HomeMy WebLinkAbout05/02/2023 11. Resolution awarding and authorizing an agreement with Tyler Technologies for Payroll Enterprise ERP Software 1
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BUSINESS OF THE CITY COUNCIL
YAKIMA, WASHINGTON
AGENDA STATEMENT
Item No. 11.
For Meeting of: May 2, 2023
ITEM TITLE: Resolution awarding and authorizing an agreement with Tyler
Technologies for Payroll Enterprise ERP Software
SUBMITTED BY: *Jennifer Ferrer-Santa Ines, Director of Finance & Budget
Christina Payer, Buyer I I
SUMMARY EXPLANATION:
The City of Yakima desires to purchase off Sourcewell Contract 090320-TTI to procure
Enterprise ERP software functionality from Tyler, which Tyler agrees to deliver pursuant to the
Sourcewell Contract and under the terms and conditions as found in agreement.
ITEM BUDGETED: Yes
STRATEGIC PRIORITY: Public Trust and Accountability
APPROVED FOR SUBMITTAL BY THE CITY MANAGER
RECOMMENDATION:
Adopt Resolution
ATTACHMENTS:
Description Upload Date Type
❑ Resolution Agreement Tyler Technologies 4/25/2023 Resolution
0 Agreement Tyler Technologies 4/25/2023 Contract
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RESOLUTION NO. R-2023-
A RESOLUTION awarding and authorizing an agreement with Tyler Technologies for
Payroll Enterprise ERP Software.
WHEREAS, the City of Yakima is a member of Sourcewell (formerly known as National
Joint Powers Alliance) ("Sourcewell") under member number 203429; and
WHEREAS, Tyler participated in the competitive bid process in response to Sourcewell
RFP#090320 by submitting a proposal, on which Sourcewell awarded Tyler a Sourcewell
contract, numbered 090320-TTI (hereinafter, the "Sourcewell Contract"); and
WHEREAS, documentation of the Sourcewell competitive bid process, as well as Tyler's
contract with and pricing information for Sourcewell is available at https://sourcewell-
mn.gov/cooperativepurchasing/; and
WHEREAS, the City of Yakima desires to purchase off the Sourcewell Contract to
procure Enterprise ERP software functionality from Tyler, which Tyler agrees to deliver pursuant
to the Sourcewell Contract and under the terms and conditions as found in agreement; and
WHEREAS, Client selected Tyler to provide certain products and services set forth in
the Investment Summary, including providing Client with access to Tyler's proprietary software
products, and Tyler desires to provide such products and services under the terms of this
Agreement; now, therefore,
BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF YAKIMA:
The City Manager is hereby authorized to execute an Agreement with Tyler
Technologies for Enterprise ERP Software, attached hereto and incorporated herein by this
reference.
ADOPTED BY THE CITY COUNCIL this 2nd day of May, 2023.
Janice Deccio, Mayor
ATTEST:
Sonya Clear Tee, City Clerk
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SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client is a member of Sourcewell (formerly known as National Joint Powers Alliance)
("Sourcewell") under member number 203429 .
WHEREAS,Tyler participated in the competitive bid process in response to Sourcewell RFP#090320 by
submitting a proposal, on which Sourcewell awarded Tyler a Sourcewell contract, numbered 090320-TTI
(hereinafter,the "Sourcewell Contract");
WHEREAS, documentation of the Sourcewell competitive bid process, as well as Tyler's contract with
and pricing information for Sourcewell is available at https://sourcewell-mn.gov/cooperative-
purchasing/; and
WHEREAS, Client desires to purchase off the Sourcewell Contract to procure Enterprise ERP software
functionality from Tyler,which Tyler agrees to deliver pursuant to the Sourcewell Contract and under
the terms and conditions set forth below;
WHEREAS, Client selected Tyler to provide certain products and services set forth in the Investment
Summary, including providing Client with access to Tyler's proprietary software products, and Tyler
desires to provide such products and services under the terms of this Agreement;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement,Tyler and Client agree as follows:
SECTION A-DEFINITIONS
• "Agreement" means this Software as a Service Agreement.
• "Business Travel Policy" means our business travel policy. A copy of our current Business Travel
Policy is attached as Schedule 1 to Exhibit B.
• "Client" means City of Yakima,Washington.
• "Data" means your data necessary to utilize the Tyler Software.
• "Data Storage Capacity" means the contracted amount of storage capacity for your Data
identified in the Investment Summary.
• "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.
• "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. If Exhibit A
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contains Enterprise Permitting& Licensing labeled software, defined users mean the maximum
number of named users that are authorized to use the Enterprise Permitting& Licensing labeled
modules as indicated in the Investment Summary.
• "Developer" means a third party who owns the intellectual property rights to Third Party
Software.
• "Documentation" means any online or written documentation related to the use or
functionality of the Tyler Software that we provide or otherwise make available to you, including
instructions, user guides, manuals and other training or self-help documentation.
• "Effective Date" means the date by which both your and our authorized representatives have
signed the Agreement.
• "Force Majeure" means an event beyond the reasonable control of you or us, including,without
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.
• "Investment Summary" means the agreed upon cost proposal for the products and services
attached as Exhibit A.
• "Invoicing and Payment Policy" means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
• "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.
• "SaaS Fees" means the fees for the SaaS Services identified in the Investment Summary.
• "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.
• "SLA" means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
• "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.
• "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.
• "Third Party Hardware" means the third party hardware, if any, identified in the Investment
Summary.
• "Third Party Products" means the Third Party Software and Third Party Hardware.
• "Third Party SaaS Services" means software as a service provided by a third party, if any,
identified in the Investment Summary.
• "Third Party Services" means the third party services, if any, identified in the Investment
Summary.
• "Third Party Software" means the third party software, if any, identified in the Investment
Summary.
• "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
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indicated at Exhibit D.
• "Tyler" means Tyler Technologies, Inc., a Delaware corporation.
• "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.
• "we","us","our" and similar terms mean Tyler.
• "you"and similar terms mean Client.
SECTION B-SAAS SERVICES
1. Rights Granted. 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(9). The foregoing notwithstanding,to the extent we have sold you
perpetual licenses for Tyler Software, if and listed in the Investment Summary,for which you are
receiving SaaS Services,your rights to use such Tyler Software are perpetual, subject to the terms
and conditions of this Agreement including,without limitation, Section B(4). We will make any such
software available to you for download.
2. SaaS Fees. You agree to pay us the SaaS Fees. Those amounts are payable in accordance with our
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 H(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.
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
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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(9), below,the SLA and our then current
Support Call Process.
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 1 hour 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 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
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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.
6.6 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.
6.7 We provide secure Data transmission paths between each of your workstations and our servers.
6.8 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.
6.9 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/a bout-
us/compliance, and in the event of any change in our status,will comply with applicable notice
requirements.
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 Statement of Work.
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 payable in accordance with our Invoicing and
Payment Policy. You acknowledge that the fees stated in the Investment Summary are good-faith
estimates of the amount of time and materials required for your implementation. We will bill you
the actual fees incurred based on the in-scope services provided to you. 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 interface estimates) required for
the project based on our understanding of the specifications you supplied. 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.
4. Cancellation. If travel is required,we will make all reasonable efforts to schedule travel for our
personnel, including arranging travel reservations,at least two (2)weeks in advance of
commitments. Therefore, if you cancel services less than two (2)weeks in advance (other than for
Force Majeure or breach by us),you will be liable for all (a) non-refundable expenses incurred by us
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on your behalf, and (b) daily fees associated with cancelled professional services if we are unable to
reassign our personnel. We will make all reasonable efforts to reassign personnel in the event you
cancel within two (2)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 full and free 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. 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
to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
9. 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:
9.1 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);
9.2 provide support during our established support hours;
9.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software, if any, in order to provide maintenance and support services;
9.4 make available to you all releases to the Tyler Software (including updates and enhancements)
that we make generally available without additional charge to customers who have a
maintenance and support agreement in effect; and
9.5 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
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to maintain a high-speed Internet connection capable of connecting us to your PCs and server(s). You
agree to provide us with a login account and local administrative privileges 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 full and free access
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 our normal business 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.
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
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the Investment Summary per our Invoicing and Payment Policy,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 thirty(30) 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 fifteen (30)days of notice of our intent to do so.
SECTION F-TERM AND TERMINATION
1. Term. The initial term of this Agreement is three (3)years, commencing on the first day of the first
month following the Effective Date, 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
at our then-current SaaS Fees unless terminated in writing by either party at least sixty(60)days
prior to the end of the then-current renewal term. 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 Termination for Convenience
The City may terminate this Agreement,without cause, by providing 30 days written notice of
termination.
2.3.1 Fees for Termination without Cause during Initial Term. If you terminate this Agreement
during the Initial Term for any reason other than cause, Force Majeure, or lack of
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appropriations,or if we terminate this Agreement during the Initial Term for your failure
to pay SaaS Fees,you shall pay us the following early termination fees:
2.3.1.1 if you terminate during the first year of the Initial Term, 100%of the SaaS Fees
through the date of termination plus 25%of the SaaS Fees then due for the
remainder of the Initial Term; and
2.3.1.2 if you terminate during the second year of the Initial Term, 100%of the SaaS
Fees through the date of termination plus 15%of the SaaS Fees then due for the
remainder of the Initial Term; and
2.3.1.3 if you terminate after the second year of the Initial Term, 100%of the SaaS Fees
through the date of termination plus 10%of the SaaS Fees then due for the
remainder of the Initial Term.
2.4 Change in Funding. In addition to the above termination provisions, if the funds upon which the
City relied to establish this Agreement are withdrawn, reduced, or limited, or if additional or
modified conditions are placed on such funding, such that the funds are no longer sufficient to
utilize the SaaS Services,the City may terminate this Agreement by providing at least twenty
(20) business days written notice to Tyler. The termination shall be effective on the date
specified in the notice of termination. The City will not be entitled to a refund or offset of
previously paid, but unused SaaS Fees.
2.5 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.
3. Return of Data. Upon expiration or termination of this Agreement,and upon reasonable advance
notice,Tyler shall promptly make all Data available to you 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.
SECTION G-INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 We will defend you against any third party claim(s)that the Tyler Software or Documentation
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). You must notify us promptly in writing of the claim and give us sole control over its
defense or settlement. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
1.2 Our obligations under this Section G(1)will not apply to the extent the claim or adverse final
judgment is based on your use of the Tyler Software in contradiction of this Agreement,
including with non-licensed third parties,or your willful infringement.
1.3 If we receive information concerning an infringement or misappropriation claim related to the
Tyler Software,we may,at our expense and without obligation to do so, either: (a) procure for
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you 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 you will stop running the allegedly infringing Tyler Software
immediately. Alternatively,we may decide to litigate the claim to judgment, in which case you
may continue to use the Tyler Software consistent with the terms of this Agreement.
1.4 If an infringement or misappropriation claim is fully litigated and your 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 we consent),we will,at our 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 your exclusive remedy for third party copyright, patent,or
trademark infringement and trade secret misappropriation claims.
2. General Indemnification.
2.1 We will indemnify and hold harmless you and your 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 our negligence or willful misconduct;or(b) our violation of PCI-DSS requirements or a
law applicable to our performance under this Agreement. You must notify us promptly in
writing of the claim and give us sole control over its defense or settlement. You agree to
provide us with reasonable assistance, cooperation, and information in defending the claim at
our expense.
2.2 To the extent permitted by applicable law,you will indemnify and hold harmless us and our
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
personal injury or property damage to the extent caused by your negligence or willful
misconduct;or(b)your violation of a law applicable to your performance under this Agreement.
We will notify you promptly in writing of the claim and will give you sole control over its defense
or settlement. We agree to provide you with reasonable assistance, cooperation,and
information in defending the claim at your expense.
3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,WE HEREBY DISCLAIM 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.CLIENT UNDERSTANDS AND AGREES THAT TYLER
DISCLAIMS ANY LIABILITY FOR ERRORS THAT RELATE TO USER ERROR.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT,
OUR 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
YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED(A) DURING THE INITIAL TERM,AS SET FORTH
IN SECTION F(1),TOTAL FEES PAID AS OF THE TIME OF THE CLAIM;OR(B) DURING ANY RENEWAL
TERM,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
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OF THE FAILURE OF AN ESSENTIAL PURPOSE OF ANY REMEDY. THE FOREGOING LIMITATION OF
LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO SECTIONS G(1)AND G(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT,OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement,we agree to maintain
the following levels of insurance: (a) Commercial General Liability of at least$1,000,000; (b)
Automobile Liability of at least$1,000,000; (c) Professional Liability of at least$1,000,000; (d)
Workers Compensation complying with applicable statutory requirements; and (e) Excess/Umbrella
Liability of at least$5,000,000. We will add you as an additional insured to our Commercial General
Liability and Automobile Liability policies,which will automatically add you as an additional insured
to our Excess/Umbrella Liability policy as well. We will provide you with copies of certificates of
insurance upon your written request.
SECTION H-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 twelve (12) months from the Effective Date by executing a
mutually agreed addendum. If no rate is provided in the Investment Summary, or those twelve (12)
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.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for twelve (12) 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 within Yakima County
in accordance with the laws of the State of Washington. If both parties consent in writing,other
available means of dispute resolution may be implemented. 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
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applicable, arising from our performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for
employment concerning the performance of our responsibilities under this Agreement. This
discrimination prohibition will apply to all matters of initial employment,tenure, and terms of
employment, or otherwise with respect to any matter directly or indirectly relating to employment
concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that
is unrelated to the individual's ability to perform the duties of a particular job or position, height,
weight, marital status, or political affiliation. We will post,where appropriate, all notices related to
nondiscrimination as may be required by applicable law.
6. [-Verify. We have complied, and will comply,with the [-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld.
8. Binding Effect; No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s) or permitted assign(s). Neither party may assign this Agreement
without the prior written consent of the other party; provided, however,your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition,or
purchase of substantially all of our assets.
9. 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.
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you
and us. No third party will be deemed a beneficiary of this Agreement, and no third party will have
the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third Party Terms.
11. Entire Agreement;Amendment. This Agreement represents the entire agreement between you and
us with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations,whether written, oral, expressed, implied, or statutory. Purchase orders
submitted by you, if any, are for your 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.
12. Severability. If any term or provision of this Agreement is held invalid or unenforceable,the
remainder of this Agreement will be considered valid and enforceable to the fullest extent
permitted by law.
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
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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.
14. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part of this Agreement,such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and 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. The consequences
for the failure to receive a notice due to improper notification by the intended receiving party of a
change in address will be borne by the intended receiving party.
16. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
17. 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 legitimate disclosure request under the open records laws or similar
applicable public disclosure laws governing this Agreement; provided, however,that in the
event you receive an open records or other similar applicable request,you will give us
prompt notice and otherwise perform the functions required by applicable law.
18. Quarantining of Client Data. Some services provided by Tyler require us to be in possession of your
Data. In the event we detect malware or other conditions associated with your Data that are
reasonably suspected of putting Tyler resources or other Tyler clients' data at risk,we reserve the
absolute right to move your Data from its location within a multi-tenancy Tyler hosted environment
to an isolated "quarantined" environment without advance notice. Your Data will remain in such
quarantine for a period of at least six(6) months during which time we will review the Data, and all
traffic associated with the Data,for signs of malware or other similar issues. If no issues are
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detected through such reviews during the six(6) month period of quarantine,we will coordinate
with you the restoration of your Data to a non-quarantined environment. In the event your Data
must remain in quarantine beyond this six(6) month period through no fault of Tyler's,we reserve
the right to require payment of additional fees for the extended duration of quarantine. We will
provide an estimate of what those costs will be upon your request.
19. Business License. In the event a local business license is required for us to perform services
hereunder,you will promptly notify us and provide us with the necessary paperwork and/or contact
information so that we may timely obtain such license.
20. Governing Law. This Agreement shall be governed by and construed in accordance with the laws of
the State of Washington.
21. Venue.The venue for any judicial action to enforce or interpret this Agreement shall lie in a court of
competent jurisdiction in Yakima County,Washington.
22. 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.
23. Cooperative Procurement. To the maximum extent permitted by applicable law,we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. We reserve
the right to negotiate and customize the terms and conditions set forth herein, including but not
limited to pricing,to the scope and circumstances of that cooperative procurement.
24. Data & Insights Solution Terms. Your use of certain Tyler solutions includes Tyler's Data & Insights
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-sass-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.
25. Contract Documents. This Agreement includes the following exhibits:
Exhibit A Investment Summary
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
Schedule 1: Hyperlinked Terms
Schedule 2: DocOrigin Terms
Exhibit E Statement of Work
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IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as
of the date(s) set forth below.
Tyler Technologies, Inc. City of Yakima,Washington
By: By:
Name: Name:
Title: Title:
Date: Date:
Address for Notices: Address for Notices:
Tyler Technologies, Inc. City of Yakima
One Tyler Drive 129 North 2nd Street
Yarmouth, ME 04096 Yakima,Washington 98901-2637
Attention: Chief Legal Officer Attention:
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Exhibit A
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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
t I e r Quoted By: Kyle M.Johnson
•
% Quote Expiration: 12/29/23
•• technologies Quote Name: City of Yakima-ERP-Munis(HCM
only)
Quote Description: 3-3-23 City of Yakima, WA v.13
HCM
Saas Term 3.00
Sales Quotation For:
City of Yakima
129 N 2nd St
Yakima WA 98901-2637
Phone:5095756000
Tyler SaaS and Related Services
Description Qty Imp. Hours Annual Fee
Financial Management
General Ledger(Limited Use) 1 72 $ 9,598.00
Human Resources Management
Human Resources &Talent Management 1 72 $ 20,950.00
Payroll w/ESS 1 160 $ 29,053.00
Time &Attendance w Mobile Access- Up to 750 Employees 1 232 $ 23,000.00
Content Management
Content Manager Core(Limited Use) 1 32 $ 10,284.00
Data Insights
Enterprise Analytics and Reporting(Limited Use) w Executive Insights 1 52 $ 17,475.00
Additional
Enterprise Forms Processing(including Common Form Set) 1 0 $ 7,102.00
Sub-Total: $ 117,462.00
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Exhibit A
Less Discount: $ 11,746.00
TOTAL 620 $ 105,716.00
Professional Services
Description Quantity Unit Price Ext Discount Extended Price Maintenance
Additional Remote Hours As Needed 40 $ 185.00 $ 0.00 $7,400.00 $0.00
Project Management 96 $ 185.00 $ 0.00 $ 17,760.00 $0.00
Conversions—See Detailed Breakdown Below $ 21,800.00 $0.00
Onsite Implementation 312 $ 210.00 $0.00 $ 65,520.00 $0.00
Remote Implementation 308 $ 185.00 $0.00 $ 56,980.00 $0.00
TOTAL $ 169,460.00 $ 0.00
Summary One Time Fees Recurring Fees
Total Tyler License Fees $0.00 $ 0.00
Total SaaS $0.00 $ 105,716.00
Total Tyler Services $ 169,460.00 $ 0.00
Total Third-Party Hardware,Software, Services $0.00 $ 0.00
Summary Total $ 169,460.00 $ 105,716.00
Contract Total $486,608.00
Estimated Travel Expenses excl in Contract
Total $ 18,850.00
Unless otherwise indicated in the contract or amendment thereto,pricing for optional items will be held
For six (6) months from the Quote date or the Effective Date of the Contract,whichever is later.
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Exhibit A
Customer Approval: Date:
Print Name: P.O.#:
Al!Primary values quoted in US Dollars
Detailed Breakdown of Conversions (Included in Summary Total)
Description Qty Unit Price Unit Discount Extended Price
Accounting
AC Standard COA 1 $ 2,000.00 $0.00 $ 2,000.00
Payroll
HR Human Resources- PM Action History up to 5 years 1 $ 2,000.00 $0.00 $ 2,000.00
HR Human Resources- Position Control 1 $ 2,000.00 $0.00 $ 2,000.00
PR Payroll -Accrual Balances 1 $ 2,500.00 $0.00 $ 2,500.00
PR Payroll -Accumulators up to 5 years 1 $ 2,000.00 $0.00 $ 2,000.00
PR Payroll -Check History up to 5 years 1 $ 2,000.00 $0.00 $ 2,000.00
PR Payroll - Deductions 1 $ 2,800.00 $0.00 $ 2,800.00
PR Payroll - Earning/Deduction Hist up to 5 years 1 $ 3,500.00 $0.00 $ 3,500.00
PR Payroll -Standard 1 $ 3,000.00 $0.00 $ 3,000.00
TOTAL $21,800.00
Tyler Annual Discount Detail (Excludes Optional Products)
Annual Fee
Description Annual Fee Discount Annual Fee Net
Financial Management
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Exhibit A
General Ledger(Limited Use) $9,598.00 $ 960.00 $8,638.00
Human Resources Management
Human Resources &Talent Management $ 20,950.00 $ 2,095.00 $ 18,855.00
Payroll w/ESS $ 29,053.00 $ 2,905.00 $ 26,148.00
Time &Attendance w Mobile Access- Up to 750 Employees $ 23,000.00 $ 2,300.00 $ 20,700.00
Content Management
Content Manager Core (Limited Use) $ 10,284.00 $ 1,028.00 $9,256.00
Data Insights
Enterprise Analytics and Reporting(Limited Use) w
Executive Insights $ 17,475.00 $ 1,748.00 $ 15,727.00
Additional
Enterprise Forms Processing(including Common Form Set) $ 7,102.00 $ 710.00 $ 6,392.00
TOTAL $ 117,462.00 $ 11,746.00 $ 105,716.00
Comments
Tyler's quote contains estimates of the amount of services needed, based on our preliminary understanding of the scope, level of engagement,and
timeline as defined in the Statement of Work (SOW) for your project. The actual amount of services required may vary, based on these factors.
Tyler's pricing is based on the scope of proposed products and services contracted from Tyler. Should portions of the scope of products or services be
altered by the Client,Tyler reserves the right to adjust prices for the remaining scope accordingly.
Unless otherwise noted,prices submitted in the quote do not include travel expenses incurred in accordance with Tyler's then-current Business Travel
Policy.
Tyler's prices do not include applicable local,city or federal sales,use excise,personal property or other similar taxes or duties, which you are
responsible for determining and remitting. Installations are completed remotely but can be done onsite upon request at an additional cost.
In the event Client cancels services less than two(2)weeks in advance,Client is liable to Tyler for(i) all non-refundable expenses incurred by Tyler on
Client's behalf; and (ii) daily fees associated with the cancelled services if Tyler is unable to re-assign its personnel.
The Implementation Hours included in this quote assume a work split effort of 60%Client and 40%Tyler.
Implementation Hours are scheduled and delivered in four (4)or eight(8) hour increments.
Tyler provides onsite training for a maximum of 12 people per class. In the event that more than 12 users wish to participate in a training class or more
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Exhibit A
than one occurrence of a class is needed,Tyler will either provide additional days at then-current rates for training or Tyler will utilize a Train-the-
Trainer approach whereby the client designated attendees of the initial training can thereafter train the remaining users.
As a new Tyler client, you are entitled to a 14-day or a 30-day trial of the Managed Detection and Response cybersecurity service. Please reference
https://www.tylertech.com/services/tyler-detect for more information on the service and contact CybersecuritySales@a tylertech.comu to initiate the
trial.
Tyler currently supports the following identity providers (IdP's)for use with Tyler back-office solutions: Microsoft Active Directory through Azure AD,
ADFS or Okta AD agent,Google Cloud Identity, Okta,and Identity Automation Rapid Identity. Any requirement by you to use an IdP not supported by
Tyler will require additional costs,available upon request.
Content Manager Core includes up to 1TB of storage. Should additional storage be needed it may be purchased as needed at an annual fee of$5,000
per TB.
The SaaS fees for product that are not named users are based on 100 concurrent users. Should the number of concurrent users be exceeded,
Tyler reserves the right to re-negotiate the SaaS fees based upon any resulting changes in the pricing categories.
Your rights,and the rights of any of your end users,to use Tyler's Data &Insights SaaS Services,or certain Tyler solutions which include Tyler's
Data & Insights data platform, are subject to the Terms of Services, available at https://www.tylertech.com/terms/data-insights-saas-services-
terms-of-service. By signing this sales quotation, 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.
Tyler Software Product General Ledger(Limited Use) is licensed only for use with the other Tyler Software Products licensed to the client. A
Client may use General Ledger (Limited Use) independent of the other Tyler Software Products licensed to the client by remitting to Tyler the
then-current license and annual maintenance fees.
Personnel Actions Forms Library includes: standard Personnel Action form - New and standard Personnel Action Form -Change.
Payroll library includes: standard PR check,standard direct deposit,standard vendor from payroll check,standard vendor from payroll direct
deposit,W2,W2c,ACA 1095B,ACA 1095C and 1099 R.
Standard Project Management responsibilities include project plan creation,initial stakeholder presentation, bi-weekly status calls,updating of
project plan task statuses,and go-live planning activities.
In the event Client acquires from Tyler any edition of Content Manager software other than Enterprise Edition,the license for Content Manager
is restricted to use with Tyler applications only. If Client wishes to use Content Manager software
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Exhibit A
Tyler's form library prices are based on the actual form quantities listed, and assume the forms will be provided according to the standard
Enterprise ERP form template. Any forms in addition to the quoted amounts and types, including custom forms or forms that otherwise require
custom programming, are subject to an additional fee. Please also note that use of the Tyler Forms functionality requires the use of approved
printers as well. You may contact Tyler's support team for the most current list of approved printers. Any forms included in this quote are based
on the standard form templates provided. Custom forms,additional forms and any custom programming are subject to additional fees not
included in this quote. The additional fees would be quoted at the time of request, generally during the implementation of the forms. Please
note that the form solution provided requires the use of approved printers.You may contact Tyler's support team for the most current list of
approved printers.
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Exhibit B
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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. SaaS Fees are invoiced on an annual basis, 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,your annual
SaaS fees will be at our then-current rates.
2. Other Tyler Software and Services.
2.1 VPN Device:The fee for the VPN device, if any,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
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.
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Exhibit 6
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 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.
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 for the Third Party Software
is invoiced when we make it available to you for downloading.
3.3 Third Party Hardware:Third Party Hardware costs, if any, are invoiced upon delivery.
3.4 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.
3.5 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 the Investment
Summary 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, plus a 10%travel agency processing fee. 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.
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.
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Exhibit 6
Schedule 1
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Exhibit 6
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 6
Schedule 1
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 6
Schedule 1
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 Dinner
Return Day
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
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.
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Exhibit C
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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. 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 quarter,
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: (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 quarter 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.
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.
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
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Exhibit C
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 quarter.
In order to receive relief credits, you must submit a request through one of the channels listed in our
Support Call Process within fifteen days(15)of the end of the applicable quarter. We will respond to your
relief request within thirty(30) day(s) 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.
Client Relief Schedule
Actual Attainment Client Relief
99.99%-99.50% Remedial action will be taken
99.49%-98.50% 2
98.49%-97.50% 4%
97.49%-96.50% 6%
96.49%-95.50% 8%
Below 95.50% 10%
* 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.
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.
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Exhibit C
Schedule 1
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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
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
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Exhibit C
Schedule 1
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.
i
Priority Characteristics of Support Incident Resolution Targets*
Level
Support incident that causes(a) Tyler shall provide an initial response to Priority Level
complete application failure or 1 incidents within one(1) business hour of receipt of
application unavailability; (b) the incident. Once the incident has been confirmed,
1 application failure or unavailability in Tyler shall use commercially reasonable efforts to
Critical one or more of the client's remote resolve such support incidents or provide a
location; or(c)systemic loss of circumvention procedure within one(1) business
multiple essential system functions. 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.
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Exhibit C
Schedule 1
Priority Characteristics of Support Incident Resolution Targets*
Level
Support incident that causes(a) Tyler shall provide an initial response to Priority Level
repeated,consistent failure of 2 incidents within four(4) business hours of receipt of
essential functionality affecting more the incident. Once the incident has been confirmed,
than one user or(b) loss or corruption Tyler shall use commercially reasonable efforts to
2 of data. resolve such support incidents or provide a
High 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.
Priority Level 1 incident with an Tyler shall provide an initial response to Priority Level
existing circumvention procedure, or 3 incidents within one(1) business day of receipt of
a Priority Level 2 incident that affects the incident. Once the incident has been confirmed,
only one user or for which there is an Tyler shall use commercially reasonable efforts to
3 existing circumvention procedure. resolve such support incidents without the need for a
Medium 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.
Support incident that causes failure of Tyler shall provide an initial response to Priority Level
4 non-essential functionality or a 4 incidents within two(2) business days of receipt of
cosmetic or other issue that does not the incident. Once the incident has been confirmed,
Non- qualify as any other Priority Level. Tyler shall use commercially reasonable efforts to
critical 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.
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Exhibit D
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Exhibit D
Third Party Terms
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Exhibit D
Schedule 1
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Exhibit D
Schedule 1
Hyperlinked Terms
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.
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Exhibit D
Schedule 2
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Exhibit D
Schedule 2
DocOrigin Terms
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Exhibit D
Schedule 2
ATTEN1ION: THE 51::Fm'QARE PROVIDE:; UNDER TI-lis A3REEMENT IS BEING LICSED 70 •
ECUPSE CORPOATlON WSLJ INC. (Eclipse CcrrpoitionJ AND IS NOT BElFG SOLO. THIS SOFTW.4E .
FROVIDED UNDER TEE FOLLOWING AGREEMEJT TWIT FEC]FiES WHAT YOU MAY DO WITH SHE
SOFTWARE .A.ND CO11AIN5 IMPORTANT L1MlTATIOI1S ON REPRE5E1TA11O1S, WARRAITES,
CONDITION5, REI.IEDFES,A1D LIABILITIES.
DocOncm
SOFTWARE LiCENSE
MPORTANT-READ CAREFULLY: This End-User 'License Agreement CAgireerntrrr 'ELI L.A":. is a IegaJ
agreement btwn you (either an individual p-ersari or a single.legal entity, who wi II be referred to in this EULA as
'You")and Eciipse Corpc'raion WSL, Inc referred to in this ELLA as Eclipse Carporalion,for the DocOriin.scftwafe
produGt that accompaniers this ELJLA, including any associated media,prinled matenals anal eietronie doc'jnirticm
(the"Software")_Thy Software also encompasses any software updates, add-on componencs,web service;andfof
supplements that may be provided to you ar made available to you after the date you obtain the initial copy of the
SaHare to the extent tha:such items are no accompanied by a separate license agreemen:or terms of use. Jf you
receive the SDftware under separate !elms From your disthbutor, those terms will take precedence Dnef any
canfl idling terms of this E LA
By inslal1iri , copying, do+wrrrJoa:di ng_ accessing or.otl-ienrise using the Software, you agree be bound by the terms
of this ELJLA. If you do not agree to the terrr,s 0'the E.JLA, do not access or use the Sftwre; instaad, you
should eerrgove the 5cft. are from ag sys-ems,and receive 3 full refund.
IF TOL! ARE AN AGENT OR EMPLOYEE OF ANOThER ENTItY YOU REPRESENT AND WARA1T THAT ii)
THE FND[VIDUAL ACCEPTING THIS AGREEMEFT iS DULY AUTHORIZED TO ACCEPT TF-1S Ar3REMENT ON
LC H E1TFYS BEHALF AND TO BPND SUCH ENTrTY, AND (Et} SLJC H EN I.11'f HAS FULL POWER,
CORPORATE OiR OTHERWISE. TO ENTER INTO THIS AGR.EEMENT AID FERFOM lT S' OBLIGATiONS
F-E! EIJNDEP
1. Lri::ENsE TERNS
in this AgrEEment a'License Hey' means any license key,activation code,or similar inslb!ion, aocess�r
usage control .codes, including serial numbers thgitaFly crated arid or pnwided by Eclipse
CarmtiQn ,designed to provide unlocked es to the Software and its funct3n. Iit .
1.2 Ev2luation Liceuise. Subfecl to all of the terms arid concl itions of this Agre-ement, E&ipse Corporabon
grants You a fimited, royalty-free, norn-exclusive, non-transferable hcense so down!oad and insiall a copy of
the Software from mregr.doca rigin.com on a single machine and use it an a roya!ty-free basi5 for no more
than 120 days from the date of installation (the'Evaluation PEriod }. You may use the Software during the
Evluatior Period solely fir the purpo5€ of tesiingi and evaluatirEg it to determine i You wish to obtain a
commercial, production license for the Software. This evaluation license (Irani will a ur.omatica Ilk end on
expiry of':he Evalu-alion period and yoU acknowledge and agree that Eclipse Cafparaon Mil be under no
obligation to renew or extend the E' luion Feriod. If'y'aLl wish to continue using the Software Yau may, cn
paymenl of the applicable fees. up-grade to a full license (as further described in sec,:ion 1.3 b-EIDWF on the
terms of this Agreement and be issued with a License Key For the a me_ If you do not wish to continue
to licer.E.e the Software after expiry of the E.raFuation period_then You agree to comply with the termination
obligations set ot.ri in section[7_31 of this Agreement. For great ceriarnty,any document generated by you
under an evaluation license will hai a 'spoiler' or watermark on the auIput document_ thxurnents
generated by DocOrigin software that has a valid license key file 313o installed will no:liave the spoik'r'
produced. YOU are no: perrnited to remove the watermark or'spoiler' from dcuments generated using he
s€aNrafe under an evaluation VcensE.
1.3 l3evelopmenii and Te5Iin1 Lice n5.es_ DeveftIpn1n and testing license5 are av diiable for purchase thrDuh
authorized distributors and reseIJe rs of EcflpE.&C: rpiration only. subject to of the terms and concl iGons
of this Agreement, Ec1ip Corporatkm wants You, a perpewal (su hit to !errnin ation by Eclipse
Corp•Gration due i your brea-ch of line,:emirs thh.Agr-ernentF. non-exclusive, non-transferable,worldwide
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Exhibit D
Schedule 2
non-sub ]kene able license ID downIcid and insa.1I a copy of the Sftwari from WwMr.clocorigin.com an a
singfe machine and L.Ese for deveiDprnERt nd testing :,a creWe coIla;eral -deployablE to 'Dur production
system(s). You are not entitled 10 use a developmeni nd testing 1irise far live produation pirpoes.
Prrductoru Liceni . Droduction licenses are available for purchase throu1i authorized dthbitrs and
resellers of Eclipse Corporaiion only_ Subje1 to lF of the terms and conditions of this Agremiit, Eciipse.
Crporaticrn graiv a perpiEtu3J(subfect to emir3tDn by Eclip Ccrporaticn due to your breach of the
terrT,s&1his,Agre-Errenti. non-exclushre,non-transferable,worf divide non-sub Iicerie able license to use the
Software in accoriance with the Iicene typ-e purched by you as set out on your purchase order as ftirthr
decrbd below_ For greater certainty, unless ainererise agreed in a purchase order concluded with an
pproec disiribister of the Sftware and approved by Eclipse Corporation, line default Rcnse to the
Software is a per-CPU license as clesc-ribecl in A. below:
A_ P€r-CPLJ. The total number of CFU5 on 3 computer used to operate the Software may not exceed
the Jinsed qfltty cf CFLS. For purposes of this kense metric: Ca} CFU5 may contain mare
than any proce5sirig core each group of two(2: processing cores is consider orie CPU_, and
any rim 3rnirig unpaired processing core, 011 be &emect a CPU. (b) all CPUs on a co-rnputer on
which the 3 .arE is insa lied shall be deemei to.operate.the Sotw3re un4e3s You configure that
ccm Ruter(using a reliable nd verifiable means of hardware r software parVioni-ng)suet that the
tot3l number of CPUS that actually operwe the SDftre is less than the Mad number on that
computer. VirtuF Machines CVP. si are considered. as a server. lnst3liin and configuring the
software on m-ultiple VM's requires one license per VM server. An enterprise license is available
upon request.Pricing era ries based on the size of the company.
El_ Per-Document This is defined as 3 ��e p-er dacumrit tsea cn the mta I number of doumer
ts
generated annually by merging dau with a t,empkal.e created tiy the Software. The combined data
and template pmdua documents of one or mo,re pae A daumarit rnaX ]ntain 1 or more
pae isthrice.a batch of iniice for 2!D customers may contain 1OIO p-ages, this will be
counted as 250 documents whic-h shDuld corTesporid to 25D in'.cces_
C. Per-Surface This is deineci as a fee per surface based on the total number of surfaces genera.ted
annually by F!-erging data with a template created by the Software. The combined drat.; and
template pwduce dacuments of one or more pages, the pages may be prinlpd one side (one
surface) or dupexed (2 su ffaces).The damErF1 may he rendered to a cornpuber 1.e. ,::FF,
each page placed in the JE is considered a urfa A document may contain 1 r more su r`3ces.
For instance, a batch of iiwaces for 2iD customers rrtay coritairr aka paws&plexet this will be
ci:Pu nod as IDOEF surfacers_
Dister Rovery License_ YOU may request a Diast2r Reo:ivery license of the 5Dftwar for each
production licnE.e You have pumhasEd as a filovei in the evens of lass of use of the piixiuclian serweri:s:,..
ThiE. Ucense is for ds5ter recovery purposes oniy and under no circumstance may the di -aE.ter recaweri
licenEe be used for produclion simutta neou sIy with a produc!ion license with which it is paired_
1.6 Backup Copies_ Aft -àtFatir of e '3 ptr.rti.r3 pursuant to this ELLA yau may tc're a copy of the
insiialicn fl1e for the software solely fir backup or archival purposes.Excep expressly provkled in this
EJLA, you may not otherwise make. imp ie s !he 3,oftware .or the printed m a:eri a Is accompanying the
Software
1_7 Third-Party Software License Rights. if a sep3r.aie license agreement p?rL3ining to an kern of thini-paity
software is: delivered to You with khe SoftwarE,frickrc[ecl in the Software dDwnload paokage,of referenced in
any material thal is provide-d wfth the Sofiware.flier.such seimFate license agreement shall g >vim Your use
at that item of version of Third-Far!ySoNvare. YDur rights in respect to any third-pary software,third-pafty
data, thhxd-party s rra re or other third-party content pravicI with. the Software shall be Jimid to tF1use
rights necessary to p-e rate the Scftafe s perrriled by this AgrEEment. No other rights in the Software r
hird-pait software are g ranted to You.
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Exhibit D
Schedule 2
2. LICENSE RESTR I CTiON
Any copies Of SC: W. shall-in1ude all trademarks,copyright nod , resbic5ed rights Ieg€nds. propeary
markings and the -?{licty as thEy appr on the copy of the 3fL 'ar originally provided to You You may
not remove or aI'ber any copyright, lrademark. a n:;.3r proprieary nukes marked en any part o= 5o ' r or
relate-d dcxrrin: :i':'n ,in J must re uce all such notioes an all authorized copies of the;oftw a re and rei3ted
dc'curn€ntiDn. You shall not sublicense,dIsthbuE or otherwise make the Software available to any th,R7
(including, wi?-iaui hrriLtaion. any con tr3ct.or. franchiseE, agent or dealer} without firms obtaining. the written
3gireeme n� of(ai) Eclipse CoqxratJDn to thai use, and (b) such third i,arty to comply with thE AgreErne : You
irtMer agree not!a CID rent_ Ieas ,sell, sublicense, assign,or or.herwise'Vander the Software to anyone else;(1)
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•••'•• tyler
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Exhibit D
Schedule 2
8. INDEMNFICATION&LIMITM1ONS OF L%ABIL[I'L_
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•••'•• tyler
technologies
5
43
Exhibit D
Schedule 2
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Last Upcaed:JLkIF 22: 2017
•••'•• tyler
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44
Exhibit E
•
••:':•. t ler
•� technologies
Exhibit E
Statement of Work
REMAINDER OF PAGE INTENTIONALLY BLANK
•••'•• tyler
�� technologies
1
Axhi bit E
• tyler
•
• technologies
City of Yakima
Statement of Work from Tyler Technologies, Inc.
2/28/2023
Presented to:
Jennifer Ferrer-Santa Ines
129 N 2nd Street
Yakima,WA 98901-2637
Contact:
Tammy Little
Email:Tammy.Little@TylerTech.com
One Tyler Drive,Yarmouth, ME 04096
4xhibit E
Table of Contents
PART 1: EXECUTIVE SUMMARY 1
1. Project Overview 1
1.1 Introduction 1
1.2 Project Goals 1
1.3 Methodology 1
PART 2: PROJECT FOUNDATION 3
2. Project Governance 3
3. Project Scope Control 4
3.1 Managing Scope and Project Change 4
3.2 Change Control 4
3.3 Change Request Management 4
4. Acceptance Process 6
5. Roles and Responsibilities 6
5.1 Tyler Roles& Responsibilities 6
5.1.1 Tyler Executive Manager 7
5.1.2 Tyler Implementation Manager 7
5.1.3 Tyler Project Manager 7
5.1.4 Tyler Implementation Consultant 8
5.1.5 Tyler Sales 8
5.1.6 Tyler Technical Services 8
5.2 Yakima, WA Roles& Responsibilities 9
5.2.1 Yakima, WA Executive Sponsor 9
5.2.2 Yakima, WA Steering Committee 9
5.2.3 Yakima, WA Project Manager 10
5.2.4 Yakima, WA Functional Leads 11
5.2.5 Yakima, WA Power Users 11
5.2.6 Yakima, WA End Users 12
5.2.7 Yakima, WA Technical Lead 12
5.2.8 Yakima, WA Change Management Lead 12
PART 3: PROJECT PLAN 14
6. Project Stages 14
6.1 Initiate and Plan 15
6.1.1 Initial Coordination 15
6.1.2 Project/Phase Planning 16
6.1.3 Infrastructure Planning 17
City of Yakima
Tyler Technologies, Inc. Page / 1
4Exhibit E
111.
6.1.4 Stakeholder Meeting 18
6.1.5 Intentionally left blank. 19
6.1.6 Control Point 1: Initiate& Plan Stage Acceptance 19
6.2 Assess& Define 20
6.2.1 Solution Orientation 20
6.2.2 Current& Future State Analysis 20
6.2.3 Data Assessment 22
6.2.4 Conversion Assessment 23
6.2.5 Intentionally left blank. 24
6.2.6 Intentionally left blank. 24
6.2.7 Control Point 2: Assess& Define Stage Acceptance 24
6.3 Prepare Solution 24
6.3.1 Initial System Deployment 24
6.3.2 Configuration 26
6.3.3 Process Refinement 27
6.3.4 Conversion Delivery 28
6.3.5 Intentionally left blank. 30
6.3.6 Intentionally left blank. 30
6.3.7 Control Point 3: Prepare Solution Stage Acceptance 30
6.4 Production Readiness 30
6.4.1 Solution Validation 30
6.4.2 Go-Live Readiness 31
6.4.3 End User Training 32
6.4.4 Control Point 4: Production Readiness Stage Acceptance 33
6.5 Production 34
6.5.1 Go-Live 34
6.5.2 Transition to Client Services 35
6.5.3 Post Go-Live Activities 36
6.5.4 Control Point 5: Production Stage Acceptance 37
6.6 Close 37
6.6.1 Phase Closeout 38
6.6.2 Project Closeout 39
6.6.3 Control Point 6: Close Stage Acceptance 40
7. General Assumptions 40
7.1 Project 40
7.2 Organizational Change Management 40
7.3 Resources and Scheduling 41
7.4 Data 41
7.5 Facilities 42
8. Glossary 43
PART 4:APPENDICES 46
9. Conversion 46
City of Yakima
Tyler Technologies, Inc. Page / ii
4xhibit E
9.1.1 Accounting 46
9.1.2 Human Resources Management 46
9.1.3 Payroll—PM Action History 46
9.1.4 Payroll—Position Control 46
9.1.5 Payroll—Accrual Balances 46
9.1.6 Payroll—Accumulators 46
9.1.7 Payroll—Check History 46
9.1.8 Payroll - Deductions 46
9.1.9 Payroll—Earning/Deduction Hist. 47
10. Additional Appendices 48
10.1 Tyler and Client Work Split Assumptions 48
10.1.1 Increased Work Split Hours 48
10.2 Intentionally left blank 48
11. Project Timeline 49
11.1 ERP Project Timeline 49
City of Yakima
Tyler Technologies, Inc. Page / iii
xhibit E
•
Part 1 : Executive Summary
Project Overview
1.1 Introduction
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.
1.2 Project Goals
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 Yakima, WA(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
■ Providing a single, comprehensive, and integrated solution to manage business functions
■ Streamline business processes through automation, integration, and workflows
■ Provide a user-friendly user interface to promote system use and productivity
■ Eliminate redundant data entry
1.3 Methodology
This is accomplished by the City of Yakima, WA 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 of Yakima, WA's complexity and organizational needs.
City of Yakima
Tyler Technologies, Inc. Page / 1
5xhibit E
Tyler's Six Stage Project Methodology
INITIATE& ASSESS& PREPARE PRODUCTION410
PRODUCTION CLOSE
PLAN DEFINE SOLUTION READINESS
odYo.
N*wsimil
GOVERNANCE
TYLER PROJECT MANAGEMENT TYLER CLIENT SERVICES
The methodology adapts to both single-phase and multiple-phase projects.
To achieve Project success, it is imperative that both the City of Yakima, WA and Tyler commit to including the
necessary leadership and governance. During each stage of the Project, it is expected that the City of Yakima,
WA 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 of Yakima, WA'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.
Iterative Project Model
pSSESs
4., o
Z,
d
i
1114416 VALI0Pat
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.
City of Yakima
Tyler Technologies, Inc. Page / 2
xhibit E
•
Part 2 : Project Foundation
2. Project Governance
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 of Yakima, WA 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
of Yakima, WA Steering Committee become the escalation points to triage responses prior to escalation to
the City of Yakima, WA 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 of Yakima, WA and Tyler executive sponsors serve as the final escalation point.
Project Governance Relationships
CLIENT LEADERSHIP TYLER LEADERSHIP
EXECUTIVE SPONSOR EXECUTIVE SPONSOR
Champions the project.secures buy-in,provides
oversight and ultimate decision-making Provides oversight and ultimate decision-making
STEERING COMMITTEE IMPLEMENTATION MANAGER
Monitors progress,goals and objectives 4 Monitors progress
.x�A �..
PROJECT MANAGER PROJECT MANAGER
Oversees project schedule and tasks Oversees project schedule and tasks
City of Yakima
Tyler Technologies, Inc. Page / 3
xhibit E
3. Project Scope Control
3.1 Managing Scope and Project Change
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.
Project Management Triangle
44, QUALITY
coo
BUDGET
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.
3.2 Change Control
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.
3.3 Change Request Management
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 of Yakima, WA;for example, the City of Yakima, WA may decide it no longer
City of Yakima
Tyler Technologies, Inc. Page / 4
xhibit E
needs a deliverable originally defined in the Project.The Change Request will include the following
information:
• The nature of the change.
• A good faith estimate of the additional cost or associated savings to the City of Yakima, WA, if any.
• The timetable for implementing the change.
• The effect on and/or risk to the schedule, resource needs or resource responsibilities.
The City of Yakima, WA 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 of Yakima,
WA). 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.
Change Request Process
NEED SCOPE DETAIL REQUEST CHANGES SCHEDULE
CLIENT IDENTIFIES TYLER ASSESSES/ CLIENT DETAILS IF TYLER AGREES CLIENT AUTHORIZES SCHEDULE ADJUSTED TO
NEED/DESIRE FOR DETERMINES OUT NEED IN CHANGE WITH THE REQUEST OR DECLINES THE ACCOMMODATE THE
CHANGE OF SCOPE REQUEST FORM CHANGE CHANGE IF NECESSARY
11 Tyler Agrees wtth Request
Estimate provided to client. Including addthon of new tasks
otherwise reason for dental that result horn the change
provided
City of Yakima
Tyler Technologies, Inc. Page 15
xhibit E
4. Acceptance Process
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 Yakima, WA office or department designates specific individuals for making decisions
on behalf of their offices or departments.
Both Tyler and the City of Yakima, WA 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 Yakima, WA feedback and approval on Project deliverables will be critical to the
success of the Project.The City of Yakima, WA project manager will strive to gain deliverable and decision
approvals from all authorized Yakima, WA 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 Yakima, WA
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 of Yakima, WA shall have five (5) 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
of Yakima, WA does not provide acceptance or acknowledgement 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.
■ If the City of Yakima, WA does not agree the Deliverable or Control Point meets requirements, the
City of Yakima, WA shall notify Tyler project manager(s), in writing, with reasoning within five (5)
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 of Yakima,
WA shall then have two (2) 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 of
Yakima, WA does not provide acceptance within two (2) business days, or the otherwise agreed upon
timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control Point as
accepted.
5. Roles and Responsibilities
The following defines the roles and responsibilities of each Project resource for the City of Yakima, WA and
Tyler. Roles and responsibilities may not follow the organizational chart or position descriptions at the City of
Yakima, WA, but are roles defined within the Project. It is common for individual resources on both the Tyler
and Yakima, WA project teams to fill multiple roles. Similarly, it is common for some roles to be filled by
multiple people.
5.1 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.
City of Yakima
Tyler Technologies, Inc. Page 16
xhibit E
5.1.1 Tyler Executive Manager
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 of Yakima, WA'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 of Yakima, WA's executive sponsor.
5.1.2 Tyler Implementation Manager
■ 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 Yakima, WA 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.
5.1.3 Tyler Project Manager
■ 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 of Yakima, WA, the Tyler Project Manager provides regular updates to the City of Yakima, WA
Steering Committee and other Tyler governance members.Tyler Project Manager's role includes
responsibilities in the following areas:
5.1.3.1 Contract Management
■ 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 of Yakima, WA project
manager(s).
■ Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.
5.1.3.2 Planning
■ Delivers project planning documents.
■ Defines Project tasks and resource requirements.
■ Develops initial Project schedule and Project Management Plan.
City of Yakima
Tyler Technologies, Inc. Page / 7
5xhibit E
■ Collaborates with the City of Yakima, WA project manager(s) to plan and schedule Project timelines to
achieve on-time implementation.
5.1.3.3 Implementation Management
■ 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 of Yakima, WA and Tyler and takes
all necessary steps to proactively mitigate these items or communicate with transparency to the City
of Yakima, WA any items that may impact the outcomes of the Project.
■ Collaborates with the City of Yakima, WA'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 of Yakima, WA's project manager(s) to set a routine communication plan
that will aide all Project team members, of both the City of Yakima, WA and Tyler, in understanding
the goals, objectives, status, and health of the Project.
5.1.3.4 Resource Management
■ 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 3rd party providers to align activities with ongoing Project tasks.
5.1.4 Tyler Implementation Consultant
■ Completes tasks as assigned by the Tyler project manager(s).
■ Documents activities for services performed by Tyler.
■ Guides the City of Yakima, WA through software validation process following configuration.
■ Assists during Go-Live process and provides support until the City of Yakima, WA transitions to Client
Services.
■ Facilitates training sessions and discussions with the City of Yakima, WA and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
■ May provide conversion review and error resolution assistance.
5.1.5 Tyler Sales
■ 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.
5.1.6 Tyler Technical Services
■ Maintains Tyler infrastructure requirements and design document(s).
■ Involved in system infrastructure planning/review(s).
City of Yakima
Tyler Technologies, Inc. Page / 8
xhibit E
■ 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.
5.2 Yakima, WA Roles & Responsibilities
Yakima, WA resources will be assigned prior to the start of each Phase of the Project. One person may be
assigned to multiple Project roles.
5.2.1 Yakima, WA Executive Sponsor
The City of Yakima, WA 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 of Yakima,
WA steering committee, project manager(s), and functional leads to make critical business decisions for the
City of Yakima, WA.
■ Champions the project at the executive level to secure buy-in.
■ Authorizes required project resources.
■ Actively participates in organizational change communications.
5.2.2 Yakima, WA Steering Committee
The City of Yakima, WA 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 of Yakima, WA project manager and Project through participation in regular
internal meetings. The City of Yakima, WA steering committee remains updated on all Project progress,
Project decisions, and achievement of Project milestones.The City of Yakima, WA 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.
■ 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 Yakima, WA Policies
o Needs of other client projects
City of Yakima
Tyler Technologies, Inc. Page / 9
xhibit E
5.2.3 Yakima, WA Project Manager
The City of Yakima, WA 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 of Yakima, WA Project Manager should communicate decisions and commitments to the Tyler project
manager(s) in a timely and efficient manner.When the City of Yakima, WA 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 of Yakima, WA project
manager(s) are responsible for reporting to the City of Yakima, WA steering committee and determining
appropriate escalation points.
5.2.3.1 Contract Management
■ 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.
5.2.3.2 Planning
■ Reviews and accepts project planning documents.
■ Defines project tasks and resource requirements for the City of Yakima, WA 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.
5.2.3.3 Implementation Management
■ Tightly manages 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 of Yakima, WA 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.
■ 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 of Yakima,WA 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.
5.2.3.4 Resource Management
■ Acts as liaison between project team and stakeholders.
■ Identifies and coordinates all Yakima, WA resources across all modules, phases, and activities
including data conversions, forms design, hardware and software installation, reports building, and
satisfying invoices.
City of Yakima
Tyler Technologies, Inc. Page / 10
xhibit E
■ 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 Yakima, WA 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.
5.2.4 Yakima, WA Functional Leads
■ 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 of
Yakima, WA 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 Yakima, WA resources
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
5.2.5 Yakima, WA Power Users
■ Participate in project activities as required by the project team and project manager(s).
■ Provide subject matter expertise on the City of Yakima, WA business processes and requirements.
■ Act as subject matter experts and attend Current & Future State Analysis sessions as needed.
City of Yakima
Tyler Technologies, Inc. Page / 11
xhibit E
■ 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 of Yakima, WA staff during and after implementation.
■ Participate in conversion review and validation.
5.2.6 Yakima, WA End Users
■ 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.
5.2.7 Yakima, WA Technical Lead
■ 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 Yakima, WA 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 of Yakima, WA's legacy
system per the conversion schedule set forth in the project schedule.
5.2.7.1 Yakima, WA Upgrade Coordination
■ Becomes familiar with the software upgrade process and required steps.
■ 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 of Yakima, WA'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 Yakima, WA and Tyler resources.
■ Communicates changes affecting users and department stakeholders.
■ Obtains department stakeholder acceptance to upgrade production environment.
5.2.8 Yakima, WA Change Management Lead
■ Validates that users receive timely and thorough communication regarding process changes.
City of Yakima
Tyler Technologies, Inc. Page / 12
xhibit E
•
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.
City of Yakima
Tyler Technologies, Inc. Page 113
xhibit E
•
Part 3 : Project Plan
6. Project Stages
Work Breakdown Structure
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 of
Yakima, WA.
Work Breakdown Structure (WBS)
1 INITIATE 2 ASSESS& 3 PREPARE 4 PRODUCTION 5 PRODUCTION 6 CLOSE
&PLAN DEFINE SOLUTION READINESS
1.1 Initial 2.1 Solution 3.1 Initial 4.1 Solution 6.1 Phase
System 5.1 Go Live
Coordinatio Orientation Validation Close Out
Deployment
2.2 Current& 4.2 Go Live 5.2 Transition to
1.2 Project/Phase 6.2 Project Close
Future State 3.2 Configuration
Planning Readiness Client Services Out
Analysis
1.3 Infrastructure 2.3 Conversion 3.3 Process 4.3 End User 5.3 Post Go Live
Planning Assessment* Refinement Training Activities
1.4 Stakeholder 2.4 Modification 3.4 Conversion
Planning Analysis* Delivery*
1.5 GIS 2.5 Data 3.5 Modification
Planning Assessment* Delivery*
3.6 Data
Delivery*
*Items noted with an asterisk in the graphic above relate to specific products and services.If those products and services are not included in the scope
of the contract these specific work packages will be noted as"Intentionally Left Blank"in Section 6 of the Statement of Work.
City of Yakima
Tyler Technologies, Inc. Page / 14
xhibit E
6.1 Initiate and Plan
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.
6.1.1 Initial Coordination
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 of Yakima, WA
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 of Yakima, WA 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 of Yakima, WA's team. During this step, Tyler will work with the City of Yakima, WA 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 Yakima, WA project team.
STAGE 1 Initial Coordination
Tyler Yakima,WA
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City of Yakima
Tyler Technologies, Inc. Page / 15
Axhibit E
Create Project Portal to store
project artifacts and facilitate A R �
communication
Inputs Contract documents
Statement of Work
Outputs/Deliverables Working initial project documents
Project portal
Work package assumptions:
■ Project activities begin after the agreement has been fully executed.
6.1.2 Project/Phase Planning
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 of Yakima, WA to coordinate and plan a formal Project
planning meeting(s).This meeting signifies the start of the Project and should be attended by all Yakima, WA
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
of Yakima, WA'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 of Yakima, WA 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 of Yakima, WA 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 ■ Yakima, WA
City of Yakima
Tyler Technologies, Inc. Page / 16
xhibit E
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Develop Project A R I C C I
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Develop initial A R C C IC
project schedule
Inputs Contract documents
Statement of Work
Guide to Starting Your Project
Outputs/ Deliverables Acceptance Criteria [only]for Deliverables
Project Management Plan Delivery of document
Project Operational Plan Delivery of document
Initial Project Schedule Yakima, WA provides acceptance of
schedule based on resource availability,
project budget, and goals.
Work package assumptions:
Yakima, WA has reviewed and completed the Guide to Starting Your Project document.
6.1.3 Infrastructure Planning
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 on application server(s) or train the City of Yakima, WA to install License Software.
The City of Yakima, WA is responsible for the installation and setup of all peripheral devices.
Objectives:
• Ensure the City of Yakima, WA's infrastructure meets Tyler's application requirements.
• Ensure the City of Yakima, WA's infrastructure is scheduled to be in place and available for use on
time.
STAGE 1 Infrastructure Planning
City of Yakima
Tyler Technologies, Inc. Page / 17
xhibit E
Tyler Yakima, WA
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Initial Infrastructure
Meeting A R C C C C
Schedule SaaS
Environment A R C I
Availability
Schedule Installation
of All Licensed A R C I I
Software
Infrastructure Audit 1A lk A C I C
Inputs Initial Infrastructure Requirements
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Completed Infrastructure Requirements Delivery of Requirements
Infrastructure Audit System Passes Audit Criteria
6.1.4 Stakeholder Meeting
Communication of the Project planning outcomes to the City of Yakima, WA 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 of Yakima, WA 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.
STAGE 1 Stakeholder Meeting
Tyler Yakima,WA
City of Yakima
Tyler Technologies, Inc. Page / 18
xhibit E
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Review StakeholderI C A R C
Meeting Presentation
Perform StakeholderI A R I I I I C
Meeting Presentation
Inputs Agreement
SOW
Project Management Plan
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Stakeholder Meeting Presentation
Work package assumptions:
• None
6.1.5 Intentionally left blank.
6.1.6 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.
Initiate & Plan Stage Deliverables:
• Project Management Plan
• Initial Project Schedule
Initiate & Plan stage acceptance criteria:
• All stage deliverables accepted based on acceptance criteria previously defined
• Project governance defined
• Project portal made available to the City of Yakima, WA
• Stakeholder meeting complete
City of Yakima
Tyler Technologies, Inc. Page / 19
xhibit E
6.2 Assess & Define
The Assess & Define stage will provide an opportunity to gather information related to current Yakima, WA
business processes. This information will be used to identify and define business processes utilized with Tyler
software. The City of Yakima, WA collaborates with Tyler providing complete and accurate information to
Tyler staff and assisting in analysis, understanding current workflows and business processes.
6.2.1 Solution Orientation
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 Yakima, WA team knowledge transfer
such as: eLearning, documentation, or walkthroughs.The City of Yakima, WA team will gain a better
understanding of the major 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 of Yakima, WA for current and future state analysis.
STAGE 2 Solution Orientation
Tyler Yakima, WA
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Training Plan
6.2.2 Current & Future State Analysis
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 of Yakima, WA 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
City of Yakima
Tyler Technologies, Inc. Page / 20
xhibit E
options within the new software will be limited to the scope of this implementation and will make use of
standard Tyler functionality.
The City of Yakima, WA will adopt the existing Tyler solution wherever possible to avoid project schedule and
quality risk from over customization of Tyler products. It is the City of Yakima, WA'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:
• 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.
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.
STAGE 2 Current& Future State Analysis
Tyler Yakima,WA
RACI MATRIX KEY:
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Current State process A R I CCCC C
review
Discuss future-state AR CCC CCCC C
options
Make future-state CCCCC A R IC C
decisions(non-COTS)
Document anticipated
configuration options AR CCC
required to support
future state
Inputs Yakima,WA current state documentation
Solution Orientation completion
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Documentation that describes future-state Delivery of document
decisions and configuration options to support
future-state decisions.
Work package assumptions:
City of Yakima
Tyler Technologies, Inc. Page / 21
xhibit E
• Yakima, WA attendees possess sufficient knowledge and authority to make future state decisions.
• The City of Yakima, WA is responsible for any documentation of current state business processes.
• The City of Yakima, WA can effectively communicate current state processes.
6.2.3 Data Assessment
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 the City of Yakima, WA 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.
The teams will review any existing data publish and metadata standards for the City of Yakima, WA'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.
Objectives:
• Communicate a common understanding of the project goals with respect to data.
• Ensure complete and accurate source data is available for review/transfer.
• Map the data from the source to the Tyler system.
• Document the data conversion/loading approach.
STAGE 2 Data Conversion Assessment
Tyler r Yakima,WA
RACI MATRIX KEY:
v
R= Responsible o
A=Accountable co
C=Consulted N
c
v v v
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v v o E x
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Extract Data from Source A R
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Review and Scrub Source
Data A R C I
Build/Update Data R C C C
Conversion Plan
Inputs Yakima, WA Source data
Yakima, WA Source data Documentation (if available)
City of Yakima
Tyler Technologies, Inc. Page / 22
Axhibit E
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Data Conversion Plan built/updated (if Yakima, WA Acceptance of Data Conversion
applicable} Plan, if Applicable
Yakima,WA acceptance of Solution Design
Document
Work package assumptions:
• Tyler will be provided with data from the Legacy system(s) in a mutually agreed upon format.
• Tyler will work with the City of Yakima, WA representatives to identify business rules before writing
the conversion.
• Yakima, WA subject matter experts and resources most familiar with the current data will be involved
in the data conversion planning effort.
6.2.4 Conversion Assessment
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.
• Map the data from the source to the Tyler system.
• Document the data conversion/loading approach.
STAGE 2 Data Conversion Assessment
Tyler 1r Yakima, WA
RACI MATRIX KEY:
R= Responsible o
A=Accountable J
C=Consulted
CC' a a w
I = Informed 0 `—' w W cn
U v o - N E -
v aJ W 6
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Extract Data from I C A R
Source Systems
Review and Scrub I I I A R C
Source Data
Build/Update Data R C C C I I I
Conversion Plan
City of Yakima
Tyler Technologies, Inc. Page / 23
xhibit E
Inputs Yakima, WA Source data
Yakima, WA Source data Documentation (if available)
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Data Conversion Plan built/updated Yakima,WA Acceptance of Data Conversion
Plan, if Applicable
Work package assumptions:
■ Tyler will be provided with data from the Legacy system(s) in a mutually agreed upon format.
■ Tyler will work with the City of Yakima, WA representatives to identify business rules before writing
the conversion.
■ Yakima, WA subject matter experts and resources most familiar with the current data will be involved
in the data conversion planning effort.
6.2.5 Intentionally left blank.
6.2.6 Intentionally left blank.
6.2.7 Control Point 2: Assess & Define Stage Acceptance
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.
Assess& Define Stage 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.
6.3 Prepare Solution
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 of Yakima, WA against future state decisions defined in previous stages and processes refined as
needed to ensure business requirements are met.
6.3.1 Initial System Deployment
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.
City of Yakima
Tyler Technologies, Inc. Page / 24
xhibit E
Objectives:
• All licensed software is installed and operational.
• The City of Yakima, WA can access the software.
STAGE 3 Initial System Deployment(Hosted/SaaS)*
Tyler Yakima, WA
RACI MATRIX KEY:
v
R= Responsible c o
A=Accountable ° J
N C=Consulted
c a, a, c v
I = Informed co
" a, a
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Prepare hosted A R I C
environment
Install Licensed
Software with
Initial Database on
Server(s)for A R C
Included
Environments
Install Licensed
Software on
Yakima, WA I C A R
Devices(if
applicable)
Tyler System
Administration A R I C
Training(if
applicable)
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Licensed Software is Installed on the Server(s) Software is accessible
Licensed Software is Installed on Yakima,WA Software is accessible
Devices(if applicable)
Installation Checklist/System Document System meets prescribed checklist
Infrastructure Design Document
Work package assumptions:
• The most current available version of the Tyler Licensed Software will be installed.
• The City of Yakima, WA will provide network access for Tyler modules, printers, and Internet access to
all applicable Yakima, WA and Tyler Project staff.
City of Yakima
Tyler Technologies, Inc. Page 125
xhibit E
6.3.2 Configuration
The purpose of Configuration is to prepare the software product for validation.
Tyler staff collaborates with the City of Yakima, WA to complete software configuration based on the outputs
of the future state analysis performed during the Assess and Define Stage. The City of Yakima, WA
collaborates with Tyler staff iteratively to validate software configuration.
Objectives:
• Software is ready for validation.
• Educate the City of Yakima, WA Power User how to configure and maintain software.
• Prepare standard interfaces for process validation (if applicable).
STAGE 3 Configuration
Tyler Yakima, WA
RACI MATRIX KEY:
v
R= Responsible o
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a a a,
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Conduct configuration A R C C
training
Complete Tyler
configuration tasks A R I I
(where applicable)
Complete Yakima, WA
configuration tasks I C A R C
(where applicable)
Standard interfaces
configuration and A R C I C C C
training(if applicable)
Updates to Solution C C A R C C
Validation testing plan
Inputs Documentation that describes future state decisions and configuration options to support future
state decisions.
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Configured System
Work package assumptions:
City of Yakima
Tyler Technologies, Inc. Page / 26
xhibit E
• Tyler provides guidance for configuration options available within the Tyler software.The City of
Yakima, WA is responsible for making decisions when multiple options are available.
6.3.3 Process Refinement
Tyler will educate the City of Yakima, WA users on how to execute processes in the system to prepare them
for the validation of the software.The City of Yakima,WA collaborates with Tyler staff iteratively to validate
software configuration options to support future state.
Objectives:
• Ensure that the City of Yakima, WA 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.
STAGE 3 Process Refinement
Tyler Yakima, WA
RACI MATRIX KEY:
v
R= Responsible c o
A=Accountable co J
C=Consulted
coc V) 4-
c v w c v
I = Informed co
`—' v v
bA v v o _ E Q -0
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cc, '+_, co •+_, N v O E co v 2 v .. co
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✓ Q o Q +° 0 u v v v p c cco z, 0_ -0 u
w E a U w a ii U n - w 12
Conduct process A R I C I C
training
Confirm process I C AR CI C
decisions
Test configuration I C A R C
Refine
configuration I C A R C
(Yakima,WA
Responsible)
Refine
configuration (Tyler A R I I I
Responsible)
Validate interface I C C A R C C
process and results
Update Yakima,
WA-specific
process I C A R C
documentation (if
applicable)
Updates to
Solution Validation C C I A R C C
testing plan
City of Yakima
Tyler Technologies, Inc. Page / 27
Axhibit E
Inputs Initial Configuration
Documentation that describes future state decisions and configuration options to support
future state decisions.
Solution validation test plan
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Updated solution validation test plan
Completed Yakima,WA-specific process
documentation (completed by Yakima,WA)
Work package assumptions:
■ None
6.3.4 Conversion Delivery
The purpose of this task is to transition the City of Yakima, WA'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 of Yakima, WA will review specific data elements within the system and
identify/report discrepancies. Iteratively, Tyler will collaborate with the City of Yakima, WA 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.
Load Data
for Testing
Pull Data& Write&Run Conversion
Conversion Map Validate Final
Conversion Conversion Data Reviews Conversion
Balancing Program Completed
Reports
Report&
Correct
Errors
Objectives:
• Data is ready for production (Conversion).
STAGE 3 Data Delivery&Conversion
Tyler Yakima,WA
City of Yakima
Tyler Technologies, Inc. Page / 28
xhibit E
RACI MATRIX
v
KEY:
c -0 o
R= Responsible co J
A=Accountable c Nv, +
C C=Consulted v CZ coy 5 v E X -
I = Informed on c v c v o +=• v v "' v N
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Provide data
crosswalks/code A C R I I I
mapping tool
Populate data
crosswalks/code I C C A R C
mapping tool
Iterations:
Conversion A C R I I
Development
Iterations:
Deliver A R I I I
converted data
Iterations:
Proof/Review
data and C C CI A R C C
reconcile to
source system
Inputs
Data Conversion Plan
Configuration
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Code Mapping Complete/Validated
Conversion Iterations/ Reviews Complete Conversion complete, verified, and ready for
final pass
Work package assumptions:
• The City of Yakima, WA will provide a single file layout per source system as identified in the
investment summary.
• The City of Yakima, WA subject matter experts and resources most familiar with the current data will
be involved in the data conversion effort.
• The City of Yakima, WA project team will be responsible for completing the code mapping activity,
with assistance from Tyler.
City of Yakima
Tyler Technologies, Inc. Page 129
xhibit E
6.3.5 Intentionally left blank.
6.3.6 Intentionally left blank.
6.3.7 Control Point 3: Prepare Solution Stage Acceptance
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.
Prepare Solution Stage Deliverables:
■ Licensed software is installed.
■ Installation checklist/system document.
■ Conversion iterations and reviews complete.
Prepare Solution Stage Acceptance Criteria:
■ All stage deliverables accepted based on criteria previously defined.
■ Software is configured.
■ Solution validation test plan has been reviewed and updated if needed.
6.4 Production Readiness
Activities in the Production Readiness stage will prepare the City of Yakima, WA 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 of Yakima, WA to review the status of the project and the organizations
readiness for go-live.
6.4.1 Solution Validation
Solution Validation is the end-to-end software testing activity to ensure that the City of Yakima, WA 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 of Yakima, WA organization is ready to move forward with go-live and training(if
applicable).
STAGE 4 Solution Validation
Tyler Yakima,WA
City of Yakima
Tyler Technologies, Inc. Page / 30
xhibit E
RACI MATRIX KEY:
v
R= Responsible o o
A=AccountableCL
CIA
N C=Consulted
a a w
I = Informed `—' a, a
c� L v o - N E Q 0
N W (p
Ccc, QJ O U C E OA QJ -o
c 0 on 0 U
22 " O (n u5 Q 0 2 J n3 (o C
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W d G H- U
Update Solution
Validation plan A R C C C C
Update test scripts(as C C C A R C
applicable)
Perform testing C C C A R C
Document issues from C C C A R C
testing
Perform required follow- A R C C C C
up on issues
Inputs Solution Validation plan
Completed work product from prior stages(configuration, business process, etc.)
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Solution Validation Report Yakima,WA updates report with testing results
Work package assumptions:
• Designated testing environment has been established.
• Testing includes current phase activities or deliverables only.
6.4.2 Go-Live Readiness
Tyler and the City of Yakima, WA 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 of Yakima, WA has considered its ability to
successfully Go-Live. Issues and concerns will be discussed, and mitigation options documented.Tyler and the
City of Yakima, WA will jointly agree 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 Yakima, WA
City of Yakima
Tyler Technologies, Inc. Page / 31
xhibit E
RACI MATRIX KEY:
v
R= Responsible c o
A=Accountable co J
C=Consulted N
co
a a c w
I = Informed o 0a
U o a a-, N E Q -0 on L cu
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C o on o U
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2 2 - . 0 (n u Q 0 2 J n3 n3 C
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U u i.� •2 y_, U t]A 4J C
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W d E 0 G I- U W (/l d u U ci 0 W I-
Perform Readiness
I AR CCI C I I I I I I
Assessment
Conduct Go-Live planning A R C CCCCC C
session
Order peripheral I A R C
hardware (if applicable)
Confirm procedures for
Go-Live issue reporting& A R I I I I C C I I I I I
resolution
Develop Go-Live checklist AR CC C C I C C
Final system
infrastructure review A R C C
(where applicable)
Inputs Future state decisions
Go-live checklist
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Updated go-live checklist Updated Action plan and Checklist for go-live
delivered to the City of Yakima, WA
Work package assumptions:
■ None
6.4.3 End User Training
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.
Train the Trainer: Tyler provides one occurrence of each scheduled training or implementation topic. Yakima,
WA users who attended the Tyler sessions may train additional users.Additional Tyler led sessions may be
contracted at the applicable rates for training.
Tyler will provide standard application documentation for the general use of the software. It is not Tyler's
responsibility to develop Yakima, WA specific business process documentation. Yakima, WA-led training labs
using Yakima, WA specific business process documentation if created by the City of Yakima, WA 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.
City of Yakima
Tyler Technologies, Inc. Page / 32
8 xhibit E
The City of Yakima, WA is prepared for on-going training and support of the application.
STAGE 4 End User Training
Tyler Yakima, WA
RACI MATRIX KEY:
v
R= Responsible o
A=Accountable J
C=Consulted N
v v C v
I = Informed o " v Q.)U I_bp I_ v o _ E
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Update training plan A R C C I C
Train-the-trainer A R C C C I C
End User training C C A R I C C C
(Yakima,WA-led)
Inputs Training Plan
List of End Users and their Roles/Job Duties
Configured Tyler System
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
End User Training Yakima,WA signoff that training was delivered
Work package assumptions:
• The City of Yakima, WA 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 of Yakima, WA as much as possible to provide end-user training in a
manner that minimizes the impact to the daily operations of Yakima, WA departments.
• The City of Yakima, WA will be responsible for training new users after go-live (exception—previously
planned or regular training offerings by Tyler).
6.4.4 Control Point 4: Production Readiness Stage Acceptance
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.
Production Readiness stage deliverables:
• Solution Validation Report.
• Update go-live action plan and/or checklist.
• End user training.
Production Readiness stage acceptance criteria:
• All stage deliverables accepted based on criteria previously defined.
City of Yakima
Tyler Technologies, Inc. Page / 33
xhibit E
■ Go-Live planning session conducted.
6.5 Production
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 of Yakima, WA 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 of Yakima, WA to verify that implementation work is concluded,
post go-live activities are scheduled, and the transition to Client Services is complete for long-term operations
and maintenance of the Tyler software.
6.5.1 Go-Live
Following the action plan for Go-Live, defined in the Production Readiness stage, the City of Yakima, WA and
Tyler will complete work assigned to prepare for Go-Live.
The City of Yakima, WA 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 of Yakima,
WA manually enters any data added to the Legacy System after final data extract into the Tyler system.
Tyler staff collaborates with the City of Yakima, WA during Go-Live activities. The City of Yakima, WA
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.
• Yakima, WA data available in Production environment.
STAGE 5 Go-Live
Tyler Yakima,WA
RACI MATRIX KEY:
v
R= Responsible o
A=Accountable v �°
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C=Consulted Nv,
v v w
I = Informed `—' v v
vw 0
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c 0 ci 0 U
2 2 '-' 0 cn u Q 0 J co co C
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extract, if applicable C C A R
Final source data pushed
into production A C R C C C
environment, if
applicable
City of Yakima
Tyler Technologies, Inc. Page / 34
8 xhibit E
Proof final converted C C C A R C
data, if applicable
Complete Go-Live
activities as defined in C C C AR CI C
the Go-Live action plan
Provide Go-Live
AR CC C C I
assistance C C
Inputs Comprehensive Action Plan for Go-Live
Final source data (if applicable)
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Data is available in production environment Yakima, WA confirms data is available in
production environment
Work package assumptions:
• The City of Yakima, WA 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 of Yakima, WA business processes required for Go-Live are fully documented and tested.
• The City of Yakima, WA Project team and subject matter experts are the primary point of contact for
the end users when reporting issues during Go-Live.
• The City of Yakima, WA Project Team and Power User's provide business process context to the end
users during Go-Live.
• The Tyler Go-Live support team is available to consult with the City of Yakima, WA teams as
necessary.
• The Tyler Go-Live support team provides standard functionality responses, which may not be tailored
to the local business processes.
6.5.2 Transition to Client Services
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 of Yakima, WA onto the Tyler Client Services team, who provides the City of Yakima, WA with
assistance following Go-Live, officially transitioning the City of Yakima, WA to operations and maintenance.
Objectives:
• Ensure no critical issues remain for the project teams to resolve.
• Confirm proper knowledge transfer to the City of Yakima, WA teams for key processes and subject
areas.
STAGE 5 Transition to Client Services
Tyler Yakima,WA
City of Yakima
Tyler Technologies, Inc. Page / 35
xhibit E
RACI MATRIX KEY:
v
R= Responsible — o
A=Accountable co J
N C=Consulted co
a a c w
I = Informed co
`—' a a
on U L cu o - N E Q -o
CL3C C
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9 2 --' O (n u ) 0 , J n3 co C
v v v o 7 v v 2
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U W i.� C y_, U OA U C
U w n3 -o - C U U � n3
v Q c Q +-+ O u aJ aJ v •c c (6 Q -o U
n3 cc
W O- G '12 U W (/l d W U (/l : W
12
Transfer Yakima, WA to
Client Services and A I I R I I C C C
review issue reporting
and resolution processes
Review long term
maintenance and A R C C C
continuous
improvement
Inputs Open item/issues List
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Client Services Support Document
Work package assumptions:
• No material project issues remain without assignment and plan.
6.5.3 Post Go-Live Activities
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.
STAGE 5 Post Go-Live Activities
Tyler Yakima,WA
City of Yakima
Tyler Technologies, Inc. Page / 36
xhibit E
RACI MATRIX KEY:
v
R= Responsible o
A=Accountable J
C=Consulted
a a w
I = Informed
U L v o - v, E
N „ W (6
C on 0 aJ aJ C E OA
C 0 o U
C
v o n3 v
9 2 1 " 0 cn u5 Q 0 2 J co co C
v v v Q � 73 'Cr) v 2
i.a
} E ,_, E x ° •c� cn t 0 v L v U
w -
U W �,c t U t]A U C
aJ c U w aJC
a) Q o Q +-+ 0 u v aJ v e C (J Q -0u
3 cc
W o_ G U W (/l d W U (/l : oW
Schedule contracted
activities that are AR CCCCI C C IC C
planned for delivery
after go-live
Determine resolution
plan in preparation for AR CCC C C IC
phase or project close
out 1
Inputs List of post Go-Live activities
Outputs/ Acceptance Criteria [only]for
Deliverables Deliverables
Updated issues log
Work package assumptions:
• System is being used in a live production state.
6.5.4 Control Point 5: Production Stage Acceptance
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.
6.6 Close
The Close stage signifies full implementation of all products purchased and encompassed in the Phase or
Project.The City of Yakima, WA transitions to the next cycle of their relationship with Tyler(next Phase of
implementation or long-term relationship with Tyler Client Services).
City of Yakima
Tyler Technologies, Inc. Page / 37
xhibit E
6.6.1 Phase Closeout
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 of Yakima, WA for systems
implemented in the Phase.
Objectives:
■ Agreement from Tyler and the City of Yakima, WA teams that activities within this phase are
complete.
STAGE 6 Phase Close Out
Tyler Yakima,WA
RACI MATRIX KEY:
v
R= Responsible o
A=AccountableCL
�° J
C=Consulted
cu a w
I = Informed `—' a a
U L v o - N E Q -0
cc, N a
C aJ O U C E OA aJ -0
C 0 on 0 U
C , " O cn U Q 0 — co co C
v v Q v v W v
.}, E ,_, E x U u (n C +-, O
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n,
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n3 cc
E d E 0 G H- U W (Y d LE U (/) : 0 W H-
Reconcile project budget •
and status of contract I A R I I C
Deliverables
Hold post phase review AR CCCC CCCC C
meeting
Release phase-
dependent Tyler project A R I
resources
Participants Tyler Yakima,WA
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/ Acceptance Criteria [only]for Deliverables
Deliverables
Final action plan (for outstanding items)
Reconciliation Report
Post Phase Review
City of Yakima
Tyler Technologies, Inc. Page / 38
xhibit E
Work package assumptions:
Tyler deliverables for the phase have been completed.
6.6.2 Project Closeout
Completion of this work package signifies final acceptance and formal closing of the Project.
At this time the City of Yakima, WA 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.
• Determine proper knowledge transfer to the City of Yakima, WA teams for key processes and subject
areas has occurred.
• Verify all deliverables included in the Agreement are delivered.
STAGE 6 Project Close Out
Tyler Yakima,WA
RACI MATRIX KEY:
v
R= Responsible o
A=Accountable J
C=Consulted N
c
v v v
= Informed o " v a)v o _ E x
c o on o U L v) c
co +_, co +_, c v o E co v 2 = co
0 a) ( Q 0 2 J co co c
i v Q v v E v 3
c a) w v W E c -- c +U oA v c
v v
cc, c
v o .c Q Q U 4J w v c c c6 fl-
cc
W d G U W (% d W U (/l - W
Conduct post project AR CCCC CCCC C
review
Deliver post project
report to Yakima,WA I A R I I C
and Tyler leadership
Release Tyler project A R
resources
Inputs Contract
Statement of Work
Outputs/ Acceptance Criteria [only]for Deliverables
Deliverables
Post Project Report Yakima,WA acceptance; Completed report
indicating all project Deliverables and
milestones have been completed
Work package assumptions:
• All project implementation activities have been completed and approved.
City of Yakima
Tyler Technologies, Inc. Page / 39
8 xhibit E
■ No critical project issues remain that have not been documented and assigned.
■ Final project budget has been reconciled and invoiced.
■ All Tyler deliverables have been completed.
6.6.3 Control Point 6: Close Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.
Close Stage Deliverables:
■ Post Project Report.
Close Stage Acceptance Criteria:
Completed report indicating all Project deliverables and milestones have been completed.
7. General Assumptions
Tyler and the City of Yakima, WA 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 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.
7.1 Project
■ Project activities will begin after the Agreement has been fully executed.
■ The City of Yakima, WA 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 of Yakima, WA 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 of Yakima, WA 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 of Yakima, WA to make process changes.
■ The City of Yakima, WA is responsible for defining, documenting, and implementing their policies that
result from any business process changes.
7.2 Organizational Change Management
Unless otherwise contracted by Tyler, Yakima, WA is responsible for managing Organizational Change.
Impacted Yakima, WA 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
City of Yakima
Tyler Technologies, Inc. Page / 40
xhibit E
ensuring that impacted Yakima, WA resources understand the value of the change, and why they are being
asked to change.
7.3 Resources and Scheduling
■ Yakima, WA resources will participate in scheduled activities as assigned in the Project Schedule.
■ The City of Yakima, WA team will complete prerequisites prior to applicable scheduled activities.
Failure to do so may affect the schedule.
■ Tyler and the City of Yakima, WA will provide 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.
■ The City of Yakima, WA 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.
■ The City of Yakima, WA 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 of Yakima, WA will respond to information requests in a comprehensive and timely manner,
in accordance with the Project Schedule.
■ The City of Yakima, WA 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.
7.4 Data
■ Data will be converted as provided and Tyler will not create data that does not exist.
■ The City of Yakima, WA is responsible for the quality of legacy data and for cleaning or scrubbing
erroneous legacy data.
■ Tyler will work closely with the City of Yakima, WA representatives to identify business rules before
writing the conversion.The City of Yakima, WA 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 of Yakima, WA will provide the legacy system data extract in the same format 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 of Yakima, WA Project Team is responsible for reviewing the converted data and reporting
issues during each iteration, with assistance from Tyler.
■ The City of Yakima, WA is responsible for providing or entering test data (e.g., data for training,
testing interfaces, etc.)
City of Yakima
Tyler Technologies, Inc. Page / 41
xhibit E
7.5 Facilities
■ The City of Yakima, WA will provide dedicated space for Tyler staff to work with Yakima, WA
resources for both on-site and remote sessions. If Phases overlap, Yakima, WA will provide multiple
training facilities to allow for independent sessions scheduling without conflict.
■ The City of Yakima, WA will provide staff with a location to practice what they have learned without
distraction.
City of Yakima
Tyler Technologies, Inc. Page 142
xhibit E
8. Glossary
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
L 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.
Application Programming Interface(API) A defined set of tools/methods to pass data to and received data
from Tyler software products
Agreement This executed legal contract that defines the products and
. services to be implemented or performed.
Business Process The practices, policy, procedure, guidelines, or functionality that
the client uses to complete a specific job function.
Business Requirements Document A specification document used to describe Client requirements
for contracted software modifications.
Change 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
Code Mapping[where 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
==11._ i
see RACI]
Control 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.
ata Mapping[where 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.
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]
City of Yakima
Tyler Technologies, Inc. Page 143
xhibit E
L_
Infrastructure The composite hardware, network resources and services
required for the existence, operation, and management of the
Tyler software. ,
Interface 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.
Integration A standard exchange or sharing of common data within the Tyler
system or between Tyler applications
Legacy System The software from which a client is converting.
Modification Custom enhancement of Tyler's existing software to provide
features or functions to meet individual client requirements
documented within the scope of the Agreement. J
On-site Indicates the work location is at one or more of the client's
physical office or work environments.
Organizational 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.
Output A product, result or service generated by a process.
Peripheral devices An auxiliary device that connects to and works with the computer
in some way. Some examples: scanner, digital camera, printer.
Phase 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.
Project The delivery of the software and services per the agreement and
the Statement of Work.A Project may be broken down into
multiple Phases.
RACI 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).
Remote Indicates the work location is at one or more of Tyler's physical
offices or work environments.
Responsible Those who ensure a task is completed, either by themselves or
delegating to another resource. [Also see RACI]
Products and services that are included in the Agreement.
City of Yakima
Tyler Technologies, Inc. Page 144
xhibit E
Solution The implementation of the contracted software product(s)
resulting in the connected system allowing users to meet Project
goals and gain anticipated efficiencies.
Stage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project.
Standard Software functionality that is included in the base software (off-
the-shelf) package; is not customized or modified.
tatement of Work(SOW) Document which will provide supporting detail to the Agreement
defining Project-specific activities, services, and Deliverables.
System The collective group of software and hardware that is used by the
organization to conduct business.
Test 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.
Training 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.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program, or product is working as expected.
Work Breakdown Structure(WBS) A hierarchical representation of a Project or Phase broken down
into smaller, more manageable components.
Work Package A group of related tasks within a project.
City of Yakima
Tyler Technologies, Inc. Page 145
xhibit E
Part 4 : Appendices
9. Conversion
9.1.1 Accounting COA
■ Chart of Accounts segments, objects, character codes, project codes (if applicable), organization
codes (if applicable), control accounts budget rollups, fund attributes, due to/due from accounts
9.1.2 Human Resources Management
■ 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
9.1.3 Payroll — PM Action History
■ A variety of Personnel actions, such as job or salary changes and dates these events occurred.
■ Upto5years
9.1.4 Payroll — Position Control
■ Position, description, status,job code, bargaining group, location, number of employees allowed for
each, FTE percentage, GL account, and max/min grade and step
9.1.5 Payroll —Accrual Balances
■ Employee Accrual Balances including Vacation, Holiday, and other Leave balances
■ Start of year balance, earned to date, used to date
9.1.6 Payroll —Accumulators
■ 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
■ Upto5years
9.1.7 Payroll — Check History
■ Up to 5 years, additional years must be quoted. We convert amounts for earnings and deductions in
employee check history, check number and date.
9.1.8 Payroll - Deductions
■ Employee Deductions- including employee ID, deduction codes, tax information, and direct deposit
information
City of Yakima
Tyler Technologies, Inc. Page / 46
xhibit E
9.1.9 Payroll — Earning/Deduction Hist.
■ Up to 5 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.
City of Yakima
Tyler Technologies, Inc. Page / 47
xhibit E
10. Additional Appendices
10.1 Tyler and Client Work Split Assumptions
10.1.11ncreased Work Split Hours
Additional hours were purchased in this contract to increase the work split from the standard 30%Tyler work
effort. Clients have different needs and there are different ways the allocation of these hours can benefit the
project. We will work with the client project manager during the planning sessions and project plan
development to determine the best use of these hours. Common areas additional hours are used are:
• Configuration
o Setting and Code configuration
o Security and Workflow Building
• Data Conversion
o Conversion Mapping
o Conversion Proofing
o Conversion Testing
o Imports in lieu of conversion
■ Formatting files
■ Building custom templates
■ Testing imports/Data validation
• Training/Documentation
o Additional repeat process training
o Post Live Assistance
■ Bank Reconciliation assistance for additional months
■ Month-end assistance for additional months
■ Year-end assistance for multiple years
■ W-2/1099 processing for multiple years
o Job aides/quick reference guides
o End user training documentation
• Testing
o Additional parallel processing
o Test script building
o Integration Testing
■ Import/Export template building
■ Import testing
■ Process validation/documentation
All clients have unique needs on a project. By defining the use of these hours during project planning, we
have the flexibility to determine the greatest needs of your organization and plan accordingly. At any point in
the project, we can revisit the use of these hours and adjust content as needed to support the success of the
project.
10.2 Intentionally left blank.
City of Yakima
Tyler Technologies, Inc. Page 148
xhibit E
11. Project Timeline
11.1 ERP Project Timeline
The Project Timeline establishes a target start and end date 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.
The following dates may be revised based on the date the Agreement is signed and further refined during the
course of the project. Tyler requires up to forty-five (45) days to move from Agreement signing to the Initiate
& Plan Stage.
PROJECT TIMELINE
2023 2024
Jul Aug Sep Oct No/ Dec Jan Feb Mar Apr May Jun Jul Aug Sep
a,
H
ct w 1-Chart of Accounts I
w 2-Human Resource Management
Phase Functional Modules Start Dat: o-Live Date
Areas
1 Financials • General Ledger(Limited Use—Chart August 2023 October
of Accounts) (or as 2023
System Wide • Munis Analytics& Reporting defined in or as defined
(Limited Use) with Executive the Project in the Project
Insights Plan and Plan and
• Enterprise Forms Processing mutually mutually
(including Common Form Set) agreed agreed upon
• Content Manager Core upon; Phase
1 starts 30-
45 days
after
contract is
fully
executed)
2 Human • Payroll w/Employee Self Service August 2023 August 2024
Resource • Human Resources &Talent
Management Management
• Time&Attendance with Mobile
Access—Up to 750 Employees
City of Yakima
Tyler Technologies, Inc. Page 149