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City Clerk Document No.
City Council Meeting Date: February 26, 2026
AMENDMENT TO CITY OF CHANDLER AGREEMENT
IMPLEMENTATION OF INFINITY CIS VERSION 5
CITY OF CHANDLER AGREEMENT NO. 4577
THIS AMENDMENT NO. 1 (Amendment No. 1) is made and entered into by and between the City of
Chandler, an Arizona municipal corporation (City), and N. Harris Computer Corporation (Contractor),
(City and Contractor may individually be referred to as Party and collectively referred to as Parties) and
made
, 2026 (Effective Date).
RECITALS
WHEREAS, the Parties entered into an agreement for subscription software products (Agreement); and
WHEREAS, the current term of the Agreement is five years with the option of up to four one-year
extensions; and
WHEREAS, the Parties wish to amend the Agreement to include additional services.
AGREEMENT
NOW THEREFORE, the Parties agree as follows:
1.
The recitals are accurate and are incorporated and made a part of the Agreement by this
reference.
2.
The Agreement is hereby amended to include the services described in Change Order #6 and
Change Order #7 CIS Infinity v5 Solid Waste Configuration, attached hereto and incorporated
herein.
3.
The City will pay the Contractor the cost set forth in Change Order #6 and Change Order #7 CIS
Infinity v5 Solid Waste Configuration, attached hereto and incorporated herein. Total payments
made to the Contractor for these services will not exceed $1,095,512.
4.
All other terms and conditions of the Agreement remain unchanged and in full force and effect.
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If a conflict or ambiguity arises between this Amendment No. 1 and the Agreement, the terms
and conditions in this Amendment No. 1 prevail and control.
IN WITNESS WHEREOF, the Parties have entered into this Amendment on the Effective Date.
FOR THE CITY
FOR THE CONTRACTOR
By: _________________________________________
By: _________________________________________
Its: Mayor
Its: _________________________________________
APPROVED AS TO FORM:
By: _________________________________________
City Attorney
ATTEST:
By: _________________________________________
City Clerk
City of Chandler, AZ
Change Order #6:
Statement of Work for Customer Self-Serve
(CSS) Portal
December 18, 2025
SOW Expiry: February 18, 2025
Related to Item CITY OF CHANDLER SOFTWARE AS A SERVICE AGREEMENT
IMPLEMENTATION OF INFINITY CIS VERSION 5 CITY OF CHANDLER AGREEMENT NO. 4577;
Effective Date December 11, 2023
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Table of Contents
Introduction ................................................................................................................................................................. 5
Overview ......................................................................................................................................................................... 7
Project Description ................................................................................................................................................. 7
Project Scope .............................................................................................................................................................. 7
Functional Scope .................................................................................................................................................. 8
Integration Scope ................................................................................................................................................ 12
Services Scope .......................................................................................................................................................... 15
Project Management ........................................................................................................................................ 15
Project Planning .............................................................................................................................................. 15
Change Control Process ............................................................................................................................. 16
Status Reports ................................................................................................................................................... 16
Environment Provisioning ............................................................................................................................. 17
Configuration ............................................................................................................................................................ 18
Customer Self-Serve (CSS) Portal Discovery Workshop ............................................................. 18
Testing ............................................................................................................................................................................ 19
Testing Activities ................................................................................................................................................. 20
Training ......................................................................................................................................................................... 20
Production Cutover Plan .................................................................................................................................. 21
Roles and Responsibilities .............................................................................................................................. 22
Harris’s Responsibilities .................................................................................................................................. 22
Chandler’s Responsibilities ........................................................................................................................... 22
Project Assumptions .......................................................................................................................................... 24
Fees and Payments ............................................................................................................................................ 27
Approval Signatures............................................................................................................................................ 28
APPENDICES ............................................................................................................................................................. 29
Appendix A – MyMeter Utility License ................................................................................................... 29
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Introduction
City of Chandler (“Chandler”) has selected Advanced Utility Systems (“Advanced”), a
division of N. Harris Computer Corporation (“Harris”), as its vendor partner of choice
to assist in the implementation of the VertexOne’s, cloud-hosted MyMeter Customer
Self-Serve (“CSS”) portal.
Chandler and Harris have proposed a joint team to collaboratively implement a
cloud-hosted solution. The solution will be implemented using a combination of
resources from Harris, VertexOne, and Chandler.
Except as otherwise expressly set for herein, this Statement of Work (“SOW”) shall be
subject to the terms and conditions of the “City of Chandler Agreement No. 4577”
between Chandler and Harris dated December 11, 2023. These agreements are
effective upon signature by and between Harris and Chandler and are hereby
incorporated by reference. In the event of a conflict between this SOW and the
Master Agreement, this Master Agreement shall control; provided, however, that in
the event of any conflicts between (a) services and products subject to the Hosting
Services Agreement and the Master Agreement or (b) the payment milestones and
other specifically agreed upon in this Amendment and SOW, then the terms of this
SOW and the Hosting Services Agreement will apply.
This SOW defines the work to be performed by Harris and Chandler for the
project. This SOW includes a scope definition, high-level timeline, fees, and other
terms and conditions specific to the services requested by Chandler. “The
Engagement” shall mean the performance by Harris of the services described in this
SOW.
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Chandler Points of Contact
Primary Point of Contact (POC)
Name
Kristi Smith
Title
Financial Services Director
Organization
City of Chandler
Address
175 S Arizona Avenue, Chandler AZ 85225
Phone
480-782-2332
Email
Kristi.Smith@chandleraz.gov
Website
https://www.chandleraz.gov/
Additional Contact
Name
Kerstin Nold
Title
Chief Technology Officer
Organization
City of Chandler
Address
175 S Arizona Avenue, Chandler AZ 85225
Phone
480-782-2490
Email
Kerstin.Nold@chandleraz.gov
Website
https://www.chandleraz.gov/
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Overview
MyMeter is an off-the-shelf software product that can be configured to meet unique
customer requirements. Standard software and configurations to be made have
been specifically identified in the “Project Scope” section of this SOW. Any standard
product functionality or configurations not outlined within this SOW are considered
out of scope for this project. Harris agrees that the software will perform
substantially in accordance with industry standards and product functionality.
Harris agrees that it will be primarily responsible for this project, supported by
VertexOne as a subcontractor to Harris. The Parties agree and acknowledgethat
VertexOne products are provided pursuant to the terms and conditions set forth in
Appendix A. Any annual subscription-based license to use the MyMeter software are
subject to and will be governed by Appendix A for the period and terms specified
within this SOW.
Project Description
This project provides Chandler with VertexOne's MyMeter Customer Self-Serve (CSS)
portal for Chandler residents’ online consumer information and use.
Key Chandler project objectives and purposes for Chandler include, but are not
limited to:
•
Reduce unnecessary calls, emails, and walk-in traffic,
•
Improve customer relations and public perceptions,
•
Offer new solutions using modern technologies.
Project Scope
This SOW establishes the scope for the work to be performed, defines the context of
the work, describes specific tasks, activities, and deliverables; and identifies
responsibilities for both Parties. The details below outline the intended scope of the
project and the services to be delivered.
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Functional Scope
The following features and functionality of the MyMeter CSS portal will be
implemented and configured as part of this project:
☒ Customer Data Integration
☒ Billing Data Integration
☒ Transaction Data Integration
☒ Update eBill Status (Via Invoice Cloud)
☒ Update Mailing Address (all at Customer Level) in CIS Infinity
☒ Update Phone in CIS Infinity
☒ Update Email in CIS Infinity
☒ Start, Stop, Transfer of Service
☒ Service Requests
☐ Enter Meter Read
☒ Bill Payment (Invoice Cloud)
☒ Bill Presentment (Invoice Cloud)
☒ Leak Alerts
☒ Owner Agent/Landlord (Requires data from AUS)
☒ Conservation Actions
☒ Program Enrollment
☐ MyMeter Managed Auto Pay
☐ CIS Infinity Managed Auto Pay
☒ AMI Data Presentment
☒ Test Environment
☒ Branded Mobile App
The following functional capabilities will be supported by industry standard product
functionality and included within the scope of this SOW.
#
Description
Base Platform and Usage Presentment
1
Configure the following MyMeter URLs and e-mail addresses, as
applicable: a) MyMeter URL portal address, b) Utility contact us address, c)
MyMeter feedback address, and d) Alert from address.
2
Implement basic branding of the portal to match the Chandler website
(logo and colors).
3
Import customer, billing/usage, and transaction data from CIS Infinity on
an on-going, daily basis and display within the MyMeter user interface:
•
Customer data
•
Monthly billing data
•
Transaction/Payment data
4
Load six (6) - twelve (12) (to be determined during project) months of
historical data from AMI System to MyMeter CSS portal.
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#
Description
Thirteen (13) months is the standard data retention policy for interval data
included in this SOW. Additional months up to twenty four (24) can be
loaded with an additional cost that will require a Change Order.
•
MyMeter15-minute interval data
o Aggregate the 15-minute data to 30-minute, hourly, and
daily
5
Implement the following units of measure for display in MyMeter, as
available in the usage data sent from CIS Infinity and AMI System to
MyMeter:
•
Kilogallon (KGAL)
6
Provide standard setup of the MyMeter landing page.
7
Enable the Customer Service Representative dashboard screen, which
depicts a snapshot of user and site statistics:
•
Provide the ability to search for customers by parameters such as
account number, name, and meter number (limited by what is
available via the Customer Data file)
8
Enable Impersonate Mode, which allows Customer Service
Representatives to see the same screens as the customer portal end
users.
9
Provide standard setup of the MyMeter dashboard – a) Charts View, b)
Data View, and c) Property View.
10
Provide the ability to display a chart with a user-defined timeframe of
usage (day, month, year).
11
Provide the ability to display comparisons against historical usage within
a user-defined timeframe (dependent on the granularity of data available
for that meter). Comparisons can also include weather data
(Temperature, Humidity, Precipitation, etc.), neighborhood usage, and
utility average usage.
12
Provide the ability for customer to download their usage data in .csv
format or Green Button format http://energy.gov/data/green-button.
13
Provide meter grouping functionality, which allows a customer with
multiple properties to create a virtual meter group and see an aggregate
view across the different meters associated with those multiple
properties.
14
Provide standard setup of MyMeter widget functionality.
15
Enable the Administrative view of MyMeter and applicable reports.
16
Provide the ability for Chandler personnel to access MyMeter in order to
perform administrative-type tasks via a separate account from the
customer portal end users.
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#
Description
17
Provide a standard setup of roles and privileges that controls what
specific MyMeter areas and functionality end users have access to.
18
Provide the ability for MyMeter administrators to manage system users
(create, edit, delete users) and assign system users to roles and privileges.
19
Enable standard screens for the user registration process which allows
customers to obtain access to the consumer web portal (Name on
Account, Account Number).
20
Provide the ability for customers to manage their user profile and reset
their password.
21
Provide the ability for customers to receive notifications via email or text
about their usage based on configurable usage thresholds. (including at
the interval level).
22
Provide the ability for the Customer Service Representative team to
access customer data through a separate (Admin) sign-in.
23
Implement Google Analytics tied to Chandler utility ID (if available) to
view analytical information regarding end-user interactions with
MyMeter.
24
Provide integration with CIS Infinity for customer self-service options as
defined in this SOW (update phone, email, start/stop/transfer, etc. (if
applicable).
25
Set up standard MyMeter alerts (e.g., Leak Detection, Usage Threshold,
Weekly Summary, etc.).
26
Implement Owner Agent Portal with additional Landlord ID provided by
CIS Infinity in the standard Customer Data.
27
Implement Conservation Actions module and train Chandler team on the
configuration of the actions.
28
Implement Programs module.
29
Provision Test and Production MyMeter environments.
30
Provision Production Branded Mobile App.
31
Ability to send 'system messages' to a targeted subset of customers by
criteria and/or geographical location.
Bill Pay and Bill Presentment
1
Provide support for registering utility customers for e-bill and autopay via
Invoice Cloud
2
Provide the ability for utility customers to make e-payments, which
includes scheduling payments and making one-time payments via
Invoice Cloud.
3
Provide the ability to change bank draft accounts, including deactivating
old accounts and activating new accounts via Invoice Cloud.
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#
Description
4
Retrieve billing information from a Chandler data repository and present
bills to utility customers.
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Integration Scope
Harris will lead and be responsible for Project overall integration activities and will
work with Chandler to define the data, messaging, and interfaces required by the
MyMeter CSS portal. Harris will extract data from the Advanced CIS Infinity V5
system and integrating it into the MyMeter CSS portal in accordance with the format
and specifications as required by VertexOne. For integration customizations, Harris is
responsible to design and implement custom interfaces in accordance with
Chandler requirements, as defined within this SOW.
A solution architectural diagram will be defined and documented upon completion
of Project planning and design activities and is subject to Chandler approval. The
integrations outlined within “Table 1 - MyMeter Integrations” are included within the
scope of this SOW:
#
System
Integration Use
Case
Interface Type
Approach
1
Utility CIS (“Advanced CIS Infinity")
1.1
Customer Data
Standard Integration
via REST API
One-Time Historical Load
HARRIS provides in the VertexOne
standard format
VertexOne to configure REST Web
Service.
Typical approach for historical data
from CIS Infinity.
◦ Active Accounts,
◦ Finalized Accounts with current
balance,
◦ Finalized Accounts within the
last fifteen (15) months, for tax
purposes,
◦ Non-Metered Accounts, if
applicable,
◦ Vacant Accounts, if applicable
for new services.
Daily Updates
• Daily updates will be sent to
MyMeter in the VertexOne
standard format.
• Daily updates include items such
as Name Changes, Meter Change,
Service Location move in/move out
dates, Rate Changes, New
Accounts, etc.
•
The daily file will be a delta
file with only changes.
New Customers to Chandler
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#
System
Integration Use
Case
Interface Type
Approach
•
Upon registration MyMeter
will look to the information
in the database to match
against the name on
account and account
number.
1.2
Billing History
Standard Integration
via REST API
HARRIS provides in the VertexOne
standard format
VertexOne to configure REST Web
Service
This format contains billing
information and usage/meter
information.
• Typical approach for historical
data from CIS Infinity.
◦Twenty-four (24) months of
historical billing data
• Updated with each billing cycle
that is run each month.
1.3
Transaction
History
Standard Integration
via REST API
HARRIS provides in the VertexOne
standard format
VertexOne to configure REST Web
Service
Among other data items, this data
will also contain the ‘Confirmation
#’ from Payment Provider for the
payments made via the portal.
• Typical approach for historical
data from CIS.
◦ Twenty-four (24) months of
historical transaction data
• Updated with each
payment/transaction that is made.
• This format may also contain Fees,
Adjustments, and Documents (e.g.,
Disconnect Notices).
1.4
Update Mailing
Address
Web Service
HARRIS to configure CIS Infinity
VertexOne to configure MyMeter
1.5
Update Primary
Phone
Web Service
HARRIS to configure CIS Infinity
VertexOne to configure MyMeter
1.6
Inquiry/Update
E-Mail
Web Service
HARRIS to configure CIS Infinity
VertexOne to configure MyMeter.
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#
System
Integration Use
Case
Interface Type
Approach
1.7
Start, Stop,
Transfer, and
New Service
Web Service
HARRIS to configure CIS Infinity for
Department Code, and Action
Codes
VertexOne to configure MyMeter
with CIS Infinity Department Code
and Action Codes
VertexOne to configure SST User
Interface.
1.8
Service
Requests
Web Service
HARRIS to configure CIS Infinity
VertexOne to configure MyMeter.
2
Payments Solution
2.1
Bill Pay Service
Functionality
iframe
• VertexOne Configures Invoice
Cloud iframe solution.
• The Customer provides test and
production endpoints and
credentials.
3
Bill Presentment
3.1
Bill Retrieval
and
Presentment
iframe
• VertexOne Configures Invoice
Cloud iframe solution.
4
AMI Meter Usage Data (AMI Head-End)
4.1
Meter Usage
Data - Interval
Data
Standard Integration
File Based
• VertexOne provides as per
standard format with Neptune 360
and MyMeter.
NOTE: Integrations listed as “Optional” are available at additional cost and are not
included within the scope of this SOW.
Services Scope
Project Management
Project management occurs throughout the project. A Harris Project Manager (PM)
will be the primary point of contact for Chandler on the MyMeter CSS portal
implementation. Harris will provide the PM’s name and contact information to
Chandler for Chandler’s prior review. The Harris PM will oversee the delivery Harris’
services required for a successful MyMeter under the terms and conditions of the
Parties Agreement. The project team will directly report to the PM, and the PM will
have the authority and support to manage the project team in the best interest of
the project. The PM is also accountable for the following high-level project activities:
•
Interface with Chandler assigned PM.
•
Conduct regular internal project meetings to ensure that all aspects of the
project are understood by the team and that progress and risks are properly
reported.
•
Conduct regular project meetings with Chandler.
•
Review of project status, schedule, risks, and resources as well as any other
issues that may affect the success of the project.
Project Planning
Advanced, VertexOne, and Chandler will partner together for successful project
execution. Project Kickoff will involve all members of the Harris, VertexOne, and
Chandler project team. Before the remote Project Kickoff meeting, Harris,
VertexOne, and Chandler will assemble their respective teams who will review this
SOW in preparation for the Project Kickoff meeting.
The Project Schedule must identify the deadlines, activities, deliverables, and
resources required for the successful MyMeter CSS portal project. As part of the
Project Kickoff, The Harris PM, the Chandler PM, and VertexOne staff will review the
Project Schedule and internal project dates that may affect project milestones (for
example, third-party delivery dates). Chandler is responsible for managing the
timelines and deliverables of any third-party vendor (I.e. Payment processor), to
ensure they meet the requirements of the approved Project Schedule. The Harris PM
and the Chandler PM will finalize the project schedule within two (2) weeks of the
Project Kickoff meeting.
Any significant changes to the project timeline during the project are to be
communicated and reviewed by the Project Sponsors of Chandler and
Harris. Significant changes affecting the overall scope of the project may necessitate
the use of the Change Control process.
As part of Project Kickoff, the Harris PM will work with the Chandler PM and
VertexOne staff to organize project information to prepare the Project Schedule. The
Harris PM will organize and present the information required to start the project and
will, at a minimum, address and deliver the following:
•
Project Schedule
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•
Core Team (including contact list)
•
Training Course Syllabus
•
Issues Tracking Tool set-up and overview
•
MyMeter CSS Overview Session
•
MyMeter CSS Portal Discovery Workshop
Change Control Process
Harris will coordinate a joint effort with Chandler to document a Change Control
process to manage project scope. The Change Control process will identify how
changes are initiated and their impact on the project will be identified, documented,
and communicated to Chandler. Appropriate sign-off channels will be developed for
Change Order approval.
Status Reports
Status reporting provides a mechanism for monitoring and controlling the project's
progress.
Harris will use various methods to communicate regularly with Chandler, including
status reports and status meetings. Additional project communications will be
performed via E-mail and telephone on an as-needed basis.
Harris’s Project Manager will attend status meetings with Chandler Project Manager
via phone/video conference call to focus on project status/progress, issues that could
impact the project schedule, technical or operational issues affecting the project,
and risk assessment. These meetings shall occur weekly.
Harris will provide a weekly status report documenting work in progress compared
to schedule, issues, actions, risks, and budget. Harris will also provide a monthly
summary of project progress, including significant risks and issues resolved and
significant risks and issues raised.
Deliverables
•
Weekly Status Meeting and Report
•
Monthly Project Progress Summary
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Environment Provisioning
Environments included in the scope of this SOW are shown in “Table 2 – Initial
Environment Description” below. Harris will provide the required IT infrastructure
and ancillary software required to host the MyMeter CSS portal software within these
environments. Harris will install the MyMeter CSS portal software version that is
commercially released within the environments. During the project, Harris will work
with Chandler to further detail the product release schedule (patches, future
versions, etc.) to ensure that timing does not negatively impact the project schedule.
Any adjustments to the project schedule because of product release timing will be
mutually agreed to. Chandler is responsible for deciding how many metering
endpoints to use for testing in the Test environment. Installing and activating the
metering endpoints that will be utilized for testing within the Test environments is
also a Chandler responsibility. Changes to any environmental requirements will
follow the change management process.
Environment
Description
Number of Meters
Production
The target environment where the full
business requirements will be
implemented and utilized by Chandler
end users for day-to-day operations. An
annual true-up will occur during the
invoicing process to align with increases
or decreases in the total number of
accounts.
88,000 AMI Meters
Test
An environment that is configured like
Production and that is used for functional
and integration testing. Lacks the
scalability of Production which limits
performance testing to scale. If the total
number of accounts goes above the 10%
limit for the test environment, Chandler
will maintain accountability to ensure the
test environment is limited to Chandler-
approved users for data security.
8,600
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Configuration
A MyMeter CSS Overview Session is held with the core project team at the beginning
of the Project Kickoff phase. As part of the session, Harris and VertexOne will provide
a walk-through of the basic functionality to assist with understanding the MyMeter
CSS solution and to guide configuration requirements.
Chandler will be provided with a MyMeter CSS portal Configuration Checklist as part
of the Project Kickoff which is required to be completed by Chandler in full. This
Configuration Checklist informs the Chandler-specific software configurations that
will be delivered to Chandler for their MyMeter CSS portal based on the standard,
out-of-the-box software functionality outlined within the functional scope above.
Chandler will have ten (10) business days to complete and return the Configuration
Checklist. If Chandler needs to extend completion of the Configuration Checklist
beyond the ten (10) business day window, Harris will provide a change order for the
extended period.
Customer Self-Serve (CSS) Portal Discovery Workshop
Harris will conduct a Customer Self-Serve (CSS) portal Discovery Workshop. This
workshop will be led by Harris and will review Chandler's functional and aesthetic
requirements.
Before the start of the workshop, Chandler will complete the Configuration Checklist
provided by Harris.
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Testing
Harris uses an Agile approach for the implementation of MyMeter CSS portal as well
as the development, testing, and defect resolution of any customizations or
integrations. As The test environment is provisioned for the MyMeter CSS portal for
Chandler and integrations are developed, it is expected that Chandler will provide
the resources outlined in “Table 15 – Testing Roles and Responsibilities” to assist in
the testing integrations and provide feedback as they are implemented. This
ensures a rapid feedback loop to identify and resolve any issues. Throughout testing,
and as new features or fixes are introduced in a release, regression testing will be
performed to validate that existing features continue to function as expected.
Prior to testing, Chandler will develop a Test Plan which will be shared with Harris for
feedback to ensure alignment with the overall testing methodology.
Both parties will align the MyMeter CSS deployment with the Advanced CIS Infinity
project timelines to ensure a coordinated release. The stages of testing that will be
performed during the MyMeter CSS project include:
Phase
Description
Lead
Support
Smoke Testing
Validation to ensure core
functionalities of MyMeter are
working as expected. This
includes happy path
integration testing to ensure
no errors are returned from the
3rd party system. This testing is
done in advance of any
Customer testing.
Harris
Chandler
(3rd party
system
validation)
Functional and
Iterative Testing and
Feedback
Validation to ensure solution
meets core functional
requirements/ specifications.
Chandler
Harris
System Integration
Testing
Validation to ensure successful
integrations, import/export,
SSO, between MyMeter and
other systems. Typically occurs
after Functional Testing.
Chandler
Harris
User Acceptance
Testing
Validation to ensure that the
solution fulfills business
requirements and can be used
by end-users. This includes
verification that related utility
business processes are
conducted successfully.
Chandler
Harris
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Testing Activities
The following testing activities will be reviewed, modified, enhanced with more
details, and finalized during project planning.
Organization
Title
Activities
Harris
Project
Manager
•
Oversee testing support; report progress or
defects as required.
Harris
Implementation
Analyst
•
Provide support to testing activities and
resolve defects.
•
Assist in testing feature development
against the requirements for that feature.
•
Perform initial testing of the integrations.
•
Provide consultation and technical support
for Chandler led testing and verification of
the related functionality.
•
Perform regression testing on the MyMeter
functionality with each release.
•
Participate in system integration testing to
validate the proper operation of the
MyMeter CSS portal as it relates to
integration with CIS Infinity and the
Payments processor side of the integration.
•
Track Defects raised during testing and
verification and provide resolutions.
Chandler
Test Lead
•
Create a Test Plan.
•
Provide iterative feedback to the Harris and
VertexOne team for issue resolution.
•
Oversight of Customer testing activities.
•
Joint responsibility for coordination of
defect resolution.
•
Creation of Test Summary Report.
•
Assist in testing.
Chandler
Testing Analyst
•
Assist in initial integration testing (part of
smoke testing) to ensure the expected
result in integrated systems (e.g., CIS
Infinity).
•
Perform testing and document results.
•
Provide iterative feedback to the Harris and
VertexOne team for issue resolution.
Training
As part of the MyMeter CSS portal project for Chandler, comprehensive training
sessions are integral to ensure the smooth adoption and functionality of the new
CSS portal. The training module, structured in several phases, includes an Overview
Session to introduce the core project team to the MyMeter CSS portal, highlighting
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its features and aiding in the completion of the Configuration checklist. This is
followed by detailed Testing, which demonstrates the configured CSS portal
application and introduces Chandler to hands-on exposure to the software.
The culmination of the training process is the Administrator Training Session,
tailored for users responsible for the administration of the MyMeter CSS portal. This
session focuses on empowering administrators with the knowledge to manage user
roles, update content, and maintain the system effectively. By ensuring that each
team member from Chandler is competent in utilizing the MyMeter CSS portal, the
project sets a strong foundation for operational success and user satisfaction.
Please note that training of Chandler’s end-user customers is not within the scope of
this SOW.
Production Cutover Plan
Chandler, with assistance from Harris, is responsible for preparing a comprehensive
production cutover plan. The cutover plan may include details such as the
environment(s) to use for testing, the environment to use production for cutover,
what integrated MyMeter functions will be used during cutover, and how interfaces
will be exercised during cutover. Decisions on what environment to use for testing is
a Chandler responsibility. Harris has provided high-level and typical uses of
environments outlined in Table 2 above. Defining the overall test strategy and
detailed test plan is also a Chandler responsibility. Harris will support Chandler in
defining the cutover plan by providing consultation and subject matter expertise as
it pertains to the MyMeter CSS portal functionality and integrations within the scope
of this SOW.
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Roles and Responsibilities
Harris’s Responsibilities
1.
Harris will maintain project communications with Chandler’s Project Manager.
2. Harris will manage the efforts of the Harris and VertexOne staff and coordinate
activities with Chandler’s Project Manager.
3. Harris will conduct regular (e.g. weekly or as required) telephone status report
conversations with Chandler ’s Project Manager.
4. Harris will participate in weekly reviews with Chandler’s project team. Participation
can be waived by mutual agreement.
5. Harris will respond within one business day to critical issues raised by Chandler’s
Project Manager.
6. Harris will prepare and submit a status report that includes: the accomplishments of
the previous month, activities planned for the current month, and an update to the
Project Schedule in Smartsheet format, as well as an update to the action item list.
7. Harris will prepare and submit project change proposals to Chandlers Project
Manager as necessary.
8. Harris and Chandler will cooperate to reasonably resolve deviations from the Project
Schedule.
9. Harris will monitor the project to ensure support resources are available as scheduled.
10. Harris will coordinate and oversee the provisioning and delivery of all software within
the scope of this SOW.
11. Harris will coordinate and oversee the efforts of configurations and integrations
identified in this SOW (exclusive to the CIS Infinity and MyMeter side of the interface).
12. Harris will monitor and support all testing phases and will be available to answer
questions and resolve issues generated during testing.
Chandler’s Responsibilities
1.
Chandler will establish a Project Team that is representative of the operational areas
that will be affected by this project.
2. Chandler will designate a Project Manager who will manage the efforts of the
Chandler Team and/or staff and coordinate activities with the Harris Project Manager.
3. Chandler’s Project Manager must ensure that personnel have the time, resources, and
expertise to carry out their respective tasks and responsibilities.
4. Chandler’s Project Manager or designee will participate in the scheduled (e.g. weekly
or as required) status meetings with Harris’s Project Manager.
5. Chandler will review current business practices and consider and/or adopt new
business practices as needed.
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6. Chandler will provide responses within three (3) business days to critical issues raised
by the Harris Project Manager, and Chandler acknowledges that Harris may not be
able to proceed until such response is received.
7. If this project requires onsite presence, Chandler will make available meeting spaces
as required for project meetings. Meeting spaces should be equipped with a
whiteboard and markers, flip chart, LCD projector, conference phone, and internet
connection.
8. If this SOW requires on-site presence, Chandler shall establish a training/testing room
that will provide space, computers (with necessary software), and access to the
software for the number of users specified in the contract. The training room will be
equipped with a whiteboard and markers, flip chart, LCD projector, conference phone,
and internet connections.
9. Chandler will ensure mutually agreed upon Change Orders are approved and
processed in accordance with the Change Order Procedure.
10. Chandler Staff will attend scheduled training sessions.
11. Chandler will perform testing as outlined within this SOW.
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Project Assumptions
The services, fees, and delivery schedule for this engagement are based upon the
following assumptions:
1. General
a. Fees outlined below are in addition to “Infinity CEP” fees outlined in Exhibit
B of Implementation of Infinity CIS Version 5 City of Chandler Agreement
No. 4577
b. Any items not explicitly identified within this SOW are considered out of
scope. Any changes to those responsibilities and/or deliverables will be
considered a change in scope for the engagement. Any proposed change
to the engagement scope must be put into written format and be
submitted to Harris during this engagement for review and consideration.
c. The project will be deemed complete, and the software will be considered
operational once the items listed as in scope of this SOW have been
delivered and there are not any Priority 1 tickets open for this project.
d. All effort estimates and timelines are based on the project approach
outlined within this SOW.
e. All work as part of this SOW will be performed during regular Harris
business hours, Harris and City of Chandler will mutually agree on working
hours for meetings and collaborative work as part of this SOW.
f. Training of Chandler’s end-user customers is not within the scope of this
SOW.
g. Invoices are payable as provided in the parties governing Agreement.
h. Additional services required by Chandler through the end of Post Live and
approved through the Change Control Process (e.g. requirement changes
or changes to the project scope) will be billed at a rate of $250/hour
through the end of 2025. After which the current Services Rate may be
applied. Services required after that period will be billed in accordance
with the Support and Maintenance Agreement.
2. Engagement
a. Chandler and Harris will assign the appropriate resources to schedule and
complete all required responsibilities outlined within this SOW.
b. Staffing issues will be resolved between Chandler and Advanced Project
Managers. Both parties will make every reasonable effort to maintain
stable project staffing for the life of the project and minimize disruption to
the project.All Chandler and Harris Project Team members are expected to
take normal vacation and holiday days throughout the project except
during stages of the project where their presence is critical.
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c. Chandler and Harris will provide access and support from their respective
organizations, stakeholders, and third parties listed within this SOW as
deemed necessary by Chandler and Harris throughout this project.
d. Both parties will make every reasonable effort to maintain stable project
staffing for the life of the project and minimize disruption to the project. If
this cannot occur:
i. Both parties will define an escalation path that defines who can
resolve resource allocation conflicts, determine the priority of the
conflicting work, and communicate with the affected parties,
including the Project Managers of both projects.
ii. Harris will make commercially reasonable efforts to work around
any conflicting priorities. Depending on the length of time the
resource is not available and the task the conflict occurs on, this
could result in a delay in the project schedule. If these delays
result in extended project timelines, a Change Order will be
issued to outline the impacts on schedule and cost.
iii. Impacts and/or changes to project resources by either party are
the responsibility of that same party to replace and provide
knowledge transfer that will mitigate the risk of resource loss.
Custom Modifications & Integrations
e. Harris will work with Chandler and third-party vendors to ensure successful
integrations and implementation of the solution. However, Chandler will
secure, as required and in a timely fashion, the assistance and cooperation
of third-party vendors to ensure a successful implementation. A change
order may be created if the third-party vendor is unavailable or non-
cooperative and, as such, results in an impact to the schedule or effort.
f. Third-party vendors’ solutions can provide the information required by
Harris as well as accept the information provided by Harris.
g. Chandler will ensure systems interfacing with Harris provide data in a
format acceptable to Harris and mutually agreed upon in project
documentation.
h. All third-party software and hardware products are assumed to perform
correctly in Chandler’s current production environment, in accordance
with the appropriate third-party vendor’s specifications.
i.
Unless specifically stated within this SOW, the MyMeter CSS portal will not
be embedded within any third-party applications or websites.
j.
Additional Professional Services may be provided on-site or via the
telephone at the rate of two hundred and fifty ($250) per hour through the
end of 2025. 2026 Professional Services rates are two hundred and sixty-
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two dollars and fifty cents ($262.50) per hour. 2027 Professional Services
rates are two hundred and seventy-five dollars and sixty-three cents
(275.63) per hour. After which the current Services Rate may be applied.
Additional Professional Services work performed on-site does not include
travel, lodging, and per diem expenses. Helpline support and Support
Services do not include training or other Professional Services. Customer
shall incur a seven-hundred fifty dollar ($750) daily surcharge for any
Professional Services provided on weekends or Advanced recognized
holidays; plus the corresponding standard Professional Services fees and
any applicable travel charges.
3. Technical
a. Harris shall provide advance written notice (email acceptable) of any
scheduled activity requiring remote access to Chandler’s network or
systems, including the purpose and expected duration of such access.
Chandler will reasonably cooperate to facilitate and accommodate such
access, including ensuring the required connectivity, permissions, and
personnel availability needed for Harris to perform the work.
For urgent or unplanned activities requested by Chandler, Harris will notify
Chandler as soon as reasonably practicable prior to initiating access, and
Chandler will similarly make reasonable efforts to provide the necessary
access and support. Harris shall comply with all applicable Chandler
policies when accessing City systems.
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Fees and Payments
The following fees and payments are based on the scope outlined within this SOW.
One-time Costs
DESCRIPTION
COST
Professional Services
Includes:
•
Project Management
•
Business Analysis
•
Environment Provisioning
•
Configurations
•
Integrations
•
Reporting
•
Testing
•
Training
•
Go-Live Support
$141,500
Professional Services currently included in CIS v5 Upgrade SOW
($67,000)
TOTAL ONE-TIME COSTS
$74,500
Annual Subscription Costs
DESCRIPTION
COST
MyMeter CSS Portal Subscription:
Includes:
•
Software Licensing
•
Maintenance & Support
•
Hosting & Technical Services
•
Updates and Upgrades
$167,715/yr
Annual Subscription currently included in CIS v5 Upgrade SOW
($98,000/yr)
TOTAL ANNUAL RECURRING COSTS
$69,715/yr
Note: VertexOne commits to supporting the City of Chandler on the MyMeter Portal
for a period of thirty-six (36) months following go-live, after which the City of
Chandler will migrate to VertexOne’s then-current portal solution (VXconnect) in
accordance with mutually agreed migration terms.
Total Project Costs (Year 1)
TOTAL YEAR 1 PROJECT COSTS
$144,215.00
Optional Items
DESCRIPTION
COST
Professional Services: Additional ITC
$50,000
TOTAL
$50,000.00
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Payment Milestones
Professional Services:
•
20% on SOW Execution
•
20% on Project Kickoff
•
25% on the Provisioning of Environments
•
25% on the Start of Testing
•
10% 30 days post-Go-Live
Subscription:
•
100% on the provisioning of environments
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APPENDICES
Appendix A – MyMeter Utility License
This MyMeter Utility License Agreement (“Agreement”) is a legal agreement between the
Chandler ("Utility") who purchased the MyMeter software and related services from an
authorized reseller, and VertexOne, LLC ("VertexOne") regarding the provision of, license to,
access to, and use of the MyMeter software and related services (the "Services"). In this
Agreement, "we", "us" and "our" refer collectively to VertexOne.
IMPORTANT:
THIS AGREEMENT DOES NOT ALTER THE RIGHTS OR OBLIGATIONS AS BETWEEN UTILITY
AND THE RESELLER FROM WHICH UTILITY PURCHASED THE RIGHT TO ACCESS AND USE THE
SERVICES ("RESELLER"), PURSUANT TO ANY WRITTEN AGREEMENT BETWEEN UTILITY AND
RESELLER REGARDING THE SERVICES. THIS AGREEMENT INSTEAD SETS FORTH ADDITIONAL
TERMS DIRECTLY BETWEEN UTILITY AND VertexOne, AND UTILITY MAY OTHERWISE SEEK
RIGHTS OR REMEDIES FROM RESELLER PURSUANT TO UTILITY'S AGREEMENTS WITH
RESELLER. FOR THE CONSIDERATION RECEIVED BY VERTEXONE UNDER THE RESELLER
AGREEMENT AND HARRIS/ADVANCED RECEIVED UNDER THE HARRIS/ADVANCED
AGREEMENT WITH UTILITY, AND BECAUSE THE RESELLER AGREEMENT IMPOSES
OBLIGATIONS AND DUTIES ON UTILITY OVER WHICH UTILITY HAS NO DIRECT CONTROL,
RESPONSIBILITY, OR ABILITY TO ADDRESS, VERTEXONE AND HARRIS/ADVANCED
ACKNOWLEDGE, ACCEPT, AND AGREE THAT UTILITY IS AN EXPRESS THIRD-PARTY
BENEFICIARY OF THE RESELLER AGREEMENT AND MAY EXERCISE ALL RIGHTS AND
INTERESTS UNDER THE RESELLER AGREEMENT. FURTHER, HARRIS/ADVANCED ACCEPTS
AND AGREES TO DEFEND, INDEMNIFY AND HOLD UTILITY HARMLESS UNDER THE RESELLER
AGREEMENT TO THE EXTENT THAT A DUTY OR OBLIGATION UNDER THE RESELLER
AGREEMENT DOES NOT DIRECTLY ARISE OUT OF OR IS NOT THE DIRECT RESULT OF A
GROSSLY NEGLIGENT, WILLFUL, OR KNOWING ACT, ERROR, OR OMISSION BY UTILITY.
1.
CERTAIN DEFINITIONS. In addition to other terms that are defined as set forth in this
Agreement, the following terms shall have the following definitions:
1.1. "Device" means any Utility or Utility's User's computer, tablet, smartphone, or any other
electronic device.
1.2. “Intellectual Property” means any and all of the following in any jurisdiction throughout
the world and all rights in, arising out of, or associated therewith: (a) patents, utility models,
and applications therefor, and all reissues, divisions, re-examinations, renewals, extensions,
provisionals, continuations and continuations-in-part thereof, and equivalent or similar rights
anywhere in the world in inventions and discoveries, including invention disclosures; (b) all
trade secrets, inventions (whether or not patentable and whether or not reduced to practice),
and other rights in know-how and confidential or proprietary information; (c) all mask works,
works of authorship and copyrights, registrations and applications therefor, and all other rights
corresponding thereto (including moral rights), throughout the world; (d) rights in software
(including without limitation APIs, source code, object code, and mark-up language); (e) rights
of publicity, personality, identification, or similar personal or group attributes; (f) trade names,
logos, common law trademarks and service marks, trade dress, trademark and service mark
registrations, and applications therefor and any goodwill associated therewith; and (g) any
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similar, corresponding, or equivalent rights to any of the foregoing and any other intellectual
property or proprietary rights throughout the world.
1.3. "Modifications" means additional or modified functionality, updates, enhancements,
security updates and patches, and upgrades to the Services or to remove or terminate the
functionality of any Services in accordance with the termination provisions of this Agreement.
1.4. “Users” means each individual user of the Services.
2.
LICENSE SUBJECT TO THIS AGREEMENT. Unless otherwise noted in this Agreement,
and to the fullest extent allowed under any applicable laws, all terms and conditions of this
Agreement apply to the license and Utility's accessing and using of any and all Services and
provision of the Services to its customer Users, as otherwise granted pursuant to a written
agreement with Reseller. Utility's license rights to the Services are subject to Utility's
compliance with this Agreement and are also expressly limited to the rights granted by
Reseller to Utility, which are in turn are limited by the rights granted by VertexOne to Reseller
to resell to Utility a license to access and use the Services and to allow its customer Users to
access and use the Services (hereinafter, those rights and licenses Reseller is authorized to
resell to Utility being "Rightfully Granted Licenses").
2.1. THIRD PARTY SOFTWARE. Utility acknowledges that VertexOne may have
incorporated into the Services Intellectual Property created by third parties (“Third Party
Intellectual Property”), and Utility agrees that Utility's right to use the Services containing Third
Party Intellectual Property may be subject to the rights of third parties and limited by
agreements with such third parties.
2.2. TITLE AND OWNERSHIP OF THE SERVICES. Title to and ownership of the Services and
all copies thereof remain with VertexOne and any other licensor(s) of the same, regardless of
the form or media in or on which they may exist, and Utility agrees to protect all of VertexOne's
ownership interests therein. Utility is granted no implied licenses to any other Intellectual
Property rights other than pursuant to Rightfully Granted Licenses. Utility acknowledges that
the Services contain trade secrets of VertexOne, its suppliers, or licensors, including but not
limited to, the specific internal design and structure of individual programs and associated
interface information, databases and database structures, regulatory compilations, and other
Content accessed within the Services. All rights not expressly granted in this Agreement or
pursuant to Rightfully Granted Licenses are reserved by VertexOne and its licensors.
3.
RESTRICTIONS ON USE. Utility may use the Services only for purposes expressly
permitted within the Services, pursuant to the terms of this Agreement, and pursuant to
Rightfully Granted Licenses. As a condition of Utility's use of VertexOne’s Services, Utility
warrants to VertexOne that Utility will not knowingly use the Services for any purpose that is
unlawful or prohibited by these terms, conditions, and notices. For example, Utility may not
(and may not authorize any party to) do the following, except as allowed under Rightfully
Granted Licenses: (i) co-brand the Services, (ii) frame the Services, without the express prior
written permission of an authorized representative of VertexOne, (iii) transfer, assign or
sublicense Utility's login information or right to use the Services to another person or entity
and Utility acknowledges that any attempted transfer, assignment, sublicense or use shall be
void; (iv) make error corrections to, or otherwise modify or adapt, the Services or create
derivative works based upon the Services, or permit third parties to do the same; (v) reverse
engineer or decompile, decrypt, disassemble or otherwise reduce the Services to human-
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readable form, except to the extent otherwise expressly permitted under applicable law
notwithstanding this restriction; (vi) disclose, provide, or otherwise make available trade
secrets contained within the Services in any form, to any third party without the prior written
consent of VertexOne; (vii) use VertexOne's Intellectual Property to develop any software
application or products and services similar to the Services; or (ix) perform, display, or otherwise
access or use the Services for the benefit of others outside of the scope of the Rightfully
Granted Licenses granted to Utility. For purposes of this Agreement, “co-branding” means to
display a name, logo, trademark, or other means of attribution or identification of any party in
such a manner as is reasonably likely to give a User the impression that such other party has
the right to display, publish, or distribute the Services or any Content accessible within the
Services. In addition, Utility may not knowingly use Services in any manner which could disable,
overburden, damage, or impair the Services or interfere with any other party's use and
enjoyment of the Services. Utility may not obtain or attempt to obtain any materials, Content,
or information through any means not intentionally made available or provided through the
Services. Utility may not use scrapers, bots, spiders, or other automated tools to collect or index
the Content of the Services without our express permission.
4.
MONITORING OF USE AND ADDITIONAL RESTRICTIONS. Utility acknowledges and
agrees that VertexOne reserves the right to remotely prevent access to and/or use of the
Services, with or without notice to Utility, including without limitation in the event that (i)
VertexOne becomes aware, from Utility or otherwise, of unauthorized access or use of the
Services by any third party using any user name, password, or other login credentials of Utility
or its Users, or in the event of a security concern related to the Services, or (ii) Utility's violation
of any term or condition of this Agreement. VertexOne reserves the right, but does not have
the obligation, to monitor use of Services to determine compliance with this Agreement. The
types of information, such as Devices used to access the Services, may also be tracked by
VertexOne (such as via Internet Protocol address and other log information regarding the
Device, its operating system, browser, and other information regarding the User) to identify
the Device and locate where on the Internet that computer is located, as well as Utility's use of
the Services. It is Utility's responsibility to administer the use, distribution and security and of
its and its Users' passwords. Utility shall promptly notify VertexOne if Utility becomes aware
that such passwords are compromised or being used by unauthorized users. VertexOne may
use and disclose Utility's and its Users' information, including without limitation Identity
Content, in special instances when VertexOne has reason to believe disclosing this information
is necessary to investigate, identify, contact, or bring legal action against someone who may
be causing injury to or interfering with VertexOne's rights or property, other Service Users, or
anyone else. VertexOne may disclose information when subpoenaed, if ordered or otherwise
required by a court of law, arbitrator, or other similar proceeding or the rules governing such a
proceeding, for government investigations, with government agencies if required by law, to
exercise, establish, or defend VertexOne's or Reseller's rights, to protect VertexOne's vital
interests or those of any other third party, and when VertexOne otherwise believes in good
faith that any applicable law requires it. VertexOne will use reasonable efforts to notify Utility
prior to such disclosure, unless prohibited by law.
5.
UTILITY RESPONSIBILITIES. The Services need to pull certain data from the Utility's
systems in order populate the databases used in the Services. This requires that the software
data loader program be placed on the Utility's systems computer to pull data. The Utility shall
be responsible for supplying and maintaining all computer hardware at its site. The computer
hardware shall meet the following requirements: computer connected to the internet with at
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least a 15 MB internet bandwidth capacity, internal computer storage of 12 GB ram, and 150 GB
disc space, and computer must be accessible by VertexOne through secured internet
connection. The Utility shall provide the data to VertexOne in accordance with the file
specifications to be provided to the Utility. The Utility is responsible for the content of any use
or privacy policy to be included on the Utility's website. Said policy shall be made available to
VertexOne as a hyper link for inclusion on the web site for MyMeter. VertexOne is not
responsible for damages resulting from the web site privacy or use policy supplied by the
Utility.
6.
ADDITIONAL REPRESENTATIONS BY UTILITY. Utility represents and warrants that (a)
Utility is the owner or authorized user of any information or content of any type provided by
Utility in conjunction with the Services; and (b) Utility shall use the Services only for lawful
purposes and will comply at all times with all applicable federal, state, and local laws and
regulations applicable to the use of the same.
7.
PROPRIETARY INFORMATION. The material and content accessible through the
Services including without limitation all Intellectual Property in or related thereto, whether
software (whether in object code, source code, or mark-up language form), photos or other
images, video, audio, text, or otherwise (the “Content”), whether provided by VertexOne or its
licensors, is the proprietary information of VertexOne or the party that provided or licensed the
Content to VertexOne, whereby such providing party retains all right, title, and interest in the
Content. Accordingly, the Content may not be copied, distributed, republished, uploaded,
posted, or transmitted in any way outside of the normal functionality of the Services without
the prior written consent of VertexOne. Modification or use of the Content, except as expressly
provided in this Agreement violates VertexOne’s Intellectual Property rights or the rights of its
licensors. Neither title nor Intellectual Property rights to Content are transferred to Utility by
access to the Services.
8.
PROPRIETARY NOTICES. Utility agrees to maintain and reproduce all copyright, patent,
trademark and other proprietary notices on all copies, in any form, of the Services and its
Content, in the same form and manner that such copyright and other proprietary notices are
included on the Services, whether they are VertexOne notices or those of third parties
including without limitation any other User.
9.
UTILITY DATA OWNERSHIP. As between VertexOne and Utility, “Identity Content”
given to VertexOne by Utility under this Agreement shall at all times remain the property of
Utility and shall be Utility Confidential Information under Section 10 below. VertexOne shall
have no rights in the Identity Content other than the limited right to use such for the purposes
of providing the Services or those expressly set forth in this Agreement. For the purposes of
this Agreement, “Identity Content” shall mean any and all data received from the Utility that is
identifiable as data from that Utility or data identifiable to a specific individual person.
10.
CONFIDENTIAL INFORMATION. The Services, including, but not limited to, source and
object code, logic and structure, database structure, and any and all copies of the foregoing,
regardless of the form or media in or on which any of them may exist (all together, the
“VertexOne Confidential Information”) constitute valuable trade secrets, are the Intellectual
Property and confidential information of VertexOne and any other of their licensor(s), and are
protected by copyright and Intellectual Property laws, international treaty provisions, and
applicable laws of the country in which such VertexOne Confidential Information is being used.
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VertexOne Confidential Information additionally includes non-public information disclosed by
VertexOne if it is clearly and conspicuously marked as “confidential” or with a similar
designation at time of disclosure or non-public information disclosed by VertexOne if, by its
nature, would generally be considered by VertexOne to be confidential. Utility's confidential
information is any passwords used in connection with the Software and information that Utility
specifically designates as confidential. Neither VertexOne Confidential Information nor Utility
Confidential Information shall include information which: (i) is or becomes public knowledge
through no fault of receiving party; (ii) was in receiving party's possession before receipt from
the disclosing party; (iii) is rightfully received by receiving party from a third party without any
duty of confidentiality; (iv) is disclosed to a third party by the disclosing party without a duty of
confidentiality on the third party; (v) is independently developed by the receiving party; or (vi)
is disclosed with the prior written approval the disclosing party. Each party may only disclose
the other party's confidential information to those individuals who are participating in the
performance of this Agreement and who need to know such confidential information for
purposes of receiving and/or using such confidential information in a way expressly permitted
by this Agreement, and neither party may use the confidential information of the other party
for any purpose except as authorized under this Agreement. VertexOne Confidential
Information nor Utility Confidential Information may be disclosed in response to a valid court
order or other legal process only to the extent required by such order or process and only after
the party making such response has given the other party written notice, if legally allowed, of
such court order or other legal process promptly and the opportunity for that other party to
seek a protective order or confidential treatment of such confidential information, at that other
party's expense, with reasonable cooperation by the responding party. Notwithstanding the
foregoing, Utility, as a public entity, may be required to disclose records in accordance with
applicable public records laws; Utility shall provide VertexOne with reasonable prior notice of
any such required disclosure to the extent permitted by law. Each party shall retain all
ownership of its confidential information including without limitation all Intellectual Property
rights in that confidential information. Subject to the licenses granted in this Agreement,
Utility agrees, both during the term of the Agreement and after the termination of the
Agreement to hold VertexOne Confidential Information in confidence and to protect the
disclosed VertexOne Confidential Information by using the same degree of care to prevent the
unauthorized use, dissemination or publication of the VertexOne Confidential Information as
Utility uses to protect Utility's own confidential information of a like nature, but in no event
with less than reasonable care. Utility shall be responsible and liable under the terms of this
Agreement for any violation of the confidentiality requirements of this Section committed by
Utility's employees, agents, representatives, or independent contractors.
11.
MAINTENANCE AND UPGRADES. Any Modifications provided to Utility shall be subject
to the rights and obligations, including without limitation the applicable license terms and
license restrictions, set forth in and referenced by this Agreement.
12.
TERMINATION. The licenses granted by VertexOne under this Agreement may be
terminated in accordance with the terms of any written agreement between Utility and
Reseller regarding the Services. The licenses granted by VertexOne under this Agreement
immediately terminate upon any breach by Utility of this Agreement. Upon termination of a
license from VertexOne under this Agreement for any reason, Utility shall immediately cease
using the Confidential Information of VertexOne, and Utility shall (i) cease accessing and using
the Services, and any access or use of the Services by Utility's Users, subject to the terminated
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license, (ii) return VertexOne's Confidential Information to Reseller or destroy it, at Reseller's
election, and (iii) at VertexOne's request, provide VertexOne and Reseller with certification
from a principal officer of Utility's organization that Utility has complied in full with the
requirements of this Section. The provisions of this Agreement shall survive any termination
of this Agreement or any license rights granted to Utility by VertexOne except for those
provisions granting from VertexOne to Utility any license or rights in relation to the Services.
13.
FEEDBACK. Utility may provide feedback to VertexOne with respect to the Services.
Notwithstanding any provision of the Agreement to the contrary, VertexOne may use such
feedback for any purpose without obligation of any kind. To the extent a license is required to
make use of such feedback, Utility hereby grants to VertexOne an irrevocable, non-exclusive,
perpetual, royalty-free, transferrable license, with right to sublicense through multiple levels,
to such feedback in connection with VertexOne's business (and the business of its parent,
subsidiary, sister, and otherwise affiliated businesses), including without limitation for the
enhancement of the Services. Utility represents and warrants that (i) Utility owns or otherwise
controls all of the rights in and to the feedback and can grant the license set forth in this
Agreement, (ii) Utility has no obligations under law or contract, such as an employment or
independent contractor agreement, that would interfere with the rights granted by Utility
under this Agreement or would be interfered with by Utility's grant of such rights, and (iii) the
feedback Utility supplies is accurate, not misleading, and otherwise in accordance with the
terms of this Agreement, and such feedback does not infringe or misappropriate the
Intellectual Property of any third party.
14.
DISCLAIMER. VertexOne does not assume any responsibility or risk for Utility's use of
the Internet. The Content is not necessarily complete and up-to-date and should not be used
to replace any written reports, statements, or notices provided by VertexOne or any third party.
UTILITY'S AND ITS USERS' USE OF THE SERVICES IS AT UTILITY'S AND THOSE USERS' OWN
RISK. THE SERVICES AND ITS CONTENT ARE PROVIDED “AS IS” AND WITHOUT WARRANTIES
OF ANY KIND, EITHER EXPRESSED OR IMPLIED, FROM VertexOne. VertexOne DISCLAIMS ALL
WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR
A PARTICULAR PURPOSE, TITLE, OR NON-INFRINGEMENT IN RELATION TO THE SERVICES
AND THE CONTENT. VertexOne DOES NOT WARRANT THAT THE FUNCTIONS OR CONTENT
CONTAINED IN THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS
WILL BE CORRECTED, OR THAT THE SERVICES OR THE SERVER THAT MAKES THEM
AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. VertexOne DOES
NOT WARRANT OR MAKE ANY REPRESENTATION REGARDING USE, OR THE RESULT OF USE,
OF THE SERVICES OR CONTENT IN TERMS OF ACCURACY, RELIABILITY, OR OTHERWISE. THE
CONTENT MAY INCLUDE TECHNICAL INACCURACIES OR TYPOGRAPHICAL ERRORS, AND
VertexOne MAY MAKE CHANGES OR IMPROVEMENTS AT ANY TIME. SOME STATES MAY NOT
ALLOW THE DISCLAIMER OF IMPLIED WARRANTIES OR TO SELL A CONSUMER PRODUCT
“AS-IS,” SO THIS EXCLUSION MAY NOT APPLY TO UTILITY.
15.
LIMITATION ON LIABILITY. TO THE FULLEST EXTENT ALLOWED BY LAW, SUBJECT TO
THE LIMITATIONS AND EXCLUSIONS SET FORTH IN THE MASTER SERVICES AGREEMENT
BETWEEN UTILITY AND RESELLER (THE “MSA”), TO THE EXTENT VertexOne IS DEEMED A
“SERVICE PROVIDER” THEREUNDER, VertexOne AND ITS RESPECTIVE SUBSIDIARIES,
AFFILIATES, LICENSORS, SERVICE PROVIDERS, CONTENT PROVIDERS, EMPLOYEES, AGENTS,
OWNERS, SHAREHOLDERS, MEMBERS, OFFICERS, AND DIRECTORS, BUT EXCLUDING
RESELLER, WHOSE LIABILITY SHALL INSTEAD BE GOVERNED SOLELY BY THE MSA, SHALL
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NOT BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, INDIRECT, EXEMPLARY, PUNITIVE,
OR SPECIAL DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF REVENUE, INCOME,
PRODUCTION, USE, BUSINESS, OR PROFIT, OR LOSS OF DATA OR DIMINUTION IN VALUE,
EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
IN NO EVENT SHALL THE COLLECTIVE LIABILITY OF VertexOne AND ITS AFFILIATES EXCEED
THE LIABILITY CAP APPLICABLE TO “SERVICE PROVIDERS” UNDER THE MSA, AND IN NO
EVENT SHALL VertexOne’S LIABILITY, IF ANY, EXCEED THE FEES PAID BY RESELLER TO
VertexOne UNDER THE APPLICABLE ORDER OR AGREEMENT. UTILITY EXPRESSLY
UNDERSTANDS AND AGREES THAT UTILITY SHALL NOT HAVE GREATER RIGHTS AGAINST
VertexOne THAN IT HAS AGAINST RESELLER UNDER THE MSA, AND THAT ALL CLAIMS
ARISING FROM OR RELATING TO THE SERVICES SHALL BE SUBJECT TO THE SAME
LIMITATIONS, EXCLUSIONS, AND CONDITIONS SET FORTH IN THE MSA.
NOTHING HEREIN SHALL BE CONSTRUED TO CREATE PRIVITY OF CONTRACT BETWEEN
UTILITY AND VertexOne. SOME JURISDICTIONS DO NOT ALLOW THE LIMITATION OR
EXCLUSION OF LIABILITY FOR CERTAIN TYPES OF DAMAGES. AS A RESULT, THE ABOVE
LIMITATION OR EXCLUSION MAY NOT APPLY TO UTILITY.
16.
INDEMNITY. Each Party (the “indemnifying Party”) will, to the fullest extent permitted
by law, and excluding any claim to the extent, caused by the gross negligence or willful
misconduct of the other party indemnify, defend, and hold the other party and its respective
subsidiaries, affiliates, licensors, content providers, service providers, employees, agents,
owners, shareholders, members, officers, directors, and contractors (the “Indemnified Parties”)
harmless from: (1) any breach of this Agreement by the Indemnifying Party, including without
limitation any use of Services and its Content other than as expressly authorized in this
Agreement; (2) any claims brought by third parties arising out of the Indemnifying Party’s or
it’s users use of the Services, including without limitation any Content or information accessed
from the Services; (3) personal injury, wrongful death or damage to tangible personal property
caused by the products and/or services promoted, sold or distributed by the Indemnifying
Party; (4) defective products promoted, sold or distributed by the Indemnifying Party; or (5)
representations or claims made about products or services promoted, sold or distributed by
the Indemnifying Party. Each party agrees to indemnify against any and all resulting loss,
damages, judgments, awards, costs, expenses, and attorneys' fees (collectively "Losses") of the
Indemnified Parties in connection therewith to the extent arising from the acts or omissions
of the Indemnifying Party.
17.
TRADEMARKS AND COPYRIGHTS. Trademarks, service marks, logos, and copyrighted
works appearing in the Services are the property of VertexOne or the party that provided the
trademarks, services marks, logos, and copyrighted works to VertexOne. VertexOne and any
party that provided trademarks, service marks, logos, and copyrighted works to VertexOne
retain all rights with respect to any of their respective trademarks, service marks, logos, and
copyrighted works appearing in the Services. Utility agrees that VertexOne may identify Utility
as a client and for such purpose use Utility's name and logo in connection with referencing
VertexOne clients in any publication, web site or press release, upon written consent from
Utility, that shall not be unreasonably withheld.
18.
MISCELLANEOUS. This Agreement, and all claims or causes of action (whether in
contract, tort or statute) that may be based upon, arise out of or relate to this Agreement, or
the negotiation, execution or performance of this Agreement (including any claim or cause of
action based upon, arising out of or related to any representation or warranty made in or in
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connection with this Agreement or as an inducement to enter into this Agreement), and
Utility's use of the Services (collectively a "Dispute"), shall be governed by, and enforced in
accordance with, the internal laws of the State of Arizona, including its statutes of limitation
and excluding its conflicts of law rules. Utility's use of the Services may also be subject to other
local, state, national, or international laws. Any legal suit, action, or proceeding arising out of or
related to this Agreement or the licenses granted hereunder will be instituted exclusively in
the federal courts of the United States or the courts of the State of Arizona in each case located
in the city of Chandler and the County of Maricopa, and each party irrevocably submits to the
exclusive jurisdiction of such courts in any such suit, action, or proceeding.
Notwithstanding the foregoing, in lieu of or addition to any other remedies available to
VertexOne, VertexOne may seek injunctive or other relief in any state, federal, or national court
of competent jurisdiction for (i) any actual or alleged infringement of VertexOne’s or any third
party's intellectual property or proprietary rights; or (ii) any breach of the confidentiality
provisions in this agreement. Utility hereby irrevocably consents to the exclusive jurisdiction
and venue of the state and federal courts of the State of Arizona with respect to any such
injunctive or other relief. Utility further acknowledges that VertexOne’s rights in its intellectual
property and confidential information are of a special, unique, extraordinary character, giving
those rights peculiar value, the unauthorized use, disclosure, or loss of which cannot be readily
estimated and may not be adequately compensated for in monetary damages.
If any part of this Agreement is unlawful, void, or unenforceable, that part will be deemed
severable, shall be modified by a court of competent jurisdiction or arbitrator to reflect to the
maximum extent possible the original intention of the parties as dictated by the original
wording, and will not affect the validity and enforceability of any remaining provisions.
This Agreement shall be legally binding upon and inure to the benefit of VertexOne and Utility,
and our respective successors and permitted assigns.
If there is any waiver of a breach or failure to enforce any of the provisions contained herein, it
shall not be deemed as a future waiver of said terms or a waiver of any other provision of this
Agreement.
No amendment to or modification of this Agreement is effective unless it is in writing and
signed by an authorized representative of each party.
Utility agrees that no joint venture, partnership, employment, or agency relationship exists
between Utility and VertexOne as a result of this agreement or use of VertexOne’s Services.
The section headings appearing in this Agreement are inserted only as a matter of
convenience and in no way define, limit, construe or describe the scope or extent of such
section or in any way affect such section.
This Agreement constitutes the entire agreement among the parties relating to this subject
matter and supersedes all prior or contemporaneous communications and proposals, whether
electronic, oral or written between Utility and VertexOne with respect to the Services.
Notwithstanding the foregoing, any additional terms and conditions within the Services will
govern the items to which they pertain.
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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.
No Israel Boycott. By entering into this Agreement, Contractor certifies that Contractor is not
currently engaged in, and agrees for the duration of the Services Agreement and this
Agreement, not to engage in a boycott of Israel as defined by state statute.
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 subcontractor’s employee who provides services
under this Agreement to ensure that the Contractor and subcontractors comply with the
warranty under this provision.
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.
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.
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.
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Appendix B – Hosting Services Agreement
City of Chandler, AZ
Hosting Services Agreement
September, 2025
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THIS HOSTING SERVICES AGREEMENT “the Hosting Services Agreement”) made as of the
day of
, 2026 (the “Effective Date”). BETWEEN:
N. HARRIS COMPUTER CORPORATION (“Harris”)
- and –
CITY OF CHANDLER, AZ (“Organization”)
WHEREAS, the Organization has acquired a license to utilize the Software and
Sublicensed Software, to obtain certain related Professional Services; and Support and
Maintenance Services for the Software and Sublicensed Software (as those terms are defined
in the Implementation of Infinity CIS Version 5 City of Chandler Agreement NO.4577 between
the parties to which this Agreement is attached (the “Agreement”) from Harris pursuant to
the Agreement; and
WHEREAS, Organization has opted to purchase certain hosting services from Harris
and Harris has agreed to provide such hosting services to Organization, for the Software and
Sublicensed Software, on the terms and conditions of this Hosting Services Agreement.
NOW THEREFORE, in consideration of the mutual covenants set out in this Hosting
Services Agreement and for other good and valuable consideration (the receipt and
sufficiency of which is hereby acknowledged), the parties agree as follows:
ARTICLE I: INTERPRETATION
Section 1.1
Definitions
Any capitalized terms not otherwise defined in this Section 1.1 or in this Agreement shall have
the meaning ascribed to them in the Agreement.
1.
“Maximum Accounts” means the maximum number of accounts for which
Organization is authorized to use the Software as specified in Statement of Work
to the Agreement, with an account being identified as a discrete address.
2. “Maximum Meters” means the maximum number of meters with which
Organization is authorized to use the Software as specified in Statement of Work
to the Agreement.
Section 1.3
Attachments
The Attachments described below and appended to this Hosting Services Agreement shall
be deemed to be integral parts of this Hosting Services Agreement and are incorporated
herein by reference:
•
Attachment “A” – Hosting Services Availability and Support Services
•
Attachment “B” – Fees, Data Storage Limit, Data Export Limit
•
Attachment “C” – Data and Security Standards
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Attachment “A” - Service Availability and Support Services
Part 1: Definitions
For purposes of this Attachment B to the Hosting Services Agreement, the following terms
have the meanings set forth below. All capitalized terms in this Statement of Work that are
not defined in this Part 1 shall have the respective meanings given to them in the Main
Agreement.
1.
"Availability Requirement” has the meaning given to it by Part 2 of this SLA.
2.
“Business Day(s)” has the meaning given to it by applicable law.
3.
“Customer Cause" means any of the following causes of an Error,: (a) any negligent or
improper use, misapplication, misuse or abuse of, or damage to, the Harris Systems by
Organization or its Representatives; (b) any maintenance, update, improvement or
other modification to or alteration of the Harris Cloud Services or the Harris Systems by
Organization or its Representatives; (c) any use of the Harris Cloud Services or the Harris
Systems by Organization or its Representatives in a manner inconsistent with the then-
current Documentation; (d) any use by Organization or its Representatives of any
products or services that Harris has not provided or caused to be provided to
Organization; (e) delay or failure of performance by Organization of its obligations
under this Agreement; or (f) any use by Organization of a non-current version or release
of the Harris Cloud Services, notwithstanding notice from Harris that updates, fixes or
patches are required; (g) or any act or omission by Organization or any Authorized
User/access to or use of the Harris Cloud Services by Organization or any Authorized
User, or using Organization's or an Authorized User's access credentials, that does not
strictly comply with this Agreement and the Documentation. For clarity, if any of the
foregoing is authorized by Harris in writing, it will not be considered a “Customer
Cause”.
4.
"Designated Representative" has the meaning set forth in Part 3 (d).
5.
"Error" means a failure of the Harris Cloud Service to operate in all material
respects in accordance with the Documentation, provided that the failure is
either reproducible or can be reasonably identified, verified, or confirmed by
Harris through logs, diagnostics, or investigation. ‘Error’ includes any failure
referred to in the Service Level Table.
6.
“Exceptions” has the meaning given to it by Part 2.
7.
"First Line Support" means (i) the identification, diagnosis and correction of Errors by
Harris help desk technicians by telephone or e-mail communications with a
Designated Representative following submission of a Support Request; and/or (ii)
referral to technical information on the Harris Site for proper use of the Harris Cloud
Services.
8.
“Force Majeure Event” means an event of “Force Majeure”, as that term is defined by
Section 17.9 of the Main Body.
9.
"Main Body" means the main body of the Hosting Services Agreement between the
parties dated the Effective Date.
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10.
"Out-of-Scope Services" means any of the following: (a) any of the services set forth in
Exhibit I of this SLA, and any other services that Organization and Harris may from time
to time agree in writing are not included in the Support Services; (b) any services
requested by Organization and performed by Harris in connection with any apparent
Services Error that Harris has reasonably determined to have been caused by a
Customer Cause; and (c) any Second Line Support requested by Organization and
provided by an individual requested by Organization whose qualification or experience
is greater than that reasonably necessary to resolve the relevant Support Request.
11.
"Remote Access Software" has the meaning set forth in Part 3.
12.
"Remote Services" has the meaning set forth in Part 3.
13.
"Resolve" and the correlative terms, "Resolved", "Resolving" and "Resolution" each
have the meaning set forth in Part 3.
14.
"Second Line Support" means, where Errors are not Resolved by First Line Support, the
escalation to second line support for the identification, diagnosis and correction of
Errors through a Designated Representative by telephone or e-mail or through Remote
Services or otherwise, as the parties may agree.
15.
“Service Level Failure” has the meaning given to it in Part 2.
16.
“Service Level Table” means the table set out in Part 3.
17.
"Service Period" has the meaning given to it in Part 2.
18.
"Severity 1" has the meaning set forth in Part 3.
19.
"Severity 2" has the meaning set forth in Part 3.
20.
"Severity 3" has the meaning set forth in Part 3.
21.
"Support Hours" means those hours between 8:00 AM and 8:00 PM Eastern Time on
Business Days.
22.
"Support Request" has the meaning given to it in Part 3.
23.
"Support Services" means Harris's First Line Support and Second Line Support but
excludes the support of: (i) Implementation Services; (ii) Professional Services; and/or (iii)
Out-of-Scope Services.
24.
"Support Service Levels" means the defined severity levels and corresponding
required service level responses, response times, and Resolutions referred to in the
Support Service Level definitions.
25.
"Third-Party Components" has the meaning given to it by Section 1.1 of the Hosting
Services Agreement.
Part 2: Availability Requirement
Subject to the terms and conditions of this Hosting Services Agreement, Harris will use
commercially reasonable efforts to make the Hosting Services Available at least ninety-nine
and one-half percent (99.5%) of the time in any given calendar month during the Hosting
Services Term (each such calendar month, a "Service Period"), excluding un-Availability as a
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result of any of the Exceptions described below in this Part 2 (the "Availability Requirement").
"Service Level Failure" means a material failure of the Hosting Services to meet the
Availability Requirement. "Available" means the Hosting Services delivered pursuant to a
particular Services Order are available for access and use by Organization and its Authorized
Users in a production environment.
For the purposes of calculating the Availability Requirement, the following are "Exceptions"
to the Availability Requirement, and neither the Hosting Services, the Sublicensed Software,
or the Software will be considered un-Available, nor any Service Level Failure be deemed to
occur, in connection with any failure to meet the Availability Requirement or impaired ability
of Organization or its Users to access or use the Hosting Services that is due, in whole or in
part, to any:
a.
Organization Cause;
b.
Organization's or its User's Internet connectivity;
c.
Force Majeure Event;
d.
failure, interruption, outage, or other problem with any software, hardware, system,
network, facility, or other matter not supplied by Harris pursuant to this Agreement;
e.
Scheduled Downtime;
f.
any interruption to the access or use of the Hosting Services that occurs in a non-
production environment;
g.
emergencies in the nature of security risks and updates to address such security risks;
h.
the failure, interruption, outage, or other problem with a Third-Party Component; or
i.
disabling, suspension, or termination of the Hosting Services for cause by Harris.
Availability Calculations
Availability is calculated as follows:
Description
Calculation of Availability
Service Period
Percentage of time the
Hosting Services is
Available.
𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨𝑨= 𝑨𝑨−𝑨𝑨−𝒄𝒄
𝑨𝑨−𝑨𝑨
𝒙𝒙 𝟏𝟏𝟏𝟏𝟏𝟏
Where:
a = Total minutes in the month
b = Total minutes of planned
maintenance in the month
c = Total minutes of unplanned
service outages in the month
Each Calendar Month
Service Level Failures and Remedies
In the event of a Service Level Failure, Harris shall issue a credit to Organization in the
amounts set out in the table below (a "Service Level Credit(s)"), provided however, that Harris
has no obligation to issue any Service Level Credit unless Organization: (i) reports the Service
Level Failure to Harris immediately on becoming aware of it; and (ii) requests such Service
Level Credit in writing within thirty (30) days of the Service Level Failure.
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Service Period Availability
(as calculated in the table above)
Service Level Credit (Percentage of
Monthly Payment of Annual Subscription
Fees)
Equal to or greater than 99.5%
0%
Equal to or greater than 98.5%
2%
Equal to or greater than 97.5%
6%
Less than 97.5%
12%
Service Level Credits are not compounding and shall be limited to a maximum of twelve
percent (12%) of the pro-rated portion of the Annual Subscription Fees paid by Organization
for the Services applicable to the calendar month in which the Service Level Failure occurred
(and in no event shall the total Service Level Credits due to Organization in any twelve (12)
month period exceed 12% of the Annual Subscription Fees). Any Service Level Credit due to
Organization under this Attachment B will be issued to Organization and applied at the
time of invoicing for the next applicable invoice date. This Part A sets forth Harris’ obligation
and liability and Organization’s sole remedy for any Service Level Failure.
Scheduled Downtime
Harris will use commercially reasonable efforts to:
i.
Schedule downtime for routine maintenance of the Hosting Services between the
hours of 10:00 p.m. and 6:00 a.m. Pacific Time on Business Days or anytime during
Non-Business Days for the production environment; and
ii.
Give Organization at least 7 business days prior notice of all scheduled downtime of
the Services ("Scheduled Downtime") for production and non-production
environments under non-emergency/high-criticality situations.
Part 3: Support Services
Harris shall provide the First Line Support and the Second Line Support during the Support
Hours throughout the Service Period in accordance with the terms and conditions of this SLA
and the Main Body, including the Service Levels.
Support Service Levels
a.
Response times and Resolution will be measured from the time Harris receives a
Support Request until the respective times Harris has: (i) responded to that Support
Request, in the case of response time; and (ii) Resolved that Support Request.
"Resolve", "Resolved", "Resolution" and correlative capitalized terms mean, with
respect to any Support Request, that Harris has corrected the Error that prompted
that Support Request. Harris shall respond to, and Resolve Support Requests as set
out below based on Organization's initial designation of the severity of the associated
Error, subject to Harris’ right to review and propose changes to such designation after
Harris’ investigation of the reported Error and consultation with Organization, with
the final severity designation to be mutually agreed upon by both parties for
resolution;
b.
Harris shall Resolve the Support Request within a commercially reasonable period
following the diagnosis of the Error. In the case of Errors designated by Organization
as Severity Levels 1 or 2 (High or Medium, respectively), if Harris Resolves the Support
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Request by way of a mutually agreed upon work-around, the Error will be reduced to
a Severity Level of 3.
Response Times
Response times will vary and are dependent on the severity of the call. We do our best to
ensure that we deal with incoming calls in the order that they are received, however calls will
be escalated based on the urgency of the issue reported. Our response time guidelines are
as follows:
a.
Severity 1 – Critical/High:
0 - 30 minutes
Severity 1: Production Software unusable, customer-facing issues affecting multiple
City of Chandler accounts
b.
Severity 2 – Medium:
1 - 2 hours
Severity 2: Partial software functionality unusable/Partial service unavailable
c.
Severity 3 – Low:
1 - 24 hours
Severity 3: Cosmetic
Upon written request in Team Support to the designated representative, tickets may be
escalated to a higher Severity.
Ticket resolution target times are as follows:
(a) Severity 1 – Critical/High: Immediate – work commences and continues until issue
resolved or workaround deployed; Provide City with updates every 60 minutes on
the status of the resolution during standard City of Chandler business hours;
Agree to get on a conference call to troubleshoot with all impacted parties.
(b) (a) Severity 2 – Medium – work commences and continues until issue resolved or
workaround deployed; Provide City with updates every 90 minutes on the status
of the resolution during standard City of Chandler business hours; Agree to get on
a conference call to troubleshoot with all impacted parties.
Call Severities
To assign our resources to incoming calls as effectively as possible, we have identified three
types of call severities, 1, 2 & 3. A Severity 1 call is deemed by our support staff to be a High
Severity call, Severity 2 is classified as a Medium Severity and Severity 3 is deemed to be a
Medium/Low Severity. The criteria used to establish guidelines for these calls are as follows:
a. Severity 1 – High
•
System Down (users have no access to Advanced production environment)
•
Inability to process bills/invoices
•
Program errors without workarounds impacting critical processes
•
Aborted postings or error messages preventing data integration and update
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•
Performance issues of severe nature impacting critical processes
•
Data Security issues
•
Issues causing critical integrations to completely fail
Note: the existence of a mutually agreed upon work-around precludes a Severity 1 or Severity
2 issue in most cases.
b. Severity 2 – Medium
•
System errors without manageable workarounds
•
Report calculation issues
•
Error messages preventing data integration and update
•
Issues causing non-critical integrations to fail completely
•
Performance issues of severe nature not impacting critical processes
c. Severity 3 – Low
•
System errors that have manageable workarounds
•
Performance issues not affecting critical processes
•
Modification requests relating to efficiency or other usability considerations
•
Report formatting issues
•
Training questions, how to, or implementing new processes
•
Aesthetic issues
•
Requests/recommendations for enhancements on system changes
•
Questions on documentation
Designated Representative
Organization shall designate the individual(s) who will act as a direct liaison with Harris and
be responsible for communicating with and providing timely and accurate information and
feedback to Harris in connection with the Support Services (each such individual, a
"Designated Representative"). The Designated Representative(s) will be the sole liaison(s)
between Organization and Harris in sending Support Requests and communicating with
Harris in connection with any matters relating to the provision of the Support Services.
Support Requests
If, after reviewing support resources, Organization has not corrected an Error, Organization
may request Support Services by way of a Support Request. Organization shall classify its
requests for Error corrections in accordance with the severity level numbers and definitions
within the service level definitions set forth above and shall submit its request through the
Harris support portal located on the Harris Site, or such other means as the parties may agree
to in writing (each a "Support Request"). Organization shall include in each Support Request
a description of the reported Error and the time Organization first observed the Error. The
Service Level Table will not apply to support requests that do not follow the process set out in
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this section and Harris will not, in those circumstances, be required to meet the Service
Levels.
Call Process
All Errors or questions reported to Harris are tracked via a support call ticket; Our current
process for logging calls includes the following: TeamSupport (via website), email, and
phone.
a.
Your call must contain at a minimum: your organization name, contact person,
software product and version, module and/or menu selection, nature of issue, detailed
description, including screenshots of steps, of your question or issue, a trace (xtrace) of
the behavior, and any other information you believe pertinent.
b.
Our support system or one of our support analysts will provide you with a ticket
number to track your issue and your call will be logged into our support tracking
database.
c.
Your call will be stored in a queue and the first available support representative will be
assigned to deal with your issue.
d.
As the support representative assigned to your call investigates your issue, you will be
contacted and advised as to where the issue stands and the course of action that will
be taken for resolution. If we require additional information, you will be contacted by
the assigned support representative to supply the information required.
e.
All correspondence and actions associated with your call will be tracked against your
call in our support database. At any time, if available to you, you may log onto our
website to see the status of your call.
f.
Once your call has been resolved, you will receive an automated notification by email
that your call has been closed. This email will contain the entire event history of the
call from the time the call was created and leading up to the resolution of the
call. You also have the option of viewing both your open and closed calls, if available
to you, via our website.
g.
If your issue needs to be escalated to a development resource or programmer for
resolution, your issue will be logged into our development tracking database, and you
will be provided with a separate ID number to track the progress of the issue. The ID
number will remain open until your issue has been completely resolved. Issues
escalated to development will be scheduled for resolution and may not be resolved
immediately depending on the nature and complexity of the issue.
h.
Contact the support department at your convenience for a status update on your
development issues, or log onto our website (if available to you) to view your issues
on-line.
i.
Automated closing of issues: The Organization will be consulted before closing a
support issue whenever possible. However, if a ticket is in a customer-action status
(ex: “Client Testing”) it may be closed after four (4) weeks of inaction after reasonable
attempt by Support to obtain an update. A closed ticket may be re-opened at any
time.
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Escalation Process
Our escalation process is defined below. This process has been put in place to ensure that
issues are being dealt with appropriately. If at any time you are not completely satisfied with
the resolution of your issue, you are encouraged to escalate with the support department as
follows:
Level 1:
Contact the support representative working on your issue
Level 2:
Contact the support team lead or manager
Level 3:
Contact the director or vice president of support
Level 4:
Contact the executive vice president
NOTE: The names, titles, and contact information for the above points of contact for
escalations can be found in TeamSupport at the following link:
https://advancedutilitysystems.na2.teamsupport.com/login/user
Hours of Operation
Business hours are 8:00 a.m. to 8:00 p.m. EST
For Emergency support after business hours, you can contact our after hours emergency line
– (416) 277-1750. This phone rotates among members of our Customer Success Team. If you
receive a voicemail on the cell phone line, your call will be returned within the hour.
However, if you know that you will be working on a weekend or into an evening kindly
provide our Team with 48 hours’ notice so that we can ensure resources will be on standby to
assist you.
Holiday Schedule
Below is a listing of statutory holidays. Please note that support services will be closed on
designated days as outlined below. Staff will be available via the after-hours support phone
to deal with critical incidents.
New Year’s Eve:
Early Closure
New Year's Day:
Closed
Good Friday:
Closed
Civic Holiday:
Closed
Labor Day:
Closed
Thanksgiving:
Closed
Christmas Eve:
Early Closure
Christmas Day:
Closed
Boxing Day:
Closed
New Year's Day
(January 1)
President’s Day
Billable Support Services
The services listed below are examples of services that are out of scope of the Service Level
Agreement and are therefore considered billable services:
•
Extended training
•
Forms redesign or creation (includes bill prints, notices, letters, forms, etc.)
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•
Setup and changes to interfaces or creation of new interfaces
•
Setup of new utility services or changes to services / Rates
•
Request to add/change business process configuration for new or changing
requirements
•
Setup of new receipt printers, printer setup changes
•
Data conversions / global modification to setup table data
Test Databases & Environments
We support customers in the maintenance of independent test environments for testing
purposes. This allows customers the opportunity to test fixes, modifications, new business
processes and/or scenarios without risking any potentially unwanted changes to the live
environment. The creation of additional test databases and application instances is a billable
service, quotations and incremental maintenance rates will be provided on request.
Updates
Within a reasonable time of Error diagnosis, Harris may give Organization electronic updates
of the nature and status of its efforts to correct an Error, including, if possible, a description of
the Error and estimated time to reach Resolution.
Remote Support Services
Harris may provide Support Services to Organization remotely, including by means of
telephone or internet telephony, or over the internet through the use of Remote Access
Software ("Remote Support Services") to assist in maintaining the systems and analyzing and
Resolving any Error reported by a Support Request during the Support Period. Organization
shall give Harris permission to use remote access software necessary for Harris to provide the
Remote Support Services to Organization ("Remote Access Software"). The Remote Access
Software contains technological measures designed to collect and transmit to Harris certain
diagnostic, technical, usage and related information relating to or derived from
Organization's use of the Advanced Cloud Services and Third-Party Products. The parties
acknowledge and agree that Harris and its agents, Affiliates or subcontractors may collect,
maintain, process and use: (i) only such information as is necessary to assist in analyzing and
Resolving a Support Request; and (ii) use such information solely to provide the Support
Services in accordance with the terms and conditions of this SLA and the Main Body;
b.
To ensure we can effectively support our clients, we require that a communication
link is established and maintained between our two sites. It is the Organization’s
responsibility to ensure the connection is valid at your location so that we can connect
to your site and resolve any issues. Our supported methods of connection are: Direct
internet, Virtual Private Network (VPN), Remote Access Server (RAS), Direct
Connection (modem) and Terminal Services (a backup connection may be required
for file transfers
c.
Harris shall treat any information it collects, maintains, processes or uses under this
Section 13 as Organization's Confidential Information.
Out-of-Scope Services
Organization may request Out-of-Scope Services through a Change Order, in accordance
with the terms and conditions of this SLA and the Main Body.
Attachment “B” – Fees, Data Export Limit, Data Storage Limit
Intentionally Omitted.
Page 50 of 99
Attachment “C” – Data and Security Standards
1.
Data
1.1 Harris shall use commercially reasonable efforts to store, maintain and protect
Data. Harris has established and maintains data security procedures and other
safeguards within the Software intended to protect against the destruction,
corruption, loss, or alteration of customer data, and designed to prevent access,
intrusion, alteration, or other interference by any unauthorized third parties of
customer data. Customer data is managed and stored using various database
technologies that offer scalability and reliability with architecture developed to
support logical segregation of data throughout each customer instance. Customer
data is maintained in segregated schemas and data access models which are
designed to ensure that the application layer exposes to users only data that they
are permitted to view according to security configurations within the application.
This helps protect against unauthorized or unintended information disclosure.
Organization is solely responsible for setting up and maintaining all application-
level system administration functions available within the Software, Third Party
Software, and Sublicensed Software, including without limitation security settings
and configurations.
1.2 The Hosting Services have received SOC 2 Type 1 Certification and Microsoft Azure
has received SOC 2 certification, and other compliance frameworks. Additionally,
the Advanced CIS Infinity Software is Veracode verified. For a complete list of
Microsoft Azure certifications please visit: https://docs.microsoft.com/en-
us/azure/compliance/.
2
Relevant Aspects of the Control Environment, Risk Assessment, Monitoring, and
Information and Communication
2.1 The applicable SOC II trust services criteria were used to evaluate the suitability of
design of controls stated in the description. This section provides information
about the five interrelated components of internal control at Harris, including:
2.1.1
Control Environment: Sets the tone of an organization, influencing the
control consciousness of its people. It is the foundation for all other
components of internal control, providing discipline and structure.
2.1.2
Communication and Information: Surrounding these activities are
information and communication systems. These enable the entity’s
people to capture and exchange information needed to conduct and
control its operations.
2.1.3
Risk Assessment: The entity’s identification and analysis of relevant risks
to support achievement of its objectives, forming a basis for
determining how the risks should be managed.
2.1.4
Monitoring Activities: The entire process must be monitored, and
modifications made necessary. In this way, the system can react
dynamically, changing as conditions warrant.
Page 51 of 99
2.1.5
Control Activities: Control policies and procedures must be established
and executed to help ensure that the actions identified by
management as necessary to address risks to achievement of the
entity’s control objectives are effectively carried out.
City of Chandler, AZ
Change Order #7:
CIS Infinity v5 Solid Waste Configuration
Created: December 18, 2025
Valid Until: February 18, 2025
Related to Item CITY OF CHANDLER SOFTWARE AS A SERVICE AGREEMENT
IMPLEMENTATION OF INFINITY CIS VERSION 5 CITY OF CHANDLER AGREEMENT
NO. 4577; Effective Date December 11, 2023
Table of Contents
Introduction ................................................................................................................................... 54
Chandler Points of Contact ...................................................................................................... 55
Project Scope ................................................................................................................................. 55
Task 3 – Implementation Approach ....................................................................................... 56
Schedule 1 – Fees and Payments ............................................................................................ 57
Fee Structure ......................................................................................................................................................... 57
Pricing Assumptions ......................................................................................................................................... 57
Payment Milestones ........................................................................................................................................ 60
Termination ................................................................................. Error! Bookmark not defined.
Approvals ..................................................................................... Error! Bookmark not defined.
Appendix A – List of Reports ..................................................................................................... 61
Appendix B – Solid Waste Functional Discovery Document ....................................... 64
Page 54 of 99
SOW Version Control
Version Number
Purpose/Change
Author(s)
Date
1
Original Version
Pav Sekhon
Sept 15, 2025
1.1
Added 40
ServiceLink Users +
Optional PS ITC
Pav Sekhon
November 3, 2025
Introduction
The project is defined as the deployment of Solid Waste configuration within CIS
Infinity v5, by Advanced Utility Systems (“Advanced”) for City of Chandler, AZ
(“Chandler”).
This document describes the Scope of Work (“SOW”) to be delivered by Advanced, as
well as defines the principal activities and deliverables of both Advanced and
Chandler for this project.
Except as otherwise expressly set for herein, this Statement of Work (“SOW”) shall be
subject to the terms and conditions of the Master Agreement between Chandler
and Harris dated December 11, 2023. These agreements are effective upon signature
by and between Harris and Chandler and are hereby incorporated by reference. In
the event of a conflict between this SOW and the Master Agreement, this SOW shall
control.
The project, as outlined in this Scope of Work (“SOW”), encompasses all aspects of
Chandler’s CIS Infinity upgrade and migration, including but not limited to project
management, requirements gathering, migration preparation, data migration,
configuration, including interfaces and training.
Chandler Points of Contact
Primary Point of Contact (POC)
Name
Jordan Scott
Title
IT Portfolio Manager
Organization
City of Chandler
Address
175 S Arizona Avenue, Chandler AZ 85225
Phone
480-782 - 2490
Email
jordan.scott@chandleraz.gov
Website
https://www.chandleraz.gov/
Additional Contact
Name
Tabitha Sauer
Title
Solid Waste Manager
Organization
City of Chandler
Address
175 S Arizona Avenue, Chandler AZ 85225
Phone
480-782-3430
Email
Tabitha.Sauer@chandleraz.gov
Website
https://www.chandleraz.gov/
Project Scope
Advanced and Chandler agree to cooperatively manage the cost, schedule, and
scope of the project. The project scope is limited to the tasks and deliverables
identified in this SOW and responses to the functional requirements attached to this
document. Items not included in this SOW and its appendices are considered out of
scope.
Advanced will provide the following services regarding the CIS Infinity to Chandler:
•
Project Management
•
Installation and configuration of ServiceLink Mobile Work Management
Software
•
Installation of standard ServiceLink workflow templates
•
Conversion Scope.
•
Configuration of Appendix B: Solid Waste Functional Discovery Document
(“FDD”).
•
Reports development of Appendix A List of Reports.
•
ServiceLink training will be provided to the designated training person for
the organization only
•
Testing Support.
•
Cutover to Go-Live.
Page 56 of 99
Task 3 – Implementation Approach
This implementation will align with the deployment of CIS v5.
Project Management.
The Solid Waste components will be incorporated into the v3 to v5
implementation project meetings, status update, and project schedule.
Conversion Scope.
The City of Chandler will be responsible for any data cleanup required in the
current CIS v3 Infinity system or in the current RMS (Solid Waste) system. The City
of Chandler will then provide extracted data to Advanced in the prescribed
format.
Advanced will perform data conversion activities based on the provided load files.
The timely delivery of accurate and complete load files is essential, and any delays
may impact the overall project schedule and be subject to the change control
process.
Configuration
The v5 CIS Infinity system will be configured based on the Configuration defined
in the Solid Waste Discovery Document included in Appendix B.
Reports Development
The Reports and Filters listed in Appendix A will be developed by Advanced using
Crystal Reports based on the specifications agreed to during the Solid Waste
Reports Discovery process.
Testing Support.
The testing of the Solid Waste functionality will be incorporated into the
Functional, Integration Testing, and UAT testing cycles and Smartsheet test cases
of the v3 to v5 CIS upgrade.
Cutover to Go-Live.
The Solid Waste solution being presented in this Statement of Work will be
delivered along with the v3 to v5.
Schedule 1 – Fees and Payments
Fee Structure
Professional Services Fees
Item
Price
Services related to CIS Infinity and ServiceLink for Solid Waste
•
Project Management
•
Data Conversion
•
Configuration
•
Reports
•
Functional Testing Support
•
ITC Support
•
Training
•
Go-Live support
•
Post Go-Live support
•
ServiceLink Trash Configuration
$180,015.00
Solid Waste Reports
$208,335.00
Total
$388,350.00
License Fees
Item
Price
Additional CIS Infinity User Licenses
N/A – none
included
ServiceLink Solid Waste License
$14,500.00
ServiceLink User License : 40 Named Users
$68,000.00
Total
$82,500.00
Annual Recurring Fees
Item
Price
Additional CIS Infinity User Annual Fees
N/A – none
included
ServiceLink Solid Waste Annual Fees
$3,625.00
ServiceLink User Annual Fees: 40 Named Users
$17,000.00
Total
$20,625.00
*Annual fees above are in addition to Chandler’s 2025 recurring fees and any other
existing agreements between the parties.
**Chandler is currently licensed for up to 85 CIS Concurrent User licenses and 15
ServiceLink Named User licenses. Should additional licenses be required, licenses
are subject to current Harris pricing.
Estimated Travel Expenses
Item
Price
Advanced Travel Expenses
•
Available on request
Billed as incurred per
rates outlined in MSA
OPTIONAL ITEMS
Item
Price
Professional Services: Additional ITC
$50,000
Total
$50,000.00
Page 58 of 99
Pricing Assumptions
1. The annual recurring fees outlined above will be added to the existing 2024
annual recurring fees. Beyond Year 1, Annual Recurring Fees are due on the
anniversary of the Effective Date.
2. Annual recurring fees are subject to an annual price increase.
3. Additional services required by Chandler through the end of Post Live and
approved through the Change Control Process (e.g. requirement changes or
changes to the project scope) will be billed at a rate of $250/hour through the
end of 2025. After which the current Services Rate may be applied. Services
required after that period will be billed in accordance with the Support and
Maintenance Agreement.
4. All charges are exclusive of out-of-pocket expenses for Professional Services
performed. Charges for actual and reasonable out-of-pocket expenses,
including, but not limited to, travel and lodging expenses, will be billed
monthly as incurred.
5. Delayed payments are subject to an interest charge at a rate per annum that
is equal to the prime lending rate set by the Bank of Canada plus 2.5%
compounded monthly (or the prime lending rate set by the Federal Reserve
plus 2.5% compounded monthly in the case that Organization is located in the
United States), or the highest amount permitted by applicable law, whichever
is lower.
6. Invoices are payable upon receipt. Nonpayment of invoices may lead to denial
of access to the Service. Additionally, non-payment of sixty (60) days will result
in a stoppage of work by Advanced until it receives payment of the amount
owing. Client will be responsible for reimbursing Advanced for all reasonable
costs incurred in collecting any overdue payments and related interest,
including but not limited to reasonable attorneys’ fees, other legal costs, court
costs and collection agency fees. Resumption of Service and work will be
subject to the Change Control Process.
7. Additional Professional Services may be provided on-site or via the telephone
at the rate of two hundred and fifty ($250) per hour through the end of 2025.
After which the current Services Rate may be applied. Additional Professional
Services work performed on-site does not include travel, lodging, and per
diem expenses. Professional Services performed one year or more after the
execution date of this Agreement shall be billed at the then-current Advanced
Professional Services rates. Helpline support and Support Services do not
include training or other Professional Services. Customer shall incur a seven-
hundred fifty dollar ($750) daily surcharge for any Professional Services
provided on weekends or Advanced recognized holidays; plus the
corresponding standard Professional Services fees and any applicable travel
charges.
Page 59 of 99
8. This agreement includes a pre-defined number of configurations, project
management and testing hours. If the project extends beyond a 6-month
time frame from ServiceLink project kick off, or if the project scope is
expanded to include new services, or special requirements such as add on
modules, ServiceLink will issue a change order for additional hours and/or fees
at our current labor rate.
Page 60 of 99
Payment Milestones
Professional Services:
•
20% on signature of SOW
•
20% on Project Kickoff
•
25% on validation of the Initial Solid Waste Data Conversion
•
25% on the start of ITC
•
10% 30 days Post Go-Live
License Fees:
•
100% due on provisioning of environments
Annual Fees:
•
100% on due on provisioning of environments
Appendix A – List of Reports
Report
#
Type
Report Name
Description
SW1
Report AM-PM Daily Report - WM
Auto-ran/sent to contractor and
COC team for scheduled
services
SW2
Report City Special - Cardboard
Auto-ran/sent to contractor and
COC team for scheduled
services
SW3
Report Collections - Special Paid
Auto-ran/sent to contractor and
COC team for scheduled
services.
SW4
Report Container - Deliveries
Auto-ran/sent to contractor and
COC team for scheduled
services in Excel and PDF
SW5
Report Container - Repairs
Auto-ran/sent to contractor and
COC team for scheduled
services in Excel and PDF
SW6
Report Container - Roll Off (City
Program)
Auto-ran/sent to contractor and
COC team for scheduled
services
SW7
Report Missed Collection - Christmas
Trees
Auto-ran/sent to contractor and
COC team for scheduled
services
SW8
Report Missed Collection - Daily
Auto-ran/sent to contractor and
COC team for scheduled
services
SW9
Report Monitor Recycle - City Facility
Auto-ran/sent to contractor and
COC team for scheduled
services
SW10
Report Monitor Recycle - WM
Auto-ran/sent to contractor and
COC team for scheduled
services
SW11
Report Monitor Refuse - City Facility
Auto-ran/sent to contractor and
COC team for scheduled
services
SW12
Report Monitor Refuse - WM
Auto-ran/sent to contractor and
COC team for scheduled
services
SW13
Report Property Damage
SW14
Report Special Report - Assisted
Services
Auto-ran/sent to contractor and
COC team for updated list of
customers on program
Page 62 of 99
SW15
Report City Facilities 300-gallon
Collection
SW16
Report City Facility Curbside Collection
SW17
Report City Facility Paid Container Pick
Up
SW18
Report City Specials
SW19
Report Container Deliveries
SW20
Filter
Damaged Containers
SW21
Report Missed Collections
SW22
Report Multiple Can List
SW23
Report Oil Spills
SW24
Report Paid Containers
SW25
Report Property Damages
SW26
Report Roll Off Tonnage
SW27
Report Spillage Driver
SW28
Report Home Count
Provides current totals (# of
accounts with solid waste, # of
units). Also be able to group
subtotals by FMA
SW29
Report Deceased Animal
Provides summary and details of
service orders for SW - Deceased
Animal.
SW30
Report Fell In Hopper
Provides summary and details of
service orders for SW - FIH
Deliver City & FIH Deliver
Contractor
SW31
Report Half Dumps
Provides details based on
completion code in service
orders
SW32
Report Gate Codes
Provides details on all Solid
Waste gate codes
SW33
Report Container Repairs
Can we add equipment details
into report used to pay WM for
repairs?
SW34
Filter
Refuse Inspection
Have a total count of these
Notes "Refuse Inspection"
SW35
Filter
Recycle Inspection
Have a total count of these
Notes "Recycle Inspection"
Page 63 of 99
SW36
Filter
Mail Merge
SW37
Filter
Email Address for SW customers
SW38
Report HHW Report
Pull by date from service orders
Scope of Work –
Page 64 of 99
Appendix B – Solid Waste Functional Discovery Document
City of Chandler
Solid Waste Discovery Document
Page 65 of 99
Document Title
Chandler Solid Waste Discovery Document
Document Status
Version 10
Principal Authors
Eric Gauthier – Application Consultant
Discovery Lead
Eric Gauthier – Application Consultant
Dates of Discovery
March 24-25 and 27 2025
Revision History
Version Revision Date
Description of Revision
Author
1
4/10/2025
Initial Version
Eric Gauthier
2
4/16/2025
Provided supporting documents
CoC
3
4/23/2025
Provided supporting documents
CoC
4
4/28/2025
Provided supporting documents
CoC
5
6/3/2025
Revised Version
Eric Gauthier
6
6/17/2025
Feedback provided
CoC
7
7/8/2025
Revised Version
Deborah Roache
8
7/25/2025
Feedback provided
CoC
9
8/13/2025
Revised Version
Deborah Roache
10
8/29/2025
Finalized version
Eric Gauthier
Page 66 of 99
Page 67 of 99
Contents
1
Contents ............................................................................................................................................ 67
2
Preface ............................................................................................................................................... 67
3
General .............................................................................................................................................. 69
4
Configuration .................................................................................................................................... 70
4.1
Service Order Types .................................................................................................................. 70
4.2
Service Order Completion Codes .............................................................................................. 71
4.3
Service Order Completion Codes per Service Order Types ..................................................... 73
4.4
Service Order Appointments...................................................................................................... 80
4.4.1
Non-summer hours ................................................................................................................ 80
4.4.2
Summer hours ....................................................................................................................... 81
4.5
Actions ....................................................................................................................................... 81
4.6
Task Types ................................................................................................................................ 84
4.7
Basic Multiplier ........................................................................................................................... 86
4.8
Transaction Codes ..................................................................................................................... 86
4.9
Emails ........................................................................................................................................ 86
4.10
Letters ........................................................................................................................................ 87
4.11
Note Reasons ............................................................................................................................ 87
4.12
Departments .............................................................................................................................. 87
4.13
Contractor Company Control ..................................................................................................... 88
4.14
Solid Waste Container Type Control ......................................................................................... 88
4.15
Route Schedules ....................................................................................................................... 88
4.15.1
Solid Waste Route Definition ............................................................................................ 88
4.15.2
Solid Waste Collection Type ............................................................................................. 96
4.15.3
Bookmark Control ............................................................................................................. 96
4.15.4
Conversion requirements .................................................................................................. 97
4.16
Consolidated Billing ................................................................................................................... 97
4.16.1
Billing Cycle & Books ........................................................................................................ 97
4.16.2
Bill Print Groups ................................................................................................................ 98
4.17
Gate Codes ................................................................................................................................ 98
4.18
Hyperlinks .................................................................................................................................. 98
4.18.1
Hyperlink control ............................................................................................................... 98
4.18.2
Generic Control ................................................................................................................. 99
4.19
Special Attention Boxes ............................................................................................................. 99
4.20
Custom fields ............................................................................................................................. 99
Preface
This document was created based on information gathered during Discovery
meetings held via Teams video and audio conferencing on March 24th, March 25th
and March 27th, 2025.This document outlines system configuration requirements,
business rules and process flows currently in use by Solid Waste department as
indicated by City of Chandler, along with potential flow in CIS Infinity.
This document does not include the details, requirements, or specifications of the
Solid Waste Reports Discovery nor of the Solid Waste Data Discovery which are to be
held separately. The results of these Discoveries will be documented independently
to this document with cross-references to functionality as required.
It is important to note that based on training and testing, revisions to this document
may be required as new discoveries and process decisions are made.
City of Chandler to provide/review/confirm.
Page 68 of 99
The symbol ** in this document indicates information to be provided (by City of
Chandler). Please provide required information before signing this document.
Out of scope features
Any functionality, configuration or features not explicitly included in Section 4 of this
document are out of scope.
Configuration
Abbreviations may be used to save space – applying to the description field. For
example, “Residential - Single Family” will be “Res – Single Family.”
Portal Considerations
Documentation and analysis of configuration/enhancements related to the CEP
have been intentionally removed and descoped as Chandler is moving to an external
CEP vendor.
In Attendance
Advanced Utility Systems (AUS)
•
Eric Gauthier – Application Consultant
•
Nadia Ocean – Process Testing Analyst
City of Chandler – Core Team
•
Jordan Scott – Project Manager
•
Cary Rosson
•
Krista Mikesell
•
Shauna Shmidt
•
Jennifer Shoop
•
Monique Ramirez
•
Tabitha Sauer
Page 69 of 99
General
The existing RMS is an in-house developed application that meets the needs of the
SWS Division. It is a customer relationship management system where accounts
are created for the physical address and interactions with customers and vendors
are driven by detailed workflows that move step by step to a resolution. Office and
field staff uses the system to manage customer requests, create and finish work
orders, weigh loads at the Recycle Solid Waste Collection Center (RSWCC) and
send/receive data from vendors. Solid Waste Management uses it to track and
monitor data through developed reporting. Data is used for contract compliance,
monitoring performance, regulatory compliance and overall operational review
which is used for budgeting, rate models, and cost of service/processes.
The existing system has the following challenges:
•
No bi-directional sharing of data with CIS Infinity (Utility billing software)
•
No integration with web presence
•
No integration with Lucity (work order software)
Definitions:
•
RSWCC – Recycle Solid Waste Collection Center; residential customer drop-off
center.
•
HHW – Household Hazardous Waste
•
WM – Waste Management
•
CS – City Staff Customer Service
•
FS - Solid Waste Field Services
•
SW – Solid Waste
•
FIH – Fell in Hopper
Bulk Pickup/RSWCC
Chandler has taken the decision to handle RSWCC and Bulk Pickup outside of CIS.
Page 70 of 99
Configuration
Service Order Types
The service order types in the table below will be configured in CIS Infinity as part of
the upgrade project. The following service orders were identified as required in the
discovery but were later removed from the scope by Chandler:
•
SW – Debris Curb/Street
•
SW – Encroachment/Vegetation - Alley
•
SW – Encroachment/Vegetation – Curb
•
SW – Illegal Dumping
•
SW - Schedule Paid Container PU
•
SW – Schedule Free Container PU
Code
Description
Department
ServiceLink?
SW01
SW - Alley Blocked
SolidWaste Field Serv
Yes
SW02
SW - Alley Container Delivery
SolidWaste Field Serv
Yes
SW03
SW - Alley Container Shortage
SolidWaste Field Serv
Yes
SW04 SW - Alley Conversion
SolidWaste Field Serv
Yes
SW05
SW - Cancel Extra Container - Recycle
SolidWaste Field Serv
Yes
SW06 SW - Cancel Extra Container - Refuse
SolidWaste Field Serv
Yes
SW07 SW - Container Inspection Follow-up
SolidWaste Field Serv
Yes
SW08 SW - Contractor Complaint
Waste Management
No
SW09 SW - Contractor No Dump
SolidWaste Field Serv
Yes
SW10
SW - Contractor No Dump - 300G
SolidWaste Field Serv
Yes
SW11
SW - Contractor No Dump - 300G Follow-up
SolidWaste Field Serv
Yes
SW12
SW - Damaged Container
Waste Management
No
SW13
SW - Damaged Container (Burned)
Waste Management
No
SW14
SW - Debris Alley
SolidWaste Field Serv
Yes
SW15
SW - Deceased Animal
SolidWaste Cust Serv
No
SW16
SW - Deliver In-House Basket
SolidWaste Field Serv
Yes
SW17
SW - Dump and return
Waste Management
No
SW18
SW - Extra Container Audit
SolidWaste Field Serv
Yes
SW19
SW - Extra Pickup Alley Refuse
Waste Management
No
SW20
SW – Extra Pickup Alley Refuse (No Charge)
Waste Management
No
SW21
SW - Extra Pickup Recycle
Waste Management
No
SW22
SW - Extra Pickup Recycle (No Charge)
Waste Management
No
SW23
SW - Extra Pickup Refuse
Waste Management
No
SW24
SW - Extra Pickup Refuse (No Charge)
Waste Management
No
SW25
SW - Extra Pickup Recycle as Trash
Waste Management
No
SW26
SW - Extra Pickup Recycle as Trash (No Charge) Waste Management
No
SW27
SW - FIH Deliver City
SolidWaste Field Serv
Yes
SW28
SW - FIH Deliver Contractor
Waste Management
No
SW29
SW - Glass Spillage
SolidWaste Field Serv
Yes
SW30
SW - Glass Spillage Cleanup
Waste Management
No
SW31
SW - Glass Spillage Cleanup Follow-up
SolidWaste Field Serv
Yes
Page 71 of 99
SW32
SW - HHW appointment
SolidWaste Cust Serv
No
SW33
SW - Hot Load
SolidWaste Field Serv
Yes
SW34
SW - Illegal Parking
SolidWaste Field Serv
Yes
SW35
SW - Illegal Parking Final Follow-up
SolidWaste Field Serv
Yes
SW36
SW - Illegal Parking Follow-up
SolidWaste Field Serv
Yes
SW37
SW - Missed Container - PU Next Collection Day
Waste Management
No
SW38
SW - Missed Bulk
SolidWaste Field Serv
Yes
SW39
SW - Missed Christmas Tree
Waste Management
No
SW40 SW - Missed Container
Waste Management
No
SW41
SW - Missed Weekly Collection
Waste Management
No
SW42
SW - New Build Container Delivery (City)
SolidWaste Field Serv
Yes
SW43
SW - New Build Container Delivery (Contractor)
Waste Management
No
SW44 SW – Contractor No Dump Okay for Service
Waste Management
No
SW45
SW - Oil Spill
SolidWaste Field Serv
Yes
SW46 SW - Oil Spill Cleanup (Over)
Waste Management
No
SW47 SW - Oil Spill Cleanup (Under)
Waste Management
No
SW48 SW - Oil Spill Cleanup Follow-up
SolidWaste Field Serv
Yes
SW49 SW - Pickup Found Container
SolidWaste Field Serv
Yes
SW50
SW - Property Damage
Waste Management
No
SW51
SW - PU - Next Collection Day
Waste Management
No
SW52
SW – Contractor No Dump – Offload 300G
Waste Management
No
SW53
SW - Refer to Contractor
Waste Management
No
SW54
SW - Return for Alley Collection
Waste Management
No
SW55
SW - Rolloff Delivery
Waste Management
No
SW56
SW - Rolloff Pickup
Waste Management
No
SW57
SW - Schedule City Special
Waste Management
No
SW58
SW - Schedule Free Container PU
Waste Management
No
SW59
SW - Setup Extra Container (City)
SolidWaste Field Serv
Yes
SW60 SW - Setup Extra Container Alley (Contractor)
Waste Management
No
SW61
SW - Setup Extra Container Alley (City)
SolidWaste Field Serv
Yes
SW62
SW - Setup Extra Container (Contractor)
Waste Management
No
SW63
SW - Special City Event Pickup - Recycle
Waste Management
No
SW64 SW - Special City Event Pickup - Refuse
Waste Management
No
SW65
SW - Spillage by Driver - City Staff
SolidWaste Field Serv
Yes
SW66
SW - Spillage by Driver - Contractor
Waste Management
No
SW67
SW - Stolen Deliver City
SolidWaste Field Serv
Yes
SW68 SW - Stolen Deliver Contractor
Waste Management
No
SW69
SW - Switch Out Container
SolidWaste Field Serv
No
SW70 SW - Switch Out Container (No Fee)
SolidWaste Cust Field Serv No
SW71
SW - Verified Miss
Waste Management
No
Service Order Completion Codes
The following service order completion codes will be configured in CIS Infinity as part
Page 72 of 99
of the upgrade project:
Code
Description
SW01
Area Not Completed
SW02
Alley Blocked
SW03
Canceled by city
SW04
City Staff Responded
SW05
Collection Issue
SW06
Completed
SW07
Completed - Repair
SW08
Completed - Replace
SW09
Completed by contractor
SW10
Containers empty
SW11
Contractor Not Responsible
SW12
Contractor responded to request
SW13
Contractor Responsible
SW14
Delivered
SW15
Delivered by City
SW16
Delivered by Contractor
SW17
Delivered New Container
SW18
Delivered Refurbished Container
SW19
Dropped off
SW20
Dumped and returned
SW21
Extra container found on site
SW22
Monitor Address
SW23
Moved Container
SW24
No extra container
SW25
Needs to be offloaded next collection day
SW26
No PU - Contaminated
SW27
No PU - Late Put Out
SW28
No PU - Overweight
SW29
No PU - Protruding
SW30
No PU - Tagged
SW31
No PU - Unserviceable
SW32
No PU - Weather Related
SW33
No show
SW34
Not empty
SW35
Not out
SW36
Nothing found
SW37
Notified Customer
SW38
Okay for service
SW39
Over 3 Quarts or 300 feet
SW40
Picked up by city
SW41
Picked up by contractor
Page 73 of 99
SW42
PU - Half Dumped
SW43
PU - Late Put Out
SW44
PU - No Issue
SW45
PU - Overweight
SW46
PU - Protruding
SW47
PU - Refilled/Unknown
SW48
PU - Tagged
SW49
Refer to admin
SW50
Refer to contractor
SW51
Refer to other city dept
SW52
Replace Alley
SW53
Replace Curbside
SW54
Replace No Charge
SW55
Replaced
SW56
Schedule City Special
SW57
Schedule Delivery
SW58
Under 3 Quarts or 300 feet
SW59
Verified Miss
SW60
Wait for 6 Week / Unscheduled Bulk Period
Service Order Completion Codes per Service Order Types
The service order completion code links below will be configured in CIS Infinity as
part of the upgrade project. Because of the removal of some service order types
from section 4.1, this section has also been adjusted:
Service Order
Type
Completion
Codes
Completion Action
SW - Alley
Blocked
Refer to
contractor
SW - Alley Blocked Follow-up
SW - Alley
Container
Delivery
Delivered by
City
SW - Alley
Container
Shortage
City Staff
Responded
Moved
Container
Schedule
Delivery
SW - Alley Container Delivery
SW - Alley
Conversion
Completed
SW - Cancel Extra
Container -
Recycle
Canceled by
city
SW – Cancel Extra Container Review
Not empty
Not out
Picked up by
Page 74 of 99
city
SW - Cancel Extra
Container -
Refuse
Canceled by
city
SW – Cancel Extra Container Review
Not empty
Not out
Picked up by
city
SW - Container
Inspection
Follow-up
Completed
Not Out
SW - Container Inspection Follow-up
SW - Contractor
Complaint
Contractor
responded to
request
SW - Contractor
No Dump
No PU -
Contaminated
No PU - Late
Put Out
No PU -
Overweight
No PU -
Protruding
No PU -
Tagged
No PU -
Unserviceable
No PU -
Weather
Related
Not Out
PU - No Issue
SW - No Dump Okay for Service
PU -
Overweight
SW - No Dump Okay for Service
PU -
Protruding
SW - No Dump Okay for Service
PU -
Refilled/Unkno
wn
SW - No Dump Okay for Service
PU - Tagged
SW - No Dump Okay for Service
SW - Contractor
No Dump - 300G
Containers
empty
Monitor
Address
SW - Contractor No Dump - 300G Follow-up
for Back Office
Needs to be
offloaded next
collection day
SW – Contractor No Dump – Offload 300G
SW - Contractor
No Dump - 300G
Okay for
service
Page 75 of 99
Follow-up
Needs to be
offloaded next
collection day
SW – Contractor No Dump – Offload 300G
SW - Damaged
Container
Completed -
Repair
Completed -
Replace
Not Empty
SW - Repair Container
Not Out
SW - Repair Container
SW - Damaged
Container
(Burned)
Replace Alley
SW - Replace Burned Alley
Replace
Curbside
SW - Replace Burned Curbside
Replace No
Charge
SW - Debris Alley
Monitor
Address
SW - Monitor Address Alley Debris
Nothing Found
Picked up by
City
Refer to other
city dept
SW - City Dept Cleanup
Schedule City
Special
SW - Schedule City Special
Wait for 6
Week /
Unscheduled
Bulk Period
SW - Deceased
Animal
Nothing found
Picked up by
contractor
SW - Deliver In-
House Basket
Canceled by
City
Delivered by
City
SW – Roll Off
Dump and return
Dumped and
returned
SW - Extra
Container Audit
Extra container
found on site
No extra
container
SW - Extra
Pickup Alley
Refuse
Canceled by
city
Picked up by
contractor
SW – Paid Can Pick Up Transaction Alley
SW - Extra
Pickup Alley
Refuse (No
Canceled by
city
Picked up by
Page 76 of 99
Charge)
contractor
SW - Extra
Pickup Recycle
Canceled by
city
Not Out
SW – Paid Can Pick Up Transaction
Picked up by
contractor
SW – Paid Can Pick Up Transaction
SW - Extra
Pickup Recycle
(No Charge)
Canceled by
city
Not Out
Picked up by
contractor
SW - Extra
Pickup Refuse
Canceled by
city
Not Out
SW – Paid Can Pick Up Transaction
Picked up by
contractor
SW – Paid Can Pick Up Transaction
SW - Extra
Pickup Refuse
(No Charge)
Canceled by
city
Not Out
Picked up by
contractor
SW - Extra
Pickup Recycle
as Recycle
Canceled by
city
Not Out
SW – Paid Can Pick Up Transaction
Picked up by
contractor
SW – Paid Can Pick Up Transaction
SW - Extra
Pickup Recycle
as Recycle (No
Charge)
Canceled by
city
Not Out
Picked up by
contractor
SW - FIH Deliver
City
Canceled by
City
Replaced
SW - FIH Deliver
Contractor
Canceled by
City
Replaced
SW - Glass
Spillage
Contractor Not
Responsible
Contractor
Responsible
SW - Glass Spillage Cleanup
SW - Glass
Spillage Cleanup
Completed
SW - Glass Spillage Cleanup Follow-up
SW - Glass
Spillage Cleanup
Follow-up
Completed
Contractor
Responsible
SW - Glass Spillage Cleanup
SW - HHW
Dropped off
Page 77 of 99
appointment
No show
SW - Hot Load
Completed
SW - Illegal
Parking
Notified
Customer
SW - Illegal Parking Follow-up
SW - Illegal
Parking Follow-
up
Completed
Refer to admin
SW - Illegal Parking Notification
SW - Illegal
Parking Final
Follow-up
Completed
Refer to other
city dept
SW - Illegal Parking Final Follow-up
SW - Missed
Christmas Tree
Not Out
Picked up by
contractor
SW - Missed
Container - PU
Next Collection
Day
Collection
Issue
Not Out
Picked up by
Contractor
SW - Missed
Container - WM
Collection
Issue
Not Out
Picked up by
Contractor
SW - Missed
Container – Field
Area Not
Completed
SW - Missed Container - WM
No PU -
Contaminated
No PU - Late
Put Out
No PU -
Overweight
No PU -
Protruding
No PU -
Tagged
No PU -
Unserviceable
No PU -
Weather
Related
Not Out
PU - Half
Dumped
SW - Missed Container - WM
PU - Late Put
Out
SW - Missed Container - WM
PU - No Issue
SW - Missed Container - WM
PU -
SW - Missed Container - WM
Page 78 of 99
Overweight
PU -
Protruding
SW - Missed Container - WM
PU -
Refilled/Unkno
wn
SW - Missed Container - WM
PU - Tagged
SW - Missed Container - WM
Verified Miss
SW - Verified Miss - WM
SW - New Build
Container
Delivery (City)
Delivered
SW - New Build
Container
Delivery
(Contractor)
Delivered
SW – Contractor
No Dump Okay
for Service
Canceled by
City
Not Out
Picked up by
Contractor
SW - Oil Spill
Contractor Not
Responsible
Over 3 Quarts
or 300 feet
SW - Oil Spill Cleanup (Over)
Under 3 Quarts
or 300 feet
SW - Oil Spill Cleanup (Under)
SW - Oil Spill
Cleanup (Over)
Completed
SW - Oil Spill Cleanup Follow-up
SW - Oil Spill
Cleanup (Under)
Completed
SW - Oil Spill Cleanup Follow-up
SW - Oil Spill
Cleanup Follow-
up
Completed
Over 3 Quarts
or 300 feet
SW - Oil Spill Cleanup (Over)
Under 3 Quarts
or 300 feet
SW - Oil Spill Cleanup (Under)
SW - Pickup
Found Container
Nothing found
Picked up by
city
SW - Review container
SW - Property
Damage
Completed by
contractor
SW - PU - Next
Collection Day
Collection
Issue
SW - Contractor No Dump
Not Out
Picked up by
Contractor
SW – Contractor
No Dump –
Picked up by
Contractor
Page 79 of 99
Offload 300G
SW - Refer to
Contractor
Area Not
Completed
SW - Missed Container - WM
Contractor
responded to
request
SW - Return for
Alley Collection
Alley Blocked
SW - Alley Blocked
Picked up by
contractor
SW - Rolloff
Delivery
Delivered by
Contractor
SW – Rolloff
Dump & No
Return
Picked up by
Contractor
SW - Schedule
City Special
Picked up by
contractor
Nothing Found
SW - Setup Extra
Container (City)
Canceled by
City
Delivered
Note: The creation of the new container and
the creation of the transaction request would
be triggered by servicelink workflows.
SW - Setup Extra
Container
(Contractor)
Canceled by
City
Delivered
SW - Extra Pickup Fee
SW - Setup Extra
Container Alley
(City)
Delivered
Note: The creation of the new container and
the creation of the transaction request would
be triggered by servicelink workflows.
W - Setup Extra
Container Alley
(Contractor)
Canceled by
City
Delivered
SW - Extra Pickup Fee
SW - Special City
Event Pickup -
Recycle
Canceled by
city
Not Out
Picked up by
contractor
SW - Special City
Event Pickup -
Refuse
Canceled by
city
Not Out
Picked up by
contractor
SW - Spillage by
Driver - City Staff
Nothing found
Picked up by
City
Refer to
Contractor
SW - Spillage by Driver Contractor
SW - Spillage by
Completed
Page 80 of 99
Driver -
Contractor
SW - Stolen
Deliver City
Canceled by
City
Replaced
SW - Stolen
Deliver
Contractor
Canceled by
City
Replaced
SW - Switch Out
Container
Canceled by
City
Delivered New
Container
SW - New Container Fee
Delivered
Refurbished
Container
SW - Refurbished Container Fee
Not Out
SW - Switch Out
Container (No
Fee)
Canceled by
City
Delivered New
Container
Delivered
Refurbished
Container
Not Out
SW - Verified Miss Not Out
Picked up by
contractor
Service Order Appointments
The following appointments will be configured in CIS Infinity as part of the upgrade
project. These appointments are only applicable for SW - HHW appointment service
order. There are no appointments on statutory holidays.
Non-summer hours
Day
Appointment
start time
Appointment
duration in
hours
Number of
appointments
available per
timeslot
Monday
8:30 AM
0.5
10
9:00 AM
10
9:30 AM
5
Thursday
1:30 PM
10
2:00 PM
10
2:30 PM
5
Friday
8:00 AM
10
8:30 AM
10
Page 81 of 99
9:00 AM
10
9:30 AM
10
Every other Saturday
(For reference, March
29th, 2025, is one of the
Saturdays)
8:00
10
8:30
10
9:00
5
Summer hours
(First Thursday after Memorial Day to Last Sunday before Labor Day)
Day
Appointment
start time
Appointment
duration in
hours
Number of
appointments
available per
timeslot
Monday
8:30 AM
0.5
10
9:00 AM
10
9:30 AM
5
Thursday
12:00 PM
10
12:30 PM
10
1:00 PM
5
Friday
7:00 AM
10
7:30 AM
10
8:00 AM
10
8:30 AM
10
Every other Saturday
(For reference, March
29th, 2025, is one of the
Saturdays)
7:00
10
7:30
10
8:00
5
Actions
The following actions will be configured in CIS Infinity as part of the upgrade project:
Action
What does it
create?
Name of created
item
Notes
SW - Alley Blocked
Service Order
SW - Alley Blocked
SW - Alley Blocked Follow-up
Task
SW - Alley Blocked
Follow-up
Create a Service
Order “return
for alley
collection”
manually
SW - Alley Container Delivery
Service Order
SW - Alley
Container Delivery
SW – Alley Conversion
Equipment Update
Task
SW – Alley
Conversion
Equipment Update
Page 82 of 99
SW – Assisted Services
Notification
Letter
SW – Assisted
Services Letter
SW – Cancel Extra Container
Review
Task
This action will
create a task for
office staff to
update
equipment,
apply credit if
needed and
create the SW –
Cancel Extra
Container Field
Follow-up
SW - Cancel Extra Container
Field Follow-up
Four tasks
SW - Cancel Extra
Container Follow-
up
Creates 4 tasks
with
incrementing
due date +
7/14/21/28
SW - City Dept Cleanup
Task
SW - City Dept
Cleanup
SW - Container Inspection
Follow-up
Task
SW - Container
Inspection Follow-
up
SW - Contractor No Dump
Service Order
SW - Contractor No
Dump
Auto create a
service order so
we can address
the collection
issue from PU-
Next Collection
Day
SW - Contractor No Dump -
300G Follow-up for Back
Office
Task
SW - Contractor No
Dump - 300G
Follow-up
Back Office will
get this task
and create the
SO for Field
Staff to return
SW - Extra Pickup Fee
Transaction
Request
SXPU
$75 can fee
SW - Glass Spillage Cleanup
Service Order
SW - Glass Spillage
Cleanup
SW - Glass Spillage Cleanup
Follow-up
Service Order
SW - Glass Spillage
Cleanup Follow-up
SW - Illegal Parking Final
Follow-up
Task
SW - Illegal Parking
Final Follow-up
SW - Illegal Parking Follow-up
Task
SW - Illegal Parking
Page 83 of 99
Follow-up
SW - Illegal Parking
Notification
Task
SW - Missed Container
Service Order
SW - Missed
Container
SW - Monitor Address Alley
Debris
Task
SW - Monitor
Address Alley
Debris
SW - New Container Fee
Transaction
Request
SCON
$75 can fee
SW – Contractor No Dump
Okay for Service
Service Order
SW - Contractor No
Dump Okay for
Service
SW - Not Out for Service
Note
SW - Not Out for
Service
SW - Oil Spill Cleanup (Over)
Service Order
SW - Oil Spill
Cleanup (Over)
SW - Oil Spill Cleanup (Under)
Service Order
SW - Oil Spill
Cleanup (Under)
SW - Oil Spill Cleanup Follow-
up
Service Order
SW - Oil Spill
Cleanup Follow-up
SW – Paid Can Pick Up
Transaction Alley
Transaction
Request
Need a new
transaction code.
Copy of SXPU with
Alley suffix in
description
$35
SW – Paid Can Pick Up
Transaction
Transaction
Request
SXPU
$18.50
SW - Refurbished Container
Fee
Transaction
Request
CONT
SW - Repair Container
Transaction
Request
RPRC
$26
SW - Replace Burned Alley
Transaction
Request
New transcode
Alley Container of
$435
SW - Replace Burned
Curbside
Transaction
Request
New transcode
RPR1 called
"Replace Burned
Container" of $75
SW - Review container
Task
SW - Review
container
SW - Schedule City Special
Task
SW - Schedule City
Special
SW - Spillage by Driver
Contractor
Service Order
SW - Spillage by
Driver Contractor
SW - Assisted Services Letter
Letter
SW - Assisted
Services Letter
SW - Verified Miss
Service Order
SW - Verified Miss
Page 84 of 99
SW - Verified Miss Bulk
Task
SW - Verified Bulk
Miss
SW – Add Extra Container
Task & Letter
SW – Add Extra
Container
This action
would create a
letter to advise
customer of
extra container
found on site.
Task Types
The following task types will be configured in CIS Infinity as part of the upgrade
project:
Task Type
Departme
nt
Automatic
?
Generic
Message
Notes
SW – Alley Petition
Requests
SolidWaste
Cust Serv
Customer
would like an
alley petition
mailed
SW – Alley
Conversion
Equipment Update
SolidWaste
Cust Serv
Y
Update
equipment
under all
impacted
addresses
SW - Alley Blocked
Follow-up
SolidWaste
Cust Serv
Y
Follow-up with
Waste
Management
on alley issue
SW – Cancel Extra
Container Review
Solid
Waste Cust
Y
Remove bin
from
equipment,
apply credit as
needed, create
SW – Cancel
Extra Container
Follow-Up
SW - Cancel Extra
Container Follow-
up
SolidWaste
Cust Serv
Y
Create a S/O for
City Staff to do
a container
audit
SolidWaste
Cust Serv would
review the
previous Extra
Container Audit
S/O to see if
completion
detected an
extra container.
If so,
SolidWaste
Page 85 of 99
Cust Serv would
close tasks.
SW - City Dept
Cleanup
SolidWaste
Cust Serv
Y
Contact
appropriate
department for
cleanup
SW - Contact
Customer
SolidWaste
Cust Serv
N
SW - Container
Inspection Follow-
up
SolidWaste
Cust Serv
Y
Create a new
S/O using notes
of the previous
S/O
SW - Contractor No
Dump - 300G
Follow-up for Back
Office
SolidWaste
Cust Serv
Y
Create a new
S/O using notes
of the previous
S/O
SW - Encroachment
or Low Wires
Follow-up
SolidWaste
Cust Serv
N
Refer to Code
Enforcement
SW - Illegal Parking
Final Follow-up
SolidWaste
Cust Serv
Y
Contact
appropriate
department for
Follow-up
SW - Illegal Parking
Follow-up
SolidWaste
Cust Serv
Y
Create a new
S/O using notes
of the previous
S/O
SW - Illegal Parking
Notification
SolidWaste
Cust Serv
Y
Run "SW -
Illegal Parking
Notification"
action on
involved
addresses
SW - Monitor
Address Alley Debris
SolidWaste
Cust Serv
Y
Create a new
S/O using notes
of the previous
S/O
SW - Review
container
SolidWaste
Cust Serv
Y
Determine
where the
found container
belongs
SW - Schedule City
Special
SolidWaste
Cust Serv
Y
Create a new
S/O using notes
of the previous
S/O
SW - Verified Bulk
Miss
SolidWaste
Cust Serv
Y
Create a new
S/O using notes
of the previous
Page 86 of 99
S/O
Basic Multiplier
The following multipliers will be configured in CIS Infinity as part of the upgrade
project:
Name
Notes
Assisted
Services
•
The multiplier would be assigned to the “Solid Waste” service and
would serve as an indicator whether the customer is on assisted
services or not.
•
Chandler would set this multiplier on the solid waste service to
one if active. To deactivate, Chandler would set an end date on
the multiplier.
•
The multiplier would follow the customer (not the
account/service address).
•
The multiplier would be pulled into a report sent to Waste
Management to indicate who is on assisted services.
•
The multiplier would be used in a filter to run an action (SW –
Assisted Services Notification) that generates a letter for assisted
services renewal each year.
•
Chandler would add an end date on the multiplier when a
customer does not reply to the yearly notification or indicates no
longer needing the services
City
Bins
Service
d
There was a discussion on using a multiplier to track the number of bins
serviced on city accounts. Chandler will review if will use notes or basic
multiplier for tracking city bins serviced**
Transaction Codes
The following transaction codes will be configured in CIS Infinity as part of the
upgrade project:
Transaction Code
Description
RPR1
Replace Burned Container
RPR2
Alley Container
Emails
The following email types will be configured in CIS Infinity as part of the upgrade
project:
Email Type
Notes
HHW Appointment
Confirmation
Template is found in TS 114586 (HHW Email
2025.docx)
Damaged Container – Repair
Scheduled Confirmation
Template is found in TS 114586 (Damaged
container confirmation email.docx)
Page 87 of 99
CoC took the decision to remove the following emails from scope:
•
SW – Hauler Renewal
•
Illegal Parking Email Template
•
SW – Assisted Services Email
Letters
The following letter types will be configured in CIS Infinity as part of the upgrade
project:
Letter name
Notes
SW – Assisted Services –
Initial Request to Start
Dynamic information in letter :
Name
Active Address
SW – Assisted Services –
Ready to Start
Dynamic information in letter :
Name
Active Address
Effective day of week and date for assisted services
pickup
SW – Assisted Services –
Recertification
Dynamic information in letter :
Name
Active Address
SW – Assisted Services –
Non-compliant
Dynamic information in letter :
Name
Active Address
Current year
Print date + 30 days
CoC took the decision to remove the following letters from scope:
•
SW – Hauler Renewal
•
Illegal Parking Email Template
Note Reasons
The following note reasons will be configured as part of the upgrade project:
Note Reason
Notes
SW - Recycle Inspection
SW - Refuse Inspection
CoC took the decision to remove the following note reasons from scope:
•
SW - Composter
Departments
The following departments will be configured as part of the upgrade project:
Department Name
Waste Management
SolidWaste Field Serv
Page 88 of 99
Contractor Company Control
Chandler will store their list of approved haulers in the Contractor Company Control
form. If Chandler would like AUS to implement this list as part of the upgrade,
Chandler would need to provide the list of haulers along with relevant contact
information.
Chandler needs to take the decision on whether they will track approved haulers
through Contractor Company Control form which would require sending out
communication external to CIS or as customer/accounts which would allow
leveraging the built-in email/letter functionality. **
Solid Waste Container Type Control
The Solid Waste Container Types will be converted as part of the upgrade project.
Container
Type
Descripti
on
Contain
er Size
in Units
Unit Measure
Code
Bill Codes
Notes
SW2
1-1/2 Yard
2
Yards
SW2
Disable
SW3
3 Yard
3
Yards
SW3
SW4
4 Yard
4
Yards
SW4
SW5
6 Yard
6
Yards
SW5
SW6
12 Yard
12
Yards
SW6
Disable
SW7
20 Yard
20
Yards
SW7
SW8
40 Yard
40
Yards
SW8
SW9
28
Gal/Soda
28
Yards
SW9
Disable
SWA
48 Gal
48
Gallons
SWA, SWE
SWB
65 Gal
65
Gallons
SWB, SWE
SWC
95 Gal
95
Gallons
SWC, SWE
SWD
300 Gal
300
Gallons
SWD, SWH, SWJ, SWK,
SWS
Route Schedules
Solid Waste Route Definition
The following Solid Waste Routes will be configured in CIS Infinity as part of the
upgrade project.
•
These will be used to display the Refuse and Recycle schedule in the
Accountview’s Infoband using a bookmark.
•
Since the routes will only be used to document schedules, they will be set to
disabled.
Route
Number
Descriptio
n
Type
Monda
y
Tuesda
y
Wednesd
ay
Thursd
ay
Frida
y
RC01
01 -
Recycle
Recycl
e
0
0
0
1
0
Page 89 of 99
RC02
02 -
Recycle
Recycl
e
0
0
0
1
0
RC03
03 -
Recycle
Recycl
e
0
0
0
1
0
RC04
04 -
Recycle
Recycl
e
0
0
0
1
0
RC05
05 -
Recycle
Recycl
e
0
0
0
1
0
RC06
06 -
Recycle
Recycl
e
0
0
0
1
0
RC07
07 -
Recycle
Recycl
e
0
0
0
1
0
RC08
08 -
Recycle
Recycl
e
0
0
0
1
0
RC09
09 -
Recycle
Recycl
e
0
0
1
0
0
RC10
10 -
Recycle
Recycl
e
0
0
1
0
0
RC11
11 -
Recycle
Recycl
e
0
0
1
0
0
RC12
12 -
Recycle
Recycl
e
0
0
1
0
0
RC13
13 -
Recycle
Recycl
e
0
0
1
0
0
RC14
14 -
Recycle
Recycl
e
0
0
1
0
0
RC15
15 -
Recycle
Recycl
e
0
0
0
1
0
RC16
16 -
Recycle
Recycl
e
0
0
0
1
0
RC17
17 -
Recycle
Recycl
e
0
0
0
1
0
RC18
18 -
Recycle
Recycl
e
0
0
0
1
0
RC19
19 -
Recycle
Recycl
e
0
0
1
0
0
RC20
20 -
Recycle
Recycl
e
0
0
1
0
0
RC21
21 -
Recycle
Recycl
e
0
0
1
0
0
RC22
22 -
Recycle
Recycl
e
0
0
1
0
0
RC23
23 -
Recycle
Recycl
e
0
0
1
0
0
RC24
24 -
Recycle
Recycl
e
0
0
1
0
0
RC25
25 -
Recycle
Recycl
e
0
0
0
1
0
Page 90 of 99
RC26
26 -
Recycle
Recycl
e
0
0
0
1
0
RC27
27 -
Recycle
Recycl
e
0
0
0
1
0
RC28
28 -
Recycle
Recycl
e
0
0
0
1
0
RC29
29 -
Recycle
Recycl
e
0
0
0
1
0
RC30
30 -
Recycle
Recycl
e
0
0
1
0
0
RC31
31 -
Recycle
Recycl
e
0
0
1
0
0
RC32
32 -
Recycle
Recycl
e
0
0
1
0
0
RC33
33 -
Recycle
Recycl
e
0
0
1
0
0
RC34
34 -
Recycle
Recycl
e
0
0
1
0
0
RC35
35 -
Recycle
Recycl
e
0
0
1
0
0
RC36
36 -
Recycle
Recycl
e
0
1
0
0
0
RC37
37 -
Recycle
Recycl
e
0
1
0
0
0
RC38
38 -
Recycle
Recycl
e
0
1
0
0
0
RC39
39 -
Recycle
Recycl
e
0
1
0
0
0
RC40
40 -
Recycle
Recycl
e
0
1
0
0
0
RC41
41 -
Recycle
Recycl
e
0
1
0
0
0
RC42
42 -
Recycle
Recycl
e
0
1
0
0
0
RC43
43 -
Recycle
Recycl
e
0
1
0
0
0
RC44
44 -
Recycle
Recycl
e
0
1
0
0
0
RC45
45 -
Recycle
Recycl
e
0
1
0
0
0
RC46
46 -
Recycle
Recycl
e
0
1
0
0
0
RC47
47 -
Recycle
Recycl
e
0
1
0
0
0
RC48
48 -
Recycle
Recycl
e
0
1
0
0
0
RC49
49 -
Recycle
Recycl
e
0
1
0
0
0
Page 91 of 99
RC50
50 -
Recycle
Recycl
e
0
1
0
0
0
RC51
51 -
Recycle
Recycl
e
0
1
0
0
0
RC52
52 -
Recycle
Recycl
e
0
1
0
0
0
RC53
53 -
Recycle
Recycl
e
0
1
0
0
0
RC54
54 -
Recycle
Recycl
e
0
0
0
0
1
RC55
55 -
Recycle
Recycl
e
0
0
0
0
1
RC56
56 -
Recycle
Recycl
e
0
0
0
0
1
RC57
57 -
Recycle
Recycl
e
0
0
0
0
1
RC58
58 -
Recycle
Recycl
e
0
0
0
0
1
RC59
59 -
Recycle
Recycl
e
0
0
0
0
1
RC60
60 -
Recycle
Recycl
e
0
0
0
0
1
RC61
61 -
Recycle
Recycl
e
0
0
0
0
1
RC62
62 -
Recycle
Recycl
e
0
0
0
0
1
RC63
63 -
Recycle
Recycl
e
0
0
0
0
1
RC64
64 -
Recycle
Recycl
e
0
0
0
0
1
RC65
65 -
Recycle
Recycl
e
0
0
0
0
1
RC66
66 -
Recycle
Recycl
e
0
0
0
0
1
RC67
67 -
Recycle
Recycl
e
0
0
0
0
1
RC68
68 -
Recycle
Recycl
e
0
0
0
0
1
RC69
69 -
Recycle
Recycl
e
1
0
0
0
0
RC70
70 -
Recycle
Recycl
e
1
0
0
0
0
RC71
71 -
Recycle
Recycl
e
1
0
0
0
0
RC72
72 -
Recycle
Recycl
e
1
0
0
0
0
RC73
73 -
Recycle
Recycl
e
1
0
0
0
0
Page 92 of 99
RC74
74 -
Recycle
Recycl
e
1
0
0
0
0
RC75
75 -
Recycle
Recycl
e
1
0
0
0
0
RC76
76 -
Recycle
Recycl
e
1
0
0
0
0
RC77
77 -
Recycle
Recycl
e
1
0
0
0
0
RC78
78 -
Recycle
Recycl
e
1
0
0
0
0
RC79
79 -
Recycle
Recycl
e
1
0
0
0
0
RC80
80 -
Recycle
Recycl
e
1
0
0
0
0
RE01
01 - Refuse Refus
e
0
1
0
0
0
RE02
02 -
Refuse
Refus
e
0
1
0
0
0
RE03
03 -
Refuse
Refus
e
0
1
0
0
0
RE04
04 -
Refuse
Refus
e
0
1
0
0
0
RE05
05 -
Refuse
Refus
e
0
1
0
0
0
RE06
06 -
Refuse
Refus
e
0
1
0
0
0
RE07
07 -
Refuse
Refus
e
0
1
0
0
0
RE08
08 -
Refuse
Refus
e
0
1
0
0
0
RE09
09 -
Refuse
Refus
e
1
0
0
0
0
RE10
10 - Refuse Refus
e
1
0
0
0
0
RE11
11 - Refuse
Refus
e
1
0
0
0
0
RE12
12 - Refuse
Refus
e
1
0
0
0
0
RE13
13 - Refuse
Refus
e
1
0
0
0
0
RE14
14 - Refuse Refus
e
1
0
0
0
0
RE15
15 - Refuse
Refus
e
0
1
0
0
0
RE16
16 - Refuse Refus
e
0
1
0
0
0
RE17
17 - Refuse Refus
e
0
1
0
0
0
Page 93 of 99
RE18
18 - Refuse Refus
e
0
1
0
0
0
RE19
19 - Refuse Refus
e
1
0
0
0
0
RE20
20 -
Refuse
Refus
e
1
0
0
0
0
RE21
21 - Refuse
Refus
e
1
0
0
0
0
RE22
22 -
Refuse
Refus
e
1
0
0
0
0
RE23
23 -
Refuse
Refus
e
1
0
0
0
0
RE24
24 -
Refuse
Refus
e
1
0
0
0
0
RE25
25 -
Refuse
Refus
e
0
1
0
0
0
RE26
26 -
Refuse
Refus
e
0
1
0
0
0
RE27
27 -
Refuse
Refus
e
0
1
0
0
0
RE28
28 -
Refuse
Refus
e
0
1
0
0
0
RE29
29 -
Refuse
Refus
e
0
1
0
0
0
RE30
30 -
Refuse
Refus
e
1
0
0
0
0
RE31
31 - Refuse
Refus
e
1
0
0
0
0
RE32
32 -
Refuse
Refus
e
1
0
0
0
0
RE33
33 -
Refuse
Refus
e
1
0
0
0
0
RE34
34 -
Refuse
Refus
e
1
0
0
0
0
RE35
35 -
Refuse
Refus
e
1
0
0
0
0
RE36
36 -
Refuse
Refus
e
0
0
0
0
1
RE37
37 -
Refuse
Refus
e
0
0
0
0
1
RE38
38 -
Refuse
Refus
e
0
0
0
0
1
RE39
39 -
Refuse
Refus
e
0
0
0
0
1
RE40
40 -
Refuse
Refus
e
0
0
0
0
1
RE41
41 - Refuse Refus
e
0
0
0
0
1
Page 94 of 99
RE42
42 -
Refuse
Refus
e
0
0
0
0
1
RE43
43 -
Refuse
Refus
e
0
0
0
0
1
RE44
44 -
Refuse
Refus
e
0
0
0
0
1
RE45
45 -
Refuse
Refus
e
0
0
0
0
1
RE46
46 -
Refuse
Refus
e
0
0
0
0
1
RE47
47 -
Refuse
Refus
e
0
0
0
0
1
RE48
48 -
Refuse
Refus
e
0
0
0
0
1
RE49
49 -
Refuse
Refus
e
0
0
0
0
1
RE50
50 -
Refuse
Refus
e
0
0
0
0
1
RE51
51 - Refuse
Refus
e
0
0
0
0
1
RE52
52 -
Refuse
Refus
e
0
0
0
0
1
RE53
53 -
Refuse
Refus
e
0
0
0
0
1
RE54
54 -
Refuse
Refus
e
0
0
1
0
0
RE55
55 -
Refuse
Refus
e
0
0
1
0
0
RE56
56 -
Refuse
Refus
e
0
0
1
0
0
RE57
57 -
Refuse
Refus
e
0
0
1
0
0
RE58
58 -
Refuse
Refus
e
0
0
1
0
0
RE59
59 -
Refuse
Refus
e
0
0
1
0
0
RE60
60 -
Refuse
Refus
e
0
0
1
0
0
RE61
61 - Refuse Refus
e
0
0
1
0
0
RE62
62 -
Refuse
Refus
e
0
0
1
0
0
RE63
63 -
Refuse
Refus
e
0
0
1
0
0
RE64
64 -
Refuse
Refus
e
0
0
1
0
0
RE65
65 -
Refuse
Refus
e
0
0
1
0
0
Page 95 of 99
RE66
66 -
Refuse
Refus
e
0
0
1
0
0
RE67
67 -
Refuse
Refus
e
0
0
1
0
0
RE68
68 -
Refuse
Refus
e
0
0
1
0
0
RE69
69 -
Refuse
Refus
e
0
0
0
1
0
RE70
70 -
Refuse
Refus
e
0
0
0
1
0
RE71
71 - Refuse Refus
e
0
0
0
1
0
RE72
72 -
Refuse
Refus
e
0
0
0
1
0
RE73
73 -
Refuse
Refus
e
0
0
0
1
0
RE74
74 -
Refuse
Refus
e
0
0
0
1
0
RE75
75 -
Refuse
Refus
e
0
0
0
1
0
RE76
76 -
Refuse
Refus
e
0
0
0
1
0
RE77
77 -
Refuse
Refus
e
0
0
0
1
0
RE78
78 -
Refuse
Refus
e
0
0
0
1
0
RE79
79 -
Refuse
Refus
e
0
0
0
1
0
RE80
80 -
Refuse
Refus
e
0
0
0
1
0
AL2
02 - Alley
Alley
1
AL3
03 - Alley
Alley
1
AL5
05 - Alley
Alley
1
AL6
06 - Alley
Alley
1
AL7
07 - Alley
Alley
1
AL12
012 - Alley
Alley
1
AL14
014 - Alley
Alley
1
AL15
015 - Alley
Alley
1
AL16
016 - Alley
Alley
1
AL23
023 - Alley
Alley
1
AL24
024 - Alley
Alley
1
AL25
025 - Alley
Alley
1
AL26
026 - Alley
Alley
1
AL35
035 - Alley
Alley
1
Page 96 of 99
AL40
040 - Alley Alley
1
Solid Waste Collection Type
The following solid waste collection types will be configured in CIS Infinity as part of
the upgrade project:
Code
Description
AL
Alley
BL
Bulk
RE
Refuse
RC
Recycle
Bookmark Control
The following bookmarks will be configured in CIS Infinity as part of the upgrade
project. The bookmarks will be added to the Accountview’s Infobar.
The bookmarks in the InfoBar will display Refuse, Recycle, and Alley schedules based
on the Solid Waste Route Definitions, using the solid waste route code that matches
the FMA number. For accounts with a Sunbird bill code, the InfoBar will instead
display the schedule information specific to Sunbird accounts.
Code
Descrip
tion
Script
Param
eter
SCHED
ULE
Schedu
le
# Get FMA number and remove leading zeros
$fma =
$this.CustomerAccount.Account_Lookup.FMANumber
$fma = $fma.TrimStart("0")
# Retrieve SWS information
$SWS =
[AdvancedUtility.Services.BusinessObjects.BillEquipment]:
:GetByWhere(
$session,
"C_BILLCODE = {0} AND C_ACCOUNT = {1} AND
D_DATEREMOVED IS NULL",
"SWS",
$this.CustomerAccount.Account
)
# If FMA = 77 and SWS exists, return hardcoded schedule
if ($fma -eq "77" -and $SWS) {
$value = "Refuse: Monday through Friday Recycle:
Monday, Wednesday, Friday Alley: N/A"
} else {
# Build route and retrieve schedule
$route = "$ScheduleType$fma"
$schedule =
A
Param
para
will be
defined
for this
bookm
ark to
specify
which
schedu
le to
display
(RC, RE,
300 or
bulk)
Page 97 of 99
[AdvancedUtility.Services.BusinessObjects.SolidWasteRou
teDefinition]::GetByWhere(
$Cissession,
"C_ROUTENUMBER = {0}",
$route
)
# Map days to schedule properties
$days = @{
Monday = $schedule.IsMondayCollection
Tuesday = $schedule.IsTuesdayCollection
Wednesday = $schedule.IsWednesdayCollection
Thursday = $schedule.IsThursdayCollection
Friday = $schedule.IsFridayCollection
}
# Find the first day that is true
$value = $days.GetEnumerator() | Where-Object {
$_.Value -ne $false } | Select-Object -First 1 -
ExpandProperty Key
}
$value
Conversion requirements
•
For CIS to display the schedules in the Infobar, Chandler needs to convert the
FMA# into a CIS field. Ideally, this field would be a custom BIF002 field (Service
Address tab).**
Consolidated Billing
Through discussions, it was determined that Chandler would like their multi-unit
addresses with Solid Waste services to be split to have a CIS account for each
individual unit to track solid waste containers per unit.
The charges would remain the responsibility of the main address’ account.
AUS recommends building Bill Print Groups (Master/Sub) for these types of
accounts.
Chandler will need to provide the conversion team with data to split all multi-unit
addresses into their individual units to track the solid waste bins on the respective
accounts.**
Billing Cycle & Books
The following Billing Cycle and Books would be configured in CIS Infinity as part of
the upgrade project:
Billing Cycle
Billing Book
Page 98 of 99
SW – Day 01
SW – Day 01
SW – Day 02
SW – Day 02
SW – Day 03
SW – Day 03
SW – Day 04
SW – Day 04
SW – Day 05
SW – Day 05
SW – Day 06
SW – Day 06
SW – Day 07
SW – Day 07
SW – Day 08
SW – Day 08
SW – Day 09
SW – Day 09
SW – Day 10
SW – Day 10
SW – Day 11
SW – Day 11
SW – Day 12
SW – Day 12
SW – Day 13
SW – Day 13
SW – Day 14
SW – Day 14
SW – Day 15
SW – Day 15
SW – Day 16
SW – Day 16
SW – Day 17
SW – Day 17
SW – Day 18
SW – Day 18
SW – Day 19
SW – Day 19
SW – Day 20
SW – Day 20
Bill Print Groups
The Bill Print Groups would need to be part of the conversion exercise. The Bill Print
Groups serve to define the Master/Sub relationship so Chandler would need to
provide the data for creating one bill print group per multi-unit address.**
This would include:
•
The name of the group
•
The customer/account numbers of the master
•
The customer/account numbers of the subaccounts.
AUS would set all bill print groups to move transactions onto the master (bill nothing
on the sub) and configure them, so they generate a consolidated bill when printed.
Gate Codes
Chandler indicated interest in:
•
storing gate codes in a custom field in the BIF002 table (Service Address Tab)
•
validating gate codes on save using GIS Service Address Validation interface.
Gate codes would be validated against GIS database when a service address is saved.
Creation of the custom field can be tracked in this document but logic to validate
custom field against GIS field that contains gate code information would need to be
tracked in the GIS Address Validation’s respective BRD.
Hyperlinks
Hyperlink control
Page 99 of 99
The following hyperlinks will be configured in CIS Infinity as part of the upgrade
project:
Name
Accessible on what tab?
Notes
Grid
Service Address
Will link to a pdf filename
FMA#
Service Address
Will link to a pdf filename
Parcel info
Service Address
Will link to County Parcel
records
Google maps
Service Address
Will link to google maps
of the address
Generic Control
Since the links need to be dynamic and not all grid numbers use the same file
naming convention, AUS will configure Generic Control to map the grid # & FMA # to
a pdf filename.
Chandler needs to provide the list of pdf filenames per grid # and FMA #.**
Special Attention Boxes
Chandler and AUS discussed four special attention boxes that are currently tracked
in RMS:
•
Hammerhead
o This would be tracked in a custom dropdown field called Special
Attention Boxes
•
Private Street
o This would be tracked in a custom dropdown field called Special
Attention Boxes
•
Special Handicap Pickup
o This would be tracked through the Assisted Services multiplier.
•
Shared Utility Account
o This would be tracked through the Master/Sub relationship.
Custom fields
The following custom fields will be configured as part of the upgrade project:
Name
Accessible on what tab?
Notes
FMA#
Service Address
Will display the FMA # and
will be used in the display
of schedules in the infobar
Gate Code #
Service Address
Will display Gate Code #
Special Attention Boxes
Service Address
Will be used to store
whether the address is
Hammerhead, Private
Street or both.