AGREEMENT TO IMPLEMENT SELF-CHECKOUT SYSTEMAGREEMENT
THIS AGREEMENT is made and entered into this .,day of May 2010, Y - > by
Vernon Library Supplies, Inc. d/b/a Integrated Technology Group, a corporation in the
State of Georgia, USA (hereinafter referred to as "ITG") and The City of Clearwater, a
municipal corporation, located at 112 S. Osceola Avenue, Clearwater, FL, 33756
(hereinafter referred to as "Customer").
RECITALS
WHEREAS, Customer desires to implement Self-Checkout systems on its premises, and;
WHEREAS, ITG is willing to provide such products and services that together comprise
the systems listed above and is willing to provide such products and services pursuant to
all the terms and conditions in the Agreement;
NOW THEREFORE, in consideration of the mutual covenants of the parties, and other
good and valuable consideration, the receipt and sufficiency of which are hereby
acknowledged, ITG and Customer have agreed and do hereby enter into this Agreement
according to the provisions set forth herein:
WITNESSETH:
In the event of conflicting provisions, all documents shall be construed according to the
following priories:
1. any properly executed amendment or change order to this contract (most recent
with first priority), and
2. this contract, and
3. any attachments included with this contract.
TERM AND TERMINATION
Term
The Effective Date of commencement of this Agreement shall be the _10_day of
_May_, 2010. The Term of this Agreement shall begin on the Effective Date and shall
extend for the full length of the period necessary to complete the project, unless
terminated earlier under one of the termination provisions contained in this Agreement.
Termination
a. This Agreement may be terminated by Customer upon thirty (30) days written
notice to ITG should ITG fail to perform in accordance with all the terms of this
Agreement.
b. This Agreement may be terminated at any time by the mutual written agreement
of ITG and Customer.
X
c. Regardless of reason for termination, Customer is responsible for payment for all
products and services delivered according to the terms and conditions of this
Agreement up until the date of termination of this Agreement.
DUTIES OF ITG
1. ITG agrees to provide the products and services (hereinafter collectively referred
to as the "Work") as listed in its quotation (Attachment 1) and as such products
and services are described in document entitled "ITG Express Check
Components" (Attachment 2).
2. Except where explicitly noted and agreed to by the Customer upon receipt of
proper waivers, ITG will comply with all local laws, ordinances and regulations
bearing on the performance of the Work.
3. ITG shall enforce good order and discipline among its employees and
subcontractors, if any, and shall keep work areas reasonably free from waste
materials and rubbish resulting from its operations.
4. ITG shall deliver products and perform its services as expeditiously as is
consistent with professional skill and care and the orderly progress of the Work.
5. ITG will compensate all company employees and subcontractors, if used, for all
work performed in the execution of the project.
6. ITG will have the authority to act on behalf of the Customer only to the extent
provided in this Agreement unless otherwise modified by written instrument.
7. ITG will supply Customer with written invoices according to the payment
schedule specified in the Agreement or, if not specified, following shipment of
products to the Customer. Unless otherwise stated and agreed to in writing, ITG
is not responsible for the collection or payment of any duties, excise, sales, use
property, retailers, occupation, business or similar tax. The amount of any such
taxes which are payable in accordance with the provisions of any statute or rules,
regulations or decision of any taxing authority, will be paid by the Customer.
8. ITG agrees that title to all Work covered by an invoice for payment will pass to
the Customer upon receipt of such payment.
9. ITG warrants products in accordance with the warranty attached to this
Agreement (Attachment 3).
10. ITG agrees to support and maintain products during the first year of operation in
accordance with document entitled "Annual Maintenance and Support for ITG
Products" (Attachment 4).
11. Following the first year, ITG agrees to continue to support and maintain products
supplied under this Agreement for the period(s) specified in the Maintenance and
Equipment Lifecycle Policy (Attachment S), on a year by year basis, contingent
upon the Customer's payment in advance for such support and maintenance.
12. ITG represents that in the performance of the work, duties and obligations
assumed by it under this Agreement that it is acting and performing as an
independent contractor and shall act in an independent capacity and not as an
officer, agent, servant, employee, joint venturer, partner, or associate of the
Customer.
13. ITG agrees to indemnify and hold harmless Customer from all claims and suits
for loss of or damage to property, including loss of the use thereof, or injuries
including death to persons, and from all judgments recovered therefore, and from
all expense in defending said claims or suits, including court costs, attorney fees
and other expenses, caused by an act or omission of ITG and/or its subcontractors,
their respective agents, servants and employees working on the project and not
caused by the fault or negligence of the Customer.
14. Without limiting its liability under this Agreement, ITG will maintain at its
expense during the life of this Agreement Workman's Compensation insurance as
mandated by law and comprehensive General Liability insurance in amounts no
less than:
Bodily Injury Each Person - $1,000,000
Bodily Injury Each Occurrence - $2,000,000
Property Damage Each Occurrence - $1,000,000
Customer will be named as an additional insured and noted as such on each
policy.
DUTIES OF CUSTOMER
1. Customer will inspect all products immediately upon delivery, noting damage to
external packaging and/or contents on the delivery receipt or bill of lading.
Customer will immediately notify ITG of such damage. Customer understands
that failure to immediately report damage may result in the inability to file claims
with the shipper or insurance companies. Damages not covered as a result of the
Customer's failure to examine or report are the full responsibility of the
Customer.
2. Customer will issue to ITG purchase orders in writing for the products and
services listed in Attachment 1, noting desired delivery dates that will not be
earlier than 60 (or other) days following receipt of the purchase order by ITG.
3. Unless noted otherwise on the purchase order, Customer will be prepared to
receive products from the date of its purchase order. The spccific date for
delivery and commencement of installation shall be agreed upon in consultation
between the Customer and ITG. Should the Customer, due to delays in
construction or for any other reason, not be prepared to accept delivery on or
before the stated desired delivery date on the purchase order, ITG will delay
without penalty the shipment of product for up to two weeks following that date
as long as no cost-incurring changes are required in the ITG technician's
installation schedule. If, after two weeks following the stated desired delivery
date, the customer is still not ready to accept delivery, ITG will delay shipment of
the products on condition that the Customer remit payments as if shipment and
installation had taken place at the latest possible dates that fall within this two
week period: 35% of the total contract 7 days following the date of the
delivery specified on the purchase order and 15% 14 days following the date
of delivery specified on the purchase order. In all cases, the Customer will be
fully responsible for all costs incurred by ITG as a result of a change in the ITG
technician's installation schedule.
4. Customer will accept delivery of products delivered to its truck high dock during
normal business hours. If Customer does not have a truck high dock or can accept
deliveries only during specified hours, it must note these and any other special
delivery requirements on its purchase order. The absence of a truck high dock
and the presence of special delivery costs may result in increased delivery costs,
for which the Customer will be fully responsible.
5. Customer will remit payment in U.S. Dollars to ITG in no more than 30 days
following the date of invoice. Interest will accrue on the amount due at the rate of
two percent (2%) per month for each full calendar month or part thereof during
which such amount shall be outstanding, such interest to commence to accrue on
the fifteenth (15`h) day after such amount is due and payable. If this interest rate
exceeds the maximum interest rate permitted by law, then the interest payable
shall be at such maximum permissible rate.
6. If Customer claims exemption from any taxes imposed by any taxing authority,
Customer will save ITG harmless from any such tax, together with any interest,
fines, or penalties thereon, which may at any time be assessed against it by reason
of the fact that such Work or portion thereof is held to be taxable by the taxing
authority. In the event that the Customer is exempt from such taxes or should
Customer elect to pay such taxes directly to the taxing authority, then Customer
shall provide ITG with a valid tax exemption certificate or similar document in
form satisfactory to ITG.
7. Customer will remit payment for supplies and accessories (e.g. RFID tags, cover
labels, receipt paper, and other items that are not part of the core system(s))
following the date of shipment.
8. Customer will remit payment for hardware, software and other services according
to following Payment Schedule:
Payrnent' Schedule
Phase Perr004 >f?otal Payment
Execution of Contract 25%
60 days prior to expected installation
date 25%
Completion of Installation and Training 40%
Final Acceptance 10%
9. Customer is responsible for supplying materials, equipment and services as
described in document entitled "ITG Express Check Components" (Attachment
2).
10. Customer is responsible for security and paying for all licenses and permits
required for the execution of the work.
11. Customer will designate a primary and secondary contact person for the purpose
of coordinating with ITG representatives all technical aspects and implementation
of the system(s).
12. Individuals designated above will promptly provide to ITG all information needed
by ITG for implementation of the system.
4 4?L
13. Customer warrants that the project is located on real property owned by the
Customer and that access to such real property will be furnished to ITG at such
times and on such dates as ITG may reasonably require in connection with the
execution and completion of the Work. Customers will provide a clear path for
access to and from the installation site for personnel and equipment. Customer
will ensure that not later than the scheduled start of installation date, the
installation site is free and clear, that all civil work and necessary removal or
modifications of existing equipment or buildings is concluded, and that all
necessary Customer provided infrastructure, including but not limited to electrical
and network connections, is in place according to ITG specifications. Customer
will be fully responsible for all costs associated with the failure of the Customer
to meet these requirements. These costs include, but are not limited to, additional
work performed by ITG to prepare the site, additional time required for
installation and training, and the additional costs associated with required travel.
14. Customer understands that the proper performance of the system depends upon a
thorough understanding and implementation of the installation and operating
instructions provided by ITG. Customer is responsible for insuring that all staff,
volunteers and others who perform services at the Customer's behest are fully
trained in the operation of the system components with which they are working.
15. Customer will immediately report all system problems to ITG.
16. At ITG's request, Customer will generate system reports as may be needed by
ITG and, if requested, maintain a log detailing all problems experienced with the
system.
17. Customer will not modify hardware or software or move equipment without first
consulting with 1TG.
18. Customer will maintain the confidentiality of all information, be it in written,
unwritten, or any other form, provided it by ITG. Only such information as may
be necessary for Customer's agents to perform their duties shall be shared with
such agents.
19. Customer represents that ITG software is the intellectual property of ITG and is
protected by law, including copyright laws and international treaties. Copies of
software may not be made without the expressed written consent of an ITG
representative authorized to legally obligate the company.
20. Customer shall take all reasonable steps to protect ITG's intellectual property
rights.
MISCELLANEOUS
Force Majeure. The parties to this Agreement will not be liable for any delay or
failure to perform their obligations if that failure or delay is due to any cause or
condition beyond the control of that party and, in particular, without limitation,
any failure, damage or loss due to fire, flood, exposure or any act of God,
industrial disturbance, failure of electrical telecommunications networks, acts of
vandalism, sabotage, civil services, war, changes in legislation or regulations of
any government or governmental agency, refusal or revocation of any license or
consent by the government of any authority.
5 2(-
2. Limitation of Liability. The liability of ITG, its agents, employees,
subcontractors and supplies with respect to any and claims arising out of the
performance or non-performance of obligations under the Contract Documents, or
the design, manufacture, sales, delivery, installation or use of the Work or
materials or the condition of other services hereunder irrespective of the theory
upon which any claim may be based, including, without limitation, breach of the
Contract Documents, breach of warranty or tort (including negligence),
indemnity, strict liability or otherwise (i) shall in no event include consequential,
indirect, special or similar damages including, but not limited to, loss of profits or
revenue, or loss of business, and Customer hereby irrevocably waives any right it
may have to any damages in excess of actual and incidental and (ii) except with
respect to indemnity claims for personal injury (including death) or damage to
property of third parties, shall in no event exceed in the aggregate 100% of the
Purchase Price or the scope and limits of insurance required to be maintained
under the terms of the Contract Documents, whichever is less. The limitation of
liability shall prevail over any conflicting or inconsistent provisions contained in
the Contract Documents except where such conflicting or inconsistent provisions
provide a more restrictive remedy.
3. Indemnification by Customer. Customer agrees to indemnify, defend (at its
own expense with counsel satisfactory to ITG) and hold ITG harmless from
claims demand, liabilities, causes of action, and suits for loss or damage which by
suffered by ITG as a result of injury to persons (including death) and property
arising from the negligent acts of Customer or its employees, servants or agents in
any way related to or in connection with the Work.Nothing contained herein,
however, shall be construed as a waiver of any immunity from or limitation of
liability the Customer may be entitled to under the doctrine of sovereign
immunity or section 768.28, Florida Statutes.
4. Assignment. The provisions of this Agreement shall inure to the benefit of and
be binding upon the respective successors and assignees of the parties hereto. A
party to this Agreement will not sell, transfer, assign, license, franchise or
otherwise part with possession or mortgage, charge or encumber any right or
obligation under this Agreement without the proposed assigned agreeing in
writing with the non-assigning party to observe and perform the terms, conditions
and restrictions on the part of the assigning party to this Agreement whether
express or implied as if the proposed assignee was an original contracting party to
this Agreement.
5. Severability. Should any court of competent jurisdiction declare any provision of
this Agreement invalid, then such provision shall be severed and shall not affect
the validity of the remaining provisions of this Agreement.
6. Choice of Law: Venue. The laws of the State of Florida shall control the
validity, construction and effect of this Agreement and also any extensions and/or
modifications of it. Any action, suit, or other proceeding concerning this
Agreement must be brought and maintained only in a court of competent
jurisdiction sitting in Pinellas County, Florida.
7. Costs and Expenses. Each party will pay its own costs and expenses in relation
to the negotiations leading up to and in relation to the preparation, execution and
6 9
carrying into effect of this Agreement and all other documents referred to in it or
in the event that either party deems it necessary to take legal action to enforce any
provisions of this Agreement.
8. Notices.
a. If to ITG:
Integrated Technology Group
5000 Miller Court East
Norcross, GA 30071
b. If to Customer:
Library Director
City of Clearwater
100 North Osceola Avenue
Clearwater, Florida 33755
9. Entire Agreement. The complete understanding between the parties is set out in
this Agreement and this Agreement supersedes and voids all prior and
contemporaneous understandings, proposals, letters, agreements or conditions
expressed or implied, oral or written, except as herein contained. Any
amendment, modification, waiver or discharge of any requirement of the
Agreement will not be effective unless in writing signed by the parties hereto or
by their authorized representatives.
10. Headings. The headings in this Agreement are for convenience and reference
and are not intended to define or limit the scope of any provision of this
Agreement.
11. Third Parties. Nothing contained in this Agreement shall create a contractual
relationship with or a cause of action in favor of a third party against the parties to
this Agreement.
IN WITNESS WHEREOF, the parties have executed this Agreement as of the day and
year first hereinabove written.
INTEGRATED TECHNOLOGY GROUP, A DIVISION OF VERNON LIBRARY
SUPPLIES, INC.
By:r..
Shai Robkin
President
5000 Miller Court East
Norcross, GA 30071
Taxpayer Federal I.D. #58-1605770
Countersigned:
Date
Witness:
Date: -as ) p
CITY OF CLEARWATER, FLORIDA
By: .. 7T
William B. Horne, II, City Manager
Attest:
8
vAEPY?OFt
E. Goudeau, City Clerk
Frank V. Hibbard, Mayor
5000 Miller Court East
Norcross, Georgia 30071
sales@integratedtek.com
integrated
Tall Free Phone: 1-877-207-3127
Fax: 1-877-207-3129
www.intogratedtok.com
The ITG XpressCheck Is designed so that patrons can checkout materials without the assistance of staff. It can be used with
electromagnetic (EM), radio frequency (RF), and RFID security systems or without interface to any security system.
ITG XpressCheck Medalloln kiosk includes a modern, ultra-compact klosk design appropriate to libraries designed In a contemporary style. It is available in
counter-top and free-standing models and comes equipped with an atttractive and reliable NCR Integrated computer/monitor. It Includes:
D graphical, customizable, patron-friendly software interface
I state-of-the-art computer
`i NCR's incomparable touch screen monitor
7 built-in bar code scanner
n exceptional, built-in cable management
J receipt printer (with optional dual-sided printing)
The ITG XpressCheck TM Countertop Kiosk is designed to sit on top of a library-supplied counter or desk. With the surface at the correct height, the unit is
ADA-compliant.
The ITG XpressCheck Free-standing Kiosk is ADA compliant and can be located anywhere in the library where there Is access to power and the library's
Ethernet network, elther by cable or wireless.
VEC0300MED HARDWARE: ITG XpressCheekTM Counter $ 11,995.00 9 $ 8,396.50 Each $ 75,568.50
Kiosk Medallion Style.
SOFTWARE: ITG XpressCheck OR Polaris
ExpressCheck
Plus all necessary Integration software
(SIP2, ITG API as requlred)
Optional Extras
NWAWAi
THERMPAPER Thermal Receipt Paper (24 roll case) $ 68.40 1 $ 68.40 Each $ 68.40
ITG XpressCheck Management Console allows system administrators to configure multiple ITG XpressCheck systems quickly and
simply. Changes can be made to all machines simultaneously, or groups of machines selected by easily readable "friendly" machine
names. Using folder shares, over your network, the ITG XpressCheck Management Console can update configuration settings,
Image files, sound files, and distribute product patches or updates. Integration Into the existing configuration Interface Is virtually
seamless. The purchase price also includes one ITG XpressCheck license for the system administrator's computer to enhance
remote configuration capabilities.
XCMC Management Console for Remote Acimn. $ 11200.00 Included Each FREE
XCMAGST Mag Stripe Reader $ 180.00 9 $ 180.00 Each $ 1,620.00
XCTOPPER Standard Screen Topper $ 125.00 $ - Each $ -
XCTOPPER Custom Screen Topper . $ 250.00 $ Each $
Fines and Fees.:: ;
ITG XpressCheck's Fines and Fees patron seK-payment module allows patrons to pay fines and fees with either credit or debit cards
and, optionally, with cash. Must be used In conjunction with the Authorize.net payment gateway and the library's existing merchant
account. Each library system purchases a single system license and one client license per self-checkout station.
Apex XpressCheck Quotation
Integrated Technology Group,
A Division or Vernon Library Supplies, Inc.
Page 1 of 2
5000 Miller Court East Toll Free Phone: 1-877-207-3127
Norcross, Georgia 30071 Fax: 1-877-207-3129
sales@integratedtek,com Cintaggrated www.integratedtok.com
Prices abdve include first year's support and maintenance.
The Install and Shipping Is based in a single time installation for all 9 units, if this Is changed by customer, we would need to requote.
Annual Support and Maintenance for ears 2-5 is offered with a 25% discount totalling the amount of: $ 38,000.00
Total Pric® Includin Mairtenance: $ 164,053.19
Apex XpressCheck Quotation
Integrated Technology Croup,
A Division of Vernon Ubtety Supplies, Inc.
Page 2 of 2
Grand Total: $126,053.19
Note;
. kwc, on MW_ In+ a,
0 ITC5
'Nfea-Aweu're.L'NNXOQq "Our
ITG XpressCheck Components
ITG XpressCheckTM Patron Self-Service System
Bar Code Based Self-Checkout (for use with RF security or for libraries without security systems)
Software features:
• Easy-to-use patron interface designed by NCR -the world leader in self-service
• Includes many standard features other companies charge extra for, including AVXpressTM case
unlocking and Fines and Fees payment modules
• Two-way remote messaging
• Store and Forward allows self-checkout to continue if SIP server is offline or unavailable
• Easy for library staff to customize screen messages, graphics, animations, screen colors,
backgrounds, audio and receipt messages and distribute from one networked PC with optional
Management Consoler""
Hardware configurations:
• Freestanding kiosks or countertop units; individual components offered for installation in or on
existing furniture
• Includes compact, one-piece NCR integrated computer and 17" touch screen monitor with
keyboard and mouse, built-in bar code scanner and graphics-capable thermal receipt printer
• Standard finish is black and silver; custom options available
• Can be retrofitted with RFID equipment
• Supports green initiatives by offering scalable, energy-efficient processor options based on
Intel'* Corer' microarchitecture. The kiosk delivers high performance while consuming 60% less
power than a standard PC and 17" monitor.
Companion Products:
• Kwik Case• AV case unlocker
• OneTimeTM Case unlocker
• Fines and Fees payment: pay fines and fees at self-checkout with debit or credit card (requires
merchant account and Authorize.net gateway) and/or Cash and Bill Acceptor
• DiscXpress II'm Secure Automated Disk Delivery System: a scalable storage and delivery system
for valuable AV materials
• Customizable, colorful unit toppers to instruct and attract users
Specs:
ITG XpressCheck Hardware Countertop units:
• 18" w x 23.5" d x 23.5" h
• weight including monitor: approx. 50 lbs.
• Single-sided thermal line printer - power: 24 V DC; weight - 3.9 Ibs; dimensions - 5-5/8 in. W x 8
in. D x 5-1/4 in. H.
• Power requirements: 110 V AC - min 15 amps (dual outlet required).
Integrated Technology Group
A Division of Vernon Library Supplies, Inc.
9
Page 2
• Requires access to the library's network (via Ethernet or wireless connection)
• Requires SIP2.0 (can be acquired from the library's ILS vendor)
NCR Integrated Computer and Touch Screen Monitor:
Processor and Motherboard
• Mobile Intel GM 45 Express Chipset
• Scalable mobile processor options:
Intel CoreTm 2 Duo T7500, Intel Celeron® 575
• Speed-controlled CPU fan for lower noise
• Intel AMT 4.1 remote management
Memory and Storage
• Configurable up to 8GB DDR2 memory
• 80GB Serial ATA (SATA) hard drive
• Optional solid state drive
Touchscreen
• Proven capacitive touch technology
• 17"high brightness, high contrast LCD
Connectivity
• Two powered serial ports
• Seven type-A USB connectors
• Audio in, audio out, ADA audio out for kiosk applications
• DVI-I connector on 1/0 board supports DVI and VGA displays
• MIC input and headphone output
• High-speed Gigabit Ethernet
Standard Features
• Stereo speakers
• Motion detection
• Secured USB ports for MSR, biometrics and wireless
• Integrated signage system
Optional Features
• Omni-directional scanner
• USB bi-directional magnetic stripe reader
• Receipt or full-page printer options with two-sided-thermal (2ST®) capability
• Global support for USB 802.11(b/g) wireless
Operating systems:
• Windows' XP Professional
• Windows XP Embedded
• POS ready 2009
Integrated Technology Group A Division of Vernon Library supplies, inc.
inteprated,+?
Integrated Technology Group's One Year, Limited Product Warranty
Integrated Technology Group (ITG) warrants that the equipment provided in conjunction with
ITG's Apex XpressCheckTM, Apex RFIDTM, Vista SortingTM and/or other ITG-developed and
supplied system(s) to be free from factory defects for a period of one year from the date of
installation.
This limited warranty does not extend to any ITG product which, in the sole judgment of ITG
has been subjected to abuse, misuse, neglect, improper installation, or accident, or any damage
due to use or misuse produced from integration of the RFID products into any mechanical,
electrical, or computer system. Further, any abuse, misuse, neglect, improper installation,
accident, enhancement, modification, alteration or change made without ITG's written consent
will invalidate ITG's Limited Product Warranty.
In the event that it is determined the equipment failure is covered under this warranty, ITG shall,
at its sole option, repair or replace the piece of equipment with functionally equivalent or better
equipment and return such repaired or replaced equipment without charge for service or return
freight.
This limited warranty, except as to title is in lieu of all other warranties or guarantees, either
express or implied, and specifically excludes, without limitation, warranties of merchantability
and fitness for a particular purpose under the uniform commercial code, or arising out of custom
or conduct. The rights and remedies provided herein are exclusive and in lieu of any other rights
or remedies.
In no event shall ITG be liable for any indirect or consequential damages, incidental damages,
damages to person or property, or other damages or expenses due directly or indirectly to the
purchased equipment, except as stated in this warranty. In no event shall any liability of ITG
exceed the actual amount paid to the Integrated Technology Group for a specific piece of
equipment involved in the incident..
5000 Miller Court East
Norcross, GA 30071
Tel. 1-877.207.3127(volce)
1-877.207.3129(fox)
www.integratedtek.com
Copyright ® 2009
Integrated Technology Group
Last Edited: 5/20/2009
A Division of Vernon Library Supplies, Inc
. f-?c_bvryn4-
APEX
_ tnte
Annual Maintenance and Support for ITG RFID Products
Product Support
ITG provides support for Apex RFID through both a web-based interface and through
telephone support. Telephone support is available Monday-Friday from S_OOam to
6:00pm, local time. Additionally, ITG employs the Wachter Corporation, a hardware
support firm, as a subcontractor to provide onsite service for Apex RFIDTM components.
Qnsite service is available during library hours. Phone and web-based support is provided
directly through ITG's Customer Service group. If a hardware issue is determined by ITG
staff, Wachter personnel will be dispatched to the Library to diagnose and repair the
problem. If a software issue is identified, ITG will resolve the problem using a remote
connection to the equipment. ITG is committed to a response time of no more than two
(2) hours for phone or web requests for service and four (4) hours for issues reported by
the Library that require onsite support.
The following chart shows how information is gathered by ITG support and how ITG
responds to support issues.
Customer submits a support issue.
Support team reviews the
issue and assigns it to the
appropriate support rep.
The support rep addresses
customer's issue and responds
by phone or email.
If the response could benefit
other customers, the rep
publishes the response in
ITC's searchable FAO list
that all customers can
mew.
The support rep responds
with a solution based on the
information provided by the
customer.
1 1
The customer provides any
additional information requested
by the support rep.
5000 Miller Court East
Norcross, GA 30071
Tel. 1-877.207.3127(voice)
1-877.207.3129(fox)
www.integratedtek.com
Copyright ® 2009
Integrated Technology Group
Last Edited: 4/21/2009
A Division of Vernon Library Supplies, Inc
?;t.
APEX
Annual Maintenance and Support for
ITG RFID Products ?ntograted =ft
Tasks
• Submission: A customer submits an issue from the online Help Desk and selects
a category for the issue. URL for the Integrated Help Desk:
http://www.integratedtek.com/content/support.asp
• Review: All representatives assigned to the selected support category are notified
by email immediately when a new issue has been submitted. After researching the
issue and reviewing the customer's profile, a representative responds to the
customer by telephone or by email.
• Work with the Customer (Responses/Updates): Further updates to the issue,
provided by the customer or the support representative, are shown internally and
to the issue submitter.
• Resolved / Public Issue: Once the question has been resolved to the satisfaction
of the customer and the representative, the issue status is changed to resolved.
The support rep can choose to make the resolution public as part of a support
knowledgebase if the response is helpful to other customers. The rep sends an
email to notify the customer the issue has been resolved, together with a link to
the resolution.
Benefits
• Because all representatives are notified when a customer submits an issue,
resolution is fast. Notifications do not depend on a rep being available by phone;
all reps assigned to a product category are notified simultaneously. The first
available rep handles the issue.
• If the issue reported needs to reassigned based on providing the right expertise to
solve the problem, or needs to be escalated to a more senior representative, the
receiving rep can instantly re-assign the issue to the right resource person. This
person is automatically notified by email. This methodology ensures that the most
appropriate representative is always assigned to the customer's issue.
• After login to the support system, a rep can see how many new issues have been
reported. The details of all issues are available, and the representative can
respond directly from the site without having to depend on access to email.
Support is available as long as the support representative has access to the
internet.
2
APEX
Annual Maintenance and Support for
ITG RFID Products ?RtogratedWa
• Along with the publicly available support database, reps have access to an internal
technical database that provides additional information to solve customer
problems. Once a problem is resolved the first time, all other customers benefit
from the results.
• When a customer uses the online Help Desk for support; the customer is
automatically provided with a standard procedure for reporting issues and
provided documentation on issue resolution.
The following pages include a sample ITG Support Agreement.
3
ev__
APEX
Annual Maintenance and Support for
ITG RFID Products Cintograted
Sample Terms and Conditions for Support and
Maintenance
These Terms and Conditions of Support and Maintenance are evergreen in nature and do
not expire. The Customer or Integrated Technology Group (ITG) may terminate this
agreement at any time for any or no reason. Billing cycle for Support and Maintenance
will be on an annual basis beginning with the anniversary date of the first shipment of
equipment or software to the Customer. Billing for Support and Maintenance for products
shipped after the first shipment will be pro-rated in such a manner to insure that all
products remain co-terminus.
(a) Coverage. Integrated Technology Group (ITG) will provide Customer support
and maintenance services on an annual basis subject to ITG's Equipment Lifecycle
Policy and payment of the annual Product Support and Maintenance Fee. The following
services will be provided during the period covered as described below:
(i) With the exception of consumable supplies (e.g. print ribbons) and parts
with specified limited usage life spans (e.g. printer heads), ITG will repair
or replace hardware components unless such failure is caused by the
Customer, as determined by ITG in consultation with the Customer.
Replacement parts, be they new or refurbished, will be equal to or better
than the parts being replaced. Replacement parts will be provided on an
exchange basis. End of Support (EOS) for Hardware products is specified in
the attached document entitled Apex RFID Maintenance and Equipment
Lifecycle Policy.
(ii) In the event that the Customer reports material bugs or defects in the
Software, ITG shall use commercially reasonable efforts to correct or
replace the Software or provide the services necessary to remedy any
programming error attributable to ITG that significantly affects the
functionality of the Software.
(iii) ITG shall provide points of contact for Customer to report Product
problems, failures and defects and to request Product changes and
enhancements. Only those individuals specifically designated by the
Customer shall contact ITG in regard to such matters and ITG is not
obligated to respond to any other employees except those specifically
designated.
4
APEX
i Annual Maintenance and Support for
ITG RFID Products lJI#II'QP8lI3dwv
(iv) ITG support shall be available during all regular operating hours of the
library. ITG shall respond within 24 hours to determine the nature of the
error or defect in the product. ITG shall provide the maintenance and
support services during the service period by telephone, facsimile, email,
modern, on site visit or any other means which its deems appropriate, at its
sole discretion, to adequately provide those services.
(v) As a part of this, agreement, ITG shall supply Customer any and all updates,
improvements, and modifications to the Licensed Programs that ITG makes
available to its licensees generally without charge, provided that ITG
reserves the right to charge separately for new options or new applications
that, in the discretion of ITG, constitute a new software product. Such
updates, improvements, and modifications shall be provided to the
Customer within the framework of periodic official releases. Software
support will be limited to the two most recently distributed releases.
(vi) Maintenance services to be provided by ITG under this Agreement do not
include:
(a) Correction of errors arising from changes, alterations, additions or
modification by persons other than the employees or agents of ITG
or caused by the operation of the Product other than in accordance
with the operating specifications
(b) Correction of errors arising from the fault, neglect, misuse or
omission of the Customer or its servants, agents, contractors, or
invitees, or any other person whether or not that person is under
the control or direction of the Customer
(c) Rectification of errors or defects caused by the incorrect or
unauthorized use, modification, revision, variation or translation of
the software by the Customer or its servants, agents, contractors or
invitees
(d) Repair of damage arising from the failure or surge of electrical
power, fusion, fire, air conditioning malfunction, damage caused in
transportation or any other environmental factor or cause other
than a cause arising from normal use of the Product
(e) Correction of errors caused by the use of computer programs not
licensed by ITG for use by the Customer
5
V
APEX
Annual Maintenance and Support for
ITG RFID Products Integrated
(b) Assi meet of Warranties on Hardware Products. In addition to ITG's obligations
under the Maintenance Agreement, ITG hereby assigns to the Customer all rights of ITG
under any manufacturer's warranties applicable to Hardware Products purchased under
this Agreement to the extent such assignment is permitted under such warranties. Such
assignment will be effective upon payment of the Total Purchase Price and all other
charges invoiced for the shipment of the Products. Except as provided hereunder or
pursuant to an executed Maintenance Agreement, ITG shall have no obligation to provide
maintenance support or other services for Hardware Products purchased under this
Agreement.
(c) Limitation on Services. Notwithstanding the above, in the event that Customer or
any third party enhances, modifies, alters or otherwise makes any change to the Products
without the prior express written consent of ITG, ITG shall have no obligation
whatsoever to provide maintenance or support of such Products at any time after such
enhancement, modification, alteration or change. Notwithstanding anything herein to the
contrary, ITG's obligation to provide maintenance and support for the Licensed Programs
shall extend only to the most recent version and the next most recent version of the
Licensed Programs provided to Customer.
(d) W ades. The information technology industry is very dynamic and marked by
frequent product replacement and upgrades. With respect to hardware and third party
software, Customer retains the responsibility for the costs of purchase and installation of
said upgrades necessary to maintain the functionality of system.
(e) Customer Oblations. During the term of this Agreement, Customer has
responsibility to provide:
(i) Customer shall provide ITG with sufficient documentation, information,
assistance, support and test time on Customer's computer system to
duplicate any reported problems, certify that the problem is with the
Products, and certify that the problem has been corrected. ITG will be
provided with remote access to systems to aid the troubleshooting and repair
process. .
(ii) Customer shall designate specific employees who will be trained in all
aspects of the products, including trouble shooting. These, and only these
employees, may contact ITG for matters related to this Agreement.
Customer shall perform problem definition activities and any remedial or
corrective actions as described in the Licensed Programs customer manuals
and other system documentation provided to Customer by ITG prior to
seeking assistance from ITG.
6
APEX
Annual Maintenance and Support for
ITG RFID Products tntegroted
Customer is responsible for performing scheduled preventative maintenance
as per product specifications.
(v) Customer shall provide ITG's Maintenance personnel with proper and safe
access to the equipment and software at all requisite times for the purpose of
providing the maintenance services.
(vi) Customer will provide ITG with at least 30 days written notice of the
Customer's intention to move the equipment to a location other than the
premises.
Agreed upon on 10 day of month, @p ( L7
Signature below indicates agreement to all written terms:
Vernon Library Supplies, Inc
d.b.a. Integrated Technology Group
r .
Signature
5000 Miller Court East
Norcross, GA 30071
Phone: 877.207.3127
Fax: 877.207.3129
a3 l?i7
Date
Customer:
Print Name:
Title:
Signature
Address:
City, ST, Zip
Phone:
Fax:
E-mail:
Date
7
? ktk ryw (\+ S
integrated ;:?*
Apex RFID Maintenance and Equipment Lifecycle Policy
The purpose of the Apex RFID Maintenance and Equipment Lifecycle Policy is to set
product End of Support (EOS) expectations. The information technology industry is very
dynamic and marked by frequent product obsolescence. In order to protect customer
investment in their system, EOS dates and options should be clearly understood. This
policy is available to customers that have kept their equipment under continuous
coverage of a maintenance agreement. ITG will maintain product support under the
following terms:
For all but Security Pedestals and Automated Materials Handling (AMH)
products:
a. EOS for these hardware products is set at 6 years (1 year warranty plus 5
years support agreement):
b. Prior to EOS, customer and ITG should do an evaluation to determine if
continued support is possible. If so, the maintenance agreement will be
renewed for a specific period of time as agreed by the two parties.
c. On EOS date, customer has a number of options available:
i. Support will be made available on a best effort, per incident basis,
at the then current labor rates. All efforts will be made to affect
repairs on said equipment but results may be limited by availability
of parts or inventory.
ii. ITG offers a convenient program that allows customers to upgrade
their equipment to the current levels at a 35% discount. This
upgrade along with a renewed maintenance agreement will reset
the clock for an additional 5 years. This program will be made
available well in advance of the EOS date should customer decide
to keep equipment current throughout the life of their system.
2. Security Pedestals
a. EOS for these hardware products is set for 8 years (1 year warranty plus 7
years support agreement)
b. Prior to EOS, customer and ITG should do an evaluation to determine if
continued support is possible. If so, maintenance agreement will be
renewed for a specific period of time.
c. On EOS date, customer has a number of options available:
i. Support will be made available on a best effort, per incident basis,
at the then current labor rates. All efforts will be made to affect
repairs on said equipment but results may be limited by availability
of parts or inventory.
5000 Miller Court East Copyright ® 2008
Norcross, GA 30071 Integrated Technology Group
Tel. 1-877.207.3127(voice) Last updated: 2/6/2008
1-877.207.3129(fox)
www.integratedtek.com A Division of Vernon Library Supplies, Inc
WWII?
F"
ii. ITG offers a convenient program that allows customers to upgrade
their equipment to the current levels at a substantial discount. This
upgrade along with a renewed maintenance agreement will reset
the clock. for an additional 7 years. This program will be made
available well in advance of the EOS date should customer decide
to keep equipment current throughout the life of their system.
3. AMH Products
a. EOS for these product is set for 10 years (1 year warranty plus 9 years
support agreement)
b. Prior to EOS, customer and ITG should do an evaluation to determine if
continued support is possible. If so, maintenance agreement will be
renewed for a specific period of time.
c. On EOS date, customer has a number of options available:
i. Support will be made available on a best effort, per incident basis,
at the then current labor rates. All efforts will be made to affect
repairs on said equipment but results may be limited by availability
of parts or inventory.
ii. ITG offers a convenient program that allows customers to upgrade
their equipment to the current levels at a substantial discount. This
upgrade along with a renewed maintenance agreement will reset
the clock for an additional 9 years. This program will be made
available well in advance of the EOS date should customer decide
to keep equipment current throughout the life of their system.
Installation services for actions resulting from options presented above, whether on-
site or remote, are billable at normal installation rates. While this document is specific
to hardware components, all terms related to software and software support remain as
stated in the original maintenance agreement
Integrated Technology Group 2 Last updated: 2/6/2008 5:19 PM
A Division of Vernon library supplies. Inc. Proprietary and Confidential
9