HomeMy WebLinkAboutCRW Associates contract 1999 AGREEMENT for PROFESSIONAL SERVICES
This agreement is made as of the�O day of f 1999, by and between the City of Auburn,
Washington,(hereinafter referred to as"CIM add CRW Associates(hereinafter referred to as "CRW)
IN CONSIDERATION of the covenants set forth in'this Agreement,the CITY and CRW hereto mutually
agree as follows:
A.SCOPE OF SERVICES
A.1.Project Description
'lois Project is described as follows:
Provide and install.an automated permit management,project tracking and code
enforcement software system.
A.Z.Description of Services
CRW shall perform Services described in Exhibit"A", Scope of Work, attached hereto and
incorporated herein by this reference.
A.3.Responsibilities of the.CITY
The responsibilities of the CITY are described in Exhibit"B"attached hereto and incorporated
herein by this reference.
A.4.Schedule of Work
Upon receipt,of this fully executed Agreement from the CITY,CRW shall perforin the Services
described in Exhibit"A", Scope of Work with diligence. CRW shall complete all services within
120 days of receipt of this fully executed Agreement.
A.S.Responsbilities of CRW
CRW shall not be responsible for delays or damages outside of its reasonable control_ These sahll
include,but not be limited to:failure of the CITY to furnish timely informatian; failure of the
CITY to approve or disapprove of CRW's work;or for str&es,lockouts,accidents or acts of
GOD.
B. COMPENSATION
B.1.Fee
CITY agrees to compensate CRW for professional services rendered under this Agreement ih the
amount of Ninety Thousand Eight Hundred Seventy Three(S 90,873.00);which fee shall
include all labor,materials,taxes, insurance and all other costs:except any specific items identified
M Exhibit"C".
B1.Terms of Compensation
CRW will submit invoices for work performed according to the payment schedule shown in Exhibit
"C". The CITY agrees to pay all undisputed invoices upon receipt. CITY agrees to notify CRW of
any disputed invoice amounts within fifteen(15)days of the invoice date. Delinquent invoices will
be subject to a late payment carrying charge computed at a periodic rate of 1.0%per month, which
is an annual percentage rate of 12%, which will be applied to any unpaid balance commencing
AGENCY CRWPagel'of 16
forty-five(45)days after'date of the original invoice.
Additionally, in the event CITY fails to pay any undisputed amounts due CRW within forty-five
(45)days after invoices are submitted,then CITY agrees that CRW shall have the right to suspend
all further work until outstanding invoices-have been paid.
B.3.Additional Services
CITY may request CRW to perform additional services not covered by the specific Scope of Work
set faith in this Agreement. Any work_performed by CRW outside the Scope of Services shall be
billed on the basis of a mutual written agreement which shall be made an amendment to this
Agreement. CRW will not commence any additional services for the CITY until written
authorization has been given by the CITY.
Any work done outside the scope of services which is not mutually agreed in writing and signed by
both parties shall not be compensated.
C. INDEMNIFICATION AND INSURANCE
C.Z.Inderirnificatiion
CRW agrees to indemnify and hold harmless the CITY,its officers and employees from and
against liability,damages,costs, Iosses,claims and expenses, including reasonable attorneys'fees,
arising out of the negligent acts,dn*s,or omissions of CRW or its employees, subcontractors or
agents in the performance of this Agreement.
CITY agrees to indemnify and-hold harmless CRW, its employees, subconsultants and agents from
and against liability,damages,costs,losses,claims and expenses, including reasonable attorneys'
fees,arising out of the negligent.acts,errors,or omissions of the CITY,its officers or employees,
including but not limited to incorrect data or information provided by CITY.
C:2.Worker's Compensation Inurance
CRW maintains Workers' Compensation and Employer's Liability Insurance of a form and in an
amount as required by state law.
C.3.General Liability
CRW maintains Comprehensive General Bodily Injury and Property Damage Liability, including
Automobile(owned,non-owned,or hired), in the amount of One Million Dollars{$1,0.010,000 ),
combined single limits per occurrence and annual aggregate.
CA. Proof of Insurance
Within ten(10)days of receipt of the CITY's Notice to Proceed, CRW shall deliver to the CITY a
Certificate of Insurance for Items C.2 and C.3 above as proof that said insurance will remain mi
full force throughout the term of this Agreement.
The CITY, its officers and agents shall be:endorsed as an additional insured under CRW's General
Liability Insurance. CRW will not modify or cancel its General Liability Insurance without written
notification and approval from the CITY..
C.S. Licenses
CRW shall maintain all licenses required by law, including but not limited to a City Business
AGENCY CRW C Page.2 of I6
License if applicable.These licenses.will be maintained in full force throughout the term of this
Agreement.
CA Status of CRW as Consultant
Throughout the term of this Agreement,CRW, its employees, subconsultants and agents shall be
considered as an independent contractor.Nothing in this Agreement shall be interpreted to imply an
employee-employer relationship between the CITY and CRW.
D. TERMINATION
D.1. Termination of Agreement
This Agreement may be terminated by the CITY at any time with or without cause upon thirty(30)
days prior written Notice.In the event of termination be the CITY,CRW shall be paid for all
services rendered up to the date of.termination,and for all expenses directly attributable to
termination,including but not limited to any cancellation charges by subconsultants and/or
contractors.
In the event that the City.terminates this contract,the City agrees to immediately return all source
code unopened and unused to CRW.
E.OWNERSHIP OF DOCUMENTS
E.1: Ownership of Documents
All plans,specifications,reports and other design documents prepared by CRW pursuant to this
Agreernent are instruments of service which shall be deemed the property of the CITY..
All:source code for computer programs or modifications to programs,which are produced pursuant
to this Agreement shall be deeiired the intellectual property of CRW. CRW may apply for
copyrights or patents on all or any part of the work performed under this Agreernent.
E.Z. Source Code Escrow
CRW agrees to provide a copy of the latest source code in a software escrow account.
E.2.1. The escrow account will be at any bank or legal office chosen by CRW. CRW will deliver
the source code on floppy diskette to the bank or legal office for escrow,and CRW wdl provide
updated source code to the bank or legal office semi-annually(or as long as the City maintains
technical support).
E.2.2. CRW will pay the entire cost of this source code account.
E.2.3. In the event that CRW ceases to do business or ceases to offer or provide support for the
software it has provided to the CITY,then_ the CITY will have the right to access and use the
source code.
E.2.4. If the City terminates the contract far.any-reason, or if CRW terminates the contrail for
non-payment,then all source code must be returned unopened and unused to CRW.
F. GENERAL PROVISIONS
AGENCY CRW Page 3 of 16
F.L. Representation
All=nmunication relating to the day-today activities of this project shall be exchanged between a
designated representative of the CITY and a representative of CRW.
CITY Representative CRW Representative
W.Tony Baca Mr. Christopher R. Wuerz,P.E.
Building Division Manager CRW Associates
City of Auburn 16980 Via.Tazon Suite:320
25 West Main San Diego, CA 92127
Auburn,WA 98001 Phone: (619)451-3030 -
Phone: (253) 804-5087 Fax:. (619)451-3870
Fax:, (253)931-3053 e-mail: chris@crwassoc.com
e-mail:tbaca@d.auburn.wa.us
If the designated representative or address of either party changes during the term of this
Agreement,a written notice shaII be given to the other party prior to the effective date of change.
F.2 Arbitration'of Disputes
Both CRW and the CITY agree to submit to non-binding arbitration for any dispute or claim which.
are unresolved through informal discussion. A qualified arbitrator shall be selected from the
appropriate panel of American Arbitration Association(AAA).The AAA rules and procedures,
tDgetl=with the applicable sections of the California Code of Civil Procedure dealing wish
Contract Arbitrations,shall be followed. CRW and the CT1Y agree to equally share the cost of.
Arbitration.
F3.Attorney's Fees
In the event that any legal proceedings should be instituted by either CRW or the CM hereto to
enforce the terms of this Agreement or to determine the rights of CRW or the CITY, the prevailing
party in said proceeding shall be entitled to recover reasonable attorney's fees in addition to all,
court costs.
FA.Appliicable Law
This Agreement,its interpretation and all work performed thereunder shall be governed by the laws
of the State of Washington.
F.S. Binding on Successors
All the terms,provisions and conditions of this Agreement shall be binding upon and inure to the
benefit of the parties hereto and their respective successors,assigns and legal representatives.
F.6. Entire Agreement
This Agreement contains the entre understanding and agreement between CRW and the CITY. Any
prior agreements,promises, negotiations or representations not expressly set forth herein are of no
force or effect.This Agreement may be modified or amended only by subsequent written agreement
signed by both CRW and the CITY.
F.7. Titles
The tides used in this Agreement are for general reference only and are not part of this Agreement.
AGENCY CRW CO*%/ Page 4 of 16
For the City of Auburn,Was"n n For CRW Associates
By: By: 04
Cbristog er R Wuerz
City Managw. Owner
Attest: Dam : 7'3,0-
App .
0"APP . .
City AUDMEY
AGENCY CRW, Pap 5 of 16
EXHIBIT"A"
SCOPE OF SERVICES
1. CRW Associates Software License
CRW Associates will provide the City of Auburn,Washington, with. licensing for our complete
suite of software applications designed to streamline Community Development functions. This
suite includes:
❑ Builder's Square-which provides all permit,management and inspection capabilities
❑ Code Track-which provides all code crompliance capabilities
❑ Project Track-which provides all planning application and tracking capabilities
This software may instaNed on multiple standalone PC workstations or on a network,at the '
City's option. This software includes all modules and fiinctions which are listed in our enclosed
product specifications.
The flee.for this item will be: 's 25,000 for a 20 User license
*Note: Should the City decide to initially implement a 20 User license,and later wish to implement'
ligmsing for additional Users,fees will be assessed incrementally. For example,if the City implements a
20 User license at the proposed fees,and later wishes to implement licensing for Users,only the additiona_I
license The difference will be messed,based on the then-current license fee.
la. CRW Associates Business License Module:
CRW Associates will provide the City of Auburn with licensing for our Business License Module.
This module is designed to issue,validate, and track a variety of aspects of business licenses
associated with Local Government.
This software may be installed.on multiple standalone PC workstations or on a network;at the
City's option. This software includes all modules and functions which are listed in our enclosed
product specifications.
The fee for this item will be: S 5,000 for.a 10 User license
lb. Installation and Training for CRW Associates.Software
Installation includes setup of all relevant fees and valuation schedules as used by the City. We
esdinate 5 days for appropriate assessment,configuration,and implementation of our software.
The number of days required will depend upon the number of users licensed for our software:
The flee for this item will be: S 1,000 per day.
CRW Associates will provide training for Builder's Square,.Code Trak,and Project Trak software_.
Training will be conducted at City offices for up to ten (10)staff members per training day. We
anticipate at least 3/days of training per group often staff members. It is assurned by CRW'that
AGENCY CRW L.IMr Page 6 of 6
the staff to be trained for the software will have a basic knowledge in the use of personal
computers and MS Windows.
The fee for this item will be: S 6,000 for 20 Users
Subsequent days of training for up to six(6)staff members, if requested by the.City,will be billed
at the rate of$ 1,000 per day($ 1.500 afierMarch 1, 1999),plus travel expenses.
CRW Associates estimates an additional 2 clays of extensive training for designated System.
Administrators. The training will be conducted at City or CRW offices for up to three(3)staff
members per training day. Because of the extensive material to be covered for System
Administrators, CRW Associates-recommends that System Administrator be conducted at our
office. Should.the City elect to have this training at City offices,an additional 2 days of travel time
and expenses will be assessed
The fee for this item will be: S 4,600 per 3 System Administrators
Travel and expense costs for this task are not included in these fee, and will be billed separately.
U.Technical support-and Software updates
CRW Associates will provide technical support and all software updates per our Standard Annual
Maintenance Policy(see attached)for a period of six(6)months after the date of installation of the
software at the City office. This service will be provided to the City at no charge.
2.Annual Maintenance Costs(Optional—not included in this contract):
Based on the current software pricing,the annual maintenance cost are as follows:
Community Development Software Business License Module
$ 5,000 20 User license $ 1,000
3. Telephone Technical Support Account(TSA)
A payment of$500 will be required to establish a Technical Support Account(TSA)for telephone
support. Charges for telephone support will be deducted from the TSA as calls are made by the
client. Phone support calls will be logged in 15-minute increments and charged at a rate of$60 per
hour. Subsequent payments of$500 will berequired for ongoing phone support when the T_ SA
Wis below a minimum balance of$100. CRW'Associates will provide monthly account
summaries.
The fee for this item will be: Within 90 days of implementation No charge
-After 90 days $500 minimum
4. Database Development
CRW Associates proposes to will assist the City in developing a MS Access database
AGENCY CRW fA# Page 7 of 7
configuration at no charge. Should the Ciiy have a different preference,or wish to migrate to a
different database configuration in the future, CRW Associates commits to configure the database,
as needed and will propose costs/fees upon receipt of those specifications.
The fee for this item will be:
Database Development: MS Access No charge
Client-Server Based on specifications
5. Conversion of Ezisting Permit Records.
We will provide database conversion services necessary to convert the City's existing permit
database to our system format. To accomplish this conversion,the City will provide a copy of the
existing database in ASCII,dBase, Excel,or Access format.
The fee for this conversion service will be: S7,500
6.Software for Hand-held Inspection Field Units(OPTIONAL ITEM—not in this contract)
CRW Associates will provide software for hand-held field inspection units for use by the building
and cone enforcement inspectors. Please refer to the information and spec sheet attached for more
details about the capabilities of this software.
The license fee for this item will be S 750 per unit for the Software.We recommend that the City
acquire the hardware units separately. Recommended unit is HP 620LX or equivalent.Windows
CE 2.0 is the standard operating system for these hand-held tints
Training for the hand-held units will be held during the scheduled training for Builders Square and
Code-Track.
7.Additional third-party software:
Crystal Report Writer v6.0 $350
Data Junction Engine $ 750
Unteractive Voice Response(IVR)interface(OPTIONAL ITEM—Not in this Contract):
CRW Associates works in alliance with Selectron, Inc., developers of a comprehensive Interactive
Voice Response(IVR)system. Should the City elect, CRW Associates proposes to caafigure an
interface for our software system so that full IVR functions are available with any IVR system that
the City selects.
The price for this item will be: $5,000
9-Interface for interactive Internet capabilities (OPTIONAL ITEM- Not in this Contract):
CRW Associates proposes to configure andriterface for our software system so that full Internet
AGENCY CRW eA* &" Page 8 of 8
functions are available. If selected, CRW Associates will design"and implement the interface based
on the requirements of the City.
The price for this item will be: $5,000
10. Interface with GIS databasdsystem (OPTIONAL ITEM--Not in this Contract):
CRW Associates is a registered business partner with ESRI,and we have worked with them to
provide a seamless integration of our software to their.ArcView database.
CRW Associates delivers a series of Avenue scripts and table-driven initialization files which
provide a convenient method for linking GIS data to,the permit database. Our data-verification
factions allow the user to quickly(and graphically)select owner and applicant names when a
permit is entered into the system
These features enable ease in generating radius notifications and mailing lists,displaying Land Use
associated activities,and verifying addresses at the point where they were entered into the system.
The flee for this item will be: S5,000
11.Interfaedcustomization to Cash Receipt System:
Our suite of applications comes complete with an integrated cashiering system designed to
accommodate all aspects of cashiering for Community Development. CRW Associates proposes to
customize the cashiering module and/or configure an interface so that the module integrates .
seamlessly with the City's cashiering system.
The fee for this item will be: S2,500
12.Implementation Assistance and Project Management
We wilt assist the City with the technical support services during implementation, to design custom
per=and application types,screen layouts and reports.
The flees for this items will be,.-
Project
e:Project Management: 50 hrs @ S I I0/hr. S 5,500
Pernik Types/Screens: 50 hrs@ S 901hr. S 41500
Report Layouts: 40 hrs @ S 90/hr. S3,600
13.Travel and Expenses for On-site Visits
We propose to complete the installation and training during'the course of several on-site visits to the City
as Listed below. The specific scheduling and dates of these visits will'be determined by mutual agreement
upon execution of the contract.
#Users: 20
# ?rsps: 12
AGENCY CRW Page 9 of 9
Estimated cost for travel time is(!!trips'6 hrs•Soy S 4,320
Estimated cost for travel expenses is: S 5,000
14. Express Implementation of Software and Services (Optional):
CRW Associates'.General Implementation Timeline of all software and services begins within 4 months of
'Notice to Proceed',based on the commitment of staff and resources to ongoing projects. This approach
provides for complete implementation of aU software and services within 8 months of`Notice to Proceed':
Should the City of Auburn want a more expedient timeline,under our Express Implementation T mehric, .
CRW Associates proposes to commit appropriate staff and resources to start the project within 1 month
within`Notice to Proceed', with complete impleinentation o£all software and services within 4 months of
`Notice;to Proceed'.
The frees for this items will be: 15%of total price.
AGENCY CRW CAL) Page 10 of 10
EXHIBIT"B" -
INFORMATION TO BE PROVIDED BY CITY
The City will provide aU information necessary for CRW to establish the permit software control files,
including but not limited to:
1. Current valuation and fee structures
2. Current Permit Type designations and categories
3. Examples of all current reports used by the City relating to permit management-
4. Any exceptions to the typical permit process,or any special permit processing requirements.
The City will provide CRW with access to workstations and disk space for installation of the software.
The City will ensure and provide that staff who will be trained in the use of CRW software will have
sufficient basic knowledge of permit processing and MS-Windows functions.
AGENCY CRWO±) Page l l of I l
EXRIBI T "C"
SCOPE OF SERVICES
Prices effective Until Optional Items
DESCRIPTION March 1,1;999 not included in
this contract
No of concurrent system asirw 20
Vicaso see attached Cast Detail(Its#1)for other Uccuring omfigmuiom
1. CRW Associates complete suite oftottware applicati m $25,000
(Sunders Square,Code Trak and Project Trak)
Ia. Business Licane Module $ 3,000
1b. InsWlation:S 1000 per day S 5.000
Training:est naiad(3)days for(20)System Uum S 6,000
estimated(2)days for(3)System Adrnuristratnrs S 4.000
additional training for(6)System Users per day $1.000
lc
Technical Support and Saawara up"
first sL*6)wombs No Charge
2. SoBw=Annual Makaemince
(annually alter fast six(6)montfts)
Community Development Sottwam: S 5,000
Business Licetsse Module: S 1.000
3. Teleplmne Todnskw Support A=ount
within 90 days of implementaticn No Charge $500
after 90 days minimum.
m.
4. Databiss Configuration for:MS Access database No Charge
Chft*Server database Based on
Specifications
5. Cenveniao ofhisrarical records S 7,500
6. Sapware for Hand Held Field Inspection Units(price each) $750
7. Additional Third-Party soaws=
Crystal Report Writer v6.0 S350
Data Junction Engine • S750
S. lnterfaco to Integrated Vows Response(IVR)System S5.000
9. Interface for internal ca046a $5.000
I O.. Interface with adstiog OIs aynem. S 5.000
11. InterfacdcvAW.Jizat to Cash Receipt System S 2,500
12. Implerexnta m Astusrsaoe and"cot Managenuma
Project Managcomw 50 bn ®S 110.00 S 5,300
Permit TypeslScrseru: 50 hrs ®S 90.00 S 4,500
Report Layouts: 40 hn ®S 90.00 $ 3,600
13. Travel and feinted cros estimated for.
Travel time S 4,320
Tavel expesrscs $ 5,000
SMTOTAL PROJECT FEE: S79.020
For complete implemenUtion of ail system and services within 3.-4 mos,add S11,853
15-20% 'Please we attached Cost Details(Item 014)for trails
TOTAL PROJECT FEE 90,873
AGENCY CRW Page 12 of 12
EXHIBIT"D"
CONTRACT TERMS AND CONDITIONS
Payment terms will be:
k Initial Project Payment: One-fifth(200%)of the total contract amount must be paid upon
execution of contras. CRW will deliver the software CD to the City at time of contract
execution.
B.Project:Holdback Payment: One fifth'(20%)'of the total contract amount shall be paid
' within thirty.(30)days of project acceptance: Project acceptance shall be determined to
have occurred at the time that the City begins using CRW software for live production and
tracking of construction permits.
C.The balance of the contract shall be paid in installments determined by project.
milestones as shown on the table below
Invoices are due and payable upon receipt.
AGENCY CRW Page 13 of 13
IMPLEMENTATION TIME LINE/COMPENSATION
Pay point Projected Payment Amount
Target Date
L Initial software delivery.Upon City approval of contract and signature 6/1/1999 S 18,175 `(20%)
'of all documents by CRW and City, CRW delivers standard version of
proposed Licensed Software product on CD computer media CRW begins
to modify ioftware product to meet contract commitments and customize
;screen displays and reports to meet City muirements.
2.Pi�giicfkick-ofrmeeting.CRW reviews project timetable and training Wk of None:
schedula with City Computer Services and Community Development Dept.
personnel. CRW adjusts schedule as required. CRW installs standard
software with demonstration database for initial testing by City..City
'des" b_--.of edsting data to CRW for relimiriary conversion.
3.Complete Software Delivery.CRW delivers and installs modified Wk of $ 18,175 (20%)
Licensed So_ftvare Product CRW installs converted data for City review
and testing. CRW demonstrates'that software confanns to,proposal
specifications and additional commitments. City begins testing completed
sdk ware using converted data.
3A.SQL Server Database Configuration.City configures SQL-Server
database,and installs data table structures: CRW assists C4:vidth database
configuration
4:Initial Training.CRW trains System Administrators and Users. City Wk of S 9,085 (10%)
tests system and verifies that it performs as specified and is ready for use.
CRW corrects defects as necessary.
5:Data Delivery.Upon successful test results, City delivers complete I Wk of None
existin historical data to CRW for final conversion
6.Pre-production Training.CRW trains Front Counter staff.'City begins Wk of 59,085 . (100/0)
to use system for customer service..CRW assists Citystaff with initial
.22 2290-n-
7.Supplementary Trai.niag.CRW trains Building,PW,Engineering: Wk of None
Review and MW of system by staff. Implementation changes as needed.
S.Fmal'Training.CRW trains Inspectors and additional as needed.' ' Wk of $ 18,175 20%
9.F'uial'system acceptance by City.City completes Acceptance Testing, 10/1/1999 118-175 (20%)
as outlined in Fxlubit F,and certifies Permit System delivered as specified
and Pr000sed. CRW corrects defects as warranted.
Target dates on this schedule are intended to reflect projected completion dates for the respective-milestone,
not contractual date deadlines. The contractual completion date for this contract shall be no more than 240
days from the date of execution of this contract
AGENCY CRW 64W-' Page 14 of 14
EXATBTT"E"
SOFTWARE LICENSE AGREEMENT
This License Agreement for the use of "Community Development Software"(Software) developed and
marketed by CRW Associates is granted to Auburn,Washington(Client)by CRW Associates(Developer)
as of this date
SUMMARY OF LICENSE TERMS
1. Software is marketed by Developer under the titles of`Builder's Square", "Code Trak"and"Project
Trak".
2. Software provided to the Client under this License allows the Client the use,not own,the software.
3. Software is provided to the Client as a multi ser, concurrent access license. The designated number of
concurrent users for this license is 20. Client is permitted to install Software on any and all workstations
owned or controlled by the Client.. Software will allow a,designated number of concurrent users to access
the databases maintained by Software. Users attempting to access the system databases with Software after
the designated number of concurrent users are logged on will be prohibited from logging on.
4. This software may not be sub-licensed,re-sold,transferred or otherwise distributed by the Client to any
other person,company or organization without the written authorization of the Developer.
5.This Software,including any and all modifications, upgrades and bug fixes, is protected by the
copyright laws of the United States and international copyright treaties. Unauthorized copying of the
Software,including software that has been modified,merged or included with the Software,or the
associated written.materials(the"Documentation")is expressly forbidden.You may not remove,obscure,
or alter any notice of patent, copyright,tradmfiarks,trade secret or other proprietary rights in the Software.
The TWe,ownership rights,and intellectual property rights in and to this Software shall.remain in the
Developer.
d. The Developer has made reasonable checks of the Software to confirm that it will perform in normal use
on compatibleequipment substantially as described in the specifications for the Software. 'However,due to
the iuheretic nature of computer software, neither the Developer nor any individuals involved in the
development or installation of the Software warrant that the Software or the Documentation is completely
error free,will operate without interruption,is compatible with all equipment and software configurations,
or will.otherwise meet your needs.
7: Neither the Developer.nor any of the people or companies involved in providing this license to the Client
may be held liable for any incidental or consequential damages caused by failures or faults of the,software
or its functions.
8. The Developers sole responsibilities with respect to error corrections will be to correct any defects or
errors m the Software or its functions which are brought to the attention of the Developer by the Client.
9. This License Agreement will remain in effect until Software is returned to Developer by Client,or until
Software is destroyed by client.
Agreed by Client Date
AGENCY CRW C.st" Page 15 of 15
EXHIBIT"rL!
SOFTWARE MAINTENANCE, UPDATE AND PROBLEM RESOLUTION
CRW Associiates will provide:
1. Telephone Support(first ning&dW after installation)
We encourage the CITY to contact us by phone to resolve high-priority issues or urgent
problems. We maintain a log of all technical support questions initiated by the client,and we
record these calls in 15 minute intervals. During the first ninety(90)days after final acceptance
(as outlined in Exhibit F), of the software,there is no charge for this service.
2. Technical SMg9ort Account(continuous starting ninety days after installation
We require the CITY to initiate this TSA with a payment of$500. We maimain a log of all
technical support questions initiated by the client,.and we record these calls in 15 minute
intervals. The charge for these calls will be deducted from this account at the rate of$ 15 per
I5-minute increment for technical support when support request is initiated by the Client.
Charges will not be deducted from this account if technical support call results in a diagnosed
program.error.
2. Response to written problem reports:
For lower priority issues and questions,we provide a fax-in,e-mail or mail-in problem report.
We encourage the'CrIY to submit these reports at any time. Our policy is to acknowledge
receipt of all reports within 2 days with a telephone call to the client, and to provide a
resolution to the problem within 10 days.
3. M—oBft tele hone follow-up call from CRW.
We will contact the CT1Y by phone at least once per month to check up on system
performance, unanswered questions,etc. This monthly contact will be at no additional charge
to the City.
4, All W&M upgEldes. m diff tions
We will provide the CITY with all software upgrades and modifications. These new versions
will be transferred to the client via diskette(if requested;limited to one update per month)or
via modem through the Internet(unlimited number of updates). It is anticipated that at least one
software upgrade per month will be provided.
AGENCY CRW "" Page 16 of 16