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1813 VITIL IT services Sem Co piggyback Information Service Desk and Desk-Side Computer Support Services (with Vitil Solutions, Inc.) Piggyback Contract (Seminole County) The City of Sanford ("City") enters this "Piggyback" Contract with Vitil Solutions, Inc., a Florida corporation, authorized to do business in the State of Florida, (hereinafter referred to as the "Vendor"), under the terms and conditions hereinafter provided. The City and the Vendor agree as follows: (1). The Purchasing Policy for the City of Sanford allows for "piggybacking" contracts. Pursuant to this procedure, the City is allowed to piggyback an existing government contract, and there is no need to obtain formal or informal quotations, proposals or bids. The parties agree that the Vendor has entered a contract with Seminole County, Florida, said contract being identified as the "Information Service Desk And Desk-Side Computer Support Services Agreement (RFP-602065-14/TLR)" relating to services being described in Exhibit "A" referenced below; said original contract being referred to as the "original government contract"). (2). The original government contract is incorporated herein by reference and is attached as Exhibit "A" to this contract. All of the terms and conditions set out in the original government contract are fully binding on the parties and said terms and conditions are incorporated herein. (3). Notwithstanding the requirement that the original government contract provisions of the original government contract as applied to this Contract between the Vendor and the City, as follows: 11 Page (a). Time Period ("Term") of this Contract: Same as the original government contract. (b). Insurance Requirements of this Contract: Same as the original government contract. (c). Any other provisions of the original government contract that will be modified: N/A; provided, however, the City and the Vendor shall negotiate and detail the specific tasks and to be accomplished as the services to be provided as well as the compensation for such designated task and services. (d). All other provisions in the original government contract are fully binding on the parties and will represent the agreement between the City and the Vendor except as set forth herein. (4). Address change for the City: Notwithstanding the address and contact information for the government entity as set out in the original government contract, the Vendor agrees that he/she/it shall send notices, invoices and shall conduct all business with the City to the attention of City Manager, at: City of Sanford, 300 North Park Avenue; Sanford, Florida 32771. The City Manager's designated representative for this Contract is Christopher M. McDeed, IT Manager, City of Sanford, Post Office Box 1788, 300 North Park Avenue; Sanford, Florida 32771- 1778, telephone number (407-688-5024) and whose e-mail address is: (5). Notwithstanding anything in the original government contract to the contrary, the venue of any dispute will be in Seminole County, Florida. Litigation between the parties arising out of this Contract shall be in Seminole County, Florida 21 Page in the Court of appropriate jurisdiction. The law of Florida shall control any dispute between the parties arising out of or related to this Contract, the performance thereof or any products or services delivered pursuant to such Contract. (6). Notwithstanding any other provision in the original government contract to the contrary, there shall be no arbitration with respect to any dispute between the parties arising out of this Contract. Dispute resolution shall be through voluntary and non-binding mediation, negotiation or litigation in the court of appropriate jurisdiction in Seminole County, Florida, with the parties bearing the costs of their own legal fees with respect to any dispute resolution, including litigation. (7). All the services to be provided or performed shall be in conformance with commonly accepted industry and professional codes and standards, standards of the City, and the laws of any Federal, State or local regulatory agency. (8). IF THE CONTRACTOR/VENDOR HAS QUESTIONS REGARDING THE APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO THE CONTRACTOR'S (VENDOR'S) DUTY TO PROVIDE PUBLIC RECORDS RELATING TO THIS CONTRACT, CONTACT THE CUSTODIAN OF PUBLIC RECORDS AT (407) 688- 5012, CYNTHIA PORTER, CITY CLERK, CITY OF Sanford, CITY HALL, 300 NORTH PARK AVENUE, SANFORD, FLORIDA 32771, PORTERC a@SANFORDFL.GOV. SIGNATURE PAGE FOLLOWS: 31 Page Entered this ay of 2017. Attest: Vitil Solutions, Inc. By: Kathy Seid rs Dale R. Ott Vice President/Treasure President/Secretary Date: ,(i�►�7 Attest: City Of Sanford By: Cy is Porter, City Clerk Jeff Triplett, Mayor Date: -� Approved as to form and legal sufficiency. eilliamColbert City Att rn / 4Page Exhibit "A" [Attach original government contract] 5Page I S I _5 Information Service Desk and Desk-Side Computer Support Services (with Vitil Solutions, Inc.) Piggyback Contract_(Seminole County) The City of Sanford ("City") enters this "Piggyback" Contract with Vitil Solutions, Inc., a Florida corporation, authorized to do business in the State of Florida, (hereinafter referred to as the "Vendor"), under the terms and conditions hereinafter provided. The City and the Vendor agree as follows: (1). The Purchasing Policy for the City of Sanford allows for "piggybacking" contracts. Pursuant to this procedure, the City is allowed to piggyback an existing government contract, and there is no need to obtain formal or informal quotations, proposals or bids. The parties agree that the Vendor has entered a contract with Seminole County, Florida, said contract being identified as the "Information Service Desk And Desk-Side Computer Support Services Agreement (RFP-602065-14/TLR)" relating to services being described in Exhibit "A" referenced below; said original contract being referred to as the "original government contract"). (2). The original government contract is incorporated herein by reference and is attached as Exhibit "A" to this contract. All of the terms and conditions set out in the original government contract are fully binding on the parties and said terms and conditions are incorporated herein. (3). Notwithstanding the requirement that the original government contract is fully binding on the parties, the parties have agreed to modify certain technical provisions of the original government contract as applied to this Contract between the Vendor and the City, as follows: 11Page (a). Time Period ("Term") of this Contract: Same as the original government contract. (b). Insurance Requirements of this Contract: Same as the original government contract. (c). Any other provisions of the original government contract that will be modified: N/A; provided, however, the City and the Vendor shall negotiate and detail the specific tasks and to be accomplished as the services to be provided as well as the compensation for such designated task and services. (d). All other provisions in the original government contract are fully binding on the parties and will represent the agreement between the City and the Vendor except as set forth herein. (4). Address change for the City: Notwithstanding the address and contact information for the government entity as set out in the original government contract, the Vendor agrees that he/she/it shall send notices, invoices and shall conduct all business with the City to the attention of City Manager, at: City of Sanford, 300 North Park Avenue; Sanford, Florida 32771. The City Manager's designated representative for this Contract is Christopher M. McDeed, IT Manager, City of Sanford, Post Office Box 1788, 300 North Park Avenue; Sanford, Florida 32771- 1778, telephone number (407-688-5024) and whose e-mail address is: Christopher.McDeed@Sanfordfl.gov. (5). Notwithstanding anything in the original government contract to the contrary, the venue of any dispute will be in Seminole County, Florida. Litigation between the parties arising out of this Contract shall be in Seminole County, Florida 2 1 P a g e in the Court of appropriate jurisdiction. The law of Florida shall control any dispute between the parties arising out of or related to this Contract, the performance thereof or any products or services delivered pursuant to such Contract. (6). 1 Notwithstanding any other provision in the original government contract to the contrary, there shall be no arbitration with respect to any dispute between the parties arising out of this Contract. Dispute resolution shall be through voluntary and non-binding mediation, negotiation or litigation in the court of appropriate jurisdiction in Seminole County, Florida, with the parties bearing the costs of their own legal fees with respect to any dispute resolution, including litigation. (7). All the services to be provided or performed shall be in conformance with commonly accepted industry and professional codes and standards, standards of the City, and the laws of any Federal, State or local regulatory agency. (8). IF THE CONTRACTOR/VENDOR HAS QUESTIONS REGARDING THE APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO THE CONTRACTOR'S (VENDOR'S) DUTY TO PROVIDE PUBLIC RECORDS RELATING TO THIS CONTRACT, CONTACT THE CUSTODIAN OF PUBLIC RECORDS AT (407) 688- 5012, CYNTHIA PORTER, CITY CLERK, CITY OF Sanford, CITY HALL, 300 NORTH PARK AVENUE, SANFORD, FLORIDA 327711 PORTERC@SANFORDFL.GOV. SIGNATURE PAGE FOLLOWS: 3 1 P a g e Entered thisz-3 ay of 2017. Attest. Vitil Solutions, Inc. By: <� Kathy Seid rs Dale R. Ott Vice President/Treasure President/Secretary Date: 7 Attest: City Of Sanford S=4�— &i By: Cy is Porter, City Clerk Jeff Triplett, Mayor Date: -- Approved as to form and legal sufficiency. '17r illiam L. Colbert City AttbrnEV dd l 4Page Exhibit "A" [Attach original government contract] 5 1 P a g e 1777 Northgate Blvd., Suites Al &A2 -OV Sarasota, FL 34234 ITIL P: (941) 351-7600 SOLUTIONS F: (941) 359-1705 www.vitil.com Response to Seminole County Government RFP 602065-14/TLR August 13, 2014 Table of Contents 01 —QUALIFICATIONS AND PERSONNEL EXPERTISE..........................................................................2 CURRENTSERVICES....................................................................................................................................2 SUPPORTING YOUR SHARED SERVICES STRATEGY.......................................................................................3 LEADERSHIP................................................................................................................................................5 HISTORY.....................................................................................................................................................7 02—PAST PERFORMANCE,REFERENCES.............................................................................................8 03—PROJECT APPROACH TO WORK.....................................................................................................9 CUSTOMER SERVICE PHILOSOPHY...............................................................................................................9 IMPLEMENTATIONPLAN................................................................................................................................9 TRAINING AND CERTIFICATIONS..................................................................................................................12 COMPETENCY...........................................................................................................................................13 ITILBASED APPROACH............................................................................................:.................................14 RESOURCESAND METHODS.......................................................................................................................16 04—FEE PROPOSAL............................................................................................................................:...20 FUTURE OPTIONAL SERVICE OFFERING.............................................................................................21 THE BUSINESS CASE FOR"DESKTOP AS A SERVICE"...................................................................................21 OTHERHARDWARE AS A SERVICE..............................................................................................................23 FEEPROPOSAL.........................................................................................................................................23 01 — Qualifications and Personnel Expertise Vitil is a 37 year old business which is currently providing Service Desk, Desk Side Support, ITIL management, Asset Management and Large Scale PC Refresh Services to public sector clients. Current Services Vitil operates as an embedded IT resource within two organizations and some of the key performance indicators provide our current scale of operations: Areas Sarasota County Government Sarasota County Schools (K-12) Client Profile 390,000 citizens 41,000 students across 50 schools www.scgov.net www.sarasotacountyschools.net Contract with Vitil Since 2001 via RFP (14 years) Since 2008 via HP agreement renewal pending for 2014 to 2019 (7 years) renewed to 2017 PCs in Use 2,000 County PCs 3,000 teacher& 800 staff PCs 200 PCs in 4 external organizations 28,000 student PCs External Agencies State Attorney's Office Charter Schools (Business Partners) Public Defender YMCA Triad Program Supported by Vitil Guardian Ad-Litem Property Appraiser Service Desk 30,000 total tickets/year 240,000 total tickets/year 9,000 tickets managed by Vitil 7,000 managed by Vitil Escalations Potential service/support risks Customer initiated for IT, customer escalations and out of scope requests ITIL Change and Change advisory board member Na Problem Mgmt. and designated lead for Problem Management Desk Side Support 2,500 tickets managed by Vitil Na PC 600 new PCs/year and 8,000 new units in 3 months and Refresh/Redeploy 200 roll down PCs/year 2,000 refurbishments in 6 months Survey Ratings 92% excellent, 3% good, 2%fair, Na IT +Vitil blended) 3% needs improvement SCCM and Image Package all applications and Na Management ensure approved uniformity across all PCs ITIL Service Responsible for Service Portfolio, Na Management Service Catalog, SLAs, Escalations; Problem and Release Management Consulting Interviewed staff, Na analyzed Gartner reports and developed strategic plan Asset Management Receipts, move forms, CMDB Receipt, asset tag updates and annual inventory and reconciliations after each refresh Logistics and 600+ units at any given time 6,000+ units at any given time Storage RFP-602065-14[TLR Page 2 of 23 Vitil Solutions Our current activity set has many similarities to the RFP requested services and we will be able to leverage our experiences to collaborate with Seminole County IT to assist in defining and documenting your preferred methodologies. Sarasota County Government has technology resource sharing agreements with other public sector organizations (external agencies)whereby they charge a fee for services. Vitil was instrumental in designing a scalable service management approach, the on-boarding process, exceptions identification and management, day to day support operations and escalations. Supporting Your Shared Services Strategy Vitil recognizes the importance and significance of the Seminole County IT strategic objective to become a shared services operation. This innovative approach develops economy of scale efficiencies that benefit all participating organizations (or partners) which can translate into improved citizen services. Vitil has worked to develop an in-depth understanding of shared services by attending multiple annual Public Sector Shared Services conferences at the Harvard Kennedy School of Government. Key findings of this endeavor by others were: Requiring key shift for IT is to transform from being a sanctioned department which may have a high degree of authority for defining technology choices for County employees into a contracted service provider for both internal and external customers. This shift requires the use of formalized service management contracts, service level agreements and possibly even non-compliance penalties. A structured change management approach is necessary for IT and critical success factor when providing services to external organizations. Further, serving external organizations can have needs for specific technology initiatives that are not applicable to other areas. They can also require exception situations that would not otherwise be considered. In these cases, there is a requirement for expertise, resources and a format to address these projects and issues. Finally, the fiscal responsibility requires designing cross-walk methods so auditors will be easily able to verify budgets are not being intermingled. Customer relationship structures relative to IT can be shown in a stakeholder map. This indicates the need to define a plan for managing each relationship, service delivery, service management and communications on an ongoing basis. Stakeholder Map External Direct Internal Citizens County Commissioners Upward Citizen Committees County Management Partner Organizations County Employees Horizontal Auditor Information Technology Finance (Crosswalk) Legal (inter-Local) Downward Vendors RFP Awarded Resource RFP-602065-14/TLR Page 3 of 23 Vitil Solutions An implementation overview of the shared services model describes each stage and key objectives: Stage Key Actions and Competencies Required 1. Visioning . Securing Value (portfolio) and Executive Sponsorship potential and feasibility of . Developing a Strategic Plan and Governance Model shared services and . Choosing a Business Model and Service Delivery Framework creating a foundation for . Preparing for Implementation and Change success 2. Launching • Launching the Business and Service Model a shared services center . Implementing the Service Portfolio and implementing service . Creating a High-performance Culture and Organization lines . Managing Change and Communication 3. Growing . Scaling Service Adoption and Operations shared services through . Designing New Processes, Standards and Services extending and scaling-up . Adapting Governance and Partnership Structures a service portfolio . Measuring Value and Outcomes 4. Renewing . Optimizing the Service Portfolio and Partner Mix your current shared . Maintaining a Professional Services Culture services enterprise and . Ideating and Launching New Platforms the value it generates . Communicating Measures of Value, Equity and Transparency While Vitil has studied the theories behind the shared services, being a practitioner has required us to work through real world issues. From our combination of theory and practice, Vitil can help with designing and implementing shared resource based services. RFP-602065-14/TLR Page 4 of 23 Vitil Solutions Leadership On-Site Team Dale Ott President/Owner Education Industry Experience (35 years) • M.B.A. from Pepperdine University Channel Consulting at Rohner& • Certificate in Business Strategy from the Associates (engagements with Cisco, Drucker School of Business (Claremont Sun Microsystems (thin-client launch), University) Amdahl, Informix, IBM (LTO launch) and • Executive Education at Harvard various start-ups) University (Public Sector Resource Marketing at Cipher Data (DLT launch), Sharing 2009, 10 &, 11, Negotiations Media Logic, Tech Data &Adaptec 2010, Non-Profit performance 2012, Project Management at Archive &Cipher Using Evidence for Social Change 2014) Data/Conner Peripherals • B.A. in Business (magna cum laude) & • International Operations and Statistical A.A. in Electronics Process Control at Read-Rite • ITIL: v2 and v3 and Foundations • Quality Engineering at Rigidyne, Control Certificate & completed the ITIL Expert Data/Imprimis Series program • Disk Drive Engineering at IBM and • Completed the KCS program Magnex John Hietala, Service Manager Education Technology Skills • Masters of Science, Management- • Microsoft Windows: MCITP (Windows 7 Walsh College of Accountancy and Enterprise), MCDST, MCTS & MCP Business Administration . Microsoft Desktop Management: SCCM • Bachelor of Arts, Business Administration 2012 Administration and Configuration -Calvin College Manager& SMS • Associate of Science, Computers- Keiser • CompTia: A+, Security+ & Networking+ University • Help Desk Institute: Knowledge- Centered Support Principles Certification, Other Certified Field Support Technician& • CJIS certified Customer Management • ITIL v3 Foundations certified • Maximo: Help Desk and Discovery Five or more additional new hires RFP-602065-14/TLR Page 5 of 23 Vitil Solutions Remote Team Kathy Seiders, VP/Owner Education Industry Experience (25 years) • M.B.A. from University of South Florida • Channel Marketing at Remedy • B.A. in Organizational Studies & Corporation Business (summa cum laude)from • Product Line Management for Seagate at Eckerd College Tech Data • ITIL8 v2 and v3 Foundations Certificate, • Product Marketing at Acer America Certified on 3 of the 5 Expert Series • Technology Partner Development at courses Compaq Computer Jerry Garcia, Project Manager • Service Management Application SME • SQL reporting and analysis SME • Process design and implementation SME • Customer escalations • Team and Project Leadership • ITIL v3 Foundations certified • KCS certification • CJIS certified Nick Spiders, SCCM and PC Engineering • Microsoft Desktop Management: SCCM 2012 Administration and Configuration Manager, Desktop Deployment • Microsoft Windows: MCITP (Windows 7 Enterprise), MCDST, MCTS & MCP • Microsoft Server, Networking and Telecom expertise • CJIS certified Desk Staff(6) Field Staff(4) Deployment Center Staff(3) Vitil is able to utilize any of our existing Desk staff through our hosted VoIP system and service management software. With permission from Seminole County IT, these resources can be initiated within minutes for workload balancing, lunch coverage or unplanned absences; all to ensure compliance with SLA requirements. RFP-602065-14/TLR Page 6 of 23 Vitil Solutions History Vitil Solutions was founded in 1977 as SCI-COM Data Systems to provide technology services. The company operated as DOS Computer Center from 1983 to 2000, providing service and sales of Microsoft based PCs, servers, basic networking and technology security. This era required vendor certification programs and DOS became the top regional performer for several leading vendors. From 2001 to 2008, the company developed a managed service provider business which and provided complete technology services for companies with <1 00 employees. |Oabout 2003. |T|Lwas released and the DOS name was changed tmViti|bJemphasize our focus oDservice management best practices and service level agreements for small business customers. With over 75customers under contract, Vitil developed significant skills in designing services, customer service agreements, statements ofwork and waivers for out ofscope efforts. VlU| huG significant expertise with |TIL implementations for both the public and private sector organizations and is able totranslate ITfLtheorieo into actionable and measurable benefits. Also in 2001, \/iti| began providing P[} Technician services to Sarasota County and this activity evolved into onRFP. In 2004, Vitil had designed and established Citrix-based cloud computing environment which included branch office data replication and fmi|owe[. While o profitable business, it was sold in 2008 as Vitil decided to specialize in providing services to public sector organizations. Currently, \/iti| o§U narnaine aware ofthese technologies through training, conferences and industry associations. In 2008, Vitil began providing an ITIL based Service Desk to the Sarasota County School District (3,8OOuaeng). |n2DO8. Viti|was selected b«Sarasota Schools and HPtoprovide aD annual 6.000 PC refreshes. This required Viti|todevelop e significant logistical system 10 provide asset management, for physical movement and storage, tagging, controls and reconciliations. Vitil continues to provide the annual PC refresh and Service Desk for Sarasota Schools bodate and they have increased to8,ODUunits. In 2010, Vitil began development on software titled Service Cube to provide ITIL compliant service management methods focused on improving service levels within public sector organizations. In Sarasota Florida, \/iti| currently employs i8full time people inour 2.5OOsfmain office. Our 5.00Omfdeployment facility is secured; climate controlled and fully equipped tomanage large quantities ofPC. We also have multiple PCtransport vehicles. |fawarded this RFP, Vitil will set up an office and deployment center in Seminole County and we will add staff iD Seminole. ' RFP-602065-14/TLR Page 7 of 23 Vitil Solutions 02 — Past Performance, References Sarasota County Government, EIT(active) EIT provides technology services to the Business Centers and Executives within the Sarasota County Government organization. Additionally, EIT provide shared technology services to other public sector organization and elected officials. These include: State Attorney's Office, Guardian Ad-Litem, Public Defender, Property Appraiser, Sarasota County Sheriff 911 Center, Citizen Boards and the Sarasota County School District. Name Title Phone Email Glenn Zimmerman CIO (941) 861-2070 gzimmer@scgov.net Judy Kenton IT Finance Director (941) 861-5423 jkenton@scgov.net Ken Watson IT Operations Director (861) 232-9518 kewatson@scgov.net Sarasota County School District (via Hewlett Packard, active) Service Desk, ITIL processes and 6000+ PCs are refreshed each summer with many of those being refurbished. Additionally, IT provides selected technology services to: the Sarasota County Charter Schools, Sarasota County Technical Institute and the YMCA Triad Program. Name Title Phone Email Joe Binswanger IT Director (941) 809-0806 Joe.Binswanger@ sarasotacountyschools.net Linda Seibel IT PMO (941) 539-0394 Linda.Seibel@ sarasotacountyschools.net Leona Collesano IT Applications Mgr. (941) 228-5925 Leona.Collesano@ sarasotacountyschools.net Scott Lempe Chief Operating 941) 927-9000 Scott.Lempe@ Officer x31103 sarasotacountyschools.net Texcellence, Sarasota County (an Education Foundation Program, active) Vitil provides storage, inventory controls and refurbishment services of used PCs for distribution to underprivileged students and is on their advisory board. Name Title Phone Email Susan Scott Executive Director (941) 302-0753 Susan@edfoundation.net Jason Swift Board Member (941) 951-6100 Jason@jonfswiftinc.com Jennifer Sams Program Manager (941) 927-0965 Jennifer@edfoundation.net RFP-602065-14/TLR Page 8 of 23 Vitil Solutions 03 — Project Approach to Work Customer Service Philosophy Vitil is responsible for developing a relationship with Customers by providing predefined and quality support experience for each support event. This is done by providing efficient, accurate, consistent and prompt service, listening to and understanding the customer's needs, meeting or exceeding these needs within the authorized scope, keeping promises and taking ownership of our mistakes. Our value system is communicated throughout the company by the owners and reinforced through: 1) standardized training curriculum, 2) individual coaching, 3) participative problem solving, 4) annual reviews, 5)write-ups and 6) terminations if required. However, Vitil believes the most significant factor is the hiring choice. Through a series of interviewing and screening methods, we work to ensure the individual is inherently aligned with a structured service approach with an aptitude and desire for learning. We look for emotional intelligence, professional maturity, skills in active listening, conflict management and verbal communications. Implementation Plan On-Boarding Process Vitil will start by requesting an introduction meeting with the IT staff to begin our collaboration. Vitil will send our"on-boarding" checklist in advance of this meeting which provides key agenda items. Our objective is to understand the current support approach, coordinate with IT on how to best implement service management, interview candidates and more. Early Start Option Vitil is willing to have the on-boarding meetings prior to the October 1 start date (if you approve). October 1 Start Date If an early start date for our discovery is not feasible, Vitil can immediately accept the duties of the Service Desk, Desk Side service and implementing our service management system. While our service management application and working processes were designed to work with zero lead time situations, we believe the effort can be more effective by focusing the on-boarding process during the majority of the first week. Vitil will bring up to four of our existing staff to get established. Dale Ott will oversee the implementation process through October if not longer. John Hietala will be one of the four and he will remain on-site through December. John and another existing Vitil employee will work at the Service Desk with two other Vitil employees providing Desk Side support. RFP-602065-14/TLR Page 9 of 23 Vitil Solutions Depending on the fit and IT approval, John may ultimately move to Seminole County and head up the Vitil operation. The two at the Desk will take calls using the existing phones in this area and connect to the hosted service management application using a County computer. We estimate one to three staff being from hiring existing Seminole staff and all others as needed from our external recruiting effort. The full setup consists of: 1) routing the support phone number to the Vitil VolP based automated call distribution system, 2) enable Microsoft Active Directory Federated Server for access to the service management application, 3) establish a VPN connection between Seminole County and Vitil (for remote support), 4) setting up Vitil staff with Seminole County Active Directory accounts and Exchange email boxes and 5) providing a list of Seminole County IT staff that will be providing support and what area(s) they cover. From here, Vitil will build out the support queues and assign the IT staff accordingly and the systems will be ready to start. The setup process is under the control of the Seminole IT group. We estimate this will require 2 to 5 days and Vitil has contracts with Microsoft Platinum Partners, so expert resources are available if needed. The full setup allows Vitil to leverage all of our resources. One example is how a Sarasota based Desk Technician (or some other location in Florida) can take Seminole County Service Desk calls or work tickets that require logging into the Customer PC to provide remote support. Therefore when we reduce our on-site staff after the first week, this approach will continue to remotely utilize those same people. For the Seminole IT staff, the service management software can be used with little or no training. This is accomplished by: 1) a simplified user interface, 2) training videos on each module so context specific training can be done in real time and 3) screen sharing or running in proxy mode to assist when needed. Also, Vitil can provide any classroom and one on one coaching as needed. The Customers will be able to submit their service requests by calling the Desk, sending an email or using the Customer portal. However, we do not recommend having the Customers use the portal until ADFS is set up. Problem and Change management features will be available with the new system. Equipment and Software (Asset) Tracking A discovery effort will gather all of the IT asset information to be tracked. There may be an existing support database and a database of record within Finance. IT will define what Vitil may do in terms of having read only access or obtain exported data to populate the new support application. RFP-602065-14/TLR Page 10 of 23 Vitil Solutions Field Support Our approach would be to divide the County into zones based upon density of PCs and assign Technicians to each zone. The RFP did not indicate the number of �a PCs in each location, so this zone map is not valid. It is just an example of how the zones might be defined. - °° a. w ° Staffing Per the Orlando EDC reports, there are a significant number of people employed at service desks and call centers in the region; their demographic is a median age of 39, with significant educational attainment and 50% are married with children. Vitil pays 75% of our employees' health insurance premiums, an employer matched 401 K and a profit sharing r retirement pian. Therefore, Vitil believes our ability to recruit and retain experienced technicians in the Seminole region will be successful as we have a strong base to hire from and a highly competitive employment package. Vitil will immediately begin advertising for jobs in Seminole County if awarded this RFP. Transferrable Skills Vitil provides similar services to Sarasota County Government and there will be many transferrable skills and knowledge which can help Vitil implement our services faster and more efficiently than an organization new to this role. However, Vitil recognizes there may be significant differences within Seminole County. Therefore, while we will leverage our experiences to be more efficient, we will ensure we have a clear understanding of the unique needs and dynamics of Seminole County before proceeding. RFP-602065-14/TLR Page 11 of 23 Vitil Solutions Training and Certifications The Vitil Technician job description includes a training curriculum and reading list. These requirements must be met within a set number of months (Due*) from the start date. To be hired as a Technician, the individual must have a CompTIA A+ certification (**). Those demonstrating advanced skills or aptitude can be offered additional courses (such as the SCCM or ITIL Foundations certifications) if warranted by business requirements. Certification Requirements Purpose Resource Vendor Due* Customer Service Representative Customer Management CBT HDI 4 Desktop Support Technician Customer Mgmt/Field CBT HDI 5 Support Center Analyst Customer Mgmt/Desk CBT HDI 6 Microsoft Certified Information Windows 7 -Configuring CBT Microsoft 8 Technology Specialist (MCITS)** HP Authorized Service Provider Warranty authorization CBT HP 10 Training Purpose Resource Vendor Due Knowledge Centered Services Knowledge Management Course HDI 6 ITIL v3 overview ITIL Course ITIL 1 121 Books Author Due* Business Etiquette Sue Fox 1 Mistake Free Grammar and Proof Reading CBT/Audio 2 Communicate with Confidence Dianna Booher 3 Conflict Resolution Daniel Dana 51 Remarkable Leadership: Kevin Eikenberry Unleashing Your Leadership Potential One Skill at a Time Emotional Intelligence: Daniel Goleman 9 Why It Can Matter More Than IQ The E-Myth Revisited: Michael Gerber 12 Why Most Small Businesses Don't Work and What to Do About It Decision Traps: Edward Russo 18 The Ten Barriers to Decision-Making and How to Overcome Them Publications Author Due HDI Support World - Monthly Magazine (online) HDI Monthly When Microsoft prepares to release a new operating system or when a new vendor warranty certification are required, Vitil management determines the timing requirements and initiates when Technicians need to prepare for these new certifications. RFP-602065-14/TLR Page 12 of 23 - Vitil Solutions Competency Vitil uses processes to ensure competency. We start with Technicians going through new hire orientation and training. They receive a 3 hour introduction to the Vitil, our stakeholders, our methods and philosophies. All new Technicians spend their first week at the Service Desk. This allows them to observe the overall service process and how other Technicians operate. A skilled Desk Technician is assigned to mentor the new Technician and may allow them do some of the work if appropriate. An informal meeting is held at the end of each day to decide if adequate progress is being made and/or any coaching is needed. Presuming the new Technician is successful, they will be allowed to take selected calls or work tickets within specific queues. Next, they will be enabled to move to their intended assignment. For Field Technicians, the next step is to "shadow" a skilled Field Technician for at least a week. Shadowing is mostly observational learning, but can include selected and controlled field assignments. At the end of each day, a progress review is conducted and coaching is provided if needed. Based upon the input of the skilled Technician and the Service Manager; the new Technician may become eligible for field service. Sustaining Quality Service Desk Technicians have the benefit a continual interaction with their peers and joint problem solving throughout the day. They also attend a monthly meeting to cover key topics or provide training. Field Technicians attend an 8:00am conference call to discuss new issues, coordinate projects and load balance as needed. The service manager also ensures ticket closure rates by proactively directing actions on any near due tickets or areas where ticket counts are building up. They attend a monthly Field staff meeting to cover key topics or provide training. There is an ongoing requirement for all Technicians to cross-train and the completion of this training matrix is part of their review. The requirement to cross-train is also a method of getting process design, documentation and knowledge articles completed as the new Technician cannot work if these are not in place. The end goal is to have backup Technicians in the event the primary is out or needed on another project. Finally, there are two holidays each year the County takes of which Vitil does not (Jan 20 MLK day and Feb 17 Presidents day)when Vitil has an all hands company meeting for updates and training. This comprehensive approach prevents most issues, however if there one, this basis enables a definitive corrective action. RFP-602065-14/TLR Page 13 of 23 Vitil Solutions ITIL Based Approach Service Management To provide ITIL Service Catalog and ITIL Service Level Management, Vitil will document the IT descriptions of services to their Customers in an on-line Service Catalog which includes a Service Level Agreement. Vitil will provide change control for these documents. Vitil will also be accountable to our service level agreement with Seminole IT. We accept the RFP staffing minimum requirements and will increase staff or systems as needed to meet our SLA commitments. Customer Management Vitil operates as an embedded team with IT providing Incident management, Service Desk and Communications. The Service Desk provides a single point of contact between the Customer and IT; coordinates actions and information for reported outages and provides standard communications about planned maintenance or outages. For these processes, Vitil uses IT defined/approved actions for each type of support issue and escalates if there are complications or the request is out of scope. Vitil provides consistent service quality across a wide variety of interactions by utilizing a comprehensive knowledge base of IT defined and approved actions, having our staff complete an industry best practice training curriculum and application based error checking of our staff to ensure compliance. Maximum Workload Objective Within the industry, the Service Desk and First Level Field roles complete —50% of all support requests sent to IT. By designing this process for efficiency such as leveraging first call resolution (FCR) opportunities, Customer service levels are optimized. Therefore, it is the objective of Vitil to support additional coverage when IT deems it appropriate for Vitil to execute any requests IT is currently fulfilling. Vitil recognizes the IT staff have specialized skills to complete key initiatives and technology engineering projects and our goal is to preserve their time by taking on any actions which can be completed by Vitil on their behalf. Problem Management ITIL problem management is initiated by the thresholds defined by IT for either an impact level threshold or repeated issue situation. Also, the service management application enables visibility for minor problems such as long running repeat issues which might not otherwise be categorized as a problem. All problems are addressed with a root cause analysis and design change recommendation(s). Service Optimization ITIL Continual Improvement can leverage the Desk and Field roles which both have a high degree of direct Customer interaction. This vantage point of where IT services are experienced by the Customers creates the opportunity to recognize the factors which could optimize services and methods for the Customer. Therefore, Vitil analyzes and organizes our findings, RFP-602065-14/TLR Page 14 of 23 Vitil Solutions consolidates Customer feedback and provide our recommendations to IT on a periodic basis so they may evaluate the value of making any service improvements. CAB Vitil will participate in (and is open to leading) the ITIL Change Advisory Board (CAB) meetings. For Vitil duties, the information is disseminated to the Desk and Field staff so methods or actions may be adjusted accordingly. When requested, Vitil will assist or lead in preparing the ITIL release actions,which can include documentation, announcements and training videos. Documentation To provide ITIL Service Design, Service Portfolio and Knowledge Base, Vitil recognizes technology management requires extensive documentation to define individual service requirements, design, supporting components and resulting boundaries. For this RFP, Vitil will capture, organize and manage this content for IT to provide service design packages, that link with knowledge articles systems and form service portfolios and on-line services catalogs. These are examples of how IT service management information will be presented: On-Line Service Catalog Service Portfolio S-1-C-1.-a !fm_n.:.c+.=E1�_4.[i'31 � .v5ra* SaA:�.J.^f�IL•2^�L�S ¢cc"-� t at.�Sk atv'�.tat ..rr,, 5.m,.!ruYclei�lnat'�xe sl 4S1 7 17G Wei ea . a nt-pacnlR: ""+"""t"' G15 yan5es stnf<eswwn caC m(. �'.ai5r>n I *-�.*�e'.] to fck<4 tkctrl V2�isS.M x+Cni:e+. lwa r.IT i,ff, tdet.:»n st# X15' I [Ou sm tm :a4bawf•� "r aur f.+ ffs Eta OCC /.IllIkkkk� 1•t..tt £... '!.4 ]11nl a Cttmt}lnpanel)ltartl '„ etf ,':^•.E•1^l"It^. � N »CoMalfhGoste vl om.5m t Ca.ntf E*p:v]esf t'.af tvJ:,t tie LaEN:t9af .rf tx:..,y,m nn BCC C:nia M.afxlfax<sa �naJednu*�:nc Ett K•M Ci If C'f i�.+9>se 7Fl.: ' *f 4m+r Lt a pwg eut h.ypled n,Kmtccmxtci& .rIMroa,i 14 dtvw;h h� Ox2.11!1 ...wen,1 jF nd Cenc st+dN nratea Cs.un!. � �, rvi Hr 1 tt<+f'Jffs:a bittu�'C pC Xe ca7•al asseu and ER pra+w]ts � Cf2 4a LMd alaik.•1 wv^I:R rtsx xGfrr o�tn>�t2aa+e f^. µ..�r.t119 e^il I t.Zv,.sS"I)1 MOM Knowledge Articles Service Design Package Regnirementz Appfications-Departmental 47 2 S.9 EOC hctiratians -. C^- Appfications-Enterprise 109 12 Asset/Inventory-.Hardware and Equipment 5 6usinen Catalog Asset/Inventor}-Software Licensing 5 2 t;h•h 5 L 4 E .b a. 3 i raI f 3 t x a K P d tiad COCA.itry r tu;Inc.Wim.d ]Nh:at pta:„.rvw u_e..ut YG=+=f=aMs Benchmarking and Competitive Analysis 1 ict A C.1tc U .Td:=1 S J f]G 5 tl 3 ] s CCC Ga,bt ..,,ed Ti>5,./ry.a.Y r.W. G a..axr•to _rnis-...]ta yen syf[ Cabling(for computer networking) 5 Technical C=log T1.c G.•y,Ac} J. S 21 T Computer(Microsoft OS 143 20 i Ct9rv2 C+ r 7x r5 f! Desktop,l',/orkstatior..tdote600kilaptgp. trr Tablet and other form factors configuration Computer(non-Microsoft OS) 7 s„os«=::;e, RFP-602065-14/TLR Page 15 of 23 Vitil Solutions Resources and Methods Our key enabling resources and methods are described here. Knowledge Collaboration To ensure compliance with IT defined/approved methods and achieve 100% consistency across all Vitil staff, a knowledge base solution was the selected method. The Knowledge Collaboration software allows for some advanced capabilities that align with the business needs of a fast paced technology environment whereby new factors can happen without notice. The complete knowledge article is shown here which offers .I: i U-1 rim different views based upon the audience (Desk, Field and Customer). Issue Wring version of Java runtime or ming IE 64611 version. Resolution KRONGS Mil not run in 64-bit vers ion of Internet Dolores.reske sU t did clkk the stunt-1 P, . The key feature shown here is to*IE-64bft.Check Wind—71f they—tni"64 bit Internet If the—t—t]"e 32 bit—I... commenting (red background How to uninsulliminstall W—t approved version of Java runtime area)whereby anyone can input 'teares edit to prevent Java updates"end installed version Clear Java U.....lit'j'. information. This allows new 41 Me,. 1.f.;r,and sub fo de scorn C:\Ptosranr files. 5.For%,frr xP delete the Java folder undM C;%0—ts and Settlngsk—rid>V.pp(icatlon om%sun situations to be addressed in 6. 7.For vA'7 delete the J..(older under Krone, real-time as the comment box Aped for Use Tw L.-tApproved signals this content has not yet FCR P.Suble True been authorized. Root C.— One rove cause can De t7nkM In 1-1-111 t !rra fort oj q; 50ij " -11-i Enabled False Comments and article creations 72 Chart Legend Mat oft are scored by those enabled to — john'Hilitala 60 — jam Gara approve and edit knowledge — Date Ott articles. This encourages and Da"VA0 ffick Sealers scores people who do contribute 47 'BI"S an Le-vkk information. Killer — lirm Wroblemfd — Ar&eW R" 75 �� Jog Steenbbdc In this example, the comparative Must WNW cumulative scores view shows 23 f the knowledge contribution across all team members. .2 CAa 4 A RFP-602065-14[TLR Page 16 of 23 Vitil Solutions Service Management Software For this RFP,Vitil will include the use of our service management application without charge. The key modules of Service Cube®are: Knowledge Collaboration, Service Design/ Portfolio, Catalog, Service Desk and Field Support. This application has several advanced features for managing workflows; baseline, queue delay, individual technician and process step performance statistics; SLA compliance metrics and more. Service Cube also provides service visualizations which enable customers and service providers to collaborate on process improvements. PC Refresh Approved PC refreshes must be completed within the fiscal year. However various constraints can case the process to fall behind. Vitil provides a monthly cumulative chart which compares refresh capacity to order/receipt/authorize dates and the actual refresh date. This visibility allows everyone to participate in seeing risks coming and proactively avoiding them. The top black dotted line shows the refresh capacity available from Vitil and the bottom black dotted line shows the refresh required volume. This provides a simple visual to determine if the activity is operating between these two lines. SCCM System Center Configuration Manager is a systems management software product from Microsoft to manage large groups of standardized Windows based computers. SCCM provides a centralized control system through the SCCM client on a given domain. This automation provides higher customer service levels and ensures the enterprise service level agreements and security policies are uniformly applied to each PC. The basic requirement for each domain is a primary Microsoft SCCM server and an SCCM Distribution Point server(which can be the same server) with additional Distribution Points for locations with 50 or more standardized computers. SCCM requires that each application be packaged for use by developing and optimizing PC settings for the task sequence and concluding with verification testing. Due to user preference or bandwidth constraints, SCCM can either advertise an update for users to control the timing of installations or enforce the installation of software at a scheduled time. These advertisements are exposed to groups of PC's that are selected and are referred to as "Collections." Using RFP-602065-14/TLR Page 17 of 23 Vitil Solutions Collections allows for highly granular selections of PC's from small groups of 1 to 10 units to all units in the enterprise. Without these capabilities, software distribution, updates and Operating system deployment (reimaging) must be done manually or with less sophisticated tools which is a problem for the Customers and would require higher staffing levels. Vitil has expertise in this application and its usage plus has a retainer with a Microsoft SCCM Gold Partner. Re-Engineering When it is not feasible to support a configuration or system at the required service level, Vitil will work to re-engineer the situation and propose designs to IT for evaluation. Although unsupportable situations vary, a common root cause is when there is shared ownership as it can a clear owner to make design level decisions. Two examples are of shared ownership are: 1. Multiple support resources exist, but not a single "Design Owner'who can decide on how to integrate all of these resources. 2. Multiple stakeholders exist, but not a single "Customer"for making design decisions. EOC Example An example of multiple support resources was the EOG area. Telecom, Networking, Desktop and Facilities each had individual responsibilities, but there was not a single design owner. i The EOG activation checklist initially t required 5 days which was not acceptable for a potential EOC _ event of(which could be instantly). Upon investigation, the checklist was found to be driven by lacking a design for external users to be able to connect their own computers and other devices quickly. Working in collaboration with the , � stakeholders, Vitil developed a quick connect power and networking pillar 1 ' to eliminate 95% of the checklist. r ` Conference Room Examples An example where there were multiple stakeholders, but not a single Customer were the Training conference rooms and the BCC Chamber Conference Rooms. For the Training conference room and BCC Chambers, there were two issues: First, using the Training conference room as classroom could require a specific computer setup and the next session required a different setup. In past cases, trying to blend these or just adding the software was not successful. Vitil developed an approach using SCCM whereby an advance service request can have all of the computers imaged for whatever software is needed within 40 minutes. RFP-602065-14/TLR Page 18 of 23 Vitil Solutions Second, in both areas, the presenter PC had risks from outside thumb drives and when presenters needed access to different browsers, hardware, the County network and more. Vitil did the analysis to find there were 11 specific requirements and proposed a multiple-boot presenter method to satisfy all of the requirements for this situation. We believe a critical factor is to develop a comprehensive, documented and agreed upon list of requirements. When this list is compared against available technologies, methods, a range of service design and support factors, it can narrow down the possibilities of what works to satisfy all of the requirements. Finally, if standardization is possible, that choice will provide the highest levels ongoing efficiency. RFP-602065-14/TLR Page 19 of 23 Vitil Solutions 04 — Fee Proposal Managed Service per Computer Price Unit I Estimated Extended Year Quantity PC managed service for 1,450 minimum $575 1,450 $833,750 Seminole County Units (as defined in the RFP -Scope of Services) ....... P*C managed service for other public sector $350 - $0 organizations that IT supports in the future (units -must be physically within Seminole County) PC managed service for Library Patron PC's or $250 50 $12,500 -Kiosks as defined in the RFP Scope of Service Limited support for non-Windows based $150 50 $7,500 computers (examples are iPads, Androids and -future devices) - Annual Subtotal $853,750] -Standard Computer Set Up_ Price Unit One time set up fee for each new computer. $300 400 $120,000 Activates covered are inventory tagging, prep sheet, imaging, refresh services plus decommissioning logistics and staging of the exiting computer. One time set up fee for any roll down computers 100 $15,000 (same activity as installing new computer). Annual Subtotal $135,000 Annual Total $988,750 Monthly $82,395.831: Rate table for supplemental services* Role Rate] Hour- Credentials Desktop Technician for. • General $50/hour(M-F, 8-5) Microsoft Certified Desktop Services • Non-Standardized $75 /hour(after Technician and Certified Professional, Computer Services or hours) Help Desk Institute Customer Support Support (see Project Specialist Certification and >3 years of Approach) industry experience. • Vendor PC Engineering Services (see Project Approach) • BCC Chamber Meetings $25/hour(M-F, 8-5) Storage and inventory control $5/unit/ month Climate controlled and secured facility of decommissioned PCs after within 20 miles of 1101 E. 1St St, their 12th month Sanford FL with a Bailees insurance policy. Project Manager $100/hour Technology project and/or management skills with >10 years of industry experience, Bachelor's degree ore uivalent. A quote with the scope of work and any waiver definitions will be provided for the requestor to approve before proceeding. RFP-602065-14rTLR Page 20 of 23 Vitil Solutions Future Optional Service Offering The Business Case for "Desktop as a Service" Business needs and customer preferences for acquiring and managing computers requires speed and flexibility. However, as computers are purchased or leased as capital assets, there are significant limitations from: 1)the capital asset policies, 2) budget controls and 3) the effort required to make changes within the fiscal year. Since all of these controls are required for capital asset policy compliance, service levels cannot be improved significantly. Therefore, Vitil proposes to offer computers to be a rental expense which would provide the required speed and flexibility. Further, this approach would have a built in supportability assessment as Vitil would handle all requests and that process would include an IT configuration approval step. This table compares of the required steps and resulting service levels between the current process and the proposed rental approach: See the nextpage for definitions and detailed information about the bracketed[]letters. Process Capital asset (current method) As a Service (proposed) 1. New unit Typically 6-8 weeks [13, C, D] Next day requests • Request form, budget check • New units are kept in buffer approval— 1 to 2 weeks stock • Configuration— 1 week • Assignment made • PO request to PO placed 1-2 • Billing starts on delivery date weeks Vendor shipment 2-3 weeks • Bill the user department and not • Internal processing of asset tag 1-2 IT days (ITAM lead time to get there) • Installation scheduling - 1 week 2. Change Requires capital asset change and Fixed fee requests: budget adjustment and both processes Desktop are manual so is often not done to/from although preferred [C] Notebook 3. Change Requires capital asset change and Fixed fee requests: budget adjustment and both processes Roll down are manual so it is often not done although preferred AC] 4. Loaners Uses out of service units which can Uses new units from buffer stock have configuration limitations, may run which may be converted to an in- slow and will need to be changed out use unit simply by starting the billing later. 5. Damaged Notebooks can be purchased with Charged for the repair or too accidental damage insurance to reduce severe, invoiced for the remaining any capital asset and budget changes rental payments to complete the for a replacement unit. This program is term. This cost would only apply to —$175/device times the number of damaged units. notebooks in the fleet. 6. Capital Asset tag assigned when received and Classified as a rental (12 month Assets tracked until disposed. Capital asset minimum term, with a 3 month polices required absolute compliance termination notice thereafter to the [C] end of the rental term) RFP-602065-14/TLR Page 21 of 23 Vitil Solutions .Process Capital asset (current method) As a Service (proposed) 7. Annual In some cases, the unit has been Not required Inventory informally transferred or the user works outside of the office. Either can require a discovery process and multiple calls to finalize the device status [A, El 8. Lost or Mitigation methods such as Invoice for the remaining rental Stolen CompuTrace can add $20/year for payments to complete the term. each notebook[A, E] 9. Overhead Significant as each step does not add None cost any business value [A, F] 10. Level of High as it must be reported to the BCC None impact |Oall public sector organizations, computers are purchased m[leased which require they are classified as capital assets and this classification has significant non-compliance implications. A. Lack of Physical Control: The ITdepartment is responsible for computer ownership / asset management as they set the standards for configuration control and provide support. However, each computer isphysically controlled bythe employees they are mmei8Dad to in other departments. As notebook and tablet computers are mobile'by definition and desktop/workstations are easily moveable; computers can balost, stolen or damaged. This physical loss ofcontrol iounlike any other capital asset. B. The initial request for acomputer can take weeks m[even months to -- fulfill due to budget approval, completing the purchase request, procurement workload, vendor delivery and asset tagging. When anew employee iahired o[transferred into o department, this lengthy process significantly impacts their initial productivity as m computer is often required to dotheir job. It can also create o negative perception for the new employee about |Tservices and the organization. Mitigation approaches are limited b» budget and capital asset policies. One approach would bgkeeping some buffer stock ofnew units. However they may not bepurchased without adepartment charge assignment. C. Change Limitations: When the computer is assigned toouser, they select a3o[4year usage term. Within this timeframe, i1isnot uncommon tohave valid business reasons for needed tochange from @ desktop to anotebook orvice versa, get aDupgrade eGdV, with o[without aroll down ofthe old unit tosomeone else orhave aperson transfer to another department and take the computer with them. All ofthese are standard operations for IT; however the capital asset policies can require asignificant amount of overhead and time tgmake any ofthese changes. D. When the computer isdue for renewal,the buying cannot start until the unit is close enough to its warranty expiration and budget approvals have been completed. Therefo7e, it is not possible to mitigate the lead time for obtaining the new computer. E. Significant impact from a lost computer: There can be extreme reaction if computers (capital assets) are lost or stolen. This requires reporting these results to the Board and expressed in terms of purchase price. While a computer may be fully depreciated, taken out of use and not having any market value, the official status is that a capital asset valued at its original purchase price has been lost or stolen and this is what the news will report. The perception of losing a capital asset is significant as most people will think of heavy equipment or requiring a break in. So the logical conclusion is to improve the controls, but the original dynamic is the portable device controlled by and in the person possession of people other than the asset owner. F. Disposal Process: The disposal of computers requires a final inventory and tag removal. This is a physical process which requires a controlled area and manpower. There is often a requirement to have computers go through an auction process in the event a local non-profit or other organization could benefit. This adds time to the process and requires manpower. If the process is not correctly, the auction attendees may register a complaint and this would require addressing the error, possibly a fiscal penalty and higher process controls would need to be put into place and managed. Other Hardware as a Service Printers and Copiers can be provided using a similar rental approach for the base unit plus a cost per page for toner and maintenance. This provides a significant advantage for copiers as they as when business needs change, the same copier may no longer fit the situation. However, copiers typically only use a lease program which includes a significant early exit penalty and a 2 month payment at the end of the lease term. This can include managed print services, cost accounting and more as requested. Vitil does not currently have a cell phones and desk phones program, but can develop a pricing proposal using similar terms as the computers as a service approach if requested. Fee Proposal Hardware as a Service Price/ Unit/ Month Other Charges HP Desktop,Workstation, Device price divided by the Setup fee Notebook or Tablet PC selected term divided by 12 Change or Damage fee • Windows OS (enterprise or (only when applicable) professional) • Customer selects a 1, 2, 3 or 4 year term for usage • IT approved configurations Phone Device price divided by the Setup fee • Customer selects a 1., 2 or selected term divided by 12 Change or Damage fee 3 year term for usage (only when applicable) Copier or Printer Device price divided by 48 Setup fee Device is replaced or Change or Damage fee remanufactured at term (only when applicable) completion or if service level fall below specifications $0.015 per B&W page whichever occurs first $0.10 per Color page RFP-602065-14/TLR Page 23 of 23 Vitil Solutions FIRST AMENDMENT TO INFORMATION SERVICE DESK AND DESK-SIDE COMPUTER SUPPORT SERVICES AGREEMENT (RFP-602065-14/TLR) THIS FIRST AMENDMENT is made and entered into this � day of 20 and is to that certain Agreement made and entered into on the Ie day of September, 2014, between VITIL SOLUTIONS, INC., whose address is 1777 Northgate Boulevard, Al, Sarasota, Florida 34234, hereinafter referred to as "VENDOR", and SEMINOLE COUNTY, a political subdivision of the State of Florida, whose address is Seminole County Services Building, 1101 East First Street, Sanford, Florida 32771, hereinafter referred to as "COUNTY". WITNESSETH: WHEREAS, VENDOR and COUNTY entered into the above referenced Agreement on September 10,2014,for information service desk and desk-side computer support services;and WHEREAS, -the parties desire to amend the Agreement so as to add VENDOR as COUNTY's source for rental of all COUNTY computer hardware and hardware support and increase VENDOR's compensation therefore, and to enable both parties to continue to enjoy the mutual benefits the Agreement provides; and WHEREAS, Section 18 of the Agreement provides that any amendments shall be valid only when expressed in writing and duly signed by the parties, NOW, THEREFORE, in consideration of the mutual understandings and agreements contained herein,the parties agree to amend the Agreement as follows: 1. Exhibit A of the Agreement is deleted and replaced by the new Exhibit A attached hereto. 2. Exhibit B of the Agreement is deleted and replaced by the new Exhibit B attached hereto. CERTIFIED COPY MARYANNE MORSE First Amendment to RFP-602065-14rTLR Clerk R Circuit Court and Comptroller Page 1 of 2 SEMINOt;E-COUNTY, FLORIDA 3. EZ@Vt as hwdn modified,4i'I", kmj WW conftons of the Agree—,tent ah.ji mndn Md offaza fo-1bg t=Of the Axw 0*0WHY 59$o iu mid Agrmwmt. wMr.80 WMR. EOW, thV Oman Ismo have MMW d1k inamag for the rapow facin VfflL SOL M's,Bic. 8==Y DALE Off, dcat (CD MRATESEAL) SENMOLE COUNTY,FLORIDA tRAXY ') R,Purchasing and CD Print Name T-4 i-a Print Name For the use and reliance As authorized for execafion by the of Saninole,County only. Bo of Cour Commissioners at Approved as to form and legal Al ; Co A& pis runs PAWtralt end S=tt"CSBVwftft 2051RFMMNS lanLdw Attachments: Exhibit A—Scope of Scrvices Exh:ibft B—Rate Schedule First Amendment to RR-02065-14YTIR Page 2ofl fifty ENDIVI�-:NT,I EXHIBIT"A" part I GENEF Cciuntv Is mrve'tInz; propma;s OA VV$ 40131rNide Sz-vice Des'.nn-j Dask ,life coni mar:;,upport, and as for the IninMr,-VO-)Ssevvlz-f-j V?,vlrirnont. ansuccessful vendor w!II pvcvlee !nhrmrj%',Icn TLchr--.4oLV ltilderriifp fir Sar%kn Dz.;.k-, Irld0en'; PmWen% CoOi7vwefflon and e-ut Managia-m2nt seNlze_. J;1 addiqlan, th2 vEntlor V,111 prnvide cm-sfte fielti ort and logistim-;re2c,;uEc*s foriand je Conniy Emp! Vvd co;'Pri.-fEe appmxb,,izt.h 11,51-0 and usor dsvvdlcei- OvA tiara e-t!fcuntrallmd -thrc,11,11mm, Seirl.incie Cjunsty. 'OaNe services rnwz: &* a crrtpi laed as rn ernbaddee team (BushiE!&- w1thin ih-�! Infomi-allon Sirvlces Dfa,Xviw-nemt appromietzk---anti prafzsslonahy eepre;ant i.i.� Infolml--Alon S:.,Vft:es DepaitfuQui.-tl ill;' aniplo",,--. C,,r Seminole Comity aArt A loc-,.T; governmnnL igerisfi-as aizd Servinole. Col-tity 111folmati-3n 34anvices Leat-'ership desira-Z- to �e,-te a collaborathm entAronment wilffifn S;rnhnoE-- County whar,.kv other la-calgoyerg- mants ane rminicirdities wa-,• verticipate in a Shan-ml Servia,1- is IE-d V;-a senfor leve!fndlr!dLf,--1-vho v-,Hl serv,t-,es I conlra=,t-,d piia of the!nrv.-malon sotvfcc:; 7.Q 0:1-NERAL INFORMATION 2.1 So i=-re a N.i Data a. vendor fWI provide v. Custarnc-r Relaltlons'ilr Mansgemcnt (OTM)/ Asse', and Work —Ma maroment svist c,m i*.]su-,ia Dri*-F the Desk s rA Tr=ch nitzi S-:t ry f u= I. The CRM application aM WvrL Managemanc wfll utIlized fry the entire County Inl'brmcalon Services Depz--tMenz amf niml conform U) WL V3 Corr.p.1 law-.: smfldards, If.Vendor vAll be-reclulmd tc train;;nd adu-,,ae Couiny Infirmatiott Semires Npartment staff an the feature�,functl;-;)nalk�,rind sew!�,e pros--s-as applicable to CounW e,e. . Iff.Th u CRAr,appikation YA!1 pmvidu at a -ninimunt the following functionality. Seivk--- Request, Inddent Management,Change Management,SLA.taking and reporting,Self Seivice Portal, KnowiedZe Management, Asset Management So 'are Limnsee and full arv-rz Fbr reportling vsIn_P 500 Repos king Ser lc--,s vr6hrillar report .h. Rf.-gartlLss of the rystew itsed Ir, sL-n rvi rart of 4;c- S4 ce Desk anj TechrIcal Services Funmici-is,aco2ss to all knowledge and rata v--eated,discnvared,documented,and performance inatrics cantalned their!An sha If be acces5lbL.to designated County staff. c Upon contract expiration or termination the Ven-dur shall ta�port all kvledge -nd da:q creaed,discover44,documeatEd and used In support of S-Pmlnote County, The export shall be n a cormnon data format and not proprietary t,-, the app;lcatfon, The Vendor will in cooTulination and ccliabocaViou ..Ith Surn iwk-- Coo ity!..tic-n-x-,tion.Service.,;Department he!p In the orocv.,s tai'expai"Ling EW importhie the data if'.1111Z 1-11.12ili".111fe Cf;,L1Sa V required. A.MEidPIVIENT'91 ..,"7 n 2.2 Informatlon T�z hro!ooJ Inrrastr=lctvre LIL-rar f(1 HL; a. V'e Ven*r v-40 he nmvIe:af.,,Qaf;la c and s ippor: all 11411.:•3 sarsrl::e suppar't processes as d1r acted by 15-:11:iroIC'C:glrty in*%of radon!;a;vle--j.The;ii in f,lode aut,.,riz net Iirrit i g- �f:1 t.:�tan �, Inclrtfiint. Release ;yr c: sr1 i aw-g-m t. 1; ` !"'.i fG, v'end'%, a, i:ct�.i � �n tl' v.� c:r�flCa$ta. �, r�;gtar;*d , rnmr iigement wast, 1.1nforrns_tior:r y IT 4 is ava I L,bie th!fofI,-.-rlt+w sites: tt1t�:.fJ�n�=.r.�ti-rr"i�ciatslta.cot�t�h3:z�Jt�ar;:�:.�.�ir(otit:,E.xl.:tt�1 2."5?rvic e Catzloa IAanFsgemert' 3„Tf12�.+{eador t,llf be i r�£�+C_'SsG;i.'fc''de alopint'v �i?lr'i i'l_`ilrt�,�+43L�d17t7��ti;i;c; 'i'_+lce cn,ala4 I ti'iij l.m a-y d'unamments zj nu'afi`.°.Th•.a. B J:'r"ent of tr,Service Ca'Mlog rrq;tlre:;ex-iC!',,�irl7 V,-z unit muni~:a6'd nrl. nz?r--mi vxious data so;irc--,. Cid 2,01'7 7,.,l Is tZglAred b-ef4;a reisasine these t 7r.urrtarr`os. 2A Profac,.tri?i,agr,' t}wa.3nt i' n&r Is res;tcrisii_le for Project ltxa;iriz-gemL-nt In regards to beta cwt ro loin, riecv it^FitiG?iS.TiriP zpp!Iz—�U,---n rpwdaattas and it2`: gi::l p-mme.l iinph:rvien'_r^tt7ns is$i:?v r_-.'•chi; PCs. 3.1 Avt<'mated Calf I:lsts,ibt 1Vv;j JgCD)System n.The Vendor must prrrvlr?--ati P',trtome.nd Coif D1.2nbt lftn(ACD)syrte_:r vj,)Ic h Is cam€,%(. on Bernard reporting-, A cantlnatLm of repor14 Crgstal(other) rtpartir5.; rrethr*& mEy be used, but tnnar_, rrathcels, casailti idn iirzl sviw a cmL-5 must be m.- de :,",,liable to C_umy Information Services. b.The Vc cior must be abl.to Intfgrate with Seminole Counden rumment 311 procassc-3. .2 Service Desk a. Tit, SD Is the €lrt':t point m contact fcr --If mechnalo3y re4u s&s, outages, quest'iom, ®e:'r rewires,follow-ups end COunW Information Sarvices ncstil'fcaeDns and c ommunicatloM.County Emploiees must be able to ritiiite u self-service option as vier! as Gall or �!rmli the verldc- Technf„.l Scraloe Derr. r; 3ervlc� ti-"ko ly ;;reatee for brad County vi=tomer evrzrit (.!5ervlM request,change or Incident). K Trc�,A Types 1.ITIS',f3 ccrnplj;-�rice distiquisho ticks-t iyW_:;as: Sc n&e drrtl'uest o A Change Request G ter.Incidprit ,i. AX incomir>3 mqui:sts star i as servilox, requesb. if fim. regunsb r.m�qulres moving or rr:coni`i&ritn3 a device, it is carisidere-4 a change r::iivest. If the M-400-q is to rz?w-ir an auto ge of zxpecie6 setvic,': ,it is no,:siderecr en Incfil>nt. 2 AMENDMENT#9 E.'!_,�181T"A as latb�telarrk � rra�tit(rilL:. 1. TW 48bn vAl cr am :arid dMmew •i'ja INM_,ant ,No= bid upon ML beS, !Mawkw. lip," COUBW l 1bF. .00"ik-es Mpplvml, the Vai;or wfll cofmisuntka pi�a*F� IMM--at Mnnaap ra tfwhfts n®;03�tdroe WAUeA4 Incid2w and eh Mquem Sadl3rril iad a the sqw. ft. J.Chenm,and Rely—we NIMMI-asst(ML! 1.ADS Vandoi iii U11 p3didpate it Ctwiy lffdbr a1%n Serosit^�S�gnSe aPari Rejw T,:nwEv.-ny;11 rcaa erg w FMIft %.-afty t armice, ta:chnical soa r$0.—PC (claw- I efts arab 0 :mr wmmvnbp.ftnL Q-PY01WOM AbWgemnt MW 1.An till.Yroh4 .ar h dadairad an nexptUd .;tip r;t;3r-•w_�s Martirr facideru for fhe ,wad dm® ( Imus n). �a:l tlrrai cammunLw1cm fww his Ven&r Thr 1f serirdg I: to Oxjw,.ylay tia4 a°� l eMCM and OPO COta v-Aasreer hm are Mulmd. IL for all dedwad prab€=,lira;Vendor SII COMW gnat easter des CAvare a°Qaaa��;�(I3Caa� f'evaas.Iyr�, 0 datab- .'M;dw%@lore W1�R,� pec,den.r-po►t.+Srill q*, awIrRga to ov alas$ 8f/tket.s9UW�T id Aa evmrua fbj3 r�nic kwus, cmgse @61,1 eftgt�r�+�. ;s�r� cnd,R jai cations to thM root c,-?se of the slgrdb t�I�t:es�rar:sd. hl. Tho VOWN Will pra-rHdpvW In arab. Cotte Depwuvaml €sct;nbns UW help 82WAte Me lnpxt of on WON=GM23 to dam as sdr an- 1.CU90mr Satutaction !.Vd9h mala seruke reit,ft V r v4d kaw a Wat claws naftoon wail bW Wuft a surrey lla&Tft VcrddQr wMI Fmhle 9 MOMW MS&Cfta saamy repxt ao the COD fw walyau IL Oustrstw wMaction. losm man @Me and tha Wr dr Is jWr:,%m InMtp mwft said daftm!.rie the ralA caum. Me VgndOF On Q-Vbcr rMhM 2M wattw-Dr brhv In tt appropffab Ca sty Wmrrar OOn SMMh=Sft4ff to rp . S@Mce I&.A S rt t ,-u and EX isf ag rte: easy tam CmII Ir reutrNd to a wakmioll A a IIBfbr awa y ,Ind m4vpd to theon-ar ft SOnly h.24 X 7 Comrap LA.Verulov Technical Suvkv)est:Technician and tl a•b p=M be avnllatak 24 lor9r;pear d@y'}`dap per vaek to acelwre afar ham nglunu.7hM am for T.Imbn Offlol furctim whemk,cello cannot be MlwW or delayed. 11. A waLft!Ist b vmmiged and published by the Vendor!t is rlal 5erp1ce rv_Tk that shalws who Is 941r ra„rithhi County In.rar ta'e'on Swp2a,the-k coftLt In€orrraRtbn W their backup. 3 AMENDMENT-..�M F-XHIBITW 7 v,ill Inks all after hour's calls, bt andor Technical Sera Desk tTSF)).qtaf creata the ticket In the CRPA system, resolve the ls5ue themsel-ias or c;�qtact the appropriate mi-call resource.The TSD Tacbn1clan must ensure the slWation Is resnlve�- by commun"ting with the cust=.erand the assipt ed reso-urev. k,. A V.1ci=ek i1rffied Msktop Sup,port Technician(NICI)SI) rintist be available during off hours to sup mA (cn site If riecesEary) and resche'arnergency and hu,--- pri-firlpf requp4U. Respowa, ard tesoltition thnes are 16-ted be4%--,. L SoV,.-,A Levels The TSn must mama or exceed tart:tart:fallowing sr i Vicq levels.T Vis endor m u pti-jor,track and report quem ily inetrics timt demonstrate the fORIPwing: ISD f-im-er7ime 102M WWn& Enull Respqpa -C=4 hour.:(Stahmss HOUP) 3,45% Calb An:mraqAb.--Xoned Quant!!Y Pf em% Cowed Squiet routig CLuonft of routings .1-SM FTMt CAI M-Aluda" FCR P=11ble tickwu only :1=13% Lret for all tickets) Propor eumbum to is Whenbed 3--s-43; J.PrbW&y Deffriftions 1.Each Wdent ticket Is assigned c piwltv whkh provides the Mmft response and rusolurCons commitment Every known mquen tnm Is defined and doWmented to the call irouft mmtrk Stft - -amew- awadw- &W Ern eM"q 10 min 4 hour :47A H12 30 min 9 hours )190 Standard 2 hours 24 hours VM S&aedulad 2 hours 40 hours VM PM ed 2 hours IMO AMioPll3s' ENT 49 it_Hi131 acr �e�• ,! opmrolarr p vtldeh?,, F%rms word !to t t J E: . Effie a kw of c- :,.v aiiV Ca only cm pWp4 a ed-,kal bu €na filIMfls3* rnd rd :I IndftV j4 1edIng an inj jj®l o:'a k=e4 W rf Proyew teatime req s ib:-ri pvIsma thec vAl,:meted tem Id)%v;mP.m to eaboe. FADr€tea Tp nq WrAce evcIft or Mogsee,tla TM will GrAwtht.udzt and Imm Ag@ t II tam daa Pt•4 5;;t_ tt p.mv.&In thQ row,c w m 4W em dugg i !wwun cara6ot tr)end,t1h@ TSD atilI:conmr dWr 6nrmra i r.=k Is.fiftmAlon 5Sa dcw EmInike. L Pd V w&nb mcivin the TSD W ontact tM* earae Tad n off quer@ Mstymd to wwrov Rho Ism&If they ars not MPdiY Mlhw t1p:t Desk outbound WE Is l fotth*RSM"a pr. U. County Mrmmdw Ssivk=wttli pwM@ ft Vendor yen vzcW@ftn moft thm vAU ha mahmirag and M~Mcnahly,by County ME I.fntf EnVOCOO 8%Mh&M 1.catnt,empla' (CMLOMM).spy emme m tidot Ir NwhM. .-w Mbcua its timely emphMan arr taro dbsmddW with thak sw&w fa duo on tip ticket The cokaw ego Call to or eamil In tho!emhV@n to ft sanft dwk The Vemlw moi Ink up the ff ft gkmftn Is out of MM&BM @fid tom:v,,M ft cusagwr to achim an @=pUbb l85 L When a sbnM=t cutAp or enna occuws tM emn ImpM many oma,*l submquent cuft=w weans Must be cWhaacledto M abbd IMM is the CHM Oyaw.l.Tw dwat .;] a saleeftn of acWm with Wrd to mawg@nient em1whn ammar nwlflvdbn methods and V6udor TSP stsffl communkagamuntil the Issue Is razolved. I DepaadIng on ft ftme of the mae,tM 7M phone gven Alng may abc be cownSd to PhWWB SUM &FW it ETA MpplkMa mad pwale an amag no=aabn may aft be stmt"those,potandily Imp . M.Wha M agowl l e Is rMw,county WMESM Semkw Is vgairad to complete an lnk=g RCA report In coordindBan with tine VwWor Technical Sembn Sue tMt dcf n.e% **ea mused the m, quantMes the lmpM of ft aumSe and provkIn recomunn i ns 9cr avokling the pmblcm In Ba rre(sw FraMem W ent), 6 Ai",OENDLIENT§1 a.Vend,-,r !s reqvlr-xi to con&xt (,-A-Vone-.m %-pens.:j bitc4.round chiec!.-s o,-, fl SL&Arf 0 S21hIr'le Courty accaujiL The Veador!s required to pj2;,,.jjj2 of 10� bb-:!;;round cli-2c-tz to:hs CYjif:V-- The County reserves tl� of refusal t-,;] any Vtmd-:-r drnp:viiie. 'Me follct>;,iny cef tificzVons a.a rarim-N-j: Field'fech n WE.nz,- Wnimvm dowf ilX rcsoft Ce--'-t1fled i,,-,Ato!;SL-ppor�T-,%.hnIciafi M-11 .QST! Wfi WHI L;t� required' to olk-On next f-X5 Ic"Vel v&31h one (1) U%wilinatlnr,;eloasr;, 6 Vak;deft Packard(NIP)Autlmriz;d S# rvlcn Pravide.-Vlarran4,Rcp.31-k- CompTIA A+ OwtpTIA N:<�,orkirig,*- 'n MIMS traffilvg fbi 2my staff that i1i 6ctiY"a v.lth "'Li EmLe�e-ncv Opemitions Ounter tEUC) Florld-ho Depa.-trnernt ff. L Enforcemeni!s Criminal Justice, infm�rnmiiwi S--ices (C-115)ter;fluatiml Vendar will ho rE-qu1n-.d in corldija (at' W-,idr.irr ;nt,.p-M.,;e) Ve,9040,, jjjjpia,,qh? training cwArses for &,-xual Haras:;Yrient, Custa--Ac-r Sceivice TEchntque!;. Serjics Desk Tedinicians- 0 HDI Suppom CentFrAnalvst V Anndal Cuswrner Service TrJ,,nirS Vendor wifl provid-,:, a minimurn e one staff th--t L [VilemmI.P. Syst;.im Centev ConEsu-i-ation Nlanagsr (SCCM) c-eriffled and conlPetent in pzr.';kIng a.id deployIne appill.'ejol., Pz6xgL,3. VePA-fr-e ll also Commit to heviriz-a minimum of one:;Itaff f&/ campc-tent with Microsoft ApI.-Vwithin one year of contra`:.:stan?date. Vendw must porseass and retain a Mlcrmoft Partner status f6r the tarTn of the contrwct. 4.2 Suppwted PC/End point Confirurations e.The standard County PC conflg-uratioi Includes Microsoft Windows OS,Microsor", Office, Microsoft Forefront Endpoint Protectbon, and multiple sp-pIIL-3t1cns ftt lie certlf;-ed w wrk an the County's standzird PC. b.The vnndur will support M2 applications thzt are Installed and Pre 4rrludmj within th_ County PC srandaid. c.Thc:vend-,)r Will sun art Apple,Androld an -,�d Win hzised mohile x1evIces(tahlas. I p Cell phones). ef. The vendor wHI suppnit Library and point dices that are utilized lyr, Citizens for msw.,Ing,boolz,pnylng fines,etc, Phe current appliratIon Is Envicionware houciver,the- kf:ondor will be required to toordinate with Information Services and Semln�Ji-,County Llbizry Scrvkk-.s during the ccursp nl thLt contract to Mid - sufteble rap!c: dimmed necessary. !*Is V!z:purposc of this swrkee tp en%jio^M ei,#tlm(.'nd use"OfivirJAM--ni Is axpe,--ted be twppoit,-A as y-ut of these serd=- e user envirnrimert Will ladiide PII 6 AMEf+;OMEidT rr1 EXH151T"day pi3rlprcrals that may attaehad tc, the e;.d poise da-Ace. The-le am typical parin:terr ls,so-mn=.r,bi:sin'ss card raadzrs,-•tC. 4.S invertor:' a.The V-=rz ger Is thu assigrned custodian for computers an:;meni}ors&iloynd ihroughunt-the County zwo is --sps omlb!-for r:.Antm;rin:c Count*j, Ir:h+rm:tion Servires defl;moi: arta pis ror renovding,tmck ng;wed raonciliatinn of pC5 and monitofg. E:_hib;.A prot'i:3;s w comer:senslve listing c:i crrrn�ni: Courtly louitk nn. Ti='ss, lis: may Bios; .;,a al I .dvs ve dut,tc'-rounpi,Lusin`s5 needs. b,1't^.Courtes Cupful As-mts aw!irs each fiSCal r-ftt`,e stma eate cr,ti,.--:-A'iteim, :he WmdorvAli phusizal:;r Ici:z+to z�Si Pie:St ,r_liones, wonitors, 'cSacy prititers, ansa p-rcpharals find pa-Mile a Y>rrMen report to it e GO v.-Itbin a"S days showing k,,cat-:!d arra itetas. In zexiltimi,the Vendor will bs,raquir,-d tc;ccomprariy the Purchn. hK anti P.-ocurernent=laid assets Coordinaixsr on yearfy avdRs of 0 Inkirniat!vri St.-At as Fit ed Asse:.e 4 Annual llt+f esh and D2ployrrenis a. County Informatlon ervicr's vAl prehaase 4001 1111"'s ani t&lhlets eaili yaar sndi.;,`Nip thea,in ibe vendor's s:.Hg.s'tg facility-.The Vendor ivill pnuvid:z packings lists to Count;is AssLL'z Manngnm+int atccr coordinia8c- applyin-, the ass:�l a-gs v,11th :.ou,;A,! 6 Asset m3 ag�ma:n�. 4.The Vanft. -,YAN b6 res$grasicaie for ccordinathiq the refrash prvFxa rr. THs will Include all Imaging, --pplicatlon imstallatforas, and phylsfcvi installation, at the cheat's site. The Cownty it carientk-refreshing approximately 100-125 PV'st'iaptaps each quarter. n E sfaging Facility a.The Vendor most provide a secured,dedicated storat e and%,,°ork arab to stage Fitd Image all ITC's.(t-"Atkin 45 days of contract signing.) 1.This vAl not be a County-owned fkIlity or work P.mz.Venuar is required 4e maintain County assets(workstations,laptops,etc-)in like conditlorr whin. undLx Vardar's eust3a4. if.Thb;Includ"staring assets in a smvre and clirna*e controlled fa:fltty. i1I.The facility may not be kazted In a fland me. hi. The facility trust be formed within P 20 mils'radius of 1101 E;1'St,Sanford Florido. v. The facility dirma� control must be air conditioned and have a maximum Inta?rnal tempar•4tum of no more than 76 dogreas dueirz normal busincLs haum ;;I. Th:i County resertres tlrn right tc Inst eci and retains�a right of refusal of the Vee.ors faellity. Should the vendor have the facility avaliable prior to Con:raci award,County Information Services staff will conduct a site visit of the fa„ility. L. !, ndur facilitlas used to receive,suer;., c;n igura,repair,stage or d:spase of County w,s as shall b--rcccssiblm to Count staff during normal business hours or Immeelately upon the decbration of an emergency by the County Emergency Dpemtlons Chief. L IsposaI of Cu:Tent CountLI property must coni pfly Stith Coun.1--surplus procedures. c,. `rendor shall maintain adequcte prop;:rty iess insurance tar fully cover the full replpcament vale.:of sssi:i s in il.s cc.+str*. A M E I--I D MEENT 41 4.15 PC lm;tgo Mznr-,eairynnt n.Tice Vendar vvffi crebte=6 rnaiwt!Pn lnsagy,;:s vlz Ahlcrosrmft System Citntc,r (SCCUI).Thu V!�-tworwtjst be certifled and&noviladgeable with 1,Akr-_-x;oft SMIA.All lmzgeL; inn t-i;zis arn"to on approved by Ujarrt,, Inforitiat;0j, &_,rvIces System r;r!o:* to being rcleasuzl to t-lit, Cdw_ys pr-dLcjTf;;I etivLwnmant. 4.7 IfWcrosc4l.Urdaie:jfttch Tesin wX nrvaltiate f.,,Ij.;cro.vft pa Month the yondor i itch re!eascz., zind coordhial.e uOth Cwtvity Inforlswation sarvit-*Z tO Obtall' 2PPrOIjul luriv;- to Vei'dor lnitallrdclin tho proewmicti M017-atlon. i). The air-dinr r:,Ilf be respomlblz or przduclng L qv=zarly P:--tch relm"rz &a:� demonstrates tha percent of WO.Aim-do.,is nok 1.1 patch compliance,cmd;) reme,613-don clan tc hiir.,B thnsG isy.,wms Info comrAilance. c. The Vendor will bD require.4 to rn rAEt the;kill will iff ptitch MpArics. 1. Within ISD days OT coaftet start 5E9t, nf greatc,- e all Ws ranzt patel 11. WithIn 563 days as carruact start WIC, cr gr.at2r of all PC's rnaet patch COMPIlancL. Si. By end t-f Quo a rtar'.t)f clear I zf thL, ccv!-,,10,99%nor veno-of 31111,1675 al I I at me—ez'p,r exceed pztch compflanre. iv.Shoup!SerrinWe Caunty currently exa-ccl tiny of these measulies,the Vendor will be required to maintain current,ca_mpflRn,::e rates. A.8 EmerGanqOparaVonsCenter(EC C),ActWtbns a.7h4 Vendor w1l',provide two (2)PACDF.V!;dvrLng EOC r-cliwflons, The EOC could be nctivated several days prior to an evenz,tend wuLd be actuated for several&Ays dutir.q anrl after isn even:. Training one preparation is jr-quired for the support of E(;C activzVons. Vendor must ensure the two EOC staff ara in full compliance and trained In accotdance with the FEMA NIMS certiftatMn. Venclor must bill for EOC activations at s standard hourly rate which Is to he specified!n tit,:rw-ponsc and shwid not kau&d in the standard contract rate. 4.9 Beard of County Commission Meetings and Woe,-, Sessions a. 11;e Vendor must pro=de ans!U- sifppori for all Swrd of County Commission tvIectings and work serss:;3rjs. Thwe meetltW ave iteld nn averase mont'.-If,'at 110:1 E.V St,5,-,tnfbrd Floridn. The onsite MCD:;T will I. raqulre,;to suppo rt , and assist sv�Fo and clWens with connealvit, and FrywarPolut support as the r;L�ed. arises. The Vendor must coorilrmtt With Sernliiole County Government Television (SGTIV)staff for all gord meetings and work sessions. 4.10 Printem,Plotters,Scannans.and Fax Dawkes a.The Veitdor will be required to support thasto typa-,of deevices limited to tfie setup of the device,Irztallatinn of drWers tins!Insurlag loc6l ornL-twork carinedivity. T;uv,bl-_shvnUn;,,device Issnes will b--provided inal.-Xy by C,!e sarvice&sl:or an onsite ol,d6-!)atd—.Id technIclan b-afare eszzf-.tion to a thir!pa"' vandvir. ant thin Party vender is Cop.-tronics) Device Zelactimi, practirement, —Npilr and maijitf.,nance B AMENDMENT-�'l 1N, coordinati,jat (inchidiiij; c.,�aisurnal ie sarPpiiys) is the re'rpatuiiaiitty of the Isj a:m�Han Ma exception to this are tegac,owned orinters that ar. urreHitt-trvoed by the{canny. la these czscs,it�s.c t�oc� teshratl�1;, :tri;g��tY hat,.evar, the :aunty st;areey Is to vatlre Mesa leg-try deuc•:!s Fn plate of ti;e CeprTrsnics€witifunctimi De--,ACS. 5.0 HWANAGEIACt IT SERVICES .'.Vesirlor Leatic.,rstaipft!9:ane-gemeat n,Tkn Vendor will rrovide one seni-s iit-,it l �ccount Ir,;-.njScr tlia_,vAH nteand a; c�c1',• lrtiarraEa�loci�r�t?'t£}aDt2pa-firnalat M.-aaame n'12-s'1;;. This re co ir:r;Is,laid 3atfi:t:0i:kf1,v c.xzludit2l- hul.days, r.t 9303 -an. The puirpose of the inactlti-Vp k m a-0dress 1s- Da art,i::n'. ri2ie3 L_'mnat itenns r t'ly:% SIA'' e'scathI',A Wofi c re' pe for:n�-ice, provide mejor prlj2ci ups ates, and &-cuss ar: AMENDMENT 1"r EXHOT"A" will n 3 ba removed from consiAm.21on, TIP.aricial & nQ.j n&,. t Ccuntics ript-to fiimmirt,ft,2!un&ribe �10 p a. L'n dtll r d h 1 s s co pa, m!n r,a Co u nty mal re q u i)A t u,I adW d V$vd c r z t P,iji t u I--, to 17rovidu,an Optioiv.,iivd-??n co---.-for 'jull liaclvskm d har6urua lift ;-his contrpa. expa'd—cation w4l] be frr the Verba: to pmk,,eCou-nLy star4art, V? Dpshtcp/Lu:)top/Tab!aL to Cf?urri-,, crsionvers -'Lhzt would ,I&ida the TO ccSz of suppurtod dev!%1. The vxms and of Lhe ve!U bti nz:pv tc-j ni $Irnn cfd)e Ccumy raq.re,'t. AMENDMENT#'i azq ] �v$7�; y'.! -c ,tS}• �LSQldi o1T sFlh es H7W 6?.w79.A Y/d�.. t.. �i.�{.sil �4,+ �4?t�xap a36.e�.a ti: $:� `°�'3 �^V I .'.,..� SC �.�"+ervlces Hardware as a Service protides the ure of an IS approved PC under a monthly rental in lieu of the County purchasing or leasing the equipment. This month to month agreement eliminates the County ownership of computers,in addition to the costs associated with Insurance,procurement,asset management,decommissinning process and disposal processes for e-waste. Hardware rental support includes: 1)warranty repairs,2)break&repairs,3)equivalent model loaner pool,3)refresh when the hardware becomes outdated or 4)IS deems the unit is no longer acceptable for a specific use. Vitil provides these repairs,decommissioning and/or replacing the hardware and proper recyclin& missior�'rna includes wiping all data and certifying old equipment has been recycled legally. Outdated hardware is when a device Is 50 months past Its introduction date. ltitil uses a 43 month target refresh date,but add 2 months to ensure 1 contractual compliance. LRZ stolen or damaged equipment will be replaced if within 2%of the total fleet value per year. Missing units above 2%wl!I be Invoiced at a lost equipment rate of specific units WSCA—15%price. Service levels + Standard configuration PCs is they will be In use within 5 business days of the service request. o Swap when extended repairs are needed(warranty or break/flu)will be replaced with an equivalent unit. This is in lieu of a loaner unit whereby when the original unit Is repaired,it has to be replaced which Inconveniences the customer. It also avolds the customer having to work around lesserc-apabilrdes while they have a loaner PC 0 PC change req (different model)or early removals have a fee equivalent to a 3 month rental charge. Egrdi quality Iss gvll'. ._k-curea as vitil purchases PCthrough the HP Business let. The majorities of units,Including computer accessories have never been used before(returns,cancelled omlers,overstocks and other)and are less than 12 months old from their Introduction date as verified by the certiF' . Page 2 of 3 1aM ND.';I E N T s 7 3>a}.s'dwa.r e as /tea scervivice C-? prepna ml "AIn7.£'n—driE e ni 4i VIT I Financial HP Outlet units have a montarly pricing set by using the WSCA state price for a new unat MO the same configuration,less 15%,divided by 48. Cowarbm cue fora co r. WSM SaMnale Month0 Pao (New( 5'MOD 45MOD of d -1 SM00 425.E &85 6.64 ' In the event the County budget is reduced,the County has the option to continue using the unit between months 49 and 60 at a 259 discount. At month 61,if the County chooses,Vitil will transfer the ownership of the unit at zero cost. .Pr IS will review/approve any proposed PC models and their configurations. Vitil will present certificate showing date,origin(HP Business Outlet),WSCA price and discount(15%)and monthly rental rate signed off by Information Services. IS may select any model-and configuration and is not limited to any prior commitments. The use of WSCA as a reference ensures compliance to current pricing data. Inamnee(RFp Section 14) Certificate provided. Edstang RFP The rental program does not replace,alter or conflict with any existing RFPagreement(s),standard purchase or leasing program. These units will receive the some level of service as described in the original contract received. Under the rental program,Vitil will be responsible for the repair,maintenance and parts during the 48 month or 60 month rental. Page 2 of 3 AMEPR . EN'ffil '11'Trd-vuss.3 e-¢m-al Se4"r'i .t (?.rental Arn: &'ddineat Gi x IT1L Tere�i In addition to the termination language In section R of the agreement,the rental units have 3 options: 1. The units may continue to be paid for monthly to complete their term,but the data wipe and disposal mould no longer be provided. 2. The units may be purchased using a price that is their original price,plus the 12 month mdenslon,less rental payments already made. The data wipe and disposal would no longer be provided. 3. The units can be removed per the one month charge. Data wipe and disposal(when applicable) would still be Included. Refererm information This prom Is In response to Seminole CountV RFP-1021 03-14/TLR,Part 1,SCOPE OF SERVICES,section 6.0. 6 D Future Optional Service Offering 6.1 Desktop as a Service(DaaS) a. Under this scope,Seminole County may request the selected Vendor at a future dam,to proves an optional add-on cost for the full incluslon of hardware Into this contract The eVectation will befor the Vendor to provide a County standard HF Desktop/Loptop/Tablet to County customers that would include Me halt cost of a supported devices The terms and conefitions of the agreement will be negotiated at the time of the County request. This program provides a process for fulfilling PC hardware requirements that provides renting hardware as a new option for the County to use whenthey deem the rental more oast effective. Page 3 of 3 Amendment#1 EXMITB grvice Pr1dBg Description County Owned Hardware as a PCs as per Service PCs current contract with Vitil All services as defined in RFP 602065-14MR for reser $575M $572.50 technoLM phygicaiiv located within Seminole County: Employees of Seminole County Government Employees of other public sector organizations that IS supports 9.Ibrary Patron PC,/s or Ivosks $250.00 $24750 f Amendment#1 EXHIBIT"B" -tt5 ' PRICE PROPOSAL. PROJECT TITLE; RFP402DM14ffLR—IS Smice Desk&Desk Side Computer Suppori Mailing Address: Jl 7 7 7 ?1F L`r:'?A��+t�� a ti]� 3 �' _ �.41 CitytSteftop: -z sllr4 0 "x"z- Nhorre Nuco r: FAX Numb: (e;W/ `J—P r4, . E-Mail Address: t I.&%-Vrrde V ,r 14 Pursuant to and in compliance with the Request for Proposals, the undersigned Proposer agrees to perform the Work In strict conformity with Contract Documents, including Addenda Nos. through 3, on Elie for the rates hemInMw set forth. The undersigned Proposer declares that the onty persoWparties Interested in this proposal as principals are those named hemin; that this proposal Is made without collusion with any person, firm or corporaffon; and proposes and agrees that, if the proposal Is accepted. Proposer will execute an Agreement w1th the COUNTY and will furnish Insurance Cedificabs. The fixed hourly rates for EOC Activation and Out;of Scope work shall include all costs for work in place, Including, but not Ilmbd to General Admilrilstrave Overhead, Fringe and beneft, Profit, Transportation of material to the project site, Tools and related Rants, Cost associated with company officers and staff. Annual Fbod Price/Computw QuentRy Price/ Wended Dollar outer Ammat 4p=1500+t Saninoft County unft ism V*.* .. 'p ,z• c:G App=.100+&Ubmry Patron Me or Kbake 100 z�ra, — 2 0.- (To (Tei evaludbW TOTAL: EOC ActivationHoa Techn' n: hour erxis Fids EOC Actl "7zM OUT OF SCOPE Wended Hourly Tit StarmM Ofisirms hours rate.7:00 am—5:00 prn. tion-Fd TTeaWnlan: hours rets.weakencle,ho :Y R I=S WHEREOF, PROPOSER has hereunto executed FORD this >' day of 20 (Name of PROPOSER) (Signsture of person sifting FORAM) `j i e' e-ry (Printed name of person signing FORD) INFORMATION SERVICE DESK AND DESK SIDE COMPUTER SUPPORT SERVICES AGREEMENT ( "-602065-14//TLLR) THIS AGREEMENT is dated as of the / day of E4P14*t, pjy—, by and between VITIL SOLUTIONS, INC., duly authorized to conduct business in the State of Florida, whose address-is 1777 Northgate Boulevard, Al, Sarasota, Florida 34234, hereinafter referred to as "VENDOR", and SEMINOLE COUNTY, a political subdivision of the State of Florida, whose address is Seminole County Services Building, 1101 East First Street, Sanford, Florida 32771,hereinafter referred to as "COUNTY". WITNESSETH: WHEREAS, COUNTY desires to retain the services of a competent and qualified vendor to provide information service desk and desk-side computer support services in Seminole County; and WHEREAS, COUNTY has requested and received expressions of interest for the retention of services of a vendor; and WHEREAS, VENDOR is competent and qualified to furnish services to COUNTY and desires to provide its services according to the terms and conditions stated herein, NOW, THEREFORE, in consideration of the mutual understandings and covenants set forth herein,COUNTY and VENDOR agree as follows: Section 1. Services. (a) COUNTY does hereby retain VENDOR to furnish services and perform those tasks as further described in the Scope of Services attached hereto and incorporated herein as Exhibit A. VENDOR shall also be bound by all requirements as contained in the solicitation package and any addenda thereto. CERTIFIED COPY RYANNE MORSE CLERK OF CIRCUIT COURT Information Service Desk and Desk-Side Computer Support Services $EVCOUNTY, FLORIDA (RFP-602065-14lTLR) �� Page 1 of 18 BY DEPM ZLERK (b) VENDOR agrees that its staff/employees assigned to perform work pursuant to this Agreement shall not be replaced or substituted without approval of COUNTY obtained prior to such action. (c) COUNTY reserves the' right to have VENDOR's staff/employees performing services for COUNTY pursuant to this Agreement replaced by VENDOR immediately upon COUNTY's written request. Section 2. Authorization for Services. Authorization for performance of professional services by VENDOR under this Agreement shall be in the form of written Notice to Proceed issued and executed by COUNTY. Section 3. Compensation and Payment. (a) COUNTY agrees to compensate VENDOR for the professional services called for under this Agreement fees in the amount as indicated in Exhibit B, attached. VENDOR shall perform all work required by the Scope of Services,but in no event shall VENDOR be paid more than the negotiated fees as stated above. (b) Payments shall be made to VENDOR when requested as work progresses for services furnished,but not more than once monthly.VENDOR may invoice amounts due based on the total required services actually performed and completed. Section 4. Billing and Payment. (a) VENDOR shall render to COUNTY at the close of each calendar month a properly dated and itemized invoice including,but not limited to the following information: (1) The name and address of VENDOR; (2) Contract Number; Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14M-R) Page 2of18 (3) A complete and accurate record of services performed by VENDOR for all sen-ices performed by VENDOR during that month and for which COUNTY is being billed; (4) A description of the services rendered in (3) above with sufficient detail to identify the exact nature of the work performed;and (5) Such other information as may be required by this Agreement or requested by COUNTY from time to time. The original invoice and one(1)copy shall be sent to: Director of County Finance Seminole County Board of County Commissioners Post Office Box 8080 Sanford,Florida 32772 Two(2)copies of the invoice shall be sent to: Seminole County Information Services Department 1101 East First Street Sanford,Florida 32771 (b) Upon review and approval of VENDOR's invoice, COUNTY shall, in accordance with the terms as set forth in Chapter 218, Part VII, Florida Statutes, pay VENDOR the approved amount. Section 5. Audit of Records. (a) COUNTY may perform,or have performed, an audit of the records of VENDOR at any time during the term of this Agreement and after final payment to support payments hereunder. Audits may be performed at a time mutually agreeable to VENDOR and COUNTY. Total compensation to VENDOR may be determined subsequent to an audit as provided for in subsection (b) and of this Section and the total compensation so determined shall be used to calculate final payment to VENDOR. Conduct of this audit shall not delay final payment as required by Section 3(b). Information Service Desk and Desk-Side Computer Support Services (RFP-602065-141TLR) Page 3 of 18 (b) VENDOR agrees to maintain all books, documents, papers, accounting records and other evidences pertaining to work performed under this Agreement in such a manner as will readily conform to the terms of this Agreement and to make such materials available at VENDOR's office at all reasonable times during this Agreement period and for five (5) years from the date of final payment under this Agreement for audit or inspection as provided for in subsection(a)of Us Section. (c) In the event any audit or inspection conducted after final payment, but within the period provided in subsection (b) of this Section, reveals any overpayment by COUNTY under the terms of this Agreement, VENDOR shall refund such overpayment to COUNTY within thirty(30) days of notice by COUNTY. Section 6. Responsibility of VENDOR. (a) VENDOR shall be responsible for the professional quality of services furnished by VENDOR under this Agreement. VENDOR shall, without additional compensation, correct or revise any errors or deficiencies in its services. (b) Neither COUNTY's review, approval, acceptance of nor payment for any of the services required shall be construed to operate as a waiver of any rights under this Agreement or of any cause of action arising out of the performance of this Agreement, and VENDOR shall be and remain liable to COUN'T'Y in accordance with applicable law for all damages to COUNTY caused by VENDOR's performance of any of the services furnished under this Agreement. Section 7. Term. This Agreement shall take effect on the date of its execution by COUNTY and shall remain in effect for three (3) years, and at the option of COUNTY may be renewed for two(2)additional one(1)year terms. Information Senice Desk and Desk-Side Computer Support Services (RFP-602065-14/TLR) Page 4 of 18 Section g. Termination. (a) COUNTY may,by written notice to VENDOR,terminate this Agreement,in whole or in part, at any time, either for COUNTY's convenience or because of the failure of VENDOR to fulfill VENDOR's Agreement obligations. Upon receipt of such notice,VENDOR shall: (1) immediately discontinue all services affected unless the notice directs otherwise;and (2) deliver to COUNTY all studies, reports, estimates, summaries and such other information and materials as may have been accumulated by VENDOR in performing this Agreement, whether completed or in process. (b) If the termination is for the convenience of COUNTY, VENDOR shall be paid compensation only for services performed to the date of termination. (c) If the termination is due to the failure of VENDOR to fulfill its Agreement obligations, COUNTY may take over the work and prosecute the same to completion by Agreement or otherwise. .In such case, VENDOR shall be liable to COUNTY for reasonable additional costs occasioned to COUNTY thereby. VENDOR shall not be liable for such additional costs if the failure to perform this Agreement arises out of causes beyond the control and without the fault or negligence of VENDOR. Such causes may include,but are not limited to acts of God or of the public enemy, acts of COUNTY in either its sovereign or contractual capacity, fires,floods, epidemics, quarantine restrictions, strikes, freight embargoes and unusually severe weather,but, in every case, the failure to perform must be beyond the control and without the fault or negligence of VENDOR. (d) If, after notice of termination for failure to fulfill Agreement obligations, it is determined that VENDOR had not so failed,the termination shall be deemed to have been effected Information Service Desk and Desk-Side Computer Support Sen-ices (RFP-602065-14tMR) Page 5 of 18 for the convenience of COUNTY. In such event, adjustment in the Agreement price shall be made as provided in subsection(b)of this Section. (e) The rights and remedies of COUNTY provided in this clause are in addition to any other rights and remedies provided by law or under this Agreement. Section 9. Equal Opportunity Employment. VENDOR agrees that it will not discriminate against any employee or applicant for employment for work under this Agreement because of race, color, religion, sex, age, national origin or disability and will take steps to ensure that applicants are employed and employees are treated during employment without regard to race, color,religion,sex,age,national origin or disability. This provision shall include,but not be limited to the following: employment, upgrading, demotion or transfer; recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. Section 10. No Contingent Fees. VENDOR warrants that it has not employed or retained any company or persons other than a bona fide employee working solely for VENDOR to solicit or secure this Agreement and that VENDOR has not paid or agreed to pay any persons, company, corporation, individual or firm other than a bona fide employee working solely for VENDOR, any fee, commission, percentage, gift or other consideration contingent upon or resulting from the award or making of this Agreement. For the breach or violation of this provision, COUNTY shall have the right to terminate this Agreement at its discretion without liability and to deduct from the Agreement price or otherwise recover the folk amount of such fee, commission,percentage, gift or consideration. Information Service Desk and Desk-Side Computer Support Services (RFP-602465-14/TLR) Page 6 of 18 Section 11. Assignment. This Agreement, or any interest herein, shall not be assigned, transferred or otherwise encumbered under any circumstances by the parties hereto without prior written consent of the opposite party and only by a document of equal dignity herewith. Section 12. Subcontractors. In the event VENDOR, during the course of the work under this Agreement, requires the services of any subcontractors or other professional associates in connection with service covered by this Agreement, VENDOR must secure the prior written approval of COUNTY. If subcontractors or other professional associates are required in connection with the services covered by this Agreement, VENDOR shall remain fully responsible for the services of subcontractors or other professional associates. Section 13. Indemnification of COUNTY. VENDOR agrees to hold harmless,replace and indemnify COUNTY, its commissioners, officers, employees and agents against any and all claim, losses, damages or lawsuits for damages, arising from, allegedly arising from or related to the provision of services hereunder by VENDOR whether caused by VENDOR or otherwise. This hold harmless, release, and indemnification shall include any claim based on negligence, action or inaction of the parties. Section 14. Insurance. (a) General. VENDOR shall, at its own cost, procure insurance required under this Section. (1) VENDOR shall famish COUNTY with a Certificate of Insurance on a current ACORD Form signed by an authorized representative of the insurer, evidencing the insurance required by this Section (Professional Liability, Workers' Compensation/Employer's Liability, Commercial General Liability, and Business Auto). COUNTY, its officials, officers and employees shall be named additional insured under the Commercial General Liability policy. Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14fMR) Page 7 of 18 If the policy provides for a blanket additional insured coverage, please provide a copy of the section of the policy along with the Certificate of Insurance. If the coverage does not exist, the policy must be endorsed to include the additional insured verbiage. The Certificate of Insurance shall provide that COUNTY shall be given,by policy endorsement, not less than thirty(30) days written notice prior to the cancellation or non-renewal or by a method acceptable to COUNTY. Until such time as the insurance is no longer required to be maintained by VENDOR, VENDOR shall provide COUNTY with a renewal or replacement Certificate of Insurance before expiration or replacement of the insurance for which a previous Certificate of-Insurance has been provided. (2) The Certificate of Insurance shall contain a statement that it is being provided in accordance with this Agreement and that the insurance is in full compliance with the insurance requirements of this Agreement. The Certificate of Insurance shall have this Agreement number clearly marked on its face. (3) In addition to providing the Certificate of Insurance, on a current ACORD Form, upon request as required by COUNTY, VENDOR shall, within thirty (30) days after receipt of the request provide COUNTY with a certified copy of each of the policies of insurance providing the coverage required by this Section. Certified copies of policies may only be provided by the insurer,not the agent/broker. (4) Neither approval by COUNTY, nor failure to disapprove the insurance furnished by VENDOR, shall relieve VENDOR of its full responsibility for performance of any obligation including VENDOR's indemnification of COUNTY under this Agreement. (b) Insurance Company Requirements. Insurance companies providing the insurance under this Agreement must meet the following requirements: Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14M R) Page 8 of 18 (1) Companies issuing policies (other than Workers' Compensation) must be authorized to conduct business in the State of Florida and prove same by maintaining Certificates of Authority issued to the companies by the Florida Office of Insurance Regulation. (2) In addition, such companies shall have and maintain, at a minimum, a Best's Rating of"A-" and a minimum Financial Size Category of"VII" according to A.M. Best Company. (3) If during the period which an insurance company is providing the insurance coverage required by this Agreement, an insurance company shall: (i) lose its Certificate of Authority; or (ii) fail to maintain the requisite Best's Rating and Financial Size Category, VENDOR shall, as soon as it has knowledge of any such circumstance, immediately notify COUNTY and immediately replace the insurance coverage provided by the insurance company with a different insurance company meeting the requirements of this Agreement. Until such time as VENDOR has replaced the unacceptable insurer with an insurer acceptable to COUNTY,VENDOR shall be deemed to be in default of this Agreement. (c) Specifications. Without limiting any of the other obligations or liability of VENDOR,VENDOR shall, at its sole expense, procure,maintain and keep in force amounts and types of insurance conforming to the minimum requirements set forth in this subsection. Except as otherwise specified in this Agreement,the insurance shall become effective upon execution of this Agreement by VENDOR and shall be maintained in force until the expiration of this Agreement's term and/or the expiration of all Work Orders issued under this Agreement, whichever comes first. Failure by VENDOR to maintain insurance coverage within the stated period and in compliance with insurance requirements of COUNTY shall constitute a material breach of this Agreement, for which this Agreement may be immediately terminated by Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14/TLR) Page 9 of 18 COUNTY. The amounts and types of insurance shall conform to the following minimum requirements: (1) Workers' Compensation/Employer's Liability. (A) VENDOR's insurance shall cover VENDOR for liability which would be covered by the latest edition of the standard Workers' Compensation policy as filed for use in Florida by the National Council on Compensation Insurance without restrictive endorsements. VENDOR will also be responsible for procuring proper proof of coverage from its subcontractors of every tier for liability which is a result of a Workers' Compensation injury to the subcontractor's employees. The minimum required limits to be provided by both VENDOR and its subcontractors are outlined in subsection (C) below. In addition to coverage for the Florida Workers' Compensation Act, where appropriate, coverage is to be included for the United States Longshoremen and Harbor Workers' Compensation Act, Federal Employees' Liability Act, and any other applicable Federal or State law. (B) Subject to the restrictions of coverage found in the standard Workers' Compensation policy, there shall be no maximum limit on the amount of coverage for liability imposed by the Florida Workers' Compensation Act, the United States Longshoremen's and Harbor Workers' Compensation Act, or any other coverage customarily insured under Part One of the standard Workers' Compensation policy. (C) The minimum amount of coverage under Part Two of the standard Workers' Compensation policy shall be: $500,000.00 (Each Accident) $500,000.00 (Disease-Policy Limit) $500,000.00 (Disease-Each Employee) Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14/TLR) Page 10 of 18 (2) Commercial General Liability. (A) VENDOR's insurance shall cover VENDOR for those sources of liability which would be covered by the latest edition of the standard Commercial General Liability Coverage Form (ISO Form CG 00 01) as filed for use in the State of Florida by the Insurance Services Office without the attachment of restrictive endorsements other than the elimination of Coverage C, Medical Payment and the elimination of coverage for Fire Damage Legal Liability. (B) The minimum limits to be maintained by VENDOR (inclusive of any amounts provided by an Umbrella or Excess Policy)shall be as follows: General Aggregate Two Times (2x)the Each Occurrence Limit Personal&Advertising $1,000,000.00 Injury Limit Each Occurrence Limit $1,000,000.00 (3) Professional LiabilityInsurance. VENDOR shall carry Professional Insurance Liability insurance with limits of not less than One Million and No/100 Dollars ($1,000,000.00). (4) Business Auto Policy. (A) VENDOR's insurance shall cover VENDOR for those sources of liability which would be covered by Part IV of the latest edition of the standard Business Auto Policy (ISO Form CA 00 01) as filed for use in the State of Florida by the Insurance Services Office, without the attachment of restrictive endorsements. Coverage shall include owned, non- owned and hired autos or any autos. (B) The minimum limits to be maintained by VENDOR (inclusive of any amounts provided by an Umbrella or Excess policy) shall be per accident combined single limit for bodily injury liability and property damage liability. If the coverage is subject to an aggregate, Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14/TLR) Page 11 of 18 VENDOR shall maintain separate aggregate limits of coverage applicable to claims arising out of or in connection with the work under this Agreement. (C) The minimum amount of coverage under the Business Auto Policy shall be: Each Occurrence Bodily $1,000,000.00 Injury and Property Damage Liability Combined (d) Coverage. The insurance provided by VENDOR pursuant to this Agreement shall apply on a primary and non-contributory basis and any other insurance or self-insurance maintained by COUNTY or COUNTY's officials,officers or employees shall be in excess of and not contributing to the insurance provided by or on behalf of VENDOR. (e) Occurrence Basis. The Workers' Compensation policy, the Commercial General Liability and the Umbrella policy required by this Agreement shall be provided on an occurrence rather than a claims-made basis. The Professional Liability insurance policy may be on an occurrence basis or claims-made basis. If a claims-made basis,the coverage must respond to all claims reported within three (3) years following the period for which coverage is required and which would have been covered had the coverage been on an occurrence basis. (f) Obligations., Compliance with the foregoing insurance requirements shall not relieve VENDOR, its employees or its agents of liability from any obligation under a Section or any other portion of this Agreement. Section 15. Dispute Resolution. (a) In the event of a dispute related to any performance or payment obligation arising under this Agreement,the parties agree to exhaust COUNTY dispute resolution procedures prior to filing suit or otherwise pursuing legal remedies. COUNTY dispute resolution procedures for proper invoice and payment disputes are set forth in Section 22.15, "Prompt Payment Procedures", Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14i'MR) Page 12 of 18 Seminole County Administrative Code. Contract claims include all controversies, except disputes addressed by the "Prompt Payment Procedures" arising under this Agreement within the dispute resolution procedures set forth in Section 3.5540, "Contract Claims", Seminole County Administrative Code. (b) VENDOR agrees that it will file no suit or otherwise pursue legal remedies based on facts or evidentiary materials that were not presented for consideration in COUNTY dispute resolution procedures set forth in subsection (a) above of which VENDOR had knowledge and failed to present during COUNTY dispute resolution procedures. (c) In the event that COUNTY dispute resolution procedures are exhausted and a suit is filed or legal remedies are otherwise pursued, the parties shall exercise best efforts to resolve disputes through voluntary mediation. Mediator selection and the procedures to be employed in voluntary mediation shall be mutually acceptable to the parties. Costs of voluntary mediation shall be shared equally among the parties participating in the mediation. Section 16. Representative of COUNTY and VENDOR. (a) It is recognized that questions in the day to day conduct of performance pursuant to this Agreement will arise. COUNTY, upon request by VENDOR, shall designate in writing and shall advise VENDOR in writing of one or more COUNTY employees to whom all communications pertaining to the day to day conduct of this Agreement shall be addressed. The designated representative shall have the authority to transmit instructions, receive information and interpret and define COUNTY's policy and decisions pertinent to the work covered by this Agreement. (b) VENDOR shall at all times during the normal work week designate or appoint one or more representatives of VENDOR who are authorized to act on behalf of VENDOR regarding Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14/TLR) Page 13 of 18 all matters involving the conduct of the performance pursuant to this Agreement and shall keep COUNTY continually advised of such designation. Section 17. All.Prior Agreements Superseded. This document incorporates and includes all prior negotiations, correspondence, conversations, agreements or understandings applicable to the matters contained herein and the parties agree that there are not commitments, agreements or understandings concerning the subject matter of this Agreement that are not contained or referred to in this document. Accordingly, it is agreed that no deviation from the terms hereof shall be predicated upon any prior representations or agreements whether oral or written. Section 18. Modifications, Amendments or Alterations. No modification, amendment or alteration in the terms or conditions contained herein shall be effective unless contained in a written document executed with the same formality and of equal dignity herewith. Section 19. Independent Contractor. It is agreed that nothing herein contained is intended or should be construed as in any manner creating or establishing a relationship of co- partners between the parties or as constituting VENDOR, including its officers, employees and agents as an agent, representative or employee of COUNTY for any purpose or in any manner whatsoever. VENDOR is to be and shall remain an independent contractor with respect to all services performed under this Agreement. Section 20. Employee Status. Persons employed by VENDOR in the performance of services and functions pursuant to this Agreement shall have no claim to pension, workers' compensation, unemployment compensation, civil service or other employee rights or privileges granted to COUNTY's officers and employees either by operation of law or by COUNTY. Section 21. Services Not Provided For. No claim for services furnished by VENDOR not specifically provided for herein shall be honored by COUNTY. Information Service Desk and Desk-Side Computer Support Services (RFP-602465-14/TLR) Page 14 of 18 Section 22.Public Records Law. (a) VENDOR acknowledges COUNTY's obligations under Article 1, Section 24, Florida Constitution and Chapter 119, Florida Statues, to release public records to members of the public upon request. VENDOR acknowledges that COUNTY is required to comply with Article 1, Section 24, Florida Constitution and Chapter 119, Florida Statutes, in the handling of the materials created under this Agreement and that said statute controls over the terms of this Agreement. (b) VENDOR specifically acknowledges its obligations to comply with Section 119.471, Florida Statutes,with regard to public records and shall: (1) !seep and maintain public records that ordinarily and necessarily would be required by COUNTY in order to perform the services required under this Agreement; (2) provide the public with access to public records on the same terms and conditions that COUNTY would provide the records and at a cost that does not exceed the cost provided in Chapter 119,Florida Statutes,or as otherwise provided by law; (3) ensure that public records that are exempt or confidential and exempt from public records disclosure requirements are not disclosed,except as authorized by law; and (4) meet all requirements for retaining public records and transfer, at no cost to the COUNTY, all public records in possession of VENDOR upon termination of this Agreement and destroy any duplicate public records that are exempt or confidential and exempt from public records disclosure requirements. All records stored electronically must be provided to COUNTY in a format that is compatible with the information technology system of COUNTY, Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14[MR) Page 15 of IS (c} Failure to comply with this Section shall be deemed a material breach ©f this Agreement, for which COUNTY may terminate this Agreement immediately upon written notice to VENDOR. Section 23. Patents and Royalties. Unless otherwise provided, VENDOR shall be solely responsible for obtaining the right to use any patented or copyrighted materials in the performance of this Agreement. VENDOR, without exception, shall indemnify and save harmless COUNTY and its employees from liability of any nature or kind, including costs and expenses for or on account of any copyrighted, patented or unpatented invention, process or article manufactured or supplied by VENDOR. In the event of any claim against COUNTY of copyright or patent infringement, COUNTY shall promptly provide written notification to VENDOR If such a claim is made, VENDOR shall use its best efforts to promptly purchase for COUNTY any infringing products or services or procure a license at no cost to COUNTY which will allow continued use of the service or product. If none of the alternatives are reasonably available, COUNTY agrees to return the article on request to VENDOR and receive reimbursement,if any, as may be determined by a court of competent jurisdiction. Section 24. Notices. Whenever either party desires to give notice unto the other,it must be given by written notice sent by certified United States mail, return receipt requested addressed to the party for whom it is intended at the place last specified and the place for giving of notice shall remain such until it shall have been changed by written notice in compliance with the provisions of this Section. For the present, the parties designate the following as the respective places for giving of notice,to wit: Information Service Desk and Desk-Side Computer Support Services (RFP-602065-14/TLR) Page 16 of 18 For COUNTY: Seminole County Information Services Department 1101 East First Street Sanford,Florida 32771 For VENDOR: Vitil Solutions,Inc. 1777 Northgate Boulevard,Al Sarasota,Florida 34234 Section 25. Rights At Law Retained. The rights and remedies of COUNTY provided for under this Agreement are in addition to any other rights and remedies provided by law. Section 26. Compliance with Laws and Regulations. In providing all services pursuant to this Agreement, VENDOR shall abide by all statutes, ordinances, rules and regulations pertaining to or regulating the provisions of such services including those now in effect and hereafter adopted. Any violation of said statutes, ordinances, rules or regulations shall constitute a material breach of this Agreement and shall entitle COUNTY to terminate this Agreement immediately upon delivery of written notice of termination to VENDOR. Section 27. Conflict of Interest. (a) VENDOR agrees that it will not engage in any action that would create a conflict of interest in the performance of its obligations pursuant to this Agreement with COUNTY or which would violate or cause others to violate the provisions of Part III, Chapter 112, Florida Statutes, relating to ethics in government. (b) VENDOR hereby certifies that no officer, agent or employee of COUNTY has any material interest(as defined in Section 112.312(15),Florida Statutes, as over 5 %) either directly or indirectly,in the business of VENDOR to be conducted here and that no such person shall have any such interest at any time during the term of this Agreement. Information Service Desk and Desk-Side Computer Support Services (RFP-602065-141r]LR) Page 17 of 18