Attachment 1- Los Gatos PD SA Fixed 2021-2022 Sun Ridge Systems Software Support Services Agreement
This is a description of the software support, maintenance, and enhancement services to be provided by
Sun Ridge Systems, Inc. (“SRS”) to the City of Los Gatos (“Licensee”) as part of a Software Support
Services Agreement (“Agreement”). This Agreement covers all RIMS public safety software (Software)
licensed by the Licensee and is effective on September 2, 2021.
Under this agreement SRS agrees to provide the following services and products to Licensee:
1.Coverage Hours. SRS will provide a toll-free phone number for Licensee to call whenever a
covered problem occurs. Normal service hours will be Monday-Friday, 8AM-5PM PST, except for
common federal holidays (“Holidays”). However, for instances with the Licensee’s system is
completely inoperable due to an SRS software problem (“Critical Problems”) preventing basic
system operation, service will be available 24 hours, 7 days a week, Holidays included.
2.SRS Response to reported problems. SRS agrees to provide service and assistance as
expeditiously as possible as follows:
a.Most problems will be resolved with the initial phone call.
b.For problems that cannot be immediately resolved, SRS will work to resolve the problem
based on the severity of the problem and the urgency reported by Licensee.
●For Critical Problems, SRS personnel will work with Licensee until the situation is
resolved.
●For problems that are not Critical Problems that have a lesser though continuing
impact on operations of Licensee (“non-critical problems”), SRS will endeavor to
provide a solution or work around within 72 hours of the problem being
reported to SRS by the Licensee.
●For problems that are not Critical Problems and are not non-critical problems
(“Minor Problems”) SRS may, at its discretion, either issue a near term "fix
release" of the product or include the fix in the next scheduled product update.
3.Licensee equipment and software responsibilities. Licensee agrees to allow SRS to remotely
connect to Licensee’s system when a problem is reported. SRS uses BeyondTrust Remote Access
Software for this purpose. BeyondTrust software provides superior security and does so over an
ordinary internet connection via an SRS server that hosts a BeyondTrust security hardware
appliance.
With Licensee’s permission, SRS will use this connection to examine data files related to
reported problems and to provide updates and corrections when necessary.
Attachment 1
4. Provision of software updates. SRS will provide, at no additional cost, all new enhanced and
updated versions of software licensed to Licensee. This software will be provided with detailed
installation instructions for installation by Licensee. If desired, Licensee may retain SRS to
perform any installation at additional cost to be determined on a per case basis. Updates are
distributed via download from the SRS ftp web site. SRS will not be obligated to provide service
for release versions that are more than two annual release versions older than the current
release.
5. Cost. The cost of the services and software to be provided under this Agreement are as follows:
FY 21-22 FY 22-23 FY 23-24 FY 24-25 FY 25-26
RIMS Annual Support and Updates – Computer Aided Dispatch $11,375 $11,830 $12,303 $12,795 $13,307
RIMS Annual Support and Updates – Records Management $11,375 $11,830 $12,303 $12,795 $13,307
RIMS Annual Support and Updates – Mobile Software $5,600 $5,824 $6,057 $6,299 $6,551
RIMS Annual Support and Updates – E-911 $1,445 $1,503 $1,563 $1,626 $1,691
RIMS Annual Support and Updates – State Link (CLETS) $1,445 $1,503 $1,563 $1,626 $1,691
RIMS Annual Support and Updates – In-Station (CAD) Mapping $3,756 $3,906 $4,062 $4,224 $4,393
RIMS Annual Support and Updates – Mobile Mapping $1,796 $1,868 $1,943 $2,021 $2,102
RIMS Annual Support and Updates – Property Room $1,860 $1,934 $2,011 $2,091 $2,175
RIMS Annual Support and Updates – Citizen RIMS $1,686 $1,753 $1,823 $1,896 $1,972
RIMS Annual Support and Updates – iRIMS Law $2,062 $2,144 $2,230 $2,319 $2,412
RIMS Annual Support and Updates – Training Management (TIMS) $760 $790 $822 $855 $889
RIMS Annual Support and Updates – Text/Paging $670 $697 $725 $754 $784
RIMS Annual Support and Updates – AutoCite Link $378 $393 $409 $425 $442
RIMS Annual Support and Updates – CopLogic Link $460 $478 $497 $517 $538
RIMS Annual Support and Updates – CopLink Link $750 $780 $811 $843 $877
RIMS Annual Support and Updates – Evidence.com / Axon Link $550 $572 $595 $619 $644
RIMS Annual Support and Updates – LaserFiche Link $415 $432 $449 $467 $486
RIMS Annual Support and Updates – CHP 555 Export to SWITRS **$252 $780 $811 $843 $877
TOTAL $46,635 $49,017 $50,977 $53,015 $55,136
* This support quote above is only for the listed modules only, if additional software or interfaces are added or
modified it may impact the support amount quoted.
6. Late Payment. In addition to any other amounts for which Licensee is liable under this
Agreement, Licensee agrees to pay to SRS a late charge equal to one percent (1%) of the amount
due if Licensee fails to pay SRS any amount that is due and owing pursuant to this Agreement
within sixty (60) days after Licensee’s receipt of an invoice from SRS or (60) days after the
expiration of the previous Agreement, whichever comes later. In addition, any invoiced
amounts that are due and owing under this Agreement that Licensee fails to pay to SRS within
ninety (90) days after Licensee’s receipt of an invoice from SRS shall thereafter bear interest at
the rate of twelve percent (12%) per annum or the highest interest rate allowed by applicable
law, whichever is less.
7. Term. The term of this Agreement shall be one year from the date stated in the initial
paragraph and shall be automatically annually renewed for another year upon payment of the
invoice. Payment for the year is due in advance the day the services begin. Non-payment of the
support invoice within 60 days as described in Section 6 shall be cause for terminating or
suspending the Agreement at the discretion of SRS. Any requested changes to the Agreement
for a new term must be received by the end of the previous term. This includes any changes to
the list of products covered.
8. Termination. Licensee may terminate this Agreement with or without cause upon ninety (90)
days written notice to SRS. If terminated, Licensee is entitled to a prorated refund for the service
days not consumed beginning on the last day of the month the written notice is received by SRS
to the end of the remaining term of the Agreement.
9. Limitations. SRS agrees to provide support only for public safety application software provided
by SRS. Other software used by Licensee (word processing, spreadsheet, etc.) is not included in
this Agreement. PC and network operating system software and Microsoft SQL Server database
system software is similarly not included, although SRS may assist Licensee in isolating problems
to this software. Also specifically excluded is responsibility for administration, support, or
maintenance of your server, computer network, operating systems, or database (Microsoft SQL
Server).
Licensee may request that SRS provide support services outside the limitations of this Support
Services Agreement. If SRS agrees to provide any requested additional support services, which
SRS may do or decline to do in its sole discretion, such support services will be provided at SRS’s
then-current hourly labor rate and on such other terms and conditions as SRS may require.
This Agreement does not include equipment maintenance or assistance in diagnosing hardware
problems including but not limited to PCs, printers, network, scanners, and other computer
peripheral devices with the exception that SRS will assist Licensee in determining whether a
problem is RIMS application software in nature.
Additionally, this Agreement does not include updates or reloading of the street file or
regeneration of maps from updated data sources which may become available to the Licensee.
If desired, Licensee may retain SRS to perform updates of these files at additional cost to be
determined on a per case basis.
All terms, conditions, and limitations set forth in the Sun Ridge Systems Software License
Agreement are incorporated herein by this reference and shall be fully applicable to the
products and services provided under this Agreement.
For: Sun Ridge Systems, Inc. For: Los Gatos Police Department
Name: Tamera Melrose Name: ___________________________
Title: Client Services Manager Title: ___________________________
Date: October 20, 2021 Date: _____________________