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pttpi://wPremier Support Services Description
DIR-SDD-1927
ww2.dir.state.tx.us/ict/contracts/Pages/Details.aspx?dir contract number=DIR-SDD-1927
(Microsoft Affiliate to complete)
Services Description Number.
(For Microsoft Internal Purposes Only) U5280210
MSL Number
This services description ("Services Description") is made pursuant to the Microsoft Master Services Agreement—
State & Local (the "Agreement") effective as of 10/16/2012, which is incorporated herein by this reference. In this
Services Description"You","Your"or"Customer"means the undersigned customer and"We,""Us,"or"Our"means
the undersigned Microsoft affiliate. Any terms not otherwise defined herein will assume the meanings set forth in the
Agreement. This Services Description is comprised of this cover page and the Services Description terms below,which
are incorporated herein by this reference.
Customer Invoice Information
e of Customer Contact Name(This person receives invoices under this Services
ORFort Worth Description unless otherwise specified on Your purchase order.)
Damon Jackson
ustomer or Affiliate that executed the Agreement if different than the undersigned
® xas, acting by and through the Department of Information Resources
ILL Stre ress Contact E-mail Address
00 10 ckmorton St Damon.Jackson @fortworthtexas.gov
l State/Province Phone
F orth TX 817-392-8992
ountry Postal Code Fax
USA 76102
Invoicing
Premier Support is a prepaid service and all fees and any applicable taxes are due upon acceptance of this Services
VDescription. We must be in receipt of a purchase order, check, or other acceptable form of payment before We will
begin providing Services. We will invoice You for additional Services performed and expenses incurred. Our invoices
are payable within 30 days of receipt by You and will be directed to Your representative for payment at the address
shown above unless otherwise provided in a purchase order in accordance with the Texas Prompt Payment Act.
tom' Notwithstanding the foregoing,multi-year Service Descriptions will be invoiced upon Our acceptance of this Services
Description for year one and the remaining installments will be invoiced at the subsequent anniversaries of the
Commencement Date as defined on the Fee and Named Contacts Schedule(s). Microsoft may adjust our hourly
rates and fees for new or amended statements of services based upon the master agreement rates in effect at the
cl3^ time of execution or amendment.
d �
This Services Description will commence on 08/01/2016(the"Commencement Date") and will expire on 03/31/2017
the"Expiration Date" or the date We conclude the Services,whichever is later.
By signing below the parties acknowledge and agree to be bound to the terms of the Agreement and this Services
Description.
Microsoft Customer
Name of Customer(please print) Name
City of Fort Worth Microsoft Corporation
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V ammier6.4ServioesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 1 of 12 a O
1.OVERVIEW. This Services Description describes the various types of services that may be obtained(the"Services").
In addition, it sets forth the parties'respective responsibilities,prerequisites and assumptions that underlie the provision
of the Services, applicable fees, and additional terms and conditions. The Services focus on the following key areas:
Support Account Management from an assigned Microsoft resource ("Services Resource") helps to build and
maintain relationships with Your management and service delivery staff and helps You arrange each element of the
Premier Support to meet Your business requirements.
Workshops help You to prevent problems, increase system availability and assist with creating products and solutions
based on Microsoft technologies.
Problem Resolution Support provides assistance for problems with specific symptoms encountered while using
Microsoft products,where there is a reasonable expectation that the problem is caused by Microsoft products.
Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution
Service as well as requests for consultative assistance for design, development and deployment issues.
Information Services provide Your staff with the latest knowledge on Microsoft technologies to enhance Your in-house
support capabilities.
2. AVAILABLE SERVICES. You may utilize any combination of the following Services. Unless We specify
otherwise, the Services are charged on an hourly basis and will be deducted from the total number of hours You have
purchased as set forth in the attached Fee and Named Contacts Schedule(s).
2.1 Support Account Management, Support Account Management services are intended to help coordinate the
support and services relationship. The Services Resource is Your advocate within Microsoft and facilitates a team that
can provide Workshops, Problem Resolution Support, and Support Assistance The Services Resource also serves
as the point of information delivery and provides Your feedback regarding the Services to other Microsoft groups. The
Services Resource can also provide the following services which will not be deducted from the pre-paid hours listed in
the Fee and Named Contacts Schedule(s):
a. Planning and Resource Facilitation. At the commencement of this Service Description, an orientation and
planning session can be conducted with Your management and staff via teleconference or onsite if an onsite
visit has been purchased. The purpose of this meeting is to discuss the Services available, gather input
regarding Your support needs, and jointly plan Your use of the Services.
b. Status Meetings and Reporting. A standard status report can be prepared on a regular basis, to summarize
the Services delivered during the previous reporting period. Status meetings will be conducted to discuss
Service activities, monitor Your satisfaction levels, and discuss actions or adjustments that may be required.
Customized reporting can be provided at Your request and any additional related labor will be deducted from
Your Support Assistance hours.
c. Escalation Management. Support issues that require escalation to other resources within Microsoft can be
closely managed by the Services Resource to expedite resolution.
2.2 Workshops and Events. The goal of Workshops and Events is to provide You proactive technical information to
assist in the design,development or deployment of Microsoft technologies. Additional benefits may include instruction
to help reduce the number and minimize the impact of problems related to Microsoft Products that You experience.
Workshops and Events can include the following:
a. Workshops. We can conduct instructor-led training sessions that emphasize Microsoft technologies at Your
facility or on location at Microsoft. If You elect to have a Workshop conducted at Your facility,We will provide
You with specifications for configuring Your environment prior to the delivery of the Workshops. Workshops
are individually scoped and priced depending upon the length,delivery location and material presented. Your
Services Resource can provide You with a current list of available Workshops.
b. Events We can provide broad and deep technical development-focused presentations,combined with hands-
on labs that provide training and facilitate Your implementations of Microsoft technologies. These Events
provide the opportunity to interact with Microsoft product groups, Premier support development resources and
marketing contacts. Your Services Resource can provide You with notification of scheduled Events.
Premier6.4ServicesDescription(NorthAmerica)(US)(English)TX MSA 002012 Page 2 of 12
2.3 Problem Resolution Support. Problem Resolution Support provides assistance for problems with specific
symptoms encountered while using Microsoft products,where there is a reasonable expectation that the problems are
caused by Microsoft products. Problem Resolution Support is available 24 hours a day, 7 days a week. Requests for
support may be submitted via telephone or electronically through the Premier online website by Your designated
contacts, except for Severity 1 and A which must be submitted via telephone as set forth below in Section 2.3(a).
Problem Resolution Support can include any combination of the following:
a. Problem Request(Break-Fix). An assisted break-fix support request, also known as an incident, is defined
as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem
that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall
be considered a separate incident. Incidents requiring an onsite visit will be charged on an hourly basis and
will include charges for reasonable travel and living expenses. In certain situations,We may provide You with
a modification to the commercially available Microsoft product software code to address specific critical
problems("Hotfix(es)")in response to an assisted break-fix support request. Hotfixes are designed to address
Your specific problems and are not regression tested. Except as otherwise provided herein or in an Exhibit,
Hotfixes may not be distributed to unaffiliated third parties without Our express written consent.
Problem resolution support is charged on an hourly basis and includes the commercially reasonable amount
of hours of Services necessary to troubleshoot and help resolve the support issue. Hours-based incidents are
deducted from the pre-paid hours set forth in the attached Fee and Named Contacts Schedule(s)or charged
to You in arrears if all pre-paid hours have been exhausted.
You are responsible for setting the initial severity level in consultation with Us and You can request a change in
severity level at any time. The incident severity will determine the response levels within Microsoft and estimated
response times and Your responsibilities are defined in the following table:
Severity Situation Our Expected Response Your Expected Response
1 Catastrophic business impact: 1s'call response in 1 hour or less Notification of Your Senior
Submission Complete loss of a core(mission Our Resources at Your site as executives
via phone critical)business process soon as possible. Allocation of appropriate resources
only and work cannot reasonably Continuous effort on a 24x7 basis to sustain continuous effort on
continue Rapid Escalation within Microsoft a 24x7 basisz
Needs immediate attention to Product teams Rapid access and response from
Notification of Our Senior change control authority
Executives
A Critical business impact: 1"call response in 1 hour or less Allocation of appropriate resources
Submission Significant loss or degradation of Our Resources at Your site as to sustain continuous effort on
via phone services required. a 24x7 basisz
only Needs attention within 1 hour Continuous effort on a 24x7 basis Rapid access and response from
Notification of Our Senior change control authority
Managers Management notification
B Moderate business impact: 1 s'call response in 2 hours or less Allocation of appropriate resources
Submission Moderate loss or degradation of Effort during Business Hours'only to sustain Business Hours'
via phone services but work can continuous effort
or web reasonably continue in an Access and response from change
impaired manner. control authority within 4
Needs attention within 2 Business Business Hours'
Hours'
C Minimum business impact: 1s'call response in 4 hours or less Accurate contact information on
Submission Substantially functioning with Effort during Business Hours'only case owner
via phone minor or no impediments of Responsive within 24 hours.
or web services.
Needs attention within 4 Business
Hours'
' Business Hours are defined as 6AM to 6PM Pacific Time,Monday through Friday excluding holidays.
2 We may need to downgrade the severity level if You are not able to provide adequate resources or responses to enable
Us to continue with problem resolution efforts.
You may be required to perform problem determination and resolution activities as requested by Us. Problem
determination and resolution activities may include performing network traces,capturing error messages,collecting
configuration information,changing product configurations,installing new versions of software or new components,
or modifying processes.
You are responsible for implementing the procedures necessary to safeguard the integrity and security of Your
software and data from unauthorized access and to reconstruct lost or altered files resulting from catastrophic
failures.
b. Rapid Onsite Support Services. You can request on-site support as an additional billable service. Our ability
to provide onsite support is subject to Our resource availability, and the tasks performed will vary depending
on the situation,environment, and business impact of the issue.
Premier6.4ServicesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 3 of 12
2.4 Support Assistance. Support Assistance provides short-term advice and guidance for problems not covered with
Problem Resolution Support as well as requests for consultative assistance for design, development and
deployment issues. Your Services Resource will work with You to determine Your specific Support Assistance
needs.
The following are types of Support Assistance that can be utilized under this Services Description:
a. Infrastructure Support Assistance. Infrastructure Support Assistance includes informal advice,guidance and
knowledge transfer intended to help You implement Microsoft technologies in ways that avoid common support
issues and decrease the likelihood of system outages.
These services also help You to resolve problems that are not attributed to Microsoft Products including:
• Errors caused by Your networking infrastructure, hardware, non-Microsoft software, operational
procedures, architecture, IT service management process, system configuration or human error.
• Multi-vendor coordination interoperability problems. Upon Your request, We will collaborate with
third-party software suppliers to help resolve complex multi-vendor product interoperability issues.
b. Reviews. A review is an assessment of a specific system, application or architecture to address design,
development, deployment, and supportability issues for current or planned implementations of Microsoft
technologies. Each review is individually scoped and estimated prior to scheduling resources, and a written
report is produced to document findings and recommendations. All requests for reviews and the applicable
data must be submitted to Us no later than 60 days prior to expiration date of the applicable Fee and
Named Contacts Schedule(s).
c. Development Support Assistance. Development Support Assistance helps You in Your creation and
development of internal applications on the Microsoft platform that integrate Microsoft
technologies. Development Support Assistance specializes in Microsoft development tools and technologies.
2.5 Information Services. Information Services provide You with technical information about Microsoft products and
support tools that help You to implement and operate Microsoft products in a more efficient and effective manner.
Information Services can include any combination of the following:
a. Premier online website. The Premier online website provides access to the following information resources
at no additional charge:
• Regularly updated product news flashes documenting key support and operational information about
Microsoft products.
• Critical problem alerts notifying You of potentially high-impact problems.
• Web response tool for submitting and checking the status of support incidents.
• Microsoft KnowledgeBase of technical articles and troubleshooting tools and guides.
b. Support Webcasts. Support webcasts are regularly scheduled webcast discussions led by Our program
managers, developers and professionals covering key areas of Microsoft technology. These are provided at
no additional charge and require high speed internet access to participate.
2.6 Additional Services. You may request changes or additions to this Services Description at any time. Additional
Services that are available for purchase, and the specific terms and conditions applicable to those Services, may be
set forth in this Services Description, an attached Exhibit and/or Fee and Named Contacts Schedule(s). Additional
Services will be invoiced at the prevailing price at the time the Services are rendered or upon acceptance of an Exhibit
and/or Fee and Named Contacts Schedule(s)referencing this Services Description. If you purchase additional Problem
Resolution Support hours or convert Software Assurance hours to Problem Resolution Support hours, you may also
be required to purchase additional Services Management hours. Prior to delivering additional Services,We must be in
receipt of a purchase order, check or other acceptable form of payment.
3. PREREQUISITES AND ASSUMPTIONS. Our delivery of Services under this Services Description is based upon
the following Prerequisites and Assumptions:
a. All Services will be provided remotely to Your locations in the United States unless otherwise set forth in an
Exhibit to this Services Description. Where additional onsite visits are mutually agreed and not pre-paid,You
will be billed for reasonable travel and living expenses. You will reimburse us for reasonable travel expenses
In accordance with the State of Texas Reimbursement Guidelines as found In Article IX of the Appropriations
Act, Senate Bill 1 (81st Legislature), and provided such travel expenses are specified.
b. All Services will be provided in the English language unless otherwise agreed to by You and Us in writing or
in an Exhibit to this Services Description.
Premier6.4ServicesDescription(NorthAmedca)(US)(English)TX MSA Oct2012 Page 4 of 12
c. We will provide support for all United States versions of commercially released generally available Microsoft
products unless otherwise set forth in an Exhibit to this Services Description or specifically excluded on the
Premier online website. Support for those Microsoft products that have entered the Extended Support Phase,
as defined on the Premier online website,will be charged on an hourly basis only. Non-security related Hotfix
support is not available for Microsoft products that have entered the Extended Phase of support unless You
have purchased such support in an Exhibit to this Services Description.
d. Support for pre-release products is not provided except as otherwise provided in an attached Exhibit.
e. ALL SERVICES, INCLUDING ANY ADDITIONAL SERVICES PURCHASED DURING THE TERM OF FEE
AND NAMED CONTACTS SCHEDULE(S)SHALL BE FORFEITED IF NOT UTILIZED DURING THE TERM
OF THE APPLICABLE FEE AND NAMED CONTACTS SCHEDULE(S).
f, Support Assistance is dependent upon the availability of resources.
g. We can access Your system via remote dial-in to analyze problems at Your request. Our personnel will access
only those systems authorized by You. We may provide You with software to assist with problem diagnosis
and/or resolution. Such software is Microsoft's property and must be returned to Us promptly upon request.
In order to utilize remote dial-in assistance,You must provide Us with the appropriate access and necessary
equipment.
h. You must have access to the Internet in order to take advantage of Internet-based services.
i. Additional Prerequisites and Assumption may be set forth in relevant Exhibits.
4. YOUR RESPONSIBILITIES. This section sets forth Your performance obligations under this Services Description.
Our performance is predicated upon You fulfilling the following responsibilities in addition to those set forth in Section
2.3 and any applicable Exhibits. Failure to comply with the following responsibilities may result in delays of Service.
a. You can designate named contacts as set forth in the attached Fee and Named Contacts Schedule(s),one of
which will be the Customer Support Manager("CSM")for support related activities. The CSM is responsible
for leading Your team and will manage all of Your support activities, and internal processes for submitting
support requests to Us. Each contact will be supplied with an individual account number for access to the
Premier online website, support issue submission and access to Your Services Resource. In addition to the
named contacts, You may also identify two types of group contacts as follows:
• One type will receive a shared account ID that provides access to the Premier online website for
information content and the ability to submit support requests through the Premier online website or by
telephone.
• One type will receive a shared account ID that provides access to the Premier online website for
information content only.
b. You agree to work with Us to plan for the utilization of Services based upon the service level You purchased.
c. You agree to provide an internal escalation process to facilitate communication between Your management
and Us as appropriate.
d. You agree to respond to customer satisfaction surveys We may provide to You from time-to-time regarding
the Services.
e. You agree to provide reasonable office space,telephone and high speed internet access,and access to Your
internal systems and diagnostic tools to Our Services Resources that are required to be on-site.
f. You are responsible for any travel and expenses incurred by Your employees or contractors.
5. ADDITIONAL TERMS AND CONDITIONS. Except as otherwise set forth in an Exhibit (or attachment to an
Exhibit)to this Services Description, this section governs the ownership and use rights of any computer code or other
materials that may be provided under this Services Description.
a. Pre-existing Work. All rights in any computer code or materials developed or otherwise obtained by or for
Us or Our affiliates, or You or Your affiliates independently of this Services Description ("Pre-existing Work")
shall remain the sole property of the Party providing the Pre-existing Work. During the performance of the
Services for this Services Description,each Party grants to the other Party(and Our contractors as necessary)
a temporary, non-exclusive license to use, reproduce and modify any of its Pre-existing Work provided to the
other Party solely for the performance of such Services. We grant You a non-exclusive, perpetual, fully
Premier6.4SenricesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 5 of 12
paid-up license to use, reproduce and modify (if applicable) Our Pre-existing Work in the form delivered to
You for Your internal business operations without any obligation of accounting or payment of royalties. Your
licenses to Our Pre-existing Work are conditioned upon Your compliance with the terms of the Agreement and
this Services Description and the perpetual license applies solely to Our Pre-existing Work that is left to You
at the conclusion of Our performance of the Services.
b. Materials. All rights in any materials developed by Us (other than software code) and provided to You in
connection with the Services("Materials")shall be owned by Us except to the extent such Materials constitute
Your Pre-existing Work. Upon payment in full,We grant You a non-exclusive, perpetual,fully paid-up license
to use, reproduce and modify the Materials solely for Your internal business operations and without any
obligation of accounting or payment of royalties. You may sublicense the rights granted herein to Your
Affiliates. All rights not expressly granted, are reserved.
c. Sample Code. We grant You a nonexclusive, perpetual, royalty-free right to use, reproduce and modify any
software code provided by Us for the purposes of illustration ("Sample Code")provided that You agree: (i)to
not use Our name, logo,or trademarks in Your software in which the Sample Code is embedded, (ii)to include
a valid copyright notice on Your software in which the Sample Code is embedded;and(iii)to use Your software
in which the Sample Code is embedded for your internal business operations only and not to distribute such
software to third parties without our written consent.
d. Open Source License Restrictions. Because certain third party license terms require that computer code
be generally (i) disclosed in source code form to third parties; (ii) licensed to third parties for the purpose of
making derivative works; or(iii) redistributable to third parties at no charge(collectively, 'open source license
terms"), the license rights that each Party has granted to any computer code (or any intellectual property
associated therewith) do not include any license, right, power or authority to incorporate, modify, combine
and/or distribute that computer code with any other computer code in a manner which would subject the other's
computer code to open source license terms.
Furthermore, each Party warrants that it will not provide or give to the other Party computer code that is
governed by open source license terms.
e. Reservation of Rights. All rights not expressly granted in this Section 5 are reserved.
6. Attachments: The following Schedule(s)and Exhibits are attached at the execution of this Services Description:
Microsoft Premier Support Services Description Schedule: Third Tier Support
0 Microsoft Premier Support Services Description Schedule: Designated Support Engineering
0 Microsoft Premier Support Services Description Schedule: Premier Support for Developers
0 Microsoft Premier Support Services Description Schedule: Fee and Named Contacts Schedule
Premier6.4ServicesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 6 of 12
Microsoft Premier Support Services Description Exhibit :
Third Tier Support
(For Microsoft Internal Purposes Only)
Premier Support Services Description Number
This Exhibit is made pursuant to the Microsoft Premier Support Services Description identified above (the "Services
Description"). The terms of the Services Description are incorporated herein by this reference. Any terms not
otherwise defined herein will assume the meanings set forth in the Services Description.
This Exhibit will commence on 08/01/2016 (the "Commencement Date") and will expire on 03/3112017 according to
the dates set forth in the attached Services Description.
1. OVERVIEW. The following Services are provided in addition to those set forth in the Services Description.
THIRD TIER SUPPORT RESPONSIVE SERVICES. The Third Tier Support team is comprised of specialists
in defined product areas who will respond to Your Problem Resolution requests,for the technologies specified
in the Fee and Named Contacts Schedule(s), between the hours of 6:00 A.M. to 6:00 P.M., PST, Monday
through Friday excluding holidays. Problem Resolution requests submitted to the Third Tier Support team
("Third Tier Support requests") may require resources from standard product support professionals for
resolution, although the Third Tier Support team retains primary responsibility for the Third Tier Support
request. Third Tier Support requests are charged on an hourly basis and will be deducted from the prepaid
Third Tier Support hours set forth in the Fee and Named Contacts Schedule(s).
2. PREMIER THIRD TIER SUPPORT PREREQUISITES AND ASSUMPTIONS. In addition to those prerequisites and
assumptions outlined in Section 3 of Your Services Description, Our delivery of the Services outlined in this Exhibit are
based upon the following Prerequisites and Assumptions:
a. The Third Tier Support Team will only provide support for the predefined set of Microsoft technologies
defined in the Fee and Named Contacts Schedule(s).
Premier6,4ServicesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 7 of 12
Microsoft Premier Support Services Description Exhibit.
Dedicated Support Engineering (DSE)
(For Microsoft Internal Purposes Only)
Premier Support Services Description Number
(For Microsoft Internal Purposes Only)
Exhibit Number
This Exhibit is made pursuant to the Microsoft Premier Support Services Description identified above (the
"Services Description"). The terms of the Services Description are incorporated herein by this reference.
Any terms not otherwise defined herein will assume the meanings set forth in the Services Description.
This Exhibit will commence on 08/01/2016 (the"Commencement Date") and will expire on 03/31/2017 according to
the dates set forth in the attached Services Description.
1. OVERVIEW: The following Services are provided in addition to those set forth in the Services Description:
2. DEDICATED SUPPORT ENGINEERING: Dedicated Support Engineering is available during normal business
hours (defined below) and supports the specific Microsoft products/technologies designated in Your Fee and
Named Contact Schedule(s) with a focus on delivering engaged, hands-on preventative support. Dedicated
Support Engineering hours are deducted from the total number of Dedicated Support Engineering hours
designated in your Fee and Named Contacts Schedule(s). Normal business hours are defined as 8AM to 5PM in
the local time where the DSE resources are located, Monday through Friday excluding holidays. After normal
business hours,You should follow existing Premier Support procedures for initiating and escalating incidents.Your
Technical Account Manager will engage Your Dedicated Support Engineering resource(s)after normal business
hours for critical situations as needed.
3. DELIVERABLES:Dedicated Support Engineering resource(s)will be allocated,prioritized and assigned as agreed
upon by both parties during an initial engagement kick-off meeting,which will be documented and delivered to You
in a Premier Service Delivery Plan. The focus of the DSE Services include but are not limited to:
a) Problem Prevendon/lncident Resolution designed to:
• Supplement the current Microsoft Premier Support engagement through delivery of timely and high
quality problem prevention/incident resolution, both directly and working in conjunction with Microsoft
internal customer support resources.
• Work in conjunction with Microsoft internal customer support resources to act as a 'catalyst'for incident
resolution that are within the Dedicated Support Engineering resources'products/technologies skill sets.
• Develop and implement strategies for providing proactive support resulting in fewer incidents, increased
availability of Your covered Microsoft products/technologies,and supportable deployments.
• Commercially reasonable attempts will be made to determine root cause of recurring incidents and
provide recommendations to prevent further disruptions in the designated Microsoft
products/technologies.
b) TechnlcaUBusiness Focus designed to:
• Maintain deep knowledge of Your current and future business requirements and configuration of Your
information technology environment to provide high quality focused support.
• Proactively document recommendations of the use of Premier Support related deliverables, e.g.
supportability reviews, healthchecks, workshops,risk assessment programs, etc. to improve the
operational health of the designated Microsoft products/technologies deployed in Your environment.
• Ensure deployment and operation activities are consistent with Your planned and current
implementations of designated Microsoft products/technologies.
Premier6.4ServicesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 8 of 12
• Ensure maximum possible knowledge transfer to enhance Your support staffs'technical and operational
skills for the designated Microsoft products/technologies.
• Encourage and assist in the creation and maintenance of customer-specific documentation to support
Your environment configuration, disaster recovery, network topology, IT/Operations scorecard, etc. for
the designated Microsoft products/technologies.
c) Integration of Work designed to:
• Ensure tight integration of their work with that of Your assigned Technical Account Manager to ensure
coordinated service delivery.
• Develop a relationship with any Microsoft resource(s)at Your site,resulting in more participation in project
planning and thus improved operational health on the designated Microsoft products/technologies.
Premier6.4ServicesDescription(NorthAmerica)(US)(English)TX MSA 0ct2012 Page 9 of 12
Microsoft Premier Support Services Description Exhibit:
Premier Support for Developers (PSFD)
(For Microsoft Internal Purposes Only)
Premier Support Services Description Number
(For Microsoft Internal Purposes Only)
Exhibit Number
This Exhibit is made pursuant to the Microsoft Premier Support Services Description identified above (the
"Services Description"). The terms of the Services Description are incorporated herein by this reference.
Any terms not otherwise defined herein will assume the meanings set forth in the Services Description.
This Exhibit will commence on 08/01/2016 (the"Commencement Date") and will expire on 03/31/2017
according to the dates set forth in the attached Services Description.
I. OVERVIEW: The following Services are available in addition to those set forth in the Services Description:
PREMIER SUPPORT FOR DEVELOPERS(PSFD): PSFD Services are focused at developers who are building,
deploying and supporting applications on Microsoft's platform. PSFD Services consist of Support Account
Management,as described in Section 2.1,provided by an assigned Application Development Manager(ADM)and
Support Assistance, as described in Section 2.4 of Your Services Description, provided by Your Application
Development Manager(ADM) (with assistance from other Microsoft engineering resources as necessary). Your
Application Development Manager (ADM) is focused on delivering strategic advice on development and testing
methodologies and on development issues encountered while using Microsoft products. PSFD Services are
available during normal business hours. Normal business hours are defined as 8AM to 5PM in the local time where
the Application Development Manager(ADM)resources are located, Monday through Friday excluding holidays.
2. PREREQUISITES AND ASSUMPTIONS. In addition to those prerequisites and assumptions outlined in Section
3 of Your Services Description, Our delivery of the Services outlined in this Exhibit are based upon the following
Prerequisites and Assumptions:
a. The only source code to which You may provide Us access is Microsoft code or code You own. Regarding
such code, Our Services will be limited to review of the code for the purposes of problem isolation,
interoperability analysis and the development of advice and guidance We provide to You under the
Services Description and this Exhibit. Our modification of such source code for any reason is outside the
scope for these Services.
b. Except as provided in 2.a.above,You agree not to provide Us with access to non-Microsoft source code
or source code information. For any such non-Microsoft code, Our Services will be limited to analysis of
binary data such as a process dump or network monitor trace for problem isolation purposes only.
c. PSFD Services consist of advice and guidance only. No code based Services Deliverables will be
provided under this Exhibit except for Sample Code,which is addressed in Your Services Description.
d. Except as expressly set out in the Services Description and this Exhibit, we are not obligated to assist
You in resolving any issue that is caused by non-Microsoft products(s).
3. FEES. Fees associated with this Exhibit will be reflected in Your Fee and Named Contact Schedule(s).
Premier6.4ServicesDescription(NorthAmerica)(US)(English)TX MSA Oct2012 Page 10 of 12
Microsoft Premier Support Services Description Schedule:
Fee and Named Contacts
Texas DIR website
(Contract* DIR-SDD-1927)
http:/twww2.dir.state.tx.us/icV contracts/Pages/Details.aspx?dir contract number-DIR-SDD-1927
(Microsoft Affiliate to complete)
Premier Support Services Description Number
(Microsoft Affiliate to complete)
Schedule Number NEW
Customer Name: City of Fort Worth
This Schedule is made pursuant to the Microsoft Premier Support Services Description identified above(the"Services
Description"). The terms of the Services Description and applicable Exhibits are incorporated herein by this reference
and by accepting Our performance of Services under this Schedule You agree to be bound by these terms. Any terms
not otherwise defined herein will assume the meanings set forth in the Agreement and the Services Description.
Regardless of any terms and conditions contained in any purchase order,the terms of this Schedule apply.
This Schedule will commence on 08/01/2016 (the "Commencement Date") and will expire on 03/31/2017 (the
"Ex iration Date")or the date We conclude the Services,whichever is later.
1. PREMIER SUPPORT SERVICES AND FEES. The quantities listed in the table below represent the amount of
Services that You have pre-purchased for use during the term of this Schedule and applicable fees.
a. Fee Summary
Services Summary Total Price(USE)
Country: United States $49,580
Total Amount Due 1 $49,580
b. Services by Support Location
Country: United States
(Premier Standard 0)
• Support Account Management(estimated at 100 hours)
• Up to 40 hours for Support Assistance'
• Up to 80 hours for Problem Resolution Support
• Unlimited User Access to Premier Online Website
'All registration requirements for Workshops and Events must be completed by You no later than 60 days
prior to the expiration date of this Fee and Named Contacts Schedule(s).
PremierFNCSv7.0(NA)(US)(English)TX MSA Oct2012 Page 11 of 12
2. MICROSOFT CONTACT
Microsoft Contact: Contact for questions and notices about this Schedule and the Services Description:
E ft Contact Name: Chelsea Bode
: Microsoft Corporation
tonelake Blvd. Ste.225
X 78759
.microsoft.com 512-578-6848
-708-7929
3. Customer Named Contacts
CSM Name: Named Contact Name:
Address: Address:
Phone: Phone:
Email: Email:
Named Contact Name: Named Contact Name:
Address: Address:
Phone: Phone:
Email: Email:
PremierFNCSv7.0(NA)(US)(English)TX MSA Oct2012 Page 12 of 12