Loading...
HomeMy WebLinkAboutCouncil Actions 04-06-20ROANOKE CITY COUNCIL INFORMAL SESSION APRIL 6, 2020 9:00 A.M. CITY COUNCIL CHAMBER 215 CHURCH AVENUE, S. W. AGENDA OSBORNE 41706 - 040620 INASMUCH AS THERE WERE NO ITEMS OR BRIEFINGS FOR DISCUSSION BY THE COUNCIL, THE 9:00 A.M. SESSION WAS CANCELLED. 1 ROANOKE CITY COUNCIL REGULAR SESSION APRIL 6, 2020 2:00 P.M. CITY COUNCIL CHAMBER AGENDA PARTICIPATION BY ELECTRONIC COMMUNICATIONS PURSUANT TO SECTION 2.2- 3708.2 (A)(3), CODE OF VIRGINIA (1950), AS AMENDED, ORDINANCE NO. 41703 - 032720; AND RESOLUTION NO. 41704 - 032720. The City of Roanoke is a safe, caring and economically vibrant community in which to live, learn, work, play and prosper A vibrant urban center with strong neighborhoods set amongst the spectacular beauty of Virginia's Blue Ridge 1. Call to Order - -Roll Call. All Present. The Invocation was delivered by Mayor Sherman P. Lea, Sr. The Pledge of Allegiance to the Flag of the United States of America was led by Mayor Lea. Welcome. Mayor Lea. NOTICE- Today's Council meeting will be televised live and replayed on RVTV Channel 3 on Thursday, April 9 at 7:00 p.m., and Saturday, April 11 at 4:00 p.m.; and video streamed through Facebook Live at facebook.com /RoanokeVa. Council meetings are offered with closed captioning for the hearing impaired. 2 2. PRESENTATIONS AND ACKNOWLEDGEMENTS: NONE. 3. HEARING OF CITIZENS UPON PUBLIC MATTERS: City Council sets this time as a priority for citizens to be heard. All matters will be referred to the City Manager for response, recommendation or report to Council, as he may deem appropriate. Based upon Executive Order Fifty -One, issued by Governor Northam on March 12, 2020, Executive Order Fifty -Five, issued by Governor Northam on March 30, 2020, Virginia Code Section 2.2- 3708.2(A)(3), Virginia Code Section 15.2 -1413, Ordinance No. 41703 - 032720, and Resolution No. 41704- 032720, City Council will be conducting this regular session of City Council by electronic communication means without a quorum of City Council physically present in Council Chamber and without the presence of members of the public in the City Council Chamber. In order to afford citizens an opportunity to provide comments to City Council during the COVID -19 pandemic disaster, citizens wishing to address the Council during this regular session of City Council conducted by electronic communication means were instructed to sign -up by emailing or by calling the City Clerk's Office at clerk(?i_)roanokeva.gov and (540) 853- 2541, by 12:00 p.m., on April 6. Those citizens, who have signed up to speak before the Council, have been provided the Zoom meeting information and will be allowed to join the meeting and address City Council by electronic communication means. Maston McCorkle, 3215 Avendale Street, S. W., addressed the Council regarding Greenway closures. Barbara Duerk, 2607 Rosalind Avenue, S. W., emailed statement was read in its entirety before the Council with regard to the closure of the Greenways. 3 4. CONSENT AGENDA: NONE. REGULAR AGENDA: 5. PUBLIC HEARINGS: NONE. 6. PETITIONS AND COMMUNICATIONS: NONE. 7. REPORTS OF CITY OFFICERS AND COMMENTS OF THE CITY MANAGER: a. CITY MANAGER: BRIEFINGS: • Budget /Financial Planning FY 2020 - 2021 - 60 minutes Received and filed. ITEMS RECOMMENDED FOR ACTION: 1. Authorization to establish the Percentage Reduction for Personal Property Tax Relief for the 2020 Tax Year. Adopted Resolution No. 41706 - 040620. (7 -0) 2. Execution of Amendment No. 5 to the City's contract with Motorola Solutions, Inc., to provide necessary maintenance and support for the newly implemented systems. Adopted Resolution No. 41707 - 040620. (7 -0) COMMENTS OF THE CITY MANAGER. 8. REPORTS OF COMMITTEES: NONE. 9. UNFINISHED BUSINESS: NONE. 10. INTRODUCTION AND CONSIDERATION OF ORDINANCES AND RESOLUTIONS: a. An ordinance to approve a revised budget schedule. Adopted Ordinance No. 41708 - 040620. (7 -0) M b. An ordinance to temporary change the deadlines for responding to requests for records under the Virginia Freedom of Information Act. Adopted Ordinance No. 41709 - 040620. (7 -0) C. An ordinance amending and reordaining the Code of the City of Roanoke, (1979), as amended, by amending Section 32 -105, When due and payable, Article III, Tax on Tangible Personal Property Taxes Generally, Chapter 32, Taxation, Code of the City of Roanoke (1979) as amended. Adopted Ordinance No. 41710 - 040620. (7 -0) 11. MOTIONS AND MISCELLANEOUS BUSINESS: a. Inquiries and /or comments by the Mayor and Members of City Council. Council Member Bestpitch asked for Council to consider allowing four members to convene in the City Council Chamber and three members to attend by electronic means for the upcoming City Council meetings; and also expressed concern with regard to retailers experiencing large crowds; whereupon, the City Manager replied he received very few complaints regarding commercial business, but would investigate. Vice -Mayor Cobb encouraged all to view an hour long, live panel discussion hosted by local health officials titled "Coronavirus: A Community Conversation" to air on April 6 at 7:00 p.m. on WDBJ, WFXIR, WSET, and WSLS, as well as WFIR -AM /FM and WVTF -FM. . Council Member Davis commented that the Council was struggling to make sound, strong decisions; aimed to relieve pressure on all citizens; stated her upset with the closing of the greenways, but prayed that all citizens take the situation very seriously. Council Member Osborne expressed appreciation with regard to the personal property tax discussion prompted by Council Member Davis and the City Treasurer; and asked the community to stay encouraged because everyone was in this together. Council Member Price expressed gratitude with regard to the extension of the due date for personal property taxes; thanked her neighbors for checking on each other and City staff for work behind the scenes and small acts of kindness. 5 Council Member White -Boyd offered thanks to all essential services and asked for prayer for citizens of New York and their essential workers in food service and healthcare. Council Member White -Boyd commented with regard to a request for assistance from Stephanie Landes, Director of Marketing, Friendship Living; added that if citizens would like to help Friendship Living call (540) 777 -2399; and asked all citizens to contribute to the Roanoke Valley Virtual Tip Jar, an online conduit to channel donations from grateful customers to the servers, cooks, bartenders, brewers and others whose livelihoods suffered due to restrictions imposed to battle the pandemic. Mayor Lea implored citizens to remain disciplined and stated social distancing was working. b. Vacancies on certain authorities, boards, commissions and committees appointed by Council. NONE. 12. ADJOURNED - 4:47 P.M R SHERMAN P. LEA, SR. Mayor CITY OF ROANOKE OFFICE OF THE MAYOR 215 CHURCH AVENUE, S.W., SUITE 452 ROANOKE, VIRGINIA 24011-1594 TELEPHONE: (540) 853 -2444 FAX: (540) 853 -1145 EMAIL: MAYOR(q�ROANOKEVA.GOV April 1, 2020 The Honorable Vice -Mayor and Members of the Roanoke City Council Roanoke, Virginia Dear Members of Council: Inasmuch as there are no items or briefings for discussion by the Council, the April 6, 9:00 a.m. Informal Session of City Council has been cancelled, pursuant to Section 2 -15, Rule 1 (f), Code of the City of Roanoke (1979), as amended. The 2:00 p.m. meeting will commence as scheduled by electronic communication means. Sincerely, C-- Sherman P. Lea, Sr. Mayor SPL:ctw [EXTERNAL] Citizen comments Barbara Duerk to: clerk 04/03/2020 02:12 PM This message has been forwarded. To: Mayor and Members of Council I am Barbara Duerk. The following are comments regarding alternative transportation use during this Pandemic. I believe that if you are not part of the solution then you are part of the problem. I also strongly encourage people to shelter in place and eliminate all unnecessary trips. Some people still need to access the workplace. Essential services are as stated- essential. Grocery stores and drugstores and "convenient" stores provide needed, not wanted, supplies. Some people do not own motor vehicles. This is a decision made because of a lifestyle choice or financial responsibility. The Greenways were built with alternative transportation mac6s. They are designed to provide safe walking and bicycling transportation corridors. Greenways in Roanoke allow safe access to work and essential services. A detour to Lick Run Greenway where it crosses # 581 is difficult. To avoid the Garden City Greenway /shared use path persons walking and bicycling would be forced into the street. The Greenways were designed and funded with transportation monies. Do not discriminate against persons who walk and use bikes as transportation. Allow Roanokers to legally use Greenways as transportation corridors for access work and essential services. Barbara N Duerk, CONNECT NOW 2607 Rosalind Ave SW Roanoke, Va 24014 540 580 1621 from my iPhone City Council Budget Briefing April 6, 2020 Agenda • FY 2020 Overview • FY 2021 Development • Next Steps 09 FY 2020 YTD General Fund Overview • Revenues — Through February, FY 2020 revenues increased approximately $4.9 million or 3.53% compared to the same period of FY 19. This revenue growth comparison is pre - COVID -19 impacts. • Local taxes YTD have performed $3.5 million or 3.75% ahead of target • Expenditures — Through February, FY 2020 expenditures increased approximately $5.4 million or 2.9% compared to the same period of FY19. This expenditure activity is, likewise, pre - COVID -19 impacts. 3 FY 2020 Local Tax Revenue Estimate Real Estate (0.6% decline) $85,587,303 $87,765,000 $87,246,683 ($518,317) (0.59) Sales 22,389,378 21,535,280 18,744,238 (2,791,042) (12.96) (1 month deferral, 50 -75% decline) Transient Occupancy (85% decline) 4,564,108 4,612,500 3,234,443 (1,378,057) (29.88) Prepared Foods & Beverage 16,335,846 16,500,000 11,451,970 (5,048,030) (30.59) (90% decline) Cigarette Tax (4.4% decline) 2,108,069 2,150,000 2,056,295 (93,705) (4.36) Motor Vehicle License (5% decline) 2,914,811 3,000,000 2,800,949 (199,051) (6.64) Communications Tax (5% decline) 5,897,696 6,300,000 5,653,042 (646,958) (10.27) Personal Property (4% decline) 23,338,381 23,721,120 23,730,881 9,761 —0.04 Business License (50% decline) 13,846,241 13,030,500 14,225,041 1,194,541 9.17 Other* 27,337,517 25,462,600 27,092,994 1,630,394 6.40 TOTAL $204,319,350 $204,077,000 $196,236,536 ($7,840,464) (3.84 %) *Other: District Taxes, Public Service Corp, Penalties /Interest, Utilities Tax, Recordation and Probate, Admissions, Franchise Fees, Bank Stock, Delinquent Taxes 4 FY 2020 Concerns and Approach • Continued developments with COVID -19 • Further reduced revenue received — Commonwealth of Virginia actions • PPTRA - $8,076,000 • Compensation Board reimbursement delays - $3,310,818 • Street Maintenance - $472767754 • HB 599 - $1,261,401 • Disbursal of federal aid — Consumer behavior • Necessary expenditure reductions or delays • Implementing a response to evolving circumstances • Service sustainability and further impacts into FY 2021 and beyond 5 FY 2020 Approach, Monitoring and Planning • Departmental expenditure adjustments • Hold funding for selected Fleet replacement - $1,171,000 • Hold funding for capital projects funded with one -time capital funds - $2,975,000 • Adjustments to funding for formula partners • Monthly revenue and expense reviews • Additional expenditure revisions as necessary 0 Questions &Discussion FY 2021 Local Tax Revenue Estimate Real Estate $87,765,000 $91,914,000 $91,500,000 $3,735,000 4.26% (4.26% growth) Sales (July 60 % - >) 21,535,280 22,750,000 21,146,000 (389,280) (1.80) Transient Occupancy 4,612,500 4,612,500 1,414,617 (3,197,883) (69.33) (August 10 % - >) Prepared Foods & Beverage 16,500,000 16,665,000 14,645,000 (1,855,000) (11.24) (August 40 % - >) Cigarette Tax (6.98% decline) 2,150,000 2,000,000 2,000,000 (150,000) (6.98) Motor Vehicle License 3,000,000 3,000,000 2,900,000 (100,000) (3.33) (3.33% decline) Communications Tax 6,300,000 6,000,000 5,600,000 (700,000) (11.11) (11.11% decline) Personal Property (2% growth) 23,721,120 23,721,120 24,816,000 1,094,880 4.62 Business License (4.85% growth) 13,030,500 13,030,500 13,662,000 631,500 4.85 Other* 25,462,600 26,234,380 25,982,300 519,700 2.04 TOTAL $204,077,000 $209,927,500 * *$203,665,917 ($411,083) (0.20 %) *Other: District Taxes, Public Service Corp, Penalties /Interest, Utilities Tax, Recordation and Probate, Admissions, Franchise Fees, Bank Stock, Delinquent Taxes 8 * *FY 2021 revenue estimated in April is $6.26 million lower than in March due to volatility. FY 2021 Total Estimated Revenue Local Taxes $204,077,000 $209,927,500 $203,665,917 ($411,083) (0.20 %) Permits, Fees and Licenses 929,800 1,032,800 1,024,800 95,000 10.22 Fines and Forfeitures 1,049,350 1,019,200 1,019,200 (30,150) (2.87) Use of Property and Money 477,000 491,000 466,000 (11,000) (2.31) Intergovernmental 75,748,134 75,086,100 75,649,279 (98,855) (0.13) Charges for Services 16,509,208 16,997,900 17,206,621 697,413 4.22 Miscellaneous 640,508 629,900 614,900 (25,608) (4.00) TOTAL $299,431,000 $305,184,400 $299,646,717 $215,717 0.07% 0 Strategies Leading to Budget Adoption • Fund non - discretionary cost increases • No compensation increase • Fund highest base and supplemental priority services and programs • Prioritize remaining base and supplemental services and programs • Base expenditure reductions as necessary a Strategies For Responding To Changing Circumstances • Preparing a staged contingency plan in the event of lower revenues • Monthly revenue monitoring and strategy adjustments • Quarterly determination of necessary expense adjustments 11 Unassigned Fund Balance and Stabilization Reserve • Policy allows for the utilization of either to address unforeseen declines in revenues in a specific fiscal year, for which there is no other current budgetary resource available • Use of either requires authorization of City Council • Must be restored to its minimum level within three fiscal years • May be needed for FY 2020 -2021 stabilization; not intending to use for balancing 12 Fund Balance and Reserve Status Unassigned Stabilization 11.0% 0.5% $32,505,933 12.2% $36,052,035 1,477,542 1.2% 3,413,273 13 Balancing Next Steps • Revenue estimate review and expenditure revisions • May 4th _ • May 18tH Recommi • May 28t" • June 1st- • June 15tH Budget briefing — Presentation of ended Budget — Public Hearings - Budget Study — Budget Adoption 14 IN THE COUNCIL OF THE CITY OF ROANOKE, VIRGINIA The 6th day of April, 2020. No. 41706 - 040620. A RESOLUTION setting the allocation percentage for personal property tax relief in the City of Roanoke for the 2020 tax year; and determining that an emergency exists and this resolution shall be effective upon passage. WHEREAS, in accordance with the requirements set forth in Section 58.1 -3524 (C) (2) and Section 58.1 -3912 (E) of the Code of Virginia, as amended by Chapter 1 of the Acts of Assembly and as set forth in item 503.E (Personal Property Tax Relief Program or "PPTRA ") of Chapter 951 of the 2005 Acts of Assembly, qualifying vehicles with a taxable situs within the City commencing January 1, 2020, shall receive personal property tax relief ;; WHEREAS, this Resolution is adopted pursuant to Ordinance 37221 - 101705 adopted by City Council on October 17, 2005; and WHEREAS, on March 12, 2020, Governor Ralph S. Northam issued Executive Order Fifty -One declaring a state of emergency for the Commonwealth of Virginia arising from the novel Coronavirus (COVID -19) pandemic disaster and on March 27, 2020, Roanoke City Council adopted Emergency Ordinance No. 41703 - 032720 modifying public meeting practices and procedures to address continuity of government operations associated with pandemic disaster. NOW THEREFORE BE IT RESOLVED by the Council of the City of Roanoke as follows: 1. That tax relief shall be allocated such as to provide 100% tax relief for qualifying personal use vehicles valued at $1,000 or less. 2. That qualifying personal use vehicles valued at $1,001420,000 will be eligible for 52.4% tax relief. 3. That qualifying personal use vehicles valued at $20,001 or more shall only receive 52.4% tax relief on the first $20,000 of value. 4. That all other vehicles which do not meet the definition of "qualifying" (for example, including but not limited to, business use vehicles, farm use vehicles, motor homes, etc.) will not be eligible for any form of tax relief under this program. 5. That the percentages applied to the categories of qualifying personal use vehicles are estimated fully to use all available PPTRA funds allocated to the City of Roanoke by the Commonwealth of Virginia. 6. In order to provide for the continuity of operations of the municipal government associated with the pandemic disaster, an emergency is deemed to exist, and this resolution shall be in full force and effect upon its passage. I ATTEST: C,ee� 3 vn.cA� City Clerk. CITY COUNCIL AGENDA REPORT To: Honorable Mayor and Members of City Council Meeting: April 6, 2020 Subject: Adoption of Tax Year 2020 Personal Property Tax Relief Act ( PPTRA) Percentage Background: The PPTRA was enacted in 1998 and provides for a measure of personal property tax relief based on assessed motor vehicle values. (Vehicles valued at $1,000 and below are exempt from taxation.) The amount of relief each locality receives from the Commonwealth has been fixed since 2006. The City of Roanoke budgets in anticipation of receiving $8,075,992 annually. Considerations: City Council is required by the Commonwealth to annually adopt a resolution setting the percentage reduction in personal property for that year. City staff computed the effective reimbursement rate using information provided by the Commissioner of the Revenue and trend data. The percentage reduction is calculated to distribute the $8,075,992 block grant allocation from the Commonwealth in conformance with the state code. The rate as computed for tax year 2020 is 52.4 %, a slight decrease from the 2019 rate of 53.8 %. The tax year 2020 rate is based on historical growth rates of qualifying vehicles. Recommended Action: Adopt the attached resolution which establishes the percentage reduction for personal property tax relief at 52.4% for the City of Roanoke for the 2020 tax year. Robert S. Cowell, Jr. City Manager Distribution: Honorable Sherman A. Holland, Commissioner of the Revenue Honorable Evelyn W. Powers, Treasurer Sherman M. Stovall, Assistant City Manager for Operations R. Brian Townsend, Assistant City Manager for Community Development Amelia C. Merchant, Director of Finance 1. IN THE COUNCIL OF THE CITY OF ROANOKE, VIRGINIA The 6th day of April, 2020. No. 41707- 040620. A RESOLUTION authorizing the City Manager's issuance and execution of an additional Amendment to the City's Contract with Motorola Solutions, Inc. for maintenance and support for the computer aided dispatch hardware and software to the new VA811 /E911 Communications Center; authorizing the City Manager to take such actions and execute such documents as may be necessary to provide for the implementation, administration, and enforcement of such Amendment to the above mentioned Contract, as well as the Contract itself, and determining that an emergency exists and this resolution shall be effective upon passage. WHEREAS, on March 12, 2020, Governor Ralph S. Northam issued Executive Order Fifty -One declaring a state of emergency for the Commonwealth of Virginia arising from the novel Coronavirus (COVID -19) pandemic disaster and on March 27, 2020, Roanoke City Council adopted Emergency Ordinance No. 41703 - 032720 modifying public meeting practices and procedures to address continuity of government operations associated with pandemic disaster; and WHEREAS, pursuant to the Emergency Ordinance, the provisions of Virginia Code Section 2.2- 3708.2 (A)(3) are invoked for consideration of this proposed amendment to a contract affecting the operations of the City's E -911 system. BE IT RESOLVED by the Council of the City of Roanoke that: 1. The City Manager is hereby authorized, for and on behalf of the City, to issue and execute an additional Amendment to the City's Contract with Motorola Solutions, Inc., for maintenance and support for the computer aided dispatch hardware and software to the new VA811 /E911 Communications Center on Blue Hills Drive, Roanoke, Virginia, all as more fully set forth in the City Council Agenda Report dated April 6, 2020. R- Motorola Solutions Inc Contract- computer aided dispatch mobile replacement — Amendment (4.6.20) 2. The form of such Amendment shall be approved by the City Attorney. 3. Such Amendment will provide authorization for additions to the work, with an increase in the amount of the Contract of $65,906, all as set forth in the above Agenda Report. 4. The City Manager is further authorized to take such actions and execute such documents as may be necessary to provide for the implementation, administration, and enforcement of such Amendment to the above mentioned Contract, as well as the Contract. All such documents shall be approved as to form by the City Attorney. 5. In order to provide for the continuity of operations of the municipal government associated with the pandemic disaster, an emergency is deemed to exist, and this resolution shall be in full force and effect upon its passage. ATTEST: 0"&' 'J- VwAt City Clerk. 2 CITY COUNCIL AGENDA REPORT To: Honorable Mayor and Members of City Council Meeting: April 6, 2020 Subject: Amendment to Computer Aided Dispatch /Mobile Replacement Services with Motorola Solutions, Inc. Background: The City contracted with Motorola Solutions, Inc. in 2017 to upgrade the Computer Aided Dispatch (CAD) system used by the City's E911 Center at a cost of $2,699,469. Contract amendment #1, in the amount of $540,000, added a disaster recovery system. Contract amendment #2, in the amount of $28,220, added additional software licensing. Contract amendment #3 extended the contract expiration date and reconfigured the phone interface and did not change the contract amount. Contract amendment #4, in the amount of $90,656, provided relocation services to move E911 CAD equipment to the new VA81 1 /E91 1 Communications Center on Blue Hills Drive. Contract amendment #5, which is currently being requested, will provide the necessary maintenance and support for the newly implemented systems. Considerations: The current contract amount is $3,358,345. An increase to the contract of $65,906 is needed for maintenance and support. Council approval is required to amend the contract, funding is available in the following accounts: E91 1 01- 430 -41 30 -2555 Fire Department 01-520-3213-2 5 5 5 Police Department 01- 640 -3111 -2555 Recommended Action: Authorize the City Manager to execute the amendment as referenced above, approved as to form by the City Attorney, to the City's contract with Motorola Solutions, Inc. in an amount not to exceed $65,906. Authorize the City Manager to take such actions and to execute such documents, as may be necessary to provide for the implementation, administration, and enforcement of all such amendments to the above - mentioned contract with Motorola Solutions, Inc., as well as the contract itself. - - ----------- Robert S Cowell, Jr. City Manager Distribution: Council Appointed Officers Sherman M. Stovall, Assistant City Manager for Operations Amelia C. Merchant, Director of Finance 1 of 26 DATE: April 6, 2020 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement AMENDMENT NO. 5 PROJECT: Computer Aided Dispatch /Mobile Replacement CONTRACTOR: Motorola Solutions, Inc. CONTRACT DATE: May 22, 2017 DESCRIPTION OF AMENDMENT: WHEREAS, the City and Contractor entered into a Contract dated May 22, 2017, which provided for the Contractor to provide all equipment, materials, goods, labor and services necessary for providing Computer Aided Dispatch, Mobile Replacement and other services as more fully described therein (Contract); and WHEREAS, such Contract was amended by Amendment No. 1 dated March 21, 2018, which increased the Contract amount, for the Implementation Term only, from $2,699,469.00 to $3,239,469.00, an increase of $540,000.00, to add services related to disaster recovery. WHEREAS, such Contract was amended by Amendment No. 2 dated December 10, 2018, which increased the Contract amount, for the Implementation Term only, from $2,699,469.00 to $3,267,689.00, an increase of $28,220.00, to add additional licenses and an additional interface. WHEREAS, such Contract was amended by Amendment No. 3 dated March 18, 2019, which modified Exhibit D -2 to add that Motorola will reconnect the ANI /ALI/TDD to the call control function for no additional cost. WHEREAS, such Contract was amended by Amendment No. 4 dated October 11, 2019, which City Council authorized by Resolution No. 41579-101019, adding server relocation services. THEREFORE, in consideration of the mutual promises and covenants contained herein and in the original Contract, including Amendment No. 1, No. 2, No. 3, and No. 4, the above Recitals are incorporated herein and made a part hereof, and the parties also agree as follows: This Amendment amends the above Contract as follows: 1. Exhibit F. Maintenance and Support Agreement: Replace: By Mutual agreement of the parties this Contract is hereby modified to replace Exhibits A, B, and C of Exhibit F, with the Updated Motorola Amendment Maintenance and Support Agreement Exhibits A, B, and C, which are attached hereto and incorporated by reference. 2. Exhibit B. Fee Schedule: Replace: Replace the Standard Maintenance Summary with the following table: Year 1 127 341.00 Year 2 212 708.00 Year 3 244 395.00 Year 4 255 742.00 Year 5 263 416.00 Year 6 271 318.00 Year 7 279 460.00 Total 1,654,380.00 Original contract amount Net amount of Amendment No. Net amount of Amendment No. Net amount of Amendment No. Net amount of Amendment No. 1 (for Implementation only) 2 (for Implementation only) 3 (for Implementation only) 4 (for Implementation only) $2,699,469.00 $ 540,000.00 $ 28,220.00 $ 0.00 $ 90,656.00 2 of 26 Net amount of this Amendment No. 5 Contract amount Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement $ 65,906.00 $3,424,251.00 Except as amended and /or modified above, all the terms and provisions of the above Contract, and any prior amendments thereto, shall continue in full force and effect. IN WITNESS WHEREOF, the parties agree to the above Amendment and hereby sign such Amendment by their authorized representatives. CITY OF ROANOKE, VIRGINIA By: City Manager /Date Witness / /Date Appropriation and Availability of Funds Required for this Contract Change Order Certified Director of Finance / Date Approved as to Form Assistant City Attorney /Date MOTOROLA SOLUTIONS, INC. President/Vice President/Date Typed or Printed Name and Title Witness /Date Approved as to Execution Assistant City Attorney /Date 3 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit A COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING MAINTENANCE AND SUPPORT AGREEMENT 106 TERM: 07101119- 0B13012s CUSTOMER AGENCY City of Roanoke BILLING AGENCY City of Roanoke Address 215 Church Ave Address 215 Church Ave City, State, Zip Roanoke VA 24011 C' , State Zip Roanoke, VA 24011 Contact Name Sonya Roman Contact Name Accounts Payable Telephone Number 540 - 853 -2945 Telephone Number 1 Email Address I son a. rornan@ roan okeva. ov Email Address 2 For support and updates on products below, please contact Motorola's Public Safety Application's Customer Support: (800) MSI -HELP (800-674 -4357) Option 4 Software Products/Public Safety Applications: Option 2) Computer Aided Dispatch and Mobile Option 2) PremierOne, Legacy CAD /Mobile Site Identification Numbers Product Group Site Identification Number Phone Prompt PremierOne CAD PSA819800 (CAD) Fremier0ne Mobile PSA819809 Pl MOB) 1. Standard Services Include: Customer Support Plan Virtual Private Network VPN Tool, if applicable Case Management 24X7 Defective Media Retention (DMR), if available Technical Support 9x5 Software Releases, as defined Third -party Vendor Coordination Access to Users Group Site Cr -site Support (when applicable) MOTOROLA SUPPORTED PRODUCTS — Primary Svstem Procluct sescription Service Level Qty Fees Query Service Server License 1 PremierOne P1 GIS Editing Client Plug-in License 1 Common Query & Reporting $45,692 PremierOne CAD &Mobile Reporting Service Server License 1 PremierOne Mapping Server License 2 P1 CAD Server License Prima 1 P1 Fire Station Alerting Interface License 1 P1 CAD Dispatch CAD Client and Mapping) 12 P1 ARL Vehicle Tracking Module License 1 PremierOne CAD 24X7 $482,912.00 P1 CAD Dispatch (CAD Client and Mapping) (Warranty 12/1/18- 11/30/19, 1'' Yr Prorated Maintenance 12/1/19- 6/30/20, 7 mos ) 11 P1 CAD ViewOnly- Limited Use Client License wMapping (Per Concurrent User) (Warranty 12/1/18 - 11/30/19, 1'` Yr Prorated Maintenance 12/1/19- 6/30/20, 7 mos ) 10 PremierOne NG911 Call Control Client License for Voice (Estimated Warranty 9/1/20 - 8/31/21, 1-'Yr PremierOne NG911 Call Control Prorated Maintenance 9/1121- 6/30121, 10 mos) 15 $149,002.00 PremierOne NG911 Call Control Client License for Text (Estimated WatTanty 91112 0- 813 1 12 1, 1-'Yr Prorated Maintenance 9/1/21 - 6/30/21, 10 mos ) 15 h7 '1vi fa3 $CiUC1Ca1"3S, 1 ±9f. /+ Y�,li �Uv?i15 dtld I]ird ."701ii(' :3ltto Piit� �.: u3f;ry >��7jJisral!9rls 4 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement PremierOne Query PremierOne CAD &Mobile Reporting Service S19,03900 & Reporting Server License for DR system 2 PremierOne CAD P1 CAD Server License (DR Backup Site) 24x7 1 $35,701.00 PremierOne Mobile P1 Mobile Server License (DR Backup Site) 1 $23,797 00 MOTOROLA P1 DR SYSTEM SUBTOTAL $78,537.00 Note DR Software Warranty 12/l/18-11,130119 1 ' Yr Prorated Maintenance 1D1/19- 6/30120 7 mos) Selutiuns, Inc Apph,:.O wno , :,mmi Data Solutions Psjbkf Saf�Ay Apph� it;cwr Exhibit A Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING MOTOROLA SUPPORTED PRODUCTS — Primary S Technical stem Product Description Service Level Full Term Qty Fees Add -On PremierOne CAD SW P1 CAD Client With Mapping Client (Warranty 4/1/19- 3/31/20, 1'` Yr Prorated Maintenance 4/1/20 - 6/30/20 ) 2 $37,972.00 P1 CAD Vievv -Only Client (Warranty 4/1/19- 3/31/20 1't Yr Prorated Maintenance 411/20 - 6/30120 ) 2 S ectracom Netclock 1 Positron Viper 1 Locution 1 Tear -N -Run Interface Network Printers 1 Third Party Paging Device or Service AP 1 MCC 7500 Radio Console 1 PTT PremierOne Interfaces (Warranty 1/1/20- 12/31/20, 1't yr prorated maintenance 1/1/21- 6/30/21, 6 mos ) 247 1 $209,039.00 Pictometry 1 ASAP Alarm Pro tocol 1 State /NCIC 1 SMTP Server 1 State Query Transaction Bundle 1 Linx (Warranty 111/20 - 12/31/20. 1't Yr Prorated 1 Maintenance 1/1/21- 6/30/21, 6 mos (Primary)1 P1 Mobile Server License P1 Mobile Client License with Mobile Mapping $223,963.00 Concurrent User)90 P1 Handheld Mapping Server License (for PremierOne Mobile Integrated Suite with R33) arrant 7/1/19- 6130/20 1 $25,649.00 P1 HandHeld Integrated Suite License (Per Concurrent User) (Warranty 7/1/19- 6/30/20 25 MOTOROLA P1 PRIMARY SYSTEM SUBTOTAL $1,174,229.00 MOTOROLA SUPPORTED PRODUCTS — DR Svstem PremierOne Query PremierOne CAD &Mobile Reporting Service S19,03900 & Reporting Server License for DR system 2 PremierOne CAD P1 CAD Server License (DR Backup Site) 24x7 1 $35,701.00 PremierOne Mobile P1 Mobile Server License (DR Backup Site) 1 $23,797 00 MOTOROLA P1 DR SYSTEM SUBTOTAL $78,537.00 Note DR Software Warranty 12/l/18-11,130119 1 ' Yr Prorated Maintenance 1D1/19- 6/30120 7 mos) Selutiuns, Inc Apph,:.O wno , :,mmi Data Solutions Psjbkf Saf�Ay Apph� it;cwr 5 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit A Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING THIRD -PARTY VENDOR SUPPORTED PRODUCTS Vendor Vendor Description Service Level Qty Fees and DRS stems 3 Pa rty Support 24x7, HW Problem Diagnosis, Onsite Spt, HPE Servers for Primary and DR System Parts & Material, 4 Hr Serial# MXQ82002MS (Gen9 svr), onsite Response MX082002MT (Gen9 svr), MXQ82002MV (Gen9 DMR, No Usage 5 svr), MXQ82002MU (Gen9 svr), MXQ829026L Limitation, Remote HPE (Gen 10 svr), Delivery SVC Advanced, Access to Adv Tech Specialists StoreOnce System Serial# 5UN812DV01 24x7 1 Nimble for Primary System and DR System Serial# AF174005NIM. AF181904NIM 24x7 2 $258,282.00 Fortigate devices for Primary and DR Systems Fortinet Serial# Primary FG5H1E5818901628, 24x7 Next Business 4 FG5H1 E5818901556 DR FG5H1 E5818901449, Day Response FG5H 1 E5818901684 CDW F5s for Primary and DR System CDW Serial#ZVXAHDQJ, ZARVIVBT, ZKXPRSWX, 24x7, 4 Hour 4 ZMFVZMYH Response Extreme Extreme Switches for Primary and DR System 24x7, 4 Hour Network Serial# 1745N- 40604, 1749N- 44537, 1721 N- Response for parts 4 40699,1730N -40068 SolarWinds NetFlow Traffic Analyzer - SL250 SolarWinds 24x7 SolarWinds Network Performance Monitor SL250 VMWare VMwvS here Ent- EntPlus 1P 24x7 9 VMw vCntr Sry Std 2 Microsoft System Center Data Center 2016 ALNG EMB MVL 2 CORE LIC 24 $152.824.00 Microsoft 24x7 Microsoft System Center Data Center 2016 ALNG EMB MNTN MVL 2 CORE LIC 24 CommS s CommS s Software 24x7 1 $14,843.00 HipLink Hi Link Software (Existing Software 24x7 1 $75,152.00 TAP Gateway 1 TOTAL $501,101.00 Note New 3" Party Vendor SW /HW Warranty 12/1/18 - 11/30/19, 1 Yr Prorated Maintenance 12/1/19- 6/30/20, 7 mos) Fr' doi oia SoIutions, lnc. Applh:ations amd Data SoIutions Public Safety Ap{,i!r.atoow, 6 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit A Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING MAINTENANCE AND SUPPORT AGREEMENT 106 TERM: 07/01/19 - 06/30/26 Optional Services Available: 24X7 Technical Support Professional Services Upgrades' Hardware Refresh" Professional Services Consultation 'Require Multi -year Agreement Professional Services Training On -site Support Dedicated Resource GeoFile Services Users Conference Advance Purchase" USERS CONFERENCE ADVANCE PURCHASE OPTION Attendees Qty Fees Users Conference Attendance Year Standard Attendance' Registration Only Standard Attendance Fees Includes the following: Registration fee • Round trip travel for event (booked by Motorola) • Hotel accommodations (booked by Customer Agency per Motorola website instructions) • Ground Transportation (booked by Motorola) • Daily meal allowance2 Standard Attendance includes above accommodations for the regular conference days. Any offer for pre- training outside of the standard conference days is not included in this offer. Customers who wish to attend pre - conference training may do so at their own lodging and food expense. Adjustment to travel dates and times to attend pre- conference training is allowed 2 Daily meal allowance is determined by Motorola based on published guidelines. In no event will the amount provided exceed attendee's applicable Agency rules regarding meal expenses, provided the attendee or his/her agency notifies Motorola in advance of the conference of any restrictions, prohibitions or limitations that apply. OPTIONAL SUPPORT SERVICES Service Description Qty Term Fees 24X7 Support 24x7 Technical Support 1 1 Included TOTAL I Included f9 =�tot.�i -a SO;Aion, €tie. Applicatinms jnd Data Siflut:owti Publii: Safety Applic:Abons 7 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit A Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING SUPPORT FEES SUMMARY 19-20 Term Product 20-21 Term 21-22 Term 22-23 Term 23-24 Term 24-25 Term 25-26 Term 7 Year Term Total PremierOne Common Que &Reporting 5,963.00 6,142.00 6,326.00 6,516.00 6,712.00 6,913.00 7,120.00 45,692.00 PremierOne CAD Sofhare 41,715.00 42,967.00 44,256.00 45,583.00 46,951.00 48,360.00 49,810.00 319,642,00 PremierOne CAD Add-On Sotlhare (Warrantyl2'1:18- 11 30- 19,1sl YrProrated Maintenance 121 19- 6130,20. 1mos) 13506.00 23,153.00 23,848.00 24,563.00 25,300.00 26,059.00 26,841A 163?70.00 ^El;a!ii�'8 "'")�solv'&T i Est 4br ^a ti3 ",2F- 8?!Q' Es! istYlPo3ed;,�a, "e�a� Es! d59�1.25� Est �'A9'1Qv- ,2' ?v" esl c.;;,2 E,t 1;21 24'10. 29 :u. _',5b 1 )u 3 u80" 32 73 G 149,001.00 PremierOne CAD lntetces 24,550.00 27,087.00 29,647.00 30,536.00 31,453.00 32,396.00 33,370.00 209,039,00 P1 Common Query, Reporting &CADSoftware Support 85,734.00 99,349,00 128,827.00 136,898.00 141,007,00 145,236,00 149,594.00 886,645.00 Premier One AbileSotbvare 29,228.00 30,105.00 31,009.00 31,939.00 32,897.00 33,884.00 34,901.00 223,963.00 PremierOne Handheld Sol ^care{kJarranty7l 19- VfarrantyfFlA9 613020) 630,20 3,965.00 4,034.00 4,207 -00 4,333.00 4,463.00 4.597.00 25,649.00 P1 Mobile Software Support 29,228.00 34,070.00 35,093.00 36,146.00 37,230.00 38,347.00 39,498.00 249,612.00 Motorola P1 Software Maintenance Total 11062.00 133,419.00 19920.00 113,044.00 178,237.00 183,583.00 189,092.00 1,136,257.00 PremierOne Server Hardl ^iare5ol ^rare Ncludes:2 HPE Svrs, 2 F5,1 Nimble,2 Extreme Sinitches,SolarVfnds, 1 HPE StoreOnce (V'Jarranty1211� 18 -11 3019, Prorated 1stYrt ,bintenance 121,19430)201mos) 9,53200 16,340.00 16,830 00 17,33500 17,855.00 18,391.00 18,94300 115226,00 t,4crosof Data Center and V11hire (Vhrrantyl2113- 1110:19, Prorated I st YrHaintenance 121.19- 613020. 7 mos) 9,161,00 15,704.00 16,175.00 16,660 00 17,16000 17,675.00 18;205 00 110740,00 S0 ' ?move ??r^c ^e �em.'Eo Removed CommSy Sokiare �Mranly12r118. 11:30,19, Prorated lstYrhbintenance121 '19-6x3020 :7mos) 1,22800 2,105.00 2,168.001 2,233.00 2,300.00 2,369.00 2.440.00 14,843.00 HipLinkSofware(ExistingS4 9,808.00 10,102.00 10,405.00 10,717.00 11,039.00 11,370.00 11,711.00 75,152,00 H ipLink TAP Gateway 3rd Party Software/Hardware Total 29,729.00 44,251.00 45, 578.00 4945.00 48,354.00 49,805.00 51,299.00 315,961.00 P1 CAD and P1Mobile Support (1201 /18 -06130!19, 7 mos) 56,519.00 N)A N NiA KIA NIA NIA 56,519,00 PCAO and PNDC Unus ed Support Credit (12D1118- )6130119,7mos) - 80,942.00 NA NiA N A N A N!A Nx .80,942.00 Negotiated P1 bfgration I st Yeai*4 Discount - 10,312.00 NA N;A NA W11 NIA NA Oi- System Discount - 2,874.00 - 3,335.00 4,098.00 4,326.00 4,456.00 - 4,590A - 4,727.00 - 28,406.00 hirYear Dis count - 2,199.00 - 2,668.00 - 3,278.00 - 3,461.00 - 3,565.00 - 3,672.00 - 3,782.00 •22,725.00 Primary System Maintenance Total 104,783.00 171,667.00 202,122.00 212,202.00 218,570.00 225,126.00 231,882.00 1,366,352.00 h ��tc,0I3 Solution,,. Irtr,: App Iicvttuns and Data Solutwns Public safety AppIil-:atia:�lis 8 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit A Continued COVERED PRODUCTS, SUPPORT OPTIONS AND PRICING SUPPORT FEES SUMMARY CONTINUED D- PremierOne Reporting Service Server License for DR system (Viarrantyl2113- 119019 IstYrProrated t.Iaintenance 12119- 6,3020,7 mos) 1,575 00 2,700 -00 2,78100 2,364 00 2 550 00 3,039.00 3,13000 19,039.00 PremierOne CAD DR Solvate (V'hrrari 1 ' 1 8 - 1 1 9 0 . 1 9 , 1 s t Yr Prorated rlaintenance 1 21 1 9 - 6 9 02 0. 7mos) 2.95300 0063.00 5 ,215.00 5,37100 5,53200 5,698.60 5,56900 35,701.00 Premier One Mobile DP. Sol -dare (Vlarrantyl2113- 1130 19, 1st YrProrated l bintenance 12119.630 20. 7 mos) 1 969.00 3375 -00 3,476 00 3,530 00 3,637 00 3,798.00 3912 00 23,797.00 Motorola P1 Software Maintenance Total 6,497.00 11,138.00 11,472.00 11,815.00 12,16900 12,535.00 12,911.00 78,537.00 PremierOne Server Hardliare Solvare Includes 3 HPE Svrs,2 F5,4 Forlmel devices, 2 Nimble 2 Ertreme SvMches (Cdananty121 18- 113019,1st Yr Prorated Haintenance12 1 ,19- 6,30 20,1most 11,83400 20,23600 20-.95.00 21,522 -00 22,168 -00 22,333.00 2351300 143,0562 t;lerosoll Data Center and 'J A'hre (Vk«anty12 1'18- 113019, Ist Yr Prorated I bintenance 121 19-6 10 20. 7 mos) 3481.00 5,96'8.00 6,147 -00 6,331 -00 6,52100 6,717.00 61919.00 42,084A0 3rd Party Software/Hardware Total 15,315.00 26,254.00 27,042.00 27,853.00 28,689.00 29,550.00 30,437.00 185,140.00 Ahil i- Syatem Discount 1 - 162.00 - 278.00 - 287.00 - 295.00 - 304.00 313.00 - 323.00 - 1962.00 610 -Year Discount 130.00 - 223.00 - 229.00 236.00 243.00 251.00 258.00 4,570.00 1' System Maintenance Total Maintenance and Services Grand Total 1 127,341.0N 212,708.00 244,395.0 255, 74200 263,416.00 271,318.00 279,460.00 1,654,380. (Motorola S'o9utjc rws' Utc, A_pplic;atwris acid Data Solutioiii Public. Safety A17piicativtts F,',t �.> ', -'.�9 f, �� ?mac f SUP .7 = °e,.,, =.,; ,o 9 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit B CUSTOMER SUPPORT PLAN MAINTENANCE AND SUPPORT AGREEMENT 106 TERM: 07/01/19 - 06/30/26 CUSTOMER: City of Roanoke Introduction Welcome to Motorola Customer Support. We appreciate your business and look forward to serving your needs on your Public Safety Applications (PSA) system. The Customer Support Plan is designed to provide Motorola customers the details necessary for understanding Motorola overall support processes and policies as a compliment to the Motorola Maintenance and Support Agreement. The Motorola Maintenance and Support Agreement is the legal and binding contractual terms for which services are provided under. Questions or concerns regarding your support plan can be directed to your Support Manager. Below are the topics outlined in this Customer Support Plan: I. Service Offerings II. Accessing Customer Support III. Severity Levels and Case Management IV. Responsibilities V. Customer Call Flow VI. Contacts Service Offerings Motorola Customer Support organization includes a staff of Support Analysts who are managed by Motorola Customer Support Managers and are chartered with the direct front -line support of Motorola Customers. A Support Analyst is a system technologist responsible for providing direct or escalation support. A Support Analyst is sometimes referred to as a Customer Support Analyst ( "CSA ") or Technical Support Analyst ( "TSA ") or Technical Support Representative. Motorola Support Organization offers a multi - layered approach to a total service solution. Levels of support are defined as follows: Service Levels Logging, dispatching and tracking service requests Selected 15 call support, triage and resolution Telephone and/or on -site support for normal technical requirements High -level technical support prior to Engineering escalation Engineering software code fixes and changes Motorola provides to customers on an active Maintenance and Support Agreement defined services and Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in Section 3 of the main body of the Maintenance and Support Agreement. nt�r�c ila S0ut ')n - "' ins_ Applsr.slo) t5 and Data S ;j;w 6 w, Put die , Safety Apph :bons v.'',t . �' 10 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement 11. Accessing Customer Support The Motorola Solutions System Support Center Operations Motorola Public Safety Applications Technical Support personnel in cooperation with Motorola System Support Center ( "SSC) provide the gateway to technical support for all of Motorola Public Safety Application systems. Accessing support through Motorola toll free 800 number, web ticketing or email ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make certain systems are restored and running at peak levels as quickly as possible. This is accomplished by obtaining accurate customer and problem details and by directing requests to the right support team in a timely manner. The System Support Center offers total call management including: • Single point of contact for Motorola service requests • Logging, dispatching and tracking of service requests • System capabilities to identify pending cases and automatically escalate to management • Database and customer profile management • Standard reports with on- demand distribution • Case notification Motorola System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That means you can call us anytime. Support Center personnel enter requests for service, technical assistance, or telephone messages into a database system. Every time you call us, we log information about your request into the tracking system so that the information is available for reference and analysis to better serve your future service needs. Another benefit of logging every service request is that Motorola and customers can track the progress from initial contact to final resolution. There are three options for accessing Support at Motorola: 1. Motorola System Support Center Toll Free Number 2. eCase Management through Motorola Online 3. Email Case Ticketing Option 1 - Call Motorola Solutions System Support Center Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact and your agency and product specific Site Identification Number. Providing a brief problem description will assist in defining the severity level and determine proper case routing to the appropriate Motorola Technical Support Team Member. A unique tracking number will be provided to your agency for future reference. Motorola Solutions, Inc Applw lltons and Data Solution" Put)h" Safety Appilcatloii ; em e 11 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Generally customers calling the toll -free 800 number will access Public Safety Applications technical support directly. For heavy call times or after hours the caller will be directed to Motorola System Support Call Center Operations. Once the logging process is complete customers are transferred directly to a Technical Support Analyst 2417/365. Motorola Call Flow Creates an Yes eCase via y OL ar Em he cost° eNdled to P °flow pracessto- -No-- create a PO t ,,, Acase is auto logged Atter•Haura in Clarify No Draeesa eCase Process Yes y he cost° eNdled to P °flow pracessto- -No-- create a PO t Atter•Haura No Draeesa Yes y he cost° eNdled to P °flow pracessto- -No-- create a PO service? Yes f Product support _RMS - -_ -i Isthisa new No Open and refer t° team? issue? ex fisting Case CAD, JAIL, MOBILE, LRMS, CSR t Is thisanew Open and refer to- Yes issue? -N existing Case Yes C Create atech Create a tech suppaM1 case. support case. Prav ide custom er Prav ide customer their case number their case number TO 7"..at SuppgR Motot ala Solutions. Inc Ftpoli;ations and Data Sol +_ttioris Pubhi Safety Appticatiur,s 12 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Technical Staff Call Flow I Technical Support The Support IL Analyst works the issue making updates to the Clardy case. Isthe i�SR The SupI t escalated to an -Yes -- Analyst logsthe in Clearquest? SR, No An Engineer works The Support the SR and makes Analyst works the updatesto the Clarify case to Clarify case . resolution . The Engineer worksthe SR to resolution . Support technician closes the Clardy case C Suppo t technician End customer closes the Clarify --- - - - - -- - case after FR B process and CrashTrack process. r,iotorola Solutions, Inc App €tcations and Data Solutions Piinh -; ,Safet7y Applications 13 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement How to Obtain Technical Support for Products Step 1. Call the Motorola Solutions System Support Center 1- 800 -MSI -HELP Step 2. Select option 4 (Software ProductsJPublic Safety Applications) Step 3. Select option 2 (CAD /Mobile) or Select option 4 (Records /Jail) Step 4. Select product specific option Step 5. Provide Site Identification Number (See Covered Products Exhibit for your agency's Site Identification Numbers) Step 6. Provide Your Information Caller Name Contact Phone Number Description of problem Severity of system problem determined at time of call Time available for call back Email address Step 7. Case Number Generated Caller will receive a Case number for tracking the service Activity request. Check Status The caller may check the status of a Case at any time by calling the System Support Center at 1- 800 - 323 -9949 and following steps 2 -4 above and providing the case number. Case Assignment The Customer Support Representative will determine a Notification of CASE Open/Close course of action and assign the Case to the appropriate Activity group. Standard Response Time RESPONSE See Section III for Severity Level definitions Severity 1: 1 hour Severity 2: 3 business hours Severity 3: 6 business hours Severity 4: 2 business days Step 8. Notification of CASE All Case Notifications are available for up to 4 persons. Activity Notifications are sent via pager or email when any of the following events occur on a Case: Open, Assigned, Site Arrival, Deferred or Closure. To request case notifications, please contact your Support Manager. Notification of CASE Open/Close Case Notifications are available for up to 4 persons. Activity Notifications are sent via pager or email when any of the following events occur on a Case: Open or Closure. To request case notifications, please contact your Support Manager. Mll doioIa Solutions, If Apr Iwatio;is and Data Soiufioiis PUbHC Safety A rip Io- at:ons 14 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Option 2 - Submit a ticket via eCase Management from Motorola On -Line Motorola Online eCase Management provides a fast, intuitive, and efficient interface for Technical Case Management that allows customers to open, update, and view the status of their cases on the web. a � f 1 o setp d ons _. „� ttor the 011cirts� f A pre t O4tJr ractslfii'� fink = s. a ' gar,. rare tw ata, i e =60�'� T,,� Tf1C)N+i� �ILUL a p�e dC.tfCi$t U ��� � � � � � , w}o ” "' Rtt�itvroia � U �, � �' In apex ° tely busariess days an`ct►oriait, wi11 set 1nr131c es'ctais about yo1Jr C?rTiine aiilint: Accessing the Technical Case Management web site Once you have set up your agency's Motorola On -Line Account, to access the site simply log onto Motorola at businessonline .motorolasolutions.com with your user ID and password, click on the Contact Us O Open Case, and select System Support Issue from the Issue Type drop -down. Primary Features of Online Technical Case Management Motorola customers have three main functions available through Motorola Online to manage their cases: A. Open new cases B. Search for existing cases and view details of the existing case C. Update existing cases by adding notes A. Open a New Case 1. Log into Motorola Solutions Online 2. Click on the "Case Mgmt" O Open Case 0 MOTOROLA SOLUTIONS MOTOROLA SYSTEM SUPPORT CENTER (1012547730) 2214 GALVIN DR, ELGIN, It Home (800) 8140801 contact Motoroia Solutions for your customer care needs HOME V ooIola SalutioIIs, Inc. Applications at7ai Data Soutiotia Public Safety Aprl itiowi , , '1. 3 ; • 1 `_,u� ter- Conta bst Help Logcut Search D 15 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement 3. Select the Reason Code = Technical Request (and the page will automatically reload) Welcome to the Open Request Screen From here you may open a request which will be tracked and routed to the proper Motorola Employees To permanently change your email address or phone number you must go to the U rrol., Contact Name: PSA Customer WeblD Contact Phone: 8008140601 Contact Email: PT1728 @MOTOROLASOLUTIONS COM Reason: System Support Issue + Title: System Support Please Specify + Site: Case Type: Please Specify + Severity: Please Specify + System: Please Specify + Description: 4. Fill in the Case Title (description of request) and choose the applicable Site (which are listed alphabetically) 5. Choose case type Technical Support, Severity Level and Public Safety Applications System 6. Fill in a detailed description of your issue 7. Click "Create Case" L1Jelcome to the Open Request Screen From here you may open a request which moll be tracked and routed to the proper Motorola Employees To permanently change your email address or phone number you must go to the Contact Name: PSA Customer Vifebl CD Contact Phone: 8008140601 Contact Email: PT1728 @M0T0R0LASOLU -n0HS C01.1 Reason: System Support Issue + Titre: System Support Please Specify + Site: Case Type: Please Specify + Seventy: Please Specr; System: Please Specrfy + Description: klotor,)la Sollrticrns, Inc. Applications and Data Selutivris Public SafetyApplirMions 16 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement 8. eCase Management will give immediate confirmation of case number (new case numbers are 8 digits long), Note: The confirmation screen includes "expand all" and "collapse all" buttons for case notes. B. Search for an Existing Case 1. Log into Motorola Online 2. Click on the "Case Mgmt" O Search Case 3. Enter the exact case number or enter search criteria to find a range of tickets 4. Click "Got To" or "Search" Wcbr3nt I ^mt.wL=st Heip Lqg dl ® MOTOROLA SOLUTIONS search 0 MOTOROLA SYSTEM SUPPORT CENTER (101)597710) 2214 GALVIN DR, ELGIN, It Nome (800) 814-0601 Contact Motorola Solutions !or your customer care reeds NOME Case Number. (Please enter the exact case number ) Case Number. Title: Type: All My Cases Condition: Open 0 01 Sep 2002 To 06 Mar 2012 MM NI— A"lola solutions, Inn Applic.at,,n. )n,a Data 3olutiow, Public 3aftoty Ap,pO,:ati +?n R—et In search 17 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement C. update an Heisting Case 1. You can also add notes after submitting your case, by clicking on the "Add Notes" button amaam- fa®saaa -mr nc� oeU" ror cane r lM t6 Gase rdurnlxr ._.... Title TE'T Cau S". sit. 10: kk-7 I CU Ca�ftataaf nano T.r ". !. F Syiwn Siaa Mama: .._ _. .. (.iBP SGaua: 'J rp A.:c::gnr.,� f/RI: (yWp:nr f! Imw TVP.: =Y am ti TS:.'A Case rypa: 1,a-T'� +sna;wnart Cs so.orr °a -6 `,-:, EXp©ndlGollapse C—I.M Nang i —t 1,—,. Buttons Gtman Paattt PA- 775.In? --�- -- Tr,o +.rzrn. ••, tp.rn*ea o-r �nrtt-1 - Q ICnVII ;r,9.:3 aM �Pt+a:`�M<ny, ``_1fhY.- uctt ^Rgsnt' I .ear -- Add Notes Motorola Solutions On -Line Support 1. Motorola does not recommend using this cool for opening Severity 1 or 2 cases. For any critical issues, customers should contact the System Support Center by calling 800 -MSI -HELP and following the appropriate prompts. 2. The same guidelines would apply to updating cases with critical information. Any critical updates should be reported directly to Support by cal ling 800 -MSI -HELID and following the appropriate prompts. 3. When updating case notes, please provide contact information, which includes phone number, email, etc. 4. For questions on Motorola Online eCase Management or Support, please contact the Motorola Online Helpdesk at 800 -814 -0601. A,Ourola StAutions, rne. Applications and Data solutions Public safely Al3plleaUons 18 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Requirements for effective usage: Browser: Internet Explorer 5.0 or greater Valid MOL user ID and Password Motorola On-line Flow eCase Process Is h\ / \ Dthe customer No __ (:Follow entitled to service? Yes s the produ Assign the Tech supported by Salt Lake City Support case to Boulder or Salt the "PSA Salt Lake Lake City j City' Clarify Queue Boulder ♦ Assign the case to The case is the "PSA Boulder assigned to the Clarify Queue" appropriate queue . To Technical Staff Motorola Solutions. Inc. Applications and Data Solutions Public Safety Applir,- athnns <-, G,D, t_ .. : ?r1a _,_nacc? 3 -i J S, .ipp . gr- en 1erI `, r. 08 ._ 19 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Option 3 - Submit a ticket via Email Case Management An alternative Customer Support tool is available for PSA customers. Along with the toll -free phone number and Motorola Online, customers can request technical support by email. For many customers who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating cases. To ensure proper case management and contractual response, email ticketing is only available for severity levels three and four. In order to properly process a ticket via email, the message must be formatted exactly as described below: 1. Address your email to PSACASECcbmotorolasolutions.com 2. Type PSA Service Request and a brief description of the system issue in the Subject line of the e -mail message. This will become the case title 3. Type Site ID = followed by the site identification number of the system location 4. Type Product Type= followed by the product family type. Choose from the following list: • CAD (OR FRIENDS OF CAD, such as AWW, ATM, AVL and UDT) • CSR (CUSTOMER SERVICE REQUEST) • INFOTRAK, LRMS • JAIL MANAGEMENT (OFFENDERTRAK) • MOBILE APPLICATIONS (PMDC, AIRMOBILE, TXMESSENGER) • NETRMS 5. Type Contact First Name = followed by your first name or the name of the person you would like support personnel to contact 6. Type Contact Last Name = followed by your last name or the name of the person you would like support personnel to contact. 7. Type Phone Number = followed by the area code and phone number where the contact person may be reached 8. Type Severity Level = followed by either severity level 3 or 4. All severity level one or two cases must be opened via the toll -free PSA customer support number 9. Type Problem Description = followed by a comprehensive description of the problem 10. Send the message to us. You will receive an email with your case number for future reference. If an email response is not received, or if you need to open a severity level one or two case, please contact the PSA Customer Support by calling 800 -MSI -HELP and following the appropriate prompt for further assistance. SAMPLE Email Ticket Formatting: To... '� PSACASE send Cc.. scc.. Subject: PSG Se-ice Request: NetRMS Reports Not Functioning Site ID number: PSA1234_(NetRMS_) (Clarify site identification number) Product type: NetRMS (Specific product such as LRMS, NetRMS, PremierMDC, etc.) Contact first name: John Contact last name: Doe Phone number: 303- 123 -4567 i Severity level: Level 3 (Email ticketing is available for severity levels there and four only) Problem description: NetRMS does not allow for the creation of manual -case reports which is affecting the generation of daily reports (Include a comprehensive description of the problem) tt.�401 013 $01U� I0 f IS IIIf Alai,6cajpo as tjnd Data &,'Au Pi Olts Pub If(. Safety Aoplw: aeons 20 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement I'll. Severity Levels and Case Management Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer's more severe service needs. Severity level response time defines the actions that will be taken by Motorola Support and Engineering teams. Due to the urgency involved in some service cases, Motorola will make every reasonable effort to provide a temporary or work around solution (On Demand). When a permanent solution is developed and certified through testing, it will be incorporated into the applicable On Demand, Cumulative Update, Supplemental, or Standard Release. DEFINITION SEVERITY -• LEVEL Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or Telephone conference when the workflow of an entire agency is not functioning. This level within 1 Hour of initial is meant to represent a major issue that results in an unusable voice notification System, Subsystem, Product, or critical features. No work around or immediate solution is available. Non - Critical Major Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of Telephone conference basic operations is not functioning and there is usually no suitable within 3 Business Hours 2 work- around. Note that this may not be applicable to intermittent of initial voice notification problems. This level is meant to represent a moderate issue that during normal business limits a Customer's normal use of the System, Subsystem, Product hours or major non - critical features. Non - Critical Minor Failure - Non - Critical part or component failure Telephone conference occurs when a System component is not functioning, but the within 6 Business Hours 3 System is still useable for its intended purpose, or there is a of initial notification reasonable workaround. This level is meant to represent a minor during normal business issue that does not preclude use of the System, Subsystem, hours Product, or critical features. Inconvenience - An inconvenience occurs when System causes a Telephone conference minor disruption in the way tasks are performed but does not stop within 2 Standard 4 workflow. This level is meant to represent very minor issues, such Business Days of initial as cosmetic issues, documentation errors, general usage questions, notification and product or System Update requests. Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. 3lototola SoIut,on,,, Inc, AppIic,itiow, at Data So4 (At iow, Public Safety App Iicatito s 21 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. e+opri.+Ai AL`Tlflid RESPONSIBILITY v„0 Initial service request is placed. Support Analyst begins working Support Analyst Hours on problem and verifies / determines severity level. If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns Support Analyst 2 Hours additional resources. Email notification to Director of Customer Support Manager Support and Director of System Integration. If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Support Manager 4 Hours and Director of System Integration to assign additional Director of Customer Support resources. Email notification to Vice President of System Director of Systems Integration Integration and Vice President Customer Support. Support Manager If a resolution is not identified within this timeframe, Director of Director of Customer Support 8 Hours Customer Support escalates to Vice President of System Director of Systems Integration Integration, Vice President of Support, and Account Team. VP of System Integration VP of Customer Support If a resolution is not identified within this timeframe, Director of Senior Management Customer Support escalates to Vice President of System Support 12 Hours Integration, Vice President of Support, and Account Team, Operations Senior Vice President of Operations, System Integration, Systems Integration Customer Support and Engineering. Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning. 3.1 Reporting a Problem. Customer will assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed above. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Motorola call incoming center. Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer - reported problem. 3.2 Motorola will use best efforts to provide Customer with a resolution for Severity 1 and Severity 2 issues within a reasonable time and in accordance with the assigned Severity Level when Customer allows timely access to the System and Motorola diagnostics indicate that a Residual Error is present in the Software. Should Customer report an error that Motorola cannot reproduce, Motorola may enable a detailed error capture /logging process to monitor the System. If Motorola is unable to correct the reported Residual Error within a reasonable time, Motorola will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should Motorola, in its sole discretion, determine that such Residual Error is not present in its Release, Motorola will verify: (a) the Software operates in conformity to the System Specifications, (b) the Software is being used in a manner for which it was intended or designed, and (c) the Software is used only with approved hardware or software. 3.3 Error Correction Status Report. Motorola will provide verbal status reports on Severity Level 1 and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to System Administrator on a monthly basis. Ntotui ola Soiuti r"s, ln' Applicatiotis a110 Data S ;jluti )ns Pubiic Safety Applic itiotts 22 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement !V. Key Responsibilities 4.1 Motorola Responsibilities 4.1.1 Support on Motorola Software. Motorola will provide any required software fixes in the form of either a "patch" or in an On Demand, Cumulative Update, Supplemental or Standard Release. 4.1.2 Motorola Response. Motorola will provide telephone and on -site response to Central Site, defined as the Customer's primary data processing facility, and Remote Site, defined as any site outside the Central Site, as shown in the Covered Products, Support Options and Pricing Exhibit. 4.1.3 Remote Installation. At Customer's request, Motorola will provide remote installation advice or assistance for Updates. 4.1.4 Software Release Compatibility. At Customer's request, Motorola will provide: (a) current list of compatible hardware operating system releases, if applicable; and (b) a list of Motorola Software Cumulative Updates, Supplemental, or Standard Releases. 4.1.5 Customer Notifications. Motorola will provide access to (a) Field Changes; (b) Customer Alert Bulletins; and (c) Hardware and Firmware Updates, as released and if applicable. 4.1.6 On -Site Software Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Motorola facilities. Motorola will decide whether on -site correction of any Residual Error is required and will take appropriate action. 4.1.7 On -site Product Technical Support Services. Motorola will furnish labor and parts required due to normal wear to restore the Equipment to good operating condition. Customer will provide on -site hardware service or is responsible for purchasing on -going maintenance for Third Party on -site hardware support. 4.1.8 Principal Period of Maintenance. At Customer's request, Motorola will provide continuous effort to repair a reported problem beyond the PPM per the customer selected service level, provided Customer gives Motorola access to the Equipment before the end of the PPM, Motorola will extend a two (2) hour grace period beyond PPM at no charge. Following this grace period, any additional support will be invoiced on a time and material basis at Motorola then current rates for Professional Services. 4.1.9 Compliance to Local County State and/or Federal Mandated Changes. (Applies to Software and interfaces to those Products) Unless otherwise stated herein, compliance to local, county, state and /or federally mandated changes, including but not limited to IBR, UCR, NCIC and state interfaces are not part of the covered Services and will be quoted at the time of the request. Federal and State mandated changes for IBR and UCR are included in Motorola's standard maintenance offering. 4.1.10 Anti -virus Software. At Customer's request, Motorola will make every reasonable effort to test and verify specific anti - virus, anti -worm, or anti - hacker patches against a replication of Customer's application. Motorola will respond to any reported problem as an escalated support call. 4.1.11 Account Reviews. Upon request, Motorola will provide annual account reviews to include (a) service history of site, (b) downtime analysis, and (c) service trend analysis. 4.1.12 Reports. Service history reports and notifications are available from the Motorola call tracking system. If you are interested in obtaining access to service history reports and ticketing notifications, inquire with your Technical Support Representative. 4.1.13 Maintenance Contract Administration. Motorola's Maintenance Contracts Business manages the maintenance agreement following the warranty term that may be included in the purchase of a Motorola system. klofnwla Solutions, tnc 4pphcatton�, and Data S4,jiuuotis Public 3afetyApplic,&0fis to 23 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Approximately four months prior to the expiration of the warranty period, a Motorola Customer Support Manager will contact you to discuss the options available for your specific site. The terms of the agreement can be customized to your agency's budgetary requirements and cycle. Motorola offers various levels of support to meet an agency's requirements, for example: • Telephone, VPN support for software fixes • Varying hours of coverage • Third party vendor services • On -site services • Users Conference • Professional Services 4.2 Customer Responsibilities 4.2.1 Initiate Service Request Cases. Contact Motorola through authorized tools and processes outlined in the Motorola Maintenance and Support Agreement Customer Support Plan Exhibit to initiate technical support request case. 4.2.2 Assess Severity Level. Assist in assessing the correct severity level per the severity level definitions found in the Customer Support Plan Exhibit. 4.2.3 Escalate Appropriately. Contact Motorola to add information or make changes to existing technical support cases, or escalate service requests to Motorola management. Motorola Services management contact information provided in the Customer Support Plan Exhibit. 4.2.4 Support on Hardware. Customer will provide all on -site hardware service or is responsible for purchasing on -going maintenance for 3fd party on -site hardware support. Third party support on some system components may be available through Motorola Maintenance and Support Agreement. Customer will contact the appropriate vendor directly for parts and hardware service if not purchased through the Motorola Maintenance and Support Agreement. 4.2.5 VPN connectivity. Provide VPN connectivity and telephone access to Motorola personnel. 4.2.6 Anti -virus software. Run installed anti -virus software. 4.2.7 Operating System ("OS") Upgrades. Unless otherwise stated herein, Customer is responsible for any OS upgrades to the System, except HP OS upgrades. Before installing OS upgrades, Customer will contact Motorola to verify that a given OS upgrade is appropriate. 4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing your system errors, Motorola has created the Trouble Report Form (page 21)_ Completion of this form by the customer is voluntary. The Trouble Report form helps Motorola Technical Support reduce errors by increasing the understanding of the problem description definition. It may also improve repair time by understanding the probability of repeat errors. Additionally, should escalation to Motorola Engineering team be required, information gathered on this form will aid by potentially avoiding the wait associated with error reoccurrence. Information customers provide on the Trouble Report form will assist Motorola Support team in expediting and troubleshooting the issue. Your assistance in providing the information is appreciated. Once you complete the form, please e-mail or fax this form to the Technical Support Representative assigned to work on the issue reported. wc=K�•�k)la S(i lutiori,, !r'ic. AppIi� otran, mi-a Data Sc3!uii)ns Public S <it,�ty Apra0catio4)s 24 of 26 Agency Name: Contact Name: Contact Phone: Severity Level: Subject: Prod u ctlVersion: Problem Description: Steps to Duplicate: Step One: Step Two: Step Three: Step Four: Step Five: Step Six: Step Seven: Additional Steps: Expected Results: Actual Results: Configuration Checked: Trouble Report Form Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Motorola Case Number: E -mail Address: Contact Fax: CAD Correction#: Please ensure that the description provided is as detailed as possible. Including accurate details, helps Motorola to resolve the issue promptly and successfully. Please be sensitive to the use of verbiage that is specific to your agency or area of the country. Full understanding of the facts on a reported issue increases Motorola probability of locating a root cause and achieving a tim-ly resolution. Motorola understands that duplication is not always easy. However, if you are able to duplicate the issue, providing us with the detailed keystrokes will greatly improve our aouity to correct the issue in quesuon. vvnen unauM w uuN—a« issue on demand, providing us with detailed steps that preceded the issue reported will greatly help. P1etot,30 Solutions, €fir Applications and Data Solution,, Public Safety Appw;,,Aions 4 :,C oft ' q • 1e;, 25 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement V. Customer Call Flow To Be Provided By Customer Vl. Contact Information Motorola Contacts CONTACT • (800) MSI -HELP Option 4 Software Product/Public Safety Apps: Option 2) Computer Aided Dispatch and Motorola Solutions System Support Center Mobile; Option 2) PremierOne, Legacy CAD /Mobile Timothy Leach Senior Manager, Technical Support (303) 527 -4017 - office Timothy Leach @motorolasolutions.com Phillip Askey Tier 2 - Technical Support Manager (720) 565 -4764 - office P. Askey@motorolasolutions.com Jeff Dolph (303) 527 -4038 - office Tier 1 - Technical Support Manager (303) 319 -8935 - mobile JeffDolph@motorolasolLAions.com Tanya Mansell Customer Service Manager (714) 319 -6242 - cell tanyamansell@motorolasolutions.com Ryan Goforth Strategic Sales Manager (561) 277 -9862 - office ryan.goforth@motorolasolutions.com t- iicfmmnr r nntartc (tn hp nrnvidpd by Customer) Customer Agency Name: Address: City, State and Zi : Billing Contact Name: Phone No: Email: Backup Svstem Administrator Name: Phone No: Email: Service Escalations Contact Name: Title: Phone No: Email: MotncoYa SoIut,ons, inn, Appiil:ations 111(1 Data S I-10 7115 PUNi. Safety At plo, Mons 26 of 26 Motorola Solutions, Inc. Amendment No. 5 to Contract # AMLNAN For Computer Aided Dispatch /Mobile Replacement Exhibit C LABOR RATES MAINTENANCE AND SUPPORT AGREEMENT 106 TERM: 07101119 - 06130126 CUSTOMER: The following are Motorola's current labor rates, subject to an annual change. The following rates apply to Customers with a current, active Maintenance and Support Agreement. Billable rates apply to services provided outside of the scope of the Maintenance and Support Agreement and outside the selected Service Level_ PPM: 8 a.m. -5 p.m. M -F (local time) $223 per hour, 2 hours minimum After 5 p.m., Saturday, Sunday, Motorola Holidays $334 per hour, 2 hours minimum The following rates apply to Customers without a current, active Maintenance and Support Aareement and anolvto services available on a Time and Material basis: 8 a.m. -5 p.m. M -F (local time) $446 per hour, 2 hours minimum After 5 p.m., Saturday, Sunday, Motorola Holidays 1 $668 per hour, 2 hours minimum Above rates reflect labor rate only. Additional fees for on -site travel expenses, third party expenses and /or materials will be quoted at the time of customer request for services. lotoi of Solutions, Inc Appiicationi and Data So! (it ,ton, Public Safety AtpIif, orr> e� `4 IN THE COUNCIL OF THE CITY OF ROANOKE, VIRGINIA The 6th day of April, 2020. No. 41708- 040620. AN ORDINANCE approving and endorsing the revised budget schedule for the Fiscal Year 2020 -2021 budget presented by the City Manager on April 6, 2020, pursuant to Ordinance No. 41703 - 032720 and Virginia Code Section 15.2 -1413; authorizing the City Manager to take such actions necessary to implement the revised budget schedule; determining that an emergency exists; establishing an effective date; and dispensing with the second reading of this Ordinance by title. WHEREAS, the City Manager presented, and City Council approved, the budget development and presentation schedule for the Fiscal Year 2020 -2021 budget that provided for presentation of the recommended Fiscal Year 2020 -2021 budget to Council on April 20, 2020, separate public hearings on the recommended Fiscal Year 2020 -2021 budget and related matters on April 30, 2020, and proposed adoption of the Fiscal Year 2020 -2021 budget, the updates to the HUD Consolidated Plan, adopting and reaffirming the real property tax rate, and related matters on May 11, 2020; WHEREAS, Governor Ralph S. Northam issued Executive Order Number Fifty -One, dated March 12, 2020, declaring that a state of emergency exists within the Commonwealth of Virginia as a result of the COVID -19 pandemic disaster, and supplemented this declaration by issuing Executive Order Number Fifty -Five on March 30, 2020 that ordered all residents of the Commonwealth of Virginia to remain at their place of residence through June 10, 2020, as a result of the COVID -19 pandemic disaster; WHEREAS, Virginia State Code Section 15.2 -1413 permits localities to adopt methods for the continuity of government during a disaster, "notwithstanding any contrary provision of law, general or special;" and City Council adopted Ordinance No. 41703- 032720 to authorize certain actions as a result of the COVID -19 pandemic disaster; WHEREAS, Virginia State Code Section 2.2- 3708.2(A)(3) permits members of a governing body to meet through electronic communication means without a quorum of the governing body being physically present at one location for the duration of an emergency to address the emergency; and WHEREAS, adoption of the Fiscal Year 2020 -2021 budget prior to June 30, 2020 is essential to the continuity of government and the emergency created by the COVID -19 pandemic disaster has made the original budget presentation inoperative. NOW, THEREFORE, BE IT ORDAINED by the Council of the City of Roanoke that: 1. City Council approves and endorses, notwithstanding any other applicable law, general or specific, the budget presentation schedule for the Fiscal Year 2020 -2021 Budget submitted by the City Manager during his presentation. Pursuant to this revised schedule, the City Manager will present a recommended Fiscal Year 2020 -2021 Budget to City Council on May 18, 2020; the public hearing on the recommended Fiscal Year 2020 -2021 Budget will be held on Thursday, May 28, 2020; Budget Study for the recommended Fiscal Year 2020 -2021 Budget will be on June 1, 2020; and adoption of the Fiscal Year 2020 -2021 Budget will be held on June 15 2020. 2. City Council approves and endorses, notwithstanding any other applicable law, general or specific, the schedule proposed by the City Manager for separate public hearings at separate times for the updates to the HUD Consolidated Plan and the proposal for adopting and reaffirming the real property tax rate for May 28, 2020. 3. City Council authorizes the City Manager to amend these dates and times of the separate public hearings in his discretion, and to take such other actions necessary to implement this ordinance. 4. City Council determines that an emergency exists as a result of the COVID -19 pandemic disaster and this ordinance shall be effective upon passage. 5. Pursuant to Section 12 of the City Charter, the second reading of this ordinance by title is hereby dispensed with. ATTEST: eettK'�' J. W&e&t City Clerk. IN THE COUNCIL OF THE CITY OF ROANOKE, VIRGINIA The 6th day of April, 2020. No. 41709 - 040620. AN EMERGENCY ORDINANCE effectuating the temporary changes in the deadlines for responding to requests for records under the Virginia Freedom of Information Act during the current state of emergency; and dispensing with the second reading of this Ordinance by title. WHEREAS, on March 12, 2020, Governor Ralph S. Northam issued Executive Order Fifty -One declaring a state of emergency for the Commonwealth of Virginia arising from the novel Coronavirus (COVID -19) pandemic; WHEREAS, Executive Order Fifty -One acknowledged the existence of a public health emergency which constitutes a disaster as defined by Virginia Code § 44- 146.16 arising from the public health threat presented by a communicable disease anticipated to spread; WHEREAS, on March 11, 2020, the World Health Organization declared the COVID -19 outbreak a pandemic; WHEREAS, on March 13, 2020, the President of the United States declared a national emergency, beginning March 1, 2020, in response to the spread of COVID -19; WHEREAS, on March 16, 2020, the Roanoke City Council adopted Resolution No. 41699 - 031620 and confirmed the declaration of local emergency made by Robert S. Cowell, Jr., the City Manager and the local director of emergency management; WHEREAS, on March 16, 2020, City Council adopted Resolution No. 41698 - 031620 to establish a plan for conducting meetings by electronic communications, including meetings by electronic communications without a quorum of City Council physically present in one location pursuant to Virginia Code § 2.2- 3708.2 (A)(3); WHEREAS, on March 27, 2020, by Resolution No. 41704 - 032720, Resolution No. 41698- 031620, was repealed and restated to read and provide that participation by the absent member shall be limited in each calendar year to two (2) meetings of Council based on a specified personal reason as set forth in Virginia Code § 2.2- 3708.2 (A)(1)(b); and further provided that Members shall not otherwise be limited except as set forth expressly in State Code; WHEREAS, on March 27, 2020, City Council adopted Ordinance No. 41703- 032720 to address the continuity of government during the COVID -19 health disaster, including the waiver of various deadlines; and WHEREAS, this emergency ordinance is to supplement Ordinance No. 41703 - 032720 adopted March 27, 2020. NOW, THEREFORE, BE IT ORDAINED by the City Council of the City of Roanoke, Virginia: Ordinance No. 41703 - 032720, previously adopted by City Council on March 27, 2020 is hereby supplemented to include the following provisions to address deadlines under the Virginia Freedom of Information Act: Requests for records under the Virginia Freedom of Information Act. Any deadline by which a response to a request for records under the Virginia Freedom of Information Act (Virginia Code § 2.2 -3700 et seq.) is due, and the time for which any such records may be inspected or produced, are extended indefinitely as may be necessary during the state of emergency currently in place as a result of the COVID -19 health disaster. 2. Pursuant to City Charter § 12, the second reading of this Emergency Ordinance by title is hereby dispensed with. 2 ATTEST: j-, Y2�6 1�ot City Clerk. IN THE COUNCIL OF THE CITY OF ROANOKE, VIRGINIA The 6th day of April, 2020. No. 41710 - 040620. AN ORDINANCE amending and reordaining the Code of the City of Roanoke, (1979), as amended, by amending Section 32 -105, When due and payable, Article III, Tax on Tangible Personal Property Taxes Generally, Chapter 32, Taxation, Code of the City of Roanoke (1979) as amended; providing for an effective date; and dispensing with the second reading of this ordinance by title. WHEREAS, Governor Ralph S. Northam issued Executive Order Number Fifty -One, dated March 12, 2020, declaring that a state of emergency exists within the Commonwealth of Virginia as a result of the COVID -19 pandemic disaster, and supplemented this declaration by issuing Executive Order Number Fifty -Five on March 30, 2020 that ordered all residents of the Commonwealth of Virginia to remain at their place of residence through June 10, 2020, as a result of the COVID -19 pandemic disaster; WHEREAS, as a result of the COVID -19 disaster, the Noel C. Taylor Municipal Building wherein the Roanoke City Treasurer's Office is located is closed to the public through April 30, 2020; WHEREAS, as a result of the closure of the Noel C. Taylor Municipal Building and the governmental mandate issued pursuant to Executive Order Number Fifty -Five, taxpayers have encountered difficulty paying their annual installment of tangible personal property taxes and business personal property taxes, which come due and payable on May 31, 2020; WHEREAS, pursuant to Section 32 -105, City Code, tangible personal property and business personal property taxes are due and payable annually on May 31; and WHEREAS, in order to assist taxpayers and citizens in making their tangible personal property taxes and business personal property taxes that come due and payable on May 31, 2020, during this time of emergency, the City of Roanoke desires to extend the due date for such taxes until June 30, 2020. NOW, THEREFORE, BE IT ORDAINED by the Council of the City of Roanoke as follows: Roanoke City Council finds that it is in the best interests of its citizens during the COVID -19 disaster and public emergency, to extend the due date for tangible personal property taxes and business personal property taxes that come due on May 31, 2020, from May 31, 2020, until June 30, 2020, pursuant to its authority under Section 58.1 -3916, Code of Virginia (1950) as amended. 2. The Code of the City of Roanoke, Virginia (1979), as amended, is hereby amended and reordained by amending Section 32 -105, When due and payable, Article II1, Tax on Tangible Personal Property Taxes Generally, Chapter 32, Taxation, to read and provide as follows: Sec. 32 -105. - When due and payable. Annual city taxes imposed on all classes of tangible personal property pursuant to section 32 -104 shall be due and payable at the office of the treasurer on or before the thirty -first day of May of each year, and all such taxes shall be paid on or before such date in order to avoid the penalty provided for in section 32 -106. Provided however, for all classes of tangible personal property pursuant to Section 32-104 due on May 31 2020, the due date is extended from May 3 I 2020 until June 30 2020. 3. This ordinance shall be in full force and effect on and after its passage. 4. Pursuant to Section 12 of the City Charter, the second reading of this ordinance by title is hereby dispensed with. ATTEST: c J wzt City Clerk.