PROFESSIONAL SERVICES AGREEMENT
[Laserfiche Rio Support Services]
THIS PROFESSIONAL SERVICES AGREEMENT (the “Agreement”) is made at Orange, California, on thi s _____ day of ____________, 20 22 (the “Effective Date”) by and between the CITY OF ORANGE, a municipal corporation (“City”), and COMPLETE PAPERLESS SOLUTIONS, LLC, a California limited liability company (“Contractor”), who agree as follows:
1. Services. Subject to the terms and conditions set forth in this Agreement, Contractor shall provide to the reasonable satisfaction of City the services set forth in Exhibit “A,” which is attached hereto and incorporated herein by reference. As a material inducem ent to City to enter into this Agreement, Contractor represents and warrants that it has thoroughly investigated and considered the scope of services and fully understands the difficulties and restrictions in performing the work. The services which are th e subject of this Agreement are not in the usual course of City’s business and City relies on Contractor’s representation that it is independently engaged in the busi ness of providing such services and is experienced in performing the work.
Contractor shall perform all services in a manner reasonably satisfactory to City and in a manner in conformance with the standards of quality normally observed by an entity provid ing such services to a municipal agency. All services provided shall conform to all federal, state and local laws, rules and regulations and to the best professional standards and practices. The terms and conditions set forth in this Agreement shall control over any terms and conditions in Exhibit "A" to the contrary.
Valdemar Chavez, Information Technology Specialist (“City’s Project Manager”), shall be the person to whom Contractor will report for the performance of services hereunder. It is understood that Contractor’s performance hereunder shall be under the supervision of City’s Project Manager (or his/her designee), that Contractor shall coordinate its services hereunder with City’s Project Manager to the extent required by City’s Project Manager, and that all performances required hereunder by Contractor shall be performed to the satisfaction of City’s Project Manager and the City Manager.
2. Compensation and Fees.
a. Contractor's total compensation for all services performed under this Agreement, shall not exceed ONE HUNDRED THREE THOUSAND FOUR HUNDRED EIGHTY-TWO DOLLARS and 80/100 ($103,482.80) without the prior written authorization of City.
b. The above compensation shall include all costs, including, but not limited to, all clerical, administrative, overhead, insurance, reproduction, telephone, travel, auto rental, subsistence and all related expenses.
2 3. Payment.
a. As scheduled services are completed, Contractor shall submit to City an invoice for the services completed, authorized expenses and authorized extra work actually performed or incurred.
b. All such invoices shall state the basis for the amount invoiced, including services completed, the number of hours spent and any extra work performed.
c. City will pay Contractor the amount invoiced within thirty (30) days of receipt of all deliverables.
d. Payment shall constitute payment in full for all services, authorized costs and authorized extra work covered by that invoice.
4. Change Orders. No payment for extra services caused by a change in the scope or complexity of work, or for any other reason, shall be made unless and until such extra services and a price therefor have been previously authorized in writing and approved by City as an amendment to this Agreement. City’s Project Manager is authorized to approve a reduction in the services to be performed and compensation therefor. All amendments shall set forth the changes of work, extension of time, and/or adjustment of the compensation to be paid by City to Contractor and shall be signed by the City’s Project Manager, City Manager or City Council, as applicable.
5. Licenses. Contractor represents that it and any subcontractors it may engage, possess any and all licenses which are required under state or federal law to perform the work contemplated by this Agreement and that Contractor and its subcontractors shall maintain all appropriate licenses, including a City of Orange business license, at its cost, during the performance of this Agreement.
6. Independent Cont ractor. At all times during the term of this Agreement, Contractor shall be an independent contractor and not an employee of City. City shall have the right to control Contractor only insofar as the result of Contractor's services rendered pursuant to this Agreement. City shall not have the right to control the means by which Contractor accomplishes services rendered pursuant to this Agreement. Contractor shall, at its sole cost and expense, furnish all facilities, materials and equipment which may be r equired for furnishing services pursuant to this Agreement. Contractor shall be solely responsible for, and shall indemnify, defend and save City harmless from all matters relating to the payment of its subcontractors, agents and employees, including compliance with social security withholding and all other wages, salaries, benefits, taxes, exactions, and regulations of any nature whatsoever.
Contractor acknowledges that it and any subcontractors, agents or employees employed by Contractor shall not, under any circumstances, be considered employees of City, and that they shall not be entitled to any of the benefits or rights afforded employees of City, including, but not limited to, sick leave, vacation leave, holiday pay, Public Employees Retirement Syste m benefits, or health, life, dental, long-term disability or workers' compensation insurance benefits.
7. Contractor Not Agent. Except as City may specify in writing, Contractor shall have no authority, express or implied, to act on behalf of City in an y capacity whatsoever as an 3 agent. Contractor shall have no authority, express or implied, to bind City to any obligation whatsoever.
8. Designated Persons. Only those qualified persons authorized by City’s Project Manager, or as designated in Exhibit “A,” shall perform work provided for under this Agreement.
It is understood by the parties that clerical and other nonprofessional work may be performed by persons other than those designated.
9. Assignment or Subcontracting. No assignment or subcontracting by Contractor of any part of this Agreement or of funds to be received under this Agreement shall be of any force or effect unless the assignment has the prior written approval of City. City may terminate this Agreement rather than accept any proposed assignment or subcontracting. Such assignment or subcontracting may be approved by the City Manager or his/her designee.
10. Time of Completion . Except as otherwise specified in Exhibit “A,” Contractor shall commence the work provided for in this Agreement within five (5) days of the Effective Date of this Agreement and diligently prosecute completion of the work or as otherwise agreed to by and between the representatives of the parties.
11. Time Is of the Essence. Time is of the essence in this Agreement. Contractor shall do all things necessary and incidental to the prosecution of Contractor's work.
12. Reserved.
13. Delays and Extensions of Time. Contractor's sole remedy for delays outside its control, other than those delays caused by City, shall be an extension of time. No matter what the cause of the delay, Contractor must document any delay and request an extension of time in writing at the time of the delay to the satisfaction of City. Any extensions granted shall be limited to the length of the delay outside Contractor’s control. If Contractor believes that delays caused by City will cause it to incur additional costs, it must specify, in writing, why the delay has caused additional costs to be incurred and the exact amount of such cost at the time the delay occurs. No additional costs can be paid that exceed the not to exceed a mount stated in Section 2.a, above, absent a written amendment to this Agreement.
14. Products of Contractor. The documents, studies, evaluations, asses sments, reports, plans, citations, materials, manuals, technical data, logs, files, designs and other products produced or provided by Contractor for this Agreement shall become the property of City upon receipt. Contractor shall deliver all such products to City prior to payment for same. City may use, reuse or otherwise utilize such products without restriction.
15. Equal Employment Opportunity . During the performance of this Agreement, Contractor agrees as follows:
a. Contractor shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, mental or physical disability, or any other basis prohibited by applicable law. Contractor shall ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, 4 sex, national origin, mental or physical disability, or any other basis prohibited by applicable law.
Such actions shall include, but not be limited to the following: employment, upgrading, demotion or transfer, recruitment or recruitment advertising, layoff or termination, rates of pay or other forms of compensation and selection for training, including apprenticeship. Contractor agrees to post in conspicuous places, available to employees and applicants for employment, a notice setting forth provisions of this non-discrimination clause.
b. Contractor shall, in all solicitations and advertisements for employees placed by, or on behalf of Contractor, state that all qualified applicants will receive consideration for employment without regard to race, color, re ligion, sex, national origin, mental or physical disability, or any other basis prohibited by applicable law.
c. Contractor shall cause the foregoing paragraphs (a) and (b) to be inserted in all subcontracts for any work covered by this Agreement, provid ed that the foregoing provisions shall not apply to subcontracts for standard commercial supplies or raw materials.
16. Conflicts of Interest. Contractor agrees that it shall not make, participate in the making, or in any way attempt to use its position as a consultant to influence any decision of City in which Contractor knows or has reason to know that Contractor, its officers, partners, or employees have a financial interest as defined in Section 87103 of the Government Code.
17. Indemnity.
a. To the fullest extent permitted by law , Contractor agrees to indemnify, defend and hold City, its City Council and each member thereof, and the officers, officials, agents and employees of City (collectively the “Indemnitees”) entirely harmless from all liability arising out of:
(1) Any and all claims under workers’ compensation acts and other employee benefit acts with respect to Contractor’s employees or Contractor’s subcontractor’s employees arising out of Contractor’s work under this Agreement, including any and all claims under any law pertaining to Contractor or its employees’ status as an independent contractor and any and all claims under Labor Code section 1720 related to the payment of prevailing wages for public works projects; and
(2) Any claim, loss, injury to or death of persons or damage to property caused by any act, neglect, default, or omission other than a professional act or omission of Contractor, or pe rson, firm or corporation employed by Contractor, either directly or by independent contract, including all damages due to loss or theft sustained by any person, firm or corporation including the Indemnitees, or any of them, arising out of, or in any way c onnected with the work or services which are the subject of this Agreement, including injury or damage either on or off City’s property; but not for any loss, injury, death or damage caused by the active negligence or willful misconduct of City. Contractor, at its own expense, cost and risk, shall indemnify any and all claims, actions, suits or other proceedings that may be brought or instituted against the Indemnitees on any such claim or liability covered by this subparagraph, and shall pay or satisfy an y judgment that may be rendered against the Indemnitees, or any of them, in any action, suit or other proceedings as a result of coverage under this subparagraph. 5 b. To the fullest extent permitted by law, and as limited by California Civil Code 2782.8, Contractor agrees to indemnify and hold Indemnitees harmless from all liability arising out of any claim, loss, injury to or death of persons or damage to property to the extent caused by its negligent professional act or omission in the performance of pro fessional services pursuant to this Agreement.
c. Except for the Indemnitees, the indemnifications provided in this Agreement shall not be construed to extend any third party indemnification rights of any kind to any person or entity which is not a signatory to this Agreement.
d. The indemniti es set forth in this section shall survive any closing, rescission, or termination of this Agreement, and shall continue to be binding and in full force and effect in perpetuity with respect to Contractor and its successors.
18. Insurance.
a. Contractor shall carry workers ’ compensation insurance as required by law for the protection of its employees during the progress of the work. Contractor understands that it is an independent contractor and not entitled to any worker s’ compensation benefits under any City program.
b. Contractor shall maintain during the life of this Agreement the following minimum amount of comprehensive general liability insurance or commercial general liability insurance: the greater of (1) One Million Dollars ( $1,000,000) per occurrence ; or (2) all the insurance coverage and/or limits carried by or available to Contractor. Said insurance shall cover bodily injury, death and property damage and be written on an occurrence basis.
c. Contractor shall maintain during the life of this Agreement, the following minimum amount of automotive liability insurance: the greater of (1) a combined single limit of One Million Dollars ($ 1,000,000) or (2) all the insurance coverage and/or limits carried by or available to Contractor. Said insurance shall cover bodily injury, death and property damage for all owned, non-owned and hired vehicles and be written on an occurrence basis.
d. Any insurance proceeds in excess of or broader than the minimum required coverage and/or minimum required limits which are applicable to a given loss shall be available to City. No representation is made that the minimum insurance requirements of this Agreement are sufficient to cover the obligations of Contractor under this Agreement.
e. Each policy of general liability and automotive liability shall provide that City, its officers, officials, agents, and employees are declared to be additional insureds under the terms of the policy, but only with respect to the work performed by Contractor under this Agreement. A policy endorsement to that effect shall be provided to City along with the certificate of insurance. In lieu of an endorsement, City will accept a copy of the policy(ies) which evidences that City is an additional insured as a contracting party. The minimum coverage required by Subsection 18.b and c, above, shall apply to City as an additional insured. Any umbrella liability 6 insurance that is provided as part of the general or automobile liability minimums set forth herein shall be maintained for the duration of the Agreement.
f. Contractor shall maintain during the life of this Agr eement professional liability insurance covering errors and omissions arising out of the performance of this Agreement with a minimum limit of One Million Dollars ($1,000,000) per claim. Contractor agrees to keep such policy in force and effect for at least five (5) years from the date of completion of this Agreement.
g. The insurance policies maintained by Contractor shall be primary insurance and no insurance held or owned by City shall be call ed upon to cover any loss under the policy.
Contractor will determine its own needs in procurement of insurance to cover liabilities other than as stated above.
h. Before Contractor performs any work or prepares or delivers any materials, Contractor shall furnish certificates of insurance and endorsements, as required by City, evidencing the aforementioned minimum insurance coverages on forms acceptable to City, which shall provide that the insurance in force will not be canceled or allowed to lapse with out at least ten (10) days’ prior written notice to City.
i. Except for professional liability insurance coverage that may be required by this Agreement, all insurance maintained by Contractor shall be issued by companies admitted to conduct the pertinent line of insurance business in California and having a rating of Grade A or better and Class VII or better by the latest edition of Best Key Rating Guide. In the case of professional liability insurance coverage, such coverage shall be issued by compan ies either licensed or admitted to conduct business in California so long as such insurer pos sesses the aforementioned Best rating.
j Contractor shall immediately notify City if any required insurance lapses or is otherwise modified and cease performance of this Agreement unless otherwise directed by City.
In such a case, City may procure insurance or self-insure the risk and charge Contractor for such costs and any and all d amages resulting therefrom, by way of set -off from any sums owed Contractor.
k. Contractor agrees that in the event of loss due to any of the perils for which it has agreed to provide insurance, Contractor shall look solely to its insurance for recovery .
Contractor hereby grants to City, on behalf of any insurer providing insurance to either Contractor or City with respect to the services of Contractor herein, a waiver of any right to subrogation which any such insurer may acquire against City by virtue of the payment of any loss under such insurance.
l. Contractor shall include all subcontractors, if any, as insureds under its policies or shall furnish separate certificates and endorsements for each subcontractor to City for review and approval. All coverages for subcontractors shall be subject to all of the requirements stated herein.
7 19. Termination. City may for any reason terminate this Agreement by giving Contractor not less than five (5) days’ written notice of intent to terminate. Upon receipt of such notice, Contractor shall immediately cease work, unless the notice from City provides otherwise.
Upon the termination of this Agreement, City shall pay Contractor for services satisfactorily provided and all allowable reimbursements incurred to the date of termination in compliance with this Agreement, unless termination by City shall be for cause, in which event City may withhold any disputed compensation. City shall not be liable for any claim of lost profits.
20. Maintenance and Inspection of Records. In accordance with generally accepted accounting principles, Contractor and its subcontractors shall maintain reasonably full and complete books, documents, papers, accounting records, and other information (collectively, the “records”) pertaining to the costs of and completion of services performed under this Agreement.
City and its authorized representatives shall have access to and the right to audit and reproduce any of Contractor's records regarding the services provided under this Agreement. Contractor shall maintain all such records for a period of at least three (3) years after termination or completion of this Agreement. Contractor agrees to make available all such records for inspection or audit at its offices during normal business hours and upon three (3) days’ notice from City, and copies thereof shall be furnished if requested.
21. Compliance with all Laws/Immigration Laws.
a. Contractor shall be knowledgeable of and comply with all local, state and federal laws which may apply to the performance of this Agreement.
b. If the work provided for in this Agreement constitutes a “public works,” as that term is defined in Section 1720 of the California Labor Code, for which prevailing wages must be paid, to the extent Contractor’s employees will perform any work that falls within any of the classifications for which the Department of Labor Relations of the State of California promulgates prevailing wage determinations, Contractor hereby agrees that it, and any subcontractor under it, shall pay not less than the specified prevailing ra tes of wages to all such workers . The general prevailing wage determinations for c rafts can be located on the web site of the Department of Industrial Relations (www.dir.ca.gov/DLSR). Additionally, to perform work under this Contract, Contractor must meet all State registration requirements and criteria, including project compliance monitoring.
c. Contractor represents and warrants that it:
(1) Has complied and shall at all times during the term of this Agreement comply, in all respects, with all immigration laws, regulations, statutes, rules, codes, and orders, including, without limitation, the Immigration Reform and Control Act of 1986 (IRCA); and
(2) Has not and will not knowingly employ any individual to perform services under this Agreement who is ineligible to work in the United States or under the terms of this Agreement; and
8 (3) Has properly maintained, and shall at all times during the term of this Agreement properly maintain, all related employment documentation records including, without limitat ion, the completion and maintenance of the Form I -9 for each of Contractor’s employees; and
(4) Has responded, and shall at all times during the term of this Agreement respond, in a timely fashion to any government inspection requests relating to immigration law compliance and/or Form I -9 compliance and/or worksite enforcement by the Department of Homeland Security, the Department of Labor, or the Social Security Administration.
d. Contractor shall require all subcontractors or subconsultants to make the same representations and warranties as set forth in Subsection 21.c.
e. Contractor shall, upon request of City, provide a list of all employees working under this Agreement and shall provide, to the reasonable satisfaction of City, verification that all such employees are eligible to work in the United States. All costs associated with such verification shall be borne by Contractor. Once such request has been made, Contractor may not change employees working under this Agreement without written notice to City, accompanied by the verification required herein for such employees.
f. Contractor shall require all subcontractors or sub-consultants to make the same verification as set forth in Subsection 21.e.
g. If Contractor or subcontractor knowingly employs an employee providing work under this Agreement who is not authorized to work in the United States, and/or fails to follow federal laws to determine the status of such employee, that shall constitute a material breach of this Agreement and may be cause for immediate termination of this Agreement by City.
h. Contractor agrees to indemnify and hold City, its officers, officials, agents and employees harmless for, of and from any loss, including but not limited to fines, penalties and corrective measures City may sustain by reason of Contractor's failure to comply with said laws, rules and regulations in connection with the performance of this Agreement.
22. Governing Law and Venue. This Agreement shall be construed in accordance with and governed by the laws of the State of California and Contractor agrees to submit to the jurisdiction of California courts. Venue for any dispute arising under this Agreement shall be in Orange County, California.
23. Integration. This Agreement constitutes the entire agreement of the parties. No other agreement, oral or written, pertaining to the work to be performed under this Agreement shall be of any force or effect unless it is in writing and signed by both parties. Any work performed which is inconsistent with or in violation of the provisions of this Agree ment shall not be compensated.
24. Notice. Except as otherw ise provided herein, all notices required under this Agreement shall be in writing and delivered personally , by e -mail, or by first class U.S. mail, 9 postage prepaid, to each party at the address listed below. Either party may change the notice address by notifying the other party in writing. Notices shall be deemed received upon receipt of same or within three (3) days of deposit in the U.S. Mail, whichever is earlier. Notices sent by e- mail shall be deemed received on the date of the e-mail transmission.
“CONTRACTOR” “CITY”
Complete Paperless Solutions, LLC City of Orange
5130 E. La Palma Ave, Suite 206 300 E. Chapman Avenue Anaheim, CA 92807 Orange, CA 92866-1591
Attn.: Claude Schott Attn.: Val Chavez
Telephone: 760-522-5031 Telephone: (714) 744-2284
E-Mail: [email protected] E-Mail: [email protected]
25. Counterparts. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument. Signatures transmitted via facsimile and electronic mail shall have the same effect as original signatures.
[Remainder of page intentionally left blank; signatures on next page]
10 IN WITNESS of this Agreement, the parties have entered into this Agreement as of the year and day first above written.
“CONTRACTOR” “CITY”
COMPLETE PAPERLESS SOLUTIONS, CITY OF ORANGE, a municipal corporation LLC, a California limited liability company
*By: By:
Printed Name: Mark A. Murphy, Mayor
Title:
*By: ATTEST:
Printed Name:
Title:
Pamela Coleman, City Clerk
APPROVED AS TO FORM:
Mary E. Binning
Senior Assistant City Attorney
*NOTE: City requires the following signature(s) on behalf of the Contractor:
-- (1) the Chairman of the Board, the President or a Vice-President, AND (2) the Secretary, the Chief Financial Officer, the Treasurer, an Assistant Secretary or an Assistant Treasurer. If only one corporate officer exists or one corporate officer holds more than one corporate office, please so indicate. OR -- The corporate officer named in a corporate resolution as authorized to enter into this Agreement. A copy of the corporate resolution, certified by the Secretary close in time to the execution of the Agreement, must be provided to City.
EXHIBIT “A”
SCOPE OF SERVICES
[Beneath this sheet.]
BY COMPLETE PAPERLES SOLUTIONS - ANAHEIM, CALIFORNIA
LASERFICHE RIO SUPPORT SERVICES PROPOSAL
City of Orange
- 1 - City of Orange
5130 E. La Palma Avenue, Suite 206
Anaheim, CA 92807
tel: 866-661-2425 fax: 714-716-8215
www.cps247.com
Letter of Transmittal
January 14th, 2022
City of Orange
300 E Chapman Ave
Orange, CA 92866
Dear Val,
We are pleased to submit the attached proposal for the Laserfiche Rio support services.
Complete Paperless Solutions (CPS) is a certified Value-Added Service Provider (SP) of the award-winning Laserfiche™ Enterprise Content Management solution as well as a respected systems integrator and consultancy.
The CPS staff focuses its business on helping Municipalities like the City of Orange to meet the challenge of providing a great public service to your citizens while working in a high-demand, electronic records-intensive environment.
Our support and professional services team has over eighty years combined experience with the proposed services and solution and is currently maintaining over one hundred and fifty similar systems in the United States.
We would be pleased to discuss any aspect of this proposal and to provide additional information related to our proposed solution or ability to deliver.
We look forward to your positive review of this proposal and to answering any questions that may arise.
Sincerely,
Jamie Dunn
Vice President of Sales
- 2 - City of Orange
Table of Contents
Letter of Transmittal ....................................................................................................................................................... 1
1. Company Profile ....................................................................................................................................................... 3
2. Support and Maintenance..................................................................................................................................... 4 a. Support Contact Information ................................................................................................................................................. 4 b. Basic Support Level ................................................................................................................................................................... 4 c. Priority Support ........................................................................................................................................................................... 5 d. Enhanced Services ..................................................................................................................................................................... 5
3. Pricing Proposal ....................................................................................................................................................... 7 a. Laserfiche Rio Support ........................................................................................................................................................ 7 b. Additional Modules and Support .................................................................................................................................... 7 c. Turn-key Solution Total ...................................................................................................................................................... 8
4. Billable Rates ........................................................................................................................................................................... 8
5. Acceptance ................................................................................................................................................................. 8
- 3 - City of Orange
1. Company Profile
Complete Paperless Solutions (CPS) is headquartered in Anaheim with offices in Paso Robles and Vista. CPS has been in business since 1996 and is an employee-owned company and employs twelve (12) staff members.
CPS is currently assisting and supporting over one-hundred and fifty clients nationally with the majority in California and the minority in Florida, Louisiana, Massachusetts, New York, Pennsylvania, Texas and Wisconsin.
CPS has the highest ratio of support engineers per customer in California compared to all other Laserfiche resellers. CPS is also a proud sponsor of MISAC and CCAC.
With over 80 years of combined experience in content management know-how, CPS is an award-winning, premier reseller of Enterprise Content Management Products (ECM). In fact, over the years we’ve become California’s “go-to” ECM vendor of choice. CPS’s portfolio of skills includes: full in-house support, business and systems analysis and development and customization resources. Our ability to integrate with existing applications and make content management “work how YOU work” is unparalleled. Additionally, both private and public-sector clients recognize that CPS is “THE” systems integrator when it comes to meeting both governance and compliance statutes. Whether implementing a paperless-invoicing process or enhancing client/case management, CPS has created and implemented systems for law enforcement, clerks’ offices, county and local governments, courts, schools, legal services, property management, billing services, manufacturing and many, many more.
A representative sampling of some of our customers would include the Cities of Bakersfield, Big Bear, Beaumont, Brea, Chowchilla, Claremont, Ceres, Cerritos, Coachella, Claremont, Commerce, Covina, Desert Hot Springs, El Centro, El Monte, El Segundo, Encinitas, Fontana, Fountain Valley, Gilroy, Grand Terrace, Huntington Beach, La Habra Heights, La Quinta, Indian Wells, Irwindale, Lodi, Menifee, Montclair, Montebello, Murrieta, Paso Robles, Petaluma, Pismo Beach, Porterville, Rancho Mirage, Redondo Beach, Rosemead, Salinas, San Bernardino, San Dimas, Santa Clarita, San Mateo, San Rafael, Seal Beach, Torrance, Westminster, West Covina and Yucaipa just to name a few.
The first Laserfiche installation by CPS was in 1997 for the San Luis Obispo Sheriff Department who is still using Laserfiche and has been with CPS for 21 years. Our customer centric business model promotes long term relationships stemming from excellent service, fair pricing and good old-fashioned knowhow.
Our largest implementation is Spindletop of Orange Texas and part of the East Texas Behavioral Health Network (ETBHN). Spindletop has a Laserfiche RIO solution that includes 227 named users, 1,546 read only users and a Public Portal for unlimited users.
We would also like to mention that 70% of our customer base was implemented by CPS while the other 30% was inherited from other Laserfiche Certified Resellers who did not meet the customers’ expectations.
- 4 - City of Orange
2. Support and Maintenance
a. Support Contact Information
• Support services are provided directly by CPS
• Our toll-free support number is 866-661-2425
• Non-emergency support calls can be directed to [email protected] • You can sign up at https://cps247.freshdesk.com/support/signup to interact with our system
b. Basic Support Level
Our support team assists clients from Monday to Friday during normal business hours from 8:00AM to 5:00PM PST. Guaranteed next day.
Note: Ninety-five (95) percent of support issues taken by our team have “First Call” resolution and are usually resolved within one hour.
Since CPS does business nationally our support team is always on alert to receive your calls even outside of our regular west coast hours.
CPS is using an internal logging and tracking system that enables you to create a history of support events and therefore each support solution will be uniquely identified by a case number.
CPS will keep the City of Orange up to date on all Laserfiche software and service changes.
CPS offers a basic support which is the Laserfiche Software Assurance Plan, Priority Support and an enhanced service which is the Complete Paperless Solutions “VIP support”.
Laserfiche Software Assurance Plan (LSAP)
The proposed solution includes the Laserfiche Software Assurance Plan (LSAP) for one year with options for annual renewal. Customers with current LSAP are provided unlimited telephone technical support and software upgrades. Technical support (under the LSAP agreement) includes unlimited email, telephone and remote access to address problems related to system configuration or performance. While guaranteed response times are dictated by the terms of the support agreement, most support calls are taken live and resolved within a single call, Laserfiche Basic LSAP support is usually next business day guaranteed response time.
All support calls are logged in a case management system and assigned priority and severity levels that will be escalated (if necessary) to the development team and what lengths are necessary to address them such as providing hotfixes or point releases of the software. All customers with current LSAP are granted access to the Laserfiche Support Site where an abundance of knowledgebase documents can be used to support your internal IT team and Laserfiche users.
- 5 - City of Orange
c. Priority Support
• Monday to Friday during normal business hours from 8:00AM to 5:00PM PST • 2 hours guaranteed response time
• Dedicated engineer
d. Enhanced Services
Complete Paperless Solutions VIP Support
To create the least amount of burden on the IT staff, and to optimize the benefits of your Laserfiche software we recommend our VIP support package. Complete Paperless Solutions Support Group is available Monday through Friday from 7 A.M. to 6 P.M. Pacific Standard Time. Our VIP program offers unlimited on-site support, a dedicated Solutions Engineer, and remote access support among other services.
In addition to the basic LSAP support, VIP includes the followings:
• Dedicated Support Engineer
o A CPS Engineer will serve as your primary contact for Laserfiche support through a direct telephone line.
• Next-Day On-Site Support
o The On-Site Support hours can be used for upgrade installation, problem solving, and consulting.
• Training
o Unlimited training during the course of the year, incl. simple workflow design. • Remote Access Support
o Your dedicated Support Engineer can dial into your Laserfiche server or PC remotely to start the troubleshooting process in advance of any on-site work needed. • Preventative Maintenance Guaranteed
o Twice-yearly visits will optimize system functions. As part of these "checkups", the support team can install new releases and new equipment; provide training on new features, fix operator errors and make recommendations on system upgrades. • Discounted Services
o Receive discounts on professional services such as integration with existing systems, workflow management consulting, and custom application development. • Discounted Back-file Conversion
o Receive discounts on back-file conversion from microfiche, microfilm, and paper documents ranging in size from business cards to E-size drawings through our affiliated scanning service bureau.
• Free Enrollment
o Up to three (3) attendees to the Laserfiche User Conference • Travel Cost
o No travel cost under VIP support
- 6 - City of Orange
Upgrades
By being up to date with your LSAP, the City is guaranteed to receive any minor or major upgrades. However, the LSAP does not cover the on-site upgrade or CPS doing the upgrade at the customer’s premises. The enhanced support packaged – VIP Support – provides unlimited on-site support guaranteeing the City of Orange minor and major upgrades no additional cost during the year.
Sys Check
Every organization that transitions to CPS for their Laserfiche Support will receive a complimentary Sys Check.
CPS's Sys Check brings organization and systemic health to your Laserfiche installation with professional recommendations for:
• Folder structure organization
• Increased security
• Document and folder naming convention consistency
• Template/Field data consistency
• Control of large unmanageable volumes
• Excess number of templates
• Insufficient disk space
Identifying system weaknesses and shortcomings will improve your process, taking pressure off your operations budget.
Every Sys Check consultation culminates with the delivery of a detailed recommendations report on your environment with best practices recommendations for system design, system utilization and overall functionality.
- 7 - City of Orange
3. Pricing Proposal
a. Laserfiche Rio Support
Description Quantity Public Price
Laserfiche Rio User (200-499) LSAP 250 $33,000.00
Laserfiche Rio Public Portal for 1 LF Server LSAP 1 $9,000.00 Laserfiche Rio Toolkit LSAP 1 $750.00
Laserfiche Quick Fields Base and Validation Pkgs for Bar Code and Real-Time Lookup LSAP
2 $1,000.00
Priority Support* 1 $11,117.50
Total VIP Support
$54,867.50
*First year free VIP Support with Priority Support.
b. Additional Modules and Support
Description Quantity Public Price
Laserfiche Forms Professional (200-499) 275 $18,150.00
Laserfiche Forms Professional (200-499) LSAP 275 $3,630.00 Laserfiche Forms Portal 1 $7,995.00
Laserfiche Forms Portal LSAP 1 $1,599.00
Laserfiche Full User (200-499) 25 $16,500.00
Laserfiche Full User (200-499) LSAP 25 $3,300.00
Priority Support 1 $2,843.00
Additional Modules
One Time Discount
Discounted Total
$54,017.00
$4,264.50
$48,615.30
*CPS will include the Professional Services to execute the Election Forms/Workflow process which the city would like to implement. This is a value of $4,800.00.
Note: Pricing based on Laserfiche configuration communicated to CPS by the City of Orange. Pricing may change upon full review of the configuration by Laserfiche.
- 8 - City of Orange
c. Turn-key Solution Total
Description Quantity Public Price
Laserfiche Rio Priority Support 1 $54,867.50
Additional Modules and Support 1 $48,615.30
Grand Total
$103,482.80
4. Billable Rates
Description Priority Support VIP Support
Training $175.00 Free - unlimited
Workflow/eForm Design $200.00 $175.00
Development – Conversion $250.00 $225.00
Any other professional services $200.00 $125.00
5. Acceptance
Client: City of Orange Provider: Complete Paperless Solutions
Print Name:
Date:
Signature: