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Contract 48499
CITY SECRETARY lMorojwoLA SDLUTioNs 0011TRACT 140. 49�Lllw Master Agreement for Hosting Motorola Solutions, Inc. ("Motorola"), and the City of Fort Worth ("Customer") enter into this "Agreement," pursuant to which Customer will purchase and Motorola will sell the Services, as described below. Motorola and Customer may be referred to individually as a "Party" and collectively as the "Parties." For good and valuable consideration, the Parties agree as follows: Section 1 EXHIBITS The exhibits listed below are incorporated into and made a part of this Agreement. In interpreting this Agreement and resolving any ambiguities, the main body of this Agreement takes precedence over the exhibits, unless otherwise specified, and any inconsistency between the exhibits will be resolved in their listed order. Exhibit A Hosting Service Level Agreement Exhibit B "Statement of Work"or"SOW" dated_December 20, 2016 Exhibit C "Pricing and Payment Schedule" dated_December 20, 2016 Exhibit D Addendum to Master Agreement for Hosting Section 2 DEFINITIONS Capitalized terms used in this Agreement have the following meanings: 2.1. "Hosting Services" means hosting and support of PremierOne CSR software application functionality, for Customer access, as described in Exhibit A. 2.2. "Confidential Information" means any information that is disclosed in written, graphic, verbal, or machine-recognizable form, and is marked, designated, or identified at the time of disclosure as being confidential or its equivalent; or if the information is in verbal form, it is identified as confidential at the time of disclosure and is confirmed in writing within thirty (30) days of the disclosure. Confidential Information does not include any information that: is or becomes publicly known through no wrongful act of the receiving Party; is already known to the receiving Party without restriction when it is disclosed; is or becomes, rightfully and without breach of this Agreement, in the receiving Party's possession without any obligation restricting disclosure; is independently developed by the receiving Party without breach of this Agreement; or is explicitly approved for release by written authorization of the disclosing Party. 2.3: "Contract Price" means the price for the Services, excluding applicable sales or similar taxes and freight charges. 2.4. "Effective Date" means December 14, 2016. 2.5. "Equipment" means the equipment that is furnished by Motorola for Customer use or access under this Agreement. 2.6. "Force Majeure" means an event, circumstance, or act of a third party that is beyond a Party's reasonable control (e.g., an act of God, an act of the public enemy, an act of a government entity, strikes or other labor disturbances, hurricanes, earthquakes, fires, floods, epidemics, embargoes, war, and riots). 2.7. "Implementation Services" means services to initiate, or change, Hosting Services, including, but not limited to, project management, equipment installation and setup, software installation and configuration and training. 2.8. "Infringement Claim" means a third party claim alleging that the Equipment manufac 1 12 Motorola or the Motorola Software directly infringes a United States patent or copyright. �o 2.9. "Motorola Software" means Software that Motorola or its affiliated company owns. v `" i�Ct;2 3 2CIi6 �rhf��C1At-RECflRg `� OPT�IORTH Motorola Ft.Worth_Master Agreement for Hosting_final.12.13.16 C4TY SECRETARY ('iN OF FT.WORTH,TX Via, rITYSECREIARY �°' L11 ffioroROLA SOLUTIONS 2.10. "Non-Motorola Software" means Software that another party owns. 2.11. "Open Source Software" (also called "freeware" or"shareware") means software that has its underlying source code freely available to evaluate, copy, and modify. 2.12. "Proprietary Rights" means the patents, patent applications, inventions, copyrights, trade secrets, trademarks, trade names, mask works, know-how, and other intellectual property rights in and to the Equipment and Software, including those created or produced by Motorola under this Agreement and any corrections, bug fixes, enhancements, updates or modifications to or derivative works from the Software whether made by Motorola or another party. 2.13. "Services" means Implementation Services and Hosting Services. 2.14. "Software" means the Motorola Software and Non-Motorola Software in object code format that is furnished by Motorola for Customer use or access. Section 3 SCOPE OF AGREEMENT AND TERM 3.1. SCOPE OF WORK. Motorola will provide Implementation Services and Hosting Services, and perform its other contractual responsibilities, all in accordance with this Agreement. Customer will perform its contractual responsibilities in accordance with this Agreement. 3.2. CHANGE ORDERS. Either Party may request changes within the general scope of this Agreement. Neither Party is obligated to perform requested changes unless both Parties execute a written change order. 3.3. TERM. Unless terminated in accordance with other provisions of this Agreement or extended by mutual agreement of the Parties, the term of this Agreement begins on the Effective Date and continues for five years until December 13, 2021. The City will have the option to renew this Agreement at the same cost for four(4)additional one (1)year terms. Upon any termination of this contract, Motorola may immediately discontinue the Hosting Services and Customer. Provided the Customer has paid all fees due under this contract, Motorola shall return the Customer's Data to Customer in an industry standard XML format for all service request data and deletion of all Customer data, backup files and off-site media. These shall be provided to Customer within 30 days of the end of the contract. Customer Data means the data entered by the Customer, the Customer's citizens or converted by Motorola and Connected Bits and all the associated background, statistical data and backups. All data, excluding Motorola and Connected Bits Intellectual Property, in the PremierOne CSR and Connected Bits system is owned by Customer and is held in trust by Motorola and Connected Bits for the Customer. 3.4. ADDITIONAL SERVICES. During the Term of this Agreement, Customer may order additional Services, subject to Motorola's then-current prices and availability. Each order must refer to this Agreement and must specify the pricing and delivery terms. Notwithstanding any additional or contrary terms in the order, the applicable provisions of this Agreement will govern the purchase and sale of the additional Services. 3.5. MOTOROLA SOFTWARE. 3.5.1. Motorola hereby grants to Customer a personal, nontransferable, nonexclusive, revocable Use License to use the Motorola Software and the Hosting Services only during the term of this Agreement pursuant to Motorola's proprietary rights as designated herein. Motorola—Ft.Worth—Master Agreement for Hosting_final.12.13.16 2 A/O7'OMOLA SOLUTIONS 3.5.2. Customer may use Motorola's Software only for their internal business purposes in accordance with published specifications. Any other use of Motorola's Software is strictly prohibited and will be deemed a breach of this Agreement. 3.5.3. Customer may not copy, translate, modify, merge with other software, reverse engineer, de-compile, or emulate the Software, adapt or create derivative works of, or disassemble any Motorola Software for any reason, except that Customer may make at most six (6) copies of Motorola Software provided with infrastructure equipment in non-printed, machine-readable form, to be used solely for archival or backup purposes ("Archival Copies"). Customer must faithfully reproduce all Motorola copyright and trademark notices on all copies of Motorola Software. All such software and all Archival Copies thereof are, or shall become,the property of Motorola. 3.6. NON-MOTOROLA SOFTWARE. Any Non-Motorola Software is licensed to Customer in accordance with the standard license, terms, and restrictions of the copyright owner on the Effective Date unless the copyright owner has granted to Motorola the right to sublicense the Non-Motorola Software pursuant to the Software License Agreement, in which case it applies and the copyright owner will have all of Licensor's rights and protections under the Software License Agreement. Motorola makes no representations or warranties of any kind regarding Non-Motorola Software. Non-Motorola Software may include Open Source Software. All Open Source Software is licensed to Customer in accordance with, and Customer agrees to abide by, the provisions of the standard license of the copyright owner and not the Software License Agreement. Upon request by Customer, Motorola will use commercially reasonable efforts to determine whether any Open Source Software will be provided under this Agreement; and if so, identify the Open Source Software and provide to Customer a copy of the applicable standard license (or specify where that license may be found); and provide to Customer a copy of the Open Source Software source code if it is publicly available without charge (although a distribution fee or a charge for related services may be applicable). Section 4 PERFORMANCE SCHEDULE The Parties will perform their respective responsibilities in accordance with the Performance Schedule. By executing this Agreement, Customer authorizes Motorola to proceed with contract performance. Section 5 CONTRACT PRICE, PAYMENT, AND INVOICING 5.1. CONTRACT PRICE. The Contract Price in U.S. dollars is $2,988,564.00. 5.2. INVOICING AND PAYMENT. Motorola will submit invoices to Customer according to the Payment Schedule. Customer will make payments to Motorola within twenty (20) days after the date of each invoice. Customer will make payments when due in the form of a wire transfer, check, or cashier's check from a U.S. financial institution. Overdue invoices will bear simple interest at the maximum allowable rate. For Customer's reference, the Federal Tax Identification Number for Motorola Solutions, Inc. is 36-1115800. 5.3. TITLE. Title to Equipment and Software will not pass to Customer at any time. 5.4. INVOICING ADDRESS. Invoices will be sent to the Customer at the following address: Lynda Johnson, City of Fort Worth, 200 Texas Street, Fort Worth 76102 Customer may change this information by giving written notice to Motorola. Section 6 SITES AND SITE CONDITIONS 6.1. ACCESS TO SITES. In addition to its responsibilities described elsewhere in this Agreement, Customer will provide a designated project manager and access to the work sites as reasonably requested by Motorola so that it may perform its contractual duties. Motorola—Ft.Worth—Master Agreement for Hosting_final.12.13.16 3 JMOTOROLA SOLUTIONS 6.2. SITE CONDITIONS. Customer will ensure that work sites are safe, secure, and in compliance with all applicable industry and OSHA standards. Customer will ensure that these work sites have adequate: physical space, air conditioning and other environmental conditions; adequate and appropriate electrical power outlets, distribution, equipment and connections; and adequate telephone or other communication lines (including modem access and adequate interfacing networking capabilities), all for the installation, use and maintenance of the Equipment. Section 7 TRAINING Any training to be provided by Motorola to Customer will be described in the Statement of Work. Customer will notify Motorola immediately if a date change for a scheduled training program is required. If Motorola incurs additional costs because Customer reschedules a training program less than thirty (30) days before its scheduled start date, Motorola may recover these additional costs. Section 8 WARRANTIES 8.1. Motorola warrants that the Implementation Services will be performed in a professional and workmanlike manner and will conform in all material respects to the Statement of Work. This warranty will be for a period of ninety (90) days following completion of the Implementation Services ("Warranty Period"). If Motorola breaches this warranty, Customer's sole and exclusive remedy is to require Motorola to re-perform the non-conforming Services or to refund, on a pro-rata basis, the fees paid for the non- conforming Services. 8.2. To assert a warranty claim, Customer must notify Motorola in writing of the claim before the expiration of the Warranty Period. 8.3. Customer warrants that it has obtained the right to use any third party software furnished by Customer to Motorola or that Customer instructed Motorola to use in conjunction with Services provided under this Agreement. 8.4. THESE WARRANTIES ARE THE COMPLETE WARRANTIES PROVIDED UNDER THIS AGREEMENT AND ARE GIVEN IN LIEU OF ALL OTHER WARRANTIES. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Section 9 DELAYS 9.1. FORCE MAJEURE. Neither Party will be liable for its non-performance or delayed performance if caused by a Force Majeure. A Party that becomes aware of a Force Majeure that will significantly delay performance will notify the other Party promptly (but in no event later than fifteen days) after it discovers the Force Majeure. If a Force Majeure occurs, the Parties will execute a change order to extend the performance schedule for a time period that is reasonable under the circumstances. 9.2. PERFORMANCE SCHEDULE DELAYS CAUSED BY CUSTOMER. If Customer (including its other contractors) delays the Performance Schedule, it will make the promised payments according to the Payment Schedule as if no delay occurred; and the Parties will execute a change order to extend the Performance Schedule and, if requested, compensate Motorola for all reasonable charges incurred because of the delay. Delay charges may include costs incurred by Motorola or its subcontractors for travel; suspending and re-mobilizing the work; additional engineering, project management, and standby time calculated at then current rates; and preparing and implementing an alternative implementation plan. Section 10 DISPUTES The Parties will use the following procedure to address any dispute arising under this Agreement (a "Dispute"). Motorola—Ft.Worth—Master Agreement for Hosting_final.12.13.16 4 AftWOROLA SOLUTIONS 10.1. GOVERNING LAW. This Agreement will be governed by and construed in accordance with the laws of the State of Illinois. 10.2. NEGOTIATION. Either Party may initiate the Dispute resolution procedures by sending a notice of Dispute ("Notice of Dispute"). The Parties will attempt to resolve the Dispute promptly through good faith negotiations including 1) timely escalation of the Dispute to executives who have authority to settle the Dispute and who are at a higher level of management than the persons with direct responsibility for the matter and 2) direct communication between the executives. If the Dispute has not been resolved within ten (10) days from the Notice of Dispute, the Parties will proceed to mediation. 10.3 MEDIATION. The Parties will choose an independent mediator within thirty (30) days of a notice to mediate from either Party ("Notice of Mediation"). Neither Party may unreasonably withhold consent to the selection of a mediator. If the Parties are unable to agree upon a mediator, either Party may request that American Arbitration Association nominate a mediator. Each Party will bear its own costs of mediation, but the Parties will share the cost of the mediator equally. Each Party will participate in the mediation in good faith and will be represented at the mediation by a business executive with authority to settle the Dispute. 10.4. LITIGATION, VENUE and JURISDICTION. If a Dispute remains unresolved for sixty (60) days after receipt of the Notice of Mediation, either Party may then submit the Dispute to a court of competent jurisdiction in the State of Illinois. Each Party irrevocably agrees to submit to the exclusive jurisdiction of the courts in such state over any claim or matter arising under or in connection with this Agreement. 10.5. CONFIDENTIALITY. All communications pursuant to subsections 10.2 and 10.3 will be treated as compromise and settlement negotiations for purposes of applicable rules of evidence and any additional confidentiality protections provided by applicable law. The use of these Dispute resolution procedures will not be construed under the doctrines of laches, waiver or estoppel to affect adversely the rights of either Party. Section 11 DEFAULT AND TERMINATION If either Party fails to perform a material obligation under this Agreement, the other Party may consider the non-performing Party to be in default (unless a Force Majeure causes the failure) and may assert a default claim by giving the non-performing Party a written and detailed notice of the default. Except for a default by Customer for failing to pay any amount when due under this Agreement which must be cured immediately, the defaulting Party will have thirty (30) days after receipt of the notice of default to either cure the default or, if the default is not curable within thirty (30) days, provide a written cure plan. The defaulting Party will begin implementing the cure plan immediately after receipt of notice by the other Party that it approves the plan. If Customer is the defaulting Party, Motorola may stop work on the project until it approves the Customer's cure plan. If the non-performing Party fails to cure the default, the performing Party may terminate any unfulfilled portion of this Agreement and recover damages as permitted by law and this Agreement. Section 12 INDEMNIFICATION 12.1. GENERAL INDEMNITY BY MOTOROLA. Motorola will indemnify and hold Customer harmless from any and all liability, expense, judgment, suit, cause of action, or demand for personal injury, death, or direct damage to tangible property which may accrue against Customer to the extent it is caused by the negligence of Motorola, its subcontractors, or their employees or agents, while performing their duties under this Agreement, if Customer gives Motorola prompt, written notice of any the claim or suit. Customer will cooperate with Motorola in its defense or settlement of the claim or suit. This section sets forth the full extent of Motorola's general indemnification of Customer from liabilities that are in any way related to Motorola's performance under this Agreement. Motorola—Ft.Worth_Master Agreement for Hosting_final.12.13.16 5 MoroROLA SOLUTIONS 12.2. GENERAL INDEMNITY BY CUSTOMER. Customer will indemnify and hold Motorola harmless from any and all liability, expense, judgment, suit, cause of action, or demand for personal injury, death, or direct damage to tangible property which may accrue against Motorola to the extent it is caused by the negligence of Customer, its other contractors, or their employees or agents, while performing their duties under this Agreement, if Motorola gives Customer prompt, written notice of any the claim or suit. Motorola will cooperate with Customer in its defense or settlement of the claim or suit. This section sets forth the full extent of Customer's general indemnification of Motorola from liabilities that are in any way related to Customer's performance under this Agreement. 12.3. PATENT AND COPYRIGHT INFRINGEMENT. 12.3.1. Motorola will defend at its expense any suit brought against Customer to the extent it is based on a third-party claim alleging that the Equipment manufactured by Motorola or the Motorola Software ("Product") directly infringes a United States patent or copyright ("Infringement Claim"). Motorola's duties to defend and indemnify are conditioned upon: Customer promptly notifying Motorola in writing of the Infringement Claim; Motorola having sole control of the defense of the suit and all negotiations for its settlement or compromise; and Customer providing to Motorola cooperation and, if requested by Motorola, reasonable assistance in the defense of the Infringement Claim. In addition to Motorola's obligation to defend, and subject to the same conditions, Motorola will pay all damages finally awarded against Customer by a court of competent jurisdiction for an Infringement Claim or agreed to, in writing, by Motorola in settlement of an Infringement Claim. 12.3.2. If an Infringement Claim occurs, or in Motorola's opinion is likely to occur, Motorola may at its option and expense: (a) procure for Customer the right to continue using the Product; (b) replace or modify the Product so that it becomes non-infringing while providing functionally equivalent performance; or (c) accept the return of the Product and grant Customer a credit for the Product, less a reasonable charge for depreciation. The depreciation amount will be calculated based upon generally accepted accounting standards. 12.3.3. Motorola will have no duty to defend or indemnify for any Infringement Claim that is based upon: (a) the combination of the Product with any software, apparatus or device not furnished by Motorola; (b) the use of ancillary equipment or software not furnished by Motorola and that is attached to or used in connection with the Product; (c) Product designed or manufactured in accordance with Customer's designs, specifications, guidelines or instructions, if the alleged infringement would not have occurred without such designs, specifications, guidelines or instructions; (d) a modification of the Product by a party other than Motorola; (e) use of the Product in a manner for which the Product was not designed or that is inconsistent with the terms of this Agreement; or (f) the failure by Customer to install an enhancement release to the Motorola Software that is intended to correct the claimed infringement. In no event will Motorola's liability resulting from its indemnity obligation to Customer extend in any way to royalties payable on a per use basis or the Customer's revenues, or any royalty basis other than a reasonable royalty based upon revenue derived by Motorola from Customer from sales or license of the infringing Product. 12.3.4. This Section 12 provides Customer's sole and exclusive remedies and Motorola's entire liability in the event of an Infringement Claim. Customer has no right to recover and Motorola has no obligation to provide any other or further remedies, whether under another provision of this Agreement or any other legal theory or principle, in connection with an Infringement Claim. In addition, the rights and remedies provided in this Section 12 are subject to and limited by the restrictions set forth in Section 13. 12.3.5. Customer shall defend, at its own expense any action brought against Motorola by a third party to the extent that the action is based upon a claim that any software furnished by Customer, or as used in accordance with the Customer's instructions, infringes any U.S. copyright or trademark of a third party. Customer shall pay those costs and damages finally awarded against Motorola in any such action that are specifically attributable to such claim; provided that: a) Customer is promptly notified in writing of the claim; b) Customer has control of the defense and any negotiations for its settlement (unless it refuses to Motorola—Ft.Worth_Master Agreement for Hosting_final.12.13.16 6 MCM01ROLA SOLUTIONS defend or participate in negotiations); and c) Motorola provides Customer with all reasonable assistance, information, and authority necessary to defend against or settle such claim. Section 13 LIMITATION OF LIABILITY Except for personal injury or death, Motorola's total liability, whether for breach of contract, warranty, negligence, strict liability in tort, indemnification, or otherwise, will be limited to the direct damages recoverable under law, but not to exceed the price of the Services with respect to which losses or damages are claimed. ALTHOUGH THE PARTIES ACKNOWLEDGE THE POSSIBILITY OF SUCH LOSSES OR DAMAGES, THEY AGREE THAT MOTOROLA WILL NOT BE LIABLE FOR ANY COMMERCIAL LOSS; INCONVENIENCE; LOSS OF USE, TIME, DATA, GOOD WILL, REVENUES, PROFITS OR SAVINGS; OR OTHER SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING FROM THIS AGREEMENT, THE SALE OR USE OF THE EQUIPMENT OR SOFTWARE, OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT TO THIS AGREEMENT. This limitation of liability provision survives the expiration or termination of the Agreement and applies notwithstanding any contrary provision. No action for contract breach or otherwise relating to the transactions contemplated by this Agreement may be brought more than one (1)year after the accrual of the cause of action, except for money due upon an open account. Section 14 CONFIDENTIALITY AND PROPRIETARY RIGHTS 14.1. CONFIDENTIAL INFORMATION. During the term of this Agreement, the Parties may provide each other with Confidential Information. Each Party will: maintain the confidentiality of the other Party's Confidential Information and not disclose it to any third party, except as authorized by the disclosing Party in writing or as required by a court of competent jurisdiction; restrict disclosure of the Confidential Information to its employees who have a "need to know" and not copy or reproduce the Confidential Information; take necessary and appropriate precautions to guard the confidentiality of the Confidential Information, including informing its employees who handle the Confidential Information that it is confidential and is not to be disclosed to others, but these precautions will be at least the same degree of care that the receiving Party applies to its own confidential information and will not be less than reasonable care; and use the such Confidential Information only in furtherance of the performance of this Agreement. Confidential Information is and will at all times remain the property of the disclosing Party, and no grant of any proprietary rights in the Confidential Information is given or intended, including any express or implied license, other than the limited right of the recipient to use the Confidential Information in the manner and to the extent permitted by this Agreement. 14.2. PRESERVATION OF MOTOROLA'S PROPRIETARY RIGHTS. Motorola, the third party manufacturer of any Equipment, and the copyright owner of any Non-Motorola Software own and retain all of their respective Proprietary Rights in the Equipment and Software, and nothing in this Agreement is intended to restrict their Proprietary Rights. All intellectual property developed, originated, or prepared by Motorola in connection with providing Equipment, Software, or Services for Customer use or access remain vested exclusively in Motorola, and this Agreement does not grant to Customer any shared development rights of intellectual property. Except as explicitly provided in Section 3.5, Motorola does not grant to Customer, either directly or by implication, estoppel, or otherwise, any right, title or interest in Motorola's Proprietary Rights. Customer will not modify, disassemble, peel components, decompile, otherwise reverse engineer or attempt to reverse engineer, derive source code or create derivative works from, adapt, translate, merge with other software, reproduce, or export the Software, or permit or encourage any third party to do so. The preceding sentence does not apply to Open Source Software which is governed by the standard license of the copyright owner. 15. DISCLAIMER OF ACTIONS CAUSED BY OR UNDER THE CONTROL OF THIRD PARTIES. Motorola—Ft.Worth_Master Agreement for Hosting_final.12.13.16 7 M01701ROLA SOLUTIONS 15.1. Motorola shall take reasonable precautions to protect Customer-supplied data that is resident on its computers and to prevent unauthorized access to computer databases by unauthorized third parties ("hackers") that Motorola maintains for its customers. The precautions taken by Motorola to protect customer-supplied data are the same, as Motorola would take to protect its own vitally important or proprietary data from disclosure. In the event hackers do gain access to customer supplied data or computer databases that Motorola maintains for its customers, Motorola will notify the Customer of this compromise in security and act to mitigate the damage done by hackers. 15.2. Motorola does not and cannot control the flow of data outside of Motorola's Local Area Network as such flow depends in large part on the performance of the data communication service providers controlled by third parties. At times, actions or inactions of such third parties can impair or disrupt the Customer connections to Motorola's Local Area Network (or portions thereof). Although Motorola will use commercially reasonable efforts to take all actions it deems appropriate to remedy and avoid such events, Motorola cannot guarantee that such events will not occur. MOTOROLA DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS. Section 16 GENERAL 16.1. TAXES. The Contract Price does not include excise, sales, lease, use, property, or other taxes, assessments or duties, all of which will be paid by Customer except as exempt by law. If Motorola is required to pay any of these taxes, Motorola will send an invoice to Customer and Customer will pay to Motorola the amount of the taxes (including any interest and penalties) within twenty (20) days after the date of the invoice. Customer will be solely responsible for reporting the Equipment for personal property tax purposes, and Motorola will be solely responsible for reporting taxes on its income or net worth. 16.2. ASSIGNABILITY AND SUBCONTRACTING. Except as provided herein, neither Party may assign this Agreement or any of its rights or obligations hereunder without the prior written consent of the other Party, which consent will not be unreasonably withheld. Any attempted assignment, delegation, or transfer without the necessary consent will be void. Notwithstanding the foregoing, Motorola may assign this Agreement to any of its affiliates or its right to receive payment without the prior consent of Customer. In addition, in the event Motorola separates one or more of its businesses (each a "Separated Business"), whether by way of a sale, establishment of a joint venture, spin-off or otherwise (each a "Separation Event"), Motorola may, without the prior written consent of the other Party and at no additional cost to Motorola, assign this Agreement such that it will continue to benefit the Separated Business and its affiliates (and Motorola and its affiliates, to the extent applicable) following the Separation Event. Motorola may subcontract any of the work, but subcontracting will not relieve Motorola of its duties under this Agreement. 16.3 WAIVER. Failure or delay by either Party to exercise any right or power under this Agreement will not be a waiver of the right or power. For a waiver of a right or power to be effective, it must be in a writing signed by the waiving Party. An effective waiver of a right or power will not be construed as either a future or continuing waiver of that same right or power, or the waiver of any other right or power. 16.4. SEVERABILITY. If a court of competent jurisdiction renders any part of this Agreement invalid or unenforceable, that part will be severed and the remainder of this Agreement will continue in full force and effect. 16.5. INDEPENDENT CONTRACTORS. Each Party will perform its duties under this Agreement only as an independent contractor. The Parties and their personnel will not be considered to be employees or agents of the other Party. Nothing in this Agreement will be interpreted as granting either Party the right or authority to make commitments of any kind for the other. This Agreement will not constitute, create, or be interpreted as a joint venture, partnership or formal business organization of any kind. 16.6. HEADINGS AND SECTION REFERENCES; CONSTRUCTION. The section headings in this Agreement are inserted only for convenience and are not to be construed as part of this Agreement or as Motorola—Ft.Worth—Master Agreement for Hosting_final.12.13.16 8 1MCWOROLA SOLUTIONS a limitation of the scope of the particular section to which the heading refers. This Agreement will be fairly interpreted in accordance with its terms and conditions and not for or against either Party. 16.7. ENTIRE AGREEMENT. This Agreement, including all Exhibits, constitutes the entire agreement of the Parties regarding the subject matter of the Agreement and supersedes all previous agreements, proposals, and understandings, whether written or oral, relating to this subject matter. This Agreement may be amended or modified only by a written instrument signed by authorized representatives of both Parties. The preprinted terms and conditions found on any Customer purchase order, acknowledgment or other form will not be considered an amendment or modification of this Agreement, even if a representative of each Party signs that document. 16.8. NOTICES. Notices required under this Agreement to be given by one Party to the other must be in writing and either delivered personally or sent to the address shown below by certified mail, return receipt requested and postage prepaid (or by a recognized courier service, such as Federal Express, UPS, or DHL), or by facsimile with correct answerback received, and will be effective upon receipt: City of Fort Worth, Texas Motorola Solutions, Inc. Attn: City Attorney Attn: Legal Department 1000 Throckmorton St. 500 W. Monroe St., 43`d Floor Fort Worth, Texas 76102 Chicago, IL 60661 16.9. COMPLIANCE WITH APPLICABLE LAWS. Each Party will comply with all applicable federal, state, and local laws, regulations and rules concerning the performance of this Agreement or use of the Services. 16.10. AUTHORITY TO EXECUTE AGREEMENT. Each Party represents that it has obtained all necessary approvals, consents and authorizations to enter into this Agreement and to perform its duties under this Agreement; the person executing this Agreement on its behalf has the authority to do so; upon execution and delivery of this Agreement by the Parties, it is a valid and binding contract, enforceable in accordance with its terms; and the execution, delivery, and performance of this Agreement does not violate any bylaw, charter, regulation, law or any other governing authority of the Party. 16.11. SURVIVAL OF TERMS. The following provisions will survive the expiration or termination of this Agreement for any reason: if any payment obligations exist, Sections 5.1 and 5.2 (Contract Price and Invoicing and Payment); Subsection 8.4 (Disclaimer of Implied Warranties); Section 10 (Disputes); Section 13 (Limitation of Liability); Section 14 (Confidentiality and Proprietary Rights; Section 15 (Disclaimer of Actions Caused by or under the Control of Third Parties); all of the General terms in this Section 16; and Exhibit D, Section 14 (Right to Audit). The Parties hereby enter into this Agreement as of the Effective Date. Motorola Solutions, Inc. City of Fort Worth, Texas By: r4==== By: u Name: ici C�xc-r4 l(.l4Sl Name: o - Title:/11555 t- V.(g P,-L5Jo-t Title: S��i e Mao 4s--R e W Date: (ZT b Date: o� Motorola Ft.Worth Master Agreement for Hosting_iinal.12.13.16 ��'�^� 9 S AWCrrORCLA SOLUTIONS Motorola—Ft.Worth_Master Agreement for Hosting_final.12.13.16 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Exhibit A: Motorola Solutions Hosting Service Level Agreement (SLA) Page 1 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Table of Contents Exhibit A: Motorola Solutions Hosting Service Level Agreement (SLA)....................................1 1. Period and Scope of Agreement.................................................................................................................................3 2. Motorola Services.......................................................................................................................................................3 3. Service Level Target Metrics.....................................................................................................................................8 4. Customer Responsibilities..........................................................................................................................................9 5. Definitions................................................................................................................................................................ 10 6. Signatures..................................................................................................................Error! Bookmark not defined. Page 2 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement 1. Period and Scope of Agreement This Service Level Agreement outlines the key business services that Motorola will provide to the Customer. Motorola will provide application, infrastructure, and operation support services for the software applications and functionalities outlined in the table below: Description PremierOne CSR suite PremierOne CSR Licenses. system licenses Table 1: Motorola Supported Applications/Functionalities The Citizen Mobile Apps and PremierOne CSR Mobile App (city worker), provided by Connected Bits, will be hosted by Connected Bits through Amazon hosting services and integrated with the Motorola PremierOne CSR cloud hosting environment. The Connected Bits apps are not covered by this Exhibit A Service Level Agreement,however,Motorola will manage any trouble tickets to Connected Bits. This Agreement will become effective when signed by the Customer and Motorola and will continue until the termination date specified in this Agreement. Application hosting services are provided on a subscription basis, and Motorola will bill the Customer annually in advance for the services covered under the scope of this Agreement. 2. Motorola Services Motorola will provide the services listed and described below to the Customer in support of this Agreement: Motorola Services Service Included Facility Services Yes Operations/MonitoringOperations/Monitoring Services Yes Application Administration Services Yes Software Maintenance and Upgrade Yes Services Application Recovery Services Yes Data Information Security Services Yes Network Services Yes Problem Management/Customer Service Yes Table 2: Motorola Services Page 3 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Facility Services Motorola assumes all responsibility for the computing environment supporting the contracted applications. Motorola Regional Operations Centers provide the most current technology and procedures in information security and environmental control. Operations/Monitoring Services Applications provided by Motorola are supported by a 24x7 automated monitoring and alert system that notifies support teams in the event of an Application failure. Key customer contacts can be added to the notification list in the event of such a failure. Application Administration Services Applications provided under this Agreement will be the responsibility of Motorola. The Customer will have no ownership right, other than the access to use the application while the agreement is in effect. Motorola will own and manage the application, related databases, supporting computing hardware, and necessary operating systems. Support services are provided to maintain application availability and respond to Customer input within the agreed-upon commitment levels. Touch labor and on-call personnel are provided by Motorola to achieve these service levels Software Maintenance and Upgrade Services Software maintenance and upgrade services are included in the scope of services provided by Motorola. Motorola will provide, at its discretion, software updates to supported applications as applicable. Updates include: • Supplemental Release — Minor release of PremierOne CSR Software that contains primarily error corrections to an existing Standard Release and may contain limited improvements that do not affect the overall structure of the PremierOne CSR Software. Depending on Customer's specific configuration, a Supplemental Release may not be applicable. Supplemental Releases are identified by the third digit of the three-digit release number, shown here as underlined: "1.2.6." • Standard Release — Major release of PremierOne CSR Software that contains product enhancements and improvements. Standard Releases are identified by the second digit of the three-digit release number, shown here as underlined: "1.2.6." Page 4 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Motorola will provide available supplemental or standard releases without additional license fees or Hosting service fees at its discretion and in a timeframe that is beneficial to all parties involved. All services will be performed in accordance with a mutually agreed upon schedule. Supplemental and Standard Release updates will be provided for the current Product Release only. A "Product Release" is defined as a major release of PremierOne CSR Software considered to be the next generation of an existing product or a new product offering. Product Releases are identified by the first digit of the three-digit release number, shown here as underlined: "1.2.3." For example, upgrades from Release 4.3.0 to 4.3.rl or 4.4.0 will be provided under the scope of this Agreement. An upgrade from Release 4.3.0 to 5.0.1 may not be provided under the scope of this Agreement and may be subject to additional license fees or Hosting service fees. If a question arises as to whether a Product offering is a Standard Release or a Product Release,Motorola's opinion will prevail,provided that Motorola treats the Product offering as a new Product or feature for its end user customers. Motorola does not warrant that a Release will meet the Customer's particular requirement, operate in the combinations that the Customer will select for use, be uninterrupted or error-free, be backward compatible, or that all errors will be corrected. Full compatibility of a Release with the capabilities and functions of earlier versions of the Software may not be technically feasible. If it is technically feasible, services to integrate these capabilities and functions to the updated or upgraded version of the Software may be purchased at the Customer's request on a time and materials basis at Motorola's then current rates for professional services. Application Recovery Services Motorola provides the following standard Recovery Services. • Infrastructure recovery processes integrated within monitoring and backup infrastructure services. • Offsite tape rotation and retention process. • Templates for the creation of application specific System Recovery Plans, Test Plans, and Business Impact Analyses. Page 5 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Business Continuity Services Motorola provides full coverage of subscribed/licensed Production services to maintain Business Continuity in the event of a failure and declared disaster in the primary Motorola hosting facility. This service excludes any applications that are hosted outside of the primary Motorola hosting facility as well as any Test services hosted inside the primary Motorola hosting facility. In the event of a Severity Level 1 problem, Motorola will make every attempt to restore Production services in a timely manner. If the Severity Level 1 problem persists for an extended time, Motorola may, at its sole discretion, declare a disaster. In the event of a declared disaster, Motorola will notify Customer's primary point-of-contact via email. This service supports a Recovery Time Objective (RTO) of four (4) hours, meaning that within four (4) hours of a declared disaster,user connectivity will be restored at an alternative data center for Production services. Additionally,the Recovery Point Objective(RPO)is four(4)hours,meaning that no more than four (4) hours of data would be lost prior to the declared disaster. While a four (4) hour RTO and four (4)hour RPO are the standards associated with this service,Motorola will take actions to reduce both the RTO and RPO as much as possible for a declared disaster. To practice preparedness for a declared disaster,Motorola will conduct coordinated Business Continuity Services testing annually on a mutually agreeable weekend. During the test, a live failover will be conducted in a manner to eliminate RPO and minimize RTO. At the end of the test, the Production services will be failed back to the primary Motorola hosting facility. Production data input during the test will be retained, so that the only impact to the customers will be the RTO for the initial failover and fail back operation. Any issues discovered during the Business Continuity Services annual test will be documented and mitigated with process, configuration and/or product changes. Motorola considers this part of their continuous improvement quality plan for its Production hosting services. Data Information Security Services Motorola manages the Application and associated Customer data under the same level of security as internal Motorola data with the following: • Security Planning. • Application and database security • Security of data on the system and end-user authority • Automated security monitoring • Access Control Lists for all computing systems • Security problem determination and resolution • Security audits and review of audit logs • Evaluation and review of new security software Page 6 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Network Services Motorola will implement and support SSL connection to the Hosting facility and be responsible for providing adequate infrastructure and response time within the hosting facility. Customer is responsible for providing adequate internal network infrastructure to ensure adequate response time from inside their respective LAN and WAN. For connectivity and/or performance issues, both Motorola and the Customer will support one another during research and testing efforts meant to isolate and identify the connectivity and/or performance issues. Problem Management/Customer Service Motorola provides problem management support for all application services covered by this Agreement. All problems encountered with services provided by Motorola should be directed to the point of contact identified as the primary contact for all interaction with Motorola and the Customer Service Help Desk. Problems will be assigned a severity level based on the criteria in table 3. Reporting of problems should be funneled through the customer's designated primary points of contact. Customer shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed in Table 3 Priority Severity Levels. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Motorola's call intake center. Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer-reported problem." Problem Severity Description Level Severity Level 1 Total System Failure-occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. Severity Level 2 Critical Failure-Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work-around. Note that this may not be applicable to intermittent problems. Severity Level 3 Non-Critical Failure-Non-Critical part or component failure occurs when a System component is not functioning,but the System is still useable for its intended purpose,or there is a reasonable workaround. Severity Level 4 Inconvenience-An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. Table 3: Problem Severity Levels Page 7 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement 3. Service Level Target Metrics Service Level Metrics in Table 4 apply to Hosting services rendered to the Customer by Motorola. Motorola shall use all commercially reasonable efforts to meet or exceed the following service level targets for the Production environment: PremierOne PremierOne CSR e 99.0% • Availability measured per Calendar CSR Application Availability Month Application available for use • Twelve(12)hours of maintenance per Availability calendar quarter are scheduled as follows: —First Sunday of the first full weekend of each month from 3-7AM CST. Problem Severity Level 1 • 100%resolved Refer to Table 3 for Problem Severity Management Problem within 4 Hours Level Descriptions Resolved Severity Level 2 . 100%resolved Refer to Table 3 for Problem Severity Problem within 12 Hours Level Descriptions Resolved Severity Level 3 • 80%resolved Refer to Table 3 for Problem Severity Problem within 5 Level Descriptions Resolved* workin days Severity Level 4 . 75%resolved Refer to Table 3 for Problem Severity Problem within 20 Level Descriptions Resolved* working days Table 4: Service Level Target Metrics * Severity Level 3 and Severity Level 4 Problem Target Metrics apply to availability of Facility Services,hardware infrastructure, and Networks Services. All Severity Level 3 and Severity Level 4 Problems related to Software defects are subject to the Target Metrics outlined in the Maintenance and Support Agreement of the Master Contract. Motorola will provide to the City of Fort Worth a report that outlines the major root cause for all instance of unscheduled system downtime including the Service Credit(s) owe to the City of Fort Worth. This preliminary report is to be delivered within five(5)business days of problem ticket closure and a final report in ten(10)business days. Page 8 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Service Credits for Severity Level 1 and 2 Problems a) System Availability. the City of Fort Worth shall receive a Service Credit if it experiences performance issues in which Production System Availability is less than 99.0%and the source of the performance issue is within the sole control of Motorola. All performance problem(s)will be resolved in accordance with Table 4: Service Level Target Metrics. b) Failure to determine source and/or remedy. If Motorola(1)is unable to determine the source of the problem within the time periods described in Table 4: Service Level Target Metrics and/or(2)is the sole source of the problem and is unable to remedy such within the time period described in Table 4: Service Level Target Metrics,Motorola will deliver a Service Credit to the City of Fort Worth for each two (2)hour period in excess of the time periods for identification and resolution described in Table 4: Sei vice Level Target Metrics. c) Customer must request service credit. In order to receive any of the Service Credits described in Section 5b above, Customer must notify Motorola in writing within ninety(90) days from the occurrence of any event for which Service Credit is the remedy. d) Maximum service credits.In the event that Customer experiences downtime,in other than a catastrophic event, it shall be eligible to receive from Motorola a Service Credit. The aggregate maximum number of Service Credits to be issued by Motorola in a single calendar month shall not exceed ten(10) Service Credits. In the event of annual service payments, Service Credits will be issued at the end of the year for which payment was received. Where payment is made quarterly, Service Credits shall be issued for the quarter following the downtime or performance problem, unless the Service Credit is due in Customer's final month of service. In such case, a refund for the dollar value of the Service Credit will be mailed to Customer 4. Customer Responsibilities Service Administration Customer is encouraged and requested to monitor system availability and report concerns as appropriate through a finite number of System Administrators. Customer and Motorola shall jointly determine the specific number of System Administrators who will interact with Motorola to effectively manage Motorola services. Once identified, Customer, via a Customer Registration Form, shall provide all necessary System Administrator contact information to Motorola, i.e., name, phone number, mobile phone number,pager number, email address, mailing address, and a secondary point of contact and their contact information. Customer shall provide the necessary resources to assist with the effective deployment, maintenance and administration of the application services (e.g. assistance with the scheduling of planned system maintenance activities). User Administration Customer is responsible for provisioning and maintaining appropriate end-users of the hosted application with all of the necessary facilities to adequately access and utilize the hosted application; including but not limited to, a Personal Computer (PC) with sufficient processing, memory and networking capabilities. Page 9 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Network Services Customer is wholly responsible for the support, maintenance, and monitoring of Customer's Local Area Network (LAN). Motorola may, at its discretion, isolate perceived performance problems (e.g., availability) to the LAN and provide relevant data to Customer; however, Motorola bears no responsibility to correct defects located within Customer's LAN. 5. Definitions PremierOne CSR and CSR shall mean the Motorola PremierOne CSR Background Intellectual Property including the object code and all Foreground Intellectual Property related thereto. Downtime shall mean that the PremierOne CSR Application is not available via an Internet connection. Application Availability shall be measured as follows: (Total Minutes of the Month - Minutes of Scheduled Service - Minutes of Downtime) / (Total Minutes of the Month - Minutes of Scheduled Service). Service Credit shall mean four(4)hours of remote services work to be used at the sole discretion of the City of Fort Worth for any standard services work and the valuation of a service credit is the current services rate times four(4). Catastrophic Event shall mean any natural or man-made incident,including terrorism,which results in extraordinary levels of mass casualties, damage,or disruption severely affecting the population, infrastructure,environment, economy,national morale, and/or government functions. Page 10 of 10 MOTOROLA SOLUTIONS Exhibit B Motorola PremierOne CSR Statement of Work For the City of Fort Worth, Texas December 20, 2016 TABLE OF CONTENTS 1.0 Motorola PremierOne CSR Statement of work............................................................ 2 1.1 Project Staffing and Management................................................................................ 3 1.1.1 Motorola Project Team............................................................................................3 1.1.2 Motorola Project Team Roles and Responsibilities.................................................3 1.1.3 City of Fort Worth Project Team Roles and Responsibilities..................................4 1.1.4 Kick-off Meeting .....................................................................................................6 1.1.5 Project Plan..............................................................................................................7 1.1.6 Acceptance Certificate Procedure..........................................................................30 1.1.7 Change Order Procedure........................................................................................30 1.2 Software Deployment................................................................................................. 30 1.3 System Access Testing............................................................................................... 31 1.4 Data Migration............................................................................................................ 32 1.5 Training ...................................................................................................................... 33 1.6 Citizen Web Portal Configuration.............................................................................. 37 1.7 Interface Deployment................................................................................................. 38 1.8 Cloud System Testing................................................................................................. 38 1.9 Cloud System Go-Live............................................................................................... 39 1.10 Post Go-Live Support................................................................................................. 39 1.11 PremierOne CSR Cloud Assumptions........................................................................ 39 1.12 Implementation Milestones ........................................................................................ 40 Attachment A—Project Status Report...................................................................................... 42 AttachmentB—Meeting Minutes............................................................................................. 44 Attachment C—Change Order Form........................................................................................45 Attachment D—Acceptance Certificate ................................................................................... 47 Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 1 MOTOROLA SOLUTIONS 1.0 MOTOROLA PREMIERONE CSR STATEMENT OF WORK Motorola's PremierOne CSR software is a commercial off the shelf(COTS)product with a proven best practice deployment methodology. We offer a low risk approach and a team that can achieve the City's goal to implement the new CRM solution. As is the case with any major software upgrade,the implementation of the PremierOne CSR solution is more than the installation of servers and software. It encompasses other system aspects such as: data migration, integration,testing,training, custom report development and change management. For the City of Fort Worth's implementation to be successful,the City must be an active participant in the project to facilitate a smooth transition to the PremierOnc CSR cloud solution. The Phase One (Pilot) is for the Code Compliance, Code Enforcement Division including the CodeOps case management system, and is broken into three distinct stages. • Stage 1—the purpose of this stage is to establish a new parallel PremierOne CSR environment at Motorola's cloud facility. After the environment is established and service request configuration has been completed,Motorola will request a copy of the City's current CRM data that has been converted by the City into the Motorola CSR migration tables to load into the cloud database environment. • Stage 2 -The second stage consists.of testing and verification using the converted data. The test stage will validate the following three areas: First,it will validate that the new PremierOne CSR environment is functioning correctly and all of the hardware and software that make up that environment are configured properly. Second, it will give the City an opportunity to analyze the converted data within the new service request type definitions in the new PremierOne CSR environment to validate that the data was migrated appropriately to the new environment. Third,it will give the City an opportunity to test the new PremierOne CSR application and validate that it is functioning properly. • Stage 3 -The third stage of the project will consist of one final conversion run of the CSR data to bring the new environment up-to-date with the latest set of production data. After the latest data is converted, PremierOne CSR will be designated and used as the City's production instance of PremierOne CSR. After the Pilot is concluded,the project will move into Phase Two for the Foundational Departments and Phase Three for the Remaining Departments as outlined in the project plan. Phase 2 (Foundational Departments)—This phase includes work for the City Manager's Office, Code Compliance,Mayor's Office,Park and Recreation, and Transportation and Public Works. Phase 3 (Remaining Departments)—This phase includes work for the Aviation, City Secretary, Economic Development,Financial Management Services,Fire,Library,Municipal Courts,Neighborhood Services,Planning and Development,Police,Public Events, and Water/Waste Water Utility. The following table covers all the tasks, deliverables and milestones that comprise the CRM project. The table includes the project phase/stage,task number(for cross-reference to a Work Breakdown Structure), task/deliverable description,milestone indicator,Motorola responsibility indicator and City responsibility indicator. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 2 MOTOROLA SOLUTIONS The only significant detail that was omitted was the contents of the Go-Live Runbook. This was intentional,because the Go-Live Runbook is tailored specifically to account for all unique project constraints and requirements that impact the Go-Live of the PremierOneCSR system. 1 .1 PROJECT STAFFING AND MANAGEMENT 1.1.1 Motorola Project Team Motorola's Public Services team is unique in the government CRM/311 industry for several reasons that provides a tremendous benefit to the City of Fort Worth not only during the implementation,but for the long term support. First,we are 100%responsible for every component of the solution which includes the design, development,implementation,cloud hosting and support of the PremierOne CSR solution. This provides the City an unparalleled partnership with a single company eliminating finger pointing between the software developer,hosting platform provider, system integrator and support services provider. Second, our team's experience and longevity is without comparison in the government CRMJ311 marketplace. Every person on Motorola's Public Service team has at least 6 years of service in our group and each member of the core project team listed in the chart below has at least 11 years in the industry. This provides the City the most experienced team to help achieve the City's goals and a successful project implementation. Motorola's staffing plan was developed to meet two project objectives: 1. Establish a team that can quickly implement the PremierOne CSR system. 2. Establish a team with experience in creating and delivering a long-term strategy for implementing any future phases of the project. To build this organizational structure,Motorola selected a team of individuals who have complementary skill sets and diverse areas of expertise. 1.1.2 Motorola Project Team Roles and Responsibilities The number of Motorola personnel working on the project will fluctuate based on the task being completed. The following Motorola project roles will ensure a successful project and are not all full time project roles. Also, it is not uncommon for a single Motorola resource to fill multiple roles. The Motorola Project Manager will direct the activities of the Motorola team and facilitate communications with Fort Worth. To facilitate a clear understanding of the project duties, each project role has been defined below. Project Role Responsibilities Delivery Manager The Delivery Manager is responsible for the successful implementation of the City of Fort Worth CRM project. Project Manager The Motorola Project Manager is responsible for developing and maintaining the project plan,directing the activities of the Motorola team,tracking and communicating project status,managing scope,risk, and action item status. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 3 MOTOROLA SOLUTIONS Project Role Responsibilities Project Lead The Motorola Project Lead is responsible for the day-to- day activities and the project team on-site for the project. Hosting Manager The Hosting Manager is responsible for managing the hosted environment for the City. GIS Engineer The GIS Engineer is responsible for installing ArcGIS server and integrating ArcSDE with the CSR database. In addition,the GIS Engineer will be responsible for conducting GIS configuration review sessions to review the installation/setup of the City's ESRI GIS data with PremierOne CSR. Cognos Report Lead The Cognos Report Lead is responsible for introducing Fort Worth's report writers of the capabilities inherent in PremierOne CSR Reporting. Configuration Lead The Configuration Lead is responsible for leading the configuration work on this project. This includes working with the City to understand the configuration for Service Request(SR)types,custom letters,mobile SR type configuration,and Knowledge Base configuration. Web Intake Specialist The Web Intake Specialist will assist with applying City design guidelines to the Web Intake application. Training Lead The Training Lead will be responsible for leading the training for Application Managers,Configuration Specialist,Knowledge Base,and Fort Worth's CSR trainers. Integration Specialist The Integration Specialist is responsible for supporting interface development during the implementation project. 1.1.3 City of Fort Worth Project Team Roles and Responsibilities The number of City personnel working on the project will fluctuate based on the task being completed. The following City project roles will ensure a successful project and are not all full time project roles. Also, it is not uncommon for a single City resource to fill multiple roles. Project Role Responsibilities Executive Sponsor The Executive Sponsor is responsible for being the project champion and the ultimate problem solver for any inter-departmental disagreements.Typically,this role is instrumental in insuring the overall project goals are aligned with City management and helps secure the funding approval. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 4 MOTOROLA SOLUTIONS Project Role Responsibilities Project Manager The City Project Manager is responsible for providing inputs to and validating the project plan,directing the activities of the City team,tracking and communicating project status,and working directly with the Motorola Project Manager to manage scope,risk and action items. Network Assessment Engineer The Network Assessment Engineer is someone familiar with basic network functionality including the various components of a network(e.g.,routers).This role is responsible for insuring the hosted CSR system access and resolving any network issues between a user or group within the City to insure they have the best possible connectivity to the CSR application. Lead Business or Functional Analyst The Lead Business or Functional Analyst provides expertise in the City's business process workflows. Typically,a large department with a large stake in CSR would provide the person to fill this role although it could be filled by someone from a centralized support team like the call center.This role works directly with the Motorola Configuration Lead to insure the City's business processes are accurately depicted in CSR. CSR Configuration Managers Configuration Managers are responsible for maintaining,verifying and modifying SR type configuration.These roles are typically in each major department that uses CSR. Knowledge Base(KB)Analyst/Administrator The KB Administrator is responsible for maintaining and configuring all KB content within CSR and for insuring that external content(e.g.,Intranet PDF file)is accessible to users and the KB Indexer server. Geographic Information Systems(GIS)Analyst The GIS Analyst is responsible for providing any required GIS files to the Motorola GIS Engineer as well as participating in the periodic refresh of GIS data. Trainers Trainers are responsible for participating in Train-The- Trainer classes,as well as conducting end-user training for City employees. Interface Technical Analysts Interface Technical Analyst are responsible for supporting any project tasks related to integration between CSR and third-party systems.Primarily,this role is responsible for testing out the interfaces against the migrated CSR system. Reporting and Business Intelligence(BI)Analysts Reporting and BI Analysts are responsible for testing and/or building any custom reports required by the City. This role provides support for building reports, scheduling reports and publishing reports. Motorola Solutions— City of Fort Worth Exhibit B - Statement of Work (SOW) Page 5 MOTOROLA SOLUTIONS 1.1.4 Kick-off Meeting The Motorola Project Manager(PM)will prepare a kick-off presentation and lead a corresponding kick-off meeting. To prepare for the kick-off meeting the Motorola PM will develop a draft kick-off presentation. The draft presentation will be based on the following agenda items: • Team Introductions,to include identification of assigned roles on the project for the Motorola Team, • Fort Worth Team introduction including project roles provided by the Fort Worth Project Manager, • An overview of the Motorola Project Plan, • An overview of the project schedule, • An overview of the Fort Worth Project Plan provided by the designated Fort Worth Project Manager highlighting Fort Worth's project activities, • Key Project Management Goals, • Question and Answer The Motorola PM will review the draft kick-off presentation with the City PM prior to the kick-off meeting. Based on comments received at that review meeting,Motorola will make updates to the presentation.Within two (2)business days of the completion of the kick-off meeting,Motorola will deliver the kick-off presentation and meeting minutes to document the meeting and any action items. The timeline will depend on the final statement of work that will be developed between the City of Fort Worth and Motorola. There are many factors that impact the timeline such as resource availability within the City to work many of the tasks in parallel, City's involvement in service request configuration, training, data migration, etc. We have provided some high level estimates based on past experiences. • Phase One—4-7 months • Phase Two—5-8 months • Phase Three—4-7 months 1.1.4.1 Project Status Reporting Motorola will lead weekly status meetings via a teleconference.During the meeting representatives from Motorola and the Fort Worth team will cover the following project topics: • Accomplishments/activities completed during the previous week, • Accomplishments/activities planned for the next week, • Key Project concerns/issues and any related decisions regarding those areas, • Migration issues and their intended resolutions, • Product defects and their intended schedule for release, • Motorola Deliverable and Fort Worth Milestone Status,and • Status of Action Items. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 6 ® MOTOROLA SOLUTIONS 1.1.4.2 Application Defect Reporting and Enhancement Requests Product defects will be assessed by the Engineering team and once confirmed as a defect; Motorola will create a Change Request for the defect and set a tentative release schedule for the defect fix. The Motorola PM will work with the City to understand and assign a Customer Impact rating for each defect to aid in the timing of the Change Request within the product roadmap. In general, defects are normally included in the next maintenance release,unless the defect has a high Customer Impact rating,which would necessitate a patch release for a specific customer. Product enhancement requests will have a Change Request created and the request will be available for inclusion in a future product release. The Motorola PM will work with the City to understand and assign a Customer Impact rating for each enhancement request to aid in the timing of the Change Request within the product roadmap. In general,product enhancement requests are included in a future product release at the discretion of the Engineering team based on roadmap constraints. The Engineering team seeks input from the Customer and the CSR Users Group for prioritization of enhancement requests to insure that resources are applied to enhancement requests with the broadest level of appeal to CSR customers. 1.1.4.3 Project Plan Changes During the course of the project it may become necessary to adjust the project plan. Proposed project plan changes will be communicated between the Motorola and City of Fort Worth project managers. If the project managers agree that the proposed change would improve project performance and the proposed change aligns with the statement of work,the Motorola project manager will draft an update to the project plan. The Motorola and Fort Worth project managers will then jointly review the draft change and if both parties agree to the change,the project plan will be updated with the approved change and redelivered. Motorola expects the City PM to approve no-cost change orders and/or to adjust the project schedule as needed when the project plan critical path is not impacted,but Motorola understands the City PM will need to follow internal processes for approval on any change order. Further,Motorola expects the City PM to follow any established rules and procedures within the City for project change management. This includes but is not limited to informing project staff of pending changes, seeking consensus on the resolution of pending changes, and obtaining approval for pending changes.Motorola understands that change orders requiring additional funding by the City will require City Management and/or City Council approval in most cases and cannot be approved by the City PM. 1.1.5 Project Plan The following table covers all the tasks, deliverables and milestones that comprise the migration project. The table includes the project phase,task number(for cross-reference to a Work Breakdown Structure),task/deliverable description,milestone indicator,Motorola responsibility indicator and City responsibility indicator. The only significant detail that was omitted was the contents of the Go-Live Runbook. This was intentional,because the Go-Live Runbook is tailored specifically to account for all unique project constraints and requirements that impact the Go-Live of the migrated CSR system. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 7 MOTOROLA SOLUTIONS PHASE ONE—PILOT Description . CitY 1 1.0 Pro'ect Initiation 1 1.1 Award Contract Y X 1 1.2 Negotiate Contract Terms N X X 1 1.3 Review Statement of Work N X X 1 1.4 Approve Statement of Work Y X X 1 1.5 Sign Contract Y X X 1 1.6 Present Acceptance Certificate for Statement of Work Completion Y X 1 2.0 Kick-OffMeeting—Phase One 1 2.1 Prepare Kick-Off Meeting Presentation N X 1 2.2 Review Kick-Off Meeting Presentation N X X 1 2.3 Approve Kick-Off Meeting Presentation N X 1 2.4 Schedule Kick-Off Meeting N X 1 2.5 Conduct Kick-Off Meeting Y X 1 2.6 Present Acceptance Certificate for Kick-Off Meeting Y X 1 3.0 Production So mare Installation 1 3.1 Setup Production Environment in Pre-Production mode N X 1 3.2 Certify Production Application Readiness N X 1 3.3 Validate Production Application Readiness N X 1 3.4 Conduct Project Team System Overview N X X 1 3.5 Present Acceptance Certificate for Production Sofhvare Installation Y X 1 4.0 GIS Con r uration 1 4.1 Identi ,City Technical Resource to Support GIS hrtei aces N X 1 4.2 Review GIS Requirements and Specifications N X X 1 4.3 ParceUStreet Layers Monthly Refresh 1 4.3.1 Review Technical Options for Parcel/Street Layers Monthly Refresh N X X 1 4.3.2 Configure Parcel/Street Layers Monthly Refresh Interface N X X 1 4.3.3 Test ParceUStreet Layers Monthly Refresh Interface N X X 1 4.3.4 Validate Parcel/Street Layers Monthly Refresh Interface 1 4.3.5 Test Parcel/Street Layers Monthly Inter ace N X 1 4.3.6 Report Issues Found During Testing N X 1 4.3.7 Fix Reported Issues N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 8 MOTOROLA SOLUTIONS Stage Task Description Milestone? Motorola city 1 4.3.8 Confirm Re ortedlssues as Fired NX 1 4.4 Polygon Layers Quarterly Refresh 1 4.4.1 Review Technical Options for Polygon Layers Quarterly Refresh N X X 1 4.4.2 Configure Polygon Layers QuarterlyRefresh Interface N X X 1 4.4.3 Test Polygon Layers QuarterlyRefresh Interface N X X 1 4.4.4 Validate Polygon Layers QuarterlyRefresh Interface 1 4.4.5 Test Polygon Layers Quarterly Inter ace N X 1 4.4.6 Report Issues Found During Testing N X 1 4.4.7 Fix Reported Issues N X 1 4.4.8 Confirm Reported-Issues as Fired N X l 4.4 Present Acceptance Certificate for GIS Configuration Completion N X 1 5.0 System Access Testis 1 5.1 Identify One Workstation per Department/Site for Testing N X 1 5.2 Schedule System Access Testing for each Department/Site Workstation N X 1 5.3 Perform System Access Testing at each Department/Site Workstation N X 1 5.4 Document System Access Benchmarks at each Department/Site Workstation N X I 5.5 Review System Access Benchmarks N X X 1 5.6 Perforins stem compatibility testing(Windows 10;silverlite and Microsft Edge) Y X X 1 5.7 Present Acceptance Certificate for System Access Testing Y X 2 6.0 Training by Motorola 2 6.1 Configuration Manager Training 2 6.1.1 Identify Training Facility N X 2 6.1.2 Validate Training Facili ,Readiness N X 2 6.1.3 Identi &Ten 10 Students N X 2 6.1.4 Schedule One Contiguous FouiDay Training Session: N X 2 6.1.5 Conduct Conn nrationn Manager Training -Week 1,Days 1-4 Y X Create detailed training/con figuration documentation and present the same to City in soft 2 6.1.6 and hard copies. Y X 2 6.1.7 Present Acceptance Certi rcate or Configuration Manager Training Y X 2 6.2 Application Manager Training 2 6.2.1 Identify Training Facility N X 2 6.2.2 Validate Training Facility Readiness N X 2 6.2.3 Identify Five 5 Students N X 2 6.2.4 Schedule One 1 One-Day Training Sessions N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 9 ® MOTOROLA SOLUTIONS Stage Task Description Milestone? Motorola 2 6.2.5 Conduct Application Manager Training-Week 1,Day 1 Y X 2 6.2.6 Present Acceptance Certf rcate for Application Mana er Training N X 2 6.3 Present Acceptance Certificate for Training Completion Y X 2 7.0 S ystenr Configuration 2 7.1 System Configuration—Code Compliance,Code Enforcement Division 2 7.1.1 Identify Cit),Resources to support System Configuration-Code N X 2 7.1.2 Document Service Request Type Configuration N X X 2 7.1.3 Document Inter-De arhnenl and ExteMal A en ,Dependencies N X X 2 7.1.4 Anal ze Business Processes and Workflow Rales N X 2 7.1.5 Document Knowledge Base Content N X X 2 7.1.6 Document Inter face Dependencies N X X 2 7.1.7 Transfer Knowledge and Per ornr Service Request Type Con t uration N X X 2 7.1.8 Transfer er Knowled e and Per orrn Knoivled e Base Coqfiguration N X X 2 7.1.9 Com lete Service Request Type Cont a ation N X 2 7.1.10 Cont fete Knowledge Base Configuration N X 2 7.1.11 Validate System Configuration-Code N X 2 7.1.12 Present Acceptance Certificate or System Conf uration-Code Coin letion Y X 2 7.2 Data Migration 2 7.2.1 Review Data Migration Strate , N X X 2 7.2.2 Populate Motorola-Provided Data Mi ration Tables N X 2 7.2.3 Export Molorola-Provided Data Migration Tables N X 2 7.2.4 Transfer er Ex ort File to Motorola N X 2 7.2.5 Dountload Ex ort File N X 2 7.2.6 Migrate Data into Production Database N X 2 7.2.7 Validate Data Migration N X 2 7.2.8 Resolve Data Migration Issues i needed N X X 2 7.2.9 Re eat Data Migration Until No Issues Exist i needed N X X 2 7.3 Present Acceptance Certificate for Data Migration Completion Y X 2 8.0 Citizen Web Portal Configuration 2 8.1 Identify City Technical Resources to support Web Portal Configuration N X 2 8.2 Provide Look and Feel Configuration Files N X 2 8.3 Perform Citizen Web Portal Configuration N X 2 8.4 Validate Citizen Web Portal Configuration N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 10 ® MOTOROLA SOLUTIONS stage Task Description Milestone? Motorola city 2 8.5 Present Acceptance Certificate for Citizen Web Portal Configuration Completion Y X 2 9.0 On-site Reports Training by Motorola 2 9.1 Identify Training Facility N X 2 9.2 Validate Training Facility Readiness N X 2 9.3 Identi Five 5 Students to Support CSR Reporting N 5c- 2 2 9.4 Schedule Report Configuration Review Session-Week 1,Das I-5 N X 2 9.5 Conduct Report Configuration Review Session-Week 1,Das 1-5 Y X 2 9.6 Present Acceptance Certificate for On-site Report Training Completion Y X 2 10.0 Interface Deployment 2 10.1 Interface Configuration-CodeO s 2 ]0.I.I Cont uration qfAp plication Hub or inter face N X 2 10.1.2 Identify City Technical Resource to Support CodeO s Inter face N X 2 10.1.3 Develop CodeO s Connector N X 2 10.1.4 Deploy CodeO s Connector to Production Application Hub N X 2 10.1.5 Test CodeO s Inter face N X 2 10.1.6 Validate CodeO s Inter ace N X 2 10.2 Present Acceptance Certificate for Interface Configuration-CodcO s Y X 2 10.3 Interface Configuration—PremierOne CSR Mobile Apps 2 10.3.1 Identify City Technical Resource to Support PretnierOne CSR Mobile Apps Interface N X 2 10.3.2 Deploy PremierOne CSR Mobile Apps Connector to Production Application Hub N X 2 10.3.3 Configure Service Request T es or PremierOne CSR Mobile Apps Inter ace N X 2 10.3.4 Test PremierOne CSR Mobile Apps Inter ace N X 2 10.3.5 Validate PremierOne CSR Mobile Apps Inter face N X 2 10.4 Present Acceptance Certificate for Interface Configuration—PremierOne CSR Mobile Apps Y X 3 11.0 Train-the-Trainer Training 3 11.1 Identify Training Facility N X 3 11.2 Validate Training Facility Readiness N X 3 11.3 Identi Five 5 Students to be City Trainers N X 3 11.4 Schedule One Contiguous Three-Day Training Session N X 3 11.5 Conduct Train-the-Trainer Training-Week 1,Das 1-3 Y X 3 11.6 Present Acceptance Certificate for Train-the-Trainer Training N X 3 12.0 End-User Trainingfor Managers and Call Center Users 3 12.1 Identify Training Facility N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 11 ® MOTOROLA SOLUTIONS Descriptionstage Task 3 12.2 Validate Training Facility Readiness N X 3 12.3 Identify Forty(40)Students to be Trained N X 3 12.4 Schedule Four Half-Da End-User Training Sessions in the same Week N X 3 12.5 Conduct End-User Training for Managers and Call Center Users-Week 1,Sessions 1-4 Y X 3 12.6 Present Acceptance Certificate for End-User Training for Managers and Call Center Users N X 3 13.0 Advanced Reports Trainingfor Anal Tics Analyst Users 3 13.1 Identify Training Facility N X 3 13.2 Validate Training Facility Readiness N X 3 13.3 Identi Five 5 Students to be Trained N X 3 13.4 Schedule Advanced Reports Training Session-Week 1,Das 1-5 N X 3 13.5 Conduct Advanced Reports Training Session-Week 1,Das 1-5 Y X 3 13.6 Present Acceptance Certificate for Advanced Reports Training Completion N X 3 14.0 Knowledge Base Traininor Knowledge Authors 3 14.1 Identify Training Facility N X 3 14.2 Validate Training Facility Readiness N X 3 14.3 Identify Twenty 20 Students to be Trained N X 3 14.4 Schedule Two One-Day Training Sessions in the same Week N X 3 14.5 Conduct Knowledge Base Training-Week 1,Sessions 1-2 Y X 3 14.6 Present Acceptance Certificate for Knowledge Base Training N X 3 15.0 End-User Training by Ci if applicable) 3 15.1 Identify Training Facility N X 3 15.2 Validate Training Facility Readiness N X 3 15.3 Identify Students to Receive End-User Training N X 3 15.4 Schedule All End-User Training Sessions N X 3 15.5 Conduct All End-User Training Sessions N X 3 16.0 S stein Go-Live 3 16.1 Develop Detailed Go-Live Runbook N X 3 16.2 Review Detailed Go-Live Runbook N X X 3 16.3 Approve Detailed Go-Live Runbook Y X X 3 16.4 Schedule Go-Live Date N X X 3 16.5 Execute Detailed Go-Live Runbook Y X X 3 16.6 Place CSR System into Production Use Y X X 3 16.7 Provide On-site Go-Live BSA Support-Week 1,Da s 1-5 N X Motorola Solutions-City of Fort Worth Exhibit B-Statement of Work(SOW) Page 12 © MOTOROLA SOLUTIONS Stage Task Description Milestone? Motorola 3 16.8 Present Acceptance Certificate for On-site Go-Live Support Completion N X 3 17.0 Post Go-Live Support 3 17.1 Monitor CSR System and Interfaces N X X 3 17.2 Report CSR System or Interface Issues N X 3 17.3 Resolve CSR System or Interface Issues if needed N X X 3 17.4 Transition City to CSR Help Desk for Ongoing Maintenance Support Y X X 3 17.5 Present Acceptance Certificate for Post Go-Live Support Completion N X 3 18.0 Test/Train So bvare Installation 3 18.1 Setup Test/Train Enviromnent N X 3 18.2 Certify Test/Train Application Readiness N X 3 18.3 Validate Test/Train Application Readiness N X 3 18.4 Present Acceptance Certificate for Test/Train Software Installation Y X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 13 MOTOROLA SOLUTIONS PHASE TWO—FOUNDATIONAL DEPARTMENTS Phase Task Description Milestone? Motorola C i t.N 2 1.0 Kick-O Meetin —Phase Tivo 2 1.1 Prepare Kick-OffMceting Presentation N X 2 1.2 Review Kick-Off Meeting Presentation N X X 2 1.3 Approve Kick-Off Meeting Presentation N X 2 1.4 Schedule Kick-Off Meeting N X 2 1.5 Conduct Kick-Off Meeting Y X 2 1.6 Present Acceptance Certificate for Kick-OffMecting N X 2 2.0 System Access Testin 2 2.1 Identify One Workstation per Department/Site for Testing N X 2 2.2 Schedule System Access Testing for each Department/Site Workstation N X 2 2.3 Perform System Access Testing at each Department/Site Workstation N X 2 2.4 Document System Access Benchmarks at each Department/Site Workstation N X 2 2.5 Review System Access Benchmarks N X X 2 2.6 Present Acceptance Certificate for System Access Testing N X 2 3.0 Training by Motorola 2 3.1 Configuration Manager Training-Session 1 2 3.1.1 Identify Training Facili , N X 2 3.1.2 Validate Training Facility Readiness N X 2 3.1.3 Identify Ten 10 Students N X 2 3.1.4 Schedule One Contiguous Fow'Dqy Training Session N X 2 3.1.5 Conduct Configuration Manager Training-Week 1,Days 1-4 Y X Create detailed braining/configuration documentation and present the same to City in soft 2 3.1.6 and hard copies. Y X 2 3.1.7 Present Acceptance Certi ucate or Coni nation Manager Training N X 2 3.2 Application Manager Training 2 3.2.1 Identify Training Facility N X 2 3.2.2 Validate Traimin Facili ,Readiness N X 2 3.2.3 Identify Five 5 Students N X 2 3.2.4 Schedule One 1 One-Day Training Sessions N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 14 MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola city 2 3.2.5 Conduct Application Manager Training-Week 1,Day I Y X 2 3.2.6 Present Acceptance Certificate or Application Manager Training N X 2 3.3 Present Acceptance Certificate for Training Completion N X 2 4.0 System Configuration 2 4.1 System Configuration—CiManager's Office 2 4.1.1 Identify Qty Resources to support System Coni uration—City Managers Qlfice N X 2 4.1.2 Document Service Request Type Configuration N X X 2 4.1.3 Doctnnent Inter-Department and External Agency Dependencies N X X 2 4.1.4 Analyze Business Processes and Workj7oiv Rules N X 2 4.1.5 Document Knowledge Base Content N X X 2 4.1.6 Document Inter ace Dependencies N X X 2 4.1.7 Transfer Knowled e and Per form Service R eq hest T e Cont taatiort N X X 2 4.1.8 Transfer Knowledge and Per or ni Knowledge Base Configuration N X X 2 4.1.9 Complete Set-vice Request T p e Con i roation N X 2 4.1.10 Complete Knowledge Base Confi uration N X 2 4.1.11 Validate System Cont mation-City Managers Office N X 2 4.1.12 Present Acceptance Cer•tiftcate for System Configuration-Ci ,Managers Office Completion N X 2 4.2 System Configuration—Maor's Office 2 4.2.1 Identify City Resources to support System Configuration—Mayors O ice N X 2 4.2.2 Document Service Request Type Configuration N X X 2 4.2.3 Document Inter-Department mid External Agency De endencies N X X 2 4.2.4 Analyze Business Processes and Workj7oiv Rides N X 2 4.2.5 Document Knowledge Base Content N X X 2 4.2.6 Document Interface Dependencies N X X 2 4.2.7 Trans er Knowled a and Pei orm Service Re uest Type Configuratimn N X X 2 4.2.8 Transfer er Knowled e and Per om Knowledge Base Configuration N X X 2 4.2.9 Complete Service Request Type Coni tnation N X 2 4.2.10 Complete Knowledge Base Configuration N X 2 4.2.11 Validate System Configuration-Mayors Office N X 2 4.2.12 Present Acceptance Cer•tif cate for System Configuration-Mayors Once Completion N X 2 4.3 System Configuration—Park and Recreation 2 4.3.1 Identify City Resources to support System Cont nation—Park and Recreation N X 2 4.3.2 Document Service Request T, e Configuration N X X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 15 MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola 0tv 2 4.3.3 DocumentIr7tei De artnrerrtandE,rternalA en +De etrdencies N X X 2 4.3.4 Analyze Business Processes and Workflow Rules N X 2 4.3.5 Document Knowledge Base Content N X X 2 4.3.6 Document Inter ace Dependencies N X X 2 4.3.7 Transfer Knowledge and Per ori:Service Request Type e Cort r :ration N X X 2 4.3.8 Transfer Knowledge and Per form:Knowledge Base Configuration N X X 2 4.3.9 Complete Service Request Type e Confi nation N X 2 4.3.10 Complete Knowled e Base Confi nation N X 2 4.3.11 Validate S stem Confi uration-Park and Recreation N X 2 4.3.12 Present Acceptance Certificate or System Configuration-Park and Recreation Completion N X 2 4.4 System Configuration—Transportation and Public Works 2 4.4.1 Identify City Resources to support System Configuration—Transportation and Public Works N X 2 4.4.2 Document Service Request T+ e Con r nation N X X 2 4.4.3 Document Inter•-De artment and External Agency De endencies N X X 2 4.4.4 Analyze Business Processes and Workflow Rules N X 2 4.4.5 Document Knowledge Base Content N X X 2 4.4.6 Document Interface Dependencies N X X 2 4.4.7 TransferKrro3vled a amdPer onn Service Re rued Type Coni ration N X X 2 4.4.8 Transfer Knowledge and Per oro Knowledge Base Configuration N X X 2 4.4.9 Complete Service Request Type Configuration N X 2 4.4.10 Complete Knowledge Base Configuration N X 2 4.4.11 Validate System Configuration-Transportation ortation and Public Works N X Present Acceptance Certificate for System Configuration-Transportation and Public Works 2 4.4.12 Completion N X 2 4.5 Data Migration(if applicable) 2 4.5.1 Review Data Migration Strategy N X X 2 4.5.2 Populate Motorola Provided Data Migration Tables N X 2 4.5.3 Export Motorola-Provided Data Migration Tables N X 2 4.5.4 Transfer Export File to Motorola N X 2 4.5.5 Download Export File N X 2 4.5.6 Mi rate Data into Production Database N X 2 4.5.7 Validate Data Migration N X 2 4.5.8 Resolve Data Migration Issues(i needed N X X 2 4.5.9 Repeat Data Migration Until No Issues Exist i needed N X X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 16 QMOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola City 2 4.6 Present Acceptance Certificate for Data Mi tion Completion N X 2 5.0 On-site Report Training by Motorola 2 5.1 Identify Training Facility N X 2 5.2 Validate Training Facility Readiness N X 2 5.3 Identify Eight S Students to Support CSR Reporting N X 2 5.4 Schedule Report Configuration Review Session-Week 1,Das 1-5 N X 2 5.5 Conduct Report Configuration Review Session-Week 1,Das 1-5 N X 2 5.6 Present Acceptance Certificate for On-site Report Training-Session Completion N X 2 6.0 Interface Deployment 2 6.1 Interface Configuration-Accela 2 6.1.1 Identify City Technical Resource to SupportAccela Inter ace N X 2 6.1.2 Provide Remote Connectivi ,to Accela Test Databasei needed N X 2 6.1.3 Develop Accela Connector N X 2 6.1.4 Modi >Current Accela Inter face i needed N X 2 6.1.5 Deploy Accela Connector to Production Application Hub N X 2 6.1.6 Test Accela Inter ace N X 2 6.1.7 Validate Accela Interface N X 2 6.2 Present Acceptance Certificate for Interface Configuration-Accela Y X 2 6.3 Interface Configuration-ITSM 2 6.3.1 Identify City Technical Resource to Support ITSM Infelface N X 2 6.3.2 Provide Remote Conneclivily to ITSM Test Database i needed N X 2 6.3.3 Develop ITSM Connector N X 2 6.3.4 Modify Curent]TiSMInten ace ifneeded N X 2 6.3.5 Deploy ITSM Connector to Production Application Hub N X 2 6.3.6 Test ITSMInter ace N X 2 6.3.7 Validate ITSMInter ace N X 2 6.4 Present Acceptance Certificate for Interface Configuration-ITSM Y X 2 6.5 Interface Configuration—Vestif PetPoint 2 6.5.1 Identify City Technical Resource to Su ort Vesti PetPoint Inter ace N X 2 6.5.2 Provide Remote Connectivity to Vesti PetPoint Test Database i needed N X 2 6.5.3 Develop Pesti PetPoint Connector N X 2 6.5.4 Modify Current Vesti PetPoint Inter ace if needed N X 2 6.5.5 Deploy Vesti PetPoint Connector to Production Application Hub N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 17 ® MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola 2 6.5.6 Test Vesti PetPoint Inter ace N X 2 6.5.7 Validate Vesti PetPoint Inter ace N X 2 6.6 Present Acceptance Certificate for Interface Configuration—Vesti PetPoint) Y X 2 6.7 Interface Configuration—Oracle Ri htNow 2 6.7.1 Identify City Technical Resource to Support Oracle Ri htNow hnten face N X 2 6.7.2 Provide Remote Connecthity to Oracle Ri htNow Test Database i needed N X 2 6.7.3 Develop Oracle Ri htNoiv Connector N X 2 6.7.4 Modify Current Oracle Ri hlNow lnten facei f needed N X 2 6.7.5 Deploy Oracle Ri htNow Connector to Production Application Hub N X 2 6.7.6 Test Oracle Ri htNow Interface N X 2 6.7.7 Validate Oracle Ri htNoiv Inter ace N X 2 6.8 Present Acceptance Certificate for Interface Configuration—Oracle Right Now Y X 2 6.9 Interface Configuration-Maximo 2 6.9.1 Identify City Technical Resource to St ipp ort Maximo Inter ace N X 2 6.9.2 Provide Remote Connectivity to MaYbno Test Database i needed N X 2 6.9.3 Develop Maximo Connector N X 2 6.9.4 Modify Current Maxinno hnten ace i needed N X 2 69.5 Deploy Maximo Connector to Production Application Hub N X 2 6.9.6 Test Maximo Inter ace N X 2 6.9.7 Validate Maximo Inter ace N X 2 6.10 Present Acceptance Certificate for Interface Configuration—Maximo Y X 2 6.11 Interface Configuration—Citizen Mobile Apps 2 6.11.1 Identify City Technical Resource to Support Citizen Mobile Apps Inter ace N X 2 6.11.2 Configure Service Request T p es for Citizen Mobile Apps N X 2 6.11.3 Test Citizen Mobile Apps hoer ace N X 2 6.11.4 Validate Citizen Mobile Apps Inter ace N X 2 6.12 Present Acceptance Certificate for Interface Configuration—Citizen Mobile Apps Y X 2 6.13 Interface Configuration—PremierOne CSR Mobile Apps 2 6.13.1 Identify City Technical Resource to Support PrenderOne CSR Mobile Apps Intel face N X 2 6.13.2 Con r me Service Request T es or PremierOne CSR Mobile Apps N X 2 6.13.3 Test PrenderOne CSR Mobile Apps Inter ace N X 2 6.13.4 Validate PremierOne CSR Mobile Apps Inter ace N X 2 6.14 1 Present Acceptance Certificate for Interface Configuration—PremierOne CSR Mobile Apps I Y X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 18 © MOTOROLA SOLUTIONS Pintse Tiisk Description Milestone? Motorola Cit) 2 7.0 Train-tire-Trainer Trainin 2 7.1 Identify=g Facility N X 2 7.2 Validate Training Facility Readiness N X 2 7.3 Identi Five 5 Students to be City Trainers N X 2 7.4 Schedule One Contiguous Three-Day Training Session N X 2 7.5 Conduct Train-the-Trainer Training-Week 1,Das 1-3 Y X Create detailed braining/configuration documentation and present the same to Cit),in soft and 2 7.6 hard copies. Y X 2 7.7 Present Acceptance Certificate for Train-the-Trainer Training N X 3 8.0 End-User Trainingfior Managers and Call Center Users 3 8.1 Identify ining Facility N X 3 8.2 Validate Training Facility Readiness N X 3 8.3 Identify For 40 Students to be Trained N X 3 8.4 Schedule Four Half-Da End-User Training Sessions in the same Week N X 3 8.5 Conduct End-User Training for Managers and Call Center Users-Week 1,Sessions 1-4 Y X 3 8.6 Present Acceptance Certificate for End-User Training for Managers and Call Center Users N X 3 9.0 Advanced Reports Trainingfior Analytics Analyst Users 3 9.1 Identify Training Facility N X 3 9.2 Validate Training Facility Readiness N X 3 9.3 Identi Five 5 Students to be Trained N X 3 9.4 Schedule Advanced Reports Training Session-Week 1,Das 1-5 N X 3 9.5 Conduct Advanced Reports Training Session-Week 1,Das 1-5 Y X 3 9.6 Present Acceptance Certificate for Advanced Reports Training Completion N X 3 10.0 Knowledge Base Trainingfor Knowledge Authors 3 10.1 Identify Training Facility N X 3 10.2 Validate Training Facility Readiness N X 3 10.3 Identi Ten 10 Students to be Trained N X 3 10.4 Schedule a One-Day Training Sessions N X 3 10.5 Conduct Knowledge Base Training-Week 1,Sessions 1 Y X 3 10.6 Present Acceptance Certificate for Knowledge Base Training tN X 2 11.0 End-User Trainingb Ci if applicable) 2 11.1 Identi TrainingFacility X 2 11.2 Validate TrainingFacilityReadiness X 2 11.3 Identi Students to Receive End-User Training X Motorola Solutions-City of Fort Worth Exhibit B-Statement of Work(SOW) Page 19 © MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola city 2 11.4 Schedule All End-User Training Sessions N X 2 11.5 Conduct All End-User Training Sessions N X 2 1.0 System Go-Live 2 12.1 Develop Detailed Go-Live Runbook N X 2 12.2 Review Detailed Go-Live Runbook N X X 2 12.3 Approve Detailed Go-Live Runbook Y X X 2 12.4 Schedule Go-Live Date N X X 2 12.5 Execute Detailed Go-Live Runbook Y X X 2 12.6 Place CSR System into Production Use Y X X 2 12.7 Provide On-site Go-Live BSA Support-Week 1,Das 1-5 N X 2 12.8 Present Acceptance Certificate for On-site Go-Live Support Completion N X 2 13.0 Post Go-Live Support 2 13.1 Monitor CSR System and Interfaces N X X 2 13.2 Report CSR System or Interface Issues N X 2 13.3 Resolve CSR System or Interface Issues if needed N X X 2 13.4 Transition City to CSR Help Desk for Ongoing Maintenance Support Y X X 2 13.5 Present Acceptance Certificate for Post Go-Live Support Completion N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 20 MOTOROLA SOLUTIONS PHASE THREE—REMAINING DEPARTMENTS Phase Task Description Milestone? Motorola Citv 3 1.0 Kick-O Meetin —Plrase Three Pre are Kick-Off Meetin Presentation N X 3 1.2 Review Kick-Off Meeting Presentation N X X 3 1.3 Approve Kick-Off Meeting Presentation N X 3 1.4 Schedule Kick-OffMeeting N X 3 1.5 Conduct Kick-OffMeeting y X 3 1.6 Present Acceptance Certificate for Kick-OffMeefing N X 3 2.0 System Access Testing 3 2.1 Identify One Workstation per Department/Site for Testing N qX 3 2.2 Schedule System Access Testingfor each Department/Site Workstation N 3 2.3 Perform System Access Testingat each Department/Site Workstation N X 3 2.4 Document System Access Benchmarks at each Department/Site Workstation N X 3 2.5 Review System Access Benchmarks N X 3 2.6 Present Acceptance Certificate for System Access Testing N X 3 3.0 Training by Motorola 3 3.1 Configuration Manager Training 3 3.1.1 Idenfijy Training Facility N X 3 3.1.2 Validate Training Facility Readiness N X 3 3.1.3 Identify Ten 10 Students N X 3 3.1.4 Schedule One Contiguous Fou?=Day Training Session N X 3 3.1.5 Conduct Con figuration Manager Training-Week I,Days 1-4 y 7{ 3 3.1.6 Present Acceptance Certi tateor Con I uration Manager TrainingN X 3 3.2 Application Manager Training 3 3.2.1 Identi ,Training Facility N X 3 3.2.2 Validate Training Facility Readiness N X 3 3.2.3 Identify Five S Students N X 3 3.2.4 Schedule One 1 One-Day Training Sessions N X 3 1 3.2.5 Conduct Application Manager Training-Week 1,Day 1 y X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 21 MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola Cify 3 3.2.6 Present Acceptance Certificate or Application Manager Training N X 3 3.3 Present Acceptance Certificate for Training Completion N X 3 4.0 System Configuration 3 4.1 System Confluration—Aviation 3 4.1.1 Identi ,Qty Resources to stn ort System Configuration-Aviation N X 3 4.1.2 Document Service Re nest Type e Cont nation N X X 3 4.1.3 Document Inter De artnrent and External Agency Dependencies N X X 3 4.1.4 Anal ce Business Processes and JVorkJloiv Rides N X 3 4.1.5 Document Knowledge Base Content N X X 3 4.1.6 Document hoer ace Dependencies N X X 3 4.1.7 Transfer Knowled e and Per oro Service Request Type Conft titration N X X 3 4.1.8 Transfer Knowled e and Pet form Knowledge Base Confit ration N X X 3 4.1.9 Complete Service Re [test Type Configuration N X 3 4.1.10 Complete Knowledge Base Cott t [nation N X 3 4.1.11 Validate S stem Con t tn•atim-Aviation N X 3 4.1.12 Present Acceptance Cer ti tcate or System Configuration-Aviation Completion N X 3 4.2 System Configuration—City Secretary 3 4.2.1 Identify Ch),Resources to stipport S stem Cont nation—City Secretary N X 3 4.2.2 Document Service Re nest Type Configuration N X X 3 4.2.3 Document Inter-Department and External A en U Dependencies N X X 3 4.2.4 Analyze Business Processes and Workj7oiv Rules N X 3 4.2.5 Document Knowledge Base Content N X X 3 4.2.6 Document Inter ace Dependencies N X X 3 4.2.7 Transfer er Knowled a and Per oro Service Re nest Type e Cott r a•ation N X X 3 4.2.8 Transfer Knowledge and Per form Knowledge Base Configuration N X X 3 4.2.9 Complete Service Re Crest Type Cont oration N X 3 4.2.10 Complete Knowledge Base Configitration N X 3 4.2.11 Validate System Configuration-City Secretaty N X 3 4.2.12 Present Acce tate Certi tcate or System Cont nation-City Secretary Completion N X 3 4.3 System Configuration—Economic Development 3 4.3.1 Identify City Resources to support System Cont ration—Economic Development N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 22 ® MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola 3 4.3.2 Document Service Request Type Cont uration N X X 3 4.3.3 Document bnter•-De arbnent and External Agency Dependencies N X X 3 4.3.4 Analyze Business Processes and Work oiv Rules N X 3 4.3.5 Document Knowledge Base Content N X X 3 4.3.6 Document tinter face Dependencies N X X 3 4.3.7 Transfer Knowledge and Peiform Service Re ares!Type Cot i uration N X X 3 4.3.8 Transfer Knowledge and Per onn Knowledge Base Configuration N X X 3 4.3.9 Complete Service Request Type Configuration N X 3 4.3.10 Complete Knowledge Base Configuration N X 3 4.3.11 Validate System Configuration-Economic Development N X 3 4.3.12 Present Acceptance Certificate for System Configuration-Economic Development Completion N X 3 4.4 System Configuration—Financial Management Services S 3 4.4.1 Identify City Resources to support System Configuration-FMS N X 3 4.4.2 Document Service Request Type Configuration N X X 3 4.4.3 Document Inter•-De artment andExtemalAgency Dependencies N X X 3 4.4.4 Analyze Business Processes and Workflow Rides N X 3 4.4.5 Document Knowledge Base Content N X X 3 4.4.6 Document Inter ace Dependencies N X X 3 4.4.7 Trans er Knoivled a and Per onn Service R eq:rest Typ e Cori uration N X X 3 4.4.8 Transfer Knowledge and Per orm Knowledge Base Configuration N X X 3 4.4.9 Complete Service Request Type Configuration N X 3 4.4.10 Complete Knowledge Base Configuration N X 3 4.4.11 Validate System Configuration-FMS N X 3 4.4.12 Present Acceptance Certificate or S ystenn Confi a atiorn-FMS Completion N X 3 4.5 System Configuration—Fire 3 4.5.1 Identify City Resources to support System Configuration-Fire N X 3 4.5.2 Document Service Request Type Coni uration N X X 3 4.5.3 Document Inter-De wwnent mid External Agency Dependencies N X X 3 4.5.4 Analyze Business Processes and Workjbiv Rules N X 3 4.5.5 Document Knowledge Base Content N X X 3 4.5.6 1 Document haterfaceDependencies N X X 3 14.5.7 1 Trmns er Knolvled a and Per orm Service R eq nest Type Confi a•ation N X X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 23 QMOTOROLA SOLUTIONS Phase Task Description r r 3 4.5.8 Transfer Knowledge and Per form Knowledge Base Cont trr•ation N X X 3 4.5.9 Complete Service Request T p e Confr nation N X 3 4.5.10 Complete Knowledge Base Configuration N X 3 4.5.11 Validate System Cont tnation-Fire N X 3 4.5.12 Present Acce lance Certi scale or System Configuration-Fire Com letion N X 3 4.6 S stem Configuration—Librar 3 4.6.1 Identify City Resources to support System Cont taction-Library N X 3 4.6.2 Document Service Re nest Type e Cont nation N X X 3 4.6.3 Document Inter•-De arnnent and ExternalAgeniT Dependencies N X X 3 4.6.4 Analyze Business Processes and Workllow Rides N X 3 4.6.5 Document Knowledge Base Content N X X 3 4.6.6 Document Inter face Dependencies N X X 3 4.6.7 T-at ts err Knowled e and Perforin Service Re nest T e Confr uration N X X 3 4.6.8 Transfer Knowledge and Per orm Knowledge Base Configuration N X X 3 4.6.9 Complete Service Request T p e Confi tnation N X 3 4.6.10 Complete Knowledge Base Cont tnation N X 3 4.6.11 Validate System Cont nation-Librar + N X 3 4.6.12 Present Acce tante Cerli rcale or System Configuration-Library Completion N X 3 4.7 System Configuration—Municial Courts 3 4.7.1 Identify City Resources to support System Cont action—Munici al Courts N X 3 4.7.2 Document Service Re nest T p e Configuration N X X 3 4.7.3 Document Inter-Department and Extenral A enc y Dependencies N X X 3 4.7.4 Analyze Business Processes and Workflow Rules N X 3 4.7.5 Document Knowledge Base Content N X X 3 4.7.6 Document Inter ace Dependencies N X X 3 4.7.7 Transfer Knowledge and Petform Service Regitest T, e Configtiration N X X 3 4.7.8 Transfer Knowledge and Pet onn Knowledge Base Configuration N X X 3 4.7.9 Corn lete Service Request Type Configuration N X 3 4.7.10 Complete Knowledge Base Configuration N X 3 4.7.11 Validate System Configuration-Municipal Courts N X 3 4.7.12 Present Acceptance Certi teate or System Cortfi tnation-Municipal Courts Cont letion N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 24 WpMOTOROLA SOLUTIONS DescriptionPhase Task Motorola 3 4.8 S stem Con£ uration—Nei hborhood Services 3 4.8.1 Identify Ci +Resources to su ort S+stem Conff uration—Nei hborhood Services N X 3 4.8.2 Document Service Request Type Conftguration N X X 3 4.8.3 Document Inter De artrnent and External Agency Dependencies N X X 3 4.8.4 Analyze Business Processes and Wor ow Rides N X 3 4.8.5 Document Knowledge Base Content N X X 3 4.8.6 Document biter ace Dependencies N X X 3 4.8.7 Transfer Knowledge and Per orm Service Request Type Configuration N X X 3 4.8.8 Transfer Knowledge acid Per onn Knowledge Base Configuration N X X 3 4.8.9 Complete Service Request T, e Configuration N X 3 4.8.10 Complete Knowledge Base Configuration N X 3 4.8.11 Validate System Configuration-Neighborhood Services N X 3 4.8.12 Present Acceptance Certi icate or S stein Configuration-Neighborhood Services Completion N X 3 4.9 System Configuration—Planning and Development 3 4.9.1 Identify City Resources to support System Configuration—Planning and Develo meat N X 3 4.9.2 Document Service Request Type Configuration N X X 3 4.9.3 Document lnterDe artmentandExternalA en +Dependencies N X X 3 4.9.4 Analyze Business Processes and Workflow Riles N X 3 4.9.5 Document Knowledge Base Content N X X 3 4.9.6 Document Inter•ace Dependencies N X X 3 4.9.7 Trans erKnowled a and Per orm Service Request Type Configuration N X X 3 4.9.8 Trans er Knowledge and Per orm Knowledge Base Configuration N X X 3 4.9.9 Complete Service Request T e Conff uratioun N X 3 4.9.10 Complete Knowledge Base Configuration N X 3 4.9.11 Validate System Configuration-Plmming and Development N X Present Acceptance Certificate for System Configuration-Planning and Development 3 4.9.12 Completion N X 3 4.10 System Confu uration-Police 3 4.10.1 Identify Cit),Resources to support System Configuration-Police N X 3 4.10.2 Document Service Request Type Configuration N X X 3 4.10.3 Document Inter-Department and External Agency Dependencies N X X 3 4.10.4 Analyze Business Processes and Workj7oiv Riles 7 N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 25 0 MOTOROLA SOLUTIONS Phase Task Description 3 4.10.5 Document Knowled e Base Content N X X 3 4.10.6 Document Inter ace Dependencies N X X 3 4.10.7 Trans er Knowmm led a and Per Service Re nest T p e Corrf in•atimr N X X 3 4.10.8 Transfer Knowledge and Per onn Knowledge Base Configuration N X X 3 4.10.9 Conr Tete Service Request T, e Configuration N X 3 4.10.10 Corn Tete Knowledge Base Confr nation N X 3 4.10.11 Validate System Configuration-Police N X 3 4.10.12 Present Acceptance Certificate for System Configuration-Police Completion N X 3 4.11 System Configuration—Public Events 3 4.11.1 Identify Ch),Resources to support S ysteni Configuration—Public Events N X 3 4.11.2 Document Service Request Type Configuration N X X 3 4.11.3 Document Inter-Department and External Agency Dependencies N X X 3 4.11.4 Analyze Business Processes and Workflow Rides N X 3 4.11.5 Document Knowledge Base Content N X X 3 4.11.6 Document Inter ace Dependencies N X X 3 4.11.7 Transfer•Knoivled a and Per onn Service Request Type Conr ration N X X 3 4.11.8 Transfer Knowledge and Per form Knowledge Base Confi uration N X X 3 4.11.9 Com lete Service Request Type e Conr uration N X 3 4.11.10 Complete Knowledge Base Confr uration N X 3 4.11.11 Validate System Configuration-Public Events N X 3 4.11.12 Present Acceptance Certi icate or System Corrf uration-Public Events Completion N X 3 4.12 System Configuration—Water/Waste Water Utility 3 4.12.1 Identify City Resources to support System Configuration—Water/Waste Water Utili , N X 3 4.12.2 Document Service Request T+ e Confr nation N X X 3 4.12.3 Document Inter-De arunent and External Agency Dependencies N X X 3 4.12.4 Analyze Business Processes and Workflow Rides N X 3 4.12.5 DocunientKnowledge BaseContent N X X 3 4.12.6 Document Infer face Dependencies N X X 3 4.12.7 Transfer Knowledge and Per mm Service Request Type Configuration N X X 3 4.12.8 Trans er Knowled e and Per form Knowled e Base Co i ifigi u-at ion N X X 3 4.12.9 Complete Service Request T T e Confr uration N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 26 © MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola city 3 4.12.10 Com fete Knowledge Base Confr uration N X 3 4.12.11 Validate System Configuration-Water/Waste Water Utili , N X Present Acceptance Certificate for System Configuration-Water/Waste Water Utility 3 4.12.12 Completion N X 3 4.13 Present Acceptance Certificate for System Configuration Completion N X 3 4.14 Data Migration if applicable) 3 4.14.1 Review Data Migration Str•ate , N X X 3 4.14.2 Populate Motorola Provided Data Migration Tables N X 3 4.14.3 Export Motorola-Provided Data Migration Tables N X 3 4.14.4 Transfer er Ex ort File to Motorola N X 3 4.14.5 Download Export File N X 3 4.14.6 Mi •ate Data into Production Database N X 3 4.14.7 Validate Data Migration N X 3 4.14.8 Resolve Data Migration Issues i needed N X X 3 4.14.9 Repeat Data Migration Until No Issues Exist(ifneeded N X X 3 4.15 Present Acceptance Certificate for Data Migration Completion N X 3 5.0 On-site Report Training by Motorola 3 5.1 Identify Training Facitity N X 3 5.2 Validate Training Facility Readiness N X 3 5.3 Identify Eight 8 Students to Support CSR Reporting N X 3 5.4 Schedule Report Configuration Review Session-Week 1,Das 1-5 N X 3 5.5 Conduct Report Configuration Review Session-Week 1,Das 1-5 N X Create detailed training 1 configuration documentation and present the same to City in soft and 3 5.6 hard copies. Y X 3 5.7 Present Acceptance Certificate for On-site Report Training-Session Completion N X 3 6.0 Interface Deployment 3 6.1 Interface Configuration—Citizen Mobile Apps 3 6.1.1 Identify City Technical Resource to Support Citizen MobileApps Inter ace N X 3 6.1.2 Configure Service Request T p es or Citizen Mobile Apps N X 3 6.1.3 Test Citizen Mobile Apps Inter ace N X 3 6.1.4 Validate Citizen Mobile Apps hyt ace N X 3 6.2 Present Acceptance Certificate for Interface Configuration—Citizen Mobile Apps Y X 3 6.3 Interface Configuration—PremierOne CSR Mobile Apps Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 27 foMOTOROLA SOLUTIONS Phase Task Descriptiou Milestone? Motorola C i tY 3 6.3.1 Identify City Technical Resource to Support PremierOne CSR MobileApps 111ter ace N X 3 6.3.2 Configure Service Request T p es or PremierOrne CSR MobileApps N X 3 6.3.3 Test PremierOrte CSR MobileApps Inter face N X 3 6.3.4 Validate PremierOne CSR Mobile Apps Inter ace N X 3 6.4 Present Acceptance Certificate for Interface Configuration—PremierOne CSR Mobile Apps Y X 3 7.0 Train-the-Trainer Training 3 7.1 Identify Training Facility N X 3 7.2 Validate Training Facility Readiness N X 3 7.3 Identi Five 5 Students to be City Trainers N X 3 7.4 Schedule One Contiguous Thrce-Day Training Session N X 3 7.5 Conduct Train-the-Trainer Training-Week 1,Das 1-3 Y X 3 7.6 Present Acceptance Certificate for Train-the-Trainer Training N X 3 8.0 End-User Trahzing.for Managers and Call Center Users 3 8.1 Identify Training Facility N X 3 8.2 Validate Training Facility Readiness N X 3 8.3 Identi Ten 10 Students to be Trained N X 3 8.4 Schedule a Half-Da End-User Training Sessions N X 3 8.5 Conduct End-User Training for Managers and Call Center Users-Week 1,Sessions 1 Y X 3 8.6 Present Acceptance Certificate for End-User Training for Managers and Call Center Users N X 3 9.0 End-User Training by Ci if applicable) 3 9.1 Identify Training Facility N X 3 9.2 Validate Training Facility Readiness N X 3 9.3 Identify Students to Receive End-User Training N X 3 9.4 Schedule All End-User Training Sessions N X 3 9.5 Conduct All End-User Training Sessions N X 3 10.0 System Go-Live 3 10.1 Develop Detailed Go-Live Runbook N X 3 10.2 Review Detailed Go-Live Runbook N X X 3 10.3 Approve Detailed Go-Live Runbook Y X X 3 10.4 Schedule Go-Live Date N X X 3 10.5 Execute Detailed Go-Live Runbook Y X X 3 10.6 Place CSR System into Production Use Y X X 3 10.7 Provide On-site Go-Live BSA Support-Week 1,Das 1-5 N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 28 © MOTOROLA SOLUTIONS Phase Task Description Milestone? Motorola city 3 10.8 Present Acceptance Certificate for On-site Go-Live Support Completion N X 3 11.0 Post Go-Lire Support 3 11.1 Monitor CSR System and Interfaces N X X 3 11.2 Report CSR System or Interface Issues N X 3 11.3 Resolve CSR System or Interface Issues if needed N X X 3 11.4 Transition City to CSR Help Desk for Ongoing Maintenance Support Y X X 3 11.5 Present Acceptance Certificate for Post Go-Live Support Completion N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 29 © MOTOROLA SOLUTIONS 1.1.6 Acceptance Certificate Procedure Upon completion of a deliverable,Motorola shall provide an Acceptance Certificate (Attachment E of this proposal estimate)for sign-off to the City. The City shall be responsible for final review and testing of said deliverable.Document deliverables and deliverables consisting of time shall be deemed accepted when the documents are delivered or when the time is provided. If a submitted deliverable does not perform to the requirements specified for such deliverable,the City shall have seven(7)business days (or another reasonable time frame set during contract negotiation)after Motorola's submission of the deliverable("Acceptance Period")to give written notice thereof to Motorola specifying the deficiencies in detail.Motorola shall use reasonable efforts to promptly remedy any such deficiencies. After completing any such remedy,Motorola shall resubmit the deliverable for review and testing as set forth above.Upon accepting any deliverable submitted by Motorola, the City shall provide to Motorola a written acceptance of such deliverable.Notwithstanding the foregoing,if the City fails to reject any deliverable within the Acceptance Period in the manner described above, said deliverable shall be deemed accepted at the end of the Acceptance Period. 1.1.7 Change Order Procedure Motorola will maintain the SOW with formal documentation denoting agreed upon changes. The City and Motorola will maintain copies of all Change Orders. Any alteration to the SOW that causes an increase or decrease in the time or cost required for the performance of any part of this SOW shall not become binding until both the City and Motorola have agreed upon an equitable adjustment and the SOW has been modified in writing accordingly. The City and Motorola must sign any proposed change orders. When this is accomplished, the change order will be incorporated as an official change to the project.A change order process shall control changes in scope of the SOW. If the City does not have a standard Change Order Request form,the Change Order Request form(Attachment D of this document)can be used for all change order requests. 1.2 SOFTWARE DEPLOYMENT Motorola will install the PremierOne CSR software in the following environments. Software Installation — Production — Test/Train Motorola will install the database software on the configured database server(s)and configure the database for high availability. Motorola will validate the hardware is ready for software installation using the CSR server specifications as a guideline. Motorola will configure the following servers in the production environment(in pre- production mode): Motorola Solutions —City of Fort Worth Exhibit B - Statement of Work (SOW) Page 30 MOTOROLA SOLUTIONS • CSR Production Database • CSR Production Application Servers • CSR Production Cognos Server • CSR Production Application Hub Server • CSR Production Knowledge Base Server • CSR Production Citizen Web Server Motorola will be responsible for configuring the Load Balancer hardware with virtual IP addresses for the various CSR servers to provide a high availability environment for each of the servers.Motorola will certify the production environment's readiness and the City will confirm the production environment's readiness. The readiness of the production environment will be acknowledged via a signed Acceptance Certificate for Production Software Installation. Prior to the City going live using the new production environment, the following environments will be configured using the production environment as a basis for deployment: • Test/Train Motorola will certify the environment's readiness, and the City will validate each environment's readiness. This validation will be acknowledged via a signed Acceptance Certificate for Test/Train Software Installation. 1 .3 SYSTEM ACCESS TESTING Motorola will work with the City project team to conduct system access testing based on a sampling of workstations from different departments and/or sites. The City will identify a testing workstation at each department/site,and the Motorola Configuration Lead will conduct testing to benchmark the following characteristics: • System login • Service request query • Location validation • Service request save • Service request mapping • KB search The City is encouraged to tailor the benchmark characteristics to fit their business. These benchmarks will be used for comparison if the City is experiencing performance issues with the system.For example, if the system login normally takes three seconds per the benchmark, and system login is taking ten seconds,then that provides a tangible measurement of the performance issue for inclusion in the helpdesk case notes. After the review of the documented benchmark timings,the review will be acknowledged via a signed Acceptance Certificate for the System Access Testing. Motorola Solutions —City of Fort Worth Exhibit B - Statement of Work(SOW) Page 31 MOTOROLA SOLUTIONS 1 .4 DATA MIGRATION Over the years,Motorola has developed a sound methodology to accomplish data migration from legacy systems. The greatest risks and costs associated with data migration tend to be involving data integrity. It is not uncommon for legacy systems to have lax data integrity rules concerning data storage that result in orphaned records,bad data and extraneous records. To address this problem with respect to data migration,Motorola has developed a series of migration tables that are highly constrained with respect to the data integrity rules of the PremierOne CSR system. This insures that if data can be added successfully to these migration tables,that data is all but guaranteed to migrate into the PremierOne CSR data tables without issue. This does put the burden on City technical staff,but that should be desirable in that City technical staff are a sunk cost and typically have broad and deep tribal knowledge of the legacy system. Additionally,Motorola has built value-added service offerings aka`BZ Tools"on top of the standard PremierOne CSR capability to accomplish certain types of data load activities via an Excel spreadsheet interface. These EZ Tools allow for the data loading of the following data elements via a Motorola provided spreadsheet: Resources (e.g., Citizen records) • Resource type (e.g., CITIZEN). • Owning group code. • First name. • Middle name/initial. • Last name. • Name suffix(e.g.,JR). • Address type(e.g., HOME). • Address. • Home phone. • Work phone. • Mobile phone. • E-mail address. • Up to five(5)flex notes (e.g., Contact Preference like E-mail, Phone, etc.). Users • Resource information(all fields from Resource above). • Username. • List of groups. • List of roles. • List of values (e.g., list of car colors for use in vehicle-related SR types). It would not be uncommon to use a variety of these tools during a project. The bottom line is that Motorola is committed to removing the risk and complexity from data migration and data load activities in an effort to bolster self-service conveniences as the City uses the CSR application over time. For example, let's say two months after go-live, a department wants to start using CSR. The Load Data EZ Tool would allow the City to use CSR to accomplish the user data load and list of values data load for the new department by filling out a service request and attaching a Motorola Solutions —City of Fort Worth Exhibit B - Statement of Work(SOW) Page 32 MOTOROLA SOLUTIONS spreadsheet with the data to be loaded. The CSR database would pick up this service request, process its spreadsheet, load the data and notify the requestor that the data load activity is complete. This is just one example of how Motorola is focused on building out self-service value-add service offerings to help the City manage CSR efficiently and effectively over time. 1.5 TRAINING Motorola strongly believes in the philosophy the city must be able to effectively manage the PremierOne CSR system long after the initial phases of project implementation when Motorola staff is no longer on site to assist. Therefore,Motorola has recommended a training plan to support the philosophy that involves: • On-site training classes • Train-the-Trainer • Knowledge transfer • Training documentation Our customers have found that our PremierOne CSR system is easy to use and intuitive to navigate,thereby requiring minimal training. Motorola believes the successful operation of any system is achieved through staff training and development. Through the experience and success of our implementations,Motorola has developed a training plan to provide our customers with faster project deliveries, a high retention of learning, and on-going curriculum development for your future employees. Motorola's proven training methodology combines Tram-the-Trainer with instructor led training to provide the City with the tools to manage and modify PremicrOne CSR. Our training program will provide you with flexibility and independence to manage the system cost-effectively for years to come. We have structured a training program for the staff that will be managing the application and using the application on a regular basis as a normal course of their responsibilities. Technical staff,end users, configuration managers, and"in- house"trainers are trained on their own systems with their own data to increase retention and reduce training time. Knowledge Transfer Lets the City Drive Configuration Our knowledge transfer strategy has proven to be effective in past implementations and our trainers incorporate best practices into the training. To support the goal of facilitating the City's command of the system, our knowledge transfer plan includes: • Complete Configuration Manager Training during the initial week(s) of the project. • Early configuration sessions to emphasize concepts taught. • As the configuration process proceeds, a gradual transition will occur, at the mutual agreement of the Motorola and City's project manager(s),where the City's configuration manager begins to enter actual data into the live system with Motorola assistance and supervision at each step of the process. • City of Fort Worth staff will be empowered to create their own service request types within the PremierOne CSR system without Motorola supervision. These service Motorola Solutions— City of Fort Worth Exhibit B - Statement of Work(SOW) Page 33 MOTOROLA SOLUTIONS requests are then subsequently reviewed by Motorola at a later date to ensure they have been properly configured. Sessions will include hands-on practice using actual applications in a classroom setting and will be a combination of leader-led,hands-on activity, and exercises to facilitate knowledge transfer. A key ingredient to the long-term viability of an established CRM solution is having access to the software vendor and its other customer base on a recurring basis for transferring knowledge, sharing best practices,reviewing new product features, and influencing product roadmaps. With Motorola,the annual CSR User's Group Conference is the channel for this connection to Motorola and its customers. CSR provides additional end-user training tools for pre and post go-live end-user training with PremierOne CSR user guides, on-line user help guides and training guides. The user guides are task-oriented with detailed content relating directly to the end-user training. This tool allows Fort Worth to prepare for end-user training with individuals able to pull content related to their specific job duties. Following end-user training,the tool provides the City with a resource for reinforcement of the training that is easily accessed as needed. The various on-line user help guides provide content at the user's fingertips. The on-line help includes: • context-sensitive content based on the user's current active page to speed access to pertinent information, • hierarchical indexes with drill-down and "breadcrumb" activity tracing • full text search capability • hyperlinks to related tasks and topics • ability to print the user guide section related to the on-line help content currently displayed or for any selected sections The training guides are accessible beyond the end-user training. This tool provides supervisors with material for reviews of procedure and process as well as focus material for addressing operational issues. PremierOne CSR provides the training tools needed by the City to get productive quickly,to stay current on product revisions and new features, and to maximize the benefit available from the use of CSR through all its various training courses which include configuration manager training,train-the-trainer training, application manager training, end-user training, and report development training. For all training classes, it is the responsibility of the City to identify the appropriate students, provide the training facilities, and provide all training equipment—to include a projector, screen, and instructor/student computers, as well as network connectivity and access to the PremierOne CSR cloud solution. In addition to these basic training requirements,the City is responsible for providing appropriately equipped instructor/student computers. The following subsections provide the details of each training class. Motorola Solutions— City of Fort Worth Exhibit B - Statement of Work(SOW) Page 34 MOTOROLA SOLUTIONS Estimates on the number of users to be trained and the training classes as outlined in the BAFO response. Users Phase 1 Phase 2 Phase 3 Managers 20 30 10 Call Center users 40 10 0 Analytics Analyst 5 5 0 Knowledge Authors 20 10 0 Field Users 0 0 0 In Motorola's original response to the City's RFP, we included the following on-site training classes broken down by each phase of the project followed by a description of each training class. Training Class Phase One Phase Two Phase Three Configuration Manager Training 1 class 1 class 1 class Application Manager Training 1 class 1 class 1 class Train-the-Trainer Training 1 class 1 class 1 class Reports Training 1 class 1 class 1 class End-User Training 2 classes n/a n/a Description of Training Classes Configuration Manager Training The Configuration Manager training will be delivered in one four-day class of hands-on system instruction for up to ten(10) Configuration Managers. Students will learn the configuration options and features associated with the PremierOne CSR application. This class will include the user side of the application including the following: CSR Home Page, CSR Directory,FAQs, Service Request Intake, Service Request Search, Service Request Management, Service Request Mass Entry, standard CSR reports, and MapViewer. This course also includes the creation and maintenance of SR Types using the Administration menus including the following: Service Request Control Panel,Flex Note configuration, Activity/Outcome configuration,Participant configuration,Work Schedule configuration, Location Alerts,List Management,Marquee configuration and User Administration. Application Manager Training Application Manager training will be delivered in a one-day class at the end of the Configuration Manger training and is limited to a maximum of five(5)students. This class will provide instruction on PremierOne CSR's Application Management features to include setup of security roles, creation of resources, scheduling services, default system settings, email configuration, and other global system settings. Motorola Solutions —City of Fort Worth Exhibit B - Statement of Work (SOW) Page 35 MOTOROLA SOLUTIONS Train-the-Trainer Training The Train-the-Trainer Training class is a three-day class and is focused on instructing CSR trainers on the CSR application including the following: CSR Home Page,FAQs, CSR Directory, Service Request Intake, Service Request Search(Basic and Advanced Search), Service Request Management, Service Request Mass Entry, Standard CSR reports, and Contact Center. The class will include"teach back"sessions where the students will present a lesson back to the class and Motorola instructor to demonstrate their understanding of the system and provide the opportunity to receive constructive feedback regarding presentation of the material. This class is limited to a maximum of five (5)students. Reports Training The Reports Training class is a five day class of Cognos Reports Development Training classes for up to five(5)students. The target audience for this training is students with an understanding of database structure and report development. The Report Training will include training in the following Cognos reporting areas: • Cognos Meta data model • Cognos Query Studio overview of ad hoc reporting • Cognos Report Studio overview of report building Based on our experience delivering report training,Motorola provides the first week of on- site report training and then schedules the second week of on-site report training several weeks later in the project. This gap gives the students time to practice what they have learned and to start building reports that are required by the various departments. The second week of reports training is delivered to the same five (5) students and covers more in-depth and advanced reporting techniques in Cognos Report Studio. This second week is the class listed below in each of the phases for the Analytics Analysts. End-User Training The End-User Training class is a half-day class and is focused on instructing CSR users on the CSR application including the following: CSR Home Page, FAQs, CSR Directory, Service Request Intake, Service Request Search (Basic and Advanced Search), Service Request Management, Service Request Mass Entry, Standard CSR reports, and Contact Center. Each class is limited to a maximum of ten(10) students. Knowledge Base Training/Configuration The Knowledge Base(KB)Training/Configuration class is focused on the functionality of the KB in PremierOne CSR. This class will include all aspects of creating and managing knowledge base topics(web links and documents) and FAQs while developing a foundation for managing keywords,index configuration,KB searching,KB editing,filter creation and scheduling of services. The Knowledge Base is available for internal City users and accessible by the citizens externally on the citizen web portal based on KB configuration. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 36 MOTOROLA SOLUTIONS For the City's BAFO request we added the following classes for end-user training as specified. The Train-the-Trainer training classes were already included in original RFP response and are not required to be added as part of the BAFO response. Phase One Managers and Call Center Users — There are a total of sixty (60) users to be trained, so this will be six end-user training classes for 10 students per class. We already included two classes in our original proposal to cover 20 students and we will add four additional half-day classes for the remaining 40 users. Analyties Analyst—We already included a reports training class in phase one of the project these five analysts will need to attend and we will add one additional 5 day advanced reports training class. Knowledge Authors—We are assuming these people will be managing the knowledge base. There are a total of 20 users to be trained, so this will be two classes for 10 students per class. We will add two 1 day knowledge base training classes. Phase Two Managers and Call Center Users — There are a total of forty (40) users to be trained, so this will be four classes for 10 students per class. We will add four additional half-day end-user classes for phase two. Analytics Analyst—We already included a reports training class in phase two of the project these five analysts will need to attend and we will add one additional 5 day advanced reports training class. Knowledge Authors —We are assuming these people will be managing the knowledge base. There are a total of 10 users to be trained, so this will be one class for 10 students per class. We will add a 1 day knowledge base training classes. Phase Three Managers — There are a total of ten (10) users to be trained, so this will be one class for 10 students per class. We will add one additional half-day end-user classes for phase three. For all training classes it is the City's responsibility to identify the appropriate students and provide the training facilities and training equipment to include a projector, screen, and instructor/student computers as well as network connectivity and access to the cloud environment. 1.6 CITIZEN WEB PORTAL CONFIGURATION Motorola will configure the Citizen Web Portal and apply the City's web design guidelines as indicated by the City.At the completion of the Citizen Web Portal Configuration,the City will acknowledge completion via a signed Acceptance Certificate for Citizen Web Portal Configuration Completion. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 37 aMOTOROLA SOLUTIONS 1 .7 INTERFACE DEPLOYMENT Motorola will work with the Interface Technical Analysts to deploy the CSR interfaces for testing and verification by the City.Each CSR interface will be configured in the cloud environment and will be accessible via a web service endpoint using HTTPS protocol. The City will be responsible for providing an HTTPS web service for the hosted Application Hub server in the cloud to call for any transactions destined for the City-hosted interfaces. The City can host a single endpoint and leverage the XML payload to route the request in the City network to the appropriate interfacing system or the City can host multiple endpoints that are dedicated to each interfacing system or the City can implement a combination of the two approaches. Should the interfacing system be a cloud-based solution,the City is responsible for working with the interfacing system solution provider to provide an HTTPS web service for the hosted Application Hub server in the cloud to call. Additionally,Motorola will work with the City's GIS technical staff to implement solutions and/or interfaces to support the following: • Locator service for location validation and geocoding • Reverse geocoding service for the Citizen Mobile Apps • Monthly refresh of Parcel/Street layer • Quarterly refresh of Polygon layers(e.g., Council District) The underlying technical solutions to implement these GIS features will be determined during the project based on remote connectivity,update frequency and other technical considerations. Connected Bits, as part of the Motorola team,will be responsible for setting up the hosted environment for the Spot Reporters system. This includes provisioning the cloud servers; configuring the Spot Reporters application; configuring the interface and testing the interface. The City will be responsible for validating the interface. The City will certify the Interface Deployment as complete and will acknowledge this certification via a signed Acceptance Certificate for Interface Deployment Completion. 1 .8 CLOUD SYSTEM TESTING The City of Fort Worth will be responsible for system testing throughout Phase Two (as identified in the SOW) of the project. This testing will validate the following areas for completeness and accuracy within the hosted PremierOne CSR solution: • Validate converted data • Service request functionality • Service request configuration • Application configuration • Knowledge Base data • Knowledge Base configuration • Report Testing The City will certify the System Testing as complete and will acknowledge this certification via a signed Acceptance Certificate for System Testing Completion. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 38 aMOTOROLA SOLUTIONS 1 .9 CLOUD SYSTEM GO-LIVE The Cloud System Go-Live tasks include the development,review and approval of a Detailed Go-Live Runbook. This Runbook will contain all the various Fort Worth-specific steps to execute a successful Go-Live of the cloud CSR system. These detailed steps will be reviewed by the City and Motorola and then approved by both parties as well. Once the Detailed Go- Live Runbook is approved,the City and Motorola will decide on a Go-Live date. Motorola will provide on-site support from one(1)Business Systems Analyst(BSA) for one (1)week following the Go-Live date. This support will include time spent both in the call center and in the departments. The time spent on-site will be used to troubleshoot and assist in resolving any issues identified with the configuration and functionality of PremierOne CSR during Go-Live. If any major issues are still being experienced at the end of the 1st week of go-live support,Motorola will provide a 2nd week of on-site support to the City. 1 .10 POST GO-LIVE SUPPORT Following the initial on-site support during the Go-Live week,Motorola will provide remote BSA support. This remote support will be accomplished via phone and E-mail and is intended to further assist in troubleshooting any issues encountered by City staff while using the PremierOne CSR application. The City will certify the Post Go-Live Support as complete and will acknowledge this certification via a signed Acceptance Certificate for Post Go-Live Support Completion. Prior to Go-Live,Motorola will also setup the test and training environments and based on the production system's database and configuration settings. Once the test and training environments are accessible and verified by the City,the City will certify the Test and Training Software Installation as complete and will acknowledge this certification via a signed Acceptance Certificate for Test Software Installation Completion. After the cloud PremierOne CSR system has been live for no more than thirty(30)days,the support will transition to the CSR Help Desk for standard product maintenance and support. 1 .11 PREMIERONE CSR CLOUD ASSUMPTIONS • Pricing does not include any taxes • Hosting fees start when the PremierOne CSR system is provided in the production environment(in pre-production mode)to the City to start configuration,training and testing for the Phase One-Pilot. • Performance of the PremierOne CSR system is dependent on City's network performance. The City is responsible for ensuring the performance of their network. • Motorola and the City of Fort Worth will develop a mutually agreed to Statement of Work(SOW)for the upgrade and final pricing will be based on this SOW • Motorola's proposal is for a cloud hosted solution accessible to the users via the Internet • Annual cloud hosting services as proposed will support 100 named user for the call center operators and supervisors, 500 named users for the departmental users,20 named users for the super users and 10 named users for the IT/system administrative users. • Annual cloud hosting services are based on a five-year hosting contract. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 39 MOTOROLA SOLUTIONS • Motorola's proposal and pricing is subject to the enclosed Master Hosting Agreement, Service Level Agreement and Statement of Work(SOW) or, in the alternative,negotiated versions thereof, which may include any provisions required to be included by law or which may be mutually agreed upon by the parties. • Price for adding the additional users in groups of fifty is for named users. 1.12 IMPLEMENTATION MILESTONES Payment Schedule The payment milestones for each Phase are based on the tasks and deliverables outlined in the Statement of Work(SOW) document for the implementation services only. The ,,nott,1 el hosting fees . payable annual; .,.r...nee Phase One—Pilot Phase One—Pilot Implementation Services Payment Milestones Deliverable Name Payment Percentage Sign Acceptance Certificate for Production Software Installation 25% (Task 3.5) Sign Acceptance Certificate for System Configuration Completion 25% (Task 7.1.12) Sign Acceptance Certificate for Interface Deployment Completion 25% (Task 10.4) Sign Acceptance Certificate for On-site Go-Live Support Completion 20% (Task 16.8) Sign Acceptance Certificate for Test Software Installation (Task 18.4) 5% Total 100% Phase Two—Foundational Departments Phase Two—Implementation Services Payment Milestones Deliverable Name Payment Percentage Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.1.12 and 4.2.12) Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.3.12 and 4.4.12) Sign Acceptance Certificate for Interface Deployment Completion 20% (Tasks 6.2, 6.4 and 6.6) Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 40 MOTOROLA SOLUTIONS Deliverable Name Payment Percentage Sign Acceptance Certificate for Interface Deployment Completion 20% (Tasks 6.8, 6.10, 6.12 and 6.14) Sign Acceptance Certificate for On-site Go-Live Support Completion 20% (Task 12.8) Total 100% Phase Three—Remaining Departments Phase Three—Implementation Services Payment Milestones Deliverable Name Payment Percentage Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.1.12, 4.2.12, 4.3.12 and 4.4.12) Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.5.12, 4.6.12, 4.7.12 and 4.8.12) Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.9.12, 4.10.12, 4.11.12 and 4.12.12) Sign Acceptance Certificate for Interface Deployment Completion 20% (Tasks 6.2 & 6.4) Sign Acceptance Certificate for On-site Go-Live Support Completion 20% (Task 10.8) Total 100% Motorola reserves the right to make partial shipments of software and/or equipment and to request payment upon shipment of such software and/or equipment. Except for a payment that is due on the Effective Date, Customer will make payments to Motorola within twenty (20) days after the date of each invoice. Customer will make payments when due in the form of a check, cashier's check, or wire transfer drawn on a U.S. financial institution and in accordance with the preceding payment milestones. Motorola has priced the implementation services, cloud hosting and software quantities as a single system. Changes in implementation services, cloud hosting and software quantities will result in an adjustment of the overall system price. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 41 © MOTOROLA SOLUTIONS ATTACHMENT A - PROJECT STATUS REPORT E0j ECT STATUS REPORT Client City of Fort Worth Project Number: Project PremierOne CSR Week Ending: Month DD,YYYY To: CC: From: Date: Month DD, YYYY Period1. Executive Summary 2. Accomplishments for Reporting 3. Expected to . .. 4. Concernlissues and Decisions - Motorola5. ID Description of Deliverable Original Date Actual Date Client Approval Due Completed (Y/N) DELIVERABLES 1. 2. MILESTONES 1. 2. 3. 4. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 42 MOTOROLA SOLUTIONS E ECT STATUS REPORT 6. Summary of Action Items ate Date to ate Number Description of Issue DiscDovered Resolve Resolved By1 2 3 4 5 6 7 Period7. Change Requests for This Date Estimated Customer Customer CR# Initiated Description Change Days Approved Budget Approved 8. Miscellaneous Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 43 MOTOROLA SOLUTIONS ATTACHMENT B - MEETING MINUTES City of Fort Worth PremierOne CSR Cloud . Meeting Minutes Meeting Minutes Meeting Author Meeting Date Time Meeting Location Month DD, YYYY HH:MI AM TYPE OF MEETING FACILITATOR ATTENDEES Meeting Agenda • Topic 1 • Topic 2 Topic Topic 1 Presenter: DISCUSSION Details discussed at the meeting regarding Topic 1 Topic Topic 2 Presenter: DISCUSSION Details discussed at the meeting regarding Topic 2 I L ACTION ITEMS PERSON RESPONSIBLE DEADLINE Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 44 0 MOTOROLA SOLUTIONS ATTACHMENT C - CHANGE ORDER FORM CHANGE ORDER# Date: Project Name: PremierOne CSR Project Number: Customer Name: City of Fort Worth, Texas Customer ProjectMgr: Contract Number and Date No.: Date: In accordance with the terms and conditions of the above identified contract between Customer and Motorola Solutions, the following terms and provisions are mutually agreed to: Purpose of Change Order The purpose of this Change Order is to Contract Price Adjustments Original Contract Value: $ Previous Chane Order amounts for Chann7t] $ numbers ��through This Change Order: $ New Contract Value: $ Completion Date Adjustments Original Completion Date: Current Completion Date prior to this Change Order: New Completion Date: Changes in Equipment: (additions, deletions or m.. Changes in Services: (additions, deletions or modifications) Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work (SOW) Page 45 QMOTOROLA SOLUTIONS Schedule Changes: (describe change . changePricing Changes: (describe . Responsibilities:Customer change or Unless amended above, all other terms and conditions of the Contract shall remain in full force. If there are any inconsistencies between the provisions of this Change Order and the provisions of the Contract, the provisions of this Change Order will prevail. IN WITNESS WHEREOF the parties have executed this Change Order as of the last date signed below. Motorola Solutions City of Fort Worth,Texas By: By: Name: Name: Title: Title: Date: Date: Reviewed Date: by: Motorola Solutions Project Manager Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 46 0 MOTOROLA SOLUTIONS ATTACHMENT D - ACCEPTANCE CERTIFICATE <Date> <Customer Representative's Name> City of Fort Worth, Texas <Address> <City, State, ZIP Code> Re: Milestone Acceptance Certificate Project: PremierOne CSR Dear<Customer Representative's Name>: Please recognize completion of this Project Milestone by signing below. This milestone is for <Milestone Name>. Kindly return a signed copy, confirming acceptance of this milestone to your Project Manager. Billing Event: • This milestone is an invoice event. Signing of this certificate authorizes Motorola to invoice<Payment Milestone>for<$$,$$$>. The invoice will be generated upon receipt of this signed certificate. OR • ❑This milestone is a progress milestone only,no invoice will be generated. I want to thank you and your team for your continued cooperation in this project. We at Motorola look forward to continuing our relationship with your agency.Please do not hesitate to contact me with any questions or concerns. Sincerely, Project Manager Phone: The undersigned acknowledges completion of the <Milestone Name>milestone. City of Fort Worth,Texas. Signature: Date: Print Name: Title: Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 47