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Home My WebLink Aboutresolution.council.088-17 RESOLUTION #88 (Series of 2017) A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF ASPEN, COLORADO, APPROVING A CONTRACT BETWEEN THE CITY OF ASPEN AND CHERRY ROAD TECHNOLOGIES INC AUTHORIZING THE CITY MANAGER TO EXECUTE SAID CONTRACT ON BEHALF OF THE CITY OF ASPEN, COLORADO. WHEREAS, there has been submitted to the City Council a contract for additional post production implementation services between the City of Aspen and Cherry Road Technologies Inc a true and accurate copy of which is attached hereto as Exhibit"A"; NOW, THEREFORE, BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ASPEN, COLORADO, That the City Council of the City of Aspen hereby approves that Contract for additional post production implementation services between the City of Aspen and Cherry Road Technologies Inc a copy of which is annexed hereto and incorporated herein, and does hereby authorize the City Manager to execute said agreement on behalf of the City of Aspen. INTRODUCED, READ AND ADOPTED by the City Council of the City of Aspen on the 8th day of May 2017. Steven S adron, Mayor 1, Linda Manning, duly appointed and acting City Clerk do certify that the foregoing is a true and accurate copy of that resolution adopted by the City Council of the City of Aspen, Colorado, at a meeting held May 81h 2017. 06"6 Ua.' Linda Manning, City y erk i j I I CITY OF ASPEN ENTERPRISE RESOURCE PLANNING PROJECT PROJECT WYATT CHANGE REQUEST #5 Prepared for: City of Aspen 130 S. Galena Street Aspen, CO 81611 Prepared by: CherryRoad Technologies Inc. 301 Gibraltar Dr. Suite 2C Morris Plains, NJ 07950 i Change Request#5 . CherryRoad 4Y, ttthnologies Date Version Description 12/19/16 1.0 Initial Draft I Jay Miller Review and Approval Date Version Approval Page 1 of 13 . .. ............... Change Request#5 Cherr Road r" terhndogies SECTION 1 — CHANGE REQUEST INFORMATION i Change This Change Request, with an effective date of May 9, 2017 will serve. Description: as a change in terms to the Services Agreement and Statement of Work, Exhibit A, entered into on November 9, 2015 by and between the City of Aspen and CherryRoad Technologies Inc. ("CherryRoad"). Except as expressly amended herein, all other terms and conditions of the Agreement shall remain in full force and effect. Reasons for This change request will serve to provide the following: Requesting Change: Extend Production Support. The current scope for Production support of all Oracle products is one calendar month. This Change Request will add additional scope to the support phase as well as support hours. Page 2 of 13 Change Request#5 p CherryRoad \`'`, technologies SECTION 2 -IMPACT ANALYSIS Change Complexity Classification: ❑ High ❑ Medium ® Low CostDescription Services Impact: Original Contract Value for $1,105,180.00 Implementation Services Additional Cost of Change Request#1 $ 0.00 Additional Cost of Change Request#2 $ 4,500.00 One-time ADP Implementation Fee Additional Cost of Change Request#3 $ 0.00 Additional Cost of Change Request#4 $24,490.00 Taleo extension Additional Cost of Change Request#5 $91,250.00 -Extended Support New Contract Value for Implementation $1,225,420.00 Services Details on additional cost of amendment: CherryRoad Ongoing Support Ongoing support focuses on two distinct areas: • Incident-based support. • Release Management for Oracle Cloud. Incident-Based Support Incident-based support covers the management and resolution of Level (or Tier) 2, 3 and 4 support for Application and Technical issues. Beyond normal break-fix incidents, we recognize the special care that is required for release management for the Cloud solution. A key component to meeting the City of Aspen requirements is ensuring issues or incidents are properly recorded, managed, and resolved. Our aim is to restore Aspen as quickly as possible while finding and addressing the root cause of the problem, as summarized below. Page 3 of 13 Change Request#5 =) CherryRoad technologies inc ident M anagement • • - -,• s `vFy • Detection and Recording Problem Control Create and Review Request for • Classification and Support • Error Control Changed • Investigation and Diagnosis Proactive Management Evaluate Change ! • Resolution and Recovery Major Incident J Problem Authorize and Schedule Change • incident Closure Review Prepare and Implement • Monitoring - • Review and Close • Oracle SR Tracking I I CherryRoad's Help Desk approach is a tiered approach. The following defines the various tiers/levels of the support services and responsible party throughout the support time frame. Tiered Approach to Support Level/Tier 1 Support(Aspen) Level 1 support staff will consist minimally of two support resources. A security administrator will be needed to handle all application security related service requests and a level 1 support analysts, with knowledge of the application, will be needed to resolve non-complex issues such as account lock outs, re-setting passwords, issues accessing the system and questions regarding how to use the application. Levelrrier 2 Support(CherryRoad) Level 2 support will be provided by CherryRoad Managed Services, with assistance from the Aspen support team. When a service request requires more in-depth analysis, it will be routed to the level 2 support staff either by phone, email, or via ServiceNow. The level 2 support staff, consisting of experienced cloud generalists, will complete an initial triage of the request, determine the cause and begin developing a solution. In the cases where a full code analysis is needed or actual coding changes are required, the service request will be routed to level 3. Please Note: Aspen will be required to complete the final testing of all implemented solutions and sign off on deployment to the production environment. Level/Tier 3 Support(CherryRoad) Level 3 support will be provided by CherryRoad Managed Services. If, during the analysis by the level 2 support staff, it is determined that further detailed technical analysis is required, the level 3 support staff will take over the service request. The level 3 support staff, fully equipped to resolve the most complex of service requests,will include both experienced functional and technical resources with expertise in covering a wide range of system issues. Level 3 support Page 4 of 13 Change Request#5 sa CherryRoad �T. technologies will complete any remaining analysis and will find, implement and unit test the solution. If required, Level 3 resources will work with Oracle as needed to facilitate resolution. Please Note: Aspen will be required to complete the final testing of all implemented solutions and sign off on deployment to the production environment. Leveirrier 4 Support(Oracle) j If during the analysis it is determined that the issue needs to be escalated to Oracle support, CherryRoad will log the service request with Oracle and manage all communication with them regarding the service request. Once Oracle provides a solution, CherryRoad will supply details of the solution to Aspen and then move forward to implement and test the solution as part of Level 4 support. Heln Desk Ticket Lifecycle All service requests will flow through one or more of the following steps during its lifecycle. Initiation Whether the contact is to request documentation or to report a problem, the first stage of the process is to create the Service Request (SR) and capture all the relevant information necessary to either service the request, resolve the problem or escalate it to the next tier with sufficient information to resolve the problem. Assignment If the SR is not resolved on the initial call, the SR is then assigned to the appropriate tier/team/resource for Aspen with the expertise of the affected application or module. Resolution Since an SR can range from a simple request with a documented resolution to an Oracle bug, the various tasks, the timeframe and even the tier producing the resolution will vary with each SR. However, in general, this stage involves the analysis, research and the action taken to fix the root cause of a problem or to identify a suitable workaround until the problem can be resolved. Testing Depending on the resolution, significant testing and even regression testing may be required before receiving approval to implement the solution. Most typically, it involves a functional analyst testing the solution in a non-production environment followed by Subject Matter Experts (SMEs) and/or end-user testing in another non-production environment to ensure the original problem is resolved and no new problems have been introduced. Page 5 of 13 Change Request#5 CherryRoad' technologies Approval Approval for the SR can be entered by Aspen as a comment in the ServiceNow SR or via email to the assigned CherryRoad resource. Approval of an SR indicates the solution has been tested and can now be scheduled for deployment to the production environment. Implementation This step represents the actual resolution. Examples would be the documented steps being executed, configurations deployed to production or the deployment of a vendor patch, code modification, etc. Closure After the resolution has been provided and Aspen confirms, the SR is closed. From initiation to closure, each SR within ServiceNow will be updated with relevant notes and status changes. In addition, email messages will be sent upon initiation and at each status change during the process. At any time, Aspen can log into the system or call the CherryRoad help desk to get the current status on the SR. The CherryRoad help desk ticket process flow below (Figure 1) illustrates the stages and support levels involved during the lifecycle of an SR. Page 6 of 113 Change Request#5 . CherryRood Or etn whg es CherrvRoad Help Desk Ticket Process Flow Diagram Che tYRPad Managed Service Cerrter Help,Desk Service Request Process Flaw Cllent Erb User&SMEs c O ( :\ .... All DUU WIRCQM5Rlg1•A M yp'p?aMresalrNar� r1 Crttbc...liyclertyruad<dm -% Oflwr CeenClklp Desk T>arl & - Suppan Teams hu W1uM4.drmnruad.�ttu' Yc� .. p„se Rnlirer:R•••- P J4 _. �^�.. MatiFy Pe9emer �, 6cMe 0ocunaxmd Pasclutiw+ 4 - ` +sE 3¢G�ep c»ntion t MSC Netp-Desk SeNrce Re nest CD�ma� - +i f�wrlaWseUR- Ye. •• 5.:.,.�CI Req v& F' �� ¢ 'fi s `2 fieui�RegVv_dw 1 �� iH1A S�'�—'- �� '4Mm Cpm 1pufallanlharyM4 �\aypr�U4 AP4ltkes�' re: m CkseR Ne & ! ies.&CePl�y°rch 4WUYRoeI. der i 1 411 - b GOenl�¢gTerret-`, gon�acr�sr •F R.Y�xeaFxmwl NmAy Rcq eRM _., V^,i - nrMDY Selutip! C NG R MpiieSk>run \✓'� cs Orarle Suppprt Serslte ReGues(- Selu:un Prcxda-0 Figure 1 Page 7 of 13 Change Request#5pf CherryRoad' lfr' technafogtes Release Management for Cloud The cloud model is different from on-premise and this is by design. For less cost, some independence is given up. While historically, with an on-premise ERP solution, the user could wait long periods of time to apply releases. In the cloud, managing the release schedule is critical. There are a few key concepts our team will be sure to enforce and is uniquely qualified to deliver. Release Schedule-With the Oracle Cloud, a flexible but prescribed release schedule is enforced. Familiarity and a cadence with this schedule is necessary. Our team will bring these aspects to Aspen. Integration with Cloud- Integration with the Cloud has more constraints than a traditional on- premise solution and our Team brings the tools, methods and experience to work effectively with the constraints. Our Team also brings experience with integration from the Cloud to other systems. Oracle Tickets- It is important to understand the Oracle Cloud ticket process and what levers are available to escalate if needed. Our team brings this knowledge as well. Summary In each area above, our team brings unmatched experience working with Oracle's Cloud solutions and team to ensure that your application is updated while not impacting day-to-day activities. This long term support includes: • One seat license to CherryRoad Cloud Success Platform for ticket management is included with the proposed annual SaaS subscription fees. • One release management.service (upgrade to next software release) Please Note: additional seat licenses, release management services or incident-based support hours may be added at an additional fee. In addition, CherryRoad is able to provide Level 1 support if desired by Aspen at an additional cost. CherryRoad On-Going Support - Years 2 and on As an added value to Aspen, for each annual renewal of the SaaS application contract through CherryRoad, we will include the following on-going support: • One seat license to CherryRoad Cloud Success Platform for ticket management is included with the proposed Annual SaaS subscription fee. • 100 hours of Incident-based Support to be used within the following subscription year. Page 8 of 13 Change Request#5 CherryRoad kf technologies Please Note: The above support would follow the same process as outlined in the ongoing support above. Additional seat licenses, release management services or incident-based support hours may be added at an additional fee. Release Management for Cloud The cloud model varies from an on-premise application by design. For less cost, some independence is given up. While historically, with an on-premise ERP solution, the user could wait long periods of time to apply releases, in the cloud, it is critical to manage the release schedule in a planned and timely manner. CherryRoad's managed service team has developed a process to manage the review and delivery of Oracle's releases as part of our application support services. Release Schedule—With the Oracle Cloud, a flexible but prescribed release schedule is enforced. Familiarity and a cadence with this schedule are necessary. Release Note Assessment—CherryRoad will provide an assessment of each release to be applied, identifying potential impacts to current configuration and opportunities to implement new functionality. The objective of the assessment will be to determine a roadmap; no new functionality will be implemented until final scope, timeline, and budgets are provided and agreed upon. Promoting to Production—With on-premise, the City could promote to production whenever desired. With the cloud, scheduling needs to occur with Oracle as they are the stewards of the cloud environment. The following is a high-level approach that outlines the CherryRoad/Cloud release approach/process that will be followed. 1. Oracle communicates new release availability 2. CherryRoad begins planning the migration a. Refresh development and/or test environments with the current production environment b. Review release notes c. Prepare release presentation 3. The upgrade test environment is refreshed with the production environment 4. Oracle applies application release to the upgrade test environment 5. CherryRoad configureslmplements new functionality (added cost or support hours required) 6. CherryRoad executes unit/system testing on the new release (i.e. application) a. CherryRoad modifies any configuration based on new release to ensure upgraded system functions in a similar fashion as production b. CherryRoad identifies any retrofit changes needed based on new release 7. Aspen executes user acceptance testing on the new release (i.e. application) B. CherryRoad logs Oracle SR to apply to production 9. Oracle schedules/applies release to production Page 9 of 13 Change Request#5 ;A CherryRoad �r t«n„oiog,� Please Note: Each release process could take up to eight weeks from release to production. This does not include the configuration and/or implementation on new functionality. I Page 10 of 13 Change Request#5Ol CherryRoad' n, whmlogw Costs This long-term support includes: I • One seat license-to CherryRoad Cloud Success Platform for ticket management-. • Maximum of 280 hours of release management services (single upgrade) of Oracle ERP and HCM cloud applications (must be used within the effective dates of this amendment) • 450 hours of Incident-based support for HCM, ERP, EPM and Taleo • Release management services for two releases of Oracle Taleo TBE Applications (must be used within the effective dates of this amendment) • Invoices will be billed mo hly over a 8 month period for a total amount of$91,250.00 Month Amount 1 $11,406.25 2 $11,406.25 3 $11,406.25 4 $11,406.25 5 $11,406.25 6 $11,406.25 7 $11,406.25 8 $11,406.25 TOTAL $91,250.00 Please Note: Additional seat licenses, release management services or incident-based support hours may be added at an additional fee (see below). In addition, CherryRoad is able to provide Level 1 support if desired by the City. Page 11 of 13 Change Request#5 ma . CherryRoad to hno4les Discounted Su ort Costs The City can supplement the 200 hours provided in the baseline support with the following discounted 'buckets' of support hours . These hours can be used at the City's discretion. Service One Time Fee 200 Support Hours for Oracle ERP and HCM Cloud ($120 per hour) $24,000.00 300 Support Hours for Oracle ERP and HCM Cloud ($115 per hour) $34,500.00 400 Support Hours for Oracle ERP and HCM Cloud ($110 per hour) $44,000.00 Taleo TBE Support ($125 per hour needed) Assumptions 1. Invoices will be submitted with supporting documentation providing detailed explanations of hours worked in the month. 2. Pre-Approval for any SR over 10 hours of work is required by Aspen Management in advance 3. Aspen can request specific CherryRoad resources to work on open SRs. Every attempt will be made to make the requested resources available but specific resources cannot be guaranteed 4. CherryRoad's effort to fix configuration in production as part of the original Go-Live deployment that is deemed to be defective will not count against the extended support hours 5. All change requests for reports and security will be counted against the extended support hours Due to the inability to estimate technical retrofit changes from one release to another we have not included the development effort in this offering. Section 3—Impact to Scope of Services 1) There are no changes to the scope of services. Section 4— Non-Collusion and Acceptance. The undersigned attests under penalties of perjury that he is the representative, agent, member or officer of the contracting party, that he has not, nor has any other member, employee, representative, agent or officer of the firm, company, corporation or partnership represented by him, directly or indirectly, to the best of his knowledge, entered into or offered to enter into any combination, collusion or agreement t6 receive or pay, and that he has not received or paid, any sum of money or other consideration for the execution of this Change Request other than that which appears upon the face of the Change Request. Page 12 of 13 i Change Request#5 A- CherryRoacr �� mchnoiogles Approved by: on: a CherryRoad Technologies Inc. Date Approved by: City of Aspen fsc-F;, f 4 Date Comments: ❑ None or— ❑ See below: Page 13 of 13