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HomeMy WebLinkAboutContract 48412-A3 OrORCMA SOLUTIONS CHANGE ORDER 003 CSC No.48412-A3 Change Order No. 003 Date: 12/16/2021 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 Nice, Change from Gold Level Support beginning (CY22) to Silver and discontinue service Aug 31, 2022 • Add APX Next equipment to managed services (CY22) • (The APX Next/Vigi server and two firewalls are equipment only being added to the managed services from the original agreement. No additional services are included in this change order such as Motorola SmartLocate) • Add Siren Support Add CirrusCentral Advanced • Extend Astro Connectivity to Dec 31 2029 City of Fort Worth: Contract Contract# 48412 Contract Date: Motorola Solutions Contract: 1/1/2017 S00001020876/USC000027452 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 1 through 1 $7,863,842.27 This Change Order: $ 0.00 New Contract Value: $21,185,529.01 Completion Date Adjustments Original Completion Date: 12/31/2024 Current Completion Date prior to this Change Order: 12/31/2029 New Completion Date: 12/31/2029 OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX orORC)LA SOLUTIONS CHANGE ORDER 003 Changes in Equipment: (additions, deletions or modifications) Additional OptiWarn Sirens (SOW Exhibit B) APX Next Changes in Services: (additions, deletions or modifications) Addition of APX Next equipment to existing Managed Services Change Nice Gold to Silver beginning CY22 and remove beginning Sept 12022 Addition of Siren Services Addition of Cirrus Central Advanced Extension of Astro Connectivity to December 31 2029 Schedule Changes: (describe change or N/A) N/a Pricing Changes: (describe change or N/A) This is a zero cost Change Order Nice Remove Gold $-1,124,194.65; Add Nice Silver$45,833.47; Add APX Next Core Hardware $70,593.41; Add Siren Support$200,529.91; Add CirrusCentral Advanced $320,000; Extend Astro Connectivity$607,738.05; CO 3 Bundle Discount (120,500.20) Customer Responsibilities: (describe change or NIA) 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 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. Valerie Wmhi,gt,,(F,b 1,202214:56 CST) Printed Name: Paul Newman Printed Name: Valerie Washington Title: Regional Service Manager Title: Assistant City Manager Date: 1/26/22 Date: Feb 1, 2022 Reviewed by: Kevin Douglas Date: 9/20/2021 Motorola Solutions CSM OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX OrOR LA SOLUTIONS CHANGE ORDER 003 Exhibit A PRICING MANAGED SERVICES APPROACH 2017 20M 20B 20M 20H 2022 20B 2024 205 20M 2027 20M 2ON Total Managed Core Servires $598,488m $607,46532 $616,577.30 $625,82596 $635,213.35 $644,74155 $654,41267 $6M,22886 $691,123.14 $702,944.61 $715,mS50 $727,30561 $739,85172 $8,623,183.59 Managed RF Site/Consoles $784,70Sm $804,45552 $816,52235 $8J8,77Q18 $841,20174 $853,819.76 $866,627.06 $8]9,62fi46 $914,81152 $933,107.75 $951,769.90 $9]O,mS30 $9m,22141 $11,436,443.95 ISSI(Dallas) $18,882.m $19,165.B $19,452.M $19,744.M $2Q040.67 $2Q341.M $2Q646A0 $2Q956.W $21,794.33 $22,2W.22 $22,674.M $23,128.32 $23,5W.M $2R,66J.47 WAVE $17,898.W $42,995.W $43,640.86 $44,295.47 $44,959.m $45,634.W $46,318.M $35,2m.W $321,003.77 NICE(Gold Level Support) $11Q401.64 $113,713.69 $117,12510 $12Q63885 $124,25802 $127,99576 $131,82533 $135,7MO9 $14Qm7.27 $142,m7.42 $145,66157 $M,57EM $151,54837 $1,J10,3M.95 CONNCT $4,540.m $4,m8.10 $4,07.22 $4,747.38 $4,818.59 $4,M97 $4,964.23 $5,038.7C $5,240.25 $5,M5.05 $5,451.95 $5,560.99 $5,02.21 $65,555.% Diagnsos $5,183.66 $1Q678.M $1Q998.m $11328.65 $11668.51 $12,018.57 $12,379.12 $12,7%.M $87,IM.W Tecb..IMCredit ($40QWO.00) ($10Q000.W) ($10Q000.W) ($10Q000.W) ($10Q000.W) ($1OQ000.00) ($1OQ000.W) CSC48412A3 -$1,om,omoo CREDIT-Removal of ($33,995.85) ($12,018.57) ($12,379.12) ($12,750.%) Diag.ostXA2 -$73,144.04 CREDIT-SDMA2 ($20,m0.W) -$m,m0A0 Servim Bundle ($100,000.M) ($100,000.M) ($100,000.M) ($104000.m) ($100,000m) Dismunt A3 $SOQOm.m Extension A4-0O2 $35,643.33 $8Q078.65 $87,369.B $51,408.W Astm Connectivity Servims(August 1, $2®,S 73 2020-I.Iy31,21T23) AS-CO3 $7,400.m $7,M.m $8,158.50 $8,M6.43 $8,994.75 $9,4MA8 $9,M6.71 $1Q412.M APX N.. $7Q593A1 AS-Siren Support $21,Om.m $22,0%.m $23,152.m $24,310.00 $25,525.00 $2Qm1.M $28,142.m $29,549.m $200,52A91 AS-Remove Nim ($127,W5.M) ($131,825.33) ($135,7m.09) ($14QW7.27) ($142,m7.42) ($145,663.57) ($148,576.M) ($151,548.37) Gold Level5upport -$1,12A,190.65 AS-Add Nice Silver $19,266.05 (SxS supp.rt)f.,911 tan 1-Aug 31,2022 $19,266.05 AS-Add Nice Silver $2Q567.42 (&S support)£., $2456J.42 Radio Jan 1-Aug 31,2022 AS-CirtusC—1 $44Om.m $44Om.m $4QOm.m $4QOm.m $4QOm.m $4QOm.m $40,0m.m $40,0m.m Ad-.md 5ubscdptio.RF $331,OMOD sites AS-Continue Astm $38,m1.M $91,3m.74 $92,731.B $9Q122.12 $95,533.95 $94966.% $98,421.47 Connectivity (Augus[1,2023- $6m,73805 December 31,WN AS-CO3 Bundle ($15,m0.00) ($15,500.W) ($16,m0.W) ($17,m0.W) ($18,m0.00) ($19,Om.W) ($20,m0.20) ($12Q500.M) D.sm Total $1,540,1198.60 $1,JD3,082.12 $1,528,990.23 $1,SB0,990.32 $1,614,M.58 $1,6J1,m1.06 $1,07,7D.76 $1,652,281.55 $1,02,5M.931 $In5,2ffl.Wl $1,748,682.52 $1,M2,8M.Wj $1,S17,739.O4 $21,18S,529.01 orORC)LA SOLUTIONS CHANGE ORDER 003 Exhibit B Siren Statement of Work OVERVIEW OF SERVICES This section briefly describes the services the City of Fort Worth, TX will receive for Siren support. The Motorola Solutions Service Desk serves as an ingress point from authorized parties for siren system [OptiWarn] support requests 24 hours a day, 7 days a week. Tracking and resolution of issues, and timely communication with all stakeholders is based on the nature of the incident. Incident Management Support The Incident Management service provides telephone consultation for technical issues that require a high level of MC-IOT experience and troubleshooting capabilities. Support is delivered by a staff of specialists skilled in diagnosis and resolution of infrastructure, applications performance, and operational issues. • The City of Fort Worth, TX will call the service center and give a brief description of the issue, including severity of issue, along with a call back number and email address. • The City of Fort Worth, TX will be emailed a ticket number assigned to the new issue. • Primary support engineers will respond by phone or email in accordance with Section 5: Priority Levels and Initial Response Times to further clarify the issue and begin issue resolution. • Updates via email will be sent to the customer referencing the assigned ticket number so the City of Fort Worth, TX may follow the progress until resolution. • Once the City of Fort Worth, TX is satisfied the issue has been resolved, the ticket will be closed. Incident Management is available Monday through Friday between the hours of 8:00 AM and 5:00 PM Central Time and 24 hours a day, 7 days a week for critical and high incidents. Physical onsite support is not included in this services support offer. "Onsite", "Preventative Maintenance", "Dispatch", "SUA (Hardware Refresh)", are not part of this Offer, therefore Services will not be provided. If required for a customer proposal, a quote request will need to be made for the Service Remote Connection and Support Remote support, in cases when issues arise a remote login to the system might be needed to allow the OptiWarn engineering team to log into the system to diagnose and analyze the issue in order to provide the City of Fort Worth, TX with the desired resolution. The City of Fort Worth, TX will provide remote internet access. This access is available 24/7 to allow remote support. The following support engineers may have to remotely access the system: • Todd Brauer - Mobile Communication of America • Curt Flauter - Mobile Communication of America • Matt Blaskowski - Mobile Communication of America orORC)LA SOLUTIONS CHANGE ORDER 003 Hardware Repair The equipment and Motorola software is warranted for one (1) year after system acceptance. Motorola Solutions provides a hardware repair management service for identified infrastructure equipment supplied by Motorola Solutions. A Motorola Solutions Repair Organization manages the repair logistics of the MC-Edge, ACE1000, and ACE3600 RTU product. Motorola will then receive and handle the repair logistics for your returned unit. Customers will be billed separately for repairs. Software Maintenance Motorola Solutions will periodically develop Software Updates for the MC-IOT components. Software Updates reflect changes to Motorola Solutions and vendor software and typically includes defect fixes and in some cases new feature content. Software Updates will be evaluated and released per Motorola Solutions' roadmap with no pre-determined cadence. Motorola Solutions will engage and coordinate the deployment and installation of any and all patches required to eliminate the bug(s). 3 Centralized Support Operations Center Information Customer Number is: 1012858843 Site ID(s): - Critical & High Priority Issues: SZ044A1 D1 - Medium & Low Priority issues: SZ044A1_(IOTSIREN) Support start date: See Table Appendix A Support end date: See Table Appendix A orORC)LA SOLUTIONS CHANGE ORDER 003 How To Obtain Technical Support How to Obtain MC-IOT Service or How to report an issue with your MC-IOT System Action Information M I Call the Support Operations Critical & High Priority Issues: 1-800-513-0044 PIN# 46266 Center Medium & Low Priority issues: 1-800-MSI-HELP option 1 (field service), then 2 (new ticket) Provide Customer Name & Site Customer Name: The City of Fort Worth, TX ID Site ID - Critical & High Priority Issues: SZ044A1D1 Site ID - Medium & Low Priority issues: SZ044A1 IOTSIREN Provide your contact Caller name information Contact phone number Time available for call Email address Describe Issue Provide Description of the Issue Ticket Number Generated Caller will receive Ticket number for tracking service request Ticket Assignment The Customer Support Representative will determine a course of action and assign the Ticket to the appropriate support team Ticket Status Caller may check status at any time by calling the Centralized Support Operations Center Select Option 1 Priority Levels and Initial Response Times pCnkficalritical System Impacting events with no predetermined workaround procedure: 1 hour • Complete MC-Edge, FEP, or Control Center Outage (no 24x7x365 redundancy) • Complete loss of critical functions or applications High Major System Impacting events on customer operations, including: persistent reduction in capacity or functionality of primary services • Loss of system capacity (up to 33% of resources) • Complete loss of provisioning and system manager 4 hour functions 24x7x365 • Persistent failure of a redundant components during failover testing Medium Minor System Impacting events that impact the functionality, efficiency or usability of primary services with no significant impact 24 hours on customer operations. M-F 8AM to 5PM Incident is localized, intermittent, and/or a viable work-around is available. OrORCMA SOLUTIONS CHANGE ORDER 003 Low General inquiries; defined as service request or request to track work. The following are examples: 24 hours • Scheduled maintenance M-F • Request for information 8AM to 5PM MOrORC3LA SOLUTIONS CHANGE ORDER 003 CIRRUSCENTRAL MANAGEMENT SUA STATEMENT OF WORK CirrusCentral Management and Call Processing Overview Cloud-based P25 Solutions Motorola Solutions continues to make advancements in technologies to bring value to our customers.As Motorola Solutions maintains its P25 technologies,cloud-based technologies will be part of Motorola Solutions' roadmap and may be subject to additional cloud terms and conditions. CirrusCentral is a new suite of capabilities for the ASTRO 25 platform. This Statement of Work (SOW) outlines the roles and responsibilities for current and future CirrusCentral Cloud technologies and deployments as part of the SUA deliverables. Enablement of Cloud Technologies via the System Upgrade Agreement (SUA) Cloud technologies enable the delivery of additional functionality through frequent updates ensuring the latest in ASTRO 25 patching and features are available at all times. Cirrus also provides insight into network fault and performance management.As part of recurring updates to the cloud infrastructure,the security posture of the core is enhanced through the security patching delivered as-needed and the use of world class cloud monitoring tools. Enablement of these technologies will be delivered via the SUA and planned for implementation during the upgrade planning process at the time of the next upgrade beyond the ASTRO 25 7.18 release. Future upgrades will contain an increasing migration of capabilities of ASTRO 25 to the cloud. To provide end-to-end operation and availability of the ASTRO 25 P25 system, and align the network with Cirrus Cloud technologies,Motorola Solutions will continue to provide upgrades to equipment located at Customer sites,as necessary,following deployment of cloud technology,per the existing SUA contract. Equipment Requirements The equipment identified in this section is the minimum required for Cirrus operation.In the event of additional Customer requirements,this list may be expanded. During the Customer's subscription,hardware upgrades such as end of life or hardware obsolescence,and associated implementation services,will be provided to continue operations as necessitated by the latest CirrusCentral Management updates.Motorola Solutions will provide the Customer with the hardware and software refreshes at the cadence specified in the existing SUA agreement. OrOR LA SOLUTIONS CHANGE ORDER 003 Motorola Solutions will provide certified hardware version updates and/or replacements necessary to upgrade the system with an equivalent level of functionality. Hardware will be upgraded and/or replaced if required to maintain the existing features and functionality. Any updates to hardware versions and/or replacement hardware required to support new features or those not specifically required to maintain existing functionality are not included. Cirrus Platform Hardware Components • This equipment will be deployed as necessary as part of an on-going SUA agreement: - CirrusNode - Edge Compute device. - Cloud Firewall. - Hub Site Router. - Hub Site Switch. - LTE Backhaul Router. • Deployed equipment will be owned by the Customer. For all non-cloud P25 equipment and software, the terms of the existing SUA still apply. Installation Preparation Operation of CirrusCentral Management requires a minimum ASTRO 25 infrastructure software version and specific hardware components including the following: • ASTRO 25 version 7.18 or later. • Northbound Interface and Provisioning Manager Interface licenses. • DMZ Firewall and DMZ SW. • Internetworking Firewall. Configuration for Cirrus System Management Once the CirrusCentral Management specific hardware components are available,network configurations must be added to the ASTRO 25 system. A Motorola Solutions System Technologist will install and configure these items during the deployment. The configuration should take no longer than a few hours onsite, and sign-off will be achieved when the success criteria are met. Backhaul Connection to the Cirrus Platform There are multiple options to connect the Customer's site to the CirrusCentral Management platform. These include the following: • Verizon 4G LTE Provided by Motorola Solutions -Complimentary modem is provided to the Customer at time of installation. Subject to the Terms and Conditions of the Agreement and the Verizon Service Terms Addendum. • Existing NOC Connection Provided by Motorola Solutions -Where the capability and bandwidth exist, at Motorola Solutions' discretion, this connection may be used. OrOR LA SOLUTIONS CHANGE ORDER 003 • Motorola Solutions ASTRO 25 Connectivity Service (ACS) —This option may be chosen as part of a more complete backhaul solution for the whole network and is subject to the terms and conditions of the Agreement and the Transport Connectivity Addendum. • Customer-Provided —The Customer may provide an alternative connection, which should be active prior to CirrusCentral Management installation. Operatior, Following sign off, the Cirrus cloud component(s)will be operational in the Customer's network. Roles and Responsibilities For each element of functionality delivered within the cloud,the roles and responsibilities of Motorola Solutions and the Customer may change from existing agreements. The following indicate roles and responsibilities for all current and future elements migrated to the cloud. Motorola Solutions Responsibilities Preparation • Schedule a kick-off call between Customer and Motorola Solutions project managers. • Establish a communications plan. • Review project work plan, schedule, and resources. • Provide standard product collateral, including Command Central Admin Guide, Video Tutorials, and FAQ Document. • Review the current ASTRO 25 system and document the availability and configuration of the components required for CirrusCentral Management deployment. • Identify any software upgrades or additional equipment required to support CirrusCentral Management. • Identify additional telecommunications requirements for connectivity to the CirrusCentral Management cloud platform where necessary. Configuration • Prepare CirrusCentral Node(s) prior to installation. • Install Hardware (rack mount server) on ASTRO 25 Customer Enterprise Network (CEN). • Configure ASTRO 25 components to allow access to CirrusCentral Management hardware. • Configure firewall. • Create a CirrusCentral Management user account in Active Directory (AD). • Upload Provisioning Manager Interface (PMI) and North Bound Interface (NBI) Licenses to ASTRO 25 License Manager. • Configure Provisioning Manager. • Configure Northbound Interface (NBI). • Where necessary, deploy and configure any additional telecommunications equipment for connectivity to the CirrusCentral Management cloud platform. OrOR LA SOLUTIONS CHANGE ORDER 003 • Verify project deliverables have been received by the Customer's Project Manager. • Confirm with Customer that CirrusCentral Management is available for the Customer's beneficial use. Traininc • Provide the Customer access to all training videos for CirrusCentral Management. • Provide the Customer frequently asked questions and help guide. Operation • Provide authorized access to CirrusCentral Management via an identity management system. • Maintain, update, and monitor the CirrusCentral Management cloud platform including the on-premise CirrusCentral Management hardware where applicable. • Maintain and monitor any additional telecommunications equipment and links required for connectivity to the CirrusCentral Management cloud where necessary. • Deliver regular feature and security updates to the CirrusCentral Management platform. Updates will be notified using the CirrusCentral Portal. • Provide technical support, security control, and service improvements related to CirrusCentral Management cloud elements. Customer Data may be accessed by Motorola Solutions employees residing outside of the Customer's country for the sole purpose of providing such support. Exclusions • Motorola Solutions support for Customer-provided connectivity to the cloud application. • Non-CirrusCentral Management related infrastructure configuration changes including software, security, and antivirus patches. Customer Responsibilities Preparation • Coordinate and schedule hardware installation to minimize the impact on production operation. • Coordinate with Motorola Solutions to schedule and engage the appropriate Motorola Solutions resources for a hardware upgrade. Provide rack location and power for where CirrusCentral Management hardware can reside at the Customer's master site. Two Rack Units (RUs) of space for each direct connect set-up. Minimum four RUs of space for a hub connect setup. Additional space will be calculated based on how many sites the Customer will be connecting to the cloud. Load Northbound Interface and Provisioning Manager interface entitlements to the Customer's system. Configuration • Work with Motorola Solutions to deploy all integrated hardware components of the solution within the Customer environment and maintain in good working condition. OrOR LA SOLUTIONS CHANGE ORDER 003 • Network Administrator to provide access to the on-premise configuration applications (UEM, PM, AD). • Provide Motorola Solutions with upgrade completion sign off. • Network Administrator to provide access to the DMZ firewall for configuration. • Provide confirmation of receipt of project deliverables with the Motorola Solutions Project Manager. Training • All resources who will be using CirrusCentral Management will review training materials. Operation • Maintain all hardware and ASTRO 25 system on a supported version. • Cooperate with Motorola Solutions and perform all acts that are reasonable or necessary to enable Motorola to provide upgrade services. • Participate in the handover teleconference. Assure that the System Administrator(s) understand the support process and have the correct contact information. Throughout the Subscription • Maintain an active SUA agreement for the non-cloud components of the P25 network. • Where not provided by Motorola Solutions, establish and maintain internet connectivity between on premise radio solutions and the CirrusCentral Management cloud platform. Service Level Agreement Service Desk The Service Desk is staffed 24/7/365 by experienced staff,including service desk specialists, security analysts, and operations managers. It provides a single point of contact for all service related items,including communications between the Customer, Motorola Solutions, and third- party subcontractors. The Service Desk processes Customer enquiries, service requests, service incidents, change requests, and dispatching, and communicates with stakeholders in accordance with predefined response times. All incoming transactions through the Service Desk are recorded,tracked, and updated through the Motorola Solutions Customer Relationship Management("CRM") system. Technical Support Unless otherwise identified in this SOW, the Customer's existing ASTRO 25 Service Agreement(Essential, Advanced,Premier)will apply in regards to pre-existing support services. CirrusCentral Management The priority level definitions and response times apply for cloud-based elements, as listed in the table below. Initial Technical Response is defined as acknowledgement to the Customer that an incident has occurred. MOrOR LA SOLUTIONS CHANGE ORDER 003 ResponseDescription Initial Technical Critical 131 Product or Software defect which gives rise to: 1 hour • Greater than 25% loss of functionality attributed to cloud resources, excluding 24/7 local device and ASTRO 25 system connectivity issues. • Functional failures affecting more than 50% of devices. High P2 Product or Software defect which gives rise to: 4 hours • Greater than 5% loss of functionality attributed to cloud resources, excluding 24/7 local device and ASTRO 25 system connectivity issues. • Functional failures affecting more than 15% of devices. Medium P3 Product or Software defect which gives rise to: 24 hours • Between 1-5% loss of functionality attributed to cloud resources, excluding 8 x 5 business hours local device and ASTRO 25 system connectivity issues. • Functional failures affecting LESS than 15%of devices. Low P4 Items include: 7 business days • Documentation questions. • General informational questions. • Other Investigations not marked as a higher priority level. For issues deemed to be Critical P1, High P2, and Medium P3, the Customer should make contact with Motorola Solutions personnel via telephone. Communication via email, SMS, or any web chat applications shall not be accepted as proof of notification given the delayed and non-guaranteed nature of the mode of communications. All emailed requests will be treated as Medium P3 incidents. The above Response Goals shall not be applicable during the occurrence of a Force Majeure event(acts of God, including earthquakes and floods). Support hours are lam- 7pm CST Monday through Friday,excluding US holidays. In addition, Customers may contact the Call Management Center(800-MSI-HELP)at any time (24/7) and a Motorola representative will log a technical request on Motorola Solutions Case Management System on the Customer's behalf. If the CirrusCentral solution is integrated into an ASTRO 25 system that is serviced under a Premier contract,the Customer's Premier Contract SLAB apply. Availability Motorola Solutions will make commercially reasonable efforts to provide monthly availability of 99.9%for CirrusCentral Management services with the exception of maintenance windows, complementary LTE cloud connectivity,telecommunication circuit availability/performance between Customer sites, and any on-premise core and/or between any on-premise equipment and the CirrusCentral Management Cloud.There are many factors beyond Motorola Solutions' control that may impact Motorola Solutions' ability to achieve this goal,including but not limited to a Force Majeure event. MOrOR LA SOLUTIONS CHANGE ORDER 003 Scheduled Maintenance For scheduled maintenance windows,Motorola Solutions will use commercially reasonable efforts to notify the customer via the CirrusCentral Management portal within 48 hours of a planned maintenance window. Scheduled maintenance will impact all customers,therefore it is not possible for Motorola Solutions to align to individual customer requests for specified maintenance windows. CirrusCentral Management Solution Overview CirrusCentral Management provides users with tools to troubleshoot the system network faults and provides Customers with insights into their network. When deployed,CirrusCentral Management also provides insight into the CirrusCentral Core.These applications supplement any ASTRO 25 system management applications enhancing the current network management suite and providing access from anywhere. Better Insights, Better Decisions CirrusCentral Management provides benefits for all user types,from a system manager who wants to understand their system's performance details,to an E911 director who wants to see the system performance issues at a high level. These benefits center on a single dashboard that provides access to all the reporting tools and detailed trends needed for efficient management. The live dashboard offers a full overview of system health and performance. It also can display specific points of interest with minimal input from administrators.Reporting capabilities help system managers assess the performance of their network. This helps identify anomalies and determine the need for system configuration changes or expansions. CirrusCentral provides more comprehensive insights into operations and system health with the following features: • System Health Dashboard —View system health metrics and at-a-glance status of voice, data, links, and network services from the dashboard. This helps identify issues and improve system restore times. • System Performance Trends — Call trends broken out by call type. • Alarms & Event List—View real-time faults on your system. Operate and Troubleshoot Efficiently The CirrusCentral Management interface offers more information at a glance to help system managers troubleshoot and resolve events on site or remotely. Due to the cloud-based nature of the application,features are regularly updated: • Topology Drill Down — Navigate your system tree and view device details in a topology drill- down menu. This view shows fault data and devices with reported issues. • Always Up-to-Date — Receive rapid feature delivery and access to the latest software and security releases from the cloud. • Provisioning —Search for radios and edit them within the application. • Diagnostic Commands — Perform remote diagnostics, verify device status, change device state, and reset devices remotely. orORC)LA SOLUTIONS CHANGE ORDER 003 Access Anywhere CirrusCentral Management provides system managers secure,web-based access to fault and performance management from anywhere. This enables personnel to employ critical tools and deal with emergencies from fixed or mobile locations. The CirrusCentral Cloud is accessed from ASTRO 25 25 RNI through the DMZ Firewall and CirrusCentral Modem.Users securely log in via Chrome browser. Easy access to SMS and email fault notifications alerts users of potential issues even when they are not signed in. Support for CirrusCentral Core CirrusCentral Management is the foundation for support of CirrusCentral Core,Motorola Solutions' cloud-based P25 core. Benefits of Cloud Architecture CirrusCentral's cloud-based architecture provides the following capabilities: • Single Secure Sign-on —Access all your system management tools with a secure, two- factor authentication single sign-on. • Scalable Access — Give more users access and visibility. CirrusCentral grows and adapts alongside operations without the need for additional hardware. • Mobile Optimized —Access CirrusCentral capabilities from anywhere in the field via mobile phone, tablet, or PC. Historical Data Storage The CirrusCentral Management solution includes 90 Days of Historical Data storage. Additional data storage is available as an option for purchase. CirrusCentral Basic within SUA The CirrusCentral Management solution is included with the existing SUA agreement for no additional charge. It includes the following: • 5 User Accounts. • 90 Days of Historical Data Storage. • System Health Dashboard —At a glance view of the overall system health. • Alarm and Events List—A list of real-time faults reported in the system. • System Topology Drill Down —A hierarchical view of the customer system with the ability to move up or down the system tree to see the device relationships. Faults are also incorporated into this view. • Provisioning —Search for and edit radios on the Customer system. Add/Remove/Clone radios. • Diagnostic Commands — Perform remote diagnostics, verify device status, change device state, and reset devices remotely. OrORC)L A SOLUTIONS CHANGE ORDER 003 CirrusCentral Management Advanced CirrusCentral Management Advanced provides enhanced features for an additional charge. This functionality provides greater insight into network operation, flexible fault event groupings, and configurable notifications. The advanced feature capability includes the following: • Unlimited User Accounts. • 1 Year Historical Data Storage. • Alarm Aggregation - Group alarms together using manual groupings or automatic rules for a more concise view of system faults. • Anomaly Detection - By analyzing events and activity, Anomaly Detection gains a baseline of what is normal for the specific radio system. Unusual events and activity will then be detected and reported for the system manager to investigate. • Call Monitoring -View live call traffic by talkgroup, channel, and site on your system. Identify channel faults and quickly see live affiliations per site. • Email and SMS Fault Notifications - Customizable fault notifications via SMS or email based on alarm severity. • Reporting: - Radio Activity-A report that shows registrations, affiliations, and site switching of radios in your system. - Availability-A report that shows your ASTRO 25 system availability at a site or system level. - Utilization -A report that shows the percent of system resource use. - Billing -A report that shows PTTs and Talktime by talkgroup or agency (July'21). - Communication Issues - A report that provides details about system busies and rejects. - Cloned ID -A report to identify Duplicate Radio IDs in your system. • Site Load View-A real-time view of each site's loading capacity and wide-trunking status. Amendments to Existing SUA Agreement For those capabilities delivered from the cloud, the following amendments are made to the existing SUA Statement of Work(SOW) document. Amendments The term Core Owner is modified to mean the entity responsible for the primary system operation. The migration of capabilities from ASTRO 25 on-premise core to CirrusCentral is not considered a platform migration and is therefore included within the deliverables OrOR LA SOLUTIONS CHANGE ORDER 003 Statement of Work NICE Silver Maintenance with Remote Access Overview Motorola utilizes NICE equipment to provide a complete,reliable and robust solution for Customer audio recording requirements. 1.0 Description of Services Motorola System Support Center (SSC) will initiate the Customer service request to NICE Systems, Inc. (NICE). NICE will deliver services identified in the NICE Silver Maintenance tables provided in this SOW. Post warranty services provided by NICE include phone coverage, on site support and hardware support for applicable NICE IP Logging Equipment integrated within a Motorola network or MCC 7500 console site. The terms and conditions of this Statement of Work(SOW) are an integral part of Motorola's Service Terms and Conditions or other applicable Agreement to which it is attached and made a part thereof by this reference. 2.0 Motorola has the following responsibilities: 2.1 Respond to request for post warranty support for the Restoration of a failed System. 2.2 Collect model,serial number information,customer name and customer contact. 2.3 Provide a case number. 2.4 Contact NICE support and provide them with customer,case number,model,and serial number information. NICE will contact the customer/field team and work the issue to completion. 2.5 Advise caller of procedure for determining any additional requirements. 2.6 Coordinate resolutions with agreed upon third party vendor. 2.7 Close the case once the NICE issue has been resolved. 3.0 Customer has the following responsibilities: 3.1 Contact Motorola System Support Center(SSC)to initiate a service request. 3.2 Provide model and serial number. 3.3 Provide a contact name and contact phone number. 3.4 Allow NICE continuous remote access to the customer's ASTRO®25 radio network for support of the MCC 7500 IP logging recorder,Archiving Interface Server(AIS), and replay station(s). 3.5 Provide system information in Section 8.0 4.0 NICE has the following responsibilities: 4.1 Provide repair return authorization numbers to Customer. 4.2 Provide services in accordance with Table 1,per the time zone where the equipment resides,Monday through Friday,excluding holidays,and within the normal response times. 4.3 Receive malfunctioning hardware from Customer and document its arrival,repair and return. 4.4 Perform the following service on NICE hardware: 4.4.1. Replace malfunctioning components.NICE will use commercially reasonable efforts to repair or replace,in its discretion,any hardware found to be defective under normal and proper use and service during the contract period. An in-coverage unit will be repaired and returned at no charge except for under the following conditions: (1)The unit has been modified or damaged due to improper packaging;or (2)If a unit is received for repair and found operable in accordance with current NICE standards, it will be classified as"no trouble found"and it will be returned in the same condition in which it was received. OrORCMA SOLUTIONS CHANGE ORDER 003 4.5 Coordinate any repair activity with Motorola and Customer to ensure resolution 4.6 On site reporting the NICE service provider(SP)will: 4.6.1. Arrive at the Customer site and go directly to the Customer contact 4.6.2.When SP is ready to leave,notify the Customer contact 4.6.3.Provide verbal reports to the Customer contact on all work complete and in progress by NICE 4.6.4.Sign out and leave with the Customer contact a visit report of the work accomplished by NICE and the outstanding issues 4.7 Provide to the Customer contact within one(1)week of the on site visit a follow-up report on any outstanding issues 4.8 Contact Motorola System Support Center to close the case 4.9 Perform services according to NICE service priorities Table 1 5 u pport Coverage Eight (a) hours, five (5}days per week. (8 ko 5) Gall Back Response Time Sixty (b0) minutes atter receipt of call from authorized representative On-Site Response Time for Six (6) hours Priority 1 Service ISS4leS Silver Available Anywhere Priority 1 Priority 2 Priority 3 Priority 4 Phone Availability 8 - 6`6 8 - 6`6 8 - 5`5 S - 5"5 Support Coverage 8 - 5`5 8 - 6`6 8 - 5`6 8 - 5' fall Back Response Time 60 minutes 120 minutes 4 hours 4 hours On Site Response Times" 6 hours 4 hours 4 hours 48 hours n We 77esponse 7 ime are in eiiectiotiowing tize aetermination that on site support is require . epair parts are shipped overnight, unless otherwisepre-arranged. The arrival of the technician and the shipped parts will be coordinated to coincide. Priority 1 —Critical Failure—In a 100%recording environment,any failure of equipment,NICE software or communications to the NICE products which results in loss of recording channels or data,or if allowed to persist will result in such recording loss. Priority 2—Major Problem—Any problem resulting in loss of ability to retrieve calls or loss of replay functionality for two or more workstations. Priority 3—Product Anomaly—Any problem affecting one or more workstations which does not result in a loss of recording or replay but nevertheless results in diminished Product response or performance,for example if an administrator loses the ability to add or delete users. Priority 4—System Inquiry,planned intervention or request for information. OrORCMA SOLUTIONS CHANGE ORDER 003 4.10 Software Upgrades-NICE's standard maintenance services shall include installation of only such software updates to the NICE software which,in NICE's sole discretion,are necessary to ensure efficient operation of the products("NICE Software Updates").NICE will provide Customer with a version of the NICE Software Update for Customer to review and authorize for installation. Upon such installation,Customer shall receive a copy of all written materials necessary to allow Customer to operate such NICE Software Updates.All NICE Software Updates are licensed for use solely on the Equipment on which the relevant NICE Software was first installed. 5.0 Ineligible Products-Additional Service fees shall apply for any maintenance provided by NICE for any and all individual products that are damaged by causes not caused directly by the gross negligence or intentional misconduct of NICE and external to the relevant individual product,including without limitation,damages to a individual product caused by:(i)neglect,mishandling,misuse and/or unauthorized repair by anyone other than NICE or a NICE certified technician;(ii)failure to maintain the Site in accordance with NICE's installation site specifications("Installation Site Specifications");(iii)relocation from the Site specified by the parties;(iv)use by anyone other than NICE or a NICE certified technician for purposes other than those for which it was designed,as described in the applicable documents, Operating Manuals and/or specifications provided by NICE;(v)use by anyone other than NICE or a NICE certified technician or material or supplies,including without limitation software and firmware programming,that do not meet NICE's specifications and instructions;(vi)use of the Products with any Non-Nice Hardware and/or(vii)an accident,transportation,improper cooling or humidity control,failure to telephone equipment or communication lines,failure or fluctuation of electrical power,other unusual physical or electrical stress and/or failure of interconnect equipment not provided by NICE or a NICE certified technician. 6.0 In addition to any exclusions set forth in Section 7.0 below or in any other underlying Agreement to which this SOW is attached,the following items are excluded: 1. All Infrastructure older than seven(7)years from product cancellation date 2. Physically damaged Infrastructure 3. Third party Equipment not shipped by Motorola 4. Consumable items including,but not limited to,batteries,connectors,cables,tone/ink cartridges 5. Test Equipment 6. Racks,furniture and cabinets 7. Firmware and/or Software upgrades 7.0 Data System Infrastructure Inclusions,Exclusions,Exceptions and Notes for Infrastructure Repair Logging Recorder Includes NICE IP logging recorders Excludes all other technologies Rack Mounts/Shelves Includes NICE rack mount/shelf ONLY Excludes all other technologies Replay Station Excluded Servers/Storage Center Includes NICE servers/storage centers ONLY Excludes all other technologies Workstation Excluded 0 MOTOROLA SOLUTiONS CHANGE ORDER 003 City of Fort Worth, Texas [Executed effective as of the date signed by the Assistant City Manager below.] / [ACCEPTED AND AGREED:] City: BY: Valerie Washington(Feb 1,2022 14:56 CST) Name: Valerie Washington Title: Assistant City Manager Date: Feb 1, 2022 CITY OF FORT WORTH INTERNAL ROUTING PROCESS: Approval Recommended: Contract Compliance Manager: By signing I acknowledge that I am the person responsible for the monitoring and administration of this contract,including ensuring all By: performance and reporting requirements. Name: Kevin Gunn Title: Director,IT Solutions By: Approved as to Form and Legality: Name: Alan Girton Title: Sr. IT Solutions Manager ��aann a p�F�R l°*�d� ° By: City Secretary: p�° o'p Name: Taylor Paris P vo 8= Xj d Title: Assistant City Attorney �/ ' [ /1 ✓/7�//// �� ° o o By: Jannette S.Goodall(Fe 1,202216:12 CST) �� �'EXASbAo Contract Authorization: Name: Jannette Goodall ��nna�O� M&C: 20-0405 6/16/2020 Title: City Secretary OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX Official site of the City of Fort Worth,Texas CITY COUNCIL AGENDA Fo�11 Create New From This MSC DATE: 6/16/2020 REFERENCE**M&C 20- LOG 13P MOTOROLA MANAGED SERVICES NO.: 0405 NAME: AGREEMENT AMENDMENT ITS ADK CODE: P TYPE: CONSENT PUBLIC NO HEARING: SUBJECT: Authorize the Execution of an Amendment to Extend the Term of the Managed Services Agreement with Motorola Solutions, Inc., for an Additional Five Years Through December 31, 2029 and for an Increase of$7,863,842.27 for the Total Cost of the Agreement Not to Exceed $21,185,529.27 for Maintenance Services to Support the City's Public Safety Radio Communications System (ALL COUNCIL DISTRICTS) RECOMMENDATION: Authorize the execution of an amendment to extend the term of the Managed Services Agreement with Motorola Solutions, Inc., for an additional Five years through December 31, 2029 and for an Increase of $7,863,842.27 for the total cost of the agreement not to exceed $21,185,529.27 for maintenance services to support the City's Public Safety Radio Communications System. DISCUSSION: The City of Fort Worth has established a Public Safety Communications System that currently provides primary and mutual aid communications to more than 150 agencies in North Central Texas. Agencies external to Fort Worth that utilize the system for their primary communications help offset the system costs through user fees and allocations. In November 2016, Council approved M&C C-27994 authorizing the execution of an agreement in the amount of$13,321,686.74 to outsource much of the maintenance and support of the system infrastructure to Motorola Solutions, Inc. (Motorola) for eight years through December 31, 2024. At the time, execution of a long-term agreement as opposed to annual renewals resulted in savings of more than $1,500,000.00 over the life of the agreement. Because the system is provided by Motorola, these services are available only through Motorola. In October 2017, IT Solutions staff negotiated a reduction of$1,000,000.00 for the remainder of the agreement, resulting in Amendment One of City Secretary Contract 48412. Staff is now recommending the extension of the Agreement for an additional five years through December 31, 2029. The extension will result in $500,000.00 in technology credits over the life of the Agreement. In addition, staff has determined that that some services may be supported more cost-effectively with improved response times by moving that support in-house. Some additional support services, however, will be outsourced to Motorola under this amendment. These service revisions result in a net increase in cost of $113,212.65 over the remaining life of the Agreement. Because the reductions are retroactive to 2019, the City will receive credits totaling $42,327.34 to accommodate the cost reduction for 2019 and 2020. Extending the Agreement will stabilize the support cost of the communications system through 2029. To accommodate these changes, cost of the Agreement will be revised as follows: Original Contract Amendment One Amendment Two Amount (11/2016) (10/2017) (Current Request) Year 1 2017 $1,540,098.60 $1,540,098.60 $1,540,098.60 Year 2 1 2018 $1,603,082.12 $1,203,082.12 $1,203,082.12 Original Contract Amendment One Amendment Two Amount (11/2016) (10/2017) (Current Request) Year 3 2019 $1,628,994.23 $1,528,994.23 $1,517,995.54 Year 2020 $1,655,350.99 $1,555,350.99 $1,524,022.34 Year 5 2021 $1,682,160.78 $1,582,160.78 $1,656,036.27 Year 6 2022 $1,709,432.09 $1,609,432.09 $1,684,240.68 Year 7 2023 $1,737,173.63 $1,637,173.63 $1,712,924.08 Year 8 2024 $1,765,394.30 $1,665,394.30 $1,640,890.40 Year 9 2025 - - $1,672,976.52 Year 10 2026 - - $1,706,435.05 Year 11 2027 - - $1,740,565.75 Year 12 2028 - - $1,775,377.06 Year 13 2029 - - $1,810,884.86 Total $13,321,686.74 $12,231,686.74 $21,185,529.27 COOPERATIVE PURCHASE: State Law provides that a local government purchasing an item under a Cooperative Purchasing Agreement satisfies state laws requiring that the local government seek competitive bids for purchase of the item. The National Intergovernmental Purchasing Alliance (NIPA) and the Texas Department of Information Services (DIR) contracts have been competitively bid to increase and simplify the purchasing power of government entities across the State of Texas. PRICE ANALYSIS: The NIPA and DIR contracts offer fixed discounts. Staff reviewed pricing and determined it to be fair and reasonable. M/WBE: A MBE/SBE goal is not assigned when purchasing from an approved purchasing cooperative or public entity. SUCCESSOR CONTRACTS: In the event that a Cooperative Agreement is not renewed, Staff would cease making purchases at the end of the last Purchase Agreement coinciding with the valid Cooperative Agreement. If the City Council were to not appropriate funds for a future year, Staff would cease making purchases when the last appropriation expires, regardless of whether the then-current Purchase Agreement has expired. If the cooperative contract is extended, this M&C authorizes the City to purchase similar software and services under the extended contracts. If the cooperative contract is not extended, but a new cooperative contract is executed with Deccan International with substantially similar terms as the previous cooperative contract, this M&C authorizes the City to purchase the services under the new cooperative contract. FISCAL INFORMATION/CERTIFICATION: The Director of Finance certifies that funds are available in the current operating budget, as appropriated, of the General Fund to support approval of the above recommendation and award of the contract, and that future year renewals will be subject to the approval of appropriations by the City Council. Prior to any expenditure being incurred, the IT Solutions Department has the responsibility to validate the availability of funds. BQN\\ TO Fund Department Account Project Program Activity Budget Reference# Amount ID ID Year I (Chartfield 2) FROM Fund Department Account Project Program Activity Budget Reference# Amount ID ID Year (Chartfield 2) Submitted for City Manager's Office by_ Jay Chapa (5804) Originating Department Head: Reginald Zeno (8517) Additional Information Contact: Cynthia Garcia (8525) Ashley Kadva (2047) ATTACHMENTS 13PMOTOROLA MANAGED SERVICES AGREEMENT AMENDMENT 04 ADK Funds Avail.docx (CFW Internal) Copy of FID Template Motorola MS.xlsx (CFW Internal) Ft Worth MSI Services Form 1295 Certificate 100586081 121019.pdf (CFW Internal) SAMs.pdf (CFW Internal)