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REV: 02-27-25 MI <br />EXHIBIT “A” <br />SCOPE OF SERVICES AND FEE <br />Local Tax Software Solution <br />Consultant will provide the following Services relative to Consultant’s local tax software solution. <br />1.Software Hosting Services – Consultant’s hosting services offload the majority of IT concerns to <br />Consultant’s hosting team; including system upgrades, hardware and software maintenance, database <br />management, and disaster recovery. City will be responsible for maintaining its workstations and a <br />reliable internet connection. Consultant will handle the rest. Website functionality will be hosted using <br />a City specific sub-domain on Consultant’s special purpose hdlgov.com domain. <br />1.1.Workstation Specifications – Workstations will access the software through a remote application <br />session with Consultant’s hosting service. All workstations require 4+GB Memory, 1280x1024 <br />screen resolution, and MS Windows 10/11 operating system. <br />1.2.Network Specifications – Consultant’s hosted service requires reliable, high speed internet <br />connectivity. High-speed local area network connections are always helpful, but the service will <br />also run without difficulty over slower WAN connections such as T1 or mobile broadband. <br />1.3.Printer Specifications - The software is designed to work with laser printers. A PCL compliant <br />laser printer is recommended. Each make and model of printer has different drivers and therefore <br />has slightly different results when printing. We design forms/reports using HP LaserJet printers. <br />2.Software Support <br />2.1.City Support - Consultant will provide City’s users no charge support by telephone, email and <br />the web during the term of this Agreement. In the United States support is available as follows: <br />For customer support between the hours of 8:00 am and 5:00 pm Pacific time, Monday through <br />Friday, email support@hdlcompanies.com or call (909) 861-4335 and ask for software support. <br />For urgent off hours support before 8:00 am or after 5:00 pm Pacific time, Monday through Friday <br />(or anytime Saturday), email 911@hdlcompanies.com and Consultant’s on call support personnel <br />will be notified. Please only include your name, agency and contact # in emails to <br />911@hdlcompanies.com. You will be contacted as soon as possible. <br />2.2.Response Time – In the event that City encounters an error and/or malfunction whereby the <br />software does not conform to expected behavior in accordance with the software design, <br />Consultant will assign one of the following severity levels and render support services in a timely <br />manner consistent with the urgency of the situation. <br />2.2.1.Severity Level 1 – a critical problem has been encountered such that the software is <br />essentially inoperable and without a reasonable workaround. Consultant will respond within <br />one (1) business hour to diagnose the problem. A response is defined as an email or call to <br />the City’s designated support contact. Consultant and City will work diligently and <br />continuously to correct the problem as quickly as possible. <br />2.2.2.Severity Level 2 – a problem has been encountered that does not prevent use of the software, <br />but the software is not operating correctly. Consultant will diagnose the problem within 48 <br />ATTY/AGR.2025.034/HDL Software LLC (Business License Software and Services) (Page 12 of 25)