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2023-150 PO 20240148-CivicPlus LLC
Purchase Order ,a CITY RECOR Fiscal Year 2024 Page: 1 of: 1 B' City of Ashland t 7rw s x. i I� �1� IATTN: Accounts Payable Purchase 20 E. Main L Ashland, OR 97520 Order# 20240148 T Phone: 541/552-2010 0 Email: payable@ashland.or.us V H C/O Information Technology Dep E CIVICPLUS, LLC I 90 North Mountain Ave N 302 S 4TH STREET, STE,500 p Ashland, OR 97520 O MANHATTAN, KS 66502 Phone: 541/552-2400 RT Fax: 541/552-2435 -iffrntieeS 5.2 =i=77 F _ itz 7 ajl6j --yi 3� aS]nT - _�§( — c .. _—® ::_. t _ _. � - �._.—Io �-§•gi-oj-_-�– :l= JasonWeiner einer i m —_ WeT-- 7µaWs— -II. 10/09/2023 • -.. 8085 FOB ASHLAND OR/NET30 Ci Accounts Pa able 0 Website Development Services 1 City Website Development Services 1.0 $171,977.18 $171,977.18 Not to exceed $171,977.18 Approved by the City Council August 15, 2023 Personal Services Agreement Completion date: September 25, 2024 Project Account: **.************ GL SUMMARY*************** 017200-604100 $171,977.18 F ' i.-- �ci"��� �•mow By:W.AaA014 Date: VO to 1W Authorized Signa 171977.18 ) FOR #3 M CITY OF A �� ues$for a Purchase Ord , ASHLAND REQUISITION / Date of request: , 10/06/2023 • Required date for delivery: Vendor Name CIVICPLUS,LLC ' Address,City,State,Zip Contact Name&Telephone Number SOLOMON GROVER,ACCOUNT EXECUTIVE,864-752-8897 Email address grover@civicplus.com r SOURCING METHOD . ❑ Exempt from Competitive Bidding '111 Invitation to Bid ❑ Emergency • ❑ Reason for exemption: Date approved by Council:_ ❑ Form#13,Written findings and Authorization . . ❑ AMC 2.50 _(Attach copy of council communication) ❑ Written quote or proposal attached ❑ Written quote or proposal attached _(If council approval required,attach copy of CC) ❑ Small Procurement ■❑ Request for Proposal Cooperative Procurement • Not exceeding$5,000 Date approved by Council: 08/15/2023 ❑ State of Oregon ❑ Direct Award _(Attach copy of council communication) Contract# ❑ Verbal/Written bid(s)or proposal(s) ❑ Request for Qualifications(Public Works) ❑ State of Washington Date approved by Council: Contract# _(Attach copy of council communication) ❑ Other government agency contract Intermediate Procurement ❑ Sole Source Agency GOODS&SERVICES ❑ Applicable Form(#5,6,7 or 8) Contract# . Greater than$5,000 and less than$100,000 ❑ Written quote or proposal attached Intergovernmental Agreement ❑ (3)Written bids&solicitation attached ❑ Form#4,Personal Services$5K to$75K Agency PERSONAL SERVICES Date approved by Council: ❑ Annual cost to City does not exceed$25,000. ' Greater than$5,000 and less than$75,000 Valid until: Date Agreement approved by Legal and approved/signed by ❑ Less than$35,000,by direct appointment 0 Special Procurement City Administrator.AMC 2.50.070(4) ❑ (3)Written proposals&solicitation attached 0 Form#9,Request for Approval ❑ Annual cost to City exceeds$25,000,Council ❑ Form#4,Personal Services$5K to$75K ❑ Written quote or proposal attached • approval required.(Attach copy of council communication) Date approved by Council: . Valid until:_ (Date) ' Description of SERVICES . WEBSITE DEVELOPMENT SERVICES-APPROVED BY COUNCIL AUGUST 15,2023 TOTAL COST' I $ 1.71,977,1-8, . • Item# Quantity Unit Description of MATERIALS Unit Price Total Cost 0 Per attached quote/proposal TOTAL COST $ Project Number - Account Number 0 1 7 2 0 0.6 0 4 1 0 0 Account Number • • Account Number • *Expenditure must be charged to the appropriate account numbers for the financials to accurately reflect the actual expenditures. IT Director in collaboration with department to approve all hardware and software purchases: 0 1/1/- 1T Direct6r Date Support-Yes/No ' By signing this requisition form,I certify that the City's public contracting requirements have been satisfied. Employee: Department Head: • (Equal to or gre er000) Department Manager/Supervisor: City Manager:. (Greater than$ , 00) Funds appropriated for current fiscal year: �/ NO 1� Pinanceirector- � l �'J u to or greater than$5,000) ate Comments: ' . Form#3-Requisition Kariann Olson From: Heather Rodriguez • , Sent Monday,'October 09,• 2023 12:34 PM To: Kariann Olson Subject FW:.New Veridors Attachments: W9 Stevenson:pdf;CP 2023 W9,pdf C •• See below vendors ready for use. . Heather Rodriguez,AccountsPayable . , City of Ashland • Finance Department 20 E Main St,Ashland,Oregon 97520',` •(541)552-2010 I TTY 800.735.2900, Heather.Rodriguez@ashland.or.us Onlineashland.or.us,social media(Facebook @CityOfAshlandOregon I Twitter @CityofAshiand). This email transmission is official business of the City of Ashland and it is subject to Oregon•Public Records Law for disclosure and retention If you have received this message in error,please contact me at(540552-2010.. 4 , ` From:Jesse Smith<jesse.smith@ashland onus>" , , Sent:Thursday,October 05, 2023 3:54 PM To: Bryn Morrison'<bryn.morrison@ashland.or.us> ) • ' Cc: Heather Rodriguez'<heather.rodriguez@ashland.or.us>' • ' - • 'Subject: FW: New Vendors From: Heather Rodriguez<heather.rodriguez@ashland.or.us> • Sent:Wednesday,October.4,2023 1:03 PM • To:Jesse Smith<jesse.smith@ashland.or.us> ,. Subject: New Vendors " • • The following new vendor(s)are now ready for review, W9 is attached and entered into TCM. . Vendor 8084-John Michael Stevenson Construction . - • +endor808 —CivicPlus, LL • Please let me know if you have any questions. 1 i Heather Rodriguez,Accounts Payable ' • City of Ashland Finance Department 20 E Main St,Ashland,Oregon 97520 (541)552-2010 I TTY 800.735.2900 Heather.Rodriguez@ashland.or.us ' Online'ashlandor.us;social media(Facebook @CityOfAshlandOregon.I Twitter @CityofAshland) • This email transmission is official business of the City of Ashland,and it is subject to Oregon Public Records Law for disclosure and retention.If you have received this message in error,please contact me at(541)552-2010.. J , . • • • • • PERSONAL SERVICES AGREEMENT CONSULTANT: CivicPlus,LLC CONTACT: Cole Cheever, Senior VP of Operations CITY OF ADDRESS: 302 S. 4th Street, Suite 500, �S H LAN D Manhattan, Kansas 66502 20 East Main Street TELEPHONE: 888-228-2233 Ashland, Oregon 97520 Telephone: 541/488-6002 EMAIL: bids@civicplus.com ACCOUNT EXECUTIVE: Solomon Grover EMAIL: grover@civicplus.com This Personal Services Agreement (hereinafter "Agreement") is entered into by and between the City of Ashland,an Oregon municipal corporation(hereinafter"City")and CivicPlus,LLC,foreign limited liability company ("hereinafter"Consultant"), for Website Development Services. NOW THEREFORE, in consideration of the mutual covenants contained herein,the City and • Consultant hereby agree as follows: 1. Effective Date and Duration: This Agreement shall become effective on the date of execution f on behalf of the City, as set forth below(the"Effective Date"), and unless sooner terminated as specifically provided herein, shall terminate upon the City's affirmative acceptance of Consultant's Work as complete and Consultant's acceptance of the City's final payment therefore, but not later than September 2 i,X40 2. Scope of Work: Consultant will provide website development and implementation, including associated systems and services as more fully set forth in the Consultant's Technical and Cost Proposals dated June 20, 2023, which are attached hereto as "Exhibit A" and incorporated herein by this reference. Consultant's services are collectively referred to in this Agreement as the "Work."Additional supplemental documentation incorporated herein are the CivicPlus Master Service Agreement attached as"Exhibit B-1" and the CivicPlus Statement of Work(Quote#: Q-45503-1, Q-36732-1, Q-36399-1, Q-45489-1, Q-44762-1) attached as "Exhibit B-2". 3. Compensation: City shall pay Consultant according to Exhibit B-1 but not to exceed sum of $171,977.18 (one hundred seventy-one thousand nine hundred seventy-seven dollars and eighteen cents) for Consultant's performance of all Work under this Agreement. In no event shall Consultant's total of all compensation and reimbursement under this Agreement exceed the sum of $171,977.18 (one hundred seventy-one thousand nine hundred seventy-seven dollars and eighteen cents) without the express,written approval from the City official whose signature Personal Services Agreement, Page 1 of 10 appears below, or such official's successor in office. Payments shall be made within thirty (30) days of the date of receipt by the City of Consultant's invoice. Should this Agreement be terminated prior to completion of all Work,payments will be made for any phase of the Work completed and as of the date of termination. 4. Supporting Documents/Conflicting Provisions: This Agreement and any exhibits or other supporting documents shall be construed to be mutually complementary and supplementary wherever possible. In the event of a conflict which cannot be so resolved,the provisions of this Agreement itself shall control over any conflicting provisions in any of the exhibits or supporting documents. 5. All Costs Borne by Consultant: Consultant shall, at its own risk,perform the Work described above and, unless otherwise specified in this Agreement, furnish all labor, equipment, and materials required for the proper performance of such Work. 6. Qualified Work: Consultant has represented, and by entering into this Agreement now represents,that all personnel assigned to the Work to be performed under this Agreement are fully qualified to perform the services to which they will be assigned in a skilled manner and, if required to be registered, licensed, or bonded by the State of Oregon, are so registered, licensed, or bonded. 7. Ownership of Work/Documents: Upon full and complete payment of amounts owed for Project Development under the applicable Statement of Work("SOW," as outlined in Exhibit A), City will own any website graphic designs, services content, module content, importable/exportable data, and archived information("Customer Content") created by CivicPlus on behalf of City pursuant to this Agreement. "Customer Content" also includes,without limitation, any elements of text, graphics, images,photos, audio,-video, designs, artworks, logos,trademarks, services marks, and other materials or content which City provides to CivicPlus for processing,transmission, storage, or inputs into any website, software or module in connection with any Services. Customer Content excludes any content in the public domain and any content owned or licensed by CivicPlus, whether in connection with providing Services or otherwise. Intellectual Property in the software or other original works created by or licensed to CivicPlus, including all software source code, documents, and materials used in performing the Services ("CivicPlus Property") will remain the property of CivicPlus. CivicPlus specifically excludes Customer Content. City shall not(i) license, sublicense, sell, resell, reproduce,transfer, assign, distribute or otherwise commercially exploit or make available to any third party any CivicPlus Property in any way, except as specifically provided in the applicable SOW; (iii) adapt, alter, modify or make derivative works based upon CivicPlus Property; (iii) create internet to the CivicPlus Property software or"frame"or"mirror" any CivicPlus Property administrative access on any other server or wireless or internet-based devise that may allow third party entities, other than City,to use the Services; (iv)reverse engineer, decompile, disassemble or otherwise attempt Personal Services Agreement, Page 2 of 10 • to obtain the software source code to all or any portion of the Services; (v) make any attempt to gain unauthorized access to the Services and/or any of CivicPlus' systems or networks; or(vi) access;any CivicPlus Property in order to: (a)build a competitive product or service, (b)build a product using similar ideas, features, functions or graphics of any CivicPlus Property, or(c) copy any ideas, features, functions or graphics CivicPlus Property. The CivicPlus name and logo, and the product and module names associated with any CivicPlus Property are trademarks of CivicPlus, and no right or license is granted to use them outside of the licenses set forth in this Agreement. w All CivicPlus helpful information and user's guides for the Services ("Documentation") are maintained and updated electronically by CivicPlus and can be accessed through the CivicPlus "Help Center.." CivicPlus does not provide:paper copies of its documentation. City and its users are granted a limited license to access documentation as needed. Customer shall not copy, download, distribute, or makederivatives of the documentation, unless given prior authorization by CivicPlus to the contrary. 8. Statutory Requirements: The following laws of the State of Oregon are hereby incorporated by reference into this Agreement: ORS 279B.220, 279B.230 and 279B.235. 9. Data Safeguards: a. Consultant shall access, store, and use Confidential Information solely for the purpose of providing the Work required by this Contract. b. Consultant shall maintain physical,technical, and administrative safeguards to protect Confidential Information against unauthorized access. c. Contractor shall not disclose Confidential Information to any third parties other than. Contractor's employees or approved subcontractors who have a legitimate need to access such Confidential Information and solely for the purpose of providing the Work, and only if such third parties are bound by confidentially and non-disclosure provisions no less restrictive than those set out in this Contract,including compliance with all applicable laws and regulations. 10., Indemnification: CivicPlus will defend at its expense or settle any third-party claim against the City. CivicPlus will pay infringement claim defense costs, CivicPlus-negotiated settlements amounts, and damages finally awarded by a court. CivicPlus has no obligation for any claim of infringement arising from City's use of the services for purposes not contemplated by this Agreement. CivicPlus's indemnification obligations are conditions upon the City (i)promptly notifying CivicPlus of any claim in writing; (ii) cooperating with CivicPlus in the defense of the claim; and(iii) granting CivicPlus sole control of the defense or settlement of the claim. The indemnification obligations of CivicPlus herein shall not apply to any claims of intellectual property infringement related to Client Content. 11. Termination: a. Mutual Consent. This Agreement may be terminated at any time by the mutual consent of Personal Services Agreement,Page 3 of 10 • both parties. b. City's Convenience. This Agreement may be terminated by the City at any time upon not less than thirty (60) days' prior written notice delivered by certified mail or in person. Due to the electronic nature of the Services, in no event, other than material breach of this Agreement by CivicPlus, shall a refund be granted,_in whole or in part, outside of the cancellation window,to include City's failure to utilize the Services, or CivicPlus' failure to meet any service level agreement set forth herein,unless such failure is intentional or malicious. c. For Cause. City may terminate or modify this Agreement, in whole or in part, effective upon delivery of written notice to Consultant, or at such later date as may be established by City under any of the following conditions: i. If City funding from federal, state, county or other sources is not obtained and continued at levels sufficient to allow for the purchase of the indicated quantity of services; ii. If federal or state regulations or guidelines are modified, changed, or interpreted in such a way that the services are no longer allowable or appropriate for purchase under this Agreement or are no longer eligible for the funding proposed for payments authorized by this Agreement; or iii. Ifany license or certificate required by law or regulation to be held by Consultant to provide the services required by this Agreement is for any reason denied,revoked, • suspended, or not renewed. d. For Default or Breach. . i. Either City or Consultant may terminate this Agreement in the eventof a breach of the Agreement by the other. Prior to such termination the party seeking termination shall give to the other party written notice of the breach and its intent to terminate. If the party committing the breach has not entirely cured the breach within thirty (30) days of the date of the notice, or within such other period as the party giving the notice may authorize in writing,then the Agreement may be terminated at any time thereafter by a written notice of termination by the party giving notice. ii. Time is of the essence for Consultant's performance of each and every obligation and duty under this Agreement. City,by written notice to Consultant of default or breach, may at any time terminate the whole or any part of this Agreement if Consultant fails to provide the Work called for by this Agreement within the time specified herein or within any extension thereof.Notwithstanding the foregoing, CivicPlus will not be liable or responsible for any delay in the time.or completion of the Services due to the action or inaction of the City. iii. The rights and remedies of City provided in this subsection (d) are not exclusive and are in addition to any other rights and remedies provided by law or under this Agreement. d. Obligation/Liability of Parties. Termination or modification of this Agreement pursuant to subsections a, b, or c above shall be without prejudice to any obligations or liabilities of either party already accrued prior to such termination or modification. However, upon Personal Services Agreement, Page 4 of 10 . • receiving a notice of termination(regardless whether such notice is given pursuant to Subsection a, b, c, or d of this section, Consultant shall immediately cease all activities under this Agreement, unless expressly directed otherwise by City in the notice of termination. Further, upon termination, Consultant shall deliver to City all documents, information,works-in-progress and other property that are or would be deliverables had the Agreement been completed. City shall pay Consultant for Work performed prior to the termination date if such Work was performed in accordance with this Agreement. 12. Independent Contractor Status: Consultant is an independent contractor and not an employee of the City for any purpose. Consultant shall have the complete responsibility for the performance of this Agreement. Consultant shall provide workers' compensation coverage as required in ORS Chapter 656 for all.persons employed to perform Work pursuant to this Agreement. Consultant is a subject employer that will comply with ORS 656.017. 13. Assignment: Consultant shall not assign this Agreement or subcontract any portionof the Work without the written consent of City. Any attempted assignment or subcontract without written consent of City shall be void. Consultant shall be fully responsible for the acts or omissions of any assigns or subcontractors and of all persons employed by them, and the approval by City of any assignment or subcontract of the Work shall not create any contractual relation between the assignee or subcontractor and City.Nothwithstanding the.foregoing, CivicPlus may assign and transfer all of its rights under this Agreement by a sale of a majority of its assets or merger upon notice to the City. In this event,the City has the right to terminate according to the"For Default or Breach" section. • 14. Default. The Consultant shall be in default of this Agreement if Consultant: commits any material breach or default of any covenant, warranty, certification, or obligation under the Agreement; institutes an action for relief in bankruptcy or has instituted against it an action for insolvency; makes a general assignment for the benefit of creditors; or ceases doing business on a regular basis of the type identified in its obligations under the Agreement; or attempts to assign rights in, or delegate duties under,this Agreement. 15. Insurance. Consultant shall, at its own expense, maintain the following insurance: a. Worker's Compensation insurance in compliance with ORS 656.017,which requires subject employers to provide Oregon workers' compensation coverage for all their subject workers b. General Liability insurance with a combined single limit, or the equivalent, of not less than $2,000,000 (two million dollars)per occurrence for Bodily Injury, Death, and Property Damage. c. Cyber Liability Coverage Consultant shall obtain and maintain throughout the term of this Agreement, at Consultant's sole expense, Cyber Liability and Technology Errors & Omissions insurance coverage with limits of not less than$2,000,000 (two million United States dollars) covering all costs and expenses arising directly or indirectly out of Consultant's Work under this Agreement for any of the following: Personal Services Agreement,Page 5 of 10 (i)Breach, access to, or disclosure of any confidential or personal information, including but not limited to,personal identifying information, financial account details,protected health information (PHI),passwords, or any other type of non-public information; and (ii) The loss of, damage to, corruption of, inability to access, or manipulation of data; and (iii). Any damages for notification costs, credit monitoring expenses, forensic expenses, public relations expenses, or any other loss; any damage to Customer's hardware or software; or related costs or expenses; and (iv) Loss of use of Customer's data,hardware, or software. d. Automobile Liability insurance with a combined single limit, or the equivalent, of not less than $1,000,000 (one million dollars)for each accident for Bodily Injury and Property Damage, including coverage for owned,hired or non-owned vehicles, as applicable. e. Notice of cancellation or change. There shall be no cancellation, material change,reduction of limits or intent not to renew the insurance coverage(s)without thirty (30) days' written notice from the Consultant or its insurer(s)to the City. f. Additional Insured/Certificates of Insurance. Consultant shall name.the City of Ashland, Oregon,and its elected officials, officers and employees as Additional Insureds on any insurance policies, excluding Professional Liability and Workers' Compensation, required herein, but only with respect to Consultant's services to be provided under this Agreement. The consultant's insurance is primary and non-contributory.As evidence of the insurance coverages required by this Agreement,the Consultant shall furnish acceptable insurance certificates prior to commencing the Work under this Agreement. The certificate will specify all of the parties who are Additional Insureds. Insuring companies or entities are subject to the City's acceptance. If requested, complete copies of insurance policies; trust agreements, etc. shall be provided to the City. The Consultant shall be financially responsible for all pertinent deductibles, self-insured retentions, and/or self-insurance. 16. Nondiscrimination: Consultant agrees that no person shall, on the grounds of race, color,religion, creed, sex, marital status, familial status or domestic partnership, national origin, age,mental or physical disability, sexual orientation, gender identity orsource of income, suffer discrimination in the performance of any Work under this Agreement when employed by Consultant. Consultant agrees to comply with all applicable requirements of federal and state civil rights and rehabilitation statutes, rules and regulations. Further, Consultant agrees not to discriminate against a disadvantaged business enterprise, minority-owned business, woman-owned business, a business that a service-disabled veteran owns or an emerging small business enterprise certified under ORS 200.055, in awarding subcontracts as required by ORS 279A.110. 17. Consultant's Compliance with Tax Laws: 17.1 Consultant represents and warrants to the City that: 17.1.1 Consultant shall,throughout the term of this Agreement, including any extensions hereof, comply with: (i)All tax laws of the State of Oregon, including but not limited to ORS 305.620 and ORS Chapters 316, 317, and 318; Personal Services Agreement, Page 6 of 10 (ii) Any tax provisions imposed by a political subdivision of the State of Oregon applicable to,Consultant; and (iii) Any rules, regulations, charter provisions, or ordinances that implement or enforce any of the foregoing tax laws or provisions. 17.1.2 Consultant, for a period of no fewer than six(6) calendar years preceding the Effective Date of this Agreement, has faithfully complied with: (i) All tax laws of the State of Oregon, including but not limited to ORS 305.620 and ORS Chapters 316, 317, and 318; (ii) Any tax provisions imposed by a political subdivision of the State of Oregon applicable to Consultant; and (iii) Any rules,regulations, charter provisions, or ordinances that implement or enforce any of the foregoing tax laws or provisions: 18. Notice. Whenever notice is required or permitted to be given under this Agreement, such notice shall be given in writing to the other party by personal delivery,by sending via a reputable commercial overnight courier,by mailing using registered or certified United Statesmail, return receipt requested,postage prepaid, or by electronically confirmed at the address or facsimile number set forth below: If to the City: City of Ashland Attn: Jason Wegner, IT Director 90 N. Mountain Ashland, Oregon 97520 541-552-2417 With a copy to: City of Ashland Legal Department 20 E. Main Street Ashland, Oregon 97520 541-488-5350 If to Consultant: CivicPlus, LLC Attn: Cole Cheever, Senior VP of Operations 302 S. 4th Street, Suite 500 Manhattan, KS 66502 888-228-2233 19. Governing Law. This Agreement shall be governed by the laws of the State of Oregon without regard to conflict of laws principles. Exclusive venue for litigation of any action arising under this Agreement shall be in the Circuit Court of the State of Oregon for Jackson County unless exclusive jurisdiction is in federal court, in which case exclusive venue shall be in the federal district court for the district of Oregon. Each party expressly waives any and all rights to maintain Personal Services Agreement,Page 7 of 10 an action under this Agreement in any other venue, and expressly consents that,upon motion of the other party, any case may be dismissed or its venue transferred, as appropriate, so as to effectuate this choice of venue. 20. Amendments. This Agreement may be amended only by written instrument executed by both parties with the same formalities as this Agreement. 21. Nonappropriations Clause. Funds Available and Authorized: City has sufficient funds currently available and authorized for expenditure to finance the costs of this Agreement within the City's fiscal year budget. Consultant understands and agrees that City's payment of amounts under this Agreement attributable to Work performed after the last day of the current fiscal year is contingent on City appropriations, or other expenditure authority sufficient to allow City in the exercise of its reasonable administrative discretion,to continue to make payments under this Agreement. In the event City has insufficient appropriations, limitations or other expenditure authority, City may terminate this Agreement without penalty or liability to City, effective upon the delivery of written notice to Consultant,with no further liability to Consultant.Notwithstanding the foregoing, in the event of termination due to non-funding,the City is still responsible for any invoices covering the initial project development fees, or for services already performed, and all such amounts owed shall become due according to the processes laid out in Section 3, "compensation." 22. THIS AGREEMENT AND THE ATTACHED EXHIBITS CONSTITUTE THE ENTIRE UNDERSTANDING AND AGREEMENT BETWEEN THE PARTIES. NO WAIVER, CONSENT,MODIFICATION OR CHANGE OF TERMS OF THIS AGREEMENT SHALL BIND EITHER PARTY UNLESS IN WRITING AND SIGNED BY BOTH PARTIES. SUCH WAIVER, CONSENT, MODIFICATION OR CHANGE, IF MADE, SHALL BE EFFECTIVE ONLY IN THE SPECIFIC INSTANCE AND FOR THE SPECIFIC PURPOSE GIVEN. THERE ARE NO UNDERSTANDINGS,AGREEMENTS, OR REPRESENTATIONS, ORAL OR WRITTEN,NOT SPECIFIED HEREIN REGARDING THIS AGREEMENT. CONSULTANT, BY SIGNATURE OF ITS AUTHORIZED REPRESENTATIVE,HEREBY ACKNOWLEDGES THAT HE/SHE HAS READ THIS AGREEMENT, UNDERSTANDS IT, AND AGREES TO BE BOUND BY ITS TERMS AND CONDITIONS. 23. Certification. Consultant agrees to and shall sign the certification attached hereto as "Exhibit C" and incorporated herein by this reference. IN WITNESS WHEREOF the parties have caused this Agreement to be signed in their respective names by their duly authorized representatives as of the dates set forth below. Personal Services Agreement, Page 8 of 10 CITY OF ASHLAND: CIVICPLUS,L C: �a6aiis2�eLC2 ,--1 By: By: L lJ 2 Sabrina Cotta,Deputy City Manager Signature 9/27/2023 Amy Vikander Date Printed Name Senior Vice President of Customer Success / Title ` Purchase Order N . d( xl I September 22, 2023 Date (W-9 is to be submitted with this signed Agreement) APPROVED AS TO FORM: , ic' Assistant City Attorney 9.19.23 Date Personal Services Agreement, Page 9 of 10 • EXHIBIT C CERTIFICATIONS/REPRESENTATIONS: Consultant, by and through its authorized representative, under penalty of perjury, certifies that(a)the number shown on the attached W-9 form is its correct taxpayer ID (or is waiting for the number to be issued to it and (b) Consultant is not subject to backup withholding because: (i) it is exempt from backup withholding, or(ii) it has not been notified by the Internal Revenue Service (IRS)that it is subject to backup withholding as a result of a failure to report all interest or dividends, or(iii)the IRS has notified it that it is no longer subject to backup withholding. Consultant further represents and warrants to City,that: (a) it'has the power and authority to enter into this Agreement and perform the Work, (b)the Agreement, when executed and delivered, shall be a valid and binding obligation of Consultant enforceable in accordance with its terms',(c)the work under the Agreement shall be performed in accordance with the highest professional standards, and (d) Consultant . is qualified,professionally competent, and duly licensed (if applicable)to perform the Work. Consultant also certifies under penalty of perjury that its business is not in violation of any Oregon tax laws, it is an independent contractor as defined in the Agreement, it is authorized to do business in the State of Oregon, and Consultant has checked four or more of the following criteria that apply to its business. x (1) Consultant carries outthe work or services at a location separate from a private residence or is in a specific portion of a private residence, set aside as the location of the business. X (2) Commercial advertising or business cards or a trade association membership are purchased for the business. X (3)Telephone listing,is used for the business separate from the personal residence listing. x (4) Labor or services are performed only pursuant to written contracts. X (5)Labor or services are performed for two or more different persons within a period of one year. X (6) Consultant assumes financial responsibility for defective workmanship or for service not provided as evidenced by the ownership of performance bonds,warranties, errors and omission (professional liability) insurance or liability insurance relating to the Work or services to be provided. . Consultant's signature September 22,2023 Date Personal Services Agreement, Page 10 of 10 , • CIVICENGAGE municipal websites • • CENTRAL • TECHNICAL .PROPOSAL • Municipal- Website Development • • City of.Ashland, Oregon PRESENTED" BY: • Solomon Grover, Account Executive 2:00:00 PM (PST), Thursday, July 20, 2023 • Is -r • C CIVICPLUS' 1 Ca CIVICPLUS. July 20, 2023 Jason Wegner, Director of Innovation and Technology Kari Olson, Purchasing Specialist City of Ashland 90 N. Mountain Avenue i Ashland, OR 97520 RE: Municipal Website Development. • Dear Mr.Wegner, Ms. Olson, and Selection Committee: Every interaction between a member of your community and your local government is an opportunity to create a positive civic experience.At CivicPlus, LLC (CivicPlus), our mission is to help make local governments work better.To do that,we build technology solutions to empower you and your staff to create digital interactions that are personal, one-stop,and frictionless. With CivicPlus'Municipal Websites Central (Web Central) content management system (CMS)Ashland won't simply be getting a website—you'll also obtain the tools to build a trusted and long-term relationship between you and your residents. By partnering with CivicPlus,you'll receive: •. Responsive design that is available to your residents from anywhere on any device • Comprehensive suite of modules and tools tailored to the functionality you need most • Guaranteed redesign after four years of service to keep your website fresh and innovative • Hands-on migration of existing content by, our team of experts • 24/7/365 emergency support with secure hosting and maintenance Your new website will be developed on the most robust and flexible CMS available.Web Central is an easy-to-use suite of cloud-based tools built specifically for.local government.You'll be able to inform and empower your residents and staff in more efficient ways. We welcome the opportunity to discuss our proposed solution for Ashland and answer any questions you may have about partnering with CivicPlus. Sincerely, SOLOMON GROVER ' COLE CHEEVER Enterprise Account Executive � , Senior VP of Operations • grover@civicplus.corn (authorized to bind CivicPlus) P:785.222.4856 I M: 864.752.8897 civicplus.com 302 South 4th Street,Suite 500 I Manhattan, KS 66502 1888.228.2233 I 785.587.8951 (fax) r . . Table of Contents Qualifications & Experience 1 Task List & Timeline for Website Development & Implementation 14 Migration, Training, Technical Support, and Maintenance Plans 20 References 43 Contractual Terms & Conditions 45 0 civicplus.com • EXHIBIT A Request for Proposals WEBSITE DEVELOPEMENT June 15,2023 Proposal.Submission Form The undersigned proposer submits this proposal in response to the City's Request for Proposals (RFP) for WEBSITE DEVELOPMENT released on June 15,2023. The proposer warrants that the proposer has carefully reviewed the RFP and that this proposal represents the proposer's full response to the requirements described in the RFP. The proposer further warrants that if this proposal is accepted, the proposer will contract with the City, agrees to the terms and conditions found in the attached contract and RFP or has submitted terms and conditions acceptable to the City, and will provide all necessary labor, materials, equipment, and other means required to complete the work in accordance with the requirements of the RFP and contract documents. The proposer hereby acknowledges the requirement to carry or indicates the ability to obtain the insurance required in the contract. Indicate in the affirmative by initialing here: C' ( The proposer hereby acknowledges receipt of Addendum Nos. 1 , 2 , 3 , 4 ,_to this RFP. Full legal name of company: CivicPlus,LLC Principle owner's name: CP PATTI,LLC Business Address: 302 S.4th Street, Suite 500,Manhattan,KS 66502 State and location of Kansas-See address above company headquarters: Year business established: June 1998 Telephone Number: 888.228:2233 Fax Number: 785.587.8951 Email Address: bids@civicplus.com Authorized Signature: Printed/Typed Name: Cole Cheever Title: Senior VP of Operations Date: June 23,2023 Page 19 of 27:RFP Website Development O r • Qualifloations & Experience • ,/ • • civicplus.com 1 , .. Company Overview CivicPlus History ,,,,,-_#4,,f,.,,, rt3,,j'icisiol 1 ,, ,,,, ' CivicPlus began in 1998 when our founder,Ward Morgan, decided to focus .,,, �} *11.,,' N on helping local governments work better and engage their residents pr �. �: ""•� J through their web environment.Over the years, CivicPlus has continued . a 5,5 .f'iji 1 I `\ to implement new technologies and merge with industry forerunners ir-4 i „r� ,T to maintain the highest standards of excellence andefficiency for our drf i "'u .{ i ; • Powering & Empowering Government • We empower municipal leaders to transform'interactions between residents and government into consistently positive experiences that elevate resident satisfaction,increase revenue,and streamline operations. Government leaders tell us that one of their most pressing needs is to improve how residents access and experience municipal services;Thowever,they struggle with budget cutbacks and technology constraints.CivicPlus enables civic leaders to solve these problems, making consistently positive interactions between residents and government possible. What sets us apart is our Civic Experience Platform.CivicPlus is the only government technology company exclusively committed to powering and empowering governments to efficiently operate, serve, and govern using our innovative and integrated technology solutions built and supported by former municipal leaders and award-winning support teams.With it, municipalities increase revenue and operate more efficiently while fostering trust among residents. Agenda Municipal and Meeting websites Management Codification Mass Notification System Open Records Accessibility Compliance Request Governing Serving and Web Govemance Operating . Code Enforcement, Recreation Permitting,Licensing Management Social Media Archiving 311 CRM Process Automation and Digital Services civicplus.com 3 Executive Summary. Streamline your processes and add self-service options to reduce calls and walk-ins with our easy-to-use CMS specifically designed for local government. CONTENT MANAGEMENT Provide access to your website from any device, screen size,and orientation with a responsive and optimized design. SYSTEM Ensure information is easily accessible for all your residents with a website that is highly compliant with the accessibility standards outlined within Section 508 and WCAG Level A&AA at go live. • Rely on a dedicated team of industry experts as they guide you through implementation. Lean on your consultant as they evaluate your specific needs and make recommendations for solutions to meet your goals. Collaborate with your art director to develop a design that captures your IMPLEMENTATION community's unique brand. Enhance your content for usability and accessibility with intuitive navigation as our Content Development Team performs a hands-on migration of content, documents,and images to your new website. Participate in personalized one-on-one education led by a CivicPlus trainer so you can confidently update your website long after launch. Maintain peace of mind with an enterprise-level hosting environment monitored 24/7/365 and backed by a guaranteed 99.9% uptime (excluding maintenance). Reach out to our award-winning,in-house Technical Support Team HOSTING, available via chat, phone, and email with your questions or access self- SECURITY, elf- SECURITY, & service tutorials and user guides on the CivicPlus Help Center 24/7/365. SUPPORT Receive continuous system updates to keep your system running at the optimal capacity. Partner with your customer successmanager who will help you use the tools and products CivicPlus offers to create an ongoing strategy to better engage your residents. • civicplus.com 4 Team Leaders • Our expert team leaders will coordinate qualified specialists who will work directly with you throughout your project r development and beyond. , i `°2, ; Tiffany oversees the strategic direction of CivicPlus products. She is invested in "ti,f our vision of building trust with government by providing consistently positive i ,, „ digital experiences. ti • ,i 'Education-BA Speech Communication,JD Pepperdine University School of j s-t. ,�f , Law TIFFANY Resume-Chief Technology Officer&General Manager,VP Operations&Global WI L L I A M S O N Segment Marketing,VP Global Segment Planning&Marketing, Director,Strategic Planning Senior Vice 15+Years Experience-Building and scaling SaaS platforms for the Government, President.of Education, and Legal markets Product <.'.6, Adam oversees the teams responsible for creating your Web Central website to t, ,` '•1 ensure you are satisfied with your end product and implementation experience. 4f:.+f 1” • This includes our implementation team managers, project managers,art directors,web content specialists,and resource teams. ADAM BLOCK Education-BS Business Administration Management; Economics Resume-Lead Project Manager; Financial Services Senior Director 10+Years Experience-Project Management; Business Management;Team of Professional Building;Customer Service Services" CDcivicplus.com CONFIDENTIAL 15 } Upon launch of your website to the public,Jeremy will assign a customer success manager to your account.Your dedicated customer success manager will partner with you to create an ongoing strategy to better engage your residents by utilizing the tools and products that CivicPlus has to offer. Education-BS Political Science. JEREMY Resume-Assistant Manager of Account Management;Solutions Specialist WILSON 5+Years Experience-Customer Service; Leadership Sales;Team Building Senior Director of Customer Success Jim has been with CivicPlus since 2009 and uses his over 20 years.of IT and security data management experience to manage the security and hosting reliability for our thousands of customers.Jim has been at the forefront of cybersecurity strategy and leadership, protecting local governments from the continually evolving cyber threats that exist today. al Education-BA Computer Information Systems JIM FLYNN Resume-Chief Systems Architect; Information Technology Director;Software Engineer Director of 20+Years Experience-Cybersecurity; Hosting; Network Infrastructure;System Information and Software Architecture Security civicplus.com CONFIDENTIAL I. 6 Project Team From project management to.design and development to training and support,a professional and experienced project team will assist you throughout the development process to ensure your project's success and your complete satisfaction. Based on our years of experience administering projects, it has become our policy to assign individual . team members at the project start that connect with your style and municipality's needs.As such,we do not provide names or resumes of team members during the RFP process. Rest assured that your project team,once assigned,will deliver the attention and effort you need and deserve to create a website that achieves your vision of success. Project Manager—Provides communication, establishes project plan,schedules project resources,facilitates project tasks, ensures . requirements are met according to scope Consultant—Examines current state, recommends solutions to Ashland's challenges, provides actionable steps for implementation Project Team Art Director—Establishes vision for website design,collaborates with graphic design team to create website design to meet your needs, coordinates design application to functioning website . Web Content Specialist—Guides content development process, ensuring application of best practices for usability and accessibility Project Manager Trainer—Educates your team to use the-Web Central system-and demonstrates effective use of tools and functionality Consultant Art Director .Web Content Specialist Trainer • • civicplus.com 7 Example Websites Developed byCivicPlus Steilacoom, Washington . STEILACOOM • IOW OF FIRSTS 9, ae, „ THE POWER OF ONE; CIVICPLUS PARTNERSHIP EMPOWERS STEILACOOM, WA Challenge: The City faced TO INNOVATE challenges with accessibility, When it comes to the Town of Steilacoom,"The Town ease-of-use, and customer of Firsts,"one is not the loneliest number;it is the most support. revered. Steilacoom was one of the first settlements north of the Columbia River and the first incorporated. Solutions: CivicPlus Recreation town in the Washington Territory, now the state of Management, CivicPlus Municipal Washington.Steilacoombecame the location of the first Websites, Monsido. Territorial Court,the first Protestant church,and the first school, public library, brewery,and jail in.Washington Territory. Result: Stakeholders save time by implementing easy-to-use Staying true to its origins as a trailblazing community on software and improving access the Western Frontier, Steilacoom continues to challenge to the public. itself to embrace innovation and find new ways to provide positive civic experiences for its residents. In 2013 Steilacoom took a significant step to modernize its digital front door by partnering with CivicPlus fora new municipal website.The most significant digital transformation impact on the community came when Kristal Gibelyou, Facilities Service Coordinator for the Town of Steilacoom,stepped up to take on a much broader workload. Smooth Website Redesign and Management Steilacoom's partnership with CivicPlus became even stronger when Paul Loveless,Town Administrator, Clerk, and Treasurer,was contacted to consider a website redesign. "CivicPlus said, 'Hey,you've had this website forever and you have a free premium upgrade in your contract,"' elaborated Gibelyou."I had stepped into the management of the website due to my affinity for technology. Between Paul,our IT,professional,and I,we made decisions on what we wanted it to look like,went through the approval process,then launched the new website." civicplus.com g • • The redesign and implementation went"very. • smoothly,"according to Gibelyou, and a number STEILA(OOM — -- -- — s• ! of residents even took the time to reach out and ® 1 .° compliment the website's new look and usability.With `_ • the new website in place, despite being a one-woman li! u 4 web department, "very little,like five percent,"of Gibelyou's time is spent on managing and updating the 0 t1 0 ' j' website. c' "We have an IT person who, if we have a big lift, —_ —r'< !•.� — - he's the one who takes care of that, but in,terms of content authoring and management, I am the primary person.We don't have a ton of major changes so my duties tend to involve updating the website every Friday with our Friday newsletter, and then,occasionally,we have somebody who,for example, in our Public Works Department wants to make sure residents know that we are paving the roads in a particular area, so I would make a news announcementabout that,"said Gibelyou. • Accessibility One Bite at a Time Steilacoom, a government agency, chose Monsido to enhance its website accessibility. CivicPlus reached out to Steilacoom to inform its leaders about the product's availability,as they were interested in improving accessibility. Maintaining ADA compliance and enhancing.inclusivity through accessibility online is challenging. Gibelyou found the accessibility module useful in weeding through potential concerns and addressing issues.CivicPlus support staff provided prompt responses,providing insight and resources for future use. Gibelyou highlighted the time-saving tools provided by Monsido,such as the fast-track tool,which saved time on fixing issues on 257 pages. Gibelyou recommends the CivicPlus Technical Support Team for websiteadministrators, ' scheduling introductory calls and taking one bite at a time. She also emphasizes the importance of keeping a website up-to-date and utilizing all available tools and resources. • The redesign and implementation went "very smoothly," according to Gibelyou and a number of residents even took the time to reach out and compliment the new look and usability. With the new website in place, despite being a one-woman web department, "very • little, like five percent," of Gibelyou's time is spent on managing and updating the site. Continuing to Trailblaze with Parks and Recreation Software that Serves Steilacoom,an active town,implemented Ci Plus'Recreation Management software to serve residents'online activities.The software was initially challenging due to its limitations for restaurant-based activities. However,the team's professionalism and support helped the Town build upon and customize the platform to its specific needs.The software offers various recreation programs for residents,from youth to seniors, promoting involvement and fitness. Gibelyou found the software intuitive and impressed by the CivicPlus Help Center,which is robust and helpful. She also recommends the software due to its excellent customer service. civicplus.com 9 Fayetteville, Arkansas• rk-411111.4 FAYETTEVILLE, AR, FEELS THE BENEFITS OF AN INTEGRATED, Challenge: The City faced CIVIC EXPERIENCE PLATFORM challenges with unreliable FROM CIVICPLUS software, customer support, and Fayetteville,Arkansas'second-largest city, is a siloed systems. vibrant community with residents actively involved in various activities. Located in the Ozark mountains,it Solutions: CivicPlus Agenda and offers outdoor activities, live music, art exhibits, and Meeting Management, Municode restaurants.Fayetteville ranks 7th on U.S. News and Codification services, CivicPlus World Report's"Best Places to Live"list for 20 • Municipal Websites, SeeClickFix 311 CRM, and Monsido Powered Transitioning to CivicPlus' Agenda by CivicPlus and Meeting Management Solution Has Saved the City Time Result: Stakeholders save time by implementing easy-to-use, Fayetteville City Clerk Treasurer Kara Paxton highlights connected systems and gain the importance of user-friendly software for large peace of mind from reliable • cities with multiple departments and stakeholders.The CivicPlus Agenda and Meeting Management Select software that enables positive solution has significantly reduced time spent on item experiences for staff and creation and adding items to.the agenda.The software• residents. also offers features like drag-and-drop files, renaming, • and form generation without exporting multiple PDFs. . Rapid and reliable customer support has been a significant benefit for Fayetteville,allowing staff with diverse • backgrounds to make changes without needing to send support tickets.The help center provided by CivicPlus includes step-by-step screenshots, allowing the city to focus on transparent and efficient public meetings for residents. "We knew there had to be something better out there, a solution that was more user friendly..Our department was looking for a software that required less time to push information out to the public." —Kara Paxton,Clerk Treasurer, Fayetteville,AR Integrated Technology and Flat-Rate Supplements from Municode Codification by CivicPlus® J Fayetteville's 5-year contract with Municode ended with Municode Codification,which offered comprehensive features and integration with CivicPlus products.The integration enables staff to push ordinances to the'legal team for codification and the city's online code of ordinances.The town also benefits from a search feature between Municipal Websites, Code of Ordinances,and Agenda and Meeting Management,increasing access and transparency for civicplus.com. • 10 residents and staff. Municode Codification also offers an annual flat supplement rate, reducing the time , spent on invoice calculations and ensuring seamless ° integration with other departments. Mobile-friendly Website and 311 CRM Software ©" ` S Fayetteville's municipal website, hosted by CivicPlus, mac• r 4 ----'� ,� offers residents online services like reporting ; concerns,applying permits,and managing services. � ,_, `_ • , `' � The website has improved navigation,accessibility, and mobile compatibility,with positive feedback from users.Additionally, Fayetteville utilizes Monsido,ensuring accessibility and compliance,and SeeClickFix 311 CRM for resident requests.This technology has earned the town the 2022 Trendsetter City award from Arkansas Municipal League. - Utilizing CivicPlus as a Technology Partner for Positive Civic Experiences CivicPlus offers benefits of integrating software programs, providing a seamless experience for residents.The company's website and agenda management and codification software have the most advantages compared to other options. Paxton feels like a partner, as the team actively seeks improvement and takes feedback to plan future improvements.This approach fosters ownership of the product and a sense of partnership, making it an exciting and comforting future for the organization. . civicplus.com 11 ( , Key West, Florida „*-4 ° -y �Q;:°”' LEVERAGES CIVICPLUS CIVIC EXPERIENCE ' Challenge: Replace outdated • PLATFORM FOR INTEGRATED technology with integrated COMMUNICATIONS MANAGEMENT functionality designed for local governments. Key West, Florida,attracts millions of tourists annually Solution: Implemented CivicPlus' for its white sand beaches and diverse population. website, 311 and citizen The island's leaders prioritize maintaining its historic community and creating positive civic experiences relationship management, and through integrated solutions with CivicPlus technology emergency mass notification partner. solutions. "CivicPlus has done a fantastic job of engaging Result: The City successfully customers,soliciting feedback,and using that feedback leveraged all three integrated to enhance its products." tools to help manage —City of Key West Web Specialist communications during Hurricane Elsa. A CivicPlus Website as the Foundation for Civic Communications The first component of the CivicPlus Civic Experience Platform that Key West implemented was a new Web Central website.The City of Key West Web Specialistrecalls that when the City was searching for a new website provider,it wanted a system that provided integrated functionality designed to fit the needs of local governments, but that also allowed for some flexibility and custom configurations presented with a modern, easily navigable interface. "We wanted more online capabilities for applications and communications with the public,"they said."Before CivicPlus, applications were only available on;our website as PDF forms. So a key factor in a solution partner was the ability to convert them to digital forms and help us improve our ADA compliance." Upon launch of its new website, Key West's residents immediately noticed and appreciated the aesthetic and functional improvements. "People loved how beautifully it was,laid out and how easy it was to navigate,"they said. Key West's CivicPlus website also helped the City meet its communication goals by using its CivicSend newsletter functionality and NotifyMe®subscription tool. CDcivicplus.com 12 el, . "The core group of citizens who live here year- IV- ear- � . kik 1 Aif `• round are a tight-knit community,"said the Web 1t' ` _! Specialist."Our long-term residents have been here for T F�.,. / - Nook, r. .,r, .: _ _ '_ , ' generations.They are the unspoken stakeholders in - '` our communit . Our newsletter helps us send targeted E 1, 1 . --11144,11304 fia.' ;';./ messages and gather feedback from citizens and i 'e' \�� ,Y ,.. -.w make the changes they want to see." 10: Streamlining the 311 and Citizen f Relationship Management Process - Key West implemented CivicPlus'SeeClickFix 311 and citizen relationship management solution to improve • resident communication with civic leaders.The City's manual process was time-consuming and difficult to understand. Key West IT Director says the implementation was a success,with department.leaders working with the system to meet'their needs.The City,has resolved over 1,100 requests using SeeClickFix. Keeping Residents Safe from Tropical Weather with CivicPlus' Emergency Mass Notification Solution . Key West,a warm and sunny US city,integrates CivicPlus'mass notification solution to communicate storm warnings, weather alerts, and instructions to residents.The GIS-driven software enhances communication about tropical weather, road closures,and accidents. • Leveraging the Full Capabilities of the Civic Experience Platform During Tropical Storm Elsa Key West's CivicPlus software stack faced challenges during Tropical Storm Elsa in July 2021. City leaders used the solution for emergency notifications, posting alerts on its website,and temporarily disabled all 311 software categories to report issues and repairs. Key West appreciated the convenience and consistency of a single integrated technology. partner,as well as CivicPlus'product enhancement updates and user engagement activities. • 0 civicplus.com 13 Task List Timeline for Website Development & Implementation / 1 civicplus.com 14 Task List • Approaching ;; Nrc Your Project co Implementation �" \F Communication between you and your Web Central team will be continuous throughout your project.Sharing input - and feedback through email,virtual meetings, phone a calls, and our project management software will keep all stakeholders involved and informed. Cloud Coach offers task management transparency with a multi-level work breakdown structure and Gantt Chart-based project plan. • . Centralized project communication and taskmanagement tools are located in a cloud-based project workspace • Tasks, deliverables, and milestones are aligned to your specific scope of work • The tools available through Cloud Coach combined with regular communication with your project manager provide you ample opportunities to quickly and efficiently review your project, check deliverables,and communicate feedback. Phased Approach • PHASE 1 : INITIATE Project Kickoff-During this initial meeting,your project manager will perform introductions,detail deliverables needed, provide a high-level overview of-the development process;and introduce tools and resources used to manage your project. Planning&Scheduling-Your project manager will create a comprehensive project timeline based on the project scope and your specific needs. . PHASE 2: ANALYZE • - Customer Deliverables-Ashland will be responsible for submitting deliverables as outlined. Consulting Engagement-During your consulting sessions,your consultant will meet with you to evaluate needs and make recommendations for implementation solutions.This consulting will help your organization facilitate the tough conversations that happen when you put a microscope to your current processes,%olutions,and website presence. Further;we will also guide you to set realistic timelines and tasks for implementation as well as assist you in setting goals and sustainment plans for your launch and beyond. civicplus.com 15 Design Discovery Meeting Your project manager and art director will meet with you to discuss design preferences and establish design structure from flexible layout options. Content Process Meeting—Meet with your project manager and web content specialist to detail our content development process. PHASE 3: DESIGN & CONFIGURE • Design Concept Development—You'll have the chance to review a responsive,functioning design concept prototype in an actual production environment.You Will have the opportunity to evaluate the presented design concept and collaborate with your project team on any feedback and then final approval. Content Development—Our Content Development team will migrate the agreed upon number of pages of content (including their text, documents, and images)from your current website to your new,Web Central website. Content • will be enhanced for usability and accessibility,and we will organize your website pages to make them easy to navigate. Agendas&Minutes Migration—The Content Development Team will download,'upload, and organize an agreed upon number of meetings to the Agenda Center module. Website Completion—Ashland will receive a completed production website featuring your approved design combined with the finished content. PHASE 4: OPTIMIZE Website Finalization—Both.the Web Central project team and you will prepare your website for launch.During this time,you will be able to make final adjustments to thecontent on your production website, as well as ensure overall satisfaction with your website. PHASE 5: EDUCATE Training Engagement—Our goal with your training plan is to give your staff the skills and tools they need to quickly and easily keep your website current.Your trainer will deliver virtual and/or on-site training sessions for both administrators and users.These sessions will be customized to equip your staff with the knowledge and comfort level needed to prepare your website for launch and maintain it in the future.The training session will utilize your production website, so users are familiar with your specific configuration and you get real, hands-on learning opportunities. In addition,your trainer will go into a deep-dive of the department-specific software modules such as Facilities and Activities with Parks and Recreation, Jobs with HR,and Bids with Procurement in your Advanced User Training. PHASE 6: LAUNCH Website Launch Confirmation Meeting—Your Web Central project team confirms all the details that are necessary to take your website live and explain what you can expect on launch day. Website Launch—After final confirmation,your website will be made live and available to the public. 0 civicplus.com 16 Your Role During Implementation To help create the strongest possible website,we will need you to: • Gather photos and logos that will be used in the overall branding and design of your new website • Provide website statistics to be utilized in reorganizing your website content, navigation,and design (if available) • Complete the Design Form to communicate design preferences • Provide technical information in the DNS form for the set-up of your website domain name(s) • Perform reviews and provide official approvals throughout the project • Update the content on your current website and delete any pages you no longer need • Track website updates to be completed during your training session • Ensure you have the most up-to-date web Mai browsers installed on your organization's aff computers • Compile a list of your website users and desired permission levels .— • Reserve training location and necessary.resources ` V (computers,conference phone, etc.) 48-Month Redesign At CivicPlus,we understand trends change daily and we continually analyze different ways to design our websites— making it easier and more user friendly for your residents to navigate. One of our best practices to help keep up with these new trends is by adding a redesign to your project. Unlike other vendors, our redesignsaren't just changes in the colors or some of the buttons as your staff can do that independently.With a CivicPlus recurring redesign,you can receive a completely brand-new website design and layout after every 48 months of continuous service during our partnership. During the redesign,you'll also receive a quality control review to ensure content is as expected with the new design application (although no changes will be made to the content itself).With this new design,you'll stay up to date with current trends and best practices, providing a welcoming yet familiar virtual hub to engage your community. civicplus.com 17 Implementation Timéline Web Central Premium Project - Design creation,content development, professional consulting,configuration for usability and accessibility,dedicated training—CivicPlus delivers all of this and more during the development of your new website. • A typical premium project ranges from 16-28 weeks.Ashland's exact project timeline will be created based on detailed project scope, project enhancements purchased,availability for meeting coordination, action item return and completion,approval dates,and other factors.Your project timeline,tasks,due dates, and communication will be managed and available in real-time via our project management software, Cloud Coach. PHASE 1 : INITIATE • Project Kickoff Meeting 2-4 Weeks • Planning &Scheduling • Customer Deliverable Submission • Consulting Engagement,, PHASE 2: ANALYZE4-6 Weeks • Design Discovery Meeting • Content Process Meeting' • Design Concept Development • Design Concept Meeting • PHASE 3: DESIGN & 6-10 Weeks • Content Development CONFIGURE • Agendas&Minutes Migration • Website Completion PHASE 4: OPTIMIZE 1-2 Weeks • Website Finalization PHASE 5: EDUCATE 1-2 Weeks • Training Engagement PHASE, 6: LAUNCH • Launch Confirmation Meeting 2-4 Weeks • Website Launch Separate Implementation Plans for CivicPlus' Value-Added Solutions Above is our sample timeline for a Web Central project. Each solution purchased under the Civic Experience Platform will have it's own separate timeline and project team.The number of weeks for the implementation process can vary for each solution.Within 10 days of contract signing,your implementation consultant for each separate CivicPlus solution will meet with you to establish your customized project schedule and coordinate communication channels and meetings/tasks to be completed with you and your staff members. civicplus.com 18 Premium Package Designs You will meet with your art director to discuss your website vision based on the goals and needs of your users.This process involves conversing with your art director on the order, placement,and format of your homepage content and • design elements,aimed at achieving your usability goals.Your preferences will be solidified into a homepage layout wireframe,which will provide the structural blueprint for the visual design application. We will then collaborate with you to customize your design to represent your community using your logo,chosen colors, and imagery.We will focus on including the functionality to meet your website needs,including an option for up to one advanced design,if desired,component—a layout or design element that requires significant time to style and implement.Working with your art director,you'll identify the appropriate component,if desired,to achieve or enhance the usability goals for your website. - ' DESIGN EXAMPLES The included design portfolio will provide you with an idea of the different directions we can take your creative design with the premium implementation package. • l� vv-- N. "mow•s• (9'.- ...'rev #i5,,.. a�u `,w S11" f—i L iCO MIDocer4wwi r�._»,I,- _•_.._ DUBLIN .. -- .- 1 - J- . . DUBLIN - '- _- YvA _ ma )Q Middletown,RI Dublin,CA middletownri.com dublin.ca.gov ' I:'A'df,.. .'..• '''': , , tv:, Os f , -` zt::14,,,---,:.7-7, ...,--,-,4---a/ - ' -- . ` ''. `F 42,111.1111.31 ;:74: 1 -d '.tea �� ..,e... .a....w.._ ...... ....,.._. I U.coming Events __.... - I . —' Orange,TX Botetourt County,VA orangetexas.gov botetourtva.gov 0 civicplus.com 19 Migration, Training,, Technical Support, and Maintenance r Plans civicplus.com 20 • • Migration Process • CONTENT Up-to-date content is critical to guaranteeing the information available on your website is relevant,fresh,and on-point for your visitors. Before CivicPlus begins on your new website,take the following steps to ensure your new website will be current: • Update the content on your live website.This includes everything a user might have access to if they were to physically visit an office, like contact information,forms, and documents. • Delete any pages from your live:website that you no longer want/need. • Provide CivicPlus with a list of pages you do not want pulled over to your new website (optional). • The Content Migration process is a manual process performed by our team of Web Content Specialists. Pages of content are migrated from Ashland's existing website to your Web Central website paying close attention to how the information is organized,structured,and presented as well as utilizing best practices for optimization and accessibility. No new content will be created by your Web Content Specialists. After CivicPlus completes the content development process,we open up the website for you to review.Our goal is to 'provide you with a solid foundation for content that you may build upon during training and further customize to fit your community's unique needs. AGENDAS AND MINUTES The Content Development Team will download, upload,and organize up to 100 Meetings Worth of Agendas&Minutes to the Agenda Center module. PDF and DOC format migrated, HTML agendas will not be migrated unless youu can submit HTML agendas as PDFs before content preparation and update deadline). • • Training/Consulting • IMPLEMENTATION .TRAINING. A CivicPlus trainer will provide virtual training to web administrators and departmental users in Ashland,equipping them with the necessary knowledge and tools to maintain the new Web.Central website.The training plan is customized to meet•the needs and skill levels of the users and administrators.The training sessions will utilize the production website,ensuring familiarity with the new website and managing the Web Central content management system software.Work sessions are designed for groups to learn the software and consult with the trainer on specific areas. Department-specific software widgets,such as Facilities and Activities,Jobs,and Bids,will be covered. civicplus.com 21 • Actions • Pages Live Edit-Your CivicPlus trainer will introduce you to our unique front-end:editing tools and our dynamic widgets. Learn how to change navigation,edit content, add and remove pages, and how to set up content for easy maintenance. • Modules-Your CivicPlus trainer will introduce you to all of the modules included in your Web,Central platform.All stakeholders will not only learn how to use the module, but how to use it to accomplish the common tasks they do most frequently on the website,and how to do it as efficiently as possible. • Admin Tools-All website tools, analytics, permissions, user management,and enterprise level settings will be taught in a special session with Admins and reinforced throughout the engagement. • Work Session-Our trainers believe that learning isn't optimal without doing, so they will incorporate work session time into each session to ensure your staff is getting the hands-on experience needed to reinforce the learning and make it stick.-As an added benefit,they encourage working on real content,which means you will be that much closer to the end goal by the end of training'! • • Optional Training . j ' CivicPlus does offer refresher training after your website launches.These can be purchased as a one-time refresher, or on a recurring,annual basis. • Online, Self-Service Help Center CivicPlus customers have 24/7 access to our online Help Center where users can review articles, user guides, FAQs, and can get tips on best practices.The Help Center also provides our release notes to keep you in the loop on upcoming enhancements and maintenance.The Community Forum allows your staff to interact with each other, send CivicPlus feedback and suggestions for future system enhancements, and view trending topics. CONTENT CONSULTING Without usable and accessible information,you Will simply have a pretty website that doesn't help you serve your constituents. Great content transforms your website into a useful tool you can utilize to effectively communicate with your community and do business with your constituents. During your Content Consulting engagement, one of our expert web consultants will help you perfect your website content to meet current usability and accessibility standards.We can do the heavy lifting---protecting your valuable time and reducing the effort needed from your team to prepare your website for launch. • With'Content Consulting,we will work collaboratively with you to: • Establish and confirm goals for your new website • • Map the approval process to•be used during your website project • Explain the content migration process • Outline website architecture, global navigation,graphic buttons, and other navigational elements • Assess current content and create an action plan to address value-added content, content to remove, content • . gaps, best practices, and usability and accessibility civicplus.com 22 • ' - I Technical Support & Maintenance Plans With technology, unlimited support is crucial.Our live technical support engineersbased in North America are ready to answer your staff members'questions and ensure Support ata Glance their confidence.CivicPlus'support team is available • 7 a.m.-7 p.m.CST to assist with any questions or concerns Technical support engineers available regarding technical functionality andusage of your Web 7 a.m.-7 p.m. (CST) Monday-Friday Central website. (excluding holidays) _ • Accessible via phone, email, and chat • 4-hour response during normal hours CivicPlus Technical Support will provide a toll-free number, • 24/7 emergency technical support for online chat support, as well as an online email support system for users to submit technical issues or questions. named points of contact • If the customer support specialist is unable to assist with Dedicated customer success manager -• Online self-service help with the CivicPlus the question or issue,the three-tier escalation process will begin to report issues to our product engineering team for Help Center(civicplus.help) resolution. Emergency technical support is available 24/7 for designated, named points-of-contact,with members of CivicPlus' support teams available for urgent requests. • • AWARD-WINNING CivicPlus has been honored with two Gold Stevie°Awards,three Silver Stevie° Awards, and seven Bronze Stevie°Awards in the categories of Front-Line Customer Service Team of the Year-Technology Industries, Customer Service Training or Coaching Program of the Year-Technology Industries, Customer Service Department of the Year-Computer Software-Up to 1,000 Employees, Most Valuable Response by a Customer Service Team (COVID-19), Best Customer Satisfaction Strategy, and Remote Customer Service Innovation of the Year.The Stevie Awards are the world's top honors for.customer service, contact center, business development,and sales professionals. CIVICPLUS HELP CENTER CivicPlus customers have 24/7 access to our online Help Center where users can review articles, user guides, FAQs, and can get tips on best practices. Our Help Center is continually monitored and updated by our dedicated Knowledge Management Team to ensure we are providing the information and resources you need to optimize your solution. In addition,the Help Center provides our release notesto keep your staff informed of upcoming enhancements and maintenance. . civicplus.com • 23 • ENGAGEXCHANGE The ENGAGEXCHANGE is an online community and the central hub of a `'., ideas,guidance,tips, advice, and more for our Web Central customers. It, - " • reflects our commitment to: 4 Connection—Customers can connect with their peers to ask questions, discover solutions,share ideas,and join focus groups and beta opportunities. Direction—Customers will have the opportunity to provide targeted input on the future direction of the Web Central roadmap and will be able to .+' submit ideas for improvements and enhancements. s Mfr CONTINUING PARTNERSHIP We won't disappear after your website is launched.You'll be assigned a dedicated customer success manager.They will partner with you by • providing information on best practices and how to utilize the tools of your new system to most effectively engage your residents. MAINTENANCE CivicPlus is proactive in identifying any potential system issues.Through regularly scheduled reviews of site logs, error messages,servers, router activity,and the internet in general,our personnel often identify and correct issues before they ever affect our customers'web solutions.Our standard maintenance includes: • Full backups performed daily • Regularly scheduled upgrades including fixes and other enhancements • Testing • Development • Operating system patches • 0civicplus.com 24 • Hosting & Security CivicPlus protects your investment and takes\hosting and security of our customers'websites seriously. Redundant power sources and Internet access ensure consistent and stable connections.You'll find that our extensive,industry- leading process and procedures for protecting and hosting your website.are unparalleled.We offer secure data center facilities,constant and.vigilant monitoring, and updating of your system,including 99.9% guaranteed up-time (excluding maintenance). _ If you experience a DDoS attack or threat, CivicPlus has mitigation and DDoS Advanced Security options available to you at,the time of an event.Whatever your needs are we have an option that will be a fit for your community. • Highly reliable data center&secure facility • Managed network infrastructure • On-site power backup&generators Data Center • Multiple telecom/network providers - • Fully redundant network • System monitoring - 24/7/365 • Multiple network providers in place • Burst bandwidth.- 22 Gb/s Bandwidth - . • Unlimitedbandwidth usage for normal business operations (does not apply in the . event of a cyber attack) • Engage software updates • Server management&monitoring • Multi-tiered software architecture • Serversoftware updates&security patches Hosting • Database server updates&security patches • Antivirus management&updates • Server-class hardware from nationally recognized provider • Redundant firewall solutions • High performance SAN with N+2 reliability • • Emergency after-hours support, live agent (24/7) • On-line status monitor by Data Center • 8-hour guaranteed recovery TIME objective (RTO) Disaster Recovery • 24-hour guaranteed recovery POINT objective (RPO) • Pre-emptive monitoring for disaster situations • Multiple,geographically diverse data centers • Defined DDoS Attack Process DDoS Mitigation. • Identify attack source and type • Monitor attack for threshold*engagement DDoS Advanced • Not Included -additional coverage available at time of event (fees will apply) Security Coverage • Additional fees will apply *Thresholds:Traffic exceeds 25 Mb/s sustained for 2+ hours.Traffic over 1 Gb/s at any point during attack civicplus.com. 25 Written Guarantee. Scope of Services/Website Functionality & Performance Requirement Yes/ Comment No 1.The proposed CMS should meet the following requirements User-friendly interface that enables our The Web Central CMS is designed for ease of use for all users in all team to easily add, edit, and manage Yes areas. No need for knowledge of HTML to update pages or images website content without extensive with drag and drop creation of content. i technical knowledge or training. Based on user permissions, new pages and sections can be added Ability to add new pages, sections, and within the menu navigation,as well as)through the site map. Yes functionality to the website as needed. Additional content and module functionality can be added to any page using our drag-and-drop widgets. Web Central includes advanced content management features, including content versioning,workflow management, and content scheduling.The CMS supports the ability to create and store multiple versions,enabling site authors/users to easily change and Advanced content management store as many versions as needed.Workflow and approvals are features, such as content versioning, handled through,Group Administration. Multiple permission levels Yes workflow management, and content can be set for any and all content on the website.When an Author scheduling. submits something for approval,email notifications and Dashboard notifications are seen for approving members.Approving members have the ability to access the content for publication. Every piece of • content can be set with a publish and unpublish date. In some cases, like alerts,you can determine the publish and unpublish time as well. Integration with third-party systems Third-party content and apps can be embedded on the site using the and applications, such as social mediaYes custom HTML widget.This includes social media feeds,scripts for platforms,analytics tools,and email analytics tools, and embeds for email marketing service sign-ups. marketing services. Our solution is permissions based, meaning workflow and approvals are handled through Group and User Administration. Permission groups for your staff can be set as Author(Save and Submit), Security and access control features Publisher(Save and Publish), Owner(system administrator access that allow us to control who can access for a controlled area), as well as the Full System Administrator. and edit website content. Multiple permission levels can be set for all content on the website. These permission levels include removing guest rights to any pages, documents or modules allowing it to only be viewed by those in your organization through the use of a login and password (or AD integration). Robust documentation and training CivicPlus will,present a fully functional website and access to materials to support our team's use of Yes ongoing training and support resources through our robust Web the CMS. Central Help Center. civicplus.com 1 26 • • 2.Citizen Request Management/311 solution Online forms are easily created and used by residents to submit service requests.These forms are referred to as request categories. Easy-to-use online forms for residents Request categories can be internal, external, and private. Number of Yes request categories are unlimited to accommodate workflow needs. In to submit service requests. addition,the organization can configure secondary questions to ask about private or public property or provide the resident reporter with additional information about that category in a message. SeeClickFix provides a productized hosted integration with Integration with the city's asset Cartegraph OMS. Resident requests are instantly routed and passed management system (Cartegraph)to into Cartegraph OMS through a two-way integration that keeps the enable real-time updates on the status Yes city and the resident requester up to date.This provides a front- • end public-facing portal for the customer to track all requests while of service requests. automatically integrating the requests with the customer's back-end asset management system. Mobile access to the system for city The user interface for both the resident experience and the staff staff to manage and respond to service Yes experience are fully mobile responsive.Staff may login to the requests. solution from mobile device to update and respond to requests. Dashboard and reporting tools. Reports are available for category,source, and assignee,with details for tracking and analyzing service Yes on status,open time, resolution time, etc. Request data may also be requests. shared via API to 3rd party dashboards and reporting tools. Integration with the website's search Web Central site search results will index the title and keywords of function to enable residents to search the webpage(s) 311 CRM embed(s) are included on,which can be for service requests related to a No category specific.The optional enhancement of Chatbot would allow specific address or location. residents to search for a specific request type and submit a new request. The ability to notify residents of the A customer can see the status of their requests in the native mobile status of their service request via email Yes app, but we do not send push notifications for status changes. • or text message. Status changes are sent to customers via email. i 3.Agenda and Meeting Management Agenda &Meeting Management Select will manage your entire calendar of meetings inside our events module.When new agendas A calendar of upcoming city meetings are created,they are either linked to existing events, or a one-time and events,with the ability to filter by Yes event can be created.Within Select,events cannot be filtered by date, location, and topic. location pr topic.The Select to Web Central calendar integration automatically syncs events from within Select to a corresponding Web Central calendar.Within Web Central, events may be filtered by calendar category and searched by date, location, and meeting title. Select allows users with the appropriate permissions to publish the agenda, packet and minutes files to the public portal.Once , The ability to view and download published,citizens can elect to download the PDF versions of the meeting agendas and minutes. Yes documents,or view an interactive HTML version of the agenda with a side-by-side view of the meeting video,video bookmarks (if any), meeting materials as individual links to the documents, and motion and vote detail (if desired). Live and on-demand video streaming of Yes Select's CivicPlus Media service provides live streaming and video- city meetings on-demand capability. 0 . civicplus.com 27 • • Select offers a Public Comment feature that allows citizens to submit an online form containing their public comment to a single pre- specified internal email address.Once enabled,the public comment Online public comment submission and form is visible on all meeting types.The email that your internal management tools Yes user will receive will specify which meeting the comment is being submitted for along with the text of the comment.You can opt to require a name, or the user can submit anonymously.Administrators with access to Site Settings can easily enable or disable the feature. Further information may be needed before providing a complete answer due to possible terminology differences. However,within Integration with the city's back-end - system to enable staff to manage and Yes Select, users with the correct permission settings will have the ability schedule meetings and events. to create and manage scheduled meetings and events.The Select to Web Central calendar integration automatically syncs events from within Select to a corresponding Web Central calendar. 4. Municipal Code Hosting: . Easy-to-use online search tools to Within the Code&Supp solution is an elastic search feature that enable residents to search and access Yes municipal code. mimics Google search. User-friendly navigation and organization of the municipal code Yes CivicPlus can comply with this requirement. • The ability to view and download the Code can be downloaded in Microsoft Word.Additional supportive municipal code in multiple formats. No documents and ordinances:may be downloaded by the public in PDF format as an optional enhancement. Integration with the website's search • function to enable residents to search Yes Web Central indexes and includes codes,ordinances,and documents the municipal code. from the Code&Supp solution in website search results. 5. Resident Engagement System A platform for residents to provide The Process Automation solution includes robust online form feedback and suggestions to city Yes creation for residents to provide feedback and suggestions. government. Online surveys and polls to gather The Process Automation solution includes robust online form resident opinions on city issues and Yes creation. Submissions to online surveys and polls are viewable and initiatives. exportable individually, as well as aggregate reporting to organize data from submissions and gather insights. • Web Central includes the Alert Center module which will activate a Online notification system for important banner at the top of all your pages,just a department and its pages, city updates and announcements Yes or just the home page.Site visitors can subscribe to those alerts by way of email and/or text message in Notify Me. In addition,you can also create a "splash screen"that is completely customizable. CivicPlus can sync your website to your Facebook, Instagram,and Twitter profiles to automatically publish news, notices, and calendar events on Facebook with a link to your website for more information. Integration with social media platforms Twitterintegration also offers a way to distribute information quickly to encourage resident engagement. Yes and effectively. Other social networking sites (such as Linkedln, YouTube,Tik-Tok, etc.) can be featured on your website and included as links to your profile on those websites.Third-party sites that offer embed options for use within an iFrame can also be supported. civicplus.com 28 6.Additional Considerations The website should be accessible to AudioEye is an included enhancement.AudioEye keeps the website people with disabilities,in compliance complaint with WCAG 21 AA,the latest published and accepted with the Americans with Disabilities Act Yes standard for accessibility. In addition,AudioEye provides a visual (ADA)and Web Content Accessibility toolkit to assist website visitors with disabilities or impairments Guidelines (WCAG). equal access the information on your website. Through the Web Central CMS and the talented professionals helping you craft your message online,we will include not only optimal keywords, but clear, direct and descriptive content.Content that search engines such as Google and Firefox now employ to rank their The website should be optimized for search results. During the content migration and training we will work search engines and include SEO tools. Yes with you to determine the best practices of including searchable • terms and descriptors and train your staff on best practices to do the same for future pages.As part of your project,we will submit all this information for you to multiple search engines so your site will be ready to be searched and found as it goes live. Your entire CivicPlus website will be developed using Responsive The website should be responsive and Web Design to be fully Mobile Responsive.This ensures that users work well on mobile devices. Yes have a consistent experience across all devices and screen sizes. The website platform is device agnostic. Supported browsers include the latest versions of Edge, Firefox, Chrome, and Safari. The website should be secure and Regulated data is encrypted at rest and during transmission. protect user data. Yes CivicPlus will include an SSL for your site, or you may bring your own. The website should include analytics tools to track website traffic and user _Yes Google Analytics is included.• behavior. Migration During the website development,the CivicPlus content team will manually complete the agreed-upon content migration checking for An inventory of all existing content broken links,misspellings, and so on.Once that process is complete, that needs to be migrated to the new Yes the City will be asked to evaluate and provide feedback on the website. content migration.After approval of the design and functionality, CivicPlus will conduct one final review of the website to ensure the statement of work is met. CivicPlus content team will manually complete the agreed-upon content migration.They will cover every page of your primary A plan for organizing and categorizing website,to optimize and carry over your content, document, links, the migrated content on the new agendas,minutes, images, contact information and more.They will website,including the use of be checking for broken links,misspellings,and ensure content is taxonomies,tags, and other metadata Yes standardized for the web.Our Site Search automatically indexes to ensure easy discoverability and all published content on your website making it easy for visitors to find information.Content suchas documents and images are navigation. searchable by the content within them. Pages are indexed with page content and metadata.You will have access to modify page tags, keywords,and descriptions. A strategy for ensuring that all URLs Web Central includes a Redirects module.Any redirect domains are redirected properly to avoid broken Yes and redirects may be setup post migration.Your Project Manager links and maintain SEO rankings. can discuss a more detailed plan for migrating these URLs to avoid broken links and maintain SE0 rankings. , 0 civicplus.com 29 • A plan for migrating user accounts,if Custom IdP.integration is an included enhancement that will use applicable,.along with their associated Yes ADFS 3.0,ADFS 4.0,Azure AD or Okta to allow staff to authenticate data and permissions. with network credentials for all solutions on the CivicPlus Platform. During the website development,the CivicPlus content team will manually complete the agreed-upon content migration checking for broken links, misspellings,and so on. Once that process is complete, A timeline for the migration process, the City will be.asked to evaluate and provide feedback on the including key milestones and deadlines. Yes content migration.After approval of the design and functionality, CivicPlus will conduct one final review of the website to ensure the statement of work is met.A detailed timeline, including milestones and deadlines,will be provided by your Project Manager. Technical Support Almost all issues tan be resolved by our front-line staff,however, there are some issues that must be escalated to our Programmer The level of technical support that will Support specialist staff.Items are escalated at Critical, High, be provided, including the vendor's Yes Average,and Minor priorities with goals for this team to respond response time to reported issues or within an hour for critical items up to one week for minor items. If this concerns. team determines that an issue cannot be resolved by them,we work directly with our product engineering, infrastructure,and website administration staff to get the issues resolved. Our knowledgeable support staff is available from 7 a.m.to 7 p.m. (CST) by phone, email, and live chat. Emergency services are available after regular hours with our on-call staff 24/7/365 and The proposed support hours and are provided free of charge for true emergencies (i.e.:website is availability, including emergency down, applications are malfunctioning,etc.). However, customers support outside of regular business Yes may incur support charges for non-emergency requests during off hours. hours (i.e.: basic functionality/usage requests regarding system operation and management).A self-service training tool known as the CivicPlus Help Center is also available and accessible at any time.The Help Center includes click-by-click tutorials and instructions on how to create content throughout the system. Our knowledgeable staff is available from 7 a.m.to 7 p.m. (CST) by phone,email and live chat. Emergency services are available after The methods of communication for regular hours with our on-call staff 24/7/365. Online support can reporting issues or concerns,including Yes be accessed through your website dashboard.Any ongoing tickets phone, email, and ticketing system. are available online to track the status.Additionally,you will have a dedicated Account Manager.See SLA starting on page 50 for specifics on response times. CivicPlus is proactive in identifying any potential system issues. Through regularly scheduled reviews of site logs, error messages, The process for identifying and servers,router activity,"and the internet in general, our personnel addressing website bugs, errors,and Yes often identify and correct issues before they ever affect our other technical issues. customers'web solutions.System issues may also be identified in individual support tickets. Once escalated, a fix is developed and rolled out to all platforms. 0 . civicplus.com 30 • Updates happen twice a month and are done 110:00 p.m. Saturday evening to 6:00 a.m.Sunday morning.You will see announcements The process for implementing website in your Web Central Dashboard as well as emailed communication. updates, upgrades,and security These activities are performed alternate Saturdays with one patches to ensure the website remains Yes Saturday being used for Hosting &Patching, and other Saturday's for up-to-date and secure. software patches, bug fixes, enhancements and upgrades. Most of the updates are done with within a short window and expected to be completed in 15 minutes or less. If extended outages are expected, notices are provided at a minimum of two weeks. Our primary hosting facility is housed in one of the key fiber transit buildings for Kansas City with controlled access 24/7/365. Our data center maintains a SSAE 16 Type II certification.The facility is of a redundant design in terms of infrastructure, network and servers, meaning multiple internet providers and power sources to prevent downtime. For disaster recovery: * Emergency Support, Live Agent (24/7) * Online Status Monitoring * Event Notification Emails * Guaranteed Recovery TIME Objective (RTO) is 8 hours. (Platinum Security Upgrade is 2 hours) The plan for data backup and disaster * Guaranteed Recovery POINT Objective (RPO) is 24 hours. (Platinum recovery in case of a website failure or Yes Security Upgrade is 1 hour) - data loss. * Preemptive Monitoring for Disasters * Multiple Data Centers * Geographically Diverse Data Centers Our database is replicated in real-time to a secondary server and backed up at a different data.center every 8 hours for disaster recovery purposes. If a single machine failed, our RPO is close to zero due to the database replica and RTO is 2 hours. If a failure compromised the entire database cluster,the offsite backups give us an RPO of 8 hours, and an RTO of 8 hours. (RPO = Recovery Point Objective, RTO = Recovery Time Objective).Our software and • operational configurations are managed in a version control system and in a worst-case scenario we can re-deploy our services from the database backups and version control repositories. • • civicplus.com 31 C' CMS Features & __la Functionality ar______ CivicPlus'Web Central is robust and flexible with all the features ' and functionality you need today and in the future. Developed for municipalities that need to update their website frequently, CivicPlus provides a powerful government content management structure and website menu management system.The easy-to-use system allows non-technical employees to efficiently update any portion of your website. Each website begins with a unique design developed to meet your specific communication and marketing goals,while ,showcasing the individuality of your community. Features and capabilities are added and customized as necessary, and all content is organized in accordance with webusability standards. Modules & Widgets F RESIDENT ENGAGEMENT 6-------., —1 Web Central offers many effective and easy-to-use resident engagement 0 EMERGENCY ALERT features.These tools easily integrate with the other key features. k Notices and Alerts—Post emergency or important information on your . 0pNINna it4 I, website and notify residents.through email and'SMS,via Alert Center. x r Blog—Post opinions/information about various community topics and -. rp }, allow resident comments and subscriptions. lira q } E; 1 11 Calendar-Create multiple calendars and events to inform residents of : ' ®, 0Q upcoming activities that are viewable by list,week,or month. ! ; Qa ®, 0 Submit Requests and Report Issues—Allow residents to report a ;Z) problem and provide follow-up communication with the point of contact (includes five user licenses&10 request types)via Citizen Request ' '. , i _ - Tracker(CRT). Form Center—Create custom, online forms via simple drag-and-drop functionality.Track form submissions within the CMS and route email notifications to the appropriate individual(s). Get Community Input—Post initiatives and project ideas to receive feedback and interact with your residents via Community Voice. News —Post news items and keep your residents up to date on important information via News Flash.. 0 civicplus.com 32 • Opinion Poll-Poll your residents on important topics by showing the Opinion Poll widget on relevant pages,to grab resident attention and quickly capture.their responses to your polls. Polling helps with gathering and evaluating resident feedback, increasing resident engagement,and understanding your community. Notifications-Allow your residents to•subscribe to receive text and email notifications on topics that are important to , them via Notify Me® (includes up to 500 SMS users). . Pop-up Modal-Use a pop-up modal to call attention to important information and notices,sitewide or on specific pages. ASSET MANAGEMENT- • • Web Central comes fully equipped with a robust set of document and image management tools that work with other key features of our CMS,'making it easy to build dynamic content that is easy for residents to navigate and access. Agenda Center-Create and display meetings and agendas on the website utilizing our built-in Agenda Center module. For advanced functionality, including live meeting management,our integrated Agenda and Meeting •_ r Management product is available as an add-on. • , Archive Center-Manage and retain serial and older documents. ' Document Center-Organize and manage documents in one central repository. Image Repository-Store all your images in one central location,to utilize individually or create slideshows on•your. site. Use the built-in editor to crop and resize photos, as needed. Images are optimized for performance,mobile ,responsiveness, and contain alt text for accessibility compliance. . , 01111.11111 . INFORMATION & NAVIGATION MI Organize your content and pages to make it easy to locate the . _ --. . information you and your residents need most with modules that help - , you update information quickly. • Easy for Residents to Navigate An intuitive design, mega menu ' ' N. . s . ' options, prominent buttons,and dynamic breadcrumbs throughout ' your site, all allow residents to easily find what they're looking for. Frequently Asked Questions(FAQs)-Provideanswers to the most frequently asked questions to reduce phone and foot traffic forstaff. , I Graphic Links-Create visually appealing buttons to direct users to important information. Info Advanced-Use Info Advanced to create engaging displays of information for reuse throughout the website. Quick Links-Provide links to highly requested services and information.These are.commonly displayed in website footers and right-hand navigation. Resource Directory-Use the Resource Directory to showcase information on local businesses and/or community resources. Staff Directory-Provide contact information-for departments and individual staff members. Use the information throughout the site and keep updated in one location.The Staff Directory widget allows you to quickly place specific persons or departments on relevant pages.. . 0 civicplus.com 33 , • DEPARTMENT-SPECIFIC There are several function-specific features and modules for government departments.These tools are integrated into the Web Central CMS and offer the ability to complete multiple steps in one action. Activities-Create and post activities, events,and classes so residents can register for them and even pay online. Your administrators can view and create rosters.The Activities module integrates with the Facilities module so residents can view the location of the activity. Facilities&Reservations-Display facilities on your site for residents to browse.Allow them to filter by`amenities,view facility details, and even make reservations online. Job Postings-Post available jobs online and accept online applications. Bids-Post open bid opportunities for contractors to view available work download supporting documentation, ca. receive notifications on posted opportunities and submit bid -.. _ applications online. • COMMONLY USED WIDGETS An extensive widget library,is available for ease of placing dynamic and visually appealing information on specific pages. Each widget is easy to use with drag-and-drop functionality and is configurable with individual styling options. Community Voice Widget-Encourage civic participation and engagement by adding specific discussion areas to relevant pages. Custom HTML Widget-Embed videos or other HTML features in your page. Editor Widget-Edit text with word processing tools, plus web tools like code view and the Accessibility Checker. J Form Center Widget-Embed simple forms on a page. . £ J Image Widget`-Add images to a page- 0 Notify Me Widget-Place specific.Notify Me subscriptions lists on pages to allow ' users to sign up for the exact lists you recommend. Related Documents Widget-Create a dynamic list of documents referenced in the Document Center • . i.I Slideshow Widget-Add a slideshow of images. s'= Tabbed Widget-Organize larger pages of information in horizontal,vertical;or stacked vertical or accordion style tabs. . j civicplus.com 34 i • Administrative Features . The administration of your Web Central website is browser based,with no installation of software needed.You'll be able , to update your website from an Internet connection on any platform (Mac or PC).Administrators can control the access to • pages and manipulation of content as well as use automated features to streamline processes. Administrative Dashboard—A home base for messages and quick access to your recent activities and time-sensitive , action items such as pending approvals and expiring items. Content Scheduling&Versioning—Set your content to auto-publish and auto-expire,with an archive of all published contentand previous versions. Dynamic Page Components—Modules such as Calendar, FAQs,and News Flash, may be included as dynamic page components on any page. History Log—Track changes made to your website. Intranet—Use permissions to set a secure location on your website that allows employees to login and access non- public resources and information. Levels of Permissions-Assign staff members to groups with different levels of permissions of access and authority throughout the CMS. • Pending Approval Items—Administrators have access to a queue of pending items to be published or reviewed. Website Statistics—Provided website analytics for analysis. USER-FRIENDLY FEATURES Not only is Web Central easy for your staff to use,various administrative features help make a more attractive, engaging,and intuitive website for your community. Automatic Alt Tags—Built-in features assist with ongoing ADA compliance of your website. Credit Card Processing—With the add-on feature CivicPlus Pay (Pay),you can integrate with an approved payment gateway to accept payments on your website (separate agreement must be made directly between you and the chosen approved gateway provider).Additional fees apply.` • Preset Styling Standards and Ongoing Styling Flexibility—Site changes automatically inherit design standards and styles that you've set up for your homepage,interior layouts,and simple layouts.This keeps your website looking clean and always matching.We also offer large amounts of flexibility with placement and styles on an ongoing basis. As you edit your website,you can easily adjust the location and style of widgets, content,carousels, lists, calendars, etc.to meet the look and feel you need for that area. Link Redirects—Instead of sending your users to http://civicplus.com/248/Awards-and-Recognition,you can send them to http://civicplus.com/awards. 0civicplus.com 35 Live Edit—See where your information will be posted on a page before you make any changes with our WYSIWYG editor and drag-and-drop tools. Maps—Easily embed maps from Google, ESRI, and more using the HTML widget. Mega Menu—A main navigation menu makes it easy to get to any page on your website quickly. Predictive Site Search—Our powerful site search functionality automatically indexes all content making it easy for visitors to find information across pages, documents, and images. Site Search Log-All search words are kept in a log. Real Simple Syndication(RSS)Feeds— Administrators and website visitors can use RSS feeds to display content or be notified of content updates. Responsive Design—With responsive design,your website adjusts to the screen size regardless of what device is being used, providing a seamless user experience.. Social Media—Set various modules to automatically post to your Facebook and/or Twitter feeds and incorporate compatible social media feeds and widgets into your website. Supported Browsers—View your website in the latest versions of major browsers including Microsoft Edge, Firefox, Safari, and Chrome. Third-Party Access—Utilize iframes,embeds,and/or links to most of your third-party services. Or use our growing list of APIs to build applications right from your website. Translation—Integration with Google Translate translates web pages into over 100 languages. ACCESSIBILITY COMPLIANCE With over 20% of adults in the United States having a disability,you need a website that conforms to all residents. We provide highly compliant sites based on WCAG 2.0 A and AA guidelines,which encompass and surpass ADA accessibility requirements.This maximizes accessibility for all users while providing freedom to create a visually rich and appealing website. Our approach for each website includes the following steps to provide you a compliant and accessible website: • We will deliver you a website that meets ADA (Section 508) and WCAG 2.0 A and AA levels. • Your staff can use the Accessibility Checker within the CMS to scan content created in the editor for any accessibility issues so you can correct them before publishing. • Our trainers will teach your staff best practices to keep your content and design elements accessible and up- to-date with the latest ADA/WCAG standards. • Any new regulations that require code changes are done automatically,at least quarterly,with no additional effort required from you.. . • In addition to updating the code, our product team also•updates our best practices and provides regular updates to customers via our CivicPlus website, blog articles,webinars, and other publications. civicplus.com 36 • The Civic Experience Platform Developed specifically to enable municipalities to deliver consistently positive interactions across every department and every service,the Civic Experience Platform includes technology innovations that deliver frictionless,one-stop, and personalized resident interactions. Governments that leverage our Civic Experience Platform also benefit from: , • Single Sign-On (SSO)to all of your CivicPlus products supporting two-factor authentication and PCI Level password compatibility • A single dashboard and toolbar for administrative access to your CivicPlus software stack • Access to a continually growing and fully documented set of APIs to better connect your administration's processes and applications •• A centralized data store with robust data automation and integration capabilities CIVICPLUS PORTAL The CivicPlus Portal is the ideal addition to your website to create personalized,onestop access for your residents to obtain information, resources, and interact with your municipality. By allowing residents to build a customizable dashboard with quick links to the pages and services on your website that they use most frequently,they'll be more • likely to conduct regular revenue-generating business with your municipality,and your staff will benefit from reduced phone calls,walk-ins,and emails. INTEGRATION HUB Integration Hub is a tool that can help you unify your disparate cloud-based solutions and your CivicPlus solutions, assemble powerful workflows,and setup complex automations—without the need for a developer.With Integration Hub's easy-to-use drag-and-drop interface, non-technical users can build integrations for syncing content and data between CivicPlus solutions or with third parties (for an additional fee) saving your staff's valuable time.•The possibilities are endless with Integration Hub, but here are a few examples of integrations you can create with Web Central today: • An integration that will take a News Flash update in a specific category and immediately post it to the Alert Center • An integration that will push a new Calendar Event to post directly in the News Flash module • Set-up a workflow to post in News Flash once you've published your Agenda and Meeting Management Select (Select) meeting documents, • Automatically add agenda or minute files to the Document Center to be displayed on your Web Central website after they are published in Select • An integration to automatically create an issue in SeeClickFix 311 CRM after sending a notification via Notify Me or posting in the Alert Center r - • • 37 civicplus.com , . . . included Project - Enhancements The Value-Added Features/Solutions have been included in your project as we are confident in the ability of our proposed project to meet the needs and requirements of the RFP set forth by Ashland. Custom Identity Provider (IdP) Integration More often, local government IT teams are looking to implement single sign-on (SSO)functionality to simplify user . access to all web and cloud-based applications without requiring individual authentication.The CivicPlus'Custom IdP Integration capabilities provide local governments with the following conveniences: • Faster and easier access to vital third-party solutions that integrate with your CivicPlus unified applications, such as CivicPlus'Municipal Websites, Recreation Management,and Agenda and Meeting Management Select • Reduced password and account maintenance • The ability to log into your CivicPlus software accounts from any device with an Active Directory username and password- , • • Auto-account generation • Group syncing , • Customization of the design of your active directory login page We offer integration with Microsoft's Azure Active Directory (AD), Microsoft's Active Directory Federation Services (AD FS)versions 3.0,4.0, and 5.0, and Okta. me Audiokyc Trusted Certifica_tka represents a AudioEye Managed commitment to accosslbility and digital inclusion. _ oudlo � AudioEye offers a range of products and services from self-service 15/TRUSTED J 63 to turnkey managed solutions.At the core of AudioEye is the The AudioEyeweb accessibility certification process involves automatic and manual testing with the goal of identifying and Digital Accessibility Platform (DAP).This powerful tool empowers resolving access barriers,conforming with the World Wide Web auditors, designers,and developers to understand issues of Consortium's(W3C)Web Content Accessibility Guidelines(WCAG) 2.1 Level AA Success Criteria,and ensuring an optimal user accessibility and improve website infrastructure through the use of experience for all users,regardless of their individual abilities, , an innovative and easy-to-use interface. AudioEye attests tothe following: 0 AudioEye Activation is complete dTesting&Discovery is ongoing%vitt;continuous monitoring. Conforming to Web Content Accessibility Guidelines (WCAG) 2.10,Remediation&Validationisongolrig has never been easier.AudioEye Managed provides you: O AudioEye Trusted remains active. • Proprietary automated testing suite 024/7Webslte accessibility help desk is active.5eport'an Issue 0 Accessible site menu is activated • Detect Section 508 and WCAG 2.1 Success Criteria ?page elements menu is activated violations 0Visual Toolkitisactivated. " • AudioEye engineers remediate accessibility issues Q wayerisactivaced, ov an • COrripllance monitoring AudicFy&certifiesthat the website isbeing • , optimized tosubstantiaiiyconform with AudioEye'sinterpretation of O • ;Manual technical analysis&usability testing the informative guidance providedbyWCAG 2.1 AA.In this ongoing effort,certified accessibility professionals have already made jet • Support,training,and consulting from subject matter = crogresstoremove access barriersand will continue toenhance this - site for optimal accessibility and usabilityfor all users. O experts • AudioEye Toolbar with Web Personalization Tools This perpetual and uninterrupted service includescontinuous X monitoring,regularly scheduled manual audits,and,as needed, ') 0regular releases that improve access and usability for all users, including users of Assistive Technology, civicplus.com . SeeClickFix 311 CRM CivicPlus offers a comprehensive and robust 311, request management,and resident engagement solution that empowers local governments to demonstrate their positive community impact,accountability, responsiveness, resulting in greater resident appreciation and trust. Our industry-leading request management system is easily integrable with the most widely used ESRI and asset management systems to help local governments receive, respond, and report on community issues and repairs. Our solution also allows residents to submit feedback,questions,inquiries, and requests using the most common digital communication tools they already use daily—text, email, and phone.All messages are aggregated in a single system and associated with individual resident profiles for historical reference and administrative triage, assignment, resource management,and resolution. SeeClickFix 311 CRM empowers local leaders to: • Leverage the communication channels residents already rely on • Eliminate communication barriers between residents and internally ((• )) cross departments • Capture all the diverse voices in your community to understand better0 what they want and need from their leaders ' M0,1. • Meet contactless government expectations by enabling residents and k,4; - -- , staff to communicate remotely and safely from home,at work,and out _. -- in the community f - • Create custom internal workflows to route requests for rapid response •;,........ • 0 civicplus.com 39 CivicPlus Agenda and Meeting Management Select The CivicPlus Agenda and Meeting Management Select streamlines your meeting documentation and follow-ups by allowing you to record live meeting actions and automatically include it in your minutes document. Automated Minutes Setup—Automatically migrate your agenda content into your pre-configured or custom- developed meeting minutes template with a single click. Keep Pace with Live Discussion—Meetings move fast. Our cloud-based platform allows you to move quickly through your agenda items, recording official actions and discussion with no system stuttering or spinning. Document Critical Moments of Engagement—Quickly record comments and discussion, roll call, motions and --- Q� votes,and speakers. Intuitive Navigation—Single screen access to all meeting � ,/ controls and one-click actions enable the fastest meeting documentation and system navigation. Speaker Manager—Add speakers to the discussion at any time during the live meeting.The built-in speaker timer helps keep meetings running efficiently ‹,,,i," ,!' k; 3 "` Automate Post-Meeting Actions—Create follow-up action `" " " items to enhance visibility and improve accountability. Push agenda items or legislation to upcoming meetings with ease. Flexible Voting—Record motions and votes instantly.Apply motions and votes to individual or multipleagenda items. Minutes Preview—Preview your meeting minutes document as you work before generating the official version. LIVE MEETING MANAGER Our Live.Meeting Manager enhances the live meeting by integrating the board portal and added audience display pages for a unified live meeting experience,with you in control.Time-saving automations help you keep pace with the meeting and keep board members and meeting participants engaged.This add-on enhancement will help you keep your meetings running smoothly and engage all participants. 0 civicplus.com 40 Codification & Online Code Hosting CivicPlus is the only local government technology provider with an integrated codification, agenda and meeting management, and municipal website solution offering.With CivicPlus,you'll never have to worry about the tedious steps associated with codification, recodification,or republishing. Municode,the nation's leading codifier,is part of the CivicPlus Civic Experience Platform.We're leading innovation in code digitization and online access,and our industry- leading online code-hosting system is fully responsive. Municode's codification will empower you to create a well-organized and professionally edited Code of Ordinances that is free of internal conflicts and inconsistencies;free of errors in spelling and grammar;formatted in a manner that allows for continued growth and expansion;in conformity with state laws and readily accessible to staff and residents alike. CivicPlus provides codification services to over 4,100 municipalities throughout the United States and hosts • approximately 4,000 municipal codes online via our Code Hosting system. Most importantly,when you choose CivicPlus,you receive the support of the nation's most experienced legal experts. Our staff includes 14 in-house professional codification attorneys who have completed hundreds of codification and codification projects nationwide.They have,on average, over 20 years of codification experience,and our legal editors and proofreaders average over eight years of service.Together,they provide the most accurate and timely expertise available. Services and Features Provided • Codification 4 • Recodification r:11C)• Supplementation (including paper and electronic)• Legal Review • Republication • State Law Reference Footnote Review• State Law Reference Linking • Gender Neutralization • Paper-Bound Code Books • Industry-leading Online Code-hosting Platform • civicplus.com 41 • CivicPlus Process Automation and Digital Services SERVE YOUR RESIDENTS ONLINE, NOT IN LINE • Gone are the days of paper processes and manual workflows. Instead,today's residents expect on-demand, digital access to their local government,which means administrations need customizable, scalable,easy-to-implement tools to meet these expectations. CivicPlus'Process Automation and Digital Services solution lets you automate tasks and daily processes to free up more time to govern, serve, and operate your administration. It also allows you to provide resident-facing digital services, increasing revenue and reducing time spent by both staff and residents. '—_ Ready-to-Use Form Templates for Departments ■— We offer over 150 common form templates pre-built and ready to implement, customize, and • — deploy instantly.Get your most common resident and staff requests online fast. Create a Seamless Government Experience Make transactions easier for your residents and staff with online payments, e-signature,and digitized documents and processes.Allow residents to access the services they need from anywhere,on any device. • Integrate Critical Systems • • • Use our tools and out-of-the-box API integrations to connect your software systems, automate • • data flow, and more efficiently streamline your processes. • Accessible Forms Replace your inaccessible and non-compliant PDFs and move to online forms to better serve all your residents with equitable access and services. Build Mobile App Solutions with No Coding . Non-technical staff can create progressive web applications(PWAs) using easy drag-and-drop functionality. Customize and Configure Approval Workflows >\ Automatically route requests and applications to departments across your municipality for review and processing. • civicplus.com 42 References civicplus.com 43 References MILPITAS, CALIFORNIA ,f • milpitas.gov —to : Daniel Nam,IT Director `� E:dnam@ci.milpitas.ca.gov P:408.586.2712 , _ _ s , i Services Provided:Website redesign, development, and implementation including content migration,virtual consulting and training. Project Enhancements-include: IdP Integration, Chatbot, ' AudioEye, CivicSend, and Department Header Packages.The City of Milpitas also has several additional products under the Civic Experience Platform.CivicPlus continues to provide hosting,support,and maintenance. IMPERIAL BEACH, CALIFORNIA imoerialbeachca.gov ,tr TM 2t, Shannon bullock,Parks.and Recreation Director '" 14;":, k• , E:sbullock@imperialbeachca.gov P:619.679.0328 ' aA 0 1 o co_ tn 1J gi .,r p 01114111114, Services Provided:Website redesign;development,and .. _ implementation including content migration,and virtual training. ./W=ti ,_ " Project Enhancement include: Department Header Packages.The ""'_' City of Imperial Beach also has several additional products under the Civic Experience Platform. CivicPlus continues to provide hosting,support, and maintenance. STILLWATER, OKLAHOMA stillwaterok.dov _ 43* , LIN rj j; p Gene Comer,Application Developer/Network Specialist "'ILtl , E:gene.comer@stillwater.org I P:405.742.8344 ®®®� � ®®m® Services Provided:Website redesign,development, and _. implementation including content migration,virtual consulting and training. Project Enhancements include: IdP Integration, '- ChatbotAudioEye; CivicSend;Video Banner, and Department Header Packages.The City of Stillwater:also has several additional products under the Civic Experience Platform. CivicPlus continues to provide hosting,support, and maintenance. • civicplus.com CONFIDENTIAL 44 0 Contractual Terms & Conditions civicplus.com 45 • I Proposal as Non-Binding Document • A successful project begins with a contract that meets the needs of both parties.This.proposal (including all supporting,technical,or specification documents'required for submittal with the current RFP) is intended as a non- binding document, and the contents hereof may be superseded by an agreement for services. Its purpose is to provide information)on a proposed project we believe will meet your needs based on the information available. If awarded the project, CivicPlus reserves the right to negotiate the contractual terms, obligations,covenants, and insurance requirements as provided in the RFP before a final agreement is reached. For reference, CivicPlus'standard Master Services Agreement and Solutions and Services Terms and Conditions can be found online at civicplus.help/ he/en-us/p/legal-stuff.We look forward to developing a mutually beneficial contract with Ashland. • • EXHIBIT C • • PERSONAL SERVICES AGREEMENT 1.Effective Date and Duration:This Agreement shall become effective on the date of execution on behalf of the City, as set forth below (the"Effective Date"), and unless sooner terminated as specifically provided herein,shall tcrminotc • , ( 3.Compensation:City shall pay Consultant the sum of$XXXXXXXX (this amount may be an hourly rate OR a lump. ' sum-write out amount in long form here, e.g.,two hundred thousand and eighty-five dollars) as full compensation for Consultant's performance of all Work under this Agreement. In no event shall Consultant's total of all compensation • and reimbursement under this Agreement exceed the sum of$XXXXXXXXXX(write out amount in long form here) without the express,written approval from the City official whose signature appears below,or such official's successor ' in office. Payments shall be made within thirty (30) days of the date of receipt by the City of Consultant's invoice. Should this Agreement be terminated prior to completion of all Work, payments will be made for any phase'of the Work completed.and occcptcd as of the date of termination. 7.Ownership of Work/Documents: Strike and replace with the following: Upon full and complete payment of amounts owed for Project Development under the applicable SOW.Customer will own any website graphic designs,Services content,module content, importable/exportable data,and archived information("Customer Content")created by CivicPlus on behalf of Customer pursuant to this Agreement."Customer Content"also includes,without limitation,any elements of text, graphics,images,photos,audio,video,designs,artworks,logos,trademarks,services marks,and other materials or content which Customer provides to CivicPlus for processing,transmission,storage,or inputs into any website, software or module in connection with any Services.Customer Content excludes any content in the public domain and any content owned or licensed by CivicPlus,whether in connection with providing Services or otherwise. • Intellectual Property in the software or other original works created by or licensed to CivicPlus,including all. software source code,documents,and materials used in performing the Services("CivicPlus Property")will remain the property of CivicPlus.CivicPlus Property specifically excludes Customer Content.Customer shall not(i)license,sublicense,sell,resell,reproduce,transfer,assign,distribute or otherwise commercially exploit civicplus.com 46 or make available to any third party any CivicPlus Property in any way,except as specifically provided in the applicable SOW;(ii)adapt,alter,modify or make derivative works based upon any CivicPlus Property;(iii)create internet"links"to the CivicPlus Property software or"frame"or"mirror"any CivicPlus Property administrative access on any other server or wireless or internet-based device that may allow third party entities,other than Customer,to use the Services;(iv)reverse engineer,decompile,disassemble or otherwise attempt to obtain the software source code to all or any portion of the Services;(v)make any attempt to gain unauthorized access to the Services and/or any of CivicPlus'systems or networks;or(vi)access any CivicPlus Property in order to:(a) build a competitive product or service,(b)build a product using similar ideas,features,functions or graphics. of any CivicPlus Property,or(c)copy any ideas,features,functions orgraphics of any CivicPlus Property.The CivicPlus name,the CivicPlus logo,and the product and module names associated with any CivicPlus Property are trademarks of CivicPlus,and no right or license is granted to use them outside of the licenses set forth in this Agreement. - All CivicPlus helpful information and user's guides for the Services("Documentation")are maintained and updated electronically by CivicPlus and can be accessed through the CivicPlus"Help Center':CivicPlus does not provide paper copies of its Documentation.Customer and its Users are granted a limited license to access Documentation as needed.Customer shall not copy,download,distribute,or make derivatives of the Documentation: 10.Indemnification: Strike and replace with the following:CivicPlus will defend at its expense or settle any third-party claim against Customer alleging that the Services provided under this Agreement infringe intellectual property rights.CivicPlus will pay infringement claim defense costs,CivicPlus-negotiated settlement amounts,and damages finally awarded by a court.CivicPlus has no obligation for any claim of infringement arising from Customer's use of the Services• for purposes not contemplated by this Agreement.CivicPlus's indemnification obligations under this Section 15 are conditioned upon the Customer(i)promptly notifying the CivicPlus of any claim in writing;(ii)cooperating with CivicPlus in the defense of the claim;and(iii)granting CivicPlus sole control of the defense or settlement of the claim.The indemnification obligations of CivicPlus herein shall not apply to any claims of intellectual property infringement related to Client Content. 11.Termination: ; b.City's Convenience.This Agreement may be terminated by City at any time upon not less than thirty sixty (360) days'prior written notice delivered by certified mail or in person.Due to the electronic nature of the Services,in no event,other than material breach of this Agreement by CivicPlus,shall a refund be granted,in whole or in part, for any reason or no reason whatsoever,including but not limited to Customer's cancellation of the Services prior the end of the Term,Customer's failure to utilize the Services,or CivicPlus's failure to meet any service level agreement set forth herein,unless such failure is intentional or malicious. • d. For Default or Breach. i. Either City or Consultant may terminate this Agreement in the event of a breach of the Agreement by the other. Prior to such termination the party seeking termination shall give to the other party written notice of the breach and its intent to terminate. If the party committing the breach has not entirely cured the breach within fifteen thirty 0530) days of the date of the notice,or within such other period as the party giving the notice may authorize in writing,then the Agreement may be terminated at any time thereafter by a written notice of termination by the party giving notice.' 0 - . ( civicplus.com 47 ii.Time is of the essence for Consultant's performance of each and every obligation and duty under this Agreement. City, by written notice to Consultant of default or breach, may at any time terminate the whole or any part of this Agreement if Consultant fails to provide the Work called for by this Agreement within the time specified herein or within any extension thereof. Notwithstanding the foregoing,CivicPlus will not be liable or responsible for any delay in the time or completion of the Services due to the action or inaction of Customer. e. Obligation/Liability of Parties.Termination or modification of this Agreement pursuant to subsections a, b, or c above shall be without prejudice to any obligations or liabilities of either party already accrued prior to such termination or modification. However, upon receiving a notice of termination (regardless of whether such notice is given pursuant to Subsection a, b, c, or d of this section, Consultant shall immediately cease all activities under this Agreement, unless expressly directed otherwise by City in the notice of termination. Further,upon.tcrmination, deliverables had the Agreemcnt bccn completed.City shall pay Consultant for Work performed prior to the termination date if such Work was performed in accordance with this Agreement. 13.Assignment: Add the following statement at the end:Notwithstanding the foregoing,CivicPlus may assign and transfer all of its rights under this Agreement by a sale of a majority of its assets or merger. 1-.Default: Strike entire section. 15.Insurance.Consultant shall,at its own expense,maintain the following insurance: b. Professional Liability insurance with a combined single limit,or the equivalent, of not Icss than$2,000,000 (two Work to be provided under this Agreement. CivicPlus Note:We have Cyber/Tech E&O. d. Cyber Liability Coverage Consultant shall obtain and maintain throughout the term of this Agreement,at Consultant's sole expense, Cyber Liability and Technology Errors&Omissions insurance coverage with limits of not less than$2,000,000 (two million United States dollars) covering all costs and expenses arising directly or indirectly out of Consultant's Work under this Agreement for any,of the following: (i) Breach,access to, or disclosure of any confidential or personal information, including but not limited to, personal identifying information,financial account details,protected h alth information (PI II), passwords, or any other type of non-public information;and (iv) Loss of use of Customer's data, hirardware,or software. f. Notice of cancellation or change: There shall be no cancellation;material change, reduction of limits or intent not to renew the insurance coverage(s) without thirty (30) days'grief written notice from the Consultantor its insurer(s) to the City. civicplus.com 48 • l Strike entire.section. 19.Governing Law.This Agreement shall be governed by the laws of the State of Oregon without regard to conflict of laws principles. Exclusive venue for litigation of any action arising under this Agreement shall be in the Circuit Court of the State of Oregon for Jackson County unless,exclusive jurisdiction is in federal court, in which case exclusive venue shall be in the federal district court for the district of Oregon.Each party expressly waives any and all rights to maintain an action under this Agreement in any other venue,and expressly consents that, upon motion of the other party, any case may be dismissed,or its venue transferred,as appropriate,so as to effectuate this choice of venue. - 21.Nonappropriations Clause. Add the following statement at the end: Notwithstanding the foregoing,inthe event of termination due to non- funding,City is still responsible for any invoices covering the initial project development fees,or for services already performed,and all such amounts owed shall become due immediately:' 23.Certification.Consultant agrees to and shall sign the certification attached hcrcto as"Exhibit C"and incorporated herein by.this reference. • 0 • • civicplus.com 49 • Hosting, Support and Service Level Agreement Hosting Details. 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 Software Updates , ' ; • Server Management&Monitoring • Multi-tiered Software Architecture . • Server software updates&security patches • Database server updates&security patches • • • Antivirus management&updates • • ° Server-class hardware from nationally recognizedvpro,_'der • Redundant firewall solutions Highperformance SAN with N�- ;`e labili • g 2 t ,, tY Bandwidth • Multiple network providers in place • Unlimited bandwidth u age fo normal`busines operations (does not apply in the event of a cyber attack) } . . • 22 Gb/s burst bandwidth \\\\ • Emergency After-hours suppo , live age t(24/7 \ • On lin sta uasmonitor at dateenter . , i• Eventotifationa as Disaster Recovery • Guaranteed recovery TIM bi e ivet(RTO),of 8 hours 1----.,• Guaranteed re Que? .PPOINT'cbjectlue(RPO)of 24 hours •- Pre-emptive monsitto ing.for disaster situations •\ Multip el dat centers • Geo ra licalerse dcenters DDoS Mitigation • jefi edd bDoS AttacI&Kocess • (identify attack source • \Identify type of attack ,,,.----------\. M,onitor attack for threshold engagement .. . . Page 1 of 4 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.SLA03.01.16-0001 0 civicplus.com 50 • • 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' CivicEngage and associated applications.The support team is available during these hours via CivicPlus'toll-free support number and e-mail. Support personnel will re pondyto calls as they arrive(under normal circumstances, if all lines are busy, messages will be returned within four hours; a tion w i•be taken on e-mails within four hours),and if Client's 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 bo h CivicPlus' project management and support teams available for urgent requests. Emergency support is proitied re-of-charger true emergencies.(ie:website is down, applications are malfunctioning, etc.),though Client may incur support charge j/fix non- • emergency requests during off hours(ie: basic functionality/usage requests regarding system operatiomand management).T e current discounted rate is$175/hour. � • CivicPlus maintains a customer support website that is accessible 24-hours-a-day 5u th an approved client userna(\ m `and password. • V Service Escalation Processes In the event that CivicPlus'support team is unable to assist Client wit ireques question•or oncern, th,e/Istifig is reported to the appropriate CivicPlus department. a, Client requests for additional provided services are forwarded t• Ciyic 'Client Care personne-:' Client concerns/questions regarding CivicEngage or associated,ap, .lication errors, re reported to CivjcPlus'technical team through CivicPlus'issue tracking and management system to bebeaddressed in,a priority.cyder to be determined by CivicPlus'technical team. All other requests that do not meet these criteria will be fbrwarded"t approopr ate personnel within CivicPlus'organization at the discretion of the customer support liaison. Included Services: \:;\N N,.'N Support \ \ Majintenance of QjvicPlus CivicEngage - • 7 a.m.—7 p.m. (CST)Mondase.xFrday Install`Service Patches for OS (excluding holidays) ystem 1~t ncements 24/7 Emergency Support ._ ''Fi es Dedicated Support Personnel r'Im5ovements V Usability Improvements .L •-) Integration of s ern E hn anc nts Testing • Proactive Supp rt'f rl-pdates&Fixes Development Online Training Man\als Usage License Monthly Newsletter``s -Routine\�Follow-up Gheck-i s ei' icR h(s Connection V • • . Page 2 of 4 - 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.SLA03.01.16-0001 - • 0civicplus.com 51 CivicPlus Service Level Agreement CivicPlus will use commercially reasonable efforts to make CivicEngage available with a Monthly Uptime Percentage(defined below) of at least 99.9%, 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 du ingthe month in which the CivicEngage,was"Unavailable."Monthly Uptime Percentage measurements exclude downtimeresulting •directly oh'ndirectly from any Exclusion (defined below). • "Unavailable" and"Unavailability"mean: o The HTML of the home page of the 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=timesinin 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 aidpy you(excludi q g one-time paym ts;s ch as upfront payments)for the month, beginning with the first full month of service, in accordance wit• the sche u e b ow Monthly Uptime Percentage. Service Credits eercentage Less than 99.9% • 1%of o e. onth's`feSe: • We will apply any Service Credits only against future p ments\otherwis`e'idue from you. Service Credits will not entitle you to any refund or other payment from CivicPlus.A Service Credit\w11 be applicable ndmis ued only if the credit amount for the applicable monthly billing cycle is greater than one dollar($1 USD). S\erv1iice\Cre its may nopt•k transferred or applied to any other account. Unless otherwise provided in the Client Agreement, your sole and ecluslveremedy for awl!' availability, non-performance, or other failure by us to provide the service is the receipt of a-Service Credit(if eligible)in apse' rdance with the terms of this SLA. Credit Request and Payment Procedures Nbt, To receive a Service Credit, you must submit a c im by opening akore with Support.To be eligible,the credit request must be received by us by the end of the second billing yeleeafterwh ch th, i cident occurred and must include: 1. the words"SLA C.edit Request"in the subjeo line;. 2. the dates and ti es ofUnavailability inc den that•you are claiming; A . --. 3. the affected Site dom_ ms; and 4. Any documentation t at corroo:bto your claimed outage. If the Monthly Up irnt e Percentage of such request is confirmed by us and is less than the Service Commitment,then we will issue the . Service eredit to ou •within one'bllir g cycle following the month in which your request is confirmed by us.Your failure to provide the requ st and otherinformation as r qu red above will disqualify you from receiving a Service Credit. SLA,Exclusro�ns ' The Service;,-"" ment doles j of apply to any unavailability,suspension or termination of CivicEngage, or any other CivicEngage performance issues: (i)that/re:ult 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; (iii)that result from any actions or inactions of yolhor an tf rdyparty ; (iv)that result from your equipment, software or other technology and/or third party equipment, software or other technol goy(other than third party equipment within our direct control); (v)that result from any maintenance as provided for pursuant to the Client Agreement; or(vi)arising from our suspension and termination of your right to use the CivicPlus in accordance with the Client Agreement(collectively,the"SLA 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. Page3of4 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.SLA03.01.16-0001 0 civicplus.com 52 Disaster Recovery Feature Service Commitment CivicPlus will use commercially reasonable efforts to insure that in the event of a disaster that makes 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 suppdrt e Service. Examples of necessary functions,include but are not limited Cooling, Electrical, Sufficient Internet Access"Physical space, an Physical access. • A"Service Credit"is a dollar credit, calculated as set forth below,that we may credit back to rieligible accu nt. • Recovery Time Objective(RTO)is the most anticipated time it will take to bring the service back onliAm4t"e event of a data W' center event. ` '' • Recovery Point Objective(RPO)the amount of data lost that is considered a ceptable. Service Commitments and Service Credits Service Credits are calculated as a percentage of the total charges paid by you(exclude gL.orIe-time payments such as up ront payments)for the month accordance with the schedule below. fL f2 Recovery Time Objective Service Credit Perce,.ta e 8 Hours 10%of one mon s fe hie Recovery Point Objective Service Credit Pec ventage 24 Hours 10%of one month's fe P, \ '',",,,,,,I,'''.'"' , ;4 1 „ • • • • Page4of4 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.SLA03.01.16-0001 elcivicplus.com. 53 ^ V Page 1 of 1 ALCC)R ) CERTIFICATE OF LIABILITY INSURANCE DATE(MM/DD/YYYY) ism/ 05/18/2023 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER.THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED • REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. , IMPORTANT: If the certificate holder is an ADDITIONAL INSURED,the policy(ies)must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED,subject to the terms and conditions of the policy,certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Willis Towers Watson Certificate Center " NAME: Willis Towers Watson Northeast, Inc. PHONE 1-877-945-7378 FAX 1-888-467-2378 c/o 26 Century Blvd (A/C.No Est): (A/C,No): P.O. Box 305191 A-MAIL ADDRESS: certificates@willis.com Nashville, TN 372305191 USA INSURER(S)AFFORDING COVERAGE NAIL# INSURER A:American Casualty Company of�,Reading Penns 20427 • INSURED INSURER B: National Fire Insurance Companyof Hartfor 20478 CivicPlus, LEC and its direct and indirect subsidiaries 302 s. 4th street suite 500 INSURER C: Continental Insurance Company," 35289 Manhattan, KS 66502 .f `'� / INSURER D: f - / ,, \, ,/ INSURER E: INSURER F: s'e \' , _ ' COVERAGES CERTIFICATE NUMBER:W28996541 REVISION •NUMBE,R: / 2 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE`-FOR THE-POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT 0)4 OTHER DOCUMENT WTH,RESPECT.TO'WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,THE INSURANCE AFFORDED BY THE POLICIES'DESCRIBED HEREIN IS SUBJECT TO ALC THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID+,CL9IMS. tip, / INSR ADDL SUBR - POLICY EFF' POLICY-EXP.', TYPE OFINSURANCE LTRINSR WVD POLICY NUMBER (MM/DD/YYYY) IMM/DD/YYYYI LIMITS X COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE'..,y . $ 1,000,000 DAMAGE TO RENTED CLAIMS-MADE X I OCCUR ,�4 " PREMISES(Ea occurrence) $ 100,000 A /' .t N 'MED EXP.(Any.one person) $ 15,000 7037146004 / 65417/2023 05/17/2024 PERSONALBADV INJURY $ 1,000,000 / / - / GEXN'POLICYIGATI ECT APPLIES PER: r '`,, � "S ''^• ,+ PRODUCTS OMP//OP AGG GREGATE •'$ 2,000,000 X POLICY PRO- / • OTHER: `, . '\. S., --- $ AUTOMOBILE LIABILITY '{�. COMBINED SINGLE LIMIT ANY AUTO 'y. (Ea accident) Xt $ 1,000,000 '.,� "+ I w •.., BODILY INJURY(Per person) $ B OWNED - SCHEDULED 7037146018 "`�^�;05/17/2023 05/17/2024 BODILY INJURY(Per accident) $ AUTOS ONLY _AUTOS HIRED NON-OWNED t"..-- `+... 3 PROPERTY DAMAGE $ AUTOS ONLY AUTOS ONLY ,,, .',-„_ \ (Per accident) O UMBRELLA LIAB X OCCUR .. EACH OCCURRENCE $ 5,000,000 X EXCESSLIAB CLAIMS-MADE \ 7037145998c.,„ •05/17/2023'05/17/2024 AGGREGATE $ 5,000,000 DED 1 XI RETENTIONS 10,000 ,f'.ti, \ , \ '''`'''" $ WORKERS COMPENSATION /✓' '\. \ X PER OTH- AND EMPLOYERS'LIABILITY ''-.. \ I• STATUTE ER A ANYPROPRIETOR/PARTNER/EXECUTIVE "� \ � 1,000,000 OFFICER/MEMBER EXCLUDED? 't N'/A"''"^.,4 ' ' .---703714602I,. 05/17/2023 05/17/2024 E.L.EACH ACCIDENT $ (Mandatory in NH) y^ , ``,:," \_ v E.L.DISEASE-EA EMPLOYEE$ 1,000,000• . If yes,describe under `, 1,000,000 DESCRIPTION OF OPERATIONS below ( / E.L.DISEASE-POLICY LIMIT $ • DESCRIPTION OF OPERATIONS!LOCATIONS/VEHICLES(ACORD101),Additional Remarks Schedule,may be attached if more space Is required) .. This Voids ands Repla ..PrevaouslyhZssuedi Certificate Dated 05/15/2023 WITH ID: 3628971020. Umbrella/Exces\Liabilit1 follows form. • CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE ' THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE **FOR INFORMATIONAL PURPOSES ONLY** C=J ©1988-2016 ACORD CORPORATION. All rights reserved. ACORD 25(2016/03) The ACORD name and logo are registered marks of ACORD OR ID:24158763 HATCH: 2980777 0 civicplus.com ' V • 54 EXHIBIT B Certificate of Compliance Compliance with Oregon Tax Laws: In compliance with OAR 137-047-0260(2)(e),I hereby attest or affirm under penalty of perjury: That I am authorized to act on behalf of the proposer in this matter,that I have authority and knowledge regarding the payment of taxes, and that contractor• is, to the best of my knowledge, not in violation of any Oregon Tax Laws,as defined in ORS 305.380: Compliance with Nondiscrimination Laws: In compliance with ORS 279A.110(4), OAR 137-046-0210(2) and OAR 137-047-0260(2)(a)(E), I hereby attest or affirm under penalty of perjury that I am authorized to act on behalf of proposer in this matter,and to the best of my knowledge the proposer hasnot discriminated and will not discriminate, in violation of ORS 279A.110(1), against a minority,women or emerging small business enterprise certified under ORS 200.055 or against a business enterprise that is owned or controlled by or that employs a disabled veteran as defined in ORS 408.225 in obtaining a required subcontract. Corporate Officer: By: 74m---777 ---c/ Signature Cole Cheever Print Name Title:Senior VP of Operations Date: June 23, 2023 • • • Page 20 of 27:RFP Website Development CIVICENGAGE municipal websites CENTRAL COST PROPOSAL Municipal Website Development City of Ashland, Oregon PRESENTED BY: i Solomon Grover, Account Executive j 2:00:00 PM (PST), Thursday, July 20, 2023 o , �I IMP ! Cp CIVICPLUSO i • • • . Investment Proposal CivicPlus can appreciate the monetary constraints facing our governments each day.To help ease these concerns and assist with budgeting and planning, our proposed project and pricing are valid for 60 days from July 20, 2023. FEATURES & FUNCTIONALITY • 150 pages Content Development from URL • ashland.or.us • • Web Central CMS Tools,Widgets, &Features • Up to 100 Meetings Worth of Agendas&Minutes .• DNS Setup for URL ashland.or.us PDF/DOC Migration • Custom IdP Integration • Up to Two Days Virtual Content Consulting • AudioEye Managed • Up to Three Days Virtual Training (limit eight •. attendees/session) Value-Added Solutions ANNUAL RECURRING • SeeClicFix 311 CRM* • Agenda and Meeting Management Select* SERVICES • Codification&Online Code Hosting* • Hosting &Security • Process Automation &Digital Services* • One SSL Certificate • DNS Hosting for URL ashland.or.us IMPLEMENTATION .. • Software Maintenance Including Service • Premium Package Patches&System Enhancements •o .One Website Layout Built Using. Available 24/7 Technical Support&Access to the' . • • Flexible Layout Options CivicPlus Help Center o One Custom Website Design Built Using • Dedicated Customer Success Manager • Approved Layout&Up to One Advanced • 48-Month Premium Website Redesign Design Component Ashland's Investment Year 1 List Price 112,040.78 • Year 1 Total Discount . . . ($12,803.37) Total Investment - Year 1 • (includes one-time fees and Year 1 annual services) $100,146.41 • Annual Recurring Services - Year 2 (includes 5% uplift) $71,860.77 *Separate Implementation Plans- Each proposed CivicPlus solution has its own implementation plan and process, having been developed and honed over years of experience setting up and delivering such solutions to our customers. • • • civicplus.com ' • 1 Total Cost Breakdown by Solution Product Suite Year 1 Year 2 • Web Central . $37,401.40 . $15,148.35 SeeClickFix 311 CRM (Pro with Connector $22,590.26 $23,719.77 for Cartegraph OMS) Agenda and Meeting Management Select $17,454.75 $12,907.65 Codification & Online Code Hosting" 1 $5,825.00 $6,116.25 Process Automation & Digital Services $16,875.00 $13,938.75 r , Total $100,146.41 $71,830.77 • • • 0 civicplus.com 2 CivicPlus Project Pricing & Invoicing CivicPlus prices on a per-project,all-inclusive basis (stated in U.S.dollars).This type of pricing structure eliminates surprise.costs,the uncertainty of paying by the hour,and is overall more cost effective for our customers. It provides you with a price based on the products and features listed in this proposal that only varies if additional functionality, custom development,security,escrow requirements, or other design or project enhancements, outside of the included scope,are added prior to contract signing. r CIVICPLUS OFFERS: Standard Invoicing • 100% of Year 1 fees are due at contract signing • First-year Annual Services fee is included with your Year 1'cost • Subsequent annual invoicing occurs on the anniversary of the contract signing date, and is subject to a five percent technology fee uplift each year starting Year 2 of your contract • Customized Billing/Invoicing • Other billing options can be discussed before contract signing and,if feasible,a plan developed that works for all parties • Not available with all CivicPlus products—please reach out for more details • Payment Gateway Account • Your chosen payment gateway will collect and disburse all credit card monies • If selected,any of our partner payment gateway Vendors will conduct a rate analysis upon discovery to provide. the most competitive.percentage +fee per transaction rate • CivicPlus Pay integrates with several payment gateways to provide maximum flexibility to our customers'needs We will work with you before contract signing to determine which of our billing processes will meet both your needs for budget planning and our accounting processes. Proposal as Non-Binding Document A successful project begins with a contract that meets the needs of both parties.This proposal (including all supporting,technical, or specification documents required for submittal with the current RFP) is intended as a non- binding document, and the contents hereof may be superseded by an agreement for services. Its purpose is to provide information on a proposed project we believe will meet your needs based on the information available. If awarded the project, CivicPlus reserves the right to negotiate the contractual terms,obligations,covenants, and insurance requirements as provided in the RFP before a final agreement is reached. For reference, CivicPlus'standard Master Services Agreement and Solutions and Services Terms and Conditions can be found online at civicplus.heio/ he/en-us/p/leqal-stuff.We look forward to developing a mutually beneficial contract with Ashland. 0civicplus.com 3 • C� CIVICPLUS CivicPlus MasterServices Agreement This Master Services Agreement (this "Agreement") is incorporated as Exhibit B-A to the City of Ashland's Personal Services Agreement and governs all Statements of Work ("SOW") entered into by and between CivicPlus, LLC ("CivicPlus")and the customer entity identified on the SOW("Customer").This Agreement governs the use and provision of any Services purchased by Customer,as described in any signed SOW,". Recitals I. WHEREAS, CivicPlus is engaged in the business of developing and providing access to proprietary community engagement and government content, workflow, and general management software solutions, platforms and associated services(the"Services");and IL WHEREAS, Customer wishes to engage CivicPlus for the procurement of the Services and/or receive a license subscription for the ongoing use of the Services,as set forth in the SOW; NOW,THEREFORE,Customer and CivicPlus agree as follows: Agreement Term &tTermination 1. A delinquent Customer account remaining past due for longer than 90 days is a material breach by Customer and is grounds for CivicPlus termination.CivicPlus reserves the right to withhold,remove and/or discard Customer Data without notice for any breach, including,without limitation, Customer's non-payment.Upon termination for Customer's breach, Customer's right to access or use Customer Data immediately ceases,and CivicPlus shall have no obligation to maintain or forward any Customer Data. 2. Upon termination of this Agreement or any SOW for any reason,(a)the licenses granted for such relevant SOW by §11 below will terminate and Customer shall cease all use of the CivicPlus Property and Services associated with the terminated SOW and (b) any amounts owed to CivicPlus for work performed prior to termination shall become dueaccording to the terms set forth in the City of Ashland Personal Services Agreement.If Customer has paid in advance for the Services, and this Agreement terminates due to material breach of this Agreement by CivicPlus,CivicPlus shall refund Customer a prorated amount of any amount already paid.Upon termination by Customer for convenience or due to material breach by Customer,in addition to any remedy civicplus.com 1 302 South 4t Street, Suite 5001 Manhattan, KS 665021888-228-2233 . I Cp CIVICPLUSU . provided in this Agreement or provided in law or equity,CivicPlus shall be entitled to retain any amounts already paid. Sections 7,8, 10,14, 15, 18,32-34,40,and 42 will survive any expiration or termination of this Agreement. 3. At any time during the Term,CivicPlus may,immediately upon notice to Customer,suspend Customer and any of its Users access to any Service due to a threat to the technical security or technical integrity of the Services. - Invoicing &t Payment Terms 4. Customer will pay the amounts owed to CivicPlus for the development and implementation of the Customer's Services, as defined in the SOW("Project Development"), subscription and licensing, and annual hosting, support and maintenance services("Annual Recurring Services")in accordance with the payment schedule set forth on the applicable SOW.Invoices shall be sent electronically to the individual/entity designated in the SOW's contact sheet that is required to be filled out and submitted by Customer(the"Contact Sheet"). Customer shall provide accurate,current and complete information of Customer's legal business name, address, email address, and phone number in the,Contact Sheet upon submission of a signed SOW. Customer will maintain and promptly update the Contact Sheet information if it should change.Upon Customer's request,CivicPlus will mail hard-copy invoices for a$5.00 convenience fee to be added to the mailed invoice. 5. Each SOW will state the amount of days from date of invoice payment is due.Unless otherwise limited by law, a finance charge of 1.5 percent(%)per month or the maximum rate permitted by applicable law,whichever is less,will be added to past due accounts from due date until paid.Payments received will be applied first to finance charges,then to the oldest outstanding invoice(s).If the Customer's account exceeds 60 days past due, support will be discontinued until the Customer's account is made current.If the Customer's account exceeds 90 days past due,CivicPlus may suspend in progress Project Development and Annual Recurring Services will be discontinued,and the Customer will no longer have access' to the Services until the Customer's account is made current.Customer will be given 15 days'notice prior to discontinuation of Services for non-payment. 6. During the performance of Project Development, if Customer requests a change that requireslrepeatedefforts to previously approved work product and such change causes CivicPlus to incur additional expenses(i.e.airline change fees, resource hours, consultant fees, Customer does not show up for scheduled meetings or trainings), Customer agrees to reimburse CivicPlus for such additional expenses. CivicPlus shall notify Customer prior to incurring such expenses and shall only incur those expenses which are approved by Customer. Ownership a Content Responsibility 7. Upon full and complete payment of amounts owed for Project Development under theapplicable SOW, Customer will own any website graphic designs, Services content, module content, importable/exportable data, and archived information ("Customer Content") created by CivicPlus on behalf of Customer pursuant to this Agreement. "Customer Content"also includes,without limitation,any elements of text,graphics,images,photos,audio,video,designs,artworks, logos,trademarks, services marks, and other materials or content which Customer provides to CivicPlus for processing, transmission,storage,or inputs into any website,software or module in connection with any Services.Customer Content excludes any content in the public domain and any content owned or licensed by CivicPlus,whether in connection with providing Services or otherwise. 8. Upon completion of the Project Development,Customer will take over the management and control of the Services and Customer will assume full responsibility for Customer Content maintenance and administration. Customer, not CivicPlus, shall have sole responsibility for the accuracy, quality, integrity, legality, reliability, appropriateness, and civicplus.com 1302 South 4th Street,Suite 500 I Manhattan, KS 66502 1888-228-2233 CP CIVICPLUS' intellectual property ownership or right to use of all Customer Content. Customer hereby grants CivicPlus a worldwide, non-exclusive right and license to reproduce, distribute and display the Customer Content as necessary to provide the Services. Customer represents and warrants that Customer owns all Customer Content or that Customer has permission from the rightful owner to use each of the elements of Customer Content and that Customer has all rights necessary for CivicPlus to use the Customer.Content in connection with providing the Services. Customer agrees that CivicPlus shall not be responsible or liable for the content of messages created by Customer or by Customer's Users or end-users who access Service.Notwithstanding the foregoing,CivicPlus retains the right,but nott`the obligation,to remove any Customer Content that is libelous, harassing, abusive, fraudulent, defamatory, excessively profane, obscene, abusive,hate related, violent,harmful to minors,that advocates racial or ethnic intolerance, intended to advocate or advance computer hacking or cracking;or other material,products or services that violate or encourage conduct that would violate any laws or third- party rights. • 9: At any time during the term of the applicable SOW,Customer will have the ability to download the Customer Content and export the data that is processed through the Services("Customer Data").Customer may request CivicPlus to perform the export of Customer Data and provide the Customer Data to Customer in a commonly used format, at any time,for a fee to be quoted at time of request and approved by Customer.Upon termination of the applicable SOW for any reason, whether or not Customer has retrieved or requested the Customer Data, CivicPlus reserves the right to permanently and definitively'delete the Customer Content and Customer Data held in the Services thirty(30)days following termination of the applicable SOW.During the thirty(30)day period following termination of the SOW,regardless of the reason for its termination,Customer will not have access to the Services. 10. Intellectual Property in the software or other original works created by or licensed to CivicPlus,including all software source code,documents,and materials used in performing the Services("CivicPlus Property")will remain the property of CivicPlus. CivicPlus Property specifically excludes Customer Content. Customer shall not (i) license, sublicense, sell, resell,reproduce,transfer,assign, distribute or otherwise commercially exploit or make available to any third party any CivicPlus Property in any way, except as specifically provided in the applicable SOW; (ii) adapt, alter,modify or make derivative works based upon any CivicPlus Property; (iii) create internet"links"to the CivicPlus Property software or "frame"or"mirror"any CivicPlus Property administrative access on any other server or wireless or internet-based device that may allow third party entities,other than Customer,to use the Services;(iv)reverse engineer,decompile,disassemble or otherwise attempt to obtain the software source code to all or any portion of the Services;(v)make any attempt to gain unauthorized access to the Services and/or any of CivicPlus'systems or networks; or(vi)access any CivicPlus Property in order to:(a)build a competitive product or service,(b)build a product using similar ideas,features,functions or graphics of any CivicPlus Property,or(c)copy any ideas,features,functions or graphics of any CivicPlus Property.The CivicPlus name,the CivicPlus logo, and the product and module names associated with any CivicPlus Property are trademarks of CivicPlus,and no right or license is granted to use them outside of the licenses set forth in this Agreement. 11. Provided Customer complies with the terms and conditions herein, the relevant SOW, and license restrictions set forth in§10,CivicPlus hereby grants Customer a limited,nontransferable,nonexclusive,non-assignable license to access and use the CivicPlus Property associated with any valid and effective SOW, for the term of the respective SOW. The license set forth herein, shall only apply to the extent that Customer is using the Services for legitimate business use as intended by the purpose of the Services and not for the purpose of comparing the Services to a competitor or similar product of CivicPlus.Customer hereby warrants and affirms its purpose in accessing or otherwise using the Services is for their intended purpose only and understands and agrees that any other use shall be considered fraud. 12: All CivicPlus helpful information and user's guides for the Services("Documentation")are maintained and updated , electronically by CivicPlus and can be accessed through the CivicPlus"Help Center". CivicPlus does not provide paper copies of its Documentation. Customer and its Users are granted a limited license to access Documentation as needed. Customer shall not copy,download,distribute,or make derivatives of the Documentation,unless given prior authorization Civicplus to the contrry. 13. Customer acknowledges that CivicPlus may continually develop,alter,deliver,,and provide to the Customer ongoing civicplus.com 1302 South 4th Street, Suite 500 I Manhattan, KS 66502 1888-228-2233 • cp CIVICPLUS innovation to the Services, in the form of new features and functionalities. CivicPlus reserves the right to modify the Services from time to time.Any modifications or improvementsto the Services listed on the SOW will be provided to the Customer at no additional charge. In the event that CivicPlus creates new products or significant enhancements to the Services ("New Services"), and Customer desires these New Services, then Customer will have to pay CivicPlus the appropriate fee for the access to and use of the New Services. CivicPlus shall use its reasonable best efforts to provide- workarounds in the event any modification to the Services causes Customer to lose substantial functionality of the Services. 14. CivicPlus in its sole discretion, may utilize all comments and suggestions, whether written or oral, furnished by Customer to CivicPlus in connection with its access to and use of the Services (all reports, comments and suggestions provided by Customer hereunder constitute, collectively, the "Feedback"). Customer hereby grants to CivicPlus a worldwide, non-exclusive, irrevocable, perpetual, royalty-free right and license to incorporate the Feedback in the CivicPlus products and services. Indemnification: See City clause. Responsibilities of the Parties 15. CivicPlus will not be liable for any act, omission of act, negligence or defect in the quality of service of any underlying carrier, licensor or other third-party service provider whose facilities or services are used in furnishing any portion of the Service received by the Customer. 16. CivicPlus will not be liable for any failure of performance that is caused by or the result of any act or omission by Customer or any entity employed/contracted on the Customer's behalf.During Project Development, Customer will be responsive and cooperative with CivicPlus to ensure the Project Development is completed in a timely manner. 17. Customer agrees that it is solely responsible for the end-user's personal data that Customer decides to solicit,collect, store, or otherwise use in connection with any Service provided by CivicPlus. Customer understands and agrees that CivicPlus provides certain solutions with increased security measures for the solicitation and storage of any sensitive data, and it is Customer's responsibility to determine whether the data it solicits and collects should be stored in such solutions. Customer understands and agrees that CivicPlus does not have knowledge or control over what type of data Customer solicits therefore CivicPlus has no•responsibility for the use or storage of end-users' personal data in connection with the Services or the consequences of the solicitation,collection,storage,or other use by Customer or by any third party of any personal data.Customer has the sole control and responsibility over the determination of which data and information shall be included in the content that is to be transmitted and stored by CivicPlus. Customer shall not provide to CivicPlus or allow to be provided to CivicPlus any content that(a) infringes or violates'any 3rd party's intellectual property rights, rights of publicity or rights of privacy, (b) contains any defamatory material, or(c)violates any federal, state, local, or foreign laws,regulations,or statutes. . civicplus.com 1302 South 4th Street, Suite 500 I Manhattan, KS 66502 1888-228-2233 Cp CIVICPLUS' 18. Customer is responsible for all activity that occurs under Customer's accounts by or on behalf of Customer.Customer agrees to (a) be solely responsible for all designated and authorized individuals chosen by Customer("User") activity, which must be in accordance with this Agreement and the CivicPlus Terms of Use;(b)be solely responsible for Customer Data;(c)obtain and maintain during the term all necessary consents,agreements and approvals from end-users,individuals or any other third parties for all actual or intended uses of information, data or other content Customer will use in connection with the Services; (d)use commercially reasonable efforts to prevent unauthorized access to, or use of, any User's log-in information and the Services,and notify CivicPlus promptly of any known unauthorized access or use of the foregoing;(e)use commercially reasonable efforts to prevent unauthorized access to or use of the Services and CivicPlus Property and shall promptly notify CivicPlus of any unauthorized access or use of the Services and/or CivicPlus Property and any loss or theft or unauthorized use of any n User's password or username and/or personalinformation;and(f)use the Services only in accordance with applicable laws and regulations. 19. The Parties shall comply with all applicable local,state, and federal laws,treaties,regulations, and conventions in connection with its use and provision of any of the Services or CivicPlus Property. 20. CivicPlus shall not be responsible for any act or omission of any third-party vendor or service provider that Customer has selected to integrate,any of its Services with. 21. Customer understands that CivicPlus must fastidiously allocate resources across all of its customers.and specifically reserves necessary resources for Customer's Project Development. If any professional services, such as consulting or training, purchased by Customer are not used during the Project Development phase solely due to the inaction or unresponsiveness of Customer,then these services shall expire 60 days.after completion of Project Development. The Customer may re-schedule any unused professional services during this 60-day period as mutually agreed upon by the Parties. Any professional services that have not been used or rescheduled shall be marked as complete and closed upon the expiration of the 60-day period. Data Security 22. CivicPlus shall, at all times, comply with the terms and conditions of its Privacy Policy. CivicPlus will maintain commercially reasonable administrative, physical, and technical safeguards designed to protect the security and confidentiality of Customer Data.CivicPlus will not modify Customer Data or disclose Customer Data,except(a)in order to provide the Services;(b)to prevent or address service or technical problems in connection with support matters;(c)as specifically directed or expressly permitted in writing by Customer, (d) in compliance with our Privacy Policy; or(f) if compelled by law. Notwithstanding the foregoing, CivicPlus reserves the right to delete, suspend, or block known malicious accounts without Customer authorization.Customer understands that CivicPlus has no obligation to provide the Services or maintain the Customer Data,information or other material if Customer'saccounts are past due and unpaid as set forth in this Agreement. 23. Customer acknowledges and agrees that CivicPlus utilizes third-party service providers to host and provide the Services and store Customer Data and the protection of such data will be in accordance with such third party's safeguards for the protection and the security and confidentiality of Customer's Data. Notwithstanding anything to the contrary, CivicPlus shall have the right to collect and analyze data and other information relating to the provision, use and performance of various aspects of the Services and related systems and technologies (including, without limitation, information concerning Customer Data and data derived therefrom);and CivicPlus will be free(during and after the term hereof)to use such information and data to improve and enhance the Services and for other development,diagnostic and corrective purposes in connection with the Services and other CivicPlus offerings. 24. CivicPlus may offer Customer the ability to use third-party applications in combination with the Services.Any such third-party application will be subject to acceptance by Customer.In connection with any such third-party application civicplus.com 1302 South 4th Street, Suite 500 I Manhattan, KS 66502 1888-228-2233 COI CIVI.CPLUS agreed to by Customer,Customer acknowledges and agrees that CivicPlus may allow the third-party providers access to Customer Data as required for the interoperation of such third-party application with the Services.The use of a third-party application with the Services may also require Customer to agree to a separate agreement or terms and conditions with the provider of the third-party application,which will govern Customer's use of such third-party application. 25. In the event of a security breach due to the sole negligence,malicious actions,omissions,or misconduct of CivicPlus, CivicPlus,as the data custodian,will comply will all remediation efforts as required by applicable federal and state law. CivicPlus Support 26. CivicPlus will use commercially reasonable efforts to perform the Services in a manner consistent with applicable industry standards,including maintaining Services availability 24 hours a day,7 days a week with 99.9%uptime.Customer will have 24/7 access to the online CivicPlus Help Center(civicplus.help)to review use articles,software best practices, receive maintenance release notes,as well as submit and monitor omni-channel support tickets and access solution specific support contact methods(https://www.civicplus.help/hc/en-us/requests/new). 27. CivicPlus provides live support engineers based in the domestic United States to respond to basic questions concerning use and configuration, to diagnose software code-related errors, and proactively identify potential systems issues. CivicPlus support engineers serve a preliminary function in the agile development process and escalate defects to software developers or architects for remediation.For security'purposes,CivicPlus support engineers are not permitted to modify user accounts, and permissions nor distribute access outside of accounts established by means of a support interaction for testing. Customer delegated Usersmay receive tutorials and guidance on account modifications but will perform the action themselves. 28. CivicPlus support hours span between the hours of 7 am to 7 pm CST, but may vary by product. Customer may access the CivicPlus Help Center(civicplus.help)to obtain each product's support hours.After hours support is available by toll-free phone call only.Non-emergency support requested outside of support hours will be subject to additional fees, such fees will be quoted to Customer at the time of the request and will be subject to Customer acceptance and invoiced the next business day following the non-emergency support.CivicPlus shall have the sole discretion to determine in good faith whether support requests qualify as an emergency,exceed reasonable use or are outside the scope of services outlined in any SOW. 29. If a reported problem cannot be solved during the first support interaction,Customer will be provided a ticket number that will be used as communication method throughout ticket escalation until a solution is provided. Support service does not include support for errors caused by third party products or applications for which CivicPlus is not responsible. Marketing 30. Customer hereby authorizes CivicPlus to include CivicPlus's name and logo inconspicuously within the Client's instance of the Services. Customer may publicly refer to itself as a customer of the CivicPlus Services, including on Customer's website and in sales presentations.Notwithstanding the foregoing,each Party hereby grants the other a limited, worldwide,license to use the other's logo in conformance with such Party's trademark usage guidelines and solely for the purposes of providing the Services.In no event will either Party issue a press release publicly announcing this relationship without the approval of the other Party,such approval not to be unreasonably withheld. civicplus.com 1302 South 4th Street, Suite 500 I Manhattan, KS 66502 I 888-228-2233 Cp CIVICPLUS, Limitation of Liability 31. CivicPlus'liability arising out of or related to this Agreement,or any associated SOW,will not exceed the insurance limits provided by this Agreement. . 32. In no event will CivicPlus be liable to Customer for any consequential, indirect, special, incidental, or punitive damages arising out of or related to this Agreement. 33. The liabilities limited by Section 32 and 33 apply:(a)to liability for negligence;(b)regardless of the form of action, whether in contract,tort,strict product liability,or otherwise;(c)even if Customer is advised in advance of the possibility of the damages in question and even if such damages were foreseeable; and(d)even if Customer's remedies fail of their essential purposes. If applicable law limits the application of the provisions of this Limitation of Liability section, CivicPlus' liability will be limited to the maximum extent permissible. Warranties and Disclaimer • 34. Each person signing the SOW,or otherwise agreeing to the terms of this Agreement,represents and warrants that he or she is duly authorized and has legal capacity to execute and bind the respective Party to the terms and conditions of the SOW and this Agreement.Each Party represents and warrants to the other that the execution and delivery of the SOW and the performance of such Party's obligations thereunder have been duly authorized and that this Agreement is a valid and legal agreement binding on such Party and enforceable in accordance with its terms. Customer represents and warrants that Customer has not provided any false information to gain access to the Service and that Customer's billing information provided on the Contact Sheet is correct;and it has all necessary rights in the Customer Content to permit Customer's use of the Service and to grant the licenses contained in this Agreement without infringing the intellectual property or other rights of any third parties,violating any applicable laws,or violating the terms of any license or agreement to which it is bound. 35. CivicPlus warrants that the Services will perform substantially in accordance with documentation and marketing proposals,and free of any material defect.CivicPlus warrants to the Customer that,upon notice given to CivicPlus of any defect in design or fault or improper workmanship,CivicPlus will remedy any such defect. CivicPlus makes no warranty regarding,and will have no responsibility for,any claim arising out of:(i)a modification of the Servicesmade by anyone other than CivicPlus, even in a situation where CivicPlus approves of such modification in writing; or (ii) use of the Services in combination with a third-party service,web hosting service;or server not authorized by CivicPlus. 36. The Services may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, either by CivicPlus or by third-party providers, or because of other causes beyond CivicPlus's-reasonable control, but CivicPlus shall use reasonable efforts to provide advance notice in writing or by e-mail of any scheduled service disruption. HOWEVER, SERVICE PROVIDER DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR FREE;NOR DOES IT MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM USE OF THE SERVICES:EXCEPT FOR THE EXPRESS WARRANTIES IN THIS AGREEMENT, THE SERVICES ARE PROVIDED "AS IS AND CIVICPLUS HEREBY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE,INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR ARISING FROM A PRIOR COURSE OF DEALING. 37. EACH PROVISION OF THIS AGREEMENT THAT PROVIDES FOR A LIMITATION OF LIABILITY, DISCLAIMER OF WARRANTIES, OR EXCLUSION OF DAMAGES IS TO ALLOCATE THE RISKS OF THIS AGREEMENT BETWEEN THE PARTIES. THIS ALLOCATION IS REFLEC IED IN THE PRICING OFFERED BY CIVICPLUS TO CUSTOMER AND IS AN ESSENTIAL ELEMENT OF THE BASIS OF THE BARGAIN BETWEEN civicplus.com 1302 South 4th Street, Suite 500 I Manhattan, KS 66502 1888-228-2233 Cp CIVICPLUS ' , - • • THE PARTIES.EACH OF THESE PROVISIONS IS SEVERABLE AND INDEPENDENT OF ALL OTHER• PROVISIONS OF THIS AGREEMENT. Force Majeure 38. No party shall have any liability to the other hereunder by reason of any delay or failure to perform any obligation or covenant if the delay or failure to perform is occasioned by force majeure,meaning any act of God,storm ,pandemic, fire, casualty,unanticipated work stoppage,strike,lockout,labor dispute,civil disturbance,riot,war,national emergency, act of public enemy,internet service provider failure or delay,third party application failure, denial of service attack,or other cause of similar or dissimilar nature beyond its control. Taxes 39. The amounts owed for the Services exclude,and Customer will be responsible for,all sales,use,excise,withholding and any other similar taxes,duties and charges of any kind imposed by any federal,state or local governmental entity in connection with the Services (excluding taxes based solely on CivicPlus's income). If the Customer is tax-exempt, the Customer must provide CivicPlus proof of their tax-exempt status,within•fifteen (15) days of contract signing, and the fees owed by Customer under this Agreement will not be taxed.If such exemption certificate is challenged or held invalid by a taxing authority then Customer agrees to pay for all resulting fines,penalties and expenses. Other Documents: See City contract, section 22. • Interlocal Purchasing Consent/ Cooperative Purchasing 40. With the prior approval of CivicPlus,which may be withheld for any or no reason within CivicPlus's sole discretion, this Agreement and any SOW may be extended to any public entity in.Customer's home-state to purchase at the SOW prices and specifications in accordance with the terms stated herein. 41. To the extent permitted by law,the terms of this Agreement and set forth in one or more SOW(s)may be extended for use by other local government entities upon execution of a separate agreement, SOW,or other duly signed writing by and between CivicPlus and such entity,setting forth all of the terms and conditions for such use,including applicable fees and billing terms. ' 1 civicplus.com 1302 South 4Th Street, Suite 500 I Manhattan, KS 66502 1888-228-2233 Cp CIVICPLUS" Miscellaneous Provisions 42. The invalidity or unenforceability,in whole or in part,of any provision of this Agreement shall not void,affect the validity or enforceability of any other provision of this Agreement. 43. The Parties negotiated this Agreement with the opportunity to receive the aid of counsel and, accordingly, intend this Agreement to be construed fairly,according to its terms,in plain English,without constructive presumptions against the drafting Party. The headings of Sections of this Agreement are for convenience and are not to be used in interpreting this Agreement.As used in this Agreement,the word"including"means"including but not limited to." 44. The Parties will use reasonable,good faith efforts to resolve any dispute between them in good faith prior to initiating. legal action. 45. This Agreement and any SOW,to the extent signed and delivered by means of a facsimile machine or electronic mail, shall be treated in all manner and respects as an original agreement or instrument and shall be considered to have the same binding legal effect as if it were the original signed version thereof delivered in person.The Parties agree that an electronic signature is the legal equivalent of its manual signature on this Agreement and any SOW. The Parties agree that no certification authority or other third party verification is necessary to validate its electronic signature and that the lack of such certification of third party verification will not in anyway affect the enforceability of the Parties' electronic signature or any resulting agreement between CivicPlus and Customer. 46. Due to the rapidly changing nature of software as a service and digital communications, CivicPlus may propose updates to this Agreement from time to time. CivicPlus will provide Customer with written notice describing such change via email or through its website..In the event Customer rejects the update to the terms herein,Customer must notify CivicPlus of its objection within ten(30)days receipt of notice of such update. civicplus.com 1302 South 4th Street, Suite 500 I Manhattan, KS 66502 1888-228-2233 • . • ;11/ CivicPlus Statement of Work 302 South 4th St.Suite 500 Quote#: Q-45503-1,Q-36732-1,Q-36399-1,Q-45489-1,Q-44762-1" Manhattan,KS 66502 Date: ' 6/22/2023 5:38 PM US Expires On: 10/31/2023• . Client: .: Bill To: ASHLAND, OREGON ASHLAND, OREGON ' SALESPERSON Phone EMAIL DELIVERY METHOD PAYMENT METHOD Colleen Burke x colleen.burke@civicplus.com Net 30 QTY PRODUCT NAME DESCRIPTION PRODUCT TYPE 1.00 SeeClickFix Connector for SeeClickFix-hosted integration with Cartegraph OMS Renewable Cartegraph OMS https://www.civicservice.civicplus.help/hc/en-us/ articles/360043415454-SeeClickFix=Connect-for- • • Cartegraph • 1:00 SeeClickFix Pro • Unlimited gov user licenses for'the SeeClickFix CRM/311 " Renewable systemlthat includes request management, constituent management&profile,work order management, and a multi-channel communications inbox: List Price Year 1 Total / USD 26,576.78 Total Investment- Initial Term USD 22,590.26 Annual Recurring Services-Year 2 USD 23,719.77 Initial Term & Renewal Date 12 Months Initial Term Invoice Schedule 0 100% Invoiced upon Signature Date • Renewal Procedure Automatic 1 year renewal term, unless 60 • days notice provided prior to renewal date Renewal Invoice Schedule' Annually on date of signing • Annual Uplift 5% starting in Year 2 0. • . V.PD 06.01.2015-0048 • Page 1 of 10 ' r • • C. CivicPlus Statement of Work 302 South 4th St.Suite 500 r. Quote#: Q-36732-1 Manhattan,KS 66502 Date: 1/28/2023 5:09 PM US Expires On: • ' 12/15/2023 • Client: Bill To: ASHLAND, OREGON • ASHLAND, OREGON SALESPERSON Phone EMAIL. DELIVERY METHOD PAYMENT METHOD Solomon Grover x7852224856 grover@civicplus.com Net 30 • QTY PRODUCT NAME. DESCRIPTION PRODUCT TYPE 1.00 Process Automation Premium Process Automation Premium Package . 'Package 1.00 Forms &Apps Forms &Apps Renewable 1.00. ' Data Manager Module ' Data Manager Module Renewable 1.00 OB Connectors, PA ' . OB Connectors, PA Renewable 1.00 Workflow&Approvals Module Workflow&Approvals Module ' ' Renewable 1.00 Annual Professional Services-5 , Annual Professional Services-5 Hours • Renewable Hours . . 1.00 Process Automation Pay.-Global Process Automation Pay-Global Payments Integrated Payments Integrated . 1.00 Process Automation Pay Annual Pay Annual,maintenance and support fee Renewable Fee-Global Payments Integrated 1.00 Process Automation Pay 'Includes setting:CivicPlus Pay configuration, configuring One-time Implementation -Global CivicPlus products for accepting payments, advanced Payments Integrated troubleshooting with our partner's,support. 1.00 „Process Automation •The CivicPlus team will document your process workflow, One-time Implementation&Setup , and will work with your team to build, configure, and style • your solution. . Total Investment- Initial Term - USD 16,875.00 Annual Recurring Services-Year 2 • , USD 13,275.00 • V.PD 06.01.2015-0048 : Page 2 of 10 . • Initial Term &Renewal Date 5 12 Months Initial Term Invoice Schedule 30% invoiced on signature date and 70% invoiced 6 months from signature date or completion of implementation, if earlier Renewal Procedure - Automatic 1 year renewal term, unless 60 days notice provided prior to renewal date Renewal Invoice Schedule Annually on date of signing Annual Uplift 5% starting in Year 3 r • • • V.PD 06.01.2015-0048 - Page 3of10 CivicPlus Statement of Work 302 South 4th St.Suite 500 Quote#: Q-36399-1 Manhattan,KS 66502 Date: 1/19/2023 12:44 PM US Expires On: 12/15/2023 • Client: Bill To: ASHLAND, OREGON ASHLAND, OREGON • SALESPERSON Phone EMAIL DELIVERY METHOD PAYMENT METHOD Solomon Grover x7852224856 grover@civicplus.com Net 30 QTY PRODUCT NAME DESCRIPTION PRODUCT TYPE 1.00 CivicEngage AudioEye Managed AudioEye Managed: URL Renewable 4.00 Virtual Content Consulting- Virtual Content Consulting Up to 4 Hours-CivicEngage One-time CivicEngage , 1.00 Annual-CivicEngage Central Annual-CivicEngage Central Renewable 1.00 , Hosting&Security Annual Fee- Hosting &Security Annual Fee-CivicEngage Central Renewable CivicEngage Central 1.00 SSL Management—CP Provided SSL Management—CP Provided Only 1 per domain Renewable Only (Annually Renews) 1.00 DNS and Domain Hosting Setup DNS and Domain Hosting Setup (http://URL) One-time (http://URL) 1.00 DNS and Domain Hosting Annual DNS and Domain Hosting Annual Fee (http://URL) Renewable Fee(http://URL) 1.00 Premium Implementation sPremium Implementation One-time CivicEngage 1.00 48 Month Redesign Premium 4yr Redesign Premium Annual-CivicEngage Central Renewable Annual-CivicEngage Central 150.00 Content Development-1 Page- Content Development- 1 Page-CivicEngage One-time CivicEngage 6.00 New Customer System Training' CivicEngage System Training-Virtual, Half Day Block One-time (3h, virtual) -Web Central 1.00 Agendas & Minutes,Migration Content Migration :Agendas&Minutes-Per 100 One-time • -PDF- 100 Meetings- Meetings (Approx. 1 year) • CivicEngage V.PD 06.01.2015-0048 Page 4of10 QTY PRODUCT NAME DESCRIPTION PRODUCT TYPE 1.00 CivicEngage Custom IdP Custom IdP Integration Package Renewable Integration Package 1.00 CivicEngage Custom IdP Custom IdP Integration Annual Fee Renewable Integration Annual Fee • 1.00 CivicEngage Custom IdP Custom IdP Integration Implementation Fee One-time Integration Implementation Fee - - USD 13,1/15.00 Total Investment- Initial Term USD 37,401.40 Annual Recurring Services-Year 2 USD 14,427.00 Initial Term & Renewal Date 12 Months Initial Term Invoice Schedule 30% invoiced on signature date and 70% • invoiced 6 months from signature date or completion of implementation, if earlier Renewal Procedure Automatic 1 year renewal term, unless 60 days notice provided prior to renewal date Renewal Invoice Schedule Annually on date of signing Annual Uplift 5%starting in Year 3 • • • • • • • • V.PD 06.01.2015-0048 Page 5of10 • coo CivicPlus • Statement of Work • 302 South 4th St.Suite 500 • Quote#: Q-45489-1 • • Manhattan,KS 66502 Date: 6/22/2023 3:25 PM US Expires On: 11/22/2023 Client: Bill To: ASHLAND, OREGON ASHLAND, OREGON SALESPERSON Phone EMAIL V DELIVERY METHOD PAYMENT METHOD JR Riley x jriley@civicplus.com Net 30 QTY PRODUCT NAME DESCRIPTION PRODUCT TYPE 1.00 Republication Republication-Includes Land Use&codified code through One-time December 22,2022-Ord#3215 I with 3 printed copies & tabs 110pt font single column 3.00 Municode Tabs Municode Tabs One-time 1.00 Full-Service Supplementation Full-Service Supplementation Subscription inc land use Renewable Subscription ) 1.00 Quarterly Electronic Online Supplementation will begin with the ordinances Renewable Supplementation Service Included received on a quarterly basis. 1.00 Annual Print Supplementation Print Supplementation will begin with the ordinances Renewable Service Included received from the municipality on an annual basis. 3.00 Printed Copies and Freight Printed Copies and Freight Included Renewable Included-up to[#] copies 1.00 Online Code Hosting Premium . Premium Bundle: Custom Banner, CodeBank, CodeBank V Renewable Bundle Compare+eNotify, OrdBank and MuniPro 1.00 OrdLink Subscription OrdLink Subscription Renewable 1.00 MuniDocs Subscription: Up to 25 MuniDocs Subscription: Up to 25 GB Renewable GB Total Investment- Initial Term USD 5,825.00 Annual Recurring Services-Year 2 USD 6,116.25 V.PD 06.01.2015=0048 Page 6 of 10 V Initial Term & Renewal Date 12 Months Initial Term Invoice Schedule 100% Invoiced upon Signature Date Renewal Procedure Automatic 1 year renewal term, unless 60 days notice provided prior to renewal date Renewal Invoice Schedule Annually on date of signing Annual Uplift 5%starting in Year 2 • • • • V.PD 06.01.2015-0048 Page 7 of 10 cp CivicPlus Statement of Work 302 South 4th St.Suite 500 Quote#:_ Q-44762-1 Manhattan,KS 66502 Date: 6/16/2023 5:14 PM US Expires On: 10/31/2023 Client: Bill To: • ASHLAND, OREGON ASHLAND, OREGON SALESPERSON Phone EMAIL DELIVERY METHOD • PAYMENT METHOD Jacen Clapp x785-222-4874 jacen.clapp@civicplus.com Net 30 QTY PRODUCT NAME DESCRIPTION PRODUCT TYPE 1.00 CivicClerk Annual Fee CivicClerk Annual Fee-Agenda and Minutes Management Renewable 1.00 CivicClerk Year 1 Annual Fee Year 1 Annual Fee Discount Renewable Discount 1.00 CivicClerk Media Implementation CivicClerk Media Implementation Fee One-time 1.00 CivicClerk Media Annual Fee Unlimited storage, unlimited users, up to 3 concurrent Renewable streams 1.00 CivicClerk Year 1 Annual Fee Year 1 Annual Fee Discount Renewable Discount 1.00 Agenda & Meeting Management Premium Implementation Package—Up to 10 of Boards Select Premium Implementation Package • 1.00 CivicClerk Premium Configuration CivicClerk Premium Configuration One-time 1.00 CivicClerk Custom Template CivicClerk Custom Template Set-includes 2 Agenda . One-time Design templates, 1 Item Report template, 1 Minutes template, 1 Agenda Script template 2.00 CivicClerk Consulting (1h, virtual) 1 hour Virtual Consulting One-time 1.00 CivicClerk Virtual Training(Half Training (Virtual)- half day, up to 4 hours One-time Day Block) 1.00 CivicClerk Virtual Training(Half Training (Virtual)- half day, up to 4 hours One-time Day Block) • V.PD 06.01.2015-0048 Page 8of10 QTY PRODUCT NAME DESCRIPTION PRODUCT TYPE 1.00 CivicClerk Historical File Import CivicClerk Historical File Import(up to 7,500 files—PDF/ One-time (up to 7,500 files—PDF/MP3/ MP3/MP4) MP4) List Price Year 1 Total USD 20,528.00 Total Investment- Initial Term USD 17,454.75 Annual Recurring Services-Year 2 USD 12,907.65 Initial Term &Renewal Date 12 Months Initial Term Invoice Schedule• 100% Invoiced upon Signature Date Renewal Procedure Automatic 1 year renewal term, unless 60 days notice provided prior to renewal date Renewal Invoice Schedule Annually on date of signing Annual Uplift 5% starting in Year 2. Combined Project Totals for Year 1 USD 100,146.41 Combined Project Totals for Year 2 USD 70,445.67 • This Statement of Work("SOW')shall be subject to the terms and conditions of the CivicPlus Master Services Agreement and the applicable Solution and Services terms and conditions located at https://www.civicplus.help/hc/en-us/p/legal- stuff(collectively, the"Binding Terms"), By signing this SOW, Client expressly agrees to the terms and conditions of the Binding Terms throughout the term of this SOW. • • V.PD 06.01.2015-0048 Page 9 of 10 • OR - Ashland - Contract signed Final Audit Report 2023-09-27 Created: 2023=09-27 By: Jason Wegner(jason:wegner@ashland.or.us)" Status:. Signed Transaction ID: CBJCHBCAABAABRgNAsS6r1-1b4UshznziYfC3vdQe67U77 "OR - Ashland - Contract signed" History n Document created by Jason Wegner(jason.wegner@ashland.or.us) 2023-09-27-9:54:34 PM GMT a Document emailed to Sabrina Cotta (sabrina.cotta@ashland.or.us)for signature 2023-09-27-10:07:35 PM GMT t Email viewed by Sabrina Cotta (sabrina.cotta@ashland.or.us) 2023-09-27-10:54:44 PM GMT 650 Document e-signed by Sabrina Cotta (sabrina.cotta@ashland.or.us) Signature Date:2023-09-27-10:55:03 PM GMT-Time Source:server O Agreement completed. 2023-09-27-10:55:03 PM GMT • • 13 Adobe Acrobat Sign