Hemet City Council
May 28, 2024

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 37 37 3.8.1. Operate – Post Go Live Support
This is the initial period after go live where the client’s focus is on system stabilization. The post go live/stabilization period will last 90 days with the goal to complete 3 full billing cycles (assuming monthly billing cycle).

During this period, the client is using the SpryPoint product(s) to complete their day-to-day responsibilities and run their business. The SpryPoint implementation team is available to the client to answer questions, provide refresher training, manage, and resolve all application issues (configuration, training, and defects, etc.), resolve all post-production issues as well as any go-live deferred functionality, provide support of the business process review activities and how to best achieve the desired improvements.

At the end of the post go live stabilization period a punch list is created. This list contains:
● Any issues and their priority still open at the end to the stabilization period ● Any SOW items that were not delivered prior to go live ● Any additional reports required and agreed to as part of scope

3.8.2. Operate – Transition to Customer Success
After the post go live period has been completed and all severity 1 and 2 issues have been resolved we will transition the client to the Customer Success team. The transition involves a SpryPoint internal knowledge transfer between the Service Delivery and Customer Success Teams and an introduction meeting with the client, SpryPoint Project Manager, and the SpryPoint Customer Success Team. Once the transition to the Customer Success team has occurred the SpryPoint implementation team will continue to be accountable for the resolution of all items on the punchlist and the Customer Success Team will be accountable for any new issues.

3.8.3. Operate – System Acceptance & Project Close
Out
The project close out is the point of the project where both parties agree that all project deliverables have be completed per the Statement of Work and the Implementation portion of the contract is completed, the system is deemed accepted by the Client and the project is closed.

This occurs when the following are met:

1. All of the service deliverables identified within this SOW have been completed, delivered and accepted or deemed accepted, including approved Change Orders impacting the SOW;

2. All punch-list items priority 1, 2 and a plan for delivery of priority 3 are delivered to the client. Client agrees to test all delivered priority 1 and priority 2 items within 15 business days provided written details of any concerns should they arise. If no written details or concerns are provided by Client within the 15 business day period, the items will be considered approved

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 38 38 OR

3. If client has been cutover and is using the system in a production environment as per section 3.7.7 for longer than 6 months with no written documentation of issues related to the scope included in this SOW.

3.8.3.1. Retainage Release
Retainage will be applied to each invoice during the project as per the Master Subscription Agreement. The retained amounts will be invoiced by SpryPoint and is to be released by Client based on the following criteria:
● 50% release of retainage upon successful completion of Deploy Prerequisites as noted in section 3.7.1.
● 25% released upon the competition of the Transition to Customer Success as noted in section 3.8.2
● 25% on Project Close Out as noted in section 3.8.3
●

3.8.4. Operate – Deliverables, Roles, & Responsibilities No. Deliverable
Name
Deliverable
Description
Proje
ct
Man
ager
Imple
mentat
ion
Specia
list (s)
Success Team Customer Project ManagerCore Team
TestersEnd Users
Exe
cutiv
e
Spo
nsor
SpryPoint Client
.1 Refresher Training Any identified and agreed
upon refresher training
completed

A R R R R
.2 Transition
Documentation
SpryPoint Internal
Documentation used to
provide the Customer
Success Team information
about the client and their
project
A R R
.3 Transition to
Customer Success
Internal Meeting
A SpryPoint internal
knowledge transition
meeting to review the
project details

A R R I
.4 Transition to
Customer Success
Meeting
A meeting held with
SpryPoint to introduce them
to the Customer Success

A R R R R I

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 39 39 No. Deliverable
Name
Deliverable
Description
Proje
ct
Man
ager
Imple
mentat
ion
Specia
list (s)
Success Team
Customer
Project Manager
Core Team
Testers
End Users
Exe
cutiv
e
Spo
nsor
SpryPoint Client
Team and how they work
with them
.5 Finalize Punchlist A document that lists any
open items that need to be
resolved as part of the
scope of the product

A R I R R
.6 Signoff on
Punchlist
Acknowledgement, by the
client that they have
reviewed the punchlist and
they agree to it

R A R I
.7 Project Close Out
Document
A document that
summarizes project details

A R R R
.8 Project Close Out
Signoff
Acknowledgement, by the
client that all SOW
deliverables have be
completed and the project
has been signed off and
closed.

I A R C
Key: R= Responsible – Assigned to complete the task/I.e you will have work to do; A = Accountable – Has final decision-making authority and accountability for completion; this person will ensure the work gets done. He/she may or may not be doing work but needs to make sure the work gets done. C = Consulted – provides input into a task and/or consulted before a decision or action; I – Informed – Must be informed after a decision or action

3.9. Project Governance

3.9.1. Project Management
SpryPoint uses a highly structured and layered project management methodology, which relies on detailed and complete project plans, to determine who is working on what tasks, and when, throughout the life of the project. Central to SpryPoint’s philosophy is maintaining strong communication throughout the teams, setting expectations early, facilitating and coaching as required and monitoring progress.

SpryPoint will provide a Project Manager throughout the life of the project who will work directly with Client’s Project Manager and the joint team to ensure that all project responsibilities are met.

SpryPoint and Client Project Managers shall be responsible for the planning and execution of the project. They shall work collaboratively to manage all project activities from project

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 40 40 management activities, including planning and execution, the delivery of change management, and project communications throughout the project. The client’s project manager is ultimately accountable for the client’s resources, project tasks and internal project plans and SpryPoint’s project manager is accountable for our resources and project tasks. Both project managers will need to work together and retain the authority for dayto-day project decisions and ensure project success.

3.9.2. Project Communications & Tools
The SpryPoint Project Manager, working in conjunction with the Client Project Manager, will compile status reports for distribution to both Client and SpryPoint management.

Weekly meetings will be held to review overall status, schedule, and open issues noted in the status report.

As the implementation experts SpryPoint agrees to communicate clearly which issues/tasks are on the critical path and have immediate impact on the project schedule and which issues/tasks are not. For issues that are not on the critical path the SpryPoint Project Manager will monitor these to ensure that these do not become critical path issues/tasks.

Communication Method Frequency Tool/Method Attendees
Project Team Status
Meetings
Every second
week
Zoom & Google
Docs/PDF
Both PMs, Client
Core Team
Meetings,
SpryPoint Project
Team (as
required)
Project Status Reports Monthly PDF N/A
Updates to the project
plan
Bi-Monthly Wrike N/A
PM Status meeting Weekly Zoom SpryPoint PM,
Client PM,
Risk Log Bi-Monthly Google Sheet N/A
Executive Steering
Committee
Monthly Zoom SpryPoint PM,
Client PM,
SpryPoint
Executive
Sponsor, Client

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 41 41 Executive
Sponsor
Issue Log Weekly Google Sheet N/A
With the understanding that both SpryPoint and the client are working with the joint interest in doing what is best for the project the table above outlines the standard agreement for communications. If major project events occur, or at a critical point in the project that require addition communications, updates, or meetings, both parties can mutually agree to the additional activities at no extra cost to the client.

3.9.3. Acceptance Period
To facilitate the project schedule and project planning it is important both parties agree to a default acceptance period of 5 business days. While this will be the default time, either party can proactively ask for a longer time if the time is not sufficient or ask for an extension.

The SpryPoint Project Manager will evaluate any timeline extensions against the project schedule and communicate if the extension puts the project schedule at risk.

3.9.4. Agreed Priority Definitions
During the implementation the following definition will be used to define the priority of issues
● Priority 1 (Critical) – A critical business function is not functioning correctly or is not available. Manual processes or other alternatives are not possible. Continued functionality of related downstream processes is not possible, as the downstream business functions will also be severely affected. i.e the business cannot function ● Priority 2 (High) – A critical business function is not functioning correctly or is severely impaired. Manual processes or other alternatives are possible but may not be practical. Continued processing of related downstream business process may be possible without extending the error to downstream business functions. ● Priority 3 (Medium) – A non-critical business function is not functioning correctly or is severely impaired. Manual processes or other alternatives are possible.

Continued process of related downstream business process may be possible without extending the error to downstream business functions. ● Priority 4 (Low) – A nice to have or an issue that has minimal impact to the general customer population or that affect individual users.

3.9.5. Milestone Acceptance Process
This project will be invoiced on a milestone basis. The milestones, delivery criteria and payment can be found here.

On a monthly basis the SpryPoint Project Manager will submit a list of milestones that have been completed for review and approval to client Project Manager. Service deliverables shall be accepted or rejected within 5 consecutive business days from the time of submittal

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 42 42 for acceptance. Service deliverables will be considered accepted in the absence of a response of acceptance within this specified time. The use or partial use of any service deliverable in a production environment constitutes acceptance of that service deliverable.

The Service Deliverable Acceptance Process is described below. ● Submission of Service Deliverables. The SpryPoint Project Manager, or his or her designee, will prepare a list of completed milestone and forward with the respective service deliverable to Client Project Manager, or Client designee, for consideration. ● Assessment of Service Deliverables. The Clients ‘s Project Manager will determine whether the service deliverable meet the requirements as defined in this SOW and that the service deliverable is complete.
● Acceptance / Rejection. After reviewing, the client will either; accept the service deliverable in writing or will provide a written reason for rejecting it to the SpryPoint Project Manager. If the Milestone is accepted the SpryPoint Project Manager will invoice for the milestone(s). If the milestone is rejected the SpryPoint Project Manager will review the reason and work with the Client Project Manager to determine if the rejected reason is within scope and if so, resolve any concerns.

Once concerns are addressed the milestone acceptance form will be updated and resubmitted for approval in the next month invoicing cycle.

3.9.6. Scope & Project Change Management
During implementation either party may request additions, deletions, or modifications to the services or software described in this SOW (“change”). All changes will be documented and approved, regardless of if there is a cost associated with the change or not.

Request for changes should be made to either project team’s project manager. The SpryPoint Project Manager, who will create a Change Order. The change order will outline the following:
● Describe the problem that needs to be solved or the scope change to be addressed
● Describe the solution to the problem or scope change being requested, including the use/business case and/or reason for the change and suggested solution ● Estimated impact of the change on the project schedule ● If applicable, any fees/cost and expenses associated the change The Change Order Process that will be employed is defined below. The change order must be approved by both SpryPoint and the client before any work related to this change order is completed.
● Identify the requested change
● Identify and document the solution and scope of work associated with the change request
● Estimate required effort, and any associated costs

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 43 43 ● Assess impact of change on schedule, travel fees, milestones, contract, risks and/or any other identified impacts.
● Submit for review and approval by Client and SpryPoint Management Team ● If not approved no changes are completed and the change order is canceled ● If approved project documents are updated and work on the change order is scheduled into the project.
● Monitor and report progress
● Communicate change resolution
During the implementation, work to execute the approved project change orders will be completed at a price of $200 USD per hour.

3.9.7. Issues and Risk Management
The following procedure will be used to manage Project issues and risks:
● Identify and document
● Assess impact and prioritize
● Assign responsibility
● Monitor and report progress
● Communicate issue resolution
On a monthly basis, the Project Managers will meet, to review the status of the risks and outstanding issues. When a risk is identified each risk will be assessed for probability and impact and weighted.

3.9.8. Conflict Resolution and Escalation Process
While both parties agree it is the desire to resolve issues quickly and within the project team(s), at times this may not be possible, and issue(s) may need to be escalated to resolve.

Note a project issue can include anything from a business process change to a schedule issue to a personnel issue. The following table shows the escalation path:

Escalation Path SpryPoint Client
Level 4 Managing Partner(s)
Level 3 Vice President Service
Delivery
Level 2 Project Manager Project Manager
Level 1 Implementation Specialist Core Team Members

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 44 44 3.9.9. Project Working Times

3.9.9.1. Project Working Schedule
During the project implementation it has been agreed that Project Meetings, Training Sessions and/or any onsite time will complete Monday through Friday when working remotely. If work is being completed onsite meeting times will be scheduled Monday thru Thursday, with Friday being a travel day for SpryPoint staff. In the event scheduled project activities such as meeting, training sessions, etc. need to be completed on days/times outside the above agreed times, this will be mutually agreed upon by both parties and scheduled a minimum of 2 weeks in advance.

3.9.9.2.Statutory Holidays
It is agreed that both parties will do their best to respect each party’s holiday schedule.

However, depending on where the project is and go live date, on occasion project team members may be required to work a statutory holiday. If this is to occur, it will be mutually agreed to by both parties.

SpryPoint Observed Holidays
Holiday 2022 2023 2024
New Year’s Day January 1 (observed
on January 3rd)
January 1 (observed
on January 2nd) January 1
Islander Day February 21 February 20 February 19
Good Friday April 15 April 7 March 29
Victoria Day May 23 May 22 May 20
Canada Day July 1 July 1 (observed July
3) July 1 (observed
July 4)
Civic Holiday August 1 August 7 August 5
Labor Day September 5 September 4 September 2
National Day of
Truth &
Reconciliation
September 30 September 30
(observed October
2)
September 30
Thanksgiving October 10 October 9 October 14
Remembrance Day November 11 November 11
(observed
November 13)
November 11

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 45 45 Christmas Day December 25
(observed on
December 27)
December 25 December 25
Boxing Day December 26 December 26 December 26
** Note: this calendar is subject to change based on company policies Client Observed Holidays
Holiday 2022 2023 2024
New Year’s Day January 1 (observed
on December 31)
January 1 (observed
on January 2nd) January 1
Martin Luther King
Jr Day
January 17 January 16 January 15
Presidents Day February 21 February 20 February 19
Good Friday April 15 April 7 March 29
Memorial Day May 30 May 29 May 27
Juneteenth 1 June 20 June 19 June 14
Independence Day July 4 July 4 July 4
Labor Day September 5 September 4 September 2
Columbus
Day/Indigenous
People Day
October 10 October 9 October 14
Election Day November 8
Veteran’s Day November 11 November 11
(observed
November 13)
November 11
Thanksgiving November 24 November 23 November 28
Friday after
Thanksgiving
November 25 November 24 November 29

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 46 46 Christmas Day December 25
(observed on
December 27)
December 25 December 25

3.9.10. Executive Steering Committee
The Executive Steering Committee Meeting will include SpryPoint and Client Project Managers and Project Sponsors. This review will take place monthly via a zoom meeting or onsite (if mutually agreed to by both parties). The intent of this meeting is to ensure that the project is on-time and on-budget, and that Executive Management for both parties have a clear understanding of project status. The primary tool that will be used to do the meeting is the latest month’s Monthly Project Status Report. The intended level of attention to detail during this meeting is to identify areas of concern or material change to the project. Topics of discussion include:
● Work accomplishments from the previous month and planned work accomplishes for the upcoming month
● The percent complete for the overall project thus far. Descriptions of any material variances in schedule or work will be provided; if the percent complete is different than what was expected from the prior month.
● The current Risk Management Plan will be included, and risk status will be reviewed, based on priority of risks.
● The Project Plan will be included and reviewed for any areas of concern or material change to the project.

3.9.11. Project Management Reoccurring Deliverables
During the project implementation the SpryPoint Project Manager is accountable for the delivery of the following reoccurring deliverables
Communication Method Description
Shared Project Folders Via the used of Google Drive, SpryPoint will provide the client with a shared project folder for document sharing and collaboration of documents during the project
Project Status Reports A monthly report that outlines summarize project status, upcoming activities, risks, etc.

Updates to the project
plan Updates to the baseline Project schedule are performed and published bi-monthly. The plan is updated to refine tasks, percent complete and milestone completions, inclusive of resource updates and timeframe updates. Both parties will commit to staffing and resources to meet a rolling 3-month window.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 47 47 Note: project plans will be maintained and update in the SpryPoint Project Tool, called Wrike. Access can be granted to the client to see the project plan.

PMO Status meeting A meeting with the PM Teams to discuss any project related items
Risk Log Report that lists risks, probability, impact, status, and responsible resource.

Executive Steering
Committee
A monthly meeting to ensure both Executive Teams
understand project status, any risks, and an opportunity to discuss any other topics as required
Issue Log Report that lists project issues, responsible resource, due date, priority, and impact on critical path.

3.9.12. Project Completion
The project will be considered complete when any of the following are met:

1. All of the service deliverables identified within this SOW have been completed, delivered, and accepted or deemed accepted, including approved Change Order Forms; and

2. The fee provisions of the contract have been met; or

3. This agreement is terminated pursuant to the provisions of the contract; or

4. If client is using the system in a production environment for longer than 6 months with no written documentation of issues related to the scope included in this SOW.

Once a project is deemed complete any outstanding implementation fees are due.

4. Integrations & Enhancements
This section outlines any of the integrations or enhancements included in the scope of work. It is important to note that during analysis and throughout the implementation there maybe additional integrations or enhancements identified. In this event, SpryPoint will provide ballpark estimate(s) to determine if further investigation or detail(s) is required. If the Client is not interested, SpryPoint will work with the Client to ensure they understand all required workarounds. If the Client wishes to investigate further, a full estimate will be provided. If the change is deemed required, the change order process will be activated.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 48 48 4.1. Integrations
SpryCIS is designed with REST Application Programming Interfaces (API’s) to enable real- time integration. For inbound integration and synchronization from back-office applications, we provide a purpose-built back- office integration Application Programming Interface (API). For outbound integration, we have an integrated process scheduler as well as an extensible event framework to support both batch and scheduled integrations as well as event-driven integrations.

SpryPoint will create an Integration Requirements Document for each integration to define the detailed requirements.

Note: In the event additional work or development is required to support integrations with third party applications and SpryPoint, it is outside the scope of this project. Some examples are configuration in third party application, the need for a third party to add information to an API, etc.

No. Integration Name Integration Details

1. 2.

3. 4.

5. 6.

7. 8.

9. 4.2. Enhancements
SpryPoint will create an Enhancement Requirements Document for each enhancement to define the detailed requirements.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 49 49 No. Requirement Description Enhancement Details

1. 5. Project Assumptions
The following project assumptions apply to this project:

5.1. General Assumptions

1. Client will strive to minimize the impact of competing initiatives within the organization that may have a negative impact to the Project.

2. All prices are quoted in US Dollars and do not include any applicable taxes.

3. Prompt decision-making and problem resolution will be required to achieve an on-time, onbudget project completion.

4. Client and SpryPoint understand the project scope and project timelines and agree to communicate and adhere to those objectives, thus setting the proper expectation level.

5. All changes to the SOW shall be managed in accordance with the Agreed upon Change Order process.

6. The Client will make resources available to assist with data extraction, data mapping, and preliminary data validation during the conversion efforts.

7. SpryPoint will provide the specified number of staff, as described in the detail project schedule and the staffing matrix, with the appropriate skills and experience to lead each workshop, analytical session, or other review activities, whether onsite or conducted remotely.

8. If on-site activity is required, The Client will provide workspace for each SpryPoint consultant. Breakout and conference space will also be provided if required.

9. If training is completed on-site, adequate training space will be provided by the Client to train end users. The training room(s) will include computers for each end-user being trained.

10. The Client will ensure Project Team members are available for meetings, workshops, discussions, and conference calls upon request by SpryPoint.

Project Team members will respond to information requests by SpryPoint staff.

11.Whenever possible, the Project Team may consider alternative meeting options such as Zoom and Conference Calls.

12. Both parties agree to work a reasonable number of added hours (when required) to help complete project deliverables and project timelines as agreed upon by both Project Managers.

13. SpryPoint will assume responsibility for the successful completion of this SOW.

14. SpryPoint will assume overall responsibility for conducting all project related administration activities including the development and administration of a work plan that clearly indicates all Client tasks and responsibilities.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 50 50 15. For implementation, SpryPoint will deploy a production and staging environment. The need for additional environments will be at the discretion of SpryPoint.

16. SpryPoint is responsible for the initial deployment, configuration, and testing of environments of the system to support training, development, testing, etc.

17. Client is willing to implement SpryPoint “Best Practices” to minimize the need for software customizations.

5.2. Data Conversion Assumptions:

1. SpryPoint will review Client file layouts and data descriptions. The mapping of source data to the target environment will be accomplished through a joint SpryPoint and Client workshop.

2. Client will verify the quality of the converted data.

3. Client will assign individual(s) to assist with data validation.

5.3. Development Assumptions:

4. SpryPoint is responsible for all modifications to the system.

5. SpryPoint will take the lead and be responsible for the development of forms, reports, interfaces, conversions, modifications, and workflow with the assistance of Client.

6. Client will provide subject matter experts for the legacy system as required to support the design, development, and testing of interfaces against other systems.

7. Client will lead all interactions with 3rd parties related to the integration and overall delivery of the final solution. SpryPoint will provide sufficient lead time for asks of 3rd parties. For this point, sufficient will be a minimum of 5 business days. If a vendor requires longer lead times the client is responsible to document this and provide the minimum lead time to SpryPoint. Significant lead times to work with vendors could result in project delays.

8. SpryPoint will be responsible for performing quality assurance of all enhancements, interfaces, reports, and workflows prior to their delivery to the Client for user testing and acceptance.

5.4. System Testing Assumptions:

9. SpryPoint and Client will jointly develop all test plans outlining the testing approach, methods, data, and participants.

10. Client will review, participate, and complete testing activities under the direction of SpryPoint as outlined in the sections above in this document

11. SpryPoint will provide resources for product fixes resulting from errors identified during the system testing process.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 51 51 12. SpryPoint will deliver the completed SpryPoint Service to Client for review and acceptance.

13. Client will be responsible to sign off on testing results

5.5. Training Assumptions:

14. Client is responsible for prerequisite education and training such as basic PC skills and fundamental business process knowledge.

15. SpryPoint will provide standard training materials. Client may use these training materials for any subsequent training classes.

16. Client will provide users with specific times to participate in required training.

17. Client has the facilities and will provide the necessary logistics support for all training sessions which if required may include training room, training workstations, and any other necessary training supplies.

18. Client will ensure end-user attendance during training.

19. Client will schedule and ensure clients practice use of the system after training is completed

5.6. Production Readiness and Cutover
Assumptions:

20.SpryPoint and the Client will be responsible for developing an acceptance test plan that will be mutually agreed on by the parties.

21. Client will be responsible for conducting an acceptance test of the completed system as delivered by SpryPoint at the completion of testing activities.

22.SpryPoint, with assistance of Client, will develop a mutual agreement regarding the go-live plan and schedule.

23.SpryPoint, with assistance of Client, will stage all aspects of the system in preparation for production cutover.

24.SpryPoint, with assistance of Client, will conduct production cutover activities.

6. Appendixes

6.1. Definitions
In addition to the definitions contained elsewhere in this SOW, the terms in the table below are defined using the associated descriptions.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 52 52 Definition/Term
Name
Definition/Term Description
Acceptance
Testing
Acceptance testing is Client’s validation to ensure top-to-bottom functional stability and adherence to existing business requirements and business processes. Testing will be in several phases, including, but not limited to, functional testing, bill validation testing, integration testing, and performance testing.

Acceptance Acceptance is defined as information, documentation, development, or any other object(s) approved and signed off by client Agreement Date The date in which both Client and SpryPoint agree to terms and execute the Master Agreement.

Business Day One regular workday (Monday through Friday – non-holidays or emergency days) as defined by the Client’s business calendar.

Business-critical
Report
A business-critical report is one that is identified as being needed to complete any business processes or reports required to run the business of the client.

Business
Process Design
The process design is conducted during business process modeling activities and focused on conducting business process design work in the context of the system environment. This design work will address operational and organizational changes required to implement the proposed solution.

Business
Process
A defined series of procedures that will identify and document process steps and system transactions. Business Process documentation can be used to facilitate testing and training.

Bi-Monthly The activity will happen every other week
Bi-Weekly This activity will happen twice a week
Calendar
Day/Days
A 24-hour period–typically starting at midnight.

Change Order All changes to the SOW must be agreed upon by the parties and evidenced in a written instrument signed by the parties’ authorized representatives.

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 53 53 Change Order
Process
The process used when a change of scope is identified. This process may or may not have monetary costs associated with it.

Configuration Process of performing table updates and algorithm changes to the system to have the system perform Client’s specific user requirements. Configuration does not require programmatic software changes.

Conversion
Validation
As a component of the data conversion process, this ensures the data from the legacy CIS to the SpryPoint CIS Solution has been completed accurately.

Courseware End-User Training Materials that will be developed to facilitate enduser training execution.

Cut Over Includes all activities required to prepare the systems for the transition of the new SpryPoint CIS Solution to production processing. The activities will include ensuring security setup, establishing user profiles, closing out pending data in the legacy system, manual data conversions when required, system access rollout to end users, and other activities SpryPoint and Client deem necessary.

Data Acceptance
Testing (DAT)
Testing performed by the client Data Owners and Key Users after each Data Conversion iteration. During DAT, the client not only verifies the data migrated, but also validates that the data may be inquired and reported upon. This can be done through a variety of queries, reports and visual confirmation.

Data Mapping The process of assigning source system data elements to target data elements in the system data model for purpose of conversion.

Data Model Conceptual description of data objects, their attributes, and the relationships between them.

Delivery Defined as information, documentation or object approved provided to the client for review, feedback and/or acceptance.

Modification Enhancements to the base solution that is added to the core code to meet a defined Client requirement. This does not include configuration changes of any form. The word modification may be used interchangeable with Enhancement

22.H.

Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 54 54 Modification
Testing
Stand-alone testing of the system modifications (enhancements), performed during development, by the SpryPoint developers and Implementation specialists.

Fallback Plan Cut-over planning includes risk and contingency planning. A component of the contingency planning will include processes and procedures if the Client needs to roll back to a Legacy CIS system after the system go-live.

Functional Test Singular test of an object, such as a screen, report, or batch program. These tests will focus on specific functions.

Interface Passing of data between two separate and distinct systems; can be accomplished in real-time or batch mode.

Integration Test The integration testing will utilize formal test plans and scripts that will define how to test a singular feature and business process based on pre-defined expected results. Integration tests are formal in nature, cover multiple scenarios of a feature and process, and are based on the variations of Client’s business.

Legacy CIS References the Client’s old system Customer Information System that is being replaced.

Bill Validation
Testing
This testing focuses on bill comparisons and validation between the legacy system and SpryCIS. The purpose of this testing is another method to ensure configurations are setup correctly, data has imported correctly and there are no impacts on client revenue at the time of go live
Organizational
Change
Management
(OCM)
The activities, events, processes, and procedures that are employed for handling transformation from one system environment to another; this relates mainly to the people and business processes.

Performance
Testing
This testing will exercise the system to ensure Client will achieve the stated performance goals.

Price The total cost for implementation & expenses to deliver the SpryPoint Solution as noted in this SOW and other Exhibits to the Agreement.

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Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 55 55 Quality
Assurance
The process of verifying that the proper processes and procedures have been adhered to on the project from a methodology as well as project management perspective and that the deliverables produced on the project have included the appropriate content and meet expectations.

Script Testing Testing using a pre-determined script or set of instructions. Testing can be either manual or automated work.

SpryPoint
Service
The SpryPoint Service includes all services as defined in this Statement of Work for products sold as part of this contract.

Templates Templates refer to the standard format of various project documents that SpryPoint will provide as a starting point and will modified to address the specifics of this project. Examples include Training Plan, Test Plan, Conversion Plan, etc….

Test Matrix A worksheet that identifies accounting periods, account numbers, financial transactions and other expected results for testing purposes.

Test Plan Document that outlines a strategy or approach for testing. Describes key setup issues, dependencies, and other general factors.

Test Scripts A series of actions, functions, scenarios, or commands documented for execution during various phases of testing.

User Acceptance
Test
Final testing led by the client, where SpryPoint is available for assistance as required. This testing is typically scenario based and ensures that the system is configured to meet all of agreed upon business processes.

6.2. Milestone Schedule

6.3. Document Samples
The following sections show a sample of some of the document templates that will be used through the implementation.

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Statement of Work
Confidential | Copyright © 2022 SpryPoint Services Inc. All Rights Reserved 56 56 Note: As SpryPoint continues to evolve templates are subject to change. If this occurs the client will be notified and if required adjustments will be made to ensure all required information is captured in the template.

6.3.1. Project Status Report

6.3.2. Risk Log

6.3.3. Change Order

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 113 Sample – Master Subscription Agreement
Remainder of page intentionally left blank.

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Master Subscription Agreement
This Master Subscription Agreement, effective as of XXXXXXXX, is by and between SpryPoint Services, Inc (“SpryPoint) a Canadian Corporation with offices at 45 Queen Street, Charlottetown, PE C1A 4A4 and Placer County Water Authority (“Client”) with offices at144 Ferguson Rd, Auburn, CA 95603, United States.

Whereas SpryPoint provides a subscription Service to which Client intends to subscribe, this Agreement establishes the business relationship and allocation of responsibilities regarding the Service and the parties therefore agree as follows.

The exhibits and schedules attached hereto are an integral part of this agreement and are deemed incorporated by reference herein.

SpryPoint agrees to perform the services described below in accordance with the terms and conditions of this Agreement. Should there be a conflict of terms or conditions, this Agreement shall control, and the order of precedence shall be as follows:

1. Master Subscription Agreement

2. Exhibit A – Statement of Work

3. Exhibit B – Pricing Schedule

4. Exhibit C – Service Level Agreement

5. Exhibit D – Insurance Requirements

6. Exhibit E – Security Provisions

7. Exhibit F – Escrow Agreement
DEFINITIONS. The following capitalized terms shall have the following meanings whenever used in this Agreement. “Affiliate” means any entity which directly or indirectly controls, is controlled by, or is under common control by either party. For purposes of the preceding sentence, “control” means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity. “Agreement” means this Master Subscription Agreement, including any exhibits or attachments hereto. “Authorized Named User” means an end user of the Client that has been given access by Client to use the Services.
“Authorized Parties” means Clients’ or an authorized Affiliate’s Employees and third-party providers authorized to access Client’s Tenants and/or to receive Client Data by Client (i) in writing, (ii) through the Service’s security designation, or (iii) by system integration or other data exchange process. “Confidential Information” refers to the following types of material or content one party to this Agreement (“Discloser”) discloses to the other (“Recipient”): (a) any information Discloser marks or designates as “Confidential” at the time of disclosure; and (b) any other non-public, sensitive information disclosed by Discloser including, but not limited to code, inventions, know-how, business, technical, and financial information, or other information which should reasonably be known by the Recipient to be confidential at the time it is disclosed, due to the nature of the information and the circumstances surrounding such disclosure Confidential Information does not include information that: (i) is in Recipient’s possession at the time of disclosure; (ii) is independently developed by Recipient without use of or reference to Confidential Information; (iii) becomes known publicly, before or after disclosure,

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other than as a result of Recipient’s improper action or inaction; or (iv) is rightfully obtained by Recipient from a third party without breach of any confidentiality obligations. “Client Data” means a subset of Confidential Information that is comprised of Client’s data obtained, used in, or stored as the result of the use of the Services. Client Data shall include the following: (a) Data collected, used, processed, stored, or generated by the Client as the result of the use of the Service, including any personal identifiable information (“PII”) and any information related to payment processing, such as credit card numbers and ACH account numbers. Client Data is and shall remain the sole and exclusive property of Client and all right, title, interest in same is reserved to Client.
“Client Input” means suggestions, enhancement requests, recommendations or other feedback provided by Client, its employees and Authorized Parties relating to the operation or functionality of the Service. “Competitor” means any entity that may be reasonably construed as offering competitive functionality or the Service offered by SpryPoint.
“Documentation” means the Software’s standard user manuals and any other accompanying documents related to the Software delivered to Client during Implementation. “Implementation” means the process for gathering requirements, configuring, testing, training, and integrating the Service for Client’s use, as set forth in a Statement of Work. “Intellectual Property Rights” means any and all common law, statutory and other industrial property rights and intellectual property rights, including copyrights, trademarks, trade secrets, patents and other proprietary rights issued, honored or enforceable under any appliable laws anywhere in the world, and all moral rights related thereto. “Implementation Services” means the services provided by Provider to Client for the integration, implementation, and use of the Service, which may include project management, analysis, configuration, data conversion, training, testing, development and ongoing maintenance & support, as outlined in Exhibit A - Statement of Work. “Malicious Code” means viruses, worms, timebombs, trojan horses and other malicious code, files, scripts, agents or programs.
“Messaging Service” means SpryPoint’s alerts, notifications, communications, campaigns & messaging capabilities provided with the Service.
“Parties” Collectively refers to SpryPoint and the Client. “Personal Data” means any information that is related to an identified or identifiable individual and has been provided by Client or its Affiliates as Client Data within the SpryPoint Service to enable SpryPoint to process the data on its behalf.
“Production Deployment” means once the Client has provided User Acceptance Testing (“UAT”) signoff and the Service has been moved into a production environment.
“Security Breach” means (i) any actual or reasonably suspected unauthorized use of, loss of, access to or disclosure of, Client Data; provided that an incidental disclosure of Client Data to an Authorized Party or SpryPoint or incidental access to Client Data by an Authorized Party or SpryPoint, where no reasonable suspicion exists that such disclosure or access involves theft, or is fraudulent, criminal or malicious in nature, shall not be considered a “Security Breach” for purposes of this definition, unless such incidental disclosure or incidental access triggers a

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notification obligation under any appliable Law and (ii) any security breach (or substantially similar term) As defined by applicable law.
“Service” means the combination of SpryPoint’s software-as-a service applications as described in the Documentation and subscribed to as set forth in Exhibit B - Pricing Schedule or through a Change Order. “Service Level Agreement” (SLA). means SpryPoint’s standard Service Level Availability policy which may be updated from time to time. No update shall materially diminish SpryPoint’s responsibilities under the SLA. “Subscription Service Fee” means the annual amount invoiced and payable for Client’s use of the Service. The Subscription Service Fee does not include the one-time implementation fees for the Services as set forth in Exhibit A Statement of Work.
“Tenant” means a unique instance of the Service, with a separate set of Client data held by SpryPoint in a logically separated database.
“Term” means the Initial Term of this Agreement which commences on the Effective Date and will continue for one year.
“Updates” means all updates, improvements, enhancements, error corrections, bug fixes, release notes, upgrades and changes to the Service and Documentation as developed by SpryPoint and made generally available for Production use.

1. Provision of Service.

1.1 SpryPoint Obligations. During the Term of this Agreement, SpryPoint shall make the Service and Updates available to Client in accordance with the Documentation, the SLA and pursuant to the terms of this Agreement. SpryPoint shall not use Client Data except to provide the Service, or to prevent or address service or technical problems, verify Service Updates, in accordance with this Agreement and the Documentation, or in accordance with Client’s instructions and shall not disclose Client Data to anyone other than Authorized Parties in accordance with this Agreement.

1.2 Client Obligations. Client may enable access of the Service for use only by Authorized Parties solely for the internal business purposes of Client and its Affiliates in accordance with the Documentation and not for the benefit of any third parties. Client is responsible for all Authorized Party use of the Service and compliance with this Agreement. Client shall: (a) have sole responsibility for the accuracy, quality, and legality of all Client Data and (b) take commercially reasonable efforts to prevent unauthorized access to, or use of, the Service through login credentials of Authorized Parties, and notify SpryPoint promptly of any such unauthorized access or use. Client shall not: (i) use the Service in violation of applicable Laws; (ii) in connection with the Service, send or store infringing, obscene, threatening or otherwise unlawful or tortious material, including material that violates privacy rights; (iii) send or store Malicious Code in connection with the Service or its related systems or networks in a manner not set forth in the Documentation. Client shall designate a maximum number of named contacts as listed in the applicable Orde form to request and receive support services from SpryPoint. Named support contacts must be trained on the SpryPoint product(s) for which they initiate support requests. Client shall be liable for the acts and omissions of all Authorized Parties and Client Affiliates relating to this Agreement.

1.3 Acceptable Use. Client acknowledges and agrees that SpryPoint does not police the content of communications or data of Client or its users transmitted through the Service, and that SpryPoint shall not be responsible for the content of any such communications or transmissions. Client shall use the Services

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exclusively for authorized and legal purposes, consistent with all applicable laws and regulations Client is solely responsible (a) for making sure that the disclosure and use of data, content and information provided to SpryPoint does not violate any applicable law or infringe upon the intellectual property rights of any third party and (b) for the appropriate use of any reports and other materials prepared by Client in a manner that will not violate any applicable law or infringe upon the intellectual property rights of any third party. Client agrees not to post or upload any content or data which (a) is libelous, defamatory, obscene, pornographic, abusive, harassing or threatening; (b) violates the rights of others, such as data which infringes on any intellectual property rights or violates any right of privacy or publicity; or (c) otherwise violates any applicable law. SpryPoint may remove any violating content posted or transmitted through the Services, without notice to Client. SpryPoint may suspend or terminate any user’s access to the Service upon notice in the event that SpryPoint reasonably determines that such user has violated the terms and conditions of this Agreement.

2. Fees.

2.1 Invoices & Payment. SpryPoint will invoice Client the first-year subscription fee for the Service upon execution of this agreement. All fees are quoted and payable in United States Dollars. All invoiced charges are due net 30 days from the invoice date unless otherwise stated on the invoice. Client is responsible for providing SpryPoint complete and accurate billing and contact information including a valid email address prior to the commencement of your subscription. Upon SpryPoint’s request, Client will make payments via electronic bank transfer. All remittance and invoice inquiries are to be directed to [email protected].

2.2 Non-Cancelable & Non-Refundable. Except as specifically set forth to the contrary under Section 6 (Warranty) and Section 7 (Indemnification), all payment obligations are non-cancelable, and all payments made are non-refundable.

2.3 Non-Payment and Suspension of Service. If SpryPoint does not receive any invoiced amount by the due date as provided in Section 2.1 herein, then without limiting rights and remedies, the invoiced amount(s) may accrue interest at the rate of 1.5% per month. If any amount owing by Client for SpryPoint’s services under this or any other agreement is net 30 or more days overdue, SpryPoint, without limiting its other rights and remedies reserves the right to suspend the Service until such amounts are paid in full.

2.4 Taxes. All fees invoiced pursuant to this Agreement do not include any applicable taxes. Client shall be solely responsible in the event any authority imposes a duty, tax, levy, or fee (excluding those based on Provider’s net income) directly upon the Client in relation to this Agreement.

2.5 Tax Status. SpryPoint’s fees do not include any Transaction Taxes. Client agrees that it is exempt from all Transaction Taxes, including but not limited to, any local, state, provincial, federal or foreign taxes, levies, duties or similar governmental assessments of any nature, including value - added, goods and services taxes, excise, use or similar taxes. In the event that Client’s tax-exempt status changes such that it is no longer exempt from Transaction Taxes, Client shall become responsible for paying all Transaction Taxes associated with this Agreement. If SpryPoint has a legal obligation to pay or collect Transaction Taxes for which Client is responsible under this section, the appropriate amount shall be invoiced to and paid by Client. If Client itself, as a body entitled to assess taxes or fees, imposes any taxes or fees upon SpryPoint’s provision of the Services, the fees in this Agreement are net of any such taxes or fees and SpryPoint will gross up its invoices to include such taxes or fees.

2.6 Additional Services. The Service includes optional variable services such as SMS messaging services and outbound IVR dialer services (collectively “Additional Services”). All Additional Services shall be

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invoiced by SpryPoint to Client upon the request of such services by Client at the pricing and rates provided in Exhibit B.
(a) For SMS text messaging services, an optional SMS Short Code fee shall be invoiced upon request of a Short Code by Client. SMS short code fees shall be invoiced annually, while in- bound and outbound text message usage fees shall be invoiced monthly for actual amount used. (b) For Outbound IVR services, usage fees shall be invoiced monthly for the actual amount used upon activation and usage of the outbound IVR services.

2.7 Enhancement Cost. Any enhancements to the Service beyond the initial scope as outlined in Exhibit A – the Statement of Work will be performed on a time and material basis, at an hourly rate of $200 USD per hour. We will implement enhancements pursuant to the change control process as outlined in Exhibit A.

2.8 Additional Users. SpryPoint will be automatically notified when new users are added to Client’s Service.

If the number of active users, not including archived users, exceeds Clients current subscription, SpryPoint will invoice client for any incremental user additions during the calendar month. Invoice to client will be prorated to align with the remaining months in Client’s subscription period.

3. Proprietary Rights

3.1 SpryPoint Intellectual Property Rights. SpryPoint retains all right, title, and interest in and to the Service, Documentation and other SpryPoint Intellectual Property Rights including any related methodologies, techniques, processes, and instruction developed by SpryPoint and used in the course of delivering the Service. under this Agreement and an applicable Statement of Work. No rights are granted to Client hereunder other than expressly set forth herein. Client shall not (and shall not allow or cause any third party to (i) reverse engineer, modify or copy the Service or Documentation or create any derivative works based on the Service and Documentation; (ii) copy and features, functions, interfaces, integrations or graphics of the Service or Documentation; (iii) access the Service or Documentation in order to build any commercially available product or service.

3.2 Client Rights. SpryPoint hereby grants Client’s Authorized Named Users (and those of Client’s Affiliates and Authorized Parties) a non-exclusive, non-transferable, non-perpetual limited right to use the Service and Documentation, solely for the internal business purposes of Client and Affiliates and solely during the Term, subject to the terms and conditions of this Agreement.

3.3 License to Host Client’s Data. Client grants SpryPoint and SpryPoint’s hosting partners a worldwide, limited-term license to host, copy, transmit and display Client’s Data, as necessary for SpryPoint to provide the Service in accordance with this Agreement. As between SpryPoint and Client, SpryPoint acquires no right, title or interest from Client under this Agreement in or to Client’s Data.

3.4 License to use Client’s Feedback. Client grants to SpryPoint and its affiliates a worldwide, perpetual, irrevocable, royalty-free license to use and incorporate into the Service any suggestion, enhancement request, recommendation, correction or other Client feedback relating to the Service. SpryPoint shall have no obligation to make Client Input an Improvement.

3.5 Statistical Information. SpryPoint owns all aggregated and statistical data derived from the operation of the Service, including, without limitation, the number of records in the Service, the number and types of transactions, configurations, and performance results for the Service. SpryPoint may anonymously compile statistical information related to the performance of the Service for purposes of improving the SaaS service, provided that such information does not identify Client’s data or include Client’s name.

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4. Confidentiality

4.1 Confidentiality. A party shall not disclose or use any Confidential Information of the other party except as reasonably necessary to perform its obligations or exercise its rights pursuant to this Agreement except with the other party’s prior written permission.

4.2 Nondisclosure. A party shall not use Confidential Information for any purpose other than to facilitate this Agreement. A Recipient: (a) shall not disclose Confidential Information to any employee or contractor unless such person needs access in order to facilitate the Agreement and executes a nondisclosure agreement with Recipient (b) shall not disclose Confidential Information to any third party without Discloser’s prior written consent.

4.3 Protection. Each party shall protect Confidential Information with the same degree of care it uses to protect its own confidential information, but in no event using less than a reasonable standard of care.

4.4 Injunctive Relief. Recipient agrees that breach of Confidentiality would cause irreparable injury, for which monetary damages would be inadequate. If a recipient discloses or uses any Confidential Information of the other party in breach of confidentiality protections hereunder, the other party shall have the right, in addition to any other remedies available, to injunctive relief to enjoin such acts.

4.5 Retention of Rights. This Agreement does not transfer ownership of Confidential Information or grant a license or any other right thereto. Discloser will retain all right, title and interest in and to all Confidential Information.

5. Data Privacy & Security

5.1 SpryPoint use of Data. Client hereby grants SpryPoint a limited right to access, process, collect, store, generate, display, and use Client Data for the sole purpose of providing the Service. SpryPoint shall keep and maintain Client Data in strict confidence and shall not allow any third parties to use, disclose, or access Client Data without Client’s prior written consent. Notwithstanding the foregoing, SpryPoint may disclose Client Data as required by applicable law or by proper legal or governmental authority. SpryPoint shall give Client notice of any such legal or governmental demand and reasonably cooperate with Client in any effort to seek a protective order or otherwise contest such required disclosure, at Client’s expense.

5.2 Data Security. Each Party shall be responsible for establishing and maintaining its own data privacy and information security policies, including physical, technical, administrative, and organizational safeguards to ensure the security and confidentiality of Client Data; protect against any anticipated threats or hazards to the security of Client data, protect against unauthorized disclosure, access to, or use of Client Data, ensure the proper disposal of Client Data, and ensure that all employees, agents, and subcontractors, if any, comply with the above.

5.3 Unauthorized Disclosure. If either Party believes there has been a Security Breach, such party must notify the other party upon the earlier of forty-eight (48) hours after discovery or any time frame required by applicable law unless legally prohibited from doing so. Each Party will reasonably assist the other Party in mitigating or remediating any potential damage where appropriate. Each party shall bear the costs of such remediation or mitigation to the extent the breach or security incident was caused by it. As soon as reasonably practicable after any such Security Breach, upon Client’s request, Client and SpryPoint will consult in good faith regarding the root cause analysis and any remediation efforts.

6. Warranties & Disclaimers

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6.1 From SpryPoint.
a) Function: SpryPoint represents and warrants that, during the Term, the Service will perform materially in accordance with the Documentation.
b) Intellectual Property Rights: SpryPoint represents and warrants that it owns the Service and has the power and authority to grant the rights in this Agreement without the further consent of any third party.
c) Malicious Code: SpryPoint represents and warrants that to the best of its knowledge, the Service does not contain any Malicious code. SpryPoint further warrants that it will not knowingly introduce any Malicious Code into the Service.

6.2 From Both Parties. Each party represents and warrants that it has the full right and authority to enter into, execute, and perform its obligations under this Agreement and that no pending or threatened claim or litigation know to it would have a material adverse impact on its ability to perform as required hereunder.

6.3 Warranty Remedies. In the event of a breach of the warranty as set forth in Section 6.1, or upon the discovery of Malicious Code in the Service, (a) SpryPoint shall correct the non-conforming Service at no additional charge to Client or (b) in the event SpryPoint is unable to correct such deficiencies after goodfaith efforts, SpryPoint shall refund Client amounts paid that are attributable to the defective Service from the date SpryPoint received such notice through the date of remedy, if any. At no time shall the refund exceed the subscription fees actually paid by Client in consideration for SpryPoint’s service delivery during the immediately preceding twelve (12) month period for the Service.

6.4 Warranty Disclaimer. EXCEPT FOR THE EXPRESS WARRANTIES OUTLINED IN SECTION 6.1 AND 6.2

ABOVE, SPRYPOINT MAKES NO WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED,

STATUTORY OR OTHERWISE, AND SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING

ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE SERVICE AND/OR RELATED DOCUMENTATION. SPRYPOINT DOES NOT WARRANT THAT THE

SERVICE WILL PERFORM WITHOUT ERROR OR THAT IT WILL RUN WITHOUT IMMATERIAL INTERRUPTION. THE LIMITED WARRANTIES PROVIDED HEREIN ARE THE SOLE AND EXCLUSIVE WARRANTIES PROVIDED TO CLIENT IN CONNECTION WITH THE PROVISION OF THE SERVICE.

7. Indemnification

7.1 Indemnification. SpryPoint shall protect, defend, hold harmless and indemnify Client harmless against any loss, damage or costs in connection with claims, demands, suits or proceedings (“Indemnified Claims)” made or brought against Client alleging that the use of the Service infringes any third party’s Intellectual Property Rights; provided, however, that Client; (a) promptly gives written notice of the Claim to SpryPoint; (b) gives SpryPoint sole control of the defense and settlement of the Claim; and (c) provides to SpryPoint, at SpryPoint’s cost, all reasonable assistance. SpryPoint’s obligations set forth in this Section do not apply to the extent that an Indemnified Claim arises out of: (a) Client’s breach of this Agreement; (b) revisions to the Service made without SpryPoint’s written consent; (c) Client’s failure to incorporate Upgrades that would have avoided the alleged infringement; (d) Modification of the Service by Client, its Employees, or Authorized Parties in conflict with Client’s obligations (e) Unauthorized use of the service by third parties; or (f) use of the Service in a manner inconsistent with the Documentation. Furthermore, the obligation to indemnify shall not apply if such liability is ultimately adjudicated to have arisen through the sole active negligence or sole willful misconduct of Client. If Client is enjoined from using the Service or SpryPoint reasonably believes it will be enjoined, SpryPoint shall have the right at its sole option, to obtain for Client the right to continue use of the Service or to replace or modify the Service so that it is no longer infringing.

If neither of the foregoing options is reasonably available to SpryPoint, then use of the Service may be

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terminated at either party’s option and SpryPoint’s sole liability shall be to refund any prepaid fees for the Service that were to be provided after the effective date of termination.

8. Limitation of Liability

8.1 Liability Cap. SpryPoint’s liability arising out of or related to this Agreement shall in no event exceed the Subscription Fees paid by Client within the twelve (12) months preceding the claim.

8.2 Clarifications & Disclaimer. TO THE MAXIMUM EXTENT PERMITTED BY LAW AND EXCEPT WITH RESPECT TO EITHER PARTY’S INDEMNIFICATION OBLIGATIONS, RECKLESS MISCONDUCT, GROSS NEGLIGENCE, WILLFUL MISCONDUCT AND/OR FRAUD, IN NO EVENT SHALL EITHER PARTY’S

AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT, WHETHER IN CONTRACT,

TORT OR OTHERWISE, EXCEED THE SUBSCRIPTION FEES ACTUALLY PAID BY CLIENT IN CONSIDERATION FOR SPRYPOINT’S SERVICE DELIVERY DURING THE IMMEDIATELY PRECEDING TWELVE (12) MONTH PERIOD FOR THE SERVICE FROM WHICH THE CLAIM AROSE. FOR THE AVOIDANCE OF DOUBT, SPRYPOINT’S LIABILITY LIMITS APPLY TO SPRYPOINT’S AFFILIATES,

PROVIDERS, AGENTS, SPONSORS, DIRECTORS, OFFICERS, EMPLOYEES, CONSULTANTS AND OTHER REPRESENTATIVES.

8.3 Exclusion of Damages. EXCEPT WITH RESPECT TO AMOUNTS TO BE PAID BY EITHER PARTY

PURSUANT TO A COURT AWARAD (OTHER THAN A DEFAULT JUDGMENT) OR SETTLEMENT AS WELL

AS THE DEFENSE COSTS UNDER THE INDEMNIFICATION OBLIGATIONS NO MATTER HOW MUCH

DAMAGES MAY BE CHARACTERIZED, IN NO EVENT SHALL EITHER PARTY HAVE ANY LIABILITY TO

THE OTHER PARTY FOR ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL

DAMAGES, HOWEVER CAUSED, OR FOR ANY LOST PROFITS, LOSS OF US, COST OF DATA

RECONSTRUCTION, COST OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, WHETHER IN

CONTRACT, TORT OR OTHERWISE, ARISING OUT OF, OR IN ANY WAY CONNECTED WITH THE

SERVICE, INCLUDING BUT NOT LIMITED TO THE USE OR INABILITY TO USE THE SERVICE, ANY

INTERRUPTION, INACCURACY, ERROR OR OMISSION, EVEN IF THE PARTY FROM WHICH DAMAGES ARE BEING SOUGHT OR SUCH PARTY’S LICENSORS, OR SUBCONTRACTORS HAVE BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGES. CLIENT WILL NOT ASSERT THAT ITS PAYMENT OBLIGATIONS ARE EXCLUDED AS SPRYPOINT’S LOST PROFITS.

9. Term & Termination

9.1 Term of Agreement. The Term of this agreement commences on the Effective Date and will continue for one year.

9.2 Annual Renewal. The initial Term shall automatically renew for successive terms of one year unless either party provides the other written notice of termination at least (30) days prior to the expiration of the current term.

9.3 Annual Escalation. The annual Subscription Service Fee for the Service shall be subject to adjustment on each anniversary of the Effective Date at the higher of the following:
a) in accordance with the change in the USA Consumer Price Index (“CPI”) as published by the Government of the United States. The CPI will be determined based on the percentage increase in the CPI for the twelve (12) month period ending with the calendar month which is three (3) months prior to each anniversary of the Effective Date
b) 5% per year.

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9.4 Termination for Convenience. Client shall have the right to terminate this Agreement without cause or penalty, by giving not less than Thirty (30) days’ prior written notice to SpryPoint. Upon termination, Client shall pay SpryPoint all fees due up to the time of termination.

9.5 Termination for Default. Either party may terminate this Agreement upon Thirty (30) days prior written notice in the event of a material breach by the other party if such breach remains uncured at the expiration of such notice period.

9.6 Termination for Non-Appropriation of Funds. Notwithstanding any other provision of this Agreement, if funds for the continued fulfillment of this Agreement are not forthcoming or are insufficient, through the failure of any entity to appropriate funds or otherwise, Client will have the right to terminate at no additional cost or penalty by giving Thirty (30) days written prior notice documenting the lack of funding.

9.7 Effect of Termination. Upon any termination of this Agreement, Client shall, as of the date of such termination, immediately cease accessing and otherwise utilizing the applicable Service. Termination for any reason shall not relive Client of the obligation to pay any fees accrued or due and payable to SpryPoint prior to the effective date of termination.

9.8 Access to Client Data. Upon written request by Client made prior to any expiration or termination of this Agreement, SpryPoint will make Client Data available to Client through the Service solely for purposes of Client retrieving Client Data for a period of up to sixty (60) days. After 60 days, SpryPoint will have no obligation to maintain or provide any Client data and shall thereafter, unless legally prohibited, delete all Client Data and will have no further obligation to make it available to Client.

10. Messaging.

10.1 Supplemental Messaging Terms. If Client elects to use SpryPoint’s Alerts, Notifications, Communications, Campaigns & Messaging capabilities (Messaging Service”) provided with the Service the following supplemental terms (“Messaging Terms”) will apply. For avoidance of doubt, Messaging Terms apply to all SpryPoint applications within the service involving automated phone calls, pre-recorded messages, text messages, emails, in-app notifications and any other bulk communications.

10.2 Responsibility & Risk. Client shall be solely responsible for the content of any communications which Client initiates or authorizes in connection with the Messaging Services. SpryPoint shall have no responsibility or liability with respect to messages or communications initiated or authorized by Client.

Client assumes all risks associated with use of the Messaging Service

10.3 Messaging Indemnity. Client shall hold harmless, defend and indemnify SpryPoint and its officers, directors, employees, contractors and representatives from and against all claims, damages, losses and expenses including without limitation any statutory damages, penalties and attorney’s fees arising out of or relating to the Messaging Service or any breach by Client of the Agreement including without limitation, these Messaging Terms, except in the event of SpryPoint’s willful misconduct.

10.4 Compliance. SpryPoint is limited to delivering the Messaging Service to the Client as part of the Service, accordingly, compliance with applicable laws is strictly Client’s responsibility with respect to the Messaging Service notwithstanding any provision to the contrary.

11. Miscellaneous

11.1 Independent Contractor. SpryPoint and all persons(s) employed by or contracted with SpryPoint to furnish labor and/or materials under this Agreement are independent contractors and do not act as agent(S) or employee(s) of Client. SpryPoint has full rights to manage its employees in their performance

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of the Service under this agreement. This agreement does not create nor is it intended to create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties.

There are no third-party beneficiaries to this Agreement.

11.2 Insurance. SpryPoint will maintain during the entire Term of this Agreement, at its own expense the insurance coverage as outlined in Attachment D. The policies shall name Client as an additional insured with respect to the provision of services provided under this agreement.

11.3 Governing Law. This Agreement shall be governed exclusively by the internal laws of the State of California.

11.4 Notices. All notices under this Agreement shall be in writing and shall be deemed to have been given upon the third business day after first class mailing.

Notices to the Client shall be sent to:

XXXXXXXXX
Attention: XXXXXXXXX
Notices to SpryPoint shall be sent to:

Kyle Strang
Managing Partner
45 Queen Street – Suite #401
Charlottetown, PE C1A 4A4

11.5 Waiver. No failure or delay by either party in exercising any right under this agreement shall constitute a waiver of that right or any other right. Neither Client’s review, acceptance nor payments for any of the Service or the Implementation Services shall be constructed to operate as a waiver of any rights under this agreement or of any cause of action arising out of the performance of this Agreement.

11.6 Force Majeure. In no event shall either party be responsible or liable for any failure or delay in the performance of its obligations hereunder arising out of or caused by, directly or indirectly, forces beyond its control, including, without limitation, strikes, work stoppages, accidents, acts of war or terrorism, civil or military disturbances, nuclear or natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services; it being understood that SpryPoint shall use reasonable efforts which are consistent with accepted software industry practices to resume performance as soon as practicable under the circumstances. Dates by which performance obligations are scheduled to be met will be extended for a period of time equal to the time lost due to any delay so caused.

11.7 Conflicts of Interest. SpryPoint certifies that to the best of its knowledge, no Client officer, employee or authorized representative has any financial interest in the business of SpryPoint and that no person associated with SpryPoint r has any interest, direct or indirect, which could conflict with the faithful performance of this Agreement.

11.8 Fair Employment. SpryPoint shall not discriminate against any employee or applicant for employment because of race, sex, color, religion, religious creed, national origin, ancestry, age, gender, marital status, physical disability, mental disability, medical condition, genetic information, sexual orientation, gender

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expression, gender identity, military and veteran status, or ethnic background, in violation of federal, state or local law.

11.9 Time. Time is of the essence in the performance of this Agreement.

11.10 Assignment. Neither Party may may assign this Agreement or any of its rights or obligations hereunder without the prior written consent of the other party (which consent shall not be unreasonably withheld).

Except to the extent forbidden herein, this Agreement will be binding upon and inure to the benefit of the parties’ respective successors and assigns. Notwithstanding the foregoing, either party may assign this Agreement in its entirety without consent of the other party in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets so long as the assignee agrees to be bound by all of the terms of this Agreement and all past due fees are paid in full. In no event shall Client have the right to assign this Agreement to a direct Competitor of SpryPoint. Any attempt by a party to assign its rights or obligations under this Agreement other than as permitted by this section shall be void and of no effect. Subject to the foregoing, this Agreement shall bind and inure to the benefit of the parties, their respective successors and permitted assigns.

11.11 Severability. To the extent permitted by the law, the parties waive any provision of law that would render any clause of this Agreement invalid or unenforceable. In the even that a provision herein is held to be invalid or unenforceable, such provision will be interpreted to fulfills its intended purpose to the maximum extent permitted by the law, and the remaining provisions of this Agreement will continue in full force and effect.

11.12 Publicity. Except as set forth herein, SpryPoint shall not use Client’s name, logos, or trademarks in any written press releases, advertisements and/or marketing materials without the prior consent of Client, SpryPoint is authorized to use Client’s name and logo in lists of Clients and on its website, however, such usage shall not be classified as an advertisement but only identification as an entity who receives the Service from SpryPoint.

11.13 Piggyback. It is understood and agreed by Client and SpryPoint that any governmental entity may purchase the services specified herein in accordance with the prices, terms, and conditions of this agreement. It is also understood and agreed that each local entity will establish its own contract with SpryPoint, be invoiced therefrom and make its own payments to SpryPoint in accordance with the terms of the contract established between the new governmental entity and SpryPoint. It is also hereby mutually understood and agreed that Client is not a legally bound party to any contractual agreement made between SpryPoint and any entity other than Customer.

11.14 Amendment. This Agreement may only be amended in writing by authorized representatives of each party.

11.15 Execution in Counterparts: This Agreement may be executed in one or more counterparts. Each counterpart will be an original, but all such counterparts will constitute a single instrument.

Client Name SpryPoint Services, Inc.

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Signature: Signature:

Name: Name: Ryan Cawley
Title: Title: Managing Partner
Date Signed: Date Signed:

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 126 Sample – Service Level Agreement
Remainder of page intentionally left blank.

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45 Queen Street
Charlottetown, PE
C1A 4A4, Canada
sprypoint.com
Exhibit C - Service Level Agreement

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 1 1 INTRODUCTION AND OVERVIEW ................................................................................................... 2 2 DEFINITIONS ..................................................................................................................................... 3 3 SCOPE OF SERVICE/RESPONSIBILITIES......................................................................................... 4

3.1 ONGOING SUPPORT AND SUBSCRIPTION SERVICES ........................................................................ 4

3.2 BILLABLE SERVICES ...................................................................................................................... 7

3.3 RATE CARD .................................................................................................................................. 8 4 PERFORMANCE MEASUREMENT................................................................................................... 8

4.1 SUPPORT LEVEL DEFINITIONS AND RESPONSIBLE PARTIES ............................................................. 8

4.2 ISSUE REPORTING ........................................................................................................................ 9

4.3 ISSUE PRIORITIZATION, DEFINITIONS, RESPONSIBLE PARTIES, AND TARGETS................................. 10

4.4 TRIAGE ...................................................................................................................................... 12

4.5 RESOLUTION .............................................................................................................................. 12

4.6 SYSTEM MAINTENANCE............................................................................................................... 13

4.7 DEVICE AND OPERATING SYSTEM SUPPORT................................................................................. 13

4.8 ISSUE POST-MORTEM PROCESS ................................................................................................... 13

4.9 SUPPORT HOURS ....................................................................................................................... 14

4.10 HOLIDAYS................................................................................................................................... 14 5 SERVICE LEVEL AGREEMENTS ................................................................................................... 15

5.1 SERVICE AVAILABILITY ................................................................................................................ 15

5.2 ISSUE RESOLUTION TIME ADHERENCE ......................................................................................... 15

5.3 SERVICE CREDITS....................................................................................................................... 16 6 PERIODIC SERVICE REVIEWS ...................................................................................................... 16

6.1 PERIODIC REVIEW OF OPEN TICKETS AND OUTSTANDING ISSUES .................................................. 16

6.2 PERIODIC REVIEW OF SERVICE LEVEL AGREEMENT PERFORMANCE .............................................. 16

6.3 ESCALATION............................................................................................................................... 17

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 2 1 Introduction and Overview
SpryPoint’s applications are delivered as a service in the cloud. Integrating software development and support is the optimal way to serve customers. SpryPoint’s Customer Success Team works with the product engineers that build, implement, test, and maintain our applications.

This Service Agreement defines the general technology as well as the scope of the Ongoing Production Support Services for SpryPoint’s software-as-a-service. At a high level, this includes:
● Application support and maintenance
● Management of updates and enhancements
● Technology infrastructure management
● Backup and recovery
● High availability, disaster recovery, and business continuity ● Database management
● Network configuration and monitoring
● Security
● Operations and service delivery management
● Help desk/support
● Reporting/Performance measurement tools
These Services may be supplemented by change requests agreed upon by the parties in writing.

This Agreement describes the responsibilities of all parties, the scope, and approach to the delivery of the services specified herein (“the Services”).

The transition to the Customer Success team will occur when:
● All severity 1 and 2 issues have been resolved
● All severity 3 issues have a defined plan for resolution ● The Post Go Live Support as defined in the Statement of Work is complete ● A finalized punch-list of any outstanding items has been created and responsibilities assigned.

The transition involves:
• Formal knowledge transfer between SpryPoint’s Service Delivery and Customer Success Teams
• An introductory meeting with the client, SpryPoint’s Project Manager and SpryPoint’s Customer Success Team.

This Agreement is specific to SpryPoint’s software-as-a-service applications operating in a production environment as described in the current Pricing Schedule incorporated as part of this Agreement. Any non-production or test environments are expressly excluded from this or any other Service Agreement.

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 3 2 Definitions
These terms shall have the following meanings whenever used in this Agreement. “Assist” means the party which may provide input into a task and/or be consulted before a decision or action is performed.
“Business Hours” – means 8:00 a.m. – 4:00 p.m. Eastern Time, Monday – Friday (excluding holidays)
“Demarcation Point” means the outer most point of connectivity to the Service(s) public or private endpoints such as the data centers, infrastructure, and applications provided by SpryPoint.
“Impact” – means the influence of an event on the organization or organization’s customers. “Issue” – is a disruption to everyday operations that may or may not have significant consequences.
“Lead” means the party with final decision-making authority, accountability, and responsibility for task completion; this party needs to make sure the work gets done. “Outage” means the total minutes the service is unavailable outside the scheduled maintenance window.
“Response Time” – means the number of Support Hours in which a member of the SpryPoint team will respond to a new issue.
“Resolution Target” – means the number of Business Hours in which an issue should be resolved following the identification of its root cause. “Update Frequency” – means the number of Support Hours in which the SpryPoint team will provide an update to an unresolved issue.
“Scheduled Maintenance” means the total minutes of planned maintenance activities per month.

Currently, scheduled maintenance is 4 hours for weekly maintenance and 4 hours for monthly maintenance. Maintenance windows are defined further in System Maintenance and are subject to change on 30 days’ notice from SpryPoint.
“Severity” – is used to understand the impact of an issue quickly and set priorities for resolution target and is measured by how severely the issue is affecting functionality. “Support Hours” – mean 8:00 a.m. – 8:00 p.m. Eastern Time, Monday – Friday (excluding holidays)
“Support Request” – means a request to support the resolution of an issue when further assistance is needed from technical experts.
“Tiers” – represents the complexity of the issue reported. “Total” means the total minutes the service is available less those exceptions listed under Service Availability.

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 4 3 Scope of Service/Responsibilities

3.1 Ongoing Support and Subscription Services

3.1.1 Application Support
The table below describes the application support functions provided in the service and the responsibility assignment of each item.

Item Responsibility
SpryPoint Client
Provide Tier 1 help desk and application support such as, user password management Assist Lead Attempt to resolve Tier 1 issues using existing knowledge base Assist Lead Maintain and update SpryPoint’s knowledge base and other documentation Lead N/A Make determination to escalate and submit Tier 1 issues to Tier 2 Assist Lead Service Request Management
Provide technical and functional troubleshooting for Tier 2 issues Lead Assist Work with Client to determine if an issue is for new system functionality (change) or requires assistance (bug)
Lead Assist
Provide a web-based system for issue tracking Lead N/A
Work with Client to assign proper severity of issue based on definitions Lead Assist Provide issue tracking and reporting Lead N/A
Work with client to resolve Tier 2 and Tier 3 issues Lead Assist Monitor, measure, and report on the status of Tier 2 and Tier 3 issues Lead Assist Resolve Tier 2 and Tier 3 issues Lead Assist
Provide analysis of recurring issues and establish a resolution or work around for such issues.

Lead Assist
Work with Client in reporting and resolving unplanned outages of any component or environment.

Lead Assist
Provide root cause feedback for all Severity Level 1 issues Lead Assist Escalate issues as needed Lead Assist
Promptly report outages and service interruptions Lead Assist Application Support
Provide application support to the functional process owners Lead Assist Address functional issues and questions involving “how to” raised by end-users Assist Lead Work with departments to leverage software to streamline business processes Assist Lead Assist with system functionality and process flow questions for software and reports Assist Lead

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 5 Provide functional support for first time processing of critical client business processes Lead Assist Focused functional process support (i.e., end of year processing) Assist Lead Maintain application releases of the current software in the production environment Lead N/A Assist in reporting product issues to software vendor support and obtaining resolution Assist Lead Provide availability management and support Lead N/A
Provide maintenance and support for all integrations Lead Assist Provide maintenance and support for all reports Lead Assist Provide maintenance and support for all scheduled jobs Lead Assist Provide functional testing support Assist Lead
Deploy required application software Lead N/A
Provide post-deployment verification testing of required software Lead Assist Security Administration
Provide application security maintenance and administration Lead N/A Conduct user access management and review Assist Lead
Maintain and support firewall subsystem software components where applicable (e.g., patches and software upgrades) on Client hardware and software.

N/A Lead
Monitor virus/security alerts and vulnerabilities from manufacturers and determine appropriate action per procedure.

Lead Assist

3.1.2 Operational Support
The table below describes the operational support functions provided in the service and the responsibility assignment of each item.

Item Responsibility
SpryPoint Client
Hosting Services
Provide hosting services Lead N/A
Provide for a replicated system architecture Lead N/A
Provide disaster recovery services including system and data restoration Lead N/A Conduct periodic testing of the disaster recovery solution Lead N/A High availability and continuity of the service including load balancing to redirect traffic, multi-zone databases, auto-scaling instances based on application and processing load Lead N/A
Provide for secure transmission of data being stored and/or archived Lead N/A Provide toll-free support line. Lead N/A
Database Management
Perform database administration Lead N/A

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 6 Perform database monitoring Lead N/A
Perform database tuning Lead N/A
Perform database security Lead N/A
Perform database procedures Lead N/A
Perform scheduled maintenance procedures Lead N/A
Perform database patching and updates/service packs Lead N/A Communicate patch and update impact analysis Lead N/A
Perform database capacity planning Lead N/A
Perform database refresh/clones Lead N/A
Perform database backup and recovery Lead N/A
Perform any data purging or archiving as required. Lead N/A Release Management
Assess impacts of new releases to the environment Lead Assist Perform Client-requested periodic refreshes of the non-production environments from the production environment up to twice per calendar month Lead Assist Perform application upgrades Lead Assist
Perform maintenance pack installations Lead Assist
Perform emergency release updates as needed. Lead Assist Access Management
Manage administrative user access to the environments Assist Lead Manage user access at the operating level Assist Lead
Manage application users and their access to the various environments Assist Lead Performance Management
Monitor system performance Lead N/A
Monitor application performance Lead N/A
Monitor scheduled job performance Lead Assist
Analyze performance related issues to identify factors impacting performance Lead Assist

3.1.3 Technology Infrastructure Services
The table below describes the technology infrastructure functions provided in the service and the responsibility assignment of each item.

Item Responsibility

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 7 SpryPoint Client
Review and resolve technical issues with the system Lead Assist Assist with system debugging and issue resolution Lead Assist Resolve system technical issues with scheduled jobs and reports Lead Assist Answer technical questions for day-to-day maintenance Lead Assist Perform system administration Lead Assist
Provide system monitoring and tuning Lead Assist
Provide system capacity planning Lead Assist
Provide storage capacity planning Lead Assist
Provide workload management and support Lead Assist
Perform infrastructure maintenance and support Lead Assist Manage the testing of all application and system changes prior to applying to production Lead Assist Perform updates/service packs on application infrastructure Lead N/A Perform system patching and updates/service packs (desktop) N/A Lead Provide change bundling analysis to reduce the frequency and length of time required to apply changes
Lead N/A
Provide a back-out plan for changes to the various environments Lead N/A Apply code patches for application software Lead N/A
Implement minor technology updates Lead N/A
Provide system maintenance scheduling and coordination Lead N/A Report system outages and service interruptions Lead Assist Provide infrastructure monitoring and alerting Lead N/A Provide set-up, maintenance, and support for the following environments:

Production Lead N/A
Staging Lead N/A
Sandbox (where applicable) Lead N/A

3.2 Billable Services
There will be instances where a client request is beyond the scope of the original contract. Any out-of-scope item is considered an enhancement or a change to the service and should be directed to our Customer Success team through regular support request options. Enhancement requests would include new functionality and features. Change requests would include changes to the services or responsibilities of the service.

Examples of billable services that require a quote:

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 8 ● Requests for new reports
● Requests for changes to current reports
● New configuration/setup
● Rate changes
● Changes to bill print/template
● Changes to forms or letters

3.3 Rate Card
Any billable services to the Service beyond go-live will be performed at the then prevailing rate as published by SpryPoint on an annual basis. Any enhancements will be implemented pursuant to the change control process as outlined in the Statement of Work. 4 Performance Measurement

4.1 Support Level Definitions and Responsible Parties
Client agrees to follow escalation procedures and is responsible for Tier 1 support functions before new application or functionality related to SpryPoint services is enabled in production.

4.1.1 Client Responsibilities
Tier Definition Description/Examples
1 Support performed by Client, who shall
be responsible for addressing common
user questions and issues
● Provide application navigation tips
● Perform password resets or analyze login
issues
● Answer questions regarding basic
operation of the application
● Gather information to escalate to Tier 2
support

4.1.2 SpryPoint Responsibilities
Tier Definition Description/Examples
1 Support performed by Client, who shall
be responsible for addressing common
user questions and issues
Maintain documentation to enable Client to
resolve most Tier 1 support issues without
requiring escalation to specialized application
support.
2 In-depth technical support performed by
SpryPoint to address issues outside the
scope of Tier 1 issues.

Provide Tier 2 support for all SpryPoint
applications which includes:
● Advanced technical and system
administration responsibilities which

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 9 SpryPoint’s experienced team are
available to:
● Assess issues
● Provide solutions
● Resolve issues
● Create new features
may require application log, database
access, or other code-related
troubleshooting
● Clearly defined points-of-contact,
available to receive and appropriately
respond to issues from Tier 1 support
● Advice and assistance for the
applications and non-programming
activities in direct support of users
● Advise Client personnel of estimated
time to resolve an issue after root
cause diagnosis
● Provide status updates during issue
resolution
● Escalate Tier 2 support issues to Tier
3 support at our sole discretion
3 A level of product and service support
provided by SpryPoint resources (such as
product managers or product team)
Provide Tier 3 support for all SpryPoint
applications which includes:
● Data fixes
● Code-related troubleshooting
● Bug fixes

4.2 Issue Reporting
The Client shall designate one or more power users to request and receive support services from SpryPoint. These users must be trained on the SpryPoint applications for which they initiate support requests.

To report an issue, submit a support request by:
● Support widget (must be enabled in-app)
● SpryPoint Helpdesk Portal - support.sprypoint.com
● E-mail – [email protected]
● Phone - 855.TRY.SPRY
Issue reporting shall be available twenty-four (24) hours a day, seven (7) days a week, and 365 days a year.

Before reporting an issue, Client’s personnel must collect as much of the following information as possible:

Criteria Description/Examples
Date and Time When did the issue start?
Product/Function SpryCIS – Meter Reading
General Description Describe the issue you are experiencing as well as the expected results Replication How to replicate the issue

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 10 Severity Per the severity levels defined in this document Operating System iOS, Android, Windows, MacOS
Device iPad, Chromebook, Microsoft Surface, MacBook
Browser Chrome, Safari, Edge, Firefox
Screenshots Screenshots of the error will help with troubleshooting Support requests are submitted to report issues. Once submitted, Client will receive an automated response indicating the request has been received as well as a ticket number.

SpryPoint’s Customer Success Team will address tickets according to the Severity Level. The SpryPoint team will determine the cause of the issue and begin the process for correction and/or remediation. Some possible causes of an issue to be reported are:

Bug – an error, flaw, or fault in the application that causes an incorrect or unexpected result or behaviour.

Configuration Request – a change or update to the behaviour of an application through a setting in the user interface.

New Feature Request – an update to the application to provide new functionality or a new feature.

Training Issue/Question – Client does not understand how or why something is behaving the way it is or needs to understand options to change the base behaviour.

Performance/Service Issue– generally a high priority, high severity item that includes outages, downtime, and other issues affecting the usability of SpryPoint applications.

Additional detail on the ticket submission process may be found in Appendix A.

4.3 Issue Prioritization, Definitions, Responsible Parties, and Targets
Severity
Level
Example Response
Target
Resolution
Target
Update
Frequency
1 – Urgent Client’s business is not operational due to
significant performance issues or outage,
creating a substantial impact financially or by
the number of customers affected.

Critical business function(s) cannot be
performed and/or a key component is
unavailable or is non-functional. There is no
immediate work around.

Urgent issues have top priority until resolved
1 hour 4 hours 1 hour

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 11 Examples of Severity 1 issues includes but are
not limited to:
● System is unavailable (outage),
● Unable to perform a key function such
as calculation of bills or billing process,
● A key function is malfunctioning,
creating a severe financial/customer
impact
● Any event that impacts more than 20%
of the customer base.
● Severity Level 1 issues are subject to an
Issue Post-mortem by SpryPoint
2 – Critical Client’s business is operational but the ability to perform business functions is severely
impacted,
A critical business function or functions are
partially operational or operating by use of a
workaround only sustainable for a short period
of time.

A critical business function or functions is
operating at limited capacity or has a defect
which creates errors or atypical results to
customer records, transactions, or financials.

Examples of Severity 2 issues includes but are
not limited to:
● 10%-20% of the customer base are
affected by bills which are calculating
or rendering incorrectly
● Response times on transactions or
screens are 3 times the normal
response times (response times must
be tracked at go-live for benchmark)
● Processes take 3 times as long to
complete or error out (response times
must be tracked at go-live for
benchmark)
2 hours 16 hours 4 hours
3 –
Restricted
Use
The service is experiencing an issue that can
be worked around but is impacting client’s
efficient use of the service. The business is
operational but with reduced efficiency.

Examples of Severity 3 issues includes but are
not limited to:
● Single account issue
4 hours 160 hours 40 hours

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 12 ● Business function has a slight
restriction of function of non-critical
nature
● A work around is required to maintain
normal operations
● Non-performance impacting defect
4 – Not
Urgent
The service is fully functional but may contain a
cosmetic flaw, or misspelling.

There is no operational, financial, or customer
impact.

Examples of Severity 4 issues include, but may
not be limited to:
● A button is out of alignment on the user
interface
● Question regarding configuration or
functionality
● General inquiries
8 hours 200 hours Upon
resolution
5 Enhancement request 16 hours As defined
in change
process
noted in the
Statement
of Work
As defined
in change
process
noted in the
Statement
of Work

4.4 Triage
Based on the severity level of the support request, Client can expect a response from the SpryPoint Customer Success Team as indicated in the table above.

During this initial contact, the team has several objectives:

1. Confirm and/or clarify our understanding of the support request. Adjust reported severity level if necessary.

2. Document the use case where the issue occurs.

3. Establish a resolution plan and provide an estimated resolution time if possible.

4. If an estimated resolution time cannot be provided during the initial contact, Client will be provided with an estimate on the timeframe.

5. If the support request is Level 5 (enhancement request), Client will be contacted to discuss the use case and scope of the enhancement. An enhancement specification and quotation will be delivered.

6. Resolution

4.5 Resolution
Issue Resolution indicates that the issue has been addressed and resolved, pending confirmation from Client’s power user. If for any reason Client is not satisfied with the resolution, Client may request the issue to be re-opened.

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 13

4.6 System Maintenance
The primary contact for the ongoing maintenance and support of the application is SpryPoint’s Customer Success team. Although rare, SpryPoint may, at its discretion, schedule a system maintenance window, during which time normal production services may not be available.

Planned system maintenance windows are mutually agreed upon with the Client. Whenever possible, SpryPoint will plan Scheduled Maintenance to coincide with Client’s IT system maintenance windows and outside the hours of 8:00 a.m. and 4:00 p.m. Eastern Standard Time.

There may be some instances where updates are required immediately or within a short timeframe to maintain the integrity or functionality of SpryPoint applications. In such cases, SpryPoint will notify Client’s designated contact of unplanned system maintenance and work with Client to deploy the necessary changes during the earliest, mutually favorable time. SpryPoint will promptly notify Client’s designated contact of any downtime and provide confirmation once full functionality is restored.

In extraordinary circumstances, it may be necessary to take the system offline or otherwise prevent access to applications. This would be the result of an exceptional situation (i.e., a zeroday vulnerability) where SpryPoint would take preventive action to mitigate any potential adverse impact to our clients.

4.7 Device and Operating System Support
● SpryPoint shall use commercially reasonable efforts to identify a root cause and provide technical solutions therein for any reported bugs, defects, issues, etc., provided that the Software or Services are not otherwise impaired at the start of the then-current Service Term and has been properly maintained by Client in accordance with SpryPoint’s policies.

SpryPoint is not required to support its applications in the following circumstances:
hardware that is no longer supported by its manufacturer. (e.g., iPhone 3G, Samsung Galaxy S Captivate)
● Operating systems or versions of operating systems which are no longer supported or updated by their authors (e.g., Apple, Google, Microsoft, etc.). ● Errors that are a result of product misuse, negligence, or improper utilization of any or all part of the Software or Services.
● Issues that are a result of electrical failure, internet connections problems, and all data issues deemed to be under Client’s exclusive control and responsibility including but not limited to: data input and output are outside the scope of this service level agreement.

Maintenance for unsupported operating systems and/or hardware may be available to clients at an additional charge.

4.8 Issue post-mortem process
The issue post-mortem process at SpryPoint includes the following:

Action Objective
Summary of what happened ● Which services and customers were affected? ● How long and severe was the issue?

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 14 ● Who was involved in the response?
● How was the issue resolved?
Root cause analysis ● What were the origins of failure? ● Why do we think this happened?
Steps taken to diagnose, assess, and
resolve
● What actions were taken?
● Which were effective?
● Which were detrimental?
Timeline of significant activity Centralize key activities from monitoring tools, ticket management, issue details as well as internal and
external communications.

Learning and next steps ● What went well?
● What did not go well?
● How do we prevent this issue from happening
again?
Summarize findings Circulate summary to affected clients upon request.

4.9 Support Hours
SpryPoint business hours are from 8:00 a.m. to 4:00 p.m. Eastern Time, Monday through Friday (excluding holidays).

After-hours, on-call support is available when requested. This provides extra support when migrating, updating, or upgrading integrated line of business applications. After-hours, on-call support rates will be in accordance with the current Rate Card (Section 3.3).

4.10 Holidays
Response to requests other than Severity Level 1 may be delayed up to 24 hours during holidays observed by SpryPoint as outlined below:

Holiday Date (on or around)
New Year’s Day* January 1
Provincial Holiday Third Monday in February
Good Friday Late March/Early April
Victoria Day Third Monday in May
Canada Day* July 1

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 15 Civic Holiday First Monday in August
Labour Day First Monday in September
National Day of Truth and Reconciliation September 30
Thanksgiving (Canadian) Second Monday in October
Remembrance Day* November 11
Christmas Day* December 25
Boxing Day* December 26
*If a holiday falls on a weekend, it will be observed the following Monday. 5 Service Level Agreements
Service Level Agreements (SLAs) provide clarity around the commitments to deliver the Service and set expectations for both parties relative to the Client’s business and the impact/role of the Service within the Client’s business.

5.1 Service Availability
SpryPoint will use commercially reasonable efforts to make our Services available with an uptime percentage of at least 99.5% within a given calendar month.

5.1.1 Exclusions, Exceptions and Limitations
This does not apply to any Service performance issues caused by factors; (i) outside of SpryPoint’s reasonable control, including any force majeure event or Internet access or related issues beyond the demarcation point of SpryPoint; (ii) that result from Client’s equipment software or other technology such as metering technology, payment and data processing services, networking technology and/or third-party equipment, software, integration services or other technology (other than third party equipment within our direct control); (iii) that result from any scheduled maintenance as provided for pursuant to this Agreement; or (iv) arising from SpryPoint’s suspension and termination of Customer’s right to use Software.

5.2 Issue Resolution Time Adherence
SpryPoint will use commercially reasonable efforts to hit the Resolution Targets defined by Severity Level in Section 4, above.

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 16

5.3 Service Credits
In the event of a failure by SpryPoint to meet the Service Availability and Issue Resolution Targets as defined in this SLA, as the Client’s sole and exclusive remedy, at Client’s request, SpryPoint will provide Service Credits in accordance with the following:

1. First month of missed service availability or issue resolution target, SpryPoint and Client will meet to discuss possible corrective actions

2. Second consecutive month: 10% of the Subscription Fee paid for the applicable month of the affected SpryPoint application

3. Third consecutive month: 20% of the Subscription Fee paid for the applicable month of the affected SpryPoint application

4. Fourth consecutive month: 30% of the Subscription Fee paid for the applicable month of the affected SpryPoint application

5. Fifth consecutive month: 40% of the Subscription Fee paid for the applicable month of the affected SpryPoint application

6. Sixth consecutive month: 50% of the Subscription Fee paid for the applicable month of the affected SpryPoint application

7. More than six consecutive months: Within thirty (30) days of such failure Client shall have the option to terminate the entire Agreement and upon termination Client shall receive a refund of all prepaid subscription fees that are unearned as of the date such termination becomes effective.

8. Service Credits shall be deducted from subsequent invoices for Subscription Fees, or upon the termination or expiration of the Agreement the Service Credits would be paid directly to the Client.
6 Periodic Service Reviews

6.1 Periodic Review of Open Tickets and Outstanding Issues Such reviews are offered by SpryPoint upon client request and may be held either monthly or quarterly as agreed by both parties. Reviews are led by a member of the SpryPoint Customer Success Team and commonly include:
● Discussion and review of open or recently closed tickets ● Discussion and review of recent or forthcoming product releases

6.2 Periodic Review of Service Level Agreement Performance Such reviews will be held annually (or on a periodic basis as agreed by both parties). Either party may request the review. The review will be led by the Manager of Customer Success and shall include:
● Discussion and resolution of any issues that may arise under an SLA ● Service delivery since last review
● Major deviations from service targets
● Negotiate proposed changes to the SLA
● Resolve concerns about service delivery

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SpryPoint Service Level Agreement
Confidential | Copyright © 2022 SpryPoint Solutions Inc. All Rights Reserved 17 ● Discuss any staffing changes for SpryPoint or Client
The review mechanism shall include an escalation procedure under which any unresolved issues are escalated for immediate resolution. Disagreements shall initially be handled by means of the following escalation provision:

6.3 Escalation
In the unlikely event that a customer needs to escalate an issue beyond the Customer Success Analyst in charge, the following is the path of that escalation:

If the Client is unable to get appropriate support from the assigned support analyst or senior support analyst, the client may escalate first to Shelley MacLeod, Manager of Customer Success and then to any Managing Partner at SpryPoint, however Kyle Strang is the Managing Partner responsible for Customer Success-related escalations.

Contact information for the Customer Success Management Team:

Shelley MacLeod, Manager, Customer Success
[email protected]
Office: 902.510.1770
Mobile: 902.213.0950
Kyle Strang, Managing Partner
[email protected]
Office: 617.939.9016
Mobile: 902.476.7930

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 145

10. Exceptions
SpryPoint reserves the right to negotiate all terms related to future binding agreements between the City of Hemet, CA and SpryPoint.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 146 Attachments – Solution Overview

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 147 SpryCIS – Customer Information Solution
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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 148 Designed to disrupt the legacy CIS Market, SpryCIS is a true SaaS responsive-design web application. SpryCIS extends beyond the typical functionality of legacy CIS solutions with additional functionality to address:
• Mobility • Conservation Initiatives
• CRM • Customer Engagement
• AMI and Smart Grid Integration • Mobile Field Service • Complex Rates • Dashboards & Business Intelligence
• Customers
• Accounts
• Bankruptcy
• Premises
• Service Points
• Liens
• Bill Disputes • Collection Agency Interface
• Collections
• Deposits
• Email & SMS Communication
• Bill Analysis
• Budget Billing • Payment Arrangements
• Loans • Payment Extensions
• GL Subledger • Penalties
• Key Account Management • Alerts
• Comprehensive API Toolset
• Deposits
• Audit Trails
• Mapping & GIS Integration
• E-Billing
• Off-Cycle Billing
• Service Orders
• Document Management
• Miscellaneous Receivables
• Workflow

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 149 Ease of Use
As a design principle, most utility software has been built to cater to its developers and not those who work on the front lines. With the experience of the end user in mind, SpryPoint has built SpryCIS to intuitively streamline your business processes. Almost all customer inquiries can be answered immediately from the landing page for an account or customer.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 150 Customer Management
Customers are independent of accounts and premises within the system. This flexible model allows customers to be associated with multiple premises. They can also be associated with one or many accounts with various statuses.

Some of the key data points tracked for customers include:
● Customer Type ● Date of Birth
● Customer Status ● Preferred Language
● Customer Status ● Communication Consent
● Preferred Communication Method ● Email Addresses
● Associated Premises ● Contact Information
Contacts can be tracked without being a customer or an account. The number of contacts is unlimited. This is particularly useful when dealing with Commercial and Industrial Accounts with multiple contacts as well as for potential new customers who will be moving into your service territory.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 151 Premise Management
SpryCIS also separates premises from customers. This allows for independent tracking of legal parcel information with key information such as:
● Premise Type ● Ownership
● Service Address ● Child Premises
● Premise Status ● Map with GIS Layers
● Lat/Long ● Property Managers/Landlords
● Parcel ID ● Former Customers
In addition, SpryPoint can integrate Assessor’s or Parcel Management data to clearly display this information for CSRs.

Account Management

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 152 Accounts within SpryCIS are defined as a combination of a customer and a premise. Account management is designed with flexibility to manage all related customer inquiry activity. All pertinent account information is easily accessible directly from the account screen. This includes information such as:
● Account Type
● Status
● Balance
● Contact Information
● Billing Cycle
● Deposits
● Usage
● Alerts
● Notes
● Communication History
● Billing Agreements
● Receivables
● Transactions
● Penalties
● Collections
● Statements
● Usage
● Exemptions
● Payment information
● Service Orders

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 153 Customer Relationship Management and Communication
SpryCIS includes Stream functionality which serves as a Customer Relationship Management (CRM) tool to manage all activities and communications related to an account. Stream provides CSRs quick visibility on last actions, such as customer notes, communications, time-stamped audit logs (changes), and user views. This will allow CSRs to assess whether there has been recent activity on an account. Stream includes:
● User Notes
● Direct Communications
● Audit Logs
● User Viewing History
User Notes
Customer Service Representatives can create and view all notes related to an account. All notes include:
• Note Category • Username
• Unlimited Free Form Text • Date
• Attachments • Time Stamp

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 154 Notes can be categorized based on the reason for the inquiry. In addition, automated actions and workflow can be driven from the note entry including the creation of:
• Tasks - #Task will create a task for a user or group of users (@user or @group) Tasks can be used as a workflow management tool to create and assign work for follow-up. Tasks and messages assigned will show up for the user as a message bar and viewable in their queue:
• Service Orders - #Service Order entered in a note can automatically kickoff a Service Order against the account for execution using SpryMobile.
• Alerts - #Alert will automatically create an alert on an account which can be set by priority type (low, medium, high) and can be used to alert CSRs of pertinent

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 155 Direct Communications
This tab allows users to view and initiate all communication with customers. Communications can be categorized and reported based on:
• Inbound/outbound emails • Inbound/outbound SMS
• Outbound Voice Message • Customer Chat
SpryCIS includes duplex communication capabilities so that when a customer replies by email or text, it is automatically logged within the Direct Communications tab. All communications include:
• Communication Method • Communication Type
• Username • Subject
• Date and Time • Attachments
• Follow-up Required • Comments and Notes

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 156 Audit Log
SpryCIS includes a full Audit Log that shows all activity and changes made to an account. The audit log on the account includes:
• Username • Date
• Fields Updated • Time Stamp
• Old Value • System Generated Activities
• New Value • User Generated Activities
Viewing History
The Viewing History tab provides a full log and timeline of visitors who have accessed an account, regardless of whether changes to the account are made. Viewing history includes:
• Username • Time
• Date • IP Address

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 157 Service Points
SpryCIS includes the concept of Service Points which specify the Service to be billed at a premise and includes key information such as:
● Service Type
● Location of Service
● Flat Rate Multiplier
● Consumption Multiplier
● Billing Agreement
● Rate
● Status
● Installed Meter
● Install Date
● Manufacturer
● Size
● Model

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 158 Account Transfers
SpryCIS has processes for account transfers to ease the management when needing to accommodate customer scenarios crossing accounts. As part of move out transitions, a user can offer the customer the ability to transfer deposits as part of th final billing routine, automating the deposit entries across to the target account. There is optional process to move the account balances, called Balance Transfer, which after final billing, to the target account if business policy allows for such. The system will confirm the movement and automate the entries, assuring original documents, balances, aging of AR follow to the target account

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 159 Deposit Management
SpryCIS has very flexible deposit handling functionality. Deposits can be established by “Type” which can be flexible to define by service, service class (eg commercial vs Industrial vs Residential), and customer type or credit situation. choosing the deposit type can be predefined during the Move In transition which normally assigns the defaults of deposit types anticipated based on services at the incoming premises. A user can manually assess deposit types on accounts at any time as well (reassessing a deposit, contractual overrides, etc).

Deposit assessments can also have scripted definitions on what criteria to base the amount on. For example, a utility can select bill history of the past 24 months on the premises service to average a bill amount, then multiply by two for a 2x Deposit rule. Another more complex example is to remove the highest and lowest of the last 24 months and average the rest or add a factor on top of the average. In all cases, the computed variables are stored on the assessment for audit backup on the calculation and a user can override to smooth the amount as needed. Assessments can also define how many installments it is eligible for, and if the installments will align to bill due dates for ease of statement delivery.

SpryCIS will track the collection of each installment and alert users of any uncollected deposits.

Deposits on hand can be tracked and collect interest as required. Interest can be calculated each month or on other frequencies as required. When an account is final billed, the interest will be automatically calculated and applied for payout to the customer. This process is similar for the deposit refund process when returning deposits based on good customer history.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 160 Dispute Resolution
Processing of a bill dispute allows for efficient management and auditable tracing of the dispute process from initiation to closure. First a user defines the bill being disputed, clicks Dispute and selects a dispute type from drop down list, and enters initial comments.

From here the Dispute is processed and will hold the bill from any collections activity or penalties until the dispute is resolved. Also, an alert will be automatically placed on the account and the bill for clear visibility by all system users
The Dispute also opened a task, which assigns the user, the dispute object and now allows for all tracking elements (orders opened, reviewers, documentation, notes, regulatory hearings, etc) to be collected on the Task. When the dispute is to be finally resolved, a resolution code is entered and the bill is removed from the hold of processes.

SpryCIS provides easy visibility to all disputes in a data table under Collections Billing Agreements

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 161 Customers are assigned billing agreements by service type (electric, gas, water, sewer, stormwater, broadband, etc.). This allows for flexibility of various processes by service such as budget billing, collections, payment arrangements and more by service type. Billing Agreements include key information such as:
● Account
● Service Type
● Tax Schedules
● Consumption Multiplier
● Agreement Date
● Rate Schedule
● Service Start Date
● Service Agreements
Receivables

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 162 Within the receivables tab, CSRs have easy access to all Accounts Receivable information. All balances can be easily searched and sorted by:
● Status
● Date
● Description
● Charge type
● tax amount
● outstanding balance.

Additional information such as account aging buckets, and deposits are also easily accessible.

Additional information such as account aging buckets, Average bill analysis, and deposits are also easily accessible:

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 163

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 164 Rates
SpryPoint provides a highly configurable and flexible rate engine to support rates, charges, fees, surcharges, and taxes. Rate structures can be configured to support an unlimited number of factors including consumption, demand flat fees, formulas, and other user definable factors. Default rates are configured during implementation and can be effective dated to automatically adjust based on seasonal rate changes.

Effective dating of rates allows changes to be configured in advance and pro-ration across multiple billing periods is available as well.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 165 Meters
All meters are easily maintained in SpryCIS. Meter information is specific to service type so there are different types of information maintained depending on whether it is an electric, water or gas meter. Some of the key information maintained on meters includes:
● Meter number
● Serial number
● Manufacturer
● Status
● Model
● Meter size
● Meter location
● Seal tag
● Drive type
● Register
● ERT
● Measurement type
● Multiplier
● Dials
● Readings
● Consumption
● Unit type
● Description
● Read date
● Read types
● Read method
● Billed code

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 166 AMI/MDM Integration
As part of our standard implementation process, SpryPoint’s platform will be integrated with your Metering Infrastructure. Typical information that will be pulled for display in the SpryPoint platform include:
● Read date ● Interval and Interval Value
● Reading Time ● Errors
● Reading Frequency ● Tamper Alerts
SpryPoint will assume responsibility for the integration to pull and display AMI data within our platform of solutions.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 167 Billing Calendar
SpryCIS provides users with a billing dashboard to view all pertinent information related to billing.

This includes a billing calendar where users can configure automated billing routines by day.

In addition, users can easily view a list view of all billing periods which contains key information such as:
● Billing Cycle
● Stage
● Period
● Start Date
● End Date
● Read Date
● Bill Date
● Mail Date

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 168 Consumption Review & Validation
Upon importing reads, users are presented with a sortable view of all readings associated with that billing Cycle. The consumption review allows users to drill into more detailed information as need and is designed to allows users to identify and filter various criteria such as:
• Service Type • Estimated Value • Percent Difference
• Account • Measurement Type • Warnings
• Meter • Consumption • Approvals
Example below of reviewing consumptions, where filtering on non-acceptable conditions for autoapproval can be filtered and then each record reviewed and actioned:

The warnings on the first meter are holding back approval, a user clicks the expansion button to see more about the meter, history, the warnings, etc:

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 169 Users are presented with a validation and auto approve process that will allow users to approve selected readings, launch estimations or put specific bills on hold for further review before moving on to the next step in the billing workflow process.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 170 Billing Workflow
SpryCIS was designed to make the billing process as simple as possible. A wizard like experience walks users through each step in the billing process. Workflow is configurable but typically will encompass the following steps:

Configurable workflow is used to walk CSRs through your billing process. Which includes:

1. Meter Reading Imports

2. Consumption Review & Validation

3. Bill Posting

4. Statement Generation

5. PDF Generation and Storage

6. Electronic Delivery or Printing of Statements

SpryCIS differentiates from legacy CIS solutions during the billing process in that we harness the power of horizontal scalability provided with a true SaaS solution. Automated elasticity provides SpryCIS the ability provisioning additional servers in AWS to meet your needs. This allows us to split workloads between hundreds of servers to limit the number of requests any individual server is getting. SpryCIS will allow you to but the time required to run billing by as much as 95% relative to older client/server or even hosted CIS solutions.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 171 Budget Billing
SpryPoint offer a configurable budget billing option which tracks the true amount owing versus a running balance. An automated true-up process is available to reconcile the account at a user specified time or on the anniversary date.

Once a Budget Billing plan is in place, the account screen easily identifies for a user the Account’s Budget Monthly amount and over/under balance on the top right of the page, and on the Billing Agreement tabs at the bottom, the budget per service is easily visible.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 172 Collections
SpryPoint Collections provides notification to customers of past due payments. Configuration of collection activities is user definable by customer class and can be triggered automatically based on other processes. Collections can also interface with external collection agencies who assist with the recovery of bad debt. Collection routines can be segmented by Account Types (residential, commercial, industrial, etc.) and is also run based on various statuses including:
● Active
● Inactive
● Final Bill
● Disconnect
● Non-Payment
● Theft of Customers
● Liens
● Write-Offs

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 173 Collection Agency Interface
As part of the collection routine, a collection step can initiate the accounts that become eligible for agency collection. These parameters include dollar threshold, number of days past due, prior collection steps processed before and account status. At this point a user can confirm the accounts being processed to a collection agency, which will track the event on the account and as an alert for easy visibility by all users.

SpryCIS can create an export file for the collection agency which is typically exported in a CSV format during the process stage. Upon collection of funds by the collection agency, a payment import file of payments is returned in the same format which is easily imported into SpryCIS.

Imported payments are automatically applied against the receivable balance of the customer.

SpryCIS will also track the total amount that has been collected by the Collection Agency for reporting and audit purposes.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 174 Liens
Most legacy CIS applications are limited by the data model and lack the flexibility and automation tools to streamline the Lien process. SpryPoint’s data model between Customer, Premises, Accounts was designed with the flexibility to allow various charges by service type to reside with different entities such as the Customer, Premise, or landlord. We can link liens to the premise as well as the account level as to meet customer requirements.

A lien is a claim or legal right against assets that are typically used as collateral to satisfy a debt. In some cases, municipal utilities may file a lien on a property for the nonpayment of utility user fees for services provided to the property. Liens are typically regulated by state public utility commissions, and as such the business rules for liens will vary by state.

Liens are typically used as a last resort when other delinquency and collections efforts have failed to result in payment of utility fees. In order to pursue a lien, utilities generally must follow a set of statemandated procedures and timelines.

In SpryCIS, lien documents result in the reduction in account balances, similar to a write-off process, whereby the debts are no longer considered short-term receivables. When payment is received via the tax roll process, utilities may apply the payment to the account “lien recovery” charges, or by reversing the lien and applying payment to the original receivables.

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RFP For Enterprise Resource Planning & Implementation Services Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 175 Payment Arrangements
Scheduled Payment Arrangements can be established for customers who have fallen into arrears on their bills. A mutually agreed upon payment contract is established with the customer to avoid service cut-off.

Some of the key information maintained when establishing a payment arrangement include:
● Account
● Customer
● Type of Payment Plan
● Reason
● Number of Installments
● Number of Installments
● Days between Payments
● Balance Due
● Due Date
● Receivable Amount

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 176 Payment Extensions
SpryCIS includes the ability to offer to offer one-time payment extensions which allow customers to defer payment by a configurable amount of time. While a customer is underneath an extension, all collection and disconnect activities can be put on hold until the balance is resolved.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 177 Loans
SpryCIS includes a full Loans functionality set, to manage the different utility scenarios of installment-based loans. Loans can be configured by “type”, which controls specific parameters such as GL entries, interest rules, compound method, term/amortization, service or receivable type and frequency.

With the loan types defined a user can choose a loan type, add the principal amount if definable, and process loans for customers, creating amortization schedules, installments, and the underlying accounting entries. As loan payments continue through time, the balances per installment, accrued interested, etc is all tracked on the loan General Ledger

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 178 SpryCIS maintains a GL sub-ledger which through configuration ensures that all transactions are posted to the correct accounts. This allows SpryCIS to be easily integrated to any FIS Solution.

Accounts are easily searchable by name, account number, description, status and more.

SpryCIS users with security rights can easily view key information by account and by period including:
● Current Balance
● Account Numbers
● Account Name
● Fiscal Period
● Description
● Transaction Amounts
● Starting Balance
● Ending Balance
● Debits
● Credits

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 179 Cashiering
SpryPoint Cashiering facilitates point of sales transactions from any cashier location. Cashiering includes automated reconciliation at the end of day to help balance cash, checks and credit card payments. SpryCIS supports various automated and traditional payment methods such as cash, checks, ACH, eChecks, credit cards, IVR (by integration).

To ensure security, all activity is logged with a visible audit trail on all user activities and transactions. All payments are made through integration with PCI compliant payment processors.

SpryPoint does not store any credit card information within our applications.

Miscellaneous Charges can be itemized with default amounts and codes for easy entry, and lines added to a charge invoice for an account:

Invoices can be generated immediately, or charges left on the account to be added on to the next statement to be generated, depending on the process required. Invoice templates are very flexible to design.

Payment Processing
SpryCIS records every payment received utilizing smart batch orientation and real time interfaces to make the customer experience as dynamic as possible. Payment sources are defined and API routines from payment processors allow for automation of daily batches, real time payments and posting. Payments immediately update the account balances. Batches opened for front counter cashiering, lockbox, bank, agency assistance, etc.… are defined by payment source with controls for each source. Batches are applied based on defined import rules, formatted files definitions and auditing of unmatched payment records for clearing accounts. Every payment transaction is an object that can be actioned further including reversals, NSF processing, payment transfers for misapplied payments and more. Tender types are defined by group and on the aggregate for various reconciliation processes. SpryCIS includes a full bank reconciliation process which allows for grouping of tender types across batches and days as required.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 180 Returned Check Processing
Returned checks for non-sufficient funds are handled efficiently through integrated payment processors or directly through SpryCIS. If a check is retuned, a simple click of “Start NSF process” button will initiate a process will reverse the entries of the original payment, returning the documents it was paying back to their original Accounts receivable state and aging.

An NSF charge will also be posted to the account automatically as part of the NSF process.

Users can initiate an NSF letter, which will generate a word and PDF version of a preformatted letter which can easily be sent to the customer electronically via email/SMS or in the utilities’ preferred format. All NSFs are tracked as a distinct collection event, which will impact a customer’s credit score. In addition, an alert can be placed automatically on the Customer and Account to warn users of a customer's NSF history. The NSF can trigger a “cash only” alert on the account, if a customer exceeds defined threshold of NSF events. This process will automatically block the customer from future payments by check and by credit card if required.

Refunds
Refunds can be managed from both the Deposit Refund process or Final Bill process. Deposit refunds will automatically calculate eligible refunds based on time and the credit scoring of the customer. They can be applied either to the account balance or as a check refund. The Final Billing process will determine upon posting that if a credit balance remains it will initiate a voucher refund document for the account to process as a check. Users can manually review accounts with credit balances to determine if a refund is warranted and process them as a oneoff as well.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 181 Voucher refunds include security and workflow as to who has authority to post and apply refunds to ensure segregation of duties within the utility. Refund checks can be processed within SpryCIS or can be export to the financial system which will be used to generate the checks.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 182 Bill Template
SpryPoint offers a highly configurable bill template which is designed in conjunction with each utility to provide detailed billing information to their customers.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 183 SpryEngage – Customer Experience Platform
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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 184 Often utilities have multiple products or portals (CIS, EBPP, MDM, and Efficiency) which form a complex web of inconsistent technology. All too often the result is a poor customer experience as customers do not know where to go for information. SpryEngage was designed to provide utilities with a holistic omnichannel portal, enabling our clients to easily interact with their customers in their preferred manner at any time. We are focused on always providing utilities a 360-degree view of their customers at all times.

Some of the core functionality includes:

1. Customer self-service and enrollment in programs related to your CIS.

2. Consumption analytics integrated with your metering system or CIS for the presentation of consumption data.

3. Payment processing embedded for a seamless customer experience.

4. Single platform to manage all customer alerts and notifications using SMS, email, or voice

5. Forms management with workflow to automate customer service inquiries.

6. Program management and campaigns to support efficiency and conservation initiatives.

7. Key Account Management and advanced analytics for commercial and industrial customers.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 185 Customer Facing
Registration Process
SpryPoint’s portal contains a registration process which will allow users to sign up for access.

The required fields for registration (email, account number, etc.) can be configured as desired.

Customer Login
SpryEngage contains a secure login process to allow customers to access their account. Security measures include options for password complexity requirements and optional multi-factor authentication. In addition, there is automated functionality to reset passwords to minimize the need for maintenance by utility staff.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 186 Mobile Enabled
All SpryPoint solutions are built with a mobile-first approach using responsive web design.

SpryEngage is device agnostic and provides customers with an optimized user browsing experience whether they are using a computer, tablet, or phone.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 187 Introductory Tour
Upon logging in for the first time, customers are prompted to walk through a step-by-step introductory tour. The introductory tour will be configured during implementation to highlight functionality within the portal that you would like customers to focus on. The tour provides a stepby-step workflow on how to complete specific processes (payments, sign-up for programs, etc.) and will help minimize calls to customer service when customers first sign-up.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 188 Customer Dashboard
SpryEngage contains a comprehensive customer dashboard with various widgets which can be configured based on your engagement goals defined. The dashboard provides one consolidated view to provide customers one click access to key information such as payments, program enrollment and usage information. The dashboard can be configured with targeted prompts to guide your customers to sign-up for programs which will benefit them and utility operations.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 189 Profile Management
Empower your customers to view and update pertinent information. This information can be automatically updated in your CIS or be sent by workflow for approval by the utility.

Customers can:
• Update their profile including email address, phone numbers, etc. • Manage alert subscriptions
• View Service Orders
• Review form submissions
• Link or manage multiple accounts including inactive accounts. • Enroll in multi-factor authentication
• Manage Guest Access
• Manage Wallet and all payment methods

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 190 Multiple Account Views
Customers have the option to view information for a single account or all of their accounts with the utility whether active or inactive.

Program Enrollment
Upon first registering for an account, customers are encouraged to enroll in various programs designed to ease the burden of manual requests on your CSRs. SpryEngage uses color-coded visual prompts as a call to action to nudge customers to enroll in various programs designed to save you money.

Examples of enrollment request which are typically configured include:
• Paperless Billing • Payment Arrangements
• Budget Billing • Charitable Contributions
• Autopay • Conservation Programs
Upon completing an enrollment form, applications are automatically routed to the correct individuals or departments for review and approval. Customers are provided transparency throughout the enrollment process to see what programs they have applied for and the current status of their application.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 191 Alerts
SpryEngage provides customers with the ability to opt-in to receive notifications, reminders, subscriptions, and alerts in a single easy-to-navigate interface. Customers can have their alerts delivered by SMS, Email, IVR and in-application. We provide a library of select alerts out of the box, but it is not uncommon to develop custom alerts to address specific needs during implementation.

Alert management will allow your customers to:
• Manage and configure notifications and alerts for all accounts in one interface • Easily select which alerts and notifications they’d like to opt-in • Select contact method preference, from list of predefined options for each notification and/or alert
• Modify a prior selection at any time
• Receive a validation or confirmation of their opt-in or change in status via their preferred method of communication (SMS, Email, Voice or in-app). • Opt-out of receiving any notifications, preferences, alerts, or reminders.

Some standard alert types typically used by our customers include:

Alert Type Description
Bill Available Notification to inform customers when bill is available in MyAccount Collection and
Payment Reminders
Notification to remind customers that due date is approaching, and payment has not yet been made.

Missed Payment
Alert
Notification to inform that payment is overdue
High Bill Alert Notification that bill may be higher due to change in energy consumption (see High Bill Alerts section below for specific user requirements)
Scheduled Service Notification that scheduled service is confirmed - could be multiple services

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 192 SpryEngage’s Alerts and Notification platform can also be used for additional stakeholder communications. Examples include:

Communication Example
Employee Notification Some utilities use the platform to alert all staff of impending storms and for call-in scenarios.

Surveys Some utilities use automated outbound surveys by phone to gauge customer satisfaction after service order completion.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 193 Guest Access
Customers can assign access to other users to have the ability to view and manage their account on their behalf. There is a simple workflow process for customers to:

1. Select guests to be added to your account or accounts.

2. Assign what accounts they have access to.

3. Assign permissions on what guests can view and manage (Pay bills, view bills, submit forms, etc.)

4. Edit or revise permissions for guests at any time
Analytics and Consumption
Provide customers with easy access to their data to empower them to manage and adjust their usage. Both regular meter and smart meter consumption information can be made available.

Data is viewed through interactive charts which allow customers to drill into daily or even hourly consumption to help them save money and reduce their carbon footprint.

Several views can be made available for your customers including year-over-year comparisons and cohort analysis versus other customer demographics. Consumption information can be overlayed with other variables including temperature, precipitation, and heating degree days.

Customer data can be downloaded to excel to enable customers to do their own consumption modelling.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 194 Consumption information can be presented using any of the following options:

1. Billed consumption from CIS – Billed consumption display is most commonly used with utilities that do not have AMI Meters or a Meter Data management System.

2. Integration with AMI – For customers that do not have an MDM, SpryEngage has APIs to integrate directly to the head-end AMI system to provide access to interval data.

3. Integration with MDM – For customers that have an MDM, SpryEngage has APIS available API to present interval data. There is also an option to embed pages from your MDM into SpryEngage using an embedded iFrame if allowed by your metering vendor.

4. Optional – Storage of Interval Data – For an additional cost, SpryPoint can house interval data and offer it for presentation to your customers in your preferred interval.

Benchmarking and Conservation
Provide customers with easy access to their data to empower them to adjust their consumption patterns to meet conservation and efficiency initiatives. Household consumption can be compared against other customer classes to encourage reduction.

Key Account Management
Key Account Management provides an additional level of service to your commercial, industrial, and institutional customers. Enhanced CRM capabilities, real-time consumption monitoring and demand management are critical features which will allow your key accounts to realize real savings. SpryEngage empowers your key accounts by providing access to the data they need to make informed decisions.

Functionality includes:
• Dynamic and interactive metrics that incorporate data from your AMI, AMR/ MDM and CIS solutions.
• Configurable and interactive Key Performance Indicators (KPI) dashboard to provide consumption and demand information.
• Automated Reporting
• Real-Time Alerts related to consumption and demand
• Consumption and demand data presented on a per meter or aggregated basis. • Integration with your numerous AMI Systems.
• Download of consumption, demand and interval data in Green Button format and in CSV/Excel for further modelling.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 195 In addition to all of the advanced Metrics, SpryEngage includes a CRM System to track and manage all communication with your Key Accounts.
• Consumption & demand analysis • Customers
• Meters • Accounts
• Contacts • Locations
• Communication history • Service Orders
• Campaigns • Form Submissions
Electronic Billing
SpryEngage manages the customer sign-up and the delivery of all electronic bills. Upon logging in customers can be prompted to sign-up for e-billing to help you save on associated print and mail costs. In addition, administrators can create campaigns to encourage customers to sign-up for e-billing in an effort to save on print and mail costs. There are no additional variable costs associated with electronic billing.

Bill Display
SpryEngage retains a PDF copy of the actual bill statement as received by the customer.

Customers can view bills as either a representation or using the actual PDF as received in the mail. In addition, customers can view their statement history, current bill and unlimited historical bills.

Statements & Payments
SpryEngage can integrate with your current payment processor or other payment processors to ensure PCI Compliancy while processing payments. Customers can make payment on a single bill or on multiple bills. Customers can manage their wallets and sign up for automated or recurring payments.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 196 If you choose to use one of SpryPoint’s preferred payment processing partners some of the additional available features and benefits include:

One Time Pay
Many customers simply want to know their amount due and make a payment. One-Time pay allows customers to view and pay bills quickly without having to register for an account or remember their login details. It’s simple, fast, and easy.

AutoPay (ACH)
With AutoPay, your customers can setup worry-free, automatic recurring payments, choosing the frequency and method of payment from the options you define. The service includes management of enrollments, notification preferences, schedules, payment methods, and more.

Additionally, your CSRs can be given permission to set-up AutoPay on behalf of a customer. ACH payments are an efficient and cost-reducing alternative to paper checks and credit cards.

Customers can add as many payment options as they would like.

IVR Payments
Use a toll-free number to allow your customers to hear their balance and due dates, confirm their last payment, and make payments over the phone. Your call flow is configurable with customized greetings and voice prompts in English and Spanish. Customers can pay in fewer than two minutes with the option to quickly transfer to a CSR if needed.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 197 Pay-by-Text
Communicate directly with customers via a text message with payment capability. Customers can pay directly within the text dialogue with a simple reply.

Charitable Contributions
SpryEngage provides customers with the option to either round up their payment to the nearest dollar or determine an amount they would like to add to their payment for charitable purposes.

Maximum Payments
Maximum payment allows customers to define a maximum value that can be authorized for an automatic payment. In addition, administrators can define the maximum amount which is allowed to be paid via credit card in SpryEngage.

Digital Wallets
SpryEngage supports digital wallet payment options which are considered more secure, convenient, and easier to use. Customers can manage the various payment methods within their digital wallet.

PCI Compliancy
SpryPoint uses PCI-compliant partners to ensure our customers’ security is maintained while processing payments. Using a SpryPoint partner is our preferred approach to supporting on-line payments but if you have existing relationships with payment providers, we are open to discuss integration options.

User Adoption and Welcome Letter
User adoption is a key factor in achieving project goals such as improving customer satisfaction, water-use efficiency, and on-line self-service. To drive portal adoption, SpryPoint can coordinate the delivery of an electronic welcome letter to all customers introducing them to your new portal and encouraging them to register.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 198 Administration
Dashboard
SpryEngage contains a comprehensive administrative dashboard which provides CSRs access to all pertinent information related to operations and customers. Workflow and routing can be used to track multiple business processes. Examples of information displayed on the dashboard include:
• Form Submissions
• Calendar with Reminders and Tasks
• Customer Analytics and Reports
• Service Orders
• Key Performance Indicators (Billing, Payments, A/R, etc…) • Customer Usage Patterns (visit frequency, page statistics) • Mapping with data layers from (CIS or GIS)
• Integrations and Metrics from other solutions
• Customer, premise and account Information from CIS
• Notes and Phone Calls
• Account Tags and Customer Segmentation

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 199 The Administrative Dashboard is normally configured specific to each utility and below are some sample screenshots of our customer dashboards.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 200 Masquerading
Masquerading allows CSRs or administrators who are assisting customers over the phone, to temporarily switch to a customer’s account so they can see what the customer is seeing. A banner will appear at the top of the screen to indicate that the CSR is masquerading as the customer. SpryEngage maintains a record of the original user account, so users can easily switch back to the previous account.

Communications
All communications including notes, calls, texts, and emails can be actioned and tracked from SpryEngage Information that can be synchronized with the CIS includes all contact points including notes, in app messages, SMS Messages, and phone conversations.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 201

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 202 Live Chat
SpryEngage offers optional live chat capabilities. Live chat is used for basic inquiries that can be resolved electronically, reducing the burden on your call center. SpryPoint recommends making live chat available to only authenticated customers as CSRs are generally not able to offer assistance or information to unauthenticated inquiries.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 203 Forms
SpryEngage offers a highly configurable drag and drop forms engine that allows you to easily create an unlimited number of forms without our assistance. We recommend that you avoid complex or intimidating forms to prevent customers from navigating elsewhere. We will work with you to deliver concise easy-to-use forms for your customers during implementation.

Forms can be used across all departments (Customer Service, Finance and Operations) to automate manual business processes. Examples of form types include:
• New service • Report Street Light Outage
• Move in/move out requests • Payment Arrangement application • Pre-Authorized Payments • Budget Billing applications • Service Order Requests • Billing inquiries or disputes. • Program Sign-Up • Equipment Rentals
All Forms can be made available in an unauthenticated environment such as your utility website or in an authenticated environment such as SpryEngage. Within an authenticated environment, customer information can be auto populated to minimize the effort required by customers to submit information.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 204 Form Configuration
Each form has a rich set of configurations, as shown below, to allow for specific workflows to follow the submission of the form:
• Automated communication responses upon submission
• Automated alert to the designated user/department for the type of form • Tracking of the submission handling required to approve before the form is active
• Creation of a Service Order based on levels of approval/review configured • Automated responses to the customers upon approval/denial of the submission along with ad hoc comments from the reviewer.
• Follow up reminders if required for the submission steps.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 205 Forms Workflow
Administrators can configure workflow which will route completed forms to the correct department or individual for review, approval, and follow-up processing. Your customers will be automatically notified when action is required, and workflow can be established to route forms across multiple departments for multiple approvals. Forms can also be integrated with outside systems to initiate specific processes. Approved forms can also generate service orders within SpryMobile to further automate business process such as in an application for service scenario.

Each form submitted is reviewed/commented and automatically moved to the next workflow step upon completion.

Upon successful completion and submittal of a customer form, SpryPoint’s Customer Relationship management solution will automatically associate and ingest the submission and associated customer data. This data can be used to segment your customers based on the services they are inquiring about and allow you to manage outbound marketing campaigns which appeal to that specific customer segmentation.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 206 Reporting and Analytics
SpryEngage provides real-time, interactive dashboards, detailed reports and Key Performance Indicators (KPIs) that allow you to mine customer information and make informed business decisions.

Understanding the traffic source, bounce rates, and exit pages of your customer portal can provide actionable insights on how to better serve your customers. SpryPoint provides analytics that will provide visibility into pages and functions that need your attention to enhance customer experience.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 207 Operational Mapping and Alerts
Operational Mapping allows utility administrators to send customer alerts to proactively or reactively alert customers to events such as:

Events Example
Planned Outage Notification of planned outage that impacts account holder Unexpected Outage Notification that an outage has unexpectedly occurred in a specific area or region if integrated with your OMS.

Tree Trimming Notification to customers of tree trimming in a certain area by selection on a map.

Hydrant Flushing Notification to customers of hydrant flushing in a certain area by selection on a map.

Planned Restoration Notification that planned outage event is over and power is restored Storm Notification Notification that customer should anticipate possible outage due to pending storm, with link to safety and preparedness instructions SpryEngage provides the ability to add layers from other business systems (CIS, OMS, AMS, etc.) and drive communication to customers.

Alert Subscription

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 208

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 209 Frequently Asked Questions (FAQ)
SpryPoint helps ease the number of inquiries coming into your CSRs by included a list of FAQs.

We can suggest common questions that you will encounter and will work with you to understand what types of questions may be specific to your customer base.

Videos
SpryPoint will work with you during implementation to create training videos which can be included within the Help section of SpryEngage. Training videos are designed to cover navigation of business processes (such as sign up for ACH, etc.). Training videos provide an opportunity for both refresher training for existing employees and introductory training to new employees.

Customer Relationship Management (CRM)
Administrators have easy one-stop access to all pertinent information related to customers. CSRs can view the following on one screen:
• Customer, premise and account Information from CIS
• Submitted forms and applications
• Service Orders
• Billing and Payment History
• Notes and Phone Calls
• Account Tags for segmentation
Contact Management
Record and retrieve all applicable customer data including the ability to track all communication by phone call, email, or text. Set follow-up reminders and allow users to create tickets for service departments.

Customer Segmentation
SpryEngage allows you to segment your customers and target specific groups through customized promotional campaigns. Upon the submission of an expression of interest for a service or product, SpryEngage provides a tool to track, nurture, and report on different groups of customers.

Campaigns and Promotions
Create and manage managing campaigns to market to or engage your customers by segments.

Inherent workflow allows end users to design, manage, launch, and report on the success of various campaigns.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 210 Campaign Example Use Case
News and Information Users can opt-in to receive marketing information individually.

Monthly Newsletter Subscription to receive ongoing information via email Cost Saving Programs or
Incentives
Subscription to receive cost savings information, incentives or rebates that might be of interest
Safety Tips Subscription to receive ongoing information via email Storm Preparedness Subscription to receive ongoing information via email and/or text Campaigns provide statistics to allow you to drill into what was delivered, opened, clicked and more.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 211 Reminders
As a follow-up to campaign management, SpryPoint's CRM has strong lead management and follow-up reminders and tracking which can be used to track and monitor customer interest in various offerings.

Pipeline and Opportunity Management
Monitor and maintain interest in various programs and initiatives by tracking all interested customers from a pipeline view. Information associated with opportunities includes stage, next step, close date, revenue forecasting, and analysis. All data can be easily exported to Microsoft Excel for further analysis.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 212 SpryMobile – Mobile Field Service
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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 213 In today's environment, utilities of all sizes need to streamline and automate their processes.

Fortunately for utilities, technology has advanced rapidly and provides opportunities to respond to these challenges more efficiently and cost-effectively.

Mobile enablement has enabled utilities to concentrate their efforts in the field, allowing them to serve customers more rapidly and efficiently.

While the cost of mobile enabling your field service operation has dropped over the last few years, many utilities still rely on pen and paper in the field. Lower cost, technological advances, and integration make mobile enabling your field service team a compelling opportunity.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 214 Figure 1 - Process diagram of paper-based service order management Service orders change. When work requirements change, those changes must be communicated to the field. By their very nature, paperwork orders are static documents. To get updated information into the field, someone at the office needs to rely on an email, text, phone, or radio call. Mobile enablement streamlines this process significantly.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 215 Figure 2 – Process diagram of mobile-enabled work and service order management A streamlined process allows a utility to meet customer demands more rapidly and efficiently. In this sense, mobile enablement is a customer-care and satisfaction tool of tremendous impact. In today's utility environment, that is vital.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 216 Functional Overview
SpryMobile allows utilities to build upon and
extend their existing service and work order
systems into the field, delivering:
• Streamlined workflow
• Reduced reliance on paper
• Instant visibility into the work being
completed in the field
• Improved customer service
Features and Benefits Overview:
• Mobile and Web-enabled: No need for
specialized hardware or software. Users
access SpryMobile from phone, tablet, or
laptop.
• Real-time updates: SpryMobile
integrates with your existing billing or
work order system and provides realtime updates between the office and the field. • Instant Search and Filtering: Search, sort, and filter based on work order type, district, route, status, and more.
• Work History, Tracking, and Reporting: Daily summary and detailed reports on completed and outstanding work.
• Mapping: Deploy, manage, and review work geographically. Gain insight into trouble areas.
• Dispatching: Easily assign work orders to service groups, crews, and trucks. • Field Comments: Update the back office with comments from the field to document work.
• SMS/Text Messaging: Want to alert a customer that your technician is en route? Send an SMS message directly from the service order.
• Customer Sign-off: Need a customer’s sign-off on a work order? SpryMobile supports digital signatures.
• Asset, Meter, and Device Testing: Flexible test forms in SpryMobile help track testing events and stay in compliance.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 217 Configuration
SpryMobile was built to enhance your existing business processes. To meet this goal, the platform offers a multitude of configuration options. We work with your team throughout the implementation process to implement best practices through our configuration engine. As your operation evolves, configuration changes can be made in-app and do not require custom coding or modifications to the underlying platform.

Service Order
“One-size fits all” does not always work in service orders. Different types of service orders have different requirements, and SpryMobile helps you define what information needs to be exposed and what data needs to be collected.

From setting meters, tracking test results, and collecting customer signatures, SpryMobile adapts to the way you work in the field.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 218 Dynamic Search and Filters
Quickly find the information you need to complete the task at hand. Search across all fields, including partial searches.

Filter orders by Status, Type, Service Area, Route, Premise, and Date.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 219 My Work
Field technicians do not need to see everyone’s work. They need to know what work is assigned to them and how to get it completed efficiently.

My Work is a dashboard view for field personnel. A simple drag-and-drop design displays all orders assigned to the technician and allows the structuring of the work to meet their needs.

Technicians can manage their day from a central location using My Work to initiate and review all work.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 220 Supervisor Review
Supervisor needs differ from those of field technicians. List View provides supervisors with an overall view of the state of your operation.
• Search service and work orders by any field
• Review service and work orders by any status
• Drill into more detail
• Review service and work orders by map view
• Full audit and review capabilities
Customer and Premise Information
Go beyond customer names and addresses. Track service areas, lot details, and more to keep your team up to date.

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Enterprise Resource Planning & Implementation Services
Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 221 Meter Information
Consumption and read data are just the beginning. Review and track meter attribute to always be on top of your equipment in the field.

Field Comments and Forms Tracking
Free-form comments let you keep records on angry dogs or anything your team needs to be aware of. If you leave forms with customers, track them in your service orders and keep everyone on the same page.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 222 Tasks
SpryMobile supports an unlimited number of tasks across the platform. Task Types provide business process control and help ensure that field staff complete all necessary steps on a service order. Each task is dated and timestamped with the user ID of the person interacting with it to help provide complete visibility into the lifecycle of any given service order.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 223 Activity Codes
Activity Codes provide a sub-level to Task Types within SpryMobile. With Activity Codes, additional detail can be collected on a task-by-task basis across the platform. The result is a rich data collection environment to ensure your team collects all the information necessary for your operation.

Customer Signatures
Need customer signoff on installation or repair work? With a tablet or other touchscreen device, collect customer signatures and maintain the record with the service order.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 224 Service Order History and Activity Logs
Service Order History exposes previous service orders at the premise. Activity logs track each interaction a technician has with an order. From updating a meter read to entering a comment, all activities are tracked here for supervisor review and inquiry.

Condition Reporting
Condition Reporting can be added to any metered service. This feature supports collecting internal and regulatory data in support of meter management processes. From multiplier verification to field testing, Condition Reporting will help your team stay in compliance and on top of meter maintenance.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 225 Time and Materials Tracking
If you need to track time and materials used on a job, track it directly on the service order. Labor and material tables are updated and maintained behind the scenes to deliver a quick and easy way for your team to track on the go. Service orders also provide full activity logging, so you know who worked on what and when.

Mapping and GIS
SpryMobile overlays data from your CIS or existing infrastructure and asset GIS layers on top of the map within the application. Whether linear assets such as pipelines or point assets such as hydrants and poles, SpryMobile provides a map-based toolset to maximize the lifespan and performance of assets while reducing operating costs.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 226 Below is a screenshot with CIS Service Order layers layered on top of the map in our SpryMobile application.
.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 227 Dispatching
Work assignment and dispatching have traditionally been limited to sorting stacks of paper and handing them out to your team. SpryMobile dispatching provides a holistic view of daily work requirements for easy assignment to crews, teams, trucks, or individuals.

When an order has been assigned, it is visible to the assignee through their My Work dashboard.

Dispatching no longer needs to be limited to the start of the workday. As work requirements change through the day, you can always assign or reassign work as necessary to meet your needs.

Simple drag and drop functionality to facilitate the following:
• Create Work Teams by Individual or Crew
• Easy reassignment of individuals to multiple crews
• Auto Dispatch by Work Order Type, Geographic Zone, and more • Dispatch directly from a map view of Work Orders
• Automated alerts to Field Techs for high priority Work Orders When an order has been assigned, it is visible to the assignee through their My Work form.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 228 Scheduling
The scheduling board allows supervisors or dispatchers to drag and drop work orders into timeslots by an individual or crew. Work Orders can also be auto-assigned to individuals or crews by work order type or geographic region. Configuration on the work order level allows for an estimated completion time to help optimize time slots and schedules.

The Scheduling Engine uses travel times based on Street Level Routing to maximize resource utilization and respond effectively to emergency requests. Rules can be configured to handle unique circumstances such as storms, overtime, outages, and emergency or priority orders.

SpryPoint’s flexible scheduling engine is designed based on industry best practices to address the challenges of managing crews spread over large service territories.

Operational Outlook provides supervisors with a flexible view to understand upcoming work schedules by individual or crew. Views of work to be completed can be displayed on the department level or by service area. Upcoming work can be analyzed by day, week, or month to ensure resource optimization in scheduling.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 229 Resource Optimization and Capacity Planning
SpryMobile Capacity planning provides visibility into workforce capacity. Capacity planning details available time by a field technician or crew, allowing you to distribute work and maximize productivity optimally.

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Confidential | Copyright © 2023 SpryPoint Services Inc. All Rights Reserved 230 Reporting
Reporting is an integral component of any operation. From reviewing trouble zones in your service area to the understanding employee and resource allocation, access to actionable data allows your team to respond efficiently and effectively. SpryMobile can report on every aspect of the data collected or generated; reports can be presented in dashboards, PDFs, Microsoft Excel, and CSV.

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Software – Year 1 $
Financials:

General Ledger, Project and Grant Accounting, Budgeting, Purchasing, Accounts Payable, Accounts Receivable, Capital Assets
Cashiering
Utility Billing
SpryCIS $ 30,000.00
SpryMobile $ 6,000.00
SpryEngage $ 12,500.00
Human Capital Management:

Human Resources
Timekeeping
Payroll
Business License
Sub-Total - Software $ 48,500.00
Implementation Services
Implementation $ 60,000.00
Data Conversion $ 40,000.00
Training $ 22,400.00
Report Development $ 8,000.00
Integration $ 11,200.00
Travel $ 25,000.00
Other
Analysis $ 23,200.00
Configuration $ 64,000.00
Testing $ 36,800.00
Mock Go-Live $ 4,800.00
Go-Live $ 24,000.00
Post Go-Live Support $ 24,000.00
Sub-Total - Implementation $ 343,400.00
Maintenance/License - Software Years 2-10
Year 2 $ 50,925.00
Year 3 $ 53,471.25
Year 4 $ 56,144.81
Year 5 $ 58,952.05
Year 6 $ 61,899.66
Year 7 $ 64,994.64
Year 8 $ 68,244.37
Year 9 $ 71,656.59
Year 10 $ 75,239.42
Sub-Total - Maintenance/License $ 561,527.79
Total $ 953,427.79
** Pricing is valid for 180 days from the response date.

Annual SaaS Fee
Annual SaaS Fee
Annual SaaS Fee
Annual SaaS Fee
Annual SaaS Fee
Annual SaaS Fee
Annual SaaS Fee
Annual SaaS Fee
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Assumptions
Annual SaaS Fee
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City of Hemet, California
User Count - Financials = 110 Named, 30 Concurrent
W2 Count - Human Capital Management = 352
Assumptions
Assumptions
Annual SaaS Fee
Project Management
Final Travel Budget TBD with the City
Annual SaaS Fee
Annual SaaS Fee

22.H.

[yOO-nI-vER-UHs]
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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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

https://univerus.com/
Contact Information
Company Name Univerus Inc.

Address 514 Kennett Pike, STE #1, Chadds Ford, PA, 19317 130 Brew St, Suite 401, Port Moody, BC V3H 0E3
Contact Name &
Title
James Shields
Solution Manager
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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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Table of Contents

1. Cover Letter ................................................................................................................................. 5

2. Requirements............................................................................................................................... 7 Hemet ERP Requirements.docx ................................................................................................................7 Solution Overview...................................................................................................................................33 General Ledger....................................................................................................................................33 Budgeting ............................................................................................................................................41 Purchasing...........................................................................................................................................44 Accounts Payable ................................................................................................................................57 Accounts Receivable ...........................................................................................................................64 Project and Grant Accounting.............................................................................................................72 Utility Billing ........................................................................................................................................75 Cashiering/Cash Receipts..................................................................................................................115 Capital Assets....................................................................................................................................115 Business License................................................................................................................................117 Human Resources.............................................................................................................................117 Time and Attendance........................................................................................................................133 Payroll ...............................................................................................................................................136 Reporting ..........................................................................................................................................138

3. Pricing.......................................................................................................................................... 140 Exhibit A – Pricing..................................................................................................................................140

4. Implementation ........................................................................................................................... 142 a) Sample Project Plan ........................................................................................................144 Timeline Recommendations.............................................................................................................144 Project Milestones............................................................................................................................145 b) City Resources.................................................................................................................150 c) Vendor Resources...........................................................................................................151 d) Process Improvement Strategy.......................................................................................152 e) Business Change Management.......................................................................................153 f) Data Conversion..............................................................................................................153 g) Testing.............................................................................................................................154 h) Training ...........................................................................................................................155

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

i) Report Development ......................................................................................................156

5. Support........................................................................................................................................ 157 User Support.........................................................................................................................................157 User Community ...................................................................................................................................159 Post Go-Live Transition to Customer Support ......................................................................................159

6. Technology Overview................................................................................................................... 160

7. References................................................................................................................................... 161 Exhibit B - References ...........................................................................................................................161 Current Customers............................................................................................................................161 References Prior Customers .............................................................................................................162

8. Contract Performance .................................................................................................................. 162

9. Contract Samples......................................................................................................................... 162

10. Exceptions.................................................................................................................................. 162 Appendix – Contract Samples........................................................................................................... 163 UNIVERUS MASTER SERVICES AGREEMENT - Sample ......................................................................163 SAP Cloud Service Schedule (for indirect sales)................................................................................185 PDS Cloud Subscription Agreement..................................................................................................190

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

1. Cover Letter
On behalf of Univerus Inc. we appreciate the opportunity to submit the attached proposal to the City of Hemet (City) for the Enterprise Resource Planning Software & Implementation Services RFP. As our proposal hopefully demonstrates to the CIty, we are a vendor that is qualified to deliver a cloud-based, easy to use solution that will integrate effortlessly with the current and future CIty environment.

Our product, Univerus ERP SAP Business ByDesign (Univerus ERP) has been developed specifically for local governments. Blue Ocean Systems, a division of Univerus, has successfully implemented SAP products (SAP Business ByDesign - SAP Business One - SAP S/4HANA Cloud) over the last 14 years.

Combined with our Univerus Energy & Water CIS (Univerus E&W CIS) utility billing module and PDS, Inc. Vista HR & Payroll solutions, our enterprise suite has become a comprehensive solution consisting of financial, human resource and utility billing management.

Univerus ERP SAP is a powerful, suite in a box-based platform that allows you to manage all your business processes using a modern and tightly integrated solution. We have deep experience in helping customers perform system migrations and enabling the change management that will be required in your organization, including detailed data migration from your current system to the new ERP solution.

Univerus E&W CIS, our real-time billing and consumer engagement software solution is designed specifically for regulated utilities, especially ones utilizing or moving towards smart metering infrastructure. In contrast to legacy systems that are being adapted to fit smart meter and AMI environments, Univerus E&W CIS was designed from the beginning to accommodate the real-time, data intensive nature of the smart grid.

PDS, Inc., our HCM Strategic Solution Partner, has been a leading provider of HCM systems since 1974.

PDS’ Vista® is a core suite of recruiting, onboarding, human resources, payroll, benefits, time & attendance, self-service, workflow, analytics, and extensive reporting components. Its capabilities serve many U.S., Canadian, and Caribbean government entities in a single database. It provides comprehensive tools to help you securely manage and deploy data across your enterprise and includes tools to provide Analytics and Key Performance Indicators (KPIs), along with extensive workflow capabilities. PDS’ Vista is the complete HCM software solution for organizations looking to unify all the pieces—recruiting, onboarding, human resources, benefits, payroll, time and attendance, self-service, workflow, analytics, mobile and extensive reporting for a single system of truth.

Backed by an expert implementation team, an outstanding service team, and excellent support options including an online knowledge base, the Univerus ERP solution helps our clients reduce operating expenses, provides a single source of truth, improved business process, enhanced reporting while increasing net income, creating a positive working capital model and improving overall customer satisfaction.

By partnering with us, customers will be able to increase administrative efficiencies and reduce planning uncertainty. Some initial highlights of our product include:
• Cloud-based SaaS Offering: Our software product is hosted in our highly secure SAP and PDS environments. Our offering includes test and production environments.

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• Automation and Configuration: Our philosophy is based on configuration and not customization, with a focus on providing a product that is future-proof and easy to maintain through software updates.
• Great User Experience: Univerus ERP is an intuitive, user-friendly web-based solution, allowing your team to perform tasks quickly and accurately. It is designed to allow users of varying technical skills and training to effectively use the product. All the field names used throughout the product are meaningful names that the users will recognize, all the icons used are intuitive, and many fields are drop-down menus that contain meaningful values. • Data Migration, Training and Support: Univerus has a highly skilled team that can work with all your departments to ensure data is properly migrated from existing systems. Univerus ERP provides extensive upfront and ongoing training and support. We will work together with the City to import the data, configure the product as needed, setup integration to Customer’s other systems, etc. Every interaction with the Customer is an opportunity for us to educate the Customer to maximize the value from our product. This is our train-the-trainer approach. • Scalability and Adaptability: We are heavily focused on the needs of our customers and what their roadmap includes, whether this is an expanding service territory as they grow or merge, or simply the changing needs of their environment and customer base over time. Univerus has a published five-year roadmap for all our projects to ensure we are taking advantage of the best technology available in the market.
• Robust Integration: Univerus ERP integrates seamlessly and securely with all major GIS, finance, accounting, document management and CRM systems.

We have provided in this document our experience and qualifications from projects similar to the City’s project. We are confident that we can successfully build a mutually beneficial relationship with the City now and for the future. Should you have any questions regarding our proposal, please contact James Shields – Solution Manager or Troy Schake – VP Business Development at the contact details provided on the title page.

We look forward to working with the City of Hemet.

Troy Schake
VP Business Development
Univerus Inc.

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

2. Requirements
In addition refer to separate Univerus-PDS - 2023_01_25 City of Hemet ERP Requirements.docx Hemet ERP Requirements.docx
©2023 SoftResources LLC
City of Hemet, CA
ERP Software Requirements
Univerus – Primary Software Vendor Response

1. Company
▪ Company Name Univerus, Inc. – Primary
PDS Software - Partner
▪ Contact Name and Title Troy Schake – VP Business Development ▪ Contact Address, Phone, Email 514 Kennett Pike, Ste 1 Chadds Ford, PA 19317
904-705-4147
[email protected]

2. Company Information
▪ Public vs. Private Private
▪ Year Founded 2008 – Blue Ocean Systems (SAP) -a division of Univerus 2009 – Univerus E&W CIS (formerly SmartGridCIS)
2019 – Univerus Inc. (solutions have been serving local governments for over two decades)
1974 – PDS Software (Vista)
▪ Revenue 2021 Annual Gross Sales
Univerus ~20 million
PDS ~10.8 million
▪ Nearest Office to Hemet, CA Univerus - Corporate offices in North America are in Chadds Ford, PA and Vancouver, BC.

PDS - Main support office - Blue Bell, PA (HQ) with a Shared Service office in Vancouver, B.C.

3. Vendor Employee Count Univerus - 164
PDS - 68

4. Customers on Proposed Software
▪ Total County of Centre, PA signed March 2023 for proposed Univerus/PDS software combination.

SAP Business By Design (SAP ByD) – 76
R = Required
I = Important
N = Nice to have
E = Explore

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Univerus – Primary Software Vendor Response
Univerus E&W CIS - 24
PDS – 480+
▪ Cities SAP ByD – 27
Univerus E&W CIS - 17
PDS - 15% of base customers are Government, Special
Districts, or Quasi-government
▪ California Public Sector PDS - 3
▪ California Cities PDS - 2

5. Target Customer Profile
▪ Industry Univerus serves Local Government/Utilities. In addition to Local Government/Utilities, PDS also serves Non-Profit, Manufacturing, Healthcare, and Retail.
▪ Sizing: User Count and Population Univerus focuses on Local Government in the mid-market range of 10,000 to 250,000 population. Utilities focus
between 7,500 to 75,000 consumers. PDS focus is 200-10,000 employees.

6. Implementation Model: Direct or Partner Direct

7. Version Schedule
▪ Proposed Version and Release Date SAP ByD: V22.08, August 2022 Univerus Energy & Water: V7.5.23, January 2023
PDS Vista 7.2.3, Fall 2022
▪ Release Schedule SAP ByD – Major Releases every 2 years with patches and bug fixes on-going.

Univerus Energy & Water – Major Releases every quarter
with patches and bug fixes on-going.

PDS - Minor Releases Quarterly; Major 4-5 years.
▪ Number of Prior Versions Supported Univerus - In our proposed SaaS environment, updates are pushed as soon as they are tested, communicated and ready for release. We prefer all clients stay on the current release.

PDS - 2

8. Support Desk
▪ Location SAP ByD – Chadds Ford, PA
Univerus E&W CIS – Alpharetta, GA, Charlotte, NC,
Shared Service Office Vancouver, BC
PDS - Corporate Office – Blue Bell, PA
▪ Hours of Support Univerus - 8AM to 8PM
Emergency 24/7/365 available via Unity Web Portal

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Univerus – Primary Software Vendor Response
PDS - 8:30 am to 8:00 pm Mon.-Thur. (5pm on Fri.)
Emergency 24/7/365 via hot line
Pricing Summary – Summary of RFP Section 3 Comments

9. Software License – Years 1-10
a. Financials: 110 named users, 30 concurrent users
b. Utility Billing: Enterprise
c. Human Resources/Payroll: 352 W2s
d. Central Cashiering: 3 POS Stations, 25 named users
a. $1,172,914
b. $1,169,744
c. $767,715
d. Included in a & b

10. Implementation: Estimate for implementation, process review, design, data conversion, configuration, training, report development, integration, travel.
$735,015
Exhibit A pricing will provide full details of this Pricing Summary.

11. Maintenance – if On-Premise:
e. Year 1
f. Years 2 – 10
N/A - Cloud Based SaaS Model Proposed

12. Total 1-Year Cost – Software, Implementation, SaaS, or Maintenance
$982,304

13. Total 10-Year Cost – Software, Implementation, SaaS, or Maintenance
$3,845,387
Ranking Response – Rating and Comment
Modules
R 14. General Ledger 4 – GL is a core module of our ERP solution R 15. Budgeting 4 – Budget is a core module of our ERP solution R 16. Purchasing 4 – Purchasing is a core module of our ERP solution R 17. Accounts Payable 4 – Accounts Payable is a core module of our ERP solution R 18. Accounts Receivable 4 – Accounts Receivable is a core module of our ERP solution
R 19. Project and Grant Accounting 4 – Project and Grant Accounting is a core module of our ERP solution
R 20. Utility Billing 4 – Utility Billing module is provided by Univerus E&W CIS R 21. Cashiering/Cash Receipts 4 - Cashiering is a core module of our ERP solution R 22. Capital Assets 4 – Capital Assets is a core module of our ERP solution R 23. Business License 0 - Will integrate with the City’s vendor of choice R 24. Human Resources 4 – Core module of Vista suite

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 25. Time and Attendance 4 – Core module of Vista suite R 26. Payroll 4 – Core module of Vista suite
R 27. Reporting 4 – Core module of the entire ERP solution Technology
R 28. Preference for SaaS platform deployment, open
to on premises.
4 - Proposed Cloud Based SaaS Model
R 29. Run on virtual machines e.g., VMware/Nutanix if
on premises.
4 - Proposed Cloud Based SaaS Model
R 30. Multiple environments: Production, Test, Train,
Development.
4 - Production and Test are included by default. Additional environments are available as requested at additional cost.

PDS offer this for core systems.

R 31. 100% Web-based architecture. 4 - The applications are 100% web-based R 32. Role-level security to menu, function, and field
level.
4 - We have robust functionality to create users and set permission levels. Permissions are assigned to roles and each user can be assigned to one or more roles. There can be as many roles defined as required by the organization.

Our solution provides versatility when setting permissions for each role, including the ability to set rights to view, print, copy, access to selected data only, read-only access, data access based on departments, etc.

R 33. Integration with Office 365 GCC - Word, Excel,
Calendar, SharePoint, Teams.
4 – Integration with Office 365 is provided
R 34. Microsoft 365 GCC Exchange Server interface for
email notifications.
4 – Integration with Office 365 is provided.

R 35. Single sign-on: MS Active Directory on Premises,
MS Azure sync in the Cloud. Preference for twofactor authentication. 4 – Our system supports SAML 2.0 and OAuth 2.0 SAML
Bearer authentication.

R 36. List integration technologies, e.g., Web Services, SOA, XML, etc.
4 - All integration technologies supported
R 37. Review proposed approach to integration with
the following:
-
R a. Cartegraph EAM – Service requests to Work
Orders, CIP, Fleet (Cloud)
4: Our solution offers Web API’s to achieve third-party integration.

Note: Univerus also has an EAM module, Univerus Assets
(asset management, work orders, fleet management).

R b. Telestaff – scheduling and timekeeping for
Police and Fire On-Premises (Police), Cloud (Fire)
4: Our solution offers Web API’s to achieve third-party integration.

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R c. Harmony – meter reads, account updates 4: Our solution offers Web API’s to achieve third-party integration.

N d. Tokay – Water backflow (on-premises) – status
lookup for new account setup
4: Univerus offers Web API’s to achieve third-party
integrations.

R e. NeoGov – Recruiting, onboarding, evaluation
tracking
4: Our solution offers an integration to NeoGov
R f. SirsiDynix Horizon – Library System 4: Our solution offers Web API’s to achieve third-party integrations.

R g. CentralSquare Enterprise Permitting (TRAKiT) or
replacement solution – Permitting and Land
Management,
0: We will work with the chosen vendor to coordinate
integration
I h. Laserfiche – Document Management 4: Our solution includes an integrated document management system; we have integrated to LaserFiche in
the past however we provide several of the features within the core ERP that most customers elect to use instead of building an integration.

R i. Esri ArcGIS – Meter Locations,
Latitude/Longitude, Assessor Parcel Number
(APN).
4: Our solution offers Web API’s to achieve third-party integrations.

R 38. Mobile functionality and devices supported. iOS
required. App, HTML5 and Responsive Design.
4: Our solution is available for devices such as laptops, tablets, and smartphones (Android and iOS).

General
R 39. Real-time integration across all modules. Specify exceptions.
4 – Each module proposed is fully integrated creating a complete ERP suite.

R 40. Configurable role or user level dashboards
including favorites, notifications, reports, etc.
4 - Our ERP suite has a robust dashboard feature that allows your team to configure dashboard metrics and reports that they need for their specific roles. Each metric or report by default supports drill down to source transaction data.

R 41. Unlimited user-defined fields that can be used in queries and reports.
4 - The system allows you to create unlimited user defined fields and descriptions on any data entity in the application.

R 42. Mask sensitive fields or restrict access, e.g.,
Social Security Number.
4 – Menus, fields and work centers are presented to
the user based on their access rights ensuring they
only see what is required for the operation of their
role. Screen specific level overrides allow global and
user specific changes to the user screens and creation

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
of custom fields to support your business needs as
necessary.

I 43. Define mandatory fields on screens, web forms,
mobile apps, etc.
4 - Fields can be isolated to a specific data entity based on your business needs or can be extended to other data
entities to be able to print on reports or forms as required.

R 44. Rules based workflow routing with prioritization, alerts, electronic signatures, and visible approval
queue.
4 - Our solution ships by default with best practice
workflows and business processes, that support
electronic routing of tasks throughout the necessary
staff in each department.

I 45. Searchable and context sensitive help. 4 – Core Vista HCM – offers online help which can be search/index. All other proposed modules will deliver the capability to search the system for specific data and
includes context sensitive help.

R 46. Describe available online training and support
tools.
4: Univerus will deliver on-site and on-line training as the City desires. Univerus provides our Unity Portal for
enhancement and bug communication. Univerus provides
on-line training videos for continued product learning.

PDS provides VistaFlix via Customer Support portal for HCM components. These are how-to Videos. Additionally, all core curriculum can be provided remotely via Zoom or Teams
tools.

R 47. Audit trail and reporting with date, time, user
stamp, and before/after values.
4 - Our product has the ability to track actions, changes and/or modifications to the configuration of data in the system and of the users who performed them. It
automatically tracks all activities and edits and provides reporting and viewing capabilities.

R 48. Attach documents and images to transactions
throughout all modules (e.g., PDF, JPEG, TIF,
DWG, etc.). Indicate any size limits for
attachments.
4 - Users can attach various types of information and
documents, such as photos, transactions, work instructions, warranty, Health and Safety documentation, inspections, links, etc. in various formats.

R 49. Effective dating of transactions throughout all
modules.
4 – Throughout, the system gives you a range of input date parameters when creating transactions that support the
ability to make effective date changes.

R General Ledger
R 50. Modified accrual accounting basis. 4 – Modified Accrual is supported as standard via the sets of books feature
R 51. Indicate number of accounting periods
supported to isolate accruals and audit
adjustments – 13 or 14 preferred.
4 - SAP ByDesign supports the ability to handle the required periods in the year and gives you an innovative way to
manage “posting stages” in each period. This allows you to keep a prior period open for late operational, adjustment

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CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
and closing entries whilst allowing regular operational postings in the current period.

You can close a period using the closing cockpit that allows you to see a full task list and assignees to run through the period end closing process for your business.

R 52. Multiple fiscal years or periods open at one
time.
4 – The system supports 3 fiscal years being open at one time, we recommend having only two to meet your
business needs.

R 53. Fund accounting with automatic inter-fund dueto, due-from balancing.4 – This feature is supported as standard in the ERP suite R 54. Flexible Chart of Account format to support 5 or
more segments. Current format: Fund (3,)
Department (4), Object (4). Additional segments
to support cost center, activity, grant or
program, etc.
4 - Our GL structure is highly flexible with multiple
segments supporting the requested Fund, Department and
Object format the City currently uses. We can support any GL structure required via the organization structure
configuration of the system and associated GL account
code.

R 55. Multiple journal entry types including:
a. Standard
b. Reversing
c. Recurring
d. Allocations
e. Budget adjustments and transfers
f. Import from Excel
4 – Multiple journal entry types are available in the
application that help drive the default behavior of the Journal Entry screen and required fields for each
transaction type to ensure accuracy.

R 56. Copy a Journal Entry to create a new one. 4 – The copy JV feature is a default option in the application, we also support recurring JE’s and JE templates R 57. Workflow routing of journal entries for approval. 4 - Following the dual control dual control principle, the system routes journal entries for approval to the necessary staff members.

R 58. Decentralized Journal Entry with role-based
permission; finance review and approval step
before posting.
4 – Role based approval and decentralized entry are all part of the core system. We also support strict dual control as required by government accounting standards.

R 59. Dashboard view of budget vs. actual by
department.
4 – This is available on both reports and dashboards.

R 60. Attach supporting documents. 4 - Attachments and other supporting documentation can be added to the journal entry with ease either during the transaction or at any subsequent time.

R 61. Support generation of ACFR. Describe tools
available.
4: The ACFR generation process is supported by the
application allowing you to build workbooks of reports that allow you to create the reporting content for the ACFR for inclusion in the City's ACFR template

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Ranking Response – Rating and Comment
R Budgeting
R 62. Position budgeting for wages and benefits. 4 - Provided through the PDS HCM Solution R 63. Decentralized budget entry by department with
approval workflow.
4 – Budget prep can be accomplished by either the budget prep module or through Excel upload to the ERP.

R 64. View budget vs. actual for multiple years during
budget entry.
4 - This is supported by budget validity dates encompassing a multi-year date range.

R 65. Document line-item assumptions and attach
supporting documentation.
4 - The system allows for full notes and annotations to the budget line items and supports attachments by default.

R 66. Online visibility to budget input status queue. 4 – Budget prep module provides visibility to budget input status.

R 67. Multiple versions per fiscal year. 4 – Multiple versions are supported by default with a full version history approval control.

R 68. Generate mid-year budget. 4 – Budget adjustments or new budgets can be created at any time during the fiscal year.

R 69. Generate budget transfers and adjustments with
workflow approval.
4 - Budgets are status controlled giving you full control over pending and approved budgets and approval tasks.

R 70. Budget trending, multi-year projection, and
what-if analysis.
4 – The budget prep module provides multi-year projection based on system thresholds.

R 71. Input budget as year total and spread across
months by percent or flat amount.
4 – The budget pre module permits budget input and
spread by percent or flat amount.

I 72. Interface with ClearGov or other citizen-facing
portal to post summary budgeting data for
public view.
4: Would require custom interface. To be discussed during discovery phase.

N 73. Support creation of Budget Book. 4 – Budget book can be created by budget data input or through Excel upload.

I 74. Export budget data to Excel for review and
analysis.
4 - SAP ByDesign supports the ability to import from excel and export to excel.

I 75. Import a budget worksheet from Excel. 4 - SAP ByDesign supports the ability to import from excel and export to excel.

R Purchasing
R 76. Vendor master file data:
a. Legal and DBA name
b. Multiple contacts: address, phone, email
c. Federal and State Tax ID
d. EDD flag for reporting (California)
e. Attachments – W-9, etc.
4 – Our solution supports user definable vendor master file attributes. The vendor master contains a number of core fields and allows you to create unlimited user definable fields that the City requires. Each can be set to appear solely on the vendor master or extended to other areas, for example to appear on a PO or other document.

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Ranking Response – Rating and Comment
f. Insurance certificate with effective dates
g. Banking Information
h. User defined fields
R 77. Purchase Order processing including:
a. Effective dating – cross fiscal years
b. Decentralized Requisition entry
c. Budget validation
d. Rules based workflow approval routing with
dashboard view of status
e. Attach/print terms and conditions
f. Encumbrance Accounting – Requisition and
Purchase Order
g. Certificates of Insurance with effective dates
h. Attach documents – bids, quotes, etc.
i. Change order management with workflow
approval
j. Alert or report when remaining balance is
10%
4 - Our solution supports a comprehensive procure to pay lifecycle that allows you to manage the requisition,
purchase order, contracts, bids and quotes and quote
arrangements with ease. All requested features are
included as part of the base functionality of the system.

R 78. Allocate Purchase Order line item to one or
more chart of accounts, contracts, projects.
4 – PO line items can be allocated across a range of
distribution codes e.g., cost centers / GL codes with split percentages or dollar values.

R 79. Vendor management including:
a. Duplicate vendor management
b. Vendor search – wildcard, type ahead entry,
etc.
c. Business License verification
d. Link to State system for Contractor License
verification
e. Attach documents – W9, Insurance
Certificates, etc.
f. Notification or report for expiring Certificate
of Insurance
4 - Duplicate checking can be setup to use three severity levels of checks, this gives you high degree of flexibility in managing the vendor master and lets you implement the
City’s business rules.

Documents such as Insurance Certificates and W9’s can be tracked on the vendor attachments tab and expiration
dates and renewal notices can be managed from the vendor master.

I 80. Contract Management including:
a. Dates: Start, end, cross fiscal years
b. Attach documents
c. Initiate Requisitions/Purchase Orders to
Contract
d. Contract renewal reminders
e. Change Order management with workflow
approval
f. Alert or report when nearing expiration
4 – The solution supports all the City’s contract
requirements and will management all relevant
documentation. Renewal notices can be managed from the
vendor master.

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.

Our solution includes a workflow-based tool to help you manage both contract creation and change order
management.

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Ranking Response – Rating and Comment
N 81. Import quotes processed through PlanetBids. 2 – This would require custom integration. Price included in RFP pricing.

I 82. Flag item as an asset at creation of requisition or Purchase Order with review before posting to
Fixed Asset module.
4 – Purchase order to fixed asset integration is a core part of the system, allowing you to define business rules e.g., any item over $5k becomes a fixed asset or manually
allowing you to determine the fixed asset creation based on business rules
R 83. Distribute approved Purchase Orders to
suppliers via email or push to PlanetBids.
2 – This would require custom development. Cost included in RFP pricing.

I 84. Vendor self-service portal: submit invoices,
upload W-9, submit change of address, update
banking data, etc. with review step before
posting.

F – Anticipated Q1 2024
R Accounts Payable
R 85. Centralized (or decentralized with permissions)
invoice entry, scan and attach invoices,
workflow routing for approval, electronic
signatures, visibility of approval queue.
4 - The system has the ability to support decentralized invoice entry at the department level and has the ability to allow for an invoice to be distributed across departments with appropriate workflow routines for approval.

Invoice entry can be streamlined using the email scan
feature for invoices within the application. This allows you to have the system pre-populate the invoice entry fields and review and code the invoice correctly.

R 86. Distribute invoice line item to multiple General
Ledger accounts.
4 - The system has the ability to allow for an invoice to be distributed to at least 50 different general ledger accounts.

R 87. Support 2 and 3-way matching; Purchase Order
to invoice or Purchase Order to invoice
receiving.
4 - 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.

R 88. Allow Purchase Order to Invoice variance within
a tolerance level- dollar amount or percent.
4 – Our solution has the ability to set a tolerance at invoice level by department, which can limit the amount of
override allowed on an invoice (by either dollar amount or percentage).

R 89. Support direct invoice processing without
Requisition or Purchase Order.
4 - Invoices without a Purchase Order can be entered
manually providing additional coverage for this business process.

R 90. Import electronic vendor invoices, e.g., PDF;
route for approval and process for payment.
4 - The system has the ability to allow for the electronic submission of invoice from vendors (e.g., e-bills, etc.) with appropriate workflow routines for approval.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 91. Duplicate invoice management. 4 - The system has the ability to provide notification of duplicate invoice number entry of same vendor and
provides for authorized user override.

R 92. Interface with Utility Billing for processing
refunds to customers.
4 - The system has the ability to create refund transactions in a file or an integration to post to accounts payable for refund check processing.

R 93. Initiate online check requests (Request for
Payment), attach supporting documentation,
and workflow approval routing.
4 - Our ERP suite includes a payment monitor that allows you to create online check requests directly from the
associated approved and payable invoices entered into the system. Our invoice entry solution allows documents to be manually added or scanned using our innovative AI enabled email invoice scanning solution. This allows your vendors and staff to upload invoices directly into the system for scanning, matching to PO's and then follow subsequent
posting and approval workflows.

I 94. Import and process Credit Card transactions
from bank file; post to payee vendor.
4 – Credit card transactions can be imported directly from bank files and matched to the correct GL accounts or payee vendor as required.

R 95. Flag invoice for separate check. 4 – Our ERP suite has the ability to flag invoices (or groups of invoices) so that more than one check may be written to a vendor in any given check run for those transactions or vendors requiring separate checks.

R 96. Recurring Payables with start and end date,
amounts workflow approval.
4 – Using the recurring invoice feature the system has the ability to split an invoice into a payment schedule with at least twelve different due dates and due amounts.

R 97. Manage retainage – primarily at 5% on
designated invoices.
4 - Our ERP suite has the ability to calculate and track retainage on specified invoices. The City will set the
percentage based on purchase order.

I 98. Assign invoice status to “Hold” to stop payment
processing.
4 - Payment Arrangements can be offered over a set term and can be setup based on your business rules and
discretionary policies.

We support the concept of payment extensions allowing
you to give a customer an extension on their bill due date as determined by business rules. These extensions are
recorded in the system as payment plans and delay the
date the collections stream begins.

R 99. Multiple forms of payment; check, wire, EFT,
ACH, etc.
4 - Our ERP suite supports multiple payment methods
including check and ACH.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
I 100.Email remittance notification to vendors for ACH
payments including details of invoices included
in payment.
4 – Our ERP suite comes with a range of pre-configured
notification template events, with all the major events including payment related tasks that can be setup for email notification. 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.

R 101.Generate Positive Pay file for bank. 4 - Positive pay files can be generated from the application.

R 102.Sales and use tax management and reporting for
out of state purchases.
4 – Taxes can be configured based on state requirements and reported on accordingly.

R 103.1099 management including vendor designation,
edit reports, generation of forms, electronic
filing to IRS, etc.
4 - 1099 forms can be created as required from the
application by your users.

N 104.Travel and Expense management capabilities
including reimbursement requests, travel
advances, receipt attachment, amounts due
back from employees, etc.
4 - Our ERP Suite allows you to offer a fully functional expense entry system to our staff using both the enterprise application and our mobile app. This allows your staff to submit expenses for approval, track pre-paid expenses,
attach receipts and cost center allocations all within the ERP suite.

I 105.Electronic Bank reconciliation based on
electronic bank file import.
4 - The bank reconciliation feature of the application will automatically import bank files and perform reconciliations based on configured business rules. Each transaction can be reviewed by your staff if needed.

R Accounts Receivable and Billing
R 106.Single customer master for all receivables (misc.

Accounts Receivable, Utility Billing, Cash
Receipting, etc.
4 – The Univerus allows for all receivables including Misc., Utility and Cash Receipting.

R 107.Duplicate customer management. 4 – This question needs clarification. We are not completely sure what you mean by duplicate customer management.

System reviews the database to determine if the customer already exists in the system.

R 108.Generate miscellaneous billings that are ad hoc
or recurring.
4 – Our ERP suite can generate billings that are one-off or set-up as recurring.

R 109.Define and generate recurring invoices with start and end dates.
4 – The system can accommodate a start and end date for recurring invoices.

R 110.Import data from Excel worksheet to create an
invoice.
4 – The system allows for the import of data from Excel.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 111.Customize miscellaneous billing templates. 4 – Billing templates can be customized. This is part of the implementation process.

R 112.Add notes or description. 4 – Notes and descriptions can be included.

R 113.Scan and attach supporting documentation. 4 – Our ERP suite permits the scanning and attachment of supporting documentation, including uploading an
electronic file.

R 114.Multiple forms of payment: cash, check, ACH,
credit card, etc.
4 – These forms of payment are fully supported.

R 115.Generate daily cash receipt report by payment
type.
4 – Receipt generation is supported showing payment
type(s).

R 116.Process and manage NSF payments. 4 – NSF management is supported in the system.

R 117.Generate 30/60/90-day warning letters; flag for
collection and issue letter if 120 days past due.
4 – The system includes a dunning process that is user
designed.

N 118.Calculation of interest and penalties for past due invoices.
4 – The system supports interest and penalties for past due invoices.

R Utility Billing
R 119.Integration to General Ledger. 4 – The UB module has the ability to perform electronic on demand posting to General Ledger after accounting
approval step is performed.

Our Univerus CIS solution enables users to (1) load a
customized chart of accounts (double entry) and track GL activity in a separate set of tables, (2) view financial transactions and balance information in a simple-to-read ledger, and (3) capture GL balances at a detail level per charge or transaction type.

R 120.Customer master record to include:
a. Account number – system assigned
b. Service type - water, sewer, storm drain
c. Bill cycle - six
d. APN number, parcel ID, lot number
e. Multiple contacts including name, addresses,
phone, email
f. Notes
g. Meter location/GIS coordinates
h. Document attachments
4 - The account management feature allows you to setup
and maintain all necessary information about your
customers, including document attachments where
necessary.

R 121.Capture meter attributes:
a. Serial number
b. Install date
c. Meter type and size
4 – Our solution allows you to document and track meter data as per user-defined fields. In addition, you can record results of meter inspections and store meter maintenance information.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
d. Description
e. Manufacturer
f. Backflow devices
g. Location: lat/long, description
R 122.Flag landlord or alternate contact to receive
invoices or statements.
4 – Our solution allows the CSR to set-up a landlord and CSA on an account(s) with the ability to send invoices by
commodity type to the landlord.

I 123.Initiate Service Order to set up new customer
accounts and turn on service, do service shut
off, etc. Send service requests to Cartegraph to
initiate work orders would be Nice to Have.
4: Would require integration with Cartegraph. Included in implementation cost.

R 124.Deposit management including:
a. Single Family Residential: not more than 3
times the estimated average monthly bill.
b. Single Family Residential – with 2 shut off
notices: greater of 2 times the estimated
average periodic bill or 3 times the estimated
average monthly bill
c. Multiple Residential and Non-Residential:
greater of 1 ½ times the estimated average
monthly bill, 2 times the estimated average
periodic bill, or 3 times the estimated
average monthly bill
d. Multiple Residential and Non-Residential –
with 2 shut off notices: greater of 2 times the
estimated average periodic bill or 3 times the
estimated average monthly bill
e. Waivers based on credit history – single
family
f. Reimbursement or apply to account at end of
time period
4 – Our solution has a robust and flexible deposit capability allowing the City to determine unique deposit rules by
customer class. The City can choose to leave the deposit on the customer’s account, or refund the deposit after a
period of time. You can refund the deposit via check or apply the refund to the customer's account.

E 125.Tiered rate structure (possible in the future). 4 – Our solution supports complex rate structures including tiered rates. Rate set-up is included in the implementation process.

R 126.Water billing at flat rate based on meter size
plus consumption.
4 – Flat rate water billing is supported in our rate set-up and can be based on meter size or consumption.

R 127.Prorate Water bills based on days of service. 4 – The system prorates bills based on days of service.

R 128.Add miscellaneous charges to bills:
a. Service setup = $38 plus water service
b. Broken locks = $100
c. Shut Off notice = $50
4 – The City can set-up any miscellaneous charge type that can be added to a customer's bill, including the ones
identified.

I 129.Record and track time when water service is
turned on.
4 – This would be accomplished through our service order and mobile service order modules.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 130.Import meter read information from Harmony
Meter Data Management and apply to customer
account.
4: This would be a part of the implementation process. The Univerus CIS system includes an MDM module so data
would need to be consumed from Harmony to Univerus.

R 131.Flag and report on missing reads, zero reads, no
changes in consumption month by month, or
other anomalies.
4 – The CIS provides an interactive view of all accounts in a billing cycle and flags the account for missing reads or anomalies. The billing representative can then isolate the account(s) to properly work them to resolution. The good accounts will proceed to billing.

R 132.Generate bill file export – provided to
outsourced vendor for bill generation and
mailing.
4 – The CIS system produces a PDF of the bill that can be printed in-house by the City or send to a third-party printer chosen by the City.

R 133.Generate billing for City accounts and automate
process to record and settle for payment to
General Ledger (without generation of Accounts
Payable check and recording of Cash Receipt).
4: Bills can be generated through the system for either City accounts or consumer accounts. Settlement to the General Ledger is the same process.

I 134.Flag or report on temporary water service
accounts that exceed 500 cubic feet
consumption per month.
4 – Flags can be set to detect and report on consumption that exceeds a specific threshold.

R 135.Flag accounts as Do Not Shut Off and reason,
e.g., medical, on payment plan, leak
investigation, etc.
4 – A flag can be set for non-shutoff for specific reasons including the ones identified.

R 136.Searchable customer history by parcel, name,
address, etc. View accounts, service orders,
work orders, meter replacements,
communications, complaints, resolutions, etc.
4 – Our ERP suite provides a very robust and flexible search capability on any data element contained in the system.

These data views are interactive.

R 137.Generate workflow review for accounts
designated for shut-off.
4 – Our ERP suite provides a full workflow for accounts moving to shut-off. This is accomplished through the service order and mobile service order modules.

R 138.Generate email or text notification to work crew
when payment is received for account
designated as a shut-off.
4 – This functionality is included in our mobile field service order module.

R 139.Issue credit for bill adjustments and apply to
next billing cycle.
4 – A CSR or billing representative can create an adjustment to an account and apply it to the next bill.

R 140.Interface with Accounts Payable to process
customer refunds.
4: This can be handled through the A/P module or done
through the billing system
R 141.Generate past due letters with late fees after 60 days in arrears.
4 – Our ERP suite has a flexible dunning capability allowing the City to apply late fees at a specific time.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 142.Establish and track extensions and payment
arrangements with different terms (weekly, biweekly, monthly). 4 – The system has a very user flexible payment
arrangement capability permitting the City to set the
frequency.

R 143.Describe available Collection Management
functionality including notes, correspondence,
collection actions, etc.
4 – Our ERP suite delivers collection management
functionality capable of handling a flexible collection process including the ability to have a process for each customer class.

R 144.Query: usage within a data range, peak
consumption, etc.
4 – In addition to the Unity Analytics, which show these data metrics, the City can use any third-party tool to query data.

R Cashiering/Cash Receipts
R 145.Centralized cashiering for multiple departments
and locations.
4 - Our ERP suite has the ability to include cash receipt functionality that is integrated with all other system
modules, multiple departments and locations.

R 146.Customer look-up by wild card, address, phone
number, last name.
4 - The system has the ability to search by wild cards, phone number, last name, etc. based on security permissions.

I 147.Centralized view of receivables including
Miscellaneous Billings, Permits, Code Violations,
Business Licenses, Utility bills, etc.
4 - The system has the ability to provide customizable
screens based on roles and permissions.

R 148.Customizable receipt format by functional area,
e.g., header, layout, fields, size, comments or
messages, etc.
4 – Receipts can be configured to meet the desired look and requirements for each functional area.

I 149.Compatible with check scan and MICR reading
hardware for checks.
2 – This would be a custom modification. Price included in customization hours in proposal.

R 150.PCI-compliant online payment gateway for all
receivables. Currently using Paymentus.
4 – Our solution meets the latest version of PCI for
processing of credit card payments. We have a range of
payment partners and have an active integration with
Paymentus.

R 151.Real time or batch posting of receipts to the
General Ledger. Prefer real time for updates to
Utility Billing and Business Licensing.
4 –Our solutions as sub-ledgers have a strict financial control and individual GL postings that are completed in real time. Daily reconciliation to the main CIty ERP GL is advised.

N 152.Partial payment and cash application hierarchy. 4 - Our ERP suite has the ability for customers to select the desired bill to pay and make a partial payment when more than one bill is outstanding. The system has the ability to record type of payment (e.g., check, money order, cash, credit card) and a unique reference number.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 153.Capture alternate payee name. 4 - the POS solution allows us to track additional information on each payment, including this type of
information
R 154.Add a 2.8% credit card fee to transactions, with
ability to waive by customer type, e.g., utility
customers.
4 - The system has the ability to add user defined fees to an account.

I 155.Allow partial payments and note balance due
and due date on receipt.
4 – A cash receipt can be produced with:

Amount paid,
Tender type;
Balance forward;
Other balances due, by type, date and
Other user-defined fields.

R 156.Support back-office entry to Cashiering solution. 4 – Back-office payment entry is supported in the system.

R Project and Grant Accounting
R 157.Describe Project and Grant accounting
functionality; separate module or in chart of
accounts, or both.
4 – Our projects and grants module is fully integrated into the core ERP suite and directly ties into the main GL, AP, Projects, Purchasing and Time entry processes to ensure all costs for grant reimbursement are accurately tracked.

R 158.Project master file data to include:
a. Project Number or Grant Number
b. Project Type, Name, Description
c. Location
d. Subproject, Phase, Activity
e. Start and End Dates
f. Status: Active, Inactive, Warranty, etc.
g. Budget
h. Funding Sources
i. Attachments
j. User Defined Fields
4 - The project master provides all key information about all projects in one place. The project master view can be easily tailored to the specific data the City needs to track for each project with the project master supporting as many userdefined fields as needed. The module can easily be configured to support the varying needs between various departments and their differing project types.

R 159.Multi-level project hierarchy with ability to
report on detail or summary data.
4 - Our ERP suite has the ability to support parent/child relationships for projects and sub-projects. The system will generate user-defined reports allowing changes to the
detail level of report parameters.

R 160.Import labor allocation from payroll and apply to specific projects and/or grants.
4 – Our solution allows you to manage project tasks, costs, staffing and overhead allocations. The Project Accounting module can integrate with all other proposed system
modules including (but not limited to) general ledger,
budgeting, accounts receivable, accounts payable,
purchasing, grants, and payroll.

I 161.Project Accounting dashboard that displays
percentage of completion, project status, open
4 - Our ERP suite has the ability to provide a usercustomizable dashboard with drill down capabilities.

Solution will accommodate the list provided and beyond.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
Purchase Orders, Change Orders, budget
expended, budget remaining, etc.

I 162.Close out a project and convert to an asset. 4 – Our solution has the ability to close projects either partially or completely and can convert to an asset without losing the project history.

I 163.Grant administration: track applications, status, dates, eligible expenses, etc.
4 - The system has the ability to track City-defined
information for grants.

R 164.Grant management accounting for reimbursable
expenses.
4 - The system has the ability to track and support the process of reimbursement requests handling the invoice via the projects module
R Capital Assets
R 165.Asset Master File data to include the following:
a. Number
b. Description
c. Type and Sub-Type
d. Manufacturer, Serial Number, VIN
e. Dates: Purchased, In Service, Replacement,
Disposal
f. Life and depreciation method
g. Parent/Child
h. Location
i. Attach documents/photos – insurance,
warranties, maintenance contracts, etc.
j. User defined fields
4 - The asset master provides all key information about any asset in one place. The asset master view can be easily tailored to the specific asset data the City needs to track for each type of asset with the asset master supporting as
many user-defined fields as needed for each asset class.

The module can easily be configured to support the varying needs between various departments and their differing
asset types.

N 166.Track non-capitalized or non-depreciated assets. 4 - Both asset types can be tracked, in the case of nondepreciable, this can result from an asset being fully depreciated or never having been setup for a depreciation schedule.

R 167.System-generated barcode asset tags. 4 - Asset barcodes can be assigned as required using core or user definable fields. Asset tag numbers can be tracked as part of the fixed asset nameplate information in the system.

R 168.Retain history of disposed assets. 4 - All asset transactions including those listed are tracked directly on the fixed asset master. System tracks asset activities and history e.g., repairs, replacement,
refurbishment, maintenance, upgrades, transfers,
retirement, disposal, etc.

I 169.Generate Journal Entries for depreciation after
asset is placed in service.
4 – Depreciation processes are run on a period-by-period bases, supporting both trial and live mode to ensure the depreciation entries to be written can be viewed before posting if required.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 170.Generate required GASB reporting. 4 - Reporting needs can be taken directly from the system as needed via core reports or if required custom reports can be developed.

R Business Licensing
R 171.Define multiple Business License types with
required information and workflow routing.
0: Will integrate with vendor of choice
R 172.In person or online Business License application, renewals, and payments
0: Will integrate with vendor of choice
R 173.System-assigned Business License number. 0: Will integrate with vendor of choice R 174.Support Business License fee types including:
a. Fixed fee
b. Graduated scale
c. Graduated scale with minimum
d. Gross receipts
See: BL-Ordiance-Chapter-18 (hemetca.gov)
0: Will integrate with vendor of choice
R 175.Track business history including move between
addresses and retain history.
0: Will integrate with vendor of choice
I 176.Allow business owner to update contacts,
mailing address, etc. online with internal review
step before posting to records.
0: Will integrate with vendor of choice
I 177.Define license types that require a Certificate of Occupancy, a Conditional Use Permit and/or any
other City, State, or Federal approvals before
issuance.
0: Will integrate with vendor of choice
R 178.Prorate business license fee based on
application date for select types.
0: Will integrate with vendor of choice
R 179.Generate and issue renewal notices via email or
online self-service. Prefer a link to click to pay
embedded in email.
0: Will integrate with vendor of choice
180.Generate delinquent notices and add fees. 0: Will integrate with vendor of choice R Human Resources
R 181.Position Control management including
a. Position and FTE count
b. Effective dates
c. Supervisor
d. EEO code
e. Position history
f. Track over/underfilled positions
4 - Vista HCM’s Position Control/Management function
does provide 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. The Vista Solution supports a. through g.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
g. Multiple employees to one position
I 182.Online Position requisition with approval routing to multiple approvers before posting.
4 - Vista Recruiting is requisition
driven – meaning that when you have an open job or
position, that specific role is assigned to a requisition. You can assign one role or several roles to a requisition. A requisition can be initiated by the authorized person within your organization who has secured access within Vista
Security to create a new requisition. Examples of who might initiate a requisition might be a: Controller, Manager, Hiring Manager, or Director of HR. Workflows can be configured to kick-off this request and can be conditioned to be
approved by multiple approvers.

R 183.Interface with NeoGov to import selected
applicant.
4- PDS will provide an interface during the implementation to NeoGov. The delivery of the interface will be performed by the PDS Professional Service team members. More
details are needed to determine final interface
specification, like, will NeoGov perform Onboarding too? At what point will NeoGov pass the applicant (New Hire?
Pending Onboarder?).

R 184. Employee master file data to include:
a. Name and number
b. Department
c. Position and salary history
d. Contact info: address, phone, email,
emergency
e. Dependents
f. Benefit elections
g. Bargaining unit
h. Status: Active, On Leave, Terminating,
Terminated, Retiree, Cobra, Disability, etc.
i. Dates: Hire, Promotion, Anniversary, ReHire, Seniority, Benefit, Termination, Probation, User Defined, Birthdate
j. Issued Inventory, e.g., keys, mobile
devices, etc.
k. Document attachments
4- 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.

Items a. through k. supported in the employee master.

R 185.Date-effective changes for position, pay,
benefits, etc.
4 - All changes are effectively dated. What you place today can be real-time or set to take effect at another date.

R 186.Modifications to employee record in Human
Resource module updates payroll and
timekeeping modules.
4 – The core HCM components are fully integrated, as
information is modified in one module, it will automatically update in the others.

R 187.Define salary schedules with positions, grades,
steps, and min/max salary ranges.
4 - When defining a Position in the Position Setup Table, so are those core common denominators like Grades, Steps,
and min/max salary ranges.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 188.Management and tracking of FMLA including
maximum allowed (480 hours).
4 – the employee’s Personnel Status indicates that he or she is actively on Family Leave; then when absentee time is entered for this Leave Type, the system updates the
employee’s Leave Accrual page in addition to adding the hours to the Actual Hours field on the FMLA Information page link in the Leave Accruals page of an employee’s
record.

R 189.Track mandatory training, certifications, renewal dates, etc. with online reminders in advance of
the due date, e.g., 30 days.
4 – With in the employee record, all training (completed and enrolled) is kept, Licenses / Certifications with
supporting expiration dates are captured. The solution can be configured to set up notifications of expiring due dates based on your desired cadence.

I 190.Electronic checklist or personnel action form to
manage separation process including:
a. Notification to other departments.
b. Exit interview
c. Cobra information for TPA
d. Collect City property
4: The core HCM supports the ability to offer Personnel Action Form transactions online. This transaction can be configured to generate notifications and workflows to
complement the normal flow and best practices of the City.

Whether initiating an Exist Interview, Cobra notification, or presenting what City Assets (phone, keys, laptop, etc.) are in the exiting employee’s possession.

R 191.Rules-based benefit eligibility to employee
group with ability to override with security.
4 - The Eligibility Rules table establishes component tests to determine whether employee data meets the requirements
for the rule package. After eligibility rules are defined, they can be assigned to benefit plans and/or plan options; rules can be applied to multiple benefits. Each Eligibility Rule can contain multiple components. You may also specify
whether
an employee must meet the conditions for only one
component in that rule, or all the components in the rule.

E 192.Describe available online open enrollment
capabilities. Currently using WEX for benefits
enrollment.
4: WEX (formerly benefitexpress) is a quality provider; however, the Vista Benefits Solution provides for the means to perform complete Benefits Administration which
includes Benefit Plan setup, Current & Open Plan
administration, Eligibility Rules configuration, Premium coverage calculations, deduction generating, dependent
and benefactor administration, and Online Open
Enrollment Processing via self-service. Capping all of these functionalities with a Benefit Provider Connections from the Vista Solution. Reporting during open enrollment is
provided with standard reports or online analytic metrics on dashboards to view progress.

R 193.Manage retirement benefit deductions for two
deferred comp plans, e.g., Kaiser and Aetna
4 – the solution offers the capabilities to maintain multiple deferred comp plans.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 194.FLSA, ADA, EEOC tracking and reporting
requirements for employees (e.g., EEO4 Report).
4 – PDS offers over 300+ standard reports, of which, EEO-4 is one of them.

R 195.ACA tracking and reporting including:
a. Look back reports for actual hours worked
b. Generation of 1094 and 1095-C reports
c. Mailing of 1095-C reports to employees,
former employees, and dependents
d. Electronic transmittal of 1094 and 1095-C to
IRS
4: Full compliance of ACA tracking and Reporting is
provided. Data for ACA compliance is gathered from
different places throughout the system, across
multiple applications. ACA Management is a separate
application that provides a central location for all data related to the ACA compliance reports. Broadly speaking, this information is stored in two sets—staging data and the final reporting tables. After some additional setup within ACA Management, you will populate the staging area with your compliance data. Then, after multiple rounds of
reviews and updates, you can generate the final ACA
records and reports from that staging data. Staging data can be loaded and refreshed as many times as necessary
until your reporting is correct. Then, after you are confident that everything is in order, you can create the final 1094-C and 1095-C records from the staging area and proceed to generating your files for electronic submission and reports for delivery.

Please note, that the solution offers complete in-housing process of your ACA Management, PDS does offer an
ancillary year-end service which offers two services for printing and filing ACA information, i.e., PDS will transmit IRS 1094-C/1095-C electronic file to the IRS on the
customers’ behalf. This service is an extra fee above your normal monthly PEPM charges.

Also, we offer an ACA Wellness Program which is available throughout the year. Offering a 12-hour fixed fee service (1- hour per month) providing data analysis, education, and data prep, so that your year-end isn’t a stressful necessity.

This service today cost $2,000.00.

R 196.Performance Review functionality including due
dates, probationary reviews, employee
evaluations, merit for performance, and related
personnel actions.
4: Performance management in Vista encompasses goal
management and performance reviews. At the employee
level, this information is on the Performance page and its three options—Performance Information, Performance
Reviews, and Details which includes due dates, next dates, review types, accomplishments, disciplinary, etc.

R 197.Manager Self-Service for staff: leave balances,
approve leave requests, performance reviews,
notifications, etc.
4 – Manager Self-Service (MSS) is part of the solution.

Managers are provided functions based on the City’s
security and operational desires. Available on Mobile too.

R 198.Employee Self-Service: leave requests, leave
balances, pay advice, view W2, change W-4,
update contacts, etc.
4 – Employee Self-Service (ESS) is part of the solution.

Employees are provided with functions based on the City’s security and operational desires. Available on Mobile too.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
N 199.Online paycheck modeling tool for salaries and
deductions.
4: Perform using the Online Check calculator.

I 200.Employee incident tracking and reporting. 4 – OSHA Compliance reporting is available.

I 201.Produce monthly or annual total compensation
statements that include pay and benefits; post
to Employee Self-Service.
4: Total Compensation Statements can be configured
beyond the standard report delivered. All reports can be scheduled if desired. Sign-off can also be accomplished with using workflows and storing signed document in the
Employee’s document page.

R Time and Attendance
R 202.Web based time sheet for exempt and hourly
employees; default schedule, labor cost
allocation, approved leave, holidays, etc.
4: Via Vista Time.

R 203.Track missing timesheets. 4 – Managers from their dashboard can view missing punches and absences.

R 204.Charge time to project and activity code. 4 – Available with Labor Level configuration R 205.Display leave bank balances on time entry
screen; issue warning or stop if time entered
exceeds leave banks.
4 – This viewing is made available.

R 206.Support multiple flex time schedules based on
employee group. (Exception: Public Safety uses
Telestaff.)
4 – Supported. Scheduling is part of the Vista Time service.

R 207.Labor allocation – hours or percent of hours. 4 – Hours to your allocation is reportable. Labor allocation % can be set up too.

R 208.Rules based leave management by type;
accruals, usage, carryover, payouts, balances,
etc.
4 – Rules/Policies are configurable.

R 209.Track and report on hours worked to CalPERS
eligibility threshold (1,000 hours); warn if
nearing threshold.
4 – We will support CalPers reporting.

R Payroll
R 210.Bi-weekly pay cycle. Process off-cycle pay runs
as required.
4: We support salaried and hourly payrolls, multiple pay frequencies, and multiple pay rates.

R 211.Rules based earnings and deduction codes that
are pre/post tax, persable, etc. (e.g., employee
groups, formulas, fixed amounts, frequency and
pay cycle, etc.
4: Provided through the PDS User-definable Setup Tables (Earnings, Deductions).

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 212.Default values by employee for earnings, hours,
and charge codes with ability to override.
4 - The system has the ability to re-calculate payroll for changed hours, rates, earnings codes, one-time overrides, etc.

R 213.Multiple pay codes per employee per pay period
or position.
4 – The system has the ability to support an unlimited
number of earnings/pay codes.

R 214.Import time entry hours from Telestaff for Police and Fire.
4: PDS will provide an interface during the implementation to Telestaff. The delivery of the interface will be performed by the PDS Professional Service team members.

R 215.Initiate personnel actions online, route for
approval, and apply to employee record in
system.
4 – On the employment screen of the employee’s record,
personnel actions can be launched to address many
common HR related transactions, such as, promotions,
transfers, etc. All changes can be routed for approval.

R 216.Enter mass change that affects all or a group of
employees with workflow approval before
updating, e.g., apply 2% increase to specific
union.
4 – Supported. The solution comes with a Salary
Administration tool which allows managers to apply the 2% as they choose. Changes can also be routed for approval.

I 217.Track and manage tuition reimbursements and
computer purchase reimbursements. Describe
how supported.
4: Payment/reimbursements are generally paid back to an employee as negative deductions. If the city desires to track the course/class and the reimbursement, you will record it on the Course Tracking page of the employee’s record. If the City desires to track physical assets/properties, then you would track these items in the employee’s property
page of their record.

R 218.Process mid-period pay changes. 4 – This functionality is available. For example, if employees record time daily the effective dated salary / rate change will be reflected in Payroll reports.

R 219.Process retroactive pay and associated impact to
deductions and reporting to benefit providers.
4 – Retro pay processing is available at the individual or group.

R 220.Rules based overtime calculation by MOU or
employee group, e.g., over 40 hours worked per
week, etc.
4: The system has the ability to provide multiple formulas for complex earning and deduction codes (e.g., overtime weighted average, premium overtime calculations based on standby pay). Setup in our Premium Rules Table.

R 221.Multiple overtime codes, e.g., callback, callouts, scheduled, comp time earned, special event, etc.
4 – Unlimited earning codes are set up is the tables.

R 222.Generate report that identifies all changes made
within a specified date range, pay period, etc.
4 – This reporting is standard practice.

R 223.Exception reporting to review for double pay, no
pay, changes since last payroll, etc.
4 – Exception reporting can be provided using various tools like Analytics or other rad-hoc methods.

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
R 224.Generate a gross-to-net payroll proof list of all payroll calculations before checks are produced.
4 – Correct. We call the Edit/Validation Run “mock payroll” which goes through a full calculation without committing the actual update; hence, allow customers the ability to correct and adjust payroll accordingly. This process can be run over and over until the city is comfortable and
confident to commit.

R 225.Generate pay advice and paychecks and make
available in employee self-service.
4: We also have a nice “opt-in” workflow to opt for
electronic or paper for check advice, W2s, and 1095c, all of which are made available online via self-service.

R 226.Generate electronic positive Pay file. 4 – The payroll component does support the creation of a positive pay file to the bank.

R 227.Generate vendor payments and interface to
accounts payable.
4: We do offer a 3rd Party Entity Pay if you desire to by-pass accounts payable. It’s not a popular function for generally, AP staff take ownership and payroll doesn’t want to own the process.

R 228.Describe strategy to stay current with mandated
Federal and California State reporting.
4: For nearly 5 decades, we have been obligated to support all Federal, State, and local compliances. We will continue to support California using various tools and services such as IIRS, California Department of Labor, CalTax, American Payroll Association, and other subscribed national
resources.

R 229.Produce data for monthly, quarterly, and yearly
tax forms and filings, e.g., 941 and 941B
Quarterly Federal Tax Returns, DE9 Quarterly
Tax Returns, W 2’s, etc.
4 – The Payroll is in full compliance with Federal and State forms and submission thereof.

R 230.Electronic reporting to Social Security, IRS, State CalPERS, CA State Controllers Report, California
EDD DE9C Wage Reports, and Workers Comp.
4 – The Payroll is in full compliance with Federal and State forms and submission thereof.

R 231.Generate W2s and make available via employee
self-service portal.
4: PDS allows customer to print locally themselves or
contract with PDS at the end of the year to provide printing and delivery services, if desired.

I 232.Produce year-end accruals of salaries, benefits,
and accrued compensation (e.g., vacation).
4 – Fully supported.

R 233.Generate GASB 68 reporting for pension liability. 4: Vista can provide net pension liability and other pensionrelated amounts to assist employers with GASB 68 based on the type of plan (e.g., agent or cost-sharing) in which the employer is participating, if requested.

R Reporting
R 234.Deliver library of standard reports. 4 – Our ERP suite provides many reports and tools as standard built-in options within the system, supporting

22.H.

CITY OF HEMET - ERP SOFTWARE AND IMPLEMENTATION

Ranking Response – Rating and Comment
both predefined, scheduled reports, custom and “ad hoc” reporting.

R 235.User-level query and reporting tools that allow
formatting of data, dates, filters, charts, etc. List
tools offered.
4: 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.

Power BI, Crystal Reports, MS Access, Excel
R 236.List power user reporting tools that can be used, e.g., Microsoft SSRS, Crystal.
4: Power BI, Crystal Reports, Excel
R 237.User-level security flows through to queries,
reports and drill-down.
4 - The ability to view and query certain reports can be tied to security roles and permissions and audit functionality to ensure the business controls are appropriately managed
and secured.

R 238.Drill down to source transactions within queries
or reports.
4 - 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.

R 239.Generate reports in multiple formats, e.g.,
HTML, PDF, Excel, Word, etc. Schedule for
delivery to email or dashboard.
4 - Reports can be exported into a variety of formats
including Excel, PDF, CSV, HTML various formats for further analysis.

In our advanced reporting module, you can automatically email your reports, specifying delivery intervals to a mailing list.

R 240.Save report and query templates and make
them shareable with other users or kept private.
4 - 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. Custom reports can be saved and shared as determined by the user.