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BOARD OF COUNTY COMMISSIONERS
PASS -AROUND REVIEW/ WORK SESSION REQUEST
RE: BIS Maintenance and Support Contract for EMC 's ApplicationXtender
DEPARTMENT: Information Technology DATE: Dec. 19, 2016
PERSON REQUESTING: Ryan Rose
Brief description of the problem/issue:
The maintenance and support agreement for the EMC ApplicationXtender system is up for renewal on January I,
2017. BIS submitted the lowest bid for B 1700033 on their Standard Support package, and this was approved by
the Board on Dec. 19, 2016.
BIS requires a signature on the Bid document in order to issue an invoice. The total maintenance cost for I year
is $24,570.00. The term is January 1, 2017 — December 31, 2017.
What options exist for the Board? (Include consequences, impacts, costs, etc. of options)
The Board has approved the BIS bid for the Standard Support package for EMC's ApplicationXtender
maintenance.
Recommendation:
IT recommends that the Board grant approval for the Chair to sign the bid proposal.
Mike Freeman, Chair
Barbara Kirkmeyer
Sean P. Conway
Julie Cozad
Steve Moreno
e,o►
'--1�
Approve Schedule
Recommendation Work Session
mC
Other/Comments:
r-ooc5
MEMORANDUM
TO: Esther Gesick, Clerk to the Board December 5, 2016
FROM: Ryan Rose, Chief Information Officer
SUBJECT: B1700033, EMC ApplicationXtender Maintenance 2017
BOCC Approval Date: December 19, 2016
Bids were received and opened on November 17, 2016 for EMC ApplicationXtender
Maintenance 2017. Three bids, from two different vendors, were received ranging from
$24,570.00 to $38,220.00. Attached is the bid tabulation for your information.
The Information Technology staff reviewed all of the bids. BIS (Business Imaging
Systems) from Edmond, OK proposed the lowest cost for maintenance and support at
$24,570.00 with their Standard support option, and meets the required functionality
documented in the bid process.
With the above information, I recommend the Board award the EMC ApplicationXtender
Maintenance 2017 to BIS for a total amount of $24,570.00.
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Grand Total
$24,570.00
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$38,220.00
Annual Support Cost
$24,570.00
Included with license maintenance.
If after hours cost will be
@ $225
$28,779.00
$4560.00
After Hours Support Costs As needed
@ $130/hr
$38,220.00
Included with license maintenance
After Hours Support Costs As Needed
@ No additional charge
Support Types
AppXtender License Maintenance
(100 concurrent, 95 full -text xPlorer, server licenses)
Service & Support - Standard
(Unlimited remote and telephone support during normal
biz hours, onsite support $225/hr)
AppXtender License Maintenance
(100 concurrent. 95 full -text xPlorer, server licenses)
Service & Support
(Unlimited remote and telephone support during normal
hours)
AppXtender License Maintenance
(100 concurrent, 95 full -text xPlorer, server licenses)
Service & Support - Premium
Vendor Name
Address
BIS (Business Imaging Systems)
13900 N. Harvey Ave
Edmond, OK 73013
InStream LLC
8703 Yates Drive, Suite 115
Westminister. Co. 80031
BIS (Business Imaging Systems)
13900 N. Harvey Ave
Edmond, OK 73013
4c
Response to Request for Proposal: #B1700033
EMC ApplicationXtender Maintenance and Support
Document
Management
Document Date: November 11th, 2016
NOTICE: This document contains proprietary or legally privileged information. It is provided by BIS to the addressee listed below, and his/her
designees, to be used in evaluating the business proposal contained herein. Any other use of the information contained in this document is
prohibited. This document may not be distributed to third parties, provided to other competitive vendors, or reproduced without the express
written permission of BIS.
No confidentiality or privilege is waived or lost by any mis-transmission of this document. If you receive this document in error, please
immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or
indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient.
Document Prepared By: Document Prepared For:
ecr BIS
1401 North 17t Avenue
Greeley, CO 80631
Contact: Jessica Lamb
Phone: (405) 517-2799
jlamb@bisok.com
Sheila Batson
970-400-2539
sbatson@co.weld.co.us
WIDEN
Contents
Bidder Qualifications 3
Additional Value Add 3
Standard vs Platinum 5
Pricing 6
Appendix A (SLA) 8
Appendix B (Service Request Procedures) 8
Bidder Qualifications
BIS Inc. has built a solid reputation as a full -service information technology provider and integrator of high
quality document and data management systems. Since our founding in 1986, we have continually kept
pace with the ever-changing landscape. Our solutions portfolio is one of the most diverse and trusted in
the industry. Headquartered in Edmond, Oklahoma, our 100 employee team offers the best technologies
in the market today. The BIS team will design, develop, and install a solution that best fits your business.
You name IT, we can do IT. We are a VAR for a number of manufacturers including EMC since 2003
We have deployed and provided support for approximately 375 AX solutions that range from single user
systems to enterprise unlimited user licenses. With a 95% renewal rate in our support department, our
reputation speaks for itself.
As a premier EMC ECD partner, BIS was asked to participate and provide feedback for the pre-release of
AX 8. BIS's implementation and support teams had been working with AX 8 for testing and developing
purposes for over a year prior to the release. Since the release we have taken several of our customers
through the upgrade experience. We are also one of only two partners in the United States fully
accredited for supporting ApplicationXtender.
Additional Value Add
BIS brings an extensive list of value-added services to Weld County. We are currently performing
professional services and record services to be delivered to your AX solution now. We have already
responded to one capture RFP and plan to respond to another. BIS has more information and familiarity
with Weld's specific solution as we are helping design and build it.
BIS has a one of a kind help desk. All of our team is located in our headquarters office in Edmond, OK.
We do not outsource any support. We serve as a first line of support that can handle all support needs. If
a defect that requires the manufacture's involvement is discovered, BIS will work with the manufacture
through resolution, saving the client the headache and time. Most of our support team has previous
experience on the implementation team. Therefore, they have had hands on live experience configuring
and implementing AX solutions.
Our access to AX 8, 18 months in advance of other resellers has provided our support team with months
of knowledge ahead of other support departments.
BIS has a team of people who are experienced and enthusiastic with content solution and county
government agencies, allowing us to deliver the best products and services that are based on proven
methodologies. We believe selecting one partner who has deep roots with the solutions you're seeking
for Weld County is immensely more beneficial and advantageous than parceling out the content needs
you're seeking to fill.
BIS takes a collaborative approach to working with its clients. Our goal is to provide you with the best,
most positive business outcome we can. With our experience that spans software development,
hardware needs, records conversion and content management systems, the business impact we bring to
our Weld County from a sales and delivery perspective is unmatched.
Through this cooperative approach — listening to our clients and understanding their needs — BIS
i
developed its own software platform that, in many cases, compliments the technology offered by many of
our partners.
Grooper is software platform that examines how users perform document -driven business processes,
what organizations do with those processes and data, learns from them and takes over the functions —
rapidly increasing adoption alt while saving time, resources and money .
Grooper has revolutionized data capture processing and business intelligence software. With more than
50 unique features (including controlling an image's color, brightness and darkness features after scan,
stamp detection and machine learning), no other platform on the market can match Grooper's
capabilities. Best of all, Grooper does what most software platforms do without expensive add-ons or
additional professional services and coding.
Using Grooper at Weld County, BIS can:
• Convert your Canofile system in an automated, clean fashion.
• Automate moving files from the Assessor's Office file shares. There is no other platform on the
market that can automate this function. This capability removes the risk of human error.
• Create day -forward scanning processes for every department
• Allow for automated document classification in every department
At BIS, our partnerships are rooted in a shared vision of helping clients use technology to overcome
challenges and improve operations. We believe so strongly in the value of EMC's ApplicationXtender and
Documentum suites that, in some ways, we built our content division around them.
As a multiple EMC Partner of the Year Award winner, our 23 -year history with EMC and our reputation for
being a pioneer in the ways we implement EMC technologies is unparalleled. We continually push the
boundaries and look for opportunities to further increase the value of EMC technologies for our clients.
BIS has also built a product suite "AX Arsenal" around ApplicationXtender that no other vendor can offer
including (but not limited to):
a. INTEGRATOR - Search for records in an AX application from within SharePoint. View, upload, or
create files without installing and configuring a thick client application.
b. EMAILER - Automate sending invoices or other pertinent information quickly and efficiently
through e-mail. Saves time, eliminates postage costs, and reduces mistakes, while keeping a
steady stream of information flowing.
c. AUDITOR - Users can now use AX's audit trail history. What required your DBA is now available
through a few clicks of the mouse. Recall events of all types by user, event, or date, plus expedite
your scanning operation with our barcode coversheet generator.
d. PURGER - Allows users to set-up profiles for purging after a predefined retention period has been
met. For the first time ever, this automates the process for you.
e. MOBILE ENABLER - With Mobile Enabler, you can conveniently and securely access your entire
document repository and proven content management tools from your smartphone or tablet —
empowering you to be more productive on -the -go.
f. WATCHER - Operates by scanning and generating a list of files based on a user supplied profile.
For Weld County, BIS will create suite of solutions using our history with county and state governments as the
foundation. To see one of our success stories in county government, please visit
http://www.bisok.com/case study/grooper-install-reduces-county-clerks-offices-workload/
Standard vs Platinum
BIS offers two types of support "Standard" and "Platinum". The features of each are listed below.
Features
Help Desk Support (Phone and E -Mail)
Remote Support (via WebEx or Similar)
Onsite or Depot Hardware Repair
Hardware Driver Support and Updates
Software Update Entitlements Provided at No Charge
Scanner Parts (Gears, Belts, Etc.) Provided at No Charge
Preventative Maintenance (Inquire for Details)
24x7x365 Support (Phone, E -Mail and Remote)
Secure VPN and FTP Connections Provided for Remote Support
Priority Placement in Support Queue
Onsite Support to Resolve Software Issues
Rapid Exchange Service (Temporary Hardware)
Scanner Consumables Provided at No Charge (Excludes Ink and Toner)
MAX Sentinel Service (Additional Charges May Apply)
Potential Support Escalation to Professional Services Team
Remote Monitoring, Management and Healing for Capture and Content Server
Processes
Annual System Health Review
Standard Platinum
x x
x x
X X
x x
X X
x x
X X
x
X
X
X
X
X
x
x
X
X
Pricing
In the pricing below you will notice BIS is not charging for "Pegasus scanfix" or "Image Capture Server".
The reason for this is Weld does not need these tools. BIS will support them at no cost should Weld
choose to use them. We suggest however that they he removed from the contract.
Model
Number
Qty
Start Date
End Date
Line Item Cost
Standard
line Item Cost
Platinum
Product Description
456 100-47
APPLICA' IONXTENDER SERVER - 100 CC USE
1
1/1/2017
17/31/2017
518,360.00
S28,560.00
456 106-02
APPXTENDER 7 UPDATE ENABLER=IA
1
1/1/201/12/31/2017
$0.00
S0.00
456-100-42
APPXTFNDER MAGL CAPTURE SFRVER =IA
11
1/1/2017
12/31/2017
$0.00
50.00
456-100-42
APPXTENDER OCR SERVER=IA
1
1/1/7017
12/31/201/
$360.00
$560.00
456-106-02
APPXTENDER XPLORL FULL TEXT SERVER=IA
1
1/1/7017
12/31/201/
$720.00
51,170.00
456-106-02
APPXTENDER XPI ORF FULL TXT 5CC USR PK -
19
1/1/2017
12/31/2017
$5,130.00
$7,980.00
456-100 42
PEGASUS SCANFIX FOR APPXTENDLR=MA
100
1/1/2017
12/31/2017
$0.00
50.00
$24,570.00
$38,220.00
Product Description
Start Date
End Date
Support Cost
Unlimited Telephone Support
during normal business hours
1 Jan 17
31 Dec 17
$0
After business hours Support
Costs (As Needed)
1 Jan /
31 -Dec -17
$0 with Platinum or $225 an
hour on an as needed basis
The undersigned, by his or her signature, hereby acknowledges and represents that:
1. The bid proposed herein meets all of the conditions, specifications and special provisions set
forth in the request for proposal for Request No. #B1700033
2. The quotations set forth herein are exclusive of any federal excise taxes and all other state and
local taxes.
3. He or she is authorized to bind the below -named bidder for the amount shown on the
accompanying proposal sheets.
4. The signed bid submitted, all of the documents of the Request for Proposal contained herein
(including, but not limited to the product specifications and scope of services), the formal
acceptance of the bid by Weld County, and signature of the Chair of the Board of County
Commissioners, together constitutes a contract, with the contract date being the date of
signature by the Chair of the Board of County Commissioners.
5. Weld County reserves the right to reject any and all bids, to waive any informality in the bids,
and to accept the bid that, in the opinion of the Board of County Commissioners, is to the best
interests of Weld County. The bid(s) may be awarded to more than one vendor.
FIRM BIS INC
BUSINESS
ADDRESS
13900 N Harvey Ave
CITY, STATE, ZIP CODE Edmond OK 73013
TELEPHONE NO 4055172799 FAX 4058481152 TAX ID # 73-1494116
PRINTED NAME AND TITLE Jason Mcmanus Vice President of Nation Sales
SIGNATURE
E-MAIL jmcmanus@bisok.com
DATE 11/11/2016
We believe Weld should have a W-9 on file for BIS. If not, we can provide one.
WELD COUNTY IS EXEMPT FROM COLORADO SALES TAXES. THE CERTIFICATE OF
EXEMPTION NUMBER IS #98-03551-0000. YOU DO NOT NEED TO SEND BACK PAGES 1
ATTES
Weld
BY.
dank) .felio;J
lerk to the oa d
Deputy Cl • to t e Boa
BOARD OF COUNTY COMMISSIONERS
WELD COUNTY, COLORADO
(( '34
Julie A ozad, Chair
JAN 042617
APP D AS T9 S1JBjTANCE:
E t icial or Department Ilead
Appendix A (SLA)
100
Adobe Acrobat
Document
Appendix B (Service Request Procedures)
Adobe Acrobat
Document
Service
Level
For Client
Agreement
By
BIS®
Name
(SLA)
-:.,.
STANDARD MAINTENANCE AGREEMENT (No. 000#####)
BIS®
Table of Contents
STANDARD MAINTENANCE AGREEMENT (No. 000#####) 1
1. STAKEHOLDERS 2
2. AGREEMENT OVERVIEW 3
3. GOALS & OBJECTIVES 3
4. SERVICE AGREEMENT 3
4.1. SERVICE SCOPE 3
4.1.1. HARDWARE SUPPORT (STANDARD) 4
4.1.2. HARDWARE SUPPORT (PLATINUM) 5
4.1.3. SOFTWARE SUPPORT (STANDARD) 5
4.1.4. SOFTWARE SUPPORT (PLATINUM) 6
4.2. CLIENT REQUIREMENTS 7
4.3. SERVICE PROVIDER REQUIREMENTS 7
4.4. SERVICE ASSUMPTIONS 7
5. SERVICE MANAGEMENT 7
5.1. SERVICE REQUESTS 7
5.2. SERVICE AVAILABILITY 8
5.2.1. TELEPHONE AND WEB -BASED SUPPORT 8
5.2.2. EMAIL SUPPORT 8
5.2.3. ONSITE SUPPORT 9
6. EXHIBITS 10
6.1. SIGNATURES 10
6.2. COMPONENT PRICING 11
1. STAKEHOLDERS
2
,....., =‘0,,BIG®
The following Service Provider(s) and Client(s) will be used as the basis of the Agreement and represent the
primary stakeholders associated with this SLA:
IT Service Provider(s): KIS ("Provider")
IT Client(s): Client Name ("Client")
2. AGREEMENT OVERVIEW
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Client Name and 31S for
the provisioning of IT services required to support and sustain The Components
This Agreement remains valid until the expiration date referenced below and may be automatically renewed under
the same terms for future renewal periods.
The supported components pertaining to this agreement are listed in Section 6 — Components and Pricing.
3. GOALS & OBJECTIVES
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide
consistent service and support to the Client(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for service provision between the Service Provider(s)
and Client(s).
The objectives of this Agreement are to:
• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the client.
• Match perceptions of expected service provision with actual service support & delivery.
4. SERVICE AGREEMENT
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of
this Agreement.
4.1. SERVICE SCOPE
The following Services are covered by this Agreement;
3
�1
BIS®
4.1.1. HARDWARE SUPPORT (STANDARD)
• Manned telephone support
o The BIS Help Desk will field service requests from the client and assist the client until
resolution.
• Monitored email support
o BIS will communicate with client via e-mail while a service request remains open.
Email content will be applied and documented as it relates to the service request.
• Driver support
o BIS will provide support for drivers that are certified and supported by the
manufacturers. BIS will also support Software VRS for scanners that ship with OEM
copies for scanners that are listed in Section 6 — Components.
• On -site support
o If on -site support is required, BIS will dispatch a technician for on -site repair. On -site
support is available for clients within a 200 mile radius of Oklahoma City -OK, Tulsa -OK,
Birmingham, AL and Dallas -TX.
• Depot Support
o Depot support is available for clients outside a 200 mile radius of Oklahoma City -OK,
Birmingham, AL Tulsa -OK and Dallas -TX.
o Client ships equipment to nearest BIS facility for repair using BIS supplied shipping
label
o BIS begins repair on day of arrival
o Parts may be required which will be ordered UPS Red (overnight) and replaced the day
they arrive
o Equipment will be shipped to client once repair is complete
• Parts
o Scanner parts such as gears, belts, boards covers, etc... are covered
o Consumables items are excluded: Toner, Ink, User Replaceable Rollers, Bulbs, Glass
Parts)
• Preventative Maintenance
o Client is eligible for Preventative Maintenance. Clients may place service request for
Preventative Maintenance not to exceed two times per renewal period per device.
• Remote Assistance
o BIS may need to utilize the following tools to connect to client remotely: WebEx,
MeetMeNow, Weblnteractive, Bomgar, Remote Desktop, VPN, etc... where available.
• Driver Updates
o Manufacturer supplied driver updates provided upon request. VRS upgrades will not
be included under this agreement unless VRS Licensing resides on the Kofax Capture
License Server. Kofax VRS Fix patches and updates can be provided.
• Exclusions
o Abused equipment may not be eligible for support under this agreement. BIS will
notify client if required services are billable.
o Equipment that is damaged due to natural causes (fire, water, tornado, etc....) may not
be eligible for support under this agreement. BIS will notify client if required services
are billable prior to any services being rendered.
4.1.2. HARDWARE SUPPORT (PLATINUM)
Includes Hardware Support (Standard) plus the following enhancements:
• Rapid Exchange
o In the event parts are on backorder or the equipment has been down for a significant
amount of time, BIS will provide a temporary comparable piece of equipment while
the client's equipment is being repaired.
• 24 x 7 Support
• Consumables
o Consumable items such as User Replaceable Rollers, Bulbs and Glass Parts are
included. Toner and Ink are excluded.
• Scheduled and Monitored Preventative Maintenance
o Client may request to establish the frequency for performing routine preventative
maintenance not to exceed four (4) visits per renewal period per machine (unless
otherwise noted).
4.1.3. SOFTWARE SUPPORT (STANDARD)
• Manned telephone support
o The BIS Help Desk will field service requests from the client and assist the client until
resolution.
• Monitored email support
o BIS will communicate with client via e-mail while a service requests remains open.
Email content will be applied and documented as it relates to the service request.
• Remote Assistance
o BIS may use the following tools to connect to client remotely: WebEx, MeetMeNow,
Webinteractive, Bomgar, Remote Desktop, VPN, etc... where available
• Software Updates
o Manufacturer supplied software patches and updates are provided upon request
where applicable. It is the client's responsibility to apply client patches to a mass
number of client workstations.
• Exclusions
o Applying software updates and upgrades require Professional Services which are not
included in this agreement. Professional Services days can be purchased.
BIS
o Change requests to the client's environment may not be included (ie. New/Modify
Kofax Batch Classes, Kofax KTM Process, Captiva Process, AX Applications, Workflows,
Documentum/XCP processes, etc...). BIS will notify client if required services are
billable prior to any services being rendered.
4.1.4. SOFTWARE SUPPORT (PLATINUM)
Includes Software Support (Standard) plus the following enhancements:
• Priority Queue Placement
o Platinum clients receive the highest priority
o Escalation will occur when resolution is not applied in a timely manner.
• On -site Support
o If it is deemed necessary for BIS to be on -site, BIS will dispatch a technician.
• 24 x 7 Remote Support
• Environment Modifications
o Requests for minor modifications such as creating new or modifying Kofax Batch
Classes, new or modifying AX Applications, etc.... will be evaluated. BIS will assess
each request and determine the level of effort to complete the objective. At its
discretion, BIS may provide Professional Services at no additional cost for being a
Platinum level client if the necessary work to be performed is expected to be minimal.
• Assigned Team Member(s)
o Platinum clients are eligible to obtain assistance from a Professional Services
Technician through the Help Desk. If the service matter requires the attention of a
Professional Services Technician that has been involved in the client's prior PS
engagement(s), the BIS Help Desk will engage the PS Technician for backup support,
which in many cases results in quicker resolution times.
• Secure Virtual Private Network (VPN)
o BIS offers to establish a Secure VPN connection tunnel for the purpose of providing
remote support. This service may be advantageous in the event a client's
representative is not always readily available to assist the BIS Help Desk staff with
problem resolution.
• Secure File Transfer Protocol (SFTP)
o BIS will establish a SFTP site for the transfer of secure and confidential data.
• MAX Sentinel
o Only Platinum clients are eligible for this service.
o MAX Sentinel provides a copy of client's data at BIS' facility.
o Data may include Content Management files (ie. ApplicationXtender's *.bin files)
o Data may include SQL Database files
o Client must have the MAX Sentinel integrated at its facility which is configured to
communicate securely with BIS' instance of MAX Sentinel. Copies will be scheduled
according to negotiated schedule.
o MAX Sentinel requires a one-time setup fee
o MAX Sentinel storage fees may apply.
I. BIS®
BIS
4.2. CLIENT REQUIREMENTS
Client responsibilities and/or requirements in support of this Agreement include:
• Payment for all support costs at the agreed interval. Expired maintenance dues may result in denial
of service and potential reinstatement fees applied by the manufacturers and/or BIS.
• Reasonable availability of Client representative(s) when resolving a service related incident or
request.
• Access to equipment or PC requiring service.
4.3. SERVICE PROVIDER REQUIREMENTS
Service Provider responsibilities and/or requirements in support of this Agreement include:
• Meeting response times associated with service requests.
• Appropriate notification to Client for all scheduled maintenance.
• Service history will be collected and available upon request
4.4. SERVICE ASSUMPTIONS
Assumptions related to in -scope services and/or components include:
• Changes to services will be communicated and documented to all stakeholders.
• Non -supported versions may require Extended Support in order to obtain manufacturer support.
5. SERVICE MANAGEMENT
Effective support of in -scope services is a result of maintaining consistent service levels. The following sections
provide relevant details on service availability, monitoring of in -scope services and related components.
5.1. SERVICE REQUESTS
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents
and/or requests submitted by the Client within the following time frames:
Remote assistance will be provided in -line with the above timescales dependent on the priority of the support
request.
7
Si,.
-it I \ BIS
5.2. SERVICE AVAILABILITY
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Priority
Issue Type
Sub -Issue Type
First Response
Resolution Plan
Resolved
Timeframe
Critical
Maintenance - Capture
[All]
0.50 hour(s)
1.00 hour(s)
2.00 hour(s)
Business Hours
Critical
Maintenance - Content
[All]
0.50 hour(s)
1.00 hour(s)
2.00 hour(s)
Business Hours
• Critical Example - System/ Components are not functional and affecting production business processes.
System is completely down and production is at a standstill.
High
Maintenance - Capture
[All]
1.00 hour(s)
2.00 hour(s)
4.00 hour(s)
Business Hours
High
Maintenance - Content
[All]
1.00 hour(s)
2.00 hour(s)
4.00 hour(s)
Business Hours
• High Example —System/ Components are majorly affected, resulting is a significant amount of unnecessary
additional work affecting production business processes.
Medium
Maintenance - Capture
[All]
2.00 hour(s)
4.00 hour(s)
6.00 hour(s)
Business Hours
Medium
Maintenance - Content
[All]
2.00 hour(s)
4.00 hour(s)
6.00 hour(s)
Business Hours
• Medium Example -System/Components are affected to some degree resulting in an inconvenience to
production business process not causing additional unnecessary additional work
Low
Maintenance - Capture
[All]
4.00 hour(s)
6.00 hour(s)
8.00 hour(s)
Business Hours
Low
Maintenance - Content
[All]
4.00 hour(s)
6.00 hour(s)
8.00 hour(s)
Business Hours
• Low Example —Question about product or feature availability
5.2.1. TELEPHONE AND WEB -BASED SUPPORT
• Standard
Software Issues - 7:00 A.M. to 7:00 P.M. CST Monday - Friday
• Hardware Issues - 8:00 A.M. to 5:00 P.M CST Monday - Friday
• Platinum
o Software Issues - 24 x 7 — Service requests placed outside of normal business hours will be
relayed to a call center where client's contact information will be gathered and relayed to an on -
call after hours support technician. It is imperative to use the following number for After Hours
Support (888) 408-5668 or (405) 507-7006. The on -call support technician will respond shortly
after receiving the service request.
Hardware Issues - 24 x 7 — Service requests placed outside of normal business hours will be
relayed to a call center where client's contact information will be gathered and relayed to an on -
call after hours support technician. The on -call support technician will respond shortly after
receiving the service request. 24 x 7 only applies to critical issues affecting Production
environments.
5.2.2. EMAIL SUPPORT
• Monitored 7:00 A.M. to 7:00 P.M. CST Monday - Friday
8
BIS°
• Emails received outside of office hours will be collected and responded to at the earliest availability.
5.2.3. ONSITE SUPPORT
• Standard
o Software Issues - Onsite support for software resolution is only available to Platinum clients.
o Hardware Issues - 8:00 A.M. to 5:00 P.M CST Monday - Friday. Hardware support will be
performed on -site for clients within a 200 mile radius from our Oklahoma City -OK, Tulsa -OK,
Birmingham, AL and Dallas -TX office locations. Clients outside this radius may receive "Depot".
Depot support is defined as the client will ship the defective equipment to one of BIS' facilities
for repair. BIS will repair the equipment the same day received (unless parts are backordered)
and ship the scanner back to the client.
• Platinum
o Software Issues - 8:00 A.M. to 5:00 P.M CST Monday - Friday
o Hardware Issues —24 x 7. Hardware support will be performed on -site for clients within a 200 mile
radius from our Oklahoma City -OK, Tulsa -OK, Birmingham, AL and Dallas -TX office locations.
Clients outside this radius may receive "Depot". Depot support is defined as the client will ship
the defective equipment to one of BIS' facilities for repair. BIS will repair the equipment the same
day received (unless parts are backordered) and ship the scanner back to the client. If there is an
anticipated delay due to parts availability, BIS will locate a comparable piece of equipment for the
client to use while the clients scanner is being repaired. 24 x 7 only applies to critical issues
affecting Production environments.
Services performed outside the terms of this agreement will be billed at a rate of $1,800.00 a day plus parts.
9
BIS®
6. EXHIBITS
6.1. SIGNATURES
The parties have executed duplicate originals of this Agreement by their duly authorized
representatives.
LICENSEE:
CLIENT NAME
CLIENT ADDRESS
CLIENT CITY, STATE ZIP
CLIENT CONTACT
CLIENT CONTACT PHONE
Chair, Board of Weld
County Commissioners
JAN 0 4 2011
Title (Date)
BUSINESS IMAGING SYSTEMS, INC.
Edmond, OK 7301313900 N. Harvey Avenue
Help Desk (405) 507-7006 or (888) 408-5668
Fax (405) 848-1152
(Signature)
Service Manager 08/28/2013
Title (Date)
10
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ri‘N. BIS®
6.2. COMPONENT PRICING
System Maintenance Fees: Contract Period: 1/1/2013 to 12/31/2013
For services rendered under this Agreement, Licensee agrees to pay BIS: $0.00 for Annual Software Support.
PrimarApplication Software:
y
Description
Service Level
Serial Number
Price
$0.00
TOTAL ANNUAL MAINTENANCE: $0.00
11
MEMORANDUM
i
a
TO: Esther Gesick, Clerk to the Board December 5, 2016
FROM: Ryan Rose, Chief Information Officer
SUBJECT: B1700033, EMC ApplicationXtender Maintenance 2017
BOCC Approval Date: December 19, 2016
Bids were received and opened on November 17, 2016 for EMC ApplicationXtender
Maintenance 2017. Three bids, from two different vendors, were received ranging from
$24,570.00 to $38,220.00. Attached is the bid tabulation for your information.
The Information Technology staff reviewed all of the bids. BIS (Business Imaging
Systems) from Edmond, OK proposed the lowest cost for maintenance and support at
$24,570.00 with their Standard support option, and meets the required functionality
documented in the bid process.
With the above information, I recommend the Board award the EMC ApplicationXtender
Maintenance 2017 to BIS for a total amount of $24,570.00.
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Grand Total
$24,570.00
$33,339.00
$38,220.00
Annual Support Cost
$24,570.00
Included with license maintenance.
If after hours cost will be
@ $225
$28,779.00
$4560.00
After Hours Support Costs As needed
@ $130/hr
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Included with license maintenance
After Hours Support Costs As Needed
@ No additional charge
AppXtender License Maintenance
(100 concurrent, 95 full -text xPlorer, server licenses)
Service & Support - Standard
(Unlimited remote and telephone support during normal
biz hours; onsite su ort $225/hr
AppXtender License Maintenance
(100 concurrent, 95 full -text xPlorer, server licenses)
I Service & Support
(Unlimited remote and telephone support during normal
hours)
AppXtender License Maintenance
(100 concurrent, 95 full -text xPlorer, server licenses)
Service & Support - Premium
Instream LLC
8703 Yates Drive, Suite 115
Westminister, Co. 80031
** Bids are being reviewed at this time by dept.*"
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