071b6600011.pdf
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- Attached to
- MI|MA071B6600011C
- Contract number
- MA071B6600011C
- Issued by
- Michigan
About this file
This document is a compilation of contract change notices for a Software as a Service (SaaS) indefinite delivery contract between the State of Michigan, Department of Technology, Management and Budget (DTMB), and Tyler Technologies Inc. (formerly Socrata, Inc.). The contract was originally executed on October 15, 2015, and the file contains twenty-three sequential change notices documenting the contract's evolution through various extensions and modifications. Key state contacts include Scott Powell and Jarrod Barron at DTMB, while the contractor is represented by John Stehle at Tyler Technologies, located in Seattle, Washington.
The contract provides hosting, management, and operation of the Socrata Connected Government Cloud platform to support the State's Open Data Portal, performance management platform, and local government financial dashboards. The initial annual fee was $220,000, with pricing fixed through option years as long as usage remains within specified thresholds of 50 monthly active users, one million external API calls, and four terabytes of data storage. The contract includes 325 hours of consultant services valued at $254 per hour. The original term ran from October 15, 2015, to October 14, 2016, with four available one-year renewal options. Through successive change notices, the contract was extended through October 14, 2026, with the most recent modification (Change Notice 23, effective November 4, 2025) converting annual billing of $220,000 to monthly invoicing of $18,333.33. The estimated aggregate contract value is $4,577,822.00, and the contract maintains a 99 percent uptime availability requirement with service availability credits as remedies for failures to meet this standard.
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320 S Walnut Street Lansing, MI 48933 P.O. Box 30026, Lansing, MI 48909
STATE OF MICHIGAN PROCUREMENT
Department Technology, Management and Budget Central Procurement Services
CONTRACT CHANGE NOTICE
CONTRACT SUMMARY
Open Data Portal (DTMB CSS) - Statewide, including
INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
October 15, 2015 October 14, 2016 4 - 1 Year October 14, 2026
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
MINIMUM DELIVERY REQUIREMENTS
P-Card Direct Voucher (PRC) Other Yes No
1517 12th Avenue, Suite 101 Suite 1100
Seattle WA 98122
John Stehle
612-220-0710 john.stehle@tylertech.com
CV0136837
TYLER TECHNOLOGIES INC
C O
N
TR
A C
TO
R
517-898-2137
PowellS6@michigan.gov
Jarrod Barron
(517) 249-0406
DTMB
Scott Powell DTMB
BarronJ1@michigan.gov
C on tr ac t A dm in is tr at or
Pr og ra m
M an ag er
ST
A
TE
Change Notice Number 23
Contract Number MA071B6600011C to
DESCRIPTION OF CHANGE NOTICE
OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
1 Years
$4,577,822.00 $0.00 $4,577,822.00
DESCRIPTION
Please note the Program Manager or Contract Administrator may have changed, and are reflected on this Change Notice.
Effective 11/4/2025, the parties change from an annual to a monthly billing cycle. Instead of billing $220,000 at one time for FY26, Contractor will invoice the State $18,333.33 per month. All other terms, conditions, specifications and pricing remain the same. Per Contractor, Agency, and DTMB Central Procurement approval.
STATE OF MICHIGAN
ENTERPRISE PROCUREMENT
DTMB
320 S Walnut Street Lansing, MI 48933 P.O. Box 30026, Lansing, MI 48909
CONTRACT CHANGE NOTICE
CONTRACT SUMMARY
Open Data Portal (DTMB CSS) - Statewide, including
INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
October 15, 2015 October 14, 2016 4 Months October 14, 2025
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
MINIMUM DELIVERY REQUIREMENTS
P-Card Direct Voucher (PRC) Other Yes No
1517 12th Avenue, Suite 101 Suite 1100
Seattle WA 98122
John Stehle
612-220-0710 john.stehle@tylertech.com
CV0006686
TYLER TECHNOLOGIES INC
C O
N
TR
A C
TO
R
517-898-2137
PowellS6@michigan.gov
Jarrod Barron
517-249-0406
DTMB
Scott Powell DTMB
BarronJ1@michigan.gov
C ontract
A dm inistrator Program M anagerSTA
TE
Change Notice Number 22
Contract Number MA071B6600011C to
DESCRIPTION OF CHANGE NOTICE
OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
1 Years October 14, 2026
$4,797,822.00 $220,000.00 $5,017,822.00
DESCRIPTION
Effective 7/29/2025, the parties extend the contract to 10/14/2026 and add $220,000.00 to continue existing services at the current pricing to allow the State to complete the rebidding process. All other terms, conditions, specifications and pricing remain the same. Per Contractor, agency, and DTMB Central Procurement approval. Per Contractor, Agency, DTMB Central Procurement and State Administrative Board approval on 7/29/2025.
Department of Technology, Management, and Budget 320 S. Walnut Street 2nd Floor Lansing, MI 48933
P.O. BOX 30026 LANSING, MICHIGAN 48909
CONTRACT CHANGE NOTICE
CONTRACT SUMMARY
Open Data Portal (DTMB CSS) - Statewide, including
INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
October 15, 2015 October 14, 2016 4 - 12 Months October 14, 2024
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
MINIMUM DELIVERY REQUIREMENTS
P-Card Direct Voucher (PRC) Other Yes No
1517 12th Avenue, Suite 101 Suite 1100
Seattle WA 98122
John Stehle
612-220-0710 john.stehle@tylertech.com
CV0136837
TYLER TECHNOLOGIES INC.
C O
N
TR
A C
TO
R
517-898-2137
PowellS6@michigan.gov
Jarrod Barron
(517) 249-0406
DTMB
Scott Powell DTMB
BarronJ1@michigan.gov
C ontract
A dm inistrator Program M anagerSTA
TE
Change Notice Number 21
Contract Number MA071B6600011C to
DESCRIPTION OF CHANGE NOTICE
OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
12 Months October 14, 2025
$4,577,822.00 $220,000.00 $4,797,822.00
DESCRIPTION
Effective 8/29/2024, the parties exercise the final available option year and add $220,000 to cover the cost of ongoing services. This CN also contains a clerical correction: the contract current value is increased by $6,400 because Change Notice 8 did not accurately update the contract value to reflect the funding the parties added at that time. All other terms, conditions, specifications, and pricing remain the same. Per Contractor, agency and DTMB Central Procurement Services approval.
Internal State Note: Remaining Ad Board funds after this Change Notice: $563,599.99.
CENTRAL PROCUREMENT SERVICES
Department of Technology, Management, and Budget
320 S. WALNUT ST., LANSING, MICHIGAN 48933
P.O. BOX 30026 LANSING, MICHIGAN 48909
CONTRACT CHANGE NOTICE
Change Notice Number 20 to Contract Number 071B6600011 tekinelk@michigan.gov
Kemal Tekinel
Shannon Romein john.stehle@tylertech.com
John Stehle
Seattle, WA 98122
TYLER TECHNOLOGIES INC.
CV0136837
612-220-0710
1517 12th Avenue, Suite 101 , Suite 1100
(517) 898-8102 S
T A
T E
P ro g ra m
M a n a g e r
C o n tra ct
A d m in istra to r
C O
N T R A C T O
R
(517) 242-4287
DTMB
romeins@michigan.gov
$4,351,422.00
October 15, 2015 October 14, 2023
OPEN DATA PORTAL (DTMB CSS) - STATEWIDE, INCLUDING
October 14, 2016
INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
4 - 1 Year
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No
MINIMUM DELIVERY REQUIREMENTS
DESCRIPTION OF CHANGE NOTICE
OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE
☒ 1 year ☐ October 14, 2024
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
$220,000.00 $4,571,422.00
Effective September 22, 2023, the first of two available option years is executed. The new Contract expiration date is10/14/2024.
This Contract is increased by $220,000.00 to cover costs through 10/14/2024 and is transferred from the Office of Continuous Improvement to Michigan Center for Data and Analytics .
Please note, the State's Contract Administrator has been changed to Shannon Romein and the State's Program Manager to Kemal Tekinel.
State Administrative Board approval occurred on 9/24/2020.
All other terms, conditions, specifications, and pricing remain the same per contractor and agency agreement, and DTMB Central Procurement Services approval.
INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE
DESCRIPTION
CONTRACT SUMMARY
DTMB
Department of Technology, Management, and Budget
525 W. ALLEGAN ST., LANSING, MICHIGAN 48913
P.O. BOX 30026 LANSING, MICHIGAN 48909
CONTRACT CHANGE NOTICE
Change Notice Number 19 to 071B6600011Contract Number
TYLER TECHNOLOGIES INC
N E
W C
O N
T R
A C
T O
R
1517 12th Avenue, Suite 101
Seattle, WA 98122
Natalie La Barbera
612-220-0710
Natalie.LaBarbera@tylertech.com
CV0136837
Various weissM4@michigan.gov
Matt Weiss
(517) 256-9895
C o n tra c t
A d m in is tra to r
STATE CONTACTS
$4,351,422.00
October 15, 2015 October 14, 2023
OPEN DATA PORTAL (DTMB CSS) - STATEWIDE, INCLUDING
October 14, 2016
INITIAL AVAILABLE OPTIONS EXPIRATION DATE BEFORE
4 - 1 Year
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
☐ P-Card ☐ Direct Voucher (PRC) ☐ Other ☒ Yes ☐ No
MINIMUM DELIVERY REQUIREMENTS
DESCRIPTION OF CHANGE NOTICE
OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE
☐ ☐ N/A
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
$0.00 $4,351,422.00
Effective 11/10/2021, the parties hereby agree to assign this contract from Socrata, Inc. to Tyler Technologies. From this point forward, Tyler Technologies will assume all Contractor responsibilities.
All other terms, conditions, specifications, and pricing remain the same. Per contractor, agency and DTMB Central Procurement approval.
INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE
DESCRIPTION
CONTRACT SUMMARY
P ro g ram n a g er
DTMB DTMB
john.stehle@tylertech.com
John Stehle
Seattle, WA 98104
SOCRATA, INC.
CV0006686
724-355-1992
255 South King Street , Suite 1100
C U
R R
E N
T C
O N
T R
A C
T O
R
AGENCY NAME PHONE EMAIL
Multi-Agency and Statewide Contracts
Program Managers for
CHANGE NOTICE NO. 19 TO CONTRACT NO. 071B6600011
Jason Wilkinson 517-643-6992 WilkinsonJ5@michigan.govDTMB
Department of Technology, Management, and Budget
525 W. ALLEGAN ST., LANSING, MICHIGAN 48913
P.O. BOX 30026 LANSING, MICHIGAN 48909
CONTRACT CHANGE NOTICE
Change Notice Number 18 to 071B6600011Contract Number
Various
Matt Weiss john.stehle@tylertech.com
John Stehle
Seattle, WA 98104
SOCRATA, INC.
CV0006686
724-355-1992
255 South King Street , Suite 1100
(517) 256-9895 S
T A
T E
P ro an ag er C o n tract A d m in istrato r
C O
N T
R A
C T
O R
DTMB
weissm4@michigan.gov
$3,911,422.00
October 15, 2015 October 14, 2021
OPEN DATA PORTAL (DTMB CSS) - STATEWIDE, INCLUDING
October 14, 2016
INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
4 - 1 Year
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No
MINIMUM DELIVERY REQUIREMENTS
DESCRIPTION OF CHANGE NOTICE
OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE
☒ 2-Years ☐ October 14, 2023
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
$440,000.00 $4,351,422.00
Effective 10/14/2021, this Contract is hereby extended through 10/14/2023. This Contract is increased by $440,000.00 to cover the cost through 10/14/2023. Two (2) additional, 1-year options are available, which may extend the Contract through 10/14/2025 at the State's sole discretion. The following amendment is hereby incorporated into the Contract to update the Terms and Pricing.
The State Administrative Board approved funding on 9/24/2020.
All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Procurement approval.
INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE
DESCRIPTION
DTMB
Program Managers for
CHANGE NOTICE NO. 18 TO CONTRACT NO. 071B6600011
Jason Wilkinson 517-643-6992 WilkinsonJ5@michigan.govDTMB
Contract Change Notice Number 18
This Contract Change Notice 18 (“Change Notice”) is made effective (“Effective Date”) this 14th of October 2021 by and between the Contractor and the State of Michigan
WHEREAS, Socrata, Inc. (“Socrata”) and State are parties to an agreement dated 10/15/2015, Contract No. 071B6600011 (“Contract”); and
WHEREAS, on April 30, 2018, Socrata was acquired and became a wholly owned subsidiary of Tyler; and
WHEREAS, Contractor and State desire to amend the terms of the Contract as provided herein.
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth herein, Contractor and State agrees a follows:
1. The Michigan Department of Technology, Management, and Budget IT Services “Statement of Work” is revised as follows:
a. The Period of Coverage: 10/15/2021 – 10/14/2023 (up to 10/14/2025)
b. Reporting and Meetings: References here and throughout the Contract to
“Monthly Active User” are hereby replaced with “User”.
c. The “Payment Schedule” table is hereby replaced with the “Investment Summary” attached to this Change Notice as “Exhibit B ”, and Exhibit B is hereby added to the Contract.
d. Line items 1-3 in the paragraph beginning “The above pricing” is replaced with
Exhibit B.
e. Upon execution of this Change Notice, the Term of the Contract is extended through 10/14/2023 (“Initial Term”) with 2, 1-year options, unless earlier terminated in accordance with its terms, and the following provisions are added to the Contract.
2. “Exhibit A” is revised as follows:
a. The second paragraph beginning with “This contract” is replaced as follows:
i. This Contract may be renewed for up to two (2) additional one (1) year periods after the two-year Initial Term ending 10/14/2023. Renewal must be by written notice from the State and will automatically extend the Term of this Contract.
b. Section 1, “Definitions” is supplemented with the following:
“Active Account” means an account where the User was invited to the site, accepted the invitation, and where the account has not been deactivated.
“Guest User” means a user that is outside of the organization invited by a User to collaborate on the State’s site.
“Investment Summary” means the agreed upon cost proposal for the products and services attached as Exhibit B.
“SCGC Site” means single domain or instance of a Socrata Connected Government Cloud (“SCGC”) Site, and the number of SCGC Sites is defined in the Investment Summary.
“User” means any Active Account added to the Client’s Site that is not a Guest User.
c. Section 8.2, “Fees During Renewal Terms” is replaced to read as follows:
8.2 Fees During Renewal Terms. Contractor’s Fees are fixed during the first year ending 10/14/2022 of the Renewal Term. Contractor may increase Fees for any subsequent year if usage exceeds 100 Users, as set forth in Exhibit B.
3. This Change Notice is governed by the terms and conditions of the Contract. Except as modified by this Change Notice, the Contract remains in full force and effect.
4. In the event of conflict, the terms and conditions of this Change Notice shall take priority and supersede the terms and conditions of the Contract.
[REMAINDER OF PAGE INTENTIONALLY LEFT BLANK]
EXHIBIT B - INVESTMENT SUMMARY
Department of Technology, Management, and Budget
525 W. ALLEGAN ST., LANSING, MICHIGAN 48913
P.O. BOX 30026 LANSING, MICHIGAN 48909
CONTRACT CHANGE NOTICE
Change Notice Number 17 to 071B6600011Contract Number
Various
Matt Weiss melanie.thaden@tylertech.com
John McLeod
Seattle, WA 98104
SOCRATA, INC.
CV0006686
312-608-1860
255 South King Street , Suite 1100
(517) 256-9895 S T A T E
P ro g ra m n a g e r
C o n tra ct
A d m in istra to r
C O
N T R A C T O
R
MULTI
DTMB
weissm4@michigan.gov
$3,611,422.00
October 15, 2015 October 14, 2020
OPEN DATA PORTAL (DTMB CSS) - STATEWIDE, INCLUDING
October 14, 2016
INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
4 - 1 Year
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No
MINIMUM DELIVERY REQUIREMENTS
DESCRIPTION OF CHANGE NOTICE
OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE
☐ ☐ October 14, 2020
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
$0.00 $3,611,422.00
Effective October 14, 2020, State Budget Office (SBO) will be removed from this Contract. Following removal from the Contract, SBO will no longer be held to any financial obligations or agreements in the contract.
All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Procurement approval.
INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE
DESCRIPTION
Program Managers for
CHANGE NOTICE NO. 17 TO CONTRACT NO. 071B6600011
DTMB Mike Moody 517-335-1942 MoodyM1@Michigan.gov
DTMB Jason Wilkinson 517-643-6992 WilkinsonJ5@michigan.gov
DTMB Heather Boyd 517-373-0447 BoydH@michigan.gov
Department of Technology, Management, and Budget
525 W. ALLEGAN ST., LANSING, MICHIGAN 48913
P.O. BOX 30026 LANSING, MICHIGAN 48909
CONTRACT CHANGE NOTICE
Change Notice Number 16 to 071B6600011Contract Number
Various
Matt Weiss jon.stehle@tylertech.com
Jon Stehle
Seattle, WA 98104
SOCRATA, INC.
CV0006686
724.355.1992
255 South King Street , Suite 1100
(517) 256-9895 S
T A
T E
P ro an ag er C o n tract A d m in istrato r
C O
N T
R A
C T
O R
MULTI
DTMB
weissm4@michigan.gov
$3,611,422.00
October 15, 2015 October 14, 2020
OPEN DATA PORTAL (DTMB CSS) - STATEWIDE, INCLUDING
October 14, 2016
INITIAL AVAILABLE OPTIONS EXPIRATION DATE
BEFORE
4 - 1 Year
PAYMENT TERMS DELIVERY TIMEFRAME
ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING
☐ P-Card ☐ PRC ☐ Other ☒ Yes ☐ No
MINIMUM DELIVERY REQUIREMENTS
DESCRIPTION OF CHANGE NOTICE
OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE
☐ ☒ 1-year, plus 4, 1-year options October 14, 2021
CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE
$300,000.00 $3,911,422.00
Effective 9/24/2020, this Contract is hereby extended through 10/14/2021. This Contract is increased by $300,000.00 to cover the cost through 10/14/2021. Four (4) additional, 1-year options are added, which may extend the Contract through 10/14/2025 at the State's sole discretion. The following amendment is hereby incorporated into the Contract to updated the Terms, Security Schedule, and Pricing.
All other terms, conditions, specifications, and pricing remain the same. Per contractor, agency, DTMB procurement and State Administrative Board approval on 9/24/2020.
INITIAL EXPIRATION DATEINITIAL EFFECTIVE DATE
DESCRIPTION
Program Managers for
CHANGE NOTICE NO. 16 TO CONTRACT NO. 071B6600011
DTMB Mike Moody 517-335-1942 MoodyM1@Michigan.gov
DTMB Jason Wilkinson 517-643-6992 WilkinsonJ5@michigan.gov
DTMB Heather Boyd 517-373-0447 BoydH@michigan.gov
MICHIGAN DEPARTMENT OF TECHNOLOGY,
MANAGEMENT AND BUDGET
IT SERVICES
STATEMENT OF WORK
Project Title:
Useful Life Extension of Tyler Technology Contract # 071B6600011
Period of Coverage:
10/15/2020 – 10/14/2021 (up to 10/14/2025)
Requesting Department:
DTMB’s Office of Continuous Improvement Engagement and Performance Division (EPD)
Date:
10/15/2020
Agency Project Owner:
Jason Wilkinson
Phone:
517-643-6992
DTMB Project Manager:
Senthiljumar Kuppuswamy
Phone:
517-284-4459
BACKGROUND:
The Tyler Technologies platform is currently used for the following:
• The State’s Open Data Portal to host and share tabular data. The Open Data Portal is a collaborative effort by DTMB’s Office of Continuous Improvement Engagement and Performance Division (EPD) and DTMB’s Enterprise Information Management (EIM) organization. The Open Data Portal provides a cost-effective method for state agencies to share information with constituents including responses to Freedom Of Information Act (FOIA) requests.
• The State’s performance management platform to host and share departmental performance information with internal and external stakeholders.
• A customized platform for displaying the Treasury Community Engagement and Finance Division’s (CEFD) local government financial dashboards, which helps allow Michigan’s local governments to meet revenue sharing reporting requirements, as well as provide a public look at local government finances. In ongoing efforts to increase transparency in government, this platform is additionally utilized to provide local government financial datasets for public consumption.
PROJECT OBJECTIVE: The updating of contract terms, pricing, and security language as required for all new contracts and extensions.
SCOPE OF WORK: This Contract is an extension of the work under the Original Contract with Tyler Technology.
SOFTWARE LICENSES:
See Section 3 of the Contract Terms and Section 3.5 “License Grant for SCGC-PE” of Change Notice 11.
REPORTING and MEETINGS:
• Tyler Technology will provide the following reports monthly:
o Identified Monthly Active Users. Lists specific users and how many times they signed-in during a given month.
o Number of Monthly Active Users Overtime by Month. A summarized view of the above data.
o API calls Overtime. This is extracted from a usage dataset on data.michigan.gov.
o API calls Overtime by Month. A summarized view of the above
• Tyler Technology will conduct a bi-yearly check in meeting to discuss trends over the last 6 months related to active users and API calls.
DELIVERABLES: Deliverables will not be considered complete until the Agency Project Manager has formally accepted them. Deliverables will be spelled out in subsequent Change Notices.
ACCEPTANCE CRITERIA: Will be identified in subsequent Statements of Work (SOW) attached to individual Change Notices.
SPECIFIC DEPARTMENT STANDARDS: Agency standards, if any, in addition to DTMB standards.
PAYMENT SCHEDULE:
Option Years 1-5
Product SKU Price Product Description
Socrata Connected Government Cloud - Department Edition
SOC-
SCGC-
DEP $300,000
Socrata Connected Government Cloud - Department: The full Socrata product suite. Limits: 50 Monthly Active Users, 1M External API calls, 4TB of data storage, 10K Alerts/month.
Includes Support and Education. Excludes: Set-Up.
Insights Dashboard
SOC-
INS-1 $0
A user-friendly dashboard for the exploration, analysis, and benchmarking of data across geographies. If the service is configured to provide benchmarking data from third party sources (e.g., census bureau), or the Socrata Open Data Network, this data is provided as-is without warranties, is subject to change, and is subject to the data publisher’s terms of use. Capacity Up to 20 datasets total.
Socrata Consultant
$254 per hour
Up to
Hours at $0
Socrata SME's that support implementing, automating Tyler technology to achieve client's business goals, and enabling Michigan staff to best leverage Tyler technology to efficiently deliver essential services
Total: $300,000
The above pricing includes:
1. The Socrata Connected Government Cloud Department edition to support additional capacity now and in the future as well as the Insights Dashboard in support of Federal reporting requirements at no cost.
2. 325 hours of services (valued at 1 FTE to support State of Michigan priorities).
3. Tyler Technology will provide price certainty and thus no out year increases for each option year of the contract as long as the State stays within the license thresholds.
a. If the State goes beyond the thresholds in a given year, there will be no automatic price increases. Once an option year is executed, the price is set for the year, and it will not increase.
b. Usage will be evaluated at the end of each option year and a new price for the following option year will be agreed upon between the State and Tyler Technology if the State is consistently using capacity above the thresholds noted within this SOW.
Payment will be made on an annual basis. DTMB will pay CONTRACTOR upon receipt of properly completed invoice(s) which shall be submitted to the billing address on the State issued purchase order not more often than monthly. DTMB Accounts Payable area will coordinate obtaining Agency and DTMB Project Manager approvals. All invoices should reflect actual work completed by payment date, and must be approved by the Agency and DTMB Project Manager prior to payment. The invoices shall describe and document to the State’s satisfaction a description of the work performed, the progress of the project, and fees. When expenses are invoiced, receipts will need to be provided along with a detailed breakdown of each type of expense.
Payment shall be considered timely if made by DTMB within forty-five (45) days after receipt of properly completed invoices.
EXPENSES: The State will NOT pay for any travel expenses, including hotel, mileage, meals, parking, etc.
PROJECT CONTACTS:
DTMB Office of Continuous Improvement Engagement and Performance Division (EPD):
The designated Agency Project Manager is:
Name: Jason Wilkinson Department: DTMB Address: Romney Building, Lansing, MI Phone Number: 517-643-6992 Email Address: wilkinsonj5@michigan.gov
The designated DTMB Project Managers is:
Name: Senthiljumar Kuppuswamy Department: DTMB mailto:wilkinsonj5@michigan.gov
Address: Mason Building, Lansing, MI Phone Number: 517-284-4459 Email Address: KuppuswamyS1@michigan.gov
LOCATION OF WHERE THE WORK IS TO BE PERFORMED:
Work is to be performed at Tyler Technology and State of Michigan facilities in Lansing, Michigan.
Requests for alternative work locations must be made to the DTMB and Agency Project Manager.
EXPECTED CONTRACTOR WORK HOURS AND CONDITIONS:
Work hours are not to exceed eight (8) hours a day, forty (40) hours a week. Normal working hours of 8:00 am to 5:00 pm are to be observed unless otherwise agreed to in writing.
No overtime will be permitted.
mailto:KuppuswamyS1@michigan.gov
CONTRACT TERMS
Software as a Service (SaaS)
CONTRACT #071B6600011
Upon the execution of this Change Notice, the Term of the Contract is extended to 10/14/2021, with 4, 1-year options added, unless earlier terminated in accordance with its terms, and the following provisions are added to the Contract:
1. Accessibility Requirements. Definitions:
(a) “PAT” means a document or product accessibility template, including any Information Technology Industry Council Voluntary Product Accessibility Template or VPAT®, that specifies how information and software products, such as websites, applications, software and associated content, conform to WCAG 2.0 Level AA.
(b) WCAG 2.0 Level AA” means level AA of the World Wide Web Consortium Web Content Accessibility Guidelines version 2.0.
1.1 All Software provided by Contractor under this Contract, including associated content and documentation, must conform to WCAG 2.0 Level AA. Contractor must provide a description of conformance with WCAG 2.0 Level AA specifications by providing a completed PAT for each product provided under the Contract. At a minimum, Contractor must comply with the WCAG 2.0 Level AA conformance claims it made to the State, including the level of conformance provided in any PAT.
Throughout the Term of the Contract, Contractor must:
(a) maintain compliance with WCAG 2.0 Level AA and meet or exceed the level of conformance provided in its written materials, including the level of conformance provided in each PAT;
(b) comply with plans and timelines approved by the State to achieve conformance in the event of any deficiencies;
(c) ensure that no Maintenance Release, New Version, update or patch, when properly installed in accordance with this Contract, will have any adverse effect on the conformance of Contractor’s Software to WCAG 2.0 Level AA;
(d) promptly respond to and resolve any complaint the State receives regarding accessibility of Contractor’s Software;
(e) upon the State’s written request, provide evidence of compliance with this
Section by delivering to the State Contractor’s most current PAT for each product provided under the Contract; and
(f) participate in the State of Michigan Digital Standards Review described below.
1.2 State of Michigan Digital Standards Review. Contractor must assist the State, at no additional cost, with development, completion, and on-going maintenance of an accessibility plan, which requires Contractor, upon request from the State, to submit evidence to the State to validate Contractor’s accessibility and compliance with WCAG 2.0 Level AA. Prior to the solution going-live and thereafter on an annual basis, or as otherwise required by the State, re-assessment of accessibility may be required. At no additional cost, Contractor must remediate all issues identified from any assessment of accessibility pursuant to plans and timelines that are approved in writing by the State.
1.3 Warranty. Contractor warrants that all WCAG 2.0 Level AA conformance claims made by Contractor pursuant to this Contract, including all information provided in any PAT Contractor provides to the State, are true and correct. If the State determines such conformance claims provided by the Contractor represent a higher level of conformance than what is actually provided to the State, Contractor will, at its sole cost and expense, promptly remediate its Software to align with Contractor’s stated WCAG 2.0 Level AA conformance claims in accordance with plans and timelines that are approved in writing by the State. If Contractor is unable to resolve such issues in a manner acceptable to the State, in addition to all other remedies available to the State, the State may terminate this Contract for cause under Section 7.1 of the Contract Terms and Conditions.
1.4 Contractor must, without limiting Contractor’s obligations of indemnification as further described in this Contract, indemnify, defend, and hold harmless the State for any and all claims, including reasonable attorneys’ fees, costs, and incidental expenses, which may be suffered by, accrued against, charged to, or recoverable from the State arising out of its failure to comply with the foregoing accessibility standards
1.5 Failure to comply with the requirements in this Section shall constitute a material breach of this Contract.
2. Nondiscrimination. Under the Elliott-Larsen Civil Rights Act, 1976 PA 453, MCL 37.2101, et seq., the Persons with Disabilities Civil Rights Act, 1976 PA 220, MCL 37.1101, et seq., and Executive Directive 2019-09, Contractor and its subcontractors agree not to discriminate against an employee or applicant for employment with respect to hire, tenure, terms, conditions, or privileges of employment, or a matter directly or indirectly related to employment, because of race, color, religion, national origin, age, sex (as defined in Executive Directive 2019-09), height, weight, marital status, partisan considerations, any mental or physical disability, or genetic information that is unrelated to the person’s ability to perform the duties of a particular job or position. Breach of this covenant is a material breach of the Contract
3. Contractor Representation. Contractor is neither currently engaged in nor will engage in the boycott of a person based in or doing business with a strategic partner as described in 22 USC 8601 to 8606.
In addition, the Parties affirm their original intent in entering into this Contract as follows:
WHEREAS the Contract has an initial Effective Date of 10/15/2015;
WHEREAS the Contract was executed with the following typographical errors as follows: Many section references contained in the Contract erroneously refer to “Error! Reference Source not found.”, instead of referring to the number of the appropriate and intended section;
WHEREAS the parties wish to correct the erroneous error references as of the Effective Date, without impacting the validity or substance of any of the subsequent Change Notices to date;
WHEREAS, Exhibit A is not intended to and does not modify the substance of the Contract, Exhibit A merely corrects certain typographical errors contained in the Contract so that the intent of the parties, at the time of the initial execution of the Contract, is correctly reflected;
NOW THEREFORE, the parties acknowledge and agree that the terms contained in the attached Exhibit A represent the true and correct terms of the Contract, as it was executed on the Effective Date. The Contract remains subject to all Change Notices and any other properly executed amendments to, or modifications of, its terms executed subsequent to its Effective Date of 10/15/20.
All other terms of the Contract remain unchanged.
https://www.michigan.gov/whitmer/0,9309,7-387-90499_90704-486781--,00.html https://www.michigan.gov/whitmer/0,9309,7-387-90499_90704-486781--,00.html
EXHIBIT A
This Software as a Service Contract (this “Contract”) is agreed to between the State of Michigan (the “State”) and Socrata, Inc. (“Contractor”), a Seattle Washington Company. This Contract is effective on 10/15/2015 (“Effective Date”), and unless earlier terminated, will expire on 10/14/2016 (the “Term”).
This Contract may be renewed for up to four (4) additional one (1) year period(s). Renewal must be by written notice from the State and will automatically extend the Term of this Contract.
1. Definitions.
“Action” has the meaning set forth in Section 13.1.
“Allegedly Infringing Features” has the meaning set forth in Section 13.3(b)(ii).
“Authorized Users” means all Persons authorized by the State to access and use the Services through the State’s account under this Contract, subject to the maximum number of users specified in the applicable Statement of Work.
“Availability Requirement” has the meaning set forth in Section 5.1.
“Business Day” means a day other than a Saturday, Sunday or State or Federal Holiday.
“Change Notice” has the meaning set forth in Section 2.2.
“Confidential Information” has the meaning set forth in Section 10.1.
“Contract” has the meaning set forth in the preamble.
“Contract Administrator” is the individual appointed by each party to (a) administrator the terms of this Contract, and (B) approves and executes any Change Notices under this Contract. Each party’s Contract Administrator will be identified in the Statement of Work.
“Contractor” has the meaning set forth in the preamble.
“Contractor Personnel” means all employees and agents of Contractor, all Subcontractors and all employees and agents of any Subcontractor, involved in the performance of Services.
“Contractor Security Officer” has the meaning set forth in Section 2.5(a).
“Contractor Service Manager” has the meaning set forth in Section 2.5(a).
“Contractor Systems” has the meaning set forth in Section 11.3.
“Critical Service Error” has the meaning set forth in Section 6.4.
“Documentation” means all generally available documentation relating to the Services, including all user manuals, operating manuals and other instructions, specifications, documents and materials, in any form or media, that describe any component, feature, requirement or other aspect of the Services, including any functionality, testing, operation or use thereof.
“Effective Date” has the meaning set forth in the preamble.
“Fees” has the meaning set forth in Section 8.1.
“Force Majeure Event” has the meaning set forth in Section 17.1.
“Harmful Code” means any software, hardware or other technologies, devices or means, the purpose or effect of which is to: (a) permit unauthorized access to, or to destroy, disrupt, disable, distort, or otherwise harm or impede in any manner, any (i) computer, software, firmware, hardware, system or network, or (ii) any application or function of any of the foregoing or the integrity, use or operation of any data Processed thereby; or (b) prevent the State or any Authorized User from accessing or using the Services or Contractor Systems as intended by this Contract, and includes any virus, bug, trojan horse, worm, backdoor or other malicious computer code and any time bomb or drop dead device.
“Hosted Services” has the meaning set forth in Section 2.1(a).
“Intellectual Property Rights” means any and all rights comprising or relating to: (a) patents, patent disclosures and inventions (whether patentable or not); (b) trademarks, service marks, trade dress, trade names, logos, corporate names and domain names, together with all of the goodwill associated therewith; (c) authorship rights, copyrights and copyrightable works (including computer programs) and rights in data and databases; (d) trade secrets, know-how and other confidential information; and (e) all other intellectual property rights, in each case whether registered or unregistered and including all applications for, and renewals or extensions of, such rights, and all similar or equivalent rights or forms of protection provided by applicable Law in any jurisdiction throughout the world.
“Law” means any statute, law, ordinance, regulation, rule, code, order, constitution, treaty, common law, judgment, decree or other requirement or rule of any federal, state, local or foreign government or political subdivision thereof, or any arbitrator, court or tribunal of competent jurisdiction.
“Loss” means all losses, damages, liabilities, deficiencies, claims, actions, judgments, settlements, interest, awards, penalties, fines, costs or expenses of whatever kind, including reasonable attorneys’ fees and the costs of enforcing any right to indemnification hereunder and the cost of pursuing any insurance providers.
“Losses” has a correlative meaning.
“Person” means an individual, corporation, partnership, joint venture, limited liability company, governmental authority, unincorporated organization, trust, association or other entity.
“Program Manager” has the meaning set forth in Section 2.8.
“Process” means to perform any operation or set of operations on any data, information, material, work, expression or other content, including to (a) collect, receive, input, upload, download, record, reproduce, store, organize, combine, log, catalog, cross-reference, manage, maintain, copy, adapt, alter, translate or make other improvements or derivative works, (b) process, retrieve, output, consult, use, disseminate, transmit, submit, post, transfer, disclose or otherwise provide or make available, or (c) block, erase or destroy. “Processing” and “Processed” have correlative meanings.
“Representatives” means a party’s employees, officers, directors, consultants, legal advisors and, with respect to Contractor, Contractor’s Subcontractors.
“RFP” means the State’s request for proposal designed to solicit responses for Services under this Contract.
“Scheduled Downtime” has the meaning set forth in Section 5.2.
“Service Availability Credits” has the meaning set forth in Section 5.3.
“Service Error” means any failure of any Hosted Service to be available or otherwise perform in accordance with this Contract and the Specifications.
“Service Level Failure” means a failure to perform the Support Services fully in compliance with the Support Service Level Requirements.
“Service Period” means a calendar month.
“Service Software” means Contractor’s Socrata software application or applications and any third-party or other software, and all new versions, updates, revisions, improvements and modifications of the foregoing, that Contractor provides remote access to and use of as part of the Services.
“Services” has the meaning set forth in Section 2.1.
“Specifications” means the specifications for the Services set forth in the applicable Statement of Work and, to the extent consistent with and not limiting of the foregoing, the Documentation.
“State” has the meaning set forth in the preamble.
“State Data” means any and all information, data, materials, works, expressions or other content that are uploaded, submitted, posted, transferred, transmitted or otherwise provided or made available by or on behalf of the State or any Authorized User for Processing by or through the Hosted Services.
“State Marks” has the meaning set forth in Section 9.6.
“State Modification” has the meaning set forth in Section 13.2(a).
“State Systems” means the information technology infrastructure, including the computers, software, databases, electronic systems (including database management systems) and networks, of the State or any of its designees.
“Statement of Work” means the applicable order form detailing the Services to be provided by Contractor.
“Subcontractor” means any entity that performs any Services under this Contract and otherwise has the meaning set forth in Section 2.4(a).
“Support Request” has the meaning set forth in Section 6.4(a).
“Support Service Level Requirements” has the meaning set forth in Section 6.4.
“Support Services” has the meaning set forth in Section 6.
“Term” has the meaning set forth in the preamble.
“Transition Period” has the meaning set forth in Section 7.3.
“Transition Responsibilities” has the meaning set forth in Section 7.3.
“User Data” means any and all information reflecting the access or use of the Hosted Services by or on behalf of the State or any Authorized User, including any end user profile, visit, session, impression, clickthrough or click-stream data and any statistical or other analysis, information or data based on or derived from any of the foregoing.
2. Services.
2.1 Services. Throughout the Term and at all times in connection with its actual or required performance under this Contract, Contractor will, in accordance with all terms and conditions set forth in this Contract and each applicable Statement of Work, provide to the State and its Authorized Users the following services (“Services”):
(a) the hosting, management and operation of the Service Software and other services for remote electronic access and use by the State and its Authorized Users (“Hosted Services”) as described in one or more written, sequentially numbered, statements of work referencing this Contract, including all Specifications set forth in such statements of work.
(b) service maintenance and the Support Services as set forth in Section 6. and in the applicable Statement of Work; and
(c) such other services as may be specified in the applicable Statement of Work.
2.2 Statements of Work. Statements of Work will be effective only when signed by the Contract
Administrator and Contractor. Any modifications or changes to the Services under any executed Statement of Work will be effective only if and when memorialized in a mutually agreed written change notice (“Change Notice”) signed by both Parties, provided, however, that for any Services provided on a limited basis (for example, on a per user, server, CPU or named-user basis), the State may, at any time, increase or decrease the number of its licenses hereunder subject to a corresponding forward-going adjustment of the Fees to reflect these changes in accordance with the pricing set forth in the applicable Statement of Work.
2.3 Compliance With Laws. Contractor must comply with all applicable Laws as they concern this Contract, including by securing and maintaining all required and appropriate visas, work permits, business licenses and other documentation and clearances necessary for performance of the Services.
2.4 Subcontracting. Contractor will not itself, and will not permit any Person to, subcontract any
Services, in whole or in part, without the State’s prior written consent, which consent may be given or withheld in the State’s sole discretion. Without limiting the foregoing:
(a) Contractor must ensure each Contractor subcontractor (including any subcontractor of a Contractor subcontractor, each, a “Subcontractor”) complies with all relevant terms of this Contract, including all provisions relating to State Data or other Confidential Information of the State;
(b) the State’s consent to any such Subcontractor does not relieve Contractor of its representations, warranties or obligations under this Contract;
(c) Contractor will remain responsible and liable for any and all: (i) performance required hereunder, including the proper supervision, coordination and performance of the Services; and (ii) acts and omissions of each Subcontractor (including, such Subcontractor’s employees and agents, who, to the extent they are involved in providing any Services, are deemed Contractor Personnel) to the same extent as if such acts or omissions were by Contractor;
(d) any noncompliance by any Subcontractor or its employees or agents with the provisions of this
Contract or any Statement of Work will constitute a breach by Contractor;
(e) prior to the provision of Services by any Subcontractor, Contractor must obtain from each such proposed Subcontractor:
(i) the identity of such Subcontractor and the location of all its data centers, if any, that will be used in Processing any State Data, which information Contractor shall promptly disclose to the State in writing; and
(ii) a written confidentiality, restricted use, work-for-hire and intellectual property rights assignment Contract in form and substance acceptable to the State, giving the State rights at least equal to those set forth in Section 9 (State Data), Section 10 (Confidentiality), Section 11 (Security) and Section 12 (Redundancy, Data Backup and Disaster Recovery) and containing the Subcontractor’s acknowledgment of, and agreement to, the provisions of Section 2.5 (Contractor Personnel), a fully-executed copy of which agreement Contractor will promptly provide to the State upon the State’s request.
2.5 Contractor Personnel. Contractor will:
(a) subject to the prior written approval of the State, appoint: (i) a Contractor employee to serve as a primary contact with respect to the Services who will have the authority to act on behalf of Contractor in matters pertaining to the receipt and processing of Support Requests and the Support Services (the “Contractor Service Manager”); and (ii) a Contractor employee to respond to the State’s inquiries regarding the security of the Contractor Systems who has sufficient knowledge of the security of the Contractor Systems and the authority to act on behalf of Contractor in matters pertaining thereto (“Contractor Security Officer”); and (iii) other Key Personnel, who will be suitably skilled, experienced and qualified to perform the Services;
(b) provide names and contact information for Contractor’s Key Personnel.
(c) upon the reasonable written request of the State, promptly replace any Key Personnel of
Contractor.
2.6 Management and Payment of Contractor Personnel. Contractor is solely responsible for the payment of Contractor Personnel, including all fees, expenses and compensation to, by or on behalf of any Contractor Personnel and, if applicable, the withholding of income taxes and payment and withholding of social security and other payroll taxes, unemployment insurance, workers’ compensation insurance payments and disability benefits.
Contractor will ensure that no Person who has been convicted of a felony or any misdemeanor involving, in any way, theft, fraud, or bribery provides any Services or has access to any State Data or other Confidential Information of the State.
2.7 Time of the Essence. Contractor acknowledges and agrees that time is of the essence with respect to its obligations under this Contract and that prompt and timely performance of all such obligations, including all timetables and other requirements of this Contract and each Statement of Work, is strictly required.
2.8 State Program Manager. The State will appoint and, in its reasonable discretion, replace, a State employee to serve as the primary contact with respect to the Services who will have the authority to act on behalf of the State in matters pertaining to the Support Services, including the submission and processing of Support Requests (the “State Program Manager”).
3. License Grant and Restrictions.
3.1 License Grant. Contractor hereby grants to the State a nonexclusive right to use and access the Services up to the capacity purchased. Contractor hereby grants to the State, a limited, nonexclusive, nonsublicensable, non-transferable term license to access and use the Services and the Service Software made available by Contractor, if any, for use by the State with the Services, including the right to load, store and display State Data (defined below) on the Services.
3.2 License Restrictions. The State will not use or authorize the use of the Services in any manner or for any purpose that is unlawful under applicable Law State may not: operate or use the Services on behalf of other entities or persons (e.g., operate as a service bureau) other than as may be approved by Contractor; modify or otherwise make any derivative uses of the Services, or any portion thereof; or reverse engineer the Services.
3.3 Except for the rights expressly granted to the State, Contractor retains all of its intellectual property rights in the Services and underlying software, and no rights, title or interest to the underlying software are transferred to the State.
3.4 Excess Use. If the State’s use of the Hosted Services exceeds the volume of use permitted by the license then in effect under Section 3.1 and the applicable Statement of Work (including as to the number of uses, users, machines or locations), the State will pay Contractor the Fees attributable to the excess use in accordance with Section 8. Such Fees will be Contractor’s sole and exclusive remedy for such excess use.
4. Service Preparation.
4.1 Service Preparation. Promptly upon the parties’ execution of a Statement of Work, Contractor will take all steps necessary to make the Services procured thereunder ready and available for the State’s use in accordance with the Statement of Work and this Contract, including any applicable milestone date or dates set forth in such Statement of Work.
5. Service Levels.
5.1 Contractor will maintain a system uptime of 99% (determined monthly), seven (7) days a week, twenty-four (24) hours per day, not including any unavailability that: (i) results from regularly Scheduled Downtime as set forth in Section 5.2; (ii) results from failure of State’s hardware or software; (iii) results from the failure of a communication service or other outside service or equipment not within the control of Contractor; or (iv) is beyond the reasonable control of Company (the “Availability Requirement”).
5.2 Scheduled Downtime. Contractor must notify the State at least twenty-four (24) hours in advance of all scheduled outages of the Hosted Services in whole or in part (“Scheduled Downtime”). All such scheduled outages will occur no more frequently than once per week.
5.3 Remedies for Service Availability Failures. If the actual availability of the Hosted Services is less than the Availability Requirement for any Service Period, such failure will constitute a Service Error for which
Contractor will issue to the State the following credits on the Fees payable for Hosted Services provided during the Service Period (“Service Availability Credits”):
Availability Credit of Fees ≥99.0% None <99.0% but ≥95.0% 15% <95.0% 50%
Any Service Availability Credits due under this Section 5.3 will be applied in accordance with Section 8.10. If the actual availability of the Hosted Services is less than the Availability Requirement in any two (2) of four (4) consecutive Service Periods, then, in addition to all other remedies available to the State, the State may terminate this Contract and/or the applicable Statement of Work on written notice to Contractor with no liability, obligation or penalty to the State by reason of such termination.
6. Support and Maintenance Services. Contractor will provide support services (collectively, “Support Services”) in accordance with the provisions of this Section 6. The Support Services are included in the Services, and Contractor may not assess any additional Fees, costs or charges for such Support Services.
6.1 Support Service Responsibilities. Contractor will:
(a) correct all Service Errors in accordance with the Support Service Level Requirements, including by providing defect repair, programming corrections and remedial programming;
(b) provide unlimited telephone support during the hours of 9 a.m. to 9 p.m. Eastern Time on
Business Days;
(c) Provide online access to technical support bulletins and other user…
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