Point of Contact:
Jessica Manfre
21370 SW Langer Farms Pkwy, Ste 142 #507, Sherwood, OR 97140 Office: (954) 866-8111
[email protected]
2026
Point of Contact:
Bea Williams
108 S 700 East American Fork, UT 84003
Office: (219) 322-9337
[email protected]
Springbrook Software Technical Proposal
HAWAIIAN GARDENS, CA
RFP for Enterprise Resource Planning System Selection
Response Date: 02.24.2026
SPRINGBROOKSOFTWARE.COM 1
Table of Contents
Section A: Executive Summary..................................................................................... 2 Section B: Company Background................................................................................ 3 Section C: Company Qualifications.............................................................................4 Section D: References ......................................................................................................6 Section E: Proposed Solution ........................................................................................8 Section F: Implementation Approach & Work Plan............................................23 Section G: Ongoing Maintenance & Support.........................................................28 Section H: Pricing.............................................................................................................34 Section I: Software Licensing & Maintenance Agreements .............................37 SPRINGBROOKSOFTWARE.COM 2
Section A: Executive Summary
Since its inception 35 years ago, Springbrook Software has focused on delivering one pure-play product to the market – financialsolutions specifically for small to mid-sized local government agencies. What started with a General Ledger has evolved into a fully integrated suite of easy-to-use cloud-based solutions, also delivering essential services to residents with a focus on ease and efficiency.
Unlike other companies that attempt to deliver products for a host of industries or agencies of "any" size, Springbrook hasstayed in our lane and focused on driving engagement with our tech tools by understanding the needs of the individuals we serve and tailoring solutions to meet people where they are. You will see evidence of our business partnering culture below as we align our capabilities with key components of the Palm Beach Strategic and Comprehensive Plans.
More specifically, Springbrook knows local government agency pain points because our company has always been staffed with personnel from the public sector, along with best-in-class business and technology leaders. We have a high level of interaction with our customer partners. To this end, Springbrook hasinvested heavily in delivering products designed to meet the specific needs of local government agencies of your size. Our cybersecurity capabilities are unparalleled within the government space, our true cloud solution is fully integrated and utterly comprehensive, and our customers enjoy complete support and ongoing training.
We look forward to your review of our proposal, offering you a modern and fully integrated solution to streamline your internal process within one ERP system. We trust this proposal will meet your needs and that we have provided initial insight into our company.
Sincerely,
Bea Williams
Sr. Account Executive
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Section B: Company Background
Legal Name and Address of Company
• Legal Name: Springbrook Holding Company, LLC
• Address: 108 S 700 East, American Fork, UT 84003
• Parent Company: Springbrook Software is an owned subsidiary of Accel-KKR.
California Business License Number
Springbrook’s California Business License Number is 202463213150.
Springbrook Software Company Background
Springbrook Software was established in 1985 in Newberg, Oregon, and developed its first product focused on financial accounting, with a strong focus on utility billing. For over 40 years, Springbrook has delivered comprehensive government accounting and billing software solutions to thousands of public sector agencies nationwide.
Springbrook Software is a remote-based company headquartered in American Fork, Utah. We offer stateof-the-art technology for our Product, Support, Technology, and Account Management teams to maintain quality services for all our customers. Our dedicated staff is comprised of 341 industry leaders, subject matter experts, and cutting-edge developers who constantly strive to offer the best products and services in software solutions.
Over the decades, we have continued to innovate and develop technologies that support our customers and help them manage shrinking budgets, personnel and knowledge loss, and challenging remote work conditions. Our solutions have grown to embrace every business function, covering finance, utility billing, human resources, payroll, online payments, tax collection, and asset management. We have grown into a company with over 300 offices worldwide, adding technologies to expand the scope and reach of our product range. Our acquisitions of KVS Cloud, SoftRight, Bias Software, MAGIQ Software (2021), PUBLIQ®Software (2022), Xpress Bill Pay (2023), Pulse Software (2024), Websoft, Harbour Software, and Davenport (2025) demonstrate our investment in innovation.
Our solutions are accessible and available for a wide range of local governments with populations.
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Section C: Company Qualifications
Our solutions are developed with input from local government agencies and specifically designed to meet their needs for continued functionality, security, user experience, and customer service improvements. Throughout our 40-plus years, we have continued to set the industry standard for how municipalities and utility districts operate with high efficiency, economy, and security, as they provide their citizens with the utmost convenience, dependability, and security.
With over 2500 clients, Springbrook has earned a spot on the GovTech Top 100 Companies to Watch in the Government Technology Space list for four consecutive years, which highlights our unique position as an industry leader and innovator.
Unique Capabilities
There are several unique capabilities and features that set Springbrook Software apart:
• End-to-End Solutions: Springbrook offers a comprehensive suite of tools covering various business functions, including finance, utility billing, human resources, payroll, online payments, tax collection, and asset management. This all-inclusive approach streamlines operations by integrating multiple processes into a single platform that optimizes workflow and data management, setting us apart from competitors who may offer fragmented solutions. • Digital Transformation Expertise: Springbrook has facilitated the transition from paper-based systems to electronic spreadsheets, online bill payment, and cloud-based data storage. • Cloud-Based Accessibility: The company's move to the cloud provides a secure and easily accessible repository for data, enabling authorized employees to access information remotely and fostering collaboration.
• Cybersecurity Commitment: Our commitment to cybersecurity is a paramount advantage.
Protecting sensitive agency and citizen data is of utmost importance. With the rising threat of ransomware attacks, our platform's advanced security measures help shield agency and citizen data, ensuring a higher level of data protection compared to alternative solutions. • Global Presence: Springbrook's offices across various locations emphasize our ability to cater to a diverse range of municipalities, towns, and cities worldwide. • Adaptability to Industry Needs: Springbrook's commitment to evolving solutions based on industry conversations ensures that our software remains responsive to the changing needs of local governments.
• Customer-Centric Focus: Springbrook Software's dedication to customer service, training, and communication sets us apart as a company that genuinely supports its clients throughout their digital journey.
• Longevity and Reputation: With over 30 years of experience, Springbrook has built a reputation as a trusted and reliable partner in the local government software sector. • GovTech 100 Recognition: Springbrook's consistent inclusion in the GovTech 100 list highlights our unique position as an industry leader and innovator.
These unique capabilities showcase Springbrook Software's strengths in driving digital transformation, providing end-to-end solutions, fostering adaptability, and prioritizing customer satisfaction within the local government software landscape.
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1. Vendor Employee Count 350
2. Customers on Proposed Software
▪ Total 3000+
▪ Cities 2200+
▪ California Public Sector 160
▪ California Cities 192
3. Target Customer Profile
▪ Industry Small to mid-size government
municipalities
▪ Sizing: User Count and Population 3000+, Population 300-100,000
4. Implementation Model: Direct or Partner Partner
5. Version Schedule
▪ Proposed Version and Release Date Springbrook Cirrus, 2026 ▪ Release Schedule Springbrook releases service packs on a weekly schedule. These releases
come with additional documentation
and a comprehensive list of release
notes and enhancements when
upgrading to the newest version. With
the cloud solution, these are rolled out
at no extra charge to all current clients
▪ Number of Prior Versions Supported Our Cloud subscription is on a single release that we update/upgrade for
the life of the subscription.
6. Support Desk
▪ Location Nationwide, Remote Employees
▪ Hours of Support 5 AM to 5PM PST
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Section D: References
Reference #1
Name City of Fort Bragg, CA
Number of Employees 124
Population 7,000
Contact Name and Title Isaac Whippy, Finance Director
Contact Telephone and Email (707) 961-2823, [email protected] Software Scope Long time Springbrook customer
Implementation Duration 6-7 Months, go-live Fall 2021
Current Modules Finance Suite, Utility Billing, Payroll, Inventory Purchase Orders, Project Management, Building Permits, Licenses & Permits, Payroll, HR
Reason for Change Wanted a fully integrated cloud solution Reference #2
Name City of Sebastopol, CA
Number of Employees 48
Population 7,678
Contact Name and Title Ana Kwong, Finance Director (power user) Contact Telephone and Email (707) 823-1153, [email protected] Software Scope Long-time Springbrook Cloud User
Implementation Duration Unknown
Current Modules Finance Suite, Utility Billing, Accounts Receivable, Fixed Assets, Project Management, Purchase Orders, Advanced Budgeting Reason for Change N/A – Long time Springbrook customer Reference #3
Name City of Tehachapi, CA
Number of Employees 47
Population 12,680
Contact Name and Title Hamed Jones, Finance Director
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Contact Telephone and Email (661) 822-2200, [email protected] Software Scope Long-time Springbrook Cloud User
Implementation Duration Unknown
Current Modules Finance Suite, Utility Billing, Accounts Receivable, Fixed Assets, Project Management, Licenses & Permits, Payroll
Reason for Change N/A – Long time Springbrook customer Reference #4
Name Fillmore, CA
Number of Employees 50
Population 16,419
Contact Name and Title Erika Herrera, Interim City Manager Contact Telephone and Email (805) 946-1712, [email protected] Software Scope Long-time Springbrook Cloud User
Implementation Duration Unknown
Current Modules Finance Suite, Utility Billing, Licenses & Permits, Project Mgmt, Payroll, Employee Self Service
Reason for Change More modern solution vs on premise
Reference #5
Name Cloverdale, CA
Number of Employees 48
Population 8,811
Contact Name and Title Shannon Peterson
Contact Telephone and Email (707) 894-1711, [email protected] Software Scope Long-time Springbrook Cloud User
Implementation Duration 8mos
Current Modules Finance Suite, Accounts Receivable, Utility Billing, Xpress Billpay, Payroll, Employee Self Service
Reason for Change More modern solution
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Section E: Proposed Solution
E.1 Solution Overview
Cirrus is Springbrook's cloud-based financial platform designed from the ground up for local governments, delivering up to a 25% productivity increase. Cirrus features a powerful, intuitive interface that requires less training and delivers faster access to critical features. The new platform frees personnel to manage strategic issues and problem solving rather than navigating cumbersome ERP systems. Cirrus is a true multi-tenant cloud solution, fully accessible on any mobile device.
Key benefits of the Cirrus Online Cloud Platform:
• Less training for new hires through an intuitive design • Easy-to-use responsive interface
• Configurable login experience for quick access to relevant information without switching between modules/applications
The modules proposed in this response are:
Finance Suite Financial Add-ons Payroll & HR
General Ledger
Accounts Payable w/AI Invoicing
Bank Reconciliation
Cash Receipts
Clearing House
Tableau Reporting & Analytics
Accounts Receivable
Advanced Budgeting
Purchase Orders
Fixed Assets
Project Management
Payroll
HR Core
Onboarding
Recruitment
Performance Management
Employee Self Service (ESS)
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General Ledger
General Ledger (GL) is a robust, feature-rich foundation for the Springbrook suite of applications. This intuitively designed application provides the functionality for more informative online analysis and financial reporting. Complete integration with the Springbrook suite of applications allows for easy and thorough consolidation of all financial activity.
• Uniform Chart of Accounts – Allows for multiple funds and departments to be utilized • Configurable Imports for Journal Entries, Adjustments, and Misc. transactions are available • New Budget & Budget Adjustment Info – Edit, maintain, and report on GL budgets Purchase Orders
• The Purchase Order module provides internal controls and access for agencies to create and send purchase orders to vendors. It also provides approvals through workflows if the agency wants it set up that way. The purchase order can then be sent to the vendor through our AP invoicing module.
Accounts Payable
Springbrook Accounts Payable helps to manage the money owed to vendors. You can:
• Enter invoices for accounting records if they are not already being created from other integrated modules
• Pay vendors electronically using ACH transactions rather than generating a physical check in the Computer Checks process with the Electronic AP process
AI Invoicing
Our AI Invoicing feature is designed to transform invoice processing by saving time and reducing manual inefficiencies. As part of our Accounts Payable module, users can upload and review PDF invoices into their Invoices batch.
• Invoice data, such as vendor details, invoice numbers, dollar amounts, and dates, is extracted to create detailed invoice records in Cirrus.
• Invoices are linked to the appropriate vendor records, eliminating the need for manual searches and data entry.
• Users can review and edit the imported data to ensure accuracy.
Bank Reconciliation
Springbrook's Bank Reconciliation module provides the tools to track and maintain the relationship between an organization's accounting and bank records.
• Clear Transactions – Including clearing checks or deposits that have cleared your bank accounts
Cash Receipts
The Cash Receipts module is where all payments are entered into the system. They can be imported, scanned, or entered manually.
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Accounts Receivable
The Accounts Receivable module provides a comprehensive system for creating and maintaining all information pertinent to recording and tracking customer data, invoices, and balances. Here are a few AR features:
• Allows users to search for invoices by multiple methods, including by invoice number, customer number, or customer name
• Accommodates multiple line items and multiple revenue distributions for each invoice • Allows users to set up and make use of recurring invoices • Provides exhaustive transaction history of customer accounts, including aged balances Advanced Budgeting
Advanced Budgeting is a comprehensive tool used to generate a requested, proposed, approved, or adopted budget. This process allows you to:
• Update budgets on all GL accounts and accounts to create budgets for department heads • Track budget revisions using a full change log
• Create budget books, period budgets, and budget locks • Complete formula-driven budget calculations with formulas and worksheets Fixed Assets
The Fixed Assets module allows you to accurately track the value of your fixed assets from the date of purchase to final disposal. This process involves a series of steps.
Project Management
Also referred to as project accounting or grant management, the PM module gathers transactions from other modules and generates reports summarizing the information. PM is integrated by pulling transactions generated in other modules like AP, AR, CR, GL, IC, PR, PO, ESS, and WO.
Tableau (Reporting)
Tableau is the industry-leading reporting software that enables fast, customized, easy-to-develop, and interpret visualizations to support virtually any local government data reporting need. Tableau is preconfigured with the most popular templates and provides access to a growing library composed of templates culled from other local government agency users.
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Payroll
Our Payroll module is designed to pay employees and create batches to some of our other integrated modules based on the payroll and timekeeping processes we complete.
Human Resources
Our Human Resources module offers a comprehensive solution for tracking and managing all aspects of employee records, including promotions, certifications, and disciplinary actions. Designed for flexibility, our code-based system enables automated effective dates, ensuring seamless implementation and monitoring of critical HR processes. With limitless user-defined tabs, fields, and data collection capabilities, organizations can customize the system to meet their unique needs, maintaining accurate and up-to-date personnel records with ease.
From recruitment and onboarding to learning and performance management, Cirrus HR empowers you to manage and support employees and contractors throughout their entire journey – from entry to exit.
We provide a robust framework for recruitment, onboarding, learning, and employee performance and development, tailored to meet your organization's specific requirements.
Modular in design, our products can be deployed individually or as a suite, seamlessly integrating with legacy business applications such as Payroll and Finance, ensuring a cohesive and efficient HR management experience.
The Cirrus HR solution includes the following modules and key features:
• Onboarding
• Once you’ve recruited your preferred candidate, let this solution induct them into your organization’s culture, goals, and objectives. Deliver, manage, automate, and digitize new hire and contractor onboarding, induction, and compliance management. • Onboarding portal
• Templates and checklists
• Online forms
• Action management hierarchies
• Accreditation management
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Applicant Tracking
A complete end-to-end recruitment platform designed to attract quality talent. Attract, select, interview, hire and onboard the best available talent through our candidate engagement and experience management platform.
• Detailed candidate listings
• 360 interview process
• Powerful job application designer
Learning Management
Plan your team’s personal and professional development pathway, while meeting competency and compliance requirements. Improve the way you schedule, deliver, manage, monitor, and record the learning and training requirements of all your employees and contractors. • Self-Service dashboard
• Training history
• Supervisor dashboard
• Training request workflow
• eLearning designer
• Accreditation management
Performance Management
A solution to deliver a framework that aligns individual performance goals and objectives with business expectations,fostering a culture of continuous improvement • Simplify formal performance appraisals and probation reviews • Align employee goals with organisational priorities
• Perform ad hoc or scheduled check-ins against goals and KPIs • Connect employee performance with learning and training pathways • Maintain records to support reviews and disciplinary actions Employee Self Service (ESS)
The Employee Self Service (ESS) online application is a web-based HR Portal that allows your employees to manage many of their HR tasks at their convenience. Once an employee has set up an ESS account, they can update personal and dependent information, view historical documents such as W2s and paystubs, request time off, and submit timesheets.
Solution Components
Springbrook supports State and Federal filing formats as well as some common industry standards, but its software is proprietary.
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E.2 Application Integration/Interface
Third-Party Integrations and Interfaces
Springbrook is proud to offer a cutting-edge solution that simplifies data integration and promotes seamless collaboration across various platforms. At Springbrook, we understand the importance of connecting with third-party applications and services to maximize efficiency and productivity. That's why we have expanded our offerings from SFTP and import/export options to include a real-time API, empowering you with the ability to access and retrieve data from the Springbrook cloud in real time. With our real-time API, you can effortlessly establish read access to all the data stored within the Springbrook cloud.
Data Exchange Standards
Springbrook supports the following:
• A variety of "productized" in-application configurable data exports for common/frequently requested areas.
• Read-only access to all data via the OData standard
• Purpose-built read/write REST APIs for specific common scenarios (e.g., updating parcel/property information).
Additionally, we provide an optional "database copy" service where a complete copy of the database can be securely downloaded on a nightlight basis for extreme or data-intensive operations.
Local Customizations
Each Springbrook client has one or more unique database instances that are specific to that agency, but Springbrook's software and compute instances are shared across all customers. Springbrook doesn't support client-specific code in the codebase; instead, all configurations are determined based on setup values in the database itself. Springbrook uses a combination of various types of automated and manual tests to ensure stable software releases. Because Springbrook deploys all releases on a weekly cadence, the impact of any one release is generally relatively small. In the unlikely event that a critical issue is discovered due to one of these weekly releases, Springbrook can deploy a correction in advance of the following weekly deployment cycle.
E.3 Data Storage and Backup
Springbrook Cloud Services utilize a fully protected network for data storage. This protected network is where any system resides that directly interfaces with customer data stored within the transactional databases, data warehouse, or file shares. Transfer to/from other networks is only permitted through the appropriate application access.
All data is stored within Azure Regions located within the United States. No data is stored or processed outside of the United States.
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The Springbrook Cloud Services transactional databases are implemented using Microsoft SQL Server Standard Edition. A full backup of this database is performed weekly, with incremental backups performed daily and real-time replication of the archive logs. Backups and archive logs are stored in the alternate DR region to be used during a DR event.
Optionally, a customer-specific database backup can be performed on a schedule mutually agreed upon, and that backup is staged for pickup by the customer.
E.4 Reporting
Springbrook offers a variety of report writing tools to create comprehensive and concise reports and queries throughout all modules. The platform has an array of reporting capabilities such as template based or canned reports, state specific required reports, financial reporting, ad-hoc requested reports, and executive dashboards. We also offer Tableau Reporting.
E.5 Data Access and Security
At Springbrook, we understand the importance of data accessibility and security. To ensure a seamless experience for our clients, we have implemented various methods for accessing backend data tables.
Our platform supports standard web APIs, which allow clients to programmatically interact with the data tables and retrieve the desired information. This enables efficient data retrieval and integration with other systems or applications.
In addition to web APIs, we offer SFTPs (Secure File Transfer Protocol) as a secure method for accessing the backend data tables. SFTP provides a highly encrypted channel for transferring files between systems, ensuring the confidentiality and integrity of your data during transit.
Furthermore, we recognize the significance of data visualization and reporting for informed decisionmaking. To address this, we have integrated Tableau reporting capabilities into our platform. Tableau enables you to create interactive and visually appealing reports and dashboards, leveraging the data stored within our backend data tables. With this integration, you can generate insightful reports and gain valuable insights from your data.
To ensure the security of our client's data, we have implemented robust measures within our system.
Springbrook Cloud/Cirrus utilizes the Auth0 identity platform, which provides authentication services to the application. The default authentication method is username/password with multi-factor authentication (MFA), enhancing the security of user accounts. Additionally, we offer customers the option to integrate their identity provider (IDP) with Auth0 through our Springbrook enterprise connection. This allows for a seamless authentication experience and leverages the existing IDP infrastructure.
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Moreover, we prioritize data encryption to safeguard your information. All data stored within Azure storage accounts or disks is encrypted using vendor-managed keys. This encryption ensures that your data remains protected at rest, minimizing the risk of unauthorized access.
We understand the importance of both data accessibility and security in all business operations. We aim to provide our customers with a reliable and secure platform that empowers our users to access and utilize data effectively.
Confidentiality and Integrity
To ensure Customer Data remains confidential throughout processing and remains intact, complete, and current during processing activities, the following measures are in place:
• Springbrook has a formal background check process and carries out background checks on all new employees.
• Springbrook trains its Personnel engaged in software development or testing in application security practices and secure coding practices.
• Springbrook has a central, secured repository of product source code, which is accessible only to authorized Springbrook Personnel.
• Springbrook has a formal application security program and employs a robust Secure Development Lifecycle (SDLC).
• Security testing includes code review, penetration testing, and static code analysis tools on a • periodic basis to identify flaws.
• All changes to Springbrook Cloud Services are via a controlled, approved release mechanism within a formal change management process.
• All encryption and other cryptographic functionality used within the Springbrook Cloud Services use industry standard encryption and cryptographic measures aligned with the standards promulgated with FIPS 140-2.
Data Transmission, Storage and Destruction
To ensure Springbrook Customer Data is not read, copied, altered, or deleted by unauthorized parties during transfer or storage, the following measures are in place:
• Customer access to the Springbrook Cloud Services is protected by the most current version of Transport Layer Security (TLS 1.2+).
• Springbrook uses strong encryption (AES 256) when storing Customer Data within our Microsoft Azure public cloud infrastructure.
• Springbrook storage media has all data securely wiped when de-provisioned. • Springbrook offers optional services for periodic Customer Data backup exports for storage by the Customer.
• Upon contract termination or Customer request, all Customer Data is securely deleted from Springbrook Cloud Services.
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E.6 Business Continuity and Disaster Recovery
Springbrook uses Terraform as an infrastructure provisioning and configuration orchestration tool to manage and provision resources within Azure. Using this tool and an Infrastructure as Code (IaC) process allows us to quickly and repeatably deploy the infrastructure necessary to run the Springbrook Cloud Services. With this capability, Springbrook can move the Springbrook Cloud Services between Azure regions, and it is an integral component of Springbrook’s disaster recovery process.
Following a disaster declaration for the Production instance of Springbrook Cloud Services, the Springbrook Incident Response Team will initiate the following steps:
• Start timeline for recovery objective (RTO) milestones • Immediate communication to customers with details of the event and the impact of the interruption.
• Establish an emergency command center and communicate bridge numbers for the Crisis team.
• Communicate roster of active personnel and management structure. • Coordinate with Microsoft on the assessment of production region outage. • Begin bringing disaster recovery instances online in the DR region using Terraform automation and the backups and snapshots replicated from the production region. • Update customers with details of the disaster and projected time to recovery.
Within 4 hours of incident:
• Incident Response Team will determine the impact on the production region and whether to wait for restoration or initiate operation in the DR region. • Site Reliability Engineers will monitor and validate the activation of the disaster recovery instances in the DR region.
• Site Reliability Engineers will monitor the restoration of the transactional databases. • Customer support will provide hourly updates to customers.
Within 24 hours of incident:
• Push DNS changes to move customer traffic to the DR region. • Transactional database in the DR region will be rolled forward to the last complete point in the time replicated log.
• Site Reliability Engineers will validate transactional databases for consistency. • Start the ETL processes to rebuild the data warehouse. • Run the automated smoke test to validate the DR.
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E.7 Service Level Agreements (SLAs)
MAINTENANCE AND SUPPORT
AVAILABILTY
This Exhibit A is part of the Springbrook Cloud Service Master Agreement Terms and Conditions. It may be updated from time to time by Springbrook in its sole discretion.
I. SUPPORTPOLICY
Updates
Updates may address security fixes, critical patches, general maintenance functionality, anddocumentation and shall be made available at Springbrook’s discretion. Springbrook is under no obligation to develop any future functionality or enhancements unless otherwise specified in the Agreement. If an update for the Cloud Service is made available to Customer pursuant to this Support Policy, it will automatically replace the previous version of the applicable Cloud Service.
Support Commitment
In support of the Cloud Service, Springbrook will provide Customer with the following first line support:
Telephone Support. Springbrook’s Customer Resource Center (CRC), a live technical support facility, will be available to Customer from 5:00 a.m. until 5:00 p.m. Pacific time Monday through Friday, excluding Springbrook’s observed holidays.
Email Support. Springbrook provides an electronic mail address([email protected]) to which Customer may submit routine or non-critical support requests. Email Support Requests will be addressed by Springbrook during itsregular business hours of 5:00 a.m. until 5:00 p.m. Pacific time Monday through Friday.
Online Support Materials. Springbrook will make available to Customer certain archived client-side software updates and other technical information in Springbrook’s online support databases. This Online Support will be continuously available to Customers.
Upgrade/Downgrade of Severity Level
If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production database, then the severity level will be upgraded or downgraded accordingly to the severity level that most appropriately reflects its current impact.
Third Party Product Support
If any third-party software is supplied by Springbrook, Springbrook disclaims allsupport obligations for such third-party software, unless expressly specified by Springbrook in Customer’s Agreement.
Exclusions
The following Support Exclusions are not covered by this Support Policy: (a) Support required due to Customer’s or any End User’s or third party’s misuse of the Services; (b) Support during times outside of Springbrook’sregular business hours stated above; (c) Support necessitated by external factors outside of Springbrook’s reasonable control, including any force majeure event or Internet access or related problems.
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Response and Resolution Goals
Springbrook will respond to Customer’s Support Requests in a manner appropriate for the severity of the reported issue and will use good faith efforts to achieve the goals listed below.
A. Critical Severity Level
Definition. System or application is non-functional or seriously affected and there is no reasonable workaround available (e.g., business is halted).
Response goal. Confirmation of receipt within 1 business hour. Update as information arrives or at the interval agreed with the Customer.
Resolution goal. Upon confirmation of receipt, Springbrook begins continuous work on the case.
Springbrook will put forth the effort to provide a workaround, fix, or estimated completion date within 72 hours after the problem has been diagnosed and/or replicated, provided there is an agency representative available to assist with issue diagnosis and testing during the resolution process.
B. High Severity Level
Definition. System or application is affected and there is no workaround available, or the workaround is impractical (e.g., system response is very slow, day to day operations continue but are impacted by the work around).
Response goal. Confirmation of receipt within 4 business hours.
Resolution goal. Springbrook will put forth the effort to provide a workaround or fix or estimated completion date within 14 business days after the problem has been diagnosed and/or replicated.
C. Medium Severity Level
Definition. System or application feature is non-functional, and a convenient workaround exists (e.g., oncritical feature is unavailable or requires additional user intervention).
Response goal. Confirmation of receipt within 8 business hours.
Resolution goal. Springbrook will put forth the effort to provide a workaround or fix or estimated completion date within 21 business days after the problem has been diagnosed and/or replicated D. Low Severity Level
Definition. System or application feature works, but there is a minor problem (e.g., incorrect label, or cosmetic defect).
Response goal. Confirmation of receipt within 24 business hours Resolution goal. Resolution for the issue may be released as a patch set or be incorporated into a future release of the product.
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II. AVAILABILITY
Service Availability:
Springbrook will use commercially reasonable efforts to (a) provide bandwidth sufficient for Customer’s use of the Cloud Service provided hereunder and in an applicable Order Form and (b) operate and manage the Cloud Service with a ninety-nine and one-half percent (99.5%) uptime goal (the “Availability SLA”), excluding situations identified as “Exclusions” below. “Exclusions"means any outage thatresultsfrom any ofthe following:
(a) Any maintenance performed by Springbrook during Springbrook’s standard maintenance windows.
Springbrook will notify Customer within forty-eight (48) hours of any standard maintenance and within twenty-four (24) hours for other non-standard emergency maintenance (collectively referred to herein as “Scheduled Maintenance”).
(b) Customer’s information content or application programming, or the acts or omissions of Customer or its agents, including, without limitation, the following:
1. Customer’s failure to provide Springbrook with reasonable advance prior notice of any pending unusual large deployments of new nodes (e.g., adding over ten (10) percent total nodes in less than twenty-four (24) hours);
2. Customer’simplementation of any significant configuration changes, including changesthat lead to a greater than thirty percent (30%) change in a one week period or greater than fifty percent (50%) change in a one month period in the number of key objects in the system including but not limited to metrics, snapshots, nodes, events and business transactions;
3. Any misconfiguration by Customer (as determined in Springbrook’s sole discretion), including, withoutlimitation, configuration errors and bad or unintended usage of the Cloud Service; and
4. Force majeure or other circumstances beyond Springbrook’s reasonable control that could not be avoided by its exercise of due care.
(c) Failures of the Internet backbone, telecommunications systems, ISP failures, or the network by which Customer connects to the Internet backbone or any other network unavailability. (d) Any window of time when Customer agreesthat Cloud Service availability/unavailability will not be monitored or counted.
(e) Any problems resulting from Customer combining or merging the Cloud Service with any hardware or software not supplied by Springbrook or not identified by Springbrook in the Specifications as being compatible with the Cloud Service.
(f) Interruptions or delays in providing the Cloud Service resulting from telecommunication or Internetservice provider failures. Customer’s or any third party’s use of the Cloud Service in an unauthorized or unlawful manner.
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Remedies for Excessive Downtime:
In the event the Availability of the Cloud Service falls below the Availability SLA in a given calendar month, Springbrook will pay Customer a service credit (“Service Credit”) equal to the percentage of the fees set forth in the table below corresponding to the actual Availability of the Cloud Service during the applicable calendar month. Springbrook will apply any Service Credits only against future Cloud Service payments otherwise due from Customer. Service Credits will not entitle Customer to any refund or other payment from Springbrook. Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in this Agreement, Customer’s sole and exclusive remedy for any navailability, non-performance, or other failure by Springbrook to provide the Cloud Service is the receipt of a Service Credit (if eligible) in accordance with the terms of this Exhibit A.
System availability is measured by the following formula: x = (n - y) *100 / n Notes:
(1) "x" is the uptime percentage; "n" is the total number of hours in the given calendar month minus Exclusions; and "y" isthe total number of downtime hoursin the given calendar month not caused by an Exclusion.
Service Availability Percentage of Monthly Service Fees Credited >99.5% 0%
95.0% - < 99.5% 5% (max of $280)
90.0% - < 95.0% 10% (max of $560)
80.0% - < 90.0% 20% (max $840)
70.0% - < 80.0% 30% (max of $1,120)
60.0% - < 70.0% 40% (max of $1,400)
< 50% 50% (max of $2,800)
Customer Account Login:
For Springbrook userinterface access, Springbrook uses TLS 1.2 with AES 256 bit orsimilar encryption for protection of data in transit, which is supported by most modern browsers. Springbrook will also restrict applicable administrative user interface access to Customer corporate networks for additional security on written request by Customer.
Hosting:
Springbrook’s SaaS platform (servers, infrastructure, and storage) for the Cloud Service is and will remain hosted in one of the largest data centers in North America, specifically designed and constructed to deliver world- class physical security, power availability, infrastructure flexibility and growth capacity.
Springbrook’s data center provider is and will remain SSAE 18 SOC2 compliant, meaning it has been fully independently audited to verify the validity and functionality of its control activities and processes. Every Server for the Services is and will remain operated in a fully redundant fail-over pair to ensure high availability. Data is and will remain backed up nightly, stored redundantly and will be restored rapidly in case of failure. Security Patching and updates are actively evaluated by engineers and will be deployed based upon the impact and risk and stability benefits they offer to Springbrook’s SaaS platform and Customers.
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Springbrook will attempt to provide customersreasonable prior notice to security changes, updates, and patches, unless the delay will lead to a significant risk of impact to customer data.
Fees:
Maintenance and Support Services, as described herein, are included in the Cloud Service Subscription for no additional fees, except as follows:
Springbrook will bill Customer on an hourly basis for the following services that are beyond the scope of standard Maintenance and Support Services;
(a) Maintenance or Support in cases where repeated operator-produced error by the same user continues to occur despite notification to Customer;
(b) Maintenance and Support associated with applications not purchased by Customer from Springbrook, as documented in an appropriate Order Form or Statement of Work; (c) Maintenance andSupport outside the scope of this Agreement; (d) Maintenance and Support necessitated by Customer’s failure to provide adequate internal controls to ensure the accuracy and appropriate use of the Cloud Software or Cloud Service and compliance with local, state and federal regulations and auditors requirements; (e) Costs associated with Customer’s creation or modification of data in Springbrook’s database except through the appropriate use of the Cloud Software or Cloud Service; (f) Costs associated with Customer’s own actions to integrate the Cloud Software or Cloud Service with applications or services not purchased from Springbrook; (g) Costs associated with Customer’sfailure to meet the terms and conditions of this Agreement; (h) Costs associated with additional labor or out of pocket expenses incurred while providing support to Customer in cases where Springbrook has requested but Customer has denied remote access into a user workstation or the server housing the Cloud Software; and (i) Labor and travel costs associated with providing on-site for services covered by this Agreement E.8 Transition
Springbrook Contract Agreements are established with a standard 3-year time period with the option for annual renewals (see MSA) or a continuation of a new 3-year (or more) agreement. Should the agency need a copy of their data/database at any point in the future, that can be provided by our Support team.
We also offer an optional Cloud Database Backup solution that provides the agency with full access to their data at their leisure, as well as scheduled to their preference of timing.
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E.9 Appendix A - Requirements
See Attached Appendix A
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Section F: Implementation Approach & Work Plan
F.1 Project Organization - Key Project Personnel
Springbrook will assign a remote project manager to your organization to oversee the project's schedule and planning. The partnership of key team members within your organization will be integral in the project's scope, and they will participate hand in hand with your Springbrook team. Springbrook will also dedicate a team of experienced consultants to work with key members within your organization. This will ensure that all testing, processing, and user training is consistent and thorough.
Roles and responsibilities for Springbrook and the District are outlined in Attachment A – Bidder Forms.
Project Manager (12+ years PM experience):
The individual highlights their flexible mindset, objectivity, and intellectual curiosity as key traits. They excel in building relationships and effectively communicating with diverse or remote teams. They are comfortable managing multiple projects of varying complexities and strongly commit to producing measurable and impactful results.
Finance Consultant (25+ years Finance/Payroll experience):
The individual has extensive experience in software implementation and consulting, with a strong focus on governmental finance and payroll software applications. They have held roles such as Lead Delivery Consultant, Software Consultant, and Finance Implementation Consultant, working with various clients to implement financial software packages effectively.
In addition to their software implementation expertise, the individual has experience as a System Consultant Analyst, where they analyzed business processes, performed needs assessments, and translated business requirements into system specifications.
UB Consultant (20+ years UB Experience):
The individual has a strong background in utility billing and software implementation. They have worked as a Utility Billing Implementation Consultant at Springbrook Software for over 10 years, where they focused on data analysis, project management, and communication skills. Before that, they held the role of billing manager for a Springbrook client for 17 years and used Springbrook Software for the last 10 years of their time at the city. In addition to their experience at Springbrook Software, they worked with various other billing software and was the lead project manager for the City while overseeing three different software conversions/implementations prior to implementing Springbrook Software.
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F.2 Project Methodology
The following framework describes the steps required to complete successful implementation.
The software implementation framework comprises five key elements that outline the stages and activities involved in successfully deploying and transitioning Springbrook software solutions to customers:
Contract Signature & Initial Contact: This initial stage involves signing the contract between the software provider and the customer. It marks the beginning of the implementation process and includes establishing initial contact with the customer to set expectations, clarify requirements, and gather the necessary information to initiate the project.
Customer Pre-Work: In this phase, the customer undertakes preparatory activities to ensure a smooth implementation process. This may include providing access to relevant systems and data, conducting user readiness assessments, and identifying key stakeholders involved in the implementation.
Project Kick-Off: The project kick-off marks the official start of the implementation process. During this phase, Springbrook and the customer discuss project goals, deliverables, timelines, and resource requirements. The project team is introduced, roles and responsibilities are defined, and a detailed project plan is established. This phase sets the foundation for successful collaboration and communication throughout the implementation.
Module Implementation: This stage focuses on implementing software modules or components. It involves configuring the Springbrook solution based on the customer's specific requirements. The module implementation phase includes activities such as data migration, system integration, testing, and training.
Project Completion & Support Transition: The software implementation framework's final phase involves the project's completion and the transition to ongoing support. This includes finalizing any remaining tasks, concluding post-go-live services, and communicating project completion. The transition to support involves transferring knowledge and responsibilities to the customer's support team, ensuring they are equipped to handle any future software maintenance and support needs.
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F.3 Implementation Approach & Schedule
The software implementation framework consists of four key elements that guide the process of deploying and transitioning software solutions to users:
Data Collection and Review: In this initial stage,
data relevant to the software implementation is
collected and reviewed. This includes gathering
existing data, such as customer records or system
information, and conducting a thorough analysis
to ensure data accuracy and completeness. The
goal is to lay the foundation for successful
configuration and setup of the software.
Configuration and Set-Up: Once the necessary
data has been collected and reviewed, the
software is configured to meet the organization's
specific requirements..
Training and Go-Live: In this phase, end-users
receive comprehensive training on effectively
using the software. Training sessions may include
workshops, hands-on exercises, or virtual training
modules to familiarize users with the software's
features and functionalities. The training also covers best practices, tips, and specific guidelines or procedures relevant to software usage.
Support Transition: The support transition phase involves shifting from the implementation team to the ongoing support and maintenance team. During this phase, knowledge transfer and handover activities occur, ensuring that the organization's support team is equipped to handle user inquiries, troubleshoot issues, and provide ongoing assistance.
Sample Project Schedule
If selected, the project start date will vary based on Springbrook's backlog. Springbrook commits to beginning the work as quickly as possible.
A sample timeline is provided below for estimation purposes. An agreed-upon timeline with dates and project milestones will be completed as part of the project kick-off.
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The following is an example of a project plan. Dates are not representative of the District’s timeline. A specific timeline will be discussed after selection.
Milestones/Deliverables
The project plan details are discussed during the kick-off call, including schedule, cost, scope, communications, issue, risk, and change management. As previously stated, Springbrook and the customer discuss project goals, deliverables, timelines, and resource requirements during kick-off.
As part of a weekly cadence during implementation, the team reviews the hours allotted for each module compared to the time remaining to ensure the project is on track.
Deliverables
The following deliverables will be executed as a part of the executed SOW:
1. Agreed upon project plan with timeline and milestones
2. Roles & responsibilities matrix and communication plan
3. Well-maintained issue log with individually tracked status updates
4. Feature request log with Springbrook's product team review(s) and comment(s)
5. All modules in scope will be deployed to a production environment
6. Key customer resources will have received training on the in-scope modules Project Management Approach
The PDCA (Plan-Do-Check-Act) process is a widely recognized framework for continuous improvement and problem solving. It promotes a systematic approach to identify, analyze, implement, and monitor improvements throughout the project lifecycle. The PDCA cycle consists of four iterative steps: Plan, Do, Check, and Act.
Plan: In the planning phase, the project team identifies goals, defines objectives, and determines the best course of action to achieve them. This includes analyzing requirements, establishing success criteria, and creating a detailed plan outlining tasks, timelines, resources, and responsibilities.
Do: The "Do" phase involves executing the planned activities, implementing the solutions, and carrying out the project tasks according to the established plan. This step focuses on effective communication, collaboration, and coordination among team members to ensure smooth project execution.
Check: During the "Check" phase, project performance and outcomes are evaluated against the predefined objectives and success criteria. This includes monitoring key performance indicators, SPRINGBROOKSOFTWARE.COM 27
conducting quality assurance reviews, and gathering stakeholder feedback. The purpose is to assess whether the project is on track and if any deviations or issues need to be addressed.
Act: In the "Act" phase, based on the findings from the "Check" phase, necessary corrective actions and improvements are implemented. This may involve adjusting the project plan, revising processes, or resolving identified issues. The focus is continuously improving project performance and ensuring that lessons learned are incorporated into future iterations or projects.
The PDCA process is a cyclical and iterative approach, with each cycle building upon the knowledge and insights gained from the previous one. It encourages a proactive and flexible mindset, fostering a culture of learning and adaptability within the project team.
Implementation Phases
Implementation is typically done in phases depending on the modules included. Please note these phases include the optional modules presented and can change based on need and desired timeline. • Phase I – Finance Modules
• Phase II – Payroll + ESS
• Phase III – Cirrus HR
• Phase IV – Advanced Budgeting
• Phase V - Remaining modules
Critical Success Factors
Springbrook has identified several critical success factors that are key to successfully implementing the project:
Knowledge Transfer – A critical part of the implementation involves the agency’s transfer of knowledge from Springbrook with the goal of becoming self-sustainable in supporting Springbrook Software. Strong and focused participation by the agency’s personnel throughout the analysis, configuration, and deployment of Springbrook's Cirrus Cloud Application will enable Springbrook's services to mentor and equip the District to assume standard operations once the project ends.
Dedicated Customer Participation – The success of the project hinges on thoughtful, prepared, and sustained participation from the agency’s team and Information Technology staff. The agency will be asked to identify key stakeholders to be involved in the tasks and provide deliverable reviews and feedback. This collaborative approach will help verify that the collective knowledge of the agency’s team is reflected in the design and implementation of the new system.
Project Governance – The successful management and implementation of a software project of this size and complexity requires strong management communication and participation from the District and Springbrook. Springbrook and the District will follow the agreed-upon escalation procedure to resolve issues and mitigate risks in a timely manner.
No Custom Development – As part of this SOW, no custom development items are identified to bring the agenct live. The intent is to complete this engagement using the system's existing capabilities without any additional development effort. This will help avoid incorporating conflicting or unique requirements in the design that will later cause rework or other issues when another agency is incorporated into the solution.
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Section G: Ongoing Maintenance & Support
G.1 Training
At Springbrook Software, our commitment to your success doesn't end with the implementation of our cutting-edge solutions. We understand that continuous learning and growth are essential components of maximizing the potential of our software. That's why we offer a comprehensive array of post go-live training options, tailored to meet the diverse needs of our valued clients.
Our training philosophy centers on flexibility and accessibility. We recognize that different individuals and organizations have unique preferences and schedules. To accommodate these variations, we provide a variety of avenues for advancing your expertise:
• Monthly Paid Training Sessions: Stay ahead of the curve with our regularly scheduled monthly training sessions. These dynamic online sessions are designed to keep you up-to-date on the latest features, best practices, and industry trends. Led by our expert trainers, these sessions are interactive and engaging, ensuring that you gain practical insights to enhance your proficiency. • Annual User Conferences: Immerse yourself in a collaborative learning environment by joining our annual user conference. This vibrant event brings together Springbrook Software users from across the globe. Network with peers, exchange success stories, and deepen your knowledge through a series of engaging workshops, keynote presentations, and hands-on demonstrations.
• Ongoing Support and Help Topics: Our commitment to your success extends beyond scheduled events. Access a wealth of resources through our comprehensive support library and help topics.
Whether you have a quick question or need in-depth guidance, you'll find a wealth of information at your fingertips, available whenever you need it. • Training Sessions: Online and In-Person: We understand the importance of choice when it comes to your learning preferences. Our training sessions are designed to cater to both virtual and in-person participants. Join from the comfort of your office or attend a regional training event to experience personalized instruction in a collaborative setting.
At Springbrook Software, we believe that the journey to proficiency is ongoing, and we're dedicated to empowering you every step of the way. Our post go-live training options provide you with the tools and knowledge needed to unlock the full potential of our solutions, ensuring that you achieve your goals with confidence and expertise.
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G.2 Post Go Live Support
Springbrook software offers many options for support. We offer an 800-phone number for immediate support. Hours of operation are 5 AM to 5 PM PST. We also have a Community website, which is available 24/7, that has many FAQ, tips and tricks, videos, webinars as well as case creation. We offer Disaster Recovery Services and refresher training classes from our Community website.
Springbrook Support can be accessed via phone, email, and the Community customer portal. We encourage customers to use our Community customer portal. Customers can find many answers via our knowledge base. You also have the option to create a ticket if needed.
Springbrook Support operates on a severity-level philosophy. If a customer calls in with work stoppage issues, the case moves to the head of other tickets. We let the customer initiate the severity level they believe their case to be. Our Tier 1 agents assess the case and place it in the appropriate queue. Our success is measured in our response SLAs. Critical severity: 1-hour response, High severity: 4-hour response, Medium severity: 8-hour response, and Low severity: 24-hour response.
Springbrook also offers an online 24/7 help system, which includes various webinars, videos, and other documentation in an easy-to-search system. Every Springbrook software module implemented requires sign-off by the client at go-live to ensure the software has been implemented according to previously documented requirements. Any post-go-live issues are tracked to ensure timely resolution.
All agents can remote into customers' computers with permission. Our ongoing maintenance is provided through our engineering group. We release service packs as needed to address software changes and fixes.
Our dedicated team of support agents knows Springbrook software inside and out. The average tenure of our support staff is 10+ years. We get to know your environment and needs. Our Support staff works extremely hard to determine the issue and inform you of the solutions needed to complete the task.
Springbrook has its own Backup and Recovery systems monitoring our Cloud environment. We would often know of an issue before you or your team would identify it.
Springbrook’s documentation is accessible via our online help, which can be searched by keyword, module, or process. This helpful information can be downloaded in PDF format and saved or printed by the user. The online help information is updated with the newest information when available. All support costs are included in the annual subscription fees.
Springbrook conducts an annual conference in partnership with the Springbrook National Users Group (SNUG) that offers multiple training days at various skill levels. Additionally, we host smaller, regional user group meetings nationwide on an ongoing basis.
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G.3 System Monitoring
System Response
As previously stated, Springbrook Support operates on a severity-level philosophy. If a customer calls in with work stoppage issues, that case moves to the head of other tickets. We let the customer initiate the severity level they believe their case to be. Our agents assess the case and place it in the appropriate queue.
Our severity levels are defined as follows:
• Critical severity: System or application is non-functional or seriously affected and there is no reasonable workaround available (e.g., business is halted). • High severity: System or application is affected and there is no workaround available, or the workaround is impractical (e.g., system response is very slow, day to day operations continue but are impacted by the work around).
• Medium severity: System or application feature is non-functional, and a convenient workaround exists (e.g., non-critical feature is unavailable or requires additional user intervention). • Low severity: System or application feature works, but there is a minor problem (e.g., incorrect label, or cosmetic defect).
Response Times
Our success is measured in our response SLAs.
• Critical severity: 1-hour response
• High severity: 4-hour response
• Medium severity: 8-hour response
• Low severity: 24-hour response
If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production database, then the severity level will be upgraded or downgraded accordingly to the severity level that most appropriately reflects its current impact.
Resolution Times
Our resolution goals are as follows:
• Critical severity: Upon confirmation of receipt, Springbrook begins continuous work on the case.
Springbrook will put forth the effort to provide a workaround, fix, or estimated completion date within 72 hours after the problem has been diagnosed and/or replicated, provided there is an agency representative available to assist with issue diagnosis and testing during the resolution process.
After an emergency call/case is received, it would be classified as "Critical," and it would immediately be posted in our urgent channel where the Support owner, key development resources, and IT would be notified to begin an investigation. Communication channels would be aligned to keep the City up to date until a resolution has taken place.
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• High severity: Springbrook will put forth the effort to provide a workaround or fix or estimated completion date within 14 business days after the problem has been diagnosed and/or replicated.
• Medium severity: Springbrook will put forth the effort to provide a workaround or fix or estimated completion date within 21 business days after the problem has been diagnosed and/or replicated.
• Low severity: Resolution for the issue may be released as a patch set or be incorporated into a future release of the product.
Problem Escalation Procedures
Incidents
As previously stated, incidents can be reported to Springbrook Support using the following methods:
• Telephone Support: Springbrook’s live technical support is available during regular business hours of Monday through Friday from 5 AM to 5 PM PST (7 AM to 7 PM CST), excluding Springbrook’s observed holidays.
• Email Support: Springbrook provides an email address ([email protected]) to which Customers may submit routine or non-critical support requests. Email Support Requests will be addressed by Springbrook during regular business hours. • Community Website: Cases can be created on the Springbrook Success Community website, which is available 24/7.
After an incident is reported, Springbrook enters and tracks all incidents in our Salesforce CRM system.
The City’s contact will then receive an email with a case number to serve as a notification and confirmation. Priority and severity are determined based on the incident details.
Chain of Command
Our chain of command for Support is as follows:
• Customer Support Manager
• Customer Support Director
• Senior VP of Operations
Escalation Resources
Springbrook Customer Support has escalation resources in the following departments:
• Engineering
• Product Management
• Account Management
• Services
G.4 Post – Implementation Evaluation Report (PIER)
As a part of Springbrook’s standard services offering, we do not include a PIER report. If this is a requirement for the project, it would be scoped and executed as a separate engagement with additional costs and expenses.
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G.5 Application Upgrades
In the fast-paced world of software solutions for local governments, Springbrook Cloud stands out with its unique commitment to innovation and client satisfaction. Here's how they do it:
1. Weekly Releases: Unlike most competitors, Springbrook Cloud provides weekly software updates, ensuring clients always have access to the latest features and improvements.
2. No Extra Cost: What sets Springbrook Cloud apart is their dedication to keeping clients up-to-date at no additional expense. In an era of add-on charges, this commitment is a breath of fresh air.
3. Embracing Innovation: Springbrook Cloud's proactive approach includes strategic acquisitions of other software companies. This enables them to stay ahead of industry trends and seamlessly integrate cutting-edge technologies into their platform.
4. Inclusive Agreements: All clients benefit from Springbrook Cloud's continuous enhancements without the need for pricey upgrades. They prioritize inclusivity in their standard agreements.
5. Latest Versions for All: By keeping every client on the most current version, Springbrook Cloud eliminates common issues related to outdated software, including security vulnerabilities and compatibility problems.
In summary, Springbrook Cloud's innovative approach to weekly releases, no-cost upgrades, and forward-thinking acquisitions demonstrates their unwavering dedication to delivering the best solutions to local governments. They are the epitome of progress and partnership in the ever-evolving world of software for local government operations.
Springbrook Software's Cutting-Edge Test Environment/Sandbox At Springbrook Software, we understand the paramount importance of ensuring the seamless functionality and data integrity of your systems. That's why we are thrilled to present our Test Environment/Sandbox, a dynamic platform designed for you to explore, experiment, and innovate without any risk to your live system.
A Secure Playground for Precision Testing
Our Test Environment/Sandbox offers a secure haven where you can "play" with your processes and experiment with various configurations, all while safeguarding the sanctity of your real system. This meticulously crafted environment is a mirror image of your live system, ensuring an authentic testing experience.
Infinite Exploration, Zero Consequences
With Springbrook Software's Test Environment/Sandbox, the possibilities are limitless. You can run tests, trials, and simulations without ever worrying about causing disruptions or compromising data integrity.
Our robust architecture guarantees that any changes made within the sandbox remain isolated from your live system.
Refresh at Your Convenience
We understand that the testing landscape is dynamic, and you may need a fresh start at any moment. That's why we offer the unique benefit of refreshing your Test Environment/Sandbox at your convenience, and best of all, at no additional cost. Simply request a refresh, and you'll have a clean slate to continue your testing journey.
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Key Features:
• True-to-Life Replica: Experience the exact environment of your live system, ensuring realistic testing scenarios.
• Risk-Free Exploration: Experiment freely without any impact on your live data or system. • Seamless Refresh: Refresh your sandbox effortlessly, enabling continuous testing and innovation.
At Springbrook Software, we are dedicated to providing the tools you need to optimize your systems while maintaining the highest standards of data security and integrity. Our Test Environment/Sandbox empowers you to innovate with confidence, knowing that your live system is safeguarded. Explore, test, and evolve your processes without compromise with Springbrook Software's Test Environment/Sandbox.
Experience the future of precision testing. Choose Springbrook Software.
Product Direction
Springbrook has a long history of continuous improvement and modernization of our underlying technology. We continue our commitment to improvement through short, medium, and long-term solutions.
In the short term, Springbrook will continue to expand security to our platform by offering an SSO solution across the Springbrook suite of products, starting with our ERP and Analytics suites.
Additionally, Springbrook continues to expand access to data by offering a real-time API that allows for read access to all data in the Springbrook cloud, making it easier to facilitate integrations with thirdparty systems.
Our medium and long-term initiatives include continued improvements to our API technology (including expanding our existing suite of write-access APIs), expanded use of Microsoft Azure cloud resources, and expansion of our payment offerings to continue accepting more payment channels across all our products.
G.6 User Groups/Conferences
Each late October, we proudly host our annual User Conference — a dynamic event designed to bring our client community together for learning, connection, and celebration. each year, the conference offers in-depth training sessions, product insights, and hands-on learning opportunities to help our clients maximize their success. Beyond the educational experience, it’s a chance to network, collaborate, and build meaningful relationships — all while enjoying a well-planned, memorable event filled with energy and fun.
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Section H: Pricing
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Section I: Software Licensing & Maintenance
Agreements
Contract Modifications, Clarifications, or Exceptions:
Springbrook reserves the right to negotiate terms and conditions upon selection. It is our standard practice to use our agreement as the governing contract for all SaaS subscriptions. However, we are happy to review Hawaiian Gardens, CA’s terms and incorporate mutually acceptable provisions into our agreement via an addendum. This approach ensures consistency with our standard terms while allowing us to address any specific requirements Hawaiian Gardens, CA may have.
The confidential Springbrook Cloud Service Master Agreement and Professional Services Agreement are attached separately for your reference.