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City of Renton
Court a-Docs, Hearings, and Case-File Manager
System
Version 1.1
16 May, 2014
Presented by:
Chad Stoker
r
`WO,
Version 1.1 1
Overview 3
Schedule of Tasks 3
Statement of work 3
OBJECTIVE 3
WORK DESCRIPTION 4
Phase I: 4
Phase II: 4
Phase III: 5
STRATEGY 5
Phase I: 5
Phase II: 6
Phase III: 7
TECHNICAL INFORMATION FLOW 9
SUCCESS CRITERIA 12
RISKS 14
ASSUMPTIONS 16
MASTER SERVICES AGREEMENT 16
Acceptance and authorization 17
Appendix A 18
IMAGE 1 - Looking at Availability and Hearings: 18
IMAGE 2 - Scheduling a Case by Case #: 18
IMAGE 3 - Tracking Case-Load per Hearing, Judge Availability, etc. 19
IMAGE 4 - Editing repeated Hearings (by day-of-week) 19
Appendix B (Document Framework) 20
7/9/2014 Statement of Work Page 2
Y
Statement of Work Vane *ftol
Overview
City of Renton
• Bonnie Woodrow, Court Services Director
Court Document and Case Integration System
' July 1, 2014
December 31, 2014
Schedule of Tasks
Delivery schedule Cost
Ztem description (Business days) (estimate)
Phase I: JIS Sync Service Foundation,
Includes mapping all available data- $24,000 (240 hours)
fields to court document templates. ; 45 days Due upon completon
of Phase I
Phase II: Document Generator $12,000 (120 hours)
(DocGen) Module, Dashboard Module 45 days i Dup upon completion
s of Phase II
Phase III: E-Signature Module, i !
Document Workflow Module, Network I $14,000 (140 hours)
File Share sync 90 days i Due upon completion
i
of Phase III
Statement of work
OBJECTIVE
Develop a case processing system to efficiently:
• Manage court hearing schedules
• Update JIS from Hearings manager
• Maintain a library of court forms/templates
• Manage daily court cases
• Auto populate case forms based on case types/JIS records
7/9/2014 Statement of Work Page 3
Statement of Work NNme wr
• Route forms for edits (by Judge, Clerk, Prosecutor, Defendant) and signature
• Export signed case forms/document to customer storage system
• Export/Update JIS case records
CodeSmart Inc has developed technology to better integrate Washington State's
Courts of Limited Jurisdiction case management system, JIS, with each individual
Court's internal systems and vendors.
WORK DESCRIPTION
Phase I:
1. Work with court staff to identify fields of information in JIS (NCC, PER screens etc.)
that are required for the individual document templates identified in the Strategy
Phase I section.
2. Build database to support the data-storage requirements for each document
template.
3. Develop JIS screen-scraping to pull data from various JIS screens for storage in the
CodeSmart database.
4. Develop web-interface for specifying a case number that will pull the associated
document template data from JIS into the CodeSmart database.
5. Integrate web-interface module into the larger case-management interface
associated with a hearing event in pre-existing Hearings Wizard program
6. Create document templates in HTML format and review with Court staff.
Phase II:
1. Fill document templates with fake data and print them. Review print output to ensure
"normalcy".
2. Create framework to merge actual data pulled from JIS into document templates.
3. Develop web-interface to edit document templates and data pulled from JIS.
4. Develop web-interface to render merged data and document template to the user in
the form of PDF.
5. Double check functionality against the "LinkDocs" product as a bench-mark.
6. Work through some basic two-way JIS scenarios which will allow us to SAVE data to
JIS later. (i.e. Sync data between CodeSmart database and JIS)
7/9/2014 Statement of Work Page 4
Statement of Work
Phase III:
1. (option 1) Implement web scripting that enables signature image stream to be
uploaded via web interface. (Could possibly be client-side elevated permissions
module if needed.)
2. (option 2) Implement scripting that enables touch-screen signature interface.
3. (option 3) Implement signature-concept checkbox with "I agree that by checking this
box... etc. etc."
4. Implement multi-user"session" that would allow users logged in to the same
"hearing" to see each other and (in a future task) "send" documents to each other
during the proceedings.
5. Implement the "send/share document to/with other hearing user" functionality.
6. Implement rules preventing users from modifying the document.
7. Implement rules allowing certain users to "sign" the document based on the
implementation of step 1, 2, or 3 from above.
8. Implement feature allowing judge and/or court clerk to "save" all of the case files
which sends them to the file-storage location of the Court.
9. Implement feature to update JIS with document data from CodeSmart database.
10. Develop a way to report any JIS-synchronization errors to users and system
administrators - thereby allowing manual synchronization in worst-case scenario.
STRATEGY
Phase I:
A key part of achieving the successful completion of this phase of work will be
thorough interviews with Court staff and key personnel. Identifying ways in which
the Court forms may be somewhat standardized will allow the team to release the
solution out to the production site faster than if each court develops unique forms
with their own data and rendering requirements.
Forms identified for Phase I work include the following based on conversations with
the Court Administrator:
1. Guilty Plea Form "Statement of Defendant on Plea of Guilty"
2. Order Appointing Counsel "Order Appointing Counsel"
3. Pre-Trial Conference "Order On Pre-Trial Conference"
4. SOC "Stipulated Order of Continuance with Conditions"
5. Notice to Appear "Notice to Appear for Hearing"
6. Notice to Report to Probabtion "Notice to Report to Probabtion"
7/9/2014 Statement of Work Page 5
r
Statement of Work
7. Infraction Hearing Disposition "Infraction Hearing Disposition"
8. Community Service Hours "Community Service Hours"
9. Time Pay Agreement "Time Payment Agreement"
10.Committment Order and Order of Release combined
11. DUI Judgement & Sentence "Judgement & Sentence (for DUI)"
12.Judgement & Sentence "Judgement & Sentence (generic)"
13.Interpreter Declaration "Interpreter Declaration"
14. NCO "No Contact Order"
15. Firearms Notice "Ineligibility to Possess Firearms Order"
16.Advice of Rights Form "Advice of Rights"
JIS screens identified for interactions and screen-scraping will be utilized to facilitate
real-time data updates and insertion of new information using the same technologies
and techniques already leveraged for the Court Hearing and Information
Management Program (hearing wizard). These techniques enable us to continue to
enforce the JIS system rules without re-creating the logic already implemented by
AOC. At the same time, our interface facilitates much better sharing and
synchronizing of data between the court's own document storage solution and much
of the case-specific information contained within the documents themselves.
CodeSmart will be replicating much of the functionality in the current LincDocs
solution that is in-use with many other larger Courts and Cities.
Phase II:
The next phase of the eDoc, Hearing , and Case file Manager system will vastly
expand on this foundation by synchronizing and managing additional data,
automating the creation of court documents from JIS data, "dashboard" organization
of data within the Hearing Wizard for improved efficiency, ability to "save" document
information back to JIS and Customer's document storage solution simultaneously,
and more.
CodeSmart will be re-using a document-generator framework we've used previously
for a medical testing client. The framework was very efficient at quickly generating
documents at the click of a link on a web-page. There was no significant delay in
waiting for the document to be generated for review. This will be critical for
document routing systems between SCORE and Renton's own facilities. (Screen-
shots of the pre-existing document generator output can be found in Appendix B,
below.)
7/9/2014 Statement of Work Page 6
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The data to pre-populate these forms will initially be pulled out of AOC's JIS court
systems. CodeSmart will leverage our existing technology developed in partnership
with both other courts, as well as AOC, to deliver this automation.
CodeSmart will provide a way for Court Clerks, Judges, or other Administrative staff
to modify the data in the documents. This can be done either live during a court-
room session, or pre-hearing during case preparations.
Once the case is closed, CodeSmart will facilitate subsequent updates to the JIS
system with the information contained in the final court documents associated with
any given hearing. We will then generate a PDF/TIFF/other document format to meet
the document storage requirements that may be required by Renton's document
storage provider or city attorneys.
Phase III:
Incorporate e-signature into digitally generated documents. Provide tight integration
with SCORE facilities for e-signatures, defendant document routing, and Renton
Court routing requirements.
CodeSmart will be delivering this in concert with SCORE's cooperation and
involvement with this project overall. There is a dependency on working with
7/9/2014 Statement of Work Page 7
Statement of Work +
SCORE'S I.T. administrators in order to facilitate this functionality. CodeSmart's
system will have the ability to facilitate electronic signatures within the courtroom at
Renton as well. Depending on the type of hearing, the e-Document and e-Signature
components of the system will change routing rules of various case files according to
a set of predefined rules established by the design team.
Finally, we will ensure the development of documents download process for storage,
and archiving.
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Extract signature data as: (select export format) w.or{
7/9/2014 Statement of Work Page 8
1 r
Statement of Work VAN
TECHNICAL INFORMATION FLOW
This diagram should help Renton to visualize the technical aspects of how the
Judgement and Sentence (as an example) template workflow will work behind-the-
scenes. This data-flow would repeat itself with small variations for the majority of all
of the e-Document templates that are to be created as a part of this project.
Judgment and Sentence
(Creation)
Court User
AO¢AS Document Template
Mainl±rame Data C�pture
i
4.
3,
Document Storage
Code mart Solution
Servers 1.User navigates to the Document Selection screen
Check if form already and selects a document to generate.(i.e.1&S)
2. exists in Storage
_ 2.System retrieves the appropriate Document
Template for the user.(i.e.1&S)
3.User types in a Case#and system retrieves
CodeSmart appropriate data to pre-fill fields in the Data Capture
Document screen.(from ACIQ
Template 4.System checks if a pre-existing AS form was
Database already completed for this case#and is on-record.
4.a.System may warn the user if a AS document
for this Case#already exists.
7/9/2014 Statement of Work Page 9
Statement of Work v
Judgment and Sentence
(Court room routing)
2.
.... 1.
._
LLLL
Judge or Clerk
CodeSmart Code$mart "Send"to Defense
Case Information Servers And Prosecution
Database
3 1.Judge and/or Clerk make the appropriate
modifications to the J&S form.They then route it to
the appropriate parties in the Court-Room who are
® 0 Defense and/or also logged into the court-room web system.
♦ )Prosecution
,•,/ 2.System retrieves the data updated by the Judge/
Clerk and sends out a notification to other users in
the Court-Room who identify as defense or
prosecution.
3. Defense and/or Prosecution receive pop-up
Windows in their web browser with final document
for review(and signature possibly?)
7/9/2014 Statement of Work Page 10
Statement of Work
Judgment and Sentence
(Save)
�® 1.
Court User
AObS SAVE Operation
Mainframe
4.
r
3.
Document Storage
CodeSmart Solution
Servers 1.User modifies data in the AS form. User applies
signature to the document,and then saves it.
2.
2.System retrieves the data and signature that user
provided from the database and merges it in with the
template to create a PDF or TIFF.
CodeSmart 3.Data that is needed for AS is automatically sent.
Case Information
Database 4.Final PDF/TIFF is automatically sent to the Court's
Document Storage solution of choice.
7/9/2014 Statement of Work Page 11
Statement of Work :fir
SUCCESS CRITERIA
Project Success Criteria is defined as delivery of a web application and services
enabling specific business capabilities, as follows:
• Scheduled events in RS can be maually sync'd by importing the data into the
Hearing Wizard.
• Scheduled events in Hearing Wizard are automatically added in JIS
• Scheduling of events within the Hearing Wizard allows creating events with
automatic inclusion of Defendant, Case Number, etc (previously manually added
data within Outlook)
• Selecting a hearing will allow you to click on a Case # and view all documents
currently associated with that Case.
• Document storage solution will be integrated into the case-file management
interface to seamlessly leverage Court's existing document storage capabilities.
• Document templates are defined and available within the Hearing Wizard system
via a drop-down menu when creating new documents.
• Document templates can be populated automatically with the data from the
various JIS screens by choosing "Insert Case # Information".
• Pre-populated template data and manually entered data will be stored on the
server for future document template generation during a hearing.
• Customers will be able to make changes to the template with simple HTML
modifications.
• Documents can be routed between various parties during a courtroom hearing.
• Court clerks can organize and distribute documents and package them with non-
generated documents as part of a comprehensive case-file for any hearings that
are scheduled.
• Documents can be "saved" back to JIS to ensure data synchronization.
• Documents can be "saved" back to the Court's document storage solution of
choice.
• Document archives can be reviewed and searched.
• Documents can be electronically signed by attorneys and defendants within
SCORE.
• Documents can be electronically signed by Renton staff as needed.
7/9/2014 Statement of Work Page 12
Statement of Work
Project success functionality can be described as the ability to:
System
• Display and maintain an up to date schedule of all cases by day/court room
• Display open and closed cases throughout the proceeding
• Maintain a Court Forms library with ability to add/edit/remove forms
• Ability to attach forms to each case
• Ability to default/attach certain forms by case type
• Ability to dynamically modify form based on form field values
• Ability to extract case metadata from JIS and populate forms
• Ability to collect signatures from an input source
• Ability to lock/unlock a file
• Maintain an audit by user and action
• Ability to convert forms into PDF/Tiff images
• Ability to update JIS
• Ability to link each case to to JABS, and Laserfiche,
• Ability to purge all case data once the case is "closed"
Administration
• Add/edit / remove users
Maintain backend/lookup tables (fees, judgments)
Clerk
• View court schedule
• Create case folder from schedule
• View forms library
• Add form(s) related to case
• Import forms related to case (from the shared location)
• Update forms
• Make forms viewable by others
• Freeze/lock/unlock forms
• Convert forms to PDF/Tiff
• Close case
• Update JIS
Judge
• View court schedule
• View open cases
• View/edit case forms
• Freeze/lock/unlock forms
• Sign forms
• Close case
Prosecutor
• View court schedule
7/9/2014 Statement of Work Page 13
Statement of Work
• View open cases
• View/pick from forms library
• Add/submit form(s) related to case
• View/edit case forms
• Sign forms
Public defendant/Attorney
• View court schedule
• View open case/forms
• Submit forms
• Sign forms
Defendant
• View forms made available by Clerk
• Sign forms
SCORE Defendant
• View forms made available by Clerk
• Sign forms
RISKS
Project risks are characteristics, circumstances, or features of the project
environment that may have an adverse affect on the project or the quality of its
deliverables. Known risks identified with this project have been included below. A
plan will be put into place to minimize or eliminate the impact of each risk to the
project.
Risk Area Level Risk Plan
1) 2-way JIS data- ; CodeSmart will analyze each of
synchronization fails because j the document-template ]IS data
AOC does not provided unique j ' sources ahead of time before
identifying characteristics I i moving forward to support the
about their case records on template. If AOC does not provide
some of the screens ! M i the necessary information,
CodeSmart will postpone
synchronization work on that
particular document-template and
work closely with AOC to resolve
the issue as quickly as possible.
2) "There is no dependency
between these systems." Files L
are downloaded by staff onto
a local file storage area.
7/9/2014 Statement of Work Page 14
o
Statement of Work
3) Working with SCORE and , We will involve SCORE early on in
ensuring their availability ' this project utilizing our close
doesn't impede forward L existing contacts with their staff.
progress on this initiative
4) Funding cannot be provided in I CodeSmart believes that Renton
a way to ensure proper cash- will be able to provide reasonable
flow during the customization ! ; funding based on the deliverable
phase of the project. j phases identified in this
c
! j document. If Renton is unable to
L do so, CodeSmart should be
notified early on so as to avoid
delivery delays for other partner
courts. Scope must be managed
according to the budget and
i
funding made available.
7/9/2014 Statement of Work Page 15
Statement of Work
"err►'
ASSUMPTIONS
CodeSmart assumes the following:
1. Renton will continue to work with CodeSmart to resolve any road-blocks
associated with the product.
2. CodeSmart will be providing the document storage integration per agreements
with Renton.
3. CodeSmart will continue to develop as much of the solution as possible on its
own servers so that enhancements, feature upgrades, and bug fixes can be
shared with all other customers of CodeSmart.
4. Renton staff members are comfortable creating a Microsoft LIVE identity and
associating it with their work email addresses per the instructions provided
separately by CodeSmart Inc. (contact Eve.Ragins(a codesmartinc.com for the
existing instructions on this)
5. The number of document templates created during the first phase will vary
depending on the complexity of the features required by the Court.
6. The court agrees to pay the maintenance fees of $500 per month associated with
maintaining the software and data-integrity standards imposed on CodeSmart by
the Administrative Office of the Courts (AOC) and Renton's own standards. This
fee will cover maintenance of all CodeSmart programs including VRV integration,
Parking Funcitonality Program, the Hearing Wizard, AllianceOne Integration and
the e-Document program. These standards are outlined in the Service Level
Agreement.
MASTER SERVICES AGREEMENT
This statement of work is subject to the terms stated in the Master Services
Agreement as signed by CodeSmart on [date] and City of Renton on [date]. Any
other terms and conditions to the contrary are null and void.
7/9/2014 Statement of Work Page 16
. M
Statement of Work
Acceptance and authorization
IN WITNESS WHEREOF, the parties hereto each acting with proper authority have
executed this Statement of Work, under seal.
City o R nton CodeSmart Inc.
Chad W. Stoker
Denis Law, Mayor Full name
CEO
Title
A T T E S T: � d% a
Signature
Bonnie I . Walton, City Clerk
is aoi 05/1612014
Date f —T Date
* CITY
O •O.
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7/9/2014 Statement of Work Page 17
Statement of Work
Appendix A
IMAGE 1 - Looking at Availability and Hearings:
S."" MonMY 7..d". W.d-O.Y Thund." Fd"y S.Wrd.Y
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IMAGE 2 - Scheduling a Case by Case #:
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7/9/2014 Statement of Work Page 18
Statement of Work `rrd
IMAGE 3 - Trackin Case-Load er Hearin , Jud a Availabilit , etc.
C�Schettui�
Hearing Details:
Arraignment tlme: totatlon: srlmary)udsa
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7/9/2014 Statement of Work Page 19
Statement of Workf
Appendix B (Document Framework)
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cod2SMaftA'
expanding VOUr possibilities Master Services Agreement
1. Applicability.Each quotation and/or CODESMART INC. statement of work together with this Master Services Agreement("Offer")is
an offer by CodeSmart Inc. ("CODESMART")to the party to whom such Offer is addressed("CUSTOMER")to sell to CUSTOMER the
professional services performed by CODESMART and to enter into the agreement that the offer describes.
2. Acceptance.Each Offer shall be deemed accepted upon the terms and conditions of such Offer by CUSTOMER by written
acknowledgement.Acceptance is expressly limited to these terms and conditions.No purported acceptance of any Offer on terms
and conditions which modify,supersede,supplement or otherwise alter these terms and conditions,whether contained in
CUSTOMER's purchase order or other acceptance document,shall be binding upon CODESMART and such terms and conditions shall
be deemed rejected and replaced by these terms and conditions unless CUSTOMER's proffered terms or conditions are accepted
and physically signed in writing by CODESMART.Notwithstanding any contrary provision in CUSTOMER's purchase order or other
acceptance document,commencement of work by CODESMART shall not constitute acceptance of CUSTOMER's terms and
conditions.
3. Limited Warranty and Acceptance of Services. All Service deliverables will be deemed accepted by CUSTOMER if not rejected in a
reasonably detailed writing within forty-five(45)days of submission to CUSTOMER.In the event the Services are not in conformance
with this warranty and are rejected as specified above,CODESMART will supply commercially reasonable services to correct or
replace the work at no charge to the CUSTOMER.THIS 15 CUSTOMER's EXCLUSIVE REMEDY FOR BREACH OF WARRANTY relating to
Services.
4. Service Warranty Disclaimer.CODESMART MAKES NO WARRANTIES OF ANY KIND WITH REGARD TO THE Services(other than the
limited and exclusive warranty provided for Services under Section 3).CODESMART DISCLAIMS ALL OTHER REPRESENTATIONS
AND WARRANTIES,EXPRESS OR IMPLIED,AS TO THE Services,INCLUDING,WITHOUT LIMITATION,ANY WARRANTY OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
S. Intellectual Property for Services.
(a) Upon payment in full for all charges under this Agreement,CODESMART will grant CUSTOMER such rights,title,and
interest it may own to the software and documentation developed by CODESMART specifically for CUSTOMER under this
Agreement subject to the following limitation.CODESMART retains a world-wide,unlimited,perpetual and royalty free
right to(i)copy and use the software and documentation internally for any purpose;(ii)copy and distribute to third
parties software which performs a general utility function;and(iii)use for any purpose any concepts,ideas,or techniques
resulting from the development of the software and documentation by CODESMART.
(b) CODESMART grants to CUSTOMER all right,title,and interest in the software and documentation that is an enhancement
to or modification of existing software or documentation on all of the CUSTOMER's computer systems.
(c) Any CODESMART software,equipment or consulting,programming,or management tools which may be furnished or
utilized by CODESMART in the performance of these services shall remain the property of CODESMART and shall be
immediately returned to CODESMART,upon its request or upon completion of the Services.
6. Service Work Assignments.CODESMART retains the right to assign such personnel,including subcontractors,as it deems
appropriate to the performance of Services under the Agreement.
7. CUSTOMER Coordination for Services.CUSTOMER will provide a primary point of contact and make available all technical matter,
data,information,operating supplies,and computer system(s),as reasonably required by CODESMART.CODESMART will assign a
primary contact person for the Services.
8. Price and Payment.The prices in this Agreement are exclusive of all applicable taxes,duties,licenses,and tariffs levied upon the
sale,purchase or delivery of the Services which remain the CUSTOMER's obligation.Prices quoted are firm for thirty(30)days
following the quote unless otherwise provided on the Offer.Except for COD accounts that are due on delivery,payment is due thirty
(30)days from the date of the invoice.All payments will be made in US currency.Out of pocket expenses will be charged as incurred.
Unless expressly provided to the contrary,items designated by CODESMART as estimates are estimates only and are not binding
commitments.CUSTOMER will pay interest in the amount of one and one half percent(1.5%)per month,or the maximum allowed
by law whichever is lower,on any outstanding balance owed.
9. Confidential Information.Written and oral information designated as confidential by either party whether before or after the
effective date of this Agreement shall be held in strict confidence and used only for purposes of this Agreement.Except as required
by law,no confidential information,including the provisions of this Agreement,shall be disclosed without the prior written consent
of the party designating the information as confidential.If either party is required to disclose any confidential information of the
other party,the party so required shall notify the other party immediately and shall cooperate in seeking a reasonable protective
order with the party needing cooperation reimbursing the cooperating party for its reasonable expenses.This section shall not apply
to information,which is(i)in the public domain,(ii)already known to the recipient,(iii)developed independently or(iv)received
from a third party without similar restriction and without breach of this or a similar agreement.
10. Export.CUSTOMER acknowledges that it is responsible for complying with(and agrees to comply with)all applicable export and re-
export control laws and regulations,including,without limitation,the Export Administration Regulations maintained by the United
States Department of Commerce.Specifically,CUSTOMER covenants that it shall not--directly or indirectly--sell,export(including
without limitation any deemed export as defined by applicable law),re-export,transfer,divert,or otherwise dispose of any Service
deliverable to any country(or national thereof)subject to antiterrorism controls,U.S.embargo,encryption technology controls,or
to any other person,entity(or utilize any such person or entity in connection with the activities listed above),or destination
prohibited by the laws or regulations of the United States,without obtaining prior authorization from the competent government
*&Ag ../
authorities as required by those laws and regulations.CUSTOMER certifies,represents and warrants that no Service shall be used for
any military or defense purpose,including,without limitation,being used to design,develop,engineer,manufacture,produce,
assemble,test,repair,maintain,modify,operate,demilitarize,destroy,process,or use military or defense articles.Notwithstanding
any provision of IT services or designs by CODESMART,CUSTOMER acknowledges that it is not relying on CODESMART for any
advice or counseling on such export control requirements.CUSTOMER agrees to indemnify,to the fullest extent permitted by law,
CODESMART from and against any fines,penalties and reasonable attorney fees that may arise as a result of CUSTOMER's breach of
this Section.
11. Limitation of Liability.NO MONETARY RECOVERY IS AVAILABLE FROM CODESMART FOR WARRANTY CLAIMS.IN ADDITION,IN NO
EVENT WILL CODESMART's LIABILITY TO CUSTOMER EXCEED THE PURCHASE PRICE PAID FOR THE SERVICE THAT IS THE BASIS FOR
THE PARTICULAR CLAIM. CODESMART WILL NOT,IN ANY EVENT,BE LIABLE FOR ANY LOSS OF REVENUE,PROFIT,USE OF DATA,
INTERRUPTION OF BUSINESS OR FOR SPECIAL,INDIRECT,CONSEQUENTIAL,INCIDENTAL,EXEMPLARY OR PUNITIVE DAMAGES,
HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY,ARISING OUT OF THE USE OF OR INABILITY TO USE THE
PRODUCT OF THE SERVICES,OR IN ANY WAY CONNECTED TO THIS AGREEMENT,EVEN IF CODESMART HAS BEEN ADVISED OF
SUCH DAMAGES.THE FOREGOING LIMITATION OF LIABILITY WILL APPLY WHETHER ANY CLAIM IS BASED UPON PRINCIPLES OF
CONTRACT,WARRANTY,NEGLIGENCE,INFRINGEMENT OR OTHER TORT,BREACH OF ANY STATUTORY DUTY,PRINCIPLES OF
INDEMNITY,CONTRIBUTION,OR OTHERWISE.
12. Cancellation of Order.This Agreement may be cancelled by CUSTOMER only upon 60-day written notice to CODESMART and upon
terms that indemnify CODESMART against all losses related to such Agreement.
13. Additional Contractual Rights for Default.If CUSTOMER defaults in performance of any obligation under this Agreement,including
the payment of any amount due,CODESMART may,at its option,suspend performance,require prepayment,or terminate its
performance and collect payment for all Services provided up to the date of termination. If CODESMART defaults in performance of
any obligation under this Agreement,the CUSTOMER may,at its option,suspend future payments and terminate the remainder of
the contract with 60-day notice to CODESMART.
14. Attorney Fees.CUSTOMER shall reimburse CODESMART for any and all expenses including,without limitation,reasonable attorney
fees and legal expenses that CODESMART pays or incurs in protecting and enforcing the rights of CODESMART under this
Agreement.
15. Publication.Nothing contained in this Agreement shall be interpreted so as to prevent CODESMART from publicizing its business
relationship with CUSTOMER or the nature of the Services performed for CUSTOMER.
16. No Solicitation.CUSTOMER agrees not to solicit for employment or to employ any CODESMART employee for a period of twelve(12)
months following the conclusion of the work performed under this Agreement.
17. Indemnification.CUSTOMER agrees to defend,at its expense,and to indemnify CODESMART against any award of damages and
costs based on the claim that any materials or documentation provided by CUSTOMER to CODESMART during this engagement
infringes a U.S.patent,copyright or other intellectual property right of any third party. CODESMART agrees to defend,at its
expense,and to indemnify CUSTOMER against any award of damages and costs based on the claim that any materials or
documentation provided by CODESMART to CUSTOMER during this engagement infringes a U.S.patent,copyright or other
intellectual property right of any third party.
18. Governing Law.These Terms and Conditions will be construed in accordance with the laws of the State of Washington.
19. No Waiver.The failure of either party to insist upon strict performance of any of the provisions of the Terms and Conditions will not
be deemed a waiver of any breach or default.The remedies provided to CODESMART hereunder are not a waiver of the remedies of
CODESMART under applicable law.
20. Severability.If any provision of the Agreement is unenforceable as a matter of law,all other provisions will remain,in effect.
21. Excusable Delay.CODESMART will not be liable for any delay or failure of performance whatsoever due to acts of God,earthquakes,
shortage of supplies,transportation difficulties,labor disputes,riots,war,fire,epidemics or other circumstances beyond
CODESMART's control.
22. Time for Bringing Claims.Any claim by CUSTOMER against CODESMART, arising from or in connection with the Agreement or any
related purchase order cannot be filed,made or maintained unless filed within one year after CODESMART, has provided the
Services in question.
23. Entire Agreement.These terms and conditions along with the Offer constitute the entire agreement between the parties as to the
sale Services and supersede all prior or current written or oral statements,representations,negotiations,agreements and
understandings.
CodeSmart,Inc. CUSTO R-City of Renton:
Authorized Signature I I I I I r 0,, Authorized Signature
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Name: Mark W.Meyer ` ti �F RE✓✓ � e: _ Deri1S Law, Mayor
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Title:President + .
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_ JUL �t�t s
SE L1 .B� J
Date:06/18/2014 - �, , Bc T1j'liq I . Walton, City Clerk
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codesmarf
n 360-915-7017•CodeSmartlnc corn
CodeSmart Inc Products
Service Level Agreement
CodeSmart Inc
975 Carpenter Road NE•Suite 101 •Olympia,WA 98516
360-915-7014•www.codesmartinc.com
CodeSmart Inc a-Docs, Hearings, and Case File Manager Service-' -vel Agreement(Draft v1.0)
Document History
U or Version kate Comments
Chad Stoker 1.0 01.10.12 Created baseline Service Level Agreement
Chad Stoker 1.1 05.23.13 Modified document for City of Kirkland
Chad Stoker 1.2 08.12.13 Modified document for City of Tacoma
Chad Stoker 1.3 05.19.14 Modified for a-Doc project for Renton
Table of Contents
1. Introduction..........................................................................................................................3
1.1. Intended Audience........................................................................................................3
2. Roles and Responsibilities...................................................................................................3
3. Operations...........................................................................................................................4
3.1. Infrastructure Team Availability.....................................................................................4
3.2. Hardware Availability....................................................................................................4
3.3. Operational Expectations..............................................................................................5
4. Performance Indicators and Targets....................................................................................6
4.1. E-Docs, Hearings, and Case-File Processing ...............................................................6
4.2. a-Docs, Hearings, and Case-File Manager Security .....................................................8
4.3. Bug Reporting/Tracking ................................................................................................9
5. Measuring Delivery..............................................................................................................9
6. Updates and Enhancements to the Agreement....................................................................9
7. Glossary of Terms .............................................................................................................10
e-Docs, Hearings, and Case-File Manager Page 2 of 10
CodeSmart Inc e-Docs Service-' Qvel Agreement(Draft v1.3)
V•r
1 . Introduction
Outlined within this document is an expected level of service for the maintenance and on-going
support related to the CodeSmart Inc e-Docs and Case File Management product. Specifically,
the document will address the following:
• What the CodeSmart Inc team is promising.
• How the CodeSmart Inc team will deliver on those promises.
• Who will measure delivery, and how.
What happens if the CodeSmart Inc team fails to deliver as promised.
• How the SLA will change over time.
An SLA sets the standards to which the e-Docs, Hearings Manager, and Case File Manager
product-support team has committed. As a result, a set of common and/or global parameters is
derived to which all organizational groups must be managed and measured. Requirements for
success of the business can now be directly translated to measurable requirements for the
technical teams.
The SLA drives the definition of Key Performance Indicators (KPIs) at the service,
application, system and network level. Defining these KPIs facilitates the proper
tools selection, process definitions and skills (people, process and technology) for an
organization.
1.1. Intended Audience
This document is intended to define the level of support warranted to any customer of the e-
Docs, Hearings, and Case File Manager system. The audience may be either customers, or e-
Docs, Hearings, and Case File Manager product-support team members such as a 3rd party-
vendor and/or CodeSmart Inc.
2. Roles and Responsibilities
CodeSmart Product System . Installs, updates, and configures the physical e-Docs,
Administrator(s) Hearing Manager, and Case File Manager software for 1 or
more cities.
• Ensures e-Docs, Hearing Manager, and Case File Manager-
specific security processes and best-practices are followed.
• Notifies all partners of any apparent anomalies in data-
transfer or ongoing operations.
• Communicates future enhancements, modifications, or
outages to all relevant parties.
• Maintains data-retention policies for each Court customer.
e-Docs, Hearings, and Case File Manager Page 3 of 10
,CodeSmart Inc a-Docs Service-1 Qvel Agreement(Draft 0.3)
`%..✓
CodeSmart Inc Network • Communicates with the physical server support team.
Support Team . Maintains network and identity-related security protocols.
• Facilitates the appropriate network channels between 3rd-
party OAuth vendors and WOWRack.
• Works to enforce proper deployment and maximum server
up-time.
• Establishes and enforces proper application server
deployment techniques.
WOWRack Network Support . The party responsible for the maintenance of a 24x7 server
Team environment
• Maintains an environment that is scalable enough to meet
the demands of all current &future Court customer
expectations.
Data Entry operators . Responsible for correcting data-entry errors.
e Provide all digital data-entry including hearing information, e-
Doc data, required e-Document case files, and/or other
relevant information.
Responsible for syncing the hearing or other data
periodically from JIS. (Until a real-time data synchronization
mechanism can be built and agreed to by AOC.)
• Responsible for following system business practices to
ensure long-term operational needs.
Court Administrators . Responsible for accepting valid users, elevating user
permissions, and generally removing users that are no
longer part of the Court.
e Responsible for collaborating with CodeSmart system
administrators to identify features, functionality, or problems
that need to be addressed.
Judges a Responsible for ensuring proper e-Document signatures and
association with relevant hearing and case-types.
3. Operations
3.1. Infrastructure Team Availability
Hours of operation will be maintained and managed in tandem by the CodeSmart Inc Network
Support Team and WOWRack. The CodeSmart Inc Network Support Team will support
operations from 8 a.m. to 5 p.m. Monday through Friday with the exception of Federal and State
holidays. CodeSmart Inc will maintain minimal availability during nights and weekends.
3.2. Hardware Availability
"All components of production systems (servers, networks, and clients) shall be available from
5:00 a.m. until 10:00 p.m., seven days a week. Availability during operational hours shall be
99% for all system components."
This policy amounts to no more than a maximum of 87 hours of downtime during a given 12
month period. It is expected that there may be scheduled maintenance cycles. However,
historically, we perform far better than this.
e-Docs, Hearings, and Case File Manager Page 4 of 10
CodeSmart Inc a-Docs Service-1 gvel Agreement(Draft v1.3)
3.3. Operational Expectations
CodeSmart system availability HEAVILY depends on AOC JIS system availability and Court
Customer system availability. Without the functionality of both, CodeSmart's dash-board
products including a-Docs, hearings management, and case-file manager will not function
properly.
The a-Docs, Hearings, and Case-File Manager System and Network Administrator(s)will work
to ensure the following:
• All case information that is transmitted between CodeSmart's servers, the customer's
servers, and AOC's servers, are secured via HTTPS.
• All login passwords will be restricted to a CJIS level of complexity so as to prevent brute-
force hack attempts.
• CodeSmart will not store actual user passwords unless customer requires it.
• CodeSmart will abide by the terms of the AOC agreement governing auditing and logging of
customer data interactions as specified by the Administrative Office for the Courts (AOC).
• Logs will be truncated every 1 month in order to minimize the possibility of significant data-
loss during security breech or excessive exposure to Public Disclosure Requests (PDR's).
• Outages shall be scheduled with at least 1 week advanced notification to all customers and
partners.
• All outages or un-expected problems arising as a result of the a-Docs, Hearings, and Case-
File Manager software will be assigned a dedicated response team within a 48 hour period.
• The data-retention period for a-Docs, Hearings, and Case-File Manager meta-data will not
exceed 7 years. (Customer can request less if needed.)
• The data-retention period for a-Docs, Hearings, and Case-File Manager documents will not
exceed 72 hours.
• CodeSmart will provide individual records data to Court Customer upon request.
• Regularly scheduled backups will occur every 24-hours with hourly backups of the data
within the database.
• CodeSmart will maintain the ability to recover from a hard-drive failure or master Hyper-V
host operating system failure within a 24-hour period.
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CodeSmart Inc a-Docs Service-' -vel Agreement(Draft v1.3)
4. Performance Indicators and Targets
4.1. E-Docs, Hearings, and Case-File Processing
e-Docs, Hearings, and Case File Manager Overview:
The e-Docs, Hearings, and Case-File Manager system is considered a "real-time" system in that
users expect to see data in JIS after they've entered it into the system. However, there is also a
regularly scheduled [automated] process that kicks off every 24 hours, to migrate the customer's
JIS data into our queue for synchronization and error notification. There is another"near real-
time" mechanism that is initiated by user actions such as performing a case submittal action or
typing in a large number of cases to associate with a hearing.
Record Transaction Processing Issues:
In the event that transaction processing does not occur correctly, customers are notified in one
of 2 ways. (1) via email if it is a long-running transaction process. (2) via user-interface if it is a
"real-time" or"near real-time" transaction. Additionally, the a-Docs, Hearings, and CodeSmart
Systems Administrator(s) will also be notified. It is possible to include other members from
various roles in these error notifications upon request. Error emails are filtered by the Customer
identifier because there could be more than one Court organization using the same system. A
configurable customer email address can be associated with each Customer id. In this case, a
"customer identifier" is the unique information that identifies customers such as City of Tacoma,
City of Fife, City of Lakewood, etc.
User Authorization and Authentication:
A username/password for the a-Docs, Hearings, and Case-File Manager can be established by
registering for the site, and then approved by a Court Administrator or CodeSmart System
Administrator. Users that are approved can then be associated with specific roles that will allow
them to review perform various functions that have been associated with their assigned "role" in
the system.
Handling Dependency Changes:
In the event that CodeSmart's a-Docs, Hearings, and Case-File Manager is operating normally,
but there is:
1. an anomaly present in the JIS and/or document storage data,
2. a JIS screen has been modified and the customer has failed to notify CodeSmart,
3. a Document Storage API has been updated (if applicable)
... CodeSmart may reach out to the customer in order to facilitate a resolution. In practice, this
type of anomaly rarely occurs. However, if it should occur, CodeSmart Inc will be able to
respond within 72 hours of notification regarding any small AOC screen changes, document
storage API updates, or data anomalies. If the modification is severe enough (for instance AOC
replaces JIS with a new Case Management System and doesn't tell anyone about it)
CodeSmart may not be able to bring the system back-online within a 72 hour period. Therefore,
it is necessary for AOC and the customer to keep CodeSmart informed of known
upcoming changes and upgrades.
External Doc Storage Sync Operations (Applicable to P-party externally hosted solutions only!):
For certain customers, CodeSmart will support software that is responsible for downloading
external data concerning electronic documents associated with a case(s).
Security.
3`d-party vendor data (i.e. LaserFiche, SharePoint, Sire, etc) should be made available to
CodeSmart in a secure fashion, but CodeSmart is not responsible for enforcing
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CodeSmart Inc a-Docs Service-I avel Agreement(Draft v1.3)
11%WW _N4601
agreements between its own Courts customers and their 3rd-party partner vendors.
Therefore, CodeSmart will download data related to the a-Docs, Hearings, and Case-
File Manager system from Court customer 3rd-party vendors even if it is provided to us in
an inherently insecure fashion. It is the customer's responsibility to ensure that their 3rd-
party vendors are working in a secure fashion with CodeSmart. Basically, CodeSmart
does not control or have leverage over any Court customer's own vendors.
3rd-party Data Transmission:
We will notify our customers in the event that we notice odd patterns in data-
transmission such as (a) no data for unusual periods of time, (b) bad data repeatedly
being transmitted, (c)too much data being transmitted. Ultimately, if the customer
wishes for CodeSmart to work collaboratively with the 3rd-party to resolve the problem,
we will do so on a case-by-case basis.
Customer Network, Document Storage Provider, or AOC System Anomalies:
There are many points of failure in the overall data pipe-line for the a-Docs, Hearings,
and Case-File Manager system. CodeSmart often plays the role of working to resolve
any break-downs in the pipeline. However, there are times when CodeSmart would have
absolutely no knowledge of such a breakdown. The following are examples that have
occurred. (a)The customer has a network outage. (b)The customer has a firewall or
browser issue that is specific to their IT environment. (c)AOC has made an upgrade to
JABS which causes a problem or outage. (d)AOC has forgotten to update their SSL
certificates and the SSL certificates have expired. (e)AOC experiences a network
outage. (f)WOWRack is running back-up power and a generator fails.
Since there are many points of failure, CodeSmart's agreed-upon metrics that are
defined in this SLA document may only be applied at the point that we are the source of
the problem. Outages within AOC, the customer's own systems, and/or the customer's
network provider's systems over a period of several days do not fall within the scope of
this SLA nor does CodeSmart assume responsibility for them.
Document Storage Synchronization Operations (Applicable to locally installed software only!):
In the case where the document-storage resides internal to the customer, CodeSmart will
provide the customer with a Windows executable program. The program is made up of more
than 3 files. One file is intended to be configured according to the unique requirements of the
customer. This file ends with a *.config file extension.
The Windows executable that CodeSmart provides to the customer will, generally speaking,
look for files located in a document storage solution, determine if they are relevant case-related
files, transmit them over HTTPS to CodeSmart's a-Docs servers, and then disconnect from the
customer's document storage system. For this reason, it is important that the customer not
expect that the data displayed in CodeSmart's a-Docs manager will be automatically
synchronized with the customer's document-storage solution. In order to update the case-
documents when making a change to your document-management data, you will need to
"refresh" the CodeSmart a-Docs external documents list.
The executable currently depends on Microsoft NET Framework 4.5 in order to execute and
perform its tasks. This may change in the future.
The executable transmits the customer's ticket data over port 443 which is a standard SSL port.
Other than allowing outbound traffic on port 443, and ensuring that the user-account running the
e-Docs, Hearings, and Case File Manager Page 7 of 10
CodeSmart Inc a-Docs Service-I Qvel Agreement(Draft 0.3)
executable has the appropriate permissions to read and delete files in the configured processing
path of the program, there is no other operational requirement of the software.
Case-File Processing Executable Maintenance (Applicable to locally installed software only!):
CodeSmart may periodically update the executable supplied to any Court customer as updates
and enhancements are developed. Given that this executable is responsible for reading the
appropriate document data, and also updating it, there may be updates or enhancements
required over time. The maintenance fee associated with any contract related to the a-Docs,
Hearings, and Case-File Manager system is partially used to ensure this component stays up-
to-date with technology changes over time.
If any Court customer wishes to disable or rebuild the server that the a-Docs, Hearings, and
Case-File Manager executable is running on, they merely need to copy all of the files associated
with the a-Docs, Hearings, and Case-File Manager executable... and place them into a directory
on the new server. There is no uninstall process, re-configuration process, or other Windows
artifacts in-place that need to be addressed. If any Court customer needs a new copy of the e-
Docs, Hearings, and Case-File Manager executable, CodeSmart will provide one for them at no
charge.
Ticket Processing Bandwidth:
CodeSmart Inc does not expect to have any difficulty processing up to the maximum allowable
number of documents that our pre-screened customers are able to accommodate. (Assuming
no more than -40,000 cases per year)
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CodeSmart Inc will be able to provide reports within a 48 hour period of exact case-volume
processing and anomalies per customer.
4.2. a-Docs, Hearings, and Case-File Manager Security
The a-Docs, Hearings, and Case-File Manager software is managed by the WOWRack Network
Support Team. [Please refer to separate CodeSmart/WOWRack Service Level Agreement]
WOWRack is responsible for the physical security, data redundancy, and other aspects of
backups and power supply necessary to maintain uptimes that meet the definition of this
Service Level Agreement. [Please refer to separate CodeSmart/WOWRack Service Level
Agreement]
CodeSmart Inc is responsible for the SSL certificate used to secure the web-based interface as
well as encryption of the case data within the SQL Server storage environment. CodeSmart Inc
is also responsible for the verification of regular data-backups and redundancy that is necessary
to avoid any data loss. However, any lost data may be recovered from multiple sources outside
of CodeSmart Inc's control. (Such as Washington State AOC or DES or the customer.)
CodeSmart Inc is also responsible for verifying the secure transmission of the case data
associated with the a-Docs, Hearings, and Case-File Manager system to the customer's servers
and to AOC's JIS.
Due to the diverse nature of groups responsible for supporting the a-Docs, Hearings, and Case-
File Manager processing system, it would be difficult to centralize a reporting mechanism to
identify outages, security-related issues, or other concerns over an extended period of time.
e-Docs, Hearings, and Case File Manager Page 8 of 10
CodeSmart Inc a-Docs Service-I Avel Agreement(Draft 0.3)
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CodeSmart will provide an annual status and security report to the Court Customer, in addition
to a status and security report in the event that any changes are made to the operating
environment of a-Docs, Hearings, and Case-File Manager. The operating environment may
include, but is not limited to: server changes, database changes, security configuration
modifications, third party vendor updates, AOC changes, WOWRack changes, or other relevant
modifications that may appear in the future. CodeSmart Inc would not be able to provide
information about the security and history of WOWRack, or other partner server environments.
CodeSmart MAY NOT ALWAYS BE INFORMED ABOUT AOC OR DOCUMENT STORAGE
SOLUTION CHANGES. Customer acknowledges this fact.
CodeSmart Inc will notify the Court Customer within 48 hours in the event of any known security
breach or compromise to the integrity of the data. If CodeSmart determines that a username or
password of a valid user for Court Customer was utilized during the security breach, we will
immediately deactivate the account and change the password prior to notifying the Court
Customer, in order to ensure that no further security breaches occur.
4.3. Bug Reporting/Tracking
CodeSmart Inc is responsible for tracking all bugs/problems associated with the a-Docs,
Hearings, and Case File Manager software or general processing of a-Docs, Hearings, and
Case-File Manager-related tickets from the customer's 3rd-party ticket vendor as needed.
CodeSmart Inc currently uses a system known as "AdminiTrack" to facilitate the reporting of
bugs. A username/password may be established for any 3`d-party wishing to provide bug-reports
on a 24x7 basis.
Bug reports may be generated from the AdminiTrack system upon request within a 48-hour
period.
5. Measuring Delivery
In the event that a customer understands the expectations defined in this Service Level
Agreement and experiences a lapse in the implementation of this SLA, the customer should
notify their management and communicate the specific items that need to be addressed.
• Recourse: If the customer notifies CodeSmart Inc. in writing of failure in whole or part of
the delivery promise, CodeSmart Inc. will devise an agreed upon written plan to remedy
the deficiency and develop a timeline with the customer to correct.
6. Updates and Enhancements to the Agreement
Overtime, this Service Level Agreement should be updated to reflect new technologies or
understandings that can provide value to the organization.
Any decision to update this Service Level Agreement must be reviewed by the appropriate roles
identified in this SLA and approved by executive management staff.
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CodeSmart Inc a-Docs Service-' -vel Agreement(Draft v1.3)
7. Glossary of Terms
AOC —Administrative Office of the Courts.
EA Group— Enterprise Architecture Group: A governing body or group within the Administrative
Office of the Courts that is responsible for the oversight and general design of Information
Technology as it relates to the agency.
Executive Management—The ISD Director or other management entity responsible for
overseeing the agency Information Services budget and project selection.
ISD — Information Services Division: A division within the Administrative Office of the Courts
responsible for the maintenance and development of Information Technology Software and
Hardware.
IT— Information Technology: A term commonly used to refer to computer software and
hardware related technologies.
PMO— Project Management Office: The group responsible for the oversight and direct
management of projects within the Administrative Office of the Courts.
DES — Department of Enterprise Services: The WA State organization responsible for receiving
and distributing all e-ticketing related data packets to other partner organizations including
WSTSC, AOC, WSP, WSDOT, DOL, etc.
Document Storage—Any solution responsible for securely storing court case files. Possible
vendors include LaserFiche, SharePoint, Sire, and others.
e-Docs, Hearings, and Case File Manager Page 10 of 10
WWW.WOWRACK.COM W O W R A C �)6
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Wowrack Service Level Agreement
This Service Level Agreement (this "SLA") describes Wowrack's commitment to providing excellent customer
satisfaction to each and every one of its customers. Wowrack understands the importance of your server or
website availability on the Internet and Wowrack will take every measure that it can in order to provide an
excellent level of service and maximum performance and uptime comparable with the best in the industry. This
SLA is provided to all Wowrack customers at no additional costs. This SLA is incorporated by reference into any
agreement you may have with Wowrack. Wowrack may modify or amend this SLA at any time by posting a revised
version at www.wowrack.com. By using the Services,you agree to the most recent version of this SLA.
Network Uptime
Wowrack guarantees that its network will be available 100%of the time in a given calendar month,subject to the
remaining provisions of this SLA. Network availability is defined by the availability of all Wowrack network
infrastructures essential to the operation of your server or service, including network hardware such as routers,
firewalls, switches and cabling. The network is unavailable when there is 100% packet loss between Wowrack's
network and the Internet, measured from the time Wowrack acknowledges the network blackout to the time
when the packet loss percentage is restored to something less than 100%. Should network availability drop under
100% under the terms of this SLA, Wowrack will credit customer 5% of the Monthly Recurring Charges for that
month for every hour of downtime(up to 75%of customer's monthly fee).
Infrastructure Uptime
Wowrack guarantees that its infrastructure will be available 100%of the time in a given calendar month,subject to
the remaining provisions of this SLA. Infrastructure availability is defined by the availability of all critical
infrastructure systems required to operate your server or service, including power, HVAC, UPS, PDU and power
cabling. Infrastructure unavailability is measured from the time Wowrack acknowledges the infrastructure
unavailability to the time when the server is once again powered on. Should infrastructure availability drop under
100% under the terms of this SLA, Wowrack will credit customer 5% of the Monthly Recurring Charges for that
month for every hour of downtime(up to 75%of customer's monthly fee).
Hardware Guarantee
Wowrack guarantees the maintenance of all of its hosting servers which includes virtual and dedicated servers.
Wowrack shall initialize the replacement of faulty hardware within 2 hours from the time Wowrack acknowledges
the problem, subject to the remaining provisions of this SLA. In the event of unavailability of identical hardware,
Wowrack shall replace the faulty hardware with temporary similar hardware in order to make the server or service
operational again. Upon the arrival of replacement hardware, Wowrack will notify the customer regarding the
option of either replacing the hardware or keeping the server running with the temporary hardware. Hardware is
defined as: CPU (processor), CPU (processor) fan, RAM (memory), Motherboard, Hard drive, video card, power
supply, and other related hardware specified during server order. Should Wowrack fail to replace faulty hardware
within the 2 hour guarantee under the terms of this SLA, Wowrack will credit customer 5% of the Monthly
Recurring Charges for every hour of downtime(up to 75%of customer's monthly fee).
Email Support Guarantee
Wowrack guarantees 1 hour email support response time for managed services customers, and 24 hour email
support response time for all other customers,subject to the remaining terms of this SLA. E-mails for support shall
be sent to supportC@wowrack.com.Should Wowrack fails to respond within said time limits under the terms of this
SLA, Wowrack will credit customer 5% of the Monthly Recurring Charges for any unanswered emails sent to
Wowrack managed support or standard support at support @wowrack.com. Customer is only entitled to 1 credit
per 24 hour period regardless of how many emails he/she sent. Customer is entitled to a maximum of 5 credits per
month.
Service Level Agreement I Wowrack 1
WWW.WOWRACK.COM W O W R A C K EO
Rhone: 206-522-4402 •` Fax: 866-969-8878
Exceptions
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of service
operations caused by or associated with:
• Conditions beyond Wowrack's reasonable control, including those resulting directly or indirectly from acts
of any governmental body, war, terrorism, sabotage, insurrection, embargo, strike or other labor
disturbances, Interruption in traffic or transportation, interruption or delay in telecommunication or third
party services, natural disaster or catastrophes, fire, flood, facility power shortages, disturbance in the
ability to obtain raw material or supplies, inability to obtain third party software and hardware and any
other circumstances beyond our reasonable control.
• Failure of data or telecommunication circuits caused by a provider's faulty network.
• Scheduled and emergency network maintenance or software/hardware upgrade.
• Network or Internet security breaches including virus/worm attack, denial of service & misuse of service
by authorized/unauthorized users.
• DNS or email issues beyond direct control of Wowrack.
• Failure of customer's own equipment.
• Customer's act of omissions or act of omissions of others associated, authorized or unauthorized by
customer, including without limitation, any negligence, willful misconduct, breach of Wowrack's terms of
service and Wowrack's acceptable usage policy.
• Inaccessible server or account due to password change.
• Non-paying or delinquent customers.
Credit Request
In order to be eligible for credit request,customer's account must be in good standing with no outstanding charges
at the time when the failure to meet the requirements of this SLA occurs. Customers are responsible for
documenting and submitting all evidence of the failure. In no event shall one claim overlap the others. Each credit
request must be received within 5 days of the failure's occurrence and must be approved by Wowrack support
team. Failure to submit a credit request in a timely manner will result in the forfeiture of the claim. Each valid
credit will be applied to an invoice of customer within two billing cycles after Wowrack's approval of customer's
credit request. Credits are exclusive of any applicable taxes charged to customer or collected by Wowrack.
Notwithstanding anything in this SLA to the contrary,the total amount credited to a customer in will not exceed
the seventy-five percent(75%)of the Monthly Recurring Charges paid by customer for such month. Wowrack shall
be the sole arbiter in determining the credit request approval.
Service Level Agreement I Wowrack 2