City of Rialto
Customer Support Program
4/28/2026
Jake Bargas
Business Development Manager
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City of Rialto – Customer Support Program
CUSTOMER INFORMATION
Date: 4/28/2026 Quotation #: JB29921420CSP
To: City of Rialto Attn: Mark Adams
128 N Willow Ave (909) 820-8066
Rialto, California 92376 [email protected]
We are pleased to provide this proposal for your consideration. This quotation is valid for THIRTY (30) days.
CUSTOMER SUPPORT PROGRAM OVERVIEW
The intent of this Customer Support Program (CSP) is to partner with you in maintaining your system(s), reducing malfunctions and associated downtime. Convergint is committed to providing long-term customer satisfaction and support throughout the service partnership.
A properly planned Customer Support Program can help improve the performance and integrity of your systems and help extend the life of the systems.
As you walk through this proposal, you will see that the recommended services have been tailored to your unique needs and above business objectives.
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PROPOSED SERVICES
Software Support Agreement (SSA): ☒ Included ☐ Excluded
The Software Support Agreement provides access to product manufacturer firmware and software updates, which helps keep systems operating with the latest software and secured with the latest patches. It also provides access to the product manufacturer technical support team if technical support is required for system troubleshooting. Labor associated with applying firmware and software updates is not included, and requires the PPM option, below. This option does not include any computer operating system updates or any software or system upgrades.
Password and Patch Management (PPM): ☒ Convergint ☐ Customer
Password Management:
Default, weak, and reused passwords pose a significant vulnerability to your security systems.
Convergint offers unique password management solutions to protect your systems from compromise. By setting unique passwords on each system and site, we not only protect your security systems, but we also protect access to connected networks. Convergint utilizes an industry-leading password management system with 256-bit AES encryption to help ensure that each system has unique, highly complex passwords that restri ct access according to the principles of least privilege. Additionally, there is no integration or direct connection between the database of passwords and on-premises systems.
Software and Firmware Maintenance:
Convergint periodically provides software updates and patches to help maintain your systems in accordance with manufacturers' recommendations and operating with the latest features, fixes, and vulnerability patches. Firmware, which controls the operation of network-connected devices, is also maintained in accordance with manufacturers' recommenda tions. Our specialists will install any compatible software and firmware patch releases to the system at the time of password change to help ensure system functionality and security. Systems and frequencies are identified in the Scope of Work section of this proposal.
Limitations:
Please note that this offering does not include “user” passwords or settings and only covers specific security system devices. If the customer is self -performing PPM, please review the Cybersecurity Services Coverage page in this proposal.
Preventive Maintenance ☒ Included ☐ Excluded
On a scheduled basis, Convergint will provide systems preventive services for components listed within the equipment list contained herein. All preventive maintenance testing will be performed in accordance with manufacturer’s recommendations and will addr ess areas that can adversely affect system performance. Preventive maintenance will include a visual inspection and functional test of system components.
iCare Executive ☒ Included ☐ Excluded
This valuable online service tool includes all the features of iCare Manager plus: real-time status, metric and custom report, access to “My Document Library” (i.e., document sharing platform), administrative privileges, and customized email notification.
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Comprehensive Labor Coverage ☒ Included ☐ Excluded
For these customers seeking to manage their financial risk associated with service and repair labor, this option provides system labor coverage on (1) Service Calls (2) System Troubleshooting & Diagnostics , and (3) Component Repair Labor . A one-time billable Pre- contract System Test is required to ensure that the system components are in good working condition prior to Convergint assuming responsibility fo r system labor coverage . Any components found to be deficient will either need to be replaced or excluded from the comprehensive equipment list.
Comprehensive Equipment Coverage ☒ Included ☐ Excluded
Comprehensive equipment coverage includes the replacement of failed system components noted in the bill of material at no additional cost. This allows customers to mitigate potential financial risk that can be associated with unexpected repairs and/ or failed components.
Please note that failed or damaged equipment is based on the conditions noted in the terms and conditions of this proposal and excludes such items as natural causes or intentional damage. A one-time billable Pre -contract System Test is required to ensure that the system components are in good working condition prior to Convergint assuming responsibility for system equipment coverage. Any components found to be deficient will either need to be replaced or excluded from the comprehensive equipment list. Cradlepoint devices, since customer provided, are excluded from this option.
Note: Components will be replaced with same or similar technology available at the time of such replacement. Technology upgrades or system enhancements are not included as part of this coverage option. Preventive Maintenance must also be included to qualify for equipment coverage.
Remote Online Diagnostics ☒ Included ☐ Excluded
Utilization of industry standard authentication technology to remotely access your system and resolve technical issues in real time resulting in a savings of both time and system downtime. A Convergint Support Specialist, with the support of a screen shari ng session, will work directly with your personnel for initial call support and troubleshooting. If the issue cannot be resolved online, a more refined service response will result including the dispatching of a service representative.
Embedded Specialist ☐ Included ☒ Excluded
The Embedded System Specialist will report directly to Convergint, with day -to-day accountability to our customer. Specific goals will be established and progress against these goals will be measured quarterly during a formal goal review meeting. The Embed ded System Specialist shall manage and administer standard, operational procedures, and assist personnel in day-to-day system operation s. This option provides a dedicated resource ensuring system integrity, standardization, and continuity
Software Upgrade ☒ Included ☐ Excluded
To keep up with changes in infrastructure and environment, software upgrades may help keep systems running at an optimal level. Our expertise covers various aspects of upgrades, including server migration, integration support, resource allocation, scheduled downtime management, and risk mitigation.
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System Administration ☐ Included ☒ Excluded
Convergint will supplement your internal system administration support by providing valued front-end database management services. Services may include:
1. System programming changes
2. Standard & custom report set- up and report generation
3. General front-end system diagnostics
Battery Testing ☐ Included ☒ Excluded
Over time, the batteries lose their ability to provide standby power required by the system in the event of primary power failure. Batteries should be replaced at specified intervals from date of manufacture or in accordance with manufacturer requirements. The only way to be assured the batteries will work is through proper load testing, which will be performed as required during a scheduled Test and Inspection or P reventive Maintenance visit. Battery replacement is not included and will be billable.
Online Asset and Inspection Reporting ☐ Included ☒ Excluded
Customer asset reporting includes the process of applying registered barcodes to system devices and loading their relevant information into a web-based database. Convergint’s web- based reporting system provides immediate documentation that the system and devices are being tested according to manufacturer’s and/or code requirements.
Storage Analysis ☒ Included ☐ Excluded
Systems are installed based on calculations provided during the design of the original project.
Over time, variables can impact the storage of your system records (e.g., scene complexity, amount of motion, light levels). This option includes an analysis of the recording to verify you receive the storage you require. If the storage is lower than desired, Convergint will discuss the available options. Upgrade of the system storage may require additional pricing.
Priority Emergency Service Response ☐ Included ☒ Excluded
We realize that many customers require a more immediate response to service calls deemed to be priority one. By selecting this Priority On- Site Response option, Convergint will commit to responding to these service calls in (4) hours instead of the standard (8) , subject to the exclusions set forth below.
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COVERED EQUIPMENT
Bill of Materials (The Equipment)
The following bill of materials is intended to establish the baseline for this proposal. Equipment not listed is excluded from scope.
Line Qty Annual
Freq
Description
1 113 1 Cameras (Hardware)
2 113 1 Network Connected Devices (Cradlepoint)
3 4 1 Servers/Workstations Applications (Software)
4 113 1 Exterior Camera (mounted higher than 18 ft/5.5 m)
Software Support Agreement (SSA/SUSP)
The following bill of material s is intended to establish the baseline for this proposal. Software not listed is excluded from scope. This bill of material s is not intended to be a comprehensive list of all system parts
Line Qty Description
1 1 Software Support License – Genetec Video Surveillance Advantage
CONVERGINT: UNIQUELY QUALIFIED
Our people, culture, technologies, and service differentiate us from our competitors. Convergint is committed to being our customers’ best service provider with a culture of integrity, accountability, and excellence.
Our People | At Convergint, our greatest strength is our people. We hire and develop the industry’s most dedicated and qualified service colleagues and provide an aggressive certification plan in the latest technology innovations, industry trends, and regulations.
Our Technologies | Convergint maintains strong relationships with the world’s leading technology partners . Instead of being limited to one manufacturer, we support a variety of systems, thus enabling you to avoid sole source dependency while ensuring long-term system and service flexibility and cost -effectiveness. We have service technicians certified across a wide range of systems, giving you the ultimate in peace of mind.
Our Services | Convergint designs service programs to meet each customer’s specific business goals by leveraging dedicated, certified colleagues to ensure system integrity and uptime. Convergint’s customer portal, iCare ®, gives you real -time access to your service work orders, status, metrics reporting , and service spend by site. iCare is a fully integrated tool connected to all aspects of the Convergint enterprise, from customers to schedulers to technicians in the field. Our iCare portal promotes transparency, visibility, and accountability to you, our customer.
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Our Programs | Our Customer Support Programs are customized to you based on industry best practices, and your individual site and business objectives. Through this program, you will be given priority on emergency service calls along with preferred service discounts on labor rates in accordance with Convergint’s published Standard Rates.
Our Commitment | Our commitment to service excellence starts with supporting you where you are and meeting your internal compliance needs. Telephone diagnostic support is available for all C ustomer Support Program customers. Our on -call technicians will provide diagnostic and troubleshooting support to help reduce your costs by trying to resolve issues prior to our arrival.
Our Reach | Convergint delivers services across cities, countries, and continents - but focuses on serving you where you are. When you call us, you reach the local market office - not a centralized call center. When delivering complex services or projects for our customers, we excel at connecting partners and subcontracting partners to serve you the way you want to be served.
Our Culture | Convergint operates on a set of core Values and Beliefs that express our responsibility to our customers, colleagues, and communities. Our V’s & B’s are not just words on a page but are the very fabric of Convergint culture. Our daily commitment to these ideas is one key reason why our customers choose to do business with Convergint.
TOTAL INVESTMENT
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Agreement Details
Agreement Start Date 7/1/2026
Agreement Duration 5 Years
Year 1 Year 2 Year 3 Year 4 Year 5
Total Investment $ 179,797.37 $ 195,165.13 $ 207,758.02 $ 217,176.96 $ 229,804.11 Sales Tax Price excludes applicable sales tax
Payment Schedule The agreement will be invoiced annually in the first month of the agreement period (Net 30 days) unless mutually agreed otherwise.
Proposal Attachments:
• Clarifications, Qualifications, and Exclusions
• Convergint Technologies Terms and Conditions (Customer Support Program)
By signing below or accepting the services described in this proposal, Customer accepts and agrees to this proposal, including the enclosed Terms and Conditions, along with any addendums or exhibits that may be attached or referenced therein. Any additional or contrary terms, including on a Customer PO, are expressly rejected. By signing, you represent and warrant that you have authority to accept this proposal on behalf of Customer.
Customer Name
Date
Authorized Signature
Printed Name and Title
CLARIFICATIONS, QUALIFICATIONS, & EXCLUSIONS
Software Support Agreement (SSA) and Password & Patch Management (PPM):
Customer has been advised of the SSA and PPM services described above. These services may vary depending on the specific devices involved, but typically include periodically updating device passwords to meet complexity and password rotation requirements; securely managing those passwords on behalf of Customer; and periodically updating device firmware to incorporate vulnerability patches, enhancements, and bug fixes made available by the device manufacturer. Please ask your Convergint point of contact for m ore details on the specific PPM services available for your devices. These services reduce the risk of cyber vulnerabilities.
Convergint cannot guarantee the security of the devices it installs or of Customer’s IT environment, no networked system can be completely secure , and Customer remains ultimately responsible for its IT environment. However, these services reduce the risk of cyber vulnerabilities for the devices being installed .
IF CUSTOMER DECLINES THESE SERVICES, CUSTOMER (AND NOT CONVERGINT) IS RESPONSIBLE FOR PERFORMING THESE SERVICES.
Pricing Assumptions
1. The Equipment listed are approximate quantities that were estimated during the site walk. Customer must provide the final Equipment list to be included in this Agreement, which may result in adjustment of the fees.
2. For comprehensive coverage on systems not installed by Convergint, parts and/or labor coverage will not take effect until the system has been fully inspected by Convergint and all deficiencies have been corrected by Customer.
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3. Unless specifically included in this Agreement or Customer has separately contracted with Convergint for the work, all other work related to the Equipment will be billed separately at Convergint’s then current billing rates and material prices.
4. Customer agrees to provide any necessary equipment to reach inaccessible or limited access equipment. Waivers may be required prior to operating customer’s lift or heavy equipment. If equipment is not provided, additional charges may apply.
Customer Responsibilities
1. Customer agrees to maintain at its expense, any software licensing agreements and installed software media required for the operation and or diagnostics of the Equipment.
2. Customer agrees that when service must be provided where cash, negotiable securities, and other valuables are readily accessible, Convergint employees and representatives shall always be accompanied by Customer’s employee or representative.
3. Customer agrees to obtain and pay for all permits and licenses, and to discharge any fines, imposed by any governmental body or agency relating to the Equipment, its operation or malfunction.
4. If any Equipment is modified or serviced by a third party during the term of this Agreement, then Convergint has the right to inspect the Equipment, and Customer agrees to pay Convergint at its then current billing rates and material prices for the costs o f inspection plus parts and/or labor required to align the Equipment with this Agreement. If Customer refuses such inspection or additional services, then Convergint has the option to delete such Equipment from this Agreement.
Exclusions
The following are excluded from the scope of services:
1. Convergint has no obligation to perform service, repair or replacement in the event of a Equipment failure or malfunction due to: burglary, storm, power surge or fluctuation, power failure, abnormal environmental conditions (such as extreme temperatures), fire, flood, war, riot, civil commotion, other acts of God, rodent/insect issues, settling of walls or foundation, abuse, usage of Equipment for purposes other than designed and/or intended, or the negligence or acts or omissions of Customer or any third p arty. Service, repairs or replacement necessitated by these conditions are billable to the Customer at Convergint’s then current billing rates and material prices.
2. Any work required by new or retroactive code changes, or violations or deficiencies identified prior to the effective date of this Agreement.
3. Testing, if applicable, of the system does not include troubleshooting of pre-existing system conditions (ground faults, etc.).
4. For coverage on systems not installed by Convergint, parts and/or labor coverage will not take effect until the systems have been fully inspected and all deficiencies corrected.
NOTE: REVIEW IMPORTANT PRODUCT SAFETY AND SERVICE INFORMATION PRIOR TO USING A CONVERGINT-INSTALLED SYSTEM: See “IMPORTANT PRODUCT SAFETY AND SERVICE INFORMATION” documentation, available at convergint.com/terms.
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IMPORTANT NOTICE
You requested that Convergint provide you with certain security and safety products and services. By using these products and services, you acknowledge that:
• Under no circumstances should Convergint-provided products and services be your sole method of security or safety. Effective security and safety require a multi-layered approach involving people, processes, and technologies. Convergint-provided products and services do not guarantee security or safety, will not detect or prevent all threats or risks all the time (including threats they are designed to detect), and will not ensure overall safety and security. You are ultimately responsible for your people, premises, and property, including for maintaining an effective response plan and promptly implementing your response plan in response to alarms or threats. • All security products and services have limitations. No product or service can guarantee safety or security. It is your responsibility to ensure you are informed about product or service limitations and that you regularly test and validate the products and safety plans. Reach out to your Convergint account executive to learn how our support services can help. And if you have a service plan, you are responsible for promptly notifying Convergint in the event of any defect, malfunction, or performance issue with the products and services.
• Various factors can impact product performance. Selecting products and settings may involve tradeoffs between the level of security and safety on the one hand and speed, convenience, and cost on the other hand. Convergint can give you guidance, but you are ultimately responsible for selecting products and settings based on your organization’s risk profile and tolerance. • The products are made by third-party manufacturers, not Convergint. You are bound by and must use, test, and maintain the products in accordance with the manufacturer’s terms and instructions. Convergint does not independently validate the accuracy of claims or statements made by manufacturers, and makes no assurances regarding their accuracy. You are responsible for using the products and services in compliance with laws and regulations applicable to you or as permitted in your jurisdiction.
• All products and services are governed exclusively by a final agreement. No advertisement, literature, brochure, website, or statements made during the sale process or otherwise (whether orally or in writing) should be interpreted as a promise, warranty, or other assurance. • You have reviewed the “IMPORTANT PRODUCT SAFETY AND SERVICE INFORMATION” documentation, available at convergint.com/terms.
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