Agenda Item #: VC-1286977585182-A

October 21, 2010 [ ] Ordinance

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Item  35 

AGENDA ITEM [ ] Resolution

[ ] Budget Resolution

[ X ] Other

Department: Sheriffs Office File Number: VC-1286977585182-A Division: Administration Subject: Request to purchase CAD EMD Software Account Number(s): E911 Fund - Landline 115-400-3150-5440 for $83,751.00 E911 Fund - Wireless 115-400-3151-5440 for $186,415.00 Total Item Budget: $270,166.00 Staff Contact(s): Laura Bounds Phone: 736-5961 ext. 2108 Stacey Manning Phone: 736-5950 ext. 2952 Summary/Highlights: The sheriff's office requests authorization to purchase a multi-purpose emergency dispatch software package (MEDS) from Tiburon, Inc. to provide electronic call handling guide cards for any emergency call requiring a fire, police or medical response. The initial implementation cost is $270,166 and the annual maintenance cost after expiration of the initial 12-month warranty is $23,780. The MEDS software, which was developed in conjunction with the Association of Public Safety Communication Officials (APCO), a) guides telecommunication personnel through the processing of emergency calls, and b) records information that can be used to improve emergency response and training. Recommended Motion: Approval

Ben Johnson Director Sheriffs Office

Purchasing

Legal

Betty Holness County Manager's Office

No Signature Present Approved in Accordance with Policies & Procedures

OMB

Approved as to Budget Requirements Council Action: [] [] [] []

Approved as to Form and Legality

Approved Agenda Item For: October 21, 2010

Modification:

Approved as Recommended Approved With Modifications Disapproved Continued Date:

http://enn.co.volusia.fl.us/electronicagen/agendaitemprint2.asp

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Agenda Item #: VC-1286977585182-A

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Summary/Highlights Continued: Tiburon is providing the software as an Enhancement to existing county-licensed software. Thus, the attached contract is an Amendment to the Master Support Agreement currently in effect. Funding for this purchase is available from existing E-911 reserves. Staff recommends approval of the Amendment.

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http://enn.co.volusia.fl.us/electronicagen/agendaitemprint2.asp

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

Exhibit 1 to the First Amendment of MSA APCO MEDS Implementation Statement of Work Enhancement Proposal (EP)-15609A

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

TABLE OF CONTENTS 1 

SCOPE OVERVIEW.......................................................................................................................................... 1 

2 

FUNCTIONALITY............................................................................................................................................. 1 

3 

HARDWARE AND SYSTEM SOFTWARE ................................................................................................... 3 

4 

PROJECT MANAGEMENT ............................................................................................................................. 3  4.1  4.2  4.3 

TIBURON PROJECT MANAGER .................................................................................................................... 3  COUNTY PROJECT MANAGER ..................................................................................................................... 3  PROJECT MANAGER ISSUES ........................................................................................................................ 3 

5 

IMPLEMENTATION PLAN............................................................................................................................. 3 

6 

IMPLEMENTATION TASKS .......................................................................................................................... 3  6.1  6.2  6.3  6.4  6.5  6.6  6.7 

7 

TASK 1: DATA COLLECTION ....................................................................................................................... 3  TASK 2: ELECTRONIC GUIDE CARD DEVELOPMENT ................................................................................... 4  TASK 3: INTERFACE DEVELOPMENT ........................................................................................................... 4  TASK 4: FUNCTIONAL DEMONSTRATION .................................................................................................... 5  TASK 5: FUNCTIONAL TESTING .................................................................................................................. 5  TASK 6: TRAINING ...................................................................................................................................... 6  TASK 7: PRODUCTION CUT-OVER .............................................................................................................. 6 

ADDITIONAL TERMS AND SUPPORT ........................................................................................................ 7  7.1  7.2  7.3 

UPDATE SERVICE ....................................................................................................................................... 7  SUPPORT SERVICE ...................................................................................................................................... 7  LIMITATIONS AND EXCLUSIONS ................................................................................................................. 7 

8 

PRICE DESCRIPTION AND PAYMENT SCHEDULE ................................................................................ 8 

9 

REQUIREMENTS AND ASSUMPTIONS ...................................................................................................... 8 

10  DEFINITIONS .................................................................................................................................................. 10 

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

1

SCOPE OVERVIEW As part of this Enhancement Proposal (herein referred to as the “Proposal”), Tiburon will Interface the APCO Institute’s Multi-purpose Emergency Dispatch System (MEDS™) software with the Tiburon Computer Aided Dispatch System (CommandCAD) utilized by the County of Volusia (herein referred to as the “County”). APCO MEDS is windows-based software solution developed by the APCO Institute in collaboration with Advanced Systems Technology (herein referred to as “AST”) that will be Interfaced with the Tiburon CommandCAD System to guide telecommunication personnel through the processing of emergency calls while recording information that can be used for quality assurance and training improvements. APCO MEDS will provide via Tiburon the following: Qty 65

APCO MEDS Products and Services APCO Institute MEDS Software Licenses

1

Onsite 8 hour training session

1

14 day cutover support

1

Onsite visit during 14 day cutover support

1

AST Technical Support: One (1) Year of Tech Support

This software will provide call handling guidelines (i.e. Guide Cards) to support emergency calls requiring a fire, police, or medical response. For medical emergencies, this is a key component of the County’s emergency medical dispatching (EMD) protocol to triage in-coming requests to determine the level of response required and provide pre-arrival instructions so the caller can provide immediate help to the victim.

2

FUNCTIONALITY The APCO MEDS software and accompanying Interface to CommandCAD will provide the following Functionality: a) Sufficient licensing will be provided to allow the APCO MEDS software to be used concurrently on 65 workstations. b) The APCO MEDS software will provide Guide Cards for the triaging and dispatching of the various types of emergency calls requiring a response from fire, police, or emergency medical services. c) All software components for call-taking, administration, and quality assurance (QA) will be included. d) The APCO MEDS software will be fully customized to meet the needs and resources of the County. This includes, but is not limited to, the type and order of the questions as well as which are mandatory based upon the type of Incident. e) Tiburon will provide an Interface that will activate the APCO MEDS software from the Event Entry form in the CommandCAD System. Once the APCO MEDS software is activated, it will take control of the Event Entry user dialog. f)

When initially activated for a new call, the APCO MEDS software will pull information from CommandCAD such as basic caller information (i.e. ANI/ALI). The type and amount of information to be pulled will be jointly determined by APCO, Tiburon, and the County during the initial Configuration.

g) For critical Incidents, the APCO MEDS software will provide a button that will allow the call taker to immediately create an Event in CommandCAD so that it can be sent to the dispatcher. In these 10/12/2010 (VCSO)

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

situations, the call taker can continue gathering supplemental information that will be added to the Event in CommandCAD. h) The APCO MEDS software may be configured with various trigger points that will cause an Event to be created in CommandCAD while the call-taker continues to gather supplemental information. These triggers will be based upon the answers provided to key questions as defined by the County for the type of emergency. i)

The APCO MEDS software will automatically log and timestamp all actions performed by the call-taker as the information is being entered.

j)

The APCO MEDS software will relay information back to CommandCAD such as chief complaint type and response criteria based upon the responses provided by the caller. This information will be used to establish the Incident type for the Event created in CommandCAD.

k) The information captured in the APCO MEDS software will be written to the Event history in the CommandCAD System. The amount of information that is captured in the Event history will be determined by the County during the initial Configuration. l)

Fire and law enforcement Guide Card content can be changed locally using the editors built into the administrative component. Custom Guide Cards sets can also be created locally using the editors.

m) The emergency medical Guide Card content is customizable to meet the needs of Volusia County. Tiburon will be responsible for these modifications. Following the initial implementation, Tiburon will perform these modifications to the software as part of the annual maintenance and support. n) The APCO MEDS software will provide the ability to maintain customized pre-arrival instructions that can be provided to the caller based upon the type of emergency. o) The APCO MEDS software will provide access to CPR, Obstructed Airway, and Childbirth control instructions at all times. p) The APCO MEDS software will contain an electronic version of the Emergency Response Guidebook (ERG) so that dispatch personnel can quickly access hazardous material information. q) The APCO MEDS software, along with the archive component, will provide tools for call-trend analysis. The archive component stores calls in a centralized database for future review and reporting. If access to the centralized database is down, the System will maintain the calls on each workstation and automatically transfer them to the central database when access is restored. r)

The APCO MEDS software will provide various quality assurance tools such as a case review feature which allows for search and evaluation of Incidents based upon specific criteria.

s) The APCO MEDS software will provides complete historical reporting capabilities including the ability to print a summary report (i.e. short report) or the entire history of call-taker actions for an Incident. This information can also be exported to various database formats including Microsoft SQL, Microsoft Access, or Microsoft Excel. t)

The System will be secured to prevent unauthorized access to Incident data. This includes providing various levels of access (e.g. call-taker, reporting, administrator, etc.).

u) An e-mail alert component can be set up to scan a centralized database for specific trends and notify selected agencies via e-mail when a user-defined trigger is reached. v) In addition to implementing the Interface on the County’s production CAD System, Tiburon shall also implement a fully functional Interface on the County’s test/training CAD System that will interact with APCO MEDS. This will be designed in such a manner that the test CAD Interface will operate simultaneous and independent of the Interface in the production CAD environment.

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

w) CommandCAD will interpret the complaint type (i.e. Incident type) relayed back from the APCO MEDS software to determine if the Incident requires a response from multiple services (fire, police, EMS). CommandCAD will automatically create a separate Event for each service that needs to respond based upon the Incident type. All information captured in the APCO MEDS software will be written to the Event history for each Event created. The amount and specific type of information captured in the Event history will be determined by the County during the initial Configuration.

3

HARDWARE AND SYSTEM SOFTWARE No additional Hardware or System Software (e.g. server operating system software, database management software, and backup recovery software) is required or recommended for this Enhancement Proposal to be implemented on the County’s CAD System.

4

PROJECT MANAGEMENT 4.1

Tiburon Project Manager Tiburon shall designate a Project Manager who will direct the implementation efforts for Tiburon and APCO/AST resources for this Enhancement Proposal. The Tiburon Project Manager shall serve as the primary point of contact for the County and monitor the implementation to ensure that the Tiburon and APCO/AST resources are available as scheduled. The Tiburon Project Manager will immediately report any deviations from the Implementation Plan to the County Project Manager.

4.2

County Project Manager The County shall designate a Project Manager who will serve as the principal point of contact for Tiburon on all technical questions and administrative arrangements relating to this Enhancement Proposal. The County Project manager will also serve as liaison with all third-party vendors, agencies, and Systems outside the scope of this Enhancement Proposal.

4.3

Project Manager Issues Both the Tiburon Project Manager and the County Project Manager agree to provide responses in writing within ten (10) business days to issues relating to project progress raised in writing by the other party.

5

IMPLEMENTATION PLAN Notwithstanding any requirements dependent upon the County, Tiburon estimates that this Enhancement Proposal will be implemented within six (6) months of its acceptance. Upon acceptance of this Enhancement Proposal, the County and Tiburon will develop a mutually acceptable Implementation Plan to identify all objectives, schedules, priorities, and dependencies. An approved Implementation Plan is required before Tiburon will proceed with any further project activities. The Implementation Plan approval must be confirmed by obtaining the County Project Manager’s signature on a Completion Notice presented by Tiburon.

6

IMPLEMENTATION TASKS 6.1

Task 1: Data Collection

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

In order to properly configure electronic Guide Cards to meet the specific needs of the County, the APCO Institute requires the County submit all call handling guides, Guide Cards, and pre-arrival information that need to be incorporated into the APCO MEDS software. A separate submission will be required for each type of emergency service (law enforcement, fire, and medical) If the County does not have a predefined protocol for each type of emergency service (law enforcement, fire, and medical), then the APCO Institute will provide the County with a standard draft protocol that they have developed. The County may revise the draft protocol as deemed appropriate before submitting it back to the APCO Institute for inclusion in the APCO MEDS software. Preferably, the County will provide this information in electronic format using a Microsoft Office 2000 or higher product. However, the APCO Institute will also accept this information in hardcopy format if it is not available electronically. The submission of this information does not preclude or waive the right of the County to identify additional protocol changes as they are discovered throughout the implementation process. Acceptance Criteria: This task shall be considered complete when the County has confirmed that they have provided Tiburon with all existing call handling guides and Guide Cards. Approval must be confirmed by obtaining the County Project Manager’s signature on a Completion Notice presented by Tiburon. Task completion is required before Tiburon will proceed with any further work specific to this Enhancement Proposal. 6.2

Task 2: Electronic Guide Card Development After collecting the existing call handling guides and Guide Cards from the County, Tiburon will ensure this information is incorporated into the APCO MEDS software that will serve as the electronic Guide Cards for the County’s CommandCAD System. The initial development of the APCO MEDS software will occur on APCO/AST equipment. After the initial APCO MEDS software has been developed, Tiburon will ensure that the County has the tools necessary to remotely access the software located on its equipment. The County will access the APCO MEDS software remotely to confirm that the software is configured properly to support their specific call-handling protocols. For any deficiencies, the County will notify Tiburon of the required modifications. This includes, but is not limited to, modifications to the appearance of the software, the type and order of the questions, which questions are mandatory based upon the type of Incident, and what questions will trigger an Event to be created in the CommandCAD System. After obtaining written approval from the County Project Manager that the APCO MEDS software has been configured properly to meet the needs of the County, Tiburon will install the software in a test environment on the County’s equipment. Acceptance Criteria: This task shall be considered complete when the County Project Manager has confirmed that the APCO MEDS software has been configured properly and it has been successfully installed in a test environment on the County’s equipment. Approval must be confirmed by obtaining the County Project Manager’s signature on a Completion Notice presented by Tiburon.

6.3

Task 3: Interface Development Tiburon will develop an Interface that will activate the APCO MEDS software from the Event Entry form in the CommandCAD System. When initially activated for a new call, the APCO MEDS software will pull information from CommandCAD such as basic caller information (i.e. ANI/ALI). The information captured in the APCO MEDS software will be used to establish the Incident type for the Event created in CommandCAD and will be written to the Event history in the CommandCAD System.

10/12/2010 (VCSO)

Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

The type and amount of information pulled from CommandCAD when the APCO MEDS software is activated and written to CommandCAD from the APCO MEDS software will be jointly determined by Tiburon, APCO/AST, and the County. Acceptance Criteria: This task shall be considered complete when the Tiburon Project Manager provides the County Project Manager with written notice that the Interface necessary to fulfill the Functionality defined in this Enhancement Proposal has been installed on the County’s test CommandCAD System. 6.4

Task 4: Functional Demonstration The features being implemented as part of this Enhancement Proposal will be initially installed on the County’s test/training CAD System. The features may not be installed on the County’s production CAD System until written approval is obtained from the County Project Manager as part of the production cut-over process. After conducting successful internal testing, Tiburon shall demonstrate the new features to the County for verification of the functional requirements contained in this Enhancement Proposal. The demonstration will only be conducted after all features identified in this Enhancement Proposal have been implemented on the County’s test/training CAD System. Tiburon shall conduct the demonstration on the County’s test/training CAD System using test data and scenarios provided by Tiburon. The role of the County will provide the necessary personnel to support the testing and ensure availability of external Systems to assist Tiburon. The County will also need to confirm that Tiburon utilizes appropriate test scenarios and test data in the demonstration and confirm that the demonstrated Functionality fulfills the requirements contained in this Enhancement Proposal. The County personnel that will be provided to participate in the functional testing should be resources representing each of the key user roles for the County including management, supervisory, technical, and front line roles. These resources should be thoroughly knowledgeable in their specific area with knowledge of the requirements in this Enhancement Proposal. Tiburon will perform the demonstration of each requirement contained in this Enhancement Proposal and record pass or fail. For each failure, Tiburon shall complete a Technical Service Request (TSR). The TSR contains the module and/or process name, a defect priority, a full description of the behavior, and the test data used to generate the defect. Acceptance Criteria: The demonstration shall be considered complete when Tiburon has demonstrated, and the County has confirmed, the Functionality of all requirements in this Enhancement Proposal have been met and the County Project Manager has accepted the corrective action plan for any outstanding defects (TSRs). Approval must be confirmed by obtaining the County Project Manager’s signature on a Completion Notice presented by Tiburon.

6.5

Task 5: Functional Testing Upon the County’s approval of the Tiburon functional demonstration, the County will conduct functional testing of the functions and features being implemented as part of this Enhancement Proposal. The County shall be provided a minimum of fifteen (15) business days to conduct their functional testing on the CAD test/training System. The purpose of this functional testing is to provide the County with the opportunity to perform additional testing of the Functionality using varying test scenarios and to identify any undiscovered discrepancies with regard to the requirements outlined in this Enhancement Proposal. For each failure identified during the functional testing that is related to the features being implemented, the County shall submit a Technical Service Request (TSR) to Tiburon Project Manager. The TSR contains the module and/or process name, a defect priority, a full description of the behavior, and the

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

test data used to generate the defect. In response, Tiburon will provide a corrective action and perform testing to verify the defect has been corrected. Upon successful defect corrective action, Tiburon will update the TSR with the corrective action taken and notify the County. If necessary, the functional testing will be extended by a mutually agreed upon amount of time to allow the County to verify the success of the corrective action. Acceptance Criteria: The functional testing shall be considered complete after the mutually agreed upon amount of time specified in the functional testing has elapsed and the County Project Manager has accepted the corrective action plan for any outstanding defects (TSRs). Approval must be confirmed by obtaining the County Project Manager’s signature on a Completion Notice presented by Tiburon. 6.6

Task 6: Training As part of this Enhancement Proposal, Tiburon will provide up to a four (4) hour on-site training session with up to twelve (12) maximum students. This training session will cover how to use the CommandCAD Interface. APCO MEDS will provide one eight (8) hour training session on the use of APCO MEDS software. Tiburon will provide the County with one (1) electronic copy of documentation describing the operation of the APCO MEDS software and the CommandCAD Interface in Microsoft Word 2000 or higher format, based upon Tiburon documentation standard at the time of delivery. Acceptance Criteria: Completion is achieved when the training is completed. Task completion must be confirmed by obtaining the County Project Manager’s signature on the Task Completion Notice presented by Tiburon.

6.7

Task 7: Production Cut-Over Upon successful completion of functional testing, Tiburon and the County will mutually determine the date to implement the features described in this Enhancement Proposal on the County’s production CAD System. This date will be confirmed by obtaining written authorization from the County Project Manager. Tiburon will be responsible for installing the features in the production environment with minimal impact on operations and will notify the County when they may begin using the features. Following the production implementation, Tiburon will provide fourteen (14) days of off-site technical support to respond to any issues or problems reported by the County that pertain to the newly implemented features. For each failure associated with the newly implemented features that occurs during the first fourteen (14) days after production cut-over, the County shall submit a Technical Service Request (TSR) to the Tiburon Project Manager. The TSR contains the module and/or process name, a defect priority, a full description of the behavior, and the test data used to generate the defect. In response, Tiburon will provide a corrective action and perform testing to verify the defect has been corrected. Upon successful defect corrective action, Tiburon will update the TSR with the corrective action taken and notify the County. The County will be allowed sufficient time to perform additional testing to verify the success of the corrective action. Due to the very short fourteen (14) day window, the County will expedite testing when possible. The corrective action for each TSR must be approved by obtaining written confirmation from the County Project Manager. Acceptance Criteria: This task is complete fourteen (14) days after the production implementation and the County Project Manager has accepted the corrective action plan for any outstanding defects (TSRs) created during the first fourteen (14) days after production cutover. Approval must be confirmed by obtaining the County Project Manager’s signature on a Completion Notice presented by Tiburon.

10/12/2010 (VCSO)

Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

7

ADDITIONAL TERMS AND SUPPORT The implementation of this Enhancement Proposal and subsequent support of the Interface shall be covered under the terms of the Master Support Agreement in effect between the County and Tiburon. Upon implementation and final acceptance by the County of the enhancement, the APCO MEDS software and Interface shall have a Warranty Period of twelve (12) months. The Interface shall continue to function in future releases of the Tiburon CAD System and shall not impede the normal process of installing these releases as they become available. Upon payment of the appropriate maintenance and support fees as set forth below, and as part of the warranty period for the APCO MEDS software and Interface, Tiburon shall provide the following maintenance services through the use of APCO MEDS: Tiburon shall support and provide updates for APCO MEDS subject to the following conditions: 7.1

Update Service 1) Standard Updates Standard updates to the APCO MEDS shall be provided to the County on an “as released” basis. The County will be notified by email of standard updates and the location of the download. Said updates shall be available at no cost to the County while the Master Support Agreement is in effect between the County and Tiburon. 2) Major Upgrades Major upgrades to the APCO MEDS shall be available to the County for purchase on an “as released” basis. The County will be notified by e-mail of the availability of major upgrades and the current advertised purchase price. Provided the County is current with their annual maintenance fees for the APCO MEDS software, on the date the APCO MEDS upgrade is released, may purchase the upgrade. When purchased, upgrades will be available for download or on CD-ROM sent to the County by regular mail. If persons other than AST or Tiburon modify the APCO MEDS software covered hereunder and as a result thereof further support service is required to restore the APCO MEDS software to good operating order, then such service will be performed and invoiced at Tiburon’s then current rates and the County shall be responsible to pay same.

7.2

Support Service 1) Support service shall be performed by email and telephone support when possible. If a visit to the site is required, a time will be agreed upon by the personnel involved. 2) Support service will be available 24 hours a day, 7 days a week. 3) Tiburon will be notified via telephone call, fax or e-mail and a valid notification start time will be set upon receipt of notification by Tiburon personnel. The initial notification will include the most explicit information possible as to the nature of the problem, to include prior modifications to any components of the System/Systems, changes in the local environment, and new or changed components or APCO MEDS software changes in the System. 4) Tiburon shall be responsible for providing technical support and correcting errors for the most recent major upgrade or update of the APCO MEDS software provided to the County.

7.3

Limitations and Exclusions Update and Support service for the APCO MEDS software and Interface shall not include:

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

1) Maintenance or repair resulting from catastrophe, accident, neglect, misuse, fault or negligence of the County or causes external to the APCO MEDS Code beyond the control of Tiburon or AST; 2) Damages arising from application or System Software problems or failure external to the APCO MEDS software and the Tiburon Covered Applications indentified in the Master Support Agreement in effect between the County and Tiburon. If support is required to perform one or more of the above, then this support will be billed at Tiburon’s then current support rates and such service shall be performed on written request of the County. However, if in the opinion of Tiburon the APCO MEDS software cannot be maintained or repaired, Tiburon shall not be obligated to maintain or repair the APCO MEDS software.

8

PRICE DESCRIPTION AND PAYMENT SCHEDULE 1)

2)

9

Firm Fixed Price Implementation: Two Hundred Seventy Thousand One Hundred Sixty Six Dollars ($270,166.00) 

Fifty percent (50%) due upon the County Project Manger’s approval of the Implementation Plan.



Fifty percent (50%) due upon completion of the Acceptance Criteria defined for Task 7 (Production Cut-Over).

The Tiburon Annual Maintenance amount will increase by Twenty Three Thousand Seven Hundred Eighty Dollars ($23,780.00) effective the next maintenance period following the expiration of the Twelve (12) month Warranty Period and shall be invoiced separately. The first payment will be a prorated amount of the annual fee based upon the number of days remaining in the maintenance period ending September 30 of the applicable fiscal year.

REQUIREMENTS AND ASSUMPTIONS 1)

Each CommandCAD workstation will be running its own local copy of the APCO MEDS software.

2)

Tiburon will prepare internal design documents to support the implementation of the Enhancement Proposal.

3)

Tiburon shall designate a Project Manager who will direct Tiburon’s implementation efforts for this Enhancement Proposal and serve as the primary point of contact for the County. If the Tiburon Project Manager is not available, an appropriate representative will be identified and made available to support the Project team. This designated representative will possess sufficient decision-making authority to ensure that Project progress is not jeopardized.

4)

The County will designate a person to be the principal point of contact for all technical questions and administrative arrangements relating to this Enhancement Proposal. If the County Project Manager is not available, an appropriate representative will be identified and made available to support the project. This designated representative will possess sufficient decision-making authority to ensure that project progress is not jeopardized.

5)

The County Project Manager will have the authority to approve the completion of activities for this Enhancement Proposal on behalf of the County.

6)

The County will be available to work with Tiburon during normal working hours, given reasonable notice, to attend meetings and to provide support for reviews and analysis. If County team members are not available, then suitable alternates will be assigned. However, both the County and Tiburon will make every attempt to maintain consistent personnel staffing throughout the duration of the project.

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

7)

Tiburon will apprise the Sheriffs Office of any internal or external changes that may affect the Project plan and timeline.

8)

The County will apprise Tiburon of any internal or external changes that may affect the Project plan and timeline.

9)

The County will provide Tiburon with a Cisco-based VPN solution for remote access to the server suites specific to the County’s CAD System.

10)

The County Project manager will also serve as liaison with all third-party vendors, agencies, and Systems. Tiburon will not be held responsible for the Functionality failures due to a third-party vendor, agency, or System.

11)

Procurement and installation of network equipment, cabling, data circuits, and network security not explicitly defined in this SOW or accompanying appendixes are the responsibility of the County.

12)

All purchases must be made in accordance with the provisions of the Volusia County Code of Ordinances and the Purchasing Procedures Manual. All Purchase Orders are subject to approval and acceptance by Tiburon.

13)

This fixed price Enhancement Proposal is valid unless modified by Tiburon in writing prior to Client acceptance of this Enhancement Proposal; otherwise, this Enhancement Proposal will expire on October 31, 2010.

14)

By the Client’s acceptance of this Enhancement Proposal, the Client is authorizing Tiburon to proceed with the work described herein and confirms funding will be obligated. Any requisite contractual documents required by the Client’s purchasing procedures are the responsibility of the Client.

15)

Tiburon warrants and represents that Tiburon has the right to use, license, and sublicense all Software delivered to the County under the Master Support Agreement. Tiburon also warrants that no portion of the Software used by the County pursuant to the terms of the Master Support Agreement violates or is protected by right, title, interest or similar right of any third person or entity, however organized, except as may be set forth in the Master Support Agreement. Subject to the payment of applicable fees as set forth in the Master Support Agreement, the County shall have the quiet and peaceful enjoyment of the use of all the Software supplied or to be supplied under the Master Support Agreement between the County and Tiburon in perpetuity, free from interference by any and all parties including Tiburon. If any claim is asserted or action or proceeding brought against the County which alleges that all or any part of the Software as provided under the Master Support Agreement by Tiburon, or the operation or use thereof by the County infringes or misappropriates any third party’s United States patent, copyright, mask copyright, any trade secret or other proprietary right and i) Tiburon is promptly notified in writing by the County of such claim, and ii) Tiburon is given control over the defense against, and settlement of the claim, then Tiburon will save and hold the County harmless from any loss, damage or claim in which such infringement is alleged, including reasonable attorney fees and other associated expenses together with payment of any settlement or compromise of any claim and payment of all damages and costs awarded by judgment or other court order against the County. Tiburon shall also take the following steps to assure that the County can continually use that which Tiburon has delivered to the County in substantially the same manner delivered or subsequently enhanced or modified: (a) Promptly replace the allegedly infringing or misappropriated item or items with compatible, functionally equivalent items which are not alleged to be infringing or misappropriated; or (b) Promptly modify the alleged infringing or misappropriated item or items to eliminate the alleged infringement or misappropriation without impairing the County's intended use of Software in any manner; or (c) Promptly procure the right for the County to continue to use the Software without modification.

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Exhibit 1 - First Amendment to MSA

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Volusia County Sheriff’s Office Tiburon APCO MEDS Implementation Statement of Work

10

DEFINITIONS Configuration

The way a computer system is set up or the assortment of components that make up the computer system. Configuration can refer to either Hardware or Software, or the combination of both.

Emergency Response Guidebook

The Emergency Response Guidebook was developed jointly by Transport Canada (TC), the U.S. Department of Transportation (DOT), the Secretariat of Transport and Communications of Mexico (SCT) and with the collaboration of CIQUIME (Centro de Información Química para Emergencias) of Argentina, for use by fire fighters, police, and other emergency services personnel who may be the first to arrive at the scene of a transportation Incident involving dangerous goods. It is primarily a guide to aid first responders in quickly identifying the specific or generic hazards of the material(s) involved in the Incident, and protecting themselves and the general public during the initial response phase of the Incident.

Event

A request for service or assistance from a public safety emergency service received by a 911 Public Safety Access Point (PSAP) and recorded in the Computer Aided Dispatch (CAD) System.

Final Acceptance

Completion of the Acceptance Criteria defined for Task 7 (Production Cut-Over).

Functionality

The features and processes of an Application.

Guide Cards

Call handling guidelines used to assist telecommunication personnel with the processing of emergency calls. This includes vital questions that need to be asked of the caller based upon the type of emergency reported. Based upon the answers provided by the caller, the guidelines help telecommunication personnel define the nature and priority of the call, the appropriate resources that need to be dispatched, and provide the caller with pre-arrival instructions.

Hardware

The physical equipment with a purpose to facilitate electronic functions, store data, display data, process computer instructions, or provide direct communications.

Incident

A single event involving a request for service or assistance from a public safety resource.

Interface

A boundary across which two independent systems meet and communicate with each other.

System Software

Computer software involved with data and program management, including operating systems, control programs, and database management systems. This software manages computer resources at a low level as opposed to application software which is designed to provide an end-user with a specific function (e.g. word processor, spreadsheet program, etc.).

10/12/2010 (VCSO)

Exhibit 1 - First Amendment to MSA

Page 10

35-17

EXHIBIT 2 To Master Support Agreement COVERED APPLICATIONS / THIRD-PARTY PRODUCTS SUPPORTED BY TIBURON

This Exhibit is attached to, incorporated into and forms part of the Tiburon Master Support Agreement, dated October 1 2008, between the Client and Tiburon (herein referred to as the “Agreement”). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. Tiburon will provide the Basic Support described in Section 2.1 [Basic Support] of the Agreement for the software applications identified in the table below. The annual fee for such support shall be as set forth in the table below. Such support will commence upon the expiration of any applicable Warranty Period as set forth in the table below.

Covered Application

Maintenance Period Period Start Date Stop Date

Annual Fee

CAD/Ti

12 mo.

10/1/10

9/30/11

$ 78,125.00

Maverick Mapping

12 mo.

10/1/10

9/30/11

$ 22,453.00

Maverick Mapping (Mobile)

12 mo

10/1/10

9/30/11

$ 21,499.00

AVL

12 mo.

10/1/10

9/30/11

$ 13,781.00

Total

$ 135,858.00

Tiburon will provide support described in this Agreement for the Third Party Products identified in the table below in accordance with Exhibit 5 of the Agreement. Support will be provided at no charge during the initial warranty period and thereafter for successive 12 month periods at the annual fee for such support as set forth in the table below. The Annual Fee for the first 12 month period following expiration of the initial 12 month warranty shall be prorated for the number of months remaining in the fiscal year ending on September 30th.

Third Party Product Supported by Tiburon APCO MEDS

Maintenance Period Period Start Date Stop Date 12 month initial warranty from Final Acceptance of Enhancement, then 12 months maintenance. Total

Annual Fee

$ 23,780.00

$ 23,780.00

Page 1 of 1

35-18

Updated 10-11-2010 (Volusia County)

Exhibit 2 to Master Support Agreement