HomeMy WebLinkAbout328661 THIRD AMENDMENT TO AGREEMENT 12-540
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3 This THIRD AMENDMENT to AGREEMENT (hereinafter "THIRD AMENDMEN T") is made
4 and entered into this_ day of ____ 2018, by and between the COUNTY OF FRESNO, a political
5 subdivision of the State of California, hereinafter referred to as "COUNTY", and MOTOROLA SOLUTIONS,
6 INC., whose principal address is 7237 Church Ranch Boulevard, Suite 406, Westminster, CO 80021,
7 hereinafter referred to as "CONTRACTOR" or "MOTOROLA".
8 WI T N E S S ET H:
9 Whereas, COUNTY and CONTRACTOR entered into Agreement Number 12-540 effective
10 October 1, 2011 (hereinafter, the "Agreement") whereby CONTRACTOR agreed to provide hardware and
11 software upgrades to COUNTY's Public Safety Information System ("PSIS") equipment, as well as
12 maintenance and support for PSIS; and
13 Whereas, COUNTY and CONTRACTOR amended Agreement Number 12-540 with the
14 FIRST AMENDMENT on April 22, 2014 after replacing an existing server with an upgraded server and
15 increasing maintenance and support costs necessitated by installation of new server; and
16 Whereas, COUNTY and CONTRACTOR amended Agreement Number 12-540 with the
17 SECOND AMENDMENT on December 6, 2016 extending the term for the maintenance and software
18 support of Public Safety Information System equipment; and
19 Whereas, COUNTY and CONTRACTOR now desire to amend the Agreement to extend
20 term and provide for maintenance and support costs of the current system.
21 Now, therefore, in consideration of their mutual promises, the parties hereto agree to amend
22 the Agreement as amended as follows:
23 1.Exhibits A-2, B-2, C-2, D-2, E-2 to the existing Agreement as amended are
24 replaced, respectively, with Exhibits A-3, 8-3, C-3, D-3, E-3, which are contained
25 in Attachment 1 hereto and incorporated herein by reference.
26 2."Section 1 EXHIBITS" on Page One (1) of the Agreement, is deleted in its
27 entirety and replaced with the following:
28 'The Exhibits listed below are incorporated into and made part of this
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Agreement No. 12-540-3
10th July
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Agreement. In interpreting this Agreement and resolving any ambiguities, the
main body of this Agreement will take precedence over the Exhibits and any
inconsistency between the Exhibits will be resolved in the order in which they are
listed below.
Exhibit A-3 Covered Products, Support Options and Pricing
Exhibit B-3 Customer Support Plan
Exhibit C-3 Labor Rates
Exhibit D-3 Self-Dealing Transaction Disclosure Form
Exhibit E-3 Memorandum of Insurance"
3.Attachment 1, Page 1, which is dated June 13, 2018, conta ins language
purporting to amend language in the Agreement, in the paragraph entitled "5.1 ".
The language contained within this THIRD AMENDMENT supersedes that
language and instead the language in paragraph 5.1 of the Agreement as
amended, on Pages Eight (8) through Nine (9) is deleted and replaced with the
following:
"Prices in United States dollars are shown in the Covered Products, Support
Options and Pricing Exhibit. The term prices shown in the Covered Products,
Support Options and Pricing Exhibit will be invoiced annually in advance of the
period of service. Customer affirms that a purchase order or notice to proceed is
not required for the duration of this services contract. Subject to the second and
third sentences of Section 3.2 of this Agreement, and Section 7 of this
Agreement, Customer will appropriate funds each year through the contract end
date. At the time of execution of this Agreement, the Customer will provide all
necessary reference information to include on invoices for payment in
accordance with this Agreement. Motorola will provide to Customer an invoice,
and Customer will make payments to Motorola within forty-five (45) days after
the date of each invoice. Payments when due, will be in the form of a check,
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cashier's check, or wire transfer drawn on a United States financial institution.
Motorola's annual maintenance and support pricing for Motorola products
increases each year 5% over the previous term's pricing. Third-party products
will increase annually based on a current vendor supplied maintenance and
support quote. This section is subject to Sections 3.2 and 7."
4. Section 3.2 on page 3 of the Agreement as amended is deleted in its entirety
7 and replaced with the following:
8 'The Term of this Agreement begins October 1, 2011 (the Start Date) and ends
9 August 31, 2023. This Agreement may be terminated for any reason, or no
10 reason at all, by either party providing written notice of termination to the other not
11 less than thirty (30) days before each annual anniversary of the Start Date.
12 Otherwise, this Agreement may only be terminated as set forth in Section 7
13 herein below."
14 5. Section 5.5 on page 7 of the existing Agreement as amended is deleted in its
15 entirety and replaced with the following:
16 "In no event shall goods, services, maintenance or support provided under this
17 Agreement be in excess of $6,649,932 for the multi-year term of this
18 Agreement unless amended and approved by the County of Fresno Board of
19 Supervisors."
20 6.Section 6 "LIMITATION OF LIABILITY", Subsection 1, which consists of one
21 indented paragraph on Page Seven (7) of the Agreement as amended (the
22 second to last paragraph on Page Seven (7)), is deleted and replaced with the
23 following:
24 "During the term of this Agreement, Motorola will maintain insurance
25 consistent with the attached Memorandum of Insurance (Attached
26 Memorandum of Insurance Exhibit E-3). Promptly after this Agreement is
27 executed or amended, or within thirty (30) days of any request made by
28 Customer, Motorola will provide to Customer an Accord Form Certificate of
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1 Insurance consistent with the coverage types and limits shown in the
2 Memorandum of Insurance; the County of Fresno will be listed as the
3 certificate holder."
4 7.The Reference to "Exhibit F" in "Section 11. "SELF-DEALING
5 TRANSACTIONS" of the Agreement as amended is deleted and replaced with
6 "Exhibit D-3".
7 This THIRD AMENDMENT will be effective as of September 1, 2018. COUNTY and
8 CONTRACTOR agree this THIRD AMENDMENT is sufficient to amend the Agreement as amended, and
9 that upon execution of this THIRD AMENDMENT, the Agreement as amended, and this THIRD
10 AMENDMENT, shall together be considered the Agreement.
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--4--
1 IN WITNESS WHEREOF, the parties hereto have executed this THIRD
2 AMENDMENT as of the day and year first hereinabove written .
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5 (Authorized Signature)
51 Chris Carroll , MSSSI VP & Director of Sales
7 Print Name & Title
8 7237 Church Ranch Blvd , Suite 206
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Westmi nster, CO 80021
Mailing Address
17 FOR ACCOUNTING USE ONLY:
18 ORG No.:3111
Account No.:7205
19 Requ isition No .:
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COUNTY OF FRESNO
s
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ATTEST:
hairperson of the Board
of the County of Fresno
Bernice E. Seidel
C lerk of the Board of Supervisors
County of Fresno, State of California
.. 5-
•MOTOROLA SOLUTJONS
June 13, 2018
Mr. Josh Mikow
County of Fresno on behalf of
Fresno County Sheriff's Office
2200 Fresno Street
Fresno, CA 93721
RE:
Dear Mr. Mikow:
Extension to Maintenance and Support Agreement: 361
Product: Offendertrak™
By means of this letter, Motorola Solutions, Inc. hereby extends Fresno County Sheriffs Office
maintenance and support agreement as referenced above. Enclosed is one (1) copy of the updated
Exhibits for the period September 1, 2018 through August 31, 2023 as follow:
•Exhibit A-3 Covered Products, Support Options and Pricing .......... , ............... Pages 1-3
•Exhibit B-3 Customer Support Plan .......................................................... Pages 4-20
•Exhibit C-3 Labor Rates ......................................................................... Pages 21-22
•Exhibit D-3 Self-Dealing Transaction Disclosure Form .................................. Pages 23-24
•Exhibit E-3 Memorandum of Insurance ...................................................... Page 25
The following paragraph is being amended into your existing agreement effective September 1, 2018:
5.1 Prices in United States dollars are shown in the Covered Products, Support Options and Pricing
Exhibit. The term prices shown in the Covered Products, Support Options and Pricing Exhibit will be
invoiced annually in advance of the period of service. Customer affirms that a purchase order or notice to
proceed is not required for the duration of this services contract and will appro priate funds each year
through the contract end date. At the time of execution of this Agreement, the Customer will provide all
necessary reference information to include on invoices for payment in accordance with this Agreement.
Motorola will provide to Customer an invoice, and Customer will make payments to Motorola within forty
five (45) days after the date of each invoice. Payments when due, will be in the form of a check, cashier's
check, or wire transfer drawn on a United States financial instituti on. Motorola's annual maintenance and
support pricing for Motorola products increases each year 5% over the previous term's pricing. Third-party
products will increase annually based on a current vendor supplied maintenance and support quote. This
section is subject to Sections 3.2 and 7.
Please indicate acceptance of this extension by signing the acceptance block below and returning one
copy to Ron Harman's attention by e-mailing it to ron.harman@motor olasolutions.com on or before
September 1, 2018. Failure to return this fully executed letter on or before September 1, 2018 will result
in a lapse in maintenance, which will be subject to a 10% recertification and reimplementation fee.
If you have any questions or need further clarification, please contact Ron Harman directly at (916) 605-
9544 or by e-mailing ron.harman@motorolasolut ions.com.
Sincerely,
Chr{4t'vt'te/ LCJ.:Y
Christine Lay
Contracts Manager
Motorola Solutions, Inc.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
7237 Church Ranch Blvd, Suite 406, Westminster, CO 80021 Version 11-30-15
• MO-r0ROLA SOLUTIONS
RE :
Accepted by :
Extension to Maintenance and Support Agreement; 361
Product: Offendertrak™
MOTOROLA SOLUTIONS, INC.
By:£~
COUNTY OF FRESNO ON BEHALF OF FRESNO
COUNTY SHERIFF'S OFFICE
Name: Chris Carroll
By ~ ~•~
Name : ~Q~; ~
Title : MSSSI Vice President & Director, Sales Title: Chairperson. Board of Supervisor
Date: June 13. 2018 Date: __ J;;_;u--"ly'--10;..;.,..,;;;;2....;_0_18.;.__ _______ _
ATTEST:
BERNICE E. SEIDEL
C lerk of the Board o f S upervisors
County of Fres no, State of California
By Su~ &£b~
Deputy
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit t o the Maintenance and Support Agreement
Page 2
Version 11 -30-15
•MOTOROLA SOLUTIONS
Exhibit A-3
COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING
MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/20 23 15 vears\
County of Fresno on behalf of
CUSTOMER AGENCY Fresno County Sheriff's Office BILLING AGENCY County of Fresno
Address 2220 Fresno Street Address P.O. Box 1788
Citv, State, Zip Fresno, CA 93721 Citv, State, Zip Fresno, CA 93717
Contact Name Josh Mikow Contact Name Accounts Payable
Contact Title Contact Title
Telephone Number 7559) 600-81 21 Te leohone Number
Email Address Josh. Mikow@fresnosheriff.org Email Address
For support and updates on products below, please contact Motorola's Public Safety
Application's Customer Support: (800) 323-9949 Option 2, Option 6, then select the corresponding
prompt by product
Standard Services Include: Customer Support Plan
OFF
Virtual Private Network VPN Tool, if applicable On-site Support (when applicable) Software Releases, as defined Case Management 24X7Technical Support 9x5 Third-party Vendor Coordination Access to Users Group Site
MOTOROLA SUPPORTED PRODUCTS
Product
Offender trak TM
Description
Offendertrak Server Module License
Offendertrak Per Bed License
Lineuo/Muabook Module
Bar Code Module
Positive ID (1:1) Module
Ca nteen Interface
VINE Interface
Coaent Interface (Livescan)
Technical
Service
Level Qty
1
3225
1
24x7 1
1
1
1
1
MOTOROLA SUPPORTED PRODUCTS TOTAL
Product
Offendertrak TM
Description
Offender trak Server Module License
Offender trak Per Bed License
Lineuo/Muabook Module
Bar Code Module
Positive ID /1:1) Module
Ca nteen Interface
VINE Interface
Coaent Interface /Livescan)
Technical
Service
Level Qty
1
3225
1
24x7 1
1
1
1
1
MOTOROLA SUPPORTED PRODUCTS TOT AL
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
7237 Church Ranch Blvd, Suite 406, Westminster, CO 80021 Page 1
Term Fees Term Fees
9/1/18-8/31/19 9/1/19-8/31/20
$164,228.00 $172,439.00
$164.228.00 $172,439.00
Term Fees Term Fees
9/1/20-8/31/21 9/1/21-8/31/22
$181,061.00 $190,114.00
$181,061.00 $190,114.00
Version 11-30-15
•MOT'OROLA SOLUTIONS
Exhibit A-3 Continued
COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING
MAINTENANCE AND SUPPORT AGREEMENT ID TERM: 9/1/2018-8/31/2023 (5 years)
Product
Offendertra k ™
Vendor
Oracle Corp.
Vendor
Oracle Corp.
Vendor
Oracle Corp.
MOTOROLA SUPPORTED PRODUCTS
Technical
Description Service Level Qty
Offendertrak Server Module License 1
Offendertrak Per Bed License 3225
Lineuc/Muabook Module 1
Bar Code Module 24x7 1
Positive ID (1:1) Module 1
Canteen Interface 1
VINE Interface 1
Coaent Interface (Livescan) 1
MOTOROLA SUPPORTED PRODUCTS TOTAL
-I •... •
Description / Exhibit
Reference
Oracle Database Standard Edition -
Processor Perpetual for Offendertrak
--.-.
Vendor
Service
Level
Term Fees
9/1 /18-8/31 /19
$3,478.00
THIRD-PARTY VENDOR SUPPORTED PRODUCTS $3,478.00
Description / Exhibit
Reference -Oracle Database Standard Edition -
Processor Perpetual for Offendertrak
Vendor
Service
Level
Term Fees
9/1/20-8/31/21
$3,478.00
THIRD-PARTY VENDOR SUPPORTED PRODUCTS $3,478.00
Description/ Exhibit Reference
Oracle Database Standard Edition -Processor
Perpetual for Offendertrak
Vendor
Service
Level
24x7 2
THIRD-PARTY VENDOR SUPPORTED PRODUCTS
Term Fees
9/1/22-8/31/23
$199,620.00
$199,620.00
Term Fees
9/1 /1 9-8/31 /20
$3,478.00
$3,478.00
Term Fees
9/1/21-8/31/22
·. • ; I I
$3,478.00
Term Fees
9/1/22-8/31/23
·• • : I I
$3,478.00
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 2
•MOTOROLA SOLUTIONS
Exhibit A-3 Continued
COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING
MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years)
Optional Services Available:
24X7 Technical Support
Professional Services Upgrades*
Hardware Refresh*
Users Conference Advance Purchase**
On-site Support Dedicated Resource
*Reauire Multi-year Aareement
Professional Services Training
USERS CONFERENCE ADVANCE PURCHASE OPTION
Attendees
Users Conference Attendance Year 2020-2023 (NONE) Standard Attendance 1
Registration Only
Standard Attendance Fees Includes the following: •Registration fee•Round trip travel for event (booked by Motorola)•Hotel accommodations (booked by Customer Agency per Motorola website instructions)•Ground Transportation (booked by Motorola)•Daily meal allowance2
Qty Fees
0 $0.00
0 $0.00
1 Standard Attendance includes above accommodations for the regular conference days. Any offer for pre-training outside of thestandard conference days is not included in this offer. Customers who wish to attend pre-conference training may do so at their own lodging and food expense. Adjustment to travel dates and times to attend pre-conference training is allowed 2 Daily meal allowance is determined by Motorola based on published guidelines. In no event will the amount provided exceed attendee's applicable Agency rules regarding meal expenses, provided the attendee or his/her agency notifies Motorola in advance
of the conference of any restrictions, prohibitions or limitations that apply.
SUPPORT FEES SUMMARY
Product Service Level
Offendertrak ™
Customer Satisfa cti on Discount
SUBTOTAL MOTOROLA SUPPORT
Oracle Corp. -Oracle Software 24x7
SUBTOTAL THIRD PARTY SUPPORT
Product
Offendertrak TM
GRAND TOTAL
Service Level
Customer Satisfaction Discount
SUBTOTAL MOTOROLA SUPPORT
Oracle Corp. -Oracle Software 24x7
SUBTOTAL THIRD PARTY SUPPORT
GRAND TOTAL
Term Fees
9/1/18-8/31/19
$164,228.00
$3,285.00)
$7,820.00
$153, 123.00
$3,478.00
$3,478.00
$156,601.00
Term Fees
9/1/21-8/31/22
$190,114.00
$3,802.00)
($33,706.00
$152,606.00
$3,478.00
$3,478.00
$156,084.00
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page3
Term Fees
9/1/19-8/31/20
$172,439.00
$3,449.00
$16,031.00
$152,959.00
$3,478.00
$3,478.00
$156,437.00
Term Fees
9/1/20-8/31/21
$181,061.00
$3,621.00
$24,653.00)
$152,787.00
$3,478.00
$3,478.00
$156,265.00
Term Fees 5-Year Term Fees
9/1/22-8/31/23 9/1/18-8/31/23
$199,62 0.00 $907,462.00
($3,992.00) ($18,149 .00 )
($43,212.00) $125,422.00)
$152,416.00 $763,891.00
$3,478.00 $17,390.00
$3,478.00 $17,390.00
$155,894.00 $781,281.00
Version 11-30-15
•MOTOROLA SOLUTIONS
Exhibit B-3
CUSTOMER SUPPORT PLAN
MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years)
CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office
Introduction
Welcome to Motorola Customer Support. We appreciate your business and look forward to serving your
needs on your Public Safety Applications (PSA) system.
The Customer Support Plan is designed to provide Motorola customers the details necessary for
understanding Motorola overall support processes and policies as a compliment to the Motorola
Maintenance and Support Agreement.
The Motorola Maintenance and Support Agreement is the legal and binding contractual terms for which
services are provided under. Questions or concerns regarding your support plan can be directed to your
Support Manager.
Below are the topics outlined in this Customer Support Plan:
I.Service Offerings
II.Accessing Customer Support
Ill. Severity Levels and Case Management
IV.Responsibilities
V.Customer Call Flow
VI.Contacts
I.Service Offerings
Motorola Customer Support organization includes a staff of Support Analysts who are managed by
Motorola Customer Support Managers and are chartered with the direct front-line support of Motorola
Customers. A Support Analyst is a system technologist responsible for providing direct or escalation
support. A Support Analyst is sometimes referred to as a Customer Support Analyst ("CSA") or Technical
Support Analyst ("TSA") or Technical Support Representative.
Motorola Support Organization offers a multi-layered approach to a total service solution. Levels of
support are defined as follows:
Service Levels r-:----:---:-:------,--,--....,..,---,---,----:----,----------, Logging, dispatching and tracking service requests
Selected 1 s call support, triage and resolution
Telephone and/or on-site support for normal technical requirements
High-level technical support prior to Engineering escalation
Engineering software code fixes and changes
Motorola provides to customers on an active Maintenance and Support Agreement defined services and
Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in
Section 3 of the main body of the Maintenance and Support Agreement.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page4
Version 11-30-15
•MOTOROLA SOLUTIONS
II.Accessing Customer Support
The Motorola Solutions System Support Center Operations
Motorola Public Safety Applications Technical Support personnel in cooperation with Motorola System
Support Center ("SSC") provide the gateway to technical support for all of Motorola Public Safety
Application systems. Accessing support through Motorola toll free 800 number, web ticketing or email
ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make
certain systems are restored and running at peak levels as quickly as possible. This is accomplished by
obtaining accurate customer and problem details and by directing requests to the right support team in a
timely manner.
The System Support Center offers total call management including: •Single point of contact for Motorola service requests•Logging, dispatching and tracking of service requests•System capabilities to identify pending cases and automatically escalate to management•Database and customer profile management•Standard reports with on-demand distribution
•Case notification
Motorola System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That means
you can call us anytime. Support Center personnel enter requests for service, technical assistance, or
telephone messages into a database system. Every time you call us, we log information about your
request into the tracking system so that the information is available for reference and analysis to better
serve your future service needs. Another benefit of logging every service request is that Motorola and
customers can track the progress from initial contact to final resolution.
There are three options for accessing Support at Motorola:
1.Motorola System Support Center Toll Free Number
2.eCase Management through Motorola Online
3.Email Case Ticketing
Option 1 -Call Motorola Solutions System Support Center
Call Motorola Solutions Toll free 800-323-9949
•Select from the auto attendant as follows:•Option 2 -Technical Support of Infrastructure Products•Then select Option 6 -Public Safety Applications•Next select the appropriate system type option
1.CAD
2.RMS, Records
3.Mobile Applications
4.Jail Management Systems
5.Law Records (LRMS)
6.Customer Service Request System (CSR)
0.All Other Applications
Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact
and your agency and product specific Site Identification Number. Providing a brief problem description
will assist in defining the severity level and determine proper case routing to the appropriate Motorola
Technical Support Team Member. A unique tracking number will be provided to your agency for future
reference.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 5
Version 11-30-15
•MO'rOROLA SOLUTIONS
Generally customers calling the toll-free 800 number will access Public Safety Applications technical
support directly. For heavy call times or after hours the caller will be directed to Motorola System Support
Call Center Operations. Once the logging process is complete customers are transferred directly to a
Technical Support Analyst 24/7/365.
Motorola Call Flow
An atAo notifieati on ts sent to
the-customer with the case
numberthatwas created.
R•sponse lo thes e cases Is wi1hin 2 hours.
A case Is
atAo 1ogoed
ilClalflt Yes
�
Yes
FoHow pn,w .. to create a PO
CAD. JAIL, MOBILE, LRMS, CSR
[:
so tho keyword list to
ermine cusiomer's case
seartj
Vos
Creal& at&th support case.
Pr<tlldttuslomar
their case runber
N Open and rater to Y es axilllir;i Case
Cr&a!e a t&ch
support case. Prov id& custom&r
their case number
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page6
Openardreferto
existing C ase
Use the key vord isl to
determine-t omer 's case sev rUy
Version 11-30-15
•MO'f'OROLA SOLUTIONS
Technical staff Call Flow
uto notification i s sen t to
customer with resolution information
Techrvcal Support
The Support
Analyst works the issue ma king updates to the Clarify case.
No
The Support Analyst works th e
Clarify case to resolution.
Support technician
closes the Clarify case
End cu stomer
process
Ye The Support Analyst logs the SR.
An Engineer works the SR and makes updates to the
Clarify case
The Engin eer works the SR to
resolution.
Support techn ician
closes the Clarify case after FR B and CrashTrack process.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 7
Version 11-30-15
•MOTOROLA SOLUTIONS
How to Obtain Technical Support for Products
Action / Response
Step 1. Call the Motorola Solutions System Support Center 1-800-323-9949
Step 2. Select option 2 (Technical Support)
Step 3. Select option 6 (Public Safety Applications)
Step 4. Select product specific option
Step 5. Provide Site Identification Number (See Covered Products Exhibit for your agency's
Site Identification Numbers)
Step 6. Provide Your Information
Step 7. Case Number Generated
Check Status
Case Assignment
Standard Response Time
Step 8. Notification of CASE All
Activity
Notification of CASE Open/Close
Activity
Caller Name
Contact Phone Number
Description of problem
Severity of system problem determined at time of call
Time available for call back
Email address
Caller will receive a Case number for tracking the service
request.
The caller may check the status of a Case at any time by
calling the System Support Center at 1-800-323-9949 and
following steps 2-4 above and providing the case number.
The Customer Support Representative will determine a
course of action and assign the Case to the appropriate
group.
RESPONSE See Section Ill for Severity Level definitions
Severity 1: 1 hour
Severity 2: 3 business hours
Severity 3: 6 business hours
Severity 4 : 2 business days
Case Notifications are available for up to 4 persons.
Notifications are sent via pager or email when any of the
following events occur on a Case: Open, Assigned, Site
Arrival, Deferred or Closure.
To request case notifications, please contact your Support
Manager.
Case Notifications are available for up to 4 persons.
Notifications are sent via pager or email when any of the
following events occur on a Case: Open or Closure.
To request case notifications, please contact your Support
Manager.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 8
•MOTOROLA SOLUTIONS
Option 2 -Submit a ticket via eCase Management from Motorola On-Line
Motorola Online eCase Management provides a fast, intuitive, and efficient interface for Technical Case
Management that allows customers to open, update, and view the status of their cases on the web.
Setting Up a Motorola Solutions Online Account
To set up a Motorola Solutions On-Line account, please visit
https://businessonline.motorolaso lutions.com and follow the directions on the link for "Sign Up Now.•
A User ID and Password are not required for setting up your account. After accessing the link
above , indicate in the "Additional Information" field you are a Public Safety customer seeking access
to eCase Management. Once you submit your request , you will receive a confirmation email
indicating receipt and including additional details about the Motorola Solutions Online account set up.
In app roximately 4-5 business days an additional email will be sent which includes details about your
Online account.
Accessing the Technical Case Management web site
Once you have set up your agency's Motorola On-Line Account, to access the site simply log onto
Motorola at businessonline .motorolasolutio ns.com with your user ID and password, click on the
Conta ct Us O Open Case, and select System Support Issue from the Issue Type drop-down.
Primary Features of Online Technical Case Management
Motorola customers have three main functions available through Motorola Online to manage their
cases:
A.Open new cases
B.Search for existing cases and view details of the existing case
C.Update existing cases by adding notes
A.Open a New Case
1.Log into Motorola Solutions Online
2.Click on the "Case Mgmt" 0 Open Case
Welcome i· .. c,;:·�rr� I Con taclLl1t H!lp Logout
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Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 9
Version 11-30-15
•MOT'OROLA SOLUTIONS
3.Select the Reason Code = System Support Issue (and the page will automatically reload)
--------- ------------------- --
1 Open Case
Welcome to the Open Request Screen. From here, you may open a request which will be tracked and routed to the proper Motorola
Employees.
To permanently change your email address or phone number, you must go to the Motorola Memllers hip Site
Contact Name: PSA Customer WeblD
Contact Phone: 8008140601
Contact Email: PT1728@MOTOROLASOLLJTIONS,COM
Reason: System Support Issue ...
Title:
System Support Please Specify Site:
Case Type: Please Specify ...
Seventy: Please Specify ...
System: Please Specify
Description:
4.Fill in the Case Title (description of request) and choose the applicable Site (which are
listed alphabetically)
5.Choose case type Technical Support, Severity Level and Public Safety Applications
System
6.Fill in a detailed description of your issue
7.Click "Create Case"
I ---------- -----OpenC-;s.; ----------
Welcome to the Open Request Screen. From here, you may open a request which will be tracked and routed to the proper Motorola
Employees.
To permanently change your email address or phone number. you must go to the Motorola Me mbership Site
Contact Name: PSA Customer Web lO
Contact Phone: 8008140601
Contact Email! PT1728@MOTOROLASOLUllONS.COM
Rea .son: System Support Issue
Tftle:
System Suppon Site:
case Type:
Please Specify
Please Specify
Severity: Please Specify •
System: Please Specify
Description:
Create Case
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 10
•MOTOROLA SOLUTIONS
8.eCase Management will give immediate confirmation of case number (new case numbers
are 8 digits long), Note: The confirmation screen includes "expand all" and "collapse all"
but tons for case notes.
B.Search for an Existing Case
1.Log into Motorola Online
2.Click on the "Case Mgmt" 0 Search Case
3.Enter the ex2ct case number or enter search criteria to find a range of tickets
4.Click "Got To" or "Search"
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Cue Number:
Go DirecUy to Case
(Please enter the exact case number.)
Op1nCtu
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Casa Numb er:
Tltle:
Type:
Condition:
0
All My Cases
Open �
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To
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Enter Search Criteria
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 11
.ml ►i¥fi3M
Version 11-30-15
•MOTOROLA SOLUTIONS
C.Update an Existing Case
1.You can also add notes after submitting your case, by clicking on the "Add Notes" button
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Motorola Solutions On-Line Support
1.Motorola does not recommend using this tool for opening Severity 1 or 2 cases. For any critical
issues, customers should contact the System Support Center by calling 800-323-9949 and following
the appropriate prompts.
2.The same guidelines would apply to updating cases with critical information. Any critical updates
should be reported directly to Support at 800-323-9949.
3.When updating case notes, please provide contact information, which includes phone number, email,
etc.
4.For questions on Motorola Online eCase Management or Support, please contact the Motorola
Online Helpdesk at 800-814-0601 .
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement
Page 12
Version 11-30-15
•Mcn-0ROLA SOLUTIONS
Requirements for effective usage:
Browser: Internet Explorer 5.0 or greater
Valid MOL user ID and Password
Motorola On-line Flow
eCase
Process
Is the
customer
entitled to
service?
Follow the
>-----N ---"� process to create
Yes
s the pro du
supported by
Boulder or Salt
Lake City?
Boulder
Assign the case to
the "PSA Boulder
Clarify Queue•
alt Lake City
a PO
Assis,, the Tech
Support case to
the "PSA Salt Lake
City" Clarify Queue
The case is
assigned to the
appropriate (1.Jeue
An auto notification is sen t to
the owners of the queue
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 13
•MOT'OROLA SOLUTIONS
Option 3 -Submit a ticket via Email Case Management
An alternative Customer Support tool is available for PSA customers. Along with the toll-free phone
number and Motorola Online, customers can request technical support by email. For many customers
who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating
cases.
To ensure proper case management and contractual response, email ticketing is only available for
severity levels three and four. In order to properly process a ticket via email, the message must be
formatted exactly as described below:
1.Address your email to PSACASE@motorolasolutions .com
2.Type PSA Service Request and a brief description of the system issue in the Subject line of the
e-mail message. This will become the case title
3.Type Site ID = followed by the site identification number of the system location
4.Type Product Type= followed by the product family type. Choose from the following list:
•CAD (OR FRIENDS OF CAD, such as AWW, ATM, AVL and UDT)
•CSR (CUSTOMER SERVICE REQUEST)
•INFOTRAK, LRMS
•JAIL MANAGEMENT (OFFENDERTRAK)
•MOBILE APPLICATIONS (PMDC, AIRMOBILE, TXMESSENGER)•NETRMS
5.Type Contact First Name = followed by your first name or the name of the person you would like
support personnel to contact
6.Type Contact Last Name = followed by your last name or the name of the person you would like
support personnel to contact.
7.Type Phone Number = followed by the area code and phone number where the contact person
may be reached
8.Type Severity Level = followed by either severity level 3 or 4. All severity level one or two cases
must be opened via the toll-free PSA customer support number
9.Type Problem Description = followed by a comprehensive description of the problem
10.Send the message to us. You will receive an email with your case number for future reference.
If an email response is not received, or if you need to open a severity level one or two case, please
contact the PSA Customer Support at 1 800-323-9949 for further assistance.
SAMPLE Email Ticket Formatting:
�-�--
---------------
� :'= =======================================================:-=-::============�·� :==-=================-=-=--=--=--=--=-=-=-=-=-=-=-=-=-=-=-=-=-=-=================:::; Subject: �rvice Request NetRMS Reports Not Functioning
Site ID number: PSA1234_(NetRMS_) (Clarify site identification number)
Product type: NetRMS (Specific product such as LRMS, NetRMS, PremierMDC, etc.)
Contact first name: John
Contact last name: Doe
Phone number: 303-123-4567
Severity level: Level 3 {Email ticketing is available for severity levels there and four only)
Problem description: NetRMS does not allow for the creation of manual-case reports
which is affecting the generation of daily reports (Include a comprehensive description of the
problem)
..
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applicatlons
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 14
•MOTOROLA SOLUTIONS
Ill. Severity Levels and Case Management
Motorola services and response times are based on the severity levels of the error a customer is
experiencing as defined below. This method of response allows Motorola to prioritize its resources for
availability on our customer's more severe service needs. Severity level response time defines the
actions that will be taken by Motorola Support and Engineering teams. Due to the urgency involved in
some service cases, Motorola will make every reasonable effort to provide a temporary or work around
solution (On Demand). When a permanent solution is developed and certified through testing, it will be
incorporated into the applicable On Demand, Cumulative Update, Supplemental, or Standard Release.
SEVERITY DEFINITION RESPONSE TIME
LEVEL
Total System Failure -occurs when the System is not functioning
and there is no workaround; such as a Central Server is down or Telephone conference 1 when the workflow of an entire agency is not functioning. This level within 1 Hour of initial is meant to represent a major issue that results in an unusable voice notification System, Subsystem, Product, or critical features. No work around
or immediate solution is available.
Critical Failure -Critical process failure occurs when a crucial
element in the System that does not prohibit continuance of basic Telephone conference
operations is not functioning and there is usually no suitable work-within 3 Busines s Hours
around. Note that this may not be applicable to intermittent of initial voice notification
problems. This level is meant to represent a moderate issue that during normal business
limits a Customer's normal use of the System, Subsystem, Product hours
or major non-critical features.
Non-Critical Failure -Non-Critical part or component failure occurs Telephone conference when a System component is not functioning, but the System is still within 6 Business Hours useable for its intended purpose, or there is a reasonable of initial notification workaround. This level is meant to represent a minor issue that during normal business does not preclude use of the System, Subsystem, Product, or hours critical features.
Inconvenience -An inconvenience occurs when System causes a Telephone conference minor disruption in the way tasks are performed but does not stop within 2 Standar d 4 workflow. This level is meant to represent very minor issues, such Business Days of initial as cosmetic issues, documentation errors, general usage questions, notification and product or System Update requests.
Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated
or determined at the time the case is Jogged. When escalation is required, Motorola adheres to strict
policy dictated by the level of problem severity.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Page 15
Version 11-30-15
•MOTOROLA SOLUTIONS
Severity Level One Escalation
Once an issue is escalated to Engineering, the following table is used as an Engineering resolution
guideline for standard product problems.
CRITICAL
0 Hours
2 Hours
4 Hours
8 Hours
12 Hours
Escalation Policy-Severity Level 1
ACTION RESPONSIBILITY
Initial service request is placed. Support Analyst begins working S rt A I t on problem and verifies I determines severity level. uppo na ys
If a resolution is not identified within this timefrarne, SA
escalates to the Customer Support Manager who assigns Support Analyst
additional resources. Email notification to Director of Customer Support Manager
Support and Director of System Integration.
If a resolution is not identified within this timeframe, Customer
Support Manager escalates to the Director of Customer Support Support Manager
and Director of System Integration to assign additional Director of Customer Support
resources. Email notification to Vice President of System Director of Systems Integration
Integration and Vice President Customer Support.
Support Manager
If a resolution is not identified within this timeframe, Director of Director of Customer Support
Customer Support escalates to Vice President of System Director of Systems Integration
Integration, Vice President of Support, and Account Team. VP of System Integration
VP of Customer Support
If a resolution is not identified within this timeframe, Director of Senior Management
Customer Support escalates to Vice President of System Support
Integration, Vice President of Support, and Account Team, Operations
Senior Vice President of Operations, System Integration, Systems Integration
Customer Support and Engineering. Engineering
All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola
technical support representative, to include notification to Motorola management 24x7. All other severity
level problems logged after business hours will be dispatched the next business morning.
3.1 Reporting a Problem. Customer will assign an initial Severity Level for each error reported, either
verbally or in writing, based upon the definitions listed above. Because of the urgency involved,
Severity Level 1 or 2 problems must be reported verbally to the Motorola call incoming center.
Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of
any Customer-reported problem.
3.2 Motorola will use best efforts to provide Customer with a resolution for Severity 1 and Severity 2
issues within a reasonable time and in accordance with the assigned Severity Level when Customer
allows timely access to the System and Motorola diagnostics indicate that a Residual Error is
present in the Software. Should Customer report an error that Motorola cannot reproduce, Motorola
may enable a detailed error capture/logging process to monitor the System. If Motorola is unable to
correct the reported Residual Error within a reasonable time, Motorola will escalate its procedure
and assign such personnel or designee to correct such Residual Error promptly. Should Motorola, in
its sole discretion, determine that such Residual Error is not present in its Release, Motorola will
verify: (a) the Software operates in conformity to the System Specifications, (b) the Software is
being used in a manner for which it was intended or designed, and (c) the Software is used only with
approved hardware or software.
3.3 Error Correction Status Report. Motorola will provide verbal status reports on Severity Level 1
and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to
System Administrator on a monthly basis.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 16
Version 11-30-15
•MOTOROLA SOLUTIONS
IV.Key Responsibilities
4.1 Motorola Responsibilities
4.1.1 Support on Motorola Software. Motorola will provide any required software fixes in the
form of either a "patch" or in an On Demand, Cumulative Update, Suppleme ntal or
Standard Release.
4.1.2 Motorola Response. Motorola will provide telephone and on-site response to Central Site,
defined as the Customer's primary data ·processing facility, and Remote Site, defined as
any site outside the Central Site, as shown in the Covered Products, Support Options and
Pricing Exhibit.
4.1.3 Remote Installation. At Customer's request, Motorola will provide remote installation
advice or assistance for Updates.
4.1.4 Software Release Compatibility. At Customer's request, Motorola will provide: (a)
current list of compatible hardware operating system releases, if applicable; and (b) a list of
Motorola Software Cumulative Updates, Supplemental, or Standard Releases.
4.1.5 Customer Notifications. Motorola will provide access to (a) Field Changes; (b) Customer
Alert Bulletins; and (c) Hardware and Firmware Updates, as released and if applicable.
4.1.6 On-Site Software Correction. Unless otherwise stated herein, all suspected Residual
Errors will be investigated and corrected from Motorola facilities. Motorola will decide
whether on-site correction of any Residual Error is required and will take appropriate action.
4.1.7 On-site Product Technical Support Services. Motorola will ·furnish labor and parts
required due to normal wear to restore the Equipment to good operating condition.
Customer will provide on-site hardware service or is responsible for purchasing on-going
maintenance for Third Party on-site hardware support.
4.1.8 Principal Period of Maintenance. At Customer's request, Motorola will provide continuous
effort to repair a reported problem beyond the PPM per the customer selected service level,
provided Customer gives Motorola access to the Equipment before the end of the PPM,
Motorola will extend a two (2) hour grace period beyond PPM at no charge. Following this
grace period, any additional support will be invoiced on a time and material basis at
Motorola then current rates for Professional Services.
4.1.9 Compliance to Local, County, State and/or Federal Mandated Changes. (Applies to
Software and interfaces to those Products) Unless otherwise stated herein, compliance to
local, county, state and/or federally mandated changes, including but not limited to IBR,
UCR, NCIC and state interfaces are not part of the covered Services and will be quoted at
the time of the request. Federal and State mandated changes for IBR and UCR are
included in Motorola's standard maintenance offering.
4.1.10 Anti-virus Software. At Customer's request, Motorola will make every reasonable effort
to test and verify specific anti-virus, anti-worm, or anti-hacker patches against a replication
of Customer's application. Motorola will respond to any reported problem as an escalated
support call.
4.1.11 Account Reviews. Upon request, Motorola will provide annual account reviews to include
(a)service history of site; (b) downtime analysis; and (c) service trend analysis.
4.1.12 Reports. Service history reports and notifications are available from the Motorola call
tracking system. If you are interested in obtaining access to service history reports and
ticketing notifications, inquire with your Technical Support Representative.
4.1.13 Maintenance Contract Administration. Motorola's Maintenance Contracts Business
manages the maintenance agreement following the warranty term that may be included in
the purchase of a Motorola system.
Approximately four months prior to the expiration of the warranty period, a Motorola
Customer Support Manager will contact you to discuss the options available for your
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 17
Version 11-30-15
•MOTOROLA SOLUTIONS
4.2
specific site. The terms of the agreement can be customized to your agency's budgetary
requirements and cycle. Motorola offers various levels of support to meet an agency's
requirements, for example:
•Telephone, VPN support for software fixes
•Varying hours of coverage
•Third party vendor services•On-site services
•Users Conference
•Professional Services
Customer Responsibilities
4.2.1 Initiate Service Request Cases. Contact Motorola through authorized tools and
processes outlined in the Motorola Maintenance and Support Agreement Customer
Support Plan Exhibit to initiate technical support request case.
4.2.2 Assess Severity Level. Assist in assessing the correct severity level per the severity
level definitions found in the Customer Support Plan Exhibit.
4.2.3 Escalate Appropriately. Contact Motorola to add information or make changes to
existing technical support cases, or escalate service requests to Motorola management.
Motorola Services management contact information provided in the Customer Support
Plan Exhibit.
4.2.4 Support on Hardware. Customer will provide all on-site hardware service or is
responsible for purchasing on-going maintenance for 3rd party on-site hardware support.
Third party support on some system components may be available through Motorola
Maintenance and Support Agreement. Customer will contact the appropriate vendor
directly for parts and hardware service if not purchased through the Motorola
Maintenance and Support Agreement.
4.2.5 VPN connectivity. Provide VPN connectivity and telephone access to Motorola
personnel.
4.2.6 Anti-virus software. Run installed anti-virus software.
4.2.7 Operating System ("OS") Upgrades. Unless otherwise stated herein, Customer is
responsible for any OS upgrades to the System, except HP OS upgrades. Before
installing OS upgrades, Customer will contact Motorola to verify that a given OS upgrade
is appropriate.
4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing
your system errors, Motorola has created the Trouble Report Form (page 21).
Completion of this form by the customer is voluntary.
The Trouble Report form helps Motorola Technical Support reduce errors by increasing
the understanding of the problem description definition. It may also improve repair time
by understanding the probability of repeat errors. Additionally, should escalation to
Motorola Engineering team be required, information gathered on this form will aid by
potentially avoiding the wait associated with error reoccurrence.
Information customers provide on the Trouble Report form will assist Motorola Support
team in expediting and troubleshooting the issue. Your assistance in providing the
information is appreciated. Once you complete the form, please e-mail or fax this form to
the Technical Support Representative assigned to work on the issue reported.
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 18
•IWO'FOROLA SOLUTIONS
Agency Name:
Contact Name:
Contact Phone:
Severity Level:
Subject:
Product/Version:
Problem
Description:
Steps to Duplicate:
Step One:
Step Two:
Step Three:
Step Four:
Step Five:
Step Six:
Step Seven:
Additional Steps:
Expected Results:
Actual
Results:
Configuration
Checked:
Trouble Report Form
Motorola Case
Number:
E-mail Address:
Contact Fax:
CAD Correction#:
Please ensure that the descnption provided 1s as detailed as possible. Including accurate details, helps Motorola to
resolve the issue promptly and successfully. Please be sensitive to the use of verbiage that is specific to your agency or
area of the country. Full understanding of the facts on a reported issue increases Motorola probability of locating a root
cause and achieving a timely resolution.
Motorola understands that duplication is not always easy. However, if you are able to duplicate the issue, providing us
with the detailed keystrokes will greatly improve our ability to correct the issue in question. When unable to duplicate the
issue on demand, providing us with detai ed steps that preceded the issue reported will greatly helj:l.
'------------------------------------------'
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Version 11-30-15
Page 19
•MOTOROLA SOLUTIONS
V.Customer Call Flow
To Be Provided By Customer
VI.Contact Information
Motorola Contacts ;�c0tstf.Act�--. �. ; c::.- --....-..
...1 ·- -- • = ,._ ----. --=-- -
-.--.., -�
. ---
Motorola Solutions System Support Center
Linda Hudson
Senior Manager, Technical Support
Linda.Hudson@motorolasolutions.com
Phillip Askey
Tier 2 -Technical Support Manager
P.Askey@motorolasolutions.com
Jeff Dolph
Tier 1 -Technical Support Manager
JeffDolph@motorolasolutions.com
Wayne Parent
Technical Support Lead -Records Applications
Wayne.Parent@motorola solutions.com
Ron Harman
Customer Service Manager
ron.harman@motorolasolutions.com
· PH-oNE':NiJivr seR �.,,--· .... .,, :.--=:::. >c-. , .... ----. -----�
(800)393-9949
(303)527-4017 -office
(720)565-4764 -office
(303)527-4038 -office
(303)319-8935 -mobile
(801)234-9971 -mobile
(916)605-9544 -mobile
C t us omer C ontac to e prov1 e y ts ( b "d db C ustomer )
Customer Agency Name: County of Fresno on behalf of Fresno County Sheriff's Office
Address: 2200 Fresno Street
City, State and Zip: Fresno, CA 93721
Billing Contact Name: Accounts Payable
Phone No: (559) 600-8579
Email: NIA
Backu12 System Administrator Name:Josh Mikow
Phone No: (559) 600-8121
Email: josh.m ikow@fresnosheriff.org
Service Escalations Contact Name: Kai Chakravarthy
Title:
Phone No: (559) 600-8124
Email: kal.chakravarthy@fresnosheriff.org
Motorola Solutions, Inc. Appllcations and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 20
Version 11-30-15
•MO'rOROLA SOLUTIONS
Exhibit C-3
LABOR RATES
MAINTEN ANCE AND SUPPORT AGREEMENT _ 361 TERM: 9/1/2018-8/31/2023 (5 years}
CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office
The following are Motorola's current labor rates, subject to an annual change.
The following rates apply to Customers with a current, active Maintenance and Support Agreement. Billable
rates apply to services provided outside of the scope of the Maintenance and Support Agreement and
outside the selected Service Level PPM:
After 5 p.m., Saturday, Sunday, Motorola Holidays $334 per hour, 2 hours minimu m
apply to Customers without a current, active Maintenance and Support
to services available on a Time and Material basis:
SERVICE HOURS LABOR RATES
8 a.m.-5 p.m. M-F (local time) $446 per hour, 2 hours minimum
After 5 p.m., Saturday, Sunday, Motorola Holidays $668 per hour, 2 hours minimum
Above rates reflect labor rate only. Additional fees for on-site travel expenses, third party expenses and /or materials
will be quoted at the time of customer request for services.
Fresno will provide an open Purchase Order in the amount of $50,000.00 which Motorola will bill against when Time
and Materials services are requested. Motorola will follow its standard Time and Materials process when Fresno
opens a case for support on these products. The process is that Motorola will create a simple quote that outlines the
requested services, the estimated amount of time to deliver and the cost that will then be billed against the Fresno
Purchase Order number provided once the services are delivered. Fresno will agree to the time and services before
the work begins. If time to deliver is lower than expected, Motorola will bill only for hours used. lf time to deliver is
greater than estimated, Motorola will submit a new quote for T&M services fo r Fresno's agreement prior to extending
the work on the case.
The following Motorola Software will be supported on a T&M bases:
Product Description
PremierCAD Server License
Motorola Geofile License
UDT 4.0 License
AVWV License
CAD Ad Hoc Rpt Server License
PremierCAD™ Open Querv Server License
Open Query Client License
ATM Server License
ATM Client License
Premier AVL Server License
ATM Vehicle Client License
PMDC Standard MDT Interface
E9-1-1 Interface
PremierCADTMlnterfaces Spectracom Netclock Interface
CryWolf False Alarm Billing Interface
ATM/AVL (2 wav) Interface
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 21
Qty
1
1
1
150
1
1
750
1 58
1
300
1
1
1
1
1
Version 11 -30-15
•MOTOROLA S'Oi.UTIONS
Exhibit C-3 Continued
LABOR RATES
MAINTENANCE AND SUPPORT AGREEMENT TERM: 9/1/2018-8/31/2023 (5 years)
CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office
The following Motorola Software will be supported on a T&M bases (continued):
PremierMDCTM
NetRMS
NetRMS Modules
NetRMS Interfaces
••ll!l!lll!ffl!!W
Premier MDC Server License
501-1000 units
POP3/SMTP Server Interface
Premier MDC Client License
POP3/SMTP Client Interface
GPS lnte ration Client Module
ATMM lnte ration Client Module
State/NCIC/NLETS Interface
CAD Standard Interface
NetRMS CA UCR S ecifics
NetRMS Connections
NetRMS Cruiser
EVALIS Earl Warnin S stem
Calls for Services
Case Re ort
Warrants
Traffic Accident
Animal Control
Re istrants
Permits and Licensin
Firearms
Stora e Vehicles/Im
Personnel
DA Intake
Bookin
Case Assi nment Tool
Auto Routin
PCAD to NetRMS
NetRMS to CLETS
Offendertrak to NetRMS
LaserFiche
Cal Gan
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement
Page 22
656
300
300
300
450
656
Version 11-30-15
•MOTOROLA SOLUTIONS
Exhibit D-3
SELF-DEALING TRANSACTION DISCLOSURE FORM
MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years)
CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office
SELF-DEALING TRANSACTION DISCLOSURE FORM
In order to conduct business with the County of Fresno {hereinafter referred to as "County"),
members of a contractor's board of directors {hereinafter referred to as "County Contractor"), must
disclose any self-dealing transactions that they are a party to while providing goods, performing
services, or both for the County. A self-dealing transaction is defined below:
"A self-dealing transaction means a transaction to which the corporation is a party and in which one
or more of its directors has a material financial interest"
The definition above will be utilized for purposes of completing this disclosure form.
INSTRUCTIONS
{1) Enter board member's name, job title (if applicable), and date this disclosure is being made.
(2)Enter the board member's company/agency name and address.
(3)Describe in detail the nature of the self-dealing transaction that is being disclosed to the
County. At a minimum, include a description of the following:
a.The name of the agency/company with which the corporation has the transaction; and
b.The nature of the material financial interest in the Corporation's transaction that the
board member has.
{4) Describe in detail why the self-dealing transaction is appropriate based on applicable
provisions of the Corporations Code.
(S)Form must be signed by the board member that is involved in the self-dealing transaction
described in Sections (3) and (4).
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement
Page 23
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•MO'ffJROLA SOLUTIONS
Exhibit D-3 Continued
SELF-DEALING TRANSACTION DISCLOSURE FORM
MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years)
CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office
(1)Company Board Member Information:
Name: Date:
Job Title:
(2)Company/Agency Name and Address:
Motorola Solutions, Inc.
7237 Church Ranch Blvd, Suite 406
Westminster, CO 80021
(3)Disclosure (Please describe the nature of the self-dealing transaction you are a party to):
NONE PRESENTLY KNOWN
(4)Explain why this self-dealing transaction is consistent with the requirements of Corporations Code 5233 (a):
(5) Authorized Signature
Signature: I Date: I June 8, 2018
Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications
Exhibit to the Maintenance and Support Agreement Page 24 Version 11-30-15