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Agreement with Tyler Technologies, Inc. t t i A707 ® . . t M AV ler 0 technologies LICENSE AND SERVICES AGREEMENT This License and Services Agreement is made between Tyler Technologies, Inc. and Client. WHEREAS Client is currently under contract with Tyler for Eden software and maintenance services,which contract was effective as of June 7, 2004(hereinafter the "Eden Contract"); WHEREAS Client is a member of the National Joint Powers Alliance ("NJPA"), under member identification number 18167; WHEREAS Tyler participated in the competitive bid process in response to NJPA's RFP#113011 by submitting a proposal,on which NJPA awarded Tyler contract number 113011-TTI (hereinafter the"NJPA Contract"); WHEREAS documentation of the NJPA's competitive bid process, as well as Tyler's contract with and pricing information for the NJPA, is available at http://www.njpacoop.org/national-cooperative-contract- solutions/technology-communication-solutions/113011-tti/; and WHEREAS Client has decided to purchase off the NJPA Contract to procure an Enterprise Resource Planning System and permitting functionality from Tyler, which Tyler agrees to deliver under the NJPA Contract and the terms and conditions set forth below; NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth in this Agreement,Tyler and Client agree as follows: SECTION A—DEFINITIONS • "Agreement" means this License and Services Agreement. • "Business Travel Policy" means our business travel policy. A copy of our current Business Travel Policy is attached as Schedule 1 to Exhibit B. • "Client" means the City of Miami Beach, Florida. • "Defect" means a failure of the Tyler Software to substantially conform to the functional descriptions set forth in our written proposal to you,or their functional equivalent. Future functionality may be updated, modified,or otherwise enhanced through our maintenance and support services, and the governing functional descriptions for such future functionality will be set forth in our then-current Documentation. • "Developer" means a third party who owns the intellectual property rights to Third Party Software. • "Documentation" means any online or written documentation related to the use or functionality of the Tyler Software that we provide or otherwise make available to you, including instructions, user guides, manuals and other training or self-help documentation. • "Effective Date" means the date on which your authorized representative signs the Agreement. • "Force Majeure" means an event beyond the reasonable control of you or us, including,without limitation,governmental action,war, riot or civil commotion,fire, natural disaster,or any other cause that could not with reasonable diligence be foreseen or prevented by you or us. 4 • "Investment Summaries" means the agreed upon cost proposal for the software, products, and services attached as Exhibit Al(Munis)and Exhibit A2(EnerGov). • "Invoicing and Payment Policy" means the invoicing and payment policy. A copy of our current Invoicing and Payment Policy is attached as Exhibit B. • "Maintenance and Support Agreement" means the terms and conditions governing the provision of maintenance and support services to all of our customers. A copy of our current Maintenance and Support Agreement is attached as Exhibit C. • "Support Call Process" means the support call process applicable to all of our customers who have licensed the Tyler Software. A copy of our current Munis Support Call Process is attached as Schedule 1 to Exhibit C, and a copy of our EnerGov Support Call Process is attached as Schedule 2 to Exhibit C. • "Third Party End User License Agreement(s)" means the end user license agreement(s), if any,for the Third Party Software attached as Exhibit D. • "Third Party Hardware" means the third party hardware, if any, identified in the Investment Summary. • "Third Party Products" means the Third Party Software and Third Party Hardware. • "Third Party Software" means the third party software, if any, identified in the Investment Summary. • "Tyler" means Tyler Technologies, Inc., a Delaware corporation. • "Tyler Software" means our proprietary software and related interfaces identified in the Investment Summary and licensed to you through this Agreement. • "we","us","our"and similar terms mean Tyler. • "you"and similar terms mean Client. SECTION B—SOFTWARE LICENSE 1. License Grant and Restrictions. 1.1 We rant to you a license to use the Tyler Software for our internal business purposes only. You g Y Y Y p p Y may make copies of the Tyler Software for backup and testing purposes,so long as such copies are not used in production and the testing is for internal use only. Your rights to use the Tyler Software are perpetual but may be revoked if you do not comply with the terms of this Agreement. 1.2 Without limiting Section 1.1,the Transparency Portal and Tyler Notify are licensed to you on a subscription basis. If you do not pay the required annual fee in accordance with the Invoicing and Payment Policy,your license to use that software will be revoked until payment in full has been made. 1.3 The Documentation is licensed to you and may be used and copied by your employees for internal, non-commercial reference purposes only. 1.4 You may not: (a)transfer or assign the Tyler Software to a third party; (b) reverse engineer, decompile, or disassemble the Tyler Software; (c) rent, lease, lend, or provide commercial hosting services with the Tyler Software;or(d) publish or otherwise disclose the Tyler Software or Documentation to third parties. 1.5 The license terms in this Agreement apply to updates and enhancements we may provide to you or make available to you through your Maintenance and Support Agreement. 1.6 The right to transfer the Tyler Software to a replacement hardware system is included in your license. You will give us advance written notice(hard-copy or electronic)of any such transfer and will pay us for any required or requested technical assistance associated with such transfer. 1.7 We reserve all rights not expressly granted to you in this Agreement. The Tyler Software and Documentation are protected by copyright and other intellectual property laws and treaties. We own the title, copyright, and other intellectual property rights in the Tyler Software and the Documentation. The Tyler Software is licensed,not sold. 1.8 Notwithstanding any provision to the contrary in Section 7.3, as amended by Exhibit J(8),of the Eden Contract,you may terminate the Eden Contract for convenience and continue to access the "Licensed Program,"as defined in the Eden Contract, in a read-only mode, provided that you have a current Maintenance Agreement in place according to Section D, below and that you maintain the Licensed Program in its current environment. 2. License Fees. You agree to pay us the license fees in the amounts set forth in the Investment Summary. Those amounts are payable in accordance with our Invoicing and Payment Policy. 3. Escrow. We maintain an escrow agreement with a third party under which we place the source code for each major release of the Tyler Software. You may be added as a beneficiary to the escrow agreement by completing a standard beneficiary enrollment form and paying the annual beneficiary fee (currently$756). You will be responsible for maintaining your ongoing status as a beneficiary, including payment of the then-current annual beneficiary fees. Release of source code for the Tyler Software is strictly governed by the terms of the escrow agreement. 4. Limited Warranty. We warrant that the Tyler Software will be without Defect(s) as long as you have a Maintenance and Support Agreement in effect. If the Tyler Software does not perform as warranted, we will use all reasonable efforts,consistent with industry standards,to cure the Defect as set forth in the Maintenance and Support Agreement. SECTION C—PROFESSIONAL SERVICES 1. Services. We will provide you the various implementation-related services itemized in the Investment Summary. You will receive those services according to the negotiated Statement of Work provided at Exhibit F. Without limiting the foregoing,you agree that we will be primarily responsible for extracting data from the Licensed Program,as defined in the Eden Contract,to facilitate the conversions itemized in the Munis Investment Summary. You will be responsible for validating the converted data. 2. Professional Services Fees. You agree to pay us the professional services fees in the amounts set forth in the Investment Summary. You acknowledge that the fees stated in the Investment Summary are good-faith estimates of the amount of services required for your implementation. We will bill you the actual fees incurred based on the in-scope services provided to you. Those amounts are payable in accordance with our Invoicing and Payment Policy. 3. Additional Services. The Investment Summary contains the scope of services and related costs (including programming and/or interface estimates) required for the project based on our understanding of the specifications you supplied as of the Effective Date. We will not perform professional services,or invoice you for them, in excess of the resources and associated fees set forth in the Investment Summary without an addendum or change order, as applicable. You understand and agree that an addendum or change order will be required to accommodate any change in scope beyond that set forth in the Investment Summary,whether because additional work is required beyond the estimates set forth therein,or because you use or request additional services. We will provide you with an addendum or change order,as applicable, outlining the costs for the additional work. The price quotes in the addendum or change order will be valid for thirty(30)days. 4. Cancellation. We make all reasonable efforts to schedule our personnel for travel, including arranging travel reservations,at least two (2)weeks in advance of commitments. Therefore, if you cancel services less than two (2)weeks in advance (other than for Force Majuere or breach by us),you will be liable for all (a) non-refundable expenses incurred by us on your behalf, and (b)daily fees associated with cancelled professional services if we are unable to reassign our personnel. We will make all reasonable efforts to reassign personnel in the event you cancel within two (2)weeks of scheduled commitments. 5. Services Warranty. We will perform the services in a professional,workmanlike manner, consistent with industry standards. In the event we provide services that do not conform to this warranty,we will re-perform such services at no additional cost to you. 6. Site Access and Requirements. You agree to provide us with full and free access to your personnel, facilities,and equipment as may be reasonably necessary for us to provide implementation services, subject to any reasonable security protocols or other written policies provided to us. You further agree to provide a reasonably suitable environment, location, and space for the installation of the Tyler Software and Third Party Products, including,without limitation, sufficient electrical circuits, cables, and other reasonably necessary items required for the installation and operation of the Tyler Software and Third Party Products. 7. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative process requiring the time and resources of your personnel. You agree to use all reasonable efforts to cooperate with and assist us as may be reasonably required to meet the agreed upon project deadlines and other milestones for implementation. This cooperation includes at least working with us to schedule the implementation-related services you have contracted-for. We will not be liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or to the failure by your personnel to provide such cooperation and assistance (either through action or omission). SECTION D—MAINTENANCE AND SUPPORT We will provide you with maintenance and support services for the Tyler Software under the terms of our standard Maintenance and Support Agreement. You agree to pay us the annual maintenance and support fees in accordance with our Invoicing and Payment Policy. SECTION E—THIRD PARTY PRODUCTS 1. Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have purchased any,for the price set forth in the Investment Summary. Those amounts are payable in accordance with our Invoicing and Payment Policy. 2. Third Party Software. Upon payment in full of the Third Party Software license fees,you will receive a non-transferable license to use the Third Party Software and related documentation for internal business purposes only. Your license rights to the Third Party Software will be governed by the Third Party End User License Agreement(s). 2.1 We will install onsite the Third Party Software. The installation cost is included in the installation fee in the Investment Summary. 2.2 If the Developer charges a fee for future updates, releases, or other enhancements to the Third Party Software,you will be required to pay such additional future fee. At Client's request,Tyler will provide good-faith estimates of third-party upgrade fees where Tyler has access to historical data that would allow for Tyler to provide such an estimate. 2.3 The right to transfer the Third Party Software to a replacement hardware system is governed by the Developer. You will give us advance written notice of any such transfer and will pay us for any required or requested technical assistance associated with such transfer. 3. Third Party Products Warranties. 3.1 We are authorized by each Developer to grant or transfer the licenses to the Third Party Software. 3.2 The Third Party Hardware will be new and unused, and upon payment in full,you will receive free and clear title to the Third Party Hardware. 3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not warrant or guarantee the performance of the Third Party Products. However, we grant and pass through to you any warranty that we may receive from the Developer or supplier of the Third Party Products. 4. Maintenance. If you have a Maintenance and Support Agreement in effect,you may report defects and other issues related to the Third Party Software directly to us, and we will (a)directly address the defect or issue,to the extent it relates to our interface with the Third Party Software;and/or(b) facilitate resolution with the Developer, unless that Developer requires that you have a separate, direct maintenance agreement in effect with that Developer. In all events, if you do not have a Maintenance and Support Agreement in effect with Tyler,you will be responsible for resolving defects and other issues related to the Third Party Software directly with the Developer. 5. MyGovPay/Virtual Pay. The MyGovPay/Virtual Pay functionality you have purchased is made available according to the terms set forth at Exhibit E. SECTION F—INVOICING AND PAYMENT; INVOICE DISPUTES 1. Invoicing and Payment. We will invoice you the fees for the license(s), products, and services in the Investment Summary per our Invoicing and Payment Policy,subject to Section F(2). 2. Invoice Disputes. If you believe any delivered product or service does not conform to the warranties in this Agreement,you will provide us with written notice within fifteen (15) days of your receipt of the applicable invoice. The written notice must contain sufficient detail of the issues you contend are in dispute. We will provide a written response to you that will include either a justification of the invoice, an adjustment to the invoice,or a proposal addressing the issues presented in your notice. We will work together as may be necessary to develop an action plan that outlines reasonable steps to be taken by each of us to resolve any issues presented in your notice. You may only withhold payment of the amount(s)actually in dispute until we complete the action items outlined in the plan. If we are unable to complete the action items outlined in the action plan because of your failure to complete the items agreed to be done by you,then you will remit full payment of the invoice. We reserve the right to suspend delivery of all services, including maintenance and support services, if you fail to pay an invoice not disputed as described above. SECTION G—TERMINATION 1. For Cause. You may terminate this Agreement for cause in the event we don't cure, or create a mutually agreeable action plan to address, a material breach of this Agreement within forty-five(45) days of receiving a written notice of the alleged breach. You agree to comply with Section 1(3), Dispute Resolution, prior to termination. In the event of termination for cause,you will pay us for all undisputed fees and expenses related to the software, products,and/or services you have received, or we have incurred or delivered, prior to the effective date of termination. 2. Lack of Appropriations. If you should not appropriate or otherwise make available funds sufficient to purchase, lease, operate,or maintain the products or services set forth in this Agreement,you may unilaterally terminate this Agreement upon thirty(30) days written notice to us. In the event of termination due to a lack of appropriations,you will pay us for all undisputed fees and expenses related to the software, products, and/or services you have received,or we have incurred or delivered, prior to the effective date of termination. You will not be entitled to a refund or offset of previously paid license and other fees. You agree not to use termination for lack of appropriations as a substitute for termination for convenience. 3. Force Maieure. Either party has the right to terminate this Agreement if a Force Majeure event suspends performance of scheduled tasks for a period of forty-five (45) days or more. In the event of termination due to Force Majeure,you will pay us for all undisputed fees and expenses related to the software, products, and/or services you have received, or we have incurred or delivered, prior to the effective date of termination. SECTION H—INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE 1. Intellectual Property Infringement Indemnification. 1.1 We will defend you against any third party claim(s)that the Tyler Software infringes that third party's patent, copyright,or trademark, or misappropriates its trade secrets,and will pay the amount of any resulting adverse final judgment (or settlement to which we consent). You must notify us promptly in writing of the claim and give us sole control over its defense or settlement. You agree to provide us with reasonable assistance,cooperation, and information in defending the claim at our expense. 1.2 Our obligations under this Section H(1)will not apply to the extent the claim or adverse final judgment is based on your: (a) use of a previous version of the Tyler Software in contravention of Tyler's life cycle release policy, and the claim would have been avoided had you installed and used the current version of the Tyler Software; (b) combining the Tyler Software with any product or device not provided,contemplated,or approved by us; (c) altering or modifying the Tyler Software, including any modification by third parties at your direction or otherwise permitted by you; (d) use of the Tyler Software in contradiction of this Agreement, including with non-licensed third parties;or(e)willful infringement, including use of the Tyler Software after we notify you to discontinue use due to such a claim. 1.3 If we receive information from a third-party concerning a potential infringement or misappropriation claim related to the Tyler Software,we may, at our expense and without obligation to do so,either: (a) procure for you the right to continue its use; (b) modify it to make it non-infringing; or(c) replace it with a functional equivalent, in which case you will stop running the allegedly infringing Tyler Software immediately. 1.4 If, as a result of an infringement or misappropriation claim,your use of the Tyler Software is enjoined by a court of competent jurisdiction, in addition to paying any adverse final judgment(or settlement to which we consent),we will, at our option, either: (a) procure the right to continue its use; (b) modify it to make it non-infringing; (c) replace it with a functional equivalent; or(d) terminate your license and refund the license fees paid for the infringing Tyler Software. This section provides your exclusive remedy for third party copyright, patent,or trademark infringement and trade secret misappropriation claims. 2. Property Damage and Personal Injury Indemnification. 2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and against any and all direct claims, losses, liabilities, damages, costs, and expenses (including reasonable attorney's fees and costs)for personal injury or property damage to the extent caused by our negligence or willful misconduct. 2.2 To the extent permitted by applicable law,you will indemnify and hold harmless us and our agents, officials,and employees from and against any and all direct claims, losses, liabilities, damages,costs, and expenses (including reasonable attorney's fees and costs)for personal injury or property damage to the extent caused by your negligence or willful misconduct. 3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,WE HEREBY DISCLAIM ALL OTHER WARRANTIES AND CONDITIONS,WHETHER EXPRESS, IMPLIED,OR STATUTORY, INCLUDING, BUT NOT LIMITED TO,ANY IMPLIED WARRANTIES, DUTIES,OR CONDITIONS OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. 4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT,OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT,WHETHER BASED ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY,SHALL BE LIMITED TO THE LESSER OF(A)YOUR ACTUAL DIRECT DAMAGES OR(B)THE AMOUNTS PAID BY YOU UNDER THIS AGREEMENT. THE PRICES SET FORTH IN THIS AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO SECTIONS H(1)AND H(2). 5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE,INDIRECT,OR CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 6. Insurance. During the course of performing services under this Agreement,we agree to maintain the following levels of insurance: (a)Commercial General Liability of at least$1,000,000; (b)Automobile Liability of at least$1,000,000; (c) Professional Liability of at least $1,000,000; and (d)Workers Compensation complying with applicable statutory requirements. We will add you as an additional insured and provide you with copies of certificates of insurance upon written request. SECTION I—GENERAL TERMS AND CONDITIONS 1. Additional Products and Services. You may purchase additional products and services at the rates seta forth in the Investment Summary for twelve(12) months from the Effective Date,and thereafter at our then-current list price,by executing a mutually agreed addendum. The terms of this Agreement will control any such additional purchase(s), unless otherwise specifically provided in the addendum. 2. Optional Items. Pricing for any listed optional products and.services in the Investment Summary will be valid for twelve(12) months from the Effective Date. 3. Dispute Resolution. You agree to provide us with written notice within thirty (30)days of becoming aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes, including, if requested by either party, appointing a senior representative to meet and engage in good faith negotiations with our appointed senior representative. Senior representatives will meet within thirty(30) days of the written dispute notice, unless otherwise agreed. All meetings and discussions between senior representatives will be deemed confidential settlement discussions not subject to disclosure under Federal Rule of Civil Procedure 408 or any similar applicable state rule. If we fail to resolve the dispute, either of us may assert our respective rights and remedies in a court of competent jurisdiction. Nothing in this section shall prevent you or us from seeking necessary injunctive relief during the dispute resolution procedures. 4. Taxes. The fees in the Investment Summary do not include any taxes, including,without limitation, sales, use,or excise tax. If you are a tax-exempt entity,you agree to provide us with a tax-exempt certificate. Otherwise,we will pay all applicable taxes to the proper authorities and you will reimburse us for such taxes. If you have a valid direct-pay permit,you agree to provide us with a copy. For clarity, we are responsible for paying our income taxes arising from our performance of this Agreement. S. Nondiscrimination. We will not discriminate against any person employed or applying for employment concerning the performance of our responsibilities under this Agreement. This discrimination prohibition will apply to all matters of initial employment,tenure, and terms of employment,or otherwise with respect to any matter directly or indirectly relating to employment concerning race, color, religion, national origin, age, sex, sexual orientation,ancestry, disability that is unrelated to the individual's ability to perform the duties of a particular job or position, height, weight, marital status,or political affiliation. We will post,where appropriate, all notices related to nondiscrimination as may be required by applicable law. 6. E-Verify. We have complied, and will comply,with the E-Verify procedures administered by the U.S. Citizenship and Immigration Services Verification Division for all of our employees assigned to your project. 7. Subcontractors. We will not subcontract any services under this Agreement without your prior written consent, not to be unreasonably withheld. 8. No Assignment. Neither party may assign this Agreement without the prior written consent of the other party; provided, however,that your consent is not required in the event we have a change of control. 9. Force Majeure. Neither party will be liable for delays in performing its obligations under this Agreement to the extent that the delay is caused by Force Majeure; provided, however,that within ten (10) business days of the Force Majeure event,the party whose performance is delayed provides the other party with written notice explaining the cause and extent thereof, as well as a request for a reasonable time extension equal to the estimated duration of the Force Majeure event. 10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you and us. No third party will be deemed a beneficiary of this Agreement, and no third party will have the right to make any claim or assert any right under this Agreement. This provision does not affect the rights of third parties under any Third Party End User License Agreement(s). 11. Entire Agreement;Amendment. This Agreement represents the entire agreement between you and us with respect to the subject matter hereof, and supersedes any prior agreements, understandings, and representations,whether written, oral, expressed, implied,or statutory. This Agreement may only be modified by a written amendment signed by an authorized representative of each party. 12. Severability. If any term or provision of this Agreement is held invalid or unenforceable,the remainder of this Agreement will be considered valid and enforceable to the fullest extent permitted by law. 13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced by either party,such non-enforcement will not act as or be deemed to act as a waiver or modification of this Agreement, nor will such non-enforcement prevent such party from enforcing each and every term of this Agreement thereafter. 14. Independent Contractor. We are an independent contractor for all purposes under this Agreement. 15. Notices. All notices or communications required or permitted as a part of this Agreement must be in writing and will be deemed delivered upon the earlier of the following: (a)actual receipt by the receiving party; (b) upon receipt by sender of a certified mail, return receipt signed by an employee or agent of the receiving party; (c) upon receipt by sender of proof of email delivery;or(d) if not actually received,five (5)days after deposit with the United States Postal Service authorized mail center with proper postage(certified mail, return receipt requested) affixed and addressed to the other party at the address set forth on the signature page hereto or such other address as the party may have designated by proper notice. The consequences for the failure to receive a notice due to improper notification by the intended receiving party of a change in address will be borne by the intended receiving party. 16. Client Lists. You agree that we may identify you by name in client lists, marketing presentations,and promotional materials. 17. Confidentiality. Both parties recognize that their respective employees and agents, in the course of performance of this Agreement, may be exposed to confidential information and that disclosure of such information could violate rights to private individuals and entities, including the parties. Confidential information is nonpublic information that a reasonable person would believe to be confidential and includes,without limitation, personal identifying information (e.g.,social security numbers) and trade secrets,each as defined by applicable state law. Each party agrees that it will not disclose any confidential information of the other party and further agrees to take all reasonable and appropriate action to prevent such disclosure by its employees or agents. The confidentiality covenants contained herein will survive the termination or cancellation of this Agreement. This obligation of confidentiality will not apply to information that: (a) is in the public domain, either at the time of disclosure or afterwards, except by breach of this Agreement by a party or its employees or agents; (b) a party can establish by reasonable proof was in that party's possession at the time of initial disclosure; (c) a party receives from.a third party who has a right to disclose it to the receiving party;or (d) is the subject of a legitimate disclosure request under the open records laws or similar applicable public disclosure laws governing this Agreement; provided, however,that in the event you receive an open records or other similar applicable request,you will give us prompt notice and otherwise perform the functions required by applicable law. 18. Business License. In the event a local business license is required for us to perform services hereunder, you will promptly notify us and provide us with the necessary paperwork and/or contact information so that we may timely obtain such license. 19. Tyler Forms Processing. The Tyler Software Product"Tyler Forms Processing" must be used in conjunction with a Hewlett Packard printer supported by Tyler for printing checks. 20. Governing Law. This Agreement will be governed by and construed in accordance with the laws of your state of domicile. 21. Multiple Originals and Signatures. This Agreement may be executed in multiple originals, any of which will be independently treated as an original document. Any electronic,faxed, scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment hereto will be deemed an original signature and will be fully enforceable as if an original signature. 22. Contract Documents. This Agreement includes the following exhibits: Exhibit A Investment Summary Exhibit B Invoicing and Payment Policy Schedule 1: Business Travel Policy Exhibit C Maintenance and Support Agreement Schedule 1: Munis Support Call Process ATTEST: Schedule 2: EnerGov Support Call Process Exhibit D Third Party End User License Agreement(s) Exhibit E MyGovPay/Virtual Pay l�' �v Exhibit F Statement of Work Wahl F,.Grnnado,City Clgrk IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as of the date(s) set forth below. Tyler Technologies, Inc. City of Miami Beach ERP and Schools Division INCORP ORATED: By: By: - c / H 26 Name: �/�' �� Leu,"A � r� � n,, Title:�!2e410� V 1 CQ ffa,\O� T' Dater Z��`t" Date: Address for Notices: Address for Notices: Tyler Technologies, Inc. City of Miami Beach One Tyler Drive 1700 Convention Center Drive Y Yarmouth, ME 04096 Miami Beach, FL 33139 Attention: Associate General Counsel Jimmy L. Morales, cAlftbWD AS TO FORM & LANGUAGE &FOR EXECUTION � A�ity Attorney Date .,. • ler • technologies Exhibit A Investment Summaries The following Investment Summaries detail the software, products, and services to be delivered by Tyler Technologies, Inc.to the City of Miami Beach, Florida under your License and Services Agreement. This Investment Summaries are effective as of the Effective Date. Capitalized terms not otherwise defined will have the meaning assigned to such terms in your License and Services Agreement. REMAINDER OF PAGE INTENTIONALLY LEFT BLANK Exhibit Al Munis Investment Summary Quoted By. Tan Vickers ••::•• tyler Date: 9/1112014 •� t:chit Igglec Quote Expiration: 9120/2014 Quote Name: City of?&ami Beach-ERP-M mis migration from Eden Quote Number: 201 J??56 Quote Description: June 11 Revised Quote to Miim-ate from Tyler Eden to Tyler Mtmis Sales Quotation For City of M1ami Beach 1700 Com-ention Center Dti,.e Miami Beach Florida 33139 Phone(305)673-7000 SaaS Description Annual Fee Net #Years Total SaaS Fee Impl.Days Productivity: Transparency Portal $25,000.00 1 $25,000.00 0 Tyler Notify $40,000.00 1 $40,000.00 0 TOTAL: $65,000.00 $65,000.00 0 Tyler Software and Related Services Description License Impl.Days Impl.Cost Data C(xwersion Module Total Year One Maintenance Financials: AcmuntinglGLBG/AP $255,000.00 60 @$1,175.00 $70,500.00 $22.400.00 $347,900.00 $40,900.00 Risk Management $40,000.00 14 @$1,175.00 $16,450.00 $0.00 556,450.00 $7,200.00 Purchasing $112,200.00 44 @$1,175.00 $51,700.00 $4,500.00 5768,400.00 $20,196.00 Employee Expense Reimbursement $24,000.00 9 @$1,175.00 $10,575.00 $0-00 534,575-00 54,320.00 Fixed Assets $64,000.00 20 @$1,175.00 $23,500.00 $8,500-00 596,000.00 $11,520.00 Inventory $64,000.00 20 @$1,175.00 $23,500.00 $8,000.00 535,500.00 $11,520.00 2014-Ti 5a-June 11 Revised Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL t of 11 Tyler Software and Related Services Description License Impl.Days Impl-Cost Data Conversion Module Total Year One Maintenance' Project 8 Grant Accounting $40,000.00 17 @$1,175.00 $19,975.00 511,000.00 $70,975.00 $7,200.00 Cash Management $46,200.00 14 @$1,175.00 $16,450.00 $0.00 $62,650.00 $8,316.00 Contract Management $28,500.00 11 @$1,175.00 $12,925.00 $6,500.00 $47,925.00 $5,130.00 Bid Management $30,000.00 11 @$1,175.00 $12,925.00 $0.00 $42,925.00 $5,400.00 BMI asset Track Interface $5,500.00 5 @$1,175.00 $5,875.00 $0.00 $11,375.00 $990.00 BMI CollectlT Interface $5,500.00 5 @$1,175.00 55,875.00 $0_00 $11,375.00 $990.00 Payroll/HR: Payroll w1ESS $76,000.00 29 @$1,175.00 $34,075.00 537,000.00 $147,075.00 $13,680.00 HR Management $25,300.00 13 @$1,175.00 $15,275.00 $0.00 $40,575.00 $4,554.00 Professional Development $11,000.00 3 @$1,175.00 $3,525.00 $0.00 $14,525.00 $1,980.00 Applicant Tracking $13,200.00 8 @$1,175.00 $9,400.00 $0.00 $22,600.00 $2,376.00 Revenue: Tyler Cashiering $77,000.00 12 @$1,175.00 $14,100.00 $0.00 $91,100.00 $13,860.00 Accounts Receivable $58,500.00 27 @$1,175.00 $31,725.00 $0.00 $90,225.00 $10,530.00 Utility Billing CIS $14,500.00 19 @$1,175.00 $22,325.00 514,6,00.00 $51,425.00 $2,610.00 General Billing $27,500.00 18 @$1,175.00 $21,150.00 513,800.00 $62,450.00 $4,950.00 UB Special Assessments $6,000.00 7 @$1,175.00 $8,225.00 $0.00 $14,225.00 $1,080.00 UB Interface $4,400.00 2 @$1,175.00 $2,350.00 $0.00 $6,750.00 $792.00 Central Property File $2,200.00 1 @$1,175.00 $1,175.00 $0.00 $3,375.00 $..+50.00 Other: CAFR Statement Builder $35,000.00 4 @$1,175.00 $4,700.00 $0.00 $39,700.00 $6,300.00 MUNIS Disaster Recovery Service $0.00 0 @$1,175.00 $0.00 $0.00 $0.00 $30,000.00 OSD13A Contract Services $0.00 0 @$1,175.00 $0.00 $0.00 $0.00 $30,000.00 Payroll Tax Table Updates $0.00 0 @$1,175.00 $0.00 $0.00 $0.00 51,000.00 Productivity: Munis Analytics&Reporting $222,900.00 18 @$1,175.00 $21,150.00 $0.00 $244,050.00 $40,122.00 Tyler Content Manager SE $75,000.00 8 @$1,175.00 59,400.00 $0.00 $84,400.00 $13,500.00 IVR Gateway $24,000.00 6 @$1,175.00 $7,050.00 $0.00 $31,050.00 $4,320.00 ZD14.7758-June t i Rev sed Quote to Migrate`rom Tyler Eden to Tyler Munis CONFIDENTIAL 2 of 11 Tyler Software and Related Services Description L•ense Irripl.Days . .ti Conversion .•ule Total Year One Maintenance eProcurement $46,200.00 1 @$1,175.00 $1,175.00 $0.00 $47,375.00 58,316.00 Citizen Self Service $58,500.00 1 @$1,175.00 $1,175.00 $0.00 $59,675.00 $10,530.00 Tyler Forms Processing $19,500.00 0 @$1,175.00 $0.00 $0.00 $19,500.00 $3,900.00 Sub-Total- $1,511,600.00 $478,225.00 $126,300.00 $2,116,125.00 $328,632.00 Less Discount $1.138.150.00 $0.00 S63,190.00 $1.201.300.00 5268.632.00 TOTAL: $373,450.00 407 $478.225.00 $63,150.00 $914,825.00 $60.000.00 Other Services Description Quantity Unit Ptice Unit Discount Extended Price 25%of Dedicated Project Manager(Monthly) 12 $7,500.00 $0.00 $90,000.00 3rd Party Interface Testing Assistance 15 $1,175.00 $0.00 $17,625.00 50%of Dedicated Project Manager(Monthly) 12 $12,000.00 $0.00 $144,000.00 Annual Eden Access Support 1 $5,000.00 $5,000.00 $0.00 AP/PR Check Recon Import 1 $1,000.00 $0.00 $1,000.00 AP Positive Pay Export Format 1 $3,000.00 $0.00 $3,000.00 Dedicated Full Time Project Manager(Monthly) 12 $20,750.00 $0.00 $249,000.00 Estimated Travel Expenses 1 $210,288.00 $0.00 $210,298-00 Implementation Day 45 $1,175.00 50.00 $52,875.00 Install Fee-New Server Install-WIN 1 $12,000.00 $0.00 $12,000.00 Munis Admin&Security 7 $1,175.00 $0.00 $8,225.00 P—and Import Format W/O Encumbrances 1 $7,500.00 $0.00 $7,500-00 Potential Bucket of Modifications,Interfaces&Forms-TBD 113 $1,100.00 30.00 $124,300.00 PR Positive Pay Export Format 1 $3,000.00 $0.00 $3,000.00 Tyler Forms Financial Library 1 $3,400.00 $0.00 $3,400.00 Tyler Forms Library-General Billing 1 $2,500.00 30.00 $2,500.00 Tyler Forms Library-Payroll 1 $2,000.00 $0.00 $2,000.00 Tyler Forms Library-Personnel Action 1 $1,800.00 $0.00 $1,800.00 Tyler Forms Processing Configuration 1 $3,000.00 $0.00 $3,000.00 Tyler Forms Library-Utility Billing 1 $3,500.00 50.00 $3,500.00 -V14-7756-June 11 Revised Quote to Migrate from Tyler Eden m Tyler Muni$ CONFIDENTIAL 3 of 11 Other Services �� .�• • Sub-Total: $944,023.00 Less Discount $5,000. TOTAL: $939,023.00 3rd Parry Hardware,Software and Services Description Quantity Unit Price Unit Discount •r. • Year One Discount BMI-ASSETRACK-PPC for MUNIS(Incl. 1 $6,490.00 $0.00 $6,490.00 50.00 $0.00 $0.00 Install Fee) BMI CollectlT Inventory Bar Code 1 $6,490.00 $0.00 $6,490.00 $0.00 $0.00 $0.00 Scanning System Cash Drawer 10 $230.00 $0.00 $2,300.00 $0.00 $0.00 $0.00 Hand Held Scanner-Model 19000SR 10 $385.00 $0.00 $3,650.00 $0.00 $0.00 $0.00 Hand Held Scanner Stand 10 $25.00 $0.00 $250.00 50.00 $0.00 $0.00 ID Tech MiniMag USB Reader 10 $62.00 $0.00 $620.00 $0.00 $0.00 $0.00 Power supply 10 $40.00 $0.00 $400.00 $0.00 $0.00 $0.00 Printer(TM-S9000) 10 $1,600.00 $0.00 $16,000.00 30.00 $0.00 $0.00 Tyler Notify NR Plan(25,000 Minutes) 1 $2,500.00 $0.00 s2,500.00 $0.00 $0.00 $0.00 Tyler Notify SMS Text Plan(25,000 1 $1,250.00 $0.00 $1,250.00 $0.00 $0.00 $0.00 Messages) Tyler Secure Signature System with 2 1 $1,650.00 $0.00 $1,650.00 $0.00 $0.00 $0.00 Keys 3rd Party Hardware Sub-Total: 30.00 $38,050.00 $0.00 3rd Parry Software Sub-Total: 30.00 S3,750.00 $0.00 30.00 TOTAL: $41,800.00 $0.00 Summary One Time Fees Recurring Fees Total SaaS $0.00 565,000.00 Total Tyler Software $373,450.00 $60,000.00 Total Tyler Services $1,480,398.00 $0.00 Total 3rd Parry Hardware,Software and Services $41,800.00 $0.00 2014-7756.June 11 Revised Quo*to Migrate frorn Tyler Eden to Tyfer Munis CONFIDENTIAL 4 of 11 Summary One Time Fees Recurring Fees Summary Total $1,895,648.00 $725,000.00 Contract Total $2,020,648.00 2014.7756•June 11 Revised Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL 5 of 11 Detailed Breakdown of Conversions(included in Contract Total) Description wrtt Extended- .- Accounting Opt 1-Actuals-H $3,500.00 $1,750.00 $1,750.00 Accounting Opt 2-Budgets-H $3,500.00 $1,750.00 $1,750.00 Accounting Standard COA-H $4,000.00 $2,000.00 $2,000.00 Accounts Payable Opt 1-Checks-H $3,400.00 $1,700.00 $1,700.00 Accounts Payable Opt 2-Invoice-H $5,000.00 $2,500.00 $2,500.00 Accounts Payable Standard Master-H $3,000.00 $1,500.00 $1,500.00 Contracts-H $6,500.00 $3250-00 $3,250.00 Fixed Assets Opt 1-History-H $3,500-00 $1,750.00 $1,750.00 Fixed Assets Std Master-H $5,000.00 $2,500.00 $2,500.00 General Billing Opt 1-Recurring Invoices-H $5,000.00 $2,500.00 $2,500.00 General Billing Opt 2-Bills-H $6,000.00 $3,000.00 $3,000.00 General Billing Std CID-H $2,800.00 $1,400.00 $1,400.00 Inventory Opt 1-Commodity Codes-H $3,000.00 $1,500.00 $1,500.00 Inventory Std Master-H $5,000.00 $2,500.00 $2,500.00 Payroll-Option 10 Certifications-E $3,000.00 $1,500.00 $1,500.00 Payroll-Option 11 Education-E $3,000-DO $1,500.00 $1,500.00 Payroll-Option 1 Deductions-E $3,200.00 $1,600-00 $1,600.00 Payroll-Option 2 Accrual Balances-E $3,000.00 $1,500.00 $1,500.00 Payroll-Option 3 Accumulators-E $2,300-00 $1,150.00 $1,150.00 Payroll-Option 4 Check History-E $2,800.00 $1,400.00 $1,400.00 Payroll-Option 5 Eaming/Deduction His[-E $4,500.00 $2,250.00 $2,250.00 Payroll-Option 6 Applicant Tracking-E $3,000.00 $1,500.00 $1,500.00 Payroll-Option 7 PM Action History-E $3,000.00 $1,500.00 $1,500.00 Payroll-Option 8 Position Control-E $3,000-00 $1,500.00 $1,500.00 Payroll-Option 9 State Retirement Tables-E $3,000.00 $1,500.00 $1,500-00 Payroll-Standard-E $3,200.00 $1,600.00 $1,600-00 Project Grant Accounting Opt 1-Actuals-H $3,500.00 $1,750.00 $1,750.00 2014-7759-June I 1 Revised Quote to Migrate Yom Tyler Eden to Tyler Munis CONFIDENTIAL 8 of 11 I Detailed Breakdown of Conversions(included in Contract Total) -Description .•.Price Project Grant Accounting Opt 2-Budgets-H $3,500.00 $1,750.00 $1,750.00 Project Grant Accounting Standard-H $4,000.00 $2,000.00 $2,000.00 Purchasing-Purchase Orders-Standard-H $4,500.00 $2,250.00 $2,250.00 Utility Billing-Option 1 Services-C $2,500.00 $1,250.00 $1,250.00 Utility Billing-Option 2 Assessments-C $1,200.00 5600.00 $600.00 Utility Billing-Option 3 Consumption History-C $2,000.00 $1,000.00 $1,000.00 Utility Billing-Option 4 Balance Forward AR-C $3,500.00 $1,750.00 $1,750.00 Utility Billing-Option 5 Service Orders-C 51,200.00 $600.00 $600.00 Utility Billing-Option 6 Backflow,-C $1,200.00 $600.00 $600.00 Utility Billing-Standard-C 53,000.00 $1,500.00 $1,500.00 TOTAL: $63,150.00 2014-7758-June I 1 Reused Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL 7 of 11 Unless otherwise indicated in the contract or Amendment thereto,pricing for optional items will be held for six(6)months from the Quote date or the Effective Date of the Contract,whichever is later. Customer Approval: Date: Print Name: P.O.#: All primary values quoted in US Dollars Discount Detail 1 Description License I-mense Dtscount License Net Maintenance Basis Year One Maint. Year One Maint Discount Net Financials: Accounting1GUBG/AP $255,000.00 5255,000.00 $0.00 $40,900.00 $40,900.00 $0.00 Bid Management $30,000.00 $30,000.00 $0.00 55,400.00 $5,400.00 $0.00 BMI Asset Track Interface $5,500.00 $0.00 $5,500.00 $990.00 $990.00 $0.00 BMI ColectlT Interface $5,500.00 $0.00 $5,500.00 $990.00 $990.00 $0.00 Cash Management $46,200.00 $46,200.00 $0.00 $8,316.00 $8,316.00 $0.00 Contract Management $28,500.00 $28,500.00 $0.00 $5,130.00 $5,130.00 $0.00 Employee Expense Reimbursement $24,000.00 $0.00 524,000.00 54,320.00 $4,320.00 $0.00 Fixed Assets $64,0X00 $64,000.00 $0.00 $11,520.00 $11,520.00 $0.00 Inventory $64,000.00 $64,000.00 $0.00 $11,520.00 $11,520.00 $0.00 Project&Grant Accounting $40,000.00 540,000.00 $0.00 $7,200.00 $7,200.00 $0.00 Purchasing $112,200.00 $112,200.00 $0.00 $20,196.00 $20,196.00 $0.00 Risk Management $40,000.00 $0.00 $40,000.00 57,200.00 $7,200.00 $0.00 PayrolUHR: Applicant Tracking $13,200.00 $13,200.00 $0.00 52,376.00 $2,376.00 $0.00 HR Management $25,300.00 $25,300.00 $0.00 $4,554.00 $4,554.00 $0.00 Payroll w/ESS $76,000.00 $76,000.00 $0.00 $13,680.00 $13,680.00 $0.00 2914-7758.June t t Revised Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL Bar 11 Discount Detail Description .. One e> Discount Professional Development $11,000.00 $0.00 511,000.00 $1,980.00 51,980.00 $0.00 Revenue: Central Property File $2,200.00 $2,200.00 $0.00 $550.00 $550.00 $0.00 UB Interface $4,400.00 $4,400.00 $0.00 $792.00 $792.00 $0.00 UB Special Assessments S6,000.00 $6,000.00 $0.00 $1,080.00 $1,080.00 $0.00 Utility Billing CIS $14,500.00 $14,500.00 $0.00 $2,610.00 $2,610.00 $0.00 Accounts Receivable $58,500.00 558,500.00 $0.00 $10,530.00 $10,530.00 $0.00 General Billing $27,500.00 $27,500.00 $0.00 $4,950.00 54,950.00 $0.00 Tyler Cashiering $77,000.00 $0.00 $77,000.00 $13,860.00 $13,860.00 $0.00 Productivity: Citizen Self Service $58,500.00 $58,500.00 $0.00 $10,530.00 $10,530.00 $0.00 eProcurement $46,200.00 $46,200.00 $0.00 $8,316.00 $8,316.00 $0.00 IVR Gateway $24,000.00 $0.00 524,000.00 54,320.00 $4,320.00 $0.00 Munis Analytics&Reporting $222,900.00 $111,450.00 $111,450.00 $40,122.00 $40,122.00 $0.00 Tyler Content Manager SE $75,000.00 50.00 575,000.00 $13,500.00 $13,500.00 S0.00 Tyler Forms Processing $19,500.00 $19,500.00 $0.00 53,900.00 53,900.00 $0.00 Other: Payroll Tax Table Updates $0.00 $0.00 $0.00 $1,000.00 $1,000.00 $0.00 CAFR Statement Builder $35,000.00 $35,000.00 $0.00 56,300.00 $6,300.00 $0.00 MUNIS Disaster Recovery Service $0.00 50.00 $0.00 $30,000.00 50.00 $30,000.00 OSDBA Contract Services $0.00 S0.00 $0.00 $30,000.00 $0.00 $30,000.00 TOTAL: $1,511,600.00 $1,138.150.00 5373,450.00 5328,632.00 $268,632.00 $60,000.00 2014-7756•June 11 Revised Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL 9 of 11 Comments Tyler's OSDBA Senice is calculated at 25%of the MLNIS annual maintenance.There is a 52,100 minimum annual fee and a S30.000 m336murn anmial fee_ Tyler's Disaster Recovery Service is calculated at 25%of the TJUNIS annual maintenance.There is a$5.000 minimum anmrai fee and a$30,000 maximrmm annual fee for Disaster Recovery service.The Disaster Recovery fees are applicable only to one Live MUMS database and excludes all test and training databases. Tyler recommends the use of a 128-bit SSL Security Certificate for any Internet Web Applications,such as the MU-i`IIS Web Client and the MUMS Self Service applications if hosted by the Client.This certificate is required to encrypt the highly sensitive payroll and financial information as it travels across the public imemet.There are various vendors who sell SSL Certificates,with all ranges of prices_ Conversion prices are based on a single occurrence of the database.If additional databases need to be converted these sill need to be quoted Tyler's quote contains estimates of the amount of services needed based on our preliminary understanding of the size and scope of your project.The actual amount of sen.ices depends on such factors as your r level of involvement in the project and the speed of knowledge transfer. Unless otherwise noted prices submitted in the quote do not include travel expenses incurred in accordance with Tyler's thenrurxem Business Travel Policy. Tyler's prices do not include applicable local,city or federal sales.use excise.personal property or other similar taxes or duties,which you are responsible for determi inn and remitting. In the event Client cancels services less than two(2)weeks in advance-Client is liable to Tyler for(i)all non-refimdable expenses incurred by Tyler on Clients behalf:and(ii)daily fees associated with the cancelled ser Tres if Tyler is unable to re-assign its personnel. Pricing for optional items will be held for six(6)months from the quote date. Tyler provides onsite training for a maximurn of 12 people per class.In the event that more than 12 users wish to participate in a raining class or more than one occurrence of a class is needed Tyler will either provide additional days at then-current rates for training or Tyler will utilize a Train-the-Trainer approach ndiffeby the client designated attendees of the initial training can thereafter train the remaining users. In the event Client acquires from TAer any edition of Tyler Content Mam iger software other than Enterprise Edition.the license for Content Manager is restricted to use vrith Tyler applications only.If Client wishes to use Tyler Content Manager software with non-Tyler applications,Client mn purchase or upgrade to Tyler Content 4tanager Enterprise Edition. Tyler's form library prices are based on delivering the specific form quantities fisted below.additional formats of forms listed below are extra-Custom forms are extra.Please note that Tyler Forms requires the use of approved printers only.Contact Tyler support for the list of approved printers. Financial library includes:1 AiP check,1 EFT•;ACK I Purchase order.I Contract,1099M,1099L.NT,10995,and 1099G. General Billing library includes:I invoice,1 statement,I general billing receipt and I miscellaneous receipt. Utility billing library includes:t Utility bill.I assessment.I UB receipt.I Lien letter.I UB delinquent notice.i door hanger and 1 final utility bill. Programming for check reconciliation import and positive pay export assumes one bank format each.Multiple bank formats are extra. 2014-7758-June 11 Revised Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL 10 of 11 I Comments Includes digitizing two signatures.additional charges will apply for additional signatures. Tyler Forms Payroll Core library includes:1 PR check.1 direct deposit,1 vendor from payroll check,1 vendor from payroll direct deposit,W2,W2c.and 1099 P- Personnel Actions Forms Library includes:I Personnel Action form-New and 1 Personnel Action Form-Change. Tyler's cost is based on all of the proposed products and senicee being obtained from Tyler.Should significant portions of the products or senices be deleted,Tyler resen-es the right to adjust prices accordingly. The MUv7S Accounts Pay-able module utilizes a label printer for batch-scarmed document indesmg.This printer is to be provnded by the client and must support multi-page Adobe PDF files.such as the Brother QL-700. This quote includes the negotiated NJPA(National Joint Powers Alliance)contract#113011-TTI discount of 10%off Tyler's license fees. 2014-7756-June 1 I Revised Quote to Migrate from Tyler Eden to Tyler Munis CONFIDENTIAL 11 of it I Exhibit A2 EnerGov Investment Summary EnerGov 9—On Premise Package Description Software Fee, [Kain-San,ce Notes !�A1��Aaa#enan�cx� EnerGov 9 Permitting&Land Includes Permitting& ManaManagement Site License $699,999 $140,000 Land Management g ( ) Suite+Licensing Suite EnerGov 9 License& Regulatory Suite Business Tax Receipts (Site License $349,999 $70,000 &Inspections ) Management Includes Intelligent EnerGov 9 Advanced Server Automation Agent, bundle $24,999 $4,999 oData Service,Social Extensions (bundle) 10 Extension,Decision Engine Includes Viewer, EnerGov GIS(Requires ArcGIS Server GeoRule Engine, 10+) $35,000 $7,000 History Writer,Spatial Collections,Parcel Split Mgr iG Workforce Mobile 40 users $39,960 $7,992 Includes iG Inspect, Mobile(40 Enforce&Reviews Online,BTR,Permit& Plan Submission& EnerGov Citizen Access ePortal + BTR Renewal, MyGovPay $40,000 $8,000 Inspection Scheduling, Submission,Status Checks Includes 1000 minutes per month. Additional EnerGov IVR Telephony $24,999 $5,000 minutes(in increments of 1000) invoiced at 23 cents per minute Requires BlueBeam EnerGov eReviews $29,999 $5,999 RevuorAdobe Acrobat Pro Totals: $1,244,955 $248,990 Professional Services Description Hours, DayA, Crust t Rate Tom;Cost UaWs) Conducted prior to Assessment Stage;to Administrative Training 120 15 $170 /hour $20,400 be conducted in EnerGov Duluth,GA headquarters Project Management, Consulting& 3750 469 $170/hour $637,500 Billed monthly as Implementation Services incurred Report Development Services 400 50 $170 If hour $68,000 Billed monthly as incurred C� On-Site End User Training& Billed monthly as Production Support Services 360 45 $170/hour $61,200 incurred Permits Plus Data Data Conversion Services 320 40 $225/hour $72,000 Source&Eden Business Tax/ License Data Totals: 4,950 $859,100 Estimated Travel Expenses Description T°ri'ps Cost l Rate TcAa Mosk (dot Actual expenses to Includes: All transportation, lodging and $1,700/trip/ be billed according diem 32 resource $54,400 to the Tyler p er Business Travel Policy Estimated Totals: 32 $54,400 Proposal Summary Software Costs: $1,244,955 *Multiple Suite Discount: $ 124,495 *Eden Software Credits: Permits& Inspections $ 54,750 Customer Requests $ 31,500 Web Ext.—P& 1 $ 14,400 Web Ext.—Customer Requests $ 14,400 (SUM of software discounts/credits: $239,545) Total Software: $1,005,410 Professional Services: $ 859,100 (SUM of services discounts/credits: $ 23,150) Estimated Travel $ 54,400 Total Proposed Cost: $1,918,910 Annual Support and Maintenance: $248,990 Unless otherwise indicated in the contract or Amendment thereto, pricing for optional items will be held for six(6) months from the Quote date or the Effective Date of the Contract,whichever is later. Customer Approval: Date: Print Name: P.O.#: All primary values quoted in US Dollars Comments Conversion prices are based on a single occurrence of the database. If additional databases need to be converted, these will need to be quoted. Tyler's quote contains estimates of the amount of services needed, based on our preliminary understanding of the size and scope of your project. The actual amount of services depends on such factors as your level of involvement in the project and the speed of knowledge transfer. Tyler's prices do not include applicable local, city or federal sales, use excise, personal property or other similar taxes or duties,which you are responsible for determining and remitting. Project Management includes project planning, kickoff meeting,status calls, task monitoring, verification and transition to support. This quote includes the negotiated NJPA(National Joint Powers Alliance)contract#113011-TTI discount of 10%off Tyler's license fees. I ler 0 technologies Exhibit B Invoicing and Payment Policy Tyler Technologies, Inc. will provide you with the software, products,and services set forth in the Investment Summary of your License and Services Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in your License and Services Agreement. Invoicing: We will invoice you for the applicable license fees, products,and services in the Investment Summary as set forth below. Your rights to dispute any invoice are set forth in your License and Services Agreement. 1. Tyler Software. 1.1 License Fees: License fees are invoiced as follows: (a) 25% ($93,362.50 for Munis and $251,352.50 for EnerGov,for a total of$344,715)on the Effective Date; (b) 50% ($186,725 for Munis and $502,705 for EnerGov,for a total of$689,430)on the date when we make the applicable Tyler Software available to you for downloading(the"Available Download Date"); and (c) 25% (($93,362.50 for Munis and $251,352.50 for EnerGov,for a total of$344,715) ninety (90)days after the Available Download Date. 1.2 Subscription Fees:Year one subscription fees for the Transparency Portal ($25,000) and Tyler Notify($40,000) are invoiced on availability of the product.Subsequent annual subscription fees will be due on the anniversary of that date at Tyler's then-current rate. 1.3 Maintenance and Support Fees:You must pay the Software Support fees provided for in the Eden Contract through September 30, 2015. The first year maintenance and support fees for the Tyler Software, ($268,632 for Munis and$248,990 for EnerGov,for a total of$517,622), which would otherwise be payable on the Available Download Date, are waived through October 1, 2015. On that date,the second year maintenance and support fees for the Tyler Software will be due, at our then-current rates, and you will no longer be invoiced Software Support fees under the Eden Contract. You will, however, be invoiced for Eden Access Support($5,000),also beginning on October 1,2015 and payable annually in advance. Subsequent maintenance and support fees for the Tyler Software, and for Eden Access Support,will be invoiced annually in advance on each anniversary of October 1, 2015,and at our then-current rates. 2. Professional Services. 2.1 Project Planning Services:Any project planning services are invoiced upon delivery of the Implementation Planning Document. 2.2 Consulting Services:Any consulting services are invoiced 50%upon commencement of the service and 50% upon completion of the service, by product. 2.3 Data Conversion Services: Data conversion services are invoiced 50%upon initial delivery of converted data, by conversion option, and 50% upon Client acceptance to load converted data into live environment, by conversion option. 2.4 Implementation and Other Professional Services(excluding training): Munis implementation and other professional services(excluding training) are billed at daily rates, and EnerGov implementation and other professional services (excluding training) are billed at hourly rates. All such services are invoiced on a monthly basis as delivered. 2.5 Training Services: Munis training services are billed in half-day and full-day increments as delivered, and EnerGov training services are billed on an hourly basis as delivered. Both services are invoiced on a monthly basis. 2.6 Requested Modifications to the TylerSoftwore: Requested modifications to Tyler Software are invoiced 50%upon delivery of specifications and 50% upon delivery of the applicable modification. You must report any failure of the modification to conform to the specifications within thirty (30)days of delivery;otherwise,the modification will be deemed to be in compliance with the specifications after the 30-day window has passed. 2.7 Dedicated Project Manager: Dedicated Project Manager service fees will be invoiced every month as delivered, beginning on the first day of the first full month following the project kick-off meeting. 3. Other Services and Fees. 3.1 Operating System/Database Administration Services:OS/DBA Services($30,000) are invoiced on the Available Download Date. OS/DBA Services will renew automatically for additional one (1)year terms at our then-current OS/DBA fee, unless terminated in writing by either party at least thirty(30) days prior to the end of the then-current term. 3.2 Disaster Recovery Services: Disaster Recovery Services($30,000) are invoiced annually in advance upon our receipt of your data. Disaster Recovery services will renew automatically for additional one (1)year terms at our then-current Disaster Recovery fee, unless terminated in writing by either party at least thirty(30) days prior to the end of the then-current term. 3.3 Payroll Tax Table Update Fee:The first year Payroll Tax Table Update Fee for the two-year period commencing on the Available Download Date($1,000) is waived. Subsequent annual Payroll Tax Table Update fees will be due on the anniversary of the Available Download Date. Annual Payroll Tax Table Update services will renew automatically for additional one-year terms at our then-current Annual Payroll Tax Table Update service fee, unless terminated in writing by either party at least thirty(30)days prior to the end of the then-current term. 4. Third Party Products. 4.1 Third Party Software License Fees: License fees for Third Party Software are invoiced when we make it available to you for downloading($12,980). 4.2 Third Party Hardware:Third Party Hardware costs ($25,070) are invoiced upon delivery. 4.3 Tyler Notify Minutes and Messages:Tyler Notify Minutes ($2,500) and Messages ($1,250) are invoiced upon product availability. Subsequent fees for minutes and messages will be due when additional minutes and messages are requested and made available. 5. Expenses. The service rates in the Investment Summary do not include travel expenses. Expenses will be billed as incurred and only in accordance with our then-current Business Travel Policy. Our current Business Travel Policy is attached to this Exhibit B at Schedule 1. Copies of receipts will be provided on an exception basis at no charge. You will incur an administrative fee if you request receipts for all non-per diem expenses. Receipts for mileage or miscellaneous items less than twenty-five dollars are not available. Payment. Payment for undisputed invoices is due within forty-five (45)days of the invoice date. Maintenance and support fees are due on each anniversary of the Available Download Date. We prefer to receive payments electronically. Our electronic payment information is: Bank: Wells Fargo Bank, N.A. 420 Montgomery San Francisco,CA 94104 ABA: 121000248 Account: 4124302472 Beneficiary: Tyler Technologies, Inc.—Operating % :I** t •® technologies Exhibit B, Schedule 1 Business Travel Policy 1. Air Travel A. Reservations &Tickets Tyler's Travel Management Company(TMC)will provide an employee with a direct flight within two hours before or after the requested departure time, assuming that flight does not add more than three hours to the employee's total trip duration and the fare is within $100(each way)of the lowest logical fare. If a net savings of$200 or more(each way) is possible through a connecting flight that is within two hours before or after the requested departure time and that does not add more than three hours to the employee's total trip duration,the connecting flight should be accepted. Employees are encouraged to make advanced reservations to take full advantage of discount opportunities. Employees should use all reasonable efforts to make travel arrangements at least two (2)weeks in advance of commitments. A seven day advance booking requirement is mandatory. When booking less than seven days in advance,management approval will be required. Except in the case of international travel where a segment of continuous air travel is scheduled to exceed six hours,only economy or coach class seating is reimbursable. B. Baggage Fees Reimbursement of personal baggage charges are based on trip duration as follows: • Up to five days=one checked bag • Six or more days=two checked bags Baggage fees for sports equipment are not reimbursable. 2. Ground Transportation A. Private Automobile Mileage Allowance—Business use of an employee's private automobile will be reimbursed at the current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated by using the employee's office as the starting and ending point,in compliance with IRS regulations. Employees who have been designated a home office should calculate miles from their home. B. Rental Car Employees are authorized to rent cars only in conjunction with air travel when cost,convenience,and the specific situation reasonably require their use. When renting a car for Tyler business,employees should select a "mid-size"or"intermediate"car. "Full'size cars may be rented when three or more employees are traveling together. Tyler carries leased vehicle coverage for business car rentals; additional insurance on the rental agreement should be declined. C. Public Transportation Taxi or airport limousine services may be considered when traveling in and around cities or to and from airports when less expensive means of transportation are unavailable or impractical. The actual fare plus a reasonable tip(15-18%)are reimbursable. In the case of a free hotel shuttle to the airport, tips are included in the per diem rates and will not be reimbursed separately. D. Parking&Tolls When parking at the airport,employees must use longer term parking areas that are measured in days as opposed to hours. Park and fly options located near some airports may also be used. For extended trips that would result in excessive parking charges, public transportation to/from the airport should be considered. Tolls will be reimbursed when receipts are presented. 3. Lodging Tyler's TMC will select hotel chains that are well established, reasonable in price,and conveniently located in relation to the traveler's work assignment. Typical hotel chains include Courtyard, Fairfield Inn, Hampton Inn,and Holiday Inn Express. If the employee has a discount-rate,with a local hotel,the hotel reservation should note that discount and the employee should confirm the lower rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be noted in their travel profiles so that the employee can take advantage of any lower club rates. "No shows"or cancellation fees are not reimbursable if the employee does not comply with the hotel's cancellation policy. Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed separately. 4. Meals and Incidental Expenses Employee meals and incidental expenses while on travel status are in accordance with the federal per diem rates published by the General Services Administration. Incidental expenses include tips to maids, hotel staff,and shuttle drivers and other minor travel expenses. Per diem rates are available at www.gsa.gov/perdiem. A. Overnight Travel For each full day of travel,all three meals are reimbursable. Per diems on the first and last day of a trip are governed as set forth below. Departure Day Depart before 12:00 noon Lunch and dinner Depart after 12:00 noon Dinner Return Day Return before 12:00 noon Breakfast Return between 12:00 noon&7:00 p.m. Breakfast and lunch Return after 7:00 p.m.* Breakfast,lunch and dinner *7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner The reimbursement rates for individual meals are calculated as a percentage of the full day per diem as follows: • Breakfast 15% • Lunch 25% • Dinner 60% B. Same Day Travel Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the event they return home after 7:00 p.m.* *7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner 5. Internet Access—Hotels and Airports Employees who travel may need to access their e-mail at night. Many hotels provide free high speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If an employee's hotel charges for internet access it is reimbursable up to$10.00 per day. Charges for internet access at airports are not reimbursable. 00% :0* tyler technologies Exhibit C Maintenance and Support Agreement We will provide you with the following maintenance and support services for the Tyler Software licensed to you. Capitalized terms not otherwise defined will have the meaning assigned to such terms in your License and Services Agreement. 1. Term. We provide maintenance and support services on an annual basis. The initial term commences on the date when we make the Tyler Software available to you for downloading(the "Available Download Date")and remains in effect for one(1)year. The term will renew automatically for additional one (1)year terms at Tyler's then-current maintenance and support fees, unless terminated in writing by either party at least thirty(30) days prior to the end of the then-current term. 2. Maintenance and Support Fees. The maintenance and support fees for the Tyler Software licensed to you, and for Eden Access Support on the Licensed Program, as defined in the Eden Contract, are listed in the Investment Summary of your Agreement. Those amounts are payable in accordance with our Invoicing and Payment Policy. We will provide you with at least forty-five (45)days written notice of any change in your annual maintenance and support fees. We reserve the right to suspend maintenance and support services if you fail to pay undisputed maintenance and support fees within sixty(60) days of the due date. We will reinstate maintenance and support services only if you pay all past due maintenance and support fees, including all fees for the periods during which services were suspended. 3. Maintenance and Support Services. As long as you timely pay your maintenance and support fees,we will, consistent with our then-current Support Call Process: 3.1 perform our maintenance and support obligations in a professional,good, and workmanlike manner, consistent with industry standards,to conform the Tyler Software to the warranty set forth in your Agreement; provided, however,that if you modify the Tyler Software without our consent, our obligation to provide maintenance and support services on and warrant the Tyler Software will be void; 3.2 provide telephone support during our established support hours; 3.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third Party Software in order to provide maintenance and support services; 3.4 provide you with a copy of all releases to the Tyler Software(including updates and enhancements)that we make generally available without additional charge to customers who have a maintenance and support agreement in effect;and 3.5 support prior releases of the Tyler Software in accordance with our then-current release life cycle policy. 4. Licensed Program. We will continue to provide maintenance and support services on the Licensed Program,as defined in the Eden Contract, until the Tyler Software is in productive use. Thereafter, our sole maintenance and support obligation on the Licensed Program will be to provide Eden Access Support, as set forth in the Investment Summary,to support your access to the Licensed Program's, as set forth in Section 6(1.8)of the Agreement. For the avoidance of doubt,that access support will not include upgrades and/or enhancements to the Licensed Program. 5. Client Responsibilities. We will use all reasonable efforts to perform any maintenance and support services remotely. Therefore,you agree to maintain a high-speed internet connection capable of connecting us to your PCs and server(s). You agree to provide us with a login account and local administrative privileges as we may reasonably require to perform remote services. We will,at our option, use the secure connection to assist with proper diagnosis and resolution,subject to any reasonably applicable security protocols. If we can't resolve a support issue remotely,we may be required to provide onsite services. In such event,you agree to provide us with full and free access to the Tyler Software,working space, adequate facilities within a reasonable distance from the equipment, and use of machines, attachments,features,or other equipment reasonably necessary for us to provide the maintenance and support services, all at no charge to us. We strongly recommend that you also maintain a VPN for backup connectivity purposes. 6. Excluded Services. Maintenance and support fees do not include fees for the following services: (a) initial installation or implementation of the Tyler Software; (b)onsite maintenance and support (unless Tyler cannot remotely correct a defect in the Tyler Software); (c)application design; (d)other consulting services; (e) maintenance and support of an operating system or hardware; (f)support that commences outside our normal business hours as listed in our then-current Support Call Process;or (g) installation,training services,or third party product costs related to a new release. Requested maintenance and support services beyond those outlined in this section will be billed to you at our then current rates. 7. Current Support Call Process. Our current Support Call Process is attached to this Exhibit C at Schedule 1(Munis) and Schedule 2 (EnerGov). ® ®!� tyler ®® teChnul©gies Exhibit C, Schedule 1 Support Call Process Tyler Technical Support Department for Munis® Goal:To provide an effective support mechanism that will ensure timely resolution to calls, resulting in high-level client satisfaction. Contact Us Call Tyler's toll free number(800-772-2260) or log a support request online through the Tyler Client Portal available at Tyler's Support Web site (www.tylertech.com). Support Organization Tyler's Technical Support Department for its ERP/Schools Division (also referred to as "Munis") is divided into multiple teams: Financials; Payroll/HR/Pension;Tax/Other Revenue and Collections; Utility Billing and Collections; OS/DBA(Operating System and Database Administration); and TylerForms and Reporting Services. These "product-specific"teams allow support staff to focus on a group of products or services.A group of specialists assigned to each team handle calls quickly and accurately. Each team consists of a Munis Support Product Manager, Support Analysts, and Technical Support Specialists.The Support Product Manager is responsible for the day-to-day operations of the team and ensures we provide exceptional technical support to our clients.The Support Analysts are responsible for assisting the team with clients' issues, and provide on-going team training.Technical Support Specialists are responsible for diagnosing and resolving client issues in a timely and courteous manner. Standard Support Hours Applications Hours Financials 8:00am-9:00pm EST Monday-Friday Payroll/HR/Pension 8:00am-9:00pm EST Monday-Friday Tax/Other Revenue&Collections 8:00am-6:00pm EST Monday-Friday Utility Billing&Collections 8:00am-8:00pm EST Monday-Friday OS/DBA 8:00am-9:00pm EST Monday-Friday TylerForms& Reporting Services 8:00am-9:00pm EST Monday-Friday Focus on Incoming Rate When you call Technical Support,your call is answered by a Support Technician, or is transferred into the Support voice mail. Our goal is to capture 75%of our daily incoming calls, which means you will often start working with a Support Specialist immediately upon calling Tyler. Leaving Messages for Support When leaving a message on the Support voice mail, ensure the following information is contained within the message: • your full name(first name, last name)and the site you are calling for/from; • a phone number where you can be reached; • the details of the issue or question you have (i.e.: program, • process, error message); • the priority of the issue (1, 2, 3, or 4);and • when you will be available for a return call (often Support will call back within an hour of receiving your message). Paging All client questions are important to us.There may be times when you are experiencing a priority 1 critical issue and all technicians for the requested team are on the line assisting clients. In this circumstance, it is appropriate to press"0"to be redirected to the operator. The operator will page the team you need to contact. We ask that you reserve this function for those times when Munis is down, or a mission critical application is down and you are not able to reach a technician immediately. Online Support Some questions can be handled effectively by e-mail. Once registered as a user on Tyler's Support Web site at Www.tylertech.com,you can ask questions or report issues to Support through "Customer Tools". Tyler's Client Portal (TCP) allows you to log an- incident to Technical Support anytime from any Internet connection.All TCP account, incident,and survey data is available in real-time. Your existing contact information defaults when you add a new Support incident. You will be asked for required information including Incident Description, Priority, Product Group, and Product Module. Unlimited work-note text is available for you to describe the question or problem in detail, plus you can attach files or screenshots that may be helpful to Support. When a new incident is added,the incident number is presented on the screen,and you will receive an automated e-mail response that includes the incident number.The new incident is routed to the appropriate Technical Support Team queue for response.They will review your incident, research the item, and respond via e-mail according to the priority of the incident. Customer Relationship Management System Every call or e-mail from you is logged into our Customer Relationship Management System and given a unique call number.This system tracks the history of each incident, including the person calling,time of the call, priority of the call, description of the problem,support recommendations,client feedback, and resolution. For registered users on Tyler's Support Web site (www.tylertech.com),a list of calls is available real-time under the Tyler Client Portal(TCP). Call Numbers Support's goal is to return clients' calls as soon as possible. Priority 1 calls received before the end of business will be responded to that day. If you are not available when we call back, we will leave a message with the open call number on your voice mail or with a person in your office. When you call back, you can reference this call number so you do not have to re-explain the issue. An open call number is also given to you once an initial contact has been made with Support and it has been determined that the issue can't be resolved during the initial call.The open call number lets you easily track and reference specific open issues with Support. Call Response Goals Support will use all reasonable efforts to address open calls as follows: Open Maximum number of days a Support managers and analysts Call support call is open review open calls Priority 1 Less than a day Daily 2 10 Days or less Every other day 3 30 Days or less Weekly 4 60 Days or less Weekly Call Priorities A call escalation system is in place where,each day, Support Analysts and Product Support Managers review open calls in their focus area to monitor progress. Each call logged is given a priority(1, 2, 3, and 4) according to the client's needs/deadlines.The goal of this structure is to clearly understand the importance of the issue and assign the priority for closure.The client is responsible for setting the priority of the call.Tyler Support for Munis tracks responsiveness to priority 1, 2,and 3 calls each week.This measurement allows us to better evaluate overall client satisfaction. Priority 1 Call — issue is critical to the client, the Munis application or process is down. Priority 2 Call — issue is severe, but there is a work around the client can use. Priority 3 Call — issue is a non-severe support call from the client. Priority 4 Call — issue is non-critical for the client and they would like to work with Support as time permits. Following Up on Open Calls Some issues will not be resolved during the initial call with a Support Technician. If the call remains open, the technician will give you an open call number to reference,and will confirm the priority of the incident. If you want to follow up on an open call, simply call the appropriate Support Team and reference the call number to the Technician who answers or leave this information in your message. Referencing the open call number allows anyone in support to quickly follow up on the issue.You can also update the incident through TCP on Tyler's Web site (www.tylertech.com)and add a note requesting follow-up. Escalating a Support Call If the situation to be addressed by your open call has changed and you need to have the call priority adjusted, please call the appropriate Support Team and ask to be connected to the assigned technician. If that technician is unavailable,another technician on the team may be able to assist you, or will transfer you to the Product Support Team Manager. If you feel you are not receiving the service you need, please call the appropriate Product Manager and provide them with the open call number for which you need assistance.The Product Manager will follow up on your open issue and determine the necessary action to meet your needs. Technical Support Product Managers: Financials Team Michelle Madore (X4483) (michelle.madore @ tylertech.com) Payroll/HR/Pension Team Sonja Johnson (sonja.johnson @tylertech.com) (X4157) Tax/Other Revenue/Utility Billing Steven Jones (steven.jones @tylertech.com) (X4255) Team OS/DBA Team Ben King(ben.king @tylertech.com) (X5464) TylerForms& Reporting Services Michele Violette(michele.violette @ tylertech.com) (X4381) If you are unable to reach the Product Manager, please call CJ McCarron, Vice President of Technical Support at 800-772-2260, ext. 4124 ci.mccorron@tvlertech.com A number of additional resources are available to you to provide a comprehensive and complete support experience. • Munis Internet Updater(MIU):Allows you to download and install critical and high priority fixes as soon as they become available. • Release Admin Console:Allows you to monitor and track the availability of all development activity for a particular release directly from Munis. • Knowledgebase:A fully searchable depository of thousands of documents related to Munis processing, procedures, release info, helpful hints,etc. Remote Support Tool Some Support calls may require further analysis of your database or setup to diagnose a problem or to assist you with a question.GoToAssist®shares your desktop via the Internet to provide you with virtual on-site support.The GoToAssist tool from Citrix(www.citrix.com) provides a highly secure connection with 128-bit, end-to-end AES encryption. Support is able to quickly connect to your desktop and view your site's setup, diagnose problems,or assist you with screen navigation. At the end of each GoToAssist session,there is a quick survey you should complete so we have accurate and up-to-date feedback on your Support experiences. We review the survey data in order to continually improve our Support services. E-mail Registration Clients can go to our Web site and register for e-mail "groups" based on specific Munis applications. We use these groups to inform clients of issues, and to distribute helpful technical tips and updated technical documentation.The survey information allows you to update your registration at any time, and you may unregister for one or more distribution lists at any time. Tyler Web site Once you have registered as a user on Tyler's Support Web site (www.tylertech.com),you have access to "Customer Tools" and other information such as online documentation, user forums,group training schedule/sign-up, and annual user conference updates/registration. Timely TCP Progress Updates Our technicians are committed to providing you timely updates on the progress of your open support incidents via the Tyler Client Portal.The frequency of these updates is determined by issue priority. Priority 1 Incidents— Daily updates (only if phone contact is not possible) Priority 2 Incidents— Weekly Updates Priority 3 Incidents— Bi-weekly Updates Priority 4 Incidents— Bi-weekly Updates Updates will also be provided for any issue, regardless of priority,when action items have been completed or when there is pertinent information to share. ® ® � tyler 0 technologies Exhibit C, Schedule 2 EnerGov Support Call Process STANDARD SUPPORT SERVICES Support Services Introduction and Definitions EnerGov dedicates considerable time and money ensuring that our customers have available the support services that meets or exceeds our customer's expectation. Customer Service and Customer Support excellence permeates to every department and every employee of EnerGov. Customer Support is an EnerGov Support Services provides Fault and non-Fault support. 1. Fault Support 2. Non-Fault Support- a. Enhancement Support b. User Comfort Support Fault Support Fault Support is needed when you are unable to perform required tasks within the EnerGov system. Non-Fault- Enhancement Support , Enhancement Support includes the periodic updating of the EnerGov applications with software updates or new version releases. Procedures for implementing new versions of software are when the new version is issued. Non-Fault- User Comfort Support User Comfort Support includes a wide variety of services included with your EnerGov Software Support Agreement. User Comfort Support also includes certain fee-based support. For example,the development of completely new Crystal Reports to interact with and imbed in EnerGov, is available for a modest fee. Other examples of fee-based support include the providing of applications or services beyond the scope of the original agreement between your organization and EnerGov. In those cases,EnerGov is happy to quote the additional costs. ENERGov's RESPONSIBILITIES TO You EnerGov is committed to providing superior support for your EnerGov system. EnerGov Support Technicians are highly trained and intimately familiar with the EnerGov application. Because they work directly with government agencies throughout the U.S.and internationally,they are well versed on the type of work accomplished by customers like you. EnerGov help Desk EnerGov maintains the Help Desk in Duluth,Georgia. EnerGov support is never handled by any"offshore"service provider. EnerGov's development team is located in the same facility as EnerGov's Help Desk. If an issue develops requiring the assistance of the development team,Help Desk technicians have unlimited access to those who develop and maintain the software. All software EnerGov provides is developed"in-house." If, in the process of diagnosing a potential EnerGov support issue, it is discovered that a peripheral system is the cause of a fault,EnerGov will notify you so that you may contact the support agency for that peripheral system. EnerGov cannot support or maintain any hardware or third-party software. Unlimited Phone Support Unlimited Phone Support is available during our normal support hours(7 a.m.to 8 p.m.EST,Monday through Friday except certain holidays). EnerGov phone support is available on the days and during the times that you are engaged in your daily work assignments. When you need it, it's there. Phone support is available at 888.355.1093 then press"2"for a Customer Support Technician. Unlimited Email Support You may send EnerGov support questions or issues to energovsupport(a)tylertech.com. This account is continuously monitored during normal support hours. EnerGov's response will be directed back to the senders email, unless a request for voice contact is made in the email and a proper phone number is provided. Free Upgrades EnerGov makes available minor and major releases of the EnerGov software at no additional cost to you if you have continuously paid for Software Support since the initial licensing of the EnerGov software. If there are gaps in your Software Support,you should contact EnerGov's Help Desk for information about becoming eligible for free upgrades.EnerGov provides direct support for the two(2)most recent major versions of EnerGov software. Remote Support In the process of providing user's support there may be times when it is desirable for the EnerGov Help Desk technician to access,through the Internet,a user's PC and view the support needed directly from the user's desktop. EnerGov uses third-party software such as Citrix Gotoassist or Bomgarto accomplish this. Permission is required from the user whose desktop is being accessed before EnerGov can,or will,access the PC and the user must agree to the installation of the small application that allows remote access. EnerGov cannot access and is,in fact,prevented from accessing the user's PC without the user's granting that access. Response Time EnerGov cannot guarantee a resolution time but EnerGov will work diligently to resolve all issues and concerns as quickly as possible CUSTOMER RESPONSIBILITY Provide Named "Single Point"Contact Persons Business Contact:The Business Contact person liaises with EnerGov on issues dealing with business and/or contractual issues. This individual typically contacts EnerGov to make changes in the EnerGov contract, such as adding more licenses,expanding services to include new custom reports,etc. Email and phone information should be provided to EnerGov's Help Desk during the software implementation.Additionally,a "backup"person should be assigned. Technical Contact:The Technical Contact is responsible for the technical aspects of EnerGov Product.This person liaises directly with EnerGov for all technical issues. The Technical contact should have a minimum level of technical experience and training.(See Appendix B.)Email and phone information should be provided to EnerGov's Help Desk during the software implementation. Additionally,a"backup"person should be assigned. Calls to EnerGov's Help Desk are typically made by this individual of their backup person. VPN Access for EnerGov Support Personnel Resolution for certain support issues may require access to the EnerGov Server located within your agency, usually in a server room with other computers and communication equipment. The customer should provide VPN access through the existing firewall into the EnerGov Server. This allows the EnerGov Support Technician to make changes, install software updates and upgrades. Once granted access,EnerGov Support Technicians follow all security requirements you require from us. Hardware and Other Systems Customer will need to insure that the following items have been addressed.This is critical for EnerGov to provide the highest level of support: • Hardware should be maintained for all CPUs executing EnerGov products • Support contracts for all third-party software(for example, operating system, database management system, etc.) associated with EnerGov products should be maintained. EnerGov does not support these third-party products. • Database backups should be scheduled on a daily basis and verified that they are successful. GOLD LEVEL CUSTOMER SUPPORT - HELP DESK SUPPORT PROCEDURES Fault Support When reporting a fault to the Help Desk,please have all the following information available: • A business explanation of the issue's severity. • Application and revision of current version. • Module or screen where fault occurred • Description of the fault,including specific steps taken to initiate the fault • Whether it is repeatable or random fault • Other data or information useful in determining resolution • Self assessment of the priority level that should be assigned to this fault (please see Priority Levels in Appendix A) "Non-Fault"Support Non-fault support typically has a low priority level and,depending on the request,can be handled at a mutual time agreeable to the user and the Support Technician. Many non-fault support questions are handled immediately. For example,"show me how to create a custom field." In cases like these,the EnerGov Support Technician may"log into"the user's system and provide"hands-on" instruction and direction. (Note: Requests dealing with changes in the EnerGov configuration must come through an authorized,pre-designated individual who has authority to make decisions regarding the EnerGov configuration). EnerGov Customer Resource Management system All Help Desk Calls are logged into the EnerGov Customer Resource Management System(CRM). This system assists in tracking detail information about all issues encountered by EnerGov's Help Desk.This includes your questions, issues,and problems.All issues are assigned a unique case number.Each incident contains information such as: • Case Number • Issue Type • Customer Contact Information • Account Manager • Software/Hardware involved versions,revisions,etc. • Affected Application/Transaction/Screen/Activity • Error Codes • Case Description • Severity Explanation • Priority • Status and Completion Codes • Actions(with narrative) taken • Case Resolution • Time and Date Stamping of all activity EnerGov's assures timely escalation and status feedback.This system allows us to identify recurring problems,report trends,and recommend system fixes or additional training and education,as appropriate. Effective use of issue history and configuration data enhances issue resolution and provides greater overall satisfaction with the EnerGov products. Escalation Fault reporting and other Help Desk requests are addressed in accordance with their associated priority levels (See Appendix A). EnerGov relies on you to fully explain the severity and impact on your business to properly set realistic priority levels on all issues. EnerGov Help Desk Technicians are highly trained,both technically and operationally on the EnerGov applications. Most Help Desk calls are resolved effectively and efficiently. In the event a fault is reported that the Help Desk Technician is unfamiliar with or unaware of,he or she will immediately internally escalate to see if the reported fault is a known fault for which a fix is available or if it is a new fault reported for the first time. New faults are immediately(logged and)escalated to EnerGov's Professional Services or Research&Development Teams,which may provide assistance in finding a short-term"work-around"until a permanent fix can be determined and issued through a software update. After a fault is reported and a priority assigned,you may feel that the priority is incorrect.Typical reasons for a priority escalation are: • Problem has become more frequent or more severe since initial report • Issue has been unresolved for an unexpected amount of time Internal escalation is a regular feature of EnerGov's Help Desk procedures. Team Supervisors and Managers are aware of and following high priority fault reporting. However, if you feel that your Help Desk Technician fails to appreciate your unique issues,please ask to be transferred to his or her supervisor. Closure EnerGov provides closure, which may include written documentation,a program fix,a procedural work-around,or some other solution or material.After we feel the issue has been fully responded to,we will request a confirmation from you to close the issue. If we don't get conformation back within 48hr's we will consider the issue resolved and close the case.Once a case is closed a confirmation email will be sent to the contact that is listed in the CRM. SOFTWARE ENHANCEMENT REQUESTS EnerGov accepts and logs all product enhancement requests and passes these requests to EnerGov's Research &Development Department.These requests are assigned a priority based on their general ability to deliver benefits to our Customer base then logged into our tracking system and reviewed quarterly for inclusion into new product releases.These requested enhancements are evaluated with respect to internal development plans and are selected based upon several criteria, including: effort versus benefit,applicability to Customer base and prospects,consistency with best land management systems practices and with our technical and functional development strategic direction.Customers can request a status of any particular requested enhancement,and EnerGov will provide: 1)whether the feature has been evaluated as yet;2)if it has been scheduled for a release,and if so the planned release date;3)if it has been accepted as a good idea,but not yet selected for development;or 4)if it was rejected and why.Generally a request is rejected only if it is not generic enough to become part of a packaged product or if it is not consistent with our concept of best land management practices. If a customer enhancement request cannot be delivered in time to meet a Customer's critical business need and it meets our"best land management practices and generic tests,then a Customer or group of Customers may request EnerGov to deliver the enhancement outside of a standard product release.This will be done at the Customer's cost on a"time and materials"basis.In most cases enhancements sponsored in this manner will be rolled into the standard product in one of the next releases. GENERAL TERMS OF SOFTWARE SUPPORT Software definition of the EnerGov System The EnerGov system includes only the EnerGov software suite of products. The EnerGov system does not include components outside of the EnerGov Products(e.g.,operational questions, network problems,database errors,phone lines,or configuration). Coverage EnerGov covers the diagnosis and repair of product faults in EnerGov Products.Faults are defined as processing which prevents the product from performing as designed.EnerGov reserves the right to classify issues as faults, feature enhancements,or non-product related issues.Faults are covered in this agreement. Suggested product feature enhancements are taken as information to be considered in future version releases. Non product related issues are often the root cause of apparent EnerGov Product faults.These are likely to be database errors,network problems, firewall issues,or operating system configuration errors.Support does not cover resolving non-EnerGov product problems,such as database,operating system, network or other related applications,which are directly affecting the performance and abilities of EnerGov products.EnerGov support will work with you to identify the source of these problems. When a non-product related issue is identified as the root cause, it is the customer's responsibility to resolve the problem. If the Customer desires additional EnerGov assistance on a non-product related issue,"time and material"charges will apply,over and above the fees paid for EnerGov Support. On-Site Support The fee for EnerGov Support does not cover the cost of EnerGov employees traveling to a customer's site to resolve product issues.EnerGov will attempt to resolve all issues without travel; however, if travel is required to resolve a Priority I or 2 issue,the customer is responsible for all travel expenses.EnerGov will not charge for the labor to resolve a product-related issue or technical question. EnerGov reserves the right to handle all support related issues remotely as a first level of support until all attempts to resolve the issue have been exhausted,and the Customer agrees in advance to pay the travel expense.The fee for EnerGov Support does not cover the cost to assist in performing product upgrades on-site.In most cases, with qualified Customer personnel,phone and dial-in/internet(webinar)support for upgrades is sufficient.However,when releases involve database changes or any customization has been performed,and it is desired to minimize impact on the production environment,then it is often advisable to use EnerGov assistance in performing the upgrade.Time and travel expense will be charged at the then current rates. Exceptions Any problem resulting from the misuse, improper use,unauthorized alteration,or damage of the software;any problem caused by the modification not authorized by EnerGov;or any problem resulting from the combination of EnerGov Products with hardware,programming or other equipment to the extent such combination has not been approved by EnerGov are not covered by this EnerGov Support agreement.Any resolution to these problems will be on a"time and materials"basis at the then current Professional Services rates for Technical Consultants. Limitation on Back-Level Support If Customer chooses not to install any Release,EnerGov will,at Customer's request,use its reasonable efforts to maintain versions of the Software prior to the Current Release(and the one Release immediately preceding-the Current Release),subject to an additional charge,and subject to availability of EnerGov technical support staff. APPLNDix A: CUSTOLMER SUPPORT PRIORI-ry LE\/I=-]_,S — FAULT AND NON-FAUI_,T' LL\JI=LS Priority Level Definition EnerGov Response Goal Resolution Time Production/system is down and work 1 cannot continue until problem is fixed. All parties to work continuously ASAP,with status reports Or system is executing but not usable* until problem is resolved. daily if not fixed within 24 output is generated. hours. Inaccurate or loss of business data. The output is not being saved correctly Work should continue on a 72 hours, with status reports 2 or the defect prevents the nominal** normal workday basis until a every two days,if not fixed solution from being generated. permanent solution is in place. within 72 hours. Problem is occurring in a business critical module,and there is no work- around. Issue is not critical to the business or Resolution is worked into a 3 there is a workaround to an otherwise planned project repair and Next Available Release priority 1 or 2 issue. development schedule. Resolution deferred or Non-Fault trivial,cosmetic,"aught-to- development efforts are scheduled Future Release 4 be"or ease of use issues in the involved program(s)or software module. Non-Fault Support: If there is an urgent business need 5 -New-report creation,outside the for a report modification,advise contracted scope of work from the the Help Desk Technician. (ask for a time quote) initial implementation,is available for additional costs. Assistance with modifications to existing reports is accomplished as time permits.Other non-fault support requests are handled as time permits,usually immediately or, in some cases,after scheduling through the user. *Not usable is defined as the customer cannot use the product in the live production environment to fulfill a critical business need,for which the product was intended. ** Nominal is defined as the output normally generated when no anomalies are occurring. APPENDIX B: TECHNICAL. CONTACTS - MfNiimuU�m RECO,'VI,%4ENDED TRAINING The following minimum recommended training is necessary for your Technical Contacts to perform basic system and database administration and to allow EnerGov to effectively provide the support outlined in this document.Please note that systems administration of the EnerGov product is not included within EnerGov's standard support and maintenance. • Basic application specific functions and utilities(provided as part of a typical EnerGov Install as System Administration training): • Start-up Shut-down EnerGov Product • Insert,Update,and Delete basic setup data through EnerGov Product • Setup,add,modify,and delete,specific business data and fees • Troubleshoot basic EnerGov application • Add and Modify users,roles,and permissions • Intermediate application diagnostic and correction skills(provided by EnerGov as additional training): • Be able to back-up and restore your database • Understand and know how to configure your ini files • Able to apply upgrades • Learn how to diagnose common errors • Attach,Detach,and backup of EnerGov database • Basic Crystal Report Writing training Note: EnerGov provides technical support under EnerGov's standard support and maintenance program.If system or database administration support is requested and provided,EnerGov will bill for the time required on an hourly basis at its then current,published rates. ® . ®� technologies Exhibit D Third-Party End User License Agreements Adobe End User License Agreement ADOBE SYSTEMS INCORPORATED ADOBE CENTRAL OUTPUT SOFTWARE Software License Agreement NOTICE TO USER: THIS LICENSE AGREEMENT GOVERNS INSTALLATION AND USE OF THE ADOBE SOFTWARE DESCRIBED HEREIN BY LICENSEES OF SUCH SOFTWARE. INSTALLATION AND USE OF THE SOFTWARE IS NOT PERMITTED UNLESS ADOBE HAS GRANTED LICENSEE THE RIGHT TO DO SO AS SEPARATELY PROVIDED IN WRITING BY ADOBE. LICENSEE AGREES THAT THIS AGREEMENT IS LIKE ANY WRITTEN NEGOTIATED AGREEMENT SIGNED BY LICENSEE. BY CLICKING TO ACKNOWLEDGE AGREEMENT TO BE BOUND DURING REVIEW OF AN ELECTRONIC VERSION OF THIS LICENSE,OR DOWNLOADING,COPYING, INSTALLING OR USING THE SOFTWARE, LICENSEE ACCEPTS ALL THE TERMS AND CONDITIONS OF THIS AGREEMENT. THIS AGREEMENT IS ENFORCEABLE AGAINST ANY PERSON OR ENTITY THAT INSTALLS AND USES THE SOFTWARE AND ANY PERSON OR ENTITY(E.G., SYSTEM INTEGRATOR,CONSULTANT OR CONTRACTOR)THAT INSTALLS OR USES THE SOFTWARE ON ANOTHER PERSON'S OR ENTITY'S BEHALF. LICENSEE'S RIGHTS UNDER THIS AGREEMENT MAY BE SUBJECT TO ADDITIONAL TERMS AND CONDITIONS IN A SEPARATE WRITTEN AGREEMENT WITH ADOBE THAT SUPPLEMENTS OR SUPERSEDES ALL OR PORTIONS OF THIS AGREEMENT. 1. Definitions 1.1 "Adobe" means Adobe Systems Incorporated,a Delaware corporation, 345 Park Avenue, San Jose, California 95110,if subsection 9(a)of this Agreement applies; otherwise it means Adobe Systems Software Ireland Limited,4-6 Riverwalk,Citywest Business Campus, Saggart, Dublin 24, Ireland, a company organized under the laws of Ireland and an affiliate and licensee of Adobe Systems Incorporated. 1.2 "Authorized Users" means employees and individual contractors(i.e.,temporary employees) of Licensee. 1.3 "Computer" means one or more central processing units("CPU") in a hardware device(including hardware devices accessed by multiple users through a network("Server")) that accepts information in digital or similar form and manipulates it for a specific result based on a sequence of instructions. 1.4 "Deliver" means to transmit data directly or indirectly over a network to a printing device or any other device for the purpose of printing. 1.5 "Development Software"means Software licensed for use in a technical environment solely for internal development and testing and not for use as Production Software. 1.6 "Disaster Recovery Environment" means Licensee's technical environment designed solely to allow Licensee to respond to an interruption in service due to an event beyond Licensee's control that creates an inability on Licensee's part to provide critical business functions for a material period of time. 1.7 "Documentation" means the user manuals and/or technical publications as applicable,relating to installation,use and administration of the Software. 1.8 "Internal Network"means Licensee's private,proprietary network resource accessible only by Authorized Users. "Internal Network" specifically excludes the Internet(as such term is commonly defined) or any other network community open to the public, including membership or subscription driven groups,associations or similar organizations. Connection by secure links such as VPN or dial up to Licensee's Internal Network for the purpose of allowing Authorized Users to use the Software should be deemed use over an Internal Network. 1.9 "License Metric"means each of the per-unit metrics used by Adobe in connection with the licensed quantities identified as separately provided in writing by Adobe to describe the scope of Licensee's right to use the Software. One or more of the following types of License Metrics applies to each Software Product as further provided herein: (a) Per-Computer. Licensee may install and use the Adobe Output Designer software on no more than the licensed number of Computers. (b) Per-User. The total number of Authorized Users that directly or indirectly request or receive content that has been processed by the Software may not exceed the licensed quantity of users. (c) Per-Server.The total number of Servers on which the Software is installed may not exceed the licensed quantity of Servers. 1.10 "Location" means a specific building or physical location as identified by its unique street address. 1.11 "Production Software"means Software licensed for productive business use. 1.12 "SDK Components" means the sample software code, application programming interface,header files and related information, and the file format specifications,if any, included as part of the Software as described in the Documentation or a"Read Me" file accompanying the applicable Software. 1.13 "Software"means the object code version of the software program(s) specified in a separate written agreement signed by Adobe,including all Documentation and other materials provided by Adobe to Licensee under this Agreement. The term "Software Product"may also be used to indicate a particular product,and otherwise has the same meaning as Software. 2. License. Subject to the terms and conditions of this Agreement,Adobe grants to Licensee a perpetual,non-exclusive license to install and use the Software delivered hereunder according to the terms and conditions of this Agreement, on Computers connected to Licensee's Internal Network,on the licensed platforms and configurations,in the manner and for the purposes described in the Documentation. The following additional terms also apply to Licensee's use of the Software. 2.1 License Metric. Licensee's right to install and use the Software is limited based on whether the Software is licensed as Production Software or Development Software(as separately provided in writing by Adobe) and the License Metrics applicable to the particular Software Products licensed(as separately provided in writing by Adobe)and subject to the terms in Section 3,unless Licensee has licensed the Software for evaluation purposes,in which case the terms of Section 4 apply. 2.2 SDK Components. Licensee's Authorized Users may install and use the SDK Components for purposes of facilitating use of the Software in accordance with this Agreement. Licensee agrees that Licensee will treat the API Information with the same degree of care to prevent unauthorized disclosure to anyone other than Authorized Users as Licensee accords to Licensee's own confidential information,but in no event less than reasonable care. Licensee's obligations under this Section 2.2 with respect to the API Information shall terminate when Licensee can document that the API Information was in the public domain at or subsequent to the time it was communicated to Licensee by Adobe through no fault of Licensee's. Licensee may also disclose the API Information in response to a valid order by a court or other governmental body,when otherwise required by law,or when necessary to establish the rights of either party under this Agreement,provided Licensee gives Adobe advance written notice thereof. 2.3 Backup and Disaster Recover. Licensee may make and install a reasonable number of copies of the Software for backup and archival purposes and use such copies solely in the event that the primary copy has failed or is destroyed,but in no event may Licensee use such copies concurrently with Production Software or Development Software. Licensee may also install copies of the Software in a Disaster Recovery Environment for use solely in disaster recovery and nor for production,development,evaluation or testing purposes other than to ensure that the Software is capable of replacing the primary usage of the Software in case of a disaster. 2.4 Documentation. Licensee may make copies of the Documentation for use by Authorized Users in connection with use of the Software in accordance with this Agreement,but no more than the amount reasonably necessary. Any permitted copy of the Documentation that Licensee makes must contain the same copyright and other proprietary notices that appear on or in the Documentation. 2.5 Outsourcing. Licensee may sub-license use of the Software to a third party outsourcing or facilities management contractor to operate the Software on Licensee's behalf,provided that(a) Licensee provides Adobe with prior written notice; (b) Licensee is responsible for ensuring that any such contractor agrees to abide by and fully complies with the tenns.o.f this Agreement as they relate to the use of the Software on the same basis as applies to Licensee; (c)such use is only in relation to Licensee's direct beneficial business purposes as restricted herein; (d)such use does not represent or constitute an increase in the scope or number of licenses provided hereunder; and(e) Licensee shall remain fully liable for any and all acts or omissions by the contractor related to this Agreement. 2.6 Font Software. If the Software includes font software,then Licensee may(a) use the font software on Licensee's Computers in connection with Licensee's use of the Software as permitted under this Agreement; (b)output such font software on any output devices connected to Licensee's Computers; (c) convert and install the font software into another format for use in other environments provided that use of the converted font software may not be distributed or transferred for any purpose except in accordance with the transfer section in this Agreement; and(d)embed copies of the font software into Licensee's electronic documents for the purpose of printing and viewing the document,provided that if the font software Licensee is embedding is identified as "licensed for editable embedding" on Adobe's website at http://www.adobe.com/type/browser/legal/embeddingeula.html,Licensee may also embed copies of that font software for the additional limited purpose of editing Licensee's electronic documents. 2.7 Restrictions (a) No Modifications,No Reverse Engineering. Licensee shall not modify,port,adapt or translate the Software. Licensee shall not reverse engineer,decompile,disassemble or otherwise attempt to discover the source code of the Software. Notwithstanding the foregoing,decompiling the Software is permitted to the extent the laws of Licensee's jurisdiction give Licensee the right to do so to obtain information necessary to render the Software interoperable with other software;provided,however,that Licensee must first request such information from Adobe and Adobe may, in its discretion,either provide such information to Licensee or impose reasonable conditions,including a reasonable fee,on such use of the source code to ensure that Adobe's and its suppliers'proprietary rights in the source code for the Software are protected. (b) No Unbundling. The Software may include various applications,utilities and components,may support multiple platforms and languages and may be provided to Licensee on multiple media or in multiple copies.Nonetheless,the Software is designed and provided to Licensee as a single product to be used as a single product on Computers and platforms as permitted herein. Licensee is not required to use all component parts of the Software,but Licensee shall not unbundle the component parts of the Software for use on different Computers. Licensee shall not unbundle or repackage the Software for distribution, transfer or resale. (c) No Transfer. Licensee shall not sublicense,assign or transfer the Software or Licensee's rights in the Software,or authorize any portion of the Software to be copied onto or accessed from another individual's or entity's Computer except as may be explicitly provided in this Agreement. Notwithstanding anything to the contrary in this Section 2.7(c),Licensee may transfer copies of the Software installed on one of Licensee's Computers to another one of Licensee's Computers provided that the resulting installation and use of the Software is in accordance with the terms of this Agreement and does not cause Licensee to exceed Licensee's right to use the Software under this Agreement. (d) Prohibited Use. Except as expressly authorized under this Agreement, Licensee is prohibited from: (i)using the Software on behalf of third parties; (ii)renting, leasing, lending or granting other rights in the Software including rights on a membership or subscription basis; and(iii)providing use of the Software in a computer service business,third party outsourcing facility or service, service bureau arrangement, network,or time sharing basis. (e) Export Rules. Licensee agrees that the Software will not be shipped,transferred or exported into any country or used in any manner prohibited by the United States Export Administration Act or any other export laws,restrictions or regulations(collectively the"Export Laws"). In addition, if the Software is identified as an export controlled item under the Export Laws, Licensee represents and warrants that Licensee is not a citizen of,or located within, an embargoed or otherwise restricted nation(including Iran, Iraq, Syria, Sudan,Libya,Cuba and North Korea) and that Licensee is not otherwise prohibited under the Export Laws from receiving the Software. All rights to install and use the Software are granted on condition that such rights are forfeited if Licensee fails to comply with the terms of this Agreement. 3. License Metrics and Limitations. 3.1 Adobe Central Output Server. If Licensee has licensed Adobe Central Output Server as Production Software or Development Software(as separately provided in writing by Adobe),then Adobe grants Licensee a license to install and use Adobe Central Output Server on a Per-Server basis,provided that Licensee is not permitted to Deliver output from the Production Software to more than ten(10)Locations per licensed Server. 3.2 Adobe Central Pro Output Server. If Licensee has licensed Adobe Central Pro Output Server,then Adobe grants Licensee a license to install and use Adobe Central Pro Output Server either(a) as Production Software on a Per-Server or Per-User basis (as separately provided in writing by Adobe),or(b)as Development Software on a Per-Server basis. When Adobe Central Pro Output Server is licensed as Production Software on a Per-Server basis;Licensee is not permitted to Deliver output from the Software Product to more than ten(10) Locations per licensed Server. 3.3 Adobe Output Pak for mySAP.com. If Licensee has licensed Adobe Output Pak for mySAP.com, then Adobe grants Licensee a license to install and use Adobe Output Pak for mySAP.com solely in connection with Adobe Central Pro Output Server for use with SAP software either(a)as Production Software on a Per-Server or Per-User basis(as separately provided in writing by Adobe),or(b)as Development Software on a Per-Server basis. Licensee's license to Adobe Output Pak for mySAP.com includes a license to install and use Adobe Central Pro Output Server subject to the terms of Section 3.2 of this Agreement. The following additional terms apply: 3.3.1 Per-Server License. If Licensee has licensed Adobe Output Pak for mySAP.com on a Per- Server basis, Licensee shall have the right to install and use Adobe Central Pro Output Server on one(1) Server unless Licensee obtains additional Per-Server licenses to the Adobe Central Pro Output Server. 3.3.2 Per-User License. If Licensee has licensed Adobe Output Pak for mySAP.com software on a Per-User basis, Licensee must obtain a number of Per-User licenses of Adobe Output Pak for mySAP.com not less than the number of Authorized Users who are authorized to access or use the SAP software. 3.4 Adobe Central Output Server Workstation Edition. If Licensee has licensed Adobe Central Output Server Workstation Edition,then Adobe grants Licensee a license to install and use Adobe Central Output Server Workstation Edition as Production Software on a Per-Computer basis. Licensee's use of the Adobe Central Output Server Workstation Edition shall be limited to use directly or indirectly initiated by an individual person(not an automated process) for the sole purpose of delivering output that has been processed by the Adobe Central Output Server Workstation Edition software to the person that initiated such use. 3.5 Adobe Output Designer. If Licensee has licensed Adobe Output Designer,then Adobe grants Licensee a license to install and use Adobe Output Designer as Production Software on a Per-Computer basis subject to the following additional terms: 3.5.1 Network Use. As an alternative to installing and using the Adobe Output Designer software on the Computer of each licensed Authorized User,Licensee may install and use the Adobe Output Designer software on a file server for the purpose of(a) permitting Authorized Users to download the software for installation and use on no more than the licensed number of Computers connected to Licensee's Internal Network, or(b)permitting Authorized Users to use the software using commands,data or instructions from a Computer connected to Licensee's Internal Network provided that the total number not the concurrent number of Authorized Users that use the software does not exceed one user for each of the licensed number of Computers. No other network use is permitted. 3.5.2 Limitation. Licensee shall be prohibited from using the templates,forms and other materials created using the Adobe Output Designer software with any software other than Adobe software. 3.6 Development Software License. This Section 3.6 applies only if Licensee has obtained a valid Development Software license to a Software Product. In addition to the other terms contained herein, Licensee's license to the Development Software is limited to use in Licensee's technical environment strictly for testing and development purposes and not for production purposes. Licensee may(a)install the Development Software on Servers connected to Licensee's Internal Network provided that the total number of Computers used to operate the Development Software does not exceed the licensed amount, and(b) permit Authorized Users to use the Development Software in accordance with this Agreement. 4. Evaluation of Software Products. This Section 4 applies only if Licensee has obtained a valid license to evaluate Software Products as separately provided in writing by Adobe or as indicated by the serial number Licensee enters upon installation. 4.1 License. In addition to the other terms contained herein,Licensee's license to evaluate any Software Product is limited to use strictly for Licensee's own internal evaluation purposes and not for production purposes,and is further limited to a period not to exceed sixty(60)days from the date Licensee obtains the Software Products. Licensee may(a) install the Software Products on one(1) Computer connected to Licensee's Internal Network, and(b)permit Authorized Users to use the Software Products to deliver content within Licensee's Internal Network. Licensee's rights with respect to the Software Products are further limited as described in Section 4.2. 4.2 Limitations. Licensee's rights to install and use Software Products under this Section 4 will terminate immediately upon the earlier of(a)the expiration of the evaluation period described herein,or(b) such time that Licensee purchases a license to a non-evaluation version of such Software Products. Adobe reserves the right to terminate Licensee's license to evaluate Software Products at any time in its sole discretion. Licensee agrees to return or destroy Licensee's copy of the Software Products upon termination of this Agreement for any reason. To the extent that any provision in this Section 4 is in conflict with any other term or condition in this Agreement, this Section 4 shall supersede such other term(s) and condition(s) with respect to the evaluation of Software Products,but only to the extent necessary to resolve the conflict. ADOBE IS LICENSING THE SOFTWARE PRODUCTS FOR EVALUATION ON AN"AS IS" BASIS AT LICENSEE'S OWN RISK. SEE SECTIONS 7 AND 8 FOR WARRANTY DISCLAIMERS AND LIABILITY LIMITATIONS WHICH GOVERN EVALUATION OF SOFTWARE PRODUCTS. 5. Intellectual Property Rights. The Software and any copies that Licensee is authorized by Adobe to make are the intellectual property of and are owned by Adobe Systems Incorporated and its suppliers.The structure,organization and code of the Software are the valuable trade secrets and confidential information of Adobe Systems Incorporated and its suppliers.The Software is protected by copyright, including without limitation by United States Copyright Law,international treaty provisions and applicable laws in the country in which it is being used. Except as expressly stated herein,this Agreement does not grant Licensee any intellectual property rights in the Software and all rights not expressly granted are reserved by Adobe. 6. Updates. If the Software is an upgrade or update to a previous version of the Software, Licensee must possess a valid license to such previous version in order to use such upgrade or update. All upgrades and updates are provided to Licensee on a license exchange basis. Licensee agrees that by using an upgrade or update Licensee voluntarily terminates Licensee's right to use any previous version of the Software. As an exception, Licensee may continue to use previous versions of the Software on Licensee's Computer after Licensee uses the upgrade or update but only to assist Licensee in the transition to the upgrade or update, provided that the upgrade or update and the previous versions are installed on the same computer. Upgrades and updates may be licensed to Licensee by Adobe with additional or different terms. 7. WARRANTY 7.1. Warranty. Adobe warrants to Licensee that the Software will perform substantially in accordance with the Documentation for the ninety(90)day period following shipment of the Software when used on the recommended operating system,platform and hardware configuration.This limited warranty does not apply to evaluation software(as indicated in Section 4),patches,sample code,sample files and font software converted into other formats. All warranty claims must be made within such ninety(90) day period. If the Software does not perform substantially in accordance with the Documentation, the entire liability of Adobe and Licensee's exclusive remedy shall be limited to either, at Adobe's option,the replacement of the Software or the refund of the license fee paid to Adobe for the Software. 7.2 DISCLAIMER.THE FOREGOING LIMITED WARRANTY IS THE ONLY WARRANTY MADE BY ADOBE AND STATES THE SOLE AND EXCLUSIVE REMEDIES FOR ADOBE'S, ITS AFFILIATES OR ITS SUPPLIERS BREACH OF WARRANTY. EXCEPT FOR THE FOREGOING LIMITED WARRANTY,AND FOR ANY WARRANTY,CONDITION,REPRESENTATION OR TERM TO THE EXTENT TO WHICH THE SAME CANNOT OR MAY NOT BE EXCLUDED OR LIMITED BY LAW APPLICABLE IN LICENSEE'S JURISDICTION,ADOBE, ITS AFFILIATES AND ITS SUPPLIERS PROVIDE THE SOFTWARE AS-IS AND WITH ALL FAULTS AND EXPRESSLY DISCLAIM ALL OTHER WARRANTIES,CONDITIONS,REPRESENTATIONS OR TERMS, EXPRESS OR IMPLIED, WHETHER BY STATUTE,COMMON LAW,CUSTOM,USAGE OR OTHERWISE AS TO ANY OTHER MATTERS, INCLUDING PERFORMANCE, SECURITY,NON- INFRINGEMENT OF THIRD PARTY RIGHTS, INTEGRATION,MERCHANTABILITY,QUIET ENJOYMENT, SATISFACTORY QUALITY OR FITNESS FOR ANY PARTICULAR PURPOSE. 8. LIMITATION OF LIABILITY. EXCEPT FOR THE EXCLUSIVE REMEDY SET FORTH ABOVE AND AS OTHERWISE PROVIDED IN SECTION 4, IN NO EVENT WILL ADOBE, ITS AFFILIATES OR ITS SUPPLIERS BE LIABLE TO LICENSEE FOR ANY LOSS, DAMAGES, CLAIMS OR COSTS WHATSOEVER INCLUDING ANY CONSEQUENTIAL,INDIRECT OR INCIDENTAL DAMAGES,ANY LOST PROFITS OR LOST SAVINGS,ANY DAMAGES RESULTING FROM BUSINESS INTERRUPTION,PERSONAL INJURY OR FAILURE TO MEET ANY DUTY OF CARE,OR CLAIMS BY A THIRD PARTY EVEN IF AN ADOBE REPRESENTATIVE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSS,DAMAGES, CLAIMS OR COSTS. THE FOREGOING LIMITATIONS AND EXCLUSIONS APPLY TO THE EXTENT PERMITTED BY APPLICABLE LAW IN LICENSEE'S JURISDICTION. ADOBE'S AGGREGATE LIABILITY AND THAT OF ITS AFFILIATES AND SUPPLIERS UNDER OR IN CONNECTION WITH THIS AGREEMENT SHALL BE LIMITED TO THE AMOUNT PAID FOR THE SOFTWARE, IF ANY. THIS LIMITATION WILL APPLY EVEN IN THE EVENT OF A FUNDAMENTAL OR MATERIAL BREACH OR A BREACH OF THE FUNDAMENTAL OR MATERIAL TERMS OF THIS AGREEMENT. Nothing contained in this Agreement limits Adobe's liability to Licensee in the event of death or personal injury resulting from Adobe's negligence or for the tort of deceit(fraud). Adobe is acting on behalf of its affiliates and suppliers for the purpose of disclaiming, excluding and limiting obligations,warranties and liability,but in no other respects and for no other purpose. For further information,please see the jurisdiction specific information at the end of this agreement, if any, or contact Adobe's Customer Support Department. 9. Governing Law.This Agreement,each transaction entered into hereunder,and all matters arising from or related to this Agreement(including its validity and interpretation),will be governed and enforced by and construed in accordance with the substantive laws in force in: (a) the State of California, if a license to the Software is purchased when Licensee is in the United States,Canada,or Mexico; or(b)Japan, if a license to the Software is purchased when Licensee is in Japan, China,Korea, or other Southeast Asian country where all official languages are written in either an ideographic script(e.g.,hanzi, kanji,or hanja), and/or other script based upon or similar in structure to an ideographic script,such as hangul or kana; or(c) England, if a license to the Software is purchased when Licensee is in any other jurisdiction not described above. The respective courts of Santa Clara County,California when California law applies,Tokyo District Court in Japan,when Japanese law applies,and the competent courts of London,England, when the law of England applies, shall each have non-exclusive jurisdiction over all disputes relating to this Agreement. This Agreement will not be governed by the conflict of law rules of any jurisdiction or the United Nations Convention on Contracts for the International Sale of Goods, the application of which is expressly excluded. 10. General Provisions. If any part of this Agreement is found void and unenforceable, it will not affect the validity of the balance of this Agreement,which shall remain valid and enforceable according to its terms. Updates may be licensed to Licensee by Adobe with additional or different terms. The English version of this Agreement shall be the version used when interpreting or construing this Agreement. This is the entire agreement between Adobe and Licensee relating to the Software and it supersedes any prior representations, discussions,undertakings,communications or advertising relating to the Software. 11. Notice to U.S.Government End Users. 11.1 Commercial Items. The Software and Documentation are"Commercial Item(s)," as that term is defined at 48 C.F.R. Section 2.101, consisting of"Commercial Computer Software" and"Commercial Computer Software Documentation," as such terms are used in 48 C.F.R. Section 12.212 or 48 C.F.R. Section 227.7202, as applicable. Consistent with 48 C.F.R. Section 12.212 or 48 C.F.R. Sections 227.7202- 1 through 227.7202-4, as applicable, the Commercial Computer Software and Commercial Computer Software Documentation are being licensed to U.S. Government end users(a) only as Commercial Items and(b) with only those rights as are granted to all other end users pursuant to the terms and conditions herein. Unpublished-rights reserved under the copyright laws of the United States. Adobe Systems Incorporated, 345 Park Avenue, San Jose, CA 95110-2704,USA. 11.2 U.S. Government Licensing of Adobe Technology. Licensee agrees that when licensing Adobe Software for acquisition by the U.S. Government, or any contractor therefore, Licensee will license consistent with the policies set forth in 48 C.F.R. Section 12.212 (for civilian agencies)and 48 C.F.R. Sections 227-7202-1 and 227-7202-4 (for the Department of Defense). For U.S. Government End Users, Adobe agrees to comply with all applicable equal opportunity laws including, if appropriate,the provisions of Executive Order 11246, as amended, Section 402 of the Vietnam Era Veterans Readjustment Assistance Act of 1974(38 USC 4212), and Section 503 of the Rehabilitation Act of 1973, as amended, and the regulations at 41 CFR Parts 60-1 through 60-60, 60-250, and 60-741. The affirmative action clause and regulations contained in the preceding sentence shall be incorporated by reference in this Agreement. 12. Compliance with Licenses. Adobe may, at its expense, and no more than once every twelve(12) months, appoint its own personnel or an independent third party to verify the number of copies and installations, as well as usage of the Adobe software by Licensee. Any such verification shall be conducted upon seven(7) business days notice, during regular business hours at Licensee's offices and shall not unreasonably interfere with Licensee's business activities. Both Adobe and its auditors shall execute a commercially reasonable non-disclosure agreement with Licensee before proceeding with the verification. If such verification shows that Licensee is using a greater number of copies of the Software than that legitimately licensed, or are deploying or using the Software in any way not permitted under this Agreement and which would require additional license fees, Licensee shall pay the applicable fees for such additional copies within thirty(30) days of invoice date, with such underpaid fees being the license fees as per Adobe's then-current, country specific, license fee list. If underpaid fees are in excess of five percent (5%)of the value of the fees paid under this Agreement, then Licensee shall pay such underpaid fees and Adobe's reasonable costs of conducting the verification. 13. Third-Party Beneficiary. Licensee acknowledges and agrees that Adobe's licensors (and/or Adobe if Licensee obtained the Software from any party other than Adobe)are third party beneficiaries of this Agreement, with the right to enforce the obligations set forth herein with respect to the respective technology of such licensors and/or Adobe. Adobe is either a registered trademark or trademark of Adobe Systems Incorporated in the United States and/or other countries. IN WITNESS WHEREOF, tIAMSVereto have executed this Agreement as of the date 1h l�eW 1 Tyler Technologies, Inc. Miami Beach, Florida INCOR°j -ORATE('Ra4F,. ran,d ovCtty C lerk 1 t { By: By. Name: Nam 1 I1 ��V1','1 / APPROVED AS TO Title: 2QAwr q,kckT* ��(u�� - - GUAGE `,� &FOR EXECUTIOdiI % Date: 0�1Q� 2 Z� ` Date: lot a 1 I (\ 7` � S t7. vLo.4k i BMAS` 'S E MS GROUP END-USER LICENSE AGREEMENT(EULA) FOR ASSETTRAK ARS IMPORTANT-READ CAREFULLY:This End-User License Agreement("EULA")is a legal agreement between you(either an individual or a single entity)and the Manufacturer(BMI Systems Group)of the application software for the desktop version of"AssetTrak ARS. Software Product License The"AssetTrak ARS Software Product"is protected by copyright laws and international copyright treaties,as well as other intellectual property laws and treaties. The"AssetTrak ARS Software Product"is licensed,not sold. 1.GRANT OF LICENSE.This EULA grants you the following rights: *Software.You may install and use one copy of the"AssetTrak ARS Software Product"on(1)computer per license. DESCRIPTION OF OTHER RIGHTS AND LIMITATIONS *Limitations of Reverse Engineering, DE compilation and Disassembly. You may not reverse engineer, decompile, or disassemble the "AssetTrak ARS Software Product", except and only to the extent that such activity is expressly permitted by applicable law notwithstanding this limitation. *Separation of Components.The"AssetTrak ARS Software Product"is licensed as a single product. Its component parts may not be separated for use on more than one computer. *Single Computer."AssetTrak ARS Software Product"is licensed with Computer as a single product. *Software Transfer.You may permanently transfer all of your rights under this EULA only as part of a transfer to a new computer provided you retain the original copies,you transfer all of the"AssetTrak ARS Software Product"including all component parts,the media and printed materials, any upgrades,this EULA and,if applicable,the Certificate(s)or authenticity,and the recipient agrees to the terms of this EULA.If the"AssetTrak ARS Software Product"is an upgrade, any transfer must include all prior versions of the"AssetTrak ARS Software Product" *Termination.Without prejudice to any other rights BMI System Group may terminate this EULA if you fail to comply with the terms and conditions of this EULA.In such event,you must destroy all copies of the"AssetTrak ARS Software Product"and all of its component parts. 3. COPYRIGHT.All title and copyrights in and to the"AssetTrak ARS Software Product"(including but not limited to any images,photographs,animations,video,audio,music,text,and"apples"incorporated into the "AssetTrak ARS Software Product"the accompanying printed materials,and any copies of the"AssetTrak ARS Software Product",are owned by BMI Systems Group or its suppliers. You may not copy the printed materials accompanying the"AssetTrak ARS Software Product".All rights not specifically granted under this EULA are reserved by BMI Systems Group. 4. PRODUCT SUPPORT.Product Support for the"AssetTrak ARS Software Product"is provided by BMI Systems Group or its subsidiaries.For product support,please refer to BMI's support number provided in the documentation for the software. Should you have any questions concerning this EULA,or if you desire to contact BMI Systems Group for any other reason,please refer to the address provided in the documentation for the "AssetTrak ARS Software Product" 5. U.S.GOVERNMENT RESTRICTED RIGHTS.The"AssetTrak ARS Software Product"and documentation are provided with RESTRICTED RIGHTS.Use,duplication,or disclosure by the Government is subject to restrictions as set forth in subparagraph(c)(1)(ii)of the Rights in Technical Data and Computer Software clause at DFARS 252.277-7013 or sub-paragraphs(c)(1)and(2)of the Commercial Computer Software-Restricted Rights at 48 CFR 52.227-19,as applicable.Manufacturer is BMI Systems Group,P.O.Box 6280,Chandler,Az. 85246-6280. By: Print Name: Print Title: BMI SYSTEMS GROUP: BY: Print Name: G Y BRI G Print Title: P NT I PC Specifications for BMI Software Products CollectIT 1.2 System Requirements Minimum System Requirements: Pentium III processor or better with 2GB or more of RAM 100MB of available hard disk free space is required for full installation Microsoft Windows XP,Vista, Win 7 32 bit/64bit,Windows 8 Monitor with a minimum of 800x 600 resolution minimum USB connection Internet Connection or CD-ROM drive required for installation TransTrak PPC 1.84 System Requirements Minimum System Requirements: Pentium III processor or better with 2GB or more of RAM 100MB of available hard disk free space is required for full installation Microsoft Windows XP,Vista, Win 7 32 bit Monitor with a minimum of 804x 600 resolution minimum USB connection Internet Connection or CD-ROM drive required for installation Note:Windows 7/8 64bit OS requires the installation of Microsoft Virtual Windows XP AssetTrak ARS 1.0 System Requirements Minimum System Requirements: Pentium III processor or better with 2GB or more of RAM 100MB of available hard disk free space is required for full installation Microsoft Windows 7/8 (32& 64bit) Monitor with a minimum of 800x 600 resolution minimum USB connection Internet Connection or CD Rom required for installation I ASYSTEMS GROUP R;\N'I'1"FOR P0I.'1•,\B1 -,' D,\'l':\1 I-:IZ\IIN;\I.._\N D A(;(;I::S�0R11=a The following items covered under the Unitech Limited Warranty are free from defects during normal use: PA692 - 1-year limited parts and labor depot warranty, CA. Customer pays shipping to CA, Unitech pays shipping back. Standard warranty repairs are completed within 10-14 business days. The Lithium- Ion battery has a 6-month limited warranty. Warranty becomes void if equipment is modified, improperly installed or used, damaged by accident or neglect, or if any parts are improperly installed or replaced by the user. Use only the adapter supplied. Using the wrong adapter may damage the unit and will void the warranty. 8:.11 Sori'\v..\I:I::11'�'I.I(;_\'PIONS We understand that when you purchase one on our (ADCS) Automated Data Collection Systems or (ADMS) Automated Data Management Systems from BMI Systems Group, you expect it to work. While our systems do perform properly, you may need assistance with the installation of the software or help in using the system itself. One year of BMI Annual Support is included with each System Kit sold by BMI or our resellers. With a BMI annual support agreement, you get the help you need and more! We understand that service and support are key factors to successful solution implementation. Our focus is to ensure our customers have an exceptional experience with their BMI products and services. BMI invests in building unmatched technical support teams to provide the best possible service to our partners and customers. Up to (1) hour of phone installation support per Desktop installation Unlimited support for the desktop application after initial installation Unlimited support for BMI applications that are installed on the (MSD) Mobile Scanning Device Unlimited email support during support period Free software maintenance releases for the Desktop and PDT Applications during support period Our PC Tutor program is available at an additional cost. PC Tutor is our remote Desktop Access System for up to 4 hours of remote low-cost training classes to help you become a pro with your system Access to certified BMI technicians 9 hours daily, (6:30 to 4:30 AZ Time), (Mon- Fri) Guarantee that 90% of the time, you'll talk to a human, not a voicemail. Low-cost training classes are available to help you become a pro with your system. By maintaining annual support, BMI Systems Group can help keep your system operate effectively; provide additional training for your staff and solve any problems that might arise before, during and after implementation of your system. Contact BMI Sales to renew or sign up for annual support. I Ko_�Womw� BMA ' TE,M GROUP TECHNICAL SUPPORT AGREEMENT This Support Agreement is entered into by and between BMI SYSTEMS GROUP ("BMI' and the client identified below (""Client). This Agreement shall be effective MM/DD/YYYY and cannot be post-dated for a later start date under any circumstances. CLIENT NAME: ADDRESS: PRIMARY CONTACT: PHONE: COVERED PROGRAMS: Support Services; BMI shall provide technical support to Client by answering questions and providing assistance specifically regarding the operation of BMI Software and applicable add-on products. Support is defined as providing assistance for troubleshooting of an issue and providing resolution when available. Some issues may require specialized services at an additional charge. BMI shall use reasonable efforts to correct the problem Client may be experiencing, but does not guarantee that problems will be resolved within any specified time period. BMI's technical support staff will provide services consistent with the standard of care generally accepted within the industry for such services. It is understood that this Agreement is non-refundable and non-transferable and any Y disputes must be sent in writing to BMI within 30 days from the original date of service. BMI will have 30 days from receipt of any dispute letter to investigate and reply to Client with its findings. All such findings and/or conclusions will be considered final. BMI shall have the right to immediately terminate this Agreement if Client breaches any of the terms or conditions of this Agreement, including but not limited to nonpayment of any fees owed to BMI by Client. Client must remain in good standing at all times, with all outstanding invoices paid in full in a timely manner. Upon termination, Client shall not be entitled to any refund for the remaining period of the Agreement. IN NO EVENT SHALL BMI BE RESPONSIBLE FOR DAMAGES OF ANY NATURE, EXCLUDING THOSE CAUSED BY BMI'S GROSS NEGLIGENCE OR INTENTIONAL MISCONDUCT ARISING FROM OR IN CONNECTION WITH THIS AGREEMENT INCLUDING, WITHOUT LIMITATION, ANY DIRECT, SPECIAL, INCIDENTAL, i INDIRECT OR CONSEQUENTIAL DAMAGES. The terms of this Agreement sets forth the entire Technical Support Agreement and supersedes any discussions between Company and Client. No modification of or amendment to this Policy, nor any waiver of any rights or fees, will be considered a precedent unless in writing signed by an authorized agent of Company. Any subsequent change or changes in Company/Client scope of business, will not affect the validity or scope of this policy. By signing below Client acknowledges and agrees to these conditions and authorizes BMI to charge Client for the services described above. IN WITNESS WHEREOF, the Parties have caused their respective authorized representatives to execute this Agreement. CLIENT ORGANIZATION: By: Print Name: Print Title: BMI SYSTEMS GROUP: BY: jv" Print Name: GARY RIP& Print Title: PRESIDENT APPROVED AS TO E FORM & LANG &FOR EXECUTION City Attorney Date TECHNICAL SUPPORT AGREEMENT EXHIBIT A Extra Services & Non-BMI Technical Support Certain services are not applicable to BMI'S regular service plans. Where normal troubleshooting will resolve the issue, there is no additional charge. Generally, if an issue can be resolved remotely or by telephone, it will be classified as normal troubleshooting. However, on some occasions specialized technical or on-site services are required, these services are billed separately. These services are evaluated on a case by case basis. Extra Services will not be undertaken without express consent from Client. Training — Basic program questions are considered normal troubleshooting issues. During the course of this troubleshooting discussion may arise as to how to use a new feature and is considered a support service. However, new employee training or extensive scheduled training for new features and upgrades are billable services, unless included with purchase of software. BMI is able to provide training over the telephone, through remote services or on-site. If you would like to learn more about the options available for training on your product, please contact us: BMI Systems Group, 1.800.264.9949,marketinci(&bmisys.com. • °••••• tyler e••.e 62 ® ® � tyler ®® technologies EXHIBIT E MYG®VPAY/VIRTUAL PAY 1. MyGovPay/VirtualPay Licensing. Access to MyGovPay and/or Virtual Pay is hereby granted if Customer elects to use MyGovPay or VirtualPay, products of Tyler Technologies(Powered by BankCard Services Worldwide), designed for Citizen Users to use for processing online payments. (a) Special MyGovPay/VirtualPay Definitions. "BCSW"means BankCard Services Worldwide,a Payment Card Industry(PCI)compliant processing agent through which the EnerGov Software passes credit card transactions. "Merchant Agreement"means the agreement between Customer and BCSW that provides for the Merchant Fees. "Merchant Fees"means direct costs levied by Visa/Mastercard/Discover or other payment card companies for Interchange Fees,Dues,Assessments and Occurrence Fees,over which Tyler Technologies has no authority. "MyGovPay"means the Product of Tyler Technologies that allows members of the public to pay for Customer's services with a credit or other payment card on the Customer's citizen-facing web portal. "Use Fees"means the Technology Fees,Authorization Fees and Program/Convenience Fees as listed in Use Fees Table in Section 2,titled MyGovPay/VirtualPay. "VirtualPay"means the Product of Tyler Technologies that allows the Customer to accept and process citizen user's credit or other payment card using the EnerGov Software. (b) Conditions of Use. If customer elects to use MyGovPay and/or VirtualPay the following terms apply: (1) Customer must apply for and agree to a Merchant Agreement with BCSW. (2) Customer agrees that Citizen Users will be subject to Use Fees as listed in Use Fees table in Section 2. (3) Customer agrees that Use Fees are separate from and independent of Merchant Fees. (4) Customer agrees that this Agreement does not represent any modification to Customer's Merchant Agreement with BCSA. (5) Customer agrees that Use Fees are for use on the MyGovPay/VirtualPay online system and will not be deposited or owed to Customer in any way. (6) Customer agrees that MyGovPay's and VirtualPay's ability to assess Use Fees is dictated by the Card Associations whose rules may change at any time and for any reason. If MyGovPay and/or VirtualPay,for any reason,are unable to process payments using Use Fees,Customer agrees that MyGovPay/VirtualPay reserves the right to negotiate a new pricing model with Customer for the continued use of MyGovPay and/or VirtualPay. 2. MyGovPay/VirtualPay Fees. Customer agrees that the Use Fees set forth on the following page will apply if Customer elects to use MyGovPay/VirtualPay. •°®••° 4yle A • achi:cicgies 63 Use Fees EnerGov's MyGovPay(Online/card-not-present payments)" MyGovPay(Online MyGovPay(Online Payments) Payments) Percentage Based Fee +Transaction Fee Option 1: Government Entity 2.79% $0.20 Paid Option 2: o Patron Paid 3.29/ N/A **ACH processing is available for a fee of$20 per month and$0.30 per transaction. EnerGov's VirtualPay(retail card present) VirtualPay(Retail Virtual Pay(Retail Payments) Payments) Percentage Based Fee +Transaction Fee Option 1: Government Entity 2.59% $0.15 Paid Option 2: a Patron Paid 2.99/ N/A Patron Paid fees will be communicated as "Service Fees"to the cardholder, at the time of transaction. In the event that the average transaction amount is below$30, we reserve the right to apply an additional$0.20 service fee above the quoted rates above. 3. Interactive Voice Response("IVR"). If IVR is selected by Customer and included in the pricing,the following additional terms and conditions shall apply of this Agreement: (a) Network Security.Customer acknowledges that a third-party is used by Tyler Technologies to process IVR data. Customer's content will pass through and be stored on the third-party servers and will not be segregated or in a separate physical location from servers on which other customers'content is or will be transmitted or stored. (b) Content.Customer is responsible for the creation,editorial content,control,and all other aspects of content to be used solely in conjunction with the EnerGov Software. (c) Lawful Purposes.Customer shall not use the IVR system for any unlawful purpose. (d) Critical Application. Customer will not use the IVR system for any life-support application or other %-'•. tyler • -.—O7.!"icgu'� 64 critical application where failure or potential failure of the IVR system can cause injury, harm,death,or other grave problems, including,without limitation, loss of aircraft control, hospital life-support system, and delays in getting medicate care or other emergency services. (e) No Harmful Code. Customer represents and warrants that no content designed to delete,disable, deactivate, interfere with or otherwise harm any aspect of the IVR system now or in the future,shall be knowingly transmitted by Customer or Users. (f) IVR WARRANTY. Except as expressly set forth in this Agreement,TYLER TECHNOLOGIES MAKES NO REPRESENTATION AND EXTENDS NO WARRANTIES OF ANY KIND,EITHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE FOR IVR. ••: •a tyler •' brr,::alc�e, 65 Y1 er ®® technologies EXHIBIT F Statement of Work Remainder of page intentionally left blank. The Statement of Work follows on the next page. • •••••• t f ler 66 0 0 000 ® 0 ® •T,VI ® erp S®{ utio s Statement of Work September 22, 2014 FINAL Prepared for: Miami Beach, FL i PAGE 1 OF 129 Table of Contents Section A: Executive Summary............................................................................................. 5 A.1 Project Background ......................................................................................................................... 5 A.2 Project Vision .................................................................................................................................. 5 A.3 Project Criteria for Success ............................................................................................................. 5 A.4 Overall Project Timeline...................................................................................................................6 A.5 Overall High Level Project Gantt Chart.......................................................................................... 10 Section B: Project Governance ........................................................................................... 11 B.1 City Project Structure..................................................................................................................... 11 B.2 City Project Roles and Responsibilities.......................................................................................... 11 B.3 Tyler Project Structure................................................................................................................... 17 B.4 Tyler Roles and Responsibilities.................................................................................................... 17 B.5 Tyler Technical Support................................................................................................................. 22 B.6 Project SharePoint......................................................................................................................... 23 B.7 Project Plan................................................................................................................................... 23 B.8 Project Status Reports................................................................................................................... 24 B.9 Issue Tracking............................................................................................................................... 24 B.10 Issue Resolution...............................................................................:.......................................... 25 B.11 Goal Issue Resolution Response Matrix...................................................................................... 26 B.12 Scope Change Process............................................................................................................... 26 Section C: Technology Architecture................................................................................... 29 C.1 Munis ERP & EnerGov - Medium Environment ............................................................................. 29 C.2 Browser Requirements.................................................................................................................. 31 C.3 PC Requirements.......................................................................................................................... 31 C.4 Network Requirements.................................................................................................................. 33 Section D: Munis Project Scope.......................................................................................... 37 D.1 Munis Software & Implementation Days........................................................................................ 37 D.2 3rd Party Hardware & Software..................................................................................................... 38 D.3 Other Services .............................................................................................................................. 38 Section E: Munis Implementation ....................................................................................... 39 E.1 Implementation Methodology Overview......................................................................................... 39 E.2 Implementation Schedule..............................................................................................................40 E.3 Implementation Roles and Responsibilities ................................................................................... 40 E.4 Implementation Process Per Phase............................................................................................... 41 E.5 Standard Munis Reports................................................................................................................ 54 E.6 Tyler Reporting Services (TRS) SSRS Report Development......................................................... 54 E.7 Data Conversion............................................................................................................................ 55 E.8 Workflow ....................................................................................................................................... 61 E.9 Testing .......................................................................................................................................... 62 Section F: Munis Training & Education.............................................................................. 64 F.1 Tyler Education Plan......................................................................................................................64 F.2 Knowledge Base............................................................................................................................ 67 F.3 Technical Training Approach ......................................................................................................... 67 PAGE 2 OF 129 ERP PROJECT-FINAL SOW F.4 Training Plan for Users.................................................................................................................. 67 F.5 Conversion Documentation............................................................................................................ 68 F.6 Training Roles and Responsibilities............................................................................................... 68 Section G: Munis Post Go-Live Implementation Support ................................................. 68 G.1 Overview of Post Go-Live Support................................................................................................ 68 G.2 Duration of Post Go-Live Support.................................................................................................. 69 Section H: Munis Project Assumptions.............................................................................. 69 H.1 Estimated Days............................................................................................................................. 69 H.2 Project Planning and Kickoff.......................................................................................................... 70 H.3 Facility Requirements.................................................................................................................... 71 H.4 Project Tasks ................................................................................................................................ 71 Section I: Munis Modifications - Programs & Interfaces ................................................ 72 1.1 Definition of a Program Modification ............................................................................................... 72 1.2 Definition of an Interface Modification ............................................................................................. 72 1.3 Specification Development.............................................................................................................. 72 1.4 Program Modification Summary Document..................................................................................... 72 1.5 Program Modification Specification Document................................................................................ 72 1.6 Modification Signoff Document ....................................................................................................... 73 1.7 Incorporation of Program Modifications & Custom Interfaces into a Munis General Release .......... 73 1.8 Interface Listing .............................................................................................................................. 73 1.9 Interface Roles & Responsibilities................................................................................................... 74 Section J: EnerGov Project Scope ..................................................................................... 75 J.1 EnerGov Software Purchased........................................................................................................ 75 J.2 EnerGov Resources Purchased..................................................................................................... 75 J.3 Business Processes....................................................................................................................... 75 J.4 Tyler Resources to be utilized: ....................................................................................................... 76 Section K: EnerGov Stage Objective, Tasks........................................ ........ 76 ...................... K.1 Stage 0 - Software Delivery & Certifications .................................................................................. 77 K.2 Stage 1 - Initiation and Planning.................................................................................................... 77 K.3 Stage 2 -Assess & Define............................................................................................................. 78 K.4 Stage 3 - System Configuration..................................................................................................... 79 K.5 Stage 4 - Internal Test................................................................................................................... 79 K.6 Stage 5 - Build Specifications........................................................................................................ 80 K.7 Stage 6 - Build............................................................................................................................... 81 K.8 Stage 7 - System Acceptance Planning......................................................................................... 81 K.9 Stage 8-Verification and System Acceptance ............................................................................. 82 K.10 Stage 9 - User Training................................................................................................................ 82 K.11 Stage 10- Production & Production Support............................................................................... 83 Section L: EnerGov Data Conversion................................................................................. 84 L.1 Data Format................................................................................................................................... 84 L.2 Data scrubbing/cleansing............................................................................................................... 84 L.3 Conversion scope.......................................................................................................................... 84 L.4 Mapping to custom fields ............................................................................................................... 85 L.5 Parsing data................................................................................................................................... 85 PAGE 3 OF 129 ERP PROJECT-FINAL SOW L.6 Business-Specific Rules................................................................................................................. 85 L.7 Calendars & Scheduling ................................................................................................................ 85 Section M: EnerGov Customer Signoffs............................................................................. 85 Section iv: EnerGov Key Project Assumptions.................................................................. 85 Section O: EnerGov Out of Scope....................................................................................... 86 Section P: EnerGov Risk / Mitigation Strategy .................................................................. 86 P.1 Unavailability/Incompatibility of Staff.............................................................................................. 86 P.2 Customer Staff unavailability ......................................................................................................... 87 P.3 Scope Changes (aka - Scope "Creep„).......................................................................................... 87 P.4 Activity Focus................................................................................................................................ 87 P.5 Incomplete Legacy, Interface Documentation................................................................................ 87 P.6 Achievable Goals........................................................................................................................... 88 P.7 Technology Age ............................................................................................................................ 88 Section Q: EnerGov Critical Success Factors ................................................................... 88 Section R: EnerGov Future Amendments to Scope .......................................................... 89 Section S: EnerGov Project Management.......................................................................... 89 SectionT: EnerGov Staffing................................................................................................ 90 Section U: EnerGov Project Schedule................................................................................ 90 Section v: EnerGov Development Tools............................................................................ 90 Section W: EnerGov Documentation................................................................................... 91 W.1 Tyler-provided documentation ...................................................................................................... 91 W.2 Customer-provided documentation............................................................................................... 91 Section X: Appendix - Munis Section .................................................................................. 92 Section Y: Appendix - EnerGov Section........................................................................... 100 The information contained herein is based on the contracted Tyler Investment Summaries for the proposed products and services. In the event of a discrepancy between this document and the Investment Summaries, the respective Investment Summary will take precedence. The sections covering Munis work begins with Munis in the applicable Section title and the sections covering EnerGov work begin with EnerGov in the applicable Section title. Sections A,B and C pertain to the overall project. PAGE 4 OF 129 ERP PROJECT-FINAL SOW Section A: Executive Summary A.1 Project Background The City Leadership has put forth the challenge that"the way we have always done it" is not an acceptable option and that,going forward, our goal was to maximize the effectiveness and efficiency of our public service delivery systems. The City has challenges with its current, Eden and Permits Plus enterprise resource planning(ERP)system.This ERP system assists with the City's finance, budget, procurement and human resource business process requirements, as well our system for permitting and licensing requirements.This ERP system was implemented many years ago, we are a different City today and we require much greater functionality than is currently available through these systems.As a result,we have spent the last few months exploring options. We are considering a major anticipated three year project,that will transition us from Eden to Munis for management of Finance, Budget, Procurement and Human Resources. Additionally,transition us from Permits Plus to EnerGov,for the management of Permitting, Licensing, and the approval of workflows. The initial phase of this project will be an extensive Business Process Review (BPR)conducted by EMA Inc. This BPR will look at all of our workflows and processes in an effort to streamline and improve efficiencies. Moreover,the BPR artifacts are used to communicate with the ERP vendor how the system needs to be configured.These will also serve as operating procedures and training material. A.2 Project Vision The overall goal of this project is to worker smarter not harder, in delivering the best service possible to our residents and business community. We need to: • Improve operations efficiency and effectiveness • Improve constituency service • Challenge the Status Quo • Create a culture of accountability • Achieve the Desired Outcomes/Deal with Problems • Clear expectations • Departments aligned on objectives strive to meet them not just perform tasks • Transparency,Communicate what you know,what you did,what results you got • Help each other • Expect and want to be evaluated A.3 Project Criteria for Success CMB Steering Committee satisfaction rating achieved that may comprise: PAGE 5 OF 129 ERP PROJECT-FINAL SOW m Realization of Key Intended Outcomes (KIOs)for the four workgroups comprising, Finance, EnerGov (Planning, Permitting, Licensing) Human Resource and Billing. • Improved productivity • 90/10 Rule(90%out of the box and 10%configuration) • Maintain and improve internal controls • Reduction in reliance on shadow systems (Excel,Access, paper) • Data accuracy and integrity • Business process re-engineered with improvement in accountability and transparency. A.4 Overall Project Timeline These dates are targets only and are based on a 36 month overall project implementation including the current scope. The start date for the project and all other associated dates are dependent on the actual date the contract is signed. Tyler has up to 90 days to kick-off the project once the contract is signed in order to assemble project personnel. Phasing reflected below is subject to fully executed contract by September 15, 2014. Each Phase will have a separate kick-off with the initial coordination occurring at least 60 days in advance for Munis applications and 90 days in advance for EnerGov applications. A firm live will be established at the start of each phase during project planning. A.4.1 Phase 1 Financials— November 2014 to October 2015 Phase 1 will include the following products associated with the detailed functional areas that are required to meet the City's functional requirements as set forth in Tyler's response and proposal and incorporated by reference herein: Phase i Fundional Area General Ledger Financials Budgeting Financials Accounts Payable Financials Purchasing Financials Employee Expense Reimbursement Financials Fixed Assets Financials Inventory Financials Project&Grant Accounting Financials Cash Management Financials Contract Management Financials Bid Management Financials General Billing Revenue FAccounts Receivable(Misc. Cash Receipts) Revenue PAGE 6 OF 129 ERP PROJECT-FINAL SOW Phase I Functional Area BMI Asset Track Interface Financials BMI CollectlT Interface Financials eProcurement Financials Tyler Cashiering Revenue CAFR Statement Builderl Financials Tyler Forms Financial Library Other • 1 AP Check • 1 EFT/ACH • 1 Purchase Order ® 1 Contract • 1099M • 10991 NT • 1099S • 1099G A.4.2 Phase 2—EnerGov—January 2015 - Live Date: December 2015 Phase 2 will include the following products associated with the detailed functional areas that are required to meet the City's functional requirements as set forth in Tyler's response and proposal and incorporated by reference herein: Functional Phase.2 EnerGov 9 Permitting& Land Management- Building/Planning Includes Permitting&Land Management Suite+Licensing Suite EnerGov 9 License& Regulatory Suite-Business Tax Finance/Code Receipts&Inspections Management Enforcement EnerGov 9 Advanced Server Extensions-Includes Building/Finance Intelligent Automation Agent,oData Service,Social 10 Extension, Decision Engine E n e rG ov G I S2-Includes Viewer,GeoRule Engine,History writer, Building/G I S Spatial Collections,Parcel Split Mgr iG Workforce Mobile (40 users) -IncludesiG Inspect, Building/Planning/Code Enforce&Reviews Enforcement EnerGov ePortal+MyGovPay-Online,BTR,Permit& Finance/Code Plan Submission&BTR Renewal,Inspection Scheduling,Complaint Enforcement Submission,Status Checks EnerGov IVR Telephony-Includes l000 minutes per month. Building/Finance Additional minutes(in increments of 1000) invoiced at 23 cents per minute EnerGov eReviews (Electronic Plan Review) Building/Planning 1 Implemented post Financials Go Live 2 Requires ArcGIS Server 10+ PAGE 7 OF 129 ERP PROJECT-FINAL SOW A.4.3 Phase 3—Payroll/HR October 2015 to July 2016 Phase 3 will include the following products associated with the detailed functional areas that are required to meet the City's functional requirements as set forth in Tyler's response and proposal and incorporated by reference herein: 'Phase Payroll w/Employee Self Service Payroll/HR HR Management Payroll/HR Applicant Tracking Payroll/HR Professional Development Payroll/HR Risk Management Payroll/HR Transparency Porta13 Productivity Tyler Forms Payroll Core Library Other • 1 PR Check • 1 Direct Deposit • 1 Vendor form Payroll Check • 1 Vendor form Payroll Direct Deposit • W2 • W2c • 1099R Tyler Forms Personnel Actions Forms Library Other • 1 Personnel Action Form—New • 1 Personnel Action Form -Change A.4.4 Phase 4—Utility Billing and Revenue July 2016 to July 2017 Phase 4 will include the following products associated with the detailed functional areas that are required to meet the City's functional requirements as set forth in Tyler's response and proposal and incorporated by reference herein: Phase 4 Functional Utility Billing CIS Revenue UB Special Assessments Revenue UB Interface Revenue IVR Gateway Revenue Tyler Forms Library-Utility Billing Other • 1 Utility Bill • 1 Assessment • 1 UB Receipt 3 SaaS hosted product,no training required,set up coordination started 45 days prior to desired live web display PAGE 8 OF 129 ERP PROJECT-FINAL SOW Phase • 1 Lien Letter • 1 UB Delinquent Notice • 1 Door Hanger • 1 Final Utility Bill Central Property File Revenue Maplink GIS Integration Revenue Accounts Receivable (Related to UB) - Revenue Citizen Self Service Revenue Tyler Notify4 Productivity Tyler Forms Library-General Billing Other • 1Invoice • 1 Statement • 1 General Billing Receipt • 1 Miscellaneous Receipt A.4.5 Cross Phase Products The Productivity suite will be implemented throughout the life of the project as required to support or enhance other purchased products that are required to meet the City's functional requirements as set forth in Tyler's response and proposal and incorporated by reference herein: Cross Phase Functional Area- Tyler Content Manager SE Productivity Munis Analytics & Reporting Productivity Munis Admin&Security Productivity Tyler Forms Processing Productivity Payroll Tax Table Updates5 Productivity A.4.6 Cross Phase Services Cross Phase OSDBA Support Disaster Recovery Support Potential Bucket of Modifications, Interfaces & Cross Forms-TBD6 4 SaaS hosted product 5 Performed Post Payroll Go Live on an Annual Basis 6 The City has allocated this line to cover potential requirements for these services,however,there are no authorized or included modifications,custom interfaces,or additional forms unless specified elsewhere in this document. PAGE 9 OF 129 ERP PROJECT-FINAL SOW iS} 1 t 1_ im t W ( �n, mx j n 1 C 1 R -�-Y m i O. cY AP D 1 � r I � O W j (D Ln a a —x U N ffad l� e_ L ml N t L 74— _CL ' y © Q A -- --- U \ 4� L c a c 3 cv t c *+ 4 ( m n m p P rl N \ C t C C ,,r ^ C:"I I� C o ._ a N U LL _ t- OO L t Ln t ? ? A Q) > ¢ 7 7 L N e m ry p C C v m n C J cif -C CLO \ E LL = N V O \ c J Q O a w , X z_ N 7 - t +J W O _ ` N !a m ; C 4 u U LU L Im (f} ` U' �a x O Q �z I C w J C = - D 4 Cl. �p I Q iI w 1 C t IF s -C tY U H W Section By Project Governance 13.1 City Project Structure The City of Miami Beach (CMB)Steering Committee has responsibility for project goverance. The primary function of the CMB Steering Committee is responsibility for the achievement of outcomes of the EMA BPR and Tyler ERP projects. The Steering Committee provides a stabilizing influence so organizational concepts and directions are established and maintained with a visionary view. The Steering Committee provides insight on long-term strategies in support of legislative mandates. Members of the Steering Committee ensure business objectives are being adequately addressed and the project remains under control. Below is a description of the roles and area of responsibility for each member of the CMB Steering Committee. Name Role Area o pohsibility, Mark Taxis Member Executive/Sponsor Alex Denis Member Procurement Ariel Sosa Member Information Technology(IT) Jose Del Risco Member Human Resources Carmen Sanchez Member Planning Allison Williams Member Finance John Woodruff Member Budget 13.2 City Project Roles and Responsibilities This section presents the anticipated roles and responsibilities for the key City staff positions for the project. The joint team of the City and Tyler will ultimately be responsible for designing, developing and delivering the final products of this project. B.2.1 Project Sponsor The Project Sponsor provides support to the project by allocating resources, providing strategic direction,communicating key issues about the project and the project's overall importance to the organization; and when called upon acting as the final authorities on all project decisions. The project sponsor will be involved in the project as needed to provide necessary support, oversight,and guidance, but will not participate in day-to-day activities. The project sponsor will empower the Executive Team and Project Managers to make critical business decisions for the City. PAGE 11 OF 129 ERP PROJECT-FINAL SOW ,Resource Title E0' • Com,mAment Mark Taxis CM Assistant City As needed Manager Craig Yokopenic EMA Principle In Charge As needed B.2.2 Executive Team The City of Miami Beach(CMB)Steering Committee is the Executive Team made up of director level staff from the City. The Steering Committee will understand and support the cultural change necessary for the project and foster throughout the organization an appreciation of the value of an integrated ERP system. The Steering Committee oversees the project team and the project as a whole. Through participation in regular meetings the Steering Committee will remain updated on all project progress, project decisions, and achievement of project milestones. The Steering Committee will also provide support to the project team by communicating the importance of the project to each member's department along with other department directors in the City. The Steering Committee is responsible for ensuring that the project has appropriate resources, providing strategic direction to the project team, and is responsible for making timely decisions on critical project or policy issues. The Steering Committee also serves as primary level of issue resolution for the project. i The Steering Committee will meet on a regularly scheduled basis. The meeting schedule,time and location will be set as a recurring meeting. Additional meetings may be scheduled as necessary. Similarly, meetings may be cancelled. The City Project Managers will be responsible for distributing an agenda prior to each scheduled meeting. Meeting notes will be taken by the City Project Managers and then approved at the following regularly scheduled meeting. City Steering Committee Members are part.of the escalation process for all issues not resolved at the Project Manager Level. The Steering Committee has active project participation on a limited basis, primarily participating in Steering Committee Meetings and the project review that occurs as part of the meetings. Steering Committee Members will be responsible for: • Attending all scheduled Steering Committee meetings • Providing support for the project • Assisting with communicating key project messages throughout the organization • Making the project a priority within the organization • Providing management support for the project to ensure it is staffed appropriately and that staff have necessary resources • Monitoring project progress including progress towards agreed upon goals and objectives • Making all decisions related to impacts on the following: • Cost • Scope • Schedule • Project Goals • City Policies PAGE 12 OF 129 ERP PROJECT-FINAL SOW B.2.3 Project Manager The City's Project Managers will coordinate project team members, subject matter experts, and the overall implementation schedule. The Project Managers will be responsible for reporting to the CMB Steering Committee and providing the majority of the City's change management communications and coaching. The Project Managers will be responsible for: • Working with the Tyler Project Manager(s) • Reviewing and approving all project deliverables • Management of project risks and issues • Communicating and supporting the need for timely process decisions • Managing and updating City tasks on the project plan • Coordinating cross-phase activities • Ensuring City infrastructure is suitable for project requirements • Acting as liaison between project team and CMB Steering Committee Team • Making regular updates/refinements to the SharePoint project site repository • Scheduling City resources for implementation tasks and training days. This includes but is not limited to personnel, equipment and training rooms (may be done with the assistance of administrative staff) • Coordinating with the Technical Team to ensure City tasks are performed and completed as scheduled • Monitoring scheduled class attendance l • Maintaining team contact numbers,email lists,and regular communications • Acting as point of contact for Tyler for staffing and delivery matters • Escalating issues per the approved Issue Resolution Plan • Monitor Tyler contract compliance Resource •- -• • Nydia Gutierrez CMB Project Manager As needed Valerie Mason EMA Program/Project/Vendor As needed Manager B.2.4 Project Team Project team members will be the core functional leads for each functional area in the system. The project team members have detailed subject matter expertise and are fully empowered to make appropriate business process and configuration decisions in their respective areas. The Project Team is tasked with carrying out all project tasks assigned to the City and described in the Statement of Work including planning, business process analysis, configuration, documentation,testing, training, and all other required City tasks. The Project Team will be responsible for and empowered to implement the new system in the best interests of the City consistent with the project goals, project vision, and direction from the Project Managers and Executive Team. Project Team members will be PAGE 13 OF 129 ERP PROJECT-FINAL SOW assigned to the project for periods of time as required in order to complete their tasks within the needed timeframe. The City Project Team/Functional Leads will be responsible for: • Making business process changes decisions under time sensitive conditions. • Assisting in identifying business process changes that may require escalation. • Attending and contributing business process expertise for As-Is,To-Be and the Static Environment Testing sessions. • Identifying and including necessary subject matter experts to participate in As-Is,To-Be and the Static Environment Testing sessions. • Providing business process change support during Core User and End User training. • Completing security templates for all Core and End users. • Completing Performance Tracking review with City Project Team on End User competency on trained topics. • Providing Core and End users with dedicated time to complete required homework tasks. • Acting as supervisor/cheerleader for the new process. • Identifying and communicating to City Project Team any additional training needs or scheduling conflicts • Preparing Tyler Forms Kits and validating the Tyler Forms • Actively participate in all aspects of the implementation, including, but not limited to,the following key activities: • Complete assigned tasks • Kick-Off Planning and Coordination • Project Management Plan Development • Schedule Development • Maintain and Monitor Risk Register • Escalate Issues as needed • Communicate with Tyler Project Team • Coordinate City Resources • Attend all scheduled sessions • Participate in Static Environment Testing(SET) • Lead Change Management Activities • Analysis,Table Building, Security and Workflow Maintenance • Process Training • Customization Specification, Demonstrations,Testing and Approval • Conversion Analysis and Verification • End User Training • Parallel Testing and/or Trial Run Testing • Forms Design,Testing, and Approval • User Acceptance and Stress Testing 'Resource o •- -o Commitment Nydia Gutierrez CMB Project Manager As needed Valerie Mason EMA Program/Project/Vendor As needed PAGE 14 OF 129 ERP PROJECT-FINAL SOW Resource Functi•n Expected Commitment Manager City of Miami Beach(CMB) To decide and assign City As needed Steering Committee Project Team/Functional Leads 13.2.5 Subject Matter Experts (Core Users): Subject matter experts (SME's)will play an important role in the project to provide necessary expertise not found on the project team and to support project team activities. SMEs will be the City's primary interface to its End Users. City's End Users will ultimately be the users of the system in all areas through City. End User's proactive adoption of the system is vital to City realizing success in this project. End Users will be consulted throughout the process to provide feedback on business processes decisions,configuration decisions,training,documentation,and testing. City Subject Matter Experts will be responsible for: • Participating in project activities as required by the project team and project manager • Providing subject matter expertise on both City business processes and requirements • Acting as SME and attend As-Is,To-Be and the Static Environment Testing sessions if needed • Attending all scheduled training sessions • Practicing all processes following training and as needed throughout project • Assisting in Conversion Validation as needed • Becoming application experts • Participating in Trial Runs and/or Parallel Processing testing • Participating in SET processes and provide feedback to the project team on the SET results • Adopting and support changed procedures • Practicing and complete all homework by the due dates defined in the project plan • Demonstrating competency with Tyler products processing prior to GO LIVE • Develop skills to become staff trainers on areas of expertise Resource • Expected C• City of Miami Beach(CMB) To decide and assign City As needed Steering Committee Subject Matter Experts 8.2.6 City Technical Team The City Technical Team will be primarily responsible for overall Tyler application administration, building security, and workflow according to City/EMA decisions. The City Technical Team will also handle all data extraction, interfaces, and reporting that is not specified as in scope for City. It is expected that the City Technical team will be responsible for system administration post go-live. The City Technical Team will be responsible for all technical aspects of the project. Technical resources will also be responsible for coordinating with Tyler's installation team to support the implementation. PAGE 15 OF 129 ERP PROJECT-FINAL SOW The City Technical Team will be responsible for: • Coordinating and performing updates and releases • Loading MIUs (Munis Internet Updates) as required by Tyler in within the requested timeframe, in order to ensure data conversions, code fixes or changes, etc. are in place as required • Loading EnerGov updates as required by Tyler in a timely manner, in order to ensure data conversions, code fixes or changes, etc. are in place as required • Coordinating the copying of source databases to training/testing databases as needed for training days • Extracting and transmitting conversion data from any data source other than Eden • Providing control reports from City's legacy system per the conversion schedule • Coordinating adding new users and printers • Coordinating technical aspects of the Tyler forms printers • Ensuring all users understand log-on process and have necessary permission for all training sessions • Coordinating interface development for City third-party systems • Developing"bridge interfaces"to any non-Eden legacy systems during the implementation (e.g. import payroll journal entries into Munis between Phase 1 and Phase 5 go-live dates) �Resource Title Expected Commitment Ariel Sosa City IT Director Assign City IT resources as needed B.2.7 City Change Management Team The City's Change Management team is responsible for maintaining regular and effective project communications between project stakeholders and supporting overall change efforts in City. While it is expected that all City project team members and City of Miami Beach(CMB)Steering Committee members will have a change management role,the following individuals will be tasked with coordinating that effort. Responsibilities will include: • Leading the change management portion of process • Executing the change management plan • Directing City-wide communications • Assisting with obtaining adoption of new business processes • Coordinating department readiness for new system • Managing development of training and providing training oversight • Ensuring that City end users are receiving appropriate training • Providing a place for City employees to voice concerns over the project • Resolving change management issues • Assisting with post implementation support planning Resource •- -• Commitm, City of Miami Beach(CMB) As needed Steering Committee PAGE 16 OF 129 ERP PROJECT-FINAL SOW Craig Yokopenic EMA Principle In Charge As needed Valerie Mason EMA Program/Project/Vendor As needed Manager 13.3 Tyler Project Structure Below is a description of the roles and responsibilities of each member of the Tyler project structure with a level of commitment for both overall work and on-site presence for the City's project. EXECUTIVES Chris Webster,VP Services CJ McCarron,VP Support Kirk Cameron,VP Development Mark Severty,VP EnerGov i Operations t J I Tyler Support Tyler Regional Manager yier Development �I �! TyterPrarect } b Financials I PR/HR ! Revenues ( ! Financials 1. PR/HR I Revenues ! 1 Supervisors I ! 1 t 1 Tyler So%Dedicated Project Manager ffTylerfinancial PM Tyler P".4 PM Tyler Enertmv PM 7Tyte-rUB PM Tyler Revenue P�41 d (- �Flnancial' �� 1�..._PR/HR i —EnerGov Revenue AI 1 UB Implementation implementation Implementallan Implementation implementation ! 1 I I f Consultants !, Consultants Consultants ! Consultants Consultants 1 B.4 Tyler Roles and Responsibilities Tyler plans to leverage the strengths, skills and knowledge of our blended team members. In the table that follows, a description of the various roles and responsibilities associated with the overall project team is provided. 13.4.1 Tyler Executive Oversight The Tyler Vice President of Implementation has indirect involvement with the project and is part of the Tyler escalation process. This team member offers additional support to the project team and is able to work with other Tyler department managers in order to escalate and facilitate implementation project tasks and decisions. The Tyler Project Managers or Regional Manager will apprise the Vice President of PAGE 17 OF 129 ERP PROJECT—FINAL SOW Implementation of known issues that may require assistance or impede project performance. The communication path for issue escalation at this level is typically with the Project Sponsor and/or Executive Team. RelsoUrce, Title Expected Commitment :On-Site Commitment Chris Webster Vice President— As needed As needed Munis Implementation Mark Beverly Vice President— As needed As needed EnerGov Implementation 13.4.2 Tyler Regional Manager This team member has indirect involvement with the project and is part of the Tyler escalation process. Tyler Project Managers may consult the Regional Manager with issues and decisions regarding the project. The Tyler Regional Manager is responsible for: • Tyler project team staffing decisions • Assisting Tyler Project Managers with resolution of issues outside of the scope of the project impacting budget,scope or schedule • Providing proactive personal communication with City Executive Sponsor and/or City Project Managers as needed for critical project risks and success factors Resource Title Expected Commitment On-Site COmmitment, Penny Parsons Regional Manager As needed As needed —77 13.4.3 Tyler Project Supervisors This team member has indirect involvement with the project and is part of the Tyler escalation process. Tyler Project Managers for both Munis and EnerGov may consult the Project Supervisor with issues and decisions regarding the project.The Tyler Project Supervisor is responsible for: • Providing recommendations on Tyler project team staffing decisions • Assisting Tyler Project Managers with resolution of issues outside of the scope of the project impacting budget,scope or schedule • Monitoring progress of the implementation and ensuring the project is on target to meet the desired objectives • Providing proactive personal communication with City Executive Sponsor and/or City Project Managers as needed for critical project risks and success factors. Resource Title Expected Commitment On-Slite Commitment Ginger Hain Project Supervisor As needed As needed Becky Terry Project Supervisor As needed As needed PAGE 18 OF 129 ERP PROJECT-FINAL SOW B.4.4 Tyler Overall Project Manager The City has purchased three (3) levels of overall project management; 100%, 50%, 25%. The responsibility list is applicable for all levels pending available time as defined in the table below. • Coordinates and directs Tyler activities across all modules and phases, including EnerGov using allocated,set days each week. • Proactively monitors the status of all project tasks, activities,and issues across all modules and phases (including EnerGov)and escalates both City and Tyler tasks which are or have potential to impact the project to both the City Project Managers and Tyler Functional Project Managers. • Empowered to make all Tyler decisions regarding the project in order to keep the project on task. • Initiates Change Orders on all approved decisions impacting the scope of the contract, as agreed upon by the City and Tyler Project Teams. • Works with the Tyler and City Project Team Members to ensure tasks are completed and decisions are made in a timely fashion. • Ensures communication and coordination between Functional Project Managers across all phases and products including EnerGov • Serves as a liaison between Tyler project teams and company divisions to prevent the City Project Managers from being required to assume these roles and responsibilities. • Collects information from Functional Project Managers for combined Status Reports. • Reviews combined project plan and identifies risks, deficiencies, and delays. • Develop weekly status reports. • Facilitate weekly project status meetings. • Act central point-of-contact and Tyler liaison with designated City representative for any contract, invoice,or professional service issues. • Develop the Implementation Management Plans,with the assistance of the City Project Managers, in order to effectively manage the scope of the project an all changes that occur throughout the life of the project or project phase. Resource •- -• • • TBD 100% Project Manager 40 hours per week? To Be Determined TBD 50% Project Manager 20 hours per week$ 2 Days per month TBD 25% Project Manager 10 hours per week9 1 Day per quarter 7 Excluding PTO,Tyler-observed holidays and Tyler company meetings. 8 Excluding PTO,Tyler-observed holidays and Tyler company meetings. 9 Excluding PTO,Tyler-observed holidays and Tyler company meetings. PAGE 19 OF 129 ERP PROJECT-FINAL SOW B.4.5 Tyler Functional Project Managers- Munis • Creating a project schedule for each functional area utilizing the number of Implementation days purchased • Proactively monitor the status of project tasks, activities, and issues for their assigned phase and escalate both City and Tyler tasks which are or have potential to impact the project to both the City Project Managers and Tyler 100%/50%/25% Dedicated Project Manager/Project Supervisor. • Escalating outstanding tasks and issues within Tyler and to City Project Managers, as applicable • Working with the Tyler and City Project Team Members to ensure tasks are completed and decisions are made in a timely fashion. • Providing agendas and preparation tasks for all training sessions at least two weeks in advance to the City Project Managers through email links. • Developing implementation schedule for assigned applications. • Managing resources for implementation deliverables. • Ensuring that all homework items, issues,and corrections are centrally tracked with a specific due date and owner at least 2 business days after each session. • Producing Status Reports for City and conduct Status Calls with City Project Managers when the 100%/50%/25% Dedicated Project Manager is not engaged. Status Reports& Calls will occur every two (2)weeks until 60 days prior to go live and then will occur every week. • Coordinating with other Tyler Functional Project Managers, as required. • Successfully coordinating project activities and communicating cross-functional issues or cross- phase impacts with other Tyler Functional Project Managers. B.4.6 Tyler Functional Project Manager/Principal Solution Architect— EnerGov Project Managers will be responsible for a multitude of tasks, but most importantly they will ensure that the EnerGov product is implemented accurately and efficiently and that Consultants always have the tools they need to succeed.They will be expected to be industry experts, lending advice to Consultants about best practices for configuring and implementing EnerGov applications. Individuals in this position will report directly to the Director of Implementation with project updates and issues requiring resolution. Resoutce: Expected Commftment ! Commitment TBD FIN Project Manager Part-time—4 days/month At Kick-off TBD PR/HR Project Manager Part-time—4 days/month At Kick-off TBD Revenue Project Part-time—4 days/month At Kick-off Manager(s) TBD EnerGov Project Part-time—4 days/month At Kick-off Manager B.4.7 Tyler Implementation Consultants - Munis The Tyler Implementation Consultants will be responsible for: PAGE 20 OF 129 ERP PROJECT-FINAL SOW • Reviewing module options and assisting in configuration of module design plans • Possessing both a broad and deep understanding of the functionality within Tyler software products for the tasks they are assigned • Providing confident recommendations regarding configuration decisions and business process best practices within Tyler's products based on their experience and expertise implementing Tyler software products with similar organizations • Effectively facilitating training sessions and discussions with City and Tyler staff to ensure the appropriate agenda topics are adequately discussed in the allotted time • Leveraging expertise with local government business processes and the Tyler products to facilitate Extended Analysis Sessions • Providing conversion consulting and crosswalk assistance • Participating in to-be Static Environment Testing • Conducting training(process,conversion validation, parallel processing) • Provide assistance completing and testing Tyler Forms Kits • Testing functionality with City(base,customizations, interfaces) • Performing problem solving and troubleshooting • Following up on issues • Completing site reports detailing activities for each implementation day • Clearly documenting homework tasks with specific due dates and owners which support and are reconciled with the project plan • Provide City staff with reasonable estimates for the amount of time that should be planned to complete each homework task • Keeping functional project manager apprised of any and all issues that may result in the need for additional training needs,slip in schedule, change in process decisions, or that could adversely impact the success of the project B.4.8 Tyler Implementation Consultants— EnerGov Senior Consultants will be the individuals responsible for taking the information obtained during Assess and Define and translating it into workflows,fee calculations and a complete system configuration. They will have assistance from Project Managers but this position will be predominately responsible for building each EnerGov system. Resource •- -o • ® Commitment TBD Implementation Varies-per contracted days TBD Consultant(s)- Financials TBD Implementation Varies- per contracted days TBD Consultant(s)- Payroll/HR TBD Implementation Varies- per contracted days TBD Consultant(s)-Revenue TBD Implementation Varies per contracted days TBD PAGE 21 OF 129 ERP PROJECT-FINAL SOW Consultant-EnerGov B.5 Tyler Technical Support B.5.1 Tyler Support Specialists Offsite resources that are responsible for: • Managing incoming customer issues via phone, email and online customer incident portal • Documenting and prioritizing issues in Tyler's Customer Relationship Management (CRM) system • Providing issue analysis and general product guidance • Tracking issues and tickets to timely and effective resolution • Identifying options for resolving the reported issue • Reporting and escalating defects to Tyler Development • Communicating with customers on the status and resolution of reported issues B.5.2 OSDBA Support Specialists Offsite resources that are responsible for: • Coordinating with City IT for functions such as system backups, loading releases and software updates, hardware installation and operating system setup. • Leading the installation of new releases. • Assisting with adding new users and printers. • Troubleshooting and assisting with basic server and system maintenance • Migrating/transferring Tyler systems to new servers (no more than one system transfer for non-emergency needs every two years) B.5.3 Disaster Recovery Specialists Offsite resources that are responsible for: • Identifying critical business processes and users,defining and documenting recovery procedures, printing solutions,etc. • Providing disaster recovery services for your software applications, including:off-site backup, recovery server, alternate processing location and remote access. • Ensuring that a database export is transferred every night to a server in Maine using a network efficient'sync' process that enables the transfer to be completed in minutes,even for extremely large databases. • In the event of a disaster, loading your live database into an environment on the Recovery Server and setting up critical users to access that server. • Delivering an export of your database. PAGE 22 OF 129 ERP PROJECT-FINAL SOW B.6 Project SharePoint Tyler understands that current, accurate information that is easily accessible is a key component in an ERP Implementation Project. As part of Implementation,Tyler will provide and host a single SharePoint Web site that will be used for all modules and phases of the project, including EnerGov.The purpose of this site is to furnish City and Tyler staff with a central location to plan,store and access pertinent documentation and information relating to City's implementation project.The ERP Implementation SharePoint site will ensure that all project stakeholders have an easy-to-use tool that will provide an integrated location to inquire, review and update any and all project information. It is Tyler's goal to have the site available for introduction to City during the Project Manager's on-site Kick-Off meeting. At this meeting,the PM will provide an overview of the site and distribute documentation that further explains the site and its available tools. It will be a central location to maintain control of the project and provide team members with a formal method of managing tasks, owners and due dates throughout the project. The project information on the site will be jointly maintained by the Tyler and City Project Teams for the duration of the implementation.Tyler will upload project plans,site reports, status reports, contract documents, and other relevant materials. Tyler will also submit a request for approval on all Tyler Implementation scheduled days utilizing SharePoint functionality. City will approve or disapprove the scheduled days on SharePoint within five (5)days of submission, unless otherwise agreed. Both Tyler and City will update the percentage of completion on tasks assigned to them, respectively and will enter and.maintain the issues list on at least a weekly basis. Each City SharePoint site will utilize standards and defaults set by Microsoft SharePoint software.The site will be easy to navigate and provide text "breadcrumbs"for backtracking and/or return to the home page.Tools of the site will include, but are not limited to: Documents & Links;Announcements; Calendar; Project Task List; Issues&Action Items; Project Plan; Modifications& Enhancements;Versioning;Alerts. Once City has gone live,the site will be maintained by Tyler Support Services until the eventual closing of all implementation issues and tasks and City has confirmed that all project documents have been archived for retention purposes. 13.7 Project Plan Tyler will create a baseline Project Plan for all Munis modules and phases and one for EnerGov, and maintain them throughout the project life cycle and represent the project's scope of work and responsibilities as defined in this SOW and those dependent work efforts that affect the project's schedule or budget. The initial project plans are established with City's approval of this SOW as the approved budget,schedule, and scope of the project.Tyler's Project Team will coordinate with the City Project team to mutually develop each Phase Project Plan.The Tyler Project Manager will present the final working project plan to the Project Team within 30 days of the Kickoff meeting for each phase.The project team will ask for modifications or will accept the Tyler project plan. Once the project plan is approved by the project team,the project baseline will be set by the Tyler Project Manager. The baseline Project Plan will contain: PAGE 23 OF 129 ERP PROJECT-FINAL SOW • Project's activities with tasks • Specific resources assigned to project tasks • Due dates for completion of tasks • All project tasks will be assigned owners and due dates which correspond with the overall project schedule. Project Tasks that are not completed by the due date may adversely affect the project schedule, live dates, availability of Tyler staff,and budget. Decisions must be made in a timely fashion in order to achieve scheduled due dates on tasks and prepare for subsequent training sessions. The Tyler Project Managers will be responsible for updating the status of the activities and tasks if provided by City Project Managers. Decisions left unmade may affect the project schedule as each consulting and implementation session builds on the decisions made in prior sessions. The ability of Tyler and City to meet live date goals relies heavily on meeting decision deadlines. 13.8 Project Status Reports Tyler will develop a Communications Management Plan, at the onset of the project that will define the frequency and recipients for the project status reports as well as other communication between Tyler and City and each group's internal communications. Project reports are intended for City Project Managers and City Executive Team and provide the following key elements: • Agenda • Recently Completed Tasks • Overdue Tasks • Recovery plan for Overdue Tasks,with collaboration of the City's Project Manager • Overdue Conversion Tasks • Upcoming Conversion Tasks • Upcoming Tasks • Upcoming Calendar • Budget Reconciliation Tyler Project Managers will also review project progress and status with the project leads and team members for both Tyler and City on a bi-weekly basis,or more often if deemed necessary by either the Tyler Project Manager or City Project Managers. The project team will meet to communicate activities occurring across sub-teams and to communicate any issues that are impeding progress. 13.9 Issue Tracking Upon identification of project issues, risks, and key project decisions both Tyler and City team members are responsible for adding the issue to the Issue Log. For each identified issue,the following information will be captured: • Issue Number • Reported by/date • Status (i.e. new, open,closed, pending) • Module/Business Process PAGE 24 OF 129 ERP PROJECT-FINAL SOW • Priority • Issue • Comments • Findings • Recommendations • Resolution Assignment • Date Tested • Date Closed City and Tyler project managers will review the Issues Log on a bi-weekly basis during project team meetings, more frequently if needed. City and Tyler project Managers will collaboratively assign a priority to each issue and identify the individual(s) responsible for facilitating its resolution. During the critical phases of the project, City and Tyler project managers will review the issues log on a daily basis. Tyler issues identified through the Issues Log will be resolved by the Tyler implementation team who will coordinate as necessary with Tyler's internal resources. City will not be responsible for making direct contact with Tyler support for issues identified on the issues log during implementation unless a critical issue is encountered while Tyler implementation staff is not onsite and the issue prevents City staff from making appropriate progress. B.10 Issue Resolution The following issue resolution processes will be used during the Project for all issues identified on the issues log. Ultimately,dispute resolution will be governed by the dispute resolution clause in the contract. Within three (3) business days following the scheduled status meeting, City Project Managers and Tyler Project Managers will prioritize all new issues, provide an estimated due date for decision,assign the issue to an appropriate team member(s)and enter the detail in the Issues&Actions list on SharePoint. Step 1: Once the issue has been assigned,the appropriate team member(s) are responsible for completing the assigned follow-up tasks and resolving the issue by the assigned due date. Assigned resources could include both the Tyler or City project team members. The goal timeframes for resolving an issue are outlined in the Goal Issue Resolution Response Matrix below. In the event that the issue is not resolved by the project team during the time allotted,the issue will be escalated to step 2. Step 2: If issues are not resolved by the project team and/or City Project Managers and the Tyler Project Managers,the issue will be referred to City Executive Team and/or Tyler Regional Manager for decision at the next scheduled meeting. For critical decisions,the Tyler project managers and City Project Managers can agree to schedule a special Executive Team meeting to discuss the issue. In the event the issue is not resolved by Tyler and City Executive Team,the issue will be referred to Step 3. Step 3: If issues are not resolved by City Executive Team and/or Tyler Regional Manager,the issue will be referred to City Project Sponsor and/or the Tyler Executive Oversight for the Project. City Project Managers and Tyler Project Managers will request a meeting of City Project Sponsor and/or Tyler PAGE 25 OF 129 ERP PROJECT-FINAL SOW Executive Oversight to be held within ten (10) business days. Meetings may need to occur sooner for critical issues. Prior to each meeting, both Tyler and City will prepare a written analysis of the issue with recommendations for discussion. City Project Sponsor and Tyler Executive Oversight will agree on a final resolution to the issue. It is expected than any decision impacting one of the following may also require a scope change approval as described in a later section of this statement of work. It is also expected that one or more of the following will apply: • Have a significant impact on the Project or the organization • Have a significant impact on Project scope • May result in additional cost to Tyler or City • May cause the Project or the delivery of a Deliverable to become delayed At any time during the project, if City is not satisfied with the level of response from any of the Tyler Project Management Team or Tyler Regional Manager, or if the Tyler project Management Team or Tyler Regional Manager do not have the ability to make key decisions or resolve potential issues, City will reserve the right to escalate the issue to the Tyler Executive Oversight Team. Tyler's Executive Oversight Team will have responsibility for overall project delivery. B.11 Goal Issue Resolution Response Matrix Issue • • Project Goal Resolution Response N• Critical High Medium Low (Priority 1) (Priority 2) (Priority 3) (Priority 4) Scope Change Request <=1 day <=10 days <=30 days <=60 days See below for priority Response definitions. Project Implementation <=1 day <=7 days <=30 days <=45 days See below for priority Issues Response definitions. Decision Making Delays <=1 day <=7 days <=30 days <=45 days See below for priority Response definitions. Personnel Issues <=1 day <=15 days <=30 days <=45 days See below for priority definitions. Conversion Issues <=1 day <=7 days <=30 days <=45 days See below for priority definitions. Critical(Priority 1): Issue is critical to City and has significant impact on live processing or time sensitive training. High(Priority 2): Issue is severe,but there is a work around or intermediary action City can take. Medium(Priority 3): Issue is a non-severe but requires follow up from Tyler. Low(Priority 4): Issue is non-critical for City and they would like to work with applicable Tyler resource as time permits. B.12 Scope Change Process Tyler acknowledges that any scope change proposal that affects the total cost of the project is subject to the City's policies and must provide adequate time for City's consideration. City acknowledges that such scope change proposals may affect the implementation costs,schedule and go-live dates,which will be changed by mutual agreement.All scope change proposals shall be governed by the terms and PAGE 26 OF 129 ERP PROJECT—FINAL SOW conditions of the Master Agreement, including the daily rates for services, unless mutually agreed in writing otherwise. B.12.1.1 Implementation Services Change Process If the City requires the performance of services, including any implementation, consulting,training, or conversion services that are not then being performed,or requires a change to the existing services,the City's Project Manager shall deliver to the Tyler's Project Manager(s)an implementation services scope change request specifying the proposed work with sufficient detail to enable Tyler to evaluate it. Tyler, within ten (10) business days,or longer as may be mutually agreed between the parties,following the date of receipt of such change request,shall provide City with a written scope change proposal containing the following: • Detailed description of resources(both Tyler and City) required to perform the change • Implementation Plans • Schedule for completion • Acceptance criteria • Impact on current milestones and.payment schedule • Impact on project goals and objectives • Price B.12.1.2 Product Enhancement/Change Process - Munis If the City requires the modification of the products in scope, including any interface not in scope,the City's Project Manager shall submit the request via the Enhancement Request Process documented on Tyler Community specifying the proposed enhancement with sufficient detail to enable Tyler to evaluate it. Tyler has two different types of Product Enhancement Requests: 1. Product Suggestions-Suggestions will not be assigned submission numbers,will not be officially tracked and will not receive a response.Throughout the development planning cycle,Tyler's Strategic Review Committees will analyze thousands of suggestions.Tyler will work to identify patterns within the suggestions,which will help us best determine the areas of the product needing to be addressed. 2. Request for Development Quote- Requests are submitted via the Request for Development Quote website,assigned a submission number for tracking purposes and reviewed by our Development Teams.Tyler,within thirty(30) business days,or longer as may be mutually agreed between the parties,following the date of receipt of such change request. If the request is not generally consistent with the current direction of the respective product Tyler will notify the City in writing;otherwise Tyler shall provide City with a written development scope change proposal containing the following: PAGE 27 OF 129 ERP PROJECT-FINAL SOW o Specification o Schedule for completion o Minimum version requirements o Any additional implementation services required,such as project management, conversions,forms output and/or training outside of the current project scope o Impact on current milestones and payment schedule o Impact on project goals and objectives o Response Due Date o Total cost All Request for Development requests will be approved first by the City Project Manager and Tyler Project Manager. Development requests will also be identified on the issues log and elevated to the City Executive Team for review at the next Executive Team meeting. By the Response Due Date the City shall notify Tyler in writing if the City elects to proceed with the Development request.Tyler's Project Manager will submit the approved Development request to Tyler's Contract team to create a contract amendment.Tyler shall promptly commence performing the work described in the Development change request upon Tyler's receipt of a signed contract amendment. If, by the Response Due,the City gives notice to Tyler not to proceed,or fails to give any notice to Tyler, then the scope change proposal shall be deemed withdrawn and Tyler shall take no further action with respect to it. 13.12.1.3 Product Enhancement/Change Process - EnerGov Product Suggestions-Suggestions will not be assigned submission numbers,will not be officially tracked and will not receive a response.Throughout the development planning cycle,Tyler's Strategic Review Committees will analyze thousands of suggestions.Tyler will work to identify patterns within the suggestions,which will help us best determine the areas of the product needing to be addressed. 2. Request for Development Quote-Requests are submitted to Tyler's project manager via the Request for Development Quote form,assigned a submission number for tracking purposes and reviewed by our Development Teams... If the request is not generally consistent with the current direction of the respective product Tyler will notify the City in writing;otherwise Tyler shall provide City with a written development scope change proposal containing the following: o Specification o Schedule for completion o Minimum version requirements o Any additional implementation services required,such as project management, conversions,forms output and/or training outside of the current project scope o Impact on current milestones and payment schedule o Impact on project goals and objectives o Response Due Date PAGE 28 OF 129 ERP PROJECT-FINAL SOW o Total cost All Request for Development requests will be approved first by the City Project Manager and Tyler Project Manager. Development requests will also be identified on the issues log and elevated to the City Executive Team for review at the next Executive Team meeting. By the Response Due Date the City shall notify Tyler in writing if the City elects to proceed with the Development request.Tyler's Project Manager will submit the approved Development request to Tyler's Contract team to create a contract amendment.Tyler shall promptly commence performing the work described in the Development change request upon Tyler's receipt of a signed contract amendment. If, by the Response Due,the City gives notice to Tyler not to proceed,or fails to give any notice to Tyler, then the scope change proposal shall be deemed withdrawn and Tyler shall take no further action with respect to it. Section C: Technology Architecture C.1 Munis ERP & EnerGov- Medium Environment The following outlines server infrastructure required for a medium Tyler Munis ERP and EnerGov implementation sized for 100 to 250 concurrent Munis ERP users and 25-50 concurrent EnerGov users. Function Qty. CPU(P) CPU(V) Memory Storage Software Munis App& 1 (2)Intel quad 4F6 Virtual 56GB 1TB to Windows Server 2012 Standard Munis/EnerGov core 2.0Ghz+ CPUs 2TB SQL Server 2012 Standard Databases EnerGov 1 (2)Intel six S virtual 16GB 75GB Windows Server 2012 Standard Application core 2.0Ghz+ CPUs Content 1 (2)Intel quad 4 Virtual 24-GB 75GB Windows Server 2012 Standard Management core 2.0Ghz+ CPUs External Web 1 (2)Intel quad 4-8 Virtual 16GB 75GB Windows Server 2012 Standard core 2.0Ghz+ CPUs CPU(P):CPU configuration for physical configuration only. CPU(V):Minimum virtual CPU allocation for virtual configuration only.Tyler recommends VMware vSphere for server virtualization_ PAGE 29 OF 129 ERP PROJECT-FINAL SOW c C l V iz LL- 'S !.e / O p CD M W C7 Q d t� L WCC O � L CL W W 3 C = I co v N 8 l 0 UD O N o .0 L L. 15 N ON V d0, v w y Z E 0a ca W _ W 0 C Q- H H Q- w C.2 Browser Requirements C.2.1 Browser Requirements for Munis Supported Web Browsers—Dashboard v6.1 • 32 bit Microsoft Internet Explorer 11 • 32 bit Microsoft Internet Explorer 10 Supported Web Browsers—Dashboard v5.8 • 32 bit Microsoft Internet Explorer 11 • 32 bit Microsoft Internet Explorer 10 • 32 bit Microsoft Internet Explorer 9 • 32 bit Microsoft Internet Explorer 8 Browser Requirements for EnerGov • 32 bit Microsoft Internet Explorer 7+10 • Chrome3 • Firefox3 • Safari C.3 PC Requirements C.3.1 PC Requirements for Munis Minimumll Recommended Operating System 32-bit Windows Vista 64-bit Windows 7 or Windows 8.1 Memory 2 GB RAM 4+GB RAM Disk Space 50 MB 100 MB Screen Resolution 1024 x 768 1280 x 800 C.3.1.1 Required PC Software/Components • Microsoft.NET Framework v3.5 SP1 • Microsoft NET Framework v4.0(used with Tyler Cashiering v2.8) • Microsoft Silverlight 5.1 • Java Runtime Edition (only used with Tyler Content Manager 4.0 and not needed with web client): o Version 7 update 11 (or later) 10 These browsers are tested regularly for compatibility;Safari is not. 11 Meeting the minimum PC requirements will ensure the Tyler applications will operate,but will not guarantee performance. All performance and benchmark testing is done with PCs that meet or exceed the recommended hardware configuration. PAGE 31 OF 129 ERP PROJECT-FINAL SOW C.3.1.2 Microsoft Office • 32 bit Microsoft Office 2013 • 32 bit Microsoft Office 2010 • 32 bit Microsoft Office 2007 (limited)12 C.3.2 PC Requirements for EnerGov Resolution EnerGov.NET Core EnerGov GIS viewer EnerGov eReviews 1024 x 768 Minimum Not Recommended Not Recommended 1280 x 1024 Minimum Not Recommended Not Recommended 1366 x 768 Minimum Not Recommended Not Recommended 1440 x 900 Recommended Minimum Not Recommended 1600 x 900 Recommended Minimum Not Recommended 1600 x 1200 Recommended Minimum Minimum 1680 x 1050 Recommended Recommended Minimum 1920 x 1080 Recommended(advanced user) Recommended Minimum 1920 x 1200 Recommended(advanced user) Recommended Recommended 2048 x 1152 Recommended(advanced user) Recommended Recommended 2560 x 1600 Recommended(advanced user) Recommended Recommended Use r Hardware PC Description PC Recommendations Client PCs using the EnerGov NET Client Machine: Monitor Recommendations-Office system have the option of running . 4GB Dual Channel DDR3 SDRAM at 1066MHz PC/Desktop User the application either"In-Browser" • Microsoft Windows 7 with IE9 (Windows XP for a typical browser-based SP2 minimum) experience or"Out-of-Browser" . Internet Explorer 9 Front Counter/Data Entry Users-22- which offers an experience similar o NOTE: Performance improves with inch Widescreen LCD Monitor- to running a standard locally IE8 and IE9 but IE7 is supported. (1680x1050 native) installed windows application yet . Intel Pentium Dual-Core or better Back Office Users/GIS/Light ePlans still fully functioning technically as . Monitor Recommendations: Review(Typical User)-25"-(1920 x a browser-based solution. o Front Counter/Data Entry Users- 1080 native) 22-inch Widescreen LCD Monitor- Heavv Electronic Plans Review Users (1680x1050 native) (Primarily ePlans Review)-30" o Back Office Users/GIS/Light ePlans Widescreen LCD Monitor(2560x1600 Review(Typical User)-25"-(1920 x native).*Requires dual link dvi video 1080 native) card/output o Heavy Electronic Plans Review Users Alternate:1080p HDTV 32"+ (Primarily ePlans Review)-30" (1920x1080 native resolution) Widescreen LCD Monitor (2560x1600 native) EnerGov's MobileGov Solution is Laptop: Field User Device Description capable of running on Tablet: Apple iPad 2+(iG inspect App ONLY) 16 GB min. (4G/3G enabled) 12 Office plug-ins are not available for Office 2007,but export to Excel and other functionality is still available PAGE 32 OF 129 ERP PROJECT-FINAL SOW C.4 Network Requirements C.4.1 Overview Tyler applications communicate over TCP/IP and a network infrastructure of 10/100 Mbps between workstation and server and gigabit (1000 Mbps) connections between servers is highly recommended. All external web servers should reside in a Firewall DMZ. In addition a minimum of 128-bit SSL certificate is recommended for all web and application servers to encrypt all traffic over HTTPS between the server and end users. C.4.2 Bandwidth Requirements Bandwidth usage can vary depending on application user.type and their daily functions. Based on benchmarks through Tyler's SaaS data center and Test Lab,Tyler recommends 20-25 kilobits per second (Kbps) per concurrent user session. Remote access options including Remote Desktop Services (RDS), RemoteApp and Citrix are also supported and recommended for low bandwidth environments. Tyler highly recommends sites with many anticipated remote users request a bandwidth utilization report for at least 1 month of recent usage from their ISP to ensure they have sufficient bandwidth available to meet these requirements. C.4.2.1 Bandwidth Requirements— Munis Client to Server: • Minimum: Mobile broadband connection • Recommended: 10/100 Mbps network connection • 20-25 Kbps per concurrent user session Server to Server: • 1GBps network connection Server to Disk Subsystem (i.e.SAN): • Small/Medium server environments: iSCSI • Large server environments: Fiber C.4.2.2 Bandwidth Requirements— EnerGov • 100 Megabits minimum recommended bandwidth, 1.54mb(T-1)or above best suited for multi- user, multi-departmental usage PAGE 33 OF 129 ERP PROJECT-FINAL SOW C.4.3 Printer Requirements C.4.3.1 Tyler Forms Output Management Solution Printer Requirements C.4.3.1.1 Check Printers The following technical specifications must be met for check printing with the Tyler Forms Output Management Solution: • HP Brand Black/White Laser Jet Networked Printer with Static IP Address • Automatic Duplexing • IEEE 1284-B Compliant Parallel Port or High Speed USB 2.0 Port • HP Jet Direct Fast Ethernet Embedded Print Server • PCL 5e Drivers Installed • Minimum Memory-64MB • Minimum of 80 Internal TrueType Scalable Fonts (80 HP Font Set) • Minimum of 2 Full Input Trays (Manual Feed Tray not usable) • Accommodates Letter and Legal Size Paper Stock • Printers must have the latest firmware updates installed PLEASE NOTE:We do not support HP printers that have been modified with TROY brand or any other 3rd party MICR security features for check printing. C.4.3.1.2 Approved Tyler Forms Check Printers Newer HP Printer Models Please note that not all of these will be available from HP directly as they change printer models often; they may be available from HP resellers or other retail sources. • HPU 600 M601dn* HPU 3015dn* HPU 9050dn • HPU 600 M602dn* HPU 3015x • HPU 600 M602x HPU 4015x • HPU 600 M603dn HPU 4515x • HPU 600 M603xh HPU 9040dn *If using the HPU 3015dn, HPU M601dn and HPU M602dn you must purchase an additional input tray. Older HP Printer Models • HPU P3005x HPU 4350dtn • HPU 4510x HPU 8150dtn • HPU 4200dtn HPU 9000dn • HPU 4250dtn PAGE 34 OF 129 ERP PROJECT-FINAL SOW Please note that older printers must be in excellent working condition. If older printers do not perform consistently you will need to supply another printer that does. C.4.3.1.3 Other Tyler Forms Printers The following technical specifications must be met for all other form (not check) printing with the Tyler Forms Output.Management Solution: • Networked Laser Printer with Static IP Address • PCL 5e Drivers Installed • Minimum Memory-64MB • Minimum of 2 Full Input Trays (Manual Feed Tray not usable) • Minimum of 80 Internal TrueType Scalable Fonts • Accommodates Letter and Legal Size Paper Stock • Printers must have the latest firmware updates installed * Please note that for some form designs you may need to have a duplexing unit on the printer. In addition,our solution is designed for and guaranteed to work with approved HP black and white laser jet printers meeting the minimum requirements. For non-check forms we will make every effort to print to other networked printers as long as they meet the technical requirements.While we routinely and successfully print other forms to many brands of laser printers, if we are unable to print to a printer on your site,you will be required to provide an alternate printer. C.4.3.2 Non-Tyler Forms Printing Requirements Networked Printers are required. C.4.4 Active Directory Microsoft Active Directory is required for authentication with Tyler back office applications. All Tyler servers must be a member of a domain that includes Active Directory user accounts for all back office users. All workstations used to access back office applications must also be a member of the same domain to ensure an optimum end-user experience with Single Sign-On capability(Munis only).Active Directory configuration and administration is the sole responsibility of the client and must be configured prior to installation of Tyler servers. Users of Munis Self Service and EnerGov Citizen Portal do not require Active Directory accounts or access from workstations that are members of the domain. Please consult Tyler's Installation Department to discuss using Tyler applications in advanced Active Directory environments. PAGE 35 OF 129 ERP PROJECT-FINAL SOW CAS Network Load Balancing A hardware-based network load balance appliance is strongly recommended for multiple application servers. Tyler has tested the Barracuda Load Balancer(recommended model 340 or 440)and BigIP's F5 Local Traffic Manager(LTM). The appliance would provide network address translation to the servers in the cluster using virtual IP/DNS addresses assigned to each set of application servers. The appliance also provides health monitoring to each server and balance the user requests across the cluster. Server affinity is turned on so that application state is maintained by routing persistent user requests to the same server in the cluster. C.4.6 Technical Roles and Responsibilities This section defines technical activities, roles and responsibilities for the installation. INSTALLATION oe e Task Description TYLER CITY Installation Timeframe Discuss installation time frame and Lead Participate customer needs Database Configuration Determine database configuration and Lead Participate specification,i.e.cluster vs.mirror Server Specifications Provide server specifications and Lead Review consultation Hardware Quote Obtain hardware quote from vendor Review Lead Quote Review Provide quote for review and approval Review Lead Hardware Order Order hardware and notify of arrival date Review Lead Installation Confirmation Arrange and confirm onsite installation Lead Participate Hardware Notification Notify Tyler when hardware arrives None Lead Pre-Installation Conference Call Installation Eng.to arrange conference call Lead Participate to discuss and finalize installation process Hardware Configuration Confirm hardware is configured and meets Participate Lead Confirmation Tyler recommended specifications and system software at necessary service pack and patch levels.. Onsite Work Arrive onsite and begin Tyler software Lead Participate installation Installation Review Review overall installation process with Lead Participate customer Installation Resources Provide necessary resources for Review Lead installation,includes:Network Admin, Active Directory Admin,Server Admin,and any other required personnel. Munis Installation Install Tyler applications Lead Participate SQL Database Install and configure SQL database Lead Participate Administration Training Conduct administration training to review Lead Participate all server configurations PAGE 36 OF 129 ERP PROJECT—FINAL SOW End User Software Installation Conduct training to install en-d user Lead Participate Training software Installation sign-offs Provide system installation report. Leads None Onsite Installation Acceptance Complete installation sign offs None Owns Schedule Remote Work Arrange for items that will completed Lead Participate remotely Remote Connectivity Provide connectivity assistance for remote Participate Lead items Remote Installation Acceptance Complete remote installation sign offs None Owns Section D: Mums Project Scope The scope of the Munis ERP project is divided into four(4) major phases that will occur over approximately 36 months. For purposes of this SOW,the scope includes both the software scope defined below as well as the scope of the implementation effort that is defined in Section E, Munis Implementation. D.1 Munis Software & Implementation Days The following applications will be implemented utilizing the associated number of implementation days: Applicafion lyriplementation Days General Ledger Budgeting 60 Accounts Payable Purchasing 44 Fixed Assets 20 Inventory 20 Project&Grant Accounting 17 Cash Management 14 Contract Management 11 Employee Expense Reimbursement 9 Bid Management 11 BMI Asset Track Interface 5 BMI CollectlT 5 eProcurement 1 CAFR Statement Builder 4 Payroll w/Employee Self Service 29 HR Management 13 Applicant Tracking 8 Risk Management 14 Professional Development 3 PAGE 37 OF 129 ERP PROJECT-FINAL SOW Appji,tation Implementation Days Central Property File 1 General Billing 18 Accounts Receivable 27 Tyler Cashiering 12 Citizen Self Service 1 Utility Billing CIS 19 UB Interface 2 UB Assessments 7 IVR Gateway 6 Tyler Content Manager SE 8 Munis Analytics&Reporting 18 D.2 3rd Party Hardware &Software Quantity Item Cash Drawer 10 Hand Held Scanner—Model 1900GSR 10 Hand Held Scanner Stand 10 ID Tech MiniMag USB Reader 10 Power Supply 10 Printer(TM-S9000) 10 Tyler Secure Signature System with 2 Keys 1 BMI ASSETRACK-PPC for Munis(Incl. Install Fee) 1 BMI CollectlT Inventory Bar Code Scanning 1 System Tyler Notify IVR Plan (25,000 Minutes) 1 Tyler Notify SMS Text Plan (25,000 Messages) 1 D.3 Other Services Application Quantity 100% Dedicated Project Manager(Monthly) 12 50% Dedicated Project Manager(Monthly) 12 25% Dedicated Project Manager(Monthly) 12 3`d Party Interface Testing Assistance 15 AP/PR Check Recon Import 1 AP Positive Pay Recon Import 1 PR Positive Pay Export Format 1 PAGE 38 OF 129 ERP PROJECT-FINAL SOW ',Application Quantity Implementation Days 45 Install Fee—New Server Install—WIN 1 Munis Admin &Security 7 P-Card Import Format W/O Encumbrances 1 Bucket of Modifications, Interfaces & Forms-TBD13 113 Tyler Forms Financial Library 1 Tyler Forms Library—General Billing 1 Tyler Forms Library—Payroll 1 Tyler Forms Library—Personnel Action 1 Tyler Forms Processing Configuration 1 Tyler Forms Library—Utility Billing 1 Section E: Munis Implementation E.1 Implementation Methodology Overview Tyler's methodology is straightforward.We've taken the successful approach to implementation we've used or over 25 years and integrated it with the principles of the Project Management Institute (PMI),a globally recognized organization dedicated to the project management profession.As a result,our clients receive an implementation method tailored to meet their specific needs. PMI's PMBOK° (Project Management Body of Knowledge Third Edition) Guide proposes that there are five process groups to every project: Initiating, Planning, Executing, Controlling, and Closing.As part of Tyler's commitment to incorporating the PMI principles into our implementation process,we have integrated these proven technologies of the PMI process with Tyler's implementation experience,to yield a proven approach that is tailored to the public sector. Throughout a project,we establish control points (critical review points)to ensure an organization fully understands and accepts the project. It is at these check points that organizational stakeholders monitoring the overall project must formally accept the project to date.Once there is formal acceptance,the project will proceed to the next phase. 13 Should the City decide to pursue any program modifications,custom interfaces,additional forms,or customizations to forms,the timeline for Tyler delivery may require post-live delivery and may require a mid-project software upgrade. In addition,any of these conditions may require lengthening the implementation timeline and associated services. PAGE 39 OF 129 ERP PROJECT-FINAL SOW I - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - PROJECT STRUCTURAL ! I STATIC ENV TEST I (SET)OF TO BE INITIATION ii4 KNOWLEDGE TRANSFER&ANALYSIS PLANNING FOUNDATION _..__.�1�0_ 2.0 � 3.0 `j - � 4.0 _ !� � MODEL,.--.. 5.0 I I I j I IMPLEMENTATION LIVE PREPARATION LIVE PROCESSING POST LIVE PHASE/PROJECT 7 CLOSURE 6A � � -7.0�� 8.0 - IMPLEMENTATION METHODOLOGY PROCESS REPEATED FOR EACH PHASE E.2 Implementation Schedule The implementation schedule outlining specific tasks and activities required to meet the schedule outlined in Phases 1,3 and 4 outlined in Section A of this SOW will be defined in the project plan developed by Tyler and the City and maintained with the Project SharePoint project tool. Tyler will try to include the EnerGov project plan in the same Project SharePoint window, but if not possible because of formatting conflicts,will use a SharePoint folder to store the EnerGov plan. E.3 Implementation Roles and Responsibilities This section defines implementation activities and responsibilities for the major phases of the Tyler Implementation Methodology using the key defined below. • Own (0): The party is solely responsible for the task • Lead (L):The party responsible for the task and may manage other resources • Participate (P):The party is involved in, but does not lead the task • Share (S): Both parties are mutually responsible for completing the task. Both parties assume individual responsibility to ensure task is completed • Review (R):The party is responsible for reviewing work products after task is completed • None (N) :The party is not involved in the task • Assist (A) :The party is actively involved in the completion of the task E.3.1 Project Management Task Tyler'Rdle City Role Project Management Munis Project Plan Development& Management Lead Assist Define Munis Project Standards& Procedures Lead Participate Obtain Executive Mandate None Own Manage Munis Deliverable Sign-offs Lead Participate Manage Tyler Implementation Resource Scheduling Own None PAGE 40 OF 129 ERP PROJECT-FINAL SOW Monitor Munis Project Budget Share Share Risk Management Share Share Schedule City Resources None Own Provide time estimates for completion of task Lead Assist assignments Coordinate Tyler Interdepartmental Activities Lead Participate Coordinate City Interdepartmental Activities Participate Lead Tyler Project Status Meetings Lead Assist Coordinate and Manage Internal City Project Meetings None Own Monitor Tyler Project Task Completion Own None Monitor City Project Task Completion Participate Lead Track Project Issues Share Share EA Implementation Process Per Phase The following implementation process will be repeated for Phases 1,3 and 4 listed in Section A. EA1 Planning and Analysis This portion of the implementation process commences once a contract has been signed. Project team members from the organization are identified.The City's project team will be responsible for monitoring the project and providing formal acceptance of each phase.The City is using this project to optimize current work practices. The City will provide Tyler with reengineered business work flows. EMA will work with Tyler to use these to transfer knowledge for configuration and identify system functionality that may allow for additional optimization. Management plans are developed covering scope change, schedule,quality/testing, communication, and risk.This is accomplished in cooperation with the City's management. The process of transferring knowledge to and from the City begins.Tyler consultants then review policies and procedures related to software functionality. Finally, scripts are tested based on decisions made and formal acceptance from the City's project team is obtained before moving to the next phase. PAGE 41 OF 129 ERP PROJECT-FINAL SOW i STRUCTURAL STATIC ENV TEST INITIATION PROJECT PLANNING KNOWLEDGE TRANSFER&ANALYSIS (SET)OF TO BE 1.0 2.0 FOUN3 OTION 4.0 MODEL 5.0 CONTRACT CUSTOMIZE TYLER AS-I5 AND TO-BE SIGNING IMPLEMENTATION CHART OF ACCOUNTS ANALYSIS HAND ENTER DATA 1.1 MANAGEMENT PLANS ANALYSIS AND DESIGN CONDUCTED BY TYLER CONTROL SET 2.1 3.1 SME,TCS OR BOTH 5.1 4.1 PROJECT KICK-OFF v STATIC ENVIRONMENT 1.2 SCOPE MANAGEMENT TEST PLAN PROCESS"LIVE" PLAN SOFTWARE KNOWLEDGE 2.1.1 INSTALLATION TRANSFER: 4.7 TRANSACTIONS 3.2 CLIENT 5.2 CONTROL POINT: FUNCTIONAL LEADERS to Tyler INITIATION PHASE 4.2 SCHEDULE CONTRACT TEST BEST PRACTICES 1.3 MANAGEMENT PLAN VERIFICATION TEST MODIFICATION/ DECISIONS z.l.z 3.3 PROCESS FLOW CHARTS INTERFACE ANALYSIS (IF TCS) AND QUESTIONNAIRES 5.2.1 AUTHORIZATION TO 4.2.1 4'8 PROCEED TO PLANNING PHASE QUALITY SYSTEM ADMIN 1.3.1 MANAGEMENT PLAN TRAINING PERFORM 5-DAY 2.1.3 DESIRED CHANGES IN TRANSACTION TEST 3.4 BUSINESS POLICIES CONVERSION s z 2 4.2.2 ANALYSIS 4.9 COMMUNICATION IF MANAGEMENT PLAN PERFORM 2.1.4 POINT: KNOWLEDGE FORMS ANALYSIS RECONCILIATION TEST STRUCTURAL TRANSFER: 5.3 FOUNDATION Tyler to 4.10 3.5 FUNCTIONAL LEADERS RISK MANAGEMENT 4.3 PLAN 2.1.5 VERIFICATION TEST v WORKFLOW ANALYSIS VALIDATE PROCESS SCRIPT SIGN-OFF 4.11 FLOW 3.5.1 PRODUCT OVERVIEW DEMONSTRATION 5.4 CHANGE 4.3.1 MANAGEMENT PLAN 2.1.6 COA DESIGN v SECURITY ANALYSIS ACCEPTANCE 4 IN DEPTH ANALYSIS OF -CONTROL 35.2 .12 SOFTWARE OPTIONS POINT: 4.3.2 STATIC ENVIRONMENT RESOURCE TEST MANAGEMENT PLAN 2.1.7 AUXILIARY TABLE CONTROL 5.5 ANALYSIS POINT: 4.4 KNOWLEDGE CLIENT ACCEPTANCE OF EDUCATION v TRANSFER&ANALYSIS SET PERFORMANCE MANAGEMENT PLAN BEST PRACTICES 4.13 5.5.1 2.1.8 DEVELOPMENT (IF TCS) 4.5 CLIENT CLIENT CONVERSION FINALIZATION OF BEST MANAGEMENT PLAN COMMUNICATES DRAFT BUSINESS BEST BUSINESS BEST PRACTICES 2.1.9 PRACTICES DECISIONS PRACTICES "TO BE"DELIVERED& (IF TCS) (IF TCS) REVIEWED 4.13.1 5.5.2 (IF TCS) FINALIZE TYLER 4.5.1 IMPLEMENTATION v AUTHORIZATION TO MANAGEMENT PLANS PROCEED TO SET FORMAL TRANSITION CLIENT INTERNAL 4.13.2 FROM TCS TO 2.2 REVIEW OF BEST IMPLEMENTATION PRACTICES (IF TCS) (IF TCS) 5.5.3 4 S DEVELOP SCHEDULE IF FOR CLIENT PROJECT PHASE DESKTOP PROCEDURES SIGN-OFF ON DELIVERY 2.3 MANUALS OF DESKTOP DOCS (IF TCS) (IF TCS) 4.6 5.5.4 CONTROL POINT: DESKTOP PRQC PROJECT PLANNING DEVELOPMENT& AUTHORIZATION TO DELIVERY PROCEED TO TRAINING 2.4 (IF TCS) 4.6.1 CLIENT ACCEPTANCE OF TYLER IMPLEMENTATION MANAGEMENT PLANS DELIVERY 2.4.1 CLIENT ACCEPTANCE OFPHASE SCHEDULE 2.41 PAGE 42 OF 129 ERP PROJECT-FINAL SOW E.4.1.1 Initiation (1.0) Contract Signing Roles&Responsibilities Task TYLER City (1.1)Contract Signing • Contract signed by City and Tyler, Share Share takes place prior to scheduling the Project Kick-off Meeting. Kick-Off Roles&Responsibilities Task TYLER City (1.2) Project Kick-Off • Kick-Off meeting to introduce the Share Share City project team,the Tyler project team. • Provide an overview of project activities. • Opportunity for the City Executive to deliver expectations for participation and change. Control Point Roles&Responsibilities Task TYLER City (1.3.1)Authorization to • City confirms readiness to start Share Share Proceed to Planning Phase project planning E.4.1.2 Project Planning (2.0) Management Plans Roles&Responsibilities Task TYLER City (2.1.1) Complete Scope • Define scope of project Lead Participate Management Plan (2.1.2) Complete Baseline • Define project-scheduling Lead Participate Schedule Management Plan guidelines • Validate go-live dates • Determine blackout dates (2.1.3) Complete Baseline • Define quality and test plan and Lead Participate Quality Management Plan activities for project (2.1.4) Complete Baseline • Define communications for project Lead Participate Communication • Develop a plan for communications Management Plan between team members and all PAGE 43 OF 129 ERP PROJECT-FINAL SOW other stakeholders (2.1.5) Complete Baseline • Assess risks of project Lead Participate Risk Management Plan • Develop a plan for prioritizing and managing risks (2.1.6) Develop Change • Develop Plan based on interviews Lead Participate Management Plan with City Project Team and EMA (2.1.7) Complete Baseline • Establishes and includes the Lead Participate Resource Management Plan processes that organize and manage the project team and the necessary physical resources for the project tasks (2.1.8)Complete Baseline • Lay out the process of transferring Lead Participate Training Management Plan knowledge between the City and Tyler • Define measurement criteria Conversion&Tyler Forms Planning - Roles&Responsibilities Task TYLER City (2.1.9) Review Conversion • Review purchased conversions Lead Participate Plan • Determine timelines,tasks and methods for validation Review Tyler Forms Process • Introduce the Tyler Forms team Lead Participate • Review purchased forms • Discuss equipment requirements Project Plan Development Roles&Responsibilities Task TYLER City Discuss Phase Schedule • Identify schedule constraints, Lead Participate critical deadlines Coordinate non-contracted • Develop plan with 3rd Party Vendor None Own 3rd Party Implementations to integrate deliverables with Tyler timeline and requirements Deliver initial Phase Project • Develop task list and schedule. Lead Review Plan • Assign ownership • Post on City Project SharePoint site. (2.2) Finalize • Update Implementation Planning Lead Participate Implementation document with Planning Session Management Plans results PAGE 44 OF 129 ERP PROJECT-FINAL SOW (2.3) Develop Schedule for • Tyler PM will create a proposed Lead Participate Project Phase schedule for the first phase of the project (2.4.1) City Acceptance of . City signs-off to accept the Participate Lead Tyler Implementation Implementation Plans Management Plans Delivery (2.4.2) City Acceptance of • City signs-off to accept the Phase Participate Lead Phase Schedule Schedule E.4.1.3 Structural Foundation (3.0) Chart of Accounts Roles&Responsibilities Task TYLER City (3.1)Chart of Accounts • Discuss COA needs, Munis set up Lead Participate Analysis and options • Determine structure for COA Build Chart Spreadsheet • Build Excel COA spreadsheet with Participate Lead new structure Convert Chart Spreadsheet . Write and execute program to Own None convert COA spreadsheet into Munis GL Load COA Conversion in • Load converted COA into test Participate Lead Test DB database for validation Validate Converted Chart • Confirm that the COA details in the Participate Lead spreadsheet match the converted data in Munis (3.5.2)Authorize COA to be • City acceptance of COA None Own loaded in Live DB Load COA in Live DB • The new COA becomes part of the Lead Participate live database Hardware&Software Installation Roles&Responsibilities Task TYLER City (3.2) Perform Software • Install VPN Lead Participate Installation &System Admin . Install purchased software Training • Train City on system setup, configuration and maintenance Acceptance of Installation • City acceptance of installation and None Own training (3.3) Perform Verification • Perform scripted test to validate Lead Participate Test baseline software performance PAGE 45 OF 129 ERP PROJECT-FINAL SOW i (3.5.1)Acceptance of • City acceptance of baseline test None Own Verification Test Munis System Administration Roles&Responsibilities Task TYLER City (3.4) Munis System Admin • Train City on User ID's, permissions, Lead Participate Training etc. Build Munis System Admin City adds Users, builds permissions, Participate Lead Tables etc. Control Point Roles&Responsibilities Task TYLER City (3.5)Control Point for • (3.5.1)Verification Test Script Sign- Participate Lead Structural Foundation Off • (3.5.2)COA Design Acceptance E.4.1.4 Knowledge Transfer and Analysis (4.0) Knowledge Transfer Roles&Responsibilities Task TYLER City (4.2) Knowledge Transfer: • As-Is Analysis—City provides Lead Participate City information to Tyler about current business practices (4.2.1) Process flow charts • Review inventory of processing, Lead Participate and questionnaires configuration and data flow options (4.2.2) Desired Changes in • Review desired changes in business Lead Participate Business Process processes and data flows (4.3) Knowledge Transfer: • To-Be Analysis—Tyler provides Lead Participate Tyler to Functional Leads information to City about module with discussion of desired process changes (4.3.1) Product Overview • Review module organization and Lead Participate Demonstration processing flow (4.3.2)Analysis of Software • Review module parameters, code Lead Participate Options configurations and workflow options (4.4) Perform Set Up Table • Conduct analysis of set up tables Lead Participate Analysis codes and parameters Static Environment Test Plans Roles&Responsibilities PAGE 46 OF 129 ERP PROJECT-FINAL SOW I I Task TYLER City (4.7)Static Environment • Compile information gathered Own None Test Plans during analysis and prepare scripts for To-Be Test (Static Environment Test) Interface&Modification Analysis and Spec Development Roles&Responsibilities Task TYLER City (4.8) Perform Interface • Perform detailed analysis of custom Lead Participate Analysis interfaces identified in contract • Validate requirement and Participate Lead interaction with process decisions Data Conversion Analysis Roles&Responsibilities Task TYLER City (4.9) Perform Conversion • Review and develop initial Lead Participate Analysis crosswalk for purchased conversions Forms Analysis Roles&Responsibilities Task TYLER City (4.10) Perform Tyler Forms • Review purchased Tyler Forms Lead Participate Analysis mock-up kits and layout options Complete Tyler Forms Kits • Complete mock-up of selected form Participate Lead designs and submit to Tyler Forms Workflow Analysis Roles&Responsibilities Task TYLER City (4.11) Perform Workflow • Discuss options for workflow Lead Participate Analysis settings and desired process flow • Deliver matrix for workflow settings Security Analysis Roles&Responsibilities Task TYLER City (4.12) Perform Security • Discuss options for security settings Lead Participate Analysis within applications • Complete matrix for security Participate Lead settings PAGE 47 OF 129 ERP PROJECT-FINAL SOW I Knowledge Transfer&Analysis Control Point Roles&Responsibilities Task TYLER City (4.13) Control Point for • N/A Knowledge Transfer& Analysis (4.13.2)Authorization to • City signs-off to accept Knowledge Participate Lead Proceed to SET Transfer&Analysis to proceed to SET E.4.1.5 Static Environment Test of To-Be Model (5.0) Control Data Set Roles&Responsibilities Task TYLER City (5.1)Create Data Set • Hand Key representational data Lead Participate using actual City records Validate Process Flow& Procedural Decision Roles&Responsibilities Task TYLER City (5.2) Perform To-Be Test • Conduct demonstration of To-Be Lead Participate (Static Environment Test) decisions in Munis with hand-keyed Process "Live"Transactions data Validate New Process Flow • Perform representational City Lead Assist transactions to test overall process flow design Finalize To-Be Decisions • City validates To-Be decisions None Owns Create Sample Data File • Produce sample data files for Lead Participate applicable forms (5.2.2) Perform 5 Day • Perform representational City Lead Participate Transaction Test transactions to reflect a 5 day time period (5.3) Perform Reconciliation • View results of hand entered data Lead Participate Test via reports and inquiries (5.4)Validate Process Flow Test overall process flow design Lead Participate (5.5)Control Point:Static • N/A Environment Test (5.5.1) City Acceptance of . City signs-off to accept results of Participate Lead SET performance the SET testing (5.5.5)Authorization to • City signs-off on entire SET process Participate Lead Proceed to Training to authorize readiness to proceed to training PAGE 48 OF 129 ERP PROJECT-FINAL SOW I E.4.2 Setup,Training and Conversion This portion of the implementation begins with data conversion,forms design,table and preference setup, and primary-user training. System testing follows the completion of these tasks.This testing will determine the success of the knowledge transfer to end users. Formal acceptance from the City's project team is required before advancing to the next phase. IMPLEMENTATION 6.0 TYLER FORMS 6.1 CREATE FORM DESIGN(S) 6.1.1 TRAINING 1 I 6.3 MERGE DATA WITH FORM DESIGN(S) 6.1.2 FUNCTIONAL LEAD TRAINING LOAD FORM(S) 6.3.1 ON TYLER FORMS SERVER 6.1.3 CORE USER TRAINING 6.3.2 TEST FORM PRINT ON TYLER FORMS PRINTER' 6.1A TRAIN-THE-TRAINER TRAINING CREATE&SEND DATA 6.3.9 PROOF(S) TO CLIENT/TYLER PM 63,5 PROCESS DATA AND TRIAL RUNS DATA PROOF(S) 6.4 ACCEPTANCE 6.1.6 ON+STTE FORM TESTING TYLER FORMS/GO DOCS 6.4.1 INSTALL 6.1.7 TEST MODS&INTERFACES -- 6.4.2 DATA POPULATION 6.2 TEST AGAINST QUALITY PLAN CONVERSION 6.43 6.2.1 TEST AGAINST POLICIES COMPLETE AU%TABLES 64.4 6.2.2 COMPLETE WORKFLOW CONTROL POINT: 6.2.3 IMPLEMENTATION 6.5 AL Y ORIZATION TO LOAD FORM(S)ON TYLER FORMS SERVER 6.5.1 CLIENT AUTHORIZATION TO. PROCEED TO LIVE PREPARATION 6.5.2 PAGE 49 OF 129 ERP PROJECT-FINAL SOW i E.4.2.1 Implementation (6.0) Tyler Forms Roles&Responsibilities Task TYLER City (6.1.1)Create Form Designs • Tyler Forms creates form designs Own None from City mock-ups (6.1.2) Merge Sample Data • Tyler Forms merges data from To- Own None Files Be Test with Form designs Review Data Proofs • City validates form design,content Participate Lead and layout (6.5.1)Accept Form Design • City accepts form design and None Own authorizes installation (6.1.3) Install Forms • Tyler Forms installs Forms Lead Participate (6.1.4)Test Forms • Perform test of Tyler Forms through Shared Shared process testing and training Secure Bank Acceptance • Submit forms to bank for approval. None Owns (6.1.5) Create and Send • Tyler sends form design proofs for Lead Participate Data Proofs to City/Tyler review and acceptance PM (6.1.6)Tyler Forms/Go Docs • Tyler Forms installs final forms on Lead Participate Install City server (6.1.7) Install Tyler Forms • Tyler installs Forms Library on City Lead Participate Library/Go-Docs server Data Population Roles&Responsibilities Task TYLER City (6.2)Conversion • Prepare system parameters and Lead Participate codes to align with data mapping Set Up Table Training • Train City on completion of Set Up Lead Participate Tables according to analysis sessions Workflow Training • Train City on Workflow completion Leads Participate (6.2.2) Complete Set Up • City builds Set Up tables Participate Leads Tables (6.2.3)Workflow • City builds Workflow Participate Lead Completion Submit Conversion Data • Tyler extracts data from Eden Lead Participate system and submits to Tyler for conversion Produce Balancing Reports • Produces balancing reports for use None Own in conversion validation PAGE 50 OF 129 ERP PROJECT-FINAL SOW (6.2.1) Run Conversion • Write and execute program to Own None Program convert submitted data according to crosswalk Train Conversion Validation • Train City on methods for validating Lead Participate Process converted data in Munis Validate Data Conversions • City validates converted data using None Own error reports, balancing reports, etc. Submit Conversion • City documents and submits Participate Lead Corrections needed corrections to conversion Accept Conversions • City acceptance of data conversions None Own and authorization to load Training&Testing Roles&Responsibilities Task TYLER City (6.3.1)Train Functional • Train Functional Leads/Subject Lead Participate Leads/Subject Matter Matter Experts on applicable Munis Experts processing (6.3.2)Train Core Users • Train Core Users on applicable Lead Participate Munis processing (6.3.3)Train-the-Trainer • Train City's Trainer on End User Lead Participate processes Train Decentralized End • Train City's Decentralized End Users None Own Users (6.4)Train and Perform 1st • Train City on completing Trial Lead Participate Trial Run/Parallel Process Run/Parallel processes (6.4.1) On-Site Form Testing • Train City on process of printing and Lead Participate testing forms (6.4.2)Test Interfaces • Train City on process of interface Lead Participate programs testing (6.4.3)Test Against Quality • Verify programs work according to Lead Participate Plan definition in quality plan (6.4.4)Test Against Policies • Verify process meets policy Lead Participate decisions Perform Additional Trial • Complete Trial Run/Parallel process Participate Lead Run/Parallel Processes steps, identify discrepancies and co rrect (6.5.2) City Authorization to • City sign-off on Training— Participate Lead Proceed to Live Preparation acknowledging readiness for go-live PAGE 51 OF 129 ERP PROJECT-FINAL SOW E.4.3 Live Preparation, Go-Live and Phase Closure This portion of the implementation begins with a pre-live process review, proceeds to final training and conversion to be followed by quality assurance testing.The phase closes with a transition to the product Support organization and formal acceptance from the City's project team. LIVE PREPARATION LIVE PROCESSING POST LIVE PROCESSES PHASE 7.0 8.01 9.0 CLOSURE .0.0 I GO-LIVE PLANNING PERFORM LIVE POST LIVE TRANSITION TO 7.1 TRANSACTIONS IN MUNIS REVIEW SUPPORT& 8.1 9.1 CUSTOMER CARE 10.1 STRESS TESTING ON-SITE GO LIVE RECONCILIATION 7.2 SUPPORT 9.1.1 8 2 � LESSONS LEARNED 10.2 POLICY REVIEW � 9.1.2 END USER TRAINING 7.3 CONTROL POINT: LIVE PROCESSING REPORTING CONTROL POINT: 8.3 9.1.3 PHASE or PROJECT CLOSURE FINAL CONVERSION 10.3 7.4 CLIENT LIVE ON MUNIS CONTROL POINT: 8.3.1 POST LIVE PROCESSES 9.3 PROJECT MANAGER CONTROL POINT: V SIGN-OFF LIVE PREPARATION 10.3..1 1 AUTHORIZATION TO 7.5 PROCEED TO PHASE CLOSURE 9.3.1 CONVERSION ACCEPTANCE 7.5.1 CLIENT SIGN-OFF TO BEGIN LIVE PROCESSING 7.5.2 E.4.3.1.1 Live Preparation(7.0) Roles&Responsibilities Task TYLER City (7.1) Pre-Live Planning • City and Tyler meet to outline go- Lead Participate live steps, requirements and assignments Perform Go-Live Readiness a Evaluate readiness of City staff to Share Share Assessment perform live process from training and change management prospective PAGE 52 OF 129 ERP PROJECT-FINAL SOW i Cut Off Legacy System • City ceases activities in applicable None Own legacy applications Submit Final Conversion • Tyler extracts Final data from Eden Lead Participate Data system and submits to Tyler for conversion Produce Balancing Reports • Produces balancing reports for use None Own in final conversion validation (7.2)Stress Testing • City performs any desired stress None Own testing (7.3) End User Training • City trains decentralized end users None Own (7.4) Run Final Conversion • Execute program to convert Own None Program submitted final data according to crosswalk Validate Final Data • City validates converted data using None Own Conversions error reports, balancing reports, etc. (7.5.1)Accept Conversions • City accepts final conversions and None Own &Authorize Load to Live authorizes them to be loaded in Live Database Live data load • Load data into Live environment Share Share (7.5.2)Authorize Live • City authorizes City users to begin None Own Processing live processing E.4.3.1.2 Live Processing(8.0) Roles&Responsibilities Task TYLER City (8.0) Live Processing • City begins live processing in system Assist Lead (8.1) Perform Live • City begins live processing in system Assist Lead Transactions in Munis (8.2)On-Site Go Live • Tyler is on-site to support go-live Lead Participate Support processing (8.3.1) City Live on Munis • City is Processing in System Assist Lead E.4.3.1.3 Post Live Process(9.0) Roles&Responsibilities Task TYLER City (9.1.1)Train Reconciliation • Review Reconciliation Process Lead Participate Processes training Provide Post Live Support • Provide assistance to City's users Lead Assist while performing live processes PAGE 53 OF 129 ERP PROJECT-FINAL SOW I Y Work to resolve any outstanding issues Complete Outstanding • Identify and complete any Lead Participate Training outstanding training on live applications (9.1.2) Policy Review • Review Policy and Procedure Participate Lead decisions (9.1.3) Reporting • Train City on P Party Reporting Lead Participate functionality (9.3.1)Authorization to S City authorizes post-live process Participate Lead proceed to phase closure and proceeds to phase closure E.4.3.1.4 Phase Closure(10.0) Roles&Responsibilities Task TYLER City (10.1)Transition to Support • Conference call to introduce Lead Participate Transition Project Manager and Support (10.2) Document Lessons • City and Tyler discuss Lessons Share Share Learned Learned for future phases, if applicable 10.3.1) Final Acceptance 1 • City accepts Phase Closure None Own :71 E.5 Standard Munis Reports These reports are produced in Munis without the need of SSRS. Please see listing provided in Tyler's response to the City's RFP. E.6 Tyler Reporting Services (TRS) SSRS Report Development The Tyler suite of programs contains hundreds of canned system reports, each utilizing configurable user-supplied parameters to provide hundreds of reporting variations. However,Tyler recognizes that its clients want the flexibility to create even more unique reports and queries to fit their own business needs. Tyler has included Report Writing training as part of our Proposal.The City will also have available a Report Library of over 200 reports via the Munis Support Website. Training will be conducted during the first phase of the implementation,or within 60 days of go-live, whichever is deemed a better fit by the City. Tyler uses a "train the trainer" approach,which will provide certain individuals within the City with the tools necessary to train additional users on the subject matter as they see fit. PAGE 54 OF 129 ERP PROJECT-FINAL SOW Tyler Reporting Services utilizes an SQL report writing tool called Business Intelligence Development Studio (BIDS)to extract data from the Munis system and create custom reports. Once trained,the City will have the ability to create their own custom reports and modify any report from the TRS Report Library. TRS training does not include the authoring of custom reports for the City by Tyler. E.6.1.1 SSRS Report Development Roles & Responsibilities Task Tyler City Resp.ons:ibility °' •• • Determine all reporting needs for all modules None Own Prioritize reports by required date(must have upon go- live, quarterly reports, annual reports, sporadic/seldom None Own used reports) Analyze canned reports in Munis system for matching Participate Lead data to required reports Determine fit/gaps of canned Munis reports to Participate Lead reporting requirement requests Identify custom reporting needs Participate Lead Train users on reporting tools Lead Participate Develop custom reports None Own E.7 Data Conversion E.7.1 Data Conversion Scope Tyler delivers all conversions at a flat rate for full conversions. Conversions are billed as the work is completed upon completion of agreed to milestones defined in the agreement,therefore,the City will only be charged for those data conversions that are executed in the implementation of the software. The following conversion options are a comprehensive list that represents the quoted modules included in the Tyler proposal and considered in scope. Requests to convert data outside of the contracted conversion options or failing to adhere to the noted conversion assumptions below will be considered out of scope and will be billed at prevailing contract rates. Tyler will extract the applicable legacy data from Eden as part of conversion scope. The City will, following the Conversion analysis sessions,determine how many years of data will be converted. Any data that the City wishes to convert from sources other than Eden will be extracted by the City and PAGE 55 OF 129 ERP PROJECT-FINAL SOW provided to Tyler with control reports and will be evaluated.to determine if it can be stored in Munis fields or User Defined Fields. Co on , Description AC Opt 1-Actuals General ledger - actual account summary balances for up to 3 years, to be populated in the GL Master and GL Master Balance tables AC Opt 2-Budgets General Ledger-budgeted account balances for up to 3 years, to be populated in the Munis GL Master and GL Master Balance tables. This can include the original budget, budget adjustments and revised budget AC Standard COA Chart of Accounts conversion from spreadsheet (to be provided during COA analysis) AP Opt 1-Checks Check History - after a successful AP Vendor Master conversion, the client provides AP Check information for conversion to related Munis Check Header and Check Detail tables. Check Header holds such data as vendor, warrant, check#, check date, overall amount, GL cash account/date, and clearance information. Check Detail holds related document/invoice numbers for each check. When needed, this conversion uses a crosswalk from legacy vendors to Munis vendors, usually created during the master conversion, but sometimes augmented with client's additional entries. AP Opt 2-Invoice Invoice History - after a successful AP Vendor Master conversion, the client provides AP Invoice information for conversion to related Munis Invoice Header and Invoice Detail tables. General information for the invoice is stored in a Header record, and line-specific information stored in a Detail record.When needed, this conversion uses a crosswalk from legacy vendors to Munis vendors, usually created during the master conversion, but sometimes augmented with client's additional entries. AP Standard Master The client provides master data from their legacy vendor master (names, addresses, SSN/FID, contacts, phone numbers, etc.) and this data is converted into Munis vendor master fields. If remittance addresses are provided, these are converted into the related Munis Remittance Address table. If YTD 1099 amounts are provided for vendors, these balances are converted into the related Munis Vendor 1099 balances table.This part is repeated with.final data at go-live, after being run earlier for verification. Contracts Contract header and detail with corresponding journal entry,as needed. FA Opt 1-History Transaction history data (acquisitions, disposals, transfers,etc.) PAGE 56 OF 129 ERP PROJECT-FINAL SOW FA Standard Master Asset description, status, acquisition quantity, date, and amount, codes for asset class, subclass, department, custodian, flags for capitalization and depreciation, estimated life, serial number, model, model year, depreciation method, life-to-date depreciation amount, last depreciation date, disposal information (if any), purchase information, if any (vendor, P0, Invoice), four GL orgs and objects, for Asset account, Contra account, Depreciation Expense account, and Accumulated Depreciation account, plus an addition org and object for purchase account(if desired),Comments. GB Opt 1-Recurring Invoices This includes invoices that are sent on a regular basis, usually monthly. These can be loaded into Munis and then generated, as needed,when the recurring charge is due. General information for the invoice is stored in a Header record, and line-specific information stored in a Detail record. GB Opt 2-Bills This includes unlimited history of open and closed invoices from a legacy system.General information for the invoice is stored in a Header record,and line-specific information stored in a Detail record.General ledger(GL) information is included with this conversion so open invoices can be processed in Munis after conversion. GB Standard CID This includes the demographic information for all customers in a legacy database. Customer records should be brought over for all invoices that will be converted. You have the ability to convert multiple customer ID (CID) files if implementing multiple revenue modules that require a segmented customer file. IN Opt 1-Commodity Codes Commodity master information, including codes and descriptions, commodity type, acquisition type, unit of measure, vendor, buyer, approver, and various other codes and flags,some linked to the Fixed Assets module IN Standard Master Location table,fifo table if data is provided(seldom),and backorder header and detail tables if data is provided (seldom). General master data includes item, description,commodity code, purchase vendor and date, date received,GL information, hazard code,etc. Location master includes item, location, bin, various quantities (on-hand, last, committed, standard purchase, re-order), lead time; count, count date, and variance; GL information; plus many accumulator 'buckets (MTD/YTD/SOY/SOM/LY received/issued/adjusted/cost/value), etc. FIFO data includes item, location, date, qty-received, unit cost, and quantity on hand. PG Opt 1-Actuals Project Actual Balances up to 3 years -After the Project Ledger is set up,and a crosswalk created between legacy accounts and Munis accounts, balances to be populated PAGE 57 OF 129 ERP PROJECT-FINAL SOW in the Munis Project Ledger tables. PG Opt 2—Budgets Project Budgets up to 3 years-After the Project Ledger is set up, and a crosswalk created between legacy accounts and Munis accounts,budgeted balances,to be populated in the Munis Project Ledger tables. PGA Standard Project Ledger Segments, Codes, Begin & End Dates - Conversion from PGA Excel spreadsheet with many tabs to fill out for setup information for segments, account strings and FS Allocation table. PR Opt 1-Deductions Employee Deductions-including employee ID, deduction codes, tax information, and direct deposit information. NOTE: Unlike the conversion of any other module, payroll goes live in 2 steps. The employee master and deduction data is accepted and maintained in both legacy and MUNIS systems for 1 to several months, in order to give the client time to create MUNIS pay records for their employees and do parallel payroll runs. PR Opt 2—Accrual Balances Employee Accrual Balances(Vacation, Holiday, and other Leave balances) are converted from legacy data to corresponding MUNIS tables. If provided, start-of-year, earned-to-date, and used-to-date can be converted, as well. If converted, accrual balances must be completed before the client goes Live on actual payroll runs. Accrual transaction history is not part of this option. If a client requests accrual history it needs to be quoted by the conversion department. PR Opt 3-Accumulators YTD, QTD, MTD Accumulators - Employee pay and deduction amounts(and sometimes amounts paid by the employer on behalf of the employee), are converted in this option. Though it is sometimes not so in the legacy system, each amount in MUNIS must be related to a specific pay or deduction code. The deduction code crosswalk used in Option 1 is used again here and in deduction history (option S). A pay code crosswalk is usually provided, or else a single default code for all regular pay, plus any relevant noncash pay codes. Tax and retirement grosses may be converted or may be calculated afterward through a MUNIS process. If history conversions are also purchased, there is usually no need to provide separate source data for accumulators. PR Opt 4—Check History Payroll Check History - earnings and deductions in employee check history (with check# and check date), attached to a code. PR Opt S—Earning/Deduction History Payroll Earnings and Deductions History - earnings and deductions in employee check history (with check# and check date),attached to a code. PR Opt 6—Applicant Tracking Application requisition applicant master data, plus applicant references, certifications, education, skills, tests,work history,and interviews PAGE 58 OF 129 ERP PROJECT-FINAL SOW PR Opt 7-PM Action History Information on various types of personnel actions, such as job or salary changes, along with dates. These are converted into MUNIS personnel action records as though they had happened within the MUNIS application. PR Opt 8-Position Control/Hist Position, description, status, job code, bargaining group, location, number of employees allowed for each, FTE percentage, GL account, and max/min grade and step. This conversion, when purchased, is done at the beginning with employee master and employee deductions, and taken over by the client before they can begin to create employee pay records. PR Opt 9-State Retirement Tables Deals with the MUNIS screens that hold specific state- required data, plus related service years information, when appropriate. PR Opt 10-Certifications Certification data in MUNIS is stored in terms of certification area and certification type codes, which must be provided by the client (in their data, through crosswalks, or by a given default). In addition, certification number and effective date, expiration date, and required-by date can be converted, along with more codes for certification level and subjects. PR Opt 11-Education Codes, for institution, type of degree, and area(s) of study. PR Standard Payroll Employee Master data including data such as name, address, SSN, legacy employee ID, date of birth, hire date, activity status (such as active/inactive), leave/termination code and date, phone(s), e-address, marital status, gender, race, personnel status (such as full-time, part-time, etc.), highest degree, advice-delivery (print/email/both) and check location, plus primary group,job,location,and account information. Purchasing-PO Standard Open PO Header data (vendor, buyer, date, accounting information,etc.)and PO Detail(line)information UB Standard Master Utility Billing account information -previous and current customer owner information-address info, phone,fax, SSN number, FID number,account status, parcel number, location street,apartment,city,state,zip,book number, read sequence,account start and end date, EFT bank information. UB Opt 1-Services Service codes,service status,type,factor,condo units, bill cycle codes, budget information,winter usage, meter readings(current and previous), meter usage(current and previous),sales tax information UB Opt 2-Assessments Assessments are improvement costs that are spread across to property owner. Assessments can be converted as a stand-alone application. If client wishes to convert assessments std,opt2 and opt 4 must be purchased. PAGE 59 OF 129 ERP PROJECT-FINAL SOW UB Opt 3—Consumption History History of meter readings,usage, read dates, usage days, bill amounts, bill dates,read codes UB Opt 4—Balance Forward A/R A total balance due of the account or total balance due by charge code. Previous balance is converted by charge code if they penalties are applied on the current balance UB Opt 5—Service Orders Service Orders-meter repairs,checks for leaky meter, reread a meter due to high reading UB Opt 6-Backflow Account information,backflow device information, backflow type,and backflow violations E.7.2 Data Conversion Roles & Responsibilities Task Description Through analysis,fields in legacy systems and Munis will be outlined for conversion. Data Mapping Tyler staff will use best efforts to direct the Share Share City on the legacy source files and desired fields for conversion mapping The City is responsible for producing reports Run Validation from the legacy system at the time of data None Own Reports extraction. These reports are critical for use during conversion validation Extract data Extracting the data from a legacy system Lead Participate into the accepted Munis layout Develop conversion Tyler will program conversion programs programs based according to the accepted file submission o n City layout. This layout must be maintained Own None mapping and file consistently for all future data submissions submission or additional charges may apply layout. Load Data Conversion Load all conversion passes as directed by Tyler PM Lead Participate Passes Tyler will produce an error report outlining Review Error errors that result from running City's data Reports through the conversion program. The City is Participate Lead responsible for reviewing the report and investigating solutions The City will validate all data conversions Validate Data and communicate issues and discrepancies Participate Lead to Tyler in a timely and thorough manner. PAGE 60 OF 129 ERP PROJECT-FINAL SOW E.7.3 Data Conversion Assumptions Tyler makes the following assumptions in providing a fixed-price data conversion approach: • Legacy system data to be converted is provided in a non-proprietary format,such as fixed ASCII, CSV or character-delimited • Each legacy system data file submitted for conversion includes all associated records in a single file layout • Each legacy system data file layout submitted for conversion remains static for all subsequent data submissions, unless mutually agreed upon in advance of the change. • Legacy system data validation and control reports are provided with each data submission to ensure data files are complete and accurate • Accrual transaction history is not part of this option. If the City requests accrual history it needs to be quoted by the conversion department • Payroll goes live in 2 steps.The employee master and deduction data is accepted and maintained in both legacy and Munis systems for several months, in order to give the City time to create Munis pay records for their employees and do parallel payroll runs E.8 Workflow i E.8.1 Workflow Scope All workflow processes associated with purchased Munis modules are proposed as in scope for the initial implementation of the system. There maybe additional workflows available by the time the implementation begins depending on the Munis release installed.Tyler consultants will work with City resources to.help identify, configure, and train on included workflow processes. E.8.2 Workflow Roles & Responsibilities R'ol'res& Responsibilities i Task TYLER City Analyze workflow needs and determine use within Lead Participate Munis for each module Recommend areas that should implement workflow Lead Participate business rules to enforce internal controls,segregation of duties and provide additional audit trails for transactions Develop workflow process for all Munis applications Participate Lead based upon approved Best Business Practice recommendations Review the workflow in each office and identify the Participate Lead PAGE 61 OF 129 ERP PROJECT-FINAL SOW i disparities Outline the current workflow and contrast new Participate Lead procedures Implement new workflow procedures at ERP System Participate Lead implementation E.9 Testing Testing occurs throughout the project,typically in repeated patterns that align closely with other major project activities. This is a shared responsibility between the City and Tyler and will be coordinated, conducted and monitored by both parties. E.9.1 Verification Script Testing Performed after software installation to demonstrate to the City that core product functionality is in place and use of the software can begin. E.9.2 Static Environment Testing (SET) This is performed once the City has made preliminary process decisions. The purpose of the test is to provide an early opportunity to the City for validation of business process decisions in the actual application,without the complication of converted data. This pristine testing environment allows decision-makers to focus on process flow without the potential impact of converted data. A key part of the test is to conduct a "five-day"transaction test, during which all activities that take place in a standard week are duplicated and tested. This testing is a key milestone that dictates whether data population can begin. E.9.3 Conversion Validation &Testing This is performed after each pass of converted data is loaded into a testing database. Use of control reports,filtering techniques, comparison reports and visual inspection are all part of this process. The purpose is to identify all issues with data,whether due to mapping inconsistencies, source data issues, data submission content or conversion programming errors. Acceptance of conversion programming must be completed long before the pre-live period so that final conversion submissions have little or no risk of data or conversion programming issues. Final acceptance is necessary prior to live processing as the last step before data is loaded in the live database and live processing begins. This testing is part of pre-live assessment. E.9.4 Forms Testing This is first performed in a test environment at Tyler, prior to delivery of forms to the City, using sample data extracted during the Static Environment Test. Once Form design has been accepted and forms are loaded on the SaaS server,testing continues throughout the balance of the implementation. The goal, PAGE 62 OF 129 ERP PROJECT-FINAL SOW at a minimum, is to print forms as part of training(Core and End User)so that both the content and process are validated repeatedly. Submission of forms to banks must be completed and acceptance received a minimum of sixty days before live processing. This testing is part of pre-live assessment. E.9.5 System Integration Testing Beginning with the testing that occurs during the Static Environment Test and continuing with Customizations testing, process training(Project Team/Functional Lead, Core User and End User), parallel or trial run processing and Stress Testing, special attention is paid to the integration integrity of the system. Whether between Munis applications and the General Ledger,or 3rd party import/exports and interfaces, all aspects of functional integrity is tested repeatedly throughout the implementation. This testing is part of pre-live assessment. E.9.6 User Acceptance Testing (UAT) User Acceptance testing is conducted both leading up to and following end-user training. While some recommend that UAT is all performed post end-user training,Tyler supports incremental UAT through trial run processing in Financials and parallel processing in Payroll and Human Resources. Early trial runs and parallels will most likely not involve end-users, once again isolating them from any issues that may be discovered through the process. Once processes are stabilized and can be completed without significant error,the UA testing will expand to include End Users under the direction of the City. E.9.7 Stress Testing Stress Testing is completed in the pre-live timeframe and involves a large subset of City users. The City will coordinate this activity and the scheduling of the execution, monitoring and evaluation of the tests. E.9.8 Testing Roles & Responsibilities Testing Roles & Responsibi1ities Responsibility Task Description Tyler City Perform Verification Tyler performs scripted test to Lead Participate Test validate baseline software performance Acceptance of City acceptance of baseline test None Own Verification Test Establish To-Be Test Plan Compile information gathered during Own None analysis and prepare settings for To- Be Test(Static Environment Test) Perform To-Be Test Conduct demonstration of To-Be Lead Participate (Static Environment decisions in Munis with hand-keyed Test) data Authorization to City acceptance of To-Be Test and None Own Proceed authorization to proceed with training and data population PAGE 63 OF 129 ERP PROJECT-FINAL SOW 1 Test Forms Perform test of Tyler Forms through Share Share process testing and training Secure Bank Acceptance Submit forms to bank for approval None Own Perform Stress Test Complete Stress Test Participate Lead Perform User Complete User Acceptance Test Participate Lead Acceptance Test Parallel&Trial Run Replicate live processing and use Lead Participate Testing tools for identifying and resolving discrepancies Section Fo Munis Training & Education With the implementation of the new ERP system,training planning, development and delivery is critical to the overall success of the implementation to enable ease of use and user acceptance of the new processes and systems. The following training strategy will be used for the project. F.1 Tyler Education Plan An Education Plan lays out the process of transferring knowledge between Tyler and the City. Tyler refers to its plan as an Education Plan as opposed to a Training Plan for several reasons. First,the process of transferring knowledge is vital to the analysis phase of the project. During analysis Tyler: reviews the"AS IS"environment, provides Tyler demonstrations, reviews questionnaires and flow charts, and ultimately arrives at a "TO BE" model. The TO BE model becomes the foundation for user training. Second,training denotes a classroom setting with teacher and pupil. While training will occur, it is a piece of the overall education needed to be a proficient Munis user. F.1.1 Purpose The purpose of the Education Plan is to: • Communicate the process to the City's project team and Munis functional leaders • Answer specific questions related to delivery of training to the City's users • Establish action items and link project personnel as owners • Define measurement criteria to ensure the Education Plan has been successfully followed F.1.2 Process It is imperative that an Education Plan be put into practice as part of the Tyler Project. The plan should include all of the processes required to ensure that the goals for the project are fully satisfied. The overall plan will include the following: F.1.3 Demonstration, Analysis, and Knowledge Transfer Tyler employees will perform the following tasks: • As Is/To Be review PAGE 64 OF 129 ERP PROJECT-FINAL SOW I • Product overview demonstration • Analysis of Munis options • Questionnaire review This phase will involve the functional leaders and the City's project leaders. The goal of this phase is to transfer high level knowledge between parties. The output will be policies and procedures related to the use of Munis. The policies and procedures will determine the training agenda to be delivered to the end users. For example, if commodity codes are not going to be utilized within Munis purchasing,then the training outlines for Purchasing should remove the discussion of commodity codes. F.1.4. Prerequisites Tyler has two tools that are required prerequisites prior to user training: • Training Database-All users must have access to the Munis training environment. The users must have logins established and know how to access the training environment • How To Guides- In addition to Munis on-line help,Tyler offers How-To Guides depicting baseline Munis functionality and the steps required to process records. For example,the How to Enter a Requisition manual shows a beginning Munis user the steps necessary to create a requisition. These Guides can be found on the Munis Knowledgebase. Users who utilize the prerequisites learn Munis at a faster pace and retain more classroom discussion than their peers whose first exposure to Munis is their first training day. F.1.5 To-Be Demonstration & Functional Lead Training This process allows the Functional Leaders to see a working Munis system with City data. Tyler will process data according to the defined policies and procedures. The intended education is an overall understanding of the integration of Munis applications, a review and understanding of security options, and workflow touch points. F.1.6 Munis Application Training Tyler conducts training in a variety of ways depending on the size of the user community and how the City structures the project team. For instance, if the project team is comprised of the applicable functional central core users,training may be performed as part of collaborative work sessions. If the project team is small subset of the central core users,formalized classroom training will likely be conducted for those not on the project team. The City may video and audio record the training for use in City training efforts for other users or to train in the future so long as the respective Tyler Consultant is comfortable performing the session and it does not interfere with the session productivity.Tyler staff will not be responsible for providing or operating the recording equipment. PAGE 65 OF 129 ERP PROJECT-FINAL SOW F.1.7 Post Live Reconciliation Training The process of reconciling data is reviewed during pre-live training. However, hands on training with live data provides a better overall understanding of the Munis tables and how to reconcile daily,weekly, and monthly functions. F.1.8 Post Live Output and Inquiry Training The output and inquire routines are reviewed during pre-live training. However, hands on training with live data provides a better overall understanding of the Munis options related to extracting needed information. F.1.9 Logistics Tyler and the City will work together to define education logistics. The following points should be used as a starting point for defining logistics. The final logistics table will become part of the Education Plan. F.1.10 Software/Hardware • How many databases will be utilized? • Will we establish a Financials Training environment separate from Payroll? • Who will notify Tyler SaaS to refresh the training database? F.1.11 Facilities • How many training rooms will be utilized? • Where are the training rooms? • How many workstations will be in each training room? • How many printers will be in each training room? • Other training room requirements (white board, phone, etc.) • Who will schedule the training room? F.1.12 Staff • How many students per teacher? • How many students per workstation? • What are the hours of training? • Who will be trained on each Munis application? • Who will take attendance? • Will management be present for each session? • Who will train the end-users(City trainers versus Functional Leaders)? F.1.13 Schedule • Who will determine the exact days for training? PAGE 66 OF 129 ERP PROJECT-FINAL SOW • Who will notify staff members? • How far in advance will the training schedule be built? F.1.14 Quality Control • How will the City determine if attendees have learned required training outcomes? • How will follow up training be administered? F.2 Knowledge Base Tyler provides a knowledge base website that allows users to search and receive training materials such as videos,step by step documentation, how to documentation, etc. Documentation and Release Notes are included with every new release and are distributed with each new release. Additionally, release notes and documentation are updated within the support knowledgebase. Group Training, Internet Training and On-site Training are all options available for updating customers. F.3 Technical Training Approach Munis Application Administration training is conducted after software installation to show users how to update users, permissions, menu security,workflow administration, etc.,from within the Munis software. The Technical Team should attend these sessions,as scheduled. In addition,the Functional Leaders should attend to have a thorough understanding of the permissions and options available. It is a City decision as to who will perform the Munis Application Administration tasks. It may be a combination of Functional Leaders and IT staff. F.4 Training Plan for Users The Tyler Project Manager will provide a proposed training schedule based on target live dates and availability of resources(Tyler Implementation Consultants, City trainees,training room, etc.). • The City Project Managers/Team will review the proposed schedule and approve it. • The Munis Project Manager or Implementation Consultant will provide training agendas two weeks prior to each session. The agenda will be placed on the SharePoint site and may be printed by the City, as needed. • Training documents used during the sessions will be referenced on the agendas and available on the SharePoint site or linked to our Knowledge Base for easy access by attendees. The City will be responsible for printing the necessary documents for the users,as needed. • The City Project Team members should attend all training that may have relevance to his or her functional area. For example, a Purchasing Agent may be the Functional Lead and is not directly responsible for entering Purchase Orders. However, he/she should attend PO entry training so he/she thoroughly understands all of the capabilities of the software. It is also important to PAGE 67 OF 129 ERP PROJECT-FINAL SOW I have a manager or Functional Leader in every session in order to answer policy related questions and make decisions related to the set up or processing of the Munis®system. Central Department Users are responsible for attending each relevant class. Each class is scheduled to be conducted one time. Rescheduling a class due to absences or interruption may cause overages in the training budget and may affect the overall training schedule. F.5 Conversion Documentation Tyler will provide detailed Conversion schemas as a guide to the types of data that can be converted,the specific fields available in Munis and other significant information. These schemas are distributed for all purchased conversions and help guide the data mapping process.The conversion schemas will clearly show required, conditionally required, and optional fields as well as the format requirements for each field. F.6 Training Roles and Responsibilities Training'Roles& Responsibilities Responsibility Tyler City Project team training delivery Lead Participate Centralized End Users Lead Participate Computer-based training delivery Lead Participate Train-the-Trainer course development Lead Participate Identify users for Train-the-Trainer classes Participate Lead Schedule users for Train-the-Trainer classes None Own Train-the-Trainer delivery Lead Participate End-user training material development None Own Train-the-Trainer End-user training delivery (process Participate Lead training, navigation, application) Logistics and training administration Participate Lead Section G: Munis Post Go-Liege Implementation Support G.1 Overview of Post Go-Live Support Tyler and the City will be responsible to work together on a Post Go-Live support plan in order to complete the conversion to Tyler Munis and the included third party products. These services must be planned utilizing allocated contract days and must be budgeted as part of project planning. Typically this is onsite functional and technical assistance in the following areas, per phase: PAGE 68 OF 129 ERP PROJECT-FINAL SOW ■ Problem analysis and resolution ■ Guidance and mentoring to City staff who provide Munis application support functions and user help desk support (problem resolution) ■ Respond to help requests and resolve system defects ■ Coaching users on use of the new system • Support and direct assistance for business owner departments (Finance, Procurement, Benefits, Human Resources, Information Technology,etc.) • Provide proactive support and special attention to processes and departments for functions that are run for the first time during the post go-live period and any functions that are executed for the first time after the go-live period G.2 Duration of Post Go-Live Support Within the proposed go-live milestone and through coordination with the City for the post-live plan, Tyler will provide post-go live support after go-live for Phase 1, 3-5.Tyler,within the proposed go-live milestone,will also provide post-go live support for all key processes that are run for the first time outside of the initial post go-live support period utilizing contract days that are set aside for this purpose. Such events are: ■ First period end (month)close ■ Fiscal Year End Activities ■ End of Year Payroll and 1099 Activities ■ Benefits Open Enrollment ■ Budget Development Additional assistance beyond the phase/project closure will be considered out of scope and will require a change order or purchase order for additional implementation days. Section H: Munis Project Assumptions H.1 Estimated Days The following outlines major assumptions regarding the Contract and the commitment to Live Dates on time and within budget: • Tyler will provide reasonable availability of resources to support the City's efforts to complete the project as scheduled. This is dependent on the City's acceptance of proposed dates within five (5) business days, or less,of Tyler notification of posting proposed dates on SharePoint. • The City will schedule all applicable users to attend scheduled analysis, implementation and training sessions. • Session topics are scheduled in advance. One session per topic will be covered within the scope of the project. If the City chooses to have additional sessions repeated,these would be out of scope and require a change order for additional implementation days if the forty-five (45) additional implementation days included in the original contract have been exhausted. This PAGE 69 OF 129 ERP PROJECT-FINAL SOW does not include scheduled topics that are repeated for different levels of users. For instance, Accounts Payable Functional Leaders and Core Users will both have AP sessions; however,the level of analysis and hands-on training differs for each group and are considered separate, scheduled sessions. • On-site assistance during Go-Live for phases of the implementation will be determined based on the total budget of days during project planning. Additional Go-Live assistance beyond the budgeted days will be considered out of scope and will require a change order for additional implementation days if the forty-five (45)additional implementation days included in the original contract have been exhausted. Tyler will provide post go-live training for reporting, month-end processing, etc., as defined in the project schedule that will be delivered by the Tyler Project Manager. • It will be the City's responsibility to train decentralized users. Tyler will train Functional Leaders, Subject Matter Experts,centralized end users and the Train-the-Trainer staff. The City is responsible for scheduling the decentralized training,developing customized user documentation, conducting the training, and assessing user understanding and acceptance. The City may decide to utilize the forty-five (45) additional implementation days to support or deliver End User training with sixty(60)days'written notice to Tyler Part Time Overall Project Manager. • All project tasks will be assigned owners and due dates which correspond to the overall project schedule. Project Tasks that are not completed by the due date may adversely affect the project schedule and Go-Live Dates. • Decisions will be made in a timely fashion in order to achieve scheduled due dates on tasks and prepare for subsequent training sessions. Decisions left unmade may affect the project schedule as each analysis and implementation session builds on the decisions made in prior sessions. • Abbreviated timelines and overlapped phases can result in project delays if there are not sufficient City resources assigned to complete all required work as scheduled. H.2 Project Planning and Kickoff The following outlines major assumptions and activities surrounding the Project Initiation and Kickoff phase of the Project: • The City shall assign and authorize a Project Manager(s) prior to the start of this phase. • The City Project Managers, along with the Tyler Part Time Overall Project Manager and Phase 1 Functional Project Manager,shall participate in the review and final revision of the Project management and planning documents,which include this Implementation Project Scope Agreement,the Project Risk Register, and the Communications Plan. • The Tyler Functional Project Managers and City Project Managers will develop the Project Plan. Tyler will be responsible for providing the initial project plan and will maintain and update the project plan throughout all phases of the project.The City's project team will approve the initial and all subsequent updates of the project plan at the regularly scheduled project meetings. The City will be involved in reviewing and providing necessary feedback and inputs as requested by the Tyler project manager • The City project team will participate with the Tyler Part Time Overall Project Manager in the Project Kickoff meeting to discuss the project approach and expectations. The Project Planning PAGE 70 OF 129 ERP PROJECT-FINAL SOW i Services line item in the contract covers the development of the Project Management Plan at the onset of the project. H.3 Facility Requirements The following outlines major assumptions surrounding the Facility used for the Project: • The City will provide a room to be used as a training lab for Tyler staff to transfer knowledge to City resources as well as a place for City staff to practice what they have learned. • The room is to be set up in a classroom setting.The number of workstations in the room is to be determined by the City. It is Tyler's recommendation that every person attending a scheduled session with a Tyler Implementer have their own workstation; however,Tyler requires that there be no more than two people at a given workstation. • A workstation is to consist of a computer that has access to the Munis training/test database, the internet, and a printer. • The City is to provide a workstation that connects to Munis for the Tyler trainer conducting the session. The computer must be linked to a projector so everyone attending the session is able to follow the information being communicated. • In addition to computers and a printer, it is recommended that a phone be available in the room as well as a white board with markers and eraser. • The City is responsible for scheduling the training room for the sessions conducted by Tyler staff. • Should phases overlap, it may be necessary to make multiple training facilities available. It will not always be possible to adjust phase implementation schedules to avoid conflict with other ongoing Tyler activities. HA Project Tasks The following outlines major assumptions and activities surrounding the implementation of the Munis solution: • Tyler will inform the City that trainee prerequisites that must be completed prior to conducting the session.Tyler will provide notice of any training prerequisites to the City Project Managers ten business days prior to the scheduled session via a written agenda. • After each training or implementation session Tyler will inform the City project team and document in a centrally tracked action log what tasks that must be completed prior to Tyler personnel returning to the site. • Tyler will add new tasks to'the master project plan a minimum of ten (10)days prior to the due date. • Tasks will also be listed on the Project SharePoint site along with due date and owner • Typical homework items are as follows: • Practice on processes learned • Review any delivered documents prior to attending scheduled training session • Complete Set up table • Validate converted data • Should the City not be able to complete communicated prerequisites or tasks,then the City Project Managers must bring it to the attention of the Tyler Project Manager immediately so that assistance can be offered or scheduling be revised (if more than two weeks in advance). PAGE 71 OF 129 ERP PROJECT-FINAL SOW Secti®n I: Munis Modifications — Programs & Interfaces 1.1 Definition of a Program Modification Program customizations typically involve changes or additions in program functionality in order to affect some new,desired result within the Munis programs. 1.2 Definition of an Interface Modification Custom interfaces typically involve creating custom layout,web services, etc.for the purpose of receiving,sending, or exchanging data between Munis and a third party system. So long as the 3rd party system integrating with Munis can use the existing Munis import/export formats,then programming charges will not be required. However, if Tyler needs to change any of its formats to meet the needs of 3rd party products,then programming charges will be incurred at the prevailing contract rates. Tyler requires an active support agreement with the third party software and for the City to be on a current version actively supported by the manufacturer/developer of the product installed. 1.3 Specification Development Tyler provides development representatives to ensure an accurate and timely delivery of the desired functional changes.Tyler development representatives will be assigned to manage and monitor activities such as discovery calls,definition documents and delivery milestones.The development representatives work closely with the implementation team, as well as the City,to reach the goal of a successful modification/interface delivery. 1.4 Program Modification Summary Document The Program Modification Document contains descriptions and details of the desired Modification. This document identifies exactly what the City requested modification needs to accomplish and is completed as a result of Tyler development representatives reviewing contract documentation, completing discovery calls,onsite analysis visits (if necessary), and subsequent analysis. Final documentation steps should be completed and sent to City within ten (10) business days after analysis. A copy of the modification summary document is sent to City representative and project managers for review and signature. The standard signoff period is ten (10) business days, unless additional time is mutually agreed upon. 1.5 Program Modification Specification Document The Program Customization Summary Document contains descriptions and details of the desired Customizations. This document identifies exactly what the City requested Customization needs to accomplish and is completed as a result of the Development Representative reviewing contract documentation, completing discovery calls,onsite analysis visits(if necessary),subsequent analysis. A copy of the Customization summary document is sent to City Project Managers for review and signature. The standard signoff period is ten (10) business days. STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION 1.6 Modification Signoff Document This document completes the process, indicating the City has received the program Customization and it functions as defined in previous documents. 1.7 Incorporation of Program Modifications & Custom Interfaces into a Munis General Release 1.7.1 Approval Process for Incorporation Program and interfaces provided by Tyler staff become part of the general release of the system. Contract Customizations and interfaces as well as post-contract programming changes follow a formal Customization/Change Process. A Product Manager and the Vice-President of Development evaluate each post-contract request for development quote. A written response is submitted to the City evaluating the feasibility of the request,whether a solution is covered at no charge or involves a fee,an estimated time frame for completion and the applicable Munis General Release version. We attempt to provide a programming solution that has the ability to be used with parameters and settings to allow for subsequent use and broad appeal. 1.7.2 Impact of Modification/Interface Delivery on Implementation Any customizations requested for products with implementation activities already in progress,other than the three (3)custom interfaces listed below,will not be available until a date after that phase's completion. Other requests for customization of modules not currently in implementation will be evaluated to determine the timing of delivery and whether it impact the current project timeline. If customizations require upgrading to a new release, plans must be made to introduce the new release into a test environment and conducting thorough cross-module testing,especially for modules already in live production. The City owns this testing and all of these activities must be carefully coordinated with other ongoing phases of implementation. 1.7.3 Installation At the time of software installation,the most current product available will be installed, but will not contain the customizations ordered by the City. Customizations will be developed as part of the implementation as defined in this Statement of Work. 1.7.4 Project Release Schedule Customizations are delivered through Tyler Munis Internet Update utility to be loaded against releases in accordance with Tyler's published release life cycle policy(see Appendix W.3.2).This is done in order to predict and schedule release upgrades during the planned implementation phases and to provide the assurance of continually operating on a fully supported release for live modules. 1.8 Interface Listing 1.8.1 Custom Interface Listing • AP/PR Positive Pay Export Format (1 Bank format each) PAGE 73 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION • AP/PR Check Recon Import (1 Bank format each) • P-Card Import Format w/o Encumbrances 1.8.2 Standard Interfaces Munis provides flexible options for producing imports and exports out of the box. The evaluation of 3rd party requirements for all interfaces not listed as custom must be performed by the City,along with creation and testing of the files. The standard interface that can be used for importing data into Munis from EnerGov is the Munis Journal Import and Tyler will provide this, and other,file layouts at the start of the financials implementation. Future standard interfaces between Munis and EnerGov will be released as part of the base Tyler programs and will be available to the City in keeping with the Maintenance Agreement as long as City is current with Maintenance fees. 1.9 Interface Roles & Responsibilities Tyler City Provide standard interface layouts Own None Evaluate standard layout compatibility with 3rd Participate Lead Party requirements Train Standard Form Definition options Lead Participate Train Standard Import/Export options Lead Participate Communicate layout requirements for custom Participate Lead interfaces Develop identified custom interfaces Lead Participate Create Form Definition layouts Participate Lead Create Standard Imports/Exports Participate Lead Test Imports/Exports/Form Definitions Participate Lead Secure 3rd Party Acceptance of Files None Own Develop and Maintain Bridge Interfaces (e.g. Lead Participate interfaces between Eden, Munis and EnerGov Systems) Develop and Maintain Bridge Interfaces between Participate Lead Tyler products and 3rd party systems 1.9.1.1 Modification Listing • There are no authorized program modifications in the scope of this project, although the City has allocated a budget for potential modifications and interfaces. PAGE 74 OF 129 i STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Section J: EnerGov Project Scope The EnerGov project scope includes the following products associated with the detailed functional areas that are required to meet the City's functional requirements as set forth in Tyler's response and proposal and incorporated by reference herein: J.1 EnerGov Software Purchased �Phase 2 Functional Area EnerGov 9 Permitting& Land Management- Building/Planning Includes Permitting&Land Management Suite+Licensing Suite EnerGov 9 License& Regulatory Suite-Business Tax Finance/Code Receipts&Inspections Management Enforcement EnerGov 9 Advanced Server Extensions-Includes Building/Finance Intelligent Automation Agent,oData Service,Social 10 Extension, Decision Engine E n e rG ov G I S 14-Includes viewer,GeoRule Engine,History Building/G I S Writer,Spatial Collections,Parcel Split Mgr iG Workforce Mobile (40 users) -IncludesiG Inspect, Building/Planning/Code Enforce&Reviews Enforcement EnerGov ePortaI+MyGovPay-Online,BTR,Permit& Finance/Code Plan Submission&BTR Renewal,Inspection Scheduling,Complaint Enforcement Submission,Status Checks EnerGov I V R Telephony-Includes 1000 minutes per month. Building/Finance Additional minutes(in increments of 1000) invoiced at 23 cents per minute EnerGov eReviews (Electronic Plan Review) Building/Planning J.2 EnerGov Resources Purchased These resources are to be invoiced as used. Any services requested above and beyond the following will require a contract change order. • Administrative Training= 120 resource hours • Project Management,Consulting& Implementation = 3,750 resource hours • Report Development Services =400 resource hours • Onsite Training& Production Support Services=360 resource hours • Data Conversion =320 resource hours • Travel=32 trips onsite A Business Processes Setup and configuration will be confined to those business processes and business streams that are appropriate for the software purchased within the departments/divisions or other groups as indicated above. Business processes that cannot be managed from within the software purchased are 14 Requires ArcGIS Server 10+ PAGE 75 OF 129 i STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION not considered part of this project. Business processes are defined and documented in the early stages of the project.. J.4 Tyler Resources to be utilized: J.4.1 Project Managers/ Principal Solution Architects Project Managers will be responsible for a multitude of tasks, but most importantly they will ensure that the EnerGov product is implemented accurately and efficiently and that Consultants always have the tools they need to succeed.They will be expected to be industry experts, lending advice to Consultants about best practices for configuring and implementing EnerGov applications. Individuals in this position will report directly to the Director of Implementation with project updates and issues requiring resolution. J.4.2 Senior Project Consultant(s) Senior Consultants will be the individuals responsible for taking the information obtained during Assess and Define and translating it into workflows,fee calculations and a complete system configuration. They will have assistance from Project Managers but this position will be predominately responsible for building each EnerGov system. J.4.3 Trainer(s) EnerGov's Trainers are responsible for leading instruction and knowledge transfer during the various training activities that occur throughout the life of the implementation including: Pre-Project Administrative Training, End User Training& Post Production Training. J.4.4 Data Conversion Specialist(s) EnerGov's Data Services Specialists are responsible for ensuring that data from any legacy systems a County has elected to import into EnerGov are represented in a way that is usable for a County. This position requires an in-depth knowledge of not only EnerGov's data structure but the structure of all database systems we come across. This role is also responsible for developing any integrations that do not require programming within EnerGov's COTS products. Any integration that requires changes to the EnerGov database structure or User Interface will go through Research and Development. J.4.5 Reports Development Specialist(s) EnerGov's Report Developers are solely responsible for designing and updating all standard and custom reports. Section K: EnerGov Stage Objective, Tasks Tyler provides a well-defined multi-stage roadmap which can be applied equally to a single phase project or to projects with multiple phases. For multi-phase project,the stages are repeated as necessary. For the purpose of defining roles and responsibilities through this section,the following are the definitions: PAGE 76 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION • Own (0): The party is solely responsible for the task • Lead (L):The party responsible for the task and may manage other resources • Participate(P):The party is involved in, but does not lead the task • Share (S): Both parties are mutually responsible for completing the task. Both parties assume individual responsibility to ensure task is completed • Review(R):The party is responsible for reviewing work products after task is completed • None(N) :The party is not involved in the task • Assist (A) :The party is actively involved in the completion of the task K.1 Stage 0-Software Delivery& Certifications o Tyler to make available the software/software access purchased by the Customer o Tyler to extend any certification purchased K.2 Stage 1- Initiation and Planning Stage Objectives: • Introduction to project(or phase) • Distribute forms and gather high-level data • Establish communication channels o Assess IT infrastructure and needs o Staff mobilization &allocation plan Tasks: s Tasks Tyler Customer Conduct Planning/Initiation Phone Call—both Lead Participate Parties Assign Project Team Members Own for Own for respective respective team team Provide/Assign facilities for Tyler on-site activities None Lead Identify non-working days (i.e.vacations, Own for Own for holidays,etc.) respective respective team team Procure and configure necessary hardware, non- Participate Own EnerGov systems software,and networking Deliver Process Collection Templates Own None Guide City on completion of Templates Lead Assist Return Process Collection Templates Assist Own Identify Case Types None Own Create SharePoint Site Own None Work toward delivering Project Status Report Own None Template Work toward delivering Sample Signoff Form Own None PAGE 77 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Deliver Geo-Database to Tyler None Own Deliver a PUBLIC map service with minimum None Own published parcel and address point layer Deliver scrubbed legacy data dictionary to Tyler None Own Deliver Integration Test Environment(as an exact None Own replica of production system) Work toward delivering Project Planning& Own None Initiation Sign Off Return Project Planning& Initiation Sign Off None Own Amend project scope/SOW as needed Own Participate Provide preliminary project plan Own Participate Milestone/Deliverable: Signoff of Stage K.3 Stage 2 -Assess & Define Objectives: • Tyler to gain an understanding about how customer conducts business • Translate business understanding into documented EnerGov configuration definition Tasks: Assess Define Tasks Tyler Customer Schedule on-site visit Own for Own for respective respective team team Identify and document project risks and Lead Participate resolutions Deliver legacy data samples None Lead Provide updated legacy data estimates Lead None Identify and Scope any custom programming (of Lead Participate the EnerGov application). If not included in proposal, prepare Custom Programming Request Assess integration requirements and provide final Lead Participate costing estimates Approve workflows to be implemented Participate Lead Develop Project Definition Documents Lead Participate (workflows,spreadsheets, etc.) Work toward delivering final Project Definition/ Lead Participate Configuration Documents Review and assess GIS data Lead Participate Explain GIS history writer to Customer Own None Develop geo-rules configuration specifications Lead Participate [—offer best GIS practices to Customer Lead j Participate PAGE 78 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Other tasks as identified Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage K.4 Stage 3 -System Configuration Objectives: o Configure the basic software in accordance with definitions from previous stage Tasks: Basic • ration Tasks Tyler Customer Configure all case types/workflows for permits, Own None/Partici plans, inspections, licenses,etc., as defined in the pate if assess&define stage needed Configure all custom fields and forms Own None/ Participate if needed Configure geo-rules per the defined specifications Own Participate Perform "mini-reviews"with customer as Lead Participate portions of the configuration are complete Deliver completed EnerGov database to Report Own None Writers and Data Services Complete Basic Configuration Reviews Participate Lead Initial Configuration Signoff None Own Provide testing scripts and schedule for Stage 4 Lead Participate Other tasks as identified—both Parties Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage K.5 Stage 4- Internal Test Objectives: • Conduct Initial operational test • Confirm proper installation Tasks: Tasks Tyler Customer PAGE 79 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Provide users logins for key Customer staff Own Participate Conduct basic system configuration testing Participate Participate Record testing results in SharePoint Assist Lead Resolve any system issues identified Own Participate Other tasks as identified Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage K.6 Stage 5 - Build Specifications Objectives: • Define custom reports development specifications (any output document that requires an .rpt development) • Define and map data conversion requirements (see section titled Data Conversion) • Define integration specifications (of integrations determined in Assess& Define stage) Interfaces To be determined within Assess& Define Stage15 Tasks: Build Spec if ications Tasks Tyler Customer Provide Legacy data mapping document Own Participate Approve/Disapprove Custom Programming Own Participate Deliver Report Samples(in PDF format) None Own Deliver Report Specifications (must include the Assist Own formula for every field calculation) Develop custom reports(output documents) Own None specifications Validate custom reports Participate Lead Correct errors in reports Lead Participate Deliver API's for any third party integrations None Own determined in assess&define stage Develop integration specifications for Own Assist integrations determined in assess &define Allocate the time for qualified business and Participate Own technical experts to assist in the data importation analysis session Map legacy data Own Assist Other tasks as identified Own for Own for respective I respective 15 Custom interfaces do not include development of standard Tyler interfaces PAGE 80 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION team team Milestone/Deliverable: Signoff of Stage K.7 Stage 6 - Build Objectives: o Write Custom Reports per defined requirements/specifications o Development of conversion routines of previously mapped and defined data. (Note: Change Order needed if additional data elements are discovered.) o Development of interface routines from provided APIs. (Note: Change Order needed if additional data elements are discovered.) Tasks: 7TITasks Tyler Customer vide scrubbed data to Tyler Assist Own Work toward delivering Custom Reports / Own None Output documents Work toward delivering test import of legacy Own Participate data for testing Work toward delivering test interfaces Own Participate Provide documented cut over strategy Own Participate Other tasks as identified Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage K.8 Stage 7-System Acceptance Planning Objectives: • Create test scripts based on pre-determined criteria • Provide system overview and administrator training for power users (i.e. Customer testers,administrators) • Conduct testing and system validation for promotion to end user training Tasks: S,ysTern,Accept,ance o Tasks Tyler Customer Coordinate training logistics and schedule Lead Participate Provide facilities suitable to training and test Advise Own needs Provide, if requested by Customer,Tyler's Lead Advise training lab PAGE 81 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Recommend test strategies, scenarios and best Lead Participate acceptance practices Develop test scripts and testing criteria (based on Participate Participate documented business processes, interfaces, imports, reporting, etc.) Provide System Overview training(for power user Lead Participate /testing knowledge) Conduct testing and system validation for Participate Lead promotion to end user training Other tasks as identified Own for Own for respective respective team I team Milestone/Deliverable: Signoff of Stage K.9 Stage 8—Verification and System Acceptance Objectives: • Test and signoff on each delivered module,suite or component based on criteria • System ready for production and promoted to a production and/or training environment Tasks: Verification arid5ystern Acceptance Tasks Tyler Customer Develop Acceptance Schedule Lead Participate Provide strategic staff for Acceptance testing None Own Conduct Acceptance Criteria Testing Assist Own Conduct testing of case types/workflows Advise Own Conduct testing of custom and standard reports Advise Own Conduct testing of forms &custom fields Advise Own Conduct testing of interfaces Advise Own Conduct testing of data imports Advise Own Resolve Acceptance failures to meet criteria Own Participate as needed Retest until Acceptance criteria met Participate Own Other tasks as identified Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage K.10 Stage 9 - User Training Objectives: PAGE 82 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION o Provide requisite hours of classroom and one-on-one training and knowledge transfer Tasks: User Training Tasks Tyler Customer Coordinate with Customer to define training Lead Participate logistics and schedule Ensure personnel critical to the success of the Participate Own project(subject matter experts/key users,etc.) are present and available to participate&assist in training Ensure trainees are available for training None Own Conduct Training Lead Participate Other tasks as identified Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage K.11 Stage 10—Production & Production Support Objectives: • Conduct final data import cutover—3 data sources • Conduct final interface connection (integrations determined during assess& define) • Tyler to provide on-site production support Tasks: ' •• e Production Su Tasks Tyler Customer Provide onsite post production support Own None Define support logistics and schedule Own Participate Assist Customer as production issues arise Lead Participate Provide technical and functional user support Assist Lead Develop and maintain post-production issues list Assist Own Ensure key/critical personal are present and None Own available to participate Other tasks as identified Own for Own for respective respective team team Milestone/Deliverable: Signoff of Stage PAGE 83 OF 129 1 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Each stage, as established above, is designed to provide a point at which a full review of the stage objectives are assessed for completeness. When a stage is complete,a Work-Acceptance Form (see SOW Attachment A) is completed and signed by the Customer signifying acceptance of that stage and the beginning of the next stage. Each stage is dependent on the results of the previous stage and therefore,each stage of the methodology cannot begin until the previous stage is completed and approved. Section L: EnerGov Data Conversion One of the more difficult aspects of software transition revolves around data conversions. Optionally, data can be entered into a new system manually but the time,expense and accuracy of this method falls short of most project requirements. Automating the process through the use of custom written code if faster, less expensive and more accurate but creates friction points between vendor and customer. The following criteria are applied to Data Conversion L.1 Data Format Data should be provided to Tyler in any of the following formats: SQL Server 2000 or Higher,Access 97 or Higher,delimited text files. One data source(DB) per deliverable is part of this project scope. L.2 Data scrubbing/cleansing Any data scrubbing should be done by the customer ahead of the data mapping process. Data scrubbing and cleansing is not included. Data scrubbing and cleansing includes standardizing terminology within the data fields. For example, reference to addresses in some systems can include "street", "st", "str" or other abbreviations for street. All fields that have multiple descriptions should be cleansed to the same word to eliminate confusion when imported to EnerGov. L.3 Conversion scope Data coming from Eden for conversion into EnerGov modules will be extracted by Tyler. Any other legacy electronic data to be in a Data Conversion Template Database structure in an acceptable Data Format (see Appendix W.4.6) Conversion " • Code Enforcement All files and tables Building Permits All files and tables Land Management All files and tables Contacts All files and tables Workflow All files and tables Business License All files and tables 16 This data must exist in Permits Plus or it will not be converted as part of this project scope. PAGE 84 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION LA Mapping to custom fields Text columns/fields from legacy systems are not mapped to dropdown box custom fields in the EnerGov Software. These are mapped to text custom fields in EnerGov. However,for built-in, required dropdown boxes like status codes,type codes,etc. (non-custom fields),Tyler can map these from text fields. L.5 Parsing data • Address Data:Tyler does not parse out address information for optimization purposes. Rather the customer is responsible to deliver the address information in the requested (preferred format). Tyler will import the address data delivered (format) and map the fields to the best possible location in the EnerGov system.Tyler is not responsible for cleanup of inconsistent addressing. • Phone Numbers: Phone numbers are imported in the format in which the data is delivered to Tyler. Tyler is not responsible for cleanup of inconsistent numbering or sequencing. • Individuals/Names: Individual names are imported in the format in which the data is delivered to Tyler. Tyler is not responsible for parsing out single name fields into First, Last, Middle, Company, etc. • Contacts Data: If contact data is not keyed in such a way that each instance of a person has one, and only one,contact record (the record with all of their attributes such as name, address, company, phone,etc.) in the data source,then the contacts associated with a record will typically be imported into a general information tab rather than into the EnerGov Enterprise Contacts Manager. L.6 Business-Specific Rules Business specific rules are handled in the software configuration process and cannot typically be mapped within the Data conversion process.This includes but is not limited to EnerGov Intelligent Objects and EnerGov Case Workflows. L.7 Calendars &Scheduling EnerGov software can import scheduled hearings and meeting details. Section M:EnerGov Customer Signoffs Customer is responsible for signing off on the hours consumed in accordance with the agreement. Section N: EnerGov Key Project Assumptions • Customer and Tyler shall review their responsibilities before work begins to ensure that Services can be satisfactorily completed. • Customer will provide Tyler with access to its equipment, systems,and personnel to the extent needed to complete the defined Services. PAGE 85 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION • Customer will provide work space for Tyler Services for work completed on Customer premises consisting of a desk or other solid work surface and access to the Internet and a printer for document printing. • Tyler shall initially implement the most current version of the Tyler software at the time of the contract signing. During the implementation Tyler will provide newer releases of the software that meet or exceed the version available at contract signing. Release notes are provided for all new versions. • Customer will maintain primary responsibility for the scheduling of Customer employees and facilities in support of project activities. • Customer shall provide Tyler with network access for remote installation and testing through industry standards such as Virtual Private Network(VPN) or other secure access methods. • Customer shall provide all internal equipment necessary for Tyler to access the EnerGov software through an Internet connection. • Customer has,or will provide, access licenses and documentation of existing system to which Tyler will read,write or exchange data with advanced notice. • Customer has,or will provide, a development/testing environment for import and interface testing as they are developed by Tyler. • Tyler shall be responsible for implementing a functioning version of the application software (assuming Customer has installed the proper hardware, software, and networking devices). • Tyler will provide Customer with a weekly status reports that outline the tasks completed. Tyler will also provide details regarding the upcoming tasks that need to be completed during the coming weeks,the resources needed (from customer)to complete the tasks, a current or updated version of the project plan, and a listing of any issues that may be placing the project at risk(e.g., issues that may delay the project or jeopardize one or more of the production dates) as needed. • Tyler personnel shall attend executive project review committee meetings(internal)as needed. Section ®v EnerGov out of Scope • Any custom development such as; changes to source code, additional custom interface development, legacy or other imports not authorized in this statement of work. • Resource hours that extend scope. (Additional hours must be approved through a Change Order, in accordance with the agreement.) • Post System Acceptance Configuration. System Acceptance requirements are met at the completion of System Acceptance(Stage 8). Any changes requested of the Tyler implementation team to alter the configuration, post System Acceptance, must be documented through a Change Order and may incur additional costs. Customer has access to all built-in configuration tools is free to reconfigure or create new configuration as required or desired. Section P: EnerGov Risk / Mitigation Strategy P.1 Unavailability/Incompatibility of Staff Risk: Tyler recognizes that individuals assigned to projects may become unavailable due to various causes. Further,Tyler recognizes that individuals sometimes clash for reasons of incompatibility. PAGE 86 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Tyler schedules team members based on all the projects to which those individuals are assigned. Unavailability may occur due to unforeseen circumstances such family matters or their departure from Tyler employment. Incompatibility creates intolerance in project objectives and tasks and creates unnecessary delays and can lead to project failure if not corrected. Mitigation: In the event a Tyler project member is determined to be unavailable,Tyler manager will consult with customer on alternatives such as a temporary replacement or substitute of the person. Likewise a similar response is expected from the Customer if their team member is unavailable. Incompatibility is addressed first through attempts to resolve the compatibility issues between individuals. Failing resolution,team members must be replaced. In the event a Tyler team member is determined to be incompatible,Tyler will replace with a new team member and provide time to orient to the project before assuming their respective responsibilities. P.2 Customer Staff unavailability Risk: Delays in the project timeline will occur if appropriate Customer staff is unavailable to meet with or respond to Tyler for timely decisions and or directions. Mitigation: Customer should insure that staff assigned to this project is given sufficient priority and authority to work with Tyler while completing other Customer responsibilities in a timely fashion. Decisions must be made in hours and days, not weeks. P.3 Scope Changes (aka -Scope "Creep") Risk: Poorly defined projects always take longer than expected or cost more than expected because of poorly defined scope at the beginning of the project. Mitigation: Both parties must insure that the scope of the project is well stated and completely defined to the best of each party's knowledge. Functional requirements should be reviewed carefully to insure completeness. Change Orders are required to document any subsequent impact on schedule and/or costs. P.4 Activity Focus Risk: Sometimes associated with efforts that lead to Scope Changes,Activity Focus is a risk that minor activities consume time that should be dedicated to major activities of the project with the end result that time and/or costs overruns budget. Examples include meetings of little substance or that go longer than they need or time consume investigating undocumented functionality or other activities not in scope. Mitigation: Project Managers for both Parties must guard themselves to avoid focus drift by insuring the focus is squarely on meeting deadlines,services,and configuration requirements of the implementation as planned and documented in the planning,assessment and definition stages. P.5 Incomplete Legacy, Interface Documentation Risk: During the project certain third party documentation will be required for such tasks as interface development and import of legacy data and others. PAGE 87 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Mitigation: Customer should insure that APIs for interfacing to other systems is available to Tyler and that legacy data imports are known in advance of need. P.6 Achievable Goals Risk: The expectation of this project are set too high or are not explicit or clear to Customer Staff and thus not communicated to Tyler through Functional Requirements and clearly stated scope. Mitigation:The parties must insure,through the Contract and Task Orders that the goals of the project are explicit,well defined and attainable and that both parties have"signed off"on the requirements. P.7 Technology Age Risk: This risk is highly dependent on the choice of Tyler products and whether the Customer is hosting any of those products. If the Customer will be hosting its own then the technology utilized should be robust enough for several years into the future.Technology that barely meets minimum requirements today will be insufficient as the system and needs of the system grow. Mitigation:Tyler will assist Customer in determining optimal technology and plans to guard against pre-mature obsolescence. Section Q: EnerGov Critical Success Factors In order to successfully execute the services described herein,there are several critical success factors for the project that must be closely monitored.These factors are critical in setting expectations between the Customer and Tyler, identifying and monitoring project risks,and promoting strong project communication. • Knowledge Transfer-While Tyler cannot guarantee specific expertise for Customer staff as a result of participating in the project,Tyler shall make reasonable efforts to transfer knowledge to the Customer. It is critical that Customer personnel participate in the analysis,configuration and deployment of the Tyler software in order to ensure success and to transfer knowledge across the organization. After completion of the production phase,the Customer will be responsible for administering the configuration and introduction of new processes in the Tyler system. • Dedicated Customer Participation—Tyler fully understands that Customer staff members have daily responsibilities that shall compete with the amount of time that can be dedicated to the Tyler implementation project. However, it is critical that the Customer acknowledges that its staff must be actively involved throughout the entire duration of the project as defined in the Project Plan.Tyler shall communicate insufficient participation of Customer and Tyler resources as well as the corresponding impact(s),through Project Status Reports. • Acceptance Process—Acceptance must be based on criteria. The objectives and tasks of each stage of a project provide the basic criteria by which to judge acceptance of a stage is to be granted. Within each stage additional criteria will be developed by team PAGE 88 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION members on which to judge future stages. For example, System Acceptance(Stage 8 ) will be based on criteria developed in earlier stages. As resource are consumed,Tyler shall provide the Customer with a Work Acceptance Form (see SOW Attachment A)to formalize receipt. The Work Acceptance Form is subsequently signed by the appropriate Customer stakeholder(s), and faxed or emailed to Tyler. Timely and honest acceptance is required to maintain project momentum. Failure to properly establish acceptance criteria or failure to accept a properly completed stage will cause delays in the project. In an effort to ensure quality and complete satisfaction with each stage of the project,Tyler's professional services division has established the following rule: A Signed Work Acceptance Form (see Appendix) is required upon completion and customer-acceptance of the resources consumed on the project. Stage signoff is also required before proceeding to the next stage in the process. • Managing Project Scope- In an effort to implement the project on time and within budget, both Tyler and Customer agree to limit the software and professional services to only those items identified in this Statement of Work. Expanded scope results in additional costs. The implementation services scope for the Tyler products and departmental configuration services are formalized the approved project definition documentation ("PDD") defined during the Assess and Define stages of the project. Functional software requirements are defined by the functional requirements matrix(if provided in the RFP and responded in the affirmative by Tyler and included in the contract or this SOW)and by the customer's due diligence assessment. Change Orders for additional items outside the scope of the defined project requirements must be submitted in advanced and signed by project stakeholders before work can be accomplished on those items. Likewise, reductions of the defined scope will also require a Change Order. • Goal and Objectives tied to the RFP and Tyler's response—Tyler's objectives and approach to the project are based on the information in the Customer's RFP and Tyler's response. All work performed by Tyler are based on this understanding. Section R: EnerGov Future Amendments to Scope Future changes in the project scope, beyond the capability of a Change Order,will assume the appropriate processes outlined in this Statement of Work, unless future scope changes require a different or modified process. If no new Statement of Work is required,then new functionality and payment requirements are provided for in an amendment to the initial Agreement. Section Se EnerGov Project Management Tyler/EnerGov performs ongoing project management services throughout the implementation in order to plan and proactively monitor execution of the EnerGov project. While working in conjunction with, providing information to and coordinating with the Tyler 50% Dedicated Project Manager, EnerGov's implementation is independent of the Munis implementation except to the extent that the EnerGov software provides financial information to the Munis software. EnerGov's Project PAGE 89 OF 129 i STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Management tools are maintained separately from the Munis implementation. EnerGov's Project Management includes the following tasks: • Project plan management using Microsoft Project • Project document management using Microsoft SharePoint • Issue log management and escalation • Status reporting • Change order management • Project workspace management • Resource management • Executive project oversight via Executive Director and Project Review Committee By mutual agreement some project management tasks are shared between the Tyler Project team and the Customer Project Manager/Stakeholders. Section T: EnerGov Staffing Tyler will provide resumes for all Tyler staff. Tyler will replace Customer requests for on-site staff changes upon written request to Tyler providing an explanation of the reason for replacing a staff member. Tyler will not replace onsite staff without advance notice and good cause. Replacement staff must be approved in advance by Customer. Staffing is allocated during the Planning& Initiation phase. Only key project sponsors (implementation director/executives,etc.) are capable of being determined and included within the SOW/Contract. The time commitment of the EnerGov implementation team is established by the resource hours allocated to the project.The utilization of those hours is a direct result of constraints placed on the progress of the project by the Customer, such as delayed decision making, delayed response to inquiry, etc. Customer staffing roles and skills requirements are detailed in SOW Attachment D. The time invested in the implementation by the customer correlates to the benefit received from the project with high benefit for greater involvement and fewer training, support and maintenance issues after the system is in production use. Section U: EnerGov Project Schedule Upon execution of the contract,the parties will subsequently collaborate during the project planning and initiation stage to determine a start date for services to be rendered. Upon initiation of these services,Tyler shall work with Customer to collaboratively define a baseline or preliminary project schedule/plan. Given the fact that project schedules are working documents that change over the course of the project,Tyler shall work closely with Customer to update, monitor,agree, and communicate any required changes to the project schedule. Section V: EnerGov Development Tools No special development tools are required for the EnerGov Software. The EnerGov source code is not accessible(unless through the requirements of an Escrow Agreement). With the exception of the development of new reports,the configuration tools are built-into the software and the customer has full access. The Tyler implementation staff will use these same PAGE 90 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION configuration tools to setup the EnerGov system. Administrator training includes the use of the configuration tools. Crystal Reports-EnerGov reports are developed in Crystal Reports. Any changes in the reports included with the software or the development of new reports does require a licensed copy of Crystal Reports. Tyler recommends this function be reserved for System Administrators or designated staff who have the skills and the necessary access to the EnerGov software. SAP Business Objects -Crystal Reports Developer Edition (SAP Crystal Reports 2011 INTL WIN NUL License) is required to develop or modify Crystal Reports.The EnerGov system includes a built-in Crystal Report reader so they, if authorized to view reports, do not require Crystal. Section W:EnerGov Documentation W.1 Tyler-provided documentation Over the course of the 10-stage implementation lifecycle,the Tyler project team will provide stage- specific documentation in a range of formats (both editable and non-editable). Examples include: • Data Collection docs (MS Excel)for configuration • Data Mapping docs (MS Excel)for data conversion • ERDs& Data Dictionaries for IT(PDF and CHM) • Training Documentation Templates (MS Word and MS PowerPoint) • Release Notes for Service Packs (PDF) • Other documentation as required for the specifics of the project. W.2 Customer-provided documentation A definitive list of Customer-provided documentation is not possible until all aspects of the implementation are determined, usually in the beginning stages of the project. Certainly, customer's assistance in completing the Tyler-provided forms and requests for configuration information is essential to a successful project Documentation originated by the Customer includes: • Application Programming Interface documents(API's)for any third-party software system to which the EnerGov software will interface and exchange data. • Import data documentation and in a format suitable for import into the EnerGov System (please see section titled Data Conversion). • Workflow documentation on the Customer's current business processes • Copies of pertinent ordinances or other controlling authorities • Fee Schedules • Copies of existing permits, licenses,other documents presented to the public and expected to be derived from the EnerGov Software. 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Q1 O ri 0) H a- •W W W W Q cn w a Z D O D a � � C CU v CL av+ 4- u O [Q + Q r N tD m 'A }, Y fa Q N L U C � 4A _ E v L C O }+ O > C L +•+ru E CO ^ s E -lc Q +� C to v ±� Q V u u ~ E 3 L N C C L O N C U C >O .N CU a) Q1 L 4J C N L o E C a -p Q O v v m 0 N E N fU N C C N N N O f9 N _ U > i Q f0 tz O A > C C �i► N cuC C 'N Q) Gl Y C OU N N CL u cu v u -a u E O L V1 V 4� 4• 4-- Q �O v c > > +r � L s o .0 tea, .- a v E a O � N � 'C O � E 4-J_ N z Z U O a < u Z > Q' 2 > i O Lij a O a LL N o LL Z w O LLI U) i 4J CY) w > E D C7 < a U) w a Z D a STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION X.1.2 Munis Release Life Cycle Policy The Munis Release Life-Cycle Policy is designed to balance our clients'need for flexibility and stability,while meeting the demands for strategic product enhancements. These are just a few of the benefits for our clients: • Continued quality improvements from Munis Development,Technical Support,and Release Management. • Consistent and predictable product release timelines. • Ability to accurately budget,plan,and schedule upgrade resources around major processing events. • Assurance of continually operating on a fully supported release. - Early General Feature N xt14*193se loot Prad�Cb Cu�com�r tennis Adoption Availabillty Compl4te Planning 1V,2!1099 Retired Live as of Release (EA) (GA) (FC) tNRP) Year End (PR) 'Feb.15,2014 Version 11.1 Feb 2015 Mar 2015 h.ar 2017 Sep 2017 2017 Apr,2018 1;(":S<,,..0 4: •Voision 11.0' Apr 2014 Jun 2014 My 2016 Sep M6 2016 Apr 201r 'Version 10.5, Feb 2014 Apr 2014 Mar 2016 Sep 2016 2016 Apr 2011 '1^.-a 1: `ii•1. t Version 10.4 1 .Aug 2013 ltior 2013 S002015 Doc 2015 2015 Apr 2016 38 Version 10.3 = °! 1: hoar 2015 Sep 2015 2015 Apt 2016 147 Version 10.1 Sep 2014 Doc 7014 2014 Apr 2.015 6o Voraion 9A Sep 2014 flee 2014 2014 Apr 2015 351 Version 9.3 M11 2014 Sep 210W 2014 Apr 7015 316 Version$J 1011 Apr 1014 89 Tyler General Feature Next Release Product Pilot Installs CashieMgP AlvaAabillty Complete Punning Retired Compatibility Release fPl) (GA) (FC) (NRP) (PR) I Wits%trsions na Pra6uer Retired Version 3.0 ILA 1 Sop 2014 Sop 2015 Dec 2015 Apr 2016 iV,1 vera,one TED Version L9 11A Apr 201.1 i Apr 2015 1 .his 2015 ! Sep 2015 h9urrs vors�ons not Pro�,ct Rea,r�4 j TC 3 wrions TW Version 2.8 1W Sep 2013 ? Sep 2014 Dec 2014 Apr 201 MWWA Versions not Prmducs Refs ed TCRi versaons 3 116.3 a,3.10,3 12 Version LI RA Mr�rrrs mrsions me Promw.Revre4 :p 2013 Apr 2014 Jun 2014 I Sep 2014 TCP.1 aerst s 3 3.16.3 8,3 10,3 12 Version 2.6 Sap 2013 Dec 2.113 i Apr 2014 l`1'u°ss aersrons rus3 ProrYuci R�rrad i TCPA mrsims 3 1,3 0,1 9 16 1 Voraion 1S —- i Ape 2013 iu-2013 a Sep 2013 8i9ia#A''�rsrons not Product Reared _ II TCPA wrv+tv!;3 x.1 9.16 --— -- -- - — r — Mums verraans r1d Pro"Retired version 2.4 - :_ F - TCM versions 3 0,1.9.1.6 Version(s)with active enhancement development Early Adoption(EA): This represents a phase.45-90 days prior to GA,in which selected clients participate in an intense testing program on the pre-generally available release.Tyler strives to select a cross-section of customer participants to represent our client base ensuring maximum coverage.This'real world'testing of the product enables Tyler to deliver the highest quality,customer-tested release. For information on how to participate in the Early Adoption Program,please contact Munis Release Management. General Availability(GA): This represents a 24 month phase in which a product release(ex.Version 10.3)is made available for installation at client sites. Technology upgrades(ex.Version 10.0)are not intended for general availability. Feature Complete(FC): This represents a 3 to 6 month phase in which the given release has matured through the EA and GA phase and minimal development efforts need to be placed on the product for the remainder of its life. Clients are encouraged to move to a more current release.New features will not be provided. Next Release Planning(NRP): This represents a phase in which the given release has been available for up to 2 112 years. Clients are strongly encouraged to move to a more current release to prevent being on a retired version of Munis. Product Retired(PR): This represents a release phase that receives only minimal support services. Clients must move to a more current release in order to receive year-end W-2 and 1099 releases. NOTE:The timelines and specific dates related to our release life-cycle policy are tentative and subject to change. Be sure to revisit this page for current release information. PAGE 99 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Section Y: Appendix - EnerGov Section Y.1.1 Sample Work Acceptance Form This form provides the means for the Customer to accept work provided or provide reason for denial of a work. SOW Akachrnent A 'Alorh Acceptance Form �11*ent Sic n Off Client Dates: Reason for Visit: [This form-is used to both record resources cor sumed during the project and work acrompllshad wiv3.rd require ME=—h If P3ymant associated wrth this work: Payment I nvoice a mount the as.a resdlt of the n or'k.aunimpTs hed and listed above- Amount Duff:5&OD I am satisfied with the work performed during this m.p and approve the payment fismd abowa_ 1 am NOT satisfied with the%%q)rk performed Burin;this stag and Dg NOT R �the payment listed above. [Note: the project cannot continue to next phase until this work is camplet-ed satisfamrily_ Please.t'tst specific reasons for nonpayment on the follinving page. Print Name: 54nature: Data: PAGE 100 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION 5 O Atha c.hm.e nt A fA"ork Acceptance Form � Reasons for non payment Use this sheet only if you do not approve of the work performed by the project oonsulta:nt, a:ndeor to Wort consent to the payment listed above. Ee as specific as passible. <Ust Reasons Here> Print Na me: 5:j=natur_: Date: Y.1.2 Sample Change Order Form Any change in the project must have a completed and approved Change Order. PAGE 101 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION C,OW ?.ttsc;lra_ut1 .. enerowov Change Ch-des Request Client: Date: Generated By: Authorized By: Change Overview: Narrative Description of Change: Impact of Change: 5ched u le impact: Delay of m ilstone s:r b4a_I-s yam Tyler Te:I•uw1ogies I mr plamernatiiom.Projec2 F kzn ira:ludirq: Task Proposed Date C hanges Cost Impact: Change Detail Credit Debit Total Revision No.: PID ochamps may be made fo flus,pragieci w thaut the a}re—nenf of the Fmigat and must be *proved by the Prgaci Dkecfs+r_ Su&rrut endarsed Chap Order so the Tyler TQC�auibs�y F1�ecS tl a marW CD3f? , AM-2AS1 Y.1.3 Customer Roles/Skills Requirements This document defines the roles and skill expectation of the Customer in order to make the project progress as efficiently and effectively as possible. i PAGE 102 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Custamner Roles! V- energov Skills Requ ire ments � Project Cal laboration A =-U Ty4)sr M MVIenent31:O % 3 o3t13Jta aMt a sW3ew an Aa3a,n WM Titter Pv4ni Tem mermers arts ag>irry paramrtN Map Wax raw (and Te re4tn=E tea 3s 3M- ther?t W1. 104MB-J--M MS br a e ra1W--B arts s M' u3ry trarM pr 10 -10{dVEKUN On the agEC fn r?�Cz-3'►'3a3ir13 6 Tne T ZAT g d3B0g repo-:, l the typ=and resantrErr reumca 13r►i wamam 1w amasl ag ezea. Project Stakeholder Committee: TM ca Tura 9a t mbed dy vawu s or aM3nN aui sm ar-asry?4 wmns '3rouR 1n.a--WWI-M-ame-1. TypJW rdM4t=9 MUM a owmghw ast tt*falftrrtj: Cw9rsntr0y Cue'a�.Eri Carte S Famse Cara Ra+epa¢>tie1DTItt18e MchM • Emma praM aage amNixu3n arri 63. em? 1zdaptroom s13ff. • CAIMAne bane= p'V.A-Sz-VON-I TitPat gm aIIlmraman.3o 01.03§Sew �et3'r� 11C31tA'.. • AAA pro)---I tram M]ln deli. Project Manager. Tma rai?is tbprrwy 3 a6 -an -:,a gw4-v#Birww=jr w mpm aiM of ve agem rs pra.^t Lana. Typ= pspab Mir rr ar x* a1uarmer Reepawew=19e actuft: San*33=dlr= al MRpMBM3= IRXM YSOP-M a=w e . • A OM an ar&3nNUq lne a''qp—'lT►t-2131O33 .35J'nMa'A=33=13w-2 tra1M She Titi�.�tb�'l Ai3n3g�_ • EAEWS ZM The JIM 1e31M SWa t9C1s°d. UM ar-2 03rrg2l�J 0A's�n?httlE, any=fne S%3ao On 1r3tt[. • l-%%M*and arnatrrt3tn The p*e1 an"Cz-,gran an 0MV1 n:nuar 'AM the Tp9s Psap—ri'Man pr • sav--1Ee -09 caw=31S ?:1 13"--U'4`a'tn 3si4513r►s= traaM 9re Tpar Pr -ni Manpr. • =dtn3te .3gara a ttrOMMMMM 1e31M f-E—EWCE 'AM all 04S3ru DOM. • Prr4a1e in any pa}ei 3M%133,anh Ira=gragre;s an ypq--1 13as. ■ r3w aM---V ja 'a'.tih pro-- 0-m-n3offa 12 n>ps3a an;dqja—,i sins and t re3= %s�sz are arry 33r.3]3L9 pvaB det�3d s =atietl LT ate TaJ3. t-�tr4=41N MWB! t t Thrasugaratd The Stq-n at A-1 p4a—rt:R01 mMMI-3B•stiSrBD]im TJealraaa) =&ffxpff1910-e: • P;--%Wus psaaert Mut3gaMM e_r-Eaear� ae yin p-ct:rrn3n33� Sva>N FT L-== tx9 rartns s 331`ta)u% Cdr?=an CarrrWW SZ'arrrre w 3 UhlalaM'WaP-!.r3 • aences Asir 3n uaraihs-e aj J-%-2 mm awaan • =YC-n n1 3{x.1 ]e 6r--VB1MYW SUMD331 Pa3clls?3 any PPY33'c6-= PAGE 103 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION _ iere n Skills Requirements Project Sponsor. T= 64H?IS W.Mly an ex--. is or MMIN-2113'1 WMar Zr Ma rT gW or 3*M=312 IIUMBiS3 grMlp V131 3S fl w,631gy ra mpanal»2 zr 412'auxasa at 412 Pq2ct Typw poam ee: iT G1racw t t 4ffl1JTm2m ar '1 aTho rw--a r Rea goal MU99 M=ft: • MmMa irakomrAOW tr 412 31p'x-5 at Me SffSas 3a projed dor. W. • Cra3i11 g$D 90MS 2 TQMSn 4131 paWW-n W. • cqwmg 412 P*an VUMQM 3D 4a"wNga a?212 32-1tk. • hli]MVa3 awa�a;IM 4Vai]= 14?sM]aa of lne pry'ect R01 6rGtL3U1,�2a an=s-!JgM Departmental System Administrators: A U1 E 12 3311 3P-CL-0 mil%4VV vy Wmad 9T 412 ems vn-pC]_at ze tirr*iJI11'_rr Bnn 3114 14 sarv?3a aTn]ael] =NuTmr z% pw ar Adrr=iraiar pz 412,prodwwn p3a?at Ina =n?*v Seam. TEA w poema na: D*3rilRi_am 4T dRaa 1 alf]>2:1 Jiwar ? r1 am wov 3 4flr 1 VjErBL7 a?131a IDUSI 1333 gmip aT ar iR2'oumn--6a a;,p,3njm augm grasp. ReeponaMfte tea: • B=ldg t Mad W 412 Bnar GAI XT aKVSI M 31 3 sysam AMMMUM LEV51. • BEN Wy-M],3g--V an 412 tau.-I n3 3rW?%VB s_a'avm Fatt)]au39m, revisma 3M L1AT,3Mit»a. • MGM Qr EM kTAMM 412 Z-1=at 9MMI ce5 3 was+—rr. • ACINaly fX" ' IM 412 W Qln{pl31r&XTMM ,31 TpABrS 5n2PC-#QV SalLaare S1USkldt. • .san%e 3a an]a3ng Cag3'i=P- l Or dhTEA 3f SySlain 'D=]1r3UW S'uPP31 P4a1 ilf° 4MOdU"1 V ;$33? at In? RMI-M Ehas ® SIQDBiFKp+er9a CS: • AM,'rU:31!F4, ra Sa3%mg S=s ■ EMMM2 MM aMaT ''?dir63W=r llaa NV== S!O 35 MaOVEESM SA?,2}r. Departmental Business Leads: A u&E 6 i?Y?JSI3II6S? U e3M 3P-I-M d4aiN'ftl anvil 02 W=tad 1T 412-30?�b'3-'ai tn2 i 2TL A35 Wg =(rr_1M P-3Z la,3a,22a1 ail 412 pr03--cl 3a 91 rft f--=ff4ffX ME and`3n CM—W=M in= S1IG+335 at 1h.2 Impain3ltla= TZ ZNT Tsper l s 3ram. These 91 M--SS L=34a 3r4 tJs}rMe tra11WL1 -d TA11?r "RrAw Lvwar. 1y7= POatticane: I:FX=aJn31 ar dt<velO'Wa-Z M.�'3M names a?41e n33a gaaup. Reep a na4smbse ftc uft: ■ A,142ndtn] asi asaMEM ,gy p,s2ss3dlss. • "Mg and ME 10 g3U1'3 X1313 and F%V-2 BM -:(D=1?lIMESS PraG°sBERS. ■ As=331 3a a 314d'd"- ae33? in 412 21 4--mm RFr rte, mwf3:r3a a om--r-:30B. • R-MeN and 1x1 412 5y*-12ir n 021t1]nr aUM. PAGE 104 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Customer Role-sil energov SkiHs Requirernents Technical Legal: A WMrA rKMAd133 Trap Me trtaarran=1?�y grate X31 15 ream=$N Me 3!}iiR35tfBbrhAe 31�3r1 at tie riqmernm :3m L9 3eive 33 ailgauV i-a=w31 1l mtflY we sipm p'1 II!? promr.= gA3:''- -3? Z Enarvav 5l7RRa wz S)SIEM TypM poaM e: MR,%%=d ff Ad11=1r3W fReQponalb bas mom: • r'$ mry r M=y 12 ins 1?== emgramnan dur1N Utz-6o71Waf$1'r4Ma== • 5n1U2 t m sa tiEs. d3=33e3, on-a t, de"s` qrs, pr=m are 3Y3n1e V aspen Q1P4�Eri?itl3tl n 3w Meet rdt11 jUM-3J1d3Pd5 • %V='SM TpWa Pelt=_31 perSWBI durtng Errol • M311M-= Ze 1_*=S 3 3Rd pro== d=36--la • ACI 35 111?pMry 1? 31 T-raWO-2 ffi trMaP_B? Dg 12=wM pNINM5 • Efit3L im -am 4Q== 3rtdt 1. 311d amer mmmaime 3,^.[hgD%- YJA Custom Programming Requests This document provides the means for defining a custom programming request for any modification to the Tyler source code. NOTE: Custom Programming requests require an Impact Fee of$10,000 in addition to other associated costs. PAGE 105 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION SOVV Au-7 clit-.--nr D tyler DateofReqvest: Contact Name: ExpirationDate: (Quote is valiA for 30 days), Yea tureRequest [short Narf ativ e Mere] 9 0-ptio a I-[Custom Pro gramming Item Name],,,;[Hour Estimate] [Details here] TvIef T-achnolosias Use 0n1v 1mpactF-;-,e- §4 0-,�00 0 Development Hours Development(S249,1r): so E-stbnata,d R--leas e Date: Dzi-23 B90W Implamm oncost S12 •stifivit--d Release Version: Dnei Ralow Trainijae.Co st.- SO Documentation Cost SO YeafIvSupporti' �laintL%nane--�(20%ofD--v.-dopm='n cost),.- $o 0 MD,AufhorLzafion-.- S-alas Rep.Authorization: ToUlCost SID PAGE 106 OF 129 STATEMENT oFWORK ^ ERP SYSTEM IMPLEMENTATION H «'w smnArUL�ce�'� o , �L Y�U -17.�s`/�^�'�'sz� cm .,amn," "^'/c' Release Schedule Release Schedule Estimated Date [ErterGov Software Beta Release dwel DATE [EnerGov Saffivare Gold Release date] DATE Aweptad and Ordered ayCustomer- Title- Date: Psvment Schedule XHIlestane I Due Date Amount Order Placement so 7---,'%iueup,ono:r4,expl-ac.em-int Due Date -Amount Y.1.5 Custom Report Programming Requests Aspecified number of hours are allocated for Custom Report requirements. During the project these are defined and developed. Resources are allocated for this purpose. Additional custom reports and/or additional allocation of resources may be requested through the use of this form. PAGE 107OF129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Dktt Of RtqUt.-t: c4m=,t Nime: O Report Development Rep®t iSq,o ft'S'p-adficEdams gp herB> <5pandifia-tions must b-a dg-,t�ladmdappravadby a oyatt T.0--f Tedim:416--s U%--ID&hl &-poff t Homrs: Bepwl Dem-lo-Tme-mi�l 1-19.br-): Emim---d IL-kas--Da7i,--: lmsj-- li=omat Erlim-*.d Rekaso--,rjen=: Tm 'Don Rapxt gerOv.-s "mks Ri*Am7bwgiv-li= T� Est viic=- UlASS-LW4, .-jlV Ana:�m!-M F Paymect Sc-bed-de mile.-tome.1 D�ae Djue IOU%dm mpm do--Ihv--n, PAGE 108 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Y.1.6 Data Conversion Process for EnerGov Enterprise Server (Template DB Option) Overview: This document is an intro to the SQL Server EG_Template database and how to populate it. Modularized Design: As with the EnerGov software,the EG_Template db is sectioned off into modules. Each contains one master table at the top of the chain (ex. 'permit'for the Permit module). Within each module,there will be various child tables branching out below the master table for that module(ex. 'permit—address', /permit—note', etc.). There are tables that cross multiple modules.The most notable of these involve inspections and payment transactions. Database diagrams have been included in the EG_Template database.These show the tables and their relationships for each module. Required Fields: There are certain fields in the EnerGov software which are required fields,and we cannot write records to the EnerGov db without populating these columns. Sometimes,these required fields will not be available in the legacy source data,so a simple default value can be written to the EG_Template db to fulfill any NOT NULL constraint. Some of these fields are drop-down lists in EnerGov,which means that we will be restricted in the values that we can write to these required fields in the EnerGov db. For drop-down fields,there is no restriction on what can be written in the EG_Template db. So,exact spelling or careful matching to the EnerGov configured values is not an issue for fields that are destined for EnerGov drop-down fields.We will run these through a separate mapping table to translate the values to the appropriate EnerGov value during conversion.These mappings will be negotiated during the development phase of the conversion. Custom Fields(any fields not available in the master table for the module in question): Most legacy systems will have some attribute fields that are not specified in the corresponding master table within EG_Template. In EnerGov,we will refer to these as custom fields. Within each module, there will be a child table for such custom fields. Since these are specific to the legacy system(s),you may add columns to these tables in EG_Template to accommodate any needed custom fields in the migration. For example, 'permit—additional—fields' is the table for extra fields relating to the 'permit' records. Gap Handling(where legacy data doesn't fit anywhere within EG Template): There are sometimes special features of a legacy system which EnerGov does not account for in the EG_Template db. We may have to work out a custom solution to handle these special cases. Contacts: PAGE 109 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION This is always a big topic for data migrations.These generally fall into two categories: 1.Those contacts that were managed with each person/company having one contact record,which is kept up to date over time.As this person/company is associated with records over time (getting a business license, pulling permits, being associated to a code violation),that one contact record is attached to the permit, license,code case,etc. With this model,there is generally no duplication of contact records(except when created by mistake). 2. Contacts where the user keys the contact attribute info on each permit, case, license, etc.With j this model,there is no single master record representing the contact itself.So, if a contact has been associated to 10 different permits over time,there would be 10 records with the contact attributes (each one will likely have slightly different values in the various fields like name, address, phone, etc.). With this model,there is considerable duplication of contacts. In the EnerGov model,contacts are stored as in category 1 above.Those contacts put into EG_Template without a master'contact' record link(category 2 above)will be migrated into custom field memo boxes to avoid duplication of contacts within the EnerGov contact repository. For example, when populating the permit contacts,those contacts for category 1 should go into the 'permit contact'table.Those contacts for category 2 should go into the 'permit—contact—no—key'table. Multiple Legacy Data Sources: P g Y There are usually multiple data sources to convert in a project.The plan is to have all data sources populated into the EG_Template db.At the main table level,there is an optional column where the legacy data source can be populated for reference.This is provided as a way to easily count up or research records originating from a particular legacy data source. Overall Architecture of Conversion: There are 3 SQL Server databases involved in the conversion process. 1. EG_Tem late(for legacy data) 2. EnerGov(the production EnerGov db) 3. A database containing all conversion processes and mapping tables.This is maintained by Tyler's data conversion team.This db takes the data from EG_Tempate,translates it, and populates it into the EnerGov db. PAGE 110 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION 0 0- All legacy data sources will be This db will be used to This is the EnerGov db used by the loaded into this one db,within the map/translate data before it passes EnerGov software. provided table structure. into EnerGov. Stored procedures and functions will exist in this db, which will essentially be the conversion source code. Progression of Conversion Development Process: Step Step Name Responsible Party (Votes 1 Provide empty EG_Template Tyler database to client • Database format will be SQL Server i 2 Load non-Eden legacy data Client into template database • If there are multiple legacy data sources, all should be loaded into the i one template SQL database. 3 3 Mapping process Tyler/Client • Dependent on completed EnerGov configuration • Spreadsheets will be used to communicate mapping values. • Mapping questions may arise and both parties may need to discuss these until answers are agreed upon. 4 Import-specific configuration Tyler changes to EnerGov • Certain fields or values may need to exist for imported records only.These usually require some minor EnerGov configuration changes. 5 Customize conversion scripts Tyler • Minor customization can be expected PAGE 111 OF 129 I STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Step Step Name Responsible Party Notes for many conversions, based on special requests from client. • Any special requests would also be added into the conversion scripts at this time. 6 Conversion execution Tyler • Resulting EnerGov database will be provided to client team for review. 7 Review and either sign-off or Client request changes • Client team will review the data and the interaction with it in the EnerGov software. • If it meets the client's needs,sign-off will occur. If not, certain steps above may need to be repeated until client signs off on the conversion. Y.1.7 Template DB Data Model and Guide The tables in the E.G_Template db are grouped together and named such that they correspond closely with the structure of the EnerGov core product,which is broken out into different units/modules. Below, each module will contain a listing of the tables, a brief description, and an ERD diagram.All of these ERD diagrams are present within the EG_Template db(under the Database Diagrams folder in SQL Server). PAGE 112 OF 129 t U U v � o °D s o > a O O ate+ U W O O C: O •- U 110 -O O fD O1 ffo > E m N N dA O O 4. 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E W 4J ++ ++ Q >- Q. 31 a A I W H E E E CI CI E F`t .. �,1.Ia- a f° m m s a 2 a �° a �-` E° -{ i Q cn W aac. a � aaaa a STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Y.1.8 Standard EnerGov Reports- Permitting& Land Management ■ By Permit Type Permit Activity Report ■ By Project Permit Detailed Report ■ By Status Permit History Report ■ By Work Class Permit Inspection History Report Permit Time Tracking Report Year over Year Permits Report Permits By Parcel Report By Permit Type Monthly Permits Issued(By Work Class) ■ Monthly Permits Issued(By Year)(Chart) Plan Management Monthly Permits Issued(Chart) Plan Activity Report Permit Issuance and Valuation(By District) Plan Corrections Report Expired Permits Report Plan Detailed Report Permit Bonds Expired Plan History Report • By Bond Status Plan Time Tracking Report • By Bond Type Monthly Pans(By Application Date)(Chart) Monthly Plans(By Completed Date)(Chart) Permit Bonds Issued Monthly Plans(By Expiration Date)(Chart) • By Bond Status Complete Review • By Bond Type ■ By Due Date By Department ■ By Due Date By Review Status Permit Bonds Released • By Due Date By Submittal Type • By Bond Status • By Bond Type Incomplete Review ■ By Due Date By Department Permit Contacts By Contact Type ■ By Due Date By Review Status Permit Listing Report By Issued Date • By Due Date By Submittal Type Permits Applied • By District Plan Activity Report • By Permit Type Plan Bonds Expired By Bond Status • By Project Plan Bonds Expired By Bond Type • By Status Plan Bonds Issued By Bond Status • By Work Class Plan Bonds Issued By Bond Type Plan Bonds Released By Bond Status Permits Expired Plan Bonds Released By Bond Type • By District • By Permit Type Plans Applied • By Project ■ By District • By Status ■ By Plan Type • By Work Class • By Project ■ By Status Permits Finaled ■ By Work Class • By District • By Permit Type • By Project • By Status • By Work Class Permits Issued • By Contractor • By District PAGE 124 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Plans Completed Inspection Worksheet • By District Complete Inspections • By Plan Type ■ By Actual End Date by Inspection Status • By Project ■ By Actual End Date By Inspection Type ■ By Actual End Date By Inspector • By Status E By Actual Start Date by Inspection Status • B Work Class Y By Actual Start Date By Inspection Type ■ By Actual Start Date By Inspector Plans Expired ■ By Scheduled End Date By Inspection Status • By District ■ By Scheduled End Date By Inspection Type • By Plan Type ■ By Scheduled End Date By Inspector • By Project ■ By Scheduled Start Date By Inspection Status • By Status . By Scheduled Start Date By Inspection Type • By Work Class . By Scheduled Start Date By Inspector Year Over Year Plans Report By Plan Type Incomplete Inspections Plan Case Activity(By User) . BY Actual End Date by Inspection Status Plan Cases(By User) ■ By Actual End Date By Inspection Type Plan Cases by User-Applied(Chart) ■ By Actual End Date By Inspector Plan Cases by User-Completed(Chart) ■ By Actual Start Date by Inspection Status Plan Cases by User-Expired(Chart) ■ By Actual Start Date By Inspection Type Plan History(By Case) Plan Review Items(By Department) ' BY Actual Start Date By Inspector Plan Review Items(By Review Type) ' By Scheduled End Date By Inspection Status Plan Review Items(By Submittal Type) ' By Scheduled End Date By Inspection Type Plan Workload-Completed ■ By Scheduled End Date By Inspector Plan Workload-Incomplete ■ By Scheduled Start Date By Inspection Status Planning Activity Report 0 By Scheduled Start Date By Inspection Type Project Management ■ By Scheduled Start Date By Inspector Project Detailed Report Project History Report Inspector Inspection Listing Report Incomplete Project Listing Report By Expected End BY Actual End Date Date . By Actual Start Date Incomplete Project Listing Report ■ By Create Date Project Listing Report By Complete Date ■ By Scheduled End Date Project Listing Report ■ By Scheduled Start Date • By Expected End Date • By Start Date Status Inspection Listing Report • By Status By Complete Date ■ By Actual End Date • By Status By Expected End Date ■ By Actual Start Date • By Status By Start Date ■ By Create Date ■ By Scheduled End Date ■ By Scheduled Start Date Inspections PAGE 125 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Year Over Year Inspections Report by Inspection Type Project Management Project Detailed Report Project History Report Incomplete Project Listing Report • By Expected End Date • By Start Date Project Listing Report By Complete Date Impact Management Impact Case Detailed Report Impact Case History Report Impact Case Attached Objects Report Impact Case Activity Report(Case Number) Impact Distribution Report • By Case Number • By Owner/Developer • By Resolution Number Impact Reconciliation Report Impact Transaction Detail Report Impact Monetary Conditions • By Condition Category • By Condition Date • Collected by Date Impact Monetary Contributions by Targeted Fund Use Impact Non-Monetary Cases by Condition Type and District Object Management Object Detailed Report Object History Report Objects by Parcel Report Objects Attached Records Report Objects Created By Type Objects Installed By Type Objects Operation Start By Type Objects Operation End By Type Objects Created By Status Objects Installed By Status Objects Operation Start By Status Objects Operation End By Status PAGE 126 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Standard EnerGov Reports—License & Regulatory Management Business License Mgmt.(Tax Receipts) MyBy Issued Date By Type Avery 5160 MvBusiness License Company Labels BL Year over Year License Report OLBy License Type BL Companies Closed OLBy Company-District Professional Licensing MyBy Company Location Professional License Applications MyBy Company Status MrBy Classification MyBy Company Type MyBy District MyBy Company District MyBy Status MyBy Type BL Companies Opened My Company Location Professional License Expirations MyBy Company Status MrBy Classification MyBy Company Type MyBy District MyBy Status BL License Applications MyBy Type My License Classification MyBy License District Professional Licenses Issued MyBy License Status MrBy Classification MyLicense Type MyBy District MyBy Status BL License Expirations MyBy Type MLBy License Classification MyBy License District Professional License Renewed MyBy License Status MrBy Classification MyBy License Type MyBy District MyBy Status BL License Issued MyBy Type My License Classification MyBy License District Tax Remittance MyBy License Status Account Balance Account TOP Payer By District MyBy License Type Account TOP Payer Sorting BL Licenses Not Renewed Account Unreported Coupon Ml-By Application Date By Classification Account with Due Partially Paid Invoices Pay History by Rem# MyBy Application Date By District Cashiering MyBy Application Date By Status Invoice MyBy Application Date By Type Receipt Daily Transaction Report BL Licenses Not Renewed Escrow Account Balances 2 My Expiration Date By Class MyBy Expiration Date By District MyBy Expiration Date By Status MyBy Expiration Date By Type MyBL Licenses Not Renewed I]LBy Issued Date By Classification MyBy Issued Date By District MyBy Issued Date By Status PAGE 127 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION Open Invoices(By Module) Payments By GL Report With Dates Payments By GL Report Payments By Module(By Fee) Report Payments By Module Report Payments By User Report Transactions By Module Report Transactions By User Report Aging AR Report By Module Aging AR Report By User Fee Setup Report All Modules PAGE 128 OF 129 STATEMENT OF WORK ERP SYSTEM IMPLEMENTATION PAGE 129 OF 129 DATE(MM/DDNYYY) A�a CERTIFICATE OF LIABILITY INSURANCE 10/14/2014 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(ies) 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). PRODUCER 1-617-723-7775 CONTACT Seamus King g Hays Companies of New England PHONE 6177785069 FAX 617.723.5155 A/C No Ex . . A/C No 133 Federal Street E-MAIL DESS: sking@hayscompanies.com 2nd Floor PRODUCER TYLER-2 Boston, MA 02110 CUSTOMER Thomas Honan INSURERS AFFORDING COVERAGE NAIC# INSURED INSURERA: ATLANTIC SPECIALTY INS CO 27154 Tyler Technologies, Inc. INSURER B: ILLINOIS NATL INS CO 23817 5101 Tennyson Parkway INSURER C: Plano, TX 75024 INSURER D: INSURER E: INSURER F: COVERAGES CERTIFICATE NUMBER: 41827461 REVISION 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. INSR POLICY EXP LTR TYPE OF INSURANCE INSR SUER POLICY NUMBER MM DDY EFF MMI D/YYYY LIMITS • GENERAL LIABILITY 711013784-0001 03/01/1 03/01/15 EACH OCCURRENCE $ 1,000,000 DAMAGE TO RENTED X COMMERCIAL GENERAL LIABILITY PREMISES Ea occurrence $ 1,000,000 CLAIMS-MADE Fi-I OCCUR MED EXP(Any one person) $ 10,000 PERSONAL&ADV INJURY $ 1,000,000 GENERAL AGGREGATE $ 2,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS-COMP/OP AGG $ 2,000,000 POLICY PRO X LOC $ • AUTOMOBILE LIABILITY 711013784-0001 03/01/1 03/01/15 COMBINED SINGLE LIMIT $ 1,000,000 (Ea accident) X ANY AUTO BODILY INJURY(Per person) $ ALL OWNED AUTOS BODILY INJURY(Per accident) $ SCHEDULED AUTOS PROPERTY DAMAGE XHIRED AUTOS I l `� (Per accident) $ NON-OWNED AUTOS (O` $ X COMP/LOLL DED. $500 $ A X UMBRELLA LIAB X OCCUR 711013784-0001 03/01/1 03/01/15 EACH OCCURRENCE $ 15,000,000 EXCESS LIAB CLAIMS-MADE AGGREGATE $ 15,000,000 DEDUCTIBLE $ RETENTION $ $ A WORKERS COMPENSATION 406040422-0001 03/01/1 03/01/15 X WCSTATU- OTH- AND EMPLOYERS'LIABILITY ANY PROPRIETOR/PARTNER/EXECUTIVE Y❑ E.L.EACH ACCIDENT $ 1,000,000 OFFICER/MEMBER EXCLUDED? N NIA (Mandatory in NH) E.L.DISEASE-EA EMPLOYEE $ 1,000,000 If yes,describe under 1,000,000 DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ B PROFESSIONAL LIABILITY 01-593-30-05 11/17/1 11/17/14 AGGREGATE 10,000,000 B PROFESSIONAL LIABILITY 01-593-30-05 11/17/1 11/17/14 OCCIIRENCE 10,000,000 DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES (Attach ACORD 101,Additional Remarks Schedule,if more space is required) Certificate holder is Additional Insured under the General Liability policy where required by written contract. CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE City of Miami Beach THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN Procurement Department ACCORDANCE WITH THE POLICY PROVISIONS. 1700 Convention Center Drive AUTHORIZED REPRESENTATIVE Miami Beach, FL 33139 USA MCrosby ©1988-2009 ACORD CORPORATION. All rights reserved. ACORD 25(2009/09) The ACORD name and logo are registered marks of ACORD 41827461 y1eK 1.4 If,as a result of an infringement or misappropriation claim,your use of the Tyler Software is enjoined by a court of competent jurisdiction, in addition to paying any adverse final judgment(or settlement to which we consent),we will, at our option, either: (a) procure the right to continue its use; (b) modify it to make it non-infringing; (c) replace it with a functional equivalent;or(d) terminate your license and refund the license fees paid for the infringing Tyler Software. This section provides your exclusive remedy for third party copyright, patent,or trademark infringement and trade secret misappropriation claims. 2. Property Damage and Personal Injury Indemnification. 2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and against any and all direct claims, losses, liabilities, damages, costs,and expenses (including .reasonable attorney's fees and costs)for personal injury or property damage to the extent caused by our negligence or willful misconduct. 2.2 To the extent permitted by applicable law,you will indemnify and hold harmless us and our agents, officials,and employees from and against any and all direct claims, losses, liabilities, damages,costs,and expenses (including reasonable attorney's fees and costs)for personal injury or property damage to the extent caused by your negligence or willful misconduct. 3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,WE HEREBY DISCLAIM ALL OTHER WARRANTIES AND CONDITIONS,WHETHER EXPRESS, IMPLIED,OR STATUTORY, INCLUDING, BUT NOT LIMITED TO,ANY IMPLIED WARRANTIES,DUTIES,OR CONDITIONS OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. 4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT, OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT,WHETHER BASED ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY,SHALL BE LIMITED TO THE LESSER OF(A)YOUR ACTUAL DIRECT DAMAGES OR(B)THE AMOUNTS PAID BY YOU UNDER THIS AGREEMENT. THE PRICES SET FORTH IN THIS AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO SECTIONS H(1)AND H(2). S. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE,INDIRECT,OR CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 6. Insurance. During the course of performing services under this Agreement,we agree to maintain the following levels of insurance: (a) Commercial General Liability of at least$1,000,000; (b)Automobile Liability of at least$1,000,000; (c) Professional Liability of at least $1,000,000; and (d)Workers Compensation complying with applicable statutory requirements. We will add you as an additional insured and provide you with copies of certificates of insurance upon written request. SECTION I—GENERAL TERMS AND CONDITIONS 1. Additional Products and Services. You may purchase additional products and services at the rates set forth in the Investment Summary for twelve (12) months from the Effective Date, and thereafter at our then-current list price,by executing a mutually agreed addendum. The terms of this Agreement will control any such additional purchase(s), unless otherwise specifically provided in the addendum.