HomeMy WebLinkAboutReso 127-20 Approving a Software As A Service Agreement with Tyler Technologies, Inc. for IReso No. 127-20, Item 4.3, Adopted 12/15/20 Page 1 of 2
RESOLUTION NO. 127 - 20
A RESOLUTION OF THE CITY COUNCIL
OF THE CITY OF DUBLIN
APPROVING A SOFTWARE AS A SERVICE AGREEMENT
WITH TYLER TECHNOLOGIES, INC. FOR IMPLEMENTATION AND PROVISION OF AN
ENTERPRISE RESOURCE PLANNING SYSTEM
WHEREAS, the City of Dublin plans to replace the current Enterprise Resource Planning
System that is nearing the end of its 10-year lifespan; and
WHEREAS, Capital Improvement Program Project Financial System Replacement
(GI0319), has allocated funding for the procurement of a replacement system; and
WHEREAS, the City issued a Request for Proposals on October 2, 2019, and received
four responses by the November 4, 2019 deadline; and
WHEREAS, City Staff evaluated the responses, participated in Proof of Capabilities
demonstrations with two finalists, and determined that the proposed solution presented by Tyler
Technologies Inc., most closely matched the City’s requirements; and
WHEREAS, Tyler Technologies Inc. is a leading provider of Enterprise Resource Planning
solutions in the municipal government market; and
WHEREAS, Tyler Technologies Inc. will perform the work outlined in the Software as a
Service Agreement; and
WHEREAS, City Staff recommends an additional $173,992 in contingency for additional
costs associated with the implementation of the new Enterprise Resource Planning system.
NOW THEREFORE, BE IT RESOLVED that the City Council of the City of Dublin does
hereby:
1. Authorize the City Manager to execute the agreement (attached hereto as Exhibit
A to this resolution) with Tyler Technologies, Inc., which shall end upon completion of the
scope of work, specified in Exhibit A to the agreement;
2. Delegate to the City Manager the authority to amend the agreement for an additional
$173,992 in the event additional services are necessary; and
3. Authorize the City Manager to execute future software services agreement renewals
after the seven-year agreement term as long as the City continues utilizing the software.
PASSED, APPROVED AND ADOPTED this 15th day of December 2020, by the following
vote:
Reso No. 127-20, Item 4.3, Adopted 12/15/20 Page 2 of 2
AYES: Councilmembers Goel, Hernandez, Josey, Kumagai and Mayor Haubert
NOES:
ABSENT:
ABSTAIN:
_____________________________
Mayor
ATTEST:
_________________________
City Clerk
SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. and Client.
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 Services 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 Dublin, California.
• “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, or named users for EnerGov labeled modules, that
are authorized to use the SaaS Services. The Defined Users for the Agreement are as identified 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.
• “SaaS Fees” means the fees for the SaaS Services identified in the Investment Summary.
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• “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 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 Software, as applicable and attached as 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
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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 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. 18. 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.
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.
6.2 You will be hosted on shared hardware in a Tyler data center or in a third-party data center
located in the continental US. Should your data be hosted in a third-party data center, said data
center will have equivalent or greater security and redundancy standards than those for our Tyler
data centers. 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
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failure. In the event any of your Data has been lost or damaged due to an act or omission of Tyler
or its subcontractors or due to a defect in Tyler’s software, we will use best commercial efforts to
restore all the Data on servers in accordance with the architectural design’s capabilities and with
the goal of minimizing any Data loss as greatly as possible. In no case shall the recovery point
objective (“RPO”) exceed a maximum of twenty-four (24) hours from declaration of disaster. For
purposes of this subsection, RPO represents the maximum tolerable period during which your
Data may be lost, measured in relation to a disaster we declare, said declaration will not be
unreasonably withheld.
6.4 In the event we declare a disaster, our Recovery Time Objective (“RTO”) is twenty-four (24) hours.
For purposes of this subsection, RTO represents the amount of time, after we declare a disaster,
within which your access to the Tyler Software must be restored.
6.5 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 as soon as
reasonably practicable . 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.
6.6 We test our disaster recovery plan on an annual basis. Our standard test is not client-specific.
Should you request a client-specific disaster recovery test, we will work with you to schedule and
execute such a test on a mutually agreeable schedule. We will provide test results to you within a
commercially reasonable timeframe after receipt of the request.
6.7 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.
6.8 We provide secure Data transmission paths between each of your workstations and our servers.
6.9 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.
6.10 Where applicable with respect to our applications that take or process card payment data, we are
responsible for the security of cardholder data that we possess, including functions relating to
storing, processing, and transmitting of the cardholder data and affirm that, as of the Effective
Date, we comply with applicable requirements to be considered PCI DSS compliant and have
performed the necessary steps to validate compliance with the PCI DSS. We agree to supply the
current status of our PCI DSS compliance program in the form of an official Attestation of
Compliance, which can be found at https://www.tylertech.com/about-us/compliance, and in the
event of any change in our status, will comply with applicable notice requirements.
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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.
We will not arrange or schedule travel without prior written approval from the Client. 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 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. Each party
agrees to abide by the other’s policies and procedures regarding in-person and/or onsite interaction
during Covid-19 pandemic.
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
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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.
9.6 Support of Migration Modules. Upon the commencement of the SaaS Term and with Client’s
timely payment of annual SaaS Fees for Tyler Evergreen Modules, Client is entitled to receive, at
no additional charge, maintenance and support for the Migration Modules until Tyler makes the
Tyler Evergreen Modules available for use in live production. Following such period, Tyler shall
continue to provide maintenance and support of the Migration Modules as set forth in Section
H(23) below.
We will use all reasonable efforts to perform support services remotely. Currently, we use a third-party
secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore, you agree
to maintain a high-speed internet connection capable of connecting us to your PCs and server(s). You
agree to provide use reasonable, supervised access necessary to perform remote services, subject to your
reasonably applicable security protocols. 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
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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
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
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support services, if you fail to pay an invoice not disputed as described above within fifteen (15) days
of notice of our intent to do so.
SECTION F – TERM AND TERMINATION
1. Term. The initial term of this Agreement is seven (7) years from the first day of the first month
following the Effective Date, unless earlier terminated as set forth below. Six months prior to the
expiration of the current term, Tyler will inform the City of the then-current SaaS Fees. The City and
Tyler may agree upon renewal terms and fees and execute a contract change. Upon expiration of the
then-current term, this Agreement may be 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 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the SaaS Services for a period of forty-five (45) days or more.
2.4 Lack of Appropriations. If you should not appropriate or otherwise make available funds sufficient
to utilize the SaaS Services, you may unilaterally terminate this Agreement upon thirty (30) days
written notice to us. You will not be entitled to a refund or offset of previously paid, but unused
SaaS Fees. You agree not to use termination for lack of appropriations as a substitute for
termination for convenience.
2.5 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 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:
a. 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;
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b. 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
c. 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.
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
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
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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.
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
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)
Cyberliability coverage of at least $1,000,000; (e) Workers Compensation complying with applicable
statutory requirements; and (f) 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 renewal.
SECTION H – GENERAL TERMS AND CONDITIONS
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1. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twenty-four (24) months from the Effective Date by
executing a mutually agreed addendum. If no rate is provided in the Investment Summary, or those
twenty-four (24) months have expired, you may purchase additional products and services at our
then-current list price, also by executing a mutually agreed addendum. The terms of this Agreement
will control any such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for twenty-four (24) months from the Effective Date.
3. Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming
aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty (30) days of the written dispute notice, unless otherwise agreed. All meetings
and discussions between senior representatives will be deemed confidential settlement discussions
not subject to disclosure under Federal Rule of Evidence 408 or any similar applicable state rule. If
we fail to resolve the dispute, then the parties shall participate in non-binding mediation in an effort
to resolve the dispute. If the dispute remains unresolved after mediation, then either of us may
assert our respective rights and remedies in a court of competent jurisdiction. Nothing in this
section shall prevent you or us from seeking necessary injunctive relief during the dispute resolution
procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities and you will
reimburse us for such taxes. If you have a valid direct-pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.
5. 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. E-Verify. We have complied, and will comply, with the E-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld. Subcontractors will be required to comply with
this Agreement.
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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
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; Not City Agent. We are an independent contractor for all purposes under
this Agreement. Except as otherwise provided herein or as you may specify in writing, we shall have
no authority, express or implied, to act on behalf of you in any capacity whatsoever, or to bind to
you any obligation whatsoever.
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
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
13
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. 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.
19. Governing Law and Venue. This Agreement will be governed by and construed in accordance with
the laws of the State of California, without regard to its rules on conflicts of law. Venue for any
dispute arising under this Agreement shall be in the state courts for the County of Alameda, or in the
federal district court for the Northern District of California.
20. 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.
21. 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.
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22.License Rights Terminate Upon Migration. When Tyler makes Tyler Software discounted 100% in
the Investment Summary (the “Evergreen Modules”) licensed pursuant to this Agreement available
to the Client for use in live production, the license to the Tyler software listed in Exhibit A, Schedule
1 (hereafter, “Migration Modules”) shall continue on a limited, read-only basis for document
viewing and reporting purposes.
23.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: DocOrigin End User License Agreement
Schedule 2: MyGovPay/VirtualPay and IVR
Exhibit E Statement of Work
24.Included Documents. The following referenced documents are considered part of this Agreement:
a.The Tyler Proposal of November 4, 2019
b.The City’s RFP of October 2, 2019
25.Order of Precedence. The order of precedence shall be:
a.This Agreement, including Exhibits A through F;
b.The Tyler Proposal of November 4, 2019
c.The City’s RFP of October 2, 2019
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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.
By:
Name:
Title:
Date:
Address for Notices:
Tyler Technologies, Inc.
One Tyler Drive
Yarmouth, ME 04096
Attention: Chief Legal Officer
City of Dublin, CA
By:
Name:
Title:
Date:
Address for Notices:
City of Dublin
100 Civic Plaza
Dublin, CA 94568
Attn: Administrative Services Department
Approved as to Form: _______________________________________
City Attorney
Linda Smith
City Manager
Rob Kennedy-Jensen
Director of Contracts
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
11/10/2020
11/11/2020
Exhibit A
1
Exhibit A
Investment Summary
The following Investment Summary details the software and services to be delivered by us to you under
the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized terms not
otherwise defined will have the meaning assigned to such terms in the Agreement.
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Quoted By:Jason Cloutier
Date:11/3/2020
Quote Expiration:4/5/2020
Quote Name:City of Dublin-ERP-Munis 2019
Quote Number:2019-94915-4
Quote Description:RFP ERP Munis SaaS / Tyler Hosted (Updated 11/3/2020)
Sales Quotation For
City of Dublin
100 Civic Plz
Dublin, CA 94568-2658
Phone +1 (925) 833-6650
SaaS
Description Annual Fee Net # Years Total SaaS Fee Impl. Hours
Additional:
Accounting/GL $29,792.00 7.0 $208,544.00 0
Accounts Payable $8,558.00 7.0 $59,906.00 0
Budgeting $8,558.00 7.0 $59,906.00 0
Capital Assets $7,828.00 7.0 $54,796.00 0
Cash Management $5,868.00 7.0 $41,076.00 0
Contract Management $3,614.00 7.0 $25,298.00 0
Project and Grant Accounting $6,074.00 7.0 $42,518.00 0
Purchasing $13,676.00 7.0 $95,732.00 0
ExecuTime Time & Attendance $5,368.00 7.0 $37,576.00 0
ExecuTime Time & Attendance Mobile Access $2,234.00 7.0 $15,638.00 0
Human Resource and Talent Management $3,206.00 7.0 $22,442.00 0
Payroll w/ESS $3,898.00 7.0 $27,286.00 0
Risk Management $784.00 7.0 $5,488.00 0
Accounts Receivable $6,860.00 7.0 $48,020.00 0
General Billing $4,034.00 7.0 $28,238.00 0
Tyler Cashiering $11,306.00 7.0 $79,142.00 0
Tyler Ready Forms Processing $6,000.00 7.0 $42,000.00 0
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Tyler Content Manager SE $5,348.00 7.0 $37,436.00 0
Munis Analytics and Reporting $8,830.00 7.0 $61,810.00 0
eProcurement $5,644.00 7.0 $39,508.00 0
CAFR Statement Builder $5,704.00 7.0 $39,928.00 0
EnerGovAdv Server Extension Bundle $6,400.00 7.0 $44,800.00 0
EnerGov Business Management Suite $16,000.00 7.0 $112,000.00 0
EnerGov Citizen Self Service - Business Management $8,182.00 7.0 $57,274.00 0
EnerGov Citizen Self Service - Community Development $8,182.00 7.0 $57,274.00 0
EnerGov Community Development Suite $16,000.00 7.0 $112,000.00 0
EnerGov e-Reviews $11,836.00 7.0 $82,852.00 0
EnerGov iG Workforce Apps $4,800.00 7.0 $33,600.00 0
EnerGov Report Toolkit $2,000.00 7.0 $14,000.00 0
Tyler 311/Incident Management $5,742.00 7.0 $40,194.00 0
Tyler GIS $6,000.00 7.0 $42,000.00 0
TOTAL:$238,326.00 $1,668,282.00 0
Tyler Software and Related Services
Description License Impl. Hours Impl. Cost Data Conversion Module Total Year One Maintenance
Financials:
Accounting/GL $82,755.00 156 $27,300.00 $12,300.00 $122,355.00 $0.00
Accounts Payable $23,770.00 40 $7,000.00 $0.00 $30,770.00 $0.00
Budgeting $23,770.00 60 $10,500.00 $0.00 $34,270.00 $0.00
Capital Assets $21,744.00 48 $8,400.00 $3,500.00 $33,644.00 $0.00
Cash Management $16,299.00 40 $7,000.00 $0.00 $23,299.00 $0.00
Contract Management $10,037.00 32 $5,600.00 $5,000.00 $20,637.00 $0.00
Project & Grant Accounting $16,871.00 48 $8,400.00 $5,000.00 $30,271.00 $0.00
Purchasing $37,987.00 128 $22,400.00 $3,000.00 $63,387.00 $0.00
Human Capital Management:
ExecuTime Time & Attendance $13,420.00 80 $14,000.00 $0.00 $27,420.00 $0.00
ExecuTime Time & Attendance Mobile Access $5,585.00 0 $0.00 $0.00 $5,585.00 $0.00
Human Resources & Talent Management $8,906.00 88 $15,400.00 $5,600.00 $29,906.00 $0.00
Payroll w/ESS $10,828.00 168 $29,400.00 $11,800.00 $52,028.00 $0.00
Risk Management $2,175.00 16 $2,800.00 $0.00 $4,975.00 $0.00
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Tyler Software and Related Services
Description License Impl. Hours Impl. Cost Data Conversion Module Total Year One Maintenance
Revenue:
Accounts Receivable $19,055.00 100 $17,500.00 $0.00 $36,555.00 $0.00
General Billing $11,207.00 40 $7,000.00 $9,800.00 $28,007.00 $0.00
Tyler Cashiering $31,405.00 48 $8,400.00 $0.00 $39,805.00 $0.00
Productivity:
Tyler ReadyForms Processing (including
Common Form Set)
$15,000.00 0 $0.00 $0.00 $15,000.00 $0.00
Tyler Content Manager SE Upgrade $14,858.00 80 $14,000.00 $0.00 $28,858.00 $0.00
Munis Analytics & Reporting $32,530.00 100 $17,500.00 $0.00 $50,030.00 $0.00
eProcurement $15,678.00 40 $7,000.00 $0.00 $22,678.00 $0.00
Additional:
CAFR Statement Builder $15,844.00 32 $5,600.00 $0.00 $21,444.00 $0.00
EnerGovAdv Server Extensions Bundle $16,000.00 148 $25,900.00 $0.00 $41,900.00 $0.00
EnerGov Business Management Suite (24)$72,000.00 208 $36,400.00 $11,750.00 $120,150.00 $0.00
EnerGov Citizen Self Service - Business
Management
$20,454.00 24 $4,200.00 $0.00 $24,654.00 $0.00
EnerGov Citizen Self Service - Community
Development
$20,454.00 24 $4,200.00 $0.00 $24,654.00 $0.00
EnerGov Community Development Suite (50)$150,000.00 468 $81,900.00 $21,150.00 $253,050.00 $0.00
EnerGov e-Reviews $34,588.00 100 $17,500.00 $0.00 $52,088.00 $0.00
EnerGov iG Workforce Apps (22)$22,000.00 16 $2,800.00 $0.00 $24,800.00 $0.00
EnerGov Report Toolkit $5,000.00 0 $0.00 $0.00 $5,000.00 $0.00
EnerGov View Only License (46)$32,154.00 0 $0.00 $0.00 $32,154.00 $0.00
GL Full Transaction History Detail (10 Years) $0.00 0 $0.00 $55,000.00 $55,000.00 $0.00
Tyler 311/Incident Management $14,357.00 68 $11,900.00 $0.00 $26,257.00 $0.00
Tyler GIS (53)$26,500.00 0 $0.00 $0.00 $26,500.00 $0.00
Sub-Total:$843,231.00 $420,000.00 $143,900.00 $1,407,131.00 $0.00
Less Discount:$314,179.00 $0.00 $44,450.00 $358,629.00 $0.00
TOTAL:$529,052.00 2400 $420,000.00 $99,450.00 $1,048,502.00 $0.00
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Other Services
Description Quantity Unit Price Unit Discount Extended Price
EnerGov Business Management Forms Library (6 Forms) 1 $6,375.00 $0.00 $6,375.00
EnerGov Community Development Forms Library (5 Forms) 1 $5,100.00 $0.00 $5,100.00
Post Implementation Evaluation Report (PIER 10 Days Per Phase) 240 $175.00 $0.00 $42,000.00
Financials End User Training 80 $175.00 $0.00 $14,000.00
HR Payroll End User Training 80 $175.00 $0.00 $14,000.00
EnerGov Community Development and EnerGov Business License Suite-
End User Training
128 $175.00 $0.00 $22,400.00
Project Management 364 $175.00 $0.00 $63,700.00
Tyler ReadyForms Processing Configuration 1 $2,000.00 $0.00 $2,000.00
VPN Device 1 $4,000.00 $0.00 $4,000.00
TOTAL: $173,575.00
3rd Party Hardware, Software and Services
Description Quantity Unit Price Unit Discount Total Price Unit Maintenance Unit Maintenance
Discount
Total Year One
Maintenance
Cash Drawer 4 $260.00 $0.00 $1,040.00 $0.00 $0.00 $0.00
Hand Held Scanner - Model 1950GSR 4 $450.00 $0.00 $1,800.00 $0.00 $0.00 $0.00
Hand Held Scanner Stand 4 $30.00 $0.00 $120.00 $0.00 $0.00 $0.00
ID Tech MiniMag USB Reader 4 $62.00 $0.00 $248.00 $0.00 $0.00 $0.00
Printer (TM-S9000)4 $1,623.00 $0.00 $6,492.00 $0.00 $0.00 $0.00
Tyler Secure Signature System with 2
Keys
1 $1,650.00 $0.00 $1,650.00 $0.00 $0.00 $0.00
3rd Party Hardware Sub-Total: $0.00 $11,350.00 $0.00
TOTAL: $11,350.00 $0.00
Summary One Time Fees Recurring Fees
Total Tyler Software $529,052.00 $0.00
Total SaaS $0.00 $238,326.00
Total Tyler Services $693,025.00 $0.00
Total 3rd Party Hardware, Software and
Services
$11,350.00 $0.00
Summary Total $1,233,427.00 $238,326.00
Contract Total $2,901,709.00
2019-94915-4 - RFP ERP Munis SaaS / Tyler Hosted (Updated 11/3/2020) CONFIDENTIAL 4 of 11
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Summary One Time Fees Recurring Fees
(Excluding Estimated Travel Expenses)
Estimated Travel Expenses $171,250.00
2019-94915-4 - RFP ERP Munis SaaS / Tyler Hosted (Updated 11/3/2020) CONFIDENTIAL 5 of 11
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Detailed Breakdown of Conversions (included in Contract Total)
Description Unit Price Unit Discount Extended Price
Accounting Standard COA $2,000.00 $1,000.00 $1,000.00
Accounts Payable - Checks up to 5 years $3,500.00 $1,750.00 $1,750.00
Accounts Payable - Invoice up to 5 years $5,000.00 $2,500.00 $2,500.00
Accounts Payable Standard Master $1,800.00 $900.00 $900.00
Capital Assets Std Master $3,500.00 $1,750.00 $1,750.00
Contracts $5,000.00 $2,500.00 $2,500.00
EnerGov Business Management - Conversion $11,750.00 $5,875.00 $5,875.00
EnerGov Community Development - Conversion $21,150.00 $10,575.00 $10,575.00
General Billing - Bills up to 5 years $4,500.00 $2,250.00 $2,250.00
General Billing - Recurring Invoices $3,500.00 $1,750.00 $1,750.00
General Billing Std CID $1,800.00 $900.00 $900.00
Human Resources - Certifications $1,400.00 $700.00 $700.00
Human Resources - Education $1,400.00 $700.00 $700.00
Human Resources - PM Action History up to 5 years $1,400.00 $700.00 $700.00
Human Resources - Position Control $1,400.00 $700.00 $700.00
GL Full Transaction History Detail (10 Years) $55,000.00 $0.00 $55,000.00
Payroll - Accrual Balances $1,500.00 $750.00 $750.00
Payroll - Accumulators up to 5 years $1,400.00 $700.00 $700.00
Payroll - Check History up to 5 years $1,200.00 $600.00 $600.00
Payroll - Deductions $1,800.00 $900.00 $900.00
Payroll - Earning/Deduction Hist up to 5 years $2,500.00 $1,250.00 $1,250.00
Payroll - Standard $2,000.00 $1,000.00 $1,000.00
Payroll - State Retirement Tables $1,400.00 $700.00 $700.00
Project Grant Accounting - Actuals up to 3 years $1,500.00 $750.00 $750.00
Project Grant Accounting - Budgets up to 3 years $1,500.00 $750.00 $750.00
Project Grant Accounting Standard $2,000.00 $1,000.00 $1,000.00
Purchasing - Purchase Orders - Standard Open PO's only $3,000.00 $1,500.00 $1,500.00
TOTAL: $99,450.00
2019-94915-4 - RFP ERP Munis SaaS / Tyler Hosted (Updated 11/3/2020) CONFIDENTIAL 6 of 11
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Optional SaaS
Description Annual Fee Annual Fee
Discount
Annual Fee Net # Years Total SaaS Fee Impl. Hours
Additional:
Citizen Self Service $0.00 $0.00 $3,429.00 7.0 $24,003.00 0
Socrata Open Finance $21,000.00 $3,780.00 $17,220.00 7.0 $120,540.00 0
Tyler Detect $30,000.00 $0.00 $30,000.00 7.0 $210,000.00 0
TOTAL:$54,429.00 $3,780.00 $50,649.00 $354,543.00 0
Optional Tyler Software & Related Services
Description License Impl. Hours Impl. Cost Data Conversion Module Total Year One Maintenance
Financials:
Employee Expense Reimbursement $9,263.00 48 $8,400.00 $0.00 $17,663.00 $0.00
Productivity:
Citizen Self Service $19,055.00 60 $10,500.00 $0.00 $29,555.00 $0.00
Additional:
EnerGov iG Workforce Apps $56,376.00 16 $2,800.00 $0.00 $59,176.00 $0.00
Tyler GIS - Site License $35,094.00 0 $0.00 $0.00 $35,094.00 $0.00
TOTAL:$119,788.00 124 $21,700.00 $0.00 $141,488.00 $0.00
Optional Other Services
Description Quantity Unit Price Discount Extended Price
Install Fee - Socrata Open Finance 1 $5,600.00 $0.00 $5,600.00
Install Fee - Tyler Detect 1 $1,000.00 $0.00 $1,000.00
Source Code Escrow 1 $1,500.00 $0.00 $1,500.00
TOTAL: $8,100.00
Optional 3rd Party Hardware, Software and Services
Description Quantity Unit Price Unit Discount Total Price Unit Maintenance Unit Maintenance
Discount
Total Year One
Maintenance
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Pattern Stream Automated Document
System
1 $25,000.00 $0.00 $25,000.00 $5,000.00 $0.00 $5,000.00
Pattern Stream Automated Document
System - Implementation
48 $175.00 $0.00 $8,400.00 $0.00 $0.00 $0.00
3rd Party Software Sub-Total: $0.00 $25,000.00 $0.00 $5,000.00
3rd Party Services Sub-Total: $0.00 $8,400.00 $0.00
TOTAL: $33,400.00 $5,000.00
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.
Customer Approval: Date:
Print Name: P.O. #:
All primary values quoted in US Dollars
Tyler Discount Detail
Description License License Discount License Net Maintenance
Basis
Year One Maint
Discount
Year One Maint
Net
Financials:
Accounting/GL $82,755.00 $82,755.00 $0.00 $0.00 $0.00 $0.00
Accounts Payable $23,770.00 $23,770.00 $0.00 $0.00 $0.00 $0.00
Budgeting $23,770.00 $23,770.00 $0.00 $0.00 $0.00 $0.00
Capital Assets $21,744.00 $21,744.00 $0.00 $0.00 $0.00 $0.00
Cash Management $16,299.00 $0.00 $16,299.00 $0.00 $0.00 $0.00
Contract Management $10,037.00 $10,037.00 $0.00 $0.00 $0.00 $0.00
Project & Grant Accounting $16,871.00 $16,871.00 $0.00 $0.00 $0.00 $0.00
Purchasing $37,987.00 $37,987.00 $0.00 $0.00 $0.00 $0.00
Payroll/HR:
ExecuTime Time & Attendance $13,420.00 $0.00 $13,420.00 $0.00 $0.00 $0.00
ExecuTime Time & Attendance Mobile Access $5,585.00 $0.00 $5,585.00 $0.00 $0.00 $0.00
Human Resources & Talent Management $8,906.00 $8,906.00 $0.00 $0.00 $0.00 $0.00
Payroll w/ESS $10,828.00 $10,828.00 $0.00 $0.00 $0.00 $0.00
Risk Management $2,175.00 $0.00 $2,175.00 $0.00 $0.00 $0.00
Revenue:
Accounts Receivable $19,055.00 $19,055.00 $0.00 $0.00 $0.00 $0.00
General Billing $11,207.00 $11,207.00 $0.00 $0.00 $0.00 $0.00
2019-94915-4 - RFP ERP Munis SaaS / Tyler Hosted (Updated 11/3/2020) CONFIDENTIAL 8 of 11
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Tyler Discount Detail
Description License License Discount License Net Maintenance
Basis
Year One Maint
Discount
Year One Maint
Net
Tyler Cashiering $31,405.00 $31,405.00 $0.00 $0.00 $0.00 $0.00
Productivity:
eProcurement $15,678.00 $0.00 $15,678.00 $0.00 $0.00 $0.00
Munis Analytics & Reporting $32,530.00 $0.00 $32,530.00 $0.00 $0.00 $0.00
Tyler Content Manager SE Upgrade $14,858.00 $0.00 $14,858.00 $0.00 $0.00 $0.00
Tyler ReadyForms Processing (including
Common Form Set)
$15,000.00 $0.00 $15,000.00 $0.00 $0.00 $0.00
Additional:
CAFR Statement Builder $15,844.00 $15,844.00 $0.00 $0.00 $0.00 $0.00
EnerGovAdv Server Extensions Bundle $16,000.00 $0.00 $16,000.00 $0.00 $0.00 $0.00
EnerGov Business Management Suite (24)$72,000.00 $0.00 $72,000.00 $0.00 $0.00 $0.00
EnerGov Citizen Self Service - Business
Management
$20,454.00 $0.00 $20,454.00 $0.00 $0.00 $0.00
EnerGov Citizen Self Service - Community
Development
$20,454.00 $0.00 $20,454.00 $0.00 $0.00 $0.00
EnerGov Community Development Suite (50)$150,000.00 $0.00 $150,000.00 $0.00 $0.00 $0.00
EnerGov e-Reviews $34,588.00 $0.00 $34,588.00 $0.00 $0.00 $0.00
EnerGov iG Workforce Apps (22)$22,000.00 $0.00 $22,000.00 $0.00 $0.00 $0.00
EnerGov Report Toolkit $5,000.00 $0.00 $5,000.00 $0.00 $0.00 $0.00
EnerGov View Only License (46)$32,154.00 $0.00 $32,154.00 $0.00 $0.00 $0.00
Tyler 311/Incident Management $14,357.00 $0.00 $14,357.00 $0.00 $0.00 $0.00
Tyler GIS (53)$26,500.00 $0.00 $26,500.00 $0.00 $0.00 $0.00
TOTAL:$843,231.00 $314,179.00 $529,052.00 $0.00 $0.00 $0.00
2019-94915-4 - RFP ERP Munis SaaS / Tyler Hosted (Updated 11/3/2020) CONFIDENTIAL 9 of 11
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Comments
Tyler recommends the use of a 128-bit SSL Security Certificate for any Internet Web Applications, such as the Munis Web Client and the MUNIS Self Service applications if
hosted by the Client. This certificate is required to encrypt the highly sensitive payroll and financial information as it travels across the public internet. There are various vendors
who sell SSL Certificates, with all ranges of prices.
Conversion prices are based on a single occurrence of the database. If additional databases need to be converted, these will need to be quoted.
Tyler's quote contains estimates of the amount of services needed, based on our preliminary understanding of the size and scope of your project. The actual amount of services
depends on such factors as your level of involvement in the project and the speed of knowledge transfer.
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.
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 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.
The Tyler Software Product Tyler ReadyForms Processing must be used in conjunction with a Hewlett Packard printer supported by Tyler for printing checks.
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.
Payroll library includes: 1 PR check, 1 direct deposit, 1 vendor from payroll check, 1 vendor from payroll direct deposit, W2, W2c, ACA 1095B, ACA 1095C and 1099 R.
General Billing library includes: 1 invoice, 1 statement, 1 general billing receipt and 1 miscellaneous receipt.
Includes digitizing two signatures, additional charges will apply for additional signatures.
Project Management includes project planning, kickoff meeting, status calls, task monitoring, verification and transition to support.
Personnel Actions Forms Library includes: 1 Personnel Action form - New and 1 Personnel Action Form - Change.
Tyler's pricing is based on the scope of proposed products and services being obtained from Tyler. Should portions of the scope of products or services be removed by the Client,
Tyler reserves the right to adjust prices for the remaining scope accordingly.
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Comments
Financial library includes: 1 A/P check, 1 EFT/ACH, 1 Purchase order, 1099M, 1099INT, 1099S, and 1099G.
The Munis SaaS fees 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.
In the event a self-hosted customer opts to enroll as a beneficiary under Tyler's source code escrow agreement, Tyler will provide the paperwork required for enrollment. That self-
hosted customer will be billed, on an annual basis, directly by Tyler's escrow agent, and all such fees must be paid directly to that escrow agent. Rates for subsequent years are
subject to change at the discretion of Tyler's escrow agent.
EnerGov e-Reviews requires Bluebeam Studio Prime, at an estimated yearly subscription cost of $3,000/100 users. Further pricing detail is available by contacting Bluebeam at
https://www.bluebeam.com/solutions/studio-prime
Business Management Forms Library Includes: 1 Licensing - Business License, 1 Licensing - Business License Renewal, 1 Licensing - Business License Delinquent, 1 Licensing
- Profession License, 1 Licensing - Profession License Renewal, 1 Licensing --Profession License Delinquent.
Community Development Forms Library Includes: 1 Permits - Building, 1 Permits - Trade, 1 Planning - Certificate, 1 Permits - Occupancy/Completion, 1 Code - Violation
Notice.
Development modifications, interfaces and services, where applicable, shall be invoiced to the client in the following manner: 50% of total upon authorized signature to proceed
on program specifications and the remaining 50% of total upon delivery of modifications, interface and services.
EnerGov Business Management: Tyler leads and owns the configuration of 3 unique business transactions, 3 template business transactions, 2 geo-rules and 2 automation events.
Configuration elements beyond this will be owned by the client.
EnerGov Community Development: Tyler leads and owns the configuration of 8 unique business transactions, 8 template business transactions, 4 geo-rules and 4 automation
events. Configuration elements beyond this will be owned by the client.
As a new Tyler client, you are entitled to a 30-day trial of the Tyler Detect cybersecurity service. Please reference https://www.tylertech.com/services/tyler-detect for more
information on the service and contact CybersecuritySales@tylertech.com to initiate the trial.
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit A
Schedule 1
1
Schedule 1
“Migration Modules”
Eden Migration Modules:
GL/AP/PG
Licensing
Parcel Manager
Project Accounting
Tyler Output Processing
EAGLE - Content Manager LE
"Tyler Payments - Hosting Fee"
Tyler Cashiering
Position Budgeting
Human Resources Support Web
State Package Support
Advanced Budgeting Support
Accounts Receivable
BMI Asset Tracking Interface
Permits Mobile Devices Support Fee (12)
Payroll Support
Licensing Support Web
Permits & Inspections Support Web
Human Resources
Permits & Inspections
GASBE
Fixed Assets
Contract Management
Forms Support
CORE Cashiering Support - 4 Stations
Data Dictionaries/Reports Views Support
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
1
Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicing: We will invoice you for the applicable software and services in the Investment Summary as
set forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. SaaS Fees. Your SaaS fees for the initial term shall be invoiced as follows:
Year 1 SaaS Fees: $150,000.00 due on the first day of the first month following the
Effective Date (“SaaS Invoice Date”).
Year 2 SaaS Fees: $195,000.00 due on the first anniversary of the SaaS Invoice Date.
Year 3 SaaS Fees: $238,326.00 due on the second anniversary of the SaaS Invoice Date.
Year 4 SaaS Fees: At our then-current rates, not to exceed a three (3) percent increase
over Year 3 SaaS Fees, due on the third anniversary of the SaaS Invoice
Date.
Year 5 SaaS Fees: At our then-current rates, not to exceed a three (3) percent increase
over Year 4 SaaS Fees, due on the fourth anniversary of the SaaS Invoice
Date.
Year 6 SaaS Fees: At our then-current rates, not to exceed a five (5) percent increase over
Year 5 SaaS Fees, due on the fifth anniversary of the SaaS Invoice Date.
Year 7 SaaS Fees: At our then-current rates, not to exceed a five (5) percent increase over
Year 6 SaaS Fees, due on the sixth anniversary of the SaaS Invoice Date.
2. License Fees. License fees are invoiced 100% on the date when we make the applicable Tyler
Software available to you for downloading (the “Available Download Date”).
3. Other Tyler Software and Services.
3.1 VPN Device: The fee for the VPN device will be invoiced upon installation of the VPN.
3.2 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.
3.3 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
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
2
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.
3.4 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.
3.5 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.
3.6 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.
4. Third Party Products.
4.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
4.2 Third Party Software Maintenance: The first year maintenance for the Third Party Software
is invoiced when we make it available to you for downloading.
4.3 Third Party Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
4.4 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.
5. Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses for Tyler delivered services will be billed as incurred and only in accordance with our
then-current Business Travel Policy. Our current Business Travel Policy is attached to this Exhibit
B at Schedule 1. Copies of receipts will be provided upon request; we reserve the right to
charge you an administrative fee depending on the extent of your requests. Receipts for
miscellaneous items less than twenty-five dollars and mileage logs are not available.
6. Credit for Prepaid Maintenance and Support Fees for Migration Modules. Client will receive a
credit for the maintenance and support fees prepaid for the Migration Modules for the time
period commencing with the first day of the SaaS Term. Migration Modules are listed at Exhibit
A, Schedule 1.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
3
prefer to receive payments electronically. Our electronic payment information is available by contacting
AR@tylertech.com.
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
Schedule 1
1
Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations & Tickets
The Travel Management Company (TMC) used by Tyler will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does not add
more than three hours to the employee’s total trip duration and the fare is within $100 (each way)
of the lowest logical fare. If a net savings of $200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee’s total trip duration, the connecting flight
should be accepted.
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two (2) weeks in advance of commitments. A seven (7) day advance booking requirement is
mandatory. When booking less than seven (7) days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is six (6) or more
consecutive hours in length, only economy or coach class seating is reimbursable. Employees shall
not be reimbursed for “Basic Economy Fares” because these fares are non-refundable and have
many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days = one (1) checked bag
• Six (6) or more days = two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
Schedule 1
2
2. Ground Transportation
A. Private Automobile
Mileage Allowance – Business use of an employee’s private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a “mid-size” or “intermediate” car. “Full” size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; except for employees traveling to Alaska and internationally (excluding Canada),
additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the
airport, tips are included in the per diem rates and will not be reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used. For
extended trips that would result in excessive parking charges, public transportation to/from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3. Lodging
Tyler’s TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel, the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
“No shows” or cancellation fees are not reimbursable if the employee does not comply with the
hotel’s cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
Schedule 1
3
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb, VRBO,
and HomeAway. Employees who elect to make such reservations shall not be reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S. are in
accordance with the federal per diem rates published by the General Services Administration.
Incidental expenses include tips to maids, hotel staff, and shuttle drivers and other minor travel
expenses. Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of State and will be determined as required.
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon Lunch and dinner
Depart after 12:00 noon
Return Day
Dinner
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and lunch
Return after 7:00 p.m.* Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for individual meals are calculated as a percentage of the full day per diem
as follows:
Breakfast 15%
Lunch 25%
Dinner 60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit B
Schedule 1
4
5. Internet Access – Hotels and Airports
Employees who travel may need to access their e-mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If
an employee’s hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for
internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the “lowest practical coach fare” with the exception of flights that are
six (6) or more consecutive hours in length. In such event, the next available seating class above
coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for photo fees,
application fees, and execution fees when obtaining a new passport book, but fees related to
passport renewals are not reimbursable. Visa application and legal fees, entry taxes and departure
taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested by the
U.S. Department of Health & Human Services for travel to specific countries, is reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this section.
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit C
1
Exhibit C
Service Level Agreement
I. Agreement Overview
This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It
outlines the information technology service levels that we will provide to you to ensure the availability of
the application services that you have requested us to provide. All other support services are documented
in the Support Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Attainment: The percentage of time the Tyler Software is available during a calendar quarter, with
percentages rounded to the nearest whole number.
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 which the Tyler Software is not available for your use. Downtime does
not include those instances in which only a Defect is present.
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 maintenance windows, Client Error
Incidents and Force Majeure.
III. Service Availability
The Service Availability of the Tyler Software is intended to be 24/7/365. We set Service Availability goals
and measures whether we have met those goals by tracking Attainment.
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 incident number.
You must document, in writing, all Downtime that you have experienced during a calendar quarter. You
must deliver such documentation to us within 30 days of a quarter’s end.
The documentation you provide must evidence the Downtime clearly and convincingly. It must include,
for example, the support incident number(s) and the date, time and duration of the Downtime(s).
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 a Client Error
Incident or Force Majeure). We will also work with you to resume normal operations.
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
Exhibit C
2
Upon timely receipt of your Downtime report, we will compare that report to our own outage logs and
support tickets to confirm that Downtime for which we were responsible indeed occurred.
We will respond to your Downtime report within 30 day(s) of receipt. To the extent we have confirmed
Downtime for which we are responsible, we will provide you with the relief set forth below.
c. Client Relief
When a Service Availability goal is not met due to confirmed Downtime, we will provide you with relief
that corresponds to the percentage amount by which that goal was not achieved, as set forth in the Client
Relief Schedule below.
Notwithstanding the above, the total amount of all relief that would be due under this SLA per quarter
will not exceed 10% of one quarter of the then-current SaaS Fee. The total credits confirmed by us in one
or more quarters of a billing cycle 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.
Every quarter, we will compare confirmed Downtime to Service Availability. In the event actual
Attainment does not meet the targeted Attainment, the following Client relief will apply, on a quarterly
basis:
Targeted Attainment Actual Attainment Client Relief
100% 98-99% 2% credit of fee for affected calendar quarter
will be posted to next billing cycle.
100% 95-97% 6% credit of fee for affected calendar quarter
will be posted to next billing cycle
100% <95% 10% credit of fee for affected calendar
quarter will be posted to next billing cycle
You may request a report from us that documents the preceding quarter’s Service Availability, Downtime,
any remedial actions that have been/will be taken, and any credits that may be issued.
IV. Applicability
The commitments set forth in this SLA do not apply during maintenance windows, Client Error Incidents,
and Force Majeure.
We perform 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.
V. Force Majeure
You will not hold us responsible for not meeting service levels outlined in this SLA to the extent any failure
to do so is caused by Force Majeure. In the event of Force Majeure, we will file with you a signed request
that said failure be excused. That writing will at least include the essential details and circumstances
supporting our request for relief pursuant to this Section. You will not unreasonably withhold its
acceptance of such a request.
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Exhibit C
Schedule 1
1
Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support:
(1) Tyler Community – an on-line resource, 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.
(2) On-line submission (portal) – for less urgent and functionality-based questions, users may create
unlimited support incidents through the customer relationship management portal available at
the Tyler Technologies website.
(3) Email – for less urgent situations, users may submit unlimited emails directly to the software
support group.
(4) Telephone – for urgent or complex questions, users receive toll-free, unlimited telephone
software support.
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 and other information including
support contact information.
(2) Tyler Community – available through login, Tyler Community provides a venue for clients to
support one another and share best practices and resources.
(3) Knowledgebase – A fully searchable depository of thousands of documents related to
procedures, best practices, release information, and job aides.
(4) Program Updates – where development activity is made available for client consumption
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). Clients may receive coverage
across these time zones. Tyler’s holiday schedule is outlined below. There will be no support coverage
on these days.
New Year’s Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Independence Day Christmas Day
Labor Day
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Exhibit C
Schedule 1
2
Issue Handling
Incident Tracking
Every support incident is logged into Tyler’s Customer Relationship Management System and given a
unique incident number. This system tracks the history of each incident. The incident tracking number is
used to track and reference open issues when clients contact support. Clients may track incidents, using
the incident number, through the portal at Tyler’s website or by calling software support directly.
Incident Priority
Each incident is assigned a priority number, which corresponds to the client’s needs and deadlines. The
client is responsible for reasonably setting 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 responses and resolutions.
Priority
Level Characteristics of Support Incident Resolution Targets
1
Critical
Support incident that causes (a)
complete application failure or
application unavailability; (b)
application failure or unavailability in
one or more of the client’s remote
location; or (c) systemic loss of multiple
essential system functions.
Tyler shall provide an initial response to Priority Level 1
incidents within one (1) business hour of receipt of the
support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents or
provide a circumvention procedure within one (1)
business day. For non-hosted customers, Tyler’s
responsibility for lost or corrupted Data is limited to
assisting the client in restoring its last available database.
2
High
Support incident that causes (a)
repeated, consistent failure of essential
functionality affecting more than one
user or (b) loss or corruption of Data.
Tyler shall provide an initial response to Priority Level 2
incidents within four (4) business hours of receipt of the
support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents or
provide a circumvention procedure within ten (10)
business days. For non-hosted customers, Tyler’s
responsibility for loss or corrupted Data is limited to
assisting the client in restoring its last available database.
3
Medium
Priority Level 1 incident with an existing
circumvention procedure, or a Priority
Level 2 incident that affects only one
user or for which there is an existing
circumvention procedure.
Tyler shall provide an initial response to Priority Level 3
incidents within one (1) business day of receipt of the
support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents
without the need for a circumvention procedure with the
next published maintenance update or service pack. 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
3
Priority
Level Characteristics of Support Incident Resolution Targets
4
Non-
critical
Support incident that causes failure of
non-essential functionality or a
cosmetic or other issue that does not
qualify as any other Priority Level.
Tyler shall provide an initial response to Priority Level 4
incidents within two (2) business days. Tyler shall use
commercially reasonable efforts to resolve such support
incidents, as well as cosmetic issues, with a future
version release.
Incident Escalation
Tyler Technology’s software support consists of four levels of personnel:
(1) Level 1: front-line representatives
(2) Level 2: more senior in their support role, they assist front-line representatives and take on
escalated issues
(3) Level 3: assist in incident escalations and specialized client issues
(4) Level 4: responsible for the management of support teams for either a single product or a
product group
If a client feels they are not receiving the service needed, they may contact the appropriate Software
Support Manager. After receiving the incident tracking number, the manager will follow up on the open
issue and determine the necessary action to meet the client’s needs.
On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler
encourages clients to communicate the level of urgency or priority of software support issues so that we
can respond appropriately. A software support incident can be escalated by any of the following
methods:
(1) Telephone – for immediate response, call toll-free to either escalate an incident’s priority or to
escalate an issue through management channels as described above.
(2) Email – clients can send an email to software support in order to escalate the priority of an issue
(3) On-line Support Incident Portal – clients can also escalate the priority of an issue by logging into
the client incident portal and referencing the appropriate incident tracking number.
Remote Support Tool
Some support calls require further analysis of the client’s database, process or setup to diagnose a
problem or to assist with a question. Tyler will, at its discretion, use an industry-standard remote
support tool. Support is able to quickly connect to the client’s desktop 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
1
Exhibit D
Third Party Terms
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Exhibit D
Schedule 1
1
Exhibit D
Schedule 1
DocOrigin End User License Agreement
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Exhibit D
Schedule 1
2
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Exhibit D
Schedule 1
3
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Exhibit D
Schedule 1
4
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Exhibit D
Schedule 1
5
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Exhibit D
Schedule 1
6
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Exhibit D
Schedule 2
1
Exhibit D
Schedule 2
MyGovPay/VirtualPay and IVR
1. MyGovPay/VirtualPay Licensing. Access to MyGovPay and/or Virtual Pay is hereby granted if Customer
elects to use MyGovPay or VirtualPay, products of Tyler Technologies (Powered by Persolvent), designed for
Citizen Users to use for processing online payments.
(a) Special MyGovPay/VirtualPay Definitions.
“Merchant Agreement” means the agreement between Customer and Persolvent that provides for the
Merchant Fees.
“Merchant Fees” means direct costs levied by Visa/Mastercard/Discover or other payment card companies
for Interchange Fees, Dues, Assessments and Occurrence Fees, over which Tyler Technologies has no
authority.
“MyGovPay” means the Product of Tyler Technologies that allows members of the public to pay for
Customer’s services with a credit or other payment card on the Customer’s citizen-facing web portal.
“Persolvent” means Persolvent, formerly BankCard Services Worldwide, a Payment Card Industry (PCI)
compliant processing agent through which the EnerGov Software passes credit card transactions.
“Use Fees” means the Technology Fees, Authorization Fees and Program/Convenience Fees as listed in Use
Fees Table in Section 2, titled MyGovPay/VirtualPay.
“VirtualPay” means the Product of Tyler Technologies that allows the Customer to accept and process
citizen user’s credit or other payment card using the EnerGov Software.
(b) Conditions of Use. If customer elects to use MyGovPay and/or VirtualPay the following terms apply:
(1) Customer must apply for and agree to a Merchant Agreement with Persolvent.
(2) Customer agrees that Citizen Users will be subject to Use Fees as listed in Use Fees table in Section
2.
(3) Customer agrees that Use Fees are separate from and independent of Merchant Fees.
(4) Customer agrees that this Agreement does not represent any modification to Customer’s Merchant
Agreement with Persolvent.
(5) Customer agrees that Use Fees are for use on the MyGovPay/VirtualPay online system and will not
be deposited or owed to Customer in any way.
(6) Customer agrees that MyGovPay’s and VirtualPay’s ability to assess Use Fees is dictated by the Card
Associations whose rules may change at any time and for any reason. If MyGovPay and/or
VirtualPay, for any reason, are unable to process payments using Use Fees, Customer agrees that
MyGovPay/VirtualPay reserves the right to negotiate a new pricing model with Customer for the
continued use of MyGovPay and/or VirtualPay.
2. MyGovPay/VirtualPay Fees. Customer agrees that the Use Fees set forth on the following page will apply
if Customer elects to use MyGovPay/VirtualPay.
USE FEES TABLE FOLLOWS ON NEXT PAGE
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Exhibit D
Schedule 2
2
Use Fees
EnerGov’s MyGovPay (Online / card-not-present payments)**
MyGovPay (Online Payments) MyGovPay (Online
Payments)
Percentage Based Fee + Transaction Fee
Option 1:
Government Entity Paid 2.79% $0.20
Option 2:
Patron Paid 3.29% N/A
**ACH processing is available for a fee of $20 per month and $0.30 per transaction.
EnerGov’s VirtualPay (retail card present)
VirtualPay (Retail Payments) Virtual Pay (Retail Payments)
Percentage Based Fee + Transaction Fee
Option 1:
Government Entity Paid 2.59% $0.15
Option 2:
Patron Paid 2.99% N/A
Patron Paid fees will be communicated as "Service Fees" to the cardholder, at the time of transaction. In
the event that the average monthly transaction amount is below $30, Contractor reserves the right to
apply an additional $0.20 service fee above the quoted rates above.
3. Interactive Voice Response (“IVR”). If IVR is selected by Customer and included in the pricing, the
following additional terms and conditions shall apply of this Agreement:
(a) Network Security. Customer acknowledges that a third-party is used by Tyler Technologies to process
IVR Data. Customer’s content will pass through and be stored on the third-party servers and will not be
segregated or in a separate physical location from servers on which other customers’ content is or will be
transmitted or stored.
(b) Content. Customer is responsible for the creation, editorial content, control, and all other aspects of
content to be used solely in conjunction with the EnerGov Software.
(c) Lawful Purposes. Customer shall not use the IVR system for any unlawful purpose.
(d) Critical Application. Customer will not use the IVR system for any life-support application or other
critical application where failure or potential failure of the IVR system can cause injury, harm, death, or
other grave problems, including, without limitation, loss of aircraft control, hospital life-support system, and
delays in getting medicate care or other emergency services.
(e) No Harmful Code. Customer represents and warrants that no content designed to delete, disable,
deactivate, interfere with or otherwise harm any aspect of the IVR system now or in the future, shall be
knowingly transmitted by Customer or Users.
(f) IVR WARRANTY. Except as expressly set forth in this Agreement, TYLER TECHNOLOGIES MAKES NO
REPRESENTATION AND EXTENDS NO WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING
WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE
FOR IVR.
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Exhibit E
1
Exhibit E
Statement of Work
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DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
City of Dublin
SOW from Tyler Technologies, Inc.
9/2/2020
Presented to:
Lisa Hisatomi
100 Civic Plaza
Dublin, CA 94568
Contact:
Andy Breeden
Email: Andy.Breeden@TylerTech.com
840 W Long Lake Rd., Troy, MI 48098
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Tyler Technologies, Inc. Page | i
Table of Contents
PART 1: EXECUTIVE SUMMARY ............................................................................................................... 1
Project Overview ............................................................................................................................. 1
Introduction ........................................................................................................................................ 1
Project Goals ....................................................................................................................................... 1
Methodology ....................................................................................................................................... 1
PART 2: PROJECT FOUNDATION ............................................................................................................. 3
Project Governance ......................................................................................................................... 3
Project Scope Control ...................................................................................................................... 4
Managing Scope and Project Change ................................................................................................. 4
Change Control ................................................................................................................................... 4
Change Request Management ............................................................................................................ 4
Acceptance Process ......................................................................................................................... 6
Roles and Responsibilities ................................................................................................................ 6
Tyler Roles & Responsibilities ............................................................................................................. 6
Tyler Executive Sponsor .............................................................................................................. 7
Tyler Implementation Manager .................................................................................................. 7
Tyler Project Manager ................................................................................................................. 7
Tyler Implementation Consultant ............................................................................................... 8
Tyler Sales ................................................................................................................................... 8
Tyler Technical Services .............................................................................................................. 8
City Roles & Responsibilities ............................................................................................................... 9
City Executive Sponsor ................................................................................................................ 9
City Steering Committee ............................................................................................................. 9
City Project Manager ................................................................................................................ 10
City Functional Leads ................................................................................................................ 11
City Power Users ....................................................................................................................... 12
City End Users ........................................................................................................................... 12
City Technical Lead .................................................................................................................... 12
City Change Management Lead ................................................................................................ 13
PART 3: PROJECT PLAN ........................................................................................................................... 14
Project Stages ................................................................................................................................. 14
Initiate and Plan ................................................................................................................................ 16
Initial Coordination ................................................................................................................... 16
Project/Phase Planning ............................................................................................................. 17
Infrastructure Planning ............................................................................................................. 18
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Stakeholder Meeting ................................................................................................................. 19
GIS Preparation ......................................................................................................................... 20
Control Point 1: Initiate & Plan Stage Acceptance .................................................................... 21
Assess & Define ................................................................................................................................. 22
Solution Orientation.................................................................................................................. 22
Current & Future State Analysis ................................................................................................ 23
Conversion Assessment ............................................................................................................ 24
Intentionally left blank. ............................................................................................................. 25
Control Point 2: Assess & Define Stage Acceptance ................................................................. 25
Prepare Solution ............................................................................................................................... 26
Initial System Deployment ........................................................................................................ 26
Configuration ............................................................................................................................ 27
Process Refinement .................................................................................................................. 28
Conversion Delivery .................................................................................................................. 29
Intentionally left blank. ............................................................................................................. 31
Control Point 3: Prepare Solution Stage Acceptance ................................................................ 31
Production Readiness ....................................................................................................................... 32
Solution Validation .................................................................................................................... 32
Go-Live Readiness ..................................................................................................................... 33
End User Training ...................................................................................................................... 34
Control Point 4: Production Readiness Stage Acceptance ........................................................ 35
Production ......................................................................................................................................... 35
Go-Live ...................................................................................................................................... 35
Transition to Client Services ...................................................................................................... 37
Post Go-Live Activities ............................................................................................................... 38
Post Implementation Review .................................................................................................... 39
Control Point 5: Production Stage Acceptance ......................................................................... 40
Close .................................................................................................................................................. 40
Phase Closeout .......................................................................................................................... 40
Project Closeout ........................................................................................................................ 41
Control Point 6: Close Stage Acceptance .................................................................................. 42
General Assumptions ...................................................................................................................... 43
Project ............................................................................................................................................... 43
Organizational Change Management ............................................................................................... 43
Resources and Scheduling ................................................................................................................ 43
Data ................................................................................................................................................... 44
Facilities............................................................................................................................................. 45
Glossary ......................................................................................................................................... 46
PART 4: APPENDICES ............................................................................................................................... 49
Conversion ..................................................................................................................................... 49
EnerGov Conversion Summary ......................................................................................................... 49
Community Development ......................................................................................................... 49
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Business Management .............................................................................................................. 49
Munis Conversion Summary ............................................................................................................. 50
Accounting COA ........................................................................................................................ 50
Accounting – GL Full Transaction History Detail (10 Years) ...................................................... 50
Accounts Payable Master .......................................................................................................... 50
Accounts Payable - Checks ........................................................................................................ 50
Accounts Payable - Invoices ...................................................................................................... 51
Capital Assets - History.............................................................................................................. 51
Contracts ................................................................................................................................... 51
General Billing CID ..................................................................................................................... 51
General Billing – Recurring Invoices .......................................................................................... 51
General Billing – Bills ................................................................................................................. 51
Payroll ....................................................................................................................................... 51
Payroll – Accrual Balances......................................................................................................... 51
Payroll – Accumulators ............................................................................................................. 51
Payroll – Check History ............................................................................................................. 52
Payroll – Certifications .............................................................................................................. 52
Payroll - Deductions .................................................................................................................. 52
Payroll – Earning/Deduction Hist. ............................................................................................. 52
Payroll – Education ................................................................................................................... 52
Payroll – PM Action History ...................................................................................................... 52
Payroll – Position Control .......................................................................................................... 52
Payroll – State Retirement Tables ............................................................................................. 52
Project Grant Accounting .......................................................................................................... 52
Project Grant Accounting - Actuals ........................................................................................... 53
Purchase Orders ........................................................................................................................ 53
Additional Appendices ................................................................................................................ 54
EnerGov Definitions .......................................................................................................................... 54
“Unique Business Transactions” ............................................................................................... 54
“Template Transactions” .......................................................................................................... 54
“Geo-Rules” ............................................................................................................................... 54
“Intelligent Objects (IO)” ........................................................................................................... 55
“Intelligent Automation Agents (IAA)” ..................................................................................... 55
“EnerGov SDK API (Toolkits)” .................................................................................................... 55
Intentionally left blank. ..................................................................................................................... 55
Project Timeline .......................................................................................................................... 56
ERP Project Timeline ......................................................................................................................... 56
Phases and Module Timeline ............................................................................................................ 56
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Part 1: Executive Summary
Project Overview
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.
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 Client (collectively the “Project”).
The overall goals of the project are to:
Improve accessibility to meet external customer needs by creating more opportunities for
customers to complete transactions online, allowing the City to become a 24/7 City Hall
Streamline and improve business processes while reducing/eliminating the need for paper
transactions
Provide easy-to-access information to enhance transparency of the City’s data in exciting and user-
friendly formats
Allow the City to continue to maintain strong fiscal policies, by implementing the most current
Enterprise System, and providing robust and real time reporting
Methodology
This is accomplished by City and Tyler working as a partnership and Tyler utilizing its depth of
implementation experience. While each Project is unique, all will follow Tyler’s six-stage methodology. Each
of the six stages is comprised of multiple work packages, and each work package includes a narrative
description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently
across Phases, and is scaled to meet the Client’s complexity and organizational needs.
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The methodology adapts to both single-phase and multiple-phase projects.
To achieve Project success, it is imperative that both City and Tyler commit to including the necessary
leadership and governance. During each stage of the Project, it is expected that City and Tyler Project teams
work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to
employ an iterative model where City’s business processes are assessed, configured, validated, and refined
cyclically in line with the project budget. This approach is used in multiple stages and work packages as
illustrated in the graphic below.
The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success.
As illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to
efficiently and effectively complete the Project.
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Part 2: Project Foundation
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 adequately 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 City collaborate to resolve Project
challenges according to defined escalation paths. In the event that project managers do not possess
authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation management
and City Steering Committee become the escalation points to triage responses prior to escalation to City
and Tyler executive sponsors. As part of the escalation process, each Project governance tier presents
recommendations and supporting information to facilitate knowledge transfer and issue resolution. City and
Tyler executive sponsors serve as the final escalation point.
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Project Scope Control
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.
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.
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 in order 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.
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 possible delays relative to the schedule, some
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changes may result in less cost to City; for example, City may decide it no longer 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 City, if any.
The timetable for implementing the change.
The effect on and/or risk to the schedule, resource needs or resource responsibilities.
City will use its good faith efforts to either approve or disapprove any Change Request within fifteen (15)
Business Days (or other period as mutually agreeable between Tyler and City). Any changes to the Project
scope, budget, or timeline must be documented and approved in writing using a Change Request form.
These changes constitute a formal amendment to the Statement of Work and will supersede any conflicting
term in the Statement of Work.
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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 City office or department designates specific individuals for making
decisions on behalf of their offices or departments.
Both Tyler and the City will identify representative project managers. These individuals will represent the
interests of all stakeholders and serve as the primary contacts between the two organizations.
The coordination of gaining client feedback and approval on Project deliverables will be critical to the
success of the Project. The City project manager will strive to gain deliverable and decision approvals from
all authorized City representatives. Given that the designated decision-maker for each department may not
always be available, there must be a designated proxy for each decision point in the Project. Assignment of
each proxy will be the responsibility of the leadership from each City department. The proxies will be named
individuals that have the authorization to make decisions on behalf of their department.
The following process will be used for accepting Deliverables and Control Points:
The City shall have ten (10) business days from the date of delivery, or as otherwise mutually agreed
upon by the parties in writing, to accept each Deliverable or Control Point. If the City does not
provide acceptance or acknowledgement within ten (10) business days, or the otherwise agreed
upon timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control Point as
accepted.
If the City does not agree the particular Deliverable or Control Point meets requirements, the City
shall notify Tyler project manager(s), in writing, with reasoning within ten (10) business days, or the
otherwise agreed-upon timeframe, not to be unreasonably withheld, of receipt of the Deliverable.
Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The City shall
then have five (5) business days from receipt of the redelivered Deliverable or Control Point to
accept or again submit written notification of reasons for rejecting the milestone. If the City does
not provide acceptance within five (5) business days, or the otherwise agreed upon timeframe, not
to be unreasonably withheld, Tyler deems the Deliverable or Control Point as accepted.
Roles and Responsibilities
The following defines the roles and responsibilities of each Project resource for City and Tyler. Roles and
responsibilities may not follow the organizational chart or position descriptions at City, but are roles defined
within the Project. It is common for individual resources on both the Tyler and client project teams to fill
multiple roles. Similarly, it is common for some roles to be filled by multiple people.
Tyler Roles & Responsibilities
Tyler assigns a project manager prior to the start of each Phase of the Project (some Projects may only be
one Phase in duration). Additional Tyler resources are assigned as the schedule develops and as needs arise.
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Tyler Executive Sponsor
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 in order 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 City ’s overall organizational strategy.
Authorizes required Project resources.
Resolves all decisions and/or issues not resolved at the implementation management level as part
of the escalation process.
Acts as the counterpart to City ’s executive sponsor.
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 City management as appropriate. Tyler executive
management is the escalation point for any issues not resolved at this level.
Assigns Tyler Project personnel.
Provides support for the Project team.
Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
Monitors Project progress including progress towards agreed upon goals and objectives.
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
client, the Tyler Project Manager provides regular updates to the client Steering Committee and
other Tyler governance members. Tyler Project Manager’s role includes responsibilities in the
following areas:
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 City project manager(s).
Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.
Planning
Delivers project planning documents.
Defines Project tasks and resource requirements.
Develops initial Project schedule and Project Management Plan.
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Collaborates with City project manager(s) to plan and schedule Project timelines to achieve on-time
implementation.
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 City and Tyler and takes all necessary
steps to proactively mitigate these items or communicate with transparency to City any items that
may impact the outcomes of the Project.
Collaborates with City ’s project manager(s) to establish key business drivers and success indicators
that will help to govern Project activities and key decisions to ensure a quality outcome of the
project.
Collaborates with City ’s project manager(s) to set a routine communication plan that will aide all
Project team members, of both City and Tyler, in understanding the goals, objectives, current
status, and health of the Project.
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.
Tyler Implementation Consultant
Completes tasks as assigned by the Tyler project manager(s).
Documents activities for services performed by Tyler.
Guides City through software validation process following configuration.
Assists during Go-Live process and provides support until City transitions to Client Services.
Facilitates training sessions and discussions with City and Tyler staff to ensure adequate discussion
of the appropriate agenda topics during the allotted time.
May provide conversion review and error resolution assistance.
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.
Tyler Technical Services
Maintains Tyler infrastructure requirements and design document(s).
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Involved in system infrastructure planning/review(s).
Provides first installation of licensed software with initial database on servers.
Supports and assists the project team with technical/environmental issues/needs.
Deploys Tyler products.
Conducts GIS Planning.
Reviews GIS data and provides feedback to the client.
Loads client provided GIS data into the system.
City Roles & Responsibilities
City resources will be assigned prior to the start of each Phase of the Project. One person may be assigned
to multiple Project roles.
City Executive Sponsor
The City executive sponsor provides support to the Project by providing strategic direction and
communicating key issues about the Project and its overall importance to the organization. When called
upon, the executive sponsor also acts as the final authority on all escalated Project issues. The executive
sponsor engages in the Project, as needed, in order to provide necessary support, oversight, guidance, and
escalation, but does not participate in day-to-day Project activities. The executive sponsor empowers the
City steering committee, project manager(s), and functional leads to make critical business decisions for
City.
Champions the project at the executive level to secure buy-in.
Authorizes required project resources.
Actively participates in organizational change communications.
City Steering Committee
The City steering committee understands and supports the cultural change necessary for the Project and
fosters an appreciation for the Project’s value throughout the organization. The steering committee
oversees the City project manager and Project as a whole through participation in regular internal meetings.
The City steering committee remains updated on all Project progress, Project decisions, and achievement of
Project milestones. The City steering committee also serves as primary level of issue resolution for the
Project.
Works to resolve all decisions and/or issues not resolved at the project manager level as part of the
escalation process.
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
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o Project Goals
o City Policies
o Needs of other client projects
City Project Manager
City shall assign project manager(s) prior to the start of this project with overall responsibility and authority
to make decisions related to Project Scope, scheduling, and task assignment. City Project Manager should
communicate decisions and commitments to the Tyler project manager(s) in a timely and efficient manner.
When City project manager(s) do not have the knowledge or authority to make decisions, he or she engages
the necessary resources to participate in discussions and make decisions in a timely fashion to avoid Project
delays. The client project manager(s) are responsible for reporting to client steering committee and
determining appropriate escalation points.
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.
Planning
Reviews and accepts project planning documents.
Defines project tasks and resource requirements for City project team.
Collaborates in the development and approval of the project schedule.
Collaborates with Tyler project manager(s) to plan and schedule project timelines to achieve on-
time implementation.
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 City and Tyler and takes all necessary steps to proactively mitigate these items or
communicate with transparency to Tyler any items that may impact the outcomes of the project.
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 City staff and Tyler, aiding in the understanding of goals,
objectives, current status, and health of the project by all team members.
Manages the requirements gathering process and ensure timely and quality business requirements
are being provided to Tyler.
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Resource Management
Acts as liaison between project team and stakeholders.
Identifies and coordinates all City resources across all modules, phases, and activities including data
conversions, forms design, hardware and software installation, reports building, and satisfying
invoices.
Provides direction and support to project team.
Builds partnerships among the various stakeholders, negotiating authority to move the project
forward.
Manages the appropriate assignment and timely completion of tasks as defined.
Assesses team performance and takes corrective action, if needed.
Provides guidance to City technical teams to ensure appropriate response and collaboration with
Tyler Technical Support Teams in order 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 such as Tyler University, Tyler
Knowledgebase and SharePoint.
Conducts training on proper use of toolsets.
Validates completion of required assignments using toolsets.
City 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 City project
manager.
Actively participates in all aspects of the implementation, including, but not limited to, the following
key activities:
o Task completion
o Stakeholder Meeting
o Project Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of City resources
o Attendance at scheduled sessions
o Change management activities
o Modification specification, demonstrations, testing and approval assistance
o Data analysis assistance
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o Decentralized end user training
o Process testing
o Solution Validation
City Power Users
Participate in project activities as required by the project team and project manager(s).
Provide subject matter expertise on City business processes and requirements.
Act as subject matter experts and attend Current & Future State Analysis sessions as needed.
Attend all scheduled training sessions.
Participate in all required post-training processes as needed throughout project.
Test all application configuration to ensure it satisfies business process requirements.
Become application experts.
Participate in Solution Validation.
Adopt and support changed procedures.
Complete all deliverables by the due dates defined in the project schedule.
Demonstrate competency with Tyler products processing prior to Go-live.
Provide knowledge transfer to City staff during and after implementation.
Participate in conversion review and validation.
City 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.
City 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 City third party interfaces.
Develops or assists in creating reports as needed.
Ensures on-site system meets specifications provided by Tyler.
Assists with software installation as needed.
Extracts and transmits conversion data and control reports from City’s legacy system per the
conversion schedule set forth in the project schedule.
City GIS
Participates in GIS planning activities.
Responsible for management and maintenance of City GIS infrastructure and data.
Ensures GIS data/service endpoints are in alignment with Tyler software requirements.
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Provides Tyler implementation team with GIS data/service access information.
City Upgrade Coordination
Becomes familiar with the software upgrade process and required steps.
Becomes familiar with Tyler’s releases and updates.
Utilizes Tyler Community to stay abreast of the latest Tyler releases and updates, as well as the
latest helpful tools to manage City’s software upgrade process.
Assists with the software upgrade process during implementation.
Manages software upgrade activities post-implementation.
Manages software upgrade plan activities.
Coordinates software upgrade plan activities with City and Tyler resources.
Communicates changes affecting users and department stakeholders.
Obtains department stakeholder acceptance to upgrade production environment.
City Change Management Lead
Validates that users receive timely and thorough communication regarding process changes.
Provides coaching to supervisors to prepare them to support users through the project changes.
Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
Identifies areas of resistance and develops a plan to reinforce the change.
Monitors post-production performance and new process adherence.
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Part 3: Project Plan
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 City.
*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.
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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.
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 City with
initial Project documents used to gather names of key personnel, their functional role as it pertains to the
Project, as well as any blackout dates to consider for future planning. City gathers the information requested
by the provided deadline ensuring preliminary planning and scheduling can be conducted moving the
Project forward in a timely fashion. Internally, the Tyler Project Manager(s) coordinate with sales to ensure
transfer of vital information from the sales process prior to scheduling a Project Planning Meeting with
City’s team. During this step, Tyler will work with City to establish the date(s) for the Project and Phase
Planning session.
Objectives:
Formally launch the project.
Establish project governance.
Define and communicate governance for Tyler.
Identify client project team.
STAGE 1 Initial Coordination
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Tyler project team is assigned A R C I I I I I I
Client project team is assigned A I R I I I
Provide initial project
documents to City A R C C I I
Gather preliminary information
requested I A R C C C C
Sales to implementation
knowledge transfer A R I I I I I
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Create Project Portal to store
project artifacts and facilitate
communication
A R I
Inputs Contract documents
Statement of Work
Outputs/Deliverables Completed initial project documents
Project portal
Work package assumptions:
Project activities begin after the agreement has been fully executed.
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 City to coordinate and plan a formal Project planning
meeting(s). This meeting signifies the start of the Project and should be attended by all City Project team
members and the Tyler Project Manager. The meeting provides an opportunity for Tyler to introduce its
implementation methodology, terminology, and Project management best practices to City’s Project Team.
This will also present an opportunity for project managers and Project sponsors to begin to discuss Project
communication, metrics, status reporting and tools to be used to measure Project progress and manage
change.
Tyler will work with the City Project Team to prepare and deliver the Project Management Plan as an output
of the planning meeting. This plan will continue to evolve and grow as the Project progresses and will
describe how the project will be executed, monitored, and controlled.
During project planning, Tyler will introduce the tools that will be used throughout the implementation.
Tyler will familiarize the client 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 Client
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RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Schedule and
conduct planning
session(s)
A R I C C I
Develop Project
Management Plan A R I C C I
Develop initial
project schedule A R I I I I I I C C I I C I
Inputs Contract documents
Statement of Work
Guide to Starting Your Project
Outputs / Deliverables Acceptance Criteria [only] for Deliverables
Project Management Plan Delivery of document
Project Operational Plan Delivery of document
Initial Project Schedule City provides acceptance of schedule based
on resource availability, project budget, and
goals.
Work package assumptions:
City has reviewed and completed the Guide to Starting Your Project document.
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). The City is responsible for the installation and setup of all
peripheral devices.
Objectives:
Ensure City’s infrastructure meets Tyler’s application requirements on Tyler hosted environment
Ensure City’s infrastructure is scheduled to be in place and available for use on time.
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STAGE 1 Infrastructure Planning
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SME ) Department Heads End Users Technical Leads Provide Infrastructure
Requirements and
Design Document
A R C C I I
Initial Infrastructure
Meeting A R C C C C
*Schedule SaaS
Environment Availability A R C I
*Schedule Hardware to
be Available for
Installation
I I A R C
Schedule Installation of
All Licensed Software A R C I I
Infrastructure Audit A R C I C
Inputs 1. Initial Infrastructure Requirements and Design Document
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
1. Completed Infrastructure Requirements
and Design Document
Delivery of Document
2. Infrastructure Audit System Passes Audit Criteria
Work package assumptions:
City will maintain environment (or virtual environment) for On-Premise deployments.
Stakeholder Meeting
Communication of the Project planning outcomes to the City Project team, executives and other key
stakeholders is vital to Project success. The Stakeholder meeting is a strategic activity to inform, engage,
gain commitment, and instill confidence in the City team. During the meeting, the goals and objectives of
the Project will be reviewed along with detail on Project scope, implementation methodology, roles and
responsibilities, Project timeline and schedule, and keys to Project success.
Objectives:
Formally present and communicate the project activities and timeline.
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Communicate project expectations.
STAGE 1 Stakeholder Meeting
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Create Stakeholder
Meeting Presentation I A R I I I I C I
Review Stakeholder
Meeting Presentation I C A R C
Perform Stakeholder
Meeting Presentation I A R I I I I C I I I I I I
Inputs Agreement
SOW
Project Management Plan
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Stakeholder Meeting Presentation
Work package assumptions:
None
GIS Preparation
GIS data is a core part of many Tyler applications. Other City offices/products may also use this data and
have different GIS requirements. A key focus of this preparation will be the process for developing the GIS
data for use with Tyler applications. This can be an iterative process, so it is important to begin preparation
early.
Objectives:
Identify all City GIS data sources and formats.
Tyler to understand City’s GIS needs and practices.
Ensure City’s GIS data meets Tyler product requirements.
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STAGE 1 GIS Preparation
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Initial GIS Planning
Meeting A R C C C
Determine all GIS Data
Sources I I A R C
Provide Source GIS Data I I A R C
Review GIS Data and
Provide Feedback A R C I C
Inputs GIS Requirements Document
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Production Ready Map Data Meets Tyler GIS Requirements.
Work package assumptions:
GIS data provided to Tyler is accurate and complete.
GIS data provided to Tyler is current.
City is responsible for maintaining the GIS data.
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
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Project portal made available to City
Stakeholder meeting complete
GIS Data Production Ready
Completed Infrastructure Requirements and Design Document
System Passes Infrastructure Audit (as applicable)
Assess & Define
The Assess & Define stage will provide an opportunity to gather information related to current City business
processes. This information will be used to identify and define business processes utilized with Tyler
software. City collaborates with Tyler providing complete and accurate information to Tyler staff and
assisting in analysis, understanding current workflows and business processes.
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 City team knowledge transfer such
as: eLearning, documentation, or walkthroughs. The City 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 City for current and future state analysis.
STAGE 2 Solution Orientation
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Provide pre-requisites A R I I I I I
Complete pre-
requisites A R C C
Conduct orientation A R I I I I I
Inputs Solution orientation materials
Training Plan
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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.
City and Tyler will evaluate current state processes, options within the new software, pros and cons of each
based on current or desired state and make decisions about the future state configuration and processing.
This may occur before or within the same timeframe as the configuration work package. The options within
the new software will be limited to the scope of this implementation and will make use of standard Tyler
functionality.
The City will adopt the existing Tyler solution wherever possible to avoid project schedule and quality risk
from over customization of Tyler products. It is the client’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 Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Current State process
review A R I I I C C C C C
Discuss future-state
options A R C C C C C C C C
Make future-state
decisions (non-COTS) C C C C C A R I C C
Document anticipated
configuration options
required to support
future state
A R C C C I I I I I
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Inputs Client current state documentation
Solution Orientation completion
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Documentation that describes future-state
decisions and configuration options to support
future-state decisions.
Delivery of document
Work package assumptions:
City attendees possess sufficient knowledge and authority to make future state decisions.
City is responsible for any documentation of current state business processes.
Client is able to effectively communicate current state processes.
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 Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Extract Data from
Source Systems I C A R
Complete Data
Analysis/Mapping A R C C I C C I
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City of Dublin
Tyler Technologies, Inc. Page | 25
Review and Scrub
Source Data I I I A R C I
Build/Update Data
Conversion Plan R C C C I I I I
Inputs Client Source data
Client Source data Documentation (if available)
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Data Conversion Plan built/updated Client 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 City representatives to identify business rules before writing the conversion.
City subject matter experts and resources most familiar with the current data will be involved in the
data conversion planning effort.
Intentionally left blank.
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.
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
Stakeholder meeting complete
Data conversion plan built.
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City of Dublin
Tyler Technologies, Inc. Page | 26
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 client against future state decisions defined in previous stages and processes refined as
needed to ensure business requirements are met.
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.
Objectives:
All licensed software is installed and operational.
City is able to access the software.
STAGE 3 Initial System Deployment (Hosted/SaaS)*
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Prepare hosted
environment A R I C
Install Licensed
Software with
Initial Database on
Server(s) for
Included
Environments
A R I C
Install Licensed
Software on Client
Devices (if
applicable)
I C A R
Tyler System
Administration
Training (if
applicable)
A R I C
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City of Dublin
Tyler Technologies, Inc. Page | 27
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Licensed Software is Installed on the Server(s) Software is accessible
Licensed Software is Installed on Clients (if
applicable)
Software is accessible
Installation Checklist/System Document System Passes
Infrastructure Design Document (C&J – If
Applicable)
Work package assumptions:
The most current generally available version of the Tyler Licensed Software will be installed.
City will provide network access for Tyler modules, printers, and Internet access to all applicable City
and Tyler Project staff.
Configuration
The purpose of Configuration is to prepare the software product for validation.
Tyler staff collaborates with City to complete software configuration based on the outputs of the future
state analysis performed during the Assess and Define Stage. City collaborates with Tyler staff iteratively to
validate software configuration.
Objectives:
Software is ready for validation.
Educate City SME how to configure and maintain software.
Prepare standard interfaces for process validation (if applicable).
STAGE 3 Configuration
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Conduct configuration
training A R I C C
Complete Tyler
configuration tasks
(where applicable)
A R I I I
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City of Dublin
Tyler Technologies, Inc. Page | 28
Complete Client
configuration tasks
(where applicable)
I C A R C
Standard interfaces
configuration and
training (if applicable)
A R C I C C C
Updates to Solution
Validation testing plan C C A R C C
Inputs Documentation that describes future state decisions and configuration options to support future
state decisions.
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Configured System N/A
Work package assumptions:
Tyler provides guidance for configuration options available within the Tyler software. City is
responsible for making decisions when multiple options are available.
Process Refinement
Tyler will educate the City users on how to execute processes in the system to prepare them for the
validation of the software. City collaborates with Tyler staff iteratively to validate software configuration
options to support future state.
Objectives:
Ensure that City understands future state processes and how to execute the processes in the
software.
Refine each process to meet the business requirements.
Validate standard interfaces, where applicable.
Validate forms and reports, where applicable.
STAGE 3 Process Refinement
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
City of Dublin
Tyler Technologies, Inc. Page | 29
Conduct process
training A R I C I C
Confirm process
decisions I C A R C I C
Test configuration I C A R C
Refine
configuration
(Client
Responsible)
A R I I I
Refine
configuration
(Tyler Responsible)
I C A R C
Validate interface
process and
results
I C C A R C C
Update client-
specific process
documentation (if
applicable)
I C A R C
Updates to
Solution Validation
testing plan
C C A R C C
Inputs Initial Configuration
Documentation that describes future state decisions and configuration options to support
future state decisions.
Solution validation test plan
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Updated solution validation test plan
Completed client-specific process
documentation (completed by City)
Work package assumptions:
None
Conversion Delivery
The purpose of this task is to transition the City’s data from their source (“legacy”) system(s) to the Tyler
system(s). The data will need to be mapped from the legacy system into the new Tyler system format. A
well-executed data conversion is key to a successful cutover to the new system(s).
With guidance from Tyler, the City will review specific data elements within the system and identify / report
discrepancies. Iteratively, Tyler will collaborate with the City to address conversion discrepancies. This
process will allow for clean, reconciled data to transfer from the source system(s) to the Tyler system(s).
Reference Conversion Appendix for additional detail.
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City of Dublin
Tyler Technologies, Inc. Page | 30
Objectives:
Data is ready for production (Conversion).
STAGE 3 Data Delivery & Conversion
Tyler Client
RACI MATRIX
KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Provide data
crosswalks/code
mapping tool
A C R I I I
Populate data
crosswalks/code
mapping tool
I C C A R C
Iterations:
Conversion
Development
A C R I I
Iterations:
Deliver
converted data
A R I I I
Iterations:
Proof/Review C C C A R C C
DocuSign Envelope ID: F9FF42B8-22AB-4FD1-BB1C-E78A03898467
City of Dublin
Tyler Technologies, Inc. Page | 31
data and
reconcile to
source system
Inputs
Data Conversion Plan
Configuration
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Code Mapping Complete / Validated N/A
Conversion Iterations / Reviews Complete Conversion complete, verified and ready for
final pass
Work package assumptions:
The City will provide a database backup (via KiteWorks); Tyler will utilize their Eden to Munis team
to extract data from the legacy Eden system into a format for upload to Munis.
The City subject matter experts and resources most familiar with the current data will be involved in
the data conversion effort.
The City project team will be responsible for completing the code mapping activity, with assistance
from Tyler.
Intentionally left blank.
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.
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Production Readiness
Activities in the Production Readiness stage will prepare the client 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 client to review the status of the project and the organizations readiness for go-live.
Solution Validation
Solution Validation is the end-to-end software testing activity to ensure that City verifies all aspects of the
Project (hardware, configuration, business processes, etc.) are functioning properly, and validates that all
features and functions per the contract have been deployed for system use.
Objectives:
Validate that the solution performs as indicated in the solution validation plan.
Ensure City organization is ready to move forward with go-live and training (if applicable).
STAGE 4 Solution Validation
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Update Solution
Validation plan A R C C C C
Update test scripts (as
applicable) C C C A R C
Perform testing C C C A R C
Document issues from
testing C C C A R C
Perform required
follow-up on issues A R C C C C
Inputs Solution Validation plan
Completed work product from prior stages (configuration, business process, etc.)
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Solution Validation Report City updates report with testing results
Work package assumptions:
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Tyler Technologies, Inc. Page | 33
Designated testing environment has been established.
Testing includes current phase activities or deliverables only.
Go-Live Readiness
Tyler and City will ensure that all requirements defined in Project planning have been completed and the
Go-Live event can occur, as planned. A go-live readiness assessment will be completed identifying risks or
actions items to be addressed to ensure the client has considered its ability to successfully Go-Live. Issues
and concerns will be discussed and mitigation options documented. Tyler and City 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 Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Perform Readiness
Assessment I A R C C I C I I I I I I
Conduct Go-Live
planning session A R C C C C C C C
Order peripheral
hardware (if applicable) I A R C
Confirm procedures for
Go-Live issue reporting
& resolution
A R I I I I C C I I I I I
Develop Go-Live
checklist A R C C C C I C C
Final system
infrastructure review
(where applicable)
A R C C
Inputs Future state decisions
Go-live checklist
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Tyler Technologies, Inc. Page | 34
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Updated go-live checklist Updated Action plan and Checklist for go-live
delivered to City
Work package assumptions:
None
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.
Tyler will provide standard application documentation for the general use of the software. It is not Tyler’s
responsibility to develop client specific business process documentation. Client-led training labs using client
specific business process documentation if created by the client 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 is prepared for on-going training and support of the application.
STAGE 4 End User Training
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Update training plan A R C C I C
End User training
(Tyler-led) A R C C C I C C C
Inputs Training Plan
List of End Users and their Roles / Job Duties
Configured Tyler System
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
End User Training City signoff that training was delivered
Work package assumptions:
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City of Dublin
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The City project team will work with Tyler to jointly develop a training curriculum that identifies the
size, makeup, and subject-area of each of the training classes.
Tyler will work with City as much as possible to provide end-user training in a manner that
minimizes the impact to the daily operations of City departments.
City will be responsible for training new users after go-live (exception—previously planned or
regular training offerings by Tyler) using recorded end user training sessions
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 checklist.
End user training.
Production Readiness stage acceptance criteria:
All stage deliverables accepted based on criteria previously defined.
Go-Live planning session conducted.
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 City will follow the comprehensive action plan laid out during Go-
Live Readiness to support go-live activities and minimize risk to the Project during go-live. Following go-live,
Tyler will work with City 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.
Go-Live
Following the action plan for Go-Live, defined in the Production Readiness stage, City and Tyler will
complete work assigned to prepare for Go-Live.
City provides final data extract and Reports from the Legacy System for data conversion and Tyler executes
final conversion iteration, if applicable. If defined in the action plan, City manually enters any data added to
the Legacy System after final data extract into the Tyler system.
Tyler staff collaborates with City during Go-Live activities. City transitions to Tyler software for day-to day
business processing.
Some training topics are better addressed following Go-Live when additional data is available in the system
or based on timing of applicable business processes and will be scheduled following Go-Live per the Project
Schedule.
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City of Dublin
Tyler Technologies, Inc. Page | 36
Objectives:
Execute day to day processing in Tyler software.
Client data available in Production environment.
STAGE 5 Go-Live
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Provide final source
data extract, if
applicable
C C A R
Final source data
pushed into production
environment, if
applicable
A C R I C C C
Proof final converted
data, if applicable C C C A R C
Complete Go-Live
activities as defined in
the Go-Live action plan
C C C A R C I C
Provide Go-Live
assistance A R C C I C C I C I C
Inputs Comprehensive Action Plan for Go-Live
Final source data (if applicable)
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Data is available in production environment Client confirms data is available in production
environment
Work package assumptions:
City will complete activities documented in the action plan for Go-Live as scheduled.
External stakeholders will be available to assist in supporting the interfaces associated with the Go-
Live live process.
The Client business processes required for Go-Live are fully documented and tested.
The City Project team and subject matter experts are the primary point of contact for the end users
when reporting issues during Go-Live.
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The City Project Team and SME’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 teams as necessary.
The Tyler Go-Live support team provides standard functionality responses, which may not be
tailored to the local business processes.
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 City onto the Tyler Client Services team, who provides City with assistance following Go-Live, officially
transitioning City to operations and maintenance.
Objectives:
Ensure no critical issues remain for the project teams to resolve.
Confirm proper knowledge transfer to City teams for key processes and subject areas.
STAGE 5 Transition to Client Services
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Transfer client to Client
Services and review
issue reporting and
resolution processes
I I A I I R I I C C C
Review long term
maintenance and
continuous
improvement
A R C C C
Inputs Open item/issues List
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Client Services Support Document
Work package assumptions:
No material project issues remain without assignment and plan.
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City of Dublin
Tyler Technologies, Inc. Page | 38
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 Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Schedule contracted
activities that are
planned for delivery
after go-live
A R C C C C I C C I C C
Determine resolution
plan in preparation for
phase or project close
out
A R C C C I C C I C
Inputs List of post Go-Live activities
Outputs /
Deliverables
Acceptance Criteria [only] for
Deliverables
Updated issues log
Work package assumptions:
System is being used in a live production state.
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City of Dublin
Tyler Technologies, Inc. Page | 39
Post Implementation Review
Tyler provides post-production services if included in the Agreement. Prior to scheduling services, the Tyler
project manager(s) collaborate with City of Dublin project manager(s) to identify needs. Post
Implementation Evaluation Report (PIER) services will be delivered after each phase: 1 (Financials), 2
(HCM), and 3 (Land Management / EnerGov).
STAGE 5 Post Implementation Evaluation Report (PIER)
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed
Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Identify topics for post-
production services
C C A R I C I
Schedule services for
post- production topics
A R I C C I C I
PIER - Identify/discuss if the
required modules were
implemented, and if not, why
not, and how this will be rectified
A
R
I
C
C
PIER - Identify/discuss if the
required training was delivered,
and if not, why not, and how this
will be rectified
A
R
I
C
C
PIER - Identify/discuss the method
to be used to determine if there
are any gaps in user system
utilization, and if so, what are they
A
R
I
C
C
C
C
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City of Dublin
Tyler Technologies, Inc. Page | 40
PIER - Identify/discuss how gaps
would be addressed through
additional training (to include
when, where, how, participants,
specific training to be provided,
etc.)
A
R
I
C
C
PIER - Identify/discuss any
lessons learned
A R I C C
PIER - Develop a report that
addresses the information
A R I C C
PIER - Submit this report to the City
for review and approval
A R I C C
PIER - Deliver the additional training A R I C C C C
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.
Close
The Close stage signifies full implementation of all products purchased and encompassed in the Phase or
Project. City transitions to the next cycle of their relationship with Tyler (next Phase of implementation or
long-term relationship with Tyler Client Services).
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 City for systems implemented in the
Phase.
Objectives:
Agreement from Tyler and City teams that activities within this phase are complete.
STAGE 6 Phase Close Out
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Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Reconcile project budget
and status of contract
Deliverables
I A R I I C
Hold post phase review
meeting A R C C C C C C C C C
Release phase-
dependent Tyler project
resources
A R I I
Participants Tyler Client
Project Leadership Project Manager
Project Manager Project Sponsor(s)
Implementation Consultants Functional Leads, Power Users,
Technical Leads
Technical Consultants (Conversion, Deployment,
Development)
Client Services
Inputs Contract
Statement of Work
Project artifacts
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Final action plan (for outstanding items)
Reconciliation Report
Post Phase Review
Work package assumptions:
Tyler deliverables for the phase have been completed.
Project Closeout
Completion of this work package signifies final acceptance and formal closing of the Project.
At this time City may choose to begin working with Client Services to look at continuous improvement
Projects, building on the completed solution.
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Objectives:
Confirm no critical issues remain for the project teams to resolve.
Determine proper knowledge transfer to City teams for key processes and subject areas has
occurred.
Verify all deliverables included in the Agreement are delivered.
STAGE 6 Project Close Out
Tyler Client
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (SMEs) Department Heads End Users Technical Leads Conduct post project
review A R C C C C C C C C C
Deliver post project
report to City and Tyler
leadership
I A R I I C
Release Tyler project
resources A R I I
Inputs Contract
Statement of Work
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Post Project Report Client acceptance; Completed report indicating
all project Deliverables and milestones have
been completed
Work package assumptions:
All project implementation activities have been completed and approved.
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.
Control Point 6: Close Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.
Note: Advancement to the Close Stage is not dependent upon Tyler’s receipt of this Stage Acceptance.
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Close Stage Deliverables:
Post Project Report.
Close Stage Acceptance Criteria:
Completed report indicating all Project deliverables and milestones have been completed.
General Assumptions
Tyler and City will use this SOW as a guide for managing the implementation of the Tyler Project as provided
and described in the Agreement. There are a number of 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.
Project
Project activities will begin after the Agreement has been fully executed.
The City Project Team will complete their necessary assignments in a mutually agreed upon
timeframe in order to meet the scheduled go-live date, as outlined in the Project Schedule.
Sessions will be scheduled and conducted at a mutually agreeable time.
Additional services, software modules and modifications not described in the SOW or Agreement will
be considered a change to this Project and will require a Change Request Form as previously
referenced in the definition of the Change Control Process.
Tyler will provide a written agenda and notice of any prerequisites to the City project manager(s) ten
(10) business days or as otherwise mutually agreed upon time frame prior to any scheduled on-site or
remote sessions, as applicable.
Tyler will provide guidance for configuration and processing options available within the Tyler
software. If multiple options are presented by Tyler, City is responsible for making decisions based on
the options available.
Implementation of new software may require changes to existing processes, both business and
technical, requiring City to make process changes.
City is responsible for defining, documenting and implementing their policies that result from any
business process changes.
Organizational Change Management
Unless otherwise contracted by Tyler, City is responsible for managing Organizational Change. Impacted
Client resources will need consistent coaching and reassurance from their leadership team to embrace and
accept the changes being imposed by the move to new software. An important part of change is ensuring that
impacted client resources understand the value of the change, and why they are being asked to change.
Resources and Scheduling
City resources will participate in scheduled activities as assigned in the Project Schedule.
The City team will complete prerequisites prior to applicable scheduled activities. Failure to do so
may affect the schedule.
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Tyler and City 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.
City will ensure assigned resources will follow the change control process and possess the required
business knowledge to complete their assigned tasks successfully. Should there be a change in
resources, the replacement resource should have a comparable level of availability, change control
process buy-in, and knowledge.
City makes timely Project related decisions in order 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.
City will respond to information requests in a comprehensive and timely manner, in accordance with
the Project Schedule.
City will provide adequate meeting space or facilities, including appropriate system connectivity, to
the project teams including Tyler team members.
For on-site visits, Tyler will identify a travel schedule that balances the needs of the project and the
employee.
Assignment and Removal of Staff. Tyler will provide the City with resumes and references
(previous Tyler implementations) for the proposed Project Manager (PM) and Lead
Implementation Consultant (IC) at least 60 days before the start of any phase. The City will have
15 days to review the resume and conduct any reference checks. The City has the right to reject
any staff and Tyler will then submit another resource for the City’s approval. After the City has
approved a resource, the City will not request removal of that resource during the project except
for good cause.
Data
Data will be converted as provided and Tyler will not create data that does not exist.
City is responsible for the quality of legacy data and for cleaning or scrubbing erroneous legacy data.
City will extract and upload data; Tyler will format into approved file layouts.
Tyler will work closely with City representatives to identify business rules before writing the
conversion. City must confirm that all known data mapping from source to target have been
identified and documented before Tyler writes the conversion.
All in-scope source data is in data extract(s).
Each legacy system data file submitted for conversion includes all associated records in a single
approved file layout.
The client 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 Project Team is responsible for reviewing the converted data and reporting issues during
each iteration, with assistance from Tyler.
Client is responsible for providing or entering test data (e.g., data for training, testing interfaces, etc.)
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Facilities
City will provide dedicated space for Tyler staff to work with City resources for both on-site and
remote sessions. If Phases overlap, City will provide multiple training facilities to allow for
independent sessions scheduling without conflict.
City will provide staff with a location to practice what they have learned without distraction.
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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
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
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.
Data 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.
Go-Live The point in time when the Client is using the Tyler software to
conduct daily operations in Production.
Informed Those who are kept up-to-date on progress, often only on
completion of the task or deliverable, and with whom there is
just one-way communication. [Also see RACI]
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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.
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]
Scope Products and services that are included in the Agreement.
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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.
Statement 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.
TylerU Tyler University (commonly referred to as Tyler U) is Tyler’s
online training and education system that includes tutorials and
self-guided training lessons and activities.
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.
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Part 4: Appendices
Conversion
EnerGov Conversion Summary
Community Development
Permit Master basic information
Plan Master basic information
Plan & Permit Contacts
o Unique (keyed) contacts converted to global contacts
o Non-keyed contacts converted to a Memo Custom Field or standard note
Sub-permit Associations – Visible in Workflow and Attached Records
Reviews and Approvals
Projects
Permit Renewals
Bonds and Escrow
Contractors
Initialized Workflows
Inspections and Inspection Cases
Meetings and Hearings
Activities and Actions
Conditions
Fees
Holds
Notes
Parcels and Addresses
Payments and Fee History
Zones
Code Case Master basic information
Code Requests
Code Case Contacts and Properties
o Unique (keyed) contacts converted to global contacts
o Non-keyed contacts converted to a Memo Custom Field or standard note
Violations
o Fees
o Payments
o Notes
Business Management
Business Entity (Only for Business Licensing)
License Master basic information
License Contacts
o Unique (keyed) contacts converted to global contacts
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o Non-keyed contacts converted to a Memo Custom Field or standard note
Reviews and Approvals – Converted to Activity
Fees
Bonds and Escrow
Activities and Actions
Conditions
Notes
Holds
Initialized Workflows
Contractors
Business Types and NAICS Codes
Payment and Fee History
Code Case Master basic information
Code Requests
Code Case Contacts and Properties
o Unique (keyed) contacts converted to global contacts
o Non-keyed contacts converted to a Memo Custom Field or standard note
Parcels and Addresses
Meetings and Hearings
Violations
o Fees
o Payments
o Notes
Munis Conversion Summary
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
Requires the use of a Tyler provided spreadsheet for design and entry of the data to be converted
Accounting – GL Full Transaction History Detail (10 Years)
Detailed GL transaction history
Up to 10 years
Accounts Payable Master
Vendor Master file including names, addresses, SSN/FID, contacts, phone numbers
Multiple remittance addresses
o Year-to-date 1099 amounts
Accounts Payable - Checks
Check header data including vendor, warrant, check number, check date, overall check amount, GL
cash account and clearing information
Check detail data including related document and invoice numbers for each check
Up to 5 years
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Accounts Payable - Invoices
Invoice header data containing general information for the invoice
Invoice detail data containing line-specific information for the invoice
Up to 5 years
Capital Assets - History
Transaction history data for acquisitions, disposals, transfers, etc.
Contracts
Contract header detail with many fields available to convert including fiscal year and period, vendor
number, department code, description, enforcement method code, dates for award, approval, entry
and expiration, retention information, user-defined type and review codes, status code, user id for
entry and approver. Additional fields are also available. A balance forward contract amount is
converted, if original amount is required there will be an additional charge and contracts, po’s and
invoices must be converted together.
General Billing CID
Customer information
General Billing – Recurring Invoices
General Billing Invoices that are sent on a regular basis
Header records with general information about the invoice
Detail records with line-specific information
General Billing – Bills
5 years of open and closed invoices
General Ledger information so open invoices can be processed in Munis
Payroll
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
Payroll – Accrual Balances
Employee Accrual Balances including Vacation, Holiday, and other Leave balances
Start of year balance, earned to date, used to date
Payroll – Accumulators
YTD, QTD, MTD amounts for employee pay and deductions
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Needed for mid-calendar-year go-live
May not be needed if converting earnings/deductions history
Up to 5 years
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.
Payroll – Certifications
Certification area and certification type codes, certification number and effective date, expiration
date, and required-by date, codes for certification level and subjects
Payroll - Deductions
Employee Deductions - including employee ID, deduction codes, tax information, and direct deposit
information
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.
Payroll – Education
Codes, for institution, type of degree, and area(s) of study
Payroll – PM Action History
A variety of Personnel actions, such as job or salary changes and dates these events occurred.
Up to 5 years
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
Payroll – State Retirement Tables
Specific state-required data, plus related service years information, when appropriate
Needed for some states
Project Grant Accounting
Segments, account strings and fund string allocation table
Requires the use of a Tyler provided (Chart of Accounts) spreadsheet for design and entry of the data
to be converted
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Project Grant Accounting - Actuals
Summary project ledger string balances. If linking to GL, must be converted at the same time.
Up to 3 years
Purchase Orders
Open purchase orders header data including vendor, buyer, date, accounting information, etc.
Open purchase orders detail data including line item descriptions, quantities, amounts, etc.
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Additional Appendices
EnerGov Definitions
“Unique Business Transactions”
Unique workflow or business process steps & actions (including output actions)
Unique Fee assessment / configuration definition
Unique Custom fields/forms definition
Uniqueness of any of these mentioned parameters regulates the need for a unique business case
transaction design document and configuration event.
“Template Transactions”
A pre-defined and pre-configured EnerGov best management business process.
The following modifications to Template Transactions are considered within scope (quantified above
in “Transactions and Automation” section):
o Any changes to required inspections within the workflow
o Any changes to the required plan reviews within the workflow
o Adding up to 2 additional actions to the workflow
o Configuration of fees, allowing creation of up to 3 new fees to accommodate
o Any changes to custom field layouts that are directly related to fees or included reports
“Geo-Rules”
An automation event that references GIS data. Current geo-rule action types are:
Alert Displays a pop-up with a custom message to the user, notifying them of certain spatial
data (i.e. noise abatement zones; flood zones; etc.).
Block Places a block on the case and prevents any progress or updates from occurring on the
record (i.e. no status changes can be completed, no fees can be paid, the workflow
cannot be managed, etc.)
Block with
Override
Places a block on the case and prevents any progress or updates from occurring on the
record (i.e. no status changes can be completed, no fees can be paid, the workflow
cannot be managed, etc.) However, the block can be overridden by end-users who have
been given the proper securities.
Fee Date Populates the CPI vesting date on the record if vesting maps are used by the jurisdiction.
Field
Mapping
A custom field or any field inherent in the EnerGov application can automatically populate
with information based on spatial data.
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Required
Action
A workflow action can automatically populate in the workflow details for the particular
record (i.e. plan, permit, code case, etc.) that requires the action based on certain spatial
data related to the case.
Required
Step
A workflow step can automatically populate in the workflow details for the particular
record (i.e. plan, permit, code case, etc.) that requires the step based on certain spatial
data related to the case.
Zone
Mapping
The zone(s) automatically populate on the “Zones” tab of the record (i.e. plan, permit,
code case, etc.).
“Intelligent Objects (IO)”
Key components for automatically and reactively triggering geo-rules, computing fees, and generating
emails, alerts and other notifications.
“Intelligent Automation Agents (IAA)”
A tool designed to automate task in a proactive manner by setting values and generating emails and
other tasks. On a nightly basis, a Windows service sweeps the EnerGov system looking for IAA tasks
that need to be run, then the associated actions are performed. The IAA does not generate alerts or
errors. Custom SQL queries are not Tyler deliverables.
“EnerGov SDK API (Toolkits)”
API’s developed by Tyler Technologies for extending the EnerGov Framework and functionality to
external agencies and systems. Full documentation is available for each toolkit upon request.
Note: The EnerGov toolkits and related documentation are simply tools that allow clients to create
applications and integrations. The purchase of a toolkit does not imply any development related
services from Tyler Technologies. The client is responsible for working with their IT staff and VAR’s to
develop any necessary applications and integrations except as otherwise noted in the Investment
Summary or for any “in-scope” integrations.
Intentionally left blank.
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Project Timeline
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.
Phases and Module Timeline
Phase Functional Areas Modules Start Date Go-Live
Date
1 Financials • Accounting General Ledger
• Accounts Payable
• Budgeting
• Capital Assets
• Cash Management
• Contract Management
• Project & Grant Accounting
• Purchasing
• eProcurement
• Accounts Receivable including Loans
• General Billing
• Tyler Cashiering
March 2021 July 2022
Phase Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
1 PIER
1a
2 PIER
3 PIERLand Management/ EnerGov
Finance
HCM / Payroll
CAFR
2021 2022 2023
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System Wide • Munis Analytics & Reporting
o Tyler Reporting Services
o Munis Office
o HUB
• Tyler ReadyForms Processing
• Tyler Content Manager SE
Finance PIER December
2022
1a CAFR Statement
Builder
• CAFR Statement Builder August 2023 September
2023
2 Human Capital
Management
• Payroll w/Employee Self Service
• ExecuTime Time & Attendance
• Employee Expense Reimbursement
• HR & Talent Management
• Risk Management
September
2021
July 2022
September
2022
HCM PIER March 2023
3 EnerGov • EnerGov Business Management Suite
• EnerGov Community Development
Suite
• EnerGov Citizen Self Service –
Business Management
• EnerGov Citizen Self Service –
Community Development
• EnerGov e-Reviews
• EnerGov iG Workforce Apps
• Report Toolkit
• Tyler 311
April 2022 July 2023
EnerGov PIER December
2023
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