Conduct Basic System Configuration Testing - Onsite LGD Client No 7/27/15 8/28/15 3. Training, Configuration & Testing 3.2.3 Conduct Basic System Configuration Testing - R Carl Hockaday No 7/27/15 8/28/15 3. Training, Configuration & Testing 3.2.4 Record Testing Results in SharePoint - Onsite LGD Client No 7/27/15 8/28/15 3. Training, Configuration & Testing 3.2.5 Resolve Any System Issues Identified - R Carl Hockaday No 7/27/15 8/28/15 3. Training, Configuration & Testing 3.2.6 Record Testing Results in SharePoint - R Carl Hockaday No 7/27/15 8/28/15 3. Training, Configuration & Testing 3.2.7 Internal Review Sign Off No 8/28/15 9/4/15 3. Training, Configuration & Testing 3.2.7.1 Provide Sign Off to Client - R Monica Harvell No 8/28/15 8/28/15 3. Training, Configuration & Testing 3.2.7.2 Return Sign Off to Tyler - Onsite LGD Client No 8/31/15 9/4/15 3. Training, Configuration & Testing 3.2.8 Project Management - Internal Review - R Monica Harvell No 7/20/15 9/4/15 3. Training, Configuration & Testing 3.2.9 (Non -Billable) Project Management- Internal Review - R Monica Harvell No 7/20/15 9/4/15 3. Training, Configuration & Testing 3.3 Build Specifications Review and Approval No 9/7/15 10/2/15 3. Training, Configuration & Testing 3.3.1 Approve / Disapprove Custom Programming - Onsite LGD Client No 9/7/15 9/25/15 3. Training, Configuration & Testing 3.3.2 Approve / Disapprove Custom Programming - R Carl Hockaday No 9/7/15 9/25/15 3. Training, Configuration & Testing 3.3.3 Deliver Report Samples (in PDF format) - Onsite LGD Client No 9/7/15 9/25/15 3. Training, Configuration & Testing 3.3.4 Deliver Report Specifications (must include formula for every field calculation) - Onsite LGD Client No 9/7/15 9/25/15 3. Training, Configuration & Testing 3.3.5 Allocate time for SMEs to assist in Data Importation Analysis Session - Onsite LGD Client No 9/7/15 9/25/15 3. Training, Configuration & Testing 3.3.6 Build Specifications Sign Off No 9/25/15 10/2/15 3. Training, Configuration & Testing 3.3.6.1 Deliver Sign Off to Client - R Monica Harvell No 9/25/15 9/25/15 3. Training, Configuration & Testing 3.3.6.2 Return Sign Off to Tyler - Onsite LGD Client No 9/28/15 10/2/15 3. Training, Configuration & Testing 3.3.7 Project Management - Build Spec - R Monica Harvell No 9/7/15 10/2/15 3. Training, Configuration & Testing 3.3.8 (Non -Billable) Project Management - Build Spec - R Monica Harvell No 9/7/15 10/2/15 3. Training, Configuration & Testing 3.4 Build No 10/5/15 11/13/15 3. Training, Configuration & Testing 3.4.1 Deliver Scrubbed Legacy Data Dictionary to Tyler - Onsite LGD Client No 10/5/15 11/6/15 3. Training, Configuration & Testing 3.4.2 Deliver Custom Reports - R LGD Generic Resource No 10/5/15 11/6/15 3. Training, Configuration & Testing 3.4.3 Deliver Test Import of Legacy Data for Testing - R LGD Generic Resource No 10/5/15 11/6/15 3. Training, Configuration & Testing 3.4.4 Build Sign Off No 11/6/15 11/13/15 3. Training, Configuration & Testing 3.4.4.1 Deliver Sign Off to Client - R Monica Harvell No 11/6/15 11/6/15 3, Training, Configuration & Testing 3.4.4.2 Return Sign Off to Tyler - Onsite LGD Client No 11/9/15 11/13/15 3. Training, Configuration & Testing 3.4.5 EnerGov - Project Management - Build - R Monica Harvell No 10/5/15 11/13/15 3. Training, Configuration & Testing 3.4.6 (Non -Billable) Project Management - Build - R Monica Harvell No 10/5/15 11/13/15 3. Training, Configuration & Testing 4 End User Training and Acceptance Testing Stage No 11/16/15 1/29/16 4. End User Training & Acceptance Testing 4.1 User Acceptance Planning No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.1.1 Coordinate Training Logistics and Schedule - R LGD Generic Resource No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.1.2 Provide Facilities Suitable to Training and Test Needs - Onsite LGD Client No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.1.3 Recommend Test Strategies, Scenarios, and Best Acceptance Practices - R LGD Generic Resource No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.1.4 UAT Training LGD Generic Resource No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.1.5 System Acceptance Planning Sign Off No 11/20/15 11/20/15 4. End User Training & Acceptance Testing 4.1.5.1 Deliver Sign Off to Client - R Monica Harvell No 11/20/15 11/20/15 4. End User Training & Acceptance Testing 4.1.5.2 Return Sign Off to Tyler - Onsite LGD Client No 11/23/15 11/27/15 4. End User Training & Acceptance Testing 4.1.6 Project Management- Sys Acceptance Planning - R Monica Harvell No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.1.7 (Non -Billable) Project Management - Sys Acceptance Planning - R Monica Harvell No 11/16/15 11/27/15 4. End User Training & Acceptance Testing 4.2 User Acceptance Testing(Execution) No 11/30/15 1/15/16 4. End User Training& Acceptance Testing 4.2.1 Develop Acceptance Schedule - R Carl Hockaday No 11/30/15 12/4/15 4. End User Training & Acceptance Testing 4.2.2 Provide Documented Cutover Strategy- R Monica Harvell No 12/7/15 1/15/16 4. End User Training & Acceptance Testing 4.2.3 Provide Strategic Staff for Acceptance Testing - Onsite LGD Client No 12/7/15 1/15/16 4. End User Training & Acceptance Testing 4.2.4 Provide Acceptance Training - Onsite LGD Client No 12/7/15 1/15/16 4. End User Training& Acceptance Testing