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AGREEMENT FOR ENTERPRISE RESOURCE PLANNING
SOFTWARE AS A SERVICE
THIS AGREEMENT, dated for reference purposes only as ϬϳͬϮϱͬϮϬϮϱ, is by and between the
City of Renton (the “City”), a Washington municipal corporation, and Tyler Technologies, Inc.
(“Tyler”) a Delaware Corporation. The City and the Tyler are referred to collectively in
this Agreement as the “Parties.” Once fully executed by the Parties, this Agreement is effective
as of the last date signed by both parties.
ϭ͘Scope of Work: Tyler agrees to provide the SaaS Services and related professional services
as specified and defined in Attachment A and the exhibits thereto, which is attached and
incorporated herein and may hereinafter be referred to as the “Work.”
Ϯ͘Changes in Scope of Work: The Scope of Work, as outlined in Attachment A, represents
the entire agreement between the Parties with respect to the subject matter therein, and
supersedes any prior agreements, understandings, and representations, whether
written, oral, expressed, implied, or statutory. Purchase orders submitted by the City, if
any, are for the City’s internal administrative purposes only, and the terms and conditions
contained in those purchase orders will have no force or effect. This Agreement may only
be modified by a written amendment signed by an authorized representative of each
party.
ϯ͘Time of Performance: Tyler shall commence performance of the Work pursuant to the
schedule(s) set forth in Attachment A. The parties agree to work cooperatively to
implement an initial go-live date of April 1, 2027 as detailed in Exhibit E (Statement of
Work) of Attachment A. The Term shall be governed by the provisions of Section F of
Attachment A.
ϰ͘Compensation:
͘Amount. Total compensation to Tyler for Work provided pursuant to this Agreement
shall be based upon actual work performed at the rates provided in Attachment A,
with an aggregate not-to-exceed amount for professional services of $961,100, plus a
total $942,057 in SaaS Fees for the first three (3) year term, along with an estimated
$46,717 for travel expenses and $5,000 for dŚŝƌĚͲWĂƌƚLJ,ĂƌĚǁĂƌĞ͕^ŽĨƚǁĂƌĞ͕^ĞƌǀŝĐĞƐ
expenses. SaaS Fees for renewalterms in years four (4) through ten (10) total an
estimated $2,345,222.60. If theoptional services and modules are added and/or
the Work requires the City to incurmore than those amounts, an amendment to
this contract shall be required.
͘Method of Payment. Invoicing, payment, and invoice dispute terms shall be as
described in Attachment A.
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C. Effect of Payment. In the event that the terms and conditions of this Agreement are
not strictly enforced by either party, such non-enforcement will not act as or be
deemed to act as a waiver or modification of this Agreement, nor will such non-
enforcement prevent such party from enforcing each and every term of this
Agreement thereafter. Payment by the city does not represent satisfaction with work
provided or waive claims by the City for breach of any warranties or other
requirements of this Agreement.
5. Termination: This Agreement may be terminated as described in Section F of Attachment
A. In the event of termination of the Agreement, and upon reasonable advance notice,
Tyler shall promptly make all Data available to you within two (2) weeks or in another
amount of time reasonably agreed upon by the parties in the format of the database or
other such format as may be mutually agreed upon, provided through Tyler’s FTP server
or such other secure method reasonably selected by Tyler. Such Data will be provided at
no additional cost.
6. Record Maintenance: Tyler shall maintain accurate and complete books, records,
documents and other evidence relating directly to this Agreement and orders placed by
the City under it to the extent and in such detail as will adequately reflect performance
and administration of payments and fees for the greater of (a) five (5) years from creation,
or (b) such period as is required by applicable law.
7. Public Records Compliance & Confidentiality: Both Parties recognize that their respective
employees and agents, in the course of performance of this Agreement, may be exposed
to confidential information and that disclosure of such information could violate rights to
private individuals and entities, including the parties. Confidential information is
nonpublic information that a reasonable person would believe to be confidential and
includes, without limitation, personal identifying information (e.g., social security
numbers) and trade secrets, each as defined by applicable state law. Each Party agrees
that it will not disclose any confidential information of the other Party and further agrees
to take all reasonable and appropriate action to prevent such disclosure by its employees
or agents. The confidentiality covenants contained herein will survive the termination or
cancellation of this Agreement. This obligation of confidentiality will not apply to
information that:
a. Is in the public domain, either at the time of disclosure or afterwards, except
by breach of this Agreement by a Party or its employees or agents;
b. A Party can establish by reasonable proof was in that Party’s possession at the
time of initial disclosure;
c. A Party receives from a third party who has a right to disclose it to the receiving
party; or
d. Is the subject of a disclosure request under a subpoena, court order, or open
records laws or similar applicable public disclosure laws governing this
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Agreement; provided, however, that in the event the City receives such a
request, the City will give Tyler prompt notice and otherwise perform the
functions required by applicable law.
8. Independent Contractor Relationship:
A. Tyler is retained by the City only for the purposes and to the extent set forth in this
Agreement. The nature of the relationship between Tyler and the City during the
period of the Work shall be that of an independent contractor, not employee. Tyler,
not the City, shall have the power to control and direct the details, manner or means
of Work. Specifically, but not by means of limitation, Tyler shall have no obligation to
work any particular hours or particular schedule, unless otherwise indicated in the
Scope of Work or where scheduling of attendance or performance is mutually
arranged due to the nature of the Work. Tyler shall retain the right to designate the
means of performing the Work covered by this agreement, and shall be entitled to
employ other workers at such compensation and such other conditions as it may
deem proper, provided, however, that any contract so made by Tyler is to be paid by
it alone, and that employing such workers, it is acting individually and not as an agent
for the City.
B. The City shall not be responsible for withholding or otherwise deducting federal
income tax or Social Security or contributing to the State Industrial Insurance
Program, or otherwise assuming the duties of an employer with respect to Tyler or
any employee of Tyler.
9. Hold Harmless:
a. Intellectual Property Infringement Indemnification:
i. Tyler will defend the City against any third party claim(s) that the Tyler
Software or Documentation (as defined in Attachment A) infringes that
third party’s patent, copyright, or trademark, or misappropriates its
trade secrets, and will pay the amount of any resulting adverse final
judgment (or settlement to which we consent). The City must notify
Tyler promptly in writing of the claim and give Tyler sole control over
its defense or settlement. The City agrees to provide Tyler with
reasonable assistance, cooperation, and information in defending the
claim at Tyler’s expense.
ii. Tyler’s obligations under this Section 9(a) will not apply to the extent
the claim or adverse final judgment is based on the City’s use of the
Tyler Software in contradiction of this Agreement, including with non-
licensed third parties, or the City’s willful infringement.
iii. If Tyler receives information concerning an infringement or
misappropriation claim related to the Tyler Software, Tyler may, at its
own expense and without obligation to do so, either: (a) procure for
the City the right to continue its use; (b) modify it to make it non-
infringing; or (c) replace it with a functional equivalent, in which case
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the City will stop running the allegedly infringing Tyler Software
immediately. Alternatively, Tyler may decide to litigate the claim to
judgment, in which case the City may continue to use the Tyler
Software consistent with the terms of this Agreement.
iv. If an infringement or misappropriation claim is fully litigated and the
City’s use of the Tyler Software is enjoined by a court of competent
jurisdiction, in addition to paying any adverse final judgment (or
settlement to which Tyler consents), Tyler will, at its own option,
either: (a) procure the right to continue its use; (b) modify it to make it
non-infringing; or (c) replace it with a functional equivalent. This
section provides the City’s exclusive remedy for third party copyright,
patent, or trademark infringement and trade secret misappropriation
claims.
b. Tyler will indemnify, defend and hold harmless the City and the City’s agents,
officials, and employees from and against any and all third-party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney's fees
and costs) for (a) personal injury or property damage to the extent caused by
Tyler’s negligence or willful misconduct; or (b) Tyler’s violation of PCI-DSS
requirements or a law applicable to Tyler’s performance under this
Agreement. The City must notify Tyler promptly in writing of the claim and
give Tyler sole control over its defense or settlement. The City agrees to
provide Tyler with reasonable assistance, cooperation, and information in
defending the claim at Tyler’s expense.
c. Tyler will indemnify, defend and hold harmless the City and the City’s agents,
officials, and employees from and against any and all third-party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney’s fees
and costs) for Tyler’s violation of the confidentiality provisions of Section 7 of
this Agreement. The City must notify Tyler promptly in writing of the claim and
give Tyler sole control over its defense or settlement. The City agrees to
provide Tyler with reasonable assistance, cooperation, and information in
defending the claim at Tyler’s expense.
d. With respect to the performance of this Agreement and as to claims against
the City, its officers, agents, and employees, Tyler expressly waives its
immunity under Title 51 of the Revised Code of Washington, the Industrial
Insurance Act, for injuries to its employees and agrees that the obligations to
indemnify, defend, and hold harmless provided in this Agreement extend to
any claim brought by or on behalf of any employee of Tyler. This waiver is
mutually negotiated by the Parties. This waiver shall be void and have no
effect if the injuries are due in part or in whole to the City’s negligence.
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e. Except for the express warranties provided in this Agreement and to the
maximum extent permitted by applicable law, Tyler disclaims all other
warranties and conditions, whether express, implied, or statutory, including,
but not limited to, any implied warranties, duties, or conditions of
merchantability or fitness for a particular purpose. The City understands and
agrees that Tyler is not liable for City’s misuse of the software or the City’s
user error.
10. Limitation of Liability:
a. Except as otherwise set forth in this Agreement, either party’s liability for
damages arising out of this Agreement, whether based on a theory of contract
or tort, including negligence and strict liability, shall be limited to that party’s
actual direct damages, not to exceed (A) during the initial term, $2,858,318;
or (B) during any renewal term, one and a half times (1.5x) the then-current
annual SaaS Fees payable in that renewal term. The parties acknowledge and
agree that the prices set forth in this Agreement are set in reliance upon this
limitation of liability and to the maximum extent allowed under applicable
law, the exclusion of certain damages, and each shall apply regardless of the
failure of an essential purpose of any remedy. The foregoing limitation of
liability shall not apply to claims that are subject to the indemnification
obligations in Sections 9(a) and 9(b) of this Agreement. Additionally, this
limitation of liability shall not apply to claims for fraud or willful misconduct.
In the event a party brings a claim for fraud or willful misconduct, and if that
party fails to obtain a judgment in their favor, then the party that the claim
was brought against will be entitled to recover from the party bringing the
claim the reasonable attorney’s fees and expenses incurred in defending
against the claim.
b. To the maximum extent permitted by applicable law, in no event shall either
party be liable for any special, incidental, punitive, indirect, or consequential
damages whatsoever, even if that party has been advised of the possibility of
such damages. The foregoing exclusion of certain damages shall not apply to
claims that are subject to fraud claims.
11. Gifts and Conflicts: The City’s Code of Ethics and Washington State law prohibit City
employees from soliciting, accepting, or receiving any gift, gratuity or favor from any
person, firm or corporation involved in a contract or transaction. To ensure compliance
with the City’s Code of Ethics and state law, Tyler shall not give a gift of any kind to City
employees or officials.
12. City of Renton Business License: Unless exempted by the Renton Municipal Code, Tyler
shall obtain a City of Renton Business License prior to performing any Work and maintain
the business license in good standing throughout the term of this agreement with the
City.
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Information regarding acquiring a city business license can be found at:
https://www.rentonwa.gov/Tax
Information regarding State business licensing requirements can be found at:
https://dor.wa.gov/doing-business/register-my-business
13. Insurance: During the course of performing services under this Agreement, Tyler agrees
to maintain the following levels of insurance: (a) Commercial General Liability of at least
$1,000,000 per occurrence/$2,000,000 in the aggregate; (b) Automobile Liability of at
least $1,000,000; (c) Professional Liability of at least $2,000,000 on a claims-made basis
(inclusive of Cyber Liability); (d) Workers Compensation complying with applicable
statutory requirements; and (e) Excess/Umbrella Liability of at least $5,000,000. Cyber
Liability coverage shall be sufficiently broad to respond to the duties and obligations as is
undertaken by Vendor in this agreement and shall include, but not be limited to,
coverage, including defense, for the following losses or services: claims involving
infringement of intellectual property, infringement of copyright, trademark, trade dress,
invasion of privacy violations, information theft, damage to or destruction of electronic
information, release of private information, alteration of electronic information,
extortion and network security, coverage for unauthorized access and use, failure of
security, breach of confidential information, or privacy perils. The policy shall provide
coverage for breach response costs, to include but not limited to crisis management
services, credit monitoring, public relations, legal service advice, notification of affected
parties, independent information security forensics firm, and costs to restore, recollect,
and recreate data or systems as well as, where required by law, regulatory fines and
penalties with limits sufficient to respond to these obligations. Tyler will add the City as
an Additional Insured to our Commercial General Liability and Automobile Liability
policies, which will automatically add the City as an Additional Insured to Tyler’s
Excess/Umbrella Liability policy as well. We agree that our insurance is primary for claims
under our Commercial General Liability or Automobile Liability policies that are caused,
in whole or in part, by Tyler as respects this Agreement. Tyler will provide the City with
copies of certificates of insurance upon the City’s written request. Tyler will provide the
City with notice of cancellation or non-renewal, or reduction in Tyler’s insurance
coverages below the minimum requirements set forth in this Agreement promptly and in
no event less than thirty (30) days thereof unless replaced. Copies of Tyler’s insurance
policies are available upon reasonable written request and only in the event that a claim
is disputed or denied.
14. Delays: Tyler is not responsible for delays caused by factors beyond its reasonable
control. When such delays beyond Tyler’s reasonable control occur, the City agrees that
Tyler is not responsible for damages, nor shall Tyler be deemed to be in default of the
Agreement.
15. Successors and Assigns: This Agreement shall be binding on, and shall be for the benefit
of, either the City’s or Tyler’s successor(s) or permitted assign(s). Neither Party may assign
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this Agreement without the prior written consent of the other Party; provided, however,
that the City’s consent is not required for an assignment by Tyler as a result of a corporate
reorganization, merger, acquisition, or purchase of substantially all of Tyler’s assets.
16. Notices: Any notice required under this Agreement will be in writing, addressed to the
appropriate party at the address which appears below (as modified in writing from time
to time by such party), and given personally, by registered or certified mail, return receipt
requested, by facsimile or by nationally recognized overnight courier service. Time period
for notices will be deemed delivered upon the earlier of the following: (a) actual receipt
by the receiving Party; (b) upon receipt by sender of a certified mail, return receipt signed
by an employee or agent of the receiving Party; (c) upon receipt by sender of proof of
email delivery; or (d) if not actually received, five (5) days after deposit with the United
States Postal Service authorized mail center with proper postage (certified mail, return
receipt requested) affixed and addressed to the other Party at the address set forth on
the signature page hereto or such other address as the party may have designated by
proper notice. Email and telephone may be used for purposes of administering the
Agreement, but should not be used to give any formal notice required by the Agreement.
CITY OF RENTON
<ƌŝƐƚŝŶdƌŝǀĞůĂƐ
1055 South Grady Way
Renton, WA 98057
Phone: (425) 430-ϲϵϲϵ
ŬƚƌŝǀĞůĂƐ@rentonwa.gov
TYLER TECHNOLOGIES, INC.
Tyler Technologies, Inc.
7701 College Boulevard
Overland Park, KS 66210
Attn: Chief Legal Officer
17. Discrimination Prohibited: Except to the extent permitted by a bona fide occupational
qualification, Tyler agrees as follows:
A. Tyler, and Tyler’s agents, employees, representatives, and volunteers with regard to
the Work performed or to be performed under this Agreement, shall not discriminate
on the basis of race, color, sex, religion, nationality, creed, marital status, sexual
orientation or preference, age (except minimum age and retirement provisions),
honorably discharged veteran or military status, or the presence of any sensory,
mental or physical handicap, unless based upon a bona fide occupational qualification
in relationship to hiring and employment, in employment or application for
employment, the administration of the delivery of Work or any other benefits under
this Agreement, or procurement of materials or supplies.
B. Tyler will take affirmative action to ensure that applicants are employed and that
employees are treated during employment without regard to their race, creed, color,
national origin, sex, age, sexual orientation, physical, sensory or mental handicaps, or
marital status. Such action shall include, but not be limited to the following
employment, upgrading, demotion or transfer, recruitment or recruitment
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advertising, layoff or termination, rates of pay or other forms of compensation and
selection for training.
C. If Tyler fails to comply with any of this Agreement’s non-discrimination provisions, the
City shall have the right, at its option, to cancel the Agreement in whole or in part.
Tyler is responsible to be aware of and in compliance with all federal, state and local
laws and regulations that may affect the satisfactory completion of the project, which
includes but is not limited to fair labor laws, worker's compensation, and Title VI of
the Federal Civil Rights Act of 1964, and will comply with City of Renton Council
Resolution Number 4085.
18. Miscellaneous: The Parties hereby acknowledge:
A. The City is not responsible to train or provide training for Tyler.
B. Tyler will not be reimbursed for job related expenses except to the extent specifically
agreed within the attached exhibits.
C. Tyler shall furnish all tools and/or materials necessary to perform the Work except to
the extent specifically agreed within the attached exhibits.
D. In the event special training, licensing, or certification is required for Tyler to provide
work, Tyler will acquire or maintain such at its own expense and, if Tyler employs sub-
contracts, or otherwise assigns the responsibility to perform the Work, said
employee/sub-contractor/assignee will acquire and or maintain such training,
licensing, or certification.
E. This is a non-exclusive agreement and Tyler is free to provide its Work to other
entities, so long as there is no interruption or interference with the provision of Work
called for in this Agreement.
F. Tyler is responsible for its own insurance, including, but not limited to health
insurance.
G. Tyler is responsible for its own Worker’s Compensation coverage as well as that for
any persons employed by the Tyler.
19. Other Provisions:
A. Approval Authority. Each individual executing this Agreement on behalf of the City
and Tyler represents and warrants that such individuals are duly authorized to
execute and deliver this Agreement on behalf of the City or Tyler.
B. Amendment and Modification. This Agreement may be amended only by an
instrument in writing, duly executed by both Parties.
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C. Conflicts. In the event of any inconsistencies between Tyler’s proposal and this
Agreement, the terms of this Agreement shall prevail.
D. Governing Law. This Agreement shall be made in and shall be governed by and
interpreted in accordance with the laws of the State of Washington and the City of
Renton. Tyler, in the performance of services, will comply with all applicable state and
federal laws and regulations. The fees in the Investment Summary are based, in part,
on the cost of compliance with applicable laws existing as of the Effective Date. Should
laws applicable to Tyler’s performance under the Agreement change after the
Effective Date, Tyler reserves the right to seek a change order for the additional work,
time and/or cost that may be required to comply with the new law or regulation.
E. Joint Drafting Effort. This Agreement shall be considered for all purposes as prepared
by the joint efforts of the Parties and shall not be construed against one party or the
other as a result of the preparation, substitution, submission or other event of
negotiation, drafting or execution.
F. Jurisdiction and Venue. Any lawsuit or legal action brought by any part to enforce or
interpret this Agreement or any of its terms or covenants shall be brought in the King
County Superior Court for the State of Washington at the Maleng Regional Justice
Center in Kent, King County, Washington, or its replacement or successor, or in the
Federal District Court serving King County, Washington. Tyler hereby expressly
consents to the personal and exclusive jurisdiction and venue of such courts, even if
Tyler is a foreign corporation not registered with the State of Washington.
G. Severability. A court of competent jurisdiction’s determination that any provision or
part of this Agreement is illegal or unenforceable shall not cancel or invalidate the
remainder of this Agreement, which shall remain in full force and effect.
H. Sole and Entire Agreement. This Agreement contains the entire agreement of the
Parties and any representations or understandings, whether oral or written, not
incorporated are excluded.
I. Third-Party Beneficiaries. Nothing in this Agreement is intended to, nor shall be
construed to give any rights or benefits in the Agreement to anyone other than the
Parties, and all duties and responsibilities undertaken pursuant to this Agreement will
be for the sole and exclusive benefit of the Parties and no one else. This provision
does not affect the rights of third parties under any Third Party Terms, as that term is
defined in Exhibit A.
J. Binding Effect. The Parties each bind themselves, their partners, successors, assigns,
and legal representatives to the other party to this Agreement, and to the partners,
successors, assigns, and legal representatives of such other party with respect to all
covenants of the Agreement.
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K. Waivers. All waivers shall be in writing and signed by the waiving party. Either party’s
failure to enforce any provision of this Agreement shall not be a waiver and shall not
prevent either the City or Tyler from enforcing that provision or any other provision
of this Agreement in the future. Waiver of breach of any provision of this Agreement
shall not be deemed to be a waiver of any prior or subsequent breach unless it is
expressly waived in writing.
L. Counterparts. The Parties may execute this Agreement in any number of
counterparts, each of which shall constitute an original, and all of which will together
constitute this one Agreement.
IN WITNESS WHEREOF, the Parties have voluntarily entered into this Agreement as of the date
last signed by the Parties below.
CITY OF RENTON
By:_____________________________
TYLER TECHNOLOGIES, INC.
By:____________________________
Armondo Pavone
City of Renton Mayor
________________
________________
_____________________________
Date
_____________________________
Date
Attest
_____________________________
Jason A. Seth
City Clerk
Approved as to Legal Form
By: __________________________
Shane Moloney
City of Renton City Attorney
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*
Approved by Shane Moloney via email 6/23/2025
7/28/2025
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Attachment A
Tyler Technologies Software as a Service Agreement
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
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SOFTWARE AS A SERVICE AGREEMENT
SECTION A – DEFINITIONS
x “Agreement” means this Software as a Service Agreement including Exhibits and Schedules.
x “Business Travel Policy” means our business travel policy. A copy of our current Business Travel
Policy is attached as Schedule 1 to Exhibit B.
x “Client” or “City” means City of Renton, Washington.
x “Data” means your data necessary to utilize the Tyler Software.
x “Data Storage Capacity” means the contracted amount of storage capacity for your Data
identified in the Investment Summary.
x “Data Breach” means an incident in which Personal Data has been verified following a
reasonable investigation to have been accessed, disclosed, or acquired by an unauthorized
individual. For the purposes of this Agreement, when an investigation on a potential Data
Breach is conducted by Tyler, “reasonable investigation” means an investigation that may
include, but is not limited to, actions such as forensic analysis, review of system logs, and
assessment of documented evidence, as appropriate under the circumstances. When Tyler is
responsible for conducting such investigations, what constitutes a reasonable investigation will
be at Tyler’s sole discretion. “Unauthorized individual” means any person, whether external to
the Parties or an employee, agent, or contractor acting outside their authorized scope, who
accesses, discloses, or acquires Personal Data without permission. Data Breach does not include
accidental disclosures of Personal Data to a Party’s employees, agents, or contractors, provided
such disclosures are contained, nor does it include situations where the Personal Data is
protected by industry-standard encryption (e.g., AES-256 or equivalent) and the encryption key
remains secure. Except where already excluded in this Agreement, a Data Breach includes
incidents where encrypted Personal Data is accessed, and the encryption key is confirmed to
have been compromised.
x “Defect” means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposal to you, or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through our maintenance and
support services, and the governing functional descriptions for such future functionality will be
set forth in our then-current Documentation.
x “Defined Users” means the number of users that are authorized to use the SaaS Services. The
Defined Users for the Agreement are as identified in the Investment Summary.
x “Developer” means a third party who owns the intellectual property rights to Third Party
Software.
x “Documentation” means any online or written documentation related to the use or
functionality of the Tyler Software that Tyler provides or otherwise makes available to the City,
including instructions, user guides, manuals and other training or self-help documentation.
x “Effective Date” means the date by which both your and our authorized representatives have
signed the Agreement.
x “Force Majeure” means an event beyond the reasonable control of you or us, including, without
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limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other
cause that could not with reasonable diligence be foreseen or prevented by you or us.
x “Investment Summary” means the agreed upon cost proposal for the products and services
attached as Exhibit A.
x “Invoicing and Payment Policy” means the mutually agreed upon Invoicing and Payment Policy
attached as Exhibit B.
x “Order Form” means an ordering document that includes a quote or Investment Summary and
specifying the items to be provided by Tyler to Client, including any addenda and supplements
thereto.
x “Personal Data” means any data that, alone or in combination with other data, can identify an
individual.
x “SaaS Fees” means the fees for the SaaS Services identified in the Investment Summary.
x “SaaS Services” means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software, and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. SaaS Services do not include support of an operating system or hardware, support
outside of our normal business hours, or training, consulting or other professional services.
x “SLA” means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
x “Statement of Work” means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software, and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit E.
x “Support Call Process” means the support call process applicable to all of our customers who
have licensed the Tyler Software. A copy of our current Support Call Process is attached as
Schedule 1 to Exhibit C.
x “Third Party Hardware” means the third party hardware, if any, identified in the Investment
Summary.
x “Third Party Products” means the Third Party Software and Third Party Hardware.
x “Third Party SaaS Services” means software as a service provided by a third party, if any,
identified in the Investment Summary.
x “Third Party Services” means the third party services, if any, identified in the Investment
Summary.
x “Third Party Software” means the third party software, if any, identified in the Investment
Summary.
x “Third Party Terms” means, if any, the end user license agreement(s) or similar terms for the
Third Party Products or other parties’ products or services, as applicable, and attached or
indicated at Exhibit D.
x “Tyler” means Tyler Technologies, Inc., a Delaware corporation.
x “Tyler Software” means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
x “we”, “us”, “our” and similar terms mean Tyler.
x “you” and similar terms mean Client.
SECTION B – SAAS SERVICES
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1. Rights Granted.
1.1 We grant to you the non-exclusive, non-assignable limited right to use the SaaS Services solely
for your internal business purposes for the number of Defined Users only. The Tyler Software
will be made available to you according to the terms of the SLA. You acknowledge that we have
no delivery obligations and we will not ship copies of the Tyler Software as part of the SaaS
Services. You may use the SaaS Services to access updates and enhancements to the Tyler
Software, as further described in Section C(10).
2. SaaS Fees. You agree to pay us the SaaS Fees. Those amounts are payable in accordance with the
Invoicing and Payment Policy. The SaaS Fees are based on the number of Defined Users and amount
of Data Storage Capacity. You may add additional users or additional data storage capacity on the
terms set forth in Section G(1). In the event you regularly and/or meaningfully exceed the Defined
Users or Data Storage Capacity, we reserve the right to charge you additional fees commensurate
with the overage(s).
3. Ownership.
3.1 We retain all ownership and intellectual property rights to the SaaS Services, the Tyler Software,
and anything developed by us under this Agreement. You do not acquire under this Agreement
any license to use the Tyler Software in excess of the scope and/or duration of the SaaS Services.
3.2 The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
3.3 You retain all ownership and intellectual property rights to the Data. You expressly recognize
that except to the extent necessary to carry out our obligations contained in this Agreement, we
do not create or endorse any Data used in connection with the SaaS Services. Tyler shall not
collect, access, or use user-specific City data except as strictly necessary to provide Service to
the City, and except as permitted by the express terms of this agreement, associated
Addendums, SLA, and/or other contract documents, or at the City’s written request. This
obligation shall survive and extend beyond the term of this agreement.
4. Restrictions. You may not: (a) make the Tyler Software or Documentation resulting from the SaaS
Services available in any manner to any third party for use in the third party’s business operations;
(b) modify, make derivative works of, disassemble, reverse compile, or reverse engineer any part of
the SaaS Services; (c) access or use the SaaS Services in order to build or support, and/or assist a
third party in building or supporting, products or services competitive to us; or (d) license, sell, rent,
lease, transfer, assign, distribute, display, host, outsource, disclose, permit timesharing or service
bureau use, or otherwise commercially exploit or make the SaaS Services, Tyler Software, or
Documentation available to any third party other than as expressly permitted by this Agreement.
5. Software Warranty. We warrant that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted, we will use all
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the
maintenance and support process set forth in Section C(10), below, the SLA and our then current
Support Call Process. For a period of three (3) years from the Effective Date, if a new release of the
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Tyler Software included within scope as of the Effective Date removes functionality that was
provided to you as part of the original implementation, we will provide alternative means for
performing the same function, at no additional cost to you beyond payment of the annual SaaS
Fees.
6. SaaS Services.
6.1 Our SaaS Services are audited at least yearly in accordance with the AICPA’s Statement on
Standards for Attestation Engagements (“SSAE”) No. 21. We have attained, and will maintain,
SOC 1 and SOC 2 compliance, or its equivalent, for so long as you are timely paying for SaaS
Services. The scope of audit coverage varies for some Tyler Software solutions. Upon execution
of a mutually agreeable Non-Disclosure Agreement (“NDA”), we will provide you with a
summary of our compliance report(s) or its equivalent. Every year thereafter, for so long as the
NDA is in effect and in which you make a written request, we will provide that same
information. If our SaaS Services are provided using a 3rd party data center, we will provide
available compliance reports for that data center.
6.2 You will be hosted on shared hardware in a Tyler data center or in a third-party data center. In
either event, databases containing your Data will be dedicated to you and inaccessible to our
other customers.
6.3 Our Tyler data centers have fully-redundant telecommunications access, electrical power, and
the required hardware to provide access to the Tyler Software in the event of a disaster or
component failure. In the event of a data center failure, we reserve the right to employ our
disaster recovery plan for resumption of the SaaS Services. In that event, we commit to a
Recovery Point Objective (“RPO”) of 24 hours and a Recovery Time Objective (“RTO”) of 24
hours. RPO represents the maximum duration of time between the most recent recoverable
copy of your hosted Data and subsequent data center failure. RTO represents the maximum
duration of time following data center failure within which your access to the Tyler Software
must be restored.
6.4 We conduct annual penetration testing of either the production network and/or web
application to be performed. We will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. We will provide you with a written or electronic record of the actions taken by us in the
event that any unauthorized access to your database(s) is detected as a result of our security
protocols. We will undertake an additional security audit, on terms and timing to be mutually
agreed to by the parties, at your written request. You may not attempt to bypass or subvert
security restrictions in the SaaS Services or environments related to the Tyler Software.
Unauthorized attempts to access files, passwords or other confidential information, and
unauthorized vulnerability and penetration test scanning of our network and systems (hosted or
otherwise) is prohibited without the prior written approval of our IT Security Officer.
6.5 If Tyler has actual knowledge of a confirmed Data Breach of the City’s Personal Data that is
subject to applicable data breach notification law, Tyler shall (1) notify the City in compliance
with applicable state or federal law and (2) take commercially reasonable measures in a timely
manner to mitigate the incident which led to the Data Breach.
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6.6 If a data breach is a direct result of Tyler’s breach of its contractual obligations in this
Agreement, Tyler shall bear the costs associated with (1) the investigation and resolution of the
Data Breach; (2) notifications to individuals, regulators or others required by federal and state
laws or as otherwise agreed to; (3) a credit monitoring service required by state (or federal) law
or as otherwise agreed to; (4) a website or toll-free number and call center for affected
individuals required by federal and state laws – all not to exceed the average per record per
person cost calculated for data breaches in the United States as per the most recent Cost of
Data Breach Study: Global Analysis published by the Ponemon Institute at the time of the data
breach; and (5) complete all reasonable corrective actions, as determined by Tyler.
6.7 We test our disaster recovery plan on an annual basis. Our standard test is not client-specific.
Should you request a client-specific disaster recovery test, we will work with you to schedule
and execute such a test on a mutually agreeable schedule. At your written request, we will
provide test results to you within a commercially reasonable timeframe after receipt of the
request.
6.8 We will be responsible for importing back-up and verifying that you can log-in. You will be
responsible for running reports and testing critical processes to verify the returned Data.
6.9 We provide secure Data transmission paths between each of your workstations, our servers, and
any third-party data centers used.
6.10 Tyler data centers are accessible only by authorized personnel with a unique key entry.
All other visitors to Tyler data centers must be signed in and accompanied by authorized
personnel. Entry attempts to the data center are regularly audited by internal staff and external
auditors to ensure no unauthorized access.
6.11 Where applicable with respect to our applications that take or process card payment data, we
are responsible for the security of cardholder data that we possess, including functions relating
to storing, processing, and transmitting of the cardholder data and affirm that, as of the
Effective Date, we comply with applicable requirements to be considered PCI DSS compliant and
have performed the necessary steps to validate compliance with the PCI DSS. We agree to
supply the current status of our PCI DSS compliance program in the form of an official
Attestation of Compliance, which can be found at https://www.tylertech.com/about-
us/compliance, and in the event of any change in our status, will comply with applicable notice
requirements. Should the requirements of compliance change, we will make all commercially
reasonable efforts to reaffirm and remain in compliance.
7 Termination of Prior Agreements. When Tyler makes Tyler Software identified in the Investment
Summary the “Evergreen Modules”) and licensed pursuant to this Agreement available to the Client
for use in live production, the license to the Tyler software listed in Exhibit A, Schedule 1 (hereafter,
“Migration Modules”) will be restricted to read-only access, and Tyler’s maintenance, support,
and/or update obligations for such software terminates.
SECTION C –PROFESSIONAL SERVICES
1. Professional Services. We will provide you the various implementation-related services itemized in
the Investment Summary and described in the mutually agreed upon Statement of Work in Exhibit E.
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2. Professional Services Fees. You agree to pay us the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are based on the scope of the project as of the
Effective Date and are payable in accordance with our Invoicing and Payment Policy. We will bill you
the actual fees incurred based on the in-scope services provided to you, up to the maximum
amounts set forth in the Investment Summary. This not to exceed commitment is contingent on
your timely meeting of your obligations under this Agreement. Any discrepancies in the total
values set forth in the Investment Summary will be resolved by multiplying the applicable hourly
rate by the quoted hours.
3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or integration or interface
estimates) required for the project based on our understanding of the specifications you supplied
and as outlined in the applicable Statement of Work. If additional work is required, or if you use or
request additional services, we will provide you with an addendum or change order, as applicable,
outlining the costs for the additional work. The price quotes in the addendum or change order will
be valid for thirty (30) days from the date of the quote. The addendum or change order must be
mutually agreed to and signed by an authorized signatory of each party before additional services
commence.
4. Client Cancellation. If you cancel services less than four (4) weeks in advance (other than for Force
Majeure or breach by us), you will be liable for all (a) daily fees associated with cancelled
professional services if we are unable to reassign our personnel and (b) any non-refundable travel
expenses already incurred by us on your behalf. We will make all reasonable efforts to reassign
personnel in the event you cancel within four (4) weeks of scheduled commitments.
5. Services Warranty. We will perform the services in a professional, workmanlike manner, consistent
with industry standards. In the event we provide services that do not conform to this warranty, we
will re-perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with access to your
personnel, facilities, and equipment as may be reasonably necessary for us to provide
implementation services, subject to any reasonable security protocols or other written policies
provided to us as of the Effective Date, and thereafter as mutually agreed to by you and us.
7. Background Checks. For at least the past twelve (12) years, all of our employees have undergone
criminal background checks prior to hire. All employees sign our confidentiality agreement and
security policies.
8. Notice of Data Breach. In the event of a Data Breach of your Data, Tyler will follow Washington
state Data Breach Notification law, and any other applicable state or federal law.
9. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. You agree to use all reasonable efforts
to cooperate with and assist us as may be reasonably required to meet the agreed upon project
deadlines and other milestones for implementation. This cooperation includes at least working with
us to schedule the implementation-related services outlined in this Agreement. We will not be
liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or
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to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
10. Maintenance and Support. For so long as you timely pay your SaaS Fees according to the Invoicing
and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process,
we will:
10.1 perform our maintenance and support obligations in a professional, good, and
workmanlike manner, consistent with industry standards, to resolve Defects in the Tyler
Software (subject to any applicable release life cycle policy);
10.2 provide support during our established support hours;
10.3 maintain personnel that are sufficiently trained to be knowledgeable with the Tyler
Software and Third Party Software, if any, in order to provide maintenance and support services;
10.4 make available to you all releases to the Tyler Software (including updates and,
enhancements) that we make generally available without additional charge; and
10.5 provide non-Defect resolution support of prior releases of the Tyler Software in
accordance with any applicable release life cycle policy.
We will use all reasonable efforts to perform support services remotely. Currently, we use a third-
party secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore,
you agree to maintain a high-speed internet connection capable of connecting us to your PCs and
server(s). You agree to provide us with monitored access as we may reasonably require to perform
remote services. We will, at our option, use the secure connection to assist with proper diagnosis
and resolution, subject to any reasonably applicable security protocols. If we cannot resolve a
support issue remotely, we may be required to provide onsite services. In such event, we will be
responsible for our travel expenses, unless it is determined that the reason onsite support was
required was a reason outside our control. Either way, you agree to provide us with access as
required to perform agreed-upon services to the Tyler Software, working space, adequate facilities
within a reasonable distance from the equipment, and use of machines, attachments, features, or
other equipment reasonably necessary for us to provide the maintenance and support services, all
at no charge to us. We strongly recommend that you also maintain your VPN for backup
connectivity purposes.
For the avoidance of doubt, SaaS Fees do not include the following services: (a) onsite support
(unless Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (b)
application design; (c) other consulting services; or (d) support outside of our established support
hours as listed in our then-current Support Call Process. Requested services such as those outlined
in this section will be billed to you on a time and materials basis at our then current rates. You must
request those services with at least one (1) weeks’ advance notice.
11. Support of Migration Modules. Beginning on the commencement of the initial term as set forth
in Section F(1) of this Agreement, and contingent upon Client’s timely payment of annual SaaS
Fees for Tyler Evergreen Modules, Client is entitled to receive, at no additional charge,
maintenance and support for the Migration Modules until Tyler makes the Tyler Evergreen
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Modules available for use in live production.
SECTION D – THIRD PARTY PRODUCTS
1. Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have
purchased any, for the price set forth in the Investment Summary. Those amounts are payable in
accordance with our Invoicing and Payment Policy.
2. Third Party Software. As part of the SaaS Services, you will receive access to the Third Party
Software and related documentation for internal business purposes only. Your rights to the Third
Party Software will be governed by the Third Party Terms.
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant access to the Third Party Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, you will receive
free and clear title to the Third Party Hardware.
3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not
warrant or guarantee the performance of the Third Party Products. However, we grant and pass
through to you any warranty that we may receive from the Developer or supplier of the Third
Party Products.
4. Third Party Services. If you have purchased Third Party Services, those services will be provided
independent of Tyler by such third-party at the rates set forth in the Investment Summary and in
accordance with our Invoicing and Payment Policy.
SECTION E - INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you the SaaS Fees and fees for other professional services in
the Investment Summary per the Invoicing and Payment Policy, Exhibit B subject to Section E(2).
2. Invoice Disputes. If you believe any delivered software or service does not conform to the
warranties in this Agreement, you will provide us with written notice within forty-five (45) days of
your receipt of the applicable invoice. The written notice must contain reasonable detail of the
issues you contend are in dispute so that we can confirm the issue and respond to your notice with
either a justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in your notice. We will work with you as may be necessary to develop an action plan that
outlines reasonable steps to be taken by each of us to resolve any issues presented in your notice.
You may withhold payment of the amount(s) actually in dispute, and only those amounts, until we
complete the action items outlined in the plan. If we are unable to complete the action items
outlined in the action plan because of your failure to complete the items agreed to be done by you,
then you will remit full payment of the invoice. We reserve the right to suspend delivery of all SaaS
Services, including maintenance and support services, if you fail to pay an invoice not disputed as
described above within 30 days’ notice of our intent to do so.
SECTION F – TERM AND TERMINATION
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1. Term. The initial term of this Agreement is equal to three (3) years, commencing on October 1,
2025, unless earlier terminated as set forth below. Upon expiration of the initial term, this
Agreement will renew automatically for additional one (1) year renewal terms unless terminated in
writing by either party at least sixty (60) days prior to the end of the then-current renewal term.
SaaS Fees for renewal terms in years four (4) and five (5) will be locked at the same price as in the
initial term. SaaS Fees for renewal terms in years six (6) through ten (10) will be capped at a three
percent (3%) increase year over year. SaaS Fees for any subsequent renewal terms will be at our
then-current SaaS Fees. Upon mutual agreement, not to be unreasonably withheld, Client may
remove modules listed in the Investment Summary upon at least sixty (60) days’ advance notice,
with such renewals to be effective on the next annual renewal date. Your right to access or use the
Tyler Software and the SaaS Services will terminate at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
you will pay us for all undisputed fees and expenses related to the software, products, and/or
services you have received, or we have incurred or delivered, prior to the effective date of
termination. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice disputes in accordance with Section E(2).
2.1 Failure to Pay SaaS Fees. You acknowledge that continued access to the SaaS Services is
contingent upon your timely payment of SaaS Fees. If you fail to timely pay the SaaS Fees, we
may discontinue the SaaS Services and deny your access to the Tyler Software. We may also
terminate this Agreement if you don’t cure such failure to pay within forty-five (45) days of
receiving written notice of our intent to terminate.
2.2 For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section H(3). You may terminate this Agreement for cause
in the event we do not cure, or create a mutually agreeable action plan to address, a material
breach of this Agreement within the thirty (30) day window set forth in Section H(3).
2.3 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the SaaS Services for a period of forty-five (45) days or more.
2.4 Lack of Appropriations. If you should not appropriate or otherwise make available funds
sufficient to utilize the SaaS Services, you may unilaterally terminate this Agreement upon thirty
(30) days written notice to us. You will not be entitled to a refund or offset of previously paid,
but unused SaaS Fees. You agree not to use termination for lack of appropriations as a
substitute for termination for convenience.
SECTION G – GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twenty-four (24) months from the Effective Date by
executing a mutually agreed addendum. If no rate is provided in the Investment Summary, or those
twenty-four (24) months have expired, you may purchase additional products and services at our
then-current list price, also by executing a mutually agreed addendum. The terms of this Agreement
will control any such additional purchase(s), unless otherwise specifically provided in the addendum.
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2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for twenty-four (24) months from the Effective Date.
3. Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming
aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty (30) days of the written dispute notice, unless otherwise agreed. All meetings
and discussions between senior representatives will be deemed confidential settlement discussions
not subject to disclosure under Federal Rule of Evidence 408 or any similar applicable state rule. If
we fail to resolve the dispute, then the parties shall participate in non-binding mediation in an effort
to resolve the dispute. If the dispute remains unresolved after mediation, then either of us may
assert our respective rights and remedies in a court of competent jurisdiction. Nothing in this
section shall prevent you or us from seeking necessary injunctive relief during the dispute resolution
procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities and you will
reimburse us for such taxes. If you have a valid direct-pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.
5. E-Verify. We have complied, and will comply, with the E-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
6. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld.
7. Force Majeure. Except for your payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however, that within ten (10) business days of the Force Majeure event, the
party whose performance is delayed provides the other party with written notice explaining the
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
8. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
9. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic, faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
10. Data & Insights Solution Terms. Your use of certain Tyler solutions includes Tyler’s Data & Insights
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data platform. Your rights, and the rights of any of your end users, to use Tyler’s Data & Insights
data platform is subject to the Data & Insights SaaS Services Terms of Service, available at
https://www.tylertech.com/terms/data-insights-saas-services-terms-of-service. By signing a Tyler
Agreement or Order Form, or accessing, installing, or using any of the Tyler solutions listed at the
linked terms, you certify that you have reviewed, understand, and agree to said terms.
11. Contract Documents. This Agreement includes the following exhibits:
Exhibit A Investment Summary
Schedule 1: Migration Modules
Exhibit B Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C Service Level Agreement
Schedule 1: Support Call Process
Exhibit D Third Party Terms
Exhibit E Statement of Work
Exhibit F Tyler’s Proposal dated August 21, 2023
Exhibit G City of Renton, Washington’s RFP for Enterprise Resource Planning Software and
Implementation Services
In the event of a conflict in the contract documents listed above, the conflicting language will be
interpreted and resolved according to the following order of precedence:
a. This Agreement, except for Exhibit F and Exhibit G
b. Exhibit F, Tyler’s Proposal dated August 21, 2023
c. Exhibit G, City of Renton, Washington’s RFP for Enterprise Resource Planning Software
and Implementation Services
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Exhibit A
1
Exhibit A
Investment Summary
The following Investment Summary details the software and services to be delivered by us to you under
the Agreement. This Investment Summary is effective as of the Effective Date, despite any expiration
date in the Investment Summary that may have lapsed as of the Effective Date. Capitalized terms not
otherwise defined will have the meaning assigned to such terms in the Agreement. In the event of
conflict between the Agreement and terms in the Comments section of this Investment Summary, the
language in the Agreement will prevail.
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
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Exhibit A
Schedule 1
1
Exhibit A
Schedule 1
Migration Modules
Human Resources Support
Contract Management Support
Site License Support
Project Accounting Support
Data Dictionaries Support
Advanced Budgeting Support
Fixed Assets Support
Financials Support
Payroll/Position Control Support
Annual Comprehensive Financial Report Support
Forms Support
"'% !!( "#
Exhibit B
1
Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicing: We will invoice you for the applicable software and services in the Investment Summary as set
forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. SaaS Fees. During the initial term, SaaS Fees are invoiced in accordance with the payment
schedule below, beginning on the commencement of the initial term as set forth in Section F(1)
of this Agreement. Your annual SaaS Fees for the initial term are set forth in the Investment
Summary. Upon expiration of the initial term, SaaS Fees for renewal terms in years four (4) and
five (5) will be locked at the same price as in the initial term. SaaS Fees for renewal terms in
years six (6) through ten (10) will be capped at a three percent (3%) increase year over year.
SaaS Fees for any renewal terms beyond year ten (10) will be at our then-current rates.
Beginning on commencement of the initial term, Client shall no longer be required to pay annual
support fees for the Migration Modules.
Payment Date SaaS Fees
10/1/2025 $71,725.75
1/1/2026 $71,725.75
4/1/2026 $78,504.75
7/1/2026 $78,504.75
10/1/2026 $78,504.75
1/1/2027 $78,504.75
4/1/2027 $78,504.75
7/1/2027 $78,504.75
10/1/2027 $314,019.00
2. Other Tyler Software and Services.
2.1 VPN Device: The fee for the VPN device will be invoiced upon installation of the VPN.
2.2 Implementation and Other Professional Services (including training): Implementation and
other professional services (including training) are billed and invoiced, as delivered at the
rates set forth in the Investment Summary.
2.3 Consulting Services: If you have purchased any Business Process Consulting services, if they
have been quoted as fixed-fee services, they will be invoiced 50% upon your acceptance of
the best practice recommendations, by module, and 50% upon your acceptance of custom
"'% !!( "#
Exhibit B
2
desktop procedures, by module. If you have purchased any Business Process Consulting
services and they are quoted as an estimate, then we will bill you the actual services
delivered on a time and materials basis.
2.4 Conversions: Fixed-fee conversions are invoiced 50% upon initial delivery of the converted
Data, by conversion option, and 50% upon Client acceptance to load the converted Data into
Live/Production environment, by conversion option. Where conversions are quoted as
estimated, we will bill you the actual services delivered on a time and materials basis.
2.5 Requested Modifications to the Tyler Software: Requested modifications to the Tyler
Software are invoiced 50% upon delivery of specifications and 50% upon delivery of the
applicable modification. You must report any failure of the modification to conform to the
specifications within thirty (30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed. You may
still report Defects to us as set forth in this Agreement.
2.6 Other Fixed Price Services: Other fixed price services are invoiced as delivered, at the rates
set forth in the Investment Summary. For the avoidance of doubt, where “Project Planning
Services” are provided, payment will be due upon delivery of the Implementation Planning
document. Dedicated Project Management services, if any, will be billed monthly in arrears,
beginning on the first day of the month immediately following initiation of project planning.
2.7 Web Services: Annual fees for web services are payable in advance, commencing upon the
availability of the service. Your annual fees for the initial term are set forth in the
Investment Summary. Upon expiration of the initial term, your annual fees will be at our
then-current rates.
2.8 Annual Services: Unless otherwise indicated in this Exhibit B, fees for annual services are due
annually, in advance, commencing on the availability of the service. Your annual fees for the
initial term are set forth in the Investment Summary. Upon expiration of the initial term,
your annual fees will be at our then-current rates.
3. Third Party Products and Hardware.
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
3.2 Third Party Software Maintenance: The first year maintenance fee for the Third Party
Software is invoiced when we make it available to you for downloading. Subsequent annual
maintenance fees for Third Party Software are invoiced annually, in advance, at then-
current rates, upon each anniversary thereof.
3.3 Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
3.4 Hardware Maintenance: The first year maintenance fee for Hardware is invoiced upon
delivery of the hardware. Subsequent annual maintenance fees for hardware are invoiced
annually, in advance, at then-current rates, upon each anniversary thereof.
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Exhibit B
3
3.5 Third Party Services: Fees for Third Party Services, if any, are invoiced as delivered, along
with applicable expenses, at the rates set forth in the Investment Summary. For the
avoidance of doubt, Finite Matters will invoice Client directly for any services fees for
Pattern Stream.
3.6 Third Party SaaS: Third Party SaaS Services fees, if any, are invoiced annually, in advance,
commencing with availability of the respective Third Party SaaS Services. Pricing for the first
year of Third Party SaaS Services is indicated in the Investment Summary. Pricing for
subsequent years will be at the respective third party’s then-current rates.
4. Transaction Fees. Unless paid directly by an end user at the time of transaction, per transaction
(call, message, etc.) fees are invoiced on a quarterly basis. Fees are indicated in Exhibit A and
may be increased by Tyler upon notice of no less than thirty (30) days.
5. Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses for Tyler delivered services will be billed as incurred and only in accordance with our
then-current Business Travel Policy. Our current Business Travel Policy is attached to this Exhibit
B as Schedule 1. Copies of receipts will be provided upon request; we reserve the right to
charge you an administrative fee depending on the extent of your requests. Receipts for
miscellaneous items less than twenty-five dollars and mileage logs are not available.
6. Credit for Prepaid Maintenance and Support Fees for Migration Modules. Client will receive a
credit for the maintenance and support fees prepaid for the Migration Modules for the time
period commencing on the first day of the initial term, as set forth in Section F(1) of this
Agreement. Migration Modules are listed at Exhibit A, Schedule 1.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is available by contacting
AR@tylertech.com.
"'% !!( "#
Exhibit B Schedule 1
1
Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations & Tickets
The Travel Management Company (TMC) used by Tyler will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does not add
more than three hours to the employee’s total trip duration and the fare is within $100 (each way)
of the lowest logical fare. If a net savings of $200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee’s total trip duration, the connecting flight
should be accepted.
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two (2) weeks in advance of commitments. A seven (7) day advance booking requirement is
mandatory. When booking less than seven (7) days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is six (6) or more
consecutive hours in length, only economy or coach class seating is reimbursable. Employees shall
not be reimbursed for “Basic Economy Fares” because these fares are non-refundable and have
many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days = one (1) checked bag
• Six (6) or more days = two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
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Exhibit B Schedule 1
2
2. Ground Transportation
A. Private Automobile
Mileage Allowance – Business use of an employee’s private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a “mid-size” or “intermediate” car. “Full” size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; except for employees traveling to Alaska and internationally (excluding Canada),
additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the
airport, tips are included in the per diem rates and will not be reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used. For
extended trips that would result in excessive parking charges, public transportation to/from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3. Lodging
Tyler’s TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel, the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
“No shows” or cancellation fees are not reimbursable if the employee does not comply with the
hotel’s cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
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Exhibit B Schedule 1
3
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb, VRBO,
and HomeAway. Employees who elect to make such reservations shall not be reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S. are in
accordance with the federal per diem rates published by the General Services Administration.
Incidental expenses include tips to maids, hotel staff, and shuttle drivers and other minor travel
expenses. Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of State and will be determined as required.
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon Lunch and dinner
Depart after 12:00 noon
Return Day
Dinner
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and lunch
Return after 7:00 p.m.* Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for individual meals are calculated as a percentage of the full day per diem
as follows:
Breakfast 15%
Lunch 25%
Dinner 60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
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Exhibit B Schedule 1
4
5. Internet Access – Hotels and Airports
Employees who travel may need to access their e-mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If
an employee’s hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for
internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the “lowest practical coach fare” with the exception of flights that are
six (6) or more consecutive hours in length. In such event, the next available seating class above
coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for photo fees,
application fees, and execution fees when obtaining a new passport book, but fees related to
passport renewals are not reimbursable. Visa application and legal fees, entry taxes and departure
taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested by the
U.S. Department of Health & Human Services for travel to specific countries, is reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this section.
"'% !!( "#
Exhibit C
1
Exhibit C
SERVICE LEVEL AGREEMENT
I. Agreement Overview
This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It
outlines the information technology service levels that we will provide to you to ensure the availability of
the application services that you have requested us to provide. All other support services are documented
in the Support Call Process. This SLA does not apply to any Third Party SaaS Services. All other support
services are documented in the Support Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Actual Attainment: The percentage of time the Tyler Software is available during a calendar month,
calculated as follows: (Service Availability – Downtime) ÷ Service Availability.
Client Error Incident: Any service unavailability resulting from your applications, content or equipment, or
the acts or omissions of any of your service users or third-party providers over whom we exercise no
control.
Downtime: Those minutes during Service Availability, as defined below, when all users cannot launch,
login, search or save primary data in the Tyler Software. Downtime does not include those instances in
which only a Defect is present.
Emergency Maintenance Window: (1) maintenance that is required to patch a critical security
vulnerability; (2) maintenance that is required to prevent an imminent outage of Service Availability; or
(3) maintenance that is mutually agreed upon in writing by Tyler and the Client.
Planned Downtime: Downtime that occurs during a Standard or Emergency Maintenance window.
Service Availability: The total number of minutes in a calendar month that the Tyler Software is capable
of receiving, processing, and responding to requests, excluding Planned Downtime, Client Error Incidents,
denial of service attacks and Force Majeure. Service Availability only applies to Tyler Software being used
in the live production environment.
Standard Maintenance: Routine maintenance to the Tyler Software and infrastructure. Standard
Maintenance is limited to five (5) hours per week.
III. Service Availability
a. Your Responsibilities
Whenever you experience Downtime, you must make a support call according to the procedures outlined
in the Support Call Process. You will receive a support case number.
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Exhibit C
2
b. Our Responsibilities
When our support team receives a call from you that Downtime has occurred or is occurring, we will work
with you to identify the cause of the Downtime (including whether it may be the result of Planned
Downtime, a Client Error Incident, denial of service attack or Force Majeure). We will also work with you
to resume normal operations.
c. Client Relief
Our targeted Attainment Goal is 100%. You may be entitled to credits as indicated in the Client Relief
Schedule found below. Your relief credit is calculated as a percentage of the SaaS Fees paid for the
calendar month.
In order to receive relief credits, you must submit a request through one of the channels listed in our
Support Call Process within fifteen (15) days of the end of the applicable month. We will respond to your
relief request within thirty (30) days of receipt.
The total credits confirmed by us will be applied to the SaaS Fee for the next billing cycle. Issuing of such
credit does not relieve us of our obligations under the Agreement to correct the problem which created
the service interruption.
Credits are only payable when Actual Attainment results in eligibility for credits in consecutive months
and only for such consecutive months.
Client Relief Schedule
Actual Attainment Client Relief
99.99% - 99.70% Remedial action will be taken
99.69% - 98.50% 2% of SaaS Fees paid for
applicable month
98.49% - 97.50% 4% of SaaS Fees paid for
applicable month
97.49% - 96.50% 6% of SaaS Fees paid for
applicable month
96.49% - 95.50% 8% of SaaS Fees paid for
applicable month
Below 95.50% 10% of SaaS Fees paid for
applicable month
* Notwithstanding language in the Agreement to the contrary, Recovery Point Objective is one (1) hour.
IV. Maintenance Notifications
We perform Standard Maintenance during limited windows that are historically known to be reliably
low-traffic times. If and when maintenance is predicted to occur during periods of higher traffic, we will
provide advance notice of those windows and will coordinate to the greatest extent possible with you.
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Exhibit C
3
Not all maintenance activities will cause application unavailability. However, if Tyler anticipates that
activities during a Standard or Emergency Maintenance window may make the Tyler Software unavailable,
we will provide advance notice, as reasonably practicable, that the Tyler Software will be unavailable
during the maintenance window.
"'% !!( "#
Exhibit C
Schedule 1
1
Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support for authorized users*:
(1) On-line submission (portal) – for less urgent and functionality-based questions, users may create
support incidents through the Tyler Customer Portal available at the Tyler Technologies website.
A built-in Answer Panel provides users with resolutions to most “how-to” and configuration-
based questions through a simplified search interface with machine learning, potentially
eliminating the need to submit the support case.
(2) Email – for less urgent situations, users may submit emails directly to the software support
group.
(3) Telephone – for urgent or complex questions, users receive toll-free, telephone software
support.
*Channel availability may be limited for certain applications
Support Resources
A number of additional resources are available to provide a comprehensive and complete support
experience:
(1) Tyler Website – www.tylertech.com – for accessing client tools, documentation, and other
information including support contact information.
(2) Tyler Search -a knowledge based search engine that lets you search multiple sources
simultaneously to find the answers you need, 24x7.
(3) Tyler Community –provides a venue for all Tyler clients with current maintenance agreements to
collaborate with one another, share best practices and resources, and access documentation.
(4) Tyler University – online training courses on Tyler products.
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday –
Friday) across four US time zones (Pacific, Mountain, Central and Eastern). Tyler’s holiday schedule is
outlined below. There will be no support coverage on these days.
New Year’s Day Labor Day
Martin Luther King, Jr. Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Independence Day Christmas Day
"'% !!( "#
Exhibit C
Schedule 1
2
For support teams that provide after-hours service, we will provide you with procedures for contacting
support staff after normal business hours for reporting Priority Level 1 Defects only. Upon receipt of
such a Defect notification, we will use commercially reasonable efforts to meet the resolution targets
set forth below.
We will also make commercially reasonable efforts to be available for one pre-scheduled Saturday of
each month to assist your IT staff with applying patches and release upgrades, as well as consulting with
them on server maintenance and configuration of the Tyler Software environment.
Incident Handling
Incident Tracking
Every support incident is logged into Tyler’s Customer Relationship Management System and given a
unique case number. This system tracks the history of each incident. The case number is used to track
and reference open issues when clients contact support. Clients may track incidents, using the case
number, through Tyler’s Customer Portal or by calling software support directly.
Incident Priority
Each incident is assigned a priority level, which corresponds to the Client’s needs. Tyler and the Client
will reasonably set the priority of the incident per the chart below. This chart is not intended to address
every type of support incident, and certain “characteristics” may or may not apply depending on
whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud. The goal is
to help guide the Client towards clearly understanding and communicating the importance of the issue
and to describe generally expected response and resolution targets in the production environment only.
References to a “confirmed support incident” mean that Tyler and the Client have successfully validated
the reported Defect/support incident.
Priority
Level Characteristics of Support Incident Resolution Targets*
1
Critical
Support incident that causes (a)
complete application failure or
application unavailability; (b)
application failure or unavailability in
one or more of the client’s remote
location; or (c) systemic loss of
multiple essential system functions.
Tyler shall provide an initial response to Priority Level
1 incidents within one (1) business hour of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents or provide a
circumvention procedure within one (1) business
day. For non-hosted customers, Tyler’s responsibility
for lost or corrupted data is limited to assisting the
Client in restoring its last available database.
"'% !!( "#
Exhibit C
Schedule 1
3
Priority
Level Characteristics of Support Incident Resolution Targets*
2
High
Support incident that causes (a)
repeated, consistent failure of
essential functionality affecting more
than one user or (b) loss or corruption
of data.
Tyler shall provide an initial response to Priority Level
2 incidents within four (4) business hours of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents or provide a
circumvention procedure within ten (10) business
days. For non-hosted customers, Tyler’s
responsibility for loss or corrupted data is limited to
assisting the Client in restoring its last available
database.
3
Medium
Priority Level 1 incident with an
existing circumvention procedure, or
a Priority Level 2 incident that affects
only one user or for which there is an
existing circumvention procedure.
Tyler shall provide an initial response to Priority Level
3 incidents within one (1) business day of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents without the need for a
circumvention procedure with the next published
maintenance update or service pack, which shall
occur at least quarterly. For non-hosted customers,
Tyler’s responsibility for lost or corrupted data is
limited to assisting the Client in restoring its last
available database.
4
Non-
critical
Support incident that causes failure of
non-essential functionality or a
cosmetic or other issue that does not
qualify as any other Priority Level.
Tyler shall provide an initial response to Priority Level
4 incidents within two (2) business days of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents, as well as cosmetic
issues, with a future version release.
*Response and Resolution Targets may differ by product or business need
Incident Escalation
If Tyler is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has
elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each
product support team. The corresponding resource will meet with you and any Tyler staff to establish a
mutually agreeable plan for addressing the defect.
Remote Support Tool
Some support calls may require further analysis of the Client’s database, processes or setup to diagnose
a problem or to assist with a question. Tyler will, at its discretion, use an industry-standard remote
support tool. Tyler’s support team must have the ability to quickly connect to the Client’s system and
view the site’s setup, diagnose problems, or assist with screen navigation. More information about the
remote support tool Tyler uses is available upon request.
"'% !!( "#
Exhibit D
1
Exhibit D
Third Party Terms
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License Agreement available for download here: ŚƩƉƐ͗ͬͬĞĐůŝƉƐĞĐŽƌƉ͘ƵƐͬĞƵůĂͬ. By signing a Tyler
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ThinPrint Terms. Your use of Tyler Forms software and forms is subject to the End User License
Agreement terms for ThinPrint Engine, ThinPrint License Server, and Connected Gateway found
here: https://www.thinprint.com/en/legal-notes/eula/. By signing a Tyler Agreement or Order Form, or
accessing, installing, or using Tyler Forms software or forms, you agree that you have read, understood,
and agree to such terms.
"'% !!( "#
Exhibit E
1
Exhibit E
Statement of Work
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
"'% !!( "#
Renton WA
Statement of Work from Tyler Technologies, Inc.
6/19/2025
Presented to:
City of Renton WA
1055 S Grady Way
Renton, WA 98057-3232
Contact:
Rich Boven
Email: richard.boven@tylertech.com
1 Tyler Drive, Yarmouth, Maine 04096
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | i
TTablee off Contentss
PART 1: EXECUTIVE SUMMARY....................................................................................................1
Project Overview............................................................................................................................. 1
Introduction........................................................................................................................................ 1
Project Goals....................................................................................................................................... 1
Methodology....................................................................................................................................... 1
PART 2: PROJECT FOUNDATION...................................................................................................3
Project Governance......................................................................................................................... 3
Project Scope Control ...................................................................................................................... 4
Managing Scope and Project Change ................................................................................................. 4
Change Control ................................................................................................................................... 4
Change Request Management............................................................................................................ 4
Acceptance Process ......................................................................................................................... 6
Roles and Responsibilities................................................................................................................ 6
Tyler Roles & Responsibilities............................................................................................................. 6
Tyler Executive Manager............................................................................................................. 7
Tyler Implementation Manager.................................................................................................. 7
Tyler Project Manager................................................................................................................. 7
Tyler Implementation Consultant............................................................................................... 8
Tyler Sales ................................................................................................................................... 8
Tyler Technical Services.............................................................................................................. 8
Tyler API Services........................................................................................................................ 9
Tyler Data Experts....................................................................................................................... 9
City Roles & Responsibilities............................................................................................................... 9
City Executive Sponsor................................................................................................................ 9
City Steering Committee............................................................................................................. 9
City Project Manager ................................................................................................................ 10
City Functional Leads................................................................................................................ 11
City Power Users....................................................................................................................... 12
City End Users........................................................................................................................... 12
City Technical Lead.................................................................................................................... 12
City Change Management Lead................................................................................................ 13
PART 3: PROJECT PLAN..............................................................................................................14
Project Stages.................................................................................................................................14
Initiate and Plan................................................................................................................................ 15
Initial Coordination................................................................................................................... 15
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Project/Phase Planning............................................................................................................. 16
Infrastructure Planning............................................................................................................. 17
Stakeholder Meeting................................................................................................................. 18
This work package is not applicable.......................................................................................................... 19
Control Point 1: Initiate & Plan Stage Acceptance.................................................................... 19
Assess & Define................................................................................................................................. 19
Solution Orientation.................................................................................................................. 19
Current & Future State Analysis................................................................................................20
Data Assessment....................................................................................................................... 21
Conversion Assessment ............................................................................................................ 23
This work package is not applicable.......................................................................................................... 24
This work package is not applicable.......................................................................................................... 24
Control Point 2: Assess & Define Stage Acceptance................................................................. 24
Prepare Solution ............................................................................................................................... 24
Initial System Deployment........................................................................................................ 24
Configuration............................................................................................................................ 25
Process Refinement .................................................................................................................. 26
Conversion Delivery.................................................................................................................. 28
This work package is not applicable.......................................................................................................... 29
This work package is not applicable.......................................................................................................... 29
Control Point 3: Prepare Solution Stage Acceptance................................................................ 29
Production Readiness ....................................................................................................................... 30
Solution Validation.................................................................................................................... 30
Go-Live Readiness..................................................................................................................... 31
End User Training...................................................................................................................... 32
Control Point 4: Production Readiness Stage Acceptance........................................................ 33
Production......................................................................................................................................... 33
Go-Live...................................................................................................................................... 34
Transition to Client Services...................................................................................................... 35
Post Go-Live Activities............................................................................................................... 36
Control Point 5: Production Stage Acceptance......................................................................... 37
Close.................................................................................................................................................. 37
Phase Closeout.......................................................................................................................... 37
Project Closeout........................................................................................................................ 38
Control Point 6: Close Stage Acceptance.................................................................................. 39
General Assumptions......................................................................................................................39
Project............................................................................................................................................... 40
Organizational Change Management...............................................................................................40
Resources and Scheduling ................................................................................................................ 40
Data................................................................................................................................................... 41
Facilities............................................................................................................................................. 41
Glossary.........................................................................................................................................42
PART 4: APPENDICES .................................................................................................................45
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Conversion.....................................................................................................................................45
Enterprise ERP Conversion Summary ...............................................................................................45
Accounting................................................................................................................................ 45
Accounts Payable...................................................................................................................... 45
Contracts................................................................................................................................... 45
Human Resources Management............................................................................................... 46
General Billing........................................................................................................................... 46
Additional Appendices................................................................................................................48
Enterprise ERP Standard 3rd Party Data Exchange & Application Programming Interfaces............ 48
Planning..................................................................................................................................... 48
Validation.................................................................................................................................. 49
This work package is not applicable.................................................................................................. 50
Project Timeline..........................................................................................................................51
ERP Project Timeline......................................................................................................................... 51
This work package is not applicable.................................................................................................. 52
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Part 1: Executive Summary
PProjectt Overvieww
Introductionn
Tyler Technologies (“Tyler”) is the largest and most established provider of integrated software and
technology services focused solely on the public sector. Tyler’s end-to-end solutions empower public sector
entities including local, state, provincial and federal government, to operate more efficiently and connect
more transparently with their constituents and with each other. By connecting data and processes across
disparate systems, Tyler’s solutions transform how clients gain actionable insights that solve problems in their
communities.
Projectt Goalss
This Statement of Work (“SOW”) documents the methodology, implementation stages, activities, and roles
and responsibilities, and project scope listed in the Investment Summary of the Agreement between Tyler
and the City of Renton (collectively the “Project”).
The overall goals of the project are to:
Successfully implement the contracted scope on time and on budget
Increase operational efficiencies and empower users to be more productive
Improve accessibility and responsiveness to external and internal customer needs
Overcome current challenges and meet future goals
Methodologyy
This is accomplished by the City and Tyler working as a partnership and Tyler utilizing its depth of
implementation experience. While each Project is unique, all will follow Tyler’s six-stage methodology. Each
of the six stages is comprised of multiple work packages, and each work package includes a narrative
description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently across
Phases, and is scaled to meet the City’s complexity and organizational needs.
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The methodology adapts to both single-phase and multiple-phase projects.
To achieve Project success, it is imperative that both the City and Tyler commit to including the necessary
leadership and governance. During each stage of the Project, it is expected that the City and Tyler Project
teams work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to
employ an iterative model where the City’s business processes are assessed, configured, validated, and
refined cyclically in line with the project budget. This approach is used in multiple stages and work packages
as illustrated in the graphic below.
The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success. As
illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to
complete the Project efficiently and effectively.
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Part 2: Project Foundation
PProjectt Governancee
Project governance is the management framework within which Project decisions are made. The role of
Project governance is to provide a decision-making approach that is logical, robust, and repeatable. This
allows organizations to have a structured approach for conducting its daily business in addition to project
related activities.
This section outlines the resources required to meet the business needs, objectives, and priorities for the
Project, communicate the goals to other Project participants, and provide support and guidance to
accomplish these goals. Project governance defines the structure for escalation of issues and risks, Change
Control review and authority, and Organizational Change Management activities. Throughout the Statement
of Work Tyler has provided RACI Matrices for activities to be completed throughout the implementation
which will further outline responsibilities of different roles in each stage. Further refinement of the
governance structure, related processes, and specific roles and responsibilities occurs during the Initiate &
Plan Stage.
The chart below illustrates an overall team perspective where Tyler and the City collaborate to resolve Project
challenges according to defined escalation paths. If project managers do not possess authority to determine a
solution, resolve an issue, or mitigate a risk, Tyler implementation management and the City Steering
Committee become the escalation points to triage responses prior to escalation to the City and Tyler
executive sponsors. As part of the escalation process, each Project governance tier presents
recommendations and supporting information to facilitate knowledge transfer and issue resolution. The City
and Tyler executive sponsors serve as the final escalation point.
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PProjectt Scopee Controll
Managingg Scopee andd Projectt Changee
Project Management governance principles contend that there are three connected constraints on a Project:
budget, timeline, and scope. These constraints, known as the “triple constraints” or project management
triangle, define budget in terms of financial cost, labor costs, and other resource costs. Scope is defined as the
work performed to deliver a product, service or result with the specified features and functions, while time is
simply defined as the schedule. The Triple Constraint theory states that if you change one side of the triangle,
the other two sides must be correspondingly adjusted. For example, if the scope of the Project is increased,
cost and time to complete will also need to increase. The Project and executive teams will need to remain
cognizant of these constraints when making impactful decisions to the Project. A simple illustration of this
triangle is included here, showing the connection of each item and their relational impact to the overall
Scope.
A pillar of any successful project is the ability to properly manage scope while allowing the appropriate level
of flexibility to incorporate approved changes. Scope and changes within the project will be managed using
the change control process outlined in the following section.
Changee Controll
It may become necessary to change the scope of this Project due to unforeseeable circumstances (e.g., new
constraints or opportunities are discovered). This Project is being undertaken with the understanding that
Project scope, schedule, and/or cost may need to change to produce optimal results for stakeholders.
Changes to contractual requirements will follow the change control process specified in the final contract,
and as described below.
Changee Requestt Managementt
Should the need for a change to Project scope, schedule, and/or cost be identified during the Project, the
change will be brought to the attention of the Steering Committee and an assessment of the change will
occur. While such changes may result in additional costs and delays relative to the schedule, some changes
may result in less cost to the City; for example, the City may decide it no longer needs a deliverable originally
defined in the Project. The Change Request will include the following information:
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The nature of the change.
A good faith estimate of the additional cost or associated savings to the City, if any.
The timetable for implementing the change.
The effect on and/or risk to the schedule, resource needs or resource responsibilities.
The City will use its good faith efforts to either approve or disapprove any Change Request within ten (10)
Business Days (or other period as mutually agreeable between Tyler and the City). Any changes to the Project
scope, budget, or timeline must be documented and approved in writing using a Change Request form. These
changes constitute a formal amendment to the Statement of Work and will supersede any conflicting term in
the Statement of Work.
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AAcceptancee Processs
The implementation of a Project involves many decisions to be made throughout its lifecycle. Decisions will
vary from higher level strategy decisions to smaller, detailed Project level decisions. It is critical to the success
of the Project that each City office or department designates specific individuals for making decisions on
behalf of their offices or departments.
Both Tyler and the City will identify representative project managers. These individuals will represent the
interests of all stakeholders and serve as the primary contacts between the two organizations.
The coordination of gaining City feedback and approval on Project deliverables will be critical to the success of
the Project. The City project manager will strive to gain deliverable and decision approvals from all authorized
City representatives. Given that the designated decision-maker for each department may not always be
available, there must be a designated proxy for each decision point in the Project. Assignment of each proxy
will be the responsibility of the leadership from each City department. The proxies will be named individuals
that have the authorization to make decisions on behalf of their department.
The following process will be used for accepting Deliverables and Control Points:
The City shall have ten (10) business days from the date of delivery, or as otherwise mutually agreed
upon by the parties in writing, to accept each Deliverable or Control Point. If the City does not
provide acceptance or acknowledgement within ten (10) business days, or the otherwise agreed upon
timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control Point as
accepted.
If the City does not agree the Deliverable or Control Point meets requirements, the City shall notify
Tyler project manager(s), in writing, with reasoning within ten (10) business days, or the otherwise
agreed-upon timeframe, not to be unreasonably withheld, of receipt of the Deliverable.
Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The City shall then
have five (5) business days from receipt of the redelivered Deliverable or Control Point to accept or
again submit written notification of reasons for rejecting the milestone. If the City does not provide
acceptance within five (5) business days, or the otherwise agreed upon timeframe, not to be
unreasonably withheld, Tyler deems the Deliverable or Control Point as accepted.
Roless andd Responsibilitiess
The following defines the roles and responsibilities of each Project resource for the City and Tyler. Roles and
responsibilities may not follow the organizational chart or position descriptions at the City, but are roles
defined within the Project. It is common for individual resources on both the Tyler and City project teams to
fill multiple roles. Similarly, it is common for some roles to be filled by multiple people.
Tyler Roles &Responsibilities
Tyler assigns a project manager prior to the start of each Phase of the Project (some Projects may only be one
Phase in duration). Additional Tyler resources are assigned as the schedule develops and as needs arise.
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TTylerr Executivee Managerr
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers additional support to the Project team and collaborates with other Tyler
department managers as needed to escalate and facilitate implementation Project tasks and decisions.
Provides clear direction for Tyler staff on executing on the Project Deliverables to align with satisfying
the City’s overall organizational strategy.
Authorizes required Project resources.
Resolves all decisions and/or issues not resolved at the implementation management level as part of
the escalation process.
Acts as the counterpart to the City’s executive sponsor.
Tylerr Implementationn Managerr
Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process. The Tyler project managers consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution
with the Tyler Project Manager or with City management as appropriate. Tyler executive
management is the escalation point for any issues not resolved at this level.
Assigns Tyler Project personnel.
Provides support for the Project team.
Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
Monitors Project progress including progress towards agreed upon goals and objectives.
Tylerr Projectt Managerr
The Tyler project manager(s) provides oversight of the Project, coordination of Tyler resources
between departments, management of the Project budget and schedule, effective risk, and issue
management, and is the primary point of contact for all Project related items. As requested by the
City, the Tyler Project Manager provides regular updates to the City Steering Committee and other
Tyler governance members. Tyler Project Manager’s role includes responsibilities in the following
areas:
Contractt Managementt
Validates contract compliance throughout the Project.
Ensures Deliverables meet contract requirements.
Acts as primary point of contact for all contract and invoicing questions.
Prepares and presents contract milestone sign-offs for acceptance by the City project manager(s).
Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.
Planningg
Delivers project planning documents.
Defines Project tasks and resource requirements.
Develops initial Project schedule and Project Management Plan.
Collaborates with the City project manager(s) to plan and schedule Project timelines to achieve on-
time implementation.
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IImplementationn Managementt
Tightly manages Scope and budget of Project to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently.
Establishes and manages a schedule and Tyler resources that properly support the Project Schedule
and are also in balance with Scope/budget.
Establishes risk/issue tracking/reporting process between the City and Tyler and takes all necessary
steps to proactively mitigate these items or communicate with transparency to the City any items
that may impact the outcomes of the Project.
Collaborates with the City’s project manager(s) to establish key business drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality outcome of
the project.
Collaborates with the City’s project manager(s) to set a routine communication plan that will aide all
Project team members, of both the City and Tyler, in understanding the goals, objectives, status, and
health of the Project.
Resourcee Managementt
Acts as liaison between Project team and Tyler manager(s).
Identifies and coordinates all Tyler resources across all applications, Phases, and activities including
development, forms, installation, reports, implementation, and billing.
Provides direction and support to Project team.
Manages the appropriate assignment and timely completion of tasks as defined in the Project
Schedule, task list, and Go-Live Checklist.
Assesses team performance and adjusts as necessary.
Consulted on in Scope third-party providers to align activities with ongoing Project tasks.
Tylerr Implementationn Consultantt
Completes tasks as assigned by the Tyler project manager(s).
Documents activities for services performed by Tyler.
Guides the City through software validation process following configuration.
Assists during Go-Live process and provides support until the City transitions to Client Services.
Facilitates training sessions and discussions with the City and Tyler staff to ensure adequate
discussion of the appropriate agenda topics during the allotted time.
May provide conversion review and error resolution assistance.
Tylerr Saless
Supports Sales to Implementation knowledge transfer during Initiate & Plan.
Provides historical information, as needed, throughout implementation.
Participates in pricing activities if additional licensing and/or services are needed.
Tylerr Technicall Servicess
Maintains Tyler infrastructure requirements and design document(s).
Involved in system infrastructure planning/review(s).
Provides first installation of licensed software with initial database on servers.
Supports and assists the project team with technical/environmental issues/needs.
Deploys Tyler products.
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Provides technical training as needed.
TTylerr APII Servicess
Provides training in the use of the API Toolkit.
Provides consulting services in the use of the API Toolkit to the City, as the City builds interfaces.
Tylerr Dataa Expertss
If the data is being converted from Eden Tyler will request an Eden database and use a set of pre-built
scripts to extract the data out of Eden into the format needed to perform the conversion process.
Validates that customer data files are in proper format.
Develops customized conversion programs, as necessary, to convert Legacy System data into the
Tyler database for production use according to defined mapping.
Provides error Reports on unsupported data conditions and the merging or normalization of data
fields.
Assists the City with understanding and interpreting error Reports.
Performs changes and corrections to customized conversion programs as the City completes the data
review.
Provides conversion consulting and mapping assistance.
Cityy Roless && Responsibilitiess
City resources will be assigned prior to the start of each Phase of the Project. One person may be assigned to
multiple Project roles.
Cityy Executivee Sponsorr
The City executive sponsor provides support to the Project by providing strategic direction and
communicating key issues about the Project and its overall importance to the organization. When called
upon, the executive sponsor also acts as the final authority on all escalated Project issues. The executive
sponsor engages in the Project, as needed, to provide necessary support, oversight, guidance, and escalation,
but does not participate in day-to-day Project activities. The executive sponsor empowers the City steering
committee, project manager(s), and functional leads to make critical business decisions for the City.
Champions the project at the executive level to secure buy-in.
Authorizes required project resources.
Actively participates in organizational change communications.
Cityy Steeringg Committeee
The City steering committee understands and supports the cultural change necessary for the Project and
fosters an appreciation for the Project’s value throughout the organization. The steering committee oversees
the City project manager and Project through participation in regular internal meetings. The City steering
committee remains updated on all Project progress, Project decisions, and achievement of Project
milestones. The City steering committee also serves as primary level of issue resolution for the Project.
Works to resolve all decisions and/or issues not resolved at the project manager level as part of the
escalation process.
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Attends all scheduled steering committee meetings.
Provides support for the project team.
Assists with communicating key project messages throughout the organization.
Prioritizes the project within the organization.
Ensures the project staffed appropriately and that staff have necessary resources.
Monitors project progress including progress towards agreed upon goals and objectives.
Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o City Policies
o Needs of other Client projects
CCity Project Manager
The City shall assign project manager(s) prior to the start of this project with overall responsibility and
authority to make decisions related to Project Scope, scheduling, and task assignment. The City Project
Manager should communicate decisions and commitments to the Tyler project manager(s) in a timely and
efficient manner. When the City project manager(s) do not have the knowledge or authority to make
decisions, he or she engages the necessary resources to participate in discussions and make decisions in a
timely fashion to avoid Project delays. The City project manager(s) are responsible for reporting to the City
steering committee and determining appropriate escalation points.
Contractt Managementt
Validates contract compliance throughout the project.
Ensures that invoicing and Deliverables meet contract requirements.
Acts as primary point of contact for all contract and invoicing questions. Collaborates on and
approves Change Requests, if needed, to ensure proper scope and budgetary compliance.
Planningg
Reviews and accepts project planning documents.
Defines project tasks and resource requirements for the City project team.
Collaborates in the development and approval of the project schedule.
Collaborates with Tyler project manager(s) to plan and schedule project timelines to achieve on-time
implementation.
Implementationn Managementt
Coordinated with Tyler Project Manager to tightly manage project budget and scope.
Collaborates with Tyler project manager(s) to establish a process and approval matrix to ensure that
scope changes and budget (planned versus actual) are transparent and handled effectively and
efficiently.
Collaborates with Tyler project manager to establish and manage a schedule and resource plan that
properly supports the project schedule as a whole and is also in balance with scope and budget.
Collaborates with Tyler project manager(s) to establish risk and issue tracking and reporting process
between the City and Tyler and takes all necessary steps to proactively mitigate these items or
communicate with transparency to Tyler any items that may impact the outcomes of the project.
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Collaborates with Tyler project manager(s) to establish key business drivers and success indicators
that will help to govern project activities and key decisions to ensure a quality outcome of the project.
Routinely communicates with both the City staff and Tyler, aiding in the understanding of goals,
objectives, current status, and health of the project by all team members.
Manages the requirements gathering process and ensure timely and quality business requirements
are being provided to Tyler.
RResource Management
Acts as liaison between project team and stakeholders.
Identifies and coordinates all City resources across all modules, phases, and activities including data
conversions, forms design, hardware and software installation, reports building, and satisfying
invoices.
Provides direction and support to project team.
Builds partnerships among the various stakeholders, negotiating authority to move the project
forward.
Manages the appropriate assignment and timely completion of tasks as defined.
Assesses team performance and takes corrective action, if needed.
Provides guidance to City technical teams to ensure appropriate response and collaboration with
Tyler Technical Support Teams to ensure timely response and appropriate resolution.
Owns the relationship with in-Scope 3rd party providers and aligns activities with ongoing project
tasks.
Ensures that users have appropriate access to Tyler project toolsets as required.
Conducts training on proper use of toolsets.
Validates completion of required assignments using toolsets.
Cityy Functionall Leadss
Makes business process change decisions under time sensitive conditions.
Communicates existing business processes and procedures to Tyler consultants.
Assists in identifying business process changes that may require escalation.
Contributes business process expertise for Current & Future State Analysis.
Identifies and includes additional subject matter experts to participate in Current & Future State
Analysis.
Validates that necessary skills have been retained by end users.
Provides End Users with dedicated time to complete required homework tasks.
Acts as an ambassador/champion of change for the new process and provide business process
change support.
Identifies and communicates any additional training needs or scheduling conflicts to the City project
manager.
Actively participates in all aspects of the implementation, including, but not limited to, the following
key activities:
o Task completion
o Stakeholder Meeting
o Project Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of City resources
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o Attendance at scheduled sessions
o Change management activities
o Modification specification, demonstrations, testing and approval assistance
o Data analysis assistance
o Decentralized end user training
o Process testing
o Solution Validation
CCityy Powerr Userss
Participate in project activities as required by the project team and project manager(s).
Provide subject matter expertise on the City business processes and requirements.
Act as subject matter experts and attend Current & Future State Analysis sessions as needed.
Attend all scheduled training sessions.
Participate in all required post-training processes as needed throughout project.
Test all application configuration to ensure it satisfies business process requirements.
Become application experts.
Participate in Solution Validation.
Adopt and support changed procedures.
Complete all deliverables by the due dates defined in the project schedule.
Demonstrate competency with Tyler products processing prior to Go-live.
Provide knowledge transfer to the City staff during and after implementation.
Participate in conversion review and validation.
Cityy Endd Userss
Attend all scheduled training sessions.
Become proficient in application functions related to job duties.
Adopt and utilize changed procedures.
Complete all deliverables by the due dates defined in the project schedule.
Utilize software to perform job functions at and beyond Go-live.
Cityy Technicall Leadd
Coordinates updates and releases with Tyler as needed.
Coordinates the copying of source databases to training/testing databases as needed for training
days.
Coordinates and adds new users, printers and other peripherals as needed.
Validates that all users understand log-on process and have necessary permission for all training
sessions.
Coordinates interface development for City third party interfaces.
Develops or assists in creating reports as needed.
Ensures on-site system meets specifications provided by Tyler.
Assists with software installation as needed.
Extracts and transmits conversion data and control reports from the City’s legacy system per the
conversion schedule set forth in the project schedule.
Cityy Upgradee Coordinationn
Becomes familiar with the software upgrade process and required steps.
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Becomes familiar with Tyler’s releases and updates.
Utilizes Tyler resources to stay abreast of the latest Tyler releases and updates, as well as the latest
helpful tools to manage the City’s software upgrade process.
Assists with the software upgrade process during implementation.
Manages software upgrade activities post-implementation.
Manages software upgrade plan activities.
Coordinates software upgrade plan activities with City and Tyler resources.
Communicates changes affecting users and department stakeholders.
Obtains department stakeholder acceptance to upgrade production environment.
CCityy Changee Managementt Lead
Validates that users receive timely and thorough communication regarding process changes.
Provides coaching to supervisors to prepare them to support users through the project changes.
Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
Identifies areas of resistance and develops a plan to reinforce the change.
Monitors post-production performance and new process adherence.
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Part 3: Project Plan
PProjectt Stagess
Workk Breakdownn Structuree
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down into
smaller, more manageable components. The top-level components are called “Stages” and the second level
components are called “Work Packages”. The work packages, shown below each stage, contain the high-level
work to be done. The detailed Project Schedule, developed during Project/Phase Planning and finalized during
subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “Control
Point”, confirming the work performed during that stage of the Project has been accepted by the City.
Work Breakdown Structure (WBS)
1.. Initiatee &&
Plann
2.. Assesss &&
Definee
3.. Preparee
Solutionn
4.. Productionn
Readiness 5.. Production 6.. Closee
1.1 Initial
Coordination
2.1 Solution
Orientation
3.1 Initial System
Deployment
4.1 Solution
Validation 5.1 Go Live 6.1 Phase Close
Out
1.2 Project/Phase
Planning
2.2 Current & Future
State Analysis 3.2 Configuration 4.2 Go Live
Readiness
5.2 Transition to
Client Services
6.2 Project Close
Out
1.3 GIS Planning*2.3 Modification
Analysis
3.3 Process
Refinement
4.3 End User
Training
5.3 Post Go Live
Activities
1.4 Infrastructure
Planning
2.4 Conversion
Assessment
3.4 Conversion
Delivery
1.5 Stakeholder
Meeting 2.5 Data Assessment 3.5 Data Delivery
3.6 Modifications*
*Itemss notedd withh ann a steriskk inn thee graphicc abovee relatee too specificc productss andd services.. Iff thosee productss andd servicess aree nott includedd inn thee scopee
off thee contract,, thesee specificc workk packagess willl bee notedd ass “Thiss workk packagee iss nott applicable”” inn Sectionn 66 off thee Statementt off Work..
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IInitiatee andd Plann
The Initiate and Plan stage involves Project initiation, infrastructure, and planning. This stage creates a
foundation for the Project by identifying and establishing sequence and timing for each Phase as well as
verifying scope for the Project. This stage will be conducted at the onset of the Project, with a few unique
items being repeated for the additional Phases as needed.
Initiall Coordinationn
Prior to Project commencement, Tyler management assigns project manager(s). Additional Project resources
will be assigned later in the Project as a Project schedule is developed. Tyler provides the City with initial
Project documents used to gather names of key personnel, their functional role as it pertains to the Project,
as well as any blackout dates to consider for future planning. the City gathers the information requested by
the provided deadline ensuring preliminary planning and scheduling can be conducted moving the Project
forward in a timely fashion. Internally, the Tyler Project Manager(s) coordinate with sales to ensure transfer
of vital information from the sales process prior to scheduling a Project Planning Meeting with the City’s
team. During this step, Tyler will work with the City to establish the date(s) for the Project and Phase Planning
session.
Objectives::
Formally launch the project.
Establish project governance.
Define and communicate governance for Tyler.
Identify City project team.
STAGEE 1 Initiall CCoordinationn
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Tyler project team is assigned A R C I I I I I I
City project team is assigned A I R I I I
Provide initial project
documents to the City A R C C I I
Gather preliminary information
requested I A R C C C C
Sales to implementation
knowledge transfer A R I I I I I
Create Project Portal to store
project artifacts and facilitate
communication
A R I
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Tyler Technologies, Inc.Page | 16
Inputs Contract documents
Statement of Work
Outputs/Deliverables Working initial project documents
Project portal
WWorkk packagee assumptions::
Project activities begin after the agreement has been fully executed.
Project/Phasee Planningg
Project and Phase planning provides an opportunity to review the contract, software, data conversions and
services purchased, identify applications to implement in each Phase (if applicable), and discuss
implementation timeframes.
During this work package Tyler will work with the City to coordinate and plan a formal Project planning
meeting(s). This meeting signifies the start of the Project and should be attended by all City Project team
members and the Tyler Project Manager. The meeting provides an opportunity for Tyler to introduce its
implementation methodology, terminology, and Project management best practices to the City’s Project
Team. This will also present an opportunity for project managers and Project sponsors to begin to discuss
Project communication, metrics, status reporting and tools to be used to measure Project progress and
manage change.
Tyler will work with the City Project Team to prepare and deliver the Project Management Plan as an output
of the planning meeting. This plan will continue to evolve and grow as the Project progresses and will
describe how the project will be executed, monitored, and controlled.
During project planning, Tyler will introduce the tools that will be used throughout the implementation. Tyler
will familiarize the City with these tools during project planning and make them available for review and
maintenance as applicable throughout the project. Some examples are Solution validation plan, issue log, and
go-live checklist.
STAGE 1 Project/Phase Planning
Tyler City
RACI MATRIX KEY:
R = Responsible
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C = Consulted
I = Informed
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Schedule and
conduct planning
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A R I C C I
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Tyler Technologies, Inc.Page | 17
Develop Project
Management Plan
and Project
Operational Plan
A R I C C I
Develop Initial
Project Schedule A R I I I I I I C C I I C I
Inputs Contract documents
Statement of Work
Guide to Starting Your Project
Outputs / Deliverables AAcceptancee Criteriaa [only]] forr Deliverables
Project Management Plan Delivery of document
Project Operational Plan Delivery of document
Initial Project Schedule City provides acceptance of schedule based
on resource availability, project budget, and
goals.
WWork package assumptions:
City has reviewed and completed the Guide to Starting Your Project document.
Infrastructuree Planningg
Procuring required hardware and setting it up properly is a critical part of a successful implementation. This
task is especially important for Tyler-hosted/SaaS deployment models. Tyler will be responsible for building
the environments for a hosted/SaaS deployment, unless otherwise identified in the Agreement. Tyler will
install Licensed Software in AWS. The City is responsible for the installation and setup of all peripheral
devices.
Objectives::
Ensure the City’s infrastructure meets Tyler’s application requirements.
Ensure the City’s infrastructure is scheduled to be in place and available for use on time.
STAGEE 1 Infrastructuree Planning
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Provide Infrastructure
Requirements and
Design Document
A R C C I I
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Initial Infrastructure
Meeting A R C C C C
Schedule SaaS
Environment
Availability
A R C I
Schedule Installation
of All Licensed
Software
A R C I I
Infrastructure Audit A R C I C
Inputs Initial Infrastructure Requirements
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Completed Infrastructure Requirements and
Design Document
Delivery of Requirements
Infrastructure Audit System Passes Audit Criteria
SStakeholderr Meetingg
Communication of the Project planning outcomes to the City Project team, executives and other key
stakeholders is vital to Project success. The Stakeholder meeting is a strategic activity to inform, engage, gain
commitment, and instill confidence in the City team. During the meeting, the goals and objectives of the
Project will be reviewed along with detail on Project scope, implementation methodology, roles and
responsibilities, Project timeline and schedule, and keys to Project success.
Objectives::
Formally present and communicate the project activities and timeline.
Communicate project expectations.
STAGEE 1 Stakeholderr Meeting
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Review Stakeholder
Meeting Presentation I C A R C
Perform Stakeholder
Meeting Presentation I A R I I I I C I I I I I I
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Tyler Technologies, Inc.Page | 19
Inputs Agreement
SOW
Project Management Plan
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Stakeholder Meeting Presentation
WWorkk packagee assumptions::
None
Thiss workk packagee iss nott applicable..
Control Point 1:Initiate &Plan Stage Acceptance
Acceptance criteria for this stage includes completion of all criteria listed below.
Note: Advancement to the Assess & Define stage is not dependent upon Tyler’s receipt of this stage
acceptance.
Initiatee && Plann Stagee Deliverables::
Project Management Plan
Initial Project Schedule
Initiatee && Plann Stagee Acceptancee Criteria::
All stage deliverables accepted based on acceptance criteria previously defined
Project governance defined
Project portal made available to the City
Stakeholder meeting complete
Completed Infrastructure Requirements and Design document
System passes infrastructure audit (as applicable)
Assesss && Definee
The Assess & Define stage will provide an opportunity to gather information related to current City business
processes. This information will be used to identify and define business processes utilized with Tyler software.
The City collaborates with Tyler providing complete and accurate information to Tyler staff and assisting in
analysis, understanding current workflows and business processes.
Solutionn Orientationn
The Solution Orientation provides the Project stakeholders a high-level understanding of the solution
functionality prior to beginning the current and future state analysis. The primary goal is to establish a
foundation for upcoming conversations regarding the design and configuration of the solution.
Tyler utilizes a variety of tools for the Solution Orientation, focusing on City team knowledge transfer such as:
eLearning, documentation, or walkthroughs. The City team will gain a better understanding of the major
"'% !!( "#
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Tyler Technologies, Inc.Page | 20
processes and focus on data flow, the connection between configuration options and outcome, integration,
and terminology that may be unique to Tyler’s solution.
Objectives:
Provide a basic understanding of system functionality.
Prepare the City for current and future state analysis.
SSTAGEE 2 SSolutionn Orientation
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Provide pre-requisites A R I I I I I
Complete pre-requisites A R C C
Conduct orientation A R I I I I I
Inputs Solution orientation materials
Training Plan
CCurrentt && Futuree Statee Analysiss
The Current & Future State Analysis provides the Project stakeholders and Tyler an understanding of process
changes that will be achieved with the new system.
The City and Tyler will evaluate current state processes, options within the new software, pros and cons of
each based on current or desired state and make decisions about the future state configuration and
processing. This may occur before or within the same timeframe as the configuration work package. The
options within the new software will be limited to the scope of this implementation and will make use of
standard Tyler functionality.
It is the City’s responsibility to verify that in-scope requirements are being met throughout the
implementation if functional requirements are defined as part of the contract. The following guidelines will be
followed when evaluating if a modification to the product is required:
Tyler will provide product information and recommendations for best practices to ensure that the
City understands options.
A reasonable business process change is available.
Functionality exists which satisfies the requirement.
Configuration of the application satisfies the requirement.
An in-scope modification satisfies the requirement.
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Requirements that are not met will follow the agreed upon change control process and can have impacts on
the project schedule, scope, budget, and resource availability.
SSTAGEE 2 CCurrentt && Futuree Statee Analysis
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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review A R I I I C C C C C
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options A R C C C C C C C C
Make future-state
decisions (non-COTS) C C C C C A R I C C
Document anticipated
configuration options
required to support
future state
A R C C C I I I I I
Inputs City current state documentation
Solution Orientation completion
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Documentation that describes future-state
decisions and configuration options to support
future-state decisions.
Delivery of document
WWorkk packagee assumptions::
City attendees possess sufficient knowledge and authority to make future state decisions.
The City is responsible for any documentation of current state business processes.
The City can effectively communicate current state processes.
Dataa Assessmentt
Given the completion of the Current & Future State Analysis, the Data Assessment will provide the
implementation team the design for data delivery prior to configuration. The Data Assessment will also allow
the Tyler and City teams to identify the data that will be configured within the Tyler System. The team will
develop and map out dataset structures to ensure that data is structured in a way that allows maximum
utility.
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Tyler Technologies, Inc.Page | 22
The teams will review any existing data standards for the City’s current data program to determine any
necessary adjustments or configuration needs. Finally, the implementation team develops data workflows to
map data from the source system(s) into the Tyler system, discussing any additional data requirements as
needed.
OObjectives::
Communicate a common understanding of the project goals with respect to data.
Ensure complete and accurate source data is available for review/transfer.
If source data is a Tyler legacy system, Tyler performs the data mappings. If source data is from a
third-party, client is responsible for mapping the data from the source to the Tyler system.
Document the data conversion/loading approach.
STAGEE 2 Dataa Conversionn Assessment
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Extract Data from Eden I R A C
Complete Data
Analysis/Mapping A R C C I C C I
Review and Scrub
Source Data I I I A R C I
Build/Update Data
Conversion Plan R C C C I I I I
Build Solution Design
Document R C C I C C
Inputs City Source data
Outputs /
Deliverables
Acceptancee Criteriaa [only]] forr DDeliverables
Data Conversion Plan built/updated City Acceptance of Data Conversion Plan, if
Applicable
City acceptance of Solution Design
Document
Workk packagee assumptions::
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 23
If the source data is a Tyler system Tyler's Conversion Engineers extract and map the data into the
standard Enterprise ERP conversion format. If the source data is from a third-party the client will
provide Tyler with the data in a mutually agreed upon format.
Tyler will work with the City representatives to identify business rules before writing the conversion.
City subject matter experts and resources most familiar with the current data will be involved in the
data conversion planning effort.
CConversionn Assessmentt
Data Conversions are a major effort in any software implementation. Tyler’s conversion tools facilitate the
predictable, repeatable conversion process that is necessary to support a successful transition to the Tyler
system. The first step in this process is to perform an assessment of the existing (“legacy”) system(s), to
better understand the source data, risks, and options available. Once the data has been analyzed, the plan for
data conversion is completed and communicated to the appropriate stakeholders.
Objectives::
Communicate a common understanding of the project goals with respect to data.
Ensure complete and accurate source data is available for review/transfer.
If source data is a Tyler legacy system, Tyler performs the data mappings. If source data is from a
third-party, client is responsible for mapping the data from the source to the Tyler system.
Document the data conversion/loading approach.
STAGEE 2 Dataa Conversionn Assessment
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Extract Data from
Eden I R A C
Review and Scrub
Source Data I I I A R C I
Build/Update Data
Conversion Plan R C C C I I I I
Inputs City Source Data
Acceptancee Criteriaa [only]] forr Deliverables
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 24
Outputs /
Deliverables
Data Conversion Plan updated City Acceptance of Updated Data Conversion
Plan
WWorkk packagee assumptions::
If the source data is a Tyler system Tyler's Conversion Engineers extract and map the data into the
standard Enterprise ERP conversion format. If the source data is from a third-party the client will
provide Tyler with the data in a mutually agreed upon format.
Tyler will work with the City representatives to identify business rules before writing the conversion.
City subject matter experts and resources most familiar with the current data will be involved in the
data conversion planning effort.
Thiss workk packagee iss nott applicable..
Thiss workk packagee iss nott applicable..
Controll Pointt 2:: Assesss && Definee Stagee Acceptancee
Acceptance criteria for this Stage includes completion of all criteria listed below.
Note: Advancement to the Prepare Solution Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
Assesss && Definee Stagee Deliverables::
Documentation of future state decisions and configuration options to support future state decisions.
Modification specification document.
Assess & Define Stage Acceptance Criteria:
All stage deliverables accepted based on criteria previously defined.
Solution Orientation is delivered.
Conversion data extracts are received by Tyler.
Data conversion plan built.
Preparee Solutionn
During the Prepare Solution stage, information gathered during the Initiate & Plan and Assess & Define stages
will be used to install and configure the Tyler software solution. Software configuration will be validated by
the City against future state decisions defined in previous stages and processes refined as needed to ensure
business requirements are met.
Initiall Systemm Deploymentt
The timely availability of the Tyler Solution is important to a successful Project implementation. The success
and timeliness of subsequent work packages are contingent upon the initial system deployment of Tyler
Licensed Software on an approved network and infrastructure. Delays in executing this work package can
affect the project schedule.
Objectives::
All licensed software is installed and operational.
The City can access the software.
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 25
SSTAGEE 3 IInitiall Systemm Deploymentt (Hosted/SaaS)
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Prepare Hosted
Environment A R I C
Install Licensed
Software with
Initial Database on
Server(s) for
Included
Environments
A R I C
Tyler System
Administration
Training (if
applicable)
A R I C
Provide
Installation
Checklist/System
Documentation
A R I C
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Licensed Software is Installed on the Server(s) Software is accessible, functional, and
operational
Installation Checklist/System Document System meets prescribed checklist
Infrastructure Design Document
WWorkk packagee assumptions::
The most current available version of the Tyler Licensed Software will be installed.
Configurationn
The purpose of Configuration is to prepare the software product for validation.
Tyler staff collaborates with the City to complete software configuration based on the outputs of the future
state analysis performed during the Assess and Define Stage. The City collaborates with Tyler staff iteratively
to validate software configuration.
Objectives::
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 26
Software is ready for validation.
Educate the City Power User how to configure and maintain software.
Prepare standard interfaces for process validation (if applicable).
SSTAGEE 3 CConfiguration
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Conduct configuration
training A R I C C
Complete Tyler
configuration tasks
(where applicable)
A R I I I
Complete City
configuration tasks
(where applicable)
I C A R C
Standard interfaces
configuration and
training
A R C I C C C
Updates to Solution
Validation Testing Plan C C A R C C
Inputs Documentation that describes future state decisions and configuration options to support future
state decisions.
Solution Validation Test Plan
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Updated Solution Validation Test Plan
Standard Interfaces Configuration and Training
Documentation
Configured System
WWorkk packagee assumptions::
Tyler provides guidance for configuration options available within the Tyler software. The City is
responsible for making decisions when multiple options are available.
Process Refinement
Tyler will educate the City users on how to execute processes in the system to prepare them for the
validation of the software. The City collaborates with Tyler staff iteratively to validate software configuration
options to support future state.
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 27
OObjectives::
Ensure that the City understands future state processes and how to execute the processes in the
software.
Refine each process to meet the business requirements.
Validate standard interfaces, where applicable.
Validate forms and reports, where applicable.
STAGEE 3 Processs Refinement
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Conduct process
training A R I C I C
Confirm process
decisions I C A R C I C
Test configuration I C A R C
Refine
configuration (City
Responsible)
I C A R C
Refine
configuration (Tyler
Responsible)
A R I I I
Validate interface
process and results I C C A R C C
Update City-
specific process
documentation (if
applicable)
I C A R C
Updates to
Solution Validation
Testing Plan
C C A R C C
Inputs Initial Configuration
Documentation that describes future state decisions and configuration options to support
future state decisions.
Solution Validation Test Plan
Outputs /
Deliverables
Acceptancee Criteriaa [only]] forr DDeliverables
Updated Solution Validation Test Plan
Completed City-specific process
documentation (completed by City)
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 28
WWorkk packagee assumptions::
None
Conversionn Deliveryy
The purpose of this task is to transition the City’s data from their source (“legacy”) system(s) to the Tyler
system(s). The data will need to be mapped from the legacy system into the new Tyler system format. A well-
executed data conversion is key to a successful cutover to the new system(s).
With guidance from Tyler, the City will review specific data elements within the system and identify / report
discrepancies. Iteratively, Tyler will collaborate with the City to address conversion discrepancies. This process
will allow for clean, reconciled data to transfer from the source system(s) to the Tyler system(s). Reference
Conversion Appendix for additional detail.
Objectives::
Data is ready for production (Conversion).
STAGEE 3 Dataa Deliveryy && Conversion
Tyler City
RACI MATRIX
KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Provide data
crosswalks/code
mapping tool
A C R I I I
Loadd Data
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Pulll Dataa &&
Conversionn
Balancingg
Reports
Mapp
Conversion
Writee && Runn
Conversionn
Program
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Data
Conversionn
Reviewss
Completed
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Conversion
Reportt &&
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"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 29
Populate data
crosswalks/code
mapping tool
I C C A R C
Iterations:
Conversion
Development
A C R I I
Iterations:
Deliver
converted data
A R I I I
Iterations:
Proof/Review
data and
reconcile to
source system
C C C A R C C
Inputs
Data Conversion Plan
Configuration
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Code Mapping Complete / Validated
Conversion Iterations / Reviews Complete Conversion complete, verified, and ready for
final pass
WWorkk packagee assumptions::
The City will provide a single file layout per source system as identified in the investment summary.
The City subject matter experts and resources most familiar with the current data will be involved in
the data conversion effort.
The City project team will be responsible for completing the code mapping activity, with assistance
from Tyler.
Thiss workk packagee iss nott applicable..
Thiss workk packagee iss nott applicable..
Controll Pointt 3:: Preparee Solutionn Stagee Acceptancee
Acceptance criteria for this Stage includes all criteria listed below in each Work Package.
Note: Advancement to the Production Readiness Stage is dependent upon Tyler’s receipt of the Stage
Acceptance.
Preparee Solutionn Stagee Deliverables::
Licensed software is installed.
Installation checklist/system document.
Conversion iterations and reviews complete.
Preparee Solutionn Stagee Acceptancee Criteria::
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 30
All stage deliverables accepted based on criteria previously defined.
Software is configured.
Solution validation test plan has been reviewed and updated if needed.
Data has been validated by the City.
PProductionn Readinesss
Activities in the Production Readiness stage will prepare the City team for go-live through solution validation,
the development of a detailed go-live plan and end user training. A readiness assessment will be conducted
with the City to review the status of the project and the organizations readiness for go-live.
Solution Validation
Solution Validation is the end-to-end software testing activity to ensure that the City verifies all aspects of the
Project (hardware, configuration, business processes, etc.) are functioning properly, and validates that all
features and functions per the contract have been deployed for system use.
Objectives::
Validate that the solution performs as indicated in the solution validation plan.
Ensure the City organization is ready to move forward with go-live and training (if applicable).
STAGEE 4 Solutionn Validation
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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s
Update Solution
Validation Plan A R C C C C
Tyler provides sample
test scripts for all
functional topics
A R I I I
Update Test Scripts C C C A R C
Perform testing C C C A R C
Document issues from
testing C C C A R C
Perform required follow-
up on issues A R C C C C
Inputs Solution Validation Plan
Tyler-provided Test Scripts
Completed work product from prior stages (configuration, business process, etc.)
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Tyler Technologies, Inc.Page | 31
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Solution Validation Report City updates report with testing results
Updated Test Scripts
WWorkk packagee assumptions::
Designated testing environment has been established.
Testing includes current phase activities or deliverables only.
Go-Livee Readinesss
Tyler and the City will ensure that all requirements defined in Project planning have been completed and the
Go-Live event can occur, as planned. A go-live readiness assessment will be completed identifying risks or
actions items to be addressed to ensure the City has considered its ability to successfully Go-Live. Issues and
concerns will be discussed, and mitigation options documented. Tyler and the City will jointly agree if ready to
move forward with transition to production. Expectations for final preparation and critical dates for the weeks
leading into and during the Go-Live week will be planned in detail and communicated to Project teams.
Objectives::
Action plan for go-live established.
Assess go-live readiness.
Stakeholders informed of go-live activities.
STAGE 4 Go--Live Readiness
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Perform Readiness
Assessment I A R C C I C I I I I I I
Conduct Go-Live planning
session A R C C C C C C C
Order peripheral
hardware (if applicable) I A R C
Confirm procedures for
Go-Live issue reporting &
resolution
A R I I I I C C I I I I I
Develop Go-Live checklist A R C C C C I C C
Final system
infrastructure review
(where applicable)
A R C C
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Tyler Technologies, Inc.Page | 32
Inputs Future state decisions
Go-live checklist
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Updated go-live checklist Updated Action plan and Checklist for go-live
delivered to the City
WWorkk packagee assumptions::
None
Endd Userr Trainingg
End User Training is a critical part of any successful software implementation. Using a training plan previously
reviewed and approved, the Project team will organize and initiate the training activities using the three
approaches below.
Train the Trainer: Tyler provides one occurrence of each scheduled training or implementation topic. City
users who attended the Tyler sessions may train additional users. Additional Tyler led sessions may be
contracted at the applicable rates for training.
Tyler Led: Tyler provides training for all applicable users. One or multiple occurrences of each scheduled
training or implementation topic will be covered.
Self-directed: Tyler provides e-learning, documentation, or videos to facilitate end user training that is led by
the City.
Tyler will provide standard application documentation for the general use of the software. It is not Tyler’s
responsibility to develop City specific business process documentation. City-led training labs using City
specific business process documentation if created by the City can be added to the regular training
curriculum, enhancing the training experiences of the end users.
Objectives:
End users are trained on how to use the software prior to go-live.
The City is prepared for on-going training and support of the application.
STAGEE 4 Endd Userr Training
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Tyler Technologies, Inc.Page | 33
Update training plan A R C C I C
End User training (Tyler-
led) A R C C C I C C C
Train-the-trainer A R C C C I C
End User training (City-
led) C C A R I C C C
Inputs Training Plan
List of End Users and their Roles / Job Duties
Configured Tyler System
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Train the Trainer Training City signoff that training was delivered
Updated Training Plan City signoff that updating training plan was
delivered
End User Training City signoff that training was delivered
WWorkk packagee assumptions::
The City project team will work with Tyler to jointly develop a training curriculum that identifies the
size, makeup, and subject-area of each of the training classes.
Tyler will work with the City as much as possible to provide end-user training in a manner that
minimizes the impact to the daily operations of City departments.
The City will be responsible for training new users after go-live (exception—previously planned or
regular training offerings by Tyler).
Controll Pointt 4:: Productionn Readinesss Stagee Acceptancee
Acceptance criteria for this stage includes all criteria listed below. Advancement to the Production stage is
dependent upon Tyler’s receipt of the stage acceptance.
Productionn Readinesss Stagee Deliverables::
Solution Validation Report.
Update go-live action plan and/or checklist.
End user training.
Productionn Readinesss Stagee Acceptancee Criteria::
All stage deliverables accepted based on criteria previously defined.
Go-Live planning session conducted.
Productionn
Following end user training the production system will be fully enabled and made ready for daily operational
use as of the scheduled date. Tyler and the City will follow the comprehensive action plan laid out during Go-
Live Readiness to support go-live activities and minimize risk to the Project during go-live. Following go-live,
Tyler will work with the City to verify that implementation work is concluded, post go-live activities are
"'% !!( "#
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Tyler Technologies, Inc.Page | 34
scheduled, and the transition to Client Services is complete for long-term operations and maintenance of the
Tyler Software.
GGo-Livee
Following the action plan for Go-Live, defined in the Production Readiness stage, the City and Tyler will
complete work assigned to prepare for Go-Live.
The City provides final data extract and Reports from the Legacy System for data conversion and Tyler
executes final conversion iteration, if applicable. If defined in the action plan, the City manually enters any
data added to the Legacy System after final data extract into the Tyler system.
Tyler staff collaborates with the City during Go-Live activities. The City transitions to Tyler software for day-to
day business processing.
Some training topics are better addressed following Go-Live when additional data is available in the system or
based on timing of applicable business processes and will be scheduled following Go-Live per the Project
Schedule.
Objectives::
Execute day to day processing in Tyler software.
City data available in Production environment.
STAGEE 5 Go--Live
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Provide final source data
extract, if applicable C C A R
Final source data pushed
into production
environment, if
applicable
A C R I C C C
Proof final converted
data, if applicable C C C A R C
Complete Go-Live
activities as defined in
the Go-Live action plan
R C C A R C I C
Provide Go-Live
assistance A R C C I C C I C I C
Inputs Comprehensive Action Plan for Go-Live
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Renton WA
Tyler Technologies, Inc.Page | 35
Final source data (if applicable)
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Data is available in production environment City confirms data is available and accurate in
production environment
WWorkk packagee assumptions::
Tyler and the City will complete activities documented in the action plan for Go-Live as scheduled.
External stakeholders will be available to assist in supporting the interfaces associated with the Go-
Live live process.
The City business processes required for Go-Live are fully documented and tested.
The City Project team and subject matter experts are the primary point of contact for the end users
when reporting issues during Go-Live.
The City Project Team and Power User’s provide business process context to the end users during Go-
Live.
Transitionn too Clientt Servicess
This work package signals the conclusion of implementation activities for the Phase or Project with the
exception of agreed-upon post Go-Live activities. The Tyler project manager(s) schedules a formal transition
of the City onto the Tyler Client Services team, who provides the City with assistance following Go-Live,
officially transitioning the City to operations and maintenance.
Objectives::
Ensure no critical issues remain for the project teams to resolve.
Confirm proper knowledge transfer to the City teams for key processes and subject areas.
STAGEE 5 Transitionn too Clientt Services
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Services and review
issue reporting and
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I I A I I R I I C C C
Review long term
maintenance and
continuous
improvement
A R C C C
"'% !!( "#
Renton WA
Tyler Technologies, Inc.Page | 36
Inputs Open item/issues List
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Client Services Support Document
WWorkk packagee assumptions::
No critical project issues remain without assignment and plan.
Postt Go-Livee Activitiess
Some implementation activities are provided post-production due to the timing of business processes, the
requirement of actual production data to complete the activities, or the requirement of the system being
used in a live production state.
Objectives:
Schedule activities that are planned for after Go-Live.
Ensure issues have been resolved or are planned for resolution before phase or project close.
STAGEE 5 Postt Go--Livee Activities
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Schedule contracted
activities that are
planned for delivery
after go-live
A R C C C C I C C I C C
Determine resolution
plan in preparation for
phase or project close
out
A R C C C I C C I C
Inputs List of post Go-Live activities
Outputs /
Deliverables
Acceptancee Criteriaa [only]] forr
DDeliverables
Updated issues log
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WWorkk packagee assumptions::
System is being used in a live production state.
Controll Pointt 5:: Productionn Stagee Acceptancee
Acceptance criteria for this Stage includes completion of all criteria listed below:
Advancement to the Close stage is not dependent upon Tyler’s receipt of this Stage Acceptance.
Converted data is available in production environment.
Production Stage Acceptance Criteria:
All stage deliverables accepted based on criteria previously defined.
Go-Live activities defined in the Go-Live action plan completed.
Client services support document is provided.
Closee
The Close stage signifies full implementation of all products purchased and encompassed in the Phase or
Project. The City transitions to the next cycle of their relationship with Tyler (next Phase of implementation or
long-term relationship with Tyler Client Services).
Phasee Closeoutt
This work package represents Phase completion and signals the conclusion of implementation activities for
the Phase. The Tyler Client Services team will assume ongoing support of the City for systems implemented in
the Phase.
Objectives::
Agreement from Tyler and the City teams that activities within this phase are complete.
STAGEE 6 Phasee Closee Out
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Ex
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Reconcile project budget
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Deliverables
I A R I I C
Hold post phase review
meeting A R C C C C C C C C C
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Tyler Technologies, Inc.Page | 38
Release phase-
dependent Tyler project
resources
A R I I
Participants Tyler City
Project Leadership Project Manager
Project Manager Project Sponsor(s)
Implementation Consultants Functional Leads, Power Users,
Technical Leads
Technical Consultants (Conversion, Deployment,
Development)
Client Services
Inputs Contract
Statement of Work
Project artifacts
Outputs /
Deliverables
AAcceptancee Criteriaa [[only]] forr Deliverables
Final action plan (for outstanding items)
Reconciliation Report
Post Phase Review Reviewed and signed off by the City
WWorkk packagee assumptions::
Tyler deliverables for the phase have been completed.
Projectt Closeoutt
Completion of this work package signifies final acceptance and formal closing of the Project.
At this time the City may choose to begin working with Client Services to look at continuous improvement
Projects, building on the completed solution.
Objectives::
Confirm no critical issues remain for the project teams to resolve.
City and Tyler will mutually agree upon non-critical items that must be resolved prior to project
closeout.
Software is functional and operational at a level acceptable to the City.
Determine proper knowledge transfer to the City teams for key processes and subject areas has
occurred.
Verify all deliverables included in the Agreement are delivered.
STAGEE 6 Projectt Closee Out
Tyler City
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RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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Conduct post project
review A R C C C C C C C C C
Deliver post project
report to City and Tyler
leadership
I A R I I C
Release Tyler project
resources A R I I
Inputs Contract
Statement of Work
Outputs /
Deliverables
AAcceptancee Criteriaa [only]] forr Deliverables
Post Project Report City acceptance; Completed report indicating
all project Deliverables and milestones have
been completed City signoff that report is
correct and accurate.
WWorkk packagee assumptions::
All project implementation activities have been completed and approved.
No implementation critical project issues remain.
Final project budget has been reconciled and invoiced.
All Tyler deliverables have been completed.
Controll Pointt 6:: Closee Stagee Acceptancee
Acceptance criteria for this Stage includes completion of all criteria listed below.
Closee Stagee Deliverables::
Post Project Report.
Closee Stagee Acceptancee Criteria::
Completed report indicating all Project deliverables and milestones have been completed.
Generall Assumptionss
Tyler and the City will use this SOW as a guide for managing the implementation of the Tyler Project as
provided and described in the Agreement. There are a few assumptions which, when acknowledged and
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Tyler Technologies, Inc.Page | 40
adhered to, will support a successful implementation. Assumptions related to specific work packages are
documented throughout the SOW. Included here are general assumptions which should be considered
throughout the overall implementation process.
PProjectt
Project activities will begin after the Agreement has been fully executed.
The City Project Team will complete their necessary assignments in a mutually agreed upon
timeframe to meet the scheduled go-live date, as outlined in the Project Schedule.
Sessions will be scheduled and conducted at a mutually agreeable time.
Additional services, software modules and modifications not described in the SOW or Agreement will
be considered a change to this Project and will require a Change Request Form as previously
referenced in the definition of the Change Control Process.
Tyler will provide a written agenda and notice of any prerequisites to the City project manager(s) ten
(10) business days or as otherwise mutually agreed upon time frame prior to any scheduled on-site or
remote sessions, as applicable.
Tyler will provide guidance for configuration and processing options available within the Tyler
software. If multiple options are presented by Tyler, the City is responsible for making decisions
based on the options available.
Implementation of new software may require changes to existing processes, both business and
technical, requiring the City to make process changes.
The City is responsible for defining, documenting, and implementing their policies that result from
any business process changes.
Organizationall Changee Managementt
Unless otherwise contracted by Tyler, City is responsible for managing Organizational Change. Impacted City
resources will need consistent coaching and reassurance from their leadership team to embrace and accept
the changes being imposed by the move to new software. An important part of change is ensuring that
impacted City resources understand the value of the change, and why they are being asked to change.
Resourcess andd Schedulingg
City resources will participate in scheduled activities as assigned in the Project Schedule.
The City team will complete prerequisites prior to applicable scheduled activities. Failure to do so
may affect the schedule.
Tyler and the City will provide knowledgeable and experienced resources to support the efforts to
complete the Project as scheduled and within the constraints of the Project budget.
Abbreviated timelines and overlapped Phases require sufficient resources to complete all required
work as scheduled.
Changes to the Project Schedule, availability of resources or changes in Scope will be requested
through a Change Request. Impacts to the triple constraints (scope, budget, and schedule) will be
assessed and documented as part of the change control process.
Tyler and the City will ensure assigned resources will follow the change control process and possess
the required business knowledge to complete their assigned tasks successfully. Should there be a
change in resources, the replacement resource should have a comparable level of availability, change
control process buy-in, and knowledge.
Once Tyler’s project team is assembled and your counterparts have been identified, both parties agree that,
except for reasons outside of their control, they will not remove staff and personnel from their assigned project
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roles without reasonable advance notice and good cause, and that they will work together to mitigate project
impacts after any such removal. The parties will also work together to manage the project impact resulting from
the temporary unavailability of project staff from either party. We agree to use commercially reasonable efforts
to maintain consistency of project personnel and commit to replacement resources having sufficient project
knowledge, without additional cost to you, in order to render services in accordance with contractual
requirements.
In the event our personnel is/are not providing services consistent with our services warranty or are otherwise
negatively impacting the project, you will notify us of that deficiency and give us a reasonable opportunity to
correct it. In the event the deficiency persists, we will replace that project member, upon written request and
demonstration of good cause. Replacement staff will be assigned following the same processes set forth above
and shall have reasonably sufficient experience and project knowledge to fulfill applicable obligations under the
Agreement. The foregoing notwithstanding, if the replacement personnel is providing services onsite, you shall
remain liable for travel expenses incurred by such personnel, to be invoiced in accordance with the Business
Travel Policy.
The City makes timely Project related decisions to achieve scheduled due dates on tasks and prepare
for subsequent training sessions. Failure to do so may affect the schedule, as each analysis and
implementation session is dependent on the decisions made in prior sessions.
The City will respond to information requests in a comprehensive and timely manner, in accordance
with the Project Schedule.
The City will provide adequate meeting space or facilities, including appropriate system connectivity,
to the project teams including Tyler team members.
For on-site visits, Tyler will identify a travel schedule that balances the needs of the project and the
employee.
DDataa
Data will be converted as provided and Tyler will not create data that does not exist.
The City is responsible for the quality of legacy data and for cleaning or scrubbing erroneous legacy
data.
Tyler will work closely with the City representatives to identify business rules before writing the
conversion. The City must confirm that all known data mapping from source to target have been
identified and documented before Tyler writes the conversion.
All in-scope source data is in data extract(s).
Each legacy system data file submitted for conversion includes all associated records in a single
approved file layout.
The City will provide Eden database for each iteration unless changes are mutually agreed upon in
advance. If not, negative impacts to the schedule, budget and resource availability may occur and/or
data in the new system may be incorrect.
The City Project Team is responsible for reviewing the converted data and reporting issues during
each iteration, with assistance from Tyler.
The City is responsible for providing or entering test data (e.g., data for training, testing interfaces,
etc.)
Facilitiess
The City will provide dedicated space for Tyler staff to work with City resources for both on-site and
remote sessions. If Phases overlap, City will provide multiple training facilities to allow for
independent sessions scheduling without conflict.
The City will provide staff with a location to practice what they have learned without distraction.
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GGlossaryy
Word or Term Definition
Acceptance Confirming that the output or deliverable is suitable and
conforms to the agreed upon criteria.
Accountable The one who ultimately ensures a task or deliverable is
completed; the one who ensures the prerequisites of the task are
met and who delegates the work to those responsible. [Also see
RACI]
Application A computer program designed to perform a group of coordinated
functions, tasks, or activities for the benefit of the user.
Applicationn Programmingg Interfacee (API) A defined set of tools/methods to pass data to and receive data
from Tyler software products
Agreement This executed legal contract that defines the products and
services to be implemented or performed.
Businesss Process The practices, policy, procedure, guidelines, or functionality that
the client uses to complete a specific job function.
Businesss Requirementss Document A specification document used to describe Client requirements
for contracted software modifications.
Changee Request A form used as part of the Change Control process whereby
changes in the scope of work, timeline, resources, and/or budget
are documented and agreed upon by participating parties.
Change Management Guides how we prepare, equip and support individuals to
successfully adopt change in order to drive organizational success
& outcomes
Codee Mappingg [wheree applicable] An activity that occurs during the data conversion process
whereby users equate data (field level) values from the old
system to the values available in the new system. These may be
one to one or many to one. Example: Old System [Field = eye
color] [values = BL, Blu, Blue] maps to New Tyler System [Field =
Eye Color] [value = Blue].
Consulted Those whose opinions are sought, typically subject matter
experts, and with whom there is two-way communication. [Also
see RACI]
Controll Point This activity occurs at the end of each stage and serves as a
formal and intentional opportunity to review stage deliverables
and required acceptance criteria for the stage have been met.
Dataa Mappingg [wheree applicable] The activity determining and documenting where data from the
legacy system will be placed in the new system; this typically
involves prior data analysis to understand how the data is
currently used in the legacy system and how it will be used in the
new system.
Deliverable A verifiable document or service produced as part of the Project,
as defined in the work packages.
Go--Live The point in time when the Client is using the Tyler software to
conduct daily operations in Production.
Informed Those who are kept up-to-date on progress, often only on
completion of the task or deliverable, and with whom there is
just one-way communication. [Also see RACI]
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IInfrastructure The composite hardware, network resources and services
required for the existence, operation, and management of the
Tyler software.
IInterface A connection to and potential exchange of data with an external
system or application. Interfaces may be one way, with data
leaving the Tyler system to another system or data entering Tyler
from another system, or they may be bi-directional with data
both leaving and entering Tyler and another system.
IIntegration A standard exchange or sharing of common data within the Tyler
system or between Tyler applications
LLegacyy System The software from which a client is converting.
MModification Custom enhancement of Tyler’s existing software to provide
features or functions to meet individual client requirements
documented within the scope of the Agreement.
OOn--ssite Indicates the work location is at one or more of the client’s
physical office or work environments.
OOrganizationall Change The process of changing an organization's strategies, processes,
procedures, technologies, and culture, as well as the effect of
such changes on the organization.
OOutput A product, result or service generated by a process.
PPeripherall devices An auxiliary device that connects to and works with the computer
in some way. Some examples: scanner, digital camera, printer.
PPhase A portion of the Project in which specific set of related
applications are typically implemented. Phases each have an
independent start, Go-Live and closure dates but use the same
Implementation Plans as other Phases of the Project. Phases may
overlap or be sequential and may have different Tyler resources
assigned.
PProject The delivery of the software and services per the agreement and
the Statement of Work. A Project may be broken down into
multiple Phases.
RRACI A matrix describing the level of participation by various roles in
completing tasks or Deliverables for a Project or process.
Individuals or groups are assigned one and only one of the
following roles for a given task: Responsible (R), Accountable (A),
Consulted (C), or Informed (I).
RRemote Indicates the work location is at one or more of Tyler’s physical
offices or work environments.
RResponsible Those who ensure a task is completed, either by themselves or
delegating to another resource. [Also see RACI]
SScope Products and services that are included in the Agreement.
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SSolution The implementation of the contracted software product(s)
resulting in the connected system allowing users to meet Project
goals and gain anticipated efficiencies.
SStage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project.
SStandard Software functionality that is included in the base software (off-
the-shelf) package; is not customized or modified.
SStatementt off Workk (SOW) Document which will provide supporting detail to the Agreement
defining Project-specific activities, services, and Deliverables.
SSystem The collective group of software and hardware that is used by the
organization to conduct business.
TTestt Scripts The steps or sequence of steps that will be used to validate or
confirm a piece of functionality, configuration, enhancement, or
Use Case Scenario.
TTrainingg Plan Document(s) that indicate how and when users of the system will
be trained relevant to their role in the implementation or use of
the system.
VValidationn (orr too validate) The process of testing and approving that a specific Deliverable,
process, program, or product is working as expected.
WWorkk Breakdownn Structuree (WBS) A hierarchical representation of a Project or Phase broken down
into smaller, more manageable components.
WWorkk Package A group of related tasks within a project.
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Part 4: Appendices
CConversionn
Enterprisee ERPP Conversionn Summaryy
Accountingg
Accountingg -- Actualss
Summary account balances
Up to 6 years
Accountingg -- Budgetss
Original budget, budget adjustments, revised budget summaries for accounts
Up to 6 years
Accountss Payablee
Vendorss
Vendor Master file including names, addresses, SSN/FID, contacts, phone numbers, and all other
fields used by the City.
Multiple remittance addresses
Year-to-date 1099 amounts
Accountss Payablee -- Checkss
Check header data including vendor, warrant, check number, check date, overall check amount, GL
cash account and clearing information
Check detail data including related document and invoice numbers for each check
Up to 6 years
Accountss Payablee -- Invoicess
Invoice header data containing general information for the invoice
Invoice detail data containing line-specific information for the invoice
Up to 6 years
Contractss
Contract header detail with many fields available to convert including fiscal year and period, vendor
number, department code, description, enforcement method code, dates for award, approval, entry
and expiration, retention information, user-defined type and review codes, status code, user id for
entry and approver. Additional fields are also available. A balance forward contract amount is
converted, if original amount is required there will be an additional charge and contracts, po’s and
invoices must be converted together.
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HHumann Resourcess Managementt
HRMM Employeee Masterr Informationn
Payroll Employee Master data including data such as name, address, SSN, legacy employee ID, date of
birth, hire date, activity status (such as active/inactive), leave/termination code and date, phone(s), e-
address, marital status, gender, race, personnel status (such as full-time, part-time, etc.), highest
degree, advice-delivery (print/email/both) and check location, plus primary group, job, location, and
account information
Accumulatorss
YTD, QTD, MTD amounts for employee pay and deductions
Needed for mid-calendar-year go-live
May not be needed if converting earnings/deductions history
Up to 6 years
Accumulators are converted with check history and earning/deduction history as a default. No
accumulator files are necessary to submit when converting history.
Checkk Historyy
Up to 6 years, additional years must be quoted. We convert amounts for earnings and deductions in
employee check history, check number and date.
Earning/Deductionn Hist..
Up to 6 years, additional years must be quoted. Earning and deduction history broken down my
individual codes (earnings and deduction) and amounts per pay period, the detail of these lines, sums
the check history in opt 4.
Personnell Actionn Historyy
A variety of Personnel actions, such as job or salary changes and dates these events occurred.
Up to 6 years
Certificationss
Certification area and certification type codes, certification number and effective date, expiration
date, and required-by date, codes for certification level and subjects
Educationn
Codes, for institution, type of degree, and area(s) of study
Generall Billingg
Customerr Masterr Filess
Customer information
Generall Billingg –– Recurringg Invoicess
General Billing Invoices that are sent on a regular basis
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Header records with general information about the invoice
Detail records with line-specific information
GGenerall Billingg –– Billss
6 years of open and closed invoices
General Ledger information so open invoices can be processed in Enterprise ERP
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AAdditionall Appendices
Enterprisee ERPP Standardd 3rdd Partyy Dataa Exchangee && Applicationn
Programmingg Interfacess
Planningg
An Integration is a real-time or automated exchange of data between two systems. Standard Data Exchange
tools are available to fulfill Integrations with external systems by allowing clients to get data in and out of the
Tyler system. Data exchange tools can take the form of Imports and Exports, and Application Programming
Interfaces (APIs)*. APIs may require additional licensing and may have some restrictions on use. Please refer
to your licensing agreement for further information.
Imports and Exports
The City and Tyler project manager(s) will work together to define/confirm which Imports and Exports are
needed (if not outlined in the Agreement). Tyler will provide an Excel or ASCII file layouts for each Standard
Data Exchange.
APIs*
Additional API licensing and data sharing agreements are required for integration with third-party
applications. If APIs have been purchased, Tyler may provide integration assistance to understand API services
and provide necessary support to complete the integration of Tyler software to the City internal applications.
Tyler will not provide any hands-on development unless expressly specified in the Agreement. It is Tyler’s
responsibility to ensure the API services operate correctly. It is the Client’s responsibility to fulfill integrations
using Tyler’s API services and ensure operation of the third-party API services.
STAGEE 2 Currentt && Futuree Statee Analysiss -- Dataa Exchangee
Tyler City
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
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VValidationn
Tyler provides training on Data Exchange(s) (for both Import and Export, and APIs*) and the City tests each
Data Exchange.
STAGEE 3 Processs Refinementt ––Dataa Exchangee Validation
Tyler City
RACI MATRIX
KEY:
R = Responsible
A =
Accountable
C = Consulted
I = Informed
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Exchange(s)
I I I I A C R C
* API services, available thru Enterprise ERP OpenAPI Toolkits and Connectors, are not part of the core Enterprise ERP
applications and are only applicable if included in the license agreement.
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TThiss workk packagee iss nott applicable..
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PProjectt Timelinee
ERPP Projectt Timelinee
The Project Timeline establishes a target duration for each phase of the project. The timeline needs to
account for resource availability, business goals, size and complexity of the project, and task duration
requirements. These will be reviewed and adjusted, if needed, during the Initiate and Plan Stage. Refer to
the Project Stages section of this SOW for information on work packages associated with each stage of the
implementation. Durations may be revised when the Agreement is signed and further refined during the
project.
Eden to Enterprise ERP project start dates are dependent on wave availability. Waves are a common
implementation start month for a group of Eden clients. Each wave has a designated number of slots
available for clients to sign up – once those slots are full you must choose an alternate wave with availability.
A signed agreement is required to reserve your spot in a wave.
Phase Functional Area(s)Modules Duration
1 Financials
x Accounting
x Accounts Payable
x Bid Management
x Budgeting
x Capital Assets
x Cash Management
x Contract Management
x eProcurement (Vendor Access
and Punch-Out)
x Project & Grant Accounting
x Purchasing
x Accounts Receivable
x General Billing
x Cashiering
x Resident Access
x ACFR
12 Months
or as defined in the Project
Plan and mutually agreed upon
Average Days/Month: 14
System Wide x Enterprise Analytics & Reporting
w Executive Insights
x Enterprise Forms
x Content Manager Core includes
Onboarding
2Human Resources
Management
x Payroll with Employee Access
x Human Resources & Talent
Management
x Time & Attendance with Mobile
Access
12 Months
or as defined in the Project
Plan and mutually agreed upon
Average Days/Month: 6
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TThiss workk packagee iss nott applicable..
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Exhibit F
1
Exhibit F
Tyler’s RFP dated August 21, 2023
*incorporated by reference
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Exhibit G
1
Exhibit G
City Renton, Washington’s RFP for Enterprise Resource Planning Software and
Implementation Services
*incorporated by reference
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