70-M0087-26-CP404_SS_Advanced_Posting Packet.pdf.PDF

Back to All Requests

Advanced Utility Billing System 2027-249-Request

Status:

Review

Amount:

$2,416,966.61

Last Action:

Approved

Actions

SOLE SOURCE REQUEST AND DETERMINATION

Name of Request

Advanced Utility Billing System

Created On

09/16/2026

Summary of Request

The City of Santa Fe Public Utilities Department respectfully requests review and approval of Amendment No. 1 to Munis Contract No.

3250248 with Advanced Utility Systems, a business unit of N. Harris Computer Corporation, for the implementation, continued development, and support of the City’s new utility billing system.

The amendment will incorporate the Phase 2 Statement of Work and authorize additional services and functionality to support the continued development and operational use of CIS Infinity. Phase 2 includes additional system interfaces, electronic payment integration, automation, business-process review, utility rate configuration, and onsite implementation support. The Phase 2 SOW consists of six individual scopes of work: Conservation/OpenGov/Syncta/Customer Contact Center interfaces; EBPP Payment Interface;

Scheduler Implementation; Business Process Review; Utility Billing Tier Rate Change; and On-Site Support

Amendment No. 1 increases the contract compensation by $2,416,966.61, resulting in a total contract amount not to exceed $5,910,526.61, excluding applicable taxes. The amendment also extends the contract term from September 27, 2029, through October 31, 2031, to provide sufficient time for completion of the additional implementation activities and continued support.

No Background or Category Codes

Requestor

AR Andrea Radosavljevic

Approval Group

Utility Billing

Creator

AR Andrea Radosavljevic

Desired Delivery Date

09/16/2026

Fiscal Year

FY27

Purchase Details

Total Budget Amount $2,416,966.61

Sole Source Assessment

Date of Submission:

Edit

Edit

Edit

Step 4 of 6

Procurement Analyst Posting Waiting For

KM Kristy Miera Procurement Analyst Senior

Jump To:

On Hold Reject Approve

SOLE SOURCE REQUEST AND DETERMINATION Purchase Details Sole Source Assessment Attachments1

Create

9/17/26, 10:40 AM Request Approval https://procurement.opengov.com/governments/1784201/requisitions/75172 1/4 https://procurement.opengov.com/governments/1784201/requisitions https://procurement.opengov.com/

09/16/2026

Department Contact:

Andrea Radosavljevic

Email:

airadosavljevic@santafenm.gov

Phone Number (505)955-4368

Quantity of the Goods or Service 2 Years

Type of Good or Service Maintenance

Justification Sole Vendor

Explain the Purpose/Need of the Purchase The current Utility Billing System (UCIS) is over 20 years old and is no longer in compliance with the current city Standards. UCIS no longer has Vendor support and does not enable a consistent billing process.

Conversion:

To Contract

Term of Contract (Sole Source) 2 Years

Department Criteria:

The need to have a versatile utility system that can seamlessly connect to external programs & allows COSF End Users to use one system to complete dynamic tasks.

Vendor Name Advanced Utility Systems

Vendor's Address 8133 Warden Avenue Suite 700, Markham ON L6G 1B3

Assessment of Vendor's Exclusive Qualifications:

The vendor has unique experiences with Utility Billing system upgrades. Advanced is the only company authorized to install & maintain CIS Infinity. Additionally, the Vendor has completed over 55% of the system implementation. Derailing from Advance’s progression would result in an increase in cost and a prolonged project timeline.

Explanation of Unsuitable Alternatives Advanced is the only company legally authorized to implement and maintain the CIS Infinity System. Releasing Advanced and locating a similar system would lead to a massive increase in cost for this current Utility Billing System Project.

Place checkmarks to affirm this request aligns with each of the requirements in NMSA 1978, Section 13-1-126 There is only one source for the required service, construction, or item of tangible personal property.

The service, construction, or item of tangible personal property is unique and this uniqueness is substantially related to the intended purpose of the contract.

Other similar services, construction, or items of tangible personal property cannot meet the intended purpose of the contract.

Place checkmarks to affirm you agree and have included these documents The vendor has affirmed sole source for the services, construction, or items of tangible personal property by providing a letter on company letterhead signed by leadership affirming they are the sole provider of the goods/services outlined in the scope of work, and documentation has been provided that due diligence was conducted to identify other possible vendors/contractors to provide the requested services/goods but proved unsuccessful.

Itemized price quote from sole source vendor fully detailing costs for goods/services in scope of work. (Must state whether they are going to charge tax or not.)

9/17/26, 10:40 AM Request Approval https://procurement.opengov.com/governments/1784201/requisitions/75172 2/4

If contract value exceeds CM Approval Amount, include agenda item to present to 2 Committees and Governing Body.

The requesting department has verified through Pavilion, internet searches, and other market research that these sources are not available from alternative vendors.

Attachments

Uploaded Documents

Edit

AUS sole source letter 92026.docx.pdf

Quote- Support and Maintenance and Various SOWs - September 11.docx

Request Submitted

Director

Approved

Director Review

JB Josie Bolden

Approved by Josie Bolden on 9/16/26 at 8:30am

Procurement Analyst Review 1

Approved

CPO Review

Approved

0 of 1 Approvals Needed

Travis Dutton-Leyda Chief Procurement Officer (CPO)

JL JoAnn D. Lovato Montaño Procurement Manager

Approved by Travis Dutton-Leyda on 9/17/26 at 8:58am

4 Procurement Analyst Posting

Waiting for Approval

5 CPO 30 day Review

Not Started

Workflow

Edit

9/17/26, 10:40 AM Request Approval https://procurement.opengov.com/governments/1784201/requisitions/75172 3/4 https://og-pro-production-req-attach-use1.s3.us-east-1.amazonaws.com/75172/85468b47-96e6-4a76-b461-76dfeef3f3aa_AUS_sole_source_letter_92026.docx.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIA47RIURE4G4C7FXFC%2F20260917%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260917T160534Z&X-Amz-Expires=72000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEGcaCXVzLWVhc3QtMSJHMEUCIHHgMbyuKn1WPTToZUI%2BuGRgM2ybgKQJvjhY%2FsgK3B9SAiEA8JjcV8Y7%2Fnms%2BcTrlBueZkPD4U%2FWrdElCWLKbYBIzocqigUIMBACGgw4OTIzNjQ2ODc2NzIiDCH6o7e9fcEZ4YkvzirnBNAyEwy1pPxE5rFyyFsPzleBss0FkY%2F7lLaBwTxy4Audv86F29B6o4U1o%2BtfiuM4rl0yEr9ZyBB18VpeYT3nBo9eTGdF7heFPWYCw17OD16iuIJT6Yq4R7ldekZJb1TEtPgZsAZ8V%2BCE6AcxZThmMDsyK%2FOzgSUmQKzLnJtWPorykEivQ7Ohu8MbSeCqhbBW3upr4tfkg0nrRhYy0y9USdSRlS6nH5ER2rXEMLNIKyxDB6yPwO18IrhAoQMhxKBLVs4c8Sm6JR%2BZ%2FNz4lzMEAaoaxBHLZGx8Pp7ExRlNr4mNaopiqN9UxElAM9qvP%2FLUEbyUIxfsoOaWOQ0ZoDutlpb6PyUubY3LDQpwcRMzFhHnUcv6IhVoDbNJC3LuH70rgC%2FVPGIpMQ6bTgj46LrSEYpbMKoo%2Fe2HGv1fdVey7DyzmPi1JCw0N6RjT3S7CbyvIIWUJ0PufOrlF76ve1WPBBoKsFyR8nxelAEsR5ks2oOzHO5YUMEf77NLXOAG0Iik11BELz53WS1mkwsoUbM%2Bp0TzW6%2FGprY9f3AI8C7WmapqHg%2BYWu%2B6BAzLrnPennuMM7xGwfYxTqc9JevTeWpUgmNDlfWE%2FSvDQZuZqFpx1ws8YoBJKV%2FUw7354z1CUNiyGY%2B%2FypPalXtDZnnaIbW7BVl%2FQApcYwnnE6qDCDROjoykvclIGc0zoLZNE2CbuBVBhjMLVgs3wF0PV%2B6Q6yZpJwPBqzZa0cN2ItuOBDqU%2F8L3a9%2B7Xj0HKZIq2mmnal82aCwO3I5dn8w6ZqUmVs6OSNu%2Fpw5ZG2NlpacVLAs0RdegIFTY0BKuSDDY76%2FVBjqZAa7tQdQSGLf%2BscI7Qz4tGyTBUlFJeme57yDrIVnxtFAXDmICIM6fXO%2BLJ%2BzF58chxeXyVpzpW502t7MPM3okynhlOugHcGokNFtPWY9dCIruUEEFbekaiaHzghtWDqnfZMP5ENWmE5c74P4EUwDBD5hqMW0DgleJOk8%2BfjpBCxLY03WQGf57HLlJ4h0KVX%2BrC92u0RvO%2BUr8VQ%3D%3D&X-Amz-Signature=194bff52306af9bc4955806042f5173f1d0099a7c20c2dcbac9fc7529343d960&X-Amz-SignedHeaders=host&response-content-disposition=attachment%3B%20filename%3D%22AUS_sole_source_letter_92026.docx.pdf%22&x-id=GetObject https://og-pro-production-req-attach-use1.s3.us-east-1.amazonaws.com/75172/5f482229-73e2-4061-a92e-724673a0cf52_Quote-_Support_and_Maintenance_and_Various_SOWs_-_September_11.docx?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIA47RIURE4G4C7FXFC%2F20260917%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260917T160534Z&X-Amz-Expires=72000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEGcaCXVzLWVhc3QtMSJHMEUCIHHgMbyuKn1WPTToZUI%2BuGRgM2ybgKQJvjhY%2FsgK3B9SAiEA8JjcV8Y7%2Fnms%2BcTrlBueZkPD4U%2FWrdElCWLKbYBIzocqigUIMBACGgw4OTIzNjQ2ODc2NzIiDCH6o7e9fcEZ4YkvzirnBNAyEwy1pPxE5rFyyFsPzleBss0FkY%2F7lLaBwTxy4Audv86F29B6o4U1o%2BtfiuM4rl0yEr9ZyBB18VpeYT3nBo9eTGdF7heFPWYCw17OD16iuIJT6Yq4R7ldekZJb1TEtPgZsAZ8V%2BCE6AcxZThmMDsyK%2FOzgSUmQKzLnJtWPorykEivQ7Ohu8MbSeCqhbBW3upr4tfkg0nrRhYy0y9USdSRlS6nH5ER2rXEMLNIKyxDB6yPwO18IrhAoQMhxKBLVs4c8Sm6JR%2BZ%2FNz4lzMEAaoaxBHLZGx8Pp7ExRlNr4mNaopiqN9UxElAM9qvP%2FLUEbyUIxfsoOaWOQ0ZoDutlpb6PyUubY3LDQpwcRMzFhHnUcv6IhVoDbNJC3LuH70rgC%2FVPGIpMQ6bTgj46LrSEYpbMKoo%2Fe2HGv1fdVey7DyzmPi1JCw0N6RjT3S7CbyvIIWUJ0PufOrlF76ve1WPBBoKsFyR8nxelAEsR5ks2oOzHO5YUMEf77NLXOAG0Iik11BELz53WS1mkwsoUbM%2Bp0TzW6%2FGprY9f3AI8C7WmapqHg%2BYWu%2B6BAzLrnPennuMM7xGwfYxTqc9JevTeWpUgmNDlfWE%2FSvDQZuZqFpx1ws8YoBJKV%2FUw7354z1CUNiyGY%2B%2FypPalXtDZnnaIbW7BVl%2FQApcYwnnE6qDCDROjoykvclIGc0zoLZNE2CbuBVBhjMLVgs3wF0PV%2B6Q6yZpJwPBqzZa0cN2ItuOBDqU%2F8L3a9%2B7Xj0HKZIq2mmnal82aCwO3I5dn8w6ZqUmVs6OSNu%2Fpw5ZG2NlpacVLAs0RdegIFTY0BKuSDDY76%2FVBjqZAa7tQdQSGLf%2BscI7Qz4tGyTBUlFJeme57yDrIVnxtFAXDmICIM6fXO%2BLJ%2BzF58chxeXyVpzpW502t7MPM3okynhlOugHcGokNFtPWY9dCIruUEEFbekaiaHzghtWDqnfZMP5ENWmE5c74P4EUwDBD5hqMW0DgleJOk8%2BfjpBCxLY03WQGf57HLlJ4h0KVX%2BrC92u0RvO%2BUr8VQ%3D%3D&X-Amz-Signature=807e0305893132baa08ad82e0398394c69d5a15f0731d840a72a1b83f532b9a6&X-Amz-SignedHeaders=host&response-content-disposition=attachment%3B%20filename%3D%22Quote-_Support_and_Maintenance_and_Various_SOWs_-_September_11.docx%22&x-id=GetObject

6 Analyst Notification

Not Started

9/17/26, 10:40 AM Request Approval https://procurement.opengov.com/governments/1784201/requisitions/75172 4/4

8133 Warden Ave, Floor 7, Markham, Ontario, Canada L6G 1B3 · (416) 496-0149 · info@advancedutility.com

September 15, 2026

To whom it may concern, Advanced Utility Systems, an unincorporated division of N. Harris Computer Corporation, is the sol authorized provider of integration services for the CIS Infinity solution. This status applies to all installation, maintenance, and integration work associated with CIS Infinity and ServiceLink, also a product of N.

Harris Computer Corporation.

As the developer and owner of CIS Infinity, Advanced Utility Systems possesses the proprietary knowledge, technical resources, and authorized access required to deliver and support this solution. No other company is authorised or positioned to perform this work.

Our team has extensive experience and proprietary support applications to integrate CIS Infinity and its complementary systems, including ServiceLink, and is committed to delivering reliable professional service to our utility clients.

Sincerely, Mark Wikinson Executive Vice President Advanced Utility Systems tel:(416)%20496-0149

AMENDMENT NO. 2 TO GENERAL SERVICES CONTRACT

This AMENDMENT NO. 2 TO THE GENERAL SERVICES CONTRACT (“Amendment”) is made and entered on the date of the last signatory noted below by Advanced Utility Systems, a division of N. Harris Computer Corporation (“Harris”) and City of Santa Fe, New Mexico (the “Organization”).

Harris and the Organization are sometimes collectively referred to herein as the “Parties” and individually as a “Party”.

RECITALS:

WHEREAS, the Parties entered into that certain General Services Contract (“Agreement”) on September 27, 2024; and

WHEREAS, the Parties previously amended the Agreement on [PRIOR

AMENDMENT DATE], as Amendment No. 1 , to increase the compensation total for the annual CIS Infinity fees; and

WHEREAS, the parties wish to extend and provide pricing for Support and Maintenance services for another five (5) years, beginning November 1, 2026;

NOW, THEREFORE, for and in consideration of the mutual promises and undertakings set forth herein, the Parties hereby agree as follows:

1. Extension of Support and Maintenance Agreement. The term of this Agreement is hereby extended for Five (5) years, from November 1, 2026 through and including October 31, 2031.

2. Amendment to Exhibit “1”, Annual Support and Maintenance Fee.

Exhibit “1” is hereby amended to add the following new text:

Quantity Description Annual Fees

1 Year 1 (Nov 1, 2026 – Oct 31, 2027)

• CIS Infinity Hosting ($182,280.00)

• REST API ($25,200.00)

$207,480.00

1 Year 2 (Nov 1, 2027 – Oct 31, 2028)

• CIS Infinity Hosting ($191,394.00)

• REST API ($26,460.00)

$217,854.00

1 Year 3 (Nov 1, 2028 – Oct 31, 2029)

• CIS Infinity Hosting ($200,963.70)

• REST API ($27,783.00)

• Infinity Mobile Enterprise (ServiceLink)

($49,074.90)

$277,821.60

1 Year 4 (Nov 1, 2029 – Oct 31, 2030)

• CIS Infinity Hosting ($211,011.89)

• REST API ($29,172.15)

($51,528.65)

$291,712.69

1 Year 5 (Nov 1, 2030 – Oct 31, 2031)

• CIS Infinity Hosting ($221,562.48)

• REST API ($30,630.76)

($54,105.08)

$306,298.32

Subtotal $1,301,166.61

This pricing will remain in effect provided no additional licenses are added and no additional products or services are purchased. Should any additional licenses or products/services be acquired, the annual support and maintenance fees will be adjusted accordingly.

3. Amendment to Update Support Guidelines. The Harris Standard Support and Maintenance Guidelines appended to the Agreement as Exhibit “2” are hereby superseded and replaced in their entirety with updated Standard Support and Maintenance Guidelines appended hereto as Amended Exhibit “2”.

4. Additional Statements of Work. From time to time during the term, the Parties may engage additional professional or other services by executing one or more written statements of work (each, a “SOW”) that reference this Agreement. The Statement of Work for the Santa Fe Phase 2 services, dated September 11, 2026 and attached hereto as

Exhibit "3", is hereby incorporated as the first such SOW. Harris shall have no obligation to commence any services under a SOW until such SOW has been signed by both Parties and any deposit or purchase order required by Harris has been received. Each SOW, upon execution by authorized representatives of both Parties, shall be incorporated into and governed by the terms and conditions of the Agreement, as amended. Each SOW shall set out, at a minimum, a description of the services to be performed, the applicable fees, and any milestones, deliverables, or schedule. The services provided under any SOW are billable services that are out of scope of the annual Support and Maintenance services, and the fees for such services shall be separate from and in addition to the Support and Maintenance fees set forth in Section 2. SOW fees shall be charged at Harris's then‑current rates and shall not be included in, subject to, or limited by the payment schedule, subtotal, pricing limitations, or annual increase set forth in Section 2.

Except as expressly otherwise set forth in the applicable SOW, the terms and conditions of the Agreement shall apply to all services performed thereunder.

5. Remaining Terms Unaffected. All other terms and conditions of the Agreement as previously amended shall remain in full force and effect.

IN WITNESS WHEREOF, the Parties have executed this Amendment No. 2 as of the day and year last written below.

N. Harris Computer Corporation

By: _______________________________

Name: _____________________________

Title: ______________________________

Date: ______________________________

City of Santa Fe, New Mexico

By: _______________________________

Name: ____________________________

Title: _____________________________

Date: _____________________________

Amended Exhibit “2” Standard Support and Maintenance Guidelines

The purpose of this Exhibit 2 is to provide the Organization with information on our standard coverage, the services included as part of annual software support, an overview of how support requests are classified and prioritized, an outline of our escalation procedures, and other important support‑related details.

Harris reserves the right to make modifications to this document as required;

provided, however, Harris shall not reduce the scope of support provided hereunder without the prior consent of the Organization.

The services listed below are services that are included as part of your software support.

• 800 Toll Free Telephone support

• Software for Life

• Guaranteed Support on your existing applications for life

• Scheduled assistance for installations, updates and other special projects (there may be charges depending on the scope of work)

• Technical troubleshooting and issue resolution

• Ticket Notification via email

• eSupport access 24 x 7 with the following on-line benefits:

- Log and close calls

- View and update calls

- Update contact information

- Access published documentation

- Access available downloads

- Access Support knowledge base

- Participate in Discussion Forums

• Standard software releases and updates

- Defect corrections (as warranted)

- Standard planned enhancements

- State and/or Federal mandated changes (charges may exist depending on scope)

- Participation in beta program

- Release notes

• Customer Care Program

- Quarterly Newsletter with support tips

- Periodic or scheduled informational webinars, as available

- Communication on new products and services

- On-site visits (as required)

• Design review for potential enhancements or custom modifications

• Ability to attend the annual customer conference (attendance and travel expenses apply)

• Ability to attend the regional user group meetings (attendance and travel expenses apply)

Help Desk Hours

Our standard hours of support are from 8:00 a.m. EST to 8:00 p.m. EST, Monday to Friday, excluding designated statutory holidays. After hours telephone support is available for any emergency issues. Weekend and holiday assistance is available and must be scheduled in advance and in most cases is billable.

Response Times

Response times may vary based on the priority and severity of each call.

While we aim to address support requests in the order they are received, some calls may be prioritized or escalated based on the urgency and business impact of the issue reported.

To ensure timely and effective support, our response times are guided by the severity level assigned to the call, as outlined below.

Critical – System Down: 0 - 1 hour

High – Major Functionality Impaired/No Workaround: 1 – 4 hours

Medium – Partial Functionality/Workaround Available: 1 - 8 hours

Low – Minor or Informational: 1 - 24 hours

Call Severities

To ensure our support resources are allocated effectively and response times are aligned with business needs, incoming calls are categorized into four severity levels: Critical, High, Medium, and Low. Severity is used to determine our initial response time and level of engagement, based on the urgency and impact of the reported issue. While all requests are important, higher‑severity calls may be prioritized to address issues that require more immediate attention. The criteria used to establish response time guidelines for each severity level are outlined below:

Critical – System Down

• System Down (Software Application, Hardware, Operating System, Database)

High – Major Functionality Impaired/No Workaround

• Inability to process bills

• Program errors without workarounds

• Aborted postings or error messages preventing data integration and update

• Performance issues of severe nature impacting critical processes

Medium – Partial Functionality/Workaround Available

• System errors that have workarounds

• Reports calculation issues

• Printer related issues (related to interfaces with our software and not the printer itself)

• Security issues

• Hand-held issues not preventing billing

• Performance issues not impacting critical processes

• Usability issues

• Workstation connectivity issues (Workstation specific)

Low – Minor or Informational

• Report formatting issues

• Training questions, how to, or implementing new processes

• Aesthetic issues

• Issues with workarounds

• Recommendations for enhancements on system changes

• Questions on documentation

Call Priorities

Priority levels are used to communicate the business urgency and impact of an issue from the Organization’s perspective. This classification is subjective and helps us understand how the issue affects your operations, objectives, or ability to deliver outcomes. By setting a Priority, you are indicating how urgently your business requires attention, rather than the technical severity of the issue.

Priority 1 – Critical Business Impact: The issue prevents your team from performing essential business functions or causes a complete disruption to critical operations, requiring immediate resolution.

Priority 2 – Significant Business Impact: The issue noticeably affects business operations or productivity, however, core functions can continue in a limited capacity, or temporary workarounds are available.

Priority 3 – Standard / Minor Business Impact: The issue impacts efficiency but does not significantly disrupt operations, and your team can continue to work with available workarounds.

Priority 4 – Informational / No Business Impact: A non‑urgent request for information, guidance, or general questions that do not impact business operations.

Requesting Technical Assistance

All issues or questions reported to support are tracked via the ticket website, our technical analysts cannot provide further assistance unless a ticket is logged. Our current process for submitting the request is through our ticket website or you may call our support phone numbers:

• Your request must include, at a minimum: your organization name, primary contact, software product and version, applicable module and/or menu selection, the nature of the issue, a detailed description of your question or concern, relevant screenshots or videos to help illustrate the issue, and any additional information you believe may be helpful.

• Our ticket website or one of our technical analysts will provide you with a Ticket Number to track your issue and your request will be logged into our support tracking database.

• Your request will be stored in a queue and the first available technical analyst will be assigned to deal with your issue.

• As the technical analyst assigned to your request investigates your issue, you will be contacted and advised as to where the issue stands and the course of action that will be taken for resolution. If we require additional information, you will be contacted by the assigned technical analyst to supply the information required.

• Automated reminder notifications may be sent when input is required from your team or when a proposed resolution is ready to be verified or tested, to help ensure the request can be resolved in a timely manner.

• All correspondence and actions associated with your request will be tracked against in our ticket database. At any time, if available to you, you may log onto our website to see the status of your ticket.

• Once the issue has been resolved and the ticket is closed, you will receive an automated email notification confirming the closure. This message will include the full history of the request, from initial submission through resolution. Where access is available, you may also view both open and closed tickets at any time via our support ticket website.

• If your issue needs to be escalated to a development resource or programmer for resolution, your issue will be logged into our internal development tracking database to track the progress of the issue. The ticket will remain open until your issue has been completely resolved.

Issues escalated to development will be scheduled for resolution and may not be resolved immediately depending on the nature and complexity of the issue.

• Contact the Customer Success department at your convenience for a status update on your development issues, or log onto our website (if available to you) to view your issues online.

Escalation Process

Our escalation process is defined below. This process has been put in place to ensure that issues are being dealt with appropriately. If at any time you are not completely satisfied with the resolution of your issue, you are encouraged to escalate with the Customer Success department as follows:

Level 1: Contact the Technical Analyst working on your issue (call/update the ticket)

Level 2: Contact the Team Lead or Manager

Level 3: Contact the Director, Senior Director, Vice President of Customer

Success or Senior Vice President

Level 4: Contact the Executive Vice President

Holiday Schedule

Below is a listing of statutory holidays. Please note that support services will be closed on designated days as outlined below.

New Year's Day (January 1)

Family Day (3rd Monday in February; usually coincides with President’s Day)

Good Friday

Victoria Day (May, Monday preceding May 25th)

Canada Day (July 1)

Civic Holiday (August, first Monday)

Labour Day (same for USA and Canada)

Thanksgiving (Canada – 2nd Monday in October)

Christmas Eve (Early Closure)

Christmas Day (Dec 25)

Boxing Day (Dec 26)

New Year’s Eve (Early Closure)

Billable Requests/Services (Statement of Work)

The services listed below are examples that are out of scope of your support and maintenance agreement and are therefore considered billable services.

• Extended telephone training

• Forms major redesign or creation (includes Bill Prints, Notice Prints and

Letters)

• Setup and changes to interfaces or creation of new interface

• File imports/exports

• Custom modifications (reports, bills, forms, reversal of customizations)

• Setting up additional companies / agencies / tokens / general ledgers

• Data conversions / global modification to setup table data

• Database maintenance, repairs and optimization

• Installations / re-installations (workstations, servers)

Our Customer Success team will further evaluate the request if it’s out of scope and therefore we will advise if the request requires a Statement of Work.

Test Databases and Environments

We support customers in the maintenance of independent test environments for testing purposes. This allows customers the opportunity to test fixes, modifications, new business processes and/or scenarios without risking any potentially unwanted changes to the live environment.

Connection Methods

To ensure we can effectively support our Customers, we require that a communication link is established and maintained between our two sites. It is the Organization’s responsibility to ensure the connection is valid at your location so that we can connect to your site and resolve any issues. Our supported methods of connection are: Direct internet, Virtual Private Network (VPN), Remote Access Server (RAS), and Terminal Services (a backup connection may be required for file transfers) however; Harris will work with the Organization to establish a mutually agreeable remote connection policy

Amended Exhibit “3” Various SOW’s for Phase 2

City of Santa Fe, NM Statement of Work:

Various SOWs for Phase 2

September 11, 2026 Author: Pav Sekhon

TABLE OF CONTENTS

Table of Contents

Points of Contact ..................................................................................... Error! Bookmark not defined.

Introduction .............................................................................................. Error! Bookmark not defined.

Approval Signatures ............................................................................... Error! Bookmark not defined.

Statement of Work #1: ConserveTrack, OpenGov, Syncta & Customer Contact Center Interfaces .................................................................................................... Error! Bookmark not defined.

Statement of Work #2: EBPP Payment Interface........................ Error! Bookmark not defined.

Statement of Work #3: Scheduler Implementation ................... Error! Bookmark not defined.

Statement of Work #4: Business Process Review ....................... Error! Bookmark not defined.

Statement of Work #5: Utility Billing Tier Rate Change ............ Error! Bookmark not defined.

Statement of Work #6: On-Site Support ......................................... Error! Bookmark not defined.

Statement of Work #7: Additional Professional Services .......... Error! Bookmark not defined.

Termination ............................................................................................... Error! Bookmark not defined.

Appendix A – Pricing Summary ......................................................... Error! Bookmark not defined.

POINTS OF CONTACT

Primary Points of Contact (POC) Name Josie Bolden Title Utility Billing Division Director Organization City of Santa Fe Address 200 Lincoln Avenue, Santa Fe, New Mexico 87501 Phone (505) 469-5484 Email jxbolden@santafenm.gov Website https://santafenm.gov/

Primary Points of Contact (POC) Name Carla D. Monroe Title Program Manager - Contractor Organization City of Santa Fe Address 200 Lincoln Avenue, Santa Fe, New Mexico 87501 Phone (505) 504-8240 Email cdmonroe@santafenm.gov

Accounts Payable Contact Name Evangeline Tso-Olivas Title Public Utilities Manager Organization City of Santa Fe Address 200 Lincoln Avenue, Santa Fe, New Mexico 87501 Phone (505) 692-3066 Email eltso-olivas@santafenm.gov mailto:jxbolden@santafenm.gov https://santafenm.gov/ mailto:cdmonroe@santafenm.gov https://santafenm.gov/ mailto:eltso-olivas@santafenm.gov https://santafenm.gov/

INTRODUCTION

City of Santa Fe, NM (“Organization”) has selected Advanced Utility Systems (“Advanced”), a division of N. Harris Computer Corporation (“Harris”), as its vendor partner of choice to assist in the implementation of various Advanced solutions.

This package contains the following Statements of Work:

SOW Number Title 1 ConserveTrack, OpenGov, Syncta and Customer Contact Center

Interfaces 2 EBPP Payment Interface 3 Scheduler Implementation 4 Business Process Review 5 Utility Billing Tier Rate Change 6 On-Site Support 7 Additional Professional Services

This SOW outlines the responsibilities of Harris and the Organization for the project, including the scope of work, high-level timeline, fees, and other terms and conditions specific to the requested services. “The Engagement” refers to the services performed by Harris as described in this SOW.

Except as expressly provided herein, this Statement of Work is performed pursuant to the terms and conditions of the General Services Agreement between the parties dated September 23, 2024.

APPROVAL SIGNATURES

IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Statement of Work on the Effective Date:

City of Santa Fe, NM N. Harris Computer Corp.

Name: Name:

(Signature) (Signature)

Name: Name:

(Print) (Print)

Title: Title:

Date: Date:

STATEMENT OF WORK #1: CONSERVETRACK, OPENGOV,

SYNCTA & CUSTOMER CONTACT CENTER INTERFACES

Objectives

The objective of these interfaces is to enable seamless integration between CIS Infinity and key third-party systems (ConserveTrack, OpenGov, Syncta, and a future Customer Contact Center solution). This includes defining integration objectives, documenting data exchange requirements, assessing technical architecture, and producing interface design recommendations during discovery.

Project Scope

The scope covers the end-to-end integration effort between CIS Infinity and the four external platforms, including discovery, design, and implementation activities. It is limited to defined deliverables and excludes any functionality not explicitly outlined or identified during the discovery process.

ConserveTrack Interface Scope Includes:

• Discovery and requirements workshops

• Business requirements and interface specifications

• Data mapping and solution design

• Development of up to two inbound integrations from ConserveTrack to

CIS Infinity

• System and user acceptance testing support

• Deployment assistance

• Documentation and knowledge transfer

OpenGov Interface Scope Includes:

• Discovery and requirements workshops

• Business requirements and interface specifications

• Data mapping and solution design

• Development of up to five outbound exports from CIS Infinity to

OpenGov

• System and user acceptance testing support

Syncta Backflow Interface Scope Includes:

• Discovery and requirements workshops

• Business requirements and interface specifications

• Data mapping and solution design

• One outbound interface from CIS Infinity to Syncta containing customer and meter information

• One inbound interface from Syncta to CIS Infinity containing backflow inspection and status information

• System and user acceptance testing support

Customer Contact Center Interface Scope Includes:

• Discovery and requirements workshop

• Business requirements and interface specifications

• Data mapping and solution design

• Development of one screen-pop integration between the Customer

Contact Center solution and CIS Infinity

• Retrieval and display of CIS Infinity customer information based on inbound caller identification provided by Customer Contact Centre solution

• System and user acceptance testing support

Discovery activities will confirm:

• Business objectives

• Data requirements

• Data mappings

• Interface frequencies

• Validation requirements

• Exception handling processes

• Final functional specifications

Should discovery identify additional interfaces, materially expanded business workflows, or significantly different technical requirements than currently understood, those items would be reviewed separately through the project's change management process.

Roles & Responsibilities

The roles and responsibilities are summarized below:

Advanced Responsibilities

Advanced is responsible for leading the integration effort, including conducting discovery workshops, defining requirements, designing interface solutions, managing project communications, coordinating technical work, and supporting testing and issue resolution throughout the project lifecycle.

Organization Responsibilities

The City is responsible for providing necessary data, confirming business rules and validation requirements, assigning project resources, participating in meetings, supporting testing activities, and ensuring timely responses to project-related inquiries.

Constraints & Assumptions

The successful delivery of these interfaces depends on several key assumptions:

• Availability and responsiveness of third-party vendors and access to required technical documentation

• Timely decision-making and resource availability from both parties

• Final scope and effort may vary based on discovery outcomes and system readiness

• The City will validate all data ownership, business rules, and integration requirements

• ConserveTrack Interface:

o CIS Infinity to receive conservation or rebate program enrollment information from ConserveTrack and updating customer records within CIS Infinity.

o CIS Infinity to receive completed rebate information from ConserveTrack and applying rebate amounts and related account updates within CIS Infinity.

• OpenGov Interface:

o OpenGov to consume data exported from CIS Infinity rather than requiring a complex bi-directional integration.

• Syncta Interface:

o Syncta to consume data exported from CIS Infinity rather than requiring a complex bi-directional integration.

• The deployment efforts included in this SOW are based on the currently understood requirements and assume standard file-based and data exchange integration patterns.

Project Approach

Advanced will follow a phased, discovery-first approach, beginning with requirements gathering and technical assessment, followed by detailed design and coordinated implementation. Ongoing collaboration with third-party vendors is required, and scope refinement may occur as additional requirements are identified during discovery.

Fees and Payments

The following fees and payments are based on the scope outlined within this

SOW.

One-time Fees

DESCRIPTION FEES

Advanced Professional Services

• ConserveTrack Interface - $40,300

• OpenGov Interface - $92,820

• Syncta Backflow Interface - $62,920

• Customer Contact Center Interface - $31,460

$227,500

TOTAL ONE-TIME FEES $227,500

Total Project Fees (Year 1)

TOTAL YEAR 1 FEES $227,500

Fees and Payment Assumptions

1. All prices are quoted in USD.

2. Any Annual recurring fees outlined above will be added to the existing annual recurring fees. Beyond Year 1, Annual Recurring Fees are due on the anniversary of the Effective Date.

3. Estimates are based on typical efforts to implement the interfaces for clients of similar size, complexity, and requirements as Organization. Actual costs may vary depending upon factors such as:

configurations, testing, training, and Organization resource availability.

4. Price excludes any applicable taxes, duties, and fees.

5. While travel is optional and available, based on the current project scope, Harris does not anticipate any travel being required for a successful project as scoped. Price does not include travel time or travel expenses, which are billed as incurred. Travel expenses typically include, but may not be limited to: airfare, transportation, meals, and accommodations.

6. The proposal is valid for 90 days from the date of delivery and will then be considered expired. The project may need to be reassessed and re-quoted to ensure accuracy.

7. All invoices are payable within 30 days.

8. In the event Organization requires additional software subscriptions beyond those identified within this SOW, Harris will provide a quote at that time.

9. Advanced reserves the right to modify the invoice due date for any milestone if Organization requests a schedule change to the project or otherwise causes a delay to the project in excess of two (2) weeks. In such cases, Advanced may, at its sole discretion, split the milestone into two payments, invoicing fifty percent (50%) of the milestone fee at the start of the milestone period, and the remaining fifty percent (50%) upon completion of the milestone. Advanced acknowledges that this adjustment accounts for resource allocation, project scheduling, and costs incurred by Advanced due to the delay. Payment of invoices on the revised schedule shall remain subject to the payment terms set forth in this Agreement, irrespective of any further delays to the project timeline.

Payment Milestones For Each Interface

• Professional services:

o 30% on Kick-off Call o 25% on start of Requirements Gathering o 25% on start of Testing o 20% on Go-Live

STATEMENT OF WORK #2: EBPP PAYMENT INTERFACE

The objective of the EBPP (Electronic Bill Presentment and Payment) Payment Interface is to enable seamless integration between CIS Infinity and the City’s electronic payment platform. This interface will support the secure exchange of billing and payment data, allowing customers to view bills, make payments, and ensure timely and accurate updates within CIS Infinity.

The scope includes the design, configuration, and implementation of an interface between CIS Infinity and the EBPP provider.

• Integration of billing data from CIS Infinity to the EBPP platform for bill presentment

• Integration of payment data from the EBPP platform back into CIS Infinity

• Support for data exchange via appropriate integration methods (e.g., flat file, API, or other supported mechanisms)

• Coordination of data mapping, validation rules, and reconciliation processes

Advanced Responsibilities

• Lead discovery sessions to define interface requirements and technical approach

• Design and configure the EBPP integration with CIS Infinity

• Coordinate with the EBPP vendor on technical specifications and connectivity

• Implement and validate data exchange processes

• Support testing, troubleshooting, and initial production readiness

Organization Responsibilities

• Provide access to the EBPP vendor and required technical documentation

• Define business rules for billing, payment processing, and reconciliation

• Participate in discovery workshops and validation sessions

• Perform testing and confirm accuracy of bill presentment and payment posting

• Ensure alignment of internal processes with EBPP workflows

• Final scope and effort are dependent on:

o EBPP vendor capabilities and integration method o Availability of technical documentation and resources

• Assumes:

o The City has selected Paymentus or Invoice Cloud as the EBPP provider o Integration requirements will be refined during discovery

• Data exchange methods (e.g., file-based vs. API) will impact complexity and timeline

• Any additional requirements identified post-discovery may require expanded scope

• Integrations with non-standard EBPP vendors, outside of Paymentus and Invoice Cloud, may require custom development, alternative integration methods (e.g., batch-based data exchange), and additional discovery to assess feasibility, complexity, and associated effort.

Advanced will follow a discovery-led integration approach, consistent with other interface implementations:

• Discovery Phase:

Define data exchange requirements, workflows, and integration approach

• Design Phase:

Develop interface design, including data mapping and validation rules

• Implementation Phase:

Configure and deploy the EBPP interface

• Testing & Validation:

Conduct end-to-end testing of billing export and payment import

• Go-Live Support:

Assist with initial production deployment and stabilization

The approach emphasizes coordination with the EBPP vendor and flexibility as requirements are refined.

SOW.

One-time Fees

DESCRIPTION FEES

Advanced Professional Services $26,000

TOTAL ONE-TIME FEES $26,000

TOTAL YEAR 1 FEES $26,000

2. Any Annual recurring fees outlined above will be added to the existing annual recurring fees. Beyond Year 1, Annual Recurring Fees are due on the anniversary of the Effective Date.

3. Estimates are based on typical efforts to implement the interfaces for clients of similar size, complexity, and requirements as Organization. Actual costs may vary depending upon factors such as:

configurations, testing, training, and Organization resource availability.

4. Price excludes any applicable taxes, duties, and fees.

5. While travel is optional and available, based on the current project scope, Harris does not anticipate any travel being required for a successful project as scoped. Price does not include travel time or travel expenses, which are billed as incurred. Travel expenses typically include, but may not be limited to: airfare, transportation, meals, and accommodations.

6. The proposal is valid for 90 days from the date of delivery and will then be considered expired. The project may need to be reassessed and re-quoted to ensure accuracy.

7. All invoices are payable within 30 days.

8. In the event Organization requires additional software subscriptions beyond those identified within this SOW, Harris will provide a quote at that time.

9. Advanced reserves the right to modify the invoice due date for any milestone if Organization requests a schedule change to the project or otherwise causes a delay to the project in excess of two (2) weeks. In such cases, Advanced may, at its sole discretion, split the milestone into two payments, invoicing fifty percent (50%) of the milestone fee at the start of the milestone period, and the remaining fifty percent (50%) upon completion of the milestone. Advanced acknowledges that this adjustment accounts for resource allocation, project scheduling, and costs incurred by Advanced due to the delay. Payment of invoices on the revised schedule shall remain subject to the payment terms set

Payment Milestones

• Professional services:

o 30% on Kick-off Call o 25% on start of Requirements Gathering

STATEMENT OF WORK #3: SCHEDULER

IMPLEMENTATION

The objective of the effort included within this Statement of Work is to design, configure, and implement advanced automation capabilities available through the Advanced Scheduler solution. Professional services will be allocated to identify, prioritize, and implement automations that provide the greatest operational value to Santa Fe.

Potential automation initiatives may include, but are not limited to:

• Builds upon the functionality provided by the Base Scheduler implementation.

• Expands automation across billing, payments, notifications, reporting, integrations, and other recurring operational processes.

• Increases opportunities for process automation while reducing ongoing manual intervention and administrative effort.

• Establishes a scalable framework to support future automation initiatives and operational efficiencies.

• Configures and deploys advanced workflow automation based on business priorities identified during implementation.

• Automates recurring system processes, data transfers, monitoring activities, and exception handling where appropriate.

• Supports the optimization of business processes through scheduled and event-driven automation capabilities.

The scope includes the design, configuration, and deployment of the Scheduler functionality within CIS Infinity.

• Definition and implementation of advanced scheduled processes (e.g., billing, collections, or other operational workflows)

• Establishment of automated job execution and monitoring

• Provision of a configurable structure that allows the City to expand scheduling over time

Advanced Responsibilities

• Work with the City to identify and prioritize processes for scheduling

• Implement and validate configured scheduled processes

• Provide technical expertise and support during configuration and testing

• Support troubleshooting and optimization of scheduled jobs

Organization Responsibilities

• Identify and define the processes to be automated (e.g., billing, collections workflows)

• Provide business rules, timing requirements, and dependencies for each process

• Participate in configuration workshops and validation sessions

• Perform testing and confirm that scheduled processes meet operational needs

• Manage ongoing prioritization of scheduling requirements

• The number and complexity of scheduled processes will directly impact the overall effort required

• Initial estimates are based on a preliminary configuration effort

• Scope remains flexible and will be refined during implementation based on actual requirements

• Assumes the City has clear visibility into the processes they want to automate or will define them during workshops

• Any additional processes beyond the initial services may require additional effort

• The Base Scheduler platform will be installed and configured as part of the CIS Deployment Statement of Work, currently underway

The approach for Scheduler implementation is collaborative and iterative, with Advanced working closely with the City to identify, configure, validate, and optimize scheduled processes.

Advanced will follow a collaborative, iterative approach to scheduler implementation:

Configuration Phase:

Setup of the Scheduler framework and foundational capabilities

Discovery & Prioritization:

Identify and define key processes to be automated

Implementation Phase:

Configure and deploy scheduled processes based on priority

Validation & Optimization:

Test scheduled jobs and refine timing, dependencies, and performance

The approach is designed to allow incremental value delivery while maintaining flexibility as requirements evolve.

Advanced Professional Services $28,600

TOTAL ONE-TIME FEES $28,600.00

TOTAL YEAR 1 FEES $28,600.00

2. Any Annual recurring fees outlined above will be added to the existing annual recurring fees. Beyond Year 1, Annual Recurring Fees are due on the anniversary of the Effective Date.

3. Estimates are based on typical efforts to implement the scheduler for clients of similar size, complexity, and requirements as Organization. Actual costs may vary depending upon factors such as:

configurations, testing, training, and Organization resource availability.

4. Price excludes any applicable taxes, duties, and fees.

5. While travel is optional and available, based on the current project scope, Harris does not anticipate any travel being required for a successful project as scoped. Price does not include travel time or travel expenses, which are billed as incurred. Travel expenses typically include, but may not be limited to: airfare, transportation, meals, and accommodations.

6. The proposal is valid for 90 days from the date of delivery and will then be considered expired. The project may need to be reassessed and re-quoted to ensure accuracy.

7. All invoices are payable within 30 days.

8. In the event Organization requires additional software subscriptions beyond those identified within this SOW, Harris will provide a quote at that time.

9. Advanced reserves the right to modify the invoice due date for any milestone if Organization requests a schedule change to the project or otherwise causes a delay to the project in excess of two (2) weeks. In such cases, Advanced may, at its sole discretion, split the milestone into two payments, invoicing fifty percent (50%) of the milestone fee at the start of the milestone period, and the remaining fifty percent (50%) upon completion of the milestone. Advanced acknowledges that this adjustment accounts for resource allocation, project scheduling, and costs incurred by Advanced due to the delay. Payment of invoices on the revised schedule shall remain subject to the payment terms set o 100% on completion of the Scheduler Implementation Project

Kick-off call

STATEMENT OF WORK #4: BUSINESS PROCESS REVIEW

The objective of the Business Process Review (“BPR”) is to conduct a structured assessment of the City of Santa Fe’s current operational workflows within CIS Infinity to identify inefficiencies, align processes with system best practices, and uncover opportunities for standardization, automation, and improved operational effectiveness.

The BPR is intended to provide actionable recommendations that enhance system utilization and support more efficient, streamlined business operations across key functional areas.

The scope includes a comprehensive review of the City’s existing business processes across core operational areas, such as:

• Billing and rate structure workflows

• Customer service and account management processes

• Collections and revenue management

• Administrative and financial processes

Activities include:

• Reviewing current workflows and…