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HomeMy WebLinkAbout2014-09-23; City Council; 21739; Approval Technology Help Desk Services Contract with Allied Digital Services LLCCITY OF CARLSBAD - AGENDA BILL AB# 21,739 APPROVAL OF THE TECHNOLOGY HELP DESK DEPT.DIRECTOR MTG. 9/23/14 SERVICES CONTRACT WITH ALLIED DIGITAL CITY ATTY. DEPT. ASD-IT SERVICES, LLC CITY MGR. RECOMMENDED ACTION: Adopt Resolution No. 2014-228 awarding the contract for Technology Help Desk Services with Allied Digital Services, LLC. ITEM EXPLANATION: For over a decade, the City ofCarlsbad has been partially outsourcing its Technology Help Desk Services. The current partially outsourced help desk model costs the city $406,447, annually. This cost is comprised of vendor fees and the cost for three full-time IT staff assigned to perform help desk services. During development ofthe Information Technology (IT) Strategic Plan in 2013, technology consultants suggested that the city consider moving towards fully outsourcing its Technology Help Desk Services. Initial market research showed that making this move could increase service levels while decreasing costs to the city. In March 2013, Information Technology Department and CCEA jointly developed a request for proposal (RFP) to fully contract out Technology Help Desk Services. CCEA appointed two members to attend meetings and provide input forthe creation ofthe help desk services RFP. The final RFP was reviewed by CCEA prior to publication in July 2013. The RFP for Technology Help Desk Services produced two vendor responses. A best value analysis was performed on the responses; Allied Digital Services, LLC was selected as the vendor of choice to provide fully outsourced Technology Help Desk Services. Allied Digital, presented a help desk model offering the city a ticket resolution rate of 100 percent in a full-service, around-the-clock environment (in comparison to the current model, where the vendor provides a ticket resolution rate of approximately 25 percent and charges additional fees for services provided outside of normal work hours). In addition to offering a higher resolution rate in an around-the-clock service model. Allied Digital is offering help desk services that can grow as the city introduces new enterprise applications. Allied Digital's ability to meet the city's current and future help desk demands will permit current city IT staff to focus their efforts on helping all city staff use technologies efficiently to meet their business needs. Allied Digital also provides for the elimination of three full-time City IT positions (IT help desk staff), while providing increased technology services to city staff at an overall cost savings. Department Contact: Tina Steffan 760-602-2454 Tina.Steffan(S)carlsbadca.gov FOR CLERK USE. y COUNCIL ACTION: APPROVED y CONTINUED TO DATE SPECIFIC • DENIED CONTINUED TO DATE UNKNOWN • CONTINUED • RETURNED TO STAFF • WITHDRAWN • OTHER - SEE MINUTES • FISCAL IMPACT: Pricing for this new expanded service model is quoted at $337,452 for Technology Help Desk Services for the first year. This represents a cost savings of almost $69,000, or 17 percent, annually over the current partially outsourced model. Help Desk Costs Current Partially Outsourced Proposed Fully outsourced Savings Vendor Costs $100,000 $337,452 ($237,452) 3 City help desk staff $306,447 $0 $306,447 Totals $406,447 $337,452 $68,995 Initial Transition Costs $74,895 The contract is for a three-year period, and includes pricing totals as follows: Technology Help Desk Services Projected Costs Contingency (20%) Totals Year 1 Transition Fee $74,895 $-$74,895 Year 1 Help Desk Services $337,452 $67,490 $404,942 Year 2 Help Desk Services $351,625 $70,325 $421,950 Year 3 Help Desk Services $366,506 $73,301 $439,807 TotIa Three Year Contract $1,130,477 $211,116 $1,341,594 Contingencies above are included to accommodate additional support activity volume anticipated from projects deploying new systems and applications. These activities are above and beyond existing Technology Help Desk Services workloads, and project-specific budgets will accommodate these costs. ENVIRONMENTAL IMPACT: Pursuant to Public Resources Code Section 21065, this action does not constitute a "project" within the meaning of CEQA in that it has no potential to cause either a direct physical change in the environment, or a reasonably foreseeable indirect physical change in the environment, and therefore does not require environmental review. EXHIBITS: 1. Resolution No. 2014-228 awarding the contract for Technology Help Desk Services with Allied Digital Services, LLC. 2. Contract between City and Allied Digital Services, LLC. 7 8 9 10 RESOLUTION NO. 2014-228 2 A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF CARLSBAD, CALIFORNIA, AWARDING THE CONTRACT FOR TECHNOLOGY HELP ^ DESK SERVICES TO ALLIED DIGITAL SERVICES, LLC. 4 5 WHEREAS, for over a decade the City of Carlsbad has been partially outsourcing its ^ Technology Help Desk Services; and WHEREAS, city staff researched the technology services market and discovered that moving to a fully outsourced Technology Help Desk Service model could save the city money and increase the help desk services offered to staff; and 11 WHEREAS, City Council authorized pursuing contracting out for Technology Help Desk 12 Services; and WHEREAS, in March of 2013 Information Technology (IT) department staff, along with two CCEA members developed a request for proposal (RFP) for Technology Help Desk Services; and WHEREAS, in July of 2013 the RFP for Technology Help Desk Services was published; and 18 WHEREAS, two vendors responded to the RFP and after performing a best value analysis 9 Allied Digital Services, LLC was selected as the vendor to provide a fully outsourced Technology 20 21 22 23 24 NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Carlsbad, 25 California, as follows that: 26 1. The above recitations are true and correct 27 28 13 14 15 16 17 Help Desk Services; and WHEREAS, the Allied Digital Services, LLC fully outsourced service model represents increased service levels for the city and a savings of 17 percent annually. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 2. The City Council of the City of Carlsbad awards a three-year contract in amount not to exceed $1,341,594.00, to Allied Digital Services, LLC for Technology Help Desk Services. 3. The Mayor of the City of Carlsbad is authorized to execute the contract with Allied Digital Services, LLC for Technology Help Desk Services on behalf of the City of Carlsbad. PASSED, APPROVED AND ADOPTED at a Regular Meeting ofthe City Council ofthe City of Carlsbad on the 23rd day of September , 2014, by the following vote to wit: AYES: NOES: ABSENT: Council Members Hall, Packard, Wood, Schumacher, Blackburn. None. None. MATT HALL, Mayor ATTEST: "^^Lt,/^^-^^ <:^^..^-^^-4 . BARBARA ENGLEs6f^, City Clerk AGREEMENT FOR IT HELP DESK SERVICES ALLIED DIGITAL SERVICES, LLC ^ THIS AGREEMENT is made and entered into as of the day of fTs hjuJ , 20iiL. by and between the CITY OF CARLSBAD, a municipal corporation, ("City"), and Allied Digital Services, LLC, a Delaware limited liability company, ("Contractor"), with its principal location of business at 18701 S. Figueroa Street, Gardena, CA 90248 RECITALS A. City requires the professional services of an information technology services provider that is experienced in providing outsourced IT Help Desk services. B. Contractor has the necessary experience in providing professional services and advice related to outsourced IT Help Desk services. C. Contractor has submitted a proposal to City in response to a Request for Proposal, and has affirmed its willingness and ability to perform such work. NOW, THEREFORE, in consideration of these recitals and the mutual covenants contained herein, City and Contractor agree as follows: 1. SCOPE OF WORK City retains Contractor to perform, and Contractor agrees to render, those services that are defined in Exhibit A - Statement of Work, Exhibit B - Terminology, Exhibit C - Supported Technologies, Exhibit D - Change Request Process, Exhibit E - Project Plan, Exhibit F - Help Desk Activity Volume / Cost Projections, Exhibit G - Allied Digital's Fair Labor Practices Policy, and Exhibit H - Non-disclosure Agreements (collectively referred to as "Services"). Exhibits A, B, C, D, E, F, G, and H are attached hereto and incorporated herein by this reference. In the event of a conflict between this Agreement and any of the attached Exhibits, this Agreement shall take precedence over any attached Exhibit and any future change request made pursuant to Exhibit D, which will be governed by this Agreement and attached to this Agreement in consecutive Exhibits. 2. STANDARD OF PERFORMANCE While performing the Services, Contractor will exercise the reasonable professional care and skill customarily exercised by reputable members of Contractor's profession practicing in the Metropolitan Southern California Area, and will use reasonable diligence and best judgment while exercising its professional skill and expertise. 3. TERM The term of this Agreement will be effective for a period of three (3) years from the date first above written. The City Manager may amend the Agreement to extend it for two (2) additional three (3) year periods or parts thereof. Extensions will be based upon a satisfactory review of Contractor's performance, City needs, and appropriation of funds for this Agreement by the City Council. The parties will prepare a written amendment indicating the effective date and length of the extended Agreement. 4. TIME IS OF THE ESSENCE Time is ofthe essence for each and every provision ofthis Agreement. Page 1 of 51 6 5. COMPENSATION The total fee payable for the Services to be performed during the initial Agreement term will not exceed one million, three hundred forty one thousand, five hundred ninety four dollars $1,341,594 USD), as detailed Exhibit A. No other compensation for the Services will be allowed except for items covered by subsequent amendments to this Agreement. The City reserves the right to withhold a ten percent (10%) retention on any invoice for services until City has accepted the Services specified in the applicable Statement of Work. Incremental payments, if applicable, will be set forth in the Exhibit A. 6. STATUS OF CONTRACTOR Contractor will perform the Services in Contractor's own way as an independent contractor and in pursuit of Contractor's independent calling, and not as an employee of City. Contractor will be under control of City only as to the result to be accomplished, but will consult with City as necessary. The persons used by Contractor to provide services under this Agreement will not be considered employees of City for any purposes. The payment made to Contractor pursuant to a Statement of Work will be the full and complete compensation to which Contractor is entitled for that Statement of Work. City will not make any federal or state tax withholdings on behalf of Contractor or its agents, employees or subcontractors. City will not be required to pay any workers' compensation insurance or unemployment contributions on behalf of Contractor or its employees or subcontractors. Contractor agrees to indemnify City within thirty (30) days for any tax, retirement contribution, social security, overtime payment, unemployment payment or workers' compensation payment which City may be required to make on behalf of Contractor or any agent, employee, or subcontractor of Contractor for work done under this Agreement. At the City's election, City may deduct the indemnification amount from any balance owing to Contractor. 7. SUBCONTRACTING Contractor will not subcontract any portion of the Services without prior written approval of City. If Contractor subcontracts any of the Services, Contractor will be fully responsible to City for the acts and omissions of Contractor's subcontractor and of the persons either directly or indirectly employed by the subcontractor, as Contractor is for the acts and omissions of persons directly employed by Contractor. Nothing contained in this Agreement will create any contractual relationship between any subcontractor of Contractor and City. Contractor will be responsible for payment of subcontractors. Contractor will bind every subcontractor and every subcontractor of a subcontractor by the terms of this Agreement applicable to Contractor's work unless specifically noted to the contrary in the subcontract and approved in writing by City. 8. OTHER CONTRACTORS The City reserves the right to employ other Contractors in connection with the Services. 9. INDEMNIFICATION Contractor agrees to indemnify and hold harmless the City and its officers, officials, employees and volunteers from and against all claims, damages, losses and expenses including attorneys' fees arising out of the performance of the work described herein caused by any negligence, recklessness, or willful misconduct of the Contractor, any subcontractor, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable. The parties expressly agree that any payment, attorney's fee, costs or expense City incurs or makes to or on behalf of an injured employee under the City's self-administered workers' Page 2 of 51 compensation is included as a loss, expense or cost for the purposes of this section, and that this section will survive the expiration or early termination ofthis Agreement. 10. INSURANCE Contractor will obtain and maintain for the duration of the Agreement and any and all amendments, insurance against claims for injuries to persons or damage to property which may arise out of or in connection with performance of the services by Contractor or Contractor's agents, representatives, employees or subcontractors. The insurance will be obtained from an insurance carrier admitted and authorized to do business in the State of California. The insurance carrier is required to have a current Best's Key Rating of not less than "A-:VH". OR with a surplus line insurer on the State of California's List of Eligible Surplus Line Insurers (LESLI) with a rating in the latest Best's Key Rating Guide of at least "A:X". 10.1 Coverages and Limits. Contractor will maintain the types of coverages and minimum limits indicated below, unless Risk Manager or City Manager approves a lower amount. These minimum amounts of coverage will not constitute any limitations or cap on Contractor's indemnification obligations under this Agreement. City, its officers, agents and employees make no representation that the limits of the insurance specified to be carried by Contractor pursuant to this Agreement are adequate to protect Contractor. If Contractor believes that any required insurance coverage is inadequate, Contractor will obtain such additional insurance coverage, as Contractor deems adequate, at Contractor's sole expense. 10.1.1 Commercial General Liabilitv Insurance. $1,000,000 combined single-limit per occurrence for bodily injury, personal injury and property damage. If the submitted policies contain aggregate limits, general aggregate limits will apply separately to the work under this Agreement or the general aggregate will be twice the required per occurrence limit. 10.1.2 Automobile Liabilitv. (if the use of an automobile is involved for Contractor's work for City). $1,000,000 combined single-limit per accident for bodily injury and property damage. 10.1.3 Workers' Compensation and Emplover's Liability. Workers' Compensation limits as required by the California Labor Code. Workers' Compensation will not be required if Contractor has no employees and provides, to City's satisfaction, a declaration stating this. 10.1.4 Professional Liability. Errors and omissions liability appropriate to Contractor's profession with limits of not less than $1,000,000 per claim. If any coverage is required beyond the date of completion ofthe work (commonly called "tail" insurance) the matter will be addressed on a case-by-case basis as necessary in connection with a particular Statement of Work. Q If box is checked, Professional Liability City's Initials Contractor's Initials Insurance requirement is waived. 10.2. Additional Provisions. Contractor will ensure that the policies of insurance required under this Agreement contain, or are endorsed to contain, the following provisions: 10.2.1 The City will be named as an additional insured on Commercial General Liability which shall provide primary coverage to the City. Page 3 of 51 7 10.2.2 Contractor will obtain occurrence coverage, excluding Professional Liability, which will be written as claims-made coverage. 10.2.3 This insurance will be in force during the life of the Agreement and any extensions of it and will not be canceled without thirty (30) days prior written notice to City sent by certified mail pursuant to the Notice provisions of this Agreement. 10.3 Providing Certificates of Insurance and Endorsements. Prior to City's execution of this Agreement, Contractor will furnish certificates of insurance and endorsements to City. 10.4 Failure to Maintain Coverage. If Contractor fails to maintain any of these insurance coverages, then City will have the option to declare Contractor in breach, or may purchase replacement insurance or pay the premiums that are due on existing policies in order to maintain the required coverages. Contractor is responsible for any payments made by City to obtain or maintain insurance and City may collect these payments from Contractor or deduct the amount paid from any sums due Contractor underthis Agreement. 10.5 Submission of Insurance Policies. City reserves the right to require, at anytime, complete and certified copies of any or all required insurance policies and endorsements. 11. BUSINESS LICENSE Contractor will obtain and maintain a City of Carlsbad Business License for the term of the Agreement, as may be amended from time-to-time. 12. ACCOUNTING RECORDS Contractor will maintain complete and accurate records with respect to costs incurred under this Agreement. All records will be clearly identifiable. Contractor will allow a representative of City during normal business hours to examine, audit, and make transcripts or copies of records and any other documents created pursuant to this Agreement. Contractor will allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement. 13. OWNERSHIP OF DOCUMENTS All work product produced by Contractor or its agents, employees, and subcontractors pursuant to this Agreement is the property of City. In the event this Agreement is terminated, all work product produced by Contractor or its agents, employees and subcontractors pursuant to this Agreement will be delivered at once to City. Contractor will have the right to make one (1) copy of the work product for Contractor's records. Contractor will retain all rights in and to any inventions, discoveries, tools or improvements which Contractor owns and which arise out of or from use of Contractor's proprietary, licensed, trademarked or othenwise protected software, tools, programs or other intellectual property. 14. COPYRIGHTS Contractor agrees that all copyrights that arise from the Services will vest in City and Contractor relinquishes all claims to the copyrights in favor of City. To the extent that a copyright does not automatically vest to the City, Contractor shall assign said copyright(s) to the City within 30 days ofthe creation ofthe copyright. 15. NOTICES The name of the persons who are authorized to give written notices or to receive written notice on behalf of City and on behalf of Contractor under this Agreement. Page 4 of 51 For City For Contractor Name Randy Lagman Name Sunil Bhatt Manager, Operations / Title Infrastructure Title Chief Technology Officer Department Information Technology Address 18701 S. Figueroa Street City of Carlsbad Gardena, CA 90248 Address 1635 Faraday Ave Phone No. 310-431-2330 Carlsbad, CA 92008 Email Sunil.bhatt@allieddigital.net Phone No. 760-602-2789 Each party will notify the other immediately of any changes of address that would require any notice or delivery to be directed to another address. 16. CONFLICT OF INTEREST If requested by City, Contractor shall file a Conflict of Interest Statement with the City Clerk in accordance with the requirements of the City of Carlsbad Conflict of Interest Code. The Contractor shall report investments or interests in all four categories. 17. GENERAL COMPLIANCE WITH LAWS Contractor will keep fully informed of federal, state and local laws and ordinances and regulations which in any manner affect those employed by Contractor, or in any way affect the performance of the Services by Contractor. Contractor will at all times observe and comply with these laws, ordinances, and regulations and will be responsible for the compliance of Contractor's services with all applicable laws, ordinances and regulations. Contractor will be aware ofthe requirements ofthe Immigration Reform and Control Act of 1986 and will comply with those requirements, including, but not limited to, verifying the eligibility for employment of all agents, employees, subcontractors and consultants whose services are required by this Agreement. 18. DISCRIMINATION AND HARASSMENT PROHIBITED Contractor will comply with all applicable local, state and federal laws and regulations prohibiting discrimination and harassment. 19. DISPUTE RESOLUTION If a dispute should arise regarding the performance of the Services the following procedure will be used to resolve any questions of fact or interpretation not othenwise settled by agreement between the parties. Representatives of Contractor or City will reduce such questions, and their respective views, to writing. A copy of such documented dispute will be forwarded to both parties involved along with recommended methods of resolution, which would be of benefit to both parties. The representative receiving the letter will reply to the letter along with a recommended method of resolution within ten (10) business days. If the resolution thus obtained is unsatisfactory to the aggrieved party, a letter outlining the disputes will be fonwarded to the City Manager. The City Manager will consider the facts and solutions recommended by each party and may then opt to direct a solution to the problem. In such cases, the action of the City Manager will be binding upon the parties involved, although nothing in this procedure will prohibit the parties from seeking remedies available to them at law. Page 5 of 51 1 20. TERMINATION A. Termination of Agreement In the event of the Contractor's failure to prosecute, deliver, or perform the Services, City may terminate this Agreement or any Statement of Work that is the subject for nonperformance by notifying Contractor by certified mail of the termination. If City decides to abandon or indefinitely postpone the work or services contemplated by this Agreement, City may terminate this Agreement upon written notice to Contractor. Upon notification of termination, Contractor has ten (10) business days to deliver any documents owned by City and all work in progress to City address contained in this Agreement. City will make a determination of fact based upon the work product delivered to City and of the percentage of work that Contractor has performed which is usable and of worth to City in having the work completed. Based upon that finding City will determine the final payment of the Statement of Work. Either party upon tendering thirty (30) days written notice to the other party may terminate this Agreement or any Statement of Work governed by this Agreement. In this event and upon request of City, Contractor will assemble the work product and put it in order for proper filing and closing and deliver it to City. Contractor will be paid for work performed to the termination date; however, the total will not exceed the lump sum fee payable under the applicable Statement of Work. City will make the final determination as to the portions of tasks completed and the compensation to be made. B. Removal of an Individual Assigned to Provide Services Under this Agreement If at any time City requests replacement of an individual performing the Services, Contractor will replace that individual with an individual of like skills and experience at no additional charge to City. Such request from City will be in writing, and will include reasonable and non-protective class justification as to the individual's unsatisfactory performance or unsuitability in City's environment. Contractor will remove that individual within no more than 10 business days, and will obtain any City resources assigned to that individual and provide resources back to City. In the event the removal request from City is due to a security-related issue. Contractor will terminate that individual's access the same business day requested. 21. COVENANTS AGAINST CONTINGENT FEES Contractor warrants that Contractor has not employed or retained any company or person, other than a bona fide employee working for Contractor, to solicit or secure this Agreement, and that Contractor has not paid or agreed to pay any company or person, other than a bona fide employee, any fee, commission, percentage, brokerage fee, gift, or any other consideration contingent upon, or resulting from, the award or making of this Agreement. For breach or violation of this warranty. City will have the right to annul this Agreement without liability, or, in its discretion, to deduct from the Agreement price or consideration, or othenwise recover, the full amount ofthe fee, commission, percentage, brokerage fees, gift, or contingent fee. 22. CLAIMS AND LAWSUITS By signing this Agreement, Contractor agrees that any Agreement claim submitted to City must be asserted as part of the Agreement process as set forth in this Agreement and not in anticipation of litigation or in conjunction with litigation. Contractor acknowledges that if a false claim is submitted to City, it may be considered fraud and Contractor may be subject to criminal prosecution. Contractor acknowledges that California Government Code sections 12650 et seq., the False Claims Act applies to this Agreement and, provides for civil penalties where a person knowingly submits a false claim to a public entity. These provisions include false claims made with deliberate ignorance ofthe false information or in reckless disregard ofthe truth or falsity of information. If City seeks to recover penalties pursuant to the False Claims Act, it is entitled to recover its litigation costs, including attorney's fees. Contractor acknowledges that the filing of a Page 6 of 51 Id false claim may subject Contractor to an administrative debarment proceeding as the result of which Contractor may be prevented to act as a Contractor on any public work or improvement for a period of up to five (5) years. Contractor acknowledges debarment by another jurisdiction is grounds for City to terminate this Agreement. 23. JURISDICTIONS AND VENUE Any action at law or in equity brought by either of the parties for the purpose of enforcing a right or rights provided for by this Agreement will be tried in a court of competent jurisdiction in the County of San Diego, State of California, and the parties waive all provisions of law providing for a change of venue in these proceedings to any other county. 24. SUCCESSORS AND ASSIGNS It is mutually understood and agreed that this Agreement will be binding upon City and Contractor and their respective successors. Neither this Agreement nor any part of it nor any monies due or to become due under it may be assigned by Contractor without the prior consent of City, which shall not be unreasonably withheld. 25. ENTIRE AGREEMENT This Agreement, together with any other written document referred to or contemplated by it, along with the purchase order arising out of this Agreement or any Statement of Work and its provisions, embody the entire Agreement and understanding between the parties relating to the subject matter of it. In case of conflict, the terms of the Agreement supersede the purchase order. Neither this Agreement nor any of its provisions may be amended, modified, waived or discharged except in a writing signed by both parties. 26. NON-DISCLOSURE AGREEMENTS Contractor and each person assigned by Contractor to work under the provisions of this Agreement shall execute a non-disclosure agreement to the benefit of City, as set forth in attached Exhibit G - Non-Disclosure Agreements. 27. FACILITY ACCESS Contractor, its employees, agents and subcontractors, will be granted access to City facilities only in compliance with City's standard administrative and security requirements, and only for the purpose of carrying out Contractor's obligations hereunder. Access to such facilities may be restricted to the standard business hours of the City. Access to such facilities outside standard service hours must be approved in advance by City. Contractor shall have no tenancy, or other property or other rights in such facilities. All Contractor personnel shall carry and produce when requested a valid identification card. Remainder of page intentionally left blank. Page 7 of 51 28. AUTHORITY The individuals executing this Agreement and the instruments referenced in it on behalf of Contractor each represent and warrant that they have the legal power, right and actual authority to bind Contractor to the terms and conditions ofthis Agreement. ALLIED DIGITAL SERVICES, LLC CITY OF CARLSBAD, a municipal corporation of the State of California By: By: (sign here) Sunil Bhatt, Chief Information Officer n.AJ/yyy Mayor (print name/title) ATTEST: Hyy^"» yhuuU^ (sign here) Kapil Mehta, CFO BARBARA ENGLES City Clerk (print name/title) If required by City, proper notarial acknowledgment of execution by contractor must be attached. If a corporation. Agreement must be signed by one corporate officer from each of the following two groups. Group A Chairman, President, or Vice-President Group B Secretary, Assistant Secretary, CFO or Assistant Treasurer Otherwise, the corporation must attach a resolution certified by the secretary or assistant secretary under corporate seal empowering the officer(s) signing to bind the corporation. APPROVED AS TO FORM: CELIA A. BREW,E^if^;^tf6;ney S'iL. Z&slstpnt Uity Attorney Page 8 of 51 CALIFORNIA ALL-PURPOSE ACKNOWLEDGMENT CIVIL CODE § 1189 State of California County of <SCL n ^'^^Q On 9-i(j> ' I ^ beiore me, Date personally appeared Q Here insert'l^lme and Titie of the Officer' Name(s) of Si^ner(s)" ' SHERRY A. FREISINGER Cormnissiofl # 1923590 Notary Public - Califomia San Dlego County ^ My Comm. Expires Feb 25.2015f who proved to me on the basis of satisfacjory evidence to be the person(s) whose name(s) yi^are subscribed to the within instrument and acknowledged to me that h^/sh^/they executed the same in his/her/their authorized capacity(ies), and that by hj^/h^f/their signature(s) on the instrument the person(s), or the entity upon behalf of which the person(s) acted, executed the instrument. I certify under PENALTY OF PERJURY under the laws of the State of California that the foregoing paragraph is true and correct. WITNESS my Ukr\fS anc Place Notary Seal Above Signals OPTIONAL Ty Signature of Notary Public Though the intormation below is not required by law, it may prove valuaalejf/persons relying on the docuhient and could prevent fraudulent removal and reattachment of thisTorm to another document. Description of Attached Document Title or Type of Document: y Document Date: Number of Pages: Signer(s) Otiier Than Named Above: Capacity(ies) Claimed by Signer(s) Signer's Name: • Corporate Officer — Title(s): • Individual • Partner — • Limited • General • Attorney in Fact • Trustee • Guardian or Conservator • Other: RIGHT THUMBPRINT OF SIGNER Top of tiiumb iiere Signer Is Representing:, Signer's Name: • Corporate Officer — Title(s): • Individual • Partner — • Umited • General • Attorney in Fact • Trustee • Guardian or Conservator • Other: RIGHT THUMBPRINT OF SIGNER Top of thumb fiere © 2010 National Notary Association • NationalNotary.org • 1-800-US NOTARY (1-800-876-6827) 3 EXHIBIT A: Statement of Work 1 Scope Statement Scope of Services includes following end user compute areas for City, excluding Police Department support. • Help Desk • ADiTaaS Incident Management • DSS (Desk side Support Services), IMAC (Install, Move, Add & Change) & Break fix • RDMS (Remote Device Management) & Asset Management • One-Time Transition Services The ADSL-US Global Help Desk ("GSD") will use its proprietary Incident Management System - ADiTaaS. The GSD will field and accept ownership of information technology issues, inquiries and requests submitted by internal company users via the telephone or e-mail. User issues will be logged into the Incident Management System, resolved when possible or routed to resolving groups when required. 2 Pricing. Volume Projections, and Pavments Compensation Details - Year 1 Description Unit of measurement Unit Rate year-l projected volume per month(see Exhibit F) Help Desk Transition Fee One time fees $74,896.00 1 $74,896 Help Desk Services - projected volume (see Exhibit F) $337,452 Help Desk Services - Contact center per contact $17.40 415 $86,652 Help Desk Sen/ices - Desk side support per full time onsite per montti $6,100.00 2 $146,400 Help Desk Services - Remote desktop management $7.00 600 $50,400 Help Desk Services - Service delivery management Not applicable $4,500.00 Not applicable $54,000 Contingency (20% of projected volume) $67,490 Total for Initial Contract Year $479,838 Page 9 of 51 4 Compensation Details - Year 2 Description Unit of measurement Unit Rate year-2 projected volume per month(see Exhibit F) Help Desk Transition Fee $0.00 Help Desk Sen/ices - projected volume (see Extiibit F) $351,625 Help Desk Services - Contact center per contact $18.27 415 $90,985 Help Desk Sen/ices - Desk side support per full time onsite per month $6,405.00 2 $153,720 Help Desk Sen/ices - Remote desktop management $7.00 600 $52,920 Help Desk Services - Sen/ice delivery management Not applicable $4,500.00 Not applicable $54,000 Contingency (20% of projected volume) $70,325 Total for Initial Contract Year $421,950 Compensation Details - Year 3 Description Unit of measurement Unit Rate year-3 projected volume per month(see Exhibit F) Total Help Desk Transition Fee $0.00 Help Desk Sen/ices - projected volume (see Exhibit F) $366,506 Help Desk Sen/ices - Contact center per contact $18.27 415 $95,534 Help Desk Services - Desk side support per full time onsite per month $6,725.25 2 $161,406 Help Desk Sen/ices - Remote desktop management $7.00 600 $55,566 Help Desk Services - Service delivery management Not applicable $4,500.00 Not applicable $54,000 Contingency (20% of projected volume) $73,301 Total for Initial Contract Year $439,807 Total Compensation - Three-year Contract Projected Costs Contingency (20%) Totals Year 1 Transition Fee $74,895 $0 $74,895 Year 1 Help Desk Services $337,452 $67,490 $404,942 Year 2 Help Desk Services $351,625 $70,325 $421,950 Year 3 Help Desk Services $366,506 $73,301 $439,807 TotIa Three Year Contract $1,130,477 $211,116 $1,341,594 Page 10 of 51 Additional Volume Rates - Help Desk Service Contacts Number of contacts per month 1-500 501-800 801-1000 1001-1200 1201 + Yearl $17.40 $17.40 $17.40 $17.20 $17.15 Year 2 $18.27 $17.40 $17.00 $16.20 $15.75 Year 3 $19.18 $18.41 $17.98 $16.74 $15.98 Pricing Assumptions ADSL-US has made the following assumptions in the preparation ofthe pricing, schedule and resource estimates contained in this contract. 1. Industry Compliance Requirements - ADSL-US security policy, practices and stored information pertaining to specifically to this engagement can be supplied to City and its engaged agents for audit purposes relating to industry compliances such as Sarbanes Oxley (SOX) and SAS 70 upon 30 days written notice and detailed outline of information to be obtained from ADSL-US. 2. Pricing is subject to change upon mutual agreement due to variations in service levels, call volume, call duration or size of user base. 3. Activities not explicitly described within this proposal are considered out of scope activities and may result in additional costs. 4. City severity distribution will fall within industry standards as listed below: a. PI - no more than 5% b. P2 - no more than 10% c. P3 - approximately 75% d. P4 - no more than 10% 5. In the event actual severity distributions fall outside of the assumptions for 2 or more consecutive months. City and ADSL-US will invoke the Change Control Process to negotiate pricing changes. 6. Service calls exceeding 15 minutes in duration can be escalated to ADSL-US on-site resolvers at Help Desk discretion, with possible escalation to City staff as needed. 7. No more than 10% of total incident volume will come into the Help Desk during After Hours defined in section 3. 8. Average Talk Time (ATT) will be monitored on a monthly basis. Pricing is based on an ATT not to exceed 9 minutes. Should this trend higher, ADSL-US will address re-pricing with City. Payments Page 11 of 51 ADSL-US will invoice City for the Services monthly in accordance with the terms set forth in this Statement of Work. All undisputed invoices are due and payable no later than 45 days from City's receipt of our invoice. Any invoice not disputed within 45 days after its receipt will be deemed correct and due and payable. ADSL-US reserves the right to suspend Services for non-payment. "Non-payment" means City's failure to pay all undisputed invoices when due. If that situation occurs ADSL-US will serve City with a Notice to Suspend Services for Non-Payment and reference the applicable invoice. If City does not pay ADSL-US within ten (10) calendar days from City's receipt of that notice ADSL-US has the right to suspend the Services without further notice to City until the applicable invoice is paid in full. Sales Tax: ADSL-US prices are exclusive of any federal, state or local sales tax, use tax or excise taxes. Appropriate taxes (if required) will be added to your invoice as a separate line item unless you provide us with lawful evidence of tax exemption. Payment via Check: Allied Digital Services, LLC PO BOX #844318 Los Angeles, CA 90084-4318 Payment via ACH/Wire: Account*: 140015926 ACH & Wire ABA Routing #: 121143626 Name on Account: Allied Digital Services, LLC 3 Service Parameters This section below describes the parameters within which the Help Desk service will be performed. IT Help Desk Service description Provide a single point of contact for the acceptance and ownership of information technology issues, inquiries and requests submitted by City users via the telephone, email, and web, for work-related activities and support. Support will be provided 365 days per year. Expected total call volume Approximately 450 contacts per month. After hours call volume 10% of total volume. VIP Support Not to exceed 10% of total users. Business hours support Sunday - Saturday 6:00am - 6:00pm Pacific Time. After hours support Sunday - Saturday 6:00pm - 6:00am Pacific Time. Holiday support Support will be provided during City observed holidays. Page 12 of 51 17 Caller entitlement Verify caller entitlement by following a process defined by City. Location of Resources All Help Desk resources, including systems and staff, will be located within the U.S., with no international communication of data or staff involvement. Languages supported English Remote control Utilization of remote control tool provided by ADSL-US. Help Desk agent team Shared Resources Model. Email to incident conversion User submitted e-mail requests will be converted to an incident and handled according to SLA's. Access number Provided by ADSL-US and included in pricing. Toll free access number can be provided for an additional charge. Incident Management System Allied Digital staff supporting the City will leverage ADSL-provided ADiTaaS Incident Management system. 3.1 Call Handling Process Page 13 of 51 As shown on the call flow diagram below, calls routed to the ADSL-US Help Desk will be "triaged", resolved when possible, escalated to internal Level 2 resource, and if they cannot be resolved, escalated to resolving groups. o o o u "E o \ m n o (9 Cnatfl inddenL Tnoq" 4nc* rqsnli« „ ^ AMito gather nb IfpossMB, ""v. resDiw? Level 2 support wittiin CSD | ID handle escaiadons and complex Issues Fsuibto lu GSD Tnage and resohe _^/^Abl«to\j Laval 2 staff if possible M a. o o ra c > tf) & Resolving Group Types: - Qient subject matter experts - Security grcHjp - Application programmers - Networic operations - 3'^ Party support vendor - Field dispatch - WAN servioe provider Escalate to Resolving Group Coniac) resoMng group or resolver Sr-ri^xMe^ Auto notrfication: , to end user of 'inadent closurej AutanotificBthMi to end user of' r incident | assignment Resolver accepts Incident and Update inciderTt per SLA and AutanotificBthMi to end user of' r incident | assignment begins woridng on reeolubon noBfy customer of progress 3 incident /^^^ F«.jil»l.n«r , „„,_»„, ^••* defined -^C Abl*kick»e'>^'" 1 Document resolution, doa inadent Receiving the Call - City technology users may contact the Help Desk by e-mail or by telephone. The City can also route support calls to the Help Desk through their own dedicated telephone support line. Answering the Call -Help Desk Agents are fluent in U.S. dialect English and will answer calls in a professional and courteous manner. When answering a call the Help Desk Agent will use the City branded greeting. Logging / Triaging the Call - The Help Desk Agent will ask the caller for an existing Incident Reference Number or, if reporting a new issue, the Agent will ask for name. City site or location and a description of their problem or the reason for the call. The Agent will "triage" the call, logging the severity and priority ofthe incident. Incident Support or Escalation - The Help Desk Agent will attempt to solve problems related to computers, hardware, software and other technologies identified by the City. If the issue cannot be resolved, the severity and priority are determined and the incident is escalated according to the City defined escalation procedure. Page 14 of 51 5. Incident Dispatch - For incidents requiring on-site support, ADSL-US's field service dispatch will be used to dispatch a resource on-site to resolve the incident. Othenwise, the Help Desk will escalate the incident to assigned resolving group based upon defined Standard Operating Procedures. 6. Incident Monitoring and Tracking - The Help Desk will monitor progress of dispatched, routed and escalated incidents. Incidents which have exceeded, or are about to exceed SLA's will be reviewed and if required, escalated per the Standard Operating Procedures defined by the City. 7. Incident Closure - The Help Desk verifies (when incident is to be closed at the Help Desk) satisfactory resolution with the end user prior to closure of the incident. Once satisfactory resolution is verified, the incident is updated and closed. 8. Incident Survey - To maintain a high standard of quality, the Help Desk can distribute a brief online survey to each caller allowing those callers to rate their recent service experience. This is an optional service available at the City's discretion. 9. Incident Resolution Documentation - Closed incidents will be reviewed and resolution data used to update existing Standard Operating Procedures, support scripts and knowledgebase. 10. Total Incident IVIanagement - Extended call handling time can be integrated to incorporate a Total Incident Management solution to include follow up with resolving groups, daily incident updates, user updates and ownership of resolution regardless of resolver. Extended calls will be reviewed monthly and recommendations will be made to improve the total turnaround time. 4 Help Desk Responsibilities Call Handling ADSL- US City 1 Provide access number and email address for City end users to contact the Help Desk. -/ 2 Provide Automated Call Distribution (ACD) system handling City calls received or routed to Help Desk from City's current number. 3 Publish telephone number and email address so that City end users know how to contact the Help Desk. 4 Require all City end users to contact the Help Desk for all requests for IT service or support. 5 Configure current phone system to route end user calls to Help Desk ACD System. 6 Leverage Help Desk ACD System to receive / route calls and maintain performance metrics as required for SLA measurements. V 7 Provide Incident Management System to log, track, and report and manage all user incidents received by the Help Desk. Page 15 of 51 8 Define and document PI, P2, PS and P4 problem/service handling requirements and procedures. Y 9 Interface with end-users to provide problem resolution via the telephone and remote desktop support for hardware, software, and other technologies identified by City. -/ 10 When issues cannot be resolved within the Help Desk, route to defined resolving group per documented Standard Operating Procedures (SOP). 11 Require City resolvers to update incident notes or notify Help Desk of resolution progress at least every 2 business days. Y 12 When placing support calls to Help Desk, provide detail on the failing subsystem, contact info and all call detail. Y 13 Assign a priority level based upon the business impact of the problem as described by the end user. Y 14 Emphasize First Call Resolution (FCR) providing prompt resolution to end- user community reducing incident volume for 2"" level support tiers. Y 15 Leverage knowledgebase and documented City SOP's to resolve issues in a consistent and procedural manner. Y 16 Define, prioritize, resolve, escalate, dispatch, and track end-user issues/requests per developed City support scripts and industry best practices to meet agreed-upon Sen/ice Level Agreements (SLA's). Y 17 Provide accurate and complete descriptions of problems, inquiries and requests in a problem management incident. Y 18 Escalate problems and requests according to established procedures. Y 19 Validate individual identity by providing name and City-provided ID when answering every call. Y Operations ADSL-US City 1 Interview, screen and hire Help Desk staff as required for this engagement, in compliance with City's backgrounding requirements. All ADSL-US staff performing Help Desk services for City must pass City's background investigation and polygraph within the first six months of engagement. Any ADSL-US individual not yet having passed the background investigation and polygraph will be accompanied by a City employee at all times. Y 1.1 Conduct background process, including costs associated with background investigations and polygraph, and provide a staff ID for the staff members passing background check and polygraph. Y 2 Provide an escalation matrix and resolving contacts for the services outlined in this engagement Y 3 Abide by ADSL-US fair employment practices in any dealings with ADSL- US employees. Y 4 Provide a comprehensive list of sites to be supported. This list should include detailed site information (i.e. site name, street address, city, state, zip, phone number, etc.). Y 5 Ensure City supplied resources (e.g. data, materials, equipment, user ids, Y Page 16 of 51 etc.) and approvals required for successful ADSL-US performance are provided on a timely basis. 6 Provide technical assistance for any non-standard and/or City specific configuration or infrastructure related technical issues (i.e. custom applications, non-standard peripherals, etc.). Y 7 Monitor and communicate status of ADSL-US's performance and ensure resolution of concerns. Y 8 Act as escalation point for all Level 3 escalations. Y 9 Attend and actively participate in regularly scheduled status / update calls. Y Y 10 Submit accurate and timely invoices. Y 11 Plan, manage and control the activities of the Help Desk to ensure all SLA's are being met and maintained. Y 12 Analyze performance of Help Desk activities and documented solutions. Identify problem areas. Devise and deliver recommended improvements to enhance and improve the quality of service. Y 13 Provide Active Directory data or accurate user list with contact info on quarterly basis to Help Desk. Y 14 When adding or replacing staff, provide reasonable notification to City of such addition or replacement. Before new or replacement staff will be authorized to work under this Agreement, Contractor agrees to provide sufficient notice to allow completion of background investigation and polygraph. Provide notification to City within the same business day of staff terminations. Operational Procedures ADSL-US City 1 Develop procedures manual (electronic form in knowledgebase), approved by City, which contains all Standard Operating Procedures for common incident types. Y Y 2 Create and manage escalation procedures and ensures service level agreements are maintained. Y 3 Provide resolution procedures for problem types on request. Y 4 Notify City regarding new or changed operations and procedures. Y 5 Regularly review operational procedures and standards for accuracy. Y 6 Advise City when infrastructure related documentation and procedures that pertain to Help Desk are inaccurate, out of date and/or not available. Y 7 Support ADSL-US's provision of Services in accordance with mutually agreed to procedures. Y 8 Coordinate introduction of new technologies, procedures, and changes to existing SOP's. Y 9 Provide training and documentation or advise Help Desk where this information can be obtained on all non-standard products supported by the Help Desk. Y Page 17 of 51 3^ 10 Respond to requests for additional information / documentation needed to perform Help Desk activities. Y 11 Approve documented procedures ensuring they are accurate and correct. Y Quality Assurance ADSL-US City 1 Follow a Quality Assurance (QA) program which includes call monitoring, incident review and auto generated City survey's to ensure a high level of sen/ice, incident documentation and end-user satisfaction. Y 2 Provide a QA process to monitor incidents received by the Help Desk. Y 3 Maintain all recorded calls for a period of thirty (30) days. Y 4 Record all Help Desk calls and make available five (5) random calls per month, per agent for review by City. Also provide recordings of specific calls requested by City. These files will be made accessible in the form of a *.wav file. Y 5 Implement security and access control on recorded Help Desk calls such that agents are unable to modify or delete their or their peers' call recordings. Y Change Requests ADSL-US City 1 Submit any requested changes on ADSL-US change request form utilizing the change request process outlined within this SOW. Y 2 Provide a Single Point of Contact (SPOC) to field all Change requests. / 3 Respond to all change request forms within 16 business hours of receipt. Y 4 Approve/disapprove change order requests. Y 5 Meet with ADSL-US to review and approve, if appropriate, monthly reports, invoices, and other requirements for the work effort. Y 4.1 Help Desk Performance Management 4.1.1 Service Level Agreements The following Service Levels Agreements will become effective after completion of the characterization period. Characterization is the 90-day period between the Go-Live date and the Help Desk moving into steady state. During this period, all metrics will be tracked and monitored to fine-tune the solution. Steady state occurs after the characterization period is over. Services Detail Actual SLA Target Response Phone Average Speed to Answer 60 seconds or less Abandon Rate 6% or less Average Hold Time 3 minutes or less Email Convert email to incident 1 hour or less Dispatch Escalate to resolver PI escalate to resolver 15 minutes or less P2 escalate to resolver 30 minutes or less P3 escalate to resolver 1 hours or less Resolution First Call Resolution FCR on eligible calls* 85% Page 18 of 51 (*) FCR eligible calls relate to issues which the Help Desk has training, documented SOP, and access rights to resolve on the first contact. The Allied Digital will make every attempt to meet SLAs at all times. Significant fluctuations in expected contact volume (15% or more above the projected or previous month's volume) will make SLAs and penalties not applicable. Penalty: In the event that three SLAs for the same three metrics are not met for two consecutive months, a service credit in the amount of 2.5% of the monthly service fee shall be applicable from the first month of failure to achieve until SLA attainment. Maximum at risk amount for Allied Digital for a month will be limited to 2.5% ofthe monthly invoiced amount. Earn-back: When the SLAs for the same three metrics are met for two consecutive months, Allied Digital can earn-back the penalties paid for the last missed month. SLA Reporting: Allied Digital assumes that measurement and reporting of all relevant SLA metrics can be made available by leveraging existing tools and technologies. 4.1.2 Reporting The following standard reports are provided by the 15th calendar day ofthe following month: Standard Help Desk Reports Monthly Cisco ACD Phone Statistics Report Calls handled, abandoned, de-queued Y - Average speed to answer Y Average hold time Y Average handle time Y Percent of calls handled within SLA Y Incident Statistics** Volume by site Y Volume by user Y - Percent of First Call Resolution (FCR) Y First call resolution by category Y Not eligible for FCR by category Y Distribution by originator Y Summary by category Y Summary by origin Y Incident - by resolver Y SLA Report Y Page 19 of 51 4.1.3 Help Desk Service Delivery Assumptions Operations 1. The GSD will make every attempt to meet SLA's at all times. Significant fluctuations in call volume (15% or more from previous month) may result in missed SLA's for a given period. 4.2 Help Desk Transition Plan 4.2.1 Transition Methodology and Timeline The implementation timeline and list of activities for this project are outlined in Exhibit E - Project Plan. Any changes to the schedule will be managed via the change process defined in Exhibit D - Change Request Form. 5 Remote Device Management Our Remote Device Management (RDM) will provide a scalable, comprehensive, centralized management service for: Patch Management Remote Software Distribution Device Monitoring and Alerts User Profile Migration OS Distribution and Imaging Hardware and Software Asset Inventory Management Remote Control Software License Monitoring and Management 5.1 SOLUTION Solution components include the following: 1. Remote PC IVIanagement. To ensure the solution is operating at peak performance, the mobile set-up for City users will be configured to support and manage remote users and make operation and problem resolution as simple as possible. Through Remote Device Management ("RDM") we will transparently perform services such as patch application, software distribution, asset management; remote unit take-over (with end- user approval) to assist the end-user in problem resolution, and power management for green computing. 5.2 PARAMETERS The table below describes the parameters in which the RDM service will be performed: Page 20 of 51 Remote Device Management Service Hours of support 24x7 for RDMS 8x5 for Deskside Support Services ("DSS"), Break-fix and IMAC Applications Packaged Five (5) standard packages created per month Agent deployment strategy LANDesk agent to be deployed by City staff, with appropriate Change Control approvals 5.3 RDM RESPONSIBILITIES RDM Overall Service ADSL city 1 Provide RDM Operations Administrator SPOC during stated service hours, receive, process and manage all Service Requests according to SLAs. Y 2 Submit all requests for service via approved Service Request form. Y 3 Identify authorized submitters and approvers for RDM services. Y 4 Identify systems for pre-production testing. Y 5 Establish and maintain IPSec P2P VPN between City site and ADSL NOC. Y Y 6 Ensure network connectivity between City locations. Y 7 Participate in regular change control and change review/approval and process, and adhere to City Change Management requirements. Y Y Device Discovery ADSL City 1 Scan City subnets, using LANDesk discovery tool to discover unmanaged devices. Y 2 Submit results from subnet scans to City for review and approval to push agents. Y 3 Approve / deny requests in a timely basis. / 4 Provide reports of IP devices and available detail as discovered on subnets. Y 5 Provide list of all active subnets to be scanned. Y Device Inventory ADSL City 1 Notify ADSL of any device retired or to be removed from management via approved Service Request. Y 2 Notify ADSL of any new devices deployed within the environment which need to be placed under management via approved Service Request. Y Patch Management ADSL City 1 Scan devices for OS and MS Office vulnerabilities and security updates. Y 2 Identify all patches and application updates for applications support by LANDesk. Y 3 Identify a Single Point of Contact (SPOC) and backup for patch notifications and testing. Y 4 Scan managed devices to determine systems requiring patches. Y 5 Deploy newly identified patches to pre-defined test devices. Y 6 Test and approve / deny patch requests as required and within agreed to time frame via approved Service Request. Y 7 Deploy approved patches to production managed devices. Y Page 21 of 51 8 Monitor patch deployment and provide reporting. Y 9 Provide Patch and security update lab test systems. Y 10 Use LANDesk to scan devices for driver updates. Y 11 Use City-owned security endpoint protection systems to scan devices for security threats, spyware, malware, adware, and Trojans. Y Software Distribution ADSL City 1 Distribute packaged software, following City Change Control processes. Y 2 Prepare standard software packages (limited five per month) and deploy to test. Y 3 Evaluate and approve/reject packages deployed to test environment. Y 4 Provide application lab test lab. Y 5 Deploy approved software packages to production managed devices. Y 6 Monitor software deployments and provide reporting. Y Monitored Alerts ADSL City 1 Configure alerts as defined in customer submitted Service Requests. Y Power Management ADSL City 1 Build power profiles based on the customer's defined requirements. Y 2 Define power profile requirements. Implementation / Agent Deployment ADSL City 1 Conduct technical discovery to understand City environment. Y 2 Complete pre-engagement questionnaire. Y Y 3 Identify data required for deployment. Y 4 Provide required data in a timely manner. Y 5 Establish timeline and strategy for agent deployment. Y Y 6 Provide Single Point of Contact (SPOC) for coordination and execution of deployment. Y Y 7 Provide subject matter experts to participate in discovery process. Y 8 Define milestones, stakeholders, change approvals and communications frequency. Y Y 9 Provide training on report portal for key stakeholders. Y 10 Provide training on Service Request process for key business owners. Y 11 Provide training on Remote Control use for defined City resources. Y 12 Define acceptance criteria. Y 13 Perform subnet scans to identify available systems. Y 14 Identify target devices for phased agent deployment. Y 15 Provision core server. Y 16 Create RDM agent based upon City defined configuration options. Y 17 Provide registry modifications and directions for preparing image with agent. Y 18 Complete action items in a timely manner and adhere to the mutually agreed upon deployment timeline. Customer delays may result in additional implementation fees, as managed via the Change Request Process defined in this SOW. Y Y Service Management Configuration ADSL City 1 Complete all customer profile documents. Y Y 2 Define software delivery method. Y Y 3 Provide local and network credentials for agent. Y 4 Provide resources to actively participate in configuration of RDM services. Y Page 22 of 51 ^7 5.4 REMOTE DESKTOP MANAGEMENT SERVICE DELIVERY Device Discovery 1. Device discovery requires a RDM core server. ADSL-US will provide the server, which will be configured on the network. 2. Device discovery requires scan host(s) to be configured on the network with domain credentials for subnets to be scanned. 3. Network allows UDP traffic. 4. Device scans will add network traffic and should be scheduled for minimum impact to regular business. 5. Device Discovery requires VPN connectivity from the RDS core server at City's location to the ADSL-US Datacenter. 6. Unmanaged device discovery (device discovery) can be configured, at the customer's request, to run Daily, Weekly, or Monthly at a specified time. Device Inventory 1. Ability to provide reporting on department, cost center or location requires customer- provided data that can be uploaded on a one-time basis during implementation (optional). 2. Report data may vary from the above tables depending on the specific hardware and software installed in the environment. 3. Data reporting depends on successful installation ofthe RDM agent. Ifthe agent is removed from the device, inventory data will not be updated. The customer must investigate and re-deploy the agent. A scan report identifies devices that no longer have the agent installed. Security Patch Management 1. Operating System Patching applies only to Microsoft-released OS patches for Microsoft Supported Operating systems. 2. Covers standard patches - customized work, such as patches for non-standard enterprise or specialized applications - will be charged T&M with estimates given prior to beginning work. 3. ADSL-US will work within the customer's defined patch management procedures based upon the pre-defined patch management process. 4. Complete patch remediation can take up to fourteen (14) days. 5. Patch functionality is dependent on devices containing Bits 2.0, Win HTTP 5.1, and current version of Windows Installer. 6. Patch approval or disapproval applies to that patch across all devices within a business profile and not for a subset of devices. 7. Some patch failures cannot be resolved remotely and may require assistance from ADSL- US on-site resources, with possible escalation to customer's staff. 8. All desktops containing a vPro remote wake capability will be configured for out-of-band patching. vPro account credentials will be shared with the ADSL-US support team. Page 23 of 51 9. Systems not equipped with vPro chips will need to be powered on during the patch schedule. ADSL-US can, at customers direction, power down after the patch push. 10. The RDM Team is not responsible for the content or functionality of vendor patches. The Customer is responsible for testing each patch before approving the patch for production release. Software Distribution 1. Five (5) standard distribution packages per month will be created for the customer; each distribution can target multiple devices. 2. The first software distribution occurs no earlier than sixty (60) days after completion of agent deployment. 3. Creation of advanced (custom) application packages is not included in this Statement of Work; these services are available for an additional cost. 4. Servers are specifically excluded from the software distribution services. 5. ADSL-US is not responsible for system failures resulting from activities relating to software distribution that have been approved by the customer. 6. Any incremental application packaging can be requested via a Service Request and will be billed on a time and material basis. Monitored Alerts 1. Alert notification for RDM services will be sent by e-mail only. 2. Up to five (5) alerts types will be configured and enabled during implementation. 3. Alerts can be cancelled by submitting a Service Request. Power Management 1. Up to five (5) profiles will be built during implementation. 2. By default, no power policies are active until applied to managed devices by a completed Service Request. Agent Deployment 1. Pre-deployment discovery (phase 1) occurs prior to agent deployment. 2. Systems do not have personal firewall, or City can create a security policy to allow LANDesk communication across personal firewall security. 3. Deployment will be conducted on a test device before full scale production deployment. 4. Deployment will be conducted on a predefined pilot group before full scale production deployment. 5. Target devices are laptops and desktops connected to the internet / network. 6. Installation of the RDM Agent is ultimately the responsibility of the customer. ADSL-US will make every effort to assist in deployment by developing scripts, providing AD GPO documentation, and best practices in agent delivery. Page 24 of 51 5.5 Remote Desktop Management Performance Management The following Service Levels Agreements are effective 90 Days after completion of transition to full service capability. The initial implementation period is not considered full service capability. Implementation is considered complete when we have deployed agents to 85% of the environment. RDMServices Detail Actual SLA Target Attainment RDM Patch Deployment of approved patch 1 business day 85% S/W Distribution Deployment of approved software package 1 business days 85% Alert Creation or removal of alert 3 business days 85% Alert Assignment of alert to device 3 business days 85% 5.5.1 Reporting The following reports will be provided by the 15th calendar day ofthe following month RDM Reporting Daily Weekly Monthly As Needed Device discovery - subnet scan results Y Device inventory report Y Patch - notification of patches released Y Patch - scan results report Y Patch - deployment performance report Y S/W Dist - deployment performance report Y S/W Dist - distribution by application Y Remote Control - summary of sessions Y Remote Control - history report Y Alerts - historical log of alerts Y Alerts - response definitions Y Power - initial estimated power consumption Y Power - adjusted estimated power consumption Y Weekly Status (summery) Report Y Implementation - status update on critical path items Y 5.5.2 Asset Specific Information The following information and details will be captured via the RDM reporting tool and available via standard RDM reports: Computer Name OS Name Last Hardware Scan Date IP Address Last Login Name Last Hardware Scan Date Device Type Last Login Date Page 25 of 51 Hardware Manufacturer CPU Hard Drive Size Serial Number Memory Physical Available Hard Drive Space BIOS Asset Tag Memory Available Slots Purchase/Lease Info (if uploaded) 2. Software • IE Version • • Office Package Name • 3. Network • MAC Address • • NIC Address • Communications Ports • • Domain Name (if applicable) Computer Name Office Version IP Address Default Gateway Address WINS Proxy Enabled Outlook Version Outlook Package Name Printer Ports/Address IP Routing Enabled Subnet Broadcast Address Unmanaged device discovery (device discovery) can be configured by Customer request to run Daily, Weekly, or Monthly at a specified time. 5.6 Incident Escalation All incidents, regardless of how they are created, will be recorded and tracked in ADSL-US incident management system. Incidents are escalated using the following guidelines. Ll Support; First Level Support. Ll support works on incidents generated by the monitoring and management service or customer. The Ll support engineer provides initial support to the customer by telephone assistance and a walk-through for minor troubleshooting. The Ll support team also works on automatically generated incidents generated by the monitoring system if there is a link or device failure or degradation. L2 Support; Second Level Support. If incidents are not resolved within stipulated SLA, they are escalated to the L2 support team. This team is responsible for troubleshooting and configuration management of devices. With the customer's approval, L2 engineers can take remote control of the customer device for troubleshooting. L3 Support; Third Level Support. This is highest level of support available from the remote support team. This team is responsible for troubleshooting the incidents and problems unresolved not resolved by the L2 team and also performs root-cause analyses. This team has access to the knowledge base of principle vendors like Cisco or Microsoft for patches and service packs, which may be required for problem resolution. 5.7 RDM Transition Activities ADSL-US shall provide the following transition activities. 5.7.1 DISCOVERY During the discovery period, which shall be no more than 15 days following execution ofthis Agreement, the customer shall provide sufficient technical resources, access to the environment and other information the discovery process requires. We will work with the customer during Page 26 of 51 cf this process to confirm the assumptions (or environmental estimates) described in this Statement of Work. 5.7.2 COMMUNICATION PLAN The Communication Plan includes City's customized escalation procedures, reporting requirements, and weekly and monthly status-update meetings. 6 Pricing 6.1 Transition City will be charged a one-time Transition Fee for startup costs associated with the discovery, training and implementation of the services described in this SOW. Development of Standard Operating Procedures is included. Results from the technical implementation discovery will be used for strategic planning and modification of the service delivery requirements. In general, the requirements analysis will include the following tasks: Validation ofthe current process and the proposed process & assumptions Identify all processes and sub-processes related to the current support Create a process flow diagram for each process and sub-process Assign estimated cycle times for each process task, if beneficial Analyze the process for potential improvement areas Develop process modifications/improvements 6.2 Changes to Service All material changes to the terms or the Statement of Work will require a Change Order to modify the contents. Written notification should be used to communicate all material changes to the scope of this provided to ADSL-US. Page 27 of 51 3,^ Exhibit B: Terminology GSD - Global Help Desk. Contact - A communication which comes into the Help Desk via phone, e-mail or from an automated notification. A contact may or may not result in an incident ticket being generated. Desktop - Floor standing or portable minicomputer or personal computer that usually consists of a system unit, a display monitor, a keyboard, a mouse, one or more diskette drives and internal fixed storage desktop, and directly attached peripherals, located at Locations. In addition, printers and fax machines attached to a system are in scope for all Locations. Virtual Desktop - A virtual computer that runs in a Terminal Services session, a Citrix virtual desktop session, or some other form of virtual machine running in a City- owned virtual desktop server. These are typically accessed by the users via a "thin- client" or mobile devices such as an iPad or laptop. Eligible Call - The reporting of an issue for which the Help Desk has been trained, a documented SOP is on file and the agent has appropriate credentials to resolve the issue. End User - An employee or authorized user of technology for City who is entitled to Help Desk services. Verification of entitlement is defined in the Standard Operating Procedures. Escalation - The process and contacts to bring attention to and resolve service delivery issues. Field Service Order (FSO) - ADSL-US Field invoicing document. Go Live - The time at which implementation and pilot phases are complete and City is transitioned to full support from the Help Desk. Holidays - City observed holidays which include New Years, Memorial, Independence, Labor, Thanksgiving and Christmas day. Incident - ADSL-US Help Desk defines a single support incident as the reasonable resolution of one support issue that cannot be divided into sub-problems regardless of the amount of effort required to resolve the issue. If an issue consists of multiple problems, a separate incident will be required to resolve each problem. A support issue is an event which is not part ofthe standard operation ofthe service and which cause, or may cause, an interruption or a reduction of the quality of the service in an individual device. A single support incident may involve multiple phone calls, email correspondence and offline research. The Help Desk is responsible for determining what constitutes an incident or incidents. Support activities are considered a "project" when more than 10 devices are affected or require modification to resolve an incident. Page 28 of 51 Local Area Network ("LAN") - The configuration (hardware components, software, and communications desktops) used to transmit data signals within a facility. Locations (sites) - City sites where the services are to be performed. Non-Standard Products - hardware that is not included in the Standard Hardware to be supported by ADSL-US, but for which ADSL-US will provide commercially reasonable problem determination and resolution support. Priority One (P1) - Impact: Major, critical or significant impact to business functions of the City enterprise, or a division within City. May be a pre-designated executive or City on a critical path project with a high priority request. High Priority. - Situation: Enterprise, division, pre-designated Executive or critical path project resource is down or primary work function(s) is (are) disabled. Workaround is unavailable or impractical. Priority Two (P2) - Impact: Critical or significant impact to business functions of a single City division. High Priority. Situation: Single City is down, or primary work function(s) is (are) disabled. Workaround is unavailable or impractical. Priority Three (P3) - Impact: Non-Critical, Routine Requests. - Situation: Group's primary work function(s) is (are) impacted but not disabled. A workaround is available and practical. May be a City request for information or non-critical operating assistance. Priority Four (P4) - Impact: Routine Service Request, Non-Critical, Moves, Adds, Changes. - Situation: City requests non-critical operating assistance; system access move, add or change; physical installation, move, add or change or may request a hardware or software upgrade. Program IVIanagement - The activities performed by the ADSL-US and City representatives to execute and deliver the scope ofwork defined in this agreement. Repair - The activities performed on equipment to resolve a hardware or software malfunction that results in equipment running according to specifications. SLA - Service Level Agreement. SOP - Standard Operating Procedure. SOW -Statement of Work. SPOC - Single point of contact. Standard Equipment - The equipment to be supported at City Locations. Statement of Work - The detailed document that defines the scope of tasks to be performed with a program or project, roles and responsibilities, deliverables and acceptance criteria, and the legal obligations of both parties. Page 29 of 51 Exhibit C: Supported Technologies Support Level Definitions Technology can be supported by agents certified in product and able to handle most commonly reported issues. Includes Gold and Silver support levels. Technology can be supported by agents who are familiar with the technology and typical issues. Includes Silver support level. Technology can be supported knowledgebase searches. by best effort troubleshooting and Support Levels Included in this Contract Desktops^^tig!^^ system's^ - Operating System Network Connectivity Printing Issues Wireless and Bluetooth Issues Desktops / laptops running current supported versions of Apple operating systeriis"""'^-•'•'•'•''"^- •'''-'•'•'. •••:•' •••wyBr'f^'''yk - Operating System - Network Connectivity - Printing Issues - Wireless and Bluetooth Issues Tablets running IOS or Android Operating Systems - i . -•••'"I's-'Vl - Operating System - Network Connectivity - Printing Issues - Wireless and Bluetooth Issues - Standard Application Suite Desktop printers / multi-function systems rt" • '.••'.'.•,•.•» 1 - Print queue and driver issues Gdtdl - Toner, print quality, paper feeds Scanners - Drivers / connectivity to device - Scanning software / image quality / sending documents - Network Interface Cards - Wireless / Bluetooth Communications 1 Gol'd'^ - Modems , Gold] - Hard Drives . Gold - Memory Gold External Components Page 30 of 51 Thumb drives Hard Drives Modems - Hubs / Routers iPhones.ssi'iifW:i¥~.ir-'? . Operating System Network Connectivity Wireless and Bluetooth Issues Standard Application Suite - Operating System - Network Connectivity - Wireless and Bluetooth Issues - Standard Application Suite •^M'ffy''y.''^'y'^ Operating System Network Connectivity Wireless and Bluetooth Issues Standard Application Suite •MicrQ.S0ftj§fiftMfeEiP, - Office Suite (Standard and Professional! - Exchange / Outlook, including Office365 Apple Software Products iTunes iPhoto Time Machine Standard Application Suite Safari Other Software Products Adobe Acrobat Open Office Common Anti-Virus Software Flash Player Shockwave WinZip Yahoo Google Firefox Goog leC hrome Determined by Microsoft (http://support.microsoft.com/lifecycle Determined by Apple (http://support.apple.com/kb/HT1752) Page 31 of 51 Exhibit D: Change Request Process To manage changes within the Help Desk environment, the Change Request Process is invoked. The Change Request Process provides documentation and approvals for changes to SOW'S for existing services. Management of the Change Management Process is the responsibility of the ADSL-US City Services Director (CSD) who has primary responsibility for City relations and service delivery. All changes to the SOW will be logged in the Change Control Form as the permanent record of change request status. Any such change will be subject to pricing adjustment, per the Additional Volume Rates table in Exhibit A. Specific procedures associated with the Change Request Process are triggered upon submission of an approved Change Request Form to the ADSL-US CSD. Either the City or ADSL-US may request modifications to the Help Desk environment defined under the SOW, including the Scope of Work, deliverables, special projects or tasks, milestones, pricing or service levels. ADSL-US will evaluate the impact of the Change Request, and provide an initial response to the request within 2 working days. If the change has significant impact, it may require more time to evaluate and respond. ADSL-US's response to a Change Request will contain the impact of the change on various portions of the SOW, including identifying and quantifying changes in services, service levels, schedules, and/or price. ADSL-US will also indicate alternate solutions where applicable. The City will advise ADSL-US within 2 working days of whether they wish to proceed and, if so, will authorize any necessary additional funding. In the event no response is received from the City, the requested Change Request will be treated as withdrawn. ADSL-US will monitor all approved changes through completion, adjust any baseline documents as necessary, obtain approvals, and close the request upon completion. The City will issue ADSL-US an amended Purchase Order for all changes which impact pricing. Until agreement can be reached on the implementation of the requested change, or if agreement cannot be reached. Help Desk activities will continue to be performed in accordance with the existing terms and conditions ofthe SOW. Change Request Form The Change Request Form is completed by a project team member or any person with authority, influence, or constructive insight to the project objectives, processes, and procedures. In this section, the requester must describe the proposed change in detail, provide reasons for the change (i.e. faster processing, more accurate information, lower risk of failure, etc.), and list the implications of not implementing the change. Once complete, the requester will fonward the Change Request Form to the ADSL-US CSD via email, fax, or delivery. Once the Change Request Form is received, the CSD will engage the Project Management Office for assignment of a Project Manager. The ADSL-US Project Manager will conduct an assessment of the requested change. The investigation will include an analysis of changes in cost, time, quality, risk, and efficiency. Once the impact analysis is complete, the Project Manager will make a formal recommendation to proceed with the change as requested, proceed with a modified change, or cancel the change request. Page 32 of 51 Decision Process The City and ADSL-US CSD will meet to discuss the requested change and the impact information. If all parties agree with the change, all parties will sign and date the document and mark the "Approved" disposition. If all parties do not agree with the change request, a modification of the change will be discussed. If a modified version of the change request is agreed upon, the modified change will be completely documented and all parties will sign and date the Change Request Form. If a modified version cannot be agreed upon, the change request will be rejected and the requester notified ofthe disposition. Change Request Process Process Owner Version Effective Date ADSL GSD 2.3 01/13/14 Uwqa Reound ADSL OpMUrs nsnoiy vjisnpv Rtitim IPMO csHSsrait iRipwt aiDlysb and ninate aoMion recxvnfnendatlon naquMiFofni ir Mt -» PwdtailiiKiipf I^M^^^^^^^^KI Condud Tam RHinitoEtiHn Accuracy Subnrit GonvlBtod mdngloCSD OkiuCharg* Page 33 of 51 yi Change Request Form PROJECT ADMINISTRATION Change Request Number: Date Received: Date Implemented: Recorded By: REQUESTER Requestor: Phone: Date of Request: Add'l Details Attached: • YES • NO Requested Start Date: Due Date: Priority: • Low • Medium • High Type: • SOW n Billable • Non-Blllable Topic: PO or Tracking ID: Proposed Change Description of Change; Reason for Change: Result if changes not approved: Investigation: Alternative: Documents & Deliverables Requiring Update • Contract Agreement • Change Management Procedure(s) • Functional Specification • Payment Schedule • Asset Management Process • Asset Management Repository • Other: Investigation Status: • Proposed • Under Investigation • Rejected ASSESSMENT & IMPACT | Scope: Quality: Requirements: Schedule: Price: Resource: Risk: References/Attachments: RECOMMENDATIONS DECISION Review Date: • Approved • Rejected • Approved Modified • Deferred Until: City Program Manager: Date: ADSL-US Program Manager: Date: Note: Attach any additional information, screen shots, spreadsheets etc. to this. Page 34 of 51 -fl Exhibit E: Project Plan Task 2015 Mode Task Nam* •» Duration » Start ; Finish -Sep Ocl Nov Dec Jan Feb Mar ft {'>'Mh(iaimi!S<l!«)n*.lnH>l*^ ' - ^ "1 ^5 days Mon 10/6/14 Fri 2/13/15 1 1 2 m ' Initiation Phat* Sdays Mon 10/6/14 Wad 10/15/14 n 3 •5 ' Sales Initiation Iday Mon 10/6/14 Mon 10/6/14 1 Master Sales Agreement 1 day Mon 10/6/14 Mon 10/6/14 1 s lm Statement of Work 1 day Mon 10/6/14 Mon 10/6/14 1 6 m ' Cuitomar EnEaE*"**"^ Pacl<ag« 5 days Tua 10/7/14 Mon 10/13/14 I I 7 m Configuration Page 1 day Tue 10/7/14 Tue 10/7/14 8 •5 Standard Opearatin Procedures 5 days Tue 10/7/14 Mon 10/13/14 9 m Category, Type, Issue Matrix 2 days Tue 10/7/14 Wed 10/8/14 10 m Escalation Matrix Iday Tue 10/7/14 Tue 10/7/14 11 Queue Records Iday Tue 10/7/14 Tue 10/7/14 12 Contact Script 1 day Tue 10/7/14 Tue 10/7/14 13 •5 Caller information 1 day Tue 10/7/14 Tue 10/7/14 14 VIP Information 1 day Tue 10/7/14 Tue 10/7/14 15 m Survey Script Iday Tue 10/7/14 Tue 10/7/14 16 < Projact ttiekoff 6 days Tua lQ/7/14 Tua 10/14/14 1 1 17 Intemal Kickoff Meeting Iday Tue 10/7/14 Tue 10/7/14 18 •9 External Kickoff Meeting Iday Tue 10/14/14 Tue 10/14/14 1 19 m Initiat* Mng Iday WedlO/lS/14 Wed 10/15/14 i 20 m Initial Implementation Billing 1 day Wed 10/15/14 Wed 10/15/14 21 on ' Craat* Sendee Rcpositor 4 days Wed 10/8/14 Mon 10/13/14 1 f 22 m Build Intemal SharePoint 3 days Wed 10/8/14 Fri 10/10/14 23 m Confure Client AIM Iday Mon 10/13/14 Mon 10/13/14 24 m ' Planning Phasa 45 days? Mon 10/6/14 Frt 12/5/14 1 25 ' IJkNDcsk Planning 3 days Wad 10/8/14 Frt 10/10/14 1 26 Organization & Demographics 2 days Wed 10/8/14 Thu 10/9/14 27 •s Network & Connectivity 3 days Wed 10/8/14 Fri 10/10/14 28 m Agent Configuration 2 days Wed 10/8/14 Thu 10/9/14 29 •9 Revisions & Additions 2 days Wed 10/8/14 Thu 10/9/14 30 ' Support Raquirements Scoping Iday Wad 10/8/14 Wed 10/8/14 1 31 m Telephone System Requirements 1 day Wed 10/8/14 Wed 10/3/14 32 m Email System Requirements 1 day Wed 10/8/14 Wed 10/8/14 33 •» Web System Requirements Iday Wed 10/8/14 Wed 10/8/14 34 m Ticketing System Requirements Iday Wed 10/8/14 Wed 10/8/14 35 m Knowledge Base Requirements 1 day Wed 10/8/14 Wed 10/8/14 36 Agent Staffing and Skillset Requirements Iday Wed 10/8/14 Wed 10/8/14 37 m ^ Projact Acceptanca Critaria 2 days Thu 10/9/14 Fri 10/10/14 1 Page 35 of 51 I I 6 Task 2015 Mode • Task Name * Dumtioti .» Stert » Finish •» 38 '. Oewte custbm ciitaf ia baaed 6lt>pFo{ect Iday Thu 10/9/14 Thu 10/9/14 lEqulre'ments. 39 •5 Review for approval with client. 1 day Fri 10/10/14 Fri 10/10/14 40 ' Transition Planning 4da^ Wed 10/8/14 Mon 10/13/14 41 •9 User Communication Planning Iday Wed 10/8/14 Wed 10/8/14 42 m Contact Transition Planning Iday Thu 10/9/14 Thu 10/9/14 43 Target Transition Date (Approximate Go Iday Mon 10/13/14 Mon 10/13/14 Live) 44 ' RDMS Solution Design 5 days Mon 10/13/14 Fri 10/17/14 45 " RDMS Servers 2 days Mon 10/13/14 Tue 10/14/14 S3 •a !' Network 2 days Wed 10/15/14 Thu 10/16/14 60 ^ RDMS Management Agents 1 day Fri 10/17/14 Fri 10/17/14 63 m < Inf rastruture Setup 13 days Mon 10/6/14 Wed 10/22/14 64 > Ticketing System 7 days Mon 10/6/14 Tue 10/14/14 71 > Phone Systems 6 days Wed 10/8/14 Wed 10/15/14 77 m EmsN 5 days Wed 10/8/14 Tue 10/14/14 82 > Web Sdays Mon 10/13/14 Wed 10/22/14 87 -9 i> Survey System 4 days Mon 10/13/14 Thu 10/16/14 93 •«s n Knowledge Base Sdays Wed 10/8/14 Fri 10/17/14 98 mi ' Support Team Creation 24 days Thu 10/9/14 Tue 11/11/14 99 Hire and Assign Skill Matched Resources 20 days Thu 10/9/14 Wed 11/5/14 100 m Train on System Tools and Processs 2 days Thu 11/6/14 Fri 11/7/14 101 m Train on Client Environment and SOPs 3 days Thu 11/6/14 Mon 11/10/14 102 «^ Develop and Execute Agent Schedule Iday Tue 11/11/14 Tue 11/11/14 103 ' Implement VPN Solution Sdays Mon 10/20/14 Fri 10/24/14 104 Configure Client Firewall for VPN 2 days Mon 10/20/14 Tue 10/21/14 105 m Configure RackSpace Firewall for Client V 5 days Mon 10/20/14 Fri 10/24/14 106 •s Test VPN Connection Through Scan/Ping" Iday Mon 10/20/14 Mon 10/20/14 107 m '< Deploy Server Solution 4 days Mon 10/27/14 Thu 10/30/14 108 Deploy Hosted Server Hardware Iday Mon 10/27/14 Mon 10/27/14 109 Create an SQL Instance for Customer 1 day Mon 10/27/14 Mon 10/27/14 110 m Test Core Server Functionality 1 day Mon 10/27/14 Mon 10/27/14 111 Activate LANDesk Core Server License 1 day Mon 10/27/14 Mon 10/27/14 11? : Create Management Agent 3 days Tue 10/28/14 Thu 10/30/14 119 m ' RDMS Management Agent Deployment 26 days? Fri 10/31/14 Fri 12/5/14 n n 1 1 Page 36 of 51 Task © Mode V Task Name « i DuratioT! - Start Finish Sep Oct Nov 2015 Dec ian Feb Mar 120 m Customer Approval for Pilot Deploymen 1 day Fri 10/31/14 Fri 10/31 i 121 Deploy Management Agent to Pilot Groi 4 days Mon 11/3/14 Thu ll/( A 156 m t> Phase 2 - Deploy Management Agent to 26 days? Fri 10/31/14 Fri 12/5/ 1 167 ^ ' Go Live 2 days Mon 12/1/14 Tue 12/2 168 m Notify Agents Iday Mon 12/1/14 Mon 12/ 169 Activate Agent Routing Rules 1 day Mon 12/1/14 Mon 12/ i 170 Activate CaH and Email Routing Iday Tue 12/2/14 Tue 12/2 171 Customer Notification 1 day Tue 12/2/14 Tue 12/2 172 mi ' Charatertzatlon Phase 62 days Wed 12/3/14 Thu 2/2« 1 1 173 •S * Initiate Billing Iday Wed 12/3/14 Wed 12/ 1 174 Pro-Rate of Re^lar Service Charges Iday Wed 12/3/14 Wed 12/ 175 Remaining Implementation Charges Iday Wed 12/3/14 Wed 12/ 176 ' Characterization Reporting 62 days Wed 12/3/14 Thu 2/2< 1 1 177 Daily Reporting 7 days Wed 12/3/14 Thu 12/1 ih 178 Weekly Reporting 3 wks Fri 12/12/14 Thu 1/1/ 179 Monthly Reporting 2 mons Fri 1/2/15 Thu 2/26 180 ' Control/Gap/Changes 60 days Wed 12/3/14 Tue 2/24 1 1 ISl Feedback Roundtabte 3 mons Wed 12/3/14 Tue 2/24: T.ta ">/1A 182 Review SLA Trending Review Monthly Reporting Review Gaps and Changes Implement Required Changes 3 mor^s wed 12/3/14 \I.IAA A "1 /I A 1 ue Z/ /4 183 * Review SLA Trending Review Monthly Reporting Review Gaps and Changes Implement Required Changes 3 mons Wea 1//3/14 Tue 2/241 T.... IllA ^ 184 185 Review SLA Trending Review Monthly Reporting Review Gaps and Changes Implement Required Changes 3 mons 3 mons wed 12/3/14 Wed 12/3/14 1 ue 2/24 Tue 2/24 186 ' Closing Phase Iday Fri 2/27/15 Fri 2/27/ 1 187 ' Transition to Steady State Iday M2/27/15 Fri 2/27/ i 188 •"1 Review Acceptance Critera 1 day Fri 2/27/15 fri 2/27/ 189 Transition Continued Improvement Plan Iday Fri 2/27/15 Fri 2/27/ 190 Transition Regular Meetings 1 day Fri 2/27/15 Fri 2/27/ 191 Transition Billing Iday Fri 2/27/15 Fri 2/27/ Page 37 of 51 in Exhibit F: Help Desk Activity Volume / Cost Projections ? s 111 3, S 3 g f 5? 5 • -j^ v> «yv Kl *. ^ K* IS* 8 8 8 8 S 8 8 'S 41. ^^ 8 S 'S 'S . -J^lj. -WT m »S» *fc --sJ 3' 3 8 8 8 8 •V* -J^J- w w dSfc K> ** -^4 V» Kj» >a IsJ O Q O 8 8 8 8 o S S 8 S 8 8 K) 8 8 8 V> V* rs* Ki s s V* W *• ^ia> ^ Q tvJ o »-* 8 8 8 8 W JiJ' w v> K; KI 8 ti 8 8 8 8 8 'S i§ 'S 8 xr. Vl W NJ 8 8 S 8 Q K^ 8 8 </> t/v -iA § t:: g 8 3 <A Vv VV ;;sj ^ 8 8^ vv w w m ffi *^ ^ 8 S VV V» WWW 8 8 O *-* O -NJ "-4 8 S S WWW S t:^ 8 8 fe w w w 8 -~( 8 8 fe w w w p ;sj SJ WWW 3 w w w 8 w w w S «Hj W 8 8 6 O *a .wj 8 8 S w w w cr* 8 ^ S 8 8 fe f g M' f ? I S. i. 3 3 3 ? a, a. I |2I ™ tSL i * s? ~ 2 S S S £: 11 § o " -*• tJ „.«-.*• ^ ^ aiS8N.8S|fS S K S S iS If i s S g s ^ lfi- i WOiO»sJCIv?|§ tlS § g I ~ § K If i KJ O V IE ^ K/ § ^ ^ Is. UJ O O K* Page 38 of 51 Exhibit G: Allied Digital Fair Labor Practices Policy . ' Allied Digital Services, LLC X 18701 S. Figueroa Street _ II! 1 _ir — !J. _ I - Gardena, CA 90248-4506 ^ allied digital" IT managed.fte^xmmbly. Tel: 310-431-ADSL www. allieddigital .net POLICY AGAINST DISCRIMINATION ALLIED DIGITAL SERVICES, LLC IS AN EQUAL-OPPORTUNITY EMPLOYER Allied Digital Services, LLC (the "Connpany") maintains zero-tolerance with respect to discrimination in the workplace. No manager or employee of the Company shall discriminate against an applicant for employment or a fellow employee because of race, creed, color, religion (including religious dress and grooming practices), sex, gender identity, sexual orientation, national origin, ancestry, age, political party affiliation, marital status, parental status, pregnancy, military or veteran status, genetic characteristics, or any physical or mental disability. This policy applies to all employment practices and personnel actions including advertising, recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, termination, rates of pay, and other forms of compensation or benefits. Additionally, the Company will not tolerate any discriminatory behavior by persons visiting the Company's facilities for business or personal reasons. The Company believes in respecting the dignity of every employee and expects every employee to show respect for all of our colleagues, clients, customers, vendors, suppliers and visitors. Accordingly, this policy extends to and forbids any unwelcome or discriminatory conduct in the workplace that is based on an individual's age, ancestry, citizenship, color, marital or parental status, national origin, political affiliation, pregnancy, race, religion (including religious dress or grooming practices), sex or gender, perceived sex or gender, sexual orientation, military or veteran status, physical or mental disability, medical condition unrelated to the person's ability to perform the job, or that a person is associated with a person who has or perceived to have any of these characteristics. In addition, the Company prohibits discrimination and harassment on any other basis protected by federal, state, or local law, ordinance, rule, or regulation. The conduct prohibited by this policy, whether verbal, physical or visual, includes any unwelcome conduct that adversely affects an individual because of his or her protected status. Among the types of unwelcome conduct prohibited by this policy are epithets, slurs, negative stereotyping, intimidating acts, and circulation or posting of written or graphic materials that show hostility toward individuals because of their protected status. The Company prohibits such conduct in the workplace even if the conduct is not sufficiently severe or pervasive to constitute actionable harassment under law. Page 39of 51 //,/ Exhibit H: Non-disclosure Agreements MUTUAL NON-DISCLOSURE AGREEMENT This Mutual Non-Disclosure Agreement ("NDA") is between Allied Digital Services, LLC, a Delaware limited liability company, located at 18701 S. Figueroa Street, Gardena, CA 90248 and City of Carlsbad, a municipal corporation. (Collectively referred to as the "Parties"). The Parties expect to exchange proprietary and confidential information ("Confidential Information"). The Confidential Information may include functional and technical specifications, designs, drawings, analyses, research, reports, recommendations, processes, computer software programs, software codes, methods, plans, ideas, expertise, personnel records, finances, medical records, police records, including but not limited to investigative records, police personnel records and other sensitive and confidential police communications, personal identifying information and customer data including but not limited to social security number and credit card information, and intellectual property. We may consult with one another in connection with and for exchange of business information which may include service and product offerings, pricing of product, services, and programs, marketing research and results, names of customers and prospective customers, and financial information - all of which is Confidential Information. We may also share other valuable information which will be identified as Confidential Information, a "trade secret" or "secret", either by word or in writing at some later time. We will protect each other's Confidential Information as we would safeguard our own Confidential Information. We will not use, distribute, disclose or appropriate for our own benefit or advantage the Confidential Information of each other. We will disclose Confidential Information only to each of our own employees, legal and financial advisors, or other agents or representatives (collectively "representatives") who have a "need to know". The term "need to know" means information that is needed to perform our duties during our business relationship and the work to be performed. We will not disclose Confidential Information to others without the prior written permission ofthe owner ofthe Confidential Information. We each may be asked by the other, in special circumstances, to sign - or have our representatives sign - supplemental NDAS or confidentiality agreements. We each will comply with those requests. When providing Confidential Information, we will each identify our Confidential Information as "Confidential" in a way appropriate to the material being disclosed. This may include handwritten notes with the words "Confidential" or "Proprietary", statements, notations, or icons expressing confidentiality attached to documents or computer-generated documents (which may or may not be transferred to what is commonly referred to as "hard copy"), or by any other method to communicate the confidential nature ofthe information being disclosed. When remote controlling any City computer, all information displayed is deemed Confidential Information. The following will not be considered Confidential Information: a) Information already known or in the possession of either of us before we sign this NDA; b) Information publicly known; c) Information in the public domain; d) Information discoverable or by reasonable efforts through independent research by either of us; e) Information received from any third party or entity that was free to disclose it; Page 40 of 51 f) Information required to be disclosed under any federal or state law, rule, regulation or by court order or in the course or any court proceeding. Each Party notify the other of any legal proceeding requesting or requiring disclosure of Confidential Information immediately upon receipt of notice to disclose. If required to disclose the disclosing Party shall limit the disclosure to the Confidential Information specifically required to be disclosed. Nothing in this NDA will prohibit either Party from engaging in the research, development, marketing, sale or licensing of any product or service which is independently developed and produced without the use ofthe other's Confidential Information. Confidential Information will remain Confidential Information and will be subject to the provisions ofthis NDA from the date signed, during the relationship, and for a period of three (3) years after the relationship is terminated. If either Party requests return of Confidential Information the other Party shall return the Confidential Information to the owner ofthe Confidential Information no later than 10 business days after receiving the request. Parties will each return all originals and copies of any documents containing the other's Confidential Information. The term "documents" includes any information fixed in any tangible medium of expression, in whatever form or format. The Parties each acknowledge that a breach ofthis NDA may cause irreparable harm to the owner ofthe Confidential Information and that remedies at law may be inadequate to redress any threatened or actual violation ofthis NDA. Therefore, in addition to any other relief that might be available to either Party under law, either Party may enforce its rights by temporary or permanent injunctive or declaratory relief. The prevailing Party in any action for relief is entitled to recover its attorney's fees and costs together with any expenses of enforcement. This NDA will be governed by the laws ofthe State of California without regard to the principles of conflicts of law. This NDA represents the entire understanding between Parties regarding the subject of Confidential Information. Neither Party assumes any obligation to the other with respect to Confidential Information except as stated in this NDA. This NDA may not be modified or waived by either Party except in writing and signed by Parties' authorized representatives. Remainder of page intentionally left blank. Page 41 of 51 /( , t/i Certified electronic or faxed signatures will effectively bind each of the Parties to the same extent as a hand-written ("wet ink") signature. Allied Digital Services, LLC By: Dated: Print Name and Title City of Carlsbad By; Dated: Print Name and Title Hand-written information must be fully legible. APPROVED AS TO FORM: CELIA A. BREWER, City Attorney BY: Assistant City Attorney Page 42 of 51 V Individual Non-Disclosure and Confidentiality Agreement This Non-Disclosure and Confidentiality Agreement is entered into between the person whose name is set forth below ("Consultant") and Allied Digital Services, LLC ("the Company") located at 18701 S. Figueroa Street, Gardena, California 90248. Name: Acidress: City/State/Zip: Telephone: Mobile telephone: Name of your Company: Work Assignment: Prime Contractor (Customer) End-User Customer City of Carlsbad 2. 3. 5. I have been assigned to perform certain Help Desk services (the "Services") for the above-named End-User Customer. I understand that, in connection with my performance ofthe Services, the End-User Customer may provide me with a password or other access information to the End-User Customer or its employees or agents. I further understand that if I have received any passwords or other access information to the End-User Customer or its employees or agents, that a password or other access information is the Confidential Information of the City of Carlsbad. I agree that I will use the Confidential Information solely for the purposes of performing my duties within the context of my particular work assignment. I will exercise at least the same efforts and diligence to protect Confidential Information as I would exercise to protect my own confidential, personal or "private" information. If I am terminated from the performance of the Services for the City of Carlsbad or Allied Digital Services, LLC terminates my services for any reason I will promptly notify and provide Allied Digital Services, LLC and provide the passwords or access information I have been provided by or in connection with the Services for the City of Carlsbad. I understand that I am personally and legally liable for complying with the provisions of this Agreement. I understand that if I fail to comply with the requirements ofthis Agreement, Allied Digital Services may enforce this Agreement against me at law or in equity and, in addition. Allied Digital Services, LLC may ask for reimbursement of its attorneys' fees and costs of enforcement. I am not required to sign this Agreement. But I understand that if I do not wish to sign this Agreement, I cannot be assigned to perform the Services for the City of Carlsbad. Employee Declaration I have read this NDA and understand its terms and conditions concerning my treatment of Confidential Information as described in this NDA. Page 43 of 51 2. I understand that this is a legal document and that when I sign it I will be bound by its terms and conditions. 3. I have been advised that I have the right to seek the advice of an attorney before signing this agreement and I have been given sufficient time to do so. 4. I have either sought the advice of an attorney prior to signing this NDA or I have voluntarily, without reservation, declined to do so after due thought and consideration. Employee Signature Print Name Date Page 44 of 51 ir VPN ACCESS REQUEST FORM Tlie li&nmtkm TsdbttK*^ ISqiait^^ "VirtBtl Pireae Nett«ark Accx|!tabte Use Agftaaesst for ^&iiti(»s. .\. C itv of Carlsbad Employee Requester Information rendor/C^ontractor/Tliini Partv luforin.itinu Con^jany Name: Email Addiess: Manager's Naaie: Mione Number ( 760 ) - If using a City I^tc^, list asset #: I wiM be uskg my own perscml computs JfOD ManagerAi^mval: i. Connecting Desktop loformation Anti-Vinis product is numii^ on Ae remote madhiae? (Piease List PiodjKt). Is the Anti-\rtius s^uticm current? (Please list Date) C^jei^mg System (i.e. XP, SUSE. Red Hat. Mac OS): •Management Name; 'Management Pbone: ( •Managemeant Email: )_ So«irce IP Addresses (NAT/Public): list Remote Uscre: Csahhsd Staff CcxoriacT. C. Problem Stateinent'Piirpose of Connection What are iie ne^ of tfic prtqxKdl ajnnection?_ Scope of Access <The Inform atio)i Technology deparlnient miir (miit n-ilk completing /A/5 information) What sy^»EDS and ^liobons will be iKed? list pn^ol and pott numbers: Anticipated End Date: (InfonnatiMi Technology will pmodica% re-assess all connections) What is Ae requested remote access date? (Required lead-time ts 30 days):. Has Ae Virtual Pnvate Network Accep^le Use Agre«nen4 signed by each remote user? O WS Q NO Please attadi signsri above mmtitmed agreenMot to Ais reqiKst form md sutoit to Moimation Tedmolosr DefMfftnKOt. Informatton Technology AHffoval Date • MwiwgcBicM Name, f%oiM( Nmnber or Eaiail iiixnw may BOI be • RcBiiite User. Informatimi Teckmhgy ase mfy VPN Access TVpe: IPSEC • L2TPO WEBVPND SSLVPND CISCO • SONICWALLO T^mnel Groos: Group Pohcv: IP Pool/Address: Home Page: Completed bv; Date; y 6 Virtual Private Network Acceptable Use Agreement Purpose The pmpoiK: of Ais policy k to dtefine s^d^ds fos VPN remote Mcess c<^ectivity to llie City of Carkbad's netwcak. These stamlarfs MS designed to miaimias tte potential exposure to City of Carlsbad bom damages FKulteog &om unauiKwrizdi ix tmm&e of City of Carkbad's i»twf»k resources. Djamges iMlnde, but am not limited to: Ae loss of sensilive or confidmtol data, datogc to pubEc imap! and damage to critical City of Carlsbad conqjuting systOTS. Scope This policy ai^li^ to all City of Carkbad cn^jloyees, {xsntMtors, veodors, Aird p^ and aseots, hereafter refeiT»l to as Remote User, who have hem auAmized to coimect via a VPN remotely to Ae City of Carlsbad. This zpp)axs to any and all «Trices, porte aond protocok iiKloding but itot limited to email, intranet, internet browsing, ffle and ^Bcation acc«s, rranole ded^ connectiwMis, PC Anywhere coan^tioos, sava managem»it aad ^licatinn managemaat. The RoiKJte Uses bears Ae r^ponsibility, UsAility aoMl consecpiMices resohing frran misuse of this SKxess. The Eemc^ User is responsible for setectuo^ an Internet Service femda: (ISP), coordinating installation, instsdling my required softw^e, and paying associated fises. Not aJl desktop ofxaatog systeffls may be si^jpcartol. D«finitioDS Dual Homing: Having caacunmt connectivity to nK»e than one network fipram a conqmter or network device. Exaaotiplcs inchide; Bemg logg^ into Ae OHpmate network via a tocal EAemet conn«:tictti, and dialing into AOL or oAer Intemet s«a:vice provider ^SP), ie. bring cramected remotely to the City of CarMiad netwt«tk, and connectiag to aooAer network wiA a different itetwaA card (wireless, dial-up, evA>). Remote Access: Any ^cess to City of Carkbad's corpcoate network throi^ a non-City of Carkbad controlled tMitwork, device, or medium. ReHKrteUscr: Any City of C^bbad enqjloyee. contractca:, vendor or Airf party wiA remote access privileges to City of Csrisbad's crapatate networks. Split-ttmneling: Simultaneous dirm access to a non-City of Carl Aad network (such as Ae totemet or a home aetworik) firom a tamte device (PC, PDA. WAP phraie. etc .) while coonected into City of Carisbad's corporate network via a VPN tunnel. VPN: Viitoal Private Network (VPN) is a secure data paA traveling a non-secure meAum, such as Ae intonet. Security is achieved by tunneling Ac data Arou^ aa enayptdl conanunication link firom source to ^tiaattoDL Logcm aad password auAimticaOoa is iinplranentidi using various products and techniques. TTie final result is a safe aad secure OMiAod of utilizing rsanote access. Requirements and RespoasibiUtfes 1. It is Ae r«ponsibility of Ae Rentott User to ensure Aat wiattAom^ users ae not allowed access to City of Carlsbai int«nal networics thfoi^, Aeir VPN connection. 2. VPN remote 5K:cess is to controlled using eiAer a one-time passwjwd auAentocation such as a token device, a public/private key system wiA a strong passphrase. or a secure password that changes frequentiy. 3. Geaaal access to Ae Intemet for recreatioaal use by imntediate household members Arou^ Ae City of Carbbad Networic using a Rentote Access coanectioB is not pramitted. The Remote User is responsible for ensuring that femily members do not access Ae Carlsbad networic while Ae secure connection is active -1-6\ 4. At no toirae shouM my ReoMJte User provide Aeir login or password to aay<Mie, not evrai fiunily members. 5. C(»ifigui;^on of lenwte access IC ^ujpiwnt hi A« purpose of ^lit-tunneMng or dual homing is not penmtt^ at any tene. 6. All conqmtefs leototely cc^mected to City of C^srkbad aetwo^ must have virus scannmg software instaUbd, to date and cqtoattonal at all times. (Preferred Anti-Virus products Me - Symantec, McAfM;, Trend Micro md Computtr Associates. If y<H» have a Anti-Virus product not listed, your VPN access may be delayed while a vaKdation meAod is devekqjed) 7. AU remotely connected cooqmtears must have Ae most current security and system patches installed. 8. Only VPNcEents^jprovedbylrifocniatiMiTechnolo^Departrnentniaybeusai. 9. The VPN connection is limited to aa ab»lute connection time of twelve (12) hours. 10. VPN users wiM he automabcalty disconnected firom City of CMsb^'s network after Airty (30) irtmutes of in»:tivity. The user must Aen togon j^ain to rec^MUKXt to Ae networic. Artificial netwrak processes MC not to be used to keep Ae connectioa qpen. AU activity wiU be ritonitored. 11. Remote Us^ss who wish to unplcsiMsat remote access iirAods other tibui Aose provided by Ae City must dbtain written prk>r ^qnoval fi^om Ae Infocmattoa Technology Ik^parttoent Director. 12. The use of VPN technolc^ to c<HiAict City business may be subject to Ae same requiranents as aU oAer City T^hitology Resources. Usors must uodanstand Aat A«ir machines are a de &cto extension of City of Carkbad's aetwoA, and may be siAject to the provisions under Ae Pubhc Records Act. Vendor/Contractor/TWrd Parly Procedures 1. VoMJor/CcHitiwztor/rhird Party Remote User may only use tite Network C<Minection for ksiaess parpo^s m outlined by Ae YPN Access Reqt»st Form. 2. Citv of Carlsbd Syitems and AppEcaticms 2.1 Vendor/Contactor/Tted Party Bjemote User may be supporting aa Apphcatioa m System owned, licensed or leased by Ae City of Carlsbad. 2.2 VeaAK/Coilr^rtor/TTiird Party Reotote User may Utodify Ae ccmfiguration of Ae City of Cvbb^ Application or System only after notificatton and a^jproval by auAorized City of Carbbad Informatioa Technology peraMmel. 2.3 Vendor/Coattactor/Tbird Party R^nmte User wiU not change ot delete my passwords set on City of Cmlsb^hd AppUcatitm or System wiAout prior ^iq^oval by auAorized City of Carlsbad Infonnation Technology pcfsoanel. RrraE^rtly U|KH» any such change, Vandbr/CoatractOT/Third Paty Remote User shaU provide City of CarlAad wiA such changed password. 3. Network Security 3.1 Vendor/Coatactor/Third Party Ronote USCT wiU be listed in Ae VPN Acass Request Form. 3.2 Ven<te/ConttactOT/Thkd Party's Maoagonent/SiqKsnfisor wUl promptly notify City of CarWjad whenev«^ aay AuAcdzed Ren»te User leaves Vendor/Contractor/Third Party's enqjloy or m lor^ra re<pires acwss to Ae Remote Access Conaecttoa or City of Carkbsul Af^licattmi or System. 4. VeaiAtf/QHitractor/nurd Party Rraiote U^ disJl notify Crty of Carlsbd ia writing promptly t^pon a dbaage in Ae tiser bsse for Ae work p«rfonited over Ae Remote Access Connection or functicmal requirements of Ae Rranote Access Connection are necessary. Enforcement Any Rentote User found to have violated Ak policy wiU have Aeir reotote access privileges inmtediately revoked aad may h^ subj«:t to disci^hQary aad/or lepd action. Authority: The individuals otecutinf lM% Agn^aneot and the instnunents referenced in it oa bcAalf of Em^loyeeAfeador/Ccmtractorfllhird I^aity each refHeseat aad warrant that Aey have Ae legri pmex, right md acttial auAority to bind Enqjtloy^AToidor/Craittactor/Third Party to Ae terms and conditions of Ais Agrmi:tenl By signing below, I uadarsKaid imt Ae City ofCarlsbad will m>t be reqwnsibk for my damage I m^ iiteur as a n;sult of nty HKC of Ae VPN. femotc User AuAoriad Sipoture Reamte User AuAcaiad SigDatoe Printed Name Printed Name EnmMPhom Mwaim Ema&Phom Number Date Dste Remote User AuAorized Signatore Remote User AuAradzed Signature Prints Naate PriaitalName EmaiWhone Number Email/Phooe Numtor Date Date 63 Remote U^ AuAori2«d S^Btuffe Remote User AuAori^Kd Signature Printed NaiTC Wn^ Nante Email/Phsme Nunte Email/Phone Numbea^ Date D^ Remote Uas AuAcMiaad Signature Compaay's Presideat, Vice Prtsideat or CEO PriatedNatac PrintalNaate Enml/Phcme Numter Email^hooe Numtor Date Date mmrj^mimfyi Dqjartomt HesKl iimTmism^) IT AuAorized Signatore Printed Name Printed NatM Date Date -4-5'i