MARICOPA AMENDMENT AM 3.2.15.PDF

tyler
•••.••
• technologies
SECOND AMENDMENT TO SOLE SOURCE CONTRACT
This amendment ("Second Amendment") is made this day of , 2014 between Tyler
Technologies, Inc., ("Tyler") a Delaware corporation with offices at 5519 53r d Street, Lubbock, Texas 79414, and Maricopa
County ("Client") a political subdivision of the State of Arizona.
WHEREAS, Tyler and Client are parties to the Sole Source Contract 09028-55 dated April 1, 2009 ("Agreement"),
WHEREAS, the parties amended the Agreement effective May 7, 2014 ("First Amendment"), and
WHEREAS, the parties wish to further amend the Agreement to allow Client to host Tyler software previously licensed to
Roosevelt School District ("Roosevelt"),
THEREFORE, in consideration of the mutual covenants contained herein, Tyler and Client agree as follows:
Section A — Licenses and Hosting
1. Licenses. The Tyler software listed in the Amendment Investment Summary ("Tyler Software") is licensed to Roosevelt
only, and subject to the licensing agreement between Roosevelt and Tyler. The Amendment Investment Summary is
attached to this Second Amendment as Exhibit A and made a part of the Agreement. This Amendment provides no
new license rights to Client. Without limiting the foregoing, on the effective date of this Second Amendment, Tyler
will invoice Client the one-time license fees identified in the Amendment Investment Summary ($20,914.20), which
Client must pay to Tyler within thirty (30) days of receipt.
2. I-Jostimg. Client is permitted to host the Tyler Software for Roosevelt. Client is solely responsible for the performance
of Client's servers and for granting and accommodating Roosevelt's access thereto. Tyler disclaims any responsibility
for, or liability to, Roosevelt or Client for the hosting of the Tyler Software or Client's access thereto.
Section B — Professional Services. The following terms are added to the Agreement as regarding the professional services
itemized in Exhibit A of this Second Amendment:
1. Services. Tyler will provide Client with the various implementation-related services itemized in Exhibit A, in order to
implement Roosevelt's licensed Tyler Software on Client's system for hosting as described in Section A(2) above.
Client will receive those services according to Tyler's industry-standard implementation plan. The parties will finalize
that documentation upon execution of this Second Amendment.
2. Professional Services Fees. Dent agrees to pay Tyler the professional services fees in the amounts set forth in Exhibit
A. Client acknowledges that the fees stated in Exhibit A are good-faith estimates of the amount of time and materials
required for implementation. Tyler will invoice, and Client will pay, the actual fees incurred based on the in-scope
services provided; not to exceed the amounts in Exhibit A. Services are invoiced in hourly increments as delivered. If
additional work is required, or if Client uses or requests additional services, Tyler will provide Client with a written
change order or addendum outlining the costs for the additional work as approved by Client.
3. Expenses. The service rates in the Investment Summary do not include travel expenses. Expenses will be billed as
incurred and only in accordance with Exhibit C of master contract.
4, Services Warranty. Tyler will perform services under this Second Amendment in a professional, workmanlike manner,
consistent with industry standards. In the event Tyler provides services that do not conform to this warranty, Tyler will
re-perform such services at no additional cost to Client.

5. Site Access. At no cost to Tyler, Client agrees to provide Tyler with full and free access to Client’s personnel, facilities,
and equipment as may be reasonably necessary for Tyler to provide implementation services, subject to any
reasonable security protocols or other written policies provided to Tyler. Client further agree to provide a reasonably
suitable environment, location, and space for Tyler to assist Client with the installation of the Tyler Software and Third
Party Products, including, without limitation, sufficient electrical circuits, cables, and other reasonably necessary items
required for the installation and operation of the Tyler Software and Third Party Products.
Section C – Maintenance and Support. The following terms are added to the Agreement as regarding the maintenance and
support of the Tyler Software hosted under this Second Amendment.
1. Maintenance and Support Agreement. Provided Client timely pays all maintenance and support fees, Tyler will
provide maintenance and support on the Tyler Software in accordance with Tyler’s Maintenance and Support
Agreement attached to this Second Amendment as Exhibit B and made part of the Agreement. Client is solely
responsible for the timely payment of all maintenance and support fees for the Tyler Software.
2. Maintenance and Support Fees. On July 19, 2015, Client shall remit to Tyler the maintenance and support fees on the
Tyler Software, as identified in the Amendment Investment Summary. Subsequent maintenance and support fees will
be due annually in advance on the anniversary of that date at Tyler’s then‐current rates.
3. Warranty. Tyler warrants that the Tyler Software will be without Defect(s) as long as Client has a Maintenance and
Support Agreement in effect. If the Tyler Software does not perform as warranted, Tyler will use all reasonable
efforts, consistent with industry standards, to cure the Defect as set forth in the Maintenance and Support
Agreement and in accordance with Tyler’s then‐current support call process. Tyler’s current support call process is
attached to the Maintenance and Support Agreement as Schedule 1. “Defect” means a failure of the Tyler Software to
substantially conform to the functional descriptions set forth in Tyler’s then‐current user guides for the Tyler
Software.
Section D – General Terms
1. Effect on Agreement. All other terms and conditions of the Agreement not amended or superseded herein remain in
full force and effect and govern this Second Amendment.
SIGNATURE BLOCK FOLLOWS
IN WITNESS WHEREOF, persons having been duly authorized and empowered to enter into this Amendment hereunto
executed this Amendment effective as of the date last set forth below.

Maricopa County Tyler Technologies, Inc.
By: By:
Name: Name: 5.. 3faf- 64,
Title: Title: F'et‘ a ctLAD tt
Date: Date:
Attested:
By:
Name:
Title:
Date:
Approved as to form:
By:
Name:
Title:
Date:

Exhibit A
Amendment investment Summary
MCESA/Roosevelt Costs for GL & AP Migration to infinite Visions
plus Personnel and Additional Modules
Initial Annual
(one-time; not Annual Support
including Support (MCESA
Infinite Visions' Modules: support) Reduction)
Core Accounting - (budgeting, checking, banking/deposit manager,
journal entries, report writing), AP (requisitions/purchase orders, receiving,
invoicing), Payroll (employee data, deductions/benefits, time/attendance.
position control, pay schedules) Security. Evergreen (n/c) $ 21,418.84 $ 16,064.13
Distributed Accountability Centers (DAC's) Evergreen (n/c) $ 7,017.19 $ 5,262.89
Human Resources Evergreen (n/c) S 5,354.18 4,015.64
Fixed Assets Evergreen (n/c) $ 3,212.77 $ 2,409.58
Warehouse Inventory Evergreen (n/c) 5 5,354.18 $ 5,354.18
AZ State Reporting Evergreen (n/c) $ 3,564.03 $ 2,673.02
AZ Budget Visions Evergreen (n/c) $ 1,754.30 $ 1,315.73
AZ Data Extractor Evergreen (n/c) $ 350.86 S 350.86
Student Activities/Auxiliary (AP/GL only) Evergreen (n/c) $ 578.94 $ 578.94
iVisions Core Evergreen (n/c) $ 10,966.35 $ 10,966.35
'Visions Benefits Enrollment Evergreen (n/c) $ 24,738.78 S 24,738.78
infoLink Evergreen (n/c) 5 2,096.43 $ 2,096.43
Accounts Receivable Evergreen (n/c) 2,937.00 S 2,202.75
Grant/Project Tracking Evergreen (n/c) 5 1,371.00 $ 1,371.00
Infinite Visions' Interfaces:
Applicant Tracking interface 2 Evergreen (n/c) $ 505.00 5 505.00
Timecard Interface Evergreen (n/c) $ 2,166.94 $ 2,166.99
Sub-Calling Interface, Time Worked 4 Evergreen (n/c) $ 2,303.00 5 2,303.00
Sub-Ceiling Interface, Leave 5 Evergreen (n/c) $ 1,703.00 $ 1,703.00
Barcode interface Evergreen (n/c) $ 2,166.94 S 2,166,94
CommerceBank EFT Payment interface 6 Evergreen (n/c) $ 1,102.50 $ 1,102.50
IT Services & Related Modules:
Tyler Content Manager SE 7 Evergreen (n/c) 8,930.25 $ 8,930.25
Tyler Systems Management Evergreen (n/c) $ 6,983.46 $ 6,983.46
Business Continuity Assurance Program/Disaster Recovery 9 Evergreen (n/c) $ 3,770.55 S 3,770.55
New Infinite Visions Modules:
Employee Reimbursements $ 4,857.00 S 1,703.00 1,703.00
CAFR Statement Builder 1° Evergreen (n/c) $ 3,916.00 $ 3,916.00
Tyler Pulse it $ 30,000.00 5 10,000.00 $ 10,000.00
Less Evergreen Discount for New Tyler Products $ (13,942.80)
Sub-total Software & Related Services $ 20,914.20 5135,965.49 $124,650.91

Infinite Visions Services:
Phase I - WEE Financials
Project Management (40 hours *$150/hour) 6,000.00
Deployment Services (16 hours@ $150/hour) 2,400.00
Training & Consulting (96 hours e $125/hour) 12,000.00
Data Import (40 hours *S150/hour) 6,000.00
Sub-total Phase I $ 26,400.00
Phase!! - IVEE Personnel & iVisions
Project Management (16 hours *SIM/hour) 2,400.00
Business Process Review (16 hours *$1.25,thour) 2,000.00
Training & Consulting (32 hours @ $125/hour) 4,000.00
Data Import (40 hours e $150/hour) 6,000.00
Sub total Phase II $ 14,400.00
Phase III+
Project Management (4 hours *$150/hour) 600.00
Fixed Assets Training & Consulting (16 hours e $125/hour) 2,000.00
Data Import (20 hours *$150/hour) 3,000.00
Sub-total Fixed Assets 5,600.00
Strt+CallIng
Interface, Project Management (4 hours e $150,1hour) 600.00
TirneWorked Training & Consulting (40 hours g $125/hour) 5,000.00
Sub-total Substitute Calling System-TimeWorked 5,600.00
C4FR Statement- Project Management VI hours *$150/hour) 600.00
Builder Training & Consulting (16 hours G $125/hour) 2,000.00
Sub-total CAM Statements 2,600.00
Employee Project Management (4 hours *$150/hour) 600.00
Reimbursements Training & Consulting (16 hours g $125/hour) 2,000.00
Sub-total Employee Reimbursements 2,600. 00
Tyler Pulse Project Management (4 hours *S150/hour) 600.00
Standard Services (515) 4,700.00
IV Services (32 hours*S125/hour} 4,000.00
Sub-total Tyler Pulse 9,300.00
112) Payroll
Certification Training (40 hours as $125/hour) 5,000.00
Total New Modules & Phased Services $ 92,414.20 I $135,965.49 I $124,650.91

Exhibit B
Maintenance and Support Agreement
1. Term. We provide maintenance and support services on an annual basis. The initial term commences on July
19, 2015 and remains in effect for one (1) year. The term will renew automatically for additional one (1) year
terms unless terminated in writing by either party at least thirty (30) days prior to the end of the then-current
term.
2. Maintenance and Support Fees. Your initial maintenance and support fees for the Tyler Software licensed to
you are listed in Exhibit A. Those amounts are payable in accordance with the terms of the Second
Amendment. We reserve the right to suspend maintenance and support services if you fail to pay undisputed
maintenance and support fees within sixty (60) days of the due date. We will reinstate maintenance and
support services only if you pay all past due maintenance and support fees, including all fees for the periods
during which services were suspended.
3. Maintenance and Support Services. As long as you are trained and certified on the Tyler Software, and timely
pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:
3.1 perform our maintenance and support obligations in a professional, good, and workmanlike manner,
consistent with industry standards, to conform the Tyler Software to the warranty set forth in the Second
Amendment; provided, however, that if you modify the Tyler Software without our consent, our obligation
to provide maintenance and support services on and warrant the Tyler Software will be void;
3.2 provide telephone support during our established support hours;
3.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software in order to provide
maintenance and support services;
3.4 provide you with a copy of all 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
3.5 support prior releases of the Tyler Software in accordance with our then-current release life cycle policy.
4. Client Responsibilities. We will use all reasonable efforts to perform any maintenance and 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 can't
resolve a support issue remotely, we may be required to provide onsite services. In such event, 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 a VPN for backup connectivity purposes.
5. Excluded Services. Maintenance and support fees do not include fees for the following services: (a) initial
installation or implementation of the Tyler Software; (b) onsite maintenance and support (unless Tyler cannot
remotely correct a defect in the Tyler Software); (c) application design; (d) other consulting services; (e)

maintenance and support of an operating system or hardware; (f) support outside our normal business hours
as listed in our then-current Support Call Process; or (g) installation, training services, or third party product
costs related to a new release. Requested maintenance and support services beyond those outlined in this
section will be billed to you at our then current rates. We do not guarantee resolution of a Defect in a version
of the Tyler Software Products older than one version behind the then-current release. We reserve the right to
decline support calls from users who have not received the required training and certification on the Tyler
Software.
6. Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this
Exhibit C at Schedule 1.

Exhibit B, Schedule 1
Support Call Process
Tyler Software Support Department for Infinite Visions
Enterprise Edition®
Goal: To provide an effective support mechanism that will guarantee timely resolution to calls, resulting in high-level
client satisfaction. To help facilitate this high level of software support we require that only staff members that have
successfully completed a certified Infinite Visions product-training course on the module in question make calls for
software support
Contact Us
Support Hotline: 6:30 AM - 7:00 PM Central Time (Mon-Fri)
You can call 1-888-654-3293 (select option 2) for immediate access to a member of the software support
team.
Online Chat: 9:00 AM - 6:00 PM Central Time (Mon -Fri)
NEW!! We now offer online chat. Log in at http://ivsupport.tylertech.com/ to connect directly with a support
representative to resolve your less complex support issues more quickly.
Email: 6:30 AM - 7:00 PM Central Time (Mon - Fri)
You can log in at http://ivsupport.tylertech.com/to create your own support tickets. Tickets are emailed
directly to our support representative queues. Use this option for less urgent situations that you feel
comfortably permit an email response. Unless otherwise requested, our support team will email your
response in lieu of phone contact. You can also see the status of your current support incident or previous
support incidents.
After Hours Support: 7:00 PM — 12:00 PM Central Time (Mon -Fri)
After hours support is provided at a billable rate of $150.00 an hour for a minimum of two hours. When
leaving a message for After Hours Support please provide the following information:
• Your full name (first name, last name) and the site you are calling for/from
• Preferably two telephone numbers you can be reached at
• A description of the issue that you are needing support on
Support Organization
The Infinite Visions Product line has three call centers. The call centers are located in Billings Montana,
Nashua New Hampshire and Tempe Arizona. These call centers are fully integrated and work as one global call
center. Every district is assigned a home call center, which means that the majority of the calls will be
answered by your assigned location. However if there are no agents available at your assigned location then
your call will be routed to the next available agent at one of our other locations.

All software support calls are handled by Live Agents. Meaning that when you call into support your call will
be handled by the next available agent. The support department is divided into multiple teams: Benefits
Enrollment, Payroll/Human Resources, and General Ledger/All Other (FAS, WHS and AR) modules. These
"module-specific" teams allow our support staff to focus on a group of modules. A group of specialists
assigned to each team handle calls quickly and accurately.
Software Support Specialists are responsible for diagnosing and resolving client issues in a timely and
courteous manner.
Incident Tracking Numbers
Support's goal is to resolve client's issues as soon as possible. An incident tracking number is given to you
once an initial contact has been made with Support and it has been determined that the issue can't be
resolved during the initial call. The open call number lets you easily track and reference specific open issues
with Support.
Calls resulting in bug fixes
Each call escalated as a bug is given a priority (1, 2, 3, and 4) according to the client's needs/deadlines. The
goal of this structure is to clearly understand the importance of the issue and assign the priority for closure.
The support representative is responsible for setting the priority of the call. This measurement allows us to
better evaluate overall client satisfaction.
Priority 1 Call — System is down! No one is able to log in or perform any office functions.
Priority 2 Call — Issue affects a large number of users or a critical process that has no workaround. The issue
is time sensitive.
Priority 3 Call — Issue affects a large number of users or a critical process but has a temporary workaround.
Priority 4 Call — Issues affects a small number of users or workstations and there are other stations that can
perform the task.
Incidents Requiring Development:
Incide Development Definition
nt Resolution
Priorit
y
1 HotFix Emergency patch to
software released as soon
as possible.
2 Patch Regularly scheduled
patch
3 Next Release Scheduled for the next
major release

4 Future Release Not scheduled-reviewed
at next planning stage.

Technical Support Director and Managers
Director of Support - Tempe Arizona Melissa McCarroll (Melissa.McCarroll@tylertech.corn) (X777479)
Support Manager for Billings Montana Darlene Markegard (Darlene.Markegard@tylertech.com ) (X164454)
Support Manager for Nashua New Wendy Wollison (Wendy.Wollison@tylertech.com) (X175138)
Hampshire
Resources
A number of additional resources are available to you to provide a comprehensive and
complete support experience.
Support Website: http://ivsupporttylertech.com/ allows client's to access Live Chat,
create support tickets, reference back to previously reported support tickets and keep
track of new ones.
Tyler Community: Allows you to interact, share ideas and offer suggestions on business
processes with your peers. You can also find FAQs and helpful Product Documentation.
Help Text: Allows you to access information on how to use the software.
Release Notes: Allows you to review the additions, changes and updates to the
version(s) of Infinite Visions Software products. These can be found on Tyler
Community or in the Software Help Text.
Tyler Community
Tyler is uniquely qualified to leverage the combined experience of tens of thousands of
users with our staffs' deep domain knowledge to bring a one-of-a-kind interactive, mass
collaboration online community where our clients go to find answers. In the Tyler
Community Clients connect with other users and Tyler staff to share information, and

collaborate. In this interactive environment, individual knowledge is amplified
exponentially across the community.
Easily connect with colleagues from neighboring communities or from across the
country. Share best practices, and stay connected by joining groups with other users
who are in the same geographic region, share common job functions or use the same
software products. Join discussions on topics that impact your daily life, keep up with
the latest software tips and tricks and discover what other agencies around the nation
are doing to connect and empower their constituents.
Enhancements
The Infinite Visions Software is delivered per the specifications outlined during your
implementation. Any changes from these specifications including those needed to take
advantage of new features or functionality are outside the scope of your support
contract and are considered Enhancements. If, during a support inquiry, it is
determined that a user is requesting an enhancement to the system, they will be asked
to login to the community and log an Enhancement request.
Tyler Holiday Schedule
Tyler observes many of the same holidays our clients do. In order to allow our staff time
away from work our offices will be closed on the holidays listed below. There will be no
support coverage on these days.
New Year's Day
Martin Luther King's Day
Presidents Day
Memorial Day
Independence Day
Labor Day
Veterans Day

Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day