Service Solicited - 2025 - DataworksPlus - Hardware & Software ContractAGENCY: City of Eagle
660 E. Civic Lane
Eagle, ID 83616
TERM EFFECTIVE: Start: 8/1/2025 End: 7/31/2026
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 Job Number 21-00768:
Hardware: FINAL YEAR OF HARDWARE COVERAGE
One (1) Dell Precision 3440 Workstation
• Machine Name/Service Tag: DWIDEAG801/2TKDKD3
• 1x2TBHDD
• 1 x 1TB SSD
One (1) Monitor
One (1) UPS
One (1) Epson V850 Scanner
• Serial Number: US5W022634
Software:
One (1) NIST Manager Plus TM Certified Scanning Software
1. REPORTING A PROBLEM TO DATAWORKS PLUS:
1.1 The Agency can contact Technical Support using either of the following options:
➢ Toll -free telephone support (866-632-2780, dial "3" for Customer Support)
➢ Email: suppoit@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 Agency will 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.
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 Agency can, 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 parry 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 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.
S. 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
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.
See Addendums A and B 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.
CJIS, SOC II, or other audit reports needed by the customer will be billed additionally at the standard
hourly rate. For a custom quote, contact your account manager.
By signing this contract, you consent to allowing DataWorks Plus employees to use text messages as a
means of communication.
DATAWORKS PLUS
Federal ID: 57-1104887
Name: Jessica Mensino
Signature:
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Title: Director of Contracts
Date: July 14, 2025
Agency: CAA Of &AIQ
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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.
S. 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.
ADDENDUM B — Dedine 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.