Professional Services Agreement with Hootsuite

Hootsulte Inc,

e ® MM East Sth cee
Hootsuite eee

Authorization Form Prepared For: Quote #: Q-434135-3
City of Glendale, Arizona Date: 16-SEP-2024
5850 W. Glendale Ave. Expires 23-AUG-2024
Glendale, AZ 85301 Prices quoted in USD
United States Account Executive: Jarret Bainbridge

Email: jarret.bainbridge@hootsuite.com

Item Total

Price
+ Hootsuite Business Plan includes: USD
- Hootsuite Platform 82,500.00
- 15 Users

- 40 Social Profiles

- Unlimited Boost Post Spend which automatically boosts top performing content and schedule boosted posts to reach
new audiences in a single, secure campaign workflow

- Access to Customer Success & Support resources to help use Hootsuite to achieve business objectives on social

+ Hootsuite Listening: Daily Sample Rate - 5 topics
— Includes:

- Sampling on topics with 3000 mentions per day

- Unlimited Quick Search on 30 days' data

- Data saved per topic for 13 months rolling period

Customer: City of Glendale, Arizona Billing Schedule: Annually
Contact Name: Cece Romero Payment Terms: Payments are due within 30
Phone: (623) 930-2000 days of invoice date
Customer Billing Address: 5850 W. Glendale Ave.

Glendale, AZ 85301 Start of Initial Term: 24-AUG-2024

United States End of Initial Term: 23-AUG-2029

Primary Contact Email: cromero2@glendaleaz.com
Billing Contact Name: Cece Romero

Billing Contact Phone: (623) 930-2000

Billing Contact Email: cromero2@glendaleaz.com

Additional Terms:
This Authorization Form supersedes the Authorization Form issued by Hootsuite and executed by Customer on 28-
SEP-2023.

For customer's internal purposes only:

SubTotal: $82.500.00

Tax Total: $7,590.01

Annual invoice Total: $18,018.00 *Estimated tax of $1,518.00.

Please note this is just an estimate, our Tax charges are applicable on CIT 2.90%, CTY 0.70% and STA 5.60% and that is
applied to each item.

By signing this Authorization Form, you agree to: (a) purchase the products and services pursuant to the terms and fees set forth
herein; (b) pay the Total Price (and applicable sales and use taxes) and authorize Hootsuite to submit invoices for such payment; and
(c) be bound by the terms and conditions published at https://hootsuite.com/enterpriseterms (the “Terms”). This Authorization Form will
renew as set forth in the Terms, unless expressly stated otherwise herein.

Page 1 of 2

Hootsuilte Inc.
TW East Sth Avenue

G Hootsuite: Beat

Name Signature
Title Date of Signature
Name Signature
Title Date of Signature

Page 2 of 2

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ms City of Glendale CITY OF GLENDALE
G Solicitation Number: RFP 24-62 / 42400084 Sos Weer a pSion
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
Glendale RESPONSE WORKBOOK Glendale, Arizona 85302

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

OFFEROR NAME: Hootsuite Inc.

OFFEROR ADDRESS:

111 E 5th Ave,
Vancouver, BCV5T 4L1
Telephone: (604) 681-4668

Fax: :

rev 10/12/22

aa City of Glendale paw OF aera
eos. . rocurement Division
C7 Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street,
Glendal SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
i en be al ie RESPONSE WORKBOOK Glendale, Arizona 85302
OFFER SHEET (Mu: rinted, 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.

05/01/2024 Hootsuite, Inc.

Date Legal Company Name
Liam Surridge VP, Global New Business
Printed Name (Authorized Signatory) Job Title

Offeror Certifies it is a (check only one): C1 Proprietorship O Partnership ff Corporation

jarr inbri bh i m 1116. 5th Avenue
Email Address Mailing Street Address

1 (888) 350-5191. Vancouver, BC, V5T 4L1
Phone Number City, State & Zip Code

Questions regarding this offer should be directed to (if different from above):

Leyla Bambury (604)209-9334_  — eyla.bambury@hootsuite.com_

Contact Name Phone Number Email Address

FEDERAL TAXPAYER ID NUMBER (Required): 980640513

OFFEROR IS A MINORITY OR WOMEN OWNED BUSINESS: 0) Yes No

DO YOU HAVE AN ARIZONA TRANSACTION PRIVILEGE TAX (TPT) LICENSE?

0 Yes, Number Tax Rate: orf No, not required to have an Arizona TPT License

CONFLICT OF INTEREST (SPECIAL NOTICES):
| No, | do not have a conflict of interest 0 Yes, | 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.

O Exhibit 1 - Special Notices O Exhibit 2 - RFP Standard Terms and Conditions

O Exhibit 3 - Insurance Requirements

ged Signature - Print this form and sign above

rev 10/12/22

ru
G
Glendale

ARIZONA

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

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. Please do include a brief history of your organization including the past
performance on projects of similar scope and size, level of knowledge, reliability,
flexibility and ability to meet project deadlines.

Hootsuite has been in business for 15 years - since 2008. Our journey began when we
saw the opportunity to create a better social media experience for businesses. Armed
with multiple rounds of funding, unrivaled integrations and a white house
endorsement, Hootsuite soon became one of the social media world’s greatest success
stories. At 4 years old, Hootsuite was responsible for sending 700 million messages
across 6 million unique social profiles; today, Hootsuite is the most widely used social
media management platform globally.

Over the years, we have extended our product offerings through innovation and
partnership to help thousands of businesses - both large and small - unlock the social
advantage. Our clients can now access social analytics, social listening, social media
security and many other components critical to maintaining a business in today’s
tech-savvy world. Our unparalleled expertise, customer insights at scale and
collaborative ecosystem enable people and organizations to succeed with social.

Hootsuite’s ecosystem includes more than 240 Enterprise integrations with
best-of-breed technology partners, enabling us to build on a vision of seamless social
connection and communication. Our open, extensible platform enables social media
to become an integral part of every business process and system, across any social
network.

Historically and moving forward, we are focused on growth of the business. As we
continue to work with organizations to help drive true business value through social
media as a communication channel, emphasis will remain on research and
development, customer value realization and education. We remain acquisitive and

3
rev 10/12/22

ou
G
Glendale

ARIZONA

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

1.2.

open to partnering with solutions that complement social media activities and efforts.
We will also continue to help our customers strategize, plan, implement and execute
social media programs designed to have a measurable impact on business goals and
initiatives.

Past work with team:
The City of Glendale, Arizona, has been using Hootsuite since August 2020 and using
Hootsuite to achieve the following:
- Community Management and having the ability to respond and assign
inbound messages.
- Publishing and scheduling content
- Workflow approvals to ensure content is on brand.
- Dive into analytics - setup tags to compare organic campaigns
- Social Listening & Crisis Monitoring
- Comprehensive Permissions for social channels

What sets your company apart from competitors in terms of social media strategy and
execution?

Every day we strive to do better and more for our customers. Part of this is being able
to do what others in the industry are not able to or failing to do well. There are four key
areas in which we set ourselves apart from our competitors:

1) Ease of Use - Ease of use is top of mind at Hootsuite. Technology is technology at the
end of the day, but, if it is not easy to use, not only is it a painful user experience, it also
limits adoption. We understand that adoption is key to the success of any product
rollout, and strive to make Hootsuite a friendly user experience. Our solution is
intuitive and simple to use, in addition, we hold leadership positions with both
Forrester and G2.

2) Best of Breed Approach - We know social really well, and that’s why we are the most
widely used social relationship platform (SRP). Along with this out-of-box functionality,
we also believe in a best-of-breed approach and provide several key integrations and
partnerships to support our customers’ current infrastructure and landscape, as well
as a combination of integrated workflows and use cases. We understand there are
different solutions you are using internally so we ensure integration is possible.
Whether it be for CRM, Marketing Automation, Customer Service - we integrate through
our 250+ applications in our app directory, and through custom development through
our available APIs.

tev 10/12/22

yom
@
Glendale

ARIZONA

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

1.3.

3) Dedication to Customer Success - At the heart of everything we do here at Hootsuite
is our customers’ success. Your success. From your first day as an enterprise client,
your Customer Success Manager will act as a trusted advisor for your business, helping
you keep your social media strategy fresh with expert guidance. More than just an
account manager, your CSM is a dedicated point of contact who can connect you to
teams and resources (e.g. product development), keep you up to date on product
updates with regular check-in calls; help you monitor your account health and industry
trends; and provide strategic recommendations with quarterly business reviews.

4) Empowering You - We take pride in helping your team members grow and achieve
more. From training and certification programs that enable your team to up-skill
themselves, to giving them the ability to connect with knowledge experts, we offer
ways for your team to grow and develop your online presence and stay at the cutting
edge of this brand new social arena.

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 information must include all the following:
Company Name, Contact Person and Title, Phone #, Email Address, Date of
Service, Cost of Service, Description of successful campaigns or projects you have
executed as described in this RFP.

1. City of Boston
Contact Person with Title: Case Brown - Digital Engagement Strategist
Phone Number: (617) 635-2249
Email Address: casey.brown@boston.gov
Date of Service: 2/15/2022
Cost of Service:$209,212.25
Successful Projects: Case Study in 2017
2. County of Fairfax, Virginia
a. Contact Person with Title: Greg Licamele - Director of External
Communications
Phone Number: (703) 324-3194
Email Address: gregory.licamele@fairfaxcounty.gov
Date of Service: 1/23/2023
Cost of Service: $162,240.00
Successful Projects: Case Study in 2017
3. City of Toronto, Ontario

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tev 10/12/22

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

1.4.

15.

a. Contact Person with Title: Francine Antonio Forte - Manager, Digital
Communications at the City of Toronto

Phone Number: (416) 397-5318

Email Address: Francine.AntonioForte@toronto.ca

Date of Service: 8/28/2023

Cost of Service: $105,641.56

Successful Projects: Can be shared if successful with bid and a call with
customer is coordinated

spans

Offeror shall provide names and years of experience of key personnel and team
members used and years of experience who will be working on our social media
accounts.

The team is working with Jarret Bainbridge as your Senior Account Manager, who has
over 7.5 years of experience working at Hootsuite in a variety of roles such as Sr.
Customer Success Manager and Coaching. He is able to help guide your team through
your social journey and make sure you have the right resources and information to get
the most out of the Hootsuite platform.

How does your firm stay up to date with the latest trends and best practices in social
media marketing?

Hootsuite is obsessed with going beyond just technology, and our focus is to ensure
that we are delivering real value to our clients. For this reason, we conduct an annual
social media trend analysis to provide insight on the top trends impacting brands. We
also apply this research to Hootsuite’s strategy to build out the best tool for social
media marketers!

Based on our annual survey of thousands of markets, social end users, exhaustive
research, and interviews with industry experts, and partners, we have identified three
key social media trends for 2024.

1. The Al Trend
Al forces brands to redefine authenticity

Generative Al created a seismic shift when it broke into the mainstream in 2022 and
sparked a whole range of emotions typically reserved for fellow humans.

Interest was so high that from 2022 to 2023, topics on learning about Al increased by
550%, according to an analysis we conducted of over 15,500 news articles and blogs.

tev 10/12/22

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street,
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

And social marketers have jumped on the bandwagon.

Organizations report that they’re planning to double their use of Al across various
activities—even tripling or quadrupling it in some cases.

318% increase in how much organizations plan to use Al for customer support
activities in 2024

260% increase in how much organizations plan to use Al for editing images in 2024
Source: Hootsuite Social Trends 2024 Survey

2. The Platform Trend
Strategic brands commit to their champion social platforms

Be where your audience is, they said. But when your audience is everywhere, that’s a
tall order—and the average social media user logs into about seven platforms each
month. Seven.

For brands, maintaining a presence on multiple networks is hard. In fact, it’s such a
challenge for organizations, it’s emerged as the top ROI concern for social media.

3. The ROI Trend - Entertainment fuels the social ROI engine

Before you quit reading, we get it. Entertainment can be an intimidating word,
especially if you work in a “serious” organization (let alone a regulated industry). Can
you even connect entertainment to something quantifiable, like ROI?

But consumers are saying it loud and clear. After staying in touch with family and
friends, the top reason they use social media is to be entertained and to mentally
unwind, according to our Social Trends 2024 Survey.

You know what else they said? That they don’t like it when brands are too focused on
self-promotion.

© 34% of consumers say “too much self-promotion” is a major turn-off in how
they perceive brands on social
© 56% of consumers think that brands should be more relatable on social

Source:_Hootsuite Social Media Consumer 2024 Survey You can find the full trends
report at: https://www.hootsuite.com/research/social-trends

rev 10/12/22

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street,
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

2. METHOD OF APPROACH AND CAPACITY OF OFFEROR

2.1.

2.2.

2.3.

Please describe how your firm compares different periods of time in reporting metrics.

Hootsuite has access to social media platform analytics and the full list of metrics
supported can be found here. Clients are able to compare metrics across social

networks to different time periods to compare month over month results and measure
success.

Hootsuite metrics are reported in GMT time and are added to Hootsuite as soon as the
social network is authenticated. Data backfills depend on the social network API
(Application Programming Interface) and more details can be found here. The city of
Glendale, Arizona has already been using Hootsuite for 4 years and historical data of
social networks is already in the platform for this period!

What is your firm’s approach to developing a social media strategy tailored to the
client's goals and target audience?

Hootsuite is able to conduct a free Social Maturity Assessment annually. The social
media maturity model is a framework that categorizes an organization’s current social
media maturity into five distinct levels. It serves as a hierarchical structure highlighting
how well-developed and advanced your social media ecosystem is as well as
identifying gaps and opportunities for improvement.

Our team will also have regular meetings with the City of Glendale team to ensure we
are aligned with your changing goals.

What tools or methodologies do you use to conduct research and gather insights for
strategy development?

Our vision is to revolutionize communications; our purpose is to champion the power
of human connection. We are on a mission to be at the forefront when it comes to
helping businesses innovate, increase revenues and margin, and improve the overall
consumer experience. Historically and moving forward, our focus is on the growth of
our business.

We remain motivated by helping companies realize the value and opportunities that
social media can provide within their chosen industry. Since inception in 2008, our
strategy has been to extend our product offerings through innovation and partnership.
We help thousands of businesses - both large and small - unlock the social advantage

8
tev 10/12/22

y oN
G
Glendale

ARIZONA

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

2.4,

2.5.

through social analytics, social listening, social media security and many other
components critical to maintaining a business in today’s tech-savvy world.

As we continue to work with Enterprise clients to help drive true business value
through social media as a communication channel, emphasis will remain on research
and development, customer value realization and education. We remain acquisitive
and open to partnering with solutions that complement social media activities and
efforts. We will also continue to help our customers strategize, plan, implement and
execute social media programs designed to have a measurable impact on business
goals and initiatives. Hootsuite also utilizes best-in-class software (business
intelligence tools) in its capability planning and strategy development.

How do you handle community engagement and interactions on social media
platforms?

Hootsuite provides your team with the tools for you to manage community
engagement and interactions on social media platforms. Our Inbox section allows you
to see direct messages and comments from Facebook, Instagram, X (formerly Twitter),
LinkedIn (some steps required to enable), and more.

What strategies do you employ to address customer inquiries, comments, and
complaints in a timely manner?

You will have access to your Customer Account Manager (CAM) who will partner with
you to understand your goals and ensure you succeed. Our CAMs are your single point
of contact for your every question, need, and resource.

Behind every CAM is a wealth of knowledge, experience and skills that your CAM can
call upon to help you reach your goals. This includes, depending on the project
requirements, access to our business value consultants, solution consultants, and
training specialists who can help you achieve success on social media. At each check-in
with you, our CAM will see how you are doing, what you need and address all of your
concerns by calling in additional resources to make things happen.

In addition we have a global Customer Support team that is available to you Monday to
Friday during business hours to help you with any product issues you may be
experiencing. If you need to contact Customer Support, please refer to

https://www.hootsuite.com/en-gb/need-help for a complete list of resources and

contact options available to you. We aim to address enterprise customer support
requests within 1 business day or less.

rev 10/12/22

y oN
G
Glendale

ARIZONA

City of Glendale CITY OF GLENDALE
Procurement Division

Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
RESPONSE WORKBOOK Glendale, Arizona 85302

2.6,

2.7.

2.8.

2.9.

How frequently do you provide reports, and what level of detail do these reports
typically include?

Clients can create a wide variety of reports in Hootsuite Analytics with templates that
can be adjusted to your needs. These metrics can be as detailed as post by post
metrics to annual metrics such as follower growth, reach, impressions, and more.

Your team can also conduct free annual Social Maturity Assessments with your Senior
Account Manager Jarret to identify opportunities to grow your organization's social
maturity level.

Provide a project plan outline and timeline that describes the steps as defined in
Section 3.2.

Because the City of Glendale, Arizona has been using Hootsuite for the past 4 years
your organization is already onboarded and has full access to the platform! This means
you will be able to save time and resources maintaining your existing solution. Should
any new members need to be onboarded, we have extensive training resources
available such as Group Training, on-demand resources, help guides, and more.

Please describe your approach to managing issues, issue tracking and maintenance to
your solution.

Patches and bug fixes are applied depending on severity - security patches are fixed
immediately, and product bugs are prioritized once identified as a bug. Typically, there
are no scheduled downtime periods for product releases, as all deploys maintain a
rolling upgrade process, and any distributed new feature is tested before use in
production on a small subset of users. Deploys occur multiple times per day, and as
such communication of each release is not required. Key new features and
functionality will always be communicated through marketing channels, or your
dedicated Customer Success Manager.

In the rare event that downtime is needed, your CAM would notify customers of any
issues that may impact service operations. Hootsuite maintains SLAs for product
uptime. Please see the following link for more details:
https://hootsuite.com/legal/enterprise-service-level-agreement.

Describe how you handle potential crises or negative publicity on social media
platforms? Please provide an example?

Hootsuite provides your team with the necessary tools to monitor and identify crisis
or negative publicity early with Hootsuite Insights! With this tool, you can create

10
rev 10/12/22

City of Glendale CITY OF GLENDALE
~~ ote at rocurement Division
&S Solicitation Number: RFP 24-62 / 42400084 5970 West Brown Street,
SOCIAL MEDIA MANAGEMENT SOFTWARE Suite 210
Glendale RESPONSE WORKBOOK Glendale, Arizona 85302

custom alerts that will email stakeholders when the number of conversations around a
key topic is over a certain threshold (such as 30% more than usual).

The City of Glendale, Arizona has been using this solution since 2020 and has been
able to monitor key topics and social media conversations.

Hootsuite has further been investing in social listening and crisis management by
being set to acquire Talkwalker in 2024. Talkwalker is a leader in Al-powered social
listening. This will help bolster Hootsuite's listening capabilities.

3. TECHNICAL REQUIREMENTS (ATTACHMENT A)
Offeror shall respond to questions on Attachment A and submit with the “RFP 24-62 Technical
Requirements - Al”

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

(If there are any exceptions, Offeror shall list here)
No Exceptions - as the City of Glendale is an existing customer please refer to the Trust Center.

5. ADDENDUM RESPONSES AND ACKNOWLEDGEMENT:
Attach addendum response(s) and acknowledgement(s) here.
No Addendums.

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.

(Offeror to include response here)
No conflict of interest.

11
rev 10/12/22

By signing this Authorization Form, you agree to: (a) purchase the products and services pursuant
to the terms and fees set forth herein; (b) pay the Total Price (and applicable sales and use taxes)
and authorize Hootsuite to submit invoices for such payment; and (c) be bound by the terms and
conditions published at https://hootsuite.com/enterpriseterms (the “Terms”). This Authorization
Form will renew as set forth in the Terms, unless expressly stated otherwise herein.

City of Glendale,
an Arizona municipal corporation

By: Kevin Phelps
Its: City Manager
ATTEST:

Julie K. Bower (SEAL)
City Clerk

APPROVED AS TO FORM:

Michael D. Bailey
City Attorney

Hootsuite, Inc.

By:
Its: Authorized Representative