Agreement

City Clerk Document No.  
 
 
 
 
 
City Council Meeting Date: November 7, 2024 
 
 
 
CITY OF CHANDLER SOFTWARE AS A SERVICE AGREEMENT 
UTILITY SERVICES CUSTOMER PORTAL  
CITY OF CHANDLER AGREEMENT NO. PW4-920-4773 
 
THIS AGREEMENT (Agreement) is made and entered into by and between the City of Chandler, an Arizona 
municipal corporation (City), and i3-Milestone, LLC, a subsidiary of i3 Verticals, LLC, a Delaware corporation 
(Contractor), (City and Contractor may individually be referred to as Party and collectively referred to as 
Parties) and made  
 
 
 
 , 2024 (Effective Date). 
 
RECITALS 
 
A. City proposes to enter an agreement for the utility services customer portal as more fully described in 
Exhibit A, which is attached to and made a part of this Agreement by this reference.  
 
B. Contractor is ready, willing, and able to provide the services described in Exhibit A for the compensation 
and fees set forth therein. 
 
C. City desires to contract with the Contractor to provide these services under the terms and conditions set 
forth in this Agreement. 
 
AGREEMENT 
 
NOW, THEREFORE, in consideration of the mutual agreements below, and intending to be legally bound, 
the Parties agree: 
 
1.0 DEFINITIONS. 
 
The following definitions apply to this Agreement. 
 
A.R.S. means Arizona Revised Statutes, as amended.  
 
Access Information means any information relating to City, its Resellers and/or End Users' use of the 
Services, including without limitation, (a) navigational information, including usage of hyperlinks within or 
available through the Services; (b) transactional or processing information, including billing information 
and method of payment; and/or (c) Internet or I/P addresses, demographic information (like age, 
profession, or gender), domain names, computer type, browser types, and other anonymous statistical 
data arising from such use of the Services and access to the Facilities. 
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Agreement means this legal agreement executed between the City and the Contractor  
 
Affiliate means with respect to any person or entity, any other person or entity that directly or indirectly 
controls, is controlled by, or is under common control with the specified person or entity, and for the 
purposes of this definition “control” of an entity means the ownership of 50% of the outstanding shares or 
other equity interests in such entity, or the right to elect or appoint a majority of the board of directors or 
governing body of such entity. 
 
Base Programs means each version of a computer program used by Contractor to perform the Services, 
including the object code and source code, and all Upgrades, Documentation, workarounds, error-
corrections, patches, and bug fixes. 
 
City means the City of Chandler, Arizona and its duly authorized agents, employees, officials,  and 
representatives. 
 
City Confidential Information means: (a) all information related to the business of City and any of its City’s 
and other third parties, to which Contractor has access, whether in oral, written, graphic or machine-
readable form, in the course of or in connection with this Agreement; (b) all notes, analyses and studies 
prepared by Contractor or any of its Representatives, during the term of this Agreement or anytime 
thereafter, incorporating any of the information described in this Section 3; (c) the Access Information; and 
(d) the City Data. 
 
City Data means all Confidential Information, all personal data and any other information relating to the 
employees, City or customers of City, or End Users or relating to the businesses of City or its Affiliates, 
including third party information, operations, facilities, products, services and markets, all as and to the 
extent provided to or obtained by Contractor or its Representatives from City, Resellers, or End Users, or 
derived from any of the foregoing. Usage data of End Users who are customers of City shall be considered 
City Data. City Data includes any such information in any form (tangible or electronic), regardless of the 
form or method by which such information is created, stored, maintained or communicated, and includes 
all data maintained by Contractor for City. Unless otherwise indicated, City Data includes all Access 
Information. 
 
Contractor means the person or business organization named in the Agreement. 
 
 Crisis means an extraordinary event affecting Contractor that requires emergency response measures to 
be taken, including any event that may result in the Services, Software or Facilities becoming unavailable 
for a significant amount of time. 
 
Confidential Information means City Confidential Information and/or Contractor Confidential Information, 
as the context may require. 
 
Custom Software means the modifications and enhancements to the Software Programs and new 
computer programs, including application program interfaces, developed from time to time by Contractor 
for the exclusive use of City. 
 
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Days means calendar days. 
 
Documentation means the user, operations and training manuals, marketing materials, proposals, and 
responses to requests for information or proposals pertaining to the Services or the Software Programs, 
as well as any specifications reviewed by City, concerning the relevant Software licensed hereunder. 
 
End User means any person or entity that receives and uses the Services. 
 
Error means any error in the code of any Software Programs which prevents such Software Programs from 
operating in accordance with the relevant Documentation. 
 
Exit Plan means the plan set forth in Exhibit F hereto. 
 
Facilities means the hardware, application software, operating system software, firmware, networks, 
communication devices and lines and all other equipment, software, devices and related materials 
provided by or used by Contractor to host the Software Programs and provide the Services. Unless 
otherwise indicated, the Facilities shall be construed to include the Software Programs. 
 
Implementation Date means the implementation date set forth in an applicable Schedule for the respective 
Services. 
 
Intellectual Property Rights means all: (a) patents, patent applications, patent disclosures and inventions 
(whether patentable or not), (b) copyrights and copyrightable works (including computer programs) and 
registrations and applications therefor, (c) semiconductor chip “mask” works, and registrations and 
applications for registration thereof, (d) trade secrets, know-how and other confidential information, (e) 
unregistered and registered design rights and any applications for registration thereof, (f) database rights, 
and (g) all other forms of intellectual property, including waivable or assignable rights of publicity or moral 
rights, and any right to bring suit or collect damages for the infringement, misappropriation or violation of 
the foregoing, anywhere in the world. For purposes of the IP License, the Intellectual Property Rights shall 
be construed to include all Intellectual Property Rights of Contractor and its Affiliates existing on the date 
of grant of the IP License, plus all Intellectual Property Rights of Contractor and its Affiliates subsequently 
developed or acquired by Contractor or its Affiliates through the time of the occurrence of an Interruption. 
 
Interruption means any material, or continuing, or repeated suspension or interruption in the supply of 
the Services by or on behalf of Contractor to City, the Resellers, or End Users, or any other material, or 
continuing, or repeated failure of Contractor to meet its obligations under this Agreement in regard to the 
Services, whether resulting from breach, termination, partial or complete cessation of business, disruption 
of business, bankruptcy or other insolvency proceedings, or otherwise, or termination of this Agreement. 
 
Licensed Materials means all engineering, testing and design documentation, schematics, source code, and 
other materials necessary for City or its Representatives to exercise the IP License. 
 
May or Should means something that is not mandatory but is permissible. 
 
  On Premises Equipment means Facilities provided by Contractor to City, Resellers, or End Users of the 
Services for receiving, managing, maintaining or using the Services. 
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Contractor Confidential Information means Contractor nonpublic financial information. 
 
Reseller(s) means one or more independent sales or support companies engaged to sell, support or 
implement the Services to End Users. 
 
Representatives means each party's officers, directors, employees, consultants, attorneys, accountants, 
agents and independent subcontractors (and their employees) and other representatives. 
 
Shall, Will, or Must means a mandatory requirement. 
 
Software Programs means the Base Programs and Custom Programs, including any Upgrades. 
 
Upgrades has the meaning stated in Exhibit A. 
 
2.0 SERVICES 
 
2.1 Services under Schedules. Contractor will perform and deliver Services described in this Agreement 
and any Schedules hereto, in accordance with the milestones, delivery dates, specifications and 
requirements as set forth herein. 
 
2.2 Grant of License; Ownership. Contractor hereby grants City a nonexclusive, worldwide license to 
install (as necessary), access and use the Software Programs in order to receive, manage, maintain and use 
the Services for and on behalf of End Users (the “IP License”).  Contractor has, and shall maintain, full and 
complete right, title and interest in and to the Software Programs and all Intellectual Property Rights 
therein, and City’s right to use such Software Programs is specifically set forth in this Agreement. 
 
2.3 Reports. On a quarterly basis or more frequently as may be specified in a Schedule, Contractor will 
provide to City a written report summarizing Contractor's performance of the Services with respect to all 
metrics and categories of description set forth in an applicable Schedule, and any other information 
reasonably requested by City. 
 
2.4 Services Audit. City may on 30 days' notice conduct audits and reviews of the Facilities on Contractor's 
premises with respect to the Services. 
 
2.5 Activation and Installation. Unless otherwise stated in the applicable Schedule, construction, 
maintenance and operation of the Facilities, and activation and performance of the Services are and shall 
be the responsibility of Contractor. 
 
2.6 City Data. Notwithstanding any other provision in this Agreement or Schedules, Contractor shall make 
all City Data (complete and unaltered) available at any time to City, in an industry standard format 
reasonably requested by City, at no additional charge. As between the parties, City Data shall be and remain 
the property of City. Contractor shall use the City Data solely to perform Contractor's obligations under 
this Agreement. Except as expressly permitted in this Agreement, Contractor shall not sell, assign, lease, 
disseminate, or otherwise dispose of the City Data or any part thereof to any other person, nor shall 
Contractor commercially exploit any part of the City Data. Contractor shall not possess or assert any 
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property interest in or any lien or other right against or to any City Data. 
 
2.7 City Affiliates. City's rights under this Agreement may be exercised by and for the benefit of City and, 
as applicable, End Users, and their respective Affiliates. For this purpose, “Affiliates” may include any person 
or organization that is party to any Business Collaboration with City or its other Affiliates. “Business 
Collaboration” means any strategic alliance, partnership, joint venture, broker-dealer, sales representative, 
investment advisor, or other marketing or business arrangement between City or its other Affiliates and 
any such person or organization through which City or such Affiliates derive revenue or profit or conduct 
business involving financial services. 
 
2.8 Offshore.  To address security and identification protection concerns, Contractor shall ensure that City 
Data under its control remains within the United States; provided, that, Contractor may perform Services 
(including development work) outside the United States, so long as the City Data remains within the United 
States.  In no event, however, shall Contractor perform customer support from outside the United States. 
 
 
2.9 Compliance with WCAG Version 2.1 Level AA. Contractor represents and warrants that the software 
provided hereunder is in compliance with the Web Content Accessibility Guidelines (WCAG) Version 2.1, 
Level AA. 
 
3. BACKUP IP LICENSE 
 
3.1 Sufficiency of Intellectual Property; Further Assurances. Contractor represents and warrants that 
the IP License and the Intellectual Property Rights licensed to City thereunder are and will be sufficient for 
City or its Representatives to manage, maintain, perform and deliver the Services for present and future 
End Users, to produce, copy, install, operate, manage, maintain, and improve the Services or the Software 
Programs and Facilities of City's own choosing in order to do so, without infringement of Intellectual 
Property Rights owned or held by others. Promptly upon the reasonable request by City, Contractor shall, 
at its expense, sign and deliver such further agreements, certificates and other documents and give City 
such other assistance as City may reasonably require to evidence more fully and give full and proper effect 
to the IP License. To the extent that Contractor or its Affiliates' Intellectual Property Rights include any U.S. 
patents or copyrights that are owned by third-party licensors, Contractor will at City's request, provide City 
with written confirmation from such third-party owner that such owner will give effect to the terms of 
Section 3.1 without any further condition, payment or other obligation. The IP License and the terms of 
Section 3.1 shall not be impaired or diminished by the occurrence or continuance of any breach of this or 
any other agreement between the Parties, any lack of capacity or authority, any reorganization, liquidation, 
dissolution, merger, or consolidation of either Party, or any other change of circumstances of either Party. 
 
4. NON-DISCLOSURE  
 
4.1 Restrictions. Each party, as recipient of the other party's Confidential Information, will receive, hold 
and protect in confidence the Confidential Information of the other party. The receiving party may disclose 
the Confidential Information of the disclosing party to its Representatives who have a need to know such 
Confidential Information solely in connection with this Agreement. The receiving party will cause such 
Representatives to comply with this Agreement and will assume full responsibility for any breach of this 
Agreement by any such Representatives. The receiving party will not transfer or disclose any Confidential 
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Information of the disclosing party to any third party without the disclosing party's prior written permission 
and without such third party having a contractual obligation (consistent with this Section 4 (“Non-
Disclosure”) to keep such Confidential Information confidential. The receiving party will not use any 
Confidential Information of the disclosing party for any purpose other than in connection with this 
Agreement. Notwithstanding any confidentiality restrictions set forth herein, City may disclose Contractor 
Confidential Information to third parties in connection with such third party's provision of software or 
services to City. Such disclosures will be made under an obligation of confidentiality limiting the use of such 
Confidential Information by such third parties to the provision of services to City. 
 
4.2 Exclusions. Confidential Information will not include information that: (i) is in the public domain at the 
time of disclosure; (ii) was in the possession of or demonstrably known by the receiving party prior to its 
receipt from the disclosing party without restriction on its use or disclosure; (iii) is independently developed 
by the receiving party without use of or reference to or reliance on the disclosing party's Confidential 
Information; or (iv) becomes known by the receiving party from a source other than the disclosing party 
without breach of this Agreement and is not subject to an obligation of confidentiality. Notwithstanding 
anything to the contrary, City may disclose Contractor Confidential Information as required to satisfy any 
request by any governmental or regulatory body. 
 
4.3 Legal Requirements. If the receiving party is requested or required to disclose any of the disclosing 
party's Confidential Information under a subpoena, court order, statute, law, rule, regulation or other 
similar requirement (a “Legal Requirement”), the receiving party will, to the extent not precluded by law, 
provide prompt notice of such Legal Requirement to the disclosing party so the disclosing party may seek 
an appropriate protective order or other appropriate remedy or waive compliance with the provisions of 
this Agreement. If the disclosing party is not successful in obtaining a protective order or other appropriate 
remedy and the receiving party is, in the reasonable opinion of its counsel, legally compelled to disclose 
such Confidential Information, or if the disclosing party waives compliance with the provisions of this 
Agreement in writing, the receiving party may disclose, without liability hereunder, such Confidential 
Information in accordance with, but solely to the extent necessary, in the reasonable opinion of its counsel, 
to comply with the Legal Requirement. 
 
4.4 Disposition of Confidential Information on Termination or Expiration. Upon termination or 
expiration of this Agreement or upon the disclosing party's written request and where practicable, the 
receiving party will return to the disclosing party all copies of Confidential Information already in the 
receiving party's possession or within its control. Following its return, and upon notice from the disclosing 
party, and unless otherwise required by law, the receiving party must destroy such Confidential 
Information using means to protect against unauthorized access to or use of the information, including, 
where appropriate, burning, shredding, or pulverizing such information, or by taking such other means as 
to assure that such information will not be recoverable following its disposal. In such case an officer of the 
receiving party will certify in writing to the disclosing party that all such Confidential Information has been 
so destroyed. Notwithstanding the foregoing, the receiving party may retain copies of such Confidential 
Information as required by applicable law, and, to the extent such copies are electronically stored in 
accordance with the receiving party's retention or back-up policies or procedures (including, without 
limitation, those regarding electronic communication), so long as such Confidential Information is kept 
confidential as required under this Agreement. 
 
4.5 Privacy. For all City Information collected, stored or processed by Contractor, Contractor shall: (a) 
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maintain reasonable safeguards against destruction, loss, alteration of or unauthorized access to such City 
Information; and (b) not, without City's prior approval, modify or discontinue any such safeguards without 
comparable or better replacement safeguards. Contractor acknowledges the sensitivity and confidentiality 
of personally identified information which may be contained in the City Information and the applicability 
of the Gramm-Leach-Bliley Act and/or other applicable privacy laws, regulations and guidelines (“Privacy 
Laws”). Contractor agrees to comply with all applicable legal and contractual requirements relating to the 
privacy and confidentiality of personally identified information applicable to Contractor in the performance 
of its obligations under this Agreement. 
 
5. SECURITY 
 
5.1 Security. Contractor represents and warrants that it shall at all times adhere to and comply with, in all 
material respects, the minimum security standards to ensure that there is no unauthorized access to or 
use of City information described in this Section, which security standards may be mutually amended by 
the parties from time to time (the “Security Standards”). 
 
5.2 Security Standards. Contractor will use reasonable efforts to prevent unauthorized access to 
restricted areas of its servers and any databases or other material generated from or used in conjunction 
with the Service. Contractor will respond immediately to remedy any known security incidents or breaches. 
 
(a) External Segment Security. Contractor's external connections to the Internet will have appropriate 
security measures and controls applied to its systems and will include an Intrusion Detection System (IDS) 
that will monitor all inbound and outbound communications and information. The IDS is intended to 
detect, record, alert, and terminate unauthorized activity. 
 
(b) Web Site Segment Security. All Internet accessible systems will reside behind Firewalls. The Firewalls 
will enforce secure access between all Web servers and the Internet. The Firewalls will allow only specific 
types of data to pass from the Internet to the systems on the Web Segment. An IDS device is used to scan 
all data that passes within the Web Server segment and will detect, report and terminate any unauthorized 
activity prior to it reaching the Web Servers. 
 
(c) Internal Network Segment Security. All data entering the Service's internal data network from any 
external source (Web Segment and Internet) must pass through Firewalls. The Firewalls will enforce secure 
connections between internal and external systems and will only allow specific types of data to pass 
through. Access to customer data by Contractor employees will be limited to authorized personnel only. 
All Contractor employees will follow the security policies regarding access and use of internal systems. 
 
(d) Physical Site Security. All systems containing customer or company related data will be contained in 
locked data cabinets and will reside in a secure Data Center. Only authorized personnel will have access to 
the Data Center and/or Operations area via an internal security system. The entire physical facility, internal 
and external, will be monitored 24/7/365.  
 
(e) General Data Security and Network Monitoring. All printed documents containing customer, 
confidential, financial, or sensitive information that is no longer needed will be shredded. Any printed 
material of this nature that is retained will be secured in cabinets. All data backups will be locked and secure 
both on-site and off-site as documented in the Security Policy Document and the Backup/Disaster Recovery 
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Guide. Contractor will actively monitor the IDS systems, Local Area Network/Wide Area Network, 
(LAN/WAN) equipment and all critical servers. Encryption techniques will be used for data transmissions 
where applicable. 
 
(f) Assessments. City reserves the right to conduct risk assessments, vulnerability assessments, black box 
penetration tests or hire a third party to conduct risk assessments, vulnerability assessments, and black-
box penetration tests of the Contractor’s environment. Contractor will be alerted in advance and 
arrangements made for an agreeable time. Contractor shall respond to all Critical, High, and Medium 
severity vulnerabilities discovered by providing an acceptable timeframe to resolve the issue and/or 
implement compensating control(s). 
 
(g) Audit Logging. Contractor will provide to the City system, audit, and other logs required by the City 
from the Contractor’s environment and service offering upon request.  
 
(h) StateRAMP Authorization. Contractors who will be storing, processing, and/or transmitting City data 
in external, non-City environments (Cloud), are required to attain verified StateRAMP (www.stateramp.org) 
Ready status for the cloud products the City will be utilizing in order to be considered for contract award. 
Contractors will be required to attain verified StateRAMP Authorized or City approved StateRAMP 
Provisional status, at the security category level required by the City, before receiving production City data. 
Contractor will be required to maintain StateRAMP authorization at the required category level throughout 
the contract term and partnership with the City. The City will provide StateRAMP sponsorship to Contractor 
for the purpose of this contract engagement. 
 
5.3 Updates to Security Standards. If a change or addition to the Security Standards is required by law, 
rule, regulation, order, judgment or decree, Contractor shall comply with such amended Security Standards 
as soon as possible but in no event later than the time period for compliance indicated in such law, rule, 
regulation, order, judgment or decree. If the event Contractor adopts changes to the Security Standards, 
Contractor will provide the Services in accordance with such new Security Standards; provided that if such 
new Security Standards are of a level which is less than the level of the Security Standards previously 
required by this Agreement, and if City does not agree with such new Security Standards, City may 
terminate and this Agreement upon written notice to Contractor. If City accepts such new security 
standards, such new security standards shall be deemed to be “Security Standards” for purposes of this 
Agreement. 
 
5.4 Security and Supervision. Contractor's personnel, when on City's premises or accessing City's 
networks or providing maintenance services hereunder, will comply with all of City's security, supervision, 
and other standard procedures applicable to such personnel, including, if applicable, City's Internet and 
Electronic Communications Usage Policy. 
 
5.5 Audit. City reserves the right to conduct, either itself or through a third-party independent contractor 
selected by City at City's expense, an on-site audit and review of Contractor's architecture, systems and 
procedures used in connection with the Services and the Software Programs. Such audit and review shall 
be conducted upon City's reasonable request. After conducting an audit, City shall be entitled to notify 
Contractor of the manner in which Contractor does not comply with any of the security, confidentiality or 
privacy obligations herein, if applicable. Upon such notice, Contractor shall use commercially reasonable 
efforts to make any necessary changes to ensure compliance with such obligations. If Contractor is unable 
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to remedy the defects or deficiencies causing its noncompliance with any obligation in accordance with 
Section 11.1(a) herein, City may terminate this Agreement upon written notice to Contractor. Any audits 
described in this Section shall be conducted during reasonable times and upon reasonable advance notice 
to Contractor and shall be of reasonable duration and shall not unreasonably interfere with Contractor's 
day-to-day operations. Further, City shall not conduct an audit more than twice per year unless City 
determines in its reasonable discretion that additional audits are necessary. In the event that City conducts 
an audit through a third-party independent contractor, such independent contractor shall be required to 
enter into a non-disclosure agreement containing confidentiality provisions substantially similar to those 
set forth herein to protect Contractor's proprietary information. In addition to and not in lieu of City's rights 
to conduct an audit as described in this Section, once per year during the term of this Agreement, 
Contractor will provide City with a written certification that Contractor has tested its architecture, systems 
and procedures and that it is in full compliance with the security, confidentiality and privacy obligations 
herein. Such certification shall be signed by an officer of Contractor. 
 
5.6 Information Security Incident Management. Contractor must adhere to a formally documented 
incident management process, must cooperate with City personnel in the diagnosis, investigation and 
response of any security incidents or faults that impact City Data. Contractor must notify the City within 24 
hours of suspicion, detection or confirmation of a breach or unauthorized access to City information that 
is hosted, stored, processed, or transmitted by the Contractor. Notification will be made using City provided 
email and phone as identified in the Notices section of this contract. 
 
5.7 Business Continuity and Disaster Recovery Management. Contractor must have business continuity 
and disaster recovery plans and processes in place to ensure the service for the City is adequately 
maintained in the event of any negative impact on the Contractor´s service. Contractor will regularly 
backup City data and retain such City backup data copies according to City data retention requirements or 
otherwise provide backup data to the City. Backups will be maintained offline, encrypted, and regularly 
tested for availability and integrity for disaster recovery scenarios, including ransomware. 
 
5.8 Applicable Laws and Regulations. Contractor will comply, and assist City to comply with, all applicable 
State and Federal laws and regulations including, but not limited to: 
Federal Information Security Modernization Act of 2014 (FISMA): 
https://csrc.nist.gov/topics/laws-and-regulations/laws/fisma 
• 
OMB Circular A-130: 
https://www.federalregister.gov/documents/2016/07/28/2016-17872/revision-of-omb-circular-n 
o-a-130-managing-information-as-a-strategic-resource 
• 
National Cyber Strategy of the United States of America: 
https://www.cisa.gov/executive-order-strengthening-cybersecurity-federal-networks-and-critical 
-infrastructure 
• 
Application/websites will meet WCAG (Web Content Accessibility Guidelines) Level 2.1 AA requirements 
for government accessibility. 
• 
Health Insurance Portability and Accountability Act (HIPAA) including Business Associate 
Agreement/ Health Information Technology for Economic and Clinical Health Act (HITECH): 
https://www.hhs.gov/hipaa/index.html 
• 
Tax Information Security Guidelines For Federal, State and Local Agencies: Safeguards for 
Protecting Federal Tax Returns and Return Information (IRS Publication 1075): 
https://www.irs.gov/pub/irs-pdf/p1075.pdf 
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• 
Criminal Justice Information Services Security Policy (CJIS) 
https://www.fbi.gov/services/cjis/cjis-security-policy-resource-center 
• 
Centers for Medicare & Medicaid Services (CMS), Minimum Acceptable Risk Standards for 
Exchanges (MARS-E) 
https://www.cms.gov/CCIIO/Resources/Regulations-and-Guidance/Downloads/2-MARS-E-v2-0- 
Minimum-Acceptable-Risk-Standards-for-Exchanges-11102015.pdf 
• 
A.R.S. 18-551 - Definitions Information Security Including PII: 
https://www.azleg.gov/ars/18/00551.htm 
• 
A.R.S. 18-552 - Notification of security system breaches; requirements; enforcement; civil 
penalty; preemption; exceptions: https://www.azleg.gov/ars/18/00552.htm 
• 
State of Arizona statewide policies, standards and procedures: 
https://aset.az.gov/resources/policies-standards-and-procedures 
• 
SIPC Memorandum of Understanding (MOU): https://www.sipc.org/about-sipc/ 
• 
State Environmental policies: https://azdeq.gov/LawsAndRules 
• 
Family Education Rights Privacy Act (FERPA): 
https://www2.ed.gov/policy/gen/guid/fpco/ferpa/students.html 
• 
Driver’s Privacy Protection Act (DPPA): 
https://azdot.gov/motor-vehicles/driver-services/driver-license-information/motor-vehicle-recor 
ds 
• 
State of Arizona Library, Archives and Public Records, Records Management Division, General 
Retention Schedules https://azlibrary.gov/arm/policies 
• 
Payment Card Industry (PCI) Security Standards including but not limited to Supplemental 
Documents, Information Supplements and Validation Requirements: 
https://www.pcisecuritystandards.org/ 
 
6. FEES AND OTHER PAYMENTS 
 
6.1 Fees. Notwithstanding anything to the contrary in any Schedule, no Fees will be due or owed, with 
respect to any Services unless and until: (i) the parties agree to a Schedule covering such Services, and (ii) 
City receives an invoice for the relevant Fees. 
 
6.2 Price Protection. Fees for recurring Services, if any, may be increased only on an annual basis upon at 
least sixty (60) days written notice before any annual renewal of such Services. The percentage of any such 
increase will not exceed three percent (3%) per such increase per annum. 
 
6.3 Applicable Taxes. The Contractor will pay all applicable taxes. The City is subject to all applicable state 
and local transaction privilege taxes. To the extent any state and local transaction privilege taxes apply to 
sales made under the terms of this Agreement, it is the responsibility of the Contractor to collect and remit 
all applicable taxes to the proper taxing jurisdiction of authority. 
 
6.4 Tax Indemnification. The Contractor and all subcontractors will pay all Federal, state, and local taxes 
applicable to its operation and any persons employed by the Contractor. The Contractor will and require 
all subcontractors to hold the City harmless from any responsibility for taxes, damages, and interest, if 
applicable, contributions required under Federal, state, and local laws and regulations and any other costs 
including transaction privilege taxes, unemployment compensation insurance, Social Security, and 
Worker’s Compensation. 
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6.4 Invoices. Contractor will provide City with an itemized invoice for all Fees that become due hereunder. 
Each valid and undisputed invoice will be due and payable within thirty (30) days after City's receipt of such 
invoice. 
 
6.5 Most Favored Terms. Contractor represents and warrants that the terms and conditions (including 
the pricing terms) of this Agreement and any Schedule hereunder are and will be comparable to or better 
than the terms and conditions offered to any other reseller or user of the Services, but only to the extent 
Contractor provides equivalent Services (in scope, volume, product usage, etc.) to such other reseller or 
user. Upon request, an officer of Contractor will certify in writing Contractor's compliance with this Section 
within thirty (30) days. 
 
7. REPRESENTATIONS, WARRANTIES, COVENANTS AND LIMITATION OF LIABILITY 
 
7.1 Compliance with Laws. Contractor shall and shall use its reasonable best efforts to cause its suppliers 
to, comply with all applicable United States and foreign, federal, state, and local laws, rules, and regulations, 
with respect to the performance of the Services. 
 
7.2 No Infringement. Contractor represents and warrants that the Services, Facilities and Software to be 
performed, operated or used under this Agreement do not and will not, infringe any third-party patent, 
trade secret, copyright, trademark or other intellectual property rights in the United States or any other 
country or jurisdiction to which Contractor provides the Services for use by City, the Resellers, or End Users. 
 
7.3 Encryption. Contractor will identify in the applicable Schedule any encryption used in the Services and 
Software and the Commodity Classification, Export License or License Exceptions, and Import License 
granted with respect thereto. Contractor represents that it has complied with, and will continue to comply 
with, all applicable laws, rules and regulations of the United States or any foreign country with respect to 
the export or importation of the Services and Software, any modifications, enhancements or updates 
thereto, and any technical data derived therefrom. 
 
7.4 Services. Contractor represents, warrants and covenants that: (a) it shall perform the Services in 
conformance with the levels of service, quality control, and other performance standards described in this 
Agreement; (b) all Services provided in connection with this Agreement are and will be performed in an 
effective, timely, professional and workmanlike manner in accordance with the highest applicable industry 
standards and practices; and (c) Contractor personnel performing any Services hereunder will be 
appropriately trained and have a level of skill commensurate with the requirements of this Agreement, and 
Contractor will promptly replace any person who is performing Services under this Agreement upon City's 
reasonable request. 
 
7.6 Services Not to be Withheld. Contractor represents, warrants, and agrees that during the term of this 
Agreement it will not withhold Services under this Agreement (including, without limitation, 
implementation, termination transition assistance services) or access to the Facilities for any reason, 
including, but not limited to, a dispute between the parties arising under this Agreement, another 
agreement between the parties, or any unrelated dispute between the parties. 
 
7.7 Viruses. Contractor represents, warrants, and covenants that, to its knowledge, the Software does not 
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and will not contain any computer code designed to disrupt, disable, harm, or otherwise impede in any 
manner, including aesthetic disruptions or distortions, the operation of the Software or any System 
(referred to as “viruses” or “worms”). 
 
7.8 Other Code. Contractor represents, warrants, and covenants that, to its knowledge, the Software 
Programs does not and will not contain any computer code that: (a) would disable the Software or any 
System or impair in any way their operation based on the elapsing of a period of time, the exceeding of an 
authorized number of copies or scope of use, or the advancement to a particular date or other numeral 
(referred to as “time bombs,” “time locks,” “license keys,” or “drop dead” devices); (b) would permit 
Contractor or any third party to access the Software or any System (referred to as “traps,” “access codes,” 
or “trap door” devices); or (c) would permit Contractor or any third party to track, monitor or otherwise 
report the operation and use of the Software by City or any of its customers or clients. 
 
7.9 Documentation. Contractor represents, warrants and covenants that the Documentation: (a) does and 
will accurately and completely describe the relevant Software Programs; (b) is and will be complete, free of 
errors and sufficiently detailed to allow City's personnel to operate and use such Software Programs; and 
(c) will be updated as and when any Upgrade is provided for such Software Programs and such updated 
Documentation will be delivered by Contractor to City promptly upon any such update. 
 
7.10 Disclaimer. EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, NEITHER PARTY MAKES ANY 
OTHER WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES 
OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. 
 
7.11 Limitation of Liability. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT OR 
ANY SCHEDULE, IN NO EVENT WILL CONTRACTOR OR CITY OR ITS RESELLERS BE LIABLE FOR ANY OF THE 
FOLLOWING: LOST PROFITS, LOST REVENUE, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL OR 
PUNITIVE DAMAGES EVEN IF IT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 
NOTWITHSTANDING THE FOREGOING, NO LIMITATION OR EXCLUSION OF CONTRACTOR'S LIABILITY WILL 
APPLY WITH RESPECT TO (I) ANY CLAIMS ARISING OUT OF OR RELATING TO A BREACH BY CONTRACTOR OF 
SECTIONS 3 (“IP LICENSE”), 4 (“NON-DISCLOSURE”), 7.6 (“VIRUSES”) OR 7.7 (“OTHER CODE”), (II) AMOUNTS 
REQUIRED TO BE PAID TO A THIRD PARTY BY CITY AND FOR WHICH CONTRACTOR HAS AN OBLIGATION TO 
INDEMNIFY CITY UNDER SECTION 8, OR (III) CONTRACTOR’S WILLFUL MISCONDUCT, OR (IV) ANY CLAIMS 
FOR PERSONAL INJURY, PROPERTY DAMAGE, OR NEGLIGENCE FOR WHICH INSURANCE COVERAGE IS 
AVAILABLE (INCLUDING WITHOUT LIMITATION ALL COSTS ASSOCIATED WITH THE RECOVERY OR 
REPLACEMENT OF LOST OR DAMAGED DATA). For the avoidance of doubt, any fines or penalties assessed 
on a party under applicable law arising out of the other party's breach of this Agreement are direct 
damages. 
 
8. INTELLECTUAL PROPERTY INDEMNIFICATION 
 
8.1 Indemnification by Contractor. Contractor, at its expense, will indemnify, defend and hold harmless 
City, the End Users and any of its or their officers, directors, employees, agents, consultants, other 
representatives, and any third parties permitted to use the Facilities, Software, or Services (collectively, the 
“Indemnified Parties”) from all liabilities, costs, losses, damages and expenses (including reasonable 
attorneys' and experts' fees and expenses as well as interparty damages caused by Contractor or third 
parties) that arise from a third party claim against an Indemnified Party relating to any claim that any of 
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the Facilities, Software or Services or any portion or use thereof constitutes an infringement, violation, 
trespass, contravention or breach of any patent, copyright, trademark, license, or other property or 
proprietary right of any third party, or constitutes the unauthorized use or misappropriation of any trade 
secret of any third party. City will promptly notify Contractor of any such claim or action and will reasonably 
cooperate with Contractor in the defense of such claim or action, at Contractor's expense. 
 
8.2 City's Right to Participate. Contractor will have the right to conduct the defense of any such claim or 
action and all negotiations for its settlement or compromise except that City may in its sole discretion 
participate in the defense of any such claim or action at City's expense. Without limiting the foregoing, 
Contractor may not, without City's prior written consent, settle, compromise, or consent to the entry of any 
judgment in any such commenced or threatened claim or action, unless such settlement, compromise or 
consent: (i) includes an unconditional release of the relevant Indemnified Parties from all liability arising 
out of such commenced or threatened claim or action; and (ii) is solely monetary in nature and does not 
include a statement as to, or an admission of fault, culpability or failure to act by or on behalf of, any 
Indemnified Party or otherwise adversely affect any Indemnified Party. If Contractor fails to appoint an 
attorney within twenty (20) calendar days after City has notified Contractor of any such claim or action, or 
after Contractor becomes aware of such claim or action, whichever is earlier, City will have the right to 
select and appoint an alternative attorney and the reasonable cost and expense thereof will be paid by 
Contractor. 
 
8.3 Election of Remedy. If the Facilities, Software or Services or any portion thereof becomes, or in 
Contractor's or City's reasonable opinion is likely to become, the subject of any such claim or action, then 
City may terminate the relevant Schedule with respect to the affected Services and cease to receive the 
benefit, directly or indirectly, of the affected Facilities or Software or require Contractor to either: (i) procure 
for City the right to continue using the Services and Software, or such portion thereof, as contemplated 
hereunder; (ii) modify the Services and Software, or such portion thereof, to render same non-infringing 
(provided such modification does not adversely affect the use of such Services and Software, or such 
portion thereof, as reasonably determined by City); or (iii) replace same with an equally suitable, 
functionally equivalent, compatible, non-infringing services and software, as reasonably determined by 
City. If none of the foregoing is possible and if such Services and Software, is found to infringe by a court, 
Contractor or City will have the right to terminate the relevant Schedule with respect to such Services and 
Software and Contractor will refund to City all amounts paid by City for such Services and Software. Any 
termination of any Schedule(s) by City under this Section will be without prejudice to any other rights and 
remedies which City may have under this Agreement or at law or in equity. 
 
9. SERVICE LEVELS; SUPPORT SERVICES 
 
9.1 Service Levels. Contractor shall provide the Services in accordance with the Service Levels set forth in 
Exhibit C hereto. 
 
9.2 Support Services. Contractor shall provide the Support Services set forth in Exhibit D hereto. 
 
10. TERM 
 
10.1 Agreement Term. This Agreement is effective as of the Effective Date. The term of the support and 
maintenance will begin on the go live date and will continue for a period of two years or until the Agreement 
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is terminated as provided for herein. The City and the Contractor may mutually agree to extend the 
Agreement for up to two additional terms of two years each, or portions thereof.   
 
10.2 Schedule Term. Each Schedule will commence on the date first set forth in such Schedule and will 
continue until the terms of such Schedule or this Agreement expire or are terminated in accordance with 
Section 11. 
 
11. TERMINATION 
 
11.1 Termination for Breach. 
 
(a) If Contractor materially breaches this Agreement or any Schedule, and such breach is incapable of cure, 
or such breach is capable of cure but Contractor does not cure such breach within twenty (20) days after 
written notice of material breach, City may terminate the relevant Schedule upon written notice to 
Contractor. To the extent that Contractor commits a material breach of a nature which goes beyond the 
relevant Schedule and does not cure such breach in accordance with the foregoing, City may terminate: (a) 
this Agreement (in which event all of the other Schedules will terminate concurrently therewith); or (b) all 
affected Schedules. Termination of a Schedule or this Agreement will be without prejudice to any other 
rights and remedies that the non-defaulting party may have under this Agreement or at law or in equity. 
 
(b) Contractor may terminate this Agreement if City materially breaches the payment or license terms of 
this Agreement and (i) such breach is incapable of cure, or (ii) such breach is capable of cure and City fails 
to pay undisputed amounts under a particular invoice within three (3) months after such amounts are due, 
and Contractor has notified City of its intent to terminate this Agreement and City has not cured such 
breach within thirty (30) days of receipt of such notice. 
 
11.2 Termination for Convenience by Client; No “Abandonment”. 
 
(a)  City may terminate this Agreement or any Schedule hereunder at any time upon 30 days written notice 
to Contractor.  Notwithstanding anything to the contrary in this Agreement or any Schedule, in the event 
of any termination under this Agreement, City will only be liable to make any payments which are due 
hereunder to Contractor for Services provided in accordance with the terms and conditions herein up to 
the date of such termination. 
 
(b) This Agreement shall automatically expire or terminate upon expiration or termination of this 
Agreement, unless such termination occurs in conjunction with an Interruption. 
 
(c) Notwithstanding any other provision in this Agreement to the contrary, Contractor agrees that it will not 
“abandon” its obligations under this Agreement, unless and until this Agreement is terminated and the 
requirements of Section 3 and 11.3–11.4 hereof have been carried out in full. For purposes hereof, 
“abandon” means the threatened or actual intentional refusal by Contractor to provide or perform any of 
the Services required of Contractor under this Agreement, regardless of the reason. If Contractor breaches 
or threatens to breach this Section, Contractor agrees that City will be irreparably harmed, and, without 
any additional findings of irreparable injury or harm or other considerations of public policy, City shall be 
entitled to apply to a court or tribunal of competent jurisdiction for and, provided City follows the 
appropriate procedural requirements (e.g., notice), Contractor shall not oppose the granting of an 
injunction compelling specific performance by Contractor of Contractor's obligations under this Agreement 
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without the necessity of posting any bond or other security. Contractor further agrees not to oppose any 
such application for injunctive relief by City except to require that City shall establish that Contractor has 
committed abandonment. 
 
11.3 Exit Plan. In the event of any expiration or termination of this Agreement, the Parties shall prepare 
and carry out an Exit Plan on the terms set forth in Exhibit F hereto. 
 
11.4 Services Wind Down Period. Any expiration or termination of this Agreement or any of the 
Schedules, Client shall be entitled to continued provision of the Services by the Provider and access to the 
Facilities for a period of time determined by Client, not to exceed ninety (90) days, required for Client to 
wind down its current use of the Services or to make a transition to alternate services providers or facilities. 
 
12. INSURANCE 
 
(a) Insurance Coverage. Contractor will, during the term of this Agreement, at its sole cost and expense, 
obtain and maintain in full force and effect, subject to City's reasonable approval, the insurance coverage 
in the minimum amounts and on the terms set forth in Exhibit G hereto or such other amounts as may be 
set forth in a Schedule. All insurance required hereunder to be carried by Contractor (as well as any 
approved subcontractors or agents) will be with sound and reputable insurers and on forms as both are 
reasonably satisfactory to City. 
 
(b) Insurance Certificates. Contractor will provide City with a copy of all relevant certificates of insurance 
upon City's request including those evidencing that City has been added as an additional insured. 
Certificates are to be delivered to City at the address set forth in the applicable Schedule prior to delivery 
of any Software Program(s) hereunder, and annually thereafter, and at least thirty (30) days prior to any 
expiration of each insurance policy. 
 
(c) Waiver of Rights of Recovery. Contractor waives all rights of recovery against City and its 
subcontractors or agents that Contractor may have or acquire because of deductible clauses in or 
inadequacy of limits of any policies of insurance that are secured and maintained by Contractor. Contractor 
will require its approved subcontractors and agents to waive the rights of recovery (as the aforesaid waiver 
by Contractor) against City, Contractor and their other subcontractors or agents and deliver evidence of 
such waiver to City before such subcontractors or agents perform any Services. 
 
(d) No Limitation. Nothing in this Section will be construed as limiting Contractor's (or any subcontractor's 
or agent's) liability to City or any third party. The mere purchase and existence of insurance does not reduce 
or release Contractor from liability incurred or assumed within the scope of this Agreement. Contractor's 
failure to maintain insurance will not relieve it of liability under this Agreement. 
 
(e) Claims. Contractor will promptly make a full written report to City as to all accidents or claims for 
damage arising from or in connection with: (i) this Agreement; (ii) the discharge of Contractor's duties under 
this Agreement or any Schedule; or (iii) the presence of Contractor or Contractor's Representatives on City's 
premises. Contractor will cooperate fully with City and with any insurance carrier in the investigation and 
defense of all such accidents and claims, such obligation to survive the termination or expiration of this 
Agreement. 
 
13. DISASTER RECOVERY 
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An outline and executive summary of Contractor's business continuity and disaster recovery plan is 
attached as Exhibit E hereto (such outline and summary plus all of Contractor's supporting detailed 
documentation and plans as contemplated by the provisions of this Section, the “Disaster Recovery Plan”). 
The Disaster Recovery Plan for all Services shall: (a) be designed to continue all Contractor business 
operations that are critical to the overall operation and functionality of the Services notwithstanding the 
occurrence of a Crisis; (b) specify procedures and frequency of testing; and (c) shall be, and shall be 
maintained consistent with, then-current generally accepted industry standards. The Disaster Recovery 
Plan shall specifically address the ability of Contractor to provide each of the Services in the event of a 
Crisis. The Disaster Recovery Plan shall provide, among other things, a mechanism for the redundancy or 
back-up of business operations designed to keep the Services from becoming unavailable as Unscheduled 
Downtime as defined in the Service Level Agreement due to a Crisis and to permit the related business 
operations of City to be re-instituted in a time period that permits the ongoing operation and functionality 
of City's business to which the Services relate. Without limiting the generality of the foregoing, the Disaster 
Recovery Plan shall address all of the computer software, computer hardware (whether general or special 
purpose), telecommunications capabilities (including all voice, data and video networks) and other similar 
or related items of automated, computerized, and/or software system(s) and any other network(s) or 
system(s) that are used by or relied on by Contractor in the provision of the Services and the manner in 
which Contractor will re-institute the processing of relevant information in a time period that permits the 
ongoing operation and functionality of City's business to which the Services relate. Notwithstanding the 
foregoing, if a Crisis prevents Contractor from providing the Services to City, Contractor shall allocate its 
efforts and resources to restoring City's Services no less favorably to City than it allocates to any of its other 
Clients affected by the Crisis. 
 
14. GENERAL 
 
14.1 Force Majeure. 
 
(a) For purposes of this Agreement “Force Majeure” means an event that is outside the reasonable control 
of a Party, or that with the exercise of due diligence or reasonable business practices could not reasonably 
have been prevented, avoided or removed by that Party, and that prevents that Party from performing its 
obligations under this Agreement and does not result from such Party's negligence or the negligence of its 
agents, employees or subcontractors, including unforeseeable events such as acts of God, earthquakes, 
storms, floods, natural events, wars, court order, rebellions, riots, strikes, civil disturbances, acts of foreign 
and/or domestic governmental authorities, labor strikes and lockouts, but excluding any failure by a third 
party to supply any materials or components to Contractor unless such failure is itself the result of Force 
Majeure affecting such third party. 
 
(b) Upon the occurrence of an event of Force Majeure with respect to a Party, its obligations under this 
Agreement will, to the extent that they are affected by the event of Force Majeure, be suspended; provided, 
however, that under no circumstances will a Party's obligations to pay any amounts due under this 
Agreement be suspended nor Contractor’s disaster recovery obligations under sections 5.7 and 13. Any 
Party affected by an event of Force Majeure will promptly inform the other Party and will use commercially 
reasonable efforts to fulfill its obligations under this Agreement and to remove or avoid any disability and 
mitigate any damages caused by such event of Force Majeure at the earliest practicable time and to the 
greatest extent possible. 
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14.2 License of Intellectual Property; 365(n). The Software is “intellectual property” as defined in 11 
U.S.C.A. 101(35A) which has been licensed hereunder in a contemporaneous exchange for value and this 
Agreement will be governed by 11 U.S.C.A. 365(n), as the same may be amended or supplemented from 
time to time, if Contractor files for bankruptcy. 
 
14.3 UCITA Not Applicable. This Agreement and the transactions contemplated herein are not and will 
never be subject to the Uniform Computer Information Transactions Act (prepared by the National 
Conference of Commissioners on Uniform State Laws) as currently enacted by any jurisdiction or as may 
be codified or amended from time to time by any jurisdiction. 
 
14.4 Contractor Financial Assurances. Upon City's request (to be made not more than once per year) 
Contractor will provide City with financial information of Contractor which will allow City to adequately 
assess Contractor's creditworthiness. Contractor will not provide City with any nonpublic financial 
information unless it is requested by the City Manager or City Manager’s designee of City in writing under 
this Section. 
 
14.5 Assignment. Neither party will assign its rights or obligations under this Agreement without the prior 
written consent of the other party which shall not be unreasonably delayed or withheld, and any purported 
assignment without required consent shall be void; provided, that: (a) either Party may collaterally assign 
this Agreement in connection with any financing or an acquisition of all or substantially all of such Party's 
assets and business, and (b) City may assign this Agreement to one or more Affiliates or Resellers (but any 
payment obligations shall remain the primary obligation of the City). Subject to the foregoing limitations, 
this Agreement will be binding upon the parties and their respective legal successors and permitted 
assigns. 
 
14.6 Notices. Unless otherwise provided, notice under this Agreement must be in writing and will be 
deemed to have been duly given and received either (a) on the date of service if personally served on 
the party to whom notice is to be given, or (b) on the date notice is sent if by electronic mail, or (c) on 
the third day after the date of the postmark of deposit by first class United States mail, registered or 
certified, postage prepaid and properly addressed as follows: 
 
For the City 
For the Contractor 
Name: Christina Pryor, CPPO 
Name: David Jordan 
Title: Procurement and Supply Senior Manager 
Title: Senior Account Executive 
Address: 175 S. Arizona Ave., 3rd Floor 
Address: 40 Burton Hills Blvd., Suite 415 
Chandler, AZ 85225 
Nashville, TN 37215 
Phone: 480-782-2403 
Phone: 803-466-8680 
Email: christina.pryor@chandleraz.gov 
Email: djordan@i3verticals.com 
 
14.7 Remedies. Each party acknowledges that a breach of certain of its obligations under this Agreement 
each party's confidentiality obligations set forth in this Agreement) other than any payment obligations 
hereunder, may result in irreparable and continuing damage to the other party for which monetary 
damages may not be sufficient, and agrees that the other party will be entitled to seek, in addition to its 
other rights and remedies hereunder or at law, injunctive or all other equitable relief, and such further 
relief as may be proper from a court of competent jurisdiction. 
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14.8 Interpretation. The terms and conditions of this Agreement are the result of negotiations between 
the parties. The parties intend that this Agreement should not be construed in favor of or against any party 
by reason of the extent to which any party or its professional advisors participated in the preparation or 
drafting of the Agreement. Unless the context of this Agreement otherwise indicates when used in a series 
of items the word “or” will be construed such that the series may include any of the items, all of the items, 
or any combination of the items. 
 
14.9 Entire Agreement. This Agreement and all exhibits and schedules attached constitute the complete 
agreement and understanding between the parties with respect to the subject matter hereof and 
supersede all prior agreements and understandings between the parties.  
 
14.10 Time of the Essence. [Omitted] 
 
14.11 No Waiver by Conduct. No waiver of any of the terms of this Agreement or any Schedule will be 
valid unless in writing and designated as such. Any forbearance or delay on the part of either party in 
enforcing any of its rights under this Agreement will not be construed as a waiver of such right to enforce 
the same for such occurrence or any other occurrence. 
 
14.12 Independent Contractor. Contractor acknowledges that it is acting as an independent contractor, 
that Contractor is solely responsible for its actions or inactions, and that nothing in this Agreement will be 
construed to create an agency or employment relationship between City and Contractor or its 
Representatives. Contractor is not authorized to enter into contracts or agreements on behalf of City or to 
otherwise create obligations of City to third parties. Neither Contractor nor any of its Representatives are 
City employees for any purpose, including for: (i) federal, state or local tax, employment, withholding or 
reporting purposes; or (ii) eligibility or entitlement to any benefit under any of the City's employee benefit 
plans (including those that are subject to the Employee Retirement Income Security Act of 1974, as 
amended), incentive, compensation or other employee programs or policies (collectively, “Benefit Plans”). 
Contractor agrees that all such Representatives will be informed that they are employees solely of 
Contractor, or its agent or subcontractor if applicable, and not eligible to participate in any Benefit Plan. 
Contractor agrees that Contractor is solely responsible for payment of all applicable workers' 
compensation, disability benefits and unemployment insurance, and for withholding and paying such 
employment taxes and income withholding taxes as required. 
 
14.13 Non-exclusivity. Contractor acknowledges that City may from time to time enter into other 
transactions with companies that may be competitors, suppliers or customers of Contractor. No such 
activities will be affected by City's agreement to enter into this Agreement. 
 
14.14 No Publicity. Contractor agrees not to disclose the identity of City or its End Users or any of their 
directors, officers, managers, employees, consultants or agents as a customer or prospective customer of 
Contractor or the existence or nature of this Agreement without the City’s prior written consent. Without 
limiting the generality of the foregoing, Contractor will not use, in advertising, publicity or otherwise, the 
name of City or its End Users or any of their directors, officers, managers, employees, consultants or agents 
or any trade name, trademark, service mark, logo, or symbol of City or its End Users. 
 
14.15 Severability. If any one or more of the provisions of this Agreement are for any reason held to be 
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invalid, illegal or unenforceable by a court of competent jurisdiction, the remaining provisions of this 
Agreement will be unimpaired and will remain in full force and effect, and the invalid, illegal or 
unenforceable provision will be replaced by a valid, legal and enforceable provision that comes closest to 
the intent of the parties underlying the invalid, illegal or unenforceable provision. 
 
14.16 Survival. Any provision of this Agreement which, by its nature, would survive termination or 
expiration of this Agreement will survive any such termination or expiration of this Agreement, including 
Sections 2.3 (“Grant of License”), 3 (“IP License”), 4 (“Non-Disclosure”), 7 (“Representations, Warranties, 
Covenants and Limitation of Liability”), 8 (“Intellectual Property Indemnification”), 11 (“Termination”), 14 
(“General”) and corresponding Exhibits and Schedules. 
 
14.17 Governing Law. This Agreement will be governed by, and construed in accordance with, the internal 
laws of the State of Arizona, without regard to its choice of laws principles. Notwithstanding the fact that 
some of the Products may be manufactured outside the United States, the Parties hereby expressly 
disclaim the application of the United Nations Convention on the Sale of Goods. 
 
14.18 Counterparts; Method of Amendment. This Agreement, each Schedule and any amendments 
thereto may be executed in counterparts and will not be effective or enforceable unless and until it is 
executed with the handwritten signature of an authorized representative of each of the relevant entities. 
Without limiting the foregoing, none of the following will amend or modify this Agreement or result in the 
execution of a Schedule: (i) terms and conditions which are displayed or conveyed electronically or are 
associated with, or are responded to by the operation of a mouse or other pointing device, typing on a 
keyboard, “virtual” actions, an automated computer program, the removal of shrinkwrap, the opening of a 
package, the loading or use of software or other goods or services, or any other action other than such a 
handwritten signature as described in the previous sentence; or (ii) payment by City of any License Fees, 
Maintenance Fees or other consideration to Contractor or use of or any other action with respect to the 
Software Programs or Maintenance Services. 
 
14.19 Disputes. In any dispute arising out of an interpretation of this Agreement or the duties 
required not disposed of by agreement between Contractor and City, the final determination at the 
administrative level will be made by the City Purchasing and Materials Manager. 
 
14.20 City's Right of Cancellation. The parties acknowledge that this Agreement is subject to 
cancellation by City under the provisions of A.R.S. § 38-511. 
 
14.21 No Israel Boycott. By entering into this Agreement, Contractor certifies that Contractor is not 
currently engaged in, and agrees for the duration of this Agreement, not to engage in a boycott of 
Israel as defined by state statute. 
 
14.22 Legal Worker Requirements. A.R.S. § 41-4401 prohibits the City from awarding a contract to 
any contractor (as defined under A.R.S.) who fails, or whose subcontractors fail, to comply with A.R.S. 
§ 23-214(A). Therefore, Contractor agrees Contractor and each subcontractor it uses warrants their 
compliance with all federal immigration laws and regulations that relate to their employees and their 
compliance with§ 23-214, subsection A. A breach of this warranty will be deemed a material breach 
of the parties’ agreement and may be subject to penalties up to and including termination of the 
parties’ agreement. City retains the legal right to inspect the papers of any Contractor’s or 
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subcontractor’s employee who provides services under this Agreement to ensure that the Contractor 
and subcontractors comply with the warranty under this provision. 
 
14.23 Lawful Presence Requirement. A.R.S. §§ 1-501 and 1-502 prohibit the City from awarding a 
contract to any natural person who cannot establish that such person is lawfully present in the United 
States. To establish lawful presence, a person must produce qualifying identification and sign a City-
provided affidavit affirming that the identification provided is genuine. This requirement will be 
imposed at the time of contract award. This requirement does not apply to business organizations 
such as corporations, partnerships, or limited liability companies. 
 
14.24 Forced Labor of Ethnic Uyghurs Prohibited. By entering into this Agreement, Contractor 
certifies and agrees Contractor does not currently use and will not use for the term of this Agreement: 
(i) the forced labor of ethnic Uyghurs in the People's Republic of China; or (ii) any goods or services 
produced by the forced labor of ethnic Uyghurs in the People's Republic of China; or (iii) 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. 
 
14.25 Covenant Against Contingent Fees. Contractor warrants that no person has been employed 
or retained to solicit or secure this Agreement upon an agreement or understanding for a 
commission, percentage, brokerage, or contingent fee, and that no member of the Chandler City 
Council, or any City employee has any interest, financially, or otherwise, in Contractor’s firm. For 
breach or violation of this warrant, City may annul this Agreement without liability or, at its discretion, 
to deduct from the Agreement price or consideration, the full amount of such commission, 
percentage, brokerage, or contingent fee. 
 
14.26 Non-Waiver Provision. The failure of either party to enforce any of the provisions of this 
Agreement or to require performance of the other party of any of the provisions hereof must not be 
construed to be a waiver of such provisions, nor must it affect the validity of this Agreement or any 
part thereof, or the right of either Party to thereafter enforce each and every provision. 
 
14.27 Disclosure of Information Adverse to the City’s Interests. To evaluate and avoid potential 
conflicts of interest, Contractor must provide written notice to City, as set forth in this Agreement, of 
any work or services performed by Contractor for third parties that may involve or be associated with 
any real property or personal property owned or leased by City. Such notice must be given 7 business 
days prior to commencement of the services by Contractor for a third party, or 7 business days prior 
to an adverse action as defined below. Written notice and disclosure must be sent to the City’s 
Purchasing and Materials Manager. An adverse action under this Agreement includes, but is not 
limited to: (a) using data as defined in this Agreement acquired in connection with this Agreement to 
assist a third party in pursuing administrative or judicial action against City; or (b) testifying or 
providing evidence on behalf of any person in connection with an administrative or judicial action 
against the City; or (c) using data to produce income for Contractor or its employees independently 
of performing the services under this Agreement, without the prior written consent of the City. 
Contractor represents that except for those persons, entities, and projects identified to the City, the 
services performed by Contractor under this Agreement are not expected to create an interest with 
any person, entity, or third-party project that is or may be adverse to the City’s interests. Contractor’s 
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failure to provide a written notice and disclosure of the information as set forth in this Section 
constitute a material breach of the parties’ agreement. 
 
14.28 Jurisdiction and Venue. Any action to enforce any provision of this Agreement or to obtain any 
remedy with respect hereto must be brought in the courts located in Maricopa County, Arizona, and 
for this purpose, each party hereby expressly and irrevocably consents to the jurisdiction and venue 
of such court. 
 
14.29 Budget Approval Into Next Fiscal Year.  This Agreement will commence on the Effective Date and 
continue in full force and effect until it is terminated or expires in accordance with the provisions of this 
Agreement.  The parties recognize that the continuation of this Agreement after the close of the City’s fiscal 
year, which ends on June 30 of each year, is subject to the City Council's approval of a budget that includes 
an appropriation for this item as an expenditure.  The City does not represent that this budget item will be 
actually adopted. This determination is solely made by the City Council at the time Council adopts the 
budget. 
 
14.30 Cooperative Use of Agreement. In addition to the City of Chandler and with approval of the 
Contractor, this Agreement may be extended for use by other municipalities, school districts and 
government agencies of the State.  Any such usage by other entities must be in accordance with the 
ordinance, charter and/or procurement rules and regulations of the respective political entity. 
 
Orders placed by other agencies and payment thereof will be the sole responsibility of that agency.  
The City will not be responsible for any disputes arising out of transactions made by other agencies 
who utilize this Agreement. 
 
14.31 Exhibits, Precedence of Documents. The following exhibits are made a part of this Agreement 
and are incorporated by reference: 
 
  
 
 
Exhibit A – Scope of Services 
Exhibit B – Fee Schedule 
Exhibit C – Disaster Recovery Plan 
Exhibit D – Exit Plan 
Exhibit E – Insurance Requirements 
 
In the event of a conflict in the terms and conditions or a legal ambiguity arises among this Agreement 
and the attached exhibits, the documents in the following order prevail and control: (1) this 
Agreement; (2) Exhibit A – Scope of Services; (3) Exhibit B – Fee Schedule; (4) Exhibit C – Disaster 
Recovery Plan; (5) Exhibit D – Exit Plan; and (6) Exhibit E – Insurance Requirements. 
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IN WITNESS WHEREOF, the parties have caused this Agreement to be executed by their duly authorized 
representatives. This Agreement shall be in full force and effect only when it has been approved and 
executed by the duly authorized City officials. 
FOR THE CITY 
FOR THE CONTRACTOR 
By: _________________________________________ 
By: _________________________________________ 
Its:                              Mayor 
Its: _________________________________________ 
APPROVED AS TO FORM: 
By: _________________________________________ 
City Attorney 
ATTEST: 
By: _________________________________________ 
City Clerk 
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General Counsel & Secretary

EXHIBIT A 
SCOPE OF SERVICES 
 
 
1.1 PROJECT BACKGROUND 
 
The City of Chandler is in the process of transitioning about 86,000 AMR endpoints to AMI using Neptune 
Technologies AMI solution. With this initiative in progress, the city desires to provide a better customer 
experience through a robust customer engagement portal which provides self-serve capabilities for each 
customer’s personal online account, bill related interactions, customer communications, customer request 
transactions including solid waste, and water conservation programs. The city’s vision for the customer 
portal is: 
Provide a self-serve customer portal that engages the city’s residents and businesses with an outstanding 
customer experience and provides My Account capabilities such as bill presentment, bill pay, etc., as well as 
helpful information through personalized insights about water consumption, leak analytics, conservation 
program opportunities and user-friendly customer transactions. 
 
The replacement and implementation of a modern Customer Experience Portal (CEP) product within the 
following participating City departments. 
 
Chandler Departments 
Primary Services 
Accounts 
Management Services, Utility 
Services Division 
Water and sewer services for 
Chandler residents 
Approximately 87,000 water 
metered accounts   
Public Works and Utilities, 
Solid Waste Division 
Refuse and recycling collection 
services for Chandler residents 
Approximately 87,000 refuse 
accounts 
Public Works and Utilities, 
Utilities Administration 
Water conservation programs 
for Chandler residents 
N/A 
Information Technology 
Application support for city 
departments 
N/A 
 
Glossary of acronyms 
MDM - Meter Data Management 
OMS – Outage Management System 
UAT – User Acceptance Testing 
QA – Quality Assurance 
DEV – Development Environment 
PROD – Production Environment 
CIS – Customer Information System 
BA – Business Analyst 
SME - Subject Matter Expert 
SOW – Statement of Work 
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OCM – Organizational Change Management 
MSA – Master Services Agreement 
KPI – Key Performance Indicator 
VPN – Virtual Private Network 
FDD – Functional Design Document 
 
1.2 
PROJECT SUMMARY 
  
This Scope of Services, also referred to as the Statement of Work (SOW), delineates the project's objectives, 
scope, schedule, resources, tasks, and responsibilities, serving as a comprehensive roadmap guiding the 
project team in executing the work effectively and efficiently. 
 
The ePortal solution by i3 Verticals aims to integrate seamlessly with Advanced Utility Systems CIS Infinity 
Billing system, facilitating smooth integration with third-party payment processors and other systems. The 
solution will encompass all the features detailed in Attachment 1 to the Scope of Services, Functional 
Requirements.  
 
2. 
PROJECT SCOPE 
 
Except as otherwise specifically provided in this Statement of Work, i3 Verticals will configure, build, and 
deploy a fully operational, ADA-compliant ePortal solution. This solution aims to replace Infinity Link 
Customer Experience Portal (CEP) and enhance the functionality of the CEP by introducing various self-
service options and expanding customer access to city data and services. This transition signifies a 
combined business and technological transformation through the implementation of a new hosted CEP 
solution. 
 
The scope outlined in this statement of work will be delivered over a seven to twelve-month period aligned 
with the CIS Infinity v5 Cloud based solution and the AMI solution.  
 
The functional requirements that outline the comprehensive scope of i3-Verticals ePortal customer self-
service solution is detailed in Attachment 1 to the Scope of Services.  These requirements will be delivered 
as part of this implementation SOW. 
 
This Scope of Services describes the minimum requirements for the customer portal. The city and the 
contractor will agree to a final Scope of Services, project start date, and project timeline. 
 
2.1 
SOLUTION DESCRIPTION  
i3-Verticals will provide its eVolve platform, an off the shelf, but configurable, solution meeting key 
objectives by creating a user-friendly, mobile-first dashboard interface accessible to authenticated users. 
The solution has the capability to effortlessly connect with multiple third-party systems, including CIS, 
MDM, payment vendors, bill printing vendors, and OMS. The platform displays detailed customer billing 
information, including balance details, due dates, payment history, and outstanding balances, ensuring 
transparency and ease of access. Additionally, it presents energy use information in an intuitive format, 
enabling users to track usage trends, forecast bills, and understand weather impacts. This functionality is 
further enhanced through potential API integrations with the client's energy information provider, offering 
a comprehensive and seamless user experience. 
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ePortal is a secure, mobile-first solution that provides customers with consistent customer experiences 
across all channels. The ePortal solution drives customer behavior, such as conservation, through digital 
communications, real-time data for requests and reporting to create informed decision making, while also 
streamlining business processes. 
 
ePortal – ePortal is the customer self-service portal that allows utilities to increase their level of customer 
service and decrease their cost to serve. City customers can manage their account, view, and pay bills all 
through a configured payment portal that includes dynamic, real-time alerts based on the city’s specific 
billing and payment business processes. Due to it being tailored for utilities, ePortal can integrate to any 
customer information system, billing software, or other technology vendor, and the portal's modern look 
& feel is also fully configurable to reflect City of Chandler, AZ’s branding, messaging and campaigns. 
 
eAdmin – eAdmin empowers city business staff with its highly configurable design and adapts in real time. 
eAdmin provides a comprehensive administrative console designed to manage, report, and analyze all 
channel content, activity, and settings across all components of the entire platform. eAdmin is user 
intuitive, providing full control of ePortal, customer notifications, analytics, and full report functionality, all 
with little training. eAdmin provides access management relating to internal staff roles and responsibilities, 
ensuring security throughout the entirety of the system, in an easy to navigate, easy to use solution. 
eAdmin is designed to be configured and maintained by your business users. 
 
eNotify – eNotify engages your customer, where they are, no matter the device. eNotify delivers multi-
channel, proactive messaging to all subscribers based on customer preference, business rules, logic, and 
current third-party delivery providers, with automatic notifications for any update to account information. 
We understand communication is the basis of business, and with proper notifications, city customers trust 
and appreciate that their utility cares for each customer. 
 
eNeighbor – eNeighbor is a conservation themed tool for your customers. eNeighbor educates your 
customers on their energy usage and helps drive specific consumption behaviors. Customers can compare 
their usage to other community homes, based on specific criteria, allowing valuable feedback and relational 
energy use data. This powerful tool can also provide homeowners energy disaggregation, demand 
management for available appliances and more. Customers can assist in reducing costs and potentially 
improve the capacity planning as customers become more educated. 
 
2.2  
MIGRATION SCOPE 
 
Data conversion refers to the process of migrating data from existing systems to the new ePortal 
application. This will ensure a seamless transition of any profiles and associated data such as account, 
registration, notification and communication preferences or payment tokens related to wallet as needed. 
This process outlines the migration of user profiles from the legacy engagement portal to the ePortal and 
the collaborative efforts between i3-Verticals and Chandler to ensure a smooth transition of data. 
 
Data Conversion (Profile Migration) is detailed as   follows: File Format and Data Transfer: 
▪ 
i3-Verticals will provide Chandler with their preferred file format for receiving user profile data 
from Chandler's legacy engagement portal. 
▪ 
Chandler, or a third-party provider instructed by Chandler, will provide the data file containing the 
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profiles to be migrated along with the profile-to-account associations. 
Data Selection and Cleanup: 
▪ 
Chandler will define the selection criteria for the data to be migrated from the legacy engagement 
portal. 
▪ 
Chandler is responsible for any data cleanup related to the migration data. 
Loading Data: 
▪ 
i3-Verticals will load the provided file into the ePortal registration database. 
▪ 
Once migrated, users will be required to set a new password on their profile. This process will be 
facilitated by the ePortal's user login flow, which will guide users through this one- time setup. 
Sample File Development: 
▪ 
i3-Verticals and Chandler will collaborate to receive unlimited sample files to aid in the 
development of the data load programs. 
▪ 
Samples will be confirmed before loading the complete set of user profile data. 
Documentation: 
▪ 
Further details regarding how the Profile Migration is performed, including dependencies, will be 
documented in the Extract and Transform Document. 
 
2.3  
INTEGRATION SCOPE 
 
This section outlines the required ePortal integrations to be included in this project as well as the 
responsible parties for providing and configuring the integration. 
 
i3 Verticals will be responsible for developing the integration APIs in the Customer Information System 
(CIS) application and performing the required ePortal integrations. Chandler will be responsible for 
providing CIS Infinity’s web services in a consumable form for the ePortal to integrate and present to 
customers. Chandler will also be responsible for the integration mechanism for the non-CIS applications 
listed in the table below. 
 
For all integrations, Chandler will be responsible for providing: 
▪ 
Code and data refreshes 
▪ 
Environment availability/up time based aligned with project plan 
▪ 
Connectivity and networking 
▪ 
Configuration to meet a dependent ePortal requirement 
▪ 
Provide resources to facilitate integration to production and non-production interfacing applications 
 
The following table lists all the applications that ePortal will be integrated with. 
 
Third Party/Application 
Description 
CIS Infinity v5  
Utilities' CIS  
Neptune 360 Meter Data Management  
 MDM (Meter Data Management) 
Invoice Cloud 
Third Party Payment Processor 
Solid Waste Record Management System 
Custom developed RMS 
TBD 
Third Party Bill Printer   
The ePortal will securely connect to present bills 
hosted by the third-party printer selected by the 
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city. All bills required for the ePortal should be 
accessible based on certain key parameters.  
 
3.0  
PROJECT APPROACH  
 
Project Management 
i3 Verticals’ tailored hybrid/agile methodology approach and project plan exceeds the PMBOK, Sixth Edition 
in providing and focusing on delivering a project, including all the Methods, Models, and Artifacts, ensuring 
deliverables and timelines are met, plus setting expectations at the beginning of the project through the 
use of RACI matrixes throughout all phases. 
 
As part of i3 Verticals' Hybrid Agile/Waterfall Approach, we integrate the Critical Path Method as a key 
technique in project management. We use this method for scheduling tasks and managing the project 
timeline. Our project management approach involves collecting all project activities using a work 
breakdown structure that leads to the final deliverables. We identify task dependencies and assign 
accountability for each task, including all interaction system owners. Based on this, we identify all the 
critical paths and track them closely to ensure successful project implementation according to the defined 
schedule. 
 
A RAID log is a project planning tool for identifying key (R)isks, (A)ssumptions, (I)ssues, and (D)ependencies. 
This allows the project manager to track and rank all project risks, communicate, and close the risk. Our 
project manager will handle and communicate all issues openly. Each issue will be tracked on the project 
plan but also on the status report and communicated to everyone.  
 
The project approach and logistics will be detailed in the SOW between City of Chandler, AZ and i3 Verticals. 
Adherence to the SOW will be reviewed during the executive steering committee meetings. To ensure that 
the SOW is followed, i3 Verticals will employ the following quality standards as part of the project 
methodology: 
▪ 
Specifications will be documented 
▪ 
Landscape promotion of changes based on testing in each environment (Dev, QA, Prod) 
▪ 
Any changes to scope will follow the project change control process 
▪ 
Each Functional and Technical Specification will go through unit testing, integration testing, and UAT 
▪ 
The project plan will document all deliverables and milestones with: 
• 
A deliverable owner 
• 
Effort required 
• 
Completion Date 
▪ 
The project plan will be reviewed weekly with the project team 
▪ 
Risks and Issues will be documented and tracked and reviewed in the weekly status meetings 
Defects during testing will be documented in the Defect Log and the PMO will be responsible for 
assignation of the defect for resolution 
▪ 
Before go-live, all testing results, specifications, defects, risks, and issues must be approved 
 
Detailed documentation of requirements and business processes at the beginning of the project are critical 
to proper scope management. During the project, reviewing and testing requirements while managing 
issues, risks, and defects is fundamental to a successful go-live of the solution. 
 
Program Governance 
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i3 Verticals believes that a proper governance and meeting/communication cadence is paramount to the 
success of the project. Whether the project is being delivered virtually or on-site, all delivery team members 
participate in daily stand-up calls to discuss issues, questions, roadblocks and be able to collaborate. The 
delivery team escalates up to the PMO any items they need to have resolved to move forward. The PMO 
meets weekly to discuss all Project control items, including any escalated items. The Executive Steering 
Committee will convene once a month typically to help resolve an escalation, receive program updates, 
and help to keep the entire team focused on the objectives at hand and set executive guidance. The i3 
Verticals Customer Success Manager will also meet with the delivery team and PMO at least once a month 
to ensure the project and deliverables align with the direction of the product roadmap. 
 
i3 Verticals will manage and maintain a project plan along with City of Chandler, AZ to ensure proper 
resource scheduling and identify impacts to the schedule which helps to control project costs. We also 
incorporate a plan to identify and report risk during project plan creation. During the project status 
meetings these will be discussed with all participants. A RAID log is incorporated into the status report. A 
RAID log is a project planning tool for identifying key (R)isks, (A)ssumptions, (I)ssues, and (D)ependencies. 
This allows the project manager to track and rank all project risks, communicate, and close the risk. Our 
project manager will handle and communicate all issues openly. Each issue will be tracked on the project 
plan but also on the status report and communicated to everyone. We are ready to identify, focus, and 
deliver results. 
 
During the project, we must conduct risk assessments continually. It starts with the Project Manager 
overseeing and scrutinizing every aspect of the project plan. Risks are preemptively identified and/or 
eventually surface with weekly project meetings or sooner depending on the seriousness of the risk. At 
times, some risks will require a steering committee meeting and/or a senior staff meeting to arrive at the 
best decision for the project. 
 
Project milestones play a crucial role in project management, helping break down projects into manageable 
parts. At i3 Verticals, we believe in collaboration, which is why we work with the city to finalize the itemized 
project milestones. However, for the current proposed project, we have identified the following high-level 
milestones along with their associated deliverables and acceptance criteria: 
 
▪ 
Project Kickoff: Deliverable: Completion of project planning and kickoff activities. Acceptance Criteria: 
The project team has aligned on project goals, roles, and responsibilities. 
▪ 
Requirements Approved: Deliverable: Requirement Documentation (RTM) delivered. Acceptance 
Criteria: The city reviews and approves the requirements document. 
▪ 
Design Completed: Deliverable: Technical Architecture Blueprint and Functional Design Document 
(FDD). Acceptance Criteria: The city approves the design documents, ensuring alignment with project 
goals. 
▪ 
Completion of SIT/QA: Deliverable: QA testing for all features completed and signed off by city IT and 
Business. Acceptance Criteria: All features pass quality assurance testing. 
▪ 
UAT Signed Off: Deliverable: User Acceptance Testing (UAT) completed. Acceptance Criteria: City’s 
business users approve all features during UAT. 
▪ 
Go Live: Deliverable: Application with all features implemented in production (PROD). Acceptance 
Criteria: The application functions as intended in the live environment. 
▪ 
Post Go Live Support Completed: Deliverable: Project Completion Document. Acceptance Criteria: 
The city approves the project completion documentation. 
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These milestones provide clear checkpoints to track progress and ensure successful project delivery. 
 
Define (Project Initiation) 
The Project Initiation phase allows for the ramp of the team, resources, expectations, and the schedule to 
lay the foundation for a successful and well executed project. The i3 Verticals Project Manager will meet 
with the city Project Manager and the i3 Verticals core team, to review the project schedule and tasks that 
are required to complete the project and the implementation. The rollout strategy and the roles and 
responsibilities of the participants for completing the work effort will be defined in the contract. The review 
meeting will also help to establish the project parameters and enables the parties to address concerns 
early in the project. The key project individuals will be identified as well as the stakeholders and decision 
makers. Project resources will be agreed on as well as the project schedule and detailed project plan. The 
city Project Manager will provide input on the city tasks and deliverables to the i3 Verticals Project Manager 
so the full project schedule can be developed. i3 Verticals will provide the city with a detailed project plan. 
A formal project kickoff meeting is scheduled to overview the project with all stakeholders and participants. 
Meetings that happen throughout the project, can be recorded to keep a record of topics covered and 
attendees.   
 
Project Schedule  
i3-Milestone will produce the project Plan, developed in either excel Gnatt or Microsoft Project Plan (MPP) 
tool with comprehensive and detailed tasks, steps & required resources to perform these and 
dependencies to implement the i3-Milestone’s “ePortal”. The project Plan/Schedule maintained by both i3-
Milestone & City’s project managers to manage this project. In the Project Plan/Schedule, in collaboration 
with City, i3-Milestone will identify when each Software component is needed and will be installed. Both 
parties try hard to ensure that the project plan design will include items that permit us to meet all the 
business functions of the department. After collaborative discussion both parties agree that this project is 
scheduled for a duration of 12 months in alignment with the CIS Infinity Cloud migration and the AMI 
Integration project’s timelines. Any deviations from this schedule, not caused solely by the Contractor, will 
be subject to a change request process unless otherwise agreed upon by both parties at the project’s 
outset. 
 
Define Phase Key Activities 
The table below is the RACI matrix for the project. City will use this RACI matrix to clearly indicate project 
responsibilities through the duration of the project. R = the part Responsible for performing the activity, A 
= the team Accountable for confirming the activity’s completion, C = the team Consulted on how the activity 
is to be performed, I = the team Informed of the activity’s completion, but is otherwise not involved in the 
activity. 
 
ID 
Key Activity 
Related Deliverable (D) or 
Work Product (W) 
i3- Milestone 
City 
1 
Create the Project Plan for a 
comprehensive view and 
schedule 
Project plan (D) 
R 
A 
2 
All the project tools agreed 
and provisioned if needed 
List of agreed tools (W) 
C, A 
R 
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ID 
Key Activity 
Related Deliverable (D) or 
Work Product (W) 
i3- Milestone 
City 
3 
Change control process defined 
Change control process 
document (W) 
R 
R, A 
4 
RAID log established 
RAID Log (W) 
R 
A 
5 
Draft an initial Internal and External 
Communication Plan that 
documents specific communications 
(key message, intended audience, 
delivery medium) needed 
throughout the project. 
Communication Plan 
(D) 
I 
R 
6 
i3-Milestone project team 
mobilized 
N/A 
R 
I 
7 
City project team mobilized 
N/A 
I 
R 
8 
Create an Environment Plan that 
covers the build and support of City 
owned environments to which 
ePortal will be integrated.  
Environment Plan (D) 
R 
C 
9 
Provide existing ePortal 
architectural standards which 
includes the development of 
Enterprise Solution Architecture and 
processes that include all work 
streams including integrations. 
ePortal Architecture Blueprint 
(D) 
R 
I 
10 
Coordinate with third parties to 
confirm the version of products to 
be used and availability of 
environments. 
3rd. Party Coordination (W) 
C 
R 
 
Design (Configure) 
ePortal is designed with a "mobile-first" approach, built on the Bootstrap framework. It's a highly adaptable 
portal where the city internal users can utilize eAdmin to configure content, terms and conditions, rules, 
enable/disable programs, and co-browse user sessions.  
 
Once the project is kicked off and the initial project schedule is created, we are ready to move into the 
Configure phase of the project. Below are the key activities and deliverables that will occur during this 
phase. For a cloud deployment, i3 Verticals will take responsibility for environment setup and 
configuration. i3 Verticals will conduct workshops to review the city business requirements, ePortal, 
eAdmin, and configuration settings included with the solution. The content management system will be 
demonstrated, and the city will review the content that has been converted from the existing website. This 
content includes on-screen messaging, email content, and enrollment policies displayed to the user. This 
will be where we conduct a detailed gap analysis.  
 
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i3 Verticals will update the outcomes of these workshops into the requirements document, which is based 
on the requirements and i3 Verticals response to this RFP. i3 Verticals will configure and integrate the 
systems based on these requirements in the city development instance.  
 
i3 Verticals will document these requirements in a requirements tracibility matrix and provide to the city 
for traceability. This document will be used to set up the ePortal system for testing as well as the installed 
application on the City's development environment.  
 
In addition to configuration information, i3 Verticals will capture any requirement or request that is not 
offered in the base product. A backlog document will be created and maintained throughout the duration 
of the project and provided to the city along with the initial requirements document. the city may decide 
to pursue one or more of the requirements listed in the backlog as a modification, however that would fall 
into the Project Change Request procedure.  
 
After the initial requirements document has been completed, i3 Verticals will begin configuring the base 
application in the i3 Verticals development instance. This configuration consists of setting system rules, 
different on-screen messaging, email and SMS content, corporate branding, and enrollment policies.  
 
Additionally, i3 Verticals will develop a functional design for the integrations with 3rd party systems and 
any City specific features or changes needed to the system based on the requirements. These functional 
designs will be reviewed and approved with the city and provided to the i3 Verticals technical team to 
update in the City’s development instance.  
 
ePortal is architected with flexibility and provides straightforward integration with existing SOAP services. 
The configuration process enables to specify service endpoints, manage WSDL files, and define necessary 
headers and security protocols. This ensures that the ePortal can seamlessly communicate with SOAP 
services, handling complex XML data structures and supporting operations such as data retrieval, updates, 
and transactional processing. ePortal also supports advanced features like WS-Security for secure message 
exchanges, ensuring compliance with enterprise security standards. 
 
Configuration and Customization 
ePortal integration capabilities are highly configurable, allowing users to tailor the setup according to 
specific business needs. Configuration settings can be managed through user-friendly interfaces or 
configuration files, providing flexibility for both technical and non-technical users. This includes mapping 
data fields between systems, defining data transformation rules, and setting up error handling and retry 
mechanisms. The tool also supports the creation of custom integration workflows, enabling complex 
business logic to be implemented with minimal coding effort. Data Mapping and payload transformations 
will be documented and submitted as required. 
 
Based on our Hybrid Agile Implementation methodology, the "Define" and "Design" phases follow a 
waterfall approach. This means that scope definitions and requirement workshops proceed sequentially. 
We do not begin builds, including configurations, until we have aligned on the scope and approved 
requirements. 
 
i3 Verticals is responsible for conducting workshops to review the city's business requirements and 
demonstrate the features in the i3 Verticals ePortal, the Admin Console, and the configuration settings 
included with the solution. During these workshops, i3 Verticals will also demonstrate the content 
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management system and allow the city to review the content converted from the existing website, including 
on-screen messaging, email content, and enrollment policies displayed to the user. 
 
i3 Verticals will document all these requirements in a "Requirements Traceability Matrix (RTM)" document. 
This document helps establish traceability, ensuring that the configuration aligns with the documented 
requirements. The RTM will be delivered to the City for review and approval, serving as the baseline for 
developing the Functional Design. 
 
Once the RTM is approved, i3 Verticals will update the outcomes of these workshops into the Functional 
Design Documents (FDD). These documents are based on the requirements outlined in the Request for 
Proposal (RFP). The FDD serves as a blueprint for the configuration and integration of the systems based 
on the City’s needs. Once the FDDs are approved, they are used to set up the ePortal system for testing 
and to install the application on the City’s development environment. 
 
The document approval timeline will be discussed and aligned with the City during the Define phase. 
 
Data Conversion 
i3 Verticals has extensive experience migrating existing customer registration and profile information from 
legacy products. Several steps are performed as part of the migration including mapping of all necessary 
data elements from the existing City platform to the ePortal profile database, scripts to validate exported 
data against the City’s existing customer account information, scripts to populate missing or incorrect data 
from export, communication, and settings to have customers validate/update information upon first login 
including password reset if required. Existing enrollment information such as paperless bills, budget bills 
or auto pay can be migrated and maintained by ePortal, however, we recommend retrieving enrollment 
information in real-time from CIS when available. If the information is not available in real-time, then 
ePortal will migrate and maintain enrollment information. i3 Verticals will migrate the customer profile and 
contact data from the current solution. This includes the profile names and the accounts that are 
associated with their profile. i3 Verticals will create a conversion design to document the extracted data file 
layout and the steps that will be performed to convert the data into i3 Verticals' profile database. i3 Verticals 
will perform small cycle runs as needed for testing and perform a full migration as part of the mock cutover. 
Data quality will be reviewed based on the extracted data from the current application and a plan will be 
made to address any known data issues. Exceptions in the migration will be identified and a plan will be 
created to address these. i3 Verticals utilizes custom scripts and creates conversion staging tables for the 
conversion process. Conversion activities and initial testing is typically performed in Dev and QA 
environments. Full / Mock conversions testing will occur in UAT or a separate Conversion environment. 
This is to ensure the performance and timing being what’s expected for Go-Live. i3 Verticals recommends 
User profile (User ID, Name, Email), Contact information, and Profile to Account type relationship(s). With 
this approach, customers will be able to use their existing User ID to login, they will be asked to generate a 
new, secure password and their existing Accounts will be immediately available in ePortal.  
 
As part of each step during user profile conversion, script execution outputs are reviewed, and reports are 
run to compare records from the source input vs target staging tables. For example, one of the controls is 
to validate the uniqueness of the User ID. Duplicate User IDs are provided in a report to the legacy CIS 
system allowing technical staff to perform data correction and/or fix in their export process. Mock 
Conversions will be performed, which are joint activities performed with i3 Verticals and the City Project 
Team to monitor the process through each step, review/validate results and address any bugs or issues 
that arise. i3 Verticals recommends two Mock Conversions with time between them to address any bugs 
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and optimize any timing of the steps. i3 Verticals will provide a template Conversion Spec to accelerate the 
conversion design/process. We will work closely with the City’s legacy CIS subject matter experts to map 
data to be converted, document the conversion process steps, and define additional controls/validations. 
This joint process will provide i3 Verticals key input about the legacy systems that will be incorporated into 
the conversion process.  
 
Integration 
Mitigating multiple and complex integrations with other third-party solutions requires a strategic approach 
with proactiveness. i3 Verticals' strategic approach to accomplish this is as follows: 
▪ 
i3 Verticals has collaborated with critical vendors of most third-party solutions to address all utility 
functional requirements comprehensively. This collaboration ensures that i3 Verticals has a deep 
understanding of the capabilities and specifications of these third-party solutions, enabling seamless 
integration and effective utilization to meet the City's functional needs. By working closely with these 
vendors, i3 Verticals can leverage their expertise and resources to enhance the functionality and 
performance of the integrated solutions, ultimately delivering greater value to the city and its 
stakeholders.  
▪ 
Pre-built Adapters: i3 Verticals has developed pre-built connectors or adapters for most third-party 
integrations. This approach significantly reduces integration risks for the city by providing ready-to-use 
solutions that have been thoroughly tested and optimized. 
▪ 
API Documentation: i3 Verticals proactively works with third-party vendors to provide updated 
documentation for their APIs. This ensures that developers have access to accurate and comprehensive 
information, allowing them to integrate with external systems more efficiently. 
▪ 
Testing and Validation Tools: i3 Verticals utilizes testing and validation tools to help developers ensure 
that integrations are functioning correctly. This includes tools for simulating API requests/responses, 
monitoring integration performance, and identifying potential issues or bottlenecks. By leveraging 
these tools, i3 Verticals can identify and address integration issues early in the development process, 
minimizing disruptions and ensuring a smoother implementation.  
 
Enable Design Phase Key Activities 
The table below is the RACI matrix for the project. City will use this RACI matrix to clearly indicate project 
responsibilities through the duration of the project. R = the part Responsible for performing the activity, A 
= the team Accountable for confirming the activity’s completion, C = the team Consulted on how the activity 
is to be performed, I = the team Informed of the activity’s completion, but is otherwise not involved in the 
activity. 
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ID 
Key Activity 
Related Deliverable (D) or Work 
Product (W) 
i3-Milestone 
City 
1 
Base Product Install 
Base Installation (W) 
R 
A 
2 
Configuration 
Documentation 
ePortal Configuration 
Document (D) 
R, C 
A 
3 
Configuration and requirements 
workshops conducted 
Configuration & Design 
Workshops (W) 
R 
R, A 
4 
RTM Document 
Requirements Traceability Matrix
(RTM) Document (D) 
R, C 
A 
5 
Corporate web page style guide 
Provided 
N/A 
I 
R, A 
6 
ePortal API structures provided 
ePortal API Structures 
Document (D) 
A, R 
C 
7 
ePortal Functional Design 
Document(FDD) - Base 
ePortal Base workbook/ Functional 
Document(D) 
R 
A 
8 
ePortal Functional Design 
Document – Integrations & 
City Specific(Custom) 
Portal Functional Document (D) 
R 
A 
9 
ePortal functional designs 
reviewed and approved 
Portal Functional Document 
Review (W) 
A 
R 
10 
Migration Current Portal 
Accounts 
Data Conversion Plan (D) 
C 
R, A 
11 
Attain the required approvals 
to establish connectivity (B2B 
or VPN) between CIS and the 
ePortal. 
CIS & ePortal connectivity 
established (W) 
C, A 
R, A 
 
 
 
Build (Development and Test) Interfaces 
Once the configuration workshop is complete and all third-party interfaces are identified, i3 Verticals will 
begin integrating ePortal to all third-party applications ensuring all interfaces are configured properly 
based on integration design documentation using single sign-on. This will include single sign on interfacing 
with payment, bill print vendor, and CIS services developed, made available by the city. 
 
Testing 
Once the Application Configuration has occurred, i3 Verticals will conduct a basic test ensuring that the 
application has been configured properly; the appropriate transactions are being created in the CIS. The 
testing verification will also include migration of existing content from any previous portal to i3 Verticals 
ePortal where it can be managed within eAdmin. i3 Verticals will make the base test cases available to the 
city when they are complete, and prior to Configuration Testing, so they can be used in the creation of UAT 
test cases. The configured software will be installed on the city’s Testing or Training environment once it 
has been successfully verified in Development. This environment will be used for User Acceptance Testing 
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and Training. If separate environments are needed, i3 Verticals will provide detailed installation 
instructions to the city, so that additional instances of the application may be brought online. 
 
ePortal Testing Overview  
Comprehensive Testing Process: This process ensures that the application is thoroughly tested and 
validated at each stage, from unit testing to User Acceptance Testing (UAT). The goal is to meet business 
requirements and ensure a high level of software quality. There is a strong collaboration between i3 
Verticals and the city throughout the testing process, emphasizing the partnership and coordination 
required to ensure successful testing. 
 
Types of Testing:  
The testing process includes different types of testing, with each type having specific responsibilities: 
▪ 
Unit Testing 
▪ 
Functional Testing 
▪ 
Quality Assurance (QA) Testing 
▪ 
User Acceptance Testing (UAT) 
 
Responsibilities: The city and Contractor will establish responsibilities of the parties for each type of testing, 
ensuring clarity in roles and activities. This testing process aims to validate the application's functionality, 
quality, and alignment with business requirements, and it leverages a hybrid approach that combines the 
best of Agile and Waterfall methodologies. 
 
Unit and Functional Testing: 
Application Configuration and Testing: 
The i3 Verticals Team will conduct unit and functional testing after the application configuration has taken 
place. This testing phase ensures that the application has been configured correctly and that the 
appropriate transactions are generated in the CIS (Customer Information System). 
 
Test Case Sharing: 
The i3 Verticals Team will provide the test cases to the city once they are completed. These test cases will 
be shared before the Functional Testing phase is completed and start of QA testing so that the city can use 
them in the creation of their QA test cases. 
 
Test Results Sharing: 
Test results sharing is a crucial part of ensuring transparency and collaboration between i3 Verticals and 
the City during the development and testing process. The i3 Verticals Team is responsible for conducting 
tests on the features identified for development in each sprint. 
▪ 
Test Results and Test Plan: The i3 Verticals Team provides the city with test results, typically in the form 
of an updated Test Plan spreadsheet & results in word document. This spreadsheet identifies each test 
case and specifies whether it has passed or failed. 
▪ 
Frequency: Test results are shared at the end of each sprint. Sprint boundaries are used to group 
related development tasks, and the results of testing on the features developed during a specific sprint 
are shared at the end of that sprint. 
▪ 
Feature Demos: If needed, the i3 Verticals Team may provide demos of the features to the city's QA 
testers. These demos help ensure that the city's testing team understands how the features are 
intended to work and can conduct their testing effectively. 
 
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Testing Environment: 
Unit and Functional testing will be performed in the Development (Dev) environment. This testing will take 
place after the configured software is installed on the city's Dev environment. 
 
Sprint-Based Testing: Unit and Functional testing will be organized into sprints and will follow the 
prioritization of features that occurred for the Development phase. 
 
This structured approach to unit and functional testing ensures that the application is thoroughly tested 
and that test cases are shared for further quality assurance efforts. It also considers different factors that 
influence the prioritization of testing efforts during sprints. 
 
Quality Assurance (QA) Testing: 
Responsibility: QA Testing is the responsibility of the city. The city's role is to validate and confirm that the 
features delivered by the i3 Verticals Team have been correctly configured and tested. 
 
QA Plan and Test Cases: The city is responsible for developing a QA Plan and Test Cases if necessary. These 
Test Cases can be created using the Functional Test Cases provided by the i3 Verticals Team. 
 
Test Environment: Once the configured software has been successfully verified in the Development 
environment, it will be installed on the City's Test/QA environment. The Test/QA environment is specifically 
designated for QA Testing and is separate from the Development environment. 
 
This approach ensures that the city takes ownership of QA Testing, including the development of a QA Plan 
and Test Cases. It also emphasizes the need to transition the configured software to a dedicated Test/QA 
environment for thorough quality assurance testing before starting the User Acceptance Testing (UAT) by 
the City’s business team. 
 
User Acceptance Testing (UAT): 
The objective of UAT is to ensure that a specific business function is functioning correctly within the end-
to-end process of the changed/Developed application. It verifies that the changes in code and configured 
components work seamlessly within the business function and meet the requirements of the city’s 
business community. 
 
The city's Responsibilities: The city is responsible for creating UAT test cases as needed and the execution 
of all UAT test cases. 
 
i3 Verticals Team Support: 
▪ 
The i3 Verticals Team will provide functional and technical support for the city's User Acceptance 
Testing. 
▪ 
This support includes helping the city in creating a UAT plan if needed. 
▪ 
The i3 Verticals Team will assist in triaging issues identified by the city's business during UAT. 
▪ 
They will address these issues through configuration, coding corrections, or potential training solutions 
based on their priority. 
▪ 
The i3 Verticals Team will provide the City with Functional Test Cases to be used in creating the city's 
UAT test cases. 
 
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This approach ensures that the city is actively involved in UAT, from creating test cases to execution, with 
support from the i3 Verticals Team. It also emphasizes the use of Functional Test Cases to assist in creating 
the city-specific UAT test cases and effective project management oversight to meet agreed-upon 
deadlines. 
 
The development (configure and build) process will follow a sprint methodology. Features will be 
developed in sprints, tested by the i3 team, and demoed to the city's IT and business team. After this, 
features will be migrated to the Test environment for Quality Assurance (QA) testing. 
 
i3 Verticals will prioritize the features within these sprints based on different dependencies, including 
essential features with approved requirements that do not rely on other city or third-party systems. 
Features involving approved requirements for integration with third-party systems and customizations 
specific to the city will be scheduled for later sprints. 
 
This process ensures that dependencies are identified early, and features are prioritized accordingly, so 
the delivery of features is not delayed and can be well-planned. The city's team, including business 
members, is involved in sprint demos and QA, which provides the advantage of gathering feedback from 
the business and makes them comfortable when they start User Acceptance Testing. Early involvement 
with the business ensures alignment with the scope and allows for consideration of any business needs 
that can be prioritized accordingly. 
 
In a product implementation project, addressing testing issues effectively is crucial to ensure a smooth 
acceptance testing process. As part of our methodology, providing features sprint-wise and involving the 
business early reduces defect density. However, i3 Verticals will follow the below ticketing process to fix 
issues and speed up acceptance testing without any impact: 
▪ 
Ticketing and Issue Tracking: Create tickets or issues for each identified testing issue. Use a dedicated 
issue tracking system to manage these with relevant details. 
▪ 
Prioritization: Prioritize testing issues based on business criticality and risk. Consider the impact on 
functionality, user experience, and project timelines, and allocate resources accordingly. 
▪ 
Resolution: Break down the testing process into manageable chunks. Divide the issues into smaller 
tasks that can be addressed incrementally. Regularly monitor progress and adjust priorities as needed. 
▪ 
Collaborate with city: Our development teams work closely with the city team to resolve issues 
promptly. Conduct retesting after fixes and demo these resolved issues. 
 
i3 Verticals believes that effective communication among stakeholders is essential to prevent delays during 
acceptance testing. By following these steps, we streamline the testing process and ensure smoother 
acceptance and a successful software launch. 
 
Enable: Build and Test Phase Key Activities 
The table below is the RACI matrix for the project. City will use this RACI matrix to clearly indicate project 
responsibilities through the duration of the project. R = the part Responsible for performing the activity, A 
= the team Accountable for confirming the activity’s completion, C = the team Consulted on how the activity 
is to be performed, I = the team Informed of the activity’s completion, but is otherwise not involved in the 
activity.  
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ID 
Key Activity 
Related Deliverable(D) or 
Work Product(W) 
i3- Milestone 
City 
1 
DEV Application Provisioned & 
Configuration 
N/A 
R, A 
C, I 
2 
Code Applied to Dev 
Environment by Sprints 
N/A 
R, A 
C, I 
3 
Integrated applications such as as CIS, 
Payment Vendor, Bill images, Address 
validation and MDM provisioned 
N/A 
C 
R, A 
4 
Corresponding services developed 
within interfacing applications such as 
CIS, Payment Vendor, Bill images, 
Address validation and MDM 
N/A 
C 
R, A 
5 
Current Portal Accounts extract file is 
provided with data based on the 
format 
N/A 
C, I 
R, A 
6 
Profile migration (Current Portal 
Accounts) extract scripts are 
developed 
N/A 
R, C, I 
R, A 
7 
Functional Test Plan and Test cases 
delivered 
ePortal Base Test Case 
Matrix (D) 
R, A 
C, I 
8 
Updated Functional Test cases & 
results delivered (By sprints) 
ePortal functional Test 
results for sprints (W) 
R, A 
C, I 
9 
ePortal QA Environments 
Provisioned 
QA Environment (D) 
R, A 
C, I 
10 
City’s QA Environments 
Provisioned 
QA Environment (D) 
C   
R, A   
11 
QA Validation completed 
Test Results Matrix (W) 
C, I   
R, A   
12 
ePortal UAT Environment 
Provisioned 
UAT Environment (D) 
R, A   
C, I   
13 
City’s UAT Environments 
Provisioned 
UAT Environment (D) 
C   
R, A   
14 
UAT test cases created 
Test Case Repository (W) 
C, I   
R, A   
15 
UAT Testing Completed 
Test Results Matrix (W) 
C, I   
R, A   
16 
ePortal Training Material Provided 
Training Documentation 
(D) 
R, A   
C, I   
17 
Training needs assessment 
Training Needs Assessment 
Results (W) 
C   
R, A   
18 
City specific training 
material prepared 
Training Documentation 
(D) 
C   
R, A   
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ID 
Key Activity 
Related Deliverable(D) or 
Work Product(W) 
i3- Milestone 
City 
19 
City Trainers Trained(TtT) 
Train the Trainer (W) 
R   
A   
20 
Baseline performance metrics 
provided for existing applications 
Performance Metrics (W) 
I   
R, A   
21 
Go live transition criteria mutually 
agreed and approved by steering 
committee 
Go-Live Plan (D) 
C   
R, A   
22 
Integrate ePortal to the 3rd. party 
interfacing applications. 
N/A 
R, A   
C   
 
Deliver (Final Prep) 
In the Final Prep phase, we are preparing for all systems to be ready to go online. We are making sure all 
users are prepared, trained, and doing all final systems checks.  
 
The i3 Verticals Team will update the final configuration settings in the development system. These final 
changes may include true configuration settings or field changes on the different screens. The i3 Verticals 
Team does not anticipate reaching this phase of the project and having to configure new modules for the 
city.  
 
The final configuration settings will be tested in the development instance and then installed on the city's 
development system. A final verification test will be performed to ensure the final configuration settings 
are operating correctly in the city’s development environment. 
 
Final Prep/Deployment Phase Key Activities 
The table below is the RACI matrix for the project. City will use this RACI matrix to clearly indicate project 
responsibilities through the duration of the project. R = the part Responsible for performing the activity, A 
= the team Accountable for confirming the activity’s completion, C = the team Consulted on how the activity 
is to be performed, I = the team Informed of the activity’s completion, but is otherwise not involved in the 
activity. 
 
ID 
Key Activity 
Related Deliverable (D) or 
Work Product (W) 
i3- Milestone 
City 
1 
Performance Testing Completed 
Performance Test Execution 
Plan(D) 
R, A    
R    
2 
City End User Training & 
Knowledge Transfer Completed 
Training & Knowledge 
Transfer (W) 
 C    
R, A    
3 
ePortal Production Environments 
Ready 
ePortal PROD 
Environment (D) 
R    
A    
4 
City3rd. Party Production Environments 
Configured/Integrated 
3rd. Party PROD 
Environments Ready (W) 
C    
R, A    
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ID 
Key Activity 
Related Deliverable (D) or 
Work Product (W) 
i3- Milestone 
City 
5 
Communication Plan Executed 
Work Product 
C    
R, A    
6 
Go Live Cut Over Plan updated 
Go Live Cut Over Plan(W) 
R    
R, A    
7 
Approval to go live from 
Stakeholders 
Go/No-Go Decision (W) 
R, I    
R, A    
8 
List of non-Sev 1 or Sev 2 defects to be 
resolved post go- live identified 
Remediation Plan (D) 
A    
R    
9 
Update Product Backlog 
Product Backlog (D) 
R    
A    
10 
Establish post go-live support 
model (ongoing) 
Operational Support Guide 
(W) 
R    
R, A    
 
Stabilization: Warranty (Go-Live and Post Go-Live Support) 
i3 Verticals will provide post-go-live support to the city to assure the Application installation and 
configuration is operating as expected in Production. These support tasks include triage of issues reported 
by the city, researching data or software issues, proposing solutions to correct issues in the system, 
answering questions regarding the functionality of the system. This support period is usually for four weeks 
post go-live then the city will transition to the proposed i3 Verticals managed services.   
 
The i3 Verticals Project Manager will be responsible for working with the city PM to define the project, the 
objectives, criteria for success, and assumptions and constraints. The roles and responsibilities should be 
defined as part of the Statement/Scope of Work (SOW) along with the process for change management, 
budgeting, document management, communications, and managing risk and issues. i3 Verticals' project 
management methodology includes 6 key PMO areas that need to be established at the program onset to 
ensure clear communication, management, and reporting.  
 
At the end of the Go-Live Support Phase, i3 Verticals shall provide the city with a letter documenting the 
Phase has been completed. The Phase will be determined complete when each deliverable of the Phase, 
as defined in the section above, has been accepted and approved by the city. The letter will be signed by 
both parties. In addition, any identified Work Products are established and are being used effectively to 
manage the project and meet Work Product Standards. The i3 Verticals Project Manager will provide the 
following documents throughout the project to update stakeholders on the progress of the project. 
 
i3 Verticals provides transition services from implementation to our support model as part of the post go-
live support phase of our methodology. Key project resources will provide on-site support for a mutually 
agreed upon length of time. Additional resources support the effort remotely. Any identified challenges 
will be triaged and assigned to resources to resolve in a timely manner. Daily defect meetings will be 
scheduled to discuss open issues and provide delivery schedule for corrections. Prioritization of issues will 
be discussed during the daily meeting however critical items will be assigned immediately. Typically, full i3 
Verticals staff is on-site for approximately 1 week post go-live. 
 
Training, job aids and troubleshooting cheat sheets will be made available to operations staff. In addition, 
during post go-live stabilization, key i3 Verticals experts will be available to assist, train and provide 
guidance on troubleshooting techniques. 
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To close out this project phase, i3 Verticals will summarize all project information and artifacts, create a 
checklist utilizing the scope of work, include any additional change requests that were not part of the 
original scope, and leave with you a complete status on the state of the project in a memo before we 
depart. We will ensure that all of your documentation is properly inventoried and in a library for future 
reference by your functional and technical teams. You will have all of your development notes, project 
artifacts, a complete functional and technical library, all of your design documents inventoried, and include 
a letter of acceptance. The i3 Verticals Team will leave you with all required forms and documents that will 
prepare the city for any future project audits. 
 
Go-Live and Support Phase Key Activities 
The table below is the RACI matrix for the project. City will use this RACI matrix to clearly indicate project 
responsibilities through the duration of the project. R = the part Responsible for performing the activity, A 
= the team Accountable for confirming the activity’s completion, C = the team Consulted on how the activity 
is to be performed, I = the team Informed of the activity’s completion, but is otherwise not involved in the 
activity. 
 
ID 
Key Activity 
Related Deliverable (D) or 
Work Product (W) 
i3- Milestone 
City 
1 
Determine command center, necessary 
facilities/equipment, and communication 
connectivity 
Command Center (W) 
C 
R, A    
2 
Determine on-call team and 
schedule. 
Staff & Schedule (W) 
R    
R, A    
3 
Escalation process 
Escalation Process & 
Contact Method (W) 
R    
R, A    
4 
Decommission and update legacy apps 
and links. Ensure all customer 
connections and educational support 
materials are updated. 
N/A 
I    
R, A    
5 
Transition to post Go-Live 
support model 
Operational Support Guide 
(W) 
A    
R, A    
6 
Determine if product stable and 
performing per requirements and if all 
necessary severity 1 and 2 defects and 
issues have been resolved appropriately 
Project Completion 
Document (D) 
R, A    
R    
 
Once the City and i3 Verticals have finalized the project, support will transition to maintenance or managed 
services. i3 Verticals will complete a transition plan where resources are assigned, functionality discussed, 
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process for gaining access to the system, etc. are outlined. Managed Services resources typically begin 
participating in project activity immediately following go live and work with the project team during the 
post go live stabilization period. The city will be assigned a designated resource as their primary point of 
contact and provided with instruction regarding reporting issues. Recurring meetings will be set up with 
the city designated product owner(s) under Managed Services. 
 
i3 Verticals' support team is a remote work force that is available 24x7.  i3 Verticals' managed support 
monitors ePortal and ensures the application is up and available in addition to providing support to the 
city on a 24x7 basis. Our average team consists of 10 team members including Project QA, Project Manager, 
Functional Delivery Lead, Functional Consultant, Web Architect, Web Developer, Integration Architect, CIS 
Integration Developer, Tester, and Training/OCM Consultant. 
 
Support Services 
Support services include the services to configure, integrate, manage, and provide access to applications, 
software, databases, platforms, infrastructure, and other tools included in this proposal. 
 
Training Delivery Methodology 
Unless otherwise determined by the Training Needs Assessment, the delivery method will be instructor-
led virtual instruction. Instruction will be presented in a repeatable and structured approach. Each session 
will be led by the i3 Verticals training lead with the support of at least one resource from the city.  
 
Technical resources will be available via telephone for any issues that arise. To maximize individual 
attention and retention of training content, a maximum of 10 participants will be invited to each training 
course. The number of classes and class size will also be dependent upon the total number of end-users 
available and their respective commitment to operational duties. 
 
Scheduling and Invitation Process 
The registration process is as follows: 
▪ 
The city Training Lead requests lists of end-users and their job roles from people managers. They are 
also expected to provide any participant requests for reasonable accommodation including those of 
the hearing-impaired population to adjust the Training Schedule accordingly. They will also be asked to 
confirm employee internet access for remote training. 
▪ 
The Training Lead will create training session invites following the Training Schedule. 
▪ 
The People Managers will assign participants from their areas to training that they need to attend as 
determined by the Training Lead. 
▪ 
The city Training Lead will enroll participants in their corresponding sessions using mutually agreeable 
platforms. 
▪ 
The city Training Lead will notify participants when and where they need to attend training as well as 
other details of their participation as they coordinate sessions. 
 
i3 Verticals Trainer will receive copies of the training rosters prior to delivering their sessions and will 
ensure that all participants are documented as attending.  
 
i3 Verticals will provide training to all city project team members to familiarize them with the product 
terminology, functionality, and navigation/use of the solution to prepare for design workshops and future 
project activities. The training will cater to both functional and technical audiences and will include 
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providing and facilitating hands-on training environments using the city-specific configuration and 
associated test data. We will also provide workflow and processes, including appropriate desktop 
procedures/job aids/quick reference user guides, and data. 
 
A detailed training assessment will be conducted based on the SOW and defined functional requirements 
for the project. Based on the training needs assessment a detailed training plan will then be created. These 
trainings will be led by the i3 Verticals Training Lead. 
 
While i3 Verticals provides comprehensive training for all essential resources to manage the business, we 
also offer tailored training and required documentation for the city's non-technical staff to assist in the 
maintenance or operation of the system. i3 Verticals will provide the ePortal product’s runbooks, with 
materials customized to their functional responsibilities. Below is an outline of i3 Verticals' potential 
courses, along with the functional responsibilities covered and the expected audience members' roles and 
positions within the city: 
 
▪ 
Runbooks and Functional Design Documents: System Overview and Navigations: Introduction to the 
system's architecture, main features, and basic navigation techniques. Understanding of system 
components and their interconnections. 
▪ 
Configuration Document: Training on configuring system settings and parameters according to the 
city’s requirements. Understanding of system customization options, including user preferences, 
workflows, and business rules. 
▪ 
Content Management: Instruction on managing and organizing content within the eAdmin system, 
including configurable customer messages and online messages. 
▪ 
Role Management Document: Managing user roles, permissions, and access controls within the 
eAdmin system. Training on role-based security models, user provisioning, and authentication 
mechanisms. 
 
These courses are designed to equip the city staff with the necessary knowledge and skills to effectively 
support and utilize the system in their respective roles. 
 
i3 Verticals involves the city's team, including the Train the Trainer and any business users, early in the 
project as part of Sprint Demos. We will provide training to all city project team members to familiarize 
them with the product terminology, functionality, and navigation/use of the solution, preparing them for 
design workshops and future project activities. However, we recommend starting the Train the Trainer 
program in the later part of UAT, so most of the features are already approved by the business. This timing 
ensures that the team can also prepare for end-user training, address any further training needs, and be 
well-prepared for the Go Live. 
 
On-site training is available upon request from the city. The trainings will be conducted at no cost to the 
city. i3 Verticals may invoice the city for travel costs incurred in accordance with Exhibit B.  
 
4.  
RESOURCE PLAN  
 
The i3 Verticals resources for the ePortal implementation of the Chandler project are described in the 
table below. These are projected resources and i3 Verticals will provide what is needed to meet the 
timeline. i3 Verticals warrants that they will provide experienced and qualified personnel to perform 
the Services and Deliverables. 
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Role and 
Description 
M 1 
M 2 
M 3 
M 4 
M 5 
M 6 
M 7 
M 8 
M 9 
M 
10 
M 
11 
M 
12 
Project Exec 
0.1 
0.1 
0.1 
0 
0.1 
0 
0.1 
0 
0.1 
0 
0.1 
0.1 
Project Manager 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Functional Lead 
0.1 
0.25 
0.25 
0.25 
0.25 
0.1 
0.1 
0.1 
0.1 
0.1 
0.1 
0.1 
Technical Lead 
0 
0 
0.25 
0.5 
0.5 
0.25 
0.25 
0.25 
0.25 
0.1 
0.1 
0.1 
Web Developer 
0 
0 
0.5 
0.5 
0.5 
0.5 
0.5 
0.5 
0.5 
0.25 
0.25 
0.25 
CIS Development 
Lead 
0 
0 
0.25 
0.25 
0.25 
0 
0 
0 
0 
0 
0 
0 
CIS Developer 
0 
0 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Functional 
Consultant – BA and 
Test Lead 
0 
0.5 
0.5 
0.5 
0.5 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Functional 
Consultant - Tester 
0 
0 
0 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Training Consultant 
0 
0 
0 
0 
0 
0 
0.1 
0.1 
0.1 
0.1 
0 
0 
 
City Resources: The table below provides city staffing levels by month. It assumes the functional leads 
are knowledgeable and empowered to make decision and approved designs based on input from 
SMEs. The Configure, Build, and Final Prep phases of the project will require periodic time 
commitments from other individuals from the business, not identified as part of the project team. 
Contractor expects most of these to be half day to one day commitments, although some activities 
(like data cleansing and user acceptance testing could be substantially more). 
 
Role and 
Description 
M 1 
M 2 
M 3 
M 4 
M 5 
M 6 
M 7 
M 8 
M 9 
M 
10 
M 
11 
M 
12 
Project Manager 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Functional/Business 
Lead 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Business Analyst/ 
OCM/Training 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Technical Lead 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Integration SME 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
Infrastructure/Tech 
Arch 
0 
0.1 
0.1 
0.1 
0.1 
0.1 
0 
0 
0 
0 
0.1 
0.1 
Test Lead 
0 
0 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
0.25 
QA Testers 
0 
0 
0 
0 
0.5 
0.5 
0.5 
0.5 
0 
0 
0 
0 
Business Users as 
needed 
0 
0 
0 
0 
0 
X 
X 
X 
X 
X 
 
 
Trainer 
0 
0 
0 
0 
0.1 
0.1 
0.1 
0.1 
0.1 
0.1 
 
 
OCM Consultant 
0 
0 
0 
0 
0.1 
0.1 
0.1 
0.1 
0.1 
0.1 
0.1 
0.1 
 
5.  
SERVICE LEVELS AND SUPPORT 
 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

i3 Verticals will provide all necessary resources to ensure the City has complete System Functionality, 
technical expertise for troubleshooting and issue resolution, and all applicable updates and upgrades to 
the System.  
 
i3 Verticals will provide 24 x 7 x 365 telephone and e-mail support for assistance in identifying and resolving 
Defects and will be available to answer questions related to the operational use of the System. This includes 
an after-hours contact and access to an online defect tracking system. 
 
Defects will be logged and assigned a severity and a priority base on the definitions below.  The severity is 
a representation of the degree of impact that a defect may have, the priority specifies business importance. 
 
The party that identifies a defect (either the city or i3 Verticals) will allocate the severity and priority using 
the severity and priority level definitions.  The city may then triage unresolved defects to validate and if 
necessary, update the severity and priority.  If i3 Verticals disagrees with a defect classification set by the 
city, the conflict resolution process will be followed.  Our team is available 24/7, ensuring that support is 
always accessible whenever it is needed. 
 
The ticketing process includes: 
▪ 
Issue Reporting: Users can report issues through various channels, ensuring that problems are quickly 
identified and logged. 
▪ 
Ticket Creation: Each reported issue is documented in our ticketing system, where it is assigned a 
unique identifier for easy tracking. 
▪ 
Initial Assessment: Our support team conducts an initial assessment to understand the nature and 
severity of the issue. 
▪ 
Prioritization: Issues are prioritized based on their impact on the utility’s operations, ensuring that 
critical problems are addressed promptly. 
▪ 
Investigation and Diagnosis: Our team of experts investigates the issue to diagnose the root cause. 
▪ 
Resolution: Depending on the diagnosis, our team works on providing a fix or workaround to resolve 
the issue. 
▪ 
Testing: Any code changes or fixes undergo rigorous testing to ensure they effectively resolve the issue 
without introducing new problems. 
▪ 
Code Acceptance: Once the fix is verified, it is accepted and implemented into the production 
environment. 
▪ 
Communication: Throughout the process, we maintain clear and regular communication with the 
stakeholders, keeping them informed of the progress and resolution status. 
▪ 
Closure: After the issue is resolved and accepted, the ticket is closed, and a detailed report is provided 
for future reference. 
This mature and systematic approach ensures that all issues are handled efficiently and effectively, 
minimizing downtime and maintaining the stability and reliability of the utility's operations. 
 
Issue Prioritization and Service Levels 
 
The following tables describe issue prioritization and service levels. 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Summary of Support Services 
The Contractor will provide the City with the Services in accordance with the Agreement and as outlined in 
this Exhibit to support the self-service solution. The Scope of Services includes: i) Software Maintenance, ii) 
Application Managed Services, and iii) Application Hosting Services. These services are defined in the 
sections below: 
Software Maintenance 
Contractor will ensure that ePortal will function according to the specifications and documentation, and 
resolve interruptions or errors associated with the ePortal. Contractor will provide assistance in triaging 
issues reported by the City and provide corrections to issues that arise from the ePortal, whether or not 
they are determined to be within specification. Priority & Severity levels will be determined by the city. 
Source code corrections will be developed and tested in a development environment by the Contractor. 
The following services are provided as part of Software Maintenance: 
a. Timely perform Defect Triage and Corrections related to the ePortal applications. 
b. Timely conduct Defect Functional Testing in the Development environment to ensure the system is 
operating as per Specification or Documentation. This may include integration / interface operation 
and testing. 
c. The city will be responsible for testing, in a timely manner, the solution to the Defect in the upper non-
Production environments and approving the code for promotion, provided that any city approval does 
not reduce or relieve Contractor of its obligations under the Agreement or this SOW. 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Scope of Software Maintenance: 
Contractor will provide software maintenance services to the City to ensure ePortal is functioning as per 
the defined documentation and specifications. Contractor will correct errors with the ePortal software 
according to reports & details provided by the City or internal Contractor sources with approval from the 
city. 
 
Defect Triage and Corrections  
Contractor will provide the following Services to maintain and support the functionality of the ePortal 
Solution: 
• 
After verifying all ePortal dependent systems are operational and communicating, the Ccty will report 
a suspected Defect in ePortal to Contractor, Contractor shall attempt, based upon information 
provided by the city, to recreate the suspected Defect in a non-production instance. If the Defect is 
confirmed, Contractor shall use commercially reasonable efforts to provide Licensee a Correction 
• 
Contractor will be responsible for correcting Defects in any version of ePortal for which it is continuing 
to provide support. Contractor guarantees that, as long as city remains current in its support services 
subscription, Contractor will support prior releases for a the Term of this Agreement and any renewal 
periods—up to 4 renewal periods, currently not expected to exceed 10 years. 
• 
The city agrees to implement all Corrections provided by Contractor within 60 calendar days. 
• 
If the Contractor determines that the defect is not an issue that can be addressed through the source 
code, the Contractor will provide a justification to the City on why the issue is out of scope. The city 
may request Contractor to provide a cost estimate to make the change requested by the city. 
• 
The city is responsible for data changes in ePortal, data analysis, working and identifying issues and 
confirming ePortal changes before they are moved into the Production environment. 
• 
The city will assist the Contractor with defect resolution when reported errors from production cannot 
be replicated in test environments. 
• 
The city will assign a priority, using the Defect and Severity Levels defined in the table to tickets 
associated with such system changes such that the Service Level associated with processing these 
changes is appropriate for THE CUSTOMER’s business. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
i3- Milestone 
Log defects in Contractor defect tracking tool and provide steps to 
recreate & documentation related to the defect report. 
R 
I 
Log defects in Contractor defect tracking tool identified in test 
environments 
I 
R 
Recreate defects in test environments to facilitate correction 
C 
R 
Triage issue reports and attempt to recreate defect 
I 
R 
Source Code Corrections for defects in the Contractor provided 
software 
I 
R 
Source Code Corrections for any City owned or 3rd Party software 
defects 
R 
C 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Execute Functional Test on any Corrections in the Development 
Environment. 
I 
R 
Ensure 3rd party applications are available for Functional Testing (if 
necessary) 
R 
C 
Execute functional testing in QA instance 
R 
I 
Support testing in QA / PreProd Instances 
I 
R 
Source code promotions for City owned or 3rd Party software 
R 
I 
Approve Code Promotions into Production. 
R 
I 
 
Defects Severity Levels 
When city reports an incident in ePortal system to Contractor, Contractor will recreate the incident in a test 
environment based on the information provided by city and confirm that the incident is a Defect. If the 
Contractor is not able to recreate the issue in a test environment, the city will assist the Contractor to 
facilitate an understanding of the issue. In the event the city would like to request a modification to the 
system, the Contractor will provide a cost estimate and the procedure defined in Modifications and 
Enhancement section will be followed. 
 
The city will classify the defect in accordance with the following severity incident guidelines. These Incident 
Severity Levels should always be mutually agreed upon. 
 
Availability and Contacts 
Contractor will make technical support available to the city by web user interface or email twenty-four (24) 
hours per day, seven (7) days per week. Contractor support personnel will provide the city with remote 
assistance for help in using and operating the System and to accept reports of Defects in the System. 
Contractor will ensure that each of its personnel performing any Support Services are experienced, 
knowledgeable, and qualified in the use, maintenance and support of the System.  
Contact information for technical support is as follows: 
 
 
 
Web Interface: 
Contractor defect tracking system 
After Hours Telephone Dedicated phone number will be provided 
 
Contractor may change any of the foregoing contact information from time to time by delivery of not less 
than thirty (30) days prior written notice to the city, so long as at least one number or address is at all times 
available for each means of contact. 
 
Application Modifications and Enhancement 
Enhancement Requests shall have the business requirements documented by the city. Contractor will 
review these requests to determine a high-level functional design/financial estimate for review by the city. 
If approved, Contractor will design the enhancement. The enhancement will be reviewed by the city. If 
approved, the enhancement will be developed in the city’s development environment. The enhancement 
will be functional tested by the Contractor. Once the functional test has been completed, the enhancement 
will be promoted to the QA/Test environment for the city to perform QA and UAT testing. Once the 
enhancement has been accepted by the city, the enhancement will be promoted to production and 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

supported as part of the Managed Services agreement. 
 
The city shall submit requests for Enhancements or Modifications as Change Requests pursuant to the 
Change Management Process in the MSA. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City I3 Verticals 
Request Modification/Enhancement 
R 
I 
Provide requirements for 
Modification/Enhancement (Contractor will assist 
in reviewing and commenting on such 
requirements) 
R 
C 
Provide an estimate for the 
Modification/Enhancement using a Change Request 
document 
I 
R 
Review estimate and provide written approval for 
the Change Request document 
R 
C 
Develop and document test procedures 
I 
R 
Perform development activities which may be 
changing of code or developing new code. 
I 
R 
Perform Administrative Portal configuration change 
R 
C 
Perform configuration change not accessible to city 
I 
R 
Implement system patches 
C 
R 
Perform unit testing of the ePortal component as 
appropriate 
I 
R 
Perform user acceptance testing of the end-to-end 
solution 
R 
I 
Provide final functional sign-off 
R 
C 
Validate Changes before they are moved to 
Production environment 
R 
C 
Validate postproduction implementation 
R 
C 
Deploy any 3rd party related changes to the 
Production environment 
R 
C 
 
Managed Services 
Contractor will operate the ePortal applications on behalf of the city and provide necessary staff to ensure 
the application is up and available. Meetings and status reporting will occur between Contractor and the 
city. The source code will be managed, upgraded (adhering to the Contractor’s release schedule) and 
promoted by the Contractor. The following services will be performed by the Contractor and provided as 
part of Managed Services: 
a. Any and all patches, enhancements, updates, upgrades and new versions of the ePortal that 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Contractor makes generally commercially available as part of the product release schedule. Any such 
patches, enhancements, updates, upgrades and new versions will be covered by the Managed Services 
defined. 
b. Provide support for operational and troubleshooting issues and the applicable resolutions as needed 
within the guidelines set forth herein. 
c. Monitor ePortal and ensure the application is up and available for the CUSTOMER’s employees, 
contractors, and end-users and provide support to the city on a 24x7 basis. 
d. Managing ePortal source code and promotion through the testing and production environments. 
e. Updates and management of configuration and content that does not reside within ePortal Admin 
console with the city. 
f. Reporting of issues and resolution progress as set forth herein. 
 
Scope and details of ePortal Managed Services: 
Contractor will provide the city with the Managed Services related to ePortal as described in this section. 
The city may request services by creating a ticket in the Contractor ticketing system or other system as 
mutually agreed upon. The city will assign a priority using the Incident and Severity Level defined. The 
Contractor’s representative will review the request and work with the city to fully understand the request. 
The city will be responsible for all approvals to promote any source code, configuration, content or any 
other system changes through the environment stack, as well as any changes to non-Contractor controlled 
applications. 
 
Configuration Management 
Contractor will provide the following Configuration Management Services to maintain and support the 
functionality of the ePortal Solutions. Contractor will be responsible for updating Configuration settings in 
the ePortal Admin Portal and promoting the changes through the lower environments and into Production. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City I3 Verticals 
User Creation and Role Assignment 
R 
C 
Add or remove a user update User role assignment 
R 
I 
Request Configuration setting updates in Admin Portal & 
assign priority. 
R 
I 
Change Configuration settings in Admin Portal 
C 
R 
Promote configuration settings in all portal environments. 
C 
R 
Approve configuration setting promotions. 
R 
I 
Assign Priority to requested changes. 
R 
C 
 
ePortal Customer Notification Management 
Contractor will configure the SMS and email notification engine and ensure that ePortal related City 
notifications are being sent out and provide a user interface to show notifications sent. The city and 
Contractor will each perform their respective responsibilities as set out in the Responsibility Matrix below 
(R = Responsible, A = Accountable, C = Consults, I = Informs): 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Function 
City 
I3 Verticals 
Manage email server used for outbound City 
communication generated by ePortal 
I 
R 
Review and correct failed emails.e 
R 
C 
Run ePortal batch jobs to generate outbound City 
notifications 
I 
R 
Manage outbound text service used for outbound City 
communication generated by ePortal 
I 
R 
Assign Priority to requested changes. 
R 
C 
Generate batch files of accounts or profiles for 
notifications triggered by 3rd party applications. 
R 
I 
 
ePortal Content Management 
Contractor will provide a mechanism that allows a functional user (either city or Contractor) to be able to 
edit and publish content on ePortal. 
 
City will be responsible for managing the configured Content using the Admin module This includes 
changes in the lower environments and into production. Contractor will provide the required support. 
 
Contractor will be responsible for managing and changing any content that cannot be managed through 
the Admin module and promote these changes through the lower environments and into production. The 
city and Contractor will each perform their respective responsibilities as set out in the Responsibility Matrix 
below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Edit content through the Admin portal in lower 
environments 
R 
I 
Publish content 
R 
I 
Edit content through the Admin portal in production 
environment 
R 
I 
Approve all non-Admin portal content changes 
R 
I 
Update non-Admin portal content changes 
C 
R 
Promote non-Admin portal content changes 
I 
R 
Assign Priority to requested changes 
R 
C 
Support/provide backup resources to edit and publish 
Admin content in lower and production environments 
A 
R 
 
Code Migration / Promotion Management 
Contractor will be responsible for managing the source code and promoting ePortal related source code 
from one environment to another. Contractor will track the code in an online source code repository 
(GitHub) and will be responsible for checking code out/in. Code promotions will be based upon the 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

approval of the city. The city will be responsible for source code managed of city controlled applications 
(any applications not provided by Contractor). Contractor and the city will collaborate on source code 
promotions that are dependent on more than one system. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Execute tests on any fixes in Test / Pre-Prod before 
moving to production. 
R 
I 
Acknowledge acceptance of fixes prior to deployment in 
production 
R 
I 
Promote ePortal code through lower tier environments 
C 
R 
Approve code promotions through lower tier 
environments 
R 
I 
Promote ePortal code to Production environments 
C 
R 
Approve code promotions to Production environments 
R 
I 
Promote any non-Contractor provided code fixes & 
enhancements 
R 
C 
Perform data refreshes of lower environments. Not to 
exceed 4 refreshes per year. 
C 
R 
 
Usage Performance Metrics and Improvements 
ePortal application will track usage and certain elements of transactions being performed by the city’s 
customers. Contractor will work with the city to define 6 KPI’s that can be derived out of the data being 
captured by ePortal. KPI’s will be defined after deployment stabilization prior to turn over to the Managed 
Services team. The city may request additional reports / KPI’s that may be extracted from the data as a 
change order. The city owns all data that exists within ePortal. Contractor will provide reports on a monthly 
basis, unless a different frequency is agreed upon. 
 
The city and Contractor will each perform their respective responsibilities as set out in the hosting 
Responsibility Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Define KPI’s to be included in monthly reporting. 
R 
C 
Develop reports and deliver them on an agreed upon 
frequency. 
I 
R 
 
ePortal Upgrade Services 
Contractor will perform two types of changes to ePortal periodically: new features and functions technical 
currency. 
 
New features and functions: As part of continued improvements, Contractor will perform the upgrades 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

to the ePortal with new features and functions. City may activate these non-mandatory new features 
whenever city is ready to implement them after they have been made generally available by Contractor. 
 
Technical currency: Contractor will apply changes to the platform to maintain the technical currency of 
the platform, including but not limited to security patches. These generally have minimal impact to city and 
end user functionalities but are mandatory. City is required to implement them. Urgent updates are 
packaged as patches and non-urgent updates are packaged with upgrades 
 
Process and communication 
a. The Contractor shall provide notice to the city no later than 30 days prior to the release of an Upgrade 
or Service Pack and no later than 5 days prior to a patch. 
b. Inclusive of these notices will be supporting documentation and the availability of staff to discuss 
relevant details 
c. The city will provide notice to the Contractor no later than 30 days prior to deployment of upgrades, 
Service packs for applications under its control and at the same time that it is notified of Patches to 
these systems that will be deployed. 
d. The city will be responsible for notifying the Contractor of any known integration changes being 
introduced to non ePortal applications under its control. Contractor will provide a cost estimate to 
make changes to ePortal to accommodate changes. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Notify city that an Upgrade, Patch, or Service Pack is 
available 
I 
R 
Develop project schedule for implementation of new 
feature 
R 
C 
Apply upgraded software to the city ’s environment 
I 
R 
Apply all necessary styles according to Style Guide 
for new pages. 
I 
R 
Perform functional testing on upgraded ePortal 
application in Dev environment. 
I 
R 
Make adapters to 3rd party or city controlled 
applications available for new feature operability. 
R 
C 
Provide updated training documentation for 
Upgraded system 
I 
R 
Provide training to city trainers of new features 
C 
R 
Provide functional test scripts used to test upgraded 
system 
I 
R 
Correct defects to the upgraded application. 
C 
R 
Promote upgraded system through lower tier 
C 
R 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

environments 
Approve upgraded system for promotion through 
lower environments and into production 
R 
I 
Notify & train city end users on new features being 
introduced 
R 
I 
 
Application Monitoring / 24x7 Support 
Contractor will monitor ePortal and ensure the application is up and available for the City ’s customers 
and will provide support to the city on a 24x7 basis. The following lists the method which reported 
incidents will be resolved. 
a. For issues detected by the Contractor, the city will be notified of any application incident that is detected 
by Contractor. Contractor will log an incident in their online ticketing system and will begin triage on 
the ticket. 
b. For incidents detected by the city, the city will log an incident in the Suppliers online ticketing system 
with the city severity level and Contractor will begin triage on the ticket. City will provide a reasonable 
number of support personnel who may access the Supplier’s online ticketing system. 
c. The city will be responsible for assigning the severity to city generated tickets as defined. 
d. The city will be responsible for resolving end user data input errors and addressing any end user errors 
or training issues. 
e. The city will provide the first level of support for the application. This includes triage of functionality 
issues reported by city s and other city personnel and categorize the issue before turning the issue over 
to the Supplier (i.e., bug, training issue, 3rd party application issue, etc.) before reporting an incident to 
the Supplier. (Level 1 support) 
f. The responsibility for Application Monitoring tasks is summarized in the Application Incident 
Management Responsibility Matrix below. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Identify & document application incident (performance, 
defect, system generated error message) reported by 
city customers or staff. 
R 
I 
Identify and document application incident as detected by 
system and application monitoring 
I 
R 
Log Application Incident & provide supporting details 
R 
I 
Assign severity to Application Incident 
R 
C 
Categorize Incident and provide root cause analysis 
C 
R 
Resolve application Defects (code and configuration fixes 
C 
R 
Validate resolution of Defect (code and configuration 
fixes) 
R 
C 
Resolve technical interface issues 
C 
R 
Resolve system performance issue 
I 
R 
Resolve end user data input errors 
R 
I 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Address end user errors or training issues 
R 
I 
Generate and log application, transactional exceptions 
C 
R 
Manage and resolve application, transactional exceptions 
R 
C 
Support transaction exception resolution 
C 
R 
Monitor ePortal batch jobs and correct any job failures 
I 
R 
 
Service Levels and Management 
a) Contractor will provide all necessary resources to ensure the city has complete System Functionality, 
technical expertise for troubleshooting and issue resolution, and all applicable updates and upgrades 
to the System. 
b) Contractor will provide 24 x 7 x 365 telephone support for assistance in identifying and resolving 
Defects (in accordance with the Severity Levels and Response Times set forth and will be available to 
answer questions related to the operational use of the System. 
c) Contractor will promptly report all System outages, including performance degradation, to the city 
contact person or email alias identified by the city . 
d) Through the duration of all outages, the Contractor will automatically deploy an interstitial or other 
type of page that will appear when the city or the city ’s customers attempt to access the System, or 
potentially disable login altogether via the Supplier’s admin portal. The content and appearance of this 
page will be reviewed and approved by the city as will be any variable text displayed on the page. 
e) Contractor may schedule upgrades and maintenance for the System at a mutually agreeable time frame 
(the “Maintenance Window”). 
f) Any non-scheduled or emergency maintenance that impacts the System must be communicated to the 
city immediately. 
 
Availability and Contacts 
Contractor will make technical support available to the city by web user interface or email twenty-four (24) 
hours per day, seven (7) days per week. Contractor support personnel will provide the city with remote 
assistance to accept reports of incidents in ePortal. Contractor will ensure that each of its personnel 
performing any Support Services are experienced, knowledgeable and qualified in the use, maintenance 
and support of the System. 
 
A Contractor representative will be assigned to the city 60 days prior to the Go Live date. This will be the 
primary contact person for the city for issue reporting and resolution. Additionally, the city may report 
Issues through one of the following methods: 
 
Web Interface: 
Contractor defect tracking system 
After Hours Telephone 
To be provided prior to transition to 
support 
 
Application Hosting Services 
 
Contractor will establish a Cloud environment where the ePortal application will be installed and connected 
to the city data center for integration with city applications. Contractor will host the production and up to 
2 lower tier environments on behalf of the city. The following services are included as part of hosting: 
a. Establish a non-production environment appropriately sized for Development and Testing 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

b. Establish one pre-production environment sized and tuned similar to production for city User 
Acceptance/QA testing. 
c. Establish one environment sized and tuned for Production 
d. Patching and maintenance of ePortal servers, and testing of the lower environments after patching is 
performed. 
e. Define and configure high availability and Disaster Recovery for the production ePortal environment 
f. Configure and manage text and email city notification channel 
 
Application Hosting 
Contractor will provide software maintenance services to the city to ensure ePortal is functioning as per 
the defined documentation and specifications. Contractor will correct errors with the ePortal software 
according to reports & details provided by the city or internal Contractor sources with approval from the 
City . 
 
Scope of Support- Supplier hosting via Amazon Web Services (AWS) 
 
Environment Set Up 
Contractor will set up and configure one production and 3 non-production cloud environments within 
Amazon Web Services where the ePortal application will be installed. This environment will be connected 
to the city ’s data center via secure connection (VPN or similar agreeable connection tunnel). The city will 
maintain the secure connection to ensure the application has connectivity to the city’s applications. The 
Contractor will size two environments to be ‘production-like’; one to use for pre-production performance, 
load, and final validation testing; and the other for production. Two additional environments will be 
configured for Development and Test. 
 
The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Procure account with Cloud provider (AWS) 
I 
R 
Define Environment size, variables, and other 
appropriate configuration settings 
I 
R 
Connect the Cloud environment to 3rd party 
applications via VPN Tunnel 
C 
R 
Maintain secure network connections to non-
Contractor applications. 
R 
I 
 
Environment Hosting and Maintenance – Non- Production 
Contractor will provide the city with a stable cloud environment where the ePortal application will be 
operated for pre-production testing, development, QA testing and training. The Contractor will maintain 
the environment to ensure proper server patches (non ePortal Software) and maintenance occurs such 
that the environment will be up and available for use. The city is responsible for maintaining and making 
available 3rd party systems and city systems that will be integrated to ePortal. 
 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

The city and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Maintain ePortal non-production environments 
  I 
R 
Ensure server patching is performed 
I 
R 
Maintain and support non-production 3rd Party and 
city owned applications 
R 
C 
 
Environment Hosting and Maintenance –Production 
Contractor will provide the city with a stable cloud environment where the ePortal application will be 
operated for production. The Contractor will maintain the environment to ensure proper server patches 
(non ePortal Software) and maintenance occurs such that the environment will be up and available for use. 
The city is responsible for maintaining and making available 3rd party systems and city systems that will be 
integrated to ePortal. 
 
The city  and Contractor will each perform their respective responsibilities as set out in the Responsibility 
Matrix below (R = Responsible, A = Accountable, C = Consults, I = Informs): 
 
Function 
City 
I3 Verticals 
Maintain ePortal production environment 
I 
R 
Ensure server patching is performed 
I 
R 
Maintain and support production 3rd Party and 
city owned applications 
R 
C 
 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Attachment 1 to Scope of Services 
Functional Requirements 
 
i3 Verticals will provide its solution meeting the following minimum requirements. 
 
1 
General 
Capable of meeting utility customer needs as described in these 
requirements with an option to expand the for other city services as a 
whole.  
2 
General 
Ability to provide a tailored customer experience for residential, 
commercial/industrial and multifamily customers.   
3 
General 
Customer portal shall be branded as required per city requirements.  
4 
General 
Customer portal shall provide administrative access to setup, "turn off" 
capabilities, change, or update customer facing information.   
5 
Account 
Registration 
Allow existing customer transfer registration from closed account to new 
account. Do not require closed account be deleted prior to registering 
new account. Restrict registration into portal for parties that are not 
served by the City of Chandler or register under the same name of a 
closed account.   
6 
Account 
Registration 
Provide simple customer registration process with minimal information. 
Include registration tutorial and step by step process for customers.   
7 
Integration 
Ability for customer to make account profile changes (email, phone, 
name, authorized user, etc.) and these changes are updated in hosted 
utility billing system. 
8 
Integration 
Ability to integrate with CIS Infinity for customer account and meter 
information, billing, and AMI usage presentment through APIs with no 
custom development.   
9 
Integration 
Ability to integrate with a third-party payment applications and services 
such as Invoice Cloud for bill pay, payment history, etc. using APIs with 
no custom development. 
10 
Dashboard 
Provide a dashboard to provide a customer configurable one page view 
of everything that is important about their account - Bill pay, bill history, 
usage, alerts/notifications, account info, important communications, etc. 
11 
Dashboard 
Ability to see graphs and charts, year over year comparisons, month over 
month comparisons (e.g. usage in Jul 2022 vs Jul 2023). Customer shall 
also be able to dive into any chart to see more detail (e.g. Dashboard 
presents monthly consumption. Customer wants to dive into the chart 
and see the monthly or hourly consumption). 
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12 
General Account 
Management 
Ability to create or present a click through agreement to customers. 
Example: Require customer to sign an agreement that they will get 
delinquent information via this contact information.  Also, that their 
information can be shared for City purposes. 
13 
General Account 
Management 
Ability to remind customers to update their account information such as 
contact info (phone, mobile and email).  Account information updated or 
verified every two years. 
14 
General Account 
Management 
Display on the account of services provided, rates, fee amounts, etc.  
15 
General Account 
Management 
Primary account owner can add authorized users with multiple levels of 
access to the account (example: Solid Waste access only, view financials, 
financially liable, ok to make changes) 
16 
General Account 
Management 
Customer portal supports set up Parent/Child accounts for 
Landlord/Tenant/Townhome purposes (Multifamily)   
17 
General Account 
Management 
Ability to enforce customer entry in City selected mandatory fields. (e.g. 
enforce customer to answer paperless & autopay - yes/no, contact type: 
cell, home, or "Don't have cell" for text msg).   
18 
General Account 
Management 
Ability to migrate existing paperless customers and autopay customers 
from old portal to the new portal and not require a re-enrollment.   
19 
General Account 
Management 
Ability to integrate with online payment processor. Provide ability for 
customer to set up auto pay at any time and provide easy customer 
access to check autopay status. Provide an easy process to update 
payment option (e.g. Credit card info, etc.) so no payment is missed.  Also 
have auto pay tutorial (step by step) to help customers with this process.  
20 
General Account 
Management 
Ability to setup and configure enrollments into any type of customer 
service program such as paperless billing or autopay. 
21 
General Account 
Management 
Ability to configure online forms so customers complete mandatory data 
fields as needed (mailing address, other address & type, phone & type, 
contact & type, others) and seamlessly integrates with CIS Infinity to 
update the system of record.  
22 
General Account 
Management 
Portal shall validate mailing address with the USPS address standards. 
Describe how the portal validates mailing addresses to avoid returned 
mail.  
23 
General Account 
Management 
Portal shall provide account owner the ability to update account 
information at any time (phone numbers, mailing, authorized user) & 
allow city to designate what contact details are mandatory. 
24 
General Account 
Management 
Portal shall validate email address and flag for the customer to double 
check.   
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

25 
General Account 
Management 
Portal shall provide tools for customer to self-diagnose reason for a high 
bill.   
26 
General Account 
Management 
Portal shall have the ability for customer to enroll in bill notifications - bill 
due reminders, bill threshold alerts, estimated bill at the end of cycle 
alert.   
27 
General Account 
Management 
Customer number in the city's CIS can have one or more account 
numbers. The portal shall support multiple accounts tied to one 
customer number.   
28  
General Account 
Management 
Portal shall have the ability to update the utility billing system with any 
changes to account information made by account holders in the portal. 
The utility billing system is the system of record for all account 
information. 
29 
Solid Waste 
Account 
Management 
Solid Waste - Display assigned containers, size and serial number, trash 
& recycle pick up days 
30 
Solid Waste 
Account 
Management 
Ability to schedule customer requested items for examples: Ability to 
schedule bulk pickup on specified days. 
31 
Solid Waste 
Account 
Management 
Ability to request and schedule a container repair(s). 
32 
Solid Waste 
Account 
Management 
Portal accommodates alley way customer accounts (identified with an 
alley container) 
33 
Payments/ 
Transactions 
Ability to pay multiple accounts with one payment (multiple meters) 
34 
Payments/ 
Transactions 
Ability to pay multiple Chandler fees with one payment (e.g. Airport 
hanger, utility bill, business registration) 
35 
Payments/ 
Transactions 
Provide customers the ability to name Co-Customers and ability for 
either customer to pay 
36 
Payments/ 
Transactions 
Real time transaction updates from what is entered into CIS (portal and 
CIS should sync automatically) 
37 
Payments/ 
Transactions 
View transaction history - fees, payments (regardless where paid such as 
in person or bank bill pay), adjustments, credits, etc., including all 
information available from the utility billing system. 
38 
Payments/ 
Transactions 
Ability to view historical payments and bill history data and is easily 
accessible to customers, including all information available from the 
utility billing system.  
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

39 
Payments/ 
Transactions 
Prominently display any credits or balance transfer on account. Describe 
where this is located. 
40 
Payments/ 
Transactions 
Ability for the City's admin to control which transaction types to be 
displayed (reversals, AR reconciliations, etc.) 
41 
Payments/ 
Transactions 
Ability for customers to request refunds if a credit balance is available 
and have the ability to inform the customer of the number of processing 
days for the refund.  
42 
Payments/ 
Transactions 
Ability to integrate with third party bill print provider. Based on any 
limitations of the 3rd party bill print provider, ability for customer to print 
or download current and past bills.   
43 
Payments/ 
Transactions 
Ability for customer to print or download year to date summary report of 
charges/charge types (export to Word Excel PDF) 
44 
Collections 
Ability to display collections status if desired (disconnected, cash only, 
delinquent balance due, etc.) 
45 
Collections 
Ability to auto-generate letter of credit.   
46 
Collections 
Customers in delinquent status shall be prominently seen on the 
Dashboard and guide the customer to make a payment. Payment 
confirmation should also display when sent to the account owner. 
47 
Communications 
and Education 
Ability for customers to set communication preferences - one or more 
texts, emails, or both.   
48 
Communications 
and Education 
Ability for customer to select the language of their choice. Mandatory is 
English and Spanish. Other languages such as Vietnamese, Chinese/ 
Mandarin, Korean, Persian, French, Arabic are optional.  
49 
Communications 
and Education 
Ability to draw customers into portal through personalized outbound 
communications and also personalized insights when logged into the 
portal.  
50 
Communications 
and Education 
Ability to send out mass notification (via email and/or text) for Water 
Main Breaks or unplanned service interruptions (option to dismiss after 
read).  These communications should also be seen prominently on the 
customers dashboard.   
51 
Communications 
and Education 
Ability to send account specific notices and alerts display on customer's 
dashboard and have the option to dismiss after read.   
52 
Communications 
and Education 
System notifications about the site is down shall redirect to a 
maintenance page informing customers about the site down issue.  
53 
Communications 
and Education 
Portal shall provide the customer the ability to export their usage or bill 
data from the portal.   
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

54 
Communications 
and Education 
Ability to provide a link to the City's "Usage Calculator" which is a tool 
that can be used by the customer to estimate their bill if they fill their 
pool.  
55 
Conservation 
Ability to encourage water conservation by presenting customers 
comparisons of usage behaviors to other customers in the same class. 
(Single family homes, multi-family homes, commercial, etc.)   
56 
Conservation 
Ability to show customer water consumption forecast or projection for 
future periods 
57 
Conservation 
Ability to configure campaigns and enrollments for conservation 
program offerings (e.g. rebate offerings, incentives, water audits, etc.) 
and provides access to available rebate forms (links).  
58 
Conservation 
Ability for customer to control the view of their water usage graph e.g. 
Hourly, daily, weekly or monthly from AMI Data. The graphs shall have 
the ability to toggle on or off the temperature profile over the displayed 
period.  Data shown in any graph shall be exportable or downloadable. 
59 
Conservation 
Ability to provide proactive possible customer leak notifications or 
abnormal / high usage notifications.   
60 
Conservation 
Ability to enforce an opt out leak notification program instead of an opt 
in program. 
61 
Conservation 
Ability to market/promote programs, offerings and other educational 
items to encourage targeted (segmented) customers to participate.   
62 
Conservation 
Ability to push out relevant conservation opportunities based on data 
about the customer such as seasonal watering tips and general 
conservation and program messaging (including links to water 
conservation website) 
63 
Conservation 
Ability for customers to set a conservation goal and see an estimated 
savings on their bill if they achieve this goal. 
64 
Conservation 
Ability to gamify water conservation programs to encourage 
neighborhoods, HOA etc. to conserve water. 
65 
Donations 
Ability to integrate with utility billing system and payment processor to 
take donations to support residents who cannot pay their bills. 
66 
Donations 
Ability to integrate with utility billing system and payment processor to 
donate to multiple non-profits and multiple types (round up, $1, $2, $5, 
any amount) (How will this work with Invoice Cloud who offers 
donations) 
67 
Donations 
Ability for customers to view donation amounts & run their own annual 
donation report 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

68 
Service order 
management  
Ability to configure forms to initiate a workflow for customers to initiate 
move in/move out/transfer or any customer requested actions online. 
69 
Service order 
management  
At the initiation of a service order, the Portal shall validate location 
address entry and provide feedback to the customer about an address 
problem before service order is submitted. 
70 
Service order 
management  
Create move in for a hydrant meter - Allow invalid addresses to be set up 
(override hydrant meters) 
71 
Service order 
management  
Portal shall have move out customers verify the email address, contact 
number, and new forwarding address to send final bill or any refunds.   
72 
Service order 
management  
On the dashboard, the portal shall display the service order status based 
on Infinity Mobile WOMS Statuses (e.g. Service Order 'en-route', 'on site', 
'cancelled').   
73 
Service order 
management  
Text to customer about a service order status - Submitted, Scheduled, 
Complete, On hold.  Describe how this functionality works in the portal 
and what integrations are required to enable this capability. 
74 
Service order 
management  
Service order status should sync automatically when updated 
75 
Support Tools 
CSR Impersonator to see what customer is doing on their account while 
on the phone (similar to screen sharing) 
76 
Support Tools 
Provide a CSR portal/module to support CSRs with responding to 
Customer questions and inquiries about their account or usage.  
77 
Support Tools 
Ability to provide a chat and call features to support customer with 
questions 
78 
Support Tools 
Provide an interactive self-help tool for customers navigating the portal 
 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

EXHIBIT B 
FEE SCHEDULE 
 
Section 1: Pricing for hosted services and technical support  
Item # 
Description 
Year 1 
Annual Escalation 
(%) 
Year annual 
escalation begins 
1 
Annual SaaS Fee 
$175,000  
3.0% 
Year 2  
2 
Tax 
$0 
N/A 
N/A 
 
 
Section 2:  Implementation, Setup and Configuration Services Fees  
Item # 
Description 
Price 
1 
Implementation ePortal, eAdmin, eNotify and eNeighbor 
$465,200.00  
2 
CEP – Dev/QA/Production Environment   
Included 
3 
Travel Expenses  
Reimbursable in 
accordance with allowable 
GSA expenses. 
 
 
Section 3:  Hourly Rates for change orders 
Item # 
Labor/ Role Description 
Hourly Rate 
1 
i3 Verticals hourly rate for change orders 
$160 
 
 
 
 
Included within the SaaS fees are the following: 
▪ 
Solution Hosting 
▪ 
Maintenance 
• 
Patches 
• 
Refreshing environments 
• 
Updates 
• 
Bug Fixes 
• 
Service Packs 
• 
Integrations configured by i3 Verticals between i3 Vertical’s ePortal and defined 3rd party system 
• 
 
▪ 
Managed Services 
 
 
 
 
 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Implementation Milestone Payment Schedule 
 
The following table describes the payment schedule for the implementation fees. 
 
 ID 
Payment Milestone Description 
Payment Amount 
Payment Deliverable 
1 
Project Kickoff Completed 
$26,583 
Kickoff completed 
2 
Requirement Workshops Completed 
$26,583 
Workshops complete 
3 
Dev Environment Established 
$26,583 
ePortal Dev instances is delivered 
to city 
4 
ePortal Design Completed 
$26,583 
FDD Delivered 
5 
ePortal QA Environment Established 
$26,583 
ePortal QA instances is delivered 
to city 
6 
ePortal Prod Environment Established 
$26,583 
ePortal Prod instances is delivered 
to city 
7 
Go Live 
$26,583 
Go Live Plan delivered to City 
 
 
 
 
8 
Recurring Monthly Project Delivery: 
 
 
a 
Project Delivery Fee Month 1 
$23,260  
Month 1 
b 
Project Delivery Fee Month 2 
$23,260  
Month 2 
c 
Project Delivery Fee Month 3 
$23,260  
Month 3 
d 
Project Delivery Fee Month 4 
$23,260  
Month 4 
e 
Project Delivery Fee Month 5 
$23,260  
Month 5 
f 
Project Delivery Fee Month 6 
$23,260  
Month 6 
g 
Project Delivery Fee Month 7 
$23,260  
Month 7 
h 
Project Delivery Fee Month 8 
$23,260  
Month 8 
i 
Project Delivery Fee Month 9 
$23,260  
Month 9 
j 
Project Delivery Fee Month 10 
$23,260  
Month 10 
k 
Project Delivery Fee Month 11 
$23,260  
Month 11 
l 
Project Delivery Fee Month 12 
$23,260  
Month 12 
 
Total Implementation Fees: 
$465,200 
 
 
Estimated Travel (up to 13 person trips) 
$25,752  
As needed on actuals 
 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

EXHIBIT C 
DISASTER RECOVERY PLAN 
 
An excerpt of the i3 Verticals Disaster Recovery Plan is included below. The entire Disaster Recovery Plan 
will be provided to the city following agreement execution. 
 
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Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

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EXHIBIT D 
EXIT PLAN 
 
For purposes of this Exit Plan, the following terms shall bear the meanings set out below: 
“Replacement Services” means any services which are substantially similar to the Services and which 
Client or one of its Affiliates procures in substitution for the Services following the termination of this 
Agreement, whether those services are provided internally and/or by any third party. 
“Replacement Supplier” means any third party service provider of Replacement Services appointed by 
Client or one of its Affiliates from time to time. 
“Termination Assistance Fees” means the charges payable by the Licensee for the Termination Services 
as shall be set out in the Exit Plan. 
“Termination Period” means the period of 12 months (which may be reduced at the Licensee's discretion 
by giving Licensor 60 days' written notice) commencing on the date of service of any notice of termination 
of this Agreement. 
“Termination Services” means the termination transition services to be provided under the Exit Plan. In 
addition, Services under this Agreement shall be provided in accordance with the terms of this Agreement 
during the Termination Period. 
1.  Provided that Client and its Affiliates are in compliance in all material respects with their obligations 
under this Agreement, for the Termination Period, Provider shall provide all reasonable and necessary 
transition assistance to Client and its Affiliates to allow, as chosen by Client, the orderly transfer and 
replacement of the Services by Client or a Replacement Supplier, or their respective Representatives. 
Such transition may entail the substitution of Web sites, communication networks, software, servers, 
and reports, and/or the termination or modification of the Services in whole or in part. Provider and 
Client shall cooperate with each other in the production of the Exit Plan in accordance with this 
Schedule with a view to completing the Exit Plan in a timely manner. 
2.  As soon as reasonably practicable after any notice of termination is served in accordance with this 
Agreement, the Parties shall: 
(a)  Agree upon a date (which shall be no later than 14 calendar days after the date of such meeting) for 
the joint production and circulation of a first draft of the Exit Plan; and 
(b)  Appoint a senior management individual of each of the Parties, each of whom shall act as a point 
of contact for the Termination Period and to deal with all matters relating to termination of both 
the Services and/or any license relating to the Licensed Materials granted under this Agreement. 
3.  The Exit Plan shall: 
(a)  Address the scope of the Termination Services, Termination Assistance Fees and the service levels 
applying to the Termination Services. Unless otherwise agreed by the parties, each party shall 
continue to meet its respective obligations under this Agreement during the Termination Period. 
Provider acknowledges that it is important to Client to effect an orderly transition in-house or to a 
Replacement Supplier of the Replacement Services and, in this respect, it is also important that there 
is no degradation in the provision of the Services. All Termination Assistance Fees shall be 
chargeable as stated in the Exit Plan; and 
(b)  Describe more particularly the process by which the parties shall return or cease to use each other's 
Confidential Information; and 
(c)  Address the project management of the Termination Services and identify relevant individuals who 
shall manage the provision and implementation of the Termination Services. 
4.  Upon request by Client during the Termination Period, Provider shall provide to Client any reasonable 
documentation describing, explaining or which would otherwise assist Client in inviting third party 
service providers to supply the same or similar software and/or services (or any part of the same) and 
negotiating alternate arrangements with those third parties with regard to the provision of 
Docusign Envelope ID: 03B235A9-643F-4BD9-95AB-8CF9AC954287

Replacement Services. Any such provision shall be made subject to reasonable licensing and/or 
confidentiality obligations which shall be agreed by the parties. 
5.  Provider shall provide or make available to Client detailed information, data, and records reasonably 
necessary for the provision of services similar to the Services and/or any software which may be used 
by Client or a Replacement Provider in lieu of the Software post termination of this Agreement. Any 
such availability shall be made subject to reasonable licensing or confidentiality obligations which shall 
be agreed by the parties. 
6.  The Parties shall agree any other reasonably necessary provisions to facilitate a smooth and orderly 
transition from Provider to Client or the Client's nominated Replacement Supplier. 
Notes 
All schedules referred to in this form must be drafted by the user and are not supplied. 
 
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76 
 
EXHIBIT E 
INSURANCE REQUIREMENTS 
 
A. Minimum Scope and Limits of Insurance:  Contractor must provide coverage with limits of liability not 
less than those stated below.   
 
1. Commercial General Liability – Occurrence Form  
Said insurance must also include coverage for products completed operations, independent 
contractors, personal injury, property damage, and advertising injury. 
 
 
 
Products – Completed Operations Aggregate 
$4,000,000 
 
 
Each Occurrence 
 
 
 
 
$2,000,000 
 
The policy must be endorsed to include the following additional insured language: "The City of Chandler, 
its agents, representatives, officers, directors, officials, employees, and volunteers shall be named as an 
additional insured with respect to liability arising out of the activities performed by Contractor."  This 
endorsement may not contain an exclusion or limitation of completed operations coverage as regards 
the additional insured except with respect to the stated aggregate limits of liability. 
 
The policy may not exclude the explosion/collapse/underground (“xcu”) hazard. 
 
2. Worker’s Compensation and Employers' Liability 
 
 
 
Workers' Compensation  
 
 
 
Statutory 
 
 
Employers' Liability  
 
 
Each Accident  
 
 
 
 
$1,000,000 
 
 
Disease – Each Employee 
 
 
 
$1,000,000 
 
 
Disease – Policy Limit 
 
 
 
$1,000,000 
 
Policy shall contain a waiver of subrogation against the City of Chandler. 
 
3. Tech E&O and Network Security & Privacy Liability Insurance (Cyber)  
In addition to the insurance requirements set forth in the Agreement, Contractor agrees to provide 
the following insurance coverage and limits of coverage as part of this Agreement. 
  
Per Loss 
 
 
$5,000,000 
Aggregate 
 
 
$5,000,000 
  
The policy shall cover professional misconduct or lack of ordinary skill for those positions defined 
in the Scope of Services of this Agreement. In the event that the professional liability insurance 
required by this Agreement is written on a claims-made basis, Contractor warrants that any 
retroactive date under the policy shall precede the effective date of this Agreement; and that either 
continuous coverage will be maintained for an extended discovery period will be exercised for a 
period of two (2) years beginning at the time work under this Agreement is completed. If such 
insurance is maintained on an occurrence form basis, Contractor shall maintain such insurance for 
an additional period of one (1) year following termination of Agreement. If such insurance is 
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77 
 
maintained on a claims-made basis, Contractor shall maintain such insurance for an additional 
period of three (3) years following termination of the Agreement. If Contractor contends that any of 
the insurance it maintains pursuant to other sections of this clause satisfies this requirement (or 
otherwise insures the risks described in this section), then Contractor shall provide proof of same. 
The insurance shall provide coverage for the following risks: 
 
3.1 Liability arising from theft, dissemination and / or use of confidential information (a defined term 
including but not limited to bank account, credit card account, personal information such as 
name, address, social security numbers, etc. information) stored or transmitted in electronic 
form. 
 
3.2 Network Security Liability arising from the unauthorized access to, use of or tampering with 
computer systems including hacker attacks, inability of an authorized third party, to gain access 
to your services including denial of service, unless caused by a mechanical or electrical failure. 
 
3.3 Liability arising from the introduction of a computer virus into, or otherwise causing damage to, 
a customer’s or third person’s computer, computer system, network or similar computer related 
property and the data, software, and programs thereon. 
 
3.4 Additional Requirements: The policy shall provide a waiver of subrogation. 
 
B.  Additional Insurance Requirements: The policies must contain, or be endorsed to contain, the 
following provisions: Contractor’s insurance coverage must be primary insurance and non-contributory 
with respect to the obligations that Contractor has undertaken under this Agreement. The policies must 
contain a severability of interest clause and waiver of subrogation against the City, its officers, officials, 
agents, volunteers, and employees, for losses arising from work performed by the Contractor under 
this Agreement. 
 
C. Notice of Cancellation:  Each insurance policy required by the insurance provisions of this Agreement 
must provide the required coverage and must provider thirty (30) days prior written notice of 
cancellation to the City except for non-payment of premium for which a ten (10) day notice will be 
provided.  Such notice must be sent directly to the addresses listed below and must be sent by certified 
mail, return receipt requested: 
 
City of Chandler 
Attention:  Purchasing Division 
P.O. Box 4008, Mail Stop 901 
Chandler, Arizona 85244-4008 
 
 
 
Phone: (480) 782-2400 
 
 
 
Email: purchasing@chandleraz.gov  
 
With a copy to: 
Office of the City Attorney  
 
 
 
 
 
 
 
 
Attention: Risk Management 
 
 
 
175 South Arizona Avenue 
 
 
 
P.O. Box 4008 Mail Stop 602 
 
 
 
Chandler, Arizona 85244-4008 
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78 
 
 
 
 
Phone: (480) 782-4640 
 
 
 
Fax: (480) 782-4652 
 
 
 
Email: legal.notices@chandleraz.gov 
 
D. Acceptability of Insurers:  Insurance is to be placed with insurers duly licensed or approved 
unlicensed companies in the State of Arizona and with an "A.M. Best" rating of not less than A- VII.  City 
in no way warrants that the above-required minimum insurer rating is sufficient to protect Contractor 
from potential insurer insolvency. 
 
E. Verification of Coverage:  Contractor must furnish City with certificates of insurance (ACORD form or 
equivalent approved by City) as required by this Agreement.  The certificates for each insurance policy 
are to be signed by a person authorized by that insurer to bind coverage on its behalf. All certificates 
and endorsements are to be received and approved by City before work commences.  Each insurance 
policy required by this Agreement must be in effect at or prior to commencement of work under this 
Agreement and remain in effect for the duration of the Agreement.  Failure to maintain the insurance 
policies as required by this Agreement or to reasonably provide evidence of renewal is a material breach 
of this Agreement. All certificates required by this Agreement must be sent directly to the City of 
Chandler Information Technology Department with a copy to Risk Management as the addresses listed 
in Section C.  The Agreement number and description are to be noted on the certificate of insurance.  
At City’s request, Contractor must make certified copies of all insurance policies required by this 
Agreement available for City’s review through a representative and at Contractor’s most proximate 
business location. 
 
F. Approval: Any modification or variation from the insurance requirements in this Agreement must have 
prior approval from the Office of the City Attorney, whose decision will be final.  Such action will not 
require a formal contract amendment but may be made by administrative action 
 
 
 
 
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