VERTOSOFT SOFTWARE AGREEMENT.PDF
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HometownHUB, LLC
Software as a Service Terms and Conditions
To
For City of Tempe
Software as a Service Agreement
THIS AGREEMENT is entered into as of this ___ day of __________202_ (the “Effective Date”) by and between
HometownHUB, LLC , a Delaware corporation (hereinafter “Provider” or “HTH”), and City of Tempe, a Arizona Corporation
(“Customer”).
Provider and Customer agree as follows:
WHEREAS:
(a)
The Provider and the Customer entered into a Master Services Agreement executed on
(the “MSA”); and
(b)
For good valuable consideration the receipt and sufficiency of which is hereby acknowledged by the parties hereto, the
Provider and Customer agree as follows:
1.
Customer will utilize and license Provider’s HometownHUB under this agreement – Software as a Service Terms and
Conditions
a.
The Contract Agreement term will provide services through , for a period of one (1) year with the
option to extend for four (1) year terms, commencing at the conclusion of the initial term, unless written notice is
given by either Provider or Customer at least ninety (90) days prior to the end of the initial or renewal term.
2.
This Agreement is supplemental to the Purchase Order between Provider and Customer (the “PO”). Capitalized terms
not defined herein shall have the meanings attached to them in the Purchase Order.
3.
If there is any inconsistency between this Agreement and the Purchase Order, this Agreement shall be controlling and
take precedent unless expressly otherwise provided in the Purchase Order.
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement on the Effective Date.
Customer: City of Tempe
Provider: HOMETOWNHUB, LLC
By:
By:
Name: Corey D. Woods
Name: Erin Christy
Title:
Mayor
Title:
ATTEST:
Kara A. DeArrastia, City Clerk
APPROVED AS TO FORM:
Eric C. Anderson, City Attorney
Chief Operating Officer
Hometown HUB - Software as a Service Terms and Conditions
HometownHUB, LLC (“Provider” or “HTH”) offers a software application defined as MyHUB (the “Software” or “Portal”), and both parties agree that
Provider will provide the cloud-hosted Software available for the City of Tempe (“Customer:”) and its end users. Therefore, in consideration of the mutual
covenants, terms, and conditions set forth below and in any relevant exhibits or documents, the adequacy of which is hereby acknowledged, the parties
agree as follows:
1.
DEFINITIONS. The following capitalized terms shall have the
following meanings whenever used in this Agreement.
1.1.
“Authorized Named User” means an end user of the
Customer that has an account registered with Customer and
has been given access by Customer to use the Services.
1.2.
“Customer Data” means a subset of Confidential Information
that is comprised of Customer’s data obtained, used in, or
stored as the result of the use of the Services.
1.3.
“Documentation” means the Software’s standard user
manuals and any other accompanying documents related to
the Software delivered to Customer during Implementation.
1.4.
“Implementation” means the process for gathering
requirements, configuring, testing, training, and integrating
the Software for Customer’s use, as set forth in a Statement
of Work.
1.5.
“Term” references the duration of the Services from the
Effective Date of this Agreement.
1.6.
“Major Release” means any new version of the Software
where the left most version number, or the second to the left
most version number, increases by at least one integer
increment.
1.7.
“Monthly Uptime Percentage” is calculated by subtracting
from 100% the percentage of minutes during the month in
which Provider Software, was in the state of “Unavailable.”
Monthly
Uptime
Percentage
measurements
exclude
downtime resulting directly or indirectly from any HTH SLA
Exclusion (defined herein).
1.8.
“Maintenance and Support” means Provider’s most current
standard maintenance and support plan provided herein as
Appendix A.
1.9.
“Software” means Provider’s Portal software and shall
include only the modules specified in Appendix C or Change
Order thereto.
1.10. “Services” means the services provided by Provider to
Customer for the implementation, configuration, integration,
and use of the Software, including, without limitation,
integration services utilizing Provider’s proprietary Adapter
Kit, hosting of the Software, maintenance and support, and
any additional services provided pursuant to an applicable
Statement of Work.
1.11. “Adapter
Kit”
means
HTH’s
proprietary
integration
framework, including APIs, services, data mappings, schemas,
orchestration logic, authentication handling, and supporting
artifacts, used to enable secure, real-time integration
between the MyHUB Portal and Customer’s Oracle Customer
Cloud Service (“CCS”) system, as further described in
Appendix D (Portal Integration Adapter Kit Addendum).
1.12. “Specifications” means Provider’s specifications for the
Software, as set forth in the SOW.
1.13. “Data Retention Policy” means Provider’s standard data
retention policy.
1.14. “Production Deployment” means once the Customer has
provided User Acceptance Testing (“UAT”) signoff, and the
Software has been pushed into a production environment.
1.15. “Upgrades” is defined in Section 3.1(a) below.
2.
SOFTWARE DELIVERY.
2.1.
Right to Access and Use Software. Provider hereby grants
Customer a non-exclusive, non-transferable, non-perpetual,
limited right to use and make available the Software to
Customer’s Authorized Named Users during the Term, subject
to Section 2.2 below. Customer’s right to access and use the
Software includes use of the Adapter Kit solely as embedded
within and required for operation of the MyHUB Portal.
2.2.
Restrictions on Software Use. This Agreement grants the
Customer a limited right to access and use the Software for
the number of Authorized Named Users indicated in Appendix
B. The Software is not sold, and Customer receives no title to
or ownership of any copy or of the Software itself.
Furthermore, Customer receives no rights to the Software
other than those specifically granted in Section 2.1 above.
Without limiting the generality of the foregoing, Customer
shall not: (a) modify, create derivative works from, distribute,
publicly display, publicly perform, or sub-subscribe the
Software; (b) allow third parties to exploit the Software; (c)
sub-license the Software; (d) reverse engineer, decompile, or
attempt to derive any of the Software’s source code; (e)
remove or modify any program markings or any notice of
Provider’s proprietary rights, or; (f) access, modify, extract,
reuse, or attempt to replicate the Adapter Kit or any
integration logic outside of the MyHUB Portal.
3.
UPDATES AND SERVICE LEVELS.
3.1.
Provision of Updates and Maintenance: Provider shall maintain
and update the Software as follows during the Term:
(a)
Provider shall provide standard support and maintenance for
the Software in accordance with Appendix A or its most recent
published version thereof. Customer Data shall be retained by
Provider in accordance with Provider’s standard Data
Retention Policy or its most recent published version thereof.
Provider will routinely update the Software to address any
security updates, bug fixes, or responsiveness matters as
deemed necessary by Provider. Provider may update the
Software to add any new features or functions, incorporate
any improved process changes, and/or implement any
performance-enhancing modifications annually, if applicable
(“Upgrades”). Upon completion of any such Software upgrade
implementation, “Software” as defined herein shall then
incorporate the version of Portal to which the Customer has
upgraded.
(b)
Should an Upgrade be required, Provider will promptly notify
the Customer of any applicable downtime and provide
confirmation once functionality is restored pursuant to the
terms of Section 3.2 below.
(c)
Each Upgrade will constitute an element of the Software and
will be subject to this Agreement’s terms regarding Software,
including, without limitation, subscription, warranty, and
indemnity terms.
3.2.
Service Level Availability: Provider will use commercially
reasonable efforts to make Software available with a Monthly
Uptime Percentage of at least 99.9%, in each case during any
monthly billing cycle or calculated as such if billed annually
(the “Service Commitment”). The Service Commitment does
not apply to any unavailability, suspension or termination of
Software, or any other Software performance issues:
(i) caused by factors outside of Provider’s reasonable control,
including any force majeure event or Internet access or
related problems beyond the demarcation point of Provider;
(ii) that result from any actions or inactions of Customer or any
third party; (iii) that result from Customer’s equipment,
software or other technology and/or third party equipment,
software or other technology (other than third party
equipment within our direct control); (iv) that result from any
maintenance as provided for pursuant to this Agreement; or
(v) arising from Provider’s suspension and termination of
Customer’s right to use Software in accordance with this
Agreement (collectively, the “HTH SLA Exclusions”).
4.
FEES.
4.1.
Software Subscription Fees. All software subscription fees for
the Term of this Agreement, as set out in Appendix B, shall be
due upon the signing of this Agreement. If the initial term of
this Agreement exceeds the initial term, then Customer shall
be invoiced for the first- year software subscription fees upon
signing of this Agreement and, for multi-year terms, annually
thereafter upon the anniversary date of the Effective Date for
the remaining term until the fees have been paid in full.
(a)
Customer agrees to make all payments to HTH within thirty
(30) calendar days after receipt of invoice. Customer will
endeavor to pay 30 days after receipt of properly documented
invoice. If Customer’s account is forty five (45) days or more
overdue, HTH reserves the right with prior written notice to
withhold performance of its obligations under this
Agreement, without liability, until such payments are paid in
full.
(b)
The software subscription fees as provided are only valid for
the number of meters as specified in Appendix B. Should
Customer wish to add any additional accounts during the
Term of this Agreement or acquire additional features and
modules, such may be purchased at an additional cost.
Implementation fees for the Software shall also be noted in
the Statement of Work. Yearly true-up will be completed and
submitted to Customer by the Provider prior to annual
invoicing.
4.2.
Additional Services. The Software is compatible with
additional optional services such as SMS text messaging
services and IVR dialer services (collectively “Additional
Services”) to enable certain features within the Notifications
module of Portal. All Additional Services shall be invoiced by
Provider to Customer upon the request of such services by
Customer at the pricing and rates current at such time. All
invoices shall be subject to and paid according to Section
4.1(a) above.
(a)
For SMS text messaging services, along with the one-time
implementation fee for setting up the service, shall be invoiced
upon request of the SMS service by Customer. If applicable,
SMS short code fees shall be invoiced annually, while in-
bound and out-bound text message usage fees shall be
invoiced monthly for actual amount used.
(b)
For IVR services, the toll-free or local phone number fee shall
be invoiced annually upon request of the IVR services from
Customer and upon activation of same. In-bound and out
bound connect fees, call recording, storage, and transcription
fees shall be invoiced monthly for actual amount used.
(c)
Pricing for Additional Services shall be attached hereto as
Appendix E. Pricing for Additional services may be updated by
HTH, upon thirty
(30) days written notice to Client prior to any such application
of updated pricing, for the purpose of properly reflecting the
current market rate for such Additional Services.
5.
Intellectual Property Rights & Feedback.
5.1.
Intellectual Property Rights in the Software. Provider retains
all rights, title, and interest in and to the Documentation and
Software, including but not limited to, the Services and any
Upgrades, as well as any related methodologies, techniques,
processes, and instruction developed by Provider and used in
the course of performing the Services (collectively “Provider
IP”) for Customer under this Agreement and an applicable
Statement of Work. Nothing in this Agreement shall be
construed to grant Customer any ownership rights, title, or
interest in the Provider IP except to the extent of the limited
subscription rights specifically set forth in Section 2.1.
Customer recognizes that the Software and its components
are protected by copyright and other laws. Customer shall
not (and shall not allow or cause any third party to) reverse
engineer, disassemble, alter, or otherwise translate the
Software, Documentation, Services or Upgrades. For
avoidance of doubt, Provider IP includes the Adapter Kit and
all related integration logic, APIs, schemas, and
enhancements.
5.2.
Feedback. Customer hereby grants Provider a perpetual,
irrevocable, unrestricted, worldwide license to use any
Feedback (as defined below) Customer communicates to
Provider during the Term, without compensation or any
obligation to report on such use, and without any other
restriction. Such rights shall include, without limitation, the
right to exploit Feedback in any way and the right to grant
sublicenses. Notwithstanding the provisions of Article 6
(Confidential Information) below, Feedback will not be
considered Customer’s Confidential Information. (“Feedback”
refers to any suggestion or idea for modifying any of
Provider’s products or services, including all intellectual
property rights therein.)
6.
CONFIDENTIAL INFORMATION.
6.1.
Confidential Information Defined. “Confidential Information”
refers to the following types of material or content one party
to this Agreement (“Discloser”) discloses to the other
(“Recipient”): (a) any information Discloser marks or
designates as “Confidential” at the time of disclosure; and (b)
any other nonpublic, sensitive information disclosed by
Discloser including, but not limited to code, inventions, know-
how, business, technical, and financial information, or other
information which should reasonably be known by the
Recipient to be confidential at the time it is disclosed, due to
the nature of the information and the circumstances
surrounding such disclosure. Notwithstanding the foregoing,
Confidential Information does not include information that: (i)
is in Recipient’s possession at the time of disclosure; (ii) is
independently developed by Recipient without use of or
reference to Confidential Information; (iii) becomes known
publicly, before or after disclosure, other than as a result of
Recipient’s improper action or inaction; or (iv) is rightfully
obtained by Recipient from a third party without breach of any
confidentiality obligations.
6.2.
Nondisclosure.
Recipient
shall
not
use
Confidential
Information for any purpose other than to facilitate this
Agreement (the “Purpose”). Recipient: (a) shall not disclose
Confidential Information to any employee or contractor of
Recipient unless such person needs access in order to
facilitate the Purpose and executes a nondisclosure
agreement with Recipient with terms no less restrictive than
those of this Article 6; and (b) shall not disclose Confidential
Information to any third party without Discloser’s prior written
consent. Notwithstanding the foregoing, Recipient shall
protect Confidential Information with the same degree of care
it uses to protect its own confidential information, but with no
less than reasonable care. Recipient shall promptly notify
Discloser of any misuse or misappropriation of Confidential
Information
that
comes
to
Recipient’s
attention.
Notwithstanding the foregoing, Recipient may disclose
Confidential Information as required by applicable law or by
proper legal or governmental authority. Recipient shall give
Discloser prompt notice of any such legal or governmental
demand and reasonably cooperate with Discloser in any effort
to seek a protective order or otherwise to contest such
required disclosure, at Discloser’s expense. The parties
recognized that Customer is a government entity and subject to
public record laws that may require disclosure of material
designated as Confidential Information. Customer will give Provider
notice of any requests public record requests related to Provider
prior to releasing such public records. If Provider believes its
Confidential Information are not public records subject to disclosure,
it is Provider’s sole obligation, at its own expense, to seek legal
protection of its Confidential Information.
6.3.
Injunction. Recipient agrees that breach of this Article 6 would
cause Discloser irreparable injury, for which monetary
damages would be inadequate, and in addition to any other
remedy, Discloser will be entitled to injunctive relief against
such breach or threatened breach, without proving actual
damage.
6.4.
Termination & Return. With respect to each item of
Confidential Information, the obligations of Section 6.2 above
(Nondisclosure) will terminate three (3) years from the
expiration of this Agreement. Upon such termination,
Recipient shall return all copies (excepting one (1) copy
archived for purposes of Recipient’s back-up processes) of
Confidential Information to Discloser or certify, in writing, the
destruction thereof.
6.5.
Retention of Rights. This Agreement does not transfer
ownership of Confidential Information or grant a license or
any other right thereto. Discloser will retain all right, title, and
interest in and to all Confidential Information.
7.
DATA PRIVACY & SECURITY.
7.1.
Customer Data. Customer Data, which shall also be known
and treated by Provider as Confidential Information
(collectively “Customer Data”), shall include the following:
(a) Data collected, used, processed, stored, or generated by the
Customer as the result of the use of the Software and the
Services, including any personal identifiable information
(“PII”) and any information related to payment processing
shall be deemed “Customer Data” and shall remain the sole
and exclusive property of Customer, and all right, title,
interest in the same is reserved to Customer. Customer Data
is and shall remain the sole and exclusive property of
Customer and all right, title, interest in the same is reserved
to Customer. For all purposes of this Agreement, Customer
shall be responsible for determining the manner in which any
type of Customer Data will be collected, stored, and
processed and for determining the purpose for processing the
information.
7.2.
Provider Use of Customer Data. Customer hereby grants
Provider a limited right to access, process, collect, store,
generate, display, and use Customer Data for the sole purpose
of providing the Software and Services to Customer. Provider
shall keep and maintain Customer Data in strict confidence
and shall not allow any third parties to use, disclose, or access
Customer Data without Customer’s prior written consent.
Notwithstanding the foregoing, Provider may disclose
Customer Data as required by applicable law or by proper legal
or governmental authority. Provider shall give Customer
notice of any such legal or governmental demand and
reasonably cooperate with Customer in any effort to seek a
protective order or otherwise contest such required
disclosure, at customer’s expense.
7.3.
Data Security. The Parties shall each be responsible for
establishing and maintaining its own data privacy and
information security policies, including physical, technical,
administrative, and organizational safeguards to ensure the
security and confidentiality of Customer Data; protect against
any anticipated threats or hazards to the security of Customer
data, protect against unauthorized disclosure, access to, or
use of Customer Data, ensure the proper disposal of
Customer Data, and ensure that all employees, agents, and
subcontractors, if any, comply with the above.
8.
REPRESENTATIONS & WARRANTIES.
8.1.
From Provider.
(a)
Re: Function. Provider represents and warrants that, during the
Term, the Software will perform materially in accordance with
its Software Specifications set forth in the SOW and pursuant
to the service level targets in Section 3.2 above.
(b)
Re: Intellectual Property Rights in the Software. Provider
represents and warrants that it provides the Software and has
the power and authority to grant the rights in this Agreement
without the further consent of any third party. In the event of a
breach of the warranty in this Subsection 8.1(b), Provider, at its
own expense, will promptly take the following actions: (i)
secure for Customer the right to continue using the Software;
(ii) replace or modify the Software to make it non-infringing,
provided such modification or replacement will not materially
degrade any functionality listed in the Specifications; or (iii)
refund the prorated SaaS subscription Fee paid for the
Software for every month remaining in the Term, following
the date after which Customer is required to cease use of the
Software. In conjunction with Customer’s right to terminate
for breach where applicable and the provisions of Section 9.1
below (Indemnified Claims), the preceding sentence states
Provider’s sole obligation and liability, and Customer’s sole
remedy, for breach of the warranty in this Subsection 8.1(b)
and for potential or actual infringement by the Software.
Provider’s representations and warranties herein shall not
apply to the extent any infringement arises out of any
conditions listed in Subsection 9.1 (a) -9.1(e) below.
8.2.
From Both Parties. Each party represents and warrants that it
has the full right and authority to enter into, execute, and
perform its obligations under this Agreement and that no
pending or threatened claim or litigation known to it would
have a material adverse impact on its ability to perform as
required hereunder.
8.3.
Warranty Disclaimers. Except for the express warranties in
Sections 8.1 and 8.2 above, PROVIDER MAKES NO
WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING
WITHOUT LIMITATION ANY IMPLIED WARRANTY OF
MERCHANTABILITY OR FITNESS FOR
A PARTICULAR PURPOSE. Provider does not warrant that the
Software will perform without error or that it will run without
immaterial interruption. Provider provides no warranty
regarding, and will have no responsibility for, any claim
arising out of: (a) a modification of the Software made by
anyone other than Provider, unless Provider approves such
modification in writing; or (b) use of the Software in
combination with any operating system not authorized or
specifically forbidden in the Specifications or Documentation
or with hardware
or software.
9.
INDEMNIFICATION.
9.1.
Indemnified Claims. Provider shall defend and indemnify
Customer and its officers, directors, shareholders, parents,
subsidiaries, agents, successors, and assigns against any
“Indemnified Claim,” meaning any third-party claim, suit, or
proceeding arising out of, related to, or alleging infringement
of any patent, copyright, trade secret, or other intellectual
property right by the Software. Provider’s obligations set forth
in this Section 9.1 do not apply to the extent that an
Indemnified Claim arises out of: (a) Customer’s breach of this
Agreement; (b) revisions to the Software made without
Provider’s written consent; (c) Customer’s failure to
incorporate Upgrades that would have avoided the alleged
infringement, provided Provider offered such Upgrades
without charges not otherwise required pursuant to this
Agreement; (d) Provider’s modification of Software in
compliance with Customer’s specifications; (e) unauthorized
use of the software by third parties; or
(f) use of the Software with hardware or software not provided
by or approved of by Provider.
9.2.
Litigation & Additional Terms. Provider’s obligations pursuant
to Section 9.1 above will be excused to the extent that
Customer’s or any of Customer’s Associates’ failure to provide
prompt notice of the Indemnified Claim or reasonably to
cooperate materially prejudices the defense. Provider will
control the defense of any Indemnified Claim, including
appeals, negotiations, and any settlement or compromise
thereof; provided Customer will have the right, not to be
exercised unreasonably, to reject any settlement or
compromise that requires that it admit wrongdoing or liability
or subjects it to any ongoing affirmative obligations.
10. LIMITATION OF LIABILITY.
10.1. Liability Cap. Provider’s liability arising out of or related to this
Agreement shall in no event exceed three times the
Subscription Fee paid by Customer within the twelve (12)
months preceding the claim.
10.2. Exclusion of Consequential Damages. IN NO EVENT WILL
PROVIDER
BE
LIABLE
TO
CUSTOMER
FOR
ANY
CONSEQUENTIAL, INDIRECT, SPECIAL, INCIDENTAL, OR
PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO THIS
AGREEMENT.
10.3. Clarifications & Disclaimers. THE LIABILITIES LIMITED BY THIS
ARTICLE 9 APPLY REGARDLESS OF THE FORM OF ACTION,
WHETHER IN CONTRACT, TORT, STRICT PRODUCT LIABILITY,
OR OTHERWISE; EVEN IF PROVIDER IS ADVISED IN ADVANCE
OF THE POSSIBILITY OF THE DAMAGES IN QUESTION AND
EVEN IF SUCH DAMAGES WERE FORESEEABLE; AND EVEN
IF
CUSTOMER’S REMEDIES FAIL OF THEIR ESSENTIAL
PURPOSE. If applicable law limits the application of the
provisions of this Section 9, Provider’s liability will be limited
to the maximum extent permissible by law. For the avoidance
of doubt, Provider’s liability limits apply to Provider’s affiliates,
providers, agents, sponsors, directors, officers, employees,
consultants, and other representatives.
10.4. Exceptions to Limitation of Liability. Sections 10.1 (Liability Cap)
and 10.2 (Exclusion of Consequential Damages) above do not
apply to:
(a) claims pursuant to Article 9 above (Indemnification); or (b)
claims for attorneys’ fees and other litigation costs
recoverable by the prevailing party in any action.
11. TERMINATION & RENEWALS.
11.1. Termination for Cause. Either party may terminate this
Agreement for: (a) the other’s material Breach upon thirty (30)
day’s written notice, provided that the other party shall first
have the opportunity to cure such breach before the effective
date of termination; or (b) any party becomes the subject of a
petition in bankruptcy or any other proceeding related to
insolvency, receivership, liquidation or assignment for the
benefit of creditors.
11.2. Termination for Convenience. Customer may terminate this
Agreement for convenience upon thirty (30) days advance
written notice to Provider. Upon termination, Customer shall
be immediately liable to Provider for the payment of all
outstanding fees up to the time of termination and 100% of
license fees not yet paid up to the full term of the Agreement.
11.3. Effects of Termination. Upon termination of this Agreement,
Provider will immediately terminate Customer’s access to the
Software, and Customer shall cease all use of the Software
and delete, destroy, or return all copies of the Documentation
in its possession or control. The following provisions will
survive termination or expiration of this Agreement: (a) any
obligation of Customer to pay fees incurred before
termination; (b) Articles and Sections 2.2 (Restrictions on
Software Rights) 5 (IP & Feedback), 6 (Confidential Information),
8.3 (Warranty Disclaimers), 9 (Indemnification), and 10
(Limitation of Liability); and (c) any other provision herein that
must survive to fulfill its essential purpose. If termination
occurs for any other reason than what is provided for under
Section 11.1, Customer’s obligation under Section 11.2 shall
also include any fees obligated to be paid under the
agreement, whether incurred or not.
11.4. Renewals. This Agreement shall automatically renew at upon
the expiration of the initial Term for four (1) year term
intervals, unless terminated by Customer by providing written
notice to Provider ninety (90) days prior to the expiration of
the Initial Term. Any renewal of the Services shall be provided
accordingly to Provider’s then-current standard Software as a
Service Agreement and Maintenance and Support Plan. After
the initial term, a minimum increase of 3% will apply per year.
12. MISCELLANEOUS.
12.1. Independent Contractors. The parties are independent
contractors and will so represent themselves in all regards.
Neither party is the agent of the other, and neither may make
commitments on the other’s behalf.
12.2. Taxes. Fees in Section 4.1 above do not include any applicable
taxes. Customer shall be solely responsible in the event any
authority imposes a duty, tax, levy, or fee (excluding those
based on Provider’s net income) upon the Software as
supplied by Provider under this Agreement.
12.3. Force Majeure. No delay, failure, or default, other than a failure
to pay fees, will constitute a breach of this Agreement to the
extent caused by acts of war, terrorism, earthquakes, other
acts of God or of nature, strikes or labor disputes, embargoes,
or other causes beyond the performing party’s reasonable
control.
12.4. Assignment & Successors. Customer may not assign this
Agreement or any of its rights or obligations hereunder
without Provider’s written consent. Except to the extent
forbidden herein, this Agreement will be binding upon and
inure to the benefit of the parties’ respective successors and
assigns.
12.5. Severability. To the extent permitted by law, the parties waive
any provision of law that would render any clause of this
Agreement invalid or unenforceable. In the event that a
provision herein is held to be invalid or unenforceable, such
provision will be interpreted to fulfill its intended purpose to
the maximum extent permitted by law, and the remaining
provisions of this Agreement will continue in full force and
effect.
12.6. No Waiver. Neither party will be deemed to have waived any
of its rights under this Agreement by lapse of time or by any
statement or representation other than by an authorized
representative in an explicit written waiver. No waiver of a
breach hereof will constitute a waiver of any other breach of
this Agreement.
12.7. Choice of Law & Jurisdiction: This Agreement will be governed
by the laws of the State of Arizona, without reference to any
conflicts of law principles. The parties’ consent to the personal
and exclusive jurisdiction of the federal and state courts of
Arizona.
12.8.
Conflicts. Should this Agreement conflict with any other
agreements, this Agreement will govern.
12.9.
Construction. The parties agree that the terms of this
Agreement result from negotiations between them. This
Agreement will not be construed in favor of or against either
party by reason of authorship.
12.10. Entire
Agreement.
This
Agreement,
which
explicitly
incorporates the City’s Mandatory Terms Addendum by
reference, along with the City of Tempe RFP [Add number
here] and all addendums thereto, and all of Provider’s
response to the RFP including best and final offers, sets forth
the entire agreement of the parties and supersedes all prior
or contemporaneous writings, negotiations, and discussions
with respect to its subject matter. Neither party has relied
upon any such prior or contemporaneous communications.
12.11. Execution in Counterparts. This Agreement may be executed in
one or more counterparts. Each counterpart will be an original,
but all such counterparts will constitute a single instrument.
12.12. Amendment. This Agreement may only be amended in writing
by authorized representatives of each party.
Appendix A
MyHUB
Standard Support Plan
Appendix A – Standard Support Plan
1.
STANDARD PRODUCTION SUPPORT PLAN
This Standard Support Plan shall cover the engagement model, roles, responsibilities, and service level expectations for the production support of
HTH’s products and services for the utility (“Client”).
2.
SUPPORT PLAN OVERVIEW
a)
Production support begins at the end of the 30-day stabilization period following solution deployment by HTH or any of its Partners, of
any HTH Platforms, and will continue for a duration as specified in the Agreement.
b)
HTH’s Standard Support obligations apply solely to issues arising from the MyHUB Portal and HTH-controlled components, including
HTH-maintained integrations and application services. Support does not extend to diagnosing or resolving failures originating in Client-
controlled systems or third-party systems, including (but not limited to) CCS environments, AMI/metering vendors, billing systems,
payment processors, print & mail vendors, GIS systems, or any external data source.
c)
If an incident is determined to be caused by an external system, HTH will document the observed behavior and notify Client of the
affected upstream or downstream service. Support SLAs apply only to items within HTH’s scope of responsibility and control.
d)
HTH shall provide support to Client’s designated business or information technology points-of- contact, who shall then aid or be better
equipped in aiding its customers.
e)
Incident reporting shall be available twenty-four (24) hours a day, seven (7) days a week, and 365 days a year. To report an incident and
to measure the service level agreement, the HTH ticketing system will be utilized.
f)
Client support is provided during business hours as described in Section 10.
g)
Upon receipt of an incident, HTH shall provide an Initial Response to Client via electronic means to start with the resolution process for
that Incident. This response shall be provided within the SLA for Initial Reaction Time. Under the Initial Response for the Initial Reaction
Time, HTH may acknowledge the reported incident, include information about criticality, and or request the Client for more details of the
incident.
h)
Subsequent to providing the Initial Response, HTH may provide updates to the status of the incident via electronic means such as email
or via an incident management portal.
i)
Subsequent to providing an initial response to an incident, HTH may propose an incident remedy as a Corrective Action as defined
in Section 4 below, or a workaround to mitigate the incident impact and or lower the Criticality of the Incident (to Non-Critical from
Critical).
j)
Once the issue has been identified and a potential fix may be available to be deployed, Client’s designated point of contact will be
notified and moved into production system pending confirmation from the Client.
3.
INCIDENT AND PROBLEM MANAGEMENT, AND SERVICE LEVELS
Levels 1 and 2 Support. Client shall be responsible for the Support Requirements set forth and defined as Level 1 and Level 2.
Level 1 Support (Level 1) is defined as first-line support, which shall be the first level of utility contact, such as customer interactions utility
customer service representatives, or customer interactions with utility field office representatives. Level 1 requests may include basic
application navigation, functionality explanation, user and password management, and preliminary troubleshooting and issue analysis.
Level 2 Support (Level 2) is defined as second-line support for items which are escalated from Level 1. Level 2 support may be provided by
Client staff, such as an application subject matter expert, system administrator, or technical support teams. Level 2 is responsible for
assisting Level 1 with technical issues, including preliminary technical troubleshooting, locked IP address resets, and other elevated
administrative functions.
The following are Client responsibilities for Level 1 and Level 2:
(a) provide training to Level 1 and Level 2 service desk personnel before new application or functionality related to HTH
products is installed into production; and
(b) follow proper escalation procedures from Level 1 to Level 2 and Level 2 to Level 3. Level 1 shall at no time contact Level 3 directly.
HTH shall be responsible for:
(a) maintaining processes and/or authorized user documentation for HTH products to be able to resolve most Level 1 and Level 2
issues without requiring a transfer to specialized application support.
(b) Level 3 support, when engaged through the proper channels (only by Level 2 personnel). See section below.
Level 3 Support. HTH will support Level 3 Support requirements. Specifically, HTH will:
(a) provide Level 3 Support for HTH products including, advanced technical and system administration responsibilities which may require
application log, database access, or other code-related troubleshooting;
(b) provide clearly defined points-of-contact, available to receive and appropriately respond to notice of incidents from Level 2
personnel;
(c)
provide the Service Desks with specialized applications support and/or "on call" personnel who are responsible for Level 3 support
and can be contacted via channels stated in Section 9 herein;
(d) advise Level 2 personnel and other authorized users of the estimated time required to resolve the incident after being notified and
the incident being diagnosed for root cause, with such resolution time being consistent with Client's SLA for service restoration.
(e) provide status updates to Level 2 personnel and other authorized users during incident resolution; and,
(f)
provide support, advice, and assistance to Level 2 personnel in a manner consistent with Client’s practices for the applications
prior to the Services entering the production environment and non- programming activities in direct support of authorized users.
(g) will provide Level 3 support only for HTH-owned software, services and integrations. For avoidance of doubt, HTH does not
provide root cause analysis, correction action or remediation for external systems.
4.
INCIDENT PRIORITIZATION AND RESPONSE SLAS
HTH provides Level 3 incidents with Service Level Agreements (SLA) that ensures timely response to such incidents based on its criticality and
impact. The Initial Reaction Time SLA for the level of criticality of an incident will be determined based on the following incident
classifications and definitions. HTH provides a response within such Initial Reaction Time. Such response may include information such as;
acknowledgement of the incident, provide tracking number or a response seeking additional information from client. The SLA for Initial
Reaction Time shall be deemed to have been met if HTH has provided a Response within the defined time. During the time subsequent to
the Initial Reaction time, the SLA for “Corrective Action” shall be deemed to have been met if the Client was proposed an incident remedy or
a workaround.
SLA response and resolution timeframes apply only to issues within HTH’s reasonable control. Timeframes pause when investigation indicates a
failure caused by external systems.
The level of priority and response time will be determined based off the following incident classifications:
Incident
Criticality
Description
Target Initial
Acknowledgement
Time
Target Corrective
Action Time
Critical
An incident is classified as Critical if it has serious consequences
to normal business operations and business critical work cannot
be performed. It is generally characterized as
• System is completely unavailable or inaccessible
to all users
• A malfunction in the central system has made the
software unusable
• Specific customer or user has a major issue that
has stopped a key business Process
1 Hour (24x7)
1 Day
(Not to exceed one (1)
business day for
resolution or mutually
agreeable workaround)
Non- Critical
An incident is classified as non-critical if it is minimally
restricting normal business
2 Business Days
15 Business Days
Illustrations of Critical Incident:
• The Portal is completely down, crashes or experiencing intermittent outages.
• Systemwide failure(s).
• Severe degradation of performance that renders the Portal unusable.
• No users can make Payments via the Portal, Mobile Application or both.
• Wrong data is being retrieved with accessing your account for majority of users or all users.
• Usable but degraded performance (takes an extensive amount of time to load a page or pages).
• A customer-facing service for a subset of customers is down.
• Defect in functionality causes a material effect on revenue.
Illustrations of Non-Critical Incident:
• A minor inconvenience to customers, with alternatives or short-term workarounds available.
• A system bug is creating a minor inconvenience to a smaller set of customers.
• A bug that inconveniences a customer but does not impact overall system function.
• A partial, loss of service with a medium-to-low impact on the business.
• Part of a solution’s functionality is unavailable.
• Performance of systems is degraded but still functioning.
• Cosmetic error or visual defect.
• Font inconsistency or text wrapping.
• Page "jumps" on refresh.
• Questions regarding an issue or functionality.
• Redundant component failure that does not materially affect functionality.
5.
INCIDENT REPORTING
To report an incident, a ticket must be raised in your corresponding Jira board. Before reporting an incident to HTH/Level 3 Support for any
severity, the Client’s Level 2 personnel must collect as much of the following information possible:
•
Product and specific module (e.g. Portal > Billing Info)
•
Reproducibility (Is this issue reoccurring and can it be replicated by the user?)
•
Number of Users impacted
•
Date and Time of Incident (When the issue began)
•
Severity (High, low, normal)
•
Platform and/or device type (e.g. iPad Air)
•
Description (Generally speaking, what is the issue and what happens?)
•
Steps taken to troubleshoot
•
Steps to reproduce (What steps through the application did the user take to encounter this issue?)
•
Screenshots (Please collect screenshots of the error, if available)
6.
HTH SYSTEM MAINTENANCE
The primary point-of-contact for the ongoing maintenance and support of the application is your assigned application services manager.
System maintenance is an undesired but necessary function of any IT system. HTH may, at its discretion, schedule a system maintenance
window, during which time normal production services may not be available. Planned system maintenance windows are mutually agreed
upon with Client provided, where possible, Client receives 7 days’ notice of the start of a project implementation. Whenever possible, HTH will
attempt to schedule planned system maintenance windows to coincide with Client’s own IT system maintenance windows and after
midnight (12:00 a.m.) Pacific Time.
There may be some instances where updates may be required immediately or within a very short timeframe to maintain the security or
functionality of HTH applications and services. In such cases, HTH will notify Client’s designated point-of-contact of an unplanned system
maintenance requirement and will work with Client to roll out the necessary changes during the earliest, mutually favorable time. HTH will
promptly notify Client’s designated point-of-contact of any downtime and provide confirmation once full functionality is restored.
Utility end customers attempting to reach the portal URL or log into the mobile application during a planned or unplanned system
maintenance window will receive a message substantially similar to:
“Our site is currently unavailable while we perform maintenance and system upgrades. We apologize for any inconvenience caused and appreciate
your patience. Please try again at a later time.”
7.
HTH SUPPORT EXCEPTIONS
HTH’s support and SLA obligations apply only to the MyHUB Portal and HTH-owned software components. HTH is not responsible for
investigating, debugging, or resolving issues originating in Client or third-party systems, including CCS or upstream data providers. Where feasible,
HTH will provide high-level observations to assist Client in isolating the source of failure; however, responsibility for remediation of non-HTH
systems lies solely with Client or the applicable vendor.
HTH shall use commercially reasonable efforts to identify a root cause and provide technical solutions therein for any MyHUB Portal
reported bugs, defects, issues, etc., provided that the Software or Services are not otherwise impaired at the start of the then-current Service
Term and has been properly maintained by Client in accordance with HTH’s policies. HTH SHALL NOT be required to support its applications
in the following circumstances:
•
Issues originating from operating systems or a mobile hardware version or a browser version not supported or HTH
recommended versions (Note: Client OS: Windows 7 Enterprise. Current and up-to-date web browsers used thereunder shall be
supported)
•
Where errors are a product of misuse, abuse, negligence, or improper utilization of any or all part(s) of the Software or Services.
•
Where Software or Services are modified, amended, revised, or changed by any party other than HTH or HTH’s authorized agents
or representatives.
•
During the period when Software or Services for any Change Requests or Enhancements are performed for the Client per the
Clients request
•
Where issues are a result of electrical failure, internet connections problems, any issue related to data including but not limited to data
input, output, integrity, storage or back-up, and any and all other external or infrastructure-related problems, which shall be deemed to
be under Client’s exclusive control, and of Client’s sole responsibility
8.
THIRD PARTY VENDOR SUPPORT AND TROUBLESHOOTING SERVICES
If HTH or Client identifies or reports an incident that reasonably necessitates third party-vendor intervention, HTH is eligible to invoice Client
if additional troubleshooting support is requested and approved.
Example: Third party vendor’s hardware is not properly configured to run HTH applications and ensuring operability requires technical support recourses
from the third party. HTH may interface directly with third party at Client’s direction if Client does not wish to manage the issue themselves.
9.
HTH SUPPORT HOURS OF OPERATION
•
CRITICAL incidents as classified by HTH are supported twenty-four (24) hours a day, seven (7) days a week, and 365 days a year.
•
NON-CRITICAL Incidents as classified by HTH are supported during HTH Business Hours, which are 9:00 a.m. to 5:00 p.m.
Eastern Time, Monday Through Friday (excluding holidays).
Appendix B
MyHUB SaaS Pricing
Appendix B - Pricing
The total cost of ownership of the portal is broken into three main components: implementation, licensing, notification costs, and
maintenance.
• Licensing: This is the annual fee to use the portal and is calculated on a per meter basis. The annual license fee will be recalculated on
an annual basis.
• Notifications: This is the cost for use of the Campaign Manager and is derived from the number of notifications sent. Messaging costs
are usage-based and variable, driven by third-party text/SMS provider fees. Additional details are outlined below.
•
SMS Messages: Text-only messages up to 160 characters
•
MMS Messages: Messages with media such as images, graphics, PDFs, GIFs, or longer text
Item
Cost
# of Meters
80,000
Contract Term
1 year
Annual Licensing*
Additional meters to be added at $1.20 per meter
$96,000 discounted 8% to $88,000
Notifications
Base Notification Package:
Email (Tier 1) – Included up to 250,000 per month
SMS - $389/month for up to 10,000 messages per month
*
*Upon annual renewal, there will be a 3% increase in fees.
*Other recurring fees, including notification services, language pack, and outbound campaign management, may increase by up to 3%
annually for Years 2 through 5 of this Agreement.
*Annual Licensing Fee to be invoiced upon UAT Completion / Portal Soft Launch (Completion of Milestone 3 as referenced in the Statement
of Work)
*Additional Tiers available for Email Notifications
* SMS/MMS Overages:
SMS - After monthly amount is reached, usage is billed at $0.03 per message to be invoiced monthly
MMS - $0.05 per message; not included in the monthly amount. Additional fees may apply for certain media types, file sizes, carrier
surcharges, or other pass-through costs incurred by Provider.
Cost table represents one year contract with option of 4 (1) year renewals.
Annual Fees
Year 1
Year 2
Year 3
Year 4
Year 5
SaaS Licensing Fee
$88,000
$90,640
$93,359.20
$96,159.98
$99,044.78
Outbound Campaign Manager
Included
Included
Included
Included
Included
Base Notification Package
*Variable cost may apply – see table
above.
$4,668
$4,668
$4,668
$4,668
$4,668
3.5% Reduction for Contracting
Services
$3,243.38
$3,335.78
$3,430.95
$3,528.98
$3,629.95
Total
$89,424.62
$91,972.22
$94,596.25
$97,299.00
$100,082.83
Appendix C
Portal Capabilities Matrix
Portal Capabilities Matrix
Capability
Included in Scope
Non-Registered Users
One-Time Payment
Yes
Login/Register/Reset Password
Yes
Start/Stop Service
Yes
Frequently Asked Questions (FAQs)
Yes
Contact Us Options
Yes
Registered Users
Yes
Dashboard Functionality
Utility Bill Overview
Yes
Usage Highlights
Yes
CTA Components
Yes
Usage Data Visualization
Monthly Data
Yes
Daily Data
Yes
Hourly Data
Yes
Billing & Payment
Detailed Bill Summary
Yes
Bill Display
Yes
Utility Bill History
Yes
Payment History
Yes
Outbound Campaign Manager
SMS/MMS Messaging
Yes
Email Messaging
Yes
Service Request
Start Service Self-Service Automation
Yes
Stop Service Self-Service Automation
Yes
Transfer Service Self-Service Automation
Yes
To-Do Creation in CCS
Yes
Frequently Asked Questions
Frequently Asked Questions (FAQs)
Yes
Contact Us
Form Collection & Routing
Yes
Admin Portal
Verify/Change Password
Yes
Register/Unregister Account
Yes
Link/Unlink Account
Yes
Remote Authenticate
Yes
Update/Change Email
Yes
Third-Party Integration
Paymentus - SSO
Yes
WaterSmart - SSO
Yes
Sebis (SPC)
Yes
Appendix D
Portal Integration Adapter Kit Addendum
Integration Adapter Kit Addendum
This Integration Adapter Kit & API Ownership Addendum (“Addendum”) is entered into by and between HometownHUB, LLC (“HTH”) and
City of Tempe (“Client”) and is effective as of [Effective Date]. This Addendum supplements the applicable Master Services Agreement,
SaaS Agreement, and/or Support Agreement (collectively, the “Agreement”).
1. Purpose
HTH has developed and maintains a proprietary Portal Adapter Kit that enables secure, real-time integration between Client’s Oracle
Customer Care and Billing (“CCS”) system and the customer portal provided by HTH (the “Portal”). This Addendum defines ownership,
permitted use, and maintenance responsibilities for the Adapter Kit and associated APIs.
2. Definition of Adapter Kit
The Adapter Kit is a core component of HTH’s platform and integration services and is not a generic Oracle CCS configuration or a Client-
owned customization. For purposes of this Addendum, the “Adapter Kit” includes, without limitation, application programming interfaces
(APIs), integration services and endpoints, data mappings, schemas, and orchestration logic, authentication and security handling, error
handling, logging and validation logic, and all supporting documentation and configuration artifacts.
3. Included Integration Services (The City of Tempe)
The Adapter Kit for The City of Tempe includes the following CCS-integrated services, as applicable to water operations:
Accounts and Services (/accountsAndServices)
Historical Bills (/bills)
Historical Payments (/payments)
Update Account Details (/updateInfo)
Update Mailing Address (/updateMailingAddress)
Verify Account (/verifyAccount)
Usage Data (/usageData)
Service Requests (/svcRequests)
Search Permise (/searchLocation)
For use with the MyHUB portal, the above services are delivered exclusively through HTH’s Adapter Kit and remain subject to this
Addendum. See Exhibit A for Table.
4. Ownership of Intellectual Property
All right, title, and interest in and to the Adapter Kit, including all APIs, services, schemas, mappings, enhancements, and derivative works,
are and shall remain the exclusive property of HTH. Nothing in the Agreement or this Addendum shall be construed as a transfer of
ownership of the Adapter Kit, or grant of any license beyond the limited right to use the Adapter Kit as part of HTH-provided portal services
5. Permitted Use
The Client is granted a limited, non-exclusive, and non-transferable right to use the Adapter Kit solely in connection with its authorized use
of the Portal, for the Client’s internal utility operations, and only for the duration of the applicable Agreement. No other use of the Adapter
Kit is permitted without the prior written consent of HometownHUB, LLC.
6. Maintenance and Modification Restrictions
The Adapter Kit and associated APIs shall be maintained, updated, and modified solely by HTH or HTH-authorized subcontractors. The
Adapter Kit may not be modified, extended, reverse engineered, replicated, or replaced by the Client or any third party, including CCS
consultants, without HTH’s prior written approval. Any unauthorized modification or attempted replication of the Adapter Kit may result in
suspension of support for the affected functionality and may require remediation at the Client’s expense.
7. Third-Party and Consultant Access
Client may engage third-party CCS consultants; however, such consultants are not authorized to modify or maintain the Adapter Kit. No
third party shall acquire ownership rights or development rights in the Adapter Kit.
8. Change Management
Portal Adapter Kit changes required due to Oracle CCS base updates (e.g., security, compliance, standards) are addressed in accordance with
the applicable Support Agreement.
Changes required due to client configuration changes, data model deviations, or third-party system changes may require a change request
and additional effort, as defined in the Agreement.
9. Survival
The ownership, restriction, and non-use provisions of this Addendum shall survive termination or expiration of the Agreement.
10. Order of Precedence
In the event of a conflict between this Addendum and the Agreement, this Addendum shall control with respect to Adapter Kit ownership
and integration responsibilities.
Exhibit A
SERVICE
OPERATION
COMPONENT
USED IN
USE CASES
DEPENDENCIES
CM
MyAccounts
/accounts
AccountsAndServices /accountsAndServices
Dashboard
Gets information
from an account
HistoricalBills
/bills
Billing page
Gets bills from a
specific timeframe
HistoricalPayments
/payments
Payments page
Gets payments from
a specific timeframe
UpdateDetails
/updateInfo
Account
Preferences page
Updates paperless
flag, autopay and
email
Characteristic:
Account's Web Portal
Admin (Link
Accounts)
UpdateMailingAddress /updateMailingAddress
Updates mailing
address
VerifyAccount
/verifyAccount
Registration flow
Verifies if all the
entered data is
correct
Characteristic:
Registered to Portal
(Registration)
CMUsages
/usage
GetUsages
/usageData
Usage page and
dashboard
Gets usage data from
premise during
specific timeframe
CMServiceRequests
/requests
AddSvcReq
/svcRequests
Services page
Creates to-dos for
service requests
(Start Service, Stop
Service, Transfer
Service and Request
new tap)
CMLocation
/location
CmSearchPremise
/searchLocation
Services page
Searches for a
service address and
returns if it exists in
CCS or not
City Mandatory Terms Addendum
Anti-Discrimination: Contractor agrees that it will comply with section 2-603(5) of the Tempe City Code (“TCC”), and will
not refuse to hire or employ or bar or discharge from employment any person or discriminate against such person in
compensation, conditions, or privileges of employment because of race, color, gender, gender identity, sexual orientation,
religion, national origin, familial status, age, disability, or United States military veteran status.
Arizona Law: The Contractor expressly warrants that it has and will continue to comply in all respects with Arizona law
concerning employment practices and working conditions, pursuant to A.R.S. § 23-211, et seq., and all laws, regulations,
requirements and duties relating thereto. Offeror further warrants that to the extent permitted by law, it will fully indemnify
the City for any and all losses arising from or relating to any violation thereof.
Compliance with Federal and State Law: Contractor agrees and covenants that it will comply with any and all applicable
governmental restrictions, regulations and rules of duly constituted authorities having jurisdiction insofar as the performance
of the work and services pursuant to the Contract, and all applicable safety and employment laws, rules and regulations,
including but not limited to, the Fair Labor Standards Act, the Walsh-Healey Act, and the Legal Arizona Workers Act (LAWA),
and all amendments thereto, along with all attendant laws, rules and regulations. Contractor acknowledges that a breach
of this warranty is a material breach of this Contract and Contractor is subject to penalties for violation(s) of this provision,
including termination of this Contract. City retains the right to inspect the documents of any and all contractors,
subcontractors and sub-subcontractors performing work and/or services relating to the Contract to ensure compliance with
this warranty. Any and all costs associated with City inspection are the sole responsibility of Contractor. Contractor hereby
agrees to indemnify, defend and hold City harmless for, from and against all losses and liabilities arising from any and all
violations thereof.
Non-Engagement of Israel Boycott: 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. Unless and until the U.S. District
Court, District of Arizona’s injunction is lifted, A.R.S. § 35-393.01 is unenforceable.
Termination for Conflict of Interest: This Contract is subject to the cancellation provisions of A.R.S. § 38-511. The City
may cancel this Contract within three (3) years after its execution, without penalty or further obligation, if any person
significantly involved in initiating, securing, drafting, or creating the Contract for the City becomes an employee or agent of
the Contractor.
Compliance with A.R.S. § 35-394. Contractor hereby certifies that it does not currently, and agrees for the duration of
this Agreement, that Contractor will not, use: 1. The forced labor of ethnic Uyghurs in the People’s Republic of China; 2.
Any goods or services produced by the forced labor of ethnic Uyghurs in the People’s Republic of China; or 3. Any
contractors, subcontractors or suppliers that use the forced labor or any goods or services produced by the forced labor of
ethnic Uyghurs in the People’s Republic of China. Contractor hereby agrees to indemnify and hold harmless the Customer,
its officials, employees, and agents from any claims or causes of action relating to the Customer’s action based upon
reliance upon this representation, including the payment of all costs and attorney fees incurred by the Customer in
defending such as action. Curing the term of agreement, Contractor shall alert the City within 5 days after becoming aware
of its noncompliance with this statute and cure any noncompliance within 180 days after initial notification of
noncompliance. Failure to cure in accordance with the provisions of this statute shall result in contract termination.
Public Records. Notwithstanding the foregoing, the parties explicitly acknowledge that Customer is a public entity subject
to the public records laws of the State of Arizona. In the event that Customer received a public records request that calls
for disclosure of information that Contractor has identified as Confidential Information, Customer agrees to provide timely
notice of said public records request so that Contractor may take appropriate action to contest the request and/or
disclosure, if necessary.
Signatures on next page
Signed and agreed to by the parties:
Vendor
City of Tempe
_____________________________
________________________________
Signature
Signature
Date: ________________________
Date: ___________________________
3/17/26
AFFIDAVIT OF COMPLIANCE WITH HOUSE BILL 2488
SUPPLIER AGREES TO NOT USE THE FORCED LABOR OF ETHNIC UYGHURS IN
THE PEOPLE’S REPUBLIC OF CHINA
_________________________________________________
Per House Bill 2488 approved by the Arizona Legislature, this law stipulates that a public entity
may not enter into or renew a contract with a company for the acquisition or disposition of supplies,
services, goods, information technology or construction unless the contract includes written
certification that the company does not currently, and agrees for the duration of the contract that it
will not, use:
•
The forced labor of ethnic Uyghurs in the People’s Republic of China;
•
Any services or goods produced by the forced labor of ethnic Uyghurs in the People’s
Republic of China; and
•
Any suppliers, contractors or sub-contractors that use the forced labor of any services or
goods produce by the forced labor of ethnic Uyghurs in the People’s Republic of China
Based on the above, the supplier certifies:
I hereby certify _________________________________ (contractor/vendor) to be in compliance
with Arizona House Bill 2488
____________________________________
__________________________
Signature Date
____________________________________
__________________________
Print Name
Title
____________________________________
Company
HometownHUB, LLC
Erin Christy
Chief Operating Officer
HometownHUB, LLC
3/17/26
1602 Village Market Blvd SE, Suite 320
Leesburg, VA20175 USA
Cage Code: 7QV38
UEI Number Y7D5MXRU2839
DUNS# 080431574
Federal Tax ID: 81-3911287
Business Size: Small Business
Date: 3/9/2026, 2:08 PM
Phone: 571 707-4130
Fax: 571-291-4119
Email: thehth@vertosoft.com
Vertosoft Contact: Leo Burns
Phone:
Email: leo.burns@vertosoft.com
Vertosoft Quote for HometownHUB, LLC - City of Tempe, AZ
Contract: Sourcewell: 060624-VTO
Quote #: Q-19934
Expires On: 4/8/2026
Ship To
Alicia Ruiz
City of Tempe, AZ
,
Quote For:
Name:
Company: City of Tempe, AZ
Email:
Phone:
PAYMENT TERMS
DELIVERY METHOD
PAYMENT METHOD
VERTOSOFT CUST ID
SUPPLIER REF
Net 30
Electronic
Check/ACH/Credit Card
Year 1
Period of Performance: 12 months from award
PART #
DESCRIPTION
QTY
UNIT PRICE
EXTENDED
MH-003
MyHUB Portal Base Features (40k meters and above)
80,000.00
$1.20
$96,000.00
Year 1 TOTAL:
$96,000.00
Implementation Fees
PART #
DESCRIPTION
QTY
UNIT PRICE
EXTENDED
MyHUBimpff
MyHUB Implementation (Fixed-Fee)
1.00
$124,516.13
$124,516.13
Implementation Fees TOTAL:
$124,516.13
TOTAL: $220,516.13
Page 1 of 3
MyHUB SaaS:
Year 1: $96,000
Year 2: $98,894.86
Year 3: $101,716.40
Year 4: $104,622.58
Year 5: $107,615.95
Other recurring fees, including notification services, language pack, and outbound campaign management, may increase
by up to 3% annually for Years 2 through 5 of this Agreement.
Annual Licensing Fee to be invoiced upon UAT Completion / Portal Soft Launch (Completion of Milestone 3 as
referenced in the Statement of Work)
Additional Tiers available for Email Notifications
SMS/MMS Overages:
SMS - After monthly amount is reached, usage is billed at $0.03 per message to be invoiced monthly
MMS - $0.05 per message; not included in the monthly amount. Additional#fees may apply for certain media types, file
sizes, carrier surcharges, or other pass-through costs incurred by Provider.
Implementation Fees:
Implementation fees shall be invoiced in accordance with the milestone-based payment schedule set forth below.
Each milestone shall be deemed achieved upon HTH’s written confirmation of completion of the applicable phase
deliverables. Upon achievement of a milestone, HTH shall issue an invoice for the corresponding percentage of the fixed
implementation fee.
Milestone 1: Completion of Phase 2 - Experience Mapping - 20% - $24,960
Milestone 2: Completion of Phase 3 - Extension Configuration - 20% - $24,960
Milestone 3: Completion of Phase 4 - Integrated Validation & Pre-Launch Readiness - 30% - $37,440
Milestone 4: Completion of Phase 6 - Portal Go-live Alignment & Full Activation - 30% - $37,440
Customer Responsibilities:
- Provide Marketing and Web Master support to assist with branding and updating the City website.
- Providing timely access to business and technical subject matter experts (SMEs) and empowered decision-makers
- Reviewing, validating, and approving MyHUB™ deliverables in accordance with the project schedule
- Managing and coordinating all third-party vendors, including CCS system integrators and other external providers
- Executing customer communications, outreach, and portal adoption activities
- Performing User Acceptance Testing, validating test results, and providing formal sign-off required for production
deployment
Page 2 of 3
Quote Terms
Taxes: Sales tax shall be added at the time of an invoice, unless a copy of a valid tax exemption or resale certificate is
provided.
Credit Card Orders: Additional fees may apply if paying by credit card.
All Purchase Orders must include: End User Name, Phone Number, Email Address, Purchase Order Number, Government
Contract Number or Our Quote Number, Bill-To and Ship-To Address (Cannot ship to a PO Box), Period of Performance
(if applicable), and a Signature of a duly Authorized Representative.
Page 3 of 3
[1]
CITY OF TEMPE - STATEMENT OF WORK
HOMETOWNHUB | JANUARY 22, 2026
ERIN CHRISTY | CHIEF OPERATING OFFICER
HometownHUB, LLC (HtH)
Erin.christy@thehth.com
[2]
STATEMENT OF WORK
MyHUB™ Customer Portal Implementation for the City of Tempe, Arizona
1. GENERAL INFORMATION
Customer: City of Tempe, Arizona (“City”)
Vendor: HometownHUB, LLC (“HTH Partners” or “HTH”)
Project: MyHUB™ Customer Portal Implementation
Effective Date: TBD
Contract Vehicle: Sourcewell/ Vertosoft Cooperative Contract
Term: From project commencement through completion of stabilization
This Statement of Work (“SOW”) is entered into pursuant to the applicable Master Services
Agreement and governs the implementation of the MyHUB™ customer portal solution for the City of
Tempe.
HTH shall provide implementation services for the installation of MyHUB™. HTH shall provide a
complete and functioning solution that meets the requirements described in this SOW.
HTH has reviewed the project schedule, its planned resources levels, and the planned resource
levels of the City, and has confirmed adequate time and resources have been accounted for in this
SOW to deliver the scope described in it.
HTH will be responsible for implementing the MyHUB™ solution and providing project post go-live
support.
HTH will provide the services and own the deliverables that HTH is accountable for in this SOW.
HTH will be responsible for ensuring that appropriate actions are taken to avoid material impacts to
the Project Schedule, staffing and costs.
[3]
2. PROJECT OBJECTIVES
The City has embarked on an Oracle Utilities Customer Cloud Service (“CCS”) transformation and
seeks to provide customers with a modern, secure, and intuitive digital experience that directly
leverages CCS data, workflows, and service transactions to expose authorized customer-facing
functionality.
MyHUB™ is a cloud-native customer portal purpose-built for Oracle CCS, to:
•
Extend CCS functionality directly to customers and staff
•
Enable billing, payments, usage, notifications, and service requests
•
Minimize integration complexity and testing duplication
•
Align tightly with the City’s CCS delivery and go-live schedule
•
Reduce long-term operational and maintenance risk
MyHUB™ is delivered as a native extension of Oracle Utilities Customer Care and Billing (CCS) and
is not a standalone portal. It operates directly on CCS data and business processes, extending
CCS functionality, data visibility, and service capabilities to customers through a unified customer
interface. All customer interactions initiated through the Solution are executed within, and
governed by, CCS system logic and controls.
3. PROJECT SCOPE
HTH shall provide all services necessary to configure, integrate, validate, and activate MyHUB™
using standard product capabilities as defined in the Portal Capabilities Matrix using HTH’s MyHUB
Extend™ implementation methodology. See Appendix A for Portal Capabilities Matrix.
In-scope services include:
•
Project management and governance
•
Experience mapping and UX design
•
MyHUB™ configuration (no custom development)
•
Oracle CCS-native integration
•
Third-party system integrations (as defined below)
•
Coordinated testing and User Acceptance Testing (UAT) support
•
Soft launch and operational adoption
•
CCS go-live alignment and full activation
•
Hypercare and Stabilization
The final version of the Portal Capabilities Matrix in conjunction with this SOW will be used as the
basis to guide the design, configuration, development, testing, and training activities for the
MyHUB™ solution. Please refer to the attachment section of this document for a copy of the final
Functional Matrix.
[4]
All items in the final Portal Capabilities Matrix that are marked as “Yes” will be within the scope of
this project and included in the Statement of Work (SOW).
All items in the Portal Capabilities Matrix are within the scope of this project based on the fixed
price of this SOW. HTH will ensure the System provides all the capabilities described in the Portal
Capabilities Matrix in a smooth and streamlined manner. If additional time is needed to complete
any additional development by HTH, the costs associated with that time extension is at the
expense of HTH.
In-Scope Integrations
System
Vendor
Integration
Customer Information System
(CIS)
Oracle Utilities Customer Cloud
Service (CCS)
MyHUB™ Adapter Kit
Payment Processer
Paymentus
Single Sign-On
Bill Print Vendor
Sebis (SPC)
MyHUB™ Adapter Kit
Usage Insight Portal
WaterSmart
Single Sign-On
Additional Clarifications
MyHUB™ will be implemented as the new CCS-native Customer Portal for the City. Changes
impacting customer portal users/customers must be minimized. Specific details will be further
defined and scoped during the project implementation process and workshops. See Section 5 on
timeline regarding cut-over date, soft launch and formal go-live for Customer Portal.
It is intended to utilize Single Sign-On Integration with current City vendors: WaterSmart and
Paymentus. This integration design is intended to minimize customer impact, while providing
additional value with the new CCS system.
Out-Of-Scope Services
•
Custom MyHUB™ development
•
Custom Oracle CCS code
•
Third-party system development
•
Data migration or cleansing
•
Long-term managed services
4. IMPLEMENTATION METHODOLOGY – MyHUB Extend™
HTH will deliver MyHUB™ using the MyHUB Extend™ Methodology, consisting of seven structured
phases. Each phase includes defined activities, deliverables, and exit criteria.
[5]
PHASE 1 – MYHUB™ FOUNDATION
Objective: Establish governance, alignment, and delivery readiness aligned to the City’s Oracle
CCS program.
The MyHUB™ Foundation phase establishes the organizational, operational, and delivery
foundation required for a successful portal implementation. This phase focuses on aligning
stakeholders, mobilizing the project team, and confirming how MyHUB™ will be delivered in
coordination with the City’s Oracle CCS program. By investing early in planning, governance, and
core team alignment, we ensure the project starts with clarity, momentum, and a shared
understanding of success.
Key Activities
•
Project mobilization and stakeholder alignment
•
Project kickoff and delivery roadmap confirmation
•
Governance, escalation, and reporting cadence
•
Change management and adoption planning
•
Core team MyHUB™ orientation
•
UAT strategy aligned to CCS testing cycles
•
Training strategy definition
•
Integration planning and sequencing
•
Portal transition and rollout framework
Deliverables
•
Product Delivery Plan and Roadmap
•
Project Charter, Governance Model, and RACI
•
Integrated Project Schedule
•
Change Management Framework
•
UAT Strategy
•
Training Strategy
•
Integration Plan
Exit Criteria
•
Delivery approach approved
•
Governance and cadence confirmed
•
Integration sequencing approved
PHASE 2 – EXPERIENCE MAPPING
Objective: Translate City requirements into validated customer, staff, and partner journeys.
The Experience Mapping phase translates the City’s business objectives and requirements into a
[6]
clear, validated experience that MyHUB™ will deliver. In this phase, we work collaboratively with
City stakeholders to map end-to-end journeys for citizens, staff, and third-party users, ensuring the
portal experience aligns with branding, operational workflows, and the City’s CCS ecosystem. The
outcome of this phase is a shared understanding of what the portal will do, how users will interact
with it, and how those experiences are configured within MyHUB™. These sessions also include
consideration of additional desired portal services so these can be documented and considered
during design to more easily accommodate them in the City’s roadmap.
Key Activities
•
Experience-mapping workshops
•
End-to-end customer and staff journey design
•
UX/UI design aligned to City branding
•
Feature-to-configuration mapping
•
Future-ready design for additional services
Deliverables
•
Experience Mapping & Requirements Validation Document
•
Customer and Staff Journey Maps
•
UX/UI Design Mockups
•
Configuration Decision Log
Exit Criteria
•
Journeys approved
•
UX/UI approved
•
Requirements fully mapped
PHASE 3 – EXTENSION CONFIGURATION
Objective: Configure MyHUB™ as a secure, CCS-native extension.
The Extension Configuration phase translates the approved experience designs and configuration
decisions into a fully configured MyHUB™ portal, implemented as a secure, CCS-native extension.
In this phase, MyHUB™ capabilities are configured to support the City’s required features,
integrations, and security model, while maintaining Oracle CCS as the system of record for utility
operations.
Key Activities
•
MyHUB™ feature configuration
•
Oracle CCS bi-directional integration using Adapter Kit
•
Payment processing integration
•
Bill print and presentment integration
[7]
•
Identity, SSO, and role-based access configuration
•
Non-production environment readiness
Deliverables
•
Configured MyHUB™ Portal (non-production)
•
Integration Configuration Documentation
•
Security & Access Configuration Summary
•
Environment Readiness Confirmation
Exit Criteria
•
Configuration completed
•
Integrations operational
•
Environments ready for testing
PHASE 4 – INTEGRATED VALIDATION & PRE-LAUNCH READINESS
Objective: Validate end-to-end workflows across MyHUB™, CCS, and third-party systems.
The Integrated Validation & Pre-Launch Readiness phase prepares MyHUB™ for early, controlled
use ahead of Oracle CCS final go live. Rather than treating validation as a single technical
checkpoint, this phase focuses on confirming that MyHUB™, Oracle CCS, and third-party
integrations operate together reliably under real-world conditions. The outcome of this phase is
confidence that the portal is stable, secure, operationally ready, and appropriate for a soft
launch that supports the City’s broader CCS transition strategy.
Key Activities
•
End-to-end scenario validation
•
Coordinated UAT execution
•
Security validation support
•
Operational readiness assessment
Deliverables
•
Integrated Test Results
•
Defect & Resolution Log
•
UAT Sign-Off Documentation
•
Security Review Artifacts
•
Pre-Launch Readiness Assessment
Exit Criteria
•
UAT accepted
[8]
•
No unresolved Level 1 or Level 2 defects
•
Soft-launch readiness confirmed
PHASE 5 – SOFT LAUNCH & OPERATIONAL ADOPTION
Objective: Introduce MyHUB™ in a controlled manner prior to CCS go-live.
The Soft Launch & Operational Adoption phase introduces MyHUB™ into real-world use ahead of
Oracle CCS final go live. During this phase, the portal is made available to City staff and selected
customer groups in a controlled manner, allowing the city to demonstrate the portal, support early
adoption, and build operational confidence while CCS transition activities continue in parallel. This
phased introduction reduces risk, supports learning, and ensures both staff and citizens are
prepared well in advance of full CCS activation.
Key Activities
•
Controlled staff and pilot customer access
•
Staff operational enablement
•
Customer education and demonstration support
•
Feedback collection and refinement
•
Performance and integration monitoring
Deliverables
•
Soft Launch Execution Plan
•
Early Adoption Metrics
•
Updated Training Materials
•
Configuration Refinement Log
Exit Criteria
•
Staff confidently supporting portal
•
Stable real-world usage
•
Approval to proceed to full activation
PHASE 6 – PORTAL GO-LIVE ALIGNMENT & FULL ACTIVATION
Objective: Transition MyHUB™ to full public availability.
The Portal Go-Live Alignment & Full Activation phase transitions MyHUB™ from controlled soft-
launch usage into full public availability in coordination with Oracle CCS. By this point, MyHUB™ is
already in use, staff are trained, and core workflows have been exercised under real conditions.
This phase focuses on scaling portal access, lifting any remaining restrictions, and aligning portal
[9]
operations with CCS production billing—ensuring a smooth, low-risk transition for the City’s
citizens and staff.
Phase 6 shall not commence, and no services associated with Phase 6 shall begin, unless and until the
City provides formal written notice authorizing initiation of Phase 6.
Deliverables
•
Full Public Portal Activation
•
Production Readiness Checklist
•
Go-Live Support Summary
PHASE 7 – Hypercare and Stabilization
Objective: Stabilize operations and transition to steady state.
The Hypercare and Stabilization phase provides the City with sustained operational support and
ongoing enhancement following full activation of MyHUB™. This phase ensures that the
portal remains stable, supported, and continuously improved as customer adoption grows and the
City’s utility services evolve.
Deliverables
•
Knowledge Transfer Artifacts
•
Continuous Improvement Backlog
5. PRELIMINARY PROJECT SCHEDULE
The Gantt chart below depicts the high-level schedule phases. The detailed project schedule to be
developed during the MyHUB™ Foundation phase of the project will utilize these names and
durations. The Project Schedule will utilize the Phases and Entry/Exit Criteria to define the
predecessors.
[10]
6. CHANGE CONTROL AND CHANGE ORDERS
Any change impacting scope, cost, schedule, assumptions, integrations, or deliverables shall be
managed through a formal Change Control Process. No Change Order shall be effective unless
mutually agreed to in writing by both parties.
Change Requests include:
•
Additional functionality not mapped during Experience Mapping
•
Custom development or non-standard MyHUB™ behavior
•
New integrations or expanded integration scope
•
Schedule or milestone changes
•
Assumption or dependency changes
HTH will agree to any Change Order requested by the client, provided the parties are able to agree
upon any changed terms, additional fees and modification to the Project Schedule that would
result from the Change Order.
If both all parties agree to the change, all relevant terms shall be documented in the Change Order.
Any charges not already specified in the Statement of Work or which are different than those in this
Statement of Work will be noted in the Change Order. Any additional services performed by HTH as
a result of a Change Order will require the payment to HTH of additional fees as agreed.
If agreement on a requested Change Order does not occur by the end of the Change Order Review
Period, either party may initiate the conflict resolution process set forth in this Statement of Work
regarding the requested Change Order, unless the change solely regards a Deliverable that was
completed and accepted before the request for the Change Order was made.
Any Deliverables that have already been completed and accepted by the client that are
subsequently altered as a result of a Change Order must be appropriately revised, pursuant to the
Change Order, with the change number and date noted. An updated version of such a Deliverable
will then be signed and stored with the project documentation.
Change Order Process
1. Change identified by either party
2. HTH provides non-billable Order-of-Magnitude (OOM) estimate
3. Joint review and decision
4. Written Change Order approval required prior to execution
If a conflict occurs and the Client and Vendor cannot resolve an issue within 10 business days, the
Conflict Escalation Process can be initiated through the escalation matrix shown below.
[11]
Vendor Escalation Matrix
Level Name
Designation
Contact Details
1
Erin Christy
Executive Sponsor
Erin.Christy@thehth.com
2
Grace Martin
Director of Solutions Grace.Martin@thehth.com
Client Escalation Matrix
Level Name
Designation
Contact Details
1
Laura Calder
Project Sponsor
laura_calder@tempe.gov
2
Josh Weinstein
Project Manager
Josh_Weinstein@tempe.gov
Labor Cost for Additional Services
Role
Cost
Project Manager
$150/Hour
Portal Configuration & UX Lead
$150/Hour
CCS Architect
$150/Hour
UX/UI Developers
$95/Hour
Testing Lead & QA
$95/Hour
Testers
$95/Hour
Legal & Compliance Support (As Needed)
$95/Hour
7. TRAINING AND KNOWLEDGE TRANSFER
HTH shall provide project-specific product training as part of the implementation services under
this Statement of Work. A detailed Training Plan shall be developed collaboratively during Phase 1
(MyHUB™ Foundation) and finalized prior to execution.
Training delivery shall occur during Phase 5 (Soft Launch & Operational Adoption) and shall be
designed to support both system adoption and operational readiness.
The training approach will include:
[12]
Super User Training (2 Hours):
HTH shall conduct in-depth training sessions for up to two (2) designated Super Users
identified by the Client. These sessions will provide detailed instruction on both the customer-
facing portal and the administrative portal, enabling Super Users to develop a strong working
knowledge of system functionality, workflows, and common use cases.
Broader Team Overview Training (2 Hours):
HTH shall conduct a single overview training session for the broader administrative and
operational user group. This session will provide a high-level walkthrough of the customer
portal and admin portal, key workflows, and day-to-day operational scenarios. Following this
session, authorized users will be granted access to the administrative portal for hands-on
testing and familiarization.
Follow-Up Working Session (1 Hour):
After initial system access and testing, HTH shall facilitate a follow-up working session focused
on real-world use cases, questions, and scenarios identified by the Client team. The objective
of this session is to reinforce learning, address practical operational questions, and ensure
Super Users are equipped to support and assist the broader team.
Training Deliverables:
•
Project-specific Training Manuals covering core workflows for the customer-facing portal
and administrative portal
•
Recorded training sessions from the live training events, made available to the Client for
internal reference and onboarding purposes
8. ASSUMPTIONS AND DEPENDENCIES
This Statement of Work is based on the following assumptions and dependencies. These items are
critical to maintaining the agreed project schedule, scope, and pricing.
Oracle CCS as System of Record
Oracle Customer Care and Billing (CCS) will serve as the authoritative system of record for
customer, account, billing, usage, and service-related data. MyHUB™ will rely on CCS data and
configurations as provided and will not replace or override CCS business logic.
Standard MyHUB™ Configuration
MyHUB™ will be configured using standard, out-of-the-box product capabilities and supported
integration patterns. Any requirements that extend beyond standard configuration, including
custom workflows, data transformations, or non-standard CCS behavior, may require additional
effort and approval via Change Order.
Third-Party System Availability
All required third-party systems (including CCS environments, payment processors, notification
providers, and other integrated platforms) will be available, accessible, and stable in accordance
[13]
with the agreed project schedule. HTH is not responsible for delays or defects originating from
third-party systems outside its control.
City Subject Matter Expert (SME) Participation
The City will provide timely access to knowledgeable business and technical subject matter
experts to support requirements validation, design decisions, testing, and approvals. Delays in
SME availability may impact project milestones.
User Acceptance Testing (UAT)
The City will participate in User Acceptance Testing in accordance with the agreed UAT plan and
timelines. Timely feedback, defect validation, and formal sign-off are required to maintain the
project schedule and proceed to production deployment.
Delays or impacts resulting from unmet assumptions or dependencies may require adjustments to the
project schedule and, where applicable, may be addressed through a mutually agreed Change Order in
accordance with the Agreement.
9. ROLES AND RESPONSIBILITIES
HTH shall be responsible for the following activities in support of the MyHUB™ Customer Portal
implementation:
•
Overall project delivery and coordination related to MyHUB™
•
Configuration of the MyHUB™ Customer Portal using standard product capabilities
•
Enablement of integration between MyHUB™ and Oracle Customer Care and Billing (CCS)
through HTH’s proprietary Adapter Kit
•
Portal-related documentation, testing support, and administrator training
•
Support for User Acceptance Testing (UAT) and production go-live activities related to the
portal
•
Post go-live stabilization support in accordance with the Agreement
The City shall be responsible for the following:
•
Provide Marketing and Web Master support to assist with branding and updating the City
website.
•
Providing timely access to business and technical subject matter experts (SMEs) and
empowered decision-makers
•
Reviewing, validating, and approving MyHUB™ deliverables in accordance with the project
schedule
•
Managing and coordinating all third-party vendors, including CCS system integrators and
other external providers
•
Executing customer communications, outreach, and portal adoption activities
•
Performing User Acceptance Testing, validating test results, and providing formal sign-off
required for production deployment
[14]
10. ACCEPTANCE CRITERIA
All Deliverables shall bear the name of HTH and shall be properly identified as such and submitted
by HTH. HTH and the City shall determine the acceptability of all Deliverables.
HTH is solely responsible for the professional quality, technical accuracy, timely completion and
coordination of all the products and/or services furnished under this Contract. HTH shall, without
additional considerations, correct or revise any errors, omissions or other deficiencies not meeting
the applicable standard of care, or the requirements of this Agreement, in their services and/or
products.
Deliverables shall be deemed accepted when all of the following conditions are met:
•
Applicable phase exit criteria have been satisfied
•
Deliverables have been reviewed and approved in writing by the City
•
No unresolved Level 1 (Critical) or Level 2 (High) defects remain open
City of Tempe Project Impact Statement
MyHUB Portal Implementation in Relation to Oracle CCS
Executive Overview
Purpose & Context
This Project Impact Statement
formally documents the anticipated
effects of implementing the MyHUB
customer portal alongside the City of
Tempe's Oracle Customer Cloud
Service (CCS) project.
Our analysis confirms a limited and
controlled impact across all critical
project dimensions.
The MyHUB portal represents a
strategic customer engagement
enhancement that operates in parallel
with the Oracle CCS implementation.
Through careful planning and
coordination during recent alignment
meetings, we have established an
implementation approach that
preserves project integrity while
delivering enhanced customer service
capabilities.
This statement provides stakeholders
and IT decision-makers with a
comprehensive assessment of how
MyHUB integration affects scope,
timeline, and resource allocation. The
findings confirm that our dual-track
approach maintains all existing CCS
commitments while positioning the City
for improved citizen engagement.
The portal leverages existing CCS
infrastructure through API
consumption, ensuring seamless
integration without requiring
modifications to approved project
parameters.
Comprehensive Impact Analysis
1
Scope Impact
The MyHUB portal introduces no changes to the approved Oracle CCS
project scope. No additional CCS configuration, customization,
integrations, or business process modifications are required.
MyHUB consumes existing CCS APIs without modification
Portal mirrors CCS-defined business workflows
All portal configuration managed by Hometown Hub
2
Timeline Impact
MyHUB implementation operates on a parallel track that does not affect
CCS project milestones, critical path activities, or scheduled go-live dates.
Portal activities align with CCS testing phases
Flexible go-live timing at City's discretion
No dependencies on CCS critical path
Coincide with or follow CCS deployment
3
Resource Impact
City of Tempe resource involvement remains minimal and highly
controlled, with no additional CCS functional, technical, or vendor
resources required.
Branding and website routing coordination only
Limited customer experience validation scenarios
All delivery handled by Hometown Hub
Operational responsibilities externally managed
Testing & Validation Framework
CCS User Acceptance Testing
The Oracle CCS User Acceptance
Testing process proceeds
completely unchanged from the
approved testing plan. All
established UAT protocols, test
cases, and acceptance criteria
remain in full effect without
modification or expansion.
Testing teams will continue to focus
on validating core CCS functionality,
business process automation, and
system integration points exactly as
originally planned. No additional test
scenarios, environments, or cycles
are required for the CCS
implementation.
Portal Validation Activities
MyHUB portal validation represents
a minimal incremental effort focused
exclusively on customer experience
scenarios. These validation activities
mirror existing CCS workflows to
ensure consistency across all citizen
touchpoints.
Hometown Hub manages all portal-
specific testing infrastructure and
coordinates closely with City staff to
conduct targeted validation sessions. The
scope of City involvement is limited to
providing feedback on user experience
elements and confirming alignment with
established service standards.
This parallel validation approach ensures
comprehensive quality assurance while
maintaining clear separation between
CCS core testing and portal experience
validation.
Combined
Confirmation
Portal
Validation
CCS UAT
Impact Summary & Recommendation
0%
Scope Expansion
No modification to approved
CCS project scope
0%
Timeline Delay
No impact to CCS milestones or
go-live dates
5%
Resource Allocation
Minimal City staff involvement
for coordination only
Based on comprehensive analysis and the agreed implementation approach
established during recent alignment meetings, the MyHUB portal can be
successfully deployed alongside the Oracle CCS project with no material impact to
the approved project plan. The parallel implementation strategy preserves all
existing CCS commitments while delivering enhanced customer engagement
capabilities.
The portal's design as a consumer of existing CCS APIs, combined with Hometown
Hub's full responsibility for configuration and operations, creates a clean
separation of concerns. City resources remain focused on core CCS
implementation activities, with only minimal coordination required for branding
consistency and experience validation.
This controlled approach positions the City of Tempe to achieve both strategic
objectives—successful Oracle CCS deployment and enhanced citizen self-service
capabilities—without compromising either initiative. The risk profile remains
unchanged, and project governance structures continue to provide appropriate
oversight for both efforts.
MyHUB Portal – Project Impact
Clarification
This presentation documents the project impact assessment for implementing the
MyHUB customer portal alongside the Oracle CCS program at the City of Tempe. We
outline the key assumptions that support our "no material impact" determination, clarify
testing requirements and timing, identify City resources needed, and define conditions
that could introduce additional project scope.
Our analysis demonstrates that MyHUB can be deployed within the existing CCS
implementation timeline without disrupting approved project plans, provided core
assumptions remain valid.
CORE ASSUMPTIONS
Assumptions Supporting "No Material Impact"
The following foundational assumptions drive our determination that MyHUB will have limited impact on the CCS implementation. These conditions
must remain true to maintain the minimal project footprint.
1
No CCS Scope Expansion
MyHUB consumes only existing CCS APIs that are already part of the
approved implementation. No new CCS modules, workflows, or data
model changes are required to support the portal.
Portal leverages standard CCS API endpoints
No additional CCS integrations introduced
No custom development within CCS needed
2
No CCS Configuration Changes
The portal mirrors business processes already approved in the CCS
functional design. Portal workflows align directly with existing CCS
configurations.
Portal uses approved CCS business logic
No modifications to CCS functional design
Configuration remains as planned
3
UAT Within Existing Timeline
All portal validation occurs during the established CCS UAT window
using approved protocols, test cases, and acceptance criteria.
No separate UAT cycle required
Portal testing integrated with CCS UAT
Standard test procedures apply
4
Standard Branding Only
Website updates are limited to direct portal link placement and basic
branding alignment. No full website redesign or major content
restructuring is in scope.
Simple link integration on tempe.gov
Basic visual branding applied
Minimal web infrastructure changes
If these four assumptions remain true throughout implementation, the project impact will remain minimal and manageable within existing
resources and timelines.
Testing & Resource Impact
Testing Impact
MyHUB introduces incremental validation scenarios that leverage
existing CCS test infrastructure. These validation activities are designed
to fit within the current UAT schedule without extending the testing
calendar.
Portal Validation Scenarios
Start Service requests and confirmations
Stop Service transactions and notifications
View Bill functionality and data accuracy
View Usage reports and historical data
Profile Updates (if customer self-service is enabled)
Key Testing Advantages: All scenarios reuse existing CCS test data,
mirror approved CCS transactions, and follow current acceptance
criteria. No new test data creation or separate testing environments
required.
Testing timeline impact would occur only if new CCS functionality is
introduced, custom portal workflows are requested, or significant
defect cycles require additional retesting.
City of Tempe Resource Impact
Limited participation is expected from several City departments, with
no additional CCS configuration, development, or infrastructure
resources required.
Marketing / Communications
Branding review and customer communication planning to ensure
consistent messaging
Web Administrator
URL routing configuration (e.g., tempe.gov/myhub) and portal link
placement on city website
Business SMEs
Validation of customer-facing workflows during UAT to ensure
accuracy and usability
IT / Security
Standard coordination for SaaS security review and DNS configuration
only
Conditions That Would Create Impact
While MyHUB is designed for seamless integration with minimal project disruption, certain changes to scope or requirements would alter our impact
assessment. The following conditions would trigger a reassessment and potentially introduce material project impact.
CCS Configuration Changes
If CCS configuration modifications become
necessary to support portal features or
enable specific customer workflows
New CCS Modules
If additional CCS modules are added to the
implementation scope to support expanded
portal functionality
Custom Portal Development
If custom functionality beyond standard
portal configuration is requested or
required by stakeholders
Phased Implementation
If a separate phased rollout is required that extends beyond the
approved CCS implementation timeline
Website Redesign
If a full website redesign or expanded communications scope is
introduced as part of the portal launch
Summary: Controlled Implementation Path
Absent the triggering conditions outlined in the previous section, MyHUB maintains a minimal and controlled project footprint. Our assessment
demonstrates that the portal can be implemented alongside Oracle CCS without disruption to the approved project plan.
0
Scope Impact
No expansion of CCS implementation scope
required for standard portal deployment
0
Timeline Extensions
No extension to the approved CCS
implementation schedule anticipated
5
Test Scenarios
Incremental validation only, integrated within
existing UAT window and protocols
MyHUB can be successfully deployed within the existing Oracle CCS implementation framework, provided our core assumptions remain valid and
no scope-expanding conditions are introduced.
This controlled approach ensures the City of Tempe can deliver enhanced customer self-service capabilities through MyHUB while maintaining
project predictability, timeline integrity, and resource efficiency.