Common use of Onboarding Services Clause in Contracts

Onboarding Services. Concurrent with the sensor design and deployment activities, ShotSpotter will provide a series of onboarding services to prepare the Police Department to maximize the value of the ShotSpotter service. These standard onboarding steps will be refined to best serve the Department team and ShotSpotter users. ShotSpotter onboarding services are designed to: • Ensure successful ShotSpotter activation (go-live) • Ensure full utilization of the features and functions available with the ShotSpotter service • Ensure that the Department’s Best Practices are refined, as needed, to respond most effectively to the gun crime intelligence data being delivered for the coverage area • Track and monitor the efficacy of the ShotSpotter service ShotSpotter has assembled a Customer Success Team of professionals with more than 100 years of combined law enforcement experience. The mission of this team of Consultants, Trainers, and Analysts is to maximize customer success with the ShotSpotter service. This team is available to our customers both pre- and post-production to advise, train, and guide them on the most effective use of the tools and services available with the ShotSpotter solution. The following provides a high-level overview of ShotSpotter’s standard Customer Onboarding Services, which will be tailored to support the Department: Getting Started Prior to contract execution, a ShotSpotter Customer Success Director will work with the Department’s project team to plan the onboarding process, beginning with an onsite Customer Kick-Off Meeting with all stakeholders. The teams will review the program objectives, lay out the key implementation steps, agree on a targeted activation date (go-live), and establish a protocol for ongoing communication throughout the onboarding process. ShotSpotter will schedule biweekly status calls with the Department’s Program Manager and other project leaders to maintain regular communication throughout the implementation process. Best Practices Early in the Customer Onboarding Process, ShotSpotter’s Customer Success team, led by the assigned Customer Success Director, will work with the Department’s Program Manager and other project leaders to schedule and conduct a series of Best Practices sessions. These sessions will assist the Department in establishing response protocols and procedures to manage the gunshot alerts and gun crime intelligence data that will be provided upon activation of the ShotSpotter service. ShotSpotter will customize and conduct these sessions for each of the following groups of users involved in the gun violence reduction program in the targeted coverage area: • Program Management • Dispatch/Communications • Field Operations/Patrol • Investigations • Prosecution • Intelligence & Crime Analysis User Training ShotSpotter will assign a Customer Success Director to the Department to ensure that we deliver consistent, quality best practices training based on the Department’s needs to maximize the value of our service. The Customer Success Director will remain engaged with the Department for the duration of our relationship. In preparation for the planned cutovers, ShotSpotter will assign a Trainer to the Department to train each group of users on the ShotSpotter applications, including Respond, Dispatch, ShotSpotter Administrative Portal, and ShotSpotter Insight. The Trainer will conduct a Training Orientation with the Department’s Program Manager to ensure all users are properly trained on the relevant applications. ShotSpotter’s Trainer will work with the Department to tailor a training program that addresses the unique needs and/or scheduling constraints of the Department users. The training will be performed through a combination of remote instructor-led live training, train-the-trainer, and on- line recorded computer-based training. Agency Metrics/KPIs (Key Performance Indicators) ShotSpotter Customer Success team members, led by the assigned Customer Success Director, will work with the Department’s Program Manager and Command staff to review, define, and adopt a set of agency metrics, or Key Performance Indicators (KPIs), to establish and monitor the efficacy of the ShotSpotter service and related agency Best Practices. It is important to ensure that the agency and all stakeholders have visibility (and routines in place) to track the program metrics or KPIs needed to monitor the status of the program and to make informed decisions regarding resources, response protocols, and the best practices to drive success. Onsite Support During Service Activation (Go-Live) On the day of ShotSpotter service activation to a live production status, ShotSpotter’s Customer Success Director will be on site to ensure that the transition is smooth, that the established best practices are being implemented as planned, and that user questions are answered quickly. Prior to cutover, ShotSpotter team will facilitate an introduction to the ShotSpotter Support organization to review the support process and introduce the designated Technical Support Engineer to the Department. Following system activation, the designated Technical Support Engineer will facilitate a series of Status Calls with the Department to review the performance of the service. The Customer Success Director will continue to work with the Department to review and results being achieved by each group of users involved in the gun violence reduction program. As an ongoing service, the Customer Support organization will publish a monthly Scorecard to the Department to communicate details on system performance and our service including the number of Gunshot Alerts, Misses, Mislocated Incidents, Misclassified Incidents, and other useful metrics. This report will be reviewed by the designated Technical Support Engineer on a monthly basis and any and all concerns will be discussed and addressed. ShotSpotter standard customer support includes 24/7 assistance with user accounts, software interface, tools, features, incident (re)classification, and review. Tier 1 Support is provided by our Incident Review Center (IRC). IRC staff have extensive experience with ShotSpotter applications and provide real-time support of basic issues, and first level of support for information gathering and triage for advanced troubleshooting by Tier 2 Support. The Tier 2 Support Team comprises technically advanced, experienced Customer Support professionals who are responsible for advanced levels of troubleshooting and analysis, IT Support, mapping issues, etc. Features • Login support Normal Support: • Analysis of missed gunshots • Detailed audio search • Performance analysis • Integration issues Critical Support: • System outage • Report a misclassification • Report a missed incident • Report a mislocated incident • Basic audio request • General/application questions • Request for ILS Hours of Operation 24x7x365 Normal Support: 5 am – 11 pm Pacific Time Zone Escalation: 24x7x365 ShotSpotter has 120 customers covering more than 750 square miles. ShotSpotter is the leader in the development and deployment of wide area acoustic gunshot detection and location systems. Today, ShotSpotter provides gunshot detection and location services to college/university campuses across the country. Among these are: • University of Alabama • University of California, Berkeley • University of California, San Diego • Savannah College of Art & Design (SCAD), Georgia • University of Maryland, College Park • Hampton University, Virginia • University of West Georgia • University of Phoenix, Arizona • East Carolina University, North Carolina The table below summarizes the proposed pricing for both coverage areas.

Onboarding Services. Concurrent with the sensor design and deployment activities, ShotSpotter will provide a series of onboarding services to prepare the Police Department agency to maximize the value of the ShotSpotter Investigate service. These standard typical onboarding steps will be refined to best serve the Department team and ShotSpotter Investigate users. ShotSpotter onboarding services are designed to: • Ensure successful implementation of ShotSpotter activation (Investigate go-live) live • Ensure the Department achieves maximum benefit by full utilization of the modules features and functions available with of the ShotSpotter service platform. • Ensure that the Department’s Best Practices are refined, as needed, to respond utilize the system most effectively to the gun crime intelligence data being delivered for the coverage area • Track and monitor the efficacy of the ShotSpotter service effectively. ShotSpotter has assembled a Customer Success Team of professionals with more than 100 hundreds of years of combined law enforcement experience. The mission of this team of Consultants, Trainers, and Analysts is to maximize customer success with the ShotSpotter service. This team is available to our customers both pre- and post-production to advise, train, and guide them on the most effective use of the tools and services available with the ShotSpotter solution. The following provides a high-level overview of ShotSpotter’s standard typical Customer Onboarding Services, which will be tailored to support the Department: Getting Started Prior to contract execution, a ShotSpotter Customer Success Director will work with the Department’s project team to plan the onboarding process, beginning with an onsite Customer Kick-Off Meeting with all stakeholders. The teams will review the program objectives, lay out the key implementation steps, agree on a targeted activation date (go-live), and establish a protocol for ongoing communication throughout the onboarding process. ShotSpotter will schedule biweekly status calls with the Department’s Program Manager and other project leaders to maintain regular communication throughout the implementation process. Best Practices Early in the Customer Onboarding Process, ShotSpotter’s Customer Success team, led by the assigned Customer Success Director, will work with the Department’s Program Manager and other project leaders to schedule and conduct a series of Best Practices sessions. These sessions will assist the Department in establishing response protocols and procedures to manage the gunshot alerts and gun crime intelligence data that will be provided upon activation of the ShotSpotter service. ShotSpotter will customize and conduct these sessions for each of the following groups of users involved in the gun violence reduction program in the targeted coverage area: • Program Management • Dispatch/Communications • Field Operations/Patrol • Investigations • Prosecution • Intelligence & Crime Analysis User Training ShotSpotter will assign a Customer Success Director to the Department to ensure that we deliver consistent, quality best practices training based on the Department’s needs to maximize the value of our service. The Customer Success Director will remain engaged with the Department for the duration of our relationship. In preparation Following contract execution, the ShotSpotter Customer Success Director will work with the Department’s project team to plan the implementation process, beginning with a Customer Kick- Off Meeting with all stakeholders. The teams will review the program objectives, lay out the key implementation steps, agree on a project timeline, including targeted activation date (go-live), and establish a protocol for ongoing communication throughout the planned cutovers, onboarding process. ShotSpotter will assign a Trainer to the Department to train each group of users on the ShotSpotter applications, including Respond, Dispatch, ShotSpotter Administrative Portal, and ShotSpotter Insight. The Trainer will conduct a Training Orientation schedule regular status calls with the Department’s Program Manager and other project leaders to ensure all users are properly trained on maintain regular communication throughout the relevant applicationsimplementation process. • Conduct initial kickoff meeting and a follow-up meeting • Collect Business Requirements • Develop Project Plan and timeline • Track and Manage Risks • Bi-weekly Status Calls • Design document describing system configurations • Analyze feasibility of third party integration requests * • Configurations described with text descriptions, and basic business rule tables. • Track and Manage Risks • Bi-weekly Status Calls • Implement configurations and prepare system • Functional testing • Demonstrate the basic design for data capture to validate configuration process • Prepare application for acceptance testing • Track and Manage Risks • Bi-weekly Status Calls • Deliver training • Provide User Acceptance Testing (UAT) ready application so customer can conduct UAT phase • Customer performs final acceptance testing • Remediation of items identified in UAT • Assist with 3rd party integration (if applicable) • Assist with roll-out to various disciplines and units • Bi-weekly Status Calls Complete kickoff meeting and meeting follow-up including list of action items and responsibilities. Design document specifying Modules, Case Folder, and Worksheet types and system configurations and feasibility analysis for third party integrations. System demonstration Training conducted. UAT completed. Application ready for production Early in the Customer Onboarding Process, ShotSpotter’s Trainer will work with the Department to tailor a training program that addresses the unique needs and/or scheduling constraints of the Department users. The training will be performed through a combination of remote instructor-led live training, train-the-trainer, and on- line recorded computer-based training. Agency Metrics/KPIs (Key Performance Indicators) ShotSpotter Customer Success team membersteam, led by the assigned Customer Success Director, will work with the Department’s Program Manager and Command staff other project leaders to reviewschedule and conduct Best Practices sessions for the Investigations division leadership and patrol leadership. These sessions (which may be held in conjunction with other training sessions or meetings) will assist the Department in establishing protocols and procedures to deploy the Investigate platform across the agency in a manner that maximizes efficiency and produces optimal investigative outcomes. ShotSpotter will conduct these sessions in coordination with the following groups of users as applicable: • Program Management • Investigations • Intelligence & Crime Analysts • Patrol Management In preparation for system roll-out, defineShotSpotter will assign a Trainer to provide instruction on system functionality and proper use. The Trainer will confer with the Department’s Program Manager and assist in developing a plan to ensure end users are properly trained on the relevant components of the application. The trainer will provide train-the-trainer instruction to project team members and identified key personnel from the Department’s various user groups. ShotSpotter will provide copies of user manuals and training slides for the Department to duplicate as needed to enable Department Trainers to train additional personnel. The training may be delivered either through online training, in-person training, or a combination of both, as determined by the Customer Success Director and Department. The Department will designate one or more System Administrator(s) who will create and manage the agency-level configurations and end user accounts via the Investigate Admin Portal, including the following: • Agency Contact information and Logos or Trademark uploads • Citizen Website configurations, including text-based edits and citizen submission form configurations • Organization hierarchy configurations (org chart) • User account management ShotSpotter will provide training on the Admin Portal use as well as a written Admin User Guide. The System Administrator will manage routine user support requests such as password resets and granting new user permissions. The ShotSpotter Customer Success and Product Management teams will support the System Administrators to ensure initial setup and configurations are properly completed. The Department will designate key personnel to perform User Acceptance Testing (UAT). The UAT Group should have diversified roles and responsibilities and represent the different user groups within the Department. They will use the production system during an initial brief test period to simulate their regular tasks of entering data, managing workflow, and adopt visualizing information. The UAT Group will provide feedback to the Customer Success Director on any defects or deficiencies experienced. ShotSpotter will log and review any reported issues, provide a set response, and fix any confirmed defects prior to full system roll-out. Upon completion of agency metricsUAT, or Key Performance Indicators (KPIs), the system will be a production system ready for full use. The Customer Success Director will assist the Department to establish and monitor the efficacy implement a plan for a controlled deployment of the ShotSpotter service new production system that allows users to incrementally adapt to the new system. This will be accomplished by identifying the different investigative disciplines that will use the platform (e.g., criminal investigators, Intelligence teams, Internal Affairs, etc.) and related agency Best Practicesthen scheduling each unit (according to discipline) for a roll-out date. It As the Investigate platform is important to ensure that rolled out for the agency and all stakeholders have visibility (and routines in place) to track the program metrics or KPIs needed to monitor the status of the program and to make informed decisions regarding resources, response protocols, and the best practices to drive success. Onsite Support During Service Activation (Go-Live) On the day of ShotSpotter service activation to a live production statusvarious investigative units, ShotSpotter’s Customer Success Director will be on site remain in communication to ensure that the transition is smooth, that the established best practices are being implemented as planned, and that to answer user questions are answered quickly. Prior to cutoverFollowing roll-out, ShotSpotter team the Customer Success Director will facilitate an introduction to the ShotSpotter Support organization to review the support process and introduce the designated Technical Support Engineer to the Department. Following system activation, the designated Technical Support Engineer will facilitate a series of Status Calls with the Department to review the performance of the serviceprocess. The Customer Success Director will continue to work with the Department to review and the results being achieved by each group of users involved in the gun violence reduction program. As an ongoing service, the Customer Support organization will publish ShotSpotter Investigate is offered on a monthly Scorecard to the Department to communicate details tiered annual subscription model based on system performance and our service including the number of Gunshot Alertsusers and one time fees. Payment for the service initiation, Misses, Mislocated Incidents, Misclassified Incidentsonboarding, and other useful metricsthree-year subscription term ($123,000 total) shall be as follows: Three-Year Payment Terms1 • 100% service and installation fees due upon completion of the initial Customer Kickoff Meeting ($15,000) • 100% of Year 1 subscription fees due monthly in arrears beginning upon ShotSpotter activation (live) status ($3,000 per month) (total of $36,000 for year 1 ) • 100% of Year 2 subscription fees due monthly in arrears beginning at 1st anniversary of ShotSpotter live status ($3,000 per month) (total of $36,000for year 2) • 100% of Year 3 subscription fees due monthly in arrears beginning at 2nd anniversary of ShotSpotter live status ($3,000 per month) (total of $36,000for year 3) This pricing is submitted based on the following assumptions: • Pricing and the monthly payment terms stated above are predicated on a signed agreement on or before December 31, 2021. • This pricing assumes that the services will be delivered under the terms of the Agreement to Furnish a Cloud-Based Case Management Software Solution and Exhibit B thereto, ShotSpotter Investigate Services Agreement. • This pricing does not include any state or local taxes; if taxes are applicable, we will be happy to provide an amended price quotation upon request. This report pricing assumes that the Investigate deployment will be reviewed by support the designated Technical Support Engineer on a monthly basis and any and all concerns will be discussed and addressed. ShotSpotter standard customer support includes 24/7 assistance agency with user accounts, software interface, tools, features, incident (re)classification, and review. Tier 1 Support is provided by our Incident Review Center (IRC). IRC staff have extensive experience with ShotSpotter applications and provide real-time support of basic issues, and first level of support for information gathering and triage for advanced troubleshooting by Tier 2 Support. The Tier 2 Support Team comprises technically advanced, experienced Customer Support professionals who are responsible for advanced levels of troubleshooting and analysis, IT Support, mapping issues, etc. Features • Login support Normal Support: • Analysis of missed gunshots • Detailed audio search • Performance analysis • Integration issues Critical Support: • System outage • Report a misclassification • Report a missed incident • Report a mislocated incident • Basic audio request • General/application questions • Request for ILS Hours of Operation 24x7x365 Normal Support: 5 am – 11 pm Pacific Time Zone Escalation: 24x7x365 ShotSpotter has 120 customers covering more than 750 square miles. ShotSpotter is the leader up to 20 detectives in the development Criminal Intelligence Unit. If desired, the Department may expand beyond this number of sworn officers for an additional fee. • This pricing remains valid for thirty (30) days from the date of this proposal. • This pricing is contingent upon ShotSpotter receiving a three-year contract commitment allowing us to invoice automatically for each annual subscription term over the three years of the agreement, without any requirement for obtaining additional approvals, purchase orders, or notifications. • This pricing does not include the costs for ShotSpotter data conversion or integration professional services, nor any costs required from other vendors to implement and deployment of wide area acoustic gunshot detection and location systemssupport interfaces. Today, 1 Includes special monthly payment terms exclusively for 2021 ShotSpotter provides gunshot detection and location services to college/university campuses across the country. Among these are: • University of Alabama • University of California, Berkeley • University of California, San Diego • Savannah College of Art & Design (SCAD), Georgia • University of Maryland, College Park • Hampton University, Virginia • University of West Georgia • University of Phoenix, Arizona • East Carolina University, North Carolina The table below summarizes the proposed pricing for both coverage areasInvestigate subscriptions.

Onboarding Services. Concurrent with the sensor design and deployment activities, ShotSpotter will provide a series of onboarding services to prepare the Police Department to maximize the value of the ShotSpotter service. These standard onboarding steps will be refined to best serve the Department team and ShotSpotter users. ShotSpotter onboarding services are designed to: • Ensure successful ShotSpotter activation (go-live) • Ensure full utilization of the features and functions available with the ShotSpotter service • Ensure that the Department’s Best Practices are refined, as needed, to respond most effectively to the gun crime intelligence data being delivered for the coverage area • Track and monitor the efficacy of the ShotSpotter service ShotSpotter has assembled a Customer Success Team of professionals with more than 100 years of combined law enforcement experience. The mission of this team of Consultants, Trainers, and Analysts is to maximize customer success with the ShotSpotter service. This team is available to our customers both pre- and post-production to advise, train, and guide them on the most effective use of the tools and services available with the ShotSpotter solution. The following provides a high-level overview of ShotSpotter’s standard Customer Onboarding Services, which will be tailored to support the Department: Getting Started Prior to contract execution, a ShotSpotter Customer Success Director will work with the Department’s project team to plan the onboarding process, beginning with an onsite Customer Kick-Off Meeting with all stakeholders. The teams will review the program objectives, lay out the key implementation steps, agree on a targeted activation date (go-live), and establish a protocol for ongoing communication throughout the onboarding process. ShotSpotter will schedule biweekly status calls with the Department’s Program Manager and other project leaders to maintain regular communication throughout the implementation process. Best Practices Early in the Customer Onboarding Process, ShotSpotter’s Customer Success team, led by the assigned Customer Success Director, will work with the Department’s Program Manager and other project leaders to schedule and conduct a series of Best Practices sessions. These sessions will assist the Department in establishing response protocols and procedures to manage the gunshot alerts and gun crime intelligence data that will be provided upon activation of the ShotSpotter service. ShotSpotter will customize and conduct these sessions for each of the following groups of users involved in the gun violence reduction program in the targeted coverage area: • Program Management • Dispatch/Communications • Field Operations/Patrol • Investigations • Prosecution • Intelligence & Crime Analysis User Training ShotSpotter will assign a Customer Success Director to the Department to ensure that we deliver consistent, quality best practices training based on the Department’s needs to maximize the value of our service. The Customer Success Director will remain engaged with the Department for the duration of our relationship. In preparation for the planned cutovers, ShotSpotter will assign a Trainer to the Department to train each group of users on the ShotSpotter applications, including Respond, Dispatch, ShotSpotter Administrative Portal, and ShotSpotter Insight. The Trainer will conduct a Training Orientation with the Department’s Program Manager to ensure all users are properly trained on the relevant applications. ShotSpotter’s Trainer will work with the Department to tailor a training program that addresses the unique needs and/or scheduling constraints of the Department users. The training will be performed through a combination of remote instructor-led live training, train-the-trainer, and on- line recorded computer-based training. Agency Metrics/KPIs (Key Performance Indicators) ShotSpotter Customer Success team members, led by the assigned Customer Success Director, will work with the Department’s Program Manager and Command staff to review, define, and adopt a set of agency metrics, or Key Performance Indicators (KPIs), to establish and monitor the efficacy of the ShotSpotter service and related agency Best Practices. It is important to ensure that the agency and all stakeholders have visibility (and routines in place) to track the program metrics or KPIs needed to monitor the status of the program and to make informed decisions regarding resources, response protocols, and the best practices to drive success. Onsite Support During Service Activation (Go-Live) On the day of ShotSpotter service activation to a live production status, ShotSpotter’s Customer Success Director will be on site to ensure that the transition is smooth, that the established best practices are being implemented as planned, and that user questions are answered quickly. Prior to cutover, ShotSpotter team will facilitate an introduction to the ShotSpotter Support organization to review the support process and introduce the designated Technical Support Engineer to the Department. Following system activation, the designated Technical Support Engineer will facilitate a series of Status Calls with the Department to review the performance of the service. The Customer Success Director will continue to work with the Department to review and results being achieved by each group of users involved in the gun violence reduction program. As an ongoing service, the Customer Support organization will publish a monthly Scorecard to the Department to communicate details on system performance and our service including the number of Gunshot Alerts, Misses, Mislocated Incidents, Misclassified Incidents, and other useful metrics. This report will be reviewed by the designated Technical Support Engineer on a monthly basis and any and all concerns will be discussed and addressed. ShotSpotter standard customer support includes 24/7 assistance with user accounts, software interface, tools, features, incident (re)classification, and review. Tier 1 Support is provided by our Incident Review Center (IRC). IRC staff have extensive experience with ShotSpotter applications and provide real-time support of basic issues, and first level of support for information gathering and triage for advanced troubleshooting by Tier 2 Support. The Tier 2 Support Team comprises technically advanced, experienced Customer Support professionals who are responsible for advanced levels of troubleshooting and analysis, IT Support, mapping issues, etc. Features • Login support Normal Support: • Analysis of missed gunshots • Detailed audio search • Performance analysis • Integration issues Critical Support: • System outage • Report a misclassification • Report a missed incident • Report a mislocated incident • Basic audio request • General/application questions • Request for ILS Normal Support: • Analysis of missed gunshots • Detailed audio search • Performance analysis • Integration issues Critical Support: • System outage Hours of Operation 24x7x365 Normal Support: 5 am – 11 pm Pacific Time Zone Escalation: 24x7x365 ShotSpotter has 120 more than 125 customers covering more than 750 over 900 square miles. ShotSpotter is the leader in the development and deployment of wide area acoustic gunshot detection and location systems. Today, ShotSpotter provides gunshot detection and location services to college/university campuses law enforcement agencies across the country. Among these are: • University New York, NY • Miami, FL • Chicago, IL • San Francisco, CA • Milwaukee, WI • Omaha, NE • Minneapolis, MN • Fresno, CA • Boston, MA • Washington DC • Hot Springs, AR • Cape Girardeau, MO • Parris, CA • Mansfield, OH ShotSpotter systems are deployed to provide coverage for a specified area, bounded by a specific coverage area perimeter. ShotSpotter will design the coverage area based upon the Department’s requirements and based upon analysis of Alabama • University historical crime data. The areas delineated by a blue or red boundary in the images below are a rough estimate of California, Berkeley • University of California, San Diego • Savannah College of Art & Design (SCAD), Georgia • University of Maryland, College Park • Hampton University, Virginia • University of West Georgia • University of Phoenix, Arizona • East Carolina University, North Carolina The table below summarizes the proposed pricing for both coverage areasarea based on analysis of the Department-provided crime data as described below. The precise size of the area (i.e., in square miles) can only be verified with actual acoustic propagation information; therefore, the final coverage area may vary. ShotSpotter will perform this verification during the installation process.