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HomeMy WebLinkAboutP-21-180 JUMP Technology Services Amend 1 .pdfCONTRACT INFORMATION SHEET DATE: Contract No.: Vendor Number: Contract Title: Name/Address: Contract Period: Representative: Using Agencies: Phone No.: Email: Terms: Bid Reference No.: Total Contract Amt.: $ Buyer Name: Requisition No:Org: Supersedes: NEW RENEWAL ADJUSTMENT REFERENCE TICK DATE DESCRIPTION: SPECIAL INSTRUCTIONS: DISTRIBUTION: Completed By: Date: Completed By: Date DEPARTMENT: REQUISITIONER: cn 1/10 Exhibit A Page 1 of 6 SUMMARY OF SERVICES ORGANIZATION: JUMP Technology Services ADDRESS: 1024 Iron Point Road Folsom, CA 95630 TELEPHONE: (916) 357-6779 CONTACT: Denise Brinkmeyer, President EMAIL: denise.brinkmeyer@jumpfaster.com CONTRACT: LEAPS for APS and the Home Safe Support Module TERM: July 1, 2021 June 30, 2024 AMOUNT: $146,770.49 PROJECT DESCRIPTION JUMP Technology Services shall be responsible for providing updates, ongoing technical support, and training for LEAPS, a web-based comprehensive case management and reporting system for Adult Protective Services (APS) and for the Home Safe Support Pilot Extension and Support Module. A. Software Licenses and Hosting Services 1. Licenses 1.1.On any JUMP developed Licensed Software, COUNTY will receive a personal, nonexclusive and nontransferable license to use the Licensed Software and related documentation. 1.2.Access to the hosted software by each active COUNTY user account during the billing period will be included in the licensed user count regardless of the length of time the account was active in the billing period. 2. Ownership 2.1.Except for the rights expressly granted herein, this Agreement does not transfer from JUMP to COUNTY any intellectual property and/or developed technology, and all right, title and interest in and to such property/technology will remain solely with JUMP. 3. Trade Secrets and Source Code 3.1.COUNTY agrees that it will not, directly or indirectly, reverse engineer, decompile, dissemble or otherwise attempt to derive source code or other trade secrets from JUMP's developed technology. 4. Confidential Information 4.1.During the term of this Agreement, each party may disclose to the other certain proprietary or confidential information, which shall be received in confidence and shall Exhibit A Page 2 of 6 not be revealed to third parties or applied to uses other than recipient's performance of its obligations hereunder. 4.2.Neither party shall disclose, advertise or publish the specific terms or conditions of this Agreement without the prior written consent of the other party, except (i) as may be required by law and (ii) to its professional advisors and to investors or potential investors. 4.3.COUNTY will maintain all rights and privileges to its specific database content. JUMP shall have no rights or privileges to database content, other than as required to implement JUMP technology and for the purpose of training, research, support, and maintenance of the licensed software. 5. Compliance with Laws. 5.1.JUMP shall not publish or disclose, permit or cause to be published, disclosed, or used, any confidential information pertaining to a public social services applicant(s) or recipient(s) obtained in the course of work performed for or with COUNTY. 5.2.JUMP will establish and implement appropriate privacy and security safeguards with respect to COUNTY'S Protected Health Information that may be maintained, transmitted or viewed in connection with the services under this Agreement. JUMP affirms that to the full extent pertinent to the services provided under this Agreement, such safeguards will be consistent with the standards set forth in regulations under the Health Insurance Portability and Accountability Act of 1996, Public Law 104-191 by the Health Information Technology for Economic and Clinical Health Act as set forth in Title XIII of Division A and Title IV of Division B of the American Recovery and nd the Omnibus 5.3.To the full extent pertinent to the services provided under this agreement, JUMP shall comply with Sections 13401 and 13404 of the HITECH Act to comply with the HIPAA Security Rule, Sections 164.308 through 164.316, and the use and disclosure provisions of the HIPAA Privacy Rule, Sections 164.502 and 164.504. 5.4.MediCal PII information that may be shared with JUMP by COUNTY or which JUMP may view or come into contact with in the course of delivery of services under this Agreement shall be held as confidential and shall be used only in accordance with Welfare and Institutions Code section 14100.0 and 42 Code of Federal Regulations section 431.300 and sections following, as permitted under the terms of this Agreement and/or as required by law, and/or by court order. 5.5.JUMP personnel who may encounter legally protected HIPAA or MediCal PII data in the performance of services under this Agreement shall be informed of legally confidential nature of such data and of the civil and criminal sanctions for non-compliance with the applicable federal and state laws. 6. Hosting Service 6.1. Internet Connectivity Service Not Included . COUNTY acknowledges that this agreement does not provide Internet Service Provider (ISP) connectivity services. COUNTY shall obtain and maintain a separate Internet connection agreement through an ISP in order to access the licensed software. 6.2. Data Location. JUMP will host the licensed software including the database within the United States on a server co-located at Rackspace or other mutually agreed upon data center provider. 7. Warranty 7.1. Anti-Virus Warranty. 7.1.1. JUMP represents and warrants that licensed software as written and delivered via the Internet will not contain any virus, worm, or other codes or routines Exhibit A Page 3 of 6 designed to disable, damage, impair or erase software or data on the equipment upon which the licensed software is accessed. 7.1.2. COUNTY acknowledges that the licensed software is dependent upon an Internet browser installed upon the user's computer and that JUMP's warranty does not extend to the Internet browser. 7.1.3. COUNTY shall retain responsibility for anti-virus including the Internet browser on the user's computer. 7.1.4. COUNTY represents and warrants that it shall not upload electronic documents or files to the licensed software which contain any virus, worm, or other codes or routines designed to disable, damage, impair or erase software or data on the equipment upon which the license software is installed and hosted. B. Software Maintenance and Product Support 1. Definition of Support Services 1.1.For critical outages, COUNTY representatives may contact JUMP by telephone at designated after-hours numbers that will be provided at execution of this agreement. All non-critical incidents and requests for service must be reported via JUMP's Support Services Center (SSC) via the COUNTY support portal by authorized COUNTY representatives located at https://jumpssc.com. For privacy and security as well as timeliness tracking, support inquires may not be sent via email. JUMP's analyst will respond to COUNTY Program inquiries, coordinate resolution of Program problems, including the verification of any reported errors, provide acceptable problem workaround, and communicate with designated COUNTY representatives on status and/or for additional problem information and supply the Error Corrections and/or Update Release, as necessary. 2. Support Plan 2.1.COUNTY representatives may access support through the COUNTY support portal or by calling 918-624-5867 during normal business hours. Normal business hours are between 7 a.m. and 7 p.m. (Central Time), Monday through Friday, excluding national and JUMP company holidays. A list of JUMP company holidays is below as Exhibit B, and is subject to change from year to year. The total number of JUMP company holidays is not to exceed ten (10) days per year. For after-hours contacts, JUMP will provide two, emergency contact numbers. Service includes the following: 2.1.1. Access to support service through web portal and phone (after hours emergencies) 2.1.2. Access to support services by up to three (3) designated COUNTY contacts 2.1.3. Access to available Update Release documentation 2.1.4. Web portal access provides 2.1.4.1. Submitting Program inquiries or reporting Program problems 2.1.4.2. Access to Program technical tips 2.1.4.3. Access to Program problem and solution list(s) 2.1.4.4. Access to available Patches 2.1.4.5. Review COUNTY call/issue & status 2.1.4.6. Review COUNTY maintenance contract status 3.Reporting Service Requests to the Support Services Center 3.1.All COUNTY requests, inquiries, or issue reports submitted to JUMP Technology Services (HDT) must be made by a designated COUNTY contact. HDT will be assigned one of four categories: 3.1.1.Technical Assistance: Questions about Program usage and installation that do not result in registration of a program defect or enhancement request. Exhibit A Page 4 of 6 3.1.2.Program Defect:A COUNTY encounters a problem that is determined to be an Error or defect in the Program. 3.1.3.Feature Enhancements Requests:Request for a tool or feature that is not software or features. JUMP will review COUNTY sts for feature enhancement during normal JUMP systems update cycles. JUMP will provide a quote for the enhancement in total hours to be charged against the COUNTY contract or additional charge to be added to the current contract. 3.1.4.Documentation Discrepancies:Lack of information or clarity in COUNTY documentation. 3.2.All HDT submitted to the SSC shall be made in the form of an issue report and shall include the following: 3.2.1. Contact information for the designated COUNTY contact reporting the problem. 3.2.2. A general description of the operating environment in which the issue was discovered (as applicable). 3.2.3. A description of relevant hardware components in the environment (as applicable). 3.2.4. A description of relevant software components (operating system, browser) in the environment and their versions. 3.2.5. A description of the problem and expected results. 3.2.6. System generated error messages or diagnostics where available. 3.3.JUMP will prioritize each issue report according to the following definitions: 3.3.1.High Priority. Critical business impact. The COUNTY has complete loss of service and work cannot reasonably continue; experiences real or perceived data loss or corruption; an essential part of the system is unusable for the COUNTY, which results in the inability to use a mission critical application. 3.3.2.Medium Priority. Some business impact. The problem seriously affects the functionality of the Program but can be circumvented so that the Program can be used; or that the Program as a whole functions but that a certain function is somewhat disabled, gives incorrect results or does not conform to the specifications. 3.3.3.Low Priority. Minimal business impact. The COUNTY can circumvent the problem and use the system with only slight inconvenience. The error can be considered insignificant and has no significant effect on the usability of the software, e.g., a small system error or a small error in the documentation. This priority is also used for questions, comments, and requests for enhancements to the software. 3.4.JUMP will acknowledge COUNTY'S reported issue according to the priority assigned by JUMP. Acknowledgement time shall mean the time between COUNTY reporting the issue to JUMP and the time JUMP notifies the COUNTY that it acknowledges the situation. 3.4.1.High Priority. Acknowledgement within 2 business hours. 3.4.2.Medium Priority.Acknowledgement within 1 business day. 3.4.3.Low Priority.Acknowledgement within 1 business day. 3.5.JUMP will respond to COUNTY'S reported issue according to the priority assigned by JUMP. Response time shall mean the time between COUNTY reporting the issue to JUMP and the time that a JUMP analyst or representative is assigned and actively working to remedy the issue. 3.5.1.High Priority. Response time within 2 business hours. 3.5.2.Medium Priority. Response time within 3 business days. Exhibit A Page 5 of 6 3.5.3.Low Priority.Response time within 5 business days. 3.6. JUMP's undertaking:For each HDT reported by COUNTY, JUMP undertakes to: 3.6.1. Maintain a web portal for COUNTY to report a problem and receive assistance 3.6.2. Acknowledge receipt of all reports to COUNTY. The acknowledgement shall be in written form and shall provide the name of the representative to which the HDT is assigned as well as a priority assignment which indicates a time-frame in which a response from JUMP can be expected according to the response times in 3.5 above. 3.6.3. Analyze the report and verify the existence of the problem 3.6.4. Give COUNTY direction and assistance in resolving technical issues. 3.7. Defect Correction Goals. 3.7.1. For each confirmed defect where the JUMP software product does not conform to the technical product specifications, JUMP may propose both an interim and final resolution. 3.7.1.1. Interim Solution. A temporary solution that lowers the priority classification of the issue. 3.7.1.2. Final Solution. A permanent correction which causes the product to conform to the technical product specification. 3.7.2. High Priority. 3.7.2.1. Interim Solution -All commercially reasonable effort until the defect is repaired 3.8. COUNTY'S undertaking: 3.8.1. Appoint designated Contacts from COUNTY'S organization for all matters relating to the support issues for JUMP systems 3.8.2. Obtain all necessary information for each issue reported as outlined in 3.2 above. 3.8.3. JUMP regarding the HDT. 3.8.4. Respond to all JUMP requests for additional information. 3.9.Closure of HDT 3.9.1. HDT will be considered to be resolved and will be closed under the following conditions: 3.9.1.1. COUNTY receives an error correction, a workaround, or information that resolves the issue. 3.9.1.2. The reported Issue is identified as not a problem with the JUMP product. 3.9.1.3. If the HDT results in a defect correction that will be routed to the product support team and COUNTY has been advised of the acknowledgement and receives a version number for the defect resolution. 3.9.1.4. If the HDT is classified as an enhancement request and the COUNTY has provided information regarding the business problem created by the absence of the enhancement, and the product team has provided an enhancement reference number to the COUNTY along with a quote. 3.9.1.5. COUNTY has not responded after 10 business days to JUMP after information was provided via a final message left on the HDT or voicemail. 3.10.Software Releases 3.10.1. Prior to the release of any new version, JUMP will provide a detailed release plan and make available, upon COUNTY'S request, a test system for COUNTY'S review and testing of the new release. Upon successful testing and acceptance by the COUNTY, JUMP will schedule the upgrade with the COUNTY at a mutually agreed upon time. Exhibit A Page 6 of 6 3.10.2. All software versions must be installed in sequence. 3.10.3. JUMP may, at its discretion, delay installations for COUNTY accounts with overdue invoices. Consulting and Training Services 1. Intellectual Property 1.1.Any ideas, concepts, know-how or data processing techniques, developed by JUMP personnel (alone or jointly with the COUNTY) in connection with consulting services provided under this agreement are the exclusive property of JUMP. 2. Web Based Training 2.1.All training requests will be scheduled by COUNTY representative through JUMP's web portal. 2.2.Cancelation and rescheduling must be coordinated by COUNTY representative rather than end users. 2.3.All cancelations to scheduled training must be made 48 hours prior to the scheduled training session. Cancelations less than 48 hours from the scheduled training session may result in $150 cancelation charge. 2.4.JUMP shall provide a qualified trainer for each web based training class ordered by COUNTY. 3. On-Site Training 3.1.COUNTY shall provide facilities and equipment for all onsite trainings. For initial training, COUNTY shall provide an appropriate training room, with a computer and high speed internet connection for each student and the JUMP trainer as well as a linked projector suitable for use with the provided trainer computer and a projection screen. 3.2.JUMP shall provide a qualified trainer for each on-site training class ordered by COUNTY. 3.3.JUMP shall provide a training version of the system. 3.4.All on-site training classes require two weeks' notice of cancelation. Cancelations less than two weeks prior to the training date may results in $500 cancelation charge. 4. Training System for COUNTY Led Training 4.1.COUNTY may utilize the JUMP training or testing system to conduct COUNTY led training. 4.2.COUNTY acknowledges that the training and/or testing system is part of JUMP'S temporary staging and development environment and is not guaranteed to be available without interruption. 4.3.COUNTY acknowledges that the training system, when available, is offered without warranty and that COUNTY will not use the training system to enter electronic protected health information (ePHI). 4.4.COUNTY will maintain all rights and privileges to its specific database content. JUMP shall have no rights or privileges to database content, other than as required to implement JUMP technology and for the purpose of training, research, support, and maintenance of the licensed software. A. Provide assistance, as needed, to JUMP for updates, meetings, trainings, and work sessions. B. Meet with JUMP quarterly to exchange pertinent information, resolve issues, and review system updates. Exhibit BPage 1of 1JUMP Technology Services Revised Budget LEAPS for APS & Home Safe Support ModuleItemFY 21-22FY 22-23FY 23-24LEAPS 31-40 $28,800.00 $28,800.00 $29,664.00Training Web Based $960.00 $960.00 $960.00Weekly Database Backups $6,000.00 $6,000.00 $6,000.00Home Safe Support $5452.25 $9087.12 $9087.12Additional Enhancements $15,000.00Yearly Total$41,212.25$44,847.12$45,711.12Three Year Total$146,770.49Budget Detail NarrativeItem DescriptionLEAPS 31-40License and hosting for 31-40 usersTraining Web BasedWeb based training; 12 hours @ $80/hourWeekly Database BackupsWeekly data extracts of all Department data via secure FTP server; $1,500/fiscal quarterHome Safe ModuleFY21-22 Extension Rate; FY22-24 @ $757.26/monthAdditional EnhancementsOptional enhancements/upgrades purchased at $95/hour at the request of County. Unused funds roll over from year to year.