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Home My WebLink AboutRequest to Purchase - Technology ServicesGRANT COUNTY COMMISSIONERS AGENDA MEETING REQUEST FORM (Must be submitted to the Clerk of the Board by 12:00pm on Thursday) REQUESTING DEPARTMENT:T@CI11lOI0gy Services REQUEST suBnnir-rED BY:Joseph Carter/vb DATE: 1 /30/24 PHONE:X3361 CONTACT PERSON ATTENDING ROUNDTABLE:TOPYI Gaines/Joseph Carter CONFIDENTIAL INFORMATION: DYES ONO in Ill amamEiii rli!!l 0 1. "�!� iii:i M , i W A 1111 0 K -21M [M RAgreement / Contract ❑AP Vouchers ❑Appointment / Reappointment ❑ARPA Related ❑ Bids / RFPs / Quotes Award ❑ Bid Opening Scheduled ❑ Boards / Committees ❑ Budget ❑Computer Related ❑County Code El Emergency Purchase ❑Employee Rel. ❑ Facilities Related ❑ Financial ❑ Funds ❑ Hearing ® Invoices / Purchase Orders ❑ Grants — Fed/State/County ❑ Leases ❑ MOA / MOU ❑Minutes ❑Ordinances ❑Out of State Travel El Petty Cash ❑ Policies ❑ Proclamations ® Request for Purchase ❑ Resolution ❑ Recommendation ❑ Professional Sery/Consultant ❑ Support Letter ❑ Surplus Req. =ax Levies ❑Thank You's ❑Tax Title Property ❑WSLCB _ �. � _ �..i , :._... ��,�.�✓ .��. _i. / i. %/ is �/ / Ednetics One ••• • • •1 1 1 $124,876.80 ($24,975.36/Year). Term: February 1, 2024 - January 31, 2029. This is a budgeted software maintenance expense, 501.179.00.0000.591187004. DATE OF ACTION' DEFERRED OR CONTINUED TO: APPROVE: DENIED ABSTAIN D1: D2: RECEIVED JAN 3 0 2024 Grant County Technology Services PO Box 37 35 C ST NW, Suite 308 EP HRATA, WA 98823 Vendor Ednetics (EDNTC) 971 S. Clearwater Loop, Suite 1000 Post Falls, ID 83854 Purchase Order Date P.O. No. 1/30/2024 517 Item Description Qty Rate Amount Software Mainten... Ednetics One Support Contract 5 249975.36 1241876.80 EO-60-WAGC-250124-01A - 60 Month Agreement (February 1, 2024 to January 31, 2029) February 1, 2024 - January 31, 2025 $24,975.36 February 1, 2025 - January 31, 2026 $24,975.36 February 1, 2026 - January 31, 2027 $24,975.36 February 1, 2027 - January 31, 2028 $24,975.36 February 1, 2028 - January 31, 2029 $24,975.36 This is a budgeted software maintenance expense 501.179.00.0000.591187004. Total $1241876.80 TS Approv BOCC Approval Ednetics Contract # EO-60-WAGC-250124-01 A 60 Month Data Center and Network 60 Month Agreement Ednetics SPIN # 143008534 Prepared for Customer (888) 809-4609 Ricky Gutierrez Grant County www.ednetics.com 35 C St NW Ste 308 Ephrata, WA 98823-1685 EDNETICS ONE Pricing Summary 60 Month Agreement Service Summary The Ednetics One Technology Support Plan provides support coverage for all designated technology under one convenient plan. Ednetics One customers have access to the expertise of the entire Ednetics team of specialized engineers. The plan includes unlimited expert technical support via phone, e-mail and remote support. You also get guaranteed response times to quickly and efficiently resolve your technology support issues. We are proud to be part of your team. Ednetics has a fully staffed, dedicated, support desk for quickly handling support requests. Support desk personnel enter individual support issues into the system so that each item can be properly tracked to its conclusion. Ednetics One TM 60 Month Service Agreement From: February 01, 2024 To: January 310 2029 Annual Charges Ednetics One Support $28,800.00 Multiyear Discount ($5,760.00) Subtotal $23,040.00 Estimated Taxes and Fees* $1,935.36 Annual Total $24,975.36 On-site Support Rate $205.00 *Government fees including state, local, and federal taxes are in addition to the above charges. These fees will be charged at the rates set by governmental entities and may change over the duration of the contract. Ednetics Inc. 888-809-4709 1 EO-60-WAGC-250124-01 A Table of Contents Ednetics One TM Terms and Conditions 4 Exhibit A Technology Support Plan 8 Exhibit B Supported Equipment List 11 Ednetics Inc. 888-809-4709 1 EO-60-WAGC-250124-01 A Ednetics OneTM Terms and Conditions Ednetics One Terms and Conditions These terms and Conditions ("Agreement") are between Ednetics and the entity identified as the customer ("Customer"); each referred to as a "Party" and collectively referred to as the "Parties." This Agreement consists of these Terms and Conditions, Exhibits, and forms or authorizations attached hereto and all are incorporated herein by reference. The Parties agree to be bound by this Agreement and affirm that each have caused this Agreement to be executed by their respective duly authorized representatives on the dates written below their names. 1. Support. For purposes of this Agreement, Support shall mean the supported service(s) as covered in these Terms and Conditions, the Technology Support Plan ("TSP") attached hereto as Exhibit A, and the supported equipment and software listed in the Supported Equipment List ("SEL") attached hereto as Exhibit B. Exhibit A and B are made a part of this Agreement by reference. Equipment not listed on the SEL is not eligible for Support. 2. Plan Features. Support coverage includes technical support for existing equipment, software and configurations. Additional items may be added to the SEL once they are qualified as supportable; see Section 9 Pricing below. Supported Services are listed below. See TSP at Exhibit A for coverage details and definitions. a. Remote technical support b. 24/7 Emergency support c. Guaranteed Response Times - (SLA) d. Escalations e. Security Certificate Support f. Update and Patch Support g. Hardware support including assistance with manufacturer support, warranty. h. Return Materials Authorization (RMA) Support i. Moves, adds, and changes ("MACs") 3. Exclusions. This Support Agreement supplements Customer's existing resources by providing technical support at Tiers II and III. See TSP at Exhibit A for additional information on Exclusions. Support does not include: a. Tier I support or replacement for customer resources; b. Device support to end users, their workstations or software applications; c. Setup of new equipment or software, new configurations or configuration changes unless done as a defined "MAC"; d. On-site support, including MAC (available as T&M); e. Software entitlement; f. Hardware warranty; a n d g. Any part, material, service or equipment not explicitly included in this document. 4. Customer Representations. Customer warrants they have the legal right and ability to enter into this Agreement and are authorized to act on behalf of the school, library, or state/local government entity. Customer represents and warrants that Customer name and contact information is true and correct. Customer acknowledges and agrees that Ednetics relies on the information supplied by Customer and that providing false or incorrect information may result in delays in the provision and delivery of Service(s), and/or the suspension or termination of Service(s). Customer agrees to promptly notify Ednetics whenever personnel or billing information changes, including, but not limited to, Customer name, address, e-mail address, telephone number, and credit card information if appropriate. 5. Term Commitment and Renewal. The "Initial Term" is as defined in the pricing and/or service order. Customer may extend their Initial Term under the same terms and conditions for a period of one (1) year, in one (1) year increments for up to five (5) years ("Renewal Term"). Alternatively, Customer may Ednetics Inc. 888-809-4709 1 EO-60-WAGC-250124-01 A 4 extend their Initial Term at anytime prior to the Initial Term expiration for up to one (1) additional three (3) or five (5) year term as a "Renewal Term". Any request for a Renewal Term must be sent to Ednetics in writing, email is acceptable, at least thirty (30) days prior to the expiration of your Initial Term. 6. Termination by Either Party. Either Party shall have the right to terminate Service(s) without liability including"Early Termination Fees" in the following instances; (i) if Ednetics is prohibited from furnishing Service(s) under this Agreement; (ii) if Customer fails to obtain state or federal funding approval, through no fault of Customer; however, negotiations for a new agreement must be initiated. The requesting Party must provide thirty (30) days written notice to the other Party, which notice shall include a request to negotiate a new agreement. If negotiations for a new agreement are not successful and it was determined that the loss of state or federal funding was not the fault of the Customer, Ednetics will waive Early Termination Fees; (iii) if any material rate or term contained herein is substantially changed by order of the highest court of any local, state, or federal government authority. This does not apply to a decrease in state or federal funding, although Customer may request to negotiate a new agreement as outline in (ii). In all cases, Customer will remain responsible for payment of the Service(s) up to the effective date of termination. 7. Early Termination Due to Default. If Service(s) are terminated by Customer or by Ednetics following an uncured default by Customer prior to the end of the Service Term, then commencing on the effective date of such termination, Customer will be subject to Early Termination Fees equal to 100% of the remaining contract value. 8. Early Termination for Convenience. If Service(s) are terminated by Customer for convenience prior to the end of the Service Term, then commencing on the effective date of such termination, Customer will be subject to Early Termination Fees as follows: (i) month 1 through month 12 = 100%; (ii) month 13 through month 24 = 85%; (iii) month 25 through month 36 = 75%; (iv) month 37 through month 48 = 65%; (v) month 49 through month 60 = 55%. Customer and Ednetics acknowledge and agree that (i) the Early Termination Fees are a fair and reasonable estimate of damages that would occur in the event that the Agreement is terminated prior to the end of the Service Term; (ii) actual damages incurred by Ednetics as a result of the early termination of the Agreement would be difficult to determine; and (iii) the provisions regarding Early Termination Fees in this paragraph are reasonable and appropriate measures of the damages for such early termination and not a penalty. Customer agrees to pay all such Early Termination Fees within thirty (30) days of Customer's notice of termination of Service(s) immediately upon receipt of Ednetics last invoice to Customer ("Final Invoice"). All requests to terminate Service(s) must be received, in writing to Ednetics, thirty (30) days prior to the termination effective date. Aminimum ofthirty (30) days will always be billed to the Customer from the date the termination notice is submitted. 9. Pricing. Support pricing is fixed for all supported items in the SEL at Exhibit B for the term of this Agreement. Technical support for additional approved equipment may be added to the SEL at any time, Ednetics should be notified of any such additions. In cases of minor additions to the SEL, plan pricing will be updated annually and an amended SEL will be issued. In these cases a quote may be issued for the expanded SEL and additions will be pro -rated to the end of the contract term. The SEL and support pricing may be updated mid -year in cases of major changes such as; a new facility, a new technology category being supported (Customer -wide or new to a facility), or greater than ten percent (10%) overall system growth per technology category. If E -rate discounts are used for this Agreement in whole or in part, all supported equipment must meet E -rate eligibility requirements. Ednetics can provide support for non- eligible equipment, but all associated costs will be handled separately from the E -rate eligible items. 10. Remote Access. This plan requires remote VPN access to supported networks and systems. Customer agrees to provide a remote access VPN account for Ednetics Support via an existing VPN gateway, typically Cisco firewall or security router. If Customer -owned, compatible, equipment is not available, Ednetics Inc. 888-809-4709 1 EO-60-WAGC-250124-01 A 5 Ednetics may provide a firewall to act as a VPN gateway. This firewall would be Ednetics owned and furnished by Ednetics as Customer Premise Equipment (CPE). Customer would be responsible for providing the necessary switch ports for connecting the device, and a static IP address with NAT translation through their primary firewall. The Ednetics CPE would be for Ednetics VPN access only and is not intended to act as the Customer's primary firewall. 11. Ednetics Owned Customer Premises Equipment. Any Equipment installed by Ednetics to perform or deliver Service(s) under this Agreement which was not purchased by the Customer, is the sole property of Ednetics and is referred to as "Ednetics CPE." Ednetics has the right to access, maintain, remove, replace or take any other action in connection with Ednetics CPE at any time for any reason. At all times, Customer shall: (i) refrain from physically tampering with or modifying Ednetics CPE, or authorizing another to do so; and (ii) provide Ednetics with reasonable, sufficient, and necessary access to Customer's facilities in order for Ednetics to fulfill its obligations under this Agreement. Customer shall return Ednetics CPE at the end of the term if not renewing coverage. Ednetics will e-mail Customer a shipping label to return Ednetics CPE. Ednetics CPE must be return within thirty (30) days of receipt of the shipping label. Ednetics will bill Customer for the then current value of Ednetics CPE if the CPE is not received within thirty (30) calendar days after the shipping label has been provided. Customer shall be responsible for any and all damages to Ednetics CPE caused by Customer or its end-users. Ednetics will not be responsible for any interference or interruption in Service(s) that are related to or caused by Customer CPE. 12. Billing. Customer shall pay for all Support Ednetics provides to Customer as identified in the TSP at Exhibit A or that is quoted for work not covered by these Terms and Conditions when invoiced. Ednetics One will be invoiced annually. Ednetics invoices will be due and payable thirty (30) days from the invoice date ("Due Date"). Support plans utilizing E -rate funds will match the dates of the E -rate funding year duly 1 st to June 30th) for supported items. If E -Rate funds are approved prior to July 1 st, Ednetics may invoice USAC directly via the Service Provider Invoice ("SPI"). If E -rate funds are not yet approved, Customer may issue a PO for the full amount and file for BEAR reimbursement if/when funds are approved. Customer is ultimately responsible for payment to Ednetics of delivered Support. Ednetics has flexible invoicing options for both annual and quarterly billing for Ednetics One. For the purposes of billing and adjustments, Ednetics assumes thirty (30) days in a month. A late payment fee may be applied on balances remaining unpaid thirty (30) days following the Invoice Date in the amount of one and one-half percent (1Y2%) per month of the amount of the unpaid balance from the Due Date. Subject to any applicable state of federal regulations, Ednetics reserves its right in law and equity, including, but not limited to, its rights under the Uniform Commercial Code. 13. E -Rate. This Agreement, including all service orders, exhibits, forms or authorizations attached hereto, begin upon their execution by both Ednetics and Customer and either (i) Customer's E -Rate funding approval or(ii)Customer's purchase order. Ednetics Inc. 888-809-4709 1 EO-60-WAGC-250124-01 A 6 EXHIBIT A Technology Support Plan Support Information. Ednetics Support operates using extended business hours Monday to Friday, from 6a.m. to 7 p.m. Pacific Standard Time, excluding Ednetics observed holidays. Emergency support is available 24 hours a day, 7 days a week, and 365 days a year. Non -emergency cases submitted outside of business hours will be queued promptly the next business day. Ednetics Support Desk may be reached via the following methods: • Email address: support@ednetics.com • Telephone No.: (877) 809-4610) Response Times. Ednetics will respond to properly submitted requests for support within the time frames specified below: • Email Support - 4 business hour response time. • Phone Support - 4 business hour response time. • Remote Support - 4 business hour response time. • Emergency Support- 1 hour response time. • Onsite Support - Scheduled. Billed hourly at $205.00 /hr. Escalations: Our Support Desk uses priority markings on the cases to categorize the initial response. Cases of normal priority, such as a Move/Add/Change (MAC) request are typically handled by the Support Desk without escalation. High priority cases, such as an outage or system down, are automatically escalated and notifications are sent to management. The details of the case are personally relayed by Support Desk staff to an upper tier engineer. At that time, a plan of action is created, Customer is contacted and the details of the action plan are relayed. Ednetics management is also kept informed during the process. In some cases, our support team may engage third parties in the troubleshooting process utilizing, Customer -owned, manufacturer support agreements. For high priority outage cases, Customers can expect an update approximately every hour or on a mutually agreed upon schedule. Customers may escalate an existing case to high priority if the status changes and an existing issue became more severe. This is done by contacting our Support Desk. The Support Desk can also escalate a customer issue to a Manager at any time if requested. Ednetics Observed Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, December 25, December 24 or 26. Coverage and Definitions: Remote Support. Ednetics will provide remote support via VPN, WebEx, phone, and e-mail, for items covered under this plan. This support includes troubleshooting for existing equipment and configurations. If during the course of remote support, Ednetics finds it necessary, on-site support services can be scheduled. On-site Support. On-site support services are available at a flat -rate. Travel is billed at half the on-site rate plus expenses. If a support issue cannot be resolved via remote support, customer -authorized on-site support services will be scheduled the next business day or as replacement hardware is available. Security Certificate Support. Single -host SSL certificates from a trusted Certificate Authority (CA) are provided to Ednetics One customers free of charge. Supported uses are: Microsoft Exchange, IIS Web Service, VPN, Wireless LAN and Active Directory authentication. Ednetics will update the certificates for items listed in the Supported Equipment List. Update and Patch Support. Ednetics will perform licensed minor updates, bug fixes, and security patches for systems covered under this plan to resolve support issues. Updates must be freely available or Customer must own entitlement to the updates. RMA Support. Ednetics will assist customers with the processing of Return Materials Authorization (RMA) requests made under Customer -owned warranties. Hardware Support. Ednetics support staff will assist in identifying cases where hardware repair or replacement is necessary. Ednetics can also assist in the resolution of hardware cases up to repair or replacement. E -rate hardware repair or replacement cases are tracked separately and billed on a time and materials basis. Lightspeed Support. Requires customer to have an active subscription to the Lightspeed Filter service. Ednetics will perform an annual configuration review with the customer to maintain best practices. Ednetics Inc. 888-809-4709 EO-60-WAGC-250124-01 A 8 Move, Adds and Changes (MACs): These are system administration tasks, which become necessary when users or certain devices are added to, removed from or change their location on the network or phone system. Ednetics One Technology Support Plan currently covers the following types of MACs: • CISCO FIREWALLS / IPS ASA: NAT Translations, port forwarding, Access Control Lists. NAT Translations, port forwarding, Access Control Lists, ASA L2L and Remote Access VPN, Multipoint ASA L2L VPN up to 3 sites. SourceFire IPS: automated tuning of IPS rule definitions, add/remove IPS policies with automated tuning of IPS rules. SourceFire Advanced Malware Protection (AMP): add/remove simple file policies. • CISCO / CISCO-MERAKI / HP SWITCHING Change port ULAN assignments, port enables/disables, add/remove VLAN (to an existing layer -3 switch). • CISCO VOICE Phone line changes; User display changes; Call behavior e.g. hunt groups; Addition of a new phone instrument; User Management in Unity Connection; Variations to Message Handler; VM PIN reset, add / remove line. CCX User/Application Management (agent/supervisor/group assignments, associate application with existing scripts or prompts.) InformaCast; user permissions updates and bell schedule modifications. DATA CENTER Servers: User/mailbox/alias creation, password reset, permissions/group membership assignment, Simple GPO creation/modification, Folder share creation, Printer share creation (existing print server), DHCP Reservation/Exclusion creation, Static DNS entries. • DATA CENTER Servers: User/mailbox/alias creation, password reset, permissions/group membership assignment, Simple GPO creation/modification, Folder share creation, Printer share creation (existing print server), DHCP Reservation/Exclusion creation, Static DNS entries. SAN: Setup and resize volumes and LUNs, Setup and modify Shares (CIFS), Setup- and adjust :snapshot schedules, Setup and test auto support function (NetApp), Setup user accounts, Password resets. Hypervisor/VM: Add, modify, or remove virtual machines. Minor changes to hypervisors, add modify or remove networks. System administrator account changes; add/remove user, password reset, etc. Update DNS or NTP sources for hypervisors. • IP VIDEO SURVEILLANCE Add/remove users for access, password resets, permissions/group membership assignment, motion detection adjustments, recording frame rate adjustments, remote focus (w/compatible cameras). • IP ACCESS CONTROL Add/remove users for access, password resets, permissions/group membership assignment, door schedule adjustments. Technology and Personnel Requirements. The Support Plan requires the use of an Ednetics managed firewall. The firewall must be capable of IPSEC or SSL VPN connectivity. This is necessary to improve remote response capability. This plan also requires the designation of Customer personnel resource(s) with administrator level credentials for all items under support to participate in remote troubleshooting when necessary. • LIGHTSPEED FILTER Perform moves/adds/changes to users, groups, and policies within the Lightspeed dashboard. Create and modify custom block lists. Perform annual configuration review with customer. Escalate complex support issues to manufacturer as needed. Technology and Personnel Requirements. The Support Plan requires the use of an Ednetics managed VPN gateway. The gateway must be capable of IPSEC or SSL VPN connectivity, typically the existing Customer firewall or security router. Ednetics will utilize a compatible Customer -owned device if available. If a compatible device is not available, Ednetics will provide a firewall for use only asaVPN concentrator for Ednetics Inc. 888-809-4709 EO-60-WAGC-250124-01 A 9 remote access by Ednetics. Remote access VPN is necessary to improve remote response capability. This plan also requires the designation of Customer personnel resource(s) with administrator level credentials for all items under support to participate in remote troubleshooting when necessary. Exclusions. This plan is not intended to provide Tier I support or a replacement for existing Customer resources. It is intended to supplement existing Customer resources by providing technical support at Tiers II and III. This plan is not intended to provide desktop support to end users, their devices or software applications. This plan does not include the setup of new equipment or software, new configurations or configuration changes (other than MACs as defined above). On-site MAC requests are not covered and would be handled separately on a time and materials or project basis. In cases where Ednetics is supporting network endpoints (phones, cameras, door controllers, etc.) but not the underlying network, troubleshooting will be limited and will more heavily involve Customer resources. Support excludes the creation of new applications and the creation of new or modification of existing scripts. This Agreement does not provide hardware warranty or replacement. Tier I Support. Initial support level, end-user support, and basic Customer issues. Tier I Support is not included in the plan. Tier II Support. Administrator support level, more in-depth Customer issues, investigating and trouble -shooting to solve issues. Tier III Support. Highest support level, expert level troubleshooting and analysis. Ednetics Inc. 888-809-4709 1 EO-60-WAGC-250124-01 A 10 EXHIBIT B Supported Equipment List Datacenter Equipment 1 Backup Server Instances 7 Backup Targets 9 Hypervisors (ESXi/Hyper-V) 6 SAN Controllers 5 SAN Disk Shelves 1 Server Host Hardware 1 vCenter Server/Appliance 60 Virtual Desktop Clients Network Equipment 1 Access Control/Identity Services Instances 1 Border Firewalls 2 Internet Edge Routers 25 Layer -2 Access/Distribution Switches 3 Layer -3 Core/Routing Switches 2 Supported Sites Grant County Courthouse Ephrata Ednetics Inc. 888-809-4709 EO-60-WAGC-250124-01 A 11