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1897 Vitil Solutions piggyback 17/18-2311 g To: City Clerk E: Request for Services The item(s) noted below is/are attached and forwarded to your office for the following action(s): Development Order Final Plat (original mylars) Letter of Credit Maintenance Bond Ordinance Performance Bond ❑ City Mayor's Signature ® City Clerk Record Keeping ❑ Safe Keeping ❑ City Attorney's Signature ® City Clerk's Signature Resolution Piggy Back Contract — Vitil Solutions PBA 17/18-23 Once completed, please: ® Return original ❑ Return copy EJ Special Instructions: Please sign both contracts and return one (1) to purchasing. City Clerk's office may keep one (1) copy for their records. Please advise if you have any questions regarding the above. Thank you! From16 T:\Dept_forms\City Clerk Transmittal Memo - 2009.doc 01/oci hir ate r -1877-'+► Contract/Agreement Name Approval: PBA 17/18-23 Vitil Solutions Inc 11u®rc,ing Manager Date V v 4. Financ Director Attorney Date Date -1877— Crrr CoMMissioN MEMORANDUM 17.283.0 OCTOBER 9, 20 f 7 AGENDA TO: Honorable Mayor and Members of the City Commission PREPARED BY: Christopher McDeed, Network Operations Adm' . atol SUBMITTED BY: Norton N. Bonaparte, Jr., City Manager SUBJECT: IT Support Services and Desk Side Supp rt STRATEGIC PRIORITIEs: ❑ Unify Downtown & the Waterfront ❑ Promote the City's Distinct Culture ❑ Update Regulatory Framework ❑ Redevelop and Revitalize Disadvantaged Communities WS RM Item No. (-D Approval of payment in the amount of $282,000 to Vitil Solutions for Computer Desk Side Support Services for Fiscal Year 2018 is requested. FiscALISTAFFING STATEMENT: Funds designated for this expenditure are available in the FY 2018 budget. Costs were pulled from the piggy back contract for IT Support Services provided by Vitil Solutions in response to County RFP -602065. BACKGROUND: Each year the City must establish a purchase action to fund and continue technology support contracts. Vitil Solutions is the City's adopted Desk Side Support Services contractor from the approval in 2017 of the piggy back contract, based on responses to Seminole County's RFP -602065. This is a continuation of that contract. LEGAL REVIEW: No legal review requested of the City Attorney. RECOMMENDATION: It is staff's recommendation that the City Commission approve the expenditure of $282,000 to Vitil Solutions for Desk Side Support Services. SUGGESTED MOTION: "I move to approve payment in the amount of $282,000 to Vitil Solutions for Desk Side Support services," Vitil Solutions Inc. Piggyback Contract (PBA -17118-23) The City of Sanford ("City") enters this "Piggyback" Contract Vitil Solutions Inc., a Florida corporation (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, and amended, a contract with Seminole County, Florida, said contract being identified as relating to "RFP -602065" and further relating to "Information Service Desk And Desk -Side Computer Support Services" (said original contract being referred to as the "original government contract") and having been amended and extended by Seminole County. 2. The original government contract documents, as amended, are 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: a) Time Period ("Term") of this Contract: (state N/A if this is not applicable). N/A. b) Insurance Requirements of this Contract: (state N/A if this is not applicable). N/A. 1 c) ... Any other provisions of the original government contract that will be modified: (state N/A if this is not applicable). N/A. d) 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 IT Director c/o Marisol Ordonez, Purchasing Manager, Finance -Purchasing Division, City of Sanford, 300 North Park Avenue; Sanford, Florida 32771, telephone number (407) 688-5020 and whose e- mail address is marisol.ordonez@sanfordfl.gov. e) 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 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. f) 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. Pa Attest: /4�� Kathy S ers Vice President/Treasurer Attest. (�� e.* Cynthig Porter, City Clerk Approved as to form and legal sufficiency. am L. Colbert City Al am Vitil Solutions Inc. By: Irl — Dale R. Ott President/Secretary Date: Q- -- // - / 7 City Of Sanford By: Jeff Trip Date: 4 R Exhibit "A" [Attach original government contract] PURCHASING AND CONTRACTS DIVISION September 13, 2017 Vitil Solutions, Inc. 1777 Northgate Blvd, Al Sarasota, FL 34234 OFOL #6 og �d CRORDA'SCDL MY RAL CHOICE Re: Renewal #1: Information Service Desk & Desk -Side Computer Support Services (RFP-602065-14/TLR) To Whom It May Concern: In accordance with the terms and conditions of subject agreement, the agreement is extended for an additional one (1) year period. The County has evaluated your performance during the past year and determined to extend the agreement for an additional year effective: October 1, 2017 through September 30, 2018. Authorization for performance of services by the Contractor under this agreement shall be in the form of written Release Orders issued and executed by the County on an as -needed basis based on the terms and conditions of the agreement. Appropriate County Departments and Divisions will be notified of this renewal. If you have any questions or need further assistance, please contact our office. Sincerely, Michael Guild Procurement Technician cc: Jon Sellers, Chief Information Officer Lori Kennedy, County Attorney's Office Mary Myers, County Comptroller's Office File 1301 East Second Street Sanford FL 32771 Telephone (407) 665-7116 Fax (407) 665-7956 www.seminolecountyfl.govlpurchasing 1.7rl"711W rad k4TX`,7f'iT _8K2KT110E_DESKANTJf' DESK -SIDE COMPUTER SUPPORT SERVICES AGREEMENT (RFP-602065-14/TLR) THIS FUTH AMENDMENT is made and entered into this �.5_ day of do, 20 /7 and is to that certain Agreement made and entered into on the 101 day of September, 2014, as amended on February 18, 2015, June 9, 2015, January 13, 2016, and on September 8, 2016, between VITEL SOLUTIONS, INC., whose address is 1777 Northgate Boulevard, Al, Sarasota, Florida 34234, hereinafter referred to as "VENDOR", and SE OLE 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". mau�� 11411 X'IM M0 REAS, VENDOR and COUNTY entered into the above referenced Agreement qLi September 10, 2014, as amended on February 18, 2015, June 9, 2015, January 13, 2016, and on Ceptember 8, 2016, for VENDOR to provide infon'nation service desk and desk -side computer X 101 1 .- G I 4 a r 410471 M ,T-HEREAS, the parties desire to amend the Agreement so as to amend'the Statement of �1 and to enable both varties to confinxto-vv - VVIIEREAS. Section 18 of ete -A, ft, I NOW, THEREFORE, in consideration of the mutual understandings and agreemenj 1. Exhibit A, Statement of Work, is hereby deleted and the replaced by the new Exhibit 2. Except as herein modified, all terms and conditions of the Agreement shall remain im full force and effect for the term of the Agreement as originally set forth in said Agreement. _Lkf1P1tD COPY -GRANT MAWY,ii4j CLERK OF THE CIRCUIT COURT Fifth Amendment to RFP-602065-14/TLR AND C PTROLLER Page I of 2 SEMI py LINTY, FLORIDA 4 ....9 -1yiU01 !a4&W,V —1 DEPUTY CLERK 2��• 11111 111 IpIIIIIIIIg�IIplpI 1 5K IN! i 11 1 Scactary M Ml: y-1114YUkur"MMIM-a'' , , � , F, f#'. Attachment: Exhibit A Statement of Work By: DALE OTT, President Fifth Ayncndirunt to RI -P-602)(165- I 4/TLR Page 2 of 2 OWITIL Memorandum S01 UTIONS Subject Spare Computers / Monitors for the EGC: A Proposal for Stocking New Units TO Jon Sellers, CIO From Dale Ott Date March 23, 2017 The EOC need is to have a designated number of fully functional spare computers and / or monitors readily available. However it is fiscally difficult to rationalize stocking new computers and monitors which have the possibility of never being used. The EOC currently has some used computers of which they would like to have stored as spares. Their goal is to have these ready for use during an EOC activation. However, we have found stored computers to require long lead times for their preparation as they are behind in many updates are can be missing current application content. Further, as computers age, they do become obsolete after their 41' year, hardware defect and even earlier if there are higher hardware demands from new software. Therefore at a minimum, any stored computer should have an expiration date marked on them to avoid the incorrect perception the computer would be usable. Independently of the EOC requirement, Vitil provide standard PC refreshes *under the HaaS program (computers that Vitil owns and rents to the County) and may keep a small buffer stock of notebooks, desktops and monitors. This Vitil designated bUffer stock is replenished by Vitil as needed. Also, the EOC uses this same standard IS computer configuration. 1�11 �!S_ I I M Vitil can set our refresh buffer stock to any number of units the EOC deems necessary. By Vitil holding a designated stocking level, the EOC will have access to either the temporary use of these units (ex EOC activation or drill) or request them as normal installs (additions to their existing units). Upon an EOC request for the units, Vitil has the capacity to install up to 10 computers and monitors within 8 business hours. To provide an EOC stocking level, the annual price is $120 per computer (desktop or notebook) and $15 per monitor. If we start in mid -year, we will prorate accordingly. Page I of 9 UE rri war2F as „u,Y s{t S,.:s, , c id.,. 31U.6 T (M 135- r.a 0 F yrs Subject Proposal for VIM to resell HPI products to Seminolecounty fo Laura Reamer From Ott e �- ,v _ r. computer equipment when needed, and in lieu of Vitil"s hardware as a service (HaaS), Vitil Solutions proposes the following: Footnote: ,_S -i; ack-4wws , choice requires. In the past, the RFP for this hardware are wlimited to a preset list of configuration€l' t }r'GGused a10. discount. t page , of 1 Amendment #4 Reamer, Laura From: Dale Ott <DaJe.Ott@k,1'I1L..00M> Sent: Tuesday, August 30, 2016 11:51 AM To- Reamer, Laura Subject: Vitil ID tag definitions Hi Laura: We have a few tag types, so I wanted to provide sora thin to refer to if you need it: F-Ta—a --j—PUM ..72,:FE�y_ —Tag—'— Assigned/Tagged �y intended se ser Prefix V Vitii VitH Intended to be used by Vittil Staff (a couple were installed to -meet an ISrequirement) Vitil V11til Haas Program Equipment Se m, Ctyitil ntM Tracking of customer or non -billable equipment that is below Capital Assets threshold or not otherwise tagged, —5—ernCty inventory Tracking of customer equipment thaits purchased— using grant or other special funds. Equipment is excluded from Hap -S Program and standard IS Refresh processes as they a re not Funded for these programs. or gre serncty I Serricty t7c"stomer purchased equipment 5,1000 eater in value. 1 -hanks, Dale Dale Ott I President 1 Vit -ii Solutions 17" Northgate Blvd, Sarasota., FL 34234 941-351-7600 x202 office 94.1-847-088-17 fax vT,,-vw.vitH.corn Amendment #4 @�Rmmm= RIAU GE MEMAL INFORPOIATION - SCOPE OF SERVICE 8- LOINWE 3'erninale co-Unty is reequesting proposahs from quaUed vwWWS tO Pr',,Vidt,:&WN'jCe Des!,' and Desk Side Computer r„tjppowt ��;qrvices for, the !nforrmation Servicas Depprt.rye nt, The ssuccessfjjl Ven -dor il, provh -,- infiorn-isition, Technology Leader hip for -'-' rvice Desk,, incident, P-nciblm� ConAgmatian and h1cloct Management semIce, In addidon, the vendor %YHI provide on -Ate field' tupport amid lagistical resources fpr approAffnatsly 1,200 Seminoie Cnunry Employees and stipporfed agan,rdes that compdse approxirriately 1,5500 end user devlc,,,-�s nat are c;eAcejjt_eHmC,, tr"'roughor"t Seminfale County. Thm sen4ces mmsit, be amomp,11shed as an ernbedded teann, ( Burin ass Collaborator) %Mthin the�rnfarrnaU,',in Serviaes Depar-u-noant thai '-Per) PP,-PoPristely and prnfesMonaHy represent" thie lnforrolation service's ',par-b"'nent to the emplovees of Seminole County and all localgovernmentagranclas artrntgijcjP-Hfles� Senlil"Ole County Info rr,'14tion, SerAces Leadership desires Im create a collaborat;ve envirormlent vqtl�jr-i Seminole Counry whereby other local gmemmems and rnunici,'DaNUOS may �participate in a Shared Services Model. it is critical that the vendor provide a techindcallyqualified and, 'Noll Maonaged stiffwhith ed by a senior femel inidividiu2i who mil s, rwe 8s a cantrar-ted part of thnfbrrriaiicon SenAices Pwianagernant teaw 10 ISET112RAL INFORMA11ON 21 StAft, are and Dati a, Vendor shall provide a Codomer Relationship Management 'CRN41 Asset and lvkfork I W Management systern Insvpprnt of -Lhe SeiMc-, Desk and 'Fechnical Servic,.,s filtictioels T Ifie CRNA' applicam"on and, Wodk Marmgernen, systam will be ijtfljzeidl by tioiga enit'r � e COLM,N,,' infe,.'rinadon Services DesparLrnent 2nd imust crorrForm to ITIL V3 Qxnpiia�rgce Standards, H, Vendor will be required to -train and edtmate Ce.,writy 1,.n'fcrrn3t'k!o Depar-u-nern staff an the. feat'dres, functionality, and se, vice processes applimble to Couroqtaf,< M. The CRM applicabion %,'Afl Provide- at Miff',; M WDI ti-� ac-010%vin>z functionality: Seivice Request lnJdairit 1h./lanagement, Change PV]amagernent, _50L tracxln,'y, andl, reparfln,&, Seg Service Portai� KnovAlledge Managament Poset S f -z- �i e,, -, 0 , %% , C, L C IS, C' ��Vlaragernent, and fi-dl access for reparung ushg SQL RapoM, Servicias or sift-njj@,,report w iti n ng capabfffties b, Regardles�-' or' drm systern used in suppur-t at u,�s service Eesk and Ted-mical Sewices, Functions, acczsc to aH knowledge and data creat d, discavernd, docLanented, and psrfiowrnance m tz s s cant.;.--dned therein NO be accessible to diesigneat ed Count,,, staff c, Upon contract. expirationj or terrninaion the Vendar shall export all knoMedge and clate cre,,74ed, discovered -ad ir ut of Sernincife C—ount-j, Tht� exrxort shair jx- ,, documented and u5 � sUPPO in z common Ma tornnial" and -notPMPHL�t-Mi tO tr)� FPPlication, The '%(endor will i con-Tdination and c0ifaboratlion w"th tit Y' Seminole Ceurd�e id" fa Servics Depairtme,-tt heir, in the prrwess of exporting wnd� jmpwting the dalta m the 1;v,1-'n-,"thi5 rhmse Is required. Amendment #4 IMII�1111101 2.2 infornwition'Technologinfrastrucibure Ubrary 11TH-) a. The Vendor mat be knowbdgwable of and support W M v3 seNbe !wppon y6ceygg as diretted by Semiro4e S. ou,-gty Infumnation Senjjces. These Jndude, Nut ;are not lifniter,' tm, c�jar, 'go Incideinit, Rreleaso, and Problern naget-nient, Mt. v"" ";eWrUfJ",ZV0n ir retro red for vendor ;n a nagamwo AME 5 'n� 'orrnga'doin o'n ITIL is wv�aildib)e,--A thsj�pfllowjq a hUj#wwwAIuMdaWWxomAamq%mwnp a. The res adz nsiblefcwdevefopingg,. nnantzflin,,Isig, and updating a Se k? Cz4t2jf,-F f Co� 0 -Anty deparlunents winuady. The devubpmeM of the SeRrice aitalog retpAres extrlr,',jr�g the unk couNs and pridIng frorwliva5iouF dat.- source,!;F0 appraval is required beffore releasing these docufnents., —4 Project Managanne,"t a, Vendor -is respmrisilble for Prqje� M-anaggemer"t in re-guds It bot -3 tes', ro-Houts, ,APOIcations,appNication updges and nou paripherai kinplamentations as they relata to PCW 10 TECHIM("XOGY SIERVICE DESK (TSD) 3.1 Automated Call Distribiudon, (ACM �-�stem a'Ine I/endar must prov;de ian Automated' Call Mstribution (ACD) systern twhich Is capnble of on demand repon5g, A combinaW cA r po—ts, CF'Vsta4 (other) reporting methuds may be �used, but report me-abods, caiculafions and source codes niust be rnailab de avale to hnformation &-aMcrn, b,� The Vendor must. be W to Wegrate with 5- mincle Counties curpent 311 .z. ;µe" 3 2 'S er kA ce D, e s k a The SO is the flrst polint ro-," contoct 'for aN technalojgli reqUOSts, 04-ftages, qnsesflons, new saryles, Mow -ups and CaunW inbrmabion Beni es nrAffications and County Ey-no imus t be awe ta Me a 4sWMIP OpUtmn as Viet! as call or enlao! the Vendor 'rec'a' nir,al Service Desk, 1% senAce ticket is nreated fnv each county Cul5t'unna"r e'vent ii. Mu renues-t, chan, ge c-, incident), I-, Ticket. T ypes 1. ITIL0 cornpAlancedMingtAshes ticket typesas: A Sey-Ace Request A Uiange RequeTt An Incident 11. All incanning reques Rart as service requests. it r�equest req�;qtes nnoving or reconfiguAng a device, 10 Wmhend as chi request. if the reques-I is "'`to rtepair an outage of expected serviceS, it is an hiddent. Amendment 04 9�KMRMM c, Incident �..,Aianagernerrt (mn.) L The Vendor will create and docur-riert the irzfdentpruce'%S based upon M best pracbeen Upor County Information SerWas approval, the Vendor will consistenfly p ide lnc.ident Management workflrw-,,for aH 5ervic-e requests, incidents and change row mqnsw submANd to the Sone vsk cL Change and Relesse N/lanag"ament fllff-,,L) i. The Vender staff .Al! par-,Hpaze In COLMb.' "Sk;u-lficx�s Change and" e,7 ReIT. ��se Nianagernent meat-inggs to pr -+ qrjaflt�v Fssurance, i:,e�chrflcal support f,, PC, r0ated iterre s and aH eProblem Managerment ftTQ L An HK pmbkm is dedared Mnn an mm,@,xpacked outegecri�,,atei nurnermis incidents for the same issue (see global issues in the TSD sect,,on). Real t."me comimunications firern, the Vendor Tecfinatogy Serer ce Desk to Courity Inicrm-atfon Ser,vices cd the Cotmtv custorner base are requiree.11, 11. For all decl2red prablerns, the Ven con.r and enter Root Catuse Analysis (RCA) limns into a databas, Wis date, along with Incident repoks W be amflyzed to areas that should be evaluated for chronic, issuea,causee: and: effect, anallysis and cost justifications to aftinate the rcwut cause of the signific-antissid's fourd M. The Vendor will pastc1pate in any County Dep artraverited discussions x3nd help f-%Fticulate the irnpact ;of the problem events to defi'na a 5oludon, Customer Sai'lisfaction L Wth each sewte eveni the VaMor wo imue r, tj"'k" _et rj ems 'ji tha�' includ"I's a ,vu-jey Mk, Thie Vendor vAM pmulde a monthly satisfiaction sumy reput to the CIO 1"or vrmlysis, Custar-ner sa'i�.favdon issues rani anse wnd the Vendor iu; responsible to initiate mesKing and determine the rco" causeThe %n r' can either rb^soIve, the mai,:ter c,,,, bring in he appmropri-atre comnty infornmation Servi-ces staff to devn�op P re-,jojut,,orj, g' Ham of openathn —31 a Sugar: mt 7-- Stan�dwd 5:0-0pm f%1on-Fri 1�7:00-am - Exch, *&,h-ole'emys and HIC i Ernail requests may be i activotions L Aftm CA k rowed to a vokernaill Avalhiblef remergency NF and re -wired to the cm -call Outages OM"y 24 X 7 (-'cwerage L A Vendor Tenhnicafl Service Desk Technician and their h:ackups rnust be available 24 how; per day ? days per seek to recelve after hours requests. These a re for inisslon critival functions whereby ralls C-,--,n.nvct be rMssed or delayed. 1L A ee-hd4y N -t is rnanar ged and publWhkad :'Sr the Vendor TCChnicaf Se"Alce Desk, that shov.js who is covering ewh Umumn w4hin County infornnation Srzi-jices, their corvact lnforrn,Adfun and VhOr backurp- AmeMmeM *4 R The onnmH Andor TechnIcA, Desk f-En)) staff wIll take all after hourls ca.118, create the tidket in, the CWA pvstem, -ZCSoe"�Ie taae i5stle thprij,.1 - con Ct thf� ve-S appropnate on-cail resource, The TO Techinddan nnust ensure the situation is rps�olved by comirminicating with the custonner and th�assigne�-; rescen-ce. 0, A Ntamoh Certified De,.iktap Support, Technician (PWC)' F; must be available durir, A Was tc, suppor (n sjt�-- F, if recessaryl 7pd resolve ermergene., j and high priorl-, raque:fts, Response and resoWblar, turies are Nd ed behm L Service- Levais L The TSD must 'rnect or exrend the 'Vinvoing sarvice iralve.,s, 'm -e ,%,Aendlor quied to gathr, tacRand e-xquarte0ymetAs that demomme Me ANEWng: i, Prloriftv Definiflom, iEa�,h incident tir-ket 1s assfg-ned a priarity vmu.,�. pr�uvldes the fmilawing response tund resoRkions corn nm ibment. Ev8n,? knovvm requiest type is dle-fimet a anod' documented In the caH nmUng rnalk, Amendment #4 ur cfnergency sewre evems or ouwge, the MD VAH eMkr the GO and' imi-nediately call the designated support 'persoin, In the rare case that the desiguated pf.,.,rson ,u ;?t be raa--hed, the "T"M W10 c0riitact theiv nianagenr.,,ent. k, infix-rnationSer4ires rscalations L Prisority events, require the TSD contact, the Enghleer or 7 amiciati c -, of , he q i j:a assignied, to viddress the Issue, d they A -re, maz readiliy' alvaflahk.,, the servirce Desk ootbound call is escaWted to their Manager, U. Orounty lnfharmatlkon SuOms will provide the Ve-ndar an escaiatklr't M,,,,,trix tha,: Mil be makdWned and updated Painnthni v 'by Gount,,y staff. L County Employee Esfxilmlons L COUntly ennploveea (Lustorriers) Mey e'�r-nil'I t -A a, tic'�"et if tNej" have ag'jc'ut its Wely Con-,plation or are dissaUsfied wRh their ser0ces to dAL, on tlhc� ticket The customer Can czU in or emaH in We estnflntion to, th-, service da sk� Tlhi. Vi?ndfor mu,q;t Icralk up the ticket, evaluate, ff the, sftuatdani is nut of cornp�,`z,-,ce and �,vork with Uha -ustorrer to ad'deve an, accepb,,, b fe outconne, to Ghbal NMMS L Men as MgMant cwtage tn ewennt aczuns that can, fimp act rnany us-ers, al,r suL-�equent I jis 51 a custorner events niust he connected 5"y=g'oba'r in t"x. CPM 5xf`ster)' Ir tU-t �jo n No reqWres a selectIon ol" actions v,.dth regard to rnanagernent Ci-4strornpr notification ethodsandt.,fc--rdorTSDsi,,lf untlithe issue it resolved, N. Depending on the degree of the outage, the TSD plhone greeting may also be Changed to provide status and re, insymat,on, Wen applicable and posts an emyl nodficaVon may Ahso be,%-nt to those potenitially 1 rnpacted by the -A.Itage'. iii, )Pjien rtal issue is resolved, Courity hnf(,%,rmafix-, Services is nRquired to cornplete -, a gglot Q -n infte'rna� RCA report, in, coordinn-tion evith the Vendor TecNnicJa 4",-ervjc,Staft," ti'lat de flnes wtvit caused the problern, quantiffies thq Outag and provides 2" eco- -. T-Imendafions AV "fit king Ne pmbloirn fii the future (see Problein Nianageirrms), Amendment #4 NMRMM�Hmws A ' ,T6 iNICUSERMES -G SCH D 4_1 Microsoft Certified DeskIOPSUpport fechnicians a. Vendor is required tci conduct alt Vcan&ws z,:x, nse pe � 1 Ck "round, on an any"d to sm sinnhow cmunl;:y account., The lArdat- N7, reqguired to prvic, a t iop, cs C Uh,e badkgrciund ched<s to tihr, GvkuntyThe Cvunv/ re,�erwas the right of refusal on, arjy Vendor evnp�oyee, Yhe3i a gCandfkart. n-,-, anal r q.red. Field, Techniciam - Mrasoft C-Ortifiza' De��ktoip support '.Cei:hnician �AACDST) iNjUnimurr, Windoyvs 7. YAH be reMed' to obvain naxt `JS ievel witinin one (1) yeupdated examination relleasa, NMI PwAard, (HP) Autho,,�,Jzed Selvice Providler Warranty Repair Com pT A A+ CarnpTIA Netwonkfng g+ ApplicaNe NIMS training fc?r any staff that Mill activate with the Evjjergency Operamons C-ainter (EOC) Hodda Department of Lavte Enforcement's Criminal' Justice Informatior, Sefiqces 'CRSI certification Vendor will be requireal to condudt fat Vendors expense) *wndor Employee traMing courses for Sexual Harassrnent, Dslvemit,,i and CLMfMner Service Techniques, Se -vice Desk Technids.ns Vendor wifl prgv'j,,je o, inilinnum of aide 4teL-0 that is Micros -oft syst-tern Center Con"fligoration Manager (SCCM) ceftarfecl and cornpetent in packagfng and deploylng appiwavon packagez Vendor will also =mnnift to having a nifnirinum of one staff fully xOwnpete"'ItWith Microsoft AppA/ vilthin is ve, r "f tnn!Tact stat date. Ivrendor Must Possess zrid, retalm a ARCMSOR Pai;lvrier sltnlbjs fo,r I.Na V�rm of U -ie contract. 4.2 Surppcqtted PC/ E-nd p-oiret� C rffli g,,j,,atior, aThe,, Ncry on 5tandard Cuunlq� PCicanfigurcition hscj�jdes Microsoft N a", - r , Off ice, Nflero-soft Fogdfre. nt Endponft Prut.:Cldon., and multipie, ppplications tj.-sat ,,y,F t:erdfikad to vvark On the CourO, 's !4,andard IM b, The venelor will stupport, the applicatiow that are instyled zmd are -2, inciuded with,,n the (_'Ounty PC standard. c. The vend-lor will support Apple, AndlroW and VF'-,9dot,%,s basedawbile dajrjces (tablets', Cell ipfhones ), ? Tba Vendor id, support Library end point devicas dmt am Whad by Cmiz"s fo,. reservin�, books, paying fines, etc, 1Ke, rurfcn't applilcation #s Ensvisionvvpre hovqevc-.'r, t,ie Vendor MH be required -11 to co�.,,rdina:e'with Information Servlce8 and 5err�jr�aJe c`, `linty Library Sen!lceB during Vie caurse of Ous cenn,ad to finel a suita.ble replacprrient if deerned, necess�jry a. It is the Purpose of this SCOPOI t(I enswe be enWe end useer is expenled to be supported as part Of'th,,-Se ServiCe.s.,, The end usier er;O _,nrni nt vjYflj jyjcictrjc� , z,� AawMamM A 1MRMMMVR�MM peripher;afs that rnay be WaQed to the end Point daviceThese are typiral !T peripher.-Is, scanqa`(, busirgess card rearlers, ,at(, 4.3 Inventory a, The Onder is the cs,;todian for campubsn5 anid mnriif-ors, depky-„efj thro,ugl-taut dhu, countV and Is respemsibia for rnainluflning courit�y' Inforr-m, Uawi &�-jvjcc-i de-,finerd conbrois "For teco rdi ng, tracking and recondliatigurT of PQ. amn,” -,01bit A Provides c r,m.s 4 3 si 1stingi of current ,,ouinty Ioc�atj C,?, �nclus�ve duatc, bu�siness neads. s, This ist may not be 0 lb, The caurdby'-'s ('asnatal Amets Management &�partrrient conidtxts audits sach� Wal year. From the aart OWW� Of the contrast, the klendoir, vvill phys�cafly huc,te e 11 pC, phones, rnonik.ors, legmy psAwl and peripherals and provide a report to the CIO v,,fil ih i -,,ys showing Nocated, and non -located iterni. In adWor; the %Andar Ml! in 45 de bm-; required to accurnpany Ube PurMsing and Prcnvrement THxed Assets rg a., yearly audits ;--4 aR 147rmation SePilres Fixed Assets, audit/Inventopy, 4,4 Annuai Refresh, and Dep,,bym arts F a. Countv Information servVes VAI purchase 4-,,,,g+ PVs anid tablet's saCh k,�n',Zr and hip them to the Vendor's staging facility, The Vendcr wiff provide packing- hI's to Oujt S'. C. - y is Asset Management and coordinatpplong the asset tags 6yj County 1S Ayset i" anagen b, The V� niido r M., 11 ire res ports I b le -for coo rd inati ng the ref res, h progrz, n . Th is ovl 11 i nclu-sir as fl in-laging, applirn'A"In hnstaRations, and physical installation at th:-,,, ciienes, sit(wi, The County is currendy wNeshog appoxhately 1DT125 PVs/Laptop� eadh quarter. 15 Staging Facilfty a, The Vendorrnwet prowide a sacured, dedicated storage, and wwk' -3—Yea to stagce and image A PCV, (W agithin 45 days of corqraknc signin&I 1. This will n6t be a Caunvy-OMI,-�J- hcflity or IvVorfr area. Vendor is required, to rnialntzin County assets (,,e'�,jorkstlgbkans, laptops, etc,) In llk.. condition w!hen under VPndo.'s custady, HOW indudes storing assets (il a seciume and dinnate _d'4kr i,riife'd faclllby,, HL The facifity may not be, locatec! in a Hoed zone fa,"'lle"y rnwst be S. i„ Mhin 3. 20 rnile, radius of 11(ji E. SanfoF-�, Plorid, Si. The 6rnate c',ontrol must be air conditioned and, have a maximurn internal temperature of no more than 76 degrees dunng norrial busiiness hours. k? The County reserves the AM to Mseed and retains a right of refus;� f t ,i he Vendors facillty, Should the vendo., have the avaiiabler prio,- t,�s �>,ntrac, award, Ccgaipy inforination Wwrins staff WN cc`iiia uct h- site V'islt Oflnhw-,, fwilltv. Is, Vendor fadilt'je5 used to receive, store, configure, replir, :tage of' dispisse f Count -y asset s EhsN be accessible to County staff during non -nal business hours or !rnrnefj;stz-�,jy upon the decLaration Of �,n cmargenoy by the County �4rla? rgen- , t �s CY Opera ior Ohief Disposal uf current Coumtjr prOP(--rtY ralst(-Omr'!Y With COUnt-Y SUMIUS Procedures - c. Vendor shall maintafy, adeqUate PFOPerw iti insurance to, lrufly.-,,w the full regi ace.,Y)entvaNe ofasiets in k,; custody, Amendment #4 RNMEEM1=23 4Ei PCC!rnage Management Pa. The Vendorwill! create anti Man2ge PC Images via a/jjcrosoft System -en C t ar COnfiguratiOn Manager (SMAY The Vendor cast be certiNd and knowbrigeable "vith I'Microso-ft, SCCIMAdl !rnmzes and tasks are to be ;qpproved by County r. Services sus tern , din-drilstraturs prior to being "aleased" to the pnrf'sduction envRonment. 4,7 Micro�soft Updatas/patcn ' �7adn r3oh the Vrendor wifl ip,�'flrro-sft ""atu", raleases and coordil.,nnte (-'ounty hnforrnatk-,rj Sewmes tr, E,L :-pprovaul prkyr to Vendo, zon b, The Vendiar will he reVmMe for peaducing a quarterly pt e ort C :m p, , dpmanstratr� the P'ercent of not in patch compifarice, and a rernedliathbfi plan to bring tho systems inio r.Arra js!!ar,- , c. The Andar wM be required to meet toe following patch rnetrjcs L Within 1-80 days of contraa stairt 95% cir greater of all PCrs meet ps,4cij Compliance, 11. WON 355 day, of cantrart start 98% or greater of all P -Cs meet patch COMPHame. HL By and of Mam I orfyea,, � of t;,-jc- contract, 99% or gmater of all P -C's must meet or e-mceed patch compliarice, ivShould �',,erninole County clurren tiy exceed any of jfhes,�, the Vendor vAl be reequlmd to m2intain current cornpHance rates, a. The Vendor will Pro -vide two (2) MOST? dudngECC WCtivtns, Th'C ciouehe a0vated severa4 dais prloto sun event and could be activated for several days during and after an event, Trainirg and preparation is require -d for the a ipp, o of Eoe, activatinns, V'erldor rnust ensure the two Eoc staff are in fuH coynpiianCe and tre-Alned in 14'-jr-'Lance vvith the FEMA NWAS certi-fication, Vendbr must biP for E's C' activations at @ standard hmnly rata vjNch i4 to oe specifled 1,n the resP0,15e and should not be in the s-tanda rd cantract rate. d 4,9 R)a`d Of C01-fl-Ity' CommNsion Peleetings and Worik Sesslont,� a the Vendor rnurt prov�dfn onsite support for al! Boaard of Countv, Cor m -q sion hAleatings and veork sessicms, Thfz--9 Mlee&Ts am heW on avemoe twve 1no&idy at 1101 E I" St Sanford Flurida, The ori' te: CDS WIP be required to support g;jn ass, , staff and citizens wvith cormanctivRY ard IP'Her Polnt support as the neetj Tha, Vi-.ndor must co"Ord'inate wh"I serninole County Governnnent Television (SGT a) 5,ta�,',f fo�- ifl Boaro' meeflngs and lojork'sessions, 4.10 Printers, Plotters, 'Scanners aind Fax Devices a, The Vendorwill be required to support these types ff dsvi�-es jil, I ite� t- the rtup f t the de"'tice, installatit"m of dMers and insurinA local ernetviorkconnectivfty, Tr0ub'1eSN,mtingdevfce, !S$Ues Will be Provided inn tiali,; bythe service desOr an., onsite or dispatched tec'nni-cian before escakton to is thyd party vender. (Current third part,,-! vendor isCr,pyltror,,.#'s'i Device selection, pro"u'rernennt, repair and, nce AMMmeM *4 NNRMM�211 coordination (i,-jcius4jj-�g Supplies' is the ne�sponsffiility of the inforrnstion Services Docupment hownagera` ent team. rhe exceptlon to this Are leE'aCy oivvnec�l printers that are Currently owned by the Cot,�nty. in these csises, bassc trubjeejj00tl�jg , v,jjj �Ippjy ho,�-,vever, ths. cn te�g-y' i�s ftc, reure Sags legacy deAces in place of the Copy7ronlcs MOflfunctsicm "De'vices- 5X MANAGEMENT SER WEIN 5,11 Vend, r Leadershdril hAnnsopmani a, Tjie Ven"c'lr W MY& One senWr iDvef :-,,,;rcmunt �.,Yianiagar that viii,.11 gtj-�erjj a �,-jae, "WrolatiOn Kr OM DePaWent Nianagers rnee,,k,,F- Thils, meeting J:' P (excludin,g hc�jldays� at 9:30 arn, The purpc�,-,, of ti -,e rpiefg, Y, jog is to Deparvnent AAana- Rems, revievu SLA's, e-srafated Wonk ordara, review pertarn iance, provi(je, nnmioF project updates, and 'fixtiss areas of opport'unity lFc,"Wr IM prove ment. b. The kfendorls sef-jiv,- level gnariager will be responsible and expected opeset t Technical Service Desk and End User Cornpit,i!,4 environrpue-int in these meejIngs, 11 hz c, The Vendor .4s to f7teet the folLkniving roln=Uffl stPiffing levels. T;he rnlrzimum !eve,' rrmy not bee su?.-Ticlentto naet SDVs i, Technical Service Desk — Three (3) H, Terhnical SES;PMt RON (NACIDS',f) pie f3) 6J. The Vendor will cornmit to off --£-Eng ar*id conducting an hAPNiew for any current Seminole County, Help Desk or PC Technician staff that ,,pjsh to apply. o, Thee Vendor is to svmgy cOnsWer pr(viding Pn employrnent tc, arly currant Seerninale CovAy WR tht no belnqg, dlspiamd by t1lis agr ement, I,n _e ,jp rj , da? - Must provide in tvriNting any eniployment lefters of Intent to the co faLj�t�eo (14", business days prior t-�-� the Seminale Cou�j,%y �-�rnp�,'�Ye� I , a b*91,"MY19 eMiNOW-rient with the f, A progressj"- ffina�7,cjai penahty W1 be, irnpas-,cl should the Vendor not nueej-. any SLA requirements, The pena hq-,� v, H! he tiered in the foPowring ma"riner: a. 1" Offense -- Face to fare rnee-ding or,"Ite vvit"In saminole County Linhorrnaaia"'I Seryces Jea3''4&;%'`_". xm, A curedwe PIWI 0, action will -be &�Jelopad an, a root cause anolylFis perior.-neui to u'ndercstand why the SLA is not in capapHance, Ex 2'W msa- --- FFr;�-, to «3 .s n'xeeting onslte '4'vith Seerribnol"', Cou"Ib's InKmatiCtrl Servkx-'.�!s knairl"arship, team, A 5% redur;tjoa in Me monthly CMAW roe will be, impo;sed on the �next nnonthly nrwcdce� The rediucflf-41,, yjill remain in sff , e L un ' Ul the Vendor himenstmtes ccoy-pli-amce, vilth the SLAVS. C C- 3"' offenFace to face rota -eling m&,gth CcurltY CIO and Coumy Mana,vers fj'flflk-eA 110% reduction in the Monthly contract rate will Imposed an une, next monthly irivolce. The Vendor wili have 30 to obtain cornpHanca Should the Vendornot rnc�et COMPI-faThce Within, 30 days an Momak nake of -jon-coa? qpflarxe With the wntract %,vilibe-, r diva tc; the Vendor thorn Wt Me Chunt, will be cancelling ti',itj cant-,'c't m , for causte, The Vendar vAN have 45 ch,"Y's to start tran-Ationing knoMedge and d an',a back to the Cc u nty d , � Pei�,4ft&s WM the Wmt 90 dys An corrtrauft execution, SLA be mWANd On an ong&ng bainThenhue py, (pn... Amendment 94 M wfli not be rennoved clunsidera-dar, Ffinanclah! penalth-;F x n,,,t ; f the cou'rifles, right tc", tfei-rinert e under Ovs cantract, teri-yllnation iarqt.�,age, 6.0 R-falve C��,,,Callomlal SanWoek Offering 6-1 Desktop As A' Servia-, 5cope,, Sprnhlole c--oun'Ity rnay re -es the ielected, Vandor a a AMY dges to an ,,)�,vdomvzo ;--r-d,',','-C)n amslt for One full Of vird'°.Alare Into t,§,; c n "a The eMedahn W he W, the Vendor to provide a County staw',d HP y ard a t CmmtY cust , ere that wouid Oclude the SH cost of SUPP,orterl fi.:vioe. Thra tmms md owWRorm of n a,,rec- -3 g 'be negoti.4ted at Ume of the County requent, AmeAmmMA Amendment #4 Amendment #4 t'n Amendment #4 Exhibit "All D i U T f 0 py- no Mae man 'J"r, son P&M, v gu,o N The MMO, CMU SQUI 5200 link W in OWN 7he 1W of thm WSM QW, LO moads, Smerkg SIM3 Cal pr month its 71 W" -0, six sam he g5mnea""'! J*d Q -g �;,ol& !U, tau hNIVIVII too nQ Imn CON all *Men an IMF d"AT rm-, IZ,61" -y,, ,ff'rict, I y the indo"n', too Ske hangs U�� MOM 1 Sh is shown in ne kv 7 paph Amendment #4 Exhibit "A" Amendment 42 W — NIU A 'ATV ton Its so navies wl R, h" 20 tau xi4 wombs, E. Cwhq an WC MUM, lol (Ma Wmmtba its, 'Foe base PrA CIA ashm jig 9typelp onto W w 3% a huylven 9 the but ke W wonle pa vi f L-,"�untq" to amp? the! qucle OF CIIN", poOl' pone age, a ArnemMI *4 Exhibit "A" 46� llb�_ i-jUne Dr� - 45 Sk Nfe-, SuiteLCjj Lake Mmrl, FL 32746 Subject Public Sa-Nmii- City rVOT'Support Propt-sa? To Wayne Faix "roma, Valis rott Date No%rernber 11, 2015 Chty Governnnents (tvithin, Semnincie Counh"T have �', Internal pracess for supporth-q . gth&MCiTs fruggediaed cwrnpyoters� burt vraufld !like a ��wjpkennen,,!* ressource frorr, Seminole Cowvoy, Inforrination, S-iwvices RAS'. 15 aviarded an RF to `failSoNtiors 'In Oct 201, o p 4 travidle S�aivi-e E'Ies�e said Desk Side � j suppo—,, �r0 ViNdi v Physically provIde the re-Ssowrce uundler Vrnm nagge map", &ernino�e County 15 (Vitil) F-Tt.—Mal MDi 'assessrn&nnt (wireLess connectirvity, haridware diagnostic) and remediation. Tiburon freezes or login fs,,3ues or i contacting theCAD AdmiMstrator at 665-5 1000 to reques' I. the message buffer is clear Warranty i Return to vendor, track, receive NOT backand, imphement, into serAce. 1 rista I on a rvy r�ew PC or K hard d rive was replaced lkvprrarity). Ob' to to of the, at �he Fadio Shop with a nate attached. M a pT U pxi 'I te S So mo ral (15), L o n g7w o o d (6', a n d La ke for 345 AADTF. Mary 16) to scheckiie, trurks through the Vitil's Lake Mary Mce Dviedo r9) to schedufle truck.-, through the large statiG212, finorrrial ma-Intenarice) and a VKH lech will be onsite that fi,,iy to i uOdate � hen -I as they come tilrough, J_ "n, the e�jent a to the Co)vnty network Is required far sonne future addition or UPATte, vahh.les?ds t came o Couny sit c (le. Fine Training Center or,,Fleett FRICIlkyj v0lich is rickser than IIAUILC.,ke I'lary. 2, Annua 1 su oport priceper A410T is $250 x 36 ..nits = $9900, bikd at *w end ui: each rnonth at 150, The scape and/or price of prograrn can ib updIated w. needed if r.ircurnstamces dhenge Supgnq�-,�tiLl Information: Courity NIDTmo P fi ates N c a h vehicle and Using the standard a ' uarterq maintenance, ani will re to a tirket for eadf Kate. a Tech at Fleet to up -late the NOT maps, ZI Coai rriand or other vehiclel� can have. their NI DT update during a scherdu le fleet service. 'hill Tedah will aat tfw 1st Fioor t,,aindng 30aiin or room to take ti;e device, Updsae it �:md hand it back. (requires -,)ppro,-,imateiy n rnin). Pa I or 1 Arnendrnerd #4 EM FOURTH AMENDMENT TO INFORMATION SERVICE DESK AND DESK -SIDE COMPUTER SUPPORT SERVICES AGREEMENT (RFP-602065-14/TLR) THIS FOURTH AMENDMENT is made and entered into this d" day of ___4 1 20 16 and is to that certain Agreement made and entered into on the l ou' day of September, 2014, as amended on February 18, 2015, June 9, 2015, and on January 13, 2016, between VITIL SOLUTIONS, INC., whose address is 1777 Northgate Boulevard, A1, 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, as amended on February 18, 2015, June 9, 2015, and on January 13, 2016, for VENDOR to provide information service desk and desk -side computer support services to COUNTY; and WHEREAS, the parties desire to amend the Agreement so as to revise Section 25 of the Agreement, Public Records Law, to reflect the current requirements under the law, to amend the Statement of Work and Price Schedule, 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: CERTIFIED COPY 1. Section 25 of the Agreement is hereby amended to read: MARYANNE MORSE Clerk of Circuit Court and Comptroller SEMiN` U 'Y, FLORIDA BY 1 D UTY RK Fourth Amendment to RFP-602065-14/TLR Page 1 of 4 Section 25. Public Records Law. (a) VENDOR acknowledges COUNTY's obligations under Article 1, Section 24, Flor- ida 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 mate- rials created under this Agreement and that said statute controls over the terms of this Agreement. Upon COUNTY's request, VENDOR shall provide COUNTY with all requested public records in VENDOR's possession, or shall allow COUNTY to inspect or copy the requested records within a reasonable time and at a cost that does not exceed costs as provided under Chapter 119, Florida Statutes. (b) VENDOR specifically acknowledges its obligations to comply with Section 119.071, Florida Statutes, with regard to public records and shall: (1) keep 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 con- ditions that COUNTY would provide the records and at a cost that does not exceed the cost pro- vided in Chapter 119, Florida Statutes, or as otherwise provided by law; (3) ensure public records that are exempt or confidential and exempt from pub- lic records disclosure requirements are not disclosed, except as authorized by law; and (4) Upon termination of this Agreement, VENDOR shall transfer, at no cost to COUNTY, all public records in possession of VENDOR, or keep and maintain public records required by COUNTY under this Agreement. If VENDOR transfers all public records to COUNTY upon completion of this Agreement, VENDOR shall destroy any duplicate public rec- ords that are exempt or confidential and exempt from public records disclosure requirements. If Fourth Amendment to RFP-602065-14/TLR Page 2 of 4 VENDOR keeps and maintains the public records upon completion of this Agreement, VENDOR shall meet all applicable requirements for retaining public records. All records stored electroni- cally must be provided to COUNTY, upon request of COUNTY, in a format that is compatible with the information technology systems of COUNTY. (c) Failure to comply with this Section shall be deemed a material breach of this Agree- ment for which COUNTY may terminate this Agreement immediately upon written notice to VENDOR. VENDOR may also be subject to statutory penalties as set forth in Section 119.10, Florida Statutes. (d) IF VENDOR HAS QUESTIONS REGARDING THE APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO VENDOR's DUTY TO PROVIDE PUBLIC RECORDS RELATING TO THIS CONTRACT, VENDOR MAY CONTACT THE CUSTODIAN OF PUBLIC RECORDS, THE SEMINOLE COUNTY PURCHASING AND CONTRACTS MANAGER, AT 407-665-7116, RHOOPER cr,SEMINOLECOUNTYFL.GOV, PURCHASING AND CONTRACTS DIVISION, 1301 EAST SECOND STREET, SANFORD, FL 32771. 2. Exhibit A is deleted and the replaced by the new State of Work, attached hereto as Exhibit A. 3. Exhibit B of the Agreement is deleted and replace with the new Price Schedule, attached hereto as Exhibit B. 4. Except as herein modified, all terms and conditions of the Agreement shall remain in full force and effect for the term of the Agreement, as originally set forth in said Agreement. Fourth Amendment to RFP-602065-14/TLR Page 3 of 4 IN WITNESS WHEREOF, the parties hereto have executed this instrument for the purpose herein expressed. ATTEST: Secretary (CORPORATE SEAL) � T Witness Print Name ',elm fitness �� Print Name For the use and reliance of Seminole County only. Approved as to form and legal sufficiency. County Attorney PG4pk 9'2/16 PAUsmALegal Secretary CSB'J'wtWine 2016\M-602065 4am.dcx:x Attachments: Exhibit A - Statement of Work Exhibit B - Price Schedule VITIL SOLUTIONS, INC. By. r DALE 617, President Date: �` r` -2 � c': — r r By: SEMINOLE CGJNTY, FLORIDA BETSY C u t g Supervisor '9llo Fourth Amendment to RFP-602065-14rTLR Page 4 of 4 JOVITIC t7i i.l I,)NS 1777 Northgate Blvd, Suites Al & A2 Sarasota, Florida 34234 : T (941) 351-7600 F (941) 359-1705 , www.vitil.com Subject Proposal for Vitil to resell HPI products to Seminole County To Laura Reamer From Dale Ott Date August 30, 2016 To provide Seminole County Information Services (SCIS) the convenience of purchasing HP computer equipment when needed, and in lieu of Vitil's hardware as a service (HaaS), Vitil Solutions proposes the following: 1. When SCIS has a need to purchase equipment rather than use the HaaS program, they may: a. Instruct Vitil to provide recommendation(s) for HP configurations and provide price from the HP website using the NASPO State Contract pricing. b. Use the HP website themselves to select the model and configuration. 2. SCIS approves the configuration or requests changes as needed 3. When the configuration is approved, Vitil will quote the units with a 15% discount relative to NASPO-WSCA contract prices. 4. SCIS will request and obtain a purchase order to Vitil for the discounted prices. 5. Vitil will obtain these new HP computers and resell them to Seminole County at the PO price. 6. Seminole County will have ownership and title of this equipment. 7. If the unit meets Capital Asset requirements, a Seminole County asset tag would be required 8. Vitil will provide an identification tag with a "PS" prefix 9. These units will be supported by Vitil per the terms of RFP 602065-14/TLR. Footnote: This approach allows Information Service to respond to any internal request as the technology choice requires. In the past, the RFP for this hardware was limited to a preset list of configuration and lacked flexibility. This prior RFP-601734-13/GG used a 10% discount. Page 1 of 1 Reamer, Laura From: Dale Ott < Dale.Ott@VITIL.COM > Sent: Tuesday, August 30, 201611:51 AM To: Reamer, Laura Subject: Vitil ID tag definitions Hi Laura: We have a few tag types, so I wanted to provide something to refer to if you need it: Tag Purchased By Tag Assigned/Tagged By Intended Use/Users Prefix V Vitil Vitil Intended to be used by Vitil Staff (a couple were installed to meet an IS requirement) S Vitil Vitil HaaS Program Equipment D SemCty Vitil Inventory Tracking of customer or non -billable equipment that is below Capital Assets threshold or not otherwise tagged. PS SemCty Vitil Inventory Tracking of customer equipment that is purchased using grant or other special funds. Equipment is excluded from HaaS Program and standard IS Refresh processes as they are not funded for these programs. BCC SemCty SemCty Customer purchased equipment $1000 or greater in value. Thanks, Dale Dale Ott I President I Vitil Solutions 1777 Northgate Blvd. Sarasota, FL 34234 941-351-7600 x202 office ( 941-847-0887 fax I www.vitil.com 1 Exhibit "A" P GENERAL INFORMATION - SCOPE OF SERVICES 1.0 SCOPE Seminole County is requesting proposals from qualified vendors to provide Service Desk and Desk side computer support services for the information Services Department. The successful vendor will provide Information Technology Leadership for Service Desk, Incident, Problem, Configuration and Project Management services. In addition, the vendor will provide on-site field support and logistical resources for approximately 1,200 Seminole County Employees and supported agencies that comprise approximately 1,500 end user devices that are decentralized throughout Seminole County. These services must be accomplished as an embedded team (Business Collaborator) within the Information Services Department that can appropriately and Professionally represent the information Services Department to the employees of Seminole County and all local government agencies and municipalities. Seminole County Information Services Leadership desires to create a collaborative environment within Seminole County whereby other local governments and municipalities may participate in a Shared Services Model. It is critical that the vendor provide a technically qualified and well managed staff which is led by a senior level individual who will serve as a contracted part of the Information Services Management team. 2.0 GENERAL INFORMATION 2.1 Software and Data a. Vendor shall provide a Customer Relationship Management (CRM)/ Asset and Work Management system In support of the Service Desk and Technical Services functions. 1. The CRM application and Work Management system will be utilized by the entire County information Services Department and must conform to ITIL V3 Compliance Standards. ii. Vendor will be required to train and educate County Information Services Department staff on the features, functionality, and service processes applicable to County staff. iii. The CRM application will provide at a minimum the following functionality: Service Request, Incident Management, Change Management, SLA tracking and reporting, Self Service Portal, Knowledge Management, Asset Management, Software License Management, and full access for reporting using SQL Reporting Services or similar report writing capabilities. b. Regardless of the system used in support of the Service Desk and Technical Services Functions, access to all knowledge and data created, discovered, documented, and performance metrics contained therein shall be accessible to designated County staff. c. Upon contract expiration or termination the Vendor shall export all knowledge and data created, discovered, documented and used in support of Seminole County. The export shall be in a common data format and not proprietary to the application. The Vendor will in coordination and collaboration with the Seminole County Information Services Department help in the process of exporting and importing the data In the event this clause is required. Exhibit "A" 2.2 Information Technology infrastructure Library (ITIL) a. The Vendor will be knowledgeable of and support all I11L v3 service support processes as directed by Seminole County Information Services. These include, but are not limited to Change, incident, Release and Problem Management. ITIL v3 certification is required for vendor management staff. L Information on ITIL is available at the following sites: • http://www.itil-officialsite.com/home/home.asp (official site) • httpJ/www.itil-itsm-world.com/ 2.3 Service Catalog Management a. The Vendor will be responsible for developing, maintaining, and updating a Service Catalog for all County departments annually. The development of the Service Catalog requires extracting the unit counts and pricing from various data sources. CIO approval is required before releasing these documents. 2.4 Project Management a. Vendor is responsible for Project Management in regards to beta test rollouts, new applications, application updates and new peripheral implementations as they relate to PC's. 3.0 TECHNOLOGY SERVICE DESK (TSD) 3.1 Automated Call Distribution (ACD) System a. The Vendor must provide an Automated Call Distribution (ACD) system which is capable of on demand reporting. A combination of reports, Crystal (other) reporting methods may be used, but report methods, calculations and source codes must be made available to County Information Services. b. The Vendor must be able to integrate with Seminole Counties current 311 processes. 3.2 Service Desk a. The SD is the first point of contact for all technology requests, outages, questions, new services, follow-ups and County Information Services notifications and communications. County Employees must be able to utilize a self-service option as well as call or email the Vendor Technical Service Desk. A service ticket is created for each County customer event (service request, change or incident). b. Ticket Types i. ITiLv3 compliance distinguishes ticket types as: • A Service Request • A Change Request • An Incident U. All incoming requests start as service requests. If the request requires moving or reconfiguring a device, it is considered a change request. If the request is to repair an outage of expected services, it is considered an incident. Exhibit "A" c. Incident Management (ITIL) I. The Vendor will create and document the Incident process based upon ITIL best practices. Upon County Information Services approval, the Vendor will consistently provide Incident Management workflow for all service requests, incidents and change requests submitted to the Service Desk. d. Change and Release Management (ITIL) 1. The Vendor staff will participate in County information Services Change and Release Management meetings to provide quality assurance, technical support for PC related items and all customer communications. e. Problem Management (ITIL) I. An ITIL problem is declared when an unexpected outage creates numerous customer incidents for the same issue (see global issues in the TSD section). Real time communications from the Vendor Technology Service Desk to County Information Services and the County customer base are required. fl. For all declared problems, the Vendor will collect and enter Root Cause Analysis (RCA) forms into a database. This data, along with incident reports will be analyzed to identify areas that should be evaluated for chronic issues, cause and effect analysis and cost Justifications to eliminate the root cause of the significant issues found. iii. The Vendor will participate in any County Departmental discussions and help articulate the impact of the problem events to define a solution. f. Customer Satisfaction 1. With each service event, the Vendor will issue a ticket closure notification email that includes a survey link. The Vendor will provide a monthly satisfaction survey report to the CIO for analysis. ii. Customer satisfaction issues can arise and the Vendor is responsible to initiate a meeting and determine the root cause. The Vendor can either resolve the matter or bring in the appropriate County Information Services staff to develop a resolution. g. Hours of Operation 24 X 7 Coverage I. A Vendor Technical Service Desk Technician and their backups must be available 24 hours per day 7 days per week to receive after hours requests. These are for mission critical functions whereby calls cannot be missed or delayed. ii. A weekly list is managed and published by the Vendor Technical Service Desk that shows who is covering each function within County Information Services, their contact information and their backup. Service Desk On -Site Support Standard 7:OOam — 5:00pm Mon -Fri 7:00am — S:OOpm Mon -Fri Excludes holidays and E©C Email requests may be activations submitted at an ime After Hours Call is routed to a voicemail Available for emergency and relayed to the on-call outages only person(s). 24 X 7 Coverage I. A Vendor Technical Service Desk Technician and their backups must be available 24 hours per day 7 days per week to receive after hours requests. These are for mission critical functions whereby calls cannot be missed or delayed. ii. A weekly list is managed and published by the Vendor Technical Service Desk that shows who is covering each function within County Information Services, their contact information and their backup. Exhibit "A" iii. The on -calf Vendor Technical Service Desk (TSD) staff will take all after hour's calls, create the ticket in the CRM system, resolve the issue themselves or contact the appropriate on-call resource. The TSD Technician must ensure the situation is resolved by communicating with the customer and the assigned resource. iv. A Microsoft Certified Desktop Support Technician (MCDST) must be available during off hours to support (on site if necessary) and resolve emergency and high priority requests. Response and resolution times are listed below. 1. Service Levels 1. The TO must meet or exceed the following service levels. The Vendor is required to gather, track and report quarterly metrics that demonstrate the following: bescdpt%n McMcISpedfkadon compliance TO Answer Time <--W seconds >=95% Email Response <=4 hours (Business Hours) >=95% Calls Answered%Aba ndo ned Quantity of each >=99•% J <=1% Correct request routing Quantity of routings >=99% First call resolution FCR possible tickets only (not for all tickets) >=85% Proper escalation to IS When required >=99% j. Priority Definitions 1. Each incident ticket is assigned a priority which provides the following response and resolutions commitment. Every known request type is defined and documented in the call routing matrix. prtodty R * ResoWon* Spec Emergency 10 min 4 hours >950% High 30 min 8 hours >95% Standard 2 hours 24 hours >9WA Scheduled 2 hours 40 hours >90% Project 2 hours TBD >90'A *Business Hous Fxc don AjterHours Emetpendes) Exhibit "A" -1-1rs-Ec.ybet vice events or outages, the 15D will enter the ticket and immediately call the designated support person. In the rare case that the designated person cannot be reached, the TSD will contact their management. k. Information Services Escalations I. Priority events require the TO to contact the Engineer or Technician of the queue assigned to address the issue. If they are not readily available, the Service Desk outbound call is escalated to their Manager. if. County information Services will provide the Vendor an escalation matrix that will be maintained and updated monthly by County staff. 1. County Employee Escalations 1. County employees (customers) may escalate a ticket if they have concerns about its timely completion or are dissatisfied with their services to date on the ticket. The customer can call in or email in the escalation to the service desk. The Vendor must look up the ticket, evaluate if the situation is out of compliance and work with the customer to achieve an acceptable outcome. M. Global Issues 1. When a significant outage or event occurs that can impact many users, all subsequent customer events must be connected to a global, issue in the CRM system. This situation also requires a selection of actions with regard to management escalation, customer notification methods and Vendor TSD staff communications until the issue is resolved. if. Depending on the degree of the outage, the TSD phone greeting may also be changed to provide status and repair ETA information. When applicable and possible an email notification may also be sent to those potentially impacted by the outage. iii. When a global issue is resolved, County Information Services is required to complete an internal RCA report in coordination with the Vendor Technical Services Staff that defines what caused the problem, quantifies the impact of the outage and provides recommendations for avoiding the problem In the future (see Problem Management). Exhibit "A" 4.0 TECHNICAL SERVICES 4.1 Microsoft Certified Desktop Support Technicians (MCDST) a. Vendor Is required to conduct (at Vendors expense) background checks on all staff assigned to the Seminole County account. The Vendor is required to provide copies of the background checks to the County. The County reserves the right of refusal on any Vendor employee. The following certifications are required: Field Technicians — • Microsoft Certified Desktop Support Technician (MCDST) Minimum Windows 7. Will be required to obtain next OS level within one (1) year of updated examination release. • Hewlett Packard (HP) Authorized Service Provider Warranty Repair • CompTIA A+ • CompTiA Networking+ • Applicable NIMS training for any staff that will activate with the Emergency Operations Center (EOC) • Florida Department of Law Enforcement's Criminal Justice Information Services (CJIS) certification • Vendor will be required to conduct (at Vendors expense) Vendor Employee training courses for Sexual Harassment, Diversity and Customer Service Techniques. Service Desk Technicians — • HDI Support Center Analyst • Annual Customer Service Training Vendor will provide a minimum of one staff that is Microsoft System Center Configuration Manager (SCCM) certified and competent in packaging and deploying application packages. Vendor will also commit to having a minimum of one staff fully competent with Microsoft App -V within one year of contract start date. Vendor must possess and retain a Microsoft Partner status for the term of the contract. 4.2 Supported PC/ End point Configurations a. The standard County PC configuration includes Microsoft Windows OS, Microsoft Office, Microsoft Forefront Endpoint Protection, and multiple applications that are certified to work on the County's standard PC. b. The vendor will support the applications that are installed and are included within the County PC standard. c. The vendor will support Apple, Android and Windows based mobile devices (tablets, cell phones). d. The vendor will support Library end point devices that are utilized by Citizens for reserving books, paying fines, etc. The current application is Envisionware however, the Vendor will be required to coordinate with Information Services and Seminole County Library Services during the course of this contract to find a suitable replacement if deemed necessary. e. It is the purpose of this scope to ensure the entire end user environment is expected to be supported as part of these services. The end user environment will include all Exhibit "A" peripherals that may be attached to the end point device. These are typical IT peripherals, scanner, business card readers, etc. 4.3 Inventory a. The Vendor is the assigned custodian for computers and monitors deployed throughout the County and Is responsible for maintaining County Information Services defined controls for recording, tracking and reconciliation of PCs and monitors. Exhibit A provides a comprehensive listing of current County locations. This list may not be all inclusive due to County business needs. b. The County's Capital Assets Management department conducts audits each fiscal year. From the start date of the contract, the Vendor will physically locate all PC's, phones, monitors, legacy printers, and peripherals and provide a written report to the CIO within 45 days showing located and non -located items. In addition, the Vendor will be required to accompany the Purchasing and Procurement Fixed Assets Coordinator on yearly audits of all Information Services Fixed Assets audit/inventory. 4.4 Annual Refresh and Deployments a. County Information Services will purchase 400+ PC's and tablets each year and ship them to the Vendor's staging facility. The Vendor will provide packing lists to County IS Asset Management and coordinate applying the asset tags with County iS Asset management. b. The Vendor will be responsible for coordinating the refresh program. This will include all imaging, application installations, and physical installation at the client's site. The County is currently refreshing approximately 100-125 PC's/Laptops each quarter. 4.5 Staging Facility a. The Vendor must provide a secured, dedicated storage and work area to stage and image all PC's. (Within 45 days of contract signing.) L This will not be a County -owned facility or work area. Vendor is required to maintain County assets (workstations, laptops, etc.) in like condition when under Vendor's custody. ii. This includes storing assets in a secure and climate controlled facility. iii. The facility may not be located in a flood zone. iv. The facility must be located within a 20 mile radius of 1101 E. In St, Sanford Florida. v. The facility climate control must be air conditioned and have a maximum internal temperature of no more than 76 degrees during normal business hours. vi. The County reserves the right to inspect and retains a right of refusal of the Vendors facility. Should the vendor have the facility available prior to Contract award, County Information Services staff will conduct a site visit of the facility. b. Vendor facilities used to receive, store, configure, repair, stage or dispose of County assets shall be accessible to County staff during normal business hours or immediately upon the declaration of an emergency by the County Emergency Operations Chief. Disposal of current County property must comply with County surplus procedures. c. Vendor shall maintain adequate property loss insurance to fully cover the full replacement value of assets in its custody. Exhibit "A" 4.6 PC Image Management a. The Vendor will create and manage PC Images via Microsoft System Center Configuration Manager (SCCM). The Vendor must be certified and knowledgeable with Microsoft SCCM. All images and tasks are to be approved by County Information Services System Administrators prior to being released to the County's production environment. 4.7 Microsoft Updates/Patch Testing a. Each month the Vendor will evaluate Microsoft patch releases and coordinate with County Information Services to obtain approval prior to Vendor installation in the production application. b. The Vendor will be responsible for producing a quarterly patch report that demonstrates the percent of workstations not in patch compliance, and a remediation plan to bring those systems Into compliance. c. The Vendor will be required to meet the following patch metrics. i. Within 180 days of contract start 95% or greater of all PC's meet patch compliance, ii. Within 365 days of contract start 98% or greater of all PCs meet patch compliance. Iii. By end of Quarter 1 of year 2 of the contract, 99% or greater of all PC's must meet or exceed patch compliance. iv. Should Seminole County currently exceed any of these measures, the Vendor will be required to maintain current compliance rates. 4.8 Emergency Operations Center (EOC) Activations a. The Vendor will provide two (2) MCDST's during EOC activations. The EOC could be activated several days prior to an event and could be activated for several days during and after an event, Training and preparation is required for the support of EOC activations. Vendor must ensure the two EOC staff are in full compliance and trained in accordance with the FEMA NIMS certification. Vendor must bill for EOC activations at a standard hourly rate which is to be specified in the response and should not be included in the standard contract rate. 4.9 Board of County Commission Meetings and Work Sessions a. The Vendor must provide onsite support for all Board of County Commission Meetings and work sessions. These meetings are held on average twice monthly at 1101 E. 1" St. Sanford Florida. The onsite MCDST will be required to support and assist staff and citizens with connectivity and PowerPoint support as the need arises. The Vendor must coordinate with Seminole County Government Television (SGTV) staff for all Board meetings and work sessions. 4.10 Printers, Plotters, Scanners and Fax Devices a. The Vendor will be required to support these types of devices limited to the setup of the device, installation of drivers and insuring local or network connectivity. Troubleshooting device issues will be provided initially by the service desk or an onsite or dispatched technician before escalation to a third party vendor. (Current third party vendor is Copytronics) Device selection, procurement, repair and maintenance Exhibit "A" coordination (including consumable supplies) is the responsibility of the Information Services Document Management team. The exception to this are legacy owned printers that are currently owned by the County. In these cases, basic troubleshooting will apply however, the County strategy is to retire these legacy devices in place of the CopyTronics Multifunction Devices. 5.0 MANAGEMENT SERVICES 5.1 Vendor Leadership/ Management a. The Vendor will provide one senior level account manager that will attend a weekly Information Services Department Managers meeting. This meeting is held each Monday (excluding holidays) at 9:30 am. The purpose of the meeting is to address IS Department Management items, review SLA's, escalated Work orders, review team performance, provide major project updates, and discuss areas of opportunity for Improvement. b. The Vendor's senior level manager will be responsible and expected to represent the Technical Service Desk and End User Computing environment in these meetings. c. The Vendor is required to meet the following minimum staffing levels. The minimum level may not be sufficient to meet SLA's. L Technical Service Desk—Three (3) fl. Technical Support Staff (MCDST) — Three (3) d. The Vendor will commit to offering and conducting an Interview for any current Seminole County Help Desk or PC Technician staff that wish to apply. e. The Vendor is to strongly consider providing an employment opportunity to any current Seminole County staff that are being displaced by this agreement. The Vendor must provide in writing any employment letters of intent to the CIO fourteen (14) business days prior to the Seminole County employee beginning employment with the Vendor. f. A progressive financial penalty will be imposed should the Vendor not meet any SLA requirements. The penalty will be tiered in the following manner: a. 1" offense — Face to face meeting onsite with Seminole County Information Services leadership team. A corrective plan of action will be developed and a root cause analysis performed to understand why the SLA is not in compliance. b. 2"d offense — Face to face meeting onsite with Seminole County Information Service's leadership team. A 5% reduction in the monthly contract rate will be imposed on the next monthly invoice. The reduction will remain in effect until the Vendor demonstrates compliance with the SLA's. c. 3'd offense — Face to face meeting with Seminole County CIO and County Managers Office. A 10% reduction in the monthly contract rate will be imposed on the next monthly invoice. The Vendor will have 30 days to obtain compliance. Should the Vendor not meet compliance within 30 days, an automatic notice of non-compliance with the contract will be mailed to the Vendor informing them that the County will be cancelling the contract for cause. The Vendor will have 45 days to start transitioning knowledge and data back to the County. d. Financial penalties will take effect 90 days after contract execution. SLA offenses will be calculated on an ongoing basis. Therefore prior offenses Exhibit "A" will not be removed from consideration. Financial penalties do not affect the Counties right to terminate under the contract termination language. 6.0 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 date, to provide an optional add-on cost for the full inclusion of hardware into this contract. The expectation will be for the Vendor to provide a County standard HP Desktop/Laptop/Tablet to County customers that would include the full cost of a supported device. The terms and conditions of the agreement will be negotiated at the time of the County request. Exhibit "A" AMENDMENTO Hardwam as a Sem (a reaW p ) - Amendment #1 VVITI .. scope of services Hardware as 9 Service provides the use of an IS approved PC under a monthly tenial In ileac of the County purchasing or inii; the equipment. This month to month agreement eliminates the County ownership of computers, to addition to the costs associated with Insurance, procurenmertt, asset management, dewmmisskming process and disposal processes for e -waste. Hardware rental support Includes: 1) warranty repairs, 2) break/fix repairs, 3} equivalent model loaner pool, 3} refiresh when the hardware becomes outdated or 4} IS deems the unit is no lorqW acceptable for a speclflc use. Mil provides these repairs, decommissioning and/or replacing the ha re and proper Meydre, [ crarrarxtisslantrut Includes wiping all date and cxertify inn olcl equipment has been recycled l aaatdated hua re Is when a device is 50 mouths past its Introduction date, Vitil uses a 48 month tailret refresh date, but add 2 months to ensure contractual compliance. t, s en cop clamno equipment will be replaced If within 2% of the total fleet value per year. Missing units above 2% will be Invoiced at a kkst equipment rate of spec Iffc units WSCA-15% prig. ailmidIM12291 a Standard c o rathan PCs is they will be In use within S business days of the service request. * Swap when extended repe&s are needed (warranty or breaW wKI be replaced with an equivalent unit. This Is in lieu of a loaner unit whereby when the or#glnel unit Is rapelned, It has to be replaced which inconveniences the customer. It also avoids the customer having to work :round lesser capabilities while they have a loaner PC. PC change requests (different model) or early removals have a lea$ equivateant to a 1 month rental char. Is Mk l%WiaVfL4u—rjd as Vftil purchases PC through the HIS Business throat. The majority of units, Including c omptiter aucoessorles have near been used before (returns, cancelled orders, overstocks and other) and are fen than 12 months old from their Introduction date as verified by the certificate. PMe 1 of 3 Exhibit "A" #r � Hardware as a Service c� ren -Amendment mi OVITIL Financial HP Outhst units have a monthly pricing set by uft the iWSCA state price fbr a new unit with the scree configuration, less 1SX, divided by 48. connue-5m enc for a t is lmbmw .-- 1 "Ah';Wr i4Adit2IV1 iNii jNio V - %-A S= 450.t>t1 1 TT * In the event tfte County budW Is reduced. the County has the option to continue using the unit between months 49 and 60 at a 15% d6wurtt. At month 6:4 If the County chooses, Vr'tl.° vAll transi'er the own(-rship of the unttat sera amt. Process" IS will review/approve any proposed PC models and their configurations. Vitil will print aertiiicate showing date, orlgin (HP Busincss Outlet), WMCA prke and discount (15%) and monthly rental rate signed aff by Information 5arvlces. IS may select any model and confiVration and k not Rmked to any prior commnmwts. Tim use of WSCA as a rel erence ensures comn1lance to torrent pricing data. ittst nce {lam Semon 14} Certificate provided. Rdsting RFP The rental prrsmrn does not replace, a<teror c ort ilct w th anymsisting RFP erment(s), standard purchase or leasing program. These unkts will recelye the same level of serves as dascrfted in the original contract received. Under the recital prog acn, VIM will be responsible for the repair, maintenance and para during the 48 month or 6D month rentel. Exhibit "A" TTI�r IOVITIL a:program)-. In additbn to the termination lan3uaQe in section g of the agreement, the rental units have 3 options: L The units mty continue to be paid for monthly to complete their term, but the date wipe and disposal could no longer be prowled. 2. The units may be purchased using a price that is their original price, plias the 12 month extension, less rental payments already made_ The data wipe and disposal woukt no longer be provitled. S. The unb can be removed per the one month charge. Date wipe Pnd disposal (vAen applimblej would still be Included. Refereme lnformzian This program Is in responsa to Seminole Ciw-, r R 2060-i+tMA, Part :L SWP E OF MILT, sectfori GA 6.0 Future Opts M1$ervdce f erlV o. Under this scoM, SL°rail,vk- County tnayr,-qumt the selected Vendor at a future desk, to pmW* an WUonof oddon a asst fir the jW kwWon of hardwtaa>: Into this carr The e*ecMftn will bbe for the Vendor fo ptovW o County stardord HP DesktoAftptupfi"oblet to County c astornerr ihtar word€1hdude the fug cast ofa sworted devkr- Vw Wm and condwans of tfa+a ogtwrnent wlil be vbt-,d at dw time of the County request This prog9rem provides a process for filfliling PC hardware requirements that provides renting hardware as a new option for the County to use when they deem the rental more oast effective. Exhibit "A" Amendment #2 &V I Statement of Work Subject: t 311 Sw / Servlm Desk To: - Seminole County Government Information Services From: tate Ott Hate: June 8, 2015 - updated Current Situation Seminole County Government offers a 311 phone number for Citizens to have a convenient way to remember how to contact the County for inquiries or ng nonemergency issues. Prior to October 2014, this duty was staffed by the Customer Service Desk (CSD) team within the information Services (IS) department. Since then, Barbara Robinson has been the primary person with some call overflow w jork being done by Tlsh and Heather (both In the IS group). However, Barbara is retiring at the end of April. The monthly call volume is about 6200 calls at a 7% abandon rate (excluding the Court system Incident in October). The bulk of these callers typically request to be forwarded to a department which results In an average talk time of 10 seconds. This sets the baseline to answering "5700 ails per month (as 7% were not answered): Some phone numbers currently forwarded Into 311 will be changed and this will reduce the call volume, however we only have a month of data. Therefore we will stipulate a 20% reduction and quote this using a base volume of 4500 calls per month. Ivey issues today stent from only one person in this role and using people as backup who already have full-time duties as their duties are delayed and this has an impact to IS Customers who use their services. Worst case situations are when Barbara is out of the office for a few days (PTO or other). For this type of service, the industry defines a key metric to be the "tail abandoned rale" which is the percentage of calls whereby the caller hangs up after waiting 20 seconds, This Is shown in the lost row of the graph. , Swkchboard Gabs by month son aM 7705 sag 5274 62U USI GSSi 6V4 IM 00 640i i 200 56 FI J $Y r 3S 54 i M lcaSe 14a tut onr ter Ori jMFeb ►tsrtrRrq � latt�ridcvt� Mwward ieayo�n� i,.... gait lfto, >aj... ;ue #*M . tsar Apf wtiQ . �• •,... �.�€�' � �, bra � � zrs , � iii !6r . ht?. ! ap _f, M9 7 . m rz � ' 4 f4JG6 , taa . RV ' . Ri ;ijp Amgm . Some phone numbers currently forwarded Into 311 will be changed and this will reduce the call volume, however we only have a month of data. Therefore we will stipulate a 20% reduction and quote this using a base volume of 4500 calls per month. Ivey issues today stent from only one person in this role and using people as backup who already have full-time duties as their duties are delayed and this has an impact to IS Customers who use their services. Worst case situations are when Barbara is out of the office for a few days (PTO or other). For this type of service, the industry defines a key metric to be the "tail abandoned rale" which is the percentage of calls whereby the caller hangs up after waiting 20 seconds, This Is shown in the lost row of the graph. , Exhibit "A" Amendment #2 a V-1 74 IT L Statement oft oro SOLUTIONS KeY Impr0VeM8nts i?rortt this Approach 1. Vftll wig Improve the resources for this role as it wifi be offered as a contracted service -- meaning that staffing issues, trafning and other are managed within Vitil and no longer a concern for the County. 2. This role currently does not have documented procedures, service levet agreement or service metrics. All of these will be Implemented by Vitil to provide ac countablifty. 3. There is currently plan to Implement °Pubik Stuff," a CRM application for w oriang with Citizens. This new endeavor will require Vftll to be a major stakeholder for this application with a reasonable possibility of Vitil needing to be the County designated subject matter expert. Vito proposes to have various different staff -members observe and have Barbara train them whereby VIII can take over the external 311 rote when she retires. Vltlt will provide this role as a service wh" would Include: I. A service level oommitment whereby up to 30 cells per hour are answered within 20 seconds a. if the caller hangs up after 20 seconds, the cell is counted as an abandon 2. Staff coverne b provided if our primary person Is not available 3. Document the procedures Into a knowledge base 4. implement the "Public Stuff's application to too any service a. Vitil may offer Service Cube with a Public Stuff theme for other users 5. Within 3 months, take these calls at the Villi facility so the County may reclaim the space Barbara uses now. 6. during an ECSC activation, a Vitil Technician with 311 skiffs wig be made available to work on the Citizen information Line. The base price Is $4167.00 f month for a 12 month (fiscal year) commitment for up to 30 calls per hour with a e--10 second average talk time. This "baseline" activity b the current service requirement and WA. With this baseline, Vitil will control the abandon rate to e= 3% as a monthly average. if Vitil does not meet this requirement, Vitil will provide a credit proportion for the abandon calls within the baseline. However, if the baseline call volume Is exo,Wed, Vitl) will not provide a credit for the abandon rate, ii the increased call volume is sustained, Vitfl.will present the County Yalth a price quote, It will be the option of the County to accept that quote oreontinue as -Is (with the higherabandon rate). If the new quote is accepted, please expect a 45 day lead time for Vitil to add staff. CLMX 1 d * 3 OVITIL . 0't 0'! 1it,N- Subject Public Safety: City MDT Support Proposal To Wayne Felix From Dale Ott Date November 11, 2015 Exhibit "A" Lake Mary Office 45 Skyline Drive, Suite 1017 Lake Mary, FL 32746 City Governments (within Seminole County) have an internal process for supporting their MDTs (ruggedized computers) but would like a supplemental resource from Seminole County information Services (IS). IS awarded an RFP to Vitil Solutions in Oct 2014 to provide Service Desk and Desk Side support so Vitil will physically provide the resource under IS management. Activity City Seminole County IS (Vitil) Initial triage • MDT assessment (wireless connectivity, hardware diagnostic) and remediation. • Tiburon freezes or login issues or contacting the CAD Administrator at 665-5100 to request the message buffer is cleared. Warranty Return to vendor, track, receive MDT back and implement into service. Tiburon Install on any new PC or if hard drive was replaced (warranty). City to drop off the MDT at the Radio Shop with a note attached. Map updates • Sanford (15), Longwood (6) and Lake for 36 MDTs Mary (6) to schedule trucks through the Vitil's Lake Mary Office. • Oviedo (9) to schedule trucks through the large station (normal maintenance) and a Vitil tech will be onsite that day to update them as they come through. 1. In the event o hard -wired connection to the County network Is required for some future addition or update, vehicles must come to County site (le. Fire Training Center or Fleet facility) which is closer than Vitil take Mary. 2. Truck schedule to be provided in advance to Vitil in order to schedule a Tech to be on-site. City MDT Supplemental Support Pricing Annual support price per MDT is $250 x 36 units = $9000, billed at the end of each month at $750. The scope and/or price of program can be updated as needed if circumstances change. Supplemental information: County MDT map updates • Using the standard quarterly maintenance schedule2, Vitil will create a ticket for each vehicle and have a Tech at Fleet to update the MDT maps. • Command or other vehicles can have their MDT updated during a schedule fleet service. A Vitil Tech will be at the 1st Floor training room or nearby conference room to take the device, update it and hand it back (requires approximately 15 min). Page 1 of 1 THIRD AMENDMENT TO INFORMATION SERVICE DESK AND DESK -SIDE COMPUTER SUPPORT SERVICES AGREEMENT (RFP-602065-14/TLR) THIS THIRD AMENDMENT is made and entered into this / day of 4&w�- 1 20 / 6 and is to that certain Agreement made and entered into on the lot' day of Septert1r, 2014, as amended on February 18, 2015, and on June 9, 2015, between VrrJL 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". ITNESSET WHEREAS, VENDOR and COUNTY entered into the above referenced Agreement on September 10, 2014, as amended on February 18, 2015, and on June 9, 2015, for information service desk and desk -side computer support services; and WHEREAS, the parties desire to amend the Agreement so as to amend the Scope and Price Schedule 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 with the new Exhibit A attached hereto. 2. Exhibit B of the Agreement is deleted and replace with the new Exhibit B attached hereto. CERTIFIED COPY MARYAE MORSE Third Amendment to RFP-602065-14/TLP, Clerk of Circuit Court and Comptroller Pagel of 3 SEMINAL COU Y. FLORIDA 0 3. Except as herein modified, all terms and conditions of the Agreement shall remain in full force and effect for the term of the Agreement, as originally set faith in said Agreement. t P !_! 1' `t i ';t ATTEST (CORPORATE SEAT,) W-16 y""` ( r B Y� DALE OTT, President Date:" �. [Signatures and attestations continued on follow ing page.] Third Amendment to RFP-602065-14/TLR Page 2of3 For the use and reliance of Seminole County only. Approved as to form and legal sufficiitmcy. 11/18/V P-\UseMU.q* secretary Attachments: Exhibit A — Statement of Work Exhibit B — Price Schedule 3am.doc SEMiNOLE Date: r 13Y and As authorized for execution by the Bo of County Commissioners at its t- ,24 / p re meeting jam.- P, A • 1,56 A~ 15 - Third Amendment to RFP-602065-14/TLR Page 3 of 3 AMENDMENT#3 Exhibit "A" r ^. ', r'- 1'4 t6.;' ,f. ";? f t �'. {i.i ..� ` ? ■ "%` ft.. ., !" "` .t ,r' / t, a.": .. tae .;> r : is i ➢ : �- � r . �, � % si �, - �� - � .. ' .� ` `t r :e P '�.� r2rc � �+ t"1," to �t� �;�., .taw ac r, t G e's:' •,:s �:r�s ��e�, is t ix a+r "�st'an Viz" rs� ..[ :sir ,tti H F� 4 •., ,�-, ♦. .'?,� t � -a .� f ' t � sk, cs s-,. , . � �� . �•, ,. i .t,a �, .. � . ., � r . ,� .. , a .,' :', _, Ct. 1. The CRM application ind Work Management systant vAll be utilized by tha entire County Inform3tlon Services Department and must conforra to rrIL V3 Compliance t 1 and . Request,111.7be CRM applicetion will provide at a minimum the following functionality: Service Service Portal, Knowledge Man-agament, Asset ManagemLant, Software Ucanse - a r . i t 't =� ku ' a,_ .{R, 'e a^.t �� ♦°a , rr t +2 .. b. Regardless of the syste-in used In support of the Service Dest.,- and Technical Services 5 ° r „FY ., t w.n�. i 's' '. :. s . =' t f:. f t :5 i �, , ,:i -" � ♦ ".Mt -. . , ,....t f,t ,� 1." � Tr t=" metrics containedtherein shall be accessible to designatedCounty Upon contract ;iir .t: or terminationR,t; shall export and sae created, y, rti, t documented :Y used in support► ` Suminole County.e export obe in a common date format ., not propfietery to the application.do in the process of exporiing and Importing the deft In the event this,e is required. r _; �„ +. 1, i...' r r," :�'�,,- k" `I^; r', =" f ,'::>f r•'' ..�+-.. ^,^ .1'rf l' J,"r, 4.' 71' Incident, ,, d ' J; b • Management : frk , fim `t 1 ; a r for vendor t manaijernent 3i I. Information on ITIL Is awilable at the folli-wing sites: http:/lw+vw. iti hitsm- wo rI d.co a M41"111,11,11,1IIIIIIIIIIIIIIIIIIII fi t countsthe unit and eRf frons o r^ date f r..sourcez.r ♦ ' rt; W +^ /(` before d ^ e ,hese documariltz. a. Vendor Is responsible ..,., ct Manaaement In reZards to bet.- test rollouts, new r... F -. i : Fr t "application f .f , end peripheral !: `. ,t a l"" 1? PCs. r,Ticket Type5 1. ML 0 compliance distinguishes ticket types as. Service r F•.e Request Incident 11. All incomingrequestsfi art as service requests. If the request requires moving or reconfiguring adevice, 3 ". considered a :.. , <.. ' f`e request. the requasi is 11 repair an c. Incident Management (ITIL) 1. Y. Vendor will create and document .a.. process based upon ML 4,, .. practices. Upon County Information Services approval, the Vendor will conslsten4, provide a, - worldlow for iy.. requests,Incidents,t' `q.b 'rt to the Servicej."- d, Chenre and Release Y; participateI. ThAa Vendor stpff wilt In County Information Services Change and Release Management meetings to provide quaditj assitrance, technical support for PC related kerns h all curtomer camwa . "ate.€.. {. �,.,,,,�.=1 W I I I r'� lO�r fila �.;; if 4,. 1 n _ _ relayedEmail requests maybe submitted at aMEyma Call Is routed to a volcemall Available fbr emergency and �only 1. A Vendor Technical Service Desk Technician and their backups must be available 24 hours per day days per o receive after ,,.urs req a i:, e are for mission AMENDMENT #3 Exhibit "A" iii. The on-call Vendor Technical Service Desk (TSD) staff will take aii after hour's calls, create he ticket in the CRM system, resolve the issue themselves or contact the appropriate on-call resource. The TSD Technician must ensure the situation is resolved by communicating with the customer and the assigned resource. iv. A Microsoft Certified Desktop Support Technician (MCDST) must be available during off hours to support (on site if necessary) and resolve emergency and high priority requests. Response and resolution times are listed below. 1. Service Levels 1. The 'CSD must meet or exceed the following service levels. The Vendor is required to gather, track and report quarterly metrics that demonstrate the following: Or Afttr15%4oesgiw bn cake TSD Answer Time <=60 seconds >=95% Email Response <=4 hours Business Hours >=95% Calls Answered/Abandoned Quantity of each >--99%/ <=1% Correct request routing Quantity of routings >--99% FImt call resolution FCR possible tickets only (not for all tickets) >=85% Proper escalation to IS When required >=99% j. Priority Definitions 3. Each incident ticket is assigned a priority which provides the following respanse and resolutions commitment. Every known request type is defined and documented In the call routing matrix. Emergency 20 min 4 hours >95% High 30 min 8 hours >95% Standard 2 hours 24 hours >90% Scheduled 2 hours 40 hours >90% Project 2 hours TBD >90% *Busk*uNo= After lburs Enwrowdes) AMENDMENT$» d+a».,« «MM - .. mftl�s: -fig ae:¥ ».— <,»:a•m x < +T23f:Q1 » 77 y 4:'!• Microsoft C -« r Desktop ©©, y:<n weam 1d C» T » aw«z* »« «!«endo . <«+» . � 4 conduct : expense) bickgrevnd checks . . a.r assigned to the Seminole m<wrt«: The Vandor Is caquired W provide the »»mrv«.w»« wthe w- The » Vendor employee. The bKo ?«.«2>¥ y c ©z r t %§»:*2 c»t<<¥ Desk -top Support :,«©c>n(MC T) VI ®«© Windom Z Will be required to ,5 a: next #t «©2 clt r +zz (1 year of updated Hewlett Packard w x Authorized Service ProviderWarranty Repa< AMENDMENT#3 Exhibit "Al peripherals that may be attached to the end print device. TMse are typical 17 poripherals, scanner, business card maders, etc. AMENDMENT #3 Exhibit "A" h .6 PC Image Management a. The Vendor will create and manage Images via tAlcrosoft System Center Configuration ManaZer (SCOA). The Vendor must be cardfled. and knowledgeable with Microsoft to be approveJ by County Informatinn Services SVstern Administrators prior to b -zing ralp-ased to the Coun-ryi*- production environrrant s i'Updates/patch a. Each month the Vendor da,,, • tint releases Cwjnty p fd , vobtain .f f` ,:ae prior toYendor procll,xtion application. •The Vendorwill be responsiblpproducing quatierly,•➢report demetrArates the parcent of workstations not In patch compliance, and a remediation ErbringthoseY,compliance. c. The 16"endor will be rcquired to meet the- following patch nwArics. 1. Within 180 days of contract sLart 95% or greater of all 1"C's rtleet patch compliance, 11. Within 365 days of contract start 98% or greater of all PCs meet patch compliance. d Ill. By end of fluarter I of year 2 of the contract, 99% or greateir of all PCs must mact or exLved patchyv','. ►. ..� �� Should :. ..m a �� ftr'tt�currently .xi`►r'":any ofthese e S.be , ,',.10 Printers, Plotters, Scanners and Fax Davices a. The Vendo.- will be required to support these t,,pes of devices limited to the sctup of the device, Instcliation of drivers and Insuring local or netivork conni�ctivlty. Troubleshooting • , 7 yu. be ♦ } ea•Initiallyby the desk 1 coordinzIlion (Including consumable supplies) is the responsibility of the Information Services Document Management team. Tha exception to this are legacy owned printers thr.t are currently owned by the CountV. In tlw.,!D cases, basic troubleshooting will apply howevet, the County stm.tegy Is to ret -Ire theselegacy devices in place uf the CopyTronlcs MultifunctionDevices. 5.0 WANAGMMENT SERVICES 5,1 Vendor a r: p a. The Vendor vAll provide one senior level aruount manager thnt will attend a V,,-,eckly .tment s .., r 9:30 Department -., . nt items, review SWs, esc;lawd Work ort;ers, review teall) arc pmVide major p-.ojta updetes,discuss areis 1 opportunky for b. The Vendar's senior level manager will be Vesponsible and erpected to mpresent the TechnicalService Dask and EndUserComputing o" Servicec. The Vendor Is required to meet thi followIng rtilnimurn staffing levels. The mildraum level may not be sufficient to mett SWs. I. TcchnIcal 'i 11. Technical Support d. The klandor Mll commit to offering 9�d conductIn,,; Pn Interview for rny current Seminole County Help Desk, or PC Technician staff tfiat wish to apply. e. The Vendor Is to strongly consider providing an emoloyment opportunity to ary Seminole current- staff that are - ng displaced by this agreement. The Vandor must provide s, oyment letters of Inhto the ao fourteen business days prior to t1w Seminole CountV employee beginning ernploym��nt vAth the VeTdor. f. A progresskv financial penalty will be Imposed should the Vendor riot meet any SLA requirements. The penalty will be tiered in the following manner offense Services lea-delship team. A corrective plan & action will be,developed ,4 1 d Sao'♦° cause analysis performedto understandthe t♦:- in b. 2"d offense — Face to face meeting onsite with Seminole County Information Servf&s leadership team. A 5% reduction In the monthly contract rate will be 1.10 'J on _ _ k ♦ `\- Invoice. ♦ c 'dM owill ,Ya In effect until Rte'Va-ndor demonstrates♦ z c. 3rd offense — Fime to face meeting witili Seminole County CIO and Countv Managers Office. A 10% reduction In the monthly contract raft will be Imposec! on the next monthly Invoice. The Vendur will haw, 30 days 'to obtain compliance. Should the Vendor not meet compliance within 30 days, an automatic notice of non-compliance with the contract %ill be mailed to the Vendor informinC them that the County will he cancelling the contract for cause. The Vendor will have 45 days to start transiticining knowledge tr date ,r;. ,i . ry Financial penalties 90 days after coratracto AMENDMENT #3 Exhibit "A" will not be removed irons consideration. Finarnbl penalties do not affect the Cvunflas right tcs terminaie under the contradtermination language, AMENDIVENTO Exhibit VM AIr 0� QUI, T 0 1 Wow !RAI* to SOMA* IMPAmv 06 t SOVA IMP66, 1bg Oq! clan tA'PP7'Pw pwmva rrX dLr I �,w I rpt AV wo. W xMIN Orm mywq W1101joyhry MMAK 47, wV, M+ hq4i*m to- WWII hwWwre tr VAIMI c dolt 150 rMIS PywROA VIO irsts; a 4-Gr-mrM WWA Wvt aAq Did UAI 1 wwwAvOt. to mmurf, Ma Umtra"daglamwWot. *q=,Isra Wc he :04m +A,VA, 24% Ofv%w MW Rest WorPermat. 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At 1"mmth, 411, 9 tha CAMW d MmQ >jqjjr Immuskyl oftbt Wbs 644 IM Womw Oftail, WSC� p* -2 wid &wwtt V010 wN unnKle mwd mate slynk Of Ity I hf ofy",W-in stw2ws, IS moy W-mv aN, - CNIPnIja and hat'atis i!D Lt�,4, Of U141 a3 0 fAmmenamwo corvkpvawx� ts myrnnt r-fIxh,- dov. wwwuv PUP mWok"I logh MASS PmAN'd Swoung PPO !we nwM MVWVM dox 04 VIAC4 AWr dr c'"Hict wah mf my aFp Ayntme0s), mr-woo, faethoww,fwQpmvw Vi s» Iter Ord pow" Awks I -M 40 Moro. w in MOM am.02. Ant 2"e AMENDMENT#3 Exhibit "A" Afirdwvrt-3 n�!atz? 4 51. Nvw-mgma fil staivn f"'Oltho Wamonit"ali, t,,*, vomrtal I mRS hmaa i. Th4: smIl.- rrAy lie pai'd f tt, mant+hy 40 Wo*ku flMr 10m, 4 Im. tt'& V, -�Wfm;r mf AWPUO I., #JvXjvI- Ptv I-Im V,4r bq� W -W40% ter, ht v i I.ItS m 10-04� par'-ftmte, ullr% if qrkx) tioll would vtO to Indro "i, a0wo-vtm, fAf4mW?fj A T* PIANAMI Is In mqMft fu SWAvk Cei.1my Port 3, MP -4 Of SE?.VM Toeft, O.A., cw,rw v'r. fxvna! 4'W", -K on cost jar #10 APjkF:f;.w.an 0, t �mo Vgq artraci. 71jj,� a�4�jr, jr:kku jvX #f., v4$*MW d#vA-r- rM. ttt M �^VO MWONOM tF,-* CV?9W4WmWh4 ftpAkW ot dk a pracrm forfufflipakv, tf*tpw, Met it fardwam i-zew up0mv,:10.-M Oxanove to m WIhm they elam v1d matsi mona ton troce'a"it- AMENDMENT #3 Exhibit "K Amendment #2 01 � 5 0 1 U T 10 N 5 tt Ott PAU: IW,)Q fl, 20" C-Alrr= a 31,1 Alone focouumw wnvts Vv, 'm mg w11,41mel f usol. , 'm 2014, 0tv 4Ay Wt s z1alfTeV by tim a"jrr..C-i I 24MM ovsk ( M.") te-Atn watfin Vw, s1hice tht'l, Biablin kbvrcca his btfin On prh-wapf tmenw) with swntj C�gfl 0"Jg)&w W1,qt. ,,* I Is We e4 I rr" 0 Vh cc r4if month nr, vve- ire aq," it uvn NO SiAchboard CAs by. month 20000 ftw. 10Nwafdt-d into Wgfb^- elmogo.d grid will mducetht- call 11. ,vv'o ' pww, Runti!ft, curfenvo LANG A bzsc VAUMe Of4SCO rolb Mr jrcxjt, lccy h5veve.rr, from oliy 066 I)ersuo fit thl's rok and usinr ps-4114w %jo I LP -C Mkfirt;&stl;mo at their duties we dv14w,,rsnO tit h firap-;rct to is curoyner, %,ho Lsg jh,� m-svim!% W"t case 5fttea dws kvc when &Intsrz !,;t OLA Oftits i o. ,kw days (pmjr0thar). r vp 61s, tyle- -,Zservice, tht IndustrV dnes a kt-.y njgt,-k to Lix � F WC-tlaav of c4swhomby the wkr hates tip aftej. waitI,L 111k 6 show, .1111 . rr of t -T -W. V1,20h, 0- "IV PV* f Of -9 0), bol w -X YA MA -1u) A, --,I Mir A*�4 10Nwafdt-d into Wgfb^- elmogo.d grid will mducetht- call 11. ,vv'o ' pww, Runti!ft, curfenvo LANG A bzsc VAUMe Of4SCO rolb Mr jrcxjt, lccy h5veve.rr, from oliy 066 I)ersuo fit thl's rok and usinr ps-4114w %jo I LP -C Mkfirt;&stl;mo at their duties we dv14w,,rsnO tit h firap-;rct to is curoyner, %,ho Lsg jh,� m-svim!% W"t case 5fttea dws kvc when &Intsrz !,;t OLA Oftits i o. ,kw days (pmjr0thar). r vp 61s, tyle- -,Zservice, tht IndustrV dnes a kt-.y njgt,-k to Lix � F WC-tlaav of c4swhomby the wkr hates tip aftej. waitI,L 111k 6 show, .1111 . rr of t -T -W. V1,20h, 0- "IV PV* f Of -9 0), bol w -X YA tw owl, 10Nwafdt-d into Wgfb^- elmogo.d grid will mducetht- call 11. ,vv'o ' pww, Runti!ft, curfenvo LANG A bzsc VAUMe Of4SCO rolb Mr jrcxjt, lccy h5veve.rr, from oliy 066 I)ersuo fit thl's rok and usinr ps-4114w %jo I LP -C Mkfirt;&stl;mo at their duties we dv14w,,rsnO tit h firap-;rct to is curoyner, %,ho Lsg jh,� m-svim!% W"t case 5fttea dws kvc when &Intsrz !,;t OLA Oftits i o. ,kw days (pmjr0thar). r vp 61s, tyle- -,Zservice, tht IndustrV dnes a kt-.y njgt,-k to Lix � F WC-tlaav of c4swhomby the wkr hates tip aftej. waitI,L 111k 6 show, .1111 . rr of t -T -W. V1,20h, 0- "IV PV* f Of -9 0), bol w 10Nwafdt-d into Wgfb^- elmogo.d grid will mducetht- call 11. ,vv'o ' pww, Runti!ft, curfenvo LANG A bzsc VAUMe Of4SCO rolb Mr jrcxjt, lccy h5veve.rr, from oliy 066 I)ersuo fit thl's rok and usinr ps-4114w %jo I LP -C Mkfirt;&stl;mo at their duties we dv14w,,rsnO tit h firap-;rct to is curoyner, %,ho Lsg jh,� m-svim!% W"t case 5fttea dws kvc when &Intsrz !,;t OLA Oftits i o. ,kw days (pmjr0thar). r vp 61s, tyle- -,Zservice, tht IndustrV dnes a kt-.y njgt,-k to Lix � F WC-tlaav of c4swhomby the wkr hates tip aftej. waitI,L 111k 6 show, .1111 . rr of t -T -W. V1,20h, 0- "IV PV* f Of -9 AMENDMENT #3 Exhibit "A" Amendment #2 NOVi m1. 1, staterawlt of wovk SOL UTI a NS &0m 61,.k opproirb -.If j$tlwjtjgj iq CMU -*M fcr th ��- ca uf �ty. All of thue of be Vag, rq , bej, Ir f pa: sz flbl! 1; y d "MP a kP tho, cauef, ydW-w= te 6 low -A d W" eve W= hen VA Prv%dq tl,L- me as, a cwr at Wt OVE'r the extenir'J'A rohl w S-trvL--- layr-I wiumpumnt wha-F&V tip to bows, C,r aftewr,�,qjj m"Ml, tt4, can Woo k"W'4edwelrase to ks s rty s e ryka *qqV uffOOSEtylt* Cube With a PLb,,Il Stuff ibrme'larottdim . z tlftln 3 months, TRkq tht%,e caijp, pq tq Battard M-, f4�tlgttlf PQ tht CMtY lvlmme.-Man tiv� ftdrq, aA ion, I Vite. Taktftlan with .i . v.,qf t y.1a c4ken lflf4vfM4tk%4 Lbz44 `$ ark rao ta& time. This "'Makw' aeftV Is Lbe vintni. Com*e zFvq COOLit W04 of tht can vChm" Is WN &?,Pdce W4, ltwAl t 10014M 01"thil CID111441 tl.'- 2CCVt 69 Olu he he uw"s or Continue a* tv*h tk llk+arabandmi late). ff *Vse e\PfA A 45 tky " tinw to ao'd stam AMENDMENT O ctex n s 61 a �T, !V" . To Wayne Felix From Date Ott Date November 11, 2015 Exhibit "A" Lake Mary Office 45 Skyline Drive, Suite 1017 Lake Mary, FL 32746 City Governments (within Seminole County) have an internal process for supporting their MDTs (ruggedized computers) but would like a supplemental resource from Seminole County information Services (IS). IS awarded an RFP to Vitil Solutions in Oct 2014 to provide Service Desk and Desk Side support so Vitil will physically provide the resource under IS management. 1. In the event a hard -wired connection to the County network is requkred for some future addition or update, vehkles must tonne to County site (le. Fire Training Center or Fleet Futility) which LS closer than VRO Lake A9ary. 2. Truck schedule to be provided In advance to Vito In order to schedule a Tech to be on-site. '► = - r.... e Annual support price per MDT is $250 x 36 units = $9000, billed at the end of each month at $750. The scope and/or price of program can be updated as needed If circumstances change. • Using the standard quarterly maintenance schedule? Vitil will create a ticket for each vehicle and have a Teich at Fleet to update the MDT maps. • Command or other vehicles can have their MDT updated during a schedule fleet service. A Vita Tech will be at the 1st Floor training room or nearby conference room to take the device, update it and hand it back (requires approximately 15 min). gyp 1 of I Seminole County IS (Vitfl Initial triage • MDT assessment (wireless connectivity, hardwarediagnostic) and remediation. • Tiburon freezes or login issues or contacting the CAD Administrator at 665-5100 to request the message buffer les cleared. Warranty Return to vendor, track, receive MDT back and Implement Into service. Tiburon Install on any new PC or if hard drive was replaced (warranty). City to drop off the MDT at the Radio Sh2R with a note attached. Map updates • Sanford (15), Lan (6) and Lake for 36 MDTs Mary (6) to schedule trucks through the Viol's Lake Mary Office. • Oviedo (9) to schedule trucks through the large station (normal maintenance) and a Vitil tech will be onsite that day to update them as they corm thro 1. In the event a hard -wired connection to the County network is requkred for some future addition or update, vehkles must tonne to County site (le. Fire Training Center or Fleet Futility) which LS closer than VRO Lake A9ary. 2. Truck schedule to be provided In advance to Vito In order to schedule a Tech to be on-site. '► = - r.... e Annual support price per MDT is $250 x 36 units = $9000, billed at the end of each month at $750. The scope and/or price of program can be updated as needed If circumstances change. • Using the standard quarterly maintenance schedule? Vitil will create a ticket for each vehicle and have a Teich at Fleet to update the MDT maps. • Command or other vehicles can have their MDT updated during a schedule fleet service. A Vita Tech will be at the 1st Floor training room or nearby conference room to take the device, update it and hand it back (requires approximately 15 min). gyp 1 of I FA f &1A Z111 -K PRICE PROPOSAL PROJECT TITLE: RFP-602065-14/TLR — IS Service Desk & Desk Side Computer Support The fixed hourly rates for EOC Activation and Out of Scope work shall include all costs for work in place, including, but not limited to General Administrative Overhead, Fringe and benefits, Profit, Transportation of material to the project site, Tools and related items, Cost associated with company officers and staff. Annual Fixed Price / Computer Quantity Price/ Computer Extended Dollar Amount Approx. 1500 +/- Seminole County units 1500 $575.00 $862,500.00 Approx. 100 +/- Library Patron PC's or Kiosks 100 $250.00 $25,000.00 (To be used for cost evaluation) TOTAL: $575.00 $887,500.00 EOC Activation Rate I Blended Hourly Rate Technician: After hours rate: weekends, holidays, EOC Activation $75.00 OUT OF SCOPE Blended Hourly Rate Technician: Standard Business hours rate: 7:00 am — 5:00 pm, Mon -Fri $50.00 Technician: After hours rate: weekends, holidays) $75.00 Project Manager $100.00 ."!werrdr. er. #1 MVIX12015) Description County Owned Hardware as a PCs as per current Service PCs contract with Vitil All services as defined in RFP-602065-14/TLR for user $575.00 $572.50 technolggy phygicallylocated within Seminole County: Employees of Seminole County Government Employees of other public sector organizations that IS supports Library Patron PC/s or Kiosks $250.00 1 $247.50 J Pricing The base price is $4167.00 / month for a 12 month (fiscal year) commitment for up to 30 calls per hour with a <=10 second average talk time. This "baseline activity is the current service requirement and cost. With this baseline, Vitil will control the abandon rate to <=3% as a monthly average. If Vitil does not meet this requirement, Vitil will provide a credit proportion for the abandon calls within the baseline. However, if the baseline call volume is exceeded, Vitil will not provide a Credit for the abandon rate. If the increased call volume is sustained, Vitil will present the County with a price quote. It will be the option of the County to accept that quote or continue as -is (with the higher abandon rate). if the new quote is accepted, please expect a 45 day lead time for Vitil to add staff. AMENDMENT43 0 BVITIL c 0:1 .l110N,St Subject Public Safety: City MDT Support Propmal To Wayne Felix From Dale Ott Date November 11, 2015 Exhibit "13" Lake Mary Of Ice 4S Skyline Drive, Suite 1017 Lake Mary, FL 32746 City Governments (within Seminole County) have an internal process for supporting their MDTs (ruggedized computers) but would like a supplemental resource from Seminole County Information Services (IS). IS awarded an RFP to Vitil Solutions In Oct 2014 to provide Service Desk and Desk Side support so Vital will physically provide the resource under IS management. ActrWW city Seminole County IS ii) Initial triage • MDT assessment (wireless connectivity, hardware diagnostic) and remediation. Tlburon freezes or loin issues or contacting the CAD Administrator at 665-5100 to request the message buffer Is cleared. Warranty Return to vendor, track, receive MDT back and Implernent into service. Tiburon Install on any new PC or if hard drive was replaced (warranty). City to drop off the MDT at the Radio Shop with a note attached. Map updated • Sanford (15), Lo (6) and Lake for 36 MDTs Mary (6) to schedule trucks through the Vfflrs Lake Mary Office. a Oviedo (9) to schedule trucks through the large statiore (normal maintenance) and a Vitil tech will be onsite that day to update them as they came throe 1. in the event o hard 4Wred connection to the County network is r equired for some future addict n or update, vehicles must come to County site (le. Fire Training Center or Fleet Faeilhy) which is closer than Wil Lolce Mary. Z. Truck schedule to be provided In advanm to V&R In order to schedule a Tech tone on site City MDT SuRI&mental Support Pricing Annual support price per MDT Is $250 x 36 units = $9000, billed at the end of each month at $750. The scope and/or price of program can be updated as needed if circumstances change. .. �. nmJ ll . • Using the standard quarterly maintenance stheduie2J. Viol will create a ticket for each vehicle and have a Tech at Fleet to update the MDT maps. • Command or other vehicles can have their MDT updated during a schedule fleet service. A Vitfl Tech will be at the 19 Flocs• training room or nearby conference room to take the device, update it and hand It back (requires approximately 15 min). lige 1 of t SECOND AMENDMENT TO INFORMATION SERVICE DESK AND DESK -SIDE COMPUTER SUPPORT SERVICES AGREEMENT (RFP-602065-14/TLR) THIS SECOND AMENDMENT is made and entered into this -NIIIN 1 20 0 and is to that certain Agreement made and entered into on the lou' day of September, 2014, as amended on February 18, 2015, between VITIL SOLUTIONS, INC., address is Seminole County Services Building, 1101 East First Street Sanford, Florida 32771, ffgl�Mylwv 71 q -400 1 4 1 WHEREAS, the parties desire to amend the Agreement so as to add the External 311 Switchboard scope and increase VENDOR's compensation therefore, and to enable both parties to TITOSTIT-M, M11 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 amended by the addition of 311 switchboard services as described in new Exhibit A attached hereto. CERTIFIED COPY MARYANNE MORSE Clerk of Circuit Court and comptroller 8tMI 7OLdE COUNTY, l�FLQR IDA 117 DEPUTY CLERK Second Amendment to RFP-602065-14rFLR Page 1 of 3 2. Exhibit A of the Agreement is amended by the additional compensation to R 2 WH -01-61 � C�' WIT IN ZM: 1,M], Tol t ($4,167.00) per month for the increased services as described in Exhibit A attached hereto. 3. Except as herein modified, all terms and conditions of the Agreement shall remain in full force and effect for the term of the Agreement, as originally set forth in said Agreement. EMPT-19 Secretary VITIL SOLUMNS, INC. By: DALE OTr, President Date: Second Amendment to RFP-602065-14/TLR Page 2 of 3 For the use and reliance of Seminole County only. Approved as to form and legal su _ ency._ : ,, 5/19/15 6/8/15 1 PAUsersUgal Secretary CSB\P=hasing 2015\RFP-602065 2am.doc Attachments: Exhibit A — Statement of Work LM • ��tiiicz•�:�:a��; .tea Contracts Manager Date: G Date: &/ 1 J, As authorized for execution by the Board of County Commissioners at its JUME 9g0 20_1 , regular meeting. -'0-30 Second Amendment to RFP-602065-14/TLR Page 3 of 3 41WITIL SOLUTIONS To: Seminole County Government Information Services From: Dale Ott Date: June 8, 2015 - updated Seminole County Government offers a 311 phone number for Citizens to have a convenient way to remember how to contact the County for inquiries or reporting non -emergency issues. Prior to October 2014, this duty was staffed by the Customer Service Desk (CSD) team within the Information Services (IS) department. Since then, Barbara Robinson has been the primary person with some call overflow work being done by Tish and Heather (both in the IS group). However, Barbara is retiring at the end of April. The monthly call volume is about 6200 calls at a 7% abandon rate (excluding the Court system incident in October). The bulk of these callers typically request to be forwarded to a department which results in an average talk time of 10 seconds. This sets the baseline to answering . 5700 calls per month (as 7% were not answered): Switchboard Calls by Month Some phone numbers currently forwarded into 311 will be changed and this will reduce the call volume however we only have a month of data. Therefore we will stipulate a 20% reduction and quote this using a base volume of 4500 calls per month. Key issues today stem from only one person in this role and using people as backup who already have full-time duties as their duties are delayed and this has an impact to IS Customers who use their services. Worst case situations are when Barbara is out of the office for a few days (PTO or other). For this type of service, the industry defines a key metric to be the "call abandoned rate" which is the percentage of calls whereby the caller hangs up after waiting 20 seconds. This is shown in the last row of the graph. Page I of 2 EXHIBIT A 9826 7796 7390 5813 6274 6218 6181 6557 6274 6219 6560 6M 6= 4030 2000 79 -38 11 67 .92 66 79 36 54 56 0 March April Mby itm pity Atrtm Stp% Oct Fjcyv Dec ion Feb 2014 2011 R. V-.ndfed w, Abandcrad Wr Apr May Jun* Jul ' Aug * Sep &t Nov ORC 10. 1;.b:.,_ ;.b AV SM3 6,274 fA218 6,181 6$57 6,274 6,219 9XG 7,7% 7,00 6,5M (y 4e "doned M AM $11 467 492 AM 679 836 9_1O 566 599 701A cWts SM? 6,717, fy7l9 44�48 ?,'Mi 6.740 6,84 1494 8,637 8,734. 7,116 7,017 IAM A62ndonmte 5% 7% 9% 79 7% 7% IM 10% IM IM 896 9% ou Some phone numbers currently forwarded into 311 will be changed and this will reduce the call volume however we only have a month of data. Therefore we will stipulate a 20% reduction and quote this using a base volume of 4500 calls per month. Key issues today stem from only one person in this role and using people as backup who already have full-time duties as their duties are delayed and this has an impact to IS Customers who use their services. Worst case situations are when Barbara is out of the office for a few days (PTO or other). For this type of service, the industry defines a key metric to be the "call abandoned rate" which is the percentage of calls whereby the caller hangs up after waiting 20 seconds. This is shown in the last row of the graph. Page I of 2 EXHIBIT A OVITIL-----'^~`^^ of "°`'^k SQLUT|0MS Key Improvements from this Approach 1. Vitil will improve the resources for this role as it will beoffered as a contracted service— meaning that staffing ervice—meaningthato1affing issues, training and other are managed within Viti|and nolonger a concern for the County. 2. This role currently does not have documented procedures, service level agreement or service metrics. All ofthese will beimplemented bvViti|toprovide accountability. 3. There is currently plan to implement "Public Stuff," a CRM application for working with Citizens. This new endeavor will require Vitil to be a major stakeholder for this application with a reasonable possibility of Vitil needing to be the County designated subject matter expert. Vitilpropnses to have various different staff members observe and have Barbara train them where� ��n��m�rt��n�i311��xhem�r�.N�vNUo�v provide a��which' would include: 1. Aservice level commitment whereby mpto 30 calls per hour are answered within 20 seconds a. Ifthe caller hangs upafter 2Useconds, the call bcounted asanabandon 3. Staff coverage isprovided ifour primary person |anot available 9. Document the procedures into eknowledge base 4. Implement the "Public Stuff" application tolog any service e. Vid|may offer Service Cube with aPublic Stuff theme for other users S. Within 3 months, take these calls at the Vitil facility so the County may reclaim the space Barbara uses now. 6. During mnEOCactivation, aVitUTechnician with 311skills will bemade available towork onthe Citizen Information Line. The base price is $4167.00 /month for a12 month (fiscal year) commitment for uPto 30 calls per hour with <=1Osecond average talk time. This "baseUme"activity bthe current service requirement and With this baseline, Viti|will control the abandon rate t#<= 3% as amonthly average. IfViti|does not meet this requirement, Vitl|xvU provide acredit proportion for the abandon calls within the baseline. However, if the baseline call volume is exceeded, Viti|will not provide acredit for the abandon rate. if the increased call volume issustained, Viti|miUpresent the County with aprice quote. bwill bethe option of the County to accept that quote or continue as -is (with the higher abandon rate). Ifthe new quote isaccepted, please expect a45day lead time for Viti|toadd staff. Page unfo EXHIBIT A DESK -SIDE COMPUTER € tr t `li:...,, t'AGREEMENT THIS FIRST AMENDMENT is made and entered into this day of r + 20 and is to that certain Agreement made and entered into on the 101' 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. hereto. 1. Exhibit A of the Agreement is deleted and replaced by the new Exhibit A attached 2. Exhibit B of the Agreement is deleted and replaced by the new Exhibit B attached hyo' CERTIFIED COPY MAYANNE MORSE First Amendment to RFP-602065-14/TLR Cierk of Circuit Court and Comptroller Page 1 of 2 SEMINOLE COU y 1`�T�Y FLORIDA 11Y {..Yl tk1tk DEPRY CLERK pulp -13z in agpmzud. &==Y (CO RPMITESBAL) Ia mr k - ,,, 41 �I'll t " 1, 1� i ii -, 4 '114t! Att V *04' FF, , wt 1 ins inns I P.Vmftj*O S=ttwy Mgftdaft 20IMP-MMS tamdw Aftachments: Exbibit A — Scope of Services ExInNt B — Rate Schedule :1 jil:i: 11 1 VML 5. Ads, Ric, B DAU OW, ProWant SEMINOLE COUNTY, FLORWA - 'Alfk-� . 4 A - d3qq- /9 Fiat Amend to RFP-602065-14friR Page 2 of 2 EAHBIT "A" fth I SENIERRAL INAAR - tm'll*F OF I -ME- RVF*�Fvri cc'mair b kvv veadc's to pm%ide stvivrtoj Dtlsk &;do MNI'm"Or vlriv? -;arvT;m fir thy? Tle vendar wAl piv*.Ja Pr , Ob W ern, epi "mrzagcmmt sm.'Zr-E. L'I wkflt,-'m, eroder vAl pvMda Of'-sl.4 fir --Id �Iipiart am k"49kvf kv Sam, lmpie Co"'"y Emplw'.4ml Uui'W!�Imad %Zk=!p3 � tappmulbwvAjIX-0 and Im-tv, devocru vhmt thyu-jalvow'. C�Mrsty. Amw sawnes mw-� k- 's rr? � w"baWee tesm InTumm" 14.6�Mmw � mjtivktat 031 ml pak-,Signlw Wmrant M%mAwn S;Ivkw uapmtnimr. V4 th-, -wilplvmv, O -C seillinale caumv aA A bmi ipicrimm -ajarv1,:,s m�id S,4;mkmIc Covary hlfw.=3W,--j $--mdr,m Lear'� desire.: 1kborotiva envulronn! enct w,,%hln ice. -, i;bunh.,. whe-roy Dibw kxsl umemmemb fmd malflur-AWN wil parwpatz- In fa shajw servim" ZA C-51CRA-1 UVf DRMAMON .1 Sgihw n " Data b. V 021 prowde a cumumf Ir mznftw::Tn ic"I",A)l ;dhwgOmRt 9W, rm IM su-ppwt Qt. the St�mc* Dwk Irl Ttchnk-j S�rvlmz fmnzJpvr. EWMP�f�� 1-1 lnfamwthn Tochcolqwe WnsWuMte Lkxjirl IML01 -n- Van wlii he kn4;-.vk-JjEcmLTv 6' anr: ost, 311 ITU -?3 seM,sup pvt mccassas :i_r direcked ingy It'. I Mjimn tall !emcm is Im"q-,AV, but; 10 riot OWM4 ,,;I Inck6rttv 1ts4exc zm-j :1m,viam M-,m%z,4mua1. mstlff, 1, Ir. *.Tw. zAl ".) 4 * �a MA, � 15 av;ki We n, 14 th L, W :!.:, st-- VIM Cv:0-ima M amgamew, heVvtdrv��P I L-2 �i Ad upe tA I ijixl� ser-ke dtht ScMce. Cat a log req :j h X,.; aUiact in VtA u"111 WUM sr- n, 4 fmni YO-vpprvml Is reulrad l_t°mhaSLqF, thvt 6,mimenLs, 2A Pro!eM 6-1 p- Yvn&T k rwriGnSP.r Pmjet hovirizigwmnt IP rc.frsr& to b�%ta "elt reUOLez, riev" vppkzti--D&, ipp'lmAk-r,. vpd4tes and Ct'vy n-41u�a 4.0 PC& A-0 naimix"lu'v &-mvIcE m-sw Frau) 3.1 Aet,:imated Call Phb,".Vva M) %mom m. 7hWJmec-.mvr. pmWt mA-uluvmod 09H Weatm—dan (ACD) h mpmt%. 4i1m dammi mpoft& A miW=Lv of mpor,4 CrysWI (atMr) rmMnlre melhe* may be used, bUt a- .pW;. Idh- ml Fou , caj*s ravA hn m -a& sw3lbble to couay Mmmotbn sardkes. b, 7be v6odo- mmi be Libli., to ln%grA� with Smakoh Cmndw. at U1 pmcam-iL S. Samim Dad a. Ten SID h thm ft -t pWaa of cantad for 41 -.cdmu1*y ra4m-Az, vutwM quagbk-, nev", camim, bbvl-vp MW Opumv Infimmotbn ' ` sCOUBW Efflviv�m nnm be aw- tv Orm � utf-mmm opdm as vmm m ON @r amm the vamdo: Te6flP:,M Sex" Dwlt� A zsrvk.� V,4-rj fzr imcd counw 04 r "Ovaul (ROMICL re La �st, chang& or IndLerm). h. TkIdt 7WW 1. ITIVA3 mump-%nm dh6quhhu ttkat types SAS RawjW A OaW Asqvu-t An InddPat ,L AJI inmnift mqu"tz 9mi as zervire ttq. U &-t! mqqm'sl v.x.qmhw vaAng or tt.morftluira a day1m, ft b conakWed a ch,3nze rLweOL If thru mvint h to rep;fr ,n evu-je. Of mmir�, k k ru"xidme on jacwt-nt. 0 E.Y.HIBIT lk" innt MORIPMOIA F W .1 I. 7he Yandtw will awie 4nd dm=wnt the Inddhmi ; = ba -sed upan ML beat jji,mAes. IUPM Cquaw 10%inwlina si-anlm,^4 M-ppi-v"I, the Van&r wili consistanik.. Pvyda IncI&M V -"Ow -w ;zI-!wvk.uesm incidauts a� ChMVL- thesew.m CiCnrz a(MLI i'Ofte Venda,' Inff V-;Tf e" to if, coMty iniarmaaoa semcves U rim Miarga:ntni ni-sctlnZ� M5 paWks qnRbf zwoulaacq WhYll support for PC Miathed! MR's MFIJ all twomr RuPw %mogensant (111L) I. An M pohNn Is declaffed wban an ProTacMd vuta5e tr-,Altes nurnt-mus cwtomet Incid-,ws for the swant imut Jose global Was hi % 75L IMMMI. 9W Sm communket1was from the Vp-ndar 7000ogy Senke ENA vto Oym*y Inim-,at kKi Serilm wW thex C=4 mtorner hm ars mqLdmd. R FOW d pm!Y°-,nz, tic Vendor %12 MIxt awl Mar Raw Wre AnwQxt Pici f Liza date. a`ir Is dmz, a JonSwIth Inc., dem rn.poiN will �4- an? to kbwr.y smms tMt simid tte evakated fu., chronic Isms, cause ami e4ad znal;s nj cn, Imsfficatin s to -.11MIAPte tb* root ft BW=Mt h5vas fur:. RL TM Venda w% peitidpfte )n any County DopsnmMl ,-nd h* n'iticalAte OLN hapW of the gUMMIMI averts to 420filmn a.-duvw- V-9 9= I MNA AMEND7ENT.4fl AMEND' JFAT 41 EXHIS12,14,01k" .J, Ftir Effiarpncy serulm twc-irL,5 or ir, the TO will w.tertim and ImmetRat* call the deaWnr-L-d s,,!7,,pvA pLmin. In *�; ram, v -m that Vns dmizimWao., cqr!�Dtljl� P-,�Ckt�t t1he TSD "A" Wma their mr.0gurma" L PHoMV annts mcpIrs the TSO tj mract ft �,f&asr &.- Tachnidan i -,f ft- queuc osstmd tv aWnw. the ksue. If thLy Fve w mndL§y milable, the Se -vice NA outbwnd =11 Is emblmd to their Manapy. u. cwnW Inbrmatian Saivkw mAH pmvbe the Vandaram escaludw mat'im thm vAg be rmhd@IW and updMe rmanthly �pv CuuMY sUff. M ayt II8i $8 uer ffoup wlch rk *tkmcmm4wae!to j;m41, —aWu !fth Am I nrldt mar m0ge 0—,Air, mn id%;R—vz1 ;; a,i fWk--i d-Rken _v uy Camy em or ckkml Lai tm *w st�ndmrd 3n wWwal w a krs of nrAmton �4nla-vftw bvlzihiem sch-mi;uFly—i A for m -W hm"U� chmr. PZ.ct p .J, Ftir Effiarpncy serulm twc-irL,5 or ir, the TO will w.tertim and ImmetRat* call the deaWnr-L-d s,,!7,,pvA pLmin. In *�; ram, v -m that Vns dmizimWao., cqr!�Dtljl� P-,�Ckt�t t1he TSD "A" Wma their mr.0gurma" L PHoMV annts mcpIrs the TSO tj mract ft �,f&asr &.- Tachnidan i -,f ft- queuc osstmd tv aWnw. the ksue. If thLy Fve w mndL§y milable, the Se -vice NA outbwnd =11 Is emblmd to their Manapy. u. cwnW Inbrmatian Saivkw mAH pmvbe the Vandaram escaludw mat'im thm vAg be rmhd@IW and updMe rmanthly �pv CuuMY sUff. M IMIGMIMEM, EX"HIPIly IYV 4XITIECINMUL SIMPINZENS Is mq.,I-z4 tj, wnovc.� (a�- %iLmson tru_go, . ;,,) badvound vieeks on zn mif 6#20z to Ih-- �:Yv- The n rtftmz the r-, 47" 'if miuftj i FhAd Ter,,%rdWt,,nc — WaIMPM 'Al-indroAm, lcvvl %I62h are CompTIA A+ MMS wMig i6v rvy SW to mj!ffl tEt-. Enven,&Wxy tea eratbns O-vftr FlOrldr, PePa.-IMEnt Of Ow Eaftnterenes Ceinlaril Justit-, Vandor VeM be &quOmd to coyidict (r, yvnCvr. to m. ;Q) , t, _ tmlrft vech,.ftm. Servita Dwk Tedqokknz a HWI Suppon CenteAnMW Of one 9LOW that U Wlla—tk�th .3pVrq cMev cwffisd as cm, grztem in p=�W, HS agd &-Mke gppArAtIo44pKkflze& VeMor V41 Rho com ft to havMG-tel MMhW clonu'-wuk, wl'ar,c-teftt t4M MkMMft App -V vMn am yew of cw&.vt at= dabn Verdv MM VW. seu 00 fr%Mlh a MftMuA Ni rtmr sbtus for ft tam of the mub-@d. 0 &JESQL, IVIEW ExwrTw parlpharab that ani he P-Mrhad to thea cad pokfi Oxike. Tb re typkal smno. Wisinam card ri-vadt-M, -'M lui Is for r.,.xntu'6r-Ifw, Cwjflt� llfghvffirKan Senvlom r.. }i tn.i &Tq? rtx-=;:AaVnfl IJ r -q 8fiAffi0nRw;!. ti e. A fbdna d ciumat Cwrity bmlm�m L Tht comfms C,*6.,pftm'g AszszU Wch facal yeac. oa,4a �ftwt ea,W w. tt-,- ��nuj-t(, �fiij V-,,ndw vAN jAr4W.%p lmtoz�, ,Miom, wonhw4 !cpv,prijter4 nn6 paepharsiL., -md pi'LAlla I v,11fti mpad ti� ao V.-Ablan 45 *vs'sxlm'qns mW Items. In �"'Mftivso' the V'�.Xbrw 0 bc-- re-4almd to Flcmmpany the Pjmhrzlnr, OW Nomrwnent -FLNaO Pauts caorftm= o,-1 Y-VOr'Bod7ts oras LaRinspMon send = F- air sudou-c-7twv. 45 PC Imige .I* Venex �vl.,K er"vl pr bivps V13 Cm (SCCm).Tlw Vt--tw-'ormxa be certitw and with Mkm;oft SMA. All trap; ind t*sis 2r-- to be, approved by Ccamty kftr,jjat:a;j S,mftes sys"vil i i i prlo- to being PJ�gstj to vrt�,a 014vimmant. 0 EXHISD, IAO 'S _0 MANASEMENT SERVICt- N.A, %fewfor 't,119 ivmldm cm senj= yrr-,*,IasLr the!' TAE nti;t�- i% m2aIM3. Th Is ujoblk.�, lsoa S haFdap! -,t 920 v The ;w.,pm2 el the Ir, to sA-Idrew r, Depkninte. m4!a.zLiffix-a Rem, MW3, WO.'It tc,,S-g pwform-i-mm pme.,le m,�W pmjsm 1piplilvement Lt. The kvaf m1w!mpr vl.l m;ponslble gnd �pedad MTepr;-,40M the T,QckA-F,ml -Acu 19, . md Fad Usff cwtluhn tonv'romment Im tlTas-� a 'me vo ,ear is r --,,air t t a f,-A!cndlv,jrrIMI'mm, st'Aff"Ing h-vel's. 'Im mirtmum L-jJ mw�.Mfickmt tO Pifte, SILIL i,74dv*m1S�-m&o Dw!,; - Tz(3) 11. Tgml i PL -a I Sup Staff !17,4,(Ahjj - Thr n t, rE 4.!. --h@ Varld!Q;r vAl cof.mmk to oJefloz prad amduding awl Int-14rvisty qtr ap, C-mr.'em to apy C-Qtf;2;glL Saffiftib 0-oMy stvff fti We bft dlsp%r,,%l by thh &,�Mmam- The Y�,ndar mm wvj& in vating my emommm kaam of inn at to do ao famttw(14� by ,n d. -Vs pftF to the Siank*h CmMy ampbyeu Wginaftj czapkWmvv the A PMJAWk9 fiMvda_� rWill be IMPM-ud AWN tip V&MCAme-mat any SLA raquimments. Tba pemkf vA be ted In the fiftmag mmw. a. e dbm& - Face tc fte wouUng omte with &=lna6 Comy lnfi3muem .U.rvkw badambip teem. Am.-mc*e plan of sMundwt-bMd sad a nxA mum amh;sh wirfamed to undwMnd Wil' the SLA N irmt in compowm. h - F-im tD f1m alleding Oftlike with SmIlhafo county wmmatim SwvkWs kaftrihip tt�am. A 5% ; mducakm In tho m=** tanum no wol L Wqvm6 on '.he ti m t ftwolm. The mdvcOm v4 reaushe in tM,d Umm the kr%McF demastram dwriph"m W� theswt% r. 3"j @fftrxe ® Faim too fm, mteft YA%h Sal mb County f3e, aiie Manapm Offim A W. mducTlan lh TM malbly emmml mae vAU W ImpasM an the nm -t ormvhly Imalca. lb,r Vmida., wM have 30 dap to obtain camplWm. Shmild the Vendw nit mm mniftno WNWn 30 dop, an 6sk notice vf aamcampLmm- with the vmWam will be makd to the Vendor Inkmling *-em VivIL tho CbunTV vAll, La canmEng ft Ov fm mv. The Vemlor wM h -,v!2 45 !1a start lfmshlonlrC kmiftdge MIA dato bm'k. to the GO;") MY. 4, qm�nchx I renAhs w-111 t9t, ai6d SO dns aft- coilmnl- av,ei,m will be c9v?I*t--d wn aa zongohig ij�. Usrefbm, pnor vilvanttm W AMENDN)ENT 4le'l W&WHim vAlk nc�,l hi� mmovad foom wrwsldiu*al=, FimnOM pviuo'M� da ma IRM --el th lln", Ccufftle'-s- Jm- Gh Mum 5v vw illi"'emb-i'l Un&cr whIs sco^ Limlrw4 CounW, may Wu.-Ist fi'�, ft --, ;"jt we d -ft-, M7* gn was =i ftv thaft 011 Lid"Slon co, atr�vvlfr.% b ha emp=taon "Au I.Y.m. f the vortdc- to pmidus rmulity STErAuTT E? to cminiv v'siomma Aa was mk#da tk full C= af 7 C-uppmW dr -F . Tha vam am cnw'.L'*�Liaiv of dime n"""um-alk wiz' be n�gmUM'ed P"& 10 AMENDMENT 01 Ulardvv,are as a SenAce to reWtal program) - Ant en1 OV' 11L "011 !i I )':,,s Hardware as a Service proAdes the uFe of an IS approved PC under a monthly rental in lieu of the I7r Pk LZ - 4�7 -.1 - & pool, 3) refresh when the hardware becomes outdated or 4) IS deems the unit is no longer amptable for a specific use. VRII provides these repairs, decommissioning and/or replacing the hardware and proper recyding. III i,ir 11111J, IIIIIIII!1I t' t;k11! I Jill liiii I f III III III, liliq �! TRIMMIT111 , 1111 m G p xj'l Page 1 of 3 MENU 'T If wi -41 vv -a tt-e as, a Service (a mertrfl proggam) - Amendmit;nt.41 ONITIL M=1-11 MR(WIR �WA-11 MI * In the event the County ,r .dgIs reduced, the County has the option to continue using the unit between months 49 and 60 at a 25% discount, At month 61, if the County chowes, Vitil will transfer the ownership of the unit at zero cost. AMENDMENT#1 3 Har wareas aScrnla,; (# rental pria,-Uam- niel 1111 IF! I g!!j Rdereme Informefflon This program Is In response to Seminole County RFP -602065-14/TLR, Part 1, SCOPE OF SERVICES, secUon 6.0. 6.D Future Optional Servke Offering Page 3 of 3 Amendment #1 —! 1 W- .1 it Y E I1 li�Cd,�..yfll'f d�_ccFd ,, � .:. .� �; t.. .�'.':k, �sr• `. # -° .rg ..' . ;.: :� . � #� , , a ^fisc.' . .:�.,► n � � i, ,.. „� ��a " 3} t 'v A Praft Tr2nzpatWon of maWW to Me pralad sft. Tools and Wded RMS, C49 a.;xOC :u"d I=6S WHEREOF, PROPOSER has lummio wmx*d Wa FORM this day of i. t (S INFORMATION SERVICE DESK AND DESK -SIDE COMPUTER SUPPORT SERVICES AGREEMENT (RFP-602465-14fTLR) THIS AGREEMENT is dated as of the a day of SLP1'013ZO�, 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; MM 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 (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 staif/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-602065-14/TLR) Page 2 of 18 (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 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-602065-14/TLR) 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 this 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 duality of services finmished 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 COUNTY 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 Ser% ice Desk and Desk -Side Computer Support Services (RFP -602065-14/ TLR) Page 4 of 18 (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: otherwise; and (1) immediately discontinue all services affected unless the notice directs (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 (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-602465-14JTLR) 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 fall, amount of such fee, commission, percentage, gift or consideration. Information Service Desk and Desk -Side Computer Support Services (RFP-602065-141TLR) 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. (a) General. VENDOR shall, at its own cost, procure insurance required under this Section. (1) VENDOR shall furnish COUNTY with a Certificate of Insurance on 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-602065-14/TLR.) 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 COUN'T'Y 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-602065-14/TI-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% I'LR) 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 Liability Insurance. 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 Each Occurrence Bodily $1,000,000.00 Injury and Property Damage Liability Combined (d) CovgrWc. 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-602065-14,'TLR) 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-602065-14/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) keep 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 Information Service Desk and Desk -Side Computer Support Services (RFP-602065-14fFLR) Page 15 of 18 {c) Failure to comply with this Section shall be deemed a material breach of 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-602065-14fFLR) Page 16 of 18 For COUNTY: Seminole County Information Services Department 1101 East First Street Sanford, Florida 32771 N_ 1 1310 Zit -M 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-602065-14MR) Page 17 of 18 (c) Pursuant to Section 216,347, Florida Statutes, VENDOR hereby agrees that monies received from COUNTY pursuant to this Agreement will not be used for the purpose of lobbying the Legislature or any other State or Federal agency. IN WITNESS WHEREOF, the parties hereto have made and executed this Agreement for the purposes stated herein. ATTEST: Secretary (CORPORATE SEAL) Forthe use and reliance County only. Approved as to form and F.WMW.j*V SweWy CS"wdwdns 20MM-W2065Aw Attachments: Exhibit A — Scope of Services Exhibit B — Compensation Schedule VITIL SOLUTIONS, INC. '7 - By DALE OTT, President Ywe Date: U -n RAY HOOPMQ . and Contracts As authorised for execution by the Board of Seminole of County Commissioners at its 20_1�, regular meeting. Item #A-1225-14 Information Service Desk and Desk Side Computer Support Services (RFP-602065-14,TLR) Page 18 of 18 EXHIBIT "N' Ea _rt I GE "I, E 1�4__ VVEOWMIMON - SCOPE OF SERVICES Seminole County is requesting proposals from, qualified vendors to provide Service Desk and Desk side computer support services for the Information Services Department. The successful vendor will provide Information Technology Leadership for Service Desk, Incident, Problem, Configuration and Project Management services. In addition, the vendor will provide on-site field support and logistical resources for approximately 1,200 Seminole County Employees and supported agencies that comprise approximately 1,500 end user devices that are decentralized throughout Seminole County. These services must be accomplished as an embedded team (Business Collaborator) within the Information Services Department that can appropriately and professionally represent the Information Services Department to the employees of Seminole County and all local government agencies and municipalities. Seminole County Information Services Leadership desires to create a collaborative environment within Seminole County whereby other local governments and municipalities may participate in a Shared Services Model. It is critical that the vendor provide a technically qualified and well managed staff which is led by a senior level individual who will serve as a contracted part of the Information Services Management team. �A'11101,111;1 11111'�"ilf , � 91 , , " 1. _1 2.1 Software and Data a. Vendor shall provide a Customer Relationship Management (CRM)/ Asset and Work Management system In support of the Service Desk and Technical Services functions. L The CRM application and Work Management system will be utilized by the entire County Information Services Department and must conform to ITIL V3 Compliance Standards. ii. Vendor will be required to train and educate County Information Services Department staff on the features, functionality, and service processes applicable to County staff. iii. The CRM application will provide at a minimum the following functionality: Service Request, Incident Management, Change Management, SLA tracking and reporting, Self Service Portal, Knowledge Management, Asset Management, Software License Management, and full access for reporting using SQL Reporting Services or similar report writing capabilities. b. Regardless of the system used In support of the Service Desk and Technical Services Functions, access to all knowledge and data created, discovered, documented, and performance metrics contained therein shall be accessible to designated County staff. c. Upon contract expiration or termination the Vendor shall export all knowledge and data created, discovered, documented and used in support of Seminole County. The export shall be in a common data format and not proprietary to the application. The Vendor will In coordination and collaboration with the Seminole County Information Services Department help in the process of exporting and importing the data in the event this clause Is required. 2.2 Information Technology Infrastructure Library (ITIL) a. The Vendor will be knowledgeable of and support all ITIL v3 service support processes as directed by Seminole County Information Services. These include, but are not limited to Change, Incident, Release and Problem Management. ITIL v3 certification is required for vendor management staff. 1. Information on ITIL is available at the following sites: • http-//www.itil-officialsite.com/home/home. asp (official site) • http:/Iwww.itil-itsm-world.com/ 2.3 Service Catalog Management a. The Vendor will be responsible for developing, maintaining, and updating a Service Catalog for all County departments annually. The development of the Service Catalog requires extracting the unit counts and pricing from various data sources. CIO approval is required before releasing these documents. 2.4 Project Management a. Vendor is responsible for Project Management in regards to beta test rollouts, new applications, application updates and new peripheral implementations as they relate to PC's. 3.1 Automated Call Distribution (ACD) System a. The Vendor must provide an Automated Call Distribution (ACD) system which Is capable of on demand reporting. A combination of reports, Crystal (other) reporting methods may be used, but report methods, calculations and source codes must be made available to County Information Services. b. The Vendor must be able to integrate with Seminole Counties current 311 processes. 3.2 Service Desk a. The SD is the first point of contact for all technology requests, outages, questions, new services, follow-ups and County Information Services notifications and communications. County Employees must be able to utilize a self-service option as well as call or email the Vendor Technical Service Desk. A service ticket is created for each County customer event (service request, change or incident). b. Ticket Types I. ITIL v3 compliance distinguishes ticket types as: • A Service Request • A Change Request • An Incident fl. All incoming requests start as service requests. If the request requires moving or reconfiguring a device, it is considered a change request. If the request is to repair an outage of expected services, it Is considered an incident. F, c. Incident Management (ITIL) I. The Vendor will create and document the Incident process based upon ITIL best practices. Upon County Information Services approval, the Vendor will consistently provide Incident Management workflow for all service requests, incidents and change requests submitted to the Service Desk. d. Change and Release Management (ITIL) L The Vendor staff will participate in County Information Services Change and Release Management meetings to provide quality assurance, technical support for PC related items and all customer communications. e. Problem Management (ITIL) L An ITIL problem is declared when an unexpected outage creates numerous customer incidents for the same issue (see global issues in the TSD section). Real time communications from the Vendor Technology Service Desk to County Information Services and the County customer base are required. ii. For all declared problems, the Vendor will collect and enter Root Cause Analysis (RCA) forms into a database. This data, along with incident reports will be analyzed to identify areas that should be evaluated for chronic issues, cause and effect analysis and cost justifications to eliminate the root cause of the significant issues found. iii. The Vendor will participate in any County Departmental discussions and help articulate the impact of the problem events to define a solution. f. Customer Satisfaction 1. With each service event, the Vendor will issue a ticket closure notification email that includes a survey link. The Vendor will provide a monthly satisfaction survey report to the CIO for analysis. ii. Customer satisfaction issues can arise and the Vendor is responsible to initiate a meeting and determine the root cause. The Vendor can either resolve the matter or bring in the appropriate County Information Services staff to develop a resolution. g. Hours of Operation 24 X 7 Coverage L A Vendor Technical Service Desk Technician and their backups must be available 24 hours per day 7 days per week to receive after hours requests. These are for mission critical functions whereby calls cannot be missed or delayed. ii. A weekly list is managed and published by the Vendor Technical Service Desk that shows who is covering each function within County information Services, their contact information and their backup. Service Desk On -Site Support Standard 7:OOam — 5:00pm Mon -Fri 7:00am — 5:00pm Mon -Fri Excludes holidays and ECIC Email requests may be activations submitted at anytime After Hours Call is routed to a voicemail Available for emergency and relayed to the on-call outages only person(s). 24 X 7 Coverage L A Vendor Technical Service Desk Technician and their backups must be available 24 hours per day 7 days per week to receive after hours requests. These are for mission critical functions whereby calls cannot be missed or delayed. ii. A weekly list is managed and published by the Vendor Technical Service Desk that shows who is covering each function within County information Services, their contact information and their backup. NON11--lb iii. The on-call Vendor Technical Service Desk (TSD) staff will take all after hour's calls, create the ticket in the CRM system, resolve the issue themselves or contact the appropriate on-call resource. The TO Technician must ensure the situation is resolved by communicating with the customer and the assigned resource. iv. A Microsoft Certified Desktop Support Technician (MCDST) must be available during off hours to support (on site if necessary) and resolve emergency and high priority requests. Response and resolution times are listed below. Service Levels L The TSD must meet or exceed the following service levels. The Vendor is required to gather, track and report quarterly metrics that demonstrate the following: Description Metric/8 ec#kotion Compliance TSD Answer Time <=60 seconds >=95% Email Response <=4 hours (Business Hours) >=95% Calls Answered/Abandoned Quantity of each >=99% / <=1% Correct request routing Quantity of routings >=99% First call resolution FCR possible tickets only (not for all tickets) >=85% Proper escalation to IS When required >=99% j. Priority Definitions i. Each incident ticket is assigned a priority which provides the following response and resolutions commitment. Every known request type is defined and documented in the call routing matrix. PriorityPdority Response* Resolution* S Emergency 10 min 4 hours >95% High 30 min 8 hours >95% Standard 2 hours 24 hours >90% Scheduled 2 hours 40 hours >90% Project 2 hours TBD I >90% *Business Hours (Exception After Hours Emergendes 4 EXHIBIT "A" Priority Definition Emergency Major loss of a mission critical system or service, loss of access to a customer group which performs work critical to the county. High An Incident or outage affecting an individual or a loss of service affecting any County employee or critical business functions Standard An incident affecting an individual or a loss of service on non-critical business functions. Scheduled A scheduled request for new installs, changes, moves or upgrades. Project Service request for a project that will exceed two (2) weeks to complete. fl. For Emergency service events or outages, the TSD will enter the ticket and immediately call the designated support person. in the rare case that the designated person cannot be reached, the TSD will contact their management. k. Information Services Escalations I. Priority events require the TSD to contact the Engineer or Technician of the queue assigned to address the issue. if they are not readily available, the Service Desk outbound call is escalated to their Manager. ii. County Information Services will provide the Vendor an escalation matrix that will be maintained and updated monthly by County staff. 1. County Employee Escalations L County employees (customers) may escalate a ticket if they have concerns about its timely completion or are dissatisfied with their services to date on the ticket. The customer can call in or email In the escalation to the service desk. The Vendor must look up the ticket, evaluate if the situation is out of compliance and work with the customer to achieve an acceptable outcome. m. Global Issues I. When a significant outage or event occurs that can Impact many users, all subsequent customer events must be connected to a global issue in the CRM system. This situation also requires a selection of actions with regard to management escalation, customer notification methods and Vendor TSD staff communications until the issue is resolved. ii. Depending on the degree of the outage, the TO phone greeting may also be changed to provide status and repair ETA information. When applicable and possible an email notification may also be sent to those potentially impacted by the outage. Ill. When a global issue is resolved, County Information Services is required to complete an internal RCA report in coordination with the Vendor Technical Services Staff that defines what caused the problem, quantifies the impact of the outage and provides recommendations for avoiding the problem in the -future (see Problem Management). 1 *4 La I I Q 1"i 4.1 Microsoft Certified Desktop Support Technicians (MCDST) a. Vendor is required to conduct (at Vendors expense) background checks on all staff assigned to the Seminole County account. The Vendor is required to provide copies of the background checks to the County. The County reserves the right of refusal on any Vendor employee. The following certifications are required: Field Technicians — * Microsoft Certified Desktop Support Technician (MCDST) Minimum Windows 7. Will be required to obtain next OS level within one (1) year of updated examination release. * Hewlett Packard (HP) Authorized Service Provider Warranty Repair * CompTIA A+ ® CompTIA Networking+ * Applicable NIMS training for any staff that will activate with the Emergency Operations Center (EOC) ® Florida Department of Law Enforcement's Criminal Justice Information Services (C.IIS) certification * Vendor will be required to conduct (at Vendors expense) Vendor Employee training courses for Sexual Harassment, Diversity and Customer Service Techniques. Service Desk Technicians — • HDI Support Center Analyst • Annual Customer Service Training Vendor will provide a minimum of one staff that is Microsoft System Center Configuration Manager (SCCM) certified and competent in packaging and deploying application packages. Vendor will also commit to having.a minimum of one staff fully competent with Microsoft App -V within one year of contract start date. Vendor must possess and retain a Microsoft Partner status for the term of the contract. 4.2 Supported PC/ End point Configurations a. The standard County PC configuration includes Microsoft Windows OS, Microsoft Office, Microsoft Forefront Endpoint Protection, and multiple applications that are certified to work on the County's standard PC. b. The vendor will support the applications that are installed and are included within the County PC standard. c. The vendor will support Apple, Android and Windows based mobile devices (tablets, cell phones). d. The vendor will support Library end point devices that are utilized by Citizens for reserving books, paying fines, etc. The current application Is Envisionware however, the Vendor will be required to coordinate with Information Services and Seminole County Library Services during the course of this contract to find a suitable replacement if deemed necessary. e. It Is the purpose of this scope to ensure the entire end user environment is expected to be supported as part of these services. The end user environment will include all A EXHIBIT "N' peripherals that may be attached to the end point device. These are typical IT peripherals, scanner, business card readers, etc. 4.3 Inventory a. The Vendor is the assigned custodian for computers and monitors deployed throughout the County and is responsible for maintaining County Information Services defined controls for recording, tracking and reconciliation of PCs and monitors. Exhibit A provides a comprehensive listing of current County locations. This list may not be all inclusive due to County business needs. b. The County's Capital Assets Management department conducts audits each fiscal year. From the start date of the contract, the Vendor will physically locate all PC's, phones, monitors, legacy printers, and peripherals and provide a written report to the CIO within 45 days showing located and non -located items. In addition, the Vendor will be required to accompany the Purchasing and Procurement Fixed Assets Coordinator on yearly audits of all Information Services Fixed Assets audit/inventory. 4.4 Annual Refresh and Deployments a. County Information Services will purchase 400+ PC's and tablets each year and ship them to the Vendor's staging facility. The Vendor will provide packing lists to County IS Asset Management and coordinate applying the asset tags with County IS Asset management. b. The Vendor will be responsible for coordinating the refresh program. This will include all imaging, application installations, and physical installation at the client's site. The County is currently refreshing approximately 100-125 PCs/Laptops each quarter. 4.5 Staging Facility a. The Vendor must provide a secured, dedicated storage and work area to stage and image all PCs. (Within 45 days of contract signing.) 1. This will not be a County -owned facility or work area. Vendor is required to maintain County assets (workstations, laptops, etc.) in like condition when under Vendor's custody. ii. This includes storing assets in a secure and climate controlled facility. iii. The facility may not be located in a flood zone. iv. The facility must be located within a 20 mile radius of 1101 E. Vt St, Sanford Florida. v. The facility climate control must be air conditioned and have a maximum internal temperature of no more than 76 degrees during normal business hours. vi. The County reserves the right to inspect and retains a right of refusal of the Vendors facility. Should the vendor have the facility available prior to Contract award, County Information Services staff will conduct a site Visit of the facility. b. Vendor facilities used to receive, store, configure, repair, stage or dispose of county assets shall be accessible to County staff during normal business hours or immediately upon the declaration of an emergency by the County Emergency Operations Chief. Disposal of current County property must comply with County surplus procedures. c. Vendor shall maintain adequate property loss insurance to fully cover the full replacement value of assets in its custody. 7 4.6 PC Image Management a. The Vendor will create and manage PC images via Microsoft System Center Configuration Manager (SCCM). The Vendor must be certified and knowledgeable with Microsoft SCCM. All images and tasks are to be approved by County Information Services System Administrators prior to being released to the County's production environment. 4.7 Microsoft Updates/Patch Testing a. Each month the Vendor will evaluate Microsoft patch releases and coordinate with County Information Services to obtain approval prior to Vendor installation in the production application. b. The Vendor will be responsible for producing a quarterly patch report that demonstrates the percent of workstations not in patch compliance, and a remediation plan to bring those systems into compliance. c. The Vendor will be required to meet the following patch metrics. i. Within 180 days of contract start 95% or greater of all PCs meet patch compliance. ii. Within 365 days of contract start 98% or greater of all PCs meet patch compliance. iii. By end of Quarter 1 of year 2 of the contract, 99% or greater of all PC's must meet or exceed patch compliance. iv. Should Seminole County currently exceed any of these measures, the Vendor will be required to maintain current compliance rates. 4.8 Emergency Operations Center (EOC) Activations a. The Vendor will provide two (2) MCDST`s during EOC activations. The EOC could be activated several days prior to an event and could be activated for several days during and after an event. Training and preparation is required for the support of EOC activations. Vendor must ensure the two EOC staff are in full compliance and trained in accordance with the FEMA DIMS certification. Vendor must bill for EOC activations at a standard hourly rate which is to be specified in the response and should not be included in the standard contract rate. 4.9 Board of County Commission Meetings and Work Sessions a. The Vendor must provide onsite support for all Board of County Commission Meetings and work sessions. These meetings are held on average twice monthly at 1101 E. 15t St. Sanford Florida. The onsite MCDST will be required to support and assist staff and citizens with connectivity and PowerPoint support as the need arises. The Vendor must coordinate with Seminole County Government Television (SGTV) staff for all Board meetings and work sessions. 4.10 Printers, Plotters, Scanners and Fax Devices a. The Vendor will be required to support these types of devices limited to the setup of the device, installation of drivers and insuring local or network connectivity. Troubleshooting device issues will be provided initially by the service desk or an onsite or dispatched technician before escalation to a third party vendor. (Current third party vendor is Copytronics) Device selection, procurement, repair and maintenance 10 coordination (including consumable supplies) is the responsibility of the Information Services Document Management team. The exception to this are legacy owned printers that are currently owned by the County. In these cases, basic troubleshooting will apply however, the County strategy Is to retire these legacy devices in place of the CopyTronics Multifunction Devices. 5.1 Vendor Leadership/ Management a. The Vendor will provide one senior level account manager that will attend a weekly Information Services Department Managers meeting. This meeting is held each Monday (excluding holidays) at 9:30 am. The purpose of the meeting is to address IS Department Management items, review SLA's, escalated Work orders, review team performance, provide major project updates, and discuss areas of opportunity for improvement. b. The Vendor's senior level manager will be responsible and expected to represent the Technical Service Desk and End User Computing environment in these meetings. c. The Vendor is required to meet the following minimum staffing levels. The minimum level may not be sufficient to meet SLA's. i. Technical Service Desk —Three (3) Ii. Technical Support Staff (MCDST) —Three (3) d. The Vendor will commit to offering and conducting an interview for any current Seminole County Help Desk or PC Technician staff that wish to apply. e. The Vendor is to strongly consider providing an employment opportunity to any current Seminole County staff that are being displaced by this agreement. The Vendor must provide In writing any employment letters of intent to the CIO fourteen (14) business days prior to the Seminole County employee beginning employment with the Vendor. f. A progressive financial penalty will be imposed should the Vendor not meet any SLA requirements. The penalty will be tiered In the following manner: a. 11t offense — Face to face meeting onsite with Seminole County Information Services leadership team. A corrective plan of action will be developed and a root cause analysis performed to understand why the SLA is not in compliance. b. 2nd offense — Face to face meeting onsite with Seminole County information Service's leadership team. A 5% reduction In the monthly contract rate will be imposed on the next monthly invoice. The reduction will remain in effect until the Vendor demonstrates compliance with the SLA's. c. 3rd offense — Face to face meeting with Seminole County CIO and County Managers Office. A 10% reduction in the monthly contract rate will be imposed on the next monthly invoice. The Vendor will have 30 days to obtain compliance. Should the Vendor not meet compliance within 30 days, an automatic notice of non-compliance with the contract will be mailed to the Vendor informing them that the County will be cancelling the contract for cause. The Vendor will have 45 days to start transitioning knowledge and data back to the County. d. Financial penalties will take effect 90 days after contract execution. SLA offenses will be calculated on an ongoing basis. Therefore prior offenses E AMM -1111101% will not be removed from consideration. Financial penalties do not affect the Counties right to terminate under the contract termination language. 6.1 Desktop As A Service (Daas) a. Under this scope, Seminole County may request the selected Vendor at a future date, to provide an optional add-on cost for the full inclusion of hardware into this contract. The expectation will be for the Vendor to provide a County standard HP Desktop/Laptop/Tablet to County customers that would include the full cost of a supported device. The terms and conditions of the agreement will be negotiated at the time of the County request. Part 6 PRICE PROPOSAL PROJECT TITLE: RFP-602065-14fTLR - IS Service Desk & Desk Side Computer Support NameofProposer: Mailing Address: 7 C fty/StatefZip. `,"2- ,-t2 /* Phone Number. FAX Number: E -Mail Address: 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. _Z through 75 , on `file for the rates hereinafter set forth. The undersigned Proposer declares that the only persons/parties interested in this proposal as principals are those named herein; that this proposal is made without collusion with any person, firm or corporation; and proposes and agrees that, if the proposal is accepted, Proposer will execute an Agreement with the COUNTY and will furnish Insurance Certificates. The fixed hourly rates for EOC Activation and Out of Scope work shall include ad costs for work in place, including, but not limited to General Administrative Overhead, Fringe and benefits, Profit, Transportation of material to the project site, Tools and related items, Cost associated with company officers and staff. Annual Fixed Price / Computer Quantity -Price/ Extended Dollar Computer Amount Approx. 1500 +1- Seminole County units 1500 I ? -;;4.3 -- Approx. 100 +/- Library Patron.PC's or Kiosks 100 (to be used for cost evaluation) TOTAL: EOC Activation Rate —J Blended Hourly Rate Technician: (After hours rate: weekends, holidaM EOC Activation) I ? -;;4.3 -- OUT OF SCOPE Blended Hourly Rate Technician: Standard Business hours rate: 7:00 am - 5:00 pm, Mon -Fri Technician: Wer hours rate: weekends, holidays) 7 S', Project Manager 0' /nc- - IN WITNESS WHEREOF, PROPOSER has hereunto executed this FORM this If day of ;' , 24 tof' . (Name of PROPOSER) (Signature of person signing FORM) "--2 (Printed name of person signing FORM) OR VITIL-1 OP ID: R3 _Z _._.. CERTIFICATE OF LIABILITY INSURANCE DATE(MM)DDNYYY) 0910812014 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder Is an ADDITIONAL INSURED, the policy(les) must be endorsed. if SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s), PRODUER Phone: 727.461-6044 Brown Town &Brown of Florida, Inc. NAME; CT Rebecca Sengaroun .727.450.7119 F 727-450-1246 A!C 83 Park Place Blvd., Ste 101 Fax: 727.442-7695 P.O. Box 2456 (33757.2456) Clearwater, FL 33759 Na): EMAIL ADDRESS: mengarqun@bbpinollas.com House Account - Select Coml INSURER(S) AFFORDING COVERAGE NAM S INSURER A: Phoenix insurance Co. 25623 INSURED Vitii Solutions, Inc. 1777 Northgate Blvd. INSURER 6: INSURER C Sarasota, FL 34234.2143 INSURER 0: INSURER E: IN RER F __ _ COVERAGES PanrievArm all r■:r��n. __._...._..._ K=VIbIUN NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS. EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. LTR TYPE OF INSURANCE LIABILITY RWR POLICY NUMBERCEXP CY EFF OL ! 1Vl'1' LIMITSGENERAL A X COMMERCIAL GENERAL LIABILITY CLAIMS -MADE OCCUR X 804732M233 05/3112014 05/31/2015 EACH OCCURRENCE $ 1,504,000 PREMISES Ea ocwrrem) $ 300,00 " MED EXP (Anyone person) $ 5,00 PERSONAL a ADV INJURY $ 11000100 GENERAL AGGREGATE $ 2,000,00 GEWLAGGREGATELIMITAPPLIESPER: POLICY PRO- LOC PRODUCTS -COMPJOPAGG $ 2,000,00 $ A AUTOMOBILE X LABILITY ANYAUTO ALL OWNED SCHEDULED AUTOS AUTOS HIRED AUTOS AUTO NON -,OWNED BA7046N768 SEL 05/3112014 0513112015 Ea acd MORE LIMIT 1 �D00�� BODILYINJURY(Perpereon) $ ^� BODILY INJURY (Per accident) $ lracci DAMAGE $ $ A UMBRELLA LIA8 EXCESS LIAR X SUR CLAIMS -MADE N!A UP3250T996 05/3112014 05131/2015 1,000,000 EAC"ACCIDENr AG1,000,000 DEO X RETENTION 5,666 AND KERS EMPLOYERS' COMPENSATION AND EArPLOYERS'LIABILITY Y!NANY PROPRIErORPARTNERIEXECUTIVE OFFICERIMEMBEREXCLUDED? (6landalory to NH) If 6 describe under DESCRIPTION OF OPERATIONS bekw EL E.L. DISEASE - EA EMPLOYE $ E.L. DISEASE- POLICY LIMIT $ DESCRIPTION OF OPERATIONS I LOCATIONS ! VEHICLES (Attach ACORD 101, AddM*nal Ramaft Schedule, Nmcre space Is required) Seminole County Board of County Commissioners is included as additional insured. r=V1nC11ftA7= Uni rnrn Seminole County Board of County Corunissioners 1101 E 1st Street Sandford, FL 32771 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE roav-amu ry r+a.vRv tivrcrvrv� N Iiiry. All rights reserved. ACORD 25 (2010105) The ACORD name and logo are registered marks of ACORD