HomeMy WebLinkAboutResolutions - 2014.02.06 - 21179MISCELLANEOUS RESOLUTION #14019 February 6, 2014
BY: Finance Committee, Thomas Middleton, Chairperson
IN RE: DEPARTMENT OF INFORMATION TECHNOLOGY — APPROVAL OF COLLABORATIVE
ASSET MANAGEMENT SYSTEM CVT INTERLOCAL AGREEMENT WITH THE TOWNSHIP OF
WHITE LAKE
To the Oakland County Board of Commissioners
Chairperson, Ladies and Gentlemen:
WHEREAS the Collaborative Asset Management System (CAMS) project will standardize countywide
infrastructure maintenance (water, sewer, storm and roads) allowing Oakland County departments, the
Road Commission for Oakland County (R000) and participating local communities to proactively
manage assets and mitigate long-term costs associated with the operations and maintenance of critical
infrastructure; and
WHEREAS the CAMS project was previously approved by the Oakland County Board of Commissioners
by Miscellaneous Resolution #07293; and
WHEREAS the Collaborative Asset Management System CVT Interlocal Agreement was previously
approved by the Oakland County Board of Commissioners for the City of Auburn Hills by Miscellaneous
Resolution #11010; and
WHEREAS the Collaborative Asset Management System CVT Interlocal Agreement was previously
approved by the Oakland County Board of Commissioners for the City of Oak Park by Miscellaneous
Resolution #11011; and
WHEREAS the Collaborative Asset Management System CVT Interlace! Agreement was previously
approved by the Oakland County Board of Commissioners for the City of Farmington Hills by
Miscellaneous Resolution #11099; and
WHEREAS the Collaborative Asset Management System CVT Interlocal Agreement was previously
approved by the Oakland County Board of Commissioners for the Township of Independence by
Miscellaneous Resolution # 13063; and
WHEREAS the CAMS project promotes collaboration and improved workflows among participants
ultimately handling service requests more efficiently and responsively; and
WHEREAS by centralizing data, the system will promote information standardization, reduce duplication
of data and will be a low cost way for other Oakland County governmental agencies to gather and share
information across jurisdictional and organizational boundaries; and
WHEREAS the CAMS participating agencies include the Oakland County Water Resources
Commissioner's Office, Oakland County Parks and Recreation, RCOC, Facilities Maintenance &
Operations and certain local communities; and
WHEREAS the CAMS participating agencies have agreed to pay a share of the centralized CAMS
maintenance/support costs and will be responsible for paying maintenance/support costs; and
WHEREAS to properly implement and operate the CAMS initiative in each participating local community,
an Intergovernmental Agreement that delineates the relationship and responsibilities between the Parties
is required; and
WHEREAS the local community that wishes to participate in the CAMS initiative is the Township of White
Lake (the named participating local community); and
WHEREAS the Departments of Information Technology and Corporation Counsel have prepared and
reviewed the contents of the attached CAMS Intergovernmental Agreement; and
WHEREAS legal representation from the named participating local community has reviewed and
approved the contents of the attached CAMS Intergovernmental Agreement between Oakland County
and the participating local community; and
WHEREAS the Township Board from the named participating local community has reviewed and
approved the contents of the attached CAMS Intergovernmental Agreement between Oakland County
and the participating local community; and
WHEREAS Information Technology has estimated their support and maintenance costs identified within
this agreement of $6,060 for the first year and will be capped at CPI after September 30, 2014; and
WHEREAS the annual support and maintenance fee will be billable to White Lake Township; and
WHEREAS it is the recommendation of the Department of Information Technology that the Oakland
County Board of Commissioners accept and approve the attached CAMS Intergovernmental Agreement.
FINANCE COMMITTEE VOTE:
Motion carried unanimously on a roll call vote.
NOW THEREFORE BE IT RESOLVED that the Oakland County Board of Commissioners hereby
approves and authorizes use of the attached CAMS Intergovernmental Agreement to govern the
relationship and responsibilities between the County and the named participating local community within
the County for the CAMS initiative.
BE IT FURTHER RESOLVED that the Oakland County Board of Commissioners hereby directs its
Chairperson to execute the attached CAMS Intergovernmental Agreement between the County and the
named participating local community within the County on receipt of an authorizing resolution and a fully
executed original on behalf of the named participating local community.
BE IT FURTHER RESOLVED the following budget amendment is recommended Fiscal Year 2014:
INFORMATION TECHNOLOGY FUND #63600
Revenue
63600-1080101-152000-635017 Outside Agencies
Total Revenue
Expenditures
63600-1080201-152010-731780 Software Maintenance
63600-1080201-152010-731458 Professlanai Svcs.
Total Expenditures
FY2014
$6,060
$6,060
$3,394
$2,666
$6,060
Chairperson, on behalf of the Finance Committee, I move the adoption of the foregoing resolution.
FINANCE COMMITTEE
I / f
COLLABORATIVE ASSET MANAGEMENT SYSTEM AGREEMENT
AN INTERGOVERNMENTAL AGREEMENT BETWEEN
THE COUNTY OF OAKLAND
AND
WHITE LAKE TOWNSHIP
THIS AGREEMENT is made between the County of Oakland (County), a Constitutional
and Municipal Corporation, with offices at 1200 N. Telegraph Road, Pontiac, Michigan 48341,
and the Township of White Lake, a Municipal Corporation, with offices at 7525 Highland Rd,
White Lake Township, 48383. In this Agreement, the County and the Township of White Lake
may be referred to individually as "Party" or jointly as "Parties."
WHEREAS, the Township of White Lake and Oakland County have determined that both
Parties will benefit from the establishment of a Collaborative Asset Management System
(CAMS) for more effective care and management of water, sanitary sewer, and/or storm sewer
infrastructure located in Oakland County and the Township of White Lake, through the use of
computer software to manage maintenance activities, such as work orders and inspections;
inventory; project costing; customer requests, such as complaints, correction, or feedback;, and
permitting; and
WHEREAS, the Urban Cooperation Act, 1967 PA 7, MCL 124.501 et seq., authorizes the
Parties to enter into an intergovernmental agreement for the joint performance of such
governmental functions; and
WHEREAS, the terms and conditions of the utilization, training, and service for such
system, to be operated by the County, through Oakland County Information Technology (OCIT),
are set forth in a Service Level Agreement (SLA) and Scope of Work Document (SOW),
between the Township of White Lake and the County, which are attached hereto and
incorporated herein by reference; and
WHEREAS, the total cost to the Township of White Lake for system utilization, training
and service are set forth in Section 4.0 (Application Support Costs) of the SLA.
IN CONSIDERATION of the mutual promises, obligations, representations, and assurances
in this Agreement, the Parties agree as follows:
1. The Purpose of this Agreement is to provide for the use, by the Township of White Lake,
of the CAMS application modules, through Oakland County Information Technology
(OCIT), together with related training and other related services, as needed; and to
provide for the collaborative use of information related to public assets, such as water,
sanitary sewer, and/or storm sewer infrastructure, that is managed by various
governmental entities within the County of Oakland, through use of the CAMS
application modules in order to promote the effective maintenance and care of these
assets.
2. The County and the Township of White Lake shall be defined to include any and all
departments, divisions, commissioners, elected and appointed officials, directors, board
members, council members, authorities, officers, committees, employees, agents,
subcontractors, volunteers and/or any such persons' successors.
3. The Service Level Agreement (SLA) and Scope of Work Document (SOW) attached
hereto in reference to the Township of White Lake's utilization of the CAMS application
modules are fully incorporated by reference herein.
4. The County, through OCIT, will host and make available to the Township of White Lake
the CAMS application modules and will provide training and service as appropriate, in
accordance with the terms of the SLA and SOW attached hereto.
5. The Parties acknowledge that the annual fees set forth in the SLA cover only a portion of
the actual costs incurred by the County for providing service and support for the CAMS
application modules. The annual fee shall be paid as set forth in Section 4.0 (Application
Support Costs) of the SLA attached hereto.
6. The Township of White Lake will make payments to the County in accordance with the
terms set forth in Section 4.0 of the SLA attached hereto.
7. The Township of White Lake will fulfill the duties and responsibilities set forth in
Section 5.0 (CVT Responsibilities) of the SLA, including, but not limited to, those
relating to maintaining the currency and accuracy of its data, maintaining data security,
maintaining system security, monitoring and limiting access to data to qualified
individuals, giving timely notification of possible or confirmed security breaches,
responding to Freedom of Information Act requests for the records of the Township of
White Lake, responding to and routing other communications by the public to the
responsible governmental unit, and cooperating with the participating governmental
entities in the use of CAMS Application Modules. The Township of White Lake
warrants that it will use best efforts to ensure the currency and accuracy of the data it
provides for use in CAMS.
8, Each Party shall comply with all federal, state, and local ordinances, regulations,
administrative rules, and requirements applicable to its activities performed under this
Agreement.
9. The County makes no warranties regarding, and assumes no responsibility for, the
currency and accuracy of data owned, managed, or contributed to CAMS by the
Township of White Lake, the County, or any other participating entity.
10. The Township of White Lake makes no warranties regarding and assumes no
responsibility for the currency and accuracy of data owned, managed or contributed to
CAMS by the County or any other participating agency.
rev 10.28.10. 2
11. Nothing in this Agreement shall be construed as creating an employer-employee
relationship between the County (including any of its employees) and the Township of
White Lake (including any of its employees).
12. Each Party shall be responsible for any CLAIMS made against that Party, and for the acts
of its Employees or Agents, arising under or related to this Agreement.
13. In any CLAIMS that may arise under or relate to this Agreement, each Party shall seek its
own legal representation and bear the costs associated with such representation, including
any attorney fees.
19. Except as otherwise provided in this Agreement, neither Party shall have any right under
any legal principle to be indemnified by the other Party or any of its employees or agents
in connection with any CLAIM.
15. For purposes of this Agreement, "CLAIM" or "CLAIMS" shall be defined to include any
and all losses, complaints, demands for relief, damages, lawsuits, causes of action,
proceedings, judgments, deficiencies, penalties, costs, and expenses arising under or
relating to this Agreement, including, but not limited to, reimbursement for reasonable
attorney fees, witness fees, court costs, investigation, litigation expenses, amounts paid in
settlement, and/or any other amount for which either Party becomes legally and/or
contractually obligated to pay, whether direct, indirect, or consequential, whether based
upon any alleged violation of the constitution (federal or state), any statute, rule,
regulation, or the common law, whether in law or equity, tort, contract, or otherwise,
and/or whether commenced or threatened.
16. This Agreement does not and is not intended to impair, divest, delegate, or contravene
any constitutional, statutory, and/or other legal right, privilege, power, obligation, duty or
immunity of the Parties. Nothing in this Agreement shall be construed as a waiver of
governmental immunity for either Party.
17. Except as expressly provided herein, this Agreement does not, and is not intended to,
transfer, delegate, or assign to the other Party any civil or legal responsibility, duty,
obligation, duty of care, cost, legal obligation or liability associated with any
governmental function delegated and/or entrusted to either Party under any existing law
or regulations.
18. This Agreement does not and is not intended to create any obligation, duty, promise,
contractual right or benefit, right to indemnification, right to subrogation, and/or any
other right in favor of any other person or entity.
19. Any modifications, amendments, rescissions, waivers, or releases to this Agreement must
be in writing and signed by both Parties.
20. This Agreement shall be governed, interpreted, and enforced by the laws of the State of
Michigan. Except as otherwise required by law or court rule, any action brought to
rev 10.28.10. 3
enforce, interpret, or decide any CLAIM arising under or related to this Agreement shall
be brought in the 6th Judicial Circuit Court of the State of Michigan, the 50 th District
Court of the State of Michigan, or the United States District Court for the Eastern District
of Michigan, Southern Division, as dictated by the applicable jurisdiction of the court.
Except as otherwise required by law or court rule, venue is proper in the courts set forth
above.
21. This Agreement shall be for a term of 4 years and, unless terminated as provided in this
Agreement, the Parties may agree to extend this Agreement thereafter for successive
three-year periods by signed amendment. If the Agreement is not extended and expires
without termination, the County will provide the Township of White Lake with all of its
records and data and all current CAMS Application database tables and database
schemas, in a format agreed upon by both Parties, for all CAMS modules as defined in
the SOW specific to the Township of White Lake's operations.
22. This Agreement may be terminated by the Township of White Lake during the term, or
any extension of this Agreement, on one year's written notice (One-Year Notice Period)
with or without cause and for any reason, including convenience. In the event of
termination by the Township of White Lake:
a. Notice of termination does not relieve the Township of White Lake of its
obligation to pay any annual fee, prorated up to the date of termination that
becomes due and owing to the County during the One-Year Notice Period.
b. The Township of White Lake shall have rights to continue to use the CAMS
application during the Notice Period and, provided payment, as described in the
SLA and here, has been made, the County shall continue to provide the services
described in the SLA through the date of termination.
c. All Township of White Lake records and data will be returned promptly to the
Township of White Lake at the end of the Notice Period.
d. If the Township of White Lake terminates this Agreement at any time during the
original four-year term, the Township of White Lake shall pay the County, in
consideration for the data conversion and implementation services performed for
the CVT by the County, the benefit of which will be lost to the County by the
Township of White Lake's early termination of this Agreement, the sum set forth
in Section 4 of the Service Level Agreement, identified as "County Cost
Recovery for Early Termination," for each month remaining in the original four-
year term of the Agreement that occurs after the date of termination. This sum
shall be in addition to payment of the prorated annual fee, described in Section
22(a) above. The Township of White Lake shall, upon payment of all sums due
hereunder, be entitled to receive from the County all of its records and data and all
current CAMS Application database tables and database sehemas, in a format
agreed upon by both Parties, for all CAMS modules as defined in the SOW
specific to the Township of White Lake's operations.
rev 10.28.10. 4
23. If the Township of White Lake, for any reason, fails to pay the County any monies when
and as due under this Agreement, the Township of White Lake agrees that unless
expressly prohibited by law, the County or the County Treasurer, at their sole option,
shall be entitled to setoff from any other Township of White Lake funds that are in the
County's possession for any reason. Funds include but are not limited to the Delinquent
Tax Revolving Fund ("DTRF"). Any setoff or retention of funds by the County shall be
deemed a voluntary assignment of the amount by the Municipality to the County. The
Township of White Lake waives any CLAIMS against the County or its Officials for any
acts related specifically to the County's offsetting or retaining such amounts. This
paragraph shall not limit the Township of White Lake's legal right to dispute whether the
underlying amount retained by the County was actually due and owing under this
Agreement.
If the County chooses not to exercise its right to setoff or if any setoff is insufficient to
fully pay the County any amounts due and owing the County under this Agreement, the
County shall have the right to charge up to the then-maximum legal interest on any
unpaid amount. Interest charges shall be in addition to any other amounts due to the
County under this Agreement. Interest charges shall be calculated using the daily unpaid
balance method and accumulate until all outstanding amounts and accumulated interest
are fully paid.
Nothing in this Section shall operate to limit the County's right to pursue or exercise any
other legal rights or remedies under this Agreement against the Township of White Lake
to secure reimbursement of amounts due the County under this Agreement. The remedies
in this Section shall be available to the County on an ongoing and successive basis if the
Township of White Lake at any time becomes delinquent in its payment.
Notwithstanding any other term and condition in this Agreement, if the County pursues
any legal action in any court to secure its payment under this Agreement, the Township
of White Lake agrees to pay all costs and expenses, including attorney's fees and court
costs, incurred by the County in the collection of any amount owed by the Township of
White Lake.
24. The County may terminate and/or cancel this Agreement or reduce the scope of services
or any part thereof at any time during the term or any extension of this Agreement, upon
one hundred eighty (180) days' written notice to the Township of White Lake, for any
reason, including convenience, without incurring obligation or penalty of any kind except
as otherwise provided herein. If the County becomes aware that it will terminate or
cancel this Agreement or reduce the scope of services it provides to the Township of
White Lake at a time prior to the required 1 80-day notice period, the County will
promptly inform the Township of White Lake of its intention to terminate or cancel this
Agreement or reduce the scope of services. The County will work with the Township of
White Lake to develop a transition plan regarding the return of its records and data. In
the event of termination (with or without the 180-day notice), the County will provide the
Township of White Lake, on or before the effective date of the termination, with all of its
records and data and all current CAMS Application database tables and database
rev 10.28.10. 5
schemas, in a format agreed upon by both Parties, for all CAMS modules as defined in
the SOW specific to the Township of White Lake's operations.
Notwithstanding the above, if funding for this project becomes unavailable, or if the
County is subject to a court order or other legal or technical obligation requiring it to
terminate or stop the project or modify or reduce its scope, at any time before, during, or
after implementation of the CAMS application modules pursuant to the SOW, the County
may terminate or cancel this Agreement or modify the scope of the project immediately
upon written notice to the Township of White Lake. The effective date for termination,
cancellation, or scope modification shall be clearly stated in the written notice. Except as
provided in Section 18(d) or elsewhere in this Agreement, if the County terminates or
cancels the project, the Township of White Lake shall have no further obligation for the
payment of any sums hereunder. If the County modifies the scope of the project, and the
Township of White Lake does not terminate its Agreement with the County, the Parties
shall meet to review the annual maintenance fee, which may be modified by written
amendment to this Agreement. If the County reduces the scope of the project or the
service level for the project, a corresponding reasonable reduction in the maintenance fee
shall be agreed upon by the Parties.
Termination or cancellation by the County under this section shall not result in any cost,
fee, fine, penalty, special, incidental, consequential, or punitive damages.
25. During the initial term of this Agreement, within 30 days of the anniversary of the
effective date of the Agreement, the County will provide the Township of White Lake
with an annual written update regarding CAMS and anticipated changes to CAMS which
may impact the operation of the Township of White Lake. Notwithstanding the
preceding, nothing in this Agreement shall limit, modify, alter, or divest the County of its
right to terminate this Agreement as provided herein.
26. Written notices under this Agreement shall be sent by registered mail or hand-delivered
to:
For the CVT: the City Manager and City Clerk at the address listed on page one
For the County: Director, Department of Information at the address listed on page one.
27. This Agreement represents the entire Agreement between the Parties and supersedes all
other prior or contemporaneous Agreements, communications, or understandings,
whether oral, written, or otherwise presented, between the Parties governing the matters
described herein. The language of this Agreement shall be construed as a whole
according to its fair meaning, and not construed strictly for or against any Party.
28. The Parties have taken all actions and secured all approvals necessary to authorize and
complete this Agreement. The persons signing this Agreement on behalf of each Party
have legal authority, by resolution of each legislative body, attached to this Agreement, to
sign this Agreement and bind the Parties to the terms and conditions contained herein.
rev 10.28.10. 6
For and in consideration of the mutual promises and representations set forth in this
Intergovernmental Agreement between the County of Oakland and the Township of White Lake,
the undersigned execute this Collaborative Asset Management System Intergovernmental
Agreement on behalf of the County and the Township of White Lake, and by doing so legally
obligate and bind the County and the Township of White Lake to the terms and conditions of this
Intergovernmental Agreement.
OAKLAND COUNTY
Date:
By:
Michael J. Gingell
Its Chairperson, Oakland County Board of Commissioners
WHITE LAKE TOWNSHIP
By:
(Print Name):
Date: Its
WHITE LAKE TOWNSHIP
By:
(Print Name):
Date: Its
rev 10.28.10. 7
Collaborative Asset Management System SLA December 10, 2013 12/10/2013
OAKLAND COUNTY MICHIGAN
COLLABORATIVE ASSET MANAGEMENT SYSTEM (CAMS)
SERVICE LEVEL AGREEMENT
1.0 INTRODUCTION
This Service Level Agreement (SLA) is an agreement between Oakland County
and its customer, the Township of White Lake (the Township), that specifies
what services will be provided to the Township under the Collaborative Asset
Management System (CAMS) Agreement between the County and the Township
following the implementation described in the Implementation Scope of Work
Document (SOW). This SLA contains a definition of service expectations in
connection with the CAMS Agreement. The dynamic nature of information
technology services requires an SLA to be a dynamic document which will be
modified through agreement of the parties on an as needed basis.
This SLA between Oakland County and the agency (customer) listed below has
been drafted for the application modules to be made available to the Township
under the CAMS Agreement, These modules are: Azteca Cityvvorks
Computerized Maintenance Management System (CMMS), Customer Request
Management (CRM), Storeroom, and Permitting, as well as the custom Public
Access Portal Application. This SLA will become the governing document for
services once implementation has been completed.
1,1 Supported Customers
CAMS will be supported by Oakland County Information Technology (OCIT) for
the City. The Township will designate one representative to act as a "primary
point of contact" with OUT. The "primary point of contact" will be referred to as
a "Power User" whose responsibilities will include:
• Direct coordination and interaction with OCIT support staff
• Communication with other users within the City
• Attend appropriate training classes
• Provide "initial support services" to the Township users prior to logging a
Service Center Incident with OCIT
• Requesting security changes and technical support from OCIT
• Application testing in conjunction with OCIT
2.0 APPLICATION SUPPORT SERVICES
Support services to be provided by OCIT will include:
2.1 Application Log In
Collaborative Asset Management System SLA December 10, 2013 12/10/2013
OCIT will allow access to CAMS via an internet browser. OCIT will provide the
Township a secure internet-based application and an application login for use on
PC hardware that is to be provided by the Township as part of its own computer
system. To ensure consistent results across all users, OUT will require the
Township to maintain the following minimum standards for each internet
browser:
• Mozilla Firefox V. 21.0 or higher
The Township will be responsible for ensuring compatible internet browsers are
installed on the Township computers and that the computers meet the minimum
system requirements defined below:
• 2.0 GHz Pentium@ processor (or better)
• 2GB RAM (or better)
• Fast disk >40 GB of storage
• 100 Mbit NIC
• Microsoft Windows XP Professional@ sp2/3 or Vista Business/Ultimate@
sp1
• Keyboard, mouse, CD, floppy
• 17" high resolution color monitor; 1024 x 768
2.2 Application Maintenance & Availability
OCIT will provide CAMS maintenance to ensure that the system is fully
functional, operational, and works for its intended purposes. Such maintenance
will include "bug" fixes, patches, and/or system upgrades, such as hardware,
software, database and network upgrades. The impact of patches and/or
upgrades to the system will be thoroughly evaluated by OCIT prior to installation
and communicated to participating CAMS agencies through a user group prior to
production implementation. OCIT reserves the following scheduled maintenance
windows to perform these work activities:
• Monday — Friday: 5:30 a.m. to 7:00 a.m.
In the event of changes to these scheduled maintenance windows, or if
additional maintenance times are required, OCIT will give as much notice of or
lead time for such times as possible.
During these maintenance windows, access to CAMS may be restricted by the
OCIT System Administrator without prior notification.
Collaborative Asset Management System SLA December 10, 2013 12/10/2013
OCIT may also deny access to the application so that critical unscheduled
maintenance (i.e. break-fixes) may be performed. OCIT will make prompt and
reasonable efforts to minimize unscheduled application downtime. Notification
about such interruptions will be provided to the "power user" with as much lead
time as possible.
As necessary, a group of Power Users from various agencies will be enlisted to
test large patches and/or upgrades that will be eventually deployed to the entire
CAMS user community. This group may be asked to test at their office location
or at OCIT.
OCIT will remain current on software maintenance fees, except where this
commitment is in conflict with the termination clauses specified in the
Intergovernmental Agreement.
OCT will maintain the CAMS hardware environment consistent with the
recommended specifications provided by Azteca Systems to support Cityworks
Server.
2.3 Application System Administration
OCIT will provide CAMS system administration services. These services include
configuration tasks that are global to the CAMS database structure or applicable
to more than one user agency. The Township will also be provided access to the
thick client Designer application, through which customizations to the Township
specific workflow templates, etc. can be made.
2.4 Application Database Backup and Disaster Recovery
OCIT will perform daily backups of the CAMS database. Scheduled database
backups and copies of CAMS will be placed offsite for disaster recovery purposes.
OCIT will provide exports of the Township equipment and materials lists upon
request up to two times annually.
OUT will maintain CAMS Disaster Recovery (DR) Toolkit that will be used to
recover CAMS during a disaster or system failure. CAMS will be included in
OCIT's scheduled Disaster Recovery Test to ensure recovery. DR Toolkit updates
will be made by OCIT as necessary and as a result of the scheduled DR Tests.
2.5 Application Auditing
OCIT may conduct scheduled and unscheduled audits to ensure data integrity
and reliability. In addition, OCIT may audit the usage of the system to ensure
Collaborative Asset Management System SLA December 10. 2013 12/10/2013
compliance with the Azteca Master Purchase Agreement and the Oakland
County, Michigan Geospatial Data Access, Distribution and Use Policy which may
be amended on an as needed basis.
2.6 Application Training
OCIT will provide CAMS training on an as-needed basis. Whenever possible,
training will be provided in a group setting at the Information Technology
Building in Waterford Township, Michigan. Training materials will be provided as
necessary to assist in the education process.
3.0 APPLICATION SUPPORT PROCEDURES
CAMS users should use the following procedures to report an application support
incident.
3.1 OCIT Service Center
OCIT Service Center support will provide 24-hour a day, 7-days a week support.
Service Center incidents must originate with the OCIT Service Center, either by
phone, email, or the website below.
Service Center Phone Number 248-858-8812
Service Center Email Address servicecenter@oakgov.com
Self Service Website https://sc.oakgov.com
Prior to logging a service center incident, each Agency user must provide the
following contact information through the Service Center Self Registration
website https: //sc.oa kgov.corn/cvtselfreg istration :
Contact Name, Phone Number, Email Address and Community Name
Once a user has provided contact information, please provide the following
information when logging a service center incident through phone, email or
website:
• Contact Name, Phone Number, Email Address and Agency Name
• State the incident is in regards to the "CAMS" and, if possible, the specific
module to which the incident is associated.
• Exact nature of the problem or function including any error message that
appeared on the computer screen
• Any action the caller has taken to resolve the matter
Collaborative Asset Management System SLA December 10, 2013 12/10/2013
Each incident will be given a Service Center log number and if necessary,
assigned to the appropriate application support individual. Users can track the
status of their service center incident by calling the service center and providing
the incident number or through the service center website.
See the Service Center Handbook located on the Service Center website for more
information on Service Center and functionality of the website.
3.2 Service Center Response Times
Service Center incidents will be categorized in order of importance. Priority will
be given to those Service Center incidents that relate specifically to application
login problems. If an immediate answer cannot be provided, the caller can
expect to receive a response within four business hours.
Service Center incidents that do not specifically relate to application login will be
categorized separately. If an immediate answer cannot be provided, every effort
will be made to provide a response within eight business hours. In every case,
the caller can expect to receive a response within sixteen business hours.
If for any reason a problem cannot be resolved within sixteen business hours, a
weekly status report will be provided (via email) until an adequate resolution is
found.
3.3 Knowledge Documents/Information Resources
Knowledge Documents that will provide support for common questions will be
maintained in the Service Center. Common questions will be posted to the
Knowledge Documents on a regular basis,
3,4 Onsite Support
OCIT will provide onsite support to the Township on an as-needed basis. Onsite
support visits can be up to four hours in duration and must be scheduled one
week prior to the onsite visit. The Township should contact the CAMS support
individual directly to schedule an onsite support visit.
3.5 Technical Support Reporting
Technical support summary reports will be reviewed at each CAMS Application
User Group Meeting.
3.6 Reporting After-Hours Technical Support
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Technical support is intended to address problems such as: unexpected system
downtime or unexpected application error messages. After-hours support does
not include "how to" application support or password resets. These types of
requests will be addressed during normal business hours. If the system is
unavailable please call the Service Center phone at 248.858.8812. This call will
be routed to the on-call System Administrator who will attempt to repair the
problem. Emails and Service Center Incidents will not be addressed until normal
business hours.
4.0 APPLICATION SUPPORT COSTS
The Township will be responsible for the following ongoing CAMS Application
support costs:
Support Title Description Cost Payment Terms
Software Support and
Maintenance
Annual software support
and maintenance fee for
the use of the Cityworks
Application
$6,060 Township
specific rate/year for
the first four years.
Support cost increases
will be capped at CPI
after September 2014.
The Township will
be invoiced
annually beginning
in January 2015.
County Cost Recovery
for Early Termination
Monthly amount to be
paid to the County in the
event of the Township
terminating the
agreement prior to the
term negotiated in the
Interlocal Agreement
$4,083 Township
specific rate/month for
the first four years.
The Township will
be invoiced
quarterly
beginning in
December 2014.
Application Support
Services
Incremental application
support that exceeds the
services defined in this
Service Level Agreement
Level of effort will be
mutually agreed upon
by the County and the
Township prior to work
being started. Work will
be billed at a rate of
$122/hour.
Billed quarterly by
Information
Technology
Application
Enhancements
Specific application
enhancements
requested by the that
exceed the services
defined in this Service
Level Agreement
Level of effort will be
mutually agreed upon
by the County and the
Township prior to work
being started. Work will
be billed at a rate of
$122/hour.
Billed quarterly by
Information
Technology
5.0 White Lake Township Responsibilities
5,1 Provision and Maintenance of Data
Collaborative Asset Management System SLA December 10, 2013 12/10/2013
The Township agrees to provide the initial data to OCIT in a format compatible
with the County data model for inclusion in the CAMS database, whether via a
coordinated effort with OCIT or independently.
OCIT will facilitate access to infrastructure data for maintenance by putting into
place a combination of policy and technology solutions, however, the Township is
ultimately responsible for ensuring the accuracy and currency of data contained
within CAMS. By committing to participate in CAMS, the Township is agreeing to
keep the infrastructure maintained by the Township reasonably up-to-date.
The Township will notify OCIT of their data maintenance procedure within 60
days of executing the Interlocal Agreement.
OCIT will perform data currency audits. If the Township fails to keep their data
reasonably up to date, OUT will send written notification of inadequate data
currency. The Township must correct the issue within 90 days, or the County
may revoke access to the system until the data is brought reasonably up to date.
52 Licensed Use and Access
As an Authorized Entity the Township is or may be granted permission to use the
Software and Related Materials by the County, pursuant to the terms and
conditions of the Azteca Master Purchase Agreement executed between Azteca
and the County.
As participants in CAMS, the Township qualifies as a Business Partner to access
geospatial data as defined by the Oakland County, Michigan Geospatial Data
Access, Distribution and Use Policy. CAMS participation allows for use of other
agency data as defined by policy.
Distribution of the Township data is at the discretion of the Township, however,
distribution of other agencies' data is prohibited.
Requests, including Freedom Of Information Act (FOIA) requests, for data shall
be referred to the Data Owner, as generally indicated by the AssetOwner
attribute of the data, which represents the agency that owns the infrastructure in
question.
The Township will cooperate in investigations of potential misuse of the software
or data.
6.0 SLA REVIEW PROCESS
Collaborative Asset Management System SLA December 10, 2013 12/10/2013
On a quarterly basis, OUT will review the technical support summary reports,
which include a summary of unscheduled downtime, technology improvements,
planned upgrades or suggested enhancements and their impact on the SLA. As
necessary, changes will be made to the SLA and communicated to participating
CAMS agencies through a CAMS user group for consensus approval among
representatives present at the meeting prior to implementation of the change.
The agenda for the CAMS User Group Meetings will be set by the County and
participants, and revised as needed.
7.0 TERMINATION
This SLA terminates upon termination of the Intergovernmental Agreement.
For and on behalf of the County:
For and on behalf of White Lake Township:
Date:
Date:
Date:
(Print name)
For and on behalf of White Lake Township:
(Print name)
Resolution #14019 February 6, 2014
Moved by Spisz supported by McGillivray the resolutions (with fiscal notes attached) on the amended
Consent Agenda be adopted (with accompanying reports being accepted and appointments being
confirmed).
AYES: Dwyer, Gingell, Gosselin, Hoffman, Jackson, Long, Matis, McGillivray, Middleton,
Quarles, Runestad, Scott, Spisz, Taub, Weipert, Woodward, Zack, Bosnic, Crawford. (19)
NAYS: None. (0)
A sufficient majority having voted in favor, the resolutions (with fiscal notes attached) on the amended
Consent Agenda were adopted (with accompanying reports being accepted and appointments being
confirmed).
040 iti—dt ,c
I HEREBY APPROVE THIS RESOLUTION
CHIEF DEPUTY COUNTY EXECUTIVE
ACTING PURSUANT TO MCL 45,559A (7)
STATE OF MICHIGAN)
COUNTY OF OAKLAND)
Lisa Brown, Clerk of the County of Oakland, do hereby certify that the foregoing resolution is a true and
accurate copy of a resolution adopted by the Oakland County Board of Commissioners on February 6,
2014, with the original record thereof now remaining in my office.
In Testimony Whereof, I have hereunto set my hand and affixed the seal of the County of Oakland at
Pontiac, Michigan this 6th day of February 2014.
et
Lisa Brown, Oakland County