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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Solution Overview
General Ledger
Our General Ledger and robust financial management features are integrated into all core business processes within our ERP solution. This gives you a comprehensive set of controls relating to GL postings from each of the other modules, for example CIS & Billing, Cashiering, Purchasing, Fixed Assets, HR & Payroll and period close activities.
Each of the modules in our proposed ERP solution integrates directly to the GL accounts, defined in configuration, for their business processes via our account determination feature. This allows you to setup default account posting rules to aid your users in their daily tasks by setting up controls that determine where postings will be made. This feature helps improve financial posting accuracy and reduce rework for the finance team.
The system supports multiple sets of books allowing you to run both US GAAP, Utility FERC and IFRS standards of reports from the system with ease. When making a posting to a GL account, the system will automatically handle the posting into all sets of books in use keeping everything up to date for the finance team.
Chart of Accounts
The chart of accounts lists all GL accounts in use by your organization allowing you separate these by fund and function. You have the ability in our solution to define a GL account used by more than one group once, linking this to the company, fund and other account block entities to give you a streamlined Chart of Accounts that is easy to manage and maintain.
Extending a new GL code across all funds and posting blocks is an easy task, as is creating or deactivating a GL account as needed when your business needs change.
Our GL account is structured with the following attributes:
• Account number
• Description
• Account type
• Posting block
• Open item management
The GL accounts are able to be created with ease during the implementation process via an import template that your staff can also use after the project completes to make additional changes to the chart of accounts as necessary.
When a transaction is posted as part of a business process, for example from purchasing or a manual JV entry, the solution automatically tracks the other organization structure entities including company code, cost center, profit center, project, work order and the underlying business process entity and incudes this data in the GL posting. This means you have complete flexibility on reporting at the GL level and ability to pull data from any of the transactional data sources that are relevant to the posted GL entry.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
GL Structure Core & Extended Attributes
Journal Entries
Our system makes it easy for your finance staff to post manual Journal Entries as part of their day to day tasks. We offer a manual entry screen in the system coupled with the capability to set-up recurring journal entries and import entries from an Excel spreadsheet.
The system allows you to post directly to a GL account with all controls maintained in the GL setup enforced, for example whether a GL is only available for automatic posting and not available for manual entries. The system requires you to balance the entries before posting and allows you to simulate what the postings will look like in the GL to allow you to check your entries ahead of posting. Entries can be reversed with ease allowing you to quickly correct any mistakes made.
Manual Journal Entry Screen
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Recurring Journal Entries can be setup using an intuitive workflow and set to be entered on a regular recurrence pattern, or ad-hoc as needed based on the recurrence type.
The system also allows you schedule the recurring entries to be entered automatically by the system or allows you to run these manually. This allows you to group together recurring entries and process them together allowing your staff to streamline the manual entry process.
Recurring Journal Entry Screen
Fund Accounting
The solution by default supports multi -fund accounting and allows you to setup as many funds and functions in the application as are needed to support your day to day operations.
You are able to maintain budgets by fund, function and GL accounts using our integrated budget management module giving you complete control over budgets at multi levels within the organization structure down to the individual GL account.
Each financial posting includes the fund information which flows through the business process. For example, in the procurement process, the fund can be derived as a part of the purchase order and flows through the goods receipt and invoicing processes. Using our system, your organization can account by funds and analyze transactions per fund.
All relevant financial reports are available with fund and function as selection criteria allowing you to manage the funds create custom reports as required. For a better comparative analysis, you can analyze your Plans vs. Actuals vs. Encumbrances in a dedicated report.
Specific reports, for example Fund Financial Statements, Statement of Net Assets, Statement of Activities, can be used in the system to provide annual reporting capabilities for Funds Management.
Our system supports encumbrance accounting to reflect commitments made by other business processes, for example purchase orders, in the accounting system and attempt to prevent overspending.
Encumbrances allow you to manage your future financial commitments prior to an actual expenditure, integrated tightly to all core business processes and supports the creation of manual encumbrances where an item may need to be entered by you staff.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Each encumbrance item can be easily reported on using our detailed encumbrance line item report allowing you to give your staff and departments visibility into their planned expenditure. Our encumbrance carry-forward process allows you to transfer balances for encumbrance items as part of year end or allows you to write them off in the current period.
Period Close / Year End
The system includes a robust period close management feature and closing cockpit for all closing activities. The GL period control tool allows you to set what posting types are allowed into each period giving you flexibility as to when postings can be made automatically by the other modules and what step in the closing process you are at. For example, changing the allowed step from operational postings to late operational postings will give access only to the specific business processes and access levels that you have defined to continue posting to the specified period.
GL Period Control
The system includes period close creation workflow allowing you to generate all necessary closing tasks for the specified set of books, period and year giving you the ability to choose when to initiate the period close activities, either ahead of or at the end of the period. You can also determine when the period should be closed by, allowing for flexibility in period end entries based on the business rules and allowed steps setup.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
GL Period Close Process
Detailed tasks for the period close activities can be seen in the closing cockpit and user specific tasks summary from their home page. This allows you to see at a glance what step you are at within the period close process, what tasks are assigned to specific staff and their due dates.
GL Period End Closing Cockpit
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General Ledger Report Examples
Financial Reports List
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Balance Sheet Report Sample
Balance Sheet & Income Statement Report Sample
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Fixed Assets Trial Balance Report Sample
Accounts Payable Trial Balance Report Sample
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Budgeting
Our Budget Control solution allows the user to create and manage budgets for all purchasing processes.
This will enable the user to plan the expenditure by month, quarter or year and monitor the availability of the funds for a project or operation. Most importantly, it performs a real-time check during the entire purchase process (shopping cart to supplier invoice) on whether the funds are available by the company/cost center related to the purchase.
The solution is to control how spending occurs based on pre-defined rules and configuration. The user creates a custom budget category with a list of GL accounts per category and can monitor and review revisions to the budgets through an approval process. Each budget entry is associated with every purchase at the line-item level which allows fine-grained control of every purchase in the organization and can be reported on between GL and Budget Categories.
Budgets are tracked through a series of statuses including draft, pending approval, fully consumed, approved, temporarily suspended and closed.
Budget Inquiry Screen
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Budget Detail Screen
Budget Transaction Screen
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Budget Audit History
Budget Authorized Users
Budget Revision Requests
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Budget Integration to Purchasing
Budget Integration to Invoicing
Purchasing
Our purchasing solution allows you to manage the purchasing life cycle allowing you to control and centrally manage purchase requests, purchase orders, multi-level approval and inventory receipts at the warehouse or other receiving locations.
You can integrate and automate your purchasing tasks, such as creating purchase orders, receiving purchase order acknowledgments, and verifying supplier invoices, reducing errors, and streamlining your entire procurement process. In addition, self-service procurement lets your employees create, monitor, and control their own purchase requests de-centrally, giving your purchasing team time to focus on other tasks.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
The purchasing function is tightly integrated to all the other core business processes including work orders, inventory re-order planning and management, financials, and accounts payable. This means that employees in all departments can access and track appropriate information related to purchasing.
Work management integration allows a purchase order to be created specifically for a job, project or work order, allowing stock and non-stock inventory to be procured directly for a project, received at the warehouse or another location such as the job site. This helps you manage valuable warehouse space and purchase materials specifically for jobs to reduce total warehouse inventory on hand.
Purchasing tasks can be automated using core features such as default source of supply for inventory items and purchasing contracts. Coupled with the automatic purchase order creation function you have the ability to set-up core business functions to run themselves with checks and balances along the way for inventory control, budget checking and approvals.
As part of the three-way matching functionality, the system includes a built-in invoice verification tool, allowing your employees to create invoices with or without reference to a purchase order. The system automatically matches references and detects exceptions such as duplicates and variances in electronic invoices. Your team needs to get involved only when such exceptions occur.
Our task list feature gives your purchasing employees and managers a prioritized view of their daily activities. Worklists, with alerts and exceptions, let your employees know exactly what purchasing activities they need to do. In addition, support for self-service procurement within the system allows your purchasing team to streamline and accelerate purchasing processes and reduce the volume of routine purchasing tasks.
Requisitions
The Purchase Requests view allows you to process and monitor all purchase requests received based on projects, jobs and work orders, purchase proposals from the inventory re-order process, and purchase requests created from employee procurement self-service. You can also create purchase requests directly without any preceding documents to handle any direct requisitions needed.
When you receive a purchase request, the requester may have assigned a source of supply to each product. If a source of supply is not assigned to a product, you can assign a source of supply manually or allow the system to propose one based on business defined defaults and purchasing contracts.
Depending on the settings you have chosen for automatic purchase order creation, if all information is complete, the system automatically creates and sends the follow-on purchase order to the supplier if this is maintained for the vendor or allowing you to send it manually.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Purchasing Inquiry
Purchase Orders
The Purchase Orders feature allows you to create, process, and track all POs and related documents, such as PO acknowledgments. You can view a worklist of all tasks related to purchase orders, purchase order acknowledgments, and deliveries, especially those dealing with alerts and exceptions.
Creating a manual purchase order can be done easily allowing you to choose the required products, source of supply, and send the purchase order to the selected supplier. If you cannot find the product you want in the inventory master, you can enter a free-text item. This can result in a sourcing request where necessary to find an appropriate supplier to fulfil the item.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
New Purchase Order Creation
The system also allows you to copy a purchase order item to easily duplicate a PO as necessary.
Automatic creation of purchase orders allows you to define whether a purchase order is created automatically or manually from a purchase request. Automating the PO creation allows you to save time, as you only have to manually create purchase orders in cases where there is no source of supply assigned to the purchase request.
Automatic PO Creation Criteria
Purchase Order Bundling
To streamline purchase order creation and reduce the number of orders sent to suppliers, you can manually bundle multiple purchase requests with the same supplier and create a single purchase order.
You can further bundle the purchase requests by supplier plus one of the following:
1. Delivery date
2. Delivery date and ship-to location
3. Delivery Date and Recipient
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Purchase Requests can also be automatically bundled using the Purchase Order Creation Run and using the selections above to group requests into a single order for transmission to the supplier.
Purchase Order Creation Run
Purchasing Approvals
Purchasing approvals start at the purchase request within the self-service procurement feature and continue into the purchase order. PO approval is optional, although highly recommended from a budget and department control perspective. Approvals can be associated to the PO itself, purchase order item or the purchase order header.
A purchase order item level approval is triggered when there is any change in line item with respect to quantity, price or cost assignment. In this case the changed item is sent for approval to the respective lineitem approver as per the purchase order item level configuration. You can define approval limits for an approver of a purchase order at the user level supporting multi-level approval.
PO Approval Rules
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PO Approval Work Distribution
PO Approval Custom Conditions
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PO Multi Level Approval Settings
Blanket Purchase Orders
Blanket purchase orders can be created in the system allowing you to create a purchase order item limit when the exact details of the inventory or services or expenses are unknown. Instead of entering specific product information into the purchase order, you can set the value limit of the limit item in the purchase order to the maximum value that the unplanned materials, services, or related expenses can cost.
This allows you to enter into a blanket budget cost purchasing arrangement with any supplier you use on a regular basis, helping to streamline your purchasing processes further.
Blanket PO
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Receiving
To complete the purchasing process, inventory is received into the warehouse or other receiving location via the goods receipt process. This allows you to enter delivery details, enter the quantity received and track and variances.
The system presents a list of open purchase orders to be received against to aid in the three-way matching process used to tie together the PO, the goods receipt and the invoice.
PO’s waiting for receipt
Goods Receipt against a PO
Purchasing Report Examples
Purchasing Reports
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Purchasing & Contract Reports
Goods Receipt and goods movement reports
Contract Management
To help your purchasing team ensure that you procure products at efficient prices, our solution includes a robust contract management feature that allows you to buy materials or services based on conditions already agreed between you and the supplier. The contracts inquiry allows you to create, copy, release and negotiate purchasing contracts, and to access information about the entire life cycle of the contract.
Contracts Inquiry
As part of the purchasing contract processing you can create, modify, and approve purchasing contracts.
A buyer can create a purchasing contract from a supplier quote during the RFQ process or manually, without a preceding process to start from.
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Purchasing contracts are usually created for products that are frequently purchased from suppliers with whom a long-term relationship is anticipated. A contract can be defined for a best price or discount on the purchased products allowing you to reduce your operational costs and gain a greater control over spending and supplier performance by managing their contract renewals.
Once approved, a purchasing contract can be used as a source of supply for the procurement of products or services through a purchase order helping to streamline the purchasing process for your staff.
The contracts feature has tight integration to both purchasing and accounts payable processes, both creating links to the contract when a purchase order is created and when the supplier invoice is posted.
This means that from the contract view you can always see all related documents and transactions making it easy for your purchasing team to find and report on this data.
Contract Overview
Contract Item Detail
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Contract Management Reporting
Example reports are included below for reference, City specific reports can be created by your users as needed.
Purchasing & Contract Reports
Bid Management
To allow you to manage competitive tender processes within the ERP, we offer the request for quotation feature within the purchasing system. This allows you to create an RFQ that can be distributed to multiple bidders allowing them to respond to the requested products or services and submit their bids. Our solution includes a workflow-based tool to help you manage both RFQ creation and bid entry and award.
You can create an RFQ directly or as a result from a purchasing sourcing request for a specific material, service or a manually defined product or service not part of any inventory. This gives you flexibility as to how to structure the bidding process and lets you procure anything via this method as needed.
Bidders can be suggested via the matching against the product category, or you can add a bidder manually. The bid request can be linked to a project or work order if the request is for a capital or maintenance activity being tracked in the work management solution.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
New Request for Quotation Workflow
Follow on processes allow you to enter a quote received, manage approvals, track changes and link the RFQ to successful bid award. Bid splits allow you to award the RFQ to more than one successful bidder in the event you would like to distribute the award or order from more than one supplier.
Enter Bid Workflow
Quotes can easily be compared using the side-by-side comparison tool, with the system automatically showing you the most favorable pricing terms and highlighting all other quote terms that the supplier has provided.
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Quote Comparison
Awarded RFQ’s allow you have complete transparency into the document flow for previous and followon processes. In the example below a purchase request triggered the sourcing request and subsequently the RFQ. Successful bid award resulted in the supplier quote being awarded to a single vendor and generated the related purchase request.
RFQ Document Workflow
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Accounts Payable
Our Accounts Payable solution is built around a series of best practices to help your Finance and AP team to streamline their business processes and work more efficiently. From automated processes to aid in payment selection to inbound invoice electronic import the AP module supports your team in taking the load off repetitive processes allowing them to focus on more important tasks at hand.
Three-way matching between the Purchase Order, Goods Receipt and Invoice can be handled with ease with exception management handled directly in the system.
Invoice Entry
Invoice entry starts with the purchase order to allow key information to be copied over the invoice to increase the efficiency of invoice entry. Invoices without a Purchase Order can be entered manually providing additional coverage for this business process.
Supplier Invoice List & Actions Screen
Entering an invoice is easy with the default information copied over from the Purchase Order. In the event any discrepancies exist between the Purchase Order, the Goods Receipt, the Invoice amounts, or prices this can be handled all from the same screen using the general or item's view allowing any variances to be easily captured.
The check button allows you to have the system check for any inconsistencies in the data entered and provide visual cues to the user as to what to do next to help complete the process.
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Supplier Invoice Entry Screen
The document flow tab provides complete visibility into all preceding processes including the Purchase Order, Inbound Delivery, Purchase Requests and Contracts. Navigating to any of these documents allows you to drill down into the specific source document and view all information related to that section of the business process. This makes any research required into the invoice easy to accomplish.
Invoice Document Flow Screen
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Check Processing, Printing and Reconciliation
Printing checks within the solution becomes an easy task with the manual and automated printing feature included within the system by default. The print manager allows you to determine default printers for users and business functions all with security enabled access to ensure sensitive documents are accessed and printed only by users that have access.
You can also use bank transfers to make both automatic and manual outgoing payments.
A bank transfer is completed when the payment information contained in the transfer is made available to the bank or banking software for collection and processing.
The payment file media run process will create the file automatically, or you can create the payment file created manually. The system will use the appropriate bank configuration file format defined during the implementation and make the file available for transfer to the bank.
Vendor File
The vendor master allows you to store all necessary information regarding your suppliers, their communication methods, for example auto emailing purchase orders, business contacts, payment terms, payment methods and more.
Maintaining vendor history while preventing future purchases from a vendor that is no longer used is easily facilitated by changing the vendor status to obsolete or blocked.
Payment method determination allows you to mark a vendor check or bank transfer payments further helping to streamline your AP processes by allowing automatic bank transfers to suppliers who support this type of payment method.
Coupled with a comprehensive user defined fields feature, change log, notes section and attachments feature you are able to store all information necessary on any of your vendors, and report on this information across the system.
Supplier Master List & Search
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Supplier Master
Vendor Processing
Many organizations spend hours manually printing checks on a weekly basis. With our solution you can eliminate the process and print supplier’s checks via Payment Runs. This allows users to create check runs and set them on a weekly schedule for the system to process.
Setting up the payment run is an easy task that can be done during the implementation and then edited as needed by your users. Payment runs allow multiple selection criteria allowing you to slice and dice which suppliers to include on automated payment runs and which you might like more manual control over.
AP Payment Runs Maintenance
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The Automatic Payments inquiry screen allows you to view all payment proposals that have been created by the system, drill down into the invoices that they payments relate to with full transparency and adjust as needed based on the system selections. The process takes the work out of payment management for you by automatically taking advantage of early and cash payment discount terms making sure that you are getting the greatest benefits for your business.
AP Proposed Payments Run
AP Payment Inquiry Screen
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AP Payment Details
AP Payment Invoice Matching Details
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AP Report Examples
AP Reports Master List
AP Payment Aging Summary Report
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AP Payment Aging Detail Report
Accounts Receivable
The reports engine allows you to slice and dice data as needed with powerful filter selections and makes it easy for you to switch output method supporting charts, grids and cross tab queries where appropriate. Example reports are included below for reference, City specific reports can be created by your users as needed.
Customer Management
The customer master feature of the miscellaneous receivable module allows you to setup and maintain all necessary information about your customers, create invoices and track their collections dunning levels at any point in time.
The system features an innovate duplicate account check when creating a new organization or private individual account that allows you to ensure that you keep good data quality in your application.
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AR Customer Master
Delinquency Tracking
Delinquency tracking is handled in our ERP solution via the dunning module. This allows you to use dunning notices or payment reminders to inform customers about amounts due on their invoices.
You can use a dunning run to determine on a regular basis all the invoices and down payment requests for which payment is overdue or due shortly. The run generates a dunning proposal list, which you can review and edit before the dunning notices or payment reminders are created. The dunning run bases its proposals on the dunning strategy defined in configuration.
After you have reviewed, and edited, if necessary, the dunning proposal list, it can be released.
The dunning notices or payment reminders are then sent to your customers by fax or e-mail or printed for sending by mail. If you are sending by mail, you have an option to group all dunning notices to a customer to a specific “dun-to” address if you want to send all reminder letters and dunning letters to an address other than the main address of the customer. The dunning strategy allows you to create unlimited dunning strategies for use in the system. Through this configuration you can maintain the necessary threshold dollar values to trigger a dunning task and the steps and follow up tasks that each dunning strategy contains.
Each dunning level allows you to associate default fees, percentage penalties and attach a communication template layout to be sent to the customer.
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Dunning Strategy Setup
Dunning Strategy Reminder Steps
Dunning strategy determination allows you to define what types of dunning reminders to send to specific customer types. This allows external vs. internal organization department customers to be handled differently as required or allows you to associate specific one-off dunning streams to individual customers as needed.
Delinquency Reminder Dunning Run
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Reconciliation
Our solution includes a robust reconciliation tool built around the core concept of bank statement management that will help your team maximize their productivity and save time in what could otherwise be a very timely process of account reconciliation.
Whilst reconciliation processes can differ between organizations, our system uses a unique workflow processto encompass the core reconciliation tasks to make sure that matching transactions across ledgers and bank statements is as easy as possible to help improve the financial accuracy of your accounts.
Our system allows you to pull data from the general ledger and compare it to your bank statements and invoices to quickly reconcile accounts. Manual Items can be entered to allow for items on the bank statement not yet in the system with full supporting documentation for each item possible with attachments and item descriptions supported as part of our core process.
Exception management is automatically handled in the system with items and the bank statement able to be flagged for further processing, creating tasks in the appropriate user’s work center to action if necessary. Each exception allows you to drill down to a payment allocation screen where you can match the item to a customer, supplier, specific invoice or directly to a GL account.
Transaction matching can be done manually or by proposals made by the system during a bank statement upload process to make the process as seamless and flexible as possible.
Bank Reconciliation – Bank Statement Inquiry
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Bank Reconciliation – Bank Statement Detail
Bank Reconciliation – New Bank Statement Wizard
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Bank Reconciliation – Open Statement Item Selection
Bank Reconciliation – Manual Statement Item Creation
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Bank Reconciliation – Manual Item Payment Allocation
Bank Reconciliation – Bank Statement Import Tool
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AR Report Examples
Miscellaneous Receivable Reports
AR Aging Report Sample
Bank Reconciliation – Liquidity Management Reports List
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Bank Reconciliation – Cash Summary Report
Project and Grant Accounting
Project Accounting
Our ERP solution includes a robust project accounting feature that allows you to create simple or multitask projects and manage their costs, staffing and overhead allocations within the system.
The Projects feature allows you to have different cost centers allocated to different project task lines making a multi department project easy to manage with costs being allocated to the correct cost center.
Project specific settings allow you to manage time entry and payroll charges directly to the project, integrate directly with grants and the budget features within the system.
The integrated staffing and purchasing features allow you to procure materials directly for the project and allocate staffing time to the project with ease.
The budget vs. actuals feature allows you maintain track of costs against the planned expenditure and measure the project throughout its lifecycle.
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Project Summary Screen
Project Report Examples
Example Project Reports
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Grant Management
Our Grants Management feature provides the following capabilities to the City, allowing you to:
▪ Record all funding received for grants, including internal funds ▪ Schedule and perform tasks related to managing grant funded projects ▪ Differentiate between eligible and ineligible costs for invoicing the sponsor ▪ Invoice the sponsor
▪ Report all grant related costs and revenues
Grants Inquiry Screen
Grant Applications
Grant application tracking can be handled in the system with ease, allowing you to track all key attributes regarding the grant and various funds that the grant applies to.
Grants Application Screen
Grant Tracking
Tracking the grant throughout its lifecycle can be handled in the application via the user defined tasks and steps that apply to the specific grant. This allows you to create custom defined checklists for each grant and confirm who is responsible for each and their due dates to meet the terms of the grant.
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Grant Report Examples
Example reports are included below for reference, City specific reports can be created by your users as needed.
Utility Billing
Rates Management
Our solution provides a market leading rates engine capable of handing the most complex rates that your utility can require. From a simple rate through to a complex time of use or demand rate our system allows you to setup your rates with ease using our charges screen and the rates management portal.
We support a range of rate structures including usage-based charges, demand charges, time of use (TOU), tiered monthly, tiered daily, threshold, index (real time or day ahead LMP), or custom rates as required.
Each rate consists of all charges that are possible within the scope of the specific rate including all base charges, usage charges and additional fees that can be levied against an account using this rate. This makes it easy to ensure that the charges applied to an account whether from regular billing cycles, final billing cycles, connections and disconnections or other service charges are accurate, helping prevent billing errors and improving customer service.
The example water rate below allows you to see all administrative fees, then the usage charges by meter size according to the meter size installed on the service location the account is moved into.
Effective dating on each charge item allows you to handle rate changes with ease and allow you to handle billing across rate periods.
Seasonal rate periods allow you to handle summer and non-summer rates with ease combined with other rate components, for example peak and off-peak rate periods also known as time of use.
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Rate Management Portal
The charge details screen allows you to setup the rate components and the detailed charge items.
Charges can be associated to a range of charge levels, associated to different customer types and service types. This helps ensure the right component is used on each rate for the customer type being billed.
The charge setup section allows you to determine the rate determinants, for example the meter size and specific base rates, time of use periods, demand rates and seasonal rate periods.
Water Rate Charge Detail
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The charge detail screen is dynamic and presents fields relevant to the service type being billed. IN the example below, you can see the charge settings fields change related to the type of charges being billed, in this case relating to KWH charges billed in actual energy consumed.
Water Demand Charge Detail
Billing
Billing processes in our solution are based on a set of predefined cycle billing dates. This billing calendar allows you to manage all cycles in advance and handle all activities related to billing, for example meter extracts, reading tasks, reading upload, pre-bill meter read approval and billing.
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Billing Cycle Definition
Reading routes allow you to group each of the meters into groups according to the reading schedules.
Each route can contain both traditional reading meters and advanced, AMR or AMI meters.
Meter Reading Routes
Our meter reading dashboard allows you to see at a glance all detail relating to your meters in the field, and their read quality.
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Meter Reading Dashboard
This dashboard also allows you to see the status of reading files or reads available from your AMR or AMI meters. This helps to keep track of where each reading file is in the billing cycle and whether to wait for all reads or bill based on estimates, for example in periods of bad weather when reads may not be available.
Meter Reading Dashboard - Reading Progress
Following on from the meter reading import process the system then performs a series of VEE validation tasks, triggering exceptions for your billing team to review when the meter reads fall outside of your validation rules.
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VEE Reading Routines
Once reads are passed from the MDM to the CIS, billing can be set to run in the background, executing a series of tasks that trigger the bill calculations, billing approval tasks as needed for additional high-low validation, bill print runs and post billing processing.
As a further step to the MDM VEE routines, the billing process will trigger billing exceptions based on the system rules. This helps notify you of issues that occur during the billing process and will show on the Billing Approval screen next to the account that triggered them.
Billing Exceptions
The billing approval screen is the penultimate step in the billing process and allows you to check all accounts with exceptions to help improve bill output quality and reduce customer service complaints.
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Billing Approvals Screen
Customer Service
Our ERP suite includes a market leading CIS solution, integrated directly to our finance and accounting system to allow you to successfully engage with your customers, manage the day to day activities of providing utility service to your citizens and handle daily reconciliation tasks with ease.
Account & Customer Management Overview
Using the simple and advanced search features within the CIS you are quickly able to search based on a range of criteria including account, service location, customer, payment amount, bill info and tasks.
The search results grid allows you to ensure you have selected the right customer by presenting a series of core information fields available to get to the right customer.
Search by Service Location
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Advanced Search by Customer
Our account management feature allows you to store all information relating to your customers and their interactions with your Utility in a single place making it easy for your CSR’s to handle customer calls efficiently improving customer service and satisfaction. The system supports creation of a single person record and multiple accounts allowing you to have a single customer record for each customer and multiple accounts.
Whether your customer is interacting with the CIS via the self-service website or telephone, in person or our chat feature, all interactions and conversations are logged into one central customer master allowing you to always have a consistent picture of your customer and accurate information to help them when they need it.
Our customer inquiry screens provide your customer service team with easy access to view and manage customer account information. The system has been designed to allow you to see all relevant information on the main screen to handle 90% of customer inquiries. Furth details are easily navigated to directly form the inquiry summary allowing you to get deeper into the customer data and help address more detailed customer queries.
From this screen the user can immediately see high level status, balance, collections and AR aging information with an alerts section that allows you to see account specific information like the status of a payment arrangement or pending disconnection tasks.
Additional tabs allow you to access specific account entities including locations, billing history, payment history, service orders, messaging history, chat messaging, audit trail and ad hoc notes, allowing users can manage the account manually, including the ability to take payments, generate refunds, manually disconnect or reconnect a meter, etc.
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Customer Inquiry Dashboard
Customer Inquiry Location / Service View
Account Flags
The CIS allows you to define unlimited account flags that can be used to warn and notify a CSR of specific activity or actions on the customer account. For example, that the account is subject to a winter cold weather moratorium rule or pending disconnect.
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Configurable Account Flags
Move In
Move in transactions are handled within the system with ease via a guided workflow that allows you to standardize your process for all staff to follow. This helps enforce consistency in the process and level of customer service you are providing to your customers.
If the location selected for a move in is already actively billed on another account, it will create a force move out on that location. You will see the Status change to Pending Move Out on the Location tab. The Location Status alert in the upper right-hand corner of the User Interface will show yellow and say Pending Move out when you click on it.
Move In Workflow
During the move in you have the option to search for a range of criteria to find the customer account or create a new one. The CIS solution also supports you in managing skip/trace and returning customers with bad debt using our innovates duplicate account checking feature. This helps you identify customers who may have a bad debt or write off balance and ensure that the utility is able to recover these funds within your business rules.
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Move In Workflow Customer Creation
When selecting the location to move into the system allows you to determine which service to connect and the associated deposit and rate plan details for the services. Completing the move in will create any necessary follow up service orders as required based on the current status of each service.
Move In Workflow Location Selection
Move Out
Processing a move out is an easy one step activity, allowing you to select the location and services to which you wish to disconnect. This creates the necessary service orders to disconnect the service as required by your business rules or connect the service to a landlord or property management account in the event that the location is setup with these details.
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Move Out Workflow
Customer Communications / IVR / SMS
Our CIS solution incorporates a sophisticated, web-based telephony infrastructure that handles millions of SMS text messages, and outbound auto-dialer calls every day. In addition, our system incorporates a pre-built IVR capability with full text-to-speech feature and direct integration to the CIS to perform tasks like payment creation, account information inquiry and other key tasks.
The CIS ships with a range of pre-configured notification template events, with all the major events including payment related tasks, enrollment related tasks, usage tasks, negative balance tasks, disconnect warning and disconnect tasks, part of the core configuration of the system. User defined events can easily be added throughout the implementation process or after by your staff to easily support changing business practices or regulatory requirements.
Messaging Manager
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Using the Messaging Manager, a variety of messages can be easily configured in the CIS system including:
▪ Notification or Alerts
o Automatic notifications that are sent from the system based on an event, a predefined schedule or an account process
▪ Campaign Messages
o Messages that are sent in bulk to a targeted group of accounts ▪ Bill Messages
o Messages that can be displayed on the bill given the bill template allows for bill messages
▪ Ad Hoc Messaging
o Messages that can be sent by the customer service representative to the customer on an ad hoc basis
The system differentiates between notifications and alerts with the latter being mandatory messages that the customer cannot opt-out of whilst allowing the customer to select the communication preferences for notifications.
Messages can be either event-driven, scheduled or triggered based on other criteria. Alerts are typically event driven and notifications typically scheduled. Dunning messages to process collections tasks are easily maintained in the messaging manager allowing a streamlined collection’s process to be setup for your customers based on specific criteria relevant to your business processes.
Messaging channels allow the message or alert to be sent to the customer. Setting up multiple channels allows your utility to stay in contact with your customers in the manner they prefer and is a great way to drive up customer satisfaction. Three messaging channels are available by default; ▪ Email
o Both plain text and HTML emails can be sent
▪ SMS Text
o SMS (short message service) texts are standard text messages sent to a phone number.
SMS texts can be sent from the CIS.
▪ Auto call
o Auto call is an automated voice phone call that can be made to a phone number.
System variables can be included in messages. An example of a useful system variable to include in a message is adding the {PaymentAmount} variable to a payment confirmation message. This data will be filled in dynamically by the system during the triggering event. Once your notification or alert template is created, add your message by clicking on “Add New Template Body” and create your channel.
You can create an Ad Hoc message directly from the Account screen, electing to send either an Account Statement, or an Ad Hoc Message. Upon selecting Send An Ad Hoc Message, it will open the dialogue below.
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Sending an Ad-Hoc Message
The Chat Messages screen can be used to view and manage bulk chat messages. You can filter on chat status (e.g., Unanswered) and then do a search in order to easily manage the chat session(s). There is a growing, library of keywords to assist your customer service team members in managing their chat sessions.
Chat Feature
In addition, the solution incorporates a full marketing campaign and public service messaging capability, allowing you to send SMS, email and auto- dial messages to a specific list of accounts as defined by the end-user.
Meters & Meter Reading
Meter management is handled directly in our embedded MDM solution, with the CIS kept up to date as to which meter is connected to a specific service at a specific location for billing purposes. All meter reading activity whether via traditionally read meters or smart meters of all types, including AMR and AMI, is handled via the MDM solution with billing and meter reading schedules set by the bulling schedule within the CIS.
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Integrated MDM Meter and Reading Summary
MDM Meter Details
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CIS Location / Service Meter and Assets Info
Meter types allow you to define meter defaults and use these in the meter creation process. This helps to standardize the inventory, installation and billing processes improving accuracy.
Meter Type Management
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The meter upload process allows you to create meters directly from a file provided by the meter manufacturer.
Meter Upload Process
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Meter Upload Process Confirmation
Assets associated to the meter, for example ERT’s or other read repeater devices can be attached directly to the meter via the upload file or manually via service orders, for example via a replacement task or meter repair process.
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Meter Upload Process
Compound and linked meters can be handled with ease in the solution, allowing you to support the creation of complex meters in the system.
Compound Meters
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Linked Meters
Collections
Collections tasks and processes in our CIS are managed via the collection stream steps taken to collect payment when a customer is past due.
Collection streams are created in the Administration module with multiple streams existing to service different types of collections activities. There is one model each for Bills, for Payment Arrangements and for Deposits. Each model has its own collections timeline. Collections streams are assigned to a service rate so residential and commercial customers can have different timelines and/or scheduled collections actions that occur.
Each collection stream then triggers follow-up "actions" that occur on the number of days from the due date. E.g., generate late fee, send notification or letter, write off balance, disconnect customer or default payment arrangement. These actions show up on the Balance History, within the collections tab, letters show on the documents tab, and fees will show on the payment tab in the Payment History.
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Collection Streams
If you select the Last Action hyperlink, the system will display each collections action tied to a specific entity (Bill, Payment Arrangement or Deposit) that occurred after the item was due - with their respective action date and amount owed on that date.
Whenever a collections action occurs on an account, it will be logged and visible from within that account. You can view the collections actions related to an account by accessing the account and clicking the Billing tab and then the collections button.
Account Collections Tasks
Letters that generate as part of the collections process will show on the Documents tab within the account. You may see the date it was created, the delivery method and even download a copy of the notice if needed.
Account Collections Communications
Payment Arrangements
Payment plans are agreements made with customers that enable customers to pay off money owed to the utility. Payment plans allow a customer with existing debt on an account to continue or restore service without paying the entirety of the debt in advance.
Payment Arrangements can be offered over a set term and can be setup based on your business rules and discretionary policies.
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We also support the concept of Payment Extensions allowing you to give a customer an extension on their bill due date. For example, if a customer is past due and the service at the service location will be suspended on the 20th of the month, but the customer will be unable to pay until the 29th, they make request a payment extension until the 30th. Using our system, you can grant this extension, deferring the service disconnect until the 30th. These extensions are recorded in the system as payment pans and delay the date the collections stream begins.
Payment Arrangement Creation
Payment arrangement can be edited to allow you to modify the arrangement installment dates, accelerate the installment dates and put the protected balances back on the customer’s account and remove the plan entirely.
A payment arrangement letter can also be triggered via the system when an arrangement is made with the customer.
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Payment Arrangement Editing
Service Orders
Service orders can be generated from a range of automated processes including collections, move-in and move-out, in addition to manual or 3rd party integration creation.
Our system allows you to streamline your service order creation processes and route the orders to the correct team for action, including supporting automatic dispatch for certain order types based on configuration. For example, a re-connect order processed by a certain time of day may be automatically dispatched to the crew operating in that location/district for the defined day.
We also support a range of other dispatch rules, for example dispatching out of hours tasks as necessary to the appropriate crews.
Service Orders can be viewed within the system using the service order inquiry screens and also from the field mobile dispatching screens. This gives you a lot of flexibility in reviewing the service orders, what tasks to assign to specific crews and viewing service order progress.
When a service order is actioned in the field the system is able to automatically update the status of the account in the CIS. This gives your CSR’s real time visibility into the status of the field service requests and lets them know if a disconnect is perhaps already in progress.
Using this information can avoid customer service complaints when a customer pays after the order has been actioned in the field or is about to be. Payments also have the capability to automatically cancel a disconnect request, in turn alerting the crew on the field mobile device that the order has been updated.
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Service Order Inquiry
Service Order Account Inquiry
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Service Order Manual Creation from Account
Disconnect Moratoriums / Cold or Warm Weather Rules
A disconnect moratorium allows you to set up a moratorium when an event such as extreme weather occurs (either heat or cold) within a specific area. The moratorium prevents all disconnects from processing during the event, and for any meter in the area that is the part of the event. A Disconnect Moratorium is further defined by a specific date and time.
Disconnect moratoriums can be set up to prevent disconnection due to weather events or other significant days such as Fridays or holidays. The Weather Moratoriums section contains the fields displayed in the table to the left.
During the heating season, weather moratoriums may be automatically placed within the system based on the NOA weather service. Smarty streets is also utilized to verify the accuracy of the city information.
You may also choose to initiate account protection for an unlimited amount of time, adding a flag to the account to prevent them from being disconnected.
Bill Printing
Bill printing is handled based on the bill template selected for the specific customer class and allow you to have multiple bill templates for example for residential vs. commercial service. This template manager is built directly into the CIS giving you complete flexibility over the bill printing solution and allowing you to make edits as necessary.
Our solution also integrates to InfoSend or other bill print and mail services to ensure seamless transition of mailings to your customers.
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Bill Print Document Templates
Refunds
The Refund Queue is used to manage accounts that have credit balances after closing. You can use different actions from the drop-down Refund Status to search for refund data as needed. Refunds can be automatically proposed by the system and verified by your staff before processing giving you a high degree of control over deposit refunds and other refunds that you might want to review or allocate to bad debt on other accounts.
When the refund is processed the system will generate a refund check run directly from the CIS or integrate directly to the accounts payable feature within the ERP solution to generate an AP vendor and disperse the check via the ERP check generation runs.
Write Offs
Terminated accounts can go into collections based on your collections model in the same way that an active account will, however for terminated accounts the wrote off process is necessary for bad debt management. For such accounts eligible for write off, a Collections flag will show on the Account screen, and you can view the account in the Write Off Queue.
From this queue you can select which transactions you wish to write off after an account is final billed and a balance is still owed.
If a customer comes back on active service with the utility, you have the ability to perform a write off reversal feature that allows you to reinstate the balances to the customer’s account for payment before service starts at their new location or addition to the account as your business processes dictate.
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Write Off Manager
Conservation & Energy Rebates
Our ERP solution includes a market leading energy management tool to allow you to manage complex C&I and residential conservation scenarios.
Report Examples
Active Accounts Sample Report
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Bill Deposit & Payment Arrangement Accounts
Accounts Receivable and Trial Balance Report
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Customer Portal
Our Customer Portal gives your customers direct access to create and account, manage their account, make payments and handle service requests all from their mobile device or desktop.
The portal is built using responsive technology and designed with accessibility in mind to ensure it has the widest reach to your customer base and overall ease of use across a range of device types.
My Account Home Page
My Account Mobile App
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Account Registration
Account Registration is handled with ease allowing your customers to enter the account number, zip code, and the mobile phone number or email address on file to validate access to their account and setup an online profile. This process then sends a tokenized security notification to the customer to ensure they are the customer trying to gain access for enhanced security.
My Account Registration Page
Account Summary
Once authenticated the system provides a detailed overview of the account status, billing and balance information, consumption history and allows to initiate a range of account actions.
My Account Summary Page
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Account Payments
Making a payment has never been easier with the customer able to make one tie payments by e-check, credit card or setup recurring bank or credit card drafting agreements. e-Check payment setup screen
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Credit card payment setup screen
Account Actions
Allowing your customers to keep their information up to date is facilitated by the customer portal, giving them the ability to update their core customer formation including address and contact details. They can also opt-in or out of any communication preferences that you allow.
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My Account Summary Page
Enrolling in service and carrying out other tasks like transfers and move outs can be handled online by the customer, with the CSR’s able to confirm and complete the processing of the transactions as necessary.
My Account Enrollment Workflow
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Mobile Service Orders
Our mobile service solution includes a fully featured dispatch and order routing module that allows you to manage both service order related to the CIS and work orders for both capital and maintenance tasks.
Crew definition allows you to determine the field staff structure and equipment relationships with multiple employees able to be associated with a crew or made up of one employee to reflect the differing crew structures across the various departments of your utility.
The scheduling board allows you to see at a glance all orders requiring action with ability to sort, and filter based on priority, completion dates, customer appointment times and geographical groupings.
Schedule both work orders and service order to the same crew as needed to help manage the workload or make best use of drive times and daily job routes.
Collections related service orders allow you to prioritize based on balance or other characteristics such as how overdue an account is in the event you have more orders than are possible to be carried out, having the greatest impact on your collections processes and revenue recovery.
Service & Work Order Scheduling & Routing Board
Service & Work Order Routing
Our solution supports automated crew routing based on crew start locations and desired end locations.
Crews can start and finish at different locations and do not need to start and finish at a utility location, allowing for example, certain crews that take their vehicles home or are on call to be able to start from their current location.
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Crew schedules are traditionally set at the beginning of the day, however as priority work orders come in throughout the day these can be automatically scheduled to the crew working close to or within a geographic area and the crew diverted to this new order.
Routes can be planned, and orders assigned to routes on a crew by crew basis or by using all crews at the same time, or a subset of crews.
This allows you to plan different work at different times and handle the difference between utility crews, for example planning the water crews and electric crews by different supervisors or team leads.
Route Planning Selection
Following a route plan completion, the system allows you to review the proposed start and end times, driving time and total distance before approving the plan and distributing the work and service orders to the crew mobile device.
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Route Planning Review
After applying the plan, the system allows you visualize the driving route on the map and the daily crew calendar widget that allows you to see crew workload.
Route Planning Map and Grid View
Messaging with Crew
From the Dispatcher, users can send messages of varying priority levels to one or more crews. You can also see which crews have read the messages.
Crew Mobile Application
Our mobile solution supports your crews with visibility and capture of data in the field in real time allowing your field staff to perform a range of tasks including; ▪ Viewing and updating work orders
▪ Viewing and updating service orders
▪ Creating work orders from points of interest or existing assets ▪ Perform asset inspections
▪ Entering time
▪ Entering material inventory usage and adjustments
▪ Updating comments, adding notes and setting order statuses This functionality combines to deliver the following benefits to your field staff ▪ Faster and more accurate field data capture
▪ Flexibility to be used across multiple work order types.
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▪ GIS and GPS integration
▪ Ability to work in online/offline modes (avoid issues caused by network drops and no black spots)
▪ Data capture across different applications (Android, iOS) ▪ High contrast user interface with large controls
▪ The ability to create workflows that address specific needs (Scroll Bar vs. Multiple Pages, Check Box vs. Drop Down, etc.)
With the crew updating their orders in the field your organization and back office staff as a whole can realize additional benefits including:
▪ Elimination of in-house data entry from paper forms
▪ Reduction in contract management times and issues
▪ Smarter field staff management through greater visibility of work orders status and location ▪ Smarter balancing of multiple work crews by in-house administrators ▪ Reduction of backlog – often organizations have months of backlogged paper-based data entry. ▪ Higher data quality through enforced business rules
▪ Ability to monitor activities more closely.
The field client has the ability to work in both online and offline modes, using a ‘Store/Forward’ method where all data is stored locally. When there is no connection the field client will continue to poll for a connection and once a connection is made the information will automatically synchronize to the backoffice ERP solution. This process means that the end user does not need to be concerned if they have a connection or not as it handles this process automatically.
Field staff can create reactive or unplanned jobs in the field using the mobile device. These jobs can be sent back to the ERP system and stored for future processing and dispatch to the any crew.
The mobile application has the ability to store and display GIS data so that field data works can be integrated with GIS information, where required, for accurate asset selection etc. The field client application supports GIS data in both MAPINFO TAB file format and ESRI shape file format. GIS data is stored locally on the device so users will continue to have access to the GIS data in the event of no network connectivity.
As shown in example below, once a field user logs in successfully, they will be directed to the home page where the user will be shown all work orders assigned to that user. It allows crews in the field to view work details (safety information, maintenance history, etc.), perform inspections, update work orders (mark them complete, edit work order, add notes, add time and materials used, etc.), and collect spatial references. Updates performed from the field can substantially reduce the administrative work required by office staff to update the asset repository.
Users can attach pictures to work orders and capture signatures, view details about the customer, including their contact information should they need to discuss the work with them and also see their work orders in a GPS map view.
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Field mobile application home screen
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Field mobile service / work order screen
Field mobile service / work order image capture screen
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GIS Map View on the Mobile Device
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Cashiering/Cash Receipts
Cash Receipts can be entered manually or automatically matched as payments from the bank via the payment matching process and payment runs. Manual entry of the payment can be handled via the Incoming payment screen directly accessible within the customer invoicing work center, with specific payment amounts able to be split across multiple open invoices and items for the customer selected.
Manual Payment
Payment clearing runs allow you to match payments entered from the bank statement via the bank reconciliation process to the invoices based on defined criteria.
Automatic Payment Clearing
Capital Assets
The ERP solution includes a module dedicated to the management of your fixed assets, allowing you to manage the whole fixed asset lifecycle across organizational assets like fleet equipment, buildings and software to infrastructure assets in one place.
Asset classes and account determination profiles allow you to control and differentiate fixed assets within your city and ensure that the necessary postings form transactions including asset acquisition,
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capitalization, depreciation and disposal are carried out in conjunction with the accounting structure.
Using multiple sets of books, you are able to support GAAP, IFRS and FERC accounting standards with ease.
Creating a new fixed asset is easy, the system supports manual creation of a fixed asset, additions and removals to an existing fixed asset or CPR asset and integration to the purchasing process and work management modules to allow you to create new fixed assets from a PO based on a range of values or directly from the work order.
Our work order integration allows you to create and retire assets based on work carried out in the field with full integration to the capitalization and depreciation processes. Construction Work in Progress and Retirement work in progress can easily be managed at the work order level and capitalized as the end of the job or as necessary during the life of a specific work order.
Fixed Assets Master
Fixed Assets Valuation Details
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Fixed Assets Reports List
Business License
Univerus will integrate with the City’s chosen Community Development solution.
Human Resources
Core HR
Vista Human Resources provides the tools to streamline the process of maintaining information for your employees—from the new hire wizard to status changes and promotions all the way to termination.
Vista HR unleashes the power to create and maintain an organized database of employees, dependents, positions, and jobs. You can use Vista for the simple tasks of tracking basic employee data, as well as managing any type of employee information that supports your company’s internal Human Resources programs. Vista HR includes many features to make your job simpler:
• Employee management and reporting
• Tracking of detailed employee information (e.g., demographics, employment, skills, education, licenses, compensation, history)
• U.S. compliance reporting (e.g., EEO, OSHA, FMLA, ADA, IRCA, Vets 4212, ACA, HIPAA) • Extensive history reporting capabilities
• Pay grades, steps, progression, and mass updates
• Tracking of organizational reporting relationships
• Complete electronic document management
• Salary and bonus administration
• Goals and performance management Vista Human Resources grants you instantaneous access to employee addresses, phone numbers, dependents, and emergency contacts, based on everyone’s security access. In addition, you can track employees’ educational backgrounds and skills. You can also store images such as photographs, licenses, certificates, visas, etc.
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Employee Self-Service
Vista Self-Service provides your users with access to their company information, department information, and user information. Security layers ensure that employees and managers can access only the information they need.
Employee Self-Service offers a gateway to employee-based items, which places administrative tasks in the hands of employees by providing access to their own personal data. Tasks may include change of address, benefit updates, marital status, payroll filing information, and more.
Employee Self-Service is completely configurable. It can be implemented gradually within your organization in phases. As your company and employees become comfortable with its use, the selfservice function can ultimately save you time and reduce costs.
Self-Service is inherent in the application!
Mobile is included
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Online Paystub / Tax form Access
Employee’s paystubs can be emailed during the payroll process or at any point in the future on mass from the person processing payroll, there is also an option through the employee self-service portal for employees to download their own paystubs ongoing as well as update their contact information.
Personnel Actions
Hire
Creating a new employee is easily handled via the new hire process, accessible from the HR administration tasks dashboard. An employee new hire wizard allows you to step through the necessary screens to create an employee, their personal data and employment information relating to the role they are being hired into.
If using the Vista Recruiting component, the data collected during the Applicant Process will be fully integrated into the Vista Core HCM. If using another application, PDS could provide an interface into our new hire process. The new hire process is configurable allowing the customer to capture what they need to create a new employee’s record. PDS guides the staff through this process with a New Hire Wizard.
The next few screens shot demonstrates the New Hire Wizard.
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Completing the hire wizard results in the successful creation of an employee and follow-on task such as onboarding. Notifications can also be configured to send out to Facilities, IT, Security based on this new hire event.
The Analytics component in Vista allows you to use graphs and charts to analyze data in Vista, everything from basic information to advanced statistical models. Vista Analytics are available in Vista’s Human Resources, Payroll, Benefits, Time Management, Recruiting, and ACA Management applications.
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HR Administration – Task Management Dashboard
Vista Workflow enables you to define and enforce business process steps for any personnel transactions. Workflow allows the stream of information with or without related documents to be passed to different users in a pre-ordered fashion. Optional requirements for input and decisions can be applied at each step, allowing for flow changes based on user input. Users are notified of flows via the Vista browser, Text and by e-mail. You can define workflow templates for different applications, users, and time periods.
Each organization defines its own workflow processes for different types of employees, applicant, and self-service changes. The number of steps and the types of steps defined for each workflow can vary.
You can define a workflow to request approval from an individual before a record is changed or to simply notify someone of a change. You can also define a workflow to do a combination of approving and notifying. For example, you may choose to define a workflow in Vista that starts when an employee enters a new address. Vista Workflow notifies the employee’s manager. Then, once the manager acknowledges it, the changes are saved to Vista. If, for example, the employee’s new address impacts tax status, an approval could automatically be sent to the payroll manager. When a screen is workflowenabled, the Submit button changes to display Submit for Approval. Once the employee clicks the Submit for Approval button, the change request is sent according to the workflow template that your organization established for that change. The change is not reflected in the employee’s record until it is rerouted and/or approved by the people defined in the workflow process. Depending on the workflow
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your organization has defined, the employee may or may not be notified when subsequent action is taken.
Access to workflows can be found in the notification link in the browser or mobile app. Please note that the solution offers detail Audit Reporting around workflows too.
HR Administration – Hire Employee Workflow
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Transfer
Transferring an employee between positions within your organization is a simple one step process that is also accessible from the Employment page of the person’s record. By clicking the Change Primary Role, HR Administration can make changing positions possible.
HR Administration will have complete control of when this change becomes effective, i.e., whether immediately or in a future using the effective date.
Entering a transfer date and new role assignment information is all that is required to handle the transfer, allowing you to see briefly their current organizational assignment and select their new role within the same department or a role outside their current department.
Note: events like this may trigger other workflows configured to inform others of such a move.
Terminate
Employee termination is also accessible from the Employment page of the person’s record, is also a simple one step employee action in our system.
Once you have selected the employee to terminate you are presented with a range of options regarding termination category and reason to help categorize the data appropriately for reporting purposes.
Saving the termination entered allows you to complete the termination process and triggers automatic follow-up actions to revoke system access and perform other tasks.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
HR Administration – Terminate Employee
Re-Hire
Performing the re-hire process is easily accessed from the Employment Page of a Person’s record.
Allowing you to re-hire a previous employee and define the same characteristics for the returnee as the regular hire process.
Maintaining information that has changed between their last working for your organization can be done easily from the employee master as part of their re-hire process. Completing the re-hire wizard follow up tasks and other workflows can be configured. During implementation, our professional services team will help you draw up procedures specific to your operation. This will help you define the statuses you need and decide how and when these statuses are changed. as necessary and allows you to reactivate their system access once again should this be required.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
HR Administration – Rehire Employee Task
Employee Master File
Our employee master is fully integrated showing HR, Payroll, Benefits information in one location.
Allowing you to track all necessary information relating to your employees in addition to core biographical and reporting data required to meet federal and state compliance, including, for example, the EEO-1 report.
Vista HR unleashes the power to create and maintain an organized database of employees, dependents, positions, and jobs. You can use Vista for the simple tasks of tracking basic employee data, as well as managing any type of employee information that supports your company’s internal Human Resources programs.
The system allows you to track all contact information, maintain addressees, track disability related information, military service, ethnicity and any other additional data via core or user defined fields.
The Vista Payroll application seamlessly integrates with the Human Resources and Benefits applications, eliminating the need for entering and maintaining duplicate information, while still allowing for decentralized processing with centralized reporting.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
HR Employee Master Screen
Employee job history is easily visible with the organisational agreements and position history features allowing you to see an employee’s progression throughout roles within your organization, including periods of employment elsewhere if they are re-hired into the organization.
The Vista HR will maintain life-to-date changes on every change to the employee’s record include but not limited to Role Changes, Status Changes, and more. All data is viewed online or via reporting.
HR Employee Work Assignment & Job History
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Manager Self-Service
Manager Self-Service can provide your line managers with the tools to manage their direct reports more efficiently. You control what functions managers can perform, and what data they can access using Vista security tools. For example, depending upon their roles, managers may initiate requisitions, perform performance reviews for their staff, and generate reports on-demand. By enabling your front-line managers, they can take ownership of their organization and make your organization more efficient.
Update or view-only functionality enables managers to inquire or update information such as company property, courses, direct deposit, education, employee tests, leave accruals, licenses, position information, restrictions, skills, union information, W-4 information, and more. Managers can enter time for their employees, or administrators can gather the time and managers can approve it prior to payroll processing.
Access to employee information isn’t limited to your desktop! Regardless of logistics, your managers can access their team’s data from a tablet or mobile device.
Access to your data to run your department is critical. Using Vista’s Analytics, Manager Dashboards can be created to view those critical data pieces in real-time.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Position Control, Classification and Compensation
When you set up positions, you are defining information about the individual positions that exist within your organization. In addition to organization information, you also define a variety of HR data for each position, including the position’s start and end dates, default pay rate, compensation information, and qualifications. When you create a new position, you indicate the higher-level position to which it reports. The same position can be assigned to multiple parent positions to indicate multiple reporting assignments.
You can also enter standard pay ranges for this position. The pay ranges can be based on Pay Grades, we also embrace if used Hay calculations, or they may be manually entered. You can display the minimum, mid-point, and maximum pay on the employee’s Pay Rate page. The Mid Pay is used in calculating the Compa ratio for that pay rate.
Vista also provides the ability to budget the number of positions (or jobs) within a control group and issue a warning if the number of budgeted seats or full-time equivalents (FTEs) is exceeded.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
You can assign multiple positions to an employee if needed too. However, one of the roles needs to be primary for benefits calculations.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Succession Planning
Succession planning is set up by position.
The Succession Planning page allows you to generate a list of employees who may be qualified to fill the selected position based on its required qualifications. This includes many qualifications: courses, degrees, licenses, and skills entered for each employee. Like Ascension Planning, the ALL-requirements option requires that the candidate meet both mandatory and non-mandatory requirements. For the option for ALL mandatory requirements, the employee does not have to meet non-mandatory requirement. The last option, must meet ANY requirements, should include the results of the previous options and any additional positions where the employee meets any requirements.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Time and Attendance
PDS Vista Time, a fully integrated time and labor management component of Vista. A cloud-based SaaS product, Vista Time is accessible from anywhere and leverages the latest technologies to ensure secure handling of data, offering flexibility and peace of mind for decentralized workers.
In concert with Vista Payroll Component, the general features of our solution allow you to manage time entry on an exception or positive basis. This means that for salaried employees whose default working hours should be considered each pay period can manage time entry only for absences or other exceptions like overtime, reducing the need for un-necessary time entry.
Hourly employees can be required to enter time and then be paid based on these entries including overtime or other premium pay rates. Using time entry rules, overtime can be calculated across a full pay period allowing the system to consider when a worker has worked fewer hours on one day and more on another and not exceeded their weekly hours. This takes the burden out of calculating overtime rules and increases payroll accuracy.
Time entry approval is subject to the organization management structure (policies) defined in the system via the reporting line unit setup making sure that the appropriate user is sent time entry approval tasks directly to them to action when time is submitted by the employee. The payroll and department administrative teams have access to see an overview of all time entry tasks and their overall time entry compliance to ensure completion before payroll needs to start their processes.
Time Entry
Entering time for your employees is very straightforward in our system, with time entry possible via the main browser, via phone, via mobile, via Kiosk, and with a physical clock if desired (swipe or Iris style).
The Time Entry screen is accessible directly from the user home screen in the application, allowing you to view all key information relating to time, attendance, and vacation tracking from a single area.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Time Entry – Self Service Options
Selecting the time sheet option presents you with an intuitive screen that allows you to enter time across a range of your default and other selectable activities from a pre-defined list. Employees can enter a start and end time, allowing the system to calculate the working hours or enter a number of hours worked. Descriptions and comments can be made to be mandatory based on configuration options, for example allowing work order time entry to show the work order number the time is being charged against in addition to allowing or requiring manual comments from anyone entering their time.
Your employees can switch between day, week and month views and toggle on and off a calendar feature helping them review where time entry has been missed, not yet submitted or rejected for any reason.
Time Entry – Employee Browser view
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Time Entry – Manager Browser view
Time Sheet Review & Exception Management
In the event that an employee submits a partial timesheet and is unable to fully submit their time before payroll needs to be run, the system provides a number of options. Firstly, the employees reporting line manager can submit time on their behalf or employees with appropriate access, for example a payroll administrator can complete timesheets on behalf of their employees.
Time Sheet Approvals
Using the unique Managing my Area feature of our solution your approver employees have the ability to access all approval tasks from any module that they are required to action. Specifically, for time entry approvals the system can create tasks and send reminders for time entry approval, allowing you to mass approve based on the screen below, or review each individual time entry record, approve, reject and make comments as necessary for the employee to action.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Payroll
Our Vista payroll module allows you to manage all aspects of your payroll processing in our solution with ease. From setting up an employee correctly as part of the new employee hire process through to final payroll and access to tax forms, our solution allows you to manage all payroll tasks directly within the system.
We support salaried and hourly payrolls, multiple pay frequencies, and multiple pay rates. On-demand payroll runs for items such as bonuses, vacation pay, expense reimbursements and termination pay can also be performed as necessary.
All US state, territory and federal tax tables are included in the system by default with user control over adding your own taxes into the system, with all tax rates automatically updated as they become available, so you stay on top of changes.
The solution is equipped to handle your legislative reporting requirements to ensure you stay compliant effortlessly, with tax forms available for printing or made electronically available to your staff.
Our payroll dashboard allows you to see immediately any items needing attention like new employees that have perhaps been setup incorrectly and details regarding your current pay period, previous pay period and upcoming holidays.
Of course, via self-service an employee can see their current check and paycheck history online. The printing or emailing the paystub feature gives you control over how to distribute the paystubs to employees with the system giving you flexibility as to when any emailed paystubs should be emailed, based on payroll run date, bank deposit creation date or payroll deposit date.
Please see the below payroll history screen whereby an employee can view their complete pay history with details online. Customer can control how much history they display online, but please note that our solution will hold LTD.
Via Self-Service and Mobile too…
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Our payroll system allows you to run all necessary payroll tasks and then when complete interface this directly to the ERP GL. This allows you to handle any payroll adjustments and any other edits before posting to the GL reducing any re-work required in the event any errors need to be corrected.
State & Federal Tax Forms
Our system allows you to easily manage your state and federal tax requirements using the built-in tax form creation workflow. This allows you to select your state and view all reporting requirements, create new reports or view historical reports.
Report Examples
With over 300+ Standard Reports which represent the core HCM, the solution provides most compliance reports which are available online via Payroll Reporting menu.
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
Reporting
Univerus ERP provides many reports and tools as standard built-in options within the system, supporting both predefined, scheduled reports, custom and “ad hoc” reporting. Our solution can implement filtering options within its reporting structure to allow users to define the reports at the scale and scope they require. We will work with our clients to determine the proper schedule for the transmission of scheduled reports, as well as the design of any additional, scheduled reports required.
This reporting solution can be easily used to make edits to existing canned reports that have been developed by our team, or to create new, customized reports that can be designed by your internal staff using a direct connection to our system, or most other system databases. Building and editing reports is a simple to use process with numerous configuration options so that you can get the most out of the data you are collecting.
Earlier this year, Univerus ERP launched a new Data Analytics module, which will allow our clients to build their own reports and dashboards, and from multiple data sources, not just our own database. This will be offered as an option, and if selected, would be used to replace our current reporting capabilities described above.
Reports can be exported into a variety of formats including Excel, PDF, CSV, HTML various formats for further analysis. The ability to view certain reports can be tied to security roles and permissions and audit functionality to ensure the business controls are appropriately managed and secured.
Univerus ERP currently supports a database view approach to ad-hoc reporting. Users can easily define a new database view, and a non-technical user can add this advanced search view (including all data fields, sorting, filtering etc..) to the solution.
Power BI
We have also embedded the Microsoft Power BI software into our software. This integration gives our users a powerful tool to create custom views and reports of the data in Univerus ERP.
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SAP ByDesign contains hundreds of standard reports from which to choose from, please review samples provided in each module section.
PDS – Vista HR sample reports list
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3. Pricing
Exhibit A – Pricing
Use this Pricing template as Section 3 of your response. Supporting documents may be included in your proposal. If you provide on-premises and SaaS deployment options submit a Pricing document for each.
City of Hemet, California
User Count - Financials = 110 Named, 30 Concurrent
W2 Count - Human Capital Management = 352
Software – Year 1 $ Assumptions
Financials:
General Ledger, Project and Grant Accounting,
Budgeting, Purchasing, Accounts Payable,
Accounts Receivable, Capital Assets
$93,252 5 – Advanced Users
30 – Core Users
75 – Self Serve Users
Cashiering $0 Included in Univerus ERP & Univerus E&W CIS Utility Billing
$68,000 Univerus E&W CIS /MDM, Mobile Field Service
Orders.
Hosting $25,000 Univerus E&W CIS /MDM, Mobile Field Service Orders Yearly Hosting Fee
Human Capital Management:
Human Resources $44,141 352 Employees @ $10.45 PEPM includes:
Recruiting, HR, Payroll, Benefits, Analytics, and SelfService components Timekeeping $16,896 352 Employees @ $4.00 PEPM
Payroll $0 Included in Core HCM
Business License n/a Will integrate with City’s vendor of choice Sub-Total - Software $247,289
Implementation Services Assumptions
Univerus ERP, Univerus E&W CIS
Implementation
$299,915 1,459 Hour Block
PDS Implementation $82,350 380 Hours Block Plus Vista Time Fix Univerus ERP, Univerus E&W CIS Data
Conversion
$83,250 450 Hour Block
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PDS Data Conversion $15,000 60 Hours Block
Univerus ERP, Univerus E&W CIS Training $52,540 284 Hour Block PDS Training $15,600 80 Hour Block
Univerus ERP, Univerus E&W CIS Report
Development
$14,800 80 Hour Block
PDS Report Development $7,800 40 Hour Block
Univerus ERP, Univerus E&W CIS Integration $39,960 216 Hour Block PDS Integration $19,500 100 Hour Block
Univerus ERP, Univerus E&W CIS Travel
Estimate
$72,600 33 Trip Estimate. Bill actual cost.
PDS Travel Estimate $13,200 6 Trips Estimate. Bill actual cost.
Univerus ERP, Univerus E&W CIS
Customizations
$18,500 100 Hour Block
Sub-Total - Implementation $735,015
Maintenance/License - Software Years 2-10 Assumptions
Year 2 $259,653 5% Increase
Year 3 $272,636 5% Increase
Year 4 $286,268 5% Increase
Year 5 $300,581 5% Increase
Year 6 $315,610 TBD (assuming 5% for pricing estimate)
Year 7 $331,391 TBD (assuming 5% for pricing estimate)
Year 8 $347,960 TBD (assuming 5% for pricing estimate)
Year 9 $365,358 TBD (assuming 5% for pricing estimate)
Year 10 $383,626 TBD (assuming 5% for pricing estimate) Sub-Total - Maintenance/License $2,863,083
Total $3,845,387
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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION
4. Implementation
Univerus ERP is responsible for the full lifecycle of our software from R&D, successful implementation and transition to our customer success team, we are your single point of contact for all needs.
The Univerus ERP solution combines industry leading software and deployment processes with the deep foundation of years of municipal experience.
We believe the foundation to success is that of a long-term partnership and seek to build the roots of a long and prosperous relationship with the City to ensure we can help you meet your needs of today and those of tomorrow. Our entire team works hard from the beginning to build a relationship with trust and integrity at its core.
Univerus ERP Software uses an industry proven implementation approach focusing on seven key phases from project initiation and kick off through to go live and transition to our Customer Success team.
Drawing upon industry best practices for project implementations from the PMI, Project Management Institute, scaling the standards appropriately to perfectly match with the City’s needs.
Our team takes great pride in delivering a solution that your staff find easy to use and intuitive. Our philosophy is based on configuration and not customization, with a focus on providing a solution that is future proof and easy to maintain through software updates.
During the implementation period we listen and work hard to understand your business processes and look for opportunities where we can bring you value from our industry experience to help you streamline your business processes. A one size fits all approach does not work, and we seek to understand what makes you different, where these differences are critical to your business and how best to incorporate these in our solution.
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We believe in continuous iterative improvement throughout the project with the success of each phase having its foundation in that of the prior phases. Good project management leads to an on time and on budget delivery.
Univerus’ approach to providing services to our customers really comes down to two themes: Agility and Customer-Focus.
Individuals and Interactions – We recognize that having the right group of individuals (both from Univerus and the customer) on your project is vital to success. The best possible tools in the wrong hands are worthless. Perhaps even more important is how these individuals communicate with each other. The interactions between team members are what helps them to collaborate and solve any problems that arise. For example, we utilize a combination of meeting setups like project-wide group meetings, individual group meetings, and 1-on-1 meetings. This is important as each group have a different velocity with which they can execute. Some groups work faster than others due to factors such as technical skill level and volume of competing priorities. 1-on-1 meetings are helpful as not everyone is comfortable sharing their thoughts and ideas in a group setting. We do not want to miss out in capturing their expertise. We also like to identity one or two “champions” from each group that will really help us guide the project. We typically meet with them first prior to a meeting involving the rest of the group.
Customer Collaboration – Yes, there will be a contract executed that will detail the finished product but often there is a contrast between what we agree to at contract execution and what the customer actually requires. So, we focus on continuous agile development. We believe in developing a feedback loop with our customers so that we can constantly ensure that the end product works for them.
Responding to change – Project needs and requirements are always shifting, and priorities are always changing. Project team needs the ability to pivot and change direction whenever they need to, with a flexible project schedule that reflects that. A dynamic project schedule can change from month to month, sometimes even day to day, and agile teams are able to keep up with those changes. To that end, all project responsibilities and decisions reside with the Univerus team assigned to the customer.
There is no need for them to “check in with the executive team”. This allows the project to move more quickly, has less hierarchy in decision making, and fosters more open and transparent communication.
Our goal is to maintain a long-term partnership with all the customers. As such, we work hard to ensure the customers are fully satisfied throughout the software implementation process. Our commitment to customer satisfaction continues with the transition to our customers’ team post go-live. Therefore, it is important to have staff be hands-on throughout. In our initial meetings, we will together review your processes, staffing, and business challenges. We will work together to identify the key project roles, best approach to engage staff in the process.
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a) Sample Project Plan
Timeline Recommendations
Univerus has dedicated resources, and upon selection is committed to meeting the City’s anticipated July-August project start. Implementation of our solution typically takes 10-12 months for a project of this size and will depend on client resources. A sample project schedule is shown below for reference (schedule is negotiable as per the City’s requirements). We will work with the City to create a schedule that meets the City’s requirements, resources and capabilities and whether a phased or parallel approach works best.
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Project Milestones
Milestone 1 – Project Kickoff
In this phase, we work with the customer to identify the key stakeholders, escalation paths, and define responsibilities and finalize the project schedule. If there are any items that may impact schedule such as vacations, competing business priorities, are called out and scheduled is adjusted as needed.
At these meetings we will also provide a range of system overview training so that the customer has a solid base foundation knowledge that can help them make important decisions on matters such as business process changes and configuration decisions.
Milestone 2 - Requirements Gathering and Product Configurations We understand that implementing a new system is challenging. Therefore, our approach is to keep our customers informed and engaged throughout the project. To that end, we will schedule regular checkpoint meetings to ensure the customer is well informed of the project progress.
In addition, we will utilize an online project management tool to ensure all project information is stored and accessible to all project participants. Communication between our team and the customer team will be tracked using this tool. It will also be used to identify key project risks and issues and what plans are in place to address them.
We have learned from previous projects the importance of communication both internally within the customer organization and to the end customers it serves. To that end, we will work with the customer to develop a communication plan that will ensure a seamless transition to our software. We will also start to identify any internal and/or external change management needs. We will work with the customer to develop the best approach to prepare, equip and support all stakeholders to successfully adopt change in order to drive organizational success and outcomes. We will provide guidance and templates to facilitate communication with staff, third party partners, and end customers about the
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changes. Dealing with change management starts during this initial phase, but it will continue throughout the project and into the support and maintenance period.
During this phase we deep dive into each functional module of our software and how other municipalities have implemented our software. This process is done in several sessions, each focusing on a specific module with the customer teams/departments that will be using the module.
We focus on configuration needed to tailor the software for use by the users. We will spend time with users to address functionalities such as Accounting and Finance, System Administration, GIS and Mapping Views, Work Management, Asset Management Planning, and Custom Reporting. This design work will also form the foundation for the testing approach and will feed directly into the training material.
This is very much a two-way conversation to get an understanding of existing processes (as-is) and how we can configure the software to handle those changes. Depending on the detail this may take several sessions.
Training needs are identified during this phase as we need to start tracking process changes and who within the customer organization will require training. We will start to determine the level of training required and the preliminary schedules of when the training will be delivered.
Milestone 3 - Data Import and Conversion
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This phase is often the longest of the project and can start as soon as possible. We begin working with the key stakeholders defined in the planning phase to understand our data importing templates and to identify where and what types of data is required to be imported into our software.
Our data migration plan has been improved with each project to ensure the data migrated from legacy software into our software will migrate with as little errors and manual work as possible. This will be an iterative plan. We will perform many tests runs to ensure accuracy before proceeding to the final run.
We have a team of Conversion Analysts that will lead the customer through the analysis and mapping sessions, presenting our migration methodology, toolsets, and scripts that will be used during the migration. This includes:
• Mapping of data from legacy software to be included in the migration process. • Mutually agreed upon schedule for when the data migration will be completed. • The specific tasks that will be conducted by the Univerus ERP team. • If required, the processes the customer will use to clean the legacy data prior to migration. We will provide the tools that will be used in this process and will suggest staff that should be involved in the process.
We recognize that a quality data migration is critical to a successful implementation. In order to ensure the integrity of the migration, our plan also includes a series of audits and verifications. The plan provides the following checks:
• Reconciliation of the migration: The migration audit report will identify key financial components and their corresponding values and totals. This ensures the greatest level of accuracy and allows investigation of any issues proactively. • Variance analysis between source data and target data: With emphasis on explainable variance, the migration audit report will identify counts for all entities migrated for a deep and complete reconciliation.
• Our functional team will run a set of critical scenarios after each data migration to confirm that the solution functions correctly.
Often this results in many iterations before completing. Further once the BPD phase is complete – the configuration is also done during this phase.
The outcome of this phase will also be a fully documented approach on how our software will be integrated with all key systems specified by the customer.
In addition, we tackle the business process design needed to tailor the software for use by the customer.
We have found that this business process design phase is a great opportunity for customers to evaluate their processes for improvements. This design work will add to the testing approach and training material development.
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Milestone 4 - Test Plans and Environment Setups
Fundamental to the testing methodology is a jointly developed test plan. It is our experience that involving the customer in the testing results in a better implementation project. In fact, we require the test plans to be approved by the customer before testing commences. We have a library of tests that we can use as the basis to develop the specific test scenarios for a project. We will run the test with the customer team in order to gain the customer’s confidence that the software will meet all their needs.
Early in the implementation, we provide the customer with access to a test system.
Test plan will include:
Testing approach/strategy Key testing activities and
timelines for each activity
Functionality to be covered
Roles and Responsibilities of all
participants
Performance testing Test Incident tracking methodology, including triage, escalation and metrics
Milestone 5 – Training
We believe that learning for the City team members should take place throughout the entire implementation project from the kick-off onwards, and each testing phase. Our training methodology is based on a series of courses delivered at the appropriate part of the project and starts with a training needs analysis template and a library of training courses to ensure we identify who needs to be trained on what and by when.
Training is delivered in the form of workshops, small group reviews, and individual coaching sessions, depending on need. Univerus will provide training materials for each of the topics covered and support the City with direct training where needed or a train the trainer approach for larger groups.
The training plan provides a blueprint for the scope and timeline of the training, based on the City’s assessment of the learning requirements of your user groups. From templated training guides from Univerus ERP, the City can customize these if and where necessary to capture all facets of the business process, to ensure the training is as smooth as possible.
The training plan will focus on the coordination involved in training the end-users and will include elements such as: names of trainees, their roles and work groups, as well as the course offerings and
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training modules, a schedule of classes with trainers and trainees assigned to each course, and the training materials required. Additionally, facility requirements will be called out to ensure these needs are considered and reserved/procured to meet the training schedule. Finally, training metrics will be determined to gauge the success of the training sessions.
The user training courses outlined are instructor led on migrated data so the trainees can interact with the software in as real an environment as possible. Each course provides appropriate hands-on interaction, thereby providing the framework for both maximum knowledge acquisition and skills assessment.
Training sessions generally run about 2 hours. Most training can be accomplished virtually but in the case that in-person is requested, cost will be $175/hour (per trainer) plus travel expenses. Access to PC is expected as courses are instructor led on migrated data so the trainees can interact with the software in as real an environment as possible.
The benefits for the City in following a detailed training plan are:
• Credibility – the City team members will have greater credibility since their business process knowledge and experiences will be much greater.
• On-going – Training is an on-going need and responsibility, and therefore to have the City staff trained is both expedient and cost effective. As business changes and functionality is added, the City will be able to continually develop in-house training expertise.
Milestone 6 – Testing
The testing phase is designed to test real life scenarios covering all user types. This is where we provide customer staff with access to a test system to review and verify. Note that we will be looking for staff that has not been part of the project to-date.
Finally, user acceptance testing will be conducted and completed successfully before moving on to the deployment. Key deliverables from the Testing phase:
Completion of test plan and schedule Completion of all unit tests Completion of system wide regression testing
Completion Performance and load
testing
Completion of user acceptance
testing
Deployment ready production
software
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Milestone 7 – Final Acceptance & Go-Live
This is the last before Go-Live and includes the implementation of the finalized production software, as well as the user training required to support the Go-Live efforts. We use industry standard, preproduction deployment method, where we execute our deployment plan in a production identical environment. This approach allows us to identify and correct any potential issues prior to go-live. This cut-over period between pre-production deployment and Go-Live requires successful coordination between our combined project team members and end-users. Developing a schedule and then testing it prior to Go-Live is essential. After the pre-production deployment is finished, the environment used for the cutover tests will be made available to the project team for the following purposes:
• Validation of data - This task consists of validating accuracy of converted data by verifying randomly selected items from the total population. This validation task is the responsibility of the City and is intended to provide a level of comfort on the data conversion accuracy of the data loaded to the solution instance. Issues identified during validation testing will be logged as incidents for resolution by the conversion analysts, and others involved in the data conversion process.
• Continued Testing - as defined in the test plan.
b) City Resources
City Resource Management Plan
A successful implementation requires involvement from all key stakeholders. We recommend our customers to assign a project team lead to act as the primary point of contact during implementation.
The team lead should have the appropriate experience and authority to identify and assign key staff to the project as needed. As each software module is introduced, staff/stakeholders within the service areas that will be using the module will be invited to participate in basic configuration, information gathering and establish training requirements. For example, a preventative maintenance expert will play a large role in configuring the software that will meet the needs of the staff that are responsible for gathering information in the field, completing the work, etc. Based on our previous implementation experience, we have outlined the following customer resources that will be required for the implementation project.
Customer Resources
Project
Sponsor
The client Project Sponsor will have primary ownership of the project and will provide guidance to client PM. The Project Sponsor will interact with the Univerus Project Director on a regular basis to ensure a strong relationship exists at that level. Additionally, the Project Sponsor will be the liaison to the client executive team, ensuring that information is disseminated at that level. The Project Sponsor will chair the Executive Steering Committee (ESC) and will be the primary approver for change control actions.
1 ~5 hrs/month
Project
Coordinator
The client Project Coordinator will have primary responsibility for ensuring availability of resources, both physical and personnel. The Coordinator’s 1 ~60
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responsibility including ensuring the access to and availability of meeting rooms, project work areas, equipment, and computer infrastructure as needed for the project. This includes the availability of any Core Team resources, SMEs, third party vendors, and Steering Committee as needed for project activities. hrs/month
Core Team Core team members are client employees with experience and authority to fully participate in the design of business rules and the configuration of the Solution. Core team members are chosen from each of the business areas covered by the new system. One or more will also become key to providing end-user training.
This team should be comprised of subject matter experts in their functional areas. They should be fully conversant in their subject areas, empowered to make business process decisions. These core team members will participate in Analysis and Design workshops, as well as being involved in all the testing phases and preparation of processes, controls and reports for the production operations.
2-5
~40
hrs/month
Subject
Matter
Experts
(As Required)
Subject Matter Experts are client employees with experience and authority to fully participate in the design of business rules and the configuration of the Solution. They are chosen from each of the business areas covered by the new system. Ideally, these individuals would be team members, but other operational obligations prevent full-time participation in the project. SMEs will be involved heavily at the beginning of the project as the Discovery process occurs to configure the Solution to match the client's future business processes. ~40
hrs/month
Data
Conversion
Analyst /
Developer
The Conversion Resource should be very familiar with the client’s legacy systems and the business processes supported by the systems. This person should be available as needed for the relevant project phases. • Expected to be 100% during the development and testing of the extract programs
• Will assist in analyzing all conversion related technical issues and strategies with relation to the legacy system.
• Will be in constant contact with the Univerus Conversion Resource in order to resolve technical issues and revise strategies as they impact the conversion tasks.
Will perform monthly (approx.) data conversions during the Integrated Testing phase of the project. The effort will last for about a week each time.
Trainers A train-the-trainer approach will be adopted to ensure key staff are familiar with the software. Exploration of this suggested approach or alternatives may require further discussion with the customer.
as needed
~8-10
hrs/month
All City and Univerus Project Team members are expected to take normal vacation and holiday days throughout the course of the project except during stages of the project where their presence is critical.
Staffing issues will be resolved between Univerus and the City’s project manager. Both parties will make every reasonable effort to maintain stable project staffing for the life of the project and minimize disruption to the project.
c) Vendor Resources
We have created a professional, experienced team dedicated to responsive action. Delivering superior customer service to our clients is one of the core values, and key differentiators of Univerus Software.
We do not outsource our implementation or support services, which means you will always be connected to a real Univerus staff member, dedicated to supporting our suite of products.
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The anticipated Project Team is listed below and each member brings their own individual experiences and personalities to the group. As a team they have successfully worked together on many projects including customer engagement to new implementations in sizes similar to the City.
With over 160 employees, our team is agile and can respond to a dynamic project schedule to meet customer needs as priorities shift and change within their organization. The majority of our team is comprised of experienced staff in professional services, support, and operations. Typically, we provide experienced staff in the following roles to meet the project needs: Project Lead, Product Managers, Research & Development, Business Analysts, Specialists – Implementation, Training, Support.
Name Title Role on Proposed
Project Team Responsibilities
David Smith EVP-Univerus ERP Project Sponsor Attends monthly project status update meetings.
Kathleen Hart EVP-Univerus E&W CIS Project Sponsor Attends monthly project status update meetings.
Gerald Smith Senior Project Manager Project Manager
Oversees implementation project.
Assignment of resources. Attends monthly
project status update meetings.
Michael Ussery Director of Customer
Services Customer Service Oversees production support
Kent Bullough Data Conversion
Specialist Data Conversion Data migration to Univerus solutions.
Jessica Cobb Trainer Configuration and
training Training and documentation
Nury Fajardo Senior Client Success
Analyst
Support, testing,
training
Tests software releases, training, client
support
Diego Fernando
Pérez Meneses Power BI Developer Report, dashboard development Design, develop, integrate, test, and
implement information based on reporting
and dashboard solutions.
Steve
Chadbourne
Research &
Development
Product architecture
& quality Platform architecture and product quality
Brian Rivers PDS-Director Of
Professional Services Implementation PDS liaison
Tabitha Wall PDS-Sr. Implementation
Specialist
Implementation and
application support Implementation and application support d) Process Improvement Strategy
Upon agreement we start working with the various department stakeholders and map out your existing processes (business processes, workflows, rules and rate structures, offerings, and strategies). Using that as a foundation, we then map out how Univerus ERP will work in the context of your key strategic business requirements. Once we agree on the new processes, we start working on a Change Management plan that will help ease your staff to the new processes leveraging Univerus ERP to the greatest extent possible.
The workflows are provided as swim lane diagrams – and are collaboratively development with all parties. These are included in the product documentation and can be used as training aids.
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e) Business Change Management
We will work with the City to identify any internal and/or external change management needs and develop the best approach to prepare, equip and support all stakeholders to successfully adopt change in order to drive organizational success and outcomes. We will provide guidance and templates to facilitate communication with staff, third party partners, and end customers about the changes. Dealing with change management starts during this initial phase, but it will continue throughout the project and into the support and maintenance period. Eventual change management success will be determined by the success of the training phase and the subsequent go live. Phase entry and exit criteria must be met to ensure we keep track of the change management tasks throughout the project to ensure this success.
f) Data Conversion
The Univerus ERP data migration methodology is a proven process designed to successfully facilitate the conversion of data from any legacy system into the Univerus ERP Solution. The team will work with the City to determine the best options for data conversion (amount, types of data, staff involvement, etc.) during Contract finalization, Project Kick-Off and Requirements Gathering and Product Configurations phases. Our Conversion Analyst will lead the City through the analysis and mapping session, presenting the methodology, toolsets, and scripts that will be used during the conversion, as well as completing a detailed data mapping.
Our data migration approach can be summarized as follows:
• Data migration workshop
• Migration routines developed
• Data extraction from the legacy system
• Data migration performed to the new system
• Audit report of converted data compared to extracts
• Validation testing of the migration
• Go Live / cut-over migrations
• Post cut-over clean up as required
We recognize that a quality data migration is critical to a successful implementation. In order to ensure the integrity of the migration, our methodology provides for a series of audits and verifications. The methodology provides the following checks:
• Reconciliation of the migration. The migration audit report will identify key financial components and identify their corresponding values and totals in our solution. This ensures the greatest level of accuracy and allows investigation of any issues proactively. • Variance analysis between source data provided and target data – with emphasis on explainable variance. The migration audit report will identify counts for all entities migrated for a deep and complete reconciliation.
• Our functional team runs a set of critical scenarios after each data migration to confirm that the solution functions correctly
The Data Migration Plan defines detailed processes and tools that will govern the migration process for data mapping, data cleansing, technical design, development and testing. The document will:
• Contain a mapping of data from current repositories included in the conversion process
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• Define timing for when mutually agreed upon data cleansing will be complete • Define the specific tasks that will be conducted by the Univerus ERP and City team as well as the data quality parameters
• Define the process the City will utilize to cleanse the legacy data should this be necessary, including the tools that will be used in the process and the areas of the organization that need to be involved in the process
• Define procedures that will be used to validate the conversion success and to identify data conversion problems. These verification and control procedures will describe how the data will be validated with data record counts as well as financial balancing of all key financial components.
g) Testing
The testing phase of our methodology is directed toward providing a real day in the life scenario for your customers and staff interacting with our solution. We have a library of tests (e.g. system, integration, user acceptance, penetration and many others) that we run for each customer and encourage you to run with us to gain confidence in the system and ensure its fit for your business process needs.
Fundamental to the testing methodology is a jointly developed Testing Plan. Although the Project Schedule provides an outline of the testing for the purposes of resource allocation and scheduling, a test plan is developed and must be approved before testing commences. This provides a week-by-week outline of the major tasks and the team members responsible for them, and thus constitute the testing roadmap.
We use an industry leading test management solution to create the structure to ensure all tests needed are assigned to at least two members of your staff for redundancy and accuracy during test recording in addition to tracking all results for each test pass. The test plan agreed is used to build out the weekly test assignment and execution plan in our testing management tool, with daily test scrum meetings, onsite support to guide and work side by side with your team during this phase and immediately handle any issues or training gaps that arise during the test phase.
We believe Functional Testing builds the foundation for a successful integration, user acceptance and training phase, beginning this phase with the Train the Tester training that gives your team the necessary skills to be a good tester and a foundation understanding of the system.
During test execution, each test is tracked for completion status, whether passed, blocked by an issue or failed. Should a remediation code fix be required our R&D group will deliver the necessary changes and the tests are executed again.
It is our experience that by involving the business in the test phase to whatever degree your staffing can support validates the business process fit early and allows us to make changes as necessary to focus on the process of iterative improvement. We realize that a configuration decision made during the Analysis and Design phase may need to be changed once a greater understanding of the system is gained. We relish the chance to improve in this way and deliver as strong a process fit as possible within our system for your staff.
The testing phase is designed to test real life scenarios covering all user types. This is where we provide customer staff with access to a test system to review and verify. Note that we will be looking for staff that has not been part of the project to-date.
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Finally, user acceptance testing will be conducted and completed successfully before moving on to the deployment. Key deliverables from the Testing phase:
Completion of test plan and schedule Completion of all unit tests Completion of system wide regression testing
Completion Performance and load
testing
Completion of user acceptance
testing
Deployment ready production
software
h) Training
We believe that learning for the City team members should take place throughout the entire implementation project from the kick-off onwards. Our training methodology is based on a series of courses delivered at the appropriate part of the project and starts with a training needs analysis template and a library of training courses to ensure we identify who needs to be trained on what and by when.
During the Requirements Gathering and Product Configurations phase we deep dive into each functional module of our software and how other municipalities have implemented our software. This process is done in several sessions, each focusing on a specific module with the customer teams/departments that will be using the module. Training needs are identified during this phase as we need to start tracking process changes and who within the customer organization will require training. We will start to determine the level of training required and the preliminary schedules of when the training will be delivered.
The training plan provides a blueprint for the scope and timeline of the training, based on the City’s assessment of the learning requirements of your user groups. From templated training guides the City can customize these if and where necessary to capture all facets of the business process, to ensure the training is as smooth as possible.
The training plan will focus on the coordination involved in training the end-users and will include elements such as: names of trainees, their roles and work groups, as well as the course offerings and training modules, a schedule of classes with trainers and trainees assigned to each course, and the training materials required. Additionally, facility requirements will be called out to ensure these needs are considered and reserved/procured to meet the training schedule. Finally, training metrics will be determined to gauge the success of the training sessions.
Training is delivered in the form of workshops, small group reviews, and individual coaching sessions, depending on need. Univerus will provide training materials for each of the topics covered and support the City with direct training where needed or a train the trainer approach for larger groups.
The user training courses outlined are instructor led on migrated data so the trainees can interact with the software in as real an environment as possible. Each course provides appropriate hands-on interaction, thereby providing the framework for both maximum knowledge acquisition and skills assessment.
Decision to conduct training on-site or over the web with the project team will be based on teams assessment of user group, content and staff skills. We are highly experienced at delivering remote training and have technology that allows user to share their screens in the event that they need to
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demonstrate any issues that they are experiencing. We monitor comprehension by reviewing the trainees transactions for completeness and gauge a general level of understanding based on questions.
Post Go-Live Training
Univerus provides extensive upfront and ongoing training and support. Training is an on-going need and responsibility, and therefore to have the City staff trained is both expedient and cost effective. As business changes and functionality is added the City will be able to continually develop in-house training expertise. Univerus will support additional training as requested at $175/hr.
Complete set of online documentation is available on the SAP customer portal – quick reference guides, videos, etc.. Online classes are available for ongoing training on our customer portal. i) Report Development
We will work with the City to determine the proper schedule for the transmission of scheduled reports, as well as the design of any additional, scheduled reports required.
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5. Support
User Support
Business-Day Technical Support
Univerus provides business-day technical support to all our customers through our Customer Success team
Normal Business Hours are from 8:00 AM to 5:00 PM and do not include weekends or pre-defined holidays.
Premium Support includes support coverage for nights and weekends outside Normal Business Hours.
Premium Support is under a separate agreement and can be purchased upon request.
Emergency Technical Support
Univerus provides emergency technical support to all our customers for any Critical or Very Serious level problems through our Customer Success team as follows:
Availability: Monday through Friday, 5:00PM-8:00 AM; 24 hours per day on Saturdays, Sundays and statutory holidays.
Contact Method: Telephone (landline and mobile), e-mail, or our Univerus support web portal.
Severity Definition Initial Reaction Time
(business hours)
Initial Reaction Time
(business hours)
SAP and other software
providers
Critical System Down 1 hour 4 hours
Very High Emergency 2 Hours 4 Hours
High Critical 4 Hours 24 Hours
Medium to Low Minor 24 Hours 24 Hours
Resolution Times
Univerus agrees to make every reasonable effort to resolve Critical and Very High Bug-Track tickets in as short amount of time as is possible based on staff availability and work hours. Univerus also agrees to work with the software providers to expedite Critical and Very High Bug-Track tickets requiring level 3 support. CUSTOMER agrees to make every reasonable effort to provide information in as short amount of time as is possible to facilitate rapid resolution.
Support Levels and Escalations
The following describes the support levels and escalations that will be used in this support agreement.
Univerus uses the term “support level” to represent the escalation within the support organizations.
Initial support is done through a Level 1 resource. If the issue requires a senior or specialized resource, the issue may be passed to Level 2. Level 3 reflects the software provider and is our final level of support.
Support Level 2
Support Level 2 covers the receipt of a Software Support Ticket that has been directly entered into the Univerus Ticket Support System and comprises the following steps:
1 CUSTOMER reports problem:
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a. CUSTOMER End Users will contact centralized CUSTOMER resources to report issues leading up to a Software Support Ticket that is prioritized and entered into the Univerus Ticket System.
b. CUSTOMER will enter the complete name and contact details of the CUSTOMER authorized person reporting the Software Support Ticket to Univerus along with English text description of the Critical Reason the Software Support Ticket is requested. CUSTOMER can also call the Univerus Hot Line and Univerus will enter the Bug-Track Ticket. c. All tickets must come from a support champion that is designated by CUSTOMER . If the ticket does not come from designated support champion it will be rejected. d. Tickets can be of type: Bug, Training, Question, Enhancement, Issue, Process or Documentation.
2 Univerus will analyze all requests entered into the Univerus Bug-Track System and perform the following initial steps:
a. Issue Type Validation.
b. Assign Resource based on area of expertise and availability. c. Communicate updates to Customer contact.
d. Univerus will consider all issues entered into the Univerus Ticket System as approved work for billing purposes.
e. If the issue is deemed a software bug, as determined by the software supplier, a related software ticket is entered within the Publisher’s tracking system and linked to the Univerus Ticket System for updates and next steps.
f. This type of tickets is not billable and is covered under your annual software maintenance. 3 Univerus will check if the Software Support Ticket reported by CUSTOMER is complete and if necessary, obtain missing data and information from CUSTOMER . a. Such data shall include a meaningful Software Support Ticket title header, technical information on the Software Support Ticket context (example: error log file) and technical information entered into the Software Support Ticket System. b. Univerus will prepare a comprehensive description of the problem that is the basis of the Software Support Ticket, which shall include all steps that led to occurrence of the Software Support Ticket, full syntax of the problem message and other relevant factors. 4 Univerus will review available Software Support Tools – knowledge base, self-help, and automated support – for similar issues, etc.
5 Univerus will check severity of the Software Support Ticket based on the definitions set out in Ticket Severities (4.1 above).
6 If the Level 1 Support Resource can resolve the issue, the resource will work with CUSTOMER resources as appropriate to deliver the fix. Comments and resolution will be documented in the BugTrack System. 7 If the Level 1 Support Resource cannot resolve the issue, the resource will summarize status when forwarding the Software Support Ticket to an internal escalation contact who shall perform the following tasks:
a. Search for errors using the info provided by CUSTOMER . b. Analyze the Software Support Ticket specific technical data and document the progress of the Software Support Ticket.
c. Access to the CUSTOMER production environment, if necessary.
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d. Determine if the Software Support Ticket can be attributed to a defect in the Software itself or is caused by some other issue.
e. If possible, will propose an appropriate system configuration or workaround if the Software Support Ticket cannot be attributed to a defect in the CUSTOMER production environment. f. If the Level 2 Resources determine that the issue can be attributed to a defect in the PUBLISHER’S Software, the resource will summarize the status of the problem message before forwarding the Software Support Ticket to Support Level 3. g. For software that is under direct support with CUSTOMER and not subject to Univerus support, issues will be escalated and hand offs made to the internal support team. All logged support tickets transferred to an unsupported publisher, such as Citrix, Microsoft, etc., that are identified as an issue will result in Univerus’ notification to CUSTOMER in writing and completing the ticket on the Univerus Ticket System. h. SQL DBA support is the responsibility of CUSTOMER , but Univerus will advise and liaise with the DBA team as needed.
Support Level 3
Issues that are caused by a bug, as determined by the software publisher, are handled as Support Level
3. All Level 3 support tickets will be supported by the publisher that the software bug is associated with and is subject to terms and conditions of the publisher’s software maintenance agreement. Customer is required to be current on software payments to receive Level 3 Support.
User Community
Univerus has an active user community and interacts with our customer base and our end users in several ways.
We have regular customer training sessions across our suite of products where staff can learn about the specific product that they use and discuss solutions with other users of the same product in addition to learning about other solutions that can assist with business challenges.
We offer online training on new features with documentation provided for new releases and features to ensure you get the most out of the system and offer tune-up sessions to make sure you take advantage of the powerful features of the system to help solve your operational issues.
Following the lifting of the pandemic restrictions a national conference of all Univerus users across the USA and Canada is planned for 2023. We have already returned to these conferences in our other geographical regions.
Post Go-Live Transition to Customer Support
During the implementation phases you are supported directly by your Implementation team. If Customer Support is needed, the Implementation Specialist will coordinate the necessary resources to get the issue addressed. Approximately 30 days after you go live, you will be transitioned fully to the Customer Support team. This step in the implementation will introduce you to the team and the processes surrounding reporting/discussing/resolving issues through customer support.
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6. Technology Overview
a. Options for technical
architecture; hosted, onpremises, SaaS, etc.
Univerus SAP Business ByDesign, Energy & water CIS, and Vista are SaaS solutions
b. Deployment options SaaS
c. Hardware specifications n/a – hosted solution
d. Mobile hardware and
operating system options
Our solution has the ability to provide a mobile application (iOS, Android and Windows compatible), no hardware provided.
e. Support for two-factor
authentication
Two-Factor Authentication is available across the Univerus Unity Platform. f. Remote access capabilities,
supported technologies and
portals available
As a Cloud offering, customer will have remote access capabilities based on their desired security admin controls.
g. Security Administration – SSO,
SAML, etc.
We can interoperate utilizing the SAP authentication mechanism. For PDS, SAML, LDAP, and Windows integrated technologies are base system components in Vista HCM. Vista acts as a SAML 2.0 compliant service provider. Customers frequently run SSO through Ping, Okta, ADFS, and Azure AD.
h. Integration tools and
methodologies supported
Included with Univerus ERP is our integration toolset. This toolset allows you to create integrations with a click of a mouse allowing the creation of integrations either through direct database connections or through web services. In addition, you are also trained to be able to create your own integrations with 3rd parties outside of the Univerus suite of products.
In addition to the integration toolset, we provide documentation to all of our API’s. These API’s are available for you to leverage. Integrations can be either scheduled (Batches) or event driven. The flexibility of this toolset gives you the confidence to know that our software has integration capabilities both now and in the future.
I. Online data dictionary Our solution has the ability to provide a centralized data dictionary, that fully describes table structure and appropriate levels of metadata. j. Disaster Recovery Services Univerus has a documented Disaster Recovery Plan (DRP) that addresses recovery and maintenance of system data and operations in response to hazard or emergency scenarios. This plan shall be tested regularly to ensure that it is both tangible and actionable.
SAP follows operating best practices for data centers by deploying computation and storage parts of the solution over separated fire-safe areas to support disaster recovery in the event of a fire. All system data and files shall be regularly backed up to a secondary data center/disaster recovery site outside of the main data center’s same weather pattern and power grid. Backups shall occur such that the City loses no more than 2 hours of transactions due to an unexpected outage.
k. Timing and frequency of
software updates – scheduled
and automatic
Typically, SAP releases a new version every 24 months, but security and other patches are ongoing. Migration included in SaaS Model.
Upgrades are automatic but scheduled. Upgrades and patches are communicated well in advance, these are applied on a pre-defined schedule to the test environments and ample time periods given to test the solution.
l. GIS integration – Esri ArcGIS Standard - Interface/API. We have developed interfaces for these purposes and will be able to use these as a starting point for the City based on defined project scope.
m. Microsoft 365 GCC integration Standard - Interface/API. We natively integrate to MS Office 365.
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7. References
Exhibit B - References
Current Customers
Item Response
Current Customer #1
Name City of Toledo (and Department of Public Works)
Employee Count 400
Population 275,000
Contact Name Lisa Miller
Contact Telephone and Email 419-936-2649
[email protected]
Project Scope Full implementation of Financials, MM (Purchasing), Asset Management, Fund Management, Grants
Management. Partial implementation of Organization and
Personnel Management.
Implementation Duration 1.5 years
Go Live Date Jun 2010
System Replaced
Current Customer #2
Name Cape May County, NJ
Employee Count 1200
Population 100,000
Contact Name Bess Dyer
Contact Telephone and Email [email protected] Project Scope PDS assisted in a full implementation of Vista HR/Benefits/Payroll from their legacy system.
Implementation Duration 6 months
Go Live Date January 2020
System Replaced Infinium
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Current Customer #3
Name City of Opelika, AL
Employee Count 420
Population 31,000
Contact Name Andrew Alsobrook
Contact Telephone and Email 334-705-5500
[email protected]
Project Scope Opelika is a water utility currently billing water, sewer, irrigation, processed water, fire hydrants and fire protection from the CIS system. Opelika had a project underway to transition to smart meters and add efficiencies into their operation. In order to do that, they migrated their CIS system, UMS provided by Continental Utility Solutions, to Univerus’ CIS system and cashiering systems.
In addition, to manage the daily and interval reads and gain efficiencies with utilizing the data from the AMI system, they also implemented Univerus’ MDM system and CRM solutions.
Implementation Duration 11 months
Go Live Date Apr 2022
System Replaced Continental Utility Solutions
References Prior Customers
We respectfully defer this requirement until the award process.
8. Contract Performance
Neither Univerus Inc. or PDS Software during the past five years the Vendor has had a contract terminated for convenience, non-performance, or any other reason, or has entered legal action with a customer.
9. Contract Samples
Refer to Appendix – Contract Samples
10. Exceptions
Univerus Inc. acting as primary responder has reviewed the RFP documents and has no exceptions at this time but reserves the right to negotiate any of the terms and conditions during contracting.
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Appendix – Contract Samples
UNIVERUS MASTER SERVICES AGREEMENT - Sample
This Univerus Inc. Master Services Agreement (this “Agreement”) is entered into as of (the “Effective Date”) between Univerus Inc. (“UNIVERUS”), and its wholly-owned subsidiary Blue Ocean Systems LLC (“BOS”), both incorporated under the laws of the State of Delaware with their registered offices located at 514 Kennett Pike, Ste#1, Chadds Ford, PA 19317, and (“Client”), with its principal office located at (client address).
Background
UNIVERUS is part of a family of technology solutions including Univerus Energy & Water CIS (“Univerus Software”) and provides consulting, development, and support services related to Univerus Software.
BOS is an SAP partner and value-added reseller of SAP Business ByDesign (the “SAP Software”), offering consulting, development and support services related to the use of SAP Business ByDesign.
Univerus and BOC collectively and in coordination with each other provide technology solutions to their clients that incorporate both Univerus Software and SAP Software.
Client wishes to access Univerus Software and SAP Software and contract with Univerus and BOS for consulting, development, and support services related to the use of Univerus Software and SAP Software, respectively and Univerus and BOS wish to provide the requested access and services to the Client, all on the terms of this Agreement.
• In consideration of the foregoing and of the mutual promises and covenants contained in this Agreement, Univerus, BOS, and Client mutually agree as follows:
1. COMMENCEMENT DATE AND TERM
This Agreement shall commence on the Effective Date and remain in effect during the terms of the SAP EULA and Hosting Agreements and Univerus Agreements (as those terms are defined below), and thereafter until this Agreement is terminated in writing by any party hereto in accordance with this Agreement (the “Term”).
References in this Agreement to Univerus include BOS where the context requires.
2. SCOPE OF SERVICES
1. Services Description. Univerus shall provide to the Client the specific services listed in an applicable Statement of Work and related Change Order accepted by the Client, during the time period listed for such services in the applicable SOW (all such services are “Services”). All Services relate only to Client’s use of the SAP Software and / or Univerus Software licensed to Client, including as upgraded by SAP and UNIVERUS, such as version updates and error correction versions (“Upgrades”).
2. Licenses.
a. SAP. In connection with the Services rendered hereunder and the Client’s license of the SAP Software, Client is required to accept the terms of SAP’s non-exclusive license to use the SAP Software pursuant to a Cloud EULA Acceptance Form entered into between
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SAP and Client (“SAP EULA”). BOS may withhold performance of Services until SAP EULA is executed and in effect between SAP and Client. Client agrees that use of SAP Software is subject to SAP EULA and agrees to be bound by SAP EULA. b. UNIVERUS. Hosted and Subscription (SaaS) Client agrees to be bound by the terms of UNIVERUS’S Hosting and End User License Agreement (the “Hosting and Univerus EULA”) in effect as of Effective Date in connection with Client’s use of Hosting and Software (each as defined in the Hosting and Univerus EULA). Client acknowledges that the Hosting and Univerus EULA terms are attached hereto as Exhibit A. Client agrees to be bound by the attached version of Hosting and Univerus EULA, as the Hosting and Univerus EULA may be updated from time to time, in a manner that does not impose any new material obligations on Client, or materially enlarge any obligations of Client under the attached version or increase any payment obligations of Client under the attached version.
3. Technical Support Services. Services that support Client’s use of SAP Software and Univerus Software as defined in Exhibit B, including the response support services described therein, (“Technical Support”) shall be provided by UNIVERUS to Client in accordance with Exhibit B.
Technical Support can be requested at all times on a 24-hour, 7-day basis for an additional fee, after Consulting and Development Services (as defined below) have been completed and after signing off of project completion. Certain Technical Support is Included Technical Support as further specified in Exhibit B.
a. Included Technical Support will be provided by UNIVERUS to Client to the extent Client had its Client SAP Software implemented by UNIVERUS, so long as i. Client does not owe UNIVERUS any amounts under this Agreement that are past due; and
ii. no changes, alterations or enhancements have been made to the Client SAP Software, except as permitted by UNIVERUS (“Independent Modifications”). b. In the event that Client had its right to use Client SAP Software transferred from another SAP Partner of Record to BOS, Client will be eligible to receive Included Technical Support six months after the Effective Date so long as i. Client does not owe BOS any amounts under this Agreement or owe any amounts to SAP that are past due, and
ii. Client has purchased and used a minimum of 50 hours of Billable Services.
4. Description of Certain Services and Deliverables.
a. UNIVERUS will provide certain consulting and development Services that are not included in Technical Support (“Consulting and Development Services”) as indicated in the SOW. Software, written materials, and any other deliverables resulting from Consulting and Development Services and set forth in the applicable SOW are “Deliverables”; provided, that in no event shall the Deliverables include source code. b. Any updated or upgraded versions of Deliverables that are prepared for the sole purpose of making Deliverables properly interact with or work with Upgrades are “Deliverable Upgrades.” UNIVERUS may provide Deliverable Upgrades on the written approval of Client (including the applicable fees). As part of such services, UNIVERUS
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shall backup Client’s database [when? Where? How?], test the Deliverable Upgrades, provide access for the Client to the upgrade database and environment for Client testing (which shall be done within three (3) weeks of being made available by UNIVERUS), and then upgrade Client’s live system. Any issues, technical or functional, will be addressed in the test environment in accordance with Exhibit B of this agreement. If Client fails to test the upgrade database and environment within three (3) weeks of same being made available to Client by UNIVERUS, Client will pay UNIVERUS additional fees for any work performed to address Client’s issues after the end of the review period against Block Time at UNIVERUS’S associated Block Time rates.
UNIVERUS shall provide written notice to Client each time that an upgrade will be made to Client’s system. The Client shall cooperate with UNIVERUS to facilitate each such upgrade.
5. SOW and Change Orders.
a. Generally. Any Statement of Work (“SOW”) between UNIVERUS and the Client is considered part of and bound by the terms of this Agreement and will only have an effect if the SOW is signed by a representative of both Client and UNIVERUS. A SOW may describe limitations on the specific Deliverables, or the scope of specific Development and Consulting Services described or contingencies that must be met so that UNIVERUS may deliver the specific Deliverables or Consulting and Development Services. “Customization” for purposes of a SOW includes all acts related to changes or modifications to the software, including time that UNIVERUS must spend evaluating whether or how such changes may be made, modifications of screens, calculations, forms and tables, and the evaluation of partial and final implementation of the changes in the software.
b. Change Orders. Any change in an SOW is incorporated into this Agreement upon execution by the parties; provided, that minor changes (changes that require 8 hours or less of time expenditure by UNIVERUS (estimated)) to an SOW may be agreed to via email approval by the parties. All other Change Order Documents must be submitted by UNIVERUS and approved by Client prior to work starting. Any change in the scope of or hours of work covered by an SOW may be referred to by the parties as a Change Order (“CO”). To the extent of a conflict between (a) this Agreement and any SOW (including any CO), the terms of the SOW shall govern, and (b) any two or more SOWs (including any CO), the latest SOW shall govern.
3. FEES
1. Fees and Rate Schedule. Except for Hosting and Included Technical Support, all Services are provided by UNIVERUS to Client on a milestone basis as defined in the SOW.
2. Subscription Fees. The fees for Software as a Service (SaaS) where there is no sale of license of software and no separation of Hosting Fees from the Software Subscription Fees.
3. Hosting Fees. The fees for Hosting and UNIVERUS Software shall be payable in accordance with the Hosting and Univerus EULA.
4. Reimbursable Expenses. The hourly rates do not include UNIVERUS’S expenses incurred while performing Services of the type listed in Exhibit C (“Reimbursable Expenses”). Client will reimburse UNIVERUS for Reimbursable Expenses in accordance with Exhibit C within thirty (30)
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days of UNIVERUS providing Client with an invoice for Reimbursable Expenses, accompanied by supporting documentation.
5. Included Technical Support Fees. So long as Client is paying the subscription fees for Hosting, there are no separate fees for Included Technical Support.
6. Taxes. Client is a governmental agency exempt from the payment of sales and use taxes.
UNIVERUS is responsible for any taxes based upon UNIVERUS’S income. UNIVERUS shall not invoice the Client for any sales, use and other taxes (or taxes based on UNIVERUS’S net income) arising from the transactions contemplated by this Agreement.
4. CONFIDENTIAL INFORMATION
1. Definition. “Confidential Information” means all information that is not generally known to the public and in which either party, or its suppliers, clients or other person (to the extent such party owes a duty of confidentiality to any such person) has rights, including, without limitation, financial statements, customer lists and information, information regarding business planning, operations, organization, administrative, financial or marketing activities, management knowhow and techniques, series of instructions or statements comprising computer programs, system designs, modular program structures, system logic flows, file contents, video and report formats, coding techniques and routines, and file handling and special routines, to which UNIVERUS or the Client has rights, and all copies and tangible embodiments thereof (in whatever form or medium), that are not generally known to the public. Notwithstanding the foregoing, Confidential Information does not include information that:
i. is, as of the time of its disclosure, or thereafter becomes, part of the public domain through a source other than the receiving party; was known to the receiving party as of the time of its disclosure;
ii. is independently developed by the receiving party without reference to the Confidential Information; or
iii. is subsequently learned from a third party (i.e., neither UNIVERUS, BOS, the Client or any of their respective employees or agents) not subject to an obligation of confidentiality with respect to the information disclosed.
2. Restrictions. Each party agrees that, with respect to any Confidential Information that is disclosed by one party (the “Disclosing Party”) to the other party (the “Receiving Party”), except as expressly specified in this Agreement, the Receiving Party shall:
i. maintain the confidentiality of Confidential Information. ii. use such Confidential Information only in the performance by the Receiving Party of its obligations under this Agreement.
iii. limit dissemination of such Confidential Information to its employees or agents who have a need to use such Confidential Information for the purpose of performing the Receiving Party’s obligations under this Agreement; and iv. return such Confidential Information and any copies, extracts, or summaries thereof (whether prepared by the receiving party or otherwise, and regardless of whether in hard copy, computer memory, electronic media or otherwise) to the Disclosing Party upon the Disclosing Party’s request or the expiration or Termination of this Agreement, or, upon the Disclosing Party’s request, destroy the same and provide the Disclosing Party with a written certification of such destruction.
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3. Exceptions. Nothing in this Agreement shall limit the ability of a party in possession of the Confidential Information of the other to disclose such Confidential Information, and such party shall have no liability for such disclosure, if such disclosure is i. required to be made pursuant to law or regulation, government authority, duly authorized subpoena, or court order.
ii. required to be made to a court or other tribunal in connection with the enforcement of such party’s rights under this Agreement; or
iii. is approved by the prior written consent of the Disclosing Party.
4. Breach. Each party recognizes and acknowledges that in the event of any breach of Section 4.2 (either actual or threatened) by a Receiving Party, the Disclosing Party’s remedies at law shall be inadequate. Each party agrees that in such event, the Disclosing Party shall have the right to seek injunctive relief without the need to prove damages or post a bond, or specific performance or both, in addition to any and all other remedies and rights at law or in equity, and such rights and remedies shall be cumulative.
5. Survival of Restrictions. The terms of this Section 4 shall survive the expiration or earlier termination of this Agreement and will continue in full force and effect.
5. INTELLECTUAL PROPERTY
1. Ownership. UNIVERUS does not assign any right, title, or interest in Univerus Software and Deliverables to Client, nor do its licensees retain any right, title, or interest in and to the Deliverables. If Deliverables include or contain any materials that Client either provided to UNIVERUS for modification or inclusion as part of Deliverables (such materials are “Client Materials”), Client hereby assigns to UNIVERUS a non-exclusive, non-transferable license in Client Materials necessary to allow UNIVERUS to incorporate same for such limited purpose.
Notwithstanding the foregoing, the Client Data (as defined in Hosting and Univerus EULA) shall continue to be owned by the Client and licensed to UNIVERUS under the terms of the Hosting and Univerus EULA. Following termination of the Hosting and UNIVERUS EULA or this Agreement, whichever is earlier, Client will have thirty (30) days to download the Client Data from Univerus’ FTP site or other provided resource. Any work performed by UNIVERUS after the thirty (30) days’ period to facilitate data download will be billed on time and materials basis at Univerus’ then-current rates.
2. Licenses to Client. UNIVERUS grants to Client, subject to the restrictions, terms and conditions contained herein, a non-exclusive, non-transferable (except as set forth in Section 12.10), nonsublicensable license to install and use Deliverables to conduct its business. Client agrees not to distribute or display any Deliverables except as part of operating the SAP Software and to not use the Services to offer consulting, hosting, or software development services.
3. Background Knowledge. UNIVERUS shall retain the right to use its knowledge, experience, and know-how, including processes, ideas, concepts, and techniques, developed in the course of performing all Services under this Agreement. Nothing herein shall be construed to prevent UNIVERUS from developing or marketing its knowledge, experience, and know-how, including processes, ideas, concepts, and techniques, developed in the course of performing all Services under this Agreement, either alone or with others, provided that such use does not involve any unauthorized use of the Confidential Information of the Client under this Agreement.
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6. STAFFING
1. Staff Composition. UNIVERUS has complete discretion in determining the personnel used by UNIVERUS to provide Services, and such personnel may be employees, contractors, or consultants.
2. Non-solicitation. During the term of this Agreement, and for a period of one (1) year following the expiration or termination of this Agreement, Client agrees not to disrupt or interfere, or attempt to disrupt or attempt to interfere, with the business of UNIVERUS by directly or indirectly soliciting, recruiting, or attempting to recruit any of UNIVERUS’S employees, contractors or consultants or otherwise inducing or attempting to induce the termination of any employee, contractor, or consultant of UNIVERUS.
7. CLIENT RESPONSIBILITIES
1. Materials and Information from Client. Client shall provide UNIVERUS, in a timely fashion, with Client systems, data, networks, facilities, requirements, resources (“Client Systems”), Client Materials (if any), Client business practices and any other information reasonably required for the performance of the Services by UNIVERUS hereunder including by way of example only, information about any errors in operation of Client Systems.
2. General Assistance and Access from Client. Client shall provide UNIVERUS with reasonable access to the Client premises and Client Systems (including digital access) and will make Client employees and contractors available to answer questions as necessary for the performance of the Services and will generally cooperate fully with UNIVERUS in UNIVERUS’S provision of the Services. Client will
i. set up, maintain, and operate in good repair all environmental conditions and components at the Client site, including all networks, systems, and hardware, in or through which SAP Software operates and/or Client accesses or uses any of the Services and
ii. will take all actions and obtain all necessary authorizations and consents, whether from third parties or otherwise, reasonably necessary for UNIVERUS to perform the Services.
3. Liability and Extensions. UNIVERUS will not be in breach of this Agreement or liable for any failure to perform the Services due to any failure by the Client to provide the information or perform the tasks described in this Section 7. Any performance deadlines of UNIVERUS under this Agreement are extended by the time period of delay caused by any failure of the Client to provide the information or perform the tasks described in this Section 7.
8. CLIENT COMMUNICATIONS AND PROJECT MANAGEMENT
1. Client Contact. Client will designate a person to act as Client’s primary contact with UNIVERUS (the “Client Contact”). The Client Contact shall have overall responsibility for coordinating the performance of the Services with UNIVERUS, for acting as a day-to-day contact with the UNIVERUS Contact (as defined below) and for making available to UNIVERUS Client Systems and other support services from the Client required for UNIVERUS to be able to perform the Services in a timely and accurate manner.
2. UNIVERUS Contact. UNIVERUS will designate a person as UNIVERUS’S primary contact with Client (the “UNIVERUS Contact”). UNIVERUS Contact will have primary operational responsibility for UNIVERUS’S performance of the Services, including supervising all UNIVERUS
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personnel and other technical resources used in performing the Services, and will serve as dayto-day contact with the Client Contact.
9. WARRANTIES, INDEMNITIES AND LIMITED LIABILITY
1. Limited Warranties by UNIVERUS. UNIVERUS represents and warrants the following: (i) that UNIVERUS will use personnel trained to perform the Services and such Services will be performed in a workmanlike manner; and (ii). that UNIVERUS has all necessary rights legally required in order for UNIVERUS to provide the Services contemplated hereunder, including, without limitation, all intellectual property rights, including those owned by UNIVERUS and those owned by third parties and licensed to UNIVERUS, and that Client will not violate, infringe or misappropriate any intellectual property rights, registered or otherwise, of any third party, through its receipt and use of the Services as contemplated hereunder.
2. Limited Warranties by Client. Client represents and warrants the following:
i. Client has all necessary rights legally required in order for Client to provide and grant the rights in all Client Materials to UNIVERUS as contemplated hereunder. ii. The Client will obtain all necessary licenses to Client Systems necessary for UNIVERUS to provide Services regarding Client Systems.
iii. Client will at all times comply with Hosting and Univerus EULA; and
3. Indemnities. UNIVERUS will defend, indemnify, and hold harmless Client, its contractors, employees, licensors and officials against all actions, claims, damages and suits, costs and expenses, including legal fees (collectively, “Claims”) brought against Client by any third party arising out of any breach by UNIVERUS of its representation under Section 9.1(ii) hereof.
4. Limited Liability and Limited Remedies. EXCEPT WITH RESPECT TO A PARTY’S INDEMNITY
OBLIGATIONS HEREUNDER AND AS REQUIRED BY APPLICABLE LAW, THE ENTIRE LIABILITY OF
EACH PARTY HEREUNDER TO THE OTHER PARTY FOR OR UNDER ANY ACTIONS, CLAIMS OR SUITS
RELATED TO THIS AGREEMENT, WHETHER BASED UPON CONTRACT, TORT, OR ANY OTHER
CAUSE OF ACTION, WILL NOT EXCEED THE AMOUNTS PAID BY CLIENT TO UNIVERUS UNDER THIS
AGREEMENT IN THE TWELVE MONTHS IMMEDIATELY PRECEDING THE EVENT CAUSING SUCH LIABILITY. CLIENT AGREES THAT CLIENT’S EXCLUSIVE AND SOLE REMEDY FOR ANY FAILURE BY
UNIVERUS TO PERFORM ANY SERVICES AS REQUIRED UNDER THIS AGREEMENT IS LIMITED TO RE-PERFORMANCE OF SUCH SERVICES.
5. Exclusion of Consequential Damages and Limited Recourse. EXCEPT WITH RESPECT TO A PARTY’S INDEMNITY OBLIGATIONS HEREUNDER OR FOR ANY BREACHES OF SECTION 4 AND EXCEPT FOR OBLIGATIONS UNDER SECTION 9.3, NEITHER PARTY SHALL BE LIABLE FOR
CONSEQUENTIAL, INCIDENTAL, INDIRECT, PUNITIVE OR SPECIAL DAMAGES (INCLUDING LOSS OF
PROFITS, DATA, BUSINESS OR GOODWILL), EVEN IF ADVISED OF THE LIKELIHOOD OF SUCH DAMAGES OCCURRING.
6. No Other Warranties. EXCEPT FOR THE LIMITED WARRANTIES MADE IN THIS SECTION 9,
UNIVERUS MAKES NO WARRANTIES OF ANY KIND OR NATURE, WHETHER EXPRESS OR IMPLIED
INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR USE. CLIENT ACKNOWLEDGES THAT NO
STATEMENTS THAT MAY HAVE BEEN MADE BY UNIVERUS PERSONNEL TO CLIENT PRIOR TO
EXECUTION OF THIS AGREEMENT OR OUTSIDE OF THIS AGREEMENT INCLUDING ANY
STATEMENTS IN A SOW WILL BE CONSIDERED A WARRANTY OR OTHER STATEMENT ABOUT THE OUTCOMES OR QUALITY OF SERVICES PROVIDED.
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10. TERMINATION
1. Termination for Convenience. Either party may, at any time, upon sixty (60) days’ advance written notice terminate this Agreement for convenience.
2. Termination for Breach. UNIVERUS may terminate this Agreement upon breach of this Agreement by Client (including for breaches related to payment obligations of Client (that are not being disputed by Client in good faith) after thirty (30) days from the time UNIVERUS provides notice to Client of such breach and such breach is not cured; or (ii) if Client files for bankruptcy, becomes insolvent, or makes an assignment for the benefit of creditors. Client may terminate this Agreement immediately upon notice to UNIVERUS if UNIVERUS files for bankruptcy, becomes insolvent, or makes an assignment for the benefit of creditors.
3. Effects of Termination. Termination or expiration of this Agreement for any reason shall not affect any amounts due and payable for any Services or Deliverables completed up to and including the date of such termination or expiration. CLIENT ACKNOWLEDGES AND AGREES ALL AMOUNTS PAID FOR SERVICES ARE NONREFUNDABLE IN THE EVENT OF ANY TERMINATION.
4. Survival. All payment obligations as well as Sections 4 (Confidential Information), Section 5 (Intellectual Property), Section 6.2 (Non-Solicitation), Section 9 (Warranties, Indemnities and Limited Liability), and Section 12.12 (Arbitration) shall survive any termination of this Agreement.
11. FORCE MAJEURE AND DELAY
1. Force Majeure. Each party to this Agreement shall be excused from default or delay in the performance of its obligations hereunder if and to the extent that such default or delay is caused by an act of God, or the failure of any third party to provide software, materials or support that is needed to carry out the obligations hereunder, or other cause beyond its reasonable control, including but not limited to, work stoppages, fires, riots, accident, explosion, flood, storm, or failures or fluctuations in electrical power, heat light, air conditioning or telecommunications equipment. In such an event, the non-performing party shall be excused from performance for as long as such circumstances prevail and shall as soon as practicable notify the other of any actual or anticipated delay.
2. Other Permitted Delays. UNIVERUS’S performance under this Agreement is contingent upon the cooperation of the Client, including, without limitation, the supply to UNIVERUS of adequate resources and information as mutually agreed upon under this Agreement. If UNIVERUS is required to perform any Services by a certain time period, any delays in UNIVERUS’S performance occurring as a result of failure or untimely performance by the Client, UNIVERUS’S time requirement shall be extended to the extent of any such delay, and UNIVERUS shall not incur any liability to the Client as a result of such delay. The Client will use reasonable efforts to cure or otherwise resolve identified delay as soon as possible. In the event that the identified delay cannot be cured or otherwise resolved with thirty (30) days from receipt of such notice, UNIVERUS shall be entitled to terminate this Agreement and any SOW then in effect under Section 10.2 by giving written notice to the Client, such termination to be effective on the date indicated in said notice.
12. FURTHER UNDERSTANDINGS
1. Notices. All notices and other communications given or made pursuant to this Agreement (except for direct communications between Client Contact and the UNIVERUS Contact as
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contemplated in Section 8 and as otherwise specified in in this paragraph) shall be in writing and shall be deemed effectively given upon the earlier of actual receipt or i. personal delivery to the party to be notified.
ii. when received, if sent by electronic mail during the recipient’s normal business hours, and if not sent during normal business hours, then on the recipient’s next business day. iii. five (5) days after having been sent by registered or certified mail, return receipt requested, postage prepaid; or
iv. one (1) business day after the business day of deposit with a nationally recognized overnight courier, freight prepaid, specifying next-day delivery, with written verification of receipt. Notwithstanding the foregoing, all notices in connection with actual, attempted, suspected, or threatened terminations, expirations and breaches of this Agreement shall be in writing and shall only be deemed effectively given upon the earlier of actual receipt or
a.personal delivery to the party to be notified.
b.five (5) days after having been sent by registered or certified mail, return receipt requested, postage prepaid; or
c. one (1) business day after the business day of deposit with a nationally recognized overnight courier, freight prepaid, specifying next-day delivery, with written verification of receipt. All communications will be sent to the receiving party’s address as set forth in the introductory paragraph of this Agreement or to such other address as the receiving party may have provided for purposes of receiving notices as provided in this Section 12.
2. Binding Nature. This Agreement shall be binding on and inure to the benefit of the parties and their respective successors and permitted assigns.
3. Right to Perform Services for Others. The Client acknowledges and agrees that UNIVERUS, and its affiliates may perform for third parties’ services that are comparable or similar to the Services and UNIVERUS and such affiliates shall be free to provide such services.
4. Severability. If any provision of this Agreement, or the application thereof, shall for any reason and to any extent be determined by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions of this Agreement shall be interpreted so as best to reasonably effect the intent of the parties. The parties further agree to replace any such invalid or unenforceable provisions with valid and enforceable provisions designed to achieve, to the extent possible, the business purposes and intent of such invalid and unenforceable provisions.
5. Publicity. All media releases, public announcements and public disclosures by either party relating to this Agreement or the subject matter of this Agreement, including, without limitation, promotional or marketing material, but not including any announcement intended solely for internal distribution or any disclosure required by legal, accounting or regulatory requirements, shall be coordinated with and shall be approved in writing by the parties prior to such release, which approval shall not be unreasonably withheld or delayed.
6. Entire Agreement. This Agreement, all Exhibits and Schedules hereto and any SOW which specifically references itself as a description of Consulting and Development Services under this Agreement that has been executed by the parties constitute the entire agreement between the parties with respect to the subject matter hereof and supersede all agreements and understandings (including any sales quotes) between the Client and UNIVERUS with respect to
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the subject matter hereof made prior to the Execution Date. There are no representations, warranties, understandings, or agreements relating to the subject matter hereof which are not fully expressed in this Agreement. No amendment, modification, waiver, or discharge of this Agreement shall be valid unless in writing and signed by an authorized representative of the party against whom such amendment, modification, waiver, or discharge is sought to be enforced. To the extent there is any conflict between the terms and conditions of this Agreement and the Hosting and Univerus EULA, the terms of the Hosting and Univerus EULA shall prevail only as they apply to Hosting and Univerus Software.
7. Governing Law. This Agreement shall be governed by the laws of the State of Pennsylvania, without giving effect to its conflict of law provisions.
8. No Waiver. No waiver or failure to exercise any option, right or privilege under the terms of this Agreement by either of the parties hereto on any occasion or occasions shall be construed to be a waiver of the same on any other occasion or of any other option, right or privilege. Any consent by any party to, or waiver of, a breach of the other party, whether express or implied, shall not constitute a consent to, waiver of, or excuse for any different or subsequent breach.
9. Headings and References. The headings and captions used in this Agreement are used for convenience only and are not to be considered in construing or interpreting this Agreement. All references in this Agreement to “Sections”, “Exhibits” or “Schedules” shall, unless otherwise provided, refer to Sections hereof or Exhibits and Schedules attached hereto, all of which Exhibits, and Schedules are incorporated herein by this reference.
10. Assignment. This Agreement may not be assigned by either party without the prior written approval of the other party, which shall not be unreasonably withheld.
11. Independent Contractor. Nothing contained in this Agreement shall be construed to imply a joint-venture, partnership or principal-agent relationship between UNIVERUS and the Client.
UNIVERUS shall provide all Services as an independent contractor. UNIVERUS does not undertake by this Agreement or otherwise to perform any obligation of the Client, whether regulatory or contractual, or to assume any responsibility for the Client’s business or operations.
12. Arbitration. IN CONSIDERATION OF THE PROMISES IN THIS AGREEMENT, CLIENT AND
UNIVERUS AGREE THAT ANY AND ALL CONTROVERSIES, CLAIMS, OR DISPUTES RELATED TO A
CLAIM OR CAUSE OF ACTION (WHETHER IN CONTRACT OR TORT) THAT MAY BE BASED UPON,
OR RELATE TO THIS AGREEMENT, OR THE NEGOTIATION, VALIDITY, EXECUTION,
INTERPRETATION OR PERFORMANCE, SHALL BE SUBJECT TO BINDING ARBITRATION UNDER THE ARBITRATION RULES SET FORTH IN PENNSYLVANIA CODE OF CIVIL PROCEDURE (THE “RULES”) AND PURSUANT TO DELAWARE LAW.
i. Procedure. THE CLIENT AGREES THAT ANY ARBITRATION WILL BE ADMINISTERED BY THE AMERICAN ARBITRATION ASSOCIATION (“AAA”) AND THAT THE NEUTRAL
ARBITRATOR WILL BE SELECTED IN A MANNER CONSISTENT WITH ITS NATIONAL RULES FOR THE RESOLUTION OF COMMERCIAL DISPUTES. THE CLIENT AGREES THAT THE
ARBITRATOR SHALL HAVE THE POWER TO DECIDE ANY MOTIONS BROUGHT BY ANY
PARTY TO THE ARBITRATION, INCLUDING MOTIONS FOR SUMMARY JUDGMENT
AND/OR ADJUDICATION AND MOTIONS TO DISMISS AND DEMURRERS, PRIOR TO ANY ARBITRATION HEARING. THE CLIENT ALSO AGREES THAT THE ARBITRATOR SHALL HAVE THE POWER TO AWARD ANY REMEDIES, INCLUDING ATTORNEYS’ FEES AND COSTS,
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AVAILABLE UNDER APPLICABLE LAW. THE CLIENT AGREES THAT THE DECISION OF THE ARBITRATOR SHALL BE IN WRITING.
ii. Remedy. EXCEPT AS PROVIDED BY THE RULES AND THIS AGREEMENT, ARBITRATION
SHALL BE THE SOLE, EXCLUSIVE AND FINAL REMEDY FOR ANY DISPUTE BETWEEN THE CLIENT AND UNIVERUS.
iii. Availability of Injunctive Relief. BOTH PARTIES AGREE THAT ANY PARTY MAY PETITION
A COURT FOR INJUNCTIVE RELIEF AS PERMITTED BY THE RULES INCLUDING, BUT NOT
LIMITED TO, WHERE EITHER PARTY ALLEGES OR CLAIMS A VIOLATION OF ANY
CONFIDENTIAL INFORMATION OR INVENTION ASSIGNMENT AGREEMENT BETWEEN THE
CLIENT AND UNIVERUS OR ANY OTHER AGREEMENT REGARDING TRADE SECRETS, CONFIDENTIAL INFORMATION, NONSOLICITATION OR LABOR CODE. BOTH PARTIES
UNDERSTAND THAT ANY BREACH OR THREATENED BREACH OF SUCH AN AGREEMENT
WILL CAUSE IRREPARABLE INJURY AND THAT MONEY DAMAGES WILL NOT PROVIDE AN
ADEQUATE REMEDY THEREFOR AND BOTH PARTIES HEREBY CONSENT TO THE ISSUANCE
OF AN INJUNCTION, WITHOUT THE NEED FOR THE PROVING OF DAMAGES OR THE POSTING OF A BOND. IN THE EVENT EITHER PARTY SEEKS INJUNCTIVE RELIEF, THE
PREVAILING PARTY SHALL BE ENTITLED TO RECOVER REASONABLE COSTS AND ATTORNEYS’ FEES.
[Signature Page Follows]
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IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the day and year first above written.
Client: ___________________________________
By: ___________________________________
Name: ___________________________________
Title: ___________________________________
Date: ___________________________________
Univerus Inc.
By: ___________________________________
Name: ___________________________________
Title: ___________________________________
Date: ___________________________________
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13. Exhibit A Hosting and UNIVERUS EULA Terms
13.1 HOSTING AND UNIVERUS END USER LICENSE AGREEMENT
IMPORTANT - PLEASE READ CAREFULLY: This Hosting and Univerus End User License Agreement (the “Hosting and Univerus EULA”) is a legal agreement between Univerus Inc., a Delaware company (“UNIVERUS,” “we,” “our,” or “us”) and the Client agreeing to these terms (“Client,” “you,” or “your”). This Hosting and Univerus EULA governs Client’s use of the hosting services offered by UNIVERUS in connection with the SAP® ByDesign Software (“Hosting”) and certain proprietary software offered by UNIVERUS to facilitate Hosting (the “Univerus Software”), each as specifically identified in a statement of work executed by the Client with UNIVERUS (the “SOW”).
BY AGREEING TO THE MASTER SERVICES AGREEMENT BETWEEN YOU AND UNIVERUS (the “AGREEMENT”) OR USING HOSTING OR UNIVERUS SOFTWARE, YOU CONSENT TO BE LEGALLY BOUND BY ALL THE TERMS AND CONDITIONS OF THIS Hosting and Univerus EULA. IF YOU DO NOT AGREE TO ANY OF THE TERMS OF THIS Hosting and Univerus EULA, YOU MAY NOT USE HOSTING OR UNIVERUS SOFTWARE.
UNIVERUS RESERVES THE RIGHT, AT OUR DISCRETION, TO CHANGE, MODIFY, ADD OR REMOVE
PORTIONS OF THIS HOSTING AND UNIVERUS EULA AT ANY TIME BY GIVING A WRITTEN NOTICE VIA AN EMAIL MESSAGE TO THE CONTACT EMAIL THAT WE HAVE IN OUR RECORDS. YOU WILL BE DEEMED TO
HAVE ACCEPTED SUCH CHANGES BY CONTINUING TO USE HOSTING AND/OR UNIVERUS SOFTWARE SIXTY (60) DAYS FROM THE TIME OF SUCH EMAIL (SUCH SIXTY (60) DAY PERIOD IS “REVIEW PERIOD”).
WE MAY ALSO REVISE OTHER POLICIES, CODES OR RULES AT ANY TIME AND THE NEW VERSIONS WILL BE AVAILABLE ON THE UNIVERUS WEBSITE. NO AMENDMENT TO THIS HOSTING AND UNIVERUS EULA
SHALL APPLY TO ANY DISPUTE OF WHICH WE HAD ACTUAL NOTICE BEFORE THE DATE OF THE AMENDMENT. IF YOU DO NOT WISH TO ACCEPT THE UPDATED HOSTING AND UNIVERUS EULA TERMS, YOU MAY TERMINATE THE HOSTING AND UNIVERUS EULA BY PROVIDING A SIXTY DAYS’ WRITTEN
NOTICE PRIOR TO THE END OF THE REVIEW PERIOD, WHICH WILL TERMINATE YOUR RIGHTS TO USE HOSTING AND UNIVERUS SOFTWARE. IF WE REVISE THIS HOSTING AND UNIVERUS EULA AND SEEK
YOUR CONSENT TO BE BOUND BY SUCH REVISED HOSTING AND UNIVERUS EULA AND YOU DO NOT
AGREE TO BE BOUND BY SUCH REVISED HOSTING AND UNIVERUS EULA BEFORE USING HOSTING
AND/OR THE UNIVERUS SOFTWARE AGAIN, THEN NOTWITHSTANDING ANYTHING TO THE CONTRARY,
WE RESERVE THE RIGHT TO TERMINATE YOUR ACCOUNT AND USE OF HOSTING AND UNIVERUS SOFTWARE.
13.1.1 HOSTING.
i. Agreement to Provide Hosting. Subject to the terms and conditions of this Hosting and Univerus EULA, including the payment of the applicable subscription fees, UNIVERUS agrees to make Hosting available to Client. For avoidance of doubt, Hosting will not include any consulting services provided by UNIVERUS or other services, which are made available to Client subject to the terms and conditions of the Univerus Master Services Agreement. ii. Client Responsibilities. Client (i) will ensure that its authorized users keep their passwords secure and confidential, (ii) is solely responsible for all activity in Client’s account in Hosting, (iii) must use commercially reasonable efforts to prevent unauthorized access to its account, and notify UNIVERUS promptly of any such unauthorized access, (iv) is solely responsible for the development, content, operation, maintenance, and use of Client’s materials and data uploaded on Hosting (the “Client Data”), and (v) will adhere to all laws, rules, and regulations applicable
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to its use of Hosting, including all terms and conditions in the Cloud Provider Agreement (as defined below), which are incorporated herein by this reference. Client will be solely responsible for the accuracy, quality, and integrity of the Client Data. iii. Cloud Provider. Client acknowledges that Hosting and UNIVERUS Software are deployed and hosted on the cloud infrastructure provided by a third-party provider engaged by UNIVERUS (“Cloud Provider”). UNIVERUS is an authorized reseller of the Cloud Provider’s services and does not provide such services. By agreeing to this Hosting and Univerus EULA, you acknowledge that your use of Hosting is subject to a separate agreement between you and the Cloud Provider (the “Cloud Provider Agreement”). Furthermore, UNIVERUS does not, and cannot, make any representations, warranties, or guarantees to Client with respect to the specifications, features, service levels or capabilities of any cloud infrastructure or services, which are provided by Cloud Provider as per the terms and conditions set forth in the Cloud Provider Agreement including, without limitation, the service levels set forth therein. Your compliance with the Cloud Provider Agreement is a material condition of UNIVERUS entering into this Hosting and Univerus EULA and providing Hosting. iv. Limitations. As a condition of Client’s use of Hosting, Client agrees not to: (a) access, tamper with, or use any non-public areas of UNIVERUS’S or Cloud Provider’s systems; (b) attempt to probe, scan, or test the vulnerability of UNIVERUS’S systems or any related system or network or breach any privacy, security or authentication measures; (c) provide access to or utilize the Service under a time-share or service bureau arrangement or in any other manner, which would permit any third party, other than authorized users, to, directly or indirectly, utilize or otherwise benefit from the Service, whether or not for monetary or other consideration; or (d) interfere with, or attempt to interfere with, the access of any user, host or network, including, without limitation, sending a virus, overloading, flooding, spamming, or mail-bombing UNIVERUS’S systems.
v. Transition Option. Either party may, at any time upon sixty (60) days’ advance written notice, terminate the Hosting service without cause. Upon such termination, Client may request UNIVERUS to assist in the transition of the service to Client’s on-premises installation or a thirdparty service provider. UNIVERUS agrees to use commercially reasonable efforts to provide transition services on an hourly fee basis at the-then prevailing rate. In addition, Client will be responsible for any incremental costs incurred by UNIVERUS from Cloud Provider, including, without limitation, the following: (i) difference between the original per-license cost paid and the then-current per-license sales list price, (ii) prorated software maintenance for remainder of the calendar year, (iii) future cost of hosting to be paid by the Client, when software is not used in production environment future annual maintenance on all software licenses beyond the current calendar year proration (billed annually or other mutually agreed billing frequency), and (iv) cost of SAP Software at current published sales list price.
13.1.2 UNIVERUS SOFTWARE.
i. License Grant. Subject to the terms and conditions of this Hosting and Univerus EULA, including the payment of the applicable subscription fees, UNIVERUS grants you a personal, limited, nonexclusive, non-transferable license (except as expressly set forth in the Univerus Master Services Agreement) to electronically access and use the UNIVERUS Software for your internal business purposes. For avoidance of doubt, the term UNIVERUS Software includes the UNIVERUS’S proprietary software identified on the Statement of Work and includes any other programs,
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tools, internet-based services, components, and any updates (for example, UNIVERUS Software maintenance, service information, help content, bug fixes, or maintenance releases etc.) of the UNIVERUS Software that UNIVERUS provides or makes available to you. ii. Limitations. UNIVERUS Software is licensed solely to be used by your authorized users for your internal business purposes and any other use including for third parties is expressly prohibited.
UNIVERUS reserves all rights not expressly granted to you in this Hosting and Univerus EULA.
Without limiting the generality of the foregoing, you shall not, nor shall you permit any other party to:
a. make copies of the UNIVERUS Software except as expressly set forth in this Hosting and Univerus EULA; or
b. disassemble, decompile, reverse engineer, or translate any part of the UNIVERUS Software, or otherwise attempt to reconstruct or discover the source code of the UNIVERUS Software, except and only to the extent that such activity is expressly permitted by applicable law notwithstanding this limitation; or c. modify or create derivative works based upon the UNIVERUS Software; or d. externally distribute, sublicense, resell, encumber, or otherwise transfer the UNIVERUS Software; or
e. rent, lease, lend, or use the UNIVERUS Software, or any part thereof, for timesharing or bureau use; or
f. allow a third party to copy, access, or use the UNIVERUS Software (except as expressly provided in this Hosting and Univerus EULA); or
g. alter or remove any copyright, trademark or other proprietary notice which may appear on the UNIVERUS Software; or
h. take any action that would cause the UNIVERUS Software to be placed in the public domain or become subject to an open-source license agreement. iii. Third Party Software. In addition to the UNIVERUS Software, certain third-party programs or code identified on the Statement of Work may be provided to you in connection with Hosting (“Third Party Software”). Such Third-Party Software is made available under the terms and conditions of separate and distinct end user license agreements (collectively, the “Third Party Licenses”). BY INSTALLING, COPYING OR OTHERWISE USING SUCH THIRD-PARTY SOFTWARE, YOU AGREE TO BE BOUND BY THE TERMS OF THE THIRD-PARTY LICENSES. IF YOU DO NOT AGREE TO ALL SUCH TERMS, DO NOT INSTALL OR USE THE THIRD-PARTY SOFTWARE. iv. SAP® ByDesign License. Client acknowledges that Hosting is conditioned upon Client paying for the subscription (“SAP Software”). In connection with Hosting rendered hereunder and the Client’s license of the SAP Software, Client is required to accept the terms of SAP’s nonexclusive license to use the SAP Software (“SAP EULA”) and UNIVERUS may withhold performance of Hosting until SAP EULA is executed and in effect. Client agrees that use of SAP Software is subject to SAP EULA and agrees to be bound by SAP EULA.
13.1.3 OWNERSHIP.
i. UNIVERUS Ownership. All right, title and interest in and to Hosting and UNIVERUS Software and all workflow processes, user interface, designs, know-how, and other technologies used by
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UNIVERUS as part thereof and any intellectual property rights embodied therein, together with any enhancements, improvements or modifications made thereto, is and shall remain the sole and exclusive property of UNIVERUS and/or SAP® and/or Third Party, whether created alone or in conjunction with any third party. Except for the rights specifically granted within this Agreement, Client is granted no other rights in or to Hosting or the UNIVERUS Software licensed hereunder. Client shall not obtain any rights, title, or interests to Hosting, UNIVERUS Software or any intellectual property rights embodied therein, including any modifications, enhancements, improvements, or other alterations made thereto, by virtue of this Hosting and Univerus EULA, operation of law or otherwise. This Hosting and Univerus EULA is a license and not an agreement for sale.
ii. Client Ownership. Subject only to the limited license expressly granted hereunder, as between Client and UNIVERUS, UNIVERUS acquires no right, title, or interest from Client in or to Client Data, including any intellectual property rights therein.
13.1.4 SUBSCRIPTION PERIOD.
i. Termination. Either party may terminate this Hosting and Univerus EULA for cause upon sixty (60) days’ prior written notice to the other party if there is any material default or breach of this Hosting and Univerus EULA by the other party, unless the defaulting party has cured the material default or breach within the thirty (30) day notice period. UNIVERUS may terminate this Hosting and Univerus EULA immediately following written notice if: (i) SAP terminates the Client’s license to use the SAP Software for any reason; (ii) Client’s actions expose or threaten to expose UNIVERUS to any liability, obligation, or violation of law; (iii) Client breaches the Cloud Provider Agreement; (iv) upon failure of Client to pay amounts owed to UNIVERUS if such amounts are not paid within thirty (30) days of UNIVERUS providing written notice of such failure to pay; or (v) Client has ceased to operate in the ordinary course of business, made an assignment for the benefit of creditors, or similar disposition of Client’s assets, or has become the subject of any bankruptcy or dissolution proceeding. ii. Effect of Termination. Upon termination of this Hosting and Univerus EULA for any reason other than by Client for UNIVERUS’S uncured material breach, such fees shall become due and payable within ten (10) business days of the termination. UNIVERUS will reasonably cooperate in the transition of Client’s services by providing a backup copy of Client Data, on a time-andmaterials basis at UNIVERUS’S then-current rates.
13.1.5 SUBSCRIPTION FEES.
i. Fees. The upfront fees and subscription fees for Hosting and UNIVERUS Software will be as mutually agreed by the parties and set forth in a Purchase Order. Except as otherwise specified in this Hosting and Univerus EULA (i) fees are fully earned upon receipt by UNIVERUS, and (ii) payment obligations are non-cancelable and not subject to set-off or deduction and fees paid are non-refundable.
ii. Payment Terms. Unless otherwise agreed in a Purchase Order, UNIVERUS will invoice Client for upfront fees and expenses and the subscription fees will be invoiced and payable as per the schedule set forth in the Purchase Order. Client will pay each such invoice upon receipt by way of ACH (Automated Clearing House). Any such amounts not paid within thirty (30) days of the date of invoice shall bear interest at the rate of 1.5% per month calculated daily and compounded monthly or, if lower, the highest rate permitted under applicable law. You must
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have sufficient funds in a U.S. checking or savings account to cover an electronic debit of the subscription fee to obtain access to Hosting and UNIVERUS Software. The payment information you provide must be accurate and complete, and you agree to notify us promptly of any change in the payment information. When you subscribe and provide payment information, your bank account will be debited, and will be automatically re-debited by way of ACH (Automated Clearing House) at the beginning of each applicable payment period at the then-current subscription rate to maintain access to Hosting and UNIVERUS Software. iii. Taxes. Client is a tax-exempt governmental agency.
13.1.6 DISCLAIMER OF WARRANTIES.
i. EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE UNIVERUS SOFTWARE AND HOSTING ARE PROVIDED "AS-IS" AND, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
UNIVERUS, ITS AFFILIATES, LICENSORS, THIRD-PARTY CONTENT OR SERVICE PROVIDERS, DEALERS AND SUPPLIERS (COLLECTIVELY, "SUPPLIERS") DISCLAIM ALL GUARANTEES AND
WARRANTIES, WHETHER EXPRESS, IMPLIED OR STATUTORY, REGARDING THE UNIVERUS
SOFTWARE AND HOSTING, INCLUDING ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, TITLE, MERCHANTABILITY, AND NON-INFRINGEMENT. UNIVERUS DOES NOT
WARRANT THAT THE UNIVERUS SOFTWARE IS SECURE OR FREE FROM BUGS, VIRUSES,
INTERRUPTION, OR ERRORS, OR THAT THE UNIVERUS SOFTWARE WILL MEET YOUR REQUIREMENTS. TO THE EXTENT THAT EXCLUSION OF IMPLIED WARRANTIES ARE NOT PERMITTED BY LAW, ANY IMPLIED WARRANTIES ARE LIMITED IN DURATION TO SIXTY (60) DAYS
FROM THE COMMENCEMENT DATE, AS APPLICABLE, TO THE EXTENT PERMITTED BY APPLICABLE LAW. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE.
13.1.7 LIMITATION OF LIABILITY AND DAMAGES.
i. [NO - CONFORM TO MSA AMENDMENTS] THE ENTIRE CUMULATIVE LIABILITY OF UNIVERUS
AND ITS SUPPLIERS FOR ANY REASON ARISING FROM OR RELATING TO THIS HOSTING AND
UNIVERUS EULA SHALL BE LIMITED TO THE AMOUNT PAID BY YOU FOR HOSTING IN THE TWELVE MONTHS IMMEDIATELY PRECEDING THE EVENT CAUSING LIABILITY. TO THE
MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, UNIVERUS AND ITS SUPPLIERS SHALL NOT
BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES OR FOR ANY DAMAGES RELATING TO LOSS OF BUSINESS, TELECOMMUNICATION
FAILURES, THE LOSS, CORRUPTION OR THEFT OF DATA, VIRUSES, SPYWARE, LOSS OF PROFITS
OR INVESTMENT, USE OF HOSTING OR UNIVERUS SOFTWARE WITH HARDWARE OR OTHER SOFTWARE THAT DOES NOT MEET UNIVERUS’S SYSTEMS REQUIREMENTS OR THE LIKE,
WHETHER BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR
OTHERWISE, EVEN IF UNIVERUS OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF
SUCH DAMAGES, AND EVEN IF A REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE. SOME STATES DO NOT ALLOW THE LIMITATION AND/OR EXCLUSION OF
LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. FURTHER, THE CLIENT IS FOREVER BARRED FROM
BRINGING ANY CLAIMS, SUITS OR ACTIONS AGAINST UNIVERUS RELATED TO ANY SERVICES OR SOFTWARE PROVIDED UNDER THIS HOSTING AND UNIVERUS EULA MORE THAN TWO (2) YEARS AFTER THE DATE ON WHICH UNIVERUS RENDERED THE APPLICABLE SERVICES OR SOFTWARE.
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13.1.8 INDEMNIFICATION.
i. Client will defend, indemnity, and hold harmless UNIVERUS, its Suppliers, including their respective agents, employees, officers, directors, and representatives, from and against any liabilities, damages, losses, costs, attorney fees arising out of or relating to any third party claim (including, without limitation, Cloud Provider) as a result of any acts or omissions of Client in violation of, or arising out of, this Hosting and Univerus EULA (including any breach of any representation or warranty contained herein), the Cloud Provider Agreement or SAP Software license agreement.
13.1.9 BASIS OF BARGAIN.
i. THE PARTIES ACKNOWLEDGE AND AGREE THAT THE FOREGOING SECTIONS ON WARRANTY
DISCLAIMER, LIMITATION OF LIABILITY AND INDEMNIFICATION FAIRLY ALLOCATE THE RISKS
BETWEEN THE PARTIES, WHICH IS REFLECTED IN THE PRICING OFFERED BY UNIVERUS TO CLIENT IS AN ESSENTIAL ELEMENT OF THE BASIS OF THE BARGAIN BETWEEN THE PARTIES.
13.1.10 CONSENT TO CONDUCT BUSINESS ELECTRONICALLY (CONSENT). i. Consent to Electronic Communications. UNIVERUS may be required by law to send communications to you that may pertain to Hosting, UNIVERUS Software or the use of information you may submit to UNIVERUS. Additionally, certain of the third-party services you choose may require communications with the third parties who administer these programs. You agree that UNIVERUS, on behalf of itself, and others who administer such services (as applicable), may send communications to you by email and/or may make communications available to you by posting them at one or more websites. You consent to receive these communications electronically. The term “communications” means any notice, record, agreement, or other type of information that is made available to you or received from you in connection with Hosting, UNIVERUS Software and the third-party services. ii. Consent to Do Business Electronically. The decision whether to do business electronically is yours, and you should consider whether you have the required hardware and software capabilities described below. Your consent to do business electronically and our agreement to do so covers all transactions you conduct through Hosting and UNIVERUS Software for as long as you remain a subscriber to Hosting and/or UNIVERUS Software. iii. Hardware and Software Requirements. In order to access and retain an electronic record of communications, you will need: a computer, a monitor, a connection to an Internet service provider, Internet browser software that supports 128-bit encryption, and an e-mail address. By agreeing to this Hosting and Univerus EULA, you are confirming to us that you have the means to access, and to print or download, communications. We do not provide ISP services. You must have your own Internet service provider.
iv. Withdrawal of Consent. If you later decide that you do not want to receive future communications electronically, please inform the UNIVERUS support team. v. Changes to Your Email Address. You agree to notify us promptly of any change in your email address.
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14. Exhibit B Services that support Client’s use of Software Services provided are categorized into two groups:
1. Implementation Services – defined as the services provided for the implementation of the Software to include all activities defined in the associated SOW and tasks from the detailed Project Plan. These Services will fall into the following categories:
a. Project Management Services – defined as the coordination and administration services related to the planning and execution of a particular project. b. Functional Consulting Services – defined as the services provided to the Client related to interaction and understanding of requirements, providing training, configuring the system in accordance with Client needs, defining functional specifications for requested customizations.
c. Technical Consulting Services – defined as development and customization related services for the Client. Technical Consulting Services includes understanding the functional requirement from the functional specs, translating functional specifications into technical specifications, providing development effort as per the technical specifications.
2. Support Services – defined as the on-going services provided to the Client for the management of Software issues/bugs and enhancements (the “Support Services”). These Support Services will fall into the following categories and are subject to the terms defined in Exhibit C. a. Technical Support – defined as support provided to the Client for issues related to computer network infrastructure. Technical support helps provide support for analysis, implementation, and translation of a computer network infrastructure, as they translate the functional specifications into technical specifications. Technical Support does not include addressing non-UNIVERUS controlled issues.
b. Functional Support – defined as support provided to guide the specific use of business applications. Functional Support helps to configure systems according to Client needs and works to understand the Client’s processes to manage the day-to-day functioning of a program or system.
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15. Exhibit C – Support Terms and Conditions
15.1 TECHNICAL AND FUNCTIONAL SUPPORT SERVICES
15.1.1 Definitions:
• Technical Support: is usually non-billable as it is covered under the Software Maintenance paid by the customer annually. If Software Maintenance is not paid, then all Technical Support will be billable as the software provider will no longer provide support time to UNIVERUS for this 1st level of support for software bugs or system faults. This is support provided to the Client for issues related to software bugs, system faults, and computer network infrastructure should the system be hosted in a UNIVERUS provided environment. Technical Support helps provide support for analysis, implementation, and translation of software bugs, systems faults, and computer network infrastructure, as they translate the functional specifications into technical specifications. Technical Support does not include addressing non-UNIVERUS controlled issues or systems.
o Technical Support includes, but is not limited to, the following:
▪ Bugs or technical issues in SAP Software, UNIVERUS Software or mutually agreed Add-Ons provided as part of the Client solution including license, login, and general software errors.
▪ Adding or removing cloud users if hosted on the UNIVERUS provided environment.
▪ Troubleshooting cloud login issues if hosted on the UNIVERUS provided environment.
▪ Handling requests for links to information or resources that Client can use to research items on their own.
▪ Direct access to e-learning materials for Client’s staff. UNIVERUS will provide access to the SAP published Application e-learning and related materials at no cost.
• Functional Support: This is support provided to guide the specific use of business applications rather than resolve a software bug or other fault in the system. Functional Support helps to configure systems according to Client needs and works to understand the Client’s processes to manage the day-to-day functioning of a program or system. o Functional Support includes, but is not limited to, the following:
▪ New/custom queries, reports, functions, UDFs, UDTs, UDOs, Stored Procedures.
Software customization requests will be estimated and are subject to written approval prior to work starting.
▪ One Annual business Assessment - UNIVERUS will conduct a one day onsite proactive business assessment to further enhance business processes with Client as part of Functional Support.
▪ Software upgrade support – including database backup, test environment preparation.
▪ Onsite Support for any issue.
▪ Training and/or review of existing system functions.
▪ Support of Non-UNIVERUS controlled systems or issues.
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• Normal Business Hours are from 8:00 AM to 5:00 PM and do not include weekends or predefined holidays. • Premium Support includes support coverage for nights and weekends outside Normal Business Hours. Premium Support is under a separate agreement and can be purchased upon request. • Non-UNIVERUS Controlled Issues - any issue arising due to:
o modifications to Client SAP Software not made by UNIVERUS as part of providing Consulting and Development Services.
o operation of Client SAP Software in an operating environment not approved by UNIVERUS: and/or
o circumstances not reasonably anticipated by UNIVERUS or not under UNIVERUS’S control.
o All non-UNIVERUS Controlled Issues are deemed a billable service. • On-site Support is support provided by UNIVERUS at the Client’s place of business. All Onsite Support shall be deemed billable service.
• Training is instruction provided to Client’s personnel in the use of UNIVERUS Application Environment to operate Client SAP Software. Any request for Training will be estimated and subject to written approval prior to work starting. All Training shall be deemed billable service. • UNIVERUS Application Environment - Client’s systems that are used to run Client SAP Software. • Support Requests Requirements. To receive Technical Support or Functional Support, the Client submits a request to:
o UNIVERUS by telephone at 1-866-355-5989, via email to [email protected] or through the Web-based ticketing system at unityprod.net/support/dashboard, and o indicates their level of severity for such inquiry (based upon the criteria listed in chart below). UNIVERUS determines, in its sole discretion, what level of severity the request will be treated as such in UNIVERUS’S response back to Client. All Support Requests are reviewed, and Support notifies Client which classification the ticket falls into, whether “Technical Support” or “Functional Support,” before any hours are allocated to included or pre-purchased hours or billed.
• Response Time. Upon receiving a Client’s Support Request, UNIVERUS will use reasonable best efforts, to return at least a preliminary response within the time frames outlined in the chart below. The time to solve each of the applicable problems will depend on UNIVERUS’S diagnosis and will be addressed within the defined response times.
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Client Support Prioritization and Response Time
Priority Severity Description Initial
Response
Time
Targeted
Solving
Period
1 Critical Issue within the UNIVERUS Application Environment renders Client production system at complete
standstill and causes severe impairment of vital
functions in the UNIVERUS Application Environment.
2 hours Based on
UNIVERUS
Diagnosis
2 High Issue within the UNIVERUS Application Environment affects Client production system, with serious
interruptions to central functions, or leading to a
serious interruption of business.
4 hours Based on
UNIVERUS
Diagnosis
3 Medium Issue within the UNIVERUS Application Environment leading to interruptions in normal operations caused
by a malfunctioning or unavailable function.
8 hours Based on
UNIVERUS
Diagnosis
4 Low Case within the UNIVERUS Application Environment
with no or only minor interruptions in normal
operations, including but not limited to
malfunctioning or unavailable functions that are not
required daily or not used regularly.
16 hours Based on
UNIVERUS
Diagnosis
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16. Exhibit D – Subscription and Fee Structure
SAP Cloud Service Schedule (for indirect sales)
Effective (“Effective Date”)
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This SAP Cloud Service Schedule (for indirect sales) (“Cloud EULA Acceptance Form”) is between , with offices at
, , ,
(hereinafter “SAP”) and
, with offices at
,
, ,
(hereinafter “Customer”), together referred to as “Parties”.
Relevant SAP Partner: ,
,
, ,
("Partner")
RECITAL
WHEREAS, Customer has purchased or will purchase the right to use certain SAP cloud services for a certain period of time as set out in Schedule 1 from the Partner as well as certain non-recurring services as set out in Schedule 2.
WHEREAS, SAP wants to grant Customer the right to use the SAP cloud services as set out in Schedule 1.
NOW THEREFORE, the Parties agree as follows:
1. Any terms not defined in this Cloud EULA Acceptance Form will have the meaning ascribed to them in the General Terms and Conditions for SAP Cloud Services (indirect sales).
2. Customer agrees to use the SAP cloud services listed in Schedule 1 and other non-recurring services listed in Schedule 2 (if any) in accordance with the terms and conditions of the following documents in effect as of the effective date which are incorporated and made a part hereof by reference. All documents are listed in order of precedence and collectively referred to as the “Agreement”.
Agreement Location
1. Cloud EULA Acceptance
Form
2. Cloud Service
Supplemental Terms and
Conditions
(“Supplement”)
http://go.sap.com/about/agreements/cloud-services.html? language=language:191901819004529893981018648881942&search=Supplement
3. Support Policy for
SAP Cloud Services
http://go.sap.com/about/agreements/cloudservices.html?search=Service%20Level%20Agreement
4. Service Level Agreement
for SAP Cloud Services
(“SLA”)
http://go.sap.com/about/agreements/cloudservices.html?search=Service%20Level%20Agreement
5. Personal Data Processing
Agreement for SAP Cloud
Services which will serve as
a commissioned written data
processing agreement.
http://go.sap.com/about/agreements/cloud-services.html?search=Data%20Processing
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6. General Terms and
Conditions for SAP Cloud
Services (for indirect
sales) for (“Cloud EULA”)
https:/www.sap.com/about/agreements/end-user-agreements.html? sort=latest_asc&search=Terms%20and%20Conditions
Customer has had the opportunity to review the General Terms and Conditions for SAP Cloud Services (for indirect sales) and the incorporated documents prior to executing this Cloud EULA Acceptance Form.
SAP recommends that Customer prints copies of these documents for Customer's records. All defined terms in the Cloud EULA used in this Cloud EULA Acceptance Form have the meaning stated in the Cloud EULA. All references in the Supplements to “Service” mean “Cloud Service”, and to “Named Users” mean “Authorized Users.”
3. Under this Agreement, Customer only receives the right to use cloud services set out in Schedule 1 and the other non-recurring services set out in Schedule 2 (if any); the fees for the cloud services set out in Schedule 1 and the other non-recurring services set out in Schedule 2 (if any) themselves are not contemplated under this Agreement. SAP does not accept any liability for the provision of services by the Partner.
4. Customer's contact details for sending system notices are:
System provisioning notification recipient name:
System provisioning notification recipient e-mail:
The system provisioning notification recipient name and e-mail address are necessary for system notices.
5. With regard to the Personal Data Processing Agreement for SAP Cloud Services the following changes apply:
(a) The definition “Order Form” will be replaced by the definition “Cloud EULA Acceptance Form”; (b) In Section 2.1, “Cloud Services selected by Customer” will be replaced by “Cloud Service set out in Schedule 1 (Cloud Services) to the Cloud EULA Acceptance Form”; and (c) In Appendix 1 under Data Exporter, the underlined part will be included:
“The Data Exporter is the Customer who subscribed via a Partner to a Cloud Service…”.
6. New data protection terms and conditions for previously ordered SAP cloud services. From the Effective Date of this Cloud EULA Acceptance Form, the Personal Data Processing Agreement for SAP Cloud Services will apply to the Cloud Services set out in Schedule 1 as well as to all previously ordered SAP cloud services.
6. Signatures sent by electronic means (facsimile, scanned and sent via e-mail, or signed by electronic signature service by using means implemented by SAP – for example DocuSign) shall be deemed original signatures.
IN WITNESS WHEREOF, the Parties hereto have caused this Cloud EULA Acceptance Form to be executed by their respective authorized representatives.
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Accepted By:
(Customer)
Signature:
SCHEDULE 1 CLOUD SERVICES
The table shows the Cloud Service, Usage Metrics and volume purchased by the Partner from SAP for the Customer as well as subscription term end.
Period To:
Licensing Model before April 2020 Enter Amount
SAP Cloud Service Usage Metric Usage Metric Limitation
SAP ByDesign Base Fee Entitlement Package
SAP ByDesign SCM Enterprise User Users
SAP ByDesign Standard Enterprise User Users
SAP ByDesign CRM Sales Team User Users
SAP ByDesign SCM Team User Users
SAP ByDesign Project Mgmt Team User Users
SAP ByDesign Project Mgt Self Serv User Users
Signature:
Name:
Title:
Date:
Name:
Title:
Date:
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SAP ByDesign SCM Self-Service User Users
SAP ByDesign Standard Self-Service User Users
SAP ByDesign Addition. Productive Tenant Tenants
SAP ByDesign Localization Fee Entitlement Package
SAP ByDesign Test Tenant Tenants
SAP ByDesign Enterprise Private Edition Entitlement Package SIMPLIFIED Licensing Model up from April 2020 Enter Amount SAP Cloud Service Usage Metric Usage Metric Limitation
SAP ByDesign Base Fee Entitlement Package
SAP ByDesign Advanced user Users
SAP ByDesign Core User Users
SAP ByDesign Self-service User Users
SAP ByDesign Addition. Productive Tenant Tenants
SAP ByDesign Localization Fee Entitlement Package
SAP ByDesign Test Tenant Tenants
SAP ByDesign Enterprise Private Edition Entitlement Package (**) Usage Metric Limitations stated above represent the maximum annual quantity of Usage Metrics over a 12-month period, except where the period between Product Start Date and Product End Date is less than one year. In that case the stated Usage Metric Limitation is the actual prorated amount.
Subscription Term, Automatic renewal. The initial subscription term will begin on the start date and will be effective until the end date, unless Partner is otherwise notified by SAP. After the initial subscription term, the subscription term is automatically extended unless terminated by the Partner in compliance with the partner agreement.
SCHEDULE 2 NON-RECURING SERVICES
The table shows other non-recuring services purchased by Partner from SAP for the Customer.
Services provided by SAP. SAP will provide the non-recurring services on behalf of Partner to the Customer subject to the terms of the partner agreement.
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PDS Cloud Subscription Agreement
CUSTOMER PERSONNEL DATA SYSTEMS, INC.
ADDRESS (Hereinafter, “PDS”)
470 Norristown Road, Suite 202
Blue Bell, PA 19422
Price Quotation Expiration Date: Salesperson
1. RIGHTS USE: Pursuant to this Cloud Subscription Agreement (hereinafter “Agreement”) Personnel Data Systems, Inc. (hereinafter “PDS”) grants to Customer, its subsidiaries and affiliates, and their respective successors, a personal, perpetual, non-transferable and non-exclusive right to (a) use the Vista® System components as identified in Addendum A and its related documentation for record and data storage (collectively the “System”) and to (b) access the System via remote access solely for the purpose of inquiry, update, processing, and reporting, in the conduct of Customer’s, its subsidiaries’ and affiliates’ data storage, reporting and processing needs, (collectively the “Service”) subject to the terms and conditions hereinafter set forth in Sections 5 and 9.
2. CLOUD SUBSCRIPTION SERVICES: PDS will provide the Cloud Subscription Services facility including the Service as further defined herein. PDS will install, as part of the Service, three (3) environments – Production, Test and Training and ensure, using the Training database, that it is operating successfully with PDS-supplied test data. From time to time and on a scheduled basis, with advanced notice, PDS will need to apply updates and enhancements to components in the environment including but not limited to the operating system(s), the DBMS, or to the Vista software. This may warrant a brief suspension of the Service to the Customer. Except for tax compliance updates and one-time emergency updates that have universal application among all Customers, PDS will apply updates to the Test environment with notice to Customer. Upon completion of that process, Customer will be notified that it should begin testing as it sees fit with an expected deployment to the production environment thirty (30) days thereafter. PDS shall use commercially reasonable efforts to provide the Service on a 24 hours per day by 365 days per year basis. Customer understands and agrees that, nonetheless, the Service may be unavailable or inoperable from time to time for reasons such as software, database and operating system updates; equipment malfunctions; periodic maintenance procedures and causes beyond PDS’ control.
3. PDS RESPONSIBILITIES: PDS shall provide sufficient computer infrastructure, equipment, network bandwidth and security within the environment to access Vista. PDS shall provide Operating System Management for all servers provided for use by Customer. In the event of a Service Impacting Event as described in Section 4 (a) below, PDS will restore and replicate, as nearly as possible, Customer’s system, environment, and data, subject to the last available backup.
If an event occurs necessitating restoration and replication, PDS will provide a Recovery Point Objective (RPO) of four (4) hours and Recovery Time Objective of twelve (12) hours. PDS will maintain backups in accordance with PDS’ standard retention policy, but in no event less than daily and including cumulative backups. All services shall be provided in accordance with generally accepted industry standard practices that include reasonable administrative, technical, and physical safeguards to protect Customer’s data from loss, misuse, unauthorized access, disclosure, alteration, and destruction.
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4. SERVICE LEVEL COMMITMENT:
(a) The Service and data centers are vulnerable to interruption from, among other things, fire, natural disaster, power loss, telecommunications failure, connectivity failure, terrorist acts, war, unauthorized entry or access, human error, and computer viruses or other defects. They may also be subject to sabotage, intentional acts of vandalism, ransomware, and similar misconduct.
(b) If any such event noted in Section 4 (a) occurs, PDS will notify Customer within two (2) hours or in accordance with applicable law. Thereafter, PDS will proceed in accordance with its recovery procedures to restore the Service. (c) PDS guarantees 99.75% Service Availability which is defined as the time the Service can receive, process, and respond to requests during a rolling thirty (30) day period, excluding system maintenance (scheduled or unscheduled) and upgrades, infrastructure and network infrastructure maintenance, Customer caused error incidents, loss of Service and Force Majeure. Service Availability is calculated as a percentage by dividing the number of minutes the Service is available during the applicable month by the total minutes in the applicable month minus Scheduled Maintenance, excluding, in all cases, the exclusions above. (d) If PDS fails to provide Service Availability in accordance with the guarantee above, subject to the exceptions noted herein, then Customer shall be entitled to a credit of one (1) day of Subscription fees presently in effect. In the event the outage or service impacting event exceeds 8 consecutive hours whereby PDS and or its Vendor partners fail to restore service, Customer shall be credited three (3) days of Subscription fees for each consecutive 8-hour period or part thereof.
5.TERMS OF USAGE: Customer acknowledges that access and use of the System and Service is limited to maintaining and processing Compensated Employees (“Compensated Employees”), defined as persons receiving a check, advice of deposit or otherwise compensated using Vista Payroll or, in the absence of Vista Payroll, are HR Only Employees (“HR Only Employees”), defined as persons that do not have a Terminated status in Vista and are not Compensated Employees [collectively “Active Employees”]. In addition, Customer may provide access to Vista’s self-service for terminated employees (“Terminated Web Employees”). Each such Active Employee and Terminated Web Employee shall be counted only once in a month for purposes of determining the count of an employee used in the PerEmployee-Per-Month (PEPM) calculation regardless of the frequency of payroll processing, self-service access frequency (if at all), HR status or other activity. PDS does not, however, count COBRA participants, terminated employees and Retirees not having access to self-service unless Retirees receive pension checks or benefits through the System. PDS may utilize a script, program, utility, sequence of instructions or the functional equivalent to determine an accurate count of such Active Employees and Terminated Web Employees, for calculating monthly Subscription fees.
Customer shall have a non-transferable and non-exclusive right to use the System and Service only to process its own data and the data of its subsidiaries and affiliates. Customer shall not permit access to the System, Service or Documentation by agents, consultants or independent contractors to Customer who have not been authorized by PDS or who have not executed a non-disclosure agreement with Customer. Customer shall notify PDS that it has so engaged a third party and that said third party is authorized to act on behalf of Customer.
6. ACA and W-2 SERVICES: PDS provides the option of Affordable Care Act (ACA) printing and filing services, along with W-2 printing. Those services are subject to a separate annual agreement detailing the fees for the services offered.
7. TAX FILING SERVICE: If Customer elects to outsource its payroll tax filing obligations; Customer shall contract with a PDS’ Tax Filing Partner. All such fees for services will be paid directly to such Partner.
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8. PROFESSIONAL SERVICES: Customer is required to enter into a Professional Services Agreement (Addendum “B”) for purposes of implementation, integration, configuration, and training, as defined in the Statement of Work (SOW) or Professional Services Work Order Form attached and made a part thereof.
9. CHARGES: Subscription fees will begin at the commencement of Project Kick-Off (“Billing Start Date”) (as defined in the SOW) using the Initial Active Employee Count on Addendum A and will be pro-rated to the end of that month. When Customer commences using the Service in a Production or “Live” mode, the monthly Subscription fees charged for the Service shall be determined on the basis of the number of Active Employees, plus Terminated Web Employees at the applicable PEPM rate(s) as shown on Addendum A, but in no event less than 75% of the highest monthly Active Employees count or the Initial Active Employee Count on Addendum A, whichever is greater. Included in the Subscription PEPM fees is unlimited document storage if Customer adheres to PDS’ “Document Storage Policy in Vista” (provided at Implementation Kick-off). The total Subscription fees shall be billed monthly in arrears and due within fifteen (15) days thereafter. Payments shall be made by either Electronic Funds Transfer (EFT) or ACH Debit. The price and all other amounts due under this Agreement shall be paid in U.S. dollars and do not include any transaction taxes, which may include local, state, provincial, federal or foreign taxes, levies, duties or similar government assessments of any nature , including, but not limited to value added taxes (“VAT”), excise, use, goods and service taxes (“GST/HST”), consumption taxes or similar taxes, (collectively defined as “Transaction Taxes”), all of which are the sole liability of and shall be paid solely by Customer.
10. ADJUSTMENTS: Additional services requested, such as changes in end-point sites and the like or emergency services, may be subject to the fees from third-party providers. Additional web sites (e.g., additional Recruiting sites) are subject to an additional one-time set-up fee per website.
Subscription PEPM fees are subject to increases in an amount not exceeding five percent (5%), starting with the one-year anniversary date of the Billing Start Date and annually thereafter. All fees charged are exclusive of any applicable tax.
11. UNPAID FEES: In the event any undisputed invoice remains unpaid for thirty (30) days and after written notice and an opportunity to cure, Customer shall be in default of this Agreement in which event PDS may elect to terminate this Agreement in accordance with Section 13. All unpaid amounts shall bear interest at one and a half percent (1.5%) per month, or the maximum rate permitted by law, whichever is less. All reasonable costs of collection, including reasonable attorney’s fees, shall be the responsibility of Customer.
12. CUSTOMER RESPONSIBILITIES: Customer shall be solely responsible for providing, updating, uploading and maintaining all of Customer’s data in connection with the Service. Customer shall be responsible, at Customer’s own expense, to maintain access to the Internet and pay any service fees associated with such access. Customer will not be excused from any of its obligations hereunder because of the quality, speed or interruption of the communication lines from Customer’s location(s) to the Internet.
13. SYSTEM MAINTENANCE/SUPPORT: Included in the monthly PEPM fees are Maintenance and Support. Maintenance shall consist of updates, upgrades, enhancements, and corrections (collectively, “Updates”) that may or may not be necessary for Vista to continue to accomplish its principal computing functions. Updates to Vista Time (if subscribed) are provided by nettime solutions llc. Support shall consist of support portal, telephone and e-mail access to the PDS Customer Support Department during normal business hours, emergency support (defined as emergency assistance where users have no access to the system or users are unable to perform key processes in order to run time sensitive processes associated with a deadline or are unable to continue with their current operations and which cannot wait for Support access during the next normal business hours) 24 hours per day by 365 days per year
14. TERM AND TERMINATION/CANCELLATION:
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(a) The minimum term of this Agreement shall be thirty-six (36) months, starting with the first of the month of billing provided for in Section 9, above. At the end of the initial term or any renewal term and in the absence of any notice by Customer of an election not to renew, this Agreement will automatically renew for an additional one-year term, subject to any increases as provided in Section 10 above. Notice of termination of this Agreement shall be given no less than ninety (90) days prior to the end of the term or any renewal term and shall be effective at the end of the month specified in the Notice as the end of Production use of the System. Any such notice shall be delivered in accordance with Section 19. In the event of early termination/cancellation, Customer shall pay the balance of the remaining months of the then-current term in full at such time, using the calculation specified in Section 9, above.
(b) This Agreement may be terminated/canceled upon the occurrence of the following events:
(i) By PDS if Customer fails to pay any undisputed charges or taxes required hereunder within 30 days after receipt of written notice that such invoice is past due. (ii) By either party if the other party is in default of any material provision hereof and such default is not cured within 30 days after receipt of written notice thereof. (iii) By either party if the other party becomes insolvent or seeks protection, voluntarily or involuntarily, under any bankruptcy law.
(c) Notwithstanding the foregoing, the balance of the remaining months shall not be due and owing pursuant to Section (b) (ii), above, if PDS is the party in default. (d) Termination of the Agreement shall be effective at the end of a calendar month in accordance with the Termination and Notice provisions of the Agreement. Upon cancellation under the terms of the Agreement and provided Customer is not in default of its payment obligations under the Agreement, PDS shall provide Customer with reasonable and orderly data transition services ("Transition Services") during the Notice period and for five (5) days after termination of this Agreement. Upon completion of the Transition Services and/or termination of this Agreement for any reason, PDS shall destroy or erase all copies of Customer’s data in its possession, except for any Customer data contained in backups until such time that such backups are no longer retained.
15. LIMITED WARRANTY AND LIMITATION OF REMEDIES: PDS WARRANTS THE SYSTEM
TO PERFORM SUBSTANTIALLY IN ACCORDANCE WITH THE THEN-CURRENT OPERATING DOCUMENATION (On-Line Help embedded in Vista as supplemented by Training Documentation) provided that: (a) Customer has not permitted access to the System by third parties that have not been authorized by PDS or who have not executed a non-disclosure agreement with Customer; (b) any error or defect detected was not directly caused by the misuse or abuse of the Service by Customer or its agents, servants, employees or contractors; (c) Customer promptly notified PDS of the error or defect after it was discovered; provided, however, that no failure or delay of notice from Customer shall relieve PDS from its liability or obligations under this section, unless, and only to the extent, PDS is materially prejudiced by such failure or delay; and (d) all fees due to PDS have been paid. PDS warrants that it is the owner of the System and that it has the authority to enter into this Agreement. PDS further warrants that the System will be free from viruses, disabling or malicious programming codes, instructions, or other contaminants. PDS does not warrant that the System will be uninterrupted or error free, or that all System errors will be corrected. EXCEPT AS SET FORTH HEREIN OR IN A PROFESSIONAL SERVICES
AGREEMENT AND TO THE MAXIMUM EXTENT PERMITTED BY LAW, THERE ARE NO OTHER WARRANTIES
OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE WITH RESPECT TO THIS
AGREEMENT, THE SYSTEM, OR ANY SERVICES OR GOODS PROVIDED BY PDS TO CUSTOMER IN
CONNECTION WITH THE SYSTEM, AND SPECIFICALLY DISCLAIMS THE IMPLIED WARRANTIES OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE SYSTEM, SERVICE AND/OR RELATED DOCUMENTATION. Except for any errors that prevent the System from performing the inquiry, data storage, update, exporting, reporting and processing functions described in this Agreement and in the addenda attached hereto, PDS, acting reasonably, shall be the sole determinant as to whether defects will be corrected and shall also determine the priority and method of
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the correction of any such defects within the System. Customer accepts sole responsibility for (a) the selection of the Service to achieve Customer’s intended results, (b) its use, and (c) the results obtained therefrom. Customer’s SOLE AND EXCLUSIVE REMEDY AND PDS’ only obligation under the aforesaid warranty is to, by any reasonable means, cause the Service to operate substantially in accordance with PDS’ then-current operating documentation (On-Line Help embedded in Vista and as supplemented by Training Documentation). TO THE MAXIMUM EXTENT PERMITTED BY LAW AND EXCEPT FOR PDS’ LIABILITY PURSUANT TO SECTION 17 HEREIN, (i) UNDER NO CIRCUMSTANCES OR UNDER NO LEGAL
THEORY, TORT, CONTRACT OR OTHERWISE, SHALL EITHER PARTY BE LIABLE TO THE OTHER FOR LOSS,
COST, EXPENSE, OR DAMAGE TO CUSTOMER IN AN AMOUNT EXCEEDING THE FEES ACTUALLY PAID BY CUSTOMER TO PDS HEREUNDER DURING THE LIFE OF THE AGREEMENT; AND (ii) IN NO EVENT SHALL
EITHER PARTY BE LIABLE TO THE OTHER FOR INDIRECT, INCIDENTAL, ORDINARY, PUNITIVE,
EXEMPLARY, SPECIAL OR CONSEQUENTIAL DAMAGES OF ANY KIND WHATSOEVER INCLUDING
WITHOUT LIMITATION ECONOMIC LOSS, LOST PROFITS, LOSS OF USE, LOSS OF USE OF PROFITS,
COST OF DATA RECONSTRUCTION, REPROCUREMENT COSTS OR LOSS OF DAMAGED DATA SUSTAINED
BY CUSTOMER AS A RESULT OF ANY BREACH OF THIS AGREEMENT OR OTHERWISE ARISING OUT OF
OR RELATING TO THIS AGREEMENT OR THE SYSTEM, OR FOR ITS NEGLIGENCE OR GROSS
NEGLIGENCE, OR FOR ANY CLAIM MADE AGAINST CUSTOMER BY OTHER PARTY EVEN IF SUCH PARTY HAS BEEN ADVISED OF SUCH DAMAGES OR CLAIM OR POTENTIAL CLAIM.
The parties acknowledge and agree that the Limited Warranty, exclusive remedies and limited liability set forth in this Agreement are fundamental elements of the basis of the bargain between PDS and Customer, and that PDS would not be able to provide the System or the Service on an economic basis without such limitations.
16. OWNERSHIP, PROTECTION AND CONFIDENTIALITY:
(a) The Vista System including, but not limited to the database schema and design, the “look and feel”, the display screen designs, menus, report formats, information flow, presentation techniques, processing methods, input/output file structure, navigation techniques and data access methods, and all portions and copies thereof constitute a valuable asset and trade secret of PDS and are proprietary to PDS and title thereto remains in PDS and/or its licensors. Customer shall not, except as otherwise permitted by this Agreement, copy (except for archival purposes), sell, lease, transfer or reveal the system or its documentation, support procedures and results of support procedures, or copies thereof to any third party provided, however, that Customer may reveal or disclose the System to its agents, consultants and advisors to the extent reasonably necessary in the conduct of Customer’s business, provided that they are subject to non-disclosure agreements. Both parties shall use all reasonable efforts to prevent disclosure to any third party of the terms and conditions of this Agreement and any information related to the Vista System; including but not limited to licensing costs and payment terms and conditions. Notwithstanding the foregoing, all data which is entered into the System by Customer or its subsidiaries and affiliates or is provided to or accessed by PDS (“Customer Data”) remains the property of Customer.
(b) During the Installation, Implementation, Maintenance and Support of the System and the subsequent period that PDS provides the Service, PDS may obtain or be exposed to proprietary or Confidential Information of Customer or its employees. Confidential Information means any data or information, whether expressly communicated as Confidential Information or not, with respect to the business, operations, marketing, promotional material, website development plans, financial status, or other non-public information (current or past) of Customer or personal data of its prospective, present, or former employees, which has been acquired, developed or used by Customer in the operation of its business and is not generally known by or legally available to the public.
PDS shall use all reasonable efforts to prevent disclosure of any such information to any third party, other than agents, consultants, or advisors of PDS to whom disclosure is reasonably required in connection with PDS’ performance of its obligations under this Agreement and who have signed a Confidentiality and Non-Disclosure Agreement. This Section shall survive termination for any reason.
(c) The obligations of Customer under Subsection 16 (a) and of PDS under Subsection 16 (b) shall not apply to information which is:
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(i) known to such party prior to the receipt from the other party; or (ii) generally known or available in the industry or to the public through no act or fault of such party; or
(iii) received in good faith from a third party which has no obligation of confidentiality with respect to such information; or
(iv) required to be disclosed by applicable law, by order of court or the rules, regulations, or order of any governmental agency provided that that disclosing party will promptly notify the other party of the requirement to permit that party an adequate amount of time to contest such requirement before disclosure.
17. INDEMNIFICATION: PDS warrants that it has title to the System and agrees to defend, and hold harmless Customer, its affiliates and their directors, partners, associates, employees, successors and assigns from and against any claim, suit, demand, or action alleging that the System and/or Service or any component thereof infringes, misappropriates or violates a copyright, trade secret, trademark, patent or any other proprietary right of any third party and PDS shall indemnify Customer against all costs, expenses, and damages arising from any such claim, suit, demand, or action; provided that (1) Customer shall have given PDS prompt written notice of such claim, suit, demand, or action; (2) Customer shall participate and cooperate with PDS in the defense and settlement thereof; and (3) PDS shall have control of the defense of such claim, suit, demand, or action and the settlement or compromise thereof. In the defense or settlement of such claims PDS shall, in its reasonable judgment and at its option and expense: (i) obtain for Customer the right to use the System and/or Service, (ii) replace or modify the System and/or Service so that it becomes non-infringing while giving equivalent performance.
18. APPLICABLE LAW/EXCLUSIVE DISPUTE RESOLUTION PROCEDURES: This Agreement shall be construed and interpreted in accordance with the laws of the Commonwealth of Pennsylvania without reference to its choice of law provisions. The parties shall resolve any dispute, controversy, or claim arising out of or relating to this Agreement, or the breach, termination, or invalidity hereof (each, a “Dispute”), as set forth in subsections (a) through (d) of this Section (“Dispute Resolution Procedures”). The Dispute Resolution Procedures shall be the exclusive mechanism for resolving any Dispute that may arise from time to time. The parties agree that they shall reasonably and in good faith comply with Dispute Resolution Procedures and that such compliance shall be an express condition precedent to litigation of the Dispute. For the avoidance of doubt, no party may initiate any legal action or file any suit claim or counterclaim in any court regarding a Dispute without first complying with the Dispute Resolution Procedures. Notwithstanding the foregoing, if either party refuses or fails to comply in good faith with the Dispute Resolution Procedures, then the other party shall be permitted to immediately file suit in any court of competent jurisdiction to compel good faith compliance with the Dispute Resolution Procedures.
(a) Negotiations. A party shall send written notice to the other party of any Dispute (” Dispute Notice”) in accordance with the Notice provisions herein. The parties shall first attempt in good faith to resolve any Dispute set forth in the Dispute Notice by negotiation and consultation between themselves, including without limitation not fewer than two (2) negotiation sessions attended by the senior most representative of each party familiar with the facts of the Dispute and with full authority to resolve the Dispute. If such Dispute is not resolved through such negotiation process within twenty (20) business days (or later as the parties may agree) after delivery of a Dispute Notice to the other party, whether the negotiation sessions take place or not, either party may, by written notice to the other party initiate mediation under Subsection (b).
(b) Mediation. Subject to Subsection (a), the parties may, thereafter, submit the Dispute to any mutually agreed to mediation service and/or mediator for mediation by providing to the mediation service a joint, written request for mediation, setting forth the subject of the dispute.
The parties shall reasonably cooperate in selecting a mediation service and/or mediator and in scheduling the initial mediation date (“Mediation Date”). The parties covenant that they will participate in the mediation in good faith and that the senior most representative of each party familiar with the facts of the Dispute and with full authority to resolve the Dispute shall directly
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participate in the mediation, unless otherwise excused by the mediator. The parties agree to share equally the costs of mediation, including the mediator’s fees and expenses, but each party shall be solely responsible for its own attorney’s fees and costs. (c) The parties further agree that all offers, promises, conduct, and statements, whether oral or written, made in the course of the mediation by any of the parties, their agents, employees, experts, and attorneys, and by the mediator and any employees of the mediation service, are confidential, privileged, and inadmissible for any purpose, including impeachment, in any litigation, or other proceeding involving the parties, provided that evidence that is otherwise admissible or discoverable shall not be rendered inadmissible or non-discoverable as a result of its use in the mediation.
(d) Litigation as a Final Resort. If the parties do not resolve the Dispute through the mediation or the mediator determines that the parties are at an impasse then, no sooner than sixty (60) days after the Mediation Date, either party may file suit regarding such Dispute. Any legal suit, action or proceeding arising out of or related to such Dispute, this Agreement, or the matters contemplated hereunder shall be instituted exclusively in the United States District Court for the Eastern District of Pennsylvania or, in the absence of Federal court jurisdiction, then in the Court of Common Pleas of Montgomery County, Pennsylvania and each party irrevocably submits to the exclusive jurisdiction of such courts in any such suit, action or proceeding and waives any objection based on improper venue or forum non convenience.
19. NOTICES: All written notices between PDS and Customer with reference to this Agreement shall be sufficiently effective upon receipt if sent by registered or certified mail or overnight delivery service to the President of the respective party at the respective address above.
20. PUBLICATION: Customer consents to publication of its name and logo by PDS in a factual listing of PDS’ Customers within presentations, on tradeshow signs and on its website. PDS shall seek Customer’s prior written authorization for any other use of Customer’s name or logos.
21. MISCELLANEOUS
(a) This Agreement, including the Statement of Work and Addenda and any other attachments hereto, constitutes the complete agreement between the parties and supersedes all previous communications, representations, or agreements, either written or oral with respect to the subject matter hereof. No modification or amendment of this License will be binding on either party unless acknowledged in writing by their duly authorized representatives. (b) If any provision of this Agreement, or any portion thereof, is declared invalid, the remaining provisions shall nevertheless remain in full force and effect. (c) Failure of either party to assert any of its rights on any one occasion under this Agreement shall in no way be construed as a waiver of such rights on any other occasion nor shall a waiver of any right of either party constitute or be deemed a waiver of any other right. (d) The headings used in this Agreement are included for reference only and shall not affect the meaning or interpretation of this Agreemen.t
(e) Except for actions for non-payment or breach of the PDS proprietary rights in the software, any action or claim, regardless of form, whether in contract or tort, including negligence or otherwise, arising out of or in connection with this Agreement, must be brought by either party by December 31 of the year following the year in which the cause of action did arise or is alleged to have arisen.
(f) Customer understands that the Software can be configured and used in ways that may or may not comply with specific laws, rules or regulations governing the use of or storage of employee, ex-employee, or candidate data. Customer shall have sole responsibility and liability for the accuracy, quality, use of, and legality of all Customer data. Customer understands that it has the duty to comply with all laws applicable to it. (g) Customer agrees that all training and procedural materials developed by PDS, in conjunction with the implementation of the System shall be the property of PDS, subject to the right to reproduce for Customer’s internal use. Customer further agrees that additions and supplements to System, which may be developed for Customer through the reimbursed or
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non-reimbursed efforts of PDS employees or its agents, whether in conjunction with Customer’s employees or agents, shall be the exclusive property of PDS. (h) PDS and Customer agree that without the written consent of the other party, it shall not make an offer of employment to any employee of the other until one (1) year after the termination of employment, provided, however, that such restriction shall not apply to employees of PDS and Customer who were not involved in any material aspect of the transaction covered by this Agreement.
(i) No purchase order or other ordering document that purports to modify or supplement this Agreement or any Addenda or Amendment shall add to or vary the terms of this Agreement, and all such proposed variations or additions (whether submitted by PDS or Customer) are objected to and deemed material unless agreed to in writing by both parties to this Agreement.
(j) Under current licensing requirements, the delivered Crystal Reports may be accessed without payment of any fees by Customer. In the event Customer wishes to modify a delivered report or create a new report, Customer must either purchase a Crystal Reports license for its own use (or have an existing license). For Version number, please see the current Vista Hardware/Software Configuration document. Crystal Reports licensing requirements are subject to change.
(k) Neither party will be liable for any failure to perform any obligation (other than payment obligations) hereunder, or from any delay in the performance thereof, due to causes beyond its control, including industry-wide disputes of whatever nature, acts of God, public enemy, acts of government, failure of telecommunications or other casualty. This provision shall not apply to the failure of the system because of defects in the system or its components. (l) This Agreement may be executed in writing or by electronic signature in any number of counterparts and all such counterparts shall be deemed to constitute a single Agreement notwithstanding that all parties are not signatories to the same counterpart. A facsimile transmission or PDF between Customer and PDS shall constitute a substitute original and thus a counterpart and shall be valid and binding for all purposes. This Agreement shall be effective as of the date of the last party to execute this Agreement.
THE PARTIES AGREE TO THE FOREGOING TERMS AND CONDITIONS, AS EVIDENCED BY THEIR SIGNATURES BELOW.
Personnel Data Systems, Inc. (“PDS”) Customer (“Customer”) By: By:
Name: Name:
Title: Title:
Date: Date:
THIS AGREEMENT INCORPORATES THE FOLLOWING ADDENDA AND SCHEDULES:
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EXHIBIT A - PRICING
RFP-Enterprise Resource Planning
Software and Implementation Services
City of Hemet, California
Due: March 9, 2023
Chadds Ford, PA ∙ Alpharetta, GA ∙ Port Moody, BC ∙ Toronto, ON ∙ Windsor, ON ∙ Brisbane, AUS ∙ Nelson, NZ
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https://univerus.com/
Contact Information
Company Name Univerus Inc.
Address 514 Kennett Pike, STE #1, Chadds Ford, PA, 19317 Contact Name &
Title
James Shields
Product Specialist
Troy Schake
VP Business Development
Contact Email [email protected] [email protected] Contact Phone +1 246 233 1354 904-705-4147
© 2023 Univerus, Inc. All rights reserved.
Product names mentioned in this document are either registered trademarks or trademarks of Univerus, Inc.
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
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3. Pricing
Exhibit A – Pricing
Use this Pricing template as Section 3 of your response. Supporting documents may be included in your proposal. If you provide on-premises and SaaS deployment options submit a Pricing document for each.
City of Hemet, California
User Count - Financials = 110 Named, 30 Concurrent
W2 Count - Human Capital Management = 352
Software – Year 1 $ Assumptions
Financials:
General Ledger, Project and Grant Accounting,
Budgeting, Purchasing, Accounts Payable,
Accounts Receivable, Capital Assets
$93,252 5 – Advanced Users
30 – Core Users
75 – Self Serve Users
Cashiering $0 Included in Univerus ERP & Univerus E&W CIS Utility Billing
$68,000 Univerus E&W CIS /MDM, Mobile Field Service
Orders.
Hosting $25,000 Univerus E&W CIS /MDM, Mobile Field Service Orders Yearly Hosting Fee
Human Capital Management:
Human Resources $44,141 352 Employees @ $10.45 PEPM includes:
Recruiting, HR, Payroll, Benefits, Analytics, and SelfService components Timekeeping $16,896 352 Employees @ $4.00 PEPM
Payroll $0 Included in Core HCM
Business License n/a Will integrate with City’s vendor of choice Sub-Total - Software $247,289
Implementation Services Assumptions
Univerus ERP, Univerus E&W CIS
Implementation
$299,915 1,459 Hour Block
PDS Implementation $82,350 380 Hours Block Plus Vista Time Fix Univerus ERP, Univerus E&W CIS Data
Conversion
$83,250 450 Hour Block
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PDS Data Conversion $15,000 60 Hours Block
Univerus ERP, Univerus E&W CIS Training $52,540 284 Hour Block PDS Training $15,600 80 Hour Block
Univerus ERP, Univerus E&W CIS Report
Development
$14,800 80 Hour Block
PDS Report Development $7,800 40 Hour Block
Univerus ERP, Univerus E&W CIS Integration $39,960 216 Hour Block PDS Integration $19,500 100 Hour Block
Univerus ERP, Univerus E&W CIS Travel
Estimate
$72,600 33 Trip Estimate. Bill actual cost.
PDS Travel Estimate $13,200 6 Trips Estimate. Bill actual cost.
Univerus ERP, Univerus E&W CIS
Customizations
$18,500 100 Hour Block
Sub-Total - Implementation $735,015
Maintenance/License - Software Years 2-10 Assumptions
Year 2 $259,653 5% Increase
Year 3 $272,636 5% Increase
Year 4 $286,268 5% Increase
Year 5 $300,581 5% Increase
Year 6 $315,610 TBD (assuming 5% for pricing estimate)
Year 7 $331,391 TBD (assuming 5% for pricing estimate)
Year 8 $347,960 TBD (assuming 5% for pricing estimate)
Year 9 $365,358 TBD (assuming 5% for pricing estimate)
Year 10 $383,626 TBD (assuming 5% for pricing estimate) Sub-Total - Maintenance/License $2,863,083
Total $3,845,387
22.H.
ERP Implementation Services - City of Hemet
XTGlobal Inc.,
Contents
1. Cover Letter...........................................................................................................................................2
2. Requirements........................................................................................................................................4
3. Pricing ......................................................................................................................................................4
4. XTGlobal Consultants Implementation Methodology.............................................................4
5. XTGlobal Consultants Support Methodology...........................................................................13
6. Technology Overview.......................................................................................................................18
7. References............................................................................................................................................23
8. Contract Performance......................................................................................................................26
9. Contract Samples ..............................................................................................................................26
10. Exceptions ............................................................................................................................................26
22.H.
ERP Implementation Services - City of Hemet
XTGlobal Inc.,
1. Cover Letter
XTGlobal is pleased to submit our response to City of Hemet, CA for Enterprise Resource Planning Software, and Implementation Services.
We have been an Oracle service provider for the last 20+ years. Over the years we have established ourselves as a vendor consistent in our quality, ethical standards, and performance. We have been featured as an awardee of the Deloitte Fast 500, Dallas Top 100, Tech Titans, and Inc 500 multiple times. We are assessed as a CMMI Dev 3, AICPA Soc and ISO Certified vendor. At XTGlobal, we understand that our clients value speed, accuracy in understanding requirements, optimal pricing, and integrity in a partner. Our 20+ year history has been marked with trusted relationships, based on these very factors, and we are confident that City of Hemet, CA will find us a valuable partner as well.
The following are the XTGlobal capabilities based on various factors such as:
Financial Capability: Our Project portfolio includes numerous IT contracts with annual revenues from $1M to $30M. XTGlobal is highly adept at implementation of ERP software projects with multiple concurrent tasks.
Staffing Capacity: XTGlobal has highly efficient and effective certified personnel to handle this project. Our personnel have over 10+ years of experience in handling various ERP implementation-based projects.
XTGlobal’s Capability: XTGlobal is well positioned to provide the experienced resources needed to meet all the Implementation Services requirements. XTGlobal offers a significant pool of corporate skilled resources in the process improvement analysis and design services.
Capabilities
XTGlobal is a leading provider of IT consulting and software solutions to companies across the world. With investments in core as well as advanced technologies, XTGlobal develops cutting edge solutions for clients to help them augment their services and offerings with digital technologies to suit changing market expectations. As a Microsoft Gold partner and Oracle and AWS Cloud partner, XTGlobal has the capabilities to create cloud-based solutions or offer cloud-based support such as IaaS (Infrastructure-as-a-Service), PaaS (Platform-as-a-Service), SaaS (Software-as-aService), and TaaS (Testing-as-a-Service).
XTGlobal is also an expert in managing and supporting E-Business Suite (EBS) and on-premises environments working on all versions of Oracle systems. We provide implementation, upgrades, and migration support across different types of industries such as tolling and transportation, media, manufacturing, construction, pharmaceuticals, and so on.
XTGlobal believes in providing the highest level of expertise and customized service for our clients’ support requirements. Our strengths lie in designing support systems that integrate seamlessly with our clients’ business processes, strict adherence to SLAs, budgets, and timelines and long-term support that goes way beyond the project delivery.