HomeMy WebLinkAbout29602Contract No. 2017-0226
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SOFTWARE AS A SERV ICE AGREEMENT
Agreem e nt No . 18-005
This Software as a Service Agreement ("Agreement") is made this q-+h day of January, 2018 (the
"Effective Date") between the County of Fresno, a political subdivision of the State of California
("Client") and Tyler Technologies, Inc., a Delaware corporation ("Tyler").
WHEREAS, Client is a member of the National Joint Powers Alliance ("NJPA") under member number
25580;and
WHEREAS, Tyler participated in the competitive bid process in response to NJPA's RFP #110515 by
submitting a proposal, on which NJPA awarded Tyler an NJPA contract, numbered 110515-TTI
(hereinafter, the "NJPA Contract"); and
WHEREAS, documentation of the NJPA's competitive bid process, as well as Ty l er's contract with and
pricing information for the NJPA is available at http:ljwww.njpacoop.org/cooperative-
purchasing/contracts-general/technology-security-communication-solutions/110515-tti/; and
WHEREAS, Cl ient desires to purchase off the NJPA contract to procure land recording functionality from
Ty ler, which Tyler agrees to deliver pursuant to the NJPA contract and under the terms and conditions
set forth below.
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and prom ises set forth
i n this Agreement, Tyler and Client agree as follows:
SECTIO N A-DEFIN ITI ONS
• "Agree ment " means this Software as a Services Agreement.
• "Bu siness Travel Po licy" means our business t ravel po licy. A copy of our current Business Trave l
Policy is attached as Schedule 1 to Exhibit B.
• "Co ncur rent Use Licen se" means the number of concurrent use licenses that are authorized for
Clie nt's use t h rough the Saas Services. The number of Concurrent Use Licenses for t he
Agreement are set forth in the Investment Summary.
• "Data " means the County Clerk-Recorder data necessary to utilize the Tyler Software.
• "Data Storage Capacity'' means the contracted amount of storage capacity for your Data
identified i n the Investment Summary, which in all events shall not exceed 7,000 gigabytes of
Data at any time.
• "Defect'' means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposa l to you, or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through our mai ntenance and
support services, and the governing functional descriptions for such future functiona lity w ill be
set forth in our then-current Documentation.
• "Deve loper'' means a third party who owns the intellectual property rights to Th i rd Party
Software.
• "Doc umentation " means any on line or written documentation re lated to the use or
functionality of the Tyler Software that we provide or otherwise make avai lable to you, including
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instructions, user guides, manuals and other training or self-help documentation.
• "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
cau se that could not with reasonable diligence be foreseen or prevented by you or us.
• "Investment Summary" means the agreed upon cost proposal for the products and services
attached as Exhibit A.
• "Invoicing and Payment Policy" means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
• "Saas Fees" means the fees for the Saas Services identified in the Investment Summary as Saas
Fees and/or Annual Fees.
• "Saas Services" means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software, and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. Saas Services do not include support of an operating system or hardware, support
outside of our normal business hours, or training, consulting or other professional services.
• "SLA" means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
• "Statement of Work" means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software, and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit D.
• "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 Support Call Process is attached as
Schedule 1 to Exhibit C.
• ''Third Party Terms" means, if any, the end user license agreement(s) or similar terms for the
Third Party Software, as applicable.
• ''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 Software" means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
• "we", "us", "our'' and similar terms mean Tyler.
• "you" and similar terms mean Client.
SECTION B -SAAS SERVICES
1. Rights Granted. We grant to you the non-exclusive, non-assignable limited right to use the Saas
Services solely for your internal business purposes for the number of Concurrent Use Licenses only.
The Tyler Software will be made available to you according to the terms of the SLA. You
acknowledge that we have no delivery obligations and we will not ship copies of the Tyler Software
as part of the Saas Services. You may use the Saas Services to access updates and enhancements to
the Tyler Software, as further described in Section C(8).
2 . Saas Fees . You agree to pay us the Saas Fees . Those amounts are payable in accordance with our
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Invoicing and Payment Policy. The Saas Fees are based on the number of Concurrent Use Licenses
and amount of Data Storage Capacity. You may add additional data storage capacity on the terms
set forth in Section H(l). In the event you regularly and/or meaningfully exceed the Data Storage
Capacity, we shall provide you with written notice and work with you to either (i) resolve such
overage(s) or (ii) add additional data storage capacity on the terms set forth in Section H(l).
3. Ownership.
3.1 We retain all ownership and intellectual property rights to the Saas Services, the Tyler Software,
and anything developed by us under this Agreement. You do not acquire under this Agreement
any license to use the Tyler Software in excess of the scope and/or duration of the Saas Services .
3.2 The Documentation is licensed to you and may be used and copied by your employees for
internal, non -commercial reference purposes only.
3.3 You retain all ownership and intellectual property rights to the Data .
4 . Restrictions. You may not: (a) make the Tyler Software or Documentation resulting from the Saas
Services available in any manner to any third party for use in the third party's business operations;
(b) modify, make derivative works of, disassemble, reverse compile, or reverse engineer any part of
the Saas Services; (c) access or use the Saas Services in order to build or support, and/or assist a
third party in building or supporting, products or services competitive to us; or (d) license, sell , rent,
lease, transfer, assign , distribute, display, host, outsource, disclose, permit timesharing or service
bureau use, or otherwise commercially exploit or make the Saas Services , Tyler Software, or
Documentation available to any third party other than as expressly permitted by this Agreement .
5 . Software Warranty. We warrant that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted, we will use all
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the
maintenance and support process set forth in Section C(8), below, the SLA and our then current
Support Call Process.
6. Saas Services.
6.1 Our Saas Services are audited at least yearly in accordance with the AICPA 's Statement on
Standards for Attestation Engagements ("SSAE ") No . 16, Type 2. We have attained , and will
maintain , Type II SSAE compliance, or its equivalent, for so long as you are timely paying for Saas
Services . Upon execution of a mutually agreeable Non-Disclosure Agreement ("NOA"), we will
provide you with a summary of our SSAE -16 compliance report or its equ ivalent . Every year
thereafter, for so long as the NOA is in effect and in which you make a written request, we will
provide that same information.
6.2 You will be hosted on shared hardware in a Tyler data center, but in a database dedicated to
you, which is inaccessible to our other customers .
6.3 We have fully-redundant telecommunications access , electrical power, and the required
hardware to provide access to the Tyler Software in the event of a disaster or component
failure . In the event any of your data has been lost or damaged due to an act or omission of
Ty ler or its subcontractors or due to a defect in Tyler's software, we w ill use best commercial
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efforts to restore all the data on servers in accordance with the architectural design's
capabilities and with the goal of minimizing any data loss as greatly as possible. In no case shall
the recovery point objective ("RPO") exceed a maximum of twenty-four (24) hours from
declaration of disaster. For purposes of this subsection, RPO represents the maximum tolerable
period during which your data may be lost, measured in relation to a disaster we declare, said
declaration will not be unreasonably withheld.
6.4 In the event we declare a disaster, our Recovery Time Objective ("RTO ") is twenty-four (24)
hours . For purposes of this subsection, RTO represents the amount of time, after we declare a
disaster, within which your access to the Tyler Software must be restored.
6.5 We conduct annual penetration testing of either the production network and/or web
application to be performed. We will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. We will provide you with a written or electronic record of the actions taken by us in the
event that any unauthorized access to your database(s) is detected as a result of our security
protocols. We will undertake an additional security audit, on terms and timing to be mutually
agreed to by the parties, at your written request . You may not attempt to bypass or subvert
security restrictions in the Saas Services or environments related to the Tyler Software.
Unauthorized attempts to access files, passwords or other confidential information, and
unauthorized vulnerability and penetration test scanning of our network and systems (hosted or
otherwise) is prohibited without the prior written approval of our IT Security Officer.
6.6 We test our disaster recovery plan on an annual basis . Our standard test is not client-specific.
Should you request a client-specific disaster recovery test, we will work with you to schedule
and execute such a test on a mutually agreeable schedule.
6.7 We will be responsible for importing back -up and verifying that you can log-in. You will be
re sponsible for running reports and testing critical processes to verify the returned data. At
your written request, we will provide test results to you within a commercially reasonable
timeframe after receipt of the request.
6.8 We provide secure data transmission paths from each of your workstations to our servers.
6.9 For at least the past ten (10) years, all of our employees have undergone criminal background
checks prior to hire. All employees sign our confidentiality agreement and security policies . Our
data centers are accessible only by authorized personnel with a unique key entry. All other
visitors must be signed in and accompanied by authorized personnel. Entry attempts to the
data center are regularly audited by internal staff and external auditors to ensure no
unauthorized access.
7. Data Upon Termination. Upon termination or expiration of the Agreement, Tyler shall, to the extent
feasible, destroy and erase from all systems it directly or indirectly uses or controls all tangible or
intangible forms of the Client Data , and all copies thereof, except such records as Tyler is required to
maintain by law. To the extent that any applicable law prevents Tyler from destroying or erasing
Client Data as described in the preceding sentence, or to the extent such destruction or erasure is
not feasible, Tyler shall retain , in its then current state, all such Client Data then within its control or
posses sion in accordance with the confidentiality, security and other requirements ofthe
Agreement.
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SECTION C -OTHER PROFESSIONAL SERVICES
1. Other Professional Services. We will provide you the various implementation-related services
itemized in the Investment Summary and described in the Statement of Work.
2. Professional Services Fees . You agree to pay us the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are payable in accordance with our Invoicing and
Payment Policy. We will bill you the actual fees incurred based on the in-scope services described
in the Investment Summary and in the Statement of Work that we provide to you, up to the
maximum amounts set forth in the Investment Summary. Any discrepancies in the total values set
forth in the Investment Summary will be resolved by multiplying the applicable hourly rate by the
quoted hours.
3. Additional Services . The Investment Summary contains, and the Statement of Work describes, 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. If additional work is
required, or if you use or request additiona l 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 from the date of the quote.
4. Cancellation. If travel is requ i red, we will make all reasonable efforts to schedule travel for our
personnel, 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 Majeure 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. At no cost to us, 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 as of the Effective Date, and thereafter as mutually agreed to by you and us.
7 . Client Assistance. You acknowledge that the implementation of the Ty ler 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 outlined in this Agreement. We will not be
liable for failure to meet any dead li nes and milestones when such fai lure is due to Force Majeure or
to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
8 . Maintenance and Support. For so long as you timely pay your Saas Fees according to the Invoicing
and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process,
we will:
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8.1 perform our maintenance and support obligations in a professional, good, and workmanlike
manner, consistent with industry standards, to resolve Defects in the Tyler Software (limited to
the then-current version and the immediately prior version);
8.2 provide telephone support during our established support hours;
8.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software, if any, in order to provide maintenance and support services;
8.4 make available to you all major and minor 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
8.5 provide non -Defect resolution support of prior releases of the Tyler Software in accordance with
our then-current release life cycle policy.
We will use all reasonable efforts to perform support services remotely. Currently, we use a third-party
secu re unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. 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 se rvices. 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 cannot
resolve a support issue remotely, we may be required to provide onsite services. In such event, we will
be responsible for our travel expenses, unless it is determined that the reason onsite support was
required was a reason outside our control. Either way, you agree to provide us w ith full and free access
to the Tyler Software, working space, adequate facilities within a reasonable distan ce from the
equipment, and use of machines, attachments, features, or other equipment reasonably necessary for
us to provide the maintenance and support serv ices, all at no charge to us. We strongly recommend
that you also maintain your VPN for backup connectivity purposes.
For the avoidance of doubt, Saas Fees do not include the following services: (a) onsite support (unless
Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (b) application design;
(c) other consulting serv ices; or (d) su pport outside our normal business hours as listed in our then-
current Support Call Process. Requested services such as those outlined in this section will be billed to
you on a time and materials basis at our then current rates. You must request those services with at
lea st one (1) weeks' advance notice.
SECTION D -THIRD PARTY PRODUCTS
1. Third Party Hardware. We will se ll, deliver, and in stall 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. As part of the Saas Services, you will receive access to the Third Party
Software and related documentation for internal business purposes only. Your rights to the Third
Party Software will be governed by the Third Party Terms.
3. Third Party Products Warranties.
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3.1 We are authorized by each Developer to grant access 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.
SECTION E -COMPENSATION; INVOICING AND PAYMENT; INVOICE DISPUTES
1. Compensation . In no event shall the services performed by Tyler under this Agreement exceed
$1,988,309 during the term of this Agreement, including the initial term and the renewal term
described in Section F(l). Except for the travel expenses provided for in the Investment Summary
and other expenses as described in Section C(8) above, which shall not exceed the "NTE Travel
Expense" amount stated in the Investment Summary, it is understood that all expenses incidental to
Tyler's performance of services under th is Agreement shall be borne by Tyler.
2. Invoicing and Payment. We will invoice you the Saas Fees and fees for other professional services in
the Investment Summary per our Invoicing and Payment Policy, subject to Section E(2) below.
3. Invoice Disputes . If you believe any delivered software or service does not conform to the
warranties in this Agreement, you will provide us with written notice within thirty (30) days of your
rece ipt of the applicable invoice. The written notice must contain reasonable detail of the issues
you contend are in dispute so that we can confirm the issue and respond to your notice with either a
justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in your notice. We will work with you 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 withhold payment of the amount(s) actually in dispute, and only those amounts, 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 Saas
Serv ices , including maintenance and support services , if you fail to pay an invoice not disputed as
described above within fifteen (15) days of notice of our intent to do so .
SECTION F -TERM AND TERMINATION
1. Term. The initial term of this Agreement is five (5) years from the first day of the first full month
following the Effective Date, unless earlier terminated as set forth below. Upon expiration of the
initial term, this Agreement will renew automatically for a maximum of one (1) additional one (1)
year renewal term at the rate described in the Invoicing and Payment Policy unless terminated in
writing by either party at least sixty (60) days prior to the end of the initial term. Your right to access
or use the Tyler Software and the Saas Services will terminate at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
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. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice di sputes in accordance with Section E(2).
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3.1 Failure to Pay Saas Fees. You acknowledge that continued access to the Saas Services is
contingent upon your timely payment of Saas Fees. If you fail to timely pay the Saas Fees, we
may discontinue the Saas Services and deny your access to the Tyler Software. We may also
terminate this Agreement if you don't cure such failure to pay within forty-five (45) days of
receiving written notice of our intent to terminate.
3.2 For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section H(3). You may terminate this Agreement for cause
in the event we do not cure, or create a mutually agreeable action plan to address, a material
breach of this Agreement within the thirty (30) day window set forth in Section H(3).
3.3 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspen ds performance of the Saas Services for a period of forty-five (45) days or more.
3.4 Lack of Appropriations. If you should not appropriate or otherwise make available funds
sufficien t to utilize the Saas Services, you may unilaterally terminate this Agreement upon thirty
(30) days written notice to us. You will not be entitled to a refund or offset of previously paid ,
but unused Saas Fees. You agree not to use termination for lack of appropriations as a
substitute for termination for convenience.
3.5 Fees for Termination without Cause during Initial Term. If we terminate this Agreement during
the initial term for your failure to pay Saas Fees , you shall pay us the following early termination
fees:
a. if you terminate during the first year of the initial term, 100% of the Saas Fees through
the date of termination plus 25% of the Saas Fees then due for the remainder of the
initial term;
b. if you terminate during the second year of the initial term, 100% of the Saas Fees
through the date of termination plus 15% of the Saas Fees then due for the remainder
of the initial term; and
c. if you terminate after the second year of the initial term, 100% of the Saas Fees through
the date of termination plus 10% of the Saas Fees then due for the remainder of the
initial term.
SECTION G -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 or Documentation
infringes that third party's patent, copyright, or trademark, or misappropriates its trade secrets,
and will pay the amount of any re sulting 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. In the event of a settlement requiring that the Client pay some amount
of money, Client must approve of that settlement agreement, such approval not to be
unreasonably withheld. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
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1.2 Ou r obl igations under t his Section G{l) w ill not app ly to the extent the claim or adve rse final
judgment is based on you r use of the Ty ler Software in contrad i ct io n of t his Agreement,
including with non-l icensed third parties, or your willfu l i nfri nge m ent.
1.3 If we receive informati on concern i ng an infrin gement or misa ppropriation claim related to the
Tyler Software, we m ay, at our expe nse and without obligation to do so, either: (a) procure for
you the rig ht t o continu e its use; (b) modify it to make it non -infringing; or (c) replace it with a
functiona l equiva l ent, i n w hi ch case you w ill stop running t he a lleged ly infringing Tyler Software
immed iate ly. Alternative ly, we m ay deci de to litigate the claim to judgment, i n which case you
may continue to use t he Ty ler Software cons istent with the terms of this Agreement .
1.4 If an i nfrin gement or misappropriation claim is fully l itigated and yo ur use of the Ty ler Software
is enjoined by a court of competent ju risdiction, in addition to paying any adverse final
judgm ent (o r settlement to which we co nsent), we will, at our option, either: (a) procure the
right to continue i ts use; (b) modify it to make it non -infringi ng; (c) replace it with a funct ional
equ ivalent; o r (d) terminate t his Agreement an d refu nd you the prepaid but unu sed Saas Fees
for the year i n w hich the Agreeme nt term i nates. We will pursue those options in t he order
listed herei n. Th is section prov ides your exclusive remedy for third party copyright, patent, or
trademark i nfringement and trade secret misappropriat ion claims.
2. General Indemnificat ion.
2.1 Ty ler agrees to indemn ify, save, ho ld harm less, and at Client's request, defend the Client, its
officers, age nts, and employees from any and all costs and expenses, damages, liabilities, third
party claims, an d losses occ ur ri ng or result ing to Client in connection with: (a) personal injury or
property damage to the extent caused by Tyler's neg l igence or willful misconduct; or (b) Ty l er's
violation of a law applicable t o its performance under this Agreement. You must notify Tyler in
w riting of a claim within thirty (30) days of receipt of the claim and give us cont ro l ove r its defense
or settleme nt. The parties ag ree to provide eac h other with reasonable assistance, cooperation,
and info rmation in the event of a claim.
3. DISCLAIMER . EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DI SCLAIM ALL OTHER
WARRANTIE S AND CONDITIONS , WHETHER EXPRESS, IMPLIED , OR STATUTORY , INCLUDING , BUT
NOT LIMITED TO, ANY IMPLIED WARRANTIES, DUTIES, OR CONDIT IONS OF MERCHANTABILITY OR
FITNES S FOR A PARTICULAR PURPOSE.
4 . LIMITATION OF LIABILITY . EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THI S AGREEMENT,
OUR LIABILITY FOR DAMAGES ARISING OUT OF THI S AGREEMENT, WHETHER BASED ON A THEORY
OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO
YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DUR ING THE INITIAL TERM , AS SET FORTH
IN SECTION F(l), TOTAL FEES PAID AS OF THE TIME OF THE CLAIM ; OR (B) DURING AN Y RENEWAL
TER M, THE THEN-CURRENT ANNUAL SAAS FEES PAYABL E IN THAT RENEWAL TERM . THE PRICES
SET FORTH IN THI S AGREEMENT ARE SET IN RELIANCE UPON TH IS LIMITATION OF LIABILITY . THE
FOREGOING LIMITATIO N OF LI ABILITY SHALL NOT APPLY TO CLAIM S THAT ARE SUBJECT TO
SECTIONS G(l) AND G(2).
5 . EXCLUSION OF CERTA IN DAMAGES . TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR AN Y SPECIAL, INC IDENTAL, PUNI TIVE, INDIRECT, OR
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CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
6. Insurance.
Without limiting the Client's right to obtain indemnification from Tyler or any third parties, Tyler, at
its sole expense, shall maintain in full force and effect, the following insurance policies throughout
the term of the Agreement:
(a) COMMERCIAL GENERAL LIABILITY
Commercial General Liability Insurance with limits of not less than One Million Dollars ($1,000,000)
per occurrence and an annual aggregate of Two Million Dollars ($2,000,000). This policy shall be
issued on a per occurrence basis . Specific coverages will include completed o perations, products
liability, and contractual liability per the terms of the Commercial General Liability policy.
(b) AUTOMOBILE LIABILITY
Comprehensive Automobile Liability Insurance with limits for bodily injury of not less than Two
Hundred Fifty Thousand Dollars ($250,000.00) per person, Five Hundred Thousand Dollars
($500,000.00) per accident and for property damages of not less than Fifty Thousand Dollars
($50,000.00), or such coverage with a combined sing le limit of Five Hundred Thousand Dollars
($500,000.00). Coverage should include owned and non-owned vehicles used in connection with this
Agreement .
(c) PROFESSIONAL LIABILITY
Professional Liability Insurance with limits of not less than One Million Dollars ($1,000,000.00) per
occurrence, Three Million Dollars ($3,000,000.00) annual aggregate .
(d) WORKER 'S COMPENSATION
A policy of Worker's Compensation insurance as may be required by the California Labor Code.
Client, its officers, agents, and employees, individually and collectively, shall be named as additional
insured on Tyler's Commercial General Liability and Automobile Liability policies, but only insofar as
the operations under this Agreement are concerned . Such coverage for additional insured shall
apply as primary in surance for claims that arise out of or relate to the Agreement and are between
Tyler and Client. Any other insurance, or self-insurance, maintained by Client, its officers, agents and
employees shall be excess only and not contributing with insurance provided under Tyler's policies
herein . Client, its officers, agents and employees will not be responsible for any premiums on the
foregoing policies . Tyler shall provide Client with notice of cancellation, non-renewal or reduction in
its in surance coverages below the minimum requirements set forth in this Agreement within thirty
(30) days thereof.
Within thirty (30) days from the date Tyler executes this Agreement, Tyler shall provide certificates
of insurance as stated above for all of the foregoing policies, as required herein , to the County of
Fresno, Robert Bash , Chief Information Officer, 2048 N Fine Street, Fresno CA 93727; that such
Commercial General Liability insurance and Automobile Liability insurance names the Client, its
officers, agents and employees, individually and collectively, as additional insured, but only insofar
as the operations under this Agreement are concerned .
In the event Tyler fails to keep in effect at all times insurance coverage as herein provided, Client
10
Contract No. 20 17-0226
may, in addition to other remedies it may have, suspend or terminate this Agreement for cause as
provided in Section F(2.2) upon the occurrence of such event.
All policies shall be with admitted insurers authorized to do business in the State of California.
Insurance purchased shall be purchased from companies possessing a current A.M. Best, Inc . rating
of A FSC VII or better.
7. Audits and Inspections. Tyler shall during Tyler's normal business hours, and upon one (1) week
prior written notice, and no more than once per year, make available to the Client for examination
all of its financial books and records with respect to the matters covered by this Agreement . Tyler
shall, upon request by Client, permit Client to audit and inspect all of such financial books and
records necessary to ensure Tyler's compliance with the terms of this Agreement. Any such
examinations or audits shall be at Client's expense .
If this Agreement exceeds ten thousand dollars ($10,000.00), Tyler shall be subject to the
examination and audit of the Auditor General for a period of three (3) years after final payment
under contract (Government Code Section 8546.7).
SECTION H -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 by executing a
mutually agreed addendum. If no rate is provided in the Investment Summary, or those twelve (12)
months have expired, you may purchase additional products and services at our then -current list
price, also 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
convene 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 Evidence 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 ta x-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, both federal and state, as
applicable, arising from our performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for
11
Contract No. 2017-0226
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
con cerning 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 affiliat ion. 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. Binding Effect; No Assignment . This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s ) or permitted assign(s). Neither party may assign this Agreement
without the prio r written consent of the other party; provided, however, your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition, or
purchase of substantially all of our assets.
9. Force Majeure. Except for your payment obligations, 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 explain ing 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 Terms .
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. Purchase orders
submitted by you, if any, are for your internal administrative purposes only, and the terms and
conditions contained in those purchase orders will have no force or effect. 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 .
12
Contract No. 2017-0226
In performance of the services, duties and obligations assumed by Tyler under this Agreement, it is
mutually understood and agreed that Tyler, including any and all of Ty ler's officers, agents, and
employees w ill at all times be acting and performing as an independent contractor, and shall act in
an independent capacity and not as an officer, agent, servant, employee, joint venturer, partner, or
associate of the Client. Furthermore, Client shall have no right to control or supervise or direct the
manner or method by which Tyler shall perform its services and function. However, Cl ient shall
reta i n the right to adm inister this Agreement so as to verify that Tyler is performing its obligations in
accordance with the terms and conditions thereof.
With respect to the performance of services under this Agreement, Tyler shall comply with all
app licable provisions of law and the ru les and regu lations, if any, of governmental authorities having
jurisdiction over matters the subject thereof. Because of its status as an independent contractor,
Tyler shall have absolutely no r ight to employment rights and benefits available to Client employees .
Ty ler shall be sole ly liable and responsible for providing to, or on behalf of, its emp loyees a ll
legally-required employee benefits . In addition, Tyler sha ll be so lely responsible and save Client
harmless from all matters relating to payment of Tyler's emp loyees, including compliance with
Social Security withholding and all other regulations governing such matters. It is acknow ledged that
du ring the term of this Agreement, Tyler may be providing services to others unrelated to the Client
or to this Agreement.
15. Notices. All notices o r communications required or permitted as a part of this Agreement, such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, 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 emp loyee or agent of the receiving party; (c) upon receipt by sender of
proof of email delivery; or (d) if not actua lly 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.
Address for Notices:
Tyler Techno logies, Inc.
One Ty ler Drive
Yarmouth , ME 04096
Attention : Chief Legal Officer
Address for Notices:
Fres no County
2281 Tulare Street, Room 302
Fresno , CA 93721
Attention: Paul Dictos, CPA
16. Client lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional material s.
17. Confidentia l ity. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidentia l information and that disclosure of
such information could vio late 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., socia l security
numbers) and trade secrets, each as defined by applicable state law. Ea ch party agrees that it will
not di sclose 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
13
Contract No. 2017-0226
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 emp loyees or agents;
(b) a party can estab lish by reasonable proof was in that party's possession at the time of initial
disclosure;
(c) a party receives from a third party w ho 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. Governing law/Venue. This Agreement will be governed by and construed in accordance with the
laws of your state of domicile, without regard to its rules on conflicts of law. Venue for any action
arising out of or related to this Agreement shall only be in Fresno County, California.
20. Multiple Originals and Authorized 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 simi larly 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.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement .
21. Cooperative Procurement. To the maximum extent permitted by applicable law, we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. We reserve
the right to negotiate and customize the terms and conditions set forth herein, including but not
limited to pricing, to the scope and circumstances of that cooperative procurement.
22. Disclosure of Se lf-Dealing Transactions. Members of Tyler's Board of Directors shall disclose any self-
dealing transactions that they are a party to while Tyler is providing goods or performing services
under this Agreement. A self-dealing transaction shall mean a transaction to which Tyler is a party
and in which one or more of its directors has a material financial interest. Members of the Board of
Directors shall disclose any self-dealing transactions that they are a party to by comp leting and
signing a Se lf-Dealing Transaction Disclosure Form attached hereto as Exhibit E and subm itting it to
Client prior to commencing with the se lf -dealing transaction or immediately thereafter.
23 . Contract Documents. This Agreement includes the following exhibits:
Exhibit A
Exhibit B
Exhibit C
Investment Summary
Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Service level Agreement
Schedule 1: Support Call Process
14
Exhibit D
Exhibit E
Statement of Work
Self-Dealing Transaction Disclosure Form
Contract No. 20 17-0226
IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the day and year first
hereinabove written.
TYLER TECHNOLOGIES, INC
~hie! Legal Officer
M ~ Dt11t.2-, Ch ref u(jtd of/ieef"
Print N e & Title
One Tyler Drive
Yarmouth , ME 04096
FOR ACCOUNTING USE ONLY :
Fund No.:
Subclass No.:
Org No.:
Account No.:
0001
10000
0420
7295
15
COUNTY OF FRESNO
Sal
ATTEST :
B ER NI CE E. SEIDEL
man of the Board of Supervisors
County of Fresno
CL ERK TO TH E BOARD OF SUP ERV ISORS
COUN TY OF FR ESNO, STATE OF CALI FOR NIA
Deputy
•• ••• •• ••• • •
Exhibit A
Investment Summary
Exhi bit A
The following Investment Summary details the software and services to be delivered by us to you under
the Agreement. This Investment Summary is effective as of the Effective Da t e . Capita l ized terms not
otherwise defined will have the meaning assigned to such t erms in the Agreement .
REMA INDER OF PAGE INTENTIONALLY LEFT BLANK
16
Investment Summary Fr.snoCounty PiJul Olctos, CPA Prepared for: Contact Person: Address: Phone: Fax: Email: Product, Service & Equipment Total Saas FffS (5 yHr Term) Total ProfHalonal S.rvlcn Implementation Project Manogement Doto CcnverslOfl Totals Pie.Ju Note: NTE Travel Expenu: $22,500 FrHno County Pau Dictos, CPA 2281 Tuare Street Room 302 Fresno, CA 93721 559-600-1638 pddos@fresno.ca.us Upon Upon AaAgreed Execution Dellvety Upon 266,785 266,785 . . Aa ProgrH1 Occurs 153,020 24,640 22,000 199,660 ~ ·-:.•. •• t~!~!~ Contract ID # : 2017-0226 IHue Date: 07/19/17 Sain Rep: J. Phllllps Tax Exempt: Yes/No Totals Annual Fffs 266,785 266,785 153,020 24,640 22,000 466,445 266,785 Exhibit A As noted above, annual Saas fee includes up to 7,000 GB of Data Storage Capacity. Additional data storage can be purchased at Tyler's then-current rates. As of the Effective Date additional data storage is $2,000 per 200 GB. NTE Additional Data Storage: $150,000. 17
Tyler Hosted Eagle Recorder/Clerk
Fresno County, CA
Pau l Dictos, CPA
2281 Tulare Street, Fresno. CA 93724
(559) 600·34 71
pdictos@fresno.ca.us
Investment Summary
Professional Services & Hardware
Implementation Services
Professional Services
Data & Conversion Assi stance Fees
Services
N TE Tra vel Expense: $22,500
T fer Hosted -Saas
Length of Agreement
Annual Saas F ee
5 years • 80 months
18
·-:~-. t:yler
• technologies
Cost
153,020
24,640
22,000
2&6 ,785
Exhibit A
•• ••••• =···
F..sno County, CA
Pau l Dictos, CPA
228 1 Tulare Street, Fr~no. CA 93724
(559) 600-3471
pdictos@lresno.ca .us
Tyler Related Products and Services
l)psc n pllon <H Y
EagleR«order
Site lkense
staff users
publk users
Foons printing
Eagl•Web
Self Sefvice Publ k Access (Local and Web)
.Commerc e
eFonns
OCR
Automated lndelcing
Automated Redaction
•R«ordlng
Eagle OUkkclocs
Tyler Professional Services
iGiiillhiiil
Professional Services
Project Management
Conversion Services
Cooversion Services
Implementatio n Services
Analysis. Design & Site Prep
Software Staging
Testing & User Alceptance
Installation of Software
Traini ng Services
Go-Live Sefvices
Publk AlGess lnstalloltion Sefvices
OCR Installation Sl!MC@S
Qukkdocs lnstalloltion Se<vices
Ty!•r Additiona l Annual Services
l+iillh\111
Disaster Rocow,y/BU1iness Continuity Services
Netwotlt Support
Test and Training Database
NTE T rave l Expense: $22,500
TOTAL
1
30
7
Included
'w<, llr, ~W<, ( o..,t
176 $24,640
$22,000
120 $16.800
186 $23,240
88 S12,320
24 $3,360
123 $17,220
176 $24,640
132 $18,480
220 $30,800
44 $6,160
1,299 $199,660
The professional services described in t his Exhibit A are billed at an hourly rate of $140.
19
Exhibit A
Exhibit A
Compensation Summary:
Year Recurring Fees One-Time Fees
(Saas Fee s)
Year 1 $266,785 1 $222,1603
Year2 $266,785
Year 3 $266,785
Year4 $266,785
Yea r 5 $266,785
Year 6 (if *$280,124.25 2
renewed)
1Years 1-5 Saas Fee amount shown assumes there is no increase to Client's Data Storage Capacity limit of
7,000 GB . If Data Storage Capacity is added, annua l Saas Fees will be increased commensurate with
additional Data Storage purchased .
2Year 6 Saas Fee shown assumes no cha nge in actual Saas Fees paid during Years 1-5 on account of
increased Data Storage Capacity. Yea r 6 Saas Fee is capped at no more than 5% above the actua l Year 5
Saas Fee .
3Represents tota l Not to Exceed amount for professional services and travel expense shown on Exhibit A.
Assumes the implementation is compl eted during Year 1.
20
•• ••• •• ••• • •
Exhibit B
Invoicing and Payment Policy
Exhibit B
We will provide you with t he softwa re and services set fort h in the Investmen t Sum m ary of the
Ag ree m en t . Capi t alized t e rms not otherwise defin ed w ill have the mea ni ng ass igned to such te r ms i n
t he Ag reement.
Invoicing : We w ill invo ice yo u for the applicabl e software and services i n the I nvestm ent Summary as
set fo rt h be low. Yo ur r ig hts t o dispute any invoice are set forth in t he Agreeme nt.
1. Saas Fees. Saas Fees are i nvoiced on an an nu al basis, beg inning o n t he co m mencement of t he
i nitia l term as set fo rth i n Sectio n F(l) of t hi s Agreement . Your an nu al Saas f ees fo r Yea r 1
through Year 5, are set forth i n t he I nves t m e nt Summary. U pon ex piration of t he i nitial term,
your a nnual Saas fees w ill be at o ur t he n-curre nt ra t es; provided, however, t hat your Year 6
Saas fee sh all be ca pped at no more t ha n a five pe rcent (5%) i nc rease ove r yo u r Yea r 5 a nnual
Saas fee.
2. Other Ty l e r Softwa re and Services .
2.1 Implementation and Other Professional Services (including training): Impl e mentat ion an d
other professio na l services (i ncl ud ing t rai ning, but excludi ng conversions) as described i n
t he Investment Summary shall be b ill ed an d in voiced in accord ance with t he followi ng
milest o nes. Fo r t he purposes of this Sectio n 2.1, Acceptance shall be as defined in the
Statem ent of Work. Professiona l services fees fo r t h e services within t he scope defi ned in
t he I nvest m ent Summary and furth er det ailed i n t he Statement of Work w ill not exceed the
total professio na l services fees provi ded o n Exh i bit A.
Payment Milestones
Control Point Descript ion Percentage of Tota l Milestone Amount
Not to Exceed Fees
Client Acceptance of Initiate & Plan 100/4 $17,766
Stage 1/Control
Point 1
Client Acceptance of Assess & De fin e 200/4 $35,532
Stage 2/Control
Point 2
Cli e nt Acce ptance of Build & Validate
Stage 3/Control
20% $35 ,532
Point 3
21
Exhibit B
Client Acceptance of Final Testing & Training 20% $35,532
Stage 4/Control
Point 4
Client Acceptance of Production Cutover 20% $35 ,532
Stage Sf Control
Point 5
Client Acceptance of Project Clo sure 10% *$17,766
Stage 6/Control
Point 6
Total for Professi onal Services 100% $177,660
(excluding conversions)
*We will perform a reconciliation of our professional services actually delivered through Project Closure
as defined in the Statement of Work. The actual final milestone may be less than the amount shown.
If any services payment milestone is delayed after the milestone dead lin e set in the project
schedu le, and such delay i s not caused by Tyler or on account of Tyler's action or ina ction,
then payment for such services payment milestone sha ll be due on the original milestone
deadline date. If suc h milestone delay is ca used solely by Tyler's failure to perform, the
services payment will be postponed by the correspondi ng number of days ofTyler's failure
to perform.
Other professional services payable under this Agreement shall be billed and invoiced as
delivered.
2.2 Consulting Services : If you have purchased any Business Process Consulting services, if they
have been quoted as fixed-fee services, they will be invoiced 50% upon your acceptance of
the Best Practice Recommendations, by module, and 50% upon your acceptance of custom
desktop procedures, by module. If you have purchased any Business Process Consulting
services and they are quoted as an estimate, then we will bill you the actual services
delivered on a time and materials basis.
2.3 Conversions : Fixed -fee conversions ($22,000 as shown as Data Conversion on Exhibit A) are
invoiced 50% upon initia l delivery of the converted data, by conversion option, and 50%
upon Client acceptance to load the converted data into live/Production environment, by
conversion option. Where conversions are quoted as estimated, we will bill you the actual
services delivered on a time and materials basis .
2.4 Requested Modifications to the Tyler Software : Requested modifications to the 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
spec ifications within thirty (30} days of del ivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed . You may
still report Defects to us as set forth in this Agreement .
2.5 Other Fixed Price Services : Other fixed price services are invoiced upon comp lete delivery of
the service . For the avoidance of doubt, where "Project Planning Services" are provided,
22
Exhibit B
payment will be due upon delivery of the Implementation Planning document. Dedicated
Project Management services, if any, will be billed monthly in arrears, beginning on the first
day of the month immediately following the project kick-off meeting.
2.6 Change Management Services: If you have purchased any change management services,
those services will be invoiced in the following amounts and upon the following milestones:
Acceptance of Change Management Discovery Analysis
Delivery of Change Management Plan and Strategy Presentation
Acceptance of Executive Playbook
Acceptance of Resistance Management Plan
Acceptance of Procedural Change Communications Plan
Change Management Coach Training
Change Management After-Action Review
3. Third Party Products.
15%
10%
15%
15%
10%
20%
15%
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
3.2 Third Party Software Maintenance: The first year maintenance for the Third Party Software
is invoiced when we make it available to you for downloading.
3.3 Third Party Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
4. 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-c urrent Business Travel
Policy, plus a 10% travel agency processing fee. Notwithstanding the foregoing, Tyler's travel
expenses shall not exceed twenty-two thousand five hundred dollars ($22,500) without
Client's prior written consent. In the event travel expenses will exceed said amount, Tyler shall
obtain Client's prior written consent, such consent not to be unreasonably withheld, before
incurring additional travel expenses. Our current Business Travel Policy is attached to this Exhibit
B at Schedule 1. Copies of receipts will be provided upon request; we reserve the right to
charge you an administrative fee depending on the extent of your requests. Receipts for
miscellaneous items less than twenty-five dollars and mileage logs are not available.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is :
Bank:
ABA:
Account:
Beneficiary:
Wells Fargo Bank , N.A.
420 Montgomery
San Francisco, CA 94104
121000248
4124302472
Tyler Technologies, Inc. -Operating
23
1. Air Travel
A. Reservations & Tickets
•• ••• •• ••• • •
Exhibit B
Schedule 1
Business Travel Policy
Exhibit B
Schedule 1
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 (7) day advance
booking requirement is mandatory. When booking less than seven (7) days in advance,
management approval will be required.
Except in the case of international travel where a segment of continuous air travel is six (6)
or more consecutive hours in length, only economy or coach class seating is reimbursable.
Employees shall not be reimbursed for "Basic Economy Fares" because these fares are non-
refundable and have many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (S} days= one (1) checked bag
• Six (6) or more days= two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
24
2. Ground Transportation
A. Private Automobile
Exhibit B
Schedule 1
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; except for employees traveling to Alaska and
internationally (excluding Canada), 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 .
25
Exhibit B
Schedule 1
"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.
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb,
VRBO , and HomeAway. Employees who elect to make su ch reservations sha ll not be
reimbursed .
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S .
are in accordance with the federa l per diem rates published by the Genera l 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 .
Per diem for Alaska , Hawaii, U.S. protectorates and international destinations are provided
separate ly by the Department of Defense and will be determined as required .
A. Overnight Trave l
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
Depart after 12:00 noon
Return Day
Return before 12:00 noon
Return between 12 :00 noon & 7:00 p.m .
Return after 7:00 p.m . *
Lunch and dinner
Dinner
Breakfast
Breakfast and lunch
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 individua l meals are calculated as a percentage of the full day
per diem as follows:
Breakfa st 15%
Lunch 25 %
Dinner 60%
26
B. Same Day Travel
Exhibit B
Schedule 1
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.
6. International Travel
All international flights with the exception of flights between the U.S . and Canada should be
reserved through TMC using the "lowest practical coach fare" with the exception of flights
that are six (6) or more consecutive hours in length . In such event, the next available seating
class above coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for
photo fees , application fees, and execution fees when obtaining a new passport book, but
fees related to passport renewals are not reimbursable. Visa application and legal fees ,
entry taxes and departure taxes are reimbursable .
The cost of vaccinations that are either requi red for travel to specific countries or suggested
by the U.S. Department of Health & Human Services for travel to specific countries, is
reimbursable .
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this
section .
27
Exhibit C
••::=~• t~.~~l~ies
Exhibit C
SERVICE LEVEL AGREEMENT
I. Agreement Overview
This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement . It
outlines the information technology service levels that we will provide to you to ensure the availability of
the application services that you have requested us to provide. All other support services are documented
in the Support Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Attainment: The percentage of time the Tyler Software is available during a calendar quarter, with
percentages rounded to the nearest whole number.
Client Error Incident: Any service unavailability resulting from your applications, content or equipment, or
the acts or omissions of any of your service users or third -party providers over whom we exercise no
control.
Downtime: Those minutes during which the Tyler Software is not available for your use. Downtime does
not include those instances in which only a Defect is present.
Service Availability: The total number of minutes in a calendar quarter that the Tyler Software is capable
of receiving, processing, and responding to requests , excluding maintenance windows, Client Error
Incidents and Force Majeure.
Ill. Service Availability
The Serv ice Availability of the Tyler Software is intended to be 24/7 /365. We set Service Availability goals
and measures whether we have met those goals by tracking Attainment .
a. Your Responsibilities
Whenever you experience Downtime, you must make a support call according to the procedures outlined
in the Support Call Process . You will receive a support incident number.
You must document, in writing, all Downtime that you have experienced during a calendar quarter. You
must deliver such documentation to us within 30 days of a quarter's end.
The documentat ion you provide must evidence the Downtime clearly and convincingly. It must include,
for example, the support incident number(s) and the date, time and duration of the Downtime(s).
b. Our Responsibilities
When our support team receives a call from you that Downtime has occurred or is occurring, we will work
with you to identify the cause of the Downtime (including whether it may be the result of a Client Error
Incident or Force Majeure). We will also work with you to resume normal operations .
Upon timely receipt of your Downtime report, we will compare that report to our own outage logs and
28
Exhibit C
support tickets to confirm that Downtime for which we were responsib le indeed occurred .
We will respond to your Downtime report within 30 day(s) of receipt. To the extent we have confirmed
Downtime for which we a re responsible, we will provide you with the relief set forth below.
c. Client Re lief
When a Service Availability goal is not met due to confirmed Downtime, we will provide you with relief
that corresponds to the percentage amount by which that goa l was not achieved, as set forth in the Client
Re lief Schedule below.
Notwithstanding the above, the total amount of all relief that would be due under this SLA per quarter
will not exceed 5% of one quarter of the then -current Saas Fee . The total credits confirmed by us in one
or more quarters of a bi lli ng cycle will be applied to the Saas Fee for the next billing cycle . Issuing of such
credit does not relieve us of our obligations under the Agreement to correct the problem which created
the service interruption.
Every quarter, we will compare confirmed Downtime to Service Availabi lity. In the event actual
Attainment does not meet the targeted Attainment, the following Client relief will apply, on a quarterly
basis:
100% 98-99%
100% 95 -97%
100% <95%
Remedia l action will be taken .
4% credit of fee for affected calendar quarter
will be posted to next billing cycle
5% credit of fee for affected calendar quarter
will be posted to next billing cycle
You may request a report from us that documents the preceding quarter's Service Availability,
Downtime, any remedia l actions that have been/will be taken, and any credits that may be issued.
IV. Ap plicabi li ty
The commitments set forth in this SLA do not apply during maintenance windows, Client Error Incidents,
and Force Majeure.
We perform maintenance during limited windows that are historically known to be reliab ly low-traffic
times. If and when maintenance is predicted to occur during periods of higher traffic, we will provide
advance notice of those windows and will coordinate to the greatest extent possib le with you .
V. Force Majeur e
You will not hold us responsible for not meeting service levels outlined in this SLA to the extent any failure
to do so is caused by Force Majeure. In the event of Force Majeure, we will file with you a signed request
that said failure be excused. That writing will at least include the essential details and circumstances
supporting ou r request for relief pursuant to this Section . You will not unreasonab ly withho ld its
acceptance of such a request .
29
Support Channels
•• ••• •• ••• • •
Exhibit C
Schedule 1
Support Call Process
Tyler Technologies, Inc. provides the following channels of software support:
Exhibit C
Schedule I
(1) Tyler Community-an on-line resource, Tyler Community provides a venue for all Tyler clients with
current maintenance agreements to collaborate with one another, share best practices and resources,
and access documentation.
(2) On-line submission (portal) -for less urgent and functionality-based questions, users may create
unlimited support incidents through the customer relationship management portal available at the
Tyler Technologies website.
(3) Email -for less urgent situations, users may submit unlimited emails directly to the software support
group.
(4) Telephone -for urgent or complex questions, users receive toll-free, unlimited telephone software
support.
Support Resources
A number of additional resources are available to provide a comprehensive and complete support experience:
(1) Tyler Website-www.tylertech.com -for accessing client tools and other information including
support contact information.
(2) Tyler Community-available through login, Tyler Community provides a venue for clients to support
one another and share best practices and resources.
(3) Knowledgebase-A fully searchable depository of thousands of documents related to procedures, best
practices, release information, and job aides .
(4) Program Updates -where development activity is made available for client consumption
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday-Friday)
across four US time zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage across these
time zones . Tyler's holiday schedule is outlined below. There will be no support coverage on these days.
New Year's Day
Memorial Day
Independence Day
Labor Day
Issue Handling
Incident Tracking
Thanksgiving Day
Day after Thanksgiving
Christmas Day
Every support incident is logged into Tyler's Customer Relationship Management System and given a unique
incident number. This system tracks the history of each incident. The incident tracking number is used to track
and reference open issues when clients contact support. Clients may track incidents, using the incident
number, through the portal at Tyler's website or by calling software support directly.
30
Exhibit C
Schedule 1
Incident Priority
Each incident is assigned a priority number, which corresponds to the client's needs and deadlines. The client
is responsible for reasonably setti ng the priority of the incident per the chart below. This chart is not intended
to address every type of support incident, and certain "characteristics" may or may not apply depending on
whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud . The goal is to
help guide the client toward s clearly understanding and commun i cating the importance of the is sue and to
describe generally expected re sponses and resolut ions.
Priority Characteristics of Support Incident Resolution Target s Level
Support incident that cau ses (a) Tyler shall provide an initial respon se to Priority Level
complete application failure or 1 incidents within one (1) business hour of receipt of
application unavailability; (b) the support incident. Tyler shall use commercially
1 application failure or unavailability in reasonable efforts to resolve such support incidents or
Cr itical one or more of the client's remote provide a circumv ention procedure within one (1)
location ; or (c) systemic loss of business day . For non-hosted cu stomers, Tyler's
multiple essential system functions. responsibility for lost or corrupted data is limited to
assisting the client i n restoring its last available
database.
Support incident that causes (a) Tyler shall provide an initial response to Priority Level
repeated, consistent failure of 2 incidents within four (4) bu siness hours of receipt of
essential functionality affecting more the support incident. Tyler shall use commercially
2 than one user or (b) loss or corrupt ion reasonable efforts to resolve such support incidents or
High of data. provide a circumvention procedure within ten (10)
busines s days. For non -hosted cu stomers, Tyler's
responsibility for loss or corrupted data is limited to
assi sting the client in re storing its last ava i lable
database .
Priority Le vel 1 incident with an Tyler shall provide an initial response to Priority Level
exi sting circumvention procedure, or a 3 incidents within one (1) bu siness day of receipt of
Priority Level 2 incident that affects the support incident. Tyler shall u se commercially
3 only one user or for which there i s an reasonable efforts to resolve such support incidents
Medium exi sting circumvention procedure. without the need for a circumvention procedure with
the next published maintenan ce update or service
pack. For non-hosted cu stomers, Tyler's responsibility
for lost or corrupted data is limited to assisting the
client in re storing its last available database.
Support incident that cause s failure of Tyler shall prov ide an initial response to Pr i ority Level
4 non-es sential functionality or a 4 incidents within two (2) business days. Tyler shall
Non -co smetic or other issue that does not use commercially reasonable efforts to resolve such
critical qualify as any other Pri o rity Level. support incidents, as w ell as cosmet ic issues , with a
future version release .
31
Incident Escalation
Tyler Technology's software support consists of four levels of personnel:
(1) Level 1: front-line representatives
Exhibit C
Schedule 1
(2) Level 2: more senior in their support role, they assist front-line representatives and take on escalated
issues
(3) Level 3: assist in incident escalations and specialized client issues
(4) Level 4: responsible for the management of support teams for either a single product or a product
group
If a client feels they are not receiving the service needed , they may contact the appropriate Software Support
Manager. After receiving the incident tracking number, the manager will follow up on the open issue and
determine the necessary action to meet the client's needs.
On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler
encourages clients to communicate the level of urgency or priority of software support issues so that we can
respond appropriately. A software support incident can be escalated by any of the following methods:
(1) Telephone -for immediate response, call toll-free to either escalate an incident's priority or to
escalate an issue through management channels as described above.
(2) Email -clients can send an email to software support in order to escalate the priority of an issue
(3) On-line Support Incident Portal -clients can also escalate the priority of an issue by logg ing into the
client incident portal and referencing the appropriate incident tracking number.
Remote Support Tool
Some support calls require further analysis of the client's database, process or setup to diagnose a problem or
to assist with a question. Tyler will, at its discretion, use an industry-sta ndard remote support tool. Support is
able to quickly connect to the client's desktop and view the site's setup, diagnose problems, or assist with
screen navigation. More information about the remote support tool Tyler uses is available upon request.
32
Exhibit D
Statement of Work
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
33
Exhibit D
Statement of Work
Enterprise Group, Tyler Technologies
Prepared for:
Fresno County Recorder
Paul Dictos
2281 Tulare Street, Fresno, Cal iforn ia 93724
Prepared by:
Jon Phillips
5519 53 rd Street, Lubbock, TX 79414
Tyler Technologies, In c.
www.tylertech.com
34
Exhibit D
Exhibit D
Table of Contents
.! EXECUTIVE SUMMARY ............................................................................................................... 38
1.1 PROJECT OVERVIEW .......................................................................................................................... 38
1.2 PRODUCT SUMMARY ......................................................................................................................... 38
1.3 PROJECT TIMELINE ............................................................................................................................ 38
1.4 PROJECT METHODOLOGY OVERVIEW ................................................................................................... 38
i PROJECT GOVERNANCE ............................................................................................................. 39
2.1 CLIENT GOVERNANCE ........................................................................................................................ 39
2.1.1 Client Project Manager ......................................................................................................... 39
2.1.2 Steering Committee ............................................................................................................... 39
2.1.3 Executive Sponsor{s) .............................................................................................................. 40
2.2 TYLER GOVERNANCE .......................................................................................................................... 40
2.2.1 Tyler Project Manager ........................................................................................................... 40
2.2.2 Tyler Implementation Management ..................................................................................... 40
2.2.3 Tyler Executive Management ................................................................................................ 40
2.3 ACCEPTANCE AND ACKNOWLEDGMENT PROCESS ................................................................................... 40
1 OVERALL PROJECT ASSUMPTIONS ............................................................................................. 42
3.1 PROJECT. RESOURCES AND SCHEDULING ............................................................................................... 42
3.2 DATA CONVERSION ........................................................................................................................... 42
3.3 DATA EXCHANGES. MODIFICATIONS. FORMS AND REPORTS ..................................................................... 43
3.4 HARDWARE AND SOFTWARE ............................................................................................................... 4 3
3.5 ENVIRONMENTS AND DATABASES ........................................................................................................ 44
3.6 EDUCATION ...................................................................................................................................... 44
3.7 ASSUMPTION MITIGATION ................................................................................................................. 45
1 IMPLEME NTATION STAGE S ........................................................................................................ 46
4.1 WORK BREAKDOWN STRUCTURE (WBS) .............................................................................................. 4 6
4.2 INITIATE & PLAN (STAGE 1) ................................................................................................................ 48
4.2.1 Tyler Internal Coordination & Planning ................................................................................. 48
4.2.2 System Infrastructure Planning ............................................................................................. 4 9
4.2.3 Project/Phase Planning ......................................................................................................... 50
4.2.4 Project Schedule .................................................................................................................... 51
4.2.5 Stakeholder Presentation ...................................................................................................... 52
4.2.6 Control Point 1: Initiate & Plan Stage Acceptance ................................................................ 53
4.3 ASSESS & DEFINE (STAGE 2) ............................................................................................................... 54
4.3.1 Fundamentals Review ........................................................................................................... 54
4.3.2 Current/Future State Analysis ............................................................................................... 55
35
Exhibit D
4.3.3 Data Conversion Planning & Mapping .................................................................................. 56
4.3.4 Standard 3rd Party Data Exchange Planning ........................................................................ 57
4.3.5 Customization Analysis & Specification, if contracted .......................................................... 58
4.3.6 Forms & Reports Planning ..................................................................................................... 59
4.3.7 System Deployment ............................................................................................................... 60
4.3.8 Control Point 2: Assess & Define Stage Acceptance .............................................................. 61
4.4 BUILD & VALIDATE (STAGE 3) ............................................................................................................. 63
4.4.1 Configuration & Power User Training ................................................................................... 63
4.4.2 Data Conversion & Validation ............................................................................................... 64
4.4.3 Standard 3rd Party Data Exchange Validation ..................................................................... 65
4.4.4 Customization Delivery & Validation, if contracted .............................................................. 66
4.4.5 Forms & Reports Validation .................................................................................................. 67
4.4.6 Control Point 3: Build & Validate Stage Acceptance ............................................................. 68
4.5 FINAL TESTING & TRAINING (STAGE 4) ................................................................................................. 69
4.5.1 Cutover Planning ................................................................................................................... 69
4.5.2 User Acceptance Testing (UAT) ............................................................................................. 70
4 .5.3 End User Training .................................................................................................................. 71
4.5.4 Control Point 4: Final Testing & Training Stage Acceptance ................................................. 72
4.6 PRODUCTION CUTOVER (STAGE 5) ....................................................................................................... 73
4.6.1 Final Data Conversion, if applicable ......... : ............................................................................ 73
4.6.2 Production Processing & Assistance ...................................................................................... 74
4.6.3 Transition to Tyler Support .................................................................................................... 75
4.6.4 Schedule Post-production Services, if applicable .................................................................. 76
4.6.5 Control Point 5: Production Cutover Stage Acceptance ........................................................ 77
4. 7 PHASE/PROJECT CLOSURE (STAGE 6) ................................................................................................... 78
4. 7.1 Close Phase/Proiect ............................................................................................................... 78
4. 7.2 Control Point 6: Phase/Proiect Closure Stage Acceptance .................................................... 79
~ ROLE S AND RESPONSIBILITIE S .................................................................................................... 80
5.1 TYLER ROLES AND RESPONSIBILITIES ..................................................................................................... 80
5.1.1 Tyler Executive Management ................................................................................................ 80
5.1.2 Tyler Implementation Management ..................................................................................... 80
5.1.3 Tyler Proiect Manager ........................................................................................................... 80
5.1.4 Tyler Implementation Consultant .......................................................................................... 81
5.1.5 Tyler Sales .............................................................................................................................. 82
5.1.6 Tyler Software Support .......................................................................................................... 82
5.1. 7 Tyler Basic Network Support ................................................................................................. 82
5.2 COUNTY ROLES AND RESPONSIBILITIES ................................................................................................. 83
5.2.1
5 .2.2
5.2.3
5.2.4
County Executive Sponsor ..................................................................................................... 83
County Steering Committee .................................................................................................. 83
County Proiect Manager ....................................................................................................... 83
County Functional Leads ....................................................................................................... 84
36
Exhibit D
5.2 .5 County Power Users .............................................................................................................. 85
5.2.6 County End Users ................................................................................................................... 86
5.2. 7 County Technical Support ...................................................................................................... 86
5.2.8 County Upgrade Coordinator ................................................................................................ 86
5.2.9 County project Too/set Coordinator ...................................................................................... 86
5 .2.10 County Change Management Lead ....................................................................................... 86
~ GLOSSARY ................................................................................................................................. 88
?_ EAGLE RECORDER CONVERSION SUMMARY ............................................................................... 91
7 .1 EAGLE RECORDER -STANDARD ........................................................................................................... 91
37
1 Executive Summary
1.1 Project Overview
Exhibit D
The Statement of Work (SOW) documents the Project Scope , methodology, roles and responsibi lities,
implementation stages, and deliverables for the implementation of Tyler products.
The Project goals are to offer Fresno County Reco rde r the opportunity to make the County more
accessible and responsive to external and internal custome r needs and more efficient i n its operations
through:
Streamlining, automating, and integrating business processes and practices
Providing tools to produce and access i nformation i n a real-time environment
Enabling and empowering users to become more efficient, productive and respons ive
Successful ly overcoming current cha l lenges and meeting future goals
1 .2 Product Summary
Below, is a summary of the products included in t his Project, as well as reference to the County's
functiona l area utiliz ing the Tyle r p roduct(s). Refer to the Implementation Stages sectio n of this SOW for
information contain ing detailed service components.
[PRODUCTI
Eag le
[APPUCA TION]
Recorde r /Cle r k
1.3 Project Timeline
The Proj ect Time l ine estab li shes a start and end date for eac h Stage of the Project. Developed duri ng the
In it iate & Plan Stage and revised as mutua ll y agreed to, if needed, the t i mel i ne accounts for resource
avai lab i lity, business goals, size and comp lex ity of the Project, and task duration requirements.
1.4 Project Methodology Overview
Tyle r bases its i mplementation methodology on the Project Management lnstitute's (PMI} Process Groups
(Initiating, Planning, Executing, Monitoring & Con t rolling, and Closing). Using this model, Tyler developed
a 6-stage process spec ifica l ly designed to focus on critical project success measurement factors.
Tailored specifically fo r Tyle r's Publ ic Sector clients, the project methodology co ntains Stage Acceptance
Contro l Po i nts throughout each Phase to e nsure adherence to Scope , budget, timel ine control s, effective
commun icat ions, and quality standards. Clearly defined, the project methodology repeats cons istently
across Phases, and is scaled to meet the County's complexity, and organizational needs.
38
Exhibit D
2 Project Governance
The purpose of this section is to define t he resou rces required to adequately establish the business
needs, objectives, and priorities for the Project; communicate the goals to other project partic ipants; and
p rovide support and gu idance to accomplish these goa ls. Proj ect governance also defines the structure
for issue escalation and reso l ution, Change Control review and autho ri ty, and organizationa l Change
Management activities.
The preliminary governance structure estab l ishes a clear escala ti on path when issues and risks requ ire
esca lation above the Project Manager level. Fu rth er refinement of the governance structure , related
processes, and spec ific roles and responsib il ities occurs during the Initiate & Plan Stage.
The path below il l ustrates an ove rall team perspective where Tyler and the County collaborate to resolve
project cha l lenges according to defined esca lation paths. In the event Project Managers do not possess
authority to determ ine a solut ion, resolve an issue, or mitigate a risk, Tyler implementation management
and the County stee ring committee become t he escalation points to triage responses pr ior to escalat ion
to the County and Tyle r executive sponsors. As part of the escalatio n process, each project governance
tier presents recommendations and supporting information to facilitate know ledge transfer and issue
reso l ution. The County and Tyler executive sponsors serve as t he final escalation po i nt.
2.1 Client Governance
Depending on the County's organizational structure and si ze, the fo ll owing governance ro les may be filled
by one or more people:
2.1.1 Client Project Manager
The County's Project Manager(s) coordinate project team members, subject matter experts, and the
ove ral l implementation schedule and serves as the primary point of contact w ith Tyler. The County
Project Manager(s) will be responsib le for reporting to the County steering committee and determ i ning
appropriate escalation points.
2.1.2 Steering Committee
The County steering comm ittee understands and supports the cultura l change necessary fo r the Project
and fosters an appreciation of the Project's value throughout the organizatio n . Oversees the County
Project Manager(s) and the Project as a whole and through partic i pation in regular internal meetings, the
County stee ring committee remains updated on al l project prog ress, project decis ions, and achievement
of project m il estones. The County steering comm ittee also provides support to the Coun t y Proj ect
Manager(s) by commun icat i ng the i mportance of the Project to all impacted departments. The County
steering committee is responsible for ensurin g the Project has appropriate resou rces, provi des strategic
direction to the project team, fo r mak ing timely dec isions on critica l project issues or policy decisions. The
Coun ty stee ring committee also serves as primary level of issue resolution for the Project.
39
Exhibit D
2.1.3 Executive Sponsor(s)
The County's executive sponsor provides support to the Project by al locating resources, providing
strategic direction, and communicating key issues about the Project and the Project's overall importance
to the organization. When called upon, the executive sponsor also acts as the final authority on al l
escalated project issues. The executive sponsor engages in the Project, as needed, in o rde r to provide
necessary support, overs ight, gu ida nce, and escalation, but does not partici pate in day-to-day project
activities. The executive sponsor empowers the County steering comm ittee, Project Manager(s), and
Functional Leads to make critical business decisions for the County.
2.2 Tyler Governance
2.2.1 Tyler Project Manager
The Tyler Project Manager(s) have direct involvement with the Project and coordinates Tyler project team
members, subject matter experts, the overall i mplementation schedule, and serves as the primary point
of contact w ith the County. As requested byt the County, the Tyler Project Manager(s) provide regular
updates to the County's steering committee and other Tyler governance members.
2.2.2 Tyler Implementation Management
Tyler implementation management has i ndirect invo lvement with the Project and i s part of the Tyler
escalation process. Tyler Project Manager(s) consult implementation management on issues and
outstanding decisions critica l to the Project. Implementation management works toward a solution w ith
the Tyler Project Manager(s) or w ith the County management, as approp riate. Ty ler executive
management is the escalation poi nt for any issues not resolved at this level. The name(s) and contact
information for th is resource will be provided and available to the p roject team.
2.2.3 Tyler Executive Management
Ty ler executive management has indirect invo lvement with the Project and is part of the Tyler escalation
process. This team member offers add it ional support to the project team and co ll aborates with other
Tyler department managers, as needed, i n order to esca late and facilitate implementation project tasks
and decisions. The name(s) and contact information for this resource wi ll be provided and available to the
project team.
2.3 Acceptance and Acknowledgment Process
Al l Deliverables and Contro l Points must be accepted or acknow ledged following the process be low.
Acceptance requ i res a forma l sign -off while acknowledgement may be provided without formal sign-off at
the time of de li very. The following process will be used for accepting or acknowledging Deliverables and
Contro l Po i nts:
• The County shall have five (5) business days from t he date of delivery, or as otherwise mutually
agreed upon by the parties in writing, to accept or ac knowledge each Delive rable or Control
40
Exhibit D
Point. If the County does not provide acce ptance or acknowledgeme nt withi n f ive (5) bus i ness
days, o r the othe rw ise agreed upon t i meframe, not to be un reasonably w ithheld, Tyler deems the
De li verable or Contro l Po i nt as accepted.
• If the Cou nty does not agree the partic ular Deliverab le or Contro l Point meets requ i rements, the
County shall notify Tyler Project M anager(s), i n w riting, w ith reasoning within five (5) business
days, or the otherwise agreed -upon timeframe, not to be un reasonably w ithheld, of receipt of
the Del iverable.
• Ty ler shall address any deficiencies an d rede l iver the Deliverable or Contro l Point. The Cou nty
sha l l then have two (2) busi ness days from receipt of the redelivered Deliverable or Control Point
to accept or aga i n subm it written notificat io n of reasons for rejec t ing the mi les t one. If the Coun t y
does not provide acceptance o r acknowledgemen t within t w o (2) business days, o r the otherwise
ag reed upon timeframe, not to be unreasonab ly w ithheld, Ty ler deems the Delive rable o r Co nt ro l
Point as accep t ed.
41
3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
Exhibit D
• Project activities wil l begin, as mutually agreed to, after the Agreement has been fully executed.
• The County and Tyler can allocate additiona l internal resources if needed. The County also
ensures the al ignment of their budget and Scope expectations.
• The County and Tyler ensure that the assigned resources are available, they buy-into the change
process, and they possess the requ ired business knowledge to complete the ir ass igned tasks
successfully. Should there be a change in resources, the replaceme nt resource should have a
comparable leve l of availability, buy-in, and knowledge.
• Tyler and the County provide adequate resources to support the efforts to complete the Project
as schedu led and with i n the constraints of the project budget.
• Abbreviated t i melines and ove rlapped Phases can result in project de lays if there are not
suffic ient resources assigned to comp lete al l requ i red work as schedu led.
• Changes to Project Plan, availability of resources or changes in Scope may result in schedu le
delays, which may result in additiona l charges to the Project.
• Tyler provides a written agenda and notice of any prerequis ites to t he County Project Manager(s)
ten {10) bus in ess days prio r to any scheduled on site or remote sessions.
• Tyler provides notice of any prerequisites to the County Project Manager(s) a minimum of ten
(10) bus i ness days prior to any key deli verab le due dates.
• County users complete prerequisites prior to applicab le schedu led activities.
• Tyle r provides guidance for configuration and processing options available w ithin the Tyler
software. The County is responsible fo r maki ng decisions based on the options availab le.
• In the event the County may e lect to add and/or modify current business policies during the
course of this Project, such policy changes are solely the County's responsibi l ity to define,
document, and i mplement.
• The County makes timely Project related decis ions in o r der to achieve scheduled due dates on
tasks and prepare for subsequent training sessions. Decisions left unmade may affect the
schedu le, as each analysis and i mple mentation sess ion builds on the decisions made in prior
sessions.
• Tyler cons iders additiona l services out of Scope and requ ires additional time and costs be
requested via Change Request approved through the Change Contro l process.
• The County wil l respond to i nformation requests in a comprehensive and time ly manner, in
accordance with the Project Plan.
3.2 Data Conversion
• Th e Co u nty is readily able to produce the needed data files from a static database for co nversion
from the Legacy System to provide them to Tyler on the specified due date(s). At the time the
42
Exhibit D
Legacy System data fi le is extracted, the County wil l produce reports and detail screen captures
to reconci le t he converted data.
• Each Legacy System data file submitted for conversion includes all associated records in a si ngle
approved file layout.
• The County will grant Ty ler access to the Legacy System to assist with understanding data
relationships to improve the accuracy and qual ity of the converted data .
• The County understands the Legacy System data fi le must be in the same format each time unless
changes are mutually agreed upon in advance. If not, negative impacts to the schedule, budget,
and resource availab il ity may occur and/or data in the new system may be incorrect.
• During this process, the County may need to correct data scenarios in their Legacy System prior
to the f i na l data pull. This is a complex activity and requ i res due d il igence by the County to ensure
all data pulled i ncludes all required data and the Tyler system contains properly mapped data .
• During Production Cutover, the County may need to manua l ly add or correct data after data has
been loaded into the production database as mutually agreed to prior to the load.
3.3 Data Exchanges, Modifications, Forms and Reports
• The County ensures the 3rd party data received conforms to a Tyler standard format.
• The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to manipulate the data received.
• Cl ient is on a supported, compatible version of the 3 rd party software or Tyler Standard Data
Exchange too ls may not be avai lab le.
• The County is w il ling to make reasonab le bus i ness process changes rather than expecti ng the
product to conform to every aspect of their current system/process.
• Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested after contract signing have the potential to change cost, Scope, schedu le, and
production dates for project Phases . Modifi cation requests not in Scope must fo l low the Project
Change Contro l process.
• The County's t esting environment contains the Tyler software version required for delivery of the
Modification prior to the scheduled delivery date for testing
• The County is responsible for verifying the performance of the Modifi cation as defined by the
specification
3.4 Hardware and Software
• Tyler will initial ly instal l the most current general ly available version of the purchased Tyler
software.
• The County wil l provide network access for Ty ler modules, printers, and Internet access to all
applicab le County and Ty ler project staff.
• The County has in place all hardware, software, and technical infrastructure necessary to support
the Project.
43
Exhibit D
• The Coun ty's system ha rdware and software meet Tyler standards to ensure sufficient speed and
operabil ity of Ty le r software. Ty ler will not support use of software if the County does not meet
minimum standa rds ofTyler's published specifications.
3.5 Environments and Databases
• Tyler will establish three (3) software environments and three (3) databases for the Project. The
environments will be production, train and test. Each environment wi ll have a corresponding
database named the same as the environments; production database, tra in database and test
database
• The test environment w i ll be used by Tyle r to bui ld the so l ution. Tyler will use the test database
for testing and reviewing converted data . Tyler will also use the test database to present
completed Deliverab les to the County for acceptance. Once Deliverab les have been accepted,
they will be moved to the production and train envi ronments
• The train database will be used by the County for reviewing the converted data, testing, and
training
• At Production Cutover the production database wi ll be used for processing dai ly functions
3.6 Education
• Throughout the Project lifecycle, the County provides a training room for Tyler staff to transfer
knowledge to the County's resources, for both onsite and remote sessions. The County will
provide staff with a location to practice what they have learned without distraction. If Phases
overlap, the County will provide multip le training facil ities to all ow for independent sessions
scheduling without conflict.
• The train i ng room is set up in a classroom setti ng. The County determines the number of
workstat ions i n the room. Tyler recommends every person attending a scheduled sess ion w ith a
Tyler Consu ltant or Trainer have their own workstat ion. However, Tyler requires there be no
more than two (2) people at a given workstat ion .
• The County provides a workstation which connects to the Ty ler system for the Tyler trainer
conducting the session. The computer connects to a County provided projector, all owing all
attendees the ab i lity to actively engage in the training session.
• Tyler is responsib le for providing formal training on all functional areas of the software to the
County's designated Power Users. The County will designate up to fi fteen (15) Power Users for
any specific class. The Power Users will vary based on agenda topics and area of the assessment
office that the class perta i ns to. Power Users wi ll then be empowered with the knowledge to
conduct training to County End Users. In addition, informal education will occur leading up to the
forma l training sessions. Every time Tyler resources work with County staff to demonstrate a
specific function/feature/executable with the County is an opportunity to better understand and
appreciate the Tyler so l ution
• Tyler will conduct one (1) formal train i ng sess ion for each of the functiona l areas of the software.
The functional areas covered will allow the County to utilize the software. The County is
responsible for assigning the appropriate Power Users to attend these sessions
44
Exhibit D
• Ty ler follows a train -the-trainer approach to allow County Power Use rs attending the sessions to
disseminate the knowledge be i ng learned during Tyler lead sessions to other County users
• Users performing User Acceptance Testing (UAT) have attended al l applicab le training sessions
prior to performing UAT.
3. 7 Assumption Mitigation
• In the event that any assumpt ions are not met or prove to be inva lid the parties agree to work in
good faith to mitigate any resulting issues
45
Exhibit D
4 Implementation Stages
4.1 Work Breakdown Structu re (WBS)
The Work Breakdown Structure (WBS) is a hierarch ical representation of a Project or Stage broken down
into smaller, more manageable components. The top leve l components are called "Stages" and the
second level components are called "work packages." The work packages, shown below each Stage,
contain the h igh -leve l wor k to be done. The detai led Project Plan, deve loped during Initiate & Plan and
fina l ized duri ng Assess & Define, w i ll list the tasks to be completed within each work package . Each Stage
ends with a "Control Point", confirming the work performed during that Stage of the Project.
46
• -If included in project scope
47
Exhibit D
1.6 .0
Phase/Project
Closure
Li,1
ao.. ,,.,. .. ,
Project
1.,.1
CONTROi. POINT
6: ,.,.../Project
ClosuN Stap
~
Exhibit D
4.2 Initiate & Plan (Stage 1)
The Initiate & Plan Stage creates a foundation for the Project through identification of County and Tyler
Project management teams, deve lopment of implementation management plans, and the provision and
discussion of system infrastructure requirements. County participation in gathering i nformation is crit ical.
Tyler Project management teams present initial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Planning
Pr ior to Project commencement, Tyler management staff assigns Project Manager(s). Tyler provides the
County with initial Project documents used in gathering basic information, which aids in preliminary
planning and scheduling. County participation in gathering requested information by provided deadlines
ensures t he Project moves forward in a timely fashion. Internal ly, the Tyler Project Manager(s) coordinate
with Sa les to ensure transfer of vita l information from the sales process prior to schedu l ing a Project
Planning Meeting with the County's team. During this step, Tyler will work with the Client to establish the
date(s) for the Project/Phase Planning session.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consu lted I = Informed
STAGE 1 Tyler Internal Coordination & Planning
TY LER CLIENT
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Assign Tyler Project Manager A R I I I
Provide i nit ial Project documents to
A I R C I
Clie nt
Sa les to Implementation knowledge
A I R C transfer
Internal planning and phase
A R C coordination
48
Exhibit D
4.2.2 System Infrastructure Planning
The County provides, purchases or acquires hardware accord i ng to hardware spec ifications provided by
Tyler and ensures it is availa ble at the County's si t e. The County completes the system i nfrastructure
aud i t , ensuring v ital system infrastructure information is available to the Tyler implementation team, and
ve rifies al l ha rdware compatibilit y w ith Tyler solut ions.
RACI MATRIX KEY : R = Responsib le A = Accountab le C = Consu lted I = Informed
STAGE 1 Tyler Internal Coord ination & Plann ing
TYLER CLIENT
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Instal lation I C A R
In sta ll system hardwa re, if appl icable I C A R
Comp lete system infrastructure audit I C A R
49
Ex hib it D
4.2.3 Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract, software, data conversions
and services purchased, identify Applications to implement in each Phase (if applicab le), and discuss
implementation timeframes. The Ty ler Project Manager(s) deliver an Implementation Management Plan,
which is mutuall y agreeab le by County and Tyler.
RACI MATR IX KEY: R = Responsible A = Accountab le C = Consulted I = Informed
STAGEl Tyler Internal Coordination & Pl anning
TYLER CLIENT
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plan
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50
Exhibit D
4.2.4 Project Schedule
Client and Tyler wil l mutually develop an initial Project schedule. The i nitial schedule inc l udes, at
minimum, enough detail to begin Project activities while the detai led Project Plan/schedu le is being
developed and refined.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Tyler Internal Coord ination & Plann ing
TYLER CLIENT
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Deliver Project Plan and schedule for
A R I I I C C I I I Project Phase
Client reviews Project Plan & initial
C I A R C C C schedule
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I I A R C C I I I I schedule
51
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Exhibit D
4.2.5 Stakeholder Presentation
County stakeho lders join Ty ler Project Management to communicate successful Project criteri a, Project
goals, Deliverables, a high-level milestone schedule, and roles and responsibi l iti es of Project participants.
RACI MATRIX KEY: R = Responsible A = Accountab le C = Consulted I = Informed
STAG E 1 Tyler Internal Coord ination & Plan nlns
TYLER CLIENT
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Present overview of Project
Deliverables , project schedule and A R I I I I C I I I I I I I
roles and responsibilities
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I R C A C I I C I I criteria and goals
52
Exhibit D
4.2 .6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Assess & Define Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.2.6.1 Initiate & Plan Stage Deliverables
• Implementation Management Plan
o Objective: Update and deliver base line management p lans to reflect the approach to
the County's Project.
o Scope: The Implementation Management addresses how communication, quality
contro l, r isks/issues, resou rces and schedules, and Software Upgrades (if applicable)
wil l be managed throughout t he li fecycle of the Project.
o Acceptance criteria: County reviews and acknowledges Implementation Management
Plan
• Project Plan/Schedule
o Objective: Provide a comprehensive list of tasks , t i me l ines and assignments related to
the Deliverables of the Project.
o Scope: Task list, assignments and due dates
o Acceptance criteria: County acceptance of schedule based on County resource
availa bility and Project budget and goals.
4.2.6.2 Initiate & Plan Stage Acceptance Criteria
• Hardware Installed
• System infrastructu re audit complete and verified
• Imp lementation Management Plan delivered
• Project Plan/Schedule delivered; dates confi rmed
• St akeho lder Presentation comp lete
53
Exhibit D
4.3 Assess & Define (Stage 2)
The primary objective of Assess & Define is to gather infor mation about current County bus i ness
processes and translate the material i nto future business processes us i ng Tyler App li cations. Tyler uses a
variety of methods for obtaining the information, all requiring County collaboration. The County shall
provide comp lete and accurate information to Ty ler staff for analysis and understanding of current
workflows and business processes.
4.3.1 Fundamentals Review
Fundamentals Review provides functional leads and Power Users an overa l l understanding of software
capabi l ities prior to beginning current and future state analysis. The primary goal is to provide a basic
understanding of system functionality, which provides a foundation for upcoming conve rsations
regarding f uture state processing. Tyler util izes a variety of methods for comp leting fundamentals
tra i ning including the use of elearning, videos, documentation, and wa l kthroughs.
RAC I MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE2 Tyler Internal Coordination & Planning
TYLER CLIENT
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prerequisites, if applicable
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present
I I A R C I
Facilitate fundamentals review A R I I I
54
Exhi bit D
4.3 .2 Current/Future State Analysis
County and Tyler evaluate current state processes, options within the new software, pros and cons of
each option based on current or desired state, and make decisions about future state configuration and
processing.
RACI MATRIX KEY: R = Responsible A= Accountable C = Consulted I = Informed
STAGE 2 Tyler Internal Coord ination & Plann ing
TYLER CLIENT
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C: C: C: a. 0 E Q) "O Q) V) ...., <1l Q) t:'. C tlO <1l tlO "O "O
C: 0 tlO 0 0 0. 0 <1l ::c Q) ... ·.;; 0 C: E <1l Q) <1l V) 0 <1l :;::; <1l :;::; 0. 0 0. 0. C: ....J C: V) ...., Q) 0 0 ~ <1l C: <1l ... ::, Vl 0 <1l ... C ....J ...., <1l ...., Q) Q) :;::; Vl u <1l m ~ Q) Q) V) 0 u C C: > a: <1l Q) ~ V) ... m Q) ~ C: N -> 010 C: ::::> E Q) I-Q) > Q) Q) o1j .E <1l :;::; ...., 0 Q) u ..., "O ·.::; E ..., E 0 .!:! C: u 010 ... t:'. V) ·c u u u V) ::, ·;:: :;::; Q) ::::> <1l ::, _g., Q) 0 C: Q) u C: <1l .c Q) ... Q) E V) u Q) '5' ~ 0. '5' 010 u 0. '5' a. <1l ..., .c _g., Q) Q) C <1l "O u 0. Q) ..., ... V) u X ..., ... :::, .c 0 Q) C: Q) ... X E ... E <1l 0 ::, Q) <1l w Vl a. u. u a. 0 w I-a. ::::> TASKS w a. 0 u. u I-Vl ..., ..., ..., ..., ..., ..., ..., ..., ...., ..., ..., ... ... .... ... ... .... ... ... ... C: C: C: C: C: C: C: C: C: C: C: Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) .~ ~ -~ I~ I~ I~ I~ .~ .~ B 1B 1B 1B 1B 1B B B 1R 1R 1R
Provide Current/Future State analysis
A R I C I I materials to the Co unty, as applicable
Conduct Cu r rent & Future State
ana lysis A R I C I C
Provide pros and cons of Tyler
A R I C I C software options
Make Future State Decisions
accord in g to due date in the Project I I C A R I C I
Plan
Record Future State dec isions A R I C I C
55
Exhi bi t D
4.3.3 Data Conversion Planning & Mapping
Th is enta ils the activities performed to prepare to convert data from the Coun ty's Legacy System
Applications to the Ty ler system. Tyler staff and the Co unty work together to complete Data Mapping for
each piece of data (as outli ned in the Ag reement) from the Legacy System to a location i n the Ty ler
system.
RACI MATRIX KEY: R = Respons ible A = Accountable C = Co nsulted I = Informed
STAG E 2 Tyler Internal Coordination & Plann ing
TYLER CLIEN T
V) V) I... -I... "O 0
I... C: C1J ro -ro E C1J ro C1J -V) ll _J C: tlO :5 t: I... E ro C1J -"O I...
C: V) C1J a. ro C1J C: I... 0 C: a. ... C1J 0 -I... ro 0 X X tlO I... C1J V)
E "O 0 ro C1J ~ u LU LU 0 t: 0 t I... u .s tlO I... V'I V) C1J ro
C: ... C: C: V) a. 0 .E C1J "O C1J V) -"O ro C1J 0 t: C tlO ro tlO "O C: 0 tlO 0 a. 0 ro :x: C1J ...
0 C: E ro C1J ro V) 0 ro .:; ro ·.::; ·;:;; a. 0 a. a. C: _J C V) -C1J 0 0 ~ ro C: ro ... :, V) 0 ro ... C _J -ro -C1J C1J .:; V) u ro "iii ~ C1J C1J V'I 0 u
C C > er: ro C1J ~ V) ... "iii C1J ~ C .!:::! -> tlO C :::, E C1J f--C1J > C1J C1J ~ ro 0 C1J u -"O E E 0 E .!:! ·.::; C -... t: V) ·c ·.::; t u V) :::, ·.::: u ·.::; tlO C1J :::, u ro :::, C1J C1J C1J E 0 C
V'I u C1J C1J u C ~ ro ~ C1J ...
u a. a. ro -~ Cl) "o' C ro a. "O u "5' tlO "5' ~ C1J a. C1J -... V) u X -... :, ~ 0 C1J C: C1J ... X E ... E ro 0 :, C1J ro LU V) a. u.. u a. 0 LU f--a. :::,
TASKS LU -a. -0 u.. u f--V) -----------... I... ... ... I... ... ... ... ... C C C C C C C C C C C C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J ~ I~ I~ I~ I~ .~ ~ ~ I~ ID ID ID ID B 1B 1B 1B 1n 1n 1n
Review contracted data conve rsion(s)
A R I C C C C options
Map data from Legacy System to Tyler
I C I
system A C C R
Pul l conversion data extract I I A C C R
Run ba lancing Reports for data pulled
I I A C R I and provide to Tyler
Review and approve i nit ial data
extract
A I C R I I
Correct issues with data extract, if
I C C A C C R needed
56
Exhibit D
4.3.4 Standard 3rd Party Data Exchange Planning
Standard Data Exchange tools are availab le to allow clients to get data in and out of the Tyler system with
externa l systems. Data exchange tools can take the form of Imports and Exports, and Interfaces.
A Standard Interface is a rea l-time or automated exchange of data between two systems. This cou ld be
done programmatically or through an API. It is Tyler's responsibility to ensure the Ty ler programs operate
correctly. It is the County's responsibility to ensure the third party program operates or accesses the data
correctly.
The County and Tyler Project Manager(s) will work together to define/confirm which Data Exchanges are
needed (if not outlined in the Ag reement). Ty ler will provide a file layout for each Standard Data
Exchange.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consu lted I = Informed
STAGE 2 Tyler Internal Coordination & Plann ing
TY LER CLIENT
Vl Vl L.. ..... '-" 0
'-C Q) ro ..... ro E Q) ro Q) :::. t Vl -' .SC ao t:'. E ro ::, Q) ..... " '-C Vl Q) a. ro Q) C 0 0 ro C a. L.. Q) Vl .... L.. 0 X X 00 '-Q) E 0 ro Q) ~ u LU LU 0 t:'. 0 ~ L.. Vl " u C 00 L.. Vl L.. V'.I Q) ro C 0 .E Q) " Q) V'.I ro C Q) C t:'. c.. C 00 00 " ..... " C 0 00 0 0 a. 0 ro ro :::c: Q) '-0 C E ro Q) ro Vl 0 ro :.:; ro ·.::; ·;:;; 0 a. a. C -' C Vl ..... Q) ~ ro C ro '-a. ::, Vl 0 ro '-C -' 0 0 .... ro .... Q) Q) :.:; Vl u ro iii ~ Q) Q) Vl 0 u C C > ~ ro Q) ~ V'.I '--
Q) Q) ~ Q) C N iii > ao C => E Q) ro I-Q) > ~ .E :.:; .... 0 Q) u ..... " E E 0 -~ C '-t:'. Vl ·c :.:; .... u ::, ·;:: u :.:; ao => u ro ::, u Vl C Q) C Q) ro Q) '-Q) Q) Q) E 0 Vl u Q) u ~ a. .c .5' ao u a. '5' a. ro ..... .c ~ Q) Q) '5' C ro " u Q) ..... Vl u X '-::, .c 0 Q) C Q) '-a. ro ..... X E '-E 0 ::, Q) ro LU Vl c.. u. u c.. a LU I-c.. => TASKS LU c.. a u. u I-V) ..... ..... .... ..... ..... ..... ..... ..... ..... ..... ..... '-L.. '-'-L.. L.. '-'-L.. C C C C C C C C C C C Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) Q) ~ ~ ~ ~ ~ ~ ~ ~ ~ B B B B B B B B R R R
Review Standard or contracted Data
Exchanges A R C I I C
Define or confirm needed Data
Exchanges I C A C C R
57
Exhibit D
4.3.5 Customization Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage. The County reviews the specifications and confirms they meet County's needs prior to
acceptance. Out of Scope items or changes to specifications after acceptance may require a Change
Request.
Tyler's intention is to minimize Customizations by using Standard functionality within the Application,
which may require a County business process change. It is the responsibility of the County to detail all of
their needs during the Assess and Define Stage. Tyler wil l write up specifications (for County approval) for
contracted program Customizations. Upon approval, Tyler will make the agreed upon Customizations to
the respective program(s). Once the Customizations have been delivered, the County will test and
approve those changes duri ng the Build and Validate Stage.
RACI MATR IX KEY: R = Responsible A = Accountab le C = Consulted I = Informed
STAGE 2 Tyler Internal Coord ination & Planning
TYLER CLIENT
V) V) '-..., '--0 0
'-C QJ "' ...,
QJ "' V) E QJ "' ..., V) ...J -= 00 "S t:'. t:'. E "' QJ ..., -0 '-C V) QJ "' C '-0
"' C a. a. '-QJ QJ V) 0 ...,
'-0 X X 00 '-QJ E -0 0 "' QJ ~ UJ UJ 0 0 ..., u t:'. +J '-V) "' u .!: 00 '-V) '-V) .E QJ -0 QJ V)
"' C C C t:'. a.. 0 C 00 <I> +J -0
0
QJ 0 a. 00 "' J: -0 QJ '-C 00 0 ·;;; 0 C 0 E "' QJ "' "' V) 0 "' :,-:; "' :,-:; a. 0 a. a. C ...J C V) +J QJ 0 0 ~ "' C "' '-:::J V\ 0 "' '-C ...J +J "' +J QJ QJ ·.;:; V\ u "' -;; ~ QJ QJ ~ 0 u C C > a: "' QJ ~ V) -;; QJ ~ C N -;; > 00 C ::> E QJ I-QJ > QJ QJ ~ .E :.:; C +J 0 QJ u +J -0 ·.;:; E +J E 0 .!:< u 00 '-t:'. V) ·c u u u V) :::J ·.: :.:; QJ ::> QJ "' :::J QJ QJ 0 C u QJ u C "' ~ '-u a. QJ a. "' E +J ~ V)
QJ
QJ "5' C "' ~ a. -0 u "5' ao ~ QJ QJ "5' +J '-V) u X +J '-:::J ~ 0 QJ C QJ '-a.
X E '-E "' 0 :::J QJ "' UJ V\ a.. u.. u a.. 0 UJ I-a.. ::> TASKS UJ a.. 0 u.. u I-V\ ..., +J +J +J +J +J +J +J +J +J +J '-'-'-'-'-'-'-'-'-C C C C C C C C C C C QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ QJ ~ ~ ~ ~ ~ ~ ~ ~ ~ B B B B B B B B fi fi fi
Analyze contracted custom program
requirements A C R C C I C C
Develop specification document(s) A I C R I I I I
Review specification document(s);
I C C A R I C C provide changes to Tyler, if applicable
Sign -off on specification document(s)
I I A R C I I C and authorize work
58
Exhibit D
4.3.6 Forms & Reports Planning
County and Tyler Project Manager(s) review Forms and Reporting needs. Items that may be included in
the Agreement are either Standard Forms and Reports or known/i nc luded Custom ization(s). Items not
included in the Agreement could be either County-developed Reports or a newly discovered
Customization that wil l require a Change Request.
RACI MATRIX KEY: R = Responsible A = Accountab le C = Consu lted I = Informed
STAGE 2 Tyter Internal Coord ination & Plannlns
TYLER CLIENT
V') V') .... .., .... "C 0 .... C C1J "' ..,
"' E C1J "' C1J ~ V') V')
....J C 00 t'. t'. E "' :,
C1J C1J .., "C ....
C V') a. "' C1J C .... 0 C a. .... C1J V') 0 .., .... "' 0 X X tlO .... C1J 0 "' C1J ~ u w w 0 t'. 0 .., E "C u C .., .... V') "' tlO ... V') .... V') .E C1J C1J V')
"' C C1J C C t'. (l. 0 C "C tlO C1J "C .., "C
C 0 tlO 0 0 a. 0 tlO "' "' :i:: C1J .... ·;;; 0 C E "' C1J "' V') 0 "' .:; "' ·.;::; a. 0 a. a. C ....J C l;'.? .., C1J 0 0 ~ "' C "' .... :, V) 0 "' C ....J .., "' .., C1J C1J .:; V) u "' "iii ~ C1J C1J V') 0 u C C > ex: "' C1J ~ V') .... "iii I-C1J C1J ~ C1J C N "iii > 00 C ::::> E C1J u C1J > E E 0 ~ .E u ·.;::; C .... 0 C1J .... t'. V') ·c .., "C ·.;::; .., u :, ·.::: u ·.;::; tlO ::::> u "' :, u V') 0 ·c C1J u C C1J "' .s::: C1J .... C1J C1J C1J E V') u C1J ~ a. ·o 00 u a. 'o a. "' .... .c _g/ C1J C1J 'o C "' "C u a. C1J .., .... V') u X .... .... ::, .s::: 0 C1J C <I> .... X E .... E "' 0 :, C1J "' w V) (l. u... u (l. 0 w I-(l. ::::> TASKS w -(l. -0 u... u I-V) .., .., .., .., .., .., ..., ..., ..., ..., ..., .... .... .... .... .... .... .... .... .... C C C C C C C C C C C C1J C1J C1J C1J C1J C1J C1J C1J C1J QI C1J C1J C1J C1J C1J C1J C1J C1J C1J C1J ~ ~ ~ ~ I ~ I~ I~ ~ ~ fj fj fj fj ID ID D B n n 1n
Review required Forms output A R C I C I
Review and complete Forms options
I I A R C and submit to Tyler
Review in Scope Reports A R I C C
Identify additional Report needs I C A R C
Add applicable tasks to Project A R I C C I I I sc hedule
59
°' 0 m ::, "' C -, ro "O (i;" g, 3 0 "O ro iil ..... ro "' "' "' ro X "O ro n ,.... ro 0.. )> -:,::, -n :, "' ..... "' = n 0 ::, ~ "' ~ ro 0.. "' 0 r "' -, ro 0 ::, "' ro < ro -, )> -:,::, -n -I )> Vl 7<: Vl Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Customization Programmers Tyler Technical Support Tyler Sales ~lient Executive Sponsor ~lient Steering Committee ~lient Project Manager ~lient Functional Leads ~lient Change Management Leads K:lient Power Users K:lient Department Heads K:lient End Users k:lient Technical Leads K:lient Project Toolset Coordinator K:lient Upgrade Coordinator ~ C) m "" =<! r m :,::, ~ ii" .., 5' Ii l ~ a 5' QI a. 0 :::, 11:0 -0 n iir :::, r :::, m Jr z -I :::0 Cl) -i ~ )> ~ ~ w n C -i :; ro ~ -..J ::::.. V, Cl) )> ..... -, -i :::; -i :::0 Cl) Cl) x "2.. g. v, ;,,;: a,::, < m ~ n· ~ ~ g~ Cl) :::0 3 V> 3 II O Cl) :::0 "'O < 0 Cl) Cl) r=;· Cl) V, -, Cl) "'O "'O a, V, -0 ~..... 0 :::, V, Cl) < !!?. a, a, 3 0-V, 3 ro ro -· Cl> )> X ::, ::::, "'O V, r+ 11 Cl) @" )> n -("') ~ V, 8 a_~ C Cl) ::, -, o:l" )> 0-"'O -"'O Cl) -n r=;· a, II .-+ n c5" 0 ::, :::, V, V, 0 C ::, ;:::. ..... Cl) :::; a_ Cl) -V, II Cl) -< ~ Cl) 0 -, ..., 3 ::::, Cl) 0 a_ ~ Cl) a_ 0 -, <J.. ii5" ::, ....... I 0-a, ::B l[,rj a_ ~ a, e: :::, a' a_ -· .... t::,
Exhibit D
4.3.8 Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage incl udes completion of al l crite r ia li sted be lo w. Advancement to the
Bui ld & Validate Stage is dependent upon Tyle r's recei pt of t he St age Acceptance .
4 .3.8.1 Assess & Define Stage Deliverables
• Comp leted analysis Questionn ai re
o Objective: Gather and document information re lated to County business processes
for cu rrent/future state analysis as it re lates to Tyler approach/solution.
o Scope: Provide comprehens ive answers to all questions on Questionna ire(s).
o Acceptance crite ria: County acceptance of completed Questionnaire based on
thoroughness of captu ring all County business practices to be ach ieved t h rough Ty ler
sol ut ion.
• Data conversion summary and speci f ication documents
o Objective: Define data convers ion approach and strategy
o Scope: Data conve rsion app roach defined, data extract strategy, conversion and
reconciliation strategy.
o Acceptance criteria : Data conve rsion document(s) delivered t o the County, reflecting
complete and accurate co nve rsion decisions.
• Customization spec if ication documents, if contra cted
o Objective: Prov ide comp rehensive outline of identified gaps, and how the custom
program meets the County's needs
o Scope: Design solution for Cus t omization
o Acceptance criteria: County accepts Custom Spec ification Document(s) and agrees
that the proposed solutio n meets their requ irements
• Completed Forms opt ions and/or packages
o Objective: Provide specifications for each County i n Scope form, Report and output
requirements
o Scope: Comp lete Forms package(s) inc l uded i n agreement and identify Reporting
needs.
o Accep t ance criteria: Ide ntify Forms cho ices and receive suppo rting documentation
• Insta ll ation chec klist
o Objective: Instal lation o f pu rchased Ty ler softwa re
o Scope: Tyle r will conduct an in itial coord i na t ion ca l l, perform an instal lation of the
software included in the Agreement, conduct follow up to ensure all tasks are
complete, and complete server system adm i nist rat ion training, unless the County is
hosted.
o Acceptance criteria: Tyle r so f tware is successfully insta ll ed and availab le to
authorized users, County team members are trai ned on applicable system
admin istration t asks.
61
Exhibit D
4.3.8.2 Assess & Define Stage Accepta nce Criteria
• Ty ler software is installed
• Fundamenta ls review is complete
• Requi red Fo r m information complete and prov ided to Tyle r
• Current/Future state analys is completed; Questionnaires de livered and reviewed
• Data conversion mapping and extractions completed and provided to Tyle r
62
Exhibit D
4.4 Build & Validate (Stage 3)
The objective of the Build & Val idate Stage is to prepare the software for use in accordance with the
County's needs identified during the Assess and Define Stage, preparing the County for Final Testing and
Training.
4.4.1 Configuration & Power User Training
Tyler staff co l laborates with the County to complete software configuration based on the outputs of the
future state analysis performed during the Assess and Define Stage. Tyler staff will train the County Power
Users to prepare them for the Validation of the software. The County col laborates with Tyler staff
iteratively to Validate software configuration.
RACI MATRIX KEY: R = Responsible A = Accountable C = Co nsulted I = Informed
STAGE3 Tyler Internal Coord ination & Plann ing
TYLER CLIENT
V, V, ... .... ... "O 0 ... C Q.) ro ...,
ro E Q.) ro Q.) .±! V, V, -' .!: tlO t:'. t:'. E ro :::> Q.) ..., "O ...
C V, Q.) ro C ... 0 ro C a. a. ... Q.) Q.) V, 0 ..., ... 0 X X tlO ... Q.) 0 ro Q.) ~ UJ UJ 0 0 ..., E "O u t:'. ..., ... V, ro u C tlO ... C V, ...
0 V) .E Q.) "O Q.) Q.) V) ro C Q.) C t Cl. C tlO ro tlO "O
..., "O
C 0 tlO 0 0 a. 0 ro :i:: Q.) ... ·.:;; 0 C a. E ro Q.) ro V) 0 ro ·.-:; ro ·.-:; a. 0 a. C -' C V) ..., Q.) 0 0 ~ ro C ro ... :::> V) 0 ro ... C -' ..., ro ..., Q.) Q.) .:; V) u ro -~ Q.) Q.) V, 0 u C C > er: ro Q.) ~ ro V) ... iii Q.) ~ C N iii > tlO C :::i E Q.) t-Q.) > Q.) Q.) ~ .g Q.) u E E 0 .E u ·.-:; C ..., ... t:'. V, ·c ..., "O ·.-:; ..... u :::> ·.::: u tlO :::i u ro :::> Q.) u Q.) V, 0 ·c u Q.) u C Q.) ro ~ Q.) ...
u a. Q.) a. ro E .... ~ V, Q.)
Q.) '5' C ro ~ a. "O u '5' tlO 'a' ..9:! Q.) a. Q.) .... ... V) u X ..., ... :::> ~ 0 Q.) C Q.) ... X E ... E ro 0 :::> Q.) ro w Cl. u.. u Cl. 0 w t-Cl. :::i UJ Cl. 0 u.. u t-V) V) TASKS ..., ..., ..., ..., ..., ..., ..., ..., ..., ..., ..., ... ... ... ... ... ... ... ... ... C C C C C C C C C C C Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) Q.) ~ 2- 2-I~ I~ .~ ~ ~ >-R ID ID D D R R R 1R 1R 1R
Perform configuration A R I R I
Power User process and Validation
A
training
R I C I C I
Va lid ate configuration I C A C R C
63
E xhibit D
4.4.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors. With assistance from the County, the
Tyler Data Conversion Team addresses items within the conversion program to provide the most efficient
data conversion possible. With guidance from Tyler, the County reviews specific data elements w ithin the
system and identifies and Reports discrepanci es in writing. Iteratively, Tyler co l laborates with the County
to address conversion discrepancies prior to acceptance.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consulted I = Informed
STAGE3 Tyler Internal Coordinati on & Plann ing
TYLER CLIENT
V) V) ... .., ... -0 0 ... C <ll ro ..,
<ll ro V) E <ll ro ::, V) ....J £ t:10 t'. t'. E ro ::::, <ll .., 'E ...
C V) <ll a. ro <ll C 0 C Cl. 00 0 ... ro X X .... <ll <ll V) ..,
0 E 0 ro <ll ~ u UJ UJ 0 .., 0 t: .... -0 u .!: t:10 .... V) .... .... V) .E V) <ll ro
ro C <ll C C t'. a.. 0 C <ll -0 t:10 <ll V) .., -0
C 0 t:10 0 0 a. 0 t:10 ro ro ::c -0 <ll .... ·.;; 0 C E ro <ll ro V) 0 ro ·.::; ro .:; a. 0 a. a. C ....J C V) .., <ll 0 0 ~ ro C ro .... ::::, Vl 0 ro ... C ....J .., ro .., <ll <ll ·.::; Vl u ro -;;; ~ <ll <ll V) 0 u C C > 0:: ro <ll ~ V) .... -<ll <ll ~ <ll C N -;;; > t:10 C ::> E <ll ro I-<ll > ~ .E .., 0 <ll u .., -0 E E 0 -~ .:; C .... t'. V) ·2 .:; .., u ::::, ·;;: u ·.::; t:10 ::> u ro ::::, u V) C <ll C <ll ro <ll ... <ll <ll <ll E 0 V) u <ll u :;: ..c 00 u 0.. ·o 0.. ro .., ..c ~ <ll <ll ·o C ro a. -0 u 'o <ll .., .... V) u X .... ::::, ..c 0 <ll C <ll ... a.
X E .... E ro 0 ::::, <ll
..,
0 ::> ro UJ Vl a.. u... u a.. UJ I-a.. TASKS UJ -a.. -0 u... u I-Vl .., .., .., .., .., .., .., .., .., .., .., .... .... .... ... .... ... ... ... .... C C C C C C C C C C C <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll <ll
I~ I~ I~ ~ ~ I~ I~ I~ I~ 15 B B B 1B 1B 1B 1B Ti Ti ITi
Write and run data conversion
program against Client data A I C R C
Complete initial review of data errors A I C R I I C
Review data conversion and submit
needed corrections I C I A C R C
Revise conversion program(s) to
A I C R I I C C correct error(s)
64
4.4.3 Standard 3rd Party Data Exchange Validation
Ty ler provides training on Data Exchange(s) and the County tests each Data Exchange.
RA CI MATRIX KEY: R = Respons ible A = Accountable C = Consulted I = Info rmed
STAGE3 Tyler lntemal Coordination & Planning
TYLER CLIENT
V> V> .., .... "'O .... C QJ ro ro E QJ QJ ±: t V> ....J 00 t:'. E ro ::, QJ ..,
C V> QJ a. ro QJ C
ro C a. .... QJ V> .... 0 X X 00 .... QJ E "'O QJ ~ u LU LU 0 t:'. 0 .., .... .., V> ro 00 .... V> .... V> .E QJ QJ ro C C C t:'. a. 0 C "'O 00 QJ QJ 00 C 0 00 0 0 a. 0 ro ro ::c ro .:; ro .:; ·.;; 0 C a. a. E ro QJ C V> a. 0 C ....J ..,
~ !3 C ro .... ::, V'l 0 ro .... C ro .., QJ QJ ·.;::; V'l u ro ro ~ QJ QJ > er:: ro QJ ~ V> (1J C ~ C ro C E QJ QJ C N > 00 ::, > ~ 0 QJ E E 0 .E u .:; C .., .... t:'. .:; ..., u ·c ::, ·c u ·.;::; 00 ::, QJ u QJ V> 0 u QJ u C QJ ro u a. (1J a. ro E .., .c V> QJ QJ ·a C ro ;: a.
QJ ·a ..., .... V> u ~ QJ .c 0 QJ X .., .... ::, X E .... E ro 0 ::, QJ ro LU V'l a. u.. u a. 0
TASKS LU a. -0 u.. u f-V'l ..., ..., .., ..., .., .., .., .... .... .... .... .... .... .... .... .... C C C C C C C QJ QJ QJ QJ QJ QJ (1J QJ QJ -~ -~ -~ -~ -~ -~ -~ ~ ~ ~ ~ I~ I~ ~ ~ ~ n I f'i n n I f'i n n
Tra i n Data Exchange(s) processing in
A R C I I I Tyler software
Coord inate 3rd Party Data Exc hange
act ivit ies I I A C C
Te st all Sta ndard 3rd party Data
I C A C I R Exchange(s)
65
Exhibit D
....
0 ..,
ro
C
"'O .... .... 0 0 ..,
0 ro u £ V> .., "'O "'O QJ .... ro ..!!l 0 QJ 0 ....J 0
V> 0 u -.... ro f-QJ QJ u V> ·c .., "'O ::, u ro .c QJ ....
"'O u 'o t>O
C a. (1J ....
LU f-a. ::, ..., ..., .., ..,
C C C C -~ QJ QJ QJ
n 7 l i""i 1R
C I
R
C
Exhibit D
4.4.4 Customization Delivery & Validation1 if contracted
Tyler del ivers in Scope Customization(s) to the County for preliminary testing. Final acceptance will occur
during the Fina l Testing and Training Stage .
RACI MATRIX KEY: R = Responsible A= Accountable C = Consulted I= Informed
STAGE3 Tyler Internal Coordinati on & Planni ng
TYLER CLIENT
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Develop and deliver contracted
A I C I R I C I C I C custom program(s)
Test contracted custom program(s) in
I C C A C R C isolated database
Report discrepancies between
spe ci ficat ion and delivered contracted I I I A R C C
custom program(s)
Make corrections to contracted
custom program(s) as required A I C I R I C C I
66
Exh ibit D
4.4.5 Forms & Reports Validation
Ty ler provides training on Standard Forms/Reports and the County tests each Standard Form/Report.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consulted I = Informed
STAGE3 Tyler Internal Coordination & Plann ing
TYLER CLIENT
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Sta ndard Forms & Report Training A R I C C I
Test Standard Forms & Reports I C C A C R C
67
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Exhibit D
4 .4 .6 Control Point 3: Build & Validate Stage Acceptance
Acceptance criteria for this Stage includes all criteria l isted be low. Advancement to the Final Testing &
Training Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.4.6.1 Build & Validate Stage Deliverables
• Initial data conversion
o Objective: Convert Legacy System data into Tyler system
o Scope: Data conversion program comp lete; de liver converted data for review
o Acceptance criteria: Initia l error log avai lable for revi ew
• Data conversion verification document
o Objective: Prov ide instructions to the County to verify converted data for accuracy
o Scope: Provide self-guided instructions to verify specific data components in Tyler
system
o Acceptance criteria: County accepts data conversion delivery; County comp letes data
issues log
• Installation of Customizations on the County's server(s) *except for hosted Clients
o Objective: Deliver Customization(s) in Ty ler software
o Scope: Program for Customization is complete and ava i lable in Tyler software,
Customization testing
o Acceptance criteria: Delivery of Customization(s) resu lts in objectives described in the
County-signed specification.
• Standard Forms & Reports Delivered
o Objective: Provide Standard Forms & Reports for review
o Scope : Installation of all Standard Forms & Reports inc l uded in the Agreement
o Acceptance criteria: Standard Fo rms & Reports available in Ty ler software for testing
in Stage 4
4 .4.6.2 Build & Validate Stage Acceptance Criteria
• Application configuration completed
• Standard Forms & Reports delivered and availab l e for testing i n Stage 4
• Data conversions (except final pass) de l ivered
• Standard 3rd party Data Exchange training provided
• Custom i zations delive red and avai lab le for testing in Stage 4
• The County and Ty ler have done a review of primary configuration areas to Validate
completeness and readiness for testing and acceptance in Stage 4.
68
E xhibit D
4.5 Final Testing & Training {Stage 4)
During Fina l Test i ng and Train i ng, Tyler and the County review the fina l Cutover plan. A critical Project
success factor is the County understanding the importance of Fina l Test i ng and Train i ng and dedicating
the resources requi red for testing and tra i ning efforts in order to ensure a successfu l Production Cutover.
4.5.1 Cutover Planning
County and Tyler Project Manager(s) discuss fina l preparations and critical dates for Production Cutover.
Tyler delivers a Production Cutover Checklist to outline Cutover tasks to he l p prepare the County for
success.
RACI MATRIX KEY: R = Responsible A = Accountab le C = Cons u lted I = Informed
STAGE4 Tyler Internal Coordination & Planning
TYLER CLIEN T
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Cutover Planning Session A R C I C C C C C C
Develop Production Cutover Checkl ist A R C I I C C I I C
69
Exhibit D
4.5.2 User Acceptance Testing (UAT)
The County performs User Acceptance Testing to verify software readiness for day-to-day business
processing. Tyler provides a Test Plan for users to follow to ensure proper Validation of the system .
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE4 Tyler Internal Coordination & Plann ing
TYLER CLIENT
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Deliver Test Plan for User Acceptance
A R C I I Testing
Perform User Acceptance Testing I C A R C C C I I C
Accept custom program(s), if
I I I A R C I C C applicable
Validate Report performance I C C A C R C
70
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I
Exhibit D
4.5.3 End User Training
End Users attend tra ining sessions to learn how to uti lize Ty ler software. Training focuses primarily on
day-to-day County processes that wil l be delivered via group training, webinar, elearnings and/or live
t raining sessions.
Un less stated otherwise in the Agreement, Tyler provides one occurrence of each schedu led training or
implementation topic with up to t he maximum number of users as defined i n the Agreement, or as
otherwise mutually agreed. County users who attended the Tyler sessions may train any County users
not able to attend the Tyler sessions or additional sessions may be contracted at the applicable rates for
training.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consu lted I = Informed
STAGE4 Tyler Internal Coordination & Planning
TYLER CLIENT
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I~ I~ I~ :~ ~ ~ ~ ~ I~ 1B 1B B B 1B 1B 1B 1B 1R R R
Conduct user training sessions A R C I I I I I
Conduct additiona l End User train ing
sess ions I I A C I R I I I I
71
Exhibit D
4.5.4 Control Point 4 : Final Testing & Training Stage Acceptance
Acceptance criteria for thi s Stage includes all criteria listed below. Advancement to the Production
Cuto ver Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.5.4.1 Final Testing & Training Stage Deliverables
• Production Cutover checklist
o Objective: Provide a deta i led checklist outlining tasks necessary for production
Cutover
o Scope: Dates for final conversion, date(s) to cease system processing in Legacy
System, date(s) for first processing in Tyler system, conti ngency plan for processing
o Acceptance criteria: Definition of all pre-production tasks, ass ignment of owners and
estab li shment of due dates
• User Acceptance Test Plan
o Objective: Provide test i ng steps to gu ide users through testing business processes in
Tyler software.
o Scope: Test ing steps for Standa rd business processes.
o Acceptance criteria: Testing steps have been provided for Standard business
processes.
4.5.4.2 Final Testing & Training Stage Acceptance Criteria
• Production Cutover Checklist delivered and reviewed
• Custom ization(s) tested and accepted, if applicable
• Sta ndard 3rd party Data Exchange programs tested and accepted
• Standard Forms & Reports test ed and accepted
• User acceptance testing completed
• End User training completed
72
Exhibit D
4.6 Production Cutover (Stage 5)
County and Tyler resources complete tasks as outlined in the Production Cutover Plan and the County
begins processing day-to-day business transactions in the Tyler software. Fo ll owi ng production Cutover,
the County trans it ion s to the Tyler support team for ongo i ng support of the App l ication.
4.6.1 Final Data Conversion, if applicable
The County provides final data extract and Reports from the Le gacy System for data conversion and Tyler
executes final data convers ion. The County may need to manually enter into the Tyler system any data
added to the Legacy System after final data extract.
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consu lted I = Informed
STAGES Tyler Internal Coordination & Plannlng
TYLER CLIENT
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Provide final data extract C I I A C I I I I R
Provide final extract balancing Reports I I A C R I
Convert and deliver fina l pass of data A I I R I I I C
Validate fina l pass of data I C C I A C R C
Load f ina l conversion pass to
I I I A C I C R Production environment
73
Exhibit D
4.6.2 Production Processing & Assistance
Ty ler staff collaborates w ith the County during Production Cutover activities. The County transitions to
Ty ler software for day-to day busi ness processing .
RACI MATRIX KEY: R = Responsib le A = Accountable C = Consulted I = Informed
STAGES Tyler Internal Coordination & Plannlns
TYLER CLIENT
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Production processing C C I I A R R R R R R I
Provide production ass istance A R C I C C C C C C
74
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I
E xhibit D
4 .6.3 Transition to Tyler Support
Tyle r Project Manager(s) introduce the County to the Tyler Support team, who provides the County with
day-to-day assistance fol lowing Production Cutover.
RAC I MATRIX KEY: R = Respons i ble A = Accountable C = Consulted I = Informed
STAGE S Tyler Internal Coo rd ina tion & Plann ins
TYLER CLIENT
V, V, .... .... .... "'O 0 .... C Q) "' ....
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Develop internal support plan I A R C C C C C C C
Conduc t transfer to Support meeting A I C R C C C C I I C I I
75
Exhibit D
4.6.4 Schedule Post-production Services, if applicable
Tyler provides post-production services if included in the Agreement. Prior to scheduling services, the
Tyler Project Manager(s) col laborate with County Project Manager(s) to identify needs.
RACI MATR IX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGES Tyler Internal Coordination & Planning
TYLER CLIEN T
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Identify topics for post-production
C C A R I C I services
Schedu le services for post-production
A R I C C I C I topics
76
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Exhibit D
4.6.5 Control Point 5 : Production Cutover Stage Acceptance
Acceptance criteria for this Stage includes all criteria l isted be low. Advancement to the Phase/Project
Closure Stage is dependent upon Tyler's receipt of this Stage Acceptance.
4.6.5.1 Production Cutover Stage Deliverables
• Final data conversion, if app l icab le
o Objective: Ensure (in Scope) Legacy System data is avai lable in Ty ler software in
preparation for production processing.
o Scope: Final passes of all conversions completed in this Phase
o Acceptance criteria: Data is avai lable in production environment
• Support transition documents
o Objective: Define strategy for on-going Tyler support
o Scope: Define support strategy for day-to-day processing, conference call with
County Project Manager(s) and Tyler support team, define ro les and responsibilities,
define methods for contacting support
o Acceptance criteria: the County receives tools to contact support and understands
proper support procedures.
4.6.5.2 Production Cutover Stage Acceptance Criteria
• Fina l data conversion(s) delivered
• Processing is being done in Ty ler production
• Transition to Tyle r support is completed
• Post -live services have been scheduled, if applicable
77
Exhibit D
4. 7 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of al l products purchased and encompassed in the
Phase or Project. The County moves into the next cycle of their relationship with Ty ler (next Phase of
implementation or long-te rm relationship with Ty ler Support).
4.7 .1 Close Phase/Project
The County and Tyler Project Manager(s) review the list of outstand i ng Project activities and deve lop a
plan to address them. The Ty ler Project Manager(s) review the Project budget and status of each contract
De liverable with the County Project Manager(s) prior to closing the Phase or Project.
RACI MATRIX KEY: R = Respons i ble A = Accountable C = Consulted I = Informed
STAGE6 Tyler lntemal Coordination & Planning
TYLER CLIENT
V, V) L.. .... L.. -0 0
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...., a. u. u a. 0 w I-a. ::> V) TASKS w -a. -0 u. u I-V) -...., ...., ...., ...., ...., .... .... ...., .... .... L.. L.. ... L.. ... ... ... L.. L.. C C C C C C C C C C C QI QI QI QI QI QI QI QI QI QI QI QI QI QI QI QI QI QI QI QI 12' 12' 12' 2-2-2-12' I ~ I~ 1B B B B 1B 1B 1B 1B fi fi fi
Rev iew outstanding Project activities A R C C C I C I C and deve lop action plan
Review Project budget and status of A R I I C contract De l iverables
78
Exhibit D
4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Th is is the final acceptance for the
Phase/Project.
4.7.2.1 Phase/Project Closure Stage Deliverables
• Phase/Project reconciliation report
o Objective: Provide comparison of contract Scope and Project budget
o Scope: Contract Scope versus actual, analys is of services provided and remaining
budget, identify any necessary Change Requests or Project activity.
o Acceptance criteria: Acceptance of services and budget analysis and plan for changes,
if needed.
4.7.2.2 Phase/Project Closure Stage Acceptance Criteria
• Outstanding Phase or Project ac t ivities have been documented and assigned
• Phase/fi nal Project budget has been reconciled
• Ty ler Deliverab les for the Phase/Project are complete
79
5 Roles and Responsibilities
5.1 Ty ler Roles and Responsibilities
Exhibit D
Tyler assigns Project Manager(s) prior to the start of each Phase of the project. The Project Manager
assigns additiona l Tyler resources as the schedu le develops and as needs arise. One person may fill
mu lt i ple project roles .
5.1.1 Tyler Execut ive Management
• Provides clear direction for Ty ler staff on executing on the project de li verables to align with
satisfying the County's overall organ iz ational strategy
• Authorizes required project resources
• Resolves all decisions and/or issues not resolved at the i mplementation management level as part
of the escalation process
• Offers additional suppo rt to the project team and is able to work w ith other Tyler department
managers in order to escalate and faci li tate implementation project tasks and decisions
• Acts as the counterpart to the County's executive sponsor
5.1.2 Tyler Implementation Management
• Acts as the counterpart to the County steering committee.
• Assigns initial Ty ler project personnel
• Works to resolve all decisions and/or issues not resolved at the project Management level as part
of the escalation process
• Attends County steering committee meetings as necessary
• Provides support for the project team
• Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources
• Mon itors project progress includ i ng progress towards agreed upon goals and objectives
5.1.3 Tyler Project Manager
The Tyler Project Manager(s) provides oversight of the project, coordination of resources between
departments, management of the project budget and schedule, effective risk and issue management, and
is the pr imary point of contact for al l project related items.
• Contract Management
o Va li dates contract comp liance throughout the project
o Ensures Deliverables meet contract requirements
o Acts as primary point of contact for all contract and invoicing questions
o Prepares and presents contract milestone sign-offs for acceptance by County Project
Manager(s)
80
o Coordinates Change Requests, if needed, to ensure proper Scope and budgetary
compliance
• Planning
o Update and deliver Implementation Management Plan
o Defines project tasks and resource requirements
o Deve lops initial project schedule and fu ll sca le Project Plan
Exhibit D
o Collaborates with County Project Manager(s) to plan and schedu le project timelines to
achieve on-time implementation
• Implementation Management
o Tightly manages Scope and budget of project; estab l ishes process and approval matrix
with the County to ensure Scope changes and budget p lanned versus actual are
transparent and handled effectively and efficiently
o Estab l ishes and manages a schedu le and resource p lan that properly supports the project
Plan as a who le that is also in balance with Scope/budget
o Establishes risk/issue tracking/reporting process between the County and Ty le r and takes
all necessary steps to proactive ly mitigate these items or communicates with
transparency to the County any items that may negatively impact the outcomes of the
project
o Collaborates with the County's Project Manager{s) to establ ish key business drivers and
success indicators that wil l he l p to govern p roject act ivit ies and key decisions to ensu re a
quality outcome of the project
o Sets a routine communication plan that wil l aide al l project team members, of both the
County and Tyler, in understand i ng the goals, objectives, current status and hea lth of the
project
• Team Management
o Acts as lia ison between project team and Tyler manager(s)
o Identifies and coord i nates all Tyler resources across al l modu les, Phases, and activities
including development, conversions, forms, installation, reports, i mplementation, and
b i lling
o Provides direction and support to project team
o Builds partnerships among the various stakeholders, negotiating authority to move the
project forward
o Manages the appropriate assignment and timely comp letion of tasks as defined in the
project Plan, task l ist, and Production Cutover checklist
o Assesses team performance and adjusts as necessary
o Interfaces closely with Ty ler deve lopers to coord i nate program Modification act ivities
o Coordinates with in Scope 3rd party providers to align activities with ongo i ng project tasks
5.1.4 Tyler Implementation Consultant
• Completes tasks as assigned by the Ty le r Project Manager{s)
• Performs problem solving and troubleshoot i ng
• Follows up on issues identified duri ng sess ions
81
Exhibit D
• Docume nts act ivities for on site services performed by Tyler
• Provides conve rsion Validation and error reso l ution assistance
• Recommends guidance for testi ng Fo rms and Reports
• Tests softwa re fu nctional ity with t he County followi ng configuration
• Ass ists du ring Product io n Cutover process and provides production support until the Coun t y
transitions to Ty ler Su pport
• Provides product re lated education
• Effectively facilitates training sessions and discussions with County and Tyle r staff to ensure
adequate discussion of the appropriat e agenda topics d u ring the allotted time
• Conducts tra i ning (configu ration, process, conversion Va l idat ion) for Power Users and the
County's designated t rainers for End Users
• Clea rly documents homework tasks with specific d ue dates and owners, supporting an d
reconcili ng w it h the final project plan
• Keeps Tyler Proj ect Manager(s) proactively apprised of any and all issues which may result i n the
need for add itiona l train i ng, change in schedule, change in process decis ions, or which have the
potent ia l to adversely impact the success of t he p roject prior to taking action
5.1.5 Tyler Sales
• Provide Sales background information to Implementation during Proj ect Initiation
• Support Sales transition to Implement at ion
• Provide histo rical i nformation, as needed, throughout implementation
5.1.6 Tyler Software Support
• Manages incom i ng cl ient issues via phone, email, and online custome r incident portal
• Documents and prioritizes issues in Ty ler's Customer Relationship M anagement (CRM) system
• Provides issue analysis and general product guidance
• Tracks issues and t ickets t o timely and effective resolution
• Ide nt ifies options fo r resolvi ng reported issues
• Repo rts and escalates defects to Tyler Deve lopment
• Communicates w ith the County on the status and resol ut ion of reported issues
5.1. 7 Tyler Basic Network Support
• Manages incoming County issues v ia phone, emai l, onl ine customer i ncide nt portal, and from
Software Support
• Provides sys t em suppo rt inc l ud i ng remote support o f County systems, operating syste m s,
network and loca l printing, and SQL assista nce fo r the systems and platform directly attri butab le
to the Tyler Applications
• Tracks issues and t ickets to t i me ly and effective resolution
• Determ i ne root cause and provide so lutions or prov ide direction/esca lation to Ty ler Deve lopment
• Consult on pre-sales i n regards to system requ i rements
82
Exhibit D
5.2 County Roles and Responsibilities
County resources wi ll be assigned prior to the start of each Phase of the project. One person may be
assigned to mu ltiple project roles.
5 .2 .1 County Executive Sponsor
• Provides clear direction for the Project and how the Project applies to the organization's overall
strategy
• Champions the project at the executive leve l to secure buy-i n
• Authorizes required project resources
• Resolves all decisions and/or issues not resolved at the County steering committee level as part of
the escalation process
• Active ly participates i n organizational change communications
5.2.2 County Steering Committee
• Works to resolve all decisions and/or issues not resolved at the Project Manager level as part of
the escalation process
• Attends all scheduled steering comm ittee meetings
• Provides support fo r the project team
• Ass ists with commun icat ing key project messages throughout t he organization
• Prioritizes the project within the organization
• Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources
• Monitors project progress including progress towards agreed upon goa ls and objectives
• Has the authority to approve or deny changes impacting the fo llowing areas:
o Cost
o Scope
o Schedule
o Project Goa ls
o County Po li cies
5.2.3 County Project Manager
The County shall assign Project Manager(s) prior to the start of this project w ith overa ll responsibi lity and
authority to make dec isions related to project Scope, schedu li ng, and t ask assignment, and communicates
decis ions and commitments t o t he Tyler Project Manager(s) in a timely and efficient manner. When the
County Project Manager(s) do not have the knowledge or authority to make decisions, he or she engages
the correct resources from County to participate in d iscuss ions and make decis ions i n a t i mely fashion to
avoid project de lays.
• Contract Management
o Va li dates contract comp l iance throughout the project
o Ensures invo icing and Deliverables meet contract requirements
o Acts as primary point of contact for al l contract and i nvoicing questions
83
Exhibit D
o Signs off on contract m il estone acknow ledgment documents
o Co ll aborates on and app roves Change Requests, if needed, to ensu re proper Scope and
budgetary comp l ia nce
• Plann i ng
o Review and acknowle dge Implementat ion Management Plan
o Defi nes project tasks and resource requirements for County project team
o Collaborates in the development and approva l of the in it ial Project Plan and Project Plan
o Collaborates with Ty ler Proj ect Manager(s) to plan and schedule project t i meli nes to achieve
on -time implementation
• Imp lementation Management
o Tightly m anages project budget and Scope and collaborates with Tyler Proj ect Manager(s) to
establ ish a process and approval matrix to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently
o Collabora t es with Tyler Project Manager to estab lish and manage a schedu le and resource
p lan tha t properly suppo rts the project Plan, as a whole, that is also in balance with
Scope/budget
o Collaborates with Tyle r Project Manager(s) to estab l is hes risk/issue trackin g/reporting
process between the County and Ty ler and takes all necessary steps to proactive ly m itigate
these items or communicates with transparency to Tyler any items that may impact the
outcomes of the p roject
o Col laborates w ith Tyler Project Manager(s) to estab li sh key business drivers and success
indicators that will he l p t o govern p roject activit ie s and key decis ions to ensu re a qua l ity
outcome of the project
o Routinely commun icates with both County staff and Tyler, aiding in the u nderstanding of
goa ls, object ives, cu rrent status, and health of the proj ec t by all team membe rs
• Team Management
o Acts as liaison between project team and stakeholders
o Identifies and coo rd inates all County resources across all modu les, Phases, and activ iti es
incl uding data conversions, forms design, ha rdwa re and software installat ion, reports
building, and satisfying invoices
o Provid es d irection and support t o project team
o Bui lds partnerships among the various stake holde rs, negotiating authority to move the
project fo rward
o Manages the appropriate assignment and timely comp letion of tasks as defined in the
p roject plan, task li st, and production cutover checkl ist
o Assesses team performance and takes corrective action, if needed
o Provides gu idance to Co u nty technica l teams to ensure appropriate response and
collabo ration with Tyler technical support teams to ensure timely res ponse and appropriate
reso l ution
o Coordinates in Scope 3rd party providers to align activit ies w ith ongoi ng project tasks
5.2.4 County Functional Leads
• Makes business p rocess change decisio ns under time sens itive cond it ions
• Commun icates existing busi ness processes and procedures to Tyler consultants
84
Exhibit D
• Assists in identifying business process changes that may require escalation
• Attends and contributes business process expertise for current/future state analysis sessions
• Identifies and includes additiona l subject matter experts to participate in current/future state
analys is sessions
• Provides bus i ness process change support dur ing Power User and End User tra i ning
• Completes performance tracking review w ith client project team on End Use r competency on
trained topics
• Provides Power and End Users with dedicated time to comp lete required homework tasks
• Act as an ambassador/champion of change for the new process.
• Identifies and communicates any additional training needs or scheduling conflicts to County
Project Manager
• Prepares and Validates Forms
• Actively participates in all aspects of the implementation, includ i ng, but not limited to, the
following key activities:
o Task comp letion
o Stakeholder Presentation
o Implementation Management Plan development
o Schedule deve lopment
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of County resources
o Attendance at scheduled sessions
o Change Management activities
o Customization specification, demonstrations, testing and approval assistance
o Conversion Analysis and Verification Assistance
o Decentralized End User Training
o Process Testing
o User Acceptance Testing
5 .2.5 County Power Users
• Participate in project activities as requ i red by the project team and Project Manager(s)
• Provide subject matter expertise on County bus i ness processes and requirements
• Act as subject matter experts and attend current/future state and validation sessions as needed
• Attend all schedu led training sessions
• Participate in all required post-training processes as needed throughout project
• Participate in conversion Validation
• Test all App lication configuration to ensure it satisfies business process requirements
• Become App l ication experts
• Participate in User Acceptance Testing
• Adopt and support changed procedures
• Comp lete al l Deliverables by the due dates defined in the Project Plan
• Demonstrate competency with Tyler products processing prior to Product ion Cutover
• Provide knowledge transfer to County staff during and after implementation
85
Exhibit D
5 .2 .6 County End Users
• Attend all sc hed uled tra ining sess ions
• Become p rof icie nt i n Applicatio n functio ns related to job duties
• Adop t and util ize changed procedu res
• Complete al l Del iverab les by the due dates defined in the Project Plan
• Util ize software to perform j ob functions at and beyond Production Cutover
5 .2 . 7 County Technical Support
• Coordinates updates and re leases w ith Tyler as neede d
• Coordinates the co pying of source databases t o trai ning/testing databases as needed for training
days
• Extracts and transmits conversion data and co ntrol reports from County's Legacy System per the
conversion schedu le set forth i n the Project Plan
• Coord i nates and adds new users and p r inters and other Peri pherals as needed
• Validates al l users un de rstand log-on process and have necessary permission for all train i ng
sessions
• Coordinates In terface deve lopment for County 3rd party Data Exchanges.
• Develops or ass ist s in crea t ing Repo rts as needed
• Ensures ons ite system hardware meets specifications provided by Tyler
• Ass ists with so ft w are deployment as needed
5.2 .8 County Upgrade Coordinator
• Becomes famil iar with the Soft ware Upgrade process an d requ i red st eps
• Becomes famil iar w ith Tyler's releases and updates
• Utilizes Tyler Comm un ity to stay ab reast of the latest Tyler releases and updates, as well as the
la t est he l pful tools to manage t he County's Software Upgrade process
• Ass ists with t he Softw are Upgra de process d uring implementation
• Manages Software Upg rade activities post-implementation
• Manages Soft ware Upg rade plan activities
• Coord i nates Sof twa re Upgrade p lan activities with County and Tyler resources
• Comm u nicates changes affecti ng users and department sta keholders
• Obtains department stakeholder sign-offs to u pgrade production environment
5.2.9 County project Toolset Coordinator
• Ensures users have appropriate access to Tyler p roject toolsets suc h as Tyler Univers ity, Tyle r
Community, Tyler Product Know ledgebase, SharePo i nt, etc.
• Conducts t raining on proper use of toolsets
• Validates completion o f requi red assignments using toolse t s
5 .2.10 County Change Management Lead
• Va li dates users rece ive timely and thorough com m unicat ion regarding process changes
86
Exhibit D
• Provides coaching to Supervisors to prepare them to support users through the project changes
• Identifies t he impact areas resu lt i ng from project activit ies and develops a plan to address them
proactively
• Identifies areas of resistance and develops a plan to reinforce the change
• Monitors post-production perfo rm ance and new process adherence
87
Exhibit D
6 Glossary
Word or Term Definition
Accountable
Application
The person who i s ultimately accountable for decisions being made on
a task. -------
A computer program designed to perform a group of coordinated
functions, tasks or activities for the benefit of the user. -----~---------Build Blueprint A document recording future state decisions intended to allow Tyler to
Business Requirements
Document
Change Control
Change Management
Change Request
satisfy business needs/requirements during the Build & Validate Stage
through configuration and setups to develop the final solution. A
means for the County to Validate what was agreed to be in Scope has
been Delivered. -
A specification document used to describe County requirements not
available through Tyler software functionality, which will lead to a
Modification with County acceptance.
A systematic approach for managing change governing how Change
Requests will be received, assessed and acted on.
-
An approach for ensuring that changes are thoroughly and smoothly
implemented and that the lasting benefits of change are achieved. The
focus i s on the global impact of change with an intense focus on
people and how individuals and teams move from the current
situation to the new one. ------------A form used as part of the Change Control process whereby changes in
the Scope of work, timeline, resources, and/or budget are revised and
________ a..,,,._gre~d upon by fJarticiJ:!ating parties.
Consulted Anyone who mu st be consulted with prior to a decision being made
Consumables
Control Point
Data Exchange
Data Mapping
Deliverable
and/or the task being completed
Items that are used on a recurring basis, usua lly by Peripherals.
ExamfJles: paper stock or scanner cleaning kits.
Occurring at the end of each Stage, the Co ntrol Point serves as a
formal client review point. Project progress cannot continue until the
client acknowledges the agreed upon Deliverables of the Stage have
been met, or agree on an action plan to make the Deliverable
acceptable and move to next Stage while executing final steps of
current Stage. ----+----~----
A term used to reference Imports and Exports, and Interfaces which
allow data to be exchanged between an external system and Tyler
software.
The process of mapping fields from the Legacy System to the
appropriate location in the new system from one or more sources.
A tangible or intangible object/document produced as a result of the
Project that is intended to be delivered to a client (either internal or
external) or vendor at a specific time. ___________ ____,
88
End User
Forms
Imports and Exports
Informed
Install
Interface
Legacy System
Modification
----Peripherals
-
Phase
Power User
Exhibit D
The person for whom the software is designed to use on a day-to-day
basis .
A document which is typically printed on a template backgrou~
only captures data for one record per page . Forms are provide~ to . J
entity customers whether internal (employees) or external (citizens).
A process within the system that a user is expected to run to consume
(Import) or produce (Export) a specifically defined file format/layout.
Anyone who will be updated when decisions are made or a task is
completed. _______ _
References the initial Installation of software files on client servers and
preparing the software for use during configuration. The version
currently available for general release will always be used during the
initial Install.
A real-time or automated exchange of data between two systems.
The system from which a client is converting.
Modification of software program package to provide individual client
requirements documented within the Scope of the Agreement.
An auxiliary device that connects to and works with the computer in
some way. Examples: mouse, keyboard, scanner, external drive,
microphone, speaker, webcam, and digital camera. -------------A portion of the Project in which specific set of related products are
typically implemented. Phases each have an independent start,
Production Cutover and closure dates but use the same
Implementation Plans as other Phases within the Project. Phases may
overlap or be sequential and may have the same Tyler Project
Manager and T ler roject te~m or different individuals assigned.
An experienced client person or group who is (are) an expert(s) in the
client business processes, as well as knowledgeable in the
requirements and acceptance criteria .
Production Cuto_v_e_r ____ T_;h_e,c.;_C_o..;_u_n_t _y is usi~g the Tyler software to conduct daily operati~
Project
-
Project Plan
The Project includes all implementation activity from Plan & Initiate to
Closure for all products, Applications and functionality included in a
single Agreement. The Project may be broken down into multiple
Phases . --------
The Project Plan serves as the master roadmap for the Project. The
Project Plan will be the detailed task list of the essential activities to be
performed to complete the Project. Each activity will have owner(s),
participant(s) if applicable, start date, and due dates. The Project Plan
is a living document and will be updated quarterly with the detailed ---~
89
Project Planning Meeting
RACI
Reports
Responsible
Scope
Software Upgrade
Stage
tasks for the next futu re quarter; only high level tasks with rough
timeframes will be plotted out beyond this.
Exhibit D
Occurs during the Plan & Initiate Stage to coordinate with the Client
Project Manager to discuss Scope, information needed for project
scheduling and resources .
A chart describing level of participation by various roles in completing
tasks or Deliverables for a Project or proces s. Also known as a
responsibility assignment matrix (RAM) or linear respon sib ility chart
(LRC).
Formatted to return information related to multiple records in a
structured format. Information is typically presented in both detail and
summary form for a user to consume .
The person who will be co mpleting the task.
Products and services that are included in the Agreement.
References the act of updating software files to a newer software
release.
The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project and requires acknowledgement before
con tinuing to the next Stage. Some tasks in the next Stage may begin
before the prior Stage is comp lete. _______ ...,__ __ -=-__ _,_ __
Stakeholder Presentation Representatives of the Tyler implementation team will meet with key
client representatives to present high level project expectations and
outline how Tyler and the Client can successfully partner to create an
_______ e_n~ronment for a successful implemen_t_a_ti_o_n_. __ _
Standard Included in the base software (out of the box) package .
Statement of Work (SOW) Document which will provide supporting detail to the Agreement
defining project -specific activities and Deliverables Tyler will provide
to the client.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program or product is working as expected . --------------Work Breakdown
Structure (WBS)
A hierarchical representation of a Project or Phase broken down into
smaller, more manageable components.
90
Exhibit D
7 Eagle Recorder Conversion Summary
7.1 Eagle Recorder-Standard
• Al l standard fields for land records, add itional f ie lds added to Notes fie ld
• Conversion from Two Systems
o Images associated to the index records Data' from AtPac
o Images from AtPac
• All standard fields for marriage records, additional fields added to Notes field
• All standard fields for birth records, additional fields added to Notes field
• All standard fields for death records, additional fields added to Notes field
• Redactions on images
91
ExhibitE
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 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 transacti on means a transaction to which the corporation is a party and
in which one or more of its board members has a materi al financi al inte rest"
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.
(5) Form must be signed by the board member that is involved in the self-dealing
transaction described in Sections (3) and (4).
92
Exhibit E
(1) Company Board Member Informatio n :
Name: Dat e:
Job Title:
(2) Comp a ny/Age ncy Nam e and Address:
(3) Di sclosure {Please d escribe t h e nature of th e self-d ealing tra nsaction you a r e a party to):
(4) Explain why this se l f-d ea ling tran saction is consist ent with the require me nts of Co rporations Cod e 5233 (a):
(S) Authorized Signature
Signature : I Date: I
93
CERTIFICATE OF SECRETARY OF
TYLER TECHNOLOGIES, INC.
The undersigned , being the duly elected and qualified Secretary of Tyler Technologies, Inc., a Delaware
corporation (''Tyler"), hereby certifies on behalf of Tyler that:
1. Attached hereto is a true, correct and complete copy of resolutions duly adopted by the Executive
Committee of the Board of Directors of Tyler.
IN WITNESS WHEREOF , the undersigned ha s executed this Certificate of Secretary on behalf of Tyler as of
January 1, 2017 .
TYLER TECHNOLOGIES, INC.
a Delaware corporation
sy:_~ ___ A_b_b_y_D_ia_z
Name: Abby Diaz
Title: Se cretary
RESOLUTIONS OF THE EXECUTIVE COMMITTEE OF THE BOARD OF DIRECTORS OF
TYLER TECHNOLOGIES, INC.
WHEREAS, the Executive Committee of the Board of Directors of Tyler Technologies, Inc., a
Delaware corporation {"Tyler"), deems it to be in the best interests of Tyler to memorialize the authority
of Tyler's corporate officers to enter into contracts and other lega lly binding obligations or
representations on behalf of Tyler;
RESOLVED , that Tyler's corporate officers a re authorized to enter into contract(s) and make other
lega lly binding obligations or representations on behalf of Tyler (including, without limitation, contr act(s)
for the license, lease, sa le and provision of Tyler goods and services) without regard to the do lla r value of
such contract(s) or the Tyler division or group on whose behalf the individual is entering into the contract
or other legally binding obligation or representation. As of the date of the foregoing certificate, Tyler's
corporate officers are:
John S. Marr, Jr.
H. Lynn Moore, Jr.
Brian K. Miller
Matthew Bieri
Brett Cate
Samantha Cro sby
Abby Diaz
Bruce Graham
Jeff Green
Bob Sansone
W. Michael Smith
RESOLVED , that the foregoing authorization will automatically terminate with respect to each
named person on such date is no longer emp loyed by Tyler;
RESOLVED, that each corporate officer of Tyler is hereby authorized and directed, in the name
and on behalf of Tyler, to do or cause to be done any and all things, and to execute, deliver and file all
such other agreements, amendments, instruments, certificates, waivers, documents, and papers that any
of them deem necessary or advisab le to carry into effect the purposes and intent of the foregoing
resolutions and to consummate the transactions contemplated thereby.