HomeMy WebLinkAbout25-031 - Contract - Versaterm Public Safety US, Inc. - 2025 Public Safety Software Subscription25-031
Council Approval N/A
MASTER SOFTWARE AND SERVICES AGREEMENT
This Master Software and Services Agreement ("MSA") is made effective as of the date of the last
signature set forth on the signature page hereto (the "Effective Date"):
BETWEEN:
City of Tukwila Police Department, WA, (hereafter referred to as "Customer")
—and—
Versaterm Public Safety US, Inc., a corporation incorporated under the laws of the state of
Delaware (hereafter referred to as "Versaterm")
Background
A. Versaterm (including its affiliates) develops, and licenses proprietary software related to
public safety agencies.
B. The parties contemplate that from time -to -time Customer will wish to obtain, and
Versaterm will provide, a license and associated services from Versaterm to permit
Customer to such software and related materials, all of which shall be governed by the
terms and conditions of this MSA.
NOW THEREFORE in consideration of the covenants contained in this MSA, and for other good and
valuable consideration, the receipt and adequacy of which are hereby acknowledged, the Parties
agree as follows:
1. Definitions.
For the purposes of this MSA, each Service Schedule and each Statement of Work, these
terms will have the following meanings:
1.1 "Authorized User" means an employee, consultant, or contractor of Customer
authorized by Customer to access and use the Services on Customer's behalf.
1.2 "Confidential Information" means this Agreement, any Service Schedule, the
Software, Customer Data and all ideas, designs, business models, databases,
drawings, documents, diagrams, formulas, test data, marketing, financial or
personnel data, technology, products, sales information, trade services, know-how
customer orsupplier information, including information provided bysuch customers
or suppliers, or any other information already furnished or to be furnished or made
available byone Partyto the other, whether in oral, written, graphic or electronic form
including any such information exchanged during informational sessions designated
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as confidential, including, without limitation, information concerning a Party's actual
and potential customers and other Intellectual Property Rights of such Party,
provided, however, that Confidential Information shall not include any data or
information: (i) that, at the time of disclosure, is in or, after disclosure, becomes part
of the public domain, through no act or failure on the part of the receiving Party,
whether through breach of this Agreement or otherwise; (ii) that, prior to disclosure
by the disclosing Party, was already in the possession of the receiving Party, as
evidenced by written records kept by the receiving Party in the ordinary course of its
business, or as evidenced by proof of actual prior use by the receiving Party; (iii)
independently, custom developed by the receiving Party, by Persons having no direct
or indirect access to the disclosing Party's Confidential Information provided that the
receiving Party provides clear and convincing evidence of such independent
development; (iv) which, subsequent to disclosure, is obtained from a third Person:
(A) who is lawfully in possession of the such information; (B) who is not in violation of
any contractual, legal, or fiduciary obligation to either Party, as applicable, with
respect to such information; and (C) on a non -confidential basis; or (v) is further
disclosed with the prior written consent of the disclosing Party, but only to the extent
of such consent.
1.3 "CPI" means for Customer located in Canada the consumer price index published
by Statistic Canada on the 1st of the year and for Customer located in the United
States the consumer price index for all urban consumers published by the U.S.
Bureau of Labor Statistics on the 1" if the year.
1.4 "Customer Data" means collectively any data, files, documentation, or other
information: (i) that Customer or any of its Authorized Users may upload to Versaterm
Platform when using the Services; and (ii) processed through the use of the Services,
excluding Third Party Data and any Versaterm Data.
1.5 "Customizations" means all Customer -requested modifications made to the
Software or User Documentation by or for Versaterm in accordance with the terms of
a Service Schedule or Work Order, which shall be at Customer's expense.
1.6 "Enhancements" means any changes or additions to the Software, that improve
functions, add newfunctions, improve performance, or corrects errors bychanges in
system design or coding, including but not limited to changes or additions that are
made to the Software to provide substantial additional value or utility.
1.7 "Fees" means the Subscription Fees, the License Fees, the Maintenance and Support
Fees, the Customization Fees and all other fees and charges charged by Versaterm
under this MSA, any Service Schedule, any SOW, or any other attachment.
1.8 "Go -Live Date" means the date on which the Software is available for production use,
as may be further defined in a Service Schedule or SOW.
1.9 "including" means "including without limitation" and is not to be construed to limit
any general statement which it follows to the specific or similar items or matters
immediately following it.
1.10 "Intellectual Property" means any property, tangible or intangible, that may be
subject to Intellectual Property Rights, including without limitation, ideas, formulae,
algorithms, concepts, techniques, processes, procedures, approaches,
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methodologies, plans, systems, research, information, documentation, data, data
compilations, specifications, requirements, designs, diagrams, programs,
inventions, technologies, software (including its source code), tools, products
knowledge, know-how, including without limitation, trade secrets, and other
materials or things.
1.11 "Intellectual Property Rights" means: (a) anyand all proprietary rights anywhere in the
world provided under: (i) patent law; (ii) copyright law, including moral rights; (iii)
trademark law; (iv) design patent or industrial design law; (v) semiconductor chip or
mask work law; (vi) trade secret law; (vii) privacy law; or (viii) any other statutory
provision or common law principal applicable to this Agreement which may provide
a right in either: (A) Intellectual Property; or (B) the expression or use of Intellectual
Property; and (b) any and all applications, registrations, licenses, sub -licenses,
franchises, agreements or any other evidence of a right in any of the foregoing.
1.12 "License Fees" means the fees charged by Versaterm in respect of the provision of
Software to Customer on an on -premises basis, as further identified in a Service
Schedule.
1.13 "Licensed Materials" means collectively the Versaterm Platform, Software, and the
User Documentation.
1.14 "Maintenance and Support Fees" means the fees charged byVersaterm in respect of
maintenance and support services as further identified in a Service Schedule.
1.15 "Network Aggregator Provider" means a third party service provider that offers
connectivity services to securely link separate networks.
1.16 "Open Source Software Components" means software programs, libraries, or
distributables (commonly known as "public", "open source" or "free" software)
made publicly available by the copyright holders.
1.17 "Party" means either Customer or Versaterm and "Parties" means both.
1.18 "Person" means any individual, company, corporation, partnership, government or
government agency, authority or entity howsoever designated or constituted.
1.19 "Point of Access" means Versaterm's, or its subcontractor's, border router, which is
used to establish connectivity from the Versaterm Platform to Versaterm's, or its
subcontractor's, internet provider, or the public internet.
1.20 "Professional Services" all professional services purchased by Customer in respect
of the Subscription Services or use of Software (if installed on Customer's premises)
, including implementation services, data migration, specialized support, training
services and any other services as further described in a Service Schedule or
Statement of Work.
1.21 "Service Schedule" means the applicable written document, signed by Customer and
Versaterm, which incorporates by reference the terms and conditions of this MSA,
the terms and conditions of Subscription Service or the terms and conditions
regarding use of the Software, any attached SOW, and any other relevant terms and
conditions with respect to Customizations, Professional Services, Implementation or
the provision of other technical services.
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1.22 "Software" means the computer programs owned by Versaterm and which are
licensed to Customer under a Service Schedule, including: (a) all maintenance
modifications (updates and upgrades); (b) Enhancements; (c) Customizations, now
developed or to be developed by or for Versaterm during the Term; and (d) all
formulas, routines, subroutines, algorithms, concepts, techniques, know-how and
ideas implemented or embodied in any of the foregoing, in any form. For the
avoidance of doubt, Software excludes Third Party Components.
1.23 "Statement of Work or SOW" means the applicable written document, signed by
Customer and Versaterm or incorporated as part of Service Schedule, under which
Versaterm may provide Customer additional Professional Services related to the
Software, including training, specialized support and data migration, which shall be
attached to the applicable Service Schedule.
1.24 "Subscription Fee" means the fees charged by Versaterm in respect of the
Subscription Service as further identified in a Service Schedule.
1.25 "Subscription Service" means any combination of the following: (i) limited access
and use rights to the Versaterm Platform on a hosted basis, (ii) hosting services, (iii)
support services, and (iv) any other similar generally applicable services that
Versaterm provides to its customers in accordance with the User Documentation.
For the avoidance of doubt, Subscription Services do not include Professional
Services.
1.26 "Subscription Term" means, with respect to any use of Software or access to
Subscription Service, the subscription period specified on the applicable Service
Schedule or, if no explicit period is indicated in the applicable Service Schedule, a
period of one (1) year starting from the 1 st of the month following the Effective Date;
together with, all renewals thereof effected in accordance with the terms of this
Agreement.
1.27 "Term" means the term set out in Section 3, paragraph (a).
1.28 "Third Party Data" means any data owned by a third party that the Customer
accesses via the Software.
1.29 "Third Party Component' means any components of the Subscription Services
provided by third parties, including Open Source Software Components and third
party proprietary software or services (e.g. Amazon Web Services (AWS)).
1.30 "Third Party Supplier" means any party who provides products and/or services,
including Open Source Software and Third Party Components that contribute to the
overall Software provided to the Customer by Versaterm.
1.31 "User Documentation" means the user manuals, guides, and specifications with
respectto the operation, use, functions, and performance of the Software, as revised
from time to time, and any additional documentation for Customizations produced
by Versaterm, in written or online electronic form.
1.32 "Versaterm Platform" means the Software, Versaterm Server and such devices and
peripherals physically located with the Versaterm Server, including all computer
hardware, software, network elements, and electrical and telecommunications
infrastructure located behind the Point of Access.
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1.33 "Versaterm Server" means that computer server located at Versaterm's premises, or
a third -party provider of hosting and/or network services, that houses the Software.
2. Scope of Agreement
(a) It is the intention of Versaterm and Customer that, where Software and services are to
be provided by Versaterm under this MSA, particular details and terms will be specified
in a Service Schedule. If there is a conflict between a Service Schedule and this MSA,
the Service Schedule will prevail over the conflicting provisions of this MSA to the
extent of the inconsistency but only for the purposes of that Service Schedule. Except
for such conflicts, the provisions of this MSA will not be deemed to be amended,
cancelled, waived, or released by the execution of a Service Schedule.
(b) Each Service Schedule shall contain the following minimum information, to the extent
the same is applicable:
i. the express incorporation of this MSA by reference;
ii. a list and description of the applicable Software;
iii. Subscription Term;
iv. Customizations and custom application programming interfaces ("APIs") if any, to
the Software and the terms and conditions upon which same will be provided;
v. the Fees, including onboarding fees, escrow agreement fees and implementation
fees, as applicable;
vi. the License Fee or Subscription Fee for the Software;
vii. the Maintenance and Support Fee;
viii. the site(s) at which the Software are permitted to be installed if Software is installed
on Customer's premises;
ix. the project schedule (which may include project implementation dates, installation
dates, training session dates) for the Software;
x. training, if applicable;
xi. any other terms relating to the maintenance, enhancement or support of the
Software; and
xii. any special terms and conditions agreed upon by Versaterm and Customer.
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3. Effective Dates.
(a) This MSA shall have an initial term of one (1) year from the Effective Date (the "Initial
Term"), unless earlier terminated in accordance with the provisions under Section 19,
and shall automatically renew for consecutive additional one (1) year terms (each a
"Renewal Term"), unless either Party provides a written termination notice to the other
Party at least sixty (60) days prior to the expiration of the Initial Term or the then -current
Renewal Term, as applicable. The Initial Term and Renewal Terms, if any, are
collectively referred to herein as the "Term". Notwithstanding any termination or
expiration of this MSA, the MSA shall continue to be in effect until the termination or
expiration of the last effective Service Schedule.
(b) Each Service Schedule will be effective from the date set out in such Service Schedule
and for the term specified in that Service Schedule.
(c) Upon expiration of each Subscription Term, unless otherwise specified in the
applicable Service Schedule, all rights to access and use or the license to use Licensed
Materials, as applicable, granted under such Service Schedule and this MSA shall
automatically be renewed for additional one (1) year periods, and Versaterm will invoice
Customer at the then -current subscription -based price for such additional
Subscription Term year at Versaterm's then -current rates, subject to the cap set forth
in Section 8(g) (or such other rates mutually agreed by the Parties), unless a Party
provides written notice to the other Party to terminate at least sixty (60) days prior to the
expiration of the Subscription Term or any renewal term.
4. License
(a) Customer shall have the right to access and use or install and use the Licensed
Materials solely as expressly granted or otherwise set forth in this MSA and the applicable
Service Schedule.
(b) Customer shall not:
(i) use, reproduce, display, perform or otherwise exploit the Software except as
expressly authorized in this MSA or in a Service Schedule;
(ii) copy any of the Software or User Documentation except as reasonably necessary
to use the Software for its internal use as authorized herein or in a Service Schedule,
and in all cases subject to the confidentiality provisions hereof, and provided that all
copyright notices and any other proprietary notices are included;
(iii) assign this MSA or transfer, lease, export or grant a sublicence of the Software or
the license contained in this MSAto any Person except as expressly authorized herein
or in a Service Schedule;
(iv) decompile, disassemble, reverse engineer, or otherwise access or attempt to
gain access to the Software's source code;
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(v) give any Person other than its employees, consultants, contractors and/or clients
of Customer or other individuals listed pursuant to a Service Schedule access to the
Software or;
(vi) rent or lend, with or without charge, any system which includes the Software to
any Person including clients and customers;
(vii)operate at any time on a regular or irregular basis an online or offline customer
service bureau involving the Software;
(viii) permit (and Customer shall take all necessary precautions to prevent) third
parties (including, any parties affiliated or related to Customer) to use the Software in
anyway that would constitute a breach of this MSA or any Service Schedule;
(ix) use any APIs, other than the APIs expressly authorized for use by Versaterm, with
the Software or use any authorized APIs in a manner that is not permitted or published
by Versaterm;
(x) remove or modify any proprietary marking or restrictive legends placed on the
Licensed Materials;
(xi) use any device, software, or routine to interfere with the proper working of the
Software or to bypass any security features of the Software; or
(xii) introduce into the Versaterm Platform any viruses, worms, defects, trojan
horses, malware, or any items of a destructive nature,
(c) Customer shall be solely and exclusively responsible for the supervision,
management, and control of Customer's and each of its Authorized User's use of the
Licensed Materials and shall require each Authorized User to maintain all passwords and
other access credentials with respect thereto.
5. Customer's Obligations
(a) Where the Software will require access and use of the Versaterm Platform, Versaterm
shall operate and maintain the Versaterm Platform in accordance with the applicable
Service Schedule. Access to the Versaterm Platform may be through a secure
connection with the public internet or using a Network Aggregator Provider. Customer
acknowledges and agrees that Versaterm is not responsible or liable for any
communication over the public internet, or for the Network Aggregator Provider's
network or its operation or the Network Aggregator Provider's network's failure to
deliver communication to and from the Versaterm Platform on a timely basis.
(b) Customer shall be fully responsible for the acts and omissions of all Persons that are
authorized or otherwise allowed, by Customer, to use or have access to the Software
and User Documentation.
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(c) Customer agrees to co-operate with and advise Versaterm of all information which
would be reasonably required to permit Versaterm to deliver and, if applicable, install
the Software. Customer shall respond promptly to any Versaterm request to provide
information, approvals, authorizations or decisions that are reasonably necessary for
Versaterm to provide the Software.
(d) Subject to the terms and conditions of this MSA, each Service Schedule, and if
applicable, each SOW, Customer shall provide Versaterm with all reasonable access,
which may include remote access, to Customer's systems and premises for the
purpose of Versaterm performing its obligations pursuant to this MSA, and the failure
of Customer to provide such access shall relieve Versaterm of its obligation to perform
such obligations.
(e) Customer shall notify Versaterm immediately of any actual or suspected unauthorized
use of its passwords or API keys for the Versaterm Platform.
6. Ownership
(a) Customer acknowledges and agrees that all rights, title and interests in and to the
Licensed Materials, including all Intellectual Property embodied therein, are and shall
at all times remain the exclusive property of Versaterm and that, except as expressly
set forth herein, no rights, title or interests, including any license, is granted to
Customer hereunder by implication, estoppel, or otherwise of any kind whatsoever in
or to the Licensed Materials or any portion thereof, except, in each case, for the rights
and licenses expressly granted to Customer herein,. Customer further acknowledges
and agrees that all Third Party Components are and shall at all times remain the
property of the applicable Third Party Suppliers.
(b) Customer shall not remove any Versaterm trademark, service mark or logo, or any
proprietary notices or labels (including any copyright or trademark notices) from the
Service.
(c) If Customer provides any feedback, comments, suggestions, ideas, descriptions of
processes, or other information to Versaterm about or in connection with any Licensed
Materials, including any ideas, concepts, know-how or techniques contained therein
(collectively, "Feedback"), then Customer hereby grants Versaterm and its affiliates a
worldwide, fully paid-up, royalty -free, non-exclusive, perpetual and irrevocable
license to use, copy, modify and otherwise exploit the Feedback for any purpose,
without any compensation to Customer or any restriction or obligation on account of
Intellectual Property Rights or otherwise. Without limiting the generality of the
foregoing, nothing in this MSA limits Versaterm's right to independently use, develop,
evaluate, or market products, whether incorporating Feedback or otherwise.
7. Customer Data and Hosting Provider
(a) Customer hereby grants to Versaterm a limited, non-exclusive, non -transferable,
royalty -free right to use, reproduce, manipulate, display, transmit and distribute the
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Customer Data solely in connection with providing the Licensed Materials to Customer,
and improving and developing the Licensed Materials. In addition, Versaterm may
analyze Customer Data, and data of other customers, to create aggregated or
anonymized statistics or data that do not identify Customer or any individual, and
Versaterm may during and after the Term use and disclose such statistics or data in its
discretion. Except as specified otherwise in the Agreement, Customer shall be solely
responsible for providing, updating, uploading and maintaining all Customer Data.
(b) Customer acknowledges and agrees that Versaterm: (i) will not be responsible for the
accuracy, completeness or adequacy of any Customer Data or the results generated
from any Customer Data uploaded to the Versaterm Platform and processed by the
Software; (ii) has no control over any Customer Data or the results therefrom; (iii) does
not purport to monitor Customer Data; and (iv) if Software is installed on Customer
premises, shall not be responsible to back up or maintain any back up of the Customer
Data or any portion thereof.
(c) Versaterm may change its third party hosting provider ("Hosting Provider") at anytime.
Customer's use of the Licensed Materials is subject to any applicable restrictions
imposed by the Hosting Provider. Notwithstanding any other provision of this MSA,
Versaterm shall not be liable for any problems, failures, defects or errors with the
Licensed Materials to the extent caused by the Hosting Provider. Customer
acknowledges that the Fees payable for the Licensed Materials reflect the fact that
Versaterm is not responsible for the acts and omissions of the Hosting Provider.
8. Fees and Payment Terms
(a) All Fees applicable to a Service Schedule will be specified therein. All amounts
invoiced and due in accordance with the payment terms of the applicable Service
Schedule shall be paid by Customer within thirty (30) days of the date of an invoice for
such amounts.
(b) Any additional services, such as Professional Services or Customizations, requested
by Customer shall be subject to additional Fees, unless otherwise agreed to in writing
by the Parties.
(c) All invoices under a Service Schedule will be in writing, reasonably substantiate the
charges set out therein and will be emailed byVersaterm to Customer at email address
specified in the applicable Service Schedule or may be submitted through an
alternative electronic platform as agreed to between the Parties (i.e.: Customer's
portal) as identified in the applicable Service Schedule.
(d) Where Customer fails to pay any amount in accordance with paragraph (a) above,
Versaterm shall have the right, in addition to any other remedies, to charge, and
Customer shall pay, interest on such overdue amounts at the rate of one and a half per
cent (1.5%) per month (18% per annum), or, if less, the maximum rate of interest
allowed by law.
September 2024 — v404O92024 Page 9 of 22
(e) In all cases, all undisputed amounts due under this Agreement will be paid by
Customer in full without any withholding, set-off, counterclaim or deduction.
(f) If, acting in good faith, Customer disputes any item within an invoice, it shall raise such
dispute by written notice to Versaterm prior to the date that payment on such invoice
is due, and the Parties shall negotiate in good faith to attempt to resolve the dispute
promptly. If the dispute is not resolved within thirty (30) days of the said notice being
given, the dispute shall be resolved in accordance with Section 33. Any amounts not
disputed in accordance with this section shall be deemed accepted and must be paid
by Customer in accordance with paragraph (a).
(g) Versaterm reserves the right to increase the fees on an annual basis, as identified in a
Service Schedule, by no more than CPI + 4%. Notwithstanding the foregoing,
Versaterm may increase fees beyond the cap of CPI + 4% for Third Party Components.
9. Taxes.
In addition to all charges under a Service Schedule, Customer shall pay to Versaterm all
taxes, duties, and other such assessments or charges which may be assessed, levied, or
imposed with respect to any Software, services or products provided under a Service
Schedule, except taxes based on Versaterm's income and capital. The foregoing provision
includes sales, use, service, excise and personal property taxes, whether collected or
withheld by Versaterm or otherwise assessed, and any penalty and interest payments
related to the foregoing (which penalty and interest payments are not due to any fault on
the part of Versaterm) but does not include taxes for which Customer is exempt by law and
for which Customer has provided to Versaterm a bona fide tax exemption certificate prior
to such tax becoming due.
10. Confidentiality
(a) Each Party acknowledges that all Confidential Information consists of confidential and
proprietary information. Except as required by law, each Party shall hold Confidential
Information of the other Party in trust and confidence for and on behalf of such other
Party, and shall take commercially reasonable measures to maintain the
confidentiality of the Confidential Information, which measures shall in any event be
no less than what such Party would implement to protect its own Confidential
Information of a similar nature or value. Each Party agrees not to make use of
Confidential Information otherthan to the extent necessaryforthe exercise of rights or
the performance of obligations under this MSA or any Service Schedule, and not to
release, disclose, communicate or otherwise make it available to anythird-party other
than officers, directors, employees, consultants and contractors of Versaterm or
Customer, as applicable, who reasonably need to know it in connection with the
exercise of rights or the performance of obligations under this MSA or any Service
Schedule.
(b) Each Party agrees that any breach of this Section 10 ("Confidentiality") may give rise to
irreparable damage to the other Party, the injury to the other Party from any such
September 2024 — v404O92024 Page 10 of 22
breach would bed ifficu It to calculate, and that money damages would therefore bean
inadequate remedy for such breach. Each Party agrees that the other Party will be
entitled, in addition to all other remedies that the other Party may have underthis MSA,
at law or in equity, and without showing or proving any actual damage sustained by it,
to a permanent or temporary injunction or other order to restrain any breach,
threatened breach or the continuation of any breach of this Section 10.
(c) Upon the termination or expiration of each Service Schedule, each Party will return to
the other Party all Confidential Information with respect to such Service Schedule
which is then in its possession or control. Upon the termination of this MSA, each Party
will return to the other Party all Confidential Information of such other Party which is
then in its possession or control.
(d) Notwithstanding the above, Versaterm reserves the right to retain Customer Data on
audit logs and server system logs and in support tickets, support requests, and direct
communications with Versaterm, saved as part of routine back-ups or as otherwise
may be required by law.
11. Representations and Warranties of Versaterm.
Versaterm represents and warrants as follows:
(a) Versaterm has the power and the capacity to enter into, and to perform its obligations
under this MSA. This MSA and each of the agreements, contracts and instruments
required by this MSA to be delivered by Versaterm have been duly authorized by
Versaterm. This MSA has been duly executed and delivered by Versaterm and is a valid
and binding obligation of Versaterm, enforceable in accordance with its terms;
(b) neither the entering into of this MSA, nor the performance by Versaterm of any of its
obligations under this MSAwill contravene, breach, or result in any default under any
organizational documents of Versaterm or under any agreement to which Versaterm is
a party or bywhich Versaterm is otherwise bound; and
(c) Versaterm will use commercially reasonable efforts to ensure that all Software
delivered to Customer is, atthe time of shipment, free of any known computer software
viruses.
12. Representations and Warranties of Customer. Customer represents, warrants, and
covenants, as follows:
(a) Customer has the corporate power and the capacity to enter into, and to perform its
obligations under this MSA. This MSA and each of the agreements, contracts and
instruments required by this MSA to be delivered by Customer have been duly
authorized by Customer. This MSA has been duly executed and delivered by the
Customer and is a valid and binding obligation of the Customer, enforceable in
accordance with its terms; and
September 2024 — v404O92024 Page 11 of 22
(b) neither the entering into of this MSA, nor the performance by Customer of any of its
obligations under this MSA will contravene, breach, or result in a default under the
articles, by-laws, constating documents or other organizational documents of
Customer or under an agreement to which the Customer is a party or by which
Customer is otherwise bound.
13. Versaterm's Indemnity
(a) Versaterm will defend at its own expense any claim, proceeding or suit (for purposes
of this Section 13, a "Claim") brought against Customer to the extent such Claim
alleges that any Licensed Materials provided under a Service Schedule infringes a
proprietary right of a third -party which is enforceable within Canada or the United
States, and will indemnify and pay all damages finally awarded against Customer by
courts of competent jurisdiction on account of such infringement together with all
reasonable costs and expenses (including reasonable legal fees as determined by
courts of competent jurisdiction) incurred by Customer as a direct result of such
Claim, provided Versaterm is given: (i) prompt written notice, however, no later than
ten (10) days, of the Claim; (ii) all reasonable information and assistance which it may
require to defend the Claim; (iii) sole control of the defense of the Claim, and all
negotiations for its settlement or compromise; and provided further: (iv) that the
alleged infringement does not result from any alterations, modifications or
enhancements to the Software or Documentation made by Customer or on its behalf
by a third -party, or the use or operation of the Licensed Materials in combination with
other software, products, data, apparatus or equipment not provided by Versaterm.
(b) Notwithstanding anything to the contrary in this MSA or any Service Schedule,
Versaterm shall not be responsible for any cost, expense or compromise incurred or
made by Customer in respect of a Claim without Versaterm's express prior written
consent.
(c) If any Claim has occurred, or in Versaterm's opinion is likely to occur, Versaterm may,
at its option and expense:
(i) procure for Customer the right to continue using the applicable Licensed
Materials;
(ii) replace or modify the same so that it becomes non -infringing without loss of
material functionality; or
(iii) if none of the foregoing alternatives is reasonably available, or available on
commercially reasonable terms, at Versaterm's discretion, discontinue the
Service and use of the Software and refund to Customer any pre -paid and
unused portion of the Fees paid by Customer in respect of use of the Software
for the remainder of the then -current portion of the Term.
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(d) Notwithstanding the above Versaterm shall have no obligation for any Claim based
upon Third Party Components, which are warranted solely bythe individual Third Party
Supplier.
(e) This Section 13 states the entire obligations of Versaterm with respect to any
infringement of any Intellectual Property Rights of anythird party.
14. Customer's Indemnity
Customer shall defend at its own expense any Claim brought against Versaterm, its
affiliates or anyof their respective directors, officers, employees, consultants, contractors
or agents (each, a "Versaterm Indemnitee"), to the extent such Claim: (i) alleges, directly or
indirectly, that any Customer Data infringes any Canadian or U.S. Intellectual Property
Right of a third person; or (ii) is in relation to Customer's use of the Software, including
contrary to applicable law, except however to the extent Versaterm is obligated to
indemnify Customer pursuant to Section 13; provided that Customer is given:
i. prompt written notice of the Claim or of any allegations or circumstances known to
Versaterm which could result in a Claim;
ii. all reasonable information and assistance from Versaterm, at Customer's expense,
which Customer may require to defend the Claim; and
iii. sole control of the defense of the Claim, and all negotiations for its settlement or
compromise thereof; provided that Versaterm's express prior written consent shall
be required for any such settlement or compromise that (A) does not fully and
irrevocably release all Versaterm Indemnitees from any liability of any kind a full
release with respect thereto, (B) limits in any manner Versaterm's right to use,
distribute or commercialize any Licensed Materials, or (C) that includes any
admission of wrongdoing by or creates or is reasonably likely to create any
reputational harm to any Versaterm Indemnitee.
15. Exclusion of Other Warranties and Conditions
(a) EXCEPTAS EXPRESSLY STATED IN THIS MSA, ANY SERVICE SCHEDULE, OR ANY SOW,
THE LICENSED MATERIALS, THIRD PARTY COMPONENTS OR ANY SERVICES
PROVIDED HEREUNDER, ANY SERVICE SCHEDULE OR ANY SOW ARE PROVIDED ON
AN "AS IS", "WHERE -IS" AND "AS AVAILABLE" BASIS, WITHOUT ANY WARRANTY OF
ANY KIND. THE REPRESENTATIONS AND WARRANTIES GIVEN BY VERSATERM IN
SECTION 11 ARE IN LIEU OF ALL OTHER REPRESENTATIONS, WARRANTIES OR
CONDITIONS, WHETHER EXPRESS OR IMPLIED, IN RELATION TO ANY LICENSED
MATERIALS, THIRD PARTY COMPONENTS OR SERVICES PROVIDED UNDER THIS MSA,
ANY SERVICE SCHEDULE OR ANY SOW, INCLUDING ANY IMPLIED WARRANTIES OR
CONDITIONS OF MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE,
TITLE OR NON -INFRINGEMENT AND THOSE ARISING BY STATUTE OR OTHERWISE IN
LAW, OR FROM A COURSE OF DEALING OR USAGE OF TRADE. VERSATERM HEREBY
DISCLAIMS ALL LIABILITY AND RESPONSIBILITY FOR ANY THIRD PARTY
September 2024 — v404092024 Page 13 of 22
COMPONENTS OR THE ACTS OR OMISSIONS (INCLUDING WITH RESPECT TO THE
PROVISION OFANY SERVICES) OFANYTHIRD PARTY SUPPLIER.
(b) CUSTOMER EXPRESSLY ACKNOWLEDGES AND AGREES THAT THE USE AND
OPERATION OF ANY SOFTWARE OR THIRD PARTY COMPONENTS, AND THE RESULTS
OBTAINED FROM SUCH USE AND OPERATION, ARE AT THE SOLE AND EXCLUSIVE
RISK OF CUSTOMER AND THAT VERSATERM ASSUMES NO LIABILITY OR
RESPONSIBILITY WITH RESPECT TO ANY RELIANCE UPON THE RESULTS OBTAINED
BY CUSTOMER OR ANY TH I R D -PARTY.
16. Exclusion of Indirect Damages.
UNDER NO CIRCUMSTANCES WILL VERSATERM BE LIABLE FOR ANY OFTHE FOLLOWING
UNDER THIS AGREEMENT FOR ANY REASON: (A) SPECIAL, INDIRECT, CONSEQUENTIAL,
INCIDENTAL, PUNITIVE OR EXEMPLARY DAMAGES OF ANY KIND, INCLUDING WITH
RESPECT TO LOSS OF PROFITS, REVENUES, CUSTOMERS OR CONTRACTS, LOSS OF USE
OF EQUIPMENT, LOSS OF OR DAMAGE TO DATA OR CUSTOMER RECORDS,
REPUTATIONAL HARM, OPERATIONAL OR SERVICE INTERUPTIONS, BUSINESS
INTERRUPTION, OR LACK OF AVAILABILITY OF CUSTOMER MATERIALS OR FACILITIES,
INCLUDING CUSTOMER'S COMPUTER RESOURCES, SOFTWARE AND ANY STORED DATA
(INCLUDING CUSTOMER DATA) OR RECORDS; OR (B)ANYTHIRD-PARTY CLAIMS AGAINST
CUSTOMER FOR LOSSES OR DAMAGES (EXCEPT AS EXPRESSLY PROVIDED IN SECTION
13), IN EACH CASE, EVEN IF ADVISED OF THE POSSIBILITY OF SAME OR EVEN IF SAME
WERE REASONABLY FORESEEABLE.
17. Limitation of Direct Damages.
THE TOTALAGGREGATE LIABILITY OF VERSATERM UNDER THIS AGREEMENT IS LIMITED TO
THE AMOUNT CUSTOMER PAID VERSATERM FOR THE SERVICES PURSUANT TO WHICH
SUCH LIABILITY AROSE OR IS ASSOCIATED DURING THE TWELVE (12) MONTH PERIOD
IMMEDIATELY PRECEDING THE DATE ON WHICH THE CLAIM GIVING RISETO THE LIABILITY
AROSE. NOTWITHSTANDING THE FOREGOING, THE LIMITATIONS OF LIABILITY SET FORTH
IN THIS SECTION SHALL NOT APPLY TO DAMAGES ARISING FROM VERSATERM'S GROSS
NEGLIGENCE OR WILLFUL MISCONDUCT.
18. Insurance.
Versaterm shall secure and maintain insurance coverage throughout the MSA and any
Service Schedule in amounts that it deems reasonable in its sole discretion.
19. Termination.
In addition to any other rights or remedies hereunder:
(a) Versaterm reserves the right to terminate this MSA or any Service Schedule for
convenience by providing thirty (30) days written notice to the Customer;
September 2024 — v404092024 Page 14 of 22
(b) Versaterm may terminate this MSA and/or any Service Schedule at any time on giving
Customer notice in writing if: (i) Customer infringes any copyright or other Intellectual
Property Right or other industrial or proprietary right of Versaterm; (ii) in Versaterm's
reasonable judgment, Customer's use of the Software poses a security risk to the
Software or any third party; (iii) Customer fails to pay in full any sum owed by it under
this MSA or Service Schedule within thirty (30) days of the due date therefor; or (iv)
Customer fails to observe or perform any other material obligation or covenant
required to be observed or performed by it under this MSA or Service Schedule, and
solely in the case of (iv) above, such failure continues for a period of thirty (30) days
after delivery of written notice by Versaterm to Customer requiring Customer to cure
such failure.
(c) In the event Customer becomes unable to pay future amounts due under any Service
Schedule or SOW due to a material reduction in or cancellation of public funding,
Customer may terminate the applicable Service Schedule or SOW upon thirty (30)
days' written notice to Versaterm, and Versaterm shall be entitled to retain any
advance payments made by Customer to Versaterm.
(d) Subject to applicable law, Customer mayterminate this MSA immediately upon giving
written notice to Versaterm if Versaterm: (i) makes any general assignment for the
benefit of creditors or otherwise enters into any composition or arrangement with its
creditors; (ii) is unable to pay its debts as they mature; (iii) has a receiver and/or
manager appointed over its assets or an application is made to do so; (iv) becomes
bankrupt or insolvent or commits an act of bankruptcy or (v) Versaterm fails to observe
or perform any other material obligation or covenant required to be observed or
performed by it underthis MSAor Service Schedule, and solely in the case of (v) above,
such failure continues for a period of thirty (30) days after delivery of written notice by
Versaterm to Customer requiring Customer to cure such failure.
20. Orderly Termination
(a) Upon any termination or other expiration of a Service Schedule or SOW or this MSA,
each Party shall forthwith return to the other Party all Confidential Information,
documentation, papers, material, and other property of the other Party in its
possession or control.
(b) In addition to the obligations in Section 20(a) above, upon termination of a Service
Schedule or upon expiration of the License Term for Software which is not renewed in
accordance with the Service Schedule, Customer shall:
(i) immediately discontinue use of the Licensed Materials;
(ii) ensure that all Persons using the Licensed Materials pursuant to this MSA cease
all use thereof;
September 2024 — v404092024 Page 15 of 22
(iii) promptly (and in any event within five (5) days) return to Versaterm all copies of
the Licensed Materials in its (or any Authorized Users' or other Persons' to whom
it provided access to any Licensed Materials) possession or control;
(iv) permanently erase all Licensed Materials, in whole or in part, from all computer
systems, storage devices and other electronic recording systems in Customer's
possession or control and cause each Authorized User and each other Person to
whom it provided access to any Licensed Materials to do the same;
(v) deliver within thirty (30) calendar days of such termination or expiration a
certificate certifying that Customer and all such Persons to whom Customer has
provided access to any Licensed Materials have complied with the terms of this
Section 20(b), as applicable; and
(vi) pay Versaterm the full amount of any charges outstanding, including for any
Professional Services performed, as of the date of termination, if any, whether
invoiced or not (including any amounts due as late payment charges), and all
other monies owing to Versaterm.
21. Suspension
If Customer has materially violated the MSA or any Service Schedule, including failure to
pay any Fees or any portion thereof when due (other than invoiced amounts disputed in
good faith pursuant to Section 8(f)), Versaterm may immediately suspend Customer's and
each of its Authorized Users' right to access or use any Licensed Materials (including
access to the Versaterm Platform) or receive any Services.
22. Relationship
This MSA and each Service Schedule and SOW are agreements between separate legal
entities and neither Party is the agent, employee, or partner of the other for any purpose
whatsoever. The Parties do not intend to create a partnership or joint venture between
themselves. Neither Party shall have the rightto bind the other to any Service Schedule with
a third -party or to incur any obligation or liability on behalf of the other Party.
23. Notices.
Unless specified otherwise in a Service Schedule, all notices, requests, demands and other
communications under this MSA and each Service Schedule shall be in writing and shall
only be duly given:
(a) on the date of sending if sent by email to the email address indicated in Section 23(b);
or
(b) on the third business day after posting if sent, during normal postal conditions, by
registered or certified mail to the Party for which it is intended and addressed as
follows:
September 2024 — v404092024 Page 16 of 22
To Versaterm at:
Versaterm Public Safety US, Inc
1 North MacDonald, Suite 500
Mesa, Arizona, USA
85201
Attention: Legal Department
E-mail: legal(@versaterm.com
With copy to:
Versaterm Public Safety Inc.
1331 Clyde Avenue, Suite 400
Ottawa, Ontario, Canada
K2C 3G4
24. Waiver.
To Customer at:
City of Tukwila
6200 Southcenter Boulevard
Tukwila, Washington, USA
98188
tait:
ntion: Phi Huynh
p.huynh@tukwilawa.gov
Anywaiver of, or consent to depart from, the requirements of any provision of this MSA or a
Service Schedule or SOW shall be effective only if it is in writing and signed by the Party
giving it, and only in the specific instance and for the specific purpose for which it has been
given. No failure on the part of any Party to exercise, and no delay in exercising, any right
under this MSA shall operate as a waiver of such right. No single or partial exercise of any
such right shall preclude any other or further exercise of such right or the exercise of any
other right. No amendment or variation to this MSA shall be effective unless signed in
writing by both Parties.
25. Assignment.
Customer may not assign any rights or benefits under this MSA (including any Service
Schedules or SOWs), in whole or in part, to any Person without the express prior written
consent of Versaterm. Versaterm may assign its rights and benefits under this this MSA
(including any Service Schedules or SOWs) to any Person by providing written notice to the
Customer and may contract with any other Person to perform its obligations under this MSA
(including any Service Schedules or SOWs) without obtaining Customer's consent to any
such contract. Notwithstanding the foregoing, Versaterm may assign its rights and benefits
under this MSA (including any Service Schedules or SOWs) to any Person without providing
written notice to the Customer if such assignment is due to a corporate restructure, merger,
or acquisition.
26. Force Majeure.
Except as expressly provided otherwise in a Service Schedule, dates and times by which
Versaterm or Customer is required to render performance (other than dates and times for
payment of money) under a Service Schedule or SOW shall be postponed automatically to
September 2024 — v404092024 Page 17 of 22
the extent and for the period of time that Versaterm or Customer, as the case may be, is
prevented from meeting them by reason of any causes beyond its reasonable control,
provided the Party prevented from rendering performance notifies the other Party promptly
and in detail of the commencement and nature of such a cause, and provided further that
such Party uses its commercially reasonable efforts to render performance in a timely
manner utilizing to such end all resources reasonably required in the circumstances,
including obtaining supplies or services from other sources if same are reasonably
available.
27. Severability.
If any provision of this MSA or any Service Schedule or SOW is determined to be invalid or
unenforceable by a court of competent jurisdiction from which no further appeal lies or is
taken, that provision shall be deemed to be severed herefrom, and the remaining provisions
of this MSA, Service Schedule or SOW shall not be affected thereby and shall remain valid
and enforceable.
28. Survival.
All obligations accrued to the date of termination as well as the Sections of this MSA listed
below shall survive the termination of this MSA and any Service Schedule or SOW made
pursuant to this MSA for as long as necessary to permit their full discharge: 1, 4(b), 6, 8, 9,
10, 13, 14, 15, 16, 17, 20, 22, 23, 24, 25, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 41
and 42.
29. Headings
Section headings used in this MSA or any Service Schedules or SOWs are for convenience
of reference only and shall not be construed as defining, limiting, or describing the scope
or intent of this MSA or of the Service Schedule or SOW, as applicable.
30. Currency
Unless otherwise specified, all references to monetary amounts, including the symbol
are in respect of United States Dollars.
31. Benefits
This MSA and any Service Schedule or SOW made pursuant to this MSA shall be binding
upon and enure to the benefit of the Parties and their respective successors and
permitted assigns.
32. Interpretation
In this MSA and each Service Schedule, words in the singular number include the plural and
vice versa; words in the masculine gender include the feminine and neutral genders.
September 2024 — v404092024 Page 18 of 22
33. Good Faith Discussions
Prior to the commencement of any legal proceeding under this MSA or any Service Schedule
or SOW, all claims must be raised for good faith discussion between authorized
representatives of both Parties with authority to resolve the dispute. Should the claims not
be resolved within thirty (30) days of the date of the first request such discussion, each Party
shall be free to pursue its legal remedies pursuant to the terms of this MSA.
34. Amendments.
None of this MSA, and Service Schedule or any SOW shall be changed or amended except
in writing by an amendment executed by authorized representatives of each Party.
35. Governing Law.
This MSA, each Service Schedule and each SOW as well as any matters relating to this MSA,
any Service Schedule or any SOW, shall be construed and governed by and in accordance
with the laws of the State of Washington and the applicable federal laws of the United
States (excluding any conflict of laws rule or principals that might refer such construction
to the laws of another jurisdiction).).
36. Entire Agreement.
(a) This MSA, together with each Service Schedule and SOW and all schedules
attachments and exhibits hereto and thereto, constitutes the entire agreement
between the Parties with respect to the subject matter hereof. All prior agreements,
negotiations, undertakings, and discussions, whether oral or written, are superseded
by this MSA and there are no warranties, representations, or covenants between the
Parties in connection with this MSA, except as specifically set forth or referred to in this
MSA.
(b) Each Party acknowledges that it has not been induced to enter into this MSA or any
Service Schedule by any representations, warranties or covenants not expressly stated
herein or therein.
(c) The Parties agree that any terms or conditions set forth in a purchase order,
acknowledgement or any other document or response issued by Customer shall not
apply to this MSA or any Service Schedule or SOW shall be deemed automatically
rejected by Versaterm without need of anyfurther or additional notice of rejection and
void and of no effect.
37. Consultants and Agents.
Customer shall ensure that its employees, consultants, contractors and agents comply
with the terms and conditions of this MSA and any Service Schedule or SOW to the extent
that such Persons are entitled or obligated under the terms hereof or thereof to exercise
September 2024 — v404092024 Page 19 of 22
any rights or perform any obligations hereunder or thereunder. Customer shall be
responsible for the actions of all such employees, consultants, contractors and agents.
38. Hosting Provider. Versaterm may change its third party hosting provider ("Hosting Provider")
at any time. Customer's use of the Licensed Materials is subject to any applicable
restrictions imposed by the Hosting Provider. Notwithstanding any other provision of this
MSA, Versaterm shall not be liable for any problems, failures, defects or errors with the
Licensed Materials to the extent caused by the Hosting Provider. Customer acknowledges
that the Fees payable for the Licensed Materials reflect the fact that Versaterm is not
responsible for the acts and omissions of the Hosting Provider.
39. Language.
The Parties have expressly required that this MSA and all documents and notices relating
hereto be drafted in English. Les parties aux presentes ont expressement exige que la
presente convention et tous les documents et avis qui y sont afferents soient rediges en
anglais.
40. Publicity/Press Releases.
Versaterm may reference the existence of this MSA and the business relationship between
the Parties for the purposes of: (a) issuing press releases to announce the beginning or
continuation, as applicable, of the business relationship between the Parties; or (b)
referencing Customer as a customer of Versaterm including in Versaterm's customer list
and other marketing materials.
41. Counterparts.
This MSA, any Service Schedule and any SOW or part thereof or attachment thereto maybe
executed in any number of counterparts and by exchange of signature pages by electronic
mail or by any other electronic means. Each executed counterpart will be deemed to bean
original. All executed counterparts taken together will constitute one agreement. The
execution of this MSA, any Service Schedule or SOW by electronic mail or by any other
electronic means shall be deemed to constitute effective execution of this Agreement as to
the parties hereto. Such electronic signatures may be used by the parties in lieu of the
original signature page[s] of this MSA, any Service Schedule or SOW for any and all
purposes.
42. United Nations.
Pursuant to Article 6 of the United Nations convention on contracts for the International
Sale of Goods ("UN Convention"), the Parties agree that the UN Convention shall not apply
to this MSA.
September 2024 — v404092024 Page 20 of 22
43. Extending pricing
Subject to Versaterm's discretion, Customer may extend pricing, terms and conditions of
this Agreement to other governmental entities that have signed an intergovernmental
agreement with the Customer to be system users.
[remainder of page left intentionally blank]
September 2024 — v404O92024 Page 21 of 22
The Parties, through their duly authorized representatives, hereby agree to this Agreement as
of the Effective Date.
Agreed to on behalf of:
City of Tukwila
Ej
al Signed by:
By: btMaS BtiLG(,t 0�
Name: Thomas McLeod
Title: Mayor
Date: 1/29/2025 1 9:46 AM PST
Agreed to on behalf of:
Versaterm Public Safety US, Inc.
DocuSign�
ed by:
BY:
a s"y,
_—
Adam Schwartz
Name:
Title: chief Revenue officer
Date: 1/27/2025 1 1:25 PM PST
September 2024 — v404O92024 Page 22 of 22
Service Schedule - SPIDR Products
This Service Schedule No. 1 is entered into as of the date of the last signature set forth on the
signature page by and between Versaterm Public Safety US, Inc. ("Versaterm") and the City of
Tukwila Police Department, WA ("Customer") and is deemed to be incorporated into that certain
Master Software and Services Agreement ("MSA") dated by and between Versaterm
and Customer ("Agreement"). The terms and conditions that are specific to this Service Schedule are
set forth herein. In the event of a conflict between the provisions of this Service Schedule and the
MSA, the provisions of Section 2 a) of the MSA shall control such conflict. Capitalized terms herein
will have the meanings set forth in the MSA, or the "Definitions" as further defined below.
1. Service Schedule Information
The Subscription Fee shown are the current software and quantities contracted by the Customer.
Unless otherwise agreed in writing, the Subscription Fee shall be due on or before the beginning of
the yearly anniversary of the Subscription Term. Additional software subscriptions or licenses
purchased by Customer during the Term will result in additional fees, which shall be prorated to be
coterminous with Customer's then current Renewal Period.
1.1. Software and Authorized Users: 77
1.2. Subscription Term: January 01, 2025 to December 31, 2025
1.3. Subscription Fees:
Product
Qty
Sales
Price
Total Price
Subscription Term
SPIDR Platform: Insights Module
77
$ 111.39
$8,577.03
01 /01 /2025 to 12/31/2025
SPIDR Platform: Investigations
Module
77
$ 111.39
$8,577.03
01 /01 /2025 to 12/31/2025
SPIDR Platform: Patrol Module
77
$ 111.39
$8,577.03
01 /01 /2025 to 12/31/2025
Maintenance & Support
1
$0.00
$0.00
Included
*Note: After the Initial Term, for future Subscription Terms the Sales Price shall be governed by
Section 8(g) of the Agreement.
2. Invoices
Versaterm shall send invoices to Customer, Eric Lund at the following e-mail address:
e.lund@tukwilawa.gov
Should the invoice email address change, Customer shall promptly notify Versaterm.
Page 1 of 5
3. License
3.1. Provision of the Service. Versaterm will provide Customer with access to Versaterm's
proprietary service for the software modules specified in the Section 1 (collectively the
"Service") in accordance with the terms and conditions of this Agreement. To access and
use the Service, Customer is responsible at its own expense for obtaining its own internet
access, and any hardware and software required therefor.
3.2. Grant of Rights. Subject to the terms and conditions of the Agreement, Versaterm hereby
grants to Customer a limited, non-exclusive, non -transferable right to access and use the
Service, solely for Customer's purposes during the Term. All rights not expressly granted
to Customer are reserved by Versaterm and its licensors. There are no implied rights.
3.3. Versaterm SPIDR Tech Technology. In connection with providing the Service, Versaterm
and its licensors shall operate and support the hosted environment used by Versaterm to
provide the Service, including the Versaterm Technology, the server hardware, disk
storage, firewall protection, server operating systems, management programs, web
server programs, documentation and all other technology or information so used by
Versaterm. As used herein, "Versaterm SPIDR Tech Technology" means all of
Versaterm's proprietary technology (including software, hardware, products, processes,
algorithms, user interfaces, know-how, techniques, designs and other tangible or
intangible technical material or information) made available to Customer by Versaterm in
providing the Service.
4. Service Level Agreement
his Section 4 describes the levels of service that the Customer will receive from Versaterm.
4.1. Up -time Availability. During the Term, Versaterm's API will be operational and available to
the Customer at least 99.9% of the time in any calendar month. Note that even during API
downtime, once the API availability is re-established, Versaterm will receive all data since
the last time the API was available. The Versaterm Platform will generate and send any
messages that can still be responsibly sent.
4.2. Downtime. Customer agrees that from time to time the Service may be inaccessible or
inoperable for various reasons, including (i) equipment malfunctions; (ii) periodic
maintenance procedures or repairs which Versaterm may undertake from time to time; or
(iii) causes beyond the control of Versaterm or which are not reasonably foreseeable by
Versaterm (collectively "Downtime"). Versaterm shall use commercially reasonable
efforts to provide twenty-four (24) hour advance notice to Customer in the event of any
scheduled Downtime. Versaterm shall use commercially reasonable efforts to minimize
any disruption, inaccessibility and/or inoperability of the service in connection with
Downtime, whether scheduled or not.
4.3. Support Services
Versaterm shall establish, sufficiently staff, and maintain the organization and processes
necessary to provide telephone and/or email -based technical support, troubleshooting,
error identification, isolation and remediation, and other assistance directly to the
Customer and its authorized users.
Page 2 of 5
Versaterm will provide the Customer with any resource containing information that will
aid in problem and error resolution and correction, as well as any other technical
resources made electronically available to any of Versaterm's other customers.
4.4. Response Times
Customer may raise a support issue with Versaterm - SPIDR Tech product group, by e -
mailing supporl �lechocom or phoning 877-746-8276. Versaterm shall endeavor to
respond in a timely fashion.
Versaterm is deemed to have responded when it has replied to the Customer's initial
request. This may be in the form of an email ortelephone call, to either provide a solution,
request further information, or propose an ETA for a solution.
Initial target response times depend on the priority of the item(s) affected and the severity
of the issue. They are shown in the table below:
Priority
Response Time
Description
Priority 0
< 1 hour
Compete Degradation - Impacts entire agency. SPIDR
Tech API completely unavailable
Priority 1
< 2 hours
Significant degradation - critical functional unavailable,
business impacting.
Incorrect/misleading messages
Priority 2
1 business day
Limited degradation: minor functionality unavailable,
business processes can continue.
Message schedule and timelines
Administrative interface issues
Priority 3
Best Effort
Very minor degradation: no business process impact
Response times apply to typical business hours. Commercially reasonable efforts will be
used for cases after normal business hours and on holidays, as necessary to support
Versaterm's obligations under the Service Schedule. Complete outages are monitored
and acted upon 7x24x365.
4.5. Resolution times
Versaterm shall endeavor to use commercially reasonable effort to resolve problems as
swiftly as possible. Versaterm does not guaranteed resolution times
4.6. Security
Working with law enforcement and prosecutor data requires special security
considerations, and Versaterm supports these requirements for the provision of SPIDR
Tech related Services. Versaterm performs background checks on all employees.
Versaterm ensure that the necessary employees have completed Criminal Justice
Information System (CJIS) Level 4 Security Awareness Certification and signed a CJIS
Security Addendum. VShould Customer require furtherall project personnelto an agency
background, upon request, additional costs may apply.
Page 3 of 5
Customer acknowledges and agrees that SPIDR Tech Services are hosted by Amazon Web
Services (AWS) GovCloud.. AWS follows Criminal Justice Information Services (CJIS)
compliance guidelines, and Versaterm possesses supporting documentation detailing
our compliance.
Versaterm will and does not install, own, or manage any equipment within your agency's
network. Our Services are hosted in the cloud, and the networks talk to each other via a
secure Virtual Private Network (VPN) or API
For the provision of SPIDR Tech Services Versaterm utilizes a Federal Information
Processing Standard (FIPS) 140-2 compliant encryption method to encrypt CJIS data at
rest, including database backups and volumes.
Email services for the agency subdomain are secured using Sender Policy Framework
(SPF) and Domain Keys Identified Mail (DKIM) records. Web services are secured using
Secure Sockets Layer (SSL) certificates and Transport Layer Security (TLS) connections.
Customer acknowledges that user role security can be optimized by using the agency's
Single Sign On (SSO) provider which can include multi -factor authentication.
[remainder of page left intentionally blank]
Page 4 of 5
IN WITNESS WHEREOF, the Parties hereto have executed this Service Schedule, effective as
of the latter day and year indicated below.
Agreed to on behalf of:
City of Tukwila
Initial Signed by:
j- By: '�.aw►as htL bd
Name: Thomas M[Leod
Title: Mayor
Date: 1/29/2025 1 9:46 AM PST
Agreed to on behalf of:
Versaterm Public Safety US, Inc.
DocuSigned by:
lum
By:
Adam Schwartz
Name:
Title:
Chief Revenue officer
Date: 1/27/2025 1 1:25 PM PST
Page 5 of 5