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<br />City of San Leandro, CA Page 4 of 4 <br />1214-14A2C 0514 ESRI 10.2 Upgrade <br />EXHIBIT B <br />ADDITIONAL SUPPORT SERVICES AND FEES <br /> <br /> <br />1. Inventory <br />(a) Supports one (1) Application Server <br />(b) 65 Mobile Clients <br />(c) 20 CAD Clients <br /> <br />2. Service Fees and Travel Costs <br /> <br />Support services for ESRI 10.2 include: <br />(a) ESRI Component Upgrade to 10.2 (See attached SOW.) <br />(b) Implementation Plan <br />(c) Up to three days of remote Aegis 11 upgrade assistance <br />(d) Test and Production environments (requires downtime) <br /> <br />The upgrade support services are typically performed remotely from New World national headquarters in <br />Troy, Michigan but may be provided at Customer’s premises. Customer agrees to reimburse New <br />World for support trips canceled by Customer less than ten (10) days before the scheduled start date to <br />cover New World’s out of pocket costs and lost revenues. <br /> <br />Additional support services provided by New World outside the scope of this Agreement will be <br />provided at the Customer’s daily rate in effect at that time, currently $1,320 per day. <br /> <br />2. Hardware Quality Assurance Service <br /> <br />New World shall provide Hardware Systems Assurance of Customer’s Aegis/MSP server(s). These <br />services do not include hardware and/or third party product costs which shall be Customer’s <br />responsibility, if required. Whenever possible, these services will be provided remotely, resulting in <br />savings in travel expenses and time. If on-site installation is required, Customer will be responsible for <br />the actual travel expenses and time. <br /> <br />a) Hardware Quality Assurance Services (Standard Environment): <br /> <br />Hardware Systems Assurance and Software Installation: <br />- Assist with High Level System Design/Layout <br />- Validate Hardware Configuration and System Specifications <br />- Validate Network Requirements, including Windows Domain <br />- Physical Installation of New World Application Servers <br />- Install Operating System and Apply Updates <br />- Support SQL Server and Apply Updates <br />- Support New World Applications Software and Apply Updates <br />- Establish Base SQL Database Structure <br />- Install Anti-Virus Software and Configure Exclusions <br />- Install Automated Backup Software and Configure Backup Routines <br />- Configure System for Electronic Customer Support (i.e. NetMeeting) <br />- Tune System Performance Including Operating System and SQL Resources <br />- Test High Availability/Disaster Recovery Scenarios (if applicable) <br />- Provide Basic System Administrator Training and Knowledge Transfer <br />- Document Installation Process and System Configuration <br />