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HomeMy WebLinkAboutP-23-352 Amendment 1.pdf DocuSign Env I lope ID: 941B52ED-2475-412C-85C9-018801951707 P 23-352 Amendment#1 County of Fresno 1 AMENDMENT NO. 1 TO SERVICE AGREEMENT 2 This Amendment No. 1 to Service Agreement ("Amendment No. 1") is dated November 17, 2023 3 and is between SPIDR Tech Inc., a Delaware corporation 4 ("Contractor"), and the County of Fresno, a political subdivision of the State of California 5 ("County"). 6 Recitals 7 A. On July 24, 2023, the County and the Contractor entered into County agreement number 8 P-23-352 ("Agreement"), for a public safety automated messaging/texting service. 9 B. During the implementation process, it became evident that County required Contractor's 10 staff to complete additional background and clearances to be able to access sensitive case 11 information for the automated messaging/texting process. 12 C. The County and the Contractor now desire to amend the Agreement to allow Contractor 13 to obtain the necessary security clearances for their staff and provide additional compensation 14 for such necessary clearances. 15 The parties therefore agree as follows: 16 1. Section 5.1 of the Agreement entitled "Fees" located on page three is deleted in its 17 entirety and replaced with the following: 18 "Fees. In consideration of the provision of the Service hereunder, Customer shall 19 pay SPIDR Tech the fees as set forth in Exhibit A-1. Except as otherwise agreed 20 in writing between the Parties, in no event shall compensation paid to SPIDR 21 Tech for the five-year total exceed $112,403.00." 22 2. Exhibit A is deleted in its entirety, and replaced with the attached Exhibit A-1. 23 3. When both parties have signed this Amendment No. 1, the Agreement, and this 24 Amendment No. 1 together constitute the Agreement. 25 4. The Contractor represents and warrants to the County that: 26 a. The Contractor is duly authorized and empowered to sign and perform its obligations 27 under this Amendment No. 1. 28 1 DocuSign Envelope lope ID:941 B52ED-2475-412C-85C9-018801951707 P-23- Amendmentt#1#1 County of Fresno 1 b. The individual signing this Amendment No. 1 on behalf of the Contractor is duly 2 authorized to do so and his or her signature on this Amendment No. 1 legally binds 3 the Contractor to the terms of this Amendment No. 1. 4 5. The parties agree that this Amendment No. 1 may be executed by electronic signature 5 as provided in this section. 6 a. An "electronic signature" means any symbol or process intended by an individual 7 signing this Amendment No. 1 to represent their signature, including but not limited 8 to (1) a digital signature; (2) a faxed version of an original handwritten signature; or 9 (3) an electronically scanned and transmitted (for example by PDF document) 10 version of an original handwritten signature. 11 b. Each electronic signature affixed or attached to this Amendment No. 1 is deemed 12 equivalent to a valid original handwritten signature of the person signing this 13 Amendment No. 1 for all purposes, including but not limited to evidentiary proof in 14 any administrative or judicial proceeding, and (2) has the same force and effect as 15 the valid original handwritten signature of that person. 16 c. The provisions of this section satisfy the requirements of Civil Code section 1633.5, 17 subdivision (b), in the Uniform Electronic Transaction Act (Civil Code, Division 3, Part 18 2, Title 2.5, beginning with section 1633.1). 19 d. Each party using a digital signature represents that it has undertaken and satisfied 20 the requirements of Government Code section 16.5, subdivision (a), paragraphs (1) 21 through (5), and agrees that each other party may rely upon that representation. 22 e. This Amendment No. 1 is not conditioned upon the parties conducting the 23 transactions under it by electronic means and either party may sign this Amendment 24 with an original handwritten signature. 25 6. This Amendment may be signed in counterparts, each of which is an original, and all of 26 which together constitute this Amendment No. 1. 27 28 2 DocuSign Envelope lope ID:941 B52ED-2475-412C-85C9-018801951707 P-23- Amendmentt#1#1 County of Fresno 1 7. The Agreement as amended by this Amendment No. 1 is ratified and continued. All 2 provisions of the Agreement and not amended by this Amendment No. 1 remain in full force and 3 effect. 4 [SIGNATURE PAGE FOLLOWS] 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 3 DocuSign Envelope lope ID:941 B52ED-2475-412C-85C9-018801951707 P-23- Amendmentt#1#1 County of Fresno 1 The parties are signing this Amendment No. 1 on the date stated in the introductory 2 clause. 3 SPIDR Tech, Inc. COUNTY OF FRESNO 4 5 L gned by: ln (MNS u�. 6 Warren Loomis, CEO Manuel Vilanova, ISD-Deputy Director for Gary Cornuelle, County Purchasing 7 1 North MacDonald, Suite 500 Mesa, Arizona USA 8 85201 9 10 For accounting use only: 11 Org No.: 2860 12 Account No.: 7295 Fund No.: 0001 13 Subclass No.: 10000 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 4 P-23-352 Amendment#1 County of Fresno P-23-352 Exhibit A-1 SIMIOR T E C H Fresno District Attorney Office SPIDR Tech Proposal Prepared for: Scott Hoedt Prepared by: Maxwell Keenan P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Executive Summary SPIOR We give law enforcement the technology they need to provide people with service they deserve. SPIDR Tech was founded by law enforcement officers in 2015, with the sole purpose of providing software that helps the public safety agencies provide excellent customer service. We now have over 100 partner agencies in the USA and Canada, with marquee partnerships with: San Antonio Police Department in Texas, Sacramento Police in California, Seattle Police Department in Washington, and Albuquerque Police Department in New Mexico. SPIDR Tech is a part of Versaterm Public Safety, an Ottawa-based company that has provided software, systems, and support to the public safety industry for over 40 years. Versaterm Public Safety provides law enforcement agencies with a comprehensive Public Safety Software Ecosystem. The SPIDR Tech Platform would provide the Fresno DistrictAttorney's Office (DA) with a solution that would allow the DA to automatically communicate with individuals involved in a case. These communications include Short Message Service/text (SMS), text with web browser links and email. Messaging flexibility allows you use standardized templates crafted from best practices, or you have the ability to design your own customized messages. Additionally, the software would reduce the amount of call backs to the DA office. For example, the San Antonio Police Department saw a 30% reduction on all property crime call backs once SPIDR Tech was in action. SPIDR Tech will provide a full implementation of the platform for the DA, and ongoing support for the SPIDR Tech Platform. SPIDR Tech has experience implementing large scale projects with Sacramento Police Department, Seattle Police Department, York Regional Police Department, and many more. In addition, in the unlikely event of any issues during the deployment process, the DA would benefit from having all the P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno resources of both the Versaterm and SPIDR Tech engineers to resolve the issue rapidly. Overall, SPIDR Tech can provide the DAwith the only end-to-end Customer Service Management solution designed specifically for public safety and criminal justice. The software would allow the DA to provide a level of transparency that is unmatched in the industry. Supporting Customer CJIS and Security Requirements Working with law enforcement data requires special security considerations, and SPIDR Tech supports these requirements. We perform background checks on all employees and will subject all project personnel to an agency background checks if requested. Our teams have passed all FBI screenings in the past for projects with other law enforcement agencies. SPIDR Tech offers a fully Software-as-a-Service (SaaS) model, host by Amazon Web Services (AWS) GovCloud, ensuring the customer does not need to purchase any hardware to install our system. AWS follows Criminal Justice Information Services (CJIS) compliance guidelines, and we possess all supporting documentation detailing our compliance. SPIDR Tech is fully hosted within AWS GovCloud (us-gov-west-1), which complies with the FedRAMP High baseline and is being used by multiple agencies to run CJIS workloads in the cloud. It is important to note that SPIDR Tech does not install, own, or manage any equipment within your agency's network. Our services are hosted in the cloud, and the networks talk to each other via a secure Virtual Private Network (VPN) or Application Programming Interface (API). SPIDR Tech utilizes a Federal Information Processing Standard (FIPS) 140-2 compliant encryption method to encrypt CJIS data at rest, including database backups and volumes. As an additional precaution, The SPIDR Tech Platform encrypts CJI data such as driver's licenses and social security numbers if an agency chooses to provide those items as part of the data transfer. Additionally, details can be found in the section labeled "System Architecture and Security". P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno System Overview Investigations Module The SPIDR Tech Investigations Module is designed to provide ongoing, proactive follow-up messages to individuals and law enforcement agencies involved in a case. Once a case is filed with the DA, the SPIDR software will automate messages to victims, witnesses, and law enforcement agencies. It is critical to keep victims, witnesses, and law enforcement agencies up to date on the status of the case and make sure everyone is aware of any updates made. Often this process is done manually by phone or mail, costing the DA a great deal of time and money. The Investigations Module sends automated case updates to the crime victim via both SMS and email. Once the police report is filed in the Criminal Justice Case Management system (CJCM) or once reviewed and approved, the SPIDR Tech Platform can send the following types of messages to the crime victim: 1. After arraignment and following each hearing VANCOUVER This message is designed to proactively provide POLICE victims and witnesses with information following arraignment and after each hearing. This is accomplished by pulling data directly from the Hello Grayce, CJCM such as the case number, date of events, On Tue.November 19,2019,a police report was hearing type, and witness coordinator phone filed by the Vancouver Police Department involving: numbers. By pulling this data directly from the Larceny.You were named as a victim in this police report.As part of the Vancouver Police Department's CJCM and sending it to the correct parties, Fresno commitment to providing their citizens with the highest DA can not only improve the customer service level of customer service,we wanted to send you more information regarding this report, experience of their victims but can again minimize The report was filed by Ofc.C.Turner.The report administrative walk-ins and callbacks to the DA's number is83624.Please keep this information fo, office by ensuring that the individuals involved in your records. the case have all the information needed. The Vancouver Police Department takes larceny crimes very seriously.Larceny crimes are Investigated by Operations Division East,Neighborhood Crimes Section.You can contact them at 360.693-3111 and please leave your name,phone number,and the case report number.Please allow for a period of 1-2 weeks 2. After sentencing P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno TUCSON UGSON CE This message is designed to notify the individuals u POLIinvolved in the case of the sentence handed down by the jury/judge. This notification is critical to Hello Brittany, provide your agency with an automated platform to The Tucson Police Department would like to make these notifications, ensuring that they are inform you that on 09/05/2019,Richard W. consistent and timely as well as eliminating or Bilagody was arrested in connection with Report 1909050028. minimizing any existing manual solutions that are As a victim in this case,you have the right to be often costly and time-consuming. notified of an arrest that pertains to your case, the right to be present and to be heard at any pre-sentencing or sentencing proceeding that results in a conviction,and the right to make an impact statement prior to the imposition of the sentence.If you would like to make an impact statement in this case,please contact the Victim's Assistance Unit at 520-791-5483 to learn more, including how to provide your statement. If you need victim's assistance,there are resources to assist you.Please call the Victim's Assistance Unit 520-791-5483,Monday-Friday, 8:00 AM-5:00 PM or learn more online at 3. Law enforcement agency update messaging As the case progresses through ® various stages, a law enforcement update message can be sent directly to the agencies and can include all relevant information to Dear]esse, the agency. These updates could This notification from your Police Department is to assist you in maintaining important case reference information and to ensure you have the appropriate contact information necessary for you to reach us.We were contacted on include but are not limited to, the Saturday,November 26,2022 at 4:23 PM regarding a Auto Theft Your report number is 20200050. case number, police report Your current case status is:Active. number, date, trial information, Case Status:Active hearing type, and future hearing The Cleburne Police Department is actively investigating your case.It has been assigned to to Detective Veum,who updates. can be reached at(555)555-5555 or Aronyeum@us-tx-clebume­pd.com. To request a copy of your police report,please visit our Records Department located at[INSERT ADDRESS].Our Overall the Investigations Module Records Bureau is open from[INSERT HOURS].Records Bureau personnel can be reached by calling[INSERT 1 PHONE NUMBER]or by emailing[INSERT EMAIL]. can proactively provide the law Sincerely, enforcement agencies with the Cleburne Poke Department case information as well as regular NomEmergency:la171645.0972 302 w Henderson 5, updates on the status of the cases Emergency:911 Cleburne,Tx 76033 the agency is involved in. By proactively providing case information and consistent updates, you can improve the law enforcement agencies engagement in the case. Multi-Lingual Functionality P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Para ver este e e- nsalper.raga cbc aqw, View thls email In English Spider Tech offers standard Monterey Park template messages in four POLICE languages, English, Spanish, Simple Chinese, and French. In J. 10,;q addition, we can optionally facilitate P Wed,August 29,2018 f. Monterey Park Police Department(lP13if4WlEMNgffl)tMx7`'rRTYl1' NX the customization of messages and 1 Bt]$RE o:J�f�96.2114€,J)N NS-PI IJAR 9.iP rt+�cf°�PaE4hh"•7 33Cg3g1#fi .4k99 3g, ®Ut k1P9 k@,!tr1g1#pJllto+®�Bf7�8AIR. surveys in 119 languages. These 1tLo �B.Iglesias}g3E. o .,. L��; I� �R�� multilingual messages are linked to the SMS in a convenient web browser format. For example, a +`,$.EI�Jmbi�G,�t��Jm��.�J.�[Ti,®iS, 3b$�Y1�gGdg}x, fu i7��1J�E���g"rk$llflA7A�14S�Y®�SR. 4g' ilt;g 36o81Et4® 6R. I*tRUR'a9 W%M:(626)307.1233. partner agency in California sends hl7lM971[11€ S' $Y9 California Constitution,Victims Bill of Rights(JJ0}HM:£, all of their messages in English, -FL� 1mszr , J�JeaR, Traditional Mandarin, and Spanish. The agency can also solicit survey responses in multiple languages. This feature allows your agency to be inclusive of minority or majority members of the community, ensuring people receive the information they need in a language they understand. Portal Module The SPIDR Tech Portal Mod- r TUCSON ule is designed to provide citi- POLICE zens with a 24/7 on-demand web portal where they can Tucson Police Department Victim Information Portal check their case status and Ste sign up for additional updates. p 1:Locate Case Step 2:Verity Victim Information Step 3:Check Status This portal can be made ac- cessible directly from a web- Can Number site link and would provide an Please enter your 10-digit case number here. additional layer of 24// ,access 0 for citizens to minimize walk- ins and callbacks. The Portal Para ver esta pzgina on espanol,haga clic aqui Module requires a minimal FAQ Privacy Policy Terms of Service amount of information to verify the victim's identity and can then provide the victim with their current case status, infor- mation related to personnel assigned to their case, and any other information that the agency would like to make accessible to the victim. Pricing P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno SPIDR Tech software pricing has two components: The initial, one-time deployment fee and the an- nual subscription cost. The deployment fee includes all technical and non-technical interfaces, and the subscription cost includes all messages (text and email), data storage, feature updates, mainte- nance and professional services. Additionally,the following items are included in the SaaS Subscrip- tion: • CJCM interface built by SPIDR Tech or pair-programmed with your team • User Acceptance Testing • Non-Technical support for messages and settings • Custom reporting available • Assigned SPIDR Tech Partner Success Manager • Technical support for required adjustments to the interface (CJCM) • 24/7 interface monitoring SPIDR Tech Pricing Overview Year 1 Cost SPIDR SaaS Modules Included: Subscription $19,800 P Investigations&Portal Module Deployment and Deployment and installation fee(one-time setup/integration fee) $10,000 Installation Unlimited maintenance and support including changes to settings, Maintenance and IN- Support messages,surveys,and configurations post go-live,assigned Customer CLUDED PP Success Manager SaaS Discount Discount contingent on signed contract by 06/28/2023 ($1,980) Total: $27,820 Year 2 Cost SPIDR SaaS Modules Included: Subscription • Investigations&Portal Module $20,394 Unlimited maintenance and support,changes to settings,messages, Maintenance and IN- Support surveys,and configurations post go-live, assigned Customer Success CLUDED PP Manager SaaS Discount Discount contingent on signed contract by 06/28/2023 ($2,039) P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Total: $18,355 Year 3 Cost SPIDR SaaS Modules Included: Subscription Investigations&Portal Module $21,005 Unlimited maintenance and support,changes to settings,messages, Maintenance and IN- surveys, and configurations post go-live, assigned Customer Success Support CLUDED Manager SaaS Discount Discount contingent on signed contract by 06/28/2023 ($2,100) Total: $18,905 Implementation Overview After the contract signing the SPIDR Tech team will host a Pre-kickoff meeting to review the implementation process with the Fresno DA team and will then schedule a Kickoff meeting. The average SPIDR Tech implementation timeframe from Kickoff to Launch is 30-90 days depending on the availability of the agency's resources. San Antonio Police Department in Texas was able to complete its implementation in 14 days by fully dedi- cating its agency resources to the project. As seen in the Scope of Work below there are two phases to the SPIDR Tech deployment process: they are the technical deploy- ment and the non-technical deployment, and these two phases run concurrently. The Technical deployment will require Fresno DA resources such as a Primary IT POC, Criminal Justice Case Management (CJCM) system administrator, Network administra- tor, Database administrator, and Domain/System administrator. Often many of these roles are handled by a single person. The technical deployment itself is typically sched- uled for 1-4 full days over the course of a single week and the majority of that is staff fa- cilitating remote attended sessions while the technical work is completed. P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Agency Resources/ Deployment Timeline Pre-Deployment Deployment Week Post-deployment Quality Assurance Technical Role 1 2 3 4 S 6 7 8 9 10 11 12 13,14 15,16 17 1819 20 21 22 23 24 25 26 27 28 Network Administrator Domain/System Administrator Database Administrator Primary IT PoC CADAMS Administrator Role is needed full-time Role is needed part-time Role should be available as-needed to address issues The Non-technical deployment will require the resources of the Fresno DA Subject Mat- ter Experts (SMEs)", typically this is a supervisor. Often there is additional input solicited from additional Executive Staff, the Public Information Officer, and Victim Services Per- sonnel. The non-technical part of the deployment includes mapping all of the case types and deciding which messages the agency wants to send based on the case type and case updates. During the deployment and post deployment Spider Tech resources will support your agency with training and guidance with the customization capabilities of our system. .,,�,.,. ® F-11- a x were aa.el . R ar o ea, ;o,a22 atr2o22 ®o t,n21 aaa2, M,a2.1 f aNQn lrgect Port Sahz Delherade fan 1.3023 tan 1,2023 1J_ 2 ComOete TeNnlul DeOreraEks De1M1vaNe tan&2023 Mar 16.2023 10 3 Compete NomTet& l DNNer Delve W tan&2013 Mar 15.W23 M Eaya a++•. ..r--..�...+.+...`. a'a'aa� a CwMutt taunt&ac[Mttes DOM1eraMe Mar 11.2023 Apr 1.2023 11d., 5 FWWa wp, DellavaMe ,Pr&2023 fpr&2023 DEryz - STATEMENT OF WORK (SOW) Spidr Tech Project Roles and Responsibilities A Spidr Tech team will include an Implementation Manager, Deployment Engineer and a Partner Success Manager. In order to maximize efficiencies Spidr Tech's project team will provide services remotely via teleconference, web-conference or other remote method in filling its commitments as outlined. The personnel role descriptions noted be- low provide an overview of typical project team members. P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Implementation Manager A Spidr Tech Implementation Manager will be assigned as the principal business repre- sentative and point of contact for the organization. The Implementation Manager's re- sponsibilities include: • Responsible for all non-technical tasks over the course of the deployment pro- cess, such as, but not limited to, assisting your agency with determining mes- sage content and settings, mapping Fresno DA's Criminal Justice Case Manage- ment system (eProsecutor) with Spidr, aligning message triggers based on case status updates, etc. • Manage the Spidr Tech responsibilities related to the delivery of the project and non technical tasks. • Maintain the project schedule and manage the assigned Spidr Tech personnel. • Manage the Change Order process per the Agreement. • Maintain project communications with the Customer. • Identify and manage project risks. • Collaborative coordination of Customer resources to minimize and avoid project delays. • Measure, evaluate, and report the project status against the Project Schedule, identify the activities completed, as well as activities planned. • Conduct remote status meetings on a mutually agreed basis to discuss project status and assigned tasks. • Provide timely responses to issues related to project progress. Deployment Engineer The Deployment Engineer is responsible for the delivery of the technical elements of the solution. They confirm the delivered technical elements meet contracted requirements. • Supports your agency in a technical capacity throughout your contract lifespan • Responsible for all technical tasks over the course of the deployment process, such as, but not limited to, technical interfacing, handling all SSO/SAML login tasks, conducting quality assurance checks. Partner Success Representative A Partner Success Representative will be assigned to the Customer post launch. By be- ing the Customer's trusted advisor, the Customer Success Advocate' responsibilities in- clude: • Assist the Customer with maximizing the use of their Spidr Tech software and service investment. P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno • Actively manage, escalate, and log issues with Support, Product Management, and Sales. • Provide ongoing customer communication about progress, timelines, and next steps. Fresno DA Project Roles and Responsibilities Overview The success of the project is dependent on early assignment of key DA resources. It is critical these resources are empowered to make provisioning decisions based on the DA's operational and administration needs. The DA project team should be engaged from project initiation through beneficial use of the system. The continued involvement in the project and use of the system will convey the required knowledge to maintain the system post completion of the project. In some cases, one person may fill multiple pro- ject roles. The project team must be committed to participate in activities for a success- ful implementation. Project Manager/Agency Champion The Project Manager will act as the primary DA point of contact for the duration of the project. This includes the management of any third party vendors that are DA Subcon- tractors. The Project Manager's responsibilities include: • Communicate and coordinate with other project participants. • Manage the DA project team including timely facilitation of efforts, tasks, and ac- tivities. • Maintain project communications with the Spidr Tech Implementation Manager. • Identify the efforts required of the DA staff to meet the task requirements and milestones in this SOW and Project Schedule. • Consolidate all project-related questions and queries from DA staff to present to the Spidr Tech Implementation Manager. • Review the Project Schedule with the Spidr Tech Implementation Manager and finalize the detailed tasks, task dates, and responsibilities. • Measure and evaluate progress against the Project Schedule. • Monitor the project to ensure resources are available as scheduled. • Attend status meetings. • Provide timely responses to issues related to project progress. • Assign one or more personnel who will work with Spidr Tech staff as needed for the duration of the project • Ensure remote network connectivity and access to Spidr Tech Deployment Engi- neer. P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno • Provide signatures of Spidr Tech-provided milestone certifications and Change Orders within five (5) business days of receipt. User Agency Stakeholders Operational Decision maker- on non-technical issues, subject matter expert in DA oper- ations related to managing criminal cases and the notifications associated. User Agency Stakeholders, if the system is deployed in a multi-agency environment, are those resources representing agencies outside of the Customer's agency. These re- sources will provide provisioning inputs to the SMEs if operations for these agencies dif- fer from that of the Customer agency. Technical Support System Administrator- manages the technical efforts and ongoing tasks and activities of their system. IT Technical Point of Contact- they must also be familiar with connectivity to internal, ex- ternal, and third-party systems to which the Spidr Tech system will interface. Criminal Justice Case Management (CJCM) system subject matter expert (SME) - They must be subject matter expert in police operations related to 911 response, Network administrator, Database administrator, Domain/System administrator Often many of these roles are handled by a single person Additional Resources Public Information Officer-in charge of all branding, media releases, and external com- munications related to launch Training Officer- A representative who will serve as the trainer for the DA Interface Customization SPIDR's interfaces are flexible and can be tailored to meet the specific requirements of your agency. Our interfaces are developed to transfer only the data needed to power the platform, and data redaction/suppression can be performed agency-side before leaving your agency's network. Data Used SPIDR recommends that the scope of data to be sent to the platform be limited to only the data required to power the platform. This ensures that our interfaces are lightweight and limit the exposure of your agency's data. For CJCM interfaces, the platform re- quires basic event metadata. There will be three types of messages sent from the plat- form: 1. After arraignment and the following each hearing: P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno • DA Case number • Court Case number • Date of events (next hearing date) • Department name • Hearing type • Witness coordinator phone numbers 2. After sentencing • District Attorney's Office contact information (phone number/email) • DA case number 3. To Law Enforcement • DA case number • Defendant's name • Police report number • Prelim or trial • Date • Department • Case updates (continued or resolved) • Witness instructions (trial or release) • Hearing type • Future hearing dates Domain White Labeling The platform offers the ability to fully brand all messages and links with your offices' logos and URLs. To accomplish this, the customer agency selects a new subdomain on top of the existing DNS infrastructure to transparently route all the Engage platform's services through. DNS Implementation SPIDR will provide 4 CNAME records for the agency's chosen subdomain. These rec- ords provide standalone web and email services for the Engage platform -- there is no need to modify your agency's existing web or email infrastructure to integrate the plat- form. Email services for the subdomain are automatically secured using SPF and DKIM records. Web services are secured using SSL certificates, TLS connections, and HTTPS. SPIDR Tech Service Level Agreement This service level agreement (SLA) describes the levels of service that the "Client" will receive from SPIDR Tech. During the term of the applicable SLA, SPIDR Tech's API will be operational and availa- ble to the Client at least 99.9% of the time in any calendar month. P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Note that even during API downtime (for whatever reason), once the API availability is reestablished, SPIDR Tech can receive "lost" data. The platform will generate and send any messages that can still be reasonably sent. This reduces the number of messages failed even during unexpected API outages. Guaranteed Response Times When the Client raises a support issue with SPIDR Tech, SPIDR Tech promises to re- spond in a timely fashion. Support Services SPIDR Tech shall establish, sufficiently staff, and maintain the organization and pro- cesses necessary to provide telephone and/or email-based technical support, trouble- shooting, error identification, isolation and remediation, and other assistance directly to the Client and its authorized users. SPIDR Tech will provide the Client with any resource containing information that will aid in problem and error resolution and correction, as well as any other technical resources made electronically available to any of SPIDR Tech's other customers. Response times The response time measures how long it takes SPIDR Tech to respond to a support re- quest raised via email (support@spidrtech.com) or phone (877-746-8276). SPIDR Tech is deemed to have responded when it has replied to the Client's initial re- quest. This may be in the form of an email or telephone call, to either provide a solution, request further information, or propose an ETA for a solution. Guaranteed initial response times depend on the priority of the item(s) affected and the severity of the issue. They are shown in the table below: P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Issue Severity(see Severity Levels section, below) Critical Severe Medium Minor Priority 1 Immediate,but in 1 hour 2 hours 1 business day no event to exceed 1 hour Priority 2 1 hour 2 hours 1 business day 2 business days* Priority 3 2 hours 1 business day 2 business days* 2 business days* *Issues of lower priority and lower severity may be transferred to our work queue backlog for later planning and prioritization. Response times apply on a 24x7 basis, and after normal business hours and on holi- days, as necessary to support SPIDR Tech's obligations under this Agreement. Severity levels The severity levels shown in the table above are defined as follows: Critical - Complete degradation — all users and critical functions affected. Item or ser- vice completely unavailable. Severe - Significant degradation — a large number of users or critical functions af- fected. Medium - Limited degradation — a limited number of users or functions affected. Busi- ness processes can continue. Minor- Small degradation —few users or one user affected. Business processes can continue. Item types and priority levels Item Type Priority Messaging correctness(content and recipients) 1 Messaging schedule and timeliness 2 Daily survey update emails 2 Administrative interface 3 P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Resolution times SPIDR Tech will always endeavor to resolve problems as swiftly as possible. It recog- nizes that the Client's operational systems and community relationships are key to its mission and that any downtime can have significant consequences. However, SPIDR Tech is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. For instance, it may be possible to resolve a critical API issue in minutes, simply by re- starting the affected component(s). But if a system fails due to a persistent infrastructure fault (also classed as a critical issue) it may take longer to get back up and running. In all cases, SPIDR Tech will make its best efforts to resolve problems as quickly as possi- ble. It will also provide frequent progress reports to the Client. Service Credits If SPIDR Tech fails to make the API available at least 99.9% of the time in any given month during the Regular Usage Period due to API Unavailability, SPIDR Tech will credit the Client's account for the unavailable API as follows: Monthly Uptime Percentage Service Credit in Days Less than 99.9% 1 Less than 95% 5 Service Credits are awarded as days of service added to the end of the service sub- scription term at no charge to you. "API Unavailability" is defined as the percentage of minutes per month in which the API is completely and generally unavailable for the Client's use (but not the use of any one Authorized User), provided that API Unavailability does not include any unavailability at- tributable to this SLA's Exclusions. The Client will be responsible for immediately notify- ing SPIDR Tech of all Third Party-managed VPN access and internal or external (e.g., internet service provider) network problems that arise. To receive this credit, the Client must notify SPIDR Tech in writing within fifteen (15) days following the end of the month the API Unavailability occurred, including all infor- mation necessary for us to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Inci- dent; (iii) the number and location(s) of affected users (if applicable); and (iv) descrip- tions of your attempts to resolve the Incident at the time of occurrence. All claims are subject to review and verification by SPIDR Tech before any credits are granted. SPIDR Tech will acknowledge credit requests within fifteen (15) business days of receipt and will inform the Client whether such claim request is approved or denied. The issuance of P-23-352 Amendment#1 County of Fresno P-23-352 Exhibit A-1 API Service Credit by SPIDR Tech hereunder is the Client's sole and exclusive remedy for any failure by SPIDR Tech to satisfy the service levels outlined in this SLA. Monitoring process and service level reporting SPIDR Tech classifies different components of the API and overall platform and deter- mines monitoring and reporting requirements by severity level, impact, and risk profile. Reports for this monitoring span multiple components and systems. SPIDR Tech peri- odically produces summary reports for audit and review. SPIDR Tech is fully compliant with WCAG 2.0 AA web accessibility design standards and we are currently in the process of reviewing and ensuring that all of our platform is compliant with WCAG 2.1 AA requirements. Security The SPIDR Tech platform does use and store PH data but does not use or store any CJIS or HIPAA data. Despite not using/storing any CJIS data we follow the CJIS Policy guidelines as a framework for our security posture. All of SPIDR Tech's employees are CJIS level 4 trained and have signed the CJIS Security Addendum, and a detailed ma- trix of our compliance with the CJIS Policy is available upon request. SPIDR Tech adheres to CJIS policy regarding data security and additional compliance documentation is available upon request. Our platform is fully hosted within AWS GovCloud which is a FedRAMP-certified region and is designed to handle sensitive workloads. To maintain data security, we do not use any additional SAAS subcontrac- tors, we encrypt all data when it is in motion and at rest, we perform hourly backups, en- crypt all backups, and they are retained for 60 days. To protect data from a cybersecurity attack we adhere to all controls within CJIS policy including encrypting data when in transit (via TLS 1.2 / 1.3) and at rest, the Principle of Least Privilege, Zero Trust model, and annual penetration testing. User role security can be optimized by using the customer agency's Single Sign On (SSO) provider which can include multi-factor authentication. By signing below, each party acknowledges that it has carefully read and fully understood this Agreement, and each agrees to be bound by the terms of the Agreement.The Agreement becomes effective upon the date of last signature (the"Effective Date").The individuals signing this Agreement represent that they have the authority to bind the respective parties to the terms of this Agreement. P-23-352 Amendment#1 P-23-352 Exhibit A-1 County of Fresno Fresno DA Renewal Contract Pricing (Years 4-6) SPIDR Tech Pricing Overview Year 4 Cost SPIDR SaaS Modules Included: Subscription • Investigations&Portal Module $21,635 Unlimited maintenance and support including changes to settings, Maintenance and INCLUDE Support messages,surveys,and configurations post go-live,assigned Customer D pp Success Manager SaaS Discount Discount contingent on signed contract by 06/28/2023 ($2,163) Total: $19,472 Year 5 Cost SPIDR SaaS Modules Included: Subscription • Investigations&Portal Module $22,284 Unlimited maintenance and support,changes to settings,messages, Maintenance and INCLUDE Support surveys,and configurations post go-live,assigned Customer Success D pp Manager SaaS Discount Discount contingent on signed contract by 06/28/2023 ($2,228) Total: $20,056 SPIDR Tech Pricing Additional Security Clearance Costs: CJIS Enhanced Background at$311.80 per employee. Estimated 25 background checks over the entire five year agreement. Total: $7,795