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21-072 Avocette Technologies, Inc., Accela Consulting ServicesAccela Consulting Services Page 1 of 9 Professional/Consulting Contracts /Version: June 2021 PROFESSIONAL/CONSULTING SERVICES AGREEMENT 1. PARTIES This Agreement is made by and between the City of Cupertino, a municipal corporation (“City”), and Avocette Technologies, Inc. (“Contractor”), a Corporation for Accela Consulting Services, and is effective on July 1, 2021 (“Effective Date”). 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. Contractor further agrees to carry out its work in compliance with the City’s Shelter In Place and Social Distancing Requirements, attached here and incorporated as Exhibit A-A. 3. TIME OF PERFORMANCE 3.1 This Agreement begins on the Effective Date and ends on June 30, 2022 (“Contract Time”), unless terminated earlier as provided herein. Contractor’s Services shall begin on the effective date and shall be completed by June 30, 2022. The City’s appropriate department head or the City Manager may extend the Contract Time through a written amendment to this Agreement, provided such extension does not include additional contract funds. Extensions requiring additional contract funds are subject to the City’s purchasing policy. 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 $87,000.00 (“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 Accela Consulting Services Page 2 of 9 Professional/Consulting Contracts /Version: June 2021 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. 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. 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, if required by the Cupertino Municipal Code. 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 Benefits and Taxes. Contractor is solely responsible for the payment of employment taxes incurred under this Agreement and any similar federal or state taxes. Contractor and any of its employees, agents, and subcontractors shall not have any claim under this Agreement or otherwise against City for seniority, vacation time, vacation pay, sick leave, personal time off, overtime, health insurance, medical care, hospital care, insurance benefits, social security, disability, unemployment, workers compensation or employee benefits of any kind. Contractor shall be solely liable for and obligated to pay directly all applicable taxes, fees, contributions, or charges applicable to Contractor’s business including, but not limited to, federal and state income taxes. City shall have no obligation whatsoever to pay or withhold any taxes or benefits on behalf of Contractor. Should any court, arbitrator, or administrative authority, including but not limited to the California Public Employees Retirement System (PERS), the Internal Revenue Service or the State Employment Development Division, determine that Contractor, or any of its employees, agents, or subcontractors, is an employee for any purpose, then Contractor agrees to a reduction in amounts payable under this Agreement, or to promptly remint to City any payments due by the City as a result of such determination, so that the City’s total expenses under this Agreement are not greater than they would have been had the determination not been made. 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. Accela Consulting Services Page 3 of 9 Professional/Consulting Contracts /Version: June 2021 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. 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 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 upon completion of the work to be performed hereunder or upon termination of this Agreement, to the extent requested by City. In any case, no Work Product shall be shown to any third-party without prior written approval of City. 7.2 Copyright. To the extent permitted by Title 17 of the 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. 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: (a) The original Services for which Contractor was hired; (b) Completion of the original Services by others; (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. 8. RECORDS 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 separa te from other records and must be maintained for four (4) years from the date of City’s final payment. 9. ASSIGNMENT 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 Accela Consulting Services Page 4 of 9 Professional/Consulting Contracts /Version: June 2021 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 harmless City, its City Council, boards and commissions, officers, officials, employees, agents, servants, volunteers, and consultants (“Indemnitees”), through legal counsel acceptable to Cit y, 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. 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. 11.5. Contractor agrees to obtain executed indemnity agreements with provisions identical to Accela Consulting Services Page 5 of 9 Professional/Consulting Contracts /Version: June 2021 those set forth here in this Section 11 from each and every subcontractor, or any other person or entity involved by, for, with, or on behalf of Contractor in the performance of this Agreement. Failure of City to monitor compliance with these requirements imposes no additional obligations on City and will in no way act as a waiver of any rights hereunder. 11.6. This Section 11 shall survive termination of the Agreement. 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. 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. 13.3 Discrimination Laws. Contractor shall not discriminate on the basis of race, religious 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. Contractor agrees to provide records and documentation to the City on request necessary to monitor compliance with this provision. 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 Title 2 of the California Code of Accela Consulting Services Page 6 of 9 Professional/Consulting Contracts /Version: June 2021 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 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. 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, S tate 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. Accela Consulting Services Page 7 of 9 Professional/Consulting Contracts /Version: June 2021 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. 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 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 any term, clause, or provision of the main Agreement and any term, clause, or provision of the attachments or exhibits thereto, the terms of the main Agreement shall prevail and be controlling. 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. Accela Consulting Services Page 8 of 9 Professional/Consulting Contracts /Version: June 2021 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 Office of the City Manager 10300 Torre Ave. Cupertino, CA 95014 Attention: Nidhi Mathur Email: nidhim@cupertino.org To Contractor: Avocette Technologies, Inc 422 Sixth Street-2nd Floor New Westminster BC V3L3B2 Attention: Cynthia Tomey Email: Cynthia.Tomey@avocette.com 27. 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. CITY OF CUPERTINO CONTRACTOR A Municipal Corporation By By Name Name Title Title Date Date Darrel Drab VP, Local Government Jul 7, 2021 Darrel Drab Jul 10, 2021 CTO Bill Mitchell Accela Consulting Services Page 9 of 9 Professional/Consulting Contracts /Version: June 2021 APPROVED AS TO FORM: HEATHER M. MINNER Cupertino City Attorney ATTEST: KIRSTEN SQUARCIA City Clerk Date Heather M. Minner Jul 12, 2021     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    2nd Floor – 422 Sixth Street, New Westminster, BC V3L 3B2  (604) 395‐6000  (604) 395‐6004  1‐866‐285‐8885  GST # 889977195‐RT0001  Head Office:  Phone:  Fax:  Toll Free:      City of Cupertino ServicePlus++ Operational Support Services Contract for Accela Automation   ServicePlus++ Support Services Agreement   i    Service + Vendor Services Agreement Between Avocette Technologies Inc. (the VENDOR) at the following address: 2nd Floor – 422 Sixth Street New Westminster, BC V3L 3B2 Phone: 604 395 6000 Phone Toll Free: 1 866 285 8885 City of Cupertino (the CLIENT) at the following address:   Cupertino City Hall  10300 Torre Avenue  Cupertino CA 95014‐3202  Phone: (408) 777-3377 CLIENT AND THE VENDOR AGREE TO THE TERMS OF THIS DOCUMENT AND IN THE SCHEDULE OUTLINE BELOW. SCHEDULE A – SERVICES: ServicePLUS++ AS AND WHEN - Provide support and consulting services in support of the Client’s Accela Automation system, As Per Attached Schedule A. Term: From: July 1, 2021 To and including: June 30, 2022 Budget: Not to exceed $62,000 SCHEDULE B – PROJECTS: Licensing Implementation Statement of Work. As Per Attached Schedule B. Term: From: July 1, 2021 To and including: June 30, 2022 Budget: Not to exceed $25,000 READ TERMS ON THE FOLLOWING PAGES     ServicePlus++ Support Services Agreement   1  Schedule “A” – “As and When” ServicePlus++ level of Service selected: AS AND WHEN  Hourly Service Requests rate: $130/Hour      1 ServicePlus++™ AS AND WHEN Service Avocette’s ServicePlus++ AS AND WHEN service provides defined on‐going support services aimed at  maintaining a stable Accela environment.   ServicePlus++ AS AND WHEN Service Desk hours: 9:00 – 17:00 PST Monday to Friday exclusive of  Statutory Holidays  1.1 Service Levels The following service levels are included with ServicePlus++ AS AND WHEN 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.       ServicePlus++ Support Services Agreement   2  ServicePlus++ ™ AS AND WHEN service levels  Priority Definition  Ac k n o w l e d g m e n t     Re s o l u t i o n     T i m e   Cl o s u r e   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      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        ServicePlus++ Support Services Agreement   3  Priority Definition  Ac k n o w l e d g m e n t     Re s o l u t i o n     T i m e   Cl o s u r e   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      Priority 3, 4 and 5 Service Levels 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 using an SSTP VPN connection to access the  necessary application environments.  1.2 Service Level Reporting (optional for As and When) 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 are optional under AS AND WHEN service but Avocette  recommends that they be conducted:   Weekly Prioritization meeting to review and rank incidents in priority.   Monthly Planning meeting to assess service request planning, status, priority and actions.   Annual Service Delivery review meeting to review the previous year and determine what  adjustments are required for the next year.    ServicePlus++ Support Services Agreement   4  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.  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.  1.3 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:    ServicePlus++ Support Services Agreement   5   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.  1.4 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)  1.4.1 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 CL I E N T Av o c e t t e 1.1  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 1.5 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.  1.5.1 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.  1.6 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  1.7 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.  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.      ServicePlus++ Support Services Agreement   A‐1  Schedule “B” – “Projects” Project Overview The City of Cupertino is expanding their current Accela Civic Platform Implementation to include  functionality which will track Licences as well as their applications and renewals.   Project Objectives The purpose of this project will be to allow the City of Cupertino facilitate the application of Business  Licences within the Accela Civic platform. The following are the major objectives:   A new Licensing module and associated records to streamline the licensing process.   The new system functionality will allow the City of Cupertino to process applications, maintain  licenses and renewals in Accela.  Methodology Overview The Licensing Module Implementation project will follow a waterfall approach and will be completed in  six stages. The data conversion stage will run concurrently to the Analysis and Documentation and Build  and QA stages.  Scope The following section describes the high‐level scope for each stage of the project to meet the business  objectives of City of Cupertino.  Stage Scope Project Initiation Detailed planning and development of SOW and Project Plan, including approvals. Analysis and Documentation Requirements analysis and documentation of system configuration design. Build and QA Configuration, based on approved requirements and design and QA testing including test cases and remediation of defects. Data Conversion Data conversion from New World Licensing system to Accela. UAT and Remediation UAT including test cases and remediation of defects GO-Live Implementation readiness and final go-live     ServicePlus++ Support Services Agreement   A‐2  Project Timeline Once Project Initiation is complete and the Project Charter is approved, the overall timeline to complete  the project deliverables is approximately 6 months.   Phase 1 will have an approximate timeline of 6 weeks.  Stage Approximate Dates Project Initiation Complete before SOW Sign Off Analysis and Documentation June 7 – June 18 Build and QA June 21 – July 9 Data Conversion June 14 – July 9 UAT and Remediation July 12 – July 23 GO-Live July 23 Project Estimate The Special Events project will be implemented as fixed price based on a blended rate of $130/hour. The  following estimation is based on assumptions and scope within this document, based on knowledge of  complexity and scope at the time of signing.  Both Avocette and City of Cupertino agree, there may be  unforeseen challenges that can affect this estimate, and that adjustments may need to be made.  Avocette will monitor progress against estimates for deliverables and will consult the City of Cupertino  to adjust if necessary. The City of Cupertino and Avocette agree that the if additional funds are required,  Avocette will prepare and present a Change Request for additional funds based on a revised estimate to  complete mutually agreed upon deliverables.  The City of Cupertino will not unreasonably withhold or  delay approval of such Change Requests.  Avocette will communicate as early as possible, and as soon as  it is known that a change request will be required.  Project Estimates Estimated Units Estimated Cost Project Initiation - - Analysis and Documentation 20 $2,600.00 Build and QA 44 $5,720.00 Data Conversion 40 $5,200.00 UAT and Remediation 20 $2,600.00 GO-Live 10 $1,300.00 Project Management and Meetings 16 $2,080.00 Total 150 $19,500.00     ServicePlus++ Support Services Agreement   A‐3  Deliverables The following section describes the specific deliverables that will be executed to meet the business  objectives and business requirements of the City of Cupertino. In support of the implementation effort  as described above, Avocette will provide the following detailed implementation services. For each  deliverable, a description is provided as well as criteria for acceptance of the deliverable.  Deliverable # Deliverable Name 1 Project Initiation 2 Analysis and Documentation 3 Build and QA 4 Data Conversion 5 UAT and Remediation 6 GO-Live   Project Management Avocette’s Project Manager will lead the project team to ensure all tasks are progressing according to  the schedule. The Project Manager is empowered to make decisions on behalf of Avocette to best suit  the needs of the City of Cupertino implementation and will work closely with the City of Cupertino  Project Manager providing oversight to ensure synchronized execution of this agreement. Through the  weekly status meetings, the Avocette Project Manager will coordinate with the City of Cupertino Project  Manager to review and report on the following activities:   Status Reporting  Resource Management  Executive Project Oversight (Avocette) Deliverable 1: Project Initiation The following key deliverable are completed and accepted in this stage:  Deliverable Name Description Project Initiation Kick off the project and develop statement of work   In terms of specific output, the following will be executed for this  deliverable:   Statement of Work  Project Plan – to be completed by Cupertino     ServicePlus++ Support Services Agreement   A‐4  Deliverable 2: Analysis and Documentation The following key deliverable are completed and accepted in this stage:  Deliverable Name Description Analysis and Documents Requirements analysis and documentation of system configuration design.   In terms of specific output, the following will be executed for this  deliverable:   Analysis data gathering activities including workshops and remote analysis sessions  Analysis Documents Acceptance Criteria:    Completion of Analysis Sessions  Delivery of Analysis documents resulting from analysis   Deliverable 3: Build and QA Avocette will develop the solution in accordance with requirements established and documented in  Deliverable 2: Analysis Sessions, Design and Documentation. Avocette will perform QA to ensure the  implemented system aligns with the requirements outlined in Deliverable 2: Analysis Sessions, Design  and Documentation.    Deliverable Name Description Build and QA Build the solution and QA test of the system   In terms of specific output, the following will be executed for this deliverable:   Completed Solution as detailed in the analysis documents  QA Testing Results Acceptance Criteria:   Demonstration of the solution  Approve the Solution is as detailed in the analysis documents  Review and acceptance of QA Testing Results (verification that the test results are within acceptable tolerances)   ServicePlus++ Support Services Agreement   A‐5  Deliverable 4: Data Conversion This deliverable is comprised of the development of data conversion scripts to import existing licensing  data from the New World system into Accela and the running of the scripts. The deliverable includes  two test runs. A final PRODUCTION run will be completed during Deliverable 6: Go Live.      Deliverable Name Description Data Conversion Data conversion from New World Licensing system to Accela.   In terms of specific output, the following will be executed for this deliverable:   Two test imports of data into SUPP environment  Necessary remediation to prepare the data for PRODUCTION   Acceptance Criteria:    Successful import of existing data into SUPP environment  Sign off that the data conversion is complete and ready for PRODUCTION   Deliverable 5: User Acceptance Testing and Remediation This deliverable is comprised of the assistance Avocette will provide to allow the City of Cupertino  resources to accept that the solution meets the requirements as documented. Avocette will assist the  City of Cupertino in the testing and validation of the solution and its readiness to be released for  Production.    Deliverable Name Description User Acceptance Testing and Remediation Provide UAT support for the City of Cupertino and remediate any issues found.   In terms of specific output, the following will be executed for this deliverable:   Resolution of issues resulting from User Acceptance Testing  Fully tested system that is ready to move to production        ServicePlus++ Support Services Agreement   A‐6  Acceptance Criteria:    Completion of UAT  Sign off that the solution is complete and ready for PRODUCTION   Deliverable 6: GO-Live and Support   Production Go‐Live date is defined as the official date in which the solution moves from the test  environment to  production for daily City of Cupertino usage.  This date will be agreed to by both  Avocette and the City of Cupertino at project inception.  In the  weeks prior to moving to Production,  Avocette will assist in final system validation, staff preparation  assistance and training, and coordination  of deployment.    Deliverable Name Description Go-Live and Support Provide pre deployment and go-live support to facilitate the implementation of the solution   In terms of specific output, the following will be executed for this deliverable:   Develop and deliver the Deployment Checklist  Transfer of configuration data from Non-Prod to Production Acceptance Criteria:    Execution of deployment from Non-Prod to Production  Production system is first used by the City of Cupertino for daily use     ServicePlus++ Support Services Agreement   A‐7  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‐8  “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.    Revised: April 30, 2020 – Services Agreements 1 Exhibit A-A – SHELTER IN PLACE AND SOCIAL DISTANCING REQUIREMENTS A. Health Laws Acknowledged. It is acknowledged that Consultant’s/Contractor’s (“Contractor”) duty to comply with Laws, as defined in Section 13 of the Contract/Agreement (“Contract”), includes immediate compliance by Contractor and its subcontractors with the restrictions on travel and the Social Distancing Requirements set forth in the most recent health order issued by the County of Santa Clara Health Department in response to the COVID-19 pandemic, and any subsequent amendments or superseding orders thereto (the “Health Order”), and any other local, state, or federal laws that have been or may be enacted in response to the COVID-19 pandemic (collectively, “Health Laws”). B. Health Order Compliance. Contractor shall comply with any restrictions on travel and social distancing requirements in the Health Order when preforming work under this Contract. If a scope of work item, notice to proceed, or work order under this Contract specifies work that cannot be performed in compliance with the Health Order or other Health Laws, Contractor shall refrain from conducting the work and immediately inform the City. C. Individuals at High Risk of Severe Illness. Nothing in this Contract shall be interpreted to require any person at high risk of severe illness from COVID-19 to leave their residence to perform work under the Contract. Contractor will inform the City if other arrangements for the work must be made, and City will do so, with no penalty to Contractor, although Contractor will not be compensated for work performed by the City or third parties. Information from the Center for Disease Control (“CDC”) on “high risk” categories is available at the CDC's website at: https://www.cdc.gov/coronavirus/2019-ncov/specific-groups/people-at-higher-risk.html. D. Health Order Requirements and Best Practices. Contractor will immediately undertake all appropriate measures to ensure compliance with the Social Distancing Requirements in the Health Order by all individuals performing work under this Contract, including Contractor's or any subcontractor's workers, employees, representatives, vendors, or suppliers (collectively, "workers"), and shall maintain these measures for as long as required by the Health Order or other Health Laws. As long as required by the operative Health Order or other Health Laws, these measures shall include, but are not limited to, the following: 1. Meetings/Site Access. Use electronic alternatives to in person meetings, e.g., conference calls, video-conferencing, etc., to the greatest extent possible. Limit access to any project site or any work area to workers who are necessary to perform in-person work. Require non-essential personnel to work from home to the extent possible. Avoid all non-essential travel. 2. Distancing. Where workers perform in-person work at a project site or a work area, prohibit workers from being less than six feet apart, unless and only to the extent that would compromise worker safety or violate safety Laws for specific operations. Prohibit handshaking or any physical contact among workers, with the sole and limited exception Revised: April 30, 2020 – Services Agreements 2 of any physical contact required for worker safety or to comply with safety Laws. Prohibit workers from sharing a vehicle. E. Changed Requirements. It is understood and acknowledged that circumstances pertaining to the COVID-19 pandemic are evolving rapidly and that new local, state, or federal requirements may modify the requirements under this Exhibit. Contractor agrees to work cooperatively with the City to implement new or changed requirements as quickly as possible. F. Subcontracts. Contractor shall include the terms of this Exhibit in all subcontracts and require any agents, subcontractors, or subconsultants to comply with its provisions. 1229192.7 Exh. D-Insurance Requirements for Design Professionals & Consultants Contracts 1 Form Updated Sept. 2019 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 MINIMUMS 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 01). 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. a.It shall be a requirement that any available insurance proceeds broader than or in excess of the 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 10 (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 umbrella or excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary 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.  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: EXHIBIT D Insurance Requirements Design Professionals & Consultants Contracts Exh. D-Insurance Requirements for Design Professionals & Consultants Contracts 2 Form Updated Sept. 2019 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 and automobile liability policies. 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 of premiums. 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, or better. 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 during the 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 by Consultant. 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. SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION _______DAYS WRITTENDATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR REPRESENTATIVES. PROFESSIONAL LIABILITY ACCOUNT MANAGER NON-OWNED AUTOS WILLIS CANADA INC., A WILLIS TOWERS WATSON COMPANY DATE (MM/DD/YY) POLICY EXPIRATION POLICY EFFECTIVE CANCELLATION INSRLTR © ACORD CORPORATION 1988 $ $ $ $ $ $ $$ $ $ $ $ $ $ $ $ $ $ $ ACORD 25 (2001/08) INSURER A: COVERAGES CERTIFICATE HOLDER 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. TYPE OF INSURANCE POLICY NUMBER LIMITS PRODUCER INSURED GENERAL AGGREGATE EL EACH ACCIDENT EL DISEASE - POLICY LIMIT EL DISEASE - EA EMPLOYEE BODILY INJURY EACH OCCURRENCE AGGREGATE COMBINED SINGLE LIMIT PROPERTY DAMAGE PRODUCTS - COMP/OP AGG PERSONAL & ADV INJURY EACH OCCURRENCE DAMAGE TO RENTED MED EXP (Any one person) AUTO ONLY - EA ACCIDENT OTHER THAN AGG WC STATU-TORY LIMITS OTH-ER DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES/EXCLUSIONS ADDED BY ENDORSEMENT/SPECIAL PROVISIONS GENERAL LIABILITY AUTOMOBILE LIABILITY ANY AUTO ALL OWNED AUTOS SCHEDULED AUTOS HIRED AUTOS NON-OWNED AUTOS OCCUR DEDUCTIBLE EXCESS/UMBRELLA LIABILITY WORKER'S COMPENSATION AND OCCUR COMMERCIAL GENERAL LIABILITY GEN'L AGGREGATE LIMIT APPLIES PER: CLAIMS MADE ANY AUTO ANY PROPRIETOR/PARTNER/EXECUTIVE EMPLOYERS' LIABILITY OFFICER/MEMBER EXCLUDED? If yes, describe under GARAGE LIABILITY DATE (MM/DD/YY) DATE (MM/DD/YY) AUTHORIZED REPRESENTATIVE INSURER B: INSURER C: INSURER D: INSURER E: ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION INSURERS AFFORDING COVERAGE NAIC# ADD'LINSRD POLICY LOC PRO-JECT CLAIMS MADE RETENTION $ SPECIAL PROVISIONS below OTHER PREMISES (Ea occurence) (Ea accident) (Per person) BODILY INJURY (Per accident) (Per accident) AUTO ONLY: EA ACC $ $ $ ACORDTM MPR 2755219 HIRED AUTOS $75,000 09/30/2020 09/30/20 THE CITY OF CUPERTINO, ITS CITY COUNCIL, OFFICERS, OFFICIALS, EMPLOYEES, AGENTS, SERVANTS AND VOLUNTEERS ARE INCLUDED AS ADDITIONAL INSURED(S) AS RESPECTS TO LIABILITY COVERAGE(S) WHEN REQUIRED BY WRITTEN CONTRACT, SUBJECT TO POLICY TERMS & CONDITIONS, AS PERTAINS TO THE OPERATIONS OF THE INSURED. AS PER ATTACHMENT (PAGE 2) 09/30/21 WILLIS CANADA INC., A WILLIS TOWERS WATSON COMPANY 2650 - 666 BURRARD STREET VANCOUVER, BC V6C 2X8 PLP 2878253 09/30/20 09/30/21 $2,000,000 PER CLAIM $2,000,000 PER AGGREGATE A AVOCETTE TECHNOLOGIES INC. 2ND FLOOR - 422 SIXTH STREET NEW WESTMINSTER, BC V3L 3B2 MPR 2755219 (INCLUDING CONTINGENT EMPLOYER’S LIABILITY) 09/30/20 09/30/21 4,000,000 1,000,000 4,000,000 4,000,000 X X X X X 30 THE CITY OF CUPERTINO 10300 TORRE AVE. CUPERTINO CA 95014 A A CONTINENTAL CASUALTY COMPANY CERTIFICATE OF LIABILITY INSURANCE 119421Serial # MPR 2755219 Issued on November 27, 2019 Page 1 Change Endorsement Named Insured: Avocette Technologies Inc. Policy Period: From: September 30, 2019 To: September 30, 2020 Policy Number: MPR 2755219 Endorsement Type: Change Endorsement Endorsement Number: 1 Endorsement Effective Date: October 24, 2019 This endorsement changes the policy, please read it carefully. This endorsement modifies insurance provided under the following: Commercial General Liability Coverage It is agreed that the following item(s) on the Additional Insured Schedule ha ve been added as outlined below: Additional Insured Schedule Description Status The City of Cupertino, its City Council, officers, officials, employees, agents, servants and volunteers, 10300 Torre Avenue Cupertino, CA 95014 USA But only with respect to liability arising out of the operations performed by or on behalf of the Named Insured. New It is further agreed that the following Waiver of Subrogation – Designated Person(s) or Organization forming part of Commercial General Liability coverage is added to the policy as outlined attached. All other terms and conditions remain unchanged. MPR 2755219 Issued on November 27, 2019 Page 2 Endorsement Named Insured: Avocette Technologies Inc. Policy Period: From: September 30, 2019 To: September 30, 2020 Policy Number: MPR 2755219 Endorsement Title / Reference: Waiver of Subrogation - Designated Person(s) or Organization Endorsement Type: Condition Endorsement Number: CGL-CM 00-096 CE 103118 Endorsement Effective Date: October 24, 2019 The following clause forms part of the ‘Common Policy Terms and Conditions’, solely in connection with the ‘Commercial General Liability Coverage Section’ to this Policy. Waiver of Subrogation - Designated Person(s) or Organization In the event of any payment under this Policy, the Insurer shall waive their rights of recovery against any person(s) shown in the Schedule below where such waiver has been included as pa rt of a contractual undertaking by the Insured, but this waiver shall apply only in respect to the specific contract ente tred into prior to the date of Loss, existing between the Insured and such person(s), and will not be construed to be a waiver in respec t to other operations of such person(s) in which the Insured has no contractual interest. SCHEDULE Name of Person(s) or Organization: All other terms and conditions not otherwise modified by this endorsement remain unchanged. Paula Hardie, BA, CIP, CAIB Account Manager 2650 – 666 Burrard St. Vancouver, BC V6C 2X8 Canada D +604.605.3654 E paula.hardie@willistowerswatson.com W willistowerswatson.com Page 1 of 1 September 30, 2020 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 2020-2021 Commercial General Liability coverage is in the process of being issued by their insurance carrier and will be forwarded upon receipt. In the meantime, we have attached a copy of the Endorsement from the 2019-2020 policy, which is being renewed on the same basis. Should you have any questions please do not hesitate to contact the undersigned. Sincerely, Paula Hardie, BA, CIP, CAIB Account Manager Accela Consulting Services Final Audit Report 2021-07-12 Created:2021-06-30 By:City of Cupertino (webmaster@cupertino.org) Status:Signed Transaction ID:CBJCHBCAABAAGFnyn-CHujGX8DJ4nYrRY4gIuM9IKe8W "Accela Consulting Services" History Document created by City of Cupertino (webmaster@cupertino.org) 2021-06-30 - 11:11:15 PM GMT- IP address: 35.229.54.2 Document emailed to Araceli Alejandre (aracelia@cupertino.org) for approval 2021-06-30 - 11:18:11 PM GMT Document approved by Araceli Alejandre (aracelia@cupertino.org) Approval Date: 2021-06-30 - 11:23:16 PM GMT - Time Source: server- IP address: 73.170.27.253 Document emailed to Darrel Drab (darrel.drab@avocette.com) for signature 2021-06-30 - 11:23:18 PM GMT Email viewed by Darrel Drab (darrel.drab@avocette.com) 2021-07-01 - 4:32:18 PM GMT- IP address: 96.54.235.195 Email viewed by Darrel Drab (darrel.drab@avocette.com) 2021-07-07 - 6:47:20 PM GMT- IP address: 96.54.235.195 Document e-signed by Darrel Drab (darrel.drab@avocette.com) Signature Date: 2021-07-07 - 6:48:00 PM GMT - Time Source: server- IP address: 96.54.235.195 Document emailed to Heather M. Minner (minner@smwlaw.com) for signature 2021-07-07 - 6:48:03 PM GMT Email viewed by Heather M. Minner (minner@smwlaw.com) 2021-07-09 - 10:19:12 PM GMT- IP address: 104.143.198.102 Document e-signed by Heather M. Minner (minner@smwlaw.com) Signature Date: 2021-07-09 - 10:19:37 PM GMT - Time Source: server- IP address: 52.39.49.65 Document emailed to Bill Mitchell (billm@cupertino.org) for signature 2021-07-09 - 10:19:39 PM GMT Email viewed by Bill Mitchell (billm@cupertino.org) 2021-07-11 - 2:32:11 AM GMT- IP address: 104.47.74.126 Document e-signed by Bill Mitchell (billm@cupertino.org) Signature Date: 2021-07-11 - 2:32:31 AM GMT - Time Source: server- IP address: 73.63.186.99 Document emailed to Kirsten Squarcia (kirstens@cupertino.org) for signature 2021-07-11 - 2:32:33 AM GMT Email viewed by Kirsten Squarcia (kirstens@cupertino.org) 2021-07-12 - 4:40:08 PM GMT- IP address: 104.47.73.254 Document e-signed by Kirsten Squarcia (kirstens@cupertino.org) Signature Date: 2021-07-12 - 4:40:16 PM GMT - Time Source: server- IP address: 162.245.22.179 Agreement completed. 2021-07-12 - 4:40:16 PM GMT