HomeMy WebLinkAboutCO 2025-099 - ConvergintCity of Rancho Cucamonga
Customer Support Program
4/30/2025
Jake Bargas
Business Development Manager
City of Rancho Cucamonga
CONTRACT NUMBER
2025-099
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CUSTOMER INFORMATION
Date: 4/30/2025 Quotation #: JB29806709CSP
To: City of Rancho Cucamonga Attn: Don Smartt II
10510 Civic Center Dr 909.774.2540
Rancho Cucamonga, California 91730 don.smartt@cityofrc.us
We are pleased to provide this proposal for your consideration. This quotation is valid for THIRTY
(30) days.
BUSINESS OBJECTIVES
Following discussions and meetings with City of Rancho Cucamonga, the Convergint team
understands that the City is seeking a service solution that fulfills the following Business
Objectives:
Business Objectives Stakeholders
• Transform from run-to-failure to a proactive preventive
maintenance approach, reducing the risk of unexpected
equipment failures and unplanned downtime, leading to smoother
operations and improved productivity.
• Improve system uptime and compliance
• Reduce risk to security system(s) and overall system network
• Utilize third party resources for highly specialized and difficult to
hire tasks
• Contract-out redundant system maintenance tasks in order to free
up key team members for higher & better use of resources
• Drive down the system(s) Total Cost of Ownership
City of Rancho Cucamonga
CUSTOMER SUPPORT PROGRAM OVERVIEW
The intent of this Customer Support Program (CSP) is to partner with you in maintaining your
system(s), reducing malfunctions and associated downtime. Convergint is committed to providing
long-term customer satisfaction and support throughout the service partnership.
A properly planned Customer Support Program can help improve the performance and integrity
of your systems and help extend the life of the systems.
As you walk through this proposal, you will see that the recommended services have been tailored
to your unique needs and above business objectives.
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PROPOSED SERVICES
Software Support Agreement (SSA): ☐ Included ☒ Excluded
The Software Support Agreement provides access to product manufacturer firmware and
software updates, which helps keep systems operating with the latest software and secured with
the latest patches. It also provides access to the product manufacturer technical support team if
technical support is required for system troubleshooting. Labor associated with applying
firmware and software updates is not included, and requires the PPM option, below. This
option does not include any computer operating system updates or any software or system
upgrades.
Password and Patch Management (PPM): ☐ Convergint ☒ Customer
Password Management:
Default, weak, and reused passwords pose a significant vulnerability to your security systems.
Convergint offers unique password management solutions to protect your systems from
compromise. By setting unique passwords on each system and site, we not only protect your
security systems, but we also protect access to connected networks. Convergint utilizes an
industry-leading password management system with 256-bit AES encryption to help ensure that
each system has unique, highly complex passwords that restri ct access according to the
principles of least privilege. Additionally, there is no integration or direct connection between the
database of passwords and on-premises systems.
Software and Firmware Maintenance:
Convergint periodically provides software updates and patches to help maintain your systems in
accordance with manufacturers' recommendations and operating with the latest features, fixes,
and vulnerability patches. Firmware, which controls the operation of network-connected devices,
is also maintained in accordance with manufacturers' recommendations. Our specialists will
install any compatible software and firmware patch releases to the system at the time of
password change to help ensure system functionality and security. Systems and frequencies are
identified in the Scope of Work section of this proposal.
Limitations:
Please note that this offering does not include “user” passwords or settings and only covers
specific security system devices. If the customer is self -performing PPM, please review the
Cybersecurity Services Coverage page in this proposal.
Preventive Maintenance ☒ Included ☐ Excluded
On a scheduled basis, Convergint will provide systems preventive services for components listed
within the equipment list contained herein. All preventive maintenance testing will be performed
in accordance with manufacturer’s recommendations and will address areas that can adversely
affect system performance. Preventive maintenance will include a visual inspection and
functional test of system components.
iCare Executive ☐ Included ☒ Excluded
This valuable online service tool includes all the features of iCare Manager plus: real-time status,
metric and custom report, access to “My Document Library” (i.e., document sharing platform),
administrative privileges, and customized email notification.
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Comprehensive Labor Coverage ☒ Included ☐ Excluded
For these customers seeking to manage their financial risk associated with service and repair
labor, this option provides system labor coverage on (1) Service Calls (2) System
Troubleshooting & Diagnostics, and (3) Component Repair Labor. A one-time billable Pre-
contract System Test is required to ensure that the system components are in good working
condition prior to Convergint assuming responsibility for system labor coverage. Any
components found to be deficient will either need to be replaced or excluded from the
comprehensive equipment list.
Comprehensive Equipment Coverage ☐ Included ☒ Excluded
Comprehensive equipment coverage includes the replacement of failed system components
noted in the bill of material at no additional cost. This allows customers to mitigate potential
financial risk that can be associated with unexpected repairs and/ or failed components.
Please note that failed or damaged equipment is based on the conditions noted in the terms and
conditions of this proposal and excludes such items as natural causes or intentional damage. A
one-time billable Pre-contract System Test is required to ensure that the system components
are in good working condition prior to Convergint assuming responsibility for system equipment
coverage. Any components found to be deficient will either need to be replaced or excluded from
the comprehensive equipment list.
Note: Components will be replaced with same or similar technology available at the time of such
replacement. Technology upgrades or system enhancements are not included as part of this
coverage option. Preventive Maintenance must also be included to qualify for equipment
coverage.
Remote Online Diagnostics ☒ Included ☐ Excluded
Utilization of industry standard authentication technology to remotely access your system and
resolve technical issues in real time resulting in a savings of both time and system downtime. A
Convergint Support Specialist, with the support of a screen shari ng session, will work directly
with your personnel for initial call support and troubleshooting. If the issue cannot be resolved
online, a more refined service response will result including the dispatching of a service
representative.
Embedded Specialist ☐ Included ☒ Excluded
The Embedded System Specialist will report directly to Convergint, with day -to-day
accountability to our customer. Specific goals will be established and progress against these
goals will be measured quarterly during a formal goal review meeting. The Embed ded System
Specialist shall manage and administer standard, operational procedures, and assist personnel
in day-to-day system operations. This option provides a dedicated resource ensuring system
integrity, standardization, and continuity
Software Upgrade ☐ Included ☒ Excluded
To keep up with changes in infrastructure and environment, software upgrades may help keep
systems running at an optimal level. Our expertise covers various aspects of upgrades, including
server migration, integration support, resource allocation, scheduled downtime management,
and risk mitigation.
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System Administration ☐ Included ☒ Excluded
Convergint will supplement your internal system administration support by providing valued
front-end database management services. Services may include:
1. System programming changes
2. Standard & custom report set- up and report generation
3. General front-end system diagnostics
Battery Testing ☐ Included ☒ Excluded
Over time, the batteries lose their ability to provide standby power required by the system in
the event of primary power failure. Batteries should be replaced at specified intervals from
date of manufacture or in accordance with manufacturer requirements. The only way to be
assured the batteries will work is through proper load testing, which will be performed as
required during a scheduled Test and Inspection or Preventive Maintenance visit. Battery
replacement is not included and will be billable.
Online Asset and Inspection Reporting ☐ Included ☒ Excluded
Customer asset reporting includes the process of applying registered barcodes to system
devices and loading their relevant information into a web-based database. Convergint’s web-
based reporting system provides immediate documentation that the system and devices are
being tested according to manufacturer’s and/or code requirements.
Storage Analysis ☐ Included ☒ Excluded
Systems are installed based on calculations provided during the design of the original project.
Over time, variables can impact the storage of your system records (e.g., scene complexity,
amount of motion, light levels). This option includes an analysis of the recording to verify you
receive the storage you require. If the storage is lower than desired, Convergint will discuss
the available options. Upgrade of the system storage may require additional pricing.
Priority Emergency Service Response ☐ Included ☒ Excluded
We realize that many customers require a more immediate response to service calls deemed
to be priority one. By selecting this Priority On- Site Response option, Convergint will commit
to responding to these service calls in (4) hours instead of the standard (8), subject to the
exclusions set forth below.
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COVERED EQUIPMENT
Bill of Materials (The Equipment)
The following bill of materials is intended to establish the baseline for this proposal. Equipment not listed
is excluded from scope.
Line Qty Annual
Freq
Description
1 216 1 Exterior Camera (mounted between 12 ft/3.6 m - 18 ft/5.5 m)
2 12 1 Exterior Camera (mounted higher than 18 ft/5.5 m)
Software Support Agreement (SSA/SUSP)
The following bill of materials is intended to establish the baseline for this proposal. Software not listed
is excluded from scope. This bill of materials is not intended to be a comprehensive list of all system
parts
CONVERGINT: UNIQUELY QUALIFIED
Our people, culture, technologies, and service differentiate us from our competitors. Convergint
is committed to being our customers’ best service provider with a culture of integrity,
accountability, and excellence.
Our People | At Convergint, our greatest strength is our people. We hire and develop
the industry’s most dedicated and qualified service colleagues and provide an aggressive
certification plan in the latest technology innovations, industry trends, and regulations.
Our Technologies | Convergint maintains strong relationships with the world’s leading
technology partners. Instead of being limited to one manufacturer, we support a
variety of systems, thus enabling you to avoid sole source dependency while ensuring
long-term system and service flexibility and cost-effectiveness. We have service
technicians certified across a wide range of systems, giving you the ultimate in peace
of mind.
Our Services | Convergint designs service programs to meet each customer’s specific
business goals by leveraging dedicated, certified colleagues to ensure system
integrity and uptime. Convergint’s customer portal, iCare®, gives you real-time
access to your service work orders, status, metrics reporting, and service spend by
site. iCare is a fully integrated tool connected to all aspects of the Convergint enterprise,
from customers to schedulers to technicians in the field. Our iCare portal promotes
transparency, visibility, and accountability to you, our customer.
Our Programs | Our Customer Support Programs are customized to you based on
industry best practices, and your individual site and business objectives. Through this
program, you will be given priority on emergency service calls along with preferred
service discounts on labor rates in accordance with Convergint’s published
Standard Rates.
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Our Commitment | Our commitment to service excellence starts with supporting you
where you are and meeting your internal compliance needs. Telephone diagnostic
support is available for all Customer Support Program customers. Our on-call
technicians will provide diagnostic and troubleshooting support to help reduce your
costs by trying to resolve issues prior to our arrival.
Our Reach | Convergint delivers services across cities, countries, and continents -
but focuses on serving you where you are. When you call us, you reach the local
market office - not a centralized call center. When delivering complex services or
projects for our customers, we excel at connecting partners and subcontracting
partners to serve you the way you want to be served.
Our Culture | Convergint operates on a set of core Values and Beliefs that express
our responsibility to our customers, colleagues, and communities. Our V’s & B’s are
not just words on a page but are the very fabric of Convergint culture. Our daily
commitment to these ideas is one key reason why our customers choose to do
business with Convergint.
TOTAL INVESTMENT
Hourly Service Rates
Business Hours
(8:00am to 5:00pm)
After Hours
(Monday - Saturday)
Sunday & Holiday
Standard Rates $246 $369 $492
CSP Rates 10% off Current
Standard Rate
10% off Current Standard
Rate
10% off Current
Standard Rate
All Service Calls:
• Subject to a two-hour minimum
• Priority 1 (P1) emergency service calls during normal business hours will be billed at After Hours
Rates
• Billed based on technician travel time from portal to portal, including time on site
• Include a trip charge
• May include battery disposal fees
Clarifications:
• Service Rates above are subject to change over the course of this agreement and any change will
be applied at the time of service.
Agreement Details
Agreement Start Date TBD
Agreement Duration 1 Year
Year 1 Year 2 Year 3 Year 4 Year 5
Total Investment $ 109,260.00
Sales Tax Price excludes applicable sales tax
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Payment Schedule The agreement will be invoiced annually in the first month of the agreement
period (Net 30 days) unless mutually agreed otherwise.
Proposal Attachments:
• Clarifications, Qualifications, and Exclusions
• Convergint Technologies Terms and Conditions (Customer Support Program)
By signing below or accepting the services described in this proposal, Customer accepts and agrees to this
proposal, including the enclosed Terms and Conditions, along with any addendums or exhibits that may be
attached or referenced therein. Any additiona l or contrary terms, including on a Customer PO, are expressly
rejected. By signing, you represent and warrant that you have authority to accept this proposal on behalf of
Customer.
Customer Name
Date
Authorized Signature
Printed Name and Title
CLARIFICATIONS, QUALIFICATIONS, & EXCLUSIONS
Software Support Agreement (SSA) and Password & Patch Management (PPM):
Customer has been advised of the SSA and PPM services described above. These services may vary depending on
the specific devices involved, but typically include periodically updating device passwords to meet complexity and
password rotation requirements; securely managing those passwords on behalf of Customer; and periodically updating
device firmware to incorporate vulnerability patches, enhancements, and bug fixes made available by the device
manufacturer. Please ask your Convergint point of contact for m ore details on the specific PPM services available for
your devices. These services reduce the risk of cyber vulnerabilities.
Convergint cannot guarantee the security of the devices it installs or of Customer’s IT environment, no
networked system can be completely secure, and Customer remains ultimately responsible for its IT
environment. However, these services reduce the risk of cyber vulnerabilities for the devices being installed .
IF CUSTOMER DECLINES THESE SERVICES, CUSTOMER (AND NOT CONVERGINT) IS RESPONSIBLE FOR
PERFORMING THESE SERVICES.
Pricing Assumptions
1. The Equipment listed are approximate quantities that were estimated during the site walk. Customer must provide
the final Equipment list to be included in this Agreement, which may result in adjustment of the fees.
2. For comprehensive coverage on systems not installed by Convergint, parts and/or labor coverage will not take
effect until the system has been fully inspected by Convergint and all deficiencies have been corrected by
Customer.
3. Unless specifically included in this Agreement or Customer has separately contracted with Convergint for the
work, all other work related to the Equipment will be billed separately at Convergint’s then current billing rates and
material prices.
4. Customer agrees to provide any necessary equipment to reach inaccessible or limited access equipment. Waivers
may be required prior to operating customer’s lift or heavy equipment. If equipment is not provided, additional
charges may apply.
Customer Responsibilities
1. Customer agrees to maintain at its expense, any software licensing agreements and installed software media
required for the operation and or diagnostics of the Equipment.
2. Customer agrees that when service must be provided where cash, negotiable securities, and other valuables are
readily accessible, Convergint employees and representatives shall always be accompanied by Customer’s
employee or representative.
3. Customer agrees to obtain and pay for all permits and licenses, and to discharge any fines, imposed by any
governmental body or agency relating to the Equipment, its operation or malfunction.
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4. If any Equipment is modified or serviced by a third party during the term of this Agreement, then Convergint has
the right to inspect the Equipment, and Customer agrees to pay Convergint at its then current billing rates and
material prices for the costs of inspection plus parts and/or labor required to align the Equipment with this
Agreement. If Customer refuses such inspection or additional services, then Convergint has the option to delete
such Equipment from this Agreement.
Exclusions
The following are excluded from the scope of services:
1. Convergint has no obligation to perform service, repair or replacement in the event of a Equipment failure or
malfunction due to: burglary, storm, power surge or fluctuation, power failure, abnormal environmental
conditions (such as extreme temperatures), fire, flood, war, riot, civil commotion, other acts of God,
rodent/insect issues, settling of walls or foundation, abuse, usage of Equipment for purposes other than
designed and/or intended, or the negligence or acts or omissions of Customer or any third party. Service,
repairs or replacement necessitated by these conditions are billable to the Customer at Conver gint’s then
current billing rates and material prices.
2. Any work required by new or retroactive code changes, or violations or deficiencies identified prior to the
effective date of this Agreement.
3. Testing, if applicable, of the system does not include troubleshooting of pre -existing system conditions (ground
faults, etc.).
4. For coverage on systems not installed by Convergint, parts and/or labor coverage will not take effect until the
systems have been fully inspected and all deficiencies corrected.
NOTE: REVIEW IMPORTANT PRODUCT SAFETY AND SERVICE INFORMATION PRIOR TO USING A
CONVERGINT-INSTALLED SYSTEM: See “IMPORTANT PRODUCT SAFETY AND SERVICE INFORMATION”
documentation, available at convergint.com/terms.
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IMPORTANT NOTICE
You requested that Convergint provide you with certain security and safety products and
services. By using these products and services, you acknowledge that:
• Under no circumstances should Convergint-provided products and services be your sole
method of security or safety. Effective security and safety require a multi-layered approach
involving people, processes, and technologies. Convergint-provided products and services do not
guarantee security or safety, will not detect or prevent all threats or risks all the time (including threats
they are designed to detect), and will not ensure overall safety and security. You are ultimately
responsible for your people, premises, and property, including for maintaining an effective response
plan and promptly implementing your response plan in response to alarms or threats.
• All security products and services have limitations. No product or service can guarantee safety or
security. It is your responsibility to ensure you are informed about product or service limitations and
that you regularly test and validate the products and safety plans. Reach out to your Convergint
account executive to learn how our support services can help. And if you have a service plan, you
are responsible for promptly notifying Convergint in the event of any defect, malfunction, or
performance issue with the products and services.
• Various factors can impact product performance. Selecting products and settings may involve
tradeoffs between the level of security and safety on the one hand and speed, convenience, and cost
on the other hand. Convergint can give you guidance, but you are ultimately responsible for selecting
products and settings based on your organization’s risk profile and tolerance.
• The products are made by third-party manufacturers, not Convergint. You are bound by and
must use, test, and maintain the products in accordance with the manufacturer’s terms and
instructions. Convergint does not independently validate the accuracy of claims or statements made
by manufacturers, and makes no assurances regarding their accuracy. You are responsible for using
the products and services in compliance with laws and regulations applicable to you or as permitted
in your jurisdiction.
• All products and services are governed exclusively by a final agreement. No advertisement,
literature, brochure, website, or statements made during the sale process or otherwise (whether orally or
in writing) should be interpreted as a promise, warranty, or other assurance.
• You have reviewed the “IMPORTANT PRODUCT SAFETY AND SERVICE INFORMATION”
documentation, available at convergint.com/terms.
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