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TALEO SUPPORT &MAINTENANCE
STATEAdENT OF VVORiI FOR TALEO BUSINESS EDITION PROFESSIONAL SERVICES
Prepared For:
City of Fort Worth
200 Texas St.
Fort Worth ,Texas 76102
Susan Alanis
susan.alanis@fortworthtexas.gov
YOUR TALEO SYSTEM.
PERFECTLY CONFIGURED
PERFECTLY TAILORED.
100% EFFICIENT.
RecruitingDash ��
Gold
Partner
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Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE
Page 1 of 7
2
Taleo Support &. P.�aintenance Agreement for City of Fort Worth
Situation Appraisal
Client is seeking ongoing support and maintenance for their Taleo Recruit system. RecruitingDash offers ongoing support
and maintenance for Taleo Business Edition at a low monthly fixed cost. The Taleo system is complex and is frequently
updated with even more features and functionality, making periodic maintenance required to keep the system operating
at an optimal level. RecruitingDash offers customers on -demand support for questions, configuration changes,
modifications, new Taleo user training, or configuring functionality in new Taleo releases.
Support service provides a specified number of hours of support monthly. Support hours are designed to aide
with/resolve ad -hoc configuration needs, answer questions, provide guidance, resolve issues, etc.
RecruitingDash (or "Consultant") is the industry leader and subject matter expert on Taleo technology as well as human
capital management strategy, processes, tools and best practices. RecruitingDash is an Oracle Gold Partner.
RecruitingDash has performed an assessment of Client system and identified some basic areas of improvement,
recommendations for improved usability; and potential setup of the Onboarding components. Client may also
occasionally have questions, issues or configuration needs requiring Taleo expertise.
Ongoing Taleo Support &Maintenance Service Order Details
Client will provide RecruitingDash one Taleo user license for each instance of Taleo, with administrator level access, so
that RecruitingDash may provide support on an ongoing basis. This user license is required for the duration of the
support agreement.
No changes will be made to the existing Client Taleo configuration without written by Client. This work will be completed
remotely from various RecruitingDash offices located in the United States. Support is available via email and phone
between the hours of 9 am EST and 9 pm EST, Monday through Friday. Most support requests receive a response within 1
work day.
Taleo Support &Remote System Administration from RecruitingDash is designed to be inclusive, helpful, and easy to use
without bureaucracy or a lot of "fine print" - we are here to help support our Clients with just about anything related to
their Taleo systems! This includes basic Taleo user training, configurations, new release updates, general ad hoc
consultation, or on demand support or issues resolution.
Service Level Selection
Selected Package
Q Premium Support -Special Package designed for City of Fort Worth
• Service includes up to 180 hours of service over the course of 12 months.
• The support agreement begins on the date of fully executed signed agreement and ends 12
months later.
• Suggested usage is 15 hours of support monthly, not to exceed 25 hours in a given month
without prior authorization.
Price
$17,988.00 �
Future Price Protection
At the conclusion of the first term, renewal price will not increase more than 10% per year for each additional support
contract extension.
Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE Page 2 of 7
�a
Taleo Support 8< IV1air�fienance Agreement for City of Fort Worth
Expenses
Additional expenses are not expected for this engagement. Any expenses or overage charges will be approved, in
advance, by Client.
Timing
The support agreement begins on the date that the Taleo login is provided to the RecruitingDash team with signed
agreement, and ends 12 months later.
General Payment Terms
Client will incur and agrees to pay RD based on the fees outlined below. Fees for work outside the scope of this document
will be negotiated and agreed upon in writing in advance of any additional work being completed. All fees and expenses
are payable in United States currency (USD). A late fee of 2% of the outstanding balance (24%annualized percentage rate
(APR)) will be charged on any invoices 30-calendar days past the invoice date.
This service is provided on a 12-month term contract, payable in advance. Total Taleo Support &Remote System
Administration Fees for the term contract will be invoiced upon signing this agreement, and are due in net 15 days.
Support fees are non-refundable and are not based on actual usage.
Project &Billing Logistics
Points of Contact:
The following person is designated as the single point of contact for the Client, for coordination on all potential overage
hours, service renewals, and general program emails:
Client Project Main Point of Contact:
Name:
Email:
Client Accounts Payable Contact:
Name:
Accounts Payable email for invoice submission (this info required):
Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE Page 3 of 7
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Taleo Support &Maintenance Agreement for Cite of Fort Worti-i
Joint Accountabilities and Other Terms and Conditions
Client and Consultant will share information openly and directly, and will respect each other's proprietary and confidential
information. Consultants agree to review and sign an NDA if requested by Client.
Ownership of Confidential Information: All Confidential Information disclosed shall remain the property of the
Discloser and no license or other right to Confidential Information is granted or implied hereby.
Nondisclosure and Non-use of Confidential Information: Recipient shall receive, maintain, and keep Confidential
Information in confidence using a reasonable degree of care, through existing safeguards or implementation of
additional safeguards, which shall be at least the same degree of care and same extent of precautions as those taken to
protect confidential information belonging to Recipient or Recipient's employer. Further, Recipient agrees to take
reasonable precautions to prevent any unauthorized use, disclosure, publication, or dissemination of Confidential
Information. Recipient shall accept and use Confidential Information only to the extent necessary and for the sole
purpose of, providing the services described under this services agreement or in furthering of the course of dealings
discussed with regards to this agreement. Recipient shall not disclose, publish, or disseminate Confidential Information
to anyone, including subcontractors or agents, who is not (i) employed by Discloser or (ii) identified and designated in
writing by Discloser to receive such Confidential Information or (iii} if acting as a subcontractor or agent has not agreed to
similar or same terms as Recipient. Both parties shall provide immediate notice to the other in the event there is an
unauthorized disclosure or breach of Confidential Information. Recipient agrees not to use Confidential Information
otherwise for his/her own or any other third party's benefit without the prior written approval of an authorized corporate
officer of Discloser in each instance. Neither parry to this Agreement shall communicate any information to the other
party in violation of the proprietary rights of any third party.
Proprietary Works: Client recognizes that Consultant has already invested considerable time, resources, and expenses
developing certain research, tools, processes, and training materials ("Proprietary Works")that may be shared with Client
by Consultant to meet the objectives under this agreement. Client agrees to keep strictly confidential the Proprietary
Works and further agrees to use its best efforts to assure that such Proprietary Works are protected by its own agents,
employees and representatives and to refrain from disclosing or giving access to the Proprietary Works to any parties
other than to its own affiliates, agents, employees and representatives whose access to such information is within the
scope of this Agreement. Consultant is not granting Client the right to share, sell, license, or reuse these Proprietary
Works with other divisions or companies outside of Client.
Client to Provide Resources: Client will provide administrative/scheduling and other resources needed to complete this
project. On average the weekly Client commitment to successfully complete the project will be 3-4 hours (includes 1.5
hour weekly working session with RecruitingDash). Client will assist to confirm that key stakeholders, -users, and decision
makers are reasonably accessible to Consultant throughout this project.
This is not an Employment Contract: Consultant is not entering into an employee -employer relationship with Client.
Consultant is not eligible for any of Client's employee health benefits or incentives. Consultant shall determine the
manner in which the services are to be performed and the specific hours to be worked.
Additionally, Client recognizes that Consultant may engage other associates or employees to perform certain services for
the Client under this agreement, and Consultant will have other active clients during this project.
Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE Page 4 of 7
J
Taleo Support &Maintenance Agreement fior City of Fort Worth
One Minute Surveys &Feedback
RECRUITINGDASH IS FANATICAL ABOUT CUSTOMER SERVICE!
RecruitingDash is committed to providing its customers with the absolute best service and quality. In line with our
commitment to continuous improvement, we examine our performance across a broad range of issues critical to our
success. An important component of our process are customer surveys. We request all of our clients make a
commitment to complete customer surveys when they are sent out. By participating in these surveys you will be
making an important contribution helping RecruitingDash to improve and to serve you better.
In addition to the requested surveys, we welcome and encourage feedback throughout the process to ensure your
satisfaction.
On behalf of Client, I commit Client Project Team to completing up
to two (2) "One Minute Electronic Surveys" throughout the project.
Acceptance
The signatures below indicate acceptance of the details, terms, and conditions in this proposal (all pages), and provide
approval to begin the work as specified.
For RecruitingDash, LLC:
Jasozc G�1ar�cer
Jason Warner
Founder &Principal
70 SW Century Drive, Suite 100394
Bend, OR 97702
Mobile: 650-224-5640
mailto:jwarner@recruitingdash.com
RecruitingDash, LLC Employer Identification
Number:
EIN: 45-3591515
For City of Fort Worth:
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Accepted by Client
Title:
Date:
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Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE �--`-----�n-r�age owr i---
6
Taleo Support 2 IVlaintenance Agreement for City of Fort Worth
General Terms of Service Summary
What is covered by my Taleo Support &Maintenance Contract?
Want to know about a recent Taleo upgrade or need to train a new HR team member? We've got you covered!
We are happy and available to answer one-off questions about Taleo and advise you on changes you're thinking of
making to your system. We can provide new user training and support you in the day-to-day maintenance of your system.
What you can expect from us:
You'll get the same level of customer support that you've seen from us all along. It's always our goal to respond to you
within one business day to provide you with what you need to stay on track.
We assess each issue and request to determine urgency and estimated solution time required so that we can address it
accordingly.
How does billing work?
The RecruitingDash customer support team will provide the requested support according to severity and availability.
Support time will be deducted from the month in which it was completed.
Taleo Support &Maintenance is billed annually and the contract is a simple statement of work.
What if I have an emergency issue with Taleo?
We are here to help you. A lead "Dasher" will be assigned to your account to gain in depth knowledge of your system and
provide the highest level of ongoing support. For urgent issues, we provide team coverage to ensure your issue is
addressed as quickly as possible. Escalation contacts at RecruitingDash are provided as well.
What if RecruitingDash can't fix the issue?
If an issue appears to be a defect within Taleo, RecruitingDash can work with Oracle Customer Support on your behalf to
troubleshoot the issue. As an Oracle Gold Partner, RecruitingDash has an excellent relationship with Oracle Customer
Service and has been instrumental in identifying and resolving several bugs within Taleo Business Edition.
How can I request support?
To request support, please email TBEsupport@recruitingdash.comwith the following information:
• Description of issue: What's happening?
• Tell us why it's an issue: What did you expect to happen or would like to happen?
• Browser details: What browser are you using to access Taleo? (i.e. Firefox)
• Screenshots: Show us what's happening.
The more information you can provide in your original request, the faster we'll be able to begin troubleshooting
it for you.
Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE Page 6 of 7
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Taleo Support &Maintenance Agreement fior City of Fort Worth
What's not covered?
Call us for anything Taleo related: Taleo Support Service is designed to provide "anything related to Taleo" support.
The following support requests are excluded however:
This service is designed to offer ad hoc, Taleo support &maintenance on an ongoing basis at an extremely low cost.
Under this subscription, RecruitingDash will not build new integrations or manage existing; however serving as a Taleo
subject matter expert and liaising as needed is within scope.
Other Details: Client agrees to provide an administrator -level logon to their Taleo Business Edition for the duration of the
support contract.
No proration or credit towards unused hours will be provided; unused time does not "rollover" to the next month*.
Service hours are non-refundable.
Hours of Support:
Monday to Friday 9:00 AM - 9:00 PM Eastern Standard Time EST (6:00 AM - 6:00 PM PST)
RecruitingDash has team members spanning Eastern to Pacific time zones to ensure coverage to meet your
organization's needs.
*See special offer above for City of Fort Worth rollover allowance.
Document Ref: KP4X7-VLGXQ-ZVBCC-M9CJE Page 7 of 7
Signature Certificate
Document Ref.: KP4X7111,,-ZVBCC-M9CJE
Document signed by:
0
Jason Warner
Verified E-rnail: JaJ'Utt watv&2
jwarner@recruitingdash.com
107.77.205,168 -- N May 2019 22:14:10 UTC II I I'I'll I III Illll I II' I'll I III .,
Document completed by all parties on:
08 May 2019 22:14:10 UTC
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RecruitingDash Taleo Support and Maintenance Agreement
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 and reporting requirements.
Assistant Director, IT Solutions Department