CCR1985040RESOLUTION 1140-85
AUTHORIZING EXECUTION OF SUPPORT SERVICES AGREEMENT
(Gordon Flesch Company, 1nc.-NBI Eqpt.)
BE IT RESOLVED that the Common Council of the City of Muskego,
upon the recommendation of the Finance Committee, does hereby
approve the Support Services Agreement between the Gordon
Flesch Company, Inc. and the City of Muskego for the NBI
Systems at the Police Department and City Hall.
BE IT FURTHER RESOLVED that the Mayor and Clerk are authorized
to execute said agreement in the name of the City.
DATED THIS ab& DAY OF )?A- , , 1985.
FINANCE COMMITTEE
Ald. Edwin Pr-Qumke -
Ald. 4LP- Rdlph Tomczyk
ATTEST:
City Clerk
2/85
jm
6 Support Services Agreement No. __
GORDON PLESCH COMPANY, INC.
SUPPORT SERVICES AGREEMENT
Agreement dated as of the __ day of , 19-, between Gordon Flesch
business at 2101 West Beltline Highway, Madison, Wisconsin 53713. and
Company, Inc., (hereafter “GFC”) a Wisconsin corporation, having its principal place of
Customer Name
Address WP P.O. Box 903
Gordon Flesch.Cornpany Branch Office MilwlukDD
described NBI Systems from GFC. As part of the system purchase contract, GPC agreed
Customer, by a separate contract with GFC, has agreed to purchase one of the hereafter
The purpose of this Agreement is to identify the obligations of GFC and Customer with
to provide Standard Support Services to Customer for no additional charge to Customer.
any Optional Support Services Customer desires to purchase from GFC, and the terms
regard to the Standard Support Services GPC will provide to Customer, and to identify
and conditions of the purchase of those Optional Support Services.
GFC and Customer agree as follows:
L STANDARD SUPPORT SERVICES
GFC will provide Standard Support Services 89 indicated below.
SYSlXFd 4000S/4000SC
- One Pre-installation Call - One operator per workstation trained on Basic Word Processing - One on-site follow-up call to be used within 30 days following instdation - Telephone support as needed from GPC Marketing Support Representatives
SYSl‘EMS 0 AND 64
- Two Pre-installation calls - One operator per word processing workstation trained on Basic Word PmceSing - One Administrator Training per ICU (including: Basic Word ProcesPing, one half-
- Three on-site follow-up calls to be used within 90 days following installation - Telephone support as needed from GPC Marketing Support Representatives
day Administrator Seminar, Special Feature Seminars, excluding Communications)
SYSTEM 2000
- Pre-installation call by GFC field engineer regarding Multi-Net installation - Documentation on OASys 2000 word processing operation for each 2000 - One set of documentation for each licensed software package purchased - Telephone support as needed from GFC Marketing Support Representatives on NBI
- Telephone support from NBI PC Support Center for NE1 licensed software per NBI,
word processing capabilities
Inc. policy
IL OPTIONAL SUPPORT SERVICES AND PRICE LIST
GFC will provide Customer wlth the Optional Support Services selected by Customer at
the prices shown.
Basic Word Processing Training Class ................................. S150/Student - Prerequisite Module plus 12 hours of Classroom Training
System Administrator Support Package.. ........................ .SJOO/Adminfstrator
(Systems 8 and 64) - Two On-slte Pre-installation Cah - Basic Word Processing Training Class - Half-day Administrator Seminar - Special Feature Seminars (Excluding Communications)
Advanced Word Processing Seminars (Approx. 1/2 Day Each) .............. $50/Student
Special Feature SeminaR (Approx. 1/2 Day Each) - Records Processing ............................................ $50/Student
. Stat/Math .................................................... $50/Student
. Forms ....................................................... $50/Student . Equations .................................................... S50/Student - Stored Keystrokes $50/Student
Spelling.. SSO/Student . .................................................... .............................................
. AdvancedStored Keystrokes .................................... $50/Student . Asynch/Bisynch Communications ............................... .tlOO/Session
. 3270 Communications.. ....................................... .S100/Session
Conducted on-site for all operators to attend
Conducted ontiite for all operators to attend
System 2000 Word Processing Raining (One Day or Two Half-days) ........ SSO/Student - Conducted Prior to Installation of 2000
On-site Follow-up Cd ................................................. .SSO/Hour - Mlnimurn 1 hour
Surcharge for On-Site Support - Accounts located more than 25 miles from GPC Iocation ................. .50%
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Support Contract 0 Support Contracts may be purchased at $20 per unit (minimum contract of 25 units)
to be redeemed for aforementloned support services as follows:
Basic Word Processing Training Class .6 Units/Student
System 2000 Word Processing Training .2 UnitdStudent
System Administrator Support Package.. ................. 12 Unlts/Admin?strator
.......................... I .........................
Advanced Operator Seminar .................................. .2 UnitdStudent
Special Feature Seminar ...................................... 2 UnitdStudent
Communications Seminar.. .................................... 4 Units/Session
On-site Follow-up Call.. ........................................ 2 UnitsMour
Customer agrees to pay GFC the total prlce of Optional Support Services purchased as
hereafter provided in this Agreement.
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UL NE1 TRAlNING AND SUPPORT - STANDARD SUPPORT AC?7YITIES
STANDALONE WORKSTATION
Pre-Installatlon Support PRE-INSTALLATION CALL
To assure Customer orientation and preparation before
system Installation, the NBI Support Representative will
conduct a pre-installation call for the System Customer.
The Support Representative will discuss in complete detail
operators to attend Basic Word Processing Training class
the Customer Training and Support Policy, schedule
and answer questions regarding equipment installation.
Word Processing Training BASIC WORD PROCESSLNG TRALNING
This three hali-day tralnlng class, conducted at GPC
trainlng facility by a GPC Support Representative, is
designed to provide the operator with an orientation to the
NBi product Hne and word processing concepts, a high
comfort level with all customer education materials and
through utilization of hands-on exercises, an understanding
of basic system functionality. This training will be
provlded to one operator per workstation. (See paragraph
of this Agreement entitled "NE1 Basic System Training" for
a more detailed description of the Basic System Training).
OnCoing Support TELEPEONE SUPPORT
To provide fast and efficient response to Our CuStOmerS,
GFC will provide telephone support through Our local NBI
office to those operators who have attended Basic Word
Processing Training.
OPTIONAL SUPPORT AIXMTES
GFC will offer each Customer a comprehensive series of
training, seminars and on-site support chargeable under
current Support Pricing Policy.
0 NBI TRAINING AND SUPPORT - STANDARD SUPPORT ACTIVlTIES (Continued)
OASys INTEGRATED CONTROL UNIT (ICU)
I
System Administrator PRE-INSTALLATION VISIT.- I
Package
designed to assist the System Administrator in planning for
This visit, conducted by a Support Representative, is
the installation of the ICU. Through the utilization of NBI
Planning Guide, the System Administrator will become
introducing and monitoring operator training and specifics
familiar with suggested procedural standards, ideas for
related to system functionality.
PRE-INSTALLATION YIS" - II
to the Customer location to meet with the System
NE1 Support Representative will schedule a two-hour visit
procedures and operator training. In addition, this visit will
Administrator in order to review the plans made for system
provide the Support Representative an opportunity to visit
with each operator to discuss functionality of their
questions they may have.
equipment, schedule their training and answer any
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SYSTEM AD"TRAT0B TRAINING SEMINAR
This half-day seminar, conducted at NE1 training facility by
an NB1 Support Representative, is designed to provide the
System Administrator with an additional level of
reinforcement relating to advanced functionality and
procedures associated with a shared system. This seminar
will be provided to one System Administrator per ICU.
SPECLAL FEATURE SEMLNARS
CFC will provide to one System Administrator per ICU. a
half-day seminar conducted at NBI training facility by an
purchased. These seminars will provide the System
NBI Support Representative, lor each special feature
Administrator with a detailed review of feature
requirements. The following special features are included
functionality and insight into specific application
as part of this package: Statistical/Math, Records
Processing, Forms Fill-In, Spelling, Equations, Stored
Keystrokes, Advanced Stored Keystrokes.
Asynchronous/Bisynchonous orientation and 3270
Emulation orientation sessions are held one time at the
Customer's location. These sessions are for FJI operators to
attend and are chargeable under the current Support
Pricing Policy.
Prerequisite lessons may be required for seminar
attendance.
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Word Processing Training BASIC WORD PROCESSING TRAINLNC
This three half-day training class, conducted at NBI
training facility by an NE1 Support Representative, is
designed to provide the operator with an orientation to the
comfort level with all customer education materials, and
NBI product line and word processing concepts, a high
through utilization of hands-on exercises, an understanding
of baslc system functionality. This trainlng will be
and one System Administrator per ICU.
provided to one operator per word processing workstatlon
On Going Support ON-SITE FOLLOW-UP VISITS
To assure contlnued Customer satisfaction, the NBI Support
two hours each per ICU to the Customer's office. These
Representative will schedule three visits of approximately
vlsits will include reviewing the progress of operator
tralning, answering questions related to specific operation
of the equipment and offering suggestions, if necessary, for
effective utlllzatlon for the NBI product. These visits must
be scheduled within the first 90 days of installation.
TELEPEONE SUPPORT
To provide fast and efficient response to our Customers,
GFC will provide telephone support through the local NBI
offlce to those operators who have attended Basic Word
Processing Training.
OPTIONU SUPPORT AmS
GFC will offer each Customer a comprehensive series of
training, seminars and on-site support chargeable under
current Support Pricing Pollcy.
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TV. DESCRIPTlON OF SUPPORT SERVICES
J TWNG CLASS
BASIC WORD PROCESSING Three Half-Day Basic Word Processing Training at GFC
- Orientation to NBI OASys product line
facility includes:
- Orientation and utilization of training materials - Hands-on practice of Record, Edit, Print and Directory
- Periodic review sessions provided to reinforce and ensure
functions
retention
SYSTEM ADMINISTRATOR System Administrator Support Package for ICU
SUPPORT PACKAGE Customers. This package includes: - A Basic Word Processing Training Class - An on-site visit to the Customer's location to begin
planning for system installation and procedures
- A second on-site visit by a Support Representative to
implementation and to overview system functionality
review all operation and training procedures developed
and to arrange dates for operator training
facility which reinforces the System Administrator's
understanding of the ICU features and system procedures
for maximum equipment utilization
packages the Customer may have purchased, excluding
communications
- A System Administrator Training Class at the GFC
- Special Feature Seminars for any optional software
HALF-DAY SEMINARS
ADVANCED WORD
PROCESSING SEMINAR System Administrators who desire additional assistance in
Advanced Word Processing Seminar for operators and
seminar is conducted at the GPC facility.
more sophisticated word processing functions. This
SPECIAL FEATURE Special Feature Seminar lot Customer with specific
SEMINARS software packages:
Spelling Equations
Recorda Processing
Statistical/Meth
Advanced Stored Keystrokes
These seminars are conducted at the GFC facility.
Prerequisite lessons may be required for seminar
attendance.
Forms
Stored Keystrokes
SEhUNARS
COMMUNICATIONS
is a "hands-on" orientation to communications and a review
Asynchronous/Bisynchronous Communications Seminar
of the customer education materials.
3270 Communications orientatlon provides basic 3270
knowledge and a review of the customer education
materials.
Both the Asynchronous/Bisynchonous orientation and 3270
Emulation orientation sessions are held one time at the
attend and are chargeable under the current Support
Customer's locatlon. These sesslons are for all operators to
Pricing Policy.
Prerequisite lessons may be required for seminar
attendance.
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B.
C.
V. SUPPORT SERVICE LIMITATIONS
Standard Support Services described herein and those Optional Support Services
Custom& understands that GFC is only obligated to provide Customer with the
selected at the time of signing of this Contract and paid for by Customer. The
Optional Support Services prices are applicable only at the time of signing Of this
Contract. U'Customer desires additional Optional Support Services after execution
of this Contract, the prices may vary from those stated in this Agreement. This
Agreementdoes not include any supplies or any maintenance of software or
hardware.
GFC's obligation to provide Customer with any of the Support Services described
herein is contingent upon the following:
1. The Equipment must be unmodifled and properly maintained at the latest NBI
revision level, includlng current hardware and software level for services under
described on page one of thls Agreement).
this Agreement. (Equlpment Is one of the Systems purchased by Customer and
2. In the event the Equipment is not under NBI warranty or under existing GFC
subject to inspection by GFC to determine If it Is In good operating condition. Maintenance Agreement or Support Services Agreement, the Equipment shall be
The inspection and any repairs, adjustments or software updates deemed
necessary by GPC shall be made at GPC per-cd or relevant rates and terms
then in effect and prior to commencement or continuation of SUpport Service.
3. Customer shall pay for all Optional Support Servlces in a tlmely fashion.
selected by Customer during the period of 900 a.m. and 5:OO p.m., Monday through
GFC will provide Standard Support Services and the Optlonal Support Services
rlght to determine the assignment of its employees. Tralnlng sessions shall be
Friday, local tlme, except during GFC observed holidays. GFC reserves the Sole
scheduled by GPC during its regularly scheduled time for tralning.
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D. Customer is responsible for the following:
1. Customer shall provlde GFC full and free access to the equipment during the
period of this Agreement.
2. Customer's representative shall be on the Customer's premises during GFC's on-
slte calls and shall authorize all Support Services to be performed.
3. CUSTOMER HAS BEEN ADVISED AND UNDERSTANDS THAT INFORMATION
STORED IN THE NBI EQUIPMENT MAY BE LOST IF BACK-UP IS NOT
PROVIDED AND ACKNOWLEDGES THAT GFC HAS RECOMMENDED THAT
CUSTOMER EMPLOY A BACK-UP SYSTEM, AND CUSTOMER AGREES IT IS
SOLELY RESPONSIBLE FOR BACK-UP AND THE SECURITY OF RECORDED
INFORMATION. CUSTOMER AGREES TO HOLD GFC HARMLESS FROM ANY
CLAIMS OF OTHERS ARISING FROM THE FAILURE OF CUSTOMER TO
PROVIDE SUCH ADEQUATE BACK-UP OR SECURITY.
1.
2.
3.
1.
2.
3.
4.
Charges will be invoiced on the date of the performance of Support Services by NBI.
Payment of all charges wlll be due ten (10) days after the date of the invoice for
such charge.
(1 ID%) per month but if this amount exceeds the maximum permltted by law, then
All past due amounts will be messed a late charge of one and one-half percent
the parties agree the late charge shall be the maxlmum permitted by applicable law.
YIL LIMITATION OF LIABILITY AND WARRANTY
CPC's llabillty to the Customer (whether in contract or tort, including negligence)
for damages of any nature shall not exceed the total charges paid or payable during
the Term of this Agreement.
No actlon (whether In contract or tort, including negllgence) arising out of the
performance of Support Services under this Agreement may be brought by either
party more than three (3) years after the cause of action accrues except that an
actlon for nonpayment may be brought within three (3) years of the date of the last
payment.
IN NO EVENT WILL GPC BE LiAELE FOR ANY LOSS OF USE, DATA, OR PROFITS
OR ANY SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES IN CONNECTION
WITH OR ARISING OUT OF THE PERFORMANCE OF, OR FAILURE OF
PERFORMANCE OF, OR USE OF ANY PRODUCT OR SERVICE PROVIDED
SUCH DAMAGES.
PURSUANT TO THIS AGREEMENT, EVEN IF ADVISED OF THE PROBABILITY OF
GFC DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ALL
PURPOSE.
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR
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5.
I.
1.
2.
3.
4.
5.
GFC shall be released from its obligations under this contract to the extent that it is
prevented from performing them by circumstances beyond its control or failure of
Customer to cooperate in the Equipment service or to meet its obligations
hereunder.
Ym. RELOCATION
Support Services provided under this Agreement will be continued upon receipt by
GFC of thirty (30) days prior written notice by Customer of its intent to relocate
Equipment within the service area of a CFC office. GFC reserves the right to
discontinue Support Services for Equipment relocated outside the service area of a
local GFC office.
IX. GENERAL
This Agreement is not assignable without the prior written consent of CFC. Any
attempt to assign or transfer any of the rights, duties or obligations of this
Agreement without such consent is void.
The term "this Agreement" as used herein includes any future written amendments,
modifications or supplements made in accordance herewith.
If the Customer fails to pay any amounts due as a result of services provided under
this Agreement, the Customer agrees to pay all costs and expenses of collection,
including reeonable attorneys' fees permitted by law.
The Custqmer acknowledges that he has read this Agreement, understands it and
agrees to be bound by its Terms and further agrees that it is the complete and
proposds, oral or written, and all other communications between the parties relating
exclusive statement of the Meement between the parties, which supersedes dl
to the subject matter of this Agreement.
This Agreement shall be governed by the laws of the State of Wisconsin and any
legal action hereunder shall be brought only in the state or federal court in Madison,
Wisconsin.
X. NBI BASIC SYSTEM TRAINING
The NBI basic training program has been designed to bring the operator to the highest
proficiency level in the shortest amount of time. The approximately 20 hours of study
begins with a prerequisite self-study module. In this module, the operator will complete
some brief introductory reading and do several hands-on exercises to become acquainted
with the more basic system capabilities. The operator campletes this module at hisher
own pace in his/her office. The time required may range from about 5 to 8 hours.
Once the operator has completed the self-study module, he/she will attend classroom
training at the CFC facility. Here, with an instructor present, the operator will learn
the more sophisticated functions of the NBI equipment. The training class will meet
three mornings a week, Monday, Wednesday and Friday, for a total of 12 supervised
classroom hours.
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Following is a more detailed outline of the pre-school requirements:
Prerequisite Sell-Study Module
1. Read Introduction to Office Automation. This booklet reviews word processing
concepts and introduces you to the comporlents of your system. Be sure to test your
knowledge by completing the Skills Check at the end of this section. You may then
check your own answers. "
2. In the Getting Started section, read "How to Use Your Training Materials." I
Complete the Skills Check.
3. Getting Started:
A. Standalone System: In the Getting Started booklet, turn to "Your System:
directed, practice turning on your System and loading your diskettes. Again,
ICU." Follow the instructions for identifying your System's components and, as
complete the Skills Check.
E. ICU System: In the Getting Started booklet, turn to "Your System: ICU."
Follow the instructions for identifying your System's components and, 85
directed, practice turning on your System and signing onto your training
Directory. Again, complete the Skills Check.
4. Complete the hands-on exercises in the manual entitled Essentid Skills -
Lessons 1-7. Test yourself with the Skills Checks at the end of every lesson and
review any areas of difficulty.
Prior to the week of scheduled classroom training, a GFC Marketing Support
prerequisite module has been completed. If the operator has not finished this module,
Representative will call the operator and/or the operator's supervisor to verify that the
he/she will be scheduled for a later classroom session. The operator who has not
advanced features.
completed the basic material will have considerable difficulty learning the more
Accepted by: Accepted by:
Gordon Flesch Company, Inc. City of Muskego
Customer
BY , .,. .. BY ..
Author' ed Signature
Wayne G. Salen-e
Name
Charlotte L. Stewart
Name
?/?7/R<
Date
Cirv rlerlt Title
?/??I85
Date