HomeMy WebLinkAbout033-18 - Tyler Technologies - Contract•
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SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to provide certain products and services set forth in the Investment
Summary, including providing Client with access to Tyler's proprietary software products, and Tyler
desires to provide such products and services under the terms of this Agreement;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement, Tyler and Client agree as follows:
SECTION A— DEFINITIONS
• "Agreement" means this Software as a Services Agreement.
• "Business Travel Policy" means our business travel policy. A copy of our current Business Travel
Policy is attached as Schedule 1 to Exhibit B.
• "Client" means City of Port Orchard.
• "Data" means your data necessary to utilize the Tyler Software.
• "Data Storage Capacity" means the contracted amount of storage capacity for your Data
identified in the Investment Summary.
• "Defect" means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposal to you, or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through our maintenance and
support services, and the governing functional descriptions for such future functionality will be
set forth in our then -current Documentation.
• "Defined Concurrent Users" means the number of concurrent users that are authorized to use
the SaaS Services. The Defined Concurrent Users for the Agreement are eight (8) users.
• "Developer" means a third party who owns the intellectual property rights to Third Party
Software.
• "Documentation" means any online or written documentation related to the use or
functionality of the Tyler Software that we provide or otherwise make available to you, including
instructions, user guides, manuals and other training or self-help documentation.
• "Effective Date" means the date on which your authorized representative signs the Agreement.
• "Force Majeure" means an event beyond the reasonable control of you or us, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other
cause that could not with reasonable diligence be foreseen or prevented by you or us.
• "Investment Summary" means the agreed upon cost proposal for the products and services
- attached as Exhibit A.
• "Invoicing and Payment Policy" means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
• "SaaS Fees" means the fees for the SaaS Services identified in the Investment Summary.
• "SaaS Services" means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software, and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. SaaS Services do not include support of an operating system or hardware, support
outside of our normal business hours, or training, consulting or other professional services.
• "SLA" means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
• "Statement of Work" means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software, and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit D.
• "Support Call Process" means the support call process applicable to all of our customers who
have licensed the Tyler Software. A copy of our current Support Call Process is attached as
Schedule 1 to Exhibit C.
• "Third Party Terms" means, if any, the end user license agreement(s) or similar terms for the
Third Party Software, as applicable.
• "Third Party Hardware" means the third party hardware, if any, identified in the Investment
Summary.
• "Third Party Products" means the Third Party Software and Third Party Hardware.
• "Third Party Software" means the third party software, if any, identified in the Investment
Summary.
• "Tyler" means Tyler Technologies, Inc., a Delaware corporation.
• "Tyler Software" means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
• "we", "us", "our" and similar terms mean Tyler.
• "you" and similar terms mean Client.
SECTION B — SAAS SERVICES
Rights Granted. We grant to you the non-exclusive, non -assignable limited right to use the SaaS
Services solely for your internal business purposes for the number of Defined Concurrent Users only.
The Tyler Software will be made available to you according to the terms of the SLA. You
acknowledge that we have no delivery obligations and we will not ship copies of the Tyler Software
as part of the SaaS Services. You may use the SaaS Services to access updates and enhancements to
the Tyler Software, as further described in Section C(8).
2. SaaS Fees. You agree to pay us the SaaS Fees. Those amounts are payable in accordance with our
Invoicing and Payment Policy. The SaaS Fees are based on the number of Defined Concurrent Users
and amount of Data Storage Capacity. You may add additional concurrent users or additional data
storage capacity on the terms set forth in Section H(1). In the event you regularly and/or
meaningfully exceed the Defined Concurrent Users or Data Storage Capacity, we reserve the right to
charge you additional fees commensurate with the overage(s).
3. Ownership.
3.1 We retain all ownership and intellectual property rights to the SaaS Services, the Tyler Software,
and anything developed by us under this Agreement. You do not acquire under this Agreement
any license to use the Tyler Software in excess of the scope and/or duration of the SaaS Services.
3.2 The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
3.3 You retain all ownership and intellectual property rights to the Data.
4. Restrictions. You may not: (a) make the Tyler Software or Documentation resulting from the SaaS
Services available in any manner to any third party for use in the third party's business operations;
(b) modify, make derivative works of, disassemble, reverse compile, or reverse engineer any part of
the SaaS Services; (c) access or use the SaaS Services in order to build or support, and/or assist a
third party in building or supporting, products or services competitive to us; or (d) license, sell, rent,
lease, transfer, assign, distribute, display, host, outsource, disclose, permit timesharing or service
bureau use, or otherwise commercially exploit or make the SaaS Services, Tyler Software, or
Documentation available to any third party other than as expressly permitted by this Agreement.
5. Software Warranty. We warrant that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted, we will use all
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the
maintenance and support process set forth in Section C(S), below, the SLA and our then current
Support Call Process.
6. SaaS Services.
6.1 Our SaaS Services are audited at least yearly in accordance with the AICPA's Statement on
Standards for Attestation Engagements ("SSAE") No. 16, Type 2. We have attained, and will
maintain, Type II SSAE compliance, or its equivalent, for so long as you are timely paying for SaaS
Services. Upon execution of a mutually agreeable Non -Disclosure Agreement ("NDA"), we will
provide you with a summary of our SSAE-16 compliance report or its equivalent. Every year
thereafter, for so long as the NDA is in effect and in which you make a written request, we will
provide that same information.
6.2 You will be hosted on shared hardware in a Tyler data center, but in a database dedicated to
you, which is inaccessible to our other customers.
6.3 We have fully -redundant telecommunications access, electrical power, and the required
hardware to provide access to the Tyler Software in the event of a disaster or component
failure. In the event any of your Data has been lost or damaged due to an act or omission of
Tyler or its subcontractors or due to a defect in Tyler's software, we will use best commercial
efforts to restore all the Data on servers in accordance with the architectural design's
capabilities and with the goal of minimizing any Data loss as greatly as possible. In no case shall
the recovery point objective ("RPO") exceed a maximum of twenty-four (24) hours from
declaration of disaster. For purposes of this subsection, RPO represents the maximum tolerable
period during which your Data may be lost, measured in relation to a disaster we declare, said
declaration will not be unreasonably withheld.
6.4 In the event we declare a disaster, our Recovery Time Objective ("RTO") is twenty-four (24)
hours. For purposes of this subsection, RTO represents the amount of time, after we declare a
disaster, within which your access to the Tyler Software must be restored.
6.5 We conduct annual penetration testing of either the production network and/or web
application to be performed. We will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. We will provide you with a written or electronic record of the actions taken by us in the
event that any unauthorized access to your database(s) is detected as a result of our security
protocols. We will undertake an additional security audit, on terms and timing to be mutually
agreed to by the parties, at your written request. You may not attempt to bypass or subvert
security restrictions in the SaaS Services or environments related to the Tyler Software.
Unauthorized attempts to access files, passwords or other confidential information, and
unauthorized vulnerability and penetration test scanning of our network and systems (hosted or
otherwise) is prohibited without the prior written approval of our IT Security Officer.
6.6 We test our disaster recovery plan on an annual basis. Our standard test is not client -specific.
Should you request a client -specific disaster recovery test, we will work with you to schedule
and execute such a test on a mutually agreeable schedule.
6.7 We will be responsible for importing back-up and verifying that you can log -in. You will be
responsible for running reports and testing critical processes to verify the returned data. At
your written request, we will provide test results to you within a commercially reasonable
timeframe after receipt of the request.
6.8 We provide secure data transmission paths from each of your workstations to our servers.
6.9 For at least the past ten (10) years, all of our employees have undergone criminal background
checks prior to hire. All employees sign our confidentiality agreement and security policies. Our
data centers are accessible only by authorized personnel with a unique key entry. All other
visitors must be signed in and accompanied by authorized personnel. Entry attempts to the
data center are regularly audited by internal staff and external auditors to ensure no
unauthorized access.
SECTION C — OTHER PROFESSIONAL SERVICES
1. Other Professional Services. We will provide you the various implementation -related services
itemized in the Investment Summary and described in the Statement of Work.
Professional Services Fees. You agree to pay us the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are payable in accordance with our invoicing and
Payment Policy. You acknowledge that the fees stated in the Investment Summary are good -faith
estimates of the amount of time and materials required for your implementation. We will bill you
the actual fees incurred based on the in -scope services provided to you. Any discrepancies in the
total values set forth in the Investment Summary will be resolved by multiplying the applicable
hourly rate by the quoted hours.
3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or interface estimates) required for
the project based on our understanding of the specifications you supplied. If additional work is
required, or if you use or request additional services, we will provide you with an addendum or
change order, as applicable, outlining the costs for the additional work. The price quotes in the
addendum or change order will be valid for thirty (30) days from the date of the quote.
4. Cancellation. If travel is required, we will make all reasonable efforts to schedule travel for our
personnel, including arranging travel reservations, at least two (2) weeks in advance of
commitments. Therefore, if you cancel services less than two (2) weeks in advance (other than for
Force Majeure or breach by us), you will be liable for all (a) non-refundable expenses incurred by us
on your behalf, and (b) daily fees associated with cancelled professional services if we are unable to
reassign our personnel. We will make all reasonable efforts to reassign personnel in the event you
cancel within two (2) weeks of scheduled commitments.
Services Warranty. We will perform the services in a professional, workmanlike manner, consistent
with industry standards. In the event we provide services that do not conform to this warranty, we
will re -perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with full and free access to
your personnel, facilities, and equipment as may be reasonably necessary for us to provide
implementation services, subject to any reasonable security protocols or other written policies
provided to us as of the Effective Date, and thereafter as mutually agreed to by you and us.
Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. You agree to use all reasonable efforts
to cooperate with and assist us as may be reasonably required to meet the agreed upon project
deadlines and other milestones for implementation. This cooperation includes at least working with
us to schedule the implementation -related services outlined in this Agreement. We will not be
liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or
to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
8. Maintenance and Support. For so long as you timely pay your SaaS Fees according to the Invoicing
and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process,
we will:
8.1 perform our maintenance and support obligations in a professional, good, and workmanlike
manner, consistent with industry standards, to resolve Defects in the Tyler Software (limited to
the then -current version and the immediately prior version);
8.2 provide telephone support during our established support hours;
8.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software, if any, in order to provide maintenance and support services;
8.4 make available to you all major and minor releases to the Tyler Software (including updates and
enhancements) that we make generally available without additional charge to customers who
have a maintenance and support agreement in effect; and
8.5 provide non -Defect resolution support of prior releases of the Tyler Software in accordance with
our then -current release life cycle policy.
We will use all reasonable efforts to perform support services remotely. Currently, we use a third -party
secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore, you agree
to maintain a high-speed internet connection capable of connecting us to your PCs and server(s). You
agree to provide us with a login account and local administrative privileges as we may reasonably
require to perform remote services. We will, at our option, use the secure connection to assist with
proper diagnosis and resolution, subject to any reasonably applicable security protocols. If we cannot
resolve a support issue remotely, we may be required to provide onsite services. In such event, we will
be responsible for our travel expenses, unless it is determined that the reason onsite support was
required was a reason outside our control. Either way, you agree to provide us with full and free access
to the Tyler Software, working space, adequate facilities within a reasonable distance from the
equipment, and use of machines, attachments, features, or other equipment reasonably necessary for
us to provide the maintenance and support services, all at no charge to us. We strongly recommend
that you also maintain your VPN for backup connectivity purposes.
For the avoidance of doubt, SaaS Fees do not include the following services: (a) onsite support (unless
Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (b) application design;
(c) other consulting services; or (d) support outside our normal business hours as listed in our then -
current Support Call Process. Requested services such as those outlined in this section will be billed to
you on a time and materials basis at our then current rates. You must request those services with at
least one (1) weeks' advance notice.
SECTION D—THIRD PARTY PRODUCTS
Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have
purchased any, for the price set forth in the Investment Summary. Those amounts are payable in
accordance with our Invoicing and Payment Policy.
Third Party Software. As part of the SaaS Services, you will receive access to the Third Party
Software and related documentation for internal business purposes only. Your rights to the Third
Party Software will be governed by the Third Party Terms.
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant access to the Third Party Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, you will receive
free and clear title to the Third Party Hardware.
3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not
warrant or guarantee the performance of the Third Party Products. However, we grant and pass
through toyou any warranty that we may receive from the Developer or supplier of the Third
Party Products.
SECTION E - INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you the SaaS Fees and fees for other professional services in
the Investment Summary per our Invoicing and Payment Policy, subject to Section E(2).
2. Invoice Disputes. If you believe any delivered software or service does not conform to the
warranties in this Agreement, you will provide us with written notice within thirty (30) days of your
receipt of the applicable invoice. The written notice must contain reasonable detail of the issues
you contend are in dispute so that we can confirm the issue and respond to your notice with either a
justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in your notice. We will work with you as may be necessary to develop an action plan that
outlines reasonable steps to be taken by each of us to resolve any issues presented in your notice.
You may withhold payment of the amount(s) actually in dispute, and only those amounts, until we
complete the action items outlined in the plan. If we are unable to complete the action items
outlined in the action plan because of your failure to complete the items agreed to be done by you,
then you will remit full payment of the invoice. We reserve the right to suspend delivery of all SaaS
Services, including maintenance and support services, if you fail to pay an invoice not disputed as
described above within fifteen (15) days of notice of our intent to do so.
SECTION F — TERM AND TERMINATION
1. Term. The initial term of this Agreement is five (5) years from the first day of the first month
following the Effective Date, unless earlier terminated as set forth below. Upon expiration of the
initial term, this Agreement will renew automatically for additional one (1) year renewal terms at
our then -current SaaS Fees unless terminated in writing by either party at least sixty (60) days prior
to the end of the then -current renewal term. Your right to access or use the Tyler Software and the
SaaS Services will terminate at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
you will pay us for all undisputed fees and expenses related to the software, products, and/or
services you have received, or we have incurred or delivered, prior to the effective date of
termination. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice disputes in accordance with Section E(2).
2.1 Failure to Pay SaaS Fees. You acknowledge that continued access to the SaaS Services is
contingent upon your timely payment of SaaS Fees. If you fail to timely pay the SaaS Fees, we
may discontinue the SaaS Services and deny your access to the Tyler Software. We may also
terminate this Agreement if you don't cure such failure to pay within forty-five (45) days of
receiving written notice of our intent to terminate.
2.2 For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section H(3). You may terminate this Agreement for cause
in the event we do not cure, or create a mutually agreeable action plan to address, a material
breach of this Agreement within the thirty (30) day window set forth in Section H(3).
2.3 Force Maieure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the SaaS Services for a period of forty-five (45) days or more.
2.4 Lack of Appropriations. If you should not appropriate or otherwise make available funds
sufficient to utilize the SaaS Services, you may unilaterally terminate this Agreement upon thirty
(30) days written notice to us. You will not be entitled to a refund or offset of previously paid,
but unused SaaS Fees. You agree not to use termination for lack of appropriations as a
substitute for termination for convenience.
2.5 Fees for Termination without Cause during Initial Term. If you terminate this Agreement during
the initial term for any reason other than cause, Force Majeure, or lack of appropriations, or if
we terminate this Agreement during the initial term for your failure to pay SaaS Fees, you shall
pay us the following early termination fees:
a. if you terminate during the first year of the initial term, 100% of the SaaS Fees through
the date of termination plus 25% of the SaaS Fees then due for the remainder of the
initial term;
b. if you terminate during the second year of the initial term, 100% of the SaaS Fees
through the date of termination plus 15% of the SaaS Fees then due for the remainder
of the initial term; and
c. if you terminate after the second year of the initial term, 100% of the SaaS Fees through
the date of termination plus 10% of the SaaS Fees then due for the remainder of the
initial term.
SECTION G — INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 We will defend you against any third party claim(s) that the Tyler Software or Documentation
infringes that third party's patent, copyright, or trademark, or misappropriates its trade secrets,
and will pay the amount of any resulting adverse final judgment (or settlement to which we
consent). You must notify us promptly in writing of the claim and give us sole control over its
defense or settlement. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
1.2 Our obligations under this Section G(1) will not apply to the extent the claim or adverse final
judgment is based on your use of the Tyler Software in contradiction of this Agreement,
including with non -licensed third parties, or your willful infringement.
1.3 If we receive information concerning an infringement or misappropriation claim related to the
Tyler Software, we may, at our expense and without obligation to do so, either: (a) procure for
you the right to continue its use; (b) modify it to make it non -infringing; or (c) replace it with a
functional equivalent, in which case you will stop running the allegedly infringing Tyler Software
immediately. Alternatively, we may decide to litigate the claim to judgment, in which case you
may continue to use the Tyler Software consistent with the terms of this Agreement.
1.4 If an infringement or misappropriation claim is fully litigated and your use of the Tyler Software
is enjoined by a court of competent jurisdiction, in addition to paying any adverse final
judgment (or settlement to which we consent), we will, at our option, either: (a) procure the
right to continue its use; (b) modify it to make it non -infringing; (c) replace it with a functional
equivalent; or (d) terminate this Agreement and refund you the prepaid but unused SaaS Fees
for the year in which the Agreement terminates. We will pursue those options in the order
listed herein. This section provides your exclusive remedy for third party copyright, patent, or
trademark infringement and trade secret misappropriation claims.
2. General Indemnification.
2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and
against any and all third -party claims, losses, liabilities, damages, costs, and expenses (including
reasonable attorney's fees and costs) for (a) personal injury or property damage to the extent
caused by our negligence or willful misconduct; or (b) our violation of a law applicable to our
performance under this Agreement. You must notify us promptly in writing of the claim and
give us sole control over its defense or settlement. You agree to provide us with reasonable
assistance, cooperation, and information in defending the claim at our expense.
2.2 To the extent permitted by applicable law, you will indemnify and hold harmless us and our
agents, officials, and employees from and against any and all third -party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney's fees and costs) for
personal injury or property damage to the extent caused by your negligence or willful
misconduct; or (b) your violation of a law applicable to your performance under this Agreement.
We will notify you promptly in writing of the claim and will give you sole control over its defense
or settlement. We agree to provide you with reasonable assistance, cooperation, and
information in defending the claim at your expense.
3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DISCLAIM ALL OTHER
WARRANTIES AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT
NOT LIMITED TO, ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT,
OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER BASED ON A THEORY
OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO
YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH
IN SECTION F(2), TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY RENEWAL
TERM, THE THEN -CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM. THE PRICES
SET FORTH IN THIS AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY. THE
FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO
SECTIONS G(1) AND G(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement, we agree to maintain
the following levels of insurance: (a) Commercial General Liability of at least $1,000,000; (b)
Automobile Liability of at least $1,000,000; (c) Professional Liability of at least $1,000,000; (d)
Workers Compensation complying with applicable statutory requirements; and (e) Excess/Umbrella
Liability of at least $5,000,000. We will add you as an additional insured to our Commercial General
Liability and Automobile Liability policies, which will automatically add you as an additional insured
to our Excess/Umbrella Liability policy as well. We will provide you with copies of certificates of
insurance upon your written request.
SECTION H — GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twelve (12) months from the Effective Date by executing a
mutually agreed addendum. If no rate is provided in the Investment Summary, or those twelve (12)
months have expired, you may purchase additional products and services at our then -current list
price, also by executing a mutually agreed addendum. The terms of this Agreement will control any
such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for twelve (12) months from the Effective Date.
3. Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming
aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty (30) days of the written dispute notice, unless otherwise agreed. All meetings
and discussions between senior representatives will be deemed confidential settlement discussions
not subject to disclosure under Federal Rule of Evidence 408 or any similar applicable state rule. if
we fail to resolve the dispute, either of us may assert our respective rights and remedies in a court
of competent jurisdiction. Nothing in this section shall prevent you or us from seeking necessary
injunctive relief during the dispute resolution procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities and you will
reimburse us for such taxes. If you have a valid direct -pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for
employment concerning the performance of our responsibilities under this Agreement. This
discrimination prohibition will apply to all matters of initial employment, tenure, and terms of
employment, or otherwise with respect to any matter directly or indirectly relating to employment
concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that
is unrelated to the individual's ability to perform the duties of a particular job or position, height,
weight, marital status, or political affiliation. We will post, where appropriate, all notices related to
nondiscrimination as may be required by applicable law.
6. E-Verifv. We have complied, and will comply, with the E-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld.
8. Binding Effect; No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s) or permitted assign(s). Neither party may assign this Agreement
without the prior written consent of the other party; provided, however, your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition, or
purchase of substantially all of our assets.
9. Force Maieure. Except for your payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however, that within ten (10) business days of the Force Majeure event, the
party whose performance is delayed provides the other party with written notice explaining the
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you
and us. No third party will be deemed a beneficiary of this Agreement, and no third party will have
the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third Party Terms.
11. Entire Agreement; Amendment. This Agreement represents the entire agreement between you and
us with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations, whether written, oral, expressed, implied, or statutory. This Agreement may
only be modified by a written amendment signed by an authorized representative of each party.
12. Severability. If any term or provision of this Agreement is held invalid or unenforceable, the
remainder of this Agreement will be considered valid and enforceable to the fullest extent
permitted by law.
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
by either party, such non -enforcement will not act as or be deemed to act as a waiver or
modification of this Agreement, nor will such non -enforcement prevent such party from enforcing
each and every term of this Agreement thereafter.
14. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part of this Agreement, such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and will be deemed delivered upon the earlier of the
following: (a) actual receipt by the receiving party; (b) upon receipt by sender of a certified mail,
return receipt signed by an employee or agent of the receiving party; (c) upon receipt by sender of
proof of email delivery; or (d) if not actually received, five (5) days after deposit with the United
States Postal Service authorized mail center with proper postage (certified mail, return receipt
requested) affixed and addressed to the other party at the address set forth on the signature page
hereto or such other address as the party may have designated by proper notice. The consequences
for the failure to receive a notice due to improper notification by the intended receiving party of a
change in address will be borne by the intended receiving party.
16. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
17. Confidentiality. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that disclosure of
such information could violate rights to private individuals and entities, including the parties.
Confidential information is nonpublic information that a reasonable person would believe to be
confidential and includes, without limitation, personal identifying information (e.g., social security
numbers) and trade secrets, each as defined by applicable state law. Each party agrees that it will
not disclose any confidential information of the other party and further agrees to take all reasonable
and appropriate action to prevent such disclosure by its employees or agents. The confidentiality
covenants contained herein will survive the termination or cancellation of this Agreement. This
obligation of confidentiality will not apply to information that:
(a) is in the public domain, either at the time of disclosure or afterwards, except by breach of
this Agreement by a party or its employees or agents;
(b) a party can establish by reasonable proof was in that party's possession at the time of initial
disclosure;
(c) a party receives from a third party who has a right to disclose it to the receiving party; or
(d) is the subject of a legitimate disclosure request under the open records laws or similar
applicable public disclosure laws governing this Agreement; provided, however, that in the
event you receive an open records or other similar applicable request, you will give us
prompt notice and otherwise perform the functions required by applicable law.
18. Business License. In the event a local business license is required for us to perform services
hereunder, you will promptly notify us and provide us with the necessary paperwork and/or contact
information so that we may timely obtain such license.
19. Governing Law. This Agreement will be governed by and construed in accordance with the laws of
your state of domicile, without regard to its rules on conflicts of law.
20. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic, faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
21. Cooperative Procurement. To the maximum extent permitted by applicable law, we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. We reserve
the right to negotiate and customize the terms and conditions set forth herein, including but not
limited to pricing, to the scope and circumstances of that cooperative procurement.
22. Contract Documents. This Agreement includes the following exhibits:
Exhibit A
Investment Summary
Exhibit B
Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C
Service Level Agreement
Schedule 1: Support Call Process
Exhibit D
Statement of Work
SIGNATURE PAGE FOLLOWS
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as
of the dates) set forth below.
Tyler Te ologies, In .
By.
Name:
Title: V
Date: J '1 —
Address for Notices:
Tyler Technologies, Inc,
One Tyler Drive
Yarmouth, ME 04036
Attention: Chief Legal Counsel
City of Port Orchard
Address for Notices:
City of Port Orchard
216 Prospect Street
Orchard, WA 98366
Attention: Noah Crocker
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Exhibit A
Investment Summary
The following Investment Summary details the software and services to be delivered by us to you under
the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized terms not
otherwise defined will have the meaning assigned to such terms in the Agreement.
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
O
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Sales Quotation For
Noah Crodor
City of Port Orchard
216 Prospect St
Port Orchard, WA 9636&53D4
PhahFX +1(360) 876-4407
Ernait ncrodmr@cKyofportordsmd.us
and Related Services - SaaS
Quoted By-
David Srsaw
Quote Expiration:
6118/2f11B
Quote Name:
Port Orchard, WA LGD
Quote Number_
Quote Descr46m:
2017 51635-2
Can: Financials
108
$13,5DO
S7,SOD
$10,124
_�
_ 75.
Mlse. Accourds Recehrable
12
$1,StM1
SZ664
I eimnnd liil— nherd(Indu" Positiar Budghtfiing) -
_._ - . 116
$14�=
SSA
UtOity CIS System
172
=,Soo
50,500
$8,363
MoWServiceOrders
8--
$1,0D0
SO"
Cashiering _
44
$SSUO_-
-, - —_:
Empicb-SelfServ_ioe_(E ! pploy-PridalJ - -- --
= - 32--
$4EW -=—
SG
-
ESSTurreBAitendenw(Mmd)wofFTEBmwyees)
32
$4.pp0
- - _ _._.._....
_......_.
TylerSoflwom
Tyler Content ManagwSlandard F_ddim (WA SE)
40
$5,000
$0
$3.876
Other Services
Hosting User Fee
0
$0
$0
$4,6DO
Sub-Tc f--
572,500
S20,250
543,483
TOTAL: 680
$7200
$20126D
5 $431483
Other Services
r ,
Pmjed Management 1 . $.M $5,000 SO
TOTAL-• $5,000 $0
Summary
One Throe Fees
Recurring Fees
Total Tyler SaaS
$0
$43,483
Total Tyler Services
$97,750
SD
Ste mary
One Time Fees
Reaming Fees
Total Thud Party Hardware, Software and Services
$0
so
Summary Total
$97,750
$43,483
Contract Total
$141,233
Detailed Breakdown of Conversions Included in contract tote
r-
Incode 10
General Ledger -Conversion
8
$125
$1,750
$2,750
General Ledger- Legacy-Histodcai Views
4 -
$125
S754
$1250
Acunts Payable Conversion
co
$2..ODD
WOO
Accounts Payable - Legacy.H-istaical Views Conversion
4
$125
_.-
51,000
,
31AM
Personnel Management -Payroll Cmversion
4 -
S125
VM0
$2,750
PersonniMmmgement-Payroll-Legw.kstodcelViewscmvemfon
4
$125
$10
$1,SQ0
Utility Bilfing Legacy/Historical hfiews-Conversion
4
$125 -
$1,OdD
$115W
UhTdyffilling-Conversion -
12
$125
Total:
_$7,000
$20.250
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Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicin : We will invoice you for the applicable software and services in the Investment Summary as
set forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. SaaS Fees. SaaS Fees are invoiced on an annual basis. Your annual SaaS fees for the initial term
are set forth in the Investment Summary and will be invoiced upon the beginning of Stage 3 of
the Statement of Work. Upon expiration of the initial term, your annual SaaS fees will be at our
then -current rates.
2. Other Tyler Software and Services.
2.1 Project Planning Services: Project planning services are invoiced upon delivery of the
implementation planning document.
2.2 VPN Device: The fee for the VPN device will be invoiced upon installation of the VPN.
2.3 Implementation and Other Professional Services (including training): Implementation and
other professional services (including training) are billed and invoiced as delivered, at the
rates set forth in the Investment Summary.
2.4 Consulting Services: if you have purchased any Business Process Consulting services, if they
have been quoted as fixed -fee services, they will be invoiced 50% upon your acceptance of
the Business System Design document, by module, and 50% upon your acceptance of
custom desktop procedures, by module. If you have purchased any Business Process
Consulting services and they are quoted as an estimate, then we will bill you the actual
services delivered on a time and materials basis.
2.5 Conversions: Fixed -fee conversions are invoiced 50% upon initial delivery of the converted
data, by conversion option, and 50% upon Client acceptance to load the converted data into
Live/Production environment, by conversion option. Where conversions are quoted as
estimated, we will bill you the actual services delivered on a time and materials basis.
2.6 Requested Modifications to the Tyler Software: Requested modifications to the Tyler
Software are invoiced 50% upon delivery of specifications and 50% upon delivery of the
applicable modification. You must report any failure of the modification to conform to the
specifications within thirty (30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed. You may
still report Defects to us as set forth in the Maintenance and Support Agreement.
2.7 Other Fixed Price Services: Other fixed price services are invoiced upon complete delivery of
the service. For the avoidance of doubt, where "Project Planning Services" are provided,
payment will be due upon delivery of the Implementation Planning document.
2.8 Change Management Services: If you have purchased any change management services,
those services will be invoiced in the following amounts and upon the following milestones:
Acceptance of Change Management Discovery Analysis
15%
Delivery of Change Management Plan and Strategy Presentation
10%
Acceptance of Executive Playbook
15%
Acceptance of Resistance Management Plan
15%
Acceptance of Procedural Change Communications Plan
10%
Change Management Coach Training
20%
Change Management After -Action Review
15%
3. Third Party Products.
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
3.2 Third Party Software Maintenance: The first year maintenance for the Third Party Software
is invoiced when we make it available to you for downloading.
3.3 Third Party Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
4. Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses will be billed as incurred and only in accordance with our then -current Business Travel
Policy, plus a 10% travel agency processing fee. Our current Business Travel Policy is attached to
this Exhibit B at Schedule 1. Copies of receipts will be provided upon request; we reserve the
right to charge you an administrative fee depending on the extent of your requests. Receipts for
miscellaneous items less than twenty-five dollars and mileage logs are not available.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is:
Bank:
Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
ABA:
121000248
Account:
4124302472
Beneficiary:
Tyler Technologies, Inc. —Operating
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Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations & Tickets
Tyler's Travel Management Company (TMC) will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does
not add more than three hours to the employee's total trip duration and the fare is within
$100 (each way) of the lowest logical fare. If a net savings of $200 or more (each way) is
possible through a connecting flight that is within two hours before or after the requested
departure time and that does not add more than three hours to the employee's total trip
duration, the connecting flight should be accepted.
Employees are encouraged to make advanced reservations to take full advantage of
discount opportunities. Employees should use all reasonable efforts to make travel
arrangements at least two (2) weeks in advance of commitments. A seven (7) day advance
booking requirement is mandatory. When booking less than seven (7) days in advance,
management approval will be required.
Except in the case of international travel where a segment of continuous air travel is six (6)
or more consecutive hours in length, only economy or coach class seating is reimbursable.
Employees shall not be reimbursed for "Basic Economy Fares" because these fares are non-
refundable and have many restrictions that outweigh the cost -savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days = one (1) checked bag
• Six (6) or more days = two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
2. Ground Transportation
A. Private Automobile
Mileage Allowance — Business use of an employee's private automobile will be reimbursed
at the current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will
be calculated by using the employee's office as the starting and ending point, in compliance
with IRS regulations. Employees who have been designated a home office should calculate
miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost,
convenience, and the specific situation reasonably require their use. When renting a car for
Tyler business, employees should select a "mid -size" or "intermediate" car. "Full" size cars
may be rented when three or more employees are traveling together. Tyler carries leased
vehicle coverage for business car rentals; except for employees traveling to Alaska and
internationally (excluding Canada), additional insurance on the rental agreement should be
declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or
to and from airports when less expensive means of transportation are unavailable or
impractical. The actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of
a free hotel shuttle to the airport, tips are included in the per diem rates and will not be
reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are
measured in days as opposed to hours. Park and fly options located near some airports may
also be used. For extended trips that would result in excessive parking charges, public
transportation to/from the airport should be considered. Tolls will be reimbursed when
receipts are presented.
3. Lodging
Tyler's TMC will select hotel chains that are well established, reasonable in price, and
conveniently located in relation to the traveler's work assignment. Typical hotel chains
include Courtyard, Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has
a discount rate with a local hotel, the hotel reservation should note that discount and the
employee should confirm the lower rate with the hotel upon arrival. Employee
memberships in travel clubs such as AAA should be noted in their travel profiles so that the
employee can take advantage of any lower club rates.
"No shows" or cancellation fees are not reimbursable if the employee does not comply with
the hotel's cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not
reimbursed separately.
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb,
VRBO, and HomeAway. Employees who elect to make such reservations shall not be
reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S.
are in accordance with the federal per diem rates published by the General Services
Administration. Incidental expenses include tips to maids, hotel staff, and shuttle drivers
and other minor travel expenses. Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of Defense and will be determined as required.
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last
day of a trip are governed as set forth below.
Departure Day
Depart before 12:00 noon
Depart after 12:00 noon
Return Day
Return before 12:00 noon
Return between 12:00 noon & 7:00 p.m
Return after 7:00 p.m.*
Lunch and dinner
Dinner
Breakfast
Breakfast and lunch
Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for individual meals are calculated as a percentage of the full day
per diem as follows:
Breakfast
15%
Lunch
25%
Dinner
60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to
claim lunch on an expense report. Employees on same day travel status are eligible to claim
dinner in the event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
5. Internet Access— Hotels and Airports
Employees who travel may need to access their e-mail at night. Many hotels provide free
high speed internet access and Tyler employees are encouraged to use such hotels
whenever possible. If an employee's hotel charges for internet access it is reimbursable up
to $10.00 per day. Charges for internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the "lowest practical coach fare" with the exception of flights
that are six (6) or more consecutive hours in length. In such event, the next available seating
class above coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for
photo fees, application fees, and execution fees when obtaining a new passport book, but
fees related to passport renewals are not reimbursable. Visa application and legal fees,
entry taxes and departure taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested
by the U.S. Department of Health & Human Services for travel to specific countries, is
reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this
section.
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Exhibit C
SERVICE LEVEL AGREEMENT
I. Agreement Overview
This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It
outlines the information technology service levels that we will provide to you to ensure the availability of
the application services that you have requested us to provide. All other support services are documented
in the Support Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Attainment: The percentage of time the Tyler Software is available during a calendar quarter, with
percentages rounded to the nearest whole number.
Client Error Incident: Any service unavailability resulting from your applications, content or equipment, or
the acts or omissions of any of your service users or third -party providers over whom we exercise no
control.
Downtime: Those minutes during which the Tyler Software is not available for your use. Downtime does
not include those instances in which only a Defect is present.
Service Availability: The total number of minutes in a calendar quarter that the Tyler Software is capable
of receiving, processing, and responding to requests, excluding maintenance windows, Client Error
Incidents and Force Majeure.
III. Service Availability
The Service Availability of the Tyler Software is intended to be 24/7/365. We set Service Availability goals
and measures whether we have met those goals by tracking Attainment.
a. Your Responsibilities
Whenever you experience Downtime, you must make a support call according to the procedures outlined
in the Support Call Process. You will receive a support incident number.
You must document, in writing, all Downtime that you have experienced during a calendar quarter. You
must deliver such documentation to us within 30 days of a quarter's end.
The documentation you provide must evidence the Downtime clearly and convincingly. It must include,
for example, the support incident number(s) and the date, time and duration of the Downtime(s).
b. Our Responsibilities
When our support team receives a call from you that Downtime has occurred or is occurring, we will work
with you to identify the cause of the Downtime (including whether it may be the result of a Client Error
Incident or Force Majeure). We will also work with you to resume normal operations.
Upon timely receipt of your Downtime report, we will compare that report to our own outage logs and
support tickets to confirm that Downtime for which we were responsible indeed occurred.
We will respond to your Downtime report within 30 day(s) of receipt. To the extent we have confirmed
Downtime for which we are responsible, we will provide you with the relief set forth below.
C. Client Relief
When a Service Availability goal is not met due to confirmed Downtime, we will provide you with relief
that corresponds to the percentage amount by which that goal was not achieved, as set forth in the Client
Relief Schedule below.
Notwithstanding the above, the total amount of all relief that would be due under this SLA per quarter
will not exceed 5% of one quarter of the then -current SaaS Fee. The total credits confirmed by us in one
or more quarters of a billing cycle will be applied to the SaaS Fee for the next billing cycle. Issuing of such
credit does not relieve us of our obligations under the Agreement to correct the problem which created
the service interruption.
Every quarter, we will compare confirmed Downtime to Service Availability. In the event actual
Attainment does not meet the targeted Attainment, the following Client relief will apply, on a quarterly
basis:
100%
98-99%
Remedial action will be taken.
4% credit of fee for affected calendar quarter
100%
95-97/
will be posted to next billing cycle
5% credit of fee for affected calendar quarter
100%
<95%
will be posted to next billing cycle
You may request a report from us that documents the preceding quarter's Service Availability,
Downtime, any remedial actions that have been/will be taken, and any credits that may be issued.
IV. Applicability
The commitments set forth in this SLA do not apply during maintenance windows, Client Error Incidents,
and Force Majeure.
We perform maintenance during limited windows that are historically known to be reliably low -traffic
times. If and when maintenance is predicted to occur during periods of higher traffic, we will provide
advance notice of those windows and will coordinate to the greatest extent possible with you.
V. Force Majeure
You will not hold us responsible for not meeting service levels outlined in this SLA to the extent any failure
to do so is caused by Force Majeure. In the event of Force Majeure, we will file with you a signed request
that said failure be excused. That writing will at least include the essential details and circumstances
supporting our request for relief pursuant to this Section. You will not unreasonably withhold its
acceptance of such a request.
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Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support:
(1) Tyler Community — an on-line resource, Tyler Community provides a venue for all Tyler clients with
current maintenance agreements to collaborate with one another, share best practices and resources,
and access documentation.
(2) On-line submission (portal) —for less urgent and functionality -based questions, users may create
unlimited support incidents through the customer relationship management portal available at the
Tyler Technologies website.
(3) Email — for less urgent situations, users may submit unlimited emails directly to the software support
group.
(4) Telephone — for urgent or complex questions, users receive toll -free, unlimited telephone software
support.
Support Resources
A number of additional resources are available to provide a comprehensive and complete support experience:
(1) Tyler Website — www.tylertech.com — for accessing client tools and other information including
support contact information.
(2) Tyler Community — available through login, Tyler Community provides a venue for clients to support
one another and share best practices and resources.
(3) Knowledgebase — A fully searchable depository of thousands of documents related to procedures, best
practices, release information, and job aides.
(4) Program Updates —where development activity is made available for client consumption
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday — Friday)
across four US time zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage across these
time zones. Tyler's holiday schedule is outlined below. There will be no support coverage on these days.
New Year's Day
Thanksgiving Day
Memorial Day
Day after Thanksgiving
Independence Day
Christmas Day
Labor Day
Issue Handling
Incident Tracking
Every support incident is logged into Tyler's Customer Relationship Management System and given a unique
incident number. This system tracks the history of each incident. The incident tracking number is used to track
and reference open issues when clients contact support. Clients may track incidents, using the incident
number, through the portal at Tyler's website or by calling software support directly.
Incident Priority
Each incident is assigned a priority number, which corresponds to the client's needs and deadlines. The client
is responsible for reasonably setting the priority of the incident per the chart below. This chart is not intended
to address every type of support incident, and certain "characteristics" may or may not apply depending on
whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud. The goal is to
help guide the client towards clearly understanding and communicating the importance of the issue and to
describe generally expected responses and resolutions.
Priority
Level
Characteristics of Support Incident
Resolution Targets
Support incident that causes (a)
Tyler shall provide an initial response to Priority Level
complete application failure or
1 incidents within one (1) business hour of receipt of
application unavailability; (b)
the support incident. Tyler shall use commercially
1
application failure or unavailability in
reasonable efforts to resolve such support incidents or
Critical
one or more of the client's remote
provide a circumvention procedure within one (1)
location; or (c) systemic loss of
business day. For non -hosted customers, Tyler's
multiple essential system functions.
responsibility for lost or corrupted data is limited to
assisting the client in restoring its last available
database.
Support incident that causes (a)
Tyler shall provide an initial response to Priority Level
repeated, consistent failure of
2 incidents within four (4) business hours of receipt of
essential functionality affecting more
the support incident. Tyler shall use commercially
2
than one user or (b) loss or corruption
reasonable efforts to resolve such support incidents or
High
of data.
provide a circumvention procedure within ten (10)
business days. For non -hosted customers, Tyler's
responsibility for loss or corrupted data is limited to
assisting the client in restoring its last available
database.
Priority Level 1 incident with an
Tyler shall provide an initial response to Priority Level
existing circumvention procedure, or a
3 incidents within one (1) business day of receipt of
Priority Level 2 incident that affects
the support incident. Tyler shall use commercially
3
only one user or for which there is an
reasonable efforts to resolve such support incidents
Medium
existing circumvention procedure.
without the need for a circumvention procedure with
the next published maintenance update or service
pack. For non -hosted customers, Tyler's responsibility
for lost or corrupted data is limited to assisting the
client in restoring its last available database.
Support incident that causes failure of
Tyler shall provide an initial response to Priority Level
4
non -essential functionality or a
4 incidents within two (2) business days. Tyler shall
Non-
cosmetic or other issue that does not
use commercially reasonable efforts to resolve such
critical
qualify as any other Priority Level.
support incidents, as well as cosmetic issues, with a
future version release.
Incident Escalation
Tyler Technology's software support consists of four levels of personnel:
(1) Level 1: front-line representatives
(2) Level 2: more senior in their support role, they assist front-line representatives and take on escalated
issues
(3) Level 3: assist in incident escalations and specialized client issues
(4) Level 4: responsible for the management of support teams for either a single product or a product
group
If a client feels they are not receiving the service needed, they may contact the appropriate Software Support
Manager. After receiving the incident tracking number, the manager will follow up on the open issue and
determine the necessary action to meet the client's needs.
On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler
encourages clients to communicate the level of urgency or priority of software support issues so that we can
respond appropriately. A software support incident can be escalated by any of the following methods:
(1) Telephone —for immediate response, call toll -free to either escalate an incident's priority or to
escalate an issue through management channels as described above.
(2) Email — clients can send an email to software support in order to escalate the priority of an issue
(3) On-line Support Incident Portal — clients can also escalate the priority of an issue by logging into the
client incident portal and referencing the appropriate incident tracking number.
Remote Support Tool
Some support calls require further analysis of the client's database, process or setup to diagnose a problem or
to assist with a question. Tyler will, at its discretion, use an industry -standard remote support tool. Support is
able to quickly connect to the client's desktop and view the site's setup, diagnose problems, or assist with
screen navigation. More information about the remote support tool Tyler uses is available upon request.
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Exhibit D
Statement of Work
Statement of Work
Tyler Technologies
Prepared for:
City of Port Orchard
Noah Crocker
216 Prospect St, Port Orchard, WA 98366
Prepared by:
David Snow
5519 53rd Street, Lubbock, TX 79414
Tyler Technologies, Inc.
www.tylertech.com
Revised: 3/13/2018
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Table of Contents
1 EXECUTIVE SUMMARY.................................................................................................................. S
1.1 PROJECT OVERVIEW............................................................................................................................ 5
1.2 PRODUCTSUMMARY...........................................................................................................................5
1.3 PROJECTTIMELINE..............................................................................................................................5
1.4 PROJECT METHODOLOGY OVERVIEW.....................................................................................................5
2 PROJECT GOVERNANCE................................................................................................................. 6
2.1 CLIENT GOVERNANCE.......................................................................................................................... 6
2.1.1 Client Project Manager........................................................................................................... 6
2.1.2 Steering Committee................................................................................................................. 6
2.1.3 Executive Sponsor(s)................................................................................................................ 7
2.2 TYLER GOVERNANCE............................................................................................................................ 7
2.2.1 Tyler Project Manager............................................................................................................. 7
2.2.2 Tyler Implementation Management....................................................................................... 7
2.2.3 Tyler Executive Management.................................................................................................. 7
2.3 ACCEPTANCE AND ACKNOWLEDGMENT PROCESS..................................................................................... 7
3 OVERALL PROJECT ASSUMPTIONS................................................................................................. 9
3.1 PROJECT, RESOURCES AND SCHEDULING.................................................................................................9
3.2 DATA CONVERSION............................................................................................................................. 9
3.3 DATA EXCHANGES, MODIFICATIONS, FORMS AND REPORTS..................................................................... 10
3.4 HARDWARE AND SOFTWARE............................................................................................................... 11
3.5 ENVIRONMENTS AND DATABASES........................................................................................................11
3.6 EDUCATION......................................................................................................................................11
3.7 ASSUMPTION MITIGATION................................................................................................................. 12
4 IMPLEMENTATION STAGES......................................................................................................... 13
4.1 WORK BREAKDOWN STRUCTURE (WBS)..............................................................................................
13
4.2 INITIATE & PLAN (STAGE 1)................................................................................................................
15
4.2.1 Tyler Internal Coordination & Planning.................................................................................15
4.2.2 System Infrastructure Planning.............................................................................................16
4.2.3 Project/Phase Planning.........................................................................................................17
4.2.4 Project Schedule....................................................................................................................18
4.2.5 Stakeholder Presentation......................................................................................................19
4.2.6 Control Point 1: Initiate & Plan Stage Acceptance................................................................20
4.3 ASSESS & DEFINE (STAGE 2)...............................................................................................................
21
4.3.1 Fundamentals Review...........................................................................................................21
4.3.2 Current/Future State Analysis...............................................................................................
22
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4.3.3
Data Conversion Planning & Mapping..................................................................................
23
4.3.4
Standard 3rd Party Data Exchange Planning........................................................................
24
4.3.5
Customization Analysis & Specification, if contracted..........................................................
25
4.3.6
Forms & Reports Planning.....................................................................................................
26
4.3.7
System Deployment...............................................................................................................27
4.3.8
Control Point 2: Assess & Define Stage Acceptance..............................................................
28
4.4 BUILD
& VALIDATE (STAGE 3).............................................................................................................
30
4.4.1
Configuration & Power User Training...................................................................................
30
4.4.2
Data Conversion & Validation...............................................................................................31
4.4.3
Standard 3rd Party Data Exchange Validation......................................................................
32
4.4.4
Customization Delivery & Validation, if contracted..............................................................
33
4.4.5
Forms & Reports Validation..................................................................................................
34
4.4.6
Control Point 3: Build & Validate Stage Acceptance.............................................................
35
4.5 FINAL TESTING & TRAINING (STAGE 4) .................................................................................................36
4.5.1
Cutover Planning ...................................................................................................................36
4.5.2
User Acceptance Testing(UAT).............................................................................................37
4.5.3
End User Training..................................................................................................................
38
4.5.4
Control Point 4: Final Testing & Training Stage Acceptance .................................................
39
4.6 PRODUCTION
CUTOVER (STAGE 5).......................................................................................................40
4.6.1
Final Data Conversion, if applicable......................................................................................40
4.6.2
Production Processing & Assistance......................................................................................
41
4.6.3
Transition to Tyler Support....................................................................................................
42
4.6.4
Schedule Post -production Services, if applicable..................................................................
43
4.6.5
Control Point 5: Production Cutover Stage Acceptance........................................................
44
4.7 PHASE/PROJECT
CLOSURE (STAGE 6)...................................................................................................45
4.7.1
Close Phase/Project...............................................................................................................45
4.7.2
Control Point 6: Phase/Project Closure Stage Acceptance....................................................
46
5 ROLES AND RESPONSIBILITIES..................................................................................................... 47
5.1 TYLER ROLES AND RESPONSIBILITIES.....................................................................................................47
5.1.1
Tyler Executive Management................................................................................................
47
5.1.2
Tyler Implementation Management.....................................................................................47
5.1.3
Tyler Project Manager...........................................................................................................
47
5.1.4
Tyler Implementation Consultant..........................................................................................
48
5.1.5
Tyler Sales..............................................................................................................................
49
5.1.6
Tyler Software Support..........................................................................................................
49
5.2 PORT
ORCHARD ROLES AND RESPONSIBILITIES.......................................................................................49
5.2.1
Port Orchard Executive Sponsor............................................................................................
49
5.2.2
Port Orchard Steering Committee.........................................................................................
49
5.2.3
Port Orchard Project Manager..............................................................................................
50
5.2.4
Port Orchard Functional Leads..............................................................................................
51
5.2.5
Port Orchard Power Users.....................................................................................................
52
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5.2.6 Port Orchard End Users.........................................................................................................52
5.2.7 Port Orchard Technical Support............................................................................................ 52
5.2.8 Port Orchard Upgrade Coordinator....................................................................................... 53
5.2.9 Port Orchard project Toolset Coordinator............................................................................. 53
5.2.10 Port Orchard Change Management Lead............................................................................. 53
6 GLOSSARY...................................................................................................................................54
7 INCODE 10 CONVERSION SUMMARY........................................................................................... 57
7.1 GENERAL LEDGER— CHART OF ACCOUNTS............................................................................................57
7.2 GENERAL LEDGER— LEGACY/HISTORICALVIEWS....................................................................................57
7.3 ACCOUNTS PAYABLE —VENDOR MASTER..............................................................................................57
7.4 ACCOUNTS PAYABLE — LEGACY/HISTORICAL VIEWS................................................................................ 57
7.5 PERSONNEL MANAGEMENT/PAYROLL - STANDARD................................................................................ 57
7.6 PERSONNEL MANAGEMENT/PAYROLL— LEGACY/HISTORICALVIEWS.........................................................57
7.7 UTILITY BILLING - STANDARD.............................................................................................................. 57
7.8 UTILITY BILLING — LEGACY/HISTORICAL VIEWS....................................................................................... 57
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1 Executive Summary
1.1 Project Overview
The Statement of Work (SOW) documents the Project Scope, methodology, roles and responsibilities,
implementation Stages, and deliverables for the implementation of Tyler products.
The Project goals are to offer City of Port Orchard the opportunity to make the Port Orchard more
accessible and responsive to external and internal customer needs and more efficient in its operations
through:
• Streamlining, automating, and integrating business processes and practices
• Providing tools to produce and access information in a real-time environment
• Enabling and empowering users to become more efficient, productive and responsive
• Successfully overcoming current challenges and meeting future goals
1.2 Product Summary
Below, is a summary of the products included in this Project, as well as reference to the Port Orchard's
functional area utilizing the Tyler product(s). Refer to the Implementation Stages section of this SOW for
information containing detailed service components.
[PRODUCT] [APPLICATION]
Incode Financials
Incode Personnel Management
Incode CIS
Tyler Content Manager Document Management
1.3 Project Timeline
The Project Timeline establishes a start and end date for each Phase of the Project. Developed during the
Initiate & Plan Stage and revised as mutually agreed to, if needed, the timeline accounts for resource
availability, business goals, size and complexity of the Project, and task duration requirements.
1.4 Project Methodology Overview
Tyler bases its implementation methodology on the Project Management Institute's (PMI) Process Groups
(Initiating, Planning, Executing, Monitoring & Controlling, and Closing). Using this model, Tyler developed
a 6-stage process specifically designed to focus on critical project success measurement factors.
Tailored specifically for Tyler's Public Sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to Scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently
across Phases, and is scaled to meet the Port Orchard's complexity, and organizational needs.
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2 Project Governance
The purpose of this section is to define the resources required to adequately establish the business
needs, objectives, and priorities for the Project; communicate the goals to other project participants; and
provide support and guidance to accomplish these goals. Project governance also defines the structure
for issue escalation and resolution, Change Control review and authority, and organizational Change
Management activities.
The preliminary governance structure establishes a clear escalation path when issues and risks require
escalation above the Project Manager level. Further refinement of the governance structure, related
processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage.
The path below illustrates an overall team perspective where Tyler and the Port Orchard collaborate to
resolve project challenges according to defined escalation paths. In the event Project Managers do not
possess authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation
management and the Port Orchard steering committee become the escalation points to triage responses
prior to escalation to the Port Orchard and Tyler executive sponsors. As part of the escalation process,
each project governance tier presents recommendations and supporting information to facilitate
knowledge transfer and issue resolution. The Port Orchard and Tyler executive sponsors serve as the final
escalation point.
2.1 Client Governance
Depending on the Port Orchard's organizational structure and size, the following governance roles may
be filled by one or more people:
2.1.1 Client Project Manager
The Port Orchard's Project Manager(s) coordinate project team members, subject matter experts, and
the overall implementation schedule and serves as the primary point of contact with Tyler. The Port
Orchard Project Manager(s) will be responsible for reporting to the Port Orchard steering committee and
determining appropriate escalation points.
2.1.2 Steering Committee
The Port Orchard steering committee understands and supports the cultural change necessary for the
Project and fosters an appreciation of the Project's value throughout the organization. Oversees the Port
Orchard Project Manager(s) and the Project as a whole and through participation in regular internal
meetings, the Port Orchard steering committee remains updated on all project progress, project
decisions, and achievement of project milestones. The Port Orchard steering committee also provides
support to the Port Orchard Project Manager(s) by communicating the importance of the Project to all
impacted departments. The Port Orchard steering committee is responsible for ensuring the Project has
appropriate resources, provides strategic direction to the project team, for making timely decisions on
critical project issues or policy decisions. The Port Orchard steering committee also serves as primary
level of issue resolution for the Project.
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2.1.3 Executive Sponsor(s)
The Port Orchard's executive sponsor provides support to the Project by allocating resources, providing
strategic direction, and communicating key issues about the Project and the Project's overall importance
to the organization. When called upon, the executive sponsor also acts as the final authority on all
escalated project issues. The executive sponsor engages in the Project, as needed, in order to provide
necessary support, oversight, guidance, and escalation, but does not participate in day-to-day project
activities. The executive sponsor empowers the Port Orchard steering committee, Project Manager(s),
and Functional Leads to make critical business decisions for the Port Orchard.
2.2 Tyler Governance
2.2.1 Tyler Project Manager
The Tyler Project Manager(s) have direct involvement with the Project and coordinates Tyler project team
members, subject matter experts, the overall implementation schedule, and serves as the primary point
of contact with the Port Orchard. As requested by the Port Orchard, the Tyler Project Manager(s) provide
regular updates to the Port Orchard's steering committee and other Tyler governance members.
2.2.2 Tyler Implementation Management
Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process. Tyler Project Manager(s) consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution with
the Tyler Project Manager(s) or with the Port Orchard management, as appropriate. Tyler executive
management is the escalation point for any issues not resolved at this level. The name(s) and contact
information for this resource will be provided and available to the project team.
2.2.3 Tyler Executive Management
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers additional support to the project team and collaborates with other
Tyler department managers, as needed, in order to escalate and facilitate implementation project tasks
and decisions. The name(s) and contact information for this resource will be provided and available to the
project team.
2.3 Acceptance and Acknowledgment Process
All Deliverables and Control Points must be accepted or acknowledged following the process below.
Acceptance requires a formal sign -off while acknowledgement may be provided without formal sign -off at
the time of delivery. The following process will be used for accepting or acknowledging Deliverables and
Control Points:
• The Port Orchard shall have five (S) business days from the date of delivery, or as otherwise
mutually agreed upon by the parties in writing, to accept or acknowledge each Deliverable or
Control Point. If the Port Orchard does not provide acceptance or acknowledgement within five
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(5) business days, or the otherwise agreed upon timeframe, not to be unreasonably withheld,
Tyler deems the Deliverable or Control Point as accepted.
If the Port Orchard does not agree the particular Deliverable or Control Point meets
requirements, the Port Orchard shall notify Tyler Project Manager(s), in writing, with reasoning
within five (5) business days, or the otherwise agreed -upon timeframe, not to be unreasonably
withheld, of receipt of the Deliverable.
Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The Port
Orchard shall then have two (2) business days from receipt of the redelivered Deliverable or
Control Point to accept or again submit written notification of reasons for rejecting the
milestone. If the Port Orchard does not provide acceptance or acknowledgement within two (2)
business days, or the otherwise agreed upon timeframe, not to be unreasonably withheld, Tyler
deems the Deliverable or Control Point as accepted.
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3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
• Project activities will begin, as mutually agreed to, after the Agreement has been fully executed.
• The Port Orchard has the ability allocate additional internal resources if needed.
• The Port Orchard also ensures the alignment of their budget and Scope expectations.
• The Port Orchard and Tyler ensure that the assigned resources are available, they buy -into the
change process, and they possess the required business knowledge to complete their assigned
tasks successfully. Should there be a change in resources, the replacement resource should have
a comparable level of availability, buy -in, and knowledge.
• Abbreviated timelines and overlapped Phases can result in project delays if there are not
sufficient resources assigned to complete all required work as scheduled.
• Changes to Project Plan, availability of resources or changes in Scope may result in schedule
delays, which may result in additional charges to the Project.
• Tyler provides a written agenda and notice of any prerequisites to the Port Orchard Project
Manager(s) ten (10) business days prior to any scheduled on site or remote sessions.
• Tyler provides notice of any prerequisites to the Port Orchard Project Manager(s) a minimum of
ten (10) business days prior to any key deliverable due dates.
• Port Orchard users complete prerequisites prior to applicable scheduled activities.
• Tyler provides guidance for configuration and processing options available within the Tyler
software. The Port Orchard is responsible for making decisions based on the options available.
• In the event the Port Orchard may elect to add and/or modify current business policies during the
course of this Project, such policy changes are solely the Port Orchard's responsibility to define,
document, and implement.
• The Port Orchard makes timely Project related decisions in order to achieve scheduled due dates
on tasks and prepare for subsequent training sessions. Decisions left unmade may affect the
schedule, as each analysis and implementation session builds on the decisions made in prior
sessions.
• Tyler considers additional services out of Scope and requires additional time and costs be
requested via Change Request approved through the Change Control process.
• The Port Orchard will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan.
3.2 Data Conversion
• The Port Orchard will provide file layouts associated with data extract(s)
o The approved file layout, unless otherwise agreed to, is a fixed length ASCII file layout for
each data extract
• The Port Orchard understands the Legacy System data extract(s) must be provided to Tyler in
the same format each time unless changes are mutually agreed upon in advance
• The Port Orchard is solely responsible to ensure all required data is extracted and provided to
Tyler for accurate and complete data population in the Tyler database
• The Port Orchard understands each Legacy System data extract submitted for conversion
includes all associated records in a single file
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o The Port Orchard will utilize a single standard file layout for records containing similar
data elements. This allows Tyler to use one set of scripts to move Legacy data into the
Tyler database
• The Port Orchard agrees to produce the needed data extract(s) from the static Legacy System
database to Tyler on the specified due dates)
• At the time the Legacy System data extract(s) are created, the Port Orchard will either freeze
the Legacy System database containing the extracted data or produce reports and detail
screen captures using the extracted data to reconcile the converted data within the Tyler
solution
• The Port Orchard agrees to provide resources with in-depth knowledge of the Legacy
solutions data and data structure to work collaboratively with Tyler resources to drive the
mapping of the data to the Tyler solution(s)
• The Port Orchard will grant Tyler access to the Legacy System to assist with understanding
data relationships to improve the accuracy and quality of the converted data
• Tyler will create one set of scripts to move Legacy System data of similar characteristics to
the Tyler database
• The Port Orchard agrees to provide resources with in-depth knowledge of the Legacy
solutions' data to validate the data once populated within the Tyler database
o Tyler will perform an initial data validation, but it is the responsibility of the Port Orchard
to ensure the quality and accuracy of the data loaded to the Tyler database
• The Port Orchard and Tyler will work in an iterative process to validate data, correct data,
validate, etc. until the data is reasonably sound
• The Port Orchard may need to correct data scenarios in the Legacy System prior to the final
data extract(s) being created
• During Production Cutover, the Port Orchard may need to manually add or adjust data after
data has been loaded into the production database as mutually agreed to prior to the load
3.3 Data Exchanges, Modifications, Forms and Reports
• The Port Orchard ensures the 3rd party data received conforms to a Tyler standard format.
• The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to manipulate the data received.
• Client is on a supported, compatible version of the 3rd party software or Tyler Standard Data
Exchange tools may not be available.
• The Port Orchard is willing to make reasonable business process changes rather than expecting
the product to conform to every aspect of their current system/process.
• Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested after contract signing have the potential to change cost, Scope, schedule, and
production dates for project Phases. Modification requests not in Scope must follow the Project
Change Control process.
• The Port Orchard testing environment contains the Tyler software version required for delivery of
the Modification prior to the scheduled delivery date for testing
• The Port Orchard is responsible for verifying the performance of the Modification as defined by
the specification
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3.4 Hardware and Software
• Tyler will initially install the most current generally available version of the purchased Tyler
software.
• The Port Orchard will provide network access for Tyler modules, printers, and Internet access to
all applicable Port Orchard and Tyler project staff.
• The Port Orchard has in place all hardware, software, and technical infrastructure necessary to
support the Project.
• The Port Orchard's system hardware and software meet Tyler standards to ensure sufficient
speed and operability of Tyler software. Tyler will not support use of software if the Port Orchard
does not meet minimum standards of Tyler's published specifications.
3.5 Environments and Databases
• Tyler will establish three (3) software environments and three (3) databases for the Project. The
environments will be production, train and test. Each environment will have a corresponding
database named the same as the environments; production database, train database and test
database
• The test environment will be used by Tyler to build the solution. Tyler will use the test database
for testing and reviewing converted data. Tyler will also use the test database to present
completed Deliverables to the Port Orchard for acceptance. Once Deliverables have been
accepted, they will be moved to the production and train environments
• The train database will be used by the Port Orchard for reviewing the converted data, testing, and
training
• At Production Cutover the production database will be used for processing daily functions
3.6 Education
• Throughout the Project lifecycle, the Port Orchard provides a training room for Tyler staff to
transfer knowledge to the Port Orchard's resources, for both onsite and remote sessions. The
Port Orchard will provide staff with a location to practice what they have learned without
distraction. If Phases overlap, the Port Orchard will provide multiple training facilities to allow for
independent sessions scheduling without conflict.
• The training room is set up in a classroom setting. The Port Orchard determines the number of
workstations in the room. Tyler recommends every person attending a scheduled session with a
Tyler Consultant or Trainer have their own workstation. However, Tyler requires there be no
more than two (2) people at a given workstation.
• The Port Orchard provides a workstation which connects to the Tyler system for the Tyler trainer
conducting the session. The computer connects to a Port Orchard provided projector, allowing all
attendees the ability to actively engage in the training session.
• Tyler is responsible for providing formal training on all functional areas of the software to the
Port Orchard's designated Power Users. The Port Orchard will designate up to fifteen (15) Power
Users for any specific class. The Power Users will vary based on agenda topics and area of the
assessment office that the class pertains to. Power Users will then be empowered with the
knowledge to conduct training to Port Orchard End Users. In addition, informal education will
occur leading up to the formal training sessions. Every time Tyler resources work with Port
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Orchard staff to demonstrate a specific function/feature/executable with the Port Orchard is an
opportunity to better understand and appreciate the Tyler solution
• Tyler will conduct one (1) formal training session for each of the functional areas of the software.
The functional areas covered will allow the Port Orchard to utilize the software. The Port Orchard
is responsible for assigning the appropriate Power Users to attend these sessions
• Tyler follows a train -the -trainer approach to allow Port Orchard Power Users attending the
sessions to disseminate the knowledge being learned during Tyler lead sessions to other Port
Orchard users
• Users performing User Acceptance Testing (UAT) have attended all applicable training sessions
prior to performing UAT.
3.7 Assumption Mitigation
• In the event that any assumptions are not met or prove to be invalid the parties agree to work in
good faith to mitigate any resulting issues
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4 Implementation Stages
4.1 Work Breakdown Structure (WBS)
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down
into smaller, more manageable components. The top level components are called "Stages" and the
second level components are called "work packages." The work packages, shown below each Stage,
contain the high-level work to be done. The detailed Project Plan, developed during Initiate & Plan and
finalized during Assess & Define, will list the tasks to be completed within each work package. Each Stage
ends with a "Control Point", confirming the work performed during that Stage of the Project.
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1.1.0
Initiate & Plan
1.1.1
Tyler Internal
Coordination &
Planning
1.1.2
System
Infrastructure
Planning
1.13
Project/Phase
Planning
2.2A
Project Schedule
LIS
Stakeholder
Presentation
L3.6
CONTROL POINT-
1: Initiate & Plan
1.2.0
Assess &
Define
LLl
Fundamentals
Review
1.2.2
Current/Future
State Analysis
LZ3
Data Conversion
Planning &
Mapping
1.L9
Standard 3i4
Parry Data
Exchange
Planning
1.2.5
Modification
Analysis &
Specification'
1.2.6
Forms & Reports
Planning
Sa.r
System
Deployment
1.2.a
CONTROL POINT i
2: Assess &
Define Stage
Acceptance
--------------------------
1.3.0
Build &
Validate
L3.1
Configuration &
Power User
Training
f1.3.2
Data Conversion
& Validation
L33
Standard 3rd
Party Data
Exchange
Validation
13A
Modification
Delivery &
Validation`
1.3.5
Forms & Reports
Validation
1.3.6
CONTROL POINT
3: Build &
Validate Stage
Acceptance
i
1.4.0
Final Testing &
Training
W
�1
1.4.1
Cutover Planning
3.4.2
User Acceptance
` Testing
1.4.3
End User Training
1.4.4
CONTROL POINT
4: Final Training
& Testing Stage-
\ Acceptance
* - If included in project scope
1.S.0
Production
Cutover
25.1
Final Data
Conversion
15.2
Production
Processing &
Assistance
25.3
Transition to
Tyler Support
1.5.4
Schedule Post
Live Services, If
applicable
15.5
CONTROL POINT
S: Production
Cutover Stage
Acceptance
1.6.0
Phase/Project
Closure
1.6.1
Close Phase/
Project
1.6.2
CONTROL POINT
6: Phase/Project
Closure Stage
Acceptance
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4.2 Initiate & Plan (Stage 1)
The Initiate & Plan Stage creates a foundation for the Project through identification of Port Orchard and
Tyler Project management teams, development of implementation management plans, and the provision
and discussion of system infrastructure requirements. Port Orchard participation in gathering information
is critical. Tyler Project management teams present initial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Planning
Prior to Project commencement, Tyler management staff assigns Project Manager(s). Tyler provides the
Port Orchard with initial Project documents used in gathering basic information, which aids in preliminary
planning and scheduling. Port Orchard participation in gathering requested information by provided
deadlines ensures the Project moves forward in a timely fashion. Internally, the Tyler Project Manager(s)
coordinate with Sales to ensure transfer of vital information from the sales process prior to scheduling a
Project Planning Meeting with the Port Orchard's team. During this step, Tyler will work with the Client to
establish the date(s) for the Project/Phase Planning session.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1
Tyler Internal Coordination & Planning
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4.2.2 System Infrastructure Planning
The Port Orchard provides, purchases or acquires hardware according to hardware specifications
provided by Tyler and ensures it is available at the Port Orchard's site. The Port Orchard completes the
system infrastructure audit, ensuring vital system infrastructure information is available to the Tyler
implementation team, and verifies all hardware compatibility with Tyler solutions.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1
System Infrastructure Planning
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4.2.3 Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract, software, data conversions
and services purchased, identify Applications to implement in each Phase (if applicable), and discuss
implementation timeframes. The Tyler Project Manager(s) deliver an Implementation Management Plan,
which is mutually agreeable by Port Orchard and Tyler.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1
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4.2.4 Project Schedule
Client and Tyler will mutually develop an initial Project schedule. The initial schedule includes, at
minimum, enough detail to begin Project activities while the detailed Project Plan/schedule is being
developed and refined.
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STAGE 1
Project Schedule
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4.2.5 Stakeholder Presentation
Port Orchard stakeholders join Tyler Project Management to communicate successful Project criteria,
Project goals, Deliverables, a high-level milestone schedule, and roles and responsibilities of Project
participants.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1
Stakeholder Presentation
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4.2.6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Assess & Define Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.2.6.1 Initiate & Plan Stage Deliverables
• Implementation Management Plan
o Objective: Update and deliver baseline management plans to reflect the approach to the
Port Orchard's Project.
o Scope: The Implementation Management addresses how communication, quality control,
risks/issues, resources and schedules, and Software Upgrades (if applicable) will be
managed throughout the lifecycle of the Project.
o Acceptance criteria: Port Orchard reviews and acknowledges Implementation
Management Plan
• Project Plan/Schedule
o Objective: Provide a comprehensive list of tasks, timelines and assignments related to the
Deliverables of the Project.
o Scope: Task list, assignments and due dates
o Acceptance criteria: Port Orchard acceptance of schedule based on Port Orchard
resource availability and Project budget and goals.
4.2.6.2 Initiate & Plan Stage Acceptance Criteria
• Hardware Installed
• System infrastructure audit complete and verified
• Implementation Management Plan delivered
• Project Plan/Schedule delivered; dates confirmed
• Stakeholder Presentation complete
20/57
tyler
•• technologies
4.3 Assess & Define (Stage 2)
The primary objective of Assess & Define is to gather information about current Port Orchard business
processes and translate the material into future business processes using Tyler Applications. Tyler uses a
variety of methods for obtaining the information, all requiring Port Orchard collaboration. The Port
Orchard shall provide complete and accurate information to Tyler staff for analysis and understanding of
current workflows and business processes.
4.3.1 Fundamentals Review
Fundamentals Review provides functional leads and Power Users an overall understanding of software
capabilities prior to beginning current and future state analysis. The primary goal is to provide a basic
understanding of system functionality, which provides a foundation for upcoming conversations
regarding future state processing. Tyler utilizes a variety of methods for completing fundamentals
training including the use of eLearning, videos, documentation, and walkthroughs.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2
Assess & Define
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21 / 57 • •••
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4.3.2 Current/Future State Analysis
Port Orchard and Tyler evaluate current state processes, options within the new software, pros and cons
of each option based on current or desired state, and make decisions about future state configuration
and processing.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2
Current/Future State Analysis
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22/57 •0. •. tyler
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4.3.3 Data Conversion Planning & Mapping
This entails the activities performed to prepare to convert data from the Port Orchard's Legacy System
Applications to the Tyler system. Tyler staff and the Port Orchard work together to complete Data
Mapping for each piece of data (as outlined in the Agreement) from the Legacy System to a location in
the Tyler system.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2
Data Conversion Planning & Mapping
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Standard 3rd Party Data Exchange Planning
Standard Data Exchange tools are available to allow clients to get data in and out of the Tyler system with
external systems. Data exchange tools can take the form of Imports and Exports, and Interfaces.
A Standard Interface is a real-time or automated exchange of data between two systems. This could be
done programmatically or through an API. It is Tyler's responsibility to ensure the Tyler programs operate
correctly. It is the Port Orchard's responsibility to ensure the third party program operates or accesses
the data correctly.
The Port Orchard and Tyler Project Manager(s) will work together to define/confirm which Data
Exchanges are needed (if not outlined in the Agreement). Tyler will provide a file layout for each Standard
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2
Standard 31d Party Data Exchange Planning
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4.3.5 Customization Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage. The Port Orchard reviews the specifications and confirms they meet Port Orchard's
needs prior to acceptance. Out of Scope items or changes to specifications after acceptance may require
a Change Request.
Tyler's intention is to minimize Customizations by using Standard functionality within the Application,
which may require a Port Orchard business process change. It is the responsibility of the Port Orchard to
detail all of their needs during the Assess and Define Stage. Tyler will write up specifications (for Port
Orchard approval) for contracted program Customizations. Upon approval, Tyler will make the agreed
upon Customizations to the respective program(s). Once the Customizations have been delivered, the
Port Orchard will test and approve those changes during the Build and Validate Stage.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2
Customization Analysis & Specification, if contracted
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4.3.6 Forms & Reports Planning
Port Orchard and Tyler Project Manager(s) review Forms and Reporting needs. Items that may be
included in the Agreement are either Standard Forms and Reports or known/included Customization(s).
Items not included in the Agreement could be either Port Orchard -developed Reports or a newly
discovered Customization that will require a Change Request.
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Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
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4.3.8.1 Assess & Define Stage Deliverables
• Completed analysis Questionnaire
o Objective: Gather and document information related to Port Orchard business processes
for current/future state analysis as it relates to Tyler approach/solution.
o Scope: Provide comprehensive answers to all questions on Questionnaire(s).
o Acceptance criteria: Port Orchard acceptance of completed Questionnaire based on
thoroughness of capturing all Port Orchard business practices to be achieved through
Tyler solution.
• Data conversion summary and specification documents
o Objective: Define data conversion approach and strategy
o Scope: Data conversion approach defined, data extract strategy, conversion and
reconciliation strategy.
o Acceptance criteria: Data conversion document(s) delivered to the Port Orchard,
reflecting complete and accurate conversion decisions.
• Customization specification documents, if contracted
o Objective: Provide comprehensive outline of identified gaps, and how the custom
program meets the Port Orchard's needs
o Scope: Design solution for Customization
o Acceptance criteria: Port Orchard accepts Custom Specification Document(s) and agrees
that the proposed solution meets their requirements
• Completed Forms options and/or packages
o Objective: Provide specifications for each Port Orchard in Scope form, Report and output
requirements
o Scope: Complete Forms package(s) included in agreement and identify Reporting needs.
o Acceptance criteria: Identify Forms choices and receive supporting documentation
• Installation checklist
o Objective: Installation of purchased Tyler software
o Scope: Tyler will conduct an initial coordination call, perform an installation of the
software included in the Agreement, conduct follow up to ensure all tasks are complete,
and complete server system administration training, unless the Port Orchard is hosted.
o Acceptance criteria: Tyler software is successfully installed and available to authorized
users, Port Orchard team members are trained on applicable system administration
tasks.
4.3.8.2 Assess & Define Stage Acceptance Criteria
0 Tyler software is installed
• Fundamentals review is complete
• Required Form information complete and provided to Tyler
• Current/Future state analysis completed; Questionnaires delivered and reviewed
• Data conversion mapping and extractions completed and provided to Tyler
29/57 •0 0, tyler
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4.4 Build & Validate (Stage 3)
The objective of the Build & Validate Stage is to prepare the software for use in accordance with the Port
Orchard's needs identified during the Assess and Define Stage, preparing the Port Orchard for Final
Testing and Training.
4.4.1 Configuration & Power User Training
Tyler staff collaborates with the Port Orchard to complete software configuration based on the outputs of
the future state analysis performed during the Assess and Define Stage. Tyler staff will train the Port
Orchard Power Users to prepare them for the Validation of the software. The Port Orchard collaborates
with Tyler staff iteratively to Validate software configuration.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
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4.4.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors. With assistance from the Port Orchard,
the Tyler Data Conversion Team addresses items within the conversion program to provide the most
efficient data conversion possible. With guidance from Tyler, the Port Orchard reviews specific data
elements within the system and identifies and Reports discrepancies in writing. Iteratively, Tyler
collaborates with the Port Orchard to address conversion discrepancies prior to acceptance.
RACI MATRIX KEY: R = Responsible A= Accountable C= Consulted I = Informed
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Tyler delivers in Scope Customizations) to the Port Orchard for preliminary testing. Final acceptance will
occur during the Final Testing and Training Stage.
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Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Final Testing &
Training Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.4.6.1 Build & Validate Stage Deliverables
• Initial data conversion
o Objective: Convert Legacy System data into Tyler system
o Scope: Data conversion program complete; deliver converted data for review
o Acceptance criteria: Initial error log available for review
• Data conversion verification document
o Objective: Provide instructions to the Port Orchard to verify converted data for accuracy
o Scope: Provide self -guided instructions to verify specific data components in Tyler system
o Acceptance criteria: Port Orchard accepts data conversion delivery; Port Orchard
completes data issues log
• Installation of Customizations on the Port Orchard's server(s) *except for hosted Clients
o Objective: Deliver Customization(s) in Tyler software
o Scope: Program for Customization is complete and available in Tyler software,
Customization testing
o Acceptance criteria: Delivery of Customization(s) results in objectives described in the
Port Orchard -signed specification.
• Standard Forms & Reports Delivered
o Objective: Provide Standard Forms & Reports for review
o Scope: Installation of all Standard Forms & Reports included in the Agreement
o Acceptance criteria: Standard Forms & Reports available in Tyler software for testing in
Stage 4
4.4.6.2 Build & Validate Stage Acceptance Criteria
• Application configuration completed
• Standard Forms & Reports delivered and available for testing in Stage 4
• Data conversions (except final pass) delivered
• Standard 3rd party Data Exchange training provided
• Customizations delivered and available for testing in Stage 4
• The Port Orchard and Tyler have done a review of primary configuration areas to Validate
completeness and readiness for testing and acceptance in Stage 4.
35 / 57 *Go
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4.5 Final Testing & Training (Stage 4)
During Final Testing and Training, Tyler and the Port Orchard review the final Cutover plan. A critical
Project success factor is the Port Orchard understanding the importance of Final Testing and Training and
dedicating the resources required for testing and training efforts in order to ensure a successful
Production Cutover.
4.5.1 Cutover Planning
Port Orchard and Tyler Project Manager(s) discuss final preparations and critical dates for Production
Cutover. Tyler delivers a Production Cutover Checklist to outline Cutover tasks to help prepare the Port
Orchard for success.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4
Cutover Planning
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4.5.2 User Acceptance Testing (UAT)
The Port Orchard performs User Acceptance Testing to verify software readiness for day-to-day business
processing. Tyler provides a Test Plan for users to follow to ensure proper Validation of the system.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4
User Acceptance Testing (UAT)
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4.5.3 End User Training
End Users attend training sessions to learn how to utilize Tyler software. Training focuses primarily on
day-to-day Port Orchard processes that will be delivered via group training, webinar, eLearnings and/or
live training sessions.
Unless stated otherwise in the Agreement, Tyler provides one occurrence of each scheduled training or
implementation topic with up to the maximum number of users as defined in the Agreement, or as
otherwise mutually agreed. Port Orchard users who attended the Tyler sessions may train any Port
Orchard users not able to attend the Tyler sessions or additional sessions may be contracted at the
applicable rates for training.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4
End User Training
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4.5.4 Control Point 4: Final Testing & Training Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Production
Cutover Stage is dependent upon Tyler's receipt of the Stage Acceptance.
4.5.4.1 Final Testing & Training Stage Deliverables
• Production Cutover checklist
o Objective: Provide a detailed checklist outlining tasks necessary for production Cutover
o Scope: Dates for final conversion, date(s) to cease system processing in Legacy System,
date(s) for first processing in Tyler system, contingency plan for processing
o Acceptance criteria: Definition of all pre -production tasks, assignment of owners and
establishment of due dates
• User Acceptance Test Plan
o Objective: Provide testing steps to guide users through testing business processes in Tyler
software.
o Scope: Testing steps for Standard business processes.
o Acceptance criteria: Testing steps have been provided for Standard business processes.
4.5.4.2 Final Testing & Training Stage Acceptance Criteria
• Production Cutover Checklist delivered and reviewed
• Customization(s) tested and accepted, if applicable
• Standard 3rd party Data Exchange programs tested and accepted
• Standard Forms & Reports tested and accepted
• User acceptance testing completed
• End User training completed
39/57 0 0 0 tyler
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4.6 Production Cutover (Stage 5)
Port Orchard and Tyler resources complete tasks as outlined in the Production Cutover Plan and the Port
Orchard begins processing day-to-day business transactions in the Tyler software. Following production
Cutover, the Port Orchard transitions to the Tyler support team for ongoing support of the Application.
4.6.1 Final Data Conversion, if applicable
The Port Orchard provides final data extract and Reports from the Legacy System for data conversion and
Tyler executes final data conversion. The Port Orchard may need to manually enter into the Tyler system
any data added to the Legacy System after final data extract.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5
Final Data Conversion, if applicable
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Tyler provides post -production services if included in the Agreement. Prior to scheduling services, the
Tyler Project Manager(s) collaborate with Port Orchard Project Manager(s) to identify needs.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5
Schedule Post -Production Services, if applicable
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4.6.5 Control Point 5: Production Cutover Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Phase/Project
Closure Stage is dependent upon Tyler's receipt of this Stage Acceptance.
4.6.5.1 Production Cutover Stage Deliverables
• Final data conversion, if applicable
o Objective: Ensure (in Scope) Legacy System data is available in Tyler software in
preparation for production processing.
o Scope: Final passes of all conversions completed in this Phase
o Acceptance criteria: Data is available in production environment
• Support transition documents
o Objective: Define strategy for on -going Tyler support
o Scope: Define support strategy for day-to-day processing, conference call with Port
Orchard Project Manager(s) and Tyler support team, define roles and responsibilities,
define methods for contacting support
o Acceptance criteria: the Port Orchard receives tools to contact support and understands
proper support procedures.
4.6.5.2 Production Cutover Stage Acceptance Criteria
• Final data conversion(s) delivered
• Processing is being done in Tyler production
• Transition to Tyler support is completed
• Post -live services have been scheduled, if applicable
44/57 so
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4.7 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of all products purchased and encompassed in the
Phase or Project. The Port Orchard moves into the next cycle of their relationship with Tyler (next Phase
of implementation or long-term relationship with Tyler Support).
4.7.1 Close Phase/Project
The Port Orchard and Tyler Project Manager(s) review the list of outstanding Project activities and
develop a plan to address them. The Tyler Project Manager(s) review the Project budget and status of
each contract Deliverable with the Port Orchard Project Manager(s) prior to closing the Phase or Project.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 6
Close Phase/Project
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4.7.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. This is the final acceptance for the
Phase/Project.
4.7.2.1 Phase/Project Closure Stage Deliverables
• Phase/Project reconciliation report
o Objective: Provide comparison of contract Scope and Project budget
o Scope: Contract Scope versus actual, analysis of services provided and remaining budget,
identify any necessary Change Requests or Project activity.
o Acceptance criteria: Acceptance of services and budget analysis and plan for changes, if
needed.
4.7.2.2 Phase/Project Closure Stage Acceptance Criteria
• Outstanding Phase or Project activities have been documented and assigned
• Phase/final Project budget has been reconciled
• Tyler Deliverables for the Phase/Project are complete
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S Roles and Responsibilities
5.1 Tyler Roles and Responsibilities
Tyler assigns Project Manager(s) prior to the start of each Phase of the Project. The Project Manager(s)
assign additional Tyler resources as the schedule develops and as needs arise. One person may fill
multiple project roles.
5.1.1 Tyler Executive Management
• Provides clear direction for Tyler staff on executing on the project Deliverables to align with
satisfying the Port Orchard's overall organizational strategy
• Authorizes required project resources
• Resolves all decisions and/or issues not resolved at the implementation management level as part
of the escalation process
• Offers additional support to the project team and is able to work with other Tyler department
managers in order to escalate and facilitate implementation project tasks and decisions
• Acts as the counterpart to the Port Orchard's executive sponsor
5.1.2 Tyler Implementation Management
• Acts as the counterpart to the Port Orchard steering committee.
• Assigns initial Tyler project personnel
• Works to resolve all decisions and/or issues not resolved at the Project Management level as part
of the escalation process
• Attends Port Orchard steering committee meetings as necessary
• Provides support for the project team
• Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources
• Monitors project progress including progress towards agreed upon goals and objectives
5.1.3 Tyler Project Manager
The Tyler Project Manager(s) provides oversight of the Project, coordination of resources between
departments, management of the project budget and schedule, effective risk and issue management, and
is the primary point of contact for all Project related items.
• Contract Management
o Validates contract compliance throughout the Project
o Ensures Deliverables meet contract requirements
o Acts as primary point of contact for all contract and invoicing questions
o Prepares and presents contract milestone sign -offs for acceptance by Port Orchard Project
Manager(s)
o Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance
• Planning
47 / 57 • �•�
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o Update and deliver Implementation Management Plan
o Defines project tasks and resource requirements
o Develops initial project schedule and full scale Project Plan
o Collaborates with Port Orchard Project Manager(s) to plan and schedule project timelines to
achieve on -time implementation
• Implementation Management
o Tightly manages Scope and budget of Project, establishes process and approval matrix with
the Port Orchard to ensure Scope changes and budget planned versus actual are transparent
and handled effectively and efficiently
o Establishes and manages a schedule and resource plan that properly supports the Project
Plan as a whole that is also in balance with Scope/budget
o Establishes risk/issue tracking/reporting process between the Port Orchard and Tyler and
takes all necessary steps to proactively mitigate these items or communicates with
transparency to the Port Orchard any items that may impact the outcomes of the Project
o Collaborates with the Port Orchard's Project Manager(s) to establish key business drivers and
success indicators that will help to govern project activities and key decisions to ensure a
quality outcome of the project
o Sets a routine communication plan that will aide all project team members, of both the Port
Orchard and Tyler, in understanding the goals, objectives, current status and health of the
project
• Team Management
o Acts as liaison between project team and Tyler manager(s)
o Identifies and coordinates all Tyler resources across all applications, Phases, and activities
including development, forms, installation, reports, implementation, and billing
o Provides direction and support to project team
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward
o Manages the appropriate assignment and timely completion of tasks as defined in the Project
Plan, task list, and Production Cutover checklist
o Assesses team performance and adjusts as necessary
o Interfaces closely with Tyler developers to coordinate program Modification activities
o Coordinates with in Scope 3rd party providers to align activities with ongoing project tasks
5.1.4 Tyler Implementation Consultant
• Completes tasks as assigned by the Tyler Project Manager(s)
• Performs problem solving and troubleshooting
• Follows up on issues identified during sessions
• Documents activities for on site services performed by Tyler
• Provides conversion Validation and error resolution assistance
• Recommends guidance for testing Forms and Reports
• Tests software functionality with the Port Orchard following configuration
• Assists during Production Cutover process and provides production support until the Port
Orchard transitions to Tyler Support
• Provides product related education
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• Effectively facilitates training sessions and discussions with Port Orchard and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time
• Conducts training (configuration, process, conversion Validation) for Power Users and the Port
Orchard's designated trainers for End Users
• Clearly documents homework tasks with specific due dates and owners, supporting and
reconciling with the final Project Plan
• Keeps Tyler Project Manager(s) proactively apprised of any and all issues which may result in the
need for additional training, change in schedule, change in process decisions, or which have the
potential to adversely impact the success of the Project prior to taking action
5.1.5 Tyler Sales
• Provide sales background information to Implementation during project initiation
• Support Sales transition to Implementation
• Provide historical information, as needed, throughout implementation
5.1.6 Tyler Software Support
• Manages incoming client issues via phone, email, and online customer incident portal
• Documents and prioritizes issues in Tyler's Customer Relationship Management (CRM) system
• Provides issue analysis and general product guidance
• Tracks issues and tickets to timely and effective resolution
• Identifies options for resolving reported issues
• Reports and escalates defects to Tyler Development
• Communicates with the Port Orchard on the status and resolution of reported issues
5.2 Port Orchard Roles and Responsibilities
Port Orchard resources will be assigned prior to the start of each Phase of the project. One person may
be assigned to multiple project roles.
5.2.1 Port Orchard Executive Sponsor
• Provides clear direction for the Project and how the Project applies to the organization's overall
strategy
• Champions the project at the executive level to secure buy -in
• Authorizes required project resources
• Resolves all decisions and/or issues not resolved at the Port Orchard steering committee level as
part of the escalation process
• Actively participates in organizational change communications
5.2.2 Port Orchard Steering Committee
• Works to resolve all decisions and/or issues not resolved at the Project Manager level as part of
the escalation process
• Attends all scheduled steering committee meetings
• Provides support for the project team
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• Assists with communicating key project messages throughout the organization
• Prioritizes the project within the organization
• Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources
• Monitors project progress including progress towards agreed upon goals and objectives
• Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o project Goals
o Port Orchard Policies
5.2.3 Port Orchard Project Manager
The Port Orchard shall assign Project Manager(s) prior to the start of this project with overall
responsibility and authority to make decisions related to project Scope, scheduling, and task assignment,
and communicates decisions and commitments to the Tyler Project Manager(s) in a timely and efficient
manner. When the Port Orchard Project Manager(s) do not have the knowledge or authority to make
decisions, he or she engages the correct resources from Port Orchard to participate in discussions and
make decisions in a timely fashion to avoid project delays.
• Contract Management
o Validates contract compliance throughout the project
o Ensures invoicing and Deliverables meet contract requirements
o Acts as primary point of contact for all contract and invoicing questions
o Signs off on contract milestone acknowledgment documents
o Collaborates on and approves Change Requests, if needed, to ensure proper Scope and
budgetary compliance
• Planning
o Review and acknowledge Implementation Management Plan
o Defines project tasks and resource requirements for County project team
o Collaborates in the development and approval of the initial Project Plan and Project Plan
o Collaborates with Tyler Project Manager(s) to plan and schedule project timelines to achieve
on -time implementation
• Implementation Management
o Tightly manages project budget and Scope and collaborates with Tyler Project Manager(s) to
establish a process and approval matrix to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently
o Collaborates with Tyler Project Manager to establish and manage a schedule and resource
plan that properly supports the project Plan, as a whole, that is also in balance with
Scope/budget
o Collaborates with Tyler Project Manager(s) to establishes risk/issue tracking/reporting
process between the Port Orchard and Tyler and takes all necessary steps to proactively
50/57 •.;:�® tyler,
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mitigate these items or communicates with transparency to Tyler any items that may impact
the outcomes of the project
Collaborates with Tyler Project Manager(s) to establish key business drivers and success
indicators that will help to govern project activities and key decisions to ensure a quality
outcome of the project
Routinely communicates with both Port Orchard staff and Tyler, aiding in the understanding
of goals, objectives, current status, and health of the project by all team members
• Team Management
o Acts as liaison between project team and stakeholders
o Identifies and coordinates all Port Orchard resources across all modules, Phases, and
activities including data conversions, forms design, hardware and software installation,
reports building, and satisfying invoices
o Provides direction and support to project team
o Builds partnerships among the various stakeholders, negotiating authority to move the
project forward
o Manages the appropriate assignment and timely completion of tasks as defined in the project
plan, task list, and production cutover checklist
o Assesses team performance and takes corrective action, if needed
o Provides guidance to Port Orchard technical teams to ensure appropriate response and
collaboration with Tyler technical support teams to ensure timely response and appropriate
resolution
o Coordinates in Scope 3rd party providers to align activities with ongoing project tasks
5.2.4 Port Orchard Functional Leads
• Makes business process change decisions under time sensitive conditions
• Communicates existing business processes and procedures to Tyler consultants
• Assists in identifying business process changes that may require escalation
• Attends and contributes business process expertise for current/future state analysis sessions
• Identifies and includes additional subject matter experts to participate in current/future state
analysis sessions
• Provides business process change support during Power User and End User training
• Completes performance tracking review with client project team on End User competency on
trained topics
• Provides Power and End Users with dedicated time to complete required homework tasks
• Act as an ambassador/champion of change for the new process.
• Identifies and communicates any additional training needs or scheduling conflicts to Port Orchard
Project Manager
• Prepares and Validates Forms
• Actively participates in all aspects of the implementation, including, but not limited to, the
following key activities:
o Task completion
o Stakeholder Presentation
o Implementation Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
51/57 0 tyler
o Escalation of issues
o Communication with Tyler project team
o Coordination of Port Orchard resources
o Attendance at scheduled sessions
o Change Management activities
o Customization specification, demonstrations, testing and approval assistance
o Conversion Analysis and Verification Assistance
o Decentralized End User Training
o Process Testing
o User Acceptance Testing
5.2.5 Port Orchard Power Users
• Participate in project activities as required by the project team and Project Manager(s)
• Provide subject matter expertise on Port Orchard business processes and requirements
• Act as subject matter experts and attend current/future state and validation sessions as needed
• Attend all scheduled training sessions
• Participate in all required post -training processes as needed throughout project
• Participate in conversion Validation
• Test all Application configuration to ensure it satisfies business process requirements
• Become Application experts
• Participate in User Acceptance Testing
• Adopt and support changed procedures
• Complete all Deliverables by the due dates defined in the Project Plan
• Demonstrate competency with Tyler products processing prior to Production Cutover
• Provide knowledge transfer to Port Orchard staff during and after implementation
5.2.6 Port Orchard End Users
• Attend all scheduled training sessions
• Become proficient in Application functions related to job duties
• Adopt and utilize changed procedures
• Complete all Deliverables by the due dates defined in the Project Plan
• Utilize software to perform job functions at and beyond Production Cutover
5.2.7 Port Orchard Technical Support
• Coordinates updates and releases with Tyler as needed
• Coordinates the copying of source databases to training/testing databases as needed for training
days
• Extracts and transmits conversion data and control reports from Port Orchard's Legacy System
per the conversion schedule set forth in the Project Plan
• Coordinates and adds new users and printers and other Peripherals as needed
• Validates all users understand log -on process and have necessary permission for all training
sessions
• Coordinates Interface development for Port Orchard 3,d party Data Exchanges.
• Develops or assists in creating Reports as needed
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• Ensures onsite system hardware meets specifications provided by Tyler
• Assists with software deployment as needed
5.2.8 Port Orchard Upgrade Coordinator
• Becomes familiar with the Software Upgrade process and required steps
• Becomes familiar with Tyler's releases and updates
• Utilizes Tyler Community to stay abreast of the latest Tyler releases and updates, as well as the
latest helpful tools to manage the Port Orchard's Software Upgrade process
• Assists with the Software Upgrade process during implementation
• Manages Software Upgrade activities post -implementation
• Manages Software Upgrade plan activities
• Coordinates Software Upgrade plan activities with Port Orchard and Tyler resources
• Communicates changes affecting users and department stakeholders
• Obtains department stakeholder sign -offs to upgrade production environment
5.2.9 Port Orchard project Toolset Coordinator
• Ensures users have appropriate access to Tyler project toolsets such as Tyler University, Tyler
Community, Tyler Product Knowledgebase, SharePoint, etc.
• Conducts training on proper use of toolsets
• Validates completion of required assignments using toolsets
5.2.10 Port Orchard Change Management Lead
• Validates users receive timely and thorough communication regarding process changes
• Provides coaching to Supervisors to prepare them to support users through the project changes
• Identifies the impact areas resulting from project activities and develops a plan to address them
proactively
• Identifies areas of resistance and develops a plan to reinforce the change
• Monitors post -production performance and new process adherence
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6 Glossary
Application
Build Blueprint
Business Requirements
Document
Change Control
A computer program designed to perform a group of coordinated
functions, tasks or activities for the benefit of the user.
A document recording future state decisions intended to allow Tyler to
satisfy business needs/requirements during the Build & Validate Stage
through configuration and setups to develop the final solution. A means
for the Port Orchard to Validate what was agreed to be in Scope has
been Delivered.
A specification document used to describe Port Orchard requirements
not available through Tyler software functionality, which will lead to a
Modification with Port Orchard acceptance.
A systematic approach for managing change governing how Change
Requests will be received, assessed and acted on.
Change Management An approach for ensuring that changes are thoroughly and smoothly
implemented and that the lasting benefits of change are achieved. The
focus is on the global impact of change with an intense focus on people
and how individuals and teams move from the current situation to the
new one.
Change Request A form used as part of the Change Control process whereby changes in
the Scope of work, timeline, resources, and/or budget are revised and
agreed upon by participating parties.
Consulted Anyone who must be consulted with prior to a decision being made
and/or the task being completed
Consumables Items that are used on a recurring basis, usually by Peripherals.
Examples: paper stock or scanner cleaning kits,
Control Point Occurring at the end of each Stage, the Control Point serves as a formal
client review point. Project progress cannot continue until the client
acknowledges the agreed upon Deliverables of the Stage have been
met, or agree on an action plan to make the Deliverable acceptable and
move to next Stage while executing final steps of current Stage.
Data Exchange A term used to reference Imports and Exports, and Interfaces which
allow data to be exchanged between an external system and Tyler
software.
Data Mapping The process of mapping fields from the Legacy System to the
appropriate location in the new system from one or more sources.
Deliverable A tangible or intangible object/document produced as a result of the
Project that is intended to be delivered to a client (either internal or
external) or vendor at a specific time.
End User The person for whom the software is designed to use on a day-to-day
L basis.
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Forms
A document which is typically printed on a template background and
only captures data for one record per page. Forms are provided to
entity customers whether internal (employees) or external (citizens).
Imports and Exports
A process within the system that a user is expected to run to consume
(Import) or produce (Export) a specifically defined file format/layout.
Informed
Anyone who will be updated when decisions are made or a task is
completed.
Install
References the initial Installation of software files on client servers and
preparing the software for use during configuration. The version
currently available for general release will always be used during the
initial Install.
Interface
A real-time or automated exchange of data between two systems.
Legacy System The system from which a client is converting.
Modification
Modification of software program package to provide individual client
requirements documented within the Scope of the Agreement.
Peripherals
An auxiliary device that connects to and works with the computer in
some way. Examples: mouse, keyboard, scanner, external drive,
microphone, speaker, webcam, and digital camera.
Phase
A portion of the Project in which specific set of related products are
typically implemented. Phases each have an independent start,
Production Cutover and closure dates but use the same
Implementation Plans as other Phases within the Project. Phases may
overlap or be sequential and may have the same Tyler Project Manager
and Tyler project team or different individuals assigned.
Power User
An experienced client person or group who is (are) an expert(s) in the
client business processes, as well as knowledgeable in the requirements
and acceptance criteria.
Production Cutover
The Port Orchard is using the Tyler software to conduct daily
operations.
Project
Project Plan
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The Project includes all implementation activity from Plan & Initiate to
Closure for all products, Applications and functionality included in a
single Agreement. The Project may be broken down into multiple
Phases.
The Project Plan serves as the master roadmap for the Project. The
Project Plan will be the detailed task list of the essential activities to be
performed to complete the Project. Each activity will have owner(s),
participant(s) if applicable, start date, and due dates. The Project Plan is
a living document and will be updated quarterly with the detailed tasks
for the next future quarter; only high level tasks with rough timeframes
will be plotted out beyond this.
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Project Planning Meeting Occurs during the Plan & Initiate Stage to coordinate with the Client
Project Manager to discuss Scope, information needed for project
scheduling and resources.
RACI
A chart describing level of participation by various roles in completing
tasks or Deliverables for a Project or process. Also known as a
responsibility assignment matrix (RAM) or linear responsibility chart
(LRC).
Reports
Formatted to return information related to multiple records in a
structured format. Information is typically presented in both detail and
summary form fora user to consume. -J,
Responsible
The person who will be completing the task.
Scope
--_------------- ___
Products and services that are included in the Agreement.
--- _ I-_- -- ___ ____ ____ __.___ __
Software Upgrade References the act of updating software files to a newer software
release. I
Stage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project and requires acknowledgement before
continuing to the next Stage. Some tasks in the next Stage may begin
before the prior Stage is complete.
Stakeholder Presentation Representatives of the Tyler implementation team will meet with key
client representatives to present high level project expectations and
outline how Tyler and the Client can successfully partner to create an
environment for a successful implementation.
Standard Included in the base software (out of the box) package.
Statement of Work (SOW) Document which will provide supporting detail to the Agreement
defining project -specific activities and Deliverables Tyler will provide to
the client.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program or product is working as expected.
Work Breakdown Structure A hierarchical representation of a Project or Phase broken down into
(WBS) smaller, more manageable components.
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7 Incode 10 Conversion Summary
7.1 General Ledger — Chart of Accounts
• Full chart of accounts listing, descriptions, and corresponding account types
• Element (segment) values and descriptions
7.2 General Ledger — Legacy/Historical Views
• Unlimited historical transactions provided by client can be converted by Tyler into historical views
7.3 Accounts Payable —Vendor Master
• Vendor master information, address, primary contact, and notes
7.4 Accounts Payable — Legacy/Historical Views
• Unlimited historical transactions provided by client can be converted by Tyler into historical views
7.5 Personnel Management/Payroll - Standard
• Basic employee information — employee master, address, primary contact, dates, phone
numbers, dependents, notes
• Current direct deposit bank information
• Federal and state tax withholding information
7.6 Personnel Management/Payroll — Legacy/Historical Views
• Unlimited historical transactions provided by client can be converted by Tyler into historical views
7.7 Utility Billing - Standard
• Utility Contact Information
• Utility Mailing and Billing Addresses
• Utility Parcels
• Account Master - (Average monthly payment, deposits, bank drafts, comments/notes)
• Meters/Services
• Transaction History — Includes current year plus one prior year
• Read History
7.8 Utility Billing — Legacy/Historical Views
• Unlimited historical transactions provided by client can be converted by Tyler into historical views
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