HomeMy WebLinkAbout14-346 Agreement for the Purchase of a Replacement Software SolutionCITY OF
LAKE
LS0RL
DREAM EXTREME.
REPORT TO CITY COUNCIL
TO: HONORABLE MAYOR
AND MEMBERS OF THE CITY COUNCIL
FROM: GRANT YATES
CITY MANAGER
DATE: NOVEMBER 12, 2014
SUBJECT: AGREEMENT FOR THE PURCHASE OF A REPLACEMENT
SOFTWARE SOLUTION INCLUDING FINANCIAL, HUMAN
RESOURCES, PERMITTING AND LAND MANAGEMENT
SYSTEMS FROM TYLER TECHNOLOGIES.
Recommendation
1. Approve agreement by and between the Tyler Technologies and the City of Lake
Elsinore in the amount of $259,174 for new financial, human resources, permit
tracking, land management software and authorize the City Manager to execute
the agreement, subject to approval as to form by the City Attorney;
2. Authorize the City Manager to approve change orders up to 10% of the
agreement in the amount of $25,917.
Executive Summary
In April 2014, City staff conducted an assessment of the City's information technology
systems to identify technology capacity and existing risk. While numerous deficiencies
were noted by the City's Executive Team with the lack of hardware and software tools to
manage current day workloads effectively, staff initiated a review and sought out
potential solutions from vendors. Staff, along with the assistance of Platinum
Consulting Group, recommended replacement of the current finance, human resources,
permitting, and land management software systems to a modern, scalable client server
network based - platform. The following are highlights of the current status and process
for selection of a new vendor:
a) The current system was placed into operation in 1991 and is outdated and
impedes workflow. The Fiscal Year 2014/15 budget included partial funding to
upgrade /replace these systems.
Purchase of Replacement Software Solutions
November 12, 2014
Page 2
b) Staff went through an "informal" RFP process and negotiated a more favorable
price through software demonstrations, site visits, and interfacing with staff on
questions and business processes than a traditional formal RFP process would
have yielded.
c) The City received proposals from 5 software vendors:- Tyler Technologies, New
World, Springbrook, CRW, and Accela.
d) After software demonstrations, staff overwhelmingly supported Tyler
Technologies Incode (Financial and HR) and Energov (Permitting and Land
Management) solutions as the preferred vendor.
e) The new finance and human resource software system will allow the Cit l to
continuously adopt the latest technology, utilize industry leading best practices,
and enhance fiscal transparencv.
f) After extensive review by city staff departments of software solutions and vendor
capability review, the staff` determined that Tyler Technologies, Inc. (Tyler) be
awarded an Agreement (Attachment 1).
g) The cost includes training of city staff by the vendor and implementation of the
software solution.
h) The solutions will integrate with the City's existing ARCGIS -ESRI and Laserfiche
software solutions.
By replacing an antiquated system, the new automated financial and community
development permitting and land management system will simplify and streamline the
City's permitting review and management process. The new software will allow the City
to streamline internal as well as external permitting processes by establishing and
improving performance metrics while providing accurate data on all permit and
entitlement transactions, track revenue recovery, reduce operating costs, improve data
quality, ensure performance accountability, and reduce processing times — valuable
information that is difficult to track with the existing system. These metrics will be
routinely evaluated to determine required enhancements to the permitting process to
increase CustoI I It--I satisfaction, processing times, and cost recovery.
Background
The City has a legacy financial and permitting system (H.T.E. - SUNGARD) that is a
decades (1991) old minicomputer system that operates outside of an SQL server
environment (modern, scalable client server network). The system is very limited in
Purchase of Replacement Software Solutions
November 12, 2014
Page 3
functionality and is unable to integrate with other programs, such as a permitting,
planning, community events, maintenance orders, etc. As such, many activities are
tracked in other systems or through other means, causing duplicate work to be
performed because of functionality limitations. Additionally, the process is subject to
human error and complications because the different applications are not integrated
with each other.
Another important limitation with HTE is the inability to serve as a useful budgeting and
monitoring tool for staff. HTE allows for the input of one budget amount. Modern
software allows for the use of multiple year budgets; forecasting scenarios; amended
budgets; multiple budget versions; building budgets with detail to allow for the proper
accounting; and department head participation. Proper budgeting and forecasting is
critical in agencies that are operating with limited resources, as most cities are today.
In addition, the permitting system is severely limited for many of the same reasons the
financial system is. Even though both programs reside on the same system and are
provided by the same vendor, they are not integrated in order to meet the needs of the
end users or the City's customers. The business license program is on a separate
system altogether and has no integration as well.
Given the city's current information technology infrastructure, the advantages of
selecting a modern, scalable system are numerous and will better serve the City in the
long -term by providing tools for staff to assist in increasing the City's efficiency and
effectiveness. It is similar to switching from a paper based accounting system to
electronic — it increases the abilities for data extraction, accurate financial information,
and faster work processing and automation.
The City will save considerable time and resources, as a modern, scalable system will
be able to offer robust features, improve internal controls that the current system is
unable to provide, including but not limited to:
Financial Reporting:
• Modern programs come with numerous reports in each module that are tailored for cities
and used on a regular basis.
• All reports are customizable and easy to modify or even create from scratch using
certain query features within the system itself.
• Automatic generation of reports increases employee efficiency by saving time and allows
for timelier periodic reporting and a quicker year -end audit process. Reports can be
easily generated and attached to an email, without the need to print the report, scan the
report, and then attach to the email.
• Automatic generation of reports increases employee effectiveness by removing the types
of human error that can occur in the data entry process (transposing numbers, formula
errors, data entry errors, etc.)
Purchase of Replacement Software Solutions
November 12, 2014
Page 4
• Most systems have Excel based programs that allow you to create reports that
management or the Council finds useful on an ad hoc or regular basis. These programs
will pull in data from the system based on date range or other criteria you determine.
• Drill down capabilities on reports gives a quick and easy way to see the detail behind the
numbers, which allows for better financial review and oversight, as well as analysis of
transactions to ensure accurate reporting.
• Customized reports can be schedule to run and even automatically sent through email.
• Reports can be exported to Excel and then manipulated to extract the data needed in a
quick manner.
• Many systems have a global search function that allows for easy retrieval of information
across modules. This is very helpful to all users - particularly to non - financial users.
Budgeting:
• Budgets can be rrr?ater; for multiple ynarc for Glee in financial iai forecasting any scenario
anti l d scen�
analysis.
• Budgets can be created in detail, allowing for better control and accountability.
• Long range financial planning and rate analysis can be done directly in the accounting
system.
• Department Heads can create, monitor, and manage their own budgets at a detail level in
the financial system.
Permitting:
• Improved customer service requires an enterprise level permitting system.
• Streamlined and electronic workflow processes promote staff efficiency.
• eGovernment and web services with respect to the permitting process will increase
efficiencies.
• 24/7 access for citizens and customers Web -based interaction between City and its
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• Applications that staff members can use on smartphones, tablets and desktops
• Creating intuitive modules that users can learn without extensive training
• Online permit, license, inspection, and citizen action request services
• Online electronic plans review
• Enhanced workflow capabilities
• Integration with the City's GIS software
• Microsoft Centric, including integration with Outlook
• Integrated credit card processing
• Integration with the City's financial processes (which include accounting, purchasing,
payroll, business license, and cashiering)
Document management:
• Document management is critical to preserving information, particularly in a fast growing
city. Modern systems integrate very well with robust and comprehensive document
archiving system that will allow the City to go paperless and provide easy retrieval of all
data.
• Effective document management assists with public information requests or other
special management or council requests.
Purchase of Replacement Software Solutions
November 12, 2014
Page 5
Workflow:
• Staff will be able to generate electronic workflows with action items that are specific to
that user that will automatically notify them of tasks associated with their position
responsibilities. For example, when a purchase order is submitted by an employee the
department head could then get an email requesting him to approve the PO in the
system. Workflow provides a proper audit trail and documentation of the approval
process which increases transparency and internal controls.
Additional modules:
Lastly, the City will have the ability to not only increase the sophistication of the City's
accounting system but allow for the unique needs of the City. For example, additional
modules included in the proposed solutions are as follows:
• Fixed Asset management — allows for detailed asset tracking to help better plan
asset replacement needs. Most small agencies that grow quickly track their assets in
Excel with very little detail. As the City grows it becomes more and more important to
keep detailed records of fixed assets and infrastructure for a variety of reasons such
as audit preparation, depreciation calculations, asset replacement and repair
planning, and the scheduling of fleet and asset maintenance. Other information can
be stored in the module for each asset including maintenance contracts, warranty
information, serial numbers, location, insurance information, etc....
• Proiect Accounting tracking — allows the City to track activities at a much more
granular level. A Project module would allow the City to accumulate the funding
sources and costs of activities such as the construction of capital assets, FEMA
projects, Grants, public information requests, program cost allocation, and identified
costs centers that need separate tracking.
• Purchase Order — allows for proper electronic audit trail and automate electronic
workflow approvals of purchase requisitions, approvals, automatic generation of
purchase orders, and electronic receiving functions to ensure items requested are
actually received, and items not received are not paid for.
• Payroll and Human Resources — it is more critical than even to keep solid payroll and
human resource records and history at a detailed level. Modern systems allow for
easy process of payroll, integration with a Human Resource module, position control
and budgeting features, vacation /sick/holiday /overtime tracking, time & attendance
integration, training and certification tracking, and worker's compensation and OSHA
management.
• Miscellaneous AR — would allow for the creation of invoices for various
reimbursables to be integrated in the system and automatically and more accurately
tracked in one system (is currently done in AS /400 and QuickBooks with no
integration).
Purchase of Replacement Software Solutions
November 12, 2014
Page 0
Fiscal Impact
The one -time cost to purchase and implement the new software system is $259,174 plus a
contingency of $25,917 for a total of $285,091. No additional hardware will be needed to
support the new system apart from already planned /appropriated upgrades. A total of $137,229
was appropriated for a technology replacement reserve. The remaining $122,000 needed will
come from existing line -item appropriations and savings realized on the ®IF, Parks, and User
Fee studies currently underway.
SOFTWARE PROFESSIONAL
DATA &
TRAVEL &
COSTS LICENSE
SERVICES
CONVERSION
OTHER
TOTALS
FINANCIAL $42,399.08 $
36,512.09
$ 17,150.00
$ 14,683.15
$ 110,744,32
HUMAN RESOURCES 8,644.51
19,371.99
9,200.00
7,790.35
45,006.85
PERMITTING & LAND MGNT 22,060.34
37,365.90
28,970.00
15,026.50
103,422.74
949
,
5530.00
,
37,499.99
259,1/5.91
CONTINGENCY 10%
25,917.09
TOTALS
$ 285,091.00
FUNDING
INFORMATION SYSTEM REPLACEMENT RESERVE
$ 137,229.00
EXISTING LINE -ITEM APPROPRIATIONS
53,400.00
TELEPHONE SYSTEM UPGRADE - BALANCE
44,500.00
BUDGET SAVINGS FROM DIF, PARKS, AND USER FEE STUDIES
49,962.00
$ 285,091.00
For comparlcon on the aoity "vare "'t"ge, revievved, th a iiiiio'vvii�g �hvvvs rile SCaI of the costs
between the vendors. Even though there is a large disparity in costs as shown in the following
table, Tyler Technologies extended a 50% discount incentive which makes the overall solution
viable for the City.
Purchase of Replacement Software Solutions
November 12, 2014
Page 7
M300,000
swo,ow
100X NO
$30L,00Q
�c 0,000
$622,325
$365,148
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Prepared by: Jason Simpson
Director of Administrative Services
Approved by: Grant Yates
City Manager
Attachments:
011011 o
Tyler Technologies License and Services Agreement labeled
Contract No. 2014 -0276 with Exhibits:
Exhibit A - Investment Summary
Exhibit B — Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C — Maintenance and Support Agreement
Schedule 1: Support Call Process
Exhibit D — Statement of Work — Software and
Implementation Services
Tentative Timeline for Implementation
CITY OF LADE ELSINORE, CALIFORNIA
ENATIVE TIMELINE FOR iAIRWIP E EN ATICI
A®AM A 2mi A B�i9�9
TYLER TECHNOLOGIES
1. 11/14/2014— Signed Contracts Received
2. 11/14/2014 - 12/1/2014 - Project Planning, Initial Meetings, Survey Completion,
Data Submission
3. 12/1/2014 - 2/11 V I — Chart of Al,I.oUI IL Segmentation, IllILI Data CUIIVerailon
1 �:.! � F-0 3�- 3 — Ie
a� Iu I yler Review of vats, Instructor -ieo I raining (financial and personnel
applications'
I
4. 2/1/2015 - 3/15/2015 - Setup and Configuration of Financial and Personnel
Appli!:a? ions
5. 3/15/2015 - 5/30/2015 - Conversion Analysis, Instructor -led Training,
Configuration Review, User Acceptance Testing
6. 6/1/2015 - 6/30/2015 - Go -Live of Financial and Personnel /HR Applications,
Transition to Support
Note: Permitting and Licensing will come soon after this. To be scheduled after
further discussion and contracts are received. There will be more detail and
refinement of dates once we have a contract in place.
Contract No. 2014 -0276
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LICENSE AND SERVICES AGREEMENT
This License and Services Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to license the software products and perform the services set forth in the
Investment Summary and Tyler desires to perform such actions under the terms of this Agreement;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth in this
Agreement, Tyler and Client agree as follows:
SECTION A — DEFINITIONS
• "Agreement" means this License and Services Agreement.
• "Business Travel Policy" means our business travel policy. A copy of our current Business Travel Policy
is attached as Schedule 1 to Exhibit B.
• "Client" means Lake Elsinore, CA.
• "Defect" means a failure of the Tyler Software to substantially conform to the functional descriptions
set forth in our written proposal to you, or their functional equivalent. Future functionality may be
updated, modified, or otherwise enhanced through our maintenance and support services, and the
governing functional descriptions for such future functionality will be set forth in our then - current
Documentation.
• "Developer" means a third party who owns the intellectual property rights to Third Party Software.
• "Documentation" means any online or written documentation related to the use or functionality of
the Tyler Software that we provide or otherwise make available to you, including instructions, user
guides, manuals and other training or self -help documentation.
• "Effective Date" means the date on which your authorized representative signs the Agreement.
• "Force Majeure" means an event beyond the reasonable control of you or us, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other cause
that could not with reasonable diligence be foreseen or prevented by you or us.
• "Investment Summary" means the agreed upon cost proposal for the software, products, and services
attached as Exhibit A.
• "Invoicing and Payment Policy" means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
• "Maintenance and Support Agreement" means the terms and conditions governing the provision of
maintenance and support services to all of our customers. A copy of our current Maintenance and
Support Agreement is attached as Exhibit C.
• "Support Call Process" means the support call process applicable to all of our customers who have
licensed the Tyler Software. A copy of our current Support Call Process is attached as Schedule 1 to
Exhibit C.
• "Third Party End User License Agreement(s)" means the end user license agreement(s), if any, for the
Third Party Software attached as Exhibit D.
• "Third Party Hardware" means the third party hardware, if any, identified in the Investment Summary.
"Third Party Products" means the Third Party Software and Third Party Hardware.
® "Third Party Software" means the third party software, if any, identified in the Investment Summary.
® "Tyler" means Tyler Technologies, Inc., a Delaware corporation.
"Tyler Software" means our proprietary software and related interfaces identified in the Investment
Summary and licensed to you through this Agreement.
® "we ", "us ", "our" and similar terms mean Tyler.
® "you" and similar terms mean Client.
SECTION B ® SOFTWARE LICENSE
1. License Grant and Restrictions.
1.1 We grant to you a license to use the Tyler Software for Your internal business purposes only, in the
scope of the internal __i "I pN�rpo 1 �li��l��ed t�^ us Qo of the Effective Datc. You iiiay iilakc iopicS
of the Tyler Software for backup and testing purposes, so long as such copies are not used in
1^s '-`-.,ti" .i and the for internal 3, \1.,. rights � the Soft ar-t
Nro: u .`i aiiw " testing is ivl iisc viii�j. IvLir rig 11 LJ to LIJe LIIC Tyler JUiLVVdIC are perpetual
ill
but may be revoked if you do not comply with the terms of this Agreement.
1.1 The Documentation is licensed to you and may be used and copied by your employees for internal,
non - commercial reference purposes only.
1.3 You may not: (a) transfer or assign the Tyler Software to a third party; (b) reverse engineer, decompile,
UI UIJaJJCI11bIC LIIC Tyler JUILWdrC; ICI tent; lease, lend; or provide commercial hosting ser \ /IfPC 1A /1Tn
the Tyler Software; or (d) publish or otherwise disclose the Tyler Software or Documentation to third
parties.
1.4 The license terms in this Agreement a nh to updates and enhanrpments \A /P may nrovide to you or
make available to you through your Maintenance and Support Agreement.
1.5 The right to transfer the Tyler Software to a replacement hardware system is included in your license.
You will give us advance written notice of any such transfer and will pay us for any required or
requested technical assistance associated with such transfer.
1.6 We reserve all rights not expressly granted to you in this Agreement. The Tyler Software and
Documentation are protected by copyright and other intellectual property laws and treaties. We own
the title, copyright, and other intellectual property rights in the Tyler Software and the
Documentation. The Tyler Software is licensed, not sold.
2. License Fees. You agree to pay us the license fees in the amounts set forth in the investment Summary.
Those amounts are payable in accordance with our Invoicing and Payment Policy.
third LEscrow. VVC lildillta111 all eJI.IVVV d1 W WC 11dLr L1C JUUf(e ()Ue 1J( 11 1VIL11 d LIIIIU J IUCHIL:11
each major release of the Tyler Software. You may be added as a beneficiary to the escrow agreement by
completing a standard beneficiary enrollment form and paying the annual beneficiary fee set forth in the
Investment Summary. You will be responsible for maintaining your ongoing status as a beneficiary,
including payment of the then - current annual beneficiary fees. Release of source code for the Tyler
Software is strictly governed by the terms of the escrow agreement.
tyler
4. Limited Warranty. We warrant that the Tyler Software will be without Defect(s) as long as you have a
Maintenance and Support Agreement in effect. If the Tyler Software does not perform as warranted, we
will use all reasonable efforts, consistent with industry standards, to cure the Defect as set forth in the
Maintenance and Support Agreement.
SECTION C — PROFESSIONAL SERVICES
1. Services. We will provide you the various implementation - related services itemized in the Investment
Summary. You will receive those services according to our industry- standard implementation plan, which
outlines roles and responsibilities in calendar and project documentation. We will finalize that
documentation with you upon execution of this Agreement.
2. Professional Services Fees. You agree to pay us the professional services fees in the amounts set forth in
the Investment Summary. Those amounts are payable in accordance with our Invoicing and Payment
Policy. You acknowledge that the fees stated in the Investment Summary are good -faith estimates of the
amount of time and materials required for your implementation. We will bill you the actual fees incurred
based on the in -scope services provided to you.
Additional Services. The Investment Summary contains the scope of services and related costs (including
programming and /or interface estimates) required for the project based on our understanding of the
specifications you supplied. If additional work is required, or if you use or request additional services, we
will provide you with an addendum or change order, as applicable, outlining the costs for the additional
work. The price quotes in the addendum or change order will be valid for thirty (30) days from the date of
the quote.
4. Cancellation. We make all reasonable efforts to schedule our personnel for travel, including arranging
travel reservations, at least two (2) weeks in advance of commitments. Therefore, if you cancel services
less than two (2) weeks in advance (other than for Force Majuere or breach by us), you will be liable for all
(a) non - refundable expenses incurred by us on your behalf, and (b) daily fees associated with cancelled
professional services if we are unable to reassign our personnel. We will make all reasonable efforts to
reassign personnel in the event you cancel within two (2) weeks of scheduled commitments.
5. Services Warranty. We will perform the services in a professional, workmanlike manner, consistent with
industry standards. In the event we provide services that do not conform to this warranty, we will re-
perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with full and free access to your
personnel, facilities, and equipment as may be reasonably necessary for us to provide implementation
services, subject to any reasonable security protocols or other written policies provided to us. You further
agree to provide a reasonably suitable environment, location, and space for the installation of the Tyler
Software and Third Party Products, including, without limitation, sufficient electrical circuits, cables, and
other reasonably necessary items required for the installation and operation of the Tyler Software and
Third Party Products.
Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. You agree to use all reasonable efforts to
cooperate with and assist us as may be reasonably required to meet the agreed upon project deadlines
and other milestones for implementation. This cooperation includes at least working with us to schedule
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the implementation - related services outlined in this Agreement. We will not be liable for failure to meet
any deadlines and milestones when such failure is due to Force Majeure or to the failure by your personnel
to provide such cooperation and assistance (either through action or omission).
This Agreement includes the period of free maintenance and support services identified in the Invoicing
and Payment Policy. If you have purchased ongoing maintenance and support services, and continue to
make timely payments for them according to our Invoicing and Payment Policy, we will provide you with
maintenance and support services for the Tyler Software under the terms of our standard Maintenance
and Support Agreement.
If you have opted not to purchase ongoing maintenance and support services for the Tyler Software
..od c the Maintenance and Support Agreement does not apply to you. instead, yoii'vyiii Gniy re%e1v8
ongoing maintenance and support on the Tyler Software Products on a time and materials basis. in
addition, you will,
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be required to purchase new releases of the Tyler Software Products, including fixes,
enhancements and patches;
(iii) be charged our then - current rates for support services, or such other rates that We may
consider necessary to account for your lack of ongoing training on the Tyler Software Products,
(iv) be charged for a minimum of two (2) hours of support services for every support call; and
(v) not be granted access to the support website for the Tyler Software Products or the Tyler
Community Forum;
1. Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have
purchased any, for the price set forth in the investment Summary. Those amounts are payable in
accordance with our invoicing and Payment Policy.
2. Third Party Software. Upon payment in full of the Third Party Software license fees, you will receive a non-
transferable license to use the Third Party Software and related documentation for internal business
purposes only. Your license rights to the Third Party Software will be governed by the Third Party End User
License Agreement(s).
2.1 We will install onsite the Third Party Software. The installation cost is included in the installation fee in
the Investment Summary.
2.2 If the Developer cliarges a fee for future updates, releases, or other enhancements to the T hird Party
Software, you will be required to pay such additional future fee.
2.3 The right to transfer the Third Party Software to a replacement hardware system is governed by the
Developer. You will give us advance written notice of any such transfer and will pay us for any
required or requested technical assistance associated with such transfer.
°, tyler
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant or transfer the licenses to the Third Party Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, you will receive free and
clear title to the Third Party Hardware.
3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not warrant or
guarantee the performance of the Third Party Products. However, we grant and pass through to you
any warranty that we may receive from the Developer or supplier of the Third Party Products.
4. Maintenance. If you have a Maintenance and Support Agreement in effect, you may report defects and
other issues related to the Third Party Software directly to us, and we will (a) directly address the defect or
issue, to the extent it relates to our interface with the Third Party Software; and /or (b) facilitate resolution
with the Developer, unless that Developer requires that you have a separate, direct maintenance
agreement in effect with that Developer. In all events, if you do not have a Maintenance and Support
Agreement in effect with Tyler, you will be responsible for resolving defects and other issues related to the
Third Party Software directly with the Developer.
SECTION F — INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you the fees for the license(s), products, and services in the
Investment Summary per our Invoicing and Payment Policy, subject to Section F(2).
Invoice Disputes. If you believe any delivered product or service does not conform to the warranties in this
Agreement, you will provide us with written notice within fifteen (15) days of your receipt of the applicable
invoice. The written notice must contain sufficient detail of the issues you contend are in dispute. We will
provide a written response to you that will include either a justification of the invoice, an adjustment to
the invoice, or a proposal addressing the issues presented in your notice. We will work together as may be
necessary to develop an action plan that outlines reasonable steps to be taken by each of us to resolve any
issues presented in your notice. You may only withhold payment of the amount(s) actually in dispute until
we complete the action items outlined in the plan. If we are unable to complete the action items outlined
in the action plan because of your failure to complete the items agreed to be done by you, then you will
remit full payment of the invoice. We reserve the right to suspend delivery of all services, including
maintenance and support services, if you fail to pay an invoice not disputed as described above.
SECTION G— TERMINATION
For Cause. You may terminate this Agreement for cause in the event we don't cure, or create a mutually
agreeable action plan to address, a material breach of this Agreement within forty -five (45) days of
receiving a written notice of the alleged breach. You agree to comply with Section 1(3), Dispute Resolution,
prior to termination. In the event of termination for cause, you will pay us for all undisputed fees and
expenses related to the software, products, and /or services you have received, or we have incurred or
delivered, prior to the effective date of termination.
Lack of Appropriations. If you should not appropriate or otherwise make available funds sufficient to
purchase, lease, operate, or maintain the products or services set forth in this Agreement, you may
unilaterally terminate this Agreement upon thirty (30) days written notice to us. In the event of
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termination due to a lack of appropriations, you will pay us for all undisputed fees and expenses related to
the software, products, and /or services you have received, or we have incurred or delivered, prior to the
effective date of termination. You will not be entitled to a refund or offset of previously paid license and
other fees. You will not use a termination for lack of appropriations as a substitute for termination for
convenience.
3. Force Maieure. Either party has the right to terminate this Agreement if a Force Majeure event suspends
performance of scheduled tasks for a period of forty -five (45) days or more. in the event of termination
due to Force Majeure, you will pay us for all undisputed fees and expenses related to the software,
products, and /or services you have received, or we have incurred or delivered, prior to the effective date
of termination. You will not be entitled to a refund or offset of previously paid license and other fees.
SECTION H — INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 We will defend you against any third party claim(s) that the Tyler Software infringes that third party's
patent, copyright, or trademark, or misappropriates its trade secrets, and will pay the amount of any
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writing of the claim and give us sole control over its defense or settlement. You agree to provide us
with reasonable assistance, cooperation, and information in defending the claim at our expense.
1.2 Our obligations under this Section H(1) will not apply to the extent the cI -aim or advPrsP final hiclamPnt
is based on your: (a) use of a previous version of the Tyler Software and the claim would have been
avoided had you installed and used the current version of the Tyler Software; (b) combining the Tyler
Software with any product or device not provided, contemplated, or approved by us; (c) altering or
modifying the Tyler Software, including any modification by third parties at ynlir riirartinn nr nthPrWizP
permitted by you; (d) use of the Tyler Software in contradiction of this Agreement, including with non -
licensed third parties; or (e) willful infringement, including use of the Tyler Software after we notify
you to discontinue use due to such a claim.
1.3 If we receive information concerning an infringement or misappropriation claim related to the Tyler
Software, we may, at our expense and without obligation to do so, either: (a) procure for you the right
to continue its use; (b) modify it to make it non - infringing; or (c) replace it with a functional equivalent,
in which case you will stop running the allegedly infringing Tyler Software immediately.
1.4 If, as a result of an infringement or misappropriation claim, your use of the Tyler Software is enjoined
by a court of competent jurisdiction, in addition to paying any adverse final judgment (or settlement to
which we consent), we will, at our option, either: (a) procure the right to continue its use; (b) modify it
to make it non - infringing; (c) replace it with a functional equivalent; or (d) terminate your license and
refund the license fees nairl fnr the infringing Txiler rinft \A /nrp Thic cnrtinn nrnvirloc vnur avrh,cix /n
remedy for third party copyright, patent, or trademark infringement and trade secret misappropriation
claims.
2. Property Damage and Personal Injury Indemnification.
2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and against
any and all direct claims, losses, liabilities, damages, costs, and expenses (including reasonable
tyler
attorney's fees and costs) for personal injury or property damage to the extent caused by our
negligence or willful misconduct.
2.2 To the extent permitted by applicable law, you will indemnify and hold harmless us and our agents,
officials, and employees from and against any and all direct claims, losses, liabilities, damages, costs,
and expenses (including reasonable attorney's fees and costs) for personal injury or property damage
to the extent caused by your negligence or willful misconduct.
DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO THE
MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DISCLAIM ALL OTHER WARRANTIES
AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT NOT LIMITED TO,
ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR FITNESS FOR A
PARTICULAR PURPOSE.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT, OUR
LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER BASED ON A THEORY OF
CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO THE LESSER
OF (A) YOUR ACTUAL DIRECT DAMAGES OR (B) THE AMOUNTS PAID BY YOU UNDER THIS AGREEMENT.
THE PRICES SET FORTH IN THIS AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY.
THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO
SECTIONS H(1) AND H(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO
EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR CONSEQUENTIAL
DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement, we agree to maintain the
following levels of insurance: (a) Commercial General Liability of at least $1,000,000; (b) Automobile
Liability of at least $1,000,000; (c) Professional Liability of at least $1,000,000; and (d) Workers
Compensation complying with applicable statutory requirements. We will add you as an additional insured
and provide you with copies of certificates of insurance upon written request.
SECTION I — GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. You may purchase additional products and services at the rates set forth
in the Investment Summary for twelve (12) months from the Effective Date, and thereafter at our then -
current list price, by executing a mutually agreed addendum. The terms of this Agreement will control any
such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will be
valid for twelve (12) months from the Effective Date.
Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming aware
of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes, including, if
requested by either party, appointing a senior representative to meet and engage in good faith
negotiations with our appointed senior representative. Senior representatives will meet at your office
within thirty (30) days of the written dispute notice, unless otherwise agreed. All meetings and discussions
between senior representatives will be deemed confidential settlement discussions not subject to
disclosure under Federal Rule of Civil Procedure 408 or any similar applicable state rule. If we fail to
resolve the dispute, either of us may assert our respective rights and remedies in a Court of competent
jurisdiction. Nothing in this section shall prevent you or us from seeking necessary injunctive relief during
the dispute resolution procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation, sales,
use, or excise tax. If you are a tax - exempt entity, you agree to provide us with a tax - exempt certificate.
Otherwise, we will pay all applicable taxes to the proper authorities and you will reimburse us for such
taxes. If you have a valid direct -pay permit, you agree to provide us with a copy. For clarity, we are
responsible for paying our income taxes, both federal and state, as applicable, arising from our
performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for employment
Cnnce ruing the performance of our r�c'.°ipvnil b iii tie$ Ui�d2r L11 A ceiiieii t. This dis%r iiiiination prohibition
will apply to all matters of initial employment, tenure, and terms of employment, or otherwise with
respect to any matter directly or indirectly relating to employment concerning race, color, religion,
national origin, age, sex, sexual orientation, ancestry, disability that is unrelated to the individual's ability
to nPrfnrm the riiitiPC of a nartiriiiar ink nr nneitinn height n sigh+ marital status, political affiliation
._ i., ... .... ... ..... ,. ,.. .,. ,. r,... J__ — r,...,....,.., .....b.r6, vv ...g.. �, may ��u� oI Iuo, or puu L, affiliation fun.
We will post, where appropriate, all notices related to nondiscrimination as may be required by applicable
law.
6. E- Verify. We have complied, and will comply, with the E- Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification (Division for all' of our employees assigned to your project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior written
consent, not to be unreasonably withheld.
8. No Assignment. Neither party may assign this Agreement without the prior written consent of the other
party; provided, however, that your consent is not required in the event we have a change of control.
9. Force Maieure. Neither party will be liable for delays in performing its obligations under this Agreement to
the extent that the delay is caused by Force Majeure; provided, however, that within ten (10) business
days of the Force Majeure event, the party whose performance is delayed provides the other party with
written notice explaining the cause and extent thereof, as well as a request for a reasonable time
extension equal to the estimated duration of the Force Majeure event.
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you and us.
No third party will be deemed a beneficiary of this Agreement, and no third party will have the right to
make any claim or assert any right under this Agreement. This provision does not affect the rights of third
parties under any Third Party End User License Agreement(s).
11. Entire Agreement; Amendment. This Agreement represents the entire agreement between you and us
with respect to the subject matter hereof, and supersedes any prior agreements, understandings, and
representations, whether written, oral, expressed, implied, or statutory. This Agreement may only be
modified by a written amendment signed by an authorized representative of each party.
12. Severabilitv. If any term or provision of this Agreement is held invalid or unenforceable, the remainder of
this Agreement will be considered valid and enforceable to the fullest extent permitted by law.
1 tyler
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced by
either party, such non - enforcement will not act as or be deemed to act as a waiver or modification of this
Agreement, nor will such non - enforcement prevent such party from enforcing each and every term of this
Agreement thereafter.
14. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part of this Agreement must be in
writing and will be deemed delivered upon the earlier of the following: (a) actual receipt by the receiving
party; (b) upon receipt by sender of a certified mail, return receipt signed by an employee or agent of the
receiving party; (c) upon receipt by sender of proof of email delivery; or (d) if not actually received, five (5)
days after deposit with the United States Postal Service authorized mail center with proper postage
(certified mail, return receipt requested) affixed and addressed to the other party at the address set forth
on the signature page hereto or such other address as the party may have designated by proper notice.
The consequences for the failure to receive a notice due to improper notification by the intended receiving
party of a change in address will be borne by the intended receiving party.
16. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
17. Confidentiality. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that disclosure of such
information could violate rights to private individuals and entities, including the parties. Confidential
information is nonpublic information that a reasonable person would believe to be confidential and
includes, without limitation, personal identifying information (e.g., social security numbers) and trade
secrets, each as defined by applicable state law. Each party agrees that it will not disclose any confidential
information of the other party and further agrees to take all reasonable and appropriate action to prevent
such disclosure by its employees or agents. The confidentiality covenants contained herein will survive the
termination or cancellation of this Agreement. This obligation of confidentiality will not apply to
information that:
(a) is in the public domain, either at the time of disclosure or afterwards, except by breach of this
Agreement by a party or its employees or agents;
(b) a party can establish by reasonable proof was in that party's possession at the time of initial
disclosure;
(c) a party receives from a third party who has a right to disclose it to the receiving party; or
(d) is the subject of a legitimate disclosure request under the open records laws or similar applicable
public disclosure laws governing this Agreement; provided, however, that in the event you receive
an open records or other similar applicable request, you will give us prompt notice and otherwise
perform the functions required by applicable law.
18. Business License. In the event a local business license is required for us to perform services hereunder,
you will promptly notify us and provide us with the necessary paperwork and /or contact information so
that we may timely obtain such license.
19. Governing Law. This Agreement will be governed by and construed in accordance with the laws Texas,
without regard to its rules on conflicts of law.
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20. Multiple Originals and Signatures. This Agreement may be executed in multiple originals, any of which will
be independently treated as an original document. Any electronic, faxed, scanned, photocopied, or
similarly reproduced signature on this Agreement or any amendment hereto will be deemed an original
signature and will be fully enforceable as if an original signature.
21. Contract Documents. This Agreement includes the following exhibits:
Exhibit A Investment Summary
Exhibit B Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C Maintenance and Support Agreement
Schedule 1: Support Call Process
Exhibit D Statement of Work
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as of the
date(s) set forth below.
Tyler Technologies, Inc. City of Lake Elsinore, CA
Locai Government Division
By:
By:
Name:
Name:
Title:
Title:
Date:
Date:
Address for Notices:
Address for Notices:
Tyler Technologies, Inc.
City of Lake Elsinore, CA
5519 53`d Street
130 South Main Street
Lubbock, Texas 79414
Lake Elsinore, California 92530
Attention: Brett Cate
Attention: Jason Simpson
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10
Fxhihit A
Investment Summary
The following Investment Summary details the software, products, and services to be delivered by
Tyler Technologies, Inc. to the City of Lake Elsinore under your License and Services Agreement. This
Investment Summary is effective as of the Effective Date. Capitalized terms not otherwise defined
will have the meaning assigned to such terms in your License and Services Agreement.
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V
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Mologies
Investment Summary
The following Investment Summary details the software, products, and services to be delivered by
Tyler Technologies, Inc. to the City of Lake Elsinore under your License and Services Agreement. This
Investment Summary is effective as of the Effective Date. Capitalized terms not otherwise defined
will have the meaning assigned to such terms in your License and Services Agreement.
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Investment SLltiimary
Jason Simpson
City of Lake Elsinore, CA
Prepared for:
Contact Person:
Address:
Phone:
Exhibit 1
t
(Contract ID #
City of Lake Elsinore, CA
Jason Simpson Issue Date:
'130 South Main Street
Lake Elsinore, CA 92530 -4109
9516743124,00 Sales Rep:
jsimpson@lake-elsinore.org
Tax Exempt:
2014 -0276
10/28/14
K. Winget
Yes / No
Product, Service & Equipment
Upon
Execution
Upon
Delivery
As Agreed
Upon
As Progress
Occurs
Totals
Annual
Fees I
I Total Hosted (Online) Applications
I
I 400
(
400
(
Total Applications Software
36, 352
87,245
39,424
1 License Fees - INCODE Financial Suite
I
I
I zo
I
I —
1 i
License Fees - INCODE Personnel Management Suite
2,310
15,400
License Fees - INCODE Customer Relationship Managernent Suite
3,698
24,650
License Fees - INCODE Energov Product Suite
5,895
39,300
Liconse Fees - INCODE Document Managernent Suite
2,276
15,175
Less Discount -50%
(13,176)
(43,622)
(10,906)
(72,704)
(Total Professional Services
I implementation
I
I
I
(III 7a 2gp
1 74,250
1 (III
Project Management & Final Implementation
17,500
17,500
Data Conversion
55,320
55,320
Annual Services
Tyler On Demand - Tyler U
450
Totals I
16,176 (
44,U22
10,906
147,070 !
220,174
41,974
Please Note: Travel expenses will be billed as incurred.
Please Note: Incode Notification fees are not included in the totals above. See Incode Notification page for detail and billing schedule.
Software Licenses
Jason Simpson
City of Lake Elsinore, CA
October 28, 2014
Application Software
kFa
y
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CITY Hours License Fee Estimated Services Annual Fee
Incode Financial Management Suite
3,400
8
50,883
17,500
12,721
Core Financials
20,503
56
iG Workforce Server
1,750
8
(General Ledger, Budget Prep, Bank Recon, Accounts Payable)
15 3,750
2
Incode ContenttDocument Management Suite
15,175 2,000 3,794
CAFR Statement Builder
11,900
32
Standard Forms Package
1,650
Included
Positive Pay
2,530
Secure Signatures (includes 2 signatures)
1,100
Included
Purchasing
6,600
24
Output Director
3,850
8
Fixed Assets
3,300
16
Channel, Email Output Channel)
Project Accounting
6,050
12
Laserfiche Financial & Personnel Suite Interface
5,000
8
Incode Personnel Management Suite
15,400
15,500
6,622
Personnel Management
15,400
60
Employee Self Service (Number of FTE Employees)
84
32
N/C
(Employee Portal)
ESS Time & Attendance (Number of FTE Employees)
84
32
Incode Customer Relationship Management Suite
24,650
11,000
6,163
Cashiering
7,600
24
(Support CreditlDebit Cards via ETS, PCI Compliant)
Credit Card processing via Authorize.Net
2,750
Included
Work Orders
8,250
52
Miscellaneous Accounts Receivable
6,050
12
Energov Product Suite Up to 15 Users
Up to 15 Users
39,300
28,250
9,825
Permitting & Land Management
Permitting & Inspections
6,700
88
Object Management
2,000
8
E- Reviews Server
3,000
8
License & Regulatory Management
License Management
5,500
48
Customer Relationship Management
Code Enforcement 5,000 40
System Extensions
Customer Portal
Permitting & Inspections
3,400
8
Licensing
2,500
8
GIS Server
5,700
8
iG Workforce Server
1,750
8
iG Workforce Pad Apps (each)
15 3,750
2
Incode ContenttDocument Management Suite
15,175 2,000 3,794
Incode Printing and Reporting Solutions
Standard Forms Package
1,650
Included
(4 Overlays for Financials, 5 Overlays for CRM, 1 Logo)
Secure Signatures (includes 2 signatures)
1,100
Included
Output Director
Output Director
3,850
8
(Base Engine, Print Output Channel, Tyler Content Management Output
Channel, Email Output Channel)
Laserfiche Output Channel
3,575
Included
Laserfiche Financial & Personnel Suite Interface
5,000
8
Professional Services 17,500
Business Process Review 5,000
Final Implementation 40 5,000
Project Management 7,500
Incode Application Subtotal 286,673 822 145,408 74,250 39,124
Professional Services 40 17,500
Preferred Customer Discount (50 %) (72,704)
__.._._..___...._.._.-. __- ........._.__.___._.....__._ _._______. . ............ _ ................ __ ......... __.__.__..._....___ ..... ........_ _ ..
Application and System Software Total 72,704 91,750 39,124
Professional Services
Jason Simpson
City of Lake Elsinore, CA
October 28, 2014
;4.4. .'., Gi .fie:,
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- Basic Employee Information - employee master, address, primary contact, standard
dates (i.e. hire, birth, termination, leave), standard phones (work, home, cell), current
direct deposit, current position, retirement, employee deductions, employee taxes
- Current Year Leave Balances
- Current Year detailed employee pay history - paycheck earnings, earning
distribution, deductions and taxes OR current year quarterly summarized history
Permitting & Licensing
Estimated
Conversion Services
Programming Fee
Hours
Services Conversion Fee
Financial Applications
�
17,150
General Ledger
5,000
8
1,000
Chart of Accounts
11500
8
1,000
Budget
1,500
4
500
Accounts Payable
4,000
4
500
Vendor Master Info, address, primary contact
1099 Balances (current year)
1,500
8
1,000
Fixed Assets
2,150
8
1,000
- Assets information with improvements, totals only)
Project Accounting
2,500
8
1,000
Project Notes, Accounts (Open Projects Only)
Project Account Budgets (Open Projects Only)
39,820
124
15,500 55,320
Project Account Detail (Open Projects Only)
Personnel /Payroll Applications
9,200
Personnel Management/Payroll
5,200
32
4,000
- Basic Employee Information - employee master, address, primary contact, standard
dates (i.e. hire, birth, termination, leave), standard phones (work, home, cell), current
direct deposit, current position, retirement, employee deductions, employee taxes
- Current Year Leave Balances
- Current Year detailed employee pay history - paycheck earnings, earning
distribution, deductions and taxes OR current year quarterly summarized history
Permitting & Licensing
28,970
Permits & Inspections
4,235
8
1,000
- Permit Master (includes contacts & properties)
Contractors
1,500
4
500
Inspections
11500
8
1,000
Transactions
1,500
4
500
Licensing
4,235
8
1,000
- License Master (includes contacts & properties)
Transactions (2 years + current)
1,500
8
1,000
Accounts Receivable
3,250
4
500
- Master (includes contacts & properties)
Code Enforcement
3,250
20
2,500
- Incidents (includes property & contact info)
Conversion Services Total
39,820
124
15,500 55,320
Note:
Financial data conversion consists of current year only.
Hosted Applications
Jason Simpson
3 ty
City of Lake Elsinore, CA
October 28, 2014
Service QTY Charges Initial Year Annual Fee
Citizen Portal
One Time Setup Fee
Hardware Configuration
DNS registration
1 400 400
INCODE Building Projects Online Component
Monthly support/maintenancefee 100 /month 1,200 1,200
Display of project status
Display of projects for payment
Schedule /Re- Schedule inspections
Security -- SSL (Secure Socket Layer)
Payment Processing - Credit Card
• Payment packet is created to be
imported to Building Project System
NOTE: Customer pays $1.25 fee per transaction for payment on -line.
INCODE Business License Online Component
Monthly support/maintenance fee 100 /month 1,200 1,200
Display of license status
Display of license for payment
Security -- SSL (Secure Socket Layer)
Payment Processing - Credit Card
• Payment packet is created to be
imported to Business License System
NOTE. Customer pays $1.25 fee per transaction for payment on -line.
Hosted Applications Total 1 2,800 2,400
Tyler On Demand - Tyler U � P
Jason Simpson a. per
•.
Cay of Lake Elsinore, C A
October 28, 2014
Service Annual Fee
.Tyler.On.Demand - .Tyler,U
Tyler U Subscription 450
- E- learning courses available for all employees during the subscription period
Unlimited access to hundreds of e- learning courses spanning the entire suite of Tyler applications
- Unlimited access to on- demand Continuing Professional Education credit courses certified by NASBA standards
- Unlimited access to Government compliance courses such as HIPAA Compliance, Red Flag Rules, and Workplace Harassment Prevention
Available 24/7
New courses created continually
Tyler Technologies, Inc, is registered with the National Association of State Boards of Accountancy ( NASBA) as a sponsor of continuing
professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of
individual courses for CPE credit Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through
its website.: www.learningmarket.org
Tyler Online Training Center Total 450
w
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t y I e r
WEB SERVICES - INTERNET BASED PRODUCTS
SUBSCRIPTION AGREEMENT
THIS AGREEMENT is effective as of the date of acceptance set forth at the end hereof, and is by and
between Tyler Technologies, Inc., hereinafter referred to as "Tyler" and the party signing this agreement
as the "Subscriber'.
1. DEFINITIONS
Tyler Web Services Tyler Web Services are designed to enable Subscriber to easily establish a
presence on the Internet. Tyler Web Hosting and Design is composed of the Tyler Web Hosting and
Design Publishing Component and other miscellaneous components. These components may be
used independently or in conjunction with each other.
Tyler Building Projects On -Line The Tyler Building Projects On -Line Component allows the
Subscriber to make available certain information from their Tyler Building Projects System to
citizens with Internet access. This information is posted to Subscriber's web site, which is hosted
on Tyler's web server. With the proper security clearance, citizens with Internet access have access
to the data which can include: Building project status, inspection results, inspection scheduling and
the opportunity to pay their Building Projects over the Internet using a credit card.
Tyler Business License On -Line The Tyler Business License On -Line Component allows the
Subscriber to make available certain information from their Tyler Business License System to
citizens with Internet access. This information is posted to Subscriber's web site, which is hosted
on Tyler's web server. With the proper security clearance, citizens with Internet access have access
to the data which can include: Business License status, business license renewal and the
opportunity to pay their Business License over the Internet using a credit card.
2. AGREEMENTS
2.1. TERM. Subscriber must return an executed copy of this Agreement to Tyler within 90 days from
the issue date. Thereafter, the Agreement will be voided and is subject to change. Subject to
the limitations of this Section 1, and unless otherwise provided for in this Agreement, the term
of this Agreement shall commence as of the effective date and shall continue for three (3)
years. The term shall thereafter be automatically extended in separate consecutive periods of
twelve (12) months duration unless either party gives written notice to terminate. Notice to
terminate must provide at least sixty (60) day notice of said intent. In the event that the
Controc• ilk# 20.14 -0276 Page 1
Tyler Technologies, Inc. and the City of Lake Elsinore, CA
Subscriber fails to pay any amount payable to Tyler hereunder, when due, or fails to comply
with any other provision of this Agreement, Tyler may terminate the Subscriber's rights by
written notice to that effect to the Subscriber. Tyler may, by written notice to the Subscriber,
terminate its obligations under this Agreement in the event that Tyler, for whatever reason,
ceases to host Subscriber's Web Site. A termination of the Subscriber's rights under this
Agreement shall not terminate any of the parties' rights under this Agreement to receive or
hold amounts rightfully owing to the respective party pursuant to the terms of this agreement
or to enforce the intellectual and proprietary rights in the Tyler concept, web site, software,
and technology. Upon termination or non - renewal of this agreement, the parties shall each
promptly account for all due but unpaid amounts hereunder. If Subscriber wishes to terminate
before the stated term expires, Subscriber must give sixty (60) days written notice in order not
to incur termination costs of $600.00. Please also see section entitled "TERMINATION" in this
Agreement.
2.2. Nature of Web Site. Tyler shall maintain a web site accessible over the Internet, for Subscriber.
This web site shall contain both static: information pages, non - static interactive pages as well
as payment function pages. The web site shall allow a citizen with Internet access to view
relevant data provided by Subscriber. This data may include certain data elements frnm
Subscriber's Tyler Software System. This web site shall be equipped to accept payment of
amounts owed to Subscriber, via Secured Socket Layer (SSL) encryption and credit card or debit
card charge.
2.3. Data Procurement. Tyler must host the components ind services listed in the Investment
Summary of this Agreement. The Subscriber will be required to setup a merchant account with
Electronic Transaction System Corporation or authorized.net for the sole use of Tyler Web
Service transactions. The merchant account must be setup to fund to the Subscriber bank
account. All fees for the merchant account will be paid by Subscriber.
Subscriber will be required to install and run I yler Web Services in order for the Tyler On -Line
application to access and transfer the necessary data from the Subscriber's
- primary SOitbVare
system, to Tyler's web server. The transfer will occur on a real time basis. Additionally, certain
information, such as payment information, must be conveyed to Subscriber. Tyler will assume
responsibility for transferring such information back to Subscriber on a regular basis. Tyler Web
Services requires a dedicated IP address. Assignment of dedicated IP address is the sole
responsibility of Subscriber.
2.4. LICENSED SOFTWARE OWNERSHIP. Subscriber agrees that Tyler possesses exclusive title to and
ownership of the Tyler Software.
a. Subscriber agrees that Subscriber acquires neither ownership nor any other interest in the
Tyler Software, except for the right to use and oossess the TvIPr Software in accordance
with the terms and conditions of this Agreement.
b. All rights not expressly granted to Subscriber in this Agreement are retained by Tyler.
c. Subscriber agrees that Tyler Software including, but not limited to, systems designs,
programs in source and /or object code format, applications, techniques, ideas, and /or
know -how utilized and /or developed by Tyler are and shall remain the exclusive property
of Tyler. Subscriber agrees that the Tyler Software consists of Tyler's trade secrets. Tyler
shall retain all copyrights in the Tyler Software, whether published or unpublished.
Contract 11.)# 20.7. 4 -0216 Page 2
Tyler Technologies, Inc. and the City of Lake F_lsinore, CA
d. Tyler agrees that all data provided to Tyler for the purposes of generating the web site shall
remain the property of Subscriber. Should Subscriber terminate the Internet Services in
good standing and in accordance with the termination provisions of this Agreement, Tyler
agrees to return to Subscriber, all graphics, text documents, and data files held by Tyler.
2.5. Subscriber MEMBERSHIP FEES. For establishing new Tyler Web Services, the Subscriber shall
pay to Tyler the amounts as stated in the Investment Summary.
2.6. INSITE FEES. Tyler may increase the INSITE per- transaction fee for online payment no more
than once per year with prior written notice.
2.7. NOT ASSIGNABLE. The rights of the Subscriber under this Agreement are not assignable
without the prior written consent of Tyler. Any attempt to sublicense, assign, encumber or
transfer any of the rights, duties or obligations under this Agreement by the Subscriber is void.
Subject to the foregoing, this Agreement shall be binding upon and shall inure to the benefit
of the parties hereto and their respective permitted assigns and successors.
2.8. SOFTWARE MAINTENANCE. This SUBSCRIPTION AGREEMENT includes unlimited telephone
support, support by communication modem, and all software upgrades, enhancements and
new releases. Tyler reserves the right to change the functionality of future releases of its
software and Subscriber understands that Tyler is not obligated to include specific functionality
in future releases unless provided for herein.
2.9. PARTIAL INVALIDITY. Should any provision or clause of this Agreement be held to be invalid,
such invalidity shall not affect any other provision or clause hereof, which can be given effect
without such invalid provision or clause.
2.10. RESPONSIBILITY OF DATA. Tyler will assume responsibility for all data transfer, but not
responsible for data accuracy.
2.11. SITE REQUIREMENTS.
a. Subscriber shall maintain a high speed internet connection (1.5mbps download AND
512kbps upload) with a static IP address and must be able to provide Tyler with IP
connection to Subscriber's network through Citrix GotoAssist, VPN, Citrix, or Microsoft
Terminal Services. Tyler shall use the connection to assist with problem diagnosis and
resolution. Tyler is not responsible for purchase of VPN client software license or
configuration of Subscriber's firewall settings. No wireless Internet connections allowed.
b. Tyler shall provide Subscriber with remote support through the use of secure connection
over the Internet connection via Citrix GotoAssist. If Subscriber will not allow access
through GotoAssist, Tyler cannot guarantee support standards will be met.
2.12. PROPRIETARY INFORMATION.
a. Distribution of Tyler Software. Subscriber may not sell, assign, transfer, disclose, or
otherwise make available, either directly or indirectly, any object code, documentation or
other material relating to the Software, in whole or in part, or any copy of the same in any
form, to any other person or entity.
Contr(70 10# 20.1..4 -0276 Page 3
Tyler Technologies, Inc. and the City of Lake Elsinore, CA
b. Software as Trade Secret. Subscriber shall maintain the confidentiality of the Software and
unless specifically authorized by Tyler or except for ordinary and necessary backup
purposes, Subscriber may not make or have made any copies of the Software or any part
thereof. Subscriber shall include Tyler's proprietary notice or other legend on any copies
made by Subscriber as permitted hereunder.
2.13. WARRANTY DISCLAIMER LIMITATION ON LIABILITY Tyler warrants that the Software will
substantially conform to current specifications delivered by Tyler to Subscriber pursuant to this
Agreement, including Tyler's response to the Request for Proposal for six (6) months following
installation; provided, however, that Tyler's warranty hereunder shall not cover or apply to any
software or part thereof that is not developed or designed by Tyler. In the event that the
Software is found to be defective in such respect and Subscriber notifies Tyler in writing within
six (6) months after its receipt of the Software of any substantial non - conformity of the
Software with such specifications, Tyler's sole obligation under this warranty is to remedy such
defect within a reasonable time. THE FOREGOING WARRANTY IS EXCLUSIVE AND IS MADE IN
LIEU OF ALL OTHER WARRANTIES OR RFPRFSFNTATIONS, WHETHER. EXPRESS OR IMPLIED, IN
FACT OR IN LAW, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS
FOR A PARTICULAR PURPOSE. TYLER SHALL IN NO EVENT BE LIABLE FOR DAMAGES THAT
EXCEED THE AMIUUN 1 OF I HL CHARGES PAID BY SUBSCRIBER HEREUNDER FOR THE
DEVELOPMENT AND LICENSE OF THE SOFTWARE. IN NO EVENT SHALL TYLER BE LIABLE FOR
SPECIAL, INCIDENTAL, EXEMPLARY, INDIRECT OR CONSEQUENTIAL DAMAGES OR FOR LOSS OF
PROFITS, REVENUES OR DATA, EVEN IF TYLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES.
2.14. HOLD HARMLESS. Subscriber agrees that it will hold Tyler harmless against any claims,
damages, liabilities, costs and expenses, including reasonable attorneys' fees, arising out of or
relating to
a. Subscriber's failure to implement any corrections, improvements and new releases relating
in the SnfrWarp nr any nart thorr�nf
b. Subscriber's unauthorized alterations to or use of the Software, or
c. Subscriber's breach of any of its obligations to maintain the confidentiality of the Software
or Subscriber's unauthorized copying thereof.
2.15. TERMINATION. This Agreement or any license referenced hereunder may be terminated by
Tyler upon written notice to Subscriber if Subscriber performs any breach of the terms of this
Agreement. At the date of termination of this Agreement, Subscriber shall promptly return to
Tyler any Software, related documentation, materials and other property of Tyler then in its
possession, and any copies thereof wherever located. Notwithstanding the foregoing, all
provisions hereof relating to confidentiality of the Software shall survive the termination of this
Agreement.
2.16. GENERAL.
a. This Agreement shall be governed by the laws of Subscriber's state of domicile and
constitutes the entire Agreement between the parties hereto with respect to the Software
described herein, and shall supersede all previous or contemporaneous negotiations,
commitments and writings with respect to the matters set forth herein.
iontroct 4)f #20.:14 -0276
Page 4
Tyler Technologies, Inc. and the City of fake Elsinore, CA
b. All acceptances by Tyler of purchase orders and all sales by Tyler are expressly limited to
and made on the basis of the terms and conditions set forth herein, notwithstanding
receipt or acknowledgment of Subscriber's order forms or specifications containing
additional or different provisions, or conflicting oral representations by an agent,
representative or employee of Tyler. Any such additional or different terms are hereby
objected to. All acceptances by Tyler are expressly conditional on Subscriber's assent to
the additional or different terms and conditions set forth in this Agreement. If these terms
and conditions are not acceptable, Subscriber should notify Tyler at once.
Co; trryct /0# 10.14 -0176 Page 5
Tyler Technologies, Inc. and the City of Lake Elsinore, CA
Tyler Technologies, Inc. will provide you with the software, products, and services set forth in the
Investment Summary of your License and Services Agreement. Capitalized terms not otherwise defined
will have the meaning assigned to such terms in your License and Services Agreement.
Invoicing: We will invoice you for the applicable license fees, products, and services in the Investment
c,ijmmFlr\/ AC Cot forth hIMA/ Vni lr rihtc to ricnto om, noro ofor +, in yvur I is ci$e and Ca ce, a + acl 1-1 v1%_ca
Agreement.
1. Tyler Software.
1; _r___. is _t.. .. _� _i_n_ i_�
s..i uceir3C rCCJ. LILerIJC ICCJ dre invoiced as follows: faf LS �o on the tTTPCTIVP IIATP' Ihl fill% nn
the date when we make the applicable Tyler Software available to you for downloading (the
"Available Download Date "); and (c) 15% on the earlier of first use of the Tyler Software in
live production or (180) days after the Available Download Date.
1.2 Maintenance and Support Fees: Maintenance and support fees are waived through the
earlier of (a) ninety (90) days after use of the Tyler Software in live production; or (b) one
hundred eighty (180) days after the Available Download Date, Subsequent maintenance
and support fees, at Tyler's then - current rates, are invoiced annually in advance on the
anniversary of that earlier -of date.
2. Professional Services
2.1 Implementation and Other Professional Services (including training): Implementation and
other professional services (including training) are billed at hourly rates and invoiced as
delivered.
2.2 Requested Modifications to the Tyler Software: Requested modifications to Tyler Software
are invoiced 50% upon delivery of specifications and 50% upon delivery of the applicable
modification. You must report any failure of the modification to conform to the
specifications within thirty (30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30 -day window has passed.
I J. Third Party n roduc s.
3.1 Third Party Software License Fees: License fees for Third Party Software are invoiced when
we make it available to you for downloading.
3.2 Third Party Software Maintenance: The first year maintenance for the Third Party Software
is invoiced when we make it available to you for downloading.
3.3 Third Party Hardware: Third Party Hardware costs are invoiced upon delivery.
tyler
1
EXHIBIT B
Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses will be billed as incurred and only in accordance with our then - current Business Travel
Policy, plus a 10% travel agency processing fee. Our current Business Travel Policy is attached to
this Exhibit B at Schedule 1. Copies of receipts will be provided on an exception basis for an
administrative fee. Receipts for mileage or miscellaneous items less than twenty -five dollars are
not available.
Payment. Payment for undisputed invoices is due within forty -five (45) days of the invoice date.
Maintenance and support fees are due on each anniversary of the Available Download Date. We prefer
to receive payments electronically. Our electronic payment information is:
Bank: Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
ABA: 121000248
Account: 4124302472
Beneficiary: Tyler Technologies, Inc. —Operating
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Business Travel Policy
1. Air Travel
A. Reservations & Tickets
Exhibit B
Schedule 1
Tyler's Travel Management Company (TMC) will provide an employee with a direct flight within
two hours before or aftertbe requested .J.,....r +��v.. +:,.. _ ............:..... +1— fl:_L. ..I_ -_ --1-1 . --
�..v ��v.e�.� ..�.�v�... v1 after u1e requested UCPCII LAIC LII IIC, QJJUI I III IS LI ICIL II18'1IL UUCJ floc dUU lflore
than three hours to the employee's total trip duration and the fare is within $100 (each way) of
the lowest logical fare. If a net savings of $200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee's total trip duration, the connecting flight
Should Ii accepted.
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two (2) weeks in advance of commitments. A seven day advance booking requirement is
mandatory. When booking less than seven days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is scheduled to
exceed six hours, only economv or coach class seating is reimbursable,
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five days = one checked bag
• Six or more days = two checked bags
Baggage fees for sports equipment are not reimbursable.
2. Ground Transportation
A. Private Automobile
Mileage Allowance — Business use of an employee's private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved 1
Exhibit B
Schpdulp 1
B. Rental Car
Employees are authorized to rent cars only in conjunction with airtravel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a "mid- size" or "intermediate" car. "Full" size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15 -18 %) are reimbursable. In the case of a free hotel shuttle to
the airport, tips are included in the per diem rates and will not be reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used. For
extended trips that would result in excessive parking charges, public transportation to /from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3. Lodging
Tyler's TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel, the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
"No shows" or cancellation fees are not reimbursable if the employee does not comply with the
hotel's cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status are in accordance with the federal
per diem rates published by the General Services Administration. Incidental expenses include tips
to maids, hotel staff, and shuttle drivers and other minor travel expenses. Per diem rates are
available at www.gsa.gov/perdiem.
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved
Exhibit B
Schedule 1
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon Lunch and dinner
Depart after 12:00 noon Dinner
Return Day
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and lunch
Return after 7:00 p.m.* Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner
The reimbursement rates for individual meals are calculated as a percentage of the full day per
diem as follows:
• Breakfast 15%
• Lunch 25%
• Dinner 60%
B. Same Day Travel
Employees traveling -at least -100 rniles to a site and returning in the same day are eligible to claim
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner
5. Internet Access —Hotels and Airports
Employees who travel may need to access their e -mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible.
If an employee's hotel charges for internet access it is reimbursable up to $10.00 per day. Charges
for internet access at airports are not reimbursable.
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved 3
EXHIBIT C
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V*01
Maintenance and Support Agreement
Tyler Technologies, Inc. will provide you with the following maintenance and support services for the
Tyler Software licensed to you. Capitalized terms not otherwise defined will have the meaning assigned
to such terms in your License and Services Agreement.
Term. We provide maintenance and support services on an annual basis. The initial term
commences on the earlier of (a) ninety (90) days after use of Tyler Software in live production; or (b)
one hundred eighty (180) days from the date when we make the applicable Tyler Software available
to you for downloading (the "Available Download Date ") and remains in effect for one (1) year. The
term will renew automatically for additional one (1) year terms unless terminated in writing by
either party at least thirty (30) days prior to the end of the then - current term.
Maintenance and Support Fees. Your initial maintenance and support fees for the Tyler Software
licensed to you are listed in the Investment Summary of your Agreement. Those amounts are
payable in accordance with our Invoicing and Payment Policy. We reserve the right to suspend
maintenance and support services if you fail to pay undisputed maintenance and support fees within
sixty (60) days of the due date. We will reinstate maintenance and support services only if you pay
all past due maintenance and support fees, including all fees for the periods during which services
were suspended.
3. Maintenance and Support Services. As long as you are trained on the Tyler Software, and timely pay
your maintenance and support fees, we will, consistent with our then - current Support Call Process:
3.1 perform our maintenance and support obligations in a professional, good, and workmanlike
manner, consistent with industry standards, to conform the Tyler Software to the warranty set
forth in your Agreement; provided, however, that if you modify the Tyler Software without our
consent, our obligation to provide maintenance and support services on and warrant the Tyler
Software will be void;
3.2 provide telephone support during our established support hours;
3.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software in order to provide maintenance and support services;
3.4 provide you with a copy of all releases to the Tyler Software (including updates and
enhancements) that we make generally available without additional charge to customers who
have a maintenance and support agreement in effect; and
3.5 support prior releases of the Tyler Software in accordance with our then - current release life
cycle policy.
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4, Client Responsibilities. We will use all reasonable efforts to perform any maintenance and support
services remotely. Currently, we use a third -party secure unattended connectivity tool called
Romgar, as well as GotoAssist by Citrix. Therefore, you agree to maintain a high -speed internet
connection capable of connecting us to your PCs and server(s). you agree to provide us with a login
account and local administrative privileges as we may reasonably require to perform remote
services. We will, at our option, use the secure connection to assist with proper diagnosis and
resolution, subject to any reasonably applicable security protocols. if we can't resolve a support
issue remotely, we may be required to provide onsite services. in such event, you agree to provide
us with full and free access to the Tyler Software, working space, adequate facilities within a
reasonable distance from the equipment, and use of machines, attachments, features, or other
equipment reasonably necessary for us to provide the maintenance and support services, all at no
charge to us. We strongly recommend that you also maintain a VPN for backup connectivity
purposes.
5. Excluded Services. Maintenance and support fees do not include fees for the following services- (a)
initial installation nr
- implementation of the tyier M onsite main 1 �1enu=a^e and
support
(unless Tyler cannot remotely correct a defect in the Tyler Software); (c) application design; (d)
other consulting services: (e) maintenance and sunnort of an nnaratina cvctarr, nr harrl\niara•
support outside our normal business hours as listed in our then - current Support Call Process; or (g)
installation, training services, or third party product costs related to a new release. Requested
maintenance and support services beyond those outlined in this section will be billed to you at our
then current rates. We do not guarantee resolution of a Defect in a version of the Tyler Software
Products older than one version behind the then- current release. We reserve the right to decline
support calls from users who have not received the required training on the Tyler Software.
6. Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to
this Exhibit C at Schedule 1.
,.<
2
Exhibit C
Schedule 1
ty er
hnologies
Incode Customer Support
1 About Incode Customer Support
Support Availability
Incode Customer Support Monday - Friday 7 a.m. to 7 p.m. (Central)
Tyler Public Safety Support Monday - Friday 7 a.m. to 7 p.m. (Central)
Incode Customer Support consists of four functional areas:
• Financial Modules — General Ledger, Accounts Payable, Payroll, Fixed Assets, Budgeting, Check Reconciliation, etc.
• CIS /CRM Modules — CIS includes Utility Billing, Cash Collections, Handhelds, and Service Orders; CRM includes
Accounts Receivable, Business License, Building Projects, Call Center, Cemetery Records, and Sales Tax.
• Court Case Management
• Tyler Public Safety (TPS)
Each functional area consists of four levels of personnel: (1) Front line Customer Support Representatives are assisted by (2) Advisors
— senior representatives — and both are managed by (3) Team Leaders. These Team Leaders report to the (4) Support Group Managers.
2 Contacting Incode Customer Support
Incode Customer Support can be contacted by
1. Email — Great for low priority and project -type issues
2. Chat — Useful for quick help and allows you to do other tasks while we resolve your issue
3. Internet — Best for low priority and project -type issues
4. Telephone — Great for complex questions
2.1 Email Support at Incode.Supportk!11ertech.com
1. From any Incode window, click Help on the menu bar and select Support > Email to open an email message with this
address. The email message must contain the following information:
• Area of support (use the list above as a reference for functional areas)
• Question
• Priority
• Priority I
— Critical (system is currently down)
• Priority 2
— High (need immediate assistance)
• Priority 3 —
Medium (respond within one day)
• Priority 4 —
Non - critical
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved 1
Exhibit C
Schedule 1
• Your contact inforn;ation
• Screen prints or attachments (as necessar'y')
2. Your email will be received and logged by Incode Support, and an incident number will be assigned. You will receive an
email reply fi•om Incode Support with the incident number.
2.2 Chat witli a Support representative online at www.lyiertech.com.
Log in to tylertech.com and click Client Support > Incode > Live Support to chat with a Support team member via instant message.
Just click on the area of support needed and follow the prompts.
2.3 Create a Support incident online at www. lertecli.com.
Log in to tylertech.com and click Online Support Incidents > Enter Online Support Incidents > Add a new support incident,
Follow the prompts to log a new incident with Incode Support. You will receive an incident number after you click Submit.
2.4 Call Support toll-free at 1- 800-646 -2633.
® Press I for Support
® Press i for Incode Support (Financials, Cash Collections, Utility Billing, Citizen Services, and Municipal Court)
• Press 1 for Financials
• Press 2 for Cash Collections
• Press 3 for Utility Billing
• Press 4 for Citizen Services
o Press 5 for Municipal Court
• Press 2 for Tyler Public Safety
• Press 3 for Imaging Support ( Tvler Content Manager)
• Press 4 for Version 10 Support (V,X Financials, V.X CRM, and V.X Court)
• Press 1 for V.X Financials Support
• Press 2 for V.X CRM Support (Cashiering and Utility Billing)
• Press 3 for V.X Court
• Press 0 for an Operator
® Press 2 for an Existing Incident
The average hold time is approximately 5 minutes. This time may increase at critical times such as fiscal year end, quarter end, and
calendar year end due to the volume of calls received.
3 Incident Management and Escalation
Incode Support takes great pride in serving our clients and being responsive to support issues. Exceeding our clients' expectations is
our constant goal. We closely monitor all support metrics and report them to Executive Management on a weekly basis. In addition,
our Support Team Leaders monitor Support response and resolution times on a daily basis.
There may be times when support incidents need more attention or a faster response. We encourage our clients to communicate the
level of urgency or priority of support issues so that we can respond to incidents appropriately. A support incident can be escalated by
any of the following methods:
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved 2
Exhibit C
Schedule 1
1. Use any of the support channels mentioned in the "Contacting Incode Customer Support" section above to request an
escalation.
2. Access the client support portal at www. lertech.com.
a. Click Online Support Incidents.
b. In the incident grid, click the incident you need to escalate to open it.
c. Mark the Escalate the priority of this incident checkbox at the bottom of the incident detail page. This sends an
email notifying the Support team to escalate the incident.
3. Alternatively, you can escalate the support incident through the management channels outlined below.
Incode Financials
Cathy Curtis
Team Leader
806.791.8251
._.._ ....... ._--------- —_
V.XFinancials ,
_ _ .._
Michele Nickerson
Financial Support anagei 1-1111-1-111-11
207.356.9348
._ _ _ __.
Incode CIS /CRM
Steve Roberts
Team _.. Leader
806.7918247
........... ........
V.X CRM i
Audrey Salazar
I Technical Lead
806.791 8258
,ourt /Tyler Public Safety ¢
Rita Ewings
Court /TPS Support Manager
........ ...
806.791.8237
..... ......
V.X Court j
Amanda Hogan
Team Leader
806.791 8265
Public Safety
David Watson
Team Leader
806.791 8228
Property Tax
Heidi Thompson
Operations Manager
806.791.8249 � 8249
_....
Software Support
Michele Nickerson
....
Financial Support Manager
207.356.9348
Technical Support
Michael Lao
Technical Services Support
806.791.8231
Manager
........
Installs and Upgrades
Michael Hoffinann
Technical Services Deployment
806.791.8230
Manager
_ Support i
_ Bryan Thompson
Director of Support 1-806.7
91 8226
Executive Management ;
Dane Womble
Chief Operating Officer
806.791.8220
Please do not hesitate to use any of these escalation methods so that we may better serve you.
4 Additional Resources on
• Click Online Support Incidents to look up ALL previous requests made by your site (regardless of how the
request was submitted).
• Access the Tyler Community and hover over the Incode menu button to expand the dropdown. Select the
appropriate software suite (Financials, CIS /CRM, Court, TPS, etc.).
• The Search feature allows you to look for content on certain topics or to answer specific questions.
• The Blog highlights helpful tips and tricks and other valuable information related to your software.
• The Library includes documents covering a wide range of topics (e.g., release notes, tax preparation
documents, Connect documents).
• The Wiki contains FAQs and additional help content.
• The Forum provides an area where you can ask a question of our staff or of other Tyler Community
members. This is a great way to share information, get the opinion of fellow Tyler clients, and have
questions answered quickly.
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved 3
a; t
Exhibit C
Schedule 1
Tyler Holiday Schedule
Tyler observes many of the same holidays our clients do. In order to allow our staff time away from work our offices will be closed
on the holidays listed below. There will be no support coverage on these days.
New Year's Day
Thanksgiving Day
Memorial Day
Day after Thanksgiving
Independence Day
Christmas Eve
Labor Day
Christmas Day
Copyright 2014 Tyler Technologies, Inc.
All Rights Reserved 4
Exhibit D
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Statement of Work
Software and Implementation Services
Prepared for
City of Lake Elsinore, CA
Prepared by:
Tyler Technologies, Inc.
www.tylertechnologies.com
October 22, 2014
4".``'
Tyler Technologies Statement of Work
Table of Contents
PROJECT SCOFER, S1 Iy@MARY
............... —.~.—........ --..^.------------..--.---..------
DATACONVERSION ......................................... —~.---~...._----------.--.-----------'
INVOICING AND CLIENT SIGN0FF3----------------------------------------5
KEY PROJECT ASSUMPTIONS ................................................. --------------------------5
OUTOF SCOPE ................................... --------------------------------------
RISK / MITIGATION STRATEGY .—..--..--...--...—...--.--.----~--..------..--..-7
UNAVAILABILITY/INCOMPATIBILITY op STAFF --------------------------------------�7
CuomSrApowxvmLAnmY ------ ---------------------------------_----'
ScopCxxmess--------------------------------------------------�
ACTIVITYFocus ................................................................... ................. ...................................................................
|mcoMpLErLasxcr|mzxwCsoocowsmrmiom-----------------------------------�8
Ac*/svxuLE GOALS -------------------------------------------------
TECHNOLOGY AGE -------------------------------------------------'D
CRITICAL SUCCESS FACTORS ...—...--...—~..------.---.------..--.---..--...--...
FUTURE AMENDMENTS TO SCOPE ................................... —.---..-------------------~~--.g
PROJECT MANAGEMENT ^------^^--^---~--~------------------------~^—^~g
u|AFF|N6-- ..................... ------------------------------------------'
pR0]ECTSCHEDULE ...... ........................ .............................. .............................................................................
DEVELOPMENTTOOLS ...........................................................................................................................................
DOCUMENTATION ' ^--~^^--^---^—~^^--~^---^----------^---------.----.—.1O
TYLER-PROVIDED DOCUMENTATION ..................................................................... — ....................................................
10
CusmT-PnomosnoocumswrArum
. _______________________________----------�10
��VV/QT4�H�ENTSU�n�� —^--^~--'^^-------^^^^---^^~—'--^—~~^-11��������
JON/AttochmontA—(Somyk� Work Acknowledgement Form .............................. ........................................
22
8]N/AttachmentB—(Sump&e) Change order Form ... .......................... .........................................................
22
SOW Attachment C' Hardware ISoftwore Requirements ...............................................................................
22
SON/AtmchmeotE—ConveaionDe tail .................................................................. -------------�22
ATTACHMENTS
Tyler Technologies Statement of Work
PROJECT SCOPE & SUMMARY
The software and services purchased are outlined in the Investment Summary Section of the Agreement.
Any standard interfaces purchased are listed in the Investment Summary section of the Agreement and detailed in
SOW Attachment D — Standard Interfaces. It is important for the Client to read the portion of the Attachment
related to each interface purchased to understand its full functionality.
Data conversion services and other professional services hours included in the Investment summary are estimates.
Additional analysis will be performed during the Assess & Define stage to provide definitive pricing.
(ver.7 /15/13) Page 3
Tyler Technologies Statement of Work
(ver.7 /15/13) Page 4
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Tyler Technologies Statement of Work
(ver.7 /15/13) Page 4
Tyler Technologies Statement of Work
Each stage, as established above, is designed to provide a point at which a full review of the stage objectives
is assessed for completeness. When a stage is complete, a Work - Acknowledgement Form (see SOW
Attachment A- (Sample) Work Acknowledgement Form) is completed and signed by the Client signifying
acceptance of that stage and the beginning of the next stage. Each stage is dependent on the results of the
previous stage and therefore, each stage of the methodology cannot begin until the previous stage is
completed and approved.
DATA CONVERSION
The goal of the data conversion process is to transfer information from one or more legacy systems into the
Tyler system in an accurate and verifiable manner. Verification of the data conversion consists of comparing
the on screen data elements and management reports of each system. As such, very little is done in the
conversion process to "fix" the data. Inconsistencies or corruption in the original data will carry over to the
new system —these issues should be identified and resolved by the Client before final data conversion on the
legacy system(s) or shortly after "going live" on the Tyler system.
Attachment E — Conversion Detail of this document provides detailed information on Data Conversion if
conversion is included in your Investment Summary.
INVOICING AND CLIENT SIGNOFFS
Tyler invoicing and payment terms are detailed in the Payment Terms section of the Agreement. In addition
to responsibility for the payment of all invoicing outlined in the Agreement, Client is responsible for signing
off on the hours consumed in accordance with project requirements. An approved Change Order is required
if additional hours are needed or scope is changed.
KEY PROJECT ASSUMPTIONS
• Client and Tyler shall review their responsibilities before work begins to ensure that Services can
be satisfactorily completed.
• Client will provide Tyler with access to its equipment, systems, and personnel to the extent
needed to complete the defined Services.
• Client will provide work space for Tyler Services for work completed on Client premises.
• Tyler shall initially implement the most current version of the Tyler software at the time of the contract
signing. During the implementation Tyler will provide newer releases of the software that meet or
exceed the version available at contract signing. After Go -Live, the Client is responsible for installing
newer releases. Release notes are provided for all new versions.
• Client will maintain primary responsibility for the scheduling of Client employees and facilities in
support of project activities.
• Client shall provide Tyler with network access for remote installation and testing through industry
standards such as Virtual Private Network (VPN) or other secure access methods.
• Client will allow users to access the following websites to ensure adequate access to Support resources:
■ help.tyleru.com
■ tyleru.com
■ tylertech.com
■ tylercommunity.tylertech.com
• Client will provide /purchase /acquire the appropriate hardware, software and infrastructure assets to
support all purchased Tyler software products in both support /testing and production environments.
• Client is responsible for proper site preparation, hardware, software and network
configuration in accordance with Tyler specifications.
• Client has, or will provide, access licenses and documentation of existing system to any 3`d
party system software which Tyler will be required to read, write or exchange data.
(ver.7/15/13) Page 5
Tyler Technologies Statement of Mork
Client has, or will provide, a development /testing environment for data conversion and
interface testing as they are developed by Tyler.
Tyler shall be responsible for implementing a functioning version of the application software (assuming
Client has installed the proper hardware, software, and networking devices).
Tyler will provide Client with status reports that outline the tasks completed. Tyler will also provide
details regarding the upcoming tasks that need to be completed during the coming weeks, the
resources needed (from Client) to complete the tasks, a current or updated version of the project plan,
and a listing of any issues that may be placing the project at risk (e.g., issues that may delay the project
or jeopardize one or more of the production dates) as needed.
OUT OF SCOFF
a Tyler software is sold as COTS (commercial off the shelf) software. Any custom development such as;
changes to source code, additional interface development, legacy or other imports are not within the
scope of this agreement:
Custom Programming - Tyler products will be implemented "off the shelf" without
customization, except as purchased and then detailed in Attachment F- Customizations. Any
arir'litinnal ri 1ctnmi7ntinnc iflontifinrl r',r .*4 , N1 k-..,. +..
--- -I I.— �� .—II �u�„����4u v� 11a cU vv I Uc l{UVLCU as ICLlUCDLCU. U IICJJ UL WrWISe
agreed, these customizations will be designed, developed, implemented, and tested during the
Final Implementation phase ( "post go live "). If there are no customizations in the Agreement,
there will not be an Attachment F to this document.
Custom Modifications - Custom modifications are changes to the functionality of existing Tyler
software products. These changes may involve the addition of new fields to a screen, the
enhancement or automation of a process, or the creation of a new module. Software
modifications are not within the scope of this agreement except as detailed in Attachment F-
Customizations. If there are no customizations to the software, there will be no Attachment F to
this document.
Tyler will make every effort to design custom modifications so that they can be leveraged by
more than just one Client. This focus will affect the approach to designing, developing, and
deploying new functionality so that we may benefit the largest population of users possible.
Custom interfaces — Custom interfaces involve the development of a standard, repeatable
process for transferring information into or out of the Tyler software. These interfaces may take
the form of a user - initiated import /export program, an API, or a web service. There are no
custom interfaces included in the scope of the agreement unless detailed in Attachment F-
Customizations.
Custom Reports — Custom Reports involve the development of new reports that are not offered
as part of the standard reporting package and modifications to existing reports. There are no
custom reports included in the scope of the agreement unless detailed in Attachment F-
Customizations.
• Resource hours that extend scope. (Additional hours must be approved through a Change Order.)
• Any undocumented requirements. Undocumented requirements include requirements not specified in
this Statement of Work and associated attachments.
Post System Acknowledgement Configuration. System Acknowledgement requirements are met at the
completion of End User Training and User Acceptance Testing stage. Any changes requested of the
Tyler implementation team to alter the configuration, post acknowledgement of these milestones, must
be documented through a Change Order and may incur additional costs. Client may have access to
(ver.7 /15/13) Page 6
Tyler Technologies Statement of Work
built -in configuration tools, so, when available, is free to reconfigure or create new configuration as
required or desired. If assistance using these tools is required, additional change orders may apply.
RISK / MITIGATION STRATEGY
Unavailability /Incompatibility of Staff
Risk: Tyler recognizes that individuals assigned to projects may become unavailable due to various
causes. Further, Tyler recognizes that individuals sometimes clash for reasons of incompatibility. Tyler
schedules team members based on all the projects to which those individuals are assigned. Unavailability
may occur due to unforeseen circumstances such as family matters or the employee's departure from
Tyler employment. Incompatibility creates intolerance in project objectives and tasks and creates
unnecessary delays and can lead to project failure if not corrected.
Mitigation: In the event a Tyler project member is determined to be unavailable, a Tyler manager will
consult with Client on alternatives such as a temporary replacement or substitute of the person. Likewise
a similar response is expected from the Client if their team member is unavailable.
Incompatibility is addressed first through attempts to resolve the compatibility issues between
individuals. Failing resolution, team members must be replaced. In the event a Tyler team member is
determined to be incompatible, Tyler will replace with a new team member and provide time to orient to
the project before assuming their respective responsibilities.
Client Staff unavailability
Risk: Delays in the project timeline will occur if appropriate Client staff is unavailable to meet with or
respond to Tyler for timely decisions and or directions.
Mitigation: Client should ensure that staff assigned to this project is given sufficient priority and authority
to work with Tyler while completing other Client responsibilities in a timely fashion. Decisions must be
made in hours and days, not weeks.
Scope Changes
Risk: Poorly defined projects always take longer than expected or cost more than expected because of
poorly defined scope at the beginning of the project.
Mitigation: Both parties must ensure that the scope of the project is well stated and completely defined
to the best of each party's knowledge. Functional requirements should be reviewed carefully to ensure
completeness. Change Orders are required to document any subsequent impact on schedule and /or
costs.
Activity Focus
Risk: Activity Focus is the risk that minor activities consume time that should otherwise be dedicated to
major activities of the project, with the end result of time and /or costs overrunning budget. This risk is
sometimes associated with efforts that lead to scope changes. Examples include meetings of little
substance or that go longer than they need, or time consumed investigating undocumented functionality
or other activities not in scope.
Mitigation: Project Managers for both Parties must guard themselves to avoid focus drift by ensuring the
focus is squarely on meeting deadlines, services, and configuration requirements of the implementation
as planned and documented in the planning, assessment and definition stages.
(ver.7 /15/13) Page 7
Tyler Technologies Statement of Work
Risk; During The project certain third party documentation will he required for such tasks ass interface
development and import of legacy data and others.
Mitigation: Client should ensure that APIs, specific documentation, or file specifications for interfacing to
other systems is available to Tyler and that legacy data imports are known in advance of need.
Achievable Goals
Risk: The expectations of this project are set too high or are not explicit or clear to Client Staff and thus
not communicated to Tyler through Functional Requirements and clearly stated scope.
Mitigation: The parties must ensure, through the Contract and Task Orders, that the goals of the project
are explicit, well defined and attainable, and that both parties have "signed off' on the requirements.
Technology Age
�� o
Risk: This risk is highly dependent on the choice of Tyler products and whether the Client is hosting any of
those products. If the Client will be hosting its own servers, the technology utilized should be robust to
enough to meet the Client's needs for several years into the future. Technology that barely meets
minimum renuiramantt tnriav Will he inci iffiripnt ac the cvctPm anal its needs grow.
Mitigation: Tyler will assist Client in determining optimal technology and plans to guard against pre-
mature obsolescence.
In order to successfully execute the services described herein, there are several critical success factors for the
project that must be closely monitored. These factors are critical in setting expectations between the Client
and Tyler, identifying and monitoring project risks, and promoting strong project communication.
® Knowledge Transfer - While Tyler cannot guarantee specific expertise for Client staff as a result of
participating in the project, Tyler shall make reasonable efforts to transfer knowledge to the Client. It
is critical that Client personnel participate in the analysis, configuration and deployment of the Tyler
software in order to ensure success and to transfer knowledge across the organization. After
completion of the production phase, the Client will be responsible for administering the configuration
and introduction of new processes in the Tyler system.
Dedicated Client Participation — Tyler fully understands that Client staff members have daily
responsibilities that shall compete with the amount of time that can be dedicated to the Tyler
implementation project. However, it is critical that the Client understands and acknowledges that its
staff must be actively involved throughout the entire duration of the project as defined in the Project
Plan. Tyler shall communicate any insufficient participation of Client and Tyler resources, as well as
the corresponding impact(s), through Project Status Reports.
a Acknowledgement Process — Acknowledgment must be based on criteria. The objectives and tasks of
each stage of a project provide the basic criteria by which to judge acceptance of a stage is to be
granted. Within each stage additional criteria will be developed by team members on which to judge
future stages. For example, User Acceptance Testing will be based on criteria developed in earlier
stages.
As resources are consumed, Tyler shall provide the Client with a Work Acknowledgement Form (see
Attachment A- (Sample) Work Acknowledgement Form) to formalize receipt. The Work
(ver. 7/15/13) 1 Page 8
Tyler Technologies Statement of Work
Acknowledgment Form is subsequently signed by the appropriate Client stakeholder(s), and faxed or
emailed to Tyler. Timely and honest acceptance is required to maintain project momentum. Failure
to properly establish acceptance criteria or failure to accept a properly completed stage will cause
delays in the project.
In an effort to ensure quality and complete satisfaction with each stage of the project, Tyler's
professional services division has established the following rule: A Signed Work Acknowledgement
Form (see Attachment A) is required upon completion and Client - acknowledgement of the resources
consumed on the project. Stage signoff is also required before proceeding to the next stage in the
process.
• Managing Project Scope - In an effort to implement the project on time and within budget, both Tyler
and Client agree to limit the software and professional services to only those items identified in this
Statement of Work. Expanded scope results in additional costs.
Change orders or contract addendums for additional items outside the scope of the defined project
requirements must be submitted in advance and signed by project stakeholders before work can be
accomplished on those items. likewise, reductions of the defined scope will also require a Change
Order.
FUTURE AMENDMENTS TO SCOPE
Future changes in the project scope, beyond the capability of a Change Order, will assume the appropriate
processes outlined in this Statement of Work and in the Agreement, unless future scope changes require a
different or modified process. If no new Statement of Work is required, then new functionality and payment
requirements are provided for in an amendment to the initial Agreement.
PROJECT MANAGEMENT
Tyler performs ongoing project management services throughout the implementation in order to plan and
monitor execution of the project. Project Management includes the following tasks:
• Project plan
• Project document management
• Issue log management and escalation
• Status reporting
• Change order management
• Resource management
• Executive project oversight via Executive Sponsor and Project Review Committee
By mutual agreement some project management tasks are shared between the Tyler Project team and the
Client Project Manager /Stakeholders.
STAFFING
Every reasonable effort is made to maintain a consistent project team from Tyler for the duration of the
project. Should the Client have concerns related to assigned resources, those concerns should be submitted
to the Tyler Project Manager or Tyler Management Staff for review and consideration. Tyler will make
staffing decisions based on appropriate skill set and other soft skills of resources deemed compatible to the
success of the project.
(ver.7/15/13) Page 9
Tyler `technologies Statement of Work
PROJECT SCHEDULE
Upon execution of the contract, the parties will subsequently collaborate during the project planning and
initiation stage to determine a start date for services to be rendered. Upon initiation of these services, Tyler
shall work with Client to collaboratively define a baseline or preliminary project schedule /plan. Given the
fact that project schedules are working documents that change over the course of the project, Tyler shall
work closely with Client to update, monitor, agree, and communicate any required changes to the project
schedule.
No special development tools are required for the Tyler software. Tyler source code is not accessible (unless
through the requirements of an Escrow Agreement).
The configuration tools are built into the software, and the Client has full access. The Tyler implementation
staff will use these same configuration tools to set up the system with the Client. The Client will receive
training on the use of these tools.
Third party report writers (i.e. Crystal Reports) -• Some clients may choose to use a third party report writer
like Crystal Reports to create /modify their own reports. The Client is responsible for the procurement of a
license of this third party report writer. Tyler does not provide training or assistance on the creation of such
reports arid recommends this function be reserved for System Administrator or designated staff who have
the skills and necessary access, and who understand the application databases.
Documentation
Tyler-provided documentation
Over the course of the 5stage implementation liferyrle the Tyler nrni Qrt team Will np,rn..v.ir..lo .., Ct-.p.. - C. —i......in f iir
,` r _, .
documentation ..
in a range of formats (both editable and non - editable). Examples include:
• Data Collection does (MS Excel and /or MS Word) for configuration
• Training Documentation Templates (MS Word and MS PowerPoint)
• Release Notes for Service Packs (PDF)
• Other documentation as required for the specifics of the project.
Client - provided documentation
A definitive list of Client - provided documentation is not possible until all aspects of the implementation are
determined, usually in the beginning stages of the project. Certainly, Client's assistance in completing the
Tyler- provided forms and requests for configuration information is essential to a successful project. The Tyler
Project Manager will provide the Client with detail of the documentation necessary for each product to be
successfully implemented. The list below is a sample of the types of documentation that is likely to be
requested.
Documentation originated by the Client includes:
• Application Programming Interface documents (API's) for any third -party software system to which
the Tyler software will interface and exchange data.
• Legacy system data documentation and data in a format suitable for conversion into the Tyler
System (please see section titled Data Conversion).
• Workflow documentation on the Client's current business processes
• Copies of pertinent ordinances or other controlling authorities
(ver. 7 /15/13) Page
10
Tyler Technologies Statement of Work
• Fee Schedules
• Copies of existing forms and other documents presented to the public and expected to be derived
from the Tyler Software.
SOW ATTACHMENTS LISTING
SOW Attachment A -- (Sample) Work Acknowledgement Form
This form provides the means for the Client to accept work provided or
provide reason for denial of a work.
SOW Attachment B — (Sample) Change Order Form
Any change in the project must have a completed and approved Change
Order.
SOW Attachment C - Hardware / Software Requirements
This document provides the recommended hardware /software
requirements for the Tyler system. Performance using systems which do
not meet these requirements may not have expected performance levels.
SOW Attachment E --- Conversion Detail
Provides a description of the conversion process and legacy data
specifications for each application suite.
(ver. 7/15/13) Page
11
Tyler Technologies Statement of Work
❑ I am satisfied with the work performed for this stage, and /or deliverable.
❑ I am NOT satisfied with the work performed for this stage, and /or deliverable.
In an effort to ensure quality and complete satisfaction with each phase of the project Tyler Technologies' Professional Services
division has established the following rules:
1. Projects will not be allowed to move from one phase to another without a sign off indicating satisfaction with the
work performed. The Tyler Technologies' project team will immediately stop all other tasks, complete the phase at
hand, and obtain sign off before moving to the next phase.
2. Customer understands that any payment not received within 30 days of invoice will rpuilt in rernrk ctnnnaa. All
related project tasks will be stopped until payment is received.
Print Name:
Signature:
Date:
(Please return signed copy to the Tyler Technologies project team)
(ver. 7/15/13) Page
12
Attachment B- Change Order Form
Change Order Form
Client:
Generated By:
Authorized
By:
Change Overview:
Narrative Description of Change:
Tyler Technologies Statement of Work
Date:
Impact of Change:
Schedule Delay of milestone & sub -tasks on Tyler Technologies Implementation
Impact:
Cost Impact:
Revision No.:
Project Plan including:
Task Proposed Date
Changes
Change Detail Credit Debit Total
No changes may be made to this project without the agreement of the Project Manager(s), and must
be approved by the Project Director. Submit endorsed Change Order to the Tyler Technologies'
Project Manager
Date Comments Approved
Approved By Signature
(ver. 7/15/13) Page
13
X-.. ,
.Statement of Work; Attachment C ® Hardware /Software
Requirements-
Contents
Site Assessment 1
Server Specifications 2
Reguirerrients 3
Configuration Diagram 3
Sever Configuration 4
Workstation 4
Remote Workstation S
Peripherals 5
TCM Storage Requirement 6
Estimating Storage
Requirements 6
Recommended Backup
Procedures?
Rotating Tapes 7
Barking up Your SQL Database
8
Watching for Signs of Failure 8
Accepting Responsibility 8
Disaster Recovery 8
Third -Party Information 9
Hardware Installation 9
Software Integration 9
Printers 9
Scanner Compatibility 10
Remote Information 10
Access for Tyler Support Staff
10
Additional Connection
information ii
Remote Client Locations 11
Client Acknowledgement 12
__
SYSTEM REQUIREMENTS & PRE - INSTALLATION SURVEY
Tyler Technologies, inc. requires that you read, complete, and return this document
prior to the initial installation or upgrade of the Incode V.X software. Please have your
1nfGrmatiuti Technology Professional fill out the information requested. iT`you have any
questions about this document, please contact your Project Manager or our Technical
Services department at 1- 800 -646 -2633.
Tyler's software is designed to operate on networks and operating systems that meet
cer Lain requirements. Svstems that rin not meet tha rani iireri specifications may not
provide reliable or adequate performance, and Tyler cannot guarantee acceptable
results.
SII i r ^SSESSMENT
Your site's system requirements are contingent upon several factors. Tyler uses a point
system to help determine which specifications and configurations work best for your
site. This document will help Tyler determine which setup is best for you.
For each of the following applications that your site will use, indicate your site's quantity
for each application variable. Each quantity has a pre- determined Point Value in
parentheses, Which is used to tabulate your "Total Point `v'alue" below.
Cis # of accounts NA M)
Court # of violations per year
Financials AP it of vendors
FA # of assets
o
tyler
Printed by kip.winget on 1012212014 at 6:37 PM
1 -5,000 accounts (4)
5,001- 25,000 (6)
25,001+ (10)
NA (0)
1- 10,000 violations (3)
10,001- 60,000 (6)
60,001 - 150,000 (11)
150,001+ (31)
^V. „..I Ini
1 -1,000 vendors (1)
1,001 -3,000 (2)
3,001+(3)
NA (0)
1 -200 assets (1)
201 -1,000 (2)
1,001+(3)
Attachment C - Hardware /Software Requirements - Page 7 of 19
Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
GL # of funds
fi7
Tax
TCM
# of employees
# of parcels
# of documents processed per year
Total Point Value
NA (0)
1 -25 funds (1)
26-100(2)
101+(3)
NA (0)
1 -100 employees (1)
101-250(2)
251+(3)
NA (0)
1- 20,000 parcels (3)
20,001- 40,000 (6)
40,001+ (10)
NA (0)
1- 12,000 documents (1)
12,001- 50,000 (2)
50,001+(5)
SERVER SPECIFICATIONS
For the following table, use your Total Point Value from above to determine which
specifications are required for your site's business needs.
• The single server configuration is denoted as "Single ".
• Dual server configurations are broken into Application Server (AS) and Database
Server (DB) requirements.
1 -5 6 -10 11 -30 31+
Single AS DB AS DB
'
Processor Xeon Quad
• • • • •
Core'!(GHz)1 Contact Tyler
Memory GB RAM 16 8 16 16 32 for custom
Available Bus 1 100 100 100 100 100 specifications.
Disk GB GB' GB GB GB
Space
2'3 Bus 2 500 500 1 500 3
GB GB TB GB TB
1 If running in a virtual environment, four virtual cores are needed.
2 Tyler's standard maintenance plan includes an automatic backup of your database
in this disk space.
3 If using TCM, these storage requirements may increase. See page 5 for details.
ESS Users: If you need external access to ESS, a dedicated server is recommended. This
additional server requires the same specifications indicated in the Application Server
(AS) column based on your Total Point Value.
Server Specifications2
•® %P. tyler
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Incode VA Solution -- System Requirements & Pre - Installation Survey V 1.0
nE%rg%von LE. MEFE IN rS
Configuration Diagram
m
S'
e.
U
C:
I
M00 RequirementS3
00 bi tyler
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Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
Server Configuration
General Server
uatanase component
Workstation
Hardware Microsoft Windows Certified PC6
Processor Pentium Core 2 Duo
Memory_ 4 GB RAM
Disk Space 10 GB available
Operating System Windows XP Professional or Windows 7 Professional?
Network 100/1000 mbps Ethernet
Network
Workstation is a member of the Domain$
Environment
Graphics 128 Dedicated Graphics— Running 1280x10249
6 Nationally recognized brand
Windows 95/98/ME, XP Home, and Vista Home editions and workgroup or peer -to-
peer networks are not supported.
8Tyler's V.X servers and workstations must authenticate with and be members of a
Microsoft Active Directory network. Workgroup and peer -to -peer networks are not
supported.
9The V.X application windows are not fully visible at resolutions lower than 1280x1024.
6 RequirementS4
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9a Ei
c1_ t, _AV ,"
Incode V.X Solution -- System Requirements & Pre - Installation Survey
V 1.0
Remote Workstation
Tyler requires a remote access solution such as Citrix or Windows Terminal Services for
any workstations accessing the server with a direct connection of less than 1.00 mbps
full- duplex. For best results, remote workstations should run Citrix or Terminal Services
over a permanent VPN tunnel.
Peripherals
Cashiering Equipment
Receipt Printer
Epson 6000 or
Epson 950
Cash Drawer
Media Plus Automated Cash Drawer
Barcode Scanner Utilities
Symbol LS2208
Card Swiper
Magtek Mini Swipe Reader
Workstations designated as Cashiering stations require parallel ports for Epson TM-
U950P Receipt Validation Printers. Epson TM- H6000111 Thermal Receipt Printers reauire
USB ports and can be configured for Ethernet with optional adapters. An approved ETS-
encrypted mag stripe reader is required for card reading.
Court Equipment
Signature Pad Topaz Signature Pad T -1_462
Camera Logitech C31OHD WebCam
Printer Compatibility_ _
Many V.X users print forms and reports directly from the application to their printers.
We recommend using laser printers because they offer universal compatibility for all
applications.
Any Laser Printer10 Q Q PCL 5 or above
10 Dot matrix printers are not supported. HP Printers are highly recommended.
Scanner Compatibility
If you are using TCM, TWAIN compatible scanners are required. You can use any TWAIN
compatible scanner; however, if it's not listed in the chart below, you may have reduced
Z_..: _ .- _ I a. .
I uncti Vll alily.
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Requirements
Attachment C- Hardware l Software Requirements -Page 5 of 19
Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
Fujitsu
•
fi- 6110 • fi -6130Z
•
fi -6670 • fi -6140Z
•
fi -6770 • fi -6230Z
Grayscale
•
fi -6240Z
Graphtex
•
CS500 Prole
Hewlett Packard
•
ScanJet 825011
(H P)
•
ScanJet 835011
•
ScanJet 839011
Panasonic
•
KV- S2045C11
Xerox
.
Documate 15211
11 Not fully supported —These
scanners have not been tested in our lab. They are in use by one
or more customers and may
have
issues that have not been reported.
TCM STORAGE REQUIREMENT
TCM requires disk space beyond the basic Specifications listed on page 2. The additional
storage requirement is calculated using several factors: the number of pages processed
a year, the types of images processed, your site's expected growth rate, and a buffer,
which protects you from unforeseen changes to these factors.
Image storage requirements must be calculated on a client -by- client basis and the
amount of storage required is determined in pre -sales technical discussions. Since TCM
can vary widely, it is good practice to discuss your specific storage needs with Tyler.
To help you calculate your site's storage needs, the following Lossless Compression
table illustrates the file size associated each of the 10 different Image Types.
Lossless Compression
8.5 x 11 TIFF B &W
200'
:05 MB .
300
.1 MB
600
.4 M B
Grayscale
200
100 MB
300
6 MB
600
24 MB
Color
200
12 MB
300
24 1VI B
600
96 MB
8.5 x 11 PDF12 B &W
(Page)
1.3 MB
12 This PDF estimate is based upon the average -size document generated
directly from a Tyler application. It does
not include embedded fonts and is
simply a representative sample.
Estimating Storage Requirements
To estimate your storage needs, use your site's records and the previous table.
For each Image Type shown above that your site will store, identify the following values:
A. Number of pages processed a year13
B. Respective file size for the Image Type (MB)
tylerTCM Storage Requirement6
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Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
C. Number of Years of Storage
D. Growth Rate (% as decimal value)
E. Conversions Only: Existing Database Size (MB)
F. AxBxC
G. D x F
H. E + F + G Base Number
13 If your site only tracks the number of documents per year, multiply that number
by 5 to get your page- based - number - for - calculating Tyler's storage requirements.
The standard document size for most Tyler applications is 5 pages.
Standard Recommendation
® To replicate data, multiply your Base Number x 2: NA
Backup Recommendation
e To dump the database to disk, multiply your Base Number x 3: MB
RECOMMENDED BACKUP PROCEDURES
Developing a consistent backup strategy is a vital part of any organization's business
continuity plan. A good backup plan ensures that you do not lose the hard work and
time you invested in data entry if a hardware failure or natural disaster occurs. A plan
such as this is easy to develop and usually easy to implement. This section outlines the
steps you should take to properly back up your V.X data.
Rotating "gapes
First, establish a good tape rotation n -for your backups. -Tyler recommends that you use;
at a minimum, the following 6 -tape rotation:
M T W Th F1
M T ! W I Th F2
This rotation is sufficient for most customers because it allows you to go back a few
business days to find files. However, if you feel you need a little more protection, you
can use a different set of tapes for Mon -Thurs of Week 2, and /or you can keep a Fri 3
and Fri 4 tape so that you have a month's worth of Friday backups. We also recommend
that ou per (monthly, y p y ( y, quarterly, etc.) pull a tape permanently out of rotation to
store off site.
We do NOT recommend the use of differential or incremental backups. Performing a
full backup of the entire V.X folder every night will allow you to restore files without
having to use a series of tapes to perform the restore. This turns a restore process into a
much more manageable and less time - consuming process.
0 `�, Recommended Backup Proceduresi
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Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
Backing Up Your SQL Database
For customers who use Microsoft SQL for the V.X database, there are additional backup
requirements for your V.X software. In addition to backing up the \DATA folder (and
others mentioned above), you must also back up your Microsoft SQL databases. For V.X,
the default databases should consist of at least Tyler_Configuration, Tyler_QBE, and
Tyler_Financials.
There are a few different methods for backing up your SQL database.
• SQL Backup Function: The Microsoft SQL Server 2008 R2 Management Studio has
built -in backup tools that can cause SQL to dump the V.X database to a backup file in
the SQL default backup folder while the SQL services are running. This location is:
C: \Program Files \Microsoft SQL Server \MSSQL \Backup \*
* The Microsoft SQL Server
installation path may vary • Third -Party Backup Agent: This method requires that you have some sort of third -
slightly per installation. party backup program (e.g., Symantec Backup Exec, Brightstor ARC Serve, etc.) which
uses a SQL backup agent. These special backup agents allow the Microsoft SQL
databases to be backed up while they are online.
• Script: You can create a script which stops the Microsoft SQL Server service before a
normal tape backup and restarts it after the tape backup is complete. This allows you
to back up the *.mdf and *.Idf files (the database and transaction log, respectively) in:
C: \Program Files \Microsoft SQL Server \MSSQL \data directory*
If you choose this route, Tyler can assist you with creating this script at the time of the
V.X software installation.
Other Directories in the V.X Folder
For V.X, you need to backup C: \Program Files \Tyler Technologies *. As we add
features and functionality to our software, the number and size of the applications and
runtimes needed to run our applications will continue to grow.
Watching for Signs of Failure
Monitor your backup's status every morning. If there is a noticeable problem, such as an
error light blinking on your tape drive, a tape being ejected without your knowledge, or
an error message displaying about your backup, please contact us or your IT staff so that
the problem can be resolved quickly.
Accepting Responsibility
Having good backups of V.X data is your responsibility. However, Tyler Technologies
offers additional services that can help monitor your local backups, transmit your data
to off -site locations, and even provide access to your V.X software and data over the
Internet in case of disaster or serious equipment failure at your site.
Disaster Recovery
In case of system failure due to unforeseen disaster, Tyler recommends that you have a
Business Continuity Plan, which should include a disaster recovery service. Tyler offers a
Recommended Backup Procedures8
Prhi A by kip. wing�E'iI€ ;T0122/2014 at 6:37 PM Attachment C - Hardware /Software Requirements - Page 8 of 19
Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
disaster recovery service for an additional fee. If you haven't already purchased this
plan, contact Technical Services or Sales at 1- 800 - 646 -2633 for more information.
Pre-installation 1Surve'll
Please review and complete the following section and return this portion of the
document to your Project Manager.
THIRD -PARTY INFORMATION
Hardware Installation
Please complete the following section if you are purchasing new hardware from a third -
party vendor.
Expected Installation Date:
Printers
Where applicable, use the section below to indicate the brand and model of the printer
you will use for each of the following functions. Refer to the compatibility chart on page
5 to determine if your printer is compatible with V.X.
Receipts
Accounts Payable Checks
Payroll Checks
Refund Checks
Q,,
5
o r
PrintA by kip.wing46n T012212014 at 6:37 PM
Hewlett Packard (HP) LaserJet 4210n
Third -Party Information
Attachment C - Hardware /Software Requirements -Page 9 of 19
Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
Scanner Compatibility
Where applicable, use the section below to indicate the brand and model of the scanner
you will use for each of the following functions. Refer to the compatibility chart on page
5 to determine if your scanner is compatible with TCM.
REMOTE INFORMATION
Access for Tyler Support Staff
Tyler requires access to a PC on your network via remote access software. Remote
access must be in place 2 weeks prior to scheduled training and any remote access
connection implemented by a customer must be tested by Tyler prior to sending a
Trainer on site.
PrinA by kip .wingeE6iiT0 12212014-at6:37PM
Remote Information 10
Attachment C - Hardware I Software Requirements -Page 10 of 19
Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1,0
T yler pre fler s to have a perm al )lent connection) that car, be accessed by Tyler personnel
at any time through the Internet or a Microsoft VPN connection. If this type of
Connection is not available, the connection can be established by Tyler vii ail "as-
needed" basis through Citrix Go2Assist.
Connection Type: ❑ Permanent (Always On)
[ Ad Hoc Connection (Go2Assist)
Please provide the following information about your Permanent Connection, if
applicable.
Software Interface: ❑ Citrix Server
❑ Remote Desktop w/ Drive Sharing_____
❑ Tyler's Remote Connection
Name
Phone/Ext.
Ernall
Additional connprtion information
IP Address
Login
Password
Remote Client Locations
Please complete the following section if you have any remote locations that need to
access the Incode V.X server.
y Remote Information 11
-%
Prmt till by kip,wittget61W1'0 /2 212 01 4 at 6:37 PM Attachment C- Hardware Software Requirements- Page 11 of 19
Incode V.X Solution -- System Requirements & Pre - Installation Survey V 1.0
CLIENT ACKNOWLEDGEMENT
Tyler requires that you confirm your understanding of the V.X system requirements
outlined in this document by initialing the statements below and signing the form as
indicated.
I reviewed and understand the Specifications and Requirements outlined in
this document. I confirm that my installation site is in compliance with such
requirements and that I will be responsible for all expenses incurred if Tyler
personnel arrive on site and are unable to complete their tasks because of a
non - compliant system environment. I also understand that if I do not adhere
to these system requirements that sufficient system performance cannot be
guaranteed.
F-1 I reviewed and understand the requirements outlined in the Printer
Requirements section of this document. I understand that if my installation
site utilizes a printer that is not approved on the provided Compatibility
Chart, Tyler is not obligated to ensure its successful implementation. Tyler
will aid in configuration and testing of such printers only on a Time and
Materials basis, and even then, Tyler may or may not be able to configure
the printer suitably for use with V.X. I understand the risks associated with
not using a Tyler- approved printer.
1 reviewed and understand the Recommended Backup Procedures for Tyler
Customers outlined in this document. I acknowledge and accept that
regardless of the backup method that I choose to utilize, I am ultimately
responsible for its setup, implementation, and maintenance and for
troubleshooting any problems with the chosen backup method. Tyler
provides the above documentation and recommendations for the benefit of
our site and other Tyler customers. I accept full responsibility for our backup
system and hold Tyler free of any responsibility for any portion of our
backups, backup procedures, or backup equipment.
Name Date
Title
Entity
Signature
Ly'ler
Empowering ing people who serve the public'
ENERGOV SYSTEM REQUIREMENTS
Tyler Technologies' Energov is designed to operate on networks and operating
systems that meet certain .requirements. Systems that do not meet the required
specifications may not provide reliable or adrgmiatc performan e, arid Tyler
cannot guarantee acceptable results.
Your site's system requirements are contingent upon several factors. Tyler
uses a point system to help determine which specificaO_ ions and configurations
work best for your site. This document will help Tyler determine which setup
is best for you.
For each of the following applications that your site will use, indicate your
site's quantity for each application variable. Each quantity has a pre-
determined Point Value in parentheses, which is used to tabulate your "Total
Point Value" below.
Energov # Core Users NA (0)
1 - 25 Concurrent Core Users
(4)
25 - 50 Concurrent Core Users
(7)
50 - 100 Concurrent Core
Users (11)
100 + Concurrent Core Users
(16)
Citizen NA (0)
Aortal Citizen Portal Option
Citizen web Portal (2)
Total Point Value
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SERVER SPECIFICATIONS
For the following table, use your Total Point Value from the previous Site
Assessment to determine which specifications are required for your site's
business needs.
• The single server configuration is denoted as "Single ".
• Multi - server configurations are broken into Application Server (AS),
Database Server (DB), and Web Server (Web) requirements.
Printed by kip.winget on 1012212014 at 6:37 PM Attachment C - Hardware/ Software Requirements - Page 14 of 19
RFQI�°II EMENT_S
CONFIGURATION DIAGRAM
13
Workstation
Remote
Computer
Citizen We
Portal
APP /Iis and SQL Database
Face Servers Server
Workstation
;sue
Printed by kip.winget on 1012212014 at 6 :37 PM Attachment C - Hardware /Software Requirements - Page 15 of 19
IAS W1.nciows Uertirlect ,�erver-
General Server
Removable Media (for backups)
Gigabit Ethernet
operating System
MS Windows 2008 R2 Server-
System Software
MS Office 2007 or 2010 and IIS
Database Component
MS SQL Server 2008 R2 Clustered'
Network Environment
Domain w/ Active Directory Services9
For OS SAS 'RAID1
Hard Drive Arrays
For SQL, Transaction Logs, DB SAS RAID5 or
files, and program files SAS RAID10
5 Nationally recognized brand.
6 If >37 GR of RAM. then Windows
Server 2008 Enterprise.
For larger clients, MS SQL Server
2008 R2 Standard or Enterprise may be required.
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ENERGOV WEB SERVER
The Energov Web Server will host all the externally accessible EnerGov
systems such as Citizen Access Portal (CAP) Energov IVR, eReview Portal and
MobileGov Web Services. In instances where the client has users who need full
access to the EnerGov NET system, another instance of it will be hosted and
accessible on this box.
WORKSTATION
Hardware Microsoft Windows Certified PC
Processor Pentium Core 2 Duo
Memory! 4 GB RAM
Disk Space 10 GB available disk space
Operating
:Windows XP Professional or Windows 7 Professional'
System'
Network Gigabit Ethernet
Network
'Workstation is a member of the Domaine
Environment!
Nationally recognized brand
Windows 95/98/ME, XP Home, and Vista Home editions and workgroup or peer -to -peer
networks are not supported.
8Tyler's servers and workstations must authenticate with and be members of a
Microsoft Active Directory network. Workgroup and peer -to -peer networks are not
supported.
12 These browsers are tested regularly for compatibility; the others are not tested regularly but are supported.
Tyler recommends the Silverlight Plug -in.
Printed by kip.winget on 1012212014 at 6:37 PM Attachment C - Hardwore l Software Requirements - Page 16 of 19
GIs REQUIREMENTS
This box houses the GIS database in an RDBMS environment (Oracle or SQL Server) and ESRI's ArcSDE software. EnerGov tightly
integrates and establishes a "Live- Link" with SDE (Esri geodatabase) which ensures real -time spatial integration.
Please communicate with your regional Esri representative to ensure your hardware and software is up to date.
EnerGov's MobileGov Solution is capable of running on Tablet PCs, Laptops or Windows Mobile Smartphone. It is
highly recommended that these devices be suitable for "field use" (i.e. ruggedized). If Wi -Fi or reliable AirCard
signal is readily available, users are also capable of running the full EnerGov NET application in the field (Laptops
and Tablet PCs only). Additionally, field printing systems are recommended for on- the -spot printing of NOVs, failed
inspection notices and other relevant documents in the field. It is best suited that these field units communicate
via Bluetooth for simple wireless functionality in the field.
• Panasonic Toughbook 30
• AirCa-r_d or Gobi Mobiel Broadband (or
readily available Wi -Fi
• HP Officejet H4' /0 Mobile Printer
• Panasonic ghbook Hi Field
d
• Gobi Mobile Broadband (or readily
available Wi. -Fi)
• Zebra Technologies RW420 Mobile
Printer
• iPad2 or higher
• 3G or wifi capability
• Windows Mobile 7 OS (preferred)
• Zebra Technologies RW420 Mobile
Printer
Scanner Compatibili-
Canon M DR -M140
® DR -M160
Fujitsu Fi -61402 N Fi -62402
® F'i -62302 D Fi -61302
14 TWAIN compatible scanners are .supported.
Printed by kip.winget on 1012212014 at 6:37 PM Attachment C - Hardware /Software Requirements - Page 17 of 19
Developing a consistent backup strategy is a vital part of any organization's business continuity plan. A good
backup plan ensures that you do not lose the hard work and time you invested in data entry if a hardware failure
or natural disaster occurs. A plan such as this is easy to develop and usually easy to implement. This section
outlines the steps you should take to properly back up your data.
Assessing Your Backup Needs
Backups occur differently, depending on the size of the database being used. The differences directly impact how
quickly you can resolve problems and how much effort you must expend. Tyler recommends that you implement a
backup plan based on the point values determined in your initial Site Assessment.
Rotating Tapes
First, establish a good tape rotation for your backups. Tyler recommends that you use, at a minimum, the following
6 -tape rotation:
M T W Th F1
M T. W Th F2
This rotation is sufficient for most customers because you can go back a few business days to find files. However, if
you feel you need a little more protection, you can use a different set of tapes for Mon -Thurs of Week 2, and /or
you can keep a Fri 3 and Fri 4 tape so that you have a month's worth of Friday backups. We also recommend that
you periodically (monthly, quarterly, etc.) pull a tape permanently out of rotation to store off site
Backing Up Your SQL Database
For Energov, the default databases should consist of at least FY databases, Base, Sec and State database.
There are a few different methods for backing up your SQL database.
• SQL Backup Function: The Microsoft SQL Server 2008 R2 Management Studio has built -in backup tools
that can cause SQL to dump the Energov database to a backup file in the SQL default backup folder while
the SQL services are running. This location is:
C: \Program Files \Microsoft SQL Server \MSSQL \Backup\
• Third -Party Backup Agent: This method requires that you have some sort
of third -party backup program (e.g., Symantec Backup Exec, Brightstor
ARC Serve, etc.) which uses a SQL backup agent. These special backup
agents allow the Microsoft SQL databases to be backed up while they are
online.
• The Microsoft SQL Server installation path may vary slightly per
installation.
Printed by kip.winget on 1012212014 at 6:37 PM Attachment C -Hardware / Software Requirements -Page 18 of 19
Other Directories iii Energov
Even though program files and run times can be replaced by Tyler, Tyler strongly recommends that you back up
the entire C;\inetpub\ folder be harked i ip on the web server.
Watching for Signs of Failure
Monitor your backup status every morning. If there is a noticeable problem, such as an error light blinking on your
tape drive, a tape being ejected without your knowledge, or an error message displaying about your backup,
please contact us or your IT staff so that the problem can be resolved quickly,
Accepting Responsibility
Having good backups of Energov data is your responsibility. However, Tyler Technologies offers additional services
that can help monitor your local backups, transmit your data to off- site locations, and even provide access to your
Energov software and data over the Internet in case of disaster or serious equipment failure at your site.
Disaster Recovery
In case of system failure due to unforeseen disaster, Tyler rel V111111eiIdS iliac you ,have a Business Conti iii city riali,
which should include a disaster recovery service. Tyler offers a disaster recovery service for an additional fee. If
you haven't already purchased this plan, contact Technical Services or Sales at 1- 888 - 654 -3293 for more
information.
Printed by kip.winget on 1012212014 at 6:37 PM Attachment C - Hardware / Software Requirements - Page 19 of 19
Statement of Work: Attachment E - Conversion Detail EMp.owering ,people who sere the public'
Financial Conversion Summary
This document is a summary of what is included in the standard conversion for Tyler Technologies Financial Suite. This is
not a complete description; for a complete description, please refer to the Tyler Technologies Financial Data Conversion
Specification document available upon request.
Client Responsibilities
• Data in Tyler's Standard Data Layouts or approved formats
• Provide data definitions
• Provide matching reports
• Provide screen shots
• Review conversion prior to go -live
Data Conversion
Each area of the financial conversion has different options depending on the level of data to be converted. Each option
has a different cost associated with it. Certain options cannot be converted unless other options are purchased. Full
dependencies are detailed in the Financial Data Conversion Specification document.
General Ledger
Standard Conversion Includes:
• Fund and account lists
• Summarized history for current fiscal year plus two prior fiscal years
• Budgets and budget adjustments for current fiscal year plus two prior fiscal years
Additional Options:
• Additional summarized history and budgets (fee per fiscal year)
• Transaction history stored in Historical Legacy Views
• Transaction history (fee per fiscal year)
Accounts Payable
Standard Conversion Includes:
• Vendor master information, address, primary contact
• 1099 balances provided by client for current year
Additional Options:
• Vendor notes and additional contacts
• Detailed history stored in Historical Legacy Views
• Detailed vendor invoice history, payable items and distribution (fee per fiscal year)
• Additional vendor sets (fee per set)
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Personnel Management (Payroll and Human Resources)
Standard Conversion includes:
® Basic employee information -- employee master, address, primary contact, standard dates (i.e., hire, birth, leave,
termination), standard phones (i.e., work, home, cell), direct deposit, position, retirement, deductions and taxes
® Current y� car leave balances
Current year detailed employee pay history such as paycheck, earnings, earning distribution, deductions and
taxes OR current year quarterly summarized history
Additional Options:
• Dependent details, additional contacts, notes, additional dates (e.g., anniversaries, seniority), additional phones
(e.g., spouse, fax)
• Direct deposit detailed history
• Additional payroll set (fee per set)
• ..Additional detailed em.p .. to yo.o . pay history stored in Historical 'legacy Views S
• Additional years of employee pay history (fee per year)
• Human Resources data such as certifications, discipline, education, grievances, reviews, photos, training and
workers compensation (custom quote)
Fixed Assets
Standard Conversion Includes:
• Asset information, improvements
• Accumulated totals, no history
Project Accounting
Standard Conversion Includes:
• Open Projects, project accounts and project notes
• Open project account budgets
• Opera project account detail
Inventory
Standard Conversion Includes:
® Inventory items, item locations and item vendors
Applications not converted
• Work Orders
• Bank Reconciliation
• Employee Self Services /Time & Attendance
• Purchase Order
Custom Conversion Services
The following are a few examples of items that are not included in the standard conversion and can be addressed
through custom conversion services:
• Combining /splitting of GL account numbers
• Converting records with counts lower than 50 for Personnel Management, 100 for Fixed Assets and 250 for all
other modules
• Cross referencing beyond Tyler Technologies' defined standardized codes
• Running more than 3 standard conversions
• Data cleaning; including but not limited to name clean -up and data fixes
• Converting from multiple sources of data
Printed by kip.winget on 1012212014 at 6:49 PM Attachment E - Conversion Detail - Page 2 of 3
• Tyler Technologies assisting in data extraction from your existing system
• Tyler Technologies defining file layouts if not provided
• Changing configuration after sign -off
Data Extract
The standard conversion includes converting from a single source of data. If data is stored in multiple databases or data
is provided in multiple formats custom conversion services may be required.
If unable to provide the data in Tyler's Standard Data Layouts your data will need to be provided in one of the following
formats:
• Microsoft SQL Server database
• Microsoft Access database
• Delimited ASCII text files (pipe "I" delimited is preferred)
• Excel spreadsheets — with flat data, not grouped like a report
The screen shots and matching reports need to be provided to Tyler Technologies at the same time as the data. To
ensure the reports accurately represent the data, staff should exit the software prior to pulling the data and restrict
processing of any transactions until after the reports have been generated. If the reports don't accurately represent the
data an additional data pull may be required, which could result in a delay in the schedule.
It is important to understand that the conversion will not "rehabilitate" old data. The conversion process does not clean
up or correct problems in old data; data is converted one for one. For example, if the current system allowed
punctuation, the new software will also display data with the exact same punctuation after the conversion. If data
manipulation is desired, please contact your Project Manager to assist in preparing a work order for these services.
Printed by kip.winget on 1012212014 at 6:49 PM Attachment E - Conversion Detail - Page 3 of 3