1541 TSG The Signature Group151
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DOCUMENT APPROVAL
10/ 1 1/2012 3:30 PM
Contract Agreement Name TSG The Signature Group Agreement
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CONFIDENTIAL
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Natwnrk Maintenance & Sunnort Agreement -
This Network Maintenance and Support Agreement (this "Agreement), effective as of this 15th Day of September,
2012 ( "Effective Date ") is made and entered into between TSG, Inc., a Virginia corporation authorized to condu
business in the State of Florida, with offices at 8229 Boone Blvd., Suite 820, Vienna, Virginia 22182 ( "Consultant "),
and City of Sanford, with offices at 300 North Park Avenue, Sanford, Florida 32771 ( "Client "). Consultant shall be
referred to in this agreement from time -to -time as "TSG' and the City of Sanford shall be referred to in this
agreement as the "Client ". This agreement defines the services ( "Services ") and deliverables ( "Deliverables ") that
TSG shall provide to the Client.
This agreement consists of this signature page and the following sections and the exhibits and schedules identified
in the List of Exhibits and Schedules section hereof, all of which are incorporated in this agreement by this
reference:
Sections
1. Services
2. Charges
3. Pricing, Terms and Payment
4. Designated Contacts
S. Escalation Procedures
6. Responsibilities of TSG
7. Responsibilities of Client
8. Term; Termination
9. Default
10. Warranty
11. Notices
12. Limitation of Liability
13. Additional Terms and Conditions
14. List of Exhibits and Schedules
SERVICES
1.1 The parties desire to enter an agreement relative to the provision of maintenance and support
services described in this Agreement, and TSG has agreed to provide such services to the Client,
which shall be governed by the terms and conditions of this Agreement.
1.2 TSG shall provide the following services (the "Work ") described on the marked exhibits listed
below, which exhibits are attached hereto and made a part hereof (the marked exhibits are
collectively referred to herein as the "Work Statement "):
Network Monitoring, Analysis and Reporting - Exhibit A
Server Monitoring, Analysis and Reporting - Exhibit B
Application Monitoring, Analysis and Reporting - Exhibit C
Remote IT Telephone Support - Exhibit D
II Patch Management - Exhibit E
❑ Backup Management - Exhibit F
[l Corporate Anti -Virus Management - Exhibit G
f g Moves /Adds /Changes /Deletes ( "MACDs ") - Exhibit H
Agreement Date: September 9, 2012 Page 1 of 32
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Onsite Field Support - Exhibit I
II Remote Help Desk - Exhibit
Q Hosted Email /Exchange Hosting - Exhibit K
[] SharePoint Hosting - Exhibit L
L] Collocation Services - Exhibit M
E Client Access - Exhibit N
Client Reporting - Exhibit 0
Quarterly Business Review - Exhibit P
Change Request Form - Exhibit
Same Letters of Agency - Exhibit R
Fault, Severity and SLA Definitions - Exhibit S
Scy�ratwreeaae Network Maintenance
& Support Agreement
1.3 The services to be provided to Client under this Agreement are limited to the specific services
described in the Work Statement and any additional services requested by Client outside the scope
of the Work Statement must be identified and documented separately in writing(s) executed and
delivered by both TSG and the Client.
1.4 In the event Client desires to change the scope of the Work Statement, the following procedures
shall apply:
1.4.1 Upon request, TSG shall provide Client with a Change Request Form, Exhibit Q. This form
shall be used to administratively track changes to Work Statement.
1.4.2 TSG shall respond to an executed Change Request Form submitted by Client as soon as
reasonably practicable with a quotation or a Change Order. Requested changes will not be
instituted unless and until Client executes and delivers the Change Order form provided by
TSG in response to a Change Request Form submitted by Client.
1.4.3 Client agrees to pay TSG for any additional charges that may be incurred as a result of
changes to the Work Statement.
1.5 Except to the extent expressly provided in the Work Statement, services provided hereunder do not
include:
1.5.1 Electrical work external to the serviced equipment;
1.5.2 Network and telephone cable plant work;
1.5.3 Repair of damage resulting from accident, transportation, neglect or misuse, acts of nature,
acts of god, operation of the equipment outside the manufacturer's environmental
specification, failure of electrical power, failure of environmental controls or HVAC, causes
other than ordinary use, physical failure of the telephone facilities, or failure or issues
associated with client telephony and data cable infrastructure.
1.5.4 Furnishing supplies or accessories, painting, or refinishing the equipment or furnishing
material therefore, making specification changes or performing services connected with
relocation of machines, or adding or removing accessories, attachments or other devices;
1.5.5 Services which are impractical for our representatives to render because of alterations to
the equipment, or its connection by mechanical or electrical means to other devices, or
alterations to operating system;
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1.5.6 System engineering services, software programming and upgrades to most current revision
level other than for remediation of a reported outage, remediation of bug fixes or for safety
reasons as specified by the equipment manufacturer or as covered by Schedule 1.1;
1.5.7 Remediation of client created failures or the results of a client upgrade or migration failure;
1.5.8 Equipment modifications mandated by manufacturer as a preventive measure and not as
remediation of a reported outage;
1.5.9 The cost to obtain equipment to replacement or remediate systems or platforms or
components. All replacement equipment shall be obtained through manufacture service
contracts or be purchased through distribution and billed to client.
2.0 CHARGES
2.1 TSG shall charge for Work identified on the Equipment Coverage List, attached hereto and made a
part hereof as Schedule 1.1
2.2 Fault and Performance Monitoring charges are based upon a per network device, per year, price. A
network device is defined as Simple Network Management Protocol ( "SNMP ") manageable and
configurable WAN /LAN unit residing on the client's premises (i.e. Router, Switch, Voice Gateway,
and Server, Operating System, or Application). Telephones are not monitored under the standard
offering. All network devices each count as one (1) device regardless of size or active interfaces.
Standard pricing assumes a minimum of an annual contract.
2.3 Services requested by the Client outside the scope of the Work Statement shall be chargeable at
TSG's standard time and material rates then in effect at the time such additional services are
requested or against client's active prepaid agreement. Client acknowledges and agrees that the
following services are outside the scope of the Work Statement and Client will be billed and shall
pay for such services on a time and material basis:
2.3.1 Time spent by TSG personnel or its agents waiting to gain access to the faulty equipment, if
the wait is longer than fifteen (15) minutes.
2.3.2 Cost of any on -site service call (time and travel expense of TSG's personnel or its agents),
which the Client requested when a "no trouble found" situation occurs with the equipment
at the location.
2.3.3 Re- installation charges for equipment improperly installed by the Client or its
representatives.
2.3.4 Repair or replacements caused by or resulting from Client's neglect, misuse or negligence.
2.4 A documentation, design review and passive monitoring phase are included to validate the systems,
design and documentation are in compliance with TSG's standards increasing the success of
supporting clients systems. Any remediation to bring the systems, deployment and documentation
into TSG standards or to resolve issues found during turn -up and passive monitoring are
considered out of scope and invoiced outside the scope of this contract per section 2.3.
3.0 PRICING, TERMS AND PAYMENT
M Annual Service Agreement
a Multi -Year Service Agreement
Q 2 Year Service Agreement
3 Year Service Agreement
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D 5 Year Service Agreement
Sigratroreewre Network Maintenance
& Support Agreement
The Signature Group offers SignatureCare services on an annual or multi -year term basis. There is
a one -time setup fee for all SignatureCare contracts. After the initial term is complete, a 5%
increase will be applied to the Annual fee and again at each renewal of each term. Pricing for multi-
year contracts includes a discount to the annual fee and protection against future annual fee
increases.
3.1 Service Pricing
- Signature Care Service Pricing
One Time Setup Fee $ 1,050.00
Annual SignatureCare Service Fee $ 10,360.00
3.2 The one time setup fee will be invoiced immediately upon signing the SignatureCare Network
Maintenance and Support Agreement. Terms on the invoice are due upon receipt. Monitoring
services may not commence prior to receipt of payment of the setup fees.
3.3 The SignatureCare annual service agreement fee will be invoiced in full ten (10) business days
before the SERVICE LIVE -DATE (defined in Section 14.3). The annual fee of $10,360.00 is due and
payable to The Signature Group Inc. prior to the commencement of live service. (Submission of
payments will be considered sufficient only if personally delivered, delivered by a major
commercial rapid delivery courier service with next business day delivery and tracking capabilities
and costs prepaid, or mailed by prepaid certified or registered mail, return receipt requested, to the
party identified in Section 1.1 within this Agreement.)
3.4 Services performed within the scope of the Work Statement shall be invoiced on an annual basis in
advance of each renewal year. Client is provided ten (10) business days from each invoicing date to
submit payment.
3.5 Services performed outside of the Work Statement, shall be invoiced monthly to Client on a Time
and Materials ( "T &M ") basis or on an existing Prepaid Services Contract. Amounts incurred by TSG
for any reasonable travel or living expenses and /or materials /equipment in support of this
agreement shall be paid separately to TSG.
3.6 Invoices for out of scope work shall be payable by Client within thirty (30) days from the date of the
invoice. Overdue invoices may be assessed a late payment charge at the rate of one and one half
percent (1 -1/2 %) per month commencing on the 30th day after the invoice date, but in no event
shall such charge be in excess of the lawful maximum rate.
3.7 Should Client have a dispute over any TSG invoice, Client agrees to notify TSG in writing of the
details of such dispute within fifteen (15) days of the date of the invoice so as to allow TSG to take
appropriate action to address Client's concerns. If written notice is not received within fifteen (15)
days, the invoice will be deemed accurate and payable under the terms outlined in Section 3 of this
Agreement. All other outstanding invoices not under dispute should continue to be paid within the
terms defined in this agreement.
4.0 DESIGNATED CONTACTS
4.1 Unless specified otherwise in writing, the primary contacts for Client and TSG shall be:
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Client Contact: Christopher M. McDeed
Telephone Number: (407) 688 -5204
E -mail address: Christopher.McDeed @sanfordfl.gov
With Copy to:
F. William Smith
PO Box 1788
Sanford, FL 32772
Telephone Number:
(407)688 -5028
E -Mail Address:
bill.smith @sanfordfl.gov
TSG Contact: NOC Operations Manager
Telephone Number: 800 - 734 -7013
Facsimile Number: 703- 734 -9477
General Information E -mail address *: noc- o p s @tsginc.b
* Client shall be assigned a UNIQUE email address for opening tickets during the turn up process which shall be documented in the client
service manual
5.0 ESCALATION PROCEDURES
Client and TSG shall mutually develop and agree to an Escalation Procedure upon execution of this
agreement. TSG shall also create a client service manual detailing the escalation contacts and procedures
mutually agreed upon that shall be used as the defining processes for the TSG for this contract. Once the
Client Service Manual has been prepared and finalized, the Escalation Procedure set forth in Client Service
Manual shall apply.
6.0 RESPONSIBILITIES OF TSG
6.1 TSG shall perform Work described in the Work Statement in a professional and timely manner in
accordance with the terms of the Work Statement and in such a manner as to minimize interference
with the operations of the Client.
6.2 TSG shall provide all resources, facilities, management, labor, expertise, skills, tools and equipment
necessary for the performance of the Work.
6.3 For any Work performed at Client's offices, at the end of each day TSG shall remove any trash, tools,
equipment or other material that is unsightly or that may be a potential hazard.
6.4 TSG shall obtain and that it maintain all licenses, permits and approvals required by any federal,
state or local licensing, regulatory, or other agency for performance of the work required by this
Agreement. TSG shall comply with all applicable state and local laws, ordinances, codes, regulations,
rules, policies and procedures and all applicable federal laws, Presidential Executive Orders, and
government regulations, and the requirements of any other public or private authority, respecting
the performance by TSG of its duties and responsibilities under this Agreement.
6.5 TSG shall have the right to subcontract or delegate a portion of its obligations hereunder without
the prior written consent of Client; provided, however, that (i) TSG shall have assured, and hereby
represents and warrants, that all such subcontractors have suitable training, experience,
capabilities, skill and licenses to perform the Work, (ii) TSG shall cause each and every such
subcontractor to agree to and abide by the terms and conditions of this Agreement, and (iii) TSG
shall at all times remain primarily liable for any and all services performed by such subcontractors.
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7.0 RESPONSIBILITIES OF CLIENT
7.1 Client shall provide TSG with site contact information for each contracted location to facilitate
access to equipment and connection terminations, along with out -of -hours access procedures.
7.2 Client shall provide TSG with the necessary security information including dial -in numbers, access
IDs, passwords, and supervisory connection to each network, SNMP community names to allow TSG
to isolate and diagnose faults and poll the network adequately.
7.3 Client shall provide TSG with notification contacts and escalation lists during business and non -
business hours, including, if TSG is responsible for managing outside vendors under a letters of
agency, contact information and escalation processes within the support vendor organizations.
7.4 If TSG is responsible for managing outside vendors, Client shall execute letters of agency (sample
letter of agency can be found in Exhibit R ) notifying the applicable vendors that TSG shall represent
the Client by isolating and troubleshooting Client's network problems.
7.5 Client shall supply a connection to the Internet and, when applicable, a backup circuit to support
the TSG - supplied VPN equipment.
7.6 Client shall notify TSG within 48 hours of any changes to the contracted devices by Client
7.7 For all equipment being supported via this contract, Client shall maintain a valid vendor hardware
replacement support contract to deliver hardware replacements and a valid vendor software
support contract to enable software upgrade, bug fix, firmware upgrades as necessary to meet
SLA's required by Client and shall provide TSG with all contract numbers.
7.7.1 There are instances where TSG shall allow a part to be included in this contract without a
hardware replacement support contract. In these instances, each part must be identified
and approved by TSG. If replacement equipment is required for this hardware, it shall be
purchased by TSG through distribution and billed to client. Be aware there is no guarantee
on parts replacement timeframes under this arrangement and it could take significantly
longer to obtain a replacement part than if the part was covered by a vendor hardware
contract. Client understands this risk they are taking on in this scenario.
7.8 Client shall maintain the overall security of the network per standard operating procedures agreed
to by TSG and Client.
7.9 Client shall provide timely access to the Client site(s) as needed for TSG to perform the Work and
meet contractual SLAB.
8.0 TERM; TERMINATION
8.1 The term of this Agreement shall commence on the Effective Date and shall continue in full force
and effect for a period of one (1) year from SERVICE LIVE -DATE; Client shall be presented with an
acknowledgement form for signature confirming acceptance and defining SERVICE LIVE -DATE
defined in Section 14.3 of this Agreement. At the completion of this initial term, the agreement shall
be automatically renewed and extended for a period of one (1) year, and shall continue to
automatically renew for one (1) year periods unless a written termination notice is provided by the
Client not less than thirty (30) days prior to the expiration date.
8.2 This Agreement may be terminated by either party by written notice to the other party upon the
occurrence, and during the continuation of, an Event of Default as defined in Section 9 of this
Agreement by the other party. In the event of any termination under this Section 8.2 the non -
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defaulting party shall have all rights and remedies available under this Agreement, at law and /or in
equity, all of which rights and remedies shall be cumulative.
9.0 DEFAULT
9.1 The occurrence of any of the following shall constitute an Event of Default under this Agreement:
9.1.1 Failure of Client to pay any amounts due TSG hereunder, which failure continues for a
period of fifteen (15) calendar days after written notice thereof from TSG to Client.
9.1.2 Any other material breach of this Agreement and /or any WORK STATEMENT by either
party which continues for more than thirty (30) days following written notice.
10.0 WARRANTY
10.1 TSG warrants that the services provided shall be performed in a competent manner by personnel
with suitable training, experience, capabilities, skill and licenses to perform the Work and shall be
free from defects in workmanship for a period of thirty (30) days following completion of the
specific event. In the event of a breach of the foregoing, as Client's sole and exclusive remedy, TSG
shall, without charge and as soon as reasonably practicable, repair, replace, re- perform and /or
modify the affected Work so as to promptly correct such breach.
10.2 TSG does not warrant uninterrupted or error -free operation of equipment or software. TSG shall
have no obligation whatsoever under the warranty provisions above with respect to defects
relating, but not limited to, any of the following:
10.2.1 Incomplete, inaccurate or inappropriate data supplied by Client;
10.2.2 Installation, wiring, repair or use other than as specified and authorized by the
manufacturer or TSG;
10.2.3 Use of the equipment or software with other equipment or software not supplied or
authorized by TSG;
10.2.4 Modification of the equipment, software use, or possession without the prior written
consent of manufacturer or TSG;
10.2.5 Subjecting the equipment or software to environmental, power or operating conditions
other than as specified and authorized by manufacturer or TSG;
10.2.6 Subjecting the equipment or software to misuse, abuse, neglect, negligence, accident,
unusual hazard or disasters, including without limitation, fire, flood, water, wind, lightning
or other acts of nature;
10.2.7 Use of replacement parts not supplied by manufacturer of the equipment or TSG.
10.3 EXCEPT AND TO THE EXTENT EXPRESSLY PROVIDED IN THIS AGREEMENT OR A WORK
STATEMENT AND IN LIEU OF ALL OTHER WARRANTIES, THERE ARE NO WARRANTIES, EXPRESS
OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANY WARRANTIES OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE. TSG HAS NO OBLIGATION WITH RESPECT TO THE
SERVICES PERFORMED OR COMPUTER PRODUCTS SOLD AND DELIVERED, EXCEPT AS
EXPLICITLY SET FORTH IN THIS WORK STATEMENT. TSG SHALL NOT BE LIABLE FOR ANY
SERVICES OR PRODUCTS PROVIDED BY THIRD PARTY VENDORS, DEVELOPERS OR CONSULTANTS
Agreement Date: September 9, 2012 Page 7 of 32
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IDENTIFIED TO CLIENT BY TSG DURING ANY ASPECT OF A PROJECT UNDER THIS WORK
STATEMENT OR OTHERWISE.
11.0 NOTICES
All notices intended for the parties shall be in writing and effective if sent to their respective addresses set
forth in the preamble to this Agreement; if to Client address to Client Contact with copy as indicated if to
TSG, Attention: Legal Services Department. Notices under this Agreement will be sufficient only if
(i) personally delivered, (ii) delivered by a major commercial rapid delivery courier service with next
business day delivery and tracking capabilities and costs prepaid, or (iii) mailed by prepaid certified or
registered mail, return receipt requested, to a party at its address first set forth in this Agreement. If not
received sooner, notices by mail shall be deemed received three (3) days after deposit in the U.S. mails.
12.0 LIABILITY
(a). To the fullest extent permitted by law, TSG shall indemnify, hold harmless, and defend the Client, its
agents, servants, officers, officials, and employees, or any of them, from and against any and all claims,
damages, losses, and expenses including, but not limited to, attorneys fees and other legal costs such as
those for paralegal, investigative, and legal support services, and the actual costs incurred for expert
witness testimony arising out of or resulting from the performance or provision of services required under
this Agreement, provided that same is caused by the material breach of this Agreement by TSG, or by the
gross negligent act, gross negligent failure to act, malfeasance, misfeasance, , or misconduct of TSG, its
agents, servants, officers, officials, employees, or subcontractors.
(b). In accordance with Section 725.06, Florida Statutes, adequate consideration has been provided to
the TSG for this obligation, the receipt and sufficiency of which is hereby specifically acknowledged.
(c). Nothing herein shall be deemed to affect the rights, privileges, and immunities of the Client as set
forth in Section 768.28, Florida Statutes.
(d). In claims against any person or entity indemnified under this Section by an employee of TSG or its
agents or subcontractors, anyone directly or indirectly employed by them or anyone for whose acts they
may be liable, the indemnification obligation under this Section shall not be limited by a limitation on
amount or type of damages, compensation, or benefits payable by or for TSG or its agents or
subcontractors, under workers compensation acts, disability benefits acts, or other employee benefit acts.
(e). The execution of this Agreement by TSG shall obligate TSG to comply with the indemnification
provision in this Agreement; provided, however, that TSG shall also comply with the requirements of the
Client relating to insurance coverages consistent with the policies of the Client.
TSG SHALL IN NO EVENT HAVE ANY LIABILITY FOR INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES OR LOST
PROFITS ARISING OUT OR RELATED TO THIS AGREEMENT OR ANY WORK STATEMENT OR ADDENDUM, OR THE
PROPOSAL OR THE PERFORMANCE OR BREACH THEREOF, EVEN IF TSG IS ADVISED OF THE POSSIBILITY OF
SUCH DAMAGES. 13.0 OTHER TERMS AND CONDITIONS
13.1 This Agreement shall be governed by and construed in accordance with the laws of the State of
Florida.
13.2 The Parties agree the state courts having jurisdiction over Seminole County, Florida and the Federal
courts for the Middle District of Florida, shall have exclusive jurisdiction and venue over any
litigation or other proceedings relating to or arising out of this Agreement and /or any Work
Agreement Date: September 9, 2012 Page 8 of 32
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Statement hereunder, whether sounding in contract or tort. Each party hereby waives trial by jury
to the fullest extent permitted by law.
13.3 This Agreement shall inure to the benefit and be binding upon the parties and their permitted
successors and assigns. The provisions of this Agreement regarding payment, warranty and
limitation of liability shall survive the expiration or termination of this Agreement.
13.4 In the event that one or more of the provisions contained herein shall for any reason be held
invalid, illegal, or unenforceable in any respect, the invalidity, illegality, or unenforceability shall not
affect any other provision, and this Agreement shall be construed as if the invalid, illegal, or
unenforceable provisions had never been contained herein.
13.5 This Agreement and matters specifically incorporated herein by reference, constitute the entire
agreement between the parties hereto and supersede all prior and contemporaneous agreements
or understandings between the parties in connection with the subject matter hereof. This
Agreement may not be changed or modified in any manner except by written instrument signed by
the parties hereto.
13.6 In the event of any conflict, inconsistency or ambiguity between the terms and conditions of this
Agreement and the terms and conditions of a Work Statement, the terms and conditions of the
Work Statement shall control.
13.7 In the event of any dispute between the parties concerning the performance of a party hereunder, the
party asserting the dispute shall provide written notice of such dispute to the other party setting forth
in detail the substance of the dispute and such party's proposed resolution thereof. Upon receipt of a
written notice, the party receiving such notice have a period of ten (10) days to respond in writing to
the other party setting forth such party's position as to the dispute and a proposed resolution of
thereof. The parties agree to negotiate in good faith in an attempt to resolve the dispute for a period of
not less than five (5) days after delivery of the response. In the event the parties are unable to resolve a
dispute within the time frame set forth in this Section 13, then each party shall be entitled to pursue
such other remedies as may be available under this Agreement or applicable law.
13.8 In the event of any litigation or other proceedings to enforce the terms of this Agreement and /or
any Work Statement hereunder, the prevailing party in such litigation or other proceedings shall be
entitled to reimbursement from the other party of all of its costs and expenses (including
reasonable attorneys' fees) incurred in such litigation or other proceedings.
13.9 Except for obligations to pay amounts due hereunder, neither party shall be deemed to be in
default nor be responsible for delays or failures in performance resulting from acts beyond the
reasonable control ,of such Oarty. Such acts shall include, but not be limited to, acts of nature,
strikes, lockouts, riots, acts of war; acts of terrorism, epidemics, governmental action or inaction,
trade embargoes, fire, communication line failures, power failures, earthquakes, or other disasters.
14.0 LIST OF EXHIBITS AND SCHEDULES
Exhibits
Exhibit A
Network Monitoring, Analysis and Reporting
Exhibit B
Server Monitoring, Analysis and Reporting
Exhibit C
Application Monitoring, Analysis and Reporting
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Exhibit D
Remote IT Telephone Support
Exhibit E
N/A
Exhibit F
N/A
Exhibit G
N/A
Exhibit H
Moves /Adds /Changes /Deletes ( "MACD ")
Exhibit I
On -Site Field Support
Exhibit I
N/A
Exhibit K
N/A
Exhibit L
N/A
Exhibit M
N/A
Exhibit N
Client Access
Exhibit 0
Client Reporting
Exhibit P
Quarterly Business Review
Exhibit Q
Change Request Form
Exhibit R
Same Letters of Agency
Exhibit S
Fault, Severity and SLA Definitions
Schedules
Schedule 1.1 - Equipment Coverage List
Schedule 1.2 - Locations Covered
_Tejx jt A''rwNetwork Maintenance
& Support Agreement
IN WITNESS WHEREOF, the duly authorized representatives of the parties hereto have caused this agreement to
be duly executed.
By: INC.
By: rr
Name:
Title: CEO
Date: " 13o> 1 IZ
Attest.
Attest:
By:
Name: Remaru Burc h
Title: ✓e 14cru //)ti!
Date:
anet Dougherty, City Clerk it
For use and reliance of the
Sanford City Commission only.
Approve prove as to wwAwA Lleg lity.
illiam L. Colbert
City Attorney ✓
Agreement Date: September 9, 2012 Page 10 of 32
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END OF AGREEMENT
Sr0&4e4zejf4rae Network Maintenance
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THE SIGNATURE GROUP, INC.
CONFIDENTIAL
14.1- EXHIBITS FOLLOW
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Scgsatuze�auNetwork Maintenance
& Support Agreement
EXHIBIT A — NETWORK MONITORING, ANALYSIS AND REPORTING
Service Overview
TSG shall deliver around - the - clock, up /down fault monitoring, key performance and utilization statistics on the network
infrastructure devices identified in Schedule 1.1 of this agreement. This service is to rapidly identify issues that may
affect the operation or performance of the network infrastructure. The network monitoring enhances business
continuity and provides a proactive approach for increasing the stability and proper functionality of the network.
Utilizing SNMP hardware and application agents as appropriate, TSG shall monitor performance statistics of network
devices and circuits in order to detect issues and respond appropriately to remediate.
When performing these services as part of the support agreement, TSG shall:
• Provide 24 hrs a day, 7 days a week, 365 days a year (247065) real -time and proactive monitoring, trap
processing and archiving of the events in the current and historical event logs of the Client's SNMP enabled
devices as identified in Schedule 1.1 of this Agreement.
• Contracted devices and /or applications shall be polled by the management server at regular intervals as
appropriate for the polling device. This would be dependent on the client's connectivity and bandwidth to the
internet and /or wide area network as appropriate for each service location.
• For devices identified as Full Remediation in Schedule 1.1, TSG shall:
• Detect, isolate, diagnose, test, resolve, and document issues within TSG's Client Trouble Ticketing
System.
• Perform problem diagnosis and resolution per the specified timeframes within TSG's fault management
process, escalation process or third parties' escalation process.
• Take ownership of resolution of the identified problem(s) on behalf of the Client and act as an agent for
the Client under executed letters of agency with third -party entities (i.e. carrier, parts replacement
vendor, etc...) when necessary for resolution.
• Dispatch on -site support for third party entities as required per the Coverage Levels identified in
Schedule 1.1.
• For devices identified as Notify Only in Schedule 1.1, TSG shall:
• Detect, triage (provide as much of a diagnosis as possible), and document issues within TSG's Client
Trouble Ticketing System.
• Notify the Client of the status and progress of all faults per Service Level Agreement outlined in Schedule
1.1 so that the Client's IT Staff can proceed with remediation of the identified issue
• When connecting into Client's network for monitoring purposes, TSG shall:
• Install and maintain any TSG -owned equipment deployed on Client's premise for use in delivering
monitoring services.
• Safeguard proprietary information and take all necessary precautions to provide a secure management
connection between the NOC and the managed network.
• For IOS based devices, TSG shall perform regular configuration backup for the contracted devices in Client's
network identified in Schedule 1.1. The schedule shall be determined during turn up based on the frequency
that the client's devices are updated in client's environment. When performing configuration backup services as
part of the support agreement, TSG shall:
Agreement Date: September 9, 2012 Page 12 of 32
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• Remotely access contracted devices and retrieve the active configurations
• Archive and store at least the latest two configurations in a secure client database
• Provide the last archived configuration to assist with rapid recovery in the event of configuration loss or
changes (including during any outage or disaster), or performance issues.
Some Key Items Not Covered in this Service
TSG does not include the following services under this Exhibit:
• Installation of upgrades to memory, processor or any other hardware that may be recommended during the
term of the contract.
Installation of new applications.
Application /Event /Security Log Monitoring.
Agreement Date: September 9, 2012 Page 13 of 32
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- - - - -- -GROUP
EXHIBIT B - SERVER MONITORING, ANALYSIS AND REPORTING
Service Overview
TSG shall deliver around - the - clock, up /down fault monitoring and key performance and utilization statistics on the
servers as identified in Schedule 1.1 of this agreement. This service is to rapidly identify issues that may affect the
operation or performance of the server infrastructure. The monitoring enhances business continuity and provides a
proactive approach for increasing the stability and proper functionality of the servers. Utilizing SNMP hardware and
application agents as appropriate, TSG shall monitor performance statistics of servers, including hardware, in order to
detect and respond appropriately to remediate.
When performing these services as part of a support agreement, TSG shall:
• Provide 24 hrs a day, 7 days a week, 365 days a year (247065) real -time and proactive monitoring, trap
processing and archiving of the events in the current and historical event logs of the Client's SNMP enabled
servers as identified in Schedule 1.1 of this Agreement.
• Contracted servers shall be polled by the management server at regular intervals as appropriate for the polling
device; this would be dependent on the client's connectivity and bandwidth to the internet and /or wide area
network as appropriate for each service location.
• For devices identified as Full Remediation in Schedule 1.1, TSG shall:
• Detect, isolate, diagnose, test, resolve, and document issues within TSG's Client Trouble Ticketing
System.
• Perform problem diagnosis and resolution per the specified timeframes within TSG's fault management
process, escalation process or third parties' escalation process.
• Take ownership of resolution of the identified problem(s) on behalf of the Client and act as an agent for
the Client under executed letters of agency with third -party entities (i.e. carrier, parts replacement
vendor, etc...) when necessary for resolution.
• Dispatch on -site support for third party entities as required per the Coverage Levels identified in
Schedule 1.1.
• For devices identified as Notify Only in Schedule 1.1, TSG shall:
• Detect, triage (provide as much of a diagnosis as possible), and document issues within TSG's Client
Trouble Ticketing System.
• Notify the Client of the status and progress of all faults per Service Level Agreement outlined in Schedule
1.1 so that the Client's IT Staff can proceed with remediation of the identified issue
• When connecting into Client's network for monitoring purposes, TSG shall:
• Install and maintain any TSG -owned equipment deployed on Client's premise for use in delivering
monitoring services.
• Safeguard proprietary information and take all necessary precautions to provide a secure management
connection between the NOC into the managed network.
• Services that shall be available to be monitored:
o General Server:
• Storage and hard drive utilization and performance
• Drive Defragmentation as required up to 2x a year per server
• CPU utilization and statistics
• Memory utilization and statistics
• Hardware degradation
Agreement Date: September 9, 2012 Page 14 of 32
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• Operating System Health
• Critical Microsoft OS Services
Some Key Items Not Covered in this Service
TSG does not include the following services under this Exhibit:
• Installation of upgrades to memory, processor or any other hardware that may be recommended during the
term of the contract.
• Installation of new applications.
• Support and /or resolution of issues caused by the installation of new application(s) on a monitored server by the
client or third party that affect the performance and /or operation of the server.
• Application /Event /Security Log Monitoring.
Agreement Date: September 9, 2012 Page 15 of 32
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- - - - - -- - GROUP
_Te KA uz e~ Network Maintenance
& Support Agreement
EXHIBIT C — APPLICATION MONITORING, ANALYSIS AND REPORTING
TSG shall deliver around - the - clock, up /down fault monitoring and key performance and utilization statistics on the
servers as identified in Schedule 1.1 of this agreement. This service is to rapidly identify issues that may affect the
operation or performance of the server infrastructure. The monitoring enhances business continuity and provides a
proactive approach for increasing the stability and proper functionality of the servers. Utilizing SNMP, URL, and
application agents as appropriate, TSG shall monitor the performance statistics of applications in order to detect and
respond appropriately to remediate.
When performing these services as part of a S*va&reeazesupport agreement, TSG shall:
• Provide 24 hrs a day, 7 days a week, 365 days a year (247) real -time and proactive monitoring, trap processing
and archiving of the events in the current and historical event logs of the Client's SNMP or URL based enabled
applications as identified in Schedule 1.1 of this Agreement.
• Contracted applications shall be polled by the management server at regular intervals as appropriate for the
polling device; this would be dependent on the client's connectivity and bandwidth to the internet and /or wide
area network as appropriate for each service location.
• For devices identified as Full Remediation in Schedule 1.1, TSG shall:
• Detect, isolate, diagnose, test, resolve, and document issues within TSG's Client Trouble Ticketing
System.
• Perform problem diagnosis and resolution per the specified timeframes within TSG's fault management
process, escalation process or third parties' escalation process.
• Take ownership of resolution of the identified problem(s) on behalf of the Client and act as an agent for
the Client under executed letters of agency with third -party entities (i.e. carrier, parts replacement
vendor, etc...) when necessary for resolution.
• Dispatch on -site support for third party entities as required per the Coverage Levels identified in
Schedule 1.1.
• For devices identified as Notify Only in Schedule 1.1, TSG shall:
• Detect, triage (provide as much of a diagnosis as possible), and document issues within TSG's Client
Trouble Ticketing System.
• Notify the Client of the status and progress of all faults per Service Level Agreement outlined in Schedule
1.1 so that the Client's IT Staff can proceed with remediation of the identified issue
• When connecting into Client's network for monitoring purposes, TSG shall:
• Install and maintain any TSG -owned equipment deployed on Client's premise for use in delivering
monitoring services.
• Safeguard proprietary information and take all necessary precautions to provide a secure management
connection between the NOC into the managed network.
• For application services identified in Schedule 1.1, TSG shall support the following:
• APP:AD (Microsoft Active Directory (AD) Services)
• AD Primary and Backup roles and services
• AD Replication
• DNS Lookup
• AD Authentication
• APP:EXCH (Microsoft Exchange Servers)
Agreement Date: September 9, 2012 Page 16 of 32
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• Critical Microsoft Exchange Services
• Mail Round Trip Time -to -Live
• Mailbox Usage Reports
• APP:SQL (Microsoft SQL Database Servers)
• Critical SQL Services
• Health and performance of databases
• SQL Performance Trending
• APP: WEB (Microsoft Web Servers (IIS))
• Critical IIS Services
• IIS Performance Trending
• APP: CUCM (Cisco Unified Communications Manager)
■ Critical voice statistics to monitor health of server
• APP: UNITY (Cisco Unified Communications Manager)
• Unity Licensing
• Critical voice statistics to monitor the health of server
• APP:CITRIX (Citrix)
• Client Connections
• Client Applications and Services
• APP:BACKUP (Backup Services)
• Backup job completion and /or failures
• Critical backup services to monitor the backup operations
• APP:URL (Web URL Services)
• URL based testing (including SSL) of static pages to verify static content
• URL based forms testing (using POST /GET functionality) to verify return of content (commonly used to verify
back -end database interaction)
• Full Web based application testing may require client to create special pages and /or
database entries for testing purposes to allow for predictable testing results
• It is understood by client that the monitoring of custom applications is an iterative
process that usually takes several weeks to refine as the testing and diagnostics are
identified and honed by both the client and TSG's staff. A detailed understanding of
how the client applications perform is required to monitor custom application.
o APP:VMWARE (VMWare)
■ Critical statistics to monitor the health of server
Some Key Items Not Covered in this Service
TSG does not include the following services under this Exhibit:
• Installation of new applications.
• Support and /or resolution of issues caused by the installation of new application(s) on a monitored server by the
client or third party that affect the performance and /or operation of the server.
• Application /Event /Security Log Monitoring.
Agreement Date: September 9, 2012 Page 17 of 32
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-- - - - - -- GROUP
EXHIBIT D — REMOTE IT TELEPHONE SUPPORT
Service Overview
Remote IT Telephone Support provides the ability for Client's IT staff to open support tickets as well as basic "how -to"
questions or best practice guidance on devices covered within Schedule 1.1 of this Agreement.
When contracting with TSG for remote IT telephone support, TSG technical support engineers shall be available to
deliver Tier 1 -2 (basic triage and break /fix related items) 24x7x365 and Tier 3 Engineering remote support during
standard business hours.
When delivering remote IT telephone support, TSG shall:
• Act as a central client contact
• Detect and record events
• Investigate and prioritize incidents
• Notify and consult with clients
• Manage life cycle of trouble records
• Act as an agent on behalf of the client and mediate issues with vendors and carriers of covered devices in
Schedule 1.1
• Receive technical support calls from the Client's IT Staff.
• Respond to the best of TSG's ability to supported tickets.
• Begin remote diagnosis procedures based on the severity matrix to pinpoint the reported problem and
determine if the issue is software, hardware, circuit, or user related.
• Open a trouble ticket documenting the issue and assign a severity rating based upon the issue's impact upon the
business
• For devices that are covered under full remediation, TSG shall:
• Initiate remote diagnostic procedures to isolate the root cause of the problem. This may include
gathering additional information about the issue from the Client contact and performing remote testing
of the device.
• Manage the problem through resolution. If the problem is site related, TSG shall work with the site
contact to remediate the problem. If the problem is circuit - related, TSG shall open a ticket with the
carrier under an executed letter of agency from the Client. If the problem is hardware - related or
requires additional onsite diagnostics, TSG shall dispatch an onsite engineer and begin parts dispatch
with the parts replacement vendor on behalf of the Client under an executed Letter of Agency.
Agreement Date: September 9, 2012 Page 18 of 32
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S�eeNetwork Maintenance
& Support Agreement
EXHIBIT H — MOVES /ADDS /CHANGES /DELETES ( "MACD ")
Service Overview
TSG shall perform the remote administration tasks for user based moves, additions, changes or deletions (MACD) on the
Client's supported systems as identified as MACD included in Schedule 1.1. This service is intended to limit the service impact
for the client and to offload some of the daily administrative tasks associated with maintain the users on the covered
applications.
This service is not intended to be a complete replacement to the client's system administrator, but to augmentation to the
client's existing administrative staff. This service covers basic MACD tasks and not intended for bulk changes defined as any
changes affecting more than 5% of the total supported end user count during a calendar month's timeframe. Any changes
that are above 5% in any single month will be considered a project and shall be bid outside the scope of this agreement.
The MACD tasks included for the covered systems include:
• Microsoft's Active Directory Services (APP: AD)
• Add, Change and Disable User Accounts (To protect data integrity, TSG shall not delete accounts, but
shall inactivate them)
• Reset end user passwords (As per client's password policy and proper verification of end -user)
• Set appropriate permissions on user accounts as per client's request (such as adding the accounts to
specific security groups, distribution groups, etc)
• Add, change or terminate user(s) from distribution groups
• Add, Change and Terminate Users in Existing Distribution Groups
• Add, Change and Terminate Users in Existing Security Groups
• Microsoft's Exchange Email Services (APP: Exchange)
• Change and Disable Existing Email Accounts (To protect data integrity, TSG shall not delete accounts, but
shall inactivate them)
• Add, Change and Delete Email Contacts to be used for external communications
• Migrate email accounts between storage groups (move mailboxes from one existing mailbox storage
group to another existing group, does not include the creation of a new group)
• Cisco's Call Manager (APP:CM)
• Add and change end user phone configurations and user account settings
• Change Call Manager User passwords
• Cisco's Unity Voicemail (APP:UNITY)
o Unified Messaging: Add, Change and disable active directory /exchange user accounts and delete voice
mail accounts
o Unity Messaging Only: Add, Change and delete active directory/exchange user accounts and voice mail
accounts
o Change voice mail accessibility passwords
• XMedius (APP:XMedius)
o Add, change and disable fax user accounts
• Cisco IPCC Express (APP:IPCC)
o Add or remove users to existing queue groups
• Cisco Presence (APP:Presence)
Agreement Date: September 9, 2012 Page 19 of 32
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o Add, change and delete user accounts
• Cisco Mobility (APP:Mobility)
o Add, change and delete user accounts
• Cisco Phone Proxy (APP:Proxy)
o Add, change and delete user accounts
• Network Infrastructure
o Routers
■ Add, Change and Deletion of passwords
• Switches
■ Change port VLAN membership
• Wireless Access Points
■ Add, Change and Deletion of passwords
• Security Infrastructure
o Firewall
■ Add, Change and Deletion of passwords
• Intrusion Prevention /Detection
• Add, Change and Deletion of passwords
• Perform monthly signature updates as per the release from Cisco Systems
• Network Access Control
• Add, Change and Deletion of passwords
• Cisco MARS
• Add, Change and Deletion of passwords
• Add hosts into the appliance for monitoring and compliance
• Cisco Secure Access Control Server
• Add, Change and Deletion of passwords
• Add hosts into the software for access control
• OTHER APPLICATIONS AS APPROPRIATE
o Shall be defined and approved as per Schedule 1.1
When performing the MACDs, TSG shall:
• Work with Client to coordinate all moves, adds, changes and disable /deletes
• All changes shall be subject to review to validate that they are in -scope of this agreement. Out of scope changes
shall result in additional fees and appropriate work order shall be provided to cover the scope of the work to be
performed.
• Receive a complete MACD request form completed by the Client
• Verify submission and open a ticket to track the MACD request
• Provide e-mail confirmation of receipt of the remote MACD request form with ticket information
• Remotely access via approved connection the systems to be updated
• Remotely perform the necessary functions on the system to complete the End User's MACD request in
accordance with the End User's change management processes
• Contact the End User site contact to verify the MACD was successful and receive client approval of MACD
completion
• Close and update client documentation to reflect the MACD
Agreement Date: September 9, 2012 Page 20 of 32
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Timeframe for Implementing MACDs
Number of MACDs in a
Single Change Event
Timeframe
1-10
1 Business Day from Request
11-20
2 Business Days from Request
Over 20
Mutual Agreement
Some Key Items Not Covered in this Service
TSG does not include the following services under this Exhibit:
• MACE) work involved with turning up a new site or a site move
Agreement Date: September 9, 2012
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TSG
THE
- - - - - -- - GROUP
EXHIBIT 1— ON -SITE FIELD SUPPORT
Service Overview
SCyaj:a 4''w Network Maintenance
& Support Agreement
In the event that a device under contract is not operational and the issue cannot be resolved remotely, TSG shall
dispatch a field engineer to the site to perform further onsite diagnostics and /or perform hardware replacement tasks to
resolve the issue. _T4waArw6ae are meant to support the equipment /software as audited and certified by TSG
during turn up process. When on -site support is included in the coverage of the agreement and identified in Schedule
1.1 and in the event that onsite dispatch is required in order to replace faulty hardware, the arrival of an on -site
technician shall occur in conjunction with the arrival of the replacement hardware and shall align with the SLA provided
by the manufacturer hardware support contract.
The on -site support coverage shall comply with Schedule 1.1 and the following on -site options that apply are outlined
below:
• On -Site Time & Material (T &M): (Typically 8x5xNext Business Day (NBD) response)
o If on -site engineering staff is required, all time for on -site remediation shall be billed under the client's
Time and Materials and /or Pre -Paid Block of Hours contract with TSG, following the stated hourly
minimums for that contract. This option is a best effort response only and has no on -site SLA or
guarantee associated with it. Typically the response is an on -site engineer at best being the following
day during working hours.
• On -Site 8x5xNBD: (8 Business Hrs a day, 5 Work Days a week, excluding holidays and weekends with on -site
resource SLA to be Next Business Day from Dispatch)
o If on -site engineering staff is required; all time is inclusive within this agreement with the support level.
If on -site support is needed outside the timeframes included in this offering, all time for on -site
remediation shall be billed under the client's Time and Materials and /or Pre -Paid Block of Hours
contract with TSG.
• On -Site 8x5x4: (8 Business Hrs a day, 5 Work Days a week, excluding holidays and weekends with on -site
resource SLA to be 4 hours from Dispatch)
o If on -site engineering staff is required; all time is inclusive within this agreement with the support level.
If on -site support is needed outside the timeframes included in this offering, all time for on -site
remediation shall be billed under the client's Time and Materials and /or Pre -Paid Block of Hours
contract with TSG.
• On -Site 24x7x4: (24 Hrs a day, 7 Days a week INCLUDING holidays and weekends with on -site resource SLA to be
4 hours from Dispatch)
o If on -site engineering staff is required; all time is inclusive within this agreement with the support level.
When delivering onsite field support, TSG shall:
Agreement Date: September 9, 2012 Page 22 of 32
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• Dispatch a field engineer within the designated contractual timeframes to arrive onsite and perform further
onsite diagnostics or hardware replacement tasks
• Manage /guide the onsite engineer via telephone to complete troubleshooting /replacement activities
• Perform onsite troubleshooting, testing and parts replacement activities
Some Key Items Not Covered in this Service
TSG does not include the following services under this Exhibit:
• Any new installation, configuration, design, modification or projects to change how the solution was originally
designed and /or configured.
o This includes events or failures caused by changes made by the client. If the client makes changes
which cause an outage which has to be resolved by the TSG Scra&wjfrwTeam, it will be considered
out of scope.
• Monitoring and Management of applications not identified in Schedule 1.1 or added to this contract via a
Change Request.
• Installation of new applications.
• Support and /or resolution of new installed application on a monitored server by the client or third party that
affect the performance and /or operation of the server.
• Site issues related to environment, physical plant, power issues or cable infrastructure
• Assist in installing any custom applications or software that was not included during the implementation
phase of the project.
• Locations without physical access or require prior approval (such as a hosting facility)
• New configuration and installation of any new server, infrastructure device or Telephony equipment that is
not related to the dispatch incident
• Dispatch of an onsite engineer outside of the contract timeframes and locations outlined in Schedule 1.1 of
this contract.
Agreement Date: September 9, 2012 Page 23 of 32
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EXHIBIT N — CLIENT ACCESS
Service Overview
Se,ave ~6w Network Maintenance
& Support Agreement
All clients shall have private access into their customized device dashboard. The client may request up to
four separate accounts to be granted access to their custom dashboard. With this access, the client can create tickets,
run reports and view all reports generated within Exhibit P of this agreement. TSG shall do a basic single custom
branding provided client provides electronic images in the required dimensions.
LOGIN
Sign M
C3 A Culture of Excellence
—GROUP
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THE
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EXHIBIT O — CLIENT REPORTING
$igsatuneeareNetwork Maintenance
& Support Agreement
S*raowjf4w service includes extensive reporting resources ranging from a technical level to a managerial /executive
level. Client shall be provided the following reports:
• On demand reports are available via the client portal 240 to be run by client using client access logins.
• Basic monthly reports shall be generated and emailed to client identified distribution list
• Quarterly Business Reviews shall be transmitted quarterly including in -depth reporting and analysis
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EXHIBIT P - QUARTERLY BUSINESS REVIEW
S'cg.rat�aeeeare Network Maintenance
& Support Agreement
The Signature Group believes that Information Technology is the core to a company's operations and any problems in
this arena need to be identified and addressed quickly and efficiently. With that in mind, TSG shall conduct a formal
business review with each client once every quarter. During the review, managers and executives from both TSG and
the client shall meet to discuss the status of any ongoing projects, the current state of the network, server and
application infrastructure and the results and analysis of all monitored devices in the preceding three months. TSG shall
present a detailed overview of all noteworthy activity during the time period, and discuss program results and analysis,
utilizing a "Past, Present, and Future" approach. TSG shall make a series of recommendations based upon the results
and analysis, some of which should be implemented in the next quarter and some items that are suggested to be
included in the next budgetary cycle. If any events are deemed critical or severe enough, TSG will strongly recommend
remediation of any such instances at that time.
The review is an excellent opportunity for clients to address any short -term tactical issues that may arise while also
revisiting the company's strategic business goals and objectives and alerting TSG to any changes in overall corporate
directives and strategic plans.
What is expected from this process?
• An understanding of how the client is performing versus the plan for the year
• An updated perspective on the trends in client's market segment
• Identification of any critical issues that need to be immediately addressed
• A concise action plan to address any of the identified issues, including scheduled follow -up and identifying
members of the management team responsible for executing the mutually agreed upon plans.
Agreement Date: September 9, 2012 Page 26 of 32
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-- GROUP
EXHIBIT Q - CHANGE REQUEST FORM
This Change Request Form constitutes a modification to the Work Statement within the Network Maintenance Services
Agreement ( "Agreement "), as amended for time to time, between The Signature Group, Inc. ( "TSG ") and City of Sanford
( "Client "). Both parties hereby certify, by the signature of an authorized representative, that this Change Request Form
will amend and be fully incorporated into the existing Work Statement.
CHANGE REQ #
PROJECT CODE:
PERSON REQUESTING CHANGE:
TELEPHONE #:
DATE OF REQUEST:
DESCRIPTION OF REQUEST: (Include details on problem and desired solution)
USER COUNT IMPACT: (Are we changing the supported user count for the devices in the CR ?)
IMPACT SUMMARY: (Include estimates regarding additional Time and Costs)
ADDITIONAL CHARGES: $
DISPOSITION: (Describe how changes will be implemented if approved)
Except as changed herein, all terms and conditions of the Agreement and Work Statement remain in full force and
effect.
IN WITNESS WHEREOF, the duly authorized representatives of the parties hereto have caused this Change Request Form
to be fully executed.
THE SIGNATURE GROUP, INC.
By:
Name:
Title:
Date:
<CLIENTNAME>
By:
Name:
Title:
Date:
Agreement Date: September 9, 2012 Page 27 of 32
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Vendor Name
Vendor Contact Info
To Whom It May Concern:
T
' cl;Z
THE
-- - - - - -- GROUP
EXHIBIT R - SAMPLE LETTERS OF AGENCY
(To be produced on client letterhead)
Scglratwze�ie Network Maintenance
& Support Agreement
This is to advise you that we, <CLIENTNAME >, have retained the support services of The Signature Group, Inc. (TSG) to
act as our representative until you receive further notice.
Under the Support Services Agreement and by this letter, we do hereby authorize TSG to request copies of all records
handle coordination for the services and repair for all data systems and facilities. This includes arranging for
disconnects, reallocations, or feature upgrades to service and equipment as appropriate.
We understand that all charges relating to equipment and service provided by you will be paid by us directly and are not
the responsibility of TSG.
We also understand that TSG is not responsible for any delays on the part of the local exchange companies or other
common carriers in providing the services and equipment by the specified date. Please notify TSG if any jeopardy
situations occur.
This authorization does not preclude our ability to act on our own behalf when we deem it necessary and shall remain in
effect until further notice.
Sincerely,
< Signature>
Name
Title
City of Sanford
Agreement Date: September 9, 2012 Page 28 of 32
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EXHIBIT S — FAULT, SEVERITY AND SLA DEFINITIONS
S�eaaeNetwork Maintenance
& Support Agreement
Severity
Definition
Maximum Initial
Updates
Special Handling
Response ti me
Sev 4 / Critical
An outage impacting 50% or more of
15 minute response
Updates
Conference
end users (per location defined in
time. Client notified
provided
opened all parties
Schedule 1.2) on covered equipment
of issue and trouble-
every 2
working issue on
and /or covered applications affecting
shooting initiated.
hours or as
bridge as required
Missions Critical systems defined in
status
by event type.
Schedule 1.1 with no identified work
changes.
around
Sev 3 / Major
1) An outage impacting 10% or more of
45 minute response
Updates
Conference
end users (per location defined in
time. Client notified
provided
opened all parties
Schedule 1.2) on covered equipment
of issue and trouble-
every 2
working issue on
and /or covered applications affecting
shooting initiated.
hours or as
bridge as required
Missions Critical systems defined in
status
by event type.
Schedule 1.1 with an identified work
changes.
around allowing for work to proceed
with all or partial functionality
2) An outage impacting 10% or more of
end users (per location defined in
Schedule 1.2) on covered equipment
and /or covered applications affecting
Non - Missions Critical
3) An outage a VIP named user on
covered equipment and /or covered
applications affecting Missions Critical
systems defined in Schedule 1.1 with
no identified work around
Sev 2 / Minor
An outage impacting less than 10% of
2 hour response time
Updates
Tickets reviewed
end users (per location defined in
Client notified of
provided
daily and updated
Schedule 1.2)
issue and
every 8
with current
troubleshooting
business
status.
initiated.
hours.
Sev 1 /
Non - outage or service impairment
8 business hour
Updates
Tickets reviewed
Informational
issue.
response time Client
provided
daily and updated
notified of issue and
every 16
with current
MACD requests.
troubleshooting
business
status.
initiated.
hours.
Sev 0 /
Schedule work activity.
Follow up as
As status
Scheduled
I
scheduled.
changes
Agreement Date: September 9, 2012 Page 29 of 32
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THE SIGNATURE GROUP, INC.
CONFIDENTIAL
14.2 - SCHEDULES FOLLOW
FULL REMEDIATION
SERVERS
T q
THE
- - - - - - - -GROUP
SCHEDULE 1.1- EQUIPMENT COVERAGE LIST
S'cataareeaze Network Maintenance
& Support Agreement
APPLICATIONS
Model
QTY
p
On -Site
Max
Description / Notes
Location
Application
QTY
o
On -Site
Users
Description / Notes
Location
Model
QTY
Coverage
Count
Description / Notes
Selected
Included
Sanford, FL
MCS -7825
1
X
T &M
200
Cisco UCCM - Publisher
Sanford, FL
MCS -7825
1
X
T &M
200
Cisco UCCM — Subscriber
Sanford, FL
MCS -7825
1
X
T &M
200
Cisco Unity
APPLICATIONS
HARDWARE
Location
Model
QTY
p
On -Site
Max
Description / Notes
Location
Application
QTY
X
Coverage
Users
Description / Notes
Selected
Count
Included
Sanford, FL
Cisco UCCM
2
X
T &M
200
Communication Manager
Sanford, FL
Cisco Unity
1
X
I T &M
200
Unity Messaging
HARDWARE
Location
Model
QTY
°u
4
On -Site
Coverage
Selected
Max
Users
Count
Included
Description / Notes
Sanford, FL
Voice Gateway
2
X
T &M
N/A
Voice Gateway
IP Phones
Cisco I Phones/ User
Count 200
Agreement Date: September 9, 2012 Page 30 of 32
TEMPLATE 0.0
THE SIGNATURE GROUP, INC.
CONFIDENTIAL T8,,'
THE _.....
- - - - - -- -GROUP
Scg�ratu7eeareNetwork Maintenance
& Support Agreement
SCHEDULE 1.2 — LOCATIONS* COVERED
• All locations must be confirmed to be within a supported city that matches the SLA Coverage listed in Schedule 1.1
LOCATION #1 HQ
300 North Park Avenue
Sanford, FL 32771
On -Site Contact: Christopher McDeed
Email: Christopher .McDeed @sanfordfl.gov
Office Phone: 407.688.5024
Agreement Date: September 9, 2012 Page 31 of 32
TEMPLATE v3.0
THE SIGNATURE GROUP, INC.
CONFIDENTIAL
TS
-- - - - - -- - GROUP
14.3 - SERVICE LIVE DATE NOTIFICATION
ScyKatuaeeau Network Maintenance
& Support Agreement
In reference to Section 8.0 titled Term; Termination of the above referenced Sr,*v4ewe6 Network Maintenance and
Support Agreement between The Signature Group, Inc. ( "Consultant "), and City of Sanford ( "Client "), both parties
hereby certify, by the signature of an authorized representative, that the Service Live Date noted below will be the
date upon which all of the services requested in this Agreement will commence.
1. Project Code:
2. Date of Final Testing:
3. TSG Test Engineer:
4. Service Live Date':
IN WITNESS WHEREOF, the duly authorized representatives of the parties hereto have caused this Service Live Date
Notification to be fully executed.
THE SIGNATURE GROUP, INC.
By:
Name:
Title:
Date:
City of Sanford
By:
Name:
Title:
Date:
' The service live date is the date upon which specialized monitoring devices have been deployed, configured and tested, internet and backup
connectivity to the specified network components has been established and tested, and all monitoring services between Client specified devices and
The Signature Group Network Operations Center has commenced.
Agreement Date: September 9, 2012 Page 32 of 32
TEMPLATE v3.0