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SoftSages Technology Response to Bozeman RFP 8-26-2021
SoftSages Technology Request for Proposal REQUEST FOR PROPOSALS ( RFP) BOZEMAN CITY ATTORNEY CASE MANAGEMENT SYSTEM Due: August 27, 2021, at 3:00 PM MST Submitted by Anthony Merulla (Vice President Sales/Marketing) SoftSages Technology 20 Mystic Lane, 2nd Floor, Malvern, PA 19355 Phone: 484-321-8314 | Phone (fax): (484)-320-6360 Email: rfp@softsages.com 2 | P a g e a. Cover letter Dated: August 27, 2021 Attn: Mike Maas, City Clerk Phone: (406) 582-2321 Email: agenda@bozeman.net CITY OF BOZEMAN Bozeman, MT Ref: Request of Proposal – Case Management System To Whom It May Concern, SoftSages Technology appreciates the opportunity to participate in the Bozeman City Attorney Case Management System request for proposal. SoftSages’ proposal includes upfront strategy implementation, design, support, training, and support/maintenance of the Case Management System. SoftSages Technology is a Pennsylvania (PA) based Certified Minority & Women Business Enterprise (MWBE) with experience serving companies across 50 states. We have grown organically to a national-scale service organization serving Fortune 500 companies and many government agencies across the country. SoftSages project work includes all aspects of the software development lifecycle from Analysis and Planning through Development, Operations, and Maintenance. For this project, SoftSages’ is teaming with Neoledge, a worldwide leader in business processing and Case Management for governments and academic institutions. Neoledge is well-equipped to handle the needs of communities, businesses, and institutions of all sizes. The City Of Bozeman’s requirement is unique, and your Solution should be too. We will help you implement a solution that represents your values and meets your specific needs and goals. By partnering with SoftSages, you will receive our all-in-one package: +A responsive design that uses our Solution from anywhere, on any device +Canned and custom modules with all the features and functionality you need +Guaranteed uptime on secure Azure Cloud, Hands-on content migration, and NIBRS/CJIS compliance software +Unlimited support with secure hosting and maintenance +The digital signature module included +Reports and Analytics tools integrated with Microsoft BI +Automated internal Workflow and reporting system +Department, form, user, workflow, and report customizations +On-site training by our team of experts, Forms Management, Reports Generation, Search +Security and Privacy, Audit Trail +Case Data Management, Paperless Environment +Client Management, Calendaring, Performance Measurement, Business Rule Management, and Automation +Records Management, Document Management, Discovery, Legacy Data 3 | P a g e +Customization, Data Query, System Integrations, Compatibility, Platform Your new software will be developed on the most robust and flexible case management system (CMS) available. This million-dollar SaaS software is currently in use by over 7 million people every day! Clients like Paris, France, Monaco, and the Ministry of Defense, process over 20 million documents per year on this platform. As recent Microsoft Partners of the Year, this software developer can bring million-dollar software to an affordable level for the Bozeman Police Department and Montana State University yours. A partnership between SoftSages and Neoledge will save you time and money while giving your City the tools it needs to operate more efficiently. We believe in creating a more efficient Department, reducing response time, and saving lives. As you review our proposal, please understand that it is based on our interpretation of the requirements presented in the RFP and answers to follow-up communications regarding the project's scope and requirements. As you work through the final steps of the RFP process, we certainly welcome the opportunity to fine-tune requirements, scope, pricing, schedules, and any other items that may need attention. Just let us know. Again, we appreciate the opportunity to participate in your RFP. We acknowledge receipt of the amendments issued by the City. We understand and complies the terms and condition agreed to provide any documentation upon request of City. We look forward to demonstrating this throughout your evaluation process. Sincerely, Jiraj Ruparelia – Vice President 4 | P a g e b. Table of Contents a.Cover letter .............................................................................................................................. 2 c.Executive Summary ................................................................................................................. 5 d.Company Profile ...................................................................................................................... 8 e.Scope of Project ..................................................................................................................... 11 f.General and Technical Requirements .................................................................................... 24 g.Related Experience with Projects Similar to the Scope of Services...................................... 25 h.Proposed Implementation Schedule ...................................................................................... 29 i.Present and Projected Workloads .......................................................................................... 39 j.References ............................................................................................................................. 40 k.Training ................................................................................................................................. 41 l.Maintenance and Support ...................................................................................................... 46 m.Price Proposal .................................................................................................................... 49 n.Affirmation of Nondiscrimination (see Attachment A) ........................................................ 50 5 | P a g e c.Executive Summary Our Understanding about City’s Requirements We understand the City is acquiring and implement a comprehensive SaaS Case Management System that will accommodate its expanding needs, improve access to information, streamline workflow and management processes, access control, image capture, retention, public access, etc... The proposed solutions should include document management, workflow, imaging, content security, search, and folders, third-party integration, and address broader Case Management requirements in the future. Commitment At SoftSages, we are uniquely qualified to meet the City's needs through our experienced staff, software, and absolute commitment to client satisfaction. This commitment, along with the consistent evolution of technology and software features. It resulted in a retention rate of more than 99% and long-term relationships with our users. Our response and solution represent the best effort to define the City’s existing and future requirements for a comprehensive electronic document management system. Alternative Though the City will review many options during this evaluation process, our goal is to make your choice easy. Our Solution We propose an “Elise" software system that can meet the standards outlined in the RFP document. The Elise solution is an integral part of a community of employees, clients, and partners who share a passion for serving the public sector. SoftSages’ Elise Solution Elise is a SaaS-based Case Management system hosted on the Microsoft Azure Data Center with all the necessary functionalities to manage all types of records and business flows over their entire lifecycle. Elise is merely accessible from a browser or mobile device and gives features and documents according to each user's rights. Our solution allows integration and a common look and feels with City, including support for bilingual support content (English, French, and more). ▪Digitized Document Management ▪Scan with ICR/OCR Technology ▪Digital Signatures ▪Search via Multiple Fields ▪Specific Field Mapping ▪Automate & Track Records ▪Automated Capture & Workflows ▪Reduce client’s storage costs ▪400 Million Color pages of storage ▪Greener Solutions ABOUT ELISE 6 | P a g e Implementation Approach SoftSages knows that implementing a new system is not easy, so we have tailored our solution to assist the City in as many ways as possible from start to finish. Our proposal contains a full range of services designed to benefit you out of our product. Training At SoftSages, our clients expect to receive the proper training for their needs because learning tools, benefits, and powerful functions are a part of the process. It's a fact that fully trained clients who understand how to use SoftSages products can do their jobs better. SoftSages offers multiple training options to fit your needs: •On-site Training •Group Training •Remote/Online Training •Online Knowledge Center Support Our support department aims to provide prompt technical assistance to SoftSages' software users to overcome the issues, understand certain functionality, and recommend approaches to various scenarios. We strive to answer your questions quickly and accurately. SoftSages offer multiple ways to contact your support personnel who have the experience to help you utilize the software to your most significant benefit. Protecting the City’s Future Investment SoftSages' philosophy ensures that the City will always have industry-leading functionality that utilizes current technology. As part of our support, the minor updates are automatically deployed by the SoftSages team, while the major updates are subject to a client agreement before deployment. Additionally, these enhancements delivered easy upgrades that do not require a complete re- implementation of the software. System Scalability The Elise software package is designed to withstand the increase in the number of documents and users: separation of processing and presentation increased performance thanks to a server/client load balancing, "session-less" operation supporting high load increases. The solution also makes ▪Case Management System ▪Customizable Dashboard for each user ▪Imports contacts ▪Support multiple type of Records (.doc/.docx/pdf, tiff) ▪Customize metadata and forms by Record type ▪Grouping of multiple Records ▪Ready to use Widgets ▪User Access control ▪Your Data Resides in United States (US) ▪Local US based Data Centers ▪24x7 Support ▪E-Learning Platform ▪Data Migration from multiple Data Management Solution ▪Mobile Application Availability ABOUT ELISE 7 | P a g e it possible to increase processing power by adding nodes without jeopardizing the overall architecture. Elise's application scalability is based on SoftSages' professional know-how developed through high-level technologies: code optimization, automatic testing tools, database optimization, load balancing, and clustering architecture. 8 | P a g e d.Company Profile SoftSages Technology is a Pennsylvania (PA) based Certified Minority & Women Business Enterprise (MWBE) firm with experience serving companies across 35 states. We have grown organically to a national-scale service organization serving Fortune 500 companies and many government agencies across the country. SoftSages project work includes all aspects of the software development lifecycle from Analysis and Planning through Development, Operations, and Maintenance. We are ISO 9001:2015 & ISO/IEC 27001:2013 & CMMI LEVEL 3 certified Information Technology Company. We partnered with industry leaders like Microsoft, SAP, Cisco, Neoledge, and others. SoftSages Technology administers our Case management-focused Elise case management and secure data sharing platform in 250+ different agencies across the globe. Supporting comprehensive case management, program management, and care coordination, not to mention the support of compliance and interoperability with other systems such as IJIS, billing, CRM, Elise represents a compelling potential choice for the City. SoftSages Technology will dedicate a senior delivery team to implement the Case Management System, including turnkey project management and business analyst services, not to mention subject matter domain expertise in legal case management, Attorneys, and social services. At SoftSages Technology, we are dedicated to helping you accomplish your mission. Our products and services facilitate efficient support to address the complex challenges our customer organizations face, providing you with a team of subject matter experts with deep knowledge of industry best practices gleaned from many years of experience. Describe your capabilities and particular experience relevant to the RFP requirements. SoftSages extensive experience in developing plans, creating, implementing, and maintaining the highest level of modern web utilization will enable understanding and delivering the City's case management services. Our implementation and support efforts guided by scalability, sustainability, accessibility, mobile, and visually pleasing features will complement the results. We have implemented our case management system in over 40 legal agencies across the globe. NeoLedge has been supported Legal Case Management Organizations such as: for 20 years. SoftSages Technology has 16+ years of experience helping the legal and justice’s services organizations across the country track, manage, and report on legal case service needs, including: +Justice Entities +Legal Firms +Human and Family Success Services About SoftSages Name of Business: SoftSages LLC dba SoftSages Technology Office in US: 7 Years in Business: 16 Years Number of Employees: 150+ Relevant Industry Experience: 10 Years 9 | P a g e +Education and Employment +Veterans Services +Social, Child & Family Services +Workforce and Community Development +Housing and Homelessness Areas of Expertise: +Enterprise Content Management (ECM) +Case Management Solutions +Enterprise Asset Management (EAM) +Enterprise Project Portfolio Management (EPPM) +Document & Record Management System +Project Management Information System (PMIS) +Business Intelligence / Analytics / Dashboards +Data Warehousing +Custom Application Development +Project Controls / Scheduling / PM Site Services +IT Infrastructure & IT Managed Services +Hardware / Software Deployment & Support +Systems Design, Implementation, Integration, & Architecture Design +System Engineering Analysis & Readiness Reviews +Cyber Security Audit and Assessment Elise serves as a platform as a much as a legal case management services product. Our flexible suite of designer tools, from Workflow Designer and Forms Builder to Rules Engine, support City’s mission to materially upgrade and modernize to a state-of-the-art enterprise Case Management System. We accomplish this by including the following elements: 1.A flexible platform that can accommodate departmental case management needs 2.Flexible designer tools that support data collection and Organization in support of City-specific data management requirements 3.Built-in openness, including APIs and integration server, for rapid and seamless connectivity with best-in-class systems such as internal or external billing systems 4.Comprehensive product support by our dedicated Client Success team, including standard support operation, assigned Account Managers, and advanced support options all driven by ISO 27001 and CMMI LEVEL III -inspired dedication to quality management and client success 5.World-class cloud infrastructure powered by Microsoft Azure, including multiple environments for redundancy, data security, and adherence to City disaster recovery and business continuity requirements Elise solution implemented in more than 250 customers and 40+ legal organizations worldwide with more than 4M daily users and millions of documents managed by its cloud solutions. Some of the premier client's implementations with Elise solutions in the last seven years are: +Oklahoma State University, OK – 15,000 cases +City of Paris – 750,000 cases +City of Sherbrooke (Canada) – 30,000 cases 10 | P a g e +City of Fougères – 45,000 cases +City of Saint-Quentin – 90,000 cases +City of Taillan Médoc – 35,000 cases +City of Varces Allières et Risset – 46,000 cases +City de Montigny-le-Tilleul – 65,000 cases +City of Six Fours Les Plages- 43,000 cases +City of Bastia- 24,000 cases +City of Amien- 75,000 cases +City of Arnouville – 50,000 cases +City of Biarritz- 48,000 cases +City of Floirac- 35,000 cases +City of Saint-Sébastien sur Loire- 34,000 cases +City of Cattenom- 44,000 cases +City de Chatou- 55 000 cases +City of Lille – 300,000 cases +City of Saint Etienne – 200,000 cases +City of Saint Gilles – 250,000 cases +City of Montigny-le-Tilleul – 150,000 Cases +City of Woluwe Saint-Lambert – 78,000 Cases Note: We have included our Client for this RFP in Bidder Response Form. 11 | P a g e e.Scope of Project Forms Management Many office processes begin with forms. Forms are an integral part of the day-to-day functionality of your department. With Elise efficient form system, your process becomes seamless and streamlined. Elise form system includes these features: •Digital Smart Form Platform •Time-Tracking •Auto/Manual Routing •Enhanced Workflow Integration •PDF A1.6 Security •Digital Signature Module •OCR/ICR Field Recognition •Customizable Template Database •Discovery Request Compatibility •Reminder Services Unlimited Forms Forms can be problematic and expensive with other vendors, not so with Elise Our solution allows your department to integrate unlimited forms, use them easily, and you guessed it. This feature is FREE! These forms can be sent anywhere, anytime, for processing, approval, even signatures. “Forms help your Organization function. SMART forms make your Organization function better!” 12 | P a g e Your custom Chief app allows Administrators to monitor department activity from anywhere, at any time. You can even start requests, CAD tickets, and forms directly from the APP! Many Chiefs agree that having real-time updates on their mobile device is critical to efficient department management. Reports Generation •Unlimited reports are available, including a canned report database. •Custom reports are configured easily through the use of metadata template integration. •These reports are run ad-hoc or automatically delivered on a timed basis. •Analytics show trends, at risk, performance, budgetary reports, among others. ❖Reports are unlimited and have great functionality in our system. ❖They can utilize dropdowns, check bokes, fill in fields, signatures, etc. ❖These forms can be paper-based, electronic, or templated within our system. ❖Our native interface with Office 365 allows for easy interaction with WORD. ❖Financial info is run via reports, form templates, analytical stats, or visual graphs & charts. ❖Financial info is easily exported to financial programs like QuickBooks. Search All documents integrated into Elise are indexed in full text. This means that you can search for a term in the document's descriptive fields (for example, its Chrono number, title, etc.) and a period contained in the text of the different files themselves, whether in Word or PDF format. This applies to: •Natively electronic documents (Word, PDF text, etc.): the entire text is indexed and therefore searchable in various ways •Digitized documents, which through the DocFactory solution are OCR scanned so that they can also be indexed on their entire content Regardless of the document's source, Elise ensures full-text indexing on the entire paper content, allowing you to search for it even if no metadata has been entered into its record. 13 | P a g e Searches are completed in 4 ways: •Simple Search -Keyword searches according to ANY metadata word •Dynamic Views -Record retrieval based on specific criteria and saved searches •Advanced Search -Multiple criteria, Boolean and Custom fields •Saved Search -Any requirements can be kept and Auto-Exported on a timed basis It should be noted that any search result in Elise considers the access rights granted to the user. Therefore, only those documents for which access rights are available will be found in a search result. Elise allows both multi-criteria and straightforward searches for all users while respecting the legal policy, data confidentiality, and HIPPA guidelines. Simple Advanced Dynamic Saved 14 | P a g e Security and Privacy Datacenter Security Standard The data centers used for cloud services are ISO/IEC 27001 certified. The annual ISO/IEC 27001 certification process for data centers includes an audit of operational resilience. Security of Stored Data All elements of the Solution are encrypted •virtual server disks •virtual servers at rest. •content of the file space •disk content of databases Data Security in transit The data that flows between the Datacenter that hosts the service and the Client is encrypted: •From the Client's browser to the Datacenter •From scanner to data center Access Security The Service Provider implements the following measures to guarantee the security of access Firewall •Each virtual server has a Windows firewall and a firewall provided by the Datacenter host. Connecting to services •All accesses are subject to a prior personal login and password. Security Center The Service Provider relies on the "Security Center" service provided by the Datacenter host: US Microsoft, which allows in particular to: •Monitor security for all cloud workloads •Implement a strategy to ensure compliance with security standards •Detect and fix vulnerabilities before they can be exploited •Use access and application controls to block malicious activities •Leverage advanced analytics and threat intelligence capabilities to detect attacks •Simplify investigation to respond quickly to threats 15 | P a g e Traceability of accesses All user accesses (Client and Service Provider) are tracked at several levels to identify the origin of any malicious access or human error. •Traces are kept for 1 (one) year. Security against viruses and malware The Provider installs and updates the antivirus. The antivirus software checks all files. Security breach In the event of a security breach related to the infrastructure or application, the Service Provider undertakes to correct it within a maximum period of 5 (five) working days. Audit Trail •Audit trails report all activity regarding a document or workflow. •These certified reports are auto-delivered to any User or department and tracked by our analytical engine. •Workflows are created ad-hoc or pre-defined by the User for unlimited flexibility. Case Data Management Customer owns all rights, title, and interest in and to Customer Data and is solely responsible for the accuracy, integrity, quality, legality, reliability, appropriateness of and copyright permissions of any Customer Data and adopting procedures to identify and correct errors and omissions in Customer Data. Paperless Environment Elise enhanced digital mail module makes it easy for your department to go paperless. •Paper is difficult to track. When paper items such as mail, faxes, invoices, etc., become digitized, they can be routed more effectively, creating an audit trail. •You can even allow other departments within the XXXXXXXX to utilize this service, Employees, Colleges, Police Depts, etc. •Scan with ICR/OCR Technology •Specific field mapping •Automatic archiving •Performance accountability 16 | P a g e Client Management Elise’s case management portal allows your Clients, Users, or Employees to initiate requests and submit records of all kinds with our customizable field function. From Discovery to Signatures to Case Files, Elise creates greater engagement while putting your finger on the pulse of your operation. With Elise, you can offer your partners and employees a modern mobile application branded for the City. They can easily make requests, and you can automatically centralize, classify and localize requests behind the scenes. Boost your Organization’s reputation as a caring and collaborative partner for Clients. Provide modern tools that encourage engagement and involvement. Enable all to view and manage their requests, preventing duplicates and delays. The Elise web application integrates seamlessly with your Organization's website. Users are guided through submitting their requests and can share on social networks to strengthen engagement. •Enjoy a customizable and straightforward deployment. •Provide an easy-to-use and guided tool for all kinds of requests. •Allow Users to share requests on social networks to interact across multiple channels 17 | P a g e Elise provides the City call center with a dedicated interface for handling and routing telephone calls interfaced with your GIS. •Provide employees with an easy, streamlined tool for handling telephone requests. •Centralize all calls in one place to facilitate processing quickly. •Enable more efficient handling in the field with geographical tracking of requests. Calendaring Like Google Calendar and Maps, specific integrations can be dropped directly onto a User’s Dashboard with easy-to-use Widgets. These dashboard customizations are helpful for certain Users, and administrators display Social media, RSS, News, and external website feeds. Users can check their work schedule, locate specific info on Maps, check Departmental Blog info for alerts and submit forms directly from their dashboard. “Indigent Citizens can submit documents and respond to request from a smartphone or a secure web portal!” 18 | P a g e Performance Measurement – SoftSages project manager uses the different project management metrics to measure the satisfaction and performance of meeting project objectives and functionality as per RFP Scope of work. The metrics management process includes measured data collection, communication (frequency and audience), challenges faced, and controls in place. •Repeatable and sustainable processes •Monitoring compliance to processes •Collection of data using a tool •A performance baseline – may take some time to ensure compliance to processes and accuracy of data •Timely and clear communication of metrics, baseline, and any subsequent changes to metrics or the data collection process Some of the metrics we captured during the implementation are: •Project Time Metrics: In these metrics, we measure time spent on forward-looking modules/components vs. maintaining the status quo. We captured the time spent on each module or task and the cost associated with each task. We tracked the actual hours using timesheets monthly. •Project Performance Metrics: This metric measures project management performance by PMs compared to their approved budget and committed delivery date. The PMO captured the performance baseline work effort and go-live date, and the actual hours are captured using timesheets in the project management system. The project manager baselined the project appropriately and found the valid reason for any baseline change. •Reason Code Analysis: With this metric, we measure project delays in hours and/or days and the number of incidents that caused a delay for each factor (reason) causing project delay. The delays are categorized as City’s caused, SoftSages caused, or Information Services caused delays. We find the true reason for any baseline change and assigning the appropriate reason code by Reason code Analysis. The PMO and the management review each baseline change, and the appropriate reason code is given. Timesheets in the project management system capture actual hours. •Project Scorecard: The project scorecard helps us understand the success of a project by measuring the project performance against criteria that need to be met for the project to be a success. The requirements are the expectations defined at the beginning of the project and in Requirements, and when a detailed project plan is developed. It includes Cost, Schedule and Quality Performance, and User Satisfaction. Our project manager regularly updates the project scorecard as per any changes or risks identified in the project and the project's categories (Red/Yellow/Green zone). 19 | P a g e Business Rule Management and Automation – Elise’s enhanced workflow system is the engine that drives City's Digital Transformation. New requests can come from paper mail, fax, email, and the Case Management portal. Once they enter our workflow engine, they can be redirected to an unlimited number of parties with endless associated tasks. Signatures, approvals, and relevant documents can be attached before the request is ultimately marked as “Completed.” Streamlined Workflow and Case Management Designed for agility, Elise Case Management simplifies even the most complex processes so you can automate repetitive tasks and accelerate operations. Elise rules-based workflows facilitate your customer-facing or internal business processes, whether they are human operations or interfaced with other systems. •Automatically route inter-departmental referrals •Receive instant notifications (email, SMS) and alerts to keep cases on track •Integrate and interact with your company’s ERP system or business applications Records Management Elise allows you to archive your documents directly or transfer them to an external Electronic Archiving System in compliance with current standards and applicable laws and quickly and efficiently retrieve closed files and associated data and documents. Records management is fast, easy, and compliant with our solution. File reports from the field when needed. Reduce – Redundant data entry by pre- populating fields. Save – Hours every day with this efficient solution. 20 | P a g e Document Management Our solution, Elise, can generate, modify, store, retrieve, and archive cases, name specific documents within the proposed application, and search the same. Many other vendors offer either an “Out-of-the-Box” solution or a “custom-built” product. Each has its shortcomings: •Boxed software is what is and does what it does; that’s it! Even simple customizations mean unnecessary expenditures for your department. Have you heard of a department being billed thousands of dollars for a simple form? These solutions can pigeonhole a Department by only allowing it to operate within specific functions that the software allows •Custom-built solutions may take many months and hundreds of thousands of dollars to implement. Then, you never know if it works until it's done! You may have heard of dispatch centers that develop a product, and unhappy Departments will not use it? With our unique solution, we can offer the stability of a mature and proven platform (90%) while allowing us to quickly modify the User Interface to suit better your Department’s needs (10%). This model has been utilized with great success over the past 25 years, ensuring that each Organization’s specific needs are always fulfilled. 90 % is better! Our solution ensures that you can see a robust, mature platform in use today while ensuring that your specific needs will be fulfilled tomorrow. We guarantee your complete solution: •The specific list of deliverables •A targeted Go-Live date •Complete functionality statements •Guaranteed integrations •Unlimited customization elements •Flexibility to grow into our solution •Fast implementation times •Great ROI on investment 21 | P a g e Modules & Tools CAD – Our integrated CAD module is user-friendly and highly functional. All requests arrive in a Central Dashboard •This platform reduces Redundant Entry •Multiple Entry Methods •Fully Mobile •GIS Mapping with layering and filtering •Live Requests •Custom Chief App - (iOS/Android) 22 | P a g e Discovery Elise solution is fully compatible with managing requests electronically, including Bates’s stamping, redacting, and indexing features to expedite the process. It can record and produce all discoveries electronically through CMS and provide an audit trail tracking the exchange of discovery between the City, defendants, and defense counsel to include what was shared, with whom the information was shared, and the date the exchange took place. This service should preferably contain a separate discovery management section of CMS. The exchange of information must be CJIS compliant and guarantee the security of all data, including confidential criminal justice information. Legacy Data Our service will import legacy data in a readable, usable format. Customization All-in-one solution – Elise offers a complete package for your needs. Our Elise can be customized to fully support each area of practice within the department - Prosecution, Civil Litigation, and General Legal. Data Query Our solution complies with this specification. System Integrations Elise has WebServices which provide read and write access to Elise’s database. This open technology, easily integrated into modern software architecture, is NeoLedge's preferred interoperability tool. Elise WebServices is implemented with Microsoft Windows Communication Foundation .Net and can be used in various ways: SOAP, REST, .Net, etc. 23 | P a g e Elise is provided with a standard 92 web services methods, allowing you to work on almost all the solution elements. Test interface for web services Thanks to Webservices, City can easily integrate ALL its existing and future software. Compatibility Elise can interface with other software currently used by the CAO, including but not limited to all Microsoft Office products and AdobePro and preferred research tools. Platform Elise is SaaS-based and hosted on the Microsoft Azure Cloud solution. SoftSages will maintain all City data on servers in the United States subject to the United States and Montana law. “Our integrations include thousands of third-party software and native applications!” 24 | P a g e f.General and Technical Requirements Please see on next page. Half of the page left blank intentionally. Attachment C Cloud Services Questions 1.Service levels: What level of service should we expect? What is the City's recourse for excessive downtime? Refund of percentage of monthly fee? a.Service guarantees of 99.9% uptime are outlined in our SaaS contract. SLA service is not achieved, the client receives refund of service fees. b.Using Microsoft Azure cloud services are one of the most reliable on the market today. Percentage of Monthly Availability Time Service credit note Between 99 % and 99.9 % 10 % Between 95 % and 99 % 25 % Under 95 % 100 % c. We have attached our SaaS contract after this attachment. 2.Data ownership: Who owns the data we provide and what can be done with the data?a.The client owns the data at all times.b.Upon separation, the data can be downloaded at no charge.c.(see attached) 3.Data security: How secure is our data and how is it being kept secure ? a.If this is a multi-tenant environment on the same hardware how is our data kept separate and secure from other customers, including any PII (Personally Identifiable Information} that may be gathered? •Each server and instance is kept separate from other clients and their data. Azure Cloud security protocols are adhered to: https://docs.microsoft.com/en-us/azure/security-center/security-center- introduction Azure security standards: •CJIS •DFARS •DoD DISA L2, L4, L5 •DoE 10 CFR Part 810 •EAR (US Export Adm. Reg.) •FedRAMP •SOC Additionally, NeoLedge offers the following Compliance Standards: •ISO •GDPR •NIBRS •HIPPA •FERPA b.If PII is gathered, is it encrypted in transit and at rest? •All data transfers are encrypted. •ISO/IEC 27001 certified data centers •256-bit AES algorithm data encryption •Highest government standards - FedRamp •HTTPS protocol - 2048-bit RSA public key •PDF/A-1 1.7 format - ISO 32000-1 standards •2 & 3 Factor authorizations c.If credit card transactions are occurring is your system fully PCI compliant? •Our servers are compliant. •However, PCI data is managed by our payment platform partners. 4.Data integrity: What do you do as a vendor to ensure our data maintains its integrity?Datacenter Security Standard •The data centers used for cloud services are ISO/IEC 27001 certified. Our solutionis hosted in the Microsoft Azure data center. •The certification states that NeoLedge has implemented the guidelines andgeneral principles for initiating, implementing, maintaining and improvinginformation security management. •The annual ISO/IEC 27001 certification process for data centers includes an auditof operational resilience.Security of stored data •The content of the file space is encrypted using a 256-bit AES algorithm. •Virtual server disks are encrypted using Microsoft's BitLocker technology: Virtualservers are secured at rest using standard encryption technology to meetorganizational security and compliance requirements. •The disk-based content of databases is encrypted using Microsoft SQL Server's transparent data encryption (TDE): •https://docs.microsoft.com/fr-fr/sql/relational-databases/security/encryption/transparent-data-encryptionSecurity of data in transit The data that flows between the Datacenter that hosts the service and the customer is encrypted: •From the client's browser to the Datacenter: HTTPS protocol with SHA256 certificate with 2048-bit RSA public key •From scanner to Datacenter (if DocFactory cloud service): SFTP, FTPS orWebDAV on HTTPS •All Records are stored in their native format and in PDF/A-1 1.7 format inaccordance with the ISO 32000-1 standard, allowing Records to be stored andread without time limit. All Records can be signed electronically and automatically to guarantee the origin, integrity and authenticity of each one, regardless of their lifespan. Signatures are applied with the following security standards: •PAdES, for PDF Records only. •XAdES, for all types of Records including PDFs. 5.We require data centers to be located in the United States: What country will our data be located in? a.All data is housed within US borders. 6.Responding to legal demands to disclose data: What is your process when someone subpoenas or requests our data from you as a vendor? a.All legal requests will be adhered to according to law. 7.Reporting : What is your protocol for data breaches? a.Azure cloud server protocol is managed and adhered to by Microsoft.b.These are the highest security standards available today. 8.Disaster recovery: What protections/protocols do you have in place to mitigate disasters? DISASTER RECOVERY PLAN: •BCP (Business Continuity Plan) •The disaster recovery plan is triggered in the following cases: •Data loss or alteration (outside the infrastructure) •Failure of the main Datacenter infrastructure Restoring lost or corrupted data •The data restoration procedure is carried out by the Service Provider. •Restoration point •The date of the recovery point is a maximum of two hours before the date of the dataloss, within the limit of the last fifteen sliding days. •Granular restoration. •Granular recovery allows you to restore a document individually. Resumption of Activity Procedure on a Secondary Datacenter In the event of a prolonged failure (6 hours) on the Microsoft Azure primary data center, the service is restored in the Microsoft Azure secondary data center. The restoration time (RTO) is 18 hours. The recovery point is less than 2 hours old before the main Datacenter failure, it causes a maximum of 2 hours of data loss. 9.Business continuity: If you decide to bring your business to an end what happens to our data? a.All data is owned by the client and accessible at any time. b.Client owns all the data and has rights to destruction and retention. The client is entitled to reports on subsequent destruction of data after separation of services. c.Client data will be migrated in its entirety to the client upon separation of services. d.Client data will not be shared with other entities at any time. e.Client data will be available to the client at any time. f.Client data will be delivered to the client in electronic form upon separation of services. 10.Termination rights and consequences: What is your termination policy both for you as a vendor and us as a customer? Termination of contract may occur under certain circumstance; we have added a more detailed response in SLA. No charges are due if the contract has expired. 11.Exit: If we exit our relationship what format can we get our data in and what assistance , will you give us in transferring our data to us in a usable format? Client can request data in CSV, PDF format and we will provide assistance for transferring data in usable format. © NeoLedge corp 25W 39th STREET – Floor 14, NY 10018, NEW YORK, UNITED STATES EIN: 82-4805237 www.neoledge.com Service Terms Of Use (TOU) Neoledge Software as a service ("SAAS") Date : 05/08/2019 Reference NeoLedge : Neoledge Elise SAAS Contract Neoledge Software as a service ("SAAS") © NeoLedge 1/27 1 SUMMARY 1 SUMMARY ....................................................................................................................................... 1 2 GENERALITY .................................................................................................................................... 3 3 GLOSSARY ....................................................................................................................................... 4 4 SERVICES RIGHTS & SUBSCRIPTION PERIOD .............................................................................. 5 4.1 Subscription Period Start and End ...................................................................................................................... 5 4.2 Renewal of Orders ..................................................................................................................................................... 5 4.3 SaaS Add-Ons and Expansions. ........................................................................................................................... 5 4.4 Payment......................................................................................................................................................................... 5 5 SERVICE LEVELS .............................................................................................................................. 7 5.1 Introduction ................................................................................................................................................................. 7 5.2 Monthly Availability Time Calculation ............................................................................................................... 7 5.3 Resumption of activity ............................................................................................................................................. 8 5.4 Data retention ............................................................................................................................................................. 8 5.5 Limitations .................................................................................................................................................................... 8 5.6 Corrective and Evolutive Maintenance ............................................................................................................. 9 6 USE OF SAAS SERVICES. ............................................................................................................... 12 6.1 Policy on Acceptable Use .................................................................................................................................... 12 6.2 Use Restrictions ....................................................................................................................................................... 12 7 NEOLEDGE USE OF SERVICES ....................................................................................................... 14 8 INSURANCE ................................................................................................................................... 15 9 RESPONSIBILITIES......................................................................................................................... 16 10 INTELLECTUAL PROPERTY RIGHTS ............................................................................................. 17 10.1 Neoledge owns ....................................................................................................................................................... 17 10.2 Customer agrees ..................................................................................................................................................... 17 11 AUTHORIZED USERS AND USAGE ............................................................................................... 18 11.1 Authorized User IDs ............................................................................................................................................... 18 11.2 Additional Authorized Users .............................................................................................................................. 18 11.3 Limited Number of Users. ................................................................................................................................... 18 11.4 Excessive Usage. ...................................................................................................................................................... 18 12 SUPPORT. ...................................................................................................................................... 19 12.1 Technical support ................................................................................................................................................... 19 12.2 Exclusions. .................................................................................................................................................................. 19 Neoledge Software as a service ("SAAS") © NeoLedge 2/27 13 CUSTOMER DATA ......................................................................................................................... 20 13.1 Security ....................................................................................................................................................................... 20 13.2 Ownership ................................................................................................................................................................. 20 13.3 Neoledge Obligations .......................................................................................................................................... 20 13.4 Customer Obligations ........................................................................................................................................... 20 13.5 Use of Statistical Data. .......................................................................................................................................... 20 13.6 Return of Customer Data. ................................................................................................................................... 20 14 SECURITY ....................................................................................................................................... 22 14.1 Datacenter Security Standard ............................................................................................................................ 22 14.2 Security of stored data ......................................................................................................................................... 22 14.3 Data security in transit .......................................................................................................................................... 22 14.4 Access security ......................................................................................................................................................... 22 14.5 Security against viruses and malware............................................................................................................. 23 14.6 Security breach ........................................................................................................................................................ 23 15 DISASTER RECOVERY PLAN ......................................................................................................... 24 15.1 Presentation of the application architecture ............................................................................................... 24 15.2 Restoring lost or corrupted data ...................................................................................................................... 24 15.3 Resume Activity Procedure on a Secondary Datacenter ........................................................................ 25 15.4 Possible updating of security rules leaving the Customer's network. ............................................... 25 16 RESIGNATION ............................................................................................................................... 26 Neoledge Software as a service ("SAAS") © NeoLedge 3/27 2 Generality This Section uses terms defined in the General Terms and applies to SaaS Services provided by Neoledge. Neoledge Software as a service ("SAAS") © NeoLedge 4/27 3 Glossary Some of the following definitions may not be applicable, depending on Customer's SaaS Services. "Authorized User" means an individual who is authorized in accordance with this Agreement by Customer to access and use the Services. "Customer Data" means all electronic data or information that Customer or any Authorized User loads or enters into the Services and all results from processing such data, including compilations and derivative works of such data or information. "Employee" means any full-time, part-time, or seasonal employee who is accounted for in the employee master file contained in the Services; "Subscription Period" means the period during which Customer may use the Services, as specified in the Order Form or as applicable under a renewal term. "Third Party Services" means any third party software made available as a service listed in an Order Form that is produced by a party other than Neoledge and is listed in an Order Form or Service- Specific Terms. Third Party Services are supported by Neoledge unless otherwise indicated on the Order Form. Neoledge Software as a service ("SAAS") © NeoLedge 5/27 4 Services Rights & Subscription Period Upon the Effective Date and subject to compliance with this Agreement and Customer's payment obligations, Neoledge grants to Customer and its Authorized Users a non-exclusive, non-transferable (except as provided in this Agreement), non-sublicenseable right to access and use the Services described in the Order Form for Customer’s internal use (meaning for purposes which do not directly produce revenue for Customer) during the Subscription Period. Customer shall have no right to receive any object code or source code relating to the Services. Customer grants to Neoledge a non-exclusive, non-transferable right to access and use Customer Data as reasonably required to provide the Services to Customer and its Authorized Users. Customer may not copy or incorporate portions of the Documentation or "screen shots" of the Services except in training materials for Customer's internal use only, provided that the incorporated materials shall bear a notice of Neoledge's copyright. While Neoledge will take commercially reasonable efforts to make the Services available, Customer is responsible for acquiring and maintaining access to the Internet (including but not limited to using an adequate web browser) in order to access and use the Services. Neoledge shall not be liable for any failure of or interruption to such access and use resulting from failure or impairment of any network, software, web browser or equipment not under the control of Neoledge. Customer shall be solely responsible for obtaining and maintaining all hardware and software necessary to access the Services. 4.1 Subscription Period Start and End Unless otherwise specified in the applicable Order Form, the Subscription Period begins on the Effective Date of the order. The Subscription Period ends after 1 year unless terminated in accordance with this Agreement or renewed as set forth below or as stated and agreed upon in a quote or proposal by partner. 4.2 Renewal of Orders Unless either party has given the other party written notice of non-renewal of Services at least ninety (90) days prior to the end of a respective Subscription Period or renewal Subscription Period, each Subscription will renew for an additional period of twelve (12) months at Neoledge's then-current Subscription fees. However, the parties may agree in writing to renew a Subscription for longer periods and/or at other mutually agreed upon rates. Neoledge may charge its then-current setup fee to restore a Subscription after any suspension or termination. In the event Customer renews the Subscription early, the renewed Subscription shall begin the day following the last day of the previous Subscription term. 4.3 SaaS Add-Ons and Expansions. Customer may request to add new or expand existing Subscriptions, which will be agreed in writing and made coterminous with the anniversary date of the then-current Subscription Period and the fees will be prorated. 4.4 Payment Unless the Order Form specifies otherwise, Customer shall pay the initial fees for the SaaS Services within fifteen (15) days after the date of the order. Renewal fees will be at Neoledge's then-current rates and will be due within fifteen (15) days after the invoice date. Subscription fees are based on Neoledge Software as a service ("SAAS") © NeoLedge 6/27 Subscriptions purchased and not on actual usage. The number of Authorized Users may not be reduced during the relevant Subscription Period. Neoledge Software as a service ("SAAS") © NeoLedge 7/27 5 Service Levels The Supplier guarantees the availability of the Solution at least 99.9% of the time. 5.1 Introduction This Service Level Agreement ("SLA") is an integral part of the Agreement. If the Service Levels are not met, the Customer is entitled to a credit on a portion of the monthly service fee. SLA conditions are guaranteed during the Initial Period. They may be subject to an annual review by the Supplier. In such a case, the Supplier undertakes to notify the Client of the revision of the conditions four (4) months before the end of the Initial Period or the Additional Period concerned, as the case may be, and the Client shall be free to accept these new conditions or to terminate the Contract under the conditions of Article 4. The SLA applies to the Elise production service, starting from the production of the solution. 5.2 Monthly Availability Time Calculation "Maximum Available Minutes" refers to the total number of minutes accumulated during a month. "Unavailability Time" refers to the number of minutes accumulated among the Maximum Available Minutes during which no connectivity has been available. "Monthly Availability Time Percentage" refers to the total number of Maximum Available Minutes minus the Unavailability Time, divided by the number of Maximum Available Minutes for a given billing month. The Monthly Availability Time Percentage is represented by the following formula: Monthly Availability Time % = (Maximum Available Minutes - Unavailability Time) / Maximum Available Minutes X 100 5.2.1 Basis of calculation The above calculations are based on the indicators and logs established by the Service Provider. Scheduled interventions (server or application updates) are excluded from the calculation basis. There are two types of intervention programmed Regular intervention for system updates: system security updates are installed continuously between 3:00 am and 4:00 am from Monday to Saturday; system updates are installed on Sundays from 3:00 am to 5:00 am. Point-in-time intervention for application updates in particular. In this case, the Service Provider shall notify the Client at least five (5) days before the scheduled intervention. This notification will be sent by email to the referent designated by the Client. Service credit balance Neoledge Software as a service ("SAAS") © NeoLedge 8/27 Service credits are the Customer's exclusive remedy in the event of problems with the availability of the Solution under the Agreement and this SLA. The Customer is not entitled to unilaterally offset his Applicable Monthly Service Fees in the event of availability problems. Service credits apply only to fees paid for the provision of the Service (it does not apply to services) Service credits obtained during a billing month for a specific Service or Service Resource may in no event exceed the monthly Service charges for that Service. Service credits are deducted from the next service invoice. Percentage of Monthly Availability Time Service credit note Between 99 % and 99.9 % 10 % Between 95 % and 99 % 25 % Under 95 % 100 % 5.3 Resumption of activity In the event of a service interruption, the Service Provider may decide to switch applications and data to the secondary datacenter. Recovery Time Objective: RTO (Maximum Allowable Interruption Time): Time to restore a process following a major incident. It defines the time allowed to switch to the new system. Recovery Point Objective: RPO (Maximum Allowable Data Loss): Amount of data that can be lost due to a major incident (expressed in time). This criterion defines the state in which the new system must be after switching. The Service Provider undertakes, as part of a best efforts obligation, over the following periods: RTO: eighteen (18) hours from the first minute of service shutdown RPO: two (2) hours maximum 5.4 Data retention The data history (database, files, Elise directory content) are kept for a period of fifteen (15) sliding days, in 2-hour increments. 5.5 Limitations This SLA and any applicable Service Level do not apply to performance or availability issues: i.which are due to factors beyond the Service Provider's reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure that is not part of the Service Provider's data centres, including at the Customer's site or between its sites and a data centre); Neoledge Software as a service ("SAAS") © NeoLedge 9/27 ii. arising from the use of services, hardware or software not provided by the Supplier, including, but not limited to, problems arising from insufficient bandwidth or related to third-party software or services; iii.which are due to the use of a Service after the Service Provider has recommended to the Client to change the use of the Service, if the Client has not changed its use as recommended; iv. that occur during or in connection with the use of trial, pre-commercial, beta or trial versions of a Service, feature or software (as defined by us) or purchases paid with subscription credits; v. that are due to unauthorized actions or lack of action, if any, by the Customer or its employees, representatives, service providers or suppliers, or any person accessing the Solution using the Customer's passwords or equipment, or in any other manner resulting from the Customer's failure to comply with appropriate security practices; or vi.that are due to the Customer not complying with all required configuration requirements, not using supported platforms and not complying with any rules of proper use, or that result from the use of the Service in a manner that is not in accordance with the functions and functionalities of the Service (e.g. attempts to perform unsupported operations) or recommendations published by the Supplier; vii.resulting from incorrect entries, instructions or arguments (e.g. requests for access to non-existent files); viii.resulting from attempts to execute transactions in excess of the prescribed quotas or from a limitation imposed following a suspicion of abusive behaviour; ix. that result from misuse of the service (e. g. a change in the settings leading to a malfunction, the deactivation of a user in the organisation chart). x.which concern licences ordered but not paid for at the time of the incident. This article applies only to incidents affecting the availability of the Solution. Defects are taken into account as part of the corrective and progressive maintenance described in the "Maintenance" section of this appendix. 5.6 Corrective and Evolutive Maintenance 5.6.1 Definitions of anomalies and processing times 5.6.1.1 Classification of the severity level of anomalies The anomalies are classified according to the following 2 levels: Inconvenient: major anomaly, which appeared at the end of the production launch, concerning a vital functionality (preventing a process or affecting a large number of users), and whose consequences do not allow the normal operation of the Solution; Minor: anomaly with a low impact on the overall operation of the Solution, or concerning only a limited number of users, or non-reproducible. Neoledge Software as a service ("SAAS") © NeoLedge 10/27 The level of severity of anomalies is specified by the customer and will be validated and possibly requalified by the support department. 5.6.1.2 Processing times NeoLedge's compliance with the Service Levels depends on the cooperation, in a timely and complete manner, that the Customer can provide as well as the accuracy and completeness of all information that the Customer provides to NeoLedge. The Client also undertakes to pay NeoLedge the price of the Services under the conditions and within the time limits set out in this Agreement 5.6.1.2.1 Time to take into account an anomaly The deadlines for taking into account are as follows: Inconvenient or Minor Anomaly: four (4) hours from the time the anomaly is reported. The date and time of the email, incident form or telephone call time determines the start of the delay to take the anomaly into account. 5.6.1.2.2 Time limits for correcting an anomaly The Supplier undertakes to assign a technician and correct the anomalies within the following maximum time limits from the date on which the anomaly is taken into account: Inconvenient anomaly: Correction or bypass time: two (2) business days after a diagnosis is made within one (1) business day Minor anomaly: Correction or bypass time: five (5) business days after a diagnosis is made within two (2) business days By correction of anomalies is meant: or the correction of the service, or a breakdown service via telephone support. These delays do not take into account the delays and waiting times attributable to the Client. As part of corrective maintenance, the Service Provider is bound by an obligation of result. As a result, it is understood the ability of the initially altered functionality to provide the service without performance degradation. 5.6.2 Update Corrections and evolutions are provided through minor and major updates. Minor updates are automatically deployed by the Service Provider. Major updates are subject to a client/provider agreement before deployment. These updates are scheduled outside business hours (between 7pm and 5am). The Service Provider shall notify the Client at least five (5) days before the date of the intervention. This notification will be sent by email to the referent designated by the Client. 5.6.3 Limitations Neoledge Software as a service ("SAAS") © NeoLedge 11/27 The following services are not included in the service: the addition of new functionalities to the Solution; support in services not listed in the order; specific developments not listed in the order; the evolution of the Solution in the event of evolution of the computer programs used in conjunction with the Solution, or with a view to use on equipment other than that initially planned; assistance in using the Solution; maintenance following anomalies due to: a use of the Solution that does not conform to its intended purpose as specified in thedocumentation, incorrect use of the Solution, a modification of the Solution by the Client or a third party, intentionally or throughnegligence or non-compliance with the rules of the art, a modification made to the various components of the Solution, failure to maintain components not supplied by the Supplier, so-called "fugitive" anomalies (not reproducible by the Client). 3.2 3.2 NeoLedge's compliance with the Service Levels depends on the cooperation, in a timely and complete manner, that the Customer can provide as well as the accuracy and completeness of all information that the Customer provides to NeoLedge. The Client also undertakes to pay NeoLedge the price of the Services under the conditions and within the time limits set out in this Agreement Neoledge Software as a service ("SAAS") © NeoLedge 12/27 6 Use of SaaS Services. 6.1 Policy on Acceptable Use Customer is responsible for use of the Services by those to whom Customer provides access. Neoledge reserves the right, at any time, to deactivate or suspend Customer's or any Authorized User’s access if use of the Services is found or reasonably suspected, in Neoledge's judgment, to violate the use restrictions set forth in this Agreement. 6.2 Use Restrictions Customer agrees not to: sell, lease, sublicense, assign or otherwise transfer its rights to access and use the Services, copy, modify, publish, sell, export, distribute, transfer or perform, or prepare derivative works of, reverse engineer, decompile or otherwise attempt to extract the source code or source data from the Services except and only to the extent permitted or required by law, disclose, display or grant access to any part of the Services to any person or entity who is not an Authorized User, including, without limitation, any consultant or customer of Customer, collect any information from the Services through the use of "web bots", "scraping", "crawling", "spidering", or any other method not explicitly approved in writing by Neoledge, provide, post, or transmit any data that infringes or violates any Intellectual Property Rights or publicity/privacy rights, or that contains any viruses or programming routines that may damage, interrupt or appropriate the Subscription or Services, use or make the Services available on a service bureau or time sharing basis, use the Services or Documentation to create any service offering, computer software program, training materials or user documentation that is substantially similar to the Services or Documentation, use or facilitate use of the Services in any way that is harassing, harmful, obscene, threatening, libelous, or otherwise tortious, or for illegal, abusive or unethical activities (including violations of law or privacy, hacking or computer viruses), use the Services in any application or situation where failure of the Services could lead to death or serious bodily injury of any person, or to severe physical or environmental damage, attempt to disable or circumvent any security mechanisms used by the Services or otherwise attempt to gain unauthorized access to any portion or feature of the Services, including using manual or electronic means to avoid any use limitations placed on the Services, such as access and storage restrictions, use of the Services (including use of any device, software or routine) in a way that interrupts or interferes with, or attempts to interrupt or interfere with, the proper operation and working of the Services or any transaction being conducted on the Services, or increases risk to the integrity of any network, computer or communications system, forge headers or otherwise manipulate identifiers in order to disguise Customer’s or any Authorized User’s identity, or the origin of any message or other communication that Customer or any Authorized User sends to Neoledge in connection with the Services, Neoledge Software as a service ("SAAS") © NeoLedge 13/27 access or use the Services for purposes of monitoring the Services’ availability, performance or functionality, or for any other benchmarking or competitive purposes, including monitoring traffic absent permission or falsifying origin of data traffic, use the Services to process or store classified data. If Customer introduces classified data into the Services, Customer will be responsible for all sanitization costs incurred by Neoledge, permit any Authorized User or other third party to do any of the foregoing. Neoledge Software as a service ("SAAS") © NeoLedge 14/27 7 Neoledge Use of Services Neoledge may access and use the Subscriptions at Customer's request or to provide support. Neoledge users do not count towards Customer's number of Authorized Users. Neoledge Software as a service ("SAAS") © NeoLedge 15/27 8 Insurance The Parties undertake to take out insurance with any well-known insurance company of their choice to cover all the risks relating to the Contract. Each Party shall provide a copy of the insurance certificates subscribed at the request of the other Party. Neoledge Software as a service ("SAAS") © NeoLedge 16/27 9 Responsibilities To the extent that the Customer demonstrates that it has suffered direct damage as a result of NeoLedge's failure to comply with its contractual obligations, NeoLedge's liability shall in any event be limited to compensation for direct damage suffered by the Customer, up to the amount of invoices issued and collected by NeoLedge during the twelve (12) months preceding the damage. In no event shall NeoLedge be liable for indirect damages Neoledge Software as a service ("SAAS") © NeoLedge 17/27 10 Intellectual Property Rights 10.1 Neoledge owns all Intellectual Property Rights in or relating to the Services, whether or not those rights are registered, any software and Documentation, including Customizations, developed and delivered in the course of providing Professional Services, subject to each party's confidentiality rights and obligations under this Agreement, any and all enhancements, modifications, derivative works and corrections that are made of or to the Services or the software used to provide the Services, which will be considered part of the "Services" for the purposes of this Agreement, and Customer's comments, suggestions or other feedback regarding Neoledge's products and services. 10.2 Customer agrees not to remove or replace any Mark from the system views/user interfaces on which the Services are viewed or accessed or any associated materials without Neoledge's express written consent, and to reproduce any and all Marks on any copy or portion of any associated materials. Customer may not modify the Documentation except to the extent necessary to reflect more closely Customer's operations, provided, however, that Neoledge shall retain all rights in any modified Documentation, which shall be considered Documentation with respect to Customer's rights, and each party shall retain its confidentiality obligations with respect to any Confidential Information in the modified Documentation. Customer retains all rights, title and interest in and to Customer's own information, including its Confidential Information and Customer Data. Neoledge Software as a service ("SAAS") © NeoLedge 18/27 11 Authorized Users and Usage 11.1 Authorized User IDs Each Authorized User is issued a user ID and password which may not be shared or used by more than one person. However, a user ID and password may be reassigned from time to time to a new Authorized User replacing a former Authorized User. Customer is responsible for all access though Customer user IDs. Customer will notify Neoledge when Customer no longer employs an Authorized User or if an Authorized User should otherwise be denied access to the Services. Customer will not permit access to any user who is listed by any government or law enforcement agency as a party with whom doing business has been restricted or prohibited for any reason, including without limitation, companies on the U.S. embargoed list, the U.S. Denied Persons List, FBI most wanted and Interpol most wanted. 11.2 Additional Authorized Users Customer may add Authorized Users during a Subscription Period. The Subscription Period for any additional Authorized User Subscription shall end with the Customer's current Subscription Period for that Service and the Subscription fee shall be prorated accordingly. Except where the Subscription is a flat fee or the Order Form indicates otherwise, Customer agrees to notify Neoledge if the number of Authorized Users increases and to pay the additional Subscription fees as specified in the Order Form for those additional Authorized Users. Unless otherwise provided, the number of Authorized Users cannot be reduced during any Subscription Period. 11.3 Limited Number of Users. Customer may not use or permit use of the Services or Documentation for more than the Customer's current number of Authorized Users as specified in the order, as may be amended from time to time, and may not permit use of the Services by anyone other than Customer's Authorized Users who may be (i) employees of Customer, (ii) employees of an Affiliate, or (iii) Support Contractor personnel. 11.4 Excessive Usage. In the event that Customer's volume of use may degrade or otherwise interfere with the Services or other system performance, Neoledge will take appropriate measures, which may include immediate deactivation. Upgrades to the processing capacity may be available at Neoledge's option, but will be subject to an additional charge. Neoledge in its sole discretion may terminate Customer's Subscription if excessive usage is related to Evaluation Services. Neoledge Software as a service ("SAAS") © NeoLedge 19/27 12 Support. Neoledge offers Support (defined below). Customer acknowledges that if it declines to provide required access Neoledge may not be able to fully resolve an issue. 12.1 Technical support Neoledge shall provide reasonable general technical support in accordance with Customer’s support plan as identified in an Order Form ("Support") to allow Customer’s authorized maintenance contact(s) to report problems and to seek assistance in the use of the SaaS Services during Neoledge's standard Support hours as established from time to time on Neoledge's website. 12.2 Exclusions. Neoledge's support obligations shall not include: providing assistance (beyond an initial communication) or consulting time relating to problems, caused by (i) malfunction or failure of the computer system and/or communications network on from which Customer has installed and is accessing the SaaS Services, (ii) software or services not provided by Neoledge under this Agreement, (iii) Misuse, (iv) improper installation or configuration by Customer, third party consultants, or Support Contractors or (v) any other cause not attributable to Neoledge; providing training covered in formal training classes; performing Professional Services that would normally be provided as a billable consulting engagement, including but not limited to development of or support for any Customizations or custom reports; database schema changes, or supporting application program interfaces (“APIs”) not provided or approved by Neoledge. If Neoledge notifies Customer that a problem, error or malfunction for which Customer has requested maintenance is not covered, Neoledge will work with Customer to develop a mutually agreed SOW under which Neoledge will perform such services at Neoledge's then-current rates. Neoledge Software as a service ("SAAS") © NeoLedge 20/27 13 Customer Data 13.1 Security Each party will implement reasonable and appropriate measures to protect Customer Data and prevent any unauthorized person or entity from gaining access thereto. Customer is responsible for verifying that its Authorized Users accessing Customer Data are properly authorized to do so. Except as stated herein, Neoledge has no responsibility for unauthorized access to the Services. Each party will promptly notify the other if that party has actual knowledge of unauthorized access to and/or use of Customer Data or passwords and use reasonable efforts to take prompt remedial measures to rectify such unauthorized access. NeoLedge undertakes to take all necessary precautions to preserve the security of the Client's computer processing and/or data in accordance with the security measures approved in this Agreement as described in chapter . 13.2 Ownership Customer owns all rights, title and interest in and to Customer Data and is solely responsible for the accuracy, integrity, quality, legality, reliability, appropriateness of and copyright permissions of any Customer Data and for adopting procedures to identify and correct errors and omissions in Customer Data. 13.3 Neoledge Obligations Neoledge will handle Customer Data only in accordance with this Agreement, its privacy statement and cookie and any lawful instructions reasonably given by Customer. 13.4 Customer Obligations Customer agrees that (i) Customer Data has been collected, processed and provided to Neoledge in accordance with all applicable U.S. and international laws, including applicable data protection legislation, and (ii) Customer has provided any required notices and obtained any required consents from Authorized Users concerning the collection, use, processing, transfer and disclosure of personal information relating to Customer’s use of the Services and Neoledge’s provision of the Services. Customer is the data controller for the purposes of this Agreement. 13.5 Use of Statistical Data. Without limiting Customer’s ownership rights in Customer Data, Customer acknowledges and agrees that Neoledge shall have the right to utilize data capture, syndication and analysis tools and other similar tools to extract, compile, synthesize and analyze any non-personally and non-Customer identifiable data or information resulting from Customer’s use of the Services ("Statistical Data"). Statistical Data may be collected by Neoledge for any lawful business purpose without a duty of accounting to Customer, provided that the Statistical Data is used only in an aggregated form without specifically identifying the source of the Statistical Data. 13.6 Return of Customer Data. Neoledge Software as a service ("SAAS") © NeoLedge 21/27 Upon Customer's written request made within thirty (30) days of termination or expiration of a Subscription or this Agreement, Neoledge will return to Customer a single copy of all Customer Data in Neoledge's then-current industry standard data extract format. Additional Customer Data copies shall be available for a fee. After such thirty (30) day period, Neoledge shall have no obligation to maintain or provide any Customer Data and shall, unless legally prohibited, delete all Customer Data in its possession or under its control. Neoledge Software as a service ("SAAS") © NeoLedge 22/27 14 Security 14.1 Datacenter Security Standard The data centers used for cloud services are ISO/IEC 27001 certified. The annual ISO/IEC 27001 certification process for data centers includes an audit of operational resilience. 14.2 Security of stored data All elements of the solution are encrypted virtual server disks virtual servers at rest. content of the file space disk content of databases 14.3 Data security in transit The data that flows between the Datacenter that hosts the service and the Client is encrypted: From the Client's browser to the Datacenter From scanner to data center 14.4 Access security The Service Provider implements the following measures to guarantee the security of access 14.4.1 Firewall Each virtual server has a Windows firewall and a firewall provided by the Datacenter host. 14.4.2 Connecting to services All accesses are subject to a prior personal login and password. 14.4.3 Security Center The Service Provider relies on the "Security Centre" service provided by the Datacenter host: https://azure.microsoft.com/fr-fr/services/security-center/ which allows in particular to : Monitor security for all cloud workloads Implement a strategy to ensure compliance with security standards Detect and fix vulnerabilities before they can be exploited Use access and application controls to block malicious activities Leverage advanced analytics and threat intelligence capabilities to detect attacks Simplify investigation to respond quickly to threats Neoledge Software as a service ("SAAS") © NeoLedge 23/27 14.4.4 Traceability of accesses All user accesses (Client and Service Provider) are tracked at several levels, in order to identify the origin of any malicious access or human error. Traces are kept for 1 (one) year. 14.5 Security against viruses and malware The Provider installs and updates the antivirus. All files are checked by the antivirus software. 14.6 Security breach In the event of a security breach related to the infrastructure or application, the Service Provider undertakes to correct it within a maximum period of 5 (five) working days. Neoledge Software as a service ("SAAS") © NeoLedge 24/27 15 Disaster recovery plan This section describes the Business Resumption Plan (BRP), and lists the minimum provisions provided by the Service Provider to ensure the resumption of service activity in the event of a major or major crisis in the main Datacenter hosting the service, or in the event of data loss. The disaster recovery plan is triggered in the following cases: Data loss or alteration (outside the infrastructure) Failure of the main Datacenter infrastructure 15.1 Presentation of the application architecture The application architecture of the Cloud service implemented is designed to restore all the elements of the solution: Servers Data base Documents Parameter settings 15.2 Restoring lost or corrupted data The data restoration procedure is carried out by the Service Provider. It is triggered by: the Client, by declaring a ticket on the Service Desk portal of the Service Provider. the Supplier, if the monitoring tools set up by the Supplier have detected an intrusion despite all the means implemented to avoid it, and that this intrusion may have caused a loss of data. The Client confirms the triggering. 15.2.1 Restoration point The Supplier shall provide the Client with all the technical information required to determine the date of the data loss and to record the recovery point. The date of the recovery point is a maximum of two (2) hours before the date of the data loss, within the limit of the last fifteen (15) fifteen (15) sliding days. 15.2.2 Complete restoration Full recovery applies to all data: database, files, settings The Service Provider stops the service during the restoration to ensure the consistency of the different third parties of data when the service is resumed. The recovery trigger time is two (2) hours after the recovery point has been defined. Data modified from the selected recovery point is lost. 15.2.3 Granular restoration. Neoledge Software as a service ("SAAS") © NeoLedge 25/27 Granular recovery allows you to restore a document individually. Each document can be restored individually (the last modification of each document in 2-hour increments is kept for 15 days). 15.3 Resume Activity Procedure on a Secondary Datacenter This section describes the steps to restore the service following a failure of the Datacenter that hosts the service and that causes all or part of the service to stop. The Service Provider detects the service interruption and informs the Customer within 20 minutes. This notification is sent by email to the referent designated by the Client. The take-back procedure is carried out by the Supplier. It is triggered by the Supplier within 6 hours of the service interruption. A notification is sent by email to the referent designated by the Client. The service is stopped during the procedure to ensure the consistency of the different third parties of data when the service is resumed. The restoration time is less than twelve (12) hours following the initiation of the procedure The recovery point is less than 2 hours old before the main Datacenter failure, it causes a maximum of 2 hours of data loss. 15.4 Possible updating of security rules leaving the Customer's network. The updating of the outgoing security rules implemented by the Client is the responsibility of the Client. The Supplier shall provide the Client with all the information necessary to update it. The information is transmitted by email to the Customer's contact person within twelve (12) hours of the service interruption. Neoledge Software as a service ("SAAS") © NeoLedge 26/27 16 Resignation In the event of non-performance by one of the Parties of any of its obligations under the Contract, the Contract may be terminated by the other Party as of right, thirty (30) days after formal notice by registered letter with acknowledgement of receipt has remained without effect. In such a case, the Contract shall be automatically terminated as of the day after the expiry of this period, without prejudice to any damages to which the non-defaulting Party may be entitled. On behalf of Neoledge On behalf of the Client Signature: Signature: Name: Name: Title: Title: Date: Date: 25 | P a g e g.Related Experience with Projects Similar to the Scope of Services Elise solution implemented in more than 250 customers and 100+ smart cities public organizations worldwide with more than 4M daily users and millions of documents managed by its cloud solutions. Some of the premier public sector client's implementations with Elise solutions in the last several years are: CLIENT #1 Client Name The Pantheon Sorbonne University Contact Name Fabienne DELAMARE Contact Title IT Director Contact Email fabienne.delamare@u-paris2.fr Timeframe December 2017- May 2018 Total Cost $ 90,000.00 Brief Description of the Scope of the Project The Pantheon Sorbonne University is one of the most prestigious universities in Paris. With more than 135,000 circulating electronic records across the University in 2015, the management of information flows is a key stake. The City wanted to use a unique electronic management solution deployed across 27 departments. This solution would also be implemented to improve relationships and engagement with the students. Client’s Problem & Needs With more than 135,000 records flowing in 2015, content and document management was critical for the university. The head offices of several other departments had siloed solutions that did not communicate with each other. The high-level complexity of the Organization, combined with a need to improve students' service and SLA, culminating in the urgency to create a more efficient process for the university. The University needed a solution to: •Centralize all inbound and internal documents •Digitize physical documents •Keep track of them during the process •Connect Elise with their accounting system and the student registration system Solutions/Benefits/Metrics The solution was implemented in 2 months. The key benefits: •Save time and energy in the document handling •Reduce case management time •Better structure administrative processes 26 | P a g e CLIENT #2 Client Name The Education Ministry Contact Name Nicolas ABEL Contact Title IT Director Contact Email nicolas.abel1@ac-reunion.fr Timeframe February 2013 - May 2013 Total Cost $50,000.00 Brief Description of the Scope of the Project In 2011, the Education Ministry wanted to use a unique electronic management solution deployed across all departments and academies worldwide. The University needed a solution to: •Digitize physical documents •Support different types of documents (HR documents, Accounting documents…) •Keep track of them during the process •Ensure compliance with archiving rules •Centralize all inbound and internal documents Solutions/Benefits/Needs The solution was implemented in 1 year. The key benefits: •Save time and energy in document handling and search information. •Reduce case management time •Better structure administrative processes CLIENT #3 Client Name City of Paris Contact Name Catherine OSSAKOWSKY Contact Title Project Manager - Client Contact Email catherine.ossakowsky@paris.fr Timeframe November 2010 - December 2011 Total Cost $ 500,000.00 Brief Description of the Scope of the Project Paris is a city of 2 million inhabitants. With more than 135,000 circulating electronic records across the city departments in 2012, the French capital's management of information flows is a key stake. The City wanted to use a unique electronic management solution deployed across 27 administrations and city hall, with a long-term goal to implement it in all 40 city sites. This solution would also be implemented to improve the relationship with the citizens. 27 | P a g e Client’s Problem & Needs: With more than 135,000 records flowing in 2012, content and document management was a critical point for the city of Paris. The mayor’s office and the head offices of several other departments had siloed solutions that did not communicate with each other. The high-level complexity of the Organization, combined with a need to improve citizen service and SLA, culminating in the urgency to create a more efficient process for the city of Paris. The city of Paris needed a solution to: •Centralize all inbound and internal documents •Digitize physical documents •Keep track of them during the process Solutions/Benefits: The solution was implemented in 2 Years. The key benefits: •Save time and energy in the document handling •Reduce case management time •Better structure administrative processes CLIENT #4 Client Name Cavimac Contact Name M. AKRICH Stéphane Contact Title IT director Contact Email stephane.akrich@cavimac.fr Timeframe October 2011 - May 2015 Total Cost $ 45,000.00 Brief Description of the Scope of the Project CAVIMAC is a social security organization dedicated to religions in France. In charge of managing more than 120,000 insured persons, its primary missions are the affiliation of nationals of religious denominations, the collection of contributions, sickness benefits, and old- age and disability benefits. Client’s Problem/Needs During the 2000s, in a context where regulations were significantly changing and IT development costs were very high, CAVIMAC joined forces with other regimes to create common tools. The specificities have thus become more complicated to integrate. The director decided to disconnect the "pure" business part from the quality part to disconnect production from Customer Relationship Management. With more than 7 million documents to manage, CAVIMAC needed to find a solution to facilitate document flows and improve the quality of exchanges with its policyholders. Solutions/Benefits/Metrics 28 | P a g e The solution was implemented in 4 months. Elise will have brought several advantages to CAVIMAC such as: •Better management of document processes, with a set of functionalities that are extremely faithful to paper-based processes, •A better follow-up of the customer relationship, thanks to a better vision of the participants in a process as well as a significant time-saving in response times, •A better organization of incoming and outgoing flows by defining a processing framework for each sector of activity to which CAVIMAC is subject. •CAVIMAC has also benefited from improved security and traceability of its documents, with a 40% reduction in paper consumption. CLIENT #5 Client Name City of Saint Etienne Address Saint – Etienne, France Contact Name Josianne ANGENIEUX Contact Title Project Manager Contact Email josiane.angenieux@saint-etienne.fr Timeframe April 2013 - November 2013 Total Cost $ 125,000.00 Brief Description of the Scope of the Project The City of Saint-Étienne chooses Elise to manage its record documents. Client’s Problem & Needs In 2013 the city of Saint-Étienne had decided to Elise for its internal document flows that were entirely digitized. But they were still struggling to centralize and capitalize on citizens' capacities to spot and report problems on the street or suggest innovations for the municipality. The city of Saint-Étienne needed a solution that users could use to: •Centralize all records, no matter the channel (mail, email, phone, app) •A dashboard to track all the records from one place Solution/Benefits / metrics The solution was implemented in 5 months. The key benefits: •Improve processes and transparency for the institution •Drastic reduction of time processing records 29 | P a g e h.Proposed Implementation Schedule SoftSages Technology provides a dedicated project manager who will manage the project from kick-off to final delivery and support of Case Management solution. We utilize the agile methodology for project management of any Elise implementation. He will use a project plan for each project, which details all of the tasks and milestones that must complete. He will utilize the Project GANTT chart, consultation, data conversion, staffing, installation, and change management to guarantee a successful implementation. These tasks fall into the five PMBOK - identified process groups- 1.Initiating 2.Planning 3.Executing 4.Monitoring and controlling 5.Closing Communication is very vital to any installation. The project manager will share a comprehensive communication plan to ensure all parties remain in close contact throughout the installation. Project Schedule SoftSages has developed a pragmatic approach based on extensive experience allied with the following methods •Respect for established deadlines •Measured and managed risks •Ensuring optimal uses of our tools •Costs efficiency On detailed project scope, project enhancements purchased, availability for meeting coordination, action item return and completion, approval dates, and other factors. Your project timeline, tasks, due dates, and communication will be managed and available in real-time via the project management software. 30 | P a g e 1.Initiate /Kick-Off The initial phase consists of project scope and requirement gathering of the city’s actual requirements and converted them into Business Requirement Document and Functional Requirement Documents. Our Project Manager and other team members will start with Kick-off meeting •A short reminder of the project context •Confirm the content and the scope of the project (notice, team, costs) •Introduce projects management tools •Define the schedule Monitoring meeting •To assess the project's progress •Make necessary changes for the success of the project •Ensure the excellent coordination of activities •Confirm the communication approach and management Teams Required •SoftSages Project Director •SoftSages Project Manager •The City’s IT director •The City’s Project Manager Project Deliverables/Milestones •Project Scoping and Requirement Confirmation •Duration :3 days -1week 1-Initiate •Duration :3 weeks 2 -Design •Duration :5 weeks 3 -Configure •Duration :3 weeks 4 -Customer tests •SolutionGo-Live 5 -Launch 31 | P a g e •Requirement gathering and System Analysis •BRD and FRD documents 2.Design Functional specifications •Define the incoming and outgoing channel •Define the mapping process •Define the management rules •Define the HMI •Adapt the data to each customer-specific needs •Define the conversion map Implementation •Define the implementation strategy •Define the training •Define the communication strategy Teams required •SoftSages’ Project Director •SoftSages’ Project Manager •The City’s Project Manager •The City’s Panel of users Project Deliverables/Milestones •Mapping plan •Implementation Plan •Management rules documentation •Training plan and requirement 32 | P a g e •Communication plan 3.Configure The configure phase consists of the actual configuration of the Elise solution as per requirements finalize in the design phase. Customization •Set up the environment •Configure the settings according to the functional specifications •Data conversion and migration plan Quality Assurance Testing •Ensure the software is correctly provided and configured •Optimize the performance of the software •Optimize the use of the users •Test the data conversion and migration services Teams required •SoftSages’ Project Manager •SoftSages’ Cloud Engineers Deliverables/Milestones •Configuration of settings as per functional specification on Elise •Data Conversion, migration, and back scanning (as per RFP done by the city) •Software optimization as per performance and users •Moved into to Testing phase Sample Detailed Project Timeline 33 | P a g e 4.Customer Test and Transition Plan Training •Training of the testing team •Training of the project team Start-up support •Assist the users during the first tests •Analyze and optimize the users practical in the software •Correct the software issues •Review the results with the project team •Test the data conversion and migration services 34 | P a g e •Repeat the functional assistance •Verify the good followings of management rules •Correct and adapt the workflows •Spread good practices and capitalize on user experience Teams required •SoftSages’ Project Manager •SoftSages’ Trainer •The City’s Project Manager •The City’s Panel of users Deliverables/Milestones •User Testing •Test Data conversion and migration services •Workflow’s testing •User Training 5.Launch/Go-Live Training •Training the final users •Spread good practices learned from users during the testing steps Start-up support •Assist the end-users at the beginning •Analyze and optimize the users practical with the software •Correct the reported software issues •Establish the results with the project team •Repeat the practical recommendations 35 | P a g e •Verify the correct followings of management rules •Correct and adapt the workflow •Spread good practices and capitalize on user experience Teams required •SoftSages’ Project Director •SoftSages’ Project Manager •The City’s Project Manager •The city’s users Deliverable/Milestones •Final Solution delivered with UAT •Final User Training •Post Implementation Support/Maintenance •System/Software documentation and support manual We assumed this timeline per our complete implementation process. However, we are open to making changes as per the need of the Town. Project/Implementation Timeline Task Description Duration (Days) Initiate 6 days Preparation of kick-off meeting 0.5 Kick-off Meeting 0.5 Initial Review of Existing process 5 Discovery/Requirement Gathering 68 days Technical/System Workshop Business Requirement gathering 3 Writing of Technical Architecture 5 Mapping of existing processes 30 Mapping of target processes Presentation/Scrum Meeting 10 Specification Meeting 5 Writing of configuration file 5 Validation Period 10 Design, Prototyping 62 days 36 | P a g e Configuration 32 days Configuration of Document Management Application on Production environment 22 Correction of the Settings 5 Writing the test booklet 5 Data Transfer 30 days Provision of a test data set 0 Writing of correspondence table 5 Importing the test data set 5 Validation of test import 5 Correction of the importing data 5 Importing final data 5 Validation of the importing data 5 Customer Test/Training 21.5 City/Customer Test 10 Preparation of training courses 5 Training of administrators 3 Training of users 3 Meeting 0.5 Launch/Go-Live 30.5 Launch Go-Live period 2 Final users training 7 Go-Live 1 Go-Live Assistance/Support 20 Meeting 0.5 Example of Implementation Process Phase 1: Initiate Duration 1.3 days Kick-off meeting: 2.Short reminder of the project context 3.Confirm the content and the scope of the project (notice, team, cost) 4.Introduce project management tools 5.Define the schedule Monitoring meeting: 37 | P a g e 6.To assess the project's progress 7.Make necessary changes for the success of the project 8.Ensure the excellent coordination of activities 9.Confirm the communication approach and change management Teams required 10.SoftSages’s Project Director 11.SoftSages’s Project Manager 12.City’s IT Director 13.City’s Project Manager Phase 2: Design Duration 14.1 week Functional specifications: 15.Define the incoming channel 16.Define the mapping process 17.Define the management rules 18.Define the IHM 19.Adapt the data to each customer-specific needs Implementation: 20.Define the implementation strategy 21.Define the training 22.Define the communication strategy Teams required 23.SoftSages’s Project Director 24.SoftSages’s Project Manager 25.City’s IT Director 26.City’s Project Manager 38 | P a g e Phase 3: Configure Duration 27.2 weeks Customization 28.Set up the environment 29.Configure the settings according to the functional specifications Quality Assurance Testing 30.Ensure the software is correctly provided and configured 31.Optimize performance of the software 32.Optimize the use of the users Teams required 33.SoftSages Project Manager 34.SoftSages Cloud Engineers 39 | P a g e i.Present and Projected Workloads We have 10+ contracts currently ongoing and distributed among team members. Street Address: ________________________________________________________________ City, State & Zip: ______________________________________________________________ Contact Name: ________________________________ Phone: __________________________ E-mail: _______________________________________________________________________ List date and describe work performed: ______________________________________________ ______________________________________________________________________________ Company Name: _______________________________________________________________ Street Address: ________________________________________________________________ City, State & Zip: ______________________________________________________________ Contact Name: ________________________________ Phone: __________________________ E-mail: _______________________________________________________________________ List date and describe work performed: ______________________________________________ ______________________________________________________________________________ Company Name: _______________________________________________________________ Street Address: ________________________________________________________________ City, State & Zip: ______________________________________________________________ Contact Name: ________________________________ Phone: __________________________ E-mail: _______________________________________________________________________ List date and describe work performed: ______________________________________________ ______________________________________________________________________________ Company Name: _______________________________________________________________ Street Address: ________________________________________________________________ City, State & Zip: ______________________________________________________________ Contact Name: ________________________________ Phone: __________________________ E-mail: _______________________________________________________________________ __________________ Leigh James, leigh.james@okstate.edu 405-744-8401 REFERENCE Company Name: Oklahoma State University and Agricultural & Mechanical System (A&M) _______________________________________________________________ 1224 N. Boomer Road S tillwater, OK 74078 Aug 2021 -Ongoing Document Management and e Signature Platform solution for the OSU and A&M System per the attached specifications, worksheet and other related documents. DeepSleep Technology Inc. Gaurav Patel 484-320-7374 Malvern, PA 19355 Gaurav.patel@deepsleeptest.com March 2020- Ongoing Electronic Document Management System The Pantheon Sorbonne University Paris, France Fabienne DELAMARE 33 1 44 41 59 42 On Request Dec to May 2018, Document Management System City of Tourcoing Tourcoing, France jjeeawock@ville-tourcoing.fr JEEAWOCK Jaysing 33 3 20 23 37 10 Apr to November 2016List date and describe work performed: _ ___________________________ _____________________________________________The City of Tourcoing chooses Elise to manage records._ ________________________________ j.References 41 | P a g e k.Training A training report is compiled and sent to our Project Manager. This report outlines the conduct and climate of the training. It outlines any concerns or insights that the training has generated and implemented for the rest of the project. Sample Training Schedule format: System Administrator Training 1.Objective Ensure the application's complete configuration, including the management of users, profiles, and processing processes. They are responsible for assisting 1st level users. 2.Duration One session of 3 days for eight people maximum 3.Training plan The standard training plan for functional managers is as follows: Using •Scanning Documents that arrive directly in the departments using separators •Possibility to modify the assignment of a Document •Access to the Documents to be processed 42 | P a g e •Adding keywords/indexing the Document •Ability to transfer a Document •Make action Documents on a Document to other collaborators/services (with or without the use of processes) / Process action Documents •Management of the validation circuit/signature of an outgoing Document •Printing of Documents submitted for signature and scanning •Email registration •Absence and delegation management •Simple and advanced search functions based on Documents •Activity monitoring Scanning •Scanning chain (From the scanning station to the distribution tiles in Elise) •Scanning station (Configuration files, Scan location, Scan logs) •Server (FTP transfer, asynchronous processing, Publication reports, Publication log) Repository management •Lists (Types of Documents, medium, etc.) •Document templates (Where are they stored? Declare a new Document template, Diagnose a client workstation) •Distribution tiles (How to declare them? Customization) •Dynamic folders (How to administer the filing plan?) Organizational chart •Software architecture (Relations between Elise and LDAP, Administering the flowchart with the tool, Additional rights, and specific configuration) Rights •General rights (What is a role? How to set up general behaviors and access?) •Rights policy (General principles, Revalidation of Documents) 43 | P a g e •Processes (Configuration of the processes for processing incoming Documents/validation process and signature of outgoing Documents) Contact database in Elise •Structure of the database (Organizations, functions, contacts, and relationships between them) •Contacts (How to manage the contact database?) The practical administrator guide is accessible directly from the Elise application and is part of the deliverables. System User Training The training enables system users to master in detail the full use and administration of the tools to operate them independently by the needs of the Organization. Through training, operational managers become the internal resource persons on whom other users rely. 1.Objective Become autonomous on the use of the software. 2.Duration 2 sessions of 2 days for 8/10 people each session. For information, you will find below training plans by use profile 3.Target audience and objectives The training is intended for people who will receive the Document, manage the Document arrived and departed from their service. Their primary missions are: •Scanning Documents that arrive directly in the departments using separators •Possibility to modify the assignment of a Document •Access to the Documents to be processed •Adding keywords/indexing the Document •Ability to transfer a Document •Make action Documents on a Document to other collaborators/services (with or without the use of processes) / Process action Documents 44 | P a g e •Management of the validation circuit/signature of an outgoing Document •Printing of Documents submitted for signature and scanning •Email registration •Absence and delegation management •Simple and advanced search functions based on Documents •Activity monitoring End-User Training For end-user training, we offer to train either all of your users or train your trainers. We understand each client’s needs vary; therefore, this need will be addressed during initial meetings. The system's web viewer can access our online training portal or videos provided to walk through the basic search functionalities and view the document in the system. ▪Repository Navigation ▪Use of Search and document view ▪Accessing, organizing, and using repository content ▪Accessing and using Collaborative functions ▪Accessing the repository through desktop applications A satisfaction survey will give to all participants at the end of the training. This survey allows participants to feedback and comments. It provides SoftSages with indicators to measure the training process's quality and detect any missteps or improvements for future training. Any concerns are reported directly to the SoftSages Project Manager. A training report will compile and send to the SoftSages’ Project Manager. This report outlines the conduct and climate of the training. It describes any concerns or insights that the movement has generated and implemented for the rest of the project. This hands-on “living” approach to training offers the best environment for success and retention. e-learning Digital content is a vital element of a training system for adopting the uses of deployed solutions. Digital content aims to explain in short videos the functionalities and their daily use. We will 45 | P a g e deliver a set of videos, each corresponding to an action or process, as part of the standard platform's evolution. The principle is to create videos presenting unit processes: "how to process an incoming document?” “how to assign a workflow?” They will then be organized according to the profiles to propose a route according to the users' type. Elise has online, and web training modules and documentation on YouTube and Elise web screen, and our trainer shares it with users. Some of the training examples are •Elise Introduction Online training video - https://www.youtube.com/watch?v=xTbi_lfPDzo •Mail Management Online Tutorial - https://www.youtube.com/watch?v=36fjUE-qM1E •Document Capture and digitization - https://www.youtube.com/watch?v=IHUY087QGYs Example of Video Tutorial 46 | P a g e l.Maintenance and Support SoftSages’ committed to providing the level of service and support that exceeds our clients’ expectations and far exceeds the mediocre service that we, as consumers, have grown to accept as the industry standards. After-hours support can be available but is usually scheduled ahead of time. The support of SoftSages’ Elise support team aims to provide customers with: •Reactive support in case of incidents. •Support close to the customer's teams. •Application durability and updates. Elise Helpdesk SoftSages’ Elise support staff has immediate access to the software engineers who wrote the code for the application. Because all Elise software products are the line from concept to development to implementation to end-user is continuous. The support staff can assist clients by tapping quickly into all necessary resources. Support staff uses the incident reporting system. This system allows continuous support call tracking from the moment it is received (whether by phone or email) through resolution and closure. During the maintenance phase of the application, incident management is subject to a procedure developed by SoftSages and in response to the requirements of your expectation. •The 1st level of maintenance is provided by your administrators, who can then accompany users for navigation assistance and report incidents to SoftSages. •SoftSages’ Support team takes care of second-level support. This Support team is made up of IT engineers who have acquired professional experience in Project Management. The interlocutors specialized in their field. •If the Support team cannot resolve the incident, it will escalate to our product development engineers, SoftSages’ ISV division, at the 3rd level. The Product Manager is assisted daily by a team of 10 people. Processing times 1.Time limits for taking an incident into account: The deadlines for taking into account are as follows: •Service shutdown: immediate upon notification of qualification information •Major or Minor Incident: four (4) hours worked from the time the incident was reported. 2.Time limits for correcting an incident: SoftSages undertakes to assign a technician and correct incidents within the following maximum time limits from the time the event is recognized: 47 | P a g e •Service Shutdown: Correction or bypass time: eight (8) working hours subject to obtaining authorization for connection via remote maintenance and making recent backups available. This time limit does not apply to hardware failures not covered by the maintenance contract. •Major Incident: Correction or bypass time: two (2) business days after a diagnosis made within one (1) business day •Minor Incident: Correction or bypass time: five (5) business days after a diagnosis made within two (2) business days Product Fixes Elise software’s product development team takes a product fix to resolve our client’s problems. We have categorized below several product fixes: •Debug Module: When a customer contacts the Elise Support team, we will provide a self- access debug module to isolate the issue. The customer then provides the test result of the debug module. Our team will assess the effects and verify if the debug module is applicable. After passing our internal testing, this would be considered as a HotFix. •Hot Fix: The hotfix will then include in the Patch, and it will be available for our customers. Product Enhancement SoftSages accepts that innovation could be a ceaseless handle, and esteem expansion to the item at customary interims is the necessary basis for an item to retain its competitive edge and develop within the showcase. It may involve enhancing, modifying, or updating the software to reflect market needs. SoftSages’ Elise Product Team regularly enhanced the product features and functionality as per market and customer requirements. Whenever a new enhancement is available in the Elise product, it will be available at extra cost. Any enhancement due to bug fixes issues by the city is included in our Support/Maintenance fees. Our approach to Product Enhancement follows a well-defined path: •Get it the existing products architecture and technical details •Analyze new additions to the software •An Action plan of approach to implement the additions •Engineer the product as per the plan at the most efficient cost & price Our Product Enhancement services complement like: •Add new features, functionality to change product positioning or increase product value 48 | P a g e •Integrating the product with other systems and devices •Web-enabling existing software products •Addition of support to other hardware, software, or platforms We assist our customers in realizing the potential of their existing product line. We help them leverage their current products and increase the lifetime and optimally achieve the best value out of their products. Regular Product Releases SoftSages Elise Product Development Team released significant product releases regularly. The notable releases are a combination of product suggestions, contractual commitments, and strategic initiatives. Our Product team works with the project manager and marketing team to determine priorities and create a release plan. Once the plan is approved, it is developed by our team based on the SCRUM development methodology. Work is broken down into chunks and designed, tested, and regularly accepted as one continuous process. Also, once the release is completed, our development team goes through a release hardening process to ensure there are no regressions or defects missed at the initial testing. Software Releases are announced via our yearly Release Webinars, as well as through Elise blogs. Clients can attend our Webinars to learn about new functionality and ask questions. Additionally, they can view Release Notes and watch videos of the new feature on our Elise product website. 49 | P a g e m.Price Proposal i. A breakdown of all costs involved, including all software, interfaces, installation, and training. ii. A breakdown of all costs associated with converting data from the current JustWare platform to the vendor’s program. iii. A description and costs of any reoccurring fees such as annual maintenance, storage, and support costs. Line Item Price Item Year 1 Year 2 (Option Year 1 Period) Year 3 (Option Year 2 Period) Year 4 (Option Year 3 Period) Year 5 (Option Year 4 Period) 1 Base cost per year $11749 $17,927 $17,927 $17,927 $17,927 2 Price per user Included Included Included Included Included 3 Implementation and training costs $17847 _ _ _ _ 4 Integrations fees $5000/Each $5000/Each $5000/Each $5000/Each $5000/Each 5 Add-on features Included Included Included Included Included Technical Support & Maintenance Included Included Included Included Included 6.Total Per Year Cost (Integration fees not included ) $29,596 $17,927 $17,927 $17,927 $17,927 Attachment A NONDISCRIMINATION AND EQUAL PAY AFFIRMATION ________________ (name of entity submitting) hereby affirms it will not discriminate on the basis of race, color, religion, creed, sex, age, marital status, national origin, or because of actual or perceived sexual orientation, gender identity or disability and acknowledges and understands the eventual contract will contain a provision prohibiting discrimination as described above and this prohibition on discrimination shall apply to the hiring and treatments or proposer's employees and to all subcontracts. In addition, ________________ (name of entity submitting) hereby affirms it will abide by the Equal Pay Act of 1963 and Section 39-3-104, MCA (the Montana Equal Pay Act), and has visited the State of Montana Equal Pay for Equal Work "best practices" website, https://equalpay.mt.gov/BestPractices/Emplovers, or equivalent "best practices publication and has read the material. Name and title of person authorized to sign on behalf of submitter SoftSages LLC SoftSages LLC Jiraj Ruparelia, Vice President