HomeMy WebLinkAbout0360.091I
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July i8, 1991
The Honorable City Council
Palo Alto, California
Contract !!it" Servkeware tor MicrocQmputer MainW!lntt
Memben of the CounCI1:
Report lit Brief
4
The purpose of this report is to request Council approval of the attacl1ed contract ",!b Serviceware
for microcomputer maintenance support snd repair. Funds are provided in the 1991·92
Infonnation Resource, Department's operational budget
Baskwnnd
Since 1989, Ille Computer Support Center bas been using a time and materials approach to
maiJl:aining and repairi!lg all microcomputer e quipmen!. This approach has been successful in
cutting costs, irnprovicg service k_el5, and achieving better repair results for the money expended
in competrison to previous years.
Selectign Consideration 5
A Request for Proposal was iw.Jed to eiEht vendors. and four bids. were received. One response
was rejected as a no-bid. Of the three remaining vendors, Senicewar.; was the [0\.1,re5t bidder and
best mel the defined requirements.
1. Tune and Materials Rate: Billed hourly in 1/2 hour increments labor rate; parts al cost plus
25 percent ma:dmum.
2. Local headquarters and repair site in the Bay Area.
3. Extensive repair fieet of highly skilled l'C Teclmiciaru.
4. Strong preventative maintenance capabilities in 1.aserJet 1echnology.
5. Large base or customers ~'troughout the Bay Area.
CMR360:91
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6. wen designed and organized repair facility.
7. Computerized tracking of repair c.ills.
8. Orientation to reparr at board level rather than swapping out board.<;..
Staff recommends tlIe award of a three year contract, subject to cancellation annually if veodor's
overaD effectiveness, respo[lsiveness,. and costs are Dct acceptable to the City.
Bes:rup.mmdation
Staff recommends that Cooncil authorize the Mayor to execute the attached three-year contract
with Servicewarc, 10 maintain the City of Palo Alto's miC'I"OCOmputer equipment, at a tota] cost of
$60,000 for the next three years, subject to renewal or <ancellation eacb year, to be expended
equally each year, provided Council bas appropriated funds for such purposes.
Staff rerommends that Council authorize the City Manager to approve increases to the
maintenance contract during the three years, due to a r..se in infiation in Iaoor rales and parts cost
passed on by the vendor, pr",ided that Council bas appropriated funds for these purposes.
Respectfully submitted,
IJ~WI
Dianab Neff
Director. lnfonnation Resources
CMR:360:91
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~-. AGREEMENT No. __ _
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OAT£ TO BE EH1UiID
ISI_ BYCrry~ , ,.
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8Y THIS AGREEMENT ~ ANt) EHTEflEO MO CIN 'T)£ ~Y Of" ___ _
~ HCOBt;""'T\1'\1£91 TIE CITY OF PALO AlTO tHEFlElNAFT'ER REfER!REC TO AS CrtY,NCl
(JWE)1') ~eJfllt..-.la..~--__ -=s,,:~~J:::r;;;;::=== IAreRESSl ...1l.'Q Q"ae nIh· ... In (C:TY'] _ 5an IpSe (ZIP) 9)131 ~i.QBJSA.l=SJ93
~"REFERRED 1'CAS CONTRACTOR). IN CClISIDEAATION Of' THEIRN\JT1.lN.. COVfJW(l"S, THE ~ .. .cnIES rtEFI.l::'() AGA.E:E AS FO...1.00'S
• CONTRACTOR SHAI..L PROV!OE Of' ~ lME FOU..OWlNG SPECIf"I£O Sf.!MCE'S I,N{)()FlIo:ATERiJo1,.S $PfCIFIED rfoj EX.!-itelT A........&......!._...&......C.. •
ATIAl?fEO ~,t,NO ~T&l ~IN BY nilS F!£"EREJIICE
Mi~4oC~U~p.r mainten2nc~ and repair on a time and materials program.
• EXHIBITS THE. FOUO\"t'WG AITACHeO EXMLElITS MERElY APt: MADE ~.oI,P:T 01'" >M~ .... GREI::MENT
A. Part II. pages 9. 10. and Part III. pages 19. 20 of city REP. dated June 4. 1991.
J~ Vender BID ~EgpoQ&e letter. 2 pages. cated June 24~ 1991.
C. Preventative 'ZIain.tenance schedule dated July 16. 19 91 ~
to TERMS TlE SEFMCES AA'Jlo(lfl w. TER/A.l..S RJRNISHEO I..JN[)fJ; Tl'irs ~GRfEMENT SHAU. cc.u.lE'-NCf ON J,,;.ly 22, 1_~_9,,1L-____ _
AHO ~ & CONPI.£T'EI BeOf\E July" 1. 1994
• COMPENSATION ~ 1ME FW. p£~ Of' MS AGAE.EME"'-: e ClTYSI-W...l.PAYC(NTAACTOft Fixed labo~ rate of $55.00 per hour. in olll!.-half hour increUlellts.
parts .at cost plus 25%. o ~s.....w.PAVCrTY:
• GENERAL TERMS AND COllI DITIONS ARE iNCLOaEO ON BOT" SlO£S OF TH'S DOCUME"'_
nils AGRaIlllENT SHAll BECOME EFffCi"1VE UPOftj ITS APPFlOlfAL ANO EXiC1.,I'TlQtt BY CfTT. II( WJ1lIESS TfiiEAEOf, ThE PARTIES kAVf: E:XfCUTf:D THIS
AGREFMOO THE DAY, MC>rtTH, AND YEAR AASTWRITTDI ABOVE.
IIDUt FWt-.fSS. CONTRACTOA.agAI!S III ~. Mfuld 1M hI)Ill ~MT1!tss CITY, ib tIfIi~rs.~, ard em~.s ftctn.any anI! all demands, claims or blIir."Iy af
;&'I)' 1lIIure. ind~ng ~III~, causeG' b)' Of Irl$ing eM al COI(TRACTO~''5 itS office~'. iIOertts' IXr ~~Oy'te$' ~lig~n1~, 1M1lrs.. or omiSsiGrtS-(If ~~UI
~ 01' conauct tI:!f.mid! ttl.! IIW i~ strict rgtliilt,' on CDHTRAC1"IJR mIN perl'CfmllrICt QI' bilij~ Isl perfcrm ~15 ;i\jll'emMt by CONTRACTOR.
EI01RE AGllEE»EJfT. Tl'Id ~ iDd!!H: t1!rm:; lM rnoM&rni po me [ryCl'Y hcrfSlf I!prnmt lilt entire .... rtt'menl ~!he paroes d ft"SP!!d ki O)e PU'CWe
I1'IIl sa alh lttJ~prJ'lt!Tl" ~ Of su~!ies ~ paymer:t lor St!rvic;e-s wrnct1 rr~ be 'Ole sulijeCl :JI J:Jis CDr'1Tl1Ict, lID ~r.'OF ag~rntnts. rep~nwJt)m; stzttments.
~ lOCI ~ ~ IItif orwrilten a~ superseded he-ra~
~ -,Ka~~na~g~·lri.~C~omp~~u~t~.~tCJS~u~~~L-______ __
P.O. BOle: 10250
PAlO ALTO. ell 9'-303 T_ (415)32~-2169
• rNVOfCiNG SENO AU. NVOICE:S TO THE Cn"'l'. ATTN PRaJfC'IoWW3E~
• CfTY OF PALO ALTO APPROVALS: i~OUT£ FOR SIG/IIJI,T1)I'l:ES ... ~rmliG 10 MjM9£FI:S ~ -'PPAOVA.L elQXES BE!.Cl'oV]
em' DEflAII'TWfJIT D~ ~ -, RISK ~~
(1) 12)
F ~ S$,DOO. ~ CIT'( ~ ~~TURf
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Exhibit A
NOTICE REOUEST1HCl FORMAL P ROPOSA1.S (Rfl')
Sfi:,OAL CQNpmt1NS ANP PROVISIONS
lnyglcfng Ind 'Itril'lgltigo pf Costa: Vendor shall .oomt Ptok:eI In b1pl1ca19 for the ccsI r.;l S81Vfces
provided during periods Of .. may be requinod In Part • .. apecIIIed. S uch COSIs shall be ldOfllilled ..
deflned In proposal ptojlCl1aSk and requirements Irorr. PART III c/ Ihls RFP • ..." suIIIcIenl de!al'o pr<N1de
__ of 1nvoIcad II1T1O<rt 'nvolces sholl Include all app(lc;abl. supporting cIocurnertatIon and .han
group ~ by fH (where appl'.cabIe). payrol COSII bIIed and other e><pensoes. VO<ldot shall maintain
books and recOfds suppotIing all re1mbur>al:le costs lot SeMces herein Tho CITY shall havo aCCO$S (>-!thIn
normal buoIneA hoora) 10 such books and 10 all other reco.-tIs of Vendot as ruq1irad 10 verify and any and
all .. .JmbUrSabIe cost invoiced.
1.0 Invoices wllh proper dOClOT1Ol11atJon, ref ......... sr.d pricing IS OUIIloed herein shall be
1U_1o II1a CITY of Palo Alto, P.O. Box 10250. Palo Ano. CA 94303.
Attent}g[r {?rQlect ManaOQ! -'" '"CgYer lattsCt.
2.C PROPOSER IhaI! rnatnra1n books and records supporting all reUrbur$ablo cosIs for .. rv1"""
po oyusacI herein. The CITY _ have.""""" {wIhIn normal business houIs) 10 ,uch _
and 10 .. other racorcIS d PRO~ as ruq1irad 10 vertfy any and all rei"'_. costs
InvoIceo. Propose< shall _In all such roeords lot Ihn>e (:ll )'OMS following 111.
compIotion of seMceo under 1118 Agroemenl
lMll..2! "","",,,,,,, Tho .orm of INs A_~ shall be lot A momhs wtIh renewal of "'" Agr .. me~
oac1112 month period contIngo~ on;
1.0 CIIy d Palo Ana Councl approw! of each """"'" y ....... OOdgel _ Includes fund,
oI!owIn!Ithe Agreemef1l;
2.0 Tho Vendot meeting the • .,._ Terms & CondlIIons of the Agreement;
3.0 The rm.."hJalagreemerl: of parties to c:ont1nue the sgreemarj wI:h:
3.1 _da<y compliance by the Company wtIh the estab/lsIIed cen>lcales d
\'lsum1ce. IIconslng. permb. and o<her requ/remerns of !he Ag"""""'" (11FPl,
3..2 cost ~ proposal to CITY and malntenance of pric1I;
3.3 and mutual negol£tlons conl'itmlng sx.tanslon a the ligreemenl: tor the remalnlno
period.
TO!!!lina.ion: In tile 8III!nI CITY elacts 10 ~ SaNfces under this .greemert. CITY _In v.TItIng. no'ify
Vendot one (I) week In advance of the '",pension dale; Ihis _ shall Indlcate the ",,"clpaled
suspension periocL Ivrf reimbursement 5haI1 be TImlIad to VendOf"a reasonatia costs incUTnd as • dlrect
resIJt of tPe suspensJoo and shall be s.lbJect to verlftcation.. Venclor aha! resume petformance of Serwices
wfthouI delay'" aceordanc:ft wflh this "greemenl whEt" so I'IOtifled by CITY i1 writing.
Ehhef part; 8hal'I tuNe the :fght !o terminate Agree."llenl for their convenIenca, ... whde or In part.
upon 60 clays written notk:e. In the ..... ert of such termlna%lon. Vendor .s.~ pornpIfy ccmpI,-with the
dlrec:tion& eontalned In such notice and shall, ~ubiecl to d\rection, take action as fllaY be necessar)' 10
I_a 11>0 SeMces and mlnlmlze '" costs and Ilabllty wi1h rasped 10 1he termInaIsd S_ M
oquItebIo adjUSlmenlIn the prica oflhls Agreement lor addltJonai COSlO Incu_ byVond", ... d1rect , .. uIt
aI such termInal!cr1 w1I! be ~Ied. _.
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N011CE R£QUESTlHG FOIIIIAL PROPOSAI.S (RR')
!!ect""v gI pm. 1;1_ pnMded Iho CIT'; _ be peolcomod ~ ~ wIh" poIIcioo. nJeo and
~ _ may be kleI!eoI dumg Iho 181m gllNa AGREEIAENT ... ,.... u .. FodonIJ, Slate and
local eta!ulas, -. and regUo!!ons. FUI1l1er, Iho PROPOSER .""'" !hoi II _ reIallng Ie Ihe --1.0 be k"Il' ... """""""" and not ,1Isdoood 10 !hOd potIla wilhooIlho prloI" _n approval
gllho CITY; and
2.l) _ net be UIOd kl1Ile prodOCl1oo. '" design gI any lItIcIo or _, report Of pn!S$ _, _Iho CIrri prloI" _ .......
Those obI"ogo!!ono __ Iho IlInnInation "'1hIa agro«nent. PROPOSal __ all IUCh
data 10 the CITY upon 1Ile CIrri ~ and ~ any OYer< upon 1110 compIaIlco> 01"_ gI aI wOO:
uncIw, __ lint ocan, and COIlIIUIanIohail be JUly ~ ~'" !he taI>I ond p«lIeC!lon gI ,UCI1
_ untI Is deIIvaIy ID CITY.
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, 1-NClTlCI; R£OUESTlNG FORMAl. PROI'OSA!.S (RFP) ,
~. PART 111-SPECIFICATION & REQUIREMENTS
SUBJECT: Requ$Sllor Proposal -Service Contract lor Microcomputers
REOUEST FOR PROPOSAL
lor M"ocrocornputer Maintenance and Repair
General Infprma!joo
The City of Palo Alto (CITY) utllius HP3000 mini-compoter 5)-stern5 as its
mainframe and approximately 275 HP Vectra micrO-ccmpoten; and 50 various printe, s,
includIng HP LaserJets, HP Quie1jets and 19 non-HP lype of dot ma!Iix pri.lIers,
The prYnar,. objective of It1js RFP Is for an experienced computer service company
to JJ(ovicIe lor the repair, upgrade and malntenance 01 our rnicro-<:omputers and printers
(but not the HP3000s which are maintained by Hewlett-Packard), A secondary objective
Is for the serv'.ce company to provtde telephone support and asslslance in resoMng
micro-compu1er problems and questions. For example, how to corn;gure a Vectra usIng
SETUP, how to add a seeo,ld hard disk.
5o:H"lA gf Soryjces Bagyjred .
1. SERV!CE COMPANY 'Mll respond to a CITY requesI lor service within 3
days by com'ng to a woO< site located at City HaR and elIher repaIr the
aquipm~nI on·site or SERVICE COMPANY may taka I lor repair 10
SERV1CE COMPANY site and returning the unit within 10 days or sooner.
1.1 CITY de$ires to pay a fu<e<I hourly rate lor \aboc repairs, and e.
negotiated or cos! +.x. % fee lor parts, and no charges for travel ~me.
1,2 CITY will pay travel ~me only for units under warranty that are
transported 10 HP repair t:&poclocated in Mountain View.
2, SERVICE COMPANY w11I PfCllida monthly bnling 01 war\< performed and
each invoice must describe unit repaired or service a~, serial """,be r
and display the service contract number.
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NOTICI: REOUES'nNG FORMAl. PROPOSAlS \!lFPl
3. Time, materials, and travel charges, l sr.y, will be bi11ed n , /2 hwr
increments.
4. SERVICE COMPANY will provide a Warranty 01 repair 10< parts and labor
with minimum 01 60 days or men.
S. The agreement will be 10< a 3El month duration. tt is negotiable and
renewable each 12 months at the option 01 CITY. (See ·Special
Cond'I!ions")
6. The start dale oIlhis cor,tract is anticipated 10 begin approximately .Jul:Ll.
.1S!ll.
Minimum Requirements of SERVICE Comoany
1. Mk:rCH:Omputer serv'.ce firm 10< 8 minimum 01 2 yes; s.
2. Submit a customer ~st 01 3 or more aoIive accounts that the CITY may
contact 10< reference, with one account with et least 100 microoOmpUters
U1der contract
3.
4.
5.
6.
Have technical micro-compuler service persomel with a minimum 011 year
Hewlett-Packard repair experience. Preference 10< servfce perso'1Oe! wOO
have received HP repair training and schooling.
SERVICE Company's overall history, present capability, and experienced
ge,"I/Ice personnel in resolving teci1nY'..aI problems associated with HP micrc>
compuIers end printers will be given preference.
SERVICE Company that is acknowledged by Hewlett-Packard as an
authorized service center wil1 be given preference.
Bidder shall describe how firm wlR provide an effective service program of
repairing HP Micrc>-compulers, at a cost effective rate and with monthly
detailed bllijng.
project Administration
The agreemel1l wHl be administered by a Project Manager in the Informa~on
Resources Oeparlment. All questions and metters related 10 the proiect shaI! be brought
10 the attention 01 the Project Manager.
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June 24. 1991
Tom Agulm:
01Y OF PALO ALTO
PurthasilI& II< eoau.:t Adz:Unistrotioo
250 HamilJmI A 'I'CDDe
PtIo Alto. CJ. >4303
Exhibit B
2310 Q-.. HT,,, 0\"1118, Suit. 0
Su1 Jose, CA 9S131
400i94~S:39J
.&00,0'221 -!l3I3'
Fa> 943--9403
1bank you !or !he i:1vitatioD IO offer. prt{OSIl all micro COIIlJltltct' sUPl'OfL SeniceWij(e offers the
IoDowinJ'infamwim IDd: demiIed re:.JIC.'IllSt$ W ~ bid requirements.
0rnmI Infmp"ism
UodelSlODd
Sr£v; of Service:; RI!!QPimd
1 .. ~
1.1 ~ offen, fi.ud b'bouatc: of 555.00 pet bO'JI. Pa.'15 wilt be bffl::d II ccs:. + 15%,
Sampk parts priI;:ing aYBi1ablc upoa mquest. StM:1ard trip cha""ie$ bave ~o walved.
1.2 Asrc«l
2. Agmd
l. Agm:d
•• Agmd
S. Agmd
6. Agreed
Mip[mwll. !V:q1jjn:rrts:nL~ ofSERYK;E 'mnrunx
I.. ~NJl1~ ~ Sc:nicewarc has hxII prcl1'idil1g .cuero .comp'.l.U!'t' f1:' paD-lUI.:! n.ippan se.r\;l!:es s:i:Ke
1981.
2. Submitted":lll Qua:!ifi.cal.ions form.
3. Ser.iceware'lj: t:lCbnical pcrso:mc:.I.eapabilities reswt from I combination of electronics degrees,
manufa..."'tIrer aatborized trainiDg ecurses C!.d. minimum of 3 yean '"ha.'lds CD, IIt!.:! experience..·
Presenlly we do tKH ha'iC. an KP authorized &ciChnicUir .. Through in·house lIaininJ program:;, our
1Cchnlcian$ ~ received HP nining from oar-prior HP authoriud technk:ians.. ';be technical Se.r .. i.;e
:r.tuw.g:~ has bet'tII employed by Sc:rvice~ fur 7+ y:.ars. pro";dU!g stability and. continuity or
knowledge &Dd IliIlL S~ has IDIPIY of ~ products WIder contracT 'Ni.th our ClllTCnt
cust.amcrS. Our -=asoDed repair persDWIC'i! Itt familiar and experienced in the HP proouclline. We are
f.illy confidcm tbal we em meet your repair ~ wiUlouJ hes.lLWon..
In aOOit;ioo ID diaposing and repairing mmdaJonc hardware fuilures by c:r.perienced 'leCMiciens.
Scrvicew.arc employs I Cenified NetwaR: Er!gineer for the insWlatiOll and suppon of No\'ell'.i local
ArcI Netwa't opc:I'lIIiD& S}'1itCmS. I:r! M5pOIl3C to our CIlSlD:nCJ base and com'p~ lIiillJ our ~clVeU
I1IJinum aulhari:zaDou (highcsl poss:i"bIe). ~cewarc v.ill be inc:re:lsing the numb.!: of Novell certifit-.d
nerwort engfDetn 1.0 two.
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Comouter Snoporf Sen'ices Si"ce 7B81
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6. Ed aait.requiriq;..::par wiD be iaued .. xprara:c work Cl"det referencing L'le -=riaJ Dumber &n4
faDc:re I)"dIptOnIJ. Jo..:!toasc: diaposls win rewa: re:paiJ" opckom and related costs. Unless a urul ha!l
been ~ to • c:ertI:in doIIaJ IIDOaDt,. aD opQons ItId related COS\! wiD be presenlt.d to l11e
custt:me:r!or awrovaL Inoic:cs wiD rdlc:a ICI'i&l DWIlI:er. COD.I:nIc1 andl<r P.O. cumber and.
<Icocripdoa at chozies. IIisory _ fur individual uriu or perioch or ropair arc • vaiW>1. upon --?rpm A4mjpjsvatjm
UII!Icn!Dod
Tom. ScrncC'ln:~_ specie6zes iD ~ a::,e highest :e.,...ls of service m.&in~ tor rrucro computers
IIId lam looting _10 puuIoj; our e.pMiJe" _ far your orpru.ation. Pkase feel free ID
~ me rex further hJf'""matitCl m-clarifica:doa..
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Exhibit C
Preventive Maint!lnance Schedule
July 16, 1991
All re!erenceS to C!1Ys oo-site locatio<; is at 250 Hami~on AvernJe (A Cage erea), Palo Mo, CA
94303. The Cf1Y has another major facility approximately 4 moes from the CfTY, called the Municipal
Setvice Center (MSC), 3201 EAst Bayshore Ro3<!, Palo Mo, CA 94303. Units at the MSC requiring
repair will be picked up by the CITY and held lor pickup at the 250 Hamilton Avenue laC11ty.
SERVlCEWARE, Inc. wm prOVide on-site, at the user location, preventive maintenance (PM), ~
0( our LaserJet printers (LJ, W+, W II, W lip, W III, W liD) at the hou<iy rate of $55 per hour, billed
In 1/2 hour increments" The CITY win identify at least 4 lasetjats for PM servicing before requesting
an oo-sile visit SERVICEWARE wm he..."e the option 01 responding on any day of the week, within 5
days from the celt
SERVICEWARE wi!! provide oo-site PM 0( I.:lsarJets sim"a1y at the MSC location with rr,,,imum 014
uniIs each time.
k is !he option 01 SER'IIICEWARE to take uniG for repair to their repair depot but not lor PM services.
If SERVlCEWARE would like to repair any unit oo-site, at their option, the hourly rate of $55 per hour,
billed in 1/2 hour increments is not changed uoder this contract lor such oo-site repairs.
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