HomeMy WebLinkAboutEaton & Associates (2)AMENDMENT NO. 1 TO THE AGREEMENT BETWEEN
THE TOWN OF LOS ALTOS HILLS AND
EATON & ASSOCIATES
THIS AMENDMENT NO. 3 TO THE SERVICES AGREEMENT is made at Los Altos Hills,
California, as of July 1, 2023, by and between THE TOWN OF LOS ALTOS HILLS ("Town"), a
municipal corporation, and Eaton & Associates ("Contractor"), (sometimes referred together as
the "Parties") who agree as follows:
RECITALS
A. On June 15, 2023, Town and Contractor entered that certain Services Agreement
("Agreement") whereby Contractor agreed to provide IT Managed Services to the Town. A
true and correct copy of the Agreement and its exhibits is attached as Exhibit A.
B. Town and Contractor now desire to amend the Agreement.
NOW, THEREFORE, for and in consideration of the promises and other good and valuable
consideration, the receipt and sufficiency of which are hereby acknowledged, Town and Contractor
hereby agree as follows:
1. All terms which are defined in the Agreement shall have the same meaning when
used in this Amendment, unless specifically provided herein to the contrary.
2. Extension of Contract Term. The term of services identified in Section 3 of the
Agreement is hereby modified as follows: The Agreement shall be terminated with
the completion.of IT Managed services for the Town's fiscal year ending June 30,
2024.
Increase in Amount Not to Exceed. The amount not to exceed set forth in Section
4(a) is increased by One Hundred and Fifty Three Thousand dollars ($153,000) to a
total of Three Hundred and Six Thousand dollars ($306,000).
All other terms, conditions and provisions in the Agreement remain in full force and effect. If there
is a conflict between the terms of this Amendment and the Agreement, the terms of the Agreement
will control unless specifically modified by this Amendment.
[SIGNATURES ON THE FOLLOWING PAGE]
Dated: June, o-1
TOWN LOS HILLS
By:
Peter Pirneja , it anager
Approved as to Form:
By:
City Attorney
Attested:
By:
EATON & ASSOCIATES
By:
KJon Eat2on, CEO
Exhibit A
AGREEMENT
THIS AGREEMENT Is made and entered into on the 28th 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:
1. CONTRACTOR. Shall provide or furnish the following specified services and/or
materials:
Exhibit A
2. E HIBITS. The following attached exhibits are hereby Incorporated into and made a
part of this Agreement:
Proposal from CONTRACTOR dated April 4, 2022
3.ERS,,,,,,, SS. 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. CtJMPENSATIQN. 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 En ineer
$75-135/hour
Server/Network En ineer
$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 HMIs Page 1 of 6
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Updmtod 412W2
Agreement. TOWN will not accept or compensate CONTRACTOR for incomplete
goods/services.
5. GENERAL TERMS, AND CO—NDITIONS.
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:
i. 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.
Ili. 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 Icg_ lWA 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 6
short form
Updated 4120122
Town of Los Altos Hills
26379 Fremont Road
Los Altos Hills, CA 94022
c. NONDISCRIMINATION. 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. i
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 (i)
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, pians, 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 Hllls Page 3 of 6
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Updatod 4120/22
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 Reviliar,
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. INVOI .IC, I G. 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
anon Iotm
Updated 4128/22
CONTRACTOR:
By:
5i ature Date
Print nems, Title
TOWN OSLTOS HILLS:
a.
By:
Peter PlrneJad, y Manager Date
Page 4 of 6
illi fir' Ali
(beaton
S. ASSOCIATES
Statement of Work
Elevate -IT° Managed Services
Eaton& Associates Background.................................................................................................................. 2
AnInvitation 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
Section4: Implementation Requirements............................................................................................... 9
Section 4-A: Client Locations in Scope for On -Site Support..................................................................... 9
Section4-13: 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-ITO Professional Services Fee Schedule................................................................ 17
Page 1 of 17 Revised 4/4/2022
(beaton
& ASSOCIATES
EnfnD& Associates BaDDd
Thank you for considering Eaton & Associates osyour team's
go -forward ITpartner. 0eknow how important kbfor you
bzhave oreliable, long-term technology partner that b
proactive, strategic, consultative and cost conscious, We'd
like tobethat partner,
We have been serving the Bay Area since 1989, and we have
extensive experience working with owide variety of
Institutions. VVetake Immense pride |nproviding [Tservices
toour customers \nthe educational, non'pnf|t,and
government sectors, and inindustries such oobanking,
hospitality, advertising, design, b|u-tech,and more.
Over the past 3U-yeens,vvphave delivered owide variety of
|Tservices |naddition tonetwork monitoring and
maintenance (aka Managed Smm|uss).Many ufour
competitors cannot boast this deep experience. Eaton &
Associates has the vision, experience, and technical expertise
tounderstand and evaluate your organization's needs, and
provide you with the most fitting, cost effective service,
VVespecialize hnhardware and software consulting, sales,
maintenance, and training for technical and non-technical
organizations. VVeare experts }nnetwork design,
v|rtuoUzot|unand management, and vvecan provide
uninterrupted network flow for across -platform
environment. Our engineers and staff have certifications
from leading industry partners including C|sco/P0emki,
HP/Arubo,Microsoft, VMwore,Citrix, HP, Dell, Cumpe||ont
Apple, PMI and others, Additionally, vvefollow PMP and |T|L
project management methodologies tuensure our projects
produce top customer satisfaction.
Benefits OfP,rtn'D�
�
with Eaton & 8«3 `atps
w
Northern CA and Central Coast
Teams supporting your
" Weare your
comprehensive IT Services
^ Our engineering team has an
extensive and overlapping
Imowledge base.
^ Wahave aoopen-door policy, and
welcome customers tojoin oefor
meetings and demos.
� Vyacan design, build, stage and
test your equipment a1our facility
before installing it on premise.
� VYocan handle your procurement
and inventory management.
� We can handle your repairs inour
w VVucan help you hire engineering
and project management staff for
internal placements orcontracts,
We would value Jnopportunity t«beO]0eyOOrorganization's
trusted
yTpartner. ThankVUu6`rV0Drconsideration,
Page 2 of 17 Revised 4/4/
N
ecton
& ASSOCIATES
AnInvitation fr»DlE@t0DD`AssO
Statement=fUK �
y| ux[]�m
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
todemonstrate value toour customers, |fyou have questions, urfeedback about our programs and the
ways wecan Support your organization, please let uaknow.
Warmly,
John Eaton
President
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 d)reu ives/Init|edvesond road mapping).
> Professional Services delivery (IT project work; Infrastructure design and build out).
> Proactive technology support.
o 24x7x3GSInfrastructure 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 coach Ing for staff.
> Vendor escalation management ofISP, Vo|P,N1DKA&softwanapartners.
> Procurement & logistics (stmg|nB,warehousing aem|ceo).
> Drone detection solutions (fully managed ordondo|one).
> IT Staffing/ Recruitment services.
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Page 3 of 17 Revised 4/4/2022
N
eaton
& ASSOCIATES
Statement of Work
Statement ��MU �
w| xx���m
Elevate -IT" Managed Services
Parties entering into this Statement of Work (hereafter referred to as "SOW"):
Eaton & Associates (hereafter referred toan"E&A"\
28N.Railroad Ave
San Mateo, CA 94010
Los Altos Hills (hereafter referred toas^Oient")
2b379Fremont Rd,
Los Altos Hills, UA94O22
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&Awill provide E|ev8te-O"Network Monitoring and Maintenance, and Helpdesk Services to
Client —inaccordance with this SOW and the Master Agreement —inthe form Ofthe services
outlined below:
24u7x365Infrastructure Support (F|reVvm!\s, Switches, Servers, Access Points, etc.)
o 24x7x365 remote monitoring & maintenance of network appliances, including but
not limited to firewalls, routers, servers, dOrA8|R controllers, switches, auCBsa points.
o Documented inventory of supported network appliances and networking gear
(devices connected to the network via Ethernet OrVVi-Fi connections),
o Server Operating System and application scheduled maintenance (including security
patches, bug fixes, updates, etc.)
* Optional: 24x7x3bGRemote Help Desk Services for your team.
o 24x7x365end user support via chat, phone, and email with web ticketing system.
n Documented inventory of all supported workstations and endpoint devices.
V PCworkstation 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
ul
eaton St
atemen+ of Work
ASSOCIATES
Elevate -IT' Managed S8FV'CeS
�
Business Hours (7:00am-7:00pm Pacific Monday -Friday) Remote Help DeskServices,
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 VVSbr0otend point protection included atnoadditional cost (opti0D@U.
o LogKUe|Dremote access module included 8tnoadditional cost /VptionG\\.
o Documented inventory of all supported workstations and endpoint devices.
u Workstation patch management for Windows -and Mac based Operating Systems
and certain applications (including security patches, bug fixes, updates, etu.\.
*
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
beadjusted asneeded.
w
Strategic Planning and Services.
o Quarterly Business Review meetings to review:
m Service reports with Client.
• Hardware and software procurement and life cycle management, including
end 0fwarranty and/or end oflife concerns.
m [TnVadnn8p3(based onClient's budget/spend pGr@0eten6.
m Adhoc projects/proposals osth8ygriseforCUenL
m Total number ofdevices managed.
* OnhomrdinQ&off boarding workflow for new hires.
oAll remote support included 8tUqadditional cost.
• On-site support atClient locations will baqueued for on-site visit; Oo additional cost,
* Vendor escalation management for ISP, VOIP and Printer partners, including working with
them ifxveneed their help resolving anIssue reported toSf&A^.
* Procurement and Logistics Services. Eaton & Associates bavailable tn provide competitive
quotes and procure technology equipment such aSnetworking equipment, laptops, and
other workstations @swell 8aother equipment and accessories.
Page 5 of 17 Revised 4/4/2022
0eaton
& ASSOCIATES
Section 3: Service Levels
Statement of Work
Elevate-ITO Managed Services
{nuReffort to align E&A's Elevate -IV service delivery offering with Industry best practices —
specifically the "Service Operation" standards outlined by the information Technology
Infrastructure Library /|T|L~)—E&Ahas developed anumber Vfprocesses governed hvWService
Level Matrix ("SLIVI")and Gset OfService Level Objectives (''SLOs")tOidentify incidents (ie.,
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 byway ofescalating toincreasingly higher level resources,
Section 3-A: Service Level Matrix
Incident Priority Definition
P1 — Critical Typically, an emergency incident affecting all or most users and that is
halting the use of critical "line of business" applications and/or access to
the network, Examples: Email server(s) not sending/receiving email,
I Internet connection down, database server appears offline, etc.
P2—Important Likely affecting multiple users and impairing access toone or more
critical business applications, though, not resulting iOacomplete
stoppage of work. Examples: Slow/intermittent Internet connectivity,
backup failures, imminent server crash due Lolack 0fhard disk space,
|
etc.' ' ------------------'-----'----'-----'
' P3 —Nmrnoa| Typically affecting between 1and Susers and generally non-critical in
|
nature. Workarounds are likely available, Examples: User cannot print tO
/ B network printer, user's domain account locked due tO unsuccessful
|
password entries, auser has deleted aRemail b«accident and wants it
'
restored, etc.
- -- -
P4—Low The problem 8ff�Ol
affects than 8few users and istypically non-
| |
business impacting. VV0rkarouDdsavailable, Examples: User has some
| "dead
| p|Kelg"o0hern0nn|tOr,uSerappUc8UoDdisp|ay|Dgpers|stent8rror
|
messages with n¢Impact tVuse OftheBppUCat|oO occasional static
'
| / h8and OD a p3rUCUlgrVo|P phone, etc,
Page 6 of 17 Revised 4/4/2022
0eaton
& ASSOCIATES
Section 3-13: Service Level Objectives
Statement"�UU �
y� vx�]�u
Elevate -IT' Managed Services
The table below outlines the SLOSfor all Incidents - based onpriority level (as described above)
- whether they are generated by system alert/failure or by end-user request.
Action
_P_1 --critical
' -
P2 - Important i P3 - Normal
' ��--N�rnma|
P4 -Low
�
Availability
-'
24x7x385
—
'24X7x365
i-- ~------
24x7K365_ _
24X7x365 _
|15
nlinVtes
15 Dl(UUt�o
3On�nVt8S
_
30 minutes
�.-
Status
- - -
3OrOiUut8a
---
2 huUn;
-
� #hour�_
-- -
12 hours �
| - -~ -
Plan|
) �n of Resolution
i-
| ^�4 hours
�-—
| < 8h0uni.
'
| <8 hours/NBD
\ <3 days_ \
Action
_P_1 --critical
' -
P2 - Important i P3 - Normal
—
P4- Low
Availability- Helpdesl(
F
8:30am-5:30pm Pacific Time Monday -Friday
Acknowledgement
i Status U p d a t es
15 minutes
30 minutes
15 minutes
2 hours
i 30 minutes
8 hours
30 minutes
12 hours
Plan of Resolution
< 4 hours
< 8 hours
< 8 hours/NBD
< 3 days
Section 3-C: Escalation Path for Issue Resolution
Your Account Manager etEaton & Associates is:
Gabrielle Nelson
8nebon@eatonassuc.00m
Your Technical Account Manager at Eaton & Associates is:
Dion Nelson
dnebnn@eatonassoo.00m
Page 7 of 17 Revised 4/4/2022
vec t n
8. 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.
ro
1st
Help Desk
Help Desk
415-282-1188x999
U
2nd
Help Desk Manager
Dion Nelson
415-521-1320
c
3rd
CTO, VP Professional Services
Mohamed Shalabi
415-400-7672
r
4th
CEO
John Eaton
415-400-7661
ro
1st
Account Manager
Gabrielle Nelson
415-521-1698
U
2nd
Controller
Lynda Malone
415-590-3111
c
3rd
CFO
Patricia Eaton
415-299-8641
4th
CEO
ohn 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
3rd
VP Operations
James Finley
415-400-7665
4th
CEO
John Eaton
415-400-7661
Page 8 of 17 Revised 4/4/2022
VI ecto n
& ASSOCIATES
Section 4: Implementation Requirements
Statement of Work
Elevate-ITO Managed Services
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 & Voll?
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
Town Hall
Heritage House
Corp Yard
Site Address 1 Site Contact Name
26379 Fremont Rd, Los Altos Sarina Revillar
Hills, CA 94022
26379 Fremont Rd, Los Altos
Hills, CA 94022
TBD
Sarina Revillar
TDB
Page 9 of 17 Revised 4/4/2022
(beck n
& ASSOCIATES
Section 4-B: EXCILISions 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:
0 N/A.
Page 10 of 17 Revised 4/4/2022
oeaton
$. ASSOCIATES
Section 5: Additional Services ("Project Work")
Statement of Work
Elevate-IT`S' 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 (Toadmap")
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 Mouse
• Cloud Migration efforts for Identified workloads
• E&A proposes a preapproval of a block of hours for services such as:
a Webmaster Services (Website technical support services —No content development)
o Required infrastructure upgrades to support 3rd party software, such as TracklT.
Operational support and vendor management is included.
We twe %Iem fiotyou E,vei y step of t`;he WC(j/.
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 4/4/2022
0ecton
& ASSOCIATES
Statement of Work
Elevate-ITO Managed Services
=Business as Usual
Transition =Perl'oO
During the first 3Odays w8will refresh the audit and review the documentation tVensure our
information is oV[nent. We will then work with the Client In putting together a list oftasks to
facilitate the onbOard|n0 process including setting up the monitoring ofthe in scope servers,
network devices and end-user devices, VYewould 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
"m8a0aQemeDt"typemeetinQtVbeintrVdVc8dtoth8Cl|8OtaDdhGv2th8upportUnitytoansxver
any questions,
Within the first 6Udays we would like tOprepare and present ohigh-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
• 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
nning and prioritization
review
• E&A Resource ramp up and
a Budget development and
* Relationship and workflow review
engineer cross -training
approval
• Documentation of client network
* Review initial plans and adjust as
- -Monthiy and qua�;riy -reviews
and resources
appropriate
• Documentation of support
process
During the first 3Odays w8will refresh the audit and review the documentation tVensure our
information is oV[nent. We will then work with the Client In putting together a list oftasks to
facilitate the onbOard|n0 process including setting up the monitoring ofthe in scope servers,
network devices and end-user devices, VYewould 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
"m8a0aQemeDt"typemeetinQtVbeintrVdVc8dtoth8Cl|8OtaDdhGv2th8upportUnitytoansxver
any questions,
Within the first 6Udays we would like tOprepare and present ohigh-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
N
eaton
& 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-ITO pricing breakdown and total for the work
efforts and associated costs that are in scope for this SOW:
�__- -'_---- ---_- '- '---� - --_-__--_-_ -
E8ew@t*-R'Service K8odu|eRecurd Fee
|
\�
ESeyv�����onth6'Fee: \�12]y17 |
/
In -Scope Devices and Services
i_ - ----'--~-----''-'--- - --
|Servers and VMx
Workstations
Network Devices
|
On-site Engineer -Pn]ectiveMaiDt8nancg
/ /VV8 may wish to propose more time for
i
'the first ' -' - - -
�
On-site Engineer - Meeting Support
�
(This line item issubject ho removal upon
client's request)
'
!
On-site Engineer - Support Escalations
- --_
CountItemization
11 servers, itemized @ $175 ea. per month
4Oworkstations, Itemized JD$75ea. per
month
�\DdUded
Ohours 8week (approximately 32hm/month)
of onsite is included
| QhQu[s amonth (1,1 &3mThursday ofeach
|
month tOSupport Planning &Council
Meetings, approximately 4hours per rmeeting)
{ \DC|Vded
The estimated quantities ofservers, workstations and network devices will betrued upmonthly
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 clocking stations.
S8LUUF, e e
The following table contains applicable 1 -time "setup fees":
Setup Tasks
[nboOrd|ngNsits &Familiad3@UoU
Assessment and Documentation ofCurrent Systems &NeLw0rk
Installation 0fRemote Monitoring Agents oOWorkstations &Servers
Total l~T|n0gSetup Fee: 50% of the first month will befocused mn
onboardimgmmd documentation tasks
Page 12 of 17 Revised 4/4/2022
0eaton
& ASSOCIATES
Statement ���A�, �
w| xxu�m
Elevate -IT' Managed Services
The key deliverables during this period are:
m Ensure vvehave all information required toprovide timely support
* Ensure the City has a stable, secure environment with minimal security exposure
* That vvehave support agents ODall the appropriate devices
w There is extensive communication so that all parties know what to expect and how to
request support, and escalate (frequired
m Eaton highly recommends using this time to launch a comprehensive MFA program
Page 14 of 17 Revised 4/4/2022
0eaton Statement of Work
& ASSOCIATES Elevate -ITS' Managed Services
Section 7: Signatures
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: /—go z Z -
Signature:
Mohamed S. Shalabi Name:
CTO, VP Professional Services Title
Page 15 of 17 Revised 4/4/2022
Veaton
& ASSOCIATES
Statement of Work
Elevate-IT`S Managed Services
Appendix A: Elevate-lT0 Standard Monthly Fee Schedule
"Managed" users and hardware are those users/devices covered under this SOW. Additional
users/device will be added (usually) on a quarterly basis to "true up" the existing Agreement.
The standard rates below will be applied:
Un1ts Per Unit Monthly Fee
j Managed Servers $175/server
Managed Network Devices i TBI
Managed Users I /user
Page
Page 16 of 17 Revised 4/4/2022
N
eaton
& ASSOCIATES
Statement of Work
E\eV8fe-|TmM8D8O8d S2[V'C8s
Appendix B: Elevate -IT@ Professional Services Fee Schedule
Hourly Engineering Rates
The following rate table describes your negotiated rates for Additional Services ("Project
VVOrk")which will b8evaluated and agreed toonaper-project b@sks,ondd8ta||ediDasGparBte
i
Resource
Workstation Engineer
' -' - — -
Server/N��o�
' �-
er
|
Project Manager
/
$135-235/hour
|- -�' -
$235~265/nour
$150/hour
i
' !
All services are billed at a two-h0Ur minimum; billed in quarter hour incrementsthereafter.
Service Hours & Overtime Calculations
Work oarh}nmod by Eaton 8>Associates ou1s dalho normal duration of hours e day, on
weekends or holidays will be billed at the appropriate overtime rates, Overtime rates are
oo\CU|ated as follows:
. '
Service Type _ Service Delivery .
�
Regular Service OhoV[sKAondGy-Fdday
| '
After Hours Service 9th tn1Zthhours �WOnday-Friday
|
All h�Vr3S�tVrdaKSunda
y
� . --
Extended After -Hours Service 13th and more, Holidays
!'
Rate
!Standard HOudvRate
( ' |
� 1.Stimes HVUMvRJt9
` |
/
2.0 times Hourly Rate !
Page 17 of 17 Revised 414Y2022
Exhibit.B
T Managed Services
roposal
"he Town of Los Altos Hills
:3-11111ma,
(Deaton
& ASSOCIATES
Statement of Work
Elevate -IT® Managed Services
Eaton & Associates Background.................................................................................................................. 2
AnInvitation from Eaton & Associates........................................................................................................
3
Taking Your Organization to the Next Level................................................................................................
3
Statementof Work......................................................................................................................................
4
Section1: Governance. ................................................................ ...........................................................
4
Section 2: Scope of Services.....................................................................................................................
4
Section 3: Service Levels.......................................................................................................................... 6
Section3-A: Service Level Matrix............................................................................................................. 6
Section3-B: Service Level Objectives....................................................................................................... 7
Section 3-C: Escalation Path for Issue Resolution.................................................................................... 7
Section4: Implementation Requirements............................................................................................... 9
Section 4-A: Client Locations in Scope for On -Site Support ................................ ..... . ........ I......................
9
Section 4-B: 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 -ITS' Standard Monthly Fee Schedule.,.. .................. ................... .......................... 16
Appendix B: Elevate -IT" Professional Services Fee Schedule................................................................ 17
Page 1 of 17 Revised 4/4/2022
(beaton
& ASSOCIATES
Eaton &Associates Background
Thank you for considering Eaton & Associates asyour team's
go -forward |Tpartner. VVeknow how important Itbfor you
tohave oreliable, long-term technology partner that b
proactive, strategic, consultative and cost conscious. We'd
like tobethat partner,
VVehave been serving the Bay Area since 1QD8 and wehave
extensive experience working with uwide variety of
institutions. VVetake Immense pride iuproviding |Tservices
toour customers |nthe educational, non-prof\t,and
government sectors, and \nindustries such asbanking,
hospitality, advertising, design, b|otech'and more.
Over the past 3O-yman4wehave delivered awide variety of
|Tservices inaddition hmnetwork monitoring and
maintenance (aka Managed Som}uao).Many ofour
competitors cannot boast this deep experience. Eaton &
Associates has the vision, experience, and technical expertise
tounderstand and evaluate your organization's needs, and
provide you with the most fitting, cost effective service.
VVespecialize hnhardware and software consulting, sales,
maintenance, and training for technical and non-technical
organizations. VVeare experts innetwork design,
v|rtuaUzat|onand management, and wecan provide
uninterrupted network flow for across -platform
environment. Our engineers and staff have certifications
from leading industry partners indud|ngOscu/K8eraki
HP/Aruba, K4inruyoft,VK8ware, Citrix, HP, Dell, [umpeUent,
Apple, PK8| and others. Additionally, wefollow PMP and |T|L
project management methodologies tuensure our projects
produce top customer satisfaction.
Benefits OfPartnering
�
Northern C&and Central Coast
Teams supporting your
organization.
� Weare your end-to-end,
comprehensive IT Services
°
Our engineering team has au
extensive and overlapping
knowledge base.
" VVahave anopen-door policy, and
welcome customers tojoin uofor
meetings and demos.
� VVecan design, build, stage and
test your equipment aLour facility
before installing it on premise.
° VVecan handle your procurement
and inventory management.
� Wecan handle your repairs in our
depot.
v VVocan help you hire engineering
and project maoagemoot staff for
internal placements or contracts,
0/ewould value CJDopportunity t«6eC0DO£yOO[organization's tlJsred
/7`partner. 7hC7nkVOU6nrN7UrCOUsidu7OtinD.
Page 2 of 17 Revised 4/4/
Deaton
& ASSOCIATES
An Invitation from Eaton & Associates
Statement of Work
Elevate-ITO 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
President
1.' :
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).
A IT Staffing / Recruitment services.
UGa�C I"1
? A55c;<"IAT, ,
Fully Managed rr Services
Consulting & Professional
Why oulsuurce n,
Services
. 24-7 SOrver & nletviwk Suppwt
. vClO Smvicrw
. 24+7 End Us& Support 17erk
. 24.7 Dfu"V It setw,C/Soluluns
. Pm'le Itm.. ;,
. ()StlC1 SeIVIGts
. lYlvlt)1�1(', 'ial�lt i.�l,i
t. :illi+i.�el' 1,'A ,tl;rri•
ty `;Wutw"i
. ()Otte klo]v
. Finall Mig'.If 011
. tm,td V1a,:ay,•,nvvn
. 11,1vi'v v `1001
Nome Our Story Services tilog Contact c7
Procurement Services IT Staffing
(800) 34 245 25 1 snies.0^catonassoe Cam
;nb 5ceker,
. tli,lnl,('vl,iraLt!,s
1',il ,r r,nail aur P, 00H m.vnt
".mlr'o 4.
11u.f>.. -•,cr
Email:
Email: ,ren .u.., .,. ... ,...r
•.�I'i':l:1lr.'n ri�k.ril.C. t, :. lle,t i AV
t. :illi+i.�el' 1,'A ,tl;rri•
Page 3 of 17 Revised 4/4/2022
oleaton
& ASSOCIATES
Statement of Work
Statement of Work
Elevate-ITO Managed Services
Parties entering into this Statement ofWork (hereafter referred toas"SOVV"):
Emton& Associates (hereafter referred toas"F&4"
20 N, Railroad Ave
San Mateo, CA84O1U
Los Altos Hills (hereafter referred tnaswOignt )
2b37AFremont Rd,
Los Altos Hills, CAg4U22
Service Start Date: April, 15�h 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 OfServices,
E&AwiU provide BeVate'ITO Network Monitoring and K8(dnten8nC8 and Helpdesk Services bJ
Client — in accordance with this SOW and the Master Agreement — in the form of the services
outlined below:
w 24x7x365\nfrastructure Support (Firewalls, Switches, Servers, Access Points, etc.)
n 24x7x365 remote monitoring & maintenance of network appliances, including but
not limited tofirewalls, nJu18r3, servers, domain controllers, Sxv|tchp4 access points.
o Documented inventory Vfsupported network appliances and networking gear
(devices connected tothe network via Ethernet VrVVi-Ficonnostions).
o Server Operating System and application scheduled maintenance (including security
patches, bug fixes, updates, etc,)
Optional: 24x7x365Remote Help Desk Services for your team.
o 24x7x365 end user support via chat, phone, and email with web ticketing system.
o Documented inventory nfall supported workstations and endpoint devices.
o PCworkstation 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
0eaton
& ASSOCIATES
Statement of Work
Elevate-ITO Managed Services
� Business Hours (7:00am-7:00pmPac0m day)Remote Help Desk Services.
o Business hours end user support via phone and e0ai|with web ticketing system.
• No additional charge for on-site visits to resolve high priority issues that cannot be
resolved remotely.
o VVebrootend point protectionincluded @tDVadditional cost (oDbODa|).
o LVgW1e|n[eDl0te access module included atnVadditional cost (poUona|).
o Documented inventory ofall supported workstations and endpoint devices.
o Workstation patch management for Winclows-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 8hours per week ofroutine service and Ohours 8week tosupport Council and
Planning Department meetings on the first and third Thursdays of the month. The hours can
beadjusted osneeded.
°Strategic Planning and Services.
o Quarterly Business Review meetings toreview:
0 Service reports with Client.
m Hardware and software procurement and life cycle management, including
end of warranty and/or end of life concerns.
m [Troadnnaps(based DOClient's budget/spend parometers).
m Adhoc projects/proposals @nthey arise for Client.
• Total number of devices managed.
~ QnboarHng &#ffboarding workflow for new hires.
o All remote support included adnoadditional cost.
o On-site support at Client locations will be queued for on-site visit; no additional cost.
0 Vendor escalation management for ISP, VQ|Pand Printer partners, Including working with
them Ifxveneed their help resolving anIssue reported tmE&A.
* Procurement and Logistics Services. Eaton & Associates isavailable toprovide competitive
quotes and procure technology equipment such 8snetworking equipment, laptops, and
other workstations aswell 8sother equipment and accessories.
Page 5 of 17 Revised 4/4/2022
0ecton
& ASSOCIATES
Section 3: Service Levels
Statement���� �
w/ vx(]�m
Elevate -IT* Managed Services
In an effort tOalign E&A/o Bevate'O'marvbe 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 /"3LKX"\ and a set of Service Level O6ieCUvpS ("S[OS") to identify |DddeDtS (|.e.,
alerts and/or events), define each incident's priority level (defined by that incident's urgency
and impact), respond to Incidents |norder Vfpriority, and ultimately resolve incidents aSquickly
as possible, sometimes by way of escalating to increasingly higher level resources.
Section 3-A: Service Level Matrix
Incident Priority
Definition __.__
P1—Critical
Typically, anemergency incident affecting all 0rmost users and that is
!
halting the use ofcritical "line ofbusiness" applications and/or access tu |
�
the network, Examples: Ern8U server(y) not sending/receiving email, |
Internet connection down, database server appears offline, etc. �
! P2—Important
| Likely o[heot\nq mu|tip|e users and impairing access to one or more
|
critical business applications, though, not resulting inacomplete
�
stoppage of work. Examples: Slow/interrnittent Internet connectivity,
! backup failures, imminent server crash due tolack ofhard disk space,
� etc.
P3—Normal
'
i Typically affecting between 1and 5users and generally non-critical in
nature, Workarounds are likely available. Examples: User cannot print to
| a network printer, user's domain account locked due t0 unsuccessful
|
password entries, guser has deleted anemail bvaccident and wants it
\ restored, etc.
P4—Low
The problem affects nomore than afew users and istypically non-
business impacting, VVurkaroundsavailable. Examples: User has some
"dead pixels" on her monitor, user application displaying persistent error
messages with noimpact touse Ofthe application, occasional static
heard 0naparticular Voll) phone, etc,
Page 6 of 17 Revised 4/4/2022
Uaton
&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
P1— Critical
I P2 — Important
P3 — Normal
P4 — Low
Availability
24x7x365
24x7x365
24x7x365
24x7x365
Acknowledgement
15 minutes
15 minutes
30 minutes
30 minutes
Status Updates
30 minutes
j 2 hours
8 hours
12 hours
Plan of Resolution
< 4 hours
< 8 hours
< 8 hours/NBD
< 3 days
Action
P1— Critical
P2—Important P3—Normal
P4 — Low
Availability- NOC
24x7x365
24x7x365
.24x7x365
i 24x7x365
Availability- Helpdesk
I
8:30am-5:30pm Pacific
Time Monday -Friday
Acknowledgement
j 15 minutes
15 minutes
30 minutes
30 minutes
Status Updates
30 minutes
2 hours
8 hours
12 hours
Plan of Resolution
< 4 hours
i < 8 hours
< 8 hours/NBD
1 < 3 days
Section 3-C: Escalation Patli 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
0eaton
& 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.
C
Ist
Help Desk ______Help
Desk
415-282-1188 x999
2nd Controller
2nd
Help Desk Manager
Dion Nelson
415-521-1320
Patricia Eaton
3rd
CTO, VP Professional Services
Mohamed Shalabi
415-400-7672
415-400-7661
14t h
—10—
lJohn Eaton
1415-400-7661
C
Ist Account Manage
Gabrielle Nelson
415-521-1698
.0
2nd Controller
Lynda Malone
415-590-3111
Gabrielle Nelson
3rd CFO
Patricia Eaton
415-299-8641
LL
4th CEO
Pohn Eaton
415-400-7661
C
Ist
Help Desk Manager
Dion Nelson
415-521-1320
E
2nd
Account Manager
Gabrielle Nelson
415-521-1698
3rd
VP Operations
James Finley
415-400-7665
2
14th
CEO
lJohn Eaton
1415-400-7661
Page 8 of 17 Revised 4/4/2.022
bectStatement of Work
& ASSOCIATES Elevate -|TO
Managed SeFV'C£3
Section 4: IDlp)eDleDC8tiVOReqUireOleOt5
For E&A to support your organization fully, the following service implementation requirements
should bemet:
m [0DfirD8UUn Ofassumptions with respect to network infrastructure (network
assessment).
* Administrator access level permissions tDall supported platforms (software and
services).
* Administrative permissions for all supported technology partners (e.g., |5P &Vo|P
providers).
* Access to at |08St one Microsoft Active Directory Domain Controller server, if applicable.
o Internal |Tservices,such asDNS and OHCP.
Section 4-A:Client Locations iOScope 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
_ _
Town Hall
Heritage HOUse
Corp Yard
��Addm�
.' '
| 2G379Fremont Rd, Los Altos
Hills, CA 94022
26379Fremont Rd, Los Altos
Hills, CA94O22
!G�aContactName
-
| SudnaRev(lar
SadnaReviUor
iTDB
Page 9 of 17 Revised 4/4/2022
(baton
& ASSOCIATES
Section 4-B: Exclusions fi,oni 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
(beaton
& ASSOCIATES
Section a: 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 SA: Potential Projects ("Roadniap")
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 Mouse
• 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)
a Required infrastructure upgrades to support Yd party software, such as TracklT.
Operational support and vendor management is included.
We cwe hem for•you every Step ofthe way.
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 4/4/2022
0ecton
& /\55[]O/\TES
Section 6: Total Monthly FINcing ind Setup Fees
Statement f Work
Elevate -IT'
Managed Services
Tut�l} K4011ih|«P1,ici1.1g
The following tables contain the monthly Elevate-ITO pricing breakdown and total for the work
efforts and associated costs that are |Dscope for this SOW:
/_-
� Bevate-[Fservice Module
Elevate-ITO Service Monthly Fee:
|
iIn-Scope Devices and Services
� Sgrvers�ndVK8s
�Workstations
|
|Network
-- -- —
Recurring Monthly ��
-
!$12,717
Count Itemization
/
! 11servers, Itemized @$175ea. per month |
40 workstations, Itemized @ $75 ea. per
month
/ ' |
Included
| |
�
On-site ~ |8hours aweek (appnn�mahe|y��hr�i7onth\
�
(We ` � '
` ofonsite isincluded
the first quarter) �
On-sKeEngineer-MeetinOSupport Qhours amonth (11t8'3mThursday ofeach |
(This line item iosubject toremoval upon | month tVsupport Planning 8'Council
client's request) Meetings, approximately 4hours per meeting) .
On-site Engineer - Support Escalations Included
The estimated quantities of servers, workstations and network devices will be trued up monthly
Vrquarterly tO reflect the actual number ofdevices in scope. For example, the number of
workstations will likely decrease as the staff are migrated to laptops with docking stations.
ScLUVF'ec5
The following table contains applicable 1 -time "setup fees":
Setup Tasks _
OnboardinQVisits &Familiarization
Assessment and Documentation VfCurrent Systems & Network
Installation of Remote Monitoring Agents OnWorkstations & Servers
Total 1'T|mne Setup Fee: 50% of the first month will be focused on
onbnard}ngand documentation tasks
Page 12 of 17 Revised 4/4/2022
N
eaton
& ASSOCIATES
Statement of Work
Elevate -IT' Managed Services
Onboarding & Discovory] Ir Transl7on Period =Buslnoss as Usual
FirsL30 P�!ys
First 60 Days
First 100 Days
• Onboarding Visits
Leadership check-in
o Leadership check-in
• Familiarization with client
Relationship review
* Ongoing Status reporting
Systems
• Validation of assumptions
* Action Plan and SOW progress
* Project planning an prioritization
review
• E&A Resource ramp up and
9 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 3Odays vvewill refresh the audit and review the documentation b]ensure our
|nf0rn8UDO is current. We will then work with the Client in putting together @ list oftasks to
facilitate the onboardin8process including setting upthe monitoring ofthe inscope servers,
network devices and end-user devices. VVewould also provide the end users appropriate
information onhow hurequest support and expectations around priorities, escalations and
Service Level Objectives (SLOs). If possible, we would like to participate in an "all hands" or
"nlaU88e0ent"typenoeetin8toba|ntnudUcedtVtheCUentandhavetheopportunitytoansvver
any questions.
Within the first 6Odays vvewould like toprepare and present ahigh-level sGcUrkv8Udit8nd
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 \TPlan.
Page 13 of 17 Revised 4/4/2022
0ecton
& ASSOCIATES
The key deliverables during this period are:
Statementof Work
Elevate -IT' Managed Services
* Ensure we have all information required toprovide timely support
* Ensure the City has a stable, secure environment with minimal security exposure
w That Vvehave support agents nnall 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 IVIFA program
Page 14 of 17 Revised 4/4/2022
(becton
8, ASSOCIATES
Section 7: Signatures
Statement of Work
Elevate-ITO Managed Services
Signed by and on behalf of (and with the "SOW Effective Date" noted above)...
Eaton & Associates
Date: 04/25/2022
Signature:
Name: Mohamed S. Shalabi
Title:
Town of Los Altos Hills
Date:
Signature:
Name:
CTO, VP Professional Services Title
9e+ex,- pj_C4
I
Page 15 of 17 Revised 4/4/2022
ecto n Statement of Work
& ASSOCIATES Elevate-IT' Managed Services
!Appendix A: Elevate-ITQ Standard Monthly Tee Schedule
"Managed" users and hardware are those users/devices covered under this SOW. Additional
users/device will be added (usually) on a quarterly basis to "true up" the existing Agreement.
The standard rates below will be applied:
Units
Managed Servers
Managed Network Devices
Managed Users
Per Unit Monthly fee
$175/server
TBD
$75/user
Page 16 of 17 Revised 4/4/2022.
0eaton
& ASSOCIATES
Statement f Work
Elevate-ITm
Managed Services
Appendix B: Elevate -IT@ Professional Services Fee Schedule
Hourly Engineering Rates
The following rate table describes your negotiated rates for Additional Services ("Project
VVork"),which will beevaluated and agreed toODaper-project bay\s,anddetaUedinanep@[abe
Statement ofWork, as described in Section S:
Resource Rate
�
Workstation / DesktpSupportEngineer � $75-135/hour
Serxer/N�txxorkEnA\nemr $135-235/hou/
�$235-265/hour
' O/h
Project Manager -_-�15—�mur
All services are billed at a two-hour minimum; billed in quarter hour increments thereafter.
Service Hours & Overtime (",alculations
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
8hours Monday -Friday
9th ho12thhours Monday —Friday
All hours Saturday, Sunday
13th and more, Holidays
Rate
Standard Hourly Rate
1.Stimes Hourly Rate
2.0 times Hourly Rate
Page 17 of 17 Revised 4/4/2022