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HomeMy WebLinkAboutContract 51930 CITY SECRETARY CONTRACT NO. 51020 VqA Broadband Antenna Tracking Systems s Support Agreement for City of Fort Worth by Broadband Antenna Tracking Systems I � Effective Date: 1-1-2019 Document Owner: Broadband Antenna Tracking Systems Version Version Date Description Author 1.0 9-5-2018 Initial Document Robert Bruder Approval (By signing below,all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed Approval Date Broadband Antenna Service Provider J.Keyser 9-5-2018 Tracking Systems City of Fort Worth Customer �% o\o, �� Gds 4M47N Broadband Antenna Tracking Systems Table of Contents l. Agreement Overview...........................................................................................................................3 2. Goals&Objectives..............................................................................................................................3 3. Stakeholders......................................................................................................................................... 4. Periodic Review...................................................................................................................................4 5. Service Agreement...............................................................................................................................5 il. Service Scope...............................................................................................................................5 5.2. Customer Requirements...............................................................................................................J 5.3. Service Provider Requirements....................................................................................................5 5.4. Service Assumptions....................................................................................................................6 � h. Service Management............................................................................................................................6 6.1. Service Availability...................................................................................................................... 6.2. Service Requests........................................................---............................................................6 ? Support Escalation Process..................................................................................................................7 7] Support Resources........................................................................................................................7 72 Escalation Process.......................................................................................................................? 7.3 Severity Levels............................................................................................................................8 7/4 Escalation Conditions..................................................................................................................0 7.5 Resolution Process--------_-----_---------.-------.....-0 7l1Software Resolution............................................................................................................9 7.52 Hardware Resolution....................................................................... .................................D 7.6 Management Contact/Customer Escalations............................................................................72 7.7 Corrective Action.......................................................................................................................l2 8 Contact Support.................................................................................................................................}3 285 Broadband Antenna Tracking Systems Support Level agrecm^nt tHAff N Broadband Antenna Tracking Systems 1. Agreement Overview This Agreement represents a Support Level Agreement("SLA"or"Agreement") wherein Broadband Antenna Tracking Systems will provide the provisioning of Technical Support services required to sustain and support the Automated Antenna Tracking Systems and the related Emergency Communications Network for the City of Fort Worth. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all technical services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. 2. Goals & Objectives The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent technical service support and delivery to the Customer(s)by the Service Provider(s) for existing BATS equipment. The goal of this Agreement is to obtain mutual agreement for technical service provision between the Service Provider(s)and Customer(s). The objectives of this Agreement are to: • Provide clear reference to service ownership, accountability,roles and/or responsibilities. • Present a clear,concise and measurable description of service provision to the customer. • Match perceptions of expected service provision with actual service support &delivery. 3/15 Broadband Antenna Tracking Systems Support Level Agreement Vk47N Broadband Antenna Tracking Systems 3. Stakeholders The following Service Provider(s) and Customer(s)will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: Service Provider(s): Broadband Antenna Tracking Systems also referred to as BATS ("Provider") Customer(s): City of Fort Worth("Customer") 4. Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year;however, in lieu of a review during any period specified,the current Agreement will remain in effect. The Director of Service and Support("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required,provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required. Director of Service and Support: Broadband Antenna Tracking Systems Review Period: Yearly(12 months) Previous Review Date: 9-5-2018 Next Review Date: 9-5-2019 4/15 Broadband Antenna Tracking Systems support Level Agreement VqAIN Broadband Antenna Tracking Systems 5. Service Agreement The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. 5.1. Service Scope This agreement provides for 40 hours of the following Support Services. Additional support will be provided at an hourly rate on an as needed basis. • Manned telephone support • Monitored email support • Remote assistance using a Remote Desktop ("TeamViewer") and a Virtual Private Network where available • Software Upgrades This agreement provides for one prescheduled annual onsite visit(up to 5 consecutive days) of onsite inspection,maintenance and training for existing BATS equipment. Current existing BATS equipment includes: • 3 x DVM-50X units installed on Tower Sites • 2 x BTS-50 units installed on Mobile Command Posts • 1 x DVM-50X unit to be installed on Tower Site in 2019 5.2. Customer Requirements Customer responsibilities and/or requirements in support of this Agreement include: • Payment for all support costs at the agreed interval. • Reasonable availability of customer representative(s)when resolving a service related incident or request. 5.3. Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include: • Meeting response times associated with service related incidents. • Appropriate notification to Customer for all scheduled maintenance. 5/15 Broadband Antenna Tracking Systems Support Lcvcl Agreement VZ47N Broadband Antenna Tracking Systems 5.4. Service Assumptions Assumptions related to in-scope services and/or components include: • Changes to services will be communicated and documented to all stakeholders. 6. Service Management Effective support of in-scope services is a result of maintaining consistent service levels.The following sections provide relevant details on service availability, monitoring of in-scope services and related components. 6.1. Service Availability Coverage parameters specific to the service(s)covered in this Agreement are as follows: • Telephone support : o Calls received out of office hours(8AM—5PM Eastern Standard Time, Monday through Friday) will be forwarded to a mobile phone and best efforts will be made to answer/action the call, however there will be a backup answer phone service • All backup answer phone service calls will be monitored and sent via e-mail to all on duty support staff o A response will be returned within the next business day. • Email support: o Emails received outside of office hours will be collected, and addressed in the order in which they are received. o Emails received outside of office hours will be returned within the next business day. 6.2. Service Requests In support of services outlined in this Agreement,the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: (Refer to Section 7.3 of this agreement for definitions of priority levels.) 6/15 Broadband Antenna Tracking Systems Support level Agreement tft4T§ Broadband Antenna Tracking Systems • 0-2 hours(during office hours) for issues classified as High priority. • Within 4 hours for issues classified as Medium priority. • Within 1 working day for issues classified as Low priority. Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. 7 Support Escalation Process This procedure will cover how and when cases are to be escalated. It will also define the technical and managerial notification sequence. 7.1 Support Resources Technical Support Engineer Technical Support Engineers work all first level support cases. On a particular issue or product, a TSE could be a Product Lead if the case is on a topic that is in an area of expertise for the individual. Senior Technical Support Engineer Technical Support Engineer Product Leads are Senior TSE's who assist other TSE's in resolving escalated cases. On a particular primary issue or product,the TSE Product Lead is the Product Specialist for the group and is the interface to Engineering. Director of Customer Service and Support The Director of Customer Service and Support is the final level of escalation. The Director of Customer Service and Support is the interface for the Customer(s)to Broadband Antenna Tracking Systems upper management should a case arise that cannot be resolved by the Support Levels outlined within this document. 7.2 Escalation Process There are two formal processes for problem escalation at BATS, Technical Escalation and Management Notification. Technical Escalation is the process of involving increasing levels of technical capability in solving a problem. The goal is to ensure that the appropriate resources are involved in resolving the problem in a timely fashion. 7%15 Broadband Antenna Tracking Systems Support Level Agreement Vh47N Broadband Antenna Tracking Systems Management Notification is the process of alerting increasing levels of management of the existence of a customer situation. The goal is to make resource owners aware of problems that may require additional resource allocation or process guidance. 7.3 Severity Levels Problems are separated into several severity levels depending upon the availability of the system and the overall impact to business performance. The severity levels are: Level I (High Priority) -Emergency/Network Down Severity Level I is a reproducible emergency condition,which makes the use or continued use of any one or more services impossible.The condition requires an immediate solution that is not already available. BATS call center will initiate an effort to verify the reported problem within one (1)hour of receiving the problem report,provide continuous effort to arrive at a fix or work-around, and provide Customer with the final form of the fix("Final Fix"). Level 2(Medium Priority)-Critical Severity Level 2 is a reproducible condition which makes the use or continued use of any one or more services difficult and which you cannot circumvent or avoid on a temporary basis. BATS call center will initiate an effort to verify the reported problem within twenty-four(24)hours of receiving the problem report, provide Customer with a fix or work-around within ten(10) days of receipt of the problem, and include a Final Fix in the next succeeding Version after the fix or work-around has been developed. Level 3 (Low Priority)-Major Impact Severity Level 3 is a reproducible limited problem condition,which is not critical in that no loss of access to services occurs and which can circumvent or avoided on a temporary basis.BATS' will begin work on error identification and verification within two(2)days of receipt of the problem. Level 4(Low Priority)-Minor Impact Severity Level 4 is a minor problem condition or setup/configuration error, which can be easily circumvented or avoided.Additional requests for new changes or suggestions,which are defined as new configuration in existing Support Level Agreement,are also classified as Severity Level 4. BATS will begin work on error identification and verification within five(5) days of receipt of the problem. 8/1,5 Broadband.antenna Tracking Systems Support Level Agreement VM4TS Broadband Antenna Tracking Systems 7.4 Escalation Conditions Actual engagement of the next tier will only occur, if the following conditions are met: • The resources currently working the issue have made little or no progress in resolving the issue and have not identified a plan to do so. • The customer has provided all requested data and procedures. 7.5 Resolution Process The following section will describe in detail the process to be used for all software and hardware resolutions. 7.5.1 Software Resolution Should a Technical Support Engineer not be able to resolve the problem and it is determined that the problem is software-related,the Technical Support Engineer submits an Action Request(AR)with the BATS Software Development Team. The severity level is negotiated between the Technical Support Engineer and the customer using the previously described guidelines. In addition, the Technical Support Engineer opens a Support Ticket. The Support Ticket number is provided to the customer and is recorded in the customer case tracking system for reference. After the Support Ticket and software Action Request(AR)are submitted,the Technical Support Engineer works with BATS Software Development Team to determine the appropriate action plan. The plan determines how the problem is to be resolved,by providing either a workaround or a software release. If the solution requires a software release,a delivery date is scheduled.The Technical Support Engineer keeps the customer informed of the progress of the solution and communicates the action plan to the customer. If the customer does not accept the action plan,the Technical Support Engineer informs the Director of Service and Support, who then renegotiates the action plan with the Software Development Team until an acceptable plan is reached. The AR is closed when a solution is made available to the customer and the customer accepts the solution. 9i l 5 Broadband Antenna Tracking Systems Support Lovel Agreement VYAIN Broadband Antenna Tracking Systems The table below describes the software release methods that can be described in an action plan. Type Description Regression Test Release Method Patch/Update Customer problem Full regression test The Technical reported in an is not performed. Support Engineers Action Request are notified of the (AR)that requires Software Quality patch file and it is immediate Engineer validates posted on the resolution. Solution the problem has BATS Services is made available in been resolved download website. a patch file with a during the patch patch installer. testing phase. Not for General Special patch for a Full regression test The AR originator Release Patch specific customer. is not performed. is notified to Generally,a deliver the patch to solution that may Patch normally the specific pose a risk to the goes through customer. code or that development testing resolves a problem only. with special circumstances. Maintenance/General Engineering release Software Quality The Technical Release that is considered a Engineer performs Support Engineers minor or major full regression test. are notified of the release. release and it is posted on the BATS Services download website. 10115 Broadband Antenna Tracking Systems Support Level Agreement ftATS SroaO,band Anui�,inz T rack"r;a Syste;ns 7.5.2 Hardware Resolution Should a Technical Support Engineer not be able to resolve the problem and it is determined that the problem is hardware-related,the Technical Support Engineer submits a Return Merchandise Authorization (RMA)on the clients behalf The severity level is negotiated between the Technical Support Engineer and the customer using the previously described guidelines. In addition,the Technical Support Engineer submits the RMA in the customer case tracking system for reference. After the RMA is submitted,the Technical Support Engineer works with BATS Hardware Development Team to determine the appropriate action plan. The plan determines how the problem is to be resolved,by determining the warranty terms of the hardware in question and providing either a cost for repair or hardware replacement. If hardware repair or replacement is within warranty the customer must return the equipment to BATS with the RMA#clearly marked on the shipping label. If the hardware equipment is determined to be out of warranty and a cost to repair is identifiable then a Repair Estimate will be sent to the customer categorizing the hardware equipment and repair cost. As cost to repair depends on the hardware product model and severity of damage the repair cost will be determined on a case by case basis. The typical turn-around time is 3 weeks from the receipt of the returned equipment.The Technical Support Engineer keeps the customer informed of the progress of the solution and communicates the action plan to the customer. If the customer does not accept the action plan,the Technical Support Engineer informs the Director of Service and Support,who then renegotiates the action plan with the Client until an acceptable plan is reached. Express Return Merchandise Authorizations and Advanced Replacement Return Merchandise Authorization will be handled on a case by case basis and require approval from the Director of Service and Support. In the case of an Advanced Replacement a Purchase Order is required from the customer for full replacement cost.Upon receipt of the original equipment and determination of warranty coverage the Customer will be credited the balance of the Purchase Order. 11115 Broadband Antenna Tracking Systems Support Level Agrc=cnt tHATH Broadband knterma rackirc:Svstenn3- 7.6 Management Contact/Customer Escalations Regardless of how well this process is designed and implemented,there will no doubt come a time when a customer wants to escalate an issue directly to a manager at BATS.If a customer wishes to escalate an issue the Director of Customer Service and Support should be contacted at 1-888-955-8228 Extension 202 or via e-mail at supp2ggbatswireless.com with the Subject Line: Management Contact. 7.7 Corrective Action Issues that are not resolved within the guidelines will be reviewed by the management team and corrective actions will be determined to prevent future non-conformities. 12/15 Broadband Antenna Tracking Systems Support Level Agreement Vh47N Broadband Antenna Tracking Systems 8 Contact Support Phone: 1-888-955-8228 Extension: 2 E-mail: support(a>batswireless.com Support Portal:w v,.v.batswireIess.com Mailing Address: Broadband Antenna Tracking Systems Service and Support Department 8431 Georgetown Rd. Suite 600 Indianapolis, IN USA 46268 13/15 Broadband Antenna Tracking Systems Support Level Agreement Executed this the 0 day of '2019. CITY: City of Fort Worth Contract Compliance Manager: By signing I acknowledge that I am the person responsible for the monitoring and administration of this contract,including ensuring all performance By: and reporting requirements. Name: S an Alanis Title: Ass ant City Manager Date: By: Name: teve fferi Approval Recommended: Title: Assistant Director,IT Solutions Approved as to Form and Legality: By: Name: Title: By: Name: to n B.Str ng Attest: Title: Assistant City Atto ey OR Contract Authorization: �i M&C: _N/A By: pproved: Name: Wry r Title: City Secretary U' SELLER: (A�j Broadband Antenna Tracking Systems,Inc. By: Name: Robert Bruder Title: Senior Program Manager Date: 0210 6 / 2.011 is/is Broadband Antenna Tracking Systems Support Level Agreement VERIFICATION OF SIGNATURE AUTHORITY Full Legal Name of Company: Broadband Antenna Tracking Systems,Inc. Legal Address: 8431 Georgetown Rd.,Suite 600,Indianapolis,IN 46268 Services to be provided: Broadband Antenna Tracking Systems(BATS)Support Level Agreement Execution of this Signature Verification Form ("Form")hereby certifies that the following individuals and/or positions have the authority to legally bind the Company and to execute any agreement,amendment or change order on behalf of Company.Such binding authority has been granted by proper order,resolution. ordinance or other authorization of Company. The City is fully entitled to rely on the warranty and representation set forth in this Form in entering into any agreement or amendment with Company.Company will submit an updated Form within ten (10) business days if there are any changes to the signatory authority.The City is entitled to rely on any current executed Form until it receives a revised Form that has been properly executed by the Company. 1. Name: R6,6 ark- $r✓d t ' Position: y;ce,, Pro.Srole-d- P44 S441y d' moi+ ,f e-.cr .ecs,Se Signature 2. Name: Position: Signature 3. Name: Position: Signature Name(Printed fir` Gt-Crlo ignature o esident/CEO Other Title: Date: 0Aloue20/2 15/15 Broadband Antenna Tracking Systems Support Level Agreement Estimate Date Estimate# Broadband Antenna Tracking Systems, Inc. 8431 Georgetown Road, Suite 600 9/5/2018 7891 Name/Address Ship To Information Technology Solutions IT Solutions,Telecom Division IS Solutions Department Attn:Chris Dusseau 200 Texas Street 1515 11th Ave. Forth Worth,TX 76102 Fort Worth,TX. 76102 817-392-6045 Unless stated below,pricing valid for 90 days from date of estimate, Rep P.O. No. Terms Due Date FOB/INCOTERMS standard delivery 8-,weeks upon acceptance of purchase order. Net 30 10/5/2018 ORIGIN/EXW Qty Item Description Price Each Total Annual Support Contract 1 Technical Support Services Annual Support Contract as set out per accompanying 12,500.00 12,500.00 document WIRE Wiring Instructions: 0.00 0.00 Bank Information: J.P.Morgan Chase,N.A. 10495 N.Michigan Road Carmel,IN 46032 Account Information Swift Number: CHASUS33 Routing Number: 074000010 Account Number:901406363 Broadband Antenna Tracking Systems 8431 Georgetown Road,Suite 600 Indianapolis,IN 46268 CUSTOM OFFERING GOVERNMENT DIRECT PRICING Subtotal $12,500.00 Sales Tax (0.0%) $0.00 Total $12,500.00 This order is subject to all terms,conditions and software license displayed at:http://www.batswireless.com/salestenus