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CM-2016-1057 - 3/11/2016CITY OF ROUND ROCK AGREEMENT FOR SOFTWARE LICENSE AND SERVICES AGREEMENT WITH COMPRISE TECHNOLOGIES, INC. THE STATE OF TEXAS § CITY OF ROUND ROCK § COUNTY OF WILLIAMSON § COUNTY OF TRAVIS § KNOW ALL BY THESE PRESENTS: THAT THIS AGREEMENT for the purchase of a software license and related services for a revenue management system for t iA—ilay y's library (referred erein,as the "Agreement"), is made and entered into on this the W of the month of -y,2016 by and between the CITY OF ROUND ROCK, a Texas home -rule municipality, whose offices are located at 221 East Main Street, Round Rock, Texas 78664-5299 (referred to herein as the "City"), and COMPRISE TECHNOLOGIES, INC., whose offices are located at 1401 Route 36 West, P.O. Box 425, Navesink, New Jersey 07752 (referred to herein as "Vendor"). RECITALS: WHEREAS, City desires to obtain the right to use Vendor's proprietary software and related services for its library revenue management system, and City desires to procure same from Vendor; and WHEREAS, Vendor agrees to provide City with use of its proprietary revenue management system software; and WHEREAS, the parties desire to enter into this Agreement to set forth in writing their respective rights, duties, and obligations; NOW, THEREFORE, WITNESSETH: That for and in consideration of the mutual promises contained herein and other good and valuable consideration, the sufficiency and receipt of which are hereby acknowledged, it is mutually agreed between the parties as follows: 00351317/ss2 1.01 DEFINITIONS A. Agreement means the binding legal contract between City and Vendor whereby City is obligated to buy specified goods and Vendor is obligated to sell and install same. The Agreement includes all of the attached exhibits. B. City means the City of Round Rock, Williamson and Travis Counties, Texas. C. Effective Date means the date upon which the binding signatures of both parties to this Agreement are affixed. D. Force Majeure means acts of God, strikes, lockouts, or other industrial disturbances, acts of the public enemy, orders of any kind from the government of the United States or the State of Texas or any civil or military authority, insurrections, riots, epidemics, landslides, lightning, earthquakes, fires, hurricanes, storms, floods, restraint of the government and the people, civil disturbances, explosions, or other causes not reasonably within the control of the party claiming such inability. E. Product means the items set forth in Exhibit "A" and Exhibit `B" attached hereto and incorporated herein. F. Services mean work performed to meet a demand or effort by Vendor to comply with promised delivery dates, specifications, and technical assistance specified. 2.01 EFFECTIVE DATE, TERM, ALLOWABLE RENEWALS, PRICES FIRM A. This Agreement shall be effective on the date this Agreement has been signed by each party hereto, and shall remain in full force and effect unless and until it expires by operation of the term indicated herein, or is terminated or extended as provided herein. B. The term of this Agreement shall be for five (5) years from the date the Agreement is executed. C. Prices shall be firm for the duration of this Agreement. No separate line item charges shall be permitted for invoicing purposes, including but not limited to equipment rental, demurrage, costs associated with obtaining permits, or any other extraneous charges. D. City reserves the right to review the relationship with Vendor at any time, and may elect to terminate this Agreement with or without cause or may elect to continue. 3.01 CONTRACT DOCUMENTS AND EXHIBITS The terms of this Agreement in addition to the following Exhibits, all attached and incorporated herein by reference, collectively comprise the Contract Documents: 2 Exhibit "A": Deliverables, Cost and Payment Exhibit "B": Product Functions and Components Exhibit "C": Site Preparation Form and Completed Project Reports Exhibit "D": Installation, Training, Support, Maintenance and Repair/Replacement Exhibit "E": Sales Tax Applicability Documentation (Not Applicable to City) Exhibit "F": Payment Card Industry Data Security Amendment Exhibit "G": Additional Product Endorsement 4.01 SCOPE OF WORK A. Vendor shall satisfactorily provide the Product described in Exhibit "A" attached hereto and incorporated herein within thirty (30) calendar days after the execution of the Agreement. B. At City's option and expense, the Product may be installed by Vendor. Installation of the Product shall occur between normal business hours unless otherwise requested by City. If Vendor is to install the Product, City agrees to designate an authorized representative to sign a Site Preparation Form attached as and incorporate herein, when the location is ready and Completed Project Report when the mutually acceptable functionality is reasonably available for City's use, said documents attached as Exhibit "C" hereto and incorporated herein. C. This Agreement shall evidence the entire understanding and agreement between the parties and shall supersede any prior proposals, correspondence or discussions. D. Vendor shall satisfactorily provide all deliverables and services within the contract term specified. A change in the Scope of Services must be negotiated and agreed to in all relevant details, and must be embodied in a valid Supplemental Agreement as described herein. 5.01 PRODUCT ACCEPTANCE A. Vendor's Product shall perform satisfactorily without any "Critical" failures as defined in the Support Section of Exhibit "D," said document attached hereto and incorporated herein, for a period of thirty (30) calendar days under normal operation and intended use. B. In the event of failure prior to acceptance, City shall provide Vendor with a total of thirty (30) calendar days to resolve problems and restore the Product functions as defined in this Agreement. If the failure cannot be resolved within the time period, City can return the Product and Vendor shall refund any payments toward the purchase price as set forth in Exhibit "A" within thirty (30) calendar days to City. C. Vendor shall not be liable or responsible nor be in default of this Agreement for any local, regional, or global problems with the communications network, nor Force Majeure, nor by damage cause by negligent use by City, City's employees, or City's agents. 6.01 GRANT OF LICENSE City is granted a non-exclusive, non -transferable end user license to use Vendor's Product in the normal courses of City's business. City is authorized to make copies of the software and any associated documentation provided Vendor so that City has sufficient copies to support its' use of the Product. Such use is restricted to City's facilities or the facilities provided to City by Vendor. 7.01 OWNERSHIP The license gives City limited rights to use the Product. Vendor retains title to the Product software, source code, documentation, manuals, artwork and all copied thereof, all of which are protected by United States copyright laws, international treaty provisions, the Uniform Commercial and any other applicable laws. All rights not specifically granted in this Agreement, including Federal and International Copyrights, are reserved by Vendor. City acknowledges that nothing in this Agreement shall give it any right, title or interest in the Product, other than the license rights granted herein. 8.01 CONTRACT AMOUNT In consideration for the deliverables and services related to the deliverables, City agrees to pay Vendor: A. An initial payment of Seventeen Thousand Four Hundred Seventy -Nine and No/100 Dollars ($17,479.00) shall be due upon delivery of the Product; and B. An annual renewal payment for license, maintenance and support in the amount of Three Thousand Two Hundred Seventy -Four and No/100 Dollars ($3,274.00). The first annual renewal payment and each renewal payment thereafter for the term of this Agreement shall be due on the yearly anniversary of the date the Completed Project Report is signed by City. In the event there is not a Completed Project Report signed by City, than the date of Vendor's final invoice for the initial payment, as described in Paragraph A. above, shall document the date of project completion for the purpose of renewal payments. 9.01 INVOICES All invoices shall include, at a minimum, the following information: A. Name and address of Vendor; 4 B. Purchase Order Number; C. Description and quantity of items received or services provided; and D. Delivery or perfonnance dates. 10.01 NON -APPROPRIATION AND FISCAL FUNDING This Agreement is a commitment of City's current revenues only. It is understood and agreed that City shall have the right to terminate this Agreement at the end of any City fiscal year if the governing body of City does not appropriate funds sufficient to purchase the services as determined by City's budget for the fiscal year in question. City may effect such termination by giving Vendor a written notice of termination at the end of its then current fiscal year. 11.01 PROMPT PAYMENT POLICY In accordance with Chapter 2251, V.T.C.A., Texas Government Code, payment to Vendor will be made within thirty (30) days of the day on which City receives the performance, supplies, materials, equipment, and/or deliverables, or within thirty (30) days of the day on which the perfonnance of services was complete, or within thirty (30) days of the day on which City receives a correct invoice for the performance and/or deliverables or services, whichever is later. Vendor may charge interest on an overdue payment at the "rate in effect" on September 1 of the fiscal year in which the payment becomes overdue, in accordance with V.T.C.A., Texas Government Code, Section 2251.025(b); however, this Policy does not apply to payments made by City in the event: A. There is a bona fide dispute between City and Vendor, a contractor, subcontractor or supplier about the goods delivered or the service performed that cause the payment to be late; or B. The terns of a federal contract, grant, regulation, or statute prevent City from making a timely payment with federal funds; or C. There is a bona fide dispute between Vendor and a subcontractor or between a subcontractor and its supplier about the goods delivered or the service performed that causes the payment to be late; or D. Invoices are not mailed to City in strict accordance with instructions, if any, on the purchase order or the Agreement or other such contractual agreement. 12.01 GRATUITIES AND BRIBES City may, by written notice to Vendor, cancel this Agreement without liability to Vendor if it is determined by City that gratuities or bribes in the form of entertainment, gifts, or otherwise were offered or given by Vendor or its agents or representatives to any City officer, employee or elected representative with respect to the performance of this Agreement. In addition, Vendor may be subject to penalties stated in Title 8 of the Texas Penal Code. 13.01 TAXES City is exempt from Federal Excise and State Sales Tax; therefore, tax shall not be included in Vendor's charges. 14.01 ORDERS PLACED WITH ALTERNATE SERVICES PROVIDERS If Vendor cannot provide the goods as specified, City reserves the right and option to obtain the products from another supplier or suppliers. 15.01 CITY'S REPRESENTATIVE City hereby designates the following representative authorized to act in its behalf with regard to this Agreement: Michelle Cervantes Library Director 216 East Main Street Round Rock, Texas 78664 (512) 218-7010 16.01 INSURANCE Vendor shall meet all City of Round Rock Insurance Requirements as set forth at: http://www.roundrocktexas.gov/wp-content/uploads/2014/12/corr insurance 07.20112.pdf. 17.01 RIGHT TO ASSURANCE Whenever either party to this Agreement, in good faith, has reason to question the other party's intent to perform hereunder, then demand may be made to the other party for written assurance of the intent to perform. In the event that no written assurance is given within the reasonable time specified when demand is made, then and in that event the demanding party may treat such failure as an anticipatory repudiation of this Agreement. 18.01 DEFAULT If Vendor abandons or defaults under this Agreement and is a cause of City purchasing the specified goods elsewhere, Vendor agrees that it may be charged the difference in cost, if any, and that it will not be considered in the re -advertisement of the service and that it may not be 6 considered in future bids for the same type of work unless the scope of work is significantly changed. Vendor shall be declared in default of this Agreement if it does any of the following: A. Fails to fully, timely and faithfully perform any of its material obligations under this Agreement; B. Fails to provide adequate assurance of performance under the "Right to Assurance" section herein; or C. Becomes insolvent or seeks relief under the bankruptcy laws of the United States. 19.01 TERMINATION AND SUSPENSION A. City has the right to terminate this Agreement, in whole or in part, for convenience and without cause, at any time upon thirty (30) days' written notice to Vendor. B. In the event of any default by Vendor, City has the right to terminate this Agreement for cause, upon ten (10) days' written notice to Vendor. C. Vendor has the right to terminate this Agreement only for cause, that being in the event of a material and substantial breach by City, or by mutual agreement to terminate evidenced in writing by and between the parties. D. In the event City terminates under subsections (A) or (B) of this section, the following shall apply: Upon City's delivery of the referenced notice to Vendor, Vendor shall discontinue all services in connection with the performance of this Agreement and shall proceed to cancel promptly all existing orders and contracts insofar as such orders and contracts are chargeable to this Agreement. Within thirty (30) days after such notice of termination, Vendor shall submit a statement showing in detail the goods and/or services satisfactorily performed under this Agreement to the date of termination. City shall then pay Vendor that portion of the charges, if undisputed. The parties agree that Vendor is not entitled to compensation for services it would have performed under the remaining term of the Agreement except as provided herein. E. Upon termination of this Agreement, all license rights hereunder will terminate and Licensee will immediately cease use of the Product and return all copies of the Product in the possession of, or under control of City. 20.01 RESTRICTIONS ON CITY'S PRODUCT USE A. City shall not make or distribute copies of the Product except as provided under this Agreement. 7 B. City shall not de -compile, reverse engineer, disassemble, or otherwise reduce the Product to human -perceivable form. C. City shall not access, request delivery of or use the software source code except as may be provided under separate Source Code Agreement. D. City shall not modify, rent, lease, lend, transfer, sell, distribute, assign the rights to, or create derivative works of the Product or any part thereof. E. City shall notify its employees and/or agents who may have access to the Product of the restrictions contained in this Agreement and make every reasonable effort to ensure their compliance with these restrictions. F. City shall not, nor shall it knowingly permit, others to use the Product: (a) For any unlawful, immoral, harmful, fraudulent, or obscene purpose; (b) To send any virus or harmful code to any third party; (c) To attempt to break into or violate the security of any computer file, database, or network, or violate another person's privacy or access, alter, steal, corrupt, or destroy any data,; (d) To alter, tamper with, repair, circumvent any aspect of the Product; (e) To make unauthorized representations or claims regarding the Product. G. In the event that City, or an third party through City, directly or indirectly, inadvertently, negligently or otherwise, violated any of the prohibitions herein, Vendor shall 21.01 LIMITED WARRANTIES Vendor warrants to City that during the term of this Agreement, the Product will conform to its documentation when used in compliance with such documentation, and will be free from defects in materials and workmanship under normal use. If City discovers a warranty claim hereunder, Vendor will correct the problem within thirty (30) calendar days of receiving written notice of the claim from City. Other than the limited warranty set forth herein, Vendor hereby specifically disclaims all other warranties, express, implied or statutory, including without limitation, any warranty of fitness for a particular purpose, merchantability, title, noninfringement or any warranty arising out of custom, course of performance or trade. Furthermore, City acknowledges that is has relied on no other warranties and that none have been made by Vendor, its suppliers or authorized solution providers. 8 22.0 LIMITATION OF DAMAGES To the maximum extent permitted by law, in no event will Vendor or any else involved in the creation, production, delivery or licensing of the Product be liable to City for any incidental, indirect, special or consequential damages or loss (including, without limitation, damages for loss of business, loss of profits, business interruption, loss of business information, or other pecuniary loss) based on breach of Agreement, tort (including negligence), product liability, or otherwise, arising out of the use of inability to use the Product, whether or not the possibility of such damage was known to Vendor. In any event, Vendor's aggregate liability in connection with this Agreement shall not exceed the amount paid by City to Vendor in the last twelve (12) month period preceding any notice of claim by City. 23.01 INDEMNIFICATION A. To the extent permitted by law, City shall defend (at the option of Vendor) indemnify, and hold harmless Vendor, its directors, officers, employees and agents harmless from and any and all losses, liabilities, judgments, awards and costs (including reasonable legal fees and expenses) arising from or relating to any breach or default of City's obligations under this Agreement or arising from any negligent act or omission or willful misconduct by City, its successors, assigns, officers, employees and elected officials B. Vendor shall defend (at the option of City), indemnify, and hold harmless City, its successors, harmless from any and all losses, liabilities, judgments, awards and costs (including reasonable attorneys' fees) arising from or relating to (a) any breach or default of Vendor's obligations under this Agreement; (b) any negligent act or omission or willful misconduct by Vendor, its employees, agents, invitees or licensees; or (c) any claim that Vendor's use or possession of the Product infringes or violates U.S. copyright, U.S. trade secret or other U.S. proprietary right of any third party; provided, that Vendor will not be required to indemnify City for (i) liability created by Vendor's modifications or changes to the Product from those specifications listed in the attached Exhibits and (ii) for City's failure to use the Product as described in the Exhibits or to implement a solution provided by Vendor. against all suits, actions, legal proceedings, claims, demands, damages, costs, expenses, attorney's fees, and any and all other costs or fees arising out of, or incident to, concerning or resulting from the fault of Vendor, or Vendor's agents, employees or subcontractors, in the performance of Vendor's obligations under this Agreement, no matter how, or to whom, such loss may occur. Nothing herein shall be deemed to limit the rights of City or Vendor (including, but not limited to the right to seek contribution) against any third party who may be liable for an indemnified claim. 24.01 CONFIDENTIALITY Each party agrees that it will not disclose to any third party or unauthorized personnel any information concerning the customers, trade secrets, methods, processes, procedures or any other confidential, financial or business information of the other party which it learns during the course 9 of its performance of this Agreement, without the prior consent of the other party unless such disclosure is required by law. The parties recognize and understand that City is subject to the Texas Public Information Act and its duties run in accordance therewith. 25.01 COMPLIANCE WITH LAWS, CHARTER AND ORDINANCES A. Vendor, its agents, employees and subcontractors shall use best efforts to comply with all applicable federal and state laws, the Charter and Ordinances of the City of Round Rock, as amended, and with all applicable rules and regulations promulgated by local, state and national boards, bureaus and agencies. B. Services Provider acknowledges and understands that City has adopted a Storm Water Management Program (SWMP) and an Illicit Discharge Ordinance, Sections 14-139 through 14-152 of the City's Code of Ordinances, to manage the quality of the discharges from its Municipal Separate Storm Sewer System (MS4) and to be in compliance with the requirements of the Texas Commission on Environmental Quality (TCEQ) and the Texas Pollutant Discharge Elimination System (TPDES). The Services Provider agrees to perform all operations on City -owned facilities in compliance with the City's Illicit Discharge Ordinance to minimize the release of pollutants into the MS4. The Services Provider agrees to comply with of the City's storrnwater control measures, good housekeeping practices and any facility specific stormwater management operating procedures specific to a certain City facility. In addition, the Services Provider agrees to comply with any applicable TCEQ Total Maximum Daily Load (TMDL) Requirements and/or I -Plan requirements. 26.01 ASSIGNMENT AND DELEGATION The parties each hereby bind themselves, their successors, assigns and legal representatives to each other with respect to the terms of this Agreement. Neither party shall assign, sublet or transfer any interest in this Agreement without prior written authorization of the other party. 27.01 NOTICES All notices and other communications in connection with this Agreement shall be in writing and shall be considered given as follows: 1. When delivered personally to the recipient's address as stated in this Agreement; or 2. Three (3) days after being deposited in the United States mail, with postage prepaid to the recipient's address as stated in this Agreement. 10 Notice to Vendor: Comprise Technologies 1041 Route 36 West P.O. Box 425 Navesink, New Jersey 07752 Notice to City: City Manager 221 East Main Street Round Rock, TX 78664 Stephan L. Sheets, City Attorney AND TO: 309 East Main Street Round Rock, TX 78664 Nothing contained herein shall be construed to restrict the transmission of routine communications between representatives of City and Vendor. 28.01 APPLICABLE LAW; ENFORCEMENT AND VENUE This Agreement shall be enforceable in Round Rock, Texas, and if legal action is necessary by either party with respect to the enforcement of any or all of the terms or conditions herein, exclusive venue for same shall lie in Williamson County, Texas. This Agreement shall be governed by and construed in accordance with the laws and court decisions of the State of Texas. 29.01 EXCLUSIVE AGREEMENT This document, and all appended documents, constitutes the entire Agreement between Vendor and City. This Agreement may only be amended or supplemented by mutual agreement of the parties hereto in writing, duly authorized by action of the City Manager or City Council. 30.01 DISPUTE RESOLUTION City and Vendor hereby expressly agree that no claims or disputes between the parties arising out of or relating to this Agreement or a breach thereof shall be decided by any arbitration proceeding, including without limitation, any proceeding under the Federal Arbitration Act (9 USC Section 1-14) or any applicable state arbitration statute. 31.01 SEVERABILITY The invalidity, illegality, or unenforceability of any provision of this Agreement or the occurrence of any event rendering any portion or provision of this Agreement void shall in no way affect the validity or enforceability of any other portion or provision of this Agreement. Any void provision shall be deemed severed from this Agreement, and the balance of this Agreement shall be construed and enforced as if this Agreement did not contain the particular portion or 11 provision held to be void. The parties further agree to amend this Agreement to replace any stricken provision with a valid provision that comes as close as possible to the intent of the stricken provision. The provisions of this section shall not prevent this entire Agreement from being void should a provision which is of the essence of this Agreement be determined void. 32.01 MISCELLANEOUS PROVISIONS Standard of Care. Vendor represents that it employs trained, experienced and competent persons to perform all of the services, responsibilities and duties specified herein and that such services, responsibilities and duties shall be performed in a manner according to generally accepted industry practices. Time is of the Essence. Vendor understands and agrees that time is of the essence and that any failure of Vendor to fulfill obligations for each portion of this Agreement within the agreed timeframes will constitute a material breach of this Agreement. Vendor shall be fully responsible for its delays or for failures to use best efforts in accordance with the terms of this Agreement. Where damage is caused to City due to Vendor's failure to perform in these circumstances, City may pursue any remedy available without waiver of any of City's additional legal rights or remedies. Force Majeure. Neither City nor Vendor shall be deemed in violation of this Agreement if it is prevented from performing any of its obligations hereunder by reasons for which it is not responsible as defined herein. However, notice of such impediment or delay in performance must be timely given and all reasonable efforts undertaken to mitigate its effects. Multiple Counterparts. This Agreement may be executed in multiple counterparts, any one of which shall be considered an original of this document; and all of which, when taken together, shall constitute one and the same instrument. [Signatures appear on the following page.] 12 IN WITNESS WHEREOF, City and Vendor have executed this Agreement on the dates indicated. City of and Rock, Texas By: Printed Name: W/CC/ 10' Title: C4LU /y1 c/-L"X-1-_ Date Signed: 3'//-(�- `J Sara L. White, Cit� CYerk For 4Stephan roved as to FoAin: By: eets, City Attorney 13 Comprysq Technologies, Inc. By: Printed Title: i2fi!&1billy Date Signed: 9-1e-1 � EXHIBIT A DELIVERABLES, COST AND PAYMENT Deliverables: Comprise is to deliver the PRODUCT(S) to Licensee as more fully described on the attached Comprise Proposal(s). Payment Due Date: Terms are Hardware 50% on order and balance on shipment; Software on Install Payment Amount: $17,479 Product Initial Cost Renewal Proposal # Smart Money Manager $8,829 $1,555 12842.5 & Smart Terminal Payment System Smart Pay $8,650 $1,719 12842.5 Total $17,479 .$3,274 Annual Renewal Due Date: One (1) year from the date that the Completed Project Report is signed by Licensee. Annual Renewal Amount: $3,274 If the Annual Renewal Amount includes third party warranty payments, such Renewal Amount is subject to dollar -for -dollar adjustment to reflect increases/decreases in the actual amount(s) charged by third party vendors. (Attach Comprise Proposals) Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 6 12/17/2015 12/11/2015 Comprise - Order Information: Comprise Representative: Tim Whisenant 43-RS0001 1 Email: TimW(a)comprisetechnolooies.com Round Rock Public Library Phone: 512-551-8301 216 E. Main Street 43-S0002 Round Rock, TX, 78664 For: Smart Money Manager for Counter Transactions in Library Rhonda Kuiper # of Sites: 1 512-218-3283 # of Client PCs: 3 rkuiper(cDroundrocktexas.00v PCs/License: - Smart Money Manager & Smart Terminal Payment System Number: 12842.5 Price List: DIR.v20.9.7 Server Access License 43-S0001 43-RS0001 1 690 690 138 Client Licenses 43-S0002 43-RS0002 3 475 1,425 285 ILS Payment License (SIP 37/38 or =): Horizon 43-S0007 43-RS0003 Waived 1,800 - - Payment Card Server License 43-S0004 43-RS0004 Included Included Included n/a Payment Card Terminal License 43-S0005 43-RS0005 Included Included Included n/a Merchant Account License 43-S0006 43-RS0006 - SmartPav SmartPav SmartPav Cash Drawer w/ printer cable 43-H0006 n/a 3 175 525 n/a Smart Terminal Payment System 43-H0010 n/a 3 1,490 4,470 1,132 Hardware Sub -total 4.995 1.132 Server Setup 43-P0001 n/a 1 910 910 n/a Terminal Setup 43-P0002 n/a 1 325 325 n/a ILS Function Setup & Test: Horizon 43-P0007 n/a Waived 910 - n/a Payment Card Server Setup & Training 43-P0004 n/a 1 325 325 n/a Merchant Account Setup (Concurrent) 43-P0006 n/a Waived 910/325 - n/a Remote Services Sub -total 1.560 - .. - ....- 1110 - - - 1110 Smart Terminal 43-F0010 n/a 3 35 105 n/a Hardware, Other 43-F0099 n/a 3 18 54 n/a All -In -One Point of Sale Stations 43-H0009 n/a - - - n/a Item not available 0 n/a - - - - - Each additional client will be charged pro -rata. - Physical installation of hardware (if any) is the responsibility of the library. -12 Month Support is included in the initial order; pro -rated to present renewal date for current customers. - Payment terms; Software due upon install, hardware 50% due upon order, 50% due upon proof of shipment - Proposal is valid for 90 days. - Library is responsible for Bank and Processor charges. Comprise," Order Information: Round Rock Public Library 216 E. Main Street Round Rock, TX, 78664 Rhonda Kuiper 512-218-3283 rkuipe r(c?round rocktexa s.o ov Smart Pay Description: Round Rock Public Library Local Server License, Circulation: <I mm Web Site Licenses ILS Payment License (SIP 37/38 or=): Horizon Payment Card Server License Payment Card Terminal License Merchant Account License Software Sub -total 12/11/2015 Comprise Representative: Tim Whisenant Email: TimWna.comprisetechnologies.com Phone: 512-551-8301 For: SmartPAY for Online Transactions # of Agencies: # of Sites: # of web site licenses: Proposal Number: 12842.5 Price List: DIR.v20.9.7 ILS Function Setup & Test: Horizon 63-P0007 P • - 63-S0001 0 1 Per Circulation 4,020.00 804.00 63-S0002 0 1 600.00 600.00 120.00 63-S0007 0 Waived 1,800.00 - - 63-SO064 0 Waived 1,375.00 - - 63-S0005 0 1 225.00 225.00 45.00 63-S0006 0 1 750.00 750.00 750.00 ILS Function Setup & Test: Horizon 63-P0007 0 Waived 910.00 - n/a Server Setup: Local 63-P0001 0 2 910.00 1,820.00 n/a Web Site Setup 63-P0002 0 1 325.00 325.00 n/a Payment Card Server Setup & Training: Local 63-P0004 0 Waived 325.00 - n/a Merchant Account Setup (Concurrent) 63-P0006 0 1 910.00 910.00 n/a Remote Services Sub -total 3,055.00 - - Each additional client will be charged pro -rata. - Physical installation of hardware (if any) is the responsibility of the library. - 12 Month Support is included in the initial order; pro -rated to present renewal date for current customers. - Payment terms; Software due upon install, hardware 50% due upon order, 50% due upon proof of shipment - Proposal is valid for 90 days. - Library is responsible for Bank and Processor charoes. EXHIBIT B PRODUCT FUNCTIONS AND COMPONENTS Product: Smart Pay Smart Money Manager Smart Terminals PRODUCT shall be defined as a product capable of performing the functions and consisting of the components on the literature scheduled below and on the attached Cost Proposal, all of which shall be provided by Comprise unless otherwise specified. Literature Title Smart Money Manager Overview Smart Terminal Overview Smart Pay Overview Licensee acknowledges and agrees that any function of Product that is dependent upon communication with, or information from, any other product will function only to the extent consistent with such communication or information. Payment Card Acceptance Products: At Licensee option, this Agreement authorizes Comprise to provide certain bank and leisure card processing software, processing services, and/or related software, hardware, and peripheral equipment to Licensee. Payment Card Acceptance Products may be itemized herein or listed on a separate Comprise Cost Proposal. Payment Card Product may have been accepted by the Licensee prior to, contemporaneously with, or after the execution of this Amendment. Acknowledgement of the Payment Card Industry Data Security Standard: Licensee acknowledges that it has been made aware of the Payment Card Industry Data Security Standard (a copy of which is attached hereto). Acknowledgement of the Payment Card Industry Merchant Designation: Licensee acknowledges that it has been made aware of the Payment Card Industry's designation of Licensee as a "Merchant" for the purpose of accepting financial transactions with payment cards. Licensee agrees that it will comply with the Merchant requirements of the Standard. Compliance with Payment Card Industry Data Security Standard: Comprise Product(s) will protect cardholder data as required by the Standard, specifically: • Encrypt transmission of cardholder data and sensitive information across public networks • Not store the full contents of any track from the magnetic stripe on any bank card any longer than is necessary to process the transaction • Not store the Card Validation Code (CVC) from any bank card • Store only that portion of a customer's account information that is necessary to the Licensee's business. Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 7 12/17/2015 [LI Over -the -Counter Smar TransacUon Management Manager Comprise Technologies' Smart Money Manager is a complete, fully integrated Point of Sale System for circulation related financial 1- transactions specific to a library environment. It recognizes patron accounts and links with leading ILS software to check, display, and post a fine/fee transaction or other charge. This eliminates dual entry, reduces errors, and produces accurate reports. Smart Money Manager processes cash, check, or payment card transactions as well as refunds. Patron View Staff View Smart Money Manager displays a list of ILS fees, merchandise, rentals, or other charges that can be paid through its easy to use interface. It is a software solution that runs on your existing service desk PCs and compatible point of sale hardware. t Card --- — ----- Your Processor Merchant Account Comprise'' �� it : Your Data Center rata Center ILS �^ Software SmartPAY Server Create Dynamic Merchandise Lists All you need to do is create a POS merchandise list. Simply go to the admin interface, enter the categories and detail for the items you wish to sell. Instantly, every Smart Money Manager terminal accepts those merchandise sales. Keep Track of Inventory You can even use Smart Money Manager to keep track of item inventory. Quantities posted at the admin interface increase the running total; each transaction reduces that total by the corresponding quantity. With Smart Money Manager, you can know at a glance exactly how much merchandise you have on hand. Smart Money Manager Features Real -Time Reports! You can rely on Smart Money Manager for audit -quality reporting on cash, sales, and inventory. All reports are date range driven and can be run in summary or detail. Cash Drawer Reconciliation 34Y- CJtl DacalColl Rr(M-TlmyJ)l0 Single or Multi Terminal Activity iTe)r.1.u1 D: Cectr11T 01+: Wrch 2S2CCs 70 1514 t, P"'..:t VVW .Tn^,•-m 1.4+rt+r Tex V_4 TC,I sU, TW C1sl G+ek SSU d•d azo 1•lrlw G 265 016 261 281 !2A 190twPv 6� Cil 03? 645 6[S 210 Si RC 025 0C2 027 027 X212 e K•? N CA SW 031 571 511 Fu:ruses 1117 Obi 1535 30 1127 0 0'I �2ik3 Kie F1 G X, 45 ,007 Ale -013 j F.eL .015 -00) 4-0SS !1416)@s It C2 055 1161 2031121 0 OI Sales by Revenue Code SY9• � . r: s1 T.mm n n n r) n.q. titJ:a.•m, ne oe ai �s n1 n s1 u Inventory Lr P.�I ) nal n:m r.r ur uW Irm la.J.•-C , .� Smart Money Manager POS — Save Staff Time, Reduces Errors, Reports to Single Database! Comprise Technologies' Smart Money Manager POS Software enables your staff to select all items including the fines that were imported from the ILS. This eliminates all entry errors and provides for reconciled cash drawers. All Fine Payments are automatically updated to the Patron Account upon payment and financial transaction detail reported to the Comprise Unified Database for easy access by the business office. Access reports module through a web interface for all locations with the ability to sort and retrieve the information you need. j Smart UN 0 l u41etpaVvac�n nza erraent .� o r WbraNes \Y allows patrons to make payments and donations at ,bsite. aY links with all leading ILS s to automatically post is of fines, fees or other . SmartPAY lets you e payments by individual r library. aY increases collections it adds a payment option vailable 24 hours a day — 7 veek. aY features: ne and Fee Payments onations for a Purpose re -payment of Print Account onvenience Fee Option t pVERI DISCS1 J uL'�L O�PRG55 . tt'r: What is SmartPAY? With SmartPAY, your patrons can complete secure, fine, fee or other payments, and donors can make contributions, directly at your website. SmartPAY meets the Payment Card Industry's Data Security Standard. It increases collections because it is easy, convenient, and secure. _ With SmartPAY: hI1pv111°°,., ✓ Patrons make fine/fee payments. u!� Salt Lake County Library services ✓ Patrons can pre -pay for printing. r Pa Your •r Fees and Fines online �„� ;�- ✓ Anyone can make donations with a purpose. � � s .w i IIlom• � Par FksealFees ur Nhtory 'Loy Om i; Please enterthe required informotion below. CEck %vhen done. i SniarlPay • - SmadPay lDuDd 15 adstancieg fines for the user 21101016646229 ' i 1 CODE Al:OUIR TYPE VIFORI.W1011 PAYIIOLY 3 9610920 $1890 1 Thesinlsleeurge r 5510330 5560 L -so. Thasinhleruq: r • • • "• 9610950 $1699 1 Th•A-&. r 9510c60 35.00 LouRo The Am:ri:an r 9670360 $1198 I Gusle m3len r 9610390 55.00 LouRo classic—M." r 961101-0 $19.95 1 Ghost rider. uwM on lM heaeng toad! r i 967102-0 556' Lenno Gtwst Mer. 1—tts°n the hea0ny road, r Things You Should Know: 9611040 $10 97 1 Lira at the FOIrme r 967105-0 ss.c0 Lo.tPro U.cX lho FS r 967107.0 $19.97 I Fim3rlomTions r Your ILS determines what suloaa 5610 Ln�tPro F-'- to ME- r information is displayed for 961110-0 $16.98 I Lwdyulan, sy •uspcions r 967111-0 5500 Lasu'r° Lmdgua-.bigsuspclons r each line item. 96(rldb $1000 rte r I _ TO7ALFEES. $16882 .0.00 Some, but not all ILS, are CnEDr7CA17D wFoRmAT1011 compatible with partial •Ilam, it,. Card • ''' • • ' payments. i=aaa7carae. F_ Exp alion Da •.—n° • ' • 4 Card holder data is transmitted i t.smurily(CYV)C°da��Is CW'+ =�aa.•��.«e only through the Comprise Fmeh Hosted Gateway. ? �I SmartPAY ILS Functions SmartPAY works with all leading ILS products so your payment solution is independent of your ILS selection. The display and payment of ILS items is dependent upon the capabilities of the ILS product. We integrate with the following ILS products: Polaris, Symphony, Horizon, Sierra, Millenium, Koha, Exlibras, VTLS, Evergreen and TLC. PCI Compliance - Secure, Credit Card Acceptance SmartPAY meets the PCI DSS standard, as well as the security certification requirements of every major credit card processor, financial institution, and government accounting office. SmartPAY is implemented using Comprise' Hosted Gateway which reduces the PCI burden to your library. Smartuii P(A Compliant Payments for calf -Service & Over -The -Counter) A Smart Terminal at your self-service kiosk, self -check, or circulation desk lets patrons make secure card payments for fines/fees or other purchases. Smart Terminals are patron -facing Mag -stripe devices that already support the Chip & PIN, and Tap & Go card entry methods as they come online in the US! Smart Terminals meet the October, 2015 for EMV specification. Smart Terminals transmit cardholder data directly to SmartPAY, our Internet Gateway, so the transaction is processed entirely outside of your network. That means your kiosk, self -check, or circulation desk computers are exempt from the rigors of PCI compliance. With Smart Terminals you can meet the PCI Security Standard without involving your entire network! The Smart Terminal Payment System uses fully automates ILS recordkeeping when used with our Smart Kiosk", Smart Money Manager"" Point of Sale or any of the compatible self -check systems listed below. Mag -Stripe Apple Pay, Tap'N Go Chip -and -PIN Model shown is used in the United States NOTE: Important Compliance Milestone: Effective October 2015, Visa, MasterCard, Discover and American Express, will shift card -present fraud liability to the merchant if an EMV card terminal is not used in a fraudulent transaction. Get the Smart Terminal PaVment System: o Patron handles credit/debit card o Automates real-time ILS recordkeeping o Reconciles with financial reports Smart Terminals link with leading ILS products: SirsiDynix Horizon and Symphony Innovative Millennium, Sierra, and Polaris CarIX, Library.Solution, Koha, Evergreen Smart Terminals work with leading Self -Checks: Bibliotheca, 3M, Polaris, Libramation and others Smart Terminals connect with leading Processors: TSYS, Chase Paymentech, Elavon, First Data, Heartland, & Vantiv Smart Terminals can settle to multiple merchant accounts (additional setup and maintenance charges may apply). rISAJt DISC VER _.. _ TM f �l��e. Payment System Smartai. for PCI ComplianceP. Smart Terminals accept payment cards Over -The -Counter, at Kiosks, and at compatible Self -Checkout Stations. The Smart Terminal Gateway processes card charges and posts payments in real time. Patron cardholder data is secure since there is no network connection between the Library Data Center and the Smart Terminal. Depending upon your situation, Smart Terminals are eligible for self-assessment using SAQ B -IP or SAQ C. Smart Internet Gateway Isolated Network ,## Segment ,. Library Network tnvir riment A a .................................... J' Library Data Center''... %�k Firewall .� Library ILSI Payments Over- The- Counter Self Service Payments Srrrnarcl Te-Drrrralrpcnds� Work ffike 'he c reclivi cle' lob fir Card SM1 00rn cry your locorl reUodlera 1. When patron chooses to pay by bank card, your POS or Self -check System sends transaction data to the SmartPay Gateway and patron is directed to the Smart Terminal. 2. Patron swipes their card on the Smart Terminal which queries the SmartPAY Gateway for transaction data. Smart Terminal prompts for confirmation of the payment. 3. Point of Sale or Self -Check System completes the transaction, clearing any fines from ILS. EXHIBIT C Site. Preparation Form Location: City, St: Responsible Party: Date: Library has requested that Comprise install PRODUCT software at the location(s) listed above. By signing this form, Library is confirming that it is ready for such installation, having prepared itself as more fully described in the Installation Procedure Checklist and other documents supplied by Comprise. This confirmation includes, but is not limited to: ADVANCE TESTING AND ACCEPTANCE OF INTENDED -USE MODULES BY LIBRARY (check all that apply) Authentication ❑ PRODUCT is communicating with the Library's ILS database in a manner and frequency desired. Library is able to apply desired patron record information to PRODUCT functionality. Staff Functions ❑ PRODUCT is enabling staff to perform the functions we desire. SAM Libraries ONLY: PC Session Manager ❑ PRODUCT is performing Sign up, Log on/off, with session timers and messages at correct times and with Location settings in all modes, including safe mode. Internet Manager ❑ PRODUCT is granting access to the Internet in the manner and with entitlements desired. Print Manager ❑ PRODUCT is managing print in the manner and with limitations/charges desired. WE HAVE TESTED PRINTING WITH MS Office. Internet browsers and Adobe PDF files. SmartPAY Libraries: ❑ PRODUCT is enabling the online payment card processing functions we desire. Smart Money Manager Libraries: ❑ PRODUCT is enabling staff to perform the functions we desire. Smart Kiosk Libraries: ❑ PRODUCT is enabling the self-service functions we desire. Smart Terminal Libraries: ❑ PRODUCT is enabling the payment card processing functions we desire. Library acknowledges it has been informed that PRODUCT will be installed exactly as it has been tested and accepted by the Library. By signing this form the Library is acknowledging that PRODUCT has tested to their expectations and that the target hardware, etc. are ready and in place for Comprise to schedule site work. Conditions differing from those specified above, or different from those agreed to in advance by Comprise, or changes in the way that PRODUCT is configured, will result in additional charges, which Licensee agrees to reimburse at the labor rate of $130 per hour. Licensee acknowledges it has been informed that differing site conditions will result in additional charges. Signed & Dated By: For Library Date For Comprise Date Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 8 12/17/2015 EXHIBIT C Location: City, St: Comprise Technician: Date: PRODUCTNersion(s): # of Sites: # of PCs: This report verifies that the technician has finished the task of implementing PRODUCT software on each licensed computer and that to the satisfaction of each signing party PRODUCT is functioning at the indicated location. This report releases the technician from further work at the site. IMPORTANT: Signing this form does not mean that PRODUCT software is running without "bugs", or that the library has had sufficient time to use the product and report on the functionality of each element. Comprise continues to be responsible for the support and maintenance of PRODUCT as specified in the License Agreement. This report establishes for the record a date at which this library can begin using PRODUCT. By signing it the Library indicates that Comprise may invoice and receive payment for PRODUCT at this site. This report also establishes the initial use date for PRODUCT License, Maintenance and Support obligations. Punch List Items The following items are to be completed, but do not prevent the Library from using PRODUCT Description Affected Functionality Expected Delivery Date Signed & Dated By: For Comprise Date For Library Date Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 9 12/17/2015 EXHIBIT D INSTALLATION, TRAINING, SUPPORT, MAINTENANCE AND REPAIR/REPLACEMENT INSTALLATION At Licensee option, Comprise can install PRODUCT at library facilities. Comprise installation services are strictly based upon the following requirements, which Licensee agrees to: A. Installation will be by site appointment, which is subject to change with 3 days notice, B. Patron computers on which PRODUCT is to be installed will be turned off and removed from public service for the duration of the installation appointment, C. Comprise installer(s) shall be given reasonable unrestricted access to Licensee facilities, D. Comprise installer(s) shall be given a library -computer -network account login and password with sufficient rights to accomplish unaided installation of PRODUCT on any intended Licensee device, including servers, E. Conditions differing from those specified above, or different from those agreed to in advance by Comprise will result in additional charges, which Licensee agrees to reimburse at the cost actually incurred or pay at the labor rate of $130 per hour. WITTIMCe3 Training of Licensee/Library staff in use of PRODUCT and of individual system components shall be by Comprise or Comprise representatives unless otherwise specified. Comprise shall provide training and user manual documentation as follows: 1. Administrator (person responsible for policies and parameters); this individual is usually well versed in PRODUCT functionality long before the installation. Comprise provides guides to assist in the planning and preparation for PRODUCT. The Administrator is free to participate in the "hands-on" training of the Application Specialist, who actually implements the policies and parameters determined by the library. 2. Application Specialist (person responsible for the server); this individual is trained "hands-on" during the serer software installation. 3. Technical Staff (person(s) responsible for library network, computers, and printers); this individual(s) is trained "hands-on" during the library software installation. 4. Staff (person(s) who works in library) are trained in 112 day sessions with practice exercises that are divided into three parts: a. Understanding the PRODUCT patron interface, b. Using the PRODUCT staff interface, and, c. Implementing the policies of the library. Staff training shall be performed during a series of half-day consecutive sessions, at a mutually acceptable centralized Licensee facility until all selected staff has had the opportunity to attend one session. Staff training sessions shall be concurrent with site installation. Training of Library staff, including any and all required travel, lodging, meals, transportation, and/or related expenses, shall be included in the payment(s) to the extent specified in Exhibit E, Cost And Payment. TECHNICAL SUPPORT Licensee understands and agrees that requests of Comprise for technical support are handled on an impact priority basis, and not necessarily on the order in which they are received. Licensee agrees to accurately indicate the Impact Level of each support request according to the following scale: A. Critical: System does not function B. Moderate: Operation moderately degraded C. Minor: No performance impact. Comprise shall respond to requests for technical support according to the guidelines and procedures more fully described in the PRODUCT Customer Support Manual, a copy of which has been provided to Licensee, and which Licensee acknowledges is acceptable to it. Comprise reserves the right to change its Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 10 12/17/2015 technical support guidelines and procedures and will provide Licensee with revised PRODUCT Customer Support Manual(s) as appropriate. Licensee further agrees that any support request that does not include an indication of impact level will be considered by Comprise to be of minor impact. Licensee agrees to allow Comprise remote Internet access to the server(s) on which PRODUCT software is installed. Such access shall facilitate and allow Comprise full access to PRODUCT software, the PRODUCT patron database, and Microsoft Windows directories, and permit unrestricted file transfer and manipulation. Licensee agrees to provide Comprise with the necessary IP Address, User Name and Password to access the server. Comprise shall provide to Licensee and shall maintain a single "trouble desk" contact point for report of System defects or problems. A. Comprise "trouble desk" contact point shall be responsible for coordination of repair and/or replacement of any and all system components provided by Comprise and Comprise representative. B. Comprise shall establish a single contact point between the Licensee and all system manufacturers, and suppliers. C. The Comprise "trouble desk" contact point shall be available for the reporting of System problems or defects by calling (800) 531-0132 during the following hours (Monday —Friday 7:00 am. — 9:30 pm., Saturday 9:00 am. — 6:00 pm., Sunday 9:00 am. — 6:00 pm. EST) or by emailing tech support .comprisetechnologies.com. D. Requests for technical support with Moderate or Minor impact levels shall be addressed by Comprise during its normal business service hours (Monday —Friday 9:00 am. — 6:00 pm. EST). Requests for support of these impact level may not be addressed on Comprise -recognized holidays or during the period between approximately December 151h and the first Monday of each successive new year. E. Licensee shall designate two (2) employees (one in the Library and one in Information Services Division) who will be authorized to contact the Comprise "trouble desk." F. These designated Licensee staff shall coordinate their calls and inquiries so that Comprise does not receive conflicting information or instructions from library. MAINTENANCE AND REPAIR/REPLACEMENT All proprietary components provided by Comprise shall be maintained by Comprise against defects in workmanship or functionality for a period of twelve (12) months from the date of their first use by the Customer. Any and all travel expenses by Comprise or Comprise representative, related to repair or replacement of individual system components within this first twelve month maintenance period, shall be included in the purchase price unless those components or parts have failed due to actions of the Licensee staff or other System users. Third party hardware/software, for example payment terminals, money handling equipment or Internet filters are warranted separately by their respective manufacturer. Typically warrantees are for one year. Most permit you to ship covered products to their service facility for repair or replacement at no charge. Extended coverage for Comprise proprietary components and some, but not all third party products is included in the Annual License Renewal charge. Extended coverage means that any. covered components or parts of equipment provided by Comprise that fail within the maintenance period(s) shall be replaced or repaired via Comprise Depot Services within three (3) business days*, Monday through Friday. This service shall be at no cost to Customer unless those components or parts have failed due to actions of the Customer staff or by other system users. *Replacement Smart Terminals shall be provided to the applicable Security Service Provider for PIN injection within 3 business days; Comprise does not control the time required for PIN injection by these service organizations. Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 11 12/17/2015 11 1 The information in this guide applies to; SmartuaS rt � ► 7 ' Smart Manager t Smartww�.- 1�J -k V1 Comprise Technologies, Inc. Technical Support: 800-531-0132 1041 fioute 36, PO B0X425 Sales: 800-854-6822 Navesink, NJ 07752 www.CoinpriseTechnologies.com TOP 5 LIST OF THINGS THAT IMPACT COMPRISE PRODUCTS 1. ILS UPGRADES/MIGRATIONS Please give us at least 2 weeks' notice before you upgrade or migrate your ILS product and/or ACS Server. We use that time to prepare your Comprise Products and to ensure that your patron services are not impacted by the change. 2. INTERNET PROVIDER/NETWORK CONFIGURATION When you change your Internet Service Provider your external IP address inmost cases will also change. In most cases we use the IP Address to access your server for in-depth technical support issues and for upgrades. In some cases, for larger library systems, changing your ISP causes your IP Range to change which will impact patron services. Network changes can also have a dramatic impact on Comprise Products. IP Ranges, routing tables, etc. all must be configured with Comprise Products in mind. If you think your major network configuration change might have an effect, it probably will. Please call us to schedule an appointment to make sure everything runs smoothly. 3. HARDWARE Hardware changes refers to many things, but specifically, let us know before you change your firewall, filter appliance, printers, or copy equipment to ensure your change goes smoothly. 4. OPERATING SYSTEM/APPLICATION/INTERNET BROWSER As with any software, changes to the operating system on your patron and staff computers can have an effect on your Comprise Products, and in particular Internet Browser will impact SAM. Please give us a call to find out before attempting any major operating system or software changes or upgrades. 5. STAFF TRAINING We find that many issues result from staff not being completely confident when the initial training is over or that there has been a significant staff turn -over since the product was installed. We offer remote training and in some cases will come on-site when training is necessary. In most cases training is offered at no cost! Please contact Customer Support to schedule an appointment. 2 Comprise Technologies, Inc 0 2015 1 Customer Support: 800-531-0132 ImportantNotices................................................................................................................................................................4 ProgramGuidelines..............................................................................................................................................................5 SupportPrograms................................................................................................................................................................6 Guidelinesfor Technical Support..........................................................................................................................................7 Technical Support - Request Level Definitions.......................................................................................................................7 How Does Our Support Program Work?................................................................................................................................8 Pre -Request Check List.........................................................................................................................................................9 ProblemResolution............................................................................................................................................................10 Closinga Ticket..................................................................................................................................................................10 TrainingServices................................................................................................................................................................10 ILSUpgrades/Migrations/ACS Server..................................................................................................................................11 HardwareSupport Requests...............................................................................................................................................11 Hardware Maintenance and Repair/Replacement...............................................................................................................11 HardwareEnd of Life..........................................................................................................................................................11 Guidelinefor Enhancement Requests.................................................................................................................................12 Guidelinefor Upgrades......................................................................................................................................................12 CompriseService Record....................................................................................................................................................13 Forms.................................................................................................................................................................................14 SAMQuick Support Chart...................................................................................................................................................18 SAMTroubleshooting Report.............................................................................................................................................19 ServerStop Sign.................................................................................................................................................................20 Check Out These Other Comprise Solutions! — SALES: 800-854-6822................................................................................... 21 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 3 IMPORTANT NOTICES PRODUCT DEVELOPMENT Comprise pursues a policy of ongoing product development. Release product version may vary from description herein. Comprise reserves the right to modify and or discontinue product features at any time without advance notice. OPERATING SYSTEMS Not all product features function with or are applicable to all Microsoft Windows Operating Systems. Please consult your Comprise Representative for further details regarding specific features and your operating system. HARDWARE MODELS Not all hardware features may be implemented or applicable to all installations. Please contact your Comprise Representative for more information. ILS PRODUCTS Comprise product documentation describes what our product(s) are capable of doing. However, different ILS products provide more or less support for these capabilities. Please consult your Comprise Representative for further details regarding specific features and your ILS Product. VERSION/ENHANCEMENT SUPPORT Comprise product versions are released to be backward compatible with earlier versions. With each new release Comprise provides support for that product version, plus the then current release in general distribution. Older versions will not be supported. Custom enhancement requests will not be distributed unless the newest version of the product is currently installed. SUBCONTRACTOR SUPPORT Comprise is responsible for the performance of its subcontractors. Comprise will assign management resources to assure that subcontractor performance meets or exceeds the standards described in this guide. Comprise Technologies, Inc 0 2015 1 Customer Support: 800-531-0132 1 Comprise provides support services in a diligent and professional manner and will devote the energy and attention to the performance of such services as are reasonably necessary to perform in a timely manner. Customer agrees to timely and diligently perform all that shall be required of it in aiding the support process. Customer acknowledges that any delay in its performance may result in greater than a day for day delay in Comprise' performance due to resulting scheduling and prior obligation conflicts. Customer agrees to observe the business policies, procedures and security requirements of Comprise. Unless specifically stated elsewhere no promise to provide future upgrades, modifications, enhancements or improvements to or for the Software is made except pursuant to Comprise' standard development agreement and shall be subject to payment of appropriate maintenance fees for the Software. Implementation of the Comprise Software shall be deemed complete when the mutually acceptable functionality is reasonably available for Customer's use and any mutually acceptable functionality test has been successfully passed. The Software shall not have to be'bug' free to be deemed complete. Each Party shall protect the confidentiality of information provided by the other Party that either has been identified as confidential by the disclosing Party or by its nature warrants confidential treatment. All materials originated pursuant to this Program shall be the exclusive property of Comprise including trade secret, patent, title to copyright in all copyrightable material, title to all intellectual property and any other protectable rights or interests under state, federal, or international law. It may be used by Comprise in any manner whatsoever, and shall be held in strict confidence not to be disclosed to any third party by Customer. Subject to the terms and conditions of the License Agreement, the Customer may use the Comprise Software solely in the conduct of the business of the Customer. Look for my picture to highlight important points! Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 SUPPO T P�OGRA11 5 1 �` 4 Y 7,77,+ Y Comprise pursues a policy of total customer satisfaction and we want you to expect nothing less from us. In order meet that goal we have developed separate guidelines for handling requests for technical support, product enhancements, and upgrades. These guidelines provide our support representatives with a structured method for handling your inquiry. AT COMPRISE A REQUEST FOR: TECHNICAL SUPPORT OF ANY PRODUCT VERSION REFERS TO: ✓ instructional inquiries ✓ a defect in the way our product functions ✓ a functional variance between the way the product works and its documentation. PRODUCT ENHANCEMENT OF CURRENT -RELEASE PRODUCT VERSION REFERS TO: ✓ a change in the intended functionality of the product ✓ a use that exceeds the product's design ✓ new functionality, adding uncertified 3rd party hardware, etc. ✓ the unscheduled release of a product feature as soon as it is ready UPGRADE OF CURRENT -RELEASE PRODUCT VERSION REFERS TO: ✓ the release of a product version to support a new Microsoft operating system ✓ the regularly scheduled release of anew product version Sometimes customers call with issues that don't meet any of these criteria. We view those calls as opportunities to expand our knowledge base and demonstrate service commitment. These calls will be directed to a Customer Service Manager. AT COMPRISE IT IS OUR POLICY TO: ✓ diligently fix any defector variance in the way our product functions. ✓ document each inquiry with a ticket number and resolution commitment. ✓ encourage enhancement suggestions because they make our product(s) better. ✓ provide you with an opportunity to approve changes before they are implemented. 6 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 Please designate two coordinators (Public Service and IT) who will be authorized to contact us. You can use the Contact Form in this manual to keep us current of changes to your coordinators. While it is important that Comprise does not receive redundant or conflicting information, it is essential that both coordinators are aware of support requests and the action(s) taken. Comprise will provide comprehensive technical support of our product AS IT WAS DESIGNED AND WHEN IT IS BEING USED AS INTENDED. Customer must allow remote Internet access to the server(s) and/or computers on which our software is installed. We will need full maintenance rights to the Comprise software, applicable database, MS Windows directories, filter server (if any), and unrestricted file transfer ability. We will attempt to diagnose your issue and provide immediate assistance. If it is not resolved over the phone you will be assigned a support ticket. Your ticket will be directed to a member of our staff who has the expertise to address it. We will do whatever it takes to fix the issue. Requests for technical support are handled on an impact priority basis, and not necessarily in the order in which they are received. Our representative will advise you of the severity impact level associated to your issue as well as our performance commitment; an email confirmation will also be sent for your record. You can request that the manager -on - duty review the assessment of your issue. �' �i,�1��?��r.��tt�rcia��.�'�At9�yA�7I`��1.. Yx'Y�..• ,•-k�� a,c . SmartServer is down. No one can log on. Critical System not operational or severe No one can print. 24 Hours/ 7 Days loss in functional capacity. Filter Failure (SAM). No one can process a payment (SMM, SP, ST) Transactional reporting (SMM, SP, ST)). Staff Interface functions. Some users can't logon. System operational, but 1 or more Isolated printer(s) problems. weekdays 7:00am to 9:30pm Moderate functions are moderately degraded. Sign-up/Reservation issues. There is a manual workaround available. APM/LPC/Copy Controllers. Eastern Time Money handling hardware. Activity reporting. System operational, no immediate impact Admin interface. weekdays 9:00am to 5:00pm Minor on performance. Appearance items. Eastern Time User error. Other System is periodically affected by a ILS Link Internet Information Services. 7 Days, 7:00am to 9:30pm problem that is not understood. Eastern Time Server Memory. IF YOUR REQUEST IS: ✓ Critical: we will work non-stop until it is resolved. ✓ Moderate: we will prioritize it with other same severity issues and communicate status to you at least weekly until it is resolved. ✓ Minor: we will work on it as resources permit, but keep in mind that minor requests are often grouped together and addressed in the next product release. ✓ Other: we will direct it to a Customer Service Manager. Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 ,.HOW DOES OUR SUPPORT PROGRAM WORK? Comprise Customer Support Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 °PRE -REQUEST CHECK LIST In order to provide you with the fastest possible service, we need certain information: ✓ Description: please be able to explain the issue you are having. If the issue is with SAM, please use the SAM Troubleshooting Report in the Appendix and Forms Section before calling Technical Support. ✓ Re-creation: please be able to re-create the issue or be able to explain the time of day and situation where the issue occurs. This is essential to fixing many issues and for you to be able to verify its correction. ✓ Supporting information: Error messages, bar code numbers of affected patrons, other affected applications, and the operating system of the computer or computers. For SAM issues please see the SAM Troubleshooting Report for further information. PHONE SUPPORT: 800-531-0132 Please be sure to review the Pre -Request Checklist above before calling and if it's a SAM issue review the SAM Troubleshooting Report in the back of this guide. Calling our toll-free support line is a great to get quick answer answers 24/7 and the fastest response program for critical issues. SAM Customers don't forget to check out the SAM Troubleshooting Report before you call! ONLINE SUPPORT: WWW.COMPRISETECHNOLOGIES.COM Support Tickets can be created and managed online through our website at www.CompriseTechnologies.com. If you do not already have a login, please contact Technical Support either by email or Phone and they will provide you with one. Support Tickets created for you by Comprise can be viewed and managed online through the same system. If you create your own support ticket you will receive a phone call to discuss your issue within 24 hours. IF YOUR ISSUE IS CRITICAL, PLEASE CALL US IMMEDIATELY. EMAIL SUPPORT: TECHSUPPORT@COMPRISETECHNOLOGIES.COM Comprise considers E-mail Support a supplemental tool to include attachments, screenshots, and other files or information that cannot be given through the Online Support website. We prefer you try our Phone Support and Online Ticket System before submitting support requests by email. Along with the information in the Pre -Request Checklist, please be sure to include your location and a phone number where you can be reached. IF YOUR ISSUE IS CRITICAL, PLEASE CALL US IMMEDIATELY. Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 9 PROBLEM RESOLUTION Comprise' problem resolution process is determined by severity and installation date. Critical failures, rare as they are, receive immediate and undivided attention until resolved. Problems with the link to circulation software are immediately referred to the library's provider. The first approach for problem resolution will be to verify that product settings, functional controls, and other selections in the Administrative interface are correct and compatible with each other. Your Support Representative will work with you through this process. Please note that your Comprise Representative will walk you through reconfiguration, but is not permitted to malce any changes without the submission of a signed Change Authorization Form. if you do request a change that is beyond your control Comprise will require that a Change Authorization Form in this manual be completed and signed by you before any change to your server or client software will be made. If a problem requires a code revision of any kind it is referred to the appropriate software engineer. The support coordinator will notify the customer of an anticipated schedule. All code changes require Quality Control so the time required is usually from three to ten days. Problems with third party products provided by Comprise are referred to the vendor as soon as received. Comprise maintains a supply of all hardware we support ... it is not unusual for us to provide a "loaner" during the problem resolution period. Customer Service will maintain your ticket "Open" as long as the problem is not resolved. Resolved tickets will be closed with your knowledge and permission. Because some problems are hard to re-create, sometimes you might want to keep a resolved ticket open; we will maintain this status for up to 30 days. You can also close your ticket using our Online Ticket System at www.comprisetechnologies.com. If you do not have a login for the site, please contact Comprise by email: techsupport@comprisetechnologies.com or 800-531-0132. Comprise is committed to making sure your staff is fully trained on our products. Two events usually necessitate new training; employee turn -over and the introduction of new product features. If you feel that your staff is not sufficiently trained or you need a refresher course on any product features please call to schedule training. Call our toll-free support line at 800-531-0132 and schedule a remote training session. During the scheduling process, a Comprise Support Representative will go over which parts of the product you and your staff want to learn and a time that works best for you. 10 Comprise Technologies, Inc 0.2015 1 Customer Support: 800-531-0132 tLS. UPGRADES/MIGRATIONS/ACS`SERVER Comprise requests 2 weeks' notice before upgrading or migrating your ILS Product or ACS Server. NOT INFORMING COMPRISE ABOUT ILS UPGRADES CAN HAVEA DETRIMENTAL EFFECT ON THE WAY YOUR COMPRISE PRODUCTS OPERATE. In a best case scenario we ask that a test server, patron cards, and connection information to the upgraded server be available. By informing Comprise ahead of time, the link between the Comprise products and your ILS can be cut before the upgrade is started. This prevents any loss in patron services. The Comprise Support Center is your single point of contact to coordinate repair and/or replacement of any and all system components provided by Comprise. A Customer Service Representative will work with you to determine the best course of action to put you back into operation. Our Customer Service Representatives are empowered to utilize the appropriate resources to resolve your problem; this usually means filing a claim directly with the manufacturer. Wherever possible we have arranged for claims to be serviced under a "Depot" exchange program through which a replacement part is shipped prepaid to you, and you ship the faulty part back using the packaging and label provided. VHARDWARE MAINTENANCE AND REPAIR/REPLACEMENT All components provided by Comprise shall be maintained by us against defects in workmanship or functionality for a period of twelve (12) months from the date of their first use by the Customer. Some third party hardware/software, for example payment terminals, money handling equipment, and Internet filter appliances are warranted separately by their respective manufacturer. Typically warrantees are for one year. Most permit you to ship covered products to their service facility* for repair or replacement at no charge; your Customer Service Representative will advise you. Extended Coverage for Comprise proprietary components and applicable third party products (servers, filter appliances, money handling equipment) is included in your Annual License Renewal charge. Extended coverage means that if the covered equipment fails within the maintenance period(s) it shall be replaced or repaired via Comprise Depot Services within three (3) business days, Monday through Friday. This service shall be at no cost to you unless those components or parts have failed due to actions of your staff or by other system users. Extended coverage is not offered for these consumables: cables, bar code readers, keyboards, cash drawers, or card reading terminals. *Replacement Smart Terminals used for debit card transactions shall be provided to the applicable Security Service Provider for PIN injection; Comprise does not control the time required for PIN injection by these service organizations. We recommend that you consider three to five years as the anticipated life cycle for any physical product or component part provided to you by Comprise. With this expectation you can plan for the orderly replacement of necessary equipment. Comprise will continue Extended Coverage beyond the anticipated life cycle for all hardware/software as long as spare parts are available and provided the manufacturer has not issued an end of life notice. Upon the occurrence of either of these conditions Comprise will notify you that Extended Coverage can no longer be offered and the amount of your Annual License Renewal applicable to the affected equipment will not be included in subsequent renewal billing. We value your business so when spare parts are no longer available or a manufacturer issues an end of life notice, Comprise will make every effort to make replacement equipment available on favorable terms. Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 11 Comprise actively encourages customers to suggest enhancements that improve the way our product(s) work or expand their role within the library. We have included an Enhancement Request Form in the back of this manual that provides you with an easy way to submit your suggestions. Our review team meets weekly to evaluate enhancement requests. You are entitled to a reply to your suggestion that describes our intention concerning it. Many suggested enhancements will be incorporated into the next product release. Often the enhancement is modified, scaled up or down, or combined with other related improvements based upon the feedback from multiple customers. In this way, valuable product improvements are automatically made available to all Comprise customers. The valuable suggestions we receive is a Ivey part of what makes our products the best on the market. At your option, enhancements can be ordered exactlyto your specification and on a timeline that reflects a project - dedicated effort. In this instance, you will be put in contact with your Comprise Sales Representative who can discuss our development process with you, prepare a cost proposal, and submit an Accelerated Development Agreement for your consideration. Please note that customized enhancements may not be supported in future product releases. Customers must designate two employees (Public Service Contact and IT Contact) who will be authorized to make enhancement requests. Suggestions from other staff members should be coordinated by that employee so that Comprise does not receive redundant or conflicting information or instructions. Comprise provides for the systematic upgrade of our products in two ways; the first is an annual upgrade offered to each customer on the anniversary of their implementation, the second is a non -regularly scheduled release of a feature that significantly improves the value or utility of our product in a library. Annual Upgrades form the backbone of our program to offer customers the latest product innovations. We strive to make them easy -to -implement to encourage libraries to keep pace with product changes. Our program starts two to three months prior to a customer's contract period anniversary. A Comprise Upgrade Manager contacts the customer to make them aware of the upgrade's functional contents, operating system support, and objective purposes. The customer can then evaluate these improvements in light of the way in which it is using the product. Then when the customer is ready, the upgrade is loaded onto its Comprise server. Our Upgrade Manager will then coordinate the distribution of the new software to the client PCs. Comprise upgrades are, with rare exception, backward compatible so staying on the current release poses no inconvenience to customers happy where they are. Feature Releases are a way for us to offer customers product improvements as they are published. The process is basically the same as with annual upgrades. We notify our customers with a Feature Release Note; interested libraries contact us; we install the product improvement. Requests for upgrades can be made during normal business hours by calling Justin Spaeth, Upgrade Manager, at. 800-531-0132 X235 or emailing UPGRADES@COMPRISETECNNOLOGIES.COM. 12 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 The "Comprise Service Record" located on your server is an initiative which commenced April of 2008. It is a record that Comprise Representatives use to keep track of all changes made to that server by Comprise. This includes logging on to the server to establish connectivity, as well as any other operations that are performed on your server by a Comprise team member. The Comprise Service Record keeps track of every change made on the server where the record resides and should only be edited by Comprise. This can be viewed by you at anytime, but may not be edited. It will be in a directory on your server called C: /[Name of Your Comprise Product]/Comprise Service Record and the filename is CompriseServiceRecord.rtf. Below is a sample of the Customer Service Record. Comprise Service Record Entries in this document are made by Comprise Customer Service Representatives only. Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 13 e, !FORMS All the forms and charts you need in one location. It's best to copy the forms and charts ... don't use the original in case you need to use it again. CUSTOMER CONTACT FORM The Customer Contact Form is used for updating Comprise on new staff members at your location or replacement staff members. To serve you best we need current contact information for Primary Public Service Contact, Primary Technical Contact, and Primary Business Contact. COMPRISE CHANGE AUTHORIZATION FORM The Comprise Change Authorization Form must be completed, signed, and received at Comprise Support Center before we can make any changes to your server or client software. Changes include but are not limited to software installation, file uploads, database edits, product configuration, device activation, rules, profiles, etc. The Change Authorization form is not needed in instances where you make the changes (with our guidance). ENHANCEMENT REQUEST If you have a suggestion for an improvement or enhancement with the way any of our products operate, please fill out the SAM Enhancement Request Form. This is not an order form, and submission does not guarantee acceptance, completion and/or establish a time frame for development. Enhancement Requests are subject to review and approval by our Product Development Team. SAM QUICK SUPPORT CHART The Quick Support Chart can be copied and hung up near your Smart Server or any location where it will be handy! SAM TROUBLESHOOTING REPORT (FOR SAM CUSTOMERS ONLY) The SAM Troubleshooting Report is an important tool to diagnose your problem. Many problems with logging in, sign-up, and printing can be resolved by going through the SAM Troubleshooting Report. If you find that you still need support, fax us this report and we can quickly asses what your problem is and how to address it. SERVER STOP SIGN Hang this sign as a reminder for calling Comprise before making changes to your server that may impact Comprise Products. 14 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 COMPRISE CUSTOMER CONTACTS Please complete this form, so that we may update our records. Fax this back to (732) 291-3699. Thank you! Library System (if applicable): Library Branch Name: Mailing Address: City: State: Zip: DIRECTOR: Name: Email: Phone: Fax: FINANCIAL MANAGER (OR EQUIVALENT): Name: Title: Email: Phone: Fax: PRIMARY BUSINESS (RESPONSIBLE FOR COMPRISE CONTRACT): Name: Title: Email: Phone: Fax: PRIMARY TECHNICAL: Name: Title: Email: Phone: Fax: PRIMARY PUBLIC SERVICE: Name: Email: Phone: Fax: Title: Comprise Technologies, Inc© 2015 1 Customer Support: 800-531-0132 15 COMPRISE CHANGE AUTHORIZATION This form must be completed, signed, and received at Comprise Support Center before any changes can be made to server or client software. Changes include but are not limited to software installation, file uploads, database edits, product configuration, device activation, rules, profiles, etc. Please fax this form back to 732- 291-3699. Library Name or Location: Date/Time: Authorized by: Fax: Describe in detail the changes authorized below: Email: Phone: Change authorization will not be processed unless sign by Customer and Comprise Support: Customer Signature: Date: Print Name: Comprise Support: Date: Print Name: COMPRISE OFFICE USE ONLY Ticket #: All involved parties must sign and date before implementation can take place. Operations: _ Date: Administration: Date: Programming Authorization: Date: 16 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 COMPRISE ENHANCEMENT REQUEST Important: This form must be submitted by an Authorized Comprise Contact. Please fax this form back to 732-291-3699. Instructions: This form is away for you to propose a modification that exceeds the design or functionality of our product as it is currently implemented. Enhancement Requests are subject to review and approval by our product management. This Is not an order form, and submission does not guarantee acceptance, completion and/or establish a time frame for development. Often enhancements are modified, scaled up or down, or combined with other related improvements based upon feedback from multiple customers. In this way, valuable product improvements are automatically made available to all Comprise customers. At your option, enhancements can be ordered exactly to your specification and on a timeline that reflects a project -dedicated effort. In this instance, you will be put in contact with your Comprise Sales Representative who can discuss our development process with you, prepare a cost proposal, and submit an Accelerated Development Agreement for your consideration. Please note that customized enhancements may not be supported in future product releases. Library Name: Requestor's Name: Email: Phone: Fax: Please describe your enhancement request: ❑ Smart Money Mgr ❑ SmartPay []Smart Terminals ❑ Smart Kiosk SAM Customers please indicate the feature for which you are requesting an enhancement: ❑ Authentication ❑ PC Sign -Up ❑ Session Management ❑ Internet/Filtering ❑ Print/Copy ❑ My Account (Funds) ❑ Reports ❑ Staff Interface ❑ Peripheral Equipment ❑ Other COMPRISE OFFICE USE ONLY Request Status: ❑ Accepted ❑ Declined ❑ Referred for future release Explanation: By: Date: Customer Notified by: ❑ Email ❑ Fax ❑ Phone By: Comprise Technologies, Inc 0 2015 1 Customer Support: 800-531-0132 17 Please post a copy of this chart at the server and anywhere else It will be handy. TOLL FREE SUPPORT CENTER: 800-531-0132 ONLINE SUPPORT: WWW.COMPRISETECHNOLOGIES.COM EMAIL: TECHSUPPORT@COMPRISETECHNOLOG IES.COM ONLINE SUPPORT CHART Pick a Category Choose the specific description and appropriate severity level. Support Critical Moderately Severe � "" lVhiibr - °• Categories 1. Some patrons cannot log on. 1. ILS Upgrades 2. New users cannot log on. 2. visitor card changes Authentication No One can log on 3. Visitors cannot log on 3. Authentication Policy changes 4. Safe Mode behavior 4, ILS Link changes 5. ILS Link problems 1. Some patrons can't sign up PC Sign -Up No One can sign up 2. Visitors cannot sign up 3. SAM not assigning correctly Graphic or copy changes 4. Display info not correct 1. Session length timing 1. Adding new computers Session No One is being timed 2. Consecutive/Daily log on 2. Admin Configuration changes Management - 3. Flex -time issues 3. Session message changes 4. End of Day timing behavior 1. No One is being filtered 1. Filter level changes 1. Graphic or copy changes Internet 2. All Juveniles not filtered 2. Specific URL/site exceptions 2. Blocked page changes:_' 3. Everyone filtered incorrectly 3. Filter automation changes Print and Copy, 1. No printer working in library 1. Some printers do not print 1. Adding new printers Account Funds 2. SAM not charging correctly I 2. Page counts3. Adobe PDFs 2• Print receipt changes Reports not being generated 1. Real time data not reporting Reports Financial Reports not correct 2. Report data not correct Formatting problems 3. Report not generating Staff Interface 1. PC Status display incorrect (PC Activity 1. Staff Interface won't launch 2. Sign -Up display incorrect Functional changes 2. Visitor cards not created 3. Control links not working Manager) 4. Report not generating 1. No APM is accepting Peripheral payment 1. One APM is not working 1. New currency changes Equipment 2. No Copy Controller is 2. One Controller not working 2. Priceline additions/changes w working 3. One LED not working 3. No LED is working Intermittent or Will be referred to a Customer Service Manager for resolution Other 18 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 Please distribute this Form so it will be immediately available when needed. The form must be completed while the problem is occurring and faxed to 732-291-3699. Library Name: Report by (Your Name): Phone Number: Card Number (if applicable): Fax Number: PIN: PC ID: SIGN-UP OR LOGON PROBLEM: PLEASE COMPLETE THEN REQUEST SUPPORT 1. How many people can't log on? ❑ 1 ❑ 2 plus, CALL US RIGI-IT AWAYI 2. How many PCs won't let people log on? ❑ 1 ❑ 2 plus, CALL USRIGHTAWAYI 3. Did you try to sign-up/logon with the card? ❑ Yes ❑ No, TRY BEFORE CALLING SUPPORT! a. Check if the card is blocked for Fines, Expired, or Discipline. b. Check to make sure you are using the correct PIN. c. Check if the card is out of daily time or logins. 4. Is the person a patron or visitor? ❑ Patron ❑ Visitor 5. Has the person ever used SAM? ❑ Yes ❑ No Other Sign -Up Troubleshooting: 1. Is Sign -Up accepting other people onto the waiting list? 2. Is Sign -Up assigning other people onto available PCs? 3. If Sign -Up is not assigning PCs, how many PCs are affected? Error Message (if applicable): ❑ Yes ❑ No ❑ Yes ❑ No ❑ 1 ❑ 2, plus CALL US RIGHT AWAY! PRINT PROBLEM: PLEASE COMPLETE THEN REQUEST SUPPORT 1. How many PCs can't print? 111 ❑ 2 plus, CALL US RIGHT AWAY! 2. How many printers are not printing? ❑ 1 ❑ 2 plus, CALL US RIGHT AWAYI 3. Is the problem limited to a specific application? ❑ PDF ❑ MS Word ❑ Internet Browser a. Check if the printer is ON and cables are firmly connected. b. Restart the printer and try to print under the user's card and PIN. c. If you charge for printing, does the person have enough money to print. Other Print Troubleshooting: SAVE THE PERSONS WORK THEN... 1. Try to print under YOUR STAFF CARD and PIN. ❑ Unresolved, SAM would not print. 2. Close SAM, try to print through Windows. ❑ Unresolved, SAM would not print. Error Message (if applicable): 1. First Log off and log on to SAM. Did this fix the problem? ❑ Yes ❑ No 2. Check to see if there is Internet connectivity. ❑ Yes ❑ No 3. Check to see if there is ILS connectivity. ❑ Yes ❑ No a. If YES, then reboot the PC. Did this fix the problem? ❑ Yes ❑ No Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 19 ISERVER STOP SIGN CO)n [ [ Vv -J1(-10-. 0 /<\,n, Nr- Mn@ OOOH 9�Lul[ "R700 20 Comprise Technologies, Inc @zo1s|Customer Support: 000-5az*132 CHECK OUT THESE OTHER COMPRISE SOLUTIONS! — SALES: 800-854-6822 A PC or Revenue Management solution from Comprise is an investment in a flexible, expandable Smart web -based architecture. All Comprise' solutions can be leveraged from a single SmartServer linked with your library's ILS or organizations database. All Comprise solutions communicate with leading ILS databases, Microsoft SQL, and integrate seamlessly with each other offering unparalleled flexibility. Smart? Smart$mart �t: Smart- Smart Today you might be interested in access management, but tomorrow you find that you also need a financial management solution. Comprise offers you the flexibility to upgrade and expand with one server that can manage multiple locations from one central location. To purchase these add-on products contact your Comprise Sales Representative at 800-854-6822. PC ACCESS MANAGEMENT SAM Professional is our flagship access management solution. Itis available in two versions to meet the needs and objectives of different library and public service organizations. 100% centralized management, access automation, and privacy protection are core to both versions. Simpler SAM is our hosted version of SAM. It is our entry level access management program that allows smaller organizations to implement the core features of SAM without the overhead of a server or other networking hardware. POINT OF SALE Smart Money Manager is a point of sale solution specifically designed for the library environment. It links with your ILS to clear fines/fees in a single step, as well as handling waives and multiple family member payments. Smart Terminals can be used at your self -check or circulation desk lets patrons make secure card payments for fines/fees or other purchases. Smart Terminals are patron -facing so patrons swipe their own card. SELF-SERVICE SOLUTIONS Smart Kiosk (Pictured Right) enables anyone to make self-service payments and purchases without any staff involvement. They fully automate the handling of bills, coins, and bankcards, and return change for unspent funds. Use them to let patrons or visitors pay for fines, print, copy, or other charges. SmartPAY allows patrons to make fine/fee payments and anyone to make donations to your library over the Internet. It's easy to use, convenient, and runs from your website. Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 21 02015 COMPRISE TECHNOLOGIES, INC 1041 ROUTE 36 WEST PO BOX 425 NAVESINK, N1 07752 SALES: 800-854-6822 CUSTOMER SUPPORT: 800-531-0132 TECHS UPPORT@ COMPRISETECHNOLOGI ES. COM WWW. COMPRISETECHNOL OGI ES. COM 22 Comprise Technologies, Inc © 2015 1 Customer Support: 800-531-0132 EXHIBIT E FEDERAL & STATE TAX EXEMPTION DOCUMENTATION Comprise is required to collect and remit to the appropriate taxing authorities all applicable sales and excise taxes on the goods and or services provided under this Agreement. Attach documentation of the Federal and State tax status of your agency. Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 12 12/17/2015 EXHIBIT F PAYMENT CARD INDUSTRY DATA SECURITY STANDARD AMENDMENT Upon execution by both parties, the License And Service Agreement, (Agreement), by and between Comprise Technologies, Inc, (Comprise) located at 1041 Route 36, PO Box 425, Navesink, New Jersey 07752 and the Licensee listed below is hereby amended as follows: The Parties desire to incorporate into the Agreement a written agreement pursuant to the Payment Card Industry Data Security Standard (PCI DSS) as follows: 1. Comprise represents that the product being purchased by Licensee currently complies with the PCI DSS; 2. Comprise acknowledges that it is obligated to maintain compliance with the PCI DSS; 3. Comprise acknowledges that it is responsible for the security of cardholder data that it possesses by means of its Agreement with Licensee, and that this acknowledgement satisfies Section 12.8 of the PCI DSS requiring the Parties to maintain a written agreement acknowledging that Comprise has responsibility for the security of cardholder data it possesses by means of its Agreement with Licensee; and 4. that a failure by Comprise to knowingly and willfully perform any of its material obligations established pursuant to the Payment Card Industry Data Security Standard constitutes a "material breach" of the Agreement. The Parties also desire that the indemnification provision of the Agreement apply to any failure of Comprise to protect cardholder data from unauthorized disclosure resulting directly from a knowing and willful lack of compliance with the Payment Card Industry Data Security Standard. Accordingly, the Agreement Section, entitled "Comprise' Indemnification of Licensee," is hereby amended to add the following paragraph to the end of the section: "Comprise agrees that it is responsible for the security of cardholder data that it possesses by means of this Agreement, and that the indemnification provision of this section applies to any failure of Comprise to protect cardholder data from unauthorized disclosure resulting directly from a knowing and willful lack of compliance with the Payment Card Industry Data Security Standard. However, the Parties acknowledge that the processing, transmission, and storage of cardholder data cannot be guaranteed to be secure or error -free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or may contain viruses, and that Comprise does not indemnify Licensee from any such loss unless the loss results directly from a knowing and willful lack of compliance with the Payment Card Industry Data Security Standard by Comprise. Entire Addendum; Amendment This Addendum constitutes the entire PCI DSS amendment of the Agreement between the parties and shall supersede and merge all prior and contemporaneous communications, understandings and agreements with respect to the subject matter hereof. COMPRISE TECHNOLOGIES, INC. 1041 Route 36 West PO Box 425 NavesipK, Npw Jersey 07752 By: Print Name: Daniel Curtin Title: President Round Rock Public Library 216 R. Main Street Round Rock, TX 78664 By: Print Name: Title: Date: Date: Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 13 12/17/2015 EXHIBIT G ADDITIONAL PRODUCT ENDORSEMENT Upon execution by both parties, the License And Service Agreement, (Agreement), by and between Comprise Technologies, Inc, (Comprise) located at 1041 Route 36, PO Box 425, Navesink, New Jersey 07752 and the Licensee listed below is hereby amended as follows: Licensee desires to obtain the right to use [Insert Product], which is Comprise proprietary technology and information, in connection with the Licensee's business operations. The purpose of this Endorsement is to license this additional product to Licensee. This additional product shall be defined as capable of performing the functions and consisting of the components on the literature scheduled below and on the attached Cost Proposal, all of which shall be provided by Comprise unless otherwise specified. Literature Title [Insert Product] Cost And Payment Document No. [Insert Product Literature No.] Payment as set forth in the attached Cost Proposal shall be due upon delivery unless otherwise specified herein. Licensee may obtain additional quantities according to the unit costs set forth in the Cost Proposal or a mutually acceptable pro -rata computation of unit costs if not specified. License Licensee is granted a non-exclusive, nontransferable end user license to use this additional product in the normal course of Licensee's business. Licensee is authorized to make copies of the software and any associated documentation provided by Comprise so that Licensee has sufficient copies to support its use of the product. Such use is restricted to Licensee's facilities or the facilities provided to Licensee by Comprise. Other If this additional product can be used to process payments by credit card, debit card, and/or check, this Endorsement must be executed along with a "PAYMENT CARD INDUSTRY DATA SECURITY STANDARD AMENDMENT". Entire Endorsement This Endorsement documents the entire agreement between the parties and shall supersede and merge all prior and contemporaneous communications, understandings and agreements with respect to the subject matter hereof. COMPRISE TECHNOLOGIES, INC. 1041 Route 36 West PO Box 425 Navesink, New Jersey 07752 By: Print Name: Daniel Curtin Title: President [NAME] [ADDRESS] [LOCATION] By: Print Name: Title: Date: Date: Comprise LICENSE AND SERVICE AGREEMENT - Round Rock Public Library 14 12/17/2015 City of Round Rock ROUND ROCK TEXAS Agenda Item Summary Agenda Number: Title: Consider executing an Agreement with Comprise Technologies, Inc. for purchase of a software license and services for a revenue management system for the library. Type: City Manager Item Governing Body: City Manager Approval Agenda Date: 3/11/2016 Dept Director: Michelle Cervantes Cost: Indexes: Attachments: Software Services for Library Revenue Management System 3.11.16 Department: Library Department Text of Legislative File CM -2016-1057 Consider executing an Agreement with Comprise Technologies, Inc. for purchase of a software license and services for a revenue management system for the library. Comprise Technologies will provide two functions for the library. 1) Using Comprise's Smart Pay Online function our patrons will be able to pay fines from anywhere with web access using their credit card. 2) Using Comprise's Smart Terminal Payment System we will provide a point of sale experience that integrates our library's computer system with the cash draw and credit card machines. The credit card readers will be able to process the new chip & PIN cards as well as Apple pay. Staff Approval City of Round Rock Page 1 Printed on 311012016 ROUND ROCK TEXAS ADMINISTRATION DEPARTMENT March 14, 2016 Daniel Curtin, President Comprise Technologies, Inc. 1041 Route 36 West PO Box 425 Navesink, New Jersey 07752 Dear Mr. Curtin: Mayor Alan McGraw Mayor Pro -Tem George White Councilmembers Craig Morgan Frank Leff ingwell Will Peckham Writ Baese Kris Whitfield City Manager Laurie Hadley City Attorney Stephan L. Sheets On March 11, 2016, Laurie Hadley, City Manager, approved the Software License and Services Agreement with Comprise Technologies, Inc. for a revenue management system. Enclosed is one fully executed agreement for your files. If you have any questions, you can call Michelle Cervantes at 512-218-7001. Regards, MoniquLams Assistant to the City Manager Enclosed File: CM -216-1057 CITY OF ROUND ROCK 221 East Main Street, Round Rock, Texas 78664 [P] 512.218.5401 • [F] 512.218.7097 • roundrocictexas.gov