Service Solicited - 2023 - DataWorks Plus - DataWorks Plus Maintenance Agreement DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive Ataftrks Re4 864.672.2780(P)
Greenville, SC 29607 864.672.2787(F)
AGENCY: City of Eagle
660 E. Civic Lane
Eagle, ID 83616
TERM EFFECTIVE: Start: 8/1/2023 End: 7/31/2024
NOTE: THIS DOCUMENT IS NOT AN INVOICE. AGENCY MUST RETURN SIGNED COPY OF RENEWAL OR A
PURCHASE ORDER IN ORDER TO RECEIVE INVOICE.
STANDARD SOFTWARE AND HARDWARE SUPPORT: (AMOUNT: $780.00)
➢ 8 a.m. — 5 p.m. (M-F, Excluding Holidays)Telephone Support: 2 Hour Response
➢ Free Remote SOFTWARE Updates for DataWorks Plus Applications During Normal Business Hours —
does not include Operating System
➢ Remote Dial-in Analysis
➢ Shipping for Covered Defective HARDWARE (listed below) with Remote Installation Assistance
➢ Free yearly account call review upon request
DWP Sob Number 21-00768:
Hardware:
One (1) Dell Precision 3440 Workstation
• Machine Name/Service Tag: DWIDEAG801/2TKDKD3
• 1x2TBHDD
• 1 x 1TB SSD
One (1) 24"Monitor
One (1) UPS 600
One (1) Epson V850 Scanner
• Serial Number: US5W022634
Software:
One (1) NIST Manager Plus TM Certified Scanning Software
DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive data Works P&4 864.672.2780(P)
Greenville, SC 29607 864.672.2787(F)
1. REPORTING A PROBLEM TO DATAWORKS PLUS:
1.1 The Agencycan contact Technical Support using either of the following options:
➢ Toll-free telephone support (866-632-2780,dial"3"for Customer Support)
➢ Email: support@dataworksp/us,com
1.2 The Agency should use our toll-free number to report problems that require immediate attention. To
expedite the problem, the Agency needs to have readily available, the machine name or IP address of
HARDWARE or SOFTWARE with the problem, the type of SOFTWARE with the issue and a sample
record number.
2. DATAWORKS PLUS RESOLUTION PROCESS: (SEE ADDENDUM/EXCLUSIONS)
2.1 DATAWORKS PLUS Technical Support Team will open a ticket in our tracking system as
acknowledgment of an issue reported to us. The Agency can request the ticket number for their
tracking purposes.
2.2 DATAWORKS PLUS Technical Support will connect to the system remotely to determine the problem
and resolution.
➢ DATAWORKS PLUS will contact the Agency upon closure of the ticket.
➢ DATAWORKS PLUS will, at no additional expense to the Agency, correct any failures of the
covered SOFTWARE to meet its specifications.
➢ NOTE: If Agencywill not provide DATAWORKS PLUS with remote dial-in access for support
issues and DATAWORKS PLUS is required to go to Agencysite(s) to determine the problem and
resolution, resolution time will be delayed and Agencywill be financially responsible for
DATAWORKS PLUS travel time and out-of-pocket expenses.
2.3 If the remote site support does not satisfactorily resolve the problem, DATAWORKS PLUS may choose
to send a qualified technician to your site to correct the problem. The decision to send a technician
onsite will be at the sole discretion of DATAWORKS PLUS and will be done at no additional expense to
the Agency.
3. DATAWORKS PLUS RESPONSIBILITIES TO SOFTWARE:
3.1 DATAWORKS PLUS will, at no additional expense to the Agency, provide all enhancements, additions
and updates to the SOFTWARE. The Agency can contact our Technical Support team to schedule
SOFTWARE updates for any SOFTWARE purchased from DATAWORKS PLUS; does not include
Operating System. All SOFTWARE updates should be scheduled during normal business hours. Fees for
non-business hours updates can be provided as needed.
✓ DATAWORKS PLUS warrants that its products are free from viruses. Any virus introduced to the
Agency's system by DATAWORKS PLUS will be remedied at the sole expense of DATAWORKS
PLUS.
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DataWorks Plus, LLC e_.. 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive data Works P&4 864.672.2780(P)
Greenville, SC 29607 864.672.2787 (F)
4. AGENCY'S RESPONSIBILITIES:
4.1 Maintenance does not cover virus protection or system failure due to virus infection. The on-site
system administrator is responsible for Operating System and SQL patches/updates as well as Anti-
virus SOFTWARE updates. The Agency will be responsible for any damage or failure caused by a
computer virus. In the event that a system becomes infected and the Agency requires assistance,
DATAWORKS PLUS will assist the Agency on a time and materials basis. Systems that have been
infected can contact DATAWORKS PLUS to assist with rebuilds after they have completed a complete
virus scan and malware scan of the system.
4.2 However, the Agency can, at no additional expense, contact our technical support team for assistance
in setting the proper exclusions for anti-virus solutions provided by the Agency.
4.3 The Agency is responsible for providing a backup solution and ensuring that backups are being
conducted. The Agencycan, at no additional expense, contact DATAWORKS PLUS support to configure
SQL backups to disk or USB drive. DATAWORKS PLUS encourages customers to provide a 3rd party
backup solution.
4.4 Agencies that need to replace agency-provided hardware can contact DATAWORKS PLUS for a services
quote to migrate databases and/or applications. The agency, in this event, will be responsible for the
following: Replace the hardware, install the OS and patches, install SQL, and provide a means of access
(VPN or dial-in) to the new hardware. DATAWORKS PLUS will be responsible for re-loading the
DATAWORKS PLUS software and working with the customer to recover the database.
5. DATAWORKS PLUS HARDWARE RESPONSIBILITIES: (The section below relates only to
HARDWARE listed on this contract as covered by DATAWORKS PLUS—See covered hardware
beginning on Page One to determine if this section applies to your Agency)
5.1 DATAWORKS PLUS will, at no additional expense to the Agency, repair or replace any piece of covered
HARDWARE that malfunctions due to normal wear and tear based on manufacturer specifications at the
time of purchase. This does not cover HARDWARE malfunctions due to acts of God, abusive damage or
accidents, or HARDWARE/HARDWARE components replaced at the discretion of the Agency.
5.2 This contract does not include consumable items such as (but not limited to) batteries, printer paper,
printer ribbons, toner, photographic paper, print heads, magnetic tapes, or transfer ribbons for printers.
This applies only to customers who have purchased printers from DATAWORKS PLUS and those printers
are under a current support agreement.
5.3 DATAWORKS PLUS reserves the right to replace any piece of covered HARDWARE with the same or
comparable model if the existing model is no longer available. The decision to replace HARDWARE is at
the sole discretion of DATAWORKS PLUS.
5.4 DATAWORKS PLUS reserves the right to discontinue coverage for printers that become "general use"
printers, instead of printers used exclusively for DATAWORKS PLUS applications.
5.5 DATAWORKS PLUS will, at no additional expense to the Agency, provide next-day delivery (except
Sundays and Holidays, in which case, delivery will be scheduled for the next business day) of a
replacement unit for any piece of covered HARDWARE that malfunctions due to normal wear and tear.
DATAWORKS PLUS will provide next-day delivery by UPS Red Label, FedEx Priority Overnight, or a
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DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive to Works Pea 864.672.2780(P)
Greenville, SC 29607 864.672.2787 (F)
similar service. Replacement units will be loaned to the Agency until DATAWORKS PLUS has repaired
the failed unit or until DATAWORKS PLUS makes the decision to provide a permanent replacement.
5.6 DATAWORKS will provide telephone assistance for connectivity for defective HARDWARE listed below:
Camera equipment, panner sets, keyboards, external disk drives, monitors, mice.
5.7 DATAWORKS PLUS will, at no additional expense to the Agency, provide all computer-related and
firmware updates as deemed necessary, for all computer equipment purchased.from DATAWORKS
PLUS and all DATAWORKS PLUS SOFTWARE applications. Additional charges may apply for firmware
upgrade for mobile devices.
5.8 Armband Hardware: Armband hardware purchased from and provided by DATAWORKS PLUS is
specifically engineered and designed for exclusive use with DATAWORKS PLUS armbands. We cannot
guarantee the effectiveness of this equipment when used with other brands of armbands/wristbands
and their application. Using armbands/wristbands from a vendor other than DATAWORKS PLUS may
void the maintenance agreement. This hardware includes: Trim Die Hole Punch, Model 5560 Laminator,
Rivet Tool, and Armband Photo Die Cutter.
➢ For defective armband hardware: DATAWORKS PLUS will ship the defective hardware to our
headquarters at no expense to the Agency. DATAWORKS PLUS will repair the armband
hardware and ship the original hardware back to the Agency. No loaner equipment will be
provided during this time.
6. CONNECTIVITY:
6.1 DATAWORKS PLUS can provide remote connectivity SOFTWARE (such as VNC or Remote Desktop)
necessary to provide remote site support. The Agency is responsible for providing a VPN or direct-
inward-dial telephone line. DATAWORKS PLUS is not responsible for any annual or monthly SOFTWARE
fees for connectivity purposes.
7. ADDITIONAL TRAINING:
7.1 Upon request, DATAWORKS PLUS will provide a 30% discount on refresher training to the Agency.
Quotes for training can be obtained by contacting Agency's account manager.
8. ASSISTANCE BEYOND THE SCOPE OF THIS CONTRACT:
8.1 Additional engineering, development, or support efforts by DATAWORKS PLUS, beyond the scope of
this agreement, may be billable. This includes, but is not limited to, the following items:
• Migration of applications and/or databases to new hardware
• Migration of DataWorks Plus applications to agency-provided hardware
• Physical relocation of hardware
• Interface modifications needed due to changes made outside of DataWorks Plus applications.
The agency can contact DataWorks Plus for billable rates.
9. CONTRACT CANCELLATION:
9.1 The Agency through written notification to DATAWORKS PLUS may cancel this maintenance/support
agreement; a minimum of 30 days is required for this notice. Any unused portion of the
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DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive to Works Piece 864.672.2780(P)
Greenville, SC 29607 864.672.2787(F)
maintenance/support costs listed on this contract will be refunded to the Agency at a pro-rated
amount.
10. END OF LIFE POLICY:
DATAWORKS PLUS guarantees hardware support for five years and will give the Agency a one year
written notification regarding hardware that is approaching end of life. End of Life refers to hardware
that we can no longer maintain due to age. Customers with end of life notifications should contact their
Account Manager for options.
www.dataworksplus.com
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DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive ata Works 7)e4 864.672.2780(P)
Greenville, SC 29607 864.672.2787(F)
""See Addendums A and 8 for information on moving SOFTWARE licenses to new HARDWARE and Decline of
Maintenance.
If the Agency requires the CJIS security addendum documentation for our support staff, please contact Support
and this will be sent at the earliest.
DATAWORKS PLUS Agency: L4� dk�e� j;j
Federal ID: 57-1104887
Name: \ 16LS o t e✓C<_1
Name: Kelly Thomas
Signature:
Title: ✓
Signature:
Date:
Date: June 16, 2023
PO#:
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DataWorks Plus, LLC e-.- 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive data Works PI&4 864.672.2780(P)
Greenville, SC 29607 864.672.2787(F)
DATAWORKS PLUS INTERCONNECT CONFERENCE REGISTRATION FORM
❑ Please check the box if you would like to be billed for attending our InterConnect
advanced training conference. This will be added to your maintenance invoice.
Price is $2,500.00 per individual and includes airfare and hotel accommodations. Money
can be refunded as long as no tickets or confirmed reservations have been made.
x $2,500.00 =
# Attendees x $2,500.00 = Total
The total will be added to your maintenance invoice or you can request a separate invoice.
Check our website regularly for more details.
www.DataWorksPlus.com
www.dataworksplus.com
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DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive Sata Works P&4 864.672.2780(P)
Greenville, SC 29607 864.672.2787(F)
ADDENDUM A
Occasionally, customers have a need to move our SOFTWARE licenses to new HARDWARE, either due to
HARDWARE failure or simply as a HARDWARE upgrade. DATAWORKS PLUS considers application upgrades
as a part of our standard maintenance plan. However, system moves are not covered under the plan.
Customer should contact DATAWORKS PLUS for pricing for system moves. Customers who need to move
SOFTWARE/databases to new HARDWARE will need to do the following:
1. Contact DATAWORKS PLUS at 866.632.2780 for pricing and scheduling;
2. Provide DATAWORKS PLUS with an equivalent HARDWARE solution as the original HARDWARE, with
any SOFTWARE installed that was originally installed by the Agency;
3. Provide VPN access to the new system and the old system simultaneously until the move is complete;
4. Provide access to system backups and logs.
5. DATAWORKS PLUS understands that some Agencies prefer to handle application license moves to
customer owned HARDWARE without DATAWORKS PLUS assistance. In this instance, it is the
Agencies responsibility to notify DATAWORKS PLUS so that maintenance coverage will continue for
the license(s). The following information should be given to DATAWORKS PLUS to update license
information on the maintenance record:
• Previous machine name and IP
• New machine name and IP
➢ DATAWORKS PLUS is not responsible for providing on-site assistance in the event of customer provided
hardware failure.
DATAWORKS PLUS is not responsible for engineering/development work to reconstruct corrupt databases
due to customer-provided hardware failure, or failure due to viruses/malware.
➢ Customers who wish to schedule license moves and/or hardware upgrades may contact DATAWORKS
PLUS for fees and scheduling.
Customers may contact us for pricing for a maintenance uplift plan that includes software license moves.
➢ Our standard rates of$180 per hour, 2 hour minimum, will apply for any installation or deployment
related support issues after the initial training and installation for Kiosk.
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DataWorks Plus, LLC 866-632-2780(Toll-Free)
728 N. Pleasantburg Drive data Works Pe4 864.672.2780(P)
Greenville, SC 29607 864.672.2787 (F)
ADDENDUM 6— DECLINE OF MAINTENANCE
The following information is included in the event that your agency declines maintenance with DATAWORKS
PLUS:
Should you need assistance going forward, please note the Time and Materials process below:
➢ If technical assistance is needed, please contact DATAWORKS PLUS at 866.632.2780 x 3.
DATAWORKS PLUS will open a ticket for your Agency and work to get you a quote for services.
Your agency will be provided the information necessary so your agency can issue a purchase order for
services. Typically, this purchase order will be for the two-hour minimum.
➢ Upon receipt of the purchase order, our technicians will connect to your site to determine the cause of
the problem and an estimate of time for resolution.
➢ If the problem can be resolved during the two-hour minimum time-frame listed in the purchase order, we
will proceed with the repair. DATAWORKS PLUS support technicians will contact your Agency before
going above the time limit issued by your Agency.
➢ If the problem requires HARDWARE to resolve, DATAWORKS PLUS will issue your Agency a quote for the
HARDWARE separately, provided the HARDWARE is not listed as obsolete by DATAWORKS PLUS. T&M
agencies are responsible for shipping costs for the replacement HARDWARE. Be advised that significant
downtime could result if hardware repairs are warranted.
➢ Upon closure of the ticket, DATAWORKS PLUS will issue an invoice with the purchase order given at the
time of the initial call. Please note that agencies with current maintenance contracts will get priority in
our support tracking system. However, we are happy to give agencies a time-frame for resolution.
➢ DATAWORKS PLUS does not provide on-site support for non-maintenance customers.
➢ DATAWORKS PLUS does not provide SOFTWARE upgrades for non-maintenance customers. Be advised
that some SOFTWARE upgrades may be required to remain in compliance with state certifications. Non-
maintenance customers can purchase SOFTWARE upgrades at the prevailing rate.
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