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Home My WebLink AboutContract4XDGUDQW6\VWHPV//&6XSSRUW$JUHHPHQW 6XSSRUW6HUYLFHV)RU5$6:,16RIWZDUH &LW\RI5HQWRQ:$ This AGREEMENT between Quadrant Systems LLC (Quadrant) and The City of Renton, WA (CITY) details the support services Quadrant will provide for the Receipt Accounting System For Windows (RASWIN). This Agreement covers the period January 1st , 2022 to December 31st, 2022, and annual extensions. 6XSSRUW6HUYLFHV a. Standard Support Hours: Quadrant Systems LLC (QUADRANT) normal office hours are Monday – Friday, 8 am to 5pm, MST. QUADRANT’s offices are located in Tucson, Arizona. Arizona does observe Daylight Savings Time. QUADRANT observes standard US Government holiday periods (e.g., Thanksgiving, Christmas, Memorial Day, etc). If support services are required outside normal services hours, please contact QUADRANT to make special arrangements. Contact Methods: Phone: 520-299-9741 Email: support@quadrant-systems.com b. The CITY can access the QUADRANT website for release notes, software update downloads, online user manual, and other related support information. The website address is: www.quadrant-systems.com c. QUADRANT may use remote access methods to connect the CITY’s computer systems, assuming the required software, hardware and local policies permit such remote accecss. QUADRANT will NEVER initiate such access without working with local CITY staff to do so. d. The CITY may notify QUADRANT of operational problems using QUADRANT’s voice line or email. e. The CITY agrees to provide detailed information regarding reported problems so that QUADRANT can fully understand the problem and duplicate the setup and operational conditions leading to the problem. QUADRANT may request certain log files maintained by the RASWIN software, as well as specific data from the database maintained by the software. Tools to export the data are built into the software. This data can be sent to QUADRANT via email or via direct upload to QUADRANT’s web server. 6XSSRUW$JUHHPHQW3DJHRI CAG-22-036 f. QUADRANT will exercise its best efforts to duplicate reported problems and promptly provide instructions or program revisions to correct reproducible program errors. Most issues are resolved within 12-24 hours, provided sufficient description of the problem is provided, along with any requested data required to duplicate it. g. The CITY shall designate a primary and secondary user contact. To the maximum extent feasible, it is expected that support requests to QUADRANT will be made by either the primary or secondary contact. Primary Contact Name: ____________________________ Primary Contact Phone: ____________________________ Primary Contact Email: ____________________________ Secondary Contact Name: ____________________________ Secondary Contact Phone: ____________________________ Secondary Contact Email: ____________________________ 6XSSRUW6HUYLFHV1RW3URYLGHGDVSDUWRIWKLV$*5((0(17 a. Software support services do not include setup or support of CITY computer hardware, network operating systems, workstation operating systems (e.g., Windows), etc. For any hardware supplied by QUADRANT (e.g., receipt printers, bar-code readers, cash drawers) the manufacturer’s warranty and support services apply. b. Software support services do not include extensive training of CITY personnel related to operating the supported software. If training or re-training is required, due to changes in CITY personnel, QUADRANT will provide a written estimate of the cost of such services prior to providing them. c. Software support services do not include provision of program modifications intended to modify the operational characteristics or program outputs that may be requested by the CITY. Support services do not include travel and living expenses that QUADRANT may incur at the request of the CITY, or hourly or daily fees associated with any services not covered by this AGREEMENT as may be requested by the CITY. d. In the event that any projected costs are anticipated that are not covered by the support agreement, QUADRANT will provide a written estimate of such charges and expenses in advance of incurring any such expenses and will require written approval or a purchase order for such expenses prior to provision of any program modification or on-site support services. Such expenses will be based on actual travel/living expenses and QUADRANT’s then current hourly/daily support services rates. 6XSSRUW$JUHHPHQW3DJHRI Crystal Stanton cstanton@rentonwa.gov David Lemenager 425.430.6882 dlemenager@rentonwa.gov 425.430.6883 *HQHUDO,QIRUPDWLRQ a. QUADRANT is the sole supplier of RASWIN software support and maintenance services. b. Annual Support Fees are subject to review and adjustment based on such factors as: 1. The level of support required by the CITY based on the prior year’s operating experience. 2. The number of operational systems installed at CITY locations. Installation of additional systems may result in additional annual support fees in proportion to the current support cost per workstation. )HHV5HQHZDO a. QUADRANT will annually invoice in early December before the period January 1st to December 31st of each year. Support will be suspended if the invoice is not paid by January 31st., If the CITY desires to extend the support services this AGREEMENT can be extended by paying the invoiced amount. b. The support fee for the period defined above is $2,100.00. c. The annual support fee will increase in line with the official US BLS Consumer Price Index published nearest to the date of the renewal invoice. d. Either party may terminate this agreement at any time without cause upon thirty (30) days written notice to the other. e. If Quadrant terminates the support services, a refund will be made on a pro rata basis for the remaining months of the agreement. f. Termination of the AGREEMENT by the CITY will not entitle the CITY to a refund of any fees paid to QUADRANT except as mutually agreed, in writing, to prior to such termination. 6HYHUDELOLW\ a.,IDQ\SURYLVLRQLQWKLV$*5((0(17LVGHWHUPLQHGWREHLQYDOLGXQGHUDQ\ DSSOLFDEOHVWDWXWHRUUXOHRIODZLWVKDOOEHGHHPHGRPLWWHGDQGWKHUHPDLQLQJ SURYLVLRQVVKDOOFRQWLQXHLQIXOOIRUFHDQGHIIHFW 6XSSRUW$JUHHPHQW3DJHRI 7KHSDUWLHVWRWKLV$*5((0(17VLJQLI\E\DIIL[LQJWKHLUDXWKRUL]HGVLJQDWXUHVKHUHWR WKDWWKH\KDYHUHDGDQGDJUHHWRWKHWHUPVDQGFRQGLWLRQVRIWKLVDJUHHPHQW For: QUADRANT _______________________ Michael Novack President Date: 12/20/2021 For the CITY: _____________________________ Printed Name: __________________ Title: ________________________ Date:___________ 6XSSRUW$JUHHPHQW3DJHRI " !