Loading...
08-0805_PORTFORD SOLUTIONS_Personal Services Agreement0 0 PERSONAL SERVICES AGREEMENT THIS AGREEMENT is made, entered into, and shall become effective this 5`h day of August, 2008, by and between the City of San Juan Capistrano (hereinafter referred to as the "City") and Portford Solutions(hereinafter referred to as the "Consultant"). RECITALS: WHEREAS, City desires to retain the services of Consultant regarding the City's proposal to provide technical support, software updates and maintenance of the City's document imaging system maintained in the City Clerk's office; and WHEREAS, Consultant is qualified by virtue of experience, training, education and expertise to accomplish such services. NOW, THEREFORE, City and Consultant mutually agree as follows: Section 1. Scope of Work. The scope of work to be performed by the City shall consist of those tasks as set forth in Exhibit' A," attached and incorporated herein by reference. To the extent that there are any conflicts between the provisions described in Exhibit "A" and those provisions contained within this Agreement, the provisions in this Agreement shall control. Section 2. Term. This Agreement shall commence on the effective date and shall terminate, and all services required hereunder shall be completed, no later than June 30, 2009. Section 3. Compensation. 3.1 Amount. Total compensation for the services hereunder shall not exceed $ 20,000 for fiscal year 2008-2009 and as set forth in Exhibit 'A" attached and incorporated herein by reference. 3.2 Method of Payment. Subject to Section 3.1, Consultant shall submit monthly invoices based on total services and products which have been satisfactorily completed for such monthly period. The City will pay monthly progress payments based on approved invoices in accordance with this Section. 3.3 Records of Expenses — expenses shall not be reimbursed. 0 0 Section 4. Independent Contractor. It is agreed that Consultant shall act and be an independent contractor and not an agent or employee of City, and shall obtain no rights to any benefits which accrue to City's employees. Section 5. Limitations Upon Subcontractina and Assianment l he experience, knowledge, capability and reputation of Consultant, its principals and employees were a substantial inducement for City to enter into this Agreement. Consultant shall not contract with any other entity to perform the services required without written approval of the City. This Agreement may not be assigned, voluntarily or by operation of law, without the prior written approval of the City. If Consultant is permitted to subcontract any part of this Agreement by City, Consultant shall be responsible to City for the acts, and omissions of its subcontractor as it is for persons directly employed. Nothing contained in this Agreement shall create any contractual relationships between any subcontractor and City. All persons engaged in the work will be considered employees of Consultant. City will deal directly with and will make all payments to Consultant. Section 6. Changes to Scope of Work. r For extra work not part of this Agreement, a written authorization from City is required prior to Consultant undertaking any extra work. In the event of a change in the Scope of Work provided for in the contract documents as requested by the City, the Parties hereto shall execute an addendum to this Agreement setting forth with particularity all terms of the new agreement, including but not limited to any additional Consultant's fees. Section 7. Familiarity with Work and/or Construction Site. By executing this Agreement, Consultant warrants that: (1) it has investigated the work to be performed; (2) if applicable, it has investigated the work site(s), and is aware of all conditions there; and (3) it understands the facilities, difficulties and restrictions of the work tol be performed under this Agreement. Should Consultant discover any latent or unknown conditions materially differing from those inherent in the work or as represented by City,'i it shall immediately inform the City of this and shall not proceed with further work under this Agreement until written instructions are received from the City. Section 8. Time of Essence. Time is of the essence in the performance of this Agreement. Section 9. Compliance with Law. Consultant shall comply with all applicable laws, ordinances, codes and regulations of federal, state and local government. 2 rl L Section 10. Conflicts of Interest 40 consultant covenants that it presently has no interest and shall not acquire any interest; direct or indirect, which would conflict in any manner or degree with the performance of the services contemplated by this Agreement. No person having such interest 'shall be employed by or associated with Consultant. Section 11. Copies of Work Product. At the completion of the work, Consultant shall have delivered to City at least one (1) copy of any final reports and/or notes or drawings containing Consultant's findings, conclusions, and recommendations with any supporting documentation. All reports submitted to the City shall be in reproducible format, or in the format otherwise approved by the City in writing. Section 12. Ownership of Documents. ,Ali reports, information, data and exhibits prepared or assembled by Consultant in connection with the performance of its services pursuantto this Agreement are confidential to the extent permitted by law, and Consultant agrees that they shall not be made available to any individual or organization without prior written consent of the City. All such reports, information, data, and exhibits shall be the property of the City and shall be delivered to the City upon demand without additional costs or expense to the City. The City acknowledges such documents are instruments of Consultant's professional services. Section 13. Indemnity To the fullest extent permitted by law, Consultant agrees to protect, defend, and hold harmless the City and its elective and appointive boards, officers, agents, and employees from any and all claims, liabilities, expenses, or damages of any nature, including attorneys' fees, for injury or death of any person, or damages of any nature, including interference with use of property, arising out of, or in any way connected with the negligence, recklessness and/or intentional wrongful conduct of Consultant, Consultant's agents,; officers, employees, subcontractors, or independent contractors hired by Consultant in the performance of the Agreement. The only exception to Consultant's responsibility to protect, defend, and hold harmless the City, is due to the negligence, recklessness and/or wrongful conduct of the City, or any of its elective or appointive boards,! officers, agents, or employees. This hold harmless agreement shall apply to all liability regardless of whether any insurance policies are applicable. The policy limits do not act as a limitation upon the amount of indemnification to be provided by Consultant. Section 14. Insurance. 3 E • On or before beginning any of the services or work called for by any term of this Agreement, Consultant, at its own cost and expense, shall carry, maintain for the duration of the agreement, and provide proof thereof that is acceptable to the City, the insurance specified below with insurers and under forms of insurance satisfactory in all respects to the City. Consultant shall not allow any subcontractor to commence work on any subcontract until all insurance required of the Consultant has also been obtained for the subcontractor. Insurance required herein shall be provided by Admitted Insurers in good standing with the State of California and having a minimum Best's Guide Rating of A- Class VII or better. 14.1 Comprehensive General Liability. Throughout the term of this Agreement, Consultant shall maintain in full force and effgct Comprehensive General Liability coverage in an amount not less than one million dollars per occurrence ($1,000,000.00), combined single limit coverage for risks associated with the work contemplated by this agreement. If a Commercial General Liability Insurance form or other form with a general aggregate limit is used, either the general aggregate limit shall apply separately to the work to be performed under this agreement or the general aggregate limit shall be at least twice the required occurrence limit. 14.2 Comprehensive Automobile Liability. Throughout the term of this Agreement, Consultant shall maintain in full force and effict Comprehensive Automobile Liability coverage, including owned, hired and non - owned vehicles in an amount not less than one million dollars per occurrence ($1,00,000.00). 14.3 Worker's Compensation. If Consultant intends to employ employees to perform services under this Agreement, Consultant shall obtain and maintain, during the term of this Agreement, Workerls Compensation Employer's Liability Insurance in the statutory amount as required by stat ef law. 14.4 Proof of Insurance Requirements/Endorsement. Prior to beginning any work under this Agreement, Consultant shall submit the insurance certificates, including the deductible or self -retention amount, and an additional insured endorsement naming City, its officers, employees, agents, and volunteers as additional insureds as respects each of the following: Liability arising out of activities performed by or on behalf of Consultant, including the insured's general supervision of Consultant; products and completed operations of Consultant; premises owned, ;occupied or used by Consultant; or automobiles owned, leased, hired, or borrowed by Consultant. The coverage shall contain no special limitations on the scope of protection affordetl City, its officers, employees, agents, or volunteers. 4 171 0 14.6 Notice of Cancellation/Termination of Insurance. The above policy/policies shall not terminate, nor shall they be cancelled, nor the coverages reduced, until after thirty (30) days' written notice is given to City, except that ten (10) days' notice shall be given if there is a cancellation due to failure to pay a premium. 14.7 Terms of Compensation. Consultant shall not receive any compensation until all insurance provisions have been satisfied. 14.8 Notice to Proceed. Consultant shall not proceed with any work under this Agreement until the City has issued a written "Notice to Proceed" verifying that Consultant has complied with all insurance requirements of this Agreement. Section 15. Termination. City shall have the right to terminate this Agreement without cause by giving thirty (30) das' advance written notice of termination to Consultant. In addition, this Agreement may be terminated by any parry for cause by providing ten (10)'', days' notice to the other party of a material breach of contract. If the other party does not cure the breach of contract, then the agreement may be terminated subsequent to the ten (10) day cure period. Section 16. Notice. II notices shall be personally delivered or mailed to the below listed addresses, or to such other addresses as may be designated by written notice. These addresses shall be used,for delivery of service of process: To Citya City of San Juan Capistrano 32400 Paseo Adelanto San Juan Capistrano, CA 92675 Attn: City Clerk To Consultant: Bruce Bolton, Partner Portford Solutions 3175 Sedona Court, Bld D Ontario, CA 91764 Section 17. Attorneys' Fees. 11 0 0 It any action at law or in equity is necessary to enforce or interpret the terms of this Agreement, the prevailing party shall be entitled to reasonable attorneys' fees, costs and necessary disbursements in addition to any other relief to which he may be entitled. Section 18. Dispute Resolution. T the event of a dispute arising between the parties regarding performance or interpretation of this Agreement, the dispute shall be resolved by binding arbitration under the ausices of the Judicial Arbitration and Mediation Service ("JAMS"). Section 19. Entire Agreement. This Agreement constitutes the entire understanding and agreement between the parties and supersedes all previous negotiations between them pertaining to the subject matter thereof. IN WITNESS WHEREOF, the parties hereto have executed this Agreement. CITY OF SAN JUAN CAPISTRANO By: C la ,7A7 -P Dave AdAms, City Manager CONSU APPROVED AS TO FORM: IA ll// l 1.1 Tuesday, August 05, 2008 Meg Monahan City of San Juan Capistrano 32400 Paseo Adelanto San Juan Capistrano, CA 92675-3603 RE: SIC RFP 08-0722 Dear Meg, To prevent any confusion, we agree it would be helpful to prepare a letter summarizing the negotiated scope of work, so the following is our summation Summary PROPOSAL Price A. Snipe of Work: Scanner Maintenance $1,795.00 B. Scope of Work : Softare Updates $11,644.74 C. ScopeofWork: Basic Technical Support $ODO D. Scope of Wor Extended Technical Support $3,00OD6 SOWA-DISub-Totahl Discount: S111.11111 -TOTAL $14439.74 ($38.74) 6, ADDITIONAL SCOPES OF WORK E. Scope of Work: Technical support to bring existing software (previously $ purchase) current to accept software updates noted above 2,400DO F. Scope of Work: Migrate existing document images from old saver to new $ server 1,200.00 SOW E -F Sub-Totahl $ 3,600.00 GRANOTOTAL. $20,000AD Attached you'll find our amended proposal and amended follow-up. If you have any further questions then don't hesitate to contact me on 714-931-1487. Sincerely, Brad Grell Tel: (714)931-1487 Fax: (773)829-9929 3175SEDONA COURT -BUILDING D -ONTARIO -CA 91764 EXHIBIT 0 11 Portfdrd c,,i Offers the following PROPOSAL to the CITY OF SAN JUAN CAPISTRANO Technical Support / Software Updates / Maintenance Document Imaging Program Proposal due date: June 11,2008 — 5:00 pm. Prepared By: Brad Grell (714)931-1487 Brad. G rell(aPortfordsg. com Portford Solutions Group, Inc. (PSG) 3175 Sedona Court Building D Ontario, CA 91764 www.portfordsolutions.com 0 0 City of San Juan Capistrano Proposal for Page 2 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program Statement of Confidentiality This Statement of Work is protected under the copyright laws of the United States and other countries as an unpublished work. This document contains information that is proprietary and confidential to Portford Solutions Group, Inc. (Portford) which shall not be disclosed outside of the City of San Juan Capistrano or duplicated, used or disclosed in whole or in part by the recipient for any purpose other than to evaluate this document. Any other use or disclosure in whole or in part of this information without the express written permission of Portford is prohibited. /r Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 3 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program Table of Contents 1 Company Profile....................................................................................................... 4 1.1 Company Hierarchy.......................................................................................... 4 1.2 Company Overview...........................................................................................4 1.2.1 Development...................................................................................4 1.2.2 Consulting.......................................................................................4 1.2.3 Conversion Services....................................................................... 4 1.2.4 EMC Documentum Partnership.......................................................4 1.3 Company History .............................................................................................. 5 1.4 Company Size................................................................................................... 5 1.5 Location Details................................................................................................ 5 1.5.1 Staff Allocation................................................................................ 6 1.6 Employment Practices...................................................................................... 6 1.6.1 Summary of Employee Benefits...................................................... 7 2 Description of Portford's Support Services............................................................... 8 2.1 Support Contact Information............................................................... .i............ 8 2.2 Support Portal................................................................................................... 8 2.3 Dedicated Account Manager............................................................................. 8 2.4 On -Site Support ................................................................................................9 2.5 Backed by the Software Vendors...................................................................... 9 2.6 Simulated Production Environment................................................................... 9 2.7 Call Process and Escalation............................................................................. 9 2.8 Tracking Support Calls.................................................................................... 10 3 Proposals...............................................................................................................11 3.1 Summary ......................................................................................................... 11 A. Scope of Work: Scanner Maintenance............................................................ 12 B. Scope of Work: Software updates................................................................... 13 C. Scope of Work: Basic Technical Support ........................................................ 14 D. Scope of Work: Expanded Technical Support ................................................. 15 E. Vendor Qualifications...................................................................................... 16 3.2 Portford's References..................................................................................... 16 3.3 Vendor Support Representatives.................................................................... 17 4 Terms and Condition.............................................................................................. 20 5 SOW Approval....................................................................................................... 21 or^ Portford Version 1.1 Final LJ U City of San Juan Capistrano Proposal for Page 4 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program 1 Company Profile 1.1 Company Hierarchy Bruce Bolton, President Nick Bolton, Chief Financial Officer 1.2 Company Overview Portford is uniquely positioned in its technical knowledge and hands-on experience with document management products, as well as a detailed business understanding and knowledge in Finance, Healthcare, Life Science, Education, and Government vertical markets. 1.2.1 Development Portford's engineering staff has years of development experience working with and interfacing with many document management technologies. Portford is strong in front end capture, and in addition to partnering with leading capture solutions it has developed Content Migration Server (CMS) which allows for a seamless migration of any content to an organization's ECM system. 1.2.2 Consulting As a consulting company Portford understands the need to deliver a Return On Investment (ROI) to clients. Portford has a detailed business understanding and knowledge of specialized technology that fit well with Documentum. Portford delivers the necessary information to help clients make a decision at the same time providing road map to implement a solution while considering any potential regulatory compliance. Portford's consulting team can assist clients in the complete implementation lifecycle from strategy development, solution definition and implementation, training and post production support. 1.2.3 Conversion Services Portford provides customers a wide range of on-site and outsourced electronic or paper conversion services. In addition to conversion services, Portford has developed customized applications which can be used to migrate or extract data to and from legacy repositories such as Laserfiche. 1.2.4 EMC Documentum Partnership Portford has been a partner of EMC Documentum since 2001 and has worked with EMC Documentum in many capacities. Portford has worked directly with EMC Documentum's development organization to deliver their ApplicationXtender for SAP solution. As well as providing Documentum software and services directly, Portford is also a certified professional services partner. Other EMC Documentum partners have llr� Portford Version 1.1 Final City of San Juan Capistrano Proposal for - Page 5 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program subcontracted Portford for workflow, content migration, and other projects which require software development. Portford is a select services team (SST) partner. EMC Documentum's SST program allows elite, highly -qualified partners to join forces with EMC software consultants, in order to provide customers with competitive rates, more local resources, and exceptional value. EMC carefully screens SST partners so in order to ensure a successful and cost effective implementation every time. As a program member, Portford can serve the City of San Juan Capistrano as an extension of the EMC software consulting organization, which backs every SST -delivered engagement. 1.3 Company History Portford was formed in November of 2000 to provide document business solutions. The corporation is staffed with leading experts in the fields of Mortgage and Consumer Banking, Healthcare, Life Science, and Government document management. Portford provides application integration, support, document management implementation and document conversion services specifically focused on meeting the needs of the individual industry sectors. Founded as a content management consulting firm with expertise in enterprise level deployment, Portford has sustained an impressive growth rate for 6 years extending its services to nearly 100 customers nationwide. Portford has distinguished itself as a leader in utilizing organization's existing technology in the development of paperless solutions. Portford Software has developed a range of products that provide an enterprise platform for capturing, indexing and storing electronic documents into third party document management systems. Portford's Content Migration Server enhances any content management system through a series of connecter utilities which can allow perform virtually any function related to the content in a system. In March 2006 Portford invested in a new state-of-the-art facility in Ontario, CA. It is from this Ontario headquarters that Portford plans to continue its growth in conjunction with the needs of governments and businesses within the Inland Empire, Orange county, and throughout the southern California area. 1.4 Company Size Portford has 32 full-time employees housed in its Ontario headquarters and an additional 4 full-time consultants based at Allergan Pharmaceuticals and United Healthcare. 1.5 Location Details Portford facilities consist of two privately owned buildings located at the following addresses: 3175 Sedona Court Building D Ontario CA 91764 llr� Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 6 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program 3155 Sedona Court Building C Ontario CA 91764 260 Newport Center Drive, Suite 206 Newport Beach, CA 92660 All offices, production, and storage facilities have 24-hour video monitored security systems with finger print identification access. Building D houses technology, support, sales, and production personnel and equipment. Building C is used primarily for storage of client documents that have been converted electronically and are stored for compliance purposes. 1.5.1 Staff Allocation Of the 32 fulltime employees, some of whom are based in Ontario, some in Newport Beach, nearly all are qualified Technical Support engineers, meaning there'll always be a qualified technician available to respond to your calls. Customer support specialists are available via telephone, email, or web session Monday through Friday, 8am to 5pm, with the exception of paid holidays indicated in the employment practices section. 1.6 Employment Practices Portford is an equal opportunity Employer and makes employment decisions on the basis of merit. Portford policy prohibits unlawful discrimination based on race, religion, creed, color, sex, sexual orientation, actual or perceived gender identity, national origin, ancestry, citizenship status, uniformed service member status, marital status, pregnancy, age (over 40), medical condition (cancer or HIV/AIDS-related), disability, political activity or any other consideration made unlawful by federal, state or local laws. Fulltime employees receive paid vacation, matching 401 k pension plans, comprehensive vision, dental, and health benefits, as well as paid training. Portford invests considerable resources in is staff in order to keep turnover rates low and ensure the staff stays current on best practices and the latest technology related to information technology. Portford is actively involved with the following trade organizations: • Association of Records Managers and Administrators (ARMA) • Association for Information and Image Management International (AIIM) • Healthcare Information and Management Systems Society (HIMSS) • California Association of School Business Officials (CASBO) • Mortgage Bankers Association (MBA) Portford employees involved in customer support addend annual training and are encouraged to attend the conferences for the seven imaging technology producing companies Portford partners with. "Technology" seminars are held monthly for all staff and invited customers. The purpose of these seminars is to maintain awareness of current software versions and best practices in customer support and implementation. /5- POrtford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 7 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program 1.6.1 Summary of Employee Benefits Benefits Description Bereavement Paid bereavement leave is granted to all regular full-time Employees to make arrangements for and/or attend the funeral of an immediate family member. Paid bereavement leave is granted for a maximum of three 3 days per year. Civic Duties Regular full-time Employees must notify supervisors in order to accommodate Court Appearances, Jury Duty, Voting, and Witness Duty Dental Health Regular full-time Employees are eligible for health and dental insurance Insurance Plans n the first (1st) of the month following completion of ninety (90) days of ontinuous employment with Portford as outlined in the health and ental insurance plans. Paid Family Leave Employees who take time off pursuant to a leave of absence program, ther provided for by law or the policies of PSG, to attend to an mmediate family member who has a serious illness or for bonding with a hild following birth, adoption or foster care placement, may apply to alifornia for partial wage replacement under the Paid Family Leave Act or up to six 6 weeks. Holiday Pay Regular full-time Employees who have completed their Introductory eriod shall receive Holiday Pay (8 hours of compensation at their egular rate of compensation) for the following holidays which occur after ompletion of their Introductory Period, if they are normally scheduled to ork on such day(s): • New Year's Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Da Sick Time Regular full-time Employees, who have completed their Introductory eriod, shall be eligible for paid time -off for illness as described below. ick time is provided for illness, doctors appointments, or other nexpected health matters causing an Employee to not be able to work. n addition, up to fifty percent (50%) of accrued sick time may be used to are for a sick child, parent, spouse, domestic partner or child of a omestic partner Vacation Regular full-time Employee's who have completed their Introductory Period may be eligible for paid vacation time -off, subject to approval by the Employee's immediate supervisor. Employees are to submit a written vacation request form at least two (2) weeks prior to the requested time -off. /� Port fOfd Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 8021 Technical Support / Software Updates / Maintenance Document Imaging Program 2 Description of Portford's Support Services Portford provides a "one stop shop" for supporting and maintaining document management solutions. 2.1 Support Contact Information Portford support can be contacted: Email: support(ftortfordsolutions.com Telephone: (909) 484 9929 x15 On -Line @: www.Portford-support.com 2.2 Support Portal Portford support portal (www.Portford-suoport.coml provides a central interface for customers to obtain product information and demos, manage support cases (create/submit, add notes and check status'), and download software and manuals, as well as a Knowledge Base for researching on your own. r- pagp� iupCt*t'=enh� We1COme to POtMord's support SHe w.n eyepw PO4 iiRrM\i MWl 2.3 Dedicated Account Manager 9W aw In order to provide continuity, Portford assigns a dedicated technical account manager that manages all aspects of customer accounts, from support cases to new implementations. Our understanding of the technical environment and the customer's future imaging plans will allow us to assist in implementation planning by recommending new products, patches and technologies that meet the customer's requirements. The account manager will regularly meet with, and become part of the project team. Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 9 of 21 Technical Support/ Software Updates /Maintenance Document Imaging Program 2.4 On -Site Support The standard support agreement covers off-site support; however, additional on-site support can be purchased on a time and materials basis. 2.5 Backed by the Software Vendors Portford provides Tier 1 support services, the software vendor provides Tier 2. This gives the customer the "best of both worlds", our local support with the backing of the software companies. 2.6 Simulated Production Environment In order to facilitate troubleshooting, Portford support will create a development environment that matches the customer's production configurations. 2.7 Call Process and Escalation The following points summarize the support call process and escalation: 1. Once a call is received a Portford support representative is assigned the case. 2. The Portford support representative will work with the customer representative either on the phone, or via a web conference to ascertain the source of the problem. 3. Once the source has been determined the Portford support representative will complete the case information and also confirm/assign the priority. 4. The Portford support representative will make an attempt to resolve the issue on the first call. If further investigation is required then the Portford support representative will consider the following tier 2 escalation. Once escalated Portford will work with the appropriate vendor to resolve the issue. 2 Escalation DescriptionTier If the issue is determined to be hardware failure the issue will be Hardware escalated to the appropriate hardware vendor (Kodak/Fujitsu for the scanners). Software Existing tier 2 escalation process will take effect utilizing Portford's consultants and/or Documentum and Kofax support. Ir Portford Version 1.1 Final n u City of San Juan Capistrano Proposal for Page 10 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program 2.8 Tracking Support Calls Every support call is assigned a unique case number and all case history is tracked and facilitated through the system. The following table details the case priorities and associated Service Level Agreements (SLA): Priority Description Agreement Production system is down Problem Identification P1 — PROD DOWN and not operational Within 4 Hours • 24 Hours issue resolution P2 — PROD Production is operational, • Problem Identification IMPACTED but is impacted by the Within 4 Hours issue. • 48 Hours issue resolution Negotiated. Configuration Production is operational support calls may be on-going P3 — PROD and a configuration change and as such may require CONFIGURATION or question has been several tasks to complete. The reported for research Portford support representative purposes. will negotiate with customer to determine a resolution date. Note: An internal customer contact will be assigned as an escalation point: to assist Portford with any internal resources that are required in resolving issues. . Note: Portford will make every attempt to work within the above timeframes, however, some tasks (e.g. PC environments and access) that may be outside the control of the Portford support representative. /� Portford Version 1.1 Final 0 11 City of San Juan Capistrano Proposal for Page 11 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program 3 Proposals This section details the costs for the each of the four (4) SOW"s requested. 3.1 Summary Summary Price A. Scope of Work:Scanner Maintenance $1,795.00 B. Scope of Work: Softare Updates $11,644.74 C. Scope of Work: Basic Technical Support $0.00 D. cope o or : Extended Technical Support Total: Discount: GRAND TOTAL: $16,439.74 ($39.74) $16,400.00 ' Scope of Work /,,' Portford Version 1.1 Final 9 C� City of San Juan Capistrano Proposal for Page 12 of 21 Technical Support/ Software Updates / Maintenance Document Imaging Program A. Scope of Work: Scanner Maintenance The following table outlines the proposed costs for one (1) Fujitsu 4097D Scanner, including one (1) annual preventative onsite maintenance service call. This coverage is from July I, 2008 through June 30, 2009. WHENEVER there's a problem with your EDMS2 of any nature call us, and if it happens to be hardware -related Portford will coordinate the hardware repair services requests — one call to one number for all your EDMS support needs. 2 Electronic Document Management System /� Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 13 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program B. Scope of Work: Software updates The following table outlines the annual costs for the maintenance and support for your current environment. The licensing term is July I, 2008 through June 30, 2009. Portford tests all new releases internally before releasing them to our own customer base. As a rule, Portford only recommends an upgrade if: • The release specifically addresses an issue the customer has been having • We believe that you would get value out of new functionality. We work with you to put together an upgrade schedule that will keep you in compliance with EMC with regards to software versions. • The currently installed versions of your software are slated for End -of -Life — meaning all support will be unavailable for that version /'` Portford Version 1.1 Final 0 City of San Juan Capistrano Proposal for Page 14 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program C. Scope of Work: Basic Technical Support The following table outlines the costs to provide unlimited annual technical support via phone, e-mail and remote access. There are NO additional fees for Basic Technical Support — included in Section B. (above) Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 15 of 21 Technical Support/Software Updates/Maintenance Document Imaging Program D. Scope of Work: Expanded Technical Support Provide on-site support service at the City of San Juan Capistrano within (1) day of request. 1 Provide on-site support to configure up to eight document types (configurations), including troubleshooting. 2 Provide on-site support (up to 20 hours) for training, troubleshooting, technical support, etc. 3 Provide hourly rate for additional hours, including travel time Portford Solutions does not charge for Travel Time. r�_ Portford Version 1.1 Final 0 City of San Juan Capistrano Proposal for Page 16 of 21 Technical Support / Software Updates /Maintenance Document Imaging Program E. Vendor Qualifications 3.2 Portford's References Although Portford currently does not have a large number of local government customers, we are in negotiations (similar to the City of San Juan Capistrano) with a number of local cities to provide their support and maintenance contracts, and look forward to servicing these local governmental bodies as well in the near future. Portford Version 1.1 Final ContactCompany University of California — Riverside 900 University Avenue Bill Friere Riverside, CA 92521 Nip /hvwwemccom/ Q89eraUcustomer- Main Phone: (951) 827-2454 Email: bill.freireOucr.edu profileslh3999-uc-riversidecp.pdf 9985 Pacific Heights Boulevard San Diego County Credit Union Jill Hernandez San Diego, CA 92121 Main Phone: (858) 597-6529 Email: JHERNANDEZCDsdccu.com 9212 Balboa Avenue San Diego Metropolitan Credit Union Melissa Michaels San Diego, CA 92123 Main Phone: (619) 278-5743 Email: mmichaelsCcDSDMCU.ora 47950 Dune Palms Rd Desert Sands Unified School District Chuck King La Quints, CA 92253 Main Phone: (760) 771-8579 Email: charles.kinana dsusd.us 31592 West St South Coast Water District Jeff Martinez Laguna Beach, CA 92651 Main Phone: (949) 499-4555 x3174 Email: imartinezOscwd.oro 19800 MacArthur Boulevard Suite 150 Marcus & Millichap Marc Garcia Irvine, CA 92612 Main Phone: (650) 396-1828 Email: MGarciaj@roarcusmillichao.com 7515 Irvine Center Drive UBS Jodrell Dimaculangan Irvine, CA 92618 Main Phone: (949) 341-5794 Email: jad[aft@2g!jli.com 2340 Hollywood Way Lockheed Federal.Credit Union Desiree Shipley Burbank, CA 91510 Main Phone: (818) 565-2267 Email: dshiolev(&Iockheedfcu.ora 1359 N Grand Ave Kaiser Federal Bank Paul Madore Covina, CA 91724 Main Phone: 626.339.9663 x1118 Email: p.madore@kffg.com Although Portford currently does not have a large number of local government customers, we are in negotiations (similar to the City of San Juan Capistrano) with a number of local cities to provide their support and maintenance contracts, and look forward to servicing these local governmental bodies as well in the near future. Portford Version 1.1 Final City of San Juan Capistrano Proposal for - Page 17 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program 3.3 Vendor Support Representatives Provide the name and qualifications of vendor representative(s) to provide technical support: a. Portford Staff Credentials/ Resumes i. Bruce Bolton, President, is involved with system design, integration, and system deployment. Bruce leads several engineering initiatives, technology evaluations and escalated technical support. Bruce has received industry recognition for producing "off-the-shelf' client/server workflow packages for the Human Resources and Payroll marketplace, using Microsoft development platforms. One of these products achieved industry recognition. Brad Grell Before joining Portford Solutions Group, Inc in 2007, Brad composed over 25 years of IT/MIS experience, including 15 years of IT Department Management, 22 years in Project Management and Business Process Modernization. With over a decade of combined development and support experience on Windows and AS/400 platforms he continues to exhibit the professionalism, experience and expertise to consistently exceed expectations. Brad continually demonstrates his ability to quickly and accurately analyze client's document management needs and institute the required software configuration accordingly. Using his vast knowledge of business process automation, he adds extreme value when clients are looking to automate existing process and save resources. Responsibilities include: • Designing & implementing complete document management systems, from capture to repository • Provide support and technical training on clients existing and new systems • Business process automation using workflow software • Working with software manufactures for issue escalation and resolutions. Current certifications include: • Kofax Image Projects Certified Ascent Capture Integrator • EMC Proven Professional • CDIA+ Certified Document Imaging Architect Plus /r Portford Version 1.1 Final City of San Juan Capistrano Proposal for Page 18 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program iii. Erik Hofer Before joining Portford Solutions Group, Inc in 2000 Erik played an important customer service role with Xerox Corporation by fulfilling service level agreements with a large list of southern Californian Xerox business customers. Erik has significant knowledge in technical support, both on the software and hardware related components surrounding the latest document management software and related imagining hardware. EMC Proven Professional Accreditation, Kofax Ascent Capture Technical Solutions Specialist, Xerox Laser Certification Erik's Technical Support responsibilities include • Handling and escalation technical issues related to document management software. Cases are both logged and followed through to resolutions, involving additional tiers of support while acting as main point of contact. • Implemented document management and imagining software solutions • Performing end user training on systems once tested successful. • Document management software installation, configuration, and testing within internal development systems and client environments • Data conversion and manipulation for system migrations. • Configuration of VPN access for client access to hosted systems including management of SFTP for transfer of sensitive client data. • Software upgrade process documentation testing and deployment over a wide variety of client configurations iv. Gerald Gaunty, Technical Consultant/Business Analyst, is an Enterprise Content Management professional with solid history of progressive hands-on experience in the implementation and management of multiple Document Imaging, Document Management and Records Management systems. Before joining Portford Solutions Group in June 2007, Gerald was the manager of Imaging Operations at Indymac Bank. Gerald is also an avid golfer, salt water aquarist, fixed gear cyclist and is the owner of lafixed.com v. Clint Hofer, Technical Consultant and Support, is one of the most experienced technical specialists in Southern California. Clint has successfully completed over 200 deployments of imaging solutions in his 5 years with Portford. He is certified with Kodak, Bell & Howell, OTG/Legato/Documentum, OnBase, Liberty IMS, Kofax, Captiva, Cardiff TeleForm and RightFax products. Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 19 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program vi. Dan Segura, Customer Service and Support, supports existing customers and assists in piloting document management solutions for new customer. With 2 years experience in Human Resources, he is a qualified Kofax Technical Solutions Specialist and provides support for the suite of EMC Documentum products. Dan graduated from the University of California at Davis in 2003 with a BA in Economics. He is an active member of the Association of Records Managers and Administrators (ARMA) and the Association for Information and Image Management International (AIIM). or - Port rd Version 1.1 Final City of San Juan Capistrano Proposal for Page 20 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program 4 Terms and Condition This section contains the terms and conditions for the Statement of Work. • Validity: This SOW is valid for a period of sixty (60) days from the release date. • Invoicing: Invoices will be generated annually. Payment is due to Portford within 30 days of invoice date. • Hours of Operation: Unless otherwise agreed to in writing by the parties, Support Services will be performed during Portford's normal business hours (Monday through Friday, 8:OOam to 5:OOpm local time, excluding holidays). /r Portford Version 1.1 Final 0 0 City of San Juan Capistrano Proposal for Page 21 of 21 Technical Support/ Software Updates / Maintenance Document Imaging Program 5 SOW Approval We very much look forward to working with you on this key project. If you have any questions or require additional information, please feel free to contact Brad Grell on (714) 931-1487. Portford Solutions Group, Inc. By: Brad Grell Title: Solutions Architect Date: June 11, 2008 "I q RR 0 Title: Date: City of San Juan Capistrano Version 1.1 Final 0 0 PORTFORD SOLUTIONS RFP FOLLOW-UP QUESTIONS from July 22, 2008 Response on July 29, 2008 CURRENT PROPOSAL 1. Your current proposal includes a Scope of Work: Expanded Technical Support of $3,000. o Onsite support as defined above for 8 documents types (no charge) 0 20 hour block of professional services time $3,000 Does this mean that the 20 hour block of time is in addition to providing onsite support for developing 8 document types? Or developing the 8 document types is part of the 20 hour block of time? • The development of the 8 new document types is being offered at no additional costs as part of this proposal. The quote for 20 hrs. of Professional Services was included per the requirements of the RFP — Section D, Item #2: Provide on-site support (up to 20 hours) for training, troubleshooting, technical support, etc. (NOTE: the $3,000 is discounted $500 from our normal rates) Please respond to the following questions assuming that the above mentioned $3,000 is reserved for other uses. Please provide an individual cost figure for each item. EXISTING DOCUMENT IMAGING SYSTEM: SJC has had recent issues with getting previous (paid for) software updates installed on the city's server and 8 scan workstations. These issues are in part due to outdated server technology. o Are you able to get these missing components installed by working with appropriate software companies (Kofax, EMC, etc.)? • Yes — although by "missing" I'll assume you mean "not current". Portford has long-standing & very close working relationships with all involved Vendors, and has the installation files requested on hand to facilitate this requirement at your convenience. o What is the cost to SJC to bring our document imaging software and such current so you can begin the FY 08-09 work that is included in the RFP? 2 Days / $2,400 Upgrade AX/WX/Verity to 5.3.sp3/4 & Kofax to v8 3. The City is in the process of significant upgrades to the document server. Does your proposal include transferring software/images from the current server to a new server? o If not, what is the cost to do this? Typically the work to migrate to new hardware is billable work and not included under a "normal" or "standard" support agreement That said, estimated additional costs to migrate your EDMS and associated images to the new hardware would be: 1 Day / $1,200 Page i of 5 • E NOTE: Item # 2 & #3 could (should) be consolidated which would potentially reduce the overall time required, possibly to only 2 days. 4. What are the steps involved in the health check discussed in the interview? • Health Check Process Overview i. Meet with internal "project manager/lead" to discuss 1. their perspective on overall status' 2. any specific problems or deficiencies that need immediate attention 3. prioritization of outstanding issues, modifications, additions and enhancements ii. Meet individually with department managers to understand any issues or problems perceived, deficiencies or modifications desired, and vision for future use iii. Meet with IT personnel responsible for internal support & maintenance of the EDM environment; assess areas of concern; establish maintenance schedules & setup subsequent training sessions to bring them up to speed on the system o How much time would that involve? • 1/3 -1 day o At what cost? No additional costs — included for all new customers 5. The services provided to maintain our document imaging program will be coordinated through our Information Systems vendor — Synoptec, working with the City Clerk's office. o Do you have any cost adjustments that need to be made to your proposal related to this arrangement? • There are no additional costs that need to be taken into consideration and Portford would be happy to work with Synoptec TECHNICAL SOLUTIONS 6. Portford referred to having a developed solution to transfer PDF images that hold metatags. o What is the cost for SJC to utilize this solution to move documents to the new server? • Services: o 2 Days to develop the process. 1 day to manage the process $3,600 7. When archiving/indexing, will the customized solution referred to in the meeting retain and/or will it create its own metadata? • Assuming you're referring to the PDFs described in Question 6, the metadata from the PDFs will be used to populate the indexes in AX o If its system generated, will it need to be managed differently than metadata created by system users? • NA 8. Does the current system meet METS requirements? Page 2 of 5 0 0 • As no metadata per say is being captured and no XML is used for index storage (all kept in the database) it is our belief that METS is not applicable 9. What are the steps your company is taking to preserve the PDF standard? For example, PDF 1.4, PDF/A-1, ISO 19005-1 etc • In ApplicationXtender (and WebXtender) the Adobe PDF library & viewer is embedded in AX therefore all Adobe PDF library items are "preserved" NOTE Regarding #8 & #9: As EMC is the market leader in document management and records retention, they are committed to preserving a number of different ISO document standards, including PDF and TIF, to help preserve the longevity of documents. 10. Do you have compliance software for the above standards and/or are you working on developing something (similar to the MOVE project @ Harvard University)? • EMC regularly monitors and maintains these types of compliance and regulatory items, and assures compliance with government requirements. 11. What measures to you take when imaging documents to ensure the quality and accuracy of the documents? Again, assuming our referring to our conversion operations division, please see the attachment, "SOP -PROD -001 - Conversion Center Procedure.doc ADDITIONAL WORK 12. We are seeking a more user friendly interface for occasional users to search for documents. What is the cost to provide that? • There are a myriad of alternatives for providing the "user friendly" experience you you're speaking of ranging from "l click" integration with your legacy applications (like in Building/Planning, etc.) to creating a shortcut on your Intranet site to see images associated with text to ESRI/GIS integration — seamless & invisible to the user, to a custom -created "front-end" providing exactly the interface you're looking for. • Costs for any of these solutions are, of course, based on the alternative chosen and cannot be honestly and accurately determined without additional investigation/d iscove ry. 13. Please provide a cost proposal for off-site scanning and indexing paper documents and then installing these into the SJC system. (We have a current vendor. Are you willing to match their price?) DescriptionServices Scanning at 200dpi at Portford facilities with Per Page $0.08 100% QA of Pages Note: Includina one index field. Additional 2 Indexing Fields Per Pae $0.01 Document Preparation and Re -Preparation 1000 $12.00 Page 3 of 5 E 0 Documents and metadata are provided to the City either. by Secure FTP or via CD. Note: Additional volume discounts are available. 14. Please provide the cost for providing (1) one-hour training for "super users" (administrative staff members who are responsible for capturing and indexing images). The city can provide you with an appropriate training location. $150 15. Please provide the cost for providing (2) half-hour training sessions in one day. Training would be held in the council chamber that has server connections, PowerPoint, and/or digital projection of a computer screen available. $300 16. A list is attached outlining the current status and location of scan stations. Please provide the cost of getting each station installed and ready to use. Document Imaging SUPER USER WORK STATION STATUS July 22, 2008 1 — City Clerks office — 1 hr. ❑ Active and in use ❑ Location: Back Counter in Clerk's Office ❑ Needs software updates, Health Check of program efficiency —trouble shooting problems; some problems affect all users. ❑ Future needs: add more. document types (included in Portford RFP) 1 — Human Resources — % hr. ❑ Not Active ❑ Location: Laura Hendrix Desk ❑ Needs installation and software updates 2 — Administrative Services — % hr. ❑ Not Active, Not Installed ❑ Location: Pooja Gupta's desk area ❑ Needs installation and software updates ❑ Majority of the Department staff DO NOT have access to ApplicationXtender installed 1 — Community Services — % hr. ❑ Active ❑ Location: Debbie Evenson ❑ Needs software updates ❑ Currently has 4 document types 1 — Community Development —1 hr. ❑ Not Active ❑ Location: Unknown — department recently merged Page 4 of 5 0 0 ❑ Needs installation and software updates 1 — Public Works TBD — more information required ❑ Not Active: Installed and ready for use ❑ Location: Kristen Lewis's Desk ❑ Needs software updates ❑ Currently uses Accelerated Imaging to scan large scale documents and building permits into separate server ❑ Currently not scanning due to only having one document type and budget restraints. ❑ Only has one document type — EB_Minutes; needs to have documents in this document type moved or renamed to reflect department's changes. There are documents within EB Minutes. ❑ Staff with in department occasionally use ApplicationXtender 1 — Utility Department —'/: hr. ❑ Not Active, Not Installed ❑ Location: File Room ❑ Needs software updates, Installation ❑ Currently, department is in process of reorganizing paper files. Future needs would be to scan permanent files ❑ Only Administrative Staff use ApplicationXtender Estimates have been based on the information provided in the RFP. It is recommended that an analysis discussion take place before the project to confirm the budgetary estimates provided here. 17. What information do you need to provide us with proposals for: o Cost of transferring already scan documents from Access databases to ApplicationXtender? Can these be indexed in batches? • Please see Q6 o Is ApplicationXtender able to connect to other databases, such as CRW? What is the cost to connect this type of database? • ApplicationXtender is a standards based application and can integrates or exchange data with third party business applications by using its own Web Services or .NET API, or by accessing the databases directly using an ODBC connection. Portford has performed a number of these projects to seamlessly integrate AX as part of the business operating environment. We have an existing document service that houses the city's building permits. What would it take to merge or transfer these to the ApplicationXtender server? Can you provide us with an estimate of hours? • More information required to create an estimated SOW/Quote Page 5 of 5 0 rtkardSOLUTION Offers the following PROPOSAL to the CITY OF SAN JUAN CAPISTRANO Technical Support / Software Updates / Maintenance Document Imaging Program Proposal due date: June 11,2008 - 5:00 pm. Prepared By: Brad Grell (714)931-1487 Brad. Grell(aWortfordsg.corn Portford Solutions Group, Inc. (PSG) 3175 Sedona Court Building D Ontario, CA 91764 www.portfordsolutions.com City of San Juan Capistrano Pal for Page 3 of 21 Technical Support / Software I tes/MaintenanceDocumentImagingProgra Table of Contents 1 Company Profile...................................................................................................... 4 1.1 Company Hierarchy.......................................................................................... 4 1.2 Company Overview.......................................................................................... 4 1.2.1 Development...................................................................................4 1.2.2 Consulting.......................................................................................4 1.2.3 Conversion Services....................................................................... 4 1.2.4 EMC Documentum Partnership...................................................... 4 1.3 Company History .............................................................................................. 5 1.4 Company Size.................................................................................................. 5 1.5 Location Details................................................................................................ 5 1.5.1 Staff Allocation................................................................................6 1.6 Employment Practices...................................................................................... 6 1.6.1 Summary of Employee Benefits...................................................... 7 2 Description of Portford's Support Services.............................................................. 8 2.1 Support Contact Information............................................................................. 8 2.2 Support Portal................................................................................................... 8 2.3 Dedicated Account Manager............................................................................. 8 2.4 On -Site Support ................................................................................................ 9 2.5 Backed by the Software Vendors...................................................................... 9 2.6 Simulated Production Environment................................................................... 9 2.7 Call Process and Escalation............................................................................. 9 2.8 Tracking Support Calls................................................................................... 10 3 Proposals...............................................................................................................11 3.1 Summary ........................................................................................................ 11 A. Scope of Work: Scanner Maintenance........................................................... 12 B. Scope of Work: Software updates.................................................................. 13 C. Scope of Work: Basic Technical Support ........................................................ 14 D. Scope of Work: Expanded Technical Support ................................................ 15 E. Vendor Qualifications...................................................................................... 16 3.2 Portford's References..................................................................................... 16 3.3 Vendor Support Representatives.................................................................... 17 4 Terms and Condition.............................................................................................. 20 5 SOW Approval....................................................................................................... 21 Podfor'd S01, LJ7 ONS Version 1.1 Final City of San Juan Capistranoa! for • Page 4 of 21 Technical Support / Software dates / Maintenance Document Imaging Program 1 Company Profile 1.1 Company Hierarchy Bruce Bolton, President Nick Bolton, Chief Financial Officer 1.2 Company Overview Portford is uniquely positioned in its technical knowledge and hands-on experience with document management products, as well as a detailed business understanding and knowledge in Finance, Healthcare, Life Science, Education, and Government vertical markets. 1.2.1 Development Portford's engineering staff has years of development experience working with and interfacing with many document management technologies. Portford is strong in front end capture, and in addition to partnering with leading capture solutions it has developed Content Migration Server (CMS) which allows for a seamless migration of any content to an organization's ECM system. 1.2.2 Consulting As a consulting company Portford understands the need to deliver a Return On Investment (ROI) to clients. Portford has a detailed business understanding and knowledge of specialized technology that fit well with Documentum. Portford delivers the necessary information to help clients make a decision at the same time providing a road map to implement a solution while considering any potential regulatory compliance. Portford's consulting team can assist clients in the complete implementation lifecycle from strategy development, solution definition and implementation, training and post production support. 1.2.3 Conversion Services Portford provides customers a wide range of on-site and outsourced electronic or paper conversion services. In addition to conversion services, Portford has developed customized applications which can be used to migrate or extract data to and from legacy repositories such as Laserfiche. 1.2.4 EMC Documentum Partnership Portford has been a partner of EMC Documentum since 2001 and has worked with EMC Documentum in many capacities. Portford has worked directly with EMC Documentum's development organization to deliver their ApplicationXtender for SAP solution. As well as providing Documentum software and services directly, Portford is also a certified professional services partner. Other EMC Documentum partners have Portfrok ord SOL _u-,oN Version 1.1 Final City of San Juan Capistranoal for • Page 5 of 21 Technical Support/Software-Wates/Maintenance Document Imaging Program subcontracted Portford for workflow, content migration, and other projects which require software development. Portford is a select services team (SST) partner. EMC Documentum's SST program allows elite, highly -qualified partners to join forces with EMC software consultants, in order to provide customers with competitive rates, more local resources, and exceptional value. EMC carefully screens SST partners so in order to ensure a successful and cost effective implementation every time. As a program member, Portford can serve the City of San Juan Capistrano as an extension of the EMC software consulting organization, which backs every SST -delivered engagement. 1.3 Company History Portford was formed in November of 2000 to provide document business solutions. The corporation is staffed with leading experts in the fields of Mortgage and Consumer Banking, Healthcare, Life Science, and Government document management. Portford provides application integration, support, document management implementation and document conversion services specifically focused on meeting the needs of the individual industry sectors. Founded as a content management consulting firm with expertise in enterprise level deployment, Portford has sustained an impressive growth rate for 6 years extending its services to nearly 100 customers nationwide. Portford has distinguished itself as a leader in utilizing organization's existing technology in the development of paperless solutions. Portford Software has developed a range of products that provide an enterprise platform for capturing, indexing and storing electronic documents into third party document management systems. Portford's Content Migration Server enhances any content management system through a series of connecter utilities which can allow perform virtually any function related to the content in a system. In March 2006 Portford invested in a new state-of-the-art facility in Ontario, CA. It is from this Ontario headquarters that Portford plans to continue its growth in conjunction with the needs of governments and businesses within the Inland Empire, Orange county, and throughout the southern California area. 1.4 Company Size Portford has 32 full-time employees housed in its Ontario headquarters and an additional 4 full-time consultants based at Allergan Pharmaceuticals and United Healthcare. 1.5 Location Details Portford facilities consist of two privately owned buildings located at the following addresses: 3175 Sedona Court Building D Ontario CA 91764 Oft PortfordsOLuTiONS Version 1.1 Final City of San Juan Capistranosal for • Page 7 of 21 Technical Support/ Software pdates / Maintenance Document Imaging Program 1.6.1 Summary of Employee Benefits Benefits Description Paid bereavement leave is granted to all regular full-time Employees to make arrangements for and/or attend the funeral of an immediate family member. Paid bereavement leave is granted for a maximum of three 3 days per year. Civic Duties Regular full-time Employees must notify supervisors in order to accommodate Court Appearances, Jury Duty, Voting, and Witness Duty Dental Health Regular full-time Employees are eligible for health and dental insurance Insurance Pians n the first (1st) of the month following completion of ninety (90) days of ontinuous employment with Portford as outlined in the health and ental insurance plans. Paid Family Leave mployees who take time off pursuant to a leave of absence program, ither provided for by law or the policies of PSG, to attend to an mmediate family member who has a serious illness or for bonding with a hild following birth, adoption or foster care placement, may apply to alifornia for partial wage replacement under the Paid Family Leave Act or up to six 6 weeks. Holiday Pay Regular full-time Employees who have completed their Introductory eriod shall receive Holiday Pay (8 hours of compensation at their egular rate of compensation) for the following holidays which occur after mpletion of their Introductory Period, if they are normally scheduled to ork on such day(s): • New Year's Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Da Sick Time Regular full-time Employees, who have completed their Introductory eriod, shall be eligible for paid time -off for illness as described below. Sick time is provided for illness, doctors appointments, or other nexpected health matters causing an Employee to not be able to work. n addition, up to fifty percent (50%) of accrued sick time may be used to re for a sick child, parent, spouse, domestic partner or child of a omestic partner Vacation Regular full-time Employee's who have completed their Introductory Period may be eligible for paid vacation time -off, subject to approval by the Employee's immediate supervisor. Employees are to submit a written vacation request form at least two (2) weeks prior to the requested time -off. Port000,01 birddsoLuTioNs Version 1.1 Final City of San Juan Capistrano Sal for • Page 8 of 21 Technical Support / So/lware pdates /Maintenance Document Imaging Program 2 Description of Portford's Support Services Portford provides a "one stop shop" for supporting and maintaining document management solutions. 2.1 Support Contact Information Portford support can be contacted: Email: supportCa)portford solutions. com Telephone: (909) 484 9929 x15 On -Line @: www.Portford-support.com 2.2 Support Portal Portford support portal (www.Portford-support.com) provides a central interface for customers to obtain product information and demos, manage support cases (create/submit, add notes and check status'), and download software and manuals, as well as a Knowledge Base for researching on your own. 2.3 Dedicated Account Manager In order to provide continuity, Portford assigns a dedicated technical account manager that manages all aspects of customer accounts, from support cases to new implementations. Our understanding of the technical environment and the customer's future imaging plans will allow us to assist in implementation planning by recommending new products, patches and technologies that meet the customer's requirements. The account manager will regularly meet with, and become part of the project team. PortfordSOLU-IONS Version 1.1 Final pa,d= support Centef ' rw+er r �r t .a-rpw 1 6.rr'w� I Owwer I w l Ow. I h.n� r Welcome to Portford's Support Site ` • t h _ r �i •rw wr+�w rwn.�nw - wv+ m9 `k M�f MMWl+M�t'Q`Ml++�rwt7.rr1 �J+� "% 2.3 Dedicated Account Manager In order to provide continuity, Portford assigns a dedicated technical account manager that manages all aspects of customer accounts, from support cases to new implementations. Our understanding of the technical environment and the customer's future imaging plans will allow us to assist in implementation planning by recommending new products, patches and technologies that meet the customer's requirements. The account manager will regularly meet with, and become part of the project team. PortfordSOLU-IONS Version 1.1 Final City of San Juan Capistrano at for • Technical Support/Software (pdates /Maintenance Document Imaging Program 2.4 2.5 2.6 2.7 Page 9 of 21 On -Site Support The standard support agreement covers off-site support; however, additional on-site support can be purchased on a time and materials basis. Backed by the Software Vendors Portford provides Tier 1 support services, the software vendor provides Tier 2. This gives the customer the "best of both worlds", our local support with the backing of the software companies. Simulated Production Environment In order to facilitate troubleshooting, Portford support will create a development environment that matches the customer's production configurations. Call Process and Escalation The following points summarize the support call process and escalation: 1. Once a call is received a Portford support representative is assigned the case. 2. The Portford support representative will work with the customer representative either on the phone, or via a web conference to ascertain the source of the problem. 3. Once the source has been determined the Portford support representative will complete the case information and also confirm/assign the priority. 4. The Portford support representative will make an attempt to resolve the issue on the first call. If further investigation is required then the Portford support representative will consider the following tier 2 escalation. Once escalated Portford will work with the appropriate vendor to resolve the issue. Portfordsow-iONs Version 1.1 Final Description If the issue is determined to be hardware failure the issue will be Hardware escalated to the appropriate hardware vendor (Kodak/Fujitsu for the scanners). Software Existing tier 2 escalation process will take effect utilizing Portford's consultants and/or Documentum and Kofax support. Portfordsow-iONs Version 1.1 Final City of San Juan Capistrano at for Technical Support / Software ates /Maintenance Document Imaging program 2.8 Tracking Support Calls Page 10 of 21 Every support call is assigned a unique case number and all case history is tracked and facilitated through the system. The following table details the case priorities and associated Service Level Agreements (SLA): Note: An internal customer contact will be assigned as an escalation point: to assist Portford with any internal resources that are required in resolving issues. Note: Portford will make every attempt to work within the above timeframes, however, some tasks (e.g. PC environments and access) that may be outside the control of the Portford support representative. PortfordSOLLIT IONS Version 1.1 Final DescriptionPriority Production system is down ' Problem Identification P1 — PROD DOWN and not operational Within 4 Hours • 24 Hours issue resolution P2 —PROD Production is operational, • Problem Identification IMPACTED but is impacted by the Within 4 Hours issue. • 48 Hours issue resolution Negotiated. Configuration Production is operational support calls may be on-going P3 —PROD and a configuration change and as such may require CONFIGURATION or question has been several tasks to complete. The reported for research Portford support representative purposes. will negotiate with customer to determine a resolution date. Note: An internal customer contact will be assigned as an escalation point: to assist Portford with any internal resources that are required in resolving issues. Note: Portford will make every attempt to work within the above timeframes, however, some tasks (e.g. PC environments and access) that may be outside the control of the Portford support representative. PortfordSOLLIT IONS Version 1.1 Final City of San Juan Capistrano sal for , Page 11 of 21 Technical Support/So/Iware ates /Maintenance Document Imaging Program 3 Proposals This section details the costs for the each of the four (4) SOW"s requested. 3.1 Summary Summary Price A. Scope of Work: Scanner Maintenance $1,795.00 B. Scope of Work: Softare Updates $11,644.74 C. Scope of Work: Basic Technical Support $0.00 D. Scope of Work:en echnicaSupport Total: Discount: GRAND TOTAL:j $16,439.74 ($39.74) $16,400.00 ' Scope of Work PortfOrd soLu'ioNS Version 1.1 Final City of San Juan Capistrano Aesal for • Page 12 of 21 Technical Support / Software Updates / Maintenance Document Imaging Program A. Scope of Work: Scanner Maintenance The following table outlines the proposed costs for one (1) Fujitsu 4097D Scanner, including one (1) annual preventative onsite maintenance service call. This coverage is from July I, 2008 through June 30, 2009. WHENEVER there's a problem with your EDMS2 of any nature call us, and if it happens to be hardware -related Portford will coordinate the hardware repair services requests — one call to one number for all your EDMS support needs. 2 Electronic Document Management System Portfo dSO_u-nONS Version 1.1 Final City of San Juan Capistrano al for • Page 13 of 21 Technical Support / Soliwara pdates / Maintenance Document Imaging Program B. Scope of Work: Software updates The following table outlines the annual costs for the maintenance and support for your current environment. The licensing term is July I, 2008 through June 30, 2009. Portford tests all new releases intemally before releasing them to our own customer base. As a rule, Portford only recommends an upgrade if: • The release specifically addresses an issue the customer has been having • We believe that you would get value out of new functionality. We work with you to put together an upgrade schedule that will keep you in compliance with EMC with regards to software versions. • The currently installed versions of your software are slated for End -of -Life — meaning all support will be unavailable for that version p. Portford SOLU ioNS Version 1.1 Final City of San Juan Capistranosal for • Page 14 of 21 Technical Support/Software pdates/Maintenance Document Imaging Program C. Scope of Work: Basic Technical Support The following table outlines the costs to provide unlimited annual technical support via phone, e-mail and remote access. There are NO additional fees for Basic Technical Support — included in Section B. (above) PortforddSOLUTIONS Version 1.1 Final City of San Juan Capistrenosal for • Page 15 of 21 Technical Support/Softwarepdates/MaintenanceDocumentImagingProgram D. Scope of Work: Expanded Technical Support Provide on-site support service at the City of San Juan Capistrano within (1) day of request. 1 Provide on-site support to configure up to eight document types (configurations), including troubleshooting. 2 Provide on-site support (up to 20 hours) for training, troubleshooting, technical support, etc. 3 Provide hourly rate for additional hours, including travel time Portford Solutions does not charge for Travel Time. PortfordsoLu .oNs T• Version 1.1 Final City of San Juan Capistranoal for • Page 16 of 21 Technical Support/ Software lllITTTTpdates / Maintenance Document Imaging Program E. Vendor Qualifications 3.2 Portford's References Although Portford currently does not have a large number of local government customers, we are in negotiations (similar to the City of San Juan Capistrano) with a number of local cities to provide their support and maintenance contracts, and look forward to servicing these local governmental bodies as well in the near future. r^ Port[OWSO_U'IONS Version 1.1 Final Company.. University of California — Riverside 900 University Avenue Bill Friere Riverside, CA 92521 htto://www.emc.com/collateral/customer- Main Phone: (951) 827-2454 Email: bill.freire(L ucr.edu profiles/h3999-uc-riversideco.0df 9985 Pacific Heights Boulevard San Diego County Credit Union Jill Hernandez San Diego, 9 Main Phone:: ( (8588)) 5 5997529 Email: JHERNANDEZ(a)sdccu.com 9212 Balboa Avenue San Diego Metropolitan Credit Union Melissa Michaels San Diego, CA 92123 Main Phone: (619) 278-5743 Email: mmichaels(&SDMCU.org 47950 Dune Palms Rd Desert Sands Unified School District Chuck King nta La Pho, CA 92253 Main n Phone: (760) 771-8579 Email: charles.king(u dsusd.us 31592 West St South Coast Water District Jeff Martinez Laguna Beach, CA 92651 Main Phone: (949) 499-4555 x3174 Email: imartineza(7scwd.org 19800 MacArthur Boulevard Suite 150 Marcus & Millichap Marc Garcia Irvine, CA 92612 Main Phone: (650) 396-1828 Email: MGarcia(a)marcusmillichap.com 7515 Irvine Center Drive UBS Jodrell Dimaculangan Irvine, CA 92618 Main Phone: (949) 341-5794 Email: iodrell(7a pchli.com 2340 Hollywood Way Lockheed Federal Credit Union Desiree Shipley Burbank, CA 91510 Main Phone: (818) 565-2267 Email: dshipley(Mlockheedfcu.org 1359 N Grand Ave Kaiser Federal Bank Paul Madore Covina, CA 91724 Main Phone: 626.339.9663 x1118 Email: p.madore@kffg.com Although Portford currently does not have a large number of local government customers, we are in negotiations (similar to the City of San Juan Capistrano) with a number of local cities to provide their support and maintenance contracts, and look forward to servicing these local governmental bodies as well in the near future. r^ Port[OWSO_U'IONS Version 1.1 Final City of San Juan Capistranosal for • Page 18 of 21 Technical Support / Software l pdates /Maintenance Document Imaging Program iii. Erik Hofer Before joining Portford Solutions Group, Inc in 2000 Erik played an important customer service role with Xerox Corporation by fulling service level agreements with a large list of southern Californian Xerox business customers. Erik has significant knowledge in technical support, both on the software and hardware related components surrounding the latest document management software and related imagining hardware. EMC Proven Professional Accreditation, Kofax Ascent Capture Technical Solutions Specialist, Xerox Laser Certification Erik's Technical Support responsibilities include • Handling and escalation technical issues related to document management software. Cases are both logged and followed through to resolutions, involving additional tiers of support while acting as main point of contact. • Implemented document management and imagining software solutions • Performing end user training on systems once tested successful. • Document management software installation, configuration, and testing within internal development systems and client environments • Data conversion and manipulation for system migrations. • Configuration of VPN access for client access to hosted systems including management of SFTP for transfer of sensitive client data. • Software upgrade process documentation testing and deployment over a wide variety of client configurations iv. Gerald Gaunty, Technical Consultant/Business Analyst, is an Enterprise Content Management professional with solid history of progressive hands-on experience in the implementation and management of multiple Document Imaging, Document Management and Records Management systems. Before joining Portford Solutions Group in June 2007, Gerald was the manager of Imaging Operations at Indymac Bank. Gerald is also an avid golfer, salt water aquarist, fixed gear cyclist and is the owner of lafixed.com v. Clint Hofer, Technical Consultant and Support, is one of the most experienced technical specialists in Southern California. Clint has successfully completed over 200 deployments of imaging solutions in his S years with Portford. He is certified with Kodak, Bell & Howell, OTG/Legato/Documentum, OnBase, Liberty IMS, Kofax, Captiva, Cardiff TeleForm and RightFax products. PortfordSOLUTIONS Version 1.1 Final City of San Juan Capistranoloosal for • Page 19 of 21 Technical Support/ Software Updates / Maintenance Document Imaging Program vi. Dan Segura, Customer Service and Support, supports existing customers and assists in piloting document management solutions for new customer. With 2 years experience in Human Resources, he is a qualified Kofax Technical Solutions Specialist and provides support for the suite of EMC Documentum products. Dan graduated from the University of California at Davis in 2003 with a BA in Economics. He is an active member of the Association of Records Managers and Administrators (ARMA) and the Association for Information and Image Management International (AIIM). F PortfordSOLU'IONS Version 1.1 Final • .• City of San Juan Capistrano Proposal for Page 20 of 21 Technical Support/Software Updates /Maintenance Document Imaging Program 4 Terms and Condition This section contains the terms and conditions for the Statement of Work. • Validity: This SOW is valid for a period of sixty (60) days from the release date. • Invoicing: Invoices will be generated annually. Payment is due to Portford within 30 days of invoice date. • Hours of Operation: Unless otherwise agreed to in writing by the parties, Support Services will be performed during Portford's normal business hours (Monday through Friday, 8:00am to 5:00pm local time, excluding holidays). Portkird SOW -ONS Version 1.1 Final City of San Juan Capistrano IPsal for • Page 21 of 21 Technical Support/Software pdates/Maintenance Document Imaging Program 5 SOW Approval We very much look forward to working with you on this key project. If you have any questions or require additional information, please feel free to contact Brad Grell on (714) 931-1487. /---\ n r Port% olutions GroInc r By: Brad Grell Title: Solutions Architect Date: /0 2coa- V Portfo dsoi uTIoNs San Juan Capistrano By: RKTIlU, v"1Ito Title: �/ neEL Date: Version 1.1 Final