6South Miami
GII•pmedca0ft
CITY OF SOUTH MIAMI
OFFICE OF THE CITY MANAGER
INTER - OFFICE MEMORANDUM 2001
To: The Honorable Mayor and
Members of the Commission
Via: Roger M. Carlton, Acting City Mana
From: Bismark Figueroa / MIS Specialist Agenda Item No.:
Date: March 11, 2010, 2010
Subject: SunGard HTE Inc.
Resolution: A resolution of the Mayor and City Commission of the City of South Miami,
Florida, authorizing the City Manager to disburse the sum of $38,541.00 from
account number 001- 1340 -513 -4634 to SunGard HTE Inc. for the annual
support and upgrade of the City's AS400 and Naviline System; and provide for
an effective date.
Reason: Approval is sought through the attached resolution to issue a SunGard HTE Inc.
for the annual support and upgrade of the City's AS400 and Naviline System,
The AS400 and Naviline system is the software that in currently used by our
finance department that works in combination with our AS 400. The annual
maintenance services entitle the City to unlimited support, annual product
upgrades, download product documentations and training till September 30,
2010.
Price: $38,541.00
Source: Account 001-1340-513-4634
Documents: Proposed Resolution, SunGard THE Inc, Invoice 47866 and additional
information from SunGard HTE Inc,.
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RESOLUTION NO.
A resolution of the Mayor and City Commission of the City of South Miami, Florida,
Authorizing the City Manager to disburse the sum of $38,541.00 from account number
001 - 1340 -513 -4634 to SunGard HTE Inc. for the annual support and upgrade of the city
AS400 and Naviline system; and providing an effective date.
WHEREAS, in an effort to provide support to our AS -400 and Naviline system
and have the ability to call SunGard HTE for help if anything goes wrong with the system
a maintenance service agreement is need it.
WHEREAS, the maintenance agreement entitles the City to unlimited support 7
days a week 24 hour a day;
WHEREAS, the maintenance and warranty period have expired and a
maintenance plan is need it for support;
NOW THEREFORE BE IT RESOLVED BY THE MAYOR AND CITY
COMMISSION OF THE CITY OF SOUTH MIAMI, FLORIDA;
Section 1. That the City Manager is hereby authorized to disburse the sum of
$38,541.00 to SunGard HTE Inc. for the support and upgrade of the city AS400 and
Naviline system.
Section 2. That the payment in the amount of $38,541.00 will be charged to
account number 001 -1340 -513 -4634, entitled Repair and Maintenance Software, with a
current balance of $74,063.15
Section 3. This resolution shall take effect immediately upon approval.
PASSED AND ADOPTED this day of March, 2010.
ATTEST: APPROVED:
CITY CLERK MAYOR
READ AND APPROVED AS TO FORM
AND SUFFICIENCY:
LAURENCE FEINGOLD
CITY ATTORNEY
COMMISSION VOTE:
Mayor Stoddard:
Vice Mayor Newman:
Commissioner Palmer:
Commissioner Beasley:
Commissioner Harris:
L-iWlt -r
1000 Business Center Drive
Lake Mary, FL 32746
800 - 727 -8088
www.sungard.com/publicsector
Bill To: City of South Miami
6130 Sunset Drive
SOUTH MIAMI, FL 33143
United States
Attn: Hakeem Oshikoya 305 - 663 -6343
Invoice
Company Document No Date Page
LG 7866 16/Sep/2009 1 of 2
Ship To: City of South Miami
6130 Sunset Drive
SOUTH MIAMI, FL 33143
United States
Attn: Hakeem Oshikoya 305 - 663 -6343
Customer Grp /No. Customer Name Customer PO Number Currency Terms Due Date
1 2334LG City of South Miami USD NET30 16/Oct/2009
No SKU Code /Description /Comments
Units
Rate
Extended
Contract No. 070337
1.00
5,378.40
5,378.40
15 NAVI -Fleet Management
1.00
4,992.00
4,992,00
Maintenance Start:01 /Oct/2009, End: 30 /Sep /2010
1.00
3,488.40
3,48840
16 Navi- Asset Management ll
1.00
2,158.00
2,158.00
Maintenance Start: 01 /Oct/2009, End: 30 /Sep /2010
1.00
2,300.40
2,300.40
Maintenance Start: 01/OCY2009, End: 30 /Sep /2010
Contract No. 20020536
1.00
1,528.20
1,528.20
1 Retrofit Modification Option
8.00
100.00
800,00
Maintenance Start: 01/Oc72009, End: 30 /Sep /2010
1.00
1,101.60
1,101.60
2 HGE Client Licenses
5.00
241.92
1,209,60
Maintenance Start: 0110ot/2009, End: 30 /Sep /2010
1.00
2,797.20
2,797.20
Contract No. 20051089
3 NAVI - WorkOrders /Fac Mgmt.
1.00
5,378.40
5,378.40
Maintenance Start, 0110cf/2009, End: 30 /Sep /2010
4 NAVI - GMBA w /Extended Reporting
1.00
3,488.40
3,48840
Maintenance Start: 01/Oct/2009, End: 30 /Sep /2010
5 NAVI- PURCHASING INVENTORY
1.00
2,300.40
2,300.40
Maintenance Start: 01/OCY2009, End: 30 /Sep /2010
6 NAVI - Accounts Receivable
1.00
1,528.20
1,528.20
Maintenance Start 01/Oct/2009, End: 30 /Sep /2010
7 NAVI - Cash Receipts
1.00
1,101.60
1,101.60
Maintenance Start: 01 /Oct/2009, End: 30 /Sep /2010
8 NAVI - Payroll /Personnel
1.00
2,797.20
2,797.20
Maintenance Start: 01/OCt/2009, End: 30 /Sep /2010
9 NAVI - Occupational Licenses
1.00
1,101.60
1,101,60
Maintenance Start: 01 /Oct/2009, End: 30 /Sep /2010
10 NAVI -Cade Enforcement
1.00
1,279.80
1.279.80
Maintenance Start: 01/OcV2009, End: 30 /Sep /2010
11 NAVI - Customer Information Systems
1.00
5,108,40
5,108,40
Page Total
33,243,60
1000 Business Center Drive
Lake Mary, FL 32746
800 - 727 -8088
www.sungard.com/publicsector
Bill To: City of South Miami
6130 Sunset Drive
SOUTH MIAMI, FL 33143
United States
Attn: Hakeem Oshikoya 305 - 663 -6343
Invoice
Company Document No Date Page
LG 7866 16 /Sep /2009 2 of 2
Ship To: City of South Miami
6130 Sunset Drive
SOUTH MIAMI, FL 33143
United States
Attn: Hakeem Oshikoya 305 - 663.6343
Customer Grp /No. Customer Name Customer PO Number Currency Terms Due Date
1 2334LG City of South Miami USD NET30 16/00V2009
No
SKU CodelDescription /Comments
Units
Rate
Extended
Sales Tax
Maintenance Start: 01 /Oct/2009, End: 30 /Sep 12010
Invoice Total
38,541.00
12
NAVI- Building Permits
1,00
3,061,80
3,061.80
Balance Due
Maintenance Start: 01/Oct/2009, End: 30 /Sep /2010
13
Naviline -Land /Parcel Management
1.00
85320
853.20
Maintenance Start 0110ct/2009, End: 30 /Sep /2010
14
NAVI -DMS - Document Management Services
1.00
1,382.40
1,382,40
Maintenance Start: 01/00t/2009, End: 30 /Sep /2010
romp Payment I o: Sunuarc Public Sector Inc.
Bank of America
12709 Collection Center Drive
Chicago, IL 60693
PSA Reference Number:
Page Total 5,297.40
Subtotal
38,541.00
Sales Tax
0.00
Invoice Total
38,541.00
Payment Received
0.00
Balance Due
38,541.00
Figueroa, Bismark
From: Jenne Mullins Denna.mullins @sungardps.com]
Sent: Wednesday, March 10, 2010 3:19 PM
To: Figueroa, Bismark
Subject: Sungard HTE Account - City of South Miami
Attachments: Maintenance Fees - Its not just the call.docx; South Miami 7866.pdf
Good Afternoon,
Per our conversation 1 have attached documentation of what your maintenance dollars cover. If your agency wishes to
cancel support please take into consideration that the period started October 1, 2009 so if cancelled this month we will
bill your agency for October— March support fees. Also by cancelling (not renewing) your support you will not have the
ability to call us for help should anything go wrong with your system.
If you do not wish to continue paying for support I will need your written cancellation request by March 15th, 2010. If you
do wish to keep your support we will need payment in full of this invoice no later than March 29th.
If I can be of further assistance please don't hesitate to contact me.
Thank you
Jenne
Jenna Mullins '* Sun Gard Public Sector *1000 Business Center Drive *Lake Mary, FL 32746 *Direct 407 - 304 -3130 *Toll Free 1- 800 - 727 -8088 *
Fox 407-304-1045 07- 304 -1045 045 *Jenna.Mullins@SUnGardPS.com
= `Please consider the environment before printing this email
SunGard Public Sector Annual Maintenance Services
The first 120 days of maintenance are included in the licensed program fees. After the
warranty period, a maintenance plan is offered that entitles you to the following services:
Unlimited 24/7 Product Support
Your maintenance agreement entitles you to unlimited support using our toll -free support
line, 7 days a week, 24 hours a day. Our trained Customer Support Representatives are
ready to handle your issues promptly and professionally. Additionally, each application
group has a Customer Support Leader who is responsible for overseeing and managing
the day -to -day customer support activities within each application area. Additional
support options included in your maintenance agreement are described below.
Customer Support Website
The SunGard Public Sector corporate
web site features an online password -
protected support web site personalized
for each customer. The site enables
customers to:
♦ Submit support cases and view
status
♦ Request available product
upgrades
♦ Download product
documentation
ONESolutpni3l
Welcome to the SunGard Public Sector MyNava- Ine.com Web
Portal!
♦ Register for continuing
education classes
♦ Share ad hoc reports with other users
2009 Year End (YE) IntorrnoWn
The service is free to all customers with maintenance agreements and requires only a
quick visit to www.mnaviline.com to register.
e- Support
This e -mail notification system is designed to alert customers to critical support
programming issues that could possibly affect day -to -day business operations. The e-
mail contains information about the support issue, the possible effects, and any steps
available that could be taken in order to work around the issue. The e -mail alert also lets
you know when the issue has been resolved and when it will be available.
Support Tracking
Each support issue we receive through the web or over the phone is thoroughly
documented in our CRM tracking system. Each question or issue is assigned a priority
code, and a unique case number is issued for future reference. Daily, weekly, and
monthly reports produced from our Customer Relationship Management (CRM) tracking
-
system, alert management to recurring problems and training issues and enable root cause
analysis.
Response Goals
We use a 4- priority code system to help distinguish the level of urgency for each issue.
Our number one priority is to continually support you in your use of SunGard Public
Sector software and services. Our support personnel follow corporate guidelines based
on the urgency of the issue. The following chart shows the different priority levels of a
new or existing issue.
Priority
Description
Response
Type
Goal
1- Urgent
A support issue is considered Urgent when it produces an emergency
1 hour
situation in which the SunGard Public Sector Licensed Program(s) is not
performing a process which has caused a complete work stoppage and
no workaround exists, revenue is impacted, or data is corrupted.
2 -High
A support issue is considered High when it prevents the completion of
2 hours
critical processes where an "acceptable" workaround is NOT available.
Acceptable" is defined as a workaround that is not cumbersome or time -
consuming.
3- Medium
A support issue is considered Medium when it hinders the completion of
4 hours
a critical process where an Acceptable "workaround is available. An
issue that is non - critical and no workaround is available will be
considered Medium priority.
4 -Low
A support issue is considered Low when it does not affect processing.
24 hours
This may include cosmetic issues, general questions, and how to use
certain features of the system.
SunGard Public Sector has a stated goal to resolve a critical issue within 24 hours or to
provide a resolution plan for critical issues within 24 hours of the issue being reported.
Remote Customer Support
We offer two types of remote customer support that enable our support staff to connect to
your system: traditional phone connections or an Internet connection. This eliminates the
need for you to send us libraries and files or have support staff onsite.
During the initial installation process, our technical consultants will set up the link that
allows your system and ours to communicate. This link is a crucial factor in our ability to
provide rapid problem resolution. To take advantage of our remote customer support
services, you will need:
♦ A communications adapter
♦ An EIA adapter interface
♦ A modem
♦ An Internet service provider (Internet connection only)
Extranet
The SunGard Public Sector Extranet enables customers with Internet service to establish
a connection to SunGard Public Sector support systems at more than 50 times the speed
..
of analog dial -up methods available today, depending on their connection to the Internet.
This fast, reliable support avoids dropped connections, long transfer times, and reliability
issues inherent in lengthy long distance analog phone calls. In addition, it eliminates the
variable and hard -to- budget costs of long distance calls. The Extranet provides high-
speed access to Program Temporary Fixes (PTFs), eliminating the need to track and
return expensive tape media. Customers can also receive cumulative SunGard Public
Sector PTFs using the Extranet and install them without a tape load.
Support Team
Members of the SunGard Public Sector Support staff have achieved the following
certifications:
CSP Certification teaches practical skills in effective communication, telephone
and online professionalism, questioning techniques, teamwork, and support tools,
among others.
e CSS Certification focuses on advanced problem resolution techniques and
modules on metrics, knowledge management, mentoring, and project
management, teamwork and work expectations for those in team leader or
supervisory roles.
Successful completions of the CSP and CSS exams result in recognition by the foremost
certification board in the service and support industry. This recognition illustrates how
the SunGard Public Sector support staff consists of professionals who have mastered the
skills necessary for outstanding support.
Enhancements
On an ongoing basis SunGard Public Sector provides both point and major releases.
These releases are provided to all customers with current maintenance agreement.
SunGard Public Sector has a long history of upgrading customers to new product
versions and new technologies. Routine release updates are highly automated with pre-
load and post -load processing being automatically triggered, as appropriate. Major new
versions, technology -based or otherwise, are planned and coordinated with customers.
SunGard Distribution Services provides personalized installation instructions as well as
environment evaluations and new version planning guides.
Training, conversion, testing, and any other appropriate activities are accommodated. In
each case, beta customers or beta sites are used to work through final quality and
implementation issues before general release.
Current customers, prospective customers, the marketing process, the SunGard Public
Sector Users Group, and various professional organizations provide valuable feedback on
new and changing application requirements. The most important of these, based on
customer and market demand, is factored into the SunGard Public Sector development
plan.
We offer a software installation service through our Distribution Services Department to
save your personnel from taking the time to install new upgrades and PTF loads. This
service handles the loading of SunGard Public Sector software onto your System i5
system. SunGard Public Sector staff can perform the software installation onsite or
remotely. Additional information and costs are available on request.
SunGard Public Sector Account Management Team
Our commitment to customers is to ensure the success of our partnership. Our Account
Management team complements our Total Enterprise Solution by providing superior
customer service.
Once you are live on your SunGard Public Sector software applications, our Account
Management team becomes your main point of contact with SunGard Public Sector.
Your representative will work with you to find answers to your support, training, project
management, administrative, and marketing questions.
The SunGard Public Sector Account Management team surveys customers periodically to
measure our performance. This is your opportunity to share your areas of concern,
comments or suggestions with us. The results of our surveys are reported to management
for review and action. Our goal is to satisfy your changing requirements.
Online Newsletter
The SunGard Public Sector online newsletter contains news, product information,
training schedules, and practical hands -on technical articles about SunGard Public Sector
applications. It is published quarterly and e- mailed to our subscriber list. Anyone in
your organization who has an e -mail address can subscribe to it.
What's included in Maintenance?
• Periodic Releases
• Personalized Installation Instructions
• Encrypted Support Tools
• MyNaviLine Web Support Portal