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HomeMy WebLinkAboutC17-358 Arapahoe County - HSConnects Services AgreementHSConnects Services Agreement This Agreement (the "Agreement") is made by and between the Board of County Commissioners of the County of Arapahoe ("Arapahoe County") and the Board of County Commissioners of Eagle County (the "Subscribing County") as of _10/24/2017 1. Purpose of Agreement. This Agreement defines the relationship between Arapahoe County, the pro- vider of the HSConnects computing platform and other software applications, and the Subscribing County. This is an addendum to the GovPrime Intergovernmental Agreement (the "GovPrime Agree- ment") between Arapahoe County and the Subscribing County to define HSConnects services pro- vided. 2. Definitions. Defined terms in the GovPrime Agreement apply to this Agreement. 2.1. Tier Support is support for issues that are due to software defects or environmental issues re- lated to the functionality of the HSConnects atthe SaaS level. Tier 3 Support does not cover issues with the Subscribing County's environment, as those issues are not within Arapahoe County's control. Tier 3 Support also does not support issues that are a result of configuration changes in the software made by the Subscribing County that create undesirable results, unless the issue is due to a defect in the software or environment. 3. Services. Arapahoe County agrees to provide to Subscribing County access to all core functionality to HSConnects as a SaaS. 3.1. Subscription Service. HSConnects is a SaaS and this Agreement grants access to the services on a named user basis. This Agreement does not grant ownership rights to the Subscribing County. The GovPrime Agreement grants a license to the Subscribing County. 3.2. Additional Solutions. Over time, Arapahoe County anticipates building additional solutions that may increase functionality of HSConnects. Because the Subscribing County may not be interested in these additional solutions, Arapahoe County may opt to exclude these solutions from the HSConnects SaaS offering in order to prevent the Subscribing County from paying additional fees for unwanted solutions. Therefore, this Agreement only represents the components that are con- sidered part of the core functionality of HSConnects. 3.3. Shared Environment. HSConnects is built on multitenant architecture. Therefore, the Subscribing County will be using the same SaaS installation as other subscribing counties. 4. Data Sources and Functionality. Currently, HSConnects contains data from the following State sys- tems: CBMS, TRAILS and ACSES. Arapahoe County may choose to add additional data sources as they become available, depending on the value gained by adding additional data sources. 4.1. Arapahoe County will consider adding additional data sources upon the request of the Subscrib- ing County. Arapahoe County will look at effort, cost, and value to all subscribers when evaluating C17-358 additional data source requests. Arapahoe County may require the subscriber pay an additional fee for adding additional data sources. 4.2. If the Subscribing County has liability concerns regarding having its data added to HSConnects from State or third party data sources the Subscribing County may request that its data be ex- cluded from data imports. Requests will be honored unless there is a compelling case made that excludingthe data from the Subscribing County impacts the ability of the other subscribing coun- ties to complete their required duties, and that the Subscribing County would normally have ac- cess to this data through common State or third party data sources. 5. Support. Arapahoe County agrees to provide Tier 3 support to the Subscribing County. In addition to Tier 3 Support, Arapahoe County will provide help troubleshooting issues not related to HSConnects SaaS environment for the Subscribing County when feasible. Arapahoe County reserves the right to have a third party provide support where appropriate. 5.1. Support Levels. All support requests will be handled as described in the below matrix. Arapahoe County understands the impact to Users of system issues, as it will also be a User. Therefore, Arapahoe County will make its best effort to meet the stated expectations below. As this is a shared environment, all resolutions to incidents need to consider the impact of the resolution on all Users. 5.2. Normal Support Hours. Arapahoe County support hours are 7:00 am to 5:00 pm Monday through Friday (MT), with the exclusion of County holidays. These hours are subject to change. 5.2.1.County holidays. Arapahoe County holidays are: New Year's Day, Martin Luther King Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans' Day, Thanksgiving Day, Day after Thanksgiving, the second half of Christmas Eve Day and Christmas Day. These holidays are subject to change. Critical Severity Available: 24 hours/day, 7 days/week Description All or a substantial portion of the system is not functioning. All or most of the Users are experiencing these issues. There is not a work- around, expect to use a complete manual process. Initial Response Arapahoe County has a staffed service desk during Normal Support ]lours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 10 minutes during Normal Support Hours and 30 minutes af- ter hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the critical incident. If the incident impact changes to a dif- ferent level, Arapahoe County will change the severity classification and will work toward that classification's resolution response. Peri- odic updates will be provided to the Subscribing County on a mutu- ally agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost, and, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all subscribing counties, Arapahoe County will consider if support work was caused by the actions of one subscribing county, and if the responsible sub- scribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate for each individual being charged back following the first cumu- lative hour of support county should be solely responsible for the costs. Charging back a single subscribing work over a 30 -day period. High Severity Normal Support Hours Description Major functionality is severely impaired for all Users or a subset of users. Business functions can continue in a diminished fashion. There are workarounds to complete the impacted business func- tions, or those impacted business functions are not part of the core business process, and as such, do not highly impact the subscribing counties' ability to complete their work. Initial Response Arapahoe County has a staffed service desk during normal County business hours. After hours, there is an on call staff member availa- ble to field all issues. Arapahoe County will make its best effort to re- spond within 2 hours during Normal Support Hours and 4 hours after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the high severity incident. If the incident impact changes to a different level, Arapahoe County will change the severity classifica- tion and will work toward that classification's resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Inci- dent is reported. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all subscribing counties, Arapahoe County will consider if support work was caused by the actions of one subscribing county, and if the responsible sub- scribing county should be solely responsible for the costs. Charging back a single subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate for each individual being charged back. Medium Severity Normal Support Hours Description Partial or non-critical loss of functionality. Business impact is consid- ered marginal or an annoyance. Initial Response Arapahoe County has a staffed service desk during normal County business hours. Arapahoe County will make its best effort to respond within 6 business hours during Normal Support Hours. There is no af- terhours support for medium severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the medium severity incident. Arapahoe County will make its best effort to identify the root cause of medium severity in- cidents within four business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that clas- sification's resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all subscribing counties, Arapahoe County will consider if support work was caused by the actions of one subscribing county, and if the responsible sub- scribing county should be solely responsible for the costs. Charging back a single subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate for each individual being charged back. Low Severity Normal Support Hours Description Negligible impact to functionality. Business impact is considered in- consequential. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. Arapahoe County will make its best effort to respond within 8 business hours. There is no afterhours support for low severity inci- dents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the low severity incident. Arapahoe County will make its best effort to identify the root cause of low severity inci- dents within seven or more business days. Arapahoe County will de- termine the most expedient timing for releasing the fix to produc- tion. If the incident impact changes to a different level, Arapahoe County will change the severity classifications and will work toward that classification's resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense snared by all subscribing counties, Arapahoe County will consider if support work was caused by the actions of one subscribing county, and if the responsible sub- scribing county should be solely responsible for the costs. Charging back a single subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate for each individual being charged back. 6. Pricing. 6.1. Pricing will be defined on a User subscription basis. 6.2. Arapahoe County will audit the system on a regular basis to determine the number of Users who have been granted access to the system. Audits will occur no less than once a month. The monthly total number of Users for months with multiple audits will be calculated by averaging the audit findings. Utilization of the system will be reported in the quarterly invoicing by Arapa- hoe County. 6.3. The Subscribing County will be charged $52.50 per User per quarter. 6.4. Billing for the GovPrime platform and any Provisioned applications will be done quarterly. Pay- ment terms are Net 30 days. 6.5. Pursuant to C.R.S. § 29-1-110, as amended, the financial obligations of the Subscribing County as set forth herein after the current fiscal year are contingent upon funds for that purpose being appropriated, budgeted and otherwise available. This Agreement is automatically terminated on January 1st of the first fiscal year for which funds are not appropriated. The Subscribing County shall give Arapahoe County written notice of such non -appropriation and termination in accord- ance with the provisions of Section 6 of the GovPrime Intergovernmental Agreement. 7. Term of the Agreement. This Agreement shall commence upon the date first written above, and sub- ject to the provisions of paragraph 11 hereof, shall continue in full force and effect through 1 year from execution 8. Extension or Modification. This Agreement shall be automatically renewed for successive periods of 12 months (each a "Renewal Term"), unless either party notifies the other party that it does not desire to renew this Agreement in writing, at least sixty (60) days before the end of the initial term or any Renewal Period. Any amendments or modifications shall be in writing signed by both parties. 9. Termination. Subscribing County and Arapahoe County may terminate this Agreement, in whole or in part, at any time and for any reason, with or without cause, and without penalty therefor with sixty (60) calendar days' prior written notice to the other party. Subscribing County shall pay Arapahoe for Services satisfactorily performed to the date of termination. 10. Data. 10.1. Ownership. All data and documents entered by the Subscribing County, functioning as an agent of the State, into the HSConnects system shall be considered to be owned by the State of Colorado, except for any documents or data that the federal government declares ownership of as part of providing services on behalf of the state or the federal government. Resolution of any dispute regarding data ownerships between the Subscribing County and the State or the federal government shall be the responsibility of the Subscribing County. 10.2. Data Sharing. Because there is tremendous value to all parties in sharing data related to the executing the administration of Human Services for the State, there is an expectation that all subscribing counties participate in data sharing. Arapahoe County will work with subscribing counties to define what items should be shared between the subscribing counties, and what items should be shared with the State. The other subscribing counties, Subscribing County and Arapahoe County will be tasked to create a framework for sharing that supports each county's execution of local Human Services activities, but protects the Subscribing County's and its em- ployees' privacy and security. The other subscribing counties, Subscribing County and Arapahoe County may also define data to share with the State, when sharing predefined data with the State helps the subscribing counties meet State requirements or the Subscribing County's business process. 10.3. Data Detention. Various state and federal programs require the retention of data that may be uploaded into HSConnects for various durations. HSConnects will have a mechanism to purge data and files based on state, federal and or community established retention guidelines. If the Subscribing County needs access to files beyond the scheduled purged date, it is the Sub- scribing County's responsibility to secure a copy of all needed files. This may be accomplished by downloading a copy to the Subscribing County's system. In the future, there will be a process to mark files "do not purge unit", but until that functionality is in place it will be up to the Sub- scribing County to maintain copies of files that it needs post purge date. 10.4. Backup and Recovery. HSConnects will be built with functio na I ity to allow Users to recover deleted files on a single file basis. Arapahoe County also has plans to build the functionality for versioning. Arapahoe County will provide basic training on the capabilities of file recovery and versioning, but it is the responsibility of the Subscribing County to understand the limitation of these tools. Arapahoe County will leverage from the Designated Partner redundant storage to help prevent data loss from hardware or environment failures. Arapahoe County will also keep a backup copy of files and data for disaster recovery purposes with a recovery point of no longer than 24 hours old. Disaster recovery copies will be used in the case of major system data loss. 11. Infrastructure Requirements. As requirements change from time to time, Arapahoe County will make available, upon request, a reference sheet of hardware requirements for using HSConnects. 12. Release Management. Arapahoe County uses an Agile Methodology of development at this time. As prescribed in Agile Methodology, Arapahoe County will perform frequent releases. Arapahoe County will perform any release that impacts the services during a maintenance window to be defined and communicated to the Subscribing County at least 72 hours in advance, unless emergency mainte- nance is required. Arapahoe County reserves the right to perform off cycle releases after hours or during business hours if system functionality needs to be restored. in the situation where mainte- nance is required outside of a maintenance window, Arapahoe County will give the Subscribing County as much notice as reasonably possible. 13. General Provisions. 13.1. The Parties agree that in the event that the Subscribing County transitions to a software solution other than the HSConnects, the Subscribing County may release the necessary and de- tailed information solely for the purpose of facilitating the conversion of its data to the new sys- tems and that Arapahoe County will reasonably cooperate with the Subscribing in said transition. 13.2. The provisions of Paragraphs 12 and 14-31 of the GovPrime Agreement are incorporated herein by this reference as if fully set forth. IN WITNESS WHEREOF, each party, by signature below of its authorized representative, hereby acknowledges that it has read this Agreement, understands it and agrees to be bound by its terms and conditions. COUNTY OF ARAPAHOE, STATE OF COLORADO, By and Through Its BOARD OF COUNTY COMMISSION- ERS -, 7 15 W41pnoo M"m . 4 WWF.,� mm, OF epe, Chair Zi Attest: �0E coil Qcl ■ Q� By: Clerk to the Board COUNTY OF EAGLE, STATE OF COLORADO, By and Through Its BOARD OF COUNTY COMMISSION- ERS By: Lc77� Allan H, Ryan, Chair Attest: By: Regina O'Brien, Clerk to the Board Implementation SOW 1. Definitions 1,1. Go Live Issue 1.2. Post Go Live Issue 2. Subcontractors 3. Phase 4. Milestones 5. System Acceptance 5.1. Details 5.2. QA and Testing 5.3. Subsystems acceptance 5.3.1.CBMS 5.3.2.ACSES 5.3.3.TRAI LS 5.4. Go Live 5.4.1.CBMS 5.4.2.ACSES 5.4.3.TRAILS 6. Arapahoe County Deliverables 6.1. Configuration of GovPrime to accept Subscribing Counties Azure active directory connection 6.2. Access to HSConnects 6.3. Core Set of CBMS business objects defined 6.4. Access to all current screens to perform human services tasks and subscriber level administra- tion 6.4.1.Screen customization and new screen creation is considered out of scope 6.5. Core Set of ACSES business objects defined 6.6. To be delivered after the initial implementation 6.7. Core Set of TRAILS business objects defined 6.8. To be delivered after the initial implementation 6.9. Project Manager 6.10. Human Services Business Process Expertise in an Automated Environment 6.11. Training 6.12. Train the configuration specialists 6.13. Train the End User Trainer 7. Subscribers Responsibilities 7.1. Configuration of subscribing counties end of the security integration to their Azure active direc- tory system for the purpose of authenticating subscribing county's users. 7.2. Expert(s) in Subscribing County's Business Processes 7.3. Business Analysist 7.4. Project Manager 7.5. Change Management 7.6. Training 7.7. Workflow configuration 7.8. Documentation S. Change of Scope Procedures 9. Costs 9.1. Travel 9.2. Mileage 9.3. Meals 9.4. Hotel 9.5. Hourly