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HomeMy WebLinkAboutEyeP Solutions 2025-11-18COU No. 2526-148 PAGE 1 OF 7 AGREEMENT FOR PROFESSIONAL CONSULTING SERVICES This Agreement, made and entered into this 18th day of November, 2025 (“Effective Date”), by and between CITY OF UKIAH, CALIFORNIA, hereinafter referred to as "City" and EyeP Solutions, Inc., a corporation organized and in good standing under the laws of the state of California, hereinafter referred to as "Consultant". RECITALS This Agreement is predicated on the following facts: a.City requires consulting services related to parking enforcement LPR cameras. b.Consultant represents that it has the qualifications, skills, experience and properly licensed to provide these services, and is willing to provide them according to the terms of this Agreement. c.City and Consultant agree upon the Scope-of-Work and Work Schedule attached hereto as Attachment "A", describing contract provisions for the project and setting forth the completion dates for the various services to be provided pursuant to this Agreement. TERMS OF AGREEMENT 1.0 DESCRIPTION OF PROJECT 1.1 The Project is described in detail in the attached Scope-of-Work (Attachment "A"). 2.0 SCOPE OF SERVICES 2.1 As set forth in Attachment "A". 2.2. Additional Services. Additional services, if any, shall only proceed upon written agreement between City and Consultant. The written Agreement shall be in the form of an Amendment to this Agreement. 3.0 CONDUCT OF WORK 3.1 Time of Completion. Consultant shall commence performance of services as required by the Scope-of-Work upon receipt of a Notice to Proceed from City and shall complete such services within three (3) years from receipt of the Notice to Proceed. Consultant shall complete the work to the City's reasonable satisfaction, even if contract disputes arise or Consultant contends it is entitled to further compensation. The time of completion encompasses the full Scope of Work described in Exhibit A, which shall be invoiced upon completion, as well as the ongoing support services set forth in Exhibit B, which shall be invoiced on an annual basis. It also includes any licensing-related costs identified in the proposal. COU No. 2526-148 PAGE 2 OF 7 4.0 COMPENSATION FOR SERVICES 4.1 Basis for Compensation. For the performance of the professional services of this Agreement, Consultant shall be compensated on a time and expense basis not to exceed a guaranteed maximum dollar amount of $53,386.10. Labor charges shall be based upon hourly billing rates for the various classifications of personnel employed by Consultant to perform the Scope of Work as set forth in the attached Attachment A, which shall include all indirect costs and expenses of every kind or nature, except direct expenses. The direct expenses and the fees to be charged for same shall be as set forth in Attachment A. Consultant shall complete the Scope of Work for the not-to- exceed guaranteed maximum, even if actual time and expenses exceed that amount. 4.2 Changes. Should changes in compensation be required because of changes to the Scope-of-Work of this Agreement, the parties shall agree in writing to any changes in compensation. "Changes to the Scope-of-Work" means different activities than those described in Attachment "A" and not additional time to complete those activities than the parties anticipated on the date they entered this Agreement. 4.3 Sub-contractor Payment. The use of sub-consultants or other services to perform a portion of the work of this Agreement shall be approved by City prior to commencement of work. The cost of sub-consultants shall be included within guaranteed not-to-exceed amount set forth in Section 4.1. 4.4 Terms of Payment. Payment to Consultant for services rendered in accordance with this contract shall be based upon submission of monthly invoices for the work satisfactorily performed prior to the date of the invoice less any amount already paid to Consultant, which amounts shall be due and payable thirty (30) days after receipt by City. The invoices shall provide a description of each item of work performed, the time expended to perform each task, the fees charged for that task, and the direct expenses incurred and billed for. Invoices shall be accompanied by documentation sufficient to enable City to determine progress made and to support the expenses claimed. 5.0 ASSURANCES OF CONSULTANT 5.1 Independent Contractor. Consultant is an independent contractor and is solely responsible for its acts or omissions. Consultant (including its agents, servants, and employees) is not the City's agent, employee, or representative for any purpose. It is the express intention of the parties hereto that Consultant is an independent contractor and not an employee, joint venturer, or partner of City for any purpose whatsoever. City shall have no right to, and shall not control the manner or prescribe the method of accomplishing those services contracted to and performed by Consultant under this Agreement, and the general public and all governmental agencies regulating such activity shall be so informed. Those provisions of this Agreement that reserve ultimate authority in City have been inserted solely to achieve compliance with federal and state laws, rules, regulations, and interpretations thereof. No such provisions and no other provisions of this Agreement shall be interpreted or construed as creating or establishing the relationship of employer and employee between Consultant and City. Consultant shall pay all estimated and actual federal and state income and self- employment taxes that are due the state and federal government and shall furnish and COU No. 2526-148 PAGE 3 OF 7 pay worker's compensation insurance, unemployment insurance and any other benefits required by law for himself and his employees, if any. Consultant agrees to indemnify and hold City and its officers, agents and employees harmless from and against any claims or demands by federal, state or local government agencies for any such taxes or benefits due but not paid by Consultant, including the legal costs associated with defending against any audit, claim, demand or law suit. Consultant warrants and represents that it is a properly licensed professional or professional organization with a substantial investment in its business and that it maintains its own offices and staff which it will use in performing under this Agreement. 5.2 Conflict of Interest. Consultant understands that its professional responsibility is solely to City. Consultant has no interest and will not acquire any direct or indirect interest that would conflict with its performance of the Agreement. Consultant shall not in the performance of this Agreement employ a person having such an interest. If the City Manager determines that the Consultant has a disclosure obligation under the City’s local conflict of interest code, the Consultant shall file the required disclosure form with the City Clerk within 10 days of being notified of the City Manager’s determination. 6.0 INDEMNIFICATION 6.1 Insurance Liability. Without limiting Consultant's obligations arising under Paragraph 6.2 Consultant shall not begin work under this Agreement until it procures and maintains for the full period of time allowed by law, surviving the termination of this Agreement insurance against claims for injuries to persons or damages to property, which may arise from or in connection with its performance under this Agreement. A.Minimum Scope of Insurance Coverage shall be at least as broad as: 1.Insurance Services Office ("ISO) Commercial General Liability Coverage Form No. CG 20 10 10 01 and Commercial General Liability Coverage – Completed Operations Form No. CG 20 37 10 01. 2.ISO Form No. CA 0001 (Ed. 1/87) covering Automobile Liability, Code 1 "any auto" or Code 8, 9 if no owned autos and endorsement CA 0025. 3.Worker's Compensation Insurance as required by the Labor Code of the State of California and Employers Liability Insurance. 4.Errors and Omissions liability insurance appropriate to the consultant’s profession. Architects’ and engineers’ coverage is to be endorsed to include contractual liability. B.Minimum Limits of Insurance Consultant shall maintain limits no less than: 1.General Liability: $1,000,000 combined single limit per occurrence for bodily injury, personal injury and property damage including operations, products and completed operations. If Commercial General Liability Insurance or other form with a general aggregate limit is used, the COU No. 2526-148 PAGE 4 OF 7 general aggregate limit shall apply separately to the work performed under this Agreement, or the aggregate limit shall be twice the prescribed per occurrence limit. 2.Automobile Liability: $1,000,000 combined single limit per accident for bodily injury and property damage. 3.Worker's Compensation and Employers Liability: Worker's compensation limits as required by the Labor Code of the State of California and Employers Liability limits of $1,000,000 per accident. 4.Errors and Omissions liability: $1,000,000 per occurrence. C.Deductibles and Self-Insured Retentions Any deductibles or self-insured retentions must be declared to and approved by the City. At the option of the City, either the insurer shall reduce or eliminate such deductibles or self-insured retentions as respects to the City, its officers, officials, employees and volunteers; or the Consultant shall procure a bond guaranteeing payment of losses and related investigations, claim administration and defense expenses. D.Other Insurance Provisions The policies are to contain, or be endorsed to contain, the following provisions: 1.General Liability and Automobile Liability Coverages a.The City, it officers, officials, employees and volunteers are to be covered as additional insureds as respects; liability arising out of activities performed by or on behalf of the Consultant, products and completed operations of the Consultant, premises owned, occupied or used by the Consultant, or automobiles owned, hired or borrowed by the Consultant for the full period of time allowed by law, surviving the termination of this Agreement. The coverage shall contain no special limitations on the scope-of-protection afforded to the City, its officers, officials, employees or volunteers. b.The Consultant's insurance coverage shall be primary insurance as respects to the City, its officers, officials, employees and volunteers. Any insurance or self-insurance maintained by the City, its officers, officials, employees or volunteers shall be in excess of the Consultant's insurance and shall not contribute with it. c.Any failure to comply with reporting provisions of the policies shall not affect coverage provided to the City, its officers, officials, employees or volunteers. d.The Consultant's insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the limits of the insurer's liability. COU No. 2526-148 PAGE 5 OF 7 2.Worker's Compensation and Employers Liability Coverage The insurer shall agree to waive all rights of subrogation against the City, its officers, officials, employees and volunteers for losses arising from Consultant's performance of the work, pursuant to this Agreement. 3.Professional Liability Coverage If written on a claims-made basis, the retroactivity date shall be the effective date of this Agreement. The policy period shall extend one (1) year from the date of final approved invoice. 4.All Coverages Each Insurance policy required by this clause shall be endorsed to state that coverage shall not be suspended, voided, canceled by either party, reduced in coverage or in limits except after thirty (30) days prior written notice by certified mail, return receipt requested, has been given to the City. E.Acceptability of Insurers Insurance is to be placed with admitted California insurers with an A.M. Best's rating of no less than A- for financial strength, AA for long-term credit rating and AMB-1 for short-term credit rating. F.Verification of Coverage Consultant shall furnish the City with Certificates of Insurance and with original Endorsements effecting coverage required by this Agreement. The Certificates and Endorsements for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf. The Certificates and Endorsements are to be on forms provided or approved by the City. Where by statute, the City's Workers' Compensation - related forms cannot be used, equivalent forms approved by the Insurance Commissioner are to be substituted. All Certificates and Endorsements are to be received and approved by the City before Consultant begins the work of this Agreement. The City reserves the right to require complete, certified copies of all required insurance policies, at any time. If Consultant fails to provide the coverages required herein, the City shall have the right, but not the obligation, to purchase any or all of them. In that event, the cost of insurance becomes part of the compensation due the contractor after notice to Consultant that City has paid the premium. G.Subcontractors Consultant shall include all subcontractors or sub-consultants as insured under its policies or shall furnish separate certificates and endorsements for each sub- contractor or sub-consultant. All coverage for sub-contractors or sub-consultants shall be subject to all insurance requirements set forth in this Paragraph 6.1. 6.2 Indemnification. Notwithstanding the foregoing insurance requirements, and in addition thereto, Consultant agrees, for the full period of time allowed by law, surviving the COU No. 2526-148 PAGE 6 OF 7 termination of this Agreement, to indemnify the City for any claim, cost or liability that arises out of, or pertains to, or relates to any negligent act or omission or the willful misconduct of Consultant in the performance of services under this contract by Consultant, but this indemnity does not apply to liability for damages for death or bodily injury to persons, injury to property, or other loss, arising from the sole negligence, willful misconduct or defects in design by the City, or arising from the active negligence of the City. “Indemnify,” as used herein includes the expenses of defending against a claim and the payment of any settlement or judgment arising out of the claim. Defense costs include all costs associated with defending the claim, including, but not limited to, the fees of attorneys, investigators, consultants, experts and expert witnesses, and litigation expenses. References in this paragraph to City or Consultant, include their officers, employees, agents, and subcontractors. 7.0 CONTRACT PROVISIONS 7.1 Ownership of Work. All documents furnished to Consultant by City and all documents or reports and supportive data prepared by Consultant under this Agreement are owned and become the property of the City upon their creation and shall be given to City immediately upon demand and at the completion of Consultant's services at no additional cost to City. Deliverables are identified in the Scope-of-Work, Attachment "A". All documents produced by Consultant shall be furnished to City in digital format and hardcopy. Consultant shall produce the digital format, using software and media approved by City. 7.2 Governing Law. Consultant shall comply with the laws and regulations of the United States, the State of California, and all local governments having jurisdiction over this Agreement. The interpretation and enforcement of this Agreement shall be governed by California law and any action arising under or in connection with this Agreement must be filed in a Court of competent jurisdiction in Mendocino County. 7.3 Entire Agreement. This Agreement plus its Attachment(s) and executed Amendments set forth the entire understanding between the parties. 7.4 Severability. If any term of this Agreement is held invalid by a court of competent jurisdiction, the remainder of this Agreement shall remain in effect. 7.5 Modification. No modification of this Agreement is valid unless made with the agreement of both parties in writing. 7.6 Assignment. Consultant's services are considered unique and personal. Consultant shall not assign, transfer, or sub-contract its interest or obligation under all or any portion of this Agreement without City's prior written consent. 7.7 Waiver. No waiver of a breach of any covenant, term, or condition of this Agreement shall be a waiver of any other or subsequent breach of the same or any other covenant, term or condition or a waiver of the covenant, term or condition itself. 7.8 Termination. This Agreement may only be terminated by either party: 1) for breach of the Agreement; 2) because funds are no longer available to pay Consultant for services COU No. 2526-148 PAGE 7 OF 7 provided under this Agreement; or 3) City has abandoned and does not wish to complete the project for which Consultant was retained. A party shall notify the other party of any alleged breach of the Agreement and of the action required to cure the breach. If the breaching party fails to cure the breach within the time specified in the notice, the contract shall be terminated as of that time. If terminated for lack of funds or abandonment of the project, the contract shall terminate on the date notice of termination is given to Consultant. City shall pay the Consultant only for services performed and expenses incurred as of the effective termination date. In such event, as a condition to payment, Consultant shall provide to City all finished or unfinished documents, data, studies, surveys, drawings, maps, models, photographs and reports prepared by the Consultant under this Agreement. Consultant shall be entitled to receive just and equitable compensation for any work satisfactorily completed hereunder, subject to off-set for any direct or consequential damages City may incur as a result of Consultant's breach of contract. 7.9 Execution of Agreement. This Agreement may be executed in duplicate originals, each bearing the original signature of the parties. Alternatively, this Agreement may be executed and delivered by facsimile or other electronic transmission, and in more than one counterpart, each of which shall be deemed an original, and all of which together shall constitute one and the same instrument. When executed using either alternative, the executed agreement shall be deemed an original admissible as evidence in any administrative or judicial proceeding to prove the terms and content of this Agreement. 8.0 NOTICES Any notice given under this Agreement shall be in writing and deemed given when personally delivered or deposited in the mail (certified or registered) addressed to the parties as follows: CITY OF UKIAH EYEP SOLUTIONS, INC DEPT. OF FINANCE 3450 PALMER DR 300 SEMINARY AVENUE SUITE 4-191 UKIAH, CALIFORNIA 95482-5400 CAMERON PARK, CA 95682 9.0 SIGNATURES IN WITNESS WHEREOF, the parties have executed this Agreement the Effective Date: CONSULTANT BY: __________________________Date ____________ PRINT NAME: _________________ __________________ IRS IDN Number CITY OF UKIAH BY: ____________________ Date CITY MANAGER 11/26/25 Lauren Santillano 83-3117907 12/03/2025 COU No. 2526-148 PAGE 8 OF 7 ATTEST ____________________ CITY CLERK Date 12/04/2025 Prepared for City of Ukiah, CA City of Ukiah - 1 LPR vehicle (Year 1) Quote #009995-R4 Prepared by Lauren Santillano Lauren.Santillano@eyep-solutions.com EyeP Solutions 3450 Palmer Drive Suite 4-191 Cameron Park, CA 95682 November 13, 2025 Attachment A Quote No. 009995-R4 November 13, 2025 EyeP Solutions • 3450 Palmer Drive Suite 4-191 • Cameron Park, CA 95682 • eyep-solutions.com Lauren Santillano Account Executive Lauren.Santillano@eyep-solutions.com Direct: (844) 393-7462, Ext. 707 Terms: Net 30 This Quotation Was Prepared Exclusively For Buyer: City of Ukiah, CA Attn: California Ship to: City of Ukiah, CA Attn: California ONE-TIME ITEM DESCRIPTION QTY YOUR PRICE TOTAL AU-K-C2Z3-850 AutoVu™ SharpZ3 850nm CITY KIT includes main SharpZ3 dual processing unit with Horizonal/Verticle mounts, wiring, USB GPS and Genetec Patroller™ license. 2 Cameras and camera mounts included 1 15,079.17 $15,079.17T AU-M- OFFLINEMAP- NA Mapping License including data for North America 1 416.67 $ 416.67 MOBILIZATION Mobilization Travel - Milage- Tolls 1 2,100.00 $2,100.00 CAB-MAT Cabling Materials, Electrical materials 1 200.00 $ 200.00 PS-ESU-1 Installation and Configuration See attached SOW 1 11,000.00 $11,000.00 RECURRING ITEM DESCRIPTION QTY YOUR PRICE TOTAL SCS-AV-MS- 1PATROLLER Subscription for AutoVu Managed Service 1 Patroller Connection 1 316.96 $ 316.96 SCS-AV-MS2.0 Subscription for AutoVu Managed Service 2.0. Maximum of 1 year Hit retention (with images) and 1 year read retention (without images). See product description for limitations. Max five (5) concurrent Security Desk connections. Includes: AutoVu base, Security Center mapping, List 1 3,883.70 $3,883.70 Quote No. 009995-R4 November 13, 2025 EyeP Solutions • 3450 Palmer Drive Suite 4-191 • Cameron Park, CA 95682 • eyep-solutions.com ITEM DESCRIPTION QTY YOUR PRICE TOTAL Updater and Pay-by-Plate Single. Includes Genetec Advantage EYEP- SUPPORT EyeP-Support See attached SLA 1 3,500.00 $3,500.00 Subtotal:$36,496.50 Freight 150.00 Sales Tax Paid, ( 8.88%):1,338.28 This Quotation is in effect for 30 day(s). Delivery Date: TBD from Buyer's placement of order. Total:$37,984.78 Comments: CA SB#1751196 Nevada Electrical License #0088482 CSLB#684520 Confidentiality of Quote: Neither party shall disclose the terms and conditions of this Quote or the pricing contained therein to any third party except as required by applicable law, rule, or regulation. Provided, however, that either party may disclose such terms, conditions or pricing to legal, accounting and professional advisors bound by formal ethical or fiduciary duties requiring such advisors to treat, hold and maintain such information in accordance with the terms and conditions of this Agreement. Prices and Payment “Terms and Conditions of sale which appear on purchaser’s document (including purchase orders) and which are inconsistent with these terms shall be voided. EyeP Solutions may ship partial orders. Orders canceled after shipment are subject to a 20% restocking fee. All products and services provided after order receipt shall be invoiced for payment in full including but not limited to; design and planning, layouts, 3rd party meeting and coordination, equipment extraction, etc. Delays in delivery at the Quote No. 009995-R4 November 13, 2025 EyeP Solutions • 3450 Palmer Drive Suite 4-191 • Cameron Park, CA 95682 • eyep-solutions.com customer request may result in storage fees. Prices are good for 30 days. Payment terms are subject to EyeP Solutions credit approval.” Signature:Date: 3450 Palmer Drive, Suite 4-191, Cameron Park, CA 95682 www.eyep -solutions.com Sales@eyep-solutions.com Phone: 916-335-7527 Fax: 530-387-2106 Exhibits Exhibit A – Scope of Work Exhibit A reflects the products and services quoted in EyeP Quote #9995. Introduction Client Name of Project City of Ukiah, CA 1 LPR vehicle Stakeholders Stakeholders and project team members may change based on resources at the time of project kick-off. EyeP commits to have multi-layered resources the Client can access and utilize, including: project manager, deployment engineering team, account manager. The Client commits to likely at least two (2) resources that can cover operations and IT needs for this project. Background and Purpose City of Ukiah enforces parking rules and regulations within Mendocino County, CA. Scope of Work •Configuration of Genetec Security Center of parking policies and regulations, including: o Maps o Enforcement vendor integration o Time restrictions •Installation includes: o 1 LPR vehicle with no requirements for advanced navigation or wheel imaging o Installation of workstations o Software installation and training Exclusions and As sumptions •Time restriction zones shall not exceed 50 zones. If exceeded, change order required. •Maps shall be provided in polygon-based KML files. If maps cannot be provided in this file format, change o rder may be required . 3450 Palmer Drive, Suite 4-191, Cameron Park, CA 95682 www.eyep -solutions.com Sales@eyep-solutions.com Phone: 916-335-7527 Fax: 530-387-2106 • Enforcement vendor ha s existing integrations standardized with Genetec. • Permit vendor(s) have existing integrations standardized with Genetec. • Vehicles are in Client possession at least 1 month prior to scheduling installation. • Client responsible for the coordination and configuration of any network-based roles and requirements as Service Provider cannot touch for legal reasons. • Client responsible for providing any hotlist access and requirements – Service Provider cannot enter into contract or relationship with other entities or agencies. • Client responsible for procuring and installing for in -vehicle computing kit, such as tablet, tablet mounts, tablet docks, external modems, etc. Service Provider not responsible for implementation or troubleshooting. • AutoVu Ma na ge d Se rvic e s (AMS) version is not quoted as CJIS compliant, but can be upon request. • If there are deviations from the original scope, change order may be necessary and will be mutually discussed between EyeP and Client . Schedule and Milestones Installation will be located at City of Ukiah (specific address TBD). Important milestones include: • Project kick-off • Configuration • On-site installation • Testing and acceptance • Training • Close out Milestone More Information Project kick-off Completed questionnaire Configuration Testing based on data from questionnaire On-site installation Installation of vehicles + workstations Testing and acceptance Mutual review and understanding of system design based on questionnaire Training Train the trainer for both operators (in vehicle) and supervisor (Genetec Security Center) Close out Sign -off Training documentation provided Activating post -install support contract 3450 Palmer Drive, Suite 4-191, Cameron Park, CA 95682 www.eyep -solutions.com Sales@eyep-solutions.com Phone: 916-335-7527 Fax: 530-387-2106 Exhibit B - Support Overview This document provides an overview of support services and warranty for your ALPR deployment by EyeP Solutions, Inc. (“Service Provider”). This SSA is based on Customer using AutoVu Managed Services (AMS) cloud -hosted environment. Purpose The purpose of this SSA is to: • Define the levels of support provided. • Establish measurable service targets for response and resolution. • Outline responsibilities of both the service Provider and the Customer. • Ensure efficient resolution of technical issues and queries. Scope of Services If on -site required, one (1) on-site visit is included. Customer to maintain manufacturer firmware and support maintenance agreement for all manufacturers included in this ALPR solution by Service Provider. Hardware Troubleshooting Inclusions • Facilitating RMAs (if required) • RMA shipping costs • Firmware updates • Camera replacement, re-alignment, adjustment • LPR trunk unit 3450 Palmer Drive, Suite 4-191, Cameron Park, CA 95682 www.eyep -solutions.com Sales@eyep-solutions.com Phone: 916-335-7527 Fax: 530-387-2106 • Miscellaneous cabling (under $100)/labor to re -crimp connectors Exclusions Examples include but are not limited to: • Laptop replacement. • ALPR replacement or moving another vehicle. • Damage outside of normal wear and tear or negligence. • In -vehicle computer (purchased and installed by Customer) Software and Network Troubleshooting Service Provider to make every effort to troubleshoot and resolve issues via remote access to your ALPR system. Inclusions • Monitoring uptime (with Customer authorization). • Assisting Customer IT team to troubleshoot network issues. • Working with parking technology partners to troubleshoot third-party exporting or pay-by- plate connections. Exclusions Examples include but are not limited to: • Issues caused by third-party integrations not managed by the Service Provider. • User errors or problems caused by failure to follow recommended guidelines. Configuration Service Provider to assist with post -deployment system configurations as changes are required. Inclusions • 5 zone configurations • 2 hotlists • 5 permits and overtime rules 3450 Palmer Drive, Suite 4-191, Cameron Park, CA 95682 www.eyep -solutions.com Sales@eyep-solutions.com Phone: 916-335-7527 Fax: 530-387-2106 •1 pay-by-plate integration configuration Preventative Maintenance Annual on-site preventative maintenance is not included in this SSA. Manufacturer Warranties Genetec One (1) year standard warranty is included. Extended warranties can be purchased upfront or year over year until year 5 with following options: •Advanced Swap - consists of a replacement unit being sent without needing to wait for the returned item to be received by Genetec or one of its suppliers. •Return and Repair - consists of the hardware being sent to Genetec or one of its vendors to be repaired. Additional information re: RMA policy also can be found here . Support Processes and Procedures Rates If additional services are required outside of the SSA, Service Provider has the following rates: Resource Description Rate IT/LPR engineering After hours - remote 1-hour minimum $277/hour IT/LPR engineering Regular hours – remote -hour minimum $185/hour IT/LPR engineering Regular hours – on-site 8-hour minimum $185/hour Mobilization/Travel Tra ve l $500/trip Response Times Hours 3450 Palmer Drive, Suite 4-191, Cameron Park, CA 95682 www.eyep -solutions.com Sales@eyep-solutions.com Phone: 916-335-7527 Fax: 530-387-2106 Service Provider help desk is available Monday-Friday 8am-6p m PST. Communication Channels •Phone: Support hotline for immediate assistance. •Email: For non-critical issues and general inquiries. •Ticketing System: For tracking and resolving all support issues. Priority Levels Priority Level Description Initial Response Time (during business hours) High (P2) Significant functionality issues affecting multiple users 4 hours Medium (P3) Non -critical issue with minor operational impact 1 business day Low (P4) General inquiries, feature requests, or routine support 2 business days Responsibilities Service Provider Responsibilities •Provide timely and efficient support as defined in this SSA. •Maintain the ticketing system for issue tracking and resolution updates. •Ensure support staff is trained and knowledgeable in ALPR technologies. •Communicate updates on issue resolution and notify customers of system outages or maintenance (if Customer authorizes). Customer Responsibilities •Provide accurate and detailed descriptions of issues to facilitate troubleshooting. •Ensure proper maintenance of hardware and infrastructure related to ALPR systems. •Grant prompt necessary access to systems for support purposes. •Notify the Service Provider promptly of any critical incidents. •Continue to maintain an active SSA contract with the Service Provider to be renewed with Genetec licensing.