Item G3BOARD OF GOVERNORS
FIRE AND AMBULANCE DISTRICT 1
AGENDA ITEM SUMMARY
Meeting Date: July 20, 2011 Division: Emergency Services
Bulk Item: Yes _ No X Department: Fire Rescue
Staff Contact Person/Phone # Mark Thompson/(S. Hover) x6088
AGENDA ITEM WORDING: Approval to enter into a Software License Agreement with Principal
Decision Systems International (PDSI), the sole source provider of TeleStaff, for the purchase of
software, licensing, and training necessary to use TeleStaff, a telephone and web access scheduling and
time tracking system, for an initial cost of $33,100, plus $5,292 per year for web access, service and
support, and approval for the Fire Chief to sign all documents as needed to complete transaction.
ITEM BACKGROUND: The current method used by Monroe County Fire Rescue (MCFR) for
managing day -to -day staffing scheduling and time tracking of 100 firefighters and ten stations is manual
and antiquated, requiring a tremendous amount of staff hours to complete. Implementing TeleStaff, a
telephone and web access scheduling and employee time tracking system, will improve the accuracy
and efficiency by which MCFR manages day -to -day staffing by implementing an advanced automated
electronic scheduling solution that will streamline critical staff scheduling, reduce the amount of time
currently spent on minimum staffing requirements, allow better tracking and control of overtime costs
and causes, and improve department data reporting and auditing ability. See attached for additional
information.
' l Dill 'L � 11A+IhllA i 17 '71 MI I I .
CONTRACT /AGREEMENT CHANGES: None. This is a new contract.
STAFF RECOMMENDATIONS: Approval as written.
TOTAL COST FY11: $ 33,100.00 INDIRECT COST: $5,292* BUDGETED: Yes X No
*per year for web access, service and support
DIFFERENTIAL OF LOCAL PREFERENCE: N/A
COST TO COUNTY FY11: $ 33,100.00 SOURCE OF FUNDS: Ad Valorem Taxes
11500 -530 -520
REVENUE PRODUCING: Yes No r 4OUNT PER MONTH Year _
APPROVED BY: County Atty i urclfasmg Risk Management
DOCUMENTATION: Included Not Required
DISPOSITION:
AGENDA ITEM #
Revised 7/09
TeleStaff Electronic Scheduling Software
Purpose
To improve the accuracy and efficiency by which Monroe County Fire Rescue (MCFR) manages day -to -day staffing
by implementing an advanced automated electronic scheduling solution that will streamline critical staff
scheduling, reduce the amount of time currently spent on minimum staffing requirements, allow better tracking
and control of overtime costs and causes, and improve department data reporting and auditing ability.
Background
The number of Monroe County Fire Rescue (MCFR) career firefighters and EMS personnel has increased to
approximately one - hundred full time employees providing coverage to ten stations, including medical operations
for Trauma Star. Scheduling, overtime callback, timecard reporting, and data reporting is currently performed
using manual processes that are labor and resource intensive. The time currently spent on staffing and scheduling
takes department supervisory personnel away from other important job responsibilities, such as training, staff
supervision, quality assurance, and policy development. Following a thorough analysis of current procedures,
MCFR has determined that the Department can greatly benefit by automating these processes, simultaneously
improving accuracy and efficiency.
Current Staffing, Scheduling, and Payroll Responsibilities
• Administration
• Creation of the written Fire Rescue schedule once every 27 days.
• Review schedule for appropriate staffing levels, job responsibilities, and decisions regarding hiring of
overtime positions.
• Process employee written leave requests — review request, verify leave bank balances, and approve or
deny requests.
• Process employee shift exchanges - review written requests, evaluate for scheduling conflicts,
evaluate holdovers, and either approve or deny request.
• Scan and email daily shift roster schedule to all fire rescue employees.
• Pickup timecards bi- weekly from all stations on the last day of the pay period.
• Reconcile timecards on a bi- weekly basis - review and reconcile timecards for the previous pay period.
• Firefighter - Fill out timecards with hours worked on a daily basis.
• Company Officers - Review subordinate firefighters' timecards for errors and make corrections upon
verification of the error.
• Station Officer— Vacancy Filling - contact eligible fire rescue employees for schedule openings that occur as a
result of vacation, sick leave, and lack of personnel.
• Fire Rescue Administration
• Final review and correction of timecards prior to submission to payroll department.
• Reporting functions related to time tracking and staffing costs including costs and reasons associated
with overtime.
• FEMA reporting - review of timecards and completion of FEMA reimbursement requests following a
declaration of emergency (as needed.)
• Monroe County Clerk's Office
• Review timecards and enter total time employee worked in current pay period into Time Easy time
tracking software for the purpose of tracking Fair labor Standards Act overtime hours, done by hand.
• Manually recode time within Finance Plus Software to separate out regular and overtime hours.
• Export data from Time Easy to Pentamation Finance Plus, the County Clerk's software provider.
Page 1 of 3
TeleStaff Electronic Scheduling Software
TeleStaff Electronic Scheduling Solution
TeleStaff software, provided by Principal Decisions Systems International, Inc. (PDSI), is a unique electronic staff
scheduling solution designed to help fire departments perform mission critical staffing efficiently and effectively.
TeleStaff is an automated staffing solution that allows department personnel to spend more time on other
important job responsibilities. TeleStaff is unique in its ability to make outbound and receive inbound telephone
calls and in its ability to automate department scheduling. Employees are able to create and update their
individual contact profiles based on the best method of contact and thus ensure that each and every employee is
able to be contacted at any moment.
TeleStaff software performs all of the following functions:
• Automated staff scheduling - department created rules intelligently staff stations and units according to
predefined requirements. Software can be configured to warn when staffing issues occur such as stations
dropping below minimum staffing.
• Automated overtime vacancy filling. Employee contact can be made by telephone, email, web access, and
mobile devices, whichever ensures contact with employees. This feature is highly configurable to
conform to department defined procedures.
• Ensures department created overtime hiring rules are consistently applied.
• Manual rescheduling of personnel can be performed by easy drag and drop movements within TeleStaff.
• Battalion Chief reviews daily roster, and if needed, makes corrections and finalizes the roster at the end of
the shift. After finalization, changes cannot be made without the required level of authorization.
• Rapid emergency recall for large incidents or disasters requiring additional manpower
• All activities within TeleStaff are tracked in the software's electronic audit trail.
• Electronic submission of leave requests and shift exchanges
• Track employee time to improve payroll accuracy
• Employees are able to review hours worked from the internet.
• Track employee qualifications and certifications (Officer, Paramedic, EMT, ARFF, SIDA, ACLS, CPR, etc.)
• Access reports to gain insight into operations, staffing costs, leave usage, and training needs.
• Ability to print individual time sheets for each employee or a summary payroll report.
• Able to export data and pre populate FEMA report fields with information directly exported from
TeleStaff.
• Able to export data into many formats for electronic import into payroll systems is standard in TeleStaff.
Advantages
• Significant reduction in labor time spent creating and adjusting schedules, processing leave requests and
shift exchanges will allow MCFR operations supervisory personnel more time to supervise, manage, and
train subordinate personnel as well as work on other projects related to improvements in service
provision.
• Automated overtime call back for schedule vacancies eliminates the significant amount of time station
officer spends on overtime call back.
• Eliminate scheduling errors that result from manual scheduling processes. System rules alert staffing
officers to issues (fatigue rules, required qualifications, etc.) automatically.
• Better tracking and control of overtime costs.
• Reduction in the amount of time spent collecting, reconciling, and reviewing timecards.
• Overtime vacancies are filled by department created system rules thereby reducing the opportunity for
human error and ensuring fairness to employees with regard to distribution of overtime. Overtime lists
are maintained within the software based on department rules.
• Reduction in the amount of time spent compiling payroll related information for reporting purposes.
• Increased reporting capabilities for numerous data fields as compared with manual data tracking
methods. Data analysis can help guide administrative decision making and budget preparation.
• Monitor if employees have unusual sick leave patterns for potential intervention.
Page 2 of 3
TeleStaff Electronic Scheduling Software
Disadvantages
• Software cost; however, departments that have implemented TeleStaff report a significant increase in
productivity due to decrease in the amount of time spent on staffing, scheduling, payroll, and reporting
responsibilities as compared with manual processes.
• System setup and configuration is a time consuming process, however, once completed significant time
savings and improved efficiency will be realized.
• Employee orientation and training - personnel will need to be trained on procedures for utilizing the new
system. This can be accomplished with effective program implementation leadership and education.
"Train the trainer" classes would be provided to our officers and the information disseminated down to
subordinates by officers. Alternatively, time could be allocated at one of our quarterly training sessions
for system orientation.
Implementation
• Monroe County Technical Services would be responsible for hardware setup and configuration of the
server.
• Configuration training — Phase 1 initial configuration and setup training is web and phone based. Phase 2
additional configuration training typically occurs at PDSI's facility in Irvine, CA for up to 4 personnel and
lasts 5 days. Alternatively, PDSI can send a representative to MCFR for this phase of training. MCFR
would be responsible for the travel expenses for the TeleStaff representative. MCFR configuration team
will be developed from on duty staff personnel along with one field personnel with the requisite skills,
aptitude, and interest to be a productive configuration team member.
• Configuration - Configuration team works to configure system in preparation for deployment.
Deployment time can vary, but would be expected to be completed within several months following the
acquisition of the software and configuration training. Prior to implementation, system configuration,
rules creation, payroll report creation, and adequate setup evaluations must occur prior to the system
going online to ensure system is properly configured.
• Personnel training - training /orientation is provided to employees on system operations and usage.
• Deployment - During the initial deployment, timecards would continue to be completed in parallel to the
timecards produced by the TeleStaff payroll report for evaluation and verification purposes. After the
parallel review period is over, TeleStaff would become the sole scheduling tool.
• Payroll reporting - custom report within TeleStaff prints individual time cards for each employee. Time
cards are reviewed and signed by battalion chief. The option exists to print a summary report or
alternatively export the data to a digital file exists, the goal is to have the Monroe County Clerk agree to
accept one of these options in the future.
Page 3 of 3
BOARD OF GOVERNORS OF FIRE AND AMBULANCE DISTRICT 1
MONROE COUNTY, FL
CONTRACT SUMMARY
Contract with: Principal D ecisi on Systems
Contract #
International (PDSI)
Effective Date: 07/20/20
Expiration Date: automatically renews annually
Contract Purpose /Description:
Software License Agreement with Principal
Decision Systems International (PDSI), the
sole source provider of TeleStaff, for the
purchase of software, licensing, and training
necessary to use TeleStaff, a telephone and web access scheduling and time tracking
system, for an initial cost of $33,100, plus $5,292 per year for web access, service and
support.
Contract Manager: Mark Thompson
6088 Fire Rescue / Stop 14
(S. Hover)
(Name)
(Ext.) (Department/Stop #)
for BOCC meeting on 07/20/11
Agenda Deadline: 07/05/11
CONTRACT COSTS
Total Dollar Value of Contract: $ $ 33,100.00 Current Year
Budgeted? Yes® No ❑
Grant: $
County Match: $
Portion: $
Account Codes: 11500 530520
$33,100.00
ADDITIONAL COSTS
Estimated Ongoing Costs: $ 5,292 /yr For: Web access, service and support
Comments:
OMB Form Revised 2x'27/01 MCP #2
TeleStaff
SOFTWARE LICENSE AGREEMENT
TELESTAFF LICENSE AND ANNUAL SERVICE AGREEMENT
This Agreement ( "AGREEMENT ") made by and between Principal Decision Systems International
( "PDSI ") that has its principal place of business at 50 Corporate Park, Irvine, CA 92606, and Monroe County
Board of Governors of Fire and Ambulance District 1, Monroe County, FL, ( "CUSTOMER "), for the exclusive use
of Monroe County Fire Rescue, that has its' headquarters at 490 63` Street Ocean, Marathon, FL 33050,
shall be subject to the following terms and conditions:
and
Whereas, PDSI has developed a telecommunications /computer technology which consists of certain software known as TELESTAFF;
Whereas, PDSI imposes certain license requirements on customers desirous of purchasing a license for TELESTAFF; and
Whereas, CUSTOMER wishes to contract with PDSI to: (1) implement a license to use TELESTAFF, (2) train CUSTOMER on its
configuration and use, and (3) as applicable, implement all licenses necessary to use TELESTAFF; and
Whereas, PDSI is willing to contract with CUSTOMER to: (1) grant CUSTOMER a license to use TELESTAFF, (2) train CUSTOMER
on its configuration and use, and (3) as applicable, grant all licenses necessary to use TELESTAFF;
Now, therefore, in consideration of the mutual covenants and agreements herein contained and other good and valuable
consideration, the receipt and sufficiency of which is hereby acknowledged, and intending to be legally bound hereby, PDSI and CUSTOMER do
hereby agree as follows:
1. Ownership and License of TELESTAFF
Except as provided herein at paragraph 2(b), PDSI hereby grants to CUSTOMER a license to use TELESTAFF in object code form.
CUSTOMER shall abide by the terms and conditions of this license as stated herein. The parties recognize and acknowledge that
ownership of TELESTAFF shall remain with PDSI.
2. Copyright and Proprietary Protection
(a) TELESTAFF is owned by PDSI, and is protected by United States and international copyright laws and international trade
provisions. CUSTOMER must treat TELESTAFF like any other copyrighted material. This License and CUSTOMER's right to
use TELESTAFF shall terminate automatically if CUSTOMER violates any part of this AGREEMENT. In the event of termination
for any reason other than non - renewal of Service and Support as described herein at Section 10, CUSTOMER must immediately
return TELESTAFF and accompanying documentation to PDSI.
(b) CUSTOMER shall not:
Modify TELESTAFF and /or merge it into another program for CUSTOMER use except by express, written permission
from PDSI. Any portion of TELESTAFF merged into another program following the express, written permission from
PDSI will be subject to the terms of this AGREEMENT;
(ii) Reverse engineer, disassemble, decompile, or make any attempt to discover the source code or methodology of
TELESTAFF;
(iii) Copy TELESTAFF for any reason other than to make one backup copy in machine - readable form for archival
purposes;
(iv) Use software other than TELESTAFF to connect directly to the Sybase database for the purpose of extracting,
modifying, deleting, viewing and /or adding data. CUSTOMER acknowledges that such direct connection to the
database violates the OEM agreement between PDSI and Sybase.
Execution Date. The Execution Date is defined as the date this AGREEMENT is signed by an authorized agent of CUSTOMER.
4. Term This AGREEMENT is effective and binding upon PDSI and CUSTOMER upon the Execution Date as defined in paragraph 3
herein and shall remain in effect for a term of one (1) year, unless terminated as provided herein. On each anniversary date
thereafter, this AGREEMENT shall automatically renew for a term of one (1) year, unless otherwise terminated as provided herein.
TeleStaff License Agreement Last Updated: 61912011 Page 1 of 4 CUSTOMER INITIALS:
5. Product Components The following constitutes a list of TELESTAFF components and associated fees that CUSTOMER does
hereby agree to purchase from PDSI available in connection with the use of TELESTAFF. See Appendix A for the recommended
TELESTAFF hardware specifications. All fees shown below are one time only charges except as described further in this agreement.
Initial Component
TELESTAFF Enterprise Software License for 105 FIRE Staff Members
TELESTAFF Implementation Services for 105 FIRE Staff Members
TELESTAFF Phase 2 Implementation Services for 105 FIRE Staff
Members
One year of PDSI- hosted Web Access for 105 Staff Members
Sybase Concurrent Connections (1) Qty: 12
4 Port Telephony Hardware Qty: 1
4 Port Telephony License (Dongle) Qty: 1
TeleStaff Reporting Module Qty: 1
Total Initial Acquisition Cost
Fee
$ 14,700
$ 10,000
$ 5,000
Included for first year; thereafter $2058 per
year
$ 1,500
$ 1,000
$ 900
INCLUDED
$ 33,100
6. Pricing PDSI agrees to lock in the fees being offered as described above in paragraph 5 for 90 days after 514/2011, or until
7/31/2011
7. Payments CUSTOMER agrees that all pricing and amounts due hereunder are based on United States currency and that all
amounts shown will be paid in accordance with the Florida Local Government Prompt Payment Act. All payments are subject to an
annual appropriation by the Monroe County Board of County Commissioners and Monroe County Board of Governors of Fire and
Ambulance District 1.
Initial Component
TELESTAFF Enterprise Software License and applicable Sales Tax
for 105 Staff Members
TELESTAFF Implementation Services for 105 FIRE Staff Members
One year of PDSI- hosted Web Access for 105 Staff Members
Sybase Concurrent Connections (1) and applicable Sales Tax
4 Port Telephony Hardware and applicable Sales Tax
4 Port Telephony License (Dongle) and applicable Sales Tax
Due
Due Upon Delivery of TeleStaff Software CD
version 2.x
Due Upon Delivery of TeleStaff Software CD
version 2.x
Due Upon Delivery of TeleStaff Software CD
version 2.x
Net 60 Days
Net 60 Days
Net 60 Days
8. Travel Expenses CUSTOMER agrees to pay for all travel expenses related to TELESTAFF implementation and training services as
defined in Appendix B. All travel expenses will be paid in accordance with Section 112.061, Florida Statutes, and the vendor will be
required to fill out any necessary travel voucher documents submitted by the Monroe County Clerk of Courts.
9. Implementation Services. Implementation Services include configuration of TELESTAFF as defined in Appendix B. CUSTOMER
acknowledges that training and /or reconfiguration requested by CUSTOMER in addition to that defined in Appendix B will be at an
additional cost.
10. Annual Service and Support Service and Support of TELESTAFF is provided at no additional charge during the first twelve (12)
months following the Execution Date. See Appendix C for the definition of Service and Support. CUSTOMER does hereby
acknowledge that on each anniversary of the Execution Date, CUSTOMER may renew service and support under the following
events:
Initial Event Payment
TELESTAFF for 105 FIRE Staff Members - 1 st Anniversary $ 3,234 per year commencing in Year 2 of the
of the Execution Date agreement.
Subsequent anniversaries during term Thereafter, a 3% maximum increase over the previous
period
Should CUSTOMER elect not to renew Service and Support on the anniversary of any Execution Date, CUSTOMER acknowledges
that any subsequent re- enrollment for Service and Support will only be accepted by PDSI after CUSTOMER cures the previous lapse
in Service and Support by paying PDSI the Service and Support fee for the lapsed periods. In addition, CUSTOMER acknowledges
that PDSI may assess CUSTOMER a Service and Support re- instatement fee that will not exceed ten percent (10 %) of the Service
and Support fee for the lapsed periods. PDSI reserves the right to discontinue Service and Support of previous releases of
TELESTAFF as defined in Appendix C.
Should CUSTOMER increase the licensed capacity of TELESTAFF, CUSTOMER acknowledges that Annual Service and Support will
increase as specified in Section 12 beginning with the next renewal period.
11. Web Access. Access to TELESTAFF via the web is hosted by PDSI. CUSTOMER does hereby acknowledge that on each event
and for the fee specified below, CUSTOMER can renew web access:
TeleStaff License Agreement Last Updated: 61912011 Page 2 of 4 CUSTOMER INITIALS:
month liffliml
of • Date
Subsequent anniversaries during term
Thereafter, a 3 %® maximum increase over the previous
period
Hog •
1=192 II =1211211110
(a) In the case of an event of •° fault (if CUSTOMER or PDSI fails to satisfy any of 1 , covenants, duties or obligations
under this AGREEMENT), the non-defaulting party shall have the option to terminate this AGREEMENT. In the event of default,
the non-defaulting party shall give written notice to the defaulting party of the alleged default and give such party at least thirty
(30) days in which to cure the alleged default. If the defaulting party does not satisfactorily cure its default, the non-defaulting
party has the right to terminate upon thirty (30) days additional written notice stating the defaulting party's failure to cure the
default;
(b) By mutual consent between both parties;
17. Miscellaneous Provisions
Amen dments . o or • • except by another • executed by t
parties hereto. i
„ E A greemen t . This AGREEMENT, Appendices A B, and C attached supersedes a
understanding and agreement between the parties with respect to the matters contained herein, and constitutes the ent
agreement between the parties with respect to the matters contemplated herein. i
TeleStaff License Agreement Last updated: 61912011 Page 3 of 4 CUSTOMER INITIALS:
(f) No Waiver. No failure on the part of any party hereto to exercise, and no delay in exercising any right, power or remedy or partial
exerci�e of any right, power or remedy by any party will preclude any other or future exercise of any other right, power or remedy
or partial right, power or remedy. No express waiver of assent by any party hereto to any default in any term or condition of this
AGREEMENT shall constitute a waiver of or an assent to any succeeding default in the same or any other term or condition
hereof.
(g) Assignability. This AGREEMENT shall inure to the benefit of and be binding upon the parties hereto, their respective hei
successors, assigns and personal representatives, I
(h) Pricing. Pricing provided for components in Section 5 apply only to PDSI products and services, and not for 3" party products
and services that integrate with or relate to TeleStaff (unless otherwise noted),
D8te, 6" Date:
TeIeStaff License Agreement Last Update& 61912011 Page 4 of 4 CUSTOMER INITIALS-
Appendix A — TeleStaff Hardware Specifications
CUSTOMER IS RESPONSIBLE FOR IMPLEMENTING AND MAINTAINING THE TECHNICAL (HARDWARE /SOFTWARE/NETWORK)
ENVIRONMENT IN WHICH TELESTAFF OPERATES. AS SUCH, CUSTOMER IS RESPONSIBLE FOR ALL ENVIRONMENTAL
CONSIDERATIONS INCLUDING BUT NOT LIMITED TO OPERATING TELESTAFF IN VIRTUAL ENVIRONMENTS. CUSTOMER IS ALSO
RESPONSIBLE FOR CONFIGURING FIREWALL AND SECURITY SETTINGS SO THAT TELESTAFF AND WEB ACCESS COMPONENTS
ARE OPERATIONAL. IN ADDITION, CUSTOMER IS RESPONSIBLE FOR INSTALLATION AND MAINTENANCE OF ANALOG
TELEPHONE PORTS AND /OR ALTERNATIVE DIGITAL OR VOIP SYSTEMS. PDSI SPECIALISTS CAN PROVIDE TECHNICAL
INFORMATION AND RECOMMENDATIONS BUT CAN NOT BE RESPONSIBLE FOR CUSTOMER'S UNIQUE TECHNOLOGY
ENVIRONMENTS.
Following are the MINIMUM specifications required for a TeleStaff server designed to operate the TeleStaff software, database
management system and telephony components.
NOTE: The following recommended specs are for a single server running all TeleStaff components
Server Specs:
a. Minimum ( <500 Staff)
i. Dual Core Xeon Processor(s)
ii. 2GB RAM
iii. RAID -5 Storage (At least 15K RPM Drives)
iv. PCIe slot(s) for Dialogic Card(s)
v. Any Sound Device
b. Minimum ( <1000 Staff)
i. Quad Core Xeon Processor(s)
ii. 4GB RAM
iii. RAID -5 Storage (At least 15K RPM Drives)
iv. PCIe slot(s) for Dialogic Card(s)
v. Any Sound Device
c. Minimum ( <2000 Staff)
i. Dual Quad Core Xeon Processor(s)
ii. 4GB RAM
iii. RAID -5 Storage (At least 15K RPM Drives)
iv. PCIe slot(s) for Dialogic Card(s)
v. Any Sound Device
d. Minimum ( >2000 Staff)
i. Dual Quad Core Xeon Processor(s)
ii. 8GB RAM
iii. RAID -5 Storage (At least 15K RPM Drives)
iv. PCIe slot(s) for Dialogic Card(s)
v. Any Sound Device
Operating System:
The following Operating Systems are currently supported for the Server
• Windows Server 2000
• Windows Server 2003
• Windows Server 2003 Enterprise Edition
• Windows Server 2008 — TeleStaff 2.61 only
Please note: Currently only 32 -bit Operating Systems are supported.
To utilize more than 3GB of RAM you must use the Enterprise version of Windows Server.
TeleStaff is not compatible with Small Business Server or Web Edition.
Telephony Components :
°4- or 12-port port Dialogic Telephony system
• D4PC|U48VV—PC|2.2x compliant board (universal connector)
• D4PO|U48EVV—PC| Express form factor
Both the D4PC|U4SVV and D4PQU4SEVV are 4 port cards. They are ha|Aength.
• D12OJCTLS—PC|22x compliant board (universal connector)
• D12OJCTLSB@—PC! Express form factor
Both the D120JCTLS and D120JCTLSEW are 6 port cards, which can support up to 12 lines. They are full-length.
* Telephony system dong|eo(4-or12-port)
SybomeLiceneem :
• Sybase Client database license (7 concurrent users)
• Sybase Studio database license (1 concurrent user)
Phone and compatible with the POTS analog telephone standard. PDG|doeo
not support department phone systems that are not compliant with this standard.
TeleStaffPerforme The mvide
on a number of factors, including, but not limited to, number of staff members in the database, number of concurrent users, and
complexity and number of staffing rules and roster alarms. If the potential for any of these factors exists, PDSI recommends a
dual-core processor server with at least 4 GIB of RAM and recommends that the Citv consider comi)onent distribution as
discussed below.
TeleStaff comprises multiple software applications that can operate on separate hardware devices, In some situations, improved
performance may be achieved by separating processing-intensive applications and deploying them on separate servers. Common
distribution methods include separating and deploying the Database Management System (DBMS), the business logic processing
(Middle Tier) and the Telephony components. Application distribution can occur at any time. For departments with over 1000 users,
PDSI recommends utilizing more than I server.
The customer may connect additional PCs Vo the TeleStaff system by installing the Tele8taff client software (imduded) provided they are
connected to the TeleStaff system bye network using the TCP/IP protocol.
vi. Pentium 4 3.0 Ghz
vii. 2GB RAM
viii. 40GB Hard Drive
b. Minimum (<1500 Staff)
ix. Pentium 4 3.0 Ghz
x. 4GB RAM
xi. 40GB Hard Drive
c. Minimum (=1500Staff)
xii Dual Core KeonProcessor
xiii. 0BB RAM
xix 4OGB Hard Drive
TeleDtaff License Agreement Appendix A Last Updated: 61912011 Page 2of2 CUSTOMER INITIALS:
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wwwa-IT1.2111 =114 17T11 =-I FIR I IN
PROJECT.)
DEPLOYMENT PLAN: The following tasks are part of the Deployment Implementation Process. When CUSTOMER
completes these tasks they will be in production with the TeleStaff Roster and Calendar and will be
able to reap the benefits associated with centralized staffing, audit trails, emergency notifications,
reports, and feeds to down stream systems. At the end of this process, users will be able to
request leave, sign up for overtime, and respond to emergency call outs via phone, client, or web
access.
Advanced Configuration Plan is PHASE 2 of Implementation. The following services apply if section 5 of the license
agreement has included the fees associated with PHASE 2
TeleStaff License Agreement Appendix B Last Updated.- 61912011 Page 1of2 CUSTOMER INITIALS:
• Review Project Scope: PM and CUSTOMER review project scope and objectives.
• Staffing Process Review: PM instructs CUSTOMER on how to effectively analyze and document the current process the
department follows to fill vacancies. After the staffing diagrams are completed, PM and CUSTOMER project team review the
current staffing process. The current process is defined and, if necessary, revised and standardized within the department.
PM creates a Project Scope document defining project objectives agreed upon by both parties.
• Advanced Configuration Training: CUSTOMER dedicates appropriate resources for configuration training. The purpose of
the ADVANCED CONFIGURATION TRAINING is to train CUSTOMER on how to configure for intelligent staffing, have
CUSTOMER actually configure the rules, and begin testing the configuration. ADVANCED CONFIGURATION TRAINING will
occur either at PDSI's training facility in Irvine, CA or at the CUSTOMER's location, at the option of CUSTOMER. The
ADVANCED CONFIGURATION TRAINING class has a maximum duration of 5 days. The actual duration will depend on
CUSTOMER's business needs. If the training takes place at the CUSTOMER's location, then the parties agree that the
CUSTOMER will be responsible for travel costs as outlined in paragraph 8 of this Agreement
• Testing and Training: Once TELESTAFF is fully configured by CUSTOMER, rigorous configuration testing is undertaken by
CUSTOMER. CONFIGURATION TESTING includes testing of all components that CUSTOMER needs for production of
intelligent staffing, which may include: phones, Contact Manager, Line Manager, Task Manager, E -mail Manager, Fax
Manager, and the Gateway (in the case that the system is interfacing with a Third -party application). CUSTOMER creates a
test plan; assigns users to test the system, creates test scripts, and conducts reconfiguration as necessary. CUSTOMER is
also responsible for additional training (including creating a training plan, creating training documentation, and conducting
super -user training classes).
• Production with Advanced Functionality: PM and CUSTOMER project team review the PDSI TeleStaff Help Desk
procedures. From this point forward, the Help Desk is the first point of contact for technical issues with TELESTAFF.
Appendix C — Annual Service and Support
"Normal Business Hours" are 6:00 AM through 6:00 PM (Pacific Standard Time), Monday through Friday, excluding
holidays and other office closures (notification of which will be provided to CUSTOMER).
Priorities are assigned as follows:
Hours of Availability:
24 hours/day, 7 days/week
A critical software error that severely impacts the ability of CUSTOMER to perform ALL automated staffing functions
Description:
(TeleStaff is down). This level of priority is only available to CUSTOMER's that are using TeleStaff in a production
environment (LIVE accounts ONLY).
During Normal Business Hours, immediate response if a Support Representative is available. Otherwise, PDSI will
Initial Response:
respond within one hour. Outside of Normal Business Hours (including holidays), PDSI will respond with a call back
within two hours. All responses will be provided through the Web Portal (email) or by callback.
Resolution Response:
PDSI will work aggressively to provide CUSTOMER with a workaround solution or to completely resolve the
problem.
Notification:
It is the responsibility of CUSTOMER to alert PDSI of possible Priority-One issues by calling PDSI at 866-324-1598.
Notification:
PDSI will update CUSTOMER of progress frequently during problem resolution and notify CUSTOMER once the
workaround has been provided or the problem has been resolved.
Hours of Availability:
Monday through Friday, 6:00 AM to 6:00 PM, Pacific Standard Time.
A non-critical software error, which prevents the user from performing a data entry or system administration function.
Description:
These do not include cosmetic, documentation, or reporting problems. These also do not include questions or
inquiries regarding the operation of the software or its installation and training.
During Normal Business Hours, PDSI will respond within three hours. Outside of Normal Business Hours (including
Initial Response:
holidays), PDSI will respond by the next business day. All responses will be provided through the Web Portal (email)
or by callback.
Resolution Response:
PDSI will provide a workaround for CUSTOMER when possible. PDSI will provide a problem resolution in the form
of an Upgrade or modification to the Software in an upcoming Update.
Notification:
PDSI will notify CUSTOMER when a workaround has been provided or the problem has been resolved.
Priority Three
Hours of Availability: Monday through Friday, 6:00 AM to 6:00 PM, Pacific Standard Time.
Description:
All other software or documentation errors not described above. These include but are not limited to:
• Reporting errors or calculation problems
• Documentation inaccuracies
• Cosmetic issues
• Misspellings
• Product Enhancement requests
• Questions or inquiries relating to TeleStaff Software functionality, system administration or installation
Initial Response: PDSI will respond to these items if specifically requested to do so at the time of the request. If a reply is requested,
PDSI will respond within one Business Day.
Resolution Response. PDSI will correct documentation errors in upcoming releases of the documentation.
Notification: If requested, PDSI will notify the CUSTOMER when a workaround has been provided or the problem has been
resolved.
Appendix C — Annual Service and Support Continued
f
The TeleStaff version number consists of three numbers that define the type of product release.
The format of the TeleStaff version number is:
IcTI-TC1L•7tf:W#' 1M1 LW
• Changes in X represent a significant change in product functionality (Major Release)
• Changes in Y represent an enhancement to the product that increases functionality within
the existing Major Release and is typical of an evolving product (Enhancement Release)
• Changes in Z represents a minor change to the program to accommodate a software
error or cosmetic change (Update Release)
Under the TeleStaff Service and Support plan, CUSTOMERS will receive Update Releases and
Enhancement Releases as they become available at no additional charge. Major Releases will
be available for an additional fee.