240129-CONTRACT-DATABANK IMX LLC.PDF

CONTRACT ONBASE EDMS MAINTENANCE AND SUPPORT 
240129-RFP/ITN 
 
This contract is entered into this 21st day of August, 2024 by and between Maricopa County (“County”), a 
political subdivision of the State of Arizona, and DataBank IMX LLC, a Delaware Limited Liability Company, 
(“Contractor”) for the purchase of ONBASE EDMS MAINTENANCE AND SUPPORT. 
 
1.0 
CONTRACT TERM 
 
This contract is for a term of five years, beginning on the 1st day of September, 2024 and ending 
the 31st day of August, 2029. 
 
2.0 
OPTION TO RENEW 
 
The County may, at its option and with the concurrence of the Contractor, renew the term of this 
contract up to a maximum of five additional year(s), (or at the County’s sole discretion, extend the 
contract on a month-to-month basis for a maximum of six months after expiration). The Contractor 
shall be notified in writing by the Office of Procurement Services of the County’s intention to renew 
the contract term at least 60 calendar days prior to the expiration of the original contract term. 
 
3.0 
CONTRACT COMPLETION 
 
In preparation for contract completion, the Contractor shall make all reasonable efforts for an 
orderly transition of its duties and responsibilities to another provider and/or to the County. This 
may include, but is not limited to, preparation of a transition plan and cooperation with the County 
or other providers in the transition. The transition includes the transfer of all records and other data 
in the possession, custody, or control of the Contractor that are required to be provided to the 
County either by the terms of this agreement or as a matter of law. The provisions of this clause 
shall survive the expiration or termination of this agreement. 
 
4.0 
PRICE ADJUSTMENTS 
 
Any requests for reasonable price adjustments must be submitted 60 calendar days prior to 
contract expiration. Requests for adjustment in cost of labor and/or materials must be supported 
by appropriate documentation. The reasonableness of the request will be determined by comparing 
the request with the Consumer Price Index or by performing a market survey. If County agrees to 
the adjusted price terms, County shall issue written approval of the change and provide an updated 
version of the contract. The new change shall not be in effect until the date stipulated on the 
updated version of the contract. 
 
5.0 
PAYMENTS AND INVOICES 
 
5.1 
As consideration for performance of the duties described herein, County shall pay 
Contractor the sum(s) stated in Exhibit D – Pricing Sheet. 
 
5.2 
Payment shall be made upon the County’s receipt of a properly completed invoice. 
 
5.3 
Contractor shall submit one legible copy of their detailed invoice in order for payment(s) to 
be made.

SERIAL 240129-RFP 
 
 
5.3.1 
Contractor is responsible for submitting complete and accurate invoices. 
Incomplete invoices will not be processed. At a minimum, the invoice must 
provide the following information: 
 
• 
Company name, address, and contact information 
• 
County bill-to name and contact information 
• 
Contract serial number 
• 
County purchase order number 
• 
Project name and/or number 
• 
Invoice number and date 
• 
Payment terms 
• 
Date of service or delivery 
• 
Quantity  
• 
Contract item number(s) 
• 
Arrival and completion time 
• 
Description of purchase (product or services) 
• 
Pricing per unit of purchase 
• 
Extended price 
• 
Freight (if applicable) 
• 
Mileage with rate (if applicable) 
• 
Total amount due 
  
5.3.2 
Problems regarding billing or invoicing shall be directed to the department as listed 
on the purchase order. 
  
5.3.3 
Payment shall only be made to the Contractor by Accounts Payable through the 
Maricopa County Vendor Express Payment Program.  This is an Electronic Funds 
Transfer (EFT) process.  After Contract Award the Contractor shall complete the 
Vendor Registration Form located on the County Department of Finance Vendor 
Registration Web Site (https://www.maricopa.gov/5169/Vendor-Information). 
  
5.3.4 
Discounts offered in the contract shall be calculated based on the date a properly 
completed invoice is received by the County.  
  
5.3.5 
EFT payments to the routing and account numbers designated by the Contractor 
shall include the details on the specific invoices that the payment covers. The 
Contractor is required to discuss remittance delivery capabilities with their 
designated financial institution for access to those details. 
 
5.4 
APPLICABLE TAXES 
 
5.4.1 
It is the responsibility of the Contractor to determine any and all applicable taxes 
and include those taxes in their proposal. The legal liability to remit the tax is on 
the entity conducting business in Arizona. Tax is not a determining factor in 
contract award. 
 
5.4.2 
The County will look at the price or offer submitted and will not deduct, add, or alter 
pricing based on speculation or application of any taxes, nor will the County 
provide Contractor any advice or guidance regarding taxes. If you have questions 
regarding your tax liability, seek advice from a tax professional prior to submitting 
your bid. You may also find information at https://www.azdor.gov/Business.aspx. 
Once your bid is submitted, the offer is valid for the time specified in this solicitation, 
regardless of mistake or omission of tax liability. If the County finds overpayment 
of a project due to tax consideration that was not due, the Contractor will be liable 
to the County for that amount, and by contracting with the County agrees to remit 
any overpayments back to the County for miscalculations on taxes included in a 
bid price.

SERIAL 240129-RFP 
 
5.4.3 
Tax Indemnification: Contractor and all subcontractors shall pay all Federal, State, 
and local taxes applicable to their operation and any persons employed by the 
Contractor. Contractor shall, and require all subcontractors to, hold Maricopa 
County harmless from any responsibility for taxes, damages, and interest, if 
applicable, contributions required under Federal and/or State and local laws and 
regulations, and any other costs including: transaction privilege taxes, 
unemployment 
compensation 
insurance, 
Social 
Security, 
and 
workers’ 
compensation. Contractor may be required to establish, to the satisfaction of 
County, that any and all fees and taxes due to municipality or the State of Arizona 
for any license or transaction privilege taxes, use taxes, or similar excise taxes are 
currently paid (except for matters under legal protest). 
 
6.0 
AVAILABILITY OF FUNDS 
 
6.1 
The provisions of this contract relating to payment for services shall become effective when 
funds assigned for the purpose of compensating the Contractor as herein provided are 
actually available to County for disbursement. The County shall be the sole judge and 
authority in determining the availability of funds under this contract. County shall keep the 
Contractor fully informed as to the availability of funds. 
 
6.2 
If any action is taken by, any State agency, Federal department, or any other agency or 
instrumentality to suspend, decrease, or terminate its fiscal obligations under, or in 
connection with, this contract, County may amend, suspend, decrease, or terminate its 
obligations under, or in connection with, this contract. In the event of termination, County 
shall be liable for payment only for services rendered prior to the effective date of the 
termination, provided that such services are performed in accordance with the provisions 
of this contract. County shall give written notice of the effective date of any suspension, 
amendment, or termination under this section, at least 10 days in advance. 
 
7.0 
STRATEGIC ALLIANCE for VOLUME EXPENDITURES (SAVE) 
 
The County is a member of the SAVE cooperative purchasing group. SAVE includes the State of 
Arizona, many Phoenix metropolitan area municipalities, and many K-12 unified school districts. 
Under the SAVE Cooperative Purchasing Agreement, and with the concurrence of the successful 
respondent under this solicitation, a member of SAVE may access a contract resulting from a 
solicitation issued by the County. If contractor does not want to grant such access to a member of 
SAVE, state so in contractor’s bid. In the absence of a statement to the contrary, the County will 
assume that contractor does wish to grant access to any contract that may result from this bid. The 
County assumes no responsibility for any purchases by using entities. 
 
8.0 
INTERGOVERNMENTAL COOPERATIVE PURCHASING AGREEMENTS (ICPAs) 
 
County currently holds ICPAs with numerous governmental entities. These agreements allow those 
entities, with the approval of the Contractor, to purchase their requirements under the terms and 
conditions of the County contract. It is the responsibility of the non-County government entity to 
perform its own due diligence on the acceptability of the contract under its applicable procurement 
rules, processes, and procedures. Certain governmental agencies may not require an ICPA and 
may utilize this contract if it meets their individual requirements. Other governmental agencies may 
enter into a separate Statement of Work with the Contractor to meet their own requirements. The 
County is not a party to any uses of this contract by other governmental entities. 
 
9.0 
DUTIES 
 
9.1 
The Contractor shall perform all duties stated in Exhibit B – Scope of Work, or as otherwise 
directed in writing by the procurement officer. 
 
9.2 
During the contract term, County may provide Contractor’s personnel with adequate 
workspace for consultants and such other related facilities as may be required by 
Contractor to carry out its contractual obligations.

SERIAL 240129-RFP 
 
 
9.3 
Provider services include maintenance of existing and future purchases of OnBase 
software and licensing, professional services, staff augmentation, design, development, 
and implementation of new best practice solutions across on-premise or cloud-based 
platforms.  
 
9.4 
The County currently has multiple unique installations which include on-premise and 
hosted solutions that are used by various departments. The County also maintains 
development, and testing environments in support of the production environments. 
OnBase is used extensively across central service applications including but not limited to: 
human resources; accounts payable; and for specific applications within departments 
including but not limited to the Assessor’s Office, Public Health, and Transportation. The 
Maricopa County Courts including the Judicial Branch, Clerk of the Court, and Justice 
Courts utilize an OnBase Enterprise Licensing model, and the Clerk of the Board of 
Supervisors uses a hosted OnBase Agenda and Minutes solution including video.    
  
9.5 
The County reserves the right to select any qualified vendor under contract for Task Orders 
valued under $25,000 without further competition, based on the County’s needs, as long 
as the work is clearly defined as a one-time need and is approved by the approving County 
IT staff.  For service requirements valued over $25,000, specific details for services needed 
will be provided and vendors will be given time to respond to the Task Order with their 
proposed work plan, staff, and pricing. The vendor that best meets the need of the County 
will be awarded the Task Order. Award of this contract does not guarantee award of any 
individual Task Order. 
 
9.6 
The Contractor shall provide services in support of the County’s OnBase installations. The 
contractor must be able to support existing licenses.  
 
9.7 
The County will provide the contractor information regarding existing licenses upon award. 
The Contractor shall provide technical assistance, maintenance, support, issue resolution, 
system enhancements and upgrades as needed by the County, and staff augmentation 
services to supplement existing in-house OnBase staff with day-to-day requests for 
maintenance and enhancements to existing solutions. 
 
9.7.1 
Services shall be available during normal County business hours (8am to 5pm 
Mountain Standard Time), as well as on an as-needed basis after normal business 
hours for emergencies, to address issues with minimal disruption to staff. 
 
9.7.2 
Contractor shall have the ability to support extended hours on an “as-needed” 
basis which may include 24/7 coverage including evenings, holidays, and 
weekends.  
 
9.8 
All requests for new OnBase projects developed under this agreement will be assessed by the 
appropriate County staff for review and approval prior to start of work. (Contact information to be 
provided after contract award). 
 
9.9 
Contractor shall provide an account manager serving as a single point of contact for support and 
maintenance as well as project work initiatives.  
 
9.10 
Contractor shall have and maintain for the duration of the agreement, technical staff who possess 
sufficient familiarity with OnBase features and functionality to develop low code solutions, as well 
as experience in developing solutions using Robotic Process Automation (RPA) and Artificial 
Intelligence (AI) with actual business data.  
 
9.11 
Contractor shall provide software support via telephone, electronic mail, and site visits 
when necessary. Standard telephone support shall be provided via toll free phone number 
from 8am until 5pm Monday – Friday (Mountain Standard Time). Issues not resolved within 
the initial phone call will be assigned a tracking number and resolved within the terms of 
the Service Level Agreement.

SERIAL 240129-RFP 
 
9.12 
Contractor shall provide a web based platform available 24/7/365 (excluding maintenance 
windows) for submitting and tracking requests and issues from submittal through 
resolution.  To enable contractor to provide effective support, County will establish Virtual 
Desktop Interface (VDI) access based on remote access procedures compatible with 
County practices. 
 
9.13 
LICENSING, MAINTENANCE, AND STAFF AUGMENTATION 
 
9.13.1 Contractor shall provide support for the maintenance and licensing  for a hosted 
agenda and minutes solution. 
 
9.13.2 LICENSING   
 
9.13.2.1 Hyland has agreed to allow previously negotiated pricing to be carried 
forward to the new agreement for existing licenses (20% discount). The 
Contractor shall maintain this discount or a greater discount on existing 
licenses and any others provided by the reseller in order to realize 
savings for new licensing purchases. 
 
9.13.2.2 Within six months of award, contractor shall engage Hyland Customer 
Success services and conduct assessments of existing environments, 
including technical debt, and provide solution recommendations to 
streamline, improve, and reduce cost and leverage modules and 
functionality more effectively, and provide cost benefit analysis of 
existing licensing structure vs. enterprise licensing or hosted solutions. 
 
9.13.2.3 Billing shall include a Hyland Premium training subscription for County 
users, and four full registration passes to OnBase annual training 
(TechQuest or CommunityLive).  
 
9.13.2.4 Contractor shall provide an annual strategic workshop that engages 
Hyland Customer Success resources to assess existing solutions and 
assist in the development of a strategic roadmap to optimize solutions 
given the existing tool set and architecture.  
 
9.13.3 MAINTENANCE 
 
9.13.3.1 Contractor shall provide support and maintenance for all existing on-
premise and/or hosted products and any future purchases including all 
business functionality that may be implemented as a result of the 
County’s OnBase installations, including, but not limited to: 
 
9.13.3.1.1 Improvements, enhancements, upgrades, updates, new 
releases, and other changes to the platform, as and when 
made generally available at no additional cost to the 
County. 
 
9.13.3.1.2 Support of the County in all activities related to providing 
fixes, patches and upgrades necessary to maintain OnBase 
functionality, including any interfaces or connections to 
County line of business applications (Workday, Advantage, 
etc.).  
 
9.13.3.1.3 Support services that include, but are not limited to, 
application 
maintenance, 
performance 
improvement, 
production break/fix corrections, technical assistance, 
troubleshooting, and guidance on reported problems.

SERIAL 240129-RFP 
 
9.13.3.1.4 Dedicated and certified support resources including direct 
access to the Hyland National Support Team for issue 
reporting and resolution.  
 
9.13.3.1.5 Maintenance may include support of any features and 
enhancements created by other qualified Platinum or 
Platinum Elite Partners done through the Task Order 
process. 
 
9.13.3.1.6 The current licensing and maintenance term ends on June 
30, 2024. Contractor shall provide invoicing as well as 
maintenance and support for new term beginning on 
July 1, 2024. 
 
9.13.3.1.7 Maintenance shall be billed annually for the upcoming year. 
 
9.13.4 STAFF AUGMENTATION 
 
9.13.4.1 Contractor shall be able to provide staff augmentation services to 
supplement existing County OnBase staff in order to perform support 
and maintenance services for existing County OnBase solutions and 
provide limited requests for new services. 
  
9.13.4.2 Staff augmentation services may be purchased hourly or at a discounted 
monthly rate. 
 
9.13.4.3 Staff shall be certified as appropriate for the required level of work.  
 
9.14 
CONTRACTOR QUALIFICATIONS AND REQUIREMENTS 
9.14.1 Contractor shall only use experienced and qualified staff to work on County 
OnBase systems and projects. Experience and certifications shall be appropriate 
for work being performed.  
9.14.2 Contractor shall have and maintain for the duration of the agreement, technical 
staff who possess the following OnBase certifications, including, but not limited to: 
 
9.14.2.1 OCAWA/OCWE/HCOWEP 
9.14.2.2 OCI 
9.14.2.3 OCSE 
9.14.2.4 OCAPI 
9.14.2.5 OCWV/HCOWVEP 
9.14.2.6 HCRPA  
9.14.3 Contractor shall maintain these, and other certifications as they become available 
during the course of the contract, in support of the OnBase product. Additionally, 
staff shall stay up to date with extensive OnBase product knowledge, emerging 
market trends, and new technologies that will assist the County in connecting 
citizens to services through enabling technology.  
9.14.4 Respondent must have a minimum of 10 years of experience providing support for 
new development, upgrades, patches, troubleshooting, and production fixes 
working with large organizations of a similar scope and nature utilizing the OnBase 
platform.   
9.14.5 Contractor shall have staff who is knowledgeable with Microsoft products and other 
tools such as: 
 
9.14.5.1 Visual Studio.Net  
9.14.5.2 SQL Server  
9.14.5.3 Azure Cloud  
9.14.5.4 Azure DevOps

SERIAL 240129-RFP 
 
9.14.5.5 SharePoint  
9.14.5.6 Visio  
9.14.5.7 UML Modeling 
9.14.5.8 E-Signature platform(s)  
9.14.5.9 Project  
9.14.5.10 Server Reporting Services (SSRS)  
9.14.5.11 PowerBI 
9.14.5.12 API 
 
9.14.6 All County data must remain within the United States at all times. 
 
9.15 
PROJECT MANAGEMENT (SERVICES TO BE AWARDED THROUGH TASK ORDERS) 
 
9.15.1 All new project requests will be evaluated and approved by County IT resources 
prior to project initiation.  
 
9.15.2 Contractor shall bring extensive background in project management including all 
phases from identification of a need, through project close out. Contractor should 
have experience in various project management methodologies and procedures 
to include Planning and User Story Elicitation. 
 
9.15.3 All projects will include: discovery, design, system configuration, system testing, 
user acceptance testing, training, solution documentation, and post go-live 
support.  Considerations for all other active County applications must be included 
in order to ensure consistent data integrity across the County platforms.  
 
9.15.4 Contractor shall provide resources per staffing needs as defined in the Task Order 
Statement of Work (to include, but not limited to: functional, technical, business 
analyst, and project manager) Staffing assignment changes will require prior 
written review and authorization by authorized County personnel.  
 
9.15.5 Contractor shall provide plans to facilitate the orderly transition from an existing 
application to the newly developed one (including steps and instructions). 
Contractor shall provide support for migration, validation, and issue resolution.  
 
9.15.6 Maricopa County retains the rights (ownership) to all development including but 
not limited to coding, documentation, project deliverables and other supported 
content created in support of County work efforts 
 
9.15.7 Contractor shall conduct testing specific to project scope and confirm break/fixes 
prior to submitting for user validation. Contractor shall track changes and 
participate in troubleshooting working sessions. 
 
9.15.8 Contractor shall provide development and support documentation for all projects 
including functional design document, functional and technical requirements, 
solution design documentation, and all changes to County OnBase installations 
and related hardware/software resulting from a project or work performed under 
this agreement.  
 
9.15.9 Project details will be included in Task Orders issues through the County’s 
e-procurement platform. Projects may include, but are not limited to, the following 
categories: 
 
9.15.9.1 Project Initiation and Management 
9.15.9.2 Feasibility and Analysis 
9.15.9.3 Design and Development Services 
9.15.9.4 Test and Issue Management 
9.15.9.5 Deployment 
9.15.9.6 Resource Planning and Support

SERIAL 240129-RFP 
 
9.15.9.7 Customer Engagement and Business Analysis 
9.15.9.8 Technical and Integration Support 
 
10.0 
TERMS AND CONDITIONS 
 
10.1 
INDEMNIFICATION 
 
10.1.1 To the fullest extent permitted by law, and to the extent that claims, damages, 
losses, or expenses are not covered and paid by insurance purchased by the 
contractor, the contractor shall defend, indemnify, and hold harmless the County 
(as Owner), its agents, representatives, officers, directors, officials, and employees 
from and against all claims, damages, losses, and expenses (including, but not 
limited to attorneys' fees, court costs, expert witness fees, and the costs and 
attorneys' fees for appellate proceedings) arising out of, or alleged to have resulted 
from, the negligent acts, errors, omissions, or mistakes of the contractor, a 
subcontractor, anyone directly or indirectly employed by them, or anyone for 
whose acts they may be liable relating to the performance of this contract. 
 
10.1.2 Contractor's duty to defend, indemnify, and hold harmless the County, its agents, 
representatives, officers, directors, officials, and employees shall arise in 
connection with any claim, damage, loss, or expense that is attributable to bodily 
injury, sickness, disease, death, or injury to, impairment of, or destruction of 
tangible property, including loss of use resulting therefrom, caused by negligent 
acts, errors, omissions, or mistakes in the performance of this contract, but only to 
the extent caused by the negligent acts or omissions of the contractor, a 
subcontractor, anyone directly or indirectly employed by them, or anyone for 
whose acts they may be liable, regardless of whether or not such claim, damage, 
loss, or expense is caused in part by a party indemnified hereunder. 
 
10.1.3 The amount and type of insurance coverage requirements set forth herein will in 
no way be construed as limiting the scope of the indemnity in this section. 
 
10.1.4 The scope of this indemnification does not extend to the sole negligence of County. 
 
10.2 
INFRINGEMENT DEFENSE AND INDEMNIFICATION 
 
10.2.1 Definitions For purposes of this section: 
 
10.2.1.1 “Claim” means any cause of action in a third-party action, suit, or 
proceeding against County alleging that Contractor software, or its 
upgrades, modifications, or revisions, as of its delivery date under this 
agreement, infringes a valid U.S. patent, copyright, or trademark. 
 
10.2.1.2 “Participate and Share in the Costs” means Contractor will assist the 
County in the defense of the Claim, to the extent agreed to by the parties, 
except that Contractor shall be solely responsible for any and all costs 
adjudged in a successful Claim against the County. 
 
10.2.1.3 “Third-Party Products” means any products made by a party other than 
Contractor, and may include, without limitation, products ordered by 
County from third parties. However, components of Contractor branded 
products are not Third-Party Products if they are both: 
 
10.2.1.3.1 embedded in Third-Party Products (i.e., not recognizable as 
standalone items); and 
 
10.2.1.3.2 not identified as separate items on Contractor’s price list, 
quotes, order specifications forms, or documentation.

SERIAL 240129-RFP 
 
10.2.2 Defense and Indemnity 
 
10.2.2.1 Contractor shall defend, and Participate and Share in the Cost, in the 
full defense of the County against any Claim, and will indemnify and hold 
harmless the County, as provided for in this section, for any judgments, 
settlements, and court awarded attorney’s fees resulting from a Claim 
where the claimant is adjudged the successful party in the Claim. 
Contractor’s obligations under this section are conditioned on the 
following: 
 
10.2.2.1.1 County promptly notifies Contractor of the Claim, in writing, 
upon being made aware of the Claim; 
 
10.2.2.1.2 County gives Contractor lead authority control of the 
defense and (if applicable) settlement of the Claim, provided 
that County’s legal counsel may participate in such defense 
and settlement, at County’s expense; and 
  
10.2.2.1.3 County provides all information and assistance reasonably 
requested by Contractor to handle the defense or 
settlement of the Claim. 
 
10.2.3 Remedial Measures 
10.2.3.1 If software becomes, or Contractor reasonably believes use of software 
may become, the subject of a Claim, Contractor may, at its own expense 
and option: 
 
10.2.3.1.1 procure for County the right to continue use of the product; 
 
10.2.3.1.2 replace or modify the software; or 
 
10.2.3.1.3 to the extent that neither 10.2.3.1.1 nor 10.2.3.1.2 are 
deemed commercially practicable, refund to County a pro-
rated portion of the applicable fees for software based on a 
linear depreciation monthly over a 10-year useful life, in 
which case County will cease all use of software and return 
it to Contractor. 
 
10.2.4 Exceptions 
 
10.2.4.1 Contractor will have no defense or indemnity obligation for any Claim 
based on: 
 
10.2.4.1.1 modifications by someone other than Contractor; 
 
10.2.4.1.2 software has been modified by Contractor in accordance 
with County-provided specifications or instructions; 
 
10.2.4.1.3 use or combination by the County of software with Third-
Party Products, open source, or freeware technology; 
 
10.2.4.1.4 Third-Party Products, open source, or freeware technology; 
 
10.2.4.1.5 a product that is used or located by County in a country 
other than the country in which or for which it was supplied 
by Contractor; 
 
10.2.4.1.6 possession or use of a product after Contractor has 
informed County of modifications or changes required to

SERIAL 240129-RFP 
 
avoid such Claim and offered to implement those 
modifications or changes, if such Claim would have been 
avoided by implementation of Contractor's suggestions and 
to the extent County did not provide Contractor with a 
reasonable 
opportunity 
to 
implement 
Contractor's 
suggestions; or  
 
10.2.4.1.7 the amount of revenue or profits earned, or other value 
obtained by the use of products, or the amount of use of the 
products. 
 
10.2.5 The foregoing states Contractor’s entire liability, and County’s sole and exclusive 
remedy, except as provided by law or equity, with respect to any infringement or 
misappropriation of any intellectual property rights of another party. 
 
10.3 
SOURCE CODE ESCROW REQUIREMENT 
 
10.3.1 Contractor shall provide all proprietary technology and materials created by the 
Contractor and covered under this agreement that Maricopa County has 
purchased from Contractor for safekeeping with a mutually acceptable software 
escrow service provider (escrow agent) within 30 days of award, to include, but is 
not limited to, all source code, any updates or fixes, and related materials and 
documents for commercial off-the-shelf software (COTS), etc. (“deposit material”). 
The deposit material deposited with the escrow agent shall be a snapshot of all 
source code and related material maintained by Contractor. In this way, as 
beneficiary of the escrow agreement between Contractor and escrow agent, 
Maricopa County will have access to all source code of the products that they 
license for all versions of the software. Furthermore, the escrowed code shall 
include all code specifically developed for Maricopa County including, but not 
limited to, interfaces, Extraction-Transformation-Loading (ETL) routines for data 
conversion, and all custom code. Upon taking possession of the source code, 
Maricopa County will have the right to use the source for products that they license 
in the versions currently installed on the system or any subsequent versions 
archived with the escrow agent. Contractor will make a deposit of the deposit 
material with the escrow agent upon any version release or once every six months, 
whichever occurs first. 
 
10.3.2 Maricopa County hereby agrees to pay the yearly standard fee for a beneficiary of 
the source code. 
 
10.3.3 Maricopa County shall have access to the source code in the event of any of the 
following circumstances: 
 
10.3.3.1 the sale, assignment, or transfer to any third party of any of Contractor’s 
rights in the licensed product (or any portion thereof) if such sale, 
assignment, or transfer would prevent Contractor from fully performing 
any of its obligations under any agreement with Maricopa County; 
 
10.3.3.2 Contractor becomes insolvent or commits any affirmative act of 
insolvency, or generally fails to pay, or admits in writing its inability to 
pay, debts as they become due, makes a general assignment for the 
benefit of creditors, files a voluntary petition of bankruptcy, suffers or 
permits the appointment of a receiver for its business or assets, 
becomes subject to any proceeding under, or case in, any bankruptcy 
or insolvency law, or Contractor takes any action to authorize, or in the 
furtherance of, any of the following: 
 
10.3.3.2.1 Contractor 
discontinues 
providing 
full 
support 
and 
maintenance services for the licensed product in

SERIAL 240129-RFP 
 
accordance with its obligations pursuant to any agreement 
with Maricopa County; 
 
10.3.3.2.2 Contractor has ceased to do business or improperly refuses 
to provide any services pursuant to any agreement with 
Maricopa County; 
 
10.3.3.2.3 Contractor has breached (and if subject to a cure period, 
has not cured such breach within such period) any material 
term or condition of any agreement with Maricopa County; 
 
10.3.3.2.4 any change of control of Contractor or Contractor’s parent 
company, where such party is acquired, directly or 
indirectly, in a single transaction or series of related 
transactions, or all or substantially all of the assets of such 
party are acquired by any entity, or such party is merged 
with or into another entity to form a new entity; or 
 
10.3.3.2.5 any other circumstance in which Maricopa County is entitled 
to access or use the applicable deposit materials (including, 
but not limited to, the source code) under the express terms 
of any agreement between Contractor and Maricopa 
County. 
 
10.3.4 Upon Maricopa County taking possession of the source code, Maricopa County 
hereby agrees as follows: 
 
10.3.4.1 Maricopa County accepts full and total responsibility for the safekeeping 
of the source code. Maricopa County agrees that such source code shall 
be subject to the restrictions of transfer, sale, and reproduction placed 
on the software itself as stated in the software license signed by all 
parties. 
 
10.3.4.2 Maricopa County agrees to only use source code related to applications 
for which they own a license.  
 
10.3.4.3 Maricopa County agrees, if so ordered by a court of competent 
jurisdiction, to compensate Contractor for any and all damages 
Contractor suffers, to include reasonable attorney’s fees, resulting 
directly or indirectly from, but not limited to, the mishandling, misuse, or 
theft of the source code, regardless of intent, or the absence thereof, by 
Maricopa County, its employees, agents, and third-party Contractors. 
 
10.3.4.4 No license under any trademark, patent, copyright, or any other 
intellectual property right, is either granted or implied by the disclosure 
of the source code to Maricopa County. The Contractor’s disclosure of 
the source code to Maricopa County shall not constitute any 
representation, warranty, assurance, guarantee, or inducement by the 
Contractor to Maricopa County of any kind, and, in particular, with 
respect to the non-infringement of trademarks, patents, copyrights, or 
any other intellectual property rights, or other rights of third persons or 
of Contractor. 
 
10.3.5 Contractor will not be responsible for maintaining the source code. Furthermore, 
Contractor will not be liable for any consequences related to the use of source 
code modified by Maricopa County. 
 
10.4 
INSURANCE

SERIAL 240129-RFP 
 
10.4.1 Contractor, at Contractor’s own expense, shall purchase and maintain, at a 
minimum, the herein stipulated insurance from a company or companies duly 
licensed by the State of Arizona and possessing an AM Best, Inc. category rating 
of B++. In lieu of State of Arizona licensing, the stipulated insurance may be 
purchased from a company or companies, which are authorized to do business in 
the State of Arizona, provided that said insurance companies meet the approval of 
County. The form of any insurance policies and forms must be acceptable to 
County. 
 
10.4.2 All insurance required herein shall be maintained in full force and effect until all 
work or service required to be performed under the terms of the contract is 
satisfactorily completed and formally accepted. Failure to do so may, at the sole 
discretion of County, constitute a material breach of this contract. 
 
10.4.3 In the event that the insurance required is written on a claims-made basis, 
Contractor warrants that any retroactive date under the policy shall precede the 
effective date of this contract and either continuous coverage will be maintained, 
or an extended discovery period will be exercised for a period of two years 
beginning at the time work under this contract is completed. 
 
10.4.4 Contractor’s insurance shall be primary insurance as respects County, and any 
insurance or self-insurance maintained by County shall not contribute to it. 
 
10.4.5 Any failure to comply with the claim reporting provisions of the insurance policies 
or any breach of an insurance policy warranty shall not affect the County’s right to 
coverage afforded under the insurance policies. 
 
10.4.6 The insurance policies may provide coverage that contains deductibles or self-
insured retentions. Such deductible and/or self-insured retentions shall not be 
applicable with respect to the coverage provided to County under such policies. 
Contractor shall be solely responsible for the deductible and/or self-insured 
retention and County, at its option, may require Contractor to secure payment of 
such deductibles or self-insured retentions by a surety bond or an irrevocable and 
unconditional letter of credit. 
 
10.4.7 The insurance policies required by this contract, except Workers’ Compensation 
and Errors and Omissions, shall name County, its agents, representatives, officers, 
directors, officials, and employees as additional insureds. 
 
10.4.8 The policies required hereunder, except Workers’ Compensation and Errors and 
Omissions, shall contain a waiver of transfer of rights of recovery (subrogation) 
against County, its agents, representatives, officers, directors, officials, and 
employees for any claims arising out of Contractor’s work or service. 
 
10.4.9 If available, the insurance policies required by this contract may be combined with 
Commercial Umbrella Insurance policies to meet the minimum limit requirements. 
If a Commercial Umbrella insurance policy is utilized to meet insurance 
requirements, the Certificate of Insurance shall indicate which lines the 
Commercial Umbrella Insurance covers. 
 
10.4.9.1 Commercial General Liability 
 
Commercial General Liability (CGL) insurance and, if necessary, 
Commercial Umbrella insurance with a limit of not less than $2,000,000 
for each occurrence, $4,000,000 Products/Completed Operations 
Aggregate, and $4,000,000 General Aggregate Limit. The policy shall 
include coverage for premises liability, bodily injury, broad form property 
damage, personal injury, products and completed operations and 
blanket contractual coverage, and shall not contain any provisions which

SERIAL 240129-RFP 
 
would serve to limit third party action over claims. There shall be no 
endorsement or modifications of the CGL limiting the scope of coverage 
for liability arising from explosion, collapse, or underground property 
damage. 
 
10.4.9.2 Automobile Liability 
 
Commercial/Business Automobile Liability insurance with a combined 
single limit for bodily injury and property damage of not less than 
$2,000,000 each occurrence with respect to any of the Contractor’s 
owned, hired, and non-owned vehicles assigned to or used in 
performance of the Contractor’s work or services or use or maintenance 
of the premises under this contract.  
 
10.4.9.3 Workers’ Compensation 
 
10.4.9.3.1 Workers’ compensation insurance to cover obligations 
imposed by Federal and State statutes having jurisdiction of 
Contractor’s employees engaged in the performance of the 
work or services under this contract; and Employer’s 
Liability insurance of not less than $1,000,000 for each 
accident, $1,000,000 disease for each employee, and 
$1,000,000 disease policy limit.  
 
10.4.9.3.2 Contractor, its subcontractors, and sub-subcontractors 
waive all rights against this contract and its agents, officers, 
directors, and employees for recovery of damages to the 
extent these damages are covered by the workers’ 
compensation and Employer’s Liability or Commercial 
Umbrella Liability insurance obtained by Contractor, its 
subcontractors, and its sub-subcontractors pursuant to this 
contract. 
 
10.4.9.4 Errors and Omissions/Professional Liability Insurance 
 
10.4.9.4.1 Technology Errors & Omission insurance: Such insurance 
shall cover any and all errors, omissions, or negligent acts 
in the delivery of products, services, and/or licensed 
programs under this contract. 
 
• 
Each claim 
$5,000,000 
 
10.4.9.4.2 In the event that the Technology Errors & Omission 
insurance required by this contract is written on a claims-
made basis, contractor warrants that any retroactive date 
under the policy shall precede the effective date of this 
contract and, either continuous coverage will be maintained 
or an extended discovery period will be exercised for a 
period of two years, beginning at the time work under this 
contract is completed. 
 
10.4.9.5 Cyber, Network Security, and Privacy Liability 
 
Cyber, Network Security and Privacy Liability Insurance with a limit of 
not less than $5,000,000 per occurrence. The policy shall include, but 
not be limited to; coverage for all directors, officers, agents and 
employees of the Contractor, losses with respect to network risks (such 
as data breaches, unauthorized access or use, and ID theft of data), 
invasion of privacy (regardless of the type of media involved in the loss

SERIAL 240129-RFP 
 
of private information), crisis management, identity theft response costs, 
breach notification costs, credit remediation, and credit monitoring, 
defense, and claims expenses, regulatory defense costs plus fines and 
penalties, cyber extortion, electronic data restoration expenses (data 
asset protection), network business interruption, computer fraud 
coverage, funds transfer loss, third-party fidelity, theft, no requirement 
for arrest and conviction, and loss outside the premises of the named 
insured. 
 
10.4.10 Certificates of Insurance 
 
10.4.10.1 Prior to contract award, Contractor shall furnish the County with valid 
and complete Certificates of Insurance, or formal endorsements as 
required by the contract in the form provided by the County, issued by 
Contractor’s insurer(s), as evidence that policies providing the required 
coverage, conditions and limits required by this contract are in full force 
and effect. Such certificates shall identify this contract number and title. 
 
10.4.10.2 In the event any insurance policy(ies) required by this contract is (are) 
written on a claims-made basis, coverage shall extend for two years past 
completion and acceptance of Contractor’s work or services and as 
evidenced by annual certificates of insurance. 
 
10.4.10.3 If a policy does expire during the life of the Contract, a renewal certificate 
must be sent to County 15 calendar days prior to the expiration date. 
 
10.4.10.4 Certificates of Insurance shall identify Maricopa County as the certificate 
holder as follows: 
 
Maricopa County 
c/o Risk Management 
301 W Jefferson St, Suite 910 
Phoenix, AZ 85003 
 
10.4.11 Cancellation and Expiration Notice 
 
Applicable to all insurance policies required within the insurance requirements of 
this contract, Contractor’s insurance shall not be permitted to expire, be 
suspended, be canceled, or be materially changed for any reason without 30 days 
prior written notice to Maricopa County. Contractor must provide to Maricopa 
County, within two business days of receipt, if they receive notice of a policy that 
has been or will be suspended, canceled, materially changed for any reason, has 
expired, or will be expiring. Such notice shall be sent directly to Maricopa County 
Office of Procurement Services and shall be mailed, or hand delivered to 301 W. 
Jefferson, Suite 700, Phoenix, AZ 85003, or emailed to the procurement officer 
noted in the solicitation. 
 
10.5 FORCE MAJEURE 
 
10.5.1 Neither party shall be liable for failure of performance, nor incur any liability to the 
other party on account of any loss or damage resulting from any delay or failure 
to perform all or any part of this contract, if such delay or failure is caused by 
events, occurrences, or causes beyond the reasonable control and without 
negligence of the parties. Such events, occurrences, or causes include, but are 
not limited to, acts of God/nature (including fire, flood, earthquake, storm, 
hurricane, or other natural disaster), war, invasion, act of foreign enemies, 
hostilities (whether war is declared or not), civil war, riots, rebellion, revolution, 
insurrection, military or usurped power or confiscation, terrorist activities, 
nationalization, government sanction, lockout, blockage, embargo, labor dispute,

SERIAL 240129-RFP 
 
strike, and interruption or failure of electricity or telecommunication service, and 
pandemic. 
 
10.5.2 Each party, as applicable, shall give the other party notice of its inability to perform 
and particulars in reasonable detail of the cause of the inability. Each party must 
use best efforts to remedy the situation and remove, as soon as practicable, the 
cause of its inability to perform or comply. 
 
10.5.3 The party asserting Force Majeure as a cause for non-performance shall have 
the burden of proving that reasonable steps were taken to minimize delay or 
damages caused by foreseeable events, that all non-excused obligations were 
substantially fulfilled, and that the other party was timely notified of the likelihood 
or actual occurrence which would justify such an assertion, so that other prudent 
precautions could be contemplated. 
 
10.6 
ORDERING AUTHORITY 
 
Any request for purchase shall be accompanied by a valid purchase order issued by a 
County department or directed by a Certified Agency Procurement Aid (CAPA) with a 
purchase card for payment. 
 
10.7 
PROCUREMENT CARD ORDERING CAPABILITY 
 
County may opt to use a procurement card (Visa or Master Card) to make payment for 
orders under this contract. 
 
10.8 
INTERNET ORDERING CAPABILITY 
 
It is the intent of Maricopa County to use the Internet to communicate and to place orders 
under this contract. 
 
10.9 
NO MINIMUM OR MAXIMUM PURCHASE OBLIGATION 
 
This contract does not guarantee any minimum or maximum purchases will be made. 
Orders will only be placed under this contract when the County identifies a need and proper 
authorization and documentation have been approved. 
 
10.10 
PURCHASE ORDERS 
 
10.10.1 County reserves the right to cancel purchase orders within a reasonable period of 
time after issuance. Should a purchase order be canceled, the County agrees to 
reimburse the Contractor for actual and documentable costs incurred by the 
Contractor in response to the purchase order. The County will not reimburse the 
Contractor for any costs incurred after receipt of County notice of cancellation, or 
for lost profits, or for shipment of product prior to issuance of purchase order. 
 
10.10.2 Contractor agrees to accept verbal notification of cancellation of purchase orders 
from the County procurement officer with written notification to follow. Contractor 
specifically acknowledges to be bound by this cancellation policy. 
 
10.11 
BACKGROUND CHECK 
 
Respondents may be required to pass multiple background checks (e.g. Sheriff’s Office, 
County Attorney's Office, Courts, as well as Maricopa County general government) to 
determine if the respondent is acceptable to do business with the County. This applies to, 
but is not limited to, the company, subcontractors, and employees, and the failure to pass 
these checks shall deem the respondent non-responsible. 
 
10.12 
SUSPENSION OF WORK

SERIAL 240129-RFP 
 
 
The procurement officer may order the Contractor, in writing, to suspend, delay, or interrupt 
all or any part of the work of this contract for the period of time that the procurement officer 
determines appropriate for the convenience of the County. No adjustment shall be made 
under this clause for any suspension, delay, or interruption to the extent that performance 
would have been so suspended, delayed, or interrupted by any other cause, including the 
fault or negligence of the Contractor. No request for adjustment under this clause shall be 
granted unless the claim, in an amount stated, is asserted in writing as soon as practicable 
after the termination of the suspension, delay, or interruption, but not later than the date of 
final payment under the contract. 
 
10.13 
STOP WORK ORDER 
 
10.13.1 The procurement officer may, at any time, by written order to the Contractor, 
require the Contractor to stop all, or any part, of the work called for by this contract 
for a period of 90 calendar days after the order is delivered to the Contractor, and 
for any further period to which the parties may agree. The order shall be specifically 
identified as a stop work order issued under this clause. Upon receipt of the order, 
the Contractor shall immediately comply with its terms and take all reasonable 
steps to minimize the incurrence of costs allocable to the work covered by the order 
during the period of work stoppage. Within a period of 90 calendar days after a 
stop work order is delivered to the Contractor, or within any extension of that period 
to which the parties shall have agreed, the procurement officer shall either: 
 
10.13.1.1 cancel the stop work order; or  
 
10.13.1.2 terminate the work covered by the order as provided in the Termination 
for Default or the Termination for Convenience clause of this contract. 
 
10.13.1.3 The procurement officer may make an equitable adjustment in the 
delivery schedule and/or contract price, and the contract shall be 
modified, in writing, accordingly, if the Contractor demonstrates that the 
stop work order resulted in an increase in costs to the Contractor 
 
10.14 
TERMINATION FOR CONVENIENCE 
 
Maricopa County may terminate the resultant contract for convenience by providing 60 
calendar days advance notice to the Contractor. 
 
10.15 
TERMINATION FOR DEFAULT 
 
10.15.1 The County may, by written Notice of Default to the Contractor, terminate this 
contract in whole or in part if the Contractor fails to: 
 
10.15.1.1 deliver the supplies or to perform the services within the time specified 
in this contract or any extension;  
 
10.15.1.2 make progress, so as to endanger performance of this contract; or 
 
10.15.1.3 perform any of the other provisions of this contract. 
 
10.15.2 The County’s right to terminate this contract under these subparagraphs may be 
exercised if the Contractor does not cure such failure within 10 business days (or 
more if authorized in writing by the County) after receipt of a Notice to Cure from 
the procurement officer specifying the failure.

SERIAL 240129-RFP 
 
10.16 
PERFORMANCE 
 
It shall be the Contractor’s responsibility to meet the proposed performance requirements. 
Maricopa County reserves the right to obtain services on the open market in the event the 
Contractor fails to perform, and any price differential will be charged against the Contractor. 
 
10.17 
CONTRACTOR EMPLOYEE MANAGEMENT 
 
10.17.1 Contractor shall endeavor to maintain the personnel proposed in their proposal 
throughout the performance of this contract. 
 
10.17.2 If Contractor personnel’s employment status changes, Contractor shall provide 
County a list of proposed replacements with equivalent or greater experience. 
 
10.17.3 Under no circumstances shall the implementation schedule to be impacted by a 
personnel change on the part of the Contractor. 
 
10.17.4 Contractor shall not reassign any key personnel identified in their proposal without 
the express consent of the County. 
 
10.17.5 County reserves the right to immediately remove from its premises any Contractor 
personnel it determines to be a risk to County operations. 
 
10.17.6 County reserves the right to request the replacement of any Contractor personnel 
at any time, for any reason. 
 
10.18 
TRAINING 
 
Contractor shall provide training services to completely train County personnel, as 
applicable. All training shall take place on-site in Maricopa County, unless otherwise 
negotiated with County. 
 
10.19 
WARRANTY OF SERVICES 
 
10.19.1 The Contractor warrants that all services provided hereunder will conform to the 
requirements of the contract, including all descriptions, specifications, and 
attachments made a part of this contract. County’s acceptance of services or 
goods provided by the Contractor shall not relieve the Contractor from its 
obligations under this warranty. 
 
10.19.2 In addition to its other remedies, County may, at the Contractor's expense, require 
prompt correction of any services failing to meet the Contractor's warranty herein. 
Services corrected by the Contractor shall be subject to all the provisions of this 
contract in the manner and to the same extent as services originally furnished 
hereunder. 
 
10.20 
INSPECTION OF SERVICES 
 
10.20.1 The Contractor shall provide and maintain an inspection system acceptable to 
County covering the services under this contract. Complete records of all 
inspection work performed by the Contractor shall be maintained and made 
available to County during contract performance and for as long afterwards as the 
contract requires. 
 
10.20.2 County has the right to inspect and test all services called for by the contract, to 
the extent practicable at all times and places during the term of the contract. 
County shall perform inspections and tests in a manner that will not unduly delay 
the work.

SERIAL 240129-RFP 
 
10.20.3 If any of the services do not conform to contract requirements, County may require 
the Contractor to perform the services again in conformity with contract 
requirements, at no cost to the County. When the defects in services cannot be 
corrected by re-performance, County may: 
 
10.20.3.1 require the Contractor to take necessary action to ensure that future 
performance conforms to contract requirements; and 
 
10.20.3.2 reduce the contract price to reflect the reduced value of the services 
performed. 
 
10.20.4 If the Contractor fails to promptly perform the services again or to take the 
necessary action to ensure future performance in conformity with contract 
requirements, County may: 
 
10.20.4.1 by contract or otherwise, perform the services and charge to the 
Contractor, through direct billing or through payment reduction, any cost 
incurred by County that is directly related to the performance of such 
service; or 
 
10.20.4.2 terminate the contract for default. 
 
10.21 
USAGE REPORT 
 
The Contractor shall furnish the County a usage report, upon request, delineating the 
acquisition activity governed by the contract. The format of the report shall be approved by 
the County and shall disclose the quantity and dollar value of each contract item by 
individual unit of measure. 
 
10.22 
STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST 
 
Notice is given that, pursuant to A.R.S. § 38-511, the County may cancel any contract 
without penalty or further obligation within three years after execution of the contract, if any 
person significantly involved in initiating, negotiating, securing, drafting, or creating the 
contract on behalf of the County is at any time, while the contract or any extension of the 
contract is in effect, an employee or agent of any other party to the contract in any capacity 
or consultant to any other party of the contract with respect to the subject matter of the 
contract. Additionally, pursuant to A.R.S. § 38-511, the County may recoup any fee or 
commission paid or due to any person significantly involved in initiating, negotiating, 
securing, drafting, or creating the contract on behalf of the County from any other party to 
the contract arising as the result of the contract. 
 
10.23 
OFFSET FOR DAMAGES 
 
In addition to all other remedies at Law or Equity, the County may offset from any money 
due to the Contractor any amounts Contractor owes to the County for damages resulting 
from breach or deficiencies in performance of the contract. 
 
10.24 
SUBCONTRACTING 
 
10.24.1 The Contractor may not assign to another Contractor or subcontract to another 
party for performance of the terms and conditions hereof without the written 
consent of the County. All correspondence authorizing subcontracting must 
reference the bid serial number and identify the job or project. 
 
10.24.2 The subcontractor’s rate for the job shall not exceed that of the prime Contractor’s 
rate, as bid in the pricing section, unless the prime Contractor is willing to absorb 
any higher rates. The subcontractor’s invoice shall be invoiced directly to the prime 
Contractor, who in turn shall pass-through the costs to the County, without mark-

SERIAL 240129-RFP 
 
up. A copy of the subcontractor’s invoice must accompany the prime Contractor’s 
invoice. 
 
10.25 
AMENDMENTS 
 
All amendments to this contract shall be in writing and approved/signed by both parties. 
Maricopa County Office of Procurement Services shall be responsible for approving all 
amendments for Maricopa County. 
 
10.26 
ADDITIONS/DELETIONS OF REQUIREMENTS 
 
The County reserves the right to add and/or delete materials and services to a contract. If 
a service requirement is deleted, payment to the Contractor will be reduced proportionately 
to the amount of service reduced in accordance with the bid price. If additional materials 
or services are required from a contract, prices for such additions will be negotiated 
between the Contractor and the County. 
 
10.27 
RIGHTS IN DATA 
 
10.27.1 The County shall have the use of data and reports resulting from a contract without 
additional cost or other restriction except as may be established by law or 
applicable regulation. Each party shall supply to the other party, upon request, any 
available information that is relevant to a contract and to the performance 
thereunder. 
 
10.27.2 Data, records, reports, and all other information generated for the County by a third 
party as the result of a contract are the property of the County and shall be provided 
in a format designated by the County or shall be and remain accessible to the 
County into perpetuity. 
 
10.28 
ACCESS TO AND RETENTION OF RECORDS FOR THE PURPOSE OF AUDIT AND/OR 
OTHER REVIEW 
 
10.28.1 In accordance with Section MC1-372 of the Maricopa County Procurement Code, 
the Contractor agrees to retain (physical or digital copies of) all books, records, 
accounts, statements, reports, files, and other records and back-up documentation 
relevant to this contract for six years after final payment or until after the resolution 
of any audit questions, which could be more than six years, whichever is longest. 
The County, Federal or State auditors and any other persons duly authorized by 
the department shall have full access to and the right to examine, copy, and make 
use of, any and all said materials. 
 
10.28.2 If the Contractor’s books, records, accounts, statements, reports, files, and other 
records and back-up documentation relevant to this contract are not sufficient to 
support and document that requested services were provided, the Contractor shall 
reimburse Maricopa County for the services not so adequately supported and 
documented. 
 
10.29 
AUDIT DISALLOWANCES 
 
If at any time it is determined by the County that a cost for which payment has been made 
is a disallowed cost, the County shall notify the Contractor in writing of the disallowance. 
The course of action to address the disallowance shall be at sole discretion of the County, 
and may include either an adjustment to future invoices, request for credit, request for a 
check, or a deduction from current invoices submitted by the Contractor equal to the 
amount of the disallowance, or to require reimbursement forthwith of the disallowed amount 
by the Contractor by issuing a check payable to Maricopa County.

SERIAL 240129-RFP 
 
10.30 
STRICT COMPLIANCE 
 
Acceptance by County of a performance that is not in strict compliance with the terms of 
the contract shall not be deemed to be a waiver of strict compliance with respect to all other 
terms of the contract. 
10.31 
VALIDITY 
 
The invalidity, in whole or in part, of any provision of this contract shall not void or affect 
the validity of any other provision of the contract. 
 
10.32 
SEVERABILITY 
 
The removal, in whole or in part, of any provision of this contract shall not void or affect the 
validity of any other provision of this contract. 
 
10.33 
RELATIONSHIPS 
 
10.33.1 In the performance of the services described herein, the Contractor shall act solely 
as an independent Contractor, and nothing herein or implied herein shall at any 
time be construed as to create the relationship of employer and employee, co-
employee, partnership, principal and agent, or joint venture between the County 
and the Contractor. 
 
10.33.2 The County reserves the right of final approval on proposed staff. Also, upon 
request by the County, the Contractor will be required to remove any employees 
working on County projects and substitute personnel based on the discretion of 
the County within two business days, unless a different time period was previously 
approved by the County. 
 
10.34 
NON-DISCRIMINATION 
 
Contractor agrees to comply with all provisions and requirements of Arizona Executive 
Order 2009-09, including flow down of all provisions and requirements to any 
subcontractors. Executive Order 2009-09 supersedes Executive Order 99-4 and amends 
Executive Order 75-5 and is hereby incorporated into this contract as if set forth in full 
herein. During the performance of this contract, contractor shall not discriminate against 
any employee, client, or any other individual in any way because of that person’s age, race, 
creed, color, religion, sex, disability, or national origin. (Arizona Executive Order 2009-09 
can be viewed at https://apps.azsos.gov/public_services/register/2009/46/governor.pdf) 
 
10.35 
WRITTEN CERTIFICATION PURSUANT to A.R.S. § 35-393.01 
 
If Contractor engages in for-profit activity and has 10 or more employees, and if this 
agreement has a value of $100,000 or more, Contractor certifies it is not currently engaged 
in, and agrees for the duration of this agreement to not engage in, a boycott of goods or 
services from Israel. This certification does not apply to a boycott prohibited by 50 U.S.C. 
§ 4842 or a regulation issued pursuant to 50 U.S.C. § 4842. 
 
10.36 
CERTIFICATION REGARDING DEBARMENT AND SUSPENSION 
 
10.36.1 The undersigned (authorized official signing on behalf of the Contractor) certifies 
to the best of his or her knowledge and belief that the Contractor, its current 
officers, and directors: 
 
10.36.1.1 are not presently debarred, suspended, proposed for debarment, 
declared ineligible, or voluntarily excluded from being awarded any 
contract or grant by any United States department or agency or any 
state, or local jurisdiction;

SERIAL 240129-RFP 
 
10.36.1.2 have not within a three-year period preceding this contract: 
 
10.36.1.2.1 been convicted of fraud or any criminal offense in 
connection with obtaining, attempting to obtain, or as the 
result of performing a government entity (Federal, State or 
local) transaction or contract; or 
 
10.36.1.2.2 been convicted of violation of any Federal or State antitrust 
statutes or conviction for embezzlement, theft, forgery, 
bribery, falsification or destruction of records, making false 
statements, or receiving stolen property regarding a 
government entity transaction or contract; 
 
10.36.1.3 are not presently indicted or criminally charged by a government entity 
(Federal, State or local) with commission of any criminal offenses in 
connection with obtaining, attempting to obtain, or as the result of 
performing a government entity public (Federal, State or local) 
transaction or contract; 
 
10.36.1.4 are not presently facing any civil charges from any governmental entity 
regarding obtaining, attempting to obtain, or from performing any 
governmental entity contract or other transaction; and  
 
10.36.1.5 have not within a three-year period preceding this contract had any 
public transaction (Federal, State or local) terminated for cause or 
default. 
 
10.36.2 If any of the above circumstances described in the paragraph are applicable to the 
entity submitting a bid for this requirement, include with your bid an explanation of 
the matter including any final resolution. 
 
10.36.3 The Contractor shall include, without modification, this clause in all lower tier 
covered transactions (i.e. transactions with subcontractors or sub-subcontractors) 
and in all solicitations for lower tier covered transactions related to this contract. If 
this clause is applicable to a subcontractor or sub-subcontractor, the Contractor 
shall include the information required by this clause with their bid. 
 
10.37 
VERIFICATION REGARDING COMPLIANCE WITH A.R.S. § 41-4401 AND FEDERAL 
IMMIGRATION LAWS AND REGULATIONS 
 
10.37.1 By entering into the contract, the Contractor warrants compliance with the 
Immigration and Nationality Act (INA using E-Verify) and all other Federal 
immigration laws and regulations related to the immigration status of its employees 
and A.R.S. § 23-214(A). The Contractor shall obtain statements from its 
subcontractors certifying compliance and shall furnish the statements to the 
procurement officer upon request. These warranties shall remain in effect through 
the term of the contract. The Contractor and its subcontractors shall also maintain 
Employment Eligibility Verification forms (I-9) as required by the Immigration Reform 
and Control Act of 1986, as amended from time to time, for all employees performing 
work under the contract and verify employee compliance using the E-Verify system 
and shall keep a record of the verification for the duration of the employee’s 
employment or at least three years, whichever is longer. I-9 forms are available for 
download at www.uscis.gov. 
 
10.37.2 The County retains the legal right to inspect documents of Contractor and 
subcontractor employees performing work under this contract to verify compliance 
with paragraph 11.37.1 of this section. Contractor and subcontractor shall be given 
reasonable notice of the County’s intent to inspect and shall make the documents 
available at the time and date specified. Should the County suspect or find that the

SERIAL 240129-RFP 
 
Contractor or any of its subcontractors are not in compliance, the County will 
consider this a material breach of the contract and may pursue any and all remedies 
allowed by law, including, but not limited to: suspension of work, termination of the 
contract for default, and suspension and/or debarment of the Contractor. All costs 
necessary to verify compliance are the responsibility of the Contractor. 
 
10.38 
CONTRACTOR LICENSE REQUIREMENT 
 
The Contractor shall procure all permits, insurance, and licenses, and pay the charges and 
fees necessary and incidental to the lawful conduct of his/her business, and as necessary 
complete any requirements, by any and all governmental or non-governmental entities as 
mandated to maintain compliance with and remain in good standing. The Contractor shall 
keep fully informed of existing and future trade or industry requirements, and Federal, 
State, and local laws, ordinances, and regulations which in any manner affect the fulfillment 
of a contract and shall comply with the same. Contractor shall immediately notify both the 
Office of Procurement Services and the department of any and all changes concerning 
permits, insurance, or licenses. 
 
10.39 
INFLUENCE 
 
10.39.1 As prescribed in MC1-1203 of the Maricopa County Procurement Code, any effort 
to influence an employee or agent to breach the Maricopa County Ethical Code of 
Conduct or any ethical conduct, may be grounds for disbarment or suspension 
under MC1-902. 
 
10.39.2 An attempt to influence includes, but is not limited to: 
 
10.39.2.1 A person offering or providing a gratuity, gift, tip, present, donation, 
money, entertainment or educational passes or tickets, or any type of 
valuable contribution or subsidy that is offered or given with the intent to 
influence a decision, obtain a contract, garner favorable treatment, or 
gain favorable consideration of any kind. 
 
10.39.3 If a person attempts to influence any employee or agent of Maricopa County, the 
chief procurement officer, or his designee, reserves the right to seek any remedy 
provided by the Maricopa County Procurement Code, any remedy in equity or in 
the law, or any remedy provided by this contract.  
 
10.40 
CONFIDENTIAL INFORMATION 
 
10.40.1 Any information obtained in the course of performing this contract may include 
information that is proprietary or confidential to the County. This provision 
establishes the Contractor’s obligation regarding such information. 
 
10.40.2 The Contractor shall establish and maintain procedures and controls that are 
adequate to assure that no information contained in its records and/or obtained 
from the County or from others in carrying out its functions (services) under the 
contract shall be used by or disclosed by it, its agents, officers, or employees, 
except as required to efficiently perform duties under the contract. The Contractor’s 
procedures and controls, at a minimum, must be the same procedures and controls 
it uses to protect its own proprietary or confidential information. If, at any time 
during the duration of the contract, the County determines that the procedures and 
controls in place are not adequate, the Contractor shall institute any new and/or 
additional measures requested by the County within 15 business days of the 
written request to do so. 
 
10.40.3 Any requests to the Contractor for County proprietary or confidential information 
shall be referred to the County for review and approval, prior to any dissemination.

SERIAL 240129-RFP 
 
10.41 
PUBLIC RECORDS 
 
Under Arizona law, all offers submitted and opened are public records and must be 
retained by the County at the Maricopa County Office of Procurement Services. Offers shall 
be open to public inspection and copying after contract award and execution, except for 
such offers or sections thereof determined to contain proprietary or confidential information 
by the Office of Procurement Services. If an offeror believes that information in its offer or 
any resulting contract should not be released in response to a public record request, under 
Arizona law, the offeror shall indicate the specific information deemed confidential or 
proprietary and submit a statement with its offer detailing the reasons that the information 
should not be disclosed. Such reasons shall include the specific harm or prejudice which 
may arise from disclosure. The records manager of the Office of Procurement Services 
shall determine whether the identified information is confidential pursuant to the Maricopa 
County Procurement Code. 
 
10.42 
INTEGRATION 
 
This contract represents the entire and integrated agreement between the parties and 
supersedes 
all 
prior 
negotiations, 
proposals, 
communications, 
understandings, 
representations, or agreements, whether oral or written, expressed, or implied. 
 
10.43 
UNIFORM ADMINISTRATIVE REQUIREMENTS 
 
By entering into this contract, the Contractor agrees to comply with all applicable provisions 
of 
Title 
2, 
Subtitle 
A, 
Chapter 
II, 
Part 
200—UNIFORM 
ADMINISTRATIVE 
REQUIREMENTS, COST PRINCIPLES, AND AUDIT REQUIREMENTS FOR FEDERAL 
AWARDS contained in Title 2 C.F.R. § 200 et seq. 
 
10.44 
GOVERNING LAW 
 
This contract shall be governed by the laws of the State of Arizona. Venue for any actions 
or lawsuits involving this contract will be in Maricopa County Superior Court, Phoenix, 
Arizona. 
 
10.45 
FORCED LABOR 
 
10.45.1 By submitting a bid for this solicitation and/or entering into a contract as a result of 
this solicitation, contractor agrees to comply with all applicable portions of Arizona 
Revised Statutes Section 35-394. Contracting; procurement; prohibition; written 
certification; remedy; termination; exception; definitions. 
 
10.45.2 Contractor certifies that it does not currently, and agrees for the duration of the 
contract, that it will not use:  
 
10.45.2.1 The forced labor of ethnic Uyghurs in the People’s Republic of China. 
 
10.45.2.2 Any goods or services produced by the forced labor of ethnic Uyghurs 
in the People’s Republic of China.  
 
10.45.2.3 Any contractors, subcontractors or suppliers that use the forced labor or 
any good or services produced by the forced labor of ethnic Uyghurs in 
the People’s Republic of China. 
 
10.45.3 If contractor becomes aware during the term of the agreement that contractor is 
not in compliance with this paragraph, the contractor shall notify the County within 
five business days after becoming aware of the noncompliance. If the contractor 
fails to provide a written certification to the County that the contractor has remedied 
the noncompliance within 180 days after notifying the County of its noncompliance, 
then the agreement terminates, except that if the agreement termination date

SERIAL 240129-RFP 
 
occurs before the end the 180 day period, the agreement terminates on the 
agreement termination date. 
 
10.46 
PRICES 
 
Contractor warrants that prices extended to County under this contract are no higher than 
those paid by any other customer for these or similar services. 
 
10.47 
ORDER OF PRECEDENCE 
 
In the event of a conflict in the provisions of this contract and Contractor’s license 
agreement, if applicable, the terms of this contract shall prevail. 
 
10.48 
UNIQUE ENTITY IDENTIFIER (UEI) AND SYSTEM FOR AWARD MANAGEMENT 
REGISTRATION 
 
All 
contractors 
that 
receive 
funding 
must 
have 
a 
UEI 
number 
through 
https://sam.gov/content/entity-registration. Contractor must also remain current with the 
System for Award Management www.sam.gov throughout the term of the contract. 
 
10.49 
RELIGIOUS ACTIVITIES 
 
The contractor agrees that costs, planned or claimed, including costs incurred, shall not 
include any expense for any religious activity. 
 
10.50 
POLITICAL ACTIVITY PROHIBITED 
 
None of the funds, materials, property, or services contributed by the County or the 
contractor under the agreement shall be used in the performance of this agreement for any 
partisan political activity, or to further the election or defeat of any candidate for public 
office. 
 
10.51 
EQUAL EMPLOYMENT OPPORTUNITY 
 
10.51.1 The contractor shall not discriminate against any employee or applicant for 
employment because of race, age, disability, color, religion, sex, or national origin. 
The contractor shall take affirmative action to ensure applicants are employed and 
that employees are treated during employment without regard to their race, age, 
disability, color, religion, sex, or national origin. Such action shall include but is not 
limited to the following: employment, upgrading, demotion or transfer, recruitment, 
or recruitment advertising, lay-off or termination, rates of pay or other forms of 
compensation, and selection for training, including apprenticeship. 
 
10.51.2 Contractor shall comply with the following provisions: 
 
10.51.2.1 Title VI and VII of the Civil Rights Act of 1964, as amended (42 U.S.C. 
§§ 2000a, et seq.); 
 
10.51.2.2 The Rehabilitation Act of 1973, as amended (29 U.S.C. §§ 701, et seq.); 
 
10.51.2.3 The Age Discrimination in Employment Act of 1967, as amended 
(29U.S.C. §§ 621, et seq.); 
 
10.51.2.4 The Americans With Disabilities Act of 1990 (42 U.S.C. §§ 12101, et 
seq.); and Arizona Executive Order 2009-09, as amended, et seq. which 
mandates that all persons shall have equal access to employment 
opportunities.

SERIAL 240129-RFP 
 
10.51.2.5 Contractor understands that the United States has the right to seek 
judicial enforcement of this assurance. 
 
10.52 
CERTIFICATION REGARDING LOBBYING 
 
10.52.1 Contractor certifies, to the best of their knowledge and belief, that: 
 
10.52.1.1 No federal appropriated funds have been paid or will be paid, by or on 
behalf of the contractor, to any person for influencing or attempting to 
influence an officer or employee of any agency. This applies to a 
Member of Congress, an officer or employee of Congress, or an 
employee of a Member of Congress in connection with the awarding of 
any federal contract, the making of any federal grant. Including the 
making of any federal, loan the entering into of any cooperative 
agreement, and the extension, continuation, renewal, amendment, or 
modification of any federal contract, grant, loan, or cooperative 
agreement. 
 
10.52.2 If any funds other than federal appropriated funds, have been paid or will be paid 
to any person for influencing or attempting to influence an officer or employee of 
any agency, member of Congress, an officer or employee of Congress, or an 
employee of a member of Congress in connection with this federal contract, grant, 
loan, or cooperative agreement, the undersigned shall complete and submit 
Standard Form-LLL, “Disclosure Form to Report Lobbying,” in accordance with its 
instructions. 
 
10.52.3 Contractor shall include Lobbying Certification language in the award documents 
for all subcontractors (including sub-grants, and contract under grants, loans, and 
cooperative agreements) and that all sub-recipients shall certify and disclose 
accordingly. 
 
10.52.3.1 The Lobbying Certification is a material representation of fact upon 
which reliance was placed when this transaction is made or entered into. 
Submission of this certification is prerequisite for making or entering into 
this transaction imposed by section 1352, Title 31, U.S. Code. Any 
successful proposer(s) who fail to file the required certification shall be 
subject to a civil penalty of not less than $10,000.00 and not more than 
$100,000.00 for each such failure. 
 
10.53 
CLEAN AIR ACT & CLEAN WATER ACT 
 
Contractor must comply with all applicable standards, orders, or requirements issued under 
section 306 of the Clean Air Act (42 U.S.C. 1857(h), section 508 of the Clean Water Act 
(33 U.S.C. 1368) Executive Order 11738, and Environmental Protection Agency 
regulations (40 CFR part 15). 
 
10.54 
ENERGY POLICY AND CONSERVATION ACT 
 
Contractor must adhere to the standards and policies relating to energy efficiency, which 
are contained in the State energy conservation plan issued in compliance with the Energy 
Policy and Conservation Act (Pub. L. 94-163, 89 Stat.871). 
 
10.55 
CONTRACT DISPUTES  
 
All Contract disputes will be handled in accordance with the Maricopa County Procurement 
Code, MCI-906

SERIAL 240129-RFP 
 
10.56 
INCORPORATION OF DOCUMENTS 
 
10.56.1 The following are to be attached to and made part of this Contract: 
 
10.56.1.1 Exhibit A - Vendor Information and Pricing 
 
10.56.1.2 Exhibit B - Scope of Work 
 
10.56.1.3 Exhibit C - Service Level Agreement 
 
10.56.1.4 Exhibit D - Information Technology Supplemental Terms & Conditions 
 
10.56.1.5 Exhibit E - Office of Procurement Services Contractor Travel and Per  
Diem Policy. 
 
10.57 
NOTICES 
 
All notices given pursuant to the terms of this contract shall be addressed to: 
 
For County: 
 
Maricopa County 
Office of Procurement Services 
301 W. Jefferson St. Suite 700 
Phoenix, Arizona 85003-1647 
 
 
For Contractor: 
DataBank IMX, LLC 
458 Pike Road 
Huntington Valley, PA 19006 
 
10.58 
INQUIRIES 
 
10.58.1 Administrative telephone/email inquiries shall be addressed to: 
 
ELIZABETH KUTTNER, PROCUREMENT OFFICER 
TELEPHONE: (602) 506-0099  
elizabeth.kuttner@maricopa.gov 
 
10.58.2 Inquiries may be submitted by telephone but must be followed up in writing. No 
oral communication is binding on Maricopa County.

SERIAL 240129-RFP 
 
EXHIBIT A: VENDOR INFORMATION AND PRICING 
 
COMPANY NAME: 
DataBank IMX, LLC 
DOING BUSINESS AS (dba): 
DataBank IMX, LLC 
MAILING ADDRESS: 
458 Pike Road Huntingdon Valley, PA 19006 
REMIT TO ADDRESS: 
458 Pike Road Huntingdon Valley, PA 19006 
TELEPHONE NUMBER: 
1-800-873-9426 
FAX NUMBER: 
 
WWW ADDRESS: 
www.databankimx.com 
REPRESENTATIVE NAME: 
Lee Meyerdirk 
REPRESENTATIVE  TELEPHONE NUMBER: 
612-759-0946 
REPRESENTATIVE EMAIL ADDRESS 
lmeyerdirk@databankimx.com 
UEI (Unique Entity Identifier) (SAM.gov) 
LA7GKLJP72E1 
 
  
YES 
NO 
REBATE 
WILL ALLOW OTHER GOVERNMENTAL ENTITIES TO 
PURCHASE FROM THIS CONTRACT:  
☒ 
☐ 
WILL ACCEPT PROCUREMENT CARD FOR PAYMENT: 
☒ 
☐ 
 
PAYMENT STANDARD: NET 30 DAYS 
 
1.0    FEE PRICING 
Indicate fees and discounts as directed below for Staff Augmentation, and Licensing, 
Maintenance, and Hosting. Fees shall be inclusive of general office supplies, faxes, local travel 
expenses, and general administrative functions, off-hours services.  
  
Hourly rate under 
160/month 
Hourly rate per 
160 hours or more/month 
  
$187.50 
$187.50 
Discount off MSRP 
  
Licensing 
20.00%   
  
  
Maintenance 
20.00%   
  
  
  
Hosting (Agenda and Minutes Management 
solution, as per section 1.2 of the solicitation) 
20.00% 
  
 
2.0 PROJECT TASK ORDER PRICING 
Pricing for task order projects shall be submitted in response to a task orders issued and may have 
additional costs outside of the billing rate for the engagement. Project pricing will be evaluated at time of 
task order response. 
Fees provided with responses to task orders shall be inclusive of general office supplies, faxes, local 
travel expenses, and general administrative functions and off-hours services unless otherwise stated in 
the Task Order. Vendor will provide any additional pricing for specific Task Orders at time of Task Order 
proposal submission in response to Task Order scope of work.

SERIAL 240129-RFP 
 
EXHIBIT B: SCOPE OF WORK 
 
I. 
BUNDLED 
SERVICES: 
LICENSING, 
MAINTENANCE, 
STAFF AUGMENTATION, AND HOSTING  
Your dedicated team eagerly anticipates the opportunity to continue collaborating with Maricopa County, 
assisting in achieving your enterprise goals and objectives. With a proven track record, we pledge to uphold 
and exceed industry and technology best practices, ensuring successful and timely project deliveries in 
close coordination with OET and other relevant departments. 
Our primary focus on people and processes aims to maximize productivity, reduce operational costs, and 
enhance service level improvements through streamlined document, data, and business process 
management.  
 
DataBank Proposed Value-Add Products & Services 
In addition to OnBase-related services, DataBank is proposing the following value-add products and 
services to consider: 
 
Introducing: The DataBank Cloud 
The DataBank Cloud is a comprehensive cloud hosting solution built specifically for OnBase users utilizing 
DataBank and Hyland best practices. County data is hosted in your own private single-tenant cloud instance, 
meaning there is no shared infrastructure or data co-mingling with any other system. DataBank is ISO 27001, 
ISO 27007, and ISO 27017 certified, so your data is safe. The DataBank Cloud is a full-service offering—we 
manage everything, including OnBase upgrades, for our clients. 
Databank Cloud is flexible, secure, comprehensive hosting for OnBase. DataBank Cloud was created to 
eliminate red tape and rigidity without compromising security. 
What you can expect: 
• 
Full-service upgrades every two years 
• 
Cloud powered by AWS, hosting managed by DataBank 
• 
Managed OnBase infrastructure 
• 
24/7 system down monitoring 
• 
Simple, all-in price that includes your migration, full-service upgrades, and hosting 
DataBank Cloud eliminates concerns. The County will not need to worry about aging hardware, dedicating 
resources to managing your hosting environment, OnBase security and system health, disaster recovery, 
keeping OnBase up to date.

SERIAL 240129-RFP 
 
Introducing: DataBank Care+ Enhanced OnBase Support 
We understand that organizations in fast-paced environments like Maricopa County need more than just 
technical support. Which is why we developed the DataBank Care+ program. Limiting risk, monitoring the 
overall health of your solution, and actively planning for growth and future projects are the foundation of 
Care+. This offering leverages knowledge and resources that only DataBank can offer. 
DataBank is pleased to offer the first year of Care+ at no additional cost to the County. 
With Care+, Maricopa County would receive the following: 
 
  ASSIST 
● 
Live 24x7 Issue Support 
○ 
Submit urgent or non-urgent issues at any time 24x7 to queue up for assistance from OnBase 
Certified Administrators. 
● 
Dedicated Technical Support Contact(s) 
○ 
Your tickets are always a high priority , so we make sure your issue is getting to the right team of 
experienced engineers for technical help with a dedicated direct phone number 
● 
40 Professional Services Hours for OnBase Upgrades for DataBank-driven upgrades every 
2 years 
○ 
Upgrade every two years: Receive a free OnBase upgrade by a DataBank Upgrade Specialist 
every other year up to 40 Professional Services Hours after your free initial upgrade analysis. 
Custom scripting is not included. 
● 
DIY Upgrade Assistance 
○ 
20 hours of upgrade assistance should Maricopa choose to upgrade on their own 
○ 
An expert will help your team with your OnBase system upgrade during normal business hours. 
● 
2 hours per month of design assistance for new solutions as requested 
○ 
Receive up to two hours per month of access for design / best practice consulting. Larger 
engagements will be referred to your account manager for planning and discovery. 
 
 MONITOR 
● 
Annual Standard System Health Checks 
○ 
Regular OnBase Health Assessments ensure that the system is performing optimally, and that 
the reliability and security of the system are enabling users to perform their work without avoidable 
interruptions or issues. 
● 
Pre-Upgrade Consulting & Roadmapping 
○ 
Prepare for the future of your OnBase system with comprehensive road map consultations and 
technical services tailored to help clients at any phase of the solution life cycle, from pre-
upgrade to post-upgrade. 
PLAN 
● 
Discounted DataBank hosted events, trainings & conferences 
○ 
Discounted access to DataBank hosted events and keep your team’s knowledge in top shape 
with our education training. 
● 
Discounted after-hours services work with advanced notice 
○ 
Discounted access to DataBank services for remote work as long as you provide 2+ weeks of 
notice via your Account Manager. 
● 
Government-centric consulting & advisory services with our partners 
○ 
Vertical Advisory Services: Vertical services director consulting and vertical partnership 
contacts and support group.

SERIAL 240129-RFP 
 
Introducing: AI-Powered Document Processing 
As a leader in the Government space, DataBank understands the overwhelming pace at which Maricopa 
County receives incoming documents and data. Trying to keep up without updated technology and processes 
can often lead to frustration for the employees and constituents as informed decisions become challenging 
and processes lag behind. 
 
With AI-Powered Document Processing, Maricopa County could eliminate paper processes, expedite 
processing time, and address the county's growing needs. 
 
Our technology intakes and structures your data, giving you full visibility into the story your data is trying to 
tell. Automate workflows, label key data, and let our technology make decisions for you based on the 
information in your documents. 
 
DataBank offers many options for AI-powered processes: 
 
• 
CUSTOMIZABLE FULL-SERVICE SOLUTION: Hand off the process to DataBank as a managed 
service 
1. SCANNING: We fully scan and prep your paper and digital documents at one of our secure regional 
facilities 
2. AI-POWERED PROCESSING: AI processed your information, extracting and labeling key data that 
can be immediately used. 
3. VALIDATION: Our team of industry experts oversees validation queues based on the accuracy 
scores set to your requirements. 
4. DELIVERY: We integrate the data into your existing tools or provide assistance in implementing 
new ones, like a data warehouse or content management system. 
• 
A HYBRID APPROACH: Purchase the technology directly and supplement with our managed 
services as needed 
• 
SOFTWARE SUBSCRIPTION WITH SCALABLE SUPPORT: Take on the technology yourself 
with implementation, training , support, and optional add-on managed services like scanning 
and expert validation. 
1. AI SOFTWARE LICENSE: Purchase the software directly to leverage within your teams. We’ll help 
you identify the best technology fit for your industry and data set. 
2. SOFTWARE IMPLEMENTATION: We implement the software for you 
3. SUPPORT: Get support for the technology and scale up with managed services as needed 
4. TRAINING: Receive training for your teams on how to best use the software 
 
Introducing: Solution Optimization Services (SOS) 
Here at DataBank, OnBase is not a “set it and forget it” solution. As business processes change, technology 
evolves, and new ideas emerge - your OnBase solution must keep up with the changes. That is why 
DataBank offers Solution Reviews, Solution Analysis, and System Health Checks. 
The Solution Review is a basic evaluation of a core OnBase process to determine whether it is still meeting 
your needs. At no cost to Maricopa County, you will receive a document detailing a high-level review of the 
solution, pain points, and major areas for improvement. 
The Solution Analysis takes that review further—it is a deep dive into the process, with the outcome being 
detailed recommendations and a roadmap for solution optimizations, a prioritization checklist, and a review 
of ROI and usage of the solution. 
The System Health Check is a preventive maintenance and infrastructure review, including disk group 
configuration, database disk performance summary, and server network activity summary. This

SERIAL 240129-RFP 
 
engagement's output includes a detailed report on the SQL server and OnBase database, an infrastructure 
review, and a presentation of findings and recommendations. 
DataBank understands that Maricopa County would like to engage Hyland’s Customer Success team for 
annual engagements as well. DataBank will help facilitate and coordinate that work per the County’s request. 
Introducing: Strategic Partners 
DataBank is more than just OnBase. We offer a full range of products and services that our clients can use 
to augment their initiatives and project goals further. We want the best comprehensive solutions possible for 
Maricopa County and are agnostic in the technology source. Our valued and strategic partners include 
Hyland Software, Jadu, Nintex, KnowledgeLake, Esker, Kyocera, DocuSign, Microsoft 365 & SharePoint, 
Azure, and Amazon AWS. 
 
 
II. 
PROFESSIONAL SERVICES AWARDED BY TASK 
ORDER 
 
As the County’s strategic partner for over a decade, the DataBank team is focused on providing industry-leading 
solutions and efficiencies to government agencies and their residents. 
DataBank’s core business involves business process automation services and AI-powered document 
processing, providing the agencies we serve technology for process automation and image-enabled workflow, 
resulting in significant cost savings and the elimination of labor-intensive processes - as well as our ability to 
support those projects in the future.  
As we move forward with the County, we anticipate even greater results as various departments benefit from 
DataBank’s professional services, staff augmentation services, AI-powered document processing, and the 
DataBank Cloud. At DataBank, we continue to fine-tune our service delivery model to ensure our teams stay 
abreast of technology trends and best practices - ultimately increasing our value to Maricopa County even 
further! 
 
DataBank Proposed Value-Add Products & Services 
In addition to OnBase-related services, DataBank is proposing the following value-add products and services 
to consider: AI-Powered Document Processing, Solution Optimization Services and use of our Strategic 
Partners. 
 
Introducing: AI-Powered Document Processing 
As a leader in the Government space, DataBank understands the overwhelming pace Maricopa County 
receives incoming documents and data. Trying to keep up without updated technology and processes can 
often lead to frustration for the employees and constituents as informed decisions become challenging and 
processes lag behind. 
With AI-Powered Document Processing, Maricopa County could eliminate paper processes, expedite 
processing time, and address the county's growing needs. 
 
Our technology intakes and structures your data, giving you full visibility into the story your data is trying to 
tell. Automate workflows, label key data, and let our technology make decisions for you based on the 
information in your documents. 
DataBank offers many options for AI-powered processes - from a full-service solution to a pay-as-you-go 
service subscription with scalable support.

SERIAL 240129-RFP 
 
 
Introducing: Solution Optimization Services (SOS) 
Here at DataBank, OnBase is not a “set it and forget it” solution. As business processes change, technology 
evolves, and new ideas emerge - your OnBase solution must keep up with the changes. That is why 
DataBank offers Solution Reviews, Solution Analysis, and System Health Checks. 
The Solution Review is a basic evaluation of a core OnBase process to determine whether it is still meeting 
your needs. At no cost to Maricopa County, you will receive a document detailing a high-level review of the 
solution, pain points, and major areas for improvement. 
The Solution Analysis takes that review further—it is a deep dive into the process, with the outcome being 
detailed recommendations and a roadmap for solution optimizations, a prioritization checklist, and a review 
of ROI and usage of the solution. 
The System Health Check is a preventive maintenance and infrastructure review, including disk group 
configuration, database disk performance summary, and server network activity summary. This 
engagement's output includes a detailed report on the SQL server and OnBase database, an infrastructure 
review, and a presentation of findings and recommendations. 
DataBank understands that Maricopa County would like to engage Hyland’s Customer Success team for 
annual engagements as well. DataBank will help facilitate and coordinate that work per the County’s request. 
 
Introducing: Strategic Partners 
DataBank is more than just OnBase. We offer a full range of products and services that our clients can use 
to augment their initiatives and project goals further. We want the best comprehensive solutions possible for 
Maricopa County and are agnostic in the technology source. Our valued and strategic partners include 
Hyland Software, Jadu, Nintex, KnowledgeLake, Esker, Kyocera, DocuSign, Microsoft 365 & SharePoint, 
Azure, and Amazon AWS. 
 
How We Work 
Formal management of all projects will assist in establishing implementation guidelines, project metrics, and 
user adoption of the solution. To ensure a successful project implementation, DataBank utilizes a Project 
Implementation Methodology (PIM) which designs and delivers the proposed solution using proven, standard 
and effective project management practices. This methodology includes best practices that have been 
generated from the experience of successful implementations across several vertical markets. It will guide 
the implementation to ensure maximum resource utilization, cost-effectiveness, quality management and 
transition into a successful ECM Solution. 
The PIM provides a framework for addressing the project life cycle. It takes into consideration the resource 
and time constraints a customer may have by utilizing templates, tools, sample project plans and intellectual 
capital. Generally, software implementations are an iterative process. The PIM effectively manages the 
process, ranging from departmental to enterprise-wide implementations. 
 
PROJECT GATES 
DataBank will evaluate project needs and determine if a project gate should be included in the project plan. 
A Project Gate may be located at the end point of the Initiation and Planning phase. The project gate is the 
Go/No Go decision point. This gate will allow the sponsor to decide if the project should continue or if the 
project should be adjusted. The project gate works as a review point for the project team to determine if the 
original estimates are still viable or if they need to be adjusted based on the updated information.

SERIAL 240129-RFP 
 
Project Approach Initiation 
The Project Initiation Phase is designed to define the overall parameters of the project and identify the project 
manager and project team. The phase will validate why the project should exist and establish the guidelines 
for planning. This would include the identification of budget and resource constraints as well as schedule 
expectations. 
In many cases, a significant amount of the work included in the project initiation phase may already be 
completed prior to the development of the Task Order. This could include: 
● 
Developing a Business Case to Validate Need for Project 
● 
Completing a Feasibility Study to Identify Potential Solutions 
● 
Developing the Project Charter 
● 
Identifying the Project Team Members 
● 
Assigning an Internal Project Manager 
 
In addition to the items listed above, the Initiation Phase may also include vendor contract development and 
execution, Statement of Work and Kick-off Meeting. Any preliminary planning documents that are created, 
to include high level project plan and schedule, will need to be validated during the Planning Phase of the 
project. 
As a precursor to the Planning Phase, DataBank recommends that the project team members take 
advantage of available e-learning initiatives. These are focused on informing customers about applicable 
technologies and strategies before joint discovery is completed. This will make the attendees more informed 
allowing them to provide valuable input on the design of the solution. This will also make the planning 
meeting more productive since additional time will not need to be scheduled to provide an introduction to the 
technology prior to discovery. 
 
Project Charter 
If the client has not completed a formal Project Charter prior to the initiation of the project, DataBank will be 
able to assist in this task. The purpose of the Project Charter is to document and define a common 
understanding of the project requirements and to identify project expectations related to the scope, schedule 
or cost. The Project Charter will be used as a guide for the Planning Phase of the project. Therefore, if 
known, the Project Charter may also contain a high level baseline of the project schedule, major deliverables, 
milestones and resource expectations. 
 
Project Team Members 
The identification of project team members will be completed by the client. It is recommended that each 
project team member have a backup identified. This will provide skills and project redundancy in the event 
that the primary team member is unavailable. The following considerations should be evaluated when 
selecting project team members: 
● 
Project team member should be a departmental subject matter expert (SME). 
● 
Project team member should be able to make decisions for the department. 
● 
Project team member should be available for project meetings. 
● 
Project team member should be able to disseminate project information to their department. 
 
If you are unsure about who to assign to the project team, DataBank will be able to assist you in defining 
responsibilities so you can better define project needs.

SERIAL 240129-RFP 
 
Project Kick-Off Meeting 
The project kickoff is usually the first meeting that contains all of the project team members. This is the 
opportunity to ensure that everyone understands the project parameters and success criteria. It should also 
include project requirements and roles and responsibilities. 
It is important that the entire project team and sponsor attend the meeting. If this is a multi-phased project, 
then it is recommended that a kick-off meeting be held at the beginning of each phase. 
The kick-off meeting can be held at the client’s office or as a web meeting to minimize the need for project 
team members to travel. The goal of the kickoff meeting is to introduce the project team members, review 
the project scope and objectives (plus other parts of the Project Charter), review the features and benefits 
of the solution, review the project timeline, and prepare team members for Discovery. 
The following resources should attend the Project Kickoff Meeting: 
● 
DataBank Account Manager 
● 
DataBank Project Manager 
● 
DataBank Business Solutions Analyst 
● 
DataBank Solutions Engineer 
● 
Client Project Manager 
● 
Client Executive/Project Sponsor 
● 
Client Subject Matter Expert (SME) 
● 
Client IT Representatives 
 
Planning 
The Planning Phase will include development of project standards (meetings, reports, etc.) as well as the 
discovery of requirements and development of the associated documents needed to define the project. The 
Planning Phase is one of the most important phases in the project since this is the phase in which scope 
and priorities are defined. The project team and sponsor will have the opportunity to confirm the criteria that 
will define a successful project. 
 
Discovery 
DataBank has developed a design philosophy that helps ensure that all business and technical requirements 
and constraints are identified and captured during the Discovery process. This will include a combination 
of questionnaires, Discovery meetings and subsequent interviews. Discovery meetings are a pre-project 
site inspection that drives the process of capturing user requirements for the implementation. Depending 
on the project size and departments impacted, different types of discovery meetings may be needed to 
include: 
● 
Business Unit Meeting (to capture department specific requirements) 
● 
Hardware Meeting (to capture database, server and operating system requirements) 
● 
Implementation Meeting (to discuss implementation needs and requirements) 
 
Pre Discovery Questionnaire 
In many cases, a Pre-Discovery questionnaire will be sent to the client to assist in collecting information 
needed for Discovery meetings. This questionnaire is the starting point for discovery and will be used to 
view the solution from various technical aspects to include: 
● 
Server Hardware Requirements 
● 
Database/Operating System Requirements 
● 
Workstation Requirements

SERIAL 240129-RFP 
 
● 
Backup Needs 
● 
Remote Communications 
● 
Potential Technical Configurations 
 
Discovery Process 
The discovery process is designed to capture the following information: 
● 
Executive Expectations 
● 
Project Scope and Priorities 
● 
Project Success Criteria 
● 
Project Milestones and Estimated Deadlines 
● 
Systems Integration Requirements 
● 
Storage Structure 
● 
Risks and Assumptions 
● 
Communications Plan (to include an escalation path) 
The information defined in the discovery meetings will be used throughout the remainder of the project. 
Therefore, it is important that all project team members attend the discovery meetings to ensure that they 
are actively involved in these discussions. 
More often than not, discovery involves more than one resource of the DataBank Solutions Team. Software 
Solution Engineers will work with the implementation team to ensure that requirements are captured 
effectively to ensure that the solution is architected accurately, thereby minimizing rework. 
In most projects, the DataBank Solutions Team will employ a use-case analysis approach to discovery. 
However, DataBank will work with you to determine the best approach for capturing your project specific 
requirements. The use-case analysis approach has been identified to best support work procedures that are 
often difficult to translate on paper. This process is based on the UML (Unified Modeling Language) design 
process and will be adjusted to meet your specific project needs. 
Project Risks and Assumptions 
Documenting the associated risks and assumptions uncovered during the discovery process can be critical. 
These may require mitigating tasks to ensure that a plan is in place to address the risks if they should occur. 
Setting the proper expectation with out-of-scope items, potential technical challenges or missing information 
may help identify and prepare for potential project challenges in the future. 
Execution 
The Execution Phase will include the necessary actions to accomplish the goals and fulfill the requirements 
identified in the Planning Phase. This phase may include design of a pilot or straw man (outline or high level 
demo of the proposed solution). This will allow a functionality review of the solution prior to implementation. 
It is standard practice during both the Planning and Execution phases that DataBank and the client engage 
in extensive discussions regarding fault tolerance, disaster recovery and solution availability. These 
discussions will allow the client to better prepare for circumstances when the solution is negatively impacted. 
In addition to solution availability, DataBank will also work with the client to address the following items: 
● 
Testing Plan 
● 
System Security 
● 
Implementation Options

SERIAL 240129-RFP 
 
Monitor/Control 
This phase will include the actions needed to manage the project objectives. This is an ongoing phase that 
will work in conjunction with the Execution Phase to ensure the project requirements are fulfilled. 
Effectively monitoring and controlling aspects of the project are key to success. These include but are not 
limited to: Risk Management, Issue Management, Project Communications, Status Reporting, Project 
Change Management and Quality Management 
Training Plan 
DataBank leverages multiple forms of training to meet organizational requirements. The training team will 
customize each training plan to fit the goals and objectives of a project. Each training session can be 
customized to be in person, remote, documented, or captured through video. A hybrid of these offerings is 
standard to capture user's attention and to improve knowledge retention. Integrating the training plan into a 
comprehensive project change management plan improves user engagement and adoption of the final 
solution. 
Technical solution knowledge transfer will be conducted at the completion of the solution implementation. 
This knowledge transfer is conducted between the DataBank Implementation Specialist and the client’s 
OnBase administration staff. The intent of the knowledge transfer is to provide the information essential for 
basic administration and maintenance of the specific configured solution. 
It is strongly recommended that the Customer’s OnBase administrators be in all training classes. This 
approach provides OnBase admin staff the opportunity to review the OnBase solution multiple times to better 
learn the product that they will be administering. 
 
 
III. QUALIFICATIONS 
DataBank’s relationship with Hyland has been forged from decades of close partnership. In addition to the 
years of the highest partner awards with Hyland, DataBank has been a long-standing member of the Hyland 
Partner Advisory Committee (PAC), which was created for C-Level personnel in the partner community to 
have direct interaction around planning and go-forward strategies with Hyland Software executives. 
DataBank is also a contributing member of the Hyland Partner Developer Advisory Board (PDAB). Like the 
PAC, the Developer Advisory Board allows OnBase partner technical teams to interact directly with Hyland 
Developers around future design considerations and priorities that our clients request and drive. 
DataBank received the Platinum Partner and Diamond Support Partner awards from Hyland Software for 
2023. The Platinum Partner award is based on sales performance and excellence. As a Platinum OnBase 
Partner, Maricopa County can count on our expertise and training which has earned Hyland’s highest 
confidence level. 
The Diamond Support Partner certification is an annual recognition for OnBase partners who continuously 
go above and beyond to support the OnBase community. As a Diamond Support Partner, DataBank meets 
the highest standards regarding customer retention, the ratio of employees providing support to the number 
of customers, and the percentage of customers utilizing the latest software release. 
At DataBank, we thrive on being key partners, not just vendors, with our clients. We are jointly successful 
because we offer a holistic content management and modernization support model. 
 
Meet DataBank’s Executive Team 
Matt Charlson, Chief Executive Officer, President 
Sandy Brunner, Chief Financial Officer 
Chad VanNorman, Chief Technology Officer

SERIAL 240129-RFP 
 
Adam Hermann, Chief Revenue and Operations Officer 
DataBank’s executive team is dedicated to Maricopa County’s success. Through our years of engagements 
we have found that when each party designates an executive sponsor, organizations  have higher success 
rates in meeting goal attainment and accomplishing enterprise solution adoption. 
Maricopa County has a designated executive sponsor, Matt Charlson, to participate in quarterly or biannual 
Executive Business Reviews and roadmap planning sessions. As the executive leader, Matt  has partnered 
with Maricopa County’s leadership to collaborate, advise, and work towards achieving County objectives and 
organizational goals. 
Leadership’s goal is 100% customer satisfaction. We are dedicated to providing exceptional service, and our 
customers’ success drives decisions at every level of our organization. Our executive leaders empower 
employees to challenge the status quo, ensuring we always evolve with the marketplace and offering the 
latest solutions to meet our customers’ changing needs. Employees are encouraged to embrace change and 
are committed to bringing exceptional services to our customers. Our executives also recognize the need to 
be business savvy and grow purposefully. We invest in our future from earnings to continue offering best-in-
class solutions for years. 
 
Meet Maricopa’s Dedicated Account Management Team 
Lee Meyerdirk, Public Sector Director 
Kelly Beamish, Sr. Government Account Executive 
Kendra Deutsch, Director of Government Professional Services 
Andrew Schuster, Program Manager 
DataBank’s Public Sector Division comprises individuals with extensive experience consulting and building 
award-winning solutions for state, local, and federal clients. Our team is dedicated to government innovation 
and passionate about bringing effective solutions to better the communities where we work, live, and thrive. 
Maricopa County’s dedicated account management team has worked together on many projects to 
successfully implement multi-agency enterprise rollouts for numerous states and counties. Our 
accomplishments can be attributed to our ‘One Team’ framework, which focuses on building repeatable 
solutions, cross-county collaboration, proven communication methodologies, and a strong government 
network. 
To leverage our past project success partnering with Maricopa County, DataBank recommends the County 
continue working daily with Kelly Beamish as the designated sales account manager and Andrew Schuster 
as the designated Program Manager overseeing all project and staff augmentation work. We would 
encourage continuing our weekly standing meetings with the dedicated Office of Enterprise Technology 
team, weekly burn-down charts and hours reporting, and quarterly or bi-annual executive business reviews 
that have been the standard engagements to ensure all parties continue a successful path forward. We 
cannot stress enough the importance of proactive communication between project teams to ensure 
successful implementations. We are gratified to experience the level of communication that persists between 
the DataBank and Maricopa project teams. This level of respect and business acumen between the customer 
and vendor does not happen overnight! 
 
DataBank/OnBase Innovation Day 
In addition to our ongoing project work and support, DataBank has been excited and privileged to work with 
the Maricopa Team to support OnBase Innovation Day at the County offices. Typically an annual event, 
Innovation Day is a great venue for DataBank subject matter experts and executive teams to collaborate with 
County agencies, sharing success stories and best practices that may benefit the residents they serve.

SERIAL 240129-RFP 
 
Innovation Day has sparked many great solution ideas among the departments and Office of Enterprise 
Technology on how to better leverage their investments in OnBase and related technologies. 
 
Meet Maricopa County’s Dedicated Solution Delivery Team 
The following team members are the current staff augmentation team dedicated to Maricopa County projects. 
Team members and their Certifications include: 
 
• 
Matt Schulz: OCSA, OCWE, OCWV  
• 
Dominic Kast: OCWV, OCWE  
• 
Conni Kapke: OCSA, OCWE  
• 
Jolene Selberg: OCSA, OCWE 
• 
Greg Kuebel: OCI, OCWA, HCBI 
• 
Chris Masi: OCSA, OCWE, Scrum Master 
• 
Josh Welp: OCWV, OCWE, OCWA, OCAPI 
• 
Brandon Murphy: OCI, OCWV, OCSA 
Please note - Hyland Software has recently changed how OnBase product certifications are classified, 
including certificate titles, course descriptions, etc. DataBank is committed to adhering to the appropriate 
OnBase product certification requirements as needed to satisfy Maricopa County project requirements. 
In addition to the dedicated resources discussed above, we employ a large technical staff consisting of 
OnBase and Microsoft Certified Engineers, Microsoft Certified VB Developers, CDIAs (Certified Document 
Imaging Architect), Organization Change Management specialists, Enterprise Content Management 
Professionals (ECMp), GISPs, 
professional developers and consultants. We also have teams 
knowledgeable with RPA, Visual Studio.Net, SQL Server, Azure Cloud, Azure DevOps, SharePoint, Visio, 
UML Modeling, DocuSign, AssureSign and AdobeSign platforms, Microsoft Project, Server Reporting 
Services, PowerBI, and API-related technologies. 
Our teams are structured as follows: 
 
DataBank is committed to enhancing the ongoing skillsets of our professional services resources to provide 
a modern best practice approach with the services we deliver to Maricopa County. For example, DataBank’s

SERIAL 240129-RFP 
 
focus on Artificial Intelligence and Machine Learning have greatly benefited our public sector clients by 
drastically reducing the time and money spent on complex data-driven processes. 
DataBank has recently utilized our AI-Document Processing services to index 221+ data fields against 
hundreds of thousands of historical and day-forward collision reports, resulting in an accuracy rate of over 
96%. This process has allowed the agency to share this data with several state, federal, and private partners 
quickly and accurately to remain compliant, streamline the process, and repurpose resources for more 
valuable tasks. Feedback from the CTO included, “This solution exceeded our wildest expectations on what 
OCR was capable of.” 
 
IV. SUMMARY 
We are confident that Maricopa County will find DataBank’s experience and commitment to its success 
unparalleled within the industry. DataBank has hand-selected the identified account and staff augmentation 
team members to fit the county's ongoing consultative and technical needs. We work as a cohesive team to 
best serve the county's employees and residents. 
DataBank has a proven track record of success at Maricopa County and meets all of the identified 
requirements within this RFP. We look forward to the opportunity to continue earning that successful 
partnership with the County.

SERIAL 240129-RFP 
 
EXHIBIT C: SERVICE LEVEL AGREEMENT 
 
DataBank National Support has a management team with an impressive average of over 15 years of service 
related to ECM expertise. Complementing this seasoned leadership, our support team members boast an 
average tenure of more than 9 years, ensuring a depth of knowledge and proficiency unparalleled in the 
industry. This tenure is unprecedented when many providers reduce costs by outsourcing/offshoring their 
support offerings. 
 
Over the past 8 years, DataBank has consistently delivered an exceptional satisfaction rate of over 99% for 
tickets submitted across our client base.  
 
Current Maricopa County Response Rates 
Our overall average response time once a ticket is submitted from Maricopa County is less than 25 minutes. 
The response time decreases to 11 minutes for Urgent tickets. 
 
There are multiple ways to submit a support ticket: email, portal submission, or a phone call. Our email and 
portal submissions are open and available 24x7. Our phone lines are staffed 8:00 am-8:00 pm EST with the 
exception of major holidays. Should there be a production down issue, we have staff on call 24X7 and 
available to assist. 
 
A severity level is assigned once a case is submitted based on the following criteria with the indicated target 
max response times. Case severity may be adjusted from the original submissions per the guidelines below 
or throughout the life of a case as appropriate. 
 
 
 
 
SERVICE LEVEL PERFORMANCE GUARANTEE 
Fees at Risk are assessed paid quarterly. County may opt for fees at risk to be subtracted from payment 
against invoicing 
 
Severity 
Level 
Target Max Initial Response Time once a ticket is 
submitted by the County. County will determine 
severity level. 
Performance 
Level 
Fees 
at Risk 
URGENT 
Response time is 30 minutes or less 
99% 
3% 
HIGH 
Response time is 2 hours or less 
99% 
3% 
NORMAL 
Response time is 4 hours or less 
99% 
3% 
LOW 
Response time is 6 hours or less 
99% 
3%

SERIAL 240129-RFP 
 
Our client-centric approach includes our steadfast team stability: we are proud to report zero staff turnover 
in the past 3 years, guaranteeing continuity and reliability in our service provision. Maricopa County also 
benefits from direct access to our dedicated support representatives, ensuring prompt and personalized 
assistance for every ticket raised. 
 
We promote a customer care environment that encourages Maricopa County to voice concerns or praise to 
our Support Leadership at any time. Maricopa County also has the ability to request an increased priority 
level for any case directly through the support ticket or support representative over the phone or email, by 
contacting Kelly Beamish as the Account Manager assigned to the case, or to any of our Support Leadership, 
Services Directors, Vice Presidents, or CEO. 
 
In addition, for any issues of high or urgent severity, Support Leadership and the Account Management Team 
are automatically notified for monitoring and review. We actively reach out to the appropriate teams during 
or after the case.

SERIAL 240129-RFP 
 
EXHIBIT D: INFORMATION TECHNOLOGY SUPPLEMENTAL TERMS & 
CONDITIONS 
 
1. 
DEFINITIONS 
 
1.1 
“Authorized Persons” means the service provider’s employees, contractors, subcontractors 
or other agents who need to access Maricopa County’s (County) personal data to enable 
the service provider to perform the services required. 
 
1.2 
“Data Breach” means the unauthorized access by a non-authorized person/s that results 
in the use, disclosure or theft of a County’s unencrypted personal data. 
 
1.3 
“Individually Identifiable Health Information” means information that is a subset of health 
information, including demographic information collected from an individual, and (1) is 
created or received by a health care provider, health plan, employer or health care 
clearinghouse; and (2) relates to the past, present or future physical or mental health or 
condition of an individual; the provision of health care to an individual; or the past, present 
or future payment for the provision of health care to an individual; and (a) that identifies the 
individual; or (b) with respect to which there is a reasonable basis to believe the information 
can be used to identify the individual.  
 
1.4 
“Non-Public Data” means data, other than personal data, that is not subject to distribution 
to the public as public information. It is deemed to be sensitive and confidential by the 
County because it contains information that is exempt by statute, ordinance or 
administrative rule from access by the general public as public information. 
 
1.5 
“Personal Data” means data that includes information relating to a person that identifies 
the person by name and has any of the following personally identifiable information (PII): 
government-issued identification numbers (e.g., Social Security, driver’s license, passport); 
financial account information, including account number, credit or debit card numbers; or 
protected health information (PHI) relating to a person. 
 
1.6 
“Protected Health Information” (PHI) means individually identifiable health information 
transmitted by electronic media, maintained in electronic media, or transmitted or 
maintained in any other form or medium. PHI excludes education records covered by the 
Family Educational Rights and Privacy Act (FERPA), as amended, 20 U.S.C. 1232g, 
records described at 20 U.S.C. 1232g(a)(4)(B)(iv) and employment records held by a 
covered entity in its role as employer.  
 
1.7 
“Public Jurisdiction” means any government or government agency that uses these terms 
and conditions. The term is a placeholder for the government or government agency. 
 
1.8 
“County Data” means all data created or in any way originating with the County, and all 
data that is the output of computer processing of or other electronic manipulation of any 
data that was created by or in any way originated with the County, whether such data or 
output is stored on the County’s hardware, the service provider’s hardware or exists in any 
system owned, maintained or otherwise controlled by the County or by the service provider. 
 
1.9 
“County Identified Information Technology IT Security Contact” means the person or 
persons designated in writing by the County to receive security incident or breach 
notification. 
 
1.10 
“Security Incident” means the potentially unauthorized access by non-authorized persons 
to personal data or non-public data the service provider believes could reasonably result 
in the use, disclosure or theft of a County’s unencrypted personal data or non-public data 
within the possession or control of the service provider. A security incident may or may not 
turn into a data breach.

SERIAL 240129-RFP 
 
1.11 
“Service Level Agreement” (SLA) means that part of the written agreement between both 
the County and the service provider that is subject to the terms and conditions in this 
document and that unless otherwise agreed to includes (1) the technical service level 
performance promises, (i.e. metrics for performance and intervals for measure), (2) the 
amount of time required for notice by the provider to the County for notification of upcoming 
changes, (3) security notice requirements, (4) timeframes for response to operational 
problems and failures, and (5) any remedies for performance failures. 
 
1.12 
“Service Provider” means the contractor and its employees, subcontractors, agents and 
affiliates who are providing the services agreed to under the contract. 
 
1.13 
“Software-as-a-Service” (SaaS) means the capability provided to the consumer to use the 
provider’s applications running on a cloud infrastructure. The applications are accessible 
from various client devices through a thin-client interface such as a Web browser (e.g., 
Web-based email) or a program interface. The consumer does not manage or control the 
underlying cloud infrastructure including network, servers, operating systems, storage or 
even individual application capabilities, with the possible exception of limited user specific 
application configuration settings. 
 
1.14 
“Statement of Work/Scope of Work” (SOW) means a written statement in a solicitation 
document or contract that describes the County’s service needs and expectations. 
 
2. 
SUPPORT OVERVIEW 
 
2.1 
Support hours (accommodate our time zone) - Contractor will maintain customer service 
hours that coincide with our 8:00 a.m.- 5:00 p.m. Monday - Friday Mountain Standard Time 
(MST) office schedule. They will also provide afterhours support at a level commensurate 
with the nature of the service provided. 
 
2.2 
Updates/upgrades - Contractor will follow a timely and consistent schedule in applying 
updates to their solution and the underlying infrastructure needed to support it. Zero 
day/emergency updates will be done expeditiously by Contractor, with proper 
communication to customers affected. 
 
2.3 
Entity will comply with all applicable provisions of the Americans with Disabilities Act (ADA), 
the Rehabilitation Act of 1973, and all applicable federal regulations, as amended from time 
to time (ADA Laws). All electronic and information technology and products and services 
to be used must be compliant with the ADA Laws. 
 
2.3.1 
Compliance means that a disabled person can acquire the same information, 
engage in the same interactions, and enjoy the same services as a nondisabled 
person, in an equally effective and integrated manner, with substantially equivalent 
ease of use. 
 
3. 
DATA OVERVIEW 
 
3.1 
Data liberation - Contractor is required to provide the means to pull all user data from 
Contractor solution any time as desired, in a machine-readable format. 
 
3.2 
System shall be capable of encrypting data both at rest and in transit as 
needed/determined by the customer. 
 
3.3 
Data Ownership: The County will own all right, title and interest in its data that is related to 
the services provided by this contract. The service provider shall not access County user 
accounts or County data, except (1) in the course of data center operations, (2) in response 
to service or technical issues, (3) as required by the express terms of this contract or (4) at 
the County’s written request.

SERIAL 240129-RFP 
 
3.4 
Data Protection: Protection of personal privacy and data shall be an integral part of the 
business activities of the service provider to ensure there is no inappropriate or 
unauthorized use of County information at any time. To this end, the service provider shall 
safeguard the confidentiality, integrity and availability of County information and comply 
with the following conditions: 
 
3.4.1 
The service provider shall implement and maintain appropriate administrative, 
technical and organizational security measures to safeguard against unauthorized 
access, disclosure or theft of personal data and non-public data. Such security 
measures shall be in accordance with recognized industry practice and not less 
stringent than the measures the service provider applies to its own personal data 
and non-public data of similar kind. 
 
3.4.2 
All data obtained by the service provider in the performance of this contract shall 
become and remain the property of the County. Contractor usage of customer data 
for non-County purposes requires written approval from the County. 
 
3.4.3 
All personal data shall be encrypted at rest and in transit with controlled access. 
The County shall identify data it deems as non-public data to the service provider. 
The level of protection and encryption for all non-public data shall be identified and 
made a part of this contract. Any stipulation of responsibilities will identify specific 
roles and responsibilities and shall be included in the SOW, or otherwise made a 
part of this contract. 
 
3.5 
At no time shall any data or processes — that either belong to or are intended for the use 
of a County or its officers, agents or employees — be copied, disclosed or retained by the 
service provider or any party related to the service provider for subsequent use in any 
transaction that does not include the County. 
 
3.6 
Hosted applications must have the ability to support encrypted protocols for sensitive data 
in flight and in rest. Encryption ciphers must use at least a 128-bit key length. Hashing 
algorithms used must be of the Secure Hash Algorithm (SHA) or Advanced Encryption 
Standard (AES) family. The minimum acceptable algorithm shall be SHA-2 or AES128. 
 
3.7 
Data Location: The service provider shall provide its services to the County and its end 
users solely from data centers in the U.S. Storage of County data at rest shall be located 
solely in data centers in the U.S. The service provider shall not allow its personnel or 
contractors to store County data on portable devices, including personal computers, except 
for devices that are used and kept only at its U.S. data centers. The service provider shall 
permit its personnel and contractors to access County data remotely only as required to 
provide technical support. The service provider may provide technical user support on a 
24/7 basis using a Follow the Sun model, unless otherwise prohibited in the SLA. 
 
3.8 
The Contractor shall destroy all offline copies of County data at the time they cease to be 
useful. Destruction procedures must be made available to the County upon request. 
 
3.9 
At the conclusion of the contract, all County data and working papers must be returned to 
the County and all Contractor copies destroyed. The Contractor must confirm in writing to 
the County that all data was destroyed in accordance with this agreement and state the 
methodology used. 
 
4. 
BACKUP AND DISASTER RECOVERY OVERVIEW 
 
4.1 
County has the right to, with 72 hours’ notice, request a test of customer-centric backup 
and Disaster Recovery functionality, as defined in the contract. 
 
4.2 
Backups to removable media must be encrypted using the AES with a minimum of a 128-
bit key. Industry recognized key handling procedures must be utilized. At no time shall the

SERIAL 240129-RFP 
 
key be stored on the backup media in clear text, including but not limited to table labels. 
The Contractor must make key handling procedures and logs available upon request. 
 
4.3 
Unless otherwise stated, hosting providers will complete incremental backups daily and be 
able to successfully generate full backups within 24 hours unless otherwise agreed upon. 
 
5. 
INTEGRATION AND INTERFACES OVERVIEW 
 
All customer integrations and interfaces are fully documented and updated when changes are 
made by Contractor at no cost to the County. 
 
6. 
TESTING OVERVIEW 
 
6.1 
A documented strategy for testing and Quality Assurance (QA) of development and 
configuration shall be provided to the County project team for approval prior to 
commencement of system build upon request. 
 
6.2 
Issues identified in Contractor testing shall be cataloged, updated upon closure with final 
disposition, and provided to the project team prior to User Acceptance Testing (UAT) 
testing. 
 
6.3 
Contractor will allow the County a reasonable timeframe to execute the test plan and retest 
items with issues. 
 
6.4 
Contractor will work directly with Maricopa County, and external Contractors to integration 
test all interfaces and transmissions of data. To eliminate constraints and delays in external 
Contractor testing and validation, a separate mirror environment for testing is advised. 
 
6.5 
Contractor will enable automation and file transmission during UAT and parallel testing. 
 
6.6 
Contractor will allow the County to execute performance and load testing as prior to the 
start of UAT. 
 
6.7 
The Contractor shall provide County with a UAT test catalog to aid in development of test 
scripts. 
 
6.8 
Testing variances will be documented, categorized, and assigned priority through a 
mutually agreed upon format. 
 
6.9 
Unit testing of the application shall be performed and documented by the Contractor. 
 
6.10 
Contractor will provide documented results of testing including negative and positive testing 
results. 
 
7. 
CONNECTIVITY OVERVIEW 
 
7.1 
Contractor will proactively communicate any proposed networking change made against 
connections between Contractor and County a minimum of five business days prior to the 
change. 
 
7.2 
Client applications installed on user workstations that must contact the off-site hosting 
environment must be able to do so through a secured Hypertext Transfer Protocol (HTTP) 
proxy. Workstations must not be required to directly connect over the Internet for any 
reason. 
 
7.3 
Any connection between the County and Contractor needs to be secured using industry 
accepted standards.

SERIAL 240129-RFP 
 
8. 
SYSTEM SECURITY OVERVIEW 
 
8.1 
Security Incident or Breach Notification and Responsibilities: The service provider shall 
inform the County of any security incident or data breach. 
 
8.2 
Breach notification requirements shall be determined by all applicable laws and contracts 
including, but not limited to, Arizona Revised Statutes (A.R.S.) 44-7501 and 18-552, 
California SB 1386, the Health Insurance Portability and Accountability Act 
(HIPAA), Criminal Justice Information Services (CJIS) and Payment Card Industry (PCI). 
 
8.3 
Incident Response: The service provider may need to communicate with outside parties 
regarding a security incident, which may include contacting law enforcement, fielding 
media inquiries and seeking external expertise as mutually agreed upon, defined by law or 
contained in the contract. Discussing security incidents with the County should be handled 
on an urgent as-needed basis, as part of service provider communication and mitigation 
processes as mutually agreed upon, defined by law or contained in the contract. 
 
8.4 
Unless otherwise stipulated, if a data breach is a direct result of the service provider’s 
breach of its contract obligation to encrypt personal data or otherwise prevent its release, 
the service provider shall bear the costs associated with the following: 
 
8.4.1 
the investigation and resolution of the data breach; 
 
8.4.2 
notifications to individuals, regulators or others required by state law; 
 
8.4.3 
a credit monitoring service required by state (or Federal) law; 
 
8.4.4 
a website or a toll-free number and call center for affected individuals required by 
state law — all not to exceed the average per record per person cost calculated 
for data breaches in the United States in the most recent Cost of Data Breach 
Study: Global Analysis published by the Ponemon Institute at the time of the data 
breach; and 
 
8.4.5 
complete all corrective actions as reasonably determined by service provider 
based on root cause; all [(1) through (5)] subject to this contract’s limitation of 
liability. 
 
8.5 
Breach Reporting Requirements: If the service provider has actual knowledge of a 
confirmed data breach that affects the security of any County content that is subject to 
applicable data breach notification law, the service provider shall: 
 
8.5.1 
promptly notify the appropriate County identified contact within 24 hours or sooner, 
unless shorter time is required by applicable law, and 
 
8.5.2 
take commercially reasonable measures to address the data breach in a timely 
manner. 
 
8.6 
The Contractor shall make the information security incident response policy and procedure 
available to the County at any time upon request. 
 
8.7 
Access to Security Logs and Reports: The service provider shall provide reports to the 
County in a format as specified in the SLA agreed to by both the service provider and the 
County. Reports shall include latency statistics, user access, user access internet protocol 
(IP) address, user access history and security logs for all County files related to this 
contract. County may, at their discretion, use separate Security Information and event 
management (SIEM) tool to analyze and manage provided log and report data.

SERIAL 240129-RFP 
 
9. 
AUDITING AND COMPLIANCE OVERVIEW 
 
9.1 
The system must log all material user actions, including but not limited to, logon and log 
off. 
 
9.2 
The system must log all material administrator actions, including but not limited to, user 
creation, user deleting, password resets, and privilege level changes. 
 
9.3 
The system must log failed login attempts. 
 
9.4 
Logs must be made available to the County at any time upon written request, preferably 
though API, web service or some other automated fashion. 
 
9.5 
The Contractor must comply with all applicable laws, regulations, and contracts including 
(but not limited to)  CJIS, HIPAA, and PCI. 
 
9.6 
Contractors that host applications containing HIPAA protected data must enter into a 
Business Associate agreement (as defined by HIPPA) with the County. The Business 
Associate (BA) agreement must be maintained for the life of the contract. 
 
9.7 
Audit of Third-Party systems - in order to determine that SLAs or other agreements 
between the County and the Third-party entity are being adhered to, we reserve the right 
to audit systems being used to provide the service and supporting services (such as 
internal work order/Information technology service management (ITSM) systems, log files, 
etc.) used to support the services being provide to the county. 
 
9.8 
The Contractor must make System and Organization Controls 2 (SOC2) compliance 
reports, or other comparable security report, audit findings, and third-party attestations 
available at the time of award, and at any time to the County upon request. Updated 
compliance reports shall be provided to the County Identified IT Security Contact annually. 
 
9.9 
For SOC 2 reports, this must be of the solution and not of the hosting service the Contractor 
may be using (i.e., do not share Amazon’s or Microsoft’s SOC2 report instead of one 
specific to the solution in question). 
 
9.10 
The Contractor must immediately notify the County, in writing, upon a confirmed violation 
of the compliance requirement. The notification must include any information provided by 
the regulatory body.

SERIAL 240129-RFP 
 
EXHIBIT E: OFFICE OF PROCUREMENT SERVICES CONTRACTOR TRAVEL  
AND PER DIEM POLICY 
 
1.0 
All contract-related travel plans and arrangements shall be prior-approved by the County contract 
administrator. 
 
2.0 
Lodging, per diem, and incidental expenses incurred in performance of Maricopa County/Special 
District (County) contracts shall be reimbursed based on current U.S. General Services 
Administration (GSA) domestic per diem rates for Phoenix, Arizona. Contractors must access the 
following internet site to determine rates (no exceptions): www.gsa.gov. 
 
2.1 
Additional incidental expenses (i.e., telephone, fax, internet, and copying charges) shall 
not be reimbursed. They should be included in the contractor’s hourly rate as an overhead 
charge. 
 
2.2 
The County will not (under any circumstances) reimburse for contractor guest lodging, per 
diem, or incidentals. 
 
3.0 
Commercial air travel shall be reimbursed as follows: 
 
3.1 
Coach airfare will be reimbursed by the County. Business class airfare may be allowed 
only when preapproved in writing by the County contract administrator as a result of the 
business needs of the County when there is no lower fare available.  
 
3.2 
The lowest direct flight airfare rate from the contractor’s assigned duty post (pre-defined at 
the time of contract signing) will be reimbursed. Under no circumstances will the County 
reimburse for airfares related to transportation to or from an alternate site. 
 
3.3 
The County will not (under any circumstances) reimburse for contractor guest commercial 
air travel. 
 
4.0 
Rental vehicles may only be used if such use would result in an overall reduction in the total cost 
of the trip, not for the personal convenience of the traveler. Multiple vehicles for the same set of 
travelers for the same travel period will not be permitted without prior written approval by the County 
contract administrator. 
 
4.1 
Purchase of comprehensive and collision liability insurance shall be at the expense of the 
contractor. The County will not reimburse a contractor if the contractor chooses to purchase 
this coverage. 
 
4.2 
Rental vehicles are restricted to sub-compact, compact, or mid-size sedans unless a larger 
vehicle is necessary for cost efficiency due to the number of travelers. (NOTE: Contractors 
shall obtain pre-approval in writing from the County contract administrator prior to rental of 
a larger vehicle.) 
 
4.3 
County will reimburse for parking expenses if free, public parking is not available within a 
reasonable distance of the place of County business. All opportunities must be exhausted 
prior to securing parking that incurs costs for the County. Opportunities to be reviewed are 
the DASH, shuttles, etc. that can transport the contractor to and from County buildings with 
minimal costs. 
 
4.4 
County will reimburse for the lowest rate, long-term, uncovered (covered or enclosed 
parking will not be reimbursed) airport parking only if it is less expensive than shuttle 
service to and from the airport. 
 
4.5 
The County will not (under any circumstances) reimburse the contractor for guest vehicle 
rental(s) or other any transportation costs.

SERIAL 240129-RFP 
 
5.0 
Contractor is responsible for all costs not directly related to the travel except those that have been 
pre-approved by the County contract administrator. These costs include, but are not limited to, the 
following: in-room movies, valet service, valet parking, laundry service, costs associated with 
storing luggage at a hotel, fuel costs associated with non-County activities, tips that exceed the per 
diem allowance, health club fees, and entertainment costs. Claims for unauthorized travel 
expenses will not be honored and are not reimbursable. 
 
6.0 
Travel and per diem expenses shall be capped at 15 percent of project price unless otherwise 
specified and approved by the County in individual contracts. 
 
7.0 
Contractor shall provide, (upon request) with their invoice(s), copies of receipts supporting travel 
and per diem expenses, and, if applicable, with a copy of the written consent issued by the County 
contract administrator. No travel and per diem expenses shall be paid by County without copies of 
the written consent as described in this policy and copies of all receipts.