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.
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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.
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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.
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Section 10. Conflicts of Interest
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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.
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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.
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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.
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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:
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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
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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
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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.
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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
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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
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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
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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.
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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.
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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.
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2.3 Dedicated Account Manager
9W
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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.
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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.
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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.
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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
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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
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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
/'`
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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)
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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.
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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.
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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
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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.
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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 -
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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).
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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
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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?
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• 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
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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
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❑ 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
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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
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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
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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
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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
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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.
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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.
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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.
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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.
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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
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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
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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.
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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)
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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.
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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^
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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.
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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
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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).
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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