The URL can be used to link to this page

Home My WebLink AboutAgreement A-12-540-3 with Motorola.pdf1 THIRD AMENDMENT TO AGREEMENT 12-540 2 3 This THIRD AMENDMENT to AGREEMENT (hereinafter "THIRD AMENDMEN T") is made 4 and entered into this_ day of ____ 2018, by and between the COUNTY OF FRESNO, a political 5 subdivision of the State of California, hereinafter referred to as "COUNTY", and MOTOROLA SOLUTIONS, 6 INC., whose principal address is 7237 Church Ranch Boulevard, Suite 406, Westminster, CO 80021, 7 hereinafter referred to as "CONTRACTOR" or "MOTOROLA". 8 WI T N E S S ET H: 9 Whereas, COUNTY and CONTRACTOR entered into Agreement Number 12-540 effective 10 October 1, 2011 (hereinafter, the "Agreement") whereby CONTRACTOR agreed to provide hardware and 11 software upgrades to COUNTY's Public Safety Information System ("PSIS") equipment, as well as 12 maintenance and support for PSIS; and 13 Whereas, COUNTY and CONTRACTOR amended Agreement Number 12-540 with the 14 FIRST AMENDMENT on April 22, 2014 after replacing an existing server with an upgraded server and 15 increasing maintenance and support costs necessitated by installation of new server; and 16 Whereas, COUNTY and CONTRACTOR amended Agreement Number 12-540 with the 17 SECOND AMENDMENT on December 6, 2016 extending the term for the maintenance and software 18 support of Public Safety Information System equipment; and 19 Whereas, COUNTY and CONTRACTOR now desire to amend the Agreement to extend 20 term and provide for maintenance and support costs of the current system. 21 Now, therefore, in consideration of their mutual promises, the parties hereto agree to amend 22 the Agreement as amended as follows: 23 1.Exhibits A-2, B-2, C-2, D-2, E-2 to the existing Agreement as amended are 24 replaced, respectively, with Exhibits A-3, 8-3, C-3, D-3, E-3, which are contained 25 in Attachment 1 hereto and incorporated herein by reference. 26 2."Section 1 EXHIBITS" on Page One (1) of the Agreement, is deleted in its 27 entirety and replaced with the following: 28 'The Exhibits listed below are incorporated into and made part of this -1- Agreement No. 12-540-3 10th July 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Agreement. In interpreting this Agreement and resolving any ambiguities, the main body of this Agreement will take precedence over the Exhibits and any inconsistency between the Exhibits will be resolved in the order in which they are listed below. Exhibit A-3 Covered Products, Support Options and Pricing Exhibit B-3 Customer Support Plan Exhibit C-3 Labor Rates Exhibit D-3 Self-Dealing Transaction Disclosure Form Exhibit E-3 Memorandum of Insurance" 3.Attachment 1, Page 1, which is dated June 13, 2018, conta ins language purporting to amend language in the Agreement, in the paragraph entitled "5.1 ". The language contained within this THIRD AMENDMENT supersedes that language and instead the language in paragraph 5.1 of the Agreement as amended, on Pages Eight (8) through Nine (9) is deleted and replaced with the following: "Prices in United States dollars are shown in the Covered Products, Support Options and Pricing Exhibit. The term prices shown in the Covered Products, Support Options and Pricing Exhibit will be invoiced annually in advance of the period of service. Customer affirms that a purchase order or notice to proceed is not required for the duration of this services contract. Subject to the second and third sentences of Section 3.2 of this Agreement, and Section 7 of this Agreement, Customer will appropriate funds each year through the contract end date. At the time of execution of this Agreement, the Customer will provide all necessary reference information to include on invoices for payment in accordance with this Agreement. Motorola will provide to Customer an invoice, and Customer will make payments to Motorola within forty-five (45) days after the date of each invoice. Payments when due, will be in the form of a check, -2-- 1 2 3 4 5 6 cashier's check, or wire transfer drawn on a United States financial institution. Motorola's annual maintenance and support pricing for Motorola products increases each year 5% over the previous term's pricing. Third-party products will increase annually based on a current vendor supplied maintenance and support quote. This section is subject to Sections 3.2 and 7." 4. Section 3.2 on page 3 of the Agreement as amended is deleted in its entirety 7 and replaced with the following: 8 'The Term of this Agreement begins October 1, 2011 (the Start Date) and ends 9 August 31, 2023. This Agreement may be terminated for any reason, or no 10 reason at all, by either party providing written notice of termination to the other not 11 less than thirty (30) days before each annual anniversary of the Start Date. 12 Otherwise, this Agreement may only be terminated as set forth in Section 7 13 herein below." 14 5. Section 5.5 on page 7 of the existing Agreement as amended is deleted in its 15 entirety and replaced with the following: 16 "In no event shall goods, services, maintenance or support provided under this 17 Agreement be in excess of $6,649,932 for the multi-year term of this 18 Agreement unless amended and approved by the County of Fresno Board of 19 Supervisors." 20 6.Section 6 "LIMITATION OF LIABILITY", Subsection 1, which consists of one 21 indented paragraph on Page Seven (7) of the Agreement as amended (the 22 second to last paragraph on Page Seven (7)), is deleted and replaced with the 23 following: 24 "During the term of this Agreement, Motorola will maintain insurance 25 consistent with the attached Memorandum of Insurance (Attached 26 Memorandum of Insurance Exhibit E-3). Promptly after this Agreement is 27 executed or amended, or within thirty (30) days of any request made by 28 Customer, Motorola will provide to Customer an Accord Form Certificate of -3- 1 Insurance consistent with the coverage types and limits shown in the 2 Memorandum of Insurance; the County of Fresno will be listed as the 3 certificate holder." 4 7.The Reference to "Exhibit F" in "Section 11. "SELF-DEALING 5 TRANSACTIONS" of the Agreement as amended is deleted and replaced with 6 "Exhibit D-3". 7 This THIRD AMENDMENT will be effective as of September 1, 2018. COUNTY and 8 CONTRACTOR agree this THIRD AMENDMENT is sufficient to amend the Agreement as amended, and 9 that upon execution of this THIRD AMENDMENT, the Agreement as amended, and this THIRD 10 AMENDMENT, shall together be considered the Agreement. 11 II 12 II 13 II 14 II 15 II 16 II 17 II 18 II 19 II 20 II 21 II 22 II 23 II 24 II 25 II 26 II 27 II 28 II --4-- 1 IN WITNESS WHEREOF, the parties hereto have executed this THIRD 2 AMENDMENT as of the day and year first hereinabove written . 3 4 5 (Authorized Signature) 51 Chris Carroll , MSSSI VP & Director of Sales 7 Print Name & Title 8 7237 Church Ranch Blvd , Suite 206 9 10 11 12 13 14 15 16 Westmi nster, CO 80021 Mailing Address 17 FOR ACCOUNTING USE ONLY: 18 ORG No.:3111 Account No.:7205 19 Requ isition No .: 20 21 22 23 24 25 26 27 28 COUNTY OF FRESNO s 0 ATTEST: hairperson of the Board of the County of Fresno Bernice E. Seidel C lerk of the Board of Supervisors County of Fresno, State of California .. 5- •MOTOROLA SOLUTJONS June 13, 2018 Mr. Josh Mikow County of Fresno on behalf of Fresno County Sheriff's Office 2200 Fresno Street Fresno, CA 93721 RE: Dear Mr. Mikow: Extension to Maintenance and Support Agreement: 361 Product: Offendertrak™ By means of this letter, Motorola Solutions, Inc. hereby extends Fresno County Sheriffs Office maintenance and support agreement as referenced above. Enclosed is one (1) copy of the updated Exhibits for the period September 1, 2018 through August 31, 2023 as follow: •Exhibit A-3 Covered Products, Support Options and Pricing .......... , ............... Pages 1-3 •Exhibit B-3 Customer Support Plan .......................................................... Pages 4-20 •Exhibit C-3 Labor Rates ......................................................................... Pages 21-22 •Exhibit D-3 Self-Dealing Transaction Disclosure Form .................................. Pages 23-24 •Exhibit E-3 Memorandum of Insurance ...................................................... Page 25 The following paragraph is being amended into your existing agreement effective September 1, 2018: 5.1 Prices in United States dollars are shown in the Covered Products, Support Options and Pricing Exhibit. The term prices shown in the Covered Products, Support Options and Pricing Exhibit will be invoiced annually in advance of the period of service. Customer affirms that a purchase order or notice to proceed is not required for the duration of this services contract and will appro priate funds each year through the contract end date. At the time of execution of this Agreement, the Customer will provide all necessary reference information to include on invoices for payment in accordance with this Agreement. Motorola will provide to Customer an invoice, and Customer will make payments to Motorola within forty five (45) days after the date of each invoice. Payments when due, will be in the form of a check, cashier's check, or wire transfer drawn on a United States financial instituti on. Motorola's annual maintenance and support pricing for Motorola products increases each year 5% over the previous term's pricing. Third-party products will increase annually based on a current vendor supplied maintenance and support quote. This section is subject to Sections 3.2 and 7. Please indicate acceptance of this extension by signing the acceptance block below and returning one copy to Ron Harman's attention by e-mailing it to ron.harman@motor olasolutions.com on or before September 1, 2018. Failure to return this fully executed letter on or before September 1, 2018 will result in a lapse in maintenance, which will be subject to a 10% recertification and reimplementation fee. If you have any questions or need further clarification, please contact Ron Harman directly at (916) 605- 9544 or by e-mailing ron.harman@motorolasolut ions.com. Sincerely, Chr{4t'vt'te/ LCJ.:Y Christine Lay Contracts Manager Motorola Solutions, Inc. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications 7237 Church Ranch Blvd, Suite 406, Westminster, CO 80021 Version 11-30-15 • MO-r0ROLA SOLUTIONS RE : Accepted by : Extension to Maintenance and Support Agreement; 361 Product: Offendertrak™ MOTOROLA SOLUTIONS, INC. By:£~ COUNTY OF FRESNO ON BEHALF OF FRESNO COUNTY SHERIFF'S OFFICE Name: Chris Carroll By ~ ~•~ Name : ~Q~; ~ Title : MSSSI Vice President & Director, Sales Title: Chairperson. Board of Supervisor Date: June 13. 2018 Date: __ J;;_;u--"ly'--10;..;.,..,;;;;2....;_0_18.;.__ _______ _ ATTEST: BERNICE E. SEIDEL C lerk of the Board o f S upervisors County of Fres no, State of California By Su~ &£b~ Deputy Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit t o the Maintenance and Support Agreement Page 2 Version 11 -30-15 •MOTOROLA SOLUTIONS Exhibit A-3 COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/20 23 15 vears\ County of Fresno on behalf of CUSTOMER AGENCY Fresno County Sheriff's Office BILLING AGENCY County of Fresno Address 2220 Fresno Street Address P.O. Box 1788 Citv, State, Zip Fresno, CA 93721 Citv, State, Zip Fresno, CA 93717 Contact Name Josh Mikow Contact Name Accounts Payable Contact Title Contact Title Telephone Number 7559) 600-81 21 Te leohone Number Email Address Josh. Mikow@fresnosheriff.org Email Address For support and updates on products below, please contact Motorola's Public Safety Application's Customer Support: (800) 323-9949 Option 2, Option 6, then select the corresponding prompt by product Standard Services Include: Customer Support Plan OFF Virtual Private Network VPN Tool, if applicable On-site Support (when applicable) Software Releases, as defined Case Management 24X7Technical Support 9x5 Third-party Vendor Coordination Access to Users Group Site MOTOROLA SUPPORTED PRODUCTS Product Offender trak TM Description Offendertrak Server Module License Offendertrak Per Bed License Lineuo/Muabook Module Bar Code Module Positive ID (1:1) Module Ca nteen Interface VINE Interface Coaent Interface (Livescan) Technical Service Level Qty 1 3225 1 24x7 1 1 1 1 1 MOTOROLA SUPPORTED PRODUCTS TOTAL Product Offendertrak TM Description Offender trak Server Module License Offender trak Per Bed License Lineuo/Muabook Module Bar Code Module Positive ID /1:1) Module Ca nteen Interface VINE Interface Coaent Interface /Livescan) Technical Service Level Qty 1 3225 1 24x7 1 1 1 1 1 MOTOROLA SUPPORTED PRODUCTS TOT AL Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications 7237 Church Ranch Blvd, Suite 406, Westminster, CO 80021 Page 1 Term Fees Term Fees 9/1/18-8/31/19 9/1/19-8/31/20 $164,228.00 $172,439.00 $164.228.00 $172,439.00 Term Fees Term Fees 9/1/20-8/31/21 9/1/21-8/31/22 $181,061.00 $190,114.00 $181,061.00 $190,114.00 Version 11-30-15 •MOT'OROLA SOLUTIONS Exhibit A-3 Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING MAINTENANCE AND SUPPORT AGREEMENT ID TERM: 9/1/2018-8/31/2023 (5 years) Product Offendertra k ™ Vendor Oracle Corp. Vendor Oracle Corp. Vendor Oracle Corp. MOTOROLA SUPPORTED PRODUCTS Technical Description Service Level Qty Offendertrak Server Module License 1 Offendertrak Per Bed License 3225 Lineuc/Muabook Module 1 Bar Code Module 24x7 1 Positive ID (1:1) Module 1 Canteen Interface 1 VINE Interface 1 Coaent Interface (Livescan) 1 MOTOROLA SUPPORTED PRODUCTS TOTAL -I •... • Description / Exhibit Reference Oracle Database Standard Edition - Processor Perpetual for Offendertrak --.-. Vendor Service Level Term Fees 9/1 /18-8/31 /19 $3,478.00 THIRD-PARTY VENDOR SUPPORTED PRODUCTS $3,478.00 Description / Exhibit Reference -Oracle Database Standard Edition - Processor Perpetual for Offendertrak Vendor Service Level Term Fees 9/1/20-8/31/21 $3,478.00 THIRD-PARTY VENDOR SUPPORTED PRODUCTS $3,478.00 Description/ Exhibit Reference Oracle Database Standard Edition -Processor Perpetual for Offendertrak Vendor Service Level 24x7 2 THIRD-PARTY VENDOR SUPPORTED PRODUCTS Term Fees 9/1/22-8/31/23 $199,620.00 $199,620.00 Term Fees 9/1 /1 9-8/31 /20 $3,478.00 $3,478.00 Term Fees 9/1/21-8/31/22 ·. • ; I I $3,478.00 Term Fees 9/1/22-8/31/23 ·• • : I I $3,478.00 Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 2 •MOTOROLA SOLUTIONS Exhibit A-3 Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years) Optional Services Available: 24X7 Technical Support Professional Services Upgrades* Hardware Refresh* Users Conference Advance Purchase** On-site Support Dedicated Resource *Reauire Multi-year Aareement Professional Services Training USERS CONFERENCE ADVANCE PURCHASE OPTION Attendees Users Conference Attendance Year 2020-2023 (NONE) Standard Attendance 1 Registration Only Standard Attendance Fees Includes the following: •Registration fee•Round trip travel for event (booked by Motorola)•Hotel accommodations (booked by Customer Agency per Motorola website instructions)•Ground Transportation (booked by Motorola)•Daily meal allowance2 Qty Fees 0 $0.00 0 $0.00 1 Standard Attendance includes above accommodations for the regular conference days. Any offer for pre-training outside of thestandard conference days is not included in this offer. Customers who wish to attend pre-conference training may do so at their own lodging and food expense. Adjustment to travel dates and times to attend pre-conference training is allowed 2 Daily meal allowance is determined by Motorola based on published guidelines. In no event will the amount provided exceed attendee's applicable Agency rules regarding meal expenses, provided the attendee or his/her agency notifies Motorola in advance of the conference of any restrictions, prohibitions or limitations that apply. SUPPORT FEES SUMMARY Product Service Level Offendertrak ™ Customer Satisfa cti on Discount SUBTOTAL MOTOROLA SUPPORT Oracle Corp. -Oracle Software 24x7 SUBTOTAL THIRD PARTY SUPPORT Product Offendertrak TM GRAND TOTAL Service Level Customer Satisfaction Discount SUBTOTAL MOTOROLA SUPPORT Oracle Corp. -Oracle Software 24x7 SUBTOTAL THIRD PARTY SUPPORT GRAND TOTAL Term Fees 9/1/18-8/31/19 $164,228.00 $3,285.00) $7,820.00 $153, 123.00 $3,478.00 $3,478.00 $156,601.00 Term Fees 9/1/21-8/31/22 $190,114.00 $3,802.00) ($33,706.00 $152,606.00 $3,478.00 $3,478.00 $156,084.00 Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page3 Term Fees 9/1/19-8/31/20 $172,439.00 $3,449.00 $16,031.00 $152,959.00 $3,478.00 $3,478.00 $156,437.00 Term Fees 9/1/20-8/31/21 $181,061.00 $3,621.00 $24,653.00) $152,787.00 $3,478.00 $3,478.00 $156,265.00 Term Fees 5-Year Term Fees 9/1/22-8/31/23 9/1/18-8/31/23 $199,62 0.00 $907,462.00 ($3,992.00) ($18,149 .00 ) ($43,212.00) $125,422.00) $152,416.00 $763,891.00 $3,478.00 $17,390.00 $3,478.00 $17,390.00 $155,894.00 $781,281.00 Version 11-30-15 •MOTOROLA SOLUTIONS Exhibit B-3 CUSTOMER SUPPORT PLAN MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years) CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office Introduction Welcome to Motorola Customer Support. We appreciate your business and look forward to serving your needs on your Public Safety Applications (PSA) system. The Customer Support Plan is designed to provide Motorola customers the details necessary for understanding Motorola overall support processes and policies as a compliment to the Motorola Maintenance and Support Agreement. The Motorola Maintenance and Support Agreement is the legal and binding contractual terms for which services are provided under. Questions or concerns regarding your support plan can be directed to your Support Manager. Below are the topics outlined in this Customer Support Plan: I.Service Offerings II.Accessing Customer Support Ill. Severity Levels and Case Management IV.Responsibilities V.Customer Call Flow VI.Contacts I.Service Offerings Motorola Customer Support organization includes a staff of Support Analysts who are managed by Motorola Customer Support Managers and are chartered with the direct front-line support of Motorola Customers. A Support Analyst is a system technologist responsible for providing direct or escalation support. A Support Analyst is sometimes referred to as a Customer Support Analyst ("CSA") or Technical Support Analyst ("TSA") or Technical Support Representative. Motorola Support Organization offers a multi-layered approach to a total service solution. Levels of support are defined as follows: Service Levels r-:----:---:-:------,--,--....,..,---,---,----:----,----------, Logging, dispatching and tracking service requests Selected 1 s call support, triage and resolution Telephone and/or on-site support for normal technical requirements High-level technical support prior to Engineering escalation Engineering software code fixes and changes Motorola provides to customers on an active Maintenance and Support Agreement defined services and Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in Section 3 of the main body of the Maintenance and Support Agreement. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page4 Version 11-30-15 •MOTOROLA SOLUTIONS II.Accessing Customer Support The Motorola Solutions System Support Center Operations Motorola Public Safety Applications Technical Support personnel in cooperation with Motorola System Support Center ("SSC") provide the gateway to technical support for all of Motorola Public Safety Application systems. Accessing support through Motorola toll free 800 number, web ticketing or email ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make certain systems are restored and running at peak levels as quickly as possible. This is accomplished by obtaining accurate customer and problem details and by directing requests to the right support team in a timely manner. The System Support Center offers total call management including: •Single point of contact for Motorola service requests•Logging, dispatching and tracking of service requests•System capabilities to identify pending cases and automatically escalate to management•Database and customer profile management•Standard reports with on-demand distribution •Case notification Motorola System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That means you can call us anytime. Support Center personnel enter requests for service, technical assistance, or telephone messages into a database system. Every time you call us, we log information about your request into the tracking system so that the information is available for reference and analysis to better serve your future service needs. Another benefit of logging every service request is that Motorola and customers can track the progress from initial contact to final resolution. There are three options for accessing Support at Motorola: 1.Motorola System Support Center Toll Free Number 2.eCase Management through Motorola Online 3.Email Case Ticketing Option 1 -Call Motorola Solutions System Support Center Call Motorola Solutions Toll free 800-323-9949 •Select from the auto attendant as follows:•Option 2 -Technical Support of Infrastructure Products•Then select Option 6 -Public Safety Applications•Next select the appropriate system type option 1.CAD 2.RMS, Records 3.Mobile Applications 4.Jail Management Systems 5.Law Records (LRMS) 6.Customer Service Request System (CSR) 0.All Other Applications Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact and your agency and product specific Site Identification Number. Providing a brief problem description will assist in defining the severity level and determine proper case routing to the appropriate Motorola Technical Support Team Member. A unique tracking number will be provided to your agency for future reference. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 5 Version 11-30-15 •MO'rOROLA SOLUTIONS Generally customers calling the toll-free 800 number will access Public Safety Applications technical support directly. For heavy call times or after hours the caller will be directed to Motorola System Support Call Center Operations. Once the logging process is complete customers are transferred directly to a Technical Support Analyst 24/7/365. Motorola Call Flow An atAo notifieati on ts sent to the-customer with the case numberthatwas created. R•sponse lo thes e cases Is wi1hin 2 hours. A case Is atAo 1ogoed ilClalflt Yes � Yes FoHow pn,w .. to create a PO CAD. JAIL, MOBILE, LRMS, CSR [: so tho keyword list to ermine cusiomer's case seartj Vos Creal& at&th support case. Pr<tlldttuslomar their case runber N Open and rater to Y es axilllir;i Case Cr&a!e a t&ch support case. Prov id& custom&r their case number Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page6 Openardreferto existing C ase Use the key vord isl to determine-t omer 's case sev rUy Version 11-30-15 •MO'f'OROLA SOLUTIONS Technical staff Call Flow uto notification i s sen t to customer with resolution information Techrvcal Support The Support Analyst works the issue ma king updates to the Clarify case. No The Support Analyst works th e Clarify case to resolution. Support technician closes the Clarify case End cu stomer process Ye The Support Analyst logs the SR. An Engineer works the SR and makes updates to the Clarify case The Engin eer works the SR to resolution. Support techn ician closes the Clarify case after FR B and CrashTrack process. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 7 Version 11-30-15 •MOTOROLA SOLUTIONS How to Obtain Technical Support for Products Action / Response Step 1. Call the Motorola Solutions System Support Center 1-800-323-9949 Step 2. Select option 2 (Technical Support) Step 3. Select option 6 (Public Safety Applications) Step 4. Select product specific option Step 5. Provide Site Identification Number (See Covered Products Exhibit for your agency's Site Identification Numbers) Step 6. Provide Your Information Step 7. Case Number Generated Check Status Case Assignment Standard Response Time Step 8. Notification of CASE All Activity Notification of CASE Open/Close Activity Caller Name Contact Phone Number Description of problem Severity of system problem determined at time of call Time available for call back Email address Caller will receive a Case number for tracking the service request. The caller may check the status of a Case at any time by calling the System Support Center at 1-800-323-9949 and following steps 2-4 above and providing the case number. The Customer Support Representative will determine a course of action and assign the Case to the appropriate group. RESPONSE See Section Ill for Severity Level definitions Severity 1: 1 hour Severity 2: 3 business hours Severity 3: 6 business hours Severity 4 : 2 business days Case Notifications are available for up to 4 persons. Notifications are sent via pager or email when any of the following events occur on a Case: Open, Assigned, Site Arrival, Deferred or Closure. To request case notifications, please contact your Support Manager. Case Notifications are available for up to 4 persons. Notifications are sent via pager or email when any of the following events occur on a Case: Open or Closure. To request case notifications, please contact your Support Manager. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 8 •MOTOROLA SOLUTIONS Option 2 -Submit a ticket via eCase Management from Motorola On-Line Motorola Online eCase Management provides a fast, intuitive, and efficient interface for Technical Case Management that allows customers to open, update, and view the status of their cases on the web. Setting Up a Motorola Solutions Online Account To set up a Motorola Solutions On-Line account, please visit https://businessonline.motorolaso lutions.com and follow the directions on the link for "Sign Up Now.• A User ID and Password are not required for setting up your account. After accessing the link above , indicate in the "Additional Information" field you are a Public Safety customer seeking access to eCase Management. Once you submit your request , you will receive a confirmation email indicating receipt and including additional details about the Motorola Solutions Online account set up. In app roximately 4-5 business days an additional email will be sent which includes details about your Online account. Accessing the Technical Case Management web site Once you have set up your agency's Motorola On-Line Account, to access the site simply log onto Motorola at businessonline .motorolasolutio ns.com with your user ID and password, click on the Conta ct Us O Open Case, and select System Support Issue from the Issue Type drop-down. Primary Features of Online Technical Case Management Motorola customers have three main functions available through Motorola Online to manage their cases: A.Open new cases B.Search for existing cases and view details of the existing case C.Update existing cases by adding notes A.Open a New Case 1.Log into Motorola Solutions Online 2.Click on the "Case Mgmt" 0 Open Case Welcome i· .. c,;:·�rr� I Con taclLl1t H!lp Logout ' MOTOROLA SOLUTIONS _se_ar_ch __ _ Buying Center • Reaource Center • Tfatnlng • Order S18hJ1 • lly cw • Repllr Center Actounl Stew, Setllng1 • cm Mgml • Home Op1nCm S1archC1t11 (800) 814-0601 Contact Motorola Solutions lor your customer care needs.HOME Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 9 Version 11-30-15 •MOT'OROLA SOLUTIONS 3.Select the Reason Code = System Support Issue (and the page will automatically reload) --------- ------------------- -- 1 Open Case Welcome to the Open Request Screen. From here, you may open a request which will be tracked and routed to the proper Motorola Employees. To permanently change your email address or phone number, you must go to the Motorola Memllers hip Site Contact Name: PSA Customer WeblD Contact Phone: 8008140601 Contact Email: PT1728@MOTOROLASOLLJTIONS,COM Reason: System Support Issue ... Title: System Support Please Specify Site: Case Type: Please Specify ... Seventy: Please Specify ... System: Please Specify Description: 4.Fill in the Case Title (description of request) and choose the applicable Site (which are listed alphabetically) 5.Choose case type Technical Support, Severity Level and Public Safety Applications System 6.Fill in a detailed description of your issue 7.Click "Create Case" I ---------- -----OpenC-;s.; ---------- Welcome to the Open Request Screen. From here, you may open a request which will be tracked and routed to the proper Motorola Employees. To permanently change your email address or phone number. you must go to the Motorola Me mbership Site Contact Name: PSA Customer Web lO Contact Phone: 8008140601 Contact Email! PT1728@MOTOROLASOLUllONS.COM Rea .son: System Support Issue Tftle: System Suppon Site: case Type: Please Specify Please Specify Severity: Please Specify • System: Please Specify Description: Create Case Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 10 •MOTOROLA SOLUTIONS 8.eCase Management will give immediate confirmation of case number (new case numbers are 8 digits long), Note: The confirmation screen includes "expand all" and "collapse all" but tons for case notes. B.Search for an Existing Case 1.Log into Motorola Online 2.Click on the "Case Mgmt" 0 Search Case 3.Enter the ex2ct case number or enter search criteria to find a range of tickets 4.Click "Got To" or "Search" ' MOTOROLA SOLUTIONS Contact U,t Http Loaout Search BuytngCenlu • R&tOUrceCtnllr • T111n1.ng • OrdtrSIIIUt • llyCw • RtpaltCtnler AccounlStltus Sttllngs • CmM,ml • Home 1800) 814-0601 Contact Motorola Solutions for your customer care needs. HOME Cue Number: Go DirecUy to Case (Please enter the exact case number.) Op1nCtu SurchCu11 ---------- Casa Numb er: Tltle: Type: Condition: 0 All My Cases Open � ,�, 01 Sep 2002 !iiffl To 06 Mar 2012 ffl Enter Search Criteria Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 11 .ml ►i¥fi3M Version 11-30-15 •MOTOROLA SOLUTIONS C.Update an Existing Case 1.You can also add notes after submitting your case, by clicking on the "Add Notes" button ---� ---·�-ltfDbf.tlll COR C<lnoElion: Ooon Cum111u 11n111•, TEST CUSTOMER i":MII> !li:Uillf.! Ntu .Attll::1!)nAl1 fflluo Typ•1 Syi�1QM S�Drt c...os ... ,�:Web oetallUo, ea. nooo0216 41 Case Number I Tlde:TEST S�m Silo ID; MDT11<0 Symai Sita Name: Test Site as an example f:Mtll �ya'AM� fT Ca1c-Typcu Na:twort M.anag;morrt Con11e1 , .. .,., T esl fest \'/WO COt'lf.Elr.1 P•Of'I•: 847 7��-J002 Exi:end/Collapse Buttons 1±1 11±1 C..mt■ct fmah: 1 test@tcst.coml.es.l J.w1o1Q, 1--�-�;II �··I :: "I ·: ... I (<Nie i2Q1/YAC .��'SlPW tit�l'.1t,(,-:,rtact: Pl&,,)oe'S�Dl'iy, �1: • Nc;t:O�G'IP!Oi IM<O ..1•�1-3!tl.53P� ,.,.i�-.-"""'""'"''j"" -----------'--------'---------,M"jllJl"I Add Notes ._I -------' Motorola Solutions On-Line Support 1.Motorola does not recommend using this tool for opening Severity 1 or 2 cases. For any critical issues, customers should contact the System Support Center by calling 800-323-9949 and following the appropriate prompts. 2.The same guidelines would apply to updating cases with critical information. Any critical updates should be reported directly to Support at 800-323-9949. 3.When updating case notes, please provide contact information, which includes phone number, email, etc. 4.For questions on Motorola Online eCase Management or Support, please contact the Motorola Online Helpdesk at 800-814-0601 . Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 12 Version 11-30-15 •Mcn-0ROLA SOLUTIONS Requirements for effective usage: Browser: Internet Explorer 5.0 or greater Valid MOL user ID and Password Motorola On-line Flow eCase Process Is the customer entitled to service? Follow the >-----N ---"� process to create Yes s the pro du supported by Boulder or Salt Lake City? Boulder Assign the case to the "PSA Boulder Clarify Queue• alt Lake City a PO Assis,, the Tech Support case to the "PSA Salt Lake City" Clarify Queue The case is assigned to the appropriate (1.Jeue An auto notification is sen t to the owners of the queue Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 13 •MOT'OROLA SOLUTIONS Option 3 -Submit a ticket via Email Case Management An alternative Customer Support tool is available for PSA customers. Along with the toll-free phone number and Motorola Online, customers can request technical support by email. For many customers who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating cases. To ensure proper case management and contractual response, email ticketing is only available for severity levels three and four. In order to properly process a ticket via email, the message must be formatted exactly as described below: 1.Address your email to PSACASE@motorolasolutions .com 2.Type PSA Service Request and a brief description of the system issue in the Subject line of the e-mail message. This will become the case title 3.Type Site ID = followed by the site identification number of the system location 4.Type Product Type= followed by the product family type. Choose from the following list: •CAD (OR FRIENDS OF CAD, such as AWW, ATM, AVL and UDT) •CSR (CUSTOMER SERVICE REQUEST) •INFOTRAK, LRMS •JAIL MANAGEMENT (OFFENDERTRAK) •MOBILE APPLICATIONS (PMDC, AIRMOBILE, TXMESSENGER)•NETRMS 5.Type Contact First Name = followed by your first name or the name of the person you would like support personnel to contact 6.Type Contact Last Name = followed by your last name or the name of the person you would like support personnel to contact. 7.Type Phone Number = followed by the area code and phone number where the contact person may be reached 8.Type Severity Level = followed by either severity level 3 or 4. All severity level one or two cases must be opened via the toll-free PSA customer support number 9.Type Problem Description = followed by a comprehensive description of the problem 10.Send the message to us. You will receive an email with your case number for future reference. If an email response is not received, or if you need to open a severity level one or two case, please contact the PSA Customer Support at 1 800-323-9949 for further assistance. SAMPLE Email Ticket Formatting: �-�-- --------------- � :'= =======================================================:-=-::============�·� :==-=================-=-=--=--=--=--=-=-=-=-=-=-=-=-=-=-=-=-=-=-=================:::; Subject: �rvice Request NetRMS Reports Not Functioning Site ID number: PSA1234_(NetRMS_) (Clarify site identification number) Product type: NetRMS (Specific product such as LRMS, NetRMS, PremierMDC, etc.) Contact first name: John Contact last name: Doe Phone number: 303-123-4567 Severity level: Level 3 {Email ticketing is available for severity levels there and four only) Problem description: NetRMS does not allow for the creation of manual-case reports which is affecting the generation of daily reports (Include a comprehensive description of the problem) .. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applicatlons Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 14 •MOTOROLA SOLUTIONS Ill. Severity Levels and Case Management Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer's more severe service needs. Severity level response time defines the actions that will be taken by Motorola Support and Engineering teams. Due to the urgency involved in some service cases, Motorola will make every reasonable effort to provide a temporary or work around solution (On Demand). When a permanent solution is developed and certified through testing, it will be incorporated into the applicable On Demand, Cumulative Update, Supplemental, or Standard Release. SEVERITY DEFINITION RESPONSE TIME LEVEL Total System Failure -occurs when the System is not functioning and there is no workaround; such as a Central Server is down or Telephone conference 1 when the workflow of an entire agency is not functioning. This level within 1 Hour of initial is meant to represent a major issue that results in an unusable voice notification System, Subsystem, Product, or critical features. No work around or immediate solution is available. Critical Failure -Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic Telephone conference operations is not functioning and there is usually no suitable work-within 3 Busines s Hours around. Note that this may not be applicable to intermittent of initial voice notification problems. This level is meant to represent a moderate issue that during normal business limits a Customer's normal use of the System, Subsystem, Product hours or major non-critical features. Non-Critical Failure -Non-Critical part or component failure occurs Telephone conference when a System component is not functioning, but the System is still within 6 Business Hours useable for its intended purpose, or there is a reasonable of initial notification workaround. This level is meant to represent a minor issue that during normal business does not preclude use of the System, Subsystem, Product, or hours critical features. Inconvenience -An inconvenience occurs when System causes a Telephone conference minor disruption in the way tasks are performed but does not stop within 2 Standar d 4 workflow. This level is meant to represent very minor issues, such Business Days of initial as cosmetic issues, documentation errors, general usage questions, notification and product or System Update requests. Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is Jogged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 15 Version 11-30-15 •MOTOROLA SOLUTIONS Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. CRITICAL 0 Hours 2 Hours 4 Hours 8 Hours 12 Hours Escalation Policy-Severity Level 1 ACTION RESPONSIBILITY Initial service request is placed. Support Analyst begins working S rt A I t on problem and verifies I determines severity level. uppo na ys If a resolution is not identified within this timefrarne, SA escalates to the Customer Support Manager who assigns Support Analyst additional resources. Email notification to Director of Customer Support Manager Support and Director of System Integration. If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Support Manager and Director of System Integration to assign additional Director of Customer Support resources. Email notification to Vice President of System Director of Systems Integration Integration and Vice President Customer Support. Support Manager If a resolution is not identified within this timeframe, Director of Director of Customer Support Customer Support escalates to Vice President of System Director of Systems Integration Integration, Vice President of Support, and Account Team. VP of System Integration VP of Customer Support If a resolution is not identified within this timeframe, Director of Senior Management Customer Support escalates to Vice President of System Support Integration, Vice President of Support, and Account Team, Operations Senior Vice President of Operations, System Integration, Systems Integration Customer Support and Engineering. Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning. 3.1 Reporting a Problem. Customer will assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed above. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Motorola call incoming center. Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer-reported problem. 3.2 Motorola will use best efforts to provide Customer with a resolution for Severity 1 and Severity 2 issues within a reasonable time and in accordance with the assigned Severity Level when Customer allows timely access to the System and Motorola diagnostics indicate that a Residual Error is present in the Software. Should Customer report an error that Motorola cannot reproduce, Motorola may enable a detailed error capture/logging process to monitor the System. If Motorola is unable to correct the reported Residual Error within a reasonable time, Motorola will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should Motorola, in its sole discretion, determine that such Residual Error is not present in its Release, Motorola will verify: (a) the Software operates in conformity to the System Specifications, (b) the Software is being used in a manner for which it was intended or designed, and (c) the Software is used only with approved hardware or software. 3.3 Error Correction Status Report. Motorola will provide verbal status reports on Severity Level 1 and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to System Administrator on a monthly basis. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 16 Version 11-30-15 •MOTOROLA SOLUTIONS IV.Key Responsibilities 4.1 Motorola Responsibilities 4.1.1 Support on Motorola Software. Motorola will provide any required software fixes in the form of either a "patch" or in an On Demand, Cumulative Update, Suppleme ntal or Standard Release. 4.1.2 Motorola Response. Motorola will provide telephone and on-site response to Central Site, defined as the Customer's primary data ·processing facility, and Remote Site, defined as any site outside the Central Site, as shown in the Covered Products, Support Options and Pricing Exhibit. 4.1.3 Remote Installation. At Customer's request, Motorola will provide remote installation advice or assistance for Updates. 4.1.4 Software Release Compatibility. At Customer's request, Motorola will provide: (a) current list of compatible hardware operating system releases, if applicable; and (b) a list of Motorola Software Cumulative Updates, Supplemental, or Standard Releases. 4.1.5 Customer Notifications. Motorola will provide access to (a) Field Changes; (b) Customer Alert Bulletins; and (c) Hardware and Firmware Updates, as released and if applicable. 4.1.6 On-Site Software Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Motorola facilities. Motorola will decide whether on-site correction of any Residual Error is required and will take appropriate action. 4.1.7 On-site Product Technical Support Services. Motorola will ·furnish labor and parts required due to normal wear to restore the Equipment to good operating condition. Customer will provide on-site hardware service or is responsible for purchasing on-going maintenance for Third Party on-site hardware support. 4.1.8 Principal Period of Maintenance. At Customer's request, Motorola will provide continuous effort to repair a reported problem beyond the PPM per the customer selected service level, provided Customer gives Motorola access to the Equipment before the end of the PPM, Motorola will extend a two (2) hour grace period beyond PPM at no charge. Following this grace period, any additional support will be invoiced on a time and material basis at Motorola then current rates for Professional Services. 4.1.9 Compliance to Local, County, State and/or Federal Mandated Changes. (Applies to Software and interfaces to those Products) Unless otherwise stated herein, compliance to local, county, state and/or federally mandated changes, including but not limited to IBR, UCR, NCIC and state interfaces are not part of the covered Services and will be quoted at the time of the request. Federal and State mandated changes for IBR and UCR are included in Motorola's standard maintenance offering. 4.1.10 Anti-virus Software. At Customer's request, Motorola will make every reasonable effort to test and verify specific anti-virus, anti-worm, or anti-hacker patches against a replication of Customer's application. Motorola will respond to any reported problem as an escalated support call. 4.1.11 Account Reviews. Upon request, Motorola will provide annual account reviews to include (a)service history of site; (b) downtime analysis; and (c) service trend analysis. 4.1.12 Reports. Service history reports and notifications are available from the Motorola call tracking system. If you are interested in obtaining access to service history reports and ticketing notifications, inquire with your Technical Support Representative. 4.1.13 Maintenance Contract Administration. Motorola's Maintenance Contracts Business manages the maintenance agreement following the warranty term that may be included in the purchase of a Motorola system. Approximately four months prior to the expiration of the warranty period, a Motorola Customer Support Manager will contact you to discuss the options available for your Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 17 Version 11-30-15 •MOTOROLA SOLUTIONS 4.2 specific site. The terms of the agreement can be customized to your agency's budgetary requirements and cycle. Motorola offers various levels of support to meet an agency's requirements, for example: •Telephone, VPN support for software fixes •Varying hours of coverage •Third party vendor services•On-site services •Users Conference •Professional Services Customer Responsibilities 4.2.1 Initiate Service Request Cases. Contact Motorola through authorized tools and processes outlined in the Motorola Maintenance and Support Agreement Customer Support Plan Exhibit to initiate technical support request case. 4.2.2 Assess Severity Level. Assist in assessing the correct severity level per the severity level definitions found in the Customer Support Plan Exhibit. 4.2.3 Escalate Appropriately. Contact Motorola to add information or make changes to existing technical support cases, or escalate service requests to Motorola management. Motorola Services management contact information provided in the Customer Support Plan Exhibit. 4.2.4 Support on Hardware. Customer will provide all on-site hardware service or is responsible for purchasing on-going maintenance for 3rd party on-site hardware support. Third party support on some system components may be available through Motorola Maintenance and Support Agreement. Customer will contact the appropriate vendor directly for parts and hardware service if not purchased through the Motorola Maintenance and Support Agreement. 4.2.5 VPN connectivity. Provide VPN connectivity and telephone access to Motorola personnel. 4.2.6 Anti-virus software. Run installed anti-virus software. 4.2.7 Operating System ("OS") Upgrades. Unless otherwise stated herein, Customer is responsible for any OS upgrades to the System, except HP OS upgrades. Before installing OS upgrades, Customer will contact Motorola to verify that a given OS upgrade is appropriate. 4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing your system errors, Motorola has created the Trouble Report Form (page 21). Completion of this form by the customer is voluntary. The Trouble Report form helps Motorola Technical Support reduce errors by increasing the understanding of the problem description definition. It may also improve repair time by understanding the probability of repeat errors. Additionally, should escalation to Motorola Engineering team be required, information gathered on this form will aid by potentially avoiding the wait associated with error reoccurrence. Information customers provide on the Trouble Report form will assist Motorola Support team in expediting and troubleshooting the issue. Your assistance in providing the information is appreciated. Once you complete the form, please e-mail or fax this form to the Technical Support Representative assigned to work on the issue reported. Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 18 •IWO'FOROLA SOLUTIONS Agency Name: Contact Name: Contact Phone: Severity Level: Subject: Product/Version: Problem Description: Steps to Duplicate: Step One: Step Two: Step Three: Step Four: Step Five: Step Six: Step Seven: Additional Steps: Expected Results: Actual Results: Configuration Checked: Trouble Report Form Motorola Case Number: E-mail Address: Contact Fax: CAD Correction#: Please ensure that the descnption provided 1s as detailed as possible. Including accurate details, helps Motorola to resolve the issue promptly and successfully. Please be sensitive to the use of verbiage that is specific to your agency or area of the country. Full understanding of the facts on a reported issue increases Motorola probability of locating a root cause and achieving a timely resolution. Motorola understands that duplication is not always easy. However, if you are able to duplicate the issue, providing us with the detailed keystrokes will greatly improve our ability to correct the issue in question. When unable to duplicate the issue on demand, providing us with detai ed steps that preceded the issue reported will greatly helj:l. '------------------------------------------' Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Version 11-30-15 Page 19 •MOTOROLA SOLUTIONS V.Customer Call Flow To Be Provided By Customer VI.Contact Information Motorola Contacts ;�c0tstf.Act�--. �. ; c::.- --....-.. ...1 ·- -- • = ,._ ----. --=-- - -.--.., -� . --- Motorola Solutions System Support Center Linda Hudson Senior Manager, Technical Support Linda.Hudson@motorolasolutions.com Phillip Askey Tier 2 -Technical Support Manager P.Askey@motorolasolutions.com Jeff Dolph Tier 1 -Technical Support Manager JeffDolph@motorolasolutions.com Wayne Parent Technical Support Lead -Records Applications Wayne.Parent@motorola solutions.com Ron Harman Customer Service Manager ron.harman@motorolasolutions.com · PH-oNE':NiJivr seR �.,,--· .... .,, :.--=:::. >c-. , .... ----. -----� (800)393-9949 (303)527-4017 -office (720)565-4764 -office (303)527-4038 -office (303)319-8935 -mobile (801)234-9971 -mobile (916)605-9544 -mobile C t us omer C ontac to e prov1 e y ts ( b "d db C ustomer ) Customer Agency Name: County of Fresno on behalf of Fresno County Sheriff's Office Address: 2200 Fresno Street City, State and Zip: Fresno, CA 93721 Billing Contact Name: Accounts Payable Phone No: (559) 600-8579 Email: NIA Backu12 System Administrator Name:Josh Mikow Phone No: (559) 600-8121 Email: josh.m ikow@fresnosheriff.org Service Escalations Contact Name: Kai Chakravarthy Title: Phone No: (559) 600-8124 Email: kal.chakravarthy@fresnosheriff.org Motorola Solutions, Inc. Appllcations and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 20 Version 11-30-15 •MO'rOROLA SOLUTIONS Exhibit C-3 LABOR RATES MAINTEN ANCE AND SUPPORT AGREEMENT _ 361 TERM: 9/1/2018-8/31/2023 (5 years} CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office The following are Motorola's current labor rates, subject to an annual change. The following rates apply to Customers with a current, active Maintenance and Support Agreement. Billable rates apply to services provided outside of the scope of the Maintenance and Support Agreement and outside the selected Service Level PPM: After 5 p.m., Saturday, Sunday, Motorola Holidays $334 per hour, 2 hours minimu m apply to Customers without a current, active Maintenance and Support to services available on a Time and Material basis: SERVICE HOURS LABOR RATES 8 a.m.-5 p.m. M-F (local time) $446 per hour, 2 hours minimum After 5 p.m., Saturday, Sunday, Motorola Holidays $668 per hour, 2 hours minimum Above rates reflect labor rate only. Additional fees for on-site travel expenses, third party expenses and /or materials will be quoted at the time of customer request for services. Fresno will provide an open Purchase Order in the amount of $50,000.00 which Motorola will bill against when Time and Materials services are requested. Motorola will follow its standard Time and Materials process when Fresno opens a case for support on these products. The process is that Motorola will create a simple quote that outlines the requested services, the estimated amount of time to deliver and the cost that will then be billed against the Fresno Purchase Order number provided once the services are delivered. Fresno will agree to the time and services before the work begins. If time to deliver is lower than expected, Motorola will bill only for hours used. lf time to deliver is greater than estimated, Motorola will submit a new quote for T&M services fo r Fresno's agreement prior to extending the work on the case. The following Motorola Software will be supported on a T&M bases: Product Description PremierCAD Server License Motorola Geofile License UDT 4.0 License AVWV License CAD Ad Hoc Rpt Server License PremierCAD™ Open Querv Server License Open Query Client License ATM Server License ATM Client License Premier AVL Server License ATM Vehicle Client License PMDC Standard MDT Interface E9-1-1 Interface PremierCADTMlnterfaces Spectracom Netclock Interface CryWolf False Alarm Billing Interface ATM/AVL (2 wav) Interface Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 21 Qty 1 1 1 150 1 1 750 1 58 1 300 1 1 1 1 1 Version 11 -30-15 •MOTOROLA S'Oi.UTIONS Exhibit C-3 Continued LABOR RATES MAINTENANCE AND SUPPORT AGREEMENT TERM: 9/1/2018-8/31/2023 (5 years) CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office The following Motorola Software will be supported on a T&M bases (continued): PremierMDCTM NetRMS NetRMS Modules NetRMS Interfaces ••ll!l!lll!ffl!!W Premier MDC Server License 501-1000 units POP3/SMTP Server Interface Premier MDC Client License POP3/SMTP Client Interface GPS lnte ration Client Module ATMM lnte ration Client Module State/NCIC/NLETS Interface CAD Standard Interface NetRMS CA UCR S ecifics NetRMS Connections NetRMS Cruiser EVALIS Earl Warnin S stem Calls for Services Case Re ort Warrants Traffic Accident Animal Control Re istrants Permits and Licensin Firearms Stora e Vehicles/Im Personnel DA Intake Bookin Case Assi nment Tool Auto Routin PCAD to NetRMS NetRMS to CLETS Offendertrak to NetRMS LaserFiche Cal Gan Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 22 656 300 300 300 450 656 Version 11-30-15 •MOTOROLA SOLUTIONS Exhibit D-3 SELF-DEALING TRANSACTION DISCLOSURE FORM MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years) CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office SELF-DEALING TRANSACTION DISCLOSURE FORM In order to conduct business with the County of Fresno {hereinafter referred to as "County"), members of a contractor's board of directors {hereinafter referred to as "County Contractor"), must disclose any self-dealing transactions that they are a party to while providing goods, performing services, or both for the County. A self-dealing transaction is defined below: "A self-dealing transaction means a transaction to which the corporation is a party and in which one or more of its directors has a material financial interest" The definition above will be utilized for purposes of completing this disclosure form. INSTRUCTIONS {1) Enter board member's name, job title (if applicable), and date this disclosure is being made. (2)Enter the board member's company/agency name and address. (3)Describe in detail the nature of the self-dealing transaction that is being disclosed to the County. At a minimum, include a description of the following: a.The name of the agency/company with which the corporation has the transaction; and b.The nature of the material financial interest in the Corporation's transaction that the board member has. {4) Describe in detail why the self-dealing transaction is appropriate based on applicable provisions of the Corporations Code. (S)Form must be signed by the board member that is involved in the self-dealing transaction described in Sections (3) and (4). Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 23 Version 11-30-15 •MO'ffJROLA SOLUTIONS Exhibit D-3 Continued SELF-DEALING TRANSACTION DISCLOSURE FORM MAINTENANCE AND SUPPORT AGREEMENT 361 TERM: 9/1/2018-8/31/2023 (5 years) CUSTOMER: County of Fresno on behalf of Fresno County Sheriff's Office (1)Company Board Member Information: Name: Date: Job Title: (2)Company/Agency Name and Address: Motorola Solutions, Inc. 7237 Church Ranch Blvd, Suite 406 Westminster, CO 80021 (3)Disclosure (Please describe the nature of the self-dealing transaction you are a party to): NONE PRESENTLY KNOWN (4)Explain why this self-dealing transaction is consistent with the requirements of Corporations Code 5233 (a): (5) Authorized Signature Signature: I Date: I June 8, 2018 Motorola Solutions, Inc. Applications and Data Solutions Public Safety Applications Exhibit to the Maintenance and Support Agreement Page 24 Version 11-30-15