HomeMy WebLinkAboutContract 48412-A2 CSC No.48412-A2
MOTOR CHANGE ORDEROLA SOLUTIONS 002
RECEIV
JUN 2 2020
CITY OF FORT WORTH Change Order No. 002
CITYSECRETARY Date: 06-15-2020
Project Name: Ft Worth Managed Services Agreement
Customer Name: City of Fort Worth
Service Delivery Manager: Steve Braun
The purpose of this Change Order is to:
Incorporate changes to
1. Document the one time SDM credit
2. Remove Diagnostx services and credit 2019 services
3. Adjust the Wave support period to end after September 2024(9/30/2024)
4. Extend the contract period 5 years
5. Add ASTRO Connectivity services
City of Fort Worth: Contract
Contract# 48412 Contract Date:
Motorola Solutions Contract: 1/1/2017
S00001020876/USCO00027452
In accordance with the terms and conditions of the contract identified above between
City of Fort Worth and Motorola Solutions, Inc., the following changes are approved:
Contract Price Adjustments
Original Contract Value: $13,321,686.74
Previous Change Order amounts for Change Order
numbers through $-1,000,000.00
This Change Order: $8,863,842.27
New Contract Value: $21,185,529.01
Completion Date Adjustments
Original Completion Date: 12/31/2024
Current Completion Date prior to this Change Order: 12/31/2024
New Completion Date: 12/31/2029
Page 1 of 19 OFFICIAL RECORD
CITY SECRETARY
FT. WORTH,TX
MOrOROLA SOLUTIONS CHANGE ORDER
002
Changes in Equipment: (additions, deletions ormodifications)
n/a
Changes in Services: (additions,deletions or modifications)
Removal of Diagnostx Services
Adjustment of Wave Service Support Period
Add ASTRO Connectivity Services for three years
• August 01, 2020 through July 31, 2023
• SOW is included with Exhibit B
Schedule Changes: (describe change or NIA)
Increase the contract period to 12/31/2029
Pricing Changes: (describe change or NIA)
The price of the contract is changed from$12,321,686.74 to$21,185,529.01
Customer Responsibilities: (describe change or N/A)
N/A
Payment Schedule for this Change Order:
(describe new payment terms applicable to this change order)
The revised Payment Schedule is included with Exhibit A
Unless amended above,all other terms and conditions of the Contract shall remain in full force. If there are k
any inconsistencies between the provisions of this Change Order and the provisions of the Contract,the
provisions of this Change Order will prevail.
IN WITNESS WHEREOF the parties have executed this Change Order as of the last date signed below.
Motorola Customer
Solutions, Inc. /
By ` ( � By:
yatene W.sh,n,t-pun 18,102011:08 CDT
Printed Name: Clay Cassard Printed Name: Valerie Washington
Title: MSSSI Vice President Title: Assistant City Manager
Date: June 15, 2020 Date: Jun 18,2020
Reviewed by: Kevin Douglas Date: 06/05/2020
Motorola Solutions CSM
Page 2 of 19 OFF CIAL RECUkU
CITY SECRETARY
FT. WORTH,TX
City of Fort Worth Contract Compliance Manager:
By signing I acknowledge that I am the person
responsible for the monitoring and administration
v of this contract,including ensuring all
By: Valerie Washington(Jun 18,202014:08 CDT) performance and reporting requirements.
Name: Valerie Washington
Title: Assistant City Manager
Jun 18 2020 '`�""� `�`��
Date: By: Alan Girton Jun 17,2020 07:00 CDT)
Name: Alan Girton
Approval Recommended: Title: Senior IT Manager
Approved as to Form and Legality:
n 11
By: Roger right( un 17,2020 09:02 CDT)
Name: Roger Wright
Title: Acting IT Solutions By: J trong(Jun 18,202012: DT)
Name: 'John B. Strong
Attest: a'1 ':i Title: Assistant City Attorney
(3 ? Contract Authorization:
% M&C: MC 20-0405
By: 1295: 2019-568808
Name: Mary J.Kayser
Title: City Secretary
City of Fort Worth,Texas Page 3 of 19 OFFICIAL RECORD 11
CITY SECRETARY
FT WORTH,T
-$
MOTOR LiA SOLUTIONS CHANGE ORDER
002
Exhibit A
AttatantA
PRICINMANAGED SERVICES G
2017 2018 2019 2020 2021 2022 2023 APPROACH 202-0 2025 2026 2027 2028 2029 Total
Managed Core $538,488.00 $607,465.32 $616,577.30 $625,825.96 $635,213.35 $644,741.55 $654,412.67 $664,228.86 $69t123.14 $7C2944.61 $715A05.50 V27,305.61 $739,851.72 t8.623.183.5f
3er
Managed RF
SitelC $784 705.00 $604,455.52 $316,522.35 $623,770.18 $341,201.74 $353,819.76 $366,627.06 $679,626.46 *914,611.52 $933,107.75 *951,769.30 *970,805.30 *990,221.41 n!asgaas as
onsoles
ISSI(DAI-) 518,882.00 $19,165.23 $19,452.71 $19,744.50 520,040.67 $20,341.26 $20,646.40 $20,956.09 $21,734.33 $22,230.22 $22,674.82 $23,128.32 $23,590.83$272,647.47
WAVE $17'898.30 $42,99592 $33,640.86 $44,295.47 $44,95990 $35,634.30 $46,318.82 $35,26020 t321,003.77
NICE Level
Support)_dtl $110,401.64 $113,713.69 $117,125.10 $120,638.85 $124,258.02 $127,965.76 $131,825.33 $135,780.09 $140,007.27 $142,807.42 $145,663.57 $148,576.64 $151,548.37 11.710.331.95
C0i $4,540.00 $4,608.10 $4,677.22 $4,747.38 $4,818.59 $4,890.87 $4,964.23 $5,038.70 $5,240.25 $5,345.05 $5,451.95 $5,560.99 $5,672.21 $65,555.55
DiagnsostX 15,183,66 111,17114 110,998.69 111,328,61 $11,668.51 $12,018.57 $12,379.12 $12,750.50 $87 006.04
Technology ($400,000.00) ($100,000.00) ($100,000.00) ($100,000.00) ($100,000.00) ($100,000.00) ($100,000.00) -1!666,660 68
Credit
CREDIT- ($33,995.85) ($12,018.57) ($12,379.12) ($12,750.50)
Removal of
-1f71,144.04
Diagnost%A2
CREDIT-SOM ($20,000.00)
A2 -f20,000.00
Service Bundle ($100,000.00) ($100,000.00) ($100,000.00)) ($100,000.00) ($100,000.00)
Discount A3
-f566,666.68
Extension
A4-0O2 $35,643.33 $86,078.65 *87,369.83 $51,418.92
Astrc
Connectivity $260,500.73
Services[Rug
Total r1l.54i 66 t1,283,882.12 f!52a,ssa 2s 1!sso,ssa s2 t1,614,243.58 f!sa4,las ss 1!a1a,2 _s f!648,as.4a 1!612.376s52 $1 706 4s5 as 11.740.565 xs $1 775.377 06 11.310.884.60 121.185.529.01
'Pricing is based on all services existing on a contract betty een the Lly of Fon Worth and Motorola Should services or ponions of the quoted System above be modfied,
the price is-bi—tc change
Pricing for Dlagi,—X has been prcrated Icr 2017 due to contract 800001021980 being In place until 01 July 2017.
Pricing for WAVE has been p iii for 2017 due,,equipment and services being under waxanty—101 August 2017.
MOSCAD Services pricingisincluded For each site thatis coveredunder Managed Services.Should sites be removed lrem the Managed Services,the monitoring of
MOSCAD devices may require additional pricing.
'Wave 20241s discontinuing support after September 2024
'A39ervice Bundle Discount is calculated based on listed services.Thisdlsceunt is-bi—to change In the event that any contracted services are
oved or modllied.Service Bundle Discount is valid through December 31,2029.
'A4 Astro Connectivity Services added For Aug 1,2020-Ju1y 31,2023
•n..r .... 5-LYc-19
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ewmA�mmawxwaa+citrsea�vcv„+r�xa aeaia
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MOTOR LA SOLUTIONS CHANGE ORDER
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Exhibit B
ASTRO
CONNECTIVITY
SERVICES
W"E OMORKS
V1.7 CITY OF FT WORTH
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MOTOR LA SOLUTIONS CHANGE ORDER
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Contents
The purpose of this Change Order is to:...............................................................................................1
Contract Price Adjustments................................................................................... 1
ExhibitA................................................................................................................................................3
ExhibitB................................................................................................................................................4
INTRODUCTION...................................................................................................6
City of Fort Worth BENEFITS................................................................................7
SERVICE DEFINITION ......................................................................................... 7
DELIVERY MODEL...............................................................................................8
SERVICES ............................................................................................................8
OPERATIONS MANAGEMENT............................................................................................................9
Centralized Service Delivery...............................................................................................................10
ServiceAssurance ..........................................................................................................................10
ServiceDesk...................................................................................................................................10
ChangeManagement......................................................................................................................11
ConfigurationManagement.............................................................................................................11
PerformanceManagement..............................................................................................................11
SecurityManagement.....................................................................................................................11
LOCAL Service Delivery (Mandatory).................................................................................................11
CorrectiveMaintenance ..................................................................................................................12
RepairManagement........................................................................................................................12
Processof installation .....................................................................................................................13
Statement of Work: ASTRO Connectivity Services............................................. 15
Service Level Agreement / Key Performance Indicators..................................... 15
SERVICE LEVEL OBJECTIVES.........................................................................................................16
AVAILABILITY.................................................................................................................................16
CorrectiveActions...........................................................................................................................18
Key performance indicators .................................................................................... 18
Service Priority Levels ........................................................................................... 18
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INTRODUCTION
Today's world of communications is an evolving landscape,where mission-critical communication
systems are migrating to Ethernet based backhaul and connectivity to the RF sites and Dispatch
locations as well as cloud services. To safeguard the overall risk of the ASTRO 25 system,Motorola
has institutionalized a rigorous governance and oversight to make sure that the solutions offered meet
the standards for available service. Comprised of disciplines addressing applicable technical,
management, and operational controls,the guidelines are diligently exercised throughout the product's
development,implementation,and operational support life cycles.
Most public safety radio networks rely solely on a single infrastructure to provide the wide area
communications required by operators.With Motorola Solutions ASTRO Connectivity Service we can
provide a solution that is end to end by offering connectivity with the system and to relevant MSI
applications hosted in the cloud or data centers. This connectivity solution is independent from City
based infrastructure at the site and results in a system that will reliably operate as an integrated public
safety solution.
ASTRO Connectivity solutions can be implemented independent of existing solutions or alongside a
more traditional customer owned Microwave and can provide additional resilience for increased
availability during emergencies.
This statement of work(SOW),including all of its subsections and attachments is an integral part of the
Managed Services Agreement between Motorola Solutions and the City of Fort Worth and is subject to
the terms and conditions set forth in the Agreement.
The SOW describes the service as a whole,with attached exhibits for details of the different functions.
The SOW is applicable for U.S.based ASTRO systems.Any diversions to this will be stated in each
section.
All services in the SOW are delivered by Motorola Solutions and its partners.Exceptions to this are
services marked"Mandatory"which can be agreed to be delivered by the City or 3rd part provider
already in place. Services marked"Optional"can be excluded from the package.
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CITY OF FORT WORI �
RFNEFITS
The ASTRO Connectivity Services is designed to give the City of Fort Worth the highest quality,
availability, security and performance as mutually agreed for their mission critical infrastructure.
ASTRO Connectivity Service is a partnership between Motorola Solutions and the City. Motorola
Solutions assumes the risk and responsibility of management of the connectivity service to allow the
the City to focus on their core business. The City will benefit from a predictable Total Cost of
Ownership(TCO)and a flexibility to adapt their network with changing requirements.
SERVICE DEFINITION
Motorola is responsible for providing a fully managed connectivity service between Motorola private
LMR ASTRO Core Sites,ASTRO Remote Sites and/or cloud or hosted data center sites providing MSI
applications.As part of the current MSI ASTRO service agreement Motorola will provide equipment
and services as required to maintain connectivity between the sites specified,the ASTRO core and MSI
applications in the cloud and/or data centers,as applicable.Motorola will deploy technology designed
for mission critical operations in order to meet connectivity availability service level objectives.At our
sole discretion,Motorola may elect to modify the backhaul design in order to optimize capacity, cost,
reliability, or availability.
System Upgrades
The City of Fort Worth has on-going system upgrade plan currently in place. An upgrade plan is
required in order to receive ASTRO Connectivity Services.
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"' POLIVERY MODEL
ASTRO Connectivity Services are delivered through a combination of centralized resources within
Motorola Solutions Managed Services Operations Centre, Operations Management,and experienced
local service delivery resources. The Operations Centre operates on a 7/24 basis, and local resources are
available based on SLA's and KPI's for the service delivery, as well as with 3rd party providers and
Motorola Solution's product support.
As part of ASTRO Connectivity Services,Motorola Solutions takes responsibility for assuring service
availability from the City's core site to the remote site or MSI Private Cloud Network from the: Master
Sites core router,Radio Site ASTRO Site Router,and Dispatch Site Router, and Cloud Service
Provider. The ASTRO Connectivity Services described in this SOW needs underlying services that are
included with the Advanced Plus or Premier service package. All services will be performed in
accordance with the existing City Support Plan as agreed upon by the parties.
ASTRO Connectivity Services takes a holistic preventative approach to providing system connectivity
and performance, as opposed to simply reacting to system impacting events. This service delivery
model establishes measureable performance metrics and outcomes that are detailed in this Scope of
Work document.
SERVICES
In addition to the services provided in this SOW the ASTRO Connectivity Services provides equipment
and services that will be included with the existing Statement of Work for the City of Fort Worth's
current Premier Service package. The additional services are listed below.
Network Event Monitoring
Any equipment included with the ASTRO Connectivity Service will be monitored in
accordance with the Network Event Monitoring Statement of Work or equivalently by
a MSI or a thirty party operations center
Technical Support
Since the ASTRO Connectivity Service is fully managed by MSI,Technical Support is
not included with the service
Network Hardware Repair
MSI will repair any equipment supplied by MSI for the ASTRO Connectivity Service
in accordance with the Network Hardware Repair Statement of Work
Remote Security Patch Installation
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MSI will patch any equipment supplied by MSI for the ASTRO Connectivity Service
as needed, and not in accordance with the Remote Security Patch Installation Statement
of Work
OnSite Support
MSI will perform any onsite work if deemed necessary on the equipment supplied by
MSI for the ASTRO Connectivity Service in accordance with the OnSite Support
Statement of Work.
Annual Preventive Maintenance
MSI will perform any preventative maintenance work on the equipment supplied by
MSI for the ASTRO Connectivity Service as needed and not in accordance to the
Annual Preventive Maintenance Statement of Work for customer owned equipment.
Network updates
MSI will perform any Network updates work on the equipment supplied by MSI for
the ASTRO Connectivity Service as needed and not in accordance to the Network
updates Statement of Work for customer owned equipment. MSI will guarantee that the
connectivity service is supported in accordance with the ASTRO system support or
compatibility requirements.
Network Hardware Repair with Advanced Replacement
MSI will perform any Network Hardware Repair or replacement work on the
equipment supplied by MSI for the ASTRO Connectivity Service as needed to meet the
Service Level Objectives and not in accordance to the Network Hardware Repair with
Advanced Replacement Overview for customer owned equipment.
OPERATIONS MANAGEMENT
Operations Management is the management of service delivery, governance and 3rd party management.
These are services that span across all service delivery functions for both central and local deliveries.
Operations Management is an important aspect for a managed service to ensure consistent performance
of the end-to-end delivery.
Service Reporting Schedule
Motorola Solutions will provide service reports for the City to view in the MyView portal. The
recommended schedule is as follows:
• Performance reporting(Monthly): Reporting on operational SLAs/KPIs. Reporting will include
information on connectivity incidents and connectivity availability during the period.
Apart from the regular scheduled meetings between Motorola Solutions and the City,any number of
ad-hoc meetings can be scheduled to discuss specific issues.
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CENTRALIZED SERVICE DELIVERY
ASTRO Connectivity Services are provided from both MSI and third party Managed Services
Operations Centre. Each operational process described below is included in the ASTRO Connectivity
Services.Depending on network technology and/or region served,different terminology may be used in
the applicable SOW Subsection to describe equivalent process requirements and responsibilities.
Service Assurance
Network Monitoring and Event Management
ASTRO Connectivity Services provides real-time monitoring and surveillance of all Motorola
Solutions supplied network elements,platforms and services. This service consists of event detection,
filtering,correlation, and impact analysis by pre-defined procedures and determination of the
appropriate control actions. Described further,these services consist of event identification, fault
isolation,impact analysis,incident ticket creation,follow-up with relevant stake holders,update and
closure of the tickets,identification of tickets exceeding applicable service level targets,with
communication and escalation, if required by the CSP. This function is critical for the availability of the
infrastructure.
Incident Management
Motorola Solutions will manage the response to all incidents in a manner that promotes restoration of
normal service as quickly as possible and minimizes the impact to the City.Key responsibilities are:
incident investigation,diagnosis,restoration or escalation. The incident management process consists
of communication of incident ownership, status updates, and closure via a work ticket system.
In the case of ASTRO Connectivity Services, the Operations Centre will work to remotely restore
service or resolve an incident using existing connections to Motorola Solutions managed ASTRO
Connectivity Services network elements,prior to(or in parallel with)coordinating MSI or third party
Field Service Delivery team for On Site Incident Restoration.
Problem Management
To ensure long term availability and performance,Motorola Solutions proactively investigates the
underlying cause of repetitive identical and/or critical incidents in the connectivity network;this
minimizes the reoccurrence of incidents and adverse impact of repetitive incidents.Motorola Solutions
will perform activities that it deems necessary to investigate, diagnose and address the root cause of
issues related to managed network elements. Motorola Solutions will document known errors, fixes and
workarounds.
Service Desk
The Service Desk provides a single point of contact for all Service related items, including
communications between the City,Third-Party Subcontractors, and Motorola Solutions. The Service
Desk provides an ingress/egress point for Service Requests, Service Incidents,Changes, and Dispatch.
The Service Desk is also responsible for communication with all stakeholders for updates on all
requests and events.Requests can be submitted via e-mail and phone.
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Service & Resource Fulfillment
The Service Desk will manage service requests received from authorized parties and will coordinate the
appropriate response with City and third parties,as necessary.
Service Desk Request Fulfillment does not include software upgrades that may be required for issue
resolution or City training,and is only available for Motorola-managed ASTRO Connectivity elements.
Change Management
With Change Management, configuration item changes are controlled and implemented with the intent
to minimize disruption and risk. Changes relate to any request that impacts the status or configuration
of any configurable item.As part of the Change Management, all affected parties will be notified in
advance of any material changes, and the impact the change will have on their operations, allowing the
City to prepare accordingly.
Configuration Management
Configuration Management implements configuration and network change requests,and maintains
records. These services consist of applying patches and release upgrades,performing remote
configuration of new and existing devices,keeping record of release information,and maintaining
accurate records of all configuration changes.
Performance Management
Performance Management consists of design, implementation,and maintenance of network
performance data collection and report generation.Performance Management monitors Key
Performance Indicators of the overall network and network components. Performance Management
utilizes tools that are monitored and maintained by Motorola Solutions and authorized third-parties,in
an effort to maintain the City's connectivity link performance and availability within the appropriate
service level targets.
Security Management
ASTRO Connectivity Services also contains security related services to protect the City's connectivity
links from cyber threats. Security management is a vital part to ensure the availability of the ASTRO
Connectivity links.Depending on network technology and/or region served, different terminology may
be used in the applicable SOW Subsection to describe equivalent process requirements and
responsibilities.
LOCAL SERVICE DELIVERY (MANDATORY)
ASTRO Connectivity Services are also provided by authorized local field Services delivery resources.
Each operational process described below is managed from the MSI or third party Operations Centre,
but delivered by these local field services resources. Depending on network technology and/or region
served,different terminology may be used in the applicable SOW Subsection to describe equivalent
process requirements and responsibilities.
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Corrective Maintenance
On Site Incident Restoration requires local access to equipment by representatives of the Field Service
Delivery team, Onsite response includes service fault diagnostics, service restoration,parts exchange or
repair.
Repair Management
Repair Management provides service to manage the repair flow for the field replaceable units that are
not functioning properly.
Spare parts and consumables are owned and managed by MSI or third party suppliers and used by
Motorola or service partner for repair. MSI is responsible to make sure that spares and consumables are
available.
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Process of installation
A site survey shall be performed prior to the installation to assess that all the conditions for a
proper site installation can be met. This also makes it possible to note any variations of the
site that would affect the hardware specifications or estimated labor involved for a standard
installation. If the site survey shows that installation is non-standard then a change order may
be required.
ASTRO Connectivity Service Site Locations
MajorSite Name . . -
City of Ft Worth ASTRO Core 308 N. O'Connor Road
Locations Irving TX 75061
6869 BOWMAN ROBERTS RD FORT WORTH TX
76179-3385
MSI Critical Connect Data 1) 400 S AKARD ST, DALLAS, TX 75202-5324, United
Centers States
2) 1612 CROSS BEAM DR, CHARLOTTE, NC 28217-
2808, United States
The document delineates the general responsibilities between Motorola and the City of Fort
Worth.
Motorola Responsibilities
Motorola's general responsibilities include the following:
• Perform the installation of the Motorola supplied equipment.
• Provide and install a system to establish ASTRO connectivity to pre-identified
sites.
• Schedule the implementation in agreement with the City for ASTRO connectivity
service.
• Coordinate the activities of all Motorola subcontractors under this contract.
• Administer safe work procedures for installation.
• Provide assistance to the City in the operations and use of the system during
cutover.
City of Fort Worth Responsibilities
City of Fort Worth's general responsibilities include the following:
• The City will assume responsibility for the installation and performance of all
other equipment and work necessary for completion of this project that is not
provided by Motorola.
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• When available,Motorola may use City-owned or City-managed resources at no
additional cost to Motorola,upon approval by the City.
• Wireless backup and Out Of Band monitoring-MSI may provide at the City's
location a Wireless modem for OOB monitoring for MSI Managed Devices. The
City shall provide access and accommodations for coverage and installation.
• City Initiated Site Maintenance—The City will notify MSI using a City
Maintenance Change Management Request via the Helpdesk or MyView Portal of
any maintenance(powering down the site/managed device/third party provider
Network Terminating Unit,resetting equipment,re-cabling,physical equipment
move)that may affect the operating status of the Managed Devices.
• City Initiated Work Requests: If a Motorola representative visits the City site or
works remotely, at the City's request,to investigate an issue with the Connectivity
services,and the Motorola representative determines the Connectivity Services are
functioning properly or is prevented from resolving the issue due to the City's
failure to provide access or reasonable assistance,the City will be charged at
published or negotiated time and material rates.
• In the event MSI takes over management of City owned equipment and it shows
this equipment needs upgrading before it can be managed,MSI will manage such
customer owned equipment after the upgrade is complete. The City is responsible
to refresh the City owned equipment as required,including upgrades for Managed
Device Enhanced Features, end-of-life conditions, and the like.
• Physical Verification of Managed Devices.Upon MSI request,the City will reboot
the Managed Devices,provide the LED light statuses of the third party provider
Network Terminating Unit where applicable,verify equipment power,verify if all
cables are securely connected,and insert a loopback plug.
• Provide all buildings, equipment shelters,and towers required for system
installation,including building site for backhaul equipment.
• Insure communications sites meet space,grounding,power, and connectivity
requirements for the installation of all equipment.
• Obtain all licensing, site access, or permitting required for project implementation.
• The City will provide a dedicated delivery point, such as a warehouse, for receipt,
inventory and storage of equipment prior to delivery to the site(s)if requested.
• All existing sites or equipment locations will have sufficient space available for
the system described as required/specified by R56.
• All existing sites or equipment locations will have adequate electrical power in the
proper phase and voltage and site grounding to support the requirements of the
system described.
• Any site/location upgrades or modifications are the responsibility of the City.
• Approved local, State or Federal permits as may be required for the installation
and operation of the proposed equipment are the responsibility of the City.
• Any required system interconnections not specifically outlined here will be
provided by the City. These may include dedicated phone circuits,microwave
links or other types of connectivity.
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EXH I BIT A V1.5
STATEMENT OF WORK: ASTRO
CONNECTNWSERMCES
SERVICE LEVEL AGREEMENT/ KEY
PERFORMANCE INDICATORS
This Statement of Work is an integral part of the ASTRO Connectivity Services Agreement
between Motorola Solutions, Inc. (Motorola) and the City of Fort Worth or other applicable
signed agreement between the parties ("Agreement") and is subject to the terms and
conditions set forth in the Agreement.
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SERVICE LEVEL OBJECTIVES
AVAILABILITY
Details of Service Level: For the ASTRO Connectivity service, the availability metric of the connectivity
link per physical circuit will be provided to the City. If the link has backup, this is factored into the
availability calculation.
Availability (%) = ( 1 — (Total Eligible Hard Outage Minutes per Service per month 30 days * 24 hours/day
* 60 minutes/hour) )x 100.
Availability is influenced by a number of factors including network design, equipment, backhaul, and
environmental factors. Any delay, act or omission on the part of the City or other third party other than a
local access provider over which MSI exercises control that causes or extends an outage shall be
excluded from the availability calculation. These are inclusive but not limited to:
• Delays in installation related to City actions, moves or scheduling difficulties
• Delays resulting from changes to a previously accepted order for Service from
the City
• Any delays resulting from unavailability of the City's premises, equipment, or
facilities required for service
• Delays attributed to extending the Local Access demarcation point
• Delays resulting from inaccurate or incorrect order information from the City
• Delays resulting from an order suspension due to credit issues involving the
City
A planned outage is defined as an outage where Motorola is able to give the City advanced notice of an
outage and the maintenance window does not exceed greater than 10% of what was predicted. If a
planned outage exceeds 10% of the time that was predicted, the outage will be identified as an agenda
item for discussion the next meeting. The group will then determine how to categorize the outage as a
result.
A.1.1 Hard Outage is when there is a complete loss of connectivity service where the City
cannot use the service and is prepared to release it for immediate testing. Planned
outages are not eligible for inclusion in calculation of the connectivity availability
metric.
Service metric:
• The target connectivity availability metric per link at the various sites (e.g., core
sites, remote sites) is 99.9% per calendar month
The metric will be provided with connectivity availability determined by computing the total number of
eligible hard outage minutes per priority 1 trouble tickets in a calendar month for a specific customer
connectivity service link divided by the total number of minutes based on a 30-day calendar month.
Availability is calculated after a trouble ticket is opened and represents the percentage of time that the
circuit is available within a given calendar month.
Force Majeure shall apply to Connectivity Availability. Motorola shall provide continuous commercially
reasonable effort to restore any System components affected by a Force Majeure event.
Minimum Measurement: All active network sites during the reporting period, i.e., mobile sites will only be
included when active.
Measurement Window: 7x24
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Reporting Period: Monthly
System Connectivity Service Target Service
Level Level
Core Connectivity Baseline 99.9%
Remote Site Connectivity Baseline 99.9%
VVl1 e'CtiVL A\r{.1VliJ
If an SLA falls below the Commit level in a calendar month, Motorola Solutions commits to
perform a root-cause analysis, and create an action plan how to remedy the problem and
restore the service at or above Commit level. The action plan will be presented to the City on
an on-going basis. Corrective actions may be a shared responsibility between Motorola
Solutions and the City. Actions not taken by the City will negate service level objectives.
Key performance indicators
Key Performance Indicators (KPI) are important performance measurements for the network
that are measured and reported on a continuous basis. KPIs are a mutually agreed upon set
of measures between Motorola Solutions and the City.
Service Priority Levels
This Section provides descriptions of the Service Priority Levels associated with incident handling and
availability measurements.
Priority Criteria
Critical Total loss of Connectivity Service or degraded Connectivity Service to the
P1 extent that it is unusable by the City and the City is prepared to release its
Service for immediate testing. A Hard Outage has Priority 1 Service
restoration priority.
High Degraded Connectivity Service; however the City is able to use the Service
P2 and is not prepared to release its Service for immediate testing.
Medium A problem with the Service that does not impact the functionality of the
P3 Service.
Low Non Service affecting requests (e.g. a City request for an incident report)and
P4 all other queries not covered by Priority 1 —3 above. Scheduled maintenance.
Page 19 of 19
Soto, Vania Elizabeth
From: Estrada,Angela
Sent: Monday,June 22, 2020 8:03 AM
To: Soto, Vania Elizabeth
Subject: FW: Ft Worth_Managed Services_MSI_Change 2_6.16.20
Vania, please see response from JB.
From:Strong,JB
Sent: Friday,June 19, 2020 2:21 PM
To: Estrada, Angela <Angela.Estrada @fortworthtexas.gov>; Girton, Alan <Alan.Girton@fortworthtexas.gov>
Subject: RE: Ft Worth_Managed Services_MSI_Change 26.16.20
I think we can record this one as—A2 with City Sec.
John B. Strong (JB)
Assistant City Attorney
200 Texas St.
Fort Worth,TX 76102
(817) 392-7627
John.Strong@fortworthtexas.gov
Due to the ongoing coronavirus pandemic,the Fort Worth City Attorney's Office has implemented a department-wide
telework and all staff, except the City Attorney, are working remotely. You may communicate with me by using my
customary email address and telephone extension number.
City of Fort Worth— Working together to build a strong community.
ORTWORTH,
4
RECIPIENTS-PLEASE CONTACT ME PRIOR TO FORWARDING MESSAGES DESIGNATED AS
ATTORNEY-CLIENT COMMUNICATIONS.
This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity
to which they are addressed. This communication may contain material protected by the attorney-client privilege. If you
are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that
you have received this e-mail in error and that any use,dissemination, forwarding, printing, or copying of this e-mail is
strictly prohibited. If you have received this e-mail in error, please immediately notify John B. Strong at the City of Fort
Worth City Attorney's Office (817) 392-7627.
From: Estrada,Angela
Sent: Friday,June 19, 2020 10:31 AM
To:Strong,JB<John.Strong@fortworthtexas.gov>; Girton,Alan <Alan.Girton@fortworthtexas.gov>; Casey Moore
<casey.moore@motorolasolutions.com>
Subject: Fwd: Ft Worth_Managed Services_MSI_Change 2_6.16.20
1
JB,please advise is this an issue.
Get Outlook for iOS
From:Girton,Alan<Alan.Girton@fortworthtexas.gov>
Sent: Friday,June 19, 2020 10:27:28 AM
To: Estrada,Angela <Angela.Estrada @fortworthtexas.eov>; Casey Moore<casey.moore@motorolasolutions.com>
Subject: RE: Ft Worth_Managed Services_MSI_Change 2_6.16.20
The first was an amendment instead of a change. Does this mess us up?
Thanks,
Alan Girton
(817) 392-8484
From: Estrada,Angela
Sent: Friday,June 19, 2020 10:25 AM
To:Girton,Alan <Alan.Girton@fortworthtexas.gov>;Casey Moore<casey.moore@motorolasolutions.com>
Subject: Fwd: Ft Worth_Managed Services_MSI_Change 2_6.16.20
Please read message from vania.
Get Outlook for iOS
From:Soto,Vania Elizabeth <Vania.Soto@fortworthtexas.eov>
Sent: Friday,June 19, 2020 10:07:47 AM
To: Estrada,Angela <Angela.Estrada @fortworthtexas.gov>
Cc: Pannell,Anabelle<Ana belle.Panne ll@fortworthtexas.gov>
Subject: RE: Ft Worth_Managed Services_MSI_Change 2_6.16.20
So the contact number for this is 48412?
The contract states this is Change No. 2 but I don't have Change No. 1 on file. Do y'all have a copy of this
change?
Vania E. Soto
Administrative Assistant
City Secretary's Office
817-392-6090
V ania.S oto g fortworthtexas.g_ov
From: Estrada,Angela
Sent: Friday,June 19, 2020 8:39 AM
To:Soto, Vania Elizabeth<Vania.Soto@fortworthtexas.gov>
Cc: Pannell,Anabelle<Ana belle.Pan nell@fortworthtexas.gov>
Subject: RE: Ft Worth_Managed Services_MSI_Change 2_6.16.20
Vania, I sent the contract back to you.
From:Soto,Vania Elizabeth
Sent:Thursday,June 18, 2020 4:38 PM
2