07087-AMENDMENT NO. 4 05-18-16.PDF

FOURTH AMENDMENT
Client Maricopa County
FOURTH AMENDMENT
TO
MASTER SERVICES AGREEMENT
BETWEEN
ADP, LLC
AND
MARICOPA COUNTY
This Fourth Amendment (the "Fourth Amendment"), made as of July 1, 2016 ("Fourth
Amendment Effective Date") between ADP, LLC ("ADP"), and Maricopa County ("Client')
contains changes, modifications, revisions and additions to the terms and conditions of the
Master Services Agreement dated November 30, 2007, as amended (collectively. the
'Agreement"), between Client and ADP.
Now, therefore, in consideration of the mutual covenants contained in the Agreement and
herein, and for other good and valuable consideration, ADP and Client hereby agree as follows:
1. Additional Services. As of the Fourth Amendment Effective Date, in addition to
the Services provided by ADP under the Agreement, ADP will provide Client and
Client will receive from ADP the Federated Single Sign On Services in
accordance with the terms and conditions set forth in Exhibit B-14 attached
hereto and made a part hereof by reference.
2. Section 1.1. Section 1.1 of the Agreement is hereby amended by deleting the
section in its entirety and replacing it with the following:
"1.1 This Contract is for a term commencing on the Fourth Amendment Effective
Date and ending on the tenth (10 th) anniversary of the Fourth Amendment
Effective Date."
3. Exhibit A-1, Pricing Appendix. The Agreement is hereby amended by adding
Exhibit A-1 , Pricing Appendix, attached hereto and incorporated herein by
reference. For the purposes of the Services provided under this Fourth
Amendment only, any references to "Exhibit A" in the Agreement, shall be
deemed to refer to "Exhibit A-1, Pricing Appendix."
4. Exhibits B, B-1, B-6, B-11, B-12, and B-13. Exhibits B, B-1, B-6, B-11, B-12,
and B-13 to the Agreement are hereby deleted. Each such exhibit is deleted in
its entirety.
5. Section 4.1. Section 4,1 of the Agreement is hereby amended by deleting the
section in its entirety and replacing it with the following:
4.1. The Contractor shall perform all duties stated in Exhibit B-2 (Enterprise
Services, B-3 (Time and Labor Management Services), B-4 (Payroll services), B-
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FOURTH AMENDMENT
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5 (Benefits Administration Services), B-7 (Tax Filing Services), B-8 (TOTALPAY
Services), B-9 (COBRA Services), and B-10 (Service Level Agreement)."
6. Section 13.0. Section 13 of the Agreement is hereby amended by adding a new
subsection, in numerical order, as follows:
"13.2. If ADP makes a change or revision to a software application that causes
the application or business process not to perform as previously configured,
subject to Section 6.3 of the Agreement, the hourly cost to the County to have
the problem corrected using County resources may be billed back to ADP based
upon the total number of hours used, multiplied by $100.00 per hour, provided
that prior to correction of the problem and commencement of any work, (i) the
County works with ADP on the scope, impact, and resolution to correct the issue,
and (ii) the parties mutually agree in writing on the expense to be billed to ADP,
including documentation of the number of hours to be worked."
7. Exhibit B-10, Service Level Agreement, Appendix 1. Appendix 1 of Exhibit B-
10 is hereby deleted in its entirety and replaced with Exhibit B-10, Appendix 1
attached hereto and incorporated herein.
8. Exhibit B-2, Enterprise Services, Section 5. Exhibit B-2 is hereby amended
by adding a new Section 5 as follows:
5.0 Platform Sunset. If during the term of the Agreement, ADP elects
to sunset a platform through which ADP provides a Service to the
County, ADP will i) timely provide County with notice of the sunsetting of
the platform and ii) work with the County in a mutually agreeable way to
define a schedule for migrating the County to a replacement platform
ADP will not sunset a platform until the County is fully migrated to the
new solution.
5.1 Platform Upgrade. As available, and at Client request, ADP will
provide one Enterprise Platform upgrade at no additional cost during the
ten-year period following the Fourth Amendment Effective Date. Client
will pay for any hardware or communication charges resulting from any
upgrades.
9. Exhibit B-3, Time and Labor Management Services, Section 7. Exhibit B-3 is
hereby amended by adding a new Section 7 as follows:
7.0 Version Upgrade. As available, and at Client request, ADP will
install two major version upgrades at no additional cost during the ten-
year period following the Fourth Amendment Effective Date. Client will
pay for any hardware or communication charges resulting from any
upgrades.
10. Exhibit B-5, Benefits Administration Services, Section 1.3. Section 1.3 of
Exhibit B-5 is hereby amended by adding the following to the end of the section:
As available, and at Client request, ADP will provide one benefits
conversion and one benefits platform upgrade at no additional cost
during the ten-year period following the Fourth Amendment Effective
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FOURTH AMENDMENT
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Date. Client will pay for any hardware or communication charges
resulting from any conversion or upgrade."
This Fourth Amendment may be executed in multiple original copies, identically worded,
and each such executed copy constitutes an original. Facsimile signatures, electronic signatures
in connection with the electronic signature delivery system utilized by ADP and signatures
transferred in .pdf or a similar format for scanned copies of documents are original signatures for
all purposes of this Fourth Amendment and the Agreement.
All other terms and conditions of the Agreement shall remain in full force and effect. In
the event of any conflict between the terms and conditions of this Fourth Amendment and the
terms and conditions of the Agreement, this Fourth Amendment shall prevail. The terms defined
in the Agreement and used in this Fourth Amendment shall have the same respective meanings
as set forth in the Agreement, unless clearly otherwise defined in this Fourth Amendment.
IN WITNESS WHEREOF, the parties hereto have caused this Fourth Amendment to be
duly executed by their authorized representatives as of the date first above written
ADP, LLC MAR1COPA COUNTY
By
Name. Gerard E. Leonard' Name:
President, Benefits Services
Title: Title:
Date. 05-. Oto Z1 L9 Date:
AS 7--
1Z- 0 0
n. 13
VzAL
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FOURTH AMENDMENT
Client Maricopa County
EXHIBIT 8 -14
Federated Single Sign On Services
Client desires to receive and ADP agrees to provide the following Services to Client in
addition to those already provided under the Agreement.
1. Definitions. Unless a capitalized term used herein is defined herein, it shall have the
same meaning ascribed that term in the Agreement.
1.1. "Covered Services" has the meaning set forth in Section 3.1.
1.2. "FUI Feature" has the meaning set forth in Section 3.2.1.
1.3. "Identity Credentials" has the meaning set forth in Section 3.1.
1.4. "Participants" has the meaning set forth in Section 3.1.
1.5. "SAML" has the meaning set forth in Section 3.2.3.
1.6. "SOAP" has the meaning set forth in Section 3.2.3.
2. Service Summary.
2.1. Federated Single Sign On. Provide federated single sign-on access from
client's portal to ADP application(s).
3. Additional Terms. The following additional terms and conditions apply to the
Federated Single Sign On Services:
3.1. Services Covered by Federated Single Sign-On. ADP will provide Client with
federated single sign on capabilities that will allow Client to internally control the
identity management and procedures with respect to end user provisioning/de-
provisioning, authenticating, authorizing and enabling its designated employees
("Participants") to access the following Services (the "Covered Services")
without utilizing ADP's identity management system and procedures: ADP
Portal. ADP will be entitled to rely upon and to accept as authentic the
credentials (as more fully described below, the "Identifying Credentials") of
each Participant and then provide access to the Covered Services
commensurate with the access level assigned to the Identifying Credentials by
the Client.
3.2. Authentication/Authorization.
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FOURTH AMENDMENT
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3.2.1. The federated user identity (the "FUI Feature") will be for (i) the sole
purpose of creating and providing to Participants a login for accessing the
intended Covered Services, and (ii) Participants' use of same will comply
with all applicable laws.
3.2.2. Client will be responsible for the establishment, implementation and
oversight of the rules, requirements and procedures relating to the
provisioning, de-provisioning, distribution, selection, use and safeguarding
of the Identifying Credentials (such as the user id and passwords) and for
the verification of the identity of each Participant and its respective level of
access authorization for each Covered Service. Client will be responsible
for the determination of the adequacy of any and all particular security
procedures and policies to be utilized with respect to the FUI Feature,
including any specifics contained herein, and that ADP shall not have any
responsibility to authenticate Participants or otherwise verify their identity or
authorized access levels (but ADP shall nonetheless retain the right to
reject assertions as provided in Section 3.2.3. ADP is therefore relying on
the Client to utilize at least 'standard industry practices' in regards to
password policies, user provisioning and de-provisioning, and the creation
of persistent, unique and static user id's. Client will use the FUI Feature in
accordance with the reasonable instructions and reasonable policies
established by ADP from time to time and communicated to and agreed to
by Client.
3.2.3. The FUI Feature shall solely utilize "Security Assertion Mark-up
Language" ("SAML") and the processes required thereby or any other
method mutually agreed by the parties in writing. As of the date of this
Agreement, detailed information applicable to SAML and its use is located
at the following Internet site: http://saml.xml.org . Client is responsible for
procuring at its expense all hardware and software necessary to utilize the
FUI Feature. The protocol applicable to digital assertions under the FUI
Feature is limited to Simple Object Access Protocol ("SOAP"), except that
for Services provided outside of the United States, the protocol is limited to
HTTP Post. The assertion exchange between Client and ADP will be
performed through the use of mutual SSL or other similar industry
acceptable standards for internet based communication encryption. ADP
also reserves the right to further the security of the assertions through the
use of such technologies that support digital signing. Client shall digitally
sign the assertion being provided to ADP. This signing is in support of a
trusted and non-repudiation arrangement. Set forth below is the
information to be collected, transmitted and validated as part of the
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FOURTH AMENDMENT
Client Maricopa County
assertion messages under the FUI Feature. ADP reserves the right to
reject any such assertions based upon the contents of such assertion or
upon any applicable ADP policies or access controls. Client agrees that it
will utilize the above security methods for the secure transport to the identity
consumer. The following sets forth the information to be collected,
transmitted and validated as part of the assertion messages under the FUI
Feature:
Information collected as part of the assertion message for all
Covered Services hereunder*
Client/Company
User code (employee ID)
Service Feature (target application)
I SAML Attribute Description Format Type Notes
Name
PersonlmmutablelD Immutable X(16) String This must
employee be between
identification 4 and 16
key provided alphanumeri
by the client c
characters.
This must
be
immutable
and must
never be
changed or
reused
Required on
all SAML
assertions
sent to ADP.
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FOURTH AMENDMENT
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adpOrgOID Immutable X(16) String This is
client required
identification only if a third
generated party
by ADP company
implements
your
federation
with ADP.
Additional Requirements:
A person or person(s) at Client and at ADP will be designated by
position and/or title to be the emergency contact that will be
responsible for dealing with any security incidents that may arise.
ADP Client shall ensure timely notification and regular updates to
ADP emergency contact in the event of a security incident that
could impact ADP.
Client's identity provider system must be configured so that only
those users that are eligible for ADP's Services will be eligible for
federation to ADP's systems. Identities being asserted to the
ADP's systems must be limited to that group.
3.2.4. Based upon the targeted Covered Services, those employees of Client
who are administrators in connection with the receipt of Covered Services
(or positions of similar purpose or intent) will continue to register to ADP's
identity management system since they will have to be provided with ADP
credentials due to the use of digital certificates and strong user
authentication in order to perform the required higher risk administrative
functions built within the Covered Services.
3.3. Implementation.
3.3.1. ADP and Client will, at their own respective cost and expense, work with
each other in order to coordinate the testing and implementation of the FUI
Feature, including: (i) agreeing (to the extent not already agreed to herein)
to the standard format for sharing authentication information between the
Parties' systems; (ii) any necessary Client programming to meet the
requirements of the FUI Feature; (iii) implementation of any required idle
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FOURTH AMENDMENT
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timeout, account linking, session management, and global logout
techniques; (iv) joint testing of the solution; and (v) scheduling and
coordinating the implementation of such solution.
3.3.2. ADP and Client will, at their own respective cost and expense, coordinate
efforts to implement an end user support process which will act on behalf of
the Participants in order to investigate and answer any inquiries which may
result from, relate to or be affected by the implementation or utilization of
the FUI Feature.
3.3.3. Client will provide reasonable cooperation to assist with any additional
network security features reasonably determined by ADP to be necessary to
enhance the Internet facing FUI Feature.
3.3.4. Client agrees to immediately notify ADP of any security breach of the
Client's internal system which provisions and/or stores the Participants with
credentials to access the Covered Services through the FUI Feature. Client
agrees to share any appropriate logs required for ADP to complete any
necessary forensics in the event of a security incident. It is therefore
expected that any logs would be available for at least six months. The
notification referred to above may lead to the joint decision to cease all
Participants' access (either directly or indirectly) to the Covered Services
until the security issues are resolved to both parties mutual agreement
Client will also be willing to assist in any security breaches and or
emergencies requested by ADP.
3.4. Transition. In the event of termination of the FUI Feature for cause by ADP, ADP
will use reasonable efforts, in cooperation with Client, to convert the provision of the
then continuing Covered Services to ADP's standard security authentication
systems, but ADP will not be responsible for any consequences or damages to
Client resulting from unavailability of the Covered Services to Client or Participants
while such reasonable efforts are being made by ADP.
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EXHIBIT A-1 PRICING APPENDIX
SERVICE AND FEE SCHEDULE
SECTION 1 THE COUNTY GROUP.
Maricopa County
SECTION 2 ADDRESS OF ADP FOR NOTICES.
ADP, LLC
5800 Windward Parkway
Alpharetta, GA 30005
Attention: General Manager
770-360-2000
SECTION 3 TERMINATION DATE.
In the case of Services provided in the United States, the Termination Date is 10 years from the July 1, 2016 Effective Date of the Amendment.
SECTION 4 FEE EFFECTIVENESS; FEE CHANGES.
The ongoing Services fees set forth in this Pricing Appendix will become effective on July 1, 2016. County will pay the rates invoiced to County
by ADP for such Services
The fees set forth in the Pricing Appendix will remain fixed for through June 30, 2019. Fee increases will be applied, upon 30 days notice to
County, as follows:
• On or after July 1, 2019, ADP may modify the fees for Services by 2%.
• On or after July 1, 2022, ADP may modify the fees for Services by 2%,
• On or after July 1, 2025, ADP may modify the fees for Services by 2%. Such fee will remain fixed through the Termination Date.
The fees set forth in Section 5.3 may be modified by ADP upon 120 days written notice to Client (if and as applicable)
SECTION 5 FEES.
5.1 Implementation — N/A
5.2 Ongoing Services Fee.
The fees for Ongoing Services (the "Ongoing Services Fees") are set forth in the table below. The Ongoing Services Fees are based on the
scope of work outlined In the Statement of Work. The Statement of Work sets forth a description of Services to be provided.
Ongoing Services Fees Units Assumed Rate Frequency Based on
HR/Payroll Services
CORE APPLICATION
Based on active Includes EPS Payroll processing, Self Service,
EPS Monthly Production Fee employee count printing, check stuffing & signing, TotalPay
which will vary $4.19 PEPM Services, .IPay, Tax Filing. Banking, Split Wraps,
month to month ADP GL„ Year-end tax reporting, W-2's, W-2
iPay
Based on actual
EPS Monthly Production Fee number of $1.20 Per election workerApplies to election workers only
election workers
HOSTING
Additional Self Service
Concurrent User (ESS) 13,190 $0.00 included in PEPM
EPS Monthly Hosting Fee 1 $25,650.00 ee/month Units is an average not including election
Workers. Min EE counts 11,000
VPN Communications 1 $598.50 month ADP-managed
e4DP WAGE PAYMENTS
SERVICES
ADP Wage Payments Card 10 $1.50 per card

Ongoing Services Fees Units Assumed Rate Frequency Based on
Services - Totalpay Card
TotalPay - ADP Check + Full
Service Direct Deposit (FSDD) 42,590 $0.00 included in PEPM
Full Service Direct Deposit
(FSDD) 42,590 $0.00 included In PEPM
ADP Check 42,590 $0.00 included In PEPM
iPay Statements 30,965 $0.00 included in PEPM
REPORTING AND
COMMUNICATION
Y/E Info, Tax Reporting, W-2s 15,458 $0.00 included in PEPM
W2 Pay 15,458 $0.00 transaction
EMPLOYMENT TAX SERVICES
Tax Service - Employees 30,965 $0.00 included in PEPM
Employment Tax Services -
Jurisdictions 1 $0.00 included In PEPM
INTERFACES
Adaptation (Ongoing
Maintenance of SQRs) 1 $2,634.40 custom/month
OTHER OPTIONS
Split Wrap 3 $0.00 included in PEPM
Time & Attendance Services 14,134
CORE APPLICATION
Time & Attendance Services
Core 14,134 $2.88 se/month
ADD-ON FEATURES
ADP Time & Attendance Web 14,134 $0.00 ee/month
Additional Manager Licenses 1,174 Price per additional manager license over the
$2.85 mgr/month included 1 supervisor/manager license for every
10 employee (core) licenses
Accruals 14,134 $0.00 ee/month
Leave Management Module 14,134 $0.00 ee/month Requires Enterprise Accruals
eTIME Phone® 3,482 $2.88 PEPM
HOSTING
Hosting Services 1 $6,175.00 month Includes test database
Direct Database Access 1 $1,425.00 es/month
Subscription Timeclocks and
Other Devices
R00515-ADP 4500 Numeric Bar
Code Ethernet 400 $66.50 clock/mo
R00565-Oulckpunch Pod for ADP
4500 400 $22.80 clock/mo
Health and Welfare
Administration Services 13,192
CORE APPLICATION
Health and Welfare
Administration Services 13,192 $2.50 PBEPM $11,656.43 Base Fee
BUY-UP OPTIONS
Retiree Administration 1 $6.12 PBEPM
ADP Dependent Verification
Services 132,192 $0.24 PBEPM
COBRA SERVICES 2,072

Ongoing Services Fees Units Assumed Rate Frequency Based on
ONGOING FEES
- Minimum $475.00 monthly
Ongoing Services Fee 162 $19.95 Per Qualifying - County agrees that ADP shall retain the 2%
(Qualifying Events - Paper) Event administrative fee which shall be added to the
premium due
ADD-ONS
Additional Reporting Location
Greater than 1 4 $0.00 Included
New Hire Notification 157 $0.00 Included
Direct Bill Services 3
ONGOING FEES
Ongoing Services Fees 3 $4.37 PPPM Includes County reporting, monthly collection and
disbursement of premiums
Consumer & Health Spending
Accounts 0
Monthly Participants 2,072 $3.09 per participant per
month Minimum $96.00 monthly
Stored Value Card Fulfillment Chg 1 $1.66 card
To the extent that County is receiving components of the Services or features not listed in this Pricing Appendix, then County shall pay to ADP
the rates that are agreed to In writing by the parties for such Services or features. This is covered in Exhibit B2, Sec. 1.8.
5.3 Miscellaneous Rate Card Items (if applicable).
The fees for Miscellaneous Services (the "Miscellaneous Services Fees") are set forth in the table below. The Miscellaneous Services Fees
are based on the scope of work outlined in the Statement of Work and will be charged at the prevailing rates on a monthly basis as they occur
after the Services commence.
Units Rate per Unit (or
Category item Description Included in ADP Prevailing Frequency Based on
Fees Rate)
ADDITIONAL SERVICES
Payroll Processing
Pays/Distribu ADPCheck Early 0 $35.00 Per
tion Check Cashing Fee transaction
Direct Mail Services 0 First Class Per item - Per item mailed
Postage plus
$0.10
Split Wraps 31 split wraps $6.75 per addl Annually A split wrap is a separation of a single
annually split wrap company code's payroll reports / checks /
vouchers into more than one package.
The cost to deliver the packages is not
included in fees
Payment Transactions 27.0 $2.25 per add! Annually
payments per payment
Employee
per year
Stop Payments, Void, 104 $12.00 per Annually Fee per void, cancellation, or stop
Cancelled Check or stops / voids occurrence payment of an ADPCheck; and for delete,
Direct Deposits annually return, reversal, or recall of a direct
deposit
Other County 5 $260.00 Monthly - Per contact per month
Service/Support, and
Hosting Contacts
VPN connection for 0 $630.00 Per Monthly
Direct Database connection
Access (ODA)

Units Rate per Unit (or
Category item Description Included in ADP Prevailing Frequency Based on
Fees Rate)
ADP Wage Payments Card Services
Pay Cards Totalpay Card 0 $1.50 Per card Applies to:
- On-hand inventory (one-time load, not
personalized)
- Per each new hire card kit package
including a non-personalized instant
issue Visa ALINE Card
- Provides for an automatic upgrade to a
personalized (embossed) non-portable
Visa branded ALINE Card after two value
loads via ACH/Direct-Deposit
- Card kits are ordered in bulk in
advance and delivered to client site for
distribution to employees
Year End Services
Year End W-2 Reissue 0 $8.50 Per form
Services
Year-End Statements 1.200 year- $4.50 per addl per ronn Additional W-2s/1099s are subject to the
(W-2s / 1099s) end stmts per Year-End additional fee
EE per year statement
Hosting Services
Hosting Additional County 0 $1,575.00 Monthly - Per database per month (excluding the
Requested Databases - one (1) production instance included in
Temporary or Permanent base hosting fee)
Adaptation Fees 0 $2773.05 Per Monthly - Annual Maintenance fee: Subject to
month change as additional modifications are
implemented
ADP Employment Tax Filing Services
State/Local Tax Jurisdictions in 0 $50.00 Per - Per jurisdiction filed in "Applied For"
Fees Applied For Status occurrence status per month
Tax Registration 0 $150.00 Per
Services transaction
State & Local Tax 12 $9.00 per addl Annually Each additional state or local jurisdiction
Jurisdictions Filed jurisdictions jurisdiction filing filing will be subject to the additional fee
Annually Annually
Amendme Amended Return 0 $105.00 Per - Applies to all Federal, State, Local, SIT,
nts occurrence SUI returns
SSN Social Security Number 0 $55.00 Per - Applies to SUI, State Recon, Local
Changes Change occurrence Recon
Exceptions Exception Return 0 $150.00 Per Applies to:
occurrence - Federal 941, 942, 944, 945, 1086, W-
30
- FUTA, SIT and SUI
- CA
- NJ SIT/SUI
- State Recon and State 1096
- Local, Local Recon and Local 1096
Re-close Fee 0 $50.00 Per
occurrence
SECTION 6 APPLICATION PROGRAMS.
The Application Programs licensed to County are listed below:
ADP to deploy the Application Programs at a Uniform Resource Locator (URL) to be selected, registered, and owned by ADP.
• ADP Enterprise HR/Payroll without Advanced Toolkit
• ADP Reporting
ADP reserves the right to substitute different technology, so long as no substitution has a material adverse effect on System
performance or ADP's ability to meet the Service Levels, and ADP will discuss same with County.
• ADP Time & Attendance(Etime)

License subscriptions will be based on the total number of records within the database with a non-terminated status. Terminated
employees do not require County to pay for a license In respect of such terminated employees. Records may be for County employees or
County contractors who are or are not paid by County.
A copy of the TLM Services database is available in ADP's standard format upon request, at additional charge.

07087 Exhibit B-10
Service Level Agreement

Table of Contents
Section I General Terms
Section II Service Level Commitment
Appendices
Appendix 1 Payroll Service Level Metrics
Appendix 2 Hosting Service Level Metrics
Appendix 3 Benefits Administration Service Level Metrics
Appendix 4 COBRA Service Level Metrics
Appendix 5 Time and Labor Service Level Metrics
Appendix 6 Service Level Credits

1.0 General Terms
This Service Level Agreement (the "SLA") is attached to the Agreement between County and ADP. Service
levels under the SLA are monitored within ADP.
Definitions of capitalized terms used in the SLA are the same as those in the Agreement, unless otherwise
defined herein.
The general terms governing all performance requirements under this SLA are outlined below.
1. 1 Burn-In Period
The SLA with the exception of Payroll shall be effective commencing three (3) months after the first
live processing of the applicable Services. Such three-month period is referred to as the "Burn-In
Period". Payroll will be effective at go-live.
1.2 General Exclusions
ADP is not accountable for missed Service Levels or Service Level Metrics (as such terms are
hereafter defined) due to one or more of the following:
Failure by the County or County's agent(s) or subcontractor(s) to provide ADP with Accurate
Data (as hereafter defined) within the mutually agreed upon time frame.
Failure by the County or County's agent(s) or subcontractor(s) to provide at least 30 days
prior notification of changes in the County's policies and procedures.
Errors that result from inaccurate County data.
Failure of the County or County's agent(s) or subcontractor(s) to meet agreed upon
deadlines.
ADP's reasonable reliance on County direction.
Activity outside of ADP's direct control.
Force majeure events as described in the Agreement.
1.3 Service Level Metrics
Service level metrics ("Service Level Metrics") shall mean the standard of performance defined
under the applicable Service specific Appendix in this SLA.
1.4 Service Level Credits
Service level credits ("Service Level Credits") shall mean the financial credits associated with
ADP's failure to meet specific Service Level Metrics as defined under Appendix 6.
2 0 Service Level Commitment
2.1 Definitions
County Case — A County inquiry documented and logged into ADP's County relationship
management system.
County Outage — Any situation directly related to data center environmental and
infrastructure support resulting in County being unable to access or perform critical functions
within the System or the Services. County Outages include failures of ADP managed
connectivity channels, ADP hardware failures, ADP operating system software failures, ADP
operator errors, and other conditions under ADP's control which result In failure of the
System or the Services.
Message — An incoming call from County that is not initially handled by a solution center
consultant. This results in a message being logged into the County relationship management
system. Calls answered by a solution center consultant, in which County requests to speak
with a specific consultant, do not qualify as a message.
Off-Hours Support — Consultant support available to Countys experiencing a critical System
connectivity issue after Prime Time hours, up to 12:00 AM, Monday through Thursday only,
In the time zone where the County's National Service Center is located (as defined in Annex
Z).
Prime Time Hours:

With respect to ADP Enterprise Services: Normal business hours are Monday through
Friday from 8:00 AM to 8PM Eastern Time, excluding ADP Holidays, unless otherwise
specified by the County's National Service Center.
Service Level — Each service level description and measurement in this SLA (including any
associated Appendix).
3.0 Service Support
• Problem correction — ADP shall use commercially reasonable efforts to provide, within the time periods
set forth under the SLA, problem response and problem resolution for each County Case.
Problem analysis - In the event ADP fails to meet a Service Level Metric, ADP shall, upon County
request: (a) investigate the root cause(s) of the failure in an expeditious timeframe; (b) use
commercially reasonable efforts to correct the Issue and to begin meeting such service level as soon as
practicable; (c) advise County, to the extent requested by County, of the status of remedial efforts being
undertaken with respect to such failure; and (d) provide County reasonable evidence that the causes of
such failure have been or will be corrected.
4.0 Service/Support Descriptions
Response time (P1) - The average time required to respond to a priority 1 message that is logged by a
County service administrator.
▪ Priority 1 issue ("P1 Issue") - an incident resulting in County's payroll not being processed. Examples of
a P1 Issue include:
o Critical business impact
o All payroll critical errors or issues
o Time critical input
o Time critical reports (401(k), GL Interface)
o Loss or corruption of data
o System module down or performance impacted severely
• Response time (P2) - The average time required to respond to a priority 2 message, logged by a
County service administrator.
• Priority 2 issue ("P2 Issue" 1- An issue that has a serious business impact; however, the issue In and of
itself does not jeopardize a payroll scheduled to process that day. In addition, the business critical
back-end interfaces created as a result of the payroll processing; e.g. 401(k) or Direct Deposit are not
affected. Examples of a P2 Issue include:
o Serious business impact
o Payroll non-critical issues
o Isolated ADP timeclock failures ( applies only if TLM Services are provided under the Agreement)
• Off- Hours Support timeliness - The average time required to respond to an Off-Hours Support call. Off-
Hours Support is available only for priority 1 System connectivity issues.
• System Avpilability - The percent of time the System actually is available for County's use.
The System is targeted to be available 24 hours a day, 7 days a week, however ADP performs maintenance
during the hours specified in Annex Z as the "Maintenance Windows".
In certain situations, ADP may perform additional maintenance at times other than those listed in the
Maintenance Windows. When ADP determines that the additional maintenance will have a direct impact on
County's use of the System, ADP will provide as much advance notice of the additional downtime as possible.
ADP makes no guarantee of System availability or performance during the Maintenance Windows, and System
availability or performance may be negatively impacted during the Maintenance Windows. ADP does not provide
notice if maintenance is required during the Maintenance Windows.
The System Availability of the hosted environment will be measured using several methods including but not
limited to:
• URL availability utilizing an automated monitor.
• Database availability utilizing an automated database monitor.
• Network availability utilizing an automated "ping" monitor at an ADP demarcation point.
• Citrix server availability utilizing a network port monitor.

System Availability measurements exclude (i) hours of regularly scheduled maintenance activities or
Maintenance Windows, (ii) pre-scheduled downtime, (iii) critical maintenance downtime, and
County errors and omissions.
User initiated reruns, reboots, database restores, etc.
Failures of non-ADP application programs used by County.
Failures or access restrictions caused by a component of the County's network or ISP.
Downtime or interruption due to force majeure events as described in the Agreement, or outages
caused by third-party vendors (outside ADP's control), and outages of carrier links.
System Availability Incident - Any situation directly related to data center environmental and
infrastructure support; failures of ADP connectivity channels which are provided directly by ADP; ADP
hardware failures; ADP operating system software failures; ADP operator errors and other conditions
under ADP's control which result in the failure of the System.
Degraded performance and availability incidents will not always be tallied into overall System Availability
statistics. Degraded availability means that some non-critical application functions are unavailable to all or some
Users.

Appendix 1
HR/ Payroll Service Level Metrics
Service Description Frequency Measure
Payroll Measures the timeliness of payments Monthly
Transaction processed by ADP in accordance with the 99.5 %
Timeliness agreed-upon schedule during the
Measurement Period
Payment Measures the accuracy of payments Monthly
Accuracy processed by ADP during the 99.5 %
Measurement Period. Accuracy of file
transmission may be impacted by ADP's Computed as follows:
sole error in applying code migration to
production or tax/calculation patches. Total number of inaccurate
employee payments for the
County divided by the Total
employee payments
processed for the County
Service Description Frequency Measure
Production and Written County authorization is required Annually 100%
delivery of W-2s prior to final release and production. W2
production turnaround time is five Business Calculated as the number
Days from ADP's receipt of County's of W-2s produced and
authorization, postmarked on or before
January 31 divided by the
W-2 statements will be produced and total number of W-2s
postmarked on or before January 31 produced.
(assuming receipt of County authorization
and of all required Accurate Data from
County within specified deadlines).

Appendix 2
Hosting Service Level Metrics
Service Measure and Target Notes
System Availability
Uptime Target °A5 99.8 % System availability percent will be
computed as follows whereas:
MM = minutes in a month
TM = total downtime minutes
SM = total scheduled downtime
minutes including the Maintenance
Windows and any additional
scheduled downtime minutes
(MM — (TM — SM)) x 100
MM

Appendix 3
Benefits Administration Service Level Metrics
Table 1: Benefits Administration
Service Description Measure
Average County For participant and beneficiary County Cases, a reply will The average County Case
Case Response be issued in less than 2 Business Days. The reply will response time will be less than
Time consist of an acknowledgement of the County Case or a 2 Business Days.
resolution to the County Case and the response time will be
averaged for the reporting period.
County Case These are County Cases which involve issues within ADP's 90°/. of County Cases will be
Resolution control; that is, County Cases which do not require the resolved in less than 5
involvement of any third parties (e.g. insurance carriers). Business Days.
Carrier The monthly metrics report shows cumulative number of 99% of carrier enrollment
Enrollment days over the due date for the month and the quarter-to- eligibility data transmissions
Reporting date. ADP will maintain a log of: the date Accurate Data is sent by mutually agreed upon
received, the date processing is completed, the date when time-frame.
all carrier interface transfers or carrier report mailings are
completed, and any notes that may apply.
Table 2: Employee Self Service
Service Description Measure
Web System The Web System generally will be available 24 hours a day, 7 Product level system uptime
Availability days a week; excluding scheduled downtime. target is 98.5% of available
hours. The downtime
percentage is calculated by
the number of minutes the
systems were unavailable
(excluding scheduled
downtime) divided by the
total number of minutes
during the operating window.
Benefit outbound Ongoing Accurate Data provided by ADP to the County will be 99% on time during the
file feeds: transmitted from the ADP data center within 1 Business Day of operating window.
the agreed upon processing schedule unless prior notification
is given to the County. The service level will be calculated as
the number of on time indicative data feed processing divided
by the total number of indicative data feed processing. This
guarantee is not applicable during open enrollment where time
frames are mutually agreed upon between the County and
ADP.
Reconciliation of ESS WAVES In and WAVES Out error reports will be worked Error reports are attached to
the Data between within 5 business days. Service Requests which are
the web and measured on monthly
Winflex Service Request report.
Benefits Annual Enrollment configuration changes will be applied to the 99% of the timeframes
Accuracy and web timely and accurately. agreed upon per instance.
Timeliness Issues to be reported and
agreed upon between
Maricopa County and ADP.

Scheduled Downtime: The System may be down for routine maintenance each day based on the schedule below.
Web Servers:
D Nightly reboot requires an estimated 45 to 60 minutes for each server, commencing between the hours
of 1:00 a.m. ET and 2:00 a.m. ET.
D Weekly reboot on Sunday requires an estimated one hour for each server, commencing between the
hours of 1:00 a.m. ET and 2:00 a.m. ET.
Database Servers:
3> Weekly reboot on Sunday requires an estimated 15 to 30 minutes for each server, commencing at 3:00
a.m. ET.
File Servers:
> Weekly reboot on Sunday requires an estimated 15 to 30 minutes for each server, commencing after
the completion of the database server reboot process.
Exclusions:
> Regularly scheduled downtime due to major data loads and standard system maintenance.
> Downtime due to problems associated with outside telecommunication vendors and public Internet
activity.
Table--3 Flexible Spending Account Services
Service Description Measure
First Call These calls are defined as the percentage of calls that do not 80% or greater of calls will
Resolution require an additional call to the center or return calls by the be resolved and closed on
customer service representative (CSR). the initial call.
The measure is the number
of cases closed in one call
or less divided by the total
number of calls answered
for the calendar quarter.
This metric applies for
handling participant calls for
FSA Services and is not
tracked on a County-specific
basis.
Response to This metric applies for handling participant calls for FSA 80% or greater of escalated
Escalated Cases Services and is not tracked on a County-specific basis, cases will be responded to
within 2 Business Days.
Call Answer ADP will establish a service level goal (Key Performance 85% of calls answered
Rate Indicator or KPI) of 85% of calls answered within 30 seconds. within 30 seconds
Should the calls answered in 30 seconds drop below 83% in
two consecutive quarters (or the agreed-on service period),
ADP will develop and share an action plan with the Client and
continuously work the action plan until the service level
exceeds 83% in two quarters. Should the service level drop
below 80% in 30 seconds, service level credits will be applied.
Performance is measured on calls answered by associates
and resolved by IVR self-service. Performance is determined
by dividing the number of calls answered within 30 seconds by
all calls for a day and averaging the daily performance for a
monthly average.
Abandonment The abandonment rate will be 5% or less. The abandonment Abandonment rate < 5.0%.
Rate rate represents the percentage of callers waiting in queue who
voluntarily abandon calls made to ADP's call center before
speaking with a CSR. The abandonment rate is calculated as
the number of abandoned calls divided by the total number of
calls offered to the CSRs. This metric applies for handling
participant calls for COBRA Services and is not tracked on a
County-specific basis.

Appendix 4
COBRA Service Level Metrics
Service Description Measure
Qualifying Process the qualifying event electronic file within 3 Business Processing of a qualifying
Events Days from receipt of an error free file. The data file must be event electronic file within 3
Processing received by 10:00 a.m. ET to be considered a full Business Day. Business Days from receipt
of an error free file.
Monthly Provide accurate premium distributions along with detailed Premium distributions
Premium reports (unless a subsidy County) by the 11 of each month for should be sent to County by
Distribution the previous month's receipts. the ll a of each month or
earlier for the previous
month's receipts.
Carrier The monthly metrics report shows cumulative number of days 99% of carrier enrollment
Enrollment over the due date for the month and the quarter-to-date. ADP eligibility data transmissions
Reporting will maintain a log of: the date Accurate Data is received, the sent by mutually agreed
date processing is completed, the date when all carrier interface upon time-frame,
transfers or carrier report mailings are completed, and any notes
that may apply.
Timely Mailing of All COBRA election packages will be mailed within 5 Business 100% of COBRA election
COBRA Days of receiving the error free qualifying event electronic file, packages mailed within 5
Packages Data must be received by 10:00 a.m. ET to be considered a full Business Days from receipt
Business Day. of the error free qualifying
event electronic file.
Call Answer ADP will establish a service level goal (Key Performance 85% of calls answered
Rate Indicator or KPI) of 85% of calls answered within 30 seconds. within 30 seconds
Should the calls answered in 30 seconds drop below 83% in two
consecutive quarters (or the agreed-on service period), ADP will
develop and share an action plan with the Client and
continuously work the action plan until the service level exceeds
83% in two quarters. Should the service level drop below 80%
in 30 seconds, service level credits will be applied. Performance
is measured on calls answered by associates and resolved by
IVR self-service. Performance is determined by dividing the
number of calls answered within 30 seconds by all calls for a
day and averaging the daily performance for a monthly average.
Abandonment The abandonment rate will be 5% or less. The abandonment Abandonment rate < 5.0%.
Rate rate represents the percentage of callers waiting in queue who
voluntarily abandon calls made to ADP's call center before
speaking with a CSR. The abandonment rate is calculated as
the number of abandoned calls divided by the total number of
calls offered to the CSRs. This metric applies for handling
participant calls for COBRA Services and is not tracked on a
County-specific basis.
First Call 80% of calls will be resolved and closed on the initial call. 80% of calls or greater
Resolution These calls are defined as the percentage of calls that do not resolved and closed on the
require an additional call to the center or return calls by the initial call.
CSR. The measure is the number of cases closed in one call or
less divided by the total number of cases closed for the calendar
quarter. This metric applies for handling participant calls for
COBRA Services and is not tracked on a County-specific basis.
Response to 80% of escalated cases will be responded to within 2 Business 80% of escalated cases or
Escalated Cases Days. This metric applies to handling participant calls for greater responded to within
COBRA Services and is not tracked on a County-specific basis. 2 Business Days.

Appendix 5
Time and Labor Management Service Level Metrics
Service Description Frequency Measure
Case Response The time required to Each P1 County Case Response Time:
Time (P1) respond to a Priority 1 Case processed 30 minutes or less- 95% of the time
message that is logged by a
County Service Case Response Time will be computed
Administrator. The reply will as follows:
consist of an The number of PI call responded to
acknowledgement of the within 30 minutes divided by total
case or a resolution to the number of Pl calls received during the
case. month
Case Response The time required to Each P2 County Case Response Time:
Time (P2) respond to a Priority 2 Case processed 2 Hour or Less- 90% of the time
message that is logged by a
County Service Case Response Time will be computed
Administrator. The reply will as follows:
consist of an
acknowledgement of the The number of P2 calls responded to
case or a resolution to the within lhour divided by total number of
case. P2 calls received during the month

Appendix 6
Service Level Credits
A. General Provisions
• Staffing and performance timing for Services provided by ADP are based on volume estimations provided by
County and assumptions regarding accuracy and timeliness of receipt of Accurate Data from the County. It
is not always possible to validate these volumes and accuracy during the Burn-In Period or implementation
and as such Service Level Credits shall not apply during these periods. DP will not be responsible for any
failure to meet a Service Level Metric because of any General Exclusion or specific System Availability
exclusions as set forth elsewhere in this SLA.
• Service Level Credits will apply only to those Service Level Metrics in this Appendix.
• Performance against the Service Level Metrics in this Appendix will be reported to County on a
quarterly basis.
Service Level Metrics in this Appendix may be reviewed annually by the parties for continuing applicability
and may be revised from time to time as mutually agreed by the parties in writing. In addition, the parties
may agree to meet at other intervals during the term of the Agreement, as requested by either party, to
discuss and begin work towards resolution of any issues affecting the performance of the Services.
B. Service Level Credit Procedure
• Any Service Level Credit will be applied to the amount due from County in the month or quarter (as defined
in Section C of this Appendix) the Service Level Credit is assessed. Service Level Credits will be reported
and assessed within thirty (30) days of the end of the calendar quarter in which the Service Level Credits are
calculated.
Service Level Credits will be calculated against the monthly or quarterly (as applicable) fees paid by County
to ADP (before applying any Service Level Credits) for routine services provided to County on a recurring,
monthly or quarterly basis (as applicable) ("Monthly Fee" or "Quarterly Fee"). The Monthly or Quarterly Fee
will exclude implementation fees and any other fees paid by County to ADP which are not ongoing fees paid
on a month-in, month-out basis to ADP.
Any Service Level Credits which County may receive hereunder shall not exceed in the aggregate 5% of the
total Monthly Fee or Quarterly Fee (as applicable) paid to ADP by County for the affected Service(s). The
Service Level Credits provided hereunder shall be County's sole and exclusive remedy for ADP's failure to
meet such Service Levels. ADP's failure to meet a Service Level shall not be considered a breach of the
Agreement.
C. Fees at Risk
The allocation of fees at risk for the applicable Service Level Metric is shown below. At the beginning of
each calendar year or in the event of an amendment or variation to the SLA, the County may request that
the fees at risk allocation be changed by providing written notification to ADP's Service Delivery or
Relationship Manager. ADP agrees to negotiate any requested change, and any mutually agreed upon
change will become effective upon mutual agreement of the parties.
Table 1 - Pavroll/Hostina Services
Standard Allocation Of Fees at Risk TOTAL FEES
Service Level Metric AT RISK WILL BE CAPPED AT 10%.
1. Payroll Transaction Timeliness 2% of the Monthly Fee for Payroll Services
2. Payment Accuracy and Timeliness 6% of the Monthly Fee for Payroll Services
3. Production and delivery of W-2's 2% of the fee for year end services
4. System Availability 8% of the Monthly Fee for Payroll Services

Table 2- Benefits Administration Services
Service Level Metric Standard Allocation of Fees at Risk
Health and Welfare Administration
1. Average Case Response Time 1% of the Quarterly Fee for Health and Welfare Services
2. County Case Resolution 1% of the Quarterly Fee for Health and Welfare Services
3. Carrier Enrollment Reporting 2.5% of the Quarterly Fee for Health and Welfare
Services
4. Benefit Outbound File Feeds 2.5% of the Quarterly Fee for Benefits Administration
5. Reconciliation of Data between Web and 1.0% of the Quarterly Fee for Benefits Administration
Winflex
6. Benefits Accuracy and Timeliness 2.5% of the Quarterly fee for Benefits Administration
Employee Self Service
7. Web System Availability 2.5% of the Quarterly Fee for Employee Self Service*
Flexible Spending Account (FSA) Services
8. First Call Resolution 1% of Quarterly Fees for Ongoing FSA Services
9. Response to Escalated Cases 2% of Quarterly Fees for Ongoing FSA Services
10. Average Speed of Answer 0.5% of the Quarterly Fee for Solution Center Services
11. Abandonment Rate 0.5% of the Quarterly Fee for Solution Center Services
Table3 - COBRA Services
Service Level Metric Standard Allocation of Fees at Risk
1. Qualifying Event Processing 0.5% of the Quarterly Fee for COBRA Services
2. Monthly Premium Distribution 0.5% of the Quarterly Fee for COBRA Services
3. Enrollment Reporting 0.5% of the Quarterly Fee for COBRA Services
4. Timely Mailing of COBRA Packages 0.5% of the Quarterly Fee for COBRA Services
5. Average Speed of Answer 0.25% of the Quarterly Fee for COBRA Services
6. Abandonment Rate 0.25% of the Quarterly Fee for COBRA Services
7. First Call Resolution 0.25% of the Quarterly Fee for COBRA Services
8. Response to Escalated Cases 0.25% of the Quarterly Fee for COBRA Services
Table 3 - Time and Labor Management (TLM) Hosting Services
Service Level Metric Standard Allocation of Fees at Risk
1. Average Case Response Time (P1) 6% of the Monthly Fee for TLM Services
2. Average Case Response Time (P2) 4% of the Monthly Fee for TLM Services