Hyper Non-Emergency Call Agent
Firm Quote & Commercial Proposal: Santa Maria Police Department (Santa Maria, CA) Prepared in collaboration by: Shannon Hickey, Senior Account Manager (Motorola Solutions) and Josh Wright, Founding Account Executive (Hyper, a Motorola Solutions Company)
1. Overview
Public safety agencies deploy Hyper to reduce the burden of non-emergency calls on Call Takers, improve response times, and maintain focus on emergency operations.
Hyper is designed around a conservative, safety-first escalation philosophy where ambiguous, uncertain, or evolving situations can immediately escalate to live Call Takers. The platform is intended to support Call Takers and operational service levels, not replace emergency communications personnel.
The platform uses conversational Voice AI to handle routine, administrative, and non-emergency calls, enabling:
● Reduced non-emergency workload for Call Takers
● Improved answer speed and queue availability
● Repurposed staff time toward priority and emergency response ● Consistent, trackable interactions with the public
Santa Maria PD manages a high volume of non-emergency and low-priority calls. Hyper provides a practical, low-risk approach to reduce this demand while protecting emergency response capacity.
Core Capabilities
● Conversational Voice AI for non-emergency call handling ● Intelligent triage, routing, and escalation to live Call Takers ● Multilingual conversational support
● Jurisdictional address validation and branched logic
● Configurable workflows aligned to agency SOPs
● Emergency detection based on caller context, with immediate escalation live Call Taker ● SMS follow-ups (e.g., online reporting links, resources) ● Structured data capture, transcripts, and call summaries ● Analytics dashboards and call categorization insights Attachment B
2. Contracted Call Volume Capacity
Annual Inbound Non-Emergency Call Volume: 150,000 calls / year
3. Commercial Structure
Phase 1 – Proof of Value Pilot (Months 1–5)
Designed to validate operational workflows, caller experience, and deployment assumptions through a phased rollout approach.
Component Description Investment
Hyper Platform Subscription Automated non-emergency call handling for up to 62,500 calls (Opt-out option with 30 days notice)
$24,999
Included Services Inclusive of implementation, onboarding, support, Customer Success, analytics, workflow
configuration, testing, and deployment support
Included
Estimated Savings vs. Standard Pricing: $44,367
Phase 2 – Full Deployment Ramp (Months 6–12)
Expanded deployment aligned to broader operational coverage and increased automated call handling capacity.
Component Description Investment
Hyper Platform Subscription Automated non-emergency call handling for up to 87,500 calls (7-month prorated deployment period)
$59,999
Included Services Inclusive of Customer Success support, CAD integration planning and scoping, workflow
optimization, analytics, reporting review, platform
maintenance, and ongoing technical support
Included
Estimated Savings vs. Standard Pricing: $23,126
Years 2–3 – Annual Subscription
Component Description Investment
Hyper Platform Subscription Automated non-emergency call handling for up to 150,000 calls annually
$109,999 / yr
Included Services Inclusive of Customer Success support, CAD integration support, workflow optimization, analytics, reporting review, platform maintenance, and ongoing technical support Included
Estimated Savings vs. Standard Pricing:
● $32,001 annual savings ● $64,002 savings across Years 2–3 Total Contract Value (3-Year Term)
Year Investment
Phase 1 (5 Months) $24,999
Phase 2 (7 Months) $59,999
Contract Year 2 $109,999
Contract Year 3 $109,999
Total (3-Year Term) $304,996
4. Pricing Notes
● Year 1 includes discounted pilot period ● Fixed annual subscription aligned to expected call volume ● Pricing discounted and protected for full term ● Pricing includes annual call volumes up to the contracted limits defined in this proposal.
Volumes
materially
exceeding
contracted
thresholds
may
require
commercial
review
and
adjustment.
A multi-year structure aligns with how operational impact is realized over time. Initial deployment focuses
on
a
defined
set
of
workflows,
with
measurable
gains
in
the
first
year.
Continued
value
is
driven
through
expansion,
optimization,
and
deeper
system
integration.
Pricing is aligned to the contracted annual call volume thresholds outlined in this proposal.
Future
expansion
beyond
contracted
volumes
or
scope
may
be
reviewed
collaboratively
by
the
parties
as
operational
requirements
evolve.
5. Deployment
Approach
● Target deployment: 30-60 days ● Minimal IT lift: DID routing and SSO recommended ● Phased rollout aligned to priority call types Hyper can work collaboratively with Santa Maria PD to evaluate and adapt existing call flows, prompts,
and
operational
logic
from
prior
systems
to
support
a
streamlined
transition
and
deployment
process.
Important:
Hyper
can
operate
as
a
standalone
cloud-based
solution
without
requiring
inbound
network
connections,
VPN
access,
or
direct
integration
into
core
call
handling
systems
for
initial
deployment.
For
example,
Hyper
can
be
deployed
immediately
without
CAD
integration
in
Phase
1,
by
focusing
on
non-dispatchable
call
types,
enabling
rapid
operational
value
while
future
integrations
are
evaluated
or
scoped
in
parallel.
Hyper supports both full-scale deployments and phased deployment approaches, including separately
scoped
Proof
of
Value
engagements
or
different
term
structures
where
appropriate.
This
approach
provides
a
low-risk
entry
point,
allowing
the
Santa
Maria
PD
team
to
validate
impact
quickly
before
expanding
coverage
across
additional
workflows.
6. CAD & Call Handling Integration
Hyper Non-Emergency Call Agent is designed to align with existing agency workflows while maintaining
flexibility
across
diverse
public
safety
environments.
Current Environment
● CAD: Motorola PremierOne
Phase 1 - Immediate Deployment (No Integration Required) Hyper can be deployed immediately without requiring CAD or core call handling integration by focusing
on
non-dispatchable
and
informational
call
types,
including:
● Non-dispatchable call handling ● Call routing and transfers ● Informational requests ● Information capture and SMS follow-up Hyper is designed to escalate uncertain, ambiguous, or emergency-related interactions to live Call
Takers
based
on
configurable
operational
thresholds.
Motorola CAD Integration Options
Where standard Motorola integration capabilities are available, Hyper may support Motorola Flex
and
PremierOne
workflows
without
requiring
separate
Hyper
integration
fees.
Third-party,
customer-side,
or
custom
interface
costs
may
require
separate
scoping.
The purpose of integration with CAD systems is to automate:
● Creation of incidents and calls for service within CAD workflows ● Structured data capture from automated interactions ● Improved workflow continuity between Hyper and Call Takers ● Expanded automation opportunities aligned to agency operational requirements Call Handling Integration (Roadmap)
Integration with Motorola Vesta call handling systems is on the product roadmap and is not required
for
initial
deployment.
Hyper
can
be
deployed
immediately
using
existing
telephony
routing
methods,
including
Direct
Inward
Dial
(DID)
routing.
Planned future integration capabilities may include:
● Enhanced routing and transfer logic ● Expanded transfer context for Call Takers ● Deeper workflow continuity between automated and live interactions
7. Sample Operational Impact
Based on approximately 150,000 annual non-emergency calls at an estimated average handling time
of
6 minutes
per
interaction,
the
agency
currently
manages
roughly
15,000+
annual
staff
hours
related
to
non-emergency
call
volume.
As Hyper is expanded across additional workflows and call categories over time, agencies commonly
target
long-term
automation
and
resolution
rates
that
can
exceed
60%
for
appropriate
non-emergency
interactions,
with
performance
improving
over
time
as
workflows
expand
and
integrations
mature.
This could represent:
● Approximately 90,000-115,000 calls annually handled or resolved through Hyper ● Approximately 9,000-12,000 staff hours repurposed annually ● Reduced queue pressure and improved availability for emergency and priority calls ● Reduced administrative burden on Call Takers and supervisory staff ● Meaningful operational capacity gains without requiring equivalent staffing growth
8. Initial Implementation & Support (Fees Waived) The following implementation, onboarding, and support services are included as part of this engagement
and
are
waived
during
the
initial
deployment
period.
Included Implementation & Onboarding Services
● Tenant configuration and environment setup ● Initial workflow and prompt configuration (up to 20 call types) ● Deployment planning and implementation coordination ● Testing, quality assurance, and deployment support ● Supervisor and administrator training ● Reporting configuration and analytics enablement ● Data storage and standard analytics access ● Integration scoping and coordination, where applicable ● Ongoing optimization, call type creation support, and Customer Success Scope of Included Services
This proposal includes:
● One Hyper production tenant ● Unlimited ongoing prompt refinement and workflow support is included. ○ Initial deployment is expected to prioritize approximately 20 call types to enable rapid
rollout
and
operational
validation.
● English, Spanish, and French language deployment ● Deployment aligned to existing DID routing ● Supervisor and administrator training and enablement ● Standard implementation and onboarding services ● Standard analytics and reporting access ● Ongoing technical and Customer Success support Implementation is designed to minimize operational and IT burden while enabling rapid time-to-value
through
a
phased
deployment
approach
aligned
to
agency
priorities
and
approved
workflows.
Additional integrations, languages, or professional services outside the defined scope may require
separate
scoping
and
commercial
review.
Exclusions
Unless otherwise stated, this proposal does not include:
● Third-party API or licensing fees associated with external systems ● Custom development outside standard implementation scope
● Dedicated on-premise infrastructure ● Custom integrations requiring separate engineering scope Any services requested outside the defined implementation and support scope may be delivered
on
a
time-and-materials
basis
at
a
rate
of
$250
per
hour,
subject
to
prior
written
approval
by
both
parties.
9. Data Ownership & Security
● All call data, recordings, transcripts, and metadata are owned by Santa Maria PD ● Hyper does not use customer data to train AI models ● Hyper provides transparency into call handling decisions and workflow logic through configurable
reporting
and
audit
visibility
● Data is securely stored with enterprise-grade encryption (in transit and at rest) ● SOC 2 Type II compliant ● Standard data retention is 5 years, configurable during implementation
10. Billing
&
Terms
Payment terms are Net 30. Customer will make payments when due in the form of a check, cashier’s
check,
or
wire
transfer
drawn
on
a
U.S.
financial
institution.
If
Customer
has
purchased
additional
Professional
or
Subscription
services,
payment
will
be
in
accordance
with
the
applicable
addenda.
Milestone Year Investment
1 Phase 1 Invoiced upon contract execution $24,999 2 Phase 2 Invoiced 5 months from the date of contract execution $59,999
3 Contract Year 2 Invoiced annually in advance of the year $109,999
4 Contract Year 3 Invoiced annually in advance of the year $109,999
Total (3-Year Term) $304,996 Customer affirms they have signatory authority to execute this contract. The contract price of $304,996
,
excluding
taxes,
is
fully
committed
and
identified,
including
all
subsequent
years
of
contracted
services,
if
applicable.
The
Customer
will
pay
all
invoices
as
received
from
Motorola
and
any
changes
in
scope
will
be
subject
to
the
change
order
process.
Motorola acknowledges the Customer may require the issuance(s) of a purchase order or notice
to
proceed
as
part
of
the
Customer’s
procurement
process.
However,
Customer
agrees
that
the
issuance
or
non-issuance
of
a
purchase
order
or
notice
to
proceed
does
not
preclude
the
Customer
from
its
contractual
obligations
as
defined
in
this
Agreement.
If Customer terminates this contractual commitment before the end of the 3-year term, for any
reason
other
than
Motorola’s
uncured
material
default,
the financial obligations shall be
governed
as
follows:
(a) Five Month Grace Period: Customer may terminate this commitment for convenience at any time
during
the
first
five
(5)
months
of
the
term
upon
30 days'
prior
written
notice
to
Motorola
without
incurring
the
termination
fee
described
in
subsection
(b)
below.
(b) Subsequent Period Termination Fee: If Customer terminates this commitment after the first five
(5)
months
but
before
the
end
of
the
3-year
term,
then
the
Customer
will
pay
to
Motorola
a
termination
fee
equal
to
the
difference
between
the
discounted
contract
price
received
and
Motorola’s
full
list
price.
This
provision
survives
the
expiration
or
termination
of
the
Agreement
and
applies
notwithstanding
any
contrary
provision.
Due to significant market and tariff volatility, as well as fluctuations in the cost of energy and raw materials
including,
but
not
limited
to,
steel,
copper,
finished
wood,
and
concrete,
Motorola
Solutions
reserves
the
right
to
equitably
adjust
the
contract
price,
completion
schedule,
and/or
contract
requirements.
Additionally,
Motorola
Solutions
reserves
the
right
to
apply
a
fuel
surcharge
to
quoted
freight
rates
based
on
the
prevailing
diesel
cost
at
the
time
of
shipment.
Inflation Adjustment. For multi-year agreements, at the end of the first year of the Agreement and
each
year
thereafter,
a
CPI
percentage
change
calculation
shall
be
performed
using
the
U.S.
Department
of
Labor,
Consumer
Price
Index,
all
Items,
Unadjusted
Urban
Areas
(CPI-U).
Should
the
annual
inflation
rate
increase
greater
than
3%
during
the
previous
year,
Motorola
shall
have
the
right
to
increase
all
future
prices
by
the
CPI
increase
amount
exceeding
3%.
All
items,
not
seasonally
adjusted
shall
be
used
as
the
measure
of
CPI
for
this
price
adjustment.
Measurement
will
take
place
once
the
annual
average
for
the
new
year
has
been
posted
by
the
Bureau
of
Labor
Statistics.
For
purposes
of
illustration,
if
in
year
5 the
CPI
reported
an
increase
of
8%,
Motorola
may
increase
the
Year
6 price
by
5%
(8%-3%
base).
Quote Validity
This quote is valid through July 31, 2026, and is contingent upon: ● the defined scope ● stated call volumes ● standard deployment assumptions ● mutually executed agreement terms
Final Scope & Agreement Final deliverables, implementation scope, support obligations, and commercial terms will be governed
by
the
executed
agreement
between
the
parties.
This proposal is subject to the terms and conditions of the Sourcewell #030425-MOT contract and
its
referenced
Additional
Terms
and
Conditions.
BY SIGNING BELOW, EACH PARTY ACKNOWLEDGES THAT IT HAS READ AND
UNDERSTOOD
THE
TERMS
OF
THIS
THE
AGREEMENT
AND,
FOR
GOOD
AND
VALUABLE
CONSIDERATION,
AGREES
TO
BE
BOUND
BY
THE
TERMS
AND
CONDITIONS
OF
THIS
AGREEMENT.
Santa Maria Police Department Motorola Solutions, Inc.
By: ________________________________ By: ________________________________ Name: ________________________________ Name: ________________________________ Title: ________________________________ Title: ________________________________ *I have authority to bind the Customer