HomeMy WebLinkAboutStaff Report 2601-5849CITY OF PALO ALTO
CITY COUNCIL
Special Meeting
Monday, March 23, 2026
Council Chambers & Hybrid
5:00 PM
Agenda Item
5.Approval of Contract Amendment Number 4 to Contract S18165157 with Smart Energy
Water Inc. (SEW) in the Amount of $972,625 for an Additional Three Years and for a
Revised Not-to-Exceed Total of $2,002,771 for Licensing and Upgrade of the Utilities
MyCPAU Customer Portal; CEQA Status – Not a Project
City Council
Staff Report
From: City Manager
Report Type: CONSENT CALENDAR
Lead Department: Utilities
Meeting Date: March 23, 2026
Report #:2601-5849
TITLE
Approval of Contract Amendment Number 4 to Contract S18165157 with Smart Energy Water
Inc. (SEW) in the Amount of $972,625 for an Additional Three Years and for a Revised Not-to-
Exceed Total of $2,002,771 for Licensing and Upgrade of the Utilities MyCPAU Customer Portal;
CEQA Status – Not a Project
RECOMMENDATION
Staff recommends that the City Council approve and authorize the City Manager or designee to
execute Amendment Number 4 (Attachment A) to Contract S18165157 with Smart Energy
Water, LLC (SEW), increasing the not-to-exceed amount by $972,625 for an additional three
years to extend the City’s annual license subscription and to upgrade the existing MyCPAU
Utilities customer portal. This amendment results in a revised contract not-to-exceed of
$2,002,771 over the eleven (11) year and six-month term.
EXECUTIVE SUMMARY
The current contract with the Utilities customer portal vendor, Smart Energy Water (SEW), is
set to expire on March 31, 2026. The customer portal is widely adopted by Utilities customers
with 84% (26,334) of all active utility accounts currently enrolled; 66.8% of all utility bill
payments were submitted via the portal for FY2025, and traffic to the portal averages 429
distinct user logins per day for FY 2025. Amendment Number 4 provides funding for three
additional years and a new scope for the anticipated portal upgrade to Version 11 (from
Version 7), implementation of a new mobile application, and user friendly chatbot.
In addition, staff is recommending one-time integration work required to support the SAP
Enterprise Resource Planning (ERP) system S/4 HANA upgrade in 2026. SAP is critical to ensure
the City’s Finance, Payroll/HR, and Utilities systems remain secure, reliable, and supported
beyond 2027 as the current SAP platform support is scheduled to end on January 1, 2028.
BACKGROUND
Staff report links to prior amendments:
Contract Duration
Not-to-Exceed
Amount Council Date and Staff Report Number
Amendment #4 Apr 2026 - Mar 2029 $ 972,625 March 16, 2026 Staff Report #2601-5849
Amendment #3 Apr 2023 - Mar 2026 $ 684,023 May 1, 2023 Staff Report #2302-09091
Amendment #2 Dec 2022 - Mar 2023 $ 0 No staff report. Time extension only.
Amendment #1 Oct 2020 - Nov 2022 $ 215,500 October 7, 2019 Staff Report #106192
Original Oct 2017 - Sep 2020 $ 130,623 November 16, 2016 Request for Proposal
#165157
Total Oct 2017 - Mar 2029 $ 2,002,771
1 Amendment #3 - Council Meeting May 1, 2023 – Staff Report #2302-0909:
https://recordsportal.paloalto.gov/WebLink/DocView.aspx?id=82271&dbid=0&repo=PaloAlto&cr=1
2 Amendment #1 – Council Meeting October 7, 2019 – Staff Report # 10619:
https://recordsportal.paloalto.gov/WebLink/DocView.aspx?id=86572&dbid=0&repo=PaloAlto
ANALYSIS
Staff is dedicated to improving the functionality of the MyCPAU customer self-service online
portal as part of its goal to make utility information readily available for customers to make
informed decisions on their own utility costs, energy savings and climate actions. In addition,
staff is committed to engaging with its residents, businesses, and technology experts to
transform customer experience and empower individuals to make decisions about their energy
and water management. The following updates, changes, and enhancements have been
completed over the past two years:
Integrated data from the City’s AMI vendor to present interval meter usage information,
including 15-minute, hourly, and daily electric usage, and hourly and daily water and gas
usage.
Implemented Time-of-Use (TOU) usage charts for customers on the newer E1-TOU rate
schedule including visualizations of super off-peak, off-peak, and peak usage.
Enhanced export and download functionality, enabling customers to quickly receive a
full year of interval usage data emailed to their primary account.
Added tracking of the customer’s highest kilowatt usage for a selected period and over
the prior past twelve months for residential and small commercial accounts.
Updated the interface to integrate with the new invoice PDF vault vendor, InfoSend.
Added a weather service to correlate potential energy usage with hourly temperature
data.
Summary of Proposed Contract Terms
The new mobile application will provide customers with easy-to-view usage and invoice
information, alerts, and personalized text notifications, while enabling secure and convenient
mobile payments and service requests. The advanced chatbot will enhance customer
experience by driving self-service and streamlining routine interactions. Version 11 will
modernize the customer portal with a more intuitive and responsive interface, enhanced self-
service functionality, stronger security controls, and to assure compliance. The upgrade will also
deliver better performance, scalability, and system integration capabilities while reducing
support risks associated with the older Version 7 platform.
The following is a breakdown of services and fees identified as recurring subscription, one-time
implementation, and optional services under Amendment #4.
Amendment Number 4 Highlights
Extends the subscription and contract with SEW for three years, from 2026 to 2029.
Adds mobile access implementation and service subscription, enabling secure and
convenient mobile payments and service requests.
Includes the upgrade fee to migrate the customer portal from Version 7 to Version 11.
Provides professional services for required interface and API updates to support the
City’s SAP S/4 HANA system, planned to go live in February 2027.
Adds an optional service subscription and implementation of the advanced WeSmart
chatbot.
Extends the option for customers to receive text notifications for monthly bills and late
notices; currently, notifications are limited to email notifications.
Extends funding for a dedicated User Acceptance Testing environment to support long-
term project testing.
Adds one additional single sign-on (SSO) integration to a future third party Customer
Relationship Management (CRM) portal.
Description 2026/27 2027/28 2028/29 Total
Recurring Subscription Services:
Web Portal $71,605 $100,000 $100,000 $271,605
Mobile $25,000 $50,000 $75,000
Max Support $60,000 $60,000 $60,000 $180,000
Subtotal $131,605 $185,000 $210,000 $526,605
One-Time Implementation Fees:
Integration to S/4 HANA $79,500 $79,500
Upgrade to portal V11 $165,000 $165,000
Subtotal $244,500 $0 $0 $244,500
Optional Services:
WeSmart Chatbot - Implementation $24,650 $24,650
WeSmart Chatbot $29,750 $29,750 $59,500
Additional Test Environment $8,790 $8,790 $8,790 $26,370
Text Notification $10,000 $10,000 $20,000
SSO Integration $26,000 $26,000
Professional Services for Enhancements $15,000 $15,000 $15,000 $45,000
Subtotal $49,790 $88,190 $63,540 $201,520
Total $425,895 $273,190 $273,540 $972,625
Extends the “Max Support” option, providing additional dedicated resources to resolve
complex issues in a timely manner, particularly for existing integrations with SAP and
third-party systems such as SmartWorks and WaterSmart.
Adds a limited reserve of funding for future enhancements and professional services
such as enabling installment plan setup in MyCPAU with automatic creation in SAP.
For cost comparison, the average annual subscription services under Amendment #3 for calendar
years 2023-2026 was $110,605 compared to $175,535 for Amendment #4. The new amendment
includes a new mobile application and improved functionalities, integration, and security under
Version 11. Total one-time implementation fees were $30,602 for Amendment #3 for minor
enhancements. In Amendment #4, staff is recommending one-time implementation fees of
$244,500 to support integration work required for the citywide SAP S/4 HANA project upgrade
currently in progress, as well as the subsequent upgrade of the MyCPAU customer portal from
Version 7 to Version 11. Total optional services are decreasing from $321,606 under amendment
#3 to $201,520 under amendment #4 because some of the future enhancements are included in
the base product under Version 11.
FISCAL/RESOURCE IMPACT
Funding for the first year of Amendment #4 is available in the FY 2026 Utilities Operating
Budgets. Funding for subsequent years are contingent upon Council appropriation and approval
of funds through the annual budget process.
STAKEHOLDER ENGAGEMENT
The online MyCPAU customer account management system was presented to the Utilities
Advisory Commission on UAC Meeting March 6, 20195. CPAU received input from Utility
industry consultants, E Source; survey results from 1,200 CPAU customers; and system
requirements from multiple divisions in Utilities including Customer Support, Billing and Utilities
Program Services. Staff provided a detailed update on the key features, improvements, and
metrics with MyCPAU to the Utilities Advisory Commission in June 2021 (UAC Meeting June 2,
2021 Staff Report #121796).
ENVIRONMENTAL REVIEW
Council’s approval of this amendment for subscription licensing and professional services is
categorically exempt from the California Environmental Quality Act (CEQA) under CEQA
Guidelines, Title 14 California Code of Regulations section 15301(c) (operation, repair,
maintenance of existing facilities), and not a Project under section 15378 (organizational or
administrative activities of governments that will not result in direct or indirect physical
changes in the environment)), thus no environmental review is required.
5 Utilities Advisory Commission Meeting March 6, 2019: Microsoft PowerPoint - Item 2_New Online Customer Portal
6 Utilities Advisory Commission Meeting June 2, 2021 – Staff Report #12179:
https://recordsportal.paloalto.gov/WebLink/DocView.aspx?id=86573&dbid=0&repo=PaloAlto
ATTACHMENTS
APPROVED BY:
Vers.: Aug. 5, 2019
Page 1 of 35
AMENDMENT NO. 4 TO CONTRACT NO. S18165157
BETWEEN THE CITY OF PALO ALTO AND
SMART ENERGY SYSTEMS, INC
This Amendment No. 4 (this “Amendment”) to Contract No. S18165157 (the “Contract”
as defined below) is entered into as of March 16th, 2026, by and between the CITY OF PALO ALTO,
a California chartered municipal corporation (“CITY”), and SMART ENERGY SYSTEMS, INC., dba
SMART ENERGY WATER, a Delaware corporation (“CONSULTANT”). CITY and CONSULTANT are
referred to collectively as the “Parties” in this Amendment.
R E C I T A L S
A. The Contract (as defined below) was entered into by and between the Parties
hereto for the provision and deployment of a comprehensive customer engagement portal (the
SEW Portal) and mobile solutions services for City’s residential, commercial, industrial, and
institutional customers utilizing natural gas, electricity, water, sewer, fiber, refuse, and storm
drainage services, as detailed therein.
B. The Parties now wish to amend the Contract to extend the term by three years to
March 31, 2029, and increase total compensation to Contractor by Nine Hundred Seventy-Two
Thousand Six Hundred and Twenty-Five Dollars ($972,625) to a new total not-to-exceed amount
of Two Million Two Thousand Seven Hundred Seventy-One Dollars ($2,002,771) over the full term
of the Contract, as detailed herein.
NOW, THEREFORE, in consideration of the covenants, terms, conditions, and provisions
of this Amendment, the Parties agree:
SECTION 1. Definitions. The following definitions shall apply to this Amendment:
a.Contract. The term “Contract” shall mean Contract No. S18165157
between CONSULTANT and CITY, dated October 17, 2017, as amended by:
Amendment No. 1, dated October 7, 2019
Amendment No. 2, dated October 11, 2022
Amendment No. 3, dated April 1, 2023
b.Other Terms. Capitalized terms used and not defined in this Amendment
shall have the meanings assigned to such terms in the Contract.
SECTION 2. Section 2 “TERM” of the Contract is hereby amended to read as follows:
“SECTION 2. TERM.”
The term of this Agreement shall be from the date of its full execution through March 31,
Vers.: Aug. 5, 2019
Page 2 of 35
2029, unless terminated earlier pursuant to Section 19 (Termination) of this Agreement.
“Amendment 4 Extension Term” refers to the period commencing April 1, 2026, through
March 31, 2029.”
SECTION 3. Section 4 “NOT TO EXCEED COMPENSATION” of the Contract is hereby
amended to add the following:
“SECTION 4. NOT TO EXCEED COMPENSATION”
During the Amendment 4 Extension Term, the compensation to be paid to CONSULTANT for
performance of the Supplemental Services shown in Exhibit A-2 as specific to this Fourth
Amendment shall be based on the compensation structure detailed in Exhibit C-3, entitled
“COMPENSATION – Amendment 4 (added),” including any reimbursable expenses specified
therein, and the maximum total compensation shall not exceed
Nine Hundred Seventy-Two Thousand Six Hundred and Twenty-Five Dollars ($972,625)
Any work performed or expenses incurred for which payment would result in a total exceeding the
maximum compensation set forth in this Section 4 shall be at no cost to the CITY.
The total maximum compensation to be paid to CONSULTANT for performance of the Services
described in Exhibit “A”, Exhibit “A-1”, and Exhibit “A-2”, shall not exceed Two Million
Seventeen Thousand One Hundred Seventy-One Dollars ($2,002,771) over the entire
Contract Term.
SECTION 4. The following exhibit(s) to the Contract is/are hereby amended or added, as
indicated below, to read as set forth in the attachment(s) to this Amendment, which is/are
hereby incorporated in full into this Amendment and into the Contract by this reference:
a. Exhibit “A-2” entitled “SUPPLEMENTAL SCOPE OF SERVICES - AMENDMENT 4”,
ADDED
b. Exhibit “B” entitled “SCHEDULE OF PERFORMANCE”, AMENDED, REFLECTS
AMENDMENT 4 TERM ONLY.
c. Exhibit “C-3” entitled “COMPENSATION, AMENDMENT 4”, ADDED.
d. Amendment 4 Appendices, ADDED, entitled:
i. “Appendix 1 - Order Form for Smart Energy Water Cloud Services Subscription”
ii. “Appendix 2 - Subscription Order Form for SEW Max Support Plan”
iii. “Appendix 3 - Statement of Work for System Re-integration with the City’s SAP
ERP S/4HANA”
iv. “Appendix 4 - Statement of Work for Web Portal Upgrade to Version 11 (V11)”
a. Appendix A - V11 Modules and Functionality To Be Implemented
b. Appendix B - CHANGE REQUESTS AND CUSTOMIZATIONS IN VERSION 7.0
c. Appendix C - RACI Matrix
Vers.: Aug. 5, 2019
Page 3 of 35
SECTION 5. Legal Effect.Except as modified by this Amendment, all other provisions of
the Contract, including any exhibits thereto, shall remain in full force and effect.
SECTION 6. Incorporation of Recitals. The recitals set forth above are terms of this
Amendment and are fully incorporated herein by this reference.
(SIGNATURE BLOCK FOLLOWS ON THE NEXT PAGE.)
Vers.: Aug. 5, 2019
Page 4 of 35
SIGNATURES OF THE PARTIES
IN WITNESS WHEREOF, the Parties have by their duly authorized representatives
executed this Amendment effective as of the date first above written.
CITY OF PALO ALTO
____________________________
City Manager
APPROVED AS TO FORM:
____________________________
City Attorney or designee
SMART ENERGY SYSTEMS, INC., dba
SMART ENERGY WATER
By:______________________________
Name:
Title:
By:______________________________
Name:
Title:
Attachments:
EXHIBIT “A-2” – SUPPLEMENTAL SCOPE OF SERVICES, AMENDMENT 4 ADDED
EXHIBIT “B” – SCHEDULE OF PERFORMANCE, AMENDED, REFLECTS AMENDMENT 4 TERM ONLY
EXHIBIT “C-3” – COMPENSATION, AMENDMENT 4”, ADDED
AMENDMENT 4 APPENDICES, ADDED, ENTITLED:
I. “AMENDMENT 4 APPENDIX 1 - ORDER FORM FOR SMART ENERGY WATER CLOUD
SERVICES SUBSCRIPTION”
II. “AMENDMENT 4 APPENDIX 2 - SUBSCRIPTION ORDER FORM FOR SEW MAX
SUPPORT PLAN”
III. “AMENDMENT 4 APPENDIX 3 - STATEMENT OF WORK FOR SYSTEM RE-
INTEGRATION WITH THE CITY’S SAP ERP S/4HANA”
IV. “AMENDMENT 4 APPENDIX 4 - STATEMENT OF WORK FOR WEB PORTAL UPGRADE
TO VERSION 11 (V11)”
A. APPENDIX A - V11 MODULES AND FUNCTIONALITY TO BE IMPLEMENTED
B. APPENDIX B - CHANGE REQUESTS AND CUSTOMIZATIONS IN VERSION 7.0
C. APPENDIX C - RACI MATRIX
Vers.: Aug. 5, 2019
Page 5 of 35
EXHIBIT “A-2”
SUPPLEMENTAL SCOPE OF SERVICES AMENDMENT 4(ADDED)
In the event of a conflict between the contents of (i) Exhibit A-2 and (ii) Amendment 4
Appendices 1-4, the latter shall govern.
Tasks Pursuant to Amendment 4:
1. Annual Subscription for Amendment 4 Extension Term for Web Portal – Amendment 4
Appendix 1.
The Parties hereby agree that the annual subscription fees for its current
subscriptions during the period commencing April 1, 2026, through March 31, 2029
(the “Amendment 4 Extension Term”) will be the rates shown in Exhibit C-3, this
includes:
a. 31,000 SCM Users
b. 35 Customer Service Portal (CSP) Admin users
2. Annual Subscription for Amendment 4 Extension Term for Mobile Application -
Amendment 4 Appendix 1.
Implement and provide the option for customers to use a mobile application on their
phone.Subscription fees shall become due upon the commencement of the
implementation of mobile applications. This includes:
a. 31,000 SCM Users
b. 35 Customer Service Portal (CSP) Admin users
3. Text Short Message Service (SMS) Notification Services – Amendment 4 Appendix 1
a. Implement and provide the option for customers to receive text
notifications for SCM billing module-related notifications (e.g., new monthly
invoice and late notices). Subscription fees shall become due upon the
commencement of the implementation of text message notification
services.
4. WeSmart Chatbot (Advanced) - Amendment 4 Appendix 1
a.Implement and provide the option for customers to use chatbot features
with the web portal and mobile apps. Subscription fees shall become due
upon the commencement of the implementation of WeSmart Chatbot.
b. Features include FAQ, Billing, Payment, Live Chat, and Usage
5. Additional Test Environment (Non-Prod) - Amendment 4 Appendix 1
a. Provides a stand-alone and dedicated User Acceptance Testing (UAT)
environment dedicated to long-term project testing (e.g., AMI) as required.
6. Single Sign On (SSO) Integration - Amendment 4 Appendix 1
a. CONSULTANT will set up SCM (Smart Customer Mobile) as an Identity Provider
for a SAML-based Single Sign On (SSO) integration with CITY 3rd Party
Applications, to be identified by CITY.
7. Max Support Plan - Amendment 4 Appendix “2”
a. Extends the “max support” option for additional dedicated SEW resources
and services to resolve complicated SCM and integration issues in a timely
manner
Vers.: Aug. 5, 2019
Page 6 of 35
8.System Re-integration with the City’s SAP S/4HANA on Version 7 (V7) - Amendment
4 Appendix 3. Vendor will integrate the existing Version 7 (V7) web portal with the
City’s upgraded SAP S/4HANA environment prior to upgrading the portal to Version
11 (V11).
9. Upgrade Web Portal to Version 11 (V11) - Amendment 4 Appendix 4.
Vendor will upgrade the current web portal version from Version 7 (V7) to Version
11 (V11).
10. Additional Enhancements: In anticipation of required enhancements, Consultant shall
provide up to $45,000 worth of software enhancements to the City upon the City’s
request and approval in writing using the Change Control Process as discussed in
Exhibit A section VIII in the original agreement and billed based on a fixed-fee basis.
These enhancements may include, but are not limited to, the following:
a. Add/change/enhance software modules
b. Add/change/enhance features
c. Add/change/enhance reporting
d. Add/change/enhance API integrations or other integration between SCM®
and the various City business systems and hosted environments
e. Add/change/enhance the City’s SAP environments
Vers.: Aug. 5, 2019
Page 7 of 35
EXHIBIT “B”
SCHEDULE OF PERFORMANCE, (REFLECTS AMENDMENT 4 TERM ONLY)
In the event of a conflict between the contents of (i) Exhibit B and (ii) Amendment 4 Appendices
1-4, the latter shall govern.
CONSULTANT shall perform the Services to complete each milestone within the number of
days/weeks specified below for each task in scope. The time to complete each milestone may
be increased or decreased by mutual written agreement of the project managers for
CONSULTANT and CITY so long as all work is completed within the term of the Agreement.
CONSULTANT shall provide a detailed schedule of work consistent with the schedule. The total
duration of system set up, deployment and stabilization will be completed within 365 days from
the service effective date of April 1, 2026.
Tasks Pursuant to Amendment 4
Task Phas
e
SES Deliverables City Deliverables Completion Date
1 Annual SCM
Subscription
services extended
(Web Portal)
Functioning portal with the
My Account, Usage, Billing,
Services, and Notification
modules operational
Amendment No. 4 approval Upon Amendment
effective date
2 Annual SCM
Subscription
services extended
(Mobile
Application)
Functioning mobile app with
the My Account, Usage,
Billing, Services, and
Notification modules
operational
Amendment No. 4 approval As requested by the
Project Manager, due
1 Year from the
request.
3 Text Short
Message Service
(SMS) Notification
Services
Functioning notification
feature sending text
notifications for the
billing module
Availability of 3rd
Party and City project managers
Timely UAT and
approval
As requested by the
Project Manager, due
1 Year from the
request.
4 WeSmart Chatbot
(Advanced)
Functioning chatbot with
FAQ, Billing, Payment, Live
Chat, and Usage
Availability of 3rd
Party and City project managers
Timely UAT and approval
As requested by the
Project Manager, due
1 Year from the
request.
Vers.: Aug. 5, 2019
Page 8 of 35
5 Additional Cloud
Tenant
Functioning and separate
User Acceptance Testing
(UAT) environment
Availability of 3rd
Party and City project managers
Timely UAT and approval
Upon Amendment
effective date
6 3rd Party SSO
Integration Functioning Dashboard tiles
and links to each SSO
integration
Availability of 3rd
Party and City project managers
Timely UAT and approval
As requested by the
Project Manager, due
180 days from the
request.
7 Max Support Plan Dedicated resources are
available to resolve issues
per Appendix 2 terms and
conditions.
Amendment No. 4 approval
Upon Amendment
effective date
8 System Re-
integration with
the City’s SAP
S/4HANA on
Version 7 (V7)
Functioning portal with the
My Account, Usage, Billing,
Services, and Notification
modules operational
integrated to City S/4 HANA
system
Availability of 3rd
Party and City project managers
Timely UAT and approval
As requested by the
Project Manager, due
in production in
parallel with the City’s
S/4 upgrade go-live
date by Jan 2027
9 Upgrade Web
Portal to Version
11 (V11)
Functioning portal with the
My Account, Usage, Billing,
Services, and Notification
modules operational on
Version 11
Availability of 3rd
Party and City project managers
Timely UAT and approval
As requested by the
Project Manager, due
1 Year from the
request.
10 Additional
Professional
Services
Future professional services
functioning as per the
specifications in the
approved Change Request
(CR) document
Availability of 3rd
Party and City project managers
Timely UAT and approval
Up to 3 years from
Amendment effective
date
The Parties may mutually agree to an extension of time for completion of tasks provided
such extension is reflected in writing.
Vers.: Aug. 5, 2019
Page 9 of 35
EXHIBIT “C-3”
COMPENSATION, AMENDMENT 4 (ADDED)
In the event of a conflict between the contents of (i) Exhibit C-3 and (ii) Amendment 4
Appendices 1-4, the latter shall govern. City agrees to compensate Consultant: (i) for
professional services set forth in Amendment 4 Appendices 3 and 4 as set forth in (a) Amendment
4 Appendix 3 and (b) Section 3 of Amendment 4 Appendix 4 (“Professional Services”) performed
as designated under the Supplemental Scope of Work – Amendment 4 Tasks, and (ii) for the
software subscription and/or other applicable fees as set forth in Sections 3-5 of Amendment 4
Appendix 1 for the Amendment 4 Extension Term as set forth in such sections. For the avoidance
of doubt, the Professional Services are priced on a fixed fee, milestone based compensation schedule,
meaning that, provided that the scope does not change and the assumptions and other terms
describing the work are accurate, Consultant shall only be entitled to the fixed fees upon completion
of the applicable milestone and not any other amounts. In the event the assumptions are not accurate
or the scope in Amendment 4 Appendices 3 and 4 changes, a separate written change request shall
be required.
Subject to the paragraph above, compensation during the Amendment 4 Extension Term
shall not exceed a maximum total amount of $972,625.00 dollars, which includes annual
subscription fees for year nine (9) (April 2026-March 2027), ten (10) (April 2027-March 2028),
and eleven (11) (April 2028-Mar 2029), integration to S/4 HANA, upgrade to V11, text
notification, elevated maximum support plan and any Additional and Optional Services as
authorized by City in accordance with this Agreement:
Summary Table for Years 9, 10, and 11
Vers.: Aug. 5, 2019
Page 10 of 35
I. Pricing breakdown for Years 9, 10, and 11
April 1, 2026, through March 31, 2029 (the Amendment 4 Extension Term)
Description
1. Web Portal Subscription:
SCM® Annual User Connections for
Year 9 (31,000 subscriptions and 35
admin users)
SCM® Annual User Connections
for Year 10 (31,000 subscriptions and
35 admin users)
SCM® Annual User Connections for
Year 11 (31,000 subscriptions and 35
admin users)
Amount
$71,605
$100,000
$100,000
Due
100% to be paid on Amendment 4 Extension Term
Start Date
100% to be paid on the first anniversary of
Amendment 4 Extension Term Start Date
100% to be paid on the second anniversary of
Amendment 4 Extension Term Start Date
Description Year 9 Year 10 Year 11 Total
Subscription Services:
Web Portal $71,605 $100,000 $100,000 $271,605
Mobile $25,000 $50,000 $75,000
Max Support $60,000 $60,000 $60,000 $180,000
Subtotal $131,605 $185,000 $210,000 $526,605
Additional Services:
WeSmart Chatbot - Implementation $24,650 $24,650
Integration to S/4 HANA $79,500 $79,500
Upgrade to portal V11 $165,000 $165,000
Subtotal $244,500 $24,650 $269,150
Optional Services:
WeSmart Chatbot $29,750 $29,750 $59,500
Additional Test Environment $8,790 $8,790 $8,790 $26,370
Text Notification $10,000 $10,000 $20,000
SSO Integration $26,000 $26,000
Enhancements $15,000 $15,000 $15,000 $45,000
Subtotal $49,790 $63,540 $63,540 $176,870
Total $425,895 $273,190 $273,540 $972,625
Vers.: Aug. 5, 2019
Page 11 of 35
2.Mobile App Implementation and
Subscription:
SCM® Annual User Connections
for Year 10 (31,000 subscriptions and
35 admin users)
SCM® Annual User Connections for
Year 11 (31,000 subscriptions and 35
admin users)
$25,000
$50,000
100% to be paid upon the commencement of
the implementation of the Mobile App solution.
100% to be paid onthe next anniversary of the
Amendment 4 Extension Term Start Date.
3.Text Short Message Service (SMS)
implementation and notification
Services
Year 10
Year 11
$10,000
$10,000
Fixed Fees
100% to be paid upon the commencement of the
implementation of the SMS services.
100% to be paid on the next anniversary of the
Amendment 4 Extension Term Start Date
Volume-Based Fees
$0.04 for each message in excess of 50,000 SMS
messages in any year
4.WeSmart Chatbot (Advanced)
Implementation fee
Year 10
Year 11
$24,650
$39,000
$39,000
Implementation fee invoiced as follows:
25% to be paid upon completion of DOU
50% to be paid upon City UAT sign off in QAS
25% to be paid upon deployment in production.
100% to be paid upon the commencement of the
implementation of the WeSmart Chatbot solution.
100% to be paid upon the next anniversary of the
Amendment 4 Extension Term Start Date.
5.Additional Cloud Tenant $26,370 $8,790 annually on the Amendment 4 Extension
Term Start date and annually thereafter
Vers.: Aug. 5, 2019
Page 12 of 35
6. Single Sign On 3rd Party Integration $26,000
Implementation fee invoiced as follows:
25% to be paid upon completion of DOU
50% to be paid upon City UAT sign off in QAS
25% to be paid upon deployment in production.
7.Max Support Plan
Year 9
Year 10
Year 11
$60,000
$60,000
$60,000
100% to be paid on Extension Term Start Date
100% to be paid on the first anniversary of the
Amendment 4 Extension Term Start Date
100% to be paid on the second anniversary of the
Amendment 4 Extension Term Start Date
8.System Re-integration with the City’s
SAP S/4HANA on Version 7 (V7)
$79,500 25% to be paid upon completion of DOU. 50%
to be paid upon City UAT sign off in QAS.
25% to be paid upon deployment in production
9.Upgrade Web Portal to Version 11
(V11)
$165,000 25% to be paid upon completion of DOU. 50%
to be paid upon City UAT sign off in QAS. 25%
to be paid upon deployment in production.
10.Additional Enhancements $45,000 Invoiced at actual costs as incurred via Project
Change Request (PCR) process
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Amendment 4 Appendix 1
Order Form for Smart Energy Water Cloud Services Subscription
Between Smart Energy Systems, Inc. dba Smart Energy Water
15495 Sand Canyon Avenue, STE 100
Irvine, CA 92618
(“SEW”)
And City of Palo Alto
250 Hamilton Avenue
Palo Alto, CA 94301
(“Customer”)
1. Order Form
This Order Form, once signed by SEW and Customer shall be a binding agreement for the SEW Cloud Services (as defined herein) and/or other products
or services set forth herein effective as of the date it is signed by Customer (the “Effective Date”). Customer subscribes to, and SEW will provide to
Customer, the SEW Cloud Services and/or other products and services selected in Sections 2 through 5 of this Order Form pursuant to the Software
as a Service Subscription Licensing Terms attached as Exhibit L (“SaaS Terms”) to Contract No. S18165157, dated October 17, 2017 (“Contract”).
2. SEW Cloud Services
The table below sets forth the SEW Cloud Services purchased by Customer for the Initial Term subject to the SaaS Terms.
Product Code Product Name
SmartCX – Mass Market Persona
CXM-10-Web Customer Web Portal
CXM-10-Mobile Customer Mobile Apps (iOS & Android)
CXM-10-1 CXM – My Account
CXM-10-2 CXM – Billing
CXM-10-3 CXM – Usage
CXM-10-4 CXM – Compare
CXM-10-6 CXM – Notifications
CXM-10-7 CXM – Service
CXM-10-8 CXM – Connect Me
CXM-10-9 CXM – Ways to Save
Business Experience (BX) - Standard
BXM -10-13 BXM – Dashboard
BXM -10-14 BXM – CSR
BXM -10-15 BXM – Administration
Business Experience (BX) - Advanced
BXM-10-16 BXM – Ways to Save
BXM -10-17 BXM – Notifications
BXM -10-19 BXM – Customer AI / Analytics
Support Plan Subscription
Sup-1 Standard Support Plan (included)
Sup-2 Max Support Plan (requires a separate order form)
3. Subscriptions, Initial Term, and Fees
The table below sets forth the type and number of SEW Cloud Service subscriptions purchased by Customer (as well as the number of users authorized
to utilize such service). All fees set forth herein are in U.S. Dollars (USD).
Product Subscription Metric Number of
Subscriptions
Annual
Subscription Fee
SmartCX - Mass Market Persona
(Web Portal) Meters / Active Services
31,000
4/1/2026-3/31/2027 - $71,605
4/1/2027-3/31/2028 - $100,000
4/1/2028-3/31/2029 - $100,000
SmartCX - Mass Market Persona
(Mobile Apps) Meters / Active Services
-$25,000 upon the
commencement of the Mobile
Apps implementation (“Mobile
Apps Implementation
Commencement”)
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-$50,000 on the next anniversary
of the Effective Date following the
Mobile Apps Implementation
Commencement.
SmartBX – Standard / Advanced Utility Users 35
Included
(Additional Users at $295 per User
annually)
Renewal Term Payment Conditions
April 1, 2026,
through March
31, 2029
All Mass Market Persona (Web Portal) subscription fees for the
Amendment 4 Extension Term are due upon signing and invoiced
as follows:
April 1, 2026 – $71,605
April 1, 2027 – $100,000
April 1, 2028 – $100,000
The “Amendment 4 Extension Term” means that certain period commencing on April 1, 2026, and ending on March 31, 2029. The subscriptions and
services selected in Sections 4 and 5 of this Order Form and the fees therefore (except for usage-based fees) are set forth in such sections included
in the table above. Additionally, the Mass Market Persona (Mobile Apps) subscription fees shall be invoiced as set forth in the first table in this Section
3.
4. SEW Smart Messaging Services
The table below sets forth the SEW Notification Services subscriptions purchased by Customer for the Amendment 4 Extension Term subject to the
terms and conditions of those of certain SEW Notification Services Agreement (Appendix 1-A) attached to Amendment No. 3. The fixed monthly and
annual fees for such services are due annually in advance. Any usage-based fees shall be invoiced monthly.
TEXT MESSAGING SERVICE
Service Type Price (USD) / Additional Terms
Outbound SMS Text Bill Notification
$10,000 for first 50,000 SMS messages, upon the commencement of the
Text Messaging Service implementation (“Text Messaging Service
Implementation Commencement”), and $0.04 for each message in excess of
50,000 in the year
$10,000 for first 50,000 SMS messages, on the next anniversary of the
Effective Date following the Text Messaging Service Implementation
Commencement, and $0.04 for each message in excess of 50,000 in the
year
SMS Text message speed shall be up to 5 messages/second.
WE SMART CHAT & BOT SUBSCRIPTION
Description Price (USD)
WeSmart Chatbot (Advanced) - FAQ, Billing, Payment,
Usage
Annual Subscription Fee:
$29,750 upon the commencement of the
WeSmart Chatbot implementation (“WeSmart
Chatbot Implementation Commencement”)
$29,750 upon the next anniversary of the
Effective Date following the WeSmart
Chatbot Implementation Commencement.
+
One-time Implementation Fee $24,650 invoiced as
follows:
25% to be paid upon completion of DOU
50% to be paid upon City UAT sign off in QAS
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25% to be paid upon deployment in
production.
5. Add-on Subscriptions
The tables below set forth the type and number of additional subscriptions purchased by Customer
Other Subscriptions
Product Comments / Additional Terms Fees
Non-Production Tenant
Additional Non-Product Tenant. The additional non-
production tenant shall be provided pursuant to those
certain Dual/Non-Production Environment Terms &
Conditions attached to Amendment No. 3 as Appendix
2.
$8,790 annually
SSO Integration Includes one third party integration only
$26,000 one-time implementation fee
invoiced as follows:
25% to be paid upon completion of DOU
50% to be paid upon City UAT sign off in
QAS
25% to be paid upon deployment in
production.
Amendment 4 APPENDIX 2
Subscription Order Form for SEW Max Support Plan
Between Smart Energy Systems Inc. dba Smart Energy Water
15495 Sand Canyon Ave. STE #100
Irvine, CA 92618
(“SEW”)
And City of Palo Alto
250 Hamilton Avenue
Palo Alto, CA
(“Customer”)
1. Order Form
This Order Form, as issued by SEW, shall constitute an offer made by SEW to a Customer. When signed and returned to SEW by Customer, it shall become
a binding agreement for the SEW Software or other Services listed in this Order Form and effective on the date signed by Customer. This Order Form is
governed by and incorporates the terms and conditions of the SEW Max Support Plan Agreement attached to Amendment No. 3 as Appendix 3 (“Terms and Conditions”).
2. Plan Details & Fees
The table below shows the purchased Service(s) fees which shall be listed and selected by Customer below and subject to the Terms and Conditions.
MAX SUPPORT PLAN (MSP)STANDARD SUPPORT PLAN (SSP)
1 Production Support
a Issue Reporting
Direct Line Reporting to SEW CSM or SEW
TDM
(In addition to SSP options)
Contact SEW Support
b Issue Response Accelerated Standard
c RCA Analysis & Review Monthly RCA & Diagnostics Review with TDM Self-service via SEW Support
2 Enhanced Support
a Named Technical Delivery
Manager (TDM) Not Included
b Accelerated Incident
Management (“AIM”) Not Included
c End-to-end Supportability Not Included
d Product/ Support Specialist
Services 750 Support Services Quota hours
(62.5 Support Services Quota hours)
Available at additional cost
e On Call Live Support Not Included
f Support Services Hours Not Included
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3 Learning and Enablement
a Monthly Meet-the-Expert
Sessions Not Included
b Certified Training
Customer Specific Digital Self-Service Content
Library (30 minutes) and
Quarterly 1-hour Webinar credit
Available at additional cost
Annual Fee $60,000 per year Included in License Subscription Fee
Fees as set forth herein shall be invoiced and paid on an annual basis upfront. Company agrees to make all payments to SEW within thirty (30) calendar days
after receipt of invoice. Late undisputed invoices will incur a late payment fee of 1.5% or the maximum allowable under the law, whichever is less.
3. Term
The term of the Max Support Services shall commence upon April 1, 2026, and end on March 31, 2029.
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Amendment 4 Appendix 3
Statement of Work for System Re-integration with the City’s SAP ERP S/4HANA
Pursuant to the MSA/STATEMENT OF WORK entered between Smart Energy Systems, Inc. dba Smart
Energy Water (“SEW”) and City of Palo Alto (“Client”), Client would like to make the following changes:
Client is currently operating SmartCX version 7, which is integrated with SAP ECC 6 EHP8. As part of Client’s
enterprise modernization initiative, the City is planning a migration from ECC to SAP S/4HANA and RISE, with
the target program timeline extending into 2027.
Due to updated program timelines, delivery sequencing, and overall project risk considerations, Client has
requested a revised integration approach.
Instead of waiting for the SmartCX v11 upgrade to complete before integrating with SAP S/4HANA, Client now
requires:
• SmartCX v7 to be re-integrated with SAP S/4HANA to support the ECC to S/4HANA transition
This covers the additional scope required to design, build, test, and deploy a SmartCX v7 integration with SAP
S/4HANA, which was not included in the originally approved SOW.
In Scope
• Integration design for SmartCX v7 with SAP S/4HANA
• Data mapping and interface adjustments to support SAP S/4HANA data structures, including Business
Partner and Contract Account models
• Development and configuration of integration interfaces (API, IDoc, or middleware as applicable)
• Environment setup and connectivity validation
• Unit testing and integration testing support
• Coordination with Client SAP and system integrator teams
• Deployment support for SmartCX v7 S/4HANA integration
Out of Scope
• SmartCX v11 upgrade activities (covered under existing SOW)
• SmartCX v11 S/4HANA integration (covered under existing SOW)
• SAP functional configuration outside of defined integration touchpoints exist in V7 today
Activities Included
• Project management, planning workshops, and cross-team coordination to support SmartCX v7 SAP
S/4HANA integration
• Impact analysis and documentation covering one SmartCX channel and SAP S/4HANA integration
touchpoints
• Cloud environment engagement and setup across lower and production environments
• Database provisioning, data loading, and environment validation
• Web Portal and BX (Customer Service Portal) verification in lower and production environments
• SAP API configuration, regression testing and integration conflict resolution
• Batch scheduling configuration and end-to-end testing between SAP S/4HANA and SEW SFTP
• Product testing, validation, and defect triage for one SmartCX channel
• Upgrade and integration documentation updates covering SmartCX v7 and SAP S/4HANA
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• Performance testing and verification for SmartCX v7 SAP S/4HANA integration
• Security testing and verification aligned with SAP RISE requirements
• Go-live support and production deployment coordination
• Post go-live hypercare support during stabilization period
Project Schedule
The parties acknowledge and agree that to achieve the targeted January 2027 go-live, Client must provide all
necessary SAP S/4HANA environments, integration access, and representative data no later than June 2026.
Any delays in providing such access may impact project timelines and fees.
The total fees under this Amendment 4 Exhibit 3 are $79,500 and shall be invoiced as follows:
$19,785 (25%) upon completion of DOU
$39,750 (50%) upon UAT sign off
$19,785 (25%) upon delivery to production
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AMENDMENT 4 APPENDIX 4
STATEMENT OF WORK for Web Portal Upgrade to Version 11 (V11)
For the purposes of this Statement of Work (“SOW”), the Parties are referred to as Smart Energy Water
(“SEW”) and the City of Palo Alto (“Client”). This SOW confirms SEW’s agreement that SEW will provide the
implementation services set forth herein to upgrade the currently deployed SEW platform applications, (the
“Project”). City and SEW will develop a Document of Understanding (DOU) that will articulate in writing the
responsibilities, and timeline for the V11 transition, based upon best information available to the Parties. The
Designated Project Manager for each Party is authorized to approve the DOU and any necessary
modifications.
1. Functional Scope
a. Software In Scope
This project aims to upgrade the currently deployed SEW platform applications, modules, and functional
configurations set therein to the new platform version 11 while maintaining the same feature set for Client’s
users. The scope of services under this SOW includes the functionality and feature configurations set in the
current SEW Applications, listed in Appendices A (V11 Modules and Functionality to be Implemented) and B
(Change Requests And Customizations In Version 7.0), currently deployed in the Client production
environment.
b. Out-of-Scope Application Modules
Modules, features, and integrations not configured in the current SEW platform deployment are out-of-scope
for this SOW. If Client elects to add any modules, features, or integrations not configured in the current SEW
platform deployment, additional fees (including implementation and if applicable, subscription fees).
c. Scope of Services
The scope of the project includes the following key implementation activities:
1. Mapping currently deployed SEW software configurations to the SEW platform version 11 configurations.
2. Review and remapping of the Client-side integrations to the new SEW platform 11 integration framework.
3. Upgrade the Client deployment to SEW platform version 11.
4. Re-deploy and publish the new version 11 applications for Client.
i. In-scope services for integration
Integration to Client source systems and data is assumed to utilize the integrations developed for existing
SEW platform deployment. Any integrations currently not in the production environment are considered out of
scope and will be subject to change control.
ii. Functional Scope
The scope of this SOW is limited to the functionality and features configured in the existing production
applications for Client. Any changes to the functional specifications during the project will be managed through
the change control process.
iii. In-Scope Master & Transactional Data
No new data conversion is in the scope of this SOW.
iv. Language Scope
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All project activities will be performed, and deliverables will be created in English. There is no requirement to
support any language other than English. To the extent that any translation activities are required, those
translation activities will be the responsibility of Client.
V11 Upgrade – S/4HANA Reintegration Scope Statement
As part of the upgrade from SmartCX V7 to V11, Client is concurrently performing an internal modernization
initiative to migrate their Customer Information System (CIS) from SAP ECC to SAP S/4HANA. Given this
parallel program, SEW will provide support to ensure V11 is properly re-integrated with Client’s new S/4HANA
data model, within the boundaries of the current approved scope.
Scope of Work
As part of the scope of this SOW, SEW will perform the following:
1. Review the S/4HANA Data Model Relevant to V11
a. Analyze customer, account, premise, service agreement, billing, and payment-related entities
required for SmartCX V11 functionality.
b. Confirm object mapping between existing ECC integration objects and S/4HANA equivalents.
2. Integrate SmartCX V11 to Align with S/4HANA
a. Update inbound and outbound interfaces (including file integration) to align with S/4HANA data
structures consistent with the current V7-to-V11 functional scope.
b. Ensure compatibility for Phase 1 modules and any integration objects included in scope.
3. Validate and Re-Map Integration Touchpoints
a. Validate all impacted API(s), batch interfaces, message queues, and data pipelines.
b. Re-map fields only where necessary to enable V11 functionality, without introducing new
business processes or expanding scope.
4. Coordination with Client SAP Team
a. Participate in technical workshops remotely (onsite may be an option when available) to confirm
object definitions, naming conventions, and functional equivalencies between ECC and S/4.
b. Dependency: Finalized S/4HANA data model, field dictionary, and interface definitions must be
provided by Client.
5. Regression Testing & Interface Certification
a. Perform end-to-end validation of V11 integrations with S/4HANA.
b. Support regression testing to ensure no functional regression from the V7 baseline.
6. Support for Data Refresh / Mock Deployment Cycles (Up to 3 Cycles)
a. SEW will support Client with up to three (3) data refresh or “mock deployment” cycles during
the upgrade.
b. Support includes reviewing converted data, identifying data issues impacting V11 functionality,
and advising Client on corrective actions.
c. SEW will assist in verifying that S/4HANA-converted data aligns to the expected V11 integration
and functional data model.
d. Any additional cycles beyond the three (3) included will require a separate Change Request.
7. Migration of users from V7.5 to V11, so users can leverage same credentials for login into V11 platform.
Out of Scope / Assumptions
No new integrations or additional business processes outside the existing V7 baseline.
No customizations introduced by Client as part of S/4HANA migration unless required for V11
integration.
No redesign of business processes or enhancements not included in the contracted V11 upgrade
scope.
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SAP S/4HANA migration tasks, configuration, and data transformation activities are Client
responsibilities.
Any work dependent on Client timelines or delays in S/4HANA readiness may require schedule
adjustments or a Change Request.
Existing integration format for file based integration to stay intact
Configuration and testing activities are dependent on availability of data from SAP as well as SAP S/4
HANA environments.
Dependencies
Client must work with SEW to sign off on final S/4HANA entity definitions, field mapping documentation,
integration specifications, and test environments.
Client must complete their data conversion and provide refreshed environments within agreed
timelines.
2. Key Assumptions
SEW has relied on the assumptions stated below in pricing, planning, and determining its approach to the
Services.
1. Upon SEW’s commencement of technical updates in connection with the v11 upgrade to Client’s
environments, the rollback to the previous version of the SEW platform will not be available. Any rights or
assumptions of SEW included in the SOW for the implementation of the previous version of the SEW
platform as set forth in Exhibit A and A-1 of the Agreement (“Previous SOW”) and any obligations or
limitations of Client included in the Previous SOW shall also apply here.
2. SEW will configure, integrate, and deliver the new SEW platform 11 applications to match the functionality
and workflows in Client’s existing SEW production applications. All workarounds or changes shall be
documented separately and follow the Change Request process.
3. If applicable, Client shall utilize the UAT test plan and scripts prepared by SEW for testing and acceptance
purposes.
4. The customer shall provide timely responses to SEW for any of SEW’s information needs and timely review
of all project documents provided. Client will make the best effort to respond in three (3) business days or
less for project decisions and in five (5) business days or less for business-related decisions.
5. Client shall provide onsite workspaces for SEW resources, with internet connectivity, as necessary. No
travel is anticipated for this project.
6. SEW shall utilize existing web service interfaces developed as part of the current deployment to meet the
requirements stated in this SOW. The features and user experience design will be limited by the data
provided through these interfaces.
7. Any customization or changes, other than those outlined in Appendix B (Change Requests And
Customizations In Version 7.0), to the features, requirements, and functionality will impact the budget and
schedule and shall be considered separately through the Project Change Request process as set forth in
Section 4 of this SOW. Costs for customizations shall depend upon the services and levels of effort
required, which shall be reviewed with Client by an account or project manager of SEW and shall require
a written change request or amendment prior to the commencement of any work on such customizations.
8. Provider will provide up to 4 (four) hours of webinar-based remote training. Training will be conducted in a
train the trainer format. End user (Utility customer) training is not in scope of this SOW.
9. It is essential for both parties to manage the below-listed contingencies to ensure the timely and successful
implementation of the Project. Any delay from either party regarding any of the below-listed items may
have an impact on the Project duration, schedule, resources, and budget, requiring parties to discuss a
Project Change Request.
a. Delay in approving necessary documentation, artifacts, or deliverables.
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b. Delay or unresponsiveness from third-party service providers.
c. Unavailability of personnel to work on the Project.
d. Requested information is unavailable or not provided in a timely manner.
e. Data is unavailable, missing, or incorrect.
f. Access to the data/files is unavailable or interrupted.
10. Additional SEW and Client responsibilities are set forth in Appendix C.
3. Fees. The total fees under this Amendment 4 Exhibit 4 are $165,000 and shall be invoiced as follows:
$41,250 (25%) upon completion of DOU
$82,500 (50%) upon UAT sign off
$41,250 (25%) upon delivery to production
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APPENDIX A – V11 Modules and Functionality to be Implemented
Product Code Product Name
SmartCX – Mass Market Persona
CXM-10-Web Customer Web Portal
CXM-10-Mobile Customer Mobile Apps (iOS & Android)
CXM-10-1 CXM – My Account
CXM-10-2 CXM – Billing
CXM-10-3 CXM – Usage
CXM-10-4 CXM – Compare
CXM-10-6 CXM – Notifications
CXM-10-7 CXM – Service
CXM-10-8 CXM – Connect Me
CXM-10-9 CXM – Ways to Save
Business Experience (BX) - Standard
BXM -10-13 BXM – Dashboard
BXM -10-14 BXM – CSR
BXM -10-15 BXM – Administration
Business Experience (BX) - Advanced
BXM-10-16 BXM – Ways to Save
BXM -10-17 BXM – Notifications
BXM -10-19 BXM – Customer AI / Analytics
Support Plan Subscription
Sup-1 Standard Support Plan (included)
Sup-2 Max Support Plan (requires a separate order form)
Customer Notification Preferences
The SmartCX software includes integrated notification services which can be configured upon request for the purposes
of customer alerts and notifications based on configurable workflow and decision trees.
The scope for configuration of notifications/alert campaigns will be determined during the Planning & Design phase.
Additional alerts/campaigns can be configured at additional cost.
Module Notification Email
My Account
Online Account Registration/Activation Link X
Forgot Your Password X
Forgot Your Username X
Profile Information Update (Phone &Email)X
Password Updated X
Paperless Bill Enrollment/Unenrollment X
Add/Delete Account X
Add/Delete Payment Method X
Updating Marketing Preference X
Billing
eBill Ready Notification X
Payment Reminder X
Payment Plan/Arrangement Enroll/Unenroll Confirmation X
Autopay Enroll/Unenroll Confirmation X
Connect Me Usage Threshold Alerts (triggered based on customer established
threshold) X
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Customer Usage Data
AMI
Monthly
Client Vendors
CIS – SAP S4/HANA
Billing – SAP S4/HANA
Payments – Elavon
Meters –Smart Works Compass
Bill PDF - Infosend
SMARTCX-7.5 Base Build Functionality includes:
Registration & Log-in
Registration Step 1 (Validation):
Ability to validate up to 2 or more fields during registration- Account #, last four digit of Primary ID, Email Address
Registration Step 2 (Sign Up):
Ability to allow the user to enter personal information (Username, Password, First Name, Last Name)
Ability to enroll in paperless billing during registration
Ability to subscribe to notification preferences during registration
Ability to verify the user by sending the activation link on email followed by a reminder
Ability to sync all accounts, associated with the customer depending upon the account used for registration, to the
registered user profile
Ability to use login Help (Forgot username, Forgot Password, Problem Signing in) for assistance
Ability to login with valid username and password
Ability to authenticate the user via MFA on the registered email address
Ability to block the IP/Account during incorrect login/registration attempts
Ability to provide biometric login depending upon device
CSRs have the ability to reset password.
My Account
Ability to show/edit personal contact info (Email Address, Phone Number) entered during registration to the user
Ability to show/edit login info (Username, Password) entered during registration to the user
Ability to add/edit personal info (Secondary Email Address, Secondary Phone Number) entered during registration
to the user
Ability to give the add / edit / delete payment methods (Credit card, Bank account)
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Ability to set the notification preferences (Email only) at user + account level
Ability to set quiet hours (Part of notification preferences)
Ability to make an account as default for better user experience
Ability to link accounts with the profile
Ability to unlink accounts from the profile
Ability to show/update account level nickname
Ability to show/update account level enrollment for bill types (Paperless, Paper, Both)
Ability to show/update the account level mailing address
Ability to download a user's data to meet the compliance regulations
Ability to submit a delete user's profile request
Ability to gather answers on the surveyed rolled out under About My home (Residential Customers) and About My
business (Commercial Customers)
Ability to delegate the access of account (Guest User)
Ability for a guest to register a new or use its existing profile to access the invited account
Ability to resend the activation or edit the access details of the invited guest user
Ability to inform users via standard email notifications for important updates related to the account and profile
Ability to change names after account creation.
Ability to consolidate all accounts associated with the customer into one profile.
Dashboard
Ability to show the welcome screen - First Time User Only, to allow them to set basic optional notification
preferences for a better experience
Ability to show the billing summary on the dashboard and redirect to the billing modules: remaining balance, due
balance, and due date.
Ability to show the bill comparison on the dashboard for latest bill, second latest bill and last year's bill
corresponding to the latest this year.
Ability to show or manage the banners on the right rail contents and Auto Pay Carousel
Ability to select account from account selection (customer with more than 1 account)
Ability to allow the CSR to see the same screens available to the customer when in the portal to facilitate customer
calls.
ability to develop and display reports for tracking customer activities like registration status and service requests.
The district staff should have the ability to view reports by date range, monthly, yearly, for issues, notifications,
usage, navigation trends, and history etc. For instance number of clicks, number of abandoned transactions by
date, device, time, and screen names.
Generic Functionalities (across platform)
Ability to choose the account/property address linked to the profile so that account specific information can be
accessed across the platform
Ability to show the FAQs
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Ability to greet the user based on the time zone
Ability to show the Terms & Conditions and Privacy Policy
Ability to show the total number of unread notifications on the bell icon and redirect to the notification inbox
Ability to view all social media accounts associated with the district.
The Portal shall allow the staff to view all customer notifications in one location along with the ability to respond to
one or multiple customers
Billing
Ability to Show Due Balance & Credit from (Account level)
Ability to show Pass Due Balance (Account level)
Ability to open/export Bill PDF (Account level)
Ability to show Due Date (Account level)
Ability to show Bill Period (Account level)- Support monthly and bi-monthly billing period
Ability to access bill history up to 3 columns- Bill Date, Amount, Bill PDF (Account level) (12 months)
Ability to access payment history up to 3 columns-Payment Date, Payment Amount, Channel (Account level) (12
months)
Ability to export bill details to XLS (Account level)
Ability to export bill history to XLS (Account level)
Ability to export payment history to XLS (Account level)
Ability to set up Autopay- SEW scheduler (Account level)
Ability to set up Autopay- send AP details to CIS (Account level)
Ability to make 1-time payment (Pre-Login and Post Login)
Ability to integrate with Elavon with standard payment API (Account level)- Supports CC, Debit, and ACH
Ability to make unauthenticated 1-time payment- 2 fields validation, and SMARTCX will be displaying total due
balance post validation
Ability to display payment location on google map
Ability to submit billing queries to CSR
Ability to view all the bills associated with the customer. Suppose the customer has more than one account.
Ability to make one payment for all the accounts (aggregated amount, if any partial amount, payments need to be
made separately) associated with the customer.
All payments made on the portal should reflect in CIS real time
Ability to save bank and/or credit details for ease of payment
Ability to track all notifications by type, open date, close date
Usage & Compare
Usage Ability to show consumption monthly average in UOM (KwH, Gal, CF) with the ability to
switch between UOM.
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Usage Ability to show the highest consumption this year in UOM (KwH, Gal, CF)
Usage Ability to show monthly usage (Non-AMI)
Usage Ability to show interval usage 15 mins, 30 mins, hourly based on data received (AMI-
Client provide/no calculation)
Usage Ability to view usage at meter level (meter selection dropdown)
Usage & Compare Ability to toggle between UOM and Dollar (Billing Period Usage only for $)
Usage & Compare Ability to show usage graph- Y-axis unit consumption, X-axis usage months
Usage Ability to export consumption data according to user filter
Usage & Compare Ability to filter by usage year
Usage Ability to set usage alert (AMI)
Usage Ability to view rate plan- Client to provide data or redirect link
Usage Ability to download green button data- service type (electricity), select meter number,
From-To date range (XML format).
Usage & Compare Ability to see Usage use so far this month if interval and daily AMI data is available for
the utility account for UOM and Dollar consumption.
Usage & Compare Ability to see projected usage for the current billing period if interval and daily AMI data is
available for the utility account for UOM and Dollar consumption.
Usage & Compare Ability to select an account from the account selector, the user will be able to view usage
& compare at the meter level associated with the selected account.
Usage & Compare Ability to switch between different commodities (Gas, Electric, and Water) if the data
structure is support under utility account.
Compare Compare Me- Ability to compare my usage for the current month for this year to the same
month of the previous year.
Compare Compare Zip- Ability to compare my usage for the current month for this year to the same
month of the previous year.
Compare Compare Utility- Ability to compare my usage for the current month for this year to all
customer's average for the same month of the previous year
Compare Compare All-Ability to compare my usage for the current month for this year to all
customers, zip code average, and my usage for the same month of the previous year.
Contact Us
Ability for utility customers to submit a support-related request such as login problem, billing queries, etc. Contact
Us form is dynamic and configurable per Client template)
Ability for utility customers to select a specific topic related to their queries. Utility customers can attach a
document with a defined format and present it as part of the request.
Ability for CSR to respond to a customer request in the CSP
Ability to track all notifications by type, open date, and close date.
Service
Customized topics & multiple step forms or Dynamic forms created from CSP based on requirement
Ability to Select Premise Address (CIS)
Page
Ability to Select Premise Address (Google API)
Ability to validate mail address
Support of co-applicant on start service
Form Preview capability before submission
Submit service request (SMARTCX)
Submit service request (CIS)
Unique tracking ID generation against each service request
Service request tracking (SMARTCX)
Save form as drafts and view the same in 'Saved Forms' section
Submit forms for Move in /Move out by the customer from the portal.
Ability to request services like Transfer, Disconnect, Turn-on, Turn-off
Notifications
Functionality
Ability to send notification X days before bill due date- If balance is > $0.00
Ability to send notification on due date - If balance is > $0.00
Ability to send notification X days pass bill due date (Delinquency) - If balance is > $0.00
Ability to send notification X days before autopay withdraw
Ability to send confirmation when one-time payment is successful
Ability to send confirmation when one-time payment is declined
Ability to send notification when SMARTCX execute autopay transaction successfully
Ability to send notification when autopay payment transaction was declined for this customer
Ability to send high usage alert
Ability to send confirmation when a service - move in request has been submitted successfully
Ability to send confirmation when a service - move out request has been submitted successfully
Ability to send confirmation when a service - transfer request has been submitted successfully
Ability to send confirmation when a service - others request has been submitted successfully
Ability to send notification when profile information has been updated successfully
Ability to send notification when notification preferences has been updated successfully
Ability to send notification when payment methods has been added/deleted/Edited successfully
Ability to send notification when a guest user has been invited/added to the profile successfully
Ability to view the notices and communication sent to them on the customer's account within the portal.
Ability to view push communication and other notices which was sent out.
Outages
Functionality
Ability to redirect to outage page on Client webpage
Page
Efficiency /
Conservation
The Efficiency/Conservation module displays the utility energy efficiency and water
conservation programs, rebates, and savings tips with the ability for the customer to view and
enroll in these programs using any device (desktop, tablet, smartphone). Specifically, utility
customers will be able to view rebates and programs available.
View personalized savings tips based on customer class (residential/C&I)
Any functionality currently present in the V7 build that is not explicitly referenced above shall be included in the V11
upgrade.
Page
APPENDIX B
CHANGE REQUESTS AND CUSTOMIZATIONS IN VERSION 7.0
# Issue key Summary Description Module/SubModul
e v11 OOTB
1 https://smartenergywaternet.atlassian.net/browse/
CR-1069
Extend
Temporary
Password
Expiration to
14 days
Currently, when a customer
receives the email to set up
a new username and
password, they have 7 days
before the link expires.
Registartion / My
Profile Configuration
This link needs to have the
expiration period extended
from 7 days to 14 days.
2 https://smartenergywaternet.atlassian.net/browse/
CR-1086
Add
Welcome
Message on
Pre-Login
Page
Dashboard Configuration
3 https://smartenergywaternet.atlassian.net/browse/
CR-1135
Request for a
Copy of
Gateway
Production
System for
City of Palo
Alto
CPAU is in the process of
building their QA
environment in Cloud.
Configuration
CPAU is now requesting if a
copy of the on-premise
Gateway Production system
for setting up GWQ system
in Cloud. This is to ensure
the latest code and data in
Gateway Production to be a
part of Gateway QA
environment.
4 https://smartenergywaternet.atlassian.net/browse/
CR-1379
Palo Alto -
Ability to
post a
message to
their
customer in
pre and post
login
Palo Alto would like the
ability to post a message in
the prelogin page like WSC
where they have the ability
to customize the message
and turn it on/off in the CSP.
Pre=Login Configuration
They would also like the
ability to post a message in
the post login where they
can customize and post a
message to their customer
post login through the CSP.
All modules and BX Customization
5 https://smartenergywaternet.atlassian.net/browse/
CR-1595
Add static
text to Utility
Bill screen
Add the following static
plain text in box 1 (see
screen shot). Text is: “Please
allow one business day for
the payments to show on
your account”.
Current Bll Verbiage
6 https://smartenergywaternet.atlassian.net/browse/
CR-1657
CPAU
Scheduled
Maintenance
Changes
Content change to
Scheduled Maintenance
Scheduled
Maintenance
Screen
Configuration
8 https://smartenergywaternet.atlassian.net/browse/
CR-1665
CPAU "Pay
Bill" text
change on
Pre-login
Page
SEW to make potential
changes to the "Pay Bill” text
in two locations on the pre-
login page - something akin
to “Quick Bill Pay” or “Bill
Pay - without login
Pre=Login Verbiage
9 https://smartenergywaternet.atlassian.net/browse/
CR-1676
CPAU - add
static text to
top of usage
page in
Add static text to Customer
Portal usage tab "Hover
Over the Bar Graph for More
Details"
Usage Verbiage
Page
customer
portal
1
0
https://smartenergywaternet.atlassian.net/browse/
CR-1714
CPAU
Update Links
on MyCPAU
(behind Logo
on and
Service Turn
On)
External URL to configure Pre=Login Configuration
1
1
https://smartenergywaternet.atlassian.net/browse/
CR-2191
Palo Alto -
Max
Payment
Amount
Customer should not be able
to use any other payment
channel within SMARTCX to
make additional payments
above the 5k limit. This
should prevent them from
also making combination of
different payment types
(VISA/MC/AMEX/Discover)
above 5K.
Billing Configuration
1
2
https://smartenergywaternet.atlassian.net/browse/
CR-2219
Palo Alto -
Add Menu
Item for Bill
Inserts to
Billing Page
to insert a menu and button,
for customers to redirect
them to PAU site.
Current Bill Customization
1
3
https://smartenergywaternet.atlassian.net/browse/
CR-2220
Palo Alto -
Show Auto
Pay
Enrollment
status on
Dashboard
Dashboard Configuration
1
4
https://smartenergywaternet.atlassian.net/browse/
CR-2221
Palo Alto -
Automaticall
y Enroll in
Paperless
Bills at
Registration
Registartion Configuration
1
5
https://smartenergywaternet.atlassian.net/browse/
CR-2222
Palo Alto -
Expand
Length of
Password
field and
Allow
Additional
Characters
Registartion / My
Profile / Pre-
Login/Login
Configuration
1
6
https://smartenergywaternet.atlassian.net/browse/
CR-2441
CPAU: Send a
declined
notification
to autopay
users who
have a credit
card set as
their method
of payment
when their
invoice
amount is
above
$5,000
Notification Customization
1
7
https://smartenergywaternet.atlassian.net/browse/
CR-2832
CPAU: Create
Dedicated
On-Bill
Financing
Page"Loans"
Customization
1
8
https://smartenergywaternet.atlassian.net/browse/
CR-3379
CPAU: Usage
Chart shows Usage Configuration
Page
only 11
months
1
9
https://smartenergywaternet.atlassian.net/browse/
CR-4026
CPAU -
Remove
About My
Home for
Residential
Customers
Account Sub-
Module menu Configuration
2
0
https://smartenergywaternet.atlassian.net/browse/
CR-4117
CPAU: Notify
distribution
list of
notifications
if it reaches
25+/day.
Notification Customization
2
1
https://smartenergywaternet.atlassian.net/browse/
CR-4250
CPAU:
Amendment
#3 - remove
65 + account
linkage limit.
TBD/Customization
/
Configuration
2
2
https://smartenergywaternet.atlassian.net/browse/
CR-4468
CPAU -UAT 2
- AMI project
changes
Configuration +
Customization
2
3
https://smartenergywaternet.atlassian.net/browse/
CR-4711
CPAU:
Change
Notify CPAU
distribution
list if
notifications
if it reaches
25+/day
Sysdate 6am
to Sysdate
11:45am (PT)
Customization
2
4
https://smartenergywaternet.atlassian.net/browse/
CR-5071
CPAU:
Delivery-
Usage graph
- Add Time
Period Range
to Hover
Over of
usage bars
and to the
Usage Export
File
Customization
2
5
https://smartenergywaternet.atlassian.net/browse/
CR-5099
Delivery -
AMI Usage
historical
data load
Configuration
2
6
https://smartenergywaternet.atlassian.net/browse/
CR-5174
CPAU: AMI -
NEM1 device
exchange
data
mismatch
Configuration
2
7
https://smartenergywaternet.atlassian.net/browse/
CR-5452
CPAU: Login
Screen -
Update
Background
Photo
Configuration
2
8
https://smartenergywaternet.atlassian.net/browse/
CR-5486
CPAU: AMI -
Usage graph
kW changes
Customization
2
9
https://smartenergywaternet.atlassian.net/browse/
CR-5541
CPAU:
Download
interval data
for user
Customization
Page
specified
period
3
0
https://smartenergywaternet.atlassian.net/browse/
CR-5628
CPAU:
Change Bill
Image
Vendor to
Infosend
The city is changing its bill
image vendor to Infosend in
May 2025. SEW will need to
develop, test and migrate
this change to fetch Bill
Images from Infosend
instead of the current
vendor integration.
Configuration
3
1
https://smartenergywaternet.atlassian.net/browse/
CR-5641
Palo Alto
Domain
Migration
Migrate the City of Palo
Alto’s current domain of
cityofpaloalto.org to the
new domain of Paloalto.gov.
Anywhere the current URL is
mentioned will need to
change to the new URL of
paloalto.gov (emails). Also,
the bill generation
notifications “from” email
address will need to be
change to
“noreply@paloalto.gov”
from
“noreply@cityofpaloalto.or
g”
Configuration
3
2
https://smartenergywaternet.atlassian.net/browse/
CR-5689
CPAU: AMI -
Usage Alerts Customization
3
3
https://smartenergywaternet.atlassian.net/browse/
CR-6156
CPAU - Usage
Chart -
Display
Time-of-Use
(TOU)
interval data
Provide residential and
commercial customers on a
Time-of-Use rate schedule
(e.g., E1T, E4T, E7T) the
ability to view their AMI
interval data usage.
Configuration+
Customization
Any customizations currently implemented in the V7 build that are not explicitly referenced above shall
be carried forward and included in the V11 upgrade.
Page
APPENDIX C
RACI Matrix
RACI Definitions
To ensure clarity in roles, responsibilities, and decision-making across all project activities, the following RACI (Responsible,
Accountable, Consulted, Informed) model will be used throughout this Statement of Work:
R – Responsible
The party performing the work to complete the task or deliverable.
There may be multiple Responsible parties.
This is the hands-on execution role.
A – Accountable
The party ultimately answerable for the correct and satisfactory completion of the task or deliverable.
There must be exactly one Accountable party per activity.
Approves the work completed by the Responsible party.
C – Consulted
The party or parties who must be consulted prior to the work being performed or finalized.
Provides subject-matter expertise, clarification, and feedback.
This is a two-way communication role.
I – Informed
The party or parties who must be kept informed of progress, decisions, or completion of the task or deliverable.
Does not participate in the work directly.
This is a one-way communication role.
Categories Sub-Category (Tasks/Activities)SEW CPA
Kickoff
Internal Kickoff Meeting (High level scope, timeline, roles and responsibilities) A, R C
Product Kickoff decks A, R C
Client Kickoff Meeting (Intro & Scope Confirmation) A, R C
Introduce Project Stakeholders A, R C
PMO
RAID Log A, R C
Weekly Status Report A, R C
Project Plan A, R C
Functional Workshops Fit Gap Workshop - Deliver Configuration Workshops A, R C
CX Workshop - UX/UI Design A, R C
Technical Workshop Identify Integration Points Discuss Approach to Identify, Access, and Structure Data A,R C, R
Collect and Organize all Necessary Data - Data Mapping A, R C
Documentation
DOU A, R C
Data Mapping A, R C
Data Contract (batch files)A, R C
API services mapping A, R C
Obtain client sign-off on DOU A, R C,R
Create user stories in Jira A, R C
Infrastructure & DB
SMARTCX Environment setup and provisioning (Dev, QA, UAT, Prd)A, R I
SAP Environment set-up and provisioning (For ex. QAS) C A, R
SMARTCX Non-prod env DB refresh (x3)A, R C
SAP Non-prod env DB refresh (x3) C A, R
Network Connectivity
Obtain system access (user credentials to SAP, API credentials) C A, R
VPN/Firewalls/Whitelisting A, R A, R
Verify connectivity and access to services, shared folders, etc. A, R C
Base Configuration
Activities
Configure Test Data (SAP) C A, R
Configure Test Data (SMARTCX)A, R C
Configuration of Portal (SMARTCX) A, R C
Configuration of Customer Service Portal (CSP)A, R C
SAP Configuration A,R C
Batch files/Developing the Queries A, R C
Data migration (migrate
existing Customer
Notification preference
Data migration requirements and strategy document A, R C
Data extraction and cleansing, if required C A, R
Data load to SMARTCX A, R C
Page
data to the SMARTCX
platform)
Integration Activities
SAP Odata Services - SEW Pre-built package A, R C
New Integration Services Development, if required (where pre-built gaps exist as identified in
Change Request process)C,A,R C
SAP Custom FM Development for specific objects, if required A,R C
SAP Data Extraction including Mock data, Converted data from SAP s.S/4 HANA and Cutover
data A,R C
PGP Encryption of Extracted data A,R C
Testing
UAT & SIT Test Plan A, R C
UAT & SIT Test Scripts A, R C
UAT & SIT Test Execution & Sign off A, R C
Load/Performance Testing A, R C
Security Penetration Testing A, R C
Change Management
Business Process Changes C A, R
Train-the-trainer plan A, R C
Training materials (e.g. user guide, short key reference, training video)A, R C
Marketing
Marketing kick off meeting A, R C
Confirmation on artifacts required (brochure, email campaign, video)A, R C
Marketing Strategy Plan and roll out A, R C
Development of the materials A, R C
Sign off by Client on the Marketing Artifacts C C
Deploy to Production
Cutover Preparation and Activities A, R C
Mock cutover A, R C
Create deployment plan A, R C
Track against deployment plan A, R C
SMARTCX Prod Deployment A, R C
SAP Code Migration C A, R
SEW Batch File Autoscheduling A, R C
Client Batch File Autoscheduling C A, R
Sign off on Mobile Application Template For Submission R,C A, R
Mobile app submission to Play/App store R,C A, R
Post-Deployment
Activities
Client PVT C A, R
Knowledge Transition Process to Utility Client Support Team A, R C
Fix Production Ticket A,R C
Monitor Adoption Metrics A,R C
Warranty and support A, R C
Post Go Live Stabilization A, R I
Certificate Of Completion
Envelope Id: AAE856D0-F501-495E-B4AD-B8522367B4F0 Status: Completed
Subject: Complete with Docusign: S18165157 Amendment No. 4_26.02.24 final.pdf
Source Envelope:
Document Pages: 35 Signatures: 2 Envelope Originator:
Certificate Pages: 2 Initials: 1 Ann Marie Romero
AutoNav: Enabled
EnvelopeId Stamping: Enabled
Time Zone: (UTC-08:00) Pacific Time (US & Canada)
250 Hamilton Ave
Palo Alto , CA 94301
annmarie.romero@paloalto.gov
IP Address: 170.85.54.88
Record Tracking
Status: Original
3/4/2026 8:42:08 AM
Holder: Ann Marie Romero
annmarie.romero@paloalto.gov
Location: DocuSign
Security Appliance Status: Connected Pool: StateLocal
Storage Appliance Status: Connected Pool: City of Palo Alto Location: Docusign
Signer Events Signature Timestamp
Harman Sandhu
harman.sandhu@sew.ai
President
Smart Energy Water (SEW)
Security Level: Email, Account Authentication
(None)
Signature Adoption: Pre-selected Style
Using IP Address: 64.147.23.106
Sent: 3/4/2026 8:53:27 AM
Viewed: 3/4/2026 8:55:31 AM
Signed: 3/4/2026 8:55:51 AM
Electronic Record and Signature Disclosure:
Not Offered via Docusign
Joseph Chaparo
joseph.chaparo@sew.ai
Security Level: Email, Account Authentication
(None)
Signature Adoption: Pre-selected Style
Using IP Address: 23.125.217.189
Sent: 3/4/2026 8:55:56 AM
Viewed: 3/4/2026 10:02:56 AM
Signed: 3/4/2026 10:03:44 AM
Electronic Record and Signature Disclosure:
Not Offered via Docusign
Barney Monte
Barney.Monte@sew.ai
Chief Financial Officer
Security Level: Email, Account Authentication
(None)Signature Adoption: Pre-selected Style
Using IP Address: 64.147.23.106
Sent: 3/4/2026 10:03:47 AM
Viewed: 3/4/2026 2:39:51 PM
Signed: 3/4/2026 2:50:28 PM
Electronic Record and Signature Disclosure:
Not Offered via Docusign
In Person Signer Events Signature Timestamp
Editor Delivery Events Status Timestamp
Agent Delivery Events Status Timestamp
Intermediary Delivery Events Status Timestamp
Certified Delivery Events Status Timestamp
Carbon Copy Events Status Timestamp
Witness Events Signature Timestamp
Notary Events Signature Timestamp
Envelope Summary Events Status Timestamps
Envelope Sent Hashed/Encrypted 3/4/2026 8:53:27 AM
Certified Delivered Security Checked 3/4/2026 2:39:51 PM
Signing Complete Security Checked 3/4/2026 2:50:28 PM
Completed Security Checked 3/4/2026 2:50:28 PM
Payment Events Status Timestamps