MAINTENANCE AND SUPPORT SERVICE LEVEL AGREEMENT This Agreement is made as of July 1, 2011 (the “Effective Date”), by and between Sagitec Solutions LLC, with its principal place of business at 422 County Rd D East, Little Canada, MN 55117 ("Sagitec") and Kansas Public Employees Retirement System, 611 S. Kansas Ave., Suite 100, Topeka, KS 66603- 3869 ("KPERS"). RECITALS Customer has licensed certain software products from Sagitec, Customer desires that Sagitec provide certain maintenance and support services with respect to those software products, and Sagitec desires to provide such services to Customer under the terms and conditions of this Agreement. NOW THEREFORE, in consideration of the covenants set forth herein, it is agreed as follows: 1. DEFINITIONS . The following words, terms and phrases, where written with an initial capital letter will have the meanings assigned to them below: 1.1 “Documentation” will mean the documentation provided by Sagitec with respect to the Products. 1.2 "Confidential Information" will mean the Products, Documentation, data and all other information that (i) is disclosed by either party in any tangible form and clearly labeled or marked as confidential, proprietary or its equivalent, (ii) is disclosed by either party orally or visually, and designated confidential, proprietary or its equivalent at the time of its disclosure and reduced to writing and clearly marked or labeled as confidential, proprietary or its equivalent within thirty (30) days of disclosure, and (iii) which either party receives, or has access to during the term of this Agreement, that the recipient knows or should reasonably be expected to know is confidential to the other party. 1.3 “Products” will mean the Sagitec Neospin™ Framework. 1.4 “Sagitec Point of Contact” will mean the Sagitec point of contact for support services that is identified in Section 11.3 of this Agreement. 2. MAINTENANCE . 2.1 Sagitec will deliver to Customer all updates, modifications and enhancements to the Products that Sagitec provides to Sagitec customers that receive maintenance services for the Products during the term of this Agreement. Upon delivery to Customer, all such updates, modifications and enhancements to the Products will be deemed part of the Products and subject Page 1 of 17
Transcript
MAINTENANCE AND SUPPORTSERVICE LEVEL AGREEMENT
This Agreement is made as of July 1, 2011 (the “Effective Date”), by and between Sagitec Solutions LLC, with its principal place of business at 422 County Rd D East, Little Canada, MN 55117 ("Sagitec") and Kansas Public Employees Retirement System, 611 S. Kansas Ave., Suite 100, Topeka, KS 66603-3869 ("KPERS").
RECITALS
Customer has licensed certain software products from Sagitec, Customer desires that Sagitec provide certain maintenance and support services with respect to those software products, and Sagitec desires to provide such services to Customer under the terms and conditions of this Agreement.
NOW THEREFORE, in consideration of the covenants set forth herein, it is agreed as follows:
1. DEFINITIONS. The following words, terms and phrases, where written with an initial capital letter will have the meanings assigned to them below:
1.1 “Documentation” will mean the documentation provided by Sagitec with respect to the Products.
1.2 "Confidential Information" will mean the Products, Documentation, data and all other information that (i) is disclosed by either party in any tangible form and clearly labeled or marked as confidential, proprietary or its equivalent, (ii) is disclosed by either party orally or visually, and designated confidential, proprietary or its equivalent at the time of its disclosure and reduced to writing and clearly marked or labeled as confidential, proprietary or its equivalent within thirty (30) days of disclosure, and (iii) which either party receives, or has access to during the term of this Agreement, that the recipient knows or should reasonably be expected to know is confidential to the other party.
1.3 “Products” will mean the Sagitec Neospin™ Framework.
1.4 “Sagitec Point of Contact” will mean the Sagitec point of contact for support services that is identified in Section 11.3 of this Agreement.
2. MAINTENANCE.
2.1 Sagitec will deliver to Customer all updates, modifications and enhancements to the Products that Sagitec provides to Sagitec customers that receive maintenance services for the Products during the term of this Agreement. Upon delivery to Customer, all such updates, modifications and enhancements to the Products will be deemed part of the Products and subject to the terms and conditions of the Customer’s license agreement that is applicable to the Products.
2.2 Title to and ownership of all rights in and to the Products and Documentation, including copyright and all other intellectual property rights, will at all times remain with Sagitec. The Customer will acquire no right whatsoever to all or any part of the Products or Documentation except the right to use the Products and Documentation in accordance with terms and conditions of the licenses granted by Sagitec in its other agreements with Customer.
2.3 Products and Documentation may not be sold, leased, assigned, sublicensed or otherwise transferred, in whole or in part, directly or indirectly. Customer will not modify the Products, attempt to decompile, cross compile, disassemble, reverse engineer, or use any other means to decode the Products, or permit affiliates, contractors, users or other third parties to do so. No license is granted to use any Products component in source code form. All proprietary and copyright notices must be retained in any copies made of the Products and Documentation.
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3. Support Service Level Agreement.
3.1 Sagitec will provide Customer with the Sagitec support services that are made generally available by Sagitec to its customers that receive support services.
3.2 Sagitec’s support staff will be available to assist Customer with general information regarding the configuration, installation and use of the Products during Sagitec’s normal hours of technical assistance operation: Sagitec support hours are 7:00AM MST to 7:00 PM MST, Monday through Friday, exclusive of United States Federal holidays as published by the U.S. Office of Personnel Management.
3.3 Sagitec will provide a first level of response to reported software defects with written acknowledgment of the report that is delivered to Customer by E-mail. Sagitec will provide a second level of response to software defect reports with a patch, workaround or other temporary resolution to reported software defects. Sagitec’s final response to reported software defects will be the provision of an update release or version release, an operations process revision, or another official problem resolution. Sagitec will provide Customer with a copy of their support services procedures.
The timing of Sagitec’s responses will be based upon the classification of the reported error. System errors will be classified as follows:
ClassificationP1 Fatal: Errors preventing all useful work from being done, or site outage.P2 Severe Impact: Errors that disable major functions from being performed, or that
have a severe site performance impact.P3 Degraded Operations: Errors disabling or impacting performance only in certain
non-essential functions.
Sagitec’s responses to such errors will be provided within the following time periods:
Classification Sagitec ResponseFirst Level Second Level Third Level
P1 Within 1 hour when reported during Sagitec support hours. Within 2 hours when reported after Sagitec support hours.
Constant effort until relief provided
Within 15 days
P2 Within 2 hours when reported during Sagitec support hours. Within 4 hours when reported after Sagitec support hours.
Within 7 days Within 30 days
P3 Within 24 hours Within 14 days Within 180 days or as agreed to by parties
3.4 Customer acknowledges and agrees that (i) Sagitec will determine the appropriate level of severity for all reported errors, (ii) Sagitec has no obligation to correct any error that is caused by Customer fault or error, (iii) except as provided above, Sagitec has no obligation to correct errors that only minimally reduce efficiency or ease of use, and (iv) Sagitec has no obligation to correct errors that result from changes in the operating environment in which the Products are installed.
3.5 Customer support requests must be submitted to the Sagitec Point of Contact by Customer’s individual support contacts.
3.6 Refer to Exhibit D for a description of individual services making up the total package of disaster recovery services provided by Sagitec, LLC and the reciprocal commitments made by KPERS. Charges for services, invoicing and payment arrangements related to disaster recovery services are also detailed in this exhibit.
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3.6 Sagitec's sole obligation and Customer’s sole and exclusive remedy for any failure to meet the foregoing Sagitec response commitments will be to credit Customer’s account for fees due under this Agreement in the amounts provided in Exhibit C to this Agreement.
4. CUSTOMER OBLIGATIONS.
Sagitec’s obligations to provide support and remedial services under this Agreement are conditioned upon:
(a) the installation and operation by Customer of the most current Major release(s) of the Products within twelve (12) months of the first availability of those releases, unless an alternative date is mutually accepted;
(b) the provision of such information that Sagitec requests about errors in the Products and the operating environment for the Products; and
(c) Customer providing Sagitec with the access to the Products that is adequate for Sagitec to perform its obligations under this Agreement.
5. ADDITIONAL SERVICES. In addition to the services described in Sections 2 and 3 of this Agreement, Sagitec will provide the services described in Exhibit B to this Agreement that are applicable to the Service Bundle level that Customer selects.
6. SERVICE LIMITATIONS. Maintenance and support services under this Agreement are limited to (i) the Products for Bronze Level Service, and (ii) for Silver Level Service and Gold Level Service, the Products, Studio, NeoFlow, and NeoCertify. Sagitec has no obligation to address issues arising with respect to other products, or errors in the Products that are caused by other products.
7. FEES. Customer will pay the fees described in Exhibit A to this Agreement, at the times provided in that Exhibit A. Sagitec will not be obligated to perform services hereunder should an undisputed payment be more than thirty (30) days overdue. The foregoing will be in addition to, and not exclusive of Sagitec's right to terminate this Agreement in the event of any payment from Customer is overdue.
8. WARRANTY AND LIMITATION OF LIABILITY.
8.1 SAGITEC HEREBY DISCLAIMS ALL EXPRESS OR IMPLIED WARRANTIES WITH RESPECT TO THE PRODUCTS AND SERVICES PROVIDED UNDER THIS AGREEMENT, INCLUDING WITHOUT LIMITATION ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR USE, FREEDOM FROM INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY, OR ARISING FROM COURSE OF PERFORMANCE, COURSE OF DEALING OR USAGE OF TRADE.
8.2 IN NO EVENT, WITH THE EXCEPTION OF NEGLIGENCE, WILL SAGITEC’S LIABILITY OF ANY KIND WITH RESPECT TO THE PRODUCTS AND SERVICES PROVIDED UNDER THIS AGREEMENT, OR OTHERWISE ARISING OUT OF OR RELATING TO THIS AGREEMENT, INCLUDE ANY SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL LOSSES OR DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH POTENTIAL LOSS OR DAMAGE. IN NO EVENT WILL SAGITEC'S LIABILITY OF ANY KIND EXCEED THE AMOUNT REMITTED TO SAGITEC UNDER THIS AGREEMENT AS OF THE DATE SUCH LIABILITY ACCRUES.
9. CONFIDENTIALITY. Refer to State of Kansas contract #35836.
10. TERM AND TERMINATION.
10.1 This Service Level Agreement will take effect and remain effective simultaneously, with the State of Kansas contract (#35836) resulting from Request for Proposals # EVT0000452.
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10.2 Either party may terminate this Agreement, without cause, at any time upon ninety (90) days notice to Sagitec.
10.3 Either party hereto may terminate this Agreement at any time by giving notice in writing to the other party, which notice will be effective upon dispatch, should the other party file a petition of any type as to its bankruptcy, be declared bankrupt, become insolvent, make an assignment for the benefit of creditors, go into liquidation or receivership, or otherwise lose legal control of its business, or should the other party or a substantial part of its business come under the control of a third party.
10.4 Either party may terminate this Agreement by giving notice in writing to the other party in the event the other party is in material breach of this Agreement and fails to cure such breach within thirty (30) days of receipt of written notice thereof from the first. Termination will be in addition to, and not exclusive of other remedies available with respect to the breach.
10.5 Upon the expiration or termination of this Agreement for any reason, (i) subject to any surviving right to use such Confidential Information, each party will promptly return all copies of any Confidential Information of the other party then in its possession, or destroy that Confidential Information and certify the destruction to the other party, and (ii) the provisions of Sections 1, 2.2, 2.3, 3.6, 7, 8, 9 and 11of this Agreement will remain in effect in accordance with their terms. In addition, upon the termination of this Agreement by Customer as provided in Section 10.2 above, within thirty days after the effective date of termination Customer will pay Sagitec all of the fees that would be payable under this Agreement if this Agreement was not terminated.
11. GENERAL.
11.1 Notices permitted or required to be given hereunder will be deemed sufficient if given by (i) registered or certified mail, postage prepaid, return receipt requested, addressed to the respective addresses of the parties that are set forth below, (ii) fax to the respective fax numbers of the parties that are set forth below, or (iii) email to the respective addresses of the parties that are set forth below. Notices given by mail will be effective upon the earlier to occur of receipt by the party to which notice is given, or on the fifth (5th) business day following the date such notice was posted. Notices by fax will be effective on the day a confirming communication is received from the recipient of the notice. Notices by email will be effective on the second (2d) business day after dispatch.
Notices to Sagitec will be sent to: Notices to Customer will be sent to:
Sagitec Solutions LLC KPERS422 County Rd D East 611 S. Kansas Avenue, Suite 100Little Canada, MN 55117 Topeka, KS 66603
11.2 No failure by either party to take any action or assert any right hereunder will be deemed to be a waiver of such right.
IN WITNESS WHEREOF, the parties have caused this Agreement to be duly executed.
SAGITEC SOLUTIONS, LLC CUSTOMER
By By
Name Rick Deshler Name
Title Senior Partner Title
Date Date
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EXHIBIT A
FEES AND PAYMENT
Customer will pay Sagitec the dollar amounts shown in the table below for the services provided under this Agreement. Services fees will be due and payable within thirty (30) days after the date of Sagitec’s invoice. Sagitec may increase the service upon ninety (90) days notice to Customer.
SERVICE ANNUAL COST PAYMENT TERMS
Neospin™ Microsoft.NET Framework License Upgrades
$ 300,000.00 (software) 50% billed on July 1 of each fiscal year 50% billed on January 1 of each fiscal year
KITS System Maintenance and Operational Support
$ 448,000.00 (3200 hrs @ $140/hour)
50% billed on July 1 of each fiscal year 50% billed on Jan. 1 of each fiscal year
FileNet and Kofax Document Capture
$ 20,000.00 July 1 of each fiscal year
DR Hot Site Facilities and Services (Ongoing)
$ 97,500.00 July 1 of each fiscal year
Hourly Rate for KITS System Enhancements
$140/hour Quarterly: July 1 October 1 January 1 April 1
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EXHIBIT B
SERVICE BUNDLES
Bronze-Level Service Bundle
o All major and minor Product releaseso Product installation and configuration serviceso Product user web site registration with access to technical documentation and Developer
guidelines
Silver-Level Service Bundle
Bronze bundle services plus:
o Enterprise licenses to Product extensions including Studio, NeoFlow, and NeoCertify.o Product and Product extension optimization services to help Customers take advantage of new
Product featureso Access to Neospin web-based support site for o Non-dispatched quarterly code review/quality reportso Product Service Desk –Non-dispatched service assistance or resolution delivered via phone, e-
mail or on-line communication.
Gold-Level Service Bundle
Silver bundle services plus:
o Sagitec administered configuration management and deployment of LOB modificationso LOB database management and administration including index management, replication, log
administration, data recovery, optimization and other maintenance taskso Dedicated service desk and account manager
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EXHIBIT C
CREDITS
1. Failure to meet P1 level response times - credit equal to one hundred percent (100%) of the fees due for the calendar month in which the failure occurs
2. Failure to meet P2 level response times - credit equal to twenty-five percent (25%) of the fees due for the calendar month in which the failure occurs.
3. Failure to meet P3 level response times -a credit equal to ten percent (10%) of the fees due for the calendar month in which the failure occurs.
4. The maximum credit with respect to each calendar month will be the fees due with respect to that calendar month.
5. Customer will receive a credit only once with respect to any reported error, without regard to additional response time failures with respect to that error.
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EXHIBIT D
DISASTER RECOVERY
I. Overview
The purpose of this SLA is to provide a sound framework for Sagitec, LLC, and provision of “hot site” disaster recovery services to the highest professional standards in support of Kansas Public Employees Retirement System (KPERS). It is designed to encourage a joint open partnership approach with regular and free exchange of information between both parties.
This SLA describes the individual services making up the total package of disaster recovery services provided by Sagitec, LLC and the reciprocal commitments made by KPERS. The services to KPERS and reciprocal commitments are shown in Sections II, III and IV.
KPERS’ location, units and operations and hardware/ software configuration covered by this SLA are shown in Section XI. This SLA provides facilities management support for KPERS’ disaster recovery computer systems and peripheral devices located at Data393, 303 Inverness Parkway, Denver, CO 80112 and to provide the production support for interfacing with other systems of KPERS.
II. Responsibilities of Sagitec, LLC
A. Hot Site Facilities Management
Installation services
1. Install and configure the infrastructure (includes servers, network connectivity and mirroring software) that will support the KPERS Hot site (Section IX).
2. Perform the initial upload of data through a secure channel, tape or secure person. 3. Prepare the disaster recovery plan that will include the necessary execution steps to start the KITS
application at the hot site. 4. Prepare the reload plan that will include the necessary steps to sync back the hot site to the recovered
KPERS site.5. The security infrastructure at the hot-site will meet or beat the security features at KPERS.
Support and testing services1. Provide secondary facilities managers to respond to calls from KPERS and act as the liaison with the
hardware support vendors. 2. Perform mock disaster tests every six months.3. Provide regular check of statistical data to ensure that KPERS site and the hot site are in sync.
Disaster services1. Provide 7 x 24 access and prompt response to KPERS declared disaster event. 2. Execute the hot site disaster recovery plan.3. Provide the operation support necessary to run the production systems at the hot site.4. Provide regular status reports to KPERS during the disaster event.
Details of Sagitec, LLC’s responsibilities are documented in a separate Statement of Work which will be reviewed and updated every 12 months by KPERS and Sagitec, LLC.
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III. Responsibilities of KPERS
A. Share information regularly with Sagitec, LLC facilities management staff, and work with them to determine priorities. A regular SLA review meeting or phone conference will be scheduled twice a year to cover any issues or outstanding requests.
B. Provide Sagitec, LLC staff with all appropriate systems documentation, including configuration, applications, processes, procedures and any other information necessary to recreate the KPERS’ production environment at the hot site without the assistance of the KPERS’ staff, in the event that an emergency also affects KPERS’ staff. Technical and/or application changes will be communicated on a monthly basis. (Section XI)
C. Maintain a “drop shipment” contract with appropriate vendors to facilitate delivery of required recovery systems within the agreed upon time response time.
D. Provide names, phone numbers, and pager numbers of KPERS support staff that Sagitec, LLC is to contact when conditions require. The system contact list detailing KPERS and Sagitec, LLC staff is detailed in Section X.
E. KPERS is responsible for the procurement of the storage mirroring software needed for this project.
IV. Response Times
A. The response time for KPERS declared emergency would be based on KPERS’ requirement.
Cutover from KPERS to hot-site (one to 16 hours max)
Data replication lag time is utmost one hour.
Sync back hot-site to KPERS
No auto sync back Manually Controlled
.
VI. Primary Contacts
A. Ranjith Kotcherlakota, Partner, Sagitec, LLC and Mike Branam of KPERS are the primary contacts to resolve any issues that may arise.
VIl. Implementation
Sagitec, LLC disaster recovery services was and continues to be implemented in a three phase project. The three phases are:
Phase-1: KITS internal application and monthly payroll.
This phase replicates the data necessary to support the following services KITS internal users application Process KPERS monthly retirement payroll
The servers, services and files needed for this phase includes: KPERS Active Directory (AD) KPERS DNS KITS database server (SQL Server 2005) KITS Web Server KITS Application Server KITS file server for the following files
1. Current S: drive KITS and KITSOTH file folders
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2. KITS generated Member Annual statements
Replication of data from KPERS to the hot site will occur using a storage mirroring or similar software. The specific software will be determined after the prototyping phase of the project. This software will replicate the following
Microsoft SQL Server 2005 data Active Directory (AD) and Domain Naming Service (DNS) data File folder data
Phase-2: KITS external application (employer portal) and passmark server.
Phase-3: KPERS Imaging application.
VIII. Terms and Conditions
IX. Standard Services Provided by Sagitec, LLC
Sagitec, LLC will supply the following services under this SLA:
A. Provide computer room environment, including floor space, power, UPS, telecommunications and network support and environmental control for computers.
B. Provide system administrative services to support the infrastructure, software, and network components
C. Provide operational support to include response to operator messages on the console, monitoring of backups and system activity, stopping and starting the computers, and periodic restoring of system from tape.
D. Provide systems engineering support sufficient to unpack, assemble, and install recovery systems, configure recovery systems, restore KPERS data to recovery systems, restore KPERS data from recovery system to production system, grant network access and set firewall security and make necessary configuration changes to allow KPERS’ user population into the systems.
E. Participate in operations meetings to discuss issues that impact operations of the systems or imply changes to the Data393 facility. Such meetings will be held semi-annually unless either party wishes to call a special meeting.
F. Advise on specifications or plans for facilities when changes to the facility are desired.
G. Provide initial setup and support labor up to the point when the KPERS system is again operational.
H. Provide support for testing every six months.
X. Staff Contact List
Staff Contacts The Hot Site Disaster Recovery Contact list and contact procedures are maintained within KPERS Disaster Recovery Plan. Following is an abridged version of the contact list.
XI. Hardware/Software Diagram or Descriptions This diagram reflects the systems to be covered by the drop shipment contract with appropriate hardware vendors placed at the Data393 facility. Final list of equipment will be delivered at time of startup.
