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14 Crosby Dr., 2nd Flr.,
Bedford, MA 01730
Tel: (978) 215-2400
Reference: SA 005596-001
Page 1 of 5
IDEMIA ● 14 Crosby Dr., 2nd Flr., Bedford, MA 01730
Technical Help Desk (800) 734-6241 ● Email: AnaheimCSCenter@us.IDEMIA.com ● www.IDEMIA.com
June 6, 2025
Amy Bytnar
El Mirage Police Department
12401 W. Cinnabar
El Mirage, AZ 85335
Abytnar@elmirageaz.gov
(623) 500-3015
RE: Extension to Maintenance and Support Agreement # 005596-001
Dear Amy Bytnar,
By means of this letter, IDEMIA Identity & Security USA LLC (“IDEMIA” or “Seller”) hereby extends El Mirage
Police Department Maintenance and Support Agreement for the period July 1, 2025, through June 30, 2026.
All terms and conditions of the original agreement shall remain in full force and effect.
Please indicate acceptance of this extension by signing in the acceptance block below and returning it to my
attention via Email at helen.bakkers@us.idemia.com at your soonest convenience.
IDEMIA I&S appreciates the opportunity to present this quote, which will remain valid for 90 calendar
days from the quote date, after which availability and / or prices are subject to change.
If you have any questions or need further clarification, please contact me at (714) 575-2951 or e-mail
helen.bakkers@us.idemia.com. Thank you in advance.
Thank you,
Helen Bakkers
Maintenance Agreement Specialist
IDEMIA Identity & Security USA LLC
Accepted by:
IDEMIA IDENTITY & SECURITY USA LLC
EL MIRAGE POLICE DEPARTMENT
Signed by:
Signed by:
Printed Name: Christian Henry
Printed Name:
Title: Sr. Vice President
Title:
Date: June 6, 2025
Date:
Please note this is not an invoice. An invoice will be provided after receipt of the
signed document or purchase order.
Reference: SA 005596-001
Page 2 of 5
IDEMIA ● 14 Crosby Dr., 2nd Flr., Bedford, MA 01730
Technical Help Desk (800) 734-6241 ● Email: AnaheimCSCenter@us.IDEMIA.com ● www.IDEMIA.com
Exhibit A: Description of Covered Products
MAINTENANCE AND SUPPORT AGREEMENT NO.
SA # 005596-001
CUSTOMER:
El Mirage Police Department
The following table lists the Products under maintenance coverage:
Product
Description
Node
Qty
Livescan- TPE-5
Livescan system
AZMELEM01
1
IDent V. 2.0
IDent 2.0 Solution, IDent 2.0 Device, Mobile
Connection Windows Software
Serial #’s
1576
1821
1758
1864
4
ADDITIONAL TERMS
END OF LIFE
IDEMIA develops, manufactures, licenses and offers high technology products and services. In the ordinary course of its
product development life cycle, IDEMIA will declare certain products as obsolete and end-of-life (“EOL”). In the event that
IDEMIA determines that a product is EOL, IDEMIA shall endeavor to provide its customer with at least twelve (12) months
advanced notice of the EOL date. Such notice shall include the planned last purchase order date and last shipment date for
the EOL product. At the time that IDEMIA provides its customers with such EOL notice, IDEMIA shall further endeavor to
provide its customer with notice of IDEMIA’s intent to offer a next version of the product, or a new or substitute product or
service with the same or similar functionality to the EOL product. IDEMIA’s product EOL notice shall also include the planned
period for any continued technical support of the EOL product. During any continued technical support period, IDEMIA will
continue to use commercially reasonable efforts to repair the EOL product based on availability of parts and availability of
trained technical support, however, IDEMIA does not warrant performance of the EOL product and IDEMIA will not prepare
any further updates or maintenance fixes for the EOL product.
PRICE INCREASE
Price Protection. On the Effective Date of each year during the Term, either Party may notify the other in writing of any
desired change in the price of any of the Products as a result of an increase or decrease in IDEMIA’s actual costs in the
maintenance and support of the Products. After a Party has received such notice, if such Party does not accept any or all of
such price changes, IDEMIA and Customer shall negotiate in good faith for a period not to exceed ten (10) days. In the
absence of agreement regarding any proposed price changes, the prices shall remain unchanged pending resolution
pursuant the executive escalation. Any mutually agreed-upon change in the price for the Products will be documented in
writing signed by Customer and IDEMIA and will be implemented on the date agreed by the Parties.
Inflation Adjustment. The Services prices identified above shall be adjusted for inflation on an annual basis during the term
of this Agreement based upon the Consumer Price Index (CPI) appropriate for these Products and Services as of the
Effective Date of the parties Agreement.
Reference: SA 005596-001
Page 3 of 5
IDEMIA ● 14 Crosby Dr., 2nd Flr., Bedford, MA 01730
Technical Help Desk (800) 734-6241 ● Email: AnaheimCSCenter@us.IDEMIA.com ● www.IDEMIA.com
Exhibit B: Maintenance and Support Agreement - Number SA # 005596-001
This Support Plan is a Statement of Work that provides a description of the support to be performed.
1.
Services Provided. The Services provided are based on the Severity Levels as defined herein. Each Severity Level defines the
actions that will be taken by Seller for Response Time, Target Resolution Time, and Resolution Procedure for reported errors. Because of
the urgency involved, Response Times for Severity Levels 1 and 2 are based upon voice contact by Customer, as opposed to written contact
by facsimile or letter. Resolution Procedures are based upon Seller’s procedures for Service as described below.
Severity
Level
Definition
Response Time
Target Resolution
Time
1
Total System Failure - occurs when the System is not
functioning and there is no workaround; such as a Central
Server is down or when the workflow of an entire agency is
not functioning.
Telephone conference
within 1 hour of initial voice
notification
Resolve within 24 hours
of initial notification
2
Critical Failure - Critical process failure occurs when a crucial
element in the System that does not prohibit continuance of
basic operations is not functioning and there is usually no
suitable work-around. Note that this may not be applicable to
intermittent problems.
Telephone conference
within 3 Standard Business
Hours of initial voice
notification
Resolve within 7
Standard Business Days
of initial notification
3
Non-Critical Failure - Non-Critical part or component failure
occurs when a System component is not functioning, but the
System is still useable for its intended purpose, or there is a
reasonable workaround.
Telephone conference
within 6 Standard Business
Hours of initial notification
Resolve within 180 days
in a Seller-determined
Patch or Release.
4
Inconvenience - An inconvenience occurs when System causes
a minor disruption in the way tasks are performed but does not
stop workflow.
Telephone conference
within 2 Standard Business
Days of initial notification
At Seller’s discretion,
may be in a future
Release.
5
Customer request for an enhancement to System functionality is
the responsibility of Seller’s Product Management.
Determined by Seller’s
Product Management.
If accepted by Seller’s
Product Management, a
release date will be
provided with a fee
schedule, when
appropriate.
1.1
Reporting a Problem. Customer shall assign an initial Severity Level for each error reported, either verbally or in writing,
based upon the definitions listed above. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the
Seller’s call intake center. Seller will notify the Customer if Seller makes any changes in Severity Level (up or down) of any Customer-
reported problem.
1.2
Seller Response. Seller will use best efforts to provide Customer with a resolution within the appropriate Target Resolution Time
and in accordance with the assigned Severity Level when Customer allows timely access to the System and Seller diagnostics indicate that
a Residual Error is present in the Software. Target Resolution Times may not apply if an error cannot be reproduced on a regular basis on
either Seller’s or Customer’s Systems. Should Customer report an error that Seller cannot reproduce, Seller may enable a detail error
capture/logging process to monitor the System. If Seller is unable to correct the reported Residual Error within the specified Target
Resolution Time, Seller will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should
Seller, in its sole discretion, determine that such Residual Error is not present in its Release, Seller will verify: (a) the Software operates in
conformity to the System Specifications, (b) the Software is being used in a manner for which it was intended or designed, and (c) the
Software is used only with approved hardware or software. The Target Resolution Time shall not commence until such time as the verification
procedures are completed.
1.3
Error Correction Status Report. Seller will provide verbal status reports on Severity Level 1 and 2 Residual Errors. Written status
reports on outstanding Residual Errors will be provided to System Administrator on a monthly basis.
2.
Customer Responsibility.
2.1
Customer is responsible for running any installed anti-virus software.
2.2
Operating System (“OS”) Upgrades. Unless otherwise stated herein, Customer is responsible for any OS upgrades to its System.
Before installing any OS upgrade, Customer should contact Seller to verify that a given OS upgrade is appropriate.
3.
Seller Responsibility.
3.1
Anti-virus software. At Customer’s request, Seller will make every reasonable effort to test and verify specific anti-virus, anti-worm,
or anti-hacker patches against a replication of Customer’s application. Seller will respond to any reported problem as an escalated support
call.
3.2
Customer Notifications. Seller shall provide access to (a) Field Changes; (b) Customer Alert Bulletins; and (c) hardware and firmware
updates, as released and if applicable.
3.3
Account Reviews. Seller shall provide annual account reviews to include (a) service history of site; (b) downtime analysis;
and (c) service trend analysis.
3.4
Remote Installation. At Customer’s request, Seller will provide remote installation advice or assistance for Updates.
Reference: SA 005596-001
Page 4 of 5
IDEMIA ● 14 Crosby Dr., 2nd Flr., Bedford, MA 01730
Technical Help Desk (800) 734-6241 ● Email: AnaheimCSCenter@us.IDEMIA.com ● www.IDEMIA.com
3.5
Software Release Compatibility. At Customer’s request, Seller will provide: (a) current list of compatible hardware operating
system releases, if applicable; and (b) a list of Seller’s Software Supplemental or Standard Releases
3.6
On-Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Seller’s
facilities. Seller shall decide whether on-site correction of any Residual Error is required and will take appropriate action.
4.
Compliance to Local, County, State and/or Federal Mandated Changes. (Applies to Software and interfaces to those Products)
Unless otherwise stated herein, compliance to local, county, state and/or federally mandated changes, including but not limited to IBR, UCR,
ECARS, NCIC and state interfaces are not part of the covered Services.
(The below listed terms are applicable only when the Maintenance and Support Agreement includes (a) Equipment which is shown on the
Description of Covered Products, Exhibit A to the Maintenance.)
5.
On-site Product Technical Support Services. Seller shall furnish labor and parts required due to normal wear to restore the
Equipment to good operating condition.
5.1
Seller Response. Seller will provide telephone and on-site response to Central Site, defined as the Customer’s primary data
processing facility, and Remote Site, defined as any site outside the Central Site, as shown in Support Plan Options and Pricing Worksheet.
5.2
At Customer’s request, Seller shall provide continuous effort to repair a reported problem beyond the PPM. Provided Customer
gives Seller access to the Equipment before the end of the PPM, Seller shall extend a two (2) hour grace period beyond PPM at no
charge. Following this grace period, any additional on-site labor support shall be invoiced on a time and material basis at Seller’s then
current rates for professional services.
Reference: SA 005596-001
Page 5 of 5
IDEMIA ● 14 Crosby Dr., 2nd Flr., Bedford, MA 01730
Technical Help Desk (800) 734-6241 ● Email: AnaheimCSCenter@us.IDEMIA.com ● www.IDEMIA.com
Maintenance and Support Agreement #
005596-001
Date
June 6, 2025
New Term Effective
Start
July 1, 2025
End
June 30, 2026
For support on covered products, please contact Technical Help Desk at (800) 734-6241
or email at: AnaheimCSCenter@us.idemia.com
STANDARD SUPPORT
Advantage – Software Support
⧫ Telephone Response: 2 Hour
⧫ Standard Releases & Updates
⧫ Supplemental Releases & Updates
⧫ Remote Dial-In Analysis
⧫ Software Customer Alert Bulletins
⧫ 8 a.m. – 5 p.m. Monday to Friday PPM
⧫ Unlimited Telephone Support
⧫ Automatic Call Escalation
On-Site Hardware Support
⧫
8 a.m. – 5 p.m. Monday to Friday PPM
⧫ Defective Parts Replacement
⧫
Hardware Service Reporting
⧫
Next Day PPM On-site Response
⧫ Escalation Support
⧫
Product Repair
⧫
Hardware Vendor Liaison
⧫ Hardware Customer Alert Bulletins
⧫
Equipment Inventory Detail Management
Parts Support
⧫ Parts Ordered & Shipped Next Business Day
⧫ Parts Customer Alert Bulletins
* If customer is providing their own on-site hardware support, the following applies:
➢ Customer Orders & Replaces Parts
➢
Telephone Technical Support for Parts Replacement Available
GRAND TOTAL*:
$ 7,157.00
*Exclusive of taxes if applicable
PLEASE PROVIDE A COPY OF YOUR CURRENT TAX EXEMPTION CERTIFICATE (if applicable)
Please note this is not an invoice. An invoice will be provided after receipt of the signed document.
Exhibit C: Support Plan Options and Pricing Worksheet
Year 8
Year 9
Year 10
Year 11
Qty
Node Name
Warranty
7/1/21-6/30/22
7/1/22-6/30/23
7/1/23-6/30/24
7/1/24-6/30/25
7/1/25-6/30/26
7/1/26-6/30/27
7/1/27-6/30/28
7/1/28-6/30/29
1
AZMELELM01
6/19/2014 - 06/30/2015
$5,066
$5,319
$5,585
$5,864
$6,157
$6,465
$6,788
$7,128
Total
$5,559
$5,834
$6,123
$5,864
$6,157
$6,465
$6,788
$7,128
Year 2
Year 3
Year 4
Qty
Node Name
Warranty
10/21/21-6/30/22
7/1/22-6/30/23
7/1/23-6/30/24
5
AZMMIELM03
10/21/2020 - 10/20/2021
$642
$977
$674
0
0
0
0
0
$6,811
$6,798
5/3/2025
Year 2
Year 2
Year 3
Year 4
Year 5
Qty
Node Name
Warranty
6/30/2025
5/3/25-5/2/26
5/3/25-6/30/25
7/1/25-6/30/26
7/1/26-6/30/27
7/1/27-6/30/28
7/1/28-6/30/29
4
1576, 1821, 1758, 1864
05/03/2024 - 05/02/2025
59
$1,000
$162
$1,000
$1,000
$3,000
$3,000
Grand Total
$6,026
$7,157
$7,465
$9,788
$10,128