Loading...
HomeMy WebLinkAbout2001-06-25 City Council (3)TO: City of Palo Alto C ty anager’s Report HONORABLE CITY COUNCIL ~ FROM:CITY MANAGER DEPARTMENT: ADMINISTRATIVE SERVICES DATE:JUNE 25, 2001 CMR: 287:01 SUBJECT:AGREEMENTS BETWEEN THE CITY OF PALO ALTO AND CITIES -OF EAST PALO ALTO AND LOS ALTOS FOR INFORMATION TECHNOLOGY SERVICES RECOMMENDATION Staff’recommends that Council: Approve and authorize the Mayor to execute the attached agreements to provide information technology (IT) services to the City of East Palo Alto and City of Los Altos. Authorize the City Manager or his designee to negotiate and execute one or more change orders to the agreements with the City of East Palo Alto and City of Los Altos for related, additional work. Authorize the City Manager or his designee to extend the agreements for up to two additional years. BACKGROUND The role of information technology (IT) in the delivery of local government services has become increasingly important in the past decade. Information technology not only provides opportunities for cities to streamline their business processes and enhance efficiencies; it also enables cities to provide an entirely new set of services. Unfortunately, many local governments simply lack the resources to fully develop information technology resources within their organizations. Many beneficial technologies go undeveloped or not implemented due to a lack of funding or personnel. However, the City of Palo Alto has made a significant investment in the development of information technology resources within its organization. With incremental adjustments in funding and personnel, the City can expand the delivery of information technology services currently dedicated to Palo Alto to serve surrounding jurisdictions. CMR: 287:01 Page 1 of 3 DISCUSSION Staff recommends entering into agreements to provide IT services for the City of East Palo Alto and the City of Los Altos. The proposed agreements with the City of East Palo Alto and the City of Los Altos are for a twelve-month time period. This period will provide adequate time for the City to fully explore the viability of external IT serviEe delivery. The agreement with the City of East Palo Alto provides IT consulting services and Web services, to be billed on an hourly basis. The agreement with the City of Los Altos provides IT Help Desk and on-site support services at a cost of $130,000. In addition, it provides for the development of a new Web site for the City of Los Altos to be billed on an hourly basis. Staff anticipates these and future agreements will yield the following benefits: ¯Leverage the collective influence and buying power of multiple jurisdictions to acquire best-of-breed technology solutions; ¯Maximize economies of scale for technology investments due to cost allocation across multiple jurisdictions; ¯Enhance the evolution of existing City applications through input and feedback from other jurisdictions and provide a better, more functional technology solution; ¯Yield a greater depth of support and increased organizational stability for Palo Alto’s IT function through incremental increases in staffing; ¯Provide job enrichment, growth and increased career opportunities for Palo Alto’s IT staff through an expanded, varied work environment; ¯Promote regional standards and information sharing among cities; ¯Give the City a new recruitment tool through the use of this innovative business model; and ¯Yield cost savings or potential revenue generation. While the initial agreements provide limited services, staff plans to expand IT services in the future. Future services planned include: ¯IT Help Desk services and on-site support services, ¯IT consulting services, ¯Web services, ¯Email services, ¯IT infrastructure services ¯GIS services. ¯Application services, and ¯E-Government services CMR: 287:01 Page 2 of 3 RESOURCE IMPACT Funds for this agreement are available in the CPA External Services 2001-02 Proposed Budget in the amount of $537,052. The projected cost to support the agreements will be fully offset by the revenues received from the City of East Palo Alto and City of Los Altos. Supplemental IT staffing will be hired upon initiation of the agreements and will be eliminated through attrition upon completion of the agreement. POLICY IMPLICATIONS Approval of the agreements is consistent with existing City policies. ENVIRONMENTAL REVIEW This is not a project under the California Environmental Quality Act. ATTACHMENTS Attachment A: Agreement for Information Technology Services between the City of Palo Alto and the City of East Palo Alto Attachment B: Agreement for Information Technology Services between the City of Palo Alto and the City of Los Altos PREPARED BY: ROD ,M~S’SEY Chief Information Officer DEPARTMENT APPROVAL: CARL//YEATS Direglor, Administrative Services CITY MANAGER APPROVAL: EMILY HARRISON Assistant City Manager CMR: 287:01 Page 3 of 3 AGREEMENT FOR INFORMATION TECHNOLOGY SERVICES BETWEEN THE CITY OF PALO ALTO AND THE CITY OF EAST PALO ALTO This Agreement for Information Technology Services is made this day of , 2001, by and between the City of Palo Alto ("Palo Alto") and the City of East Pa!o Alto ("Agency"). RECITALS WHEREAS, Palo Alto has technology operation; and an established informati0~ WHEREAS, Agency has no current facilities or ability to provide those required information techno!ogy services, and has requested that Palo Alto provide information technology services within the jurisdiction of Agency, and for the citizens of Agency; and WHEREAS, Palo Alto has the capacity to provide such services to Agency as are hereinafter described, and is willing to do so; NOW, THEREFORE, in consideration of the following covenants, terms, and conditions, the parties agree: SECTION i.Term. The term of this Agreement shall be for twelve (12) months commencing on July I, 2001, and shall terminate on JulY i, 2002. SECTION 2.Termination by Either Party. Any party may terminate this agreement at any time, with or without cause, by providing thirty (30) days written notice of intent to terminate. In any event of termination under this paragraph, Palo Alto shall be paid for all services performed unti! such termination. SECTION 3.Scope of Services. Palo Alto shall perform those services set forth in Exhibit "A", entitled "Scope of Services", attached hereto and incorporated herein by reference. 010612 cl 0032448 1 SECTION 4.Agency’s Obligations. 4.1 Agency shall perform those obligations of "Agency described in Exhibit "A". SECTION 5.Compensation. 5.1 Agency agrees to pay Pa!o Alto at the hourly rates set forth in Exhibit "B" 5.2 Palo Alto shall submit billing statements to Agency no more often than monthly, and .payment shall be due within thirty (30) days from the invoice~ date. Payments shall"~ sent to: Chief Information Officer 250 Hamilton Avenue Palo Alto, CA 94301 Any payments not received on or before the date when payment is due shall accrue interest between the date when payment is due and the date payment is received at the prevailing rate of return earned by Palo Alto’s investments during that period. 5.3 In the event of early termination of this agreement, in accordance with Section 2, Palo Alto shall bill Agency for its work performed under this agreement in the fina! month during which such termination is effective. SECTION 6.Indemnification and Hold Harmless. Agency acknowledges that its citizenry desires provision of al! services set forth in Section 3, but that it has no present ability to provide those services and has requested that Palo Alto provide such services. Therefore, Agency expressly agrees to defend, indemnify and hold harmless Palo Alto, its officers, employees, and agents from any and all demands, claims, liabilities, losses, charges, costs, or damages caused by or arising out of Palo Alto’s acts or omissions in the performance of this agreement. SECTION 7.Confidentiality. 7.1 The parties acknowledge that in the course of and as a consequence of this Agreement, they each.may be exposed to or acquire information that is proprietary to or confidential to the other party or its contractors. The parties agree that they will each notify the other of any such proprietary or confidential information, and shall hold such information in strict confidence and shal! not copy, reproduce, sell, assign, ¯ 010612 el 0032448 2 license, market, transfer, give or otherwise disc!ose such information to third parties or use such information for any purposes whatsoever, without the express written permission of the other party, other thanfor the provision of services under this Agreement. The parties agree to advise each of their emp!oyees, agents, and representatives of their obligations to keep such information confidential. All such confidential and proprietary information described herein and any deliverable provided hereunder, in whatever form, are hereinafter collectively .referred to as "Confidentia! Information." The parties shall use their reasonable efforts to assist each other in identifying and preventing any unauthorized use or disc!osure of any Confidential Information. Without limitation of ~h~ foregoing, the parties shall use reasonable efforts to advise each other immediately in the event that either learns or has reason to believe that any person who has had access to Confidential Information has violated or intends to violate the terms of this Agreement, and will reasonably cooperate ±n seeking relief against any such person. 7.2 Notwithstanding the obligations set forth in Section 7.1, the confidentiality obligations of .the parties shal! not extend to information that: is, as of the time of its disclosure, or thereafter becomes part of the public domain through a source other than receiving party; was known to the receiving party as of the time of its disclosure; oris independently developed by the receiving party; or is subsequently learned from a third party not under a confidentiality obligation to the providing party; or is required to be disclosed pursuant to court order or government whereupon the receiving party shall provide notice to the other party prior to such disclosure. SECTION 8.No Warranty. No warranties, whether express or implied, including, without limitation, the implied warranties of merchantability and fitness for a particular purpose, are made by City and City makes no warranties with respect to hardware equipment or software or for the installation thereof. In no event will City be liable to Agency or any other party for any loss, including time, money, goodwill and consequential damages, which may arise from the use, operation or modification of the work performed or product(s) produced under this Agreement by City. 010612 cl 0032448 3 SECTION 9.Notices. All notices shall be submitted, in writing, and sent by the United States mail, certified and postage prepaid, by private express delivery service, by facsimile transmission followed by delivery of hard copy, or by any other process mutually acceptable to the parties to the addresses stated below or to any other address noticed in writing. PALO ALTO: with a copy to: City Clerk 250 Hamilton Avenue Palo Alto, CA 94301 Chief Information Officer 250 Hamilton Avenue Palo Alto, CA 94301 AGENCY:City Manager 2415 E. University Avenue East Palo Alto, CA 94303 SECTION I0.Miscellaneous. i0.I This Agreement shall be governed by and construed in accordance with the laws of the state of California. Any changes resulting in program modifications shall be provided in writing by Pa!o Alto to Agency as soon as Legislative bodies enact any new or modified regulations. ~I0.2 This Agreement may be executed in any number of counterparts, each of which shal! be an original, but all of which together shall constitute one and the same instrument. 10.3 Palo Alto shall not be deemed in default on account of any delay or failure to perform any obligations in accordance with Agency laws, the laws of the State of California, the Pa!o Alto Municipal Code, and the terms of this Agreement, which directly results from an Act of God, including~ without limitation, the act of a superior legal authority or an occurrence of nature. 10.4 The headings are not a part of this Agreement and shall have no effect upon the construction or interpretation of any part of this Agreement. 10.5 This Agreement constitutes the entire agreement between the parties concerning its subject matter, and there are no other oral or written agreements between the parties not incorporated in this Agreement. 010612 el 0032448 4 10.6 This Agreement shall not be modified, unless the parties first agree to and approve of such modificationin writing through a duly authorized amendment. 10.7 If a court of competent jurisdiction findsor rules that any provision of this Agreement is void or unenforceable, the unaffected provisions of this Agreement shall remain in effect. 10.8 The prevailing-party in any action brought to enforce~ the terms of this agreement may recover from the other party its reasonable costs and .attorneys’ fees expended in connection with such an action. ~-~ // // // // // // // // // // // // // // // // // 010612 cl 0032448 IN WITNESS WHEREOF, the parties have executed this Agreement in Palo Alto, County of Santa Clara, California, on the date first above stated. "PALO ALTO""AGENCY" CITY OF PALO ALTO CITY OF EAST PALO ALTO Mayor Mayor ATTEST:ATTEST: City Clerk APPROVED AS TO FORM: Senior Asst. City Attorney City Clerk APPROVED AS TO FORM: City Attorney APPROVED : Assistant City Mahager lion < Dire~-~r of/ Administ~tive Services Attachment : Exhibit "A" : Exhibit "B" : Scope of Services Fee Summary Sheet 010612 cl 0032448 6 ¯ IT Project Cost Estimates for the City of East Palo Alto ¯A City wide strategic plan for IT Estimated hours: 280-300 Estimated timeline: 3 months Estimated cost: $18,200-19,500 Deliverables: IT Strategic Plan for City of East Palo Alto Consulting assistance for the HP "Digital Village" grant Estimated hours: 12-24 hrs/month (144-288 hrs/yr) Estimated timeline: 2 years Estimated cost: $18,720-37,440 ($9,360-18,720/yr) Deliverables: Alignment of HP Digital Village initiative with EPA IT Strategic Plan ¯Technology consulting assistance for the Police Department Estimated hours: 120-160 Estimated timeline: 2 months ¯ Estimated cost: $7,800-10,400 Deliverables: Police/Public Safety Technology Plan ¯Web site design Estimated hours: 120-140 Estimated timeline: 2 months Estimated cost: $7,200-8,400 Deliverables: New redesigned and expanded City Web site Web site maintenance Estimated hours: 20-25 hrs/month (240-300 hrs/yr) Estimated cost: $14,400-18,000 per year Deliverables: Up-to-date Web site . ¯Replacement of your existing financial, HR and payroll systems Estimated hours: 30-50 hrs/month (360-600 hrs/yr) Estimated timeline: 1 year Estimated cost: $23,400-39,000 consulting (+ projected system costs $50,000-150,00,0) Deliverables: NewFinancial, HR and Payroll systems ¯Implementation of a new permit system Estimated hours: 30-50 hrs/month(180-300 hrs total) Estimated timeline: 6 months Estimated cost: $11,700-19 500 consulting + projected system costs ($5,000-$15,000/yr) Deliverables: New permit system Total Consulting Cost Estimate = Total Additional Costs = Total First Year Cost = Total Ongoing Annual Costs = $92,060-$133,520 $55,000L$165,000 $147,060-$298,520 $29~400- $63,000 Exhibit "A" Contact: Address: Monica Hudson City Manager City of East Palo Alto 2415 E. University Avenue East Palo Alto, CA 94303 Contact: Phone: Date: Rod Massey Chief Information Officer 650-329-2114 4/05/01 IT Consulting Services IT Strategic Planning Services Technology Consulting Services IT Project Management Services 7:30am-5:30pm 7:30am-5:30pm 7:30am-5:30pm $65/hr $65/hr $65/hr Web Services Web Site Design Services. Web Site Support and Maintenance After Hours/On-call Support 7:30am-5:30pm 7:30am-5:30pm 5:30pm-7:30am $~0/hr $60/hr $80/hr (lhr minimum) Exhibit "B" AGREEMENT FOR INFORMATION TECHNOLOGY SERVICES BETWEEN THE CITY OF PALO ALTO AND THE CITY OF LOS ALTOS This Agreement for Information Technology Services is made this day of , 2001, by and between the City of Palo Alto ("Palo Alto") and the City of Los Altos ("Agency"). RECITALS WHEREAS, Palo Alto technology operation; and has an established information-- WHEREAS, Agency has no current facilities or ability to provide those required information techno!ogy services, and has requested that Palo Alto provide information technology services within the jurisdiction of Agency, and for the citizens of Agency; and WHEREAS,. Palo Alto has the capacity to provide such services to Agency as are hereinafter described, and is willing to do so; NOW, THEREFORE, in consideration of the covenants, terms, and conditions, the parties agree: following SECTION i.Term. The term of this Agreement shall be for twelve (12) months commencing on July I, 2001, and shall terminate on July i, 2002. SECTION 2.Termination by Either Party. Either party may terminate this agreement at any time, with or without cause, by providing thirty (30) days written notice of intent to terminate. In any event of termination under this paragraph, Palo Alto shall be paid for all services performed until such termination. SECTION 3.scope of Services. Palo Alto shall perform those services set forth in Exhibit "A", entitled "Scope of Services", and as further described in Exhibit "A-I", both of which are attached hereto and incorporated herein by reference. 010618 cl 0032459 1 SECTION 4. Agency’s Obligations. Agency shall perform those obligations described in Exhibit "A". of Agency SECTION 5.Compensation. 5.1 Agency agrees to pay Palo Alto, in four equal quarterly~ payments, due and payable on or before July I, 2001, October I, 2001, January i, 2002 and April I, 2002 the tota! amount of One Hundred Thirty Thousand Dollars ($130,000). 5.2 Palo Alto shall submit quarterly bill}n9~ statements to Agency, as a courtesy reminder, but inadvertent failure or lateness of such billing shall not alter Agency’s obligation to make any payment designated above. 5.3 It is understood and agreed by the parties that the compensation described in Paragraph 5.1 does not include after hours priority on-cal! services, which shall be billed at Seventy dollars ($70) per hour, with a one hour minimum, nor does it include extra consulting services not included within the services described in Exhibits "A" and "A-I" Such extra consulting services shall be billed in accordance with the rates set forth in Exhibit "B", which is attached hereto and incorporated herein by reference. Palo Alto may submit separate billing statements to Agency for such extra services, no more often than monthly, or may include the billing for such services on its quarterly billing statements. Payments shall be sent to: Chief Information Officer 250 Hamilton Avenue Palo Alto, CA 94301 Any payments not received on or before the date when payment is due shall accrue interest between the date when payment is due and the date payment is received at the prevailing rate of return earned by Palo Alto’s investments during that period.’ 5.4 The parties may amend this agreement to include additional services, such as, but not limited to, website design, at mutually agreeable rates. 5.5 In the event of early termination of this agreement, in accordance with Section 2, Palo Alto shall bill Agency for its work performed under this agreement in the final month during which such termination is effective. 010618 cl 0032459 2 SECTION 6.Indemnification and Hold Harmless. Agency acknowledges that its citizenry desires provision of al! services set forth in Section 3, but that it has no present ability to provide those services and has requested that Palo Alto provide such services. Therefore, Agency expressly agrees to defend, indemnify and hold harmless Palo Alto, its officers, employees, and agents from any and all demands, claims, liabilities, losses, charges, costs, or damages caused by or arising out of Pa!o Alto’s acts or omissions in the performance of this agreement, with the exception of Palo Al~to’s sole negligence or intentional misconduct. SECTION 7.Confidentiality. 7.1 The parties acknowledge that in the course of and as a consequence of this Agreement, they each may be exposed to or acquire information that is proprietary to or confidential to the other party or its contractors. The parties agree that they will each notify the other of any such proprietary or confidential information, and shall hold such information in strict confidence and shall not copy, reproduce, sell, assign, license, market, transfer, give or otherwise disclose such information to third parties or use such information for any purposes whatsoever, without the express written permission of the other party, other than for the provision of services under this Agreement. The parties agree to advise each of their emp!oyees, agents, and representatives of their obligations to keep such information confidential. All such confidentia! and proprietary information described herein and any deliverable provided hereunder, in whatever form, are hereinafter collectively referred to as "Confidential Information." The parties shall use their reasonable efforts to assist each other in identifying and preventing any unauthorized use or disclosure of any Confidential Information. Without limitation of the foregoing, the parties shall use reasonable efforts to advise each other immediately in the event that either learns or has reason to believe that any person who has had access to Confidential Information has violated or intends to violate the terms of this Agreement, and will reasonably cooperate in seeking relief against any such person. 7.2 Notwithstanding the obligations set forth in Section 7.1, the confidentiality obligations of the parties shall not extend to information that: is, as of the time of its disclosure, or thereafter becomes part of the public domain through a source other than receiving party; was known to the receiving, party as of the time of its disclosure; or is independently developed by the receiving party; or is 010618 cl 0032459 3 subsequently learned from a third party not under a confidentiality obligation to the providing party; or is required to be disc!osed pursuant to court order or government decree whereupon the receiving party shall provide notice to the other par[y prior to such disclosure. SECTION 8.No Warranty. No warranties, whether express or implied, including, without limitation, the implied warranties of merchantability and fitness for a particular purpose, are" made by City and City makes no warranties with respect to hardware equipment or software or for the installation thereof. In no event will C±~ be liable to Agency or any other party for any loss, including time, money, goodwill and consequential damages, which may arise from the use, operation or modification of the work performed or product(s) produced under this Agreement by City. SECTION 9.Notices. All notices shall be submitted, in writing, and sent by the United States mai!, certified and postage prepaid, by private express delivery service, by facsimile transmission followed by delivery of hard copy, or by any other process mutually acceptable to the parties to the addresses stated below or to any otheraddress noticed in writing. PALO ALTO:City Clerk 250 Hamilton Avenue Palo Alto, CA 94301 with a copy to:Chief Information. Officer 250 Hamilton Avenue Palo Alto, CA 94301 AGENCY:City Manager One N. San Antonio Road Los Altos, CA 94022 SECTION i0.Miscellaneous. i0.! This Agreement ihall be governed by and construed in accordance with the laws of the state of California. Any changes resulting in program modifications shall be provided in writing by Palo Alto to Agency as soon as Legislative bodies enact any new or modified regulations. 010618 cl 0032459 4 10.2 This Agreement may be executed in any number of counterparts, each of which shall be an original, but all of which together shall constitute one and the same instrument. 10.3 Palo Alto shall not be deemed in default on account of any de!ay or failure to perform any obligations in accordance with Agency laws, the laws of the State of California, the Palo Alto Municipal Code, and the terms of this $greement, which directly results from an Act of God, including, without limitation, the act of a superior lega! authority or an occurrence of nature. 10.4 The headings are not a part of this Agreement &m4$ shall have no effect upon the construction or interpretation of any part of this Agreement. 10.5 This Agreement constitutes the entire agreement between the parties concerning its subject matter, and there are no other oral or written agreements between the parties not incorporated in this Agreement. 10.6 This Agreement shall not be modified, unless the parties first agree to and approve of such modification in writing through a duly authorized amendment. 10.7 If a court of competent jurisdiction findsor rules that any provision of this Agreement is void or unenforceable, the unaffected provisions of this Agreement shall remain in effect. 10.8 The prevailing party in any action brought to enforce the terms of this agreement may recover from the other party its reasonable costs and attorneys’fees expended in connection with such an action. // // // // // // // 010618 cl 0032459 5 IN WITNESS WHEREOF, the parties have executed this Agreement in Palo Alto, County of Santa Clara, California, on the date first above stated. "PALO ALTO""AGENCY" CITY OF PALO ALTO CITY OF LOS ALTOS Mayor Mayor ATTEST:ATTEST: City Clerk APPROVED AS TO FORM: Senior Asst. City Attorney APPROVEI Assist City Manager City Clerk APPROVED AS TO FORM: City Attorney ion Director of./ Administ ra~ive Services Attachment: Exhibit "A": Scope of Services Exhibit "A-I": Information Technology Service Provider Exhibit "B": Consulting Fee Summary Sheet 010618 cl 0032459 6 EXHIBIT"A" ......................... ’ ..... ......SCOPE¯ OF sERviCES---- ..........: ......- .....;- -T ........... Palo Alto shall provide information technology services to the City of Los Altos ( g ncy ), as hereinafter set forth...The services to be provided aredescribed as Help Desk Services and OnL Site Support Services. 1.Help Desk Services. Palo Alto ~hall provide Help Desk Services to co~er the entire incorporated jdrisdiction of Agency, as follows: Palo Alto shall provide IT help desk coverage, Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m. On-Site follows: Palo Alto .shall provide a single contact number for all help desk related requests. Palo Alto shall provide to Agency .quarteriy reports of a!l help desk requests for needs and trends analysis. Support Services. Palo Alto shall provide On-Site Support Services as ao Palo Alto shall schedulean IT Technologist to provide on site support and coverage, on a~request for service" basis, Mo.nday through Friday, between the hours of 10:00 a.m. and 2:.00 p.m. bo On-Site support between the hours of 2:00 p.m. and 10 a.m., shall be provided onan on-cell basis at a normal hourly rate between the hours.of 8 a.m. and 10 a.m. and between the hours of 2:00p.m. and 5 p.m. After hours support after 5:00 p.m. and 8 a.m. shall be billed at an "after hours" rate. Personnel. Palo Alto shall provide the necessary Information Technology personnel to service Agency as. set out in Section 1 and 2 of Exhibit "A". Information Technology personnel are employees of Palo Alto. Agency agrees to not hire or attempt to hire these Information Technology personnel. Facilities. Agency shall provide on~-site office space as necessary for Information "fechnology personnel to service Agency as set out inSection 1 and 2 of Exhibit Equipment. Palo Air0 shall provide it6 staff use df a vehicle and ¯personal office equipment as needed. Provender lnfomm.~tio,~ Tedmology S=v’i=e City o£P~o X1~o ¯ 250.1"Imm~ton Ave. . ... Ph6ne 650-329-22.11 ’ F~x 650-617-3i09 Exhibit. "A-’I " The .Purpose of this Service Level Agreements (SLAs) is to provide a methodology for introducing and implementing reasonable expegtations for the Police Department and Information Technology-Division~ Service Level Agreements also allow for two-way accountability and mutually agreed upon service levels. Most importantly, SLAs are .used to provide.an opporttmity.to improvethe environment, service, and business relationships. ’ " .- This is an agreement between the Infonnati0n Technology Division and customer departments of the City of Palo Alto. This document describes all servi.ees that are currently being provided to the City. Included are the service descriptions, 1T responsibilities, and customer responsibilities. It will be Policy to examin~ the attffbutes of the fast dr~ of the SLA- in .on.___e.e month. At thi~tme, modifications to the SLA can be made and implemented. After this time, the SLA will be reviewed and modified on an annual basis~ ¯ " It ~s required thatall service levels are negotiated and documented. While the City of Palo Alto endeavors to project costs as accurately as possible, several factors such as changes by regulatory agencies, market conditions and variations in usage could impactoverall costs and ultimately cost allocations. Customer(s): City of Los Altos Stiff Locations: . One North San A~ton~o Road Civic Center Police .Department Building Maintenance Center Cit~ of PaIo Alto Contact Information: Rod Massey Phone: 650-329-2114 Cit~ of Los Alto Contact In[ormation: ’ Phil Rose Phone: 650-XXX-XXXX Business Hours: 8:00am-5:00pm ¯’After Hours Priority 1 Support: 5:00pm-8:00am Support provided via: On-call Nextel Method for Requesting Services: ¯Requests are made via pho.ne <phone number> ¯Requests are made via e-mail <separate ema!l address> ¯ Service ~racMng and Reporting Procedures: . ¯ All requests are logged into a tracking system and a receipt of acknowledgement will be sent to requestor¯via email or ~’oice mail ¯Request is completed by the On-Site Support Technician or. escalated to vendor ¯Resolution follow up will be conducted by the On-Site Support Technician .. ¯Quarterly reportsto be submitted to all SLA contacts Service Level Agreement Period." 06/01/01-06/01/02 .O "O ¯ Environments Included: Standard Equipment: . Computers Monitors .Printers ¯.Scatmer~ ¯Phones Networking Equipment: ¯Servers ¯t~outers ¯Hubs o Switches ¯Patch Panels Enterprise Systems: ¯Email ¯Application Servers- ¯Voicemail Applications: ¯MS Suite ¯Outlook ¯Bi-Tech *ADP ¯Alpine’s Muni-Base ¯CAD/’KMS Products and Servlees Provided: ¯ Install, configure, and troubleshoot, the above .l~sted standm’d equipment, networking enterprise.systems, and appli6ations.. ¯Document and record all tee .hnical requests ¯Perfo~a routine backups of all servers ¯ equipment, Provide 1~t level ~roubleshooting and support for all departmental specific applications as referred to in. AddendumA Provide after hours support for priority I/emergency requests Customer Responsibilities: ¯ ¯ ¯ ¯ ¯ AH requests must be submitted to <phonenumber> or emailed to <email address> Provide contact name,, extension, department/division name, and location Provide a clear description of the problem including: number ofpe0ple and~or equipment affected Determine with support Staffthe severity and priority of the situation Provide in.dividual to b~ contacted and/or an alternate with te!ephone number if requestor .is unavailable Provide access to the work location if required Provide 2weeks notice for all forecasted requests and projects requiring more that 1 full day of work Provide 2 weeks notice for all adds, moves, and changes " ¯ Provide 1 weeknofiee for all equipment set up (eg. presentations with laptops, overheads, pr.ojecto~s, and VCKs) Provide maintenance contracts for all hardware equipment and applications ’ .. .. Cit~ of Palo Altb Responsibilities:¯Log all requests into tracking system ¯Determine with the customer the severity of the situation ¯Ensure escalation to vendors are properly-transferred with notification to customer ¯. P~ovide follow ,up to all requests : ¯Conduct quarterly Customer Satisfaction Surveys ¯Provide quality customer service Priority UEmergency - Complete los~ of an application or service that adversely affects public safety or public healttL Severe problem re~g in complete work stoppage for a large number of customers. Or, complete loss of service to a location, complete loss of a critical applicationor server that impacts a large number of customers. Response: Resolution:. 20 minutes during prime ho~rs (M-F. 8AM - 5PM) 30 minutes off-hours, holidays and weekends Onsite response (if needed) withifl I hou~ 2-8 hour resolution time (p~nding ver~dor escalation) Update:Hourly or as s~heduiedwith customer Priority l/Emergency Equipment/Applications: CAD/P, MS Priority 2/High -Loss of non-critical application or service, partial loss of service to-a location. Application or service is available but in a degraded mode. Work around is feasible or loss of service for short time is acceptable. Impacts a small group or comple.te work stoppage for an individual.. Response:1-2 hours dflring prime hours (M-F. 8AM - 5PM) Resolution: "1 day Update:Hourly or as s~heduled withcustomer Priori~ 2/High Equipment/Applications: Exch~.. ge, IFIS, Alpine ¯ Priority 3/Nledium - Moderate business impact; issues have affected customer productivity. Work around may exist or problem is for non-business-critical task. Response:4-8 hours R~solution:" 3 business days update:Customer is notified when complete Priority 3/Medium Equipment/Applications/Requests: Request for routine service, password or terminal reset, printing problems, assistauce of desktop applications, hardware, or peripherals. Priority 4/Low - Limited business impact. R~quest can b~e scheduled. Response:1 business day Resolution:5 business days Update:Customer is notified when complete Priority 4/Low Equipment/Applications/Requests: Request for pr6gram enhancement or modifications, accoun~ add/change/delete, installation of desktophardware or software; preventative maintenance. Note - all priorities are subjectto change pending agreement between City of Palo Alto and customer. Contact: Address: Phil Rose City Manager Contact: City of Los Altos Phone: One N. San Antonio Road Date: Los Altos, CA 94022 Rod MasseY chief Information officer 650-329-2114 2/21/Ol IT Technician Technologist Sr. Technologist IT Manager/Project Manager Chief Information Officer After Hours IT Technician Tebhnologist ¯ Sr. Technologist tT Manager/Project Manager Chief Information Officer 8am-5pm $45/hr8am-5pm , $55/hr .8am-5pm $60/hr 8am-5pm . $85/hr 8am-5pm $110/hr 5pm-8am 5pm-8am 5pm-Sam 5pm-8am 5pm-Sam $70/hr $80/hr $85/hr $110/hr $135/hr Exhibit "B"