HomeMy WebLinkAboutEaton & AssociatesAGREEMENT
THIS AGREEMENT is made and entered Into on the 26th day of April, 2022 by and
between the TOWN OF LOS ALTOS HILLS (hereinafter referred to as "TOWN") and
Eaton & Associates (hereinafter referred to as "CONTRACTOR"). In consideration of
their mutual covenants, the parties hereto agree as follows:
CONTRACTOR. Shall provide or furnish the following specified services and/or
materials:
Exhibit A
2. EXHIBITS. The following attached exhibits are hereby incorporated into and made a
part of this Agreement:
Proposal from CONTRACTOR dated April 4, 2022
3. TERMS. The services and/or materials furnished under this Agreement shall
commence April 26, 2022 and shall be completed by June 30, 2023, unless terminated
pursuant to Section 5(f).
4. COMPENSATION. For the full performance of this Agreement:
a. TOWN shall pay CONTRACTOR an amount not to exceed One Hundred and Fifty
Three Thousand dollars and 00 cents ($153,000) within thirty (30) days following
receipt of invoice and completion/delivery of services/goods as detailed in Sections
1, 2, and 3 of this Agreement and only upon satisfactory delivery/completion of
goods/services in a manner consistent with professional/industry standards for the
area in which CONTRACTOR operates. TOWN is not responsible for paying for
any work done by CONTRACTOR or any subcontractor above and beyond the not
to exceed amount without written prior approval from the contract administrator in
Section 5(h). Any special projects will adhere to the below hourly rate:
Resource
Rate
Workstation/Desktop Support Engineer
$75-135/hour
Server/Network Engineer
$135-235/hour
Architect/CTO
$235-265/hour
Project Manager
$150/hour
b. Town shall not reimburse for any of CONTRACTOR's costs or expenses to deliver
any services/goods. Town shall not be responsible for any interest or late charges
on any payments from Town to CONTRACTOR.
c. CONTRACTOR is responsible for monitoring its own forces/employees/agents/
subcontractors to ensure delivery of goods/services within the terms of this
Town of Los Altos Hills Page 1 of 5
Short form
Updatod 4128/22
Agreement. TOWN will not accept or compensate CONTRACTOR for incomplete
goods/services.
5. GENERAL TERMS AND CONDITIONS.
a. HOLD HARMLESS. CONTRACTOR agrees to indemnify, defend and hold
harmless the TOWN, its officers, agents and employees from any and all demands,
claims or liability of personal injury (including death) and property damage of any
nature, caused by or arising out of the performance of CONTRACTOR under this
Agreement. With regard to CONTRACTOR'S work product, CONTRACTOR
agrees to indemnify, defend and hold harmless the TOWN, its officers, agents and
employees from any and all demands, claims or liability of any nature to the extent
caused by the negligent performance of CONTRACTOR under this Agreement.
b. INSURANCE. CONTRACTOR shall file with the TOWN a certificate of insurance
before commencing any services under this Agreement as follows:
WORKERS COMPENSATION INSURANCE: Minimum statutory limits.
ii. COMMERCIAL GENERAL LIABILITY AND PROPERTY DAMAGE
INSURANCE: General Liability and Property Damage Combined.
$2,000,000.00 per occurrence including comprehensive form, personal
injury, broad form personal damage, contractual and
premises/operation, all on an occurrence basis. If an aggregate limit
exists, it shall apply separately or be no less than two (2) times the
occurrence limit.
iii. AUTOMOBILE INSURANCE: $1,000,000.00 per occurrence.
iv. ERRORS AND OMISSIONS INSURANCE: $2,000,000.00 aggregate.
v. NOTICE OF CANCELLATION: The City requires 30 days written notice
of cancellation. Additionally, the notice statement on the certificate
should not include the wording "endeavor to" or "but failure to mail such
notice shall impose no obligation or liability of any kind upon the
company, its agents or representatives."
vi. CERTIFICATE OF INSURANCE: Prior to commencement of services,
evidence of insurance coverage must be shown by a properly executed
certificate of insurance and It shall name "The Town of Los Altos Hills,
its elective and appointed officers, employees, and volunteers" as
additional insureds.
vii. To prevent delay and ensure compliance with this Agreement, the
insurance certificates and endorsements must be submitted to:
Town of Los Altos Hills Page 2 of 5
Short form
Updated 4129122
Town of Los Altos Hills
26379 Fremont Road
Los Altos Hills, CA 94022
c. NON-DISCRIMINATION. No discrimination shall be made in the employment of
persons under this Agreement because of the race, color, national origin, age,
ancestry, religion or sex of such person.
d. INTEREST OF CONTRACTOR. It is understood and agreed that this Agreement
is not a contract of employment and does not create an employer-employee
relationship between the TOWN and CONTRACTOR. At all times
CONTRACTOR shall be an independent contractor and CONTRACTOR is not
authorized to bind the TOWN to any contracts or other obligations without the
express written consent of the TOWN. In executing this Agreement,
CONTRACTOR certifies that no one who has or will have any financial interest
under this Agreement is an officer or employee of TOWN.
e. CHANGES. This Agreement shall not be assigned or transferred without advance
written consent of the TOWN. No changes or variations of any kind are authorized
without the written consent of the City Manager. This Agreement may only be
amended by a written instrument signed by both parties.
f. TERMINATION. This Agreement may be terminated by TOWN upon seven (7)
days written notice to CONTRACTOR. Monies owed for work satisfactorily
completed shall be paid to CONTRACTOR within 14 days of termination.
g. RECORDS. All reports, data, maps, models, charts, studies, surveys,
calculations, photographs, memoranda, plans, studies, specifications, records,
files, or any other documents or materials, in electronic or any other form, that are
prepared or obtained pursuant to this Agreement and that relate to the matters
covered hereunder shall be the property of the TOWN. CONTRACTOR hereby
agrees to deliver those documents to the TOWN at any time upon demand of the
TOWN. It is understood and agreed that the documents and other materials,
including but not limited to those described above, prepared pursuant to this
Agreement are prepared specifically for the TOWN and are not necessarily
suitable for any future or other use. Failure by CONTRACTOR to deliver these
documents to the TOWN within a reasonable time period or as specified by the
TOWN shall be a material breach of this Agreement. TOWN and CONTRACTOR
agree that until final approval by TOWN, all data, plans, specifications, reports and
other documents are preliminary drafts not kept by the TOWN in the ordinary
course of business and will not be disclosed to third parties without prior written
consent of both parties. All work products submitted to the TOWN pursuant to this
Agreement shall be deemed a "work for hire." Upon submission of any work for
hire pursuant to this Agreement, and acceptance by the TOWN as complete, non -
Town of Los Altos Hills Page 3 of 5
Short form
Updolod 40122
exclusive title to copyright of said work for hire shall transfer to the TOWN. The
compensation recited in Section 4 shall be deemed to be sufficient consideration
for said transfer of copyright. CONTRACTOR retains the right to use any project
records, documents and materials for marketing of their professional services.
h. CONTRACT ADMINISTRATION. The TOWN hereby designates Sarina Revillar,
Administrative Services Director and the City Manager as Contract Administrator
for this agreement. The CONTRACTOR shall only take direction regarding the
services provided under this Agreement from the Contract Administrator.
Furthermore, CONTRACTOR agrees that the Contract Administrator shall be
included in any meeting, teleconference or written communication between any
Town representative including Committee members and the CONTRACTOR. The
TOWN may modify the Contract Administrator at any time upon providing written
notice to the CONTRACTOR.
I. ENTIRE AGREEMENT, This Agreement represents the entire agreement
between the Parties. Any ambiguities or disputed terms between this Agreement
and any attached Exhibits shall be interpreted according to the language in this
Agreement and not the Exhibits.
6. INVOICING. Send all invoices to the contract coordinator at the address below.
This Agreement shall become effective upon its approval and execution by TOWN. In
witness whereof, the parties have executed this Agreement the day and year first written
above.
CONTRACT COORDINATOR and
representative for TOWN:
Sarina Revillar
Administrative Services Director
Town of Los Altos Hills
26379 Fremont Road
Los Altos Hills, CA 94022
Town of Los Altos Hills
Short form
Updated 4126122
CONTRACTOR:
By: 'bc7L
Stature Date
Print name, Title
TOWN OS ALTOS HILLS:
By:
Peter Pirnejad, y Manager Date
Page 4 of 5
T Managed Services
proposal
'he Town of los Altos Hills
LOS ALTOS HILLS
CALIFORNIA
� -0
V eato n Statement of Work
& ASSOCIATES Elevate-ITt° Managed Services
Eaton& Associates Background..................................................................................................................
2
An Invitation from Eaton & Associates........................................................................................................
3
Taking Your Organization to the Next Level................................................................................................
3
Statementof Work......................................................................................................................................
4
Section1: Governance.............................................................................................................................
4
Section2: Scope of Services.....................................................................................................................
4
Section3: Service Levels..........................................................................................................................
6
Section 3-A: Service Level Matrix.............................................................................................................
6
Section 3-13: Service Level Objectives.......................................................................................................
7
Section 3-C: Escalation Path for Issue Resolution....................................................................................
7
Section 4: Implementation Requirements...............................................................................................
9
Section 4-A: Client Locations in Scope for On -Site Support.....................................................................
9
Section 4-13: Exclusions from Scope.......................................................................................................
10
Section 5: Additional Services ("Project Work")....................................................................................
11
Section 5.1: Potential Projects ("Roadmap").........................................................................................
11
Section 6: Total Monthly Pricing and Setup Fees...................................................................................
12
Section7: Signatures.............................................................................................................................
15
Appendix A: Elevate -IT° Standard Monthly Fee Schedule.....................................................................
16
Appendix B: Elevate -IT® Professional Services Fee Schedule................................................................
17
Page 1 of 17 Revised 4/4/2022
oeaton
& ASSOCIATES
Eaton & Associates Background
Thank you for considering Eaton & Associates as your team's
go -forward IT partner. We know how important it is for you
to have a reliable, long-term technology partner that is Benefits of Partnering
proactive, strategic, consultative and cost conscious. We'd with Eaton & Associates
like to be that partner.
We have been serving the Bay Area since 1989, and we have
extensive experience working with a wide variety of
institutions. We take immense pride in providing IT services
to our customers in the educational, non-profit, and
government sectors, and in industries such as banking,
hospitality, advertising, design, bio -tech, and more.
Over the past 30 -years, we have delivered a wide variety of
IT services in addition to network monitoring and
maintenance (aka Managed Services). Many of our
competitors cannot boast this deep experience. Eaton &
Associates has the vision, experience, and technical expertise
to understand and evaluate your organization's needs, and
provide you with the most fitting, cost effective service.
We specialize in hardware and software consulting, sales,
maintenance, and training for technical and non-technical
organizations. We are experts in network design,
virtualization and management, and we can provide
uninterrupted network flow for a cross -platform
environment. Our engineers and staff have certifications
from leading industry partners including Cisco/Meraki,
HP/Aruba, Microsoft, VMware, Citrix, HP, Dell, Compellent,
Apple, PMI and others. Additionally, we follow PMP and ITIL
project management methodologies to ensure our projects
produce top customer satisfaction.
■ Northern CA and Central Coast
Teams supporting your
organization.
• We are your end-to-end,
comprehensive IT Services
Partner.
■ Our engineering team has an
extensive and overlapping
knowledge base.
■ We have an open-door policy, and
welcome customers to join us for
meetings and demos.
• We can design, build, stage and
test your equipment at our facility
before installing it on premise.
■ We can handle your procurement
and inventory management.
■ We can handle your repairs in our
depot.
■ We can help you hire engineering
and project management staff for
internal placements or contracts.
We Would value an opportunity to become your organization's trusted
IT partner. Thankyou foryour consideration.
Page 2 of 17 Revised 4/4j
(beacon
& ASSOCkATES
An Invitation from Eaton & Associates
Statement of Work
Elevate -IT' Managed Services
Thank you for considering Eaton & Associates as your organization's IT partner. We know how important
it is for you to have a reliable, long-term technology partner that is proactive, strategic, consultative and
cost conscious. We take our responsibility as that partner seriously, and are always looking for new ways
to demonstrate value to our customers. If you have questions, or feedback about our programs and the
ways we can support your organization, please let us know.
Warmly,
John Eaton
i
President AFM
F -11,
Taking Your Organization to the Next Level
Together, we can leverage technology to improve and enhance your organization and the experience of
those you serve. Here are some of the many ways we can work alongside your team;
> Virtual CIO Services (strategic and tactical directives/initiatives and road mapping).
➢ Professional Services delivery (IT project work; Infrastructure design and build out),
Proactive technology support.
0 24x7x365 Infrastructure monitoring & maintenance.
o End-user help desk services or your team.
o Employee onboarding & off -boarding flows (e.g., setting up/readying new equipment).
> Remote and on-site technology coaching for staff.
> Vendor escalation management of ISP, VoIP, MDM & software partners.
> Procurement & logistics (staging, warehousing services).
> Drone detection solutions (fully managed or standalone),
> IT Staffing / Recruitment services.
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Page 3 of 17 Revised 4/4/2022
Oeaton
& ASSOCIATES
Statement of Work
Statement of Work
Elevate -IT° Managed Services
Parties entering into this Statement of Work (hereafter referred to as "SOW"):
Eaton & Associates (hereafter referred to as "E&A")
20 N. Railroad Ave
San Mateo, CA 94010
Los Altos Hills (hereafter referred to as "Client")
26379 Fremont Rd,
Los Altos Hills, CA 94022
Service Start Date: April, 15th 2022
Section 1: Governance
This SOW is an extension of— and governed by —the Master Agreement (hereafter referred to
as "Agreement") entered into between E&A and Client, and effective as of the SOW Effective
Date noted above. To the degree that there are any conflicts or inconsistencies between this
SOW and the Agreement, the Agreement shall take precedence over this SOW.
Section 2: Scope of Services.
E&A will provide Elevate -ITS Network Monitoring and Maintenance, and Helpdesk Services to
Client — in accordance with this SOW and the Master Agreement — in the form of the services
outlined below:
• 24x7x365 Infrastructure Support (Firewalls, Switches, Servers, Access Points, etc.)
0 24x7x365 remote monitoring & maintenance of network appliances, including but
not limited to firewalls, routers, servers, domain controllers, switches, access points.
o Documented inventory of supported network appliances and networking gear
(devices connected to the network via Ethernet or Wi-Fi connections).
o Server Operating System and application scheduled maintenance (including security
patches, bug fixes, updates, etc.)
• Optional: 240065 Remote Help Desk Services for your team.
0 24x7x365 end user support via chat, phone, and email with web ticketing system.
o Documented inventory of all supported workstations and endpoint devices.
o PC workstation patch management for Windows-based Operating Systems and
certain applications (including security patches, bug fixes, updates, etc.).
Page 4 of 17 Revised 4/4/2022
Deaton
& ASSOCIATES
Statement of Work
Elevate -IT° Managed Services
• Business Hours (7:00am-7:00pm Pacific Monday -Friday) Remote Help Desk Services.
o Business hours end user support via phone and email with web ticketing system.
o No additional charge for on-site visits to resolve high priority issues that cannot be
resolved remotely.
o Webroot end point protection included at no additional cost (optional).
o LogMeln remote access module included at no additional cost (optional).
o Documented inventory of all supported workstations and endpoint devices.
o Workstation patch management for Windows -and Mac based Operating Systems
and certain applications (including security patches, bug fixes, updates, etc.).
• Scheduled on-site Network Maintenance and Help Desk Services for proactive network
maintenance and end-user assistance with issues that should be addressed in-person. This
will include 8 hours per week of routine service and 8 hours a week to support Council and
Planning Department meetings on the first and third Thursdays of the month. The hours can
be adjusted as needed.
• Strategic Planning and Services.
o Quarterly Business Review meetings to review:
■ Service reports with Client.
■ Hardware and software procurement and life cycle management, including
end of warranty and/or end of life concerns.
■ IT roadmaps (based on Client's budget/spend parameters).
■ Ad hoc projects/proposals as they arise for Client.
■ Total number of devices managed.
• Onboarding & offboarding workflow for new hires.
o All remote support included at no additional cost.
o On-site support at Client locations will be queued for on-site visit; no additional cost.
• Vendor escalation management for ISP, VOIP and Printer partners, including working with
them if we need their help resolving an issue reported to E&A.
• Procurement and Logistics Services. Eaton & Associates is available to provide competitive
quotes and procure technology equipment such as networking equipment, laptops, and
other workstations as well as other equipment and accessories.
Page 5 of 17 Revised 4/4/2022
Veaton
& ASSOCIATES
Section 3: Service Levels
Statement of Work
Elevate -IT° Managed Services
In an effort to align E&A's Elevate -IT® service delivery offering with industry best practices —
specifically the "Service Operation" standards outlined by the Information Technology
Infrastructure Library (ITIL®) — E&A has developed a number of processes governed by a Service
Level Matrix ("SLM") and a set of Service Level Objectives ("SLOs") to identify incidents (i.e.,
alerts and/or events), define each incident's priority level (defined by that incident's urgency
and impact), respond to incidents in order of priority, and ultimately resolve incidents as quickly
as possible, sometimes by way of escalating to increasingly higher level resources.
Section 3-A: Service Level Matrix
Incident Priority
i
P1— Critical
I
P2 — Important
I
Definition -- ----- -------- --
Typically, an emergency incident affecting all or most users and that is z
halting the use of critical "line of business" applications and/or access to
the network. Examples: Email server(s) not sending/receiving email,
Internet connection down, database server appears offline, etc.
Likely affecting multiple users and impairing access to one or more
critical business applications, though, not resulting in a complete
stoppage of work. Examples: Slow/intermittent Internet connectivity,
backup failures, imminent server crash due to lack of hard disk space,
I I etc.
P3 — Normal Typically affecting between 1 and 5 users and generally non-critical in
nature. Workarounds are likely available. Examples: User cannot print to
a network printer, user's domain account locked due to unsuccessful
password entries, a user has deleted an email by accident and wants it
restored, etc.
P4 — Low The problem affects no more than a few users and is typically non-
business impacting. Workarounds available. Examples: User has some
"dead pixels" on her monitor, user application displaying persistent error
messages with no impact to use of the application, occasional static
heard on a particular VoIP phone, etc.
Page 6 of 17 Revised 4/4/2022
Oea�on
& ASSOCIATES
Section 3-13: Service Level Objectives
Statement of Work
Elevate -IT" Managed Services
The table below outlines the SLOs for all incidents – based on priority level (as described above)
– whether they are generated by system alert/failure or by end-user request.
- ------ - --
Action
Action _ P1– Critical –
.LP`
— --
P1– Critical
---
�P2 –Important
---
P3 –Normal
Status Updates 30 minutes
_
Plan of Resolution < 4 hours
P4–Low
Availability
I Acknowledgement
24x7x365
15 minutes
–------- - --
30 minutes
_<_4 hours
( 24x7x365
15 minutes
---
2 hours
< 8 hours
240.065
30 minutes
8 -hours
< 8 hours/NBD
24x7x365
30 minutes
12 hours
Status Updates
Plan of Resolution
�< 3 days
Section 3-C: Escalation Path for Issue Resolution
Your Account Manager at Eaton & Associates is:
Gabrielle Nelson
gnelson@eatonassoc.com
Your Technical Account Manager at Eaton & Associates is:
Dion Nelson
dnelson@eatonassoc.com
Page 7 of 17 Revised 4/4/2022
important P3 –Normal
P4– Low
Availability- NOC 24x7x365 24x7x365 ! 24x7x365 24x7x365
_Availability- Helpdesk �_ 8:30am-5:30pm Pacific Time Monday -Friday
Acknowledgement 1 15 minutes15 minutes ; 30 minutes 30 minutes
Status Updates 30 minutes
_
Plan of Resolution < 4 hours
2 hours 8 hours _
T < 8 hours i < 8 hours/NBD
12 hours
< 3 days—
Section 3-C: Escalation Path for Issue Resolution
Your Account Manager at Eaton & Associates is:
Gabrielle Nelson
gnelson@eatonassoc.com
Your Technical Account Manager at Eaton & Associates is:
Dion Nelson
dnelson@eatonassoc.com
Page 7 of 17 Revised 4/4/2022
oea�on
& ASSOCIATES
Statement of Work
Elevate -IT° Managed Services
If you need to escalate a technical, financial, procurement, or other matter at Eaton and you have been
unable to reach your account manager or prefer to speak with a different individual, we are happy to
make ourselves available to you for a discussion. Here are your escalation contacts.
m
1st
Help Desk
Help Desk
415-282-1188 x999
.0
2nd
Help Desk Manager
Dion Nelson
415-521-1320
s
U
3rd
CTO, VP Professional Services
Mohamed Shalabi
415-400-7672
LL
4th
CEO
John Eaton
415-400-7661
76
1st
Account Manager
Gabrielle Nelson
415-521-1698
.0
2nd
Controller
Lynda Malone
415-590-3111
c
3rd
CFO
Patricia Eaton
415-299-8641
LL
4th
CEO
John Eaton
415-400-7661
Page 8 of 17 Revised 4/4/2022
1st
Help Desk Manager
Dion Nelson
415-521-1320
E
2nd
Account Manager
Gabrielle Nelson
415-521-1698
L
0
3rd
VP Operations
James Finley
415-400-7665
a-
4th
CEO
Pohn Eaton
415-400-7661
Page 8 of 17 Revised 4/4/2022
oleaton Statement of Work
S ASSOCIATES Elevate -IT° Managed Services
Section 4: Implementation Requirements
For E&A to support your organization fully, the following service implementation requirements
should be met:
• Confirmation of assumptions with respect to network infrastructure (network
assessment).
• Administrator access level permissions to all supported platforms (software and
services).
• Administrative permissions for all supported technology partners (e.g., ISP & VolP
providers).
• Access to at least one Microsoft Active Directory Domain Controller server, if applicable.
• Internal IT services, such as DNS and DHCP.
Section 4-A: Client Locations in Scope for On -Site Support
E&A will provide Client the above-mentioned Services (Section 2) and optional Additional
Services (Section 5) at the following Client site locations:
Location Name Site Address Site Contact Name
Town Hall 26379 Fremont Rd, Los Altos Sarina Revillar
Hills, CA 94022
Heritage House
Corp Yard
26379 Fremont Rd, Los Altos Sarina Revillar
Hills, CA 94022
TBD TDB
Page 9 of 17 Revised 4/4/2022
Veaton
& ASSOCIATES
Section 4-B: Exclusions From Scope
Statement of Work
Elevate -IT° Managed Services
Anything not specifically specified in "Section 2: Scope of Services" is considered "Out of
Scope".
Additionally, the following servers, devices, equipment applications and/or services are
considered exclusions from scope:
• N/A.
Page 10 of 17 Revised 4/4/2022
Veeton
& ASSOCIATES
Section 5: Additional Services ("Project Work")
Statement of Work
Elevate -IT° Managed Services
Any support services that E&A provides at Client's request but that are NOT in scope (see
"Section 2: Scope of Services" above) may incur additional service fees. If additional fees are
applicable, this constitutes "project work" and will usually require either written authorization
(such as an email), or a separate SOW for more complex projects. E&A reserves the right to
decide which agreement instrument to use.
Section 5.1: Potential Projects ("Roadmap")
The following is a list of identified potential projects which will require a separate Statement of Work
(SOW) to document the project scope, schedule, resources, budget, and timeline:
• Implementation of Multifactor Authentication
• Security Camera System Upgrade
• Extension of Wi-Fi Services to Heritage House
• Cloud Migration efforts for identified workloads
• E&A proposes a preapproval of a block of hours for services such as:
o Webmaster Services (Website technical support services — No content development)
o Required infrastructure upgrades to support 3`d party software, such as TracklT.
Operational support and vendor management is included.
We at -e here foryou every step of the wary.
E&A is available to perform the following types of project work for your organization. This work will
entail a unique SOW and will incur an additional cost:
• Scoping and implementing new and ad-hoc network infrastructure projects (e.g., network
expansion; new office build -out).
• Implementing Mobile Device Management for smart phones or tablets.
• Creation of Disaster Recovery (DR) / Business Continuity Plan (BCP). (Note: once DR is in place,
fail over testing will be considered "in -scope" for our ongoing services.)
Page 11 of 17 Revised 4/4/202.2
Oleaton
& ASSOCIATES
Onboarding Workflow
Statement of Work
Elevate-IT`S Managed Services
Onboarding &Discovery
Period
1171' stion Period ' Business as Usual
First 30 Das
First 60 Das
First 100 Days
• Onboarding Visits
• Leadership check-in
• Leadership check-in
• Familiarization with client
. Relationship review
• Ongoing Status reporting
Systems
• Validation of assumptions
• Action Plan and SOW progress
o Project planning and prioritization
review
• E&A Resource ramp up and
• Budget development and
• Relationship and workflow review
engineer cross -training
approval
• Documentation of client network
• Review initial plans and adjust as
• Monthly and quarterly reviews
and resources
appropriate
• Documentation of support
process
During the first 30 days we will refresh the audit and review the documentation to ensure our
information is current. We will then work with the Client in putting together a list of tasks to
facilitate the onboarding process including setting up the monitoring of the in scope servers,
network devices and end-user devices. We would also provide the end users appropriate
information on how to request support and expectations around priorities, escalations and
Service Level Objectives (SLOs). If possible, we would like to participate in an "all hands" or
"management" type meeting to be introduced to the Client and have the opportunity to answer
any questions.
Within the first 60 days we would like to prepare and present a high-level security audit and
address anything deemed critical. We would also have regular check-in meetings with IT team
to review progress and to address any questions or concerns during the onboarding period.
These are typically weekly then go to monthly and are in addition to our Quarterly Business
Review meetings. We would anticipate doing this work in coordination with the creation of the
Client's Strategic IT Plan.
Page 13 of 17 Revised 4/4/2022
ul eaton
P, ASSOCIATES
Section 6: Total Monthly Pricing and Setup Fees
Statement of Work
Elevate -IT° Managed Services
Total Monthly Pricing
The following tables contain the monthly Elevate -IT° pricing breakdown and total for the work
efforts and associated costs that are in scope for this SOW:
Elevate -IT° Service Module Recurring Monthly -Fee
i
Elevate -IT' Service Monthly Fee: $12,717
In -Scope Devices and Services
Count / Itemization
Servers and VMs
11 servers, Itemized @ $175 ea. per month
Workstations
40 workstations, Itemized @ $75 ea. per
month
Network Devices
Included
On-site Engineer— Proactive Maintenance
g hours a week (approximately 32hrs/month)
(We may wish to propose more time for
of onsite is included
the first quarter)
On-site Engineer — Meeting Support
8 hours a month (11t & 3`d Thursday of each
(This line item is subject to removal upon
month to support Planning & Council
client's request)
Meetings_, approximately 4 hours per meeting)
On-site Engineer—Support Escalations
! Included
The estimated quantities of servers, workstations and network devices will be trued up monthly
or quarterly to reflect the actual number of devices in scope. For example, the number of
workstations will likely decrease as the staff are migrated to laptops with docking stations.
Setup Cees
The following table contains applicable 1 -time "setup fees":
Setup Tasks
Onboarding Visits & Familiarization
Assessment and Documentation of Current Systems & Network
Installation of Remote Monitoring_ Agents on Workstations & Servers
Total 1 -Time Setup Fee: 50% of the first month will be focused on
onboarding and documentation tasks
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0eaton
& ASSOCIATES
The key deliverables during this period are:
Statement of Work
Elevate -IT° Managed Services
• Ensure we have all information required to provide timely support
• Ensure the City has a stable, secure environment with minimal security exposure
• That we have support agents on all the appropriate devices
• There is extensive communication so that all parties know what to expect and how to
request support, and escalate if required
• Eaton highly recommends using this time to launch a comprehensive MFA program
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olecton
& ASSOCIATES
Section 7: Signatures
Statement of Work
Elevate -IT° Managed Services
Signed by and on behalf of (and with the "SOW Effective Date" noted above)...
Eaton & Associates
Date: 04/25/2022
Signature:
Name:
Title
Town of Los Altos Hills
Date:
N&lZa4 ,a Signature
Mohamed S. Shalabi Name
CTO, VP Professional Services Title
li/25 /Zozz
4rj A C Cl
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(beacon
& ASSOCIATES
Statement of Work
Elevate-IT`R' Managed Services
Appendix P: Elevate -IT® Professional Services Fee Schedule
Hourly Engineering Rates
The following rate table describes your negotiated rates for Additional Services ("Project
Work"), which will be evaluated and agreed to on a per -project basis, and detailed in a separate
Statement of Work, as described in Section 5:
I Resource
Workstation / Desktop Support Engineer
Server / Network Engineer
Architect/CTO
Project Manager
Rate
$75-135/hour
$135-235/hour
$235-265/hour
$150/hour
All services are billed at a two-hour minimum; billed in quarter hour increments thereafter.
Service Hours & Overtime Calculations
Work performed by Eaton & Associates outside the normal duration of 8 hours a day, on
weekends or holidays will be billed at the appropriate overtime rates. Overtime rates are
calculated as follows:
Service Type
Regular Service
After Hours Service
Extended After -Hours Service
Service Delivery
8 hours Monday - Friday
9th to 12th hours Monday — Friday
All hours Saturday, Sunday
13th and more, Holidays
Rate
Standard Hourly Rate
1.5 times Hourly Rate
2.0 times Hourly Rate
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