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HomeMy Public PortalAboutcivic plus 2ervlce & License Agreement Contract Information Contact Information Organization City of Crestview, FL Stroot Address 198 North Wilson Stree URL www,cityofcrestview.org Address 2 City Crestview State Fl Postal 32536 CivicPlus provides telephone support for all trained clients from Tarn -7pm Central Time, MondayFriday (excluding holidays), Emergency Support is provided on a 24/7/365 heels for representatives named by the Client. Client Is responsible for ensuring CN1cPlus has current updates. Emergency Contact & Mobile Phone Thomas Sutton 850-612-5801 oncycontact&Mobile Phone 'Elizabeth Roy 850-682-1560 EmergencyContact & Mobile Phone Billing Contact Brenda Posey Plwna 850-682-1560 E.MaII brendaposeya@cityofcrestview,org EAA 247 Fax 850-682-8077 Billing Address 198 North Wilson Street Address 2 ay Crestview ST Code 32536 32536 Tax ID # 59-6000295 Exempt # 85-8012621551c8 Sales Tax Billing Tes Annual RAcco ant rmSolomon Grover ep Info Required on Invoice (PO or Job #) Contract Contact Elizabeth Roy Email elizabethroy@cityofcrestview.org Phone 850-682-1560 Ext. 250 Fax Project Contact Thomas Sutton Email thomassutton©cityofcreslview.org Phone 850-682-1560 Ext. 259 ONIftai Fax CivicPlus • 302 S. 4" Street, Suite 500 • Manhattan, KS 66502 • vnvw.C'rvMCPlus.00m Toll Free 888.22E-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785.587.8951 cpService & License Agreement for Crestview, FL Project Development terms & Conditions Invoicing & Payment Terms 1. As detailed In Exhibit A.1 — Project Development Scope of Work, one half of the total First Year Fee will be invoiced at the completion of the following phases: a. Phase 2: Website Layout — one half of the Total Fees Year 1. b. Phase 4: Customized Website Training - the remaining half of the Total Fees Year 1. 2. Year 2 Annual Services will be Invoiced one (1) year from contract signing. 3. Each year this Agreement is in effect, a technology investment, not to exceed, 5 percent (%) of the total Annual Services costs will be applied. 4. Payment I£ due 30 days from date of invoice. Unless otherwise limited by law, a finance charge of 2.9 percent (%) per month or $5.00, whichever is greater, Will be added to past due accounts, Payments received will be applied first to finance charges, then to the oldest outstanding invoice(s), 5. Client allows CivicPlus to display a "Government Websites by CivicPlus" insignia, and web link at the bottom of their web pages. Client understands that the pricing and any related discount structure provided under this Agreement assumes such perpetual permission. 8, tf a client change in timeline causes CivicPlus to Incur additional expenses (le. airline change fees), Client agrees to reimburse CivicPlus for those fees. Not to exceed $1,000 per ClvloPlus resource per trip. Agreement Renewal 7. This Agreement shall remain in effect for a period of one year (12 months) from signing. In the event that neither party gives 60 days' notice prior to the end of the initial or any subsequent term, this Agreement will automatically renew for an additional contract term. After 48 consecutive months under the terms of this contract and associated pricing, Client will be fully eligible for a CivicPlus Basic Redesign at no additional cost. 8. Either party may terminate the agreement at the end of the contract term by providing the other party with 60 days written notice prior to the contract renewal date. 9. In the event of early termination of this. Agreement by the Client after project Go Live, Client forfeits eligibility for the CP Basic Redesign and payment of services rendered (annual services will be prorated) Is due within 15 days of termination. 10. This Agreement may be extended to any municipality in the State of Florida to purchase at Agreement prices in accordance with the terms stated herein. Ownership & Content Responsibility 11. Upon full and complete payment of submitted Invoices for the Project Development and launch of the website, Client will own the Customer Content (defined aswebsite graphic designs, the page content, all module content, all Importable/exportable data, and all archived information). 12. Upon completion of the developmentof the site, Client will assume full responsibility for website content maintenance and content administration. Client, not CivicPlus, shall have sole responsibility for the accuracy, quality, integrity, legality, reliability, appropriateness, and Intellectual property ownership or right to use of all Customer Content. Intellectual Property 13. Intellectual Property of the CivicPlus Govemment Content Management System (GCMS®) will remain the property of CivicPlus. 14. Client shall not (i) license, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the GCMS® software In any way; (ii) modify or make derivative works based upon the GCMS® software; (Iii) create Internet "links" to the GCMS® software or "frame" or "mirror" any GCMS® administrative access on any other server or wireless or Internet -based device; or (Iv) reverse engineer or access the GCMS® software in order to (a) build a competitive product or service, (b) build a product using similar ideas, features, functions or graphics of the GCMS® software, or (c) copy any ideas, features, functions or graphics of the GCMS® software. The CivicPlus name, the CivicPlus logo, and the product and module names associated with the GCMS® software are trademarks of CivicPlus, and no right or license is granted to use them. CivicPlus • 302 S, 4th Street, Suite 500 • Manhattan, KS 66502 • www.CivicPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 V. PD 06.01,2015-0217 Page 1 of 2 cpService & License Agreement for Crestview, FL Indemnification Cllent,end ph igplus riIpall Qe(end,indemiiify and hold the othery. Partharmless,1% partnefs employees; hnd agents from grid against any and all lawsuits, claims, demands, penalties, losses, fines, liabilities, damages, and expenses Including attorneys fees of any kind, without limitation, In connection with the operations of and Installation of software contemplated by this Agreement, or otherwise arising out of or In any way connected with the CivioPlus provision of service and performance under this Agreement. This section shall not apply to the extent that any loss or damage is caused by the gross negligence or willful misconduct on the part of either party. Notwithstanding the above Indemnity language, Client does not waive any sovereign Immunity it has under Florida law and to the extent Client's liability for Indemnification is protected by sovereign immunity Client will have no liability for indemnification, Liabilities 16. CivicPlus will not be liable for any act, omission of act, negligence or defect in the quality of service of any underlying carrier or other service provider whose facilities or services are used in furnishing any portion of the service received by the Client. 17. ClvlcPlus will not be liable for any failure of performance that is caused by or the result of any act or omission by Client or any entity employed/contracted on the Client's behalf. 18. Client agrees that it Is solely responsible for any solicitation, collection, storage, or other use of end -users' Personal Data on the website. Client further agrees that CivioPlus has no responsibility for the use or storage of end -users' Personal Data in connection with the website or the consequences of the solicitation, collection, storage, or other use by Client or by any third party of Personal Data. Public Records 19. CivlcPlus shall comply with Florida public records laws, specifically to: a. Keep and maintain public records thot ordinarily and necessarily would be required by Client In order to perform the service. b. Provide the public with access to public records on the same terms and conditions Client would provide the records and at a cost that does not exceed the cost provided in Chapter 119, Florida Statutes or as otherwise provided by law. c. Ensure that public records that are exempt or confidential and exempt from public records disclosure requirements are not disclosed except as authorized by law. d. Meet all requirements for retaining public records and transfer, at no cost, to Client, all public records in possession of the contractor upon termination of the contract and destroy any duplicate public records that are exempt of confidential and exempt from public records disclosure requirements. All records stored electronically must be provided to customer, Client, in a format that Is compatible with the Information technology systems of Client. ClvlcPlus • 302 S. Ath Street, Suite 600 • Manhattan, KS 66502 • www.CivlcPlus.com Toll Free 888-228.2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 765.587.8951 V. PD 0&01,2015.0217 Page 2 of 2 Service & License Agreement for Crestview, FL Acceptance We, the undersigned, agreeing to the conditions specified in this document, understand and authorize the provision of services outlined in this Agreement, AntClie/j Date /rh -lS - lS CivlcPlus Date Sign and E-mail the entire contract with exhibits to: Contracts{iClvicPlus.com We will e-mail a counter -signed copy of the contract back to you so we can begin your project. CivicPlus does not require a physical copy of the contract, however, If you would like a physical copy of the contract, mail one (1) copy of the contract with original signature to: CivicPlus Contract Manager 302 S. 46 Street, Suite 500 Manhattan, KS 66502 Upon receipt of signed original, we will counter -sign and return the copy for your files. V. PD 06.01.2015-0217 ClvlcPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 66502 • www.CivlcPlus.com Toll Free 858.228.2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-567.8951 Page 3 of 2 CP Service & License Agreement for Crestview, FL Exhibit A - CIvlcPlus Project Deliverables All Quotes are In US Dollars and Valid until December 18, 2015. Project Development and Deployment Initial GQL/S® upgrades, maintenance, support and hosting — no additional cost Server Storage not to exceed 20 GB Project Enhancements CivleSend Annual Services (Continuing GCMS® System Enhancements , Maintenance, Support and Hosting) Billed 12 months from contract signing; subject to annual 5% Increase year 3 and beyond --Remainder of this page left Intentionally blank-- CivicPlus • 302 S, 4th Street, Suite 500 • Manhattan, KS 66502 • www.ClvicPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587.8951 V. PD 06.01.2015-0217 $14,593 Included $2,974 Exhibit A 1 of 4 Cp Service & License Agreement for.Crestview, FL Exhibit A.1 Project Development Scope of Work Kick Off Deliverable: Project Timeline, training jump start information, online forms, kick-off meeting CivicPlus will: • assign a project manager to this project • conduct a Project Kick-off to review awarded contract • establish communication plan for the duration of the project effort • work with Client to identify all key internal and external project stakeholders • develop project timeline • provide access to CivicPlus University (online training manuals, videos and other resources) for the Client staff Client will: • complete the following prior to Phase 1: Functionality and Design Form, Web Team Form and Content Form, Roles and Responsibilities Form and DNS Form • review and approve of project timeline within 5 business days • attend a kick-off meeting with key stakeholders or decision makers • if modifications are required after the review of the Initial project timeline, Client has 10 business days to address the modifications and come to a consensus" • approve the project timeline (limited to two reviews) prior to proceeding with the project • update the current primary live website content and delete any pages from the website that are no longer wanted or needed Phase 1: Website Optimization Deliverable: Website Optimization Meeting CivicPlus will: • communicate status to Client, key stakeholders and personnel via emalls or phone calls as needed • review the goals and expectations submitted on the forms Client completed to ensure Client needs are clearly understood • gather preliminary design data for use Client will provide: • statistics from the current website from the past 12 months (optional) • pictures to be used In the overall design of the new website • a list of all divisions and/or departments within the organization • a list of third -party and in-house developed applications presently being utilized on the current website • a site map or outline of the current website's navigational structure if possible • a list of any content on the current primary website that must remain as is (verbatim) because of legal. requirements Phase 2: Website Layout Deliverable: Website grayscale layout and mood board color pallet presentation CivicPlus will: • present one custom layout in grayscale form and one mood board color palette based on the goals determined in the previous phase. The presented layout will show the placement of the navigation, graphic button and feature areas. The mood board will reflect the color and imagery that will represent the tone of the design • begin development of the webslte design upon layout and mood board approval Client will: • approve one layout and the mood board • review marketing packet material and guidelines • Website Layout billing milestone complete ClvicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 63502 • www.CivicPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 V. PD 06.01.2015-0217 Exhibit A 2 of 4 C Service & License Agreement for Crestview, FL Phase iI: Website Reveal peliverable: Website tteslgtt ar'1d production website. CIvlcPlua presehf a. fully functional wet'Isite an a production URL:. m• igrate 57 content pages frbm IjEL to the production UFO_ • c• onduct a quallt review of the write td ensure the tbndtieneility ab pepbillty standar a are met • work:With Client to adjust design and Sargent work with Client to prepare Mr training r' migrat6 6urrent plus thepas€.three yedrs,Agendas & Minutes in MiortiAtrft Wbrd.DbC or Adobe PPP for(nat t llent woi: evaluate the website design and aoonterit and pthvtde ClvioPlas.with •feetlhaok. • bolleborate with Civiclus do propolidd,bhan6e4 , ' • tevlsb the ilebign sodording to the approved fimslind if revised design changes ape requested after the design approval tlmelkle date, the pro)eot s CO Li' date will be adjusted out(trhining and billing milestones will rehidili as pflt' approved timelihej provide Ciyibplus Wfll All the lidcessary bNS itehtti identified for the website F3hase 4., Days of Weliinar training torup 66. Stet Members debierable• Trdln System Adn(Inlstrator(a) op GCMS® Administration permisst6ns getting LIP groupe and users, Module administration. Baste Usert dlhing on pages,'ntodulo entried, applying mMulestb pages. Applied use and usability consulting to result in effective communication through your webslte. CIvlcPlus will: • provided training to Client before the website goes live • train up to 6 Client staff members based on internal daily tasks and workflow • train staff members on how to use the GCMS®, update content pages and modules Client will: • provide a location for training In Client with internet access • provide computers for staff to be trained on • Phase 4: Training billing milestone complete Phase 5: Go Live Deliverable: Custom website launched to the public. CivioPlus will: • address system Issues and bugs that Client finds • redirect the domain name to the newly developed websito as per approved timeline Client will: • test and update the final site as per approved timeline • notify CivioPlus on any system Issues or bugs found in the website Project Enhancements: CivioSend V. PD GSA 06.01.15-0217 CivioPlus • 302 S. 4° Street, Suite 500 • Manhattan, KS 66502 • www,ClvicPlus.com Tot Free 888.228.2233 • Accounting Ext, 291 • Support Ext. 307 • Fax 785-587-8951 Exhibit A 3 of 3 Service & License Agreement for Crestview, FL Project Development and Deployment Includes the Following: Modules Functionality • Agenda Center • Alerts Center & Emergency Alert Notification • Archive Center • Bid Postings • Slog • Business/Resource Directory • Calendar • Citizen Request TrackerTM (5 users) • Community Connection • Community Voice741 • Document Center • ePayment Center • Facilities & Reservations • FrequentlyAsked Questions • Forms Center • Intranet • Job Postings :. ..:. ....... .. .........: • My Dashboard • News Flash • Notify Me® email and 500 SMS subscribers • Photo Gallery • Quick Links • Real Estate Locator • Spotlight • Staff Directory V. PD 06.01.2015-0217 • Action Items Queue • Audit Trail / History Log • Automated PDF Converter • Automatic Content Archiving • Dynamic Breadcrumbs • Dynamic Sitemap • Expiring Items Library • Graphic Link Administration • Links Redirect • Menu Management • Mouse -over Menu Structure • Online Editor for Editing and Page Creation (WYSIWYG) • Online Web Statistics • Printer Friendly/Email Page • RSS • Site Layout Options •— Site Search & Entry Log • Slideshow • Social Media Integration (Facebook, Twitter, Instagram) • User & Group Administration Rights • Web Page Upload Utility • Webslte Administrative Log CivicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 68502 • www.CivlcPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 Exhibit A 4 of 4 CP Service & License Agreement for Crestview, FL Exhibit B — Rode Details CivicPlus Project Development Services & Scope of CP Basic Redesign Services for New design for all Items originally contracted for (main site, department headers and subsites) • Redevelop banner • Redevelop navigation method (may choose top drop -down or other options) 6 Design setup - wiretrame Redevelop graphic elements of website (Newsflash, FAQs, Calendar, etc.) • Project Management • Testing • Review Content Migration — Includes retouching of all existing published pages to ensure proper formatting, and application of new site styles. Note: Content will to be rewritten, reformatted or pages broken up (shortened or re -sectioned) - • Site styles and page layouts will be touched so all pages match the new design and migrate cleanly s Spelling and broken links will be checked and reported if unable to correct CivicPlus • 302 S. 4" Street, Suite 500 • Manhattan, KS 66502 • www.ClvlcPlus,com Toll Free 888-228-2233 • Accounting Ext. 201 • Support Ext. 307 • Fax 785-587-8951 V. PD 06.01.2016-0217 Exhibit S 1 of 1 `p Service & License Agreement for Crestview, FL. Exhibit C - Premium Included Hosting Data Center • •- • • • Highly Reliable Data Center Managed Network Infrastructure On•Site Power Backup & Generators Multiple telecom/network providers - Fully redundant Network - - -' • Highly Secure Facility • 24/7/365 System Monitoring Hosting • Automated GCMS® Software Updates • Server Management & Monitoring • Multi -tiered Software Architecture • Server software updates & security patches • Database servertpdates &security patches • Antivirus management & updates • Server -class hardware from nationally recognized provider • Redundant firewall solutions • High performance SAN with N+2 reliability Bandwidth • Multiple network providers In place • Unlimited bandwidth usage for normal business operations (does not apply in the event of a cyber attack) • 22 Gb/s burst bandwidth • Emergency After-hours support, live agent (24/7) • On-line status monitor at data center • Event notification emails Disaster Recovery • Guaranteed recovery TIME objective (RTO) of 8 hours • Guaranteed recovery POINT objective (RP()) of 24. hours • Pre-emptive monitoring for disaster situations • Multiple data centers • Geographically diverse data centers. DDoS Mitigation • Defined DDoS Attack Process • Identify attack source • Identify type of attack • Monitor attack for threshold engagement CivicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 66502 • www.CivicPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 786-667-8951 V. PH 00.01.2015-0217 Exhibit C 1 of 1 Service & License Agreement for Crestview, FL Exhibit b - Support and Maintenance Support Services CivicPlus' on -site support team Is available from 7:00 am to 7:00 pm CT to assist clients with any questions, concerns or suggestions regarding the functionality and usage of CivicPlus' GCMS® and associated applications. The support team Is available during these hours via CivicPius' toll -free support number and e-mail. Support personnel will respond to calls as they arrive (under normal circumstances, if all lines are busy, messages will be returned within two hours; action will be taken on e-mails within four hours), and if Clients customer support liaison Is unable to assist, the service escalation process Will begin. Emergency support is available 24-hours-a-day for designated, named Client points -of -contact, with members of both CivicPlus' project managementand support teams available for urgent requests. Emergency support is provided free -of -charge for true emergencies (ie: website Is down, applications are malfunctioning, etc.), though Client may Incur support charges for non - emergency requests during off hours (ie: basic functionality / usage requests regarding system operation and management). The current discounted rate Is $175/hour. CivicPlus maintains a customer support website that is accessible 24-hours-a-day with an approved client username and password, Service Esoalation Processes In the event that CivicPlus' support team is unable to assist Client with a request, question or concern, the issue is reported to the appropriate CivicPlus department. Client requests for additional provided services are forwarded to CivicPlus' Client Care personnel. Client concerns/questions regarding GCMS® or associated application errors are reported to CivicPlus' technical team through CivicPlus' issue tracking and management system to be addressed in a priority order to be determined by CivicPlus' technical team. All other requests that do not meet these criteria will be forwarded to appropriate personnel within CivicPlus' organization at the discretion of the customer support liaison. Included Services: Support Maintenance of CivicPius GCMS® 7 a.m. — 7 p.m. (CST) Monday — Friday (excluding holidays) 24/7 Emergency Support Dedicated Support Personnel Usability Improvements Integration of System Enhancements Proactive Support for Updates & Fixes Online Training Manuals Monthly Newsletters Routine Follow-up Check -ins CivicPlus Connection Install Service Patches for OS System Enhancements Fixes Improvements Integration Testing Development Usage License V. SM 06,01.2015-0217 CivicPlus • 302 S.4th Street, Suite 500 • Manhattan, KS 66502 • www.CivicPlus.corn Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 Exhibit D 1 of 1 pService & License Agreement for Crestview, EL Exhibit E - CivicPlus Service Level Agreement CivicPlus will use commercially reasonable efforts to make the GCMS® available with a Monthly Uptime Percentage (defined below) of at least 99.7%, in each case during any monthly billing cycle (the "Service Commitment"), In the event CivicPlus does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below. Definitions • "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month In which the CGMS, was "Unavailable," Monthly Uptime Percentage measurements exclude downtime resulting directly or Indirectly from any Exclusion (defined below). • "Unavailable" and "Unavailability" mean:. o The HTML of the home page ofthe site Is not delivered in 10 seconds or less 3 times in a row when tested from Inside our network and returns a status of 200. o The Main page of the site returns a status other than 200 or 302 3 times in a row. • ` -A "'Service Credit" is a dollar credit, calculated as set forth below, that we may credit back to an eligible account. ' Service Commitments and Service Credits Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments) for the month accordance with the schedule below. Monthly Uptime Percentage Service Credit Percentage Less than 99.7% 1% of one month's fee We will apply any Service Credits only against future payments otherwise due from you. Service Credits will not entitle you to any refund or other payment from CivicPlus. A Service Credit will be applicable and Issued only If the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided In the Client Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the service is the receipt of a Service Credit Of eligible) in accordance with the terms of this SLA. Credit Request and Payment Procedures To receive a Service Credit, you must submit a claim by opening a case with Support. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the Incident occurred and must include: 1. the words "SLA Credit Request" in the subject line; 2. the dates and times of each Unavailability incident that you are claiming; 3. the affected Site domains; and 4. Any documentation that corroborate your claimed outage. If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request Is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit. SLA Exclusions The Service Commitment does not apply to any unavailability, suspension or termination of GCMS®, or any other GCMS® performance issues: (I) that result from a suspension; (ii) caused by factors outside of our reasonable control, Including any force majeure event or Internet access or related problems beyond the demarcation point of CivicPlus; (ill) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) that result from any maintenance as provided for pursuant to the Client Agreement; or (v1) arising from our suspension and termination of your right to use the GCMS® in accordance with the Client Agreement (collectively, the "Sl..A Exclusions"). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may Issue a Service Credit considering such factors at our discretion. V. SLA 06.01.2015-0217 CivicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 66502 • www.CivlcPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785587-8951 Exhibit E 1 of 2 YID, Service & License Agreement -For Crestview, FL Disaster Recovery Feature Service Commitment CivicPius will use commercially reasonable efforts to make insure that in the event of a disaster that snake the Primary data center unavailable (defined below) Client site will be brought back online at a secondary data center (the "Service Commitment"). In the event CivicPlus does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below. Definitions • "Datacenter availability" is determined by Inability to provide or restore functions necessary to support the Service. Examples of necessary functions include but are not limited Cooling, Electrical, Sufficient Internet Access, Physical space, and Physical access. • A "Service Credit" Is a dollar credit, calculated as set forth below, that we may credit back to an eligible account. • Recovery Time Objective (RTO) Is the most anticipated time it will take to bring the service back online in the event of a data center event. • Recovery Point Objective (RPO) the amount of data lost that Is considered acceptable, Service Commitments and Service Credits Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront - - payments) for the month accordance with the schedule below. Recovery Time Objective 8 Hours Recovery Point Objective 24 Hours V. Sib; 06.01.2015-0217 Service Credit Percentage 10% of one month's fee Service Credit Percentage 10% of one month's fee CivicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 66502 • www•CivicPlus.com Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785.587-8951 Exhibit E 2 of 2 cp CivicMobile for Crestview, FL Client agrees to allow CivicPlus to display ClvicPlus Insignia within the custom developed app and available splash screen. Client will be Invoiced for the Total Project Development Fee and the Total 'Pi Year Annual Fee upon submission of the Sale Form. The Client will be Invoiced electronically through email. Upon request CivicPlus will mail invoices and the Client will be charged a $5.00 convenience fee. Annual fees for your CivicMobile are subject to the renewal terms of the original contract between CivicPlus and Crastvlew, FL. Acceptance We, the undersigned, agreeing to the conditions specified in this document, understand and authorize the provision of serviced outlined In this Agreement. / k Client ! Date CivicPlus Date Sign and E-mail the entire contract with exhibits to: Contraq[40CIyicPius corn We will e-mail a counter -signed copy of the contract back to you so we can begin your project. clvicPlus dons not require a physical copy of the contract, however, if you would like a physical copy of the contract, mail one (1) copy of the contract with original signature to: CivicPlus Contract Manager 302 S. h'h Street, Suite 500 Manhattan, KS 66502 Upon receipt of signed original, we will counter -sign and return thecopy for your files. --Remainder of this page left intentionally blank — Page 2 of 3 CivicPlus • 302 S. 4th St., Suite 500 • Manhattan, KS 66502 • www.ClvicPlus.com Toil Free 888-228-233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 CivicMobile for Crestview, FL CivicPlus Project Development Services & Scope of Services for CivicMobile - - AllrOuotes are in US Dollars and Wild through December 21, 2015 ProjectDetails . , -"': .. :, one t nib Fee Deeign & Project Overvletiy • Unique app Hanle (name of'dpp for on trunk &Android Market) • Unique design elements and Color scheme o Image'design for Icon screen p Splash page that will appear when launching the app o Banner that will appear across the top of app (Including text and background) a Background kground (Image & Coor) o Color of text under Icons •'Unlquemodule .appearance. .;.... •' '"o App navigation (which rnb&iles appear and In whet order they appear) o Name of modules a Icons associated with the modules $9,60o Discount -$2,750 Total Project Development Fee $2,750 Annual Support, Maintenance & Hosting Service. Include the Following: • Support o 7-7 (CST) Mon -Fri (excluding holidays) o 24/7 Emergency Support o Dedicated Support Personnel o 2-hour Response during Normal Hours o Usability Improvements. o Integration New & Upgraded Services o Proactive Support for Updates & Fixes o Online Training Manuals o Monthly Newsletters o Phone Consulting o CivioPlus Connection • Maintenance of CivicPlus Application & Modules o Install Service Patches for OS o Upgrades o Fixes o Improvements o Integration o Testing o Development o Usage License • Hosting o Shared WebtSQL Server o DNS Consulting & Maintenance o Monitor Bandwidth -Router Traffic o Redundant ISP o Redundant Cooling o Natural Gas Powered Generator o Daily Tape Backup a Intrusion Detection & Prevention o Antivirus Protection o Upgrade Hardware $1,950 • Annual Placement on Apple's runes Store and Android's Market Included Discount -$975 Total Annual Fee Increase $975 Page 1 of 3 ClvloPlus • 302 S. 4th St., Suite 500 • Manhattan, KS 66502 • www.CivicPlus.com Toll Free 888-228-233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951