HomeMy WebLinkAboutContract 48935-A1 CITY SECRETARY
QFC ,c�UEO CONTRACT N0. q 3S-A.I
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AMENDMENT NO. 1 TO PROFESSIONAL SERVICES AGREEMENT
BETWEEN
CITY OF FORT WORTH
AND
HEAT SOFTWARE USA INC.(AKA IVANTI)
This Amendment No. 1 to Professional Services Agreement(the"Amendment")is made
between the City of Fort Worth("City"), a municipal corporation, acting herein by and through
Susan Alanis, its duly authorized Assistant City Manager and HEAT Software USA Inc. (AKA
IVANTI)("Consultant"or"Contractor"),acting herein through Cyrus Hatfield, its duly
authorized Vice President of Sales,Americas.
WHEREAS, City and Consultant entered into a Professional Services Agreement,
identified as Fort Worth City Secretary Contract No. 48935, for a period beginning March 31,
2017 and expiring August 31,2020(the"PSA"); and
WHEREAS,the PSA provides that Consultant shall provide professional consulting
services for software and technical services to City to install and configure a HEAT Service
Management on-premise solution; and
WHEREAS, the total amount paid under the PSA is not to exceed$392,840.00 for
completion of professional consulting services;and
WHEREAS, it is the collective desire of both City and Consultant to amend the PSA to
specifically describe the work to be performed for the IT Solutions Department and the Code
Compliance/Solid Waste Department.
NOW,THEREFORE,City and Consultant,acting herein by and through their duly
authorized representatives,enter into this agreement which amends the PSA as follows:
1.
Exhibit A, Statement of Work, is hereby amended to remove"Premise HEAT Class
Migration"from the title and add"ITSM 7.1.4 Migration to HEAT Service Management."
2.
Exhibit A, Statement of Work of the PSA is hereby amended to include Attachment A,
Request for Offer 17-0020 EXHIBIT E,HEAT Service Management Project, PROJECT
REQUIREMENTS, attached hereto and incorporated herein for all purposes. Specific work to be
performed for the Code Compliance/Solid Waste Department will include Incident(Issue) Build
Work, Incident(Issue)Configuration/Build Review and Testing.
3.
OFFICIAL RECORD
CITY SECRETARY
Amendment No. 1 to Professional Services Agreement
HEAT SOFTWARE USA INC. Page 1 Uf 21"
The changes reflected in this Amendment are itemized in the Attachment and set forth the
complete understanding of the parties. If there is any conflict between this Amendment and any
other provisions of the PSA,this Amendment shall control.
4.
All other provisions of the PSA that are not expressly modified or amended herein shall
remain in full force and effect.
Executed and Agreed this day of _._. 2017.
CITY OF FORT WORTH: HEAT SOFTWARE USA INC
(AKA IVANTI)
B � � �—''' B
y. � y.
Susan Alanis Cyrus flield
Assika$t City Manager Vice President of Sales, Aericas
Date: Date:
APPROVED AS TO FORM
AND LEGALITY:
By: G Contract Compliance Manager:
John . StrongBy signing I acknowledge that I am the
Assistant City Atto ey person responsible for the monitoring
and administration of this contract,
ATTES including ensuring all performance and
reporting requirem s.
ByiSecretary
�(�� By:. 10 130
M Kayser T' Steve Streiffe
Ci �C :� Assistant Director,IT Solutions
Contract Authorizati 4-1
: '2
V`• 'k
M&C:_P-12010_ *'
Date Approved: Mar 15 217 5
Form 1295 Certification
8 g 10 �r OFFICIAL RECORD
hCO - �.o CITY SECRETARY
a .
d ' FT.WORTH,TX
N J o1 e
�GAt�Rn No. Professional Services Agreement
A TW USA INC. Page 2 of 30
o p o w
�C�
L 9 L
ATTACHMENT A
HEAT Requirement -
RFO 17-0020 UTIIRIT E BEAT Service Ma-gement
P-Wd
PROJECT REQUIREMENTS
PNPVWM Say fiav:d,ul aul afac Eox
c PmvWM fully fiaudwW with waftaauen(no e—se develuPmantl
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Re Classification Use t r Re abru.art F C CU,TP,N.,___ r'nmments
1 Application Employeenshvll"1"l'ivcly.u�d —� �' tILAI.; Iau�r'=n�ruble 9urv,y modWa
Z..",y t..rn survey an end off- -d nngurarion(nddid.of
spec fE,users and instances. -�a iieldslcheckta x mod business nil,to control
it)yuu will be able_tern mnveys on and ofrin
spx.Ule Immnee or£specifle users
2 Application eiploya Application shell desigiat,nn P'
employesn Ve ImpoHan[Perron.
3 Applied— Employee 1p!i_xiu,t.;l�. designaw an F _-.
�:ipi__ si.�i:il„irarion approver.
4 Application Employe I,1 ..,...-- F
5 Application Employce F
-�etmrs role
in outer a�.
applicalir�n Cnr spccitied individuals
ns pert of individun(protile.
6 Application Employee Applicetion shat.nuu:,d'e--1 F
noafcation for external usysand
special caves.
7 Application Employes Application shall list individuals who C
w�'�I havesc,ON IF CALL
inA:catian Ibr suway :—r pmfle
g Application General Application shorn redox,.,n F
aweigh;Da---Loy —
I'nutacoi J.1AF; man aotive
dira:loy so t1Ai d
upr
the
11'SM database.
RFO 17-0020 Exhibit E Project Requirements-2_HEAT Sotlware.xlex 1 of 30
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 3 of 30
ATTACHMENT A
HEAT Requirements
9 Application General Application shall have,ab a F Attachments can be trtiilized throughout the
minimum,fields indicated on current solution on ell objects as well as URL links
MAT for ITS Diagrams d(or
[-TEAT for Code Diagrams
documeni(s).
10 Application General Application shall provide a F
description box to capture
information errors input by the caw.
I I Application General Application shall have a manual F OOtB this is s button an mo formthm tdggea e
checkbox that will close m incident qufckactiou to-I—the moidmt,this p,—.caa be
and create a.ompletod assignment. cbasgW m a d—ibox
12 Application General Application shall—me that the R
screens retain inforrnetion when
switching firm screen to screen.
13 Application General Application shall clearly state F
(English)error messages for IT
online—'s.
14 Applieatum General Applkationshall run history on PC or F Our Discovery add-on will audit PCs and devices
dations in Discovery module-not _
justuser.
—15 Application General Application ahsll enable system clock F
to follow Ismirwse hams(i.e.,Man
through Fri,8:00 am to 5:00 pm,and
..got.holidays and weekends).
16 Application General -tpplicationshallrunmultipleclocks, F
:t needed.
17 Application General 3d:<':ws sl id➢ei,:blthe F
,—k Err WAITINO.lacus-as
required.
18 Application General Application shall flag urgency,using F
a symbol or icon,without changing
the privity level of the ticket.
19 Application General Applicstinn shaft enahle setting p
priorities at specified level(.)(ie.,
ticket level only,not at task levol).
20 Application General Application shall enable file F
aharlun..1 io a ticket.
RFO 17-0020 Exhibit E Pmlect Requim.ssrts-2_HE4T Saflwaraxlux 2 of 30
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 4 of 30
ATTAC H M ENT A
HEAT Requirements
21 Application General Applicanon.hall silew,Ts F HEAT allms for use on mobile devices through
tcchn;cia��s
to�loac tickets whlie in their mobile browse.and there is a configurable
Cr tela;.e.ability to go w e web app for iOS
hawser c,clow a 0ekot.
22 Applleatim Qaoral -....— vpp:ins.mo shall give techoid— F
nbili:y ro Iv icatify..I.Inb&t tio.
w;mi;:me ticket.(i.e.is it on a lacat
y�•
23 Application Genual Alpii�ntirni sh;al scndno,fioetionto F
��astom�r when n ticket is closed for
24 Application Galant a, KX autodoseticknts F -
'iw,hen as.vfFrnxnt is rnmplded.
IESChLA'I'[(1�57
25 Application Oenerei .n.ppl'ecari.ro ahniV a�J.scxIntic, F
nnaee only to rhos,.hs.r,:,,ocea with
r,per iii.=olucI cote.
t_'na�xnowlodticJ aslgnmwta shall
ne
•,�111c',,P,O,of—ige'a
}rnnp. TIONS)
25 Application G—al AppLicaner.Shull chrcktnscrife C
CuQ M1l iat AC.y
.. tificafimt
f r n npo-n t:ok v,tcnd have the
ability to change the notification so
that Snprrvisor receivca only one
notification.(HSCALATIONS)
27 Application G.1 Application shall not—(in.to havc F
mWtiFt_ct.ali,nw,paths after
inctdcntti�:crs wmbmdiotoa
[:,bl m ystem.hull have
only or>•ccaiaCon path pu problom.
�tF'.SCALAI MICS)
29 Application a�,:n --- Applivnshall gcnenwan email F
Mid, aliom w—ignccs
hu =inE a.:kr.wlc:_ ten,
c Uti•an.r el:c ..igam.ninw been
n ad, ,:";Y0 and
w S,CAt..AI.I i NS-All.TICKETS)
RFO 47-0020 Exhlbh E Project Requimaw;nm-2_HEAT Softwam.xim 3 of 30
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 5 of30
ATTACHMENT A
HEAT Requlre—r to
29 Application (k caul -- Appticetion shell have ability to send F With BEAT the approver will also be able reply
mail rrotifcsiiorm to user and to the email with a speeified keyword to approve
approver for requests mqui i g or deny the approval using email
!A,,pm-,notifying them ofapprovat
asst.(AGING)
30 Application sensed Fllilillr-s:ion snail auto general.an F
.oriilem i;w to the approvu and
,h—gnr rif isnot
aAumrlcdgud by d,c approves after
- uaI.—days
31 Applicatimr GeareraT Appi—-m shell C
noofl,a'lro.9.- ve
Tonal fi
(5)bnsincss days.(AG,AG)
32 Application General Application shall send an email C
notification after two(2)nolith ation
cyJcs'-:f:-'-requester and
..r tnx;n,,:inquest is being 1
.�i sed.Iftherequest has notbe
approved or denied,the application
,14 auto close the ticket.(AGING)
33 Application C al - - - i.hppli::a'inn shall hav, ih1c—lo F HEAT vacx will h.ve the ability to editcIrsed
r.o2.Appliew —cc able incidents for rales that have the rights m do ao;
Z.-.r cdzt,p =ret for tldsisconfigusable.Veryminimalcorrfiguratiou
w
and lia�,,'.t as r-,rvrk(applies Tequired to add a flog for soy ticket that has been
""I,
to X group).(INCIDENTS) re-opened
34 Application Genual Opt - hsllp—idcs. F [,11 HTML Descriptoin field
s..iption box to capture
�-,,F—ficn errors endAor screen shots
input by the user.(INCIDENTS)
35 AppO.h. Cneml Application shall provide ability to F
capture information.mor messages
and screen shot.to illustrate
explanations for the self-help in The
1T online tool.(INCIDENTS)
RFO 17-0020 Exhibit E Project Requircpants-2_HEAT Soflwar A.x 4 of 30
Amendment No.1 to Professional Services Agreement—Attachment A
1[EAT SOFTWARE USA INC. Page 6 of30
ATTACHMENT A
HEAT Requirements
36 Application General Application shell have the ability to F
join or link two tickets without having _
to delete one of them in s Situation
when a rework ticket is opened as e
new ticket erroneously.
(INCIDENTS)
37 Application General Application shall record First Call F
Resolution(FCR)fen incidents-
preterably a button.(INCIDENTS)
39 Application General Application shall generate F
notiflration of case closure for Fust
Call Resolutions(and other cases)
and trigger surveys automatically. -
(1NCTDENTS)
39 Application General Application shall generate multiple F
assignment cud tasks with individual
clocks and ascalatioos from a single
ticket.(INCIDENTS)
40 Application General Applicaticnshull send ananto F
notification to the requester,when the
incident ticket is opened end closed.
(INCIDENTS)
41 Application General Application$all link en incident a F —
problem,and have probkm activate
parental notifications and cloaures.
(INCIDENTS) '
42 Application General Application shall auto close an C
incident and sand notification after
last task is closed(INCIDENTS)
43 Application [aa.1 Application shall have incident ticket F
show a visible mechanism io indicate
that the incident is linked to a
problem.(PROBLEMS)
RFO 17-0020 Exhibit E Pro)eel Requirements-2 HEAT Scftwame lsu 5 of 30
Amendment No.l to Professional Services Agreement—Attachment A
IIEAT SOFTWARE USA INC. Page 7 of30
ATTACHMENT A
`.,EAT 7--
44 Application Oerteral 1VVI at'- s,by bl t xom-send REMOVE
„at,FGA.r t ndiv I I actdalle
assign',tach with pr Arlin
.r:ptca ar cnmtuf cn,,.il.
[PRURLi3M5)
44 Applicston neral nVGliwtiun shell us<ajounwl entry F
w d—ent a problem relatloe when
1.problem is closed,and have
jcumal entry included in the problem
history.Application shall have allow
an incident to remain connected to a
problem__if the incident is closed.
rPRORLEMS)
45 Application General Applaation shell put problem in a F
state",i.e.waiting for a vendor,
wailing to—wo er responee,a
wait V for pomirming,etc.
(1�R0l3LC,411}
46 Application Omer.] .Appilcans —dem P
47 Application Oenaal ,t,^.plic stag;pr,.,, F
mechanism for..:,_–&multiple
mcidem icket., ptherinaparera-
child r:etv:ionshi.(PROBLEMS)
_._
48 Application GeneralApplicatnn sha}l nli;aw"YH<,lp F This is role-hosed permissirms in BRAT
tasks or tickets und11 hr prr:Llem.
il'RORI.RMS) '
49 Application Gatetal IA plication shell gam:r:,e a ricket F 11EAT fol lowsR,ITbest pracli s,aring
umber as the proble ,nkat number. Incident,Problem.Change end Service Request
(PROBLEMS) m then awn modules
50 Application General Applic.atioa;I.all a 11—for m,;l, C -
pre,fIcu.,,,,it i le s t„onauge color
0'.SVCS.",cd la.
RFO 17-0020 Exhibit E Project Requlrenwnle2 HEAT Soflwarra xlax 6 of 30
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page A of30
ATTACHMENT A
HEAT Requirement.
51 Application General Application shell authodre the Holp F
Desk Supervisor role and other
ex to enter the order coding
r u,.t.......
application fir specified
�i,ii dduats u Part of n'dividaal
I,rufilu
52 Application Generallor code C
daaign... group or
i.:vrr.ps.
53 Application General _ - ,.,..I.ai-:n..—A a nrzvey F
aHeo fickv;
54 Application Germral Application F Anytype of approval procoss is supposed within
typesofl,rr' =:. I:r p�-�i.asu, HEAT and is automated through our powerhil
security dreg and drop workflow engine
(APPIll)F11
55 Application General AI• —t.tit.t shills vi,t: r<ta For F
the myarsSng dcp;tr,.,.e.I to Provide
ItF.c FID 1,.1,Jn—qucst-ll e
nagged s n chat a'm lc I.as.;d
Iliruugh".1 ,I dc P ilanct,
(APPROVAlaj
56 Application Genuet 1.4;:plicatiou tt,tli i-,;hc:,:c status of F
I�tloket mo.d—.ghout the
.approval Pn-exs.A.I>Fi; "....S)
57 Application General Applicill li.,'.indivi.iva:s who F
ve-s DO N(7I'CA 1.indication fer
r.ey
1."Do Not
Ca::
59 Application General - --�A.Pp:iceti.,n shxil have a codo C
indioalind thnl w'.i..i,' Or
problems na.ds m be—aired.
59 Application General pplica0on shat)have c jnlbijity W F
allow two(2)tickets to bejob dor
linked without laving to delete or
clown:ace orthem if a rework is
opened as a new ticket uro .iy.
RFO 17-0020 Exhibit E Project RequiremaMa-2 HEAT Saft—as 7 of 80
Amendment No.I to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 9 of30
ATTACHMENT A
HEAT Requiramenls
51 Applivati ;crn.�l Appl—iun shall euthoriu rhe Help F
I""Supervisor role and other
:luidn<es w enter the color coding
ineu the application for specified -
ia�avidala aspartofmdividuel
ale
52 Application General A, ha;:allow color co de C
wing as d..'s'.Zina[cd by group or
n,w}u
53 Applicstion General .Aypliza:iur.shed!awn send.survey F
at'�r!iche:is closed.
54 Application Gnurai APO...a:ior.shall suppertthree(a) F Any type ofapproval process is supported within
'eats:far purchases, HEAT and is automoted through our powerful
�soounga c—". Val. drag and drop workflow engine
(APP11)VAI.))
55 Application Qooerai Apylieauon shall!v„vide,a,cane Gx F
the oq—ting depare-,,1 m provido
the FID to which a request will be
charged so that it an be passed
through to IT or Code Finance. -
(APPROVALS)
56 Application C.—I Application shall Indian storm of F
ti ket w ascan throughout the
approval process.(APPROVALS)
57 Applicarion Gamest Application shell list individuals who F
have a b0 NOT CALL indication for
mvcy in lb it profile(i.c."Do Not
Call List').(SURVEYS)
59 Application General Application shall have a code C
indicating that an incident car
problems needs to be reworked,
54 Application, General Application stall have capability to F
allow two(2)tickets to be joined or
linked without having to delete or
close one of them if a rework is
opened as anew ticket vroneoaly.
RFO 17-0020 Exhibit E Project Rsqulmmenta-2 HEAT Sohwarexlea 7 of 30
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 10 of 30
ATTACHMENT A
HEAT Requkements
60 Application Gmoal Application shall include a tr b for F
Audit Logs,(A11DIT)
61 Application General Application moat haw a.operations F
group logged as the.—of
operations calls.
62 Application General System shall meat minimum City F Only the client side is supported with Luemet
deployed configuration and Explorer Release g,which mems that the server
architecture for operating syrtems side,including the Expression Editor,is not
(may include nruhiplc operating supported with Internet Explorer Mme g.
symma).Minimum web browsers:
Mi—aft hrternet Explorer s.l;
Firefox 3.0 on Windows;Firefoz 2.0
on MAC OS 10.4
63 Application General Application shall clearly stela F
(English)error mesaegos for systeru
64 Desktop General Application shall clearly stale F
(N,gh,h)instruction nnessages far
sYstec�errors.
65 7MeR General Appfiva leu shsli p.-,L�online F
sell=service rrcwssihl�uv[iue�for
valid us- dents.
66 Wasik. Conal Application slug➢hove-(6)securiry F
groups defined fm IT Solutions
purposes:i'.Administrator,
Customer F.ippmt Center,IT
Sahni-n'Pers-1,S]f-Swicq
11 Id I Co fident el
67 locrfacc Gcn.rl 0.I not x•II II u F
RFO 17-0020 Exhibit E PmJed Requi—atsa_HEAT Softwar—tics a M 30
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA fNC. Page 11 of 30
ATTACHMENT A
HEAT Requirements
68 Smudry, Oenerst System shell mesa minimum City F
deployed configuration end
architecture for each server(may
include multiple servers).Minimum
requirement for each server shell be
'e-figured as aDusl CPU or Dual-
Cotc 1.801-12+,40B RAM,
Microsoft Wind.-2003 Server R2
SP2;DBMS:Mimowft SQLServer
2008,R2,SP2;Web Server:
Miaomft IIS 6.0 SPI;OS:Microsoft
Windows Server 2008(server)(64-
bit)
69 Security Oeoerel System shall meat minimum City F
deployed censfigumGon end
architecture.Application Server:
minimum installation of HEAT:
100B
70 Sava G—w System shall meet minimum City F
deployed—figuration and
architmtmo for each serve(may
include—triple—).Minimum
requirement for each server shall be
rumIgured as a Dual CPU er Dual-
I:�x r.1.80H24-,40B RAM,
Microsoft Win buys 2003 Server R2
``111 DBMS:Micrwoft SQL Serve
.r1d-K R2,SP2;Web Server.
e lie rasoft HS 6.0 SP1;OS:Microsoft
Windows Server 2008(saver)(64-
1"')
71 Sarva General IApphcabon-,t 1 gbh:e:,1-J: F
I
niulnplc cscafa:'¢o�s ntlaChed:u U:c
si w i us uuss ubjuh timers or
i clocti)_
RFO 17-0020 Exhibit E Pro)ect RegWrements-2_HEAT Soft"m.xlsx 9.00
80
Amendment No.1 to Professional Services Agreement—Attachment A
I IEAT SOFTWARE USA INC. Page 12 of30
ATTACHMENT A
HEAT Requirement.
72 Serve General System shall meet mi um City F
J'pinyed database configuration end
un.h,cet.uc.HEAT Demo❑atahase:
2�lC�iP n'.rage per record
incbdent,problem,change.
wu.riguradon):—200KB;Average per
a!rd(imemory):—500KB
73 8— Cxnerai y'yshall mcetminimum City F For Server Installs(on-premiss only)NET 4,5 is
't'lA yod—liigmationand required
>editrctare framework.Minimum
r miowerk:NET3.5,SP1
74 Training General 5'endor shall tutl.'ide administrator P
e »ng and dx, cntaliouw
nherix system understanding and
"6nlNs;mtlon from an administrator
perspeedve.
75 Training General Vendorshall provide user F
dnoumentstinn m enhance systerzi
nndersuuxilrg.and we from eusr.
pcispcetivc.
76 Application Genual AnpGz ha I F HTML5
(`ity depioyed cnntignr
archaecnrre for Client
Script and HTl l.5
77 Application General Applicrlionshall.,,pportmini,.— F Flesh rwt required
cityat:pl-w gmntionand
arrhitcr.Nre!'or Client PCs:must
support Adobe Flash Player.
78 Applieatton General(CC) Appl—i nshail prnvidethe a6iliry F
IG 6'w:nd n-0dflGtl4i.a1 and
lcxt musaeging. '
79 Application General(CC) Appheation shall provide the eb0ity F
for Adoat.,m nuke and view
changes ales in existing tables in
real-time.
RFO 17-0020 Exhibit E Project Requiremants-2_HEAT SoftwansAx 10 ei 30
Amendment No.I to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 13 of 30
ATTACHMENT A
HEAT Requirements
80 Application r .:r>a ieq _-. ,\ppllc! I ell pmv ..ol F
rntid u5c[i:u enter
81 bdehes IC%I Appli,,Mion a hell irl,al eWald end F Web Scrvicas,API,email,file directory,
rareave data)with other exiting powershell scripb are tome of the ways we rsn
systema(Lel..Water Department i—"ed today.There site really intw tion on
Software,@Roads,FleehnirM, ow App Stere as well
Codeoil,ps,Skyra Route Monitor
Mobile,Cowtown Cleanup,CFW
wehpages,litter Stomp and other
desigrutcd CFW wft—).
82 Performance Geoemi(CC) Applkulon shell provide real-time F
processing of business rules
83 Report General(CC) Application atwil pmvlde ahility for F
users to tun defined reports.
84 security Ganerel(CC) Application shall have mrdtipie(it F -
Inust 25)'u ity d.:hnvd far
i',i:te Compliencepuep,
65 Security General(CC) Application shellpmvidv;i•r F
pemilssion security settings tier a
field level under each ob
86 Interface 6--1(CC) Applicationshall eupp, ,t r nuan F^
City deployed W W ixw at end
stchileeture for Ch-,Pts:..at
support Adebe Flash!':ayur
87 Appli-ii— ri-:1(CCI BG SrI Apel':.Ili o - .,il u'.I.,u 11 .instar F $teal,CSV and XML see supported for imports
_ \nicer ,ul,ia,niS dale��ni,vivinun fennev
in cling—nm hmited m:
Fxu XU 'V:ETML/XM[/fXT/PDF
tiles mrd applwalioe tables.
BB Application l;miei�I(c;rN
XurcG <xpnn issueineident infurmafion into
us 11-lau tudirngbut not
0.ilend la
ird'1_a ['(t'Vfl IT Ml1X1M/TXT/
RFO 17-OUD Exhibit E Project Require rente-2_HEAT Sof—re id- 1
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. ":e 14 of 30
ATTACHMENT A
HEAT Requirements
96 Application Incident Apph— n shall ac ealcly keep F
tr.u:k ret the total time the incident
,n a no—it Mate status.
97 Application Incident Application shall set priorities at F
ticket level only,not at task level.
98 Applicatlon YT-idcnt Appliva:;on sl.�ll incident F
In sririry HclA - �
99 Application Incident 9pnlicrtion stat auto-closean p
cidcnt when ail migomomare
4pre-def—d
100 Application Incident Applic,n-skull eon multiple F
"clocks, incident and one
uu1,susignm ar.•.asmciated with
101 Application Incident Applicatlon sball send escalation F
notice only to assign—with
unresolved assignments.
RF017-0020 Exhibg E Project Requimmants2_HEATSoRware Aw
Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 15 of 30
ATTACHMENT A
Amendment No.I to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 16 of 30
ATTACHMENT A
HEAT Requtrements
102 Application Incident Application shall notify supervisor of F
sasig—'s group on unaaaiV d
—igrunots.
103 Application Incident Application shell allow users to burn C
offeocalatione.
104 Application Incident Application shall requim Deers to add C
a written explanation for turning off
escalation.
105 Application Incident Application shell scud an auto- F
generated email of assignment
notifications to assignees.
106 Application Incident Application shall sand an auto- F
geoeratcd anuli to the podafira:d
help desk wnail address whoa high
level incident(Priority 0 or t)is
closed.
107 Application Incident Application shall send auto-generated F
email notifications to appmver for
requests requiring approved,notifying
them of the approval request.
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ATTACHMENT A
HEAT Requirements
108 Application Incident 'Application shall auto-gonmot,w F
inn :I notif cation to the eppmvv and
�lhe�eGnesi er i[16r,:ickvt is not
tclnnr•'edBoJ_,- „hover after
liue(5)bus'uaon days. '
109 Application Incident T16,1inn spall.lo�e the inpdent C
mid sum-generate an email
n,Wf—bon to the approver mrd the
- �nq-1,nifthc ticket is not
1,
by tho approver after
t1c1,-,,. .salifying dr—that
Il:c,Ickes h;rs I,rr.r closed.
110 Applicxtim Incident npPlir.Ariun.hAll rc-opranmrxisting F ll iATuecewiRharetheebdhytoedite:wed
nickel f.r r,-w,+rk and flag it es a xe- mcideats br mlm thss havethe righty to do w;this u
work whennecessary(epplim only to coafibiaabb.Vay arin®tl wefigmeti.n xequved W
IT Administre[or and CSC group). add a flag for,'Bakst that ben been.rerpence
Ill Appliwion Incidem Ser—Description:Application shall F
have a rnendamry entry field far
resolution prior to the close of an
assig—orit 7Tis field must be a
soarchablo field.
112 Applicatim I—,dent AppliwtJon st..,lljnho�,r llnktwo F
tick .
tickets with I.I t.one
ofthem(F.r rxmnphz the situation
where -work ticket is opened as a
ew tickce erroneously>.
113 Application maidensppli.d-shall..to clow iriddent F
if FCR is indicated.
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ATTACHMENT A
HFAT Requirements
114 Application L idom Application shall default to Severity 4 F
for Incidents,Priority Law for
Problem,and Priority Minor for
Requests.
115 Applinotion Inoident Application shall generale multiple F -
sssignments with individual clocks
and escalations off of a Bingle
—d—.
116 Application 1—dent Application shall have incident ticket F
show a visible mechanism to indicate
that the incident is linked to a
problem.
I17 Application buiden Application WWI display desisted F
users(YIP)in a different calor.
118 Application Iocidom Applicatian shailindicetn status of F
ticket on screw r1mughout approval
process.
119 Application Incident Application shall auto-generate coned F
- survey to be Issued every 1:10
incidents,
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ATTACHMENT A
HEAT Requirements ,
120 Application ]ncident Application shall restart the cluck lhr F
escslations at the point it was stopped
Pot rework.
121 Application !incident Application shill display which user F
emoted an incident.
122 Application Incident Application shell lure screens that F
allow multiple assignments.
123 Application lncidont Application shall Aare a uparste, F
sc Vtab for inoidenttracldng
migunents.
124 Application Incident Application shag automatically F
generate a tracking object f each
incident and auto assign the tracking
abject to the technician who opened it
if that person is a member of the
CSC,otherwise it set it to a default
unassigncdstetus.
125 Application lneide rt Application strep support F
eatogorimtion process already
defined in existing system for each
type of ticket(Incident,Problem and
Req—t).
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ATTACHMENT A
HEAT Rs quiremanie
l26 Application Incideot Appficedionsbsll support F
catego—st'n oflypo-Category4tem
(coeatrained list);same as current.
127 Application lnoideat shall provide manus)and F
uuwmeled melha'19 to eudly attach
nails.pictures.videos and files to a
halter Business Object(MBO).
118 - Application Iocident/1—/M00dssue AI;>I sto ;ro d am.l snd F
rK4y r48 and
f!as cfmY NIB Q vresahmen).
129 ApplicatiM faidenUM4i(Iiscu: ;ral!,_i tk-;ending F
�uti�uli�n(s't.:r.ivlvi:o:i_:whene °
li.i;et is ti:enn3 av,i'ur cloa W tui all
incidents and/o-1—issues.
130 Application incidentiMBO-Issue Applicatiaa shell inoatde s tab for F
Audit Logs end include only audited
data.
131 Applicle ion IncideniR O-Issue Application sba!l enable backing the c
amount of time that passes from open
ofrecord fa close ofrecord for all
MBO.,
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ATTACHMENT A
HEAT Raqukements
132 Application IneidentTroblem Application aball"atop the clock"for F
nual tiokettime when the record in
the KOO is placed in a waiting _
status.
133 Application Issue Application shell correctly query data F
wag pre-defined statements and
values(aurh as Fiaeal Year,Stan of
Month,End of Month,ow.).
134 Appfimfion Issue Application shall have multiple F
expressiota grouped,evaluate
auditions,and calculate values.
135 Application Issue Issue Application shall allow users 10 F
modify car lock down ad Jm.based
on identified MBOs.
136 Application Issue Applicadoo shall have a consistent F F 10 Jy web-based
.U.1-
137 Appli—w MHO CitianWO issue Application w,the C
ucavoa Hismry bau:l nn.niquc
cili—location ID.
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Amendment No.I to Professional Services Agreement Attachment A
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ATTACHMENT A
HEAT Requirements
138 Application MBO Citi--MBO tease Application shall link Cirina to C
additional tables such m Cana end
Can Axapliona
139 Applicadoa MBO Citi— Application shell allow tsera W add F
multiple special Inrormedw Norm
based on Citizen In.
140 Application MBO Citizeo/M130 Issue Application shall distribute and fink C
surveys to citizens band on Locative
ID.
141 Appliwuw MBO CitlsenNMO St Location Application shalt mwncif— F
int rmetion in historical issues ager
citizen is rosnoved from GIS Address
Dinah-
142 Application MBO Issue Application cull display visual alerts C
for wars based on defined criteria
(such es disable carryout,rmn-paying
customer,allay colleetiom,etc.).
143 Application MBO CAiurJMBO issue Application shall allow users to verify c
cid—information from Citizen tab.
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Amendment No.1 to Professional Services Agreement—Attachment A
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ATTACHMENT A
HEA7 Requirements
144 Application MBO Cid-111,00 Issue Application shall allow users to verify C
carts seaigmd to locsdon based on
Cities I. sban ID.
145 Application MBO CifizeNMBO Sl I.oestion Application shall to auto-close issue F
basad on defined criteria
146 larfaa MBO Cit=MBO St Location .Appli-d-shsll populate fields ham F
crrcmal—aha O.e„Ols.
wau.,iass:u, ,
147 Imsdnee MBO Issue Apph-j%no shell escaleoo Issues F
based -W.cril¢ie end Bend
w6f w:un to select won.
148 Application MBO-team Application staff hero a description P
box to caphve information input by
user
149 Application MBO-Issue Application shall defuw certain F
designated fields is mandatory,
required,rad-only,editable or auto-
populeted
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Amendment No.I to Professional Services Agreement—Attachment A
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ATTACHMENT A
HEAT Requlremenls
156 Application MBOdssue Application shall display created F
dwMime.
157 - Application 1,00-Issue Appilcation shall display which user F
closed the issue.
158 Application MBO-Esse Application shall display closed F
datdtime.
159 Application MBOdssuepl—tl,::.,sha:l_u�l.,:i--nut enaY to F
"'I,, ns.deand
men'Urnu'"
e�eps taker.4nm e:cweluu h,close of
I
160 Application MBO-Issue mall xnto-closa issue F
crileris.
161 Application Ml3W-L nic _- ApplicsBnn xF.nll Beneratoaunique F
.�;.I;cr run,er Iur each issue created.
I
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Amendment No.I to Professional Services Agreement—Attachment A
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ATTACHMENT A
HEAT Requirements
162 Appil aloe MBO-Issue Appiication shail exclude individuals C
who have a DO NOT CALL u
indication for srvey in their profile.
163 Application MBO-Issue Applieatim shell run drfined C
business procca—based on n series
of drapdowos selected by users(see
s leen descriptions).
161 Application MBO-Issue Applicetioa stall e11ow users to F
modify an in closed status based
ce security profile.
165 Application MBO-Ttsue Application shall allow users to F
change status from active to closed
and also from dosed to active(based
aw-.dtypsofila).
166 Applieetim ME04saue Application shall allow users to send p
ootificetimt smalls aammmtcally.
167 Application MBO-Issue Application shail close an issue based P
or the creation of another defined
type ofissue.
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Amendment No.I to Professional Services Agreement—Attachment A
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ATTACHMENT A
HEAT Ragoire nta
168 Application MBO-Issue Applicatlon shall track billing C HEAT included IT FinenoielM".g—'and
charges including State solea tax for con be configured to include taxes
propdry owners.
169 Application MRO-Issue Application shall allow useas to F Object Matching capability to identify,related
access the Knowledge Table for mtic).on the Same screen as logging the
quick reference. incident
170 Application MBO-Issue Applicetion'hall allow wa F
—ativm customs.—I-questions,
answers and inquires.
171 Application MBO-Xatred Application shall provide ability w F
autescabcelly—te issues based on
email n0ti5cation.
L72 Applkanan M130-1ssue Application shall provide ability ro F
attach file to existing issue from
emait naitication.
173 Application MBO-issue Application shill provide ability to F
track Material Inventory such an Cart
inventory(including saint numbers y
and ai—)employce rates,material
conn end vehicle cents for various
cr groups.
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Amendment No.1 to Professional Services Agreement—Attachment A
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ATTACHMENT A
HE AT Raquiremanta
178 Application Problem Application mustnot associate any REMOVE
direct escalationwith the problem
Priority 5.('escalation path for each
priority under problem).
180 Application MBO-lssae Application shalt allow all searches to F
be saved inol cling onna lien are
create ad-hoc(advanced).
181 Application tdBO-Isaue/MBO-5d—tcs BO- Application shall log addresses based C
Citizen on one defined tddreas number as
wall as High-Range and Low-Range
block segnerua of sneers.
182 Application MBO-lssu000-S1LoctnWRO- Application shall allow users to F
Citlren autofill various defined fields
automatically.
183 Availability MBO-Sd=m Application shall include ainh for C
Location History based on Bieck
Segment and Street N-
194 Interlace MBO-StLoctn Application shall include tent fields C
for additional location notes.
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Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOE I'WARE USA INC. Page 28 ol'30
ATTACHMENT A
HEAT Requirements
185 Appfleation MBO S LZ w Application shell e11ow users to C
MBO-Xsueet _ popelete bbr1c,cip n[s beard oo
table lookup,
186 Application MBO-Xstmet Applicationshell populate fields by C
toanadng ro ext—al Cross Street
database.
187 Application Problem Application shall allow for multiple P
stadhtops of the total problem time
clock and accurately kcep track of the
total thm the problem was in a mu.
wait state status.
188 Application Problem Application shall notify the Help P
Drak E na±I Oroup whm the problem
is resolved and[icka doecd.
189 Application Probl— Application shell give Help Desk p
Supervisor the ability to toggle ordotT
escalation process whw a log term
problem exists.(P2 ESCALATIONS
ALL TICKETS)
190 Application Problem Appliczlion shall auto-arood F
notification to individual incidents
aysigxd tech with problern it in
scripted or corned email.
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Amendment No.1 to Professional Services Agreement—Attachment A
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ATTACHMENT A
HEAT Requirements
197 Application Change Management The application must be able to F
automstically,detect end hlock
collisions in the proposed schedul,of
RFCa that share the.stem;a.,,-,
andlor application by
dit7crent @—N.,md w i2,,
same I-(Change Management)
198 Application Chsnge Manayamen[ The appliozi. will 10 be F
onfigered to-auto-gc-nuruti-risk writ
impact values for.RFC.bas i upon
logic sided m examine theinteraction
of systema end applications
ref,ronmd try-RFC.(Cheng,
Mares urr a.a)
199 Application Chang,Management The �mst he able Lo F
display or g--L,0 approved
RM in a sharable cel.d.view.
(Change Managam,nt)
200Application Change Manag—t The application must allow for tiered F
approvtta.
201 Application Change Management The application moat provide F
canfgurable workflows that can
automate diffttencea in approval
p--
ea for RFC,(Chong,
Menagemem)
202 Application Change Management Workflow elemems must have the F
ability to progress to the next stage
through email co mations.
(Change Management)
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Amendment No.1 to Professional Services Agreement—Attachment A
HEAT SOFTWARE USA INC. Page 30 of 30