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HomeMy WebLinkAbout28693~ en w ~ <( DocuSign Envelope 10 : 0753742B-OC8E-4505-A37D-BE8ECB22BF55 Agreement No. 16-580 ~ Q) (3 _j<f) w~ 9 .~ W2: enQ) . c. W:> wen ~ ~'0 Z-o c:::~ w~ >-!DID ID State and Local Government-Microsoft Premier Support Services Description (M icrosoft Affiliate to complete) I Services Description Number. (For Microsoft Internal Purposes Only) t----------------f MSL Number U5105344 ~------------------~ This services description ("Services Description") is made pursuant to t he Microsoft Master Services Agreement, (the "Agreement") effective as of 09/18/2012, wh ich is incorporated herein by this reference . In this Services Description "You", "Your" or "Customer" means the undersigned customer and "We," "Us," or "Our" means the undersigned Microsoft affiliate. Any terms not otherwise defined herein will assume the meanings set forth in the Agreement. This Services Description is comprised of this cover page and the Services Description terms below, which are incorporated herein this reference . Name of Customer County of Fresno Contact Name (Th is person rece ives invoices under this Services Desc ri ption unless otherwise specified on Your purchase order.) Name of Customer or Affiliate that executed the Agreement if different than the undersigned Fresno County Sheriff-Coroner's Office Street Address 2200 Fresno St City Fresno Country USA illVOICIIICJ State/Province CA Postal Code 93721 Contact E-mail Address Kal .chakravarthy@fresnosheriff.org Phone 559-600-8124 Fax Premier Support is a prepaid service and all fees and any applicable taxes are due upon acceptance of this Services Description . We must be in receipt of a purchase order, check, or other acceptable form of payment before We will begin providing Services . We will invoice You for additional Services performed and expenses incurred . Our invoices are payable in full within 45 days of receipt by You and will be directed to Your representative for payment at the address shown above unless otherwise provided in a purchase order. Notwithstanding the foregoing, multi-year Service Descriptions will be invoiced upon Our acceptance of this Services Description for year one and the remaining installments will be invoiced at the subsequent anniversaries of the Commencement Date as defined on the Fee and Named Contacts Schedule(s). We reserve the right to adjust Our fees prior to entering into any new Fee and Named Contacts Schedu This Services Description will commence on 10/02/2016 and will expire on 10/01/2019 (the "Expiration Date") unless otherwise extended uent FNC(s). By signing below the parties acknowledge and agree to be bound to the terms of the Agreement and this Services D • Cu1totnPr Mtc 1 osoft Afftlwte Name of Customer (please print) County of Fresno Ernest Buddy Mendes Name Microsoft Corporation Kr i s Caceres >remieli5.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 1 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 Title of person signing {please print) Title of person signing {please pri nt) Chairman Board of Supervisors Solutions Specialist Date Date q-d--1-\lo 8/29/2016 1. OVERVIEW. This Services Description describes the various types of services that may be obtained (the "Services "). In addition, it sets forth the parties ' respective responsibilities, prerequisites and assumptions that underlie the provision of the Services , applicable fees, and additional terms and conditions . The Services focus on the following key areas : Support Account Management from an assigned M icrosoft resource ("Services Resource ") helps to build and maintain relationships with Your management and service delivery staff and helps You arrange each element of the Prem ier Support to meet Your business requirements . Workshops help You to prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies . Problem Resolution Support provides assistance for problems with specific symptoms encountered wh i le using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products. Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Service as well as requests for consultative assistance for design , development and deployment issues . Information Services provide Your staff with the latest knowledge on Microsoft technolog ies to enhance Your in-house support capabilities. 2. AVAILABLE SERVICES. You may utilize any combination of the following Services . Unless We specify otherwise, the Services are charged on an hourly basis and will be deducted from the total number of hours You have purchased as set forth in the attached Fee and Named Contacts Schedule(s). The complete list of Services below may not be available in all countries . For a detailed list of Services available outside the US , please contact Your Services Resource . 2.1 Support Account Management. Support Account Management services are intended to help coordinate the support and services relationship . The Services Resource is Your advocate within Microsoft and facilitates a team that can provide Workshops, Problem Resolution Support, and Support Assistance . The Services Resource also serves as the point of information delivery and provides Your feedback regarding the Services to other Microsoft groups . The Services Resource will engage with You in the following activities which will be deducted from the pre-paid hours listed in the "Premier Support Fees" section below: a. Planning and Resource Facilitation . At the commencement ofthis Service Description, an orientation and planning session can be conducted with Your management and staff via teleconference or onsite if an onsite visit has been purchased . The purpose of this meeting is to discuss the Services available, gather input regarding Your support needs, and jointly plan Your use of the Services. b. Status Meetings and Reporting . A standard status report can be prepared on a regular basis , to summarize the Services delivered during the previous reporting period . Status meetings will be conducted to discuss Service activities, monitor Your satisfaction levels , and discuss actions or adjustments that may be required . Customized reporting can be provided at Your request and any additional related labor will be deducted from Your Support Assistance hours . c. Escalation Management. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution. 2.2 Workshops and Events. The goal of Workshops and Events is to provide You proactive technical information to assist in the design , development or deployment of Microsoft technologies . All registration requirements for Workshops and Events must be completed by You 60 days prior to the expiration date of the applicable Fee and Named Contacts Premier6.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 2 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 Schedule(s). Additional benefits may include instruction to help reduce the number and minimize the impact of problems related to Microsoft Products that You experience . Workshops and Events can include the following: a. Workshops. We can conduct instructor-led training sessions that emphasize Microsoft technologies at Your facility or on location at Microsoft. If You elect to have a Workshop conducted at Your facility, We will provide You with specifications for configuring Your environment prior to the delivery of the Workshops. Workshops are individually scoped and priced depending upon the length, delivery location and material presented . Your Services Resource can provide You with a current list of available Workshops . b. Events. We can provide broad and deep technical development-focused presentations, combined with hands-on labs that provide training and facilitate Your implementations of Microsoft technologies . These Events provide the opportunity to interact with Microsoft product groups, Premier support development resources and marketing contacts . Your Services Resource can provide You with notification of scheduled Events. 2.3 Problem Resolution Support. Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problems are caused by Microsoft products . Problem Resolution Support is available 24 hours a day, 7 days a week . Requests for support may be submitted via telephone or electronically through the Premier online website by Your designated contacts, except for Severity 1 and A which must be submitted via telephone as set forth below in Section 2.3(a). Problem Resolution Support can include any combination of the following: a. Problem Request (Break -Fix). An assisted break -fix support request, also known as an incident, is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues . If a problem consists of subordinate issues , each shall be considered a separate incident. Incidents requiring an onsite visit will be charged on an hourly basis and will include charges for reasonable travel and living expenses . In certain situations, We may provide You with a modification to the commercially available Microsoft product software code to address specific critical problems ("Hotfix(es)") in response to an assisted break-fix support request. Hotfixes are designed to address Your specific problems and are not regression tested . Except as otherwise provided herein or in an Exhibit, Hotfixes may not be distributed to unaffiliated third parties without Our express written consent. You are responsible for setting the initial severity level in consultation with Us and You can request a change in severity level at any time. The incident severity will determine the response levels within Microsoft and estimated response times and Your responsibilities are defined in the following table : Severity Situation Our Expected Response Your Expected Response 1 • Catastrophic business • 1''call response in 1 houror • Notification of Your Senior Submission impact: less executives via phone • Complete loss of a core • Our Resources at Your site as • Allocation of appropriate only (mission critical) bus iness soon as possible. resources to sustain continuous process and work cannot . Continuous effort on a 24x7 effort on a 24x7 basis 2 reasonably continue basis • Rapid access and response • Needs immediate attention • Rapid Escalation within from change control authority Microsoft to Product teams • Notification of Our Sen ior Executives A • Critical business impact: • 1"call response in 1 hour or • Allocation of appropriate Submission • Significant loss or less resources to sustain continuous via phone degradation of services • Our Resources at Your site as effort on a 24x7 basis 2 only • Needs attention within 1 hour re quired. • Rapid access and response . Continuous effort on a 24x7 from change control authority basis • Management notification • Notification of Our Senior Manaqers B • Moderate business impact: . 1"call response in 2 hours or • Allocation of appropriate Submission • Moderate loss or less resources to sustain Business degradation of services but Hours' continuous effort Premiert5.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 3 of 14 DocuSign Envelope ID: 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 via phone work can reasonably • Effort during Business Hours1 . Access and response from or web continue in an impaired only change control authority w ithin manner. 4 Bus iness Hours1 • Needs attention within 2 Business Hours 1 c • Minimum business impact: • 1"call response in 4 hours or • Accurate contact information Submission • Substantially functioning less on case owner via phone with minor or no . Effort during Business Hours1 • Responsive within 24 hours . or web impediments of services . only . Needs attention within 4 Business Hours 1 1 Bus1ness Hours are defined as 6AM to 6PM Pac1fic T1me, Monday through Fnday excludmg holidays. 2 We may need to downgrade the severity level if You are not able to provide adequate resources or responses to enable Us to continue with problem resolut ion efforts. You may be required to perform problem determination and resolution activities as requested by Us . Problem determination and resolution activities may include performing network traces, capturing error messages , collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes . You are responsible for implementing the procedures necessary to safeguard the integrity and security of Your software and data from unauthorized access and to reconstruct lost or altered files resulting from catastrophic failures. b. Rapid Onsite Support Services . You can request on-site support as an additional billable service . Our abil ity to provide onsite support is subject to Our resource availability, and the tasks performed will vary depending on the situation, environment, and business impact of the issue . c. Software Assurance Benefits . You may elect to convert Your Software Assurance 24x7 Problem Resolution Support Incidents (SA PRS Incidents) to Premier Problem Resolution Support (PPRS) hours or incidents for use consistent with Your Premier service plan at the time of transfer. This conversion is based on a local rate calculation that will be provided by your Services Resource . You may be required to purchase additional Support Account Management hours before converting SA PRS incidents/hours. All SA PRS Incidents You transfer are subject to this Services Descr ipti on . 2.4 Support Assistance . Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Support as well as requests for consultative assistance for design, development and deployment issues . Your Services Resource will work with You to determine Your specific Support Assistance needs . The following are types of Support Assistance that can be utilized under this Services Description: a. Infrastructure Support Assistance . Infrastructure Support Assistance includes informal advice, guidance and knowledge transfer intended to help You implement Microsoft technologies in ways that avoid common support issues and decrease the likelihood of system outages . These services also help You to resolve problems that are not attributed to Microsoft Products including : • Errors caused by Your networking infrastructure, hardware, non-Microsoft software, operational procedures, architecture, IT service management process, system configuration or human error. • Multi -vendor coordination interoperability problems. Upon Your request, We will collaborate with third - party software suppliers to help resolve complex multi-vendor product interoperability issues . b. Reviews. A review is an assessment of a specific system, application or architecture to address design, development, deployment, and supportability issues for current or planned implementations of Microsoft technologies. Each review is individually scoped and estimated prior to scheduling resources, and a written report is produced to document findings and recommendations. All requests for reviews and the applicable data must be submitted to Us no later than 60 days prior to expiration date of the applicable Fee and Named Contacts Schedule(s). Premiert5.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 4 of 14 DocuSign Envelope 10 : 0753742B-OC8E-4505-A37D-BE8ECB22BF55 c. Development Support Assistance . Development Support Assistance helps You in Your creation and development of internal applications on the Microsoft platform that integrate Microsoft technologies . Development Support Assistance specializes in Microsoft development tools and technologies . d. Lab Access . Microsoft can provide You with access to a lab facility to assist You with product development, benchmarking and testing, prototyping and migration activities on Microsoft products . These facilities must be scheduled in advance and are subject to availability. 2.5 Information Se rv ice s. Information Services provide You with technical information about Microsoft products and support tools that help You to implement and operate Microsoft products in a more efficient and effective manner. Information Services can include any combination of the following : a. Premier online website . The Premier online website provides access to the following information resources at no additional charge : • Regularly updated product news flashes documenting key support and operational information about M icrosoft products . • Critical problem alerts notifying You of potentially high -impact problems . • Web response tool for submitting and checking the status of support incidents . • Microsoft KnowledgeBase of technical art icles and troubleshooting tools and guides. b. Support Webcasts . Support webcasts are regularly scheduled webcast discussions led by Our program managers, developers and professionals covering key areas of Microsoft technology. These are provided at no additional charge and require high speed internet access to participate. 2 .6 Additional Se rv ices . You may request changes or additions to this Services Description at any time . Additional Services that are available for purchase, and the specific terms and conditions applicable to those Services, may be set forth in this Services Description, an attached Exhibit and/or Fee and Named Contacts Schedule(s). Additional Services will be invoiced at the prevailing price at the time the Services are rendered or upon acceptance of an Exhibit and/or Fee and Named Contacts Schedule(s) referencing this Services Description . If you purchase additional Problem Resolution Support hours or convert Software Assurance hours to Problem Resolution Support hours , you may also be required to purchase additional Services Management hours . Prior to delivering additional Services , We must be in receipt of a purchase order, check or other acceptable form of payment. 3. PREREQUISITES AND ASSU MPTIONS. Our del ivery of Services under this Services Description is based upon the following Prerequisites and Assumptions : a. All Services will be provided remotely to Your locations in the United States unless otherwise set forth in an Exhibit to this Services Description (see section 3(k) below). Where additional onsite visits are mutually agreed , and not pre-paid and defined on your Fee and Named Contacts Schedule, You will be billed for reasonable travel and living expenses in arrears . Alternatively, You agree that any travel related expenses incurred by Microsoft may be decremented from the Support Assistance hours if You so authorize . You certify that You possess the authority for this approval and such conversion is in compliance with any applicable government procurement and audit rules or regulations . b. All Services will be provided in the English language unless otherwise agreed to by You and Us in writing or in an Exhibit to this Services Description . c. We will provide support for all Un ited States versions of commercially released generally available Microsoft products unless otherwise set forth in an Exhibit to this Services Description or specifically excluded on the Premier online website . Support for those M icrosoft products that have entered the Extended Support Phase , as defined on the Premier online website, will be charged on an hourly basis only. Non -security related Hotfix support is not available for M icrosoft products that have entered the Extended Phase of support unless You have purchased such support in an Exhibit to this Services Description . d. Support for pre -release products is not provided except as otherwise provided in an attached Exh ibit. Premier6 .4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 5 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D -BE8ECB22BF55 e_ ALL SERVICES, INCLUDING ANY ADDITIONAL SERVICES PURCHASED DURING THE TERM OF FEE AND NAMED CONTACTS SCHEDULE(S) SHALL BE FORFEITED IF NOT UTIL!ZED DURING THE TERM OF THE APPLICABLE FEE AND NAMED CONTACTS SCHEDULE(S). f . Support Assistance is dependent upon the availability of resources . g. We can access Your system via remote dial-in to analyze problems at Your request. Our personnel will access only those systems authorized by You . We may provide You with software to assist with problem diagnosis and/or resolution . Such software is Microsoft's property and must be returned to Us promptly upon request. In order to utilize remote dial -in ass istance , You must provide Us with the appropriate access and necessary equipment. h. You must have access to the Internet in order to take advantage of Internet-based services . i. Additional Prerequisites and Assumption may be set forth in relevant Exhibits . j . When purchasing Problem Resolution Support, we will require a corresponding quantity of Support Account Management to facilitate delivery of your Prob lem Resolution Support. If you purchase additional Problem Resolution Support, Support Assistance , or if you convert Software Assurance hours to Problem Resolution Support hours or incidents, you may be required to purchase additional Support Account Management. k. Resource Site Visits (number of trips to Your location) are mutually agreed upon at acceptance of this Services Description and the total fixed price amount for these visits are included in Your Fee and Named Contacts Schedule . 4. YOUR RESPONSIBILITIES. This section sets forth Your performance obligations under this Services Description. Our performance is predicated upon You fulfilling the following responsibilities in addition to those set forth in Section 2.3 and any applicable Exhibits . Failure to comply with the following responsibilities may result in delays of Service . a. You can designate named contacts as set forth in the attached Fee and Named Contacts Schedule(s}, one of which will be the Customer Support Manager ("CSM ") for support related activities . The CSM is responsible for leading Your team and will manage all of Your support act ivities, and internal processes for submitting support requests to Us . Each contact will be supplied with an individual account number for access to the Premier online website, support issue submission and access to Your Services Resource . In add ition to the named contacts , You may also identify two types of group contacts as follows : • One type will receive a shared account ID that provides access to the Premier online website for information content and the ability to submit support requests through the Premier online website or bytelephone. • One type will receive a shared account ID that provides access to the Premier online website for information content only. b. You agree to work with Us to plan for the utilization of Services based upon the service level You purchased . c. You agree to provide an internal escalation process to facilitate communication between Your management and Us as appropriate. d. You agree to respond to customer satisfaction surveys We may provide to You from time -to -time regarding the Services . e. You agree to provide reasonable office space , telephone and high speed internet access, and access to Your internal systems and diagnostic tools to Our Serv ices Resources that are required to be on-site. f . You are responsible for any travel and expenses incurred by Your employees or contractors . Premier6 .4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 6 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 5. ADDITIONAL TERMS AND CONDITIONS. Except as otherwise set forth in an Exhibit (or attachment to an Exhibit) to this Services Description, this section governs the ownership and use rights of any computer code or other materials that may be provided under this Services Description . a. Pre-existing W o rk. All rights in any computer code or materials developed or otherwise obtained by or for Us or Our affiliates, or You or Your affiliates independently of th is Services Description ("Pre-existing Work") shall remain the sole property of the Party providing the Pre-existing Work. During the performance of the Services for this Services Description, each Party grants to the other Party (and Our contractors as necessary) a temporary, non- exclusive license to use, reproduce and modify any of its Pre-existing Work provided to the other Party solely for the performance of such Services . We grant You a non -exclusive, perpetual , fully paid-up license to use, reproduce and modify (if applicable) Our Pre-existing Work in the form delivered to You for Your internal business operations without any obl igation of accounting or payment of royalties. Your licenses to Our Pre-existing Work are conditioned upon Your compliance with the terms of the Agreement and this Services Description and the perpetual license applies solely to Our Pre -existing Work that is left to You at the conclusion of Our performance of the Services . b. M ate rials. All rights in any materials developed by Us (other than software code) and provided to You in connection with the Services ("Materials ") shall be owned by Us except to the extent such Materials constitute Your Pre-existing Work. Upon payment in full , We grant You a non-exclusive, perpetual , fully paid -up license to use , reproduce and modify the Materials solely for Your internal business operations and without any obligation of accounting or payment of royalties . You may sublicense the rights granted herein to Your Affiliates . All rights not expressly granted, are reserved . c. Samp le Cod e. We grant You a nonexclusive, perpetual, royalty -free right to use and modify any software code provided by Us for the purposes of illustration ("Sample Code") and to reproduce and distribute the object code form of the Sample Code, provided that You agree : (i) to not use Our name, logo, or trademarks to market Your software product in which the Sample Code is embedded ; (ii) to include a valid copyright notice on Your software product in which the Sample Code is embedded ; and (iii) to indemnify, hold harmless, and defend Us and Our suppliers from and against any claims or lawsuits, including attorneys ' fees, that arise or result from the use or distribution of the Sample Code . d. Open Sou rc e Li cens e Restrictions. Because certain third party license terms require that computer code be generally (i) disclosed in source code form to third parties; (ii) licensed to third parties for the purpose of making derivative works; or (iii) redistributable to third parties at no charge (collectively, "open source license terms"), the license rights that each Party has granted to any computer code (or any intellectual property associated therewith) do not include any license, right, power or authority to incorporate, modify, combine and/or distribute that computer code with any other computer code in a manner which would subject the other's computer code to open source license terms . Furthermore, each Party warrants that it will not provide or give to the other Party computer code that is governed by open source license terms . e. Reservat ion of Rig hts. All rights not expressly granted in this Section 5 are reserved .. 6. Attac hments: The following Schedule(s) and Exhibits are attached at the execution of this Services Description : 0 Microsoft Premier Support Services Description Exhibit: Third Tier Support 0 Microsoft Premier Support Services Description Exhibit: Designated Support Engineering 0 Microsoft Premier Support Services Description Exhibit: Premier Support for Developers 0 Microsoft Premier Support Services Description Schedule : Fee and Named Contacts Schedule Premiert3 .4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 7 of 14 DocuSign Envelope 10 : 07537428-0C8E-4505-A37D-BE8ECB22BF55 Microsoft Premier Support Services Description Exhibit: Third Tier Support (For Microsoft Internal Purposes Only) Premier Support Services Description Number This Exhibit is made pursuant to the Microsoft Prem ier Support Services Descript ion identified above (the "Services Description "). The terms of the Services Description are incorporated herein by this reference . Any terms not otherwise defined herein will assume the meanings set forth in the Services Description . This Exh ibit will commence on and will expire contemporaneously with the Services Description or the date We conclude the services , wh ichever is later (the "expiration date"). THIRD TIER SUPPORT RESPONSIVE SERVICES. The Third Tier Support team is comprised of specialists in defined product areas who will respond to Your Problem Resolution requests, for the technologies specified in the Fee and Named Contacts Schedule(s), between the hours of 6:00 A.M . to 6:00 P.M., PST, Monday through Friday excluding holidays . Problem Resolution requests submitted to the Third Tier Support team ('Third Tier Support requests ") may require resources from standard product support professionals for resolution, although the Third Tier Support team retains primary responsibility for the Third Tier Support request. Third Tier Support requests are charged on an hourly basis and will be deducted from the prepaid Third Tier Support hours set forth in the Fee and Named Contacts Schedule(s). 2. PREMIER THIRD TIER SUPPORT PREREQUISITES AND ASSUMPTIONS . In addition to those prerequisites and assumptions outlined in Section 3 of Your Serv ices Description, Our delivery of the Services outlined in this Exhibit are based upon the following Prerequisites and Assumptions : a. The Third Tier Support Team will only provide support for the predefined set of Microsoft technologies defined in the Fee and Named Contacts Schedule(s). Prem ier6.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 8 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 Microsoft Premier Support Services Description Exhibit: Dedicated Support Engineering (DSE) (For Microsoft Internal Purposes Only) Premier Support Services Description Number (For Microsoft Internal Purposes Only) Exhibit Number This Exhibit is made pursuant to the Microsoft Prem i er Support Services Description identified above (the "Services Description"). The terms of the Services Description are incorporated herein by this reference . Any terms not otherwise defined herein will assume the meani set forth in the Services Descri This Exhibit will commence on and will expire contemporaneously with the Services conclude the services, whichever is later (the "expiration date"). 1-OVERVIEW: The following Services are provided in addition to those set forth in the Services Description : 2-DEDICATED SUPPORT ENGINEERING: Ded icated Support Engineering is available during normal business hours (defined below) and supports the specific Microsoft products/technologies designated in Your Fee and Named Contact Schedule(s ) with a focus on delivering engaged, hands -on preventative support. Dedicated Support Engineering hours are deducted from the total number of Dedicated Support Engineering hours designated in your Fee and Named Contacts Schedule(s). Normal business hours are defined as SAM to SPM in the local time where the DSE resources are located, Monday through Friday excluding holidays. After normal business hours, You should follow existing Premier Support procedures for initiating and escalating incidents. Your Technical Account Manager will engage Your Dedicated Support Engineering resource(s) after normal business hours for critical situations as needed . 3_ DELIVERABLES: Dedicated Support Engineering resource (s) will be allocated , prioritized and assigned as agreed upon by both parties during an initial engagement kick-off meeting, which will be documented and delivered to You in a Premier Service Delivery Plan . The focus of the DSE Services include but are not limited to : a) Problem Prevention/Incident Resolution designed to: • Supplement the current Microsoft Premier Support engagement through delivery of t imely and high quality problem prevention/incident resolution , both directly and working in conjunction with Microsoft internal customer support resources . • Work in conjunction with Microsoft internal customer support resources to act as a 'catalyst' for incident resolution that are within the Dedicated Support Eng ineering resources ' products/technologies skill sets . • Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability of Your covered Microsoft products/technologies, and supportable deployments. • Commercially reasonable attempts will be made to determine root cause of recurring incidents and provide recommendations to prevent further disruptions in the designated Microsoft products/technologies. b) TechnicaVBusiness Focus designed to: • Maintain deep knowledge of Your current and future bus iness requirements and configuration of Your information technology environment to provide high quality focused support. • Proactively document recommendations of the use of Prem ier Support related deliverables, e.g . supportability reviews, healthchecks , workshops , risk assessment programs, etc . to improve the operational health of the designated M icrosoft products/technologies deployed in Your environment. Premier6.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 9 of 14 DocuSign Envelope 10 : 0753742B-OCBE-4505-A37D-BEBECB22BF55 • Ensure deployment and operation activities are cons istent with Your planned and current implementations of designated Microsoft products/technologies . • Ensure maximum possible knowledge transfer to enhance Your support staffs ' technical and operational skills for the designated Microsoft products/technolog ies . • Encourage and assist in the creation and maintenance of customer-specific documentation to support Your env ironment configuration, disaster recovery, network topology, IT /Operations scorecard , etc. for the designated Microsoft products/technologies . c) Integration of Work designed to: • Ensure tight integration of their work with that of Your assigned Technical Account Manager to ensure coordinated service delivery. • Develop a relationship with any Microsoft resource(s ) at Your site , result ing i n more participation in project planning and thus improved operationa l health on t he des ignated Microsoft products/technolog ies . Premier6 .4ServicesDescription(NorthAmerica)(US)(English)(Apri l 20 1 0) Page 10 of 14 DocuSign Envelope ID : 07537428-0C8E-45D5-A37D-BE8ECB22BF55 Microsoft Premier Support Services Description Exhibit: Premier Support for Developers (PSFD) (For Microsoft Internal Purposes Only) Premier Support Services Description Number (For Microsoft Internal Purposes Only) Exhibit Number This Exhibit is made pursuant to the Microsoft Premier Support Services Description identified above (the "Services Description"). The terms of the Services Description are incorporated herein by this reference. Any terms not otherwise defined herein will assume the s set forth in the Services Descri Exhibit will commence on and will expire contemporaneously with the Services Description or the date We conclude the services, whichever is later (the "expiration date "). 1. OVERVIEW: The following Services are available in addition to those set forth in the Services Description: PREMIER SUPPORT FOR DEVELOPERS (PSFD): PSFD Services are focused at developers who are building, deploying and supporting applications on Microsoft's platform . PSFD Services consist of Support Account Management, as described in Section 2.1 , provided by an assigned Application Development Manager (ADM) and Support Assistance, as described in Section 2.4 of Your Services Description , provided by Your Application Development Manager (ADM) (with assistance from other Microsoft engineering resources as necessary). Your Application Development Manager (A DM) is focused on delivering strategic advice on development and testing methodologies and on development issues encountered while using Microsoft products. PSFD Services are available during normal business hours . Normal business hours are defined as BAM to SPM in the local time where the Application Development Manager (ADM) res ources are located, Monday through Friday excluding holidays . 2. PREREQUISITES AND ASSUMPTIONS. In addition to those prerequisites and assumptions outlined in Section 3 of Your Services Description , Our delivery of the Services outlined in this Exhibit are based upon the following Prerequis ites and Assumptions : a. The only source code to which You may provide Us access is Microsoft code or code You own. Regarding such code, Our Services will be limited to review of the code for the purposes of problem isolation, interoperability analysis and the development of advice and guidance We provide to You under the Serv ices Description and this Exhibit. Our modification of such source code for any reason is outside the scope for these Services . b. Except as provided in 2.a. above, You agree not to provide Us with access to non -Microsoft source code or source code information. For any such non-Microsoft code, Our Services will be limited to analysis of binary data such as a process dump or network monitor trace for problem isolation purposes only. c. PSFD Services consist of advice and guidance only . No code based Services Deliverables will be provided under this Exhibit except for Sample Code , which is addressed in Your Services Description. d. Except as expressly set out in the Services Description and this Exhibit, we are not obligated to assist You in resolving any issue that is caused by non-Microsoft products(s). 3. FEES. Fees associated with this Exhibit will be reflected in Your Fee and Named Contact Schedule(s). Premiertl .4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 11 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 Microsoft Premier Support Services Description Schedule: Fee and Named Contacts : (M icrosoft Affiliate to complete) Premier Support Services Description Number (Microsoft Affiliate to complete) Schedule Number This Schedule is made pursuant to the Microsoft Premier Support Services Description identified above (the "Services Description "). The terms of the Services Descr iption and appl icable Exh ibits are incorporated herein by this reference and by accepting Our performance of Serv ices under th is Schedule You agree to be bound by these terms . Any terms not I assume the s set forth in the This Schedule will commence on 10/02/2016 (t he "Co mmencem ent Date ") and will expire on 10/01/2019 (t he "Exp irat ion 1. PREMIER SUPPORT SERVICES AND FEES. The quantities listed in the table below represent the amount of Serv ices that You have pre -purchased for use during the term of this Schedule and applicable fees . a. Fee Summary Base Year 7 Year2 Year3 (1 0/02/2016-10/01/2017) (10/02/2017 -10/01/2018) (10/02/2018-10/01/2019) Country: $100 ,250 $102 ,195 ** $104 ,1 79 .** Un ited States Total $100,250 $102,195** $104,179.** *For this multi -year FNC , base year serv ice s, includ ing any additional services purchased during the base year as referenced above shall be forfeited if not uti lized during such base year . Option year serv ices w ill similarly expire at the end of each respective option year in which they were purchased . **A 2% increase (over the Base Year, Option , Yr. 1 ,) has been factored into the pricing for Option Yr. 2, for budgeting purposes only. A 2% increase (over the Base Year, Option , Yr. 2 ,) has been factored into the pricing for Option Yr. 3 for budgeting purposes only You will be billed the prevailing (i.e ., then current) price (as of the Commencement Date of Option Yr . 2 , Option Yr. 3, or the amount shown above , wh ichever is lower. Prior to making the required advance payment for services for option year 2 and option year 3 , County may terminate the Agreement for any reason upon giving Microsoft 30 days written notice . In no event shall goods , services , maintenance or support provided under th is Agreement during the period 10/2/2016 through 10/1/2019 be in excess of $306 .624.00 unless th is Agreement is amended and approved by the County of Fresno Board of Supervisors b. Services by Support Location Country: United States Year 1 10/02/2016-1 0/01/2017 $100,250 • Support Account Management Included • Up to 225 hours for Support Assistance * • Up to 50 hours for Problem Resolut ion Support • Twelve (12) Ons ite Visi t s Premier6.4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 12 of 14 DocuSign Envelope 10 : 07537428-0C8E-45D5-A37D-BE8ECB22BF55 • Unlimited User Access to Premier Online Website Country: United States Year 2 10/02/2017-10/01/2018 $102,195** • Support Account Management Included • Up to 225 hours for Support Assistance * • Up to 50 hours for Problem Resolution Support • Twelve (12) Onsite Visits • Unlimited User Access to Premier Online Website Country: United States Year 3 10/02/2018-10/01/2019 $104,179.** • Support Account Management Included • Up to 225 hours for Support Assistance* • Up to 50 hours for Problem Resolution Support • Twelve (12) Onsite Visits • Unlimited User Access to Premier Online Website *** All registration requirements for Workshops and Events must be completed by You no later than 60 days prior to the expiration date of this Fee and Named Contacts Schedule(s). 2. MICROSOFT CONTACT Microsoft Contact: Contact for questions and notices about this Schedule and the Services Description : Microsoft Contact Name: Kris Caceres Address : Microsoft Corporation (Attn: Kris Caceres) Phone:916-208-0269 Email : krisc@microsoft.com Facsimile: 3. CUSTOMER NAMED CONTACTS a. Premier Customer Named Contacts CSM Name: Kal Chakravarthy Named Contact Name: Josh Mikow Address : Address : 2200 Fresno St 2200 Fresno St Fresno, CA 93721 Fresno CA 93721 Phone : (559 )600-8124 Phone : (559 )600-8121 Email: kal.chakravarthy@fresnosheriff.org Email : josh.mi kow@fresnosheriff.org Premiert5 .4ServicesDescription(NorthAmerica)(US)(English)(April 201 0) Page 13 of 14 DocuSign Envelope ID : 0753742B-OC8E-45D5-A37D-BE8ECB22BF55 I Facsim i le: I Facs i mile: ( I Named Contact Name: Patrick Stevens Named Contact Name: Dane Wildey Address : Address : 2200 Fresno St 2200 Fresno St Fresno, CA 93721 Fresno, CA 9372 1 Phone : (559 ) 600-8123 Phone : (559 )600-8785 Email : patrick.stevens@fresnosheriff.org Email : dane.wilde)l@fresnosheriff.org Facsimile : ( ) Facsimile : ( ) Premier6.4ServicesDescription(NorthAmerica)(US)(Engl ish )(April 201 0) Page 14 of 14 1 2 Microsoft Premier Support Services Agreement 3 REVIEWED & RECOMMENDED FOR APPROVAL 4 5 6 7 8 9 10 APPROVED AS TO LEGAL FORM : 11 DANIEL C. CEDERBORG , County Counsel 12 13 14 By =n:=.~++,t.J,A,.,.~~~::::::k.J'-+-~?-'--"+!77 De 15 16 APPROVED AS TO ACCOUNTING FORM : VICKI CROW, Auditor-Controller!Treasurer-Tax Collector 17 18 19 By t1flA~~ 20 21 Fund Subclass 22 ORG Account 23 24 25 26 27 28 0001 10000 31112425 7309 1