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51062.00005\41156529.1 <br />CITY OF REDWOOD CITY, CA – TECHNOLOGY SERVICE AGREEMENT <br />AGENCYCOUNTER FROM BUILDINGEYE, INC. <br />ACT Service Agreement XXII <br />REV: 02-06-24 SK <br />based on their Role based on Agency Content and additional derived <br />content. <br />5.Alerts. The AgencyCounter application enables Users to create a profile <br />using an email address and then design their preference for an alert <br />based on a selected geographic location. Users can amend preferences, <br />and unsubscribe without restrictions. Alert are processed at timed <br />intervals, at a minimum daily, and placed in the applications’ Users <br />Activity Center. <br />6.Activity Center. Inside AgencyCounter application each User logged in <br />has a feature where Notifications from their Alerts are held for review, <br />Saved Searches, and Reports are also held here for convenience. <br />7.Scorecards. Shortcuts to frequently asked or logical requests for <br />information are presented as Stats, when clicked on, all records to the <br />resultant Stat are presented. Certain Users can output reports based <br />on these Stats. <br />F. EXTENT OF DATA VISUALIZED <br />The Data supplied by the Agency will be for at least 5 years; however, <br />AgencyCounter has the ability to show more data than this. <br />G. HOSTING AND TECHNICAL ASSISTANCE <br />AgencyCounter provides an always-on service; support and escalation <br />procedures are documented, tested and available. The data input, <br />visualization and email functionality is managed, hosted and powered by <br />Consultant. Formal instruction sheets for support and escalation are <br />provided prior to the launch of the AgencyCounter platform. Upon <br />product launch, the Agency, through the authorized project <br />manager/point of contact can phone, email or create a ticket in <br />Consultant ticketing system to interact with Consultant executive <br />management or operations team. Feedback is available through the <br />AgencyCounter application for anyone to submit a query. Feedback is <br />diverted to Consultant’s ticketing system, then followed up with the user <br />or forwarded to the Agency depending upon the issue. Consultant <br />operational support includes a personable level of support for all <br />customers. Consultant, at any time, can be reached by phone and/or <br />email (raising a support ticket is preferable so requests can be processed <br />in a timely manner). Most issues are dealt with within 24 hours or less, <br />if Consultant is at fault. All other issues, including data or system <br />changes by the Agency are programmed and completed within agreed <br />and acceptable timeframe. <br />H. MAINTENANCE AND SYSTEM OUTAGES <br />Consultant provides notification when it is determined that the service is <br />not available during normal working hours. Currently all maintenance <br />of the service are silent, meaning that users are not aware a maintenance <br />is taking place. For system outages (due to third parties, such as AWS <br />ATTY/AGR.2024.012/Buildingeye (AgencyCounter Service Agreement) (Page 16 of 26)