The URL can be used to link to this page

Browse Search

Home My WebLink About20153613.tiff RESOLUTION RE: APPROVE ADDENDUM FOR MAINTENANCE AND SUPPORT RENEWAL AND AUTHORIZE CHAIR TO SIGN -TYLER TECHNOLOGIES, INC. WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to Colorado statute and the Weld County Home Rule Charter, is vested with the authority of administering the affairs of Weld County, Colorado, and WHEREAS, the Board has been presented with an Addendum for Maintenance and Support Renewal between the County of Weld, State of Colorado, by and through the Board of County Commissioners of Weld County, on behalf of the Department of Information Technology, and Tyler Technologies, Inc., commencing November 1, 2015, and ending October 31, 2016, with further terms and conditions being as stated in said addendum, and WHEREAS, after review, the Board deems it advisable to approve said addendum, a copy of which is attached hereto and incorporated herein by reference. NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of Weld County, Colorado, that the Addendum for Maintenance and Support Renewal between the County of Weld, State of Colorado, by and through the Board of County Commissioners of Weld County, on behalf of the Department of Information Technology, and Tyler Technologies be, and hereby is, approved. BE IT FURTHER RESOLVED by the Board that the Chair be, and hereby is, authorized to sign said addendum. The above and foregoing Resolution was, on motion duly made and seconded, adopted by the following vote on the 16th day of November, A.D., 2015, nunc pro tunc November 1, 2015. BOARD OF COUNTY COMMISSIONERS WELD COUNTY, CO RADO • ATTEST: ..�('�r�L CG r,�tn/ arbara Kirkmeye , Chair Weld County Clerk to the Board Mike Freeman, Pro-Tern BY: Q11 f oo > ►7 uty Clerk to th- Boy j • ean P. Conway OV D AS TO FO 1861 '�APPR %440 �. cif i ozad County Attorney Steve Moreno Date of signature: � 2015-3613 IT0003 :cYtuct 1 b 4 3O3 MEMORANDUM TO: Esther Gesick, Clerk to the Board Nov 9, 2015 ' r lrr r ' FROM: Ryan Rose, Chief Information Officer G p U!Lt ' SUBJECT: Tyler Eagle Minutes CM Software Support Agreement Tyler provides licenses and associated support for the CM Minutes software that is used by Weld County's Clerk to the Board for managing board meeting minutes. This agreement is to renew their annual support. This agreement is in effect through 10/31/2016. The requested annual cost is $11,171.09. We ask that the BOCC approve the contract agreement as submitted. I 2015.3613 • •• ••• '�. tyler • tec.linul©g es Maintenance and Support Renewal Addendum This Addendum is attached to and made part of the contract dated May 31,1994("Agreement"),as amended February 28,2005("2005 Amendment"),between Weld County,Colorado("You","Your",and similar)and Tyler Technologies,Inc.("We","us",and similar),as successor-in-interest to Eagle Computer Systems,Inc.This Addendum is effective as of the date your authorized representative signs below("Effective Date").We will provide you with maintenance and support services for the Tyler Software licensed to you under the 2005 Amendment. Capitalized terms not otherwise defined will have the meaning assigned to such terms in the Agreement.All terms and conditions of the Agreement not herein amended or superseded shall remain in full force and effect. 1. Term. We provide maintenance and support services on an annual basis. The initial term commences on November 1,2015 and remains in effect for one(1)year. The term will renew automatically for additional one (1)year terms unless terminated in writing by either party at least thirty(30)days prior to the end of the then- current term. 2. Maintenance and Support Fees. Your initial maintenance and support fees,as listed in the invoice attached hereto as Exhibit A are due upon the Effective Date.We reserve the right to suspend maintenance and support services if you fail to pay undisputed maintenance and support fees within sixty(60)days of the due date.Fees for subsequent terms are subject to change. 3. Maintenance and Support Services. As long as you timely pay your maintenance and support fees,we will, consistent with our then-current Support Call Process,perform our maintenance and support obligations for the software licensed as outlined in the Agreement.A copy of our current Support Call Process is attached hereto as Exhibit B. SIGNATURE PAGE FOLLOWS 1 tyler misemem IN warms WHEREOF,a duly sutlwriid representative Wench peter hes executed the Addendum as of the distills)set forth Flow. 'Tyler Technologies.Inc. Load Government Divklon By: "___cjilik.00, Name: Poi* jitildiki4 Title: aw � '� Data: ,//"—,,,9—otte ATTEST: r WARD OF COUNTY COMMISSIONERS Weld ► dirk to the rd WELD COUNTY, SY: Depute le t,. fliu4"0 -4" V 1 6 2015 361 t-,43.A'w" ozo/o- a6_l3 Exhibit A 0Remittance: • • • tyler Tyler Technologies,Inc Invoice (FEIN 75-2303920) �•�•� P O Box 203556 Invoice No Date Page • technologies Dallas,TX 75320-3556 025-134747 10/01/2015 1 of 1 Empowering people who serve the public' i Questions: Tyler o Technologies Local Government IIIIuhIuIIIuI Phone:1-800-772-2260 Press 2,then 2 Fax: 1-866-673-3274 Email: -866- 73-32 com Bill To: WELD COUNTY CLERK TO THE Ship To: WELD COUNTY CLERK TO THE BOARD-ATTN:Kevin Jass BOARD-ATTN:Kevin Jass BOX 758 BOX 758 GREELEY,CO 80631 GREELEY,CO 80631 Customer No. Ord No PO Number Currency Terms Due Date 45008 57271 USD NET30 10/31/2015 Date Description Units Rate Extended Price Contract No Weld County Clerk to the Software Support EagleMinutes CM 1 11,171 09 11,171 09 Maintenance.Start:01/Nov/2015, End.31/Oct/2016 **ATTENTION** Subtotal 11,171.09 Order your checks and forms from Tyler Business Forms at 877-749-2090 or Sales Tax 0.00 1 tylerbusinessforms.com to guarantee 100%compliance with your software. Invoice Total 11,171.09 1 3 tyler Exhibit B Local Government Division Support Call Process Products Covered Incode Incode Financials Incode CIS/CRM Incode Court Case Management Incode Tyler Public Safety Eagle Eagle Recording I Eagle Tax(Assessor/Treasurer) I Tyler Content Manager Other Energov I Infinite Visions Support Channels Tyler Technologies, Inc.provides the following channels of software support: (1) Telephone—for urgent or complex questions,users receive toll-free,unlimited telephone software support. (2) Email—for less urgent situations,users may submit unlimited emails directly to the software support group.Email will be used for responses. (3) On-line submission—for less urgent and project-based questions,users may create unlimited support incidents through the customer relationship management portal available at the Tyler Technologies website. (4) Tyler Community—an on-line resource,Tyler Community provides a venue for all Tyler clients with current maintenance agreements to support one another,share best practices and resources,and access documentation. During the Implementation to Support handoff meeting,at the conclusion of the client's project,Tyler representatives will provide the most current toll-free telephone number and email address for submitting support incidents,based on the software licensed. Support Availability Our established software support hours are Monday through Friday from 7:00 AM-7:00 PM Central Time. Tyler's holiday schedule is outlined below.There will be no support coverage on these days. New Year's Day Thanksgiving Day Memorial Day Day after Thanksgiving Independence Day Christmas Eve Labor Day Christmas Day The hours and holiday schedule set forth above does not apply to users of Tyler Public Safety,who have 24/7/365 access to software support personnel for critical issues.Each incident will be billed at the hourly 4 tyler Exhibit B rate and minimum charges,according to the terms of our then-current Tyler Public Safety 24/7/365 Support document.Our current Tyler Public Safety 24/7/365 Support document is provided below. Issue Handling Incident Tracking When a support incident cannot be resolved during its initiation,the client receives an incident tracking number for that issue.The incident tracking number is used to track and reference open issues when clients contact support. Incident Escalation Tyler's software support consists of four levels of personnel: (1) Software Support Analysts—front-line representatives (2) Software Support Advisors—more senior in their support role,the Advisors assist Software Support Analysts and take on escalated issues (3) Software Support Team Leads—responsible for the day-to-day supervision of Analysts and Advisors and may assist in incident escalations (4) Software Support Managers—responsible for the management of support teams for either a single product or a product group On occasion,the priority or immediacy of a software support incident may change after initiation.Tyler encourages clients to communicate the level of urgency or priority of software support issues so that we can respond appropriately.A software support incident can be escalated by any of the following methods: (1) Telephone—for immediate response,call toll-free to either escalate an incident's priority or to escalate an issue through management channels as described above. (2) Email—clients can send an'email to software support in order to escalate the priority of an issue (3) On-line Support Incident Portal—by logging into the client incident portal and referencing the appropriate incident tracking number,clients can modify the priority of an issue. incident Priority Each incident is assigned a priority number,which corresponds to the client's needs and deadlines.The client is responsible for reasonably setting the priority of the incident per the below chart.The goal of this structure is to clearly understand and communicate the importance of the issue and to describe expected responses and resolutions. 5 % , ty,ler Exhibit B Prioritie , . µ Priority Characteristics of Support Development Level Incident Resolution Targets Actions Support incident that causes Tyler shall provide an initial response to (a)complete application Priority Level 1 incidents within one(1) failure or application business hour of receipt of the support unavailability;(b)application incident. Tyler shall use commercially Hot Fix— failure or unavailability in reasonable efforts to resolve such support Emergency 1 one or more of the client's incidents or provide a circumvention patch to remote location;or(c) procedure within one(1)business software as soon systemic loss of multiple day. Tyler's responsibility for loss or as possible essential system functions. corrupted data is limited to assisting the client in restoring its last available database. Support incident that causes Tyler shall provide an initial response to (a)repeated,consistent Priority Level 2 incidents within four(4) failure of essential business hours of receipt of the support functionality affecting more incident. Tyler shall use commercially than one user or(b)loss or reasonable efforts to resolve such support Regularly- 2 corruption of data. incidents or provide a circumvention scheduled patch procedures within five(5)business days. Tyler's responsibility for loss or corrupted data is limited to assisting the client in restoring its last available database. Priority Level 1 incident with Tyler shall provide an initial response to an existing circumvention Priority Level 3 incidents within one(1) procedure,or a Priority Level business day of receipt of the support 2 incident that affects only incident. Tyler shall use commercially one user or for which there is reasonable efforts to resolve such support Next Release— an existing circumvention incidents without the need for a Scheduled for 3 procedure. circumvention procedure with the next the next major published maintenance update or service pack,which shall occur at least release quarterly. Tyler's responsibility for lost or corrupted data is limited to assisting the client in restoring its last available database. 6 tyler Exhibit 8 issue'Priorities&Resolutions','.. Priority Characteristics of Support Resolution Targets Development Level Incident Actions Support incident that causes Tyler shall provide an initial response to failure of non-essential Priority Level 4 incidents within two(2) functionality or a cosmetic or business days. Tyler shall use other issue that does not commercially reasonable efforts to resolve Future release— 4 qualify as any other Priority such support incidents within two version not scheduled; reviewed at next Level. release cycles and a cosmetic or other support incident that does not qualify as planning stage any other Priority Level incident with a future version release. Hardware and Other Systems If in the process of diagnosing a software support issue it is discovered that a peripheral system or its software is the cause of the issue,Tyler will notify the client so that the client may contact the support agency for that peripheral system.Tyler cannot support or maintain third-party software or hardware. In order for Tyler to provide the highest level of software support,the client bears the following responsibility related to hardware and software: (1) All infrastructure executing Tyler software shall be managed by the client. (2) Support contracts for all third-party software(ex:operating systems,database management systems)associated with Tyler software shall be maintained.Tyler does not support these third- party products. j3) Daily database backups must be performed; client shall verify the backups are successful. 7 s•. tyler Hello