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SpryPt)E1nt SMART SOLUTIONS . . SMART UTILITIES AO SpryPoi nt Response to City of Twin Falls, ID Enterprise Resource Planning (ERP) System Request for Proposal (RFP) 5:00 p.m. MST, October 12, 2023 Name: Evan Hawley Title: Business Development Specialist Phone: 902.240.8041 Email: ehawley@asprypoint.com Address: 45 Queen Street Charlottetown, PE, Canada CIA 4A4 Website: www.sprypoint.com Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 7 Enterprise Resource Planning(ERP)System Statement of Confidentiality The contents of this proposal are confidential and are supplied on the understanding that they will be held confidential and not disclosed to third parties without the prior written consent of SpryPoint. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 2 • Enterprise Resource Planning(ERP)System Table of Contents Statement of Confidentiality.................................................................................................2 Tableof Contents ...................................................................................................................3 Proposer Proposal Checklist.................................................................................................6 ExecutiveSummary................................................................................................................8 A. Proposal Summary Form.................................................................................................12 B. Company Background.....................................................................................................13 C. Software Features............................................................................................................15 Software Features Form ..................................................................................................15 SpryCIS — Customer Information System......................................................................17 SpryEngage — Customer Experience Platform ............................................................53 OPTIONAL SpryMobile — Mobile Field Service............................................................84 Hardware, Operating System and Programing ..............................................................101 D. Hardware, Operating System and Programming Form........................................101 E. Implementation Plan......................................................................................................102 Implementation Plan Form........................................................................................... 102 Implementation Methodology.......................................................................................103 Project Management Approach....................................................................................104 System and Operational Procedure Development....................................................107 SoftwareInstallation.......................................................................................................110 Data Conversion Plan......................................................................................................111 Buildand Configure.........................................................................................................117 Interfaces and Integrations ...........................................................................................118 TestingPlan.....................................................................................................................123 ReportDevelopment......................................................................................................127 TrainingPlan....................................................................................................................128 Go Live Readiness & Go Live.........................................................................................132 Documentation Development.......................................................................................133 EstimatedTimeline.........................................................................................................135 Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 3 Enterprise Resource Planning(ERP)System F. Staffing Plan....................................................................................................................136 SpryPointand the City...................................................................................................138 StaffingMatrix.................................................................................................................143 Responsibilities of Vendor and City.............................................................................144 G. On-Going Support and Maintenance ..........................................................................148 On-Going Support and Maintenance Form.................................................................148 Service Level Agreement...............................................................................................149 H. Software Updates and Distribution............................................................................ 150 Software Updates and Distribution Form................................................................... 150 UpdateProcess.............................................................................................................. 150 Configurations.................................................................................................................151 I. System Performance and Recovery..............................................................................152 Managed Support Services................................................................................................... 152 HelpDesk.................................................................................................................................. 159 DisasterRecovery.......................................................................................................... 160 SaaS, Cloud, and Security Overview............................................................................161 J. Proposer Reference Information ..................................................................................168 AuroraWater, CO............................................................................................................168 EastonUtilities, MD ........................................................................................................169 Cityof Summerside, PE..................................................................................................170 City of Charlottetown ......................................................................................................171 Proposer Reference Form..................................................................................................172 K. Total Cost ........................................................................................................................173 SpryPoint Pricing Summary...........................................................................................173 AdditionalAppendices.......................................................................................................174 L. Proposal Signature Form...........................................................................................174 Appendix A Proof of Insurance.....................................................................................175 Appendix B Total Cost Summary..................................................................................176 Appendix C Exceptions Form........................................................................................177 Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 4 • Enterprise Resource Planning(ERP)System Appendix D Requirements Summary...........................................................................178 SpryPoint Service Level Agreement.............................................................................182 SpryPoint Master Subscription Agreement................................................................202 Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 5 • Enterprise Resource Planning(ERP)System Proposer Proposal Checklist RFP Item Indicate Proposal "Included" Section or "Not Included" A. Proposal Summary Form Included A B.Company Background Included B C.Software Features Included C D. Hardware, Operating System and Programming Included D E. Implementation Plan, including: Included E Project Management Approach - details and costs Included E System and Operational Procedure Development Plan Included E Software Installation Plan Included E Data Conversion Plan Included E Report Development Plan Included E Integration and Interfaces Plan Included E Training Plan Included E Documentation Development Plan Included E Estimated Timeline Included E F. Staffing Plan Included F G. On-Going Support and Maintenance - details and costs Included G H. Software Updates and Distribution - details and costs Included H I. System Performance and Recovery Included J. Proposer Reference Information Included J K. Total Cost - Itemized Included K Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 6 Enterprise Resource Planning(ERP)System L. Proposal Signature Form Included L Appendix A: Insurance Requirements Included Appx A Appendix B: Total Cost Summary Included Appx B Appendix C : Exception Form Included Appx C Appendix D: Requirements Summary Included Appx D Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 7 Enterprise Resource Planning(ERP)System Executive Summary About Us SpryPoint was founded in 2011 on the premise that utilities are in a great position to leverage the technological advances of the last decade. Efficient business processes and technology are at the core of customer satisfaction and operational effectiveness. Over the last 12 years, SpryPoint has developed a new cloud-based Customer Information System(CIS)designed to address the evolving utility landscape and make the lives of our customers easier. SpryPoint's mission is to help our customers improve customer service and operations through business automation. SpryPoint provides Smart Solutions for Smart Utilities. SpryPt)lnt SpryEngage SpryMebile SpryCIS SpryFiber SpryiDM CUSTOMER INFORMATION SYSTEM SpryGIDR • . o Experience The Executive Team has over 75+ years of combined experience developing, provisioning, implementing, and supporting Customer Information Systems for utilities. The team drew on this experience when designing SpryCIS to address the evolving needs of utilities where legacy CIS systems fall short. SpryPoint currently works with over 50+ utilities in 19 states and 4 provinces that use various SpryPoint applications. We have earned a reputation as a technology partner that can execute complex implementations on time and within budget with superior customer satisfaction. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 8 Enterprise Resource Planning(ERP)System Managed Service Cloud Offering SpryCIS is at the forefront of industry and technology standards. Our platform was architected from the ground up to be delivered in the cloud as a service. The delivery model eliminates the need for any hardware or software to be installed on your network, and most importantly, all updates are delivered instantaneously by SpryPoint. Additional technological advantages include: • True Cloud Architecture — 100% cloud architecture with instantaneous product upgrades. • No hardware — No hardware costs or ongoing maintenance for customers. • Improved Security — 100% AWS Cloud to ensure data privacy, security, and 99.5% up-time. • Performance — Dynamic expansion of computing resources to scale with usage Data Redundancy — Full backup and disaster recovery. • Business Intelligence — MetaBase embedded and analytics and decision support. • API First Integrations - SpryCIS was built API first with integration in mind. Competitive Advantages SpryCIS supported new functionality required by regulators and demanded by customers, which many legacy CIS vendors are unable to meet. These advantages include: • Functionality Differentiation — Platform includes newer functionality including mobility, Customer Relationship Management (CRM), Workflow, AMI/MDM Integration, OMS integration, Complex rates, and efficiency initiatives. • Scalability — SpryCIS performance is scalable to support both small and large utilities. • Application Programming Interfaces (APIs) — Comprehensive API framework to support integration with other Utility critical systems. • Implementation — Significantly faster configuration and implementation capability. • Workflow and Employee Productivity— Reduction in training time, and automation of processes to repurpose staff for more productive activities. • Native Omnichannel Engagement — Omnichannel customer engagement tools throughout the platform Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 9 • Enterprise Resource Planning(ERP)System Disruption of the CIS Market Since bringing SpryCIS to market in 2020, SpryPoint has achieved unprecedented disruption in the North American CIS market. Over the last 24 months, SpryPoint has been shortlisted in 23 CIS transactions and won 21 of these. Most utilities recognize that replacing CIS is a crucial generational decision and aim to select a partner with cutting- edge technology that can evolve with changing market requirements. SpryPoint is that partner. Integration Expertise SpryPoint's platform was developed API first. SpryPoint assumes ownership and responsibility for all integrations, and we manage the building,testing, sandbox, and sign- off for production deployment. We productize existing integration endpoints for reuse, reducing cost and enhancing reliability. We have extensive experience integrating with all major meter technologies, payment processors, financial systems. Operational systems and more. Automated Services & Efficiencies SpryPoint has unique integration capabilities with some of the City's current mission critical applications. Our integrations are designed to elevate internal business processes and bring about seamless automation. One noteworthy example of this is our integration with Badger Beacon. This is done through a special Beacon API that retrieves information from meter automatically. By using a routine integration processes the manual handling of meter reading information will be removed, maximizing the business value of interval reading information to support customer service and operations, and streamline implementation and testing processes. Similarly, our configurable integration with Cityworks allows for automation of orders/service requests between applications and users to ensure a single source of truth and sharing of information. Agile Implementation SpryPoint employs a proven agile implementation methodology based on industry best practices and our experience working with dozens of utilities. Our team will work in partnership with our solution partners, our implementation partners, and City staff to successfully deliver the project on time, within budget, and achieve all intended organizational benefits. Customer Success Our competitors are limited by legacy technology and reactive support models. SpryPoint, as a SaaS provider, takes a proactive approach to monitoring and managing all aspects of our Client's use of our platform. Tightly integrating software development with customer support is the optimal way to ensure the success of our customers. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 70 Enterprise Resource Planning(ERP)System References We urge the City's selection team to perform extensive due diligence on all vendor references. In addition, no other CIS vendor can match SpryPoint's reputation for customer satisfaction. We have 50+ utility customers and can provide 50+ positive references. This level of customer satisfaction is unprecedented in the CIS market, and we strongly recommend that The City conduct it's due diligence. We are confident our clients will confirm our track record of exceeding expectations. Platform for Growth SpryPoint provides utilities with an integrated platform to help improve customer service and operations. Over the years, we have continually improved and added to our platform. All proposed applications are developed, implemented, and supported by SpryPoint. SpryMebile SpryEngage SpryCIS 2015 2017 2012 2016 2020 SpryMebile SpryBackflew Conclusion SpryPoint firmly believes we are the right partner for the City. Our cloud-native SaaS platform is functionally rich, integrated across all modules, and built on state-of-the-art technology. In addition, SpryPoint's team has extensive experience delivering utility enterprise solutions and a track record of exceeding customer expectations. We appreciate the City's consideration, and we look forward to an opportunity to work with The City Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 77 • Enterprise Resource Planning(ERP)System A. Proposal Summary Form Name of Company SpryPoint Services Inc. Software Brand Name SpryPoint Name of Preparer Evan John Hawley Name of Primary Contact for Follow Up Questions Evan John Hawley Contact Phone Number +1 902-240-8041 Fax Number N/A Email Address ehawley@sprypoint.com Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 72 • Enterprise Resource Planning(ERP)System B. Company Background 1 . Please state the year Proposer started in 2011 the business of selling ERP system solutions. 2 . Where is Proposer's closest facility/sales 401-45 Queen St, office in reference to the City of Twin Charlottetown, PE Falls? C1A 4A4 3 . Where is Proposer company's 401-45 Queen St, headquarters? Charlottetown, PE C1A 4A4 4 . Please list Proposer's sales in dollars for Available upon shortlist. the previous three (3) years: 5 . How many total employees does Sales/Marketing - 9 Proposer have in each of the following Management/Administration- 4 categories: Help Desk Staff - 9 Development Staff- 54 Implementation Staff- 37 Other - 7 Total - 120 6 . Specify the number of public sector vs. 54 Public private sector clients. 3 Private 7 . Indicate whether the business is a parent SpryPoint is privately owned with or subsidiary in a group of companies. no parent company. 8 . Has this company or product being No. SpryPoint owns 100% of it's proposed ever been purchased or proposed products. acquired by another company? If yes, provide the name of the companies involved, specific products affected and when such merger or acquisition(s) took place. 9 . What percentage of revenues does this Available upon shortlist offered system represent to your company versus other products/services? Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 73 Enterprise Resource Planning(ERP)System 10. Indicate if the company incurred an annual SpryPoint has been profitable since operating loss in the last five (5) years. its start in 2011. 11. Has the company had a workforce SpryPoint has only grown. YoY reduction during the past five (5) years? 100% growth in workforce. 12. What is the percentage of annual Available upon shortlist. revenues reinvested into research and development? 13. During November, 2023, can the To be discussed upon shortlist. Proposer commit to being available for two (2) consecutive days for an on-site demonstration? SpryPoint has a narrow focus on only engaging in projects which challenge us to be innovative while at the same time being confident that we can deliver results that rise above the expectations for our clients and partners. Our team has a proven track record of delivering effective solutions to utilities across North America. SpryPoint provides Smart Solutions for Smart Utilities. The advent of cloud computing has enabled the development of infinitely scalable commercial applications and unprecedented productivity through continuous innovation and integration. SpryPoint's development approach leverages the improved channels and newly promoted workflows and capabilities of agile methodologies across product management, software design, development, testing, deployment, and support. SpryPoint's platform is at the cutting edge of technology relative to our competitors, and we are constantly adding functionality and enhancing our solutions SpryPoint only maintains one version of code. All enhancements across our customer base are included with the core product so all customers can benefit. Each SpryPoint application has a product roadmap based on customer feedback and includes planned enhancements. We can provide 50+ references and recommend that the City speak with the decision- makers to confirm our solution's strength and our team's ability to exceed expectations. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 74 • Enterprise Resource Planning(ERP)System C. Software Features Software Features Form 1. Please explain how your product is All SpryPoint solutions are delivered in the licensed (concurrent, site, user or cloud and little to no hardware is required. machine based). How are . SpryCIS is priced at additional licenses sold? $3.00/Customer/Year. • SpryEngage Customer Experience Platform is priced at $1.00/Customer/Year. • SprylDM - Interval Data management is priced at $0.50/Active Account/Year. • OPTIONAL SpryMobile - Mobile Field Service includes 4 Full Users @ $100/user/month. • OPTIONAL SpryMobile - Mobile Field Service includes 6 Light Users @ $50/user/month. 2. How long has the current version of Not applicable. SpryPoint always offers the Proposer software been in production? latest versions of its proposed software to all its clients. Continually releasing new updates and features without City involvement. 3. What is the system architecture? SpryPoint delivers all its proposed (web-based, client/server, mixed) solutions through a web browser. True cloud architecture hosted on AWS infrastructure. 4. What is the query tool and report writer SpryPoint Products have embedded that Proposer is proposing? MetaBase as it's reporting tool. It is an easy to use opensource application Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 75 • Enterprise Resource Planning(ERP)System 5. Please describe any workflow or event The SpryPoint platform includes many alerts and notification capabilities the different wizards and workflow included to application provides. assist users in walking through multi-step business processes. Some examples that include embedded workflows include: • Move in & Move Out requests • New Account Wizard • Billing • Service Orders 6. Does the system provide global query Yes. We have a solution wide search function so that users can search engine available within all product system wide based on name, account, applications. range of values, or partial and wild- cards? 7. Please describe all third-party SpryPoint does not propose any third-party software required or software requirements. recommended for the solution, including report writers. 8. Does the system provide multiple Yes. We have included more information levels of data security control access regarding Security in our proposal. by terminal, transaction, and file? 9. Is the system integrated into Microsoft Yes. Office Suite permitting the ability to import and export data to spreadsheets and documents? Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 76 Enterprise Resource Planning(ERP)System SpryCIS - Customer Information System SpryCIS CUSTOMER INFORMATION SYSTEM Utility Staff 4& customers El Z. 0 31P o User a Experience Motoring BIIIInA Spr bile QQ CAM i Colloclo Fl.ld S.micof SOtYinBBe Cwtonwr Mwpemettt SpryCIS / Busin s Intelllyenu M Cufwnir Gn � An\lyllu \\V// MNMf\EVWRn\nl Wwkner\ Ettptlon R\tH\&ebq Me1uyement R\YfnW\CYIMIem �COTTIMIItitlOn TOolf FlninNY Meneeetnent Application DetaDew M\n--nt.High A.0 bllity,Security Amazon AWS Designed to disrupt the legacy CIS Market, SpryCIS is a true SaaS responsive-design web application. SpryCIS extends beyond the typical functionality of legacy CIS solutions with additional functionality to address: • Conservation Initiatives • Mobility • Customer Engagement • CRM • Mobile Field Service • AMI and Smart Grid Integration 0 Dashboards & Business • Complex Rates Intelligence • Customers • Premises • Accounts • Service Points • Bankruptcy • Liens • Bill Disputes • Collection Agency Interface • Collections • Email & SMS Communication • Deposits • Bill Analysis • Budget Billing • Payment Arrangements • Loans • Payment Extensions • GL Subledger • Penalties • Key Account Management . Alerts • Comprehensive API Toolset . Off-Cycle Billing • Deposits • Service Orders • Audit Trails • Document Management • Mapping & GIS Integration . Miscellaneous Receivables • E-Billing • Workflow Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 77 Enterprise Resource Planning(ERP)System Ease of Use As a design principle, most utility software has been built to cater to its developers and not those who work on the front lines. With the experience of the end user in mind, SpryPoint has built SpryCIS to intuitively streamline your business processes. Almost all customer inquiries can be answered immediately from the landing page for an account or customer. ©• •-. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 78 Enterprise Resource Planning(ERP)System Customer Management Customers are independent of accounts and premises within the system. This flexible model allows customers to be associated with multiple premises. They can also be associated with one or many accounts with various statuses. Some of the key data points tracked for customers include: • Customer Type • Date of Birth • Customer Status • Preferred Language • Customer Status • Communication Consent • Preferred Communication Method • Email Addresses • Associated Premises • Contact Information ... . � _ . ® ® Contacts can be tracked without being a customer or an account. The number of contacts is unlimited. This is particularly useful when dealing with Commercial and Industrial Accounts with multiple contacts as well as for potential new customers who will be moving into your service territory. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 79 Enterprise Resource Planning(ERP)System Premise Management SpryCIS also separates premises from customers. This allows for independent tracking of legal parcel information with key information such as: • Premise Type 0 Ownership • Service Address 0 Child Premises • Premise Status 0 Map with GIS Layers • Lat/Long 0 Property Managers/Landlords • Parcel ID 0 Former Customers In addition, SpryPoint can integrate Assessor's or Parcel Management data to clearly display this information for CSRs. ®®® Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 20 Enterprise Resource Planning(ERP)System Account Management Accounts within SpryCIS are defined as a combination of a customer and a premise. Account management is designed with flexibility to manage all related customer inquiry activity. All pertinent account information is easily accessible directly from the account screen. This includes information such as: • Account Type • Billing Agreements • Status • Receivables • Balance • Transactions • Contact Information • Penalties • Billing Cycle • Collections • Deposits • Statements • Usage • Usage • Alerts • Exemptions • Notes • Payment information • Communication History • Service Orders Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 27 Enterprise Resource Planning(ERP)System Customer Relationship Management and Communication SpryCIS includes Stream functionality which serves as a Customer Relationship Management (CRM) tool to manage all activities and communications related to an account. Stream provides CSRs quick visibility on last actions, such as customer notes, communications, time-stamped audit logs (changes), and user views. This will allow CSRs to assess whether there has been recent activity on an account. Stream includes: • User Notes • Direct Communications • Audit Logs • User Viewing History Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 22 Enterprise Resource Planning(ERP)System User Notes Customer Service Representatives can create and view all notes related to an account. All notes include: • Note Category 0 Username • Unlimited Free Form Text 0 Date • Attachments 0 Time Stamp Notes can be categorized based on the reason for the inquiry. In addition, automated actions and workflow can be driven from the note entry including the creation of: Tasks - #Task will create a task for a user or group of users (@user or @group) Tasks can be used as a workflow management tool to create and assign work for follow-up. Tasks and messages assigned will show up for the user as a message bar and viewable in their queue: Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 23 Enterprise Resource Planning(ERP)System Service Orders - #Service Order entered in a note can automatically kickoff a Service Order against the account for execution using SpryMobile. Alerts - #Alert will automatically create an alert on an account which can beset by priority type (low, medium, high) and can be used to alert CSRs of pertinent Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 24 Enterprise Resource Planning(ERP)System Direct Communications This tab allows users to view and initiate all communication with customers. Communications can be categorized and reported based on: Inbound/outbound emails Inbound/outbound SMS Outbound Voice Message Customer Chat SpryCIS includes duplex communication capabilities so that when a customer replies by email or text, it is automatically logged within the Direct Communications tab. All communications include: • Communication Method 0 Communication Type • Username 0 Subject • Date and Time 0 Attachments • Follow-up Required 0 Comments and Notes Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 2S Enterprise Resource Planning(ERP)System Audit Log SpryCIS includes a full Audit Log that shows all activity and changes made to an account. The audit log on the account includes: • Username 0 Date • Fields Updated 0 Time Stamp • Old Value 0 System Generated Activities • New Value 0 User Generated Activities Viewing History The Viewing History tab provides a full log and timeline of visitors who have accessed an account, regardless of whether changes to the account are made. Viewing history includes: • Username 0 Time • Date 0 IP Address Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 26 Enterprise Resource Planning(ERP)System Service Points SpryCIS includes the concept of Service Points which specify the Service to be billed at a premise and includes key information such as: • Service Type 0 Status • Location of Service 0 Installed Meter • Flat Rate Multiplier 0 Install Date • Consumption Multiplier 0 Manufacturer • Billing Agreement 0 Size • Rate 0 Model Confidential/Copyright©2023 Sprypoint Services Inc.All Rights Reserved 27 Enterprise Resource Planning(ERP)System Account Transfers SpryCIS has processes for account transfers to ease the management when needing to accommodate customer scenarios crossing accounts. As part of move out transitions, a user can offer the customer the ability to transfer deposits as part of th final billing routine, automating the deposit entries across to the target account. There is optional process to move the account balances, called Balance Transfer, which after final billing,to the target account if business policy allows for such. The system will confirm the movement and automate the entries, assuring original documents, balances, aging of AR follow to the target account. . Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 28 Enterprise Resource Planning(ERP)System Deposit Management SpryCIS has very flexible deposit handling functionality. Deposits can be established by "Type" which can be flexible to define by service, service class (eg commercial vs Industrial vs Residential), and customer type or credit situation. choosing the deposit type can be predefined during the Move In transition which normally assigns the defaults of deposit types anticipated based on services at the incoming premises. A user can manually assess deposit types on accounts at any time as well (reassessing a deposit, contractual overrides, etc.). Deposit assessments can also have scripted definitions on what criteria to base the amount on. For example, a utility can select bill history of the past 24 months on the premises service to average a bill amount, then multiply by two for a 2x Deposit rule. Another more complex example is to remove the highest and lowest of the last 24 months and average the rest or add a factor on top of the average. In all cases, the computed variables are stored on the assessment for audit backup on the calculation and a user can override to smooth the amount as needed. Assessments can also define how many installments it is eligible for, and if the installments will align to bill due dates for ease of statement delivery. SpryCIS will track the collection of each installment and alert users of any uncollected deposits. Deposits on hand can be tracked and collect interest as required. Interest can be calculated each month or on other frequencies as required. When an account is final billed,the interest will be automatically calculated and applied for payout to the customer. This process is similar for the deposit refund process when returning deposits based on good customer history. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 29 Enterprise Resource Planning(ERP)System Dispute Resolution Processing of a bill dispute allows for efficient management and auditable tracing of the dispute process from initiation to closure. First a user defines the bill being disputed, clicks Dispute and selects a dispute type from drop down list, and enters initial comments. From here the Dispute is processed and will hold the bill from any collections activity or penalties until the dispute is resolved. Also, an alert will be automatically placed on the account and the bill for clear visibility by all system users. The Dispute also opened a task, which assigns the user, the dispute object and now allows for all tracking elements (orders opened, reviewers, documentation, notes, regulatory hearings, etc) to be collected on the Task. When the dispute is to be finally resolved, a resolution code is entered and the bill is removed from the hold of processes. — SpryCIS provides easy visibility to all disputes in a data table under Collections. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 30 Enterprise Resource Planning(ERP)System Billing Agreements Customers are assigned billing agreements by service type (electric, gas, water, sewer, stormwater, broadband, etc.). This allows for flexibility of various processes by service such as budget billing, collections, payment arrangements and more by service type. Billing Agreements include key information such as: • Account 0 Agreement Date • Service Type 0 Rate Schedule • Tax Schedules 0 Service Start Date • Consumption Multiplier 0 Service Agreements Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 37 Enterprise Resource Planning(ERP)System Receivables Within the receivables tab, CSRs have easy access to all Accounts Receivable information. All balances can be easily searched and sorted by: • Status • Date • Description • Charge type • tax amount • outstanding balance. Additional information such as account aging buckets, and deposits are also easily accessible. ©. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 32 Enterprise Resource Planning(ERP)System Additional information such as account aging buckets,Average bill analysis, and deposits are also easily accessible: ©_ Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 33 Enterprise Resource Planning(EPP)System Rates SpryPoint provides a highly configurable and flexible rate engine to support rates, charges, fees, surcharges, and taxes. Rate structures can be configured to support an unlimited number of factors including consumption, demand flat fees,formulas, and other user definable factors. Default rates are configured during implementation and can be effective dated to automatically adjust based on seasonal rate changes. Effective dating of rates allows changes to be configured in advance and pro-ration across multiple billing periods is available as well. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 34 Enterprise Resource Planning(ERP)System Meters All meters are easily maintained in SpryCIS. Meter information is specific to service type so there are different types of information maintained depending on whether it is an electric, water or gas meter. Some of the key information maintained on meters includes: • Meter number Measurement type • Serial number Multiplier • Manufacturer Dials • Status Readings • Model Consumption • Meter size Unit type • Meter location Description • Seal tag Read date • Drive type Read types • Register Read method • ERT • Billed code Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 35 Enterprise Resource Planning(ERP)System AMI/MDM Integration As part of our standard implementation process, SpryPoint's platform will be integrated with your Metering Infrastructure. Typical information that will be pulled for display in the SpryPoint platform include: • Read date • Interval and Interval Value • Reading Time • Errors • Reading Frequency • Tamper Alerts SpryPoint will assume responsibility for the integration to pull and display AMI data within our platform of solutions. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 36 • Enterprise Resource Planning(ERP)System Billing Calendar SpryCIS provides users with a billing dashboard to view all pertinent information related to billing. This includes a billing calendar where users can configure automated billing routines by day. In addition, users can easily view a list view of all billing periods which contains key information such as: Billing Cycle End Date Stage Read Date Period Bill Date Start Date Mail Date , Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 37 • Enterprise Resource Planning(ERP)System Consumption Review&Validation Upon importing reads, users are presented with a sortable view of all readings associated with that billing Cycle. The consumption review allows users to drill into more detailed information as need and is designed to allows users to identify and filter various criteria such as: • Service Type • Estimated Value • Percent Difference • Account • Measurement Type • Warnings • Meter • Consumption • Approvals Example below of reviewing consumptions, where filtering on non-acceptable conditions for auto-approval can be filtered and then each record reviewed and actioned: Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 38 • Enterprise Resource Planning(ERP)System The warnings on the first meter are holding back approval, a user clicks the expansion button to see more about the meter, history, the warnings, etc.: Users are presented with a validation and auto approve process that will allow users to approve selected readings, launch estimations or put specific bills on hold for further review before moving on to the next step in the billing workflow process. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 39 • Enterprise Resource Planning(ERP)System Billing Workflow SpryCIS was designed to make the billing process as simple as possible. A wizard like experience walks users through each step in the billing process. Workflow is configurable but typically will encompass the following steps: Configurable workflow is used to walk CSRs through your billing process. Which includes: • Meter Reading Imports • Consumption Review & Validation • Bill Posting • Statement Generation • PDF Generation and Storage • Electronic Delivery or Printing of Statements SpryCIS differentiates from legacy CIS solutions during the billing process in that we harness the power of horizontal scalability provided with a true SaaS solution. Automated elasticity provides SpryCIS the ability provisioning additional servers in AWS to meet your needs. This allows us to split workloads between hundreds of servers to limit the number of requests any individual server is getting. SpryCIS will allow you to but the time required to run billing by as much as 95% relative to older client/server or even hosted CIS solutions. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 40 • Enterprise Resource Planning(ERP)System Budget Billing SpryPoint offer a configurable budget billing option which tracks the true amount owing versus a running balance. An automated true-up process is available to reconcile the account at a user specified time or on the anniversary date. Once a Budget Billing plan is in place, the account screen easily identifies for a user the Account's Budget Monthly amount and over/under balance on the top right of the page, and on the Billing Agreement tabs at the bottom, the budget per service is easily visible. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 47 • Enterprise Resource Planning(ERP)System Collections SpryPoint Collections provides notification to customers of past due payments. Configuration of collection activities is user definable by customer class and can be triggered automatically based on other processes. Collections can also interface with external collection agencies who assist with the recovery of bad debt. Collection routines can be segmented by Account Types (residential, commercial, industrial, etc.) and is also run based on various statuses including: • Active • Non-Payment • Inactive • Theft of Customers • Final Bill • Liens • Disconnect • Write-Offs Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 42 • Enterprise Resource Planning(ERP)System Collection Agency Interface As part of the collection routine, a collection step can initiate the accounts that become eligible for agency collection. These parameters include dollar threshold, number of days past due, prior collection steps processed before and account status. At this point a user can confirm the accounts being processed to a collection agency, which will track the event on the account and as an alert for easy visibility by all users. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 43 • Enterprise Resource Planning(ERP)System Liens Most legacy CIS applications are limited by the data model and lack the flexibility and automation tools to streamline the Lien process. SpryPoint's data model between Customer, Premises, Accounts was designed with the flexibility to allow various charges by service type to reside with different entities such as the Customer, Premise, or landlord. We can link liens to the premise as well as the account level as to meet customer requirements. A lien is a claim or legal right against assets that are typically used as collateral to satisfy a debt. In some cases, municipal utilities may file a lien on a property for the nonpayment of utility user fees for services provided to the property. Liens are typically regulated by state public utility commissions, and as such the business rules for liens will vary by state. Liens are typically used as a last resort when other delinquency and collections efforts have failed to result in payment of utility fees. In order to pursue a lien, utilities generally must follow a set of state-mandated procedures and timelines. In SpryCIS, lien documents result in the reduction in account balances, similar to a write-off process,whereby the debts are no longer considered short-term receivables. When payment is received via the tax roll process, utilities may apply the payment to the account "lien recovery" charges, or by reversing the lien and applying payment to the original receivables. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 44 • Enterprise Resource Planning(ERP)System Payment Arrangements Scheduled Payment Arrangements can be established for customers who have fallen into arrears on their bills. A mutually agreed upon payment contract is established with the customer to avoid service cut-off. Some of the key information maintained when establishing a payment arrangement include: • Account 0 Number of Installments • Customer 0 Days between Payments • Type of Payment Plan 0 Balance Due • Reason 0 Due Date • Number of Installments 0 Receivable Amount Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 4S Enterprise Resource Planning (ERP)System Payment Extensions SpryCIS includes the ability to offer to offer one-time payment extensions which allow customers to defer payment by a configurable amount of time. While a customer is underneath an extension, all collection and disconnect activities can be put on hold until the balance is resolved. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 46 Enterprise Resource Planning (ERP)System Loans SpryCIS includes a full Loans functionality set, to manage the different utility scenarios of installment-based loans. Loans can be configured by "type", which controls specific parameters such as GL entries, interest rules, compound method, term/amortization, service or receivable type and frequency. With the loan types defined a user can choose a loan type, add the principal amount if definable, and process loans for customers, creating amortization schedules, installments, and the underlying accounting entries. As loan payments continue through time, the balances per installment, accrued interested, etc. is all tracked on the loan. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 47 Enterprise Resource Planning (ERP)System General Ledger SpryCIS maintains a GL sub-ledger which through configuration ensures that all transactions are posted to the correct accounts. This allows SpryCIS to be easily integrated to any FIS Solution. Accounts are easily searchable by name, account number, description, status and more. - SpryCIS users with security rights can easily view key information by account and by period including: • Current Balance • Transaction Amounts • Account Numbers • Starting Balance • Account Name • Ending Balance • Fiscal Period • Debits • Description • Credits Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 48 Enterprise Resource Planning (ERP)System Cashiering SpryPoint Cashiering facilitates point of sales transactions from any cashier location. Cashiering includes automated reconciliation at the end of day to help balance cash, checks and credit card payments. SpryCIS supports various automated and traditional payment methods such as cash, checks, ACH, eChecks, credit cards, IVR (by integration). To ensure security, all activity is logged with a visible audit trail on all user activities and transactions. All payments are made through integration with PCI compliant payment processors. SpryPoint does not store any credit card information within our applications. Miscellaneous Charges can be itemized with default amounts and codes for easy entry, and lines added to a charge invoice for an account: Invoices can be generated immediately, or charges left on the account to be added on to the next statement to be generated, depending on the process required. Invoice templates are very flexible to design. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 49 Enterprise Resource Planning (ERP)System Payment Processing SpryCIS records every payment received utilizing smart batch orientation and real time interfaces to make the customer experience as dynamic as possible. Payment sources are defined and API routines from payment processors allow for automation of daily batches, real time payments and posting. Payments immediately update the account balances. Batches opened for front counter cashiering, Iockbox, bank, agency assistance, etc.... are defined by payment source with controls for each source. Batches are applied based on defined import rules, formatted files definitions and auditing of unmatched payment records for clearing accounts. Every payment transaction is an object that can be actioned further including reversals, NSF processing, payment transfers for misapplied payments and more. Tender types are defined by group and on the aggregate for various reconciliation processes. SpryCIS includes a full bank reconciliation process which allows for grouping of tender types across batches and days as required. Returned Check Processing Returned checks for non-sufficient funds are handled efficiently through integrated payment processors or directly through SpryCIS. If a check is retuned, a simple click of "Start NSF process" button will initiate a process will reverse the entries of the original payment, returning the documents it was paying back to their original Accounts receivable state and aging. An NSF charge will also be posted to the account automatically as part of the NSF process. Users can initiate an NSF letter, which will generate a word and PDF version of a preformatted letter which can easily be sent to the customer electronically via email/SMS or in the utilities' preferred format. All NSFs are tracked as a distinct collection event, which will impact a customer's credit score. In addition, an alert can be placed automatically on the Customer and Account to warn users of a customer's NSF history. The NSF can trigger a "cash only" alert on the account, if a customer exceeds defined threshold of NSF events. This process will automatically block the customer from future payments by check and by credit card if required. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved SO Enterprise Resource Planning (ERP)System Refunds Refunds can be managed from both the Deposit Refund process or Final Bill process. Deposit refunds will automatically calculate eligible refunds based on time and the credit scoring of the customer. They can be applied either to the account balance or as a check refund. The Final Billing process will determine upon posting that if a credit balance remains it will initiate a voucher refund document for the account to process as a check. Users can manually review accounts with credit balances to determine if a refund is warranted and process them as a one-off as well. ■ Voucher refunds include security and workflow as to who has authority to post and apply refunds to ensure segregation of duties within the utility. Refund checks can be processed within SpryCIS or can be export to the financial system which will be used to generate the checks. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved S7 Enterprise Resource Planning (ERP)System Bill Template SpryPoint offers a highly configurable bill template which is designed in conjunction with each utility to provide detailed billing information to their customers. ® Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 52 Enterprise Resource Planning (ERP)System SpryEngage - Customer Experience Platform SpryEncjage � . CUSTOMER 'PLATFORM 1 =- - Customer Administrative • Secure Login Dashboard Inbound/Outbound Form Approval • Dashboard Masquerading SMS Program Enrollment • Introductory Tour Reminders&Tasks Email CIS Integration • Profile Management Calendar IVR Notes&Phone Calls • Usage Analytics Form Creation In-app Tags&Segmentation • Bill Display Form Approval Pro-active&Reactive Ticket Management • E-Billing Key Accounts Reporting Marketing Campaigns • Payments Operational Mapping Pipeline Management • Alerts Integrations • Guest Access Reporting&KPI's • Program Enrollment • Forms&Chat Often utilities have multiple products or portals (CIS, EBPP, MDM, and Efficiency) which form a complex web of inconsistent technology. All too often the result is a poor customer experience as customers do not know where to go for information. SpryEngage was designed to provide utilities with a holistic omnichannel portal, enabling our clients to easily interact with their customers in their preferred manner at any time. We are focused on always always providing utilities a 360-degree view of their customers. Some of the core functionality includes: • Customer self-service and enrollment in programs related to your CIS. • Consumption analytics integrated with your metering system or CIS for the presentation of consumption data. • Payment processing embedded for a seamless customer experience. • Single platform to manage all customer alerts and notifications using SMS, email, or voice • Forms management with workflow to automate customer service inquiries. • Program management and campaigns to support efficiency and conservation initiatives. • Key Account Management and advanced analytics for commercial and industrial customers. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 53 Enterprise Resource Planning (ERP)System Customer Facing Registration Process SpryPoint's portal contains a registration process which will allow users to sign up for access. The required fields for registration (email, account number, etc.) can be configured as desired. Customer Login SpryEngage contains a secure login process to allow customers to access their account. Security measures include options for password complexity requirements and optional multi-factor authentication. In addition, there is automated functionality to reset passwords to minimize the need for maintenance by utility staff. � Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 54 Enterprise Resource Planning (ERP)System Mobile Enabled All SpryPoint solutions are built with a mobile-first approach using responsive web design. SpryEngage is device agnostic and provides customers with an optimized user browsing experience whether they are using a computer, tablet, or phone. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 55 Enterprise Resource Planning (ERP)System Introductory Tour Upon logging in for the first time, customers are prompted to walk through a step-by-step introductory tour. The introductory tour will be configured during implementation to highlight functionality within the portal that you would like customers to focus on. The tour provides a step-by-step workflow on how to complete specific processes (payments, sign-up for programs, etc.) and will help minimize calls to customer service when customers first sign-up. ) Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 56 Enterprise Resource Planning (ERP)System Customer Dashboard SpryEngage contains a comprehensive customer dashboard with various widgets which can be configured based on your engagement goals defined. The dashboard provides one consolidated view to provide customers one click access to key information such as payments, program enrollment and usage information. The dashboard can be configured with targeted prompts to guide your customers to sign-up for programs which will benefit them and utility operations. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved S7 Enterprise Resource Planning (ERP)System Profile Management Empower your customers to view and update pertinent information. This information can be automatically updated in your CIS or be sent by workflow for approval by the utility. Customers can: • Update their profile including email address, phone numbers, etc. • Manage alert subscriptions • View Service Orders • Review form submissions • Link or manage multiple accounts including inactive accounts. • Enroll in multi-factor authentication • Manage Guest Access • Manage Wallet and all payment methods Confidential I Copyright©2023 SpryPoint Services Inc.All Rights Reserved S8 Enterprise Resource Planning (ERP)System Multiple Account Views Customers have the option to view information for a single account or all of their accounts with the utility whether active or inactive. Program Enrollment Upon first registering for an account, customers are encouraged to enroll in various programs designed to ease the burden of manual requests on your CSRs. SpryEngage uses color-coded visual prompts as a call to action to nudge customers to enroll in various programs designed to save you money. . Examples of enrollment request which are typically configured include: • Paperless Billing 0 Payment Arrangements • Budget Billing 0 Charitable Contributions • Autopay 0 Conservation Programs Upon completing an enrollment form, applications are automatically routed to the correct individuals or departments for review and approval. Customers are provided transparency throughout the enrollment process to see what programs they have applied for and the current status of their application. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 59 Enterprise Resource Planning (ERP)System Alerts SpryEngage provides customers with the ability to opt-in to receive notifications, reminders, subscriptions, and alerts in a single easy-to-navigate interface. Customers can have their alerts delivered by SMS, Email, IVR and in-application. We provide a library of select alerts out of the box, but it is not uncommon to develop custom alerts to address specific needs during implementation. Alert management will allow your customers to: • Manage and configure notifications and alerts for all accounts in one interface • Easily select which alerts and notifications they'd like to opt-in • Select contact method preference, from list of predefined options for each notification and/or alert • Modify a prior selection at any time • Receive a validation or confirmation of their opt-in or change in status via their preferred method of communication (SMS, Email, Voice or in-app). • Opt-out of receiving any notifications, preferences, alerts, or reminders. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 60 Enterprise Resource Planning (ERP)System Some standard alert types typically used by our customers include: Alert . - Description Bill Available Notification to inform customers when bill is available in MyAccount Collection and Notification to remind customers that due date is approaching, and Payment payment has not yet been made. Reminders Missed Payment Notification to inform that payment is overdue Alert High Bill Alert Notification that bill may be higher due to change in energy consumption (see High Bill Alerts section below for specific user requirements) Scheduled Service Notification that scheduled service is confirmed - could be multiple services SpryEngage's Alerts and Notification platform can also be used for additional stakeholder communications. Examples include: Communication Example Employee Notification Some utilities use the platform to alert all staff of impending storms and for call-in scenarios. Surveys Some utilities use automated outbound surveys by phone to gauge customer satisfaction after service order completion. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 67 Enterprise Resource Planning (ERP)System Guest Access Customers can assign access to other users to have the ability to view and manage their account on their behalf. There is a simple workflow process for customers to: Select guests to be added to your account or accounts. Assign what accounts they have access to. Assign permissions on what guests can view and manage (Pay bills, view bills, submit forms, etc.) Edit or revise permissions for guests at any time Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 62 Enterprise Resource Planning (ERP)System Analytics and Consumption Provide customers with easy access to their data to empower them to manage and adjust their usage. Both regular meter and smart meter consumption information can be made available. Data is viewed through interactive charts which allow customers to drill into daily or even hourly consumption to help them save money and reduce their carbon footprint. Several views can be made available for your customers including year-over-year comparisons and cohort analysis versus other customer demographics. Consumption information can be overlayed with other variables including temperature, precipitation, and heating degree days. Customer data can be downloaded to excel to enable customers to do their own consumption modelling. Consumption information can be presented using any of the following options: • Billed consumption from CIS — Billed consumption display is most commonly used with utilities that do not have AMI Meters or a Meter Data management System. • Integration with AMI — For customers that do not have an MDM, SpryEngage has APIs to integrate directly to the head-end AMI system to provide access to interval data. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 63 • Enterprise Resource Planning (ERP)System • Integration with MDM — For customers that have an MDM, SpryEngage has APIS available API to present interval data. There is also an option to embed pages from your MDM into SpryEngage using an embedded iFrame if allowed by your metering vendor. • Optional — Storage of Interval Data — For an additional cost, SpryPoint can house interval data and offer it for presentation to your customers in your preferred interval. Benchmarking and Conservation Provide customers with easy access to their data to empower them to adjust their consumption patterns to meet conservation and efficiency initiatives. Household consumption can be compared against other customer classes to encourage reduction. Key Account Management Key Account Management provides an additional level of service to your commercial, industrial, and institutional customers. Enhanced CRM capabilities, real-time consumption monitoring and demand management are critical features which will allow your key accounts to realize real savings. SpryEngage empowers your key accounts by providing access to the data they need to make informed decisions. Functionality includes: • Dynamic and interactive metrics that incorporate data from your AMI, AMR/ MDM and CIS solutions. • Configurable and interactive Key Performance Indicators (KPI) dashboard to provide consumption and demand information. • Automated Reporting • Real-Time Alerts related to consumption and demand • Consumption and demand data presented on a per meter or aggregated basis. • Integration with your numerous AMI Systems. • Download of consumption, demand and interval data in Green Button format and in CSV/Excel for further modelling. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 64 Enterprise Resource Planning (ERP)System • In addition to all of the advanced Metrics, SpryEngage includes a CRM System to track and manage all communication with your Key Accounts. • Consumption & demand analysis • Customers • Meters • Accounts • Contacts • Locations • Communication history • Service Orders • Campaigns • Form Submissions Electronic Billing SpryEngage manages the customer sign-up and the delivery of all electronic bills. Upon logging in customers can be prompted to sign-up for e-billing to help you save on associated print and mail costs. In addition, administrators can create campaigns to encourage customers to sign-up for e-billing in an effort to save on print and mail costs. There are no additional variable costs associated with electronic billing. Bill Display SpryEngage retains a PDF copy of the actual bill statement as received by the customer. Customers can view bills as either a representation or using the actual PDF as received in the mail. In addition, customers can view their statement history, current bill and unlimited historical bills. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 65 Enterprise Resource Planning (ERP)System Statements & Payments SpryEngage can integrate with your current payment processor or other payment processors to ensure PCI Compliancy while processing payments. Customers can make payment on a single bill or on multiple bills. Customers can manage their wallets and sign up for automated or recurring payments. If you choose to use one of SpryPoint's preferred payment processing partners some of the additional available features and benefits include: One Time Pay Many customers simply want to know their amount due and make a payment. One-Time pay allows customers to view and pay bills quickly without having to register for an account or remember their login details. It's simple, fast, and easy. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 66 Enterprise Resource Planning (ERP)System AutoPay (ACH) With AutoPay, your customers can setup worry-free, automatic recurring payments, choosing the frequency and method of payment from the options you define. The service includes management of enrollments, notification preferences, schedules, payment methods, and more. Additionally, your CSRs can be given permission to set-up AutoPay on behalf of a customer. ACH payments are an efficient and cost-reducing alternative to paper checks and credit cards. Customers can add as many payment options as they would like. IVR Payments Use a toll-free number to allow your customers to hear their balance and due dates, confirm their last payment, and make payments over the phone. Your call flow is configurable with customized greetings and voice prompts in English and Spanish. Customers can pay in fewer than two minutes with the option to quickly transfer to a CSR if needed. Pay-by-Text Communicate directly with customers via a text message with payment capability. Customers can pay directly within the text dialogue with a simple reply. Charitable Contributions SpryEngage provides customers with the option to either round up their payment to the nearest dollar or determine an amount they would like to add to their payment for charitable purposes. Maximum Payments Maximum payment allows customers to define a maximum value that can be authorized for an automatic payment. In addition, administrators can define the maximum amount which is allowed to be paid via credit card in SpryEngage. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 67 Enterprise Resource Planning (ERP)System Digital Wallets SpryEngage supports digital wallet payment options which are considered more secure, convenient, and easier to use. Customers can manage the various payment methods within their digital wallet. PCI Compliancy SpryPoint uses PCI-compliant partners to ensure our customers' security is maintained while processing payments. Using a SpryPoint partner is our preferred approach to supporting on-line payments but if you have existing relationships with payment providers, we are open to discuss integration options. User Adoption and Welcome Letter User adoption is a key factor in achieving project goals such as improving customer satisfaction, water-use efficiency, and on-line self-service. To drive portal adoption, SpryPoint can coordinate the delivery of an electronic welcome letter to all customers introducing them to your new portal and encouraging them to register. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 68 Enterprise Resource Planning (ERP)System Administration Dashboard SpryEngage contains a comprehensive administrative dashboard which provides CSRs access to all pertinent information related to operations and customers. Workflow and routing can be used to track multiple business processes. Examples of information displayed on the dashboard include: • Form Submissions • Calendar with Reminders and Tasks • Customer Analytics and Reports • Service Orders • Key Performance Indicators (Billing, Payments, A/R, etc...) • Customer Usage Patterns (visit frequency, page statistics) • Mapping with data layers from (CIS or GIS) • Integrations and Metrics from other solutions • Customer, premise and account Information from CIS • Notes and Phone Calls • Account Tags and Customer Segmentation Confidential If Copyright©2023 SpryPoint Services Inc.All Rights Reserved 69 Enterprise Resource Planning (ERP)System The Administrative Dashboard is normally configured specific to each utility and below are some sample screenshots of our customer dashboards. � Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 70 Enterprise Resource Planning (ERP)System Masquerading Masquerading allows CSRs or administrators who are assisting customers over the phone, to temporarily switch to a customer's account so they can see what the customer is seeing. A banner will appear at the top of the screen to indicate that the CSR is masquerading as the customer. SpryEngage maintains a record of the original user account, so users can easily switch back to the previous account. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 77 Enterprise Resource Planning (ERP)System Communications All communications including notes, calls, texts, and emails can be actioned and tracked from SpryEngage Information that can be synchronized with the CIS includes all contact points including notes, in app messages, SMS Messages, and phone conversations. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 72 Enterprise Resource Planning (ERP)System Live Chat SpryEngage offers optional live chat capabilities. Live chat is used for basic inquiries that can be resolved electronically, reducing the burden on your call center. SpryPoint recommends making live chat available to only authenticated customers as CSRs are generally not able to offer assistance or information to unauthenticated inquiries. . . Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 73 Enterprise Resource Planning (ERP)System Forms SpryEngage offers a highly configurable drag and drop forms engine that allows you to easily create an unlimited number of forms without our assistance. We recommend that you avoid complex or intimidating forms to prevent customers from navigating elsewhere. We will work with you to deliver concise easy-to-use forms for your customers during implementation. Forms can be used across all departments (Customer Service, Finance and Operations) to automate manual business processes. Examples of form types include: • New service • Payment Arrangement application • Move in/move out requests • Budget Billing applications • Pre-Authorized Payments • Billing inquiries or disputes. • Service Order Requests • Equipment Rentals • Program Sign-Up All Forms can be made available in an unauthenticated environment such as your utility website or in an authenticated environment such as SpryEngage. Within an authenticated environment, customer information can be auto populated to minimize the effort required by customers to submit information. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 74 Enterprise Resource Planning (ERP)System Form Configuration Each form has a rich set of configurations, as shown below,to allow for specific workflows to follow the submission of the form: • Automated communication responses upon submission • Automated alert to the designated user/department for the type of form • Tracking of the submission handling required to approve before the form is active • Creation of a Service Order based on levels of approval/review configured • Automated responses to the customers upon approval/denial of the submission along with ad hoc comments from the reviewer. • Follow up reminders if required for the submission steps. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 75 Enterprise Resource Planning (ERP)System Forms Workflow Administrators can configure workflow which will route completed forms to the correct department or individual for review, approval, and follow-up processing. Your customers will be automatically notified when action is required, and workflow can be established to route forms across multiple departments for multiple approvals. Forms can also be integrated with outside systems to initiate specific processes. Approved forms can also generate service orders within SpryMobile to further automate business process such as in an application for service scenario. Each form submitted is reviewed/commented and automatically moved to the next workflow step upon completion. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 76 • Enterprise Resource Planning (ERP)System Upon successful completion and submittal of a customer form, SpryPoint's Customer Relationship management solution will automatically associate and ingest the submission and associated customer data. This data can be used to segment your customers based on the services they are inquiring about and allow you to manage outbound marketing campaigns which appeal to that specific customer segmentation. Reporting and Analytics SpryEngage provides real-time, interactive dashboards, detailed reports and Key Performance Indicators (KPIs) that allow you to mine customer information and make informed business decisions. Understanding the traffic source, bounce rates, and exit pages of your customer portal can provide actionable insights on how to better serve your customers. SpryPoint provides analytics that will provide visibility into pages and functions that need your attention to enhance customer experience. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 77 • Enterprise Resource Planning (ERP)System Operational Mapping and Alerts Operational Mapping allows utility administrators to send customer alerts to proactively or reactively alert customers to events such as: Events Example Planned Outage Notification of planned outage that impacts account holder Unexpected Notification that an outage has unexpectedly occurred in a specific Outage area or region if integrated with your OMS. Tree Trimming Notification to customers of tree trimming in a certain area by selection on a map. Hydrant Flushing Notification to customers of hydrant flushing in a certain area by selection on a map. Planned Notification that planned outage event is over and power is Restoration restored Storm Notification Notification that customer should anticipate possible outage due to pending storm,with link to safety and preparedness instructions Confidential/Copyright©2023 SpryRoint Services Inc.All Rights Reserved 78 • Enterprise Resource Planning (ERP)System • Confidential I Copyright©2023 SpryPoint Services Inc.All Rights Reserved 79 Enterprise Resource Planning (ERP)System SpryEngage provides the ability to add layers from other business systems (CIS, OMS, AMS, etc.) and drive communication to customers. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 80 Enterprise Resource Planning (ERP)System Frequently Asked Questions (FAQ) SpryPoint helps ease the number of inquiries coming into your CSRs by included a list of FAQs. We can suggest common questions that you will encounter and will work with you to understand what types of questions may be specific to your customer base. Videos SpryPoint will work with you during implementation to create training videos which can be included within the Help section of SpryEngage. Training videos are designed to cover navigation of business processes (such as sign up for ACH, etc.). Training videos provide an opportunity for both refresher training for existing employees and introductory training to new employees. Customer Relationship Management (CRM) Administrators have easy one-stop access to all pertinent information related to customers. CSRs can view the following on one screen: • Customer, premise and account Information from CIS • Submitted forms and applications • Service Orders • Billing and Payment History • Notes and Phone Calls • Account Tags for segmentation Contact Management Record and retrieve all applicable customer data including the ability to track all communication by phone call, email, or text. Set follow-up reminders and allow users to create tickets for service departments. Customer Segmentation SpryEngage allows you to segment your customers and target specific groups through customized promotional campaigns. Upon the submission of an expression of interest for a service or product, SpryEngage provides a tool to track, nurture, and report on different groups of customers. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 87 Enterprise Resource Planning (ERP)System Campaigns and Promotions Create and manage managing campaigns to market to or engage your customers by segments. Inherent workflow allows end users to design, manage, launch, and report on the success of various campaigns. Campaign Ex• • Case News and Information Users can opt-in to receive marketing information individually. Monthly Newsletter Subscription to receive ongoing information via email Cost Saving Programs Subscription to receive cost savings information, incentives or or Incentives rebates that might be of interest Safety Tips Subscription to receive ongoing information via email Storm Preparedness Subscription to receive ongoing information via email and/or text Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 82 Enterprise Resource Planning (ERP)System Campaigns provide statistics to allow you to drill into what was delivered, opened, clicked and more. Reminders As a follow-up to campaign management, SpryPoint's CRM has strong lead management and follow-up reminders and tracking which can be used to track and monitor customer interest in various offerings. Pipeline and Opportunity Management Monitor and maintain interest in various programs and initiatives by tracking all interested customers from a pipeline view. Information associated with opportunities includes stage, next step, close date, revenue forecasting, and analysis. All data can be easily exported to Microsoft Excel for further analysis. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 83 Enterprise Resource Planning (ERP)System OPTIONAL SpryMobile - Mobile Field Service SpryMebile MOBILE FIELD SERVICE • 0®0 � kw 11. r ® few _r. i� wrna.�ti m I� • In today's environment, utilities of all sizes need to streamline and automate their processes. Fortunately for utilities, technology has advanced rapidly and provides opportunities to respond to these challenges more efficiently and cost-effectively. Mobile enablement has made it possible for utilities to concentrate their efforts in the field enabling them to serve customers more rapidly and efficiently. While the cost of mobile enabling your field service operation has dropped over the last few years, there are still many utilities that rely on pen and paper in the field. Lower cost coupled with technological advances and integration make mobile enabling your field service team a compelling opportunity. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 84 Enterprise Resource Planning (ERP)System Service orders change. When work requirements change, those changes must be communicated to the field. By their very nature, paperwork orders are static documents. To get updated information into the field, someone at the office needs to rely on an email, text, phone, or radio call. Mobile enablement streamlines this process greatly. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 8S Enterprise Resource Planning (ERP)System A streamlined process allows a utility to meet customer demands more rapidly and efficiently. In this sense, mobile enablement is a customer-care and satisfaction tool of tremendous impact. In today's utility environment, that is vital. Functional Overview SpryMobile allows utilities to build upon and extend their existing service and work order systems into the field, delivering: • Streamlined workflow o • Reduced reliance on paper • Instant visibility into the work being completed in the field -- • Improved customer service • . Features and Benefits Overview: t • Mobile and Web enabled: No need for specialized hardware or software. Users access SpryMobile from phone,tablet,or laptop. • Real-time updates: SpryMobile integrates with your existing billing or work order system and provides real-time updates between the office and the field. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 86 Enterprise Resource Planning (ERP)System • Instant Search and Filtering: Search, sort, and filter based on work order type, district, route, status, and more. • Work History, Tracking and Reporting: Daily summary and detail reports on completed and outstanding work. • Mapping: Deploy, manage, and review work geographically. Gain insight into trouble areas. • Dispatching: Easily assign work orders to service groups, crews, and trucks. • Field Comments: Update the back office with comments from the field to document work. • SMS/Text Messaging: Want to alert a customer that your technician is en route? Send a SMS message direct from the service order. • Customer Sign-off: Need a customer's sign-off on a work order? SpryMobile supports digital signatures. • Asset, Meter, and Device Testing: Flexible test forms in SpryMobile help track testing events and stay in compliance. Configuration SpryMobile was built to enhance your existing business processes. To meet this goal,the platform offers a multitude of configuration options. Throughout the implementation process, we work with your team to implement best practices through our configuration engine. As your operation evolves, configuration changes can be made in-app and do not require custom coding or modifications to the underlying platform. �� Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 87 Enterprise Resource Planning (ERP)System Service Order "One-size fits all" does not always work in service orders. Different types of service orders have different requirements and SpryMobile helps you define what information needs to be exposed, and what data needs to be collected. From setting meters,tracking test results, and collecting customer signatures, SpryMobile adapts to the way you work in the field. Dynamic Search and Filters Quickly find the information you need to complete the task at hand. Search across all fields, including partial searches. Filter orders by Status, Type, Service Area, Route, Premise, and Date. •� Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 88 Enterprise Resource Planning (ERP)System My Work Field technicians do not need to see everyone's work. They need to know what work is assigned to them and how to efficiently get it completed. My Work is a dashboard view for field personnel. A simple drag and drop design displays all orders assigned to the technician and allow structuring the work to meet their needs. Technicians can manage their day from a central location using My Work to initiate and review all work. . . Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 89 Enterprise Resource Planning (ERP)System Supervisor Review Supervisor needs differ from those of field technicians. List View provides supervisors with overall view of the state of your operation. • Search service and work orders by any field • Review service and work orders by any status • Drill into more detail • Review service and work orders by map view • Full audit and review capabilities Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 90 Enterprise Resource Planning (ERP)System Customer and Premise Information Go beyond customer names and addresses. Track service areas, lot details, and more to keep your team up to date. Meter Information Consumption and read data is just the beginning. Review and track meter attributes to always be on top of the equipment you have in the field. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 97 Enterprise Resource Planning (ERP)System Field Comments and Forms Tracking Free form comments let you keep records on angry dogs or anything your team needs to be aware of. If you leave forms with customers, track it in your service orders and keep everyone on the same page. Tasks SpryMobile supports an unlimited number of tasks across the platform. Task Types provide business process control and help ensure that field staff complete all necessary steps on a service order. Each task is date and timestamped with the user ID of the person interacting with it to help provide full visibility into the lifecycle of any given service order. ® Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 92 Enterprise Resource Planning (ERP)System Activity Codes Activity Codes provide a sub-level to Task Types within SpryMobile. With Activity Codes, additional detail can be collected on a task-by-task basis across the platform. The result is a rich data collection environment to ensure your team is collecting all the information important to your operation. Customer Signatures Need customer signoff on installation or repair work? With a tablet or other touchscreen device, collect customer signatures and maintain the record with the service order. ..... Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 93 Enterprise Resource Planning (ERP)System Service Order History and Activity Logs Service Order History exposes previous service orders at the premise. Activity logs track each interaction a technician has with an order. From updating a meter read to entering a comment, all activities are tracked here for supervisor review and inquiry. �� Condition Reporting Condition Reporting can be added to any metered service. This feature supports collection of internal and regulatory data in support of meter management processes. From multiplier verification to field testing, Condition Reporting will help your team stay in compliance and on top of meter maintenance. - Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 94 Enterprise Resource Planning (ERP)System Time and Materials Tracking If you need to track time and materials used on a job,track it directly on the service order. Labor and material tables are updated and maintained behind the scenes to deliver a quick and easy way for your team to track on the go. Service orders also provide full activity logging, so you know who worked on what, and when. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 95 Enterprise Resource Planning (ERP)System Mapping and GIS SpryMobile overlays data from your CIS or existing infrastructure and asset GIS layers on top of the map within application. Whether it is linear assets such as pipelines, or point assets such as hydrants and poles, SpryMobile provides a map-based toolset to maximize the lifespan and performance of assets while reducing operating costs. Below is a screenshot with CIS Service Order layers layered on top of the map in our SpryMobile application. ,• Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 96 Enterprise Resource Planning (ERP)System Dispatching Work assignment and dispatching has traditionally been limited to sorting stacks of paper and handing them out to your team. SpryMobile dispatching provides a holistic view of daily work requirements for easy assignment to crews, teams, trucks, or individuals. When an order has been assigned, it is visible to the assignee through their My Work dashboard. Dispatching no longer needs to be limited to the start of the workday. As work requirements change through the day, you can always assign or reassign work as necessary to meet your needs. Simple drag and drop functionality to facilitate the following: • Create Work Teams by Individual or Crew • Easy reassignment of individuals to multiple crews • Auto Dispatch by Work Order Type, Geographic Zone and more • Dispatch directly from a map view of Work Orders • , When an order has been assigned, it is visible to the assignee through their My Work form. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 97 Enterprise Resource Planning (ERP)System Scheduling The scheduling board allows supervisors or dispatchers to drag and drop work orders into timeslots by individual or by crew. Work Orders can also be auto assigned to individuals or crews by work order type or geographic region. Configuration on the work order level allows for an estimated time of completion to help optimize time slots and scheduling. The Scheduling Engine uses travel times based on Street Level Routing to maximize resource utilization and respond effectively to emergency requests. Rules can be configured to handle unique circumstances such as storms, overtime, outages, and emergency or priority orders. SpryPoint's flexible scheduling engine is designed based on industry best practices to address the challenges associated with management of crews spread over large service territories. Operational Outlook provides supervisors with a flexible view to understand upcoming work schedules by individual or crew. Views of work to be completed can be displayed on the department level or by service area. Upcoming work can be analyzed by day, week, or month to ensure resource optimization in scheduling. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 98 Enterprise Resource Planning (ERP)System Resource Optimization and Capacity Planning SpryMobile Capacity planning provides visibility into workforce capacity. Capacity planning details available time by field technician or crew allowing you to optimally distribute work and maximize productivity. / Confidential/Copyright©2023 SpryRoint Services Inc.All Rights Reserved 99 Enterprise Resource Planning (ERP)System Reporting Reporting is an integral component of any operation. From reviewing trouble zones in your service area to understanding employee and resource allocation, access to actionable data allows your team to respond efficiently and effectively. SpryMobile can report on every aspect of the data collected or generated, reports can be presented in dashboards, PDF, Microsoft Excel, and CSV. ■■ ■ ■ ■ ■ ■■ ■■ ■ ■■ ■ . ■■ ■ Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 700 • Enterprise Resource Planning (ERP)System Hardware, Operating System and Programing D. Hardware, Operating System and Programming Form 1. What hardware platform(s) does None. All of SpryPoint's products are Vendor's proposed application delivered through a secure web software currently operate on? browser. All of our products are hosted on AWS infrastructure contained within the United States of America. 2. What operating system does Vendor's Not applicable. All of SpryPoint's proposed application software products are delivered through a currently operate on? secure web browser. 3. What database environments does SpryPoint products operate within a Vendor's proposed application Postgres SQL database. SpryPoint software currently operate on? manages the hosting of this database and provides wide range APIs for interfaces and integrations. 4. Is Vendor committed to supporting Yes. the above operating system, database and hardware platforms for the foreseeable future? 5. Does the application support native Yes. Chrome, Safari, Etc... browser based deployment for workstations? Which web servers and browsers are supported? (IIS, IE 11, etc.) 6. Does the system support Yes. We have not encountered any deployment/usage using remote issues regarding our VPN access access tools (e.g. VPN)? Are there requirements. any issues related to this type of utilization? Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 701 Enterprise Resource Planning (ERP)System E. Implementation Plan Implementation Plan Form 1. How many fully operational installations has Proposer Local Govt - 55 completed? County Govt—same as above State Govt. - N/A State overall percentage finished before, on, or past Other - 1 Private original client implementation goal/deadline. Total - 56 2. What is the hourly rate for implementation assistance We charge $ beyond that which is included in Proposer proposal by skill-set? Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 702 Enterprise Resource Planning (ERP)System Implementation Methodology SpryPoint's implementation methodology breaks down the process into steps that build on one another. SpryPoint uses a hybrid approach that leverages some of the best practices from traditional waterfall methodologies and newer agile approaches.The initial Analysis phase is paramount in building a foundation based on a solid understanding of the City's business requirements and proceeding from there only when mutually agreed to. Our methodology is built around the belief that the client needs to be actively "touching" the software throughout the course of implementation. SpryPoint will work together with the City through multiple iterations of configuration,testing, and training until both parties mutually agree on go-live readiness. At a high level, our methodology proceeds as follows: SpryPeint Implementation Methodology f / Deployy • i Project Schedule Configure to Model Data Conversion Final Conversion Continuous Initial Training Data Cleansing and End-to-end System Training Improvement Mapping Managed Services FiVgapAnalysis User Testing Cutover Planning Operating Model Fit Technical Designs User Training Go Live Upgrades Data Conversion Plan Agile Configuration Agile Testing Scripts Sprints for faster feedback loop User Acceptance Testing Work Streams PROJECT MANAGEMENT DATA CONVERSION TIONS eTRAINING We have included a comprehensive breakdown of all implementation tasks, responsibilities, and costs. To see milestones please refer to our Implementation Plan. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 703 • Enterprise Resource Planning (ERP)System Project Management Approach SpryPoint will provide a Project Manager throughout the project's life who will work directly with the City's Project Manager to ensure all project responsibilities and milestones are achieved. The Project Managers will be jointly responsible for project management activities, including planning and execution, the delivery of change management, and project communications throughout the project. SpryPoint's Project Manager is ultimately accountable for the project and retains the responsibility of ensuring that day-to-day project decisions are made according to the project schedule. The City's Project Manager will hold SpryPoint's Project Manager and assigned resources accountable for the quality of services delivered, meeting the functional requirements, costs, and project timelines. Project Methodology SpryPoint uses a highly structured and layered project management methodology,which relies on detailed and complete project plans to determine who is working on what tasks and when, throughout the project's life. Central to SpryPoint's philosophy is maintaining strong team communication, setting expectations early, facilitating and coaching as required, and monitoring progress. SpryPoint's methodology is the backbone of the implementation; however, it is understood that `one size does not fit all. SpryPoint takes a consultative and pragmatic approach to ensure that the methodology fits the City's organization. Project Plans SpryPoint recommends strong proactive project management—managing, monitoring, and addressing issues early. The project plan will cover the whole project; however, SpryPoint will update the project plan weekly, or at an interval as agreed to by both the City and SpryPoint's Project Managers. SpryPoint and the City will monitor the adjustments to determine that the project is on schedule and budget. SpryPoint strongly stresses that all planning must be jointly performed and communicated by the project managers of both teams. There are several policies SpryPoint enforces to ensure a smooth project is achieved: • Project Plans will include clear objective milestones to determine that project progress is real and accurate. These milestones are identified and agreed upon between the City and SpryPoint. • Project Plans will have baselines approved and adjusted through the Change Control process. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 704 • Enterprise Resource Planning (ERP)System • Project changes will be approved and reflected in the project schedule. • Project Plans will contain Resource Staffing for the City and SpryPoint, including estimated effort and percent complete. • Project Status Reports will accurately reflect the achievement of the project concerning the project plan. Project slippage is identified early when there are still opportunities to make adjustments. Project Communication The SpryPoint Project Manager, working with the City's Project Manager, will compile status reports for distribution to both the City and SpryPoint management. Bi-Weekly meetings will be held to review the overall status, schedule, and open issues noted in the status report. Communication Method Frequency Distribution List/Attendees Status Meetings Bi-Weekly City PM, SpryPoint PM Project Status Reports Bi-Weekly City PM, SpryPoint PM Project Plan Updates Bi-Weekly City PM, SpryPoint PM Project Workbook Updates Ongoing City PM, (Risk Log, Issue Log, Action SpryPoint PM Items) Risk Management The following procedure will be used to manage Project issues and risks: • Identify and document • Assess impact and prioritize • Assign responsibility • Monitor and report progress • Communicate issue resolution Conflict is inevitable with a project of this magnitude and complexity. SpryPoint and the City will have a clearly defined and mutually agreed upon conflict resolution process. The plan must be discussed early in the project and documented accordingly. SpryPoint recommends three levels of conflict escalation, starting from the bottom up: Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 705 • Enterprise Resource Planning (ERP)System • Executive • Director • Project Managers One representative from SpryPoint and one representative from the City are designated at each level. Decisions are based on project documents, such as the contract and SOW. Change Management During the project, either party may request, in writing, additions, deletions, or modifications to the services described in this SOW ("change"). SpryPoint will not commence work in connection with any change until the change is agreed upon in a written Change Order signed in accordance with the contract documents. All changes to the SOW must be agreed upon by the parties and evidenced in a written instrument (contract modification) signed by the parties authorized representatives. Any changes that do not satisfy this requirement shall be deemed unauthorized, void, and unenforceable. Issue Tracking For a successful project, issues must be carefully tracked and managed. As part of SpryPoint's project methodology, a tracking tool is used throughout the implementation to track and report on: • Configuration setup and changes • Project Issues (SpryCIS issues; Business Process Issues; Conversion Issues; Bill Print Issues; Reporting Issues; Environment Issues) • Cut-over Tasks and Assignments • End User Training Items SpryPoint's issue log allows project team members to see the severity/priority of the issues, the status of issues, who is responsible for the issue, and the timeline for resolution. Use of project collaboration site SpryPoint uses Wrike and Googles docs for project management and collaboration with our customers. Wrike is an all-in-one project management and collaboration software. It gives complete visibility of where your project is at with a visual timeline that you can edit with dependencies. Wrike helps accelerate project delivery by helping your resources prioritize their tasks and connecting them with discussions, files, and emails to your project plan. Combined with the integrated time tracking, you get a real-time view of the project at any time (even on your mobile) and can keep your team on track without time- intensive status meetings. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 706 • Enterprise Resource Planning (ERP)System Wrike features: • Task management • Interactive Gantt chart • Workload management • Time tracker • Discussions • Real-time newsfeed • Document collaboration • 30+ integrations, including two-way sync with Github & Jira • Email integration • iPhone and Android apps • Customized reports Add on features available for Wrike: • Wrike Resource — Resource management • Wrike Proof— Asset Review & Approval • Wrike Publish — Digital Asset Management • Wrike Analyze — Analytics & Reporting System and Operational Procedure Development SpryPoint's implementation methodology breaks down the process into steps that build on one another. The first major phase of implementation is Analysis. SpryPoint Implementation Specialists will work with the City's business process experts to discuss the design required and gather the specific information needed to complete the configuration of SpryCIS. During the workshops, SpryPoint's team will ask the City's staff challenging questions on "why" specific processes are followed to gauge whether they are a result of limitations of the legacy Billing system and need to be redesigned or eliminated. These workshop sessions and resulting documentation will be used to analyze existing processes, develop new processes, and serve as the detailed blueprint for the system's implementation and initial configuration. SpryPoint's methodology maintains complete documentation around all configuration decisions. This documentation will be used to assist in creating the test and training plans. This process will complete draft specifications for all modifications, interfaces, and reports. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 707 • Enterprise Resource Planning (ERP)System Design workshops will be focused on: • Developing Workshop schedule/agenda with input from the City. • Before onsite/remote sessions, SpryPoint staff will familiarize themselves with the City's system using available material provided by the City's team, personal interviews, and other such information as needed. • Providing a refresher overview of the functionality in SpryCIS, as well as a demonstration of how configuration and setup are performed. • Discussing possible organizational changes that may result from implementing the new system. • Conduct individual or group interviews to confirm current business processes, review the standard configuration of the CIS Solution in relation to these processes, and identify necessary modifications or configuration changes. Some of the key areas to be discussed will include: o Customer Service o Service Orders & Mobile Field Service o Meters o Billing o Accounting, Payments, and Collections o Bill template design and presentment o Bill template design and presentment o Customer Engagement Portal o Conservation initiatives o Conduct additional interviews to define requirements for: • Data Conversion - determine the type and amount of data to be converted, how the data will be extracted, how the data will be mapped to the new data structures, any expected data cleansing, and the overall migration plan. • Interfaces - determine the type and amount of information to be exchanged, the method of exchanging the data, any special processing needed, and a schedule for delivery of both sides of the interfaces. • Modifications - determine whether any changes are needed to support the City's business needs. • Customer Reports - review reports available in SpryCIS and identifies any additional reports which need to be created or modified to meet business needs. • Dashboards — Given that the City is not yet familiar with the future state operating model, SpryPoint will drive discussions on Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 708 • Enterprise Resource Planning (ERP)System the industry best practice recommendations on the operational dashboard and metrics used to measure performance. The discussion will center around future state focus on what `should' be measured rather than a focus on existing measurements (other than performance measures required for legislative or regulatory reporting needs). Post-Discovery sessions: • Incorporate each meeting's findings into Analysis & Operational Redesign Report • Report will include the final solution plan, including the list of modules to be configured, gaps to be developed, interfaces, and any modifications to the system required to be addressed for the system to be operational on go-live. • Present Report draft • Conduct Report review session and update as needed • Update Report as needed • Present final Analysis & Design Report for approval • Review and update project plan to reflect the final approved Report Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 709 • Enterprise Resource Planning (ERP)System Software Installation SpryPoint's platform is delivered as Software as a Service (SaaS), and no hardware or equipment staging is required. While cloud-based and hosted applications might sound similar,they are very different on the surface. We believe that hosted models do not offer the full advantages of true cloud computing. SpryPoint's platform consists of native cloud applications designed and deployed specifically for cloud environments. All SpryPoint's applications run on multi-tenant cloud infrastructure. However, each client has single-tenant application and database instances. Data from different customers are not stored on the same tables or hardware. Our platform is deployed in a highly secure cloud infrastructure (Amazon Web Services) and delivered in a software-as-a-service (SaaS) nature. Advantages include: • Reduced implementation times because no additional hardware or software installation is required. Customer access occurs almost "instantaneously." • Common code base enables quicker,faster upgrades across the customer base. Eliminating long wait times to allow new functionality or critical security fixes. • Seamless, dynamic expansion of computing resources to scale with usage and/or users Because our software is delivered in a SaaS environment, SpryPoint can continually provide our customers with new features, performance updates, and support fixes. • This delivery methodology means that the City will always be up to date with the most recent version and release, eliminating the need for major upgrade cycles. The scheduled release cycle for most SpryPoint web services includes updates every two weeks. • New features may be available for testing and review via sandbox /staging environments. This allows our customers to understand, validate, and provide feedback on new features. SpryPoint can make improvements and finalize enhancements before rolling them out to our production services. Environments SpryPoint will create the required environments, including Sandbox, Staging, and Production. Occasionally, additional environments are established for specific purposes throughout the implementation (E.g., Test&Train).An initial dataset shall also be installed so that the applications will function consistently in a normal working environment. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 770 • Enterprise Resource Planning (ERP)System Data Conversion Plan A quality data conversion is a central pillar of a successful implementation. To ensure the integrity of the conversion, SpryPoint's methodology provides for a multilayered series of audits and verifications. SpryPoint will lead all conversion efforts, and the City will make IT resources available to assist with data extraction, mapping, and preliminary data validation during the conversion efforts. The City, under the guidance of SpryPoint, will assume responsibility for developing a repeatable, consistent, and efficient process to extract the relevant legacy data identified for conversion. Legacy system data extracts will be provided to SpryPoint in the same format unless changes are agreed upon. SpryPoint has experience converting from dozens of CIS solutions, and SpryPoint will have routines and scripts in place to accelerate this process with the City. ASSUMPTIONS SpryPoint's Activities: 1. Create a Data Conversion Plan based on information provided in the Gap Analysis. This will include detailed mapping of data fields between the source databases and SpryCIS. 2. This Data Conversion Plan will: a. identify how and what data will be cleaned before conversion; SpryPoint will use every effort to utilize tools to minimize manual cleansing b. identify and develop any scripts to be used to clean the data during migration c. identify any data that will be cleaned after the data conversion d. identify any standard fields where data will be auto-generated or predefined e. identify testing that will be done on SpryCIS after each conversion to ensure that the data will work within the SpryPoint system 3. Assist the City in extracting and preparing data for import. 4. Perform data conversions: a. Conduct testing between each conversion with the assistance of the City. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 777 • Enterprise Resource Planning (ERP)System The City's Activities: 1. The City will assign staff to conduct data preparation and cleansing activities. 2. The City will assign technical resources to provide SpryPoint with legacy system file layouts and data descriptions. 3. SpryPoint will provide staff to assist the City's staff in supporting the legacy data conversion. 4. SpryPoint will develop a conversion strategy and present it to the City for review and approval. 5. SpryPoint will review the City's file layouts and data descriptions. The mapping of source data to the target environment will be accomplished through a joint SpryPoint and the City workshop. SpryPoint and the City will prepare the mapping specifications based on these sessions. 6. SpryPoint will design, develop, and create validation processes (for example, dollars, meter reads, consumption). 7. SpryPoint will run the data conversion programs and verify the quality of the data. 8. SpryPoint will modify conversion load programs and extract programs to address data conversion and clean-up issues. 9. The City will assign individual(s) to assist with data validation. Responsibilities The table below summarizes the various activities, roles, and responsibilities of SpryPoint and the City's implementation staff during the different conversion phases. During the Analysis phase, SpryPoint's implementation team will work with the City to determine the type and amount of data to be converted, how the data will be extracted, how the data will be mapped to the new data structures, any data cleansing that is expected, and the overall migration plan. Data Conversion Plan SpryPoint will provide a comprehensive Data Conversion Plan centered on the information gathered during the Analysis phase. The Data Conversion plan includes a strategy that outlines a detailed mapping of data fields between the legacy CIS and SpryCIS. SpryPoint will use every effort to utilize tools to minimize manual cleansing activities during the conversion. SpryPoint recommends that three years of history be converted directly into the SpryCIS database. Additional historical data beyond the 2 — 3 years can be imported into an archived database for easy access by City staff. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 772 • Enterprise Resource Planning (ERP)System Data Converted into SpryCIS SpryPoint recommends that only 2 — 3 years of history be converted directly into the SpryCIS database. Below are our recommendations based on industry best practices. Data SpryPoint Conversion Source Conversion Source Response and Object • Account/Parcel Legacy Billing All Active Accounts/ Parcels Included File System Active Legacy Billing All Active Customers, including Customer File System customer relationships (i.e., Included landlord/tenant) Active Legacy Billing Customer System All Active Customer Balances Included Balances Legacy Billing Included - Active System Current - Consistent with Active Opening Customer Customer File including balances and Payment transaction detail information current History and budget billing information. budgets (not Historical). Active Legacy Billing Customer System All Available Included Deposit History Active Legacy Billing Current, 3 Years Historical Customer System including each register on each Included Consumption meter for a specified timeframe. History Active Legacy Billing A minimum of 3 years history - Customer Notes System Consistent with Active Customer Included File Inactive Legacy Billing A minimum of 3 years history Included Customers System Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 773 Enterprise Resource Planning (ERP)System Inactive Legacy Billing Customers with System All Inactive with Balances Included Balances Services on Legacy Billing All Service on Active Accounts Included Account System Closed Service Legacy Billing Past 3 Years of Closed Included Orders System Open Service Legacy Billing All Open Service Orders Included Orders System Meters In- Legacy Billing All Active plus additional inactive Included Service System meters as required Meter Read Legacy Billing 3 Years Historical, Consistent Included History System with Meter Inventory Attachments on Legacy Billing To be All attachments Accounts System discussed Legacy Billing Header Level Current, plus unlimited Historical System Records. We - Consistent with Active Bill History do not provide Customer File including Bill Calculation transaction detail information Details. Legacy Billing Included - System Discussion Current plus unlimited historical Credit History as needed. required on level of detail required. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 774 • Enterprise Resource Planning (ERP)System Historical Data Archive SpryPoint understands the value that you have in your legacy CIS data, and we are committed to ensuring that you maintain access to that data in an easy-to-access tool within SpryCIS. SpryCIS is in a unique technical position that allows us to store data in several relational and non-relational database technologies to maximize the accessibility of legacy data while ensuring that legacy data does not force SpryCIS to primarily use a relational database for all transactional processing. This database is designed for referential integrity, processing performance, and inquiry performance. Legacy data can present a challenge;for example,the billing details from prior years must reference rate details from prior years, payment data must reference financial information from prior years, etc. The introduction of long-term legacy data into the SpryCIS database can result in many legacy configurations that can clutter the design and user experience. In addition, it can add significantly to the cost associated with conversion, mapping, storage, and processing. To address the challenge of legacy data, SpryPoint has introduced the legacy data archive feature, which allows for storing nearly unlimited quantities of legacy CIS without compromising performance. This data is pre-processed and stored in a proprietary format, allowing for very fast searching and retrieval within the CIS while significantly reducing the effort required to convert data from legacy data structures to SpryCIS data structures. SpryPoint's data team will take custody of your large legacy data sets - information such as bills, notes, credit and collection history, and anything else your organization values in the legacy database. We analyze and preprocess this data and store it in the legacy data archive while configuring the in-app inquiry screens to ensure that you can query and report on data as needed. SpryPoint's proposed structure will enable the City to start using SpryCIS with a clean set of go-forward configurations while ensuring that you will always have instant access to legacy account information within SpryCIS. This is intended to include: • Multiple search options to retrieve historical account information from within SpryCIS. Field searches include names, addresses, account numbers, meters, and locations. • Account information will compile a historical view of the account, including ownership and all related payments/charges/bills. • Account data will be exportable to Excel/CSV for retrieval sharing • Meter history will be searchable to allow for historical readings on a meter to be compiled and exported Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 77S Enterprise Resource Planning (ERP)System • Quick links to critical historical data from existing accounts/premises on SpryCIS pages (e.g., Account Page or Premises Page) will allow for smart links to the common object back to the historical records associated. A Nay I A«ane / MCNivArri. Arct M ACax"SIrCh A—M Nur11Wr CNFbnM N_ SF AO ... MGHWAY BELTWAY M DESCRWTION ACCOUNT NUMBER CUSTOMER NAME SERWCE ADDRESS ACCOUNT MANAGER 10 ACCOLPff BTATIB ACCOUNT TYPB BILLMD 5000000 NAV000101000,N E470 PUBLIC 09 NE�70 FNALLED COMMERCIAL 1211 HIGHWAY BELTWAY IIWr AUTHORm R S000004 NAV000100000100 EJ70 PUBLIC O910 N E470 FNALLED IRRIGATION 12-11 HIGHWAY BELTWAY HWY RR CLASS AUTHORITY $000005 NAV000111000110 EJ70PUBUC 3900 N Ea70 FNALLED COMMERCML 12.21 M@IWAY BELTWAY NWY AUTHORITY 5 AS72 NAVOVIV0376E2 E470PUBLIC 2600 S E470 ACTNE COMMERCWL M23 HIGHWAYAUTH BELTWAY NWY W265r0 NAVOE71Y00376M EJ70 PUBLIC 2610S E470 ACTNE IRRIGATION MIT MGHWAY BELTWAY HWY INN CLASS AUTHORITY This data subsystem addresses several critical considerations: • SpryCIS clients need to be able to retrieve legacy data occasionally via searches and reports • SpryCIS clients may wish to perform analytic operations on historical data for trending and research purposes • The data subsystem can also be used for archival purposes from SpryCIS to address regulatory data archival requirements • Relational database services are an expensive storage mechanism. AWS S3 is comparatively inexpensive and supports massively parallel data retrieval operations. Iterations Since the same process will be used for system go-live conversion, repeatability, consistency, and efficiency are critical. SpryPoint uses an agile implementation methodology, and multiple iterations of data conversion will be completed throughout the project to ensure an acceptable level of accuracy and consistency. The City's and SpryPoint will jointly consider complete data conversion activities when an entire data conversion does not yield errors that would equate to a Priority 1 or 2 items defined in the Service Level Agreement for production operations. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 776 • Enterprise Resource Planning (ERP)System Build and Configure SpryCIS offers a multitude of configuration options. As a SaaS solution with one version of code, the platform is very flexible with the ability with making specific fields mandatory while others can be hidden. Throughout multiple iterations of configuration, SpryPoint will work with your team to configure the solution based on information gathered during the analysis phase and our experience with industry best practices. Users, Roles & Security User management configuration is an administrative function of the SpryPoint platform. Based on the Analysis workshops and interviews, our team will work with you to develop a security plan that identifies roles, responsibilities, and access to modules, tables, data fields, dashboards, and reports. User types are typically created based on role or department and can be assigned access to specific functionality. Access to particular screens, features, and functions can be added or revoked by system administrators at any time. All access to SpryPoint's cloud infrastructure is regulated by our cloud providers' industry standard identify and access management service and managed by our operations team. Active Directory integration, multi-factor authentication, and flexible password policies are configurable and available to all users. Application Configuration Our implementation specialists will work with your staff to configure each module according to your requirements and industry best practices. SpryPoint follows an agile methodology where configuration is an iterative process, and adjustments are made throughout all implementation phases. An emphasis is placed on personalization, workflow, and automation to ease the transition to your new solution. Typically, we will establish dashboards by department (Cashiering, Customer Service, Operations, Finance, etc.....), which contain key metrics. We encourage our customers to "own" configuration management after go-live, providing comprehensive training to system administrators on configuration options throughout implementation. As your operation evolves and requirements change, administrators can quickly make configuration changes and should not require custom coding or modifications to the underlying platform. SpryPoint is constantly enhancing our platform, and application enhancements benefit all customers as we only maintain one version of code for each product. If custom coding or modifications are required to meet specific requirements, all development efforts will be handled by SpryPoint. SpryPoint Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 777 • Enterprise Resource Planning (ERP)System pushes updates to our customers as regularly as bi-weekly, and upgrades do not impact configuration changes. Interfaces and Integrations SpryPoint's management & staff have decades of experience building and deploying system integrations. We pride ourselves on being flexible in working with new& existing systems. SpryPoint's approach is to build the required integration endpoints with cooperation from resources from the integrating application whenever possible. SpryPoint manages the building, testing, sandboxing, and signoff for production deployment and configuration. In many cases, existing integration endpoints can be reused for multiple integrations, reducing cost and enhancing reliability. SpryPoint solutions are designed with REST Application Programming Interfaces (APIs)to enable real-time integration. When we need to integrate solutions that do not have APIs available, SpryPoint also has experience doing database-level integrations with other enterprise applications. We will supply information on methodologies, authentication, and authorization mechanisms. Below is a list of completed or in-progress integrations: • Badger — AMI/MDM • CityWorks — WAMS • Tantalus — AMI/MDM • Watersmart — Customer Engagement • Elster — AMI/MDM • Simply Accounting — ERP • Landis & Gyr - AMR • Quickbooks — ERP • Itron — AMI/AMR • Kronos — Time Entry • Sensus — AMI/AMR • EU Outage Management System • ESRI — GIS • File Nexus — ECM • Microsoft Dynamics GP — ERP • Open Street Maps - Mapping • SAP — ERP • Mapquest— Mapping • Tyler MUNIS - ERP • Google Maps — Mapping • Dynamics 365 Business Central — • ETI CableBridge - Provisioning ERP • Workday — ERP • Cogsdale CSM — CIS • Advanced - Infinity CIS • Oracle CC&B - CIS • Paymentus EBPP • Stripe Payment Processing • Invoice Cloud EBPP • Moneris Payment Processing • Active Directory • OKTA Authentication Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 778 • Enterprise Resource Planning (ERP)System SpryPoint will create an Integration Design Document for each interface to define the detailed design, technical approach, and the appropriate error handling if there are problems with the interface. SpryPoint will manage the building, testing, sandboxing, and production deployment and configuration. Interface Summary Infosend SpryPoint has integrated with Infosend multiple times. We recommend that SpryPoint own the development of a new bill template during implementation and SpryPoint will generate all the PDFs for print. We will send a collated PDF file for printing to InfoSend. We can also provide a bill file export to InfoSend if that is the City of Twin Falls' preferred approach. CityWorks The Cityworks integration offers a versatile solution for enhancing communication between SpryCIS and Cityworks. This integration is built with the flexibility to empower City administrators in streamlining and optimizing their business processes, all managed through configuration settings in the interface. SpryCIS leverages Cityworks REST APIs for real-time information exchange. The key components of this integration include: • Mapping SpryCIS service order types to Cityworks work order templates, which includes custom field mapping. This allows administrators to configure field operations to be completed in SpryMobile or Cityworks on an order-to-order basis. • Real-time creation of work orders in Cityworks when service orders are generated in SpryCIS. • Scheduled monitoring by SpryCIS for work order updates in Cityworks.Work order updates can trigger various back-office service order actions in SpryCIS, including user notifications, charge creation, alerts, and access to Cityworks fields from the service order page in SpryCIS. • Bidirectional synchronization of premises and service point data between Cityworks and SpryCIS, covering details such as meter box information, service point location, and coordinates. • Work orders created in Cityworks can be synchronized back to SpryCIS, provided they are mapped to a service order type and a premise that exists within SpryCIS. This allows field technicians to initiate field activities in Cityworks without requiring direct access to SpryCIS or time-consuming manual processes. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 779 • Enterprise Resource Planning (ERP)System Interface Summary Note: The availability of specific integration functionalities may vary depending on the version and installation type of Cityworks in use at the utility. Older versions of Cityworks may provide less integration capability than current versions. Esri ArcGIS SpryCIS include standard Web Map Services (WMS) integration capabilities. This allows administrators to configure SpryCIS to display layers from WMS services. These layers are then available for display on maps within SpryCIS Note that Esri ArcGIS licensing terms dictate that publicly available map services may be displayed within Client applications such as SpryCIS while authenticated web map services require Esri user licenses for each user accessing those services. SpryPoint can assist your administrators in working with Esri to acquire licenses where needed to ensure that your staff can access authenticated web map services. In cases where your GIS administrators wish to use data within SpryPoint applications in GIS layers, SpryPoint includes a read-only database service which can be used as a data source for GIS services. GIS administrators can also access and export data from SpryCIS using built-in report tools such as Metabase / reconnection for non-payment of account. E I SpryPoint maintains a standard interface with Selectron which: i. Makes customer and receivable information available to Selectron for outbound dialing purposes. ii. Receives Customer Updates, Payment Information and confirmation of calls from Selectron By leveraging Laserfiche's built-in web linking functionalities, SpryCIS can provide direct links to specific documents or folders from pages such as individual Accounts and Premises. When clicked, these links provide direct access to the intended content within Laserfiche, enabling seamless retrieval or viewing. Laserfiche URLs are configurable using SpryCIS "alternate identifier" configurations, which eliminates any requirement for custom development. This process facilitates Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 720 • Enterprise Resource Planning (ERP)System Interface Summary effortless integration, ensuring that users have immediate access to important documents without needing to navigate through the entire Laserfiche repository. We support backflow systems through a preformatted export of data sets scheduled to export from our job scheduler. We would need more information to confirm the export requirement to support your system SpryPoint maintains a robust integration with Badger BEACON across our product suite. Integrations are designed to automate routine integration processes, eliminate manual handling of meter reading information, maximize the business value of interval reading information to support customer service and operations, and streamline implementation and testing processes. Key features of these integrations include: The SpryCIS data model supports vendor-specific data models and configurations to support Badger metering infrastructure, including Badger-specific meter configurations, endpoint configurations, and encoder configurations. This ensures that Badger meters are created, maintained, and operated according to known standards and best practices, and supports deep integration between Badger BEACON and the SpryPoint product suite. A fully-automated scheduled master file exchange serves to regularly update BEACON° with the latest information on customers, accounts, and meter installations from SpryCIS. This ensures that both systems consistently operate with the most current and synchronized data. SpryCIS can directly retrieve billing meter readings via the BEACON° API. This seamless integration allows for accurate and timely billing, while reducing operator effort by eliminating manual data exchange processes. SpryCIS and SpryEngage can display interval meter reading data sourced from BEACON, along with overlays of weather information. This allows a direct analysis of customer usage patterns, continuous usage, and correlations with weather conditions. SpryMobile supports BEACON-specific AMI meter installations, upgrades, and maintenance. Field worker meter maintenance forms are tailor-built to support Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 727 Enterprise Resource Planning (ERP)System Interface Summary common Badger meter operations. This ensures that data is entered correctly at the source and is easily validated and in meter quality assurance processes, while automating the back-office meter replacement and maintenance data updates. SpryCIS also supports batch integration with Ensight+ and other mass-meter work order systems to automate the update of back-office information for meter installations and upgrades. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 722 • Enterprise Resource Planning (ERP)System Testing Plan SpryPoint has a track record of successfully delivering proven solutions to our customers. Multiple testing levels are included in our implementation methodology to ensure our implementations' success. Testing Assumptions • SpryPoint will provide templates for developing test scripts. • SpryPoint and the City will jointly develop all test plans outlining the testing approach, methods, data, and participants. • SpryPoint will lead, and the City will support conducting a product integration test to ensure the delivered product enhancements, interfaces, reports, forms, and workflows work to specification and do not adversely impact the system. • The City will assume responsibility for conducting a business test (Day in the Life) focusing on how well the business processes flow with the new system and a comprehensive User Acceptance Test. • The City will review and assist in testing activities under the direction of SpryPoint, for SpryPoint designated testing activities, and SpryPoint will assist in testing activities under the direction of the City's Test Manager for City assigned testing activities per the test plan. • SpryPoint will provide resources for product fixes resulting from errors identified during the system testing process. • SpryPoint will deliver the completed CIS Solution to the City for review and acceptance. SpryPoint's Testing Methodology is based on the following steps: Test Planning A jointly developed test plan outlining the testing approach, methods, and processes is fundamental to the testing methodology. Although the project plan outlines functional and integrated testing for resource allocation and scheduling, a detailed test plan will be developed before testing commences. These detailed plans provide a week-by-week outline of the major tasks and the resources responsible for them, formulating our roadmap. Functional Testing The primary purpose of the Functional Testing step is to establish that decisions made during the project's assembly phase will align with the City's business requirements. Functional testing will take place on clean, controlled data. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 723 • Enterprise Resource Planning (ERP)System Functional Testing utilizes scripted scenarios based on industry best practices. Data (accounts, persons, locations, etc.) is entered into the system and verified before the testing. This ensures that the initial testing of the configuration decisions is on "clean" data. To facilitate functional testing, SpryPoint has developed a number of available testing scenarios that utilize SpryCIS functionality. The scenarios are broken into two categories: a. Primary Scenarios — These scenarios involve functionality relating to the core business processes of SpryCIS. These primary scenarios perform the most common end-user and back-end functionality, such as move-ins, move-outs, billing, and collections. These scenarios also access the key database tables, are common for most client configurations, access a wide breadth of major functionality, and test business processes of many different utility departments. The primary scenarios result in easy-to-determine pass/fail outcomes and provide the tester with validation data and process log information while testing. In short, these all-encompassing scenarios are the most effective way to `touch' the application in its entirety and identify any major configuration or non-fit issues as early as possible. b. Secondary Scenarios — These scenarios involve testing a broader spectrum of functionality in SpryCIS. These scenarios build on the functionality tested using the primary scenarios. Through primary scenario testing, testers will have gained a deeper knowledge of the available functionality and learned testing techniques that will assist them in testing more complex scenarios. Secondary scenarios are designed to test unique, City-specific functionality, infrequent or less common processes, and derivatives or combinations of the primary scenarios. SpryPoint and the City will review the library of available scenarios to determine whether they are needed for functional testing on the implementation project. Integrated Testing Integrated Testing aims to ensure that SpryCIS is ready for production. SpryPoint's methodology recommends the following three fundamental principles to optimize both time and resources throughout Integrated Testing: 1. Recreate a realistic "production-like" environment Using converted data, the City and SpryPoint will agree upon a subset of data and scenarios to represent the production system. This will typically consist of running billing cycles that provide the cross-section defined in our risk tolerance analysis. In creating the `pseudo-production' environment, we ensure all components of the production system have been identified and incorporated into the Integrated Test Plan. In addition to the system itself, this includes the Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 724 • Enterprise Resource Planning (ERP)System procedures and processes that need to be in place for the system to run correctly,the production reports that supplement the system,the documentation and training of the operations personnel, and all interfaces to other internal and/or external systems. 2. Manage the focus and momentum of Integrated Testing SpryPoint will ensure that all team members are clear on their activities, when they are supposed to be doing them, and whether they have completed their task(s). 3. Ensure all activities move the team toward a successful Go-Live SpryPoint will ensure that all activities move the City toward the final goal of a successful Go-Live. The activities of all team members and project issues will be managed closely. Key timely metrics for testing progress and issue resolution must be established and monitored closely. Deviations from the plan will be identified by reviewing testing activity metrics frequently and adjusting the plan and strategies accordingly when applicable. SpryPoint uses a structured non-linear approach toward Integrated Testing to ensure the previously described principles are followed. The procedure involves having multiple groups of test team members performing key integrated testing activities in these five main areas: o Core integrated testing, which tests major batch processes. o Financial scenarios which focus on validating financial transactions. o Integrated testing scenarios inclusive of primary and secondary scenarios. o Unit testing interfaces and modifications. o Unit testing reports and bill prints. Each cycle of testing takes the system one step closer to production. Interfaces, complete data conversion, production reports, and volume readiness are tested in this phase. From Integrated Testing, system metrics are derived to ensure the system is production-ready. Cycle Parallel — Bill to Bill Comparisons During Parallel Testing, the project team will test the billing process in several stages. Initially, this is rapidly run billing on converted data by simply estimating reads, validating charges, and analyzing errors. Parallel scenarios will progress in complexity until the meter reading file is uploaded and bill comparisons are made with the legacy system. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 725 Enterprise Resource Planning (ERP)System The bill-to-bill comparison is intended to verify that SpryCIS performs the correct calculations on new bills. Parallel testing will be run on a cycle-by-cycle basis and will progress through iterations that refine the process. All City billing cycles will be parallel tested. The first iteration focuses on quality and issues, the second iteration focuses on speed and timing, and all additional iterations are designed to refine quality and timing in tandem. Validation of billing accuracy is achieved through a comparison of bill results to the legacy system. Multiple iterations of this process may be required, and numerous and different meter read cycles will be utilized. The bill comparison process will be automated where possible. User Acceptance Testing UAT is the final testing step in preparation for cutover to SpryCIS as the production system. UAT will verify the operation of the entire System in a "Day in the Life" format. Base functionality, modifications, interfaces, data conversion, and reporting will be tested to ensure SpryCIS meets the City's requirements. Upon completion of UAT, the City will issue a Go/No-Go decision to proceed to Production. Priority 1 or 2 items defined in the Service Level Agreement will result in a No-Go decision. SpryPoint and the City will jointly review the reasons for each Priority 1 and/or two items and determine needed corrective or mitigating action. Performance Testing Performance Testing ensures that SpryCIS and the software environment are correctly configured to meet a production level of realistic data volume. SpryPoint will use different tools to emulate user load to ensure satisfactory performance at a factor of twice the expected usage level. SpryPoint Implementation Specialists will work with the City's implementation team to perform tests to ensure that all business processes are running within acceptable timeframes for production readiness. Processes are run during regular business hours on selected cycles to simulate the production environment properly. Various data conversions will be performed to support the testing process and to provide additional validation of the conversion routines. Between each extract, reported conversion errors are addressed and fixed,then retested on the following extract. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 726 Enterprise Resource Planning (ERP)System Report Development SpryCIS embeds Metabase as an easy-to-use open-source business intelligence tool to empower users to access data. SpryPoint's platform includes numerous out of the box reports and key performance indicators (KPIs) based on industry best practice. As part of the training activities, there is time dedicated to report development training. SpryPoint will work together with the City during implementation to identify and develop all required reports during the implementation. Training on SpryPoint's ad-hoc reporting tool Metabase will be delivered during implementation to ensure that the City's team has the skills required to create the reports required to optimize your business operation. Reports and dashboards created during the project, will provide the City with a baseline which can be easily configured or modified to meet the City's specific reporting requirements. Hours required to develop reports will be based on the abilities of City staff. SpryPoint assures that City staff will be as self-sufficient as they'd like to be when it comes to report development. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 727 • Enterprise Resource Planning (ERP)System Training Plan Training Overview A fundamental factor in the success of this implementation is the City's ability to manage the change process — transitioning from the legacy system to the new SpryPoint CIS Solution. From the end user's perspective,the mutual goal is to make the transition to the new system smooth, with a seamless, widespread adoption across all user levels regardless of function or computer experience. The bulk of the end-user training will be performed by SpryPoint staff, with the assistance of one or more of the City's functional resources during the Acceptance and Go Live phases. Training Approach Training users on a new system is critically important to the success of any software implementation project. One size does not fit all, as end-users often learn better using a multi-pronged approach. To address the diverse needs of system users, SpryPoint approaches training in several different ways: • Classroom Training • Train the Trainer • Power User Training • Training Videos • Documentation • Live Webinars • Post Implementation Training Training Plan The primary tool used to manage this transition is the Training Plan. During the Configure phase of implementation, SpryPoint will develop a Training Plan which will identify whom to train, how training will be conducted, logistics, and training topics. The Training Plan provides a blueprint for the depth and timeline of the training deployed, based on the City's assessment of the System's usability in conjunction with the learning requirements of the user groups. From the end user's perspective, the mutual goal is to make the transition to the new system smooth, with a seamless, widespread adoption across all user levels regardless of function or computer experience. The bulk of the end-user training will be performed by SpryPoint staff, with the assistance of one or more of the City's functional resources during the Acceptance and Go Live phases. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 728 • Enterprise Resource Planning (ERP)System Classroom Training Through classroom training, SpryPoint works with your users hands-on to ensure they not only understand the look, feel and navigation of the system but also have the tools necessary to complete their day-to-day work. Training is catered to the job roles of the individuals in the classroom and is most effective when it is performed with your data. Train the Trainer For the CIS implementation, SpryPoint recommends End-User classroom training for core functionality. There are specific areas where we recommend Train the Trainer. However, these usually focus on applications that involve many users (often external) and include the SpryEngage Customer Engagement Platform and SpryBackflow - Cross Connection Control. The end-user training will be performed by SpryPoint staff, with the assistance of one or more of the City's Power User functional resources. SpryPoint implementation specialists will supply detailed knowledge of the applications. They will lead the instruction with the City's resources attending to clarify any process or procedure questions specific to their environment. The City's functional resource Power Users will bring detailed knowledge of the City's processes and policy to the training sessions. Additional benefits of having team members from the City supporting the training are: • Credibility — City representatives will have greater credibility since their knowledge and experience with City processes will be more detailed. • Familiarity — City staff will have the greater familiarity with the individual trainees and awareness of individual requirements and nuances. • Continuity — Training will be an ongoing need and responsibility for the City. Developing Power Users among City staff is both expedient and cost-effective. As processes change and functionality is added to the City there will be a need to develop in-house training expertise continually. Training sessions are typically conducted on-site in a classroom setting; however during the COVID-19 pandemic, SpryPoint has successfully been training our customers remotely using 2.5-hour Zoom sessions across various functional areas of Utility Billing. Technical training is typically focused on system administration, reporting and user administration, and permissions as there is no hardware or infrastructure support required by the City's technical staff. Power-user training is generally attended by up to a handful of users at a utility. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 729 Enterprise Resource Planning (ERP)System Power User Training Power-user training is typically conducted in a classroom setting but is focused more on the administration and `power' roles within the application. This generally focuses on administrative tasks such as user administration and permissions. Power-user training is usually attended by up to a handful of users at a utility. Training Videos As part of the subscription to SpryPoint solutions, users will have access to training videos within the application. These training videos cover topics such as general navigation through more complex areas. Training videos are frequently updated and provide an excellent opportunity for refresher training for existing employees and introductory training for new employees. Documentation Written documentation is available electronically within the system and covers the breadth of the system. Documentation may be printed by the City as needed. Live Webinars When new functionality and enhancements are released into the system, SpryPoint will host live webinars to inform and train our clients on how they may benefit from it. As the name implies, webinars are broadcast via the internet and are available at no charge to our customers. Post Implementation Training Once an organization is live on the new system, we believe that without follow-up training, it is challenging to realize the full benefits of your investment. SpryPoint typically includes post-implementation training to cement the concepts taught in the initial training sessions and review the new business processes for improvement. This training is focused on increased proficiency and streamlining processes wherever appropriate. User Groups SpryPoint has yet to host an annual user group, although now that we have over 50 customers, we are planning our first annual user group for 2024. Report Development Training SpryPoint will work with the City during implementation to identify and develop all required reports. Training on SpryPoint's ad-hoc reporting tool Meta-Base will be delivered during implementation to ensure that the City's team has the skills to create the reports required to optimize your business operation. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 730 Enterprise Resource Planning (ERP)System Year End Processes SpryPoint recognizes that certain key processes are often only executed once a year. It is not uncommon for utility staff to forget the necessary steps to complete these processes or for new staff to be unfamiliar with managing year-end. SpryPoint will work with the City's team during implementation to document the steps required to run year- end processes. Our support desk is also available to assist during this critical time. SpryPoint Training Activities • Develop a Training Plan • Determine topics for training by group and determine the number and types of courses needed. As a minimum,the following types of training will be included: o Initial training for the project team o System Administration o Customer Service Activities o Billing Activities o Equipment Activities o Delinquent Activities o Work Order/Service Request activities o Backflow o Customer Engagement Portal o Support process • Create Training Syllabus - A Training Syllabus will be developed for each proposed course. Syllabus and actual training materials will be customized to fit the City's business processes. The Syllabus will list the course objectives and describe each point of functionality to be addressed with the students. • Determine instructor resource needs to include classroom materials, data for student exercises, learning aids (charts, etc.) • Determine course schedules • Collaborate with the City to produce a separate training database and strategy to refresh the data, as needed, to support training. o Training will be done based on data converted from the legacy system • Conduct Training Sessions with Students per Training Plan • Monitor Student Progress on Subject Matter • Report to Management any Training Deficiencies Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 737 • Enterprise Resource Planning (ERP)System The City's Activities • Prepare training classrooms, provide training equipment. • Complete e-learning as outlined in the Training Plan • Schedule staff as needed • Provide functional resources Go Live Readiness & Go Live Cutover includes the system shutdown time when SpryCIS is used as the new Customer Information System. The City and SpryPoint will mutually decide whether all critical pieces are in place before moving the system to production. This phase includes a production readiness evaluation, cutover planning, and remaining end-user training. Cutover is usually held over a weekend. The Cutover Readiness phase focuses on four critical areas: Application Readiness - SpryPoint and the City will ensure that SpryCIS is adequately tested and ready for production. This will include all modifications, interfaces, and reports needed to run full operations. Data Readiness - SpryPoint and the City will work together to ensure that the data conversion is ready for operations. Process Readiness - SpryPoint and the City will ensure that all business processes have been reviewed and that all business process-reengineering has been completed and ready for operations. Resource Readiness - SpryPoint and the City will ensure that all the end-users are adequately trained to deal with problem-solving during the business cycle upon operations. Production Readiness and Cutover Assumptions: 1. SpryPoint and the City will be responsible for developing an acceptance test plan that will be mutually agreed on by the parties. 2. the City will be responsible for conducting an acceptance test of the completed system as delivered by SpryPoint after testing activities. 3. SpryPoint, with the assistance of the City, will develop a mutual agreement regarding the go-live plan and schedule. 4. SpryPoint, with the assistance of the City, will stage all aspects of the system in preparation for production cutover. 5. SpryPoint, with the assistance of the City, will conduct production cutover activities. 6. SpryPoint and the City will conduct manual conversion activities for data which do not conform to SpryPoint's standard data model. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 732 Enterprise Resource Planning (ERP)System Documentation Development SpryPoint and the City will define System Acceptance Criteria during contract negotiations and the development of the Statement of Work. System Acceptance is dependent on the following: 1. All project deliverables as specified in the SOW have been approved 2. Operation for at least thirty(30)consecutive days with zero(o) Class 1 errors or failures as defined in the Service Level Agreement. If significant errors are discovered partway through the acceptance test, the thirty-day period will reset the day after the error is corrected. 3. System performance in accordance with the Service Level Agreement (SLA). System Acceptance will require a formal sign-off on a project close-out document by the City and SpryPoint. Documentation Documentation is a key component of the service that SpryPoint provides to our customers. SpryPoint provides documentation for all licensed applications, and different forms of documentation are available to meet the various needs of our customers. Our Documentation undertakes a bi-annual review and is regularly revised to ensure key components are up to date. All documentation is crafted with searchable titles and is designed so that our customers can easily find answers to their problems. Examples of SpryPoint Documentation available include: 1. User Guides—Available for all products and can be provided electronically 2. In-App Help - Searchable and context-sensitive for quick and easy application assistance. 3. In-App Videos —Allows end-users to walk through key business processes 4. Interactive Tours - Interactive tours are available for end-users and customers. 5. Training Documentation - Available for both end-user and system administrators. 6. Train the Trainer - Documentation facilitates knowledge transfer from power users to end-users. 7. SpryPoint Community (Coming in 2024) - Interactive environment for SpryPoint customers to share tips and tricks. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 733 • Enterprise Resource Planning (ERP)System Application User and Technical User Documentation SpryPoint to fully embed our product Help Center into every application as part of our service for our customers. The SpryPoint Help Center is available to all users and features our wide collection of documentation tailored for Application and Technical Users. Guided tours, downloadable user manuals, training videos, and integration information can all be found curated specifically for the application being used. The virtue of our documentation being hosted on cloud infrastructure and displayed via a web portal allows us to frequently and seamlessly update our documentation biweekly alongside every product update. We have included below some screenshots featuring our documentation and online Help Center. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 734 a w W • Enterprise Resource Planning (ERP)System F. Staffing Plan The following outlines the project team SpryPoint would provide to manage and support the City's implementation: SpryPoint Description Project Resource Role Allocation % of tota Executive Sponsor Primary point of contact at the executive 5% level. Maintains relationships at the executive level. Project Manager Maintains day-to-day responsibility of SpryPoint 50% deliverables for the implementation. The project manager will work closely with City's project manager to ensure that the project is completed on time and on budget. Lead Solution The primary implementation consultant has 100% Architect & Primary implementation experience and will provide on- Implementation going review and quality assurance of all aspects Specialist of the project. They will be involved in the implementation from analysis, configuration, test, train, operate and optimization. They will develop and communicate the new processes and procedures required to effectively use the new system. The consultant will also develop internal and external project communication plans. The data conversion specialist is responsible for running the data discovery session and preparing the data conversion plan. They will: • Manage the analysis, design, development, unit testing, and integrated testing of all conversion applications and modules, • Perform audits on converted data at various project points, • Relate conversion technical issues to the SpryPoint project manager. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 736 • Enterprise Resource Planning (ERP)System SpryPoint Description • - Resource • - Allocation of total) Secondary The secondary implementation consultant is 75% Implementation responsible for documenting the processes, Consultant procedures, and deliverables produced as a result of the business consulting. They will assist in delivering training, prepare training plans, and schedule training in conjunction with the City. They will also ensure that all reporting needs are met. Their activities will include: • Reviewing existing reports and identifying gaps or redundant reports. • Review the new reporting functionalities of the solution with the City. • Creating custom reports as defined in the analysis phase. • Creating Executive Dashboards by department as defined in the analysis phase. SpryEngage The SpryEngage implementation specialist will 25% Implementation manage all components of both product's Specialist implementation including analysis, configuration, testing and training. Training and The Training and Organizational Change 35% Organizational Specialist will serve as the lead trainer on Change Specialist application functionality and will work in conjunction with the CIS Implementation Specialists to ensure the City's team is trained appropriately. In addition, they will be responsible for facilitating Organizational Change at the City. They will create and deliver all Organizational Change Workshops and provide training associated with Organizational Change. Technical Lead As interfaces or system modifications will be 50% required, our development team will be engaged to design and implement the contracted changes to the system. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 737 • Enterprise Resource Planning (ERP)System SpryPoint Description Pr Resource • - Allocation of • The technical lead will also provide system administration assistance and perform regular system optimization and performance tuning during the implementation process. SpryPoint and the City SpryPoint and the City's Project Managers shall be jointly responsible for project management activities, including planning and execution, the delivery of change management, and project communications throughout the project. However, the SpryPoint Project Manager is ultimately accountable for the project, and retains the responsibility of ensuring day-to-day project decisions are made in accordance with the project schedule. The City's Project Manager will hold SpryPoint's Project Manager and assigned resources accountable for the quality of services delivered, meeting the functional requirements, costs, and project timelines. The Project Managers' overall management objective will be to quickly establish an effective project office, leveraging established SpryPoint's methods,templates, and tools, while working within the City's project management framework to provide an effective and efficient management structure. The governance structure of the project provides a useful framework for making project- related decisions. The efficacy of a governance structure can directly affect the project's ability to remain on schedule, in scope, and within budget. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 738 Enterprise Resource Planning (ERP)System Having staff in the proper roles and providing each stakeholder group with an appropriate balance of oversight and autonomy, can prepare a solid foundation on which to make well-informed decisions in a timely and cost-effective manner, while considering all available options. An example of the recommended project governance structure for the City is identified below: Executive Sponsor Executive Steering Committee Contract Manager Project Management Team Change Management Functional Area Levels Technical Team Leads Lead Subject Matter Experts Resource Table '• - Responsibilities Executive Sponsor 0 Provides strategic leadership and oversight Demonstrate executive support and sponsorship through active and visible participation Resolve strategic, tactical, and political issues that develop over the course of the project Approve customizations that will require a change to the vendor base software code Executive Steering • Attend monthly Executive Steering Committee Committee Status Meetings Assist with resolving escalated issues Assist with reviewing and approving vendor deliverables Approve or reject change requests Review and approve recommendations on business process and organization change decisions Review and approve recommendations on retaining third-party point solution applications Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 739 • Enterprise Resource Planning (ERP)System Responsibilities Review and approve other recommendations as needed Project Manager 0 Daily coordination of project tasks Assist in identifying key stakeholders Assist in collecting background documentation, and coordinating meeting rooms and the Association staff for fact-finding and strategic planning sessions Assist with circulating project deliverables for the Association review and collect feedback Participate in weekly vendor Status Meetings Assist with the development of monthly Status Reports Participate in monthly Executive Team Status Meetings as needed Assist with the review of vendor deliverables Assist with identifying and making recommendations on opportunities for business process and organizational change decisions Assist with identifying and making recommendations on retaining third-party point solution applications Assist with other recommendations as needed Technical Team . Provide advisory-level assistance and project oversight to ensure compliance with IT Department standards, rules, and regulations Participate in Technical Meeting(s) to provide information related to current hardware and software standards, the Association infrastructure, security standards, staffing and training information, etc. Participate in user acceptance testing (UAT), as determined by the City's UAT Plan. Responsibilities may include oversight and execution of load/stress testing, technical support, hardware set-up and support, and user security Contract Manager • Formally administer the contract and monitor compliance with all terms and conditions Review and approve vendor invoices Change Management Lead 0 Establish a change management strategy that aligns with vendor's implementation methodology and the City's objectives Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 740 • Enterprise Resource Planning (ERP)System Responsibilities • Advise the PMT on change management considerations • Assist with developing project communications to all stakeholder groups • Assist with communicating risk mitigation and issue resolution strategies • Participate in meetings and work sessions to advise on change management considerations at the direction of the Project Manager Functional Area Leads (FAL) . Document and review business processes, rules, and requirements Review project documents and deliverables Prepare for, and participate in, project meetings and work sessions Plan and execute project tasks and action items at the direction of the Project Manager Identify and make recommendations on opportunities for business process and organization change decisions Identify and make recommendations on retaining third-party point solution applications Develop UAT test scripts and administer UAT Identify Subject Matter Experts (SMEs) to participate in project activities Participate in development/delivery of system training as prescribed by the Training Plan and as directed by the Project Manager Make decisions regarding system configuration and set up during Analysis and Configuration sessions, as appropriate. Subject Matter Experts (SME) . Document and review business processes, rules, and requirements Review project documents and deliverables Prepare for, and participate in, project meetings and work sessions Plan and execute project tasks and action items at the direction of the Project Manager • Identify and make recommendations on opportunities for business process and organization change decisions • Participate in UAT, including the development of test scripts, execution of test scripts, and issues detection/troubleshooting Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 747 • Enterprise Resource Planning (ERP)System Responsibilities • Participate in development/delivery of system training as prescribed by the Training Plan and as directed by the Project Manager End Users 0 Participate in system testing phases, as determined by the Testing Plan and as directed by the Project Manager • Participate in end-user training, as prescribed by the Training Plan and as directed by the Project Manager Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 742 ,L C A U w • Enterprise Resource Planning (ERP)System Responsibilities of Vendor and City Responsible - Party - ral Project Assumptions SpryPoint 1. Both parties agree to work a reasonable number of added hours (when required) to help complete project deliverables and project timelines as agreed upon by both Project Managers. 2. SpryPoint will assume overall responsibility for conducting all project related administration activities including the development and administration of a work plan that clearly indicates all City tasks and responsibilities. 3. SpryPoint is responsible for the initial installation, configuration, and testing of multiple instances of the system for training, development, testing, etc., SpryPoint will review the anticipated number of environments with the City to determine how many should be established. 4. SpryPoint will be responsible for maintaining a "known defect" database for software defects. During the project, any effort required to apply patches is SpryPoint's responsibility. City 1. Both parties agree to work a reasonable number of added hours (when required) to help complete project deliverables and project timelines as agreed upon by both Project Managers. 2. The City will strive to minimize the impact of competing initiatives within the organization that may have a negative impact to the Project. 3. Prompt decision-making and problem resolution will be required to achieve an on-time, on-budget project completion. 4. The City will make Information Technology (IT) resources available to assist with data extraction, data mapping, and preliminary data validation during the conversion efforts. 5. The project will likely consist of higher amount than normal of remote work considering the current COVID-19 Pandemic. Whenever possible,the Project Team may consider alternative meeting options such as Join. Me and Conference Calls. 6. The City will provide workspace for each onsite SpryPoint Implementation Specialist, near the Project Team. Breakout and conference space will also be provided. 7. When SpryPoint is onsite, the Project Team should ideally be located near the SpryPoint project members to facilitate good communication and coordination amongst the team. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 744 • Enterprise Resource Planning (ERP)System 8. Adequate training space will be provided by the City to train end users. The training room(s) will include computers for each end-user being trained. 9. The City will ensure Project Team members are available for meetings, workshops, discussions and conference calls upon request by SpryPoint. Project Team members will respond to information requests by SpryPoint staff. 10. Both parties agree to work a reasonable number of added hours (when required) to help complete project deliverables and project timelines as agreed upon by both Project Managers. 11. The City is willing to implement SpryPoint "Best Practices" to minimize the need for software customizations. Data Conversion SpryPoint 1. SpryPoint will provide staff to assist the City's staff in supporting the legacy data conversion. 2. SpryPoint will develop a conversion strategy and present to the City for review and approval. 3. SpryPoint will review the City's file layouts and data descriptions. The mapping of source data to the target environment will be accomplished through multiple iterations of SpryPoint and the City's workshops. 4. SpryPoint and the City will prepare the mapping specifications based on these sessions. 5. SpryPoint will design, develop, and create validation processes (for example, dollars, meter reads, consumption). 6. SpryPoint will manage the data conversion process and verify the quality of the data. 7. SpryPoint will modify conversion load programs and modify conversion extract programs to address data conversion and data clean-up issues. City 1. The City will assign staff to conduct data preparation and cleansing activities. 2. The City will assign technical resources to provide SpryPoint with current system file layouts and data descriptions. 3. The City will assign individual(s) to assist with data validation Development SpryPoint 1. SpryPoint is responsible for all modifications to the system. 2. SpryPoint will take the lead and be responsible for the development of forms, reports, interfaces, conversions, enhancements, modifications, and workflow with the assistance of the City. 3. SpryPoint assumes responsibility for managing the interface design, development, testing, and interface rollout. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 74S • Enterprise Resource Planning (ERP)System 4. SpryPoint will be responsible for performing quality assurance of all product enhancements, interfaces, reports, forms, and workflows prior to their delivery to the City for testing and acceptance. City 1. The City will provide subject matter experts for the legacy system as required to support the design, development, and testing of interfaces against other systems. System Testing Assumptions SpryPoint 1. SpryPoint will provide templates for developing test scripts. 2. SpryPoint and the City will jointly develop all test plans outlining the testing approach, methods, data, and participants. 3. SpryPoint will lead and the City will support conducting a product integration test to ensure the delivered product enhancements, interfaces, reports, forms, and workflows work to specification, and do not adversely impact the system. 4. SpryPoint will provide resources for product fixes resulting from errors identified during the system testing process. 5. SpryPoint will deliver the completed CIS Solution to the City for review and acceptance. City 1. The City will assume responsibility for conducting a business test(Day in the Life) focusing on how well the business processes flow with the new system and a comprehensive User Acceptance Test. 2. The City will review and assist in testing activities under the direction of SpryPoint, for SpryPoint designated testing activities and SpryPoint will assist in testing activities under the direction of the City's Test Manager for City designated testing activities per the test plan. Training Assumptions SpryPoint 1. SpryPoint will provide standard training program and training materials. The City may use these training materials for any subsequent training. in- house training classes. 2. SpryPoint will provide multiple iterations of training throughout the project. The major training phases include (1) initial Core Team training at the beginning of the project, (2) test team training prior to the start of testing activities, and (3) end user training for all City end users prior to the go-live date. City 1. The City is responsible for prerequisite education and training such as basic PC skills and fundamental business process knowledge of the current business processes. 2. The City will provide users with specific times during the workday to participate in the required training. Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 746 Enterprise Resource Planning (ERP)System 3. The City has the facilities and will provide the necessary logistics support for all training sessions including training rooms, overhead projectors, training workstations, and any other necessary training supplies. 4. The City will ensure end-user attendance during training. Production - Cutover Assumptions SpryPoint 1. SpryPoint and the City will be responsible for developing an acceptance test plan that will be mutually agreed on by the parties. 2. SpryPoint, with assistance of the City, will develop a mutual agreement regarding the go-live plan and schedule. 3. SpryPoint,with assistance of the City, will stage all aspects of the system in preparation for production cutover. 4. SpryPoint, with assistance of the City, will conduct production cutover activities. 5. SpryPoint and the City will conduct manual conversion activities for data, which do not conform to SpryPoint's standard data model. City 1. The City will be responsible for conducting an acceptance test of the completed system as delivered by SpryPoint at the completion of testing activities. Post Implementation Support SpryPoint 1. SpryPoint will provide immediate production critical support to the City during the first sixty (90) days of operation. City 1. A City support group will be assembled prior to cutover to stabilize the implementation, and provide production support services, including user authorizations and security support. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 747 Enterprise Resource Planning (ERP)System G. On-Going Support and Maintenance On-Going Support and Maintenance Form 1. Does Proposer have an Now that we have passed a customer count of 55+ annual User Conference? our first planned User Conference is being set for mid 2024. 2. Does Proposer have a Yes. telephone support line? To report an issue, submit a support request by: • Support widget (must be enabled in-app) • SpryPoint Helpdesk Portal - su pport.sprypoi nt.com • E-mail — support@sprypoint.com • Phone - 855.TRY.SPRY 3. What hours is support 8am-8pm EST available? (In MST/MDT) time) 4. What is Proposer's average We have included our SLA as a part of our proposal. response time (minutes)for a We break down Response Times down into Severity telephone response to a Levels and the times range from 1hour -16hours service call? 5. What is Proposer's Our minimum response time is 1 hour for Urgent guaranteed maximum Issues as defined in our SLA. response time (minutes)? Our maximum response time is 16 hours for enhancement requests as defined in our SLA. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 748 Enterprise Resource Planning (ERP)System Service Level Agreement SpryPoint's applications are delivered as a service in the cloud. Integrating software development and support is the optimal way to serve customers. SpryPoint's Customer Success Team works with the product engineers that build, implement,test, and maintain our applications. The SpryPoint SLA defines the general technology as well as the scope of the Ongoing Production Support Services for SpryPoint's software-as-a-service. At a high level, this includes: • Application support and maintenance • Management of updates and enhancements • Technology infrastructure management • Backup and recovery • High availability, disaster recovery, and business continuity • Database management • Network configuration and monitoring • Security • Operations and service delivery management • Help desk/support • Reporting/Performance measurement tools These Services may be supplemented by change requests agreed upon by the parties in writing. We have attached a copy of our Service Level Agreement as an Appendix to this RFP Submission. A complete description of all service levels, and service procedures provided as part of our annual subscription. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 749 • Enterprise Resource Planning (ERP)System H. Software Updates and Distribution Software Updates and Distribution Form 1. Will Proposer provide all 100% cloud architecture with periodic enhancements to instantaneous product upgrades. software at no additional SpyPoint provides enhancements and charge, beyond the Annual updates to our products on a bi-weekly Support Agreement? Next release cycle. All updates are major upgrade included? configurable and will change the workspace until configured. 2. Does Proposer provide product Automatically. At no cost to our customer. upgrades automatically or on It is included as part of the SaaS annual demand? fee. 3. How does Proposer normally Upgrades and application patches are release product upgrades or released bi-weekly and are applied enhancements? continually, throughout the workday, with no loss of functionality or performance. 4. What is Proposer's process in Updates are built in such a way as to the event an update fails to work allow clients to leave undesired features properly? inactive in the updated application. Administrators are educated as to the operation and effects of new features and given the opportunity to enable to leave them disabled. Update Process SpryPoint delivers all our products within the cloud-based Software-as-a-Service model. The significant benefit of this model is that SpryPoint's software products are entirely managed and maintained by SpryPoint. Our products are continuously improving with product releases every two weeks.With each release new and improved functionality are added to our Platform. New features may be available for testing and review via sandbox/staging environments. This allows our customers to understand, validate, and provide feedback on new features. SpryPoint can make improvements and finalize enhancements before rolling them out to our production services. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 750 Enterprise Resource Planning (ERP)System Configurations SpryPoint solutions was built to enhance your existing business processes. To meet this goal, the platform offers a multitude of configuration options. We work with your team throughout the implementation process to implement best practices through our configuration engine. As your operation evolves, configuration changes can be made in- app and do not require custom coding or modifications to the underlying platform. We encourage our customers to "own" configuration management after go-live, providing comprehensive training to system administrators on configuration options throughout implementation. As your operation evolves and requirements change, administrators can quickly make configuration changes and should not require custom coding or modifications to the underlying platform. SpryPoint is constantly enhancing our platform, and application enhancements benefit all customers as we only maintain one version of code for each product. If custom coding or modifications are required to meet specific requirements, all development efforts will be handled by SpryPoint. SpryPoint pushes updates to our customers as regularly as bi-weekly, and upgrades do not impact configuration changes. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved ISI • Enterprise Resource Planning (ERP)System I. System Performance and Recovery Managed Support Services SpryPoint's platform is built in the cloud to be delivered as a service; as such, there is no additional maintenance & support cost beyond the annual subscription fee. There are no operating system requirements and no need for any hardware. SpryPoint assumes responsibility for monitoring and optimizing performance. SpryPoint assumes responsibility for all deployment, updates, performance, and database tuning and support for all required interfaces. At SpryPoint, we support our customers with a team of functional individuals knowledgeable in all operational aspects of your SpryPoint application(s). The groups include members from our development and testing teams. Our support team will grow as our customer base grows. Production support begins at the end of the stabilization period the following go-live as outlined in terms of Service. Below is a summary of all activities and responsibilities associated with Application Support, Operational Support, and Technology & Infrastructure services. Application Support The table below describes the Application Support functions provided in the service and the responsibility assignment of each item. Item Responsibility SpryPoint Provide Tier 1 help desk support as the first point of Assist Lead application support Provide application. User password management including Assist Lead reset management as part of Tier support Attempt to resolve Tier 1 support calls using existing Assist Lead knowledge base Maintain and update the Tier 1 system Knowledge base Assist Lead Make determination to escalate Tier 1 issues to Tier 2 Assist Lead Service Request Management Provide technical and functional troubleshooting for Tier 1 Lead Assist issues Work with Client to determine if a support case is for new Lead Assist system functionality (change) or requires assistance (bug, Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 752 • Enterprise Resource Planning (ERP)System Item Responsibility SpryPoint incident) Provide a web-based system for support cases Lead Assist Provide support case tracking and reporting Lead Assist Work with client to resolve support cases Lead Assist Monitor, measure, and report on the status of support cases Lead Assist Provide analysis of recurring incidents and work to establish Lead Assist a resolution or work around for such incidents. Work with Client in reporting and resolving unplanned Lead Assist outages of any component or environment. Provide root cause feedback for all Severity Level 1 outages Lead Assist Escalate issues as needed Lead Assist Promptly report outages and service interruptions Lead Assist Monitor and administer Client Environment Lead Assist Application Support Provide application support to the functional process Assist Lead owners Address functional issues and questions involving "how to" Assist Lead raised by end-users Work with departments to leverage software to streamline Assist Lead business processes Assist with system functionality and process flow questions Lead Assist for software and reports Provide on-site functional support for first time processing Assist Lead of critical client business processes Focused functional process support (i.e., end of year Assist Lead processing) Maintain application releases within X releases of the Lead N/A current software in the production environment Assist in reporting product issues to software vendor Assist Lead support and obtaining resolution Provide object management support Lead Assist Provide availability management and support Lead Assist Provide maintenance and support for all custom and Lead Assist standard interfaces Provide maintenance and support for all forms Lead Assist Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 753 • Enterprise Resource Planning (ERP)System Item Responsibility SpryPoint Provide maintenance and support for all custom and Lead Assist standard reports Provide batch program maintenance and support Lead Assist Develop, manage and maintain application workflows Lead Assist Provide functional testing support Assist Lead Perform installation of required application software Lead N/A Provide post-installation verification testing of required Lead N/A software Generate and analyze customer satisfaction surveys related N/A Lead to application maintenance and support Provide maintenance and support of any ETL services Lead Security Administration Provide application security maintenance and Lead Assist administration Conduct user access management and review Assist Lead Perform security patch management Assist Lead Perform Antivirus Management Assist Lead Participate in and provide support for application and Lead Assist general control reviews. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 1S4 • Enterprise Resource Planning (ERP)System Operational Support Technology Infrastructure Services The table below describes the Operational Support functions provided in the service and the responsibility assignment of each item. Item Responsibility SpryPoint Review and resolve technical issues with the system Lead Assist Assist with system debugging and issue resolution Lead Assist Resolve system technical issues with batch programs, Lead Assist reports, workflows, etc. Answer technical questions for day-to-day maintenance Lead Assist Perform system administration Lead Assist Provide system monitoring and tuning Lead Assist Provide system capacity planning Lead Assist Provide storage capacity planning Lead Assist Provide network capacity planning Lead Assist Provide network capacity planning Lead Assist Provide workload management and support Lead Assist Perform infrastructure maintenance and support Lead Assist Manage the testing of all application and system changes Lead Assist prior to applying to production Perform operating system patching and updates/service Lead Assist packs (servers and other system components) Perform system software patching and updates/service Assist Lead packs (server) Perform system patching and updates/service packs Assist Lead (desktop) Provide change bundling analysis to reduce the frequency Lead Assist and length of time required to apply changes Provide a back-out plan for changes to the various Lead Assist environments Apply object updates Lead Assist Apply code patches for application software Lead N/A Implement minor technology updates Lead Assist Provide system maintenance scheduling and coordination Lead N/A Report system outages and service interruptions Lead N/A Perform antivirus management (server) Lead Assist Perform object migrations Lead Assist Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 755 Enterprise Resource Planning (ERP)System Item Responsibility SpryPoint Provide infrastructure monitoring and alerting Lead N/A Manage printer services Assist Lead Monitor and manage printer queues for dedicated ERP Assist Lead printers Provide environment set-up, maintenance, and support to Lead Assist include the following environments: Production Lead N/A Test Lead N/A Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 756 • Enterprise Resource Planning (ERP)System Technology Infrastructure Services The table below describes the Technology Infrastructure functions provided in the service and the responsibility assignment of each item. ResponsibilityItem SpryPoint Hosting - - Provide hosting services Lead N/A Provide for a replicated system architecture Lead N/A Provide disaster recovery services including system and Lead N/A data restoration Conduct periodic testing of the disaster recovery solution Lead N/A High availability and continuity of the service including load balancing to redirect traffic, multi-zone databases, auto- Lead N/A scaling instances based on application and processing load Provide for secure transmission of data being stored and/or Lead N/A archived Provide toll-free support line. Lead N/A Database Management Perform database administration Lead N/A Perform database monitoring Lead N/A Perform database tuning Lead N/A Perform database security Lead N/A Perform database procedures Lead N/A Perform scheduled maintenance procedures Lead N/A Perform database patching and updates/service packs Lead N/A Communicate patch and update impact analysis Lead N/A Perform database capacity planning Lead N/A Perform database refresh/clones Lead N/A Perform database backup and recovery Lead N/A Perform any data purging or archiving as required. Lead N/A Release Provide guidance to Client on release planning Lead Assist Assess impacts of new releases to the environment Lead Assist Perform Client-requested periodic refreshes of the non- production environments from the production environment Lead Assist up to twice per calendar month Perform application upgrades Lead Assist Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 1S7 • Enterprise Resource Planning (ERP)System Perform maintenance pack installations Lead Assist Perform Emergency Release updates as needed. Lead Assist Requests an enhancement/change in Assist Lead functionality/modification Classify enhancement/change in functionality/modification Lead Assist Provide an estimate for enhancement/change in Lead Assist functionality/modification Provide written approval for enhancement/change in Lead functionality/modification Access Management Manage administrative user access to the environments Assist Lead Manage user access at the operating level Assist Lead Manage application users and their access to the various Assist Lead environments PerformanceManagement Monitor system performance Lead N/A Monitor application performance Lead N/A Monitor batch job performance Lead Assist Analyze performance related incidents to identify factors Lead Assist impacting performance Work with Client infrastructure area to ensure that network connectivity and bandwidth requirements are being Lead Assist satisfied. Collect and provide or provide access to metrics and Lead Assist compliance reports on agreed upon aspects of the service. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 1S8 • Enterprise Resource Planning (ERP)System Help Desk At SpryPoint, all customers receive unlimited support through phone, email, and our support portal. Our support queue is actively monitored, and issues triaged during the following hours, Monday through Friday (excluding Federal statutory holidays): Eastern Standard Time: Sam — 8pm After-hours, on-call support is also available when requested by our clients. This additional service provides an extra layer of support when you're migrating, updating, or upgrading integrated line of business applications. After-hours, on-call support rates are negotiated on a project-by-project basis. SpryPoint will use commercially reasonable efforts to make our Services available with an uptime percentage of at least 99.5%. We have attached a copy of our Service Level Agreement as Appendix 1 to this response document. Severity Example of Severity Level Response Level Target 1 Application is down or high numbers of users are unable to 1 Hour perform normal tasks • System is down • Unable to bill • Critical work stoppage 2 Significant performance issues that limit application usability 2 Hours Multi-account issue • Bug — impacting performance 3 Application issue that can be worked around but is impacting 4 Hours your efficient use of the system • Single account issue • Feature request • Non-performance impacting bug 4 Questions on configuration or functionality 8 Hours • How Do I...? • General inquiries 5 Enhancement requests 16 Hours Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 759 Enterprise Resource Planning (ERP)System Disaster Recovery Database Recovery Database servers have a full hot-backup failover capability - if the database service fails, the hot backup is designed to pick up the production workload with no loss of data. Daily backups are taken and stored in a storage service separate from your production database. Daily database backups can also be transferred for on premise storage if required. All Database backups are currently retained for 90 days.All Backups are stored in recoverable file structures -> local database copies can be recovered from database backups in one operation. We have designed our disaster recovery strategies to target minimal RPO and RTO. The database server structure includes a hot-failover, which when combined with our short- transaction data model and active application health monitoring, targets an RPO in the sub-second range, and an RTO in the range of 30 seconds-5 minutes. If required, Clients may request a copy of their data either on a recurring basis or on an ad-hoc basis. Backup requests are documented by the project manager and support team to ensure continuous data custody and prevent servicing of unauthorized requests. Ad-hoc backups can be made available for download via secured web services or through transfer to secure FTP site. In the event of termination of service, once the final copies of databases have been transferred SpryPoint will decommission the application infrastructure instance, decommission the database and unstructured file storage for the organization, and hard- delete all database backups and application logs for the organization. Development and support data custody logs will be scanned to ensure that all database traces are eliminated. We will provide a written affidavit to the former client outlining the efforts undertaken to this effect. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 760 • Enterprise Resource Planning (ERP)System SaaS, Cloud, and Security Overview SpryPoint uses Amazon's AWS data centers. A full description of physical & environmental security is available at http://aws.amazon.com/security. Physical and Environmental Security AWS's data centers are state of the art, utilizing innovative architectural and engineering approaches.AWS has many years of experience designing, constructing, and operating large-scale data centers. This experience has been applied to the AWS platform and infrastructure. AWS data centers are housed in nondescript facilities. Physical access is strictly controlled at the perimeter and building ingress points by professional security staff utilizing video surveillance, intrusion detection systems, and other electronic means. Authorized staff must pass two-factor authentication a minimum of two times to access data center floors. All visitors and contractors must present identification and are signed in and continually escorted by authorized staff. AWS only provides data center access and information to employees and contractors with a legitimate business need for such privileges. When an employee no longer has a business need for these privileges, their access is immediately revoked, even if they continue to be an Amazon or Amazon Web Services employee. All physical access to data centers by AWS employees is logged and audited routinely. Fire Detection and Suppression Automatic fire detection and suppression equipment have been installed to reduce risk. The fire detection system utilizes smoke detection sensors in all data center environments, mechanical and electrical infrastructure spaces, chiller rooms, and generator equipment rooms. These areas are protected by either wet-pipe, double- interlocked pre-action, or gaseous sprinkler systems. Power The data center electrical power systems are designed to be fully redundant and maintainable without impact on operations, 24 hours a day and seven days a week. Uninterruptible Power Supply (UPS) units provide backup power in the event of an electrical failure for critical and essential loads in the facility. Data centers use generators to provide back-up power for the entire facility. Climate and Temperature Climate control is required to maintain a constant operating temperature for servers and other hardware, which prevents overheating and reduces the possibility of service outages. Data centers are conditioned to maintain atmospheric conditions at optimal levels. Personnel and systems monitor and control temperature and humidity at appropriate levels. AWS monitors electrical, mechanical, and life support systems and equipment so that any issues are immediately identified. Preventative maintenance is performed to maintain the continued operability of equipment. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 767 Enterprise Resource Planning (ERP)System Single Sign on SpryPoint applications support importing and synchronizing user and groups from Azure Active Directory. Interfacing with Active directory is done via SCIM REST JSON endpoints. Upon synchronization of users and groups, our login can be enabled from Global Config. This will enable users to log in via their Microsoft Accounts which are synchronized into the Azure Active Directory Cloud. An Azure Active Directory Administrator must access the Azure Active Directory Dashboard to enable Microsoft-based logins. From their directory view, Administrators can select App Registrations to view the app that has been previously registered for provisioning. To ensure that the authentication process works, the Client ID and Tenant ID are stored as environment variables in the SpryPoint applications. Following this, under the Authentication tab, a Redirect URL for the application should be added. This URL will point to the auth/mslogin route. Following this configuration, users can log in to SpryPoint applications via their conventional Microsoft landing page. Password Management and Authentication The SpryPoint platform database does not contain personally identifiable information such as SIN, DoB, or credit card information. Non-PII data in the SpryPoint database is not encrypted at rest. All data is encrypted in transit via transport-level encryption requirements between a web browser and web services and between the application services and the database services. Backups are stored in an encrypted files store. SpryPoint's foundational services generate and manage keys for our application services. In-transit encryption uses SSL (SHA-256). Database backups are stored in a storage service utilizing AES-256, one of the strongest block ciphers. Our identity and access management service provides keys with specific roles and users and can be created or dropped by our operations team at any time. Multi-factor authentication access to the root service that creates these keys is mandatory and tightly controlled. Keys are tailored to provide access to specific components of our cloud infrastructure and are expressly limited to the required features. HTTPS is required when using any part of the SpryPoint platform. All non-secure connections are forced to use HTTPS. All passwords providing access to sensitive features of the SpryPoint platform are secured with a cryptographic one-way hash. All database backups are password protected and stored on secure cloud infrastructure, with access granted on an as-needed basis by the operations team. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 762 • Enterprise Resource Planning (ERP)System Information Security The underlying AWS infrastructure provides fine-grained controls to safeguard data. On top of this, we use several layers of access control to access the AWS services, including multi-factor authentication, geographic controls, and VPN requirements. In addition to platform-level IDS and IPS, we tightly configure firewalls and access control lists to ensure authorized user access. AWS constantly monitors vulnerabilities and performance and throttles and alerts when issues are detected. Monitoring All Data pertaining to the City in the SpryPoint platform is owned by the City. SpryPoint does not sell or share client data with other vendors. SpryPoint does use meta-data collected from our users to evaluate application performance, most frequently viewed pages, etc., so that we can continuously improve our services. In addition to firewalls and other access control mechanisms, SpryPoint has constantly implemented measures to monitor security, performance, and availability issues. Our internal communication tools are fully integrated with the monitoring tools so that support staff is notified of application issues by chat & email, typically before end users report problems. We can rectify and deploy fixes with zero downtime. In the case of an attempted breach or DDoS, we can take our entire application infrastructure offline until countermeasures are implemented. Data Access All access and storage of production data are managed by our operations team and identity and access management. Data and backups are stored and protected on our cloud infrastructure using established industry-standard identity and access management procedures. SpryPoint does not allow clients to access database infrastructure for security reasons directly but will provide copies of data via authorized backup as detailed in the procedures above. eCommerce All data related to eCommerce traveling over the public internet is encrypted, and all eCommerce integrations are hosted with third-party providers that are PCI compliant. Certifications SpryPoint's application infrastructure is built on Amazon Web Services, the leading platform for secure, scalable application deployment. Although SpryPoint as an organization has not pursued security certifications to date, we are open to discussing what certifications may be required to be selected as a vendor for the City. The SpryPoint platform is built on the AWS cloud infrastructure, and compliance responsibilities are shared between SpryPoint and AWS. The AWS platform complies with the following certifications and attestations: Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 763 • Enterprise Resource Planning (ERP)System • FedRAMP • ISO 27001 • SEC Rule 17-a-4(f • FIPS • ISO 27017 • SOC 1 • IRAP [Australia] • ISO 27018 • SOC 2 • ISO 9001 • PCI DSS Level 1 • SOC 3 • DoD SRG Retention SpryPoint acts as a custodian of the data and will not purge or otherwise delete system data unless directed to do so. Data retention is not a configurable component of the proposed solution, but should a particular policy be desired; we would be happy to discuss our options with you. Encryption & Key Management The SpryPoint platform database does not contain personally identifiable information such as SIN, DoB, or credit card information. Non-PII data is not encrypted at rest. All data is encrypted in transit via transport-level encryption requirements between a web browser and web services and between the application and database services. Backups are stored in an encrypted files store. SpryPoint's foundational services generate and manage keys for our application services. In-transit encryption uses SSL (SHA-256). Database backups are stored in a storage service utilizing AES-256, one of the strongest block ciphers. Our identity and access management service provides keys with specific roles and users and can be created or dropped by our operations team at any time. Multi-factor authentication access to the root service that creates these keys is mandatory and tightly controlled. Keys are tailored to provide access to specific components of our cloud infrastructure and are specifically limited to the components they require. HTTPS is required when using any part of the SpryPoint platform. All non-secure connections are forced to use HTTPS. All passwords providing access to sensitive features of the SpryPoint platform are secured with a cryptographic one-way hash. All database backups are password protected and stored on secure cloud infrastructure with access granted on an as-needed basis by the operations team. Identity&Access Management User management is an administrative function of the SpryPoint platform. Users can be created and locked out by specific privileged users. The City's Administrators would normally manage this. Access to specific features and capabilities within the application can be added or revoked by these privileged users at any time. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 764 • Enterprise Resource Planning (ERP)System Users may also, in some instances, create a user account after providing certain identifying information and having that information verified via an authentication service. Multi-factor authentication is available to all users, and password policies are configurable. All users must verify their email addresses before logging into the platform for the first time. All access to our cloud infrastructure is regulated by our cloud provider's industry- standard identify and access management service and managed by our operations team. Modifications to business-critical data are tracked, dated, time-stamped, etc., and associated with user sessions. All integrations with our platform are encrypted and authorized via a shared token or our authentication API. Source code is secured on cloud infrastructure, and multi-factor authentication is mandatory for access. SSAE 16 SpryPoint also relies on our upstream service providers' data processing and security in conjunction with our policies and procedures. SpryPoint has standardized on Amazon's cloud computing services (AWS) and has leaned on their compliance standards in helping ensure our customer's data remains secure. Since 2020, SpryPoint products and services have continued attracting more attention from larger utilities than we have served historically. Larger projects and increased transaction size necessitate focusing on the constant maturity and evolution of our cybersecurity practices. Historically, our target market typically requested an annual audit of business processes and practices under a SAS 70 or SSAE 18. However, we are increasingly receiving requests for an SOC 2 Audit, and in 2021 we recognized the need to undertake the audit to maintain our competitive advantage in the market as the first true SaaS platform for municipal utilities. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 765 Enterprise Resource Planning (ERP)System SOC2 Type 1 A SOC 2 (Service Organization Control 19 Type 1) is an American Institute of Certified Public Accountants (AICPA) cybersecurity 4D compliance framework. It demonstrates SpryPoint's use of compliant systems and process at a specific point in time. Its ultimate purpose is to ensure that solutions/ service providers handle, store, process, and care for client data in a secure and professional manner. SpryPoint completed our SOC2 Type 1 report in Q3 of2022. The SOC 2 cybersecurity framework focuses on the following principals: Outcomes of completing the SOC 2 Type 1 audit: • Improved overall corporate security outlook • Improved customer satisfaction and confidence in SpryPoint's ability to maintain client data • Improved brand reputation, SpryPoint is security focused, this provides us with a competitive advantage over our competition. • Maintaining SOC2 principal frameworks will assist us in avoiding potential data breaches and the financial/ reputational damage that comes with them. SpryPoint will continue its SOC2 Type 2 audit over the following 12 months. In addition to our SOC2 compliance, SpryPoint maintains all of the following security policies and can provide copies upon request: • Access Control Policy • Asset Management Policy • Business Continuity and Disaster Recovery Plan • Code of Conduct • Cryptography Policy • Data management policy • Human Resource Security Policy • Incident Response Plan Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 766 F0 Enterprise Resource Planning (ERP)System • Information Security Policy • Information Security Rules and Responsibilities • Operations Security Policy • Physical Security Policy • Risk Management Policy • Secure Development Policy Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 767 • Enterprise Resource Planning (ERP)System J. Proposer Reference Information Aurora Water, CO CustomerAurora Number of Accounts 95,000 Services Billed Water, Sewer & Stormwater Date System is going live September 2022 Client Since 2021 Customer contact: Michael Valdiris Customer phone number: 303 739-7353 Customer email address mvaidiris@auroragov.org Delivery Model Software as a Service SaaS System which Solution Replaced Centrals uare H.T.E SpryPoint Products Used • SpryCIS — Customer Information System • SpryMobile — Mobile Field Service • SpryEngage — Customer Engagement Platform • SpryBackflow — Cross Connection Control Describe Nature of Project and Services Provided to This Client: Aurora Water selected SpryPoint to implement the following solutions after a highly competitive bid process which included 15 bids from vendors including Oracle, SAP, Itineris, Advanced, Cayenta, Systems & Software, NorthStar, Tyler MUNIS, and more. Aurora Water bills 90,000 Water, Wastewater, and Stormwater customers. They are currently deploying Badger Beacon for AMI. The City is already live on SpryBackflow for Cross Connection Control and went live with SpryCIS, SpryMobile, and SpryEngage in October 2022. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 768 • Enterprise Resource Planning (ERP)System "The City undertook a very careful evaluation of over 15 bids prior to selecting SpryPoint for a new cloud-based CIS. We are very excited about their cutting-edge cloud platform but ultimately it was the experience of the SpryPoint team that took y us over the top" �ROQ` Michael Valdiris Director—Customer Service Easton Utilities, MD Customer name: Easton Utilities Number of Accounts 15,000 Services Billed Electric, Gas, Water, Sewer, Broadband, Cable Date System is going live October 2021 Client Since 2017 Customer contact: Fred Christie Customer phone number: 401 763-9403 Customer email address fchristie@eucmail.com Delivery Model Software as a Service SaaS System which Solution Replaced Harris Computer Systems - Co sdale SpryPoint Products Used • SpryCIS — Customer Information System • SpryMobile — Mobile Field Service • SpryMobile — Work Orders and Asset Management Describe Nature of Project and Services Provided to This Client: Easton Utilities (EU) is a municipal utility in Maryland that provides service to over 15,000 customers for electricity, natural gas, water, sewer, broadband, cable, and telecom services. After a careful evaluation, Easton selected SpryPoint to implement a new CIS solution in 2020. EU has been a long-term customer and trusted partner of SpryPoint and has been using SpryMobile — Mobile Field Service since 2014. Mr. Christie has a long history of working with the SpryPoint executive team since 2005. He will be happy to speak with you about our expertise and abilities to deliver a best-in-class solution on time and within budget. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 769 • Enterprise Resource Planning (ERP)System "I have known the team at SpryPoint both professionally and personally for over 15 years. They are a trusted business partner of Easton Utilities and we have collaborated with them on % u Ti<, A y numerous projects over the years to build Easton Utilities h ll reputation as a leader in technology innovation.Without any hesitation I can strongly recommend SpryPoint and their platform a of solutions." 0 0 Frederick C.Christie Chief Information Officer City of Summerside, PE FCust• of •- Number of Accounts 11,000 Services Billed Electric, Water and Sewer Date System is going live February 2021 Client Since 2017 Customer contact: Kristen Dunsford - Finance Director Customer phone number: 902 432-9184 Customer email address kristen.dunsford@cit .summerside.pe.ca Delivery Model Software as a Service SaaS System which Solution Replaced Harris Computer Systems - Co sdale SpryPoint Products Used • SpryCIS — Customer Information System • SpryEngage — Customer Engagement Platform • SpryMobile — Mobile Field Service • SpryGIDR — Grid Interactive Demand Response Describe Nature of Project and Services Provided to This Client: The City of Summerside selected SpryCIS for a new SaaS-based CIS after a competitive bidding process. Summerside's accomplishments included being faced with several unique rates configured to handle variations built over time at the City that the current CIS system could not handle easily. Through analysis with the City, SpryPoint recommended the configuration of SpryCIS to reduce the complexity from 200 rate variants down to 67. This resulted in reduced administration for the City and less chance for ongoing billing errors. J Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 770 • Enterprise Resource Planning (ERP)System 1 Testimonial: "SpryPoint has been a trusted partner of the City since 2016. Their team has worked very closely with us to identify areas for improvement and to deliver innovative solutions which have substantially improved Customer Service and Operations for our utility.We are fortunate to 41) have their utility expertise in our home province and strongly recommend their services." Kristen Dunsford Director of Financial Services ` City of Charlottetown Customerof • - • Number of Accounts 15,000 Services Billed Water & Sewer Date System is going live March 2022 Client Since 2021 rCustomer contact: Stephen Burke, Senior Finance Officer Customer phone number: (902) 566-5548 Customer email address sburke@charlottetown.ca Delivery Model Software as a Service (SaaS) System which Solution Replaced Harris Computers - Cogsdale CSM SpryPoint Products Used • SpryCIS - Customer Information System • SpryEngage - Customer Engagement Portal • SpryMobile — Mobile Field Service. Describe Nature of Project and Services Provided to This Client: After a competitive bidding process, the City of Charlottetown selected SpryPoint to implement SpryCIS, SpryEngage and SpryMobile. The City went live earlier in 2022 and would be happy to speak with the City about the resulting operational improvements from using SpryPoint's platform. The City uses the following SpryPoint applications as Software as a Service: • SpryCIS - Customer Information System • SpryEngage - Customer Engagement Portal to SpryMobile — Mobile Field Service. Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 777 Enterprise Resource Planning (ERP)System Proposer Reference Form Provide a contact person and phone number of three (3) recent clients that are similar to the City of Twin Falls. Please indicate how long they have been a client and which systems they are using. Client Name: Aurora Water, CO Contact Name: Michael Valdiris Contact Phone Number: (303) 739-7353 Been a Client Since: 2021 Date Current Version Installed: 2022 Modules That Are Live: SpryCIS, SpryEngage, SpryMobile, and SpryBackflow Client Name: Easton Utilities, MD Contact Name: Fred Christie Contact Phone Number: (401) 763-9403 Been a Client Since: 2017 Date Current Version Installed: 2021 Modules That Are Live: SpryCIS and SpryMobile Client Name: City of Charlottetown, PE Contact Name: Stephen Burke Contact Phone Number: (902) 566-5548 Been a Client Since: 2021 Date Current Version Installed: 2021 Modules That Are Live: SpryCIS, SpryEngage, and SpryMobile Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 772 Enterprise0 Resource P- System K. Tota I Cost SpryPoint Pricing Summary • Enterprise Resource Planning (ERP)System Additional Appendices L. Proposal Signature Form L.Proposal Signature Form The undersigned,as proposal responder,declares that he/she has carefully examined all the items of the Specifications and Instructions herein that he/she fully understands and accepts the requirements of the same,and he/she agrees to furnish the specified items and will accept,in full payment therefore,the amount specified below. Proposals shall include installation services,and the successful respondent shall obtain all required permits and pay fees required. Note:terms are firm for one hundred twenty(120)days.Total Price:$ $ Proposer Name: SpryPoint Services Inc. Date: Oct.12,2023 Address: 45 Queen Street,Charlottetown,PE C1A4A4.Canada Telephone:(617)939-9 1 Signature: (Person executi response and official capacity) Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 774 • Enterprise Resource Planning (ERP)System Appendix A Proof of Insurance 1100,boul.Robert-Bourassa,6e etage,Montreal(Quebec) H3B 3A5 T 514 370-4800/1 844 370-4800-F 514 397-1858 Im CERTIFICATE OF INSURANCE Certificate no 2023-11 This certificate is issued as a matter of information only and,unless otherwise set forth herein,grants no right upon the certificate holder. This certificate does not amend,extend nor modify in any way the coverage afforded by the policies below. In the event of conflict between this certificate and the terms and conditions of the insurance policies it evidences,the latter shall prevail. RTIFICATE HOLDE AMED INSUR To Whom It May Concern SPRYPOINT SOLUTIONS INC. SPRYPOINT SERVICES INC. 400-45 Queen St Charlottetown PE CIA 4A4 This is to certify that the policies of insurance listed below have been issued to the above Named Insured for the policy period indicated. Notwithstanding any requirement,term or condition of any contract or other document with respect to which this certificate may be issued or may pertain,the insurance afforded by the policies described herein is subject to all the terms,exclusions and conditions of such policies. Limits shown may have been reduced by paid claims. NEWPE OFINSURANCE NSURER(S) (MM/DD/YYYY) Comprehensive General Liability - '.. '.. Victor Canada through: (X)Occurrence basis '.. '.. Aviva Insurance:25.00% ( )Claims made basis Temple Insurance.20.00% _ From:30/07/2023 Per occurrence 3 000 000$US Everest Insurance:20.00% TGL621704 To: 30/07/2024 General aggregate 6 000 000$US Arch Insurance:17.50 Personal injury and advertising liability 3 000 000$US XL Reinsurance America Tenant's legal liability 500 000$US '.. Inc.:17.50% Medical Expenses-per accident 25 000$US '.. Medical Expenses-per person 5 000$us Non-owned automobile Q.P.F.N 6 2 000 000$US ......... ........ ........... ....... ........ .............................................. Errors and Omissions and Cyber Victor Canada through: - Insurance Policy Aviva Insurance:25.00% '.., Temple Insurance:20.00% m:30/07/2023 Everest Insurance:20.00% TIP621704 From: 30/07/2023 Arch Insurance:17.50 Per claim 3 000 000$US XL Reinsurance America Aggregate 3000000$US Inc.:17.50% Excess Errors&Omissions Policy The Sovereign General INT79551008 From:30/07/2023 Per claim 2 000 000$US Insurance Company To: 30/07/2024 Aggregate 2000 000..$.US . ....... .. ........._.... ......... ......... .......... ......... TURE AND PU Proof of Insurance PECIAL PROVISION. NCELLATION Should any of the above policies be cancelled before the expiration date thereof,the issuing company may provide a notice of cancellation according to policy wording.Failure to do so shall impose no obligation to the insurer or its representatives. Corinne Caon Commercial-Lines Damage Insurance Broker Date:_8/2/2023,,,,___ ____ __ ____ __ ____ ____ __ Authorized Representative EgR002(v0_10/16) Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 775 • Enterprise Resource Planning (ERP)System Appendix B Total Cost Summary PROPOSER NAME: SpryPoint Services Inc. DATE: Oct 12,2023 ANNUAL DATA INSTALLATION 8 ITEM PURCHASE PRICE MAINTENANCE CONVERSION TRAINING TOTAL PRICE MODULE Accounts Payable Accounts Receivable Bank Reconciliation Budgeting Cash Receipting Clearing House (if a separate module) General Ledger Payroll Project Management Tracking Human Resources Online Portal (employee self- service) Online Portal(utility customers) $ Page 33 Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 776 • Enterprise Resource Planning (ERP)System Appendix C Exceptions Form With respect to the standard form of contract provided, SpryPoint would require aligning the terms and conditions to industry standards of cloud/software as a service terms and conditions. We have included a copy of our Master Subscription Agreement for reference. (eg delivery of system, payment terms, maintenance). We would be happy to review this with the City at the appropriate time. Appendix C—Exception Form Section# Explanation With respect to the standard form of contract provided, SpryPoint would requi P aligning the terms and condition,; to industry standards of cloud/software as a service terms and conditions. We have included a copy of our Master Subscription Agreement or re erence. eg delivery ot system, payment terms, maintenance). We would be happy to review this with the City at the appropri to time Page 34 Confidential Copyright©2023 SpryPoint Services Inc.All Rights Reserved 777 • Enterprise Resource Planning (ERP)System Appendix D Requirements Summary Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 778 Appendix D —Requirements Summary Currently Available? Y or N ❖ Global Areas • Active directory integration with Azure Y • Audit trail for table changes, transactions,updates to code tables Y • Detailed reporting Y • Editable import/export configurations Y • Fields and fixed locations to work with Laserfiche connectors and repository Y • Global search capabilities Y • Government rated security Y • User defined fields Y ❖ System Access Security Maintenance • Customizable security for user and user groups • Manage data used inspecific modules Y • Systemwide lookup tables (lots, bank accounts, etc) Y •'• Financial • Accounts Payable • Accounts Payable batch review before commitment • Accounts Receivable • Additional periods beyond 12 to account for Government-Wide adjustments • Automatic signatures on checks • Bank reconciliation • Budgeting • Cash receipting, including ability to import files that tie to a customer account or record a payment with payee details from someone who doesn't have a customer account • Cash receipting date adjustment after commitment • Check number or date corrections after commitment • Clearing House • Duplicate invoice payment flagging in Accounts Payable • Field to separate vendor payments during check processing • Fixed Assets • General Ledger • Import cleared checks • Import of General Leder adjustments • Multiple account payment recordings on one receipt • Multiple billing cycles or categories • Positive Pay check file generation for the bank Page 35 YorN • Project management tracking • Sales Tax calculation and reporting • Splitting deposits vs cash or check • Transfer of detailed information from identified subledgers to the General Ledger • Type codes and groups in Cash receipting • 1099 classification, reporting and electronic generation for State and Federal government Human Resources • ACA tracking and reporting • Anniversary date fields in addition to hire date • Automatic tax table updates • EEOC classification trackabilit • Electronic W-2 generation for State and Federal government • Employee self service • IRS Social Security number validation • Manual ability to enter pay information generated by a 3rd party system to generate a PERSI report • Multiple payroll cycles • Multiple accrual tables and rules • Outgoing ACH file creation • Pay code mapping to an accrual bank • Payroll, with payroll expenses following wages based on salary classification • PERSI reporting for General, Public Safety Class II, Public Safety Class D, and returning Public Safety Retirees • Report generation on how pay and deduction codes are configured for pay cycles • Salary payments, adjusted for leave codes • Specialty pay, including flat amounts tied to specific pay codes • Step or tier setup on deductions and benefits • Tow-way integration with Timeclock Plus ❖ Utility Billing • Auto pay and incoming ACH payment file generation Y • Billing exports to 3rd party for printing, including bar code Y • Collection turnover report generation • Different billing cycle availability Y • Inbound IVR payment acceptance Y • Integration with meter reading software Y Page 36 YorN • Level pay/balanced budget Y • Past due, payment reminders, alerts & notice communication via phone, text Y and/or email • Payment arrangement tracking Y • Pressurized Irrigation fee calculation on lot size Y • Refund batch generation Y • Sewer based billing on water usage with calculated caps Y • Utility deposit recording and tracking Y • Water, Sewer, Sanitation Y • Web payment setup Y • Winter averaging Y • Work orders/service request integration with CityWorks Y Page 37 SpryP0E1nt SMART SOLUTIONS FOR SMART UTILITIES ■ I� Service Level Agreement November 2022 45 Queen Street Charlottetown, PE gQa point com CIA 4A4, Canada • SpryPoint Service Level Agreement 1 INTRODUCTION AND OVERVIEW.....................................................................................................2 2 DEFINITIONS........................................................................................................................................3 3 SCOPE OF SERVICE/RESPONSIBILITIES........................................................................................4 3.1 ONGOING SUPPORT AND SUBSCRIPTION SERVICES..........................................................................4 3.2 BILLABLE SERVICES........................................................................................................................7 3.3 QUOTE PROCESS ...........................................................................................................................7 3.4 RATE CARD....................................................................................................................................8 4 PERFORMANCE MEASUREMENT.....................................................................................................8 4.1 SUPPORT LEVEL DEFINITIONS AND RESPONSIBLE PARTIES...............................................................8 4.2 ISSUE REPORTING ..........................................................................................................................9 4.3 ISSUE PRIORITIZATION, DEFINITIONS, RESPONSIBLE PARTIES, AND TARGETS..................................10 4.4 TRIAGE.........................................................................................................................................12 4.5 RESOLUTION ................................................................................................................................12 4.6 SYSTEM MAINTENANCE.................................................................................................................12 4.7 DEVICE AND OPERATING SYSTEM SUPPORT ..................................................................................13 4.8 ISSUE POST-MORTEM PROCESS.....................................................................................................13 4.9 SUPPORT HOURS..........................................................................................................................14 4.10 HOLIDAYS.....................................................................................................................................14 5 SERVICE LEVEL AGREEMENTS.....................................................................................................15 5.1 SERVICE AVAILABILITY ..................................................................................................................15 5.2 SERVICE CREDITS.........................................................................................................................15 6 PERIODIC SERVICE REVIEWS........................................................................................................16 6.1 PERIODIC REVIEW OF OPEN TICKETS AND OUTSTANDING ISSUES ...................................................16 6.2 PERIODIC REVIEW OF SERVICE LEVEL AGREEMENT PERFORMANCE................................................16 6.3 ESCALATION.................................................................................................................................16 7 RELEASE MANAGEMENT................................................................................................................18 Confidential l Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved i • SpryPoint Service Level Agreement 1 Introduction and Overview SpryPoint's applications are delivered as a service in the cloud. Integrating software development and support is the optimal way to serve customers. SpryPoint's Customer Success Team works with the product engineers that build, implement, test, and maintain our applications. This Service Agreement defines the general technology as well as the scope of the Ongoing Production Support Services for SpryPoint's software-as-a-service. At a high level, this includes: • Application support and maintenance • Management of updates and enhancements • Technology infrastructure management • Backup and recovery • High availability, disaster recovery, and business continuity • Database management • Network configuration and monitoring • Security • Operations and service delivery management • Help desk/support • Reporting/Performance measurement tools These Services may be supplemented by change requests agreed upon by the parties in writing. This Agreement describes the responsibilities of all parties, the scope, and approach to the delivery of the services specified herein ("the Services"). The transition to the Customer Success team will occur when: • All severity 1 and 2 issues have been resolved • All severity 3 issues have a defined plan for resolution • The Post Go Live Support as defined in the Statement of Work is complete • A finalized punch-list of any outstanding items has been created and responsibilities assigned. The transition involves: • Formal knowledge transfer between SpryPoint's Service Delivery and Customer Success Teams • An introductory meeting with the client, SpryPoint's Project Manager and SpryPoint's Customer Success Team. This Agreement is specific to SpryPoint's software-as-a-service applications operating in a production environment as described in the current Pricing Schedule incorporated as part of this Agreement. Any non-production or test environments are expressly excluded from this or any other Service Agreement. Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved • SpryPoint Service Level Agreement 2 Definitions These terms shall have the following meanings whenever used in this Agreement. "Assist" means the party which may provide input into a task and/or be consulted before a decision or action is performed. "Business Hours"— means 8:00 a.m. — 4:00 p.m. Eastern Time, Monday — Friday (excluding holidays) "Demarcation Point" means the outer most point of connectivity to the Service(s) public or private endpoints such as the data centers, infrastructure, and applications provided by SpryPoint. "Environment" — provides resources and services over the Internet and access through a web browser or client software. • Production Environment — is where the latest version of the SpryPoint application is deployed and available to the intended users. • Staging Environment — an environment, used for testing, that mirrors the production environment as closely as possible. "Impact"— means the influence of an event on the organization or organization's customers. "'Issue"— is a disruption to everyday operations that may or may not have significant consequences. "Lead" means the party with final decision-making authority, accountability, and responsibility for task completion; this party needs to make sure the work gets done. "Outage" means the total minutes the service is unavailable outside the scheduled maintenance window. "Response Time"— means the number of Support Hours in which a member of the SpryPoint team will respond to a new issue. "Resolution Target"— means the number of Business Hours in which an issue should be resolved following the identification of its root cause. ""Update Frequency" — means the number of Support Hours in which the SpryPoint team will provide an update to an unresolved issue. "Scheduled Maintenance" means the total minutes of planned maintenance activities per month. Currently, scheduled maintenance is 4 hours for weekly maintenance and 4 hours for monthly maintenance. Maintenance windows are defined further in System Maintenance and are subject to change on 30 days' notice from SpryPoint. ""Severity"— is used to understand the impact of an issue quickly and set priorities for resolution target and is measured by how severely the issue is affecting functionality. "Support Hours"— mean 8:00 a.m. — 8:00 p.m. Eastern Time, Monday — Friday (excluding holidays) ""Support Request"— means a request to support the resolution of an issue when further assistance is needed from technical experts. "Tiers"— represents the complexity of the issue reported. Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 3 • SpryPoint Service Level Agreement "Total" means the total minutes the service is available less those exceptions listed under Service Availability. 3 Scope of Service/Responsibilities 3.1 Ongoing Support and Subscription Services 3.1.1 Application Support The table below describes the application support functions provided in the service and the responsibility assignment of each item. ResponsibilityItem SpryPoint Client Provide Tier 1 help desk and application support such as, user password management Assist Lead Attempt to resolve Tier 1 issues using existing knowledge base Assist Lead Maintain and update SpryPoint's knowledge base and other documentation Lead N/A Make determination to escalate and submit Tier 1 issues to Tier 2 Assist Lead Service Request Management Provide technical and functional troubleshooting for Tier 2 issues Lead Assist Work with Client to determine if an issue is for new system functionality(change)or Lead Assist requires assistance(bug) Provide a web-based system for issue tracking Lead N/A Work with Client to assign proper severity of issue based on definitions Lead Assist Provide issue tracking and reporting Lead N/A Work with client to resolve Tier 2 and Tier 3 issues Lead Assist Monitor, measure,and report on the status of Tier 2 and Tier 3 issues Lead Assist Resolve Tier 2 and Tier 3 issues Lead Assist Provide analysis of recurring issues and establish a resolution or work around for such Lead Assist issues. Work with Client in reporting and resolving unplanned outages of any component or Lead Assist environment. Provide root cause feedback for all Severity Level 1 issues Lead Assist Escalate issues as needed Lead Assist Promptly report outages and service interruptions Lead Assist SupportApplication Provide application support to the functional process owners Lead Assist Address functional issues and questions involving"how to"raised by end-users Assist Lead Work with departments to leverage software to streamline business processes Assist Lead Assist with system functionality and process flow questions for software and reports Assist Lead Provide functional support for first time processing of critical client business processes Lead Assist Focused functional process support(i.e.,end of year processing) Assist Lead Maintain application releases of the current software in the production environment Lead N/A Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 4 • Enterprise Resource Planning (ERP)System SpryPoint Service Level Agreement Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 782 • SpryPoint Service Level Agreement Assist in reporting product issues to software vendor support and obtaining resolution Assist Lead Provide availability management and support Lead N/A Provide maintenance and support for all integrations Lead Assist Provide maintenance and support for all reports Lead Assist Provide maintenance and support for all scheduled jobs Lead Assist Provide functional testing support Assist Lead Deploy required application software Lead N/A Provide post-deployment verification testing of required software Lead Assist Security Administration Provide application security maintenance and administration Lead N/A Conduct user access management and review Assist Lead Maintain and support firewall subsystem software components where applicable(e.g., N/A Lead patches and software upgrades)on Client hardware and software. Monitor virus/security alerts and vulnerabilities from manufacturers and determine Lead — Assist appropriate action per procedure. 3.1.2 Operational Support The table below describes the operational support functions provided in the service and the responsibility assignment of each item. ResponsibilityItem SpryPoint Client Hostin Services Provide,hosting services Lead N/A Provide for a replicated system architecture Lead N/A Provide disaster recovery services including system and data restoration Lead N/A Conduct periodic testing of the disaster recovery solution Lead N/A High availability and continuity of the service including load balancing to redirect Lead N/A traffic multi-zone databases auto-scaling instances based on application and Provide for secure transmission of data being stored and/or archived Lead N/A Provide toll-free support line. Lead N/A Provide hosting services Lead N/A Database Management Perform database administration Lead N/A Perform database monitorin Lead N/A Perform database tuning Lead N/A Perform database security Lead N/A Perform database procedures Lead N/A Perform scheduled maintenance procedures Lead N/A Perform database patching and updates/service packs Lead N/A Communicate patch and update impact analysis Lead N/A Perform database capacity lannin Lead N/A Perform database refresh/clones Lead N/A Perform database backup and recovery Lead N/A Perform any data purging or archiving as required. Lead N/A Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 5 • SpryPoint Service Level Agreement Release Management Assess impacts of new releases to the environment Lead Assist Perform Client-requested periodic refreshes of the non-production environments from Lead Assist the production environment up to twice per calendar month Perform application upgrades Lead Assist Perform maintenance pack installations Lead Assist Perform emergency release updates as needed. Lead Assist Access Management Manage administrative user access to the environments Assist Lead Manage user access at the operating level Assist Lead Manage application users and their access to the various environments Assist Lead Performance Management Monitor system performance Lead N/A Monitor application performance Lead N/A Monitor scheduled job performance Lead Assist Analyze performance related issues to identify factors impacting performance Lead Assist 3.1.3 Technology Infrastructure Services The table below describes the technology infrastructure functions provided in the service and the responsibility assignment of each item. ResponsibilityItem SpryPoint Client Review and resolve technical issues with the system Lead Assist Assist with system debugging and issue resolution Lead Assist Resolve system technical issues with scheduled jobs and reports Lead Assist Answer technical questions for day-to-day maintenance Lead Assist Perform system administration Lead Assist Provide system monitoring and tuning Lead Assist Provide system capacity planning Lead Assist Provide storage capacity planning Lead Assist Provide workload management and support Lead Assist Perform infrastructure maintenance and support Lead Assist Manage the testing of all application and system changes prior to applying to production Lead Assist Perform updates/service packs on application infrastructure Lead N/A Perform system patching and updates/service packs(desktop) N/A Lead Provide change bundling analysis to reduce the frequency and length of time required to Lead N/A apply changes Provide a back-out plan for changes to the various environments Lead N/A Apply code patches for application software Lead N/A Implement minor technology updates Lead N/A Provide system maintenance scheduling and coordination Lead N/A Report system outages and service interruptions Lead Assist Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 6 • SpryPoint Service Level Agreement Provide infrastructure monitoring and alerting Lead N/A Provide set-up, maintenance,and support for the following environments: Production Lead N/A Staging Lead N/A Sandbox(where applicable) Lead N/A 3.2 Billable Services There will be instances where a client request is beyond the scope of the original contract. Any out-of-scope item is considered an enhancement or a change to the service and should be directed to our Customer Success team through regular support request options. Enhancement requests would include new functionality and features. Change requests would include changes to the services or responsibilities of the service. Examples of billable services that require a quote: • Requests for new reports • Requests for changes to current reports • New configuration/setup • Rate changes • Changes to bill print/template • Changes to forms or letters 3.3 Quote Process The client may request additional services or modifications to the application at any time. All Changes will be documented and approved, regardless of whether there is an associated cost for the change. Requests for changes should be made to SpryPoint's Customer Success Team. They will review the request and create a quote to include the following: • A description of the problem that needs to be solved or the issue to be addressed. • A description of the solution to the problem or issue to be addressed, including the use/business case and/or reason for the Change and suggested solution. • An estimated delivery time • If applicable, any fees/cost and expenses associated the Change. The Change process is defined below. The Change must be approved by both SpryPoint and the Client before any work related to a Change is completed. • Identify the requested Change • Identify and document the solution and scope of work associated with the Change requested • Estimate required effort, and any associated costs • Submit for review and approval by the Client and SpryPoint Management Team • If not approved, no changes are completed, and the Change request is canceled • If approved, SpryPoint will work with the client to schedule. • Monitor and report progress on the Change • Communicate the Change resolution Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved • SpryPoint Service Level Agreement 3.4 Rate Card Any billable services to the Service beyond go-live will be performed at the then prevailing rate as published by SpryPoint on an annual basis. Any enhancements will be implemented pursuant to the change control process as outlined in the Statement of Work. 4 Performance Measurement 4.1 Support Level Definitions and Responsible Parties Client agrees to follow escalation procedures and is responsible for Tier 1 support functions before new application or functionality related to SpryPoint services is enabled in production. 4.1.1 Client Responsibilities DefinitionTier • • Examples 1 Support performed by Client, who shall • Provide application navigation tips be responsible for addressing common • Perform password resets or analyze login user questions and issues issues • Answer questions regarding basic operation of the application • Gather information to escalate to Tier 2 support 4.1.2 SpryPoint Responsibilities MWDefiniiti:on • • Examples 1 i 1 Support performed by Client, who shall Maintain documentation to enable Client to be responsible for addressing common resolve most Tier 1 support issues without user questions and issues requiring escalation to specialized application support. I I— I 2 I In-depth technical support performed by Provide Tier 2 support for all SpryPoint SpryPoint to address issues outside the applications which includes: scope of Tier 1 issues. Advanced technical and system administration responsibilities which SpryPoint's experienced team are may require application log, database available to: access, or other code-related • Assess issues troubleshooting • Provide solutions • Clearly defined points-of-contact, • Resolve issues available to receive and appropriately • Create new features respond to issues from Tier 1 support Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved • SpryPoint Service Level Agreement • Advice and assistance for the applications and non-programming activities in direct support of users • Advise Client personnel of estimated time to resolve an issue after root cause diagnosis • Provide status updates during issue resolution • Escalate Tier 2 support issues to Tier 3 support at our sole discretion I I 3 A level of product and service support Provide Tier 3 support for all SpryPoint provided by SpryPoint resources (such applications which includes: as product managers or product team) • Data fixes • Code-related troubleshooting • Bug fixes 4.2 Issue Reporting The Client shall designate one or more power users to request and receive support services from SpryPoint. These users must be trained on the SpryPoint applications for which they initiate support requests. To report an issue, submit a support request by: • Support widget (must be enabled in-app) • SpryPoint Helpdesk Portal - support.sprypoint.com • E-mail — support@sprypoint.com • Phone - 855.TRY.SPRY Issue reporting shall be available twenty-four (24) hours a day, seven (7) days a week, and 365 days a year. Before reporting an issue, Client's personnel must collect as much of the following information as possible: Criteria D- • Examples I Date and Time When did the issue start? Product/Function SpryCIS—Meter Reading I I General Description Describe the issue you are experiencing as well as the expected results Replication How to replicate the issue I I Severity Per the severity levels defined in this document Operating System iOS,Android,Windows, MacOS I I Device iPad,Chromebook, Microsoft Surface,MacBook Browser Chrome,Safari,Edge, Firefox Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 9 • SpryPoint Service Level Agreement Screenshots Screenshots of the error will help with troubleshooting Support requests are submitted to report issues. Once submitted, Client will receive an automated response indicating the request has been received as well as a ticket number. SpryPoint's Customer Success Team will address tickets according to the Severity Level. The SpryPoint team will determine the cause of the issue and begin the process for correction and/or remediation. Some possible causes of an issue to be reported are: Bug — an error, flaw, or fault in the application that causes an incorrect or unexpected result or behaviour. Configuration Request— a change or update to the behaviour of an application through a setting in the user interface. New Feature Request— an update to the application to provide new functionality or a new feature. Training Issue/Question — Client does not understand how or why something is behaving the way it is or needs to understand options to change the base behaviour. Performance/Service Issue— generally a high priority, high severity item that includes outages, downtime, and other issues affecting the usability of SpryPoint applications. Additional detail on the ticket submission process may be found in Appendix A. 4.3 Issue Prioritization, Definitions, Responsible Parties, and Targets ResponseSeverity Example Level Target n Target Frequenc 1 — Urgent Client's business is not operational due to 1 hour 4 hours 1 hour significant performance issues or outage, creating a substantial impact financially or by the number of customers affected. Critical business function(s) cannot be performed and/or a key component is unavailable or is non-functional. There is no immediate work around. Urgent issues have top priority until resolved Examples of Severity 1 issues includes but are not limited to: • System is unavailable (outage), • Unable to perform a key function such as calculation of bills or billing process, Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 10 • SpryPoint Service Level Agreement —I • A key function is malfunctioning, creating a severe financial/customer impact • Any event that impacts more than 20% of the customer base. • Severity Level 1 issues are subject to an Issue Post-mortem by SpryPoint I 2 — Critical Client's business is operational but the ability 2 hours 16 hours 4 hours to perform business functions is severely impacted, A critical business function or functions are partially operational or operating by use of a workaround only sustainable for a short period of time. A critical business function or functions is operating at limited capacity or has a defect which creates errors or atypical results to customer records, transactions, or financials. Examples of Severity 2 issues includes but are not limited to: • 10%-20% of the customer base are affected by bills which are calculating or rendering incorrectly • Response times on transactions or screens are 3 times the normal response times (response times must be tracked at go-live for benchmark) • Processes take 3 times as long to complete or error out (response times must be tracked at go-live for benchmark) J 1 3 — The service is experiencing an issue that can 4 hours 160 hours 40 hours Restricted be worked around but is impacting client's Use efficient use of the service. The business is operational but with reduced efficiency. Examples of Severity 3 issues includes but are not limited to: • Single account issue • Business function has a slight restriction of function of non-critical nature • A work around is required to maintain normal operations • Non-performance impacting defect Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 11 • SpryPoint Service Level Agreement I I 4 — Not The service is fully functional but may contain 8 hours 200 hours Upon Urgent a cosmetic flaw, or misspelling. resolution There is no operational, financial, or customer impact. Examples of Severity 4 issues include, but may not be limited to: • A button is out of alignment on the user interface • Question regarding configuration or functionality • General inquiries I I I 5 Enhancement request 16 hours As defined As defined in change in change process process noted in the noted in the Statement Statement of Work of Work 4.4 Triage Based on the severity level of the support request, Client can expect a response from the SpryPoint Customer Success Team as indicated in the table above. During this initial contact, the team has several objectives: 1. Confirm and/or clarify our understanding of the support request. Adjust reported severity level if necessary. 2. Document the use case where the issue occurs. 3. Establish a resolution plan and provide an estimated resolution time if possible. 4. If an estimated resolution time cannot be provided during the initial contact, Client will be provided with an estimate on the timeframe. 5. If the support request is Level 5 (enhancement request), Client will be contacted to discuss the use case and scope of the enhancement. An enhancement specification and quotation will be delivered. 6. Resolution 4.5 Resolution Issue Resolution indicates that the issue has been addressed and resolved, pending confirmation from Client's power user. If for any reason Client is not satisfied with the resolution, Client may request the issue to be re-opened. 4.6 System Maintenance The primary contact for the ongoing maintenance and support of the application is SpryPoint's Customer Success team. Although rare, SpryPoint may, at its discretion, schedule a system maintenance window, during which time normal production services may not be available. Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 12 • SpryPoint Service Level Agreement Planned system maintenance windows are mutually agreed upon with the Client. Whenever possible, SpryPoint will plan Scheduled Maintenance to coincide with Client's IT system maintenance windows and outside the hours of 8:00 a.m. and 4:00 p.m. Eastern Standard Time. There may be some instances where updates are required immediately or within a short timeframe to maintain the integrity or functionality of SpryPoint applications. In such cases, SpryPoint will notify Client's designated contact of unplanned system maintenance and work with Client to deploy the necessary changes during the earliest, mutually favorable time. SpryPoint will promptly notify Client's designated contact of any downtime and provide confirmation once full functionality is restored. In extraordinary circumstances, it may be necessary to take the system offline or otherwise prevent access to applications. This would be the result of an exceptional situation (i.e., a zero- day vulnerability) where SpryPoint would take preventive action to mitigate any potential adverse impact to our clients. 4.7 Device and Operating System Support • SpryPoint shall use commercially reasonable efforts to identify a root cause and provide technical solutions therein for any reported bugs, defects, issues, etc., provided that the Software or Services are not otherwise impaired at the start of the then-current Service Term and has been properly maintained by Client in accordance with SpryPoint's policies. SpryPoint is not required to support its applications in the following circumstances: hardware that is no longer supported by its manufacturer. (e.g., iPhone 3G, Samsung Galaxy S Captivate) • Operating systems or versions of operating systems which are no longer supported or updated by their authors (e.g., Apple, Google, Microsoft, etc.). • Errors that are a result of product misuse, negligence, or improper utilization of any or all part of the Software or Services. • Issues that are a result of electrical failure, internet connections problems, and all data issues deemed to be under Client's exclusive control and responsibility including but not limited to: data input and output are outside the scope of this service level agreement. Maintenance for unsupported operating systems and/or hardware may be available to clients at an additional charge. 4.8 Issue post-mortem process The issue post-mortem process at SpryPoint includes the following: REENEWObjective Summary of what happened • Which services and customers were affected? • How long and severe was the issue? • Who was involved in the response? • How was the issue resolved? I Root cause analysis • What were the origins of failure? • Why do we think this happened? Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 13 • SpryPoint Service Level Agreement Steps taken to diagnose, assess, and • What actions were taken? resolve • Which were effective? • Which were detrimental? Timeline of significant activity Centralize key activities from monitoring tools, ticket management, issue details as well as internal and external communications. I Learning and next steps • What went well? • What did not go well? • How do we prevent this issue from happening again? I Summarize findings Circulate summary to affected clients upon request. 4.9 Support Hours SpryPoint business hours are from 8:00 a.m. to 4:00 p.m. Eastern Time, Monday through Friday (excluding holidays). After-hours, on-call support is available when requested. This provides extra support when migrating, updating, or upgrading integrated line of business applications. After-hours, on-call support rates will be in accordance with the current Rate Card (Section 3.3). 4.10 Holidays Response to requests other than Severity Level 1 may be delayed up to 24 hours during holidays observed by SpryPoint as outlined below: Holiday D.te (on or • New Year's Day* January 1 Provincial Holiday Third Monday in February Good Friday Late March/Early April Victoria Day Third Monday in May Canada Day* July 1 I I Civic Holiday I First Monday in August I I Labour Day I First Monday in September I I National Day of Truth and Reconciliation I September 30 Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 14 • SpryPoint Service Level Agreement Thanksgiving (Canadian) I Second Monday in October I I Remembrance Day* I November 11 I I Christmas Day* I December 25 I I Boxing Day* I December 26 *If a holiday falls on a weekend, it will be observed the following Monday. 5 Service Level Agreements Service Level Agreements (SLAs) provide clarity around the commitments to deliver the Service and set expectations for both parties relative to the Client's business and the impact/role of the Service within the Client's business. 5.1 Service Availability SpryPoint will use commercially reasonable efforts to make our Services available with an uptime percentage of at least 99.5% within a given calendar month. 5.1.1 Exclusions, Exceptions and Limitations This does not apply to any Service performance issues caused by factors; (i) outside of SpryPoint's reasonable control, including any force majeure event or Internet access or related issues beyond the demarcation point of SpryPoint; (ii) that result from Client's equipment software or other technology such as metering technology, payment and data processing services, networking technology and/or third-party equipment, software, integration services or other technology (other than third party equipment within our direct control); (iii) that result from any scheduled maintenance as provided for pursuant to this Agreement; or (iv) arising from SpryPoint's suspension and termination of Customer's right to use Software. 5.2 Service Credits In the event of a failure by SpryPoint to meet the Service Availability and Issue Resolution Targets as defined in this SLA, as the Client's sole and exclusive remedy, at Client's request, SpryPoint will provide Service Credits in accordance with the following: 1. First month of missed service availability or issue resolution target, SpryPoint and Client will meet to discuss possible corrective actions 2. Second consecutive month: 10% of the Subscription Fee paid for the applicable month of the affected SpryPoint application 3. Third consecutive month: 20% of the Subscription Fee paid for the applicable month of the affected SpryPoint application 4. Fourth consecutive month: 30% of the Subscription Fee paid for the applicable month of the affected SpryPoint application Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved is • SpryPoint Service Level Agreement 5. Fifth consecutive month: 40% of the Subscription Fee paid for the applicable month of the affected SpryPoint application 6. Sixth consecutive month: 50% of the Subscription Fee paid for the applicable month of the affected SpryPoint application 7. More than six consecutive months: Within thirty (30) days of such failure Client shall have the option to terminate the entire Agreement and upon termination Client shall receive a refund of all prepaid subscription fees that are unearned as of the date such termination becomes effective. 8. Service Credits shall be deducted from subsequent invoices for Subscription Fees, or upon the termination or expiration of the Agreement the Service Credits would be paid directly to the Client. 6 Periodic Service Reviews 6.1 Periodic Review of Open Tickets and Outstanding Issues Such reviews are offered by SpryPoint upon client request and may be held either monthly or quarterly as agreed by both parties. Reviews are led by a member of the SpryPoint Customer Success Team and commonly include: • Discussion and review of open or recently closed tickets • Discussion and review of recent or forthcoming product releases 6.2 Periodic Review of Service Level Agreement Performance Such reviews will be held annually (or on a periodic basis as agreed by both parties). Either party may request the review. The review will be led by the Manager of Customer Success and shall include: • Discussion and resolution of any issues that may arise under an SLA • Service delivery since last review • Major deviations from service targets • Negotiate proposed changes to the SLA • Resolve concerns about service delivery • Discuss any staffing changes for SpryPoint or Client The review mechanism shall include an escalation procedure under which any unresolved issues are escalated for immediate resolution. Disagreements shall initially be handled by means of the following escalation provision: 6.3 Escalation In the unlikely event that a customer needs to escalate an issue beyond the Customer Success Analyst in charge, the following is the path of that escalation: Confidential J Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved • SpryPoint Service Level Agreement Managing Partner Manager, Customer Success Senior Success Analyst Success Analyst If the Client is unable to get appropriate support from the assigned support analyst or senior support analyst, the client may escalate first to Shelley MacLeod, Manager of Customer Success and then to any Managing Partner at SpryPoint, however Kyle Strang is the Managing Partner responsible for Customer Success-related escalations. Contact information for the Customer Success Management Team: Shelley MacLeod, Manager, Customer Success smacleod@sprypoint.com Office: 902.510.1770 Mobile: 902.213.0950 Kyle Strang, Managing Partner kstranq@sprypoint.com Office: 617.939.9016 Mobile: 902.476.7930 Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 17 • SpryPoint Service Level Agreement 7 Release Management We provide application releases on a two-week interval. The Customer Success Team works with the Product Management team to create and distribute Release Notes to our clients. Our releases typically include new features and functionality as well as bug fixes. Product Releases: • Release Notes are sent to the primary contacts in the organization. However, anyone can be added to the distribution list. • Release Notes will be provided before deployment to your production environment. • Releases are deployed after standard business hours and live in the system the next business day. • New features and functions are disabled by default when deployed. • Customer Success is available to assist your team in determining if enabling a new feature is right for your organization. Confidential i Copyright©2022 SpryPoint Solutions Inc.All Rights Reserved 18 60 Enterprise Resource Planning (ERP)System SpryPoint Master Subscription Agreement Confidential/Copyright©2023 SpryPoint Services Inc.All Rights Reserved 202 SpryPoint Master Subscription Agreement This Master Subscription Agreement,effective as of XXXXXXXX, is by and between SpryPoint Services, Inc("SpryPoint) a Canadian Corporation with offices at 45 Queen Street, Charlottetown, PE C1A 4A4 and Placer County Water Authority ("Client")with offices at144 Ferguson Rd,Auburn, CA 95603, United States. Whereas SpryPoint provides a subscription Service to which Client intends to subscribe, this Agreement establishes the business relationship and allocation of responsibilities regarding the Service and the parties therefore agree as follows. The exhibits and schedules attached hereto are an integral part of this agreement and are deemed incorporated by reference herein. SpryPoint agrees to perform the services described below in accordance with the terms and conditions of this Agreement.Should there be a conflict of terms or conditions,this Agreement shall control,and the order of precedence shall be as follows: 1. Master Subscription Agreement 2. Exhibit A— Statement of Work 3. Exhibit B — Pricing Schedule 4. Exhibit C— Service Level Agreement 5. Exhibit D — Insurance Requirements 6. Exhibit E —Security Provisions 7. Exhibit F— Escrow Agreement DEFINITIONS. The following capitalized terms shall have the following meanings whenever used in this Agreement. "Affiliate" means any entity which directly or indirectly controls, is controlled by, or is under common control by either party. For purposes of the preceding sentence, "control" means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity. "Agreement" means this Master Subscription Agreement, including any exhibits or attachments hereto. "Authorized Named User" means an end user of the Client that has been given access by Client to use the Services. "Authorized Parties" means Clients' or an authorized Affiliate's Employees and third-party providers authorized to access Client's Tenants and/or to receive Client Data by Client (i) in writing, (ii) through the Service's security designation, or(iii) by system integration or other data exchange process. "Confidential Information" refers to the following types of material or content one party to this Agreement ("Discloser")discloses to the other("Recipient"):(a)any information Discloser marks or designates as "Confidential" at the time of disclosure; and (b) any other non-public, sensitive information disclosed by Discloser including, but not limited to code, inventions, know-how, business,technical,and financial information, or other information which should reasonably be known by the Recipient to be confidential at the time it is disclosed, due to the nature of the information and the circumstances surrounding such disclosure Confidential Information does not include information that:(i)is in Recipient's possession at the time of disclosure;(ii)is independently developed by Recipient without use of or reference to Confidential Information; (iii) becomes known publicly, before or after disclosure, SpryPoint other than as a result of Recipient's improper action or inaction; or(iv) is rightfully obtained by Recipient from a third party without breach of any confidentiality obligations. "Client Data" means a subset of Confidential Information that is comprised of Client's data obtained, used in, or stored as the result of the use of the Services. Client Data shall include the following: (a) Data collected, used, processed, stored, or generated by the Client as the result of the use of the Service, including any personal identifiable information ("PII") and any information related to payment processing, such as credit card numbers and ACH account numbers. Client Data is and shall remain the sole and exclusive property of Client and all right, title, interest in same is reserved to Client. "Client Input"means suggestions,enhancement requests,recommendations or other feedback provided by Client, its employees and Authorized Parties relating to the operation or functionality of the Service. "Competitor" means any entity that may be reasonably construed as offering competitive functionality or the Service offered by SpryPoint. "Documentation" means the Software's standard user manuals and any other accompanying documents related to the Software delivered to Client during Implementation. "Implementation" means the process for gathering requirements,configuring,testing,training,and integrating the Service for Client's use, as set forth in a Statement of Work. "Intellectual Property Rights" means any and all common law, statutory and other industrial property rights and intellectual property rights, including copyrights, trademarks, trade secrets, patents and other proprietary rights issued, honored or enforceable under any appliable laws anywhere in the world,and all moral rights related thereto. "Implementation Services" means the services provided by Provider to Client for the integration, implementation, and use of the Service, which may include project management, analysis, configuration, data conversion, training, testing, development and ongoing maintenance & support, as outlined in Exhibit A- Statement of Work. "Malicious Code" means viruses, worms,timebombs,trojan horses and other malicious code,files, scripts, agents or programs. "Messaging Service" means SpryPoint's alerts, notifications,communications,campaigns& messaging capabilities provided with the Service. "Parties" Collectively refers to SpryPoint and the Client. "Personal Data" means any information that is related to an identified or identifiable individual and has been provided by Client or its Affiliates as Client Data within the SpryPoint Service to enable SpryPoint to process the data on its behalf. "Production Deployment" means once the Client has provided User Acceptance Testing ("UAT") signoff and the Service has been moved into a production environment. "Security Breach"means(i)any actual or reasonably suspected unauthorized use of,loss of,access to or disclosure of,Client Data;provided that an incidental disclosure of Client Data to an Authorized Party or SpryPoint or incidental access to Client Data by an Authorized Party or SpryPoint, where no reasonable suspicion exists that such disclosure or access involves theft, or is fraudulent, criminal or malicious in nature, shall not be considered a "Security Breach" for purposes of this definition, unless such incidental disclosure or incidental access triggers a SpryPoint notification obligation under any appliable Law and (ii) any security breach (or substantially similar term)As defined by applicable law. "Service" means the combination of SpryPoint's software-as-a service applications as described in the Documentation and subscribed to as set forth in Exhibit B - Pricing Schedule or through a Change Order. "Service Level Agreement" (SLA). means SpryPoint's standard Service Level Availability policy which may be updated from time to time. No update shall materially diminish SpryPoint's responsibilities under the SLA. "Subscription Service Fee" means the annual amount invoiced and payable for Client's use of the Service. The Subscription Service Fee does not include the one-time implementation fees for the Services as set forth in Exhibit A Statement of Work. "Tenant" means a unique instance of the Service,with a separate set of Client data held by SpryPoint in a logically separated database. "Term" means the Initial Term of this Agreement which commences on the Effective Date and will continue for one year. "Updates" means all updates, improvements, enhancements, error corrections, bug fixes, release notes, upgrades and changes to the Service and Documentation as developed by SpryPoint and made generally available for Production use. 1. Provision of Service. 1.1 SpryPoint Obligations. During the Term of this Agreement, SpryPoint shall make the Service and Updates available to Client in accordance with the Documentation, the SLA and pursuant to the terms of this Agreement. SpryPoint shall not use Client Data except to provide the Service, or to prevent or address service or technical problems, verify Service Updates, in accordance with this Agreement and the Documentation,or in accordance with Client's instructions and shall not disclose Client Data to anyone other than Authorized Parties in accordance with this Agreement. 1.2 Client Obligations. Client may enable access of the Service for use only by Authorized Parties solely for the internal business purposes of Client and its Affiliates in accordance with the Documentation and not for the benefit of any third parties. Client is responsible for all Authorized Party use of the Service and compliance with this Agreement. Client shall: (a) have sole responsibility for the accuracy, quality, and legality of all Client Data and (b)take commercially reasonable efforts to prevent unauthorized access to, or use of, the Service through login credentials of Authorized Parties, and notify SpryPoint promptly of any such unauthorized access or use. Client shall not: (i) use the Service in violation of applicable Laws; (ii) in connection with the Service, send or store infringing, obscene,threatening or otherwise unlawful or tortious material, including material that violates privacy rights; (iii) send or store Malicious Code in connection with the Service or its related systems or networks in a manner not set forth in the Documentation. Client shall designate a maximum number of named contacts as listed in the applicable Orde form to request and receive support services from SpryPoint. Named support contacts must be trained on the SpryPoint product(s) for which they initiate support requests. Client shall be liable for the acts and omissions of all Authorized Parties and Client Affiliates relating to this Agreement. 1.3 Acceptable Use. Client acknowledges and agrees that SpryPoint does not police the content of communications or data of Client or its users transmitted through the Service,and that SpryPoint shall not be responsible for the content of any such communications or transmissions.Client shall use the Services SpryPoint exclusively for authorized and legal purposes, consistent with all applicable laws and regulations Client is solely responsible (a) for making sure that the disclosure and use of data, content and information provided to SpryPoint does not violate any applicable law or infringe upon the intellectual property rights of any third party and (b)for the appropriate use of any reports and other materials prepared by Client in a manner that will not violate any applicable law or infringe upon the intellectual property rights of any third party. Client agrees not to post or upload any content or data which (a) is libelous, defamatory, obscene, pornographic, abusive, harassing or threatening; (b) violates the rights of others, such as data which infringes on any intellectual property rights or violates any right of privacy or publicity; or (c) otherwise violates any applicable law. SpryPoint may remove any violating content posted or transmitted through the Services, without notice to Client. SpryPoint may suspend or terminate any user's access to the Service upon notice in the event that SpryPoint reasonably determines that such user has violated the terms and conditions of this Agreement. 2. Fees. 2.1 Invoices & Payment. SpryPoint will invoice Client the first-year subscription fee for the Service upon execution of this agreement.All fees are quoted and payable in United States Dollars.All invoiced charges are due net 30 days from the invoice date unless otherwise stated on the invoice. Client is responsible for providing SpryPoint complete and accurate billing and contact information including a valid email address prior to the commencement of your subscription. Upon SpryPoint's request, Client will make payments via electronic bank transfer. All remittance and invoice inquiries are to be directed to financeC@SprryPoint.com. 2.2 Non-Cancelable & Non-Refundable. Except as specifically set forth to the contrary under Section 6 (Warranty) and Section 7 (Indemnification), all payment obligations are non-cancelable, and all payments made are non-refundable. 2.3 Non-Payment and Suspension of Service. If SpryPoint does not receive any invoiced amount by the due date as provided in Section 2.1 herein, then without limiting rights and remedies, the invoiced amount(s) may accrue interest at the rate of 1.5% per month. If any amount owing by Client for SpryPoint's services under this or any other agreement is net 30 or more days overdue, SpryPoint, without limiting its other rights and remedies reserves the right to suspend the Service until such amounts are paid in full. 2.4 Taxes. All fees invoiced pursuant to this Agreement do not include any applicable taxes. Client shall be solely responsible in the event any authority imposes a duty,tax, levy, or fee (excluding those based on Provider's net income) directly upon the Client in relation to this Agreement. 2.5 Tax Status. SpryPoint's fees do not include any Transaction Taxes. Client agrees that it is exempt from all Transaction Taxes, including but not limited to, any local, state, provincial, federal or foreign taxes, levies, duties or similar governmental assessments of any nature, including value - added, goods and services taxes, excise, use or similar taxes. In the event that Client's tax-exempt status changes such that it is no longer exempt from Transaction Taxes, Client shall become responsible for paying all Transaction Taxes associated with this Agreement. If SpryPoint has a legal obligation to pay or collect Transaction Taxes for which Client is responsible under this section,the appropriate amount shall be invoiced to and paid by Client. If Client itself, as a body entitled to assess taxes or fees, imposes any taxes or fees upon SpryPoint's provision of the Services, the fees in this Agreement are net of any such taxes or fees and SpryPoint will gross up its invoices to include such taxes or fees. 2.6 Additional Services. The Service includes optional variable services such as SMS messaging services and outbound IVR dialer services (collectively "Additional Services"). All Additional Services shall be SpryPoint invoiced by SpryPoint to Client upon the request of such services by Client at the pricing and rates provided in Exhibit B. (a) For SMS text messaging services, an optional SMS Short Code fee shall be invoiced upon request of a Short Code by Client. SMS short code fees shall be invoiced annually, while in- bound and out- bound text message usage fees shall be invoiced monthly for actual amount used. (b) For Outbound IVR services, usage fees shall be invoiced monthly for the actual amount used upon activation and usage of the outbound IVR services. 2.7 Enhancement Cost.Any enhancements to the Service beyond the initial scope as outlined in Exhibit A— the Statement of Work will be performed on a time and material basis, at an hourly rate of$200 USD per hour. We will implement enhancements pursuant to the change control process as outlined in Exhibit A. 2.8 Additional Users. SpryPoint will be automatically notified when new users are added to Client's Service. If the number of active users,not including archived users,exceeds Clients current subscription,SpryPoint will invoice client for any incremental user additions during the calendar month. Invoice to client will be prorated to align with the remaining months in Client's subscription period. 3. Proprietary Rights 3.1 SpryPoint Intellectual Property Rights. SpryPoint retains all right,title, and interest in and to the Service, Documentation and other SpryPoint Intellectual Property Rights including any related methodologies, techniques, processes, and instruction developed by SpryPoint and used in the course of delivering the Service. under this Agreement and an applicable Statement of Work. No rights are granted to Client hereunder other than expressly set forth herein. Client shall not(and shall not allow or cause any third party to (i) reverse engineer, modify or copy the Service or Documentation or create any derivative works based on the Service and Documentation; (ii) copy and features, functions, interfaces, integrations or graphics of the Service or Documentation; (iii) access the Service or Documentation in order to build any commercially available product or service. 3.2 Client Rights. SpryPoint hereby grants Client's Authorized Named Users (and those of Client's Affiliates and Authorized Parties) a non-exclusive, non-transferable, non-perpetual limited right to use the Service and Documentation,solely for the internal business purposes of Client and Affiliates and solely during the Term, subject to the terms and conditions of this Agreement. 3.3 License to Host Client's Data. Client grants SpryPoint and SpryPoint's hosting partners a worldwide, limited-term license to host,copy,transmit and display Client's Data,as necessary for SpryPoint to provide the Service in accordance with this Agreement. As between SpryPoint and Client, SpryPoint acquires no right,title or interest from Client under this Agreement in or to Client's Data. 3.4 License to use Client's Feedback. Client grants to SpryPoint and its affiliates a worldwide, perpetual, irrevocable, royalty-free license to use and incorporate into the Service any suggestion, enhancement request, recommendation, correction or other Client feedback relating to the Service. SpryPoint shall have no obligation to make Client Input an Improvement. 3.5 Statistical Information. SpryPoint owns all aggregated and statistical data derived from the operation of the Service, including, without limitation, the number of records in the Service, the number and types of transactions, configurations, and performance results for the Service. SpryPoint may anonymously compile statistical information related to the performance of the Service for purposes of improving the SaaS service, provided that such information does not identify Client's data or include Client's name. SpryPoint 4. Confidentiality 4.1 Confidentiality. A party shall not disclose or use any Confidential Information of the other party except as reasonably necessary to perform its obligations or exercise its rights pursuant to this Agreement except with the other party's prior written permission. 4.2 Nondisclosure.A party shall not use Confidential Information for any purpose other than to facilitate this Agreement. A Recipient: (a) shall not disclose Confidential Information to any employee or contractor unless such person needs access in order to facilitate the Agreement and executes a nondisclosure agreement with Recipient (b) shall not disclose Confidential Information to any third party without Discloser's prior written consent. 4.3 Protection. Each party shall protect Confidential Information with the same degree of care it uses to protect its own confidential information, but in no event using less than a reasonable standard of care. 4.4 Injunctive Relief. Recipient agrees that breach of Confidentiality would cause irreparable injury,for which monetary damages would be inadequate. If a recipient discloses or uses any Confidential Information of the other party in breach of confidentiality protections hereunder, the other party shall have the right, in addition to any other remedies available,to injunctive relief to enjoin such acts. 4.5 Retention of Rights. This Agreement does not transfer ownership of Confidential Information or grant a license or any other right thereto. Discloser will retain all right, title and interest in and to all Confidential Information. 5. Data Privacy&Security 5.1 SpryPoint use of Data. Client hereby grants SpryPoint a limited right to access, process, collect, store, generate, display, and use Client Data for the sole purpose of providing the Service. SpryPoint shall keep and maintain Client Data in strict confidence and shall not allow any third parties to use,disclose,or access Client Data without Client's prior written consent. Notwithstanding the foregoing, SpryPoint may disclose Client Data as required by applicable law or by proper legal or governmental authority. SpryPoint shall give Client notice of any such legal or governmental demand and reasonably cooperate with Client in any effort to seek a protective order or otherwise contest such required disclosure, at Client's expense. 5.2 Data Security. Each Party shall be responsible for establishing and maintaining its own data privacy and information security policies, including physical, technical, administrative, and organizational safeguards to ensure the security and confidentiality of Client Data; protect against any anticipated threats or hazards to the security of Client data, protect against unauthorized disclosure, access to, or use of Client Data, ensure the proper disposal of Client Data, and ensure that all employees, agents, and subcontractors, if any, comply with the above. 5.3 Unauthorized Disclosure. If either Party believes there has been a Security Breach, such party must notify the other party upon the earlier of forty-eight(48) hours after discovery or any time frame required by applicable law unless legally prohibited from doing so. Each Party will reasonably assist the other Party in mitigating or remediating any potential damage where appropriate. Each party shall bear the costs of such remediation or mitigation to the extent the breach or security incident was caused by it. As soon as reasonably practicable after any such Security Breach, upon Client's request, Client and SpryPoint will consult in good faith regarding the root cause analysis and any remediation efforts. 6. Warranties& Disclaimers SpryPoint 6.1 From SpryPoint. a) Function: SpryPoint represents and warrants that, during the Term, the Service will perform materially in accordance with the Documentation. b) Intellectual Property Rights: SpryPoint represents and warrants that it owns the Service and has the power and authority to grant the rights in this Agreement without the further consent of any third party. c) Malicious Code: SpryPoint represents and warrants that to the best of its knowledge, the Service does not contain any Malicious code. SpryPoint further warrants that it will not knowingly introduce any Malicious Code into the Service. 6.2 From Both Parties. Each party represents and warrants that it has the full right and authority to enter into, execute, and perform its obligations under this Agreement and that no pending or threatened claim or litigation know to it would have a material adverse impact on its ability to perform as required hereunder. 6.3 Warranty Remedies. In the event of a breach of the warranty as set forth in Section 6.1, or upon the discovery of Malicious Code in the Service, (a) SpryPoint shall correct the non-conforming Service at no additional charge to Client or(b) in the event SpryPoint is unable to correct such deficiencies after good- faith efforts, SpryPoint shall refund Client amounts paid that are attributable to the defective Service from the date SpryPoint received such notice through the date of remedy, if any. At no time shall the refund exceed the subscription fees actually paid by Client in consideration for SpryPoint's service delivery during the immediately preceding twelve (12) month period for the Service. 6.4 Warranty Disclaimer. EXCEPT FOR THE EXPRESS WARRANTIES OUTLINED IN SECTION 6.1 AND 6.2 ABOVE, SPRYPOINT MAKES NO WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, AND SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE SERVICE AND/OR RELATED DOCUMENTATION. SPRYPOINT DOES NOT WARRANT THAT THE SERVICE WILL PERFORM WITHOUT ERROR OR THAT IT WILL RUN WITHOUT IMMATERIAL INTERRUPTION. THE LIMITED WARRANTIES PROVIDED HEREIN ARE THE SOLE AND EXCLUSIVE WARRANTIES PROVIDED TO CLIENT IN CONNECTION WITH THE PROVISION OF THE SERVICE. 7. Indemnification 7.1 Indemnification. SpryPoint shall protect, defend, hold harmless and indemnify Client harmless against any loss,damage or costs in connection with claims,demands,suits or proceedings("Indemnified Claims)" made or brought against Client alleging that the use of the Service infringes any third party's Intellectual Property Rights; provided, however,that Client;(a) promptly gives written notice of the Claim to SpryPoint; (b) gives SpryPoint sole control of the defense and settlement of the Claim; and (c) provides to SpryPoint, at SpryPoint's cost,all reasonable assistance.SpryPoint's obligations set forth in this Section do not apply to the extent that an Indemnified Claim arises out of: (a) Client's breach of this Agreement; (b) revisions to the Service made without SpryPoint's written consent; (c) Client's failure to incorporate Upgrades that would have avoided the alleged infringement; (d) Modification of the Service by Client, its Employees, or Authorized Parties in conflict with Client's obligations (e) Unauthorized use of the service by third parties; or(f) use of the Service in a manner inconsistent with the Documentation. Furthermore,the obligation to indemnify shall not apply if such liability is ultimately adjudicated to have arisen through the sole active negligence or sole willful misconduct of Client. If Client is enjoined from using the Service or SpryPoint reasonably believes it will be enjoined,SpryPoint shall have the right at its sole option,to obtain for Client the right to continue use of the Service or to replace or modify the Service so that it is no longer infringing. If neither of the foregoing options is reasonably available to SpryPoint, then use of the Service may be SpryPaint terminated at either party's option and SpryPoint's sole liability shall be to refund any prepaid fees for the Service that were to be provided after the effective date of termination. S. Limitation of Liability 8.1 Liability Cap. SpryPoint's liability arising out of or related to this Agreement shall in no event exceed the Subscription Fees paid by Client within the twelve (12) months preceding the claim. 8.2 Clarifications & Disclaimer. TO THE MAXIMUM EXTENT PERMITTED BY LAW AND EXCEPT WITH RESPECT TO EITHER PARTY'S INDEMNIFICATION OBLIGATIONS, RECKLESS MISCONDUCT, GROSS NEGLIGENCE, WILLFUL MISCONDUCT AND/OR FRAUD, IN NO EVENT SHALL EITHER PARTY'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT,WHETHER IN CONTRACT, TORT OR OTHERWISE, EXCEED THE SUBSCRIPTION FEES ACTUALLY PAID BY CLIENT IN CONSIDERATION FOR SPRYPOINT'S SERVICE DELIVERY DURING THE IMMEDIATELY PRECEDING TWELVE (12) MONTH PERIOD FOR THE SERVICE FROM WHICH THE CLAIM AROSE. FOR THE AVOIDANCE OF DOUBT, SPRYPOINT'S LIABILITY LIMITS APPLY TO SPRYPOINT'S AFFILIATES, PROVIDERS,AGENTS, SPONSORS, DIRECTORS, OFFICERS, EMPLOYEES, CONSULTANTS AND OTHER REPRESENTATIVES. 8.3 Exclusion of Damages. EXCEPT WITH RESPECT TO AMOUNTS TO BE PAID BY EITHER PARTY PURSUANT TO A COURT AWARAD (OTHER THAN A DEFAULT JUDGMENT) OR SETTLEMENT AS WELL AS THE DEFENSE COSTS UNDER THE INDEMNIFICATION OBLIGATIONS NO MATTER HOW MUCH DAMAGES MAY BE CHARACTERIZED, IN NO EVENT SHALL EITHER PARTY HAVE ANY LIABILITY TO THE OTHER PARTY FOR ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, HOWEVER CAUSED, OR FOR ANY LOST PROFITS, LOSS OF US, COST OF DATA RECONSTRUCTION, COST OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, WHETHER IN CONTRACT, TORT OR OTHERWISE, ARISING OUT OF, OR IN ANY WAY CONNECTED WITH THE SERVICE, INCLUDING BUT NOT LIMITED TO THE USE OR INABILITY TO USE THE SERVICE, ANY INTERRUPTION, INACCURACY, ERROR OR OMISSION, EVEN IF THE PARTY FROM WHICH DAMAGES ARE BEING SOUGHT OR SUCH PARTY'S LICENSORS, OR SUBCONTRACTORS HAVE BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGES. CLIENT WILL NOT ASSERT THAT ITS PAYMENT OBLIGATIONS ARE EXCLUDED AS SPRYPOINT'S LOST PROFITS. 9. Term &Termination 9.1 Term of Agreement. The Term of this agreement commences on the Effective Date and will continue for one year. 9.2 Annual Renewal. The initial Term shall automatically renew for successive terms of one year unless either party provides the other written notice of termination at least(30)days prior to the expiration of the current term. 9.3 Annual Escalation. The annual Subscription Service Fee for the Service shall be subject to adjustment on each anniversary of the Effective Date at the higher of the following: a) in accordance with the change in the USA Consumer Price Index ("CPI") as published by the Government of the United States. The CPI will be determined based on the percentage increase in the CPI for the twelve (12) month period ending with the calendar month which is three (3) months prior to each anniversary of the Effective Date b) 5% per year. SpryPoint 9.4 Termination for Convenience. Client shall have the right to terminate this Agreement without cause or penalty, by giving not less than Thirty(30)days' prior written notice to SpryPoint. Upon termination, Client shall pay SpryPoint all fees due up to the time of termination. 9.5 Termination for Default. Either party may terminate this Agreement upon Thirty (30) days prior written notice in the event of a material breach by the other party if such breach remains uncured at the expiration of such notice period. 9.6 Termination for Non-Appropriation of Funds. Notwithstanding any other provision of this Agreement, if funds for the continued fulfillment of this Agreement are not forthcoming or are insufficient, through the failure of any entity to appropriate funds or otherwise, Client will have the right to terminate at no additional cost or penalty by giving Thirty(30) days written prior notice documenting the lack of funding. 9.7 Effect of Termination. Upon any termination of this Agreement, Client shall, as of the date of such termination, immediately cease accessing and otherwise utilizing the applicable Service. Termination for any reason shall not relive Client of the obligation to pay any fees accrued or due and payable to SpryPoint prior to the effective date of termination. 9.8 Access to Client Data. Upon written request by Client made prior to any expiration or termination of this Agreement, SpryPoint will make Client Data available to Client through the Service solely for purposes of Client retrieving Client Data for a period of up to sixty (60) days. After 60 days, SpryPoint will have no obligation to maintain or provide any Client data and shall thereafter, unless legally prohibited, delete all Client Data and will have no further obligation to make it available to Client. 10. Messaging. 10.1 Supplemental Messaging Terms. If Client elects to use SpryPoint's Alerts, Notifications, Communications, Campaigns & Messaging capabilities (Messaging Service") provided with the Service the following supplemental terms ("Messaging Terms") will apply. For avoidance of doubt, Messaging Terms apply to all SpryPoint applications within the service involving automated phone calls,pre-recorded messages,text messages, emails, in-app notifications and any other bulk communications. 10.2 Responsibility & Risk. Client shall be solely responsible for the content of any communications which Client initiates or authorizes in connection with the Messaging Services. SpryPoint shall have no responsibility or liability with respect to messages or communications initiated or authorized by Client. Client assumes all risks associated with use of the Messaging Service 10.3 Messaging Indemnity. Client shall hold harmless, defend and indemnify SpryPoint and its officers, directors, employees, contractors and representatives from and against all claims, damages, losses and expenses including without limitation any statutory damages, penalties and attorney's fees arising out of or relating to the Messaging Service or any breach by Client of the Agreement including without limitation, these Messaging Terms, except in the event of SpryPoint's willful misconduct. 10.4 Compliance. SpryPoint is limited to delivering the Messaging Service to the Client as part of the Service, accordingly, compliance with applicable laws is strictly Client's responsibility with respect to the Messaging Service notwithstanding any provision to the contrary. 11. Miscellaneous 11.1 Independent Contractor. SpryPoint and all persons(s) employed by or contracted with SpryPoint to furnish labor and/or materials under this Agreement are independent contractors and do not act as agent(S) or employee(s) of Client. SpryPoint has full rights to manage its employees in their performance SpryPoint of the Service under this agreement. This agreement does not create nor is it intended to create a partnership, franchise,joint venture, agency, fiduciary or employment relationship between the parties. There are no third-party beneficiaries to this Agreement. 11.2 Insurance. SpryPoint will maintain during the entire Term of this Agreement, at its own expense the insurance coverage as outlined in Attachment D. The policies shall name Client as an additional insured with respect to the provision of services provided under this agreement. 11.3 Governing Law. This Agreement shall be governed exclusively by the internal laws of the State of California. 11.4 Notices. All notices under this Agreement shall be in writing and shall be deemed to have been given upon the third business day after first class mailing. Notices to the Client shall be sent to: XXXXXXXXX Attention: XXXXXXXXX Notices to SpryPoint shall be sent to: Kyle Strang Managing Partner 45 Queen Street— Suite#401 Charlottetown, PE CIIA 4A4 11.5 Waiver. No failure or delay by either party in exercising any right under this agreement shall constitute a waiver of that right or any other right. Neither Client's review, acceptance nor payments for any of the Service or the Implementation Services shall be constructed to operate as a waiver of any rights under this agreement or of any cause of action arising out of the performance of this Agreement. 11.6 Force Majeure. In no event shall either party be responsible or liable for any failure or delay in the performance of its obligations hereunder arising out of or caused by, directly or indirectly,forces beyond its control, including, without limitation, strikes, work stoppages, accidents, acts of war or terrorism, civil or military disturbances, nuclear or natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services; it being understood that SpryPoint shall use reasonable efforts which are consistent with accepted software industry practices to resume performance as soon as practicable under the circumstances. Dates by which performance obligations are scheduled to be met will be extended for a period of time equal to the time lost due to any delay so caused. 11.7 Conflicts of Interest. SpryPoint certifies that to the best of its knowledge, no Client officer, employee or authorized representative has any financial interest in the business of SpryPoint and that no person associated with SpryPoint r has any interest, direct or indirect, which could conflict with the faithful performance of this Agreement. 11.8 Fair Employment. SpryPoint shall not discriminate against any employee or applicant for employment because of race, sex, color, religion, religious creed, national origin, ancestry, age, gender, marital status, physical disability, mental disability, medical condition, genetic information, sexual orientation, gender SpryPoint expression, gender identity, military and veteran status,or ethnic background, in violation of federal,state or local law. 11.9 Time. Time is of the essence in the performance of this Agreement. 11.10 Assignment. Neither Party may may assign this Agreement or any of its rights or obligations hereunder without the prior written consent of the other party (which consent shall not be unreasonably withheld). Except to the extent forbidden herein,this Agreement will be binding upon and inure to the benefit of the parties' respective successors and assigns. Notwithstanding the foregoing, either party may assign this Agreement in its entirety without consent of the other party in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets so long as the assignee agrees to be bound by all of the terms of this Agreement and all past due fees are paid in full. In no event shall Client have the right to assign this Agreement to a direct Competitor of SpryPoint. Any attempt by a party to assign its rights or obligations under this Agreement other than as permitted by this section shall be void and of no effect. Subject to the foregoing, this Agreement shall bind and inure to the benefit of the parties,their respective successors and permitted assigns. 11.11 Severability.To the extent permitted by the law,the parties waive any provision of law that would render any clause of this Agreement invalid or unenforceable. In the even that a provision herein is held to be invalid or unenforceable,such provision will be interpreted to fulfills its intended purpose to the maximum extent permitted by the law, and the remaining provisions of this Agreement will continue in full force and effect. 11.12 Publicity. Except as set forth herein, SpryPoint shall not use Client's name, logos, or trademarks in any written press releases, advertisements and/or marketing materials without the prior consent of Client, SpryPoint is authorized to use Client's name and logo in lists of Clients and on its website, however,such usage shall not be classified as an advertisement but only identification as an entity who receives the Service from SpryPoint. 11.13 Piggyback. It is understood and agreed by Client and SpryPoint that any governmental entity may purchase the services specified herein in accordance with the prices, terms, and conditions of this agreement. It is also understood and agreed that each local entity will establish its own contract with SpryPoint, be invoiced therefrom and make its own payments to SpryPoint in accordance with the terms of the contract established between the new governmental entity and SpryPoint. It is also hereby mutually understood and agreed that Client is not a legally bound party to any contractual agreement made between SpryPoint and any entity other than Customer. 11.14 Amendment. This Agreement may only be amended in writing by authorized representatives of each pa rty. 11.15 Execution in Counterparts: This Agreement may be executed in one or more counterparts. Each counterpart will be an original, but all such counterparts will constitute a single instrument. SpryPointClient Name SpryPioint Signature: Signature: Name: Name: Ryan Cawley Title: Title: Managing Partner Date Signed: Date Signed: