TruePoint Solutions Agreement

City of Glendale — Regular Meeting (2023-12-12)

Extracted text (via pymupdf) 393926 characters

05/10/2023
C
AGREEMENT FOR
Permitting and Plan Review
Between City of Glendale and TruePoint Solutions, LLC
Solicitation No. RFP 23-28
This Agreement for Permitting and Plan Review ("Agreement") is effective and entered into between CITY OF
GLENDALE, an Arizona municipal corporation ("City"), and TruePoint Solutions, LLC, a California limited liability
company, authorized to do business in the State of Arizona, ("Contractor"), as of the _____ day of ____________,
2023.
RECITALS
A.
City intends to undertake a project for the benefit of the public and with public funds that is more fully set
forth in Exhibit A, pursuant to Solicitation No. RFP 23-28 (the "Project") and, in connection therewith, shall
also enter into a software license agreement for certain software services (the “SAAS Services”), in the form
attached as Exhibit 1 (the “License Agreement”);
B.
City desires to retain the services of Contractor to perform those specific duties and produce the specific work
as set forth in the Project described in Exhibit A; and
C.
City and Contractor desire to memorialize their agreement with this document.
AGREEMENT
In consideration of the Recitals, which are confirmed as true and correct and incorporated by this reference, the mutual
promises and covenants contained in this Agreement, and other good and valuable consideration, City and Contractor
agree as follows:
1.
Key Personnel; Sub-contractors.
1.1 Services. Contractor will provide all services necessary to assure the Project is completed timely and
efficiently consistent with Project requirements, including, but not limited to, working in close interaction
and interfacing with City and its designated employees, and working closely with others, including other
contractors or consultants, retained by City.
1.2 Project Team.
a. Project Manager.
(1)
Contractor will designate an employee as Project Manager with sufficient training, knowledge,
and experience to, in the City's option, complete the Project and handle
all aspects of the Project such that the work produced by Contractor is consistent
with applicable standards as detailed in this Agreement.
(2)
The City must approve the designated Project Manager; and
(3)
To assure the Project schedule is met, Project Manager may be required to devote no less than
a specific amount of time as set out in Exhibit A.
b. Project Team.
(1)
The Project Manager and all other employees assigned to the project by Contractor will
comprise the "Project Team."
(2)
Project Manager will have responsibility for and will supervise all other employees assigned to
the Project by Contractor.

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c. Discharge, Reassign, Replacement.
(1)
Contractor acknowledges the Project Team is comprised of the same persons and roles for each
as may have been identified in the response to the Project's solicitation.
(2)
Contractor will not discharge, reassign or replace or diminish the responsibilities of any of the
employees assigned to the Project who have been approved by City without City's prior written
consent unless that person leaves the employment of Contractor, in which event the substitute
must first be approved in writing by City.
(3)
Contractor will change any of the members of the Project Team at the City's request if an
employee's performance does not equal or exceed the level of competence that the City may
reasonably expect of a person performing those duties or if the acts or omissions of that person
are detrimental to the development of the Project.
d. Sub-contractors.
(1)
Contractor may engage specific technical contractor (each a "Sub-contractor") to furnish certain
service functions.
(2)
Contractor will remain fully responsible for Sub-contractor's services.
(3)
Sub-contractors must be approved by the City, unless the Sub-contractor was previously
mentioned in the response to the solicitation.
(4)
Contractor shall certify by letter that contracts with Sub-contractors have been executed
incorporating requirements and standards as set forth in this Agreement.
2.
Schedule. The services will be undertaken in a manner that ensures the Project is completed timely and
efficiently in accordance with the Project.
3.
Contractor’s Work.
3.1
Standard. Contractor must perform services in accordance with the standards of due diligence, care,
and quality prevailing among contractors having substantial experience with the successful furnishing
of services for projects that are equivalent in size, scope, quality, and other criteria under the Project
and identified in this Agreement.
3.2
Licensing. Contractor warrants that:
a.
Contractor and Sub-contractors will hold all appropriate and required licenses, registrations,
and other approvals necessary for the lawful furnishing of services ("Approvals"); and
b.
Neither Contractor nor any Sub-contractor has been debarred or otherwise legally excluded
from contracting with any federal, state, or local governmental entity ("Debarment").
(1)
City is under no obligation to ascertain or confirm the existence or issuance of any
Approvals or Debarments or to examine Contractor's contracting ability.
(2)
Contractor must notify City immediately if any Approvals or Debarment changes
during the Agreement's duration and the failure of the Contractor to notify City as
required will constitute a material default under the Agreement.
3.3
Compliance. Services will be furnished in compliance with applicable federal, state, county and local
statutes, rules, regulations, ordinances, building codes, life safety codes, and other standards and
criteria designated by City.
Contractor must not discriminate against any employee or applicant for employment on the basis of
race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity or
expression, genetic characteristics, familial status, U.S. military veteran status or any disability.
Contractor will require any Sub-contractor to be bound to the same requirements as stated

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within this section. Contractor, and on behalf of any subcontractors, warrants compliance with this
section.

3.4
Coordination; Interaction.
a.
For projects that the City believes requires the coordination of various professional services,
Contractor will work in close consultation with City to proactively interact with any other
professionals retained by City on the Project ("Coordinating Project Professionals").
b.
Subject to any limitations expressly stated in the Project Budget, Contractor will meet to
review the Project, Schedule, Project Budget, and in-progress work with Coordinating Project
Professionals and City as often and for durations as City reasonably considers necessary in
order to ensure the timely work delivery and Project completion.
c.
For projects not involving Coordinating Project Professionals, Contractor will proactively
interact with any other contractors when directed by City to obtain or disseminate timely
information for the proper execution of the Project.
3.5
Work Product.
a.
Ownership. Upon receipt of payment for services furnished, Contractor grants to City, and
will cause its Sub-contractors to grant to the City, the exclusive ownership of and all
copyrights, if any, to evaluations, reports, drawings, specifications, project manuals, surveys,
estimates, reviews, minutes, all "architectural work" as defined in the United States Copyright
Act, 17 U.S.C § 101, et seq., and other intellectual work product as may be applicable ("Work
Product").
(1)
This grant is effective whether the Work Product is on paper (e.g., a "hard copy") in
electronic format, or in some other form.
(2)
Contractor warrants, and agrees to indemnify, hold harmless and defend City for,
from and against any claim that any Work Product infringes on third-party
proprietary interests.
b.
Delivery. Contractor will deliver to City copies of the preliminary and completed Work
Product promptly as they are prepared.
c.
City Use.
(1) City may reuse the Work Product at its sole discretion.
(2) In the event the Work Product is used for another project without further consultations
with Contractor, the City agrees to indemnify and hold Contractor
harmless from any claim arising out of the Work Product.
(3) In such case, City shall also remove any seal and title block from the Work Product.
For certainty, the Parties acknowledge and agree that, other than to the extent described
in the License Agreement, neither party grants to the other party any intellectual property
rights under this Agreement and that, notwithstanding any terms hereof or otherwise,
the SAAS Services (including, without limitation, the CLARITI Platform and the APEX
Platform (each as defined in the License Agreement)) shall not, in any circumstance,
constitute “Work Product” for the purposes of this Agreement.
4.
Compensation for the Project.
4.1
Compensation. Contractor's compensation for the Project, including those furnished by its Sub
contractors will not exceed $2,000,000, as specifically detailed in Exhibit B (the "Compensation").

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4.2
Change in Scope of Project. The Compensation may be equitably adjusted if the originally
contemplated scope of services as outlined in the Project is significantly modified.
a.
Adjustments to the Compensation require a written amendment to this Agreement and may
require City Council approval.
b.
Additional services which are outside the scope of the Project contained in this Agreement
may not be performed by the Contractor without prior written authorization from the City.
c.
Notwithstanding the incorporation of the Exhibits to this Agreement by reference, should
any conflict arise between the provisions of this Agreement and the provisions found in the
Exhibits and accompanying attachments, the provisions of this Agreement shall take priority
and govern the conduct of the parties.
5.
Billings and Payment.
5.1
Applications.
a.
Contractor will submit monthly invoices (each, a "Payment Application") to City's Project
Manager and City will remit payments based upon the Payment Application as stated below.
b.
The period covered by each Payment Application will be one calendar month ending on the
last day of the month or as specified in the solicitation.
5.2
Payment.
a.
After a full and complete Payment Application is received, City will process and remit
payment within 30 days.
b.
Payment may be subject to or conditioned upon City's receipt of:
(1)
Completed work generated by Contractor and its Sub-contractors; and
(2)
Unconditional waivers and releases on final payment from Sub-contractors as City
may reasonably request to assure the Project will be free of claims arising from
required performances under this Agreement.
5.3
Review and Withholding. City's Project Manager will timely review and certify Payment Applications.
a.
If the Payment Application is rejected, the Project Manager will issue a written listing of the
items not approved for payment.
b.
City may withhold an amount sufficient to pay expenses that City reasonably expects to incur
in correcting the deficiency or deficiencies rejected for payment.
6.
Termination.
6.1
For Convenience. City may terminate this Agreement for convenience, without cause, by delivering a
written termination notice stating the Effective Termination date, which may not be less than 30 days
following the date of delivery.
a.
Contractor will be equitably compensated for Goods or Services furnished prior to receipt of
the termination notice and for reasonable costs incurred.
b.
Contractor will also be similarly compensated for any approved effort expended and approved
costs incurred that are directly associated with project closeout and delivery of the required
items to the City.
6.2
For Cause. City may terminate this Agreement for cause if Contractor fails to cure any breach of this
Agreement within seven days after receipt of written notice specifying the breach.
a.
Contractor will not be entitled to further payment until after City has determined its damages.
If City's damages resulting from the breach, as determined by City, are less than the equitable
amount due but not paid Contractor for Service and Repair furnished, City will pay the amount
due to Contractor, less City's damages, in accordance with the provision of § 5.

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b.
If City's direct damages exceed amounts otherwise due to Contractor, Contractor must pay
the difference to City immediately upon demand; however, Contractor will not be subject to
consequential damages of more than $1,000,000 or the amount of this Agreement, whichever
is greater.
7.
Conflict. Contractor acknowledges this Agreement is subject to A.R.S. § 38-511, which allows for
cancellation of this Agreement in the event any person who is significantly involved in initiating, negotiating,
securing, drafting, or creating the Agreement on City's behalf is also an employee, agent, or consultant of any
other party to this Agreement.
8.
Insurance.
8.1 Requirements. Contractor must obtain and maintain the following insurance ("Required Insurance"):
a.
Contractor and Sub-contractors. Contractor, and each Sub-contractor performing work or
providing materials related to this Agreement must procure and maintain the insurance
coverages described below (collectively referred to herein as the "Contractor's Policies"), until
each Party's obligations under this Agreement are completed.
b.
General Liability.
(1)
Contractor must at all times relevant hereto carry a commercial general
liability policy with a combined single limit of at least $2,000,000 per
occurrence and $4,000,000 annual aggregate for each property damage and
contractual property damage.
(2)
Sub-contactors must at all times relevant hereto carry a general commercial
liability policy with a combined single limit of at least $2,000,000 per
occurrence.
(3)
This commercial general liability insurance must include independent
contractors' liability, contractual liability, broad form property coverage,
XCU hazards if requested by the City, and a separation of insurance
provision.
(4)
These limits may be met through a combination of primary and excess
liability coverage.
c.
Auto. A business auto policy providing a liability limit of at least $1,000,000 per accident for
Contractor and $1,000,000 per accident for Sub-contractors and covering owned, non owned
and hired automobiles.
d.
Cyber Liability. Limits shall not be less than $2,000,000 per occurrence or claim, $4,000,000
aggregate. Coverage shall be sufficiently broad to respond to the duties and obligations as is
undertaken by the Vendor in this agreement and shall include but not be limited to, claims
involving infringement of intellectual property, including but not limited to infringement
copyright, trademark, trade dress, invasion of privacy violations, information theft, damage
to or destruction of electronic information, release of private information, alteration of
electronic information, extortion and network security. The policy shall provide coverage for
breach response costs as well as regulatory fines and penalties as well as credit monitoring
expenses with limits sufficient to respond to these obligations. If the policy is written on a
claims-made basis a Retroactive Date must be shown.
e.
Workers' Compensation and Employer's Liability. A workers' compensation and employer’s
liability policy providing at least the minimum benefits required by Arizona law.
f.
Notice of Changes. Contractor's Policies must provide for not less than 30 days' advance
written notice to City Representative of:
(1)
Cancellation or termination of Contractor or Sub-contractor's Policies.

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(2)
Reduction of the coverage limits of any of Contractor or and Sub-contractor’s
Policies; and
(3)
Any other material modification of Contractor or Sub-contractor's Policies related to
this Agreement.
g.
Certificates of Insurance.
(1)
Within 10 business days after the execution of the Agreement, Contractor must
deliver to City Representative certificates of insurance for each of Contractor and
Sub-contractor's Policies, which will confirm the existence or issuance of Contractor
and Sub-contractor's Policies in accordance with the provisions of this section, and
copies of the endorsements of Contractor and Sub-contractor's Policies in accordance
with the provisions of this section.
(2)
City is and will be under no obligation either to ascertain or confirm the existence or
issuance of Contractor and Sub-contractor's Policies, or to examine Contractor and
Sub-contractor’s Policies, or to inform Contractor or Sub-contractor in the event that
any coverage does not comply with the requirements of this section.
(3)
Contractor's failure to secure and maintain Contractor Policies and to assure Sub
contractor policies as required will constitute a material default under the
Agreement.
h.
Other Contractors or Vendors.
(1)
Other contractors or vendors that may be contracted with in connection with the
Project must procure and maintain insurance coverage as is appropriate to their
particular contract.
(2)
This insurance coverage must comply with the requirements set forth above for
Contractor's Policies (e.g., the requirements pertaining to endorsements to name the
parties as additional insured parties and certificates of insurance).
i.
Policies. Except with respect to workers' compensation and employer's liability coverages, City
must be named and properly endorsed as additional insureds on all liability policies required
by this section.
(1) The coverage extended to additional insureds must be primary and must not contribute
with any insurance or self insurance policies or programs maintained by the additional
insureds.
(2) All insurance policies obtained pursuant to this section must be with companies legally
authorized to do business in the State of Arizona and reasonably acceptable to all
parties.
8.2
Sub-contractors.
a.
Contractor must also cause its Sub-contractors to obtain and maintain the Required
Insurance.
b.
City may consider waiving these insurance requirements for a specific Sub-contractor if City
is satisfied the amounts required are not commercially available to the Sub-contractor and the
insurance the Sub-contractor does have is appropriate for the Sub-contractor's work under
this Agreement.
c.
Contractor and Sub-contractors must provide to the City proof of the Required Insurance
whenever requested.
8.3 Indemnification.
a.
To the fullest extent permitted by law, Contractor must defend, indemnify, and hold harmless
City and its elected officials, officers, employees and agents (each, an "Indemnified Party,"

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collectively, the "Indemnified Parties"), for, from, and against any and all claims, demands,
actions, damages, judgments, settlements, personal injury (including sickness, disease, death,
and bodily harm), property damage (including loss of use), infringement, governmental action
and all other losses and expenses, including attorneys' fees and litigation expenses (each, a
"Demand or Expense"; collectively, "Demands or Expenses") asserted by a third-party (i.e. a
person or entity other than City or Contractor) and that arises out of or results from the
breach of this Agreement by the Contractor or the Contractor’s negligent actions, errors or
omissions (including any Sub-contractor or other person or firm employed by Contractor),
whether sustained before or after completion of the Project.
b.
This indemnity and hold harmless provision applies even if a Demand or Expense is in part
due to the Indemnified Party's negligence or breach of a responsibility under this Agreement,
but in that event, Contractor shall be liable only to the extent the Demand or Expense results
from the negligence or breach of a responsibility of Contractor or of any person or entity for
whom Contractor is responsible.
c.
Contractor is not required to indemnify any Indemnified Parties for, from, or against any
Demand or Expense resulting from the Indemnified Party's sole negligence or other fault
solely attributable to the Indemnified Party.
9.
E-verify, Records and Audits. To the extent applicable under A.R.S. § 41-4401, the Contractor warrants
their compliance and that of its subcontractors with all federal immigration laws and regulations that relate to
their employees and compliance with the E-Verify requirements under A.R.S. § 23-214(A). The Contractor or
subcontractor’s breach of this warranty shall be deemed a material breach of the Agreement and may result in
the termination of the Agreement by the City under the terms of this Agreement. The City retains the legal
right to randomly inspect the papers and records of the other party to ensure that the other party is complying
with the above-mentioned warranty. The Contractor and subcontractor warrant to keep their respective
papers and records open for random inspection during normal business hours by the other party. The parties
shall cooperate with the City’s random inspections, including granting the inspecting party entry rights onto
their respective properties to perform the random inspections and waiving their respective rights to keep such
papers and records confidential.
10.
No Boycott of Israel. To the extent A.R.S § 35-393 through § 35-393.03 are applicable, the parties hereby
certify that they are not currently engaged in and agree for the duration of the Agreement to not engage in, a
boycott of goods or services from Israel, as that term is defined in A.R.S § 35-393.
11.
Uyghur Forced Labor Prevention Act (UFLPA). Contractor certifies that it does not currently, and during
the term of this Agreement, will not use:
a.
the forced labor of ethnic Uyghurs in the People’s Republic of China.
b.
any goods or services produced by the forced labor of ethnic Uyghurs in the People’s Republic of
China; and
c.
any contractors, subcontractors or suppliers that use the forced labor or any goods or services
produced by the forced labor of ethnic Uyghurs in the People’s Republic of China.
12.
Attestation of PCI Compliance. When applicable, the Contractor will provide the city annually with a
Payment Card Industry Data Security Standard (PCI DSS) attestation of compliance certificate signed by an
officer of Contractor with oversight responsibility.
13.
Notices.
13.1 A notice, request or other communication that is required or permitted under this Agreement (each a
"Notice") will be effective only if:
a.
The Notice is in writing; and
b.
Delivered in person or by overnight courier service (delivery charges prepaid), certified or registered
mail (return receipt requested); and
c.
Notice will be deemed to have been delivered to the person to whom it is addressed as of the date of

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receipt, if:
(1)
Received on a business day, or before 5:00 p.m., at the address for Notices identified for the
Party in this Agreement by U.S. Mail, hand delivery, or overnight courier service on or before
5:00 p.m.; or
(2)
As of the next business day after receipt, if received after 5:00 p.m.
d.
The burden of proof of the place and time of delivery is upon the Party giving the Notice; and
e.
Digitalized signatures and copies of signatures will have the same effect as original signatures. 13.2
Representatives.
a. Contractor. Contractor's representative (the "Contractor's Representative") authorized to act on
Contractor's behalf with respect to the Project, and his or her address for Notice delivery is:
TruePoint Solutions
c/o Kent Johnson
774 Mays Blvd. #10-377
Incline Village, Nevada 89451
kjohnson@truepointsolutions.com
b. City. City's representative ("City's Representative") authorized to act on City's behalf, and his or
her address for Notice delivery is:
City of Glendale
c/o Connie Schneider
5950 W. Glendale Ave #317
Glendale, Arizona 85301
(623) 930-2862
With required copy to:
City Manager

City Attorney
City of Glendale

City of Glendale
5850 West Glendale Avenue

5850 West Glendale Avenue
Glendale, Arizona 85301

Glendale, Arizona 85301
c. Concurrent Notices.
(1) All notices to City's representative must be given concurrently to City Manager and City
Attorney.
(2) A notice will not be deemed to have been received by City's representative until the time that
it has also been received by City Manager and City Attorney.
(3) City may appoint one or more designees for the purpose of receiving notice by delivery of a
written notice to Contractor identifying the designee(s) and their perspective addresses for
notices.
d. Changes. Contractor or City may change its representative or information on Notice, by giving
Notice of the change in accordance with this section at least ten days prior to the change.
14.
Financing Assignment. City may assign this Agreement to any City-affiliated entity, including a non-profit
corporation or other entity whose primary purpose is to own or manage the Project.
15.
Entire Agreement; Survival; Counterparts; Signatures.
15.1 Integration. This Agreement contains, except as stated below, the entire agreement between City and
Contractor and supersedes all prior conversations and negotiations between the parties regarding the

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Project or this Agreement.
a.
Neither Party has made any representations, warranties or agreements as to any matters
concerning the Agreement's subject matter.
b.
Representations, statements, conditions, or warranties not contained in this Agreement will
not be binding on the parties.
c.
The solicitation, any addendums and the response submitted by the Contractor are
incorporated into this Agreement as if attached hereto. Any Contractor response modifies the
original solicitation as stated. Inconsistencies between the solicitation, any addendums, and the
response or any of the exhibits to this Agreement (including, but not limited to Exhibits 1, 2
and 3), and this Agreement will be resolved by and according to the terms and conditions
stated in this Agreement, which prevail over any such inconsistencies.
15.2 Interpretation.
a.
The parties fairly negotiated the Agreement's provisions to the extent they believed necessary
and with the legal representation they deemed appropriate.
b.
The parties are of equal bargaining position and this Agreement must be construed equally
between the parties without consideration of which of the parties may have drafted this
Agreement.
c.
The Agreement will be interpreted in accordance with the laws of the State of Arizona.
15.3
Survival. Except as specifically provided otherwise in this Agreement, each warranty, representation,
indemnification and hold harmless provision, insurance requirement, and every other right, remedy
and responsibility of a Party, will survive completion of the Project, or the earlier termination of this
Agreement.
15.4
Amendment. No amendment to this Agreement will be binding unless in writing and executed by the
parties. Any amendment may be subject to City Council approval. Electronic signature blocks do not
constitute execution.
15.5
Remedies. All rights and remedies provided in this Agreement are cumulative and the exercise of any
one or more right or remedy will not affect any other rights or remedies under this Agreement or
applicable law.
15.6
Severability. If any provision of this Agreement is voided or found unenforceable, that determination
will not affect the validity of the other provisions, and the voided or unenforceable provision will be
deemed reformed to conform to applicable law.
15.7
Counterparts. This Agreement may be executed in counterparts, and all counterparts will together
comprise one instrument.
16.
Term.
16.1
Renewals. The term of this Agreement commences upon the effective date and continues for a one
(1-year) initial period. The City may, at its option and with the approval of the Contractor, extend the
term of this Agreement an additional four(4) years, renewable on an annual basis. Contractor will be
notified in writing by the City of its intent to extend the Agreement period at least thirty (30) calendar
days prior to the expiration of the original or any renewal Agreement period. Price adjustments will
only be reviewed during the Agreement renewal period and any such price adjustment will be a
determining factor for any renewal. There are no automatic renewals of this Agreement.
16.2
Extension for Procurement Process. Upon the expiration of the Term of this Agreement, including
the initial term and any renewals, at the City’s sole discretion, this Agreement may be extended on a
month-to-month basis for a maximum of six (6) months to allow for the City to complete its
procurement process to select a vendor to provide the services/materials similar to those provided
under this Agreement. The City will notify the Contractor in writing of its intent to extend the
Agreement at least thirty (30) calendar days prior to the expiration of the Term. Any extension provided
under this subsection will continue under the same terms and conditions as in effect immediately prior
to the expiration of the then-current term.

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17.
Dispute Resolution. Any controversy or claim arising out of or relating to this contract, or the breach thereof,
shall be settled by arbitration administered according to the American Arbitration Association’s Commercial
Arbitration Rules, and judgment on the award rendered by the arbitrator may be entered in any court having
jurisdiction thereof.
18.
Cooperative Use of Contract. This agreement may be extended for use by other governmental agencies and
political subdivisions of the State. Any such usage by other entities must be in accord with the ordinances,
charter, rules and regulations of the respective entity and the approval of the Contractor or the applicable
Subcontractor and the City. For a list of SAVE members, click on the following link:
http://www.mesaaz.gov/business/purchasing/save
19.
Exhibits. The following exhibits, with reference to the term in which they are first referenced, are
incorporated by this reference.
Exhibit A Project
Exhibit B Compensation
Exhibit 1 Software License Agreement
Exhibit 2 Salesforce.Com End User Subscription Agreement
Exhibit 3 Clariti Technical Support (“Standard Support
(Signatures appear on the following page.)

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EXHIBIT A
Permitting and Plan Review
PROJECT
(RFP 23-28)
See the following Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM
CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301
3
rev.
12.11.2020
1. INTRODUCTION
The City of Glendale (City) develops, administers, and enforces standards for land
use, design, construction, and housing within the City limits. It is responsible for
issuing permits for residential and commercial construction as well as permits for
work in rights of way and on municipal infrastructure. The City also performs code
violation investigations, enforces zoning ordinances, building inspections and annual
inspections for compliance with the fire code, business licensing, development review
and approval, transportation review, cross connection inspections, utilities, and long-
range planning. The City requires that fees and taxes are assessed and paid.
2. OBJECTIVES
The primary objective of this solicitation is to find a qualified firm (Contractor) to
replace the City’s current software systems used to issue permits and process fee
payments with a more robust, state-of-the-art solution. The City’s intent is to use a
cloud-based software system that can provide a distributed enterprise-wide solution
and support future growth.
Other objectives of the system are:
•
Easy to implement (may be done so in a phased approach)
•
Requires minimal training.
•
Customizable to support City business processes.
•
Achieves better application integration with current and future applications
(whether commercial products or City enterprise applications)
•
Provides flexibility in adapting the out-of-the-box user interface to fit the City’s
evolving business practices.
•
Has a robust workflow engine, with greater capabilities for providing workflow
automation and customization, better tools for enforcing data rules and business
rules, and a flexible tool set to quickly respond to future City Ordinance directives
and business process changes.
•
Decreases complexity and our maintenance burden through good design, use of
best practices, reliance on industry standard platforms and technologies and
greater re-use of code and business rules.
•
Allows the City to position itself to go beyond current internal limitations by
providing additional capability such as interdepartmental coordination and
communication, mobile field access, business intelligence, cloud-based
computing, and post-permit performance monitoring.
•
Offers a broad range of external services for public access and improve our
offerings, such as mobile device access capability.
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

•
Provides for additional citizen capabilities including but not limited to application
submittal, process visibility, fee payment interface, self-issuance, inspection
request submissions, status check capabilities, alert subscriptions, etc.
•
Provides implementation and integration services to transition from our current
software to the chosen platform. Both software and services must be included in
the winning proposal; and
•
The City will partner with the chosen Contractor during implementation, both to
assist with the transition and to ensure sufficient knowledge transfer for the City
to be fully capable of on-going management, maintenance and expansion.

3.
CURRENT SYSTEM OVERVIEW

The City issues a variety of permits and executes many diverse business
processes using the following systems:

3.1
Permitting System

Database – Oracle Version 11g, Release 2
Software – Hansen Version 7.7, Release 810
•
A commercial off-the-shelf permitting system. It is a client-server-based
application that includes a generic permit database and simple workflow
engine.
•
Modules - Community Development and Regulation (CDR), Building Asset,
and Service Request are the modules used. Hansen version 7.7 comes with
tools that allow configuration to fit local business practices and enabling the
software to be used to support business functions.

3.2
Application Functionality

The current implementation of Hansen version 7.7 includes the following
functionality:

•
Basic tracking of application, review, inspection, and enforcement processes
for all Department permit types and most major Department regulatory
processes. It includes status tracking, data collection and basic workflow
management for the processes for which it is configured.
•
Start to finish management of Land Use and public process permits
(including Master Use permits, platting actions, design review, code
interpretations, public notice, public comment, appeal processes and Land
Use conditioning.)
•
Complaint and case management for areas of Code Enforcement authority
(including Notice of Violation processes, citation issuance and tracking,
Director’s Review and appeal processes, referrals for legal action, and on-
going management of vacant buildings.)
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

•
Payments and statements (walk-in, mail) are recorded in Hansen.
Additionally, all payments are entered into either a third-party point-of-sale
cashiering system or the City lockbox section.
•
Designated accounts are flagged for invoicing in Hansen. The actual billing
is handled via third party systems.
•
Department “resource” management, such as address assignment,
management of permit-related parcels and buildings, tracking of property
encumbrances (such as Land Use conditions that apply for life, transfer of
development rights between properties, etc.), management of inspector
district assignments, tracking qualifications of non-City agencies to perform
“Special Inspection” assignments and similar uses.

3.3
Application Deficiencies - The City anticipates addressing current deficiencies
with the replacement product, including:

•
Out-of-date client-server technology.
•
Inflexible presentation in the user interface.
•
Inadequate data architecture for expanded “resource” tracking (including
buildings, properties, addresses, and contacts).
•
Poor tools for application integration and interfaces.
•
Use of an internal proprietary coding language for capturing workflows and
business rules.
•
Limited capabilities for code re-use.
•
Inadequate support for current technology standards.
•
Lack of easy support for mobile platforms and mobile capabilities.
•
Inadequate capabilities for support of public facing “self-service” web
applications.
•
Costly maintenance requiring highly specialized, non-transferable skill sets.
•
The solution that replaces Hansen version 7.7 must continue to support all
currently supported processes, as well as including capabilities for new
process requirements and new technology opportunities that may arise in
the future.

3.4
User Environment –

•
Development Services Department (DSD), Code Compliance Division and
Fire Services

The DSD, consisting of the Building Safety and Planning Divisions, together
with the Code Compliance Division and Fire Services have approximately
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM
CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301
6
rev.
12.11.2020
100 users. They guide the physical development of the City through
planning what can be built where, ensuring the safe construction of
buildings and infrastructure and ensuring compliance with a variety of city
codes. The current system is predominantly used by Building Safety,
Planning, Code Compliance and Fire Services staff with a small number of
users in other City departments including Transportation, Engineering and
Street Lighting.
The City anticipates the need for non-employee users, primarily private
inspectors, who are authorized to perform work on the City’s behalf.
Additionally, citizens, architects, engineers and contractors would need
limited access to their specific account information, monitor project status,
schedule inspections and pay bills online.
•
Business Licensing
The City regulates over 70 unique license types, some of which include
multiple subcategories. These licenses are applied for and issued in
accordance with multiple City Codes. The system is predominantly used by
Tax and License, Information Technology, Finance Management and other
City departments.
3.5
Operational Statistics
Development Services Department (DSD), Code Compliance Division and Fire
Services
Typical volumes handled by the current system in a calendar year include:
•
5,500 Building Permits
•
1,600 Projects
•
500 Land Use Permits
•
1,250 Planning Service Requests
•
8,000 Code Enforcement Cases
•
200 Rental Unit Inspections
•
9,000 Plan Reviews
•
70,000 Inspections
•
3,500 Annual Fire Inspections
The current building and property records system is modular. Contacts,
addresses, inspections, projects and permits all co-exist separately. The numbers
below include active and completed projects:
•
25,745 Projects
•
79,747 Permits
•
141,230 Contacts
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

4.3.1
Work jointly with the City to manage the overall implementation effort,
including activities conducted by sub-contractors and City personnel.
4.3.2
Provide a Project Manager as the single point-of-contact between the
project team (including outside resources) and the project governance.
4.3.3
Perform Project manager duties which shall include, at a minimum:
a.
Project supervision
b. Work program administration and coordination activities
c.
Project time and expense management
d. Project status reporting
e.
Change management
f.
Quality management
g.
Risk management
h.
Schedule management

4.3.4 Follow the City’s internal methods and standard format of the deliverables
for project planning, documentation and change control where possible and
appropriate.

4.3.5 Provide a weekly written project status report to the City Project Manager,
with formal monthly status reports to be conducted with City management
and;

4.3.6 Perform Project governance essential to establishing a decision making and
communications model for the project. Executive stakeholders will be
identified by all parties and regular status meetings (in-person or virtual)
will be scheduled to review the project health, risks to timeline/budget and
issues that may block forward progress.

4.4
Fit/Gap Analysis

City intends to minimize modifications where possible. Extensive modification
decisions will be deferred until the project team is comfortable there are no other
options. Contractor shall:

4.4.1 Work with the City to conduct the Fit/Gap analysis to clearly define the
actual system workflow and unique business requirements.
4.4.2 City staff will review the standard reports with the Contractor. Any
enhancements or custom reports will be mutually agreed upon during the
Fit/Gap analysis; and
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

4.4.3 Contractor shall provide a final mutually agreed upon document that guides
the project team(s) through the project.
4.5
City Environment Created on SaaS Solution

4.5.1 Contractor will create three (3) instances of the application on their SaaS
platform for City Use. Instances include Development, Test, and
Production.

Deliverable: Three Separate instances for Development, Test, and Production

Deliverable: Instance creation signoff

4.6
System Configuration

4.6.1 Contractor is responsible for configuring system for operation and access by
the project team.
4.6.2 Contractor shall perform set-up and configuration of the system to
accommodate the City’s specific environment.
4.6.3 Contractor shall resolve issues as they arise.
Deliverable: Configuration guide identifying configurations made for the City
Deliverable: Configuration Signoff

4.7
Data Conversion

The Contractor shall be responsible for providing data conversion services. The
Contractor will follow a structured approach to data conversion, as described in the
following paragraphs and requirements of data migration in Hansen Replacement
system requirements document.

4.7.1 Contractor shall work with the City in the early stages of the project to
jointly review all data conversion requirements, risks, and risk mitigation
strategies. This effort will lead to a comprehensive Data Conversion Plan
that outlines the related methodologies, schedule

Deliverable: Data Conversion Plan that outlines the strategy, schedule,
preparation needs, and a cross reference of the input and the resultant
output data

Deliverable: Successful Data Conversion and signoff

EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

4.8
System Integrations - For purposes of determining level of effort for interfaces,
Contractor will provide a mechanism to allow the transfer of data as indicated in
the Hansen Replacement system requirements document.

4.8.1 The chosen system shall include a full featured REST API for real-time
integrations with third-party applications.

Deliverable: System integration plan that outlines the integrations,
schedule, and prerequisites

Deliverable: Successful system integration and signoff

4.9
Reporting & Data Analytics

4.9.1 Contractor shall analyze City reporting needs and make recommendations
to meeting those needs.

4.9.2 Contractor shall provide reports, dashboards and data analytics.

Deliverable: Reports, Dashboards and Data Analytics

Deliverable: Reports, Dashboards and Data Analytics Signoff

4.10 Testing and Quality Assurance - The Contractor’s testing process shall accomplish
the following:

4.10.1 Assure the quality of the product.
4.10.2 Assure the system meets the full requirements of the City’s user
community.
4.10.3 Assure high quality of all deliverables.
4.10.4 Design, assemble and execute complete testing practices for the project.
4.10.5 Confirm the full functional capabilities of the final product in the City’s test
environment.
4.10.6 Confirm stability and performance (response time, etc.) of the final product.
4.10.7 Confirm deliverables meet the City’s expectations and requirements.

Significant tasks include:
•
Planning: Contractor will work with the City to develop an Acceptance Test
Plan to verify the configured system meets the stated functional
requirements. This Plan will include user test scripts covering the various
functions.
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM
CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301
11
rev.
12.11.2020
•
Issue Tracking: Contractor will collaborate with the City to maintain a log
of issues, configuration problems and software malfunctions identified
during testing. Issue priorities shall be set according to the City’s pre-
determined priority definitions below
Priority
Problem Description
Response Time
Resolution Targets
Level One (P1)
•
Loss of Data
•
Data corruption
•
Productive use
prohibited
•
No workaround
•
Aborts
M-F, 7:00AM- 7:00PM
Mountain Standard Time
Immediate or within 30
minutes of notification
12 hours - Program code
correction or a
procedural workaround
Level Two (P2)
•
Primary purpose
comprised
•
Productive use
significantly
impacted
•
Workaround
generally not
available
M-F, 7:00AM- 7:00PM
Mountain Standard Time
Immediate or within 1
hour of notification
48 hours - Program code
correction or a
procedural workaround
Level Three (P3)
•
Productive, but
incomplete
operation
•
Workaround
generally
available
M-F, 7:00AM- 7:00PM
Mountain Standard Time
Immediate or within 8
hours of notification
during normal business
hours.
One week - Procedural
work around
Program code
correction in a future
software release
Level Four (P4)
•
Productive, mainly
cosmetic in nature
•
Workarounds or
configurable
options generally
available
M-F, 7:00AM- 7:00PM
Mountain Standard Time
Immediate or within 8
hours of notification
during normal business
hours.
One week - Procedural
work around
Program code
correction in a future
software release
•
Issue Resolution: Contractor will work collaboratively to resolve issues to
the City’s satisfaction.
•
Acceptance Testing: City will perform acceptance testing to ensure
acceptance criteria items have been addressed and system is ready for go-
live.
Deliverable: Acceptance Test Plan
Deliverable: Successful Acceptance Testing and signoff
4.11 Training Plan – Contractor shall provide a Training Plan using a Train-the-Trainer
approach that incorporates at a minimum, the following two (2) items:
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

4.11.1
Provide training for City staff to understand system capabilities. It is the
City’s desire to utilize Subject Matter Experts (SMEs) for specific modules
of this system while several persons may attend ALL training provided for
all systems.

4.11.2
The Contractor shall assist City staff in creating a web and/or classroom-
based training program. The Contractor will attend two (2) City
conducted training sessions to assist City staff with questions that may
arise.
Deliverable: Training plan which includes topics, intended audience,
duration, and syllabus.
Deliverable: SME training
Deliverable: Training plan and SME training signoff

4.12 Documentation - The Contractor shall provide the following types of system
documentation, or proposed alternative, upon completion of project. The
Contractor may elaborate on any of this information for clarification.

4.12.1
End User Documentation: City staff will work in conjunction with the
Contractor to develop end user documentation.

4.12.2
Error Process Documentation: Identifies error conditions and how to
correct them.

4.12.3
Security Documentation: Describes the process to set-up and maintain
security for system.

4.12.4
Setup/Maintenance Documentation: Describes the process to set up,
maintain and change the application features.
Deliverable: Documentation as outlined above
Deliverable: Documentation signoff

4.13 Deployment and Post-Production Support - The Contractor shall provide a
mutually agreeable go-live schedule. Significant tasks include:

4.13.1
Provide a detailed Go-Live plan to include at a minimum:
•
Readiness checklist and resource assignments
•
Data conversion plan
•
Communication plan
•
Clearly defined go/no-go decision points
•
Contingency plan if the Go-Live fails

EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

4.13.2 Staging the Production environment.

4.13.3 Work with City staff to deploy the system according to the City’s change
management process and validate the system performs in accordance
with the stated objectives and meets the functional and quality objectives
of the City.
4.13.4 Provide a stabilization plan that details the Contractor’s commitments to
stabilization and the transition to full support by City staff
4.13.5 Contractor shall resolve all P1 and P2 issues as described in section 4.10
before deploying to Production
4.13.6 Contractor shall allow for 30 days of aftercare to ensure the system is
stable.
Deliverable: Comprehensive Cutover Plan and signoff
Deliverable: Successful Deployment and signoff
Deliverable: Aftercare signoff
4.14 System Warranty, Maintenance & Support –

4.14.1 Contractor shall provide citywide support, delivery, installation and
maintenance of the system as part of the resulting contract.
4.14.2 Contractor shall ensure that the primary point of a contact for all calls
concerning the system is the selected vendors help desk. The maximum
acceptable downtime should not exceed the time agreed upon in the
Service Level Agreement (SLA) after the award of this contract.

The following procedure should be followed for all issues reported concerning the
system:

4.14.3 Provide premium multi-channel online/telephone system 24/7support
with clearly documented escalation paths based on severity and priority
4.14.4 City will contact the vendor and a telephone response should be provided
within two (2) hours.
4.14.5 A qualified technician should respond via phone to address all calls in
accordance with the importance and criticality of the question being asked
and/or the problem being reported. The vendor should provide on-site
technical support for problems that cannot be resolved via telephone or
remote access.
4.14.6 Issues that are not resolved should be directed to the vendor’s contract
administrator for immediate resolution.
4.14.7 Each request for service should be assigned a tracking number and
include specific information related to the call. The successful vendor
EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM

CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301

rev.
12.11.2020

should provide a weekly log of trouble calls and the status of the
resolution of each issue.
4.14.8 Provide city with a reporting mechanism to track the status of all open
service calls. Calls should not be closed until the City approves the
resolution of the call.
4.14.9 Facilitate monthly and quarterly Business Reviews with the City. Reviews
shall include Key Performance Indicators (KPI) defined by the City
4.14.10 During the life of the contract the vendor will be required to provide
software upgrades and services necessary to keep the system operational.
4.14.11 Provide the City with product roadmaps and upgrade schedules for the
SaaS solution
4.14.12 City requires two (2) years of maintenance.
4.14.13 Year two (2) maintenance renewal must not start before the Production
Go-Live of the system.
4.14.14 After the initial two (2) years of maintenance, the City will require a one (1)
year maintenance renewal option.
Deliverable: Reporting mechanism to track open service calls
Deliverable: Product Roadmap and Upgrade Schedules
4.15 Backup & Disaster Recovery Services

4.15.1 Provide backup and disaster recovery components for the proposed
solution. SaaS solution shall include High Availability and Redundancy.
Extreme measures should ensure that no information is lost and that the
proposed solution can restart in-progress processes.
4.15.2 Provide comprehensive disaster recovery plan and participate in annual
recover testing that meets City’s requirements, if needed, to restore
system.
4.15.3 In the event of a disaster, ensure that the business operations are not
suspended for more than eight (8) hours.
4.15.4 Production Data backups shall be taken, at a minimum, every two (2)
hours
4.15.5 In the event of a power outage and/or network disruption, provide
capabilities of recovering data from processes that are in-progress.
4.15.6 Provide recovery mechanisms, including, but not limited to fail-over
capabilities and time to recovery of system.
Deliverable: Comprehensive Disaster Recovery Plan and signoff

EXHIBIT A - PROJECT

City of Glendale
Solicitation Number: RFP 23-28 / 42300043
PERMITTING AND PLAN REVIEW SYSTEM
CITY OF GLENDALE
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301
18
rev.
12.11.2020
decision-making process about this RFP. This provision shall not prohibit an
Offeror from petitioning an elected official or engaging in any other protected
first amendment activity after the protest period has run or any protest has
been resolved, whichever is later.
Violation of this provision will cause the proposal or offer of the Offeror to be
found in violation and to be rejected.
EXHIBIT A - PROJECT

i
1. Cover Letter / Executive Summary
March 21, 2023
Connie Schneider
Procurement Administrator
Procurement Division
5850 West Glendale Avenue,
Suite 317
Glendale, Arizona 85301
RE: Glendale RFP 23-28 / 42300043 for a Permitting and Plan Review System
Dear Ms. Schneider and Evaluation Committee:
TruePoint Solutions – in partnership with Clariti Software – is pleased to
submit our response to the City of Glendale’s (the City) RFP for a Clariti
Building Permit Software Implementation. We have partnered with Clariti on
this response as we are confident that Clariti’s software will address the
current deficiencies noted in your RFP. By implementing Clariti, you are
investing in a scalable, fully SaaS solution that can easily evolve in the long
term as your needs grow.
TruePoint Solutions was established in 2005, and our staff of 48 brings a
combined 750 years of public sector IT experience to your Permitting Software
implementation. Prior to the creation of TruePoint, the founders and
numerous staff all had long and successful careers at Hansen Information Technologies. TruePoint is
comprised of the primary system designers, architects, implementors, and support staff who were
responsible for creating and implementing the Version 7 software the City currently utilizes today.
For this project, TruePoint has assembled a team with not only a profound history of successful experience
on projects of just this nature, but also with a local presence in Arizona. TruePoint Solutions has worked
with numerous agencies in your region including Mesa County, Pinal County, Pima County, Maricopa
County (Regional Development Services Agency), City of Chandler, City of Peoria, the Roosevelt Irrigation
District and the Town of Queen Creek whose contact information we have provided as a customer
reference.
This project will be led by resources from our Tucson office, all of whom would bring their Public Sector
talents and profound institutional knowledge to the City. We are among the most experienced companies
to provide the services the City seeks for your project work. As highlighted above, our executive team and
COMPANY OVERVIEW
TruePoint Solutions
Incorporated:
2004
48 employees
Professional Services:
Business Analysis
Configuration
Data Conversion
Report Development
Event Scripting
Interface Development
Consulting
Training
Industry:
State and Local
Government
Industry Focus:
Land Management and
Permitting
Business and Trade
Licensing
Code Enforcement
Asset Management
Electronic Document
Review
Utility Billing
IT Consulting
Exhibit A - Project

ii
key team members all enjoyed successful, long-term careers at Hansen Information Technologies prior to
establishing TruePoint Solutions. W are confident that the City will substantially benefit from our insights
into the V7 migration efforts for this Hansen replacement. More importantly, we simply cannot advocate
highly enough the power of the Clariti solution and the countless benefits the City will receive with its
implementation.
Our partner, Clariti, established in 2008, empowers governments to deliver exceptional citizen
experiences through easy-to-use permitting and licensing solutions, and dedication to service
excellence. Through Clariti’s 13+ years working with city, county, state, and provincial governments
across North America, they have developed a deep understanding of the challenges governments face in
Permitting, Planning and Land Management - such as staff shortages and ever-increasing volume - and
the need for more flexible, user-friendly solutions.
Our proposal is offering a replacement of your current Hansen version 7.7 system, a solution which will
continue to support all currently supported processes, as well as capabilities for new process
requirements and new technology opportunities that may arise in the future. Our proposal offers the
City a resolution to the following deficiencies you are currently experiencing:

Out-of-date client-server technology.

Inflexible presentation in the user interface.

Inadequate data architecture for expanded “resource” tracking (including buildings, properties,
addresses, and contacts).

Poor tools for application integration and interfaces.

Use of an internal proprietary coding language for capturing workflows and business rules.

Limited capabilities for code re-use.

Inadequate support for current technology standards.

Lack of easy support for mobile platforms and mobile capabilities.

Inadequate capabilities for support of public facing “self-service” web applications.

Costly maintenance requiring highly specialized, non-transferable skill sets.
With the Clariti solution, we will provide a SaaS flexible, modern permitting and planning review system
which will:

Empower your business users

Reduce the workload of your IT Staff

Improve community experiences
Business-level users of Clariti experience a tailored user interface with all the tools necessary for their
role at their fingertips. Staff can create their own reports and dashboards, view their workload and
action items at a glance, easily find information and work with it quickly, and collaborate effortlessly
across teams. Empowering your business users with user-friendly tools reduces the workload of your IT
staff, freeing up their time for more specialized tasks.
Exhibit A - Project

iii

The community portal Clariti provides is easy for everyone to use, from daily users making multiple
applications to once-a-decade users entering a complaint. Clariti’s applications use intelligent workflows
that guide each user to provide the information you need to act. Automation generates required
documentation and fee amounts, saving your staff from administrative busywork that comes from
chasing down missing information. Informative progress updates and status notifications are
automatically provided in the community portal, meaning applicants can check online before calling
your staff, reducing the number of interruptions.

We would like to take this time to thank you for your consideration in allowing us to demonstrate
TruePoint’s successful strategy to implement a business-critical solution for the City. We look forward
to working with you and to the prospect of building a long-term relationship.

Regards,

Kent Johnson
TruePoint Solutions
(916) 259-1293 office
(916) 607-4490 mobile
(916) 256-1975 fax
kjohnson@truepointsolutions.com
Exhibit A - Project

Exhibit A - Project

rev 10/12/22

Offerors to complete this Response Workbook and submit with their response to this
RFP.
COVER SHEET

OFFEROR NAME:
TruePoint Solutions, LLC

OFFEROR ADDRESS: 4525 East Skyline Drive, Suite 121, Tucson, AZ 85718

Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
2
rev 10/12/22
OFFER SHEET (Must be printed, signed and returned upon completion)
Offeror certifies that they have read, understand, and will fully and faithfully comply with this
solicitation, its attachments and any referenced documents. Offeror also certifies that the prices
offered were independently developed without consultation with any of the other Offerors or
potential Offerors.
02/28/2023
TruePoint Solutions, LLC_________
Date
Legal Company Name
Matthew Cohagan_____________
Manager, Business Development
Printed Name (Authorized Signatory)
Job Title
Offeror Certifies it is a (check only one):
Proprietorship
Partnership
Corporation
mcohagan@truepointsolutions.com
3262 Penryn Rd, Ste. 100-B
Email Address
Mailing Street Address
(916) 266-1619___
Loomis, CA 89451_____________
Phone Number
City, State & Zip Code
Questions regarding this offer should be directed to (if different from above):
Kent Johnson
916-607-4490
kjohnson@truepointsoluitons.com
Contact Name
Phone Number
Email Address
FEDERAL TAXPAYER ID NUMBER (Required): _45-0641023____________________
OFFEROR IS A MINORITY OR WOMEN OWNED BUSINESS:
Yes
No
DO YOU HAVE AN ARIZONA TRANSACTION PRIVILEGE TAX (TPT) LICENSE?
Yes, Number Tax Rate: OR
No, not required to have an Arizona TPT License
CONFLICT OF INTEREST (SPECIAL NOTICES):
No, I do not have a conflict of interest
Yes, I have a conflict of interest and response
includes the disclosure required (see Exhibit 1, Item #3)
ACKNOWLEDGEMENTS: By signing this Offer Sheet and submitting the accompanying
solicitation response, Offeror is certifying that they have read, understand, and agree to comply
with all required terms and conditions provided in the EXHIBITS PACKAGE and checked off
below. Failure to provide this acknowledgement will result in disqualification.
Exhibit 1 – Special Notices
Exhibit 2 – RFP Standard Terms and Conditions
Exhibit 3 – Insurance Requirements
_Please see our signed, separately submitted Offer Sheet/Bidder Form_______
Authorized Signature - Print this form and sign above
Exhibit A - Project

rev 10/12/22

REQUIRED RESPONSES:

Offeror’s answers to the following questions will comprise the Offeror’s response to this
RFP. It should be noted that all attachments or exhibits prepared by the City and
referenced herein are incorporated by reference into the Offeror’s response and shall be
included in a final contract with the successful Offeror. Information prepared by the
Offeror and submitted with their proposal may be incorporated into a final contract (for
example program offerings, curriculum, key personnel, or performance metrics).

1.
EXPERIENCE, PROVEN PERFORMANCE AND QUALIFICATIONS

1.1.
Introduce your company, highlight your ability and willingness to meet or
exceed the specifications and requirements of this RFP, and explain why
your firm is most qualified.

TruePoint Solutions Company Profile

TruePoint is a privately held software and solutions company and certified
Small Business Entity based in California. Systems Integrators like
TruePoint can bring far more industry- and product-specific experience to
an implementation of this nature, providing a valuable, substantial, and
rewarding experience to the client. As our customer references will attest,
our numerous successes in this area have made TruePoint Solutions the
premier partner at implementing complex government IT solutions.

TruePoint Solutions has the proven skill set to successfully provide the
project approach and deliverables that the City seeks. For this project,
TruePoint Solutions will draw on our roster of highly qualified project
managers, technical analysts, and business analysts. Our goal is to provide
a mentoring approach and strategy as we implement and configure
software to meet the business and operational needs of the City.

We are proposing the implementation of the Clariti software solution in
partnership with Clariti software and have provided the same company,
customer demographics, and reference information for TruePoint Solutions
in addition to the information provided for Clariti.

We are confident that TruePoint Solutions is the team most likely and best
equipped to ensure the City’s success with this project. As a result of our
long-term working relationships – our entire team shares the same high
standards and perspective on customer service, delivery, and ultimate
client satisfaction.

Exhibit A - Project

rev 10/12/22

Clariti Company Profile

Clariti provides industry-leading community development, permitting, code
enforcement, and licensing software for state, provincial, and local
governments. Founded in 1985, their Software-as-a-Service (SaaS) product
was released in 2008. They are focused on the regulatory space, with a
deep understanding of their customers' need for more flexible, transparent,
and user-friendly solutions. Clariti is the expert for government agencies
looking for a simple solution to their complex needs. Their expertise will
give you a permitting and plan review system that improves application
time and exceeds the expectations of your staff and community.

Clariti is a Delaware-incorporated company that embraces a remote-first
staff base. They have employees across North America from Vancouver, BC
to Atlanta, GA. Their team of 80 is consistently growing as they add experts
in every domain.

Commitment to Customers
Clariti is not a software provider, but a software partner. They collaborate
with you to understand your specific needs and implement a scalable
solution that can easily evolve long-term. Purchasing new software is a
challenging investment for your community – so they invest in deep
relationships with their integration partners to provide you with the most
efficient implementation possible.

Clariti's goal is to be your most trusted software partner – and they earn
that by providing the most intuitive, powerful, and low-maintenance
solution on the market. The Clariti system is easy to configure and
interfaces with your existing and future systems to increase efficiency. With
Clariti, you can simplify the staff and constituent experience and your team
can finally focus on what’s essential: leading continued community
development.

Clariti is proud to say that their solution is built on the Salesforce platform.
Salesforce provides customers with privacy and high levels of performance,
reliability, and security without sacrificing their focus on best-in-class
community development software. Salesforce enables a customer-centric
experience with:
•
A single view of the user for cross-functional insight and reporting
•
Dashboards that visually showcase data in action
•
Customer-centric automation
•
Proactive service
•
Optimized processes
•
Simplified collaboration

Exhibit A - Project

rev 10/12/22

We genuinely believe Clariti is the only solution your team will ever have to
purchase thanks to its ability to adapt and grow. Even if things change
today, next year, or ten years from now, Clariti will be there to grow with
you.

Implementation and Software Partners
Clariti focuses on providing industry-leading permitting and plan review
software, and they partner with implementation experts to ensure you get
the best possible value when you purchase their system. Because they are
built on the Salesforce platform, Clariti is a familiar environment for
software professionals. So whether it’s their first implementation as their
partner or their tenth, Clariti's partners can expertly configure your
solution.

Clariti's partner for this project, TruePoint Solutions, has a wealth of
experience implementing permitting and plan review software. They chose
to partner with TruePoint because of our outstanding record across North
America, as detailed in the references and company profile sections of this
proposal. We chose to work with Clariti because of their best-in-class
solution that is one of the easiest to implement in the market.

The Clariti team provides personnel support for all partner
implementations. They work in tandem with our team to implement Clariti
following their best practices. They trust TruePoint to implement Clariti
with excellence, support your configured system, and provide you with
support as your business needs evolve.

Invest in a Lasting Partnership
As your partner for your new permitting and review system, Clariti and
TruePoint are committed to keeping your system current. System
improvements occur six to eight times a year. This ensures the security and
efficiency of your system is always up to the most recent standard.
TruePoint will provide you with ongoing professional services support to
assist you with your configured solution. Your Clariti Account Manager will
keep you informed of upgrades and updates to Clariti and be your partner
for the life of your system. We understand the City of Glendale is a growing
community, and we’re committed to making your investment in a new
system one that exceeds your expectations for years to come.

1.2.
Offeror shall provide names and years of experience of key personnel,
names of any subcontractors used and years of experience.

For this project, TruePoint Solutions will draw on our roster of highly
qualified project managers, technical analysts, and business analysts. The
Exhibit A - Project

rev 10/12/22

person in charge of the project will be Ernie Phillips, TruePoint Solutions’
Public Sector Practice Manager.

Ernest Phillips – Public Sector Practice Manager
Ernie is TruePoint Solution’s Public Sector Practices Manager. He is a
technical implementation consultant who brings his 11+ years of
programming, database management and user interface design experience
to TruePoint's public sector projects. His software experience includes
Microsoft Visual Studio 2008-2010-2012-2013-2015, Microsoft Office Suite
2003-2007-2010-2012-2014, Adobe Master Suites, CS-CS5, Cisco VPN
Clients, AutoCAD 2003-2012, VMPlayer, VMWare Client, VSphere, MySQL,
Report Builder, SQL Developer, SQL Management Studio, EDNA, Siem
SCADA System, GE SCADA System, CERNER and Synergy SIS. Ernie’s
programming experience includes C#, VB.NET, CSS, PLSQL, MS-SQL,
ASP.NET MVC, Java Script, PHP, HTML5 and Agile Methodologies. Ernie’s
technical skills have enabled TruePoint to deliver highly successful project
implementations across the board. Notable Public Sector projects led by
Ernie include platform configurations for the City of North Vancouver, BC;
City of Beverly Hills, CA; and Austin Water, TX.

Daniel Venditelli – Business Consultant
Daniel is a business and solutions analyst focused on assisting clients with
looking beyond immediate wants to identify long-term strategic needs. He
has led and supported enterprise IT deployments with budgets from
thousands to over a million dollars. Daniel has developed custom web
applications for small to large (and multi-national) companies. With nearly
20 years in IT across public and private sectors, he regularly champions a
holistic approach and bridging silos to find hidden opportunities to stretch
or extend agency resources. Daniel is always happy to assist customers
and is accustomed to being the primary point-of-contact for operational
support or, when necessary, escalation.
• Developed unique-for-industry print-on-demand quoting system for
national salesforce. Provided potential customers with immediate
high-quality illustrated printable quote; product successfully used for
10 years & generated over 140K quotes.
• Helped staff successfully capture and manage over 9000 work
orders in first 6 months by deploying agency's first enterprise asset
management system which streamlined cross- department
workflows and eliminated paper processes. Co-led $1.3M
deployment.
• Reduced staff processing time by 60% (2-2.5hrs per meeting) by
deploying electronic agenda management product to replace paper
documents. Lead project and provided operational support.

Christine Cannon – Implementation Consultant
Exhibit A - Project

rev 10/12/22

For nearly 10 years, Christine has worked in the public sector with a focus
on product implementation, training and demonstrations, and problem
solving for user needs. Christine is charged with helping agencies
implement electronic plan review software and alter their existing
permitting software to accommodate new processes. Christine guides
agencies in determining best business practices to better serve their
customer needs. She has a Bachelor of Arts degree in legal studies with an
emphasis in political science from Chapman University. Notable projects
include:
• TRPA – Created custom field layouts for all permit types for
DigEplan setup, created plan review stamps
• Livermore – Set up and tested for Plan Review implementation,
activated DigEplan tab for Planning permits, created DigEplan
training guide
• Reno – created 3 new record types for Special Events and
ACA applications
• Tigard – Created new record type for home occupation permits
• Douglas Co – created layouts and enabled DigEplan for Planning &
Engineering
•
Lincoln CA – Created record types and drill down options
•
Napa Co – Added Electronic Plan Review users
•
Placer Co – Electronic Plan Review report templates

Clariti Resources:
James Wikkerink
Principal Solutions Architect
James Wikkerink is a technical architect with more than 15 years’
experience designing, developing, and delivering business applications for
local and state government agencies. He provides business analysis,
project management, and technical analysis for custom and off-the-shelf
cloud services, sites, and portals on the salesforce.com platform. James
has been delivering solutions utilizing the Salesforce and Force.com
platforms for over 15 years.

Nicki Decloux
Principal Solutions Architect
Nicki is a Principal Solutions Architect and a client engagement manager
with more than 10 years of delivering success with Clariti plus 15 years of
experience on the Salesforce platform. Nicki is currently supporting the
City of Phoenix’s ShapePHX Salesforce/Clariti implementation. As Project
Lead on key Clariti implementations, Nicki played a pivotal role in licensing
and compliance solutions for several government clients including the
Massachusetts Department of Public Safety, several State of Iowa agencies
and the cities of Hampton and Norfolk in Virginia.

Exhibit A - Project

rev 10/12/22

1.3.
Offeror should provide details of projects undertaken that are of similar
nature and size based on the City’s Specifications.

We have provided details of similar projects in the references section
below.

1.4.
Company Background: Include a brief history of your organization
including the past performance on project of similar scope and size, level
of knowledge, reliability, flexibility and ability to meet project deadlines.

TruePoint Solutions

Established in late 2004, TruePoint formally commenced operations in
2005. Our total team of 48 staffers encompasses well over 750 years of
Public Sector IT experience. The owners and much of the staff at TruePoint
also share a common history of having worked at the same company prior
to the creation of TruePoint. This means that many of our staff have
worked together for more than a decade. In fact, TruePoint’s owners have
worked together for over 30 years. As a result, very few other companies
can claim to have as much experience working on the present Glendale
Public Sector implementation. This experience has proven time and again
to be invaluable while successfully upgrading to new state-of-the-art
Permitting solutions.

TruePoint Solutions | Company History
11/2004: TruePoint Solutions was founded. Founded by the senior
leadership team of Hansen Information Technologies, the leading
international software company focused on solutions for the public sector.
With a deep understanding of the requirements, challenges, and operations
of public agencies and decades of experience in developing and providing
solutions to those challenges, TruePoint Solutions was established to
provide solutions and service to public agencies that would allow for
maximum flexibility to accommodate the broad and specific needs of those
agencies.

01/2005: Formally commenced business.

02/2005: Certified Accela Business Partner.

08/2012: GSA Certification attained (Contract #GS35F025BA)
TruePoint is awarded certification to sell products and services to the
government as GSA certified vendor.

10/2012: First TruePoint Solutions User Group Conference. Intent on
providing the best experience for its TrueBill users, TruePoint Solutions
held its first bi-annual user group conference in October 2022.
Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
9
rev 10/12/22
08/2013: Infor Alliance Partnership.
10/2013: CMAS Certification attained (Contract # 3-16-70-3278A)
08/2015: Certified Esri Silver Level Partner.
12/2017: Certified DigEplan Partner.
01/2021: NCPA Certified (Contract #11-51). As another factor to create a
better customer experience, in January 2021, TruePoint Solutions attained
National Cooperative Purchasing Alliance (NCPA) certification.
05/2021: First Cloud-Hosted Implementation of TruePoint's Utility Billing
Software, TrueBill – City of Evanston, IL.
11/2022: Certified Clariti Software Partner. Expanding its strategic
partner network, TruePoint partnered with Clariti in November 2022,
augmenting its offerings to public agencies and ensuring that we can
provide the best solution for each given agency. The Clariti solution allows
agencies to improve their permitting and licensing operations with a
leading-edge cloud-based solution built on the Salesforce platform.
Clariti Software
Experience in Local Government
Clariti brings deep knowledge of permitting and land management to
empower our customers to serve their citizens better. Since launching in
2008, Clariti has become an enterprise leader in community development
software for state, provincial, and local governments across North America.
Leveraging the Salesforce platform development allows them to focus on
your unique needs. Clariti provides a solution optimized for large and small
organizations working across various departments; it’s a flexible system
that conforms to your processes and significantly improves application
turnaround times.
Clariti works with the most innovative large agencies, like the City of
Phoenix, Arizona, who manages 500+ permit types and delivers exceptional
citizen experiences with their solution, and Orange County Public Works
(OCPW), who was looking to modernize the way the County does business
with its land development community and general citizen engagement.
Clariti's modern solution enables OCPW to provide a 10-day turnaround
time on complex permit applications.
Exhibit A - Project

rev 10/12/22

Clariti Company History
1985 Clariti's former parent company, Municipal Solutions Group, was
formed by a team of entrepreneurial government employees who wanted to
create software to make permitting and licensing processes more efficient
2006 Following years of success and hundreds of happy customers,
Municipal Solutions Group saw the value of cloud computing and decided
to split the company in two. This was the start of BasicGov, a stand-alone
multi-tenant cloud solution for permitting and licensing built on the
Salesforce platform.
2008 - 2016 BasicGov Launched in 2008 as the first public sector
AppExchange partner on the Salesforce platform. Over this period,
BasicGov built a customer base across North America of forward-looking
City Managers and state CIOs who saw the benefit of the cloud.
2015 - 2019 BasicGov’s reputation for providing world-class product
solutions grew, and the company built deep partnerships with industry-
leading system integrators, including Deloitte and Accenture. Some of
North America’s largest cities and states, from Phoenix to New York and
Washington to Massachusetts, selected BasicGov as their permitting and
licensing solution
2020 - 2020 marked the beginning of BasicGov’s most exciting chapter yet.
After a significant investment from Explora Partners to fuel further
innovation in their product, BasicGov announced their rebrand to Clariti –
the only true cloud-based permitting and licensing solution for state and
local government
2022 - 2022 continued Clariti’s record of excellence, with recognition on
the GovTech Top 100, The Globe and Mail’s list of Canada’s Top Growing
Companies 2022, and Certification as a Great Place to Work Canada
employer.

1.5.
Offeror shall provide company financials for the past 3 years.

TruePoint has been profitable and growing every year for the past decade
and we feel it is important to note that we are completely debt free (no
outstanding receivables more than 30 days) and sufficiently positioned with
cash balances to maintain a very positive financial position.

TruePoint is a firm of nearly 50 team members and revenues ranging from
$7M+ to $9M+ million since 2017. TruePoint’s regulatory practice is
contracted to deliver implementations services for our Infor, Accela,
Electronic Plan Review, and Utility Billing clients in 2023 through 2024.
Below we have provided our gross revenue since 2019.

Gross Revenue
2019 $7,390,485
2020 $8,280,738
Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
11
rev 10/12/22
2021 $8,162,710
2022 $ 9,060,903.
1.6.
Offeror shall provide staff turnover rates for the past 3 years.
TruePoint has been extremely fortunate to almost hand pick our team
members, most of whom have worked together for a decade or more.
Because of this close knit structure we have enjoyed incredibly low
turnover. We have lost just a handful of employees in the last few years.
1.7.
Provide 3 valid references from those who can confirm your experience in
providing the services stated within this RFP. The reference may be from
governmental agency, municipality, schools, or companies which the
Offeror has provided similar services within the last five years.
Reference 1:
City of Norfolk
810 Union Street
Norfolk, VA, 23510
Kathy Finholm
757-664-6678
kathyfinholm@norfolk.gov
2016
Provide a summary of Services provided: The City of Norfolk, Virginia uses a complete
Clariti Community Development (or Land Management) solution for planning, permitting,
licensing, code enforcement and mobile. Other departments such as public works, fire,
and parks and recreation also utilize the solution for completing plan reviews.
Reference 2:
City of Phoenix
200 W. Washington St.
Phoenix, AZ, 85003
Mary Ann Fotinos
602-262-7131
mary.ann.fotinos@phoenix.gov
2022
Provide a summary of Services provided: The City of Phoenix aimed to create a heightened
user experience for external customers to submit, track, and interact with staff. At the
same time, processing applications more efficiently through the Historic Preservation,
Planning and Zoning, Permitting, Plan Review, and Inspection Processes.
The mission of the SHAPE PHX project was to upgrade the primary legacy business
applications for Planning & Development's (PDD) land management/permit tracking
software systems with a modern solution that supported planning, development, and
regulation.
The SHAPE PHX project focused on acquiring a system that updated the core permit
managing abilities with integrated, streamlined, and next-generation workflow processes.
PDD will continue to be responsive as the community needs change by updating systems
to incorporate forward-thinking functionality. The SHAPE PHX solution provides a near-
Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
12
rev 10/12/22
seamless overall experience to PDD internal and external customers while integrating
closely with proven PDD processes and tools used today.
Reference 3:
Town of Queen Creek, AZ
22358 S. Ellsworth Road
Queen Creek, AZ 85142
Amy Shackleford, Business Systems Analyst 480-358-3906
amy.shackleford@queencreek.org
Jan/2018 – Jan/2019 with on-going
support
Provide a summary of Services provided: Extensive system configuration tasks including
fee scripting and email notification based on inspection results, and process workflow
updates. Full platform application support services.
2. SYSTEM REQUIREMENTS
2.1
Attachment 1 – System Requirements Provide your response to each tab in
this document and submit as an excel document with the title
“ATTACHMENT 1 – SYSTEM REQUIREMENTS”
3. METHOD OF APPROACH
3.1
Telephone and other support ‐ Please describe all support services available
from your company. Specifically address the following:
o normal hours of availability;
o website support information;
o online chat;
o remote system access capabilities;
o access via toll‐free 800 number;
o maintenance costs models;
o quality Assurance Program(s);
o other support services; and
o Service‐Level Agreements (SLA) – response time, escalation processes, and
other metrics.
TruePoint Clariti support
Included as part of our proposed implementation and service, TruePoint
will provide post go-live support to your Agency for the software product
licenses purchased and will provide technical support and maintenance
services for a period of 30 days from go-live to help ensure the optimal
functioning of the implementation.
TruePoint Solutions also offers an optional support program available for
an additional fee for contracted periods of time. In order to streamline the
process of attaining support beyond the initial contract, we recommend
that the City proactively contract for this optional support for a specified
amount and duration of time, ranging from 20 to 40 hours a month in the
Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
13
rev 10/12/22
first year of implementation for ready access to requested additional
support services. This represents a budgeted expense of $40-$80k
1.
Support can include: All major and minor updates, upgrades,
modifications, features, enhancements, bug fixes, error corrections,
patches, and subsequent releases for the Software offered by Clariti.
2.
Technical support, advice, consultation, and assistance for the
Software, including, and without limitation, troubleshooting,
configuration, and upgrade inquiries, promptly provided by qualified
professionals of TruePoint during all normal business hours via
telephone, fax, internet, and email as well as onsite at Licensee’s
main office. It is not expected that there will be issues which arise
outside of normal business hours – however, TruePoint staff will be
available to provide after-hours support during pre-arranged critical
operational events.
TruePoint will ensure faults are fixed in the product in a timely fashion as
to minimize any operational impact. Due to the nature of software,
TruePoint cannot guarantee that the product will always be entirely free of
faults, but TruePoint will contractually obligate the company to provide
corrections as promptly as possible.
Phone Support – Support staff is available Monday through Friday, from
8am to 5pm (PT) via telephone or email for assistance with questions,
concerns, and information about the general use of the Clariti software. All
support calls will be dealt with as promptly as possible. As a courtesy to
other callers, training cannot be handled over the phone.
Clariti Support
Above and beyond the excellent service provided by TruePoint, the Clariti
team is here to support you. They are here to provide core product support
for the Clariti solution.
Every customer receives Warranty Service level support as part of their
annual subscription fee, including full access to a dedicated customer
support team. Your included warranty service level support covers all
functionality that was configured and/or developed by Clariti. It also covers
one (1) production environment and one (1) sandbox environment.
On top of your basic Warranty Service level support, a dedicated account
manager is assigned to you as long as your contract remains active. Clariti
offers this to every customer at no additional cost.
Your account manager is a trained support employee based in North
America. Their focus is to meet with you on a quarterly basis to ensure you
Exhibit A - Project

rev 10/12/22

are using your solution to its maximum potential. During these one-on-one
check-ins, your account manager will:
•
Explore how you’re working with the system
•
Share updates and progress with you
•
Make recommendations for support to keep Clariti up to date

Clariti takes pride in providing consistent product updates, so the services
you offer your citizens consistently exceed expectations.

Resources
Clariti's customers have access to numerous training and technical support
resources to help guide them to use our solution.

•
Technical Support: The Clariti technical support team is available

from 6:00am – 5:00pm PST to help you troubleshoot and answer

questions you may have
•
Clariti Learning Management System: User training modules to learn

how to be a Clariti super-user. Connect to the Salesforce Trailhead

community, meet thousands of users, learn new Salesforce skills,

and earn globally recognized credentials that demonstrate your

expertise
•
Support Portal: Clariti's technical documentation portal is available

to all users to walk through the Clariti solution and learn about

functionality in detail
•
Free Webinars: Access a series of webinars to learn more about the

Clariti solution offering, functionality, and new releases
•
Live Chat: Chat with someone from Clariti from 9:00am – 5:00pm

PST, Monday through Friday.

Clariti understands that all government agencies’ needs are equally
important. You can expect the same technical support service from their
team at all Warranty Service levels. Their communications commitment
based on case severity is included below. Note that a standard business
day is 6:00am to 5:00 pm PST, Monday to Friday, not including statutory
holidays.

Severity Communications Commitment

Severity Level Name Initial Response
Severity 1
Critical
1 Business Hour
Severity 2
Urgent
2 Business Hour
Severity 3
High
4 Business Hour
Severity 4
Medium
8 Business Hour
Severity 5
Low

N/A

Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
15
rev 10/12/22
Add-on Support
Clariti offers a variety of additional support options which are available for
purchase or can be added to your service agreement. Depending on your
needs, they can provide anything from day-to-day system administration to
full support for your solution.
Clariti also offers support for specific situations like:
•
Adoption Support: A Clariti team member who can assist with the
setup and training to use new functionality
•
Release Assistance: Assistance with the installation and testing of
Clariti product releases
•
After-hours Support: Work with a specific issue or project with
support staff available during non-business hours
These services and more are available via our selection of support
programs. The Clariti team is available to help determine which support
program is the best fit for your needs.
3.2
Implementation methodology ‐ Please describe your implementation
methodology, with milestones and timeframe. Include a preliminary
implementation schedule for all modules/applications, including the required
time for system and training, program testing, and conversion. Please
include how you expect to sequence the installation of the various
modules/applications across multiple departments.
We have provided this information in Attachment 2 - Project Plan
3.3
Implementation Methodology – Please describe your best practice to
implement the solution in a phased approach / by module.
We have provided this information in Attachment 2 - Project Plan
3.4
Project Plan
Provide a project plan with resources and timelines that will include the
following deliverables (This may be submitted as a separate document
“ATTACHMENT 2 – PROJECT PLAN”):
o
Project Management
o
Fit/Gap Analysis
o
City Environment Created on Hosted Solution
o
System Configuration
o
Data Conversion
o
Software Interfaces
o
Reporting & Data Analytics
o
Testing and Quality Assurance
Exhibit A - Project

rev 10/12/22

o Training
o Documentation
o Deployment and Post-Production Support
o On-going Support and Maintenance

We have included our Project Plan in Attachment 2 as a separate file.

3.5
Training and Education ‐ please provide your consulting and training
options, including classroom (on‐site and off‐site), online (group and self‐
paced), train-the-trainer, training videos, and manuals. Include training for
all required staff and users.

We have included a formatted version of this in Attchment 2 - Project Plan.

The TruePoint team will plan multiple opportunities for Implementation
Training for the City over the course of the project. There will be initial
Product Overview and Basic Concepts training. There will also be trainings
planned to educate the project team in parallel with the needed
configuration and testing skills needed throughout the implementation.
TPS will spend time explaining how the software works and will review with
City staff so they will understand how the solution was built, how they can
build their parts of the solution, and where documentation exists.
Implementation (Core Team) Training Classes will include the following:
·
Product Overview and Basic Concepts Training
·
Technical Systems Configuration Training
·
GIS Integration Tool Training

Train-the-Trainer Classes
TruePoint provides a variety of user and administrator training courses that
are designed to orient, educate, and reinforce the core concepts behind the
operation and management of the Clariti solution. For this engagement,
the TruePoint team recommends using a “train the trainer” approach. This
approach allows customers to use existing personnel to conduct user
training classes during and after the project implementation. TruePoint
and the City team will work together to identify the end user sessions
needed. This will be done by identifying the daily processes and functional
groups. Also, before scheduling the train-the-trainer sessions, the
configuration of the processes should be in a state close to final in order to
avoid any retraining efforts.

The methods used for a train-the-trainer delivery include first teaching the
course to the designated instructors. Upon completion of that step the
students are given assignments of sections of that course to study and
teach to the other students within a specified timeframe. The potential
instructors teach the others and the TruePoint instructor in the classroom.
Peer and TruePoint instructor feedback and critique is given and that
Exhibit A - Project

rev 10/12/22

process is repeated for all the other students. Using this format, we can
train these power-users in all aspects of the application from the
perspective of a common user, a technical/administrative user, and a
trainer.

User and Administrator Classroom Training
A combination of both remote-based and on-site training courses may be
utilized for the City’s project, depending on the City’s preference. These
courses can be generic or tailored to match the City’s configuration. Class
lengths vary between two hours and multiple days and limit the number of
attendees to between 7 and 15 participants at a time. During end user
training, TruePoint’s trainer will guide each user group through the
screens, functions, and features that pertain to their job roles. These
structured and formal sessions will provide hands-on experience using the
actual system. Some exercises will be trainer-led, while others will allow
users to experience the system independently and at their own pace.

3.6
City of Glendale implementation responsibilities ‐ please describe and/or
provide a list of a typical customers’ implementation responsibilities.

We have included a formatted version of this in Attchment 2 - Project Plan.

The following table provides TruePoint’s expected list of City Resources
and Implementation Responsibilities. When staffing the implementation, it
is important to consider available resources, internal skills, competing
priorities, and project timing. The table below is a sample of TruePoint’s
generally recommended agency-side staffing to support implementations.
In general, this guideline assumes an apprenticeship approach to the
implementation. TruePoint’s Professional Services team will execute
project tasks while also transferring system maintenance and configuration
knowledge to City staff.

Agency Resources and Responsibilities
Project Sponsor - Ultimate responsibility for the success of the project
·
Creating an environment that promotes project buy-in
·
Participate in monthly steering committee meetings
·
Driving the project through all levels of the Agency
·
High-level oversight throughout the duration of the project
·
Serving as the primary escalation point to address project issues in

a timely manner
Project Manager - Overall administration, coordination, communication,
and decision-making associated with the implementation
·
Planning, scheduling, coordinating and tracking the implementation

with TruePoint and within the Agency
·
Ensuring that the project team stays focused, tasks are completed

on schedule, and that the project stays on track
Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
18
rev 10/12/22
Core Team Members - A user representative for each affected department
must be appointed to facilitate analysis and configuration and serve as a
decision-making entity for that group. These critical appointments may
well determine the success of the implementation for their respective
areas. Responsibilities include:
·
Attending requirements workshop sessions
·
Willing and able to gather data and make decisions about business
processes
·
Assist in the creation of specifications for reports & conversions
·
Review and test the system configuration, reports, & conversion
·
Participating in the implementation of the Clariti solution
Subject Matter Expert (SME) - Responsibilities include:
·
Being trained on Clariti at a System Administration level
·
Being fully engaged in the Business Analysis and system
configuration activities
·
Assist internal efforts towards the creation of reports & conversions
·
Assist in the review and testing of the system
·
Actively participate in the full implementation of Clariti
Technical Lead - Responsibilities include:
·
Primary responsibility for the technical environment during the
software implementation
·
Ensure that servers, databases, network, desktops, printers, are
available for system implementation and meet minimum standards
·
Work with TruePoint technical personnel during implementation
·
Maintain test and production databases
·
Perform day-to-day maintenance of the system and install
maintenance releases
·
Act as the primary technical resource for troubleshooting problems
·
Establish and maintain backup, archival, and other customary
maintenance and housekeeping activities
Role - Time Expectation
Project Sponsor
4 hours per month
Project Manager
80 hours per month
Core Team Members
120 hours per month
Subject Matter Experts (SME)
80 hours per month
Technical Lead
40 hours per month
3.7
Subcontractor and third‐party relationships ‐ please describe any
subcontractor relationships and/or third‐party providers that will be used for
the implementation.
Exhibit A - Project

City of Glendale
Solicitation Number: RFP 23-28 / 423000XX
PERMITTING AND PLAN REVIEW SYSTEM
RESPONSE WORKBOOK
CITY OF GLENDALE
Procurement Department
5850 West Glendale
Avenue, Suite 317
Glendale, Arizona 85301
19
rev 10/12/22
This does not apply to our proposal.
3.8
Sandbox Test Environment: Please describe your approach to providing the
City an environment to evaluate your product. What is the length of time it
will take to establish the environment?
Upon earning the opportunity to demonstrate the product to Glendale, we
will spend approximately 20 to 30 hours preparing a pre-configured
environment. This will specifically highlight features and workflows that
best reflect the requirements of the City, as learned through your RFP,
website, and other research.
This pre-configured environment can be utilized as part of a facilitated
walk-through, where designated individuals from the City can interact with
our system. A dedicated Clariti support consultant will assist your staff
remotely or in the room. A half- to full-day session will provide you with a
comprehensive understanding of the system, its configuration, and
navigation.
This approach will allow you to evaluate our product effectively, giving you
an introduction to the system similar to the experience staff will have when
joining your team. The assisted experience provided by our solution
consultant will ensure you have a positive experience exploring Clariti to the
full extent of your team’s curiosity. We would be happy to work with you to
find the best solution for your evaluation requirements.
4. VENDOR EXCEPTIONS:
Per Exhibit 2.2, Offeror shall note any exceptions to the solicitation documents in this
section using the example below:
Document Name:
Exhibit 3 – Insurance Requirements
Section:
1.a.i. Commercial General Liability – General Aggregate $5,000,000
Exception:
Vendor’s General Aggregate is only $3,000,000
Neither Clariti nor TruePoint wishes to take exception to the City's terms and
conditions other than insurance coverage limits. We do not carry the levels of
insurance coverage requested. We have attached an existing insurance certificate to
the PDF version of this response workbook as an example of the coverages/amounts
that TruePoint currently carries. Our current levels have repeatedly been accepted as
sufficient to agencies across the country.
We are comfortable with our standard practice of utilizing the City’s terms and
conditions as a starting point in negotiating a final, mutually agreeable, contract that
will benefit all parties.
Exhibit A - Project

rev 10/12/22

5. ADDENDUM RESPONSES AND ACKNOWLEDGEMENT: Attach addendum
response(s) and acknowledgement(s) here.

TruePoint hereby acknowledges all addenda to this RFP. We have attached
acknowledgements to the PDF version of this response workbook.

6. CONFLICT OF INTEREST STATEMENT:
If Offeror indicated they have a conflict of interest on the Offer Sheet, Offeror must
provide details here. Please refer to the “CONFLICT OF INTEREST” section within
Exhibit 1 for required information to be included here.

This does not apply to either TruePoint or Clariti as there are no conflictual
relationships.

END OF DOCUMENT
Exhibit A - Project

Attachments
Addendum Acknowledgements
Exhibit A - Project

TruePoint Solutions

774 Mays Blvd., #10-377, Incline Village, NV 89451

Kent Johnson, Chief Executive Officer

Exhibit A - Project

TruePoint Solutions

774 Mays Blvd., #10-377, Incline Village, NV 89451

Kent Johnson, Chief Executive Officer

Exhibit A - Project

TruePoint Solutions

774 Mays Blvd., #10-377, Incline Village, NV 89451

Kent Johnson, Chief Executive Officer

Exhibit A - Project

Attachment to 4. Vendor Exceptions - Sample Insurance Certificate

Exhibit A - Project

Existing/Included out of the box
The requirement is available in the out of the box solution.
Can be configured
Requirement is available out of the box solution but will require configuration. Provide a brief
description of how this may be achieved.
Available as an extension with a partner
Requirement may not be available out of the box however, a customized solution can be
implemented to meet the requirement or the requirement can be met by another partner.
Planned for next release:
The requirement will be available upon the next version/release of the software solution.
Not Available:
Not provided by solution.
ATTACHMENT 1 – SYSTEM REQUIREMENTS
RFP 23‐28 Permitting and Plan Review System
Submit Attachment 1 as an excel spread sheet.
Instructions:
Offeror shall place a 'X' in the applicable column (e.g., Existing, Not Available, etc.) on each Requirement tab. If not provided in the out of the box
solution, Offeror shall provide an explanation in the Comments column.
LEGEND:

Requirement
Existing/
Included out of
box
Can be
Configured
Available as an
extension with
partner
Planned for nex
Not Available
Comments
1.01
Ability to auto-validate information from internal and
external sources. E.g. Owner Information
X
Clariti provides the ability to validate information from internal and
external sources by integrating with third-party data sources and APIs.
This allows the City to automatically validate owner information and
ensure the accuracy of the data entered into the system. Additionally,
the City can configure validation rules to enforce specific business rules
and ensure that the information entered into the system meets their
requirements.
1.02
Ability to maintain a "Master" record repository – enter
field data once, update across all records, modules, and
departments.
X
Clariti acts as a central repository for all data, allowing for efficient
data management and reduced risk of errors by enabling users to enter
field data once and have it automatically updated across all records,
modules, and departments.
1.03
Ability to Customize data entry order with ability to
hide fields not used
X
Clariti provides broad configuration throughout the solution, allowing
the City to adjust the system to your specific needs and workflows.
Additionally, fields that are not required can be hidden, simplifying the
data entry process and minimizing confusion for users.
1.04
Ability to provide an Audit Trail with user, date, time
stamp throughout all modules and fields
X
The Audit Trail feature in Clariti is a robust tool that captures user,
date, and time stamp information for all changes made in the system.
This provides a complete record of all changes, ensuring transparency
and accountability in the data management process. Additionally, the
Audit Trail feature provides full visibility into the data across all
modules and fields.
1.05
Provide user security roles for various user levels to
appropriately provide access to add, update, edit
information in the system
X
Clariti has a comprehensive user security system that allows Glendale to
assign City-defined security roles. This enables organizations to set
appropriate access levels for users, ensuring that sensitive information
is protected and that only authorized individuals are able to add,
update, and edit information in the system.
1.06
Ability to define fields that are confidential and limit
access tied to specific user roles. Separate user roles
may be tied to various confidential fields.
X
Confidential fields in Clariti can be defined and access to them can be
limited based on specific user roles. This enhances the security of
sensitive information and ensures that only authorized individuals are
able to view or edit it.
1.07
The system must provide role based access control &
privilege access management
X
Clariti supports role-based access control and privilege access
management, allowing organizations to specify the level of access for
each user role and to manage permissions for different types of users.
1.08
Ability to drill down/around to transaction detail
throughout all linked modules (e.g. Code Enforcement
to Permit Module)
X
The ability to drill down and navigate to transaction detail across all
linked modules in Clariti provides a seamless and intuitive user
experience. This allows users to easily access information and track
transactions, enhancing the efficiency of the data management process.
1.09
Ability to create collaborative workflows/notifications
across departments based on events or other conditions
X
Clariti's workflow and notification system enables organizations to
create collaborative workflows and notifications across departments
based on specific events or conditions. This facilitates communication
and collaboration between departments and helps to streamline
processes.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
1.0 Systemwide Requirements (Throughout Entire System)
2

1.10
Ability to have User configurable menus and screens (by
role or individual)
X
Clariti provides the ability to configure menus and screens by role or
individual, allowing users to customize the interface and access the
features that are most relevant to their work. This enhances the user
experience and provides a more efficient way to work with the system.
1.11
Ability to flag a property for hazardous conditions
X
In Clariti, the City can use custom fields to flag a property as hazardous.
For example, they can create a custom checkbox field that indicates
whether a property is considered hazardous or not. Additionally, the
City can set up custom alerts and notifications that are triggered when
this field is checked.
1.12
Ability to track day to day activities like routine
maintenance work, meter readings visits or inspections
conducted independent of cases or property
X
Clariti provides the ability to track day to day activities like routine
maintenance work, meter readings visits, or inspections conducted
independent of cases or properties through the use of custom objects
and custom fields. The City can track specific activities, such as
maintenance work or inspections, and capture relevant information
such as the date and time of the activity, the location, and any notes or
comments. The City can also create custom reports and dashboards to
provide a visual representation of these activities, making it easier to
see patterns and trends, and respond to any issues in a timely manner.
Additionally, workflows can be used to automate actions such as sending
out notifications or updating records, helping to streamline processes
and save time.
1.13
Ability to track invoice per location
X
With Clariti, the City can track invoices per location, capturing relevant
information such as the invoice number, vendor, amount, and due date.
Additionally, the City can create custom reports and dashboards to view
and analyze the invoices and their status. This allows the City to track
the invoices for each location, see the total amount owed, and quickly
identify any outstanding invoices.
1.14
Ability to assign Role-level security to field level.
X
Clariti provides the ability to assign Role-level security to field level
through the use of user profiles and field-level security. User profiles
determine what actions and data access a user is authorized to perform
within the system. Field-level security allows the City to specify which
fields are visible and editable for each profile, ensuring that sensitive
information is protected and only available to those who need it. This
ensures that the City has complete control over the level of access each
user has to their data, helping to maintain data integrity and security.
1.15
Ability for system to automatically generate user
defined correspondence (paper and paperless)
X
Clariti provides the ability to automatically generate user-defined
correspondence through the use of workflows, templates, and forms.
Workflows allow the City to automate actions such as generating
correspondence based on specific triggers or conditions. Templates and
forms allow the City to define the format and content of the
correspondence, including the use of merge fields to automatically
populate the document with relevant data from the system. The City
can also create custom forms for the correspondence, using Microsoft
Word to ensure that the forms are visually appealing and contain all
necessary information. These features help to streamline the
correspondence process and reduce manual data entry, saving time and
increasing efficiency.
3

1.16
Ability to track unlimited multiple contacts, contact
types, addresses, phone or email addresses per case
X
Clariti provides the ability to track unlimited multiple contacts, contact
types, addresses, phone or email addresses per case through the use of
the Contacts object. The City can capture relevant information such as
the contact name, type, address, phone number, and email address,
and associate each contact with a case or property. The City can also
create custom fields to capture additional information specific to their
needs, and create custom reports and dashboards to view and analyze
the contacts. With this information, the City can effectively manage
their relationships with all relevant contacts, keeping track of all
communication and interactions.
1.17
Ability to electronically route system-generated letters
for approval before printing or sending.
X
With Clariti, the City can electronically route system-generated letters
for approval before printing or sending. This is accomplished through
the use of workflow automation. The City can set up a workflow to
automatically send out the system-generated letters for approval to the
appropriate individuals or departments. Once approved, the letters can
then be automatically printed or sent, helping to streamline processes
and save time. Additionally, the City can also track the status of each
letter, ensuring that all letters are approved and sent in a timely
manner.
1.18
System shall provide for the identification of critical
notes/remarks which "flag" the account
X
Clariti provides the ability to identify critical notes or remarks that
"flag" the account through the use of custom fields and custom objects.
The City can create custom fields that can be used to identify critical
information, such as a flag for hazardous conditions or a flag for an
account in collections. This information can be displayed in a separate
custom object, or it can be incorporated into the existing account
information. Additionally, the City can use workflows to automate
actions such as sending notifications or updating records based on the
critical information, helping to streamline processes and save time.
1.19
System shall have ability to create correspondence
templates including forms, employing MS-Word
X
Clariti provides the ability to create correspondence templates
including forms using Microsoft Word. These can be linked to specific
objects, such as cases or properties, and can automatically populate
with data from those objects, making it easy to generate accurate and
consistent correspondence. Additionally, the City can customize the
templates to fit their specific needs, such as adding custom branding or
fields.
1.20
System shall have ability to modify templates/forms
outside of standard fields to be input by users
X
Templates in Clariti can be updated by staff, whether that be to change
the content that will be reused for automatic generation, or to update
an individually-generated letter before sending to the intended
recipient.
1.21
System shall have ability to automatically generate
correspondence (letter, envelope or label) by user
action
X
Clariti provides the ability to automatically generate correspondence,
such as letters, envelopes, or labels, by user action through the use of
workflows and templates. The City can create templates for different
types of correspondence, such as letters, envelopes, or labels, and
populate them with dynamic information from the system. Workflows
can then be configured to trigger the generation of the correspondence
based on specific conditions or actions, such as the creation of a new
case or the completion of a task.
1.22
Flags a property automatically alerts or notifies
impacted departments as defined by user.
X
In Clariti, when a property is flagged (e.g., hazardous conditions), the
system can automatically trigger alerts or notifications to impacted
departments as defined by the City or user.
4

1.23
The ability to automatically balance
personnel/resources as defined by user based upon
individual(s) workload. May not allow an inspection for
a specific day or time if resources are not available as
determined by the City.
X
Workload balancing be achieved in Clariti through the use of custom
objects and fields to track the workload of individual personnel, such as
the number of inspections they are currently conducting. This
information can be used in real-time to determine if the personnel are
available for a specific day or time, and if not, the system can
automatically flag the inspection as being unavailable. Additionally,
workflows can be used to automate actions such as sending out
notifications or updating records, helping to streamline processes and
save time.
1.24
Mobile citation capabilities (assess fine, collect
signatures, print, upload for tracking) using iPad
X
With the mobile citation functionality, officers can access the Clariti
platform on any mobile device (including iPad) to assess fines and
capture electronic signatures from the violator. The citations can then
be printed on-site and uploaded to the Clariti platform for tracking and
follow-up.
1.25
System must be compatible with mobile devices like
iPad, phones and tablets
X
Clariti is a cloud-based solution and therefore, is accessible from any
device that has an internet connection and a compatible web browser.
This means that the City can use their iPads, phones, and tablets to
access the Clariti solution from anywhere, at any time. The mobile-
friendly user interface is repsonsive to smaller screens, providing a
streamlined and intuitive experience for both staff and the public via
the online public portal. Additionally, using Clariti's dedicated mobile
app, City staff can also receive notifications, updates, and access
important data even when they are not at their desk. This allows the
City to stay connected and respond quickly to any issues, no matter
where they are.
1.26
Ability to auto-validate information from internal and
external sources. E.g. Contractor licensure, Tax license
or County Parcel information.
X
Clariti provides the ability to auto-validate information from internal
and external sources, such as Contractor licensure, Tax license, and
County Parcel information. This is accomplished through the use of web
services, which allow Clariti to retrieve information from external
databases and validate it against the data stored within the system. The
City can define the validation rules and configure the system to
automatically perform these checks, ensuring that the information
entered into Clariti is accurate and up-to-date.
1.27
Ability to flag records with safety issues or warnings,
e.g. dangerous dog, unsafe structure, multiple
violations, hazardous materials, etc.
X
With Clariti, the City can flag records with safety issues or warnings
such as dangerous dogs, unsafe structures, multiple violations, and
hazardous materials. This can be achieved using custom fields that can
be used to trigger actions and/or notifcations. Additionally, Clariti has
an Alerts feature that can be used to display pop-ups or notifications to
a single record or all related records so that any user accessing them
will see the flag or alert.
1.28
Ability to lock down historical fields as “read-only” such
as district, original square footage, build date, etc. by
user role
X
Clariti has the capability to set specific fields as "read-only" for certain
user roles. This means that administrators can restrict access to certain
information within the system to ensure data accuracy and consistency.
For example, if a user role is set as "read-only" for the district, original
square footage, and build date fields, then those users will not be able
to make changes to that data.
1.29
Ability for conditional alerts, flags, messages and
actions (e.g., Record change to County Parcel Number
triggers an alert)
X
Clariti allows for conditional alerts, flags, messages, and actions to be
triggered based on specific events or conditions. For example, if the
county parcel number of a record is changed, an alert can be triggered
to notify the relevant departments and individuals. This feature allows
for real-time communication and collaboration across departments and
helps to ensure that critical information is not missed.
5

1.30
Ability to create collaborative workflows/notifications
across departments based on events or other conditions
X
Clariti supports the creation of collaborative workflows and
notifications across departments. This means that administrators can
set up workflows and notifications based on specific events or
conditions. For example, if a record is updated, a notification can be
sent to the relevant departments, who can then take the necessary
actions. This feature allows for seamless communication and
collaboration across departments and helps to ensure that all relevant
individuals are aware of changes or updates to records.
1.31
Ability to route applications and documents to external
non-City reviewers, e.g. outside agencies, etc.
X
Clariti offers the ability to route applications and documents to external
non-City reviewers, such as outside agencies. This function is made
possible through the use of an electronic routing system, allowing for
seamless transfer of information and documents between internal and
external parties.
1.32
Ability to search by County Parcel Number, site address,
or point/line location or ID.
X
With Clariti, staff can search by County Parcel Number, site address, or
point/line location or ID. This feature is facilitated by the use of a
powerful search engine that allows users to quickly and easily locate
specific records based on a range of criteria.
1.33
Ability for the system to automatically cancel projects
and permits upon expiration date.
X
The system provides automatic cancellation of projects and permits
upon expiration date. This is achieved through an automated system
that regularly checks expiration dates and cancels expired projects and
permits, ensuring accuracy and up-to-dateness of all records.
1.34
Ability perform automatic electronic notifications (e.g.
Expirations, zoning actions).
X
Clariti enables automatic electronic notifications for events such as
expirations and zoning actions. This is made possible through an
automated notification system that sends real-time updates to relevant
individuals, ensuring that important information is not missed.
1.35
Ability to warn/flag when a duplicate record is
created.
X
The system includes the ability to warn or flag when a duplicate record
is created. This function is achieved through a duplicate detection
system called "Duplicate Check" that alerts users if a record already
exists, preventing errors and ensuring unique records.
1.36
Ability to provide FAQ or online help within the system.
X
Clariti offers FAQ or online help within the system. This feature is
provided through an online help center that provides users with
information and guidance, reducing confusion and errors.
1.37
Ability to electronically route system-generated letters
for approval before printing or sending.
X
The system enables electronic routing of system-generated letters for
approval before printing or sending. This function is made possible
through an electronic approval system, requiring approval of all letters
generated by the system before they are sent, ensuring accuracy and up-
to-dateness of all communications.
1.38
Ability for system to “auto detect” or similar action for
“per sheet” charged fees when client submits plans
X
Assuming the City integrates Clariti with an electronic plan review (EPR)
solution that automatically detects the number of sheets submitted
when a client submits plans, once Clariti knows the number of sheets it
can calculate the appropriate fee(s) using the built-in fee calculator.
1.39
Ability to mark/view billing status (e.g. pending, new
fees) while in billing cycle and allow process to
continue, but hold final approval until all fees are paid.
X
Clariti tracks and displays the billing status throughout the billing cycle,
providing visibility into the status of payments. The system allows the
billing process to continue, but holds final approval until all fees are
paid, ensuring secure revenue management for the City. This feature
helps to ensure that all necessary fees are paid before final approval is
granted, improving the overall accuracy and efficiency of the billing
process.
1.40
Ability to automatically contact/notify utilities for
clearances for final inspections
X
Clariti's automated workflow system provides the ability to initiate and
track requests for clearances from utilities using email templates and
triggers specified by the City.
6

1.41
Ability to look up meter numbers, meter addresses &
physical addresses. Synced with GIS - ArcSDE
X
Clariti integrates with GIS-ArcSDE to provide the ability to look up
meter numbers, meter addresses, and physical addresses. This
integration allows for the retrieval and display of information from the
GIS database, providing a comprehensive view of customer information.
The system is able to synchronize with GIS-ArcSDE, ensuring that the
information displayed is up-to-date and accurate.
1.42
Ability to filter, by date, by customer account, type of
the revenue, for specific accounts
X
Clariti's advanced reporting system provides the ability to filter revenue
by date, customer account, type of revenue, and for specific accounts.
1.43
Ability for user to print/email receipts and/or permits
to customer from screen
X
Clariti's document management system provides the ability for a user to
print or email receipts and/or permits directly from the screen,
reducing manual effort and improving the customer experience.
1.44
Ability to process multiple checks for various amounts
from one customer in one transaction
X
Clariti's built-in Financials module provides the ability to process
multiple checks for various amounts from one customer in a single
transaction. This is achieved through the use of an advanced payment
processing system that can handle multiple payments and distribute
them to the appropriate accounts.
1.45
Ability to assign multiple payments to one transaction
X
Clariti's built-in Financials module provides the ability to assign multiple
payments to one transaction
1.46
Ability to accept e-payments
X
Clariti provides the ability to accept e-payments through either its
integrated payment processing system or by integrating with the City's
preferred payment processor. This system is designed to handle online
payments and securely process transactions. Customers are able to
make payments using their preferred payment method, including credit
cards, electronic checks, and other electronic payment methods.
1.47
Ability for customer to pay for all accounts with a single
payment/transaction. Payment should be distributed to
the appropriate account.
X
Clariti provides the ability for customers to pay for all accounts with a
single payment/transaction. When a customer makes a payment, they
can specify which fees / invoices they would like to pay and the system
automatically distributes the payment to the appropriate accounts,
ensuring that all accounts are properly credited.
1.48
Ability to define fields that can be accessed and
modified and when they can be modified for both
internal and external users
X
Clariti allows for the definition of fields that can be accessed and
modified by both internal and external users. Administrators have the
ability to specify which fields can be accessed and modified, and when
those fields can be modified. This allows for fine-grained control over
field access, ensuring that only authorized users have access to critical
data. The system provides the ability to specify exactly who can access
and modify specific fields, enhancing the security of the permitting
process.
1.49
System shall provide for pre-defined notes/remarks or
comments that can be placed on an account
X
The Clariti system enables the placement of pre-defined notes or
comments on an account. This is achieved through the use of pre-
defined notes or comments that can be added to an account with a
single click.
1.50
Ability to require/schedule an inspection without
issuing/having a permit for that address/project
X
Clariti's inspection management system provides the ability to require
or schedule an inspection without issuing a permit for that address or
project. This means that the City is able to manage the inspection
process and schedule inspections even if a permit has not yet been
issued.
1.51
Ability to track missing required information in
submittal process; stop issuance until all requirements
are met.
X
Clariti's flexible submittal management system that allows
administrators to track the status of submittals, identify missing
information, and ensure that all required information has been received
before issuance. In other words, issuance of a permit can be prevented
until all requirements are met, and once they are met the permit can
be automatically issued to the applicant, if desired.
7

1.52
Ability to cross-reference plan numbers, County Parcel
Numbers, addresses, or other common data affiliated
with a single parcel
X
Clariti's "360 Degree View" integrates all relevant information for a
specific permit, property, or project into a single, comprehensive view.
This allows users to access data related to permits, inspections, billing,
and other records from a single starting point.
1.53
Ability to view drop-down project hierarchy and linking
with roll-up: Projects, sub-projects, activities, land use
actions, permits, etc.
X
Clariti's "360 Degree View" provides the ability to access and navigate a
full project hierarchy, including projects, sub-projects, activities, land
use actions, permits, etc.
1.54
Ability to manage and track complex development
projects - commercial or residential, multiple addresses
per parcel, plans, documentation, multiple parcels,
split parcels, roads, etc.
X
Clariti provides the ability to manage and track complex development
projects, including commercial or residential projects with multiple
addresses per parcel, plans, documentation, multiple parcels, split
parcels, roads, etc. through the use of its comprehensive and flexible
project management system. The 360 Degree View integrates all
relevant information for a project into a comprehensive view, allowing
users to access and manage all information in one place.
1.55
Ability to automatically adjust/account for inspection
schedules (scheduling) resource balancing as defined by
user e.g. using inspector availability by inspection type,
system assigns next available slot or allows caller to
pick from available options
X
In Clariti, inspection schedules and resource balancing can be achieved
through the use of flows. Flows are a tool in the Clariti solution that
automate tasks and processes, including inspection scheduling. The
flows can be configured to take into account inspector availability by
inspection type, and to assign the next available slot or allow the caller
to pick from available options. By using flows to manage inspection
schedules and balance resources, the system can automatically adjust
schedules in real-time, ensuring that inspections are performed
efficiently and that inspector resources are utilized effectively.
1.56
Ability to search projects, permits, addresses and/or
parcels by Occupancy Classification
X
In Clariti, a user can search for projects, permits, addresses, and/or
parcels by Occupancy Classification by using the search functionality
within the system. The search functionality allows users to filter their
results based on various criteria, including occupancy classification.
This assumes the "Occupancy Classification" field has been configured in
the system.
1.57
Mobile citation capabilities (assess fine, collect
signatures, print, upload for tracking).
X
The Clariti Mobile App enables users to assess fines, collect signatures,
print citations, and upload citation information for tracking, whether
they're at their desk or in the field.
1.58
Track staff time for large incidents to support
reimbursement of staff costs (police, fire, code
officers, attorney, etc.).
X
X
The City of Glendale has the option to either configure a time tracking
system within the Clariti solution or integrate with a third-party
application that uses details gathered in the Clariti solution. If the City
chooses to configure a time tracking system within Clariti, they will
have access to a range of features and functionality that will allow them
to accurately record and track staff time, including the start and end
time of each task, as well as the type of task performed. This
information can then be used to generate reports that provide a
detailed breakdown of staff time, which can be used to support
reimbursement of staff costs.
Alternatively, if the City chooses to integrate with a third-party
application, they will have access to a wider range of time tracking
functionality, including advanced reporting and analysis capabilities. In
this scenario, the information gathered in the Clariti solution can be
used to populate the third-party time tracking system, ensuring that all
staff costs are accurately recorded and that the appropriate personnel
are reimbursed for their time spent on incidents.
8

1.59
The system shall have ability to link related accounts by
address, maps, application, accounts etc.
X
Clariti provides the ability to link related accounts by address, maps,
applications, and other relevant information. This is achieved through
Clariti's 360 Degree View, a robust linking system that allows users to
establish relationships between different accounts, such as between a
permit and a related application, or between multiple permits at the
same address. The linking system is designed to be flexible, allowing
users to link accounts in a variety of ways, depending on their specific
needs.
For example, users can link accounts by address, which makes it easier
to manage and track all of the permits, applications, and other
information associated with a particular property. Users can also link
accounts by application, which makes it easier to manage the entire
permitting process for a particular project, from the initial application
through to the issuance of permits and final inspection.
1.60
The ability to allow fees to be waived by authorized
personnel
X
Clariti's fee waiver process is designed to be flexible and can be
configured to meet the specific needs of the City. For example, the City
can define which fees can be waived and which users are authorized to
waive fees, as well as the specific conditions under which fees can be
waived. The waiver process can also be configured to require approvals
from multiple users, ensuring that the fee waiver process is properly
controlled and auditable.
1.61
Ability to assign flags or special "codes" to fields for mail
merge or to be populated into templated letters
X
Clariti provides the ability to assign flags or special "codes" to fields for
mail merge or to be populated into templated letters using the built-in
Letters Engine. The system can be configured to automatically populate
the templated letters with the relevant data from the flagged fields,
ensuring that the correct information is included in each letter.
1.62
Ability to modify all statements, templated
letters/notices generated from the system
X
Clariti's Letter Engine provides the City with the ability to modify
templated letters/notices once they are generated from the system by
allowing City staff to output the letters as editable Microsoft Word files,
which can be easily edited and then sent to the intended recipient.
Additionally, the City can modify the templates prior to them being
used to generate letters because the template documents are in Word
format. All changes can be tracked in a version history of the template,
helping the City to maintain an accurate record of the changes that
have been made over time, and ensuring that the most up-to-date
version of each template is always being used.
1.63
Ability to apply/create manual payments and perform
manual adjustments to payments
X
For manual payments, Clariti provides the ability to enter payment
information directly into the system, including the amount, payment
type, and payment date. The system also provides the ability to apply
manual payments to specific accounts or invoices, helping to ensure
that payments are correctly allocated and applied to the correct
account.
As well, Clariti provides the ability to perform manual adjustments to
payments, such as applying credits or adjusting payment amounts.
9

1.64
Adhoc Reporting by all data points in the system
X
Clariti provides a robust reporting functionality that enables ad hoc
reporting by all data points in the system. The system has a built-in
Reports Builder that allows users to easily create robust custom reports
with any combination of data points in the system. Additionally, users
can also leverage the List Views functionality to provide a quick and
simple way to report on specific data points. The List Views can be
customized and saved to allow for easy access to specific data sets, and
the information can also be exported for further analysis or
manipulation in a separate tool.
1.65
Ability for authorized user to send an email from the
system to a certain business email with attachments
X
Clariti provides an advanced email management system that allows
authorized users to send emails from within the system to a specific
business email address with attachments. The system integrates with an
email provider, such as Microsoft Exchange or Google Workspace, to
provide the ability to send an email directly from the system to a
recipient's email address. Users can select a recipient and add
attachments directly from the system, and the email will be sent using
the user's email client. Additionally, Clariti provides the ability to use
email templates, which can be pre-populated with relevant information
from the system, to streamline the email creation process. Templates
can be customized by authorized users and then used to create emails
that are automatically populated with relevant information, reducing
the time and effort required to send an email.
The email management system in Clariti also provides the ability to
track whether an email has been opened by the recipient. This helps to
ensure that all communications are being received and acted upon, and
provides a clear audit trail of all communications related to a project.
1.66
Reminder Notification for follow up across departments
X
Clariti provides the ability to send reminder notifications for follow-up
across departments by allowing users to set up automated reminders in
the form of tasks, alerts, and/or emails. These reminders can be
triggered by specific events or dates, such as the expiration of a permit,
the due date for a payment, or the completion of a task. Additionally,
users can view a dashboard of all outstanding reminders, including
information about the recipient, the due date, and the status of the
reminder. This makes it easy for City staff to keep track of important
follow-up tasks and ensure that nothing falls through the cracks.
1.67
Ability to customize web portal with additional
questions or changes to FAQ material etc.
X
The Clariti solution provides the ability for authorized users to
configure the web portal to include additional questions or make
changes to FAQ material. The system provides a flexible framework for
customizing the web portal to meet specific needs, and allows for
changes to be made as needed to keep the content up-to-date and
accurate. This can be achieved using the built-in page editor, which
provides a user-friendly interface for making changes to the web portal
content.
1.68
Ability for the users to upload test results into the
system and associate to a project
X
Clariti can be configured to allow users to upload test results into the
system and associate them with a project through the use of the "Exam"
object and related "Application Exam". The customer can apply for the
competency and be assigned to the exam through the use of the
Application Exam. This allows the results to be recorded and tracked
within the Clariti platform, providing a comprehensive view of the
project and related testing.
10

1.69
Settlement time must be able to be set to meet city's
needs
X
Clariti allows the users to set the settlement time based on the needs of
the city. The user can access the system settings to define the
settlement time and make adjustments as needed.
1.70
Ability to Sort and Filter all data in the system
X
Clariti provides the ability to sort and filter all data in the system
through the use of List Views. These views allow users to customize
their view of data in the system by selecting the columns they want to
display, sorting the data by any column, and using filters to narrow the
results to only the relevant information.
11

Requirement
Existing/
Included out
of box
Can be
Configured
Available as
an extension
with partner
Planned for
next release
Not Available
Comments
IT Review
Comments
2.01
Provide application architecture diagram and current
product roadmap
2.02
Software has a mobile application (IOS & Android)
X
Clariti leverages the highly-rated Salesforce mobile app. Users can
download the Salesforce mobile app from the Apple App Store or
Google Play. Device requirements can be found at the following
webpage:
https://help.salesforce.com/s/articleView?id=sf.salesforce_app_re
quirements.htm&type=5
2.03
Are both IOS & Android apps full featured
X
Clariti's mobile apps (iOS, Android, Microsoft) are full-featured
2.04
Application is compatible with latest versions of
Internet Explorer, Google Chrome, Firefox, Safari and
Edge
X
Clariti is a web-based application, and its back office and portal
are designed to be compatible with modern web browsers such as
Google Chrome, Mozilla Firefox, Microsoft Edge, Internet Explorer
and Apple Safari. The solution is built on modern web technologies
and adheres to industry standards for web compatibility and
accessibility. This allows users to access Clariti from a wide range
of devices and operating systems, including desktop computers,
laptops, tablets, and mobile phones, without requiring any
additional software or plugins.
Additionally, Clariti's user interface is responsive and adaptive,
allowing it to adjust to different screen sizes and orientations. This
makes it easy for users to access and use the solution on various
devices, whether in the office or on the go.
2.05
Supports SSL encryption in transit
X
In order to ensure that all data transmitted is encrypted, Clariti
requires all customer data to be transmitted over a secure SSL
connection.
2.06
Supports encryption for data at rest (database/file)
X
The encryption keys are managed securely by the Clariti solution,
and the encryption algorithms used comply with industry standards
and best practices for data encryption.
2.07
Is FIPS (Federal Information Processing Standard) 140-2
Compliant
- If YES, which level (e.g., 1, 2 , 3. or 4)?
X
Clariti is FIPS 140-2 Level 1 compliant
2.08
System is FEDRAMP compliant/certified
X
Clariti can be fully FEDRAMP compliant if the City chooses to
purchase Salesforce GovCloud Plus-level licenses. Note that this
can mean a higher cost to the City. Also, while Clariti regularly
tests its most common integrations to external services for
GovCloud support, it is possible that some integrations'
functionality may be impacted the the stringent security
requirements of the FEDRAMP certification.
2.09
Communicates via TCP/IP network protocol
X
Clariti communicates via TCP/IP network protocol
2.10
Database has the ability to archive data
X
2.11
Database has the ability to restore archived data
X
2.12
What frequency is the data archived?
2.13
What is the retention for archived data?
ATTACHMENT 1 - SYSTEM REQUIREMENTS
2.0 Technology (Throughout Entire System)
The ability for the Clariti database to archive data depends on the
implementation and configuration of the system by the City. If
data archiving is a requirement for the City, it can be achieved
through various features such as custom objects, data retention
policies, or third-party data archiving solutions. The City would
need to work with the Clariti implementation team to determine
the best approach for meeting their data archiving needs.
Frequency and retention can be specified as part of this discussion.

2.14
Database has the ability to query archived data
X
In Clariti, archived data can be queried using the standard query
functionality such as the SOQL (Salesforce Object Query Language)
or the Clariti user interface, such as list views and the advanced
search functionality. Additionally, the City can also utilize
reporting to retrieve data from archived records.
2.15
Database provides encryption of data at rest
X
The Clariti database provides encryption of data at rest using
industry-standard encryption algorithms to secure the data stored
on disk. The encryption keys used to encrypt the data are managed
by Clariti and are protected using additional security measures.
2.16
A data dictionary with clear definitions down to the
column level, and entity-relationship diagrams
available
As Clariti is built on the Salesforce platform, it leverages the data
architecture and data management capabilities provided by
Salesforce.
Salesforce provides extensive documentation on the data model
and schema of the platform, including a detailed data dictionary
with clear definitions down to the column level. The data
dictionary provides information on the various standard and custom
objects in Salesforce, along with the fields and relationships
between them. The data dictionary is available in Salesforce's
online documentation, and can be accessed by administrators and
developers.
In addition to the data dictionary, Salesforce also provides entity-
relationship diagrams (ERDs) that depict the relationships between
objects in the platform. The ERDs provide a visual representation
of the data model, making it easier to understand the relationships
between objects and how they relate to each other.
Like the data dictionary, the ERDs are available in Salesforce's
online documentation, and can be accessed by administrators and
developers.
2.17
Describe the reporting tools (e.g., SSRS, SQL, Business
Intelligence) delivered with your software, e.g. ad
hoc, standard reporting tool, executive dashboard and
level of integration with all modules
The Clariti solution, at its core, is a centralized repository of data
that can be used by different departments and functional areas to
store and track information relevant to their operations. The
following are the three primary tools that can enable the City to
report on its organization-wide data:
List Views in Clariti allow users to view, filter, and sort data from
different objects in a custom list format. This feature allows users
to easily find and view specific records, based on defined criteria.
List Views can be saved and shared, making it easy for multiple
users to access the same view of data.
Report Builder is an out-of-the-box tool that allows users to create
custom reports by selecting specific data fields and applying filters
and grouping to the data. The Report Builder provides a visual
interface for building and customizing reports, making it easy for
users to get the data they need to make informed decisions.
Dashboards in Clariti provide a visual representation of data, in
the form of graphs, charts, and other visual elements. Dashboards
can be customized to display specific data sets, and can be used to
monitor key performance metrics and trends in real-time.
Dashboards can be shared with other users, and can be used to
track progress and evaluate performance across different
departments and functional areas of the organization.
2.18
Will the City have direct sql access to the application
database (e.g., ETL, reporting, data quality tools)
X
The City can connect an SQL query tool to Clariti using the
Salesforce ODBC Driver. This driver allows you to use SQL-92 syntax
to query your data from within an SQL query tool like Microsoft SQL
Server Management Studio, Tableau, Power BI, etc. You will need
to install the Salesforce ODBC Driver on your computer and then
configure a System DSN that points to your Clariti instance. You
will also need to provide your Clariti credentials in order to
establish a connection. Once the connection is established, you can
run SQL queries against your Clariti data just as you would with any
other database.

2.19
Explain how solution will support Data Warehousing
As a Software as a Service (SaaS) solution, Clariti is designed to
store and manage data in the cloud, allowing for easy access,
scalability, and rapid deployment. While Clariti does not provide
traditional data warehousing capabilities, it does provide several
features that can support data warehousing activities.
First, Clariti provides extensive data integration capabilities,
allowing customers to import and export data from a variety of
sources. Clariti can connect to other cloud-based or on-premises
systems, such as databases, data warehouses, and data lakes, using
standard protocols and APIs. This means that data can be easily
extracted from these systems and loaded into Clariti for further
analysis and processing.
Second, Clariti provides powerful analytics and reporting tools,
allowing users to visualize and explore their data in a variety of
ways. Clariti offers a range of built-in reporting and dashboarding
capabilities, as well as integrations with popular business
intelligence (BI) tools such as Tableau and Power BI. Users can
leverage these tools to create and share interactive reports and
dashboards that provide insights into their data.
Finally, Clariti provides robust data security and compliance
features, including granular access controls, data encryption, and
compliance with industry standards such as GDPR and HIPAA. This
ensures that data is stored securely and can be accessed only by
2.20
Application offers a full featured API (Application
Programming Interface)
*If yes, provide documentation
X
Clariti, being built on the Salesforce platform, provides a full-
featured API that allows customers to integrate Clariti's
functionality with other applications and services.
The Clariti API supports a wide range of operations, including
creating, updating, and querying records, as well as managing user
accounts and authentication. The API is based on standard
protocols such as REST and SOAP, making it compatible with a wide
range of programming languages and frameworks.
The API supports a variety of data formats, including JSON and
XML, and includes support for streaming data and batch
processing. This allows developers to efficiently work with large
data sets and perform operations on many records at once.
Additionally, Clariti provides extensive documentation and
developer resources to support API integration, including reference
guides, code samples, and developer forums. This makes it easy
for developers to get started with the API and to troubleshoot any
issues that may arise.
The Salesforce API Documentation can be found at the following
URL: https://developer.salesforce.com/developer-
centers/integration-apis
2.21
Other than an API, application has the capability to be
configured, modified, or extended via Component
Object Model interfaces, a vendor-supplied scripting
language, or other such means acceptable to the City
X
Clariti is built on the Salesforce platform, which uses a proprietary
scripting language called Apex. Apex is a strongly-typed, object-
oriented programming language that is used to develop custom
business logic in the Salesforce platform. It can be used to create
custom triggers, classes, and interfaces, and to integrate with
other systems. Apex provides a powerful and flexible way for
developers to add custom functionality to Clariti, and it is an
important part of the platform's extensibility capabilities.
2.22
Vendor shall be required to apply all security and
critical updates for all components of the proposed
solution within 90 days of release
X
Clariti regularly releases product updates that include security
patches, fixes, new capabilities, and feature enhancements. In
general, these releases occur on a six-week cycle, or eight per
year. However, additional releases may occur if and when critical
updates are required.
2.23
Application shall be compatible with Microsoft Active
Directory for single sign-on or LDAP
X
Salesforce, the platform that Clariti is built on, provides native
integration with both AD and LDAP, allowing organizations to use
their existing identity management systems to authenticate users
in Clariti.

2.24
Vendor shall supply all pertinent documentation in
both printed and electronic forms for end-users,
administrators, and information technology support
personnel
X
Clariti provides its customers with a documentation portal that
details configuration steps, best practices, documentation of
features, and technical information. As well, Salesforce provides a
wealth of training and documentation for platform concepts and
capabilities (such as building workflows, integrations, screen
layouts, and more) in their Help portal and through the Trailhead
learning platform. Salesforce also supports user groups, forums,
and user communities around various platform domains.
2.25
If any installations or configurations are required on
staff desktop or tablet computers to support this
software, such installation or configuration must be
compatible with management through Microsoft
Configuration Manager
N/A
2.26
Provide three (3) environments DEV,TEST and PROD
Clariti will provide a production, training, test and multiple
development environments to the City. The City has the ability to
back up the environment(s) prior to deployment and thus restore
back the configuration should a rollback be required.
2.27
City staff can access database outside of the
application (e.g., ETL, reporting, data quality tools)
X
Clariti provides an open API, which allows for data integration with
external systems, such as ETL, reporting, and data quality tools.
The ability to access the database outside of the application can
be restricted based on the user's level of access and the
configurations set by the administrator.
2.28
Which hosting service will be used (Ex. Azure/AWS)
Clariti is built on the Salesforce platform, which is hosted on its
own infrastructure known as the Salesforce Lightning Platform.
2.29
Will City data be stored outside of the United States?
No. Clariti is built on the Salesforce platform, which has multiple
data centers located in the United States. The exact locations of
these data centers are not publicly disclosed for security reasons,
but they are designed to provide high availability, reliability, and
performance for customers. Salesforce uses a multi-layer security
approach to protect customer data, including physical security
measures, network security, and data encryption.
2.30
City owns all data
X
The City will own and retain full ownership of data
2.31
Describe the process and timing for the City to
retrieve a full copy of its data.
In the event of termination of the Clariti service, requests made by
you within 30 days after the effective date of termination or
expiration of the Subscription Agreement, Clariti will make your
data available to you for export or download. Once the export is
complete, an email containing a link will be sent to you, allowing
you to download a .zip file that contains multiple .csv
(spreadsheets) files, each representing your Clariti objects. Your
data on disk is flagged within the database and set to inactive
status or what can be referred to as a "soft delete." This data is no
longer available or accessible to the application, but is backed up
in the full database backup process. The data remains in this state
for 180 days. This is done in the event that the customer decides
to resume services or needs the data for a legal reason. After 180
days, the data is marked for deletion ("hard delete") and will be
deleted after an additional 30 days. Once this "hard delete" is
executed, customer data is physically deleted and non-recoverable
from the database. Following the purge, the data will remain on
backup for an additional 90 days before being overwritten and
becoming unrecoverable.
Clariti also provides tools that support the migration of
configurations and customizations to different environments, such
as local code repositories, sandboxes, and production. These tools
can be used to export your configurations and customizations in
the event of termination of your relationship with Clariti.
SaaS ( Software as a Service)

2.32
Will City data be hosted on a multitenant
environment? If so, how is the data logically separated
from the other tenants?
Salesforce provides a multi-tenant architecture for its cloud-based
solutions, including Clariti. This means that multiple customers (or
tenants) can share a single instance of the Salesforce software
while keeping their data logically separated. Salesforce's multi-
tenant architecture provides a secure and effective way to keep
data from different tenants logically separated from each other.
The combination of data partitioning and the other security
features in Salesforce ensures that each City's data is secure and
only accessible to authorized personnel within that City. Data
partitioning is achieved through a combination of several security
features that work together to logically separate data between
tenants. These security features include:
- Org-level security: Each tenant (or "org") is isolated from all other
orgs, and access to data is restricted to users with the appropriate
level of permissions within that org.
- Role hierarchy: Within each org, users are assigned roles that
define their level of access to data. A user's access is determined
by their role in relation to the roles of other users.
- Object-level security: Access to individual objects (such as
accounts or contacts) can be restricted at the profile or permission
set level.
- Field-level security: Within each object, access to specific fields
can be restricted at the profile or permission set level.
- Record-level security: The combination of org-level security, role
hierarchy, object-level security, and field-level security results in
each tenant's data being logically separated at the record level.
This means that each tenant can only see and access their own
data, and not the data of other tenants.
2.33
Describe the process and timing for the City to
retrieve a full copy of its data.
See answer to 2.33 above
2.34
Provides encryption of data at rest
X
Clariti's implementation on the Salesforce platform provides robust
security measures, including encryption of data at rest. All City
data is encrypted using industry-standard encryption algorithms
such as Advanced Encryption Standard (AES) and Triple Data
Encryption Standard (3DES).
In addition to encryption of data at rest, Clariti also provides
encryption of data in transit, which means that data is encrypted
when it is transmitted over the internet between the user's browser
and the Salesforce servers. This is accomplished through the use of
Secure Sockets Layer (SSL) or Transport Layer Security (TLS)
protocols, which are standard encryption protocols for securing
internet communications.

2.35
What is your Incident Response Plan in the event of a
data breech?
Clariti has an Incident Response Plan (IRP) that outlines the steps
to be taken in the event of a security incident or data breach. The
IRP is designed to quickly identify and respond to incidents in order
to minimize any potential harm or impact to City staff and
customer data.
The IRP follows a structured process that includes the following
steps:
1. Identification: The first step is to identify the security incident
or data breach. This may involve detecting suspicious activity or
receiving a report from City staff or customers.
2. Containment: The next step is to contain the incident to prevent
further harm or damage. This may involve isolating affected
systems, shutting down services, or blocking access to specific
resources.
3. Investigation: Once the incident has been contained, the next
step is to investigate the root cause of the incident. This may
involve reviewing logs, interviewing witnesses, or conducting
forensic analysis.
4. Notification: After the incident has been investigated, the next
step is to notify the appropriate parties, including City staff,
customers, and law enforcement agencies, as required by
applicable regulations.
5. Remediation: The final step is to remediate the incident, which
may involve restoring affected systems or services, implementing
additional security controls, or providing training and education to
prevent similar incidents from occurring in the future.
Throughout the incident response process, Clariti's IRP includes
2.36
What is your Business Continuity and Disaster Recovery
Plan?
Salesforce has a global Business Continuity and Disaster Recovery
Program overseen by senior management, which includes a Crisis
Management Team (CMT) mobilized during a crisis or significant
event to evaluate and respond accordingly. Salesforce maintains a
Mirror Site with block-level data replication, schedules Disaster
Recovery exercises several times a year, and utilizes the Disaster
Recovery Institute International (DRII) methodology model. The
Recovery Time Objective (RTO) is 12 hours, and the Recovery Point
Objective (RPO) is 4 hours, with a target recovery objective of
restoring the service within 12 hours and a maximum Customer
Data loss of 4 hours. Salesforce tests its disaster recovery plan at
least once a year, including a pandemic plan, and continues to
enhance and develop processes to reduce RPOs and RTOs.
2.37
Provide latest SOCII Report
Clariti is built on the Salesforce platform, and the latest SOCII
report for Salesforce is available to current customers upon
request, subject to the execution of a non-disclosure agreement.
However, there are a number of SOCII reports which are available
publicly at the following webpage:
https://compliance.salesforce.com/en/soc-2
2.38
Does hosting party require a VPN connection
Access to Salesforce applications is secured through the use of
industry-standard authentication and access controls, including
two-factor authentication, IP whitelisting, and other advanced
security features. In general, Salesforce does not require the use
of a VPN connection for access to its applications. However, some
customers may choose to use a VPN connection for additional
security or compliance requirements.
2.39
Does hosting party require a firewall?
Salesforce maintains a robust security infrastructure that includes
multiple layers of network security, including firewalls, intrusion
prevention systems, and other security measures. The use of a
customer-side firewall is at the discretion of the customer, but is
not required for access to Salesforce applications.
2.40
Attach Server/Workstation/Mobile Device
Hardware/Network Specifications
Hardware & Network Specifications
Support

2.41
Provide the software deployment model
Clariti is a Software as a Service (SaaS) solution, which means that
the software is deployed and hosted in the cloud and accessed
through a web browser or mobile application.
Clariti leverages the Salesforce platform to provide its services,
and the application is deployed on Salesforce's infrastructure. This
means that Clariti's software deployment model is based on a multi-
tenant architecture, where the same instance of the software
serves multiple customers, each with their own set of data and
configuration settings.
As a SaaS solution, Clariti manages all aspects of software
deployment, including hardware infrastructure, software updates,
and maintenance. Customers access the software through a web
browser or mobile application, and data is stored and processed in
the cloud. This model allows for rapid deployment and scalability,
as well as easy access to new features and updates. It also reduces
the need for on-premises hardware and IT support, as the software
is hosted and managed by Clariti in the cloud.
2.42
Provide support 24 x7, 365 days a year and attach SLA
Maintenance Contract
We will deploy one Clariti specialized support engineer for the
duration of the support engagement, who will be fully available to
handle any issues and provide proactive support to maintain the
environment. While the resolution time may vary depending on the
complexity of the issue, we guarantee a 24-hour, 365-day response
time for any new issues or tickets raised. Most first responses will
include sufficient detail to facilitate a resolution. Our support is
provided through a dedicated support email and webchat access,
with prioritized routing for all critical "system down" issues.
2.43
Vendor shall supply all pertinent documentation in
both printed and electronic forms for end-users,
administrators, and information technology support
personnel
Clariti provides its customers with a documentation portal that
details configuration steps, best practices, documentation of
features, and technical information. As well, Salesforce provides a
wealth of training and documentation for platform concepts and
capabilities (such as building workflows, integrations, screen
layouts, and more) in their Help portal and through the Trailhead
learning platform. Salesforce also supports user groups, forums,
and user communities around various platform domains.
2.44
Provide a description of on-going product support and
maintenance program(s).
Clariti provides ongoing product support and maintenance
programs to ensure that its customers receive the necessary
assistance to effectively use and maintain their Clariti solution.
The following are some key aspects of Clariti's product support and
maintenance programs:
1. Dedicated Support: Clariti provides a dedicated support team
that is available to customers via email, webchat, or phone. The
support team is responsible for assisting with any issues related to
the Clariti solution, including troubleshooting, bug fixes, and
configuration support.
2. Proactive Maintenance: Clariti provides proactive maintenance
to ensure that its customers' solutions are running optimally. This
may include regular health checks, performance tuning, and
ongoing configuration and optimization support.
3. Escalation Management: Clariti provides a clear escalation
management process to ensure that issues are resolved in a timely
and efficient manner. The escalation process includes a multi-level
support structure, with a clearly defined escalation path for
critical issues.
4. Regular Software Updates: Clariti provides regular software
updates to its customers to ensure that they have access to the
latest features and functionality. These updates are thoroughly
tested and validated prior to release to ensure compatibility and
minimize any potential disruption.
5. Training and Education: Clariti provides ongoing training and

2.45
Describe the process for the City to request future
product enhancements
The process for the City to request future Clariti product
enhancements is designed to ensure that the City's feedback is
effectively captured and prioritized within the Clariti development
roadmap. The following are the key steps in the process:
1. City submits a request: The City can submit a request for a new
product enhancement by contacting their Clariti account manager
or submitting a support ticket through the Clariti support portal.
2. Clariti evaluates the request: Once the request is received,
Clariti evaluates it to ensure that it aligns with the Clariti product
strategy and is technically feasible. If the request meets these
criteria, Clariti will move to the next step.
3. Prioritization: Clariti will prioritize the request based on several
factors, including the number of customers who have requested
the same enhancement, the strategic importance of the
enhancement, and the feasibility of implementation.
4. Development: Once the enhancement has been prioritized,
Clariti will develop a roadmap for implementation. This may
involve creating new features or enhancing existing ones, and will
be based on a clear set of requirements and acceptance criteria.
5. Release: The enhancement will be released to the Clariti
platform, typically as part of a regular release cycle. The City will
be notified of the release and provided with any necessary
documentation or training to effectively use the new feature.
2.46
Describe the technology to communicate standard and
unplanned downtimes to the application users and
administrators
Clariti utilizes email and subscribed mailing lists to communicate
standard and unplanned downtimes to users and administrators.
2.47
How will the City be notified of an upcoming upgrade?
Clariti provides customers with advance notice of planned
enhancement and product releases via email.
2.48
How much notice will the City be given of an upcoming
upgrade?
Notifications typically go out a month prior to the availability of a
given release.
2.49
What is the frequency and timing of standard
maintenance windows?
Frequency and timing of standard maintenance windows can be
discussed and agreed with the City.
2.5
Describe the frequency and types of Software
Upgrades included in Ongoing Maintenance
In 2022, Clariti provided customers with 8 product releases (one
every 6 weeks). In 2021, Clariti provided 13 releases (one each
month, plus a special Winter 2021 release). In 2020, Clariti
provided a total of 17 releases (10 monthly updates, 3 Letters
Engine releases, and 4 quarterly feature releases).
2.51
Describe how upgrades will be applied to City’s
environment by Contractor staff.
Support for future upgrades and feature enhancements to Clariti
would be supported by TruePoint Solutions in an annual support
contract.
2.52
Describe level of effort required by City staff for
upgrades applied by Contractor staff.
Based on the available resources, the TruePoint team can either
assist with an implementation plan or perform the enhancement
2.53
System should be highly available and functional.
Vendor to provide 5x9 availability
Clariti has maintained a proven uptime record of 99.9% or higher
for many years. This translates to a maximum of 5.26 minutes of
downtime per year. To ensure maximum uptime and continuous
availability, Clariti provides redundant data protection and
advanced facilities protection, along with a comprehensive data
recovery plan, all of which are included as part of the Salesforce
platform.
2.54
SaaS solution shall meet the City's Recovery Point
Objective (RPO) of 2 hours.
The Clariti solution meets the City’s Recovery Point Objective.
2.55
SaaS solution shall meet the City's Recovery Time
Objective (RTO) of 8 hours
The Clariti solution meets the City’s Recovery Time Objective.
2.56
Vendor will be required to participate in annual
incident response & COOP/BCP/DR exercises
During the implementation, the project manager can participate in
annual COOP/BCP/DR exercises.
2.57
Does this solution support SSO?
Yes
2.58
SSO Type
Clariti leverages the Salesforce platform, which provides a robust
and customizable identity and access management solution called
Salesforce Identity. This solution supports various SSO protocols,
such as SAML, OAuth, and OpenID Connect, allowing Clariti
customers to implement SSO for their users.
SSO ( Single Sign On)
( If Yes answer

2.59
Manual Metadata Updates (when
certificates/keys are replaced):
When a new certificate or key is used for Single Sign-On (SSO) in
Clariti, manual metadata updates may be required. This depends
on the specific SSO configuration used and the SSO protocol being
utilized.
For example, if Clariti is configured to use SAML for SSO and the
certificate used to sign SAML assertions changes, the Service
Provider (SP) metadata file will need to be updated to reflect the
new certificate.
2.6
Identity Provider:
As Clariti leverages the Salesforce platform for its services, the
"Salesforce Identity" solution is used as the IdP for SSO. However,
the City may also choose to use other third-party identity
providers, such as Okta, OneLogin, or Active Directory Federation
Services (AD FS), as their SSO IdP. Clariti can work with a variety of
IdPs and SSO protocols, allowing the City to choose the
configuration that best meets their needs.
2.61
Are SSO settings self-managed through the UI?
(Vendor support is not required to fully configure SSO)
Yes. Salesforce Identity includes a user-friendly interface for
managing SSO settings, allowing customers to configure and
manage their SSO integrations without vendor support.

Requirement
Existing/
Included out of
box
Can be
Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
3.01
Software has ArcGIS Integration & Mapping
functionality
If yes, please describe.
X
Clariti's integration with ArcGIS provides the ability to synchronize data
between ArcGIS and Clariti, allowing users to visualize the data within
the Clariti system. The integration also enables data to be pulled or
pushed from or to a REST-enabled ArcGIS Server to any Clariti object.
However, while the majority of what is done in ArcGIS Online is free,
the use of ArcGIS Online is based on credits which are consumed for
specific transactions such as online storage, performing queries, and
performing analytics.
The consumption of credits can occur through the storage of web maps
or hosted feature layers, inspections routing, and geocoding. For
example, if the web map and associated feature layers are hosted
within ArcGIS Online, the map and layers will consume credits for basic
hosted content storage which is calculated hourly based on the GB of
storage being utilized. The Clariti Inspections routing tool leverages Esri
Optimized Routes capabilities, so each time a route is calculated, it will
consume Esri credits. Geocoding can also consume credits if a customer
uploads a list of addresses to ArcGIS Online that do not have pre-
populated geocoordinates.
Esri credits are billed directly by Esri to the customer and the credit
rates can change over time, so it's important to review the rates
outlined within the Esri documentation.
3.02
Provide the latest version ESRI ArcGIS Server
supported. Minimum 10.3
3.03
Software has the ability to consume ArcGIS recourses
and web services
X
Clariti supports the use of web services, including the ability to consume
REST APIs, which can be used to interact with ArcGIS services. The HTTP
connector in Clariti can be used to make requests to ArcGIS REST APIs
and retrieve data. Additionally, Clariti can consume resources from
ArcGIS servers, including map and feature services, geoprocessing
services, and image services.
3.04
Software has Spatial Analysis Tools
X
Clariti offers a variety of spatial analysis tools that allow users to gain
insights from location data and perform advanced spatial analysis.
3.05
Software can directly read from ESRI Enterprise
Geodatabases
X
Clariti supports connecting to ESRI Enterprise Geodatabases through its
data connectors, which allow users to easily access and analyze
geospatial data from various sources.
3.06
Software will integrate with the City’s Master Address
database within ArcSDE (containing all
parcel/property information) to validate address
information.
Clariti's GIS Sync capability includes the ability to pull data from an The
City's Master Address Database in ArcSDE the Clariti system, with
configuration options that control how records are updated, added, and
removed. Sync jobs can be performed manually (by users with the
appropriate permissions), or on a schedule (hourly or daily).
ATTACHMENT 1 - SYSTEM REQUIREMENTS
3.0 GIS: Integration & Mapping/Spatial Analysis Tools
Clariti provides verified support of ESRI ArcGIS Server version 10.8.1. Later versions are likely supported but have not
been tested as of writing
21

3.07
Ability to track permits, activities, projects by map
location.
X
Clariti provides the ability to track permits, activities, projects, and
other data by map location through its GIS integration capabilities. By
leveraging its spatial data analysis and visualization tools, Clariti allows
users to track and manage permits, activities, and projects using a
geographic or location-based approach.
For example, Clariti's GIS integration capabilities allow users to create
maps that display permit, activity, or project information at specific
locations. Users can add custom layers (via the List View feature) to the
map to display information such as zoning, land use, or other spatial
data that may be relevant to the permit, activity, or project.
3.08
Ability to link/consume GIS data to get address,
location, zoning, land use, information, council
district, inspection area, FEMA flood zone, etc.
Preference is via REST services.
Clariti can link and consume GIS data to obtain address, location,
zoning, land use information, council district, inspection area, FEMA
flood zone, and other information. Clariti provides multiple ways to
consume GIS data, including through REST services.
3.09
Ability to integrate with ESRI ArcGIS and ArcGIS
Enterprise maps and services, if yes please describe
Yes, Clariti can integrate with ESRI ArcGIS and ArcGIS Enterprise maps
and services to provide additional GIS capabilities. Clariti offers robust
GIS integration capabilities and provides multiple ways to consume data
from ArcGIS and ArcGIS Enterprise.
Staff can use the ArcGIS Maps visualization in Clariti to add ArcGIS
Online or ArcGIS Enterprise maps to their Clariti reports and dashboards.
This allows users to visualize their data in a spatial context and gain
deeper insights into their operations.
Additionally, Clariti users can connect to ArcGIS and ArcGIS Enterprise
through data connectors, which allow users to access and analyze
geospatial data from these sources. Clariti supports connecting to ArcGIS
and ArcGIS Enterprise through a variety of connectors, including the
"ArcGIS Online", "ArcGIS Server", and "ESRI Enterprise Geodatabase"
connectors.
By connecting to ArcGIS and ArcGIS Enterprise, Clariti users can take
advantage of additional GIS capabilities, including advanced spatial
analysis and visualization tools
3.10
Software has ability to publish ArcGIS web service(s)
While Clariti does not provide the ability to publish ArcGIS web services
directly, it offers robust GIS integration capabilities that allow users to
consume data from ArcGIS and other sources, and to export Clariti
records with associated GIS features and locations to a GIS.
3.11
Ability to query, view, and export proposed system
database for integration with City's GIS database.
To export data from the Clariti database for integration with a City's GIS
database, users can use a variety of export methods, including CSV,
Excel, or other data formats. Additionally, Clariti provides API access to
its database, allowing users to programmatically access and export data
for integration with other systems.
3.12
Ability to identify and utilize all unit addresses (e.g.
Unit, suite, apartment, etc.)
Clariti's geocoding capabilities allow users to identify and standardize
address information, including unit information, for improved data
quality and accuracy. When geocoding an address, Clariti can identify
the unit information and assign it to the corresponding address, ensuring
that the location data accurately reflects the specific unit being
referenced.
3.13
Are there any GIS export capabilities not described
above?
To export data from the Clariti database for integration with a City's GIS
database, users can use a variety of export methods, including CSV,
Excel, or other data formats. Additionally, Clariti provides API access to
its database, allowing users to programmatically access and export data
for integration with other systems.
22

Source
System
Business Groups
Background
Comments
4.01
Code Compliance
Currently the case information is processed and maintained within Hansen, the historical data
dates to 2004, This project must migrate the historical data from the current system to the new
system with the ability to report and see the historical case information per property. Subset of
all data points will be identified – approx. 1 to 12 fields per property.
4.02
Building Safety
This project must migrate the historical data for Permit & Projects to the new system
4.03
Engineering
Migrate existing Engineering Data (Permit Review, Dry Utility Process, Inspections) , Bond,
Insurance, Plans Documents, Daily Reports
4.04
Planning
This project must migrate the historical data for Planning Projects include review, comments and
supporting documents( narratives, site plans, stamped ordinances, approval notices etc.) to the
new system
4.05
Fire Marshall
The data to be migrated will be part of Building Safety data for Permits and Projects
4.06
SmartGov
Business Licensing
Business Licensing data from SmartGov must be migrated to capture Business Information,
Payments, Invoices, Inspections, contacts, submittals (attachments), all dates (applied for,
approved by departments, issued, closed, etc.), history, license details etc.
4.07
ESO
Fire Marshall
Migrate existing Properties and Inspections from ESO into the new system
ATTACHMENT 1 - SYSTEM REQUIREMENTS
4.0 Data Conversion
Hansen
The approach for data migration will be
defined by the available time and cost
constraints of the project. For a resource-
conscious migration, historical data can be
converted into view-only migration records,
while active records can be manually
created during training and go-live
activities. In a scenario where more time
and resources are available, the data
conversion effort would prioritize active
records, mapping them from the existing
workflow status to the new workflow status.
Historical records would also be mapped
based on the active records, with any
deviations or changes being evaluated with
the remaining resources.

Requirement
Existing/
Included out of
box
Can be
Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
5.01
Provide citizens the ability to submit applications for
permits and plan reviews online.
X
The out-of-the-box Clariti citizen portal is designed to
provide a seamless and efficient experience for citizens,
while also improving the overall permitting process for the
agency. It is a configurable, web-based, self-service portal
that provides citizens with the ability to apply for permits
and plan reviews online.
The interface can be customized by the City to match its
specific needs and requirements, providing a seamless and
consistent experience for citizens.The portal is accessible
from any device and can be used at any time, providing
citizens with the flexibility to interact with City services
whenever it is convenient for them. The portal offers
several key features and benefits, including the ability to
submit applications online, real-time tracking of
application status, secure document upload, easy
communication with the City, and increased transparency
through real-time access to application data and
documents.
5.02
Ability for a citizen to be associated with multiple
records/applications within the system
X
In Clariti, citizens can be associated with multiple records
or applications through the use of unique identifiers such
as an email address or a government-issued ID. When a
citizen submits an application, the system can
automatically associate the application with the citizen's
existing record if one is found, or create a new record for
the citizen if one does not already exist. This allows
citizens to have a centralized view of all their applications
and associated information within the Clariti system.
5.03
Ability for customer to request Planning review
requests and/or submit applications or preapplications
X
The Clariti solution streamlines the application process and
makes it easier for customers to interact with the
permitting agency. By providing a secure and efficient
platform for customers to request planning review requests
or submit applications or pre-applications, the solution
helps to improve the overall permitting process and
increase customer satisfaction.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
5.0 Citizen Self-Service
24

5.04
Ability for the citizen to request information to
specific disciplines regarding their application via
portal
X
Clariti's citizen portal provides a secure platform for
citizens to communicate with the City, and allows them to
direct their requests to the appropriate discipline or
department.
Once a request is submitted, the Clariti solution routes it
to the appropriate staff member(s) or department for
review. Staff can then respond to the request through the
portal, ensuring that the citizen receives a timely and
accurate response.
5.05
Ability for the citizen to submit a complaint via portal
with supporting documents and photos
X
Clariti allows citizens to submit complaints via the
integrated citizen portal, along with supporting documents
and photos. The portal provides a secure and efficient
platform for citizens to communicate with the City and
report any issues or concerns.
5.06
Provide citizens with defined FAQ
X
The Clariti portal provides the ability to create and
manage a knowledge base of frequently asked questions,
which can be easily accessed by citizens through the
portal. The knowledge base can be configured by the City
to meet its specific needs and requirements, and can be
updated and maintained as needed.
5.07
Ability for customer to generate their own fee
estimates prior to submitting plans, business license
applications, planning requests or obtaining permits
X
In the same way the City can specify how fees are
calculated for a permit application, a fee estimate tool (or
"calculator") can be configured in Clariti to calculate fees
for customers without submitting an application. Citizens
can then simply input relevant information and generate
an estimate of the fees associated with their intended
application. The fee estimate is calculated in real-time
and is based on the most up-to-date information and rules
specified by the City.
5.08
Ability to pay for permits, plan review, and business
license fees online
X
Clariti enables online payment for permits, plan review,
and business license fees through its integration with a
secure payment gateway. Clariti offers a pre-built
integration with a select payment processor, however the
solution can integrate with the City's payment processor of
choice.
5.09
Provide citizen visibility on project status
X
Clariti's citizen portal provides the visibility citizens need
to stay informed about the progress of their projects. The
real-time access to project information and status
updates, combined with secure and efficient
communication with the City, helps to improve the overall
permitting process and increase customer satisfaction.
25

5.10
Web portal access to identify parcel location and
request to schedule inspections using maps
X
While currently available in the Clariti back office, Clariti
is currently working to enhance its functionality for
identifying parcel locations and requesting inspections
using maps for a number of its existing customers. These
features are expected to be included in a future release
for all customers later this year. Once available, citizens
will be able to use the map-based interface through the
integrated citizen portal to easily locate their parcel and
request inspections.
5.11
Ability to request inspections online
X
Once an inspection request is submitted, the Clariti
solution automatically routes it to the appropriate
department or staff member for review and scheduling.
The solution also provides the ability to attach any
necessary supporting documents or information with the
request, ensuring that the City has all the information it
needs to schedule the inspection.
5.12
Ability to subscribe to alerts online
X
Clariti allows citizens to subscribe to alerts online through
the use of a "Follow" button that can be made available by
the City throughout the Clariti citizen portal. The button
allows citizens to receive email notifications whenever
there are updates to applications, permits, inspections,
and other relevant records that are of interest to them.
5.13
Ability to access system via mobile devices
X
The mobile-responsive design of the Clariti solution ensures
that citizens can access the system from anywhere, at any
time, and from any device. The solution provides a
seamless user experience, regardless of the device being
used, and ensures that citizens have access to the
information and functionality they need to manage their
projects and interactions with the City.
5.14
Ability to request an appointment for Over the
Counter Permits and upload any supporting documents
X
The Clariti solution can be configured to allow citizens to
request an appointment for Over the Counter Permits and
upload any supporting documents through the integrated
citizen portal. As long as the system has been configured
to include the business processes and workflows the City
needs to track and manage whichever permit types they
would like, these permits can be requested and tracked via
the portal.
5.15
Ability to request for Land development process
letters from city
X
Clariti can be configured to enable citizens to make
requests via the portal, for example for a Land
Development Process letter. The request can be
automatically routed to the appropriate department or
staff member for review and processing, or business rules
can be configured to automatically deliver the letter(s) if
certain information is provided and conditions are met.
26

5.16
Ability to integrate with city's CRM/CX systems
X
In Clariti, integration with the city's CRM/CX systems can
be achieved through the use of APIs or webhooks. Clariti's
flexible architecture allows for seamless integration with
third-party systems, including CRM/CX platforms, allowing
for the exchange of data and events between systems.
Note that the scope and level of effort for this proposal
assumes the list of interfaces noted in the RFP and
attachments.
27

Requirement
Existing/
Included out
of box
Can be
Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
6.01
Ability to create one open case per location at a time and
track case management data
X
Clariti provides the ability to create one open case per
location at a time and track case management data
through its centralized case management system. The
case management system is designed to provide a
comprehensive view of all code enforcement cases and to
help the City manage cases more efficiently.
When a new code enforcement case is opened, Clariti
automatically creates a new case record and associates it
with the specific location. The case record provides a
centralized location for all relevant information and
communications related to the case, including case notes,
documents, and updates.
6.02
Ability to have multiple violations in one case assigned to a
single property.
X
When a code enforcement case is opened, multiple
violations can be associated with the case and linked to
the specific property. This allows the City to track all
violations related to a property in a single case, providing
a centralized view of all relevant information and
communications.
6.03
Associate property address, complaint information,
complainant information, owner information with each
open case
X
When a code enforcement case is opened, the property
address, complaint information, complainant information,
and owner information are linked to the specific case. This
information is stored in a centralized manner, providing a
single source of truth for all relevant information and
preventing duplicate entries.
6.04
Ability to assign/reassign inspector to a case
X
Inspector(s) can be selected from a list of available
inspectors, and the assignment can be made by a
designated staff member with the appropriate
permissions. Automated assignment is also possible with
Clariti.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
6.0 Case Management
Code Compliance Specific Requirements

6.05
Ability to create multiple inspections for one open case per
location
X
City staff can schedule and associate as many inspections
as needed with a case.
6.06
Ability to maintain a history of citations/violations by
property as well as person (tenant or owner) including case
timeline (e.g. opening, closing, case type)
X
Clariti can maintain a history of citations and violations by
property as well as person, including a case timeline such
as opening, closing, and case type, through its centralized
case management system.
6.07
Ability to prevent closure of a case until all violations are
resolved/passed
X
The City can configure business rules and workflows in
Clariti to require that all violations associated with a case
be resolved or passed before the case can be closed.
These rules and workflows can be designed to
automatically check the status of all violations associated
with a case and prevent the closure of the case if any
violations are still outstanding.
6.08
Ability to track complainant history by complaint type
X
Clariti provides a centralized platform for managing all
code enforcement cases and associated information,
including complaint information. The City can use Clariti's
built-in reporting capabilities to track complainant history
by complaint type, including the number of complaints
received, the complaint type, and the complainant's name
and address.
6.09
Ability to create case for Unlicensed Business based on
canvassing or research effort and assign it to a specialist
X
Clariti enables City staff to create new cases based on a
variety of criteria, including canvassing or research
efforts. The Case Management module provides real-time
visibility into the status of each case, enabling City staff
to easily monitor progress and make informed decisions.
Additionally, Clariti's workflow builder can be used to
configure automatic assignment of cases to the
appropriate specialist based on their expertise and
workload.
6.10
Ability to add findings from canvassing and/or research
effort to the case and attach the evidence using various
files/documents in formats such as pdf,jpg,video files etc.
X
Clariti provides City staff with the ability to capture and
record a wide range of information and evidence
associated with each case, including findings from
canvassing and research efforts. Clariti supports virtually
any file format, including PDF, JPG, video files, and
others. The solution also provides tools for categorizing
and indexing the evidence, making it easier to search and
retrieve information as needed.
Building License Specific Requirements

6.11
Ability to add notes, activities, communications with
business owner to each unlicensed business case
X
The solution allows City staff to capture and record a
variety of information associated with each case, including
notes, activities, and communications with business
owners. Additionally, the solution's built-in communication
features, such as email and messaging, can be used to
facilitate communication with business owners and
stakeholders, improving collaboration and reducing
response times.
6.12
Ability to generate letter/email to business owner for
businesses without license per case, track the date sent and
recipient
X
Clariti's Letters Engine provides the ability to generate
letters or emails to business owners for businesses without
a license per case, track the date sent, and recipient.
Templates for letters and emails can be customized by the
City to include specific details of each case.
6.13
Ability to notify the specialists of unresponsive businesses
so that second letters can be mailed after the initial 15
days.
X
Once a letter or email is sent to a business, Clariti can
automatically trigger a notification to specialists if there is
no response from the business owner within a designated
time period, such as 15 days. The notification can be sent
via email, text message, or other communication
channels, depending on the preference of the specialist
6.14
Ability to add notes to the case when an owner calls about
the letter and close the case after they obtain a business
license or if it is determined that business license is not
needed.
X
When a business owner calls about the letter, City staff
can add notes to the case in Clariti to document the call
and any follow-up actions that need to be taken. The
solution allows City staff to capture and record a variety
of information associated with each case, including notes
and activities, providing a centralized location for tracking
all activities associated with a case.
Once a business license is obtained, or if it is determined
that a business license is not needed, the case can be
closed in Clariti. City staff can mark the case as closed,
which will prevent any further actions from being taken on
the case. The solution also enables City staff to retrieve
and access the closed cases and their associated notes at
any time, providing a complete history of each case.

6.15
Ability to close case with appropriate case closing reasons
X
When a case is resolved or no longer requires further
action, City staff can close the case and choose from a list
of City-defined case closing reasons.
6.16
Ability to create and manage a request for Land
Development Administrative Process
X
Clariti can be configured to provide the ability to create
and manage a request for "Land Development
Administrative Process" through its comprehensive
workflow management capabilities. Users can easily
create a request for the process, and Clariti can automate
the routing of the request to the appropriate departments
and personnel for review and approval. The system can
also track the status of the request, provide notifications
to stakeholders, and allow for collaboration and
communication among team members involved in the
process. Additionally, Clariti can provide reporting and
analytics to help improve the efficiency and effectiveness
of the process.
6.17
Track list of letters needed from City per project and route
the request to Engineering
X
Through its workflow management capabilities, Clariti can
automate the routing of the requests such as required
letters per project to departments like Engineering, who
can then review and approve the request within the
system.
6.18
Ability to generate and edit templated letters and provide
it to the applicant
X
Clariti can provide the ability to generate and edit
templated letters, and provide them to the applicant using
the built-in Letters Engine. The system can store a library
of pre-approved templates, which can be customized to
meet the specific needs of each record type or applicant.
Once a letter is generated, it can be reviewed and
approved by the appropriate departments within the
system before being shared with the applicant (if desired).
Clariti can also track the status of the letter, and provide
notifications to stakeholders and the applicant as needed.
No Specific Requirements Identified
Fire Marshall Specific Requirements
Engineering Specific Requirements
Building Safety Specific Requirements

6.19
Ability to create one open case per complaint
X
Clariti can provide the ability to create one open case per
complaint through its case management capabilities. Each
complaint can be logged as a separate case within the
system, and the relevant details and documents can be
input or attached to the case for review by the Fire
Marshall. The system can track the status of each case,
and provide notifications to the appropriate personnel and
stakeholders.
6.20
Associate property address, complaint information,
complainant information, owner information with each
open case
X
Using Clariti's "360 Degree View" of data in the system,
staff can easily associate property address, complaint
information, complainant information, and owner
information with each open case.
6.21
Ability to assign/reassign inspector to a case
X
An authorized user can easily assign an inspector to a case
within the system, and if necessary, reassign the case to a
different inspector. The system can track the status of the
case and provide notifications to the relevant personnel
and stakeholders. Additionally, Clariti can provide
reporting and analytics to help identify bottlenecks in the
inspection process and improve the efficiency of the case
management process.
6.22
Ability to create multiple inspections for one open case per
location
X
Once a case is created, authorized users can create
multiple inspection records within the system, each
corresponding to a different location associated with the
case.
6.23
Ability to maintain a history of citations/violations by
property as well as person (tenant or owner) including case
timeline (e.g. opening, closing, case type)
X
Clariti can provide the ability to maintain a history of
citations and violations by property and person, including
a case timeline with relevant details. Each case record
within the system can track the relevant details of any
citations or violations associated with the property or
person, as well as the timeline of events, including the
opening and closing of the case, and the type of case.

6.24
Ability to prevent closure of a case until all violations are
resolved/passed
X
Clariti can prevent closure of a case until all violations are
resolved or passed through its workflow management
capabilities. The system can be set to require that all
violations associated with a case must be resolved or
passed before the case can be closed. This can be
enforced through automation within the system, which
can track the status of each violation associated with the
case, and provide notifications to the relevant personnel
and stakeholders when a violation is resolved or passed.
6.25
Ability to track complainant history by complaint type
X
In Clariti, each complaint associated with a complainant
can be logged within the system, with relevant details
such as the complaint type, property address, and owner
information. The system can then track the history of each
complaint associated with the complainant, and provide
reporting and analytics to help identify patterns and
trends in the data.
6.26
Ability to generate templated complaint and or violation
notices and documents.
X
Clariti's Letters Engine can provide the ability to generate
complaint and violation notices and documents using City-
and/or Fire Marshall-defined templates built in Microsoft
Word.
6.27
Ability to have notices signed by the violator in field/mobile
capability
X
Clariti's mobile application can provide the ability to
accept signatures in the field through its signature capture
capabilities. The signature can be securely captured
within the system, and the form or document can be
marked as signed, allowing for efficient tracking and
follow-up by the relevant personnel.
6.28
Provide alert/notifications to inform follow up inspections
are due
X
Clariti can provide alerts and notifications to inform follow-
up inspections are due through its scheduling and
notification capabilities. Once an inspection is completed,
the system can schedule a follow-up inspection based on
the relevant deadlines and requirements. As the follow-up
inspection date approaches, the system can generate
alerts and notifications to the relevant personnel and
stakeholders, reminding them that a follow-up inspection
is due. The system can also provide a list of all follow-up
inspections that are due, along with their associated
deadlines, to help ensure that all follow-up inspections
are completed on time.

6.29
Ability to submit a planning request/case and completed
pre application and upload supporting documents through
portal
X
Using its built-in workflow management tools, Clariti can
be configured to provide the ability to submit a planning
request/case and completed pre-application, and upload
supporting documents through a portal.
6.30
Ability to assign/reassign Planner to a case
X
The Planning department can easily assign a Planner to a
case within the system, and if necessary, reassign the case
to a different Planner. The system can track the status of
the case and provide notifications to the relevant
personnel and stakeholders.
6.31
Ability to associate a Case to the resulting Preapplication
and/or Application
X
Once a pre-application or application is created within the
system, it can be linked to the corresponding case. This
association allows the relevant personnel to easily track
the status of the pre-application or application, and to
view all relevant documents and details associated with
the case.
6.32
The case/ initial request and preapplication should have
the same unique ID until its submitted, once there is formal
submittal must result in its own unique Project Number
X
Clariti's sequence generator provides the ability to assign
the same unique ID to the case/initial request and
preapplication until it is formally submitted, and then
generate a new unique Project Number upon formal
submittal.
6.33
Ability to provide review comments or request for payments
on completed pre applications and design reviews
applications
X
Once a pre-application or application is submitted within
Clariti, the relevant personnel can review the documents
and provide comments or request for payments within the
system.
6.34
Ability to schedule a Pre Application and Public Hearing
meetings
X
Clariti can provide the ability to schedule Pre-Application
and Public Hearing meetings through its scheduling and
notification capabilities.
6.35
Ability to route the case/request and documents to other
departments with due dates for review comments
X
The system can automatically route the case and
associated documents to the relevant departments for
review and approval, and can set due dates for review
comments based on the relevant deadlines and
requirements.
Planning Specific Requirements

6.36
Reminder notifications as follow up for review comments if
comments not provided within the due dates for pre
application and or design reviews
X
The Tasks feature in Clariti can be used to provide
reminder notifications as a follow-up for review comments
if comments are not provided within the due dates for pre-
application and/or design reviews.
Once a review comment is assigned to a specific
personnel, a Task can be created within the system to
track the status of the review comment and its associated
due date. The Task can be configured to automatically
generate reminder notifications to the relevant personnel
and stakeholders if the review comment is not provided
within the due date.
6.37
Ability to organize and arrange all comments, supporting
documents into a templated format for Pre application
meeting
X
The City can utilize Clariti's clicks-not-code approach to
page layouts to define comprehensive project overview
dashboards, making it easy to access all supporting
documents and related records in advance of and during
Pre-Application Meetings.
6.38
Ability to approve the request and generate templated Final
Letter, Design Review Approval Letter, Checklists
X
Clariti can provide the ability to approve the request and
generate templated Final Letter, Design Review Approval
Letter, and Checklists using its built-in Letters Engine and
workflow automation tools.
6.39
Ability to request the citizen to fill in Design and Pre
Hearing Applications
X
Clariti can provide the ability to request citizens to fill in
Design and Pre-Hearing applications via the portal.
6.40
Ability to associate the initial case to Design and Pre
Hearing Applications as parent child
X
Clariti can provide the ability to associate the initial case
to Design and Pre-Hearing Applications via the "360 Degree
View" feature

6.41
Ability to track and maintain Public Hearing information -
like minutes for public, resolution and ordinances, approval
letters
X
Clariti can be configured to provide comprehensive
hearing capabilities to support the City's Planning
department. The system can manage the entire process
for public hearings, including scheduling, agenda
management, and public notice. Some of the key features
of Clariti's hearings capabilities include:
1. Agenda management: Clariti can manage the agenda for
each public hearing, including the topics to be discussed,
any supporting materials or documents, and any
presentations or speakers.
2. Public notice: Clariti can provide automated public
notice for public hearings, including publishing the hearing
details on the City's website, and sending notifications to
relevant parties, such as the applicant, property owners,
and other interested parties.
3. Scheduling: Clariti can schedule public hearings based
on relevant deadlines and requirements, and can manage
the scheduling of public hearing rooms, audiovisual
equipment, and other resources.
4. Attendance tracking: Clariti can track the attendance
of all participants, including the hearing officer, the
Planning department staff, and any other attendees.
5. Public comment management: Clariti can manage the
public comment process, including accepting and tracking
comments from the public, as well as presenting
comments during the hearing.
6. Document management: Clariti can manage all
documents related to the public hearing, including the
agenda, supporting materials, and any presentations or
handouts.
6.42
Customizable dashboard to show case summary
X
Clariti provides the ability to customize dashboards to
show case summaries, and for tracking the status of cases
and applications within the City's Planning department and
throughout the organization. The dashboards can be
customized to display summary information related to
planning requests and application processes, including key
metrics such as the number of cases, the status of each
case, and the number of applications submitted.

6.43
Provide notifications or dashboards for Planner, providing a
task list ( Daily, Weekly, Monthly) for upcoming hearing due
dates and requirements
X
Clariti can provide notifications and dashboards for
Planners to provide a task list for upcoming hearing due
dates and requirements through its workflow management
and reporting capabilities. The system can generate task
lists for Planners based on relevant deadlines and
requirements, and can provide notifications and
dashboards to remind Planners of upcoming hearings and
their associated due dates and requirements.
The system can also provide the ability for Planners to
customize their task lists based on their specific needs,
including daily, weekly, or monthly views of their tasks.
Planners can view their tasks in a centralized dashboard,
which can be customized to display the most relevant
information and metrics.

Requirement
Existing/
Included out
of box
Can be
Configured
Available as
an extension
with partner
Planned for
next release
Not Available
Comments
7.01
Ability to request multiple inspections on same or different projects
in a single transaction through web portal with supporting
documents/pictures
X
Clariti can provide the ability to request multiple
inspections on the same or different projects in a
single transaction through its web portal with
supporting documents and pictures.
7.02
Ability for user(s) to determine inspector workload by area and
displayed visually on a map
X
Clariti can provide the ability for users to determine
inspector workload by area and display it visually on
a map through its Team View feature.
7.03
Ability to view inspection results and comments real time and
visually displayed on a map
X
Clariti can be configured to provide the ability to
view inspection results and comments in real-time
and display them visually on a map using List Views
and through its integration with the City's GIS. A list
of inspections can be filtered as needed (e.g., using
dates, inspection teams, etc.) and the resulting
inspections overlayed on a map. A user can then click
on each pin to see the result and access comments.
7.04
Ability to upload pictures, documents as part of the inspection per
code violations and or violation notices
X
Clariti can provide the ability to upload pictures and
documents as part of the inspection process per code
violations and violation notices either through the
back office or the Clariti mobile app.
7.05
Ability to have mobile device or computer to open to take the picture
in the field ( camera app function)
X
Inspectors can use their mobile device to take
pictures and upload documents in real-time, and
associate them with the relevant inspection and
violation notice.
7.06
Ability to assign or to reassign an inspection or inspector real time
X
The system can allow authorized users to assign or
reassign inspections or inspectors as needed, and can
track the status of each inspection and inspector in
real-time.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
7.0 Inspections
Systemwide Requirements
38

7.07
Ability to assign multiple types of inspections and reinspection's, on a
project, to a single inspector
X
Clariti can provide the ability to assign multiple types
of inspections and re-inspections on a project to a
single inspector. This can be done automatically as
part of workflows defined by the City, or manually
using Clariti's List View or Team View tools.
7.08
Ability to identify lots by development name, tract or parcel and
select individual lots for inspection using a map
X
The City can identify lots by development name,
tract or parcel in Clariti for individual selection and
inspection using a map
7.09
Ability to inspect and close individual line items on a permit
associated with a single permit
X
The system can allow authorized users to track and
manage the inspection status of each line item on a
permit, and to mark them as completed or not
completed based on the inspection results.
7.10
Ability to restrict closing of permit until all identified areas are
inspected and passed
X
The system can be configured to ensure that all
identified areas have been inspected and passed
before the permit can be closed, preventing
premature or incomplete closures.
7.11
Ability to assign required completion dates for projects with user
defined automatic notifications for failure to meet timelines
X
Clariti can provide the ability to assign required
completion dates for projects and associated tasks,
and can send user-defined automatic notifications
when these deadlines are not met. The system can
allow authorized users to set required completion
dates for projects and tasks, and can track the status
of each task in real-time.
39

7.12
Ability to issue Stop Work Orders for Building without permit, unsafe
conditions in the field and send user defined automatic notifications
X
Clariti can provide the ability to issue Stop Work
Orders for building without permit or unsafe
conditions in the field using its Alerts and Letters
Engine tools.
When a Stop Work Order is issued, the system can
automatically generate a City-defined, templated
letter and send it to the relevant personnel and
stakeholders, informing them of the order and any
associated consequences.
In addition to the letter, the system can also produce
automated alerts to relevant personnel and
stakeholders, notifying them of the Stop Work Order
and providing real-time updates on its status.
Authorized staff can set up Notices (pop-up messages
in the back office), as well as Holds and Locks, as
appropriate, to ensure that the Stop Work Order is
enforced and that the building project is brought into
compliance.
7.13
Ability to use a drop down list or template to populate Correction
Notices with standard correction language and code descriptions
X
The City can upload or create and store a database of
standard correction language and code descriptions
that can be selected from to populate Correction
Notices.
7.14
Ability for to schedule future inspections using mobile devices like I
pads and phones
X
Clariti can provide the ability to schedule future
inspections using mobile devices such as iPads and
iPhones through its mobile application.
7.15
The system shall "hold" or stop the issuance of a Certificate of
Occupancy until all required inspections have been passed and all
conditions, such as fees, have been satisfied from all departments
X
Clariti offers the ability to hold or otherwise prevent
the issuance of a Certificate of Occupancy until all
required inspections have been passed and all
conditions, such as fees, have been satisfied from all
relevant departments.
7.16
Ability for the system to automatically generate a Certificate of
Occupancy once all conditions have been satisfied for a project
X
The system can automatically generate a Certificate
of Occupancy once all required inspections have been
passed, and all conditions, such as fees, have been
satisfied from all relevant departments.
7.17
Ability to track and maintain historical inspections by property, tied
to permits and code enforcement actions
X
Clariti can allow authorized users to view and track
the inspection history of each property, providing a
comprehensive view of the overall compliance status
and associated inspection data.
40

7.18
Ability to "black out" dates like holidays and weekend, as defined by
the City, for the scheduling of any inspections
X
Clariti can be configured to provide the ability to
"black out" dates like holidays and weekends, as
defined by the City, for the scheduling of any
inspections through its scheduling capabilities. The
system can allow authorized users to define the black-
out dates, which can prevent the scheduling of
inspections during these periods.
7.19
The ability for a citizen schedule multiple inspections on the same
project simultaneously
X
Clariti can provide the ability for a citizen to
schedule (request) multiple inspections on the same
project simultaneously through the portal interface.
7.20
Ability for customer to request scheduling inspection early or after
hour inspections
X
The City can define rules in the Clariti solution to
enable customers to schedule inspections of various
types, including early or after-hour inspections.
7.21
Ability to calculate and issue payment requests based on number of
fire related re inspections
X
The system can allow authorized users to define the
payment schedule and associated payment amounts
for fire-related re-inspections, which can be
automatically calculated based on the number of re-
inspections required.
7.22
Ability to mark if the project is ready for inspection to prevent
inspection requests for projects that are not ready to be inspected
X
Clariti can provide the ability to mark if a project is
ready for inspection to prevent inspection requests
for projects that are not ready to be inspected
through its permit and inspection management
capabilities. The system can allow authorized users
to define the readiness criteria for a project and can
provide a visual indication when the project is ready
for inspection.
7.23
Ability to track inspector assignments, inspection schedule,
inspection notes, and outcomes from multiple departments tied to a
single case
X
Clariti can provide the ability to track inspector
assignments, inspection schedule, inspection notes,
and outcomes from multiple departments tied to a
single case through its permit and inspection
management capabilities.
7.24
Ability to maintain a history of inspection and reinspection results by
property as well as person (tenant or owner) including inspection
status of passed and failed
X
The system can allow authorized users to track the
inspection and re-inspection history of each property,
including completion status of each inspection and
condition, providing a comprehensive view of the
overall compliance status and associated inspection
data.
Code Compliance Specific Requirements
41

7.25
Ability for user(s) to determine inspector workload by area and
displayed visually on a map
X
Clariti's Team View feature provides a visual
representation of the workload of each inspector,
allowing users to easily determine the workload of
each inspector by area.
7.26
Ability to provide a menu of code listings by infraction type with
ability to choose and populate multiple citations with the infraction
and description
X
Authorized users have the ability to provide a
database of standard or pre-defined comments,
infraction descriptions, and other messages that can
be easily selected and populated into the required
forms or documents.
7.27
Ability to track actions and documentation tied to a case: photos,
citations issued, compliance orders, community hearings process,
court proceedings, etc.
X
Clariti can provide the ability to track actions and
documentation tied to a case, such as photos,
citations issued, compliance orders, community
hearings process, court proceedings, etc. Users can
also add notes and other relevant information to
each document, improving collaboration and
communication across all relevant parties.
7.28
Ability to consolidate multiple Open violations into a single Case
letter/Violation Notice rather than separate letter for each violation
X
Clariti's Letters Engine tool can allow authorized
users to create and generate templated complaint
and violation notices that consolidate multiple open
violations into a single letter.
7.29
Ability to generate and print violation notices per case in the field
X
Letter templates can be used to generate and print
violation letters while in the field via Clariti's mobile
app.
7.30
Ability to view inspection results and comments real time and
visually displayed on a map
X
Clariti can be configured to provide the ability to
view inspection results and comments in real-time
and display them visually on a map using List Views
and through its integration with the City's GIS. A list
of inspections can be filtered as needed (e.g., using
dates, inspection teams, etc.) and the resulting
inspections overlayed on a map. A user can then click
on each pin to see the result and access comments.
7.31
Ability to assign or to reassign an inspection/s or inspector real time
X
The system can allow authorized users to assign or
reassign inspections or inspectors as needed, and can
track the status of each inspection and inspector in
real-time.
42

7.32
Ability to identify and select inspectors for inspection using a
geographical map
X
Clariti can provide the ability to identify and select
inspectors for inspection using a geographical map
using the List View feature combined with the Map
Viewer when integrated with the City's GIS. Using a
List View, users can filter a list of Inspectors (e.g., by
district or expertise) and have the resulting list
visually displayed on a map, allowing staff to quickly
identify and select the most appropriate inspector for
an inspection based on their location and workload.
7.33
Ability to "black out" dates, as defined by the City, for the
scheduling of any inspections
X
The City can define "black out" dates in Clariti for the
use of preventing or otherwise flagging the
scheduling of inspections.
7.34
Ability to geographically divide the city into multiple areas and be
able to assign license specialists in those areas
X
Clariti can provide the ability to geographically divide
the city into multiple areas and assign license
specialists in those areas. The system can allow
authorized users to set up and configure multiple
areas based on geography and other criteria, and
then users of the appropriate type to each area.
7.35
Ability to mark areas that are scheduled to be canvassed, completed
canvassing with dates of canvassing, specialist assigned for
canvassing
X
Clariti users can identify which area(s) an address
belongs to using custom fields. This enables the user
to quickly generate a List View of areas with dates
and assignments, which can then be exported,
printed, or automatically made available as a new
layer on the built-in GIS Map Viewer.
7.36
Ability to select an area on the map and view all
o Active, pending, or cancelled business licenses
o Business licenses for commercial locations vs. residential
locations.
o All business licenses at one location
X
The ability to select an area on the map and view all
of a certain license type within a given criteria can
be achieved using Clariti's List View feature and
integration with the City's GIS. An authorized user
can filter the list of licenses to match the desired
criteria (for example, by commercial vs. residential
or location), which automatically creates a new layer
on the map. Using the Map Viewer, the user can then
specify an area within which they would like to view
all the related records.
Business Licensing Specific Requirements
43

7.37
Mobile capability for the specialist in the field to
o Identify business that are open with a valid paid license in the
field, businesses with pending unpaid licenses and those that do not
have a license
Identify and cancel any licenses that are no longer at the location
X
Clariti's mobile application can provide the capability
for license specialists in the field to identify
businesses that are open with a valid paid license,
businesses with pending unpaid licenses, and those
that do not have a license. The mobile app can allow
specialists to search for businesses by location,
name, or other criteria, and can display relevant
information about each business, including the status
of their license. In addition, the mobile app can
provide the capability to identify and cancel any
licenses that are no longer at the location.
7.38
Ability to generate letter/email to business owner for businesses
without license based on canvassing outcome
X
Clariti's Letters Engine feature can provide the ability
to generate a letter or email to business owners for
businesses without a license based on the outcome of
a canvassing activity.
7.39
Ability initiate and schedule Initial, Follow Up, Final and Punchlist
Inspections for each engineering permit request by the citizen.
X
Clariti's inspection management capabilities provide
the ability to initiate and schedule Initial, Follow-Up,
Final, and Punchlist inspections for each engineering
permit request made by the citizen.
7.40
Ability schedule Warranty Inspections and track results
X
Clariti can provide the ability to schedule Warranty
Inspections and track their results.
7.41
Ability to generate approval and violation notices during inspection
X
Clariti can provide the ability to generate approval
and violation notices during an inspection for the Fire
Marshall. These notices can be automatically
generated based on the results of the inspection, and
can be customized to include all relevant
information, such as the nature and severity of the
violation, recommended corrective actions, and
deadlines for compliance.
7.42
Ability for customer to sign violation notice or approval reports in the
field
X
Clariti's mobile application can provide the ability to
accept signatures in the field through its signature
capture capabilities.
Fire Marshall Specific Requirements
Engineering Specific Requirements
44

7.43
Ability to calculate reinspection's fees based on number of
inspections after multiple failed inspections and send payment
request to Finance
X
Clariti can calculate reinspection fees based on the
number of inspections after multiple failed
inspections, and can send payment requests to the
Finance department automatically. The specific rules
for this can be configured during implementation
with the City.
7.44
Photo to be attached to each violation.
X
While photos can be easily attached to the inspection
record out-of-the-box, Clariti be configured allow for
photos to be attached to each individual violation
7.45
Inspection reports must include photos associated to violations and
notes related to an inspection.
X
Inspection reports generated by Clariti can include
photos associated with violations and notes related
to an inspection.
7.46
Ability to load/assign current fire code when a violation is noted
during inspection
X
Authorized Fire Marshall staff can load the current
fire code to be automatically included when a
violation is noted during an inspection.
45

Requirement
Existing/
Included out of
box
Can be
Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
8.01
Ability to manage plan versions and default to the most current
version of the plan
X
Clariti provides a version control system for managing
multiple versions of a plan during the plan review
process. As part of the plan review process, Clariti can
default to the most current version of the plan, ensuring
that all reviewers are working from the latest version. In
addition, Clariti can maintain a history of all plan versions
and associated comments and revisions, providing a
comprehensive record of the plan review process that
can be used for audit and compliance purposes.
8.02
Ability to mark-up the plan with comments embedded and then
send back to citizen or other departments
X
Clariti can integrate with third‐party electronic plan
review solutions to provide the ability to mark up plans
with comments and annotations then sync the
annotated plans directly into Clariti. The annotated plans
and related comments can then be viewed and managed
within the Clariti platform, including by customers via
the portal, if desired by the City.
8.03
Ability to schedule plan reviews and staff assignments
X
Clariti provides the ability to schedule plan reviews and
assign staff members to each review.
8.04
If not originally required at submission, ability for plans
examiner to assign project to other departments for
review/approval
X
Clariti provides the ability for plans examiners to assign a
project to other departments for review or approval,
even if the project was not originally submitted with
those departments in mind. To assign a review to
another department, the plans examiner can simply
select the appropriate department from a list of
available departments determined by the City.
8.05
Ability to track plan reviews by time, date and reviewer
X
Each review in Clariti can be logged with the reviewer's
name, the date and time of the review, and any notes or
comments associated with the review.
8.06
Ability to automatically notify the appropriate personnel for
routing when plan reviews have been completed
X
Clariti provides the ability to automatically notify the
appropriate personnel when plan reviews have been
completed.
8.07
Ability to flag and manage project that mandatorily require a
Special Inspection or other special requirements. So that when
inspection are scheduled for such projects the scheduler is
informed of these requirements
X
Clariti can identify and track projects that have
mandatory special inspection or other special
requirements by allowing the city to define these
requirements and associate them with specific projects.
This information can be entered into the system either at
the time of project creation or at a later point, as
needed.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
8.0 Plan Review

Requirement
Existing/
Included out of
box
Can be
Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
9.01
Ability to screen projects/applications for
completeness before they are accepted for formal
review
X
In addition to requiring a manual review by staff, Clariti
can provide the ability to screen projects/applications
for completeness before they are accepted for formal
review by allowing the City to define the required
information and documentation that must be included
with each application.
9.02
Ability to submit permits for new building, engineering
, dry utility and applications via portal
X
Clariti can provide the ability to submit permits for new
building, engineering, dry utility, and other applications
via a portal. The portal can allow users to create an
account, submit new permit applications, and track the
status of their applications. It can also provide tools and
resources to help users complete their applications, such
as checklists, FAQs, and help videos.
9.03
Ability to notify departments of new/pending
applications as a courtesy where the submitted
application may not require their approval. (e.g.,
Building permit application does not require Business
license approval, however should be notified of the
action).
X
Clariti can be configured to automatically send
notifications to departments that are not required to
approve a permit application but should still be notified
of its submission.
9.04
Ability to track review and permitting - phase
permits/projects
X
Clariti provides a workflow management system that
allows for the tracking of permits and projects through
the various phases of review and permitting. Each permit
or project can be assigned a status that indicates which
phase it is currently in, such as "under review",
"approved", or "rejected". This status can be updated as
the permit or project progresses through the various
stages of review and permitting, and this information can
be tracked and reported on through Clariti's reporting
and analytics features.
9.05
Ability to prohibit issuance of permit or project
creation based upon jurisdictional boundaries
X
The Clariti solution provides the ability for the City to
prohibit issuance of permit or project creation based
upon jurisdictional boundaries by restricting which
addresses can be selected when applying for a permit, or
by flagging an application for staff to review.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
9.0 Permitting
47

9.06
Ability to automatically enforce conditional permitting
requirements based upon project contingency
requirements or pre-requisites.
X
Clariti can enforce conditional permitting requirements
through the use of workflow rules and conditional logic.
For example, if a permit application includes a
contingency requirement that a certain inspection be
completed before another inspection can be scheduled,
Clariti can automatically enforce this requirement by
blocking the scheduling of the second inspection until the
first inspection is completed and marked as passed.
9.07
Ability to track internal multi-year community
development projects (non-fee based) including costs,
milestones, documents, plan reviews, contractors,
X
Clariti enables the creation of cases for each project,
which can then be used to track various information
related to the project including costs, milestones,
documents, plan reviews, contractors, and more. All
information related to the project can be linked together
and centralized under a common "Project" object.
9.08
Ability to change project information, history, and
notifications.
X
Authorized Clariti users can update and edit project
information such as project status, dates, permit details,
and other relevant information. Any updates made to a
project are tracked and recorded in the project's history,
providing a complete record of all changes made over
time. Notification rules for a project can also be adjusted
or updated as necessary to ensure that relevant
stakeholders receive the appropriate alerts and updates
throughout the project lifecycle.
9.09
Ability to submitting bonding and insurance documents
as supporting documents
X
Clariti provides the ability for applicants to submit
supporting documents, such as bonding and insurance
documents, through the portal. Once submitted, these
documents can be stored and tracked within the system
along with the permit application and other related
information.
9.10
Ability to calculate permit fees based on square
footage or other customer-defined formula
X
Clariti can calculate permit fees based on square footage
or other customer-defined formula through its fee
calculation engine. The system allows for the
configuration of a wide range of fee types and formulas,
including square footage, valuation, and flat fees. City
staff can define the specific fees associated with a
particular permit type, and the system will automatically
calculate the appropriate fees based on the permit
details entered by the customer. Additionally, the system
can track and process payments, generate invoices, and
provide fee balance information for each permit.
9.11
Ability to automatically update and calculate fees
across multi-year projects based on user-definable
rules
X
The Clariti solution allows users to set up fee calculation
rules that can be automatically applied to multi-year
projects. Users can define fee structures based on
specific criteria such as project type, duration, or other
relevant factors. These rules are applied automatically to
ensure accurate fee calculation and billing across
multiple years.
48

9.12
Ability to store historic fee structures over multiple
years with the ability for the City to revert to a
previous fee schedule if desired for issuance of permits
or review fees
X
Clariti allows users to store historic fee structures and
fee schedules, providing the City with the ability to
review or revert to a previous fee schedule if necessary.
This feature ensures that accurate fee information is
available for permit issuance or fee review processes.
Users can also track and manage changes to fee
structures over time, ensuring transparency and
accountability in the fee calculation process.
9.13
Generate comment letters based on application review
to notify applicant of redline comments and or
Conditions of Approval.
X
Clariti can track comments and conditions for a specific
application review and can use this information to
generate a templated letter to the applicant. The
templated letter can be generated and sent to the
applicant through the Clariti portal or via email,
depending on the preferences of the City.
9.14
Ability to link to Business Licensing module for current
contractor license status check before permit issuance
( AROC)
X
Both Clariti and AZROC make use of the Salesforce
platform to manage records, which means Clariti will be
able to integrate with / link to their system to check the
current contractor license status before permit issuance.
This can be done using Clariti's open API, enabling the
system to verify a contractor's license status, ensuring
that all contractors are licensed and in good standing
before permits are issued.
9.15
Ability to track warranty period per permit and prompt
inspections
X
In Clariti, the City can track the warranty period per
permit and schedule prompt inspections through the
system. The system can automatically generate
notifications for inspection scheduling based on the
warranty period, ensuring that inspections are carried
out in a timely manner.
9.16
Ability for the system to identify expired permits, issue
renewed permit & calculate Permit Renewal Fee
X
Clariti provides the ability to track permit expiration
dates and issue renewal notices to the applicant. The
system can be configured to automatically generate and
send renewal notices to permit holders before the
expiration date. Once a permit has expired, the system
can calculate the renewal fee based on pre-defined fee
structures and generate an invoice for payment. The
permit cannot be renewed until the renewal fee is paid.
9.17
Ability to mark permits that will need special
inspections
X
Clariti provides the ability to flag permits that require
special inspections, such as those with unique or complex
characteristics. This flag can be used to ensure that the
appropriate inspections are scheduled and completed,
and that any necessary follow-up inspections are
prompted at the appropriate intervals
49

9.18
System shall automatically display the special
inspection requirement on permits when the projects
have been marked with the need for special inspections
X
In Clariti, the system can be setup to automatically
display special inspection requirements on permits for
projects that have been flagged as requiring special
inspections. This can be achieved through the use of
custom fields or data tags that are associated with the
project and permit records. When a project is marked as
requiring special inspections, the system will
automatically update the permit record with the
appropriate special inspection requirement information,
which can then be displayed on the permit itself.
9.19
Ability to assign a flag with link to the latest special
agreement for the Land Parcel
X
Clariti has a feature to create and manage documents
that can be linked to specific cases or parcels. This can
be used to create and link special agreements or other
relevant documents to a land parcel. The system can also
assign flags to parcels or cases to indicate the presence
of such agreements or documents. The flags can then be
used to prompt staff to review the linked documents or
to take other necessary actions related to the special
agreements.
9.20
Notify when an application is submitted for the same
parcel or when a user searches by parcel should show
the special agreement flag/any flags
X
In Clariti, this requirement can be met by setting up an
automated notification system that sends an alert to the
appropriate departments or personnel when a new
application is submitted for the same parcel. This
notification system can be set up based on predefined
rules that are defined in the system's workflow engine.
Additionally, the special agreement flag can be displayed
in the system's user interface when a user searches for a
parcel. This can be achieved by adding a custom field or
flag to the parcel record in the system and configuring
the user interface to display this field or flag when a user
performs a search.
9.21
Notification to business groups/users when a
Certificate of Occupancy is requested for a project
X
Clariti can support this requirement by allowing the City
to configure automated email notifications to be sent to
business groups or users when a Certificate of Occupancy
(CO) is requested for a project. For example, the City can
configure an alert to be sent to a specific business group
or user when a CO request is submitted for a project in
their area or when a CO is approved for a project. The
content and format of the notifications can be
customized to include relevant details about the project
and the CO request.
50

9.22
Ability to mark and approve issuance of Certificate of
Occupancy per business group
X
In Clariti, the ability to mark and approve the issuance of
a Certificate of Occupancy per business group involves
setting up user groups within the system and granting
them specific permissions. For example, a user group
representing the city's Building Department could be
granted permissions to mark and approve the issuance of
Certificates of Occupancy for building projects, while a
separate user group representing the Fire Department
could be granted permissions to mark and approve the
issuance of Certificates of Occupancy for fire safety-
related projects.
9.23
The system must route all Issued Permits & Plans from
Development Services to different departments like
Engineering, Fire, Planning etc.
X
Clariti has the ability to route permits and plans to
different departments for review and approval. The
system can be configured to automatically route permits
and plans to the appropriate departments based on
project type, location, or other criteria. The routing rules
can be customized to match the specific needs of the
City's Development Services and other departments.
9.24
Ability to create distinct Project Types with
customizable rules
X
n Clariti, you can create custom Project Types and
associate them with specific business processes and
workflows, as well as set up rules and requirements for
each type.
9.25
Ability to accept electronic submission of plans and
revisions
X
Clariti has the ability to accept electronic submission of
plans and revisions. The system can be paired
(integrated) with a third-party electronic plan review
(EPR) solution to facilitate this process. Plan reviewers
can mark up the plans with comments in the EPR and
send them back to the applicant for corrections or
revisions via the Clariti portal. Once the plans have been
approved, the system can track and manage the different
versions of the plans to ensure that the most current
version is being used.
9.26
Ability to track and manage concurrent plan reviews by
multiple departments with electronic signatures
X
Clariti provides the ability to track and manage
concurrent plan reviews by multiple departments.
Electronic signatures can also be captured to indicate
approval or rejection of plans.
51

Requirement
Existing/
Included out of box
Can be Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
10.01 Ability to verify zoning for property or parcel through
maps/GIS
X
With Clariti, the City can utilize the GIS integration to
provide the ability to verify zoning for a property or
parcel. This integration allows the user to access parcel
data and zoning information, view the property on a
map, and verify zoning regulations. By tracking
pertinent data on parcel and property records that are
synced with the City's GIS, users can search for
properties by address, parcel number, or other
identifiers, and the system will return the zoning
information associated with the property.
10.02 Ability to alert if address of new project modifies an
existing use
X
Clariti can be configured to trigger an alert when the
address of a new project modifies an existing use. This
can be achieved by setting up a rule in the system that
compares the proposed use of the new project with the
existing use in the database. If a match is found, an
alert can be sent to the appropriate parties to review
the potential modification and take any necessary
actions.
10.03
Ability to link addresses/parcels with existing
approved Planned Area Developments (PAD’s),
Conditional Use Permits (CUP’s), etc. based on
referencing GIS data in ArcSDE.
X
With Clariti, the City can link addresses/parcels with
existing approved Planned Area Developments (PADs),
Conditional Use Permits (CUPs), etc. based on
referencing GIS data in ArcSDE. By integrating GIS data
into the system, the City can easily access and track all
properties and their associated approvals and permits.
10.04 Ability to link to City’s online Zoning Code
X
Based on the City's requirements, Clariti can either: 1)
provide a hyperlink to the City's online Zoning Code for
easy reference within the system; or 2) connect to the
City's Zoning Code library via API (if available) and
store a list of standard comments that can be used
when processing applications to ensure consistent and
accurate reference to the Code.
10.05
Ability to alert on any Special Stipulations for Planned
Area Development ( PAD's) or Conditional Use Permits
( CUP's)
X
Special Stipulations for PADs and CUPs can be tracked
in Clariti and notifications or alerts can be set up for
staff or applicants to be made aware.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
10.0 Planning/Zoning
52

Requirement
Existing/
Included out of
box
Can be Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
11.01 Ability to submit business license applications and
renewal applications via portal
X
The Clariti government permitting and licensing solution
provides a web-based portal that allows businesses to
easily submit their license applications and renewal
applications online. This feature enables businesses to
save time and resources by avoiding the need to
physically visit government offices to submit their
applications. The portal also allows for the secure storage
and retrieval of application data, making it easy for
businesses to track the status of their applications and
receive updates in real-time.
11.02
Ability for a business license application to cross-
check for any flags in any department and send user
defined alerts/notifications
X
In Clariti, the ability for a business license application to
cross-check for any flags and notifications can be
achieved thanks to Clariti's 360-Degree View and the use
of custom rules and workflows.
Because all departments can store and track information
using Clariti's centralized database, linking records and
data across record and departments is a breeze. These
connections make it easy to cross-check for any flags in
any department. Furthermore, the system can be
configured to send a user-defined alert or notification to
the appropriate department or user with information on
the specific violation or issue that triggered the alert, as
well as any necessary instructions or actions to be taken.
11.03
Ability to flag licenses requiring background checks,
fingerprinting, drug and alcohol tests, inspections,
etc. before issuance
X
In Clariti, the ability to flag licenses that require
background checks, fingerprinting, drug and alcohol tests,
inspections, and other special requirements can be
achieved through the use of custom rules and workflows.
When a new license application is submitted, the system
can automatically check for any flags that would require
special processing, such as a background check or
inspection. If a flag is identified, the appropriate
department or user can be notified through a user-
defined alert or notification.
11.04 Ability to flag individual applicants, known criminal,
failed previous checks, etc.
X
Applicants can be flagged for further review or additional
requirements, such as background checks, fingerprinting,
drug and alcohol tests, inspections, and more.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
11.0 Business licensing

11.05
Ability to assign applications, route or notify multiple
departments based on license type and related rules
when a application is accepted
X
Upon acceptance of a business license application, Clariti
can be configured to automatically route the application
to the appropriate departments for review and approval.
The system can also be set up to notify each department
or user involved in the process, and to provide them with
access to the necessary information and documents.
11.06
Ability to provide comments to “Conditionally
Approve” business license. These comments must
appear on the business license as a condition of
operation.
X
Once a business license application has been conditionally
approved, the system can be configured to display any
necessary comments or conditions of operation as custom
fields on the license record. These comments can be
customized to suit the specific needs of the City and may
include information such as specific conditions of
approval, operating restrictions, or other relevant
information.
11.07 Ability to track contractor licenses and status
X
In Clariti, tracking contractor licenses and status can be
achieved through the use of custom fields, workflows,
and rules.
11.08 Ability to send user defined alert if status changes,
e.g. license or insurance expired
X
Once the system is set up with the appropriate fields for
tracking contractor licenses and insurance, Clariti can be
configured to monitor these fields and send an alert to
the appropriate department or user if a status change is
detected. The alert can be customized to include specific
details about the status change, such as the date of
expiration or the type of insurance that has expired, to
ensure that the appropriate action can be taken. These
alerts can be sent via email or other communication
channels and can also be logged in the system for future
reference
11.09 Ability to attach new application for regulatory or tax
licenses to existing "master "account
X
In Clariti, the ability to attach a new application for
regulatory or tax licenses to an existing "master" account
is possible thanks to its centralized database and the
ability to link records and data across departments. We
call this the Clariti "360-Degree View"
When a new application is submitted, the system can
automatically search for the related, existing account and
link the new application to that account, creating a
"master" record for the business or individual.

11.10 Ability to reactivate cancelled or expired accounts
X
In Clariti, the ability to reactivate cancelled or expired
accounts can be achieved using the record management
and search features. When a user searches for an account
that has been cancelled or expired, they can access the
record and initiate the reactivation process. This process
can involve updating account information, paying any
outstanding fees, and submitting any necessary
documentation. Once the reactivation process is
complete, the account will be reinstated and can be used
as normal. Additionally, the system can be configured to
send a user-defined alert or notification to the
appropriate department or user when an account is
reactivated, along with any necessary information or
actions to be taken
11.11 Ability for annual license renewal based on 1 Year
anniversary date
X
Once a license is issued, Clariti can track the anniversary
date and automatically generate a renewal notice when
the renewal period is approaching. The notice can be
sent to the appropriate contact, who can then request a
renewal of their license via the online portal. Payments
can be made from the portal as well.
11.12
Ability to create, change or remove license types and
categories with new requirements, restrictions, and
fee structures, including "license type" to account for
undesignated payments
X
Clariti's "clicks not code" approach to configuration allows
authorized staff to easily create, change or remove
license types and categories as needed. This includes the
ability to configure requirements, restrictions, and fee
structures, as well as create other "license types" to
account for undesignated payments and other purposes.
11.13
Ability to restrict the issuance of a business license
for a project or address if all conditions have not
been satisfied
X
When a business license application is submitted, the
system can be configured to check for any outstanding
conditions or requirements that must be met before the
license can be issued. If any conditions have not been
satisfied, the system can be set up to prevent the
issuance of the license and notify the appropriate parties
of the outstanding requirements.
11.14 Ability to access the system remotely (mobile
applications)
X
Clariti has a mobile application that allows staff users to
access the system remotely on mobile devices. The
mobile application provides the same functionality as the
desktop version, including the ability to view and update
permit and license information, schedule inspections, and
receive alerts and notifications.
Clariti also has a public portal, which is a secure web-
based application that allows citizens to apply for
permits, business licenses, and other services online from
anywhere with an internet connection. The portal is
designed to be user-friendly and intuitive, so users can
quickly and easily find the information they need while
having an interactive and transparent experience
throughout the application and renewal processes

11.15
Ability to search by permit, address or license type
including Planning department approval conditions,
e.g. needs security, bouncers, maximum room
capacity, by location, business name, etc.
X
In Clariti, users have the ability to search for permits,
addresses, or license types using a variety of criteria
including Planning department approval conditions,
location, business name, and more. This can be achieved
through the use of Clariti's robust search capabilities,
which allow for advanced filtering and searching of
records and data stored in the system.
11.16
Ability to track full license lifecycle (application to
license and renewals) including activities, notes,
hearings, legal action, board or judicial rulings, etc.
X
The full license lifecycle can be tracked in Clariti,
enabling users to manage all activities related to a
license, including the application process, renewal
process, and any related hearings or legal actions.
11.17 Ability to search by all data points in the system like
owners, contacts, addresses, Ein etc.
X
Clariti has a powerful global search feature that allows
users to search by any data point in the system. This
includes owners, contacts, addresses, EINs, and any other
relevant information that is stored within the system. The
search results will include all relevant records, allowing
users to quickly find the information they are looking for.
11.18
Ability to issue multiple licenses under one business
account and support parent child relationships i.e.
Business License and Liquor License for same business
X
Using Clariti, you can link all records and data across
different departments and records, allowing you to see a
360-degree view of all licenses and their associated
accounts. This way, you can easily issue multiple licenses
under a single business account and manage any parent-
child relationships between different licenses or
accounts.
11.19 Ability to customize business license application
questions
X
In Clariti, you can customize business license application
questions using the platform's dynamic form builder. This
allows you to tailor the questions and fields to suit the
specific requirements of your business license application
process. You can also configure the form to include
specific rules and validations to ensure that the data
entered is accurate and complete. Once the form is
created and customized, it can be easily accessed by
applicants via the public portal, making it easy for them
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11.20
Ability to auto-generate form letters or email
reminders for license applications, late payments,
renewals, missing information, approvals and denials
etc.
X
In Clariti, the ability to auto-generate form letters and
email reminders for license applications, late payments,
renewals, missing information, approvals, and denials is
built-in. The system allows users to define specific rules
and workflows for different scenarios, such as license
renewal or payment reminders, and generate automated
notifications and communications based on those rules.
11.21
Ability to batch process and auto-generate next
renewal year’s record for issuance, update initial fee
and late fees record
X
In Clariti, the ability to batch process and auto-generate
next renewal year's record for issuance, update initial
fee, and late fees record is possible through the use of
custom rules and workflows. The system can be
configured to automatically generate renewal records for
each license type, based on the established renewal
schedule. This can include updating the fees associated
with the renewal, such as the initial fee and any
applicable late fees.

11.22
Ability to automatically notify Finance upon any
business license approval by any and/or all
departments
X
When a business license is approved in Clariti, the system
can trigger a notification to the appropriate personnel in
the Finance department with all relevant details,
including the license type, approval date, and any
associated fees.
11.23
Ability to auto-generate multiple denial
letters/emails for one business account after various
due dates
X
Once a denial trigger has been set up based on the due
date, the system can be configured to automatically
generate the appropriate denial letter or email and send
it to the appropriate contact or department. This can be
done for multiple denials and can be customized to
include specific information related to the reason for the
denial and any necessary actions to be taken. The system
can also track the denials and provide reporting to help
with the management of denied licenses.
11.24
Ability to allow the user the option of automatically
sending renewals and permits to a 3rd party printing
service or to print locally (one at a time or in batch)
X
Clariti can support the ability for a user to automatically
send renewals and permits to a third-party printing
service or print locally. This is done through the system's
workflow and automation capabilities.
The City can set up a custom rule or workflow to
determine the printing process based on their
preferences. For example, if the user wants to
automatically send renewals to a third-party printing
service, they can set up the system to send the necessary
data and documents to the printing service once the
renewal is approved.
Similarly, if the City prefers to print locally, the system
can be used to generate a batch of permits or renewals
that can be printed in-house. The City can choose the
frequency and number of permits to print at a time.
11.25
Ability to print new/renewal licenses, and
amusement tags based on user defined criteria.
Printing can be scheduled for annually, monthly,
daily, automatically or on demand.
X
In Clariti, the ability to print new or renewal licenses and
amusement tags based on user-defined criteria can be
achieved thanks to Clariti's flexible reporting and printing
capabilities. The system allows for custom reports to be
designed to meet the specific needs of the user, including
the ability to filter data by user-defined criteria such as
license type, expiration date, or other relevant factors.
Reports can be scheduled to run automatically on a
specified schedule, such as annually, monthly, or daily,
and can be printed on demand or sent to a 3rd party
printing service for processing.
11.26
Ability to locally print Photo ID's with the following
information: Sex, Height (Feet/Inches), Color of
Hair, Place of Birth, Gov't Issued ID Type, Gov't
Issued ID#, Weight, Color of Eyes, Ethnicity, Digital
Signature of Designated City Employee, and Photo of
Applicant
X
Clariti can be configured to track the details specified by
City for the printing of Photo IDs. While adhering to
privacy and security guidelines are the responsibility the
City, the Clariti Letters Engine can be utilized to output
the details into a template which can be output for
printing purposes.

11.27
Ability to generate renewal letters and forms for
specific license types and track processing of renewal
status
X
In Clariti, the ability to generate renewal letters and
forms for specific license types is a standard feature. The
system allows for custom rules and workflows to be set up
for each license type to ensure that renewal letters are
generated automatically based on user-defined criteria.
Once the renewal letters are generated, the system can
track the processing of renewal status in real-time,
allowing for accurate reporting and analysis of renewal
rates, and the ability to identify which license holders
have failed to renew their licenses. This ensures that the
City can enforce regulations effectively and keep its
records up-to-date.
11.28
Ability to suppress automatic generation of
correspondence due to pre-defined reason codes (i.e.
returned mail, etc.)
X
In Clariti, the ability to suppress automatic generation of
correspondence due to pre-defined reason codes can be
accomplished through the use of custom rules and
workflows.
11.29 Ability to calculate license fee based on gross
receipts
X
Assuming a business reports its revenue to the City and
this information is tracked in the Clariti solution, the
license fee can be calculated based upon gross receipts.
11.30 Ability to calculate flat dollar amount based on
License Type
X
The system allows for the configuration of custom fee
structures and formulas to calculate the correct fee for a
particular license type. This includes the ability to set
flat fees, as well as more complex formulas based on a
variety of factors such as business type, size, and
location.
11.31 Ability to configure and charge an "Initial Application
Fee" which is different than the renewal amount
X
Clariti provides the ability to configure and charge an
"Initial Application Fee" on a license record which is
different than the renewal amount through the use of Fee
Templates and automation tools such as Flows and the
Dynamic Rules Engine.
By utilizing fee templates and automation tools, Clariti
can provide a flexible and customizable solution for
configuring and charging initial application fees and
renewal fees on license records.
11.32
Ability to assess the renewal amount based on the
Occupancy Classification as of the date the renewal
notifications are processed
X
Clariti can provide the ability to assess the renewal
amount based on the Occupancy Classification as of the
date the renewal notifications are processed. This can be
done by configuring the relevant data fields in the system
and setting up rules to ensure that the renewal amount is
calculated correctly based on the current Occupancy
Classification of the business.
11.33 Ability to designate businesses as exempt from
certain fees (e.g., Fire Inspection)
X
Clariti can provide the ability to designate businesses as
exempt from certain fees, such as Fire Inspection fees.
This can be done by configuring the relevant data fields
in the system and setting up rules to ensure that the
exemption is applied correctly to the applicable business
records.

11.34 Ability to configure License Types to assess/not assess
a Late Payment Fee
X
Clariti can provide the ability to configure License Types
to assess or not assess a Late Payment Fee. This can be
done by configuring the relevant data fields in the system
and setting up rules to ensure that the Late Payment Fee
is assessed or not assessed based on the License Type and
other relevant data fields.
11.35 Ability to automatically calculate/assess late
penalties after prescribed time period
X
Clariti can provide the ability to automatically calculate
and assess late penalties after a prescribed time period.
This can be done by configuring the relevant data fields
in the system and setting up rules to ensure that the Late
Penalty is calculated and assessed automatically based on
the relevant data fields and the prescribed time period
11.36 Ability to automatically apply license fees based on
business start date
X
Clariti can provide the ability to automatically apply
license fees based on the business start date. This can be
done by configuring the relevant data fields in the system
and setting up rules to ensure that the License Fees are
applied automatically based on the business start date
and other relevant data fields.
11.37
Ability to calculate and immediately bill license
application fees, one-time fees, annual license fees,
semi-annual fees, quarterly fees, penalties and
interest depending on license type - user defined
X
Clariti provides the ability to configure and calculate fees
based on user-defined parameters, including license type
and frequency of payment. Fees can be assessed and
billed immediately upon application, as well as on a
recurring basis for ongoing license renewals. Late
11.38 Ability to add other miscellaneous fees for a certain
business account
X
In addition to standard license fees, Clariti allows for the
addition of miscellaneous fees on a per-business account
basis. These fees can be user-defined and customized to
meet the specific needs of the business, and can be
assessed and billed as needed.
11.39
Ability to recognize multiple licensing periods and
automatically determine appropriate renewal date
and fee.
X
Clariti can recognize multiple licensing periods and
automatically calculate renewal dates and fees based on
user-defined criteria. Renewal notifications can be
generated and sent to businesses in advance of the
renewal date, and fees can be assessed and billed based
on the specific licensing period.
11.40 Ability to view and print account history including
payments and adjustments
X
Clariti provides a comprehensive account history for each
business, including a record of all payments and
adjustments made to the account. This information can
be viewed and printed as needed, providing a complete
audit trail of all transactions related to the business
license.
11.41
Ability to review and reprint previous historical
statements as they were originally created and as
modified by subsequent payments and adjustments
X
Clariti allows for the review and reprinting of previous
historical statements, including any modifications made
due to subsequent payments and adjustments.
11.42 Ability to automatically calculate and generate
statement for license renewals
X
Clariti has the ability to automatically calculate and
generate statements for license renewals based on the
configured fee structures, renewal date, and other
relevant information. The statements can be generated
and delivered to the license holder in a variety of
formats, such as PDF or Word.

11.43 Ability to generate statements on demand
X
Clariti provides the ability to generate statements on
demand, which can be useful in cases where a license
holder requests a statement or a billing issue needs to be
addressed.
11.44
Ability to automatically generate monthly billing
statement and sending it to third party vendor for
payment processing
X
A monthly billing statement can be generated and sent to
a customer, who would then be responsible for paying the
amount via the portal or other related third-party
payment process.
11.45 Ability for the customer to opt in or opt out to
receive Paper and/or Email statements
X
Clariti provides the ability for customers to opt-in or opt-
out of receiving paper and/or email statements. This can
be done by the customer themselves via the Public Portal
or by City staff via the Clariti Back Office.

Requirement
Existing/
Included out
of box
Can be
Configured
Available as
an extension
with partner
Planned for
next release
Not Available
Comments
12.01
Ability to define and assign variable fee collection rules
(e.g. Fee type requires % or flat dollar down payment,
formula, etc.)
X
Clariti's flexible and configurable fee management
features allow the City to define different types of fees,
set up fee categories, and assign fees to specific permit
types.
12.02
Ability to accept multiple payment types (Cash, Check,
Credit Card, EFT, etc.) separately, or multiples within
a single transaction
X
The Clariti solution allows users to make partial payments
of one or many fees via the public portal and the back-
office. Multiple forms of payment are supported in
separate transactions which, along with the ability to
make partial payments of the total due, allows users to
pay the total using different payment methods, albeit in
multiple shopping cart transactions.
12.03 Ability to manage voids, refunds, underpayment, and
overpayments
X
Clariti's built-in Financials functionality provides a
comprehensive payment management module that allows
users to manage all aspects of payment processing,
including refunds and adjustments.
12.04 Ability to apply customer credits to a future transaction
X
If a customer has a credit balance, staff can apply the
credit to a future transaction using Clariti's credit
management features. The system provides a detailed
record of all customer credit transactions, making it easy
to identify and track credits applied to future
transactions.
12.05
Ability to customize receipt formats/output types, e.g.
PDF, dot matrix, laser printer, receipt printer, multiple
copies, etc.
X
Clariti is able to meet the requirement for customizing
receipt formats/output types by allowing users to
generate receipts/invoices in various formats, including
PDF, dot matrix, laser printer, and receipt printer.
Multiple copies can also be generated if needed.
12.06 Ability to separate transactions among multiple fund
numbers
X
The Clariti solution can separate transactions among
multiple fund numbers, allowing users to allocate
transactions to the appropriate fund numbers.
12.07
Ability to customize rules to allow for allocation by %s,
or specific amounts to applicable Fund-DeptID-Account-
Program numbers
X
The system allows users to customize rules to allocate
transactions by percentages or specific amounts to
applicable Fund-DeptID-Account-Program numbers.
12.08 Ability to identify deposits, bonds etc., that may be
refunded, after all requirements have been met
X
Clariti can identify deposits, bonds, and other
transactions that may be refunded after all requirements
have been met, helping users ensure that refunds are
issued appropriately.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
12.0 Finance

12.09
Ability to automatically assess user defined Non-
Sufficient Funds Fee when payment is removed from an
account
X
The Clariti solution can automatically assess user-defined
Non-Sufficient Funds Fees when payments are removed
from an account, helping users manage NSF transactions
more efficiently.
12.10 Ability to generate invoices on an ad hoc, monthly,
quarterly, and/or annual basis
X
Invoicing is a manual process out of the box but can be
configured to be automated.
12.11 Ability to correct mis posted payments
X
If a payment has been completed in Clariti, but is found
to be mis-posted, you may void the payment. This will
undo the entire amount of the transaction and a record
will be kept of the void action. A new payment
transaction can then be started.
12.12 Ability to mail, email or deliver to the customer, notice
of the returned check
X
Staff can use Clariti's Email Templates and/or Letters
Engine to easily generate notices of returned checks to
customers, helping users manage bounced check
transactions more efficiently.
12.13 Ability to automatically apply a returned check fee
upon entry of the reversal of the payment
X
Clariti can automatically apply a returned check fee upon
entry of the reversal of the payment, helping users
manage bounced check transactions more efficiently.
12.14
Ability to provide an online summary or report of all
amounts owed by an entity having multiple locations
(addresses), both active, closed and pending
X
A report can be created using the Clariti Report Builder to
provide an online summary of all amounts owed by an
entity having multiple locations (addresses), both active,
closed, and pending, allowing users to track balances
12.15 Ability to automatically apply a miscellaneous charge
X
Clariti's Fee Templates and workflow builder can be used
to specifiy the rules or business processes that trigger the
automatic application of a miscellaneous charge.
12.16 Ability to manually change or override fees, and
provide a reason code.
X
Clariti allows users to manually change or override fees,
and provide a reason code, prior to the fee(s) being
invoiced and paid.
12.17 Ability to query an account balance and payments
made as of any given date
X
The system provides the ability to quickly and easily
query an account balance and payments made as of any
given date.
12.18 Ability to run month end processes to close the
accounting period
12.19 Ability to track different dates in the system such as
Accounting Date and Transaction Date
X
Clariti can track different dates specified by the City,
such as Accounting Date and Transaction Date.
12.20 Ability to generate automated receipts/invoices and
bill to customer
X
The system can generate automated receipts and can
send billing information to customers. Invoicing is a
manual process out of the box but can be configured to be
automated.

Requirement
Existing/
Included out
of box
Can be
Configured
Available as
an extension
with partner
Planned for
next release
Not Available
Comments
Systemwide
13.01
Ability to report or query using all data fields within the
system
X
Clariti provides comprehensive reporting and query
capabilities that allow users to access and filter data
across all system fields.
13.02
Ability to support date-range parameter or point in time
reporting
X
Users can generate reports that filter data by date range
or specific point in time, allowing for greater flexibility in
reporting.
13.03
Ability to create user-level ad hoc queries/report with
wild card search, e.g. by parcel I.D., APN, owner name,
partial address, GPS coordinate, contractor name,
project #, age of receivables, receivables by client,
receivables largest amount to smallest, etc.
X
Clariti allows users to create custom ad hoc queries and
reports with wild card search functionality, enabling users
to search for data based on specific criteria such as parcel
I.D., APN, owner name, partial address, GPS coordinate,
contractor name, project #, age of receivables,
receivables by client, and receivables from largest to
smallest.
13.04
Ability to perform performance reporting (e.g.,
turnaround time on plan checks; on-time arrivals for
scheduled inspections; wait time at counter, inspections
by Inspector, etc.)
X
Clariti allows users to generate performance reports that
measure turnaround time on plan checks, on-time arrivals
for scheduled inspections, wait time at counter,
inspections by Inspector, and other relevant metrics.
13.05
Ability to ad hoc query of permits, applications,
inspections, code violations, etc. and system to display
results via an on-line and printable map. Example map
reports:
All active code enforcement cases by officer
Current planning applications - color by status
Location of encroachment permits
Locations of active building remodel permits, etc.
X
Clariti can support the ability to ad hoc query permits,
applications, inspections, code violations, etc., and
display the results via a printable map in the Back Office.
While color-coding based on status can be reflected in
related reports or dashboards, a publicly-accessible map
view would require a third-party integration such as ESRI
or similar tool.
13.06
Ability to provide balancing report for all money
entered by user, by workstation, by department and by
transaction type (e.g. business license, building permit,
etc.)
X
Clariti allows users to generate balancing reports based
on whatever transaction-related data are being tracked in
the system by the City.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
13.0 Reporting

13.07
Ability to create detailed and summary reports that
shows debits and credits and account numbers. The
detailed report should show the detail of the transaction
for the various accounts the money is applied to. The
summary report summarizes/totals each account (daily,
weekly, or monthly transactions.
X

13.08
Ability to generate a report for Accounts Receivable by
License Type, Account, Age, Amount, Occupancy
Classification, etc.
X
13.09
Ability to generate a report for Revenue by Inspection
Type, License Type, Time Period, Area, Occupancy
Classification, etc.
X
13.10
Ability to generate a report which ties revenue to the
number of licenses, permits, inspection, or plan review
issued;
X
13.11
Ability to generate a report of detailed and summarized
daily transaction report by account codes for
reconciliation with i/Novah
X
13.12
Per user the ability to report on processing times v/s
non working days
X
Users can leverage Clariti's reporting and analytics tools
to filter data based on processing time and non-working
days, enabling the City to generate customized reports
that meet specific needs.

Code Compliance Specific Requirements
13.13
Ability to support date-range parameter or point in time
reporting
X
Clariti allows users to generate reports that filter data by
date range or specific point in time, enabling greater
flexibility in reporting.
13.14
Ability to report by Inspections or Cases per Inspector
X
Users can generate reports that show inspections or cases
per inspector.
13.15
Ability to report by case types or violation type per
inspector
X
Clariti allows users to generate reports that show case
types or violation types per inspector.
13.16
Ability to report on Cases or Violations by source of
complaints
X
Users can generate reports that show cases or violations
by source of complaints.
13.17
Ability to report Proactive cases v/s Complaint Cases
X
Clariti allows users to differentiate between proactive
cases and complaint cases.
13.18
Ability to report by Case Resolution Status – Closed,
Open, InProgress
X
Users can generate reports that show case resolution
status (closed, open, in progress).
13.19
Ability to report on how many cases needed Re
Inspections
X
Clariti allows users to generate reports that show how
many cases required re-inspections.
13.20
Ability to report on Type of Actions applied to a Case
X
Users can generate reports that show the type of actions
applied to a case.
13.21
Ad-hoc reporting using all data fields within the system
X
Clariti provides comprehensive ad-hoc reporting
capabilities that allow users to access and filter data
across all system fields.
13.22
Standard - Monthly/Quarterly/Fiscal year – Standard
Reports reporting
X
Users can generate standard monthly, quarterly, or fiscal
year reports in Clariti.
13.23
Ability to calculate time per case when Complaint was
Filed and First Inspection not including holidays,
weekends etc.
X
Clariti allows users to calculate time per case based on
when the complaint was filed and the first inspection,
excluding holidays, weekends, and other non-working
days.
Business Licensing Specific Requirements
13.24
Ability to generate a report totaling the number of
licenses entered to balance with number of certificates
that are to be printed
X
Clariti allows users to generate a report that totals the
number of licenses entered to balance with the number of
certificates that are to be printed.
13.25
Ability to generate a report of new business listing by
date range
X
Users can generate a report of new business listings by
date range in Clariti.

13.26
Ability to generate various reports including lists of all
or certain licenses by type, business name, business
address, mailing address, license number, license
status, application date, cancellation date, geographical
area such as council district or police precinct, licensee
name, or residence address
X
Clariti allows users to generate various reports, including
lists of all or certain licenses by type, business name,
business address, mailing address, license number, license
status, application date, cancellation date, geographical
area such as council district or police precinct, licensee
name, or residence address.
13.27
Ability to report by Occupancy Classification
(Summary/Detail)
X
Users can generate occupancy classification reports based
on the summary/detail field tracked in Clariti.
13.28
System shall have ability to generate monthly statistical
operations reports containing total number of licenses
applied for, issued, pending, and inactive, sorted by
license type and then business name; daily, weekly, and
monthly totals of changes, additions and deletions to
the system by user and license type
X
Clariti allows users to generate monthly statistical
operations reports containing total number of licenses
applied for, issued, pending, and inactive, sorted by
license type and then business name; daily, weekly, and
monthly totals of changes, additions and deletions to the
system by user and license type.
13.29
Ability to provide an report with all accounts with a lien
X
Users can generate a report with all accounts with a lien
in Clariti.
13.30
Ability to report on an account with a lien has received
a payment in full for lien release
X
Clariti allows users to generate a report on an account
with a lien that has received a payment in full for lien
release.
13.31
Ability to identify ownership of a structure and all
tenants
X
Users can identify ownership of a structure and all
tenants in Clariti.
13.32
Ability to generate reports of renewals due and sent
X
Clariti allows users to generate reports of renewals due
and sent.
13.33
Ability to report the number of business licenses in a
particular area by type
X
Users can report the number of business licenses in a
particular area by type in Clariti.
13.34
Ability to electronically route reports to departments for
review
X
Clariti allows users to electronically route reports to
departments for review.
13.35
Ability to query payments and credit applications by
license number, payment type, date, and check number
Users can query payments and credit applications by
license number, payment type, date, and check number
in Clariti.
13.36
Ability to generate a collections report on businesses
with amounts due for payment
X
Clariti allows users to generate a collections report on
businesses with amounts due for payment.
13.37
Ability to report on all open or closed cases by
specialist, by date range, by case status for unlicensed
business
X
Users can report on all open or closed cases by specialist,
by date range, by case status for unlicensed business in
Clariti.

13.38
Ability to report on how many field visits completed,
how many cases open and closed, and how many
unlicensed business cases are assigned per specialist.
X
Clariti allows users to report on how many field visits
completed, how many cases open and closed, and how
many unlicensed business cases are assigned per
specialist.
13.39
Ability to report on all businesses without license that
are due to receive second letter/communication
X
Users can report on all businesses without a license that
are due to receive a second letter/communication in
Clariti.
Building Safety Specific Requirements
13.40
Ability to create status reports on completed projects or
projects in queue
X
Clariti allows users to create status reports on completed
projects or projects in queue. Users can filter and sort
projects based on various criteria, such as project type,
project status, completion date, and more, to generate
custom reports that meet their specific needs.
Engineering Specific Requirements
13.41
Ability to create status reports on completed projects,
inspections, warranty or projects in queue
X
Clariti allows users to create status reports on completed
projects, inspections, warranties, or projects in queue.
13.42
Municipal Storm Water Quality Reports
X
Clariti can help the City produce Municipal Storm Water
Quality Reports through its function as a centralized
platform for collecting and managing the data needed to
complete these reports. Clariti's reporting and analytics
tools can be used to generate the required stormwater
quality data and calculate pollutant reductions achieved
through the city's stormwater management program.
Additionally, Clariti's Letters Engine functionality could be
used to generate automated letters and other
communications related to the stormwater program, such
as public outreach and education efforts. By bringing all
of this information into a single platform, Clariti can help
streamline the process of producing the Municipal Storm
Water Quality Reports and ensure that the City is meeting
its reporting obligations under the Municipal Stormwater
Permit.

13.43
Stormwater Pollution Prevention Plan (SWPPP) Reporting
- Provide the ability to generate the standard National
Pollutant Discharge Elimination System (NPDES) Annual
Report on number of plans reviewed and status for each
for a fiscal year
X
Clariti, with its Letters Engine functionality, provides the
ability to generate the standard National Pollutant
Discharge Elimination System (NPDES) Annual Report on
the number of Stormwater Pollution Prevention Plans
(SWPPPs) reviewed and their status for each fiscal year.
The Letters Engine also enables users to automate the
generation of letters and other communications related to
SWPPP review and compliance.
Fire Marshal Specific Requirements
13.44
Ability to report on fire inspections listed by occupancy
type
X
Users can report on fire inspections listed by occupancy
type in Clariti.
13.45
Ability to report on fire inspections listed by violation
type
X
Clariti allows users to report on fire inspections listed by
violation type.
13.46
The system must report on fire inspections that are
Approved, In Violation or Open Fire inspections
X
Users can generate reports on fire inspections that are
approved, in violation, or open in Clariti.
13.47
Report on complaint inspections
X
Clariti allows users to report on complaint inspections.
13.48
Ability to report on new permits issued, by fire district
X
Users can report on new permits issued by fire district in
Clariti.
13.49
Ability to report on inspections by activity type per
month
X
Clariti allows users to report on inspections by activity
type per month.
Planning Specific Requirements
13.50
Ability to create a Staff Report based on type of the
project for zoning, conditional use permit etc. for
Planning Commission
X
Users can create a staff report based on the type of
project for zoning, conditional use permit, etc. for
planning commission in Clariti.
13.51
Ability to generate staff report for City Council
X
Clariti allows users to generate staff reports for City
Council.
13.52
Ability to run reports on all data, report on outstanding
requests, aged items
X
Users can run reports on all data, report on outstanding
requests, aged items in Clariti.

#
Interface Description
Direction
(Relative to
COTS
Describe the proposed approach for this specific
interface
List assumptions for this
specific interface:
14.01
Ability to consume ArcGIS web services.
14.02
Supports ESRI ArcGIS Server
14.03
Application will validate all addresses against city’s
address layer in ArcGIS
14.04
Ability to track instruments, activities, projects by
latitude and longitude
14.05
Ability to link GIS data to get address, location,
14.06
Provide the ability to query/view the proposed
systems database for locations, parcels, site
14.07
Maricopa County
Assessors Office
Interface with Maricopa County Assessors Office to
verify/import specific information relating to a
permit such as:

•Parcel Number

•Property Owner
Inbound
For property ownership the integration will be
initiated in two different events. When looking up a
property with a real‐time API call that will be made
to the Maricopa County Assessors API. The second is
a nightly sync with the Maricopa County Assessors
API to ensure all owner ship information is accurate
inside the system. During the nightly process, any
change of ownership will be documented and stored
for historical purposes.
Maricopa County Assessors
Office has a functioning API
that can be integrated and
authentication integration
requirements.
Flat file integration options
are available but not
preferred.
Clariti ownership information
changes will not feed back
into the Maricopa County
Assessors data base.
14.08
Interface with QAlert to retrieve citizens complaint
information and create a case
Inbound
When a request in QAlert is created a API call will be
made to Clariti to create the case to manage its
lifecycle.
QAlert will be able to call a
Clariti API during the creation
of a case in their system.
14.09
Update QAlert with Inspection Result, Notes, Violation Outbound
During Case information updates on inspections,
notes, and violation information the Qalert record
will be updated with a API call to Qalert.
14.10
Laserfiche Interface
The new system must
• Generate the Permit in PDF format
• Generate the Text File with some data points not
limited to: Business Group Name, Project ID,
Address, Project Name, Permit Type, Location of the
file)
• Place the files in a central location where
Outbound
14.11
• The new system must integrate with Blue Beam to
provide the ability to track and manage concurrent
plan reviews by multiple departments with electronic
signatures
Bi-directional
14.12
• Bluebeam comments must be updated into the plan
review application/case
Inbound
14.13
Ability to associate GLs specific to a department
14.14
Ability to update, add or remove department's
14.15
Ability to map fees to GL. Each department may
have one to many (i.e., Licensing, Engineering,
14.16
The system must use the Liability GL to zero balance
the daily detailed GLs for the department’s
14.17
Munis File extract must reflect GL Credits and GL
Liability Debits for the following Scenarios (Payments
Received, Voids, Refunds?, Transfers, Overpayment,
Payment made using account balance aka previous
14.18
For each payment processed - there must be one file
extract to update all the payments that were
14.19
For each payment there must also be a file extract
from MUNIS into the prospective new system to
confirm all payments have been received,
14.20
Ability to track if the payments result in insufficient
funds and apply a standard fee for non payment
14.21
Ability to match existing Munis fixed width file
14.22
iNovah
Interface between the new system and the cashiering
system to minimize duplicate data entry by Cashiers.

•Provides a direct lookup of business data for cashier
validation purposes, real time payment processing,
and a batch or standard file load for payment
processing
•Credit card transactions (charges and cancellations)
Bi-directional
INovah make a API call to
Clariti to retrieve application
payment information and post
a payment.
14.23
Paymentus
Interface between the new system and Paymentus to
allow online payments, real time payment processing
Bi-directional
14.24
Active Directory
Integrate with Active Directory to allow Single Sign On Inbound
Because Clariti is built on the Salesforce platform, it
can integrate with Active Directory using the
Salesforce Active Directory Connector. This
connector enables user authentication through
Active Directory credentials, allowing users to
access Clariti without the need for separate login
credentials. The connector also provides automatic
user provisioning and deprovisioning based on
changes to user accounts in Active Directory,
ensuring that user access remains up to date and
aligned with Active Directory policies. Additionally,
the connector supports single sign-on (SSO) between
Clariti and other applications that use Active
Directory for user authentication
14.25
AROC
Integrate with Arizona Registrar of Contractors to
support business lookup to see if the contractors
have an active license in AZ
Inbound
For contractor licensing the integration will be
initiated at two different events. When looking up
or adding a contractor in Clariti and the second is a
nightly sync of the contractors. Workflow
configuration will leverage the integration to apply
any business rules required for active contractors
during the application process. During the nightly
process, any change to contractors license
information will be updated according the interface
design specifications.
14.26
North Star
Integrate with North Star to get Meter and other
information storied in NorthStar per property/parcel
Inbound
https://www.northstarutilities.com
BlueBeam
Munis
Bi-directional
ATTACHMENT 1 - SYSTEM REQUIREMENTS
14.0 System Interfaces
System
(ESRI GIS software)
Inbound
QAlert
(GlendaleOne)
Clariti provides an out-of-the-box integration with
ESRI GIS. Truepoint will configure this integration
with your existing account.
Clariti provides an out-of-the-box integration with
Bluebeam. Truepoint will configure this integration
with your existing account to enable tracking and
management of plan reviews across multiple
departments, tracking comments and other
correspondence with the customer in Clariti.

Requirement
Existing/
Included out of
box
Can be Configured
Available as an
extension with
partner
Planned for
next release
Not Available
Comments
Systemwide
15.01
Provide API's to pull all data (Individual records) that a
user can view, workflow or transaction related
timestamps and status changes
X
Clariti provides APIs to allow users to access and extract data
stored within the system. This includes individual records, as
well as information related to workflows and transactions, such
as timestamps and status changes.
15.02
Provide API's to pull all data (Set of data) that a user
can view, workflow or transaction related timestamps
and status changes
X
The data that can be pulled through Clariti's APIs includes all
data that a user has permission to view, as well as workflow or
transaction-related timestamps and status changes. This allows
users to integrate Salesforce data with other systems and
automate processes, making it easier to manage and analyze
data. The APIs are designed to be flexible and can be used to
extract data in a variety of formats, making it possible to
customize the data extraction process to meet the City's
specific needs.
15.03
Data Exchange using SFTP location to ingest all data
within the system multiple times during the day
Clariti provides a secure SFTP solution that can be used to
exchange data with other systems or platforms.
15.04
Provide full database query access
Clariti provides APIs to access the data in its database.
ATTACHMENT 1 - SYSTEM REQUIREMENTS
15.0 API

City of Glendale, AZ
Permitting and Plan Review System
1
Attachment 2 – Offeror's Project Plan
Implementation Methodology
System implementation is a critical activity that sets the tone for the City’s ongoing use of the
Clariti system. A TruePoint implementation team will lead project management, working in
partnership with City staff to confirm that this project is delivered on time and within budget. The
TruePoint Implementation Strategy requires customers to be active team members in the
implementation to ensure the solution ultimately meets their needs, as all TruePoint project tasks
require input, prerequisite tasks, development, and extensive reviews from the customer.
Our Strategy is a multi-stage approach to project implementation wherein all related activities
and deliverables are identified and managed as follows.

City of Glendale, AZ
Permitting and Plan Review System
2
Project Management
As noted above, TruePoint will use a proven Implementation Methodology in the building,
testing, and deployment of the new solution. Our methodology is a five-stage approach to
project implementation wherein all related objectives, activities and deliverables are identified.
The Project Manager will lead our project team to ensure all tasks are progressing according to
schedule. The PM is empowered to make decisions to best suit the City’s needs. The PM will
work closely with the remainder of our proposed project team, which comprises industry
professionals who are highly experienced in implementing our solutions. Project management
services are defined as the following activities:
• Development and Management of a Project Plan: Our project management team will
develop a realistic and detailed project plan that will serve as the timeline for all activities
comprising this implementation. The project plan is a Microsoft Project document, and will
be updated periodically. All status updates will include the most recent update to the
project plan, as required.
• Issue Log Management and Escalation: During scheduled implementation meetings, it is
incumbent upon our Project Manager to identify and bring forth discussion on any issues for
immediate resolution. The PM will ensure the ongoing maintenance of an issue log, wherein
issue severity, resolution, assignments, and timelines are documented throughout the
implementation.
• Status Reporting: We will provide a bi-weekly status report that outlines completed tasks,
upcoming tasks and resources needed, an updated version of the project plan, and a listing
of any issues that may place the project at risk (e.g., issues that may delay the project or
jeopardize one or more of the go-live dates).
• Change Management: Change management is handled at the operations management
level, where our Project Manager is empowered to make decisions and approvals relative to
change. Often change orders can be affected through appropriate management of other
tasks, without change in costs or significant changes to project timelines. All change orders
will be documented and approved prior to execution.
• Resource Management: Effective management of all technical resources is imperative. With
guidance from our executive team, our Project Manager is empowered to make decisions on
how, when, and where resources are allocated to specific activities throughout the
implementation.
• Executive Project Oversight and Quality Assurance: A regional services team leader will
provide executive level oversight and, in partnership with Village staff, review quality testing
results.

Although a project plan is very important for all projects, our references will attest to how easy
and flexible TruePoint is to work with. We will adapt and adjust to changes that come up during
the project with the ultimate goal of project success for all our customers.

City of Glendale, AZ
Permitting and Plan Review System
3
Project Team Org Chart
As we have noted in our proposal Letter, TruePoint is
proposing a team of resources with not only a profound
history of successful experience on projects of this very
nature, but also with a firmly established local presence.
This project will be led by resources from our Tucson
office, all of whom hope to bring their Public Sector talents
and profound institutional knowledge to the City of
Glendale. We are among the most experienced companies
to provide the services the City seeks for your project
work.
Training
The TruePoint team will plan multiple opportunities for
Implementation Training for the City over the course of the
project. There will be initial Product Overview and Basic
Concepts training. There will also be trainings planned to
educate the project team in parallel with the needed
configuration and testing skills required throughout the
implementation. TruePoint Solutions will spend time
explaining how the software works and will review with
City staff so they will understand how the solution was
built, how they can build their parts of the solution, and
where documentation exists.
Implementation (Core Team) Training Classes will include
the following:

Product Overview and Basic Concepts Training

Technical Systems Configuration Training

GIS Integration Tool Training
Train-the-Trainer Classes
TruePoint provides a variety of user and administrator training courses that are designed to
orient, educate, and reinforce the core concepts behind the operation and management of the
Clariti solution. For this engagement, the TruePoint team recommends using a “train the trainer”
approach. This approach allows customers to use existing personnel to conduct user training
classes during and after the project implementation. TruePoint and the City team will work
together to identify the end user sessions needed. This will be done by identifying the daily
processes and functional groups. Also, before scheduling the train-the-trainer sessions, the
configuration of the processes should be in a state close to final in order to avoid any retraining
efforts.
Kent Johnson
Chief Executive Officer
Ernie Philips
Public Sector
Practice Manager
Daniel Venditelli
Technical Consultant
Clariti Resource
James Wikkerink
Prinicipal Solutions
Architect
Clariti Resource
Nicki Decloux
Prinicipal Solutions
Architect
Christine Cannon
Implementation
Consultant

City of Glendale, AZ
Permitting and Plan Review System
4
The methods used for a train-the-trainer delivery include first teaching the course to the
designated instructors. Upon completion of that step the students are given assignments of
sections of that course to study and teach to the other students within a specified timeframe. The
potential instructors teach the others and the TruePoint instructor in the classroom. Peer and
TruePoint instructor feedback and critique is given and that process is repeated for all the other
students. Using this format, we can train these power-users in all aspects of the application from
the perspective of a common user, a technical/administrative user, and a trainer.
User and Administrator Classroom Training
A combination of both remote-based and on-site training courses may be utilized for the City’s
project, depending on the City’s preference. These courses can be generic or tailored to match
the City’s configuration. Class lengths vary between two hours and multiple days and limit the
number of attendees to between 7 and 15 participants at a time. During end user training,
TruePoint’s trainer will guide each user group through the screens, functions, and features that
pertain to their job roles. These structured and formal sessions will provide hands-on experience
using the actual system. Some exercises will be trainer-led, while others will allow users to
experience the system independently and at their own pace.
City Implementation Responsibilities
The following table provides TruePoint’s expected list of City Resources and Implementation
Responsibilities. When staffing the implementation, it is important to consider available
resources, internal skills, competing priorities, and project timing. The table below is a sample of
TruePoint’s generally recommended agency-side staffing to support implementations. In general,
this guideline assumes an apprenticeship approach to the implementation. TruePoint’s
Professional Services team will execute project tasks while also transferring system maintenance
and configuration knowledge to City staff.
Agency Resources
Responsibilities
Project Sponsor

Ultimate responsibility for the success of the project

Creating an environment that promotes project buy-in

Participate in monthly steering committee meetings

Driving the project through all levels of the Agency

High-level oversight throughout the duration of the project

Serving as the primary escalation point to address project issues in a timely
manner
Project Manager

Overall administration, coordination, communication, and decision- making
associated with the implementation

Planning, scheduling, coordinating, and tracking the implementation with
TruePoint and within the Agency

Ensuring that the project team stays focused, tasks are completed on
schedule, and that the project stays on track
Core Team Members
A user representative for each affected department must be appointed to facilitate
analysis and configuration and serve as a decision-making entity for that group.
These critical appointments may well determine the success of the implementation
for their respective areas. Responsibilities include:

Attending requirements workshop sessions

City of Glendale, AZ
Permitting and Plan Review System
5

Willing and able to gather data and make decisions about business processes

Assist in the creation of specifications for reports & conversions

Review and test the system configuration, reports, & conversion

Participating in the implementation of the Clariti solution
Subject Matter Expert
(SME)
Responsibilities include:

Being trained on Clariti at a System Administration level

Being fully engaged in the Business Analysis and system configuration
activities

Assist internal efforts towards the creation of reports & conversions

Assist in the review and testing of the system

Actively participate in the full implementation of Clariti
Technical Lead
Responsibilities include:

Primary responsibility for the technical environment during the software
implementation

Ensure that servers, databases, network, desktops, printers, are available for
system implementation and meet minimum standards

Work with TruePoint technical personnel during implementation

Maintain test and production databases

Perform day-to-day maintenance of the system and install maintenance
releases

Act as the primary technical resource for troubleshooting problems

Establish and maintain backup, archival, and other customary maintenance
and housekeeping activities

Role
Time Expectation
Project Sponsor
4 hours per month
Project Manager
80 hours per month
Core Team Members
120 hours per month
Subject Matter Experts (SME)
80 hours per month
Technical Lead
40 hours per month

Sample Project Plan including phases, tasks, timeline
TruePoint Solutions is providing the following Sample Work Plan and Schedule for sample
purposes only. We would expect to develop the final Work Plan and Schedule in conjunction with
the City as part of the project kick-off event.

05/10/2023
EXHIBIT B
Permitting and Plan Review System
COMPENSATION
METHOD AND AMOUNT OF COMPENSATION
Payment Terms of NET 30 days shall be applied by the City. Payment terms to apply after receipt of invoice or final
acceptance of the products/services, whichever is later.
NOT-TO-EXCEED AMOUNT
The total amount of compensation paid to Contractor for full completion of all work required by the Project during
the entire term of the Project must not exceed $2,000,000.
DETAILED PROJECT COMPENSATION
Implementation Costs
Interfaces and Integration $125,400.00
Data Conversion $ 47,500.00
Professional Services $480,841.55 (2914 hours @ $165.00/hour) Training $ 18,512.65
Expenses $ 19,000.00
Total $691,254.20
Subscription Annual Cost
Year 1 $222,927.00
Year 2 $222,927.00
Year 3 $234,120.60
Year 4 $245,826.63
Year 5 $258,117.96
Total $1,184,009.19
GRAND TOTAL $1,875,218.39
Notes:
1. Warranty is provided concurrent to licensing subscription, provided that all Clariti application
managed packages are kept within one year up to date.
2. All User Licenses enable the users to use up to 30 custom objects beyond those in Clariti's product
managed packages, provided they are within the scope of, and for use exclusively with, the Clariti
permitting and licensing product application
3. All Community Licenses enable users assigned this license to access up to 10 custom objects
beyond those included in Clariti's product managed packages.
4. Clariti product Admin User License is included at no cost.

05/10/2023
EXHIBIT 1
Software License Agreement

SOFTWARE AGREEMENT

THIS SOFTWARE AGREEMENT (the “Agreement”) is made between CLARITI CLOUD INC., of 422 Richards St,
Suite 170, Vancouver, BC, V6B 2Z4 (“CLARITI”) and the City of Glendale, Arizona, (the “Customer”), and is effective
as of the effective date specified in the first Order (defined in Section 1.1) made between the parties (the “Effective
Date”). Unless otherwise defined herein, capitalized terms used in this Agreement have the meanings set out in Section
14.
NOW THEREFORE, for valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the
parties agree as follows:
1. INTRODUCTION
1.1
Orders. CLARITI owns and operates CLARITI, a proprietary, modular, web-based software solution for
governments (the “CLARITI Platform”), accessible through the Apex Platform™ online platform (the “Apex
Platform”) operated by Salesforce.com Inc. (“Salesforce.com”). The details of Customer’s access to and use of
the CLARITI Platform, including the number of authorized Users (defined in Section 4.1), will be specified in
purchase orders sent from the Customer to CLARITI from time to time in such form approved by CLARITI
(each an “Order”), which are governed by and form part of this Agreement.
1.2
SFDC Agreement. Customer’s access to and use of the Services will depend on the Apex Platform (also referred
to as an “Org”), which is operated and controlled solely by Salesforce.com, and is subject to the Customer’s
acceptance of the Salesforce.com End User Subscription Agreement, attached hereto as Exhibit “2”, as may be
amended by Salesforce.com in accordance with its terms (collectively the “SFDC Agreement”) and which is
incorporated by reference as part of this Agreement. By executing this Agreement, Customer acknowledges and
signifies to CLARITI and Salesforce.com that Customer has understood and agreed to the SFDC Agreement. To
the extent of any inconsistency or conflict between this Agreement and the SFDC Agreement, then this
Agreement will take priority and govern regarding Customer’s access to and use of the CLARITI Platform and
the relationship between Customer and CLARITI, and the SFDC Agreements will take priority and govern
regarding Customer’s access to and use of the Apex Platform and the relationship between Customer and
Salesforce.com.
2. TERM AND SERVICES
2.1
Term of Agreement and Orders. Unless terminated earlier by either party pursuant to this Agreement, the initial
Term of this Agreement will commence on the Effective Date and will remain in effect for the period outlined
in the first Order made between the parties (the “Initial Term”). This Agreement will automatically renew for
additional one (1) year periods (each a “Renewal Term”), unless: (a) expressly stated otherwise in an Order; (b)
terminated earlier pursuant to this Agreement; or (c) either party gives notice of non-renewal to the other party
by no later than ninety (90) days before the end of the Initial Term or the then-current Renewal Term. Collectively,
the Initial Term and all Renewal Terms are referred to collectively as the “Term”. The term of each Order will
commence on the effective date specified on the Order and expire on the expiration date specified in the Order,
unless terminated earlier pursuant to this Agreement or the terms of the Order. Any Customer request for changes
to the Order quantity must be submitted at least thirty (30) days before renewal. Each Order will automatically
renew for additional one (1) year periods at the list price and quantity in effect at the time of renewal unless: (i)
the Order is terminated earlier pursuant to this Agreement; (ii) either party gives notice of non-renewal to the
other party by no later than ninety (90) days before the end of the then-current term of the Order; or (iii) the
Order expressly states that it will not automatically renew.

05/10/2023
2.2
SAAS Services. Subject to the terms and conditions of this Agreement, CLARITI will use commercially
reasonable efforts to provide the following services (collectively, the “SAAS Services”) to the Customer during
the Term: (a) the CLARITI Platform modules specified in valid and subsisting Orders; and (b) online training and
technical support materials for those CLARITI Platform modules.
2.3
Changes to Services. The Customer may request, and CLARITI may in its discretion provide, an upgrade or
downgrade in the level of SAAS Services, and the applicable Services may be amended, modified or supplemented
pursuant to such request with mutual consent and in a written form satisfactory to CLARITI (a “Change Order”).
Change Orders may require changes in the applicable fees payable by the Customer, and any such changes will be
specified in the Change Order and payable by the Customer in accordance with the terms of the Change Order.
Notwithstanding anything in this Agreement: (a) CLARITI may in its discretion change the Services from time
to time, provided such any such change does not diminish the functionality of the Services on which the Customer
materially relies; and (b) Salesforce.com may make changes to the Apex Platform that may impact the Services.
2.4
Technical Support Services. CLARITI shall provide technical support to Customer regarding the use and
operation of the Product that was configured or developed by CLARITI pursuant to this Agreement. The terms
and conditions of including but not limited to support service hours and availability, service levels targets and
severity levels are outlined in the CLARITI Technical Support Agreement, attached hereto as Exhibit “3.
3. FEES AND PAYMENT TERMS
3.1
SAAS Fees. The Customer will pay to CLARITI the fees for the SAAS Services (the “SAAS Fees”) upfront
annually, and in accordance with the payment instructions detailed in each Order or Change Order (as applicable).
Unless otherwise expressly provided in an Order or Change Order, any SAAS Services added during a billing
period will be subject to payment of SAAS Fees for a minimum of 12 months. All SAAS Fees will be based upon
the total quantity of SAAS Services specified in applicable Orders and Change Orders, whether or not the
corresponding SAAS Services are actively used during the billing period. SAAS Fees payable under this Agreement
are: (i) non-refundable; and (ii) exclusive of any and all taxes, withholdings and other levies and imposts applicable
thereon (“Taxes”), and such Taxes will be invoiced together with the SAAS Fees, unless Customer is exempt
from such Taxes. Unless otherwise expressly set out in an Order or Change Order (as applicable), all invoices for
the SAAS Services are payable thirty (30) days after delivery. CLARITI reserves the right to change the SAAS
Fees with respect to existing service levels on an annual basis, at the end of the Initial Term or the then-current
Renewal Term, upon at least thirty (30) days prior written notice to Customer (which may be sent by email).
3.2
Failure of Payment. Interest will accrue on any amounts overdue and outstanding at a rate of eighteen percent
(18%) per annum, calculated daily. Without limiting any other remedy available to CLARITI, in the event that
any of the Customer’s payment obligations are overdue and outstanding, CLARITI may, in its discretion: (a)
terminate this Agreement immediately upon notice to the Customer; and/or (b) suspend its obligations to the
Customer relating to the SAAS Services until such time as all amounts due and owing under this Agreement are
paid in full.
4. USE OF SAAS SERVICES
4.1
Grant. Subject to the terms and conditions of this Agreement, CLARITI hereby grants to the Customer a limited,
non-exclusive, non-transferable, non-sub-licensable right to access and use the SAAS Services during the Term
for its internal business purposes through its authorized representatives (each a “User”) with a valid and subsisting
account (each an “Account”) and username and password issued by or on behalf of CLARITI (collectively,
“Codes”). Customer will appoint and authorize one or more Users to appoint other Users and administer
Customer’s use of the SAAS Services. Customer will not authorize more Users than the number of Users specified
in an Order or a Change Order, as applicable. Customer is fully responsible and liable for, and bears all risks
relating to, all use of the SAAS Services by Users and all acts or omissions by Users and will ensure that all Users
comply with the terms of this Agreement.
4.2
Accounts/Codes. Accounts and Codes are specific to the User for whom they are issued. Customer will ensure
that all Users keep their Codes secure and confidential at all times and not permit any other person to use their

16
05/10/2023
Account or Codes, and immediately notify CLARITI if they suspect that any Account or Code has become known
to or used by any unauthorized person. Customer is responsible for the security of Customer Codes and use of
Customer Codes and Customer Accounts. If CLARITI, in its discretion, considers a Code to be insecure or to
have been used inappropriately, then CLARITI may immediately cancel the Code without notice to Customer
and the affected User. Codes may not prevent unauthorized access to Customer Data or other information that
Customer and Users may use in connection with the SAAS Services. CLARITI is under no obligation to verify
the actual identity or authority of the User of any Codes, Accounts or the SAAS Services, and is not responsible
or liable for unauthorized access to the SAAS Services or any unauthorized or alteration, theft or destruction of
any information contained therein through accident, fraudulent means or devices, or any other method, unless it
is the direct result of CLARITI’s gross negligence.
4.3
Admin User License. The SAAS Services require a minimum of one (1) Admin User License to be quoted and
purchased by the Customer, in addition to a minimum of one (1) Admin User License to be purchased for every
tranche of 50 Platform User Licenses purchased.
4.4
Full Sandbox. The SAAS Services require one (1) full Salesforce sandbox (the “Full Sandbox”) to be quoted and
purchased by the Customer for the purposes of receiving ongoing CLARITI Platform updates. The Full Sandbox
will be refreshed to match the Salesforce Production Org on a quarterly basis. The Full Sandbox may be used by
other parties and for other purposes with the understanding that they are aware and responsible for preserving
any of their modifications, as the quarterly sandbox refresh will remove those changes to match the Production
Org.
4.5
Customer Community Services. Customer understands that for certain SAAS Services identified as Customer
Community or Community Plus Services on an Order or any Change Order (as applicable), if Customer User
logins in the applicable Org exceeds the Permitted Number of Monthly Logins (as described in the Order or
Change Order) in each of four consecutive calendar months, the Customer will be charged 1.5 times the per-
Login price (based on the “Monthly/Unit Price” specified in the Order or Change Order) for each excess
Customer User login in such fourth month and in each consecutive month thereafter in which the aggregate
number of Customer User logins in the Org exceeds the Permitted Number of Monthly Logins. Such additional
fees will be charged to Customer monthly in arrears. Unused logins are forfeited at the end of each month and
do not roll over to subsequent months. The beginning and end of each calendar month will conform to U.S.
Pacific Time.
4.6
Audit. CLARITI may audit use of SAAS Services through the CLARITI Platform and the Apex Platform. Should
any audit reveal any unauthorized use of SAAS Services, Customer agrees to pay to CLARITI, within thirty (30)
days of CLARITI's notice of the audit results, CLARITI’S then-current pricing for the applicable SAAS Services
showing unauthorized use (taken as a group), beginning with the date of the first violation through the period of
unauthorized use (the “True Up Payment”). Upon payment of the True Up Payment, all SAAS Services showing
unauthorized use will be converted into compliant SAAS Services and invoiced at CLARITI's then-current list
pricing for the remainder of the Term.
4.7
Restrictions. Except as expressly permitted by this Agreement, the Customer will not, nor will it allow any User
to, directly or indirectly: (a) copy, modify or create derivative works or improvements of the SAAS Services; (b)
rent, lease, lend, sell, sublicense, assign, distribute, publish, transfer or otherwise make available the SAAS Services
to any person; (c) reverse engineer, disassemble, decompile, decode, adapt or otherwise attempt to derive or gain
access to the source code of the SAAS Services or any part thereof; (d) bypass or breach any security measures
used by the SAAS Services; (e) input, upload, transmit or otherwise provide to or through the SAAS Services any
information or materials that are unlawful or injurious, or contain, transmit or activate any virus, trojan horse,
worm, backdoor, malware or other malicious computer code; (f) transmit, or otherwise export the SAAS Services
or underlying information or technology; (g) damage, destroy, disrupt, disable, impair, interfere with or otherwise
impede or harm in any manner the SAAS Services; (h) remove, delete, alter or obscure any trade-marks,
specifications, warranties or disclaimers, or any copyright, trade-mark, patent or other intellectual property or
proprietary rights notices from the SAAS Services; (i) provide any usernames, passwords or other information
which would permit access to the SAAS Services to any person who does not have authorized access from

05/10/2023
CLARITI; (j) send spam or otherwise duplicative or unsolicited messages prohibited by applicable law; (k) to
interfere with or disrupt the integrity or performance of the SAAS Services or the Apex Platform or the data
contained therein; or (l) otherwise access or use the SAAS Services beyond the scope of the authorization
expressly granted in this Agreement.
5. PROPRIETARY RIGHTS
5.1
Rights Reserved. CLARITI is and will remain the sole and exclusive owner of the Services, the CLARITI Platform
and the CLARITI Marks, including without limitation any updates, modifications, customizations or derivative
works thereof. Salesforce.com is and will remain the sole and exclusive owner of the Apex Platform and all related
content, software and technologies. Except for the rights and licenses expressly granted in this Agreement, neither
party grants to the other party any Intellectual Property Rights under this Agreement, and all such rights, title and
interests are hereby retained and reserved.
5.2
Feedback. The Customer hereby grants to CLARITI a worldwide, royalty-free, transferable, sublicensable,
irrevocable, perpetual, unrestricted license to use or incorporate into the Services any suggestions, enhancement
requests, recommendations or other feedback provided by the Customer or its Users relating to the Services. For
certainty, CLARITI will have no obligation to modify the Services to implement any suggestions,
recommendations or other feedback provided by the Customer or its Users. Furthermore, for the purposes of
improving the CLARITI Platform:
(a)
Access to Personnel. Customer will make available to CLARITI’s authorized representatives the personnel
from the Customer’s leadership, IT, and user groups at CLARITI’s request with reasonable notice to
provide feedback on the Services in the form of surveys, phone calls, video and face to face meetings.
(b)
Integration – Existing Salesforce Apps and Org. For the purposes of improving the Services’ integration
into a Customer’s existing Salesforce Org with existing applications, within three (3) months of the initial
order of any Services, the Customer or CLARITI partner will refresh the Full Sandbox provided in Section
3.1(a) to match production, install the applicable Services in the refreshed Org, test business critical
processes, resolve any conflicts, and then move CLARITI assets into the production environment. The
CLARITI assets will be unconfigured.
6. CONFIDENTIALITY
6.1
Obligation. Receiving Party hereby acknowledges that the Disclosing Party’s Confidential Information is an asset
of considerable value, the unauthorized use or disclosure of which would be damaging. Receiving Party will, during
and subsequent to the Term: (a) keep the Confidential Information of the Disclosing Party confidential and use
such Confidential Information solely for the purposes of exercising its rights and performing its obligations under
this Agreement; (b) not directly, or indirectly, without authorization from the Disclosing Party reveal, report,
publish, disclose or transfer such Confidential Information to any third party; (c) utilize procedures constituting a
high degree of care to maintain the security of such Confidential Information and in no event less than a reasonable
standard of care under the circumstances; and (d) disclose such Confidential Information to its employees and
contractors, solely on a need-to-know basis as reasonably required under this Agreement, provided that, any access
or disclosure to the Disclosing Party’s Confidential Information that is granted by the Receiving Party to its
employees and contractors will first require the Receiving Party to enter into a written agreement with each such
employee and contractor that contains confidentiality and non-use obligations that are at least as protective as the
provisions hereof. For certainty, and notwithstanding the foregoing, Customer acknowledges and agrees that
CLARITI may disclose Customer’s Confidential Information to Salesforce.com solely to the extent necessary to
provide the Services in accordance with this Agreement.
6.2
Legal Disclosure. If a Receiving Party is required by law or court order to disclose any Confidential Information
of the Disclosing Party, such Receiving Party will: (a) first notify the Disclosing Party of same in writing and
without delay; and (b) cooperate with the Disclosing Party, and use its own best efforts, to limit any such disclosure
to the minimum disclosure necessary to comply with such law or court order.

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6.3
Return of Confidential Information. Subject to the terms of this Agreement, Receiving Party will return or
irretrievably destroy the Confidential Information of the Disclosing Party within thirty (30) days after such request
from the Disclosing Party. If requested by the Disclosing Party, the Receiving Party will provide a statutory
declaration certifying the return or destruction (as applicable) within five (5) days thereafter.
6.4
Injunctive Relief. Each party acknowledges and agrees that should it breach its obligations of non-disclosure under
this Section 6, the other party may suffer harm which may not be adequately compensated by monetary damages.
In such event, the non-breaching party may, in addition to any other remedy available in law or equity, seek specific
performance and injunctive or other equitable relief without bond or proof of damages.
7. CUSTOMER DATA
7.1
Ownership of Customer Data. As between CLARITI and the Customer, the Customer is and will remain the
sole and exclusive owner of all Customer Data.
7.2
Consent and License of Customer Data. The Services may require that CLARITI and Salesforce.com access, use,
process and transmit Customer Data, and certain modules of the SAAS Services or additional functionalities may
result in Customer Data being transmitted from the Apex Platform to other computer systems. Customer
authorizes and consents to such use of Customer Data by CLARITI and Salesforce.com, and hereby grants to
CLARITI and Salesforce.com a non-exclusive, royalty free, world-wide right and license during the Term to
access, copy, process and otherwise use Customer Data as may be required to provide and improve the Services,
perform CLARITI’s obligations under this Agreement or to create Anonymized Data. For certainty, CLARITI
will be the sole and exclusive owner of all Anonymized Data.
7.3
Storage/Return of Customer Data. Customer Data is stored by Salesforce.com in the Apex Platform and is
subject to the SFDC Agreements. At any time upon request by Customer during the Term, and within thirty (30)
days after the end of the Term, CLARITI will request that Salesforce.com return all Customer Data in the Apex
Platform to Customer in accordance with SFDC Agreements. Notwithstanding anything in this Agreement,
CLARITI and Salesforce.com are not responsible for the privacy, security or integrity of Customer Data that is
transmitted outside the Apex Platform.
7.4
Customer Data Disclaimer. Customer Data will be disclosed to Salesforce.com as a result of the Customer’s use
of the SAAS Services. CLARITI has no control over, or any responsibility for, Salesforce.com’s collection, use,
storage or disclosure of Customer Data. Except as otherwise provided in this Agreement, CLARITI makes no
representation, warranty, condition or guarantee of any nature or kind whatsoever, whether express, implied or
statutory, or arising from custom or trade usage or by any course of dealing or course of performance, regarding
Customer Data, and disclaims any and all responsibility and liability for Customer Data to the fullest extent
permitted by law.
7.5
Personal Information. For certainty, CLARITI’s processing of Customer Data pursuant to this Agreement will
not involve the use of Personal Information.
8. REPRESENTATIONS, WARRANTIES AND COVENANTS
8.1
Customer. Customer represents, warrants and covenants to CLARITI that now and at all times during the Term:
(a) Customer has the right, power, capacity and authority to enter into and perform its obligations under this
Agreement and to grant the licenses, authorizations and permissions set forth in this Agreement; (b) the Customer
will ensure that it has obtained all necessary consents relating to Customer Data prior to making any such data
available under this Agreement; (c) the provision of any Customer Data to CLARITI and the use of such
Customer Data by CLARITI for the purposes described in this Agreement does not and will not violate or infringe
the rights of any person; (d) all information provided by Customer to CLARITI in an Order or Change Order is
true, accurate, current, and complete; and (e) the Customer will have sole responsibility for connectivity between
the Customer Systems and the internet and the security of the Customer’s link to the SAAS Services.
8.2
CLARITI. CLARITI represents, warrants and covenants to Customer that now and at all times during the Term:
(a) CLARITI has the corporate power, capacity and authority to enter into this Agreement, and (b) the Services

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will not infringe, or constitute an infringement or misappropriation of, any Intellectual Property Rights of any
third party. CLARITI warrants to Customer that it will repair any functionality that was configured or developed
by CLARITI pursuant to this Agreement and that has unexpectedly stopped working, all in accordance with the
Technical Support Agreement attached as Exhibit 2, provided that: (i) defects in functionality can only be
diagnosed by CLARITI; (ii) CLARITI is not required to repair any configuration or development performed by
a non-CLARITI entity and any functionality related to non-CLARITI payment processing (iii) the Customer is
up to date on the latest CLARITI managed package release updates; (iv) the Customer is currently in an active
Term and paying for all Services; and (v) Customer agrees (A) that their technical staff or system integrator staff
are responsible for performing appropriate due diligence and testing of new CLARITI releases in a sandbox or
pre-production environment prior to deploying these releases to the production environment, and (B) CLARITI
is not required to repair issues that arise due to not performing appropriate due diligence and testing.
9.
TERMINATION AND SUSPENSION
9.1
Termination for Cause. Either party may terminate this Agreement immediately upon notice if the other party
fails to correct a material breach of its obligations under this Agreement within thirty (30) days after receipt by
such other party of written notification from the notifying party of such material breach. This Agreement will
automatically and immediately terminate if Customer’s access to and use of the Apex Platform is prohibited by
Salesforce.com.
9.2
Effect of Termination. Upon termination or expiry of this Agreement for any reason pursuant to this Agreement:
(a) all Orders in effect will immediately terminate; (b) CLARITI will deliver to the Customer a final statement of
account and/or invoice for fees and charges accrued up to and including the date of termination or expiry, and
Customer will promptly pay all such outstanding fees and charges; and (c) any provision of this Agreement that
imposes an obligation after termination or expiry of this Agreement will survive such termination or expiry,
including without limitation, Sections: 3, 5, 6, 7 and 9 – 13 (inclusive).
9.3
Suspension of Services. CLARITI may suspend, terminate or limit, in CLARITI’s discretion, Customer’s (or any
of its Users’) access to or use of the Services, or any part of it, with reasonable notice in order to: (a) prevent
damage to, or degradation of the integrity of, CLARITI Systems or Customer Systems; or (b) comply with any
law, regulation, court order or other governmental request or order. CLARITI will use commercially reasonable
efforts to notify Customer of any such limitation, suspension or termination action as soon as reasonably
practicable. In the event of a limitation or suspension, CLARITI will restore Customer’s access to the Services
when CLARITI determines the event has been resolved. Nothing in this Agreement will limit CLARITI’s right
to take any action or invoke remedies or will act as a waiver of CLARITI’s rights in any way with respect to any
of the foregoing activities. Unless found to be done in bad faith, no such suspension will be a breach of this
Agreement by CLARITI, entitle Customer to a refund or suspension of fees, or give rise to any liability by
CLARITI to Customer or any other person.
10. INDEMNITY
10.1
Customer. Customer will defend, indemnify, and save and hold harmless CLARITI and its directors, officers,
and personnel from and against all third-party claims, demands, actions, causes of action, damage, loss, suits,
proceedings, costs, liabilities, expenses and charges arising from, connected with, or relating to: (a) Customer’s
use of the Services and the Apex Platform; or (b) any actual or alleged negligence, willful misconduct or breach
of this Agreement by Customer or any other person for whom Customer is under this Agreement or in law
responsible. Customer will assist and co-operate as fully as reasonably required by CLARITI in the defence of all
third-party claims and third-party proceedings.
10.2
CLARITI. CLARITI will defend, indemnify, and save and hold harmless Customer and its personnel and
representatives from and against all third-party claims, demands, actions, causes of action, damage, loss, suits,
proceedings, costs, liabilities, expenses and charges arising from, connected with, or relating to: (a) any actual
gross negligence, willful misconduct or material breach of this Agreement by CLARITI or any other person for
whom CLARITI is under this Agreement or in law responsible; or (b) allegations that the Services infringe or
misappropriate any Intellectual Property Rights of a third-party, except to the extent resulting from (i) Customer’s

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modification of the Services, or combination by Customer of the Services with other third-party products or
services, if the Services would not have been infringing but for such modification or combination, (ii) Customer’s
use of the Services in a manner not authorized herein or for which it was not designed, (iii) Customer’s failure to
use an updated, non-infringing version of the applicable intellectual property to the extent Customer was notified
that the update cured an infringement, or (iv) changes to the Services made by CLARITI at the direction of the
Customer. CLARITI will assist and co-operate as fully as reasonably required by Customer in the defence of all
third-party claims and third-party proceedings.
10.3
Possible Infringement. If CLARITI becomes aware of an allegation that the Services infringe a third party’s
Intellectual Property Rights, then CLARITI may: (a) obtain the right for the Customer, at CLARITI’S expense,
to continue using the Services; (b) provide a non-infringing functionally equivalent replacement for the Services
to the Customer; or (c) modify the Services so that they no longer infringe such third party’s Intellectual Property
Rights.
11. DISCLAIMER
EXCEPT FOR THE EXPRESS REPRESENTATIONS AND WARRANTIES PROVIDED IN THIS
AGREEMENT, THE SAAS SERVICES AND THE CLARITI PLATFORM ARE PROVIDED “AS-IS”,
AND CLARITI HEREBY DISCLAIMS ANY AND ALL GUARANTEES, REPRESENTATIONS,
CONDITIONS AND WARRANTIES REGARDING THE SAAS SERVICES AND THE CLARITI
PLATFORM, WHETHER IMPLIED OR STATUTORY, ORAL OR OTHERWISE, ARISING UNDER
ANY LAW OR OTHERWISE, INCLUDING WITHOUT LIMITATION, ANY GUARANTEES,
REPRESENTATIONS, CONDITIONS AND WARRANTIES WITH RESPECT TO ACCURACY;
CAPACITY; COMPLETENESS; DELAYS; DURABILITY; SECURITY; FITNESS FOR A PARTICULAR
PURPOSE; LACK OF VIRUSES OR OTHER HARMFUL COMPONENT, ERRORS, INTERRUPTED
SERVICE; MERCHANTABILITY; NON-INFRINGEMENT; PERFORMANCE; QUALITY; RESULTS;
SUITABILITY; TIMELINESS; TITLE; OR WORKMANLIKE EFFORT. THE SERVICES AND THE
APEX PLATFORM MAY BE AFFECTED BY NUMEROUS FACTORS BEYOND CLARITI’S
CONTROL. SECURITY AND PRIVACY RISKS CANNOT BE ELIMINATED. EXCEPT AS
EXPRESSLY PROVIDED IN THIS AGREEMENT, ACCESS AND USE OF THE SERVICES IS AT THE
CUSTOMER’S SOLE RISK.
NOTWITHSTANDING ANYTHING IN THIS AGREEMENT, CLARITI HEREBY DISCLAIMS ANY
AND ALL LIABILITY THAT MAY ARISE IN CONNECTION WITH THIRD-PARTY SOFTWARE OR
MATERIALS AND THEIR USE OR INCLUSION IN OR WITH THE SERVICES, INCLUDING
WITHOUT LIMITATION THE APEX PLATFORM AND SALESFORCE.COM, AND ANY CHANGES
MADE BY SALESFORCE.COM TO THE APEX PLATFORM THAT MAY IMPACT THE SERVICES.
THIS SECTION WILL APPLY TO THE FULLEST EXTENT PERMITTED BY LAW.
12. LIABILITY LIMITATION
NOTWITHSTANDING ANYTHING IN THIS AGREEMENT, CLARITI’S MAXIMUM LIABILITY TO
THE CUSTOMER UNDER THIS AGREEMENT WILL NOT EXCEED THE AGGREGATE AMOUNT
OF SAAS FEES PAID BY THE CUSTOMER TO CLARITI DURING THE TWELVE (12) MONTH
PERIOD PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
NOTWITHSTANDING ANYTHING IN THIS AGREEMENT, CLARITI WILL NOT BE LIABLE FOR
ANY INDIRECT, PUNITIVE, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING
OUT OF THIS AGREEMENT (INCLUDING, WITHOUT LIMITATION, LOSS OF BUSINESS,
REVENUE, PROFITS, GOODWILL, USE OR OTHER ECONOMIC ADVANTAGE) HOWEVER
THEY ARISE, WHETHER IN BREACH OF CONTRACT, BREACH OF WARRANTY, OR IN TORT,
AND EVEN IF CUSTOMER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES,
AND THE CUSTOMER HEREBY RELEASES CLARITI OF SAME. IN ANY EVENT, CLARITI’S

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LIABILITY UNDER THIS AGREEMENT WILL BE LIMITED ONLY TO DIRECT, VERIFIABLE
DAMAGES ARISING FROM CLARITI’S MATERIAL NON-FULFILMENT OR BREACH OF ANY
WARRANTY OR COVENANT, OR ANY MATERIAL MISREPRESENTATION, EXPRESSLY
PROVIDED UNDER THIS AGREEMENT.
THIS SECTION WILL APPLY TO THE FULLEST EXTENT PERMITTED BY LAW.
13. GENERAL
13.1
Entire Agreement. This Agreement, which includes: (a) each Order; (b) any Change Order; and (c) the
SFDC Agreement; constitutes the final, complete and exclusive agreement between the parties with respect
to the subject matter hereof, and supersedes any prior or contemporaneous agreement. Unless otherwise
expressly provided by this Agreement, to the extent of any conflict, the following order of precedence will
apply: (1) this Agreement; (2) a Change Order; (3) an Order; and (4) subject to Section 1.2, the SFDC
Agreements.
13.2
Interpretation. Headings in this Agreement are for convenience of reference only. Any rules of
construction relating to interpretation against the drafter of an agreement will not apply to this Agreement.
The word “including” (or includes) and words to the same or similar effect will be interpreted to mean
“including without limitation” (or includes without limitation). Words importing the singular number only
include the plural and vice versa. Words importing either gender include both genders. Except as expressly
set forth in this Agreement, the parties’ respective rights and remedies under this Agreement are cumulative
and not exclusive of any other rights or remedies to which the parties may be lawfully entitled under this
Agreement or at law or equity, and the parties will be entitled to pursue all of their respective rights and
remedies concurrently, consecutively and alternatively.
13.3
Assignment and Enurement. Customer may not assign this Agreement without CLARITI’s prior written
consent, which consent may be withheld in CLARITI’s discretion. CLARITI may assign all or any portion
of its rights and interests under the Agreement in its discretion without consent of the Customer. Users
are not parties to or beneficiaries of this Agreement. The provisions of this Agreement will enure to the
benefit of and be binding upon the parties and their respective successors and permitted assigns.
13.4
Publicity. CLARITI may reference Customer in CLARITI’s advertising and promotional activities and
materials and may list Customer in any listing or directory of CLARITI customers. Upon request by
CLARITI, Customer may, but will have no obligation to, provide CLARITI with Customer’s trademark or
logos for use in such promotional materials, lists and directories.
13.5
Waiver and Amendment. Except as expressly provided herein, no modification, amendment or waiver of
any provision of this Agreement will be effective unless in writing and signed by the parties hereto. No
failure or delay by a party in exercising any right, power, or remedy under this Agreement, except as
specifically provided herein, will operate as a waiver of any such right, power or remedy.
13.6
Governing Law. If the Customer’s address provided in the signature block of this Agreement is: (a) in
Canada or the United States, then this Agreement will be governed by the laws of the Customer’s province
or state and the federal laws applicable therein, and the parties will exclusively submit to such jurisdiction;
and (b) outside of Canada and the United States, then this Agreement will be governed by the laws of the
province of British Columbia and the federal laws of Canada applicable therein, and the parties will
exclusively submit to the jurisdiction of British Columbia. Notwithstanding the foregoing, each party will
be entitled to seek injunctive or other equitable relief in any jurisdiction with a reasonable connection to
the subject matter of this Agreement.
13.7
Force Majeure. Notwithstanding any other provision of this Agreement, CLARITI will not be liable to
Customer for any delay in performing or failure to perform any of its obligations under this Agreement to
the extent performance is delayed or prevented due to any cause or causes that are beyond CLARITI’s
reasonable control. Any delay or failure of this kind will not be deemed to be a breach of this Agreement

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by CLARITI, and the time for CLARITI’s performance of the affected obligation will be extended by a
period that is reasonable in the circumstances.
13.8
Notices. CLARITI may deliver Orders, invoices and other notices to Customer by email, facsimile, or
delivery to the addresses on record in CLARITI’s Customer file. Customer will give all notices to CLARITI
under this Agreement in writing delivered by courier, by email, or by facsimile transmission to CLARITI’s
current address for delivery specified on in the signature block of this Agreement, as may be updated from
time to time with notice.
13.9
Currency. All monetary amounts under this Agreement are in the currency of the United States, except
where expressly provided otherwise.
13.10 Independent Contractors. The parties are independent contractors. Neither party will be deemed to be an
employee, agent, partner, joint venturer or legal representative of the other for any purpose and neither
party will have any right, power or authority to create any obligation or responsibility on behalf of the
other.
13.11 Severability. If any provision of this Agreement is held by a court of competent jurisdiction to be invalid
or unenforceable, then such provision(s) will be construed, as nearly as possible, to reflect the intentions
of the invalid or unenforceable provision(s), with all other provisions remaining in full force and effect.
13.12 Counterparts. This Agreement may be executed electronically and in two or more counterparts, all of
which, taken together, will be regarded as one and the same instrument.
14. DEFINITIONS
(a)
“Anonymized Data” means Customer Data which has been stripped, manipulated or combined to provide
generalized anonymous information that cannot be reverse-engineered to identify the Customer or identify
an individual.
(b)
“CLARITI Marks” means CLARITI™, CLARITI CLOUD INC.™ and related logos and marks of
CLARITI.
(c)
“CLARITI Systems” means the information technology infrastructure used by or on behalf of CLARITI
in performing the Services, including all computers, software, hardware, databases, electronic systems and
networks.
(d)
“Confidential Information” means information that is not generally known to the public or that otherwise
constitutes a trade secret under applicable law, including without limitation, technical information, know-
how, technology, software applications and code, prototypes, ideas, inventions, methods, improvements,
data, files, information relating to customer identities and other customer information; provided that,
Confidential Information does not include any of the foregoing information that Receiving Party can
demonstrate: (i) has entered into the public domain through no wrongful act or breach of any obligation
of confidentiality by the Receiving Party; (ii) was in the lawful knowledge and possession of, or was
independently developed by, the Receiving Party prior to the time it was disclosed to, or learned by, the
Receiving Party hereunder as evidenced by written records; (iii) was rightfully received by Receiving Party
from a third party without a breach of such third party’s obligations of confidentiality; or (iv) was approved
in writing for release by the Disclosing Party. Confidential Information includes such information that was
disclosed by the Disclosing Party to the Receiving Party prior to the Effective Date.
(e)
“Customer Data” means information, data and other content, in any form or medium, that is collected,
downloaded or otherwise received, directly or indirectly, from the Customer or a User by or through the
Services.
(f)
“Customer Systems” means Customer’s information technology infrastructure, including computers,
software, hardware, databases, electronic systems (including database management systems), networks and
internet connectivity.

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EXHIBIT “2”
SALESFORCE.COM END USER SUBSCRIPTION AGREEMENT
FOR PLATFORM EMBEDDED EDITION OEM SERVICES SUBSCRIPTIONS
This governs the Customer’s access to and use of the Apex Platform and related services provided by
Salesforce.com. This SFDC Agreement exempts Salesforce.com and other persons from liability or limits their
liability and contains other important provisions that Customer should read. By signing the CLARITI Software
Agreement, Customer acknowledges and signifies that it has read, understood, and agreed to this SFDC
Agreement. If Customer does not accept and agree to this Agreement, Customer may not access or use the
Apex Platform.
1.
Definitions.
In this Agreement:
(a) “Addendum Services” mean the Platform, to the extent that it is hosted on the Public Cloud Infrastructure.
“Addendum Services” exclude, without limitation, any professional services, the CLARITI Application,
applications listed on the AppExchange, and other third-party applications and services.
(b) “AppExchange” means the online directory of on-demand applications that work with the Service, located
at http://www.appexchange.com or at any successor websites.
(c) “CLARITI” means Clariti Cloud Inc.
(d) “CLARITI Application” means the proprietary, modular, web-based software solution produced by Clariti
Cloud Inc.
(e) “Documentation” means the Trust and Compliance documentation for the Platform, and its usage guides
and policies, as updated from time to time, accessible via help.salesforce.com or login to the applicable
Addendum Service.
(f) “Org” means a separate set of Your Data and SFDC product customizations held by SFDC in a logically
separated database (i.e., a database segregated through password-controlled access).
(g) “Platform” means the online, Web-based platform service provided by SFDC to CLARITI in connection
with CLARITI’s provision of the CLARITI Application to You.
(h) “SFDC Service” means the online, Web-based application and platform service generally made available to
the public via http://www.salesforce.com and/or other designated websites, including associated offline
components but excluding AppExchange applications.
(i) “SFDC” means salesforce.com.
(j) “Users” means Your employees, representatives, consultants, contractors or agents who are authorized to
use the Service subject to the terms of this SFDC Agreement as a result of a subscription to the CLARITI
Application having been purchased for such User, and have been supplied user identifications and
passwords by You (or by Salesforce.com or CLARITI at Your request).
(k) “You” and “Your” means the customer entity which has contracted to purchase subscriptions to use the
CLARITI Application subject to the conditions of this SFDC Service Agreement, together with any other
terms required by CLARITI.
(l) “Your Data” means all electronic data or information submitted by You as and to the extent it resides in
the Service.
2.
Use of Service.
(a) Each User subscription to the CLARITI Application shall entitle one User to use the Service via the
CLARITI Application, subject to the terms of this SFDC Service Agreement, together with any other

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terms required by CLARITI. User subscriptions cannot be shared or used by more than one User
(but may be reassigned from time to time to new Users who are replacing former Users who have
terminated employment with You or otherwise changed job status or function and no longer require
use of the Service). For clarity, Your subscription to use the Platform hereunder does not include a
subscription to use the SFDC Service or to use it in connection with applications other than the
CLARITI Application. If You wish to use the SFDC Service or any of its functionalities or services,
to use another application other than the CLARITI Application, or to create or use additional custom
objects beyond those which appear in the CLARITI Application in the form that it has been provided
to You by CLARITI, visit www.salesforce.com to contract directly with SFDC for such services. In
the event Your access to the CLARITI Application provides You with access to the SFDC Service
generally or access to any SFDC Service functionality within it that is in excess to the functionality
described in the CLARITI Application’s user guide, and You have not separately subscribed under a
written contract with SFDC for such access, then You agree to not access and use such functionality,
and You agree that Your use of such functionality, Your use of applications other than the CLARITI
Application, or Your creation or use of additional custom objects in the CLARITI Application
beyond that which appears in the CLARITI Application in the form that it has been provided to You
by CLARITI, would be a material breach of this Agreement.
(b) Notwithstanding any access You may have to the Platform or the SFDC Service via the CLARITI
Application, CLARITI is the sole provider of the CLARITI Application and You are entering into a
contractual relationship solely with CLARITI. In the event that CLARITI ceases operations or
otherwise ceases or fails to provide the CLARITI Application, SFDC has no obligation to provide
the CLARITI Application or to refund You any fees paid by You to CLARITI.
(c) You (i) are responsible for all activities occurring under Your User accounts; (ii) are responsible for
the content of all Your Data; (iii) shall use commercially reasonable efforts to prevent unauthorized
access to, or use of, the Platform and the SFDC Service, and shall notify CLARITI or Salesforce.com
promptly of any such unauthorized use You become aware of; and (iv) shall comply with all applicable
local, state, federal and foreign laws and regulations in using the Platform and the SFDC Service.
(d) You shall use the Platform and the SFDC Service solely for Your internal business purposes and shall
not: (i) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise
commercially exploit or make the Platform or the SFDC Service available to any third party, other
than to Users or as otherwise contemplated by this SFDC Service Agreement; (ii) send spam or
otherwise duplicative or unsolicited messages in violation of applicable laws; (iii) send or store
infringing, obscene, threatening, libelous, or otherwise unlawful or tortious material, including
material that is harmful to children or violates third party privacy rights; (iv) send or store viruses,
worms, time bombs, Trojan horses and other harmful or malicious code, files, scripts, agents or
programs; (y) interfere with or disrupt the integrity or performance of the Platform or the SFDC
Service or the data contained therein; or (vi) attempt to gain unauthorized access to the Platform or
the SFDC Service or its related systems or networks.
(e) You shall not (i) modify, copy or create derivative works based on the Platform or the SFDC Service;
(ii) frame or mirror any content forming part of the Platform or the SFDC Service, other than on
Your own intranets or otherwise for Your own internal business purposes; (iii) reverse engineer the
Platform or the SFDC Service; or (iv) access the Platform or the SFDC Service in order to (A) build
a competitive product or service, or (B) copy any ideas, features, functions or graphics of the Platform
or the SFDC Service.
(f) Use of Addendum Services. Customer will be responsible for Users’ compliance with this Addendum,
the Documentation and the order form between CLARITI and Customer, and will comply with terms
of service of any Third Party Applications with which Customer uses Addendum Services. Customer
will not: (i) make the Addendum Services available to, or use the Addendum Services for the benefit
of, anyone other than Customer or Users, unless expressly stated otherwise in the Documentation,

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(ii) sell, resell, license, sublicense, distribute, make available, rent or lease the Addendum Services, or
include the Addendum Services in a service bureau or outsourcing offering, (iii) use the Addendum
Services or Third Party Applications to store or transmit infringing, libelous, or otherwise unlawful
or tortious material, or to store or transmit material in violation of third-party privacy rights, (iv) use
the Addendum Services or any Third Party Applications to store or transmit Malicious Code, (v)
interfere with or disrupt the integrity or performance of the Addendum Services or third-party data
contained therein, (vi) attempt to gain unauthorized access to the Addendum Services or its related
systems or network, (vii) permit direct or indirect access to or use of the Addendum Services in a way
that circumvents a contractual usage limit, or use any Addendum Services to access or use any SFDC
intellectual property except as permitted under this Addendum or the Documentation, (viii) copy the
Addendum Services or any part, feature, function or user interface thereof, (ix) frame or mirror any
part of any Addendum Services, other than framing on Customer’s own intranets or otherwise for its
own internal business purposes, or as permitted in the Documentation, (x) reverse engineer the
Addendum Services (to the extent such restriction is permitted by law), or (xi) access any Addendum
Services in order to build a competitive product or service or to benchmark with a non-SFDC product
or service. Customer’s or a User’s intentional violation of the foregoing, or any use of the Addendum
Services in breach of the SFDC Service Agreement , Documentation or the order form between
CLARITI and Customer, by Customer or Users that in SFDC’s judgment imminently threatens the
security, integrity or availability of SFDC’s services, may result in SFDC’s immediate suspension of
the Addendum Services. SFDC will use commercially reasonable efforts under the circumstances to
provide Customer with an opportunity to remedy such violation or threat prior to any such
suspension. Customer may only submit to the Addendum Services, and use the Addendum Services
to collect, store and/or process, Customer Data in a manner that is permitted in the applicable
Documentation and by applicable laws and government regulations.
(g) External-Facing Services. If You subscribes to any Addendum Services for sending electronic
messages or for the creation and hosting of, or for posting content on, external-facing websites, such
use
is
subject
to
SFDC’s
External-Facing
Services
Policy
at
http://www.salesforce.com/company/legal/agreements.jsp, as may be applicable to an Addendum
Service and You are solely responsible for complying with applicable law in Your use of any cookies
or other tracking technologies.
3. Third-Party Providers. CLARITI and other third-party providers, some of which may be listed on pages
within SFDC’s website and including providers of AppExchange applications, offer products and services
related to the Platform, the SFDC Service, and/or the CLARITI Application, including implementation,
customization and other consulting services related to customers’ use of the Platform and/or the SFDC
Service, and applications (both offline and online) that interoperate with the Platform, SFDC Service,
and/or the CLARITI Application, such as by exchanging data with the Platform, the SFDC Service, and/or
the CLARITI Application, or by offering additional functionality within the user interface of the Platform,
the SFDC Service, and/or the CLARITI Application through use of the Platform and/or SFDC Service’s
application programming interface. SFDC does not warrant any such third-party providers or any of their
products or services, including but not limited to the CLARITI Application or any other product or service
of CLARITI, whether or not such products or services are designated by SFDC as “certified,” “validated”
or otherwise. Any exchange of data or other interaction between You and a third-party provider, including
but not limited to the CLARITI Application, and any purchase by You of any product or service offered
by such third-party provider, including but not limited to the CLARITI Application is solely between You
and such third-party provider. In addition, from time to time, certain additional functionality (not defined
as part of the Platform or SFDC Service) may be offered by SFDC or CLARITI to You, for an additional
fee, on a pass-through or OEM basis pursuant to terms specified by the licensor and agreed to by You in
connection with a separate purchase by You of such additional functionality. Your use of any such
additional functionality shall be governed by such terms, which shall prevail in the event of any
inconsistency with the terms of this SFDC Service Agreement.

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4. Proprietary Rights. Subject to the limited rights expressly granted hereunder, SFDC reserves all rights, title
and interest in and to the Platform and the SFDC Service, including all related intellectual property rights.
No rights are granted to You hereunder other than as expressly set forth in this SFDC Service Agreement.
The Platform and the SFDC Service is deemed SFDC confidential information, and You will not use it or
disclose it to any third party except as permitted in this SFDC Service Agreement.
5. Compelled Disclosure. If either You or SFDC is compelled by law to disclose confidential information of
the other party, it shall provide the other party with prior notice of such compelled disclosure (to the extent
legally permitted) and reasonable assistance, at the other party’s cost, if the other party wishes to contest
the disclosure.
6. Suggestions. You agree that SFDC shall have a royalty-free, worldwide, transferable, sublicensable,
irrevocable, perpetual license to use or incorporate into any SFDC products or services any suggestions,
enhancement requests, recommendations or other feedback provided by You or Your Users relating to the
operation of the Platform and/or the SFDC Service.
7. Suspension and Termination. Your use of the Platform and the SFDC Service may be immediately
terminated and/or suspended upon notice due to (a) a breach of the terms of this SFDC Service Agreement
by You or any User, (b) the termination or expiration of CLARITI’s agreement with SFDC pursuant to
which CLARITI is providing the Platform as part of the CLARITI Application to You, and/or (c) a breach
by CLARITI of its obligations to SFDC with respect to the subscriptions it is providing to You in
connection with this SFDC Service Agreement. If You use the CLARITI Application in combination with
a SFDC Service Org other than the Org provisioned solely for use with the CLARITI Application (a
“Shared org”), CLARITI shall be solely responsible for provisioning the CLARITI Application to You.
With respect to any Shared org, You acknowledge and understand that (i) access to such Org, including the
CLARITI Application used in connection with such Org, may be suspended due to Your non-payment to
SFDC or other breach of Your Agreement with SFDC, and (ii) in the event Your relationship with SFDC
is terminated as a result of non-payment or other material breach of Your agreement with SFDC, Your
Platform subscriptions would also be terminated. In no case will any such termination or suspension give
rise to any liability of SFDC to You for a refund or other compensation.
8. Subscriptions Non-Cancelable. Subscriptions for the Platform and the SFDC Service are non- cancelable
during a subscription term, unless otherwise specified in Your agreement with CLARITI.
9. Data Storage. The Platform and SFDC Service includes a certain cumulative amount of storage per User
subscription for no additional charge. Contact CLARITI for additional information. Additional storage may
be available for purchase from the CLARITI.
10. No Warranty. SFDC MAKES NO WARRANTIES OF ANY KIND, INCLUDING BUT NOT
LIMITED TO WITH RESPECT TO THE PLATFORM, THE SFDC SERVICE, AND/OR THE
CLARITI Application, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE. TO THE
MAXIMUM EXTENT PERMITTED BY LAW, SFDC DISCLAIMS ALL CONDITIONS,
REPRESENTATIONS AND WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR
OTHERWISE, WITH RESPECT TO THE PLATFORM, THE SFDC SERVICE, AND/OR THE
CLARITI Application, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT
OF THIRD PARTY RIGHTS. WITHOUT LIMITING THE FOREGOING, SFDC DISCLAIMS ALL
LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY ANY THIRD-PARTY HOSTING
PROVIDERS.
11. No Liability. IN NO EVENT SHALL SFDC HAVE ANY LIABILITY TO YOU OR ANY USER FOR
ANY DAMAGES WHATSOEVER, INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT,
SPECIAL, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR DAMAGES
BASED ON LOST PROFITS, HOWEVER CAUSED AND, WHETHER IN CONTRACT, TORT OR

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UNDER ANY OTHER THEORY OF LIABILITY, WHETHER OR NOT YOU HAVE BEEN
ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
12. Further Contact. SFDC may contact You regarding new SFDC service features and offerings.
13. Google Programs and Services. Platform or SFDC Service features that interoperate with Google programs
and services depend on the continuing availability of applicable Google application programming interfaces
(“APIs”) and programs for use with the Platform and the SFDC Service. If Google Inc. ceases to make
such APIs and/or programs available on reasonable terms to SFDC, SFDC may cease providing such
features without entitling You or CLARITI to any refund, credit, or other compensation.
14. Third Party Beneficiary. SFDC shall be a third party beneficiary to the agreement between You and
CLARITI solely as it relates to this SFDC Service Agreement.
15. Org Migration. Migration of an Org to the Public Cloud Infrastructure will require planned downtime,
during which it may be completely unavailable for use. Any existing service level agreement regarding the
Addendum Services will not apply during an Org migration, however the parties will cooperate to minimize
the impact of such downtime. SFDC will alert CLARITI and/or Customer to actions Customer must take
prior to the Org migration, such as updating hard-coded references, as further described at this link.
Migration of an Org to the Public Cloud Infrastructure is subject to availability on a quarterly basis, and the
parties will cooperate reasonably to schedule such migration.

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EXHIBIT “3”

“CLARITI TECHNICAL SUPPORT (“STANDARD SUPPORT”)

1. Standard Support. Standard Support covers functionality that was configured/developed by Clariti and
has unexpectedly stopped working. Standard support is paid annually and is part of a minimal support
package that is granted with a Clariti license subscription in good standing. The combination of
subscription renewal and applying Clariti release updates provides for ongoing Standard Support
coverage. Items covered by Standard support can only be diagnosed by Clariti. Custom development
performed by anyone outside of Clariti and functionality related to payment processing is excluded from
Standard Support as stated in the “Support Terms and Conditions” section of this agreement.

a.
Standard support being provided by Clariti. Any technical support that may be provided by Clariti’s
partners or third-party resellers may be subject to different support plans and terms.
b.
In order to access the technical support resources at Clariti a customer is required to have a valid
support contract.
c.
Customer agrees to apply new Clariti Releases within 1 year of their release. Standard support is
excluded from releases older than 1 year.

2. Working with Technical Support

a. Business Hours. Clariti’s business hours are 8:00am to 5:00pm PT (9:00am to 8:00pm ET) from
Monday to Friday, excluding holidays in the Province of British Columbia.
b. Contacting Support. Clariti will provide the customers with an online support portal to submit
support requests. This is the preferred method of contact and results in the fastest responses to the
issue.

3. Severity Definitions. Clariti classifies and responds to Support calls based upon the underlying problem’s
effect on the environment in question. The guidelines for determining the severity of a problem, and the
appropriate classification are described below.

a. Severity 1 - Critical. Critical production issue affecting all users consistently, includes system
unavailability and data integrity issues with no workaround available. Severity-1 issues require a
customer resource available to assist during Clariti’s working hours until the issue is resolved. Non-
production issues will immediately be assigned to Severity-2 by the technical support team
b. Severity 2 - Urgent. Major functionality is impacted, or significant performance degradation is
experienced. Issue is persistent and affects many users and/or major functionality. No reasonable
workaround available. Also includes time-sensitive requests within 7 business days of Go-Live
deployment. We expect to be notified 30 business days in advance of the planned Go-Live
c. Severity 3 - High. Production system performance issue or bug affecting some, but not all users.
Non-production issues occurring during final UAT or issues within 30 business days of Go-Live
deployment. Short-term workaround is available but cannot be scaled
d. Severity 4 - Medium. Bug affecting a small number of users. Reasonable workaround available. Issues
that would meet the threshold for Level 2 or 3 but are occurring in a sandbox environment where
Go-Live is more than 30 business days away
e. Severity 5 - Low (Technical Questions / Inquiries). Information requested on application capabilities,
navigation, or configuration. Training requests. New Feature requests.

4. Expected First Response Targets. The Clariti support team strives to provide a timely response to all
cases being worked with the team. Clartit’s first response targets listed in the table below are based on the

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assigned initial case severity. Note that this table indicates the first contact target on a case and does not
indicate ongoing response frequencies. These first response targets are consistent across all support levels.

a.
Case Severity

First Response Targets
Severity 1
1 business hour

Severity 2

2 business hours

Severity 3

4 business hours

Severity 4

8 business hours

Severity 5

Confirmation email

b.
Case severity and first response targets are based on one issue per case in order to facilitate
prioritization.

5. Enhancement Requests and Product Defects. Through the process of working with support it could be
determined that the case results in a Clariti product defect or that the request is a new enhancement to
existing functionality. Based on the severity and type of issue at hand, the technical support team will take
various actions to assist when managing/tracking those issues. Not all defects and/or enhancements will
be included in current or future versions of the product, and it is Clariti’s discretion to determine which
items are a best fit for inclusion. In order to monitor the status of a defect or enhancement for a case that
has been closed, it is best practice to periodically open a case with Technical support, quoting both the
original case number and the defect/enhancement number that was provided by the support
team.Enhancements are not actively tracked by the technical support team unless an approved and active
escalation request with the Clariti technical support management team exists.

6. Resolution of a Support Case. Clariti does not guarantee a timeline for a solution for an issue. Resolution
is always impacted on the type of inquiry and troubleshooting methods used. While Clariti strives for a
low effort experience and a timely resolution this is not guaranteed. Clariti does not guarantee a solution
on a customer’s “in use” version of the product. At times, a solution may be provided in a newer released
version of the product and to take advantage of that solution, the customer may be required to upgrade.

Please note that the following issues or case submissions may not be investigated or resolved:

a.
Issues related to software releases 1 year past initial release
b.
Software customization that are not covered by the applicable support plan
c.
The case results in a request for an enhancement or new functionality to Clariti software
d.
Anything that results from a factor outside of Clariti’s reasonable control eg. power failures

7. Information on Add-On Support Engagements. With the exception of Weekend Support, Add-On
support engagements can be purchased as a part of your support plan.

a. Adoption Support allows a customer access to a Clariti Salesforce Administrator who can assist with the
setup and training around the utilization of new functionality. This includes configuration activities like
setting up additional Application, License, and Permit types, configuring fees, adding business process
automation, alterations to page views and updating layouts, etc., any activity that can be performed via the
Salesforce Administrative console within the customer's Salesforce environment.
b. Release Assistance allows a customer access to a Clariti Salesforce Administrator who can assist with the
installation and testing of Clariti’s product releases. This includes the defining and executing of test cases
in agreement with a customer on vital functionality to be evaluated after each release. This also includes
the installation of the Clariti Packages into one Sandbox and Production environment.
c. After Hours Support is a billable offering that allows a customer to work through a particular issue or
project with support staff available during non-business hours. After Hours support is to be booked at

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least 2 weeks in advance to ensure proper staffing. Requests made with less than two weeks notice can
not be guaranteed or will be subject to additional fees.

8. Other Support Programs. Clariti offers three (3) other support programs that offer different tiers of
support. For detailed questions about other support programs available, please contact your Clariti sales
representative.

9. Support Terms and Conditions. Clariti is only obligated to provide support during periods for which the
customer has a support contract in good standing in accordance with the level of support the customer
has purchased. Service level definitions can change from time to time, and Clariti may discontinue
particular support levels without notice.

a. If a customer would like to upgrade their support program prior to their renewal the cost of the
support program will be-prorated to the next renewal date.
b. Support programs can not be downgraded mid term. Should the customer wish to change their
support program this is to be done during their renewal period.
c. Clariti does not guarantee a resolution of a technical issue solution on a customer’s “in use”
version of the product. At times, a solution may be provided in a newer released version of the
product, and to take advantage of that solution, the customer may be required to upgrade.
d. Clariti does not guarantee a solution for every defect or enhancement reported against the
product. Clariti will provide solutions for issues deemed to be of critical importance or of
benefit to all customers. These items are at the sole discretion of Clariti to include in the
product.
e. Clariti does not guarantee a timeline for a solution for an issue. Resolution is impacted by the
type of inquiry, the environment and the troubleshooting methods used. While Clariti strives
for a low- effort experience and a timely resolution, this is not guaranteed.
f.
Major system changes that should be done by the original System Integrator are excluded from
support. If the original System Integrator is not available, then an appropriate Clariti support
package will be recommended.
g. System upgrades and new/changed functionality are excluded from support. Any activities to
modify the existing implementation can be satisfied via an Adoption Support engagement,
Purchase of a Clariti System Administrator package, Clariti’s Professional Services team or
recommended System Integrator.
h. Clariti shall never directly update, change, or modify custom code done by partners or
customers unless contracted to do so. If this is required, and there is no agreement in place with
a System Integrator, Clariti can work with the customer to put an agreement in place or make
available approved, trained and experienced third-party System Integrators on an as needed
basis. At Clariti’s discretion, it may consult or advise on an issue based on the support type the
customer has in place.
i.
Other than approved integrations (e.g. GIS, Bluebeam, Payment Processing, etc...), Clariti shall
not support other 3rd party integrations. GIS and Bluebeam integrations are included for a fee
and are purchased “as-is”. Functionality will be released on an ongoing basis. Work effort to
take advantage of additional functionality is not included in any support types.
j.
Clariti specifically does not provide support for: Data conversion, data loads, data mapping,
custom code reviews and custom code debugging.
k. Salesforce Development Lifecycle Restriction: Customers agree to have their technical staff or
System Integrator staff maintain environments and Salesforce best practices described in based
on the trailhead learnings:
l.
https://trailhead.salesforce.com/content/learn/modules/application-lifecycle-and-
development-models
m. https://trailhead.salesforce.com/content/learn/modules/declarative-change-set-development

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n. System issues that arise due to not following procedures described in sections “Chapter 2:
Development Environments” (for single and multiple projects), “Chapter 4: Track and
Synchronize Development Changes”, and “Chapter 5: Release Management” are excluded from
Standard coverage and draw down from other support types.
o. Customers agree to monitor and manage all users, System Integrators and Technical Staff use of
subscriptions. The subscription capabilities are documented here Clariti OEM License
Comparison.htm. Clariti may itself review the customer's use of subscriptions at any time
through the Service. System issues that arise from exceeding subscription capabilities are
excluded from Standard coverage and fall under Full solution Support.
p. The customer understands that Clariti is built upon the Salesforce Platform and that from time
to time, Salesforce may introduce changes that may impact the Clariti modules. In most cases,
these issues can be resolved. In exceptional cases, the change may be fundamental and cannot
be resolved to the original function. In such a case, Clariti shall make every effort to resolve the
issue alternatively.

The customer receives advance notice of Salesforce platform changes by registering to and monitoring one or
more of the notification services described here:
https://help.salesforce.com/articleView?id=000212843&type=1

For detailed questions about support, please contact your sales representative or contact us:
http://www.claritisoftware.com/about/contact-us