2015-038 EMS Software

From: Lee Summit(City)

Basic Details

started - 20 Jan, 2015 (about 9 years ago)

Start Date

20 Jan, 2015 (about 9 years ago)
due - 19 Jan, 2025 (in 9 months)

Due Date

19 Jan, 2025 (in 9 months)
Contract

Type

Contract

Identifier

N/A
Information Technology Services

Customer / Agency

Information Technology Services
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"LEE'S SUMMIT\nM |\n\nISSOUR\n\nINTEROFFICE MEMORANDUM\n\nCONTRACT DOCUMENT\n\nDATE: October 14, 2014\n\nTO: Key Purchasing Personnel\n\nFROM: Purchasing Division\n\nRE: Yearly Contract for EMS Emergency Software Maintenance\n\nLee\u2019s Summit Sole Source #2015-038\n\nVendor ImageTrend, Inc.\n20855 Kensington Boulevard\nLakeville, MN 55044\n\nPhone & Fax PH: 952-469-1589\nFAX: 952-985-5671\nOrdering Instructions Using Department to enter a requisition in the Lawson System for a Purchase Order to\nbe issued.\nRequisition must include each item as a separate line item.\nInvoices will be paid against Lawson System Receiver and Purchase Order.\n\nEffective Dates\n\nTerms/Discounts\n\ncc: Bid File- Original memo\nIntranet\n\nProcurement and Contract Services\n220 SE Green Street | Lee\u2019s Summit, MO 64063 | P: 816.969.1080 | F: 816.969.1081 | cityofls.net\n" "LEE'S SUMMIT\n\nMISSOURI\n\nNOTICE TO PROCEED\n\nOctober 14, 2014\n\nImage Trend Inc.\n\n20890 Kenbridge Ct.\nLakeville, MN
55044\nAttn: Michael Brady\n\nRE: Contract 2015-038\nYearly Agreement for EMS Emergency Software Maintenance\n\nDear Mr. Brady\n\n| am pleased to inform you the above referenced contract has been awarded to your company. The contract\nperiod will be January 20, 2015 through January 19, 2016, with four (4) possible renewal periods. A copy of the\ncontract documents is enclosed.\n\nThe using departments will place orders with your company using a Purchase Order number. This Purchase Order\nnumber must be referenced on all invoices, delivery tickets, and all associated paperwork.\n\nTo ensure prompt payment, all invoices must be sent to Accounts Payable at ap@cityofls.net, via fax at 816-969-\n1113, or by US Mail to Attention Accounts Payable, City of Lee\u2019s Summit, 220 S.E. Green Street, Lee\u2019s Summit, MO\n64063. Payment will be made within 30 days after receipt of the invoice.\n\nI look forward to doing business with your company during this contract period. Please do not hesitate to contact\nme if any questions or concerns arise at 816-969-1087.\n\nDeeDee Tsc da WR\nSenior Procurement Officer\n\nThank you,\n\nec: Bid file\nAccounts Payable\n\nProcurement and Contract Services\n220 SE Green Street | Lee\u2019s Summit, MO 64063 | P: 816.969.1080 | F: 816.969.1081 | cityofls.net\n" "Tg LEE'S SUMMIT\n\nMISSOURI\n\nSERVICE AGREEMENT\nEMS EMERGENCY SOFTWARE MAINTENANCE\nPSA AGREEMENT NUMBER 2015-038\n\nth\nThis AGREEMENT made and entered into this 4 day of Oc to b EiT__ 2014, by and between the City of Lee\u2019s Summit, Missouri, a Municipal\nCorporation of the State of Missouri, hereinafter referred to as \u201cCity,\u201d and ImageTrend Inc., a Corporation in the State of Minnesota, hereafter referred\nto as \u201cService Provider.\u201d Witnesseth, that:\n\nWHEREAS, Service Provider has offered to provide the services described in Exhibit A, payment terms described in Exhibit 8, Insurance requirements\ndescribed in Exhibit C, subject to the General Conditions described in Exhibit D; and\n\nWHEREAS, City desires to engage Service Provider to perform such services.\nNOW, THEREFORE, in consideration of the mutual covenants and considerations herein contained, it is hereby agreed by the parties hereto as follows:\n1. City employs Service Provider to perform the services hereinafter set forth.\n\n2. Services. The Service Provider represents that it is equipped, competent, and able to perform, and that it will perform all services hereinafter set\nforth in a diligent, competent, and workmanlike manner. Service Provider will perform all such services in accordance with the following\nprovisions, incorporated into this Agreement as if set forth in full herein: the Service Provider\u2019s Scope of Services (\"Scope\") attached hereto as\nExhibit A; Payment Terms, attached hereto as Exhibit B; Insurance requirements, attached hereto as Exhibit C; and General Conditions, attached\nhereto as Exhibit D. In the event of any conflict between provisions in the exhibits attached herein, the provisions set forth in Exhibit C shall\ncontrol.\n\n3. Amount Not To Exceed. It is expressiy understood that in no event will the total compensation to be paid to the Service Provider under the terms\nof this contract for the services set forth in the Scope, and for reimbursement of authorized expenses, exceed the sum of Nine Thousand Eighty\nDollars ($9,080.00). If additional services are requested by the City, the Service Provider will prepare and submit to the City an estimate of the total\ncost associated with such additional services. The City will review and approve in writing such cost estimate for additional services, and the total\ncompensation and reimbursement to be paid by the City to the Service Provider for such approved additional services shall not exceed the approved\namount. Service Provider\u2019s fees for additional services shall be billed on an hourly basis as Service Provider\u2019s current standard rates, which will in\nno event exceed the amount approved by the City in writing for such additional services.\n\n4. Term. The term of this Agreement shall be for a one (1) year period from January 20, 2015 through January 19, 2016. This Agreement shall\nautomatically renew for additional one (1) year renewal periods unless City gives written notice of non-renewal at least thirty days prior to expiration\nof the current contract term.\n\n5. This agreement shall be binding on the parties thereto only after it has been duly executed and approved by the City and the Service Provider,\nCITY OF LEE\u2019S SUMMIT SERVICE PROVIDER:\n\nocurement Officer\n\nStephen A. Arbo, City Manager ate\n\nAPPROVED AS TO FORM: /\ndackieHeante, Assistant CityWftorney\n\nTWVevev Si (e\\\n\nTun mlantan aliha anna annentlan In da arandda Immmeratian nenn med ana aansien anletiann nth Insam in sckila nennaniiem ihn mehlin dmume E\n" "g LEE'S SUMMIT\n\nMISSOURI\n\nEXHIBIT A\nService Provider\u2019s Scope of Services\n\nService Level Agreement (SLA) - PERPETUAL USE LICENSE, IMAGETREND HOSTED SOLUTION - VERSION 4.0\n\nThis agreement exists for the purpose of creating an understanding between ImageTrend and City who elsct to host the application on ImageTrend's servers.\nIt is part of our guarantee for exceptional service levels for as long as the system annual support fee is contracted. The Licensed ImageTrend Hosted Solution\nService Level Agreement guarantees your web application's availability, reliability and performance. This Service Level Agreement (SLA) applies to any site\nor application hosted on our natwork as contracted.\n\n1:\n\nHosting at the ImageTrend\u2019s Datacenter \u201c\n\nImageTrend's hosting environment provides 99.9% availability and is comprised of state-of-the-art Blade Servers and SAN storage that are configured\nwith the no single point of failure Ihrough software and infrastructure virtualization, blade enciosure redundancies and backup storage policies. Our\nCompellent SAN has a fiber channel backend, currently hosts 8TB of storage, has dual storage controllers with redundant power supplies and redundant\npaths to disk, and hot swappable drives. We do offsite replication to disk on a second SAN. Scheduled maintenance and upgrades do not apply to the\nsystem availability calculation and all Citys are properly notified of such scheduled occurrences to minimize accessibility interruptions.\n\nHardware\nImageTrend server hardware is configured to prevent data loss due to hardware failure and utilize the following to ensure a quick recovery from\nany hardware related problems.\n\u00ae _ Independent Application and Database Servers\n\u00a9 Microsoft SQL Server 2012\no _ Microsoft Windows Server 2008R2\n*e _ Redundant Power Supplies\n\u00abe _ Off-Site Idie Emergency Backup Servers (optional)\n\u00ab _ Sonicwall VPN Firewall\n\u00ab _ _Redundant Disk configuration\n\u00abe _ Disk Space allocation and Bandwidth as contracted\n\nPhysical Facility\nThe ImageTrend hosting facilities are located in downtown Minneapolis and Chicago with every industry standard requirement for hosting not only\nbeing met, but exceeded. Requirements such as power supply and power conditioning, normal and peak bandwidth capacity, security and fall over\nlocations are all part of an overall strategy to provide the most reliable hosting facility possible.\n\n\u00ab _ Redundant, high-speed Internet connections over fiber optics.\n\n\u00ab Power protection via an in-line 80kVa UPS with a 150 KW backup diesel generator\n\n*\u00ab _ Temperature controlled\n\n\u00ab _ Waterless Fire Protection and Clean agent fire suppression\n\u00ab _ Secured site access\n\u00ab Steel Vault Doors\n\u00ab 21\u201d concrete walls and ceiling\nData Integrity\n\nImageTrend applications are backed up daily allowing for complete recovery of data to ihe most recent backup:\n\u00ab Daily Scheduled Database and Application Backups.\n\n\u00ab Daily Scheduled backup Success/Failure notification to ImageTrend staff\n\nApplication and Hosting Support\nImageTrend provides ongoing support as contracted for their applications and hosting services, including infrastructure. This includes continued attention\nto product performance and general maintenance needed to ensure application availability. Support includes technical diagnosis and fixes of technology\nissues involving ImageTrend software, ImageTrend has a broad range of technical support services available in the areas of:\n\n\u00ae Web Application Hosting and Support\n\n\u00abe Subject Matter Expert Application Usage Support\n\n\u00ae Web Application Development/Enhancement\n\n\u00ab _ Database Administration/Support\n\n\u00ab _ Project Management\n\n\u00ab _ Systems Engineering/Architecture\n\nImageTrend offers multi-level technical support, based on level-two user support by accommodating both the general inquiries of the administrators and\nthose of the system users. We will give the administrators the ability to field support for the system as the first level of contact while providing them the\noption to refer inquiries directly to ImageTrend.\n\nImageTrend\u2019s Support Team is available Monday through Friday from 7:00 am to 6:00 pm CST via the Support Suite, email or telephone.\n\nSupport Suite: www.imagetrend.com/support\nEmail: support@imagetrend.com\n\nToll Free: 1-888-730-3255\n\nPhone: 952-469-1589\n\nImageTrend's support team is available to clients during ImageTrend's normal business hours (7:00 a.m. to 6:00 p.m. Central Standard Time, Monday\nthrough Friday, excluding holidays). Non-emergency support requests made after business hours will be addressed the next business day.\n\nAha mtantan abihn nennenmant anarntian in in menden iamauabian venloa ned ana allantiuen anletiann cel\u00e4h Intel schila mennandan ihn muhlin dn\u0131na 9\n" "LS\n\nLEE\u2019S SUMMIT\n\nMISSOURI\n\nOnline Support\n\nImageTrend offers an online support system which incorporates around-the-clock incident reporting of all submitted tickets to ImageTrend\u2019s\napplication support specialists. Once City submits a support ticket, he or she can track the progress wilh a secure login to ihe support application.\nThe system promotes speedy resolution by offering keyword-based self-help services and articles in the knowledgebase, should City wish to\nbypass traditional support services. Ticket tracking further enhances the efforts of Support Desk personnel by allowing ImageTrend to identify\npalterns which can then be utilized for Improvements in production, documentation, education and frequently asked questions to populate the\nknowiedgebase. The support ticket tracking system ensures efficient workflow for the support desk specialists while keeping users informed of\ntheir incident's status. Support patterns can be referenced to populate additional knowiedgebase arlicles.\n\nIncident Reporting Malfunctions\nImageTrend takes all efforts to correct malfunctions that are documented and reported by the City. ImageTrend acknowledges receipt of a\nmalfunction report from a City and acknowledges the disposition and possible resolution thereof according to the chart below.\n\nAction Expectation:\nAnticipated Error\nresolution\nnotitication after\nNotification ImageTrend Return\nAcknowledgement: Call to Licensee of\nImageTrend Return Call to Notification\nLicensee after initial Acknowledgement\nSeverity Level Examples of each Severi notification of an Error of an error.\n\nHigh/Site Down | - Complete shutdown or partial shutdown | Within one (1) hour of initial\nof one or more Software functions notification during business\n- Access to one or more Software hours or via\nfunctions not available support.imagelirend.com\n\n- Major subset of Software application\nimpacted\n\n- Minor subsystem failure Within four (4) hours of initial 24 Business hours\n-Data entry or access impaired on a notification\n\nlimited basis - usually can be delegated\n\nto local client contact as a first level or\n\nresponse for resolution \u2014 usually user\n\nerror (i.e. training\n\nLow - System operational with minor issues; Same day or next business Future Release\nsuggested enhancements as mutually day of initial notification\nagreed upon - typically covered in a\n\nfuture release as mutually ag\n\nService Requests (enhancements)\n\nAny service requests that are deemed to be product enhancements are detailed and presented to Ihe development staff, where the assessment is\nmade as to whether these should be added to the future product releases and with a priority rating. If an enhancement request is specific to one\nclient and deemed to be outside of the original scope of the product, then a change order is written and presented to the City. These requests are\nsubject to our standard rates and mutual agreement. Citys review and approve the scope, specificalion and cost before work is started to ensure\ngoals are properly communicated.\n\nProduct release management is handled by ImageTrend using standard development tools and methodologies. Work items including, tasks, issues,\nand scenarios are all captured within the system. Releases are based on one or more iterations during a schedule development phase. This includes\nby not limited to: development, architecture, testing, documentation, builds, test and use cases. Submissions of issues or requests are documented\nwithin our Product Management system and from there workflow Is created to track the path from initial request to resolution.\n\nOut of Scope\nCity may contract with ImageTrend for Out of Scope services. This will require a separate Statement of Work and will be billed at ImageTrend's\nstandard hourly rate.\n\nMaintenance and Upgrades\n\nSystem/product maintenance and upgrades, if applicable, are included in the ongoing support and warranty as contracted. These ensure continued\nattention to product performance and general maintenance. Scheduled product upgrades include enhancements and minor and major product\nchanges. Customers are notified in advance of scheduled maintenance. It Is the City's responsibility to accept all offered updates and upgrades to\nthe system. If the City does not accept these, City should be advised Ihat ImageTrend, at its discretion, may offer limited support for previous\nversions. All code releases also maintain the integrity of any client specific configurations (i.e. templates, addresses, staff information, active\nprotocols, etc.) that have been implemented either by ImageTrend's implementation staff or the City's administrative staff.\n\nEscalation\n\nOur support staff is committed to resolving your issues as fast as possible. Iftihey cannot resolve your issue, they will identify the course of action\nthat they will be taking and indicate when an answer will be available. They in turn will seek assistance from the designated developer. The next\nlevel of escalation goes to the Project Manager, who also addresses all operational issues on an ongoing basis and reviews the issue log regularly\nto assess product performance and service levels. Senior Management will handle issues requiring further discussion and resolution. Any issues to\nbe determined to be of a critical nature are immediately escalated accordingly.\n\nMn minninn al ihn nennen annentian in ta menden iammerntian sinn amd ana ahinaslen malbedinun snlih intameits slim mennancian iha m klin dm\u0131ond\n"

220 SE Green Lee's Summit, MO 64063Location

Address: 220 SE Green Lee's Summit, MO 64063

Country : United StatesState : Missouri

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