HomeMy WebLinkAboutPR 18497: IMAGENET, MAINTENANCE ON LASERFICHE SOFTWARE APPLICATION PR 18497
08/21/2014 fy
Memorandum
City of Port Arthur, Texas
Information Systems Division
To: John A. Comeaux, P.E., Interim City Manager
From: Fay Young, Information Technology Manager
Date: August 21, 2014
Subject: Proposed Resolution No. 18497
BACKGROUND:
On June 26, 2001, the City purchased the LaserFiche software application from DynaSource
(Nederland, TX). Per Resolution 12-315, the City entered into a contract with ImageNet
Consulting, for the provision of maintenance for LaserFiche.
RECOMMENDATION:
It is recommended that the City Council approve Proposed Resolution No. 18497 authorizing
an agreement between the City and ImageNet Consulting for annual maintenance for
LaserFiche. The proposed annual maintenance will cover enhancements to the existing
LaserFiche applications and provide application support.
Funds are budgeted and available in the Finance/Information Systems Account No. 001-1034-
515-54.00.
PR 18497
08/21/2014 fy
RESOLUTION NO.
A RESOLUTION AUTHORIZING THE CITY MANAGER TO EXECUTE A ONE
YEAR AGREEMENT BETWEEN THE CITY OF PORT ARTHUR AND
IMAGENET CONSULTING OF HOUSTON, TEXAS, FOR MAINTENANCE ON
LASERFICHE SOFTWARE APPLICATION IN AN AMOUNT NOT TO EXCEED
$13,352.00; FUNDING AVAILABLE IN ACCOUNT NO. 001-1034-515-54.00
WHEREAS, August 20, 2013 the City purchased the LaserFiche software application
from ImageNet Consulting; and,
WHEREAS, the City annually renews maintenance for the provision of application
enhancements and support; and,
WHEREAS, ImageNet Consulting provides annual maintenance for Laserfiche; and,
WHEREAS, ImageNet is the sole source for maintenance and repair of LaserFiche; and
WHEREAS, it is deemed in the best interest of the City, to renew maintenance for
LaserFiche.
NOW THEREFORE, BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF
PORT ARTHUR:
THAT the facts and opinions in the preamble are true and correct.
THAT the contract between the City of Port Arthur and ImageNet Consulting is herein
approved and the City Manager is authorized to execute said one year contract in substantially
the same form as attached hereto as Exhibit "A".
THAT a copy of the caption of this Resolution be spread upon the Minutes of the City
Council.
READ, ADOPTED AND APPROVED this the day of , A.D. 2014
at a meeting of the City of Port Arthur, Texas by the following vote: Ayes:
PR 18497
08/21/2014 fy
Mayor:
Council members:
NOES:
Deloris "Bobbie" Prince, Mayor
ATTEST:
Sherri Bellard, City Secretary
APPROVED AS TO FORM:
Valecia Tizenoi City A ttorney
APPROVED FOR ADMINISTRATION:
n
John Comeaux, P.E., Interim City Manager Shawna Tubbs
Purchasing Manager
Fay Y u
Information Technology Manager
APPROVED AS TO AVAILABILITY OF FUNDS:
7
(LA)
Deborah Echols
Director of Finance
PR 18497
08/21/2014 fy
EXHIBIT A
+ ImageNet
..onsulting
Purchase A,reement
Bill To Ship To
Company Name: Company Name:
City of Port Arthur Same
Address 1: Address 1:
P. 0. Box 1089
Address 2: Address 2:
444 4th Street
City,State,Zip: City,State,Zip:
Port Arthur, Texas 77640
Contact: Contact:
Fay Young
Phone: Phone:
409-983-8164 fay.young @portarthurtx.gov
Qty Item# Serial# Description Total
Laserfiche Support Renewal Basic Plan
1 MCS10B LF Scan Connect LSAP $13,352.00
1 MFRMB LF Forms Basic LSAP
63 MNFO5B LF Named Full User LSAP
1 MPFRMB LF Forms Portal Add-on LSAP
1 MPP1B Starter Public Portal LSAP
1 MSE3OB Avante Server MS SQL LSAP
Purchase Amount $13,352.00
Tax(if applicable) n/a
Total Purchase Amount $13,352.00
Payment Information
Check❑ Credit Card❑
Payment due within ten(10)days of delivery&acceptance of Name on Credit Card:
equipment listed above.
Credit card information may be provided by calling the accounts Credit Card# Expiration Date
receivable department at 405.232.1264.
Service Information
Will equipment being purchased include a service agreement? Yes ❑ No •
If"Yes"please refer to Service Agreement for specific information regarding the terms and conditions.
Terms and Acceptance
If payment is not received when due we may asses an administrative charge an amount at the rate of ten cents per one dollar for each take immediate possession of the Equipment and charge a restocking fee
of no more than twenty five percent(25%)of the original purchase price
If payment is not received when due we may,to extent permitted by applicable law,exercise any one or more of the following remedies;(I)declare due,sue for and receive from you the sum of the unpaid
balance;(ii)to take immediate possession of the Equipment,and to lease or sell the Equipment or any portion thereof;upon such terms as we may elect,and to apply the net proceeds,less reasonable selling
and administrative expenses,on account of your obligations hereunder;(iv)charge you interest on all monies due us from and after the date of default at the rate of one and one third percent(1-1/3%)per
month until paid but in no event more than the maximum rate permitted by law;(v)require you to return all Equipment at your expense to place reasonably designated by us;(vi)to charge you for all the
expenses incurred in connection with the enforcement of any of our remedies including all costs of collection,reasonable attorney's fees and court costs.Whenever any payment is not made by you when due
hereunder,you agree to pay us,not later than one month thereafter,as an administrative charge to offset our collection expenses,an amount calculated at the rate of ten cents per one dollar for each such
delayed payment with a minimum of$15.00,but only to the extent permitted by law. Such an addition to any other remedies provided for by law and may be,to the extent permitted by law,exercised either
concurrently or separately. Exercise of any one remedy shall not be deemed an election of such remedy or to preclude the exercise of any other remedy. No failure on our part to exercise any right or remedy
and no delay in exercising any right or remedy shall operate as a waiver of any right or remedy or to modify the terms of this Agreement. A waiver of default shall not be construed as a waiver of any other
subsequent default.
Imageneet Consulting�Account Representative Signature: Client Authorized Signature:
X L �S Date:08/19/2014 X
Date:
ImageNet
Consulting
Service Level Agreement
For
City of Port Arthur
August 19,2014
-ImageNet
Consulting
Service Level Agreement
Service Level Agreement— Software Solutions
This Service Level Agreement is made between City of Port Arthur("Client")and ImageNet Consulting,LLC
("ImageNet")on the Effective Date below.
Services
ImageNet will provide Client with certain Software Solutions services as more fully described in Appendix B to this
Agreement under the terms herein.
Hardware/System Support
ImageNet shall provide support and replacement of all hardware and systems specified in Appendix B,provided that all
Software is Genuine,Currently Licensed,and Vendor-Supported.Should any hardware or systems fail to meet these
provisions,they will be excluded from this Service Agreement.Should 3rd Party Vendor Support Charges be required in
order to resolve any issues,these will be passed on to the Client after first receiving the Client's authorization to incur
them.
Coverage
Remote Helpdesk and remote technical services will be provided to the Client by ImageNet through remote means
between the hours of 8:00 am—5:00 pm Monday through Friday,ImageNet recognized holidays.If customer is greater
than 25 miles from an ImageNet office,travel costs will be charged to the client as an extension of the time of the call.
Support and Escalation
ImageNet will respond to Client's Trouble Tickets under the provisions of Appendix A,and with best effort after hours
or on holidays. Trouble Tickets must be opened via our ticket entry process by submitting an email ticket to:
softwaresupport@imagenetconsulting.com or by phone if internet is unavailable. Each call will be assigned a Trouble
Ticket number for tracking and the client will be notified of its receipt. Our escalation process is detailed in Appendix
A.
Service outside Normal Working Hours
Emergency services performed outside of the hours of 8:00 am—5:00 pm Monday through Friday,excluding public
holidays,shall be subject to provisions of Appendix B.
Service Disclaimer
Client grants ImageNet authorization to view any data within the regular routine of the repair or system improvement.
Client also authorizes ImageNet to reasonably delete,change,and/or rewrite any necessary information to complete the
system repair or improvement that is consistent with the standards and practices in the industry
Exduded Services
Service rendered under this Agreement does not include:
• Post-Project on-site software technical services(see fee schedule for pricing)
• Post-Project training of administrator or end-users after project completion
• Hardware warranty or maintenance(separate agreement required)
Suitability of Existing Environment
Minimum Standards Required for Services
In order for Client's existing environment to qualify for ImageNet's Remote Technical Services,the following
requirements must be met:
• All Servers with Microsoft Windows Operating Systems must be running Windows 2003 Server or later,and have
all of the latest Microsoft Service Packs and Critical Updates installed.
• All Desktop PC's and Notebooks/Laptops with Microsoft Windows Operating Systems must be running Windows
XP Pro or later,and have all of the latest Microsoft Service Packs and Critical Updates installed.
• All Server and Desktop Software must be Genuine,Licensed and Vendor-Supported.
• The environment must have a currently licensed,up-to-date and Vendor-Supported Server-based Antivirus Solution
protecting all Servers,Desktops,Notebooks/Laptops,and Email.
• The environment must have a currently licensed,Vendor-Supported Server-based Backup Solution that can be
monitored,and send notifications on job failures and successes.
• The environment must have a currently licensed,Vendor-Supported Hardware Firewall between the Internal
Network and the Internet.
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-Image Net
Service Level Agreement
■ All Wireless data traffic in the environment must be securely encrypted.
■ There must be an outside static IP address assigned to a network device,allowing VPN access.
Chronically Failing Equipment
Experience has shown equipment belonging to the client which has initially passed Minimum Standard Requirements for
system support can reveal itself to become chronically failing. This means that the equipment repeatedly breaks down
and consistently causes user and business interruption even though repairs are accomplished. Should this occur,while
rare,Client agrees to work constructively and positively with ImageNet to replace the equipment to ensure optimum
system performance.
Term of Agreement
This Agreement is effective upon the date signed,shall remain in force for one year("Initial Term").Any adjustments or
modifications to the terms herein must be made in writing as an amendment to this Agreement and must be signed by
Client and ImageNet.
■ This Agreement automatically renews for subsequent annual terms beginning on the day immediately following the
end of the Initial Term unless either party gives the other thirty(30)day's prior written notice of its intent not to
renew this Agreement.
■ This Agreement may be terminated by either party if the other Party:
✓ Breaches any material term or condition of this Agreement and fails to remedy such breach within ninety(90)
days of receipt of such written notice;or
✓ Terminates or suspends its business operations,unless it is succeeded by a permitted assignee under this
Agreement.
■ If either party terminates this Agreement,ImageNet will assist Client in the orderly termination of services,
including timely transfer of the services to another designated provider.Client agrees to pay ImageNet the actual
costs of rendering such assistance.Actual costs could include but are not limited to: Training,data transfer,license
transfers or equipment de-installation.
■ Client agrees to allow ImageNet to assign,delegate,and subcontract services to third party competent contractors
approved by ImageNet.
Taxes
It is understood that any Federal,State or Local Taxes applicable shall be added to each invoice for services or materials
rendered under this Agreement.Client shall pay any such taxes unless a valid exemption certificate is furnished to
ImageNet for the state of use.
Limitation of Liability
In no event shall ImageNet be held liable for indirect,special,incidental or consequential damages arising under this
contract,including but not limited to loss of profits or revenue,loss of use of equipment,lost data,costs of substitute
equipment,or other costs.
ImageNet or its suppliers shall not be liable for any indirect,incidental,consequential,punitive,economic or property
damages whatsoever(including any damages for loss of business profits,business interruption,loss of data or other
pecuniary loss)arising out of this Agreement
Confidentiality
ImageNet and its agents may use Client information,as necessary to or consistent with providing the contracted services,
and will use best efforts to protect against unauthorized use.
Miscellaneous
This agreement shall be governed by,construed,and enforced in accordance with the laws of the State of Texas.
Jurisdiction and venue shall exclusively lie in the County of Jefferson,City of Port Arthur. It constitutes the entire
Agreement between Client and ImageNet for services listed in"Appendix B".This agreement can be modified by a
signed written Addendum by both parties.
If any collection action litigated or otherwise,is necessary to enforce the terms of this agreement,ImageNet shall be
entitled to reasonable attorneys'fees and costs in addition to any other relief to which it may be entitled.
If any provision in this Agreement is held by a court of competent jurisdiction to be invalid,void or unenforceable,the
remaining provisions shall nevertheless continue in full force without being impaired or invalidated in any way.
3
ImageNet
Consulting
Service Level Agreement
ImageNet is not responsible for failure to render services due to circumstances beyond its control including,but not
limited to,acts of God.
IN WITNESS WHEREOF,the parties hereto have caused this Service Agreement to be signed by their duly authorized
representatives as of the date set forth below.
Fees and Payment Schedule
■ Fees will be$13,352.00 per year plus applicable taxes,invoiced to Client on an annual basis,and will become due
and payable on the first day of the renewal month. Services will be suspended if payment is not received within 10
days following the date due.Refer to Appendix B for ImageNet Services covered by the annual fee under the terms
of this Agreement.Any additions to the current system at any future time will be added to the annual fee.
■ It is understood that any and all Services requested by Client that fall outside of the terms of this Agreement will be
considered Projects,and will be quoted and billed as separate,individual Services.
► ImageNet Consulting,LLC reserve the right to increase contract rates annually,not to exceed 10%of the previous
contract year fees and payments.
Accepted by:
Authorized Signature City of Port Arthur Date
08/19/2014
Authorized Signature ImageNet Consulting Date
4
+ImageNet
Service Level Agreement
Appendix A
Response and Resolution Times
The followin:table shows the targets of res..nse and resolution times for each priorit■ level:
Trouble Priority esponse tim eso uhon`'time Escalation threshold
in hours)* (in hours)'' (in hours)
Service not available(all users and functions 1 \A,ithin 1 hour ASAP—Best 2 hours
unavailable). Effort
Significant degradation of service(large 2 Within 4 hours ASAP—Best 8 hours
number of users or business critical Effort
functions affected)
Limited degradation of service(limited 3 Within 24 hours ASAP—Best 48 hours
number of users or functions affected, Effort
business process can continue).
Small service degradation(business process 4 Within 48 hours ASAP—Best 96 hours
can continue,one user affected). Effort
Support Tiers
The followin:details and describes our Su..ort Tier levels:
Support Tier Description
Tier 1 Support All support incidents begin in Tier 1,where the initial trouble ticket is created,and the issue is
identified and clearly documented,and basic hardware/software troubleshooting is initiated.
Su..ort .rovided b Ima•eNet
Tier 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2,where
more complex support on hardware/software issues can be provided by more experienced
Engineers.Support provided by ImageNet&Vendor
Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3,where
support is provided by the most qualified and experienced Engineers who have the ability to
collaborate with 3rd Party(Vendor)Support Engineers to resolve the most complex issues.
Service Request Escalation Procedure
■ Support Request is Received
■ Trouble Ticket is Created
■ Issue is Identified and documented in Help Desk system
■ Issue is qualified to determine if it can be resolved through Tier 1 Support
If issue can be resolved through Tier 1 Support:
■ Level 1 Resolution-issue is worked to successful resolution
■ Quality Control—Issue is verified to be resolved
■ Trouble Ticket is closed,after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 1 Support
5
-ImageNet
Consulting
Service Level Agreement
■ Issue is escalated to Tier 2 Support
■ Issue is qualified to determine if it can be resolved by Tier 2 Support
If issue can be resolved through Tier 2 Support:
■ Level 2 Resolution-issue is worked to successful resolution
► Quality Control—Issue is verified to be resolved
■ Trouble Ticket is closed,after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 2 Support:
■ Issue is escalated to Tier 3 Support
■ Issue is qualified to determine if it can be resolved through Tier 3 Support
If issue can be resolved through Tier 3 Support:
■ Level 3 Resolution-issue is worked to successful resolution
■ Quality Control—Issue is verified to be resolved
■ Trouble Ticket is closed,after complete problem resolution details have been updated in Help Desk system
If issue cannot be resolved through Tier 3 Support:
■ Issue is escalated to Onsite Support
■ Issue is qualified to determine if it can be resolved through Onsite Support
If issue can be resolved through Onsite Support:
► Onsite Resolution-issue is worked to successful resolution
■ Quality Control—Issue is verified to be resolved
■ Trouble Ticket is closed,after complete problem resolution details have been updated in Help Desk system
Appendix B
6
--lmageNet
Service Level Agreement
Software(Software Upgrades,Remote Technical Support All Tiers)
Basic Laserfiche Software Assurance Plan(LSAP B Annual)* $13,352.00
New releases&product updates
2—CPP Classes
Phone Support
2nd level support Laserfiche Systems Engineers
24/7 access to the Knowledge Base articles,discussion forums and education resources on the Laserfiche Support Site
Service Rates
Remote Help Desk INCLUDED
8am-5pm M-F(30 minutes per ticket)
Remote Software Access/Fix INCLUDED
8am-5pm M-F(30 minutes per ticket)
Remote Administrator Assistance INCLUDED
8am-5pm M-F(30 minutes per ticket)
Remote Scanner Assistance INCLUDED
8am-5pm M-F(30 minutes per ticket)
Tier 2 Software Manufacturer Support INCLUDED
Remote Help Desk(after 30 minutes billed in 15 min.increments) $135/hr_
8:00 am-5pm M-F
Remote Software Access Technical/Fix(after 30 minutes billed in 15 min.increments) $135/hr.
8:00 am-Spm M-F
Remote Administrator Assistance(after 30 minutes billed in 15 min.increments) $135/hr.
8:00 am-5pm M-F
Remote Capture Assistance(after 30 minutes billed in 15 min.increments) $135/hr.
8:00 am-5pm M-F
Remote Workflow/Issues(after 30 minutes billed in 15 min.increments) $195/hr_
8:00 am-5pm M-F
Remote Migration/Issues(after 30 minutes billed in 15 min.increments) $195/hr.
8:00 am-5pm M-F
On site Technical/Issues Labor $165/hr.
8:00 am—5:00 pm(I hour minimum)
Onsite Workflow and Migration/Issues Labor $225/hr.
8:00 am—5:00 pm(1 hour minimum)
Onsite Labor $Time and a half/hr.
All Other Times (1-Hr Minimum)
Hardware
Servers,scanners and other hardware are covered under warranty or separate maintenance agreement.
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