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19-188 Avocette Technologies, Inc., Operational Support Services Contract for Accela Automation5/11/20 City Clerk ______________________________________ EXPENDITURE DISTRIBUTION PO #2020-336 100-32-308 700-702 Original $15,600 Amendment #1: $31,200 Amendment #2: Total: $46,800 ServicePlus++ Support Services Agreement  1 Schedule “A” – “Basic” ServicePlus++ level of Service selected: Basic  Monthly Service Fee: $5200  Included Service Hours: 40  Additional Hourly Service Rate: $130.00/Hour (Additional hours over monthly service fee require client  authorization)  1 ServicePlus++™ Basic Service Avocette’s ServicePlus++ Basic service provides defined on‐going support services aimed at maintaining  a stable Accela environment.   ServicePlus++ Basic Service Desk hours: 8:30 – 17:00 PST Monday to Friday exclusive of Statutory  Holidays  1.1 Service Levels The following service levels are included with ServicePlus++ Basic service in order to achieve the level of  support required for CLIENT’s Accela environment.  Service levels are divided into five priority levels and are monitored and measured against the service  level commitment as shown below.  Avocette uses the following definitions to measure service levels:  Acknowledge Request is an email from an Avocette representative that confirms that the request has been received and a ticket number has been assigned in our service request management system (defined in section 2.1); Incident Resolution Time is the time from when the incident is reported to the time a work around or temporary solution has been implemented to address the specific incident; Incident Closure is the time from when the incident was reported to the time to hand over for production deployment with a permanent correction for the incident. If the incident closure requires an Accela fix, the Incident Closure times will not apply and will require direct participation of Accela which Avocette will assist with. EXHIBIT C ServicePlus++ Support Services Agreement  2 ServicePlus++ ™ AS AND WHEN service levels  Priority Definition Acknowledgment Resolution  Time Closure Priority 1 Service Disruption for major  applications/systems and/or has major  impact on business operations and/or  impacts external customers  Guideline – has significant business impact.  Exclusive of CLIENT network or system  issues not covered.  Exclusive of external disaster or disruption.  < 1 Hour  Phone call  Acknowledgement is  required  < 4 Hours  Phone call to  Accela  Customer  Support  Center every  60 minutes  with updates  (if required)  < 3 Business  days  Priority 2 Partial service disruption for major  application/system and/or service  disruption for minor system and/or has  moderate impact on business operations  Guideline – affects business operation for at  least one department.  < 2 Hour < 4 Hours < 5 Business  days  Priority 3 Minor service disruption impacting 1‐2 users  significantly and/or has minimal impact on  business operations. Does not affect service  delivery to external clients.  Service Request may be raised for incident  remediation and resolution (refer section  2.1 for Service Request process).  < 1 Business day  < 3 Business days < 30 Business days Priority 4 Minor Service disruption with insignificant  or no impact on business operations  Workaround available  Guideline – Affects < 5people  Service Request may be raised for incident  remediation and resolution (refer section  2.1 for Service Request process).  < 1 Business day < 15 Business days < 90 Business days EXHIBIT A   ServicePlus++ Support Services Agreement   3  Priority Definition Acknowledgment  Resolution  Time Closure Priority 5 Causes no service disruption with no impact  on business operations and does impact  service deliver to clients. Additional work  needed to perform some functions.  Service Request may be raised for incident  remediation and resolution (refer section  2.1 for Service Request process).    < 5 Business days  < 30 Business days < 120 Business days The above service levels are maintained providing there are hours remaining in the monthly budget. If  no hours remain in the budget service levels will only be maintained with Client authorization and are  dependant on Avocette resource availability.  The following are required in order for Avocette to meet the above service levels:  CLIENT will provide all required subscription, software and/or hardware licenses required to  support the application.  The support team will not be on‐site at CLIENT’s location and Avocette’s support team will be  able to access the CLIENT network remotely.  1.2 Service Level Reporting Service level reporting is a key means of communication between CLIENT and Avocette.  It is a forum to  discuss the performance with respect to service levels, the accomplishments and challenges, and to  have open honest dialog about the service delivery and relationship.  It also allows potential risks to be  discussed and addressed proactively.  Service level reporting is provided through the Avocette service  manager and as agreed to by the CLIENT. Service level meetings are recommended to review the report  and to have dialog around the service delivery and support relationship.  1.2.1 Service Level Meetings The following service level meetings will be conducted:   Weekly Prioritization meeting to review and rank incidents in priority.   Monthly Planning meeting to assess service request planning, status, priority and actions.  ServicePlus++ Support Services Agreement  4 Annual Service Delivery review meeting to review the previous year and determine what adjustments are required for the next year. Attendees will include at least:  Avocette Service Delivery Manager CLIENT Contract Manager Note: Actual time spent conducting and documenting service level meetings will be charged at the contract rate. Note: Avocette Weekly, Monthly, Quarterly and Annual meetings will occur via conference call unless otherwise requested. 1.2.2 Service Level Report The service level report is prepared weekly and monthly and will include the following information:  An itemized list of all active requests/incidents annotated by Avocette ticket number in the  current month and previous month.  Hourly usage for each ticket in the current month, the previous month and overall.  The status of each ticket as of the end of the period as well as any information that will assist  both CLIENT and VENDOR in resolving the ticket.  2 Service Delivery Service delivery is oriented around two specific processes:  1)Incident Management a.The handling of Break Fix situations.  In CLIENT terminology this is the ‘support’ type of requests that involve software fixes. b.In the event of a Priority 1 or 2 incident, Avocette resources will be required to attend the Incident Report Meeting that will be scheduled by CLIENT within 48 hours of the incident. 2)Service Request Management a.The handling of any request that is not expected to result in a software fix. This includes Maintenance, Enhancement and Operational (non‐software related) requests. See section 5 for a list of optional services available. The following sections will outline all the elements involved in Service Delivery and also walk through  the expected workflow for both Incident Management and Request Management.  EXHIBIT B   ServicePlus++ Support Services Agreement   5  2.1 Service Request Management Avocette uses a Service Management system to record and track all incidents and service requests  under this contract. Once submitted, service request management application is used to support  incidents and requests, assign tasks to internal team members and track time spent on specific requests.  The features offered are:   Application Change Management by logging and tracking requests, bugs, and enhancements by  application and client   Automatic email notifications within Avocette Systems for: new incidents; closed incidents;  Escalations; Priority changes; Remediation, Resolution or Recovery; and Task Assignments   Cross‐referencing of incident reports   Time recording for activities and reporting on effort   Root Cause capture   Control of user access to ensure security and privacy   The service request management application is configured for each client and can be modified to  accommodate business related requirements for reporting.  CLIENT will be defined along with the  details necessary to provide the reporting and incident management required to meet CLIENT Service  Level reporting needs.  2.2 Incident Management The incident management process occurs when CLIENT has a request to fix a production problem with  your Accela environment.  The goal of incident management is to:    Maintain service level objectives; and    Return to the normal service level as soon as possible with the smallest impact on the business  and user.  The process is triggered when the authorized CLIENT individual or group makes the request through:   Entry into the Cherwell Service Request Management System   E‐mail to Avocette (for non‐emergency items only)   Phone call to Avocette (for emergency and high priority issues, phone is mandatory)  2.2.1 Incident Management Process The following describes how Avocette will respond to an incident request. This process can be reviewed  and adjusted if necessary to meet CLIENT’s specific needs. As noted previously, some incident may  require an Accela fix and in those cases Avocette will support the reporting and communication with  Accela.    ServicePlus++ Support Services Agreement   6  Avocette Application Management CLIENTAvocette1.1  Request Support 1.2 Acknowledge  Request 1.3  Create Incident Receive  Acknowledge‐ ment Update  Request 1.5  Resolve issue  within SLA 1.4  Assign Team  Resources 1.7 Recover  Application 1.6b Approve Closure Phone/Email Priority 1 or 2?Warm HandoffYes No Email/Phone Acknowledgement Application  Recovered? Yes No 1.6a Request Closure Figure 1: Procedure for Incident Management.    Task # Task Actor(s)  1.1 The CLIENT point-of-contact or Customer Service Center contacts the Avocette Service Desk via toll-free telephone number or email address. CLIENT application point- of-contact 1.2 All contacts are acknowledged upon receipt. Acknowledgement can be through email or by phone. In the event an incident is submitted which in the judgement of the service desk should be a level 1 or 2 incident the service desk will acknowledge by phone and recommend an upgrade of the incident priority. Avocette Service Desk 1.3 Avocette Service Desk creates a ticket for the request, assigning the request to Avocette’s primary support person and Service Delivery Manager. Automatic email notifications are generated and sent to the Avocette Service Manager. Avocette Service Desk 1.4 If the request is a priority 1 or 2, the Avocette Service Desk speaks to the support resource and Service Delivery Manager directly to ensure the request is received in a timely manner (i.e., warm handover). CLIENT and Avocette’s managers are informed of priority 1 and priority 2 requests. The Service Delivery Manager liaises with the primary resource to coordinate a solution, and may approach service manager to assign additional support team resources to recover and resolve the issue. Avocette Support Team 1.5 The support team works to recover the issue within the service levels. This may involve working directly with CLIENT staff to provide access to data, database logs, performance data, etc., in order to resolve the incident. The support team promotes the fix to the CLIENT environment and completes the necessary requests to migrate to production. Avocette Support Team 1.6a If resolution of the issue provides recovery of the application, the Service Delivery Manager will seek approval from CLIENT to close the request. CLIENT point-of- contact   ServicePlus++ Support Services Agreement   7  Task # Task Actor(s)  1.7 If resolution of the issue does not also provide recovery of the application, the support team will work to complete the long-term solution to the issue. Avocette Application Support Team 1.6b Avocette obtains approval from the CLIENT point-of-contact to close the request. The incident is only considered closed once it is successfully deployed to production and verified as being resolved by the CLIENT point-of-contact. CLIENT point-of- contact 2.3 Request Management Avocette’s request management services support the management of service requests. This includes  requests for maintenance, enhancements or other operational (non‐software) requests. The goal of  Request Management is to keep track of all requests, allow prioritization of the requests, track time  spent, and report on the status of each request. Service request may be raised to address all Priority 3, 4  and 5 incident remediation and resolutions.  2.3.1 Request Management Process The following describes how Avocette will respond to a service request.   Figure 2: Procedure for Maintenance, Enhancement and Operational Requests    Task # Task Actor(s)  1.1 The CLIENT point‐of‐contact creates the initial service request by documenting  the specific request and sending this to the Avocette’s Service Desk by sending  an email.  A template is used to document the Service Request.  This will be logged if not already initiated as a service request and assigned to  the service delivery manager to assess.  CLIENT  application  point‐of‐ contact  1.2 The Service Delivery Manager will coordinate the team to assess the Service  Request, complete the request with impacts and estimates, and return the  Avocette  Support Team    ServicePlus++ Support Services Agreement   8  Task # Task Actor(s)  service request to CLIENT for approval. The development of the service request  may involve collaboration between CLIENT and Avocette to ensure the  requirements are understood and impacts accurately accounted for.     CLIENT will review and approve the Service Request.  CLIENT  1.3 The service delivery manager will then schedule the work to be completed  based on the agreed timeline expectations in the service request.  Avocette  Support Team  1.4  The service request is executed and the deliverables provided to CLIENT. Avocette  Support Team  1.5 CLIENT will review the deliverables and complete any necessary user  acceptance testing before giving the approval to proceed to production or  accept the deliverable.  CLIENT  Service Requests must be approved and signed by the CLIENT Contract Manager and Avocette’s Client  Manager before any work proceeds.  2.4 Approach to Maintain Service Levels Avocette will assign qualified and cross trained resources to the support of the Supported Application  Components.  The support team will include a primary and backup resource fully trained in the  application as well as the support procedures necessary to adhere to CLIENT standards.  The Service  Delivery Manager will ensure that the backup resource is ready in the event that the primary resource is  unavailable for any reason.  The primary goal is to ensure that service levels are maintained regardless  of the individual schedules of the support team.  In addition, the Avocette Service Desk is provided with primary and backup resource contact  information and will be kept informed when the primary resource is unavailable.  Cross training of the backup resources will be provided as part of initial transition to support and will  occur annually thereafter as a refresher.  Avocette will maintain a repository for information, materials and details pertaining to support of the  Supported Application Components (Knowledge Management).  This will also include details on the  specific CLIENT policies and procedures that will apply to this support service.  The Service Delivery Manager will ensure that there is adequate coverage during any absences or  traditional vacation periods (Christmas Holidays) and will also communicate any upcoming absences to  CLIENT during the service level report meetings.  In the event of a disaster in the Avocette Offices, CLIENT will be notified immediately, provided direct  contact phone numbers for the support team, and support resources will work from home.      ServicePlus++ Support Services Agreement   9  2.5 Facilities and Equipment Requirements CLIENT is not required to provide any permanent desk or office space.  However, Avocette may require  access to a drop in station at CLIENT from time to time during onsite visits. Avocette resources will  require remote access into the CLIENT environment using a secure VPN or similar connection.  3 Support Team Avocette’s support team is comprised of the following roles and provides on‐going operation support for  CLIENT’s Accela environment as follows:  Role Role Description  CLIENT Contract Manager/Point of Contact The CLIENT will assign a CLIENT Contract Manager/Point of  Contact to be the primary contact for the Avocette Service  Delivery Manager. (Note that other roles may be assigned as  required)The CLIENT Contract manager/Point of Contact will:  1. Facilitate communications between Avocette and the  CLIENT to clarify incident/service request particulars (as  needed)  2. Facilitate communications between Avocette and other  CLIENT departments or technical areas in order to  diagnose and resolve the request  3. Arrange for User Acceptance Testing as required  4. Provide priorities and guidance to the Avocette support  team for outstanding issues  5. Complete resolution details in the support tracking  system and closing the ticket  6. Attend monthly service level meetings  7. The following additional responsibilities are primarily  related to Service Request Management:  8. Facilitate Authorization of work to proceed.  9. Manage communication with other application  stakeholders on implementation or significant changes  10. Facilitate approval of requirements and functional  specifications  Avocette Service Desk Support Analyst Avocette’s Service Desk is staffed with Service Desk Support  Analysts who are responsible for receiving and acting upon  incidents reported by ServicePlus++ clients.  The Avocette Service Desk Support Analyst:  1. Responds to incidents from ServicePlus++ clients  submitted by email or phone.  2. Provides basic user support as required such as password  resets and other user support issues.  3. Based on the priority of the incident takes appropriate  action to respond to the incident by performing a warm  handoff.    ServicePlus++ Support Services Agreement    10  4. Provides regular updates for high priority incidents.  Avocette Account Manager An Avocette Account Manager is assigned to each  ServicePlus++ client and will be the person responsible for  ensuring Avocette meets its commitments under this  contract. The Client Account Manager is also responsible for  approving service requests on behalf of Avocette.  The Avocette Account Manager will:  1. Be responsible for Avocette’s commitments under the  contract.  2. Be available when necessary to meet with the client to  address issues and concerns.  3. Approve Service Requests in a timely manner.  Service Delivery Manager A Service Delivery Manager is assigned to each ServicePlus++  client and will be the primary contact for managing incident  resolution and service requests. Avocette always assigns a  backup Service Delivery Manager, typically the Subject  Matter Expert, to each account so that service disruptions  are avoided in the case of the primary service delivery  manager not being available.   The Service Delivery Manager will:  1. Be responsible for ensuring service levels are met for all  reporting incidents and communicating status of incident  resolution processes to stakeholders  2. Manage the delivery team and ensures support coverage  is in place to meet or exceed all service levels  3. Ensure proper communication to CLIENT regarding  release scope and expected delivery schedule and status  during the implementation process  4. Provide estimates for Service Requests and work with  the CLIENT Contract Manager to set priorities  5. Work with the CLIENT Contract Manager to develop  release plans for Service Requests  6. Ensure all required authorizations have been provided  prior to initiating work or conducting migrations  7. Be responsible for adjusting the release processes if  necessary in order to improve quality, reliability,  timeliness or overall customer satisfaction with the  releases and documenting the revised processes  8. Ensure decisions, priorities and action items are properly  documented and communicated to the team members    ServicePlus++ Support Services Agreement    11  9. Work with the CLIENT Contract Manager and the  Avocette Support Team to prioritize incident resolution  and closure  10. Conduct regular team meetings involving release scope,  scheduling and status  11. Reports regularly to the Avocette Account Manager  Subject Matter Experts / Business Analyst A primary and secondary Subject Matter Expert is assigned to  each ServicePlus++ client and is responsible for providing  analysis of and recommendations for resolving incidents and  providing analysis and design for service requests.  The Subject Matter Expert will:  1. Be responsible for understanding the business needs in  relation to the application  2. Gather requirements for enhancements or service  requests  3. Document both “as is” and “to be” to enable technical  team members to effectively configure the application  4. Liaise with CLIENT staff to understand and document  reporting requirements  5. Work with CLIENT to understand business problems in  relation to the application  6. Works with the Avocette Service Delivery Manager to  effectively timetable and deliver business analysis tasks  as part of releases or service requests  Database Administrator Avocette’s core team also includes a Database Administrator.  The Database Administrator is not assigned to the team but  is available as and when needed.  Assigned resources may hold one or more roles described above.  4 Additional Services The following table provides a list of some of the services that are available.   Service Description Frequency Service Level  Target  Estimated  Hours per  6 Month  Period  Option Service  Rates  On‐call  support  On call evening, weekend and  holiday support can be  arranged if required with 1 day  notice.  As and  when  required  N/A  N/A $100.00 per 8  Hours of on call  support    ServicePlus++ Support Services Agreement    12  After Hours  Callout  In the event where CLIENT  has made advance  arrangements for standby  service and a service request  is received outside of normal  business hours that requires  immediate response (i.e.  cannot wait until the next  business day) Avocette will  invoice for a minimum of  four (4) hours or the actual  hours worked, whichever is  greater  As and  when  required  N/A  N/A  $145.00/Hour  Rollout Accela  major release  Implementation of annual  major release in CLIENT’s  environments   Includes testing of current  configurations and  functionality   Does not include  implementation of new  functionality)  Once per  year (if  available)  Accela  application  environment  version level  maintained at  1 version  behind latest  available.  80 Included within  Service Request  Hours if  available,  additional  hours are  charged at  $125.00/Hour  Rollout Accela  feature pack  Implementation of feature  packs in CLIENT’s environments    Includes testing of current  configurations and  functionality   Does not include  implementation of new  functionality)  Once each 6  Month  Period  Accela  application  environment  feature pack  version level  maintained at  least 2 behind  latest  available.   15  Included within  Service Request  Hours if  available,  additional  hours are  charged at  $125.00/Hour  Rollout Accela  Hotfixes  Implementation of Accela  patches in CLIENT’s  environments    Includes testing of current  configurations and  functionality   Does not include  implementation of new  functionality)  As required  by Accela  patch  releases  Critical  hotfixes  (required by  CLIENT’s  current  Accela  version)  20 Included within  Service Request  Hours if  available,  additional  hours are  charged at  $125.00/Hour  Enhancements Service Request Hours draw  down budget for enhancements  to the Accela configuration  Recommend  that CLIENT  allocate 30  hours per  month  N/A As  required  Included within  Service Request  Hours if  available,  additional  hours are    ServicePlus++ Support Services Agreement    13    charged at  $125.00/Hour    ServicePlus++ Support Services Agreement   A‐1  Appendix A: Definitions The following definitions are used throughout this proposal:  “Acknowledge Request” means an email from an Avocette representative that confirms that a request  has been received.  “Additional Support Services” means any additional work requested by CLIENT beyond the Base  Support Services.  “Additional Support Services Fees” means the monthly fee paid to the VENDOR for the delivery of  Additional Support Services.  “Approved Service Request” means a Service Request or a VENDOR Service Proposal for which the  proposal and budget estimate provided by VENDOR has been approved by CLIENT and VENDOR has  been instructed to proceed with delivery of the subject matter.  “Base Support Services Fee” means the monthly fee paid to the VENDOR for the delivery of Base  Support Services.  “CLIENT Point of Contact” means the person in CLIENT responsible for managing the contract and  approving all expenditures.  This person is also the CLIENT reference of all administrative matters  associated with this contract.    “Contract Manager” means the Avocette Manager responsible for the delivery of Managed Services  across multiple clients. The Service Delivery Manager reports to the Contract Manager.  The Contract  Manager is present at Monthly, Quarterly and Annual Service Level Review meetings with CLIENT.  “Customer Support Center (CSC)” means CLIENT’s first level helpdesk service if used.  The Customer  Support Center is responsible for declaring the initial priority of an Incident.  “Incident” means an event that degrades or disrupts the normal operation of the application that is  reported to the Service Desk and given a unique tracking number.  “Incident Resolution Time” means the time to complete the permanent corrective solution (resolve the  root cause).  “On‐call Hours” means those hours beyond the Standard Business Day.  On‐call services are available on  request by CLIENT with one day’s notice.  “Preapproved Expenses” means those expenses incurred by the VENDOR in the execution of this  contract including travel and living expenses as preapproved by the CLIENT.  “Priority” means the degree of impact that an incident has on CLIENT business areas and clients. The  priorities are graded from 1 through 5 and agreed response and resolution times are based on these  priorities in the form of a Service Level Agreement. The Priority definitions can be found in Section 2  Service Levels.  “Services” means Base Support Services and Additional Support Services.    ServicePlus++ Support Services Agreement   A‐2  “Service Desk” means the service desk operated by the VENDOR providing a single point of contact and  2nd level support for all Services Incidents, and 1st level support for all Service Requests and Approved  Service Requests for In‐Scope Servers and In‐Scope Applications.     “Service Delivery Manager” means the Avocette resource responsible for ensuring CLIENT service levels  are met and that CLIENT remains satisfied with the service being provided.  The Service Delivery  Manager manages the support team, ensures adequate coverage is in place, provides communication to  CLIENT during incident recovery periods, and prepares the Service Level Reports.  The Service Delivery  Manager is present at Monthly, Quarterly and Annual Service Level review meetings at CLIENT.  “Service Levels” means the operational performance required of, and guaranteed by, the VENDOR in  the delivery of the Services, as set out in Section 2.  “Service Management Reporting” means the design, generation and delivery by the VENDOR of reports  and reporting sufficient to meet CLIENT’s operational management requirements for the Services.  “Service Request” means a formal request issued by CLIENT for maintenance (upgrades, preventative  maintenance) and enhancements.  Service Requests are developed by CLIENT and typically include the description of the requested service,  scope, expected deliverables and timeline expectations.  Avocette will provide estimates for Service  Requests within 5 business days.  All service requests are sent to the Avocette Service Desk and given a  unique tracking number.  “Standard Business Day” will be 7:00 a.m. to 5:00 p.m. Monday to Friday, not including Statutory  Holidays.   “Statutory Holidays” – In the United States means New Year’s day, Martin Luther King day, Presidents  Day, Memorial day, Independence day, Columbus Day, Veteran’s day, Thanksgiving day, Christmas day,  Christmas day holiday and in Canada means New Year’s Day, Family Day (including Islander day, Louis  Riel day, Viola Desmond day), Good Friday, Easter Monday, Victoria Day, Canada Day, Civic holiday  (including AB, BC, SK, ON, NB, NU), Labour Day, Thanksgiving Day, Remembrance Day, Christmas Day,  and Boxing Day.  “Support Team” means the Avocette resources that are involved in the day to day support of the  Supported Application Components.  “Ticket” is a generic term for a unique tracking number that is generated by the Customer Service  Centre or Avocette’s service request management application.    CITY OF PROFESSIONAL/CONSULTING SERVICES AGREEMENT CUPERTINO 1. PARTIES This Agreement is made and entered into as of November 5, 2019 ("Effective Date") by and between the City of Cupertino, a municipal corporation ("City"), and Avocette Technologies, Inc. ("Contractor"), a Corporation for Operational Support Services Contract for Accela Automation 2. SERVICES Contractor agrees to provide the services and perform the tasks ("Services") set forth in detail in Scope of Services, attached here and incorporated as Exhibit A. 3. TIME OF PERFORMANCE i I 3.1 This Agreement begins on the Effective Date and ends on 12/1/2020 ("Contract Time"),unless terminated earlier as provided herein. Contractor's Services shall begin on 12/l/2019 and shall be completed by 12/1/2020 3.2 Schedule of Performance. Contractor must deliver the Services in accordance with the Schedule of Performance, attached and incorporated here Exhibit B. 3.3 Time is of the essence for the performance of all the Services. Contractor must have sufficient time, resources, and qualified staff to deliver the Services on time. 4. COMPENSATION 4.1 Maximum Compensation. City will pay Contractor for satisfactory performance of the Services an amount that will based on actual costs but that will be capped so as not to exceed $ 15,600 ("Contract Price"),based upon the scope of services in Exhibit A and the budget and rates included in Exhibit C, Compensation attached and incorporated here. The maximum compensation includes all expenses and reimbursements and will remain in place even if Contractor's actual costs exceed the capped amount. No extra work or payment is permitted without prior written approval of City. 4.2 Invoices and Payments. Monthly invoices must state a description of the deliverable completed and the amount due for the preceding month. Within thirty(30) days of completion of Services,Contractor must submit a requisition for final and complete payment of costs and pending claims for City approval. Failure to timely submit a complete and accurate payment requisition relieves City of any further payment or other obligations under the Agreement. City Project Contract for Accela Automation Page 1 of 8 Professional/Consulting Contracts/Version:May 22,2018 5. INDEPENDENT CONTRACTOR 5.1 Status. Contractor is an independent contractor and not an employee, partner, or joint venture of City. Contractor is solely responsible for the means and methods of performing the Services and for the persons hired to work under this Agreement. Contractor is not entitled to health benefits, worker's compensation or other benefits from the City. 's 5.2 Contractor's Qualifications.Contractor warrants on behalf of itself and its subcontractors that they have the qualifications and skills to perform the Services in a competent and professional manner and according to the highest standards and best practices in the industry. 5.3 Permits and Licenses. Contractor warrants on behalf of itself and its subcontractors that they are properly licensed,registered, and/or certified to perform the Services as required by law and have procured a City Business License. 5.4 Subcontractors. Only Contractor's employees are authorized to work under this Agreement. Prior written approval from City is required for any subcontractor, and the terms and conditions of this Agreement will apply to any approved subcontractor. 5.5 Tools, Materials and Equipment. Contractor will supply all tools, materials and equipment required to perform the Services under this Agreement. 5.6 Payment of Taxes. Contractor must pay income taxes on the money earned under this Agreement. Upon City's request, Contractor will provide proof of payment and will indemnify City for violations pursuant to the indemnification provision of this Agreement. 6. PROPRIETARY/CONFIDENTIAL INFORMATION In performing this Agreement, Contractor may have access to private or confidential information owned or controlled by the City, which may contain proprietary or confidential details the disclosure of which to third parties may be damaging to City. Contractor shall hold in confidence all City information provided by City to Contractor and use it only to perform this Agreement. Contractor shall exercise the same standard of care to protect City information as a reasonably prudent contractor would use to protect its own proprietary data. I 7. OWNERSHIP OF MATERIALS 7.1 Property Rights. Any interest (including copyright interests) of Contractor in any product, memoranda, study, report, map, plan, drawing, specification, data, record, document or j other information or work, in any medium(collectively, "Work Product"),prepared by Contractor in connection with this Agreement will be the exclusive property of the City and shall not be shown to any third-party without prior written approval of City. 7.2 Copyright. To the extent permitted by Title 17 of U.S. Code,all Work Product arising out of this Agreement is considered "works for hire" and all copyrights to the Work Product will be the property of City. Alternatively, Contractor assigns to City all Work Product copyrights. Contractor may use copies of the Work Product for promotion only with City's written approval. i City Project Contract for Accela Automation Page 2 of 8 Professional/Consulting Contracts/Version:May 22,2018 7.3 Patents and Licenses. Contractor must pay royalties or license fees required for authorized use of any third party intellectual property, including but not limited to patented, trademarked,or copyrighted intellectual property if incorporated into the Services or Work Product of this Agreement. 7.4 Re-Use of Work Product. Unless prohibited by law and without waiving any rights, City may use or modify the Work Product of Contractor or its sub-contractors prepared or created under this Agreement,to execute or implement any of the following: I (a) The original Services for which Contractor was hired; (b) Completion of the original Services by others; j (c) Subsequent additions to the original Services; and/or (d) Other City projects. 7.5 Deliverables and Format. Contractor must provide electronic and hard copies of the Work Product, on recycled paper and copied on both sides, except for one single-sided original. i 8. RECORDS 4 i Contractor must maintain complete and accurate accounting records relating to its performance in accordance with generally accepted accounting principles. The records must include detailed information of Contractor's performance, benchmarks and deliverables, which must be available to City for review and audit. The records and supporting documents must be kept separate from other records and must be maintained for four years from the date of City's final payment. 9. ASSIGNMENT i Contractor shall not assign, sublease, hypothecate, or transfer this Agreement, or any interest therein, directly or indirectly, by operation of law or otherwise, without prior written consent of City. Any attempt to do so will be null and void. Any changes related to the financial control or business nature of Contractor as a legal entity is considered an assignment of the Agreement and subject to City approval, which shall not be unreasonably withheld. Control means fifty percent (50%) or more of the voting power of the business entity. 10. PUBLICITY/SIGNS Any publicity generated by Contractor for the project under this Agreement, during the term of this Agreement and for one year thereafter, will reference the City's contributions in making the project possible. The words "City of Cupertino" will be displayed in all pieces of publicity, including flyers,press releases,posters, brochures,public service announcements, interviews and newspaper articles. No signs may be posted, exhibited or displayed on or about City property, except signage required by law or this Contract, without prior written approval from the City. 11. INDEMNIFICATION 11.1 To the fullest extent allowed by law, and except for losses caused by the sole and active negligence or willful misconduct of City personnel, Contractor shall indemnify, defend and hold i City Project Contract for Accela Automation Page 3 of8 Professional/Consulting Contracts/Version:May22,2018 harmless City, its City Council, boards and commissions, officers, officials, employees, agents, servants, volunteers and consultants ("Indemnitees"), through legal counsel acceptable to City, from and against any and all liability, damages, claims, actions, causes of action, demands, charges, losses, costs and expenses (including attorney fees, legal costs and expenses related to litigation and dispute resolution proceedings) of every nature, arising directly or indirectly from this Agreement or in any manner relating to any of the following: (a) Breach of contract, obligations,representations or warranties; (b) Negligent or willful acts or omissions committed during performance of the Services; (c) Personal injury,property damage,or economic loss resulting from the work or performance of Contractor or its subcontractors or sub-subcontractors; (d) Unauthorized use or disclosure of City's confidential and proprietary Information; (e) Claim of infringement or violation of a U.S. patent or copyright, trade secret, trademark, or service mark or other proprietary or intellectual property rights of any third party. 11.2 Contractor must pay the costs City incurs in enforcing this provision. Contractor must accept a tender of defense upon receiving notice from City of a third-party claim, in accordance with California Public Contract Code Section 9201. At City's request, Contractor will assist City in the defense of a claim, dispute or lawsuit arising out of this Agreement. 11.3 Contractor's duties under this section are not limited to the Contract Price, workers' compensation payments, or the insurance or bond amounts required in the Agreement.Nothing in the Agreement shall be construed to give rise to an implied right of indemnity in favor of Contractor against City or any Indemnitee. 11.4. Contractor's payments may be deducted or offset to cover any money the City lost due to a claim or counterclaim arising out of this Agreement, a purchase order, or other transaction. 12. INSURANCE Contractor shall comply with the Insurance Requirements, attached and incorporated here as Exhibit D, and must maintain the insurance for the duration of the Agreement, or longer as required by City. City will not execute the Agreement until City approves receipt of satisfactory certificates of insurance and endorsements evidencing the type, amount, class of operations covered, and the effective and expiration dates of coverage. Failure to comply with this provision may result in City, at its sole discretion and without notice, purchasing insurance for Contractor and deducting the costs from Contractor's compensation or terminating the Agreement. 13. COMPLIANCE WITH LAWS 13.1 General Laws. Contractor shall comply with all local, state and federal laws and regulations applicable to this Agreement. Contractor will promptly notify City of changes in the law or other conditions that may affect the Project or Contractor's ability to perform. Contractor is responsible for verifying the employment authorization of employees performing the Services, ] as required by the Immigration Reform and Control Act. i City Project Contract for Accela Automation i Page 4 of 8 Professional/Consulting Contracts lVersion:May 22,2018 13.2 Labor Laws. Contractor shall comply with all labor laws applicable to this Agreement. If the Scope of Services includes a"public works"component,Contractor is required to comply with prevailing wage laws under Labor Code Section 1720 and other labor laws. j 13.3 Discrimination Laws. Contractor shall not discriminate on the basis of race, religious 3 creed, color, ancestry, national origin, ethnicity, handicap, disability, marital status, pregnancy, age, sex, gender, sexual orientation, gender identity, Acquired-Immune Deficiency Syndrome (AIDS) or any other protected classification. Contractor shall comply with all anti-discrimination laws, including Government Code Sections 12900 and 11135, and Labor Code Sections 1735, 1777 and 3077.5. Consistent with City policy prohibiting harassment and discrimination, Contractor understands that harassment and discrimination directed toward a job applicant, an employee,a City employee,or any other person,by Contractor or its employees or sub-contractors will not be tolerated. 13.4 Conflicts of Interest. Contractor shall comply with all conflict of interest laws applicable to this Agreement and must avoid any conflict of interest. Contractor warrants that no public official, employee, or member of a City board or commission who might have been involved in the making of this Agreement, has or will receive a direct or indirect financial interest in this Agreement, in violation of California Government Code Section 1090 et seq. Contractor may be required to file a conflict of interest form if Contractor makes certain governmental decisions or serves in a staff capacity, as defined in Section 18700 of the California Code of Regulations. Contractor agrees to abide by the City's rules governing gifts to public officials and employees. 13.5 Remedies.Any violation of Section 13 constitutes a material breach and may result in City suspending payments, requiring reimbursements or terminating this Agreement. City reserves all other rights and remedies available under the law and this Agreement, including the right to seek indemnification under Section 11 of this Agreement. 14. PROJECT COORDINATION City Project Manager.The City assigns Nidhi Mathur as the City's representative for all purposes under this Agreement, with authority to oversee the progress and performance of the Scope of Services. City reserves the right to substitute another Project manager at any time, and without prior notice to Contractor. Contractor Project Manager. Subject to City approval, Contractor assigns Cynthia Tomey as its single Representative for all purposes under this Agreement, with authority to oversee the progress and performance of the Scope of Services. Contractor's Project manager is responsible for coordinating and scheduling the Services in accordance with the Scope of Services and the Schedule of Performance. Contractor must regularly update the City's Project Manager about the progress with the work or any delays, as required under the Scope of Services. City written approval is required prior to substituting a new Representative. 15. ABANDONMENT OF PROJECT City may abandon or postpone the Project or parts therefor at any time. Contractor will be compensated for satisfactory Services performed through the date of abandonment, and will be i i City Project Contract for Accela Automation Page 5 of 8 Professional/Consulting Contracts/Version:Allay 22,2018 given reasonable time to assemble the work and close out the Services. With City's pre-approval in writing,the time spent in closing out the Services will be compensated up to a maximum of ten percent(10%) of the total time expended to date in the performance of the Services. I 16. TERMINATION City may terminate this Agreement for cause or without cause at any time. Contractor will be paid for satisfactory Services rendered through the date of termination, but final payment will not be made until Contractor closes out the Services and delivers the Work Product. 17. GOVERNING LAW, VENUE AND DISPUTE RESOLUTION This Agreement is governed by the laws of the State of California. Any lawsuits filed related to this Agreement must be filed with the Superior Court for the County of Santa Clara, State of California. Contractor must comply with the claims filing requirements under the Government Code prior to filing a civil action in court. If a dispute arises, Contractor must continue to provide the Services pending resolution of the dispute. If the Parties elect arbitration,the arbitrator's award must be supported by law and substantial evidence and include detailed written findings of law and fact. 18. ATTORNEY FEES If City initiates legal action, files a complaint or cross-complaint or pursues arbitration appeal, or other proceedings to enforce its rights or a judgment in connection with this Agreement, the prevailing party will be entitled to reasonable attorney fees and costs. 19. THIRD PARTY BENEFICIARIES There are no intended third party beneficiaries of this Agreement. I 20. WAIVER Neither acceptance of the Services nor payment thereof shall constitute a waiver of any contract provision. City's waiver of a breach shall not constitute waiver of another provision or breach. 21. ENTIRE AGREEMENT i This Agreement represents the full and complete understanding of every kind or nature between the Parties, and supersedes any other agreement(s) and understanding(s), either oral or written, between the Parties. Any modification of this Agreement will be effective only if in writing and signed by each Party's authorized representative. No verbal agreement or implied covenant will be valid to amend or abridge this Agreement. If there is any inconsistency between.the main Agreement and the attachments or exhibits thereto, the text of the main Agreement shall prevail. I City Project Contract for Accela Automation Page 6 of 8 Professional/Consulting Contracts/Version:May 22,2018 I 22. INSERTED PROVISIONS Each provision and clause required by law for this Agreement is deemed to be included and will be inferred herein. Either party may request an amendment to cure mistaken insertions or omissions of required provisions. The Parties will collaborate to implement this Section, as appropriate. 23. HEADINGS The headings in this Agreement are for convenience only, are not a part of the Agreement and in no way affect, limit or amplify the terms or provisions of this Agreement. 24. SEVERABILITY/PARTIAL INVALIDITY If any term or provision of this Agreement, or their application to a particular situation, is found by the court to be void, invalid, illegal or unenforceable, such term or provision.shall remain in force and effect to the extent allowed by such ruling. All other terms and provisions of this Agreement or their application to specific situations shall remain in full force and effect. The Parties agree to work in good faith to amend this Agreement to carry out its intent. 25. SURVIVAL All provisions which by their nature must continue after the Agreement expires or is terminated, including the Indemnification, Ownership of Materials/Work Product, Records, Governing Law and Attorney Fees, shall survive the Agreement and remain in full force and effect. 26. NOTICES All notices, requests and approvals must be sent in writing to the persons below, which will be considered effective on the date of personal delivery or the date confirmed by a reputable overnight delivery service,on the fifth calendar day after deposit in the United States Mail,postage prepaid, registered or certified, or the next business day following electronic submission: To City of Cupertino To Contractor: Avocette Technologies,Inc. 10300 Torre Ave.,Cupertino CA 95014 2nd Floor 422 Sixth Street New Westminister,BC.V3L 3132 Attention:Nidhi Mathur Attention: Cynthia Tomey Email: Nidhim@cupertino.org Email:cynthia.tomey@avocette.com 27. VALIDITY OF CONTRACT This Agreement is valid and enforceable only if(a) it complies with the purchasing and contract provisions of Cupertino Municipal Code Chapters 3.22 and 3.23, as amended from time to time, (b) is signed by the City Manager or an authorized designee, and (c) is approved for form by the City Attorney's Office. City Project Contract for Accela Automation Page 7 of 8 Professional/Consulting ContractslVersion:May 22,2018 28. EXECUTION The person executing this Agreement on behalf of Contractor represents. and warrants that Contractor has full right,power, and authority to enter into and carry out all actions contemplated by this Agreement and that he or she is authorized to execute this Agreement,which constitutes a legally binding obligation of Contractor. This Agreement may be executed in counterparts, each one of which is deemed an original and all of which, taken together, constitute a single binding instrument. IN WITNESS WHEREOF,the parties have caused the Agreement to be executed. CONTRACTOR CITY OF CUPERTINO Avocette Technologies,Inc. A Municipal Corporation By By Name Mitchell Ngai Name Nidhi Mathur Title COO Title Applications Manager Date November 8,2019 Date 11 1 Gl Tax I.D.No.: APPROVED AS TO FORM: HEATHER M. MINNER Cupertino City Attorney ATTEST: GRACE SCHMIDT 3 1 City Clerk i i Ii i I City Project Contract for Accela Automation Page 8 of 8 Professional/Consulting Contracts Mersion:May 22,2018 EXHIBIT A -a Avocet': e TECHNOLOGY TOGETHER I li i City of Cupertino ServicePlus++ Operational Support Services Contract for Accela Automation Deliver to: City of Cupertino Attn:Nidhi Mathur Phone:(408)777-3377 E-mail:nidhim@cupertino.org Response Contact: Darrel Drab Avocette Technologies Inc. Phone:(250)389-2993(X229) E-mail:Darrel.drab@avocette.com Head Office: 2nd Floor—422 Sixth Street,New Westminster,BC V3L 362 Phone: (604)395-6000 Fax: (604)395-6004 Toll Free: 1-866-285-8885 GST#889977195-RT0001 Avoce+ ' e ServicePlus++Support Services Agreement Service + Vendor Services Agreement Between Avocette Technologies Inc. (the City of Cupertino VENDOR) (the CLIENT) at the following address: at the following address: 2"d Floor—422 Sixth Street Cupertino City Hall New Westminster, BC 10300 Torre Avenue V3L 3132 Cupertino CA 95014-3202 Phone: 604 395 6000 Phone: (408) 777-3377 Phone Toll Free: 1 866 285 8885 CLIENT AND THE VENDOR AGREE TO THE TERMS OF THIS DOCUMENT AND IN THE SCHEDULE OUTLINE BELOW. SCHEDULE A—SERVICES: ServicePLUS++ Basic Service - Provide support and consulting services in support of the Client's Accela Automation system, As Per Attached Schedule A. Term: From: November 1, 2019 To and including: October 31, 2020 READ TERMS ON THE FOLLOWING PAGES TERMS OF CONTRACT VENDOR'S OBLIGATIONS 1. The VENDOR will: a) notwithstanding the date of execution and delivery of this agreement, provide the services(The"Services")during the term(The"Term")at the contract price established in Schedule"A"in accordance with this agreement; b) supply all labour resources necessary to provide the Service outlined in Schedule"A"; c) upon request of CLIENT, fully inform CLIENT of the work done by the VENDOR nominee in connection with the provision of the Services and permit CLIENT at all reasonable times to inspect, review and copy all accounting records, findings, data, specifications, drawings, working papers, reports, documents and material (collectively called the"Material)whether complete or otherwise that have been produced received or acquired by the VENDOR nominee as a result of this agreement; d) ensure that the VENDOR complies with the CLIENT's request that all time spent must be detailed in the ServicePLUS++ IT Service Management System along with a descriptor of the work carried out on a daily basis; i ServicePlus+a Support Services Agreement Avoce e e) comply with all applicable municipal, provincial/State and federal laws; f) at all times maintain a standard of care, skill and diligence in performance of the Services exercised and observed by persons engaged in the provision of services similar to the Services; g) at all times treat as confidential all information or material supplied to or obtained by the VENDOR and its nominees as a result of this agreement and will not permit the publication, release or disclosure of the same without the prior written consent of CLIENT; h) be an independent Contractor and not be the servant, employee or agent of CLIENT i) ensure that all persons employed by it in connection with the provision of the Services are competent to perform them,adequately trained,fully instructed and supervised; j) ensure that all personnel hired by the VENDOR to provide the Services will be the employees or subcontractors of the VENDOR and not of CLIENT. CLIENT OBLIGATIONS 2. CLIENT will: a) make available to the VENDOR all available information considered by CLIENT to be pertinent to the Services; b) make available to the VENDOR such staff and subject matter experts for consultation as required to ensure the VENDOR can meet their obligation to the CLIENT; c) ensure that the Client Point-of-Contact is available to review and approve the completion of incident resolution in a timely manner; d) ensure that the Client Contract Manager is available to approve such Service Requests as may be necessary for the VENDOR to fulfill its obligations under the contract; e) ensure that staff are available to review and approve Service Requests in a timely manner; THE CONTRACT PRICE and PAYMENT TERMS 3. Contract Price and Payment Terms a) Subject to the terms of this agreement the VENDOR will invoice the CLIENT for approved services as outlined in Schedule"A".Fees will be calculated on the"Additional Hourly Service Request rate"on an hourly basis as outlined in Schedule"A"; b) The VENDOR will submit written statements of account to CLIENT commencing no sooner than the date set out in Schedule"A"as the'Billing Date"and thereafter as Specified in Schedule"A"; c) All pricing is in the currency of the CLIENT; d) Preapproved expenses for travel and living if required will be invoiced at cost; e) All invoices are payable net 30 days. TERMINATION 4. In the event of a substantial failure of a party to comply with the provisions of this agreement, it may be terminated by the other party on ten (10)days written notice. 5. CLIENT may, in its sole discretion,terminate this agreement on 10 days written notice and the payment of funds required to be made pursuant to Section 8, will discharge CLIENT of all its liability to the VENDOR under this agreement. 6. Where this agreement is terminated before 100% completion of the Services, CLIENT will, subject to Section 7, pay to the VENDOR that portion of the Contract Price which is equal to the portion of the Services completed. ii Avoce ! e Service Plus++Support Services Agreement NON HIRE 7. The CLIENT agrees that during the term of this Agreement, and for the non-solicitation period of six months thereafter, shall not, without the prior written consent of VENDOR, induce or attempt to influence, directly or indirectly, an employee or subcontractor of VENDOR to leave the employ of VENDOR; GENERAL 8. This agreement will be governed and construed in accordance with the laws of the Province of British Columbia. 9. Time will be of the essence of this agreement. 10. Any notice required to be given hereunder will be delivered by hand or mailed by prepaid registered mail to the address on this agreement or at such other address as either party may from time to time designate by notice in writing to the other, and any such notice mailed will be deemed to be received 48 hours after mailing. 11. This agreement will be binding upon CLIENT and its assigns and the VENDOR, its successors and permitted assigns. 12. A waiver of any provision or breach by the VENDOR of this agreement will be effective only if it is in writing and signed by CLIENT and will not be deemed to be a waiver of any subsequent breach of the same or any other provision of this agreement. 13. All materials provided to the VENDOR are to be treated confidentially. 14. The copyright for independent work produced prior to the start of this project and brought into this project remains exclusively the copyright of the producing party, all other copyright in the Material will belong to CLIENT. 15. The Schedules form an integral part of this agreement. 16. No amendment or modification to this agreement will become effective unless the same will have been reduced to writing and duly executed by the parties hereto. 17. This agreement, and any amendment made pursuant to Section 18, constitute the entire agreement between the parties. 18. Sections 1(b),(c),and(e)of this Agreement will notwithstanding the expiration or earlier determination of the Term, remain and continue in full force and effect. SIGNATURES Avocette Technologies Inc. City of Cupertino Name: Name: Signed: Signed: Title: Title: Date: Date: iii ServicePlus++Support Services Agreement Avoce+ e Schedule "A" — "Basic" ServicePlus++ level of Service selected: Basic Monthly Service Fee: $5200 Included Service Hours:40 Additional Hourly Service Rate: $130.00/Hour(Additional hours over monthly service fee require client authorization) 1 ServicePlus++Tm Basic Service Avocette's ServicePlus++ Basic service provides defined on-going support services aimed at maintaining a stable Accela environment. ServicePlus++ Basic Service Desk hours: 8:30—17:00 PST Monday to Friday exclusive of Statutory Holidays 1.1 Service Levels The following service levels are included with ServicePlus++ Basic service in order to achieve the level of support required for CLIENT's Accela environment. Service levels are divided into five priority levels and are monitored and measured against the service level commitment as shown below. Avocette uses the following definitions to measure service levels: • Acknowledge Request is an email from an Avocette representative that confirms that the request has been received and a ticket number has been assigned in our service request management system (defined in section 2.1); • Incident Resolution Time is the time from when the incident is reported to the time a work around or temporary solution has been implemented to address the specific incident; • Incident Closure is the time from when the incident was reported to the time to hand over for production deployment with a permanent correction for the incident. If the incident closure requires an Accela fix, the Incident Closure times will not apply and will require direct participation of Accela which Avocette will assist with. 1 Avoce-t' e Service Plus++Support Services Agreement Service Plus++T" AS AND WHEN service levels c ;_ E Priority Definition 0 t• 0 0 0 c V �e a� Q � Priority 1 Service Disruption for major < 1 Hour < 4 Hours < 3 Business applications/systems and/or has major Phone call Phone call to days impact on business operations and/or Acknowledgement is Accela impacts external customers required Customer Guideline—has significant business impact. Support Exclusive of CLIENT network or system Center every 60 minutes issues not covered. with updates Exclusive of external disaster or disruption. I (if required) Priority 2 Partial service disruption for major < 2 Hour <4 Hours < 5 Business application/system and/or service days disruption for minor system and/or has moderate impact on business operations Guideline—affects business operation for at least one department. Priority 3 Minor service disruption impacting 1-2 users < 1 Business day <30 significantly and/or has minimal impact on <3 Business business operations. Does not affect service days Business days delivery to external clients. Service Request may be raised for incident remediation and resolution (refer section 2.1 for Service Request process). Priority 4 Minor Service disruption with insignificant < 1 Business day < 15 <90 or no impact on business operations Business days Business days Workaround available Guideline—Affects< 5people Service Request may be raised for incident remediation and resolution (refer section 2.1 for Service Request process). 2 ServicePlus++Support Services Agreement Avoce-{._ e I � E E ~ v Priority Definition v 3 v V) 3 � o o G V c ,n Y y U � Q I Priority 5 Causes no service disruption with no impact < 5 Business days < 33 < 120 on business operations and does impact service deliver to clients.Additional work Business days Business days needed to perform some functions. Service Request may be raised for incident remediation and resolution (refer section 2.1 for Service Request process). The above service levels are maintained providing there are hours remaining in the monthly budget. If no hours remain in the budget service levels will only be maintained with Client authorization and are dependant on Avocette resource availability. The following are required in order for Avocette to meet the above service levels: CLIENT will provide all required subscription, software and/or hardware licenses required to support the application. The support team will not be on-site at CLIENT's location and Avocette's support team will be able to access the CLIENT network remotely. 1.2 Service Level Reporting Service level reporting is a key means of communication between CLIENT and Avocette. It is a forum to discuss the performance with respect to service levels,the accomplishments and challenges, and to have open honest dialog about the service delivery and relationship. It also allows potential risks to be discussed and addressed proactively. Service level reporting is provided through the Avocette service manager and as agreed to by the CLIENT. Service level meetings are recommended to review the report and to have dialog around the service delivery and support relationship. 1 .2.1 Service Level Meetings The following service level meetings will be conducted: • Weekly Prioritization meeting to review and rank incidents in priority. • Monthly Planning meeting to assess service request planning, status, priority and actions. 3 Avoced_ e Service Plus++Support Services Agreement • Annual Service Delivery review meeting to review the previous year and determine what adjustments are required for the next year. Attendees will include at least: • Avocette Service Delivery Manager • CLIENT Contract Manager Note: Actual time spent conducting and documenting service level meetings will be charged at the contract rate. Note:Avocette Weekly, Monthly, Quarterly and Annual meetings will occur via conference call unless otherwise requested. 1.2.2 Service Level Report The service level report is prepared weekly and monthly and will include the following information: An itemized list of all active requests/incidents annotated by Avocette ticket number in the current month and previous month. Hourly usage for each ticket in the current month, the previous month and overall. The status of each ticket as of the end of the period as well as any information that will assist both CLIENT and VENDOR in resolving the ticket. 2 Service Delivery Service delivery is oriented around two specific processes: 1) Incident Management a. The handling of Break Fix situations. In CLIENT terminology this is the `support' type of requests that involve software fixes. b. In the event of a Priority 1 or 2 incident,Avocette resources will be required to attend the Incident Report Meeting that will be scheduled by CLIENT within 48 hours of the incident. 2) Service Request Management a. The handling of any request that is not expected to result in a software fix.This includes Maintenance, Enhancement and Operational (non-software related) requests. See section 5 for a list of optional services available. The following sections will outline all the elements involved in Service Delivery and also walk through the expected workflow for both Incident Management and Request Management. 4 ServicePIU ...S++Support Services Agreement \/oce i 1 e 2.1 Service Request Management Avocette uses a Service Management system to record and track all incidents and service requests under this contract. Once submitted,service request management application is used to support incidents and requests, assign tasks to internal team members and track time spent on specific requests. The features offered are: • Application Change Management by logging and tracking requests, bugs, and enhancements by application and client • Automatic email notifications within Avocette Systems for: new incidents; closed incidents; Escalations; Priority changes; Remediation, Resolution or Recovery; and Task Assignments • Cross-referencing of incident reports • Time recording for activities and reporting on effort • Root Cause capture • Control of user access to ensure security and privacy The service request management application is configured for each client and can be modified to accommodate business related requirements for reporting. CLIENT will be defined along with the details necessary to provide the reporting and incident management required to meet CLIENT Service Level reporting needs. 2.2 Incident Management The incident management process occurs when CLIENT has a request to fix a production problem with your Accela environment. The goal of incident management is to: • Maintain service level objectives; and • Return to the normal service level as soon as possible with the smallest impact on the business and user. The process is triggered when the authorized CLIENT individual or group makes the request through: • Entry into the Cherwell Service Request Management System • E-mail to Avocette (for non-emergency items only) • Phone call to Avocette (for emergency and high priority issues, phone is mandatory) 2.2.1 Incident Management Process The following describes how Avocette will respond to an incident request.This process can be reviewed and adjusted if necessary to meet CLIENT's specific needs. As noted previously,some incident may require an Accela fix and in those cases Avocette will support the reporting and communication with Accela. 5 Avoce+ -e ServicePlus++Support Services Agreement PFwre/Email Email/Prone A,kmWedgement 1.2 Yes-► _ �-• Request Yes N. N Figure 1:Procedure for Incident Management. Task# Task Actor(s) 1.1 The CLIENT point-of-contact or Customer Service Center contacts the Avocette Service CLIENT Desk via toll-free telephone number or email address. application point- of-contact 1.2 All contacts are acknowledged upon receipt.Acknowledgement can be through email or Avocette Service by phone. In the event an incident is submitted which in the judgement of the service Desk desk should be a level 1 or 2 incident the service desk will acknowledge by phone and recommend an upgrade of the incident priority. 1.3 Avocette Service Desk creates a ticket for the request, assigning the request to Avocette Service Avocette's primary support person and Service Delivery Manager. Desk Automatic email notifications are generated and sent to the Avocette Service Manager. 1.4 If the request is a priority 1 or 2, the Avocette Service Desk speaks to the support Avocette resource and Service Delivery Manager directly to ensure the request is received in a Support Team timely manner(i.e., warm handover). CLIENT and Avocette's managers are informed of priority 1 and priority 2 requests. The Service Delivery Manager liaises with the primary resource to coordinate a solution, and may approach service manager to assign additional support team resources to recover and resolve the issue. 1.5 The support team works to recover the issue within the service levels. This may involve Avocette working directly with CLIENT staff to provide access to data,database logs, Support Team performance data, etc., in order to resolve the incident. The support team promotes the fix to the CLIENT environment and completes the necessary requests to migrate to production. 1.6a If resolution of the issue provides recovery of the application,the Service Delivery CLIENT point-of- Manager will seek approval from CLIENT to close the request. contact 6 Service Plus++Support Services Agreement Avoce+ e Task 1.7 If resolution of the issue does not also provide recovery of the application, the support Avocette team will work to complete the long-term solution to the issue. Application Support Team 1.6b Avocette obtains approval from the CLIENT point-of-contact to close the request. The CLIENT point-of- incident is only considered closed once it is successfully deployed to production and contact verified as being resolved by the CLIENT point-of-contact. 2.3 Request Management Avocette's request management services support the management of service requests.This includes requests for maintenance, enhancements or other operational (non-software) requests.The goal of Request Management is to keep track of all requests, allow prioritization of the requests,track time spent, and report on the status of each request. Service request may be raised to address all Priority 3,4 and 5 incident remediation and resolutions. 2.3.1 Request Management Process The following describes how Avocette will respond to a service request. YES Figure 2:Procedure for Maintenance,Enhancement and Operational Requests Task# Task Actor(s) 1.1 The CLIENT point-of-contact creates the initial service request by documenting CLIENT the specific request and sending this to the Avocette's Service Desk by sending application an email. A template is used to document the Service Request. point-of- This will be logged if not already initiated as a service request and assigned to contact the service delivery manager to assess. 1.2 The Service Delivery Manager will coordinate the team to assess the Service Avocette Request, complete the request with impacts and estimates, and return the Support Team 7 Avoce+-, e Service Plus++Support Services Agreement Task Actor(s) service request to CLIENT for approval.The development of the service request may involve collaboration between CLIENT and Avocette to ensure the requirements are understood and impacts accurately accounted for. CLIENT will review and approve the Service Request. CLIENT 1.3 The service delivery manager will then schedule the work to be completed Avocette based on the agreed timeline expectations in the service request. Support Team 1.4 The service request is executed and the deliverables provided to CLIENT. Avocette Support Team 1.5 CLIENT will review the deliverables and complete any necessary user CLIENT acceptance testing before giving the approval to proceed to production or accept the deliverable. Service Requests must be approved and signed by the CLIENT Contract Manager and Avocette's Client Manager before any work proceeds. 2.4 Approach to Maintain Service Levels Avocette will assign qualified and cross trained resources to the support of the Supported Application Components. The support team will include a primary and backup resource fully trained in the application as well as the support procedures necessary to adhere to CLIENT standards. The Service Delivery Manager will ensure that the backup resource is ready in the event that the primary resource is unavailable for any reason. The primary goal is to ensure that service levels are maintained regardless of the individual schedules of the support team. In addition, the Avocette Service Desk is provided with primary and backup resource contact information and will be kept informed when the primary resource is unavailable. Cross training of the backup resources will be provided as part of initial transition to support and will occur annually thereafter as a refresher. Avocette will maintain a repository for information, materials and details pertaining to support of the Supported Application Components (Knowledge Management). This will also include details on the specific CLIENT policies and procedures that will apply to this support service. The Service Delivery Manager will ensure that there is adequate coverage during any absences or traditional vacation periods(Christmas Holidays) and will also communicate any upcoming absences to CLIENT during the service level report meetings. In the event of a disaster in the Avocette Offices, CLIENT will be notified immediately, provided direct contact phone numbers for the support team, and support resources will work from home. 8 ServicePlus++Support Services Agreement Avoce+ e 2.5 Facilities and Equipment Requirements CLIENT is not required to provide any permanent desk or office space. However,Avocette may require access to a drop in station at CLIENT from time to time during onsite visits.Avocette resources will require remote access into the CLIENT environment using a secure VPN or similar connection. 3 Support Team Avocette's support team is comprised of the following roles and provides on-going operation support for CLIENT's Accela environment as follows: -A. PW low Role Role Description CLIENT Contract Manager/Point of Contact The CLIENT will assign a CLIENT Contract Manager/Point of Contact to be the primary contact for the Avocette Service Delivery Manager. (Note that other roles may be assigned as required)The CLIENT Contract manager/Point of Contact will: 1. Facilitate communications between Avocette and the CLIENT to clarify incident/service request particulars (as needed) 2. Facilitate communications between Avocette and other CLIENT departments or technical areas in order to diagnose and resolve the request 3. Arrange for User Acceptance Testing as required 4. Provide priorities and guidance to the Avocette support team for outstanding issues 5. Complete resolution details in the support tracking system and closing the ticket 6. Attend monthly service level meetings 7. The following additional responsibilities are primarily related to Service Request Management: S. Facilitate Authorization of work to proceed. 9. Manage communication with other application stakeholders on implementation or significant changes 10. Facilitate approval of requirements and functional specifications Avocette Service Desk Support Analyst Avocette's Service Desk is staffed with Service Desk Support Analysts who are responsible for receiving and acting upon incidents reported by ServicePlus++clients. The Avocette Service Desk Support Analyst: 1. Responds to incidents from ServicePlus++clients submitted by email or phone. 2. Provides basic user support as required such as password resets and other user support issues. 3. Based on the priority of the incident takes appropriate action to respond to the incident by performing a warm handoff. 9 Avoce I- e ServicePlus++Support Services Agreement 4. Provides regular updates for high priority incidents. Avocette Account Manager An Avocette Account Manager is assigned to each ServicePlus++client and will be the person responsible for ensuring Avocette meets its commitments under this contract. The Client Account Manager is also responsible for approving service requests on behalf of Avocette. The Avocette Account Manager will: 1. Be responsible for Avocette's commitments under the contract. 2. Be available when necessary to meet with the client to address issues and concerns. 3. Approve Service Requests in a timely manner. Service Delivery Manager A Service Delivery Manager is assigned to each ServicePlus++ client and will be the primary contact for managing incident resolution and service requests.Avocette always assigns a backup Service Delivery Manager, typically the Subject Matter Expert,to each account so that service disruptions are avoided in the case of the primary service delivery manager not being available. The Service Delivery Manager will: 1. Be responsible for ensuring service levels are met for all reporting incidents and communicating status of incident resolution processes to stakeholders 2. Manage the delivery team and ensures support coverage is in place to meet or exceed all service levels 3. Ensure proper communication to CLIENT regarding release scope and expected delivery schedule and status during the implementation process 4. Provide estimates for Service Requests and work with the CLIENT Contract Manager to set priorities 5. Work with the CLIENT Contract Manager to develop release plans for Service Requests 6. Ensure all required authorizations have been provided prior to initiating work or conducting migrations 7. Be responsible for adjusting the release processes if necessary in order to improve quality, reliability, timeliness or overall customer satisfaction with the releases and documenting the revised processes 8. Ensure decisions, priorities and action items are properly documented and communicated to the team members 10 ServicePlus++Support Services Agreement Avocet- -e 9. Work with the CLIENT Contract Manager and the Avocette Support Team to prioritize incident resolution and closure 10. Conduct regular team meetings involving release scope, scheduling and status 11. Reports regularly to the Avocette Account Manager Subject Matter Experts/ Business Analyst A primary and secondary Subject Matter Expert is assigned to each ServicePlus++client and is responsible for providing analysis of and recommendations for resolving incidents and providing analysis and design for service requests. The Subject Matter Expert will: 1. Be responsible for understanding the business needs in relation to the application 2. Gather requirements for enhancements or service requests 3. Document both "as is" and "to be" to enable technical team members to effectively configure the application 4. Liaise with CLIENT staff to understand and document reporting requirements 5. Work with CLIENT to understand business problems in relation to the application 6. Works with the Avocette Service Delivery Manager to effectively timetable and deliver business analysis tasks as part of releases or service requests Database Administrator Avocette's core team also includes a Database Administrator. The Database Administrator is not assigned to the team but is available as and when needed. Assigned resources may hold one or more roles described above. 4 Additional Services The following table provides a list of some of the services that are available. Estimated Option Service PeriodService Level Hoursper Rates Service Description Frequency Target 6 Month On-call On call evening,weekend and As and N/A N/A $100.00 per 8 support holiday support can be when Hours of on call arranged if required with 1 day required support notice. 11 Avoce-{- e ServicePlus++Support Services Agreement After Hours In the event where CLIENT As and N/A N/A $145.00/Hour Callout has made advance when arrangements for standby required service and a service request is received outside of normal business hours that requires immediate response (i.e. cannot wait until the next business day)Avocette will invoice for a minimum of four(4) hours or the actual hours worked,whichever is greater Rollout Accela Implementation of annual Once per Accela 80 Included within major release major release in CLIENT's year(if application Service Request environments available) environment Hours if • Includes testing of current version level available, configurations and maintained at additional functionality 1 version hours are behind latest charged at • Does not include available. $125.00/Hour implementation of new functionality) Rollout Accela Implementation of feature Once each 6 Accela 15 Included within feature pack packs in CLIENT's environments Month application Service Request • Includes testing of current Period environment Hours if configurations and feature pack available, functionality version level additional maintained at hours are • Does not include least 2 behind charged at implementation of new latest $125.00/Hour functionality) available. Rollout Accela Implementation of Accela As required Critical 20 Included within Hotfixes patches in CLIENT's by Accela hotfixes Service Request environments patch (required by Hours if • Includes testing of current releases CLIENT's available, configurations and current additional functionality Accela hours are version) charged at • Does not include $125.00/Hour implementation of new functionality) Enhancements Service Request Hours draw Recommend N/A As Included within down budget for enhancements that CLIENT required Service Request to the Accela configuration allocate 30 Hours if hours per available, month additional hours are 12 ServicePlus++Support Services Agreement Avoce+ e charged at $125.00/Hour 1 a d i 1 1 i 13 Avoce I- e ServicePlus++Support Services Agreement Appendix A: Definitions The following definitions are used throughout this proposal: "Acknowledge Request" means an email from an Avocette representative that confirms that a request has been received. "Additional Support Services" means any additional work requested by CLIENT beyond the Base Support Services. "Additional Support Services Fees" means the monthly fee paid to the VENDOR for the delivery of Additional Support Services. "Approved Service Request" means a Service Request or a VENDOR Service Proposal for which the proposal and budget estimate provided by VENDOR has been approved by CLIENT and VENDOR has been instructed to proceed with delivery of the subject matter. "Base Support Services Fee" means the monthly fee paid to the VENDOR for the delivery of Base Support Services. "CLIENT Point of Contact" means the person in CLIENT responsible for managing the contract and approving all expenditures. This person is also the CLIENT reference of all administrative matters associated with this contract. "Contract Manager" means the Avocette Manager responsible for the delivery of Managed Services across multiple clients.The Service Delivery Manager reports to the Contract Manager. The Contract Manager is present at Monthly, Quarterly and Annual Service Level Review meetings with CLIENT. "Customer Support Center(CSC)" means CLIENT's first level helpdesk service if used. The Customer Support Center is responsible for declaring the initial priority of an Incident. "Incident" means an event that degrades or disrupts the normal operation of the application that is reported to the Service Desk and given a unique tracking number. "Incident Resolution Time" means the time to complete the permanent corrective solution (resolve the root cause). "On-call Hours" means those hours beyond the Standard Business Day. On-call services are available on request by CLIENT with one day's notice. "Preapproved Expenses" means those expenses incurred by the VENDOR in the execution of this contract including travel and living expenses as preapproved by the CLIENT. "Priority" means the degree of impact that an incident has on CLIENT business areas and clients.The priorities are graded from 1 through 5 and agreed response and resolution times are based on these priorities in the form of a Service Level Agreement. The Priority definitions can be found in Section 2 Service Levels. "Services" means Base Support Services and Additional Support Services. A-1 ServicePlus++Support Services Agreement {\\"/oc e P "Service Desk" means the service desk operated by the VENDOR providing a single point of contact and 2"d level support for all Services Incidents, and 111 level support for all Service Requests and Approved Service Requests for In-Scope Servers and In-Scope Applications. "Service Delivery Manager" means the Avocette resource responsible for ensuring CLIENT service levels are met and that CLIENT remains satisfied with the service being provided. The Service Delivery Manager manages the support team, ensures adequate coverage is in place, provides communication to CLIENT during incident recovery periods, and prepares the Service Level Reports. The Service Delivery Manager is present at Monthly, Quarterly and Annual Service Level review meetings at CLIENT. "Service Levels" means the operational performance required of, and guaranteed by, the VENDOR in the delivery of the Services, as set out in Section 2. "Service Management Reporting" means the design,generation and delivery by the VENDOR of reports and reporting sufficient to meet CLIENT's operational management requirements for the Services. "Service Request" means a formal request issued by CLIENT for maintenance (upgrades, preventative maintenance) and enhancements. Service Requests are developed by CLIENT and typically include the description of the requested service, scope,expected deliverables and timeline expectations. Avocette will provide estimates for Service Requests within 5 business days. All service requests are sent to the Avocette Service Desk and given a unique tracking number. "Standard Business Day"will be 7:00 a.m.to 5:00 p.m. Monday to Friday, not including Statutory Holidays. "Statutory Holidays"—In the United States means New Year's day, Martin Luther King day, Presidents Day, Memorial day, Independence day, Columbus Day,Veteran's day,Thanksgiving day, Christmas day, Christmas day holiday and in Canada means New Year's Day, Family Day (including Islander day, Louis Riel day,Viola Desmond day), Good Friday, Easter Monday, Victoria Day, Canada Day, Civic holiday (including AB, BC, SK, ON, NB, NU), Labour Day,Thanksgiving Day, Remembrance Day, Christmas Day, and Boxing Day. "Support Team" means the Avocette resources that are involved in the day to day support of the Supported Application Components. "Ticket" is a generic term for a unique tracking number that is generated by the Customer Service Centre or Avocette's service request management application. A-2 EXHIBIT D Insurance Requirements Design Professionals & Consultants Contracts Consultant shall procure prior to commencement of Services and maintain for the duration of the contract, at its own cost and expense, the following insurance policies and coverage with companies doing business in California and acceptable to City. INSURANCE POLICIES AND MM MUMS REQUIRED 1. Commercial General Liability (CGL) for bodily injury, property damage, personal injury liability for premises operations, products and completed operations, contractual liability, and personal and advertising injury with limits no less than $2,000,000 per occurrence (ISO Form CG 00 0.1). If a general aggregate limit applies, either the general aggregate limit shall apply separately to this project/location(ISO Form CG 25 03 or 25 04) or it shall be twice the required occurrence limit. 1 a. It shall be a requirement that any available insurance proceeds broader than or in excess of the 9 specified minimum insurance coverage requirements and/or limits shall be made available to the Additional Insured and shall be(i)the minimum coverage/limits specified in this agreement; or(ii)the broader coverage and maximum limits of coverage of any insurance policy,whichever is greater. b. Additional Insured coverage under Consultant's policy shall be "primary and non-contributory," will not seek contribution from City's insurance/self-insurance, and shall be at least as broad as ISO Form CG 20 01 (04/13). c. The limits of insurance required may be satisfied by a combination of primary and umbrella or excess insurance,provided each policy complies with the requirements set forth in this Contract. Any j umbrella or excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and non-contributory basis for the benefit of City before the City's own insurance or self-insurance shall be called upon to protect City as a named insured. 2. Automobile Liability: ISO CA 00 01 covering any auto (including owned, hired, and non-owned autos)with limits no less than$1,000,000 per accident for bodily injury and property damage. 3. Workers'Compensation: As required by the State of California,with Statutory Limits and Employer's Liability Insurance of no less than$1,000,000 per occurrence for bodily injury or disease. O Not required. Consultant has provided written verification of no employees. 4. Professional Liability for professional acts, errors and omissions, as appropriate to Consultant's profession, with limits no less than $2,000,000 per occurrence or$2,000,000 aggregate. If written on a claims made form: a. The Retroactive Date must be shown and must be before the Effective Date of the Contract. b. Insurance must be maintained for at least five(5)years after completion of the Services. c. If coverage is canceled or non-renewed,and not replaced with another claims-made policy form with a Retroactive Date prior to the Contract Effective Date,the Consultant must purchase"extended reporting" coverage for a minimum of five(5)years after completion of the Services. OTHER INSURANCE PROVISIONS The aforementioned insurance shall be endorsed and have all the following conditions and provisions: Exh.D-Insurance Requirements for Design Professionals&Consultants Contracts Form Updated Feb. 2018 1 Additional Insured Status The City of Cupertino,its City Council, officers, officials, employees, agents, servants and volunteers ("Additional Insureds") are to be covered as additional insureds on Consultant's CGL policy. General Liability coverage can be provided in the form of an endorsement to Consultant's insurance(at least as broad as ISO Form CG 20 10(11/85)or both CG 20 10 and CG 20 37 forms, if later editions are used). Primary Coverage Coverage afforded to City/Additional Insureds shall be primary insurance. Any insurance or self-insurance maintained by City, its officers, officials, employees, or volunteers shall be excess of Consultant's insurance and shall not contribute to it. Notice of Cancellation Each insurance policy shall state that coverage shall not be canceled or allowed to expire, except with written notice to City 30 days in advance or 10 days in advance if due to non-payment ofpremiums. Waiver of Subrogation Consultant waives any right to subrogation against City/Additional Insureds for recovery of damages to the extent said losses are covered by the insurance policies required herein. Specifically, the Workers' Compensation policy shall be endorsed with a waiver of subrogation in favor of City for all work performed by Consultant, its employees, agents and subconsultants. This provision applies regardless of whether or not the City has received a waiver of subrogation endorsement from the insurer. Deductibles and Self-Insured Retentions Any deductible or self-insured retention must be declared to and approved by the City. At City's option, either: the insurer must reduce or eliminate the deductible or self-insured retentions as respects the City/Additional Insureds; or Consultant must show proof of ability to pay losses and costs related investigations, claim administration and defense expenses. The policy shall provide, or be endorsed to provide,that the self-insured retention may be satisfied by either the insured or the City. Acceptability of Insurers Insurers must be licensed to do business in California with an A.M. Best Rating of A-VII, orbetter. Verification of Coverage Consultant must furnish acceptable insurance certificates and mandatory endorsements(or copies of the policies effecting the coverage required by this Contract), and a copy of the Declarations and Endorsement Page of the CGL policy listing all policy endorsements prior to commencement of the Contract. City retains the right to demand verification of compliance at any time duringthe Contract term. Subconsultants Consultant shall require and verify that all subconsultants maintain insurance that meet the requirements of this Contract, including naming the City as an additional insured on subconsultant's insurance policies. Higher Insurance Limits If Consultant maintains broader coverage and/or higher limits than the minimums shown above,City shall be entitled to coverage for the higher insurance limits maintained byConsultant. Adequacy of Coverage City reserves the right to modify these insurance requirements/coverage based on the nature of the risk,prior experience, insurer or other special circumstances,with not less than ninety(90)days prior written notice. Exh.D-Insurance Requirements for Design Professionals&Consultants Contracts Form Updated Feb. 2018 2 TE ACORD p, CERTIFICATE OF LIABILITY INSURANCE DA11/22/2019Y1 PRODUCER Serial# 119421 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION WILLIS CANADA INC.,A WILLIS TOWERS WATSON COMPANY ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR 2650.666 BURRARD STREET ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. VANCOUVER,BC V6C 2X8 INSURERS AFFORDING COVERAGE NAIC# INSURED INSURER A: CONTINENTAL CASUALTY COMPANY AVOCETTE TECHNOLOGIES INC. INSURER B: 2ND FLOOR-422 SIXTH STREET INSURER C: NEW WESTMINSTER, BC V3L 3B2 INSURER D: INSURER E: COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED.NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES,AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSft aDD'L - POLICY EFFECTIVE POLICY EXPIRATION LTR NSR TYPE OF INSURANCE POLICY NUMBER DATE MM/DO/YY DATE MMIDD/YY LIMITS GENERAL LIABILITY EACH OCCURRENCE $ 4,000,000 A t MERCIAL GENERAL LIABILITY MPR 2755219 09/30/19 09/30/20 DAMAGE TO RENTED PREMISES Ea occurence $ CLAIMS MADE �X OCCUR (INCLUDING CONTINGENT MED EXP (Anyone person) $ EMPLOYER'S LIABILITY) PERSONAL&ADV INJURY $ GENERAL AGGREGATE $ 4,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS-COMP/OP AGG $ 4,000,000 X I POLICY PRO NON-OWNED AUTOS JECT LOC AUTOMOBILE LIABILITY MPR 2755219 09/30/19 09/30/20 COMBINED SINGLE LIMIT $ 1,000,000 A ANY AUTO (Ea accident) ALL OWNED AUTOS HIRED AUTOS$75,000 BODILY INJURY $ SCHEDULED AUTOS (Per person) X HIRED AUTOS BODILY INJURY X NON-OWNED AUTOS (Per accident) $ PROPERTY DAMAGE $ (Per accident) GARAGE LIABILITY AUTO ONLY-EA ACCIDENT $ ANY AUTO OTHER THAN EA ACC $ AUTO ONLY: AGG $ EXCESS/UMBRELLA LIABILITY EACH OCCURRENCE $ OCCUR CLAIMS MADE AGGREGATE $ S DEDUCTIBLE $ RETENTION $ $ TATUTH- WORKER'S COMPENSATION AND WC SLIMIT ER EMPLOYERS'LIABILITY TORY LIMITS ER ANY PROPRIETOR/PARTNER/EXECUTIVE EL EACH ACCIDENT $ OFFICER/MEMBER EXCLUDED? If yes,describe under EL DISEASE-EA EMPLOYEE $ SPECIAL PROVISIONS below EL DISEASE-POLICY LIMIT $ OTHER A PROFESSIONAL LIABILITY PLP 2878253 09/30/19 09/30/20 $2,000,000 PER CLAIM $2,000,000 PER AGGREGATE DESCRIPTION OF OPERATION S/LOCATIONSIVEHICLES/EXCLUSIONS ADDED BY ENDORSEMENT/SPECIAL PROVISIONS THE CITY OF CUPERTINO,ITS CITY COUNCIL,OFFICERS,OFFICIALS,EMPLOYEES,AGENTS,SERVANTS AND VOLUNTEERS ARE ADDED AS ADDITIONAL INSUREDS, BUT ONLY WITH RESPECT TO COMMERCIAL GENERAL LIABILITY ARISING VICARIOUSLY OUT OF THE OPERATIONS OF THE NAMED INSURED AS PER ATTACHMENT(PAGE 2) CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF,THE ISSUING INSURER WILL ENDEAVOR TO MAIL 30 DAYS WRITTEN THE CITY OF CUPERTINO NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT,BUT FAILURE TO DO SO SHALL 10300 TORRE AVE. CUPERTINO CA 95014 IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER,ITS AGENTS OR REPRESENTATIVES. AUTHORIZED REPRESENTATIVE VALL5 LpW1W INL,AWLOS iOWEfi5 WAi50N fAMPANY U ACCOUNT MANAGER ACORD 25(2001/08) ©ACORD CORPORATION 1988 CNA PAGE 2OF2 i i i i i i I i i Blanket Additional insureds For the sole purpose of the Commercial General Liability Coverage Sections, this 'Blanket Additional Insureds' Section extends the definition of Insured to include any person or organization described in sub-clauses:'Controlling Interest'through'Trade Show Event Lessor'listed below,whom a Named Insured is required to add as an Additional Insured to the Commercial General Liability Coverage Sections under a written contract or written agreement, provided such contract or agreement: 1. is currently in effect or becomes effective during the Policy Period;and 2. was executed prior to: a. the Bodily Injury or Property Damage;or b. the offense that caused the Personal and Advertising Injury, for which such Additional Insured seeks coverage. However, subject always to the terms and conditions of this Policy, including the Limits of Insurance,the Insurer will not provide such Additional Insured with: i. the higher limit of insurance than required by such contract or agreement;or ii. coverage broader than required by such contract or agreement, and in no event broader than that described by the applicable sub-clauses:'Controlling Interest'through'Trade show Event Lessor listed below. Any coverage granted by this'Blanket Additional Insureds'Section shall apply only to the extent permissible by law. MPR 2755219 Issued on October 23,2019 Page 119 WillisTowers Watson ImITIo1 October 30, 2019 City of Cupertino 10300 Torre Avenue Cupertino, CA 95014 To Whom It May Concern: Subject: Avocette Technologies Inc. Willis Towers Watson is the insurance broker for Avocette Technologies Inc. (Avocette). This letter is to confirm that Avocette has Contingent Employers Liability insurance under their Commercial General Liability as evidenced on the attached certificate. In British Columbia, Canada, Primary Worker's Compensation insurance, including Employers Liability, is provided by the Provincial WorkSafe BC Program. The Contingent Employers Liability coverage will provide coverage for any employee who is ineligible for the WorkSafe BC coverage. Avocette does not have any US employees and, as such, is not required to purchase US Worker's Compensation insurance. We can also confirm that the Endorsement adding the City of Cupertino as Additional Insured under Avocette's Commercial General Liability policy is in the process of being issued by their insurance carrier and will be forwarded upon receipt. In the meantime, we have supplied evidence from the policy of the Blanket Additional Insured Clause that confirms coverage is already afforded to the City. Should you have any questions please do not hesitate to contact the undersigned. Sincerely, Paula Hardie, BA, CIP, CAIB Account Manager Paula Hardie,BA,CIP,CAIB Account Manager 2650—666 Burrard St. Vancouver,BC V6C 2X8 Canada D +604.605.3654 E Paula.hardie(aa),,willistowerswatson.com W willistowerswatson.com Page 1 of 1 ACORED CERTIFICATE OF LIABILITY INSURANCE DA1TE 0/23/2O1(9Y) PRODUCER Serial# 119421 THIS CERTIFICATE IS. ISSUED AS A MATTER OF INFORMATION. WILLIS CANADA INC.,A WILLIS TOWERS WATSON COMPANY ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR 2650-666 BURRARD STREET ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. VANCOUVER,BC V6C 2X8 INSURERS AFFORDING COVERAGE NAIC# INSURED INSURERA: CONTINENTAL CASUALTY COMPANY AVOCETTE TECHNOLOGIES INC. INSURER B: 2ND FLOOR-422 SIXTH STREET INSURER C: NEW WESTMINSTER,BC V3L3B2 INSURERD: INSURER E: COVERAGES PAGE 1 OF 2 THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED.NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITjONS-O SUCH\ POLICIES,AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INS R Aoo�L 7ypE OF INSURANCE POLICY NUMBER POLICY EFFECTIVE POLICY EXPIRATION LTR NSR DATE MMIDD/YY /Y DATE MWDDY LIMITS GENERAL LIABILITY EACH OCCURRENCE S 2,000,000 A X COMMERCIAL GENERAL LIABILITY MPR 2755219 09/30/19 09/30/20 DAEA sEs Ea N cu ence S CLAIMS MADE X occuR (INCLUDING CONTINGENT MED EXP(Any one person) $ \ _—- EMPLOYER'S LIABILITY) PERSONAL&ADV\INJURY $ 2,000,000 \� GENERALAGGREGA�E, $ 2,000,000 j GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS-COMP/OP AGG S 2,000,.000 X POLICY JECT F1 LOC AUTOMOBILE LIABILITY -_ --- - - ( MPR 2755219 09/30I19 09/30l20 COMBINED SINGLE LIMIT $ 1,000,000 -A ANY-AUTO—- (Ea accident) ALL OWNED AUTOS HIRED AUTOS$75,000 BODILY INJURY $ SCHEDULED AUTOS (Per person) X HIRED AUTOS BODILY INJURY X NON-OWNED AUTOS (Per accident) $ PROPERTY DAMAGE (Per accident) $ GARAGE LIABILITY AUTO ONLY-EA ACCIDENT S ANY AUTO OTHER THAN EA ACC S AUTO ONLY: AGG S EXCESSIUMBRELLA LIABILITY EACH OCCURRENCE S OCCUR CLAIMS MADE AGGREGATE S S DEDUCTIBLE $ RETENTION $ ENV OTH- WORKER'S COMPENSATION AND TOR_LIMITS ER EMPLOYERS'LIABILITY ANY PROPRIETOR/PARTNERlEXECUTIVE EL EACH ACCIDENT S OFFICER/MEMBER EXCLUDED? EL DISEASE-EA EMPLOYEE $ If yes,describe under SPECIAL PROVISIONS below EL DISEASE-POLICY LIMIT S OTHER A PROFESSIONAL LIABILITY PLP 2878253 09/30/19 09/3612o $2,000,000 PER CLAIM 1$2,000,000 PER AGGREGATE DESCRIPTION OF OPERATIONS/LOCATIONSIVEHICLESIEXCLUSIONS ADDED BY ENDORSEMENTISPECIAL PROVISIONS THE CITY OF CUPERTINO,ITS CITY COUNCIL,OFFICERS,OFFICIALS,EMPLOYEES,AGENTS,,SERVANTS AND VOLUNTEERS AREXIDDED AS ADDITIONAL INSUREDS, BUT ONLY WITH RESPECT TO COMMERCIAL GENERAL LIABILITY ARISING VICARIOUSLY OUT OF THE OPERATIONS OF THE NAMED INSURED AS PERATTACHMENT(PAGE 2) CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF,THE ISSUING INSURER WILL ENDEAVOR TO MAIL 30 DAYS WRITTEN THE CITY OF CUPERTINO 10300 TORRE AVE. NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE EFT,BUT FAILURETO DO SO SHALL AVE. CUPERTINO CA 95014 IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER,ITS AGENTS OR REPRESENTATIVES. AUTHORIZED REPRESENTATIVEu GINYA NG,A M11SiPNe19 NAT5pNmlPAHI ACCOUNT MANAGER ACORD 25(2001108) ©ACORD CORPORATION 1988