HomeMy WebLinkAbout08 APPROVAL OF IT END USER SUPPORT SERVICES CONTRACTDocusign Envelope ID: 78C8468B-4294-4673-A5E3-DDB71DE1A2D0
Agenda Item 8
AGENDA REPORT
s�
MEETING DATE: JULY 15, 2025
TO: ALDO E. SCHINDLER, CITY MANAGER
Initial
Reviewed: a`V�
City Manager
Finance Director
FROM: JENNIFER KING, FINANCE DIRECTOR/CITY TREASURER
SUBJECT: APPROVAL OF IT END USER SUPPORT SERVICES CONTRACT
SUMMARY:
The City's IT Division is responsible for citywide Information Technology (IT) network,
devices, and end user (help desk) support services. The increasing volume of end user
support requests has required substantial attention from the IT team, diverting their focus
from crucial infrastructure management tasks. To address this challenge, an End User
Support Contract which provides dedicated services is recommended to manage and
resolve these requests efficiently.
RECOMMENDATION:
It is recommended that the City Council authorize the City Manager or designee to execute
a contract with 360S2G and subsequent amendments for up to 10% contingency when
necessary for IT End User Support Services.
FISCAL IMPACT:
The annual cost of IT End User Support Services is $210,000 for up to 2,100 service hours.
Sufficient budget has been appropriated in the Fiscal Year 2025-2026 Information
Technology Fund. Contract cost for future years will be incorporated in future budget for
the City Council's consideration.
CORRELATION TO THE STRATEGIC PLAN:
This project contributes to the fulfillment of the City's Strategic Plan Goal E: Organizational
Excellence and Customer Services, Strategy 5; Implement a Citywide information
technology plan to prioritize technology investments and ensure that technology serves the
purpose of customer services, staff efficiency, financial accountability and excellent service
delivery. Specifically, the IT End User Support Service Contract will fulfill department end
user requests, improve customer service experience, and allow the IT team to focus on the
overall IT network infrastructure.
BACKGROUND AND DISCUSSION:
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City Council Agenda Report
Contract Approval for a IT End User Support Services
July 15, 2025
Page 2
The City's IT team manages organization -wide information technology, phone, and camera
systems at multiple locations with over 400 users and 800 devices. The team receives on
average over 3,000 end user service requests per year and supports 24/7 public safety
needs. To be able to respond to all service requests in a timely and efficient manner is
critical in delivering public services to the community. The challenge is to ensure all service
needs are met as well as allowing sufficient staffing resources be dedicated to maintain
network security and functionality. Having a dedicated End User Support Technician under
contract will allow the IT team to focus on infrastructure management, improving system
reliability, and exploring innovative products and services, all of which will enable both end
users and the IT infrastructure to function optimally.
In June 2025, the City issued a formal request for proposal (RFP) for IT End User Support
Services. A total of 19 proposals were received. The IT team evaluated all proposals based
on the following criterial:
• municipality and public safety experience;
• responses to the RFP's scope of work;
• staffing backup and service continuity plan; and
• required certifications.
Staff recommends that 360S2G be selected for IT End User Support services. 360S2G has
extensive experience supporting municipality and public safety operations. Their staff's
California Law Enforcement Telecommunications System (CLETS) training enables them
to serve public safety operation without a transition period.
Jennifer King
Finance Director/City Treasurer
��
JoacK6n Romero
IT Manager
Attachments:
1. Request for Proposal 1T End User Support Services
2. Proposal — 360S2G
3. Contract — 360S2G
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Due Date: 5:00 pm., Friday, June 20, 2025
Location - Via OpenGov
THE CITY OF TUSTIN is
soliciting proposals for:
IT End User Support Services
Questions submitted through OpenGov by
10:00 am, Monday, June 16, 2025
• No Verbal questions will be accepted.
• Questions of a substantial nature will be
addressed in an addendum.
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City of Tustin
IT End User Support Services
1. ORGANIZATION OVERVIEW
The City of Tustin is seeking proposals from qualified vendors to provide comprehensive IT End
User Support Services. Our organization requires reliable, professional technical support to
maintain operational efficiency and to ensure minimal disruption to daily business operations.
2. PROJECT SCOPE AND OBJECTIVES
2.1 Primary Objective
To establish a contractual relationship with a qualified service provider to deliver
comprehensive IT end user support services that meet our organization's technical
requirements while maintaining high levels of customer satisfaction and system
availability.
2.2 Project Goals
• Minimize system downtime and technical disruptions
• Provide timely resolution of technical issues
• Maintain comprehensive documentation of all support activities
• Ensure knowledge transfer and continuous improvement
• Deliver cost-effective technical support solutions
3. DETAILED SCOPE OF WORK
3.1 Consultant Services Required
Position: End User Support Technician
3.1.1 Services Included
3.1.2 Hardware Support
• Desktop and laptop hardware troubleshooting and repair
• Diagnosis and resolution of hardware -related issues
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• Component replacement and system optimization
• Preventive maintenance activities
3.1.3 Software Support
• Software installation, updates, and configuration
• Operating system troubleshooting and maintenance
• Application installation and support
3.1.4 Mobile Device Management
• iPhone device support and troubleshooting
• Android device support and troubleshooting
• Mobile application installation and configuration
• Basic mobile device security management
3.1.5 Communication Systems Support
• VoIP Phone Support (Basic End User Support)
• Phone system troubleshooting and configuration
• User training on phone system features
3.1.6 Audio Visual Equipment Support
• AV Equipment Support (Basic End User Support)
• Conference room technology troubleshooting
• Projector, display, and audio system support
3.1.7 Network and Connectivity
• Network connectivity issues resolution
• Basic network troubleshooting
• Wi-Fi connectivity support
• Internet access problem resolution
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3.1.8 User Account Management
• Password resets and account management
• User account creation and modification
• Access control and permissions management
• Active Directory basic administration
3.1.9 Application and Email Support
• Email system support and troubleshooting
• Business application support
• User training on software applications
• Integration and compatibility issue resolution
3.1.10 Security and Training
• Basic security awareness training
• Implementation of security best practices
• User education on cybersecurity threats
• Incident response support
3.1.11 Physical Requirements
• Ability to move equipment between storage locations
• Physical capability to lift up to 30 pounds
• Equipment setup and relocation services
3.1.12 On -Site Support
• On -site technical support as required
• Face-to-face troubleshooting and assistance
• Physical equipment inspection and repair
3.2 Excluded Services
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The following services are explicitly excluded from this contract:
• Network infrastructure management
• Data recovery services (beyond basic PC backup restore)
• Advanced network configuration and management
• Server administration and maintenance
• Complex data center operations
4. SERVICE LEVEL REQUIREMENTS
4.1 Availability Requirements
• Service Hours: Monday through Friday, 8:00 AM to 5:00 PM
• Lunch Break: One (1) hour lunch break during standard hours
• Holiday Schedule: To be negotiated based on organization calendar
• Emergency Support: After-hours support requirements to be specified
5. TECHNICAL SUPPORT REQUIREMENTS
5.1 Support Ticket Management
• Timely response to all support tickets
• Proper categorization and prioritization of issues
• Regular status updates on ongoing issues
• Escalation procedures for complex problems
5.2 Documentation Requirements
• Detailed documentation of troubleshooting steps
• Comprehensive incident reports
• Solution documentation for future reference
• Process improvement recommendations
5.3 Knowledge Base Management
• Knowledge base updates with resolved issues
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• Creation of user guides and tutorials
• Maintenance of technical documentation
• Best practices documentation
6. REPORTING REQUIREMENTS
6.1 Regular Reporting
• Weekly Status Updates/Timesheets: Emailed to designated supervisor every Friday
6.2 Incident Reporting
• Incident reports for major disruptions within 24 hours
• Root cause analysis for critical incidents
• Post -incident review and improvement recommendations
7. TICKET MANAGEMENT SYSTEM
7.1 Primary Platform
• System: JITBIT Help Desk
• Requirement: All service requests must be logged in JITBIT Help Desk
• Access: Vendor must utilize existing ticketing system
7.2 Ticketing Procedures
• Proper ticket categorization and tagging
• Regular ticket updates and status changes
• Accurate time tracking and effort reporting
• Customer communication through ticket system
8. VENDOR QUALIFICATIONS
8.1 Minimum Requirements
• Minimum 2 years' experience in IT end user support
• Experience supporting municipal agencies and public safety services (police)
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• Experience with Microsoft Windows environments
• Mobile device management experience
• VolP system experience
• Valid business license and insurance coverage
8.2 Preferred Qualifications
• Microsoft Certified Professional (MCP) or equivalent
• CompTIA A+
• Experience with JITBIT Help Desk or similar ticketing systems
• Local presence and support capabilities
• References from similar engagements
8.3 Staffing Requirements
• Dedicated technician assigned to this contract
• Backup coverage for absences and vacations
• Appropriate background checks and security clearances
• Professional appearance and communication skills
9. PROPOSAL REQUIREMENTS
9.1 Technical Proposal
Vendors must provide detailed responses to the following:
9.1.1 Personnel Qualifications
• Resume and certifications of proposed technician
• Backup personnel qualifications
9.1.2 Technical Approach
• Methodology for service delivery
0 Quality assurance procedures
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• Escalation procedures
• Knowledge transfer processes
10. CONTRACT TERMS
10.1 Contract Duration
• Initial contract term: 12 months
• Renewal options: Four (4) one-year options to renew
• Termination clauses: Standard, per the Services Agreement
PROCEDURE FOR SUBMITTING PROPOSALS
Proposal Responses — Proposals must be received electronically through OpenGov no later
than 5:00 p.m. on Friday, June 20, 2025. Submittal questions may be directed to Linda Anicich /
Ian icich(a)_tustinca.orq.
The following instructions describe the form in which proposals must be presented. Proposal
documents must be prepared simply, economically, and provide a straightforward, concise
response to the requirements of the RFP. Completeness and clarity of content must be
emphasized. The requirements stated do not preclude offerors from furnishing additional reports,
functions, and costs as deemed appropriate.
A. TRANSMITTAL LETTER
The proposal transmittal letter shall contain the following:
• Name of individual, partnership, company, or corporation submitting proposal.
• Statement which indicates an understanding of the scope of work as presented
in this specification and confirmation that all terms and conditions of the RFP are
understood and acknowledged by the undersigned.
• Signature(s) of representative(s) legally authorized to bind the offeror.
B. SECTION I: GENERAL APPROACH AND PLANS
• This section of the proposal must contain all work requirements necessary to
accomplish the tasks as defined in the Scope of Work section. It will outline the
proposed approach, methodology, work plan, and schedules to accomplish the
tasks and to produce the deliverables.
• Proposal shall state as completely as possible, the proposer's understanding of
and approach to accomplishing the City's stated needs, such as;
o 1) Description of all project requirements;
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o 2) Description of plan to accomplish tasks, study, project, etc.;
C. SECTION II: QUALIFICATIONS AND EXPERIENCE
This section must contain the following information:
• A Statement of Qualifications of the proposed project team members.
• Contact information including address, telephone, email, and fax, etc. for the
identified project manager.
• Provide a brief history of the company, the current corporate environment, and
any other pertinent historical information about your company.
• A list of two or more two municipal client references on projects of similar size
and scope, including names, addresses, and telephone numbers and brief
description of the type of service provided. Consultant must grant the City
permission to contact all references provided.
D. SECTION III: COST AND TIMELINE
• Identification of all costs Consultant/Vendor will charge for performing the tasks
necessary to accomplish the objectives of this RFP.
SCHEDULE OF EVENTS
The following is the schedule of events that the City plans to follow in conducting this solicitation:
Event
Tentative Date
Issuance of RFP
June 4, 2025
Clarification Questions Due
June 16, 2025 10 a.m.
Due Date for Proposals
June 20, 2025 5 .m.
Interviews of Finalists, if applicable
TBD
PROPOSAL EVALUATION, INTERVIEWS, and AWARD PROCESS
Award will be based upon a review and evaluation by staff designated by the Finance Director.
Each proposal will be evaluated based on the following criteria.
• General approach and plans to meet the requirements of the RFP
• Qualifications and experience
• The Consultant's past performance on assignments of similar size and scope
• Proposed costs
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STANDARD TERMS AND CONDITIONS
Attachment A
1. Application
These standard terms and conditions shall apply to all City of Tustin (hereafter "City")
solicitations and procurements, unless specifically excepted in the solicitation specifications
or additional documents negotiated by the parties prior to formal award.
2. Requirements
By submitting a proposal, the respondent agrees to provide the City with the agreed upon
services described in the solicitation in accordance with these standard terms and
conditions, at the agreed upon price and in compliance with the stated specifications, any
subsequent addendums issued prior to the date of the opening, and any negotiated terms
subsequent to the acceptance of proposals.
3. Legal Compliance
Proposer must comply with all Federal, State and Local laws, statutes, ordinances,
regulations and standards in effect at the time of delivery of goods and services, and must
maintain any and all required licenses and certificates required under the same laws,
statutes, ordinances, regulations and standards for services and/or goods provided in
response to this solicitation.
4. Modifications and Addendums
The City shall have the right to modify any of the solicitation documents prior to submission
deadline and will endeavor to notify potential proposers, but failure to notify shall impose no
liability or obligation on the City. All modifications and addendums must be in written form
prepared by the City department issuing the solicitation. Proposers are responsible for
incorporating any and all modifications and addendums into their submissions.
5. Interaretation of Solicitation Documents
The City is the final judge of the meaning of any word(s) sentences, paragraphs or other
parts of the solicitation documents. Proposers are encouraged to seek clarification, before
submitting a proposal, of any portion of the proposal documents that appears to be
ambiguous, unclear, inconsistent, or otherwise in error. Clarifications will be in writing.
6. Late Proposals
Proposals must be received by the City by the time specified in the solicitation. The City will
not accept late submissions. The vendor must use OpenGov for proposal submittal.
OpenGov time stamp shall be the official time of receipt.
7. Minor Irregularities
The City reserves the right to waive any minor irregularities that do not materially affect the
scope or pricing of submitted proposals
8. Responsiveness of Proposals
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Proposal submissions that fail to meet significant requirements outlined in the solicitation
documents will be considered "non responsive".
9. Withdrawal of Proposals
Proposers may withdraw any submitted proposals prior to the submission deadline.
Proposers may not withdraw after the proposal due date (May 5, 2022) without the City's
approval. Proposers who no longer wish to negotiate with City will be allowed to withdraw
proposals. However, once a proposal has been withdrawn, it can no longer be considered.
10. Disqualification of Proposer
The City may disqualify proposers, and their proposals not be considered, for any of the
following reasons: Collusion among proposers; Proposer's default on an existing or previous
contract with the City, including failure to deliver goods and/or services of the quality and
price proposed or agreed upon; Proposer's lack of financial stability; any factor concerning
the proposer's inability to provide the quantity, quality, and timeliness of services specified
in the solicitation; proposer involved in a current or pending lawsuit with City; proposer's
attempt to influence the outcome of the solicitation through unauthorized contact with City
officials outside of those listed in the solicitation documents; and proposer's attempt to offer
gifts, gratuities, or bribes to any City employee or elected official in connection with a
solicitation.
11. Right to Reject All Proposals
The City reserves the right to reject all bids for any reason whether or not said bids are
responsive or non -responsive. The City reserves the right to reject any bid that is non-
responsive to this RFP. The City may, but shall not be required to, solicit additional
information, orally or in writing, from one or more of the applicants relating to the content of
their proposal(s). The City may, but shall not be required to, meet with one or more of the
applicants prior to a preliminary selection of one or more applicants with which the City may
choose to negotiate.
12. Cost of Submission
The cost of submitting proposals shall be borne by the proposers, and the City will not be
liable for any costs incurred by a proposer responding to this solicitation.
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CITY OF TUSTIN STANDARD SERVICE AGREEMENT
Attachment B
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CONTRACT FOR
IT END USER SUPPORT SERVICES AGREEMENT
FOR THE PERIOD OF
July 15, 2025 — June 30, 2026
This Agreement for IT End User Support Services (herein "Agreement"), is
made and entered into this DATE ("Effective Date"), by and between the CITY OF
TUSTIN, a municipal corporation ("City"), and CONTRACTOR, a California
Corporation ("Contractor").
WHEREAS, the City desires to retain CONTRACTOR as a consultant for IT
End User Support Services;
WHEREAS, Contractor submitted to City a proposal, dated DATE, a copy of
which is attached hereto as Exhibit "A" ("Proposal"), and which is incorporated herein
by this reference;
WHEREAS, Contractor is qualified to provide the necessary services and has
agreed to provide such services; and
WHEREAS, City desires to retain Contractor to provide the necessary
services subject to the terms and conditions of this Agreement.
NOW, THEREFORE, in consideration of the promises and mutual
agreements contained herein, and other valuable consideration, the receipt and
sufficiency of which are hereby acknowledged, City and Contractor agree as follows:
SERVICES OF CONTRACTOR
1.1 Scope of Services. In compliance with all terms and conditions
of this Agreement, Contractor shall provide those services specified in the Proposal
(the "Services" or the "Work"). Contractor warrants that all Services shall be
performed in a competent, professional, and satisfactory manner in accordance with
all standards prevalent in the industry. Contractor is not permitted to subcontract the
Services. In the event of any inconsistency between the terms contained in Proposal
and specific terms set forth in the main body of this Agreement, the terms set forth in
the main body of this Agreement shall govern.
1.2 Compliance with Law. All Services rendered hereunder shall
be provided in accordance with all laws, ordinances, resolutions, statutes, rules, and
regulations of the City of Tustin and of any federal, state or local governmental
agency of competent jurisdiction.
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1.3 Licenses and Permits. Contractor shall obtain at its sole cost
and expense such licenses, permits and approvals as may be required by law for the
performance of the Services required by this Agreement.
1.4 Familiarity with Work. By executing this Contract, Contractor
warrants that Contractor (a) has thoroughly investigated and considered the Work to
be performed, (b) has investigated the site of the Work and become fully acquainted
with the conditions there existing, (c) has carefully considered how the Work should
be performed, and (d) fully understands the facilities, difficulties and restrictions
attending performance of the Work under this Agreement. Should the Contractor
discover any latent or unknown conditions materially differing from those inherent in
the Work or as represented by the City, Contractor shall immediately inform City of
such fact and shall not proceed with any Work except at Contractor's risk until written
instructions are received from the Contract Officer.
1.5 Care of Work. Contractor shall adopt and follow reasonable
procedures and methods during the term of the Agreement to prevent loss or damage
to materials, papers or other components of the Work, and shall be responsible for
all such damage until acceptance of the Work by City, except such loss or damages
as may be caused by City's own negligence.
1.6 Additional Services. Contractor shall perform services in
addition to those specified in the Proposal when directed to do so in writing by the
Contract Officer, provided that Contractor shall not be required to perform any
additional services without compensation. Any additional compensation exceeding
the original contract sum must be approved in writing by the Contract Officer.
01IIIIIIIIIIIIIIIII 1111111�0Zi1 L I»616Y_IIEel 1
2.1 Compensation of Contractor. For the Services rendered
pursuant to this Agreement, the Contractor shall be compensated and reimbursed
only for such Services and such amounts as are expressly prescribed in the
Proposal, in an amount not to exceed AMOUNT (AMOUNT).
THE MAXIMUM AMOUNT OF CITY'S OBLIGATION UNDER THIS AGREEMENT
IS THE AMOUNT SPECIFIED IN THIS SECTION. IF THE CITY'S MAXIMUM
OBLIGATION IS REACHED BEFORE THE CONTRACTOR'S SERVICES
UNDER THIS AGREEMENT ARE COMPLETED, CONTRACTOR WILL
NEVERTHELESS COMPLETE THE SERVICES WITHOUT LIABILITY ON THE
CITY'S PART FOR FURTHER PAYMENT BEYOND THE MAXIMUM AMOUNT.
2.2 Method of Payment. In any month in which Contractor wishes
to receive payment, Contractor shall, no later than the first working day of such
month, submit to City in the form approved by City's Director of Finance, an invoice
for Services rendered prior to the date of the invoice. City shall pay Contractor for all
expenses stated thereon which are approved by City consistent with this Agreement,
no later than the last working day of said month.
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2.3 Changes. In the event any change or changes in the Work is
requested by City, the parties hereto shall execute an addendum to this Agreement,
setting forth with particularity all terms of such addendum, including, but not limited
to, any additional Contractor's fees. Addenda may be entered into:
A. To provide for revisions or modifications to documents or
other work product or work when documents or other work product or work is required
by the enactment or revision of law subsequent to the preparation of any documents,
other work product or work;
B. To provide for additional services not included in this
Agreement or not customarily furnished in accordance with generally accepted
practice in Contractor's profession.
2.4 Payment for Changes. Changes approved pursuant to an
Addendum shall be compensated at the personnel hourly rates prescribed in the
Proposal.
3. PERFORMANCE SCHEDULE
3.1 Time of Essence. Time is of the essence in the performance of
this Agreement.
3.2 Schedule of Performance. All Services rendered pursuant to
this Agreement shall be performed within any time periods prescribed in the
Proposal.
3.3 Force Majeure. The time for performance of Services to be
rendered pursuant to this Agreement may be extended because of any delays due
to unforeseeable causes beyond the control and without the fault or negligence of
the Contractor, including, but not restricted to, acts of God or of a public enemy, acts
of the government, fires, earthquakes, floods, epidemic, quarantine restrictions, riots,
strikes, freight embargoes, and unusually severe weather if the Contractor shall
within ten (10) days of the commencement of such condition notify the Contract
Officer who shall thereupon ascertain the facts and the extent of any necessary
delay, and extend the time for performing the Services for the period of the enforced
delay when and if in the Contract Officer's judgment such delay is justified, and the
Contract Officer's determination shall be final and conclusive upon the parties to this
Agreement.
3.4 Term. Unless earlier terminated in accordance with Sections
7.6 or 7.7 of this Agreement, this Agreement shall continue in full force and effecl
until satisfactory completion of the services but not exceeding AMOUNT from the
date hereof for one year, unless extended by mutual written agreement of the parties.
The contract may be renewed with four (4) one-year options.
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4. COORDINATION OF WORK
4.1 Representative of Contractor. The following Principal of the
Contractor is hereby designated as being the principal and representative of
Contractor authorized to act on its behalf with respect to the Work specified herein
and make all decisions in connection therewith: NAME
It is expressly understood that the experience, knowledge,
capability and reputation of the foregoing Principal is a substantial inducement for
City to enter into this Agreement. Therefore, the foregoing Principal shall be
responsible during the term of this Agreement for directing all activities of Contractor
and devoting sufficient time to personally supervise the Services hereunder. The
foregoing Principal may not be changed by Contractor without the express written
approval of City.
4.2 Contract Officer. The Contract Officer shall be the Director of
Finance. The Co -Contract Officer shall be the IT Manager. It shall be the
Contractor's responsibility to keep the Contract Officer, or the Co -Contract Officer in
the Contract Officer's absence, fully informed of the progress of the performance of
the Services and Contractor shall refer any decisions, which must be made by City
to the Contract Officer. Unless otherwise specified herein, any approval of City
required hereunder shall mean the approval of the Contract Officer or the Co -
Contract Officer.
4.3 Prohibition Against Subcontracting or Assignment. The
experience, knowledge, capability and reputation of Contractor, its principals and
employees were a substantial inducement for the City to enter into this Agreement.
Therefore, Contractor shall not contract with any other entity to perform in whole or
in part the Services required hereunder without the express written approval of the
City. In addition, neither this Agreement nor any interest herein may be assigned or
transferred, voluntarily or by operation of law, without the prior written approval of
City.
4.4 Independent Contractor. Neither the City nor any of its
employees shall have any control over the manner, mode or means by which
Contractor, its agents or employees perform the Services required herein, except as
otherwise set forth herein. Contractor shall perform all Services required herein as
an independent contractor of City and shall remain at all times as to City a wholly
independent contractor with only such obligations as are consistent with that role.
Contractor shall not at any time or in any manner represent that it or any of its agents
or employees are agents or employees of City. Contractor shall be solely responsible
for compliance with State and Federal Law with respect to the wages, hours, benefits,
and working conditions of its employees, including requirement for payroll deductions
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for taxes. Employees or independent contractors of Contractor are not City
employees.
5. INSURANCE / INDEMNIFICATION
5.1 Insurance Requirements
A. Types of Required Coverages. Contractor shall
maintain in full force and effect during the term of this Agreement the following
insurance policies:
(1) Commercial General Liability: Commercial General
Liability Insurance which affords coverage at least as broad as Insurance
Services Office "occurrence" form CG 00 01, with minimum limits of at least
$5,000,000 each occurrence, and if written with an aggregate, the
aggregate shall be double the each occurrence limit.
(2) Products -Completed Operations: Contractor shall
procure and submit to City evidence of insurance for a period of at least
three (3) years from the time that all Work under this contract is completed.
(3) Automobile Liability Insurance: Automobile Liability
Insurance with coverage at least as broad as Insurance Services Office
Form CA 0001 covering "Any Auto" (Code 1) with minimum limits of
$1,000,000 each accident.
(4) Professional Liability: Professional Liability insurance
with minimum limits of $3,000,000 each claim. Covered Professional
Services shall specifically include all Work to be performed under the
contract and delete any exclusion that may potentially affect the Work to be
performed.
(5) Workers' Compensation: Workers' Compensation
Insurance, as required by the State of California and Employer's Liability
Insurance with a limit of not less than $1,000,000 each accident for bodily
injury and $1,000,000 each employee for bodily injury by disease.
B. Endorsements
Insurance policies shall not be in compliance if they include
any limiting provision or endorsement that has not been submitted to the City for
approval.
(1) The insurance coverages required by Section (1)
Commercial General Liability; and (3) Automobile Liability Insurance shall
contain the following provisions or be endorsed to provide the following:
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(a) Additional Insured: The City, its elected officials,
officers, employees, volunteers, boards, agents and representatives
shall be additional insureds with regard to liability and defense of
suits or claims arising out of the performance of the Contract.
Additional Insured Endorsements shall not:
Exclude "Contractual Liability"
Restrict coverage to the "Sole" liability of
contractor
iii. Exclude "Third -Party -Over Action"
iv. Contain any other exclusion contrary to the
Contract
(b) Primary Insurance: This insurance shall be
primary and any other insurance whether primary, excess, umbrella
or contingent insurance, including deductible, or self-insurance
available to the insureds added by endorsement shall be in excess
of and shall not contribute with this insurance.
(c) The policy or policies of insurance required by
Section (5) Workers' Compensation shall be endorsed, as follows:
Waiver of Subrogation: A waiver of subrogation
stating that the insurer waives all rights of
subrogation against the indemnified parties.
C. Notice of Cancellation
Required insurance policies shall not be cancelled or the
coverage reduced until a thirty (30) day written notice of cancellation has been
served upon the City except ten (10) days shall be allowed for non-payment of
premium.
D. Evidence of Insurance
The Contractor, concurrently with the execution of this
Agreement, and as a condition precedent to the effectiveness thereof, shall deliver
either certified copies of the required policies, or original certificates and
endorsements on forms approved by the City. The certificates and endorsements
for each insurance policy shall be signed by a person authorized by that insurer to
bind coverage on its behalf. At least fifteen (15) days prior to the expiration of any
such policy, evidence of insurance showing that such insurance coverage has
been renewed or extended shall be filed with the City. If such coverage is
cancelled or reduced, Contractor shall, within ten (10) days after receipt of written
notice of such cancellation or reduction of coverage, file with the City evidence of
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insurance showing that the required insurance has been reinstated or has been
provided through another insurance company or companies.
E. Deductible or Self -Insured Retention
Any deductible or self -insured retention must be approved in
writing by the City and shall protect the indemnified parties in the same manner
and to the same extent as they would have been protected had the policy or
policies not contained a deductible or self -insured retention.
F. Contractual Liability
The coverage provided shall apply to the obligations assumed
by the Contractor under the indemnity provisions of this contract.
G. Failure to Maintain Coverage
Contractor agrees to suspend and cease all operations
hereunder during such period of time as the required insurance coverage is not in
effect and evidence of insurance has not been furnished to the City. The City shall
have the right to withhold any payment due Contractor until Contractor has fully
complied with the insurance provisions of this Contract.
In the event that the Contractor's operations are suspended
for failure to maintain required insurance coverage, the Contractor shall not be
entitled to an extension of time for completion of the Work because of production
lost during suspension.
H. Acceptability of Insurers
Each such policy shall be from a company or companies with
a current A.M. Best's rating of no less than A:VII and authorized to do business in
the State of California, or otherwise allowed to place insurance through surplus
line brokers under applicable provisions of the California Insurance Code or any
federal law. Any other rating must be approved in writing in accordance with the
City.
Claims Made Policies
If coverage is written on a claims -made basis, the retroactive
date on such insurance and all subsequent insurance shall coincide or precede
the Effective Date of the initial Contractor's Contract with the City and continuous
coverage shall be maintained or an extended reporting period shall be exercised
for a period of at least three (3) years from termination or expiration of this
Contract.
Upon expiration or termination of coverage of required
insurance, Contractor shall procure and submit to City evidence of "tail" coverage
or an extended reporting coverage period endorsement for the period of at least
three (3) years from the time that all Work under this contract is completed.
J. Insurance Obligations of Contractor
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The insurance obligations under this Agreement shall be: (1)
all the insurance coverage and/or limits carried by or available to the Contractor;
or (2) the minimum insurance coverage requirements and/or limits shown in this
Agreement; whichever is greater. Any insurance proceeds in excess of or broader
than the minimum required coverage and/or minimum required limits, which are
applicable to a given loss, shall be available to the City. No representation is made
that the minimum insurance requirements of this Agreement are sufficient to cover
the obligations of the Contractor under this contract.
5.2 Indemnification. The Contractor shall defend, indemnify and
hold harmless the City, its officers and employees, from and against any and all
actions, suits, proceedings, claims, demands, losses, costs, and expenses, including
legal costs and attorneys' fees, for injury to or death of person or persons, for damage
to property, including property owned by City, arising from errors and omissions of
Contractor, its officers, employees and agents, or arising out of or related to
Contractor's performance under this Agreement, except for such loss as may be
caused by City's sole negligence.
The Contractor shall also defend, indemnify and hold the City
harmless from any claims or liability for City health and welfare, retirement benefits,
or any other benefits of part-time or fulltime City employment sought by Contractor's
officers, employees, or independent contractors, whether legal action, administrative
proceeding or pursuant to State statue.
Such indemnity shall extend, but not be limited to, claims,
damages and liabilities arising from injuries or damages to persons or property and
to workers' compensation claims and award of attorney's fees. Such indemnity shall
not apply to any injuries to persons or property, which result in the sole negligence of
Contractor.
6. RECORDS AND REPORTS
6.1 Reports. Contractor shall periodically prepare and submit to the
Contract Officer such reports concerning the performance of the Services required
by this Agreement as the Contract Officer shall require.
6.2 Records. Contractor shall keep such books and records as
shall be necessary to properly perform the Services required by this Agreement and
enable the Contract Officer to evaluate the performance of such Services. The
Contract Officer shall have full and free access to such books and records at all
reasonable times, including the right to inspect, copy, audit and make records and
transcripts from such records.
6.3 Ownership of Documents. All drawings, specifications, reports,
records, documents and other materials prepared by Contractor in the performance
of this Agreement shall be the property of City and shall be delivered to City upon
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request of the Contract Officer or upon the termination of this Agreement, and
Contractor shall have no claim for further employment or additional compensation as
a result of the exercise by City of its full rights or ownership of the documents and
materials hereunder. Contractor may retain copies of such documents for its own
use. Contractor shall have an unrestricted right to use the concepts embodied
therein.
6.4 Release of Documents. All drawings, specifications, reports,
records, documents and other materials prepared by Contractor in the performance
of Services under this Agreement shall not be released publicly without the prior
written approval of the Contract Officer.
7. ENFORCEMENT OF AGREEMENT
7.1 California Law. This Agreement shall be construed and
interpreted both as to validity and to performance of the parties in accordance with
the laws of the State of California. Legal actions concerning any dispute, claim or
matter arising out of or in relation to this Agreement shall be instituted in the Superior
Court of the County of Orange, State of California, or any other appropriate court in
such county, and Contractor covenants and agrees to submit to the personal
jurisdiction of such court in the event of such action.
7.2 Disputes. In the event of any dispute arising under this
Agreement, the injured party shall notify the injuring party in writing of its contentions
by submitting a claim therefor. The injured party shall continue performing its
obligations hereunder so long as the injuring party cures any default within ninety
(90) days after service of the notice, or if the cure of the default is commenced within
thirty (30) days after service of said notice and is cured within a reasonable time after
commencement; provided that if the default is an immediate danger to the health,
safety and general welfare, the City may take immediate action under Section 7.6 of
this Agreement. Compliance with the provisions of this Section shall be a condition
precedent to any legal action, and such compliance shall not be a waiver of any
party's right to take legal action in the event that the dispute is not cured.
7.3 Waiver. No delay or omission in the exercise of any right or
remedy of a non -defaulting party on any default shall impair such right or remedy or
be construed as a waiver. No consent or approval of City shall be deemed to waive
or render unnecessary City's consent to or approval of any subsequent act of
Contractor. Any waiver by either party of any default must be in writing and shall not
be a waiver of any other default concerning the same or any other provision of this
Agreement.
7.4 Rights and Remedies are Cumulative. Except with respect to
rights and remedies expressly declared to be exclusive in this Agreement, the rights
and remedies of the parties are cumulative and the exercise by either party of one or
more of such rights or remedies shall not preclude the exercise by it, at the same or
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different times, of any other rights or remedies for the same default or any other
default by the other party.
7.5 Legal Action. In addition to any other rights or remedies, either
party may take legal action, in law or in equity, to cure, correct or remedy any default,
to recover damages for any default, to compel specific performance of this
Agreement, to obtain injunctive relief, a declaratory judgment or any other remedy
consistent with the purposes of this Agreement.
7.6 Termination Prior to Expiration of Term. The City reserves the
right to terminate this Agreement at any time, with or without cause, upon thirty (30)
days written notice to Contractor, except that where termination is due to the fault of
the Contractor and constitutes an immediate danger to health, safety and general
welfare, the period of notice shall be such shorter time as the City's Contract Manager
in his or her sole discretion determines is appropriate. Upon receipt of the notice of
termination, Contractor shall immediately cease all Services hereunder except such
as may be specifically approved by the Contract Officer. Contractor shall be entitled
to compensation for all Services rendered prior to receipt of the notice of termination
and for any Services authorized by the Contract Officer thereafter.
7.7 Termination for Default of Contractor. If termination is due to
the failure of the Contractor to fulfill its obligations under this Agreement, City may
take over the Work and prosecute the same to completion by contract or otherwise,
and the Contractor shall be liable to the extent that the total cost for completion of the
Services required hereunder exceeds the compensation herein stipulated, provided
that the City shall use reasonable efforts to mitigate damages, and City may withhold
any payments to the Contractor for the purpose of set-off or partial payment of the
amounts owed to City.
8. CITY OFFICERS AND EMPLOYEES; NON-DISCRIMINATION
8.1 Non -Liability of City Officers and Employees. No officer or
employee of City shall be personally liable to the Contractor, or any successor -in -
interest, in the event of any default or breach by the City or for any amount which
may become due to the Contractor or its successor, or for breach of any obligation
of the terms of this Agreement.
8.2 Covenant Against Discrimination. Contractor covenants that,
by and for itself, its heirs, executors, assigns, and all persons claiming under or
through them, that there shall be no discrimination or segregation in the performance
of or in connection with this Agreement regarding any person or group of persons on
account of race, color, creed, religion, sex, gender, sexual orientation, marital status,
national origin, or ancestry. Contractor shall take affirmative action to ensure that
applicants and employees are treated without regard to their race, color, creed,
religion, sex, gender, sexual orientation, marital status, national origin, or ancestry.
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9. MISCELLANEOUS PROVISIONS
9.1 Notice. Any notice, demand, request, consent, approval, or
communication either party desires or is required to give to the other party or any
other person shall be in writing and either served personally or sent by pre -paid, first-
class mail to the address set forth below. Either party may change its address by
notifying the other party of the change of address in writing. Notice shall be deemed
communicated forty-eight (48) hours from the time of mailing if mailed as provided in
this Section.
To City:
To Contractor:
CITY OF TUSTIN NAME
300 Centennial Way ADDRESS
Tustin, CA 92780 ADDRESS
Attention: City Manager Attention: NAME
9.2 Integrated Agreement. This Agreement contains all of the
agreements of the parties and cannot be amended or modified except by written
agreement.
9.3 Amendment. This Agreement may be amended at any time by
the mutual consent of the parties by an instrument in writing.
9.4 Severabi&. In the event that any one or more of the phrases,
sentences, clauses, paragraphs, or sections contained in this Agreement shall be
declared invalid or unenforceable by valid judgment or decree of a court of competent
jurisdiction, such invalidity or unenforceability shall not affect any of the remaining
phrases, sentences, clauses, paragraphs, or sections of this Agreement, which shall
be interpreted to carry out the intent of the parties hereunder.
9.5 Corporate Authority. The persons executing this Agreement on
behalf of the parties hereto warrant that they are duly authorized to execute this
Agreement on behalf of said parties and that by so executing this Agreement the
parties hereto are formally bound to the provisions of this Agreement.
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IN WITNESS WHEREOF, the parties have executed this Agreement as of the
date first written above.
Dated:
"City"
CITY OF TUSTIN, a municipal corporation
Aldo E. Schindler
City Manager
"Contractor'
NAME
COMPANY NAME
ADDRESS
ADDRESS
IS
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Exhibit A
Proposal
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1 1
CONFIDENTIALITY RESTRICTION ON DISCLOSURE AND USE OF RFP RESPONSE DOCUMENT
This proposal contains trade secrets and proprietary information, including screenshots, implementation methodology, and the Microsoft Project
Plan. Public or competitive disclosure could place the offeror at a disadvantage.
A redacted copy will be provided for public or competitive sharing.
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,36OS2G
1. Cover Letter
June 20, 2025
City of Tustin Evaluation Committee
300 Centennial Way, Tustin, CA 92780
Subject: Proposal Submission for Information Technology (IT) End User Support Services.
Dear Evaluation Committee,
We are pleased to submit our proposal in response to the City of Tustin ("City') Invitation to Bid for "Information
Technology (IT) End User Support". With over 15 years of experience delivering innovative, reliable IT solutions and
Services, 360S2G is uniquely positioned to support the City's mission to maintain a robust, secure, and efficient technology
environment. With deep domain expertise, a track record of successful implementations, and a strong commitment to
innovation in the public sector, we are confident in our ability to exceed the City's expectations.
<Information Redacted>
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Table of Contents
1. Cover Letter..................................................................................................................................................................... 2
2. Transmittal Letter............................................................................................................................................................4
3. Section I: General Approach and Plans............................................................................................................................5
3.1. Understanding of City's Needs and Project Goals..................................................................................................5
3.2. Proposed Approach...............................................................................................................................................5
3.2.1. Initial Assessment and Planning.........................................................................................................................6
3.2.2. Proactive Monitoring and Maintenance............................................................................................................6
3.2.3. Incident Response and Resolution.....................................................................................................................6
3.2.4. Continuous Improvement and Reporting..........................................................................................................7
4. Section II: Qualifications and Experience.........................................................................................................................8
4.1. Proposed Team Overview and Structure...............................................................................................................8
4.2. Proposed Project Manager....................................................................................................................................8
4.3. 360S2G Brief History..............................................................................................................................................8
4.4. Client References...................................................................................................................................................9
5. Section III: Cost and Timeline........................................................................................................................................10
6. Proposal Exceptions......................................................................................................................................................11
7. 360S2G Financial Stability Statement............................................................................................................................12
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2. Transmittal Letter '
June 20, 2025
City of Tustin Evaluation Committee
300 Centennial Way, Tustin, CA 92780
Dear Evaluation Committee,
We are pleased to submit our proposal in response to the City Invitation for Bid for "Information Technology (IT) End
User Support". We will provide dedicated and comprehensive IT End User Support Services for the City. We understand
the City's goal of ensuring smooth day-to-day operations with minimal disruption and are confident in our ability to
deliver responsive, efficient, and user -focused support.
Our proposal includes the provision of a full-time, on -site End User Support Technician who will serve as a single point of
contact for all end -user support needs. The technician will be backed by our experienced remote support and escalation
team to ensure consistent service delivery.
Key areas of support include:
• Hardware Support: Troubleshooting, maintenance, replacements, and repair of desktops, laptops, printers, and
peripherals to minimize equipment downtime.
• Software Support: Installation, updates, troubleshooting, and support for operating systems and approved
desktop applications.
• Mobile Device Management: Configuration and support for iPhones and Android devices, including basic security
and connectivity.
• Communication Systems: User -level VolP phone support, setup, troubleshooting, and training.
• Audio/Visual Support: Assistance with projectors, displays, conference room systems, and A/V setups for
meetings.
• Network Support: First -level support for connectivity issues, including LAN/Wi-Fi troubleshooting and
coordination with network administrators.
• User Account Management: Active Directory support, including new account setup, password resets, and access
permission management.
• Application & Email Support: Support for City -standard business applications and email systems, including basic
end -user training.
• Security & Awareness Training: Delivery of foundational cybersecurity awareness, phishing prevention, and
support in responding to potential incidents.
• On -site Technical Assistance: Hands-on support for end -user needs, including the relocation and setup of
equipment, with attention to ergonomics and efficiency.
360S2G brings a strong track record of municipal IT support and a user -centric approach focused on responsiveness, clear
communication, and technical excellence.
<Information Redacted>
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3. Section I: General Approach and Plans
3.1. Understanding of City's Needs and Project Goals
4- Our Approach to End User Support
At 360S2G, our approach to End User Support is centered on delivering responsive, reliable, and efficient IT service
resources that align seamlessly with the City's operational objectives. We are committed to minimizing disruptions and
ensuring uninterrupted productivity for all end users.
Key Objectives of the Engagement:
Responsive IT Help Desk Support: Provide dependable on -call assistance to quickly resolve technical issues and
user concerns.
Minimized Downtime: Proactively reduce system outages and interruptions to ensure smooth day-to-day
operations.
Timely Incident Resolution: Resolve user issues promptly and in compliance with predefined Service Level
Agreements (SLAB) to ensure efficiency and user satisfaction.
Software Maintenance: Perform software installations, updates, and configurations to maintain system stability
and performance.
User Account & Application Support: Deliver password resets, Active Directory account management, and
support for email and business applications to meet daily user needs.
Security Awareness: Conduct basic end -user cybersecurity training to foster a secure and informed workplace
environment.
On -Site Equipment Handling: Provide support for the physical relocation and setup of IT equipment, adhering to
ergonomic and safety standards.
Knowledge Management: Maintain comprehensive documentation of troubleshooting steps and contribute to a
living knowledge base to support continuous service improvement.
3.2. Proposed Approach
360S2G has developed a comprehensive service delivery plan tailored to meet the City's IT On -Site Professional Services
requirements. Our approach is designed to ensure timely support, consistent service quality, and alignment with the City's
long-term strategic objectives.
We are committed to providing rapid responses to service requests, delivering high -quality outcomes, and maintaining
seamless coordination with City staff. As part of our methodology, we offer a full spectrum of IT End User Support Services,
including:
➢ Hardware support (troubleshooting, maintenance, repair, and replacement of desktops, laptops, printers, and
peripherals),
➢ Software support (installation, updates, and issue resolution for operating systems and desktop applications),
➢ Mobile device management (configuration and support for iPhones and Androids), and
➢ VoIP communications support (user -level setup, troubleshooting, and training).
We also provide audio/visual support for conference rooms and meetings, first -level network troubleshooting including
LAN/Wi-Fi issues, and user account management via Active Directory.
Additionally, our team handles application and email support, delivers cybersecurity awareness training, and performs
on -site technical assistance such as equipment setup and relocation, all while ensuring ergonomic and operational
efficiency. Below is a detailed outline of our proposed methodology, including key tasks, subtasks, and associated
timelines to ensure transparent and effective execution.
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3.2.1. Initial Assessment and Planning
4- Objective:
Establish a comprehensive understanding of the City's current IT environment, identify immediate support
needs, and lay the foundation for a structured and effective service delivery roadmap.
Tasks and Subtasks:
• Kickoff Meeting
Engage with key City stakeholders to align on project objectives, define success criteria, and clarify priorities
and expectations.
• IT Environment Assessment
Perform a thorough evaluation of the City's existing IT infrastructure, including hardware, software, network
architecture, mobile devices, and security frameworks.
• Risk Identification
Analyze findings to identify vulnerabilities, inefficiencies, and potential risks. Highlight critical areas requiring
immediate attention.
• Service Level Agreement IISLA) Development
Collaborate with City representatives to define clear SLAB, including expectations for response times,
resolution metrics, escalation procedures, and overall service quality.
4- Timeline: 2 Weeks
3.2.2. Proactive Monitoring and Maintenance
Objective:
Ensure the City of Tustin's IT systems function reliably and efficiently by proactively monitoring performance,
addressing potential issues, and maintaining system integrity before disruptions occur.
Tasks and Subtasks:
• System Monitoring
Deploy and configure advanced monitoring tools to continuously track network and application
performance, identify anomalies, and enable early intervention.
• Patch Management
Implement a structured schedule for applying security patches and software updates to mitigate
vulnerabilities and enhance system stability.
• Performance Optimization
Conduct regular system and network performance reviews, including resource utilization analysis and
configuration tuning, to maintain peak operational efficiency.
• Incident Reporting
Generate and share detailed reports outlining system health, incident trends, response activities, and
resolutions to support transparency and continuous improvement.
�- Timeline: Ongoing
3.2.3. Incident Response and Resolution
4- Objective:
Ensure swift and effective resolution of IT issues to minimize downtime, maintain business continuity, and
enhance end -user confidence in IT services.
�- Tasks and Subtasks:
• On -Site Support Availability
Provide continuous on -site support for critical IT incidents, ensuring immediate response and escalation as
needed.
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• Incident Triage
Assess and prioritize incidents based on severity, scope, and business impact to allocate resources
effectively and resolve high -impact issues promptly.
• Root Cause Analysis
Conduct thorough investigations to identify the underlying causes of incidents, implement corrective
actions, and prevent recurrence.
• Post -Incident Review
Facilitate structured reviews following major incidents to evaluate response effectiveness, document lessons
learned, and refine future response strategies.
Timeline:
Immediate response for critical issues; resolution aligned with SLA-defined timeframes.
3.2.4. Continuous Improvement and Reporting
Objective:
Promote ongoing enhancement of IT services while ensuring transparency and accountability through consistent
performance tracking and stakeholder engagement.
4- Tasks and Subtasks:
• Performance Metrics
Monitor and report on key performance indicators (KPIs), including system availability, incident response
and resolution times, and end -user satisfaction levels.
• Feedback Collection
Solicit regular feedback from the City stakeholders to assess service effectiveness and identify opportunities
for improvement.
• Service Enhancements
Analyze performance data and stakeholder input to implement targeted service improvements that address
evolving needs and challenges.
• Quarterly Reviews
Conduct structured quarterly review meetings with City leadership to present performance results, review
concerns, and align on future priorities and initiatives.
Timeline:
Ongoing, with formal quarterly review sessions.
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4. Section II: Qualifications and Experience
4.1. Proposed Team Overview and Structure
360S2G brings a highly skilled team of certified professionals with deep expertise across IT End User Support Services, IT
consultancy, and managed IT services —including network engineering, cybersecurity, cloud migration, system
administration, and application development. Our proposed staff has extensive hands-on experience with 360S2G's
products and professional services, enabling us to provide both strategic guidance and operational support tailored to the
City's evolving IT environment. Many of our team members have previously worked within public sector IT departments,
giving them a valuable understanding of the challenges and service expectations faced by municipal agencies.
Upon contract award, 360S2G will assign a dedicated Project Manager and a specialized IT on -site end -user support team
to ensure the delivery of high -quality, cost-effective IT services that are timely, within scope, and fully compliant with City
standards. Our professionals offer a blend of technical proficiency and consulting insight, delivering services in a
professional, workmanlike manner and in alignment with industry best practices.
We are committed to acting as a trusted IT partner, providing ongoing support, strategic input, and continuous
improvement to help the City achieve both immediate needs and long-term goals.
We are pleased to provide the City with high-level sample profiles of our professionals, each of whom brings extensive
experience in delivering and supporting similar IT projects for public sector clients in recent years:
<Information Redacted>
4.2. Proposed Project Manager
<Information Redacted>
4.3. 360S2G Brief History
360S2G is a privately held company incorporated in 2010 in the state of California. Founded by industry veterans with
decades of combined experience in software development, IT services, and customer relationship management,
360S2G has established itself as a trusted provider of innovative and reliable IT solutions. Over the past 14 years, we
have built a strong reputation for delivering high -quality services to a diverse client base, including municipal
governments, healthcare organizations, educational institutions, and Fortune 500 companies. Our mission is to
empower organizations with cutting -edge technology solutions that drive efficiency, security, and growth.
�- Firm Size and Local Organizational Structure
360S2G operates as a mid -sized firm with a dedicated team of over 50 certified professionals, including network
engineers, system administrators, cybersecurity experts, application developers, and project managers. Our
organizational structure is designed to ensure agility, responsiveness, and personalized service for our clients. Key
components of our structure include:
• Executive Leadership: Oversees strategic direction, financial management, and client engagement. This team
ensures alignment between client needs and service delivery.
• Technical Teams: Specialized teams focused on key areas such as network engineering, cybersecurity, cloud
services, and application development. Each team is led by experienced professionals with industry -
recognized certifications.
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Client Engagement Team: Acts as the primary point of contact for clients, ensuring seamless communication,
project management, and alignment with client goals. This team is responsible for understanding client
requirements, managing expectations, and delivering solutions that exceed expectations.
<Information Redacted>
4.4. Client References
<Information Redacted>
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5. Section III: Cost and Timeline M
360S2G is offering a highly competitive rate to provide comprehensive IT End User Support Services that ensure
operational efficiency and minimize disruptions to the City's daily business activities. Our approach emphasizes responsive
on -site support, consistent issue resolution, and alignment with the City's service expectations and security standards.
<Information Redacted>
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6. Proposal Exceptions
We have thoroughly reviewed the City's RFP conditions, requirements, and the Sample Agreement for Services.
At this time, we have no exceptions or requested changes. We acknowledge and accept all terms as outlined in
the RFP and Sample Agreement.
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7. 360S2G Financial Stability Statement ■
<Information Redacted>
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CONTRACT FOR
IT END USER SUPPORT SERVICES AGREEMENT
FOR THE PERIOD OF
July 16, 2025 — June 30, 2027
This Agreement for IT End User Support Services (herein "Agreement"), is
made and entered into this July 15t", 2025 ("Effective Date"), by and between the
CITY OF TUSTIN, a municipal corporation ("City"), and 360S2G, a California
Corporation ("Contractor").
WHEREAS, the City desires to retain 360S2G as a consultant for IT End User
Support Services;
WHEREAS, Contractor submitted to City a proposal, dated June 20, 2025, a
copy of which is attached hereto as Exhibit "A" ("Proposal"), and which is
incorporated herein by this reference;
WHEREAS, Contractor is qualified to provide the necessary services and has
agreed to provide such services; and
WHEREAS, City desires to retain Contractor to provide the necessary
services subject to the terms and conditions of this Agreement.
NOW, THEREFORE, in consideration of the promises and mutual
agreements contained herein, and other valuable consideration, the receipt and
sufficiency of which are hereby acknowledged, City and Contractor agree as follows:
SERVICES OF CONTRACTOR
1.1 Scope of Services. In compliance with all terms and conditions
of this Agreement, Contractor shall provide those services specified in the Proposal
(the "Services" or the "Work"). Contractor warrants that all Services shall be
performed in a competent, professional, and satisfactory manner in accordance with
all standards prevalent in the industry. Contractor is not permitted to subcontract the
Services. In the event of any inconsistency between the terms contained in Proposal
and specific terms set forth in the main body of this Agreement, the terms set forth in
the main body of this Agreement shall govern.
1.2 Compliance with Law. All Services rendered hereunder shall
be provided in accordance with all laws, ordinances, resolutions, statutes, rules, and
regulations of the City of Tustin and of any federal, state or local governmental
agency of competent jurisdiction.
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1.3 Licenses and Permits. Contractor shall obtain at its sole cost
and expense such licenses, permits and approvals as may be required by law for the
performance of the Services required by this Agreement.
1.4 Familiarity with Work. By executing this Contract, Contractor
warrants that Contractor (a) has thoroughly investigated and considered the Work to
be performed, (b) has investigated the site of the Work and become fully acquainted
with the conditions there existing, (c) has carefully considered how the Work should
be performed, and (d) fully understands the facilities, difficulties and restrictions
attending performance of the Work under this Agreement. Should the Contractor
discover any latent or unknown conditions materially differing from those inherent in
the Work or as represented by the City, Contractor shall immediately inform City of
such fact and shall not proceed with any Work except at Contractor's risk until written
instructions are received from the Contract Officer.
1.5 Care of Work. Contractor shall adopt and follow reasonable
procedures and methods during the term of the Agreement to prevent loss or damage
to materials, papers or other components of the Work, and shall be responsible for
all such damage until acceptance of the Work by City, except such loss or damages
as may be caused by City's own negligence.
1.6 Additional Services. Contractor shall perform services in
addition to those specified in the Proposal when directed to do so in writing by the
Contract Officer, provided that Contractor shall not be required to perform any
additional services without compensation. Any additional compensation exceeding
the original contract sum must be approved in writing by the Contract Officer.
2. COMPENSATION
2.1 Compensation of Contractor. For the Services rendered
pursuant to this Agreement, the Contractor shall be compensated and reimbursed
only for such Services and such amounts as are expressly prescribed in the
Proposal, in an amount not to exceed $210,000 annually.
THE MAXIMUM AMOUNT OF CITY'S OBLIGATION UNDER THIS AGREEMENT
IS THE AMOUNT SPECIFIED IN THIS SECTION. IF THE CITY'S MAXIMUM
OBLIGATION IS REACHED BEFORE THE CONTRACTOR'S SERVICES
UNDER THIS AGREEMENT ARE COMPLETED, CONTRACTOR WILL
NEVERTHELESS COMPLETE THE SERVICES WITHOUT LIABILITY ON THE
CITY'S PART FOR FURTHER PAYMENT BEYOND THE MAXIMUM AMOUNT.
2.2 Method of Payment. In any month in which Contractor wishes
to receive payment, Contractor shall, no later than the first working day of such
month, submit to City in the form approved by City's Director of Finance, an invoice
for Services rendered prior to the date of the invoice. City shall pay Contractor for all
expenses stated thereon which are approved by City consistent with this Agreement,
no later than the last working day of said month.
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2.3 Changes. In the event any change or changes in the Work is
requested by City, the parties hereto shall execute an addendum to this Agreement,
setting forth with particularity all terms of such addendum, including, but not limited
to, any additional Contractor's fees. Addenda may be entered into:
A. To provide for revisions or modifications to documents or
other work product or work when documents or other work product or work is required
by the enactment or revision of law subsequent to the preparation of any documents,
other work product or work;
B. To provide for additional services not included in this
Agreement or not customarily furnished in accordance with generally accepted
practice in Contractor's profession.
2.4 Payment for Changes. Changes approved pursuant to an
Addendum shall be compensated at the personnel hourly rates prescribed in the
Proposal.
2.5 City Holiday The City of Tustin observes 13 holidays: New
Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, Juneteenth,
Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Day after
Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve. Work performed
during holidays will be compensated at the standard hourly rate prescribed in the
Proposal.
3. PERFORMANCE SCHEDULE
3.1 Time of Essence. Time is of the essence in the performance of
this Agreement.
3.2 Schedule of Performance. All Services rendered pursuant to
this Agreement shall be performed within any time periods prescribed in the
Proposal.
3.3 Force Majeure. The time for performance of Services to be
rendered pursuant to this Agreement may be extended because of any delays due
to unforeseeable causes beyond the control and without the fault or negligence of
the Contractor, including, but not restricted to, acts of God or of a public enemy, acts
of the government, fires, earthquakes, floods, epidemic, quarantine restrictions, riots,
strikes, freight embargoes, and unusually severe weather if the Contractor shall
within ten (10) days of the commencement of such condition notify the Contract
Officer who shall thereupon ascertain the facts and the extent of any necessary
delay, and extend the time for performing the Services for the period of the enforced
delay when and if in the Contract Officer's judgment such delay is justified, and the
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Contract Officer's determination shall be final and conclusive upon the parties to this
Agreement.
3.4 Term. Unless earlier terminated in accordance with Sections
7.6 or 7.7 of this Agreement, this Agreement shall continue in full force and effect
until satisfactory completion of the services but not exceeding $210,000 per year from
the date hereof for two years, unless extended by mutual written agreement of the
parties. The contract may be renewed with three (3) one-year options.
4. COORDINATION OF WORK
4.1 Representative of Contractor. The following Principal of the
Contractor is hereby designated as being the principal and representative of
Contractor authorized to act on its behalf with respect to the Work specified herein
and make all decisions in connection therewith: Miranda Kerr
It is expressly understood that the experience, knowledge,
capability and reputation of the foregoing Principal is a substantial inducement for
City to enter into this Agreement. Therefore, the foregoing Principal shall be
responsible during the term of this Agreement for directing all activities of Contractor
and devoting sufficient time to personally supervise the Services hereunder. The
foregoing Principal may not be changed by Contractor without the express written
approval of City.
4.2 Contract Officer. The Contract Officer shall be the Director of
Finance. The Co -Contract Officer shall be the IT Manager. It shall be the Contractor's
responsibility to keep the Contract Officer, or the Co -Contract Officer in the Contract
Officer's absence, fully informed of the progress of the performance of the Services
and Contractor shall refer any decisions, which must be made by City to the Contract
Officer. Unless otherwise specified herein, any approval of City required hereunder
shall mean the approval of the Contract Officer or the Co -Contract Officer.
4.3 Prohibition Against Subcontracting or Assignment. The
experience, knowledge, capability and reputation of Contractor, its principals and
employees were a substantial inducement for the City to enter into this Agreement.
Therefore, Contractor shall not contract with any other entity to perform in whole or
in part the Services required hereunder without the express written approval of the
City. In addition, neither this Agreement nor any interest herein may be assigned or
transferred, voluntarily or by operation of law, without the prior written approval of
City.
4.4 Independent Contractor. Neither the City nor any of its
employees shall have any control over the manner, mode or means by which
Contractor, its agents or employees perform the Services required herein, except as
otherwise set forth herein. Contractor shall perform all Services required herein as
an independent contractor of City and shall remain at all times as to City a wholly
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independent contractor with only such obligations as are consistent with that role.
Contractor shall not at any time or in any manner represent that it or any of its agents
or employees are agents or employees of City. Contractor shall be solely responsible
for compliance with State and Federal Law with respect to the wages, hours, benefits,
and working conditions of its employees, including requirement for payroll deductions
for taxes. Employees or independent contractors of Contractor are not City
employees.
5. INSURANCE / INDEMNIFICATION
5.1 Insurance Requirements
A. Types of Required Coverages. Contractor shall
maintain in full force and effect during the term of this Agreement the following
insurance policies:
(1) Commercial General Liability: Commercial General
Liability Insurance which affords coverage at least as broad as Insurance
Services Office "occurrence" form CG 00 01, with minimum limits of at least
$5,000,000 each occurrence, and if written with an aggregate, the
aggregate shall be double the each occurrence limit.
(2) Products -Completed Operations: Contractor shall
procure and submit to City evidence of insurance for a period of at least
three (3) years from the time that all Work under this contract is completed.
(3) Automobile Liability Insurance: Automobile Liability
Insurance with coverage at least as broad as Insurance Services Office
Form CA 0001 covering "Any Auto" (Code 1) with minimum limits of
$1,000,000 each accident.
(4) Professional Liability: Professional Liability insurance
with minimum limits of $3,000,000 each claim. Covered Professional
Services shall specifically include all Work to be performed under the
contract and delete any exclusion that may potentially affect the Work to be
performed.
(5) Workers' Compensation: Workers' Compensation
Insurance, as required by the State of California and Employer's Liability
Insurance with a limit of not less than $1,000,000 each accident for bodily
injury and $1,000,000 each employee for bodily injury by disease.
B. Endorsements
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Insurance policies shall not be in compliance if they include
any limiting provision or endorsement that has not been submitted to the City for
approval.
(1) The insurance coverages required by Section (1)
Commercial General Liability; and (3) Automobile Liability Insurance shall
contain the following provisions or be endorsed to provide the following:
(a) Additional Insured: The City, its elected officials,
officers, employees, volunteers, boards, agents and representatives
shall be additional insureds with regard to liability and defense of
suits or claims arising out of the performance of the Contract.
Additional Insured Endorsements shall not:
i. Exclude "Contractual Liability"
ii. Restrict coverage to the "Sole" liability of
contractor
iii. Exclude "Third -Party -Over Action"
iv. Contain any other exclusion contrary to the
Contract
(b) Primary Insurance: This insurance shall be
primary and any other insurance whether primary, excess, umbrella
or contingent insurance, including deductible, or self-insurance
available to the insureds added by endorsement shall be in excess
of and shall not contribute with this insurance.
(c) The policy or policies of insurance required by
Section (5) Workers' Compensation shall be endorsed, as follows:
Waiver of Subrogation: A waiver of subrogation
stating that the insurer waives all rights of
subrogation against the indemnified parties.
C. Notice of Cancellation
Required insurance policies shall not be cancelled or the
coverage reduced until a thirty (30) day written notice of cancellation has been
served upon the City except ten (10) days shall be allowed for non-payment of
premium.
D. Evidence of Insurance
The Contractor, concurrently with the execution of this
Agreement, and as a condition precedent to the effectiveness thereof, shall deliver
either certified copies of the required policies, or original certificates and
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endorsements on forms approved by the City. The certificates and endorsements
for each insurance policy shall be signed by a person authorized by that insurer to
bind coverage on its behalf. At least fifteen (15) days prior to the expiration of any
such policy, evidence of insurance showing that such insurance coverage has
been renewed or extended shall be filed with the City. If such coverage is
cancelled or reduced, Contractor shall, within ten (10) days after receipt of written
notice of such cancellation or reduction of coverage, file with the City evidence of
insurance showing that the required insurance has been reinstated or has been
provided through another insurance company or companies.
E. Deductible or Self -Insured Retention
Any deductible or self -insured retention must be approved in
writing by the City and shall protect the indemnified parties in the same manner
and to the same extent as they would have been protected had the policy or
policies not contained a deductible or self -insured retention.
F. Contractual Liability
The coverage provided shall apply to the obligations assumed
by the Contractor under the indemnity provisions of this contract.
G. Failure to Maintain Coverage
Contractor agrees to suspend and cease all operations
hereunder during such period of time as the required insurance coverage is not in
effect and evidence of insurance has not been furnished to the City. The City shall
have the right to withhold any payment due Contractor until Contractor has fully
complied with the insurance provisions of this Contract.
In the event that the Contractor's operations are suspended
for failure to maintain required insurance coverage, the Contractor shall not be
entitled to an extension of time for completion of the Work because of production
lost during suspension.
H. Acceptability of Insurers
Each such policy shall be from a company or companies with
a current A.M. Best's rating of no less than A:VII and authorized to do business in
the State of California, or otherwise allowed to place insurance through surplus
line brokers under applicable provisions of the California Insurance Code or any
federal law. Any other rating must be approved in writing in accordance with the
City.
Claims Made Policies
If coverage is written on a claims -made basis, the retroactive
date on such insurance and all subsequent insurance shall coincide or precede
the Effective Date of the initial Contractor's Contract with the City and continuous
coverage shall be maintained or an extended reporting period shall be exercised
for a period of at least three (3) years from termination or expiration of this
Contract.
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Upon expiration or termination of coverage of required
insurance, Contractor shall procure and submit to City evidence of "tail" coverage
or an extended reporting coverage period endorsement for the period of at least
three (3) years from the time that all Work under this contract is completed.
K. Insurance Obligations of Contractor
The insurance obligations under this Agreement shall be: (1)
all the insurance coverage and/or limits carried by or available to the Contractor;
or (2) the minimum insurance coverage requirements and/or limits shown in this
Agreement; whichever is greater. Any insurance proceeds in excess of or broader
than the minimum required coverage and/or minimum required limits, which are
applicable to a given loss, shall be available to the City. No representation is made
that the minimum insurance requirements of this Agreement are sufficient to cover
the obligations of the Contractor under this contract.
5.2 Indemnification. The Contractor shall defend, indemnify and
hold harmless the City, its officers and employees, from and against any and all
actions, suits, proceedings, claims, demands, losses, costs, and expenses, including
legal costs and attorneys' fees, for injury to or death of person or persons, for damage
to property, including property owned by City, arising from errors and omissions of
Contractor, its officers, employees and agents, or arising out of or related to
Contractor's performance under this Agreement, except for such loss as may be
caused by City's sole negligence.
The Contractor shall also defend, indemnify and hold the City
harmless from any claims or liability for City health and welfare, retirement benefits,
or any other benefits of part-time or fulltime City employment sought by Contractor's
officers, employees, or independent contractors, whether legal action, administrative
proceeding or pursuant to State statue.
Such indemnity shall extend, but not be limited to, claims,
damages and liabilities arising from injuries or damages to persons or property and
to workers' compensation claims and award of attorney's fees. Such indemnity shall
not apply to any injuries to persons or property, which result in the sole negligence of
Contractor.
6. RECORDS AND REPORTS
6.1 Reports. Contractor shall periodically prepare and submit to the
Contract Officer such reports concerning the performance of the Services required
by this Agreement as the Contract Officer shall require.
6.2 Records. Contractor shall keep such books and records as
shall be necessary to properly perform the Services required by this Agreement and
enable the Contract Officer to evaluate the performance of such Services. The
Contract Officer shall have full and free access to such books and records at all
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reasonable times, including the right to inspect, copy, audit and make records and
transcripts from such records.
6.3 Ownership of Documents. All drawings, specifications, reports,
records, documents and other materials prepared by Contractor in the performance
of this Agreement shall be the property of City and shall be delivered to City upon
request of the Contract Officer or upon the termination of this Agreement, and
Contractor shall have no claim for further employment or additional compensation as
a result of the exercise by City of its full rights or ownership of the documents and
materials hereunder. Contractor may retain copies of such documents for its own
use. Contractor shall have an unrestricted right to use the concepts embodied
therein.
6.4 Release of Documents. All drawings, specifications, reports,
records, documents and other materials prepared by Contractor in the performance
of Services under this Agreement shall not be released publicly without the prior
written approval of the Contract Officer.
7. ENFORCEMENT OF AGREEMENT
7.1 California Law. This Agreement shall be construed and
interpreted both as to validity and to performance of the parties in accordance with
the laws of the State of California. Legal actions concerning any dispute, claim or
matter arising out of or in relation to this Agreement shall be instituted in the Superior
Court of the County of Orange, State of California, or any other appropriate court in
such county, and Contractor covenants and agrees to submit to the personal
jurisdiction of such court in the event of such action.
7.2 Disputes. In the event of any dispute arising under this
Agreement, the injured party shall notify the injuring party in writing of its contentions
by submitting a claim therefor. The injured party shall continue performing its
obligations hereunder so long as the injuring party cures any default within ninety
(90) days after service of the notice, or if the cure of the default is commenced within
thirty (30) days after service of said notice and is cured within a reasonable time after
commencement; provided that if the default is an immediate danger to the health,
safety and general welfare, the City may take immediate action under Section 7.6 of
this Agreement. Compliance with the provisions of this Section shall be a condition
precedent to any legal action, and such compliance shall not be a waiver of any
party's right to take legal action in the event that the dispute is not cured.
7.3 Waiver. No delay or omission in the exercise of any right or
remedy of a non -defaulting party on any default shall impair such right or remedy or
be construed as a waiver. No consent or approval of City shall be deemed to waive
or render unnecessary City's consent to or approval of any subsequent act of
Contractor. Any waiver by either party of any default must be in writing and shall not
be a waiver of any other default concerning the same or any other provision of this
Agreement.
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7.4 Rights and Remedies are Cumulative. Except with respect to
rights and remedies expressly declared to be exclusive in this Agreement, the rights
and remedies of the parties are cumulative and the exercise by either party of one or
more of such rights or remedies shall not preclude the exercise by it, at the same or
different times, of any other rights or remedies for the same default or any other
default by the other party.
7.5 Legal Action. In addition to any other rights or remedies, either
party may take legal action, in law or in equity, to cure, correct or remedy any default,
to recover damages for any default, to compel specific performance of this
Agreement, to obtain injunctive relief, a declaratory judgment or any other remedy
consistent with the purposes of this Agreement.
7.6 Termination Prior to Expiration of Term. The City reserves the
right to terminate this Agreement at any time, with or without cause, upon thirty (30)
days written notice to Contractor, except that where termination is due to the fault of
the Contractor and constitutes an immediate danger to health, safety and general
welfare, the period of notice shall be such shorter time as the City's Contract Manager
in his or her sole discretion determines is appropriate. Upon receipt of the notice of
termination, Contractor shall immediately cease all Services hereunder except such
as may be specifically approved by the Contract Officer. Contractor shall be entitled
to compensation for all Services rendered prior to receipt of the notice of termination
and for any Services authorized by the Contract Officer thereafter.
7.7 Termination for Default of Contractor. If termination is due to
the failure of the Contractor to fulfill its obligations under this Agreement, City may
take over the Work and prosecute the same to completion by contract or otherwise,
and the Contractor shall be liable to the extent that the total cost for completion of the
Services required hereunder exceeds the compensation herein stipulated, provided
that the City shall use reasonable efforts to mitigate damages, and City may withhold
any payments to the Contractor for the purpose of set-off or partial payment of the
amounts owed to City.
8. CITY OFFICERS AND EMPLOYEES; NON-DISCRIMINATION
8.1 Non -Liability of City Officers and Employees. No officer or
employee of City shall be personally liable to the Contractor, or any successor -in -
interest, in the event of any default or breach by the City or for any amount which
may become due to the Contractor or its successor, or for breach of any obligation
of the terms of this Agreement.
8.2 Covenant Against Discrimination. Contractor covenants that,
by and for itself, its heirs, executors, assigns, and all persons claiming under or
through them, that there shall be no discrimination or segregation in the performance
of or in connection with this Agreement regarding any person or group of persons on
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account of race, color, creed, religion, sex, gender, sexual orientation, marital status,
national origin, or ancestry. Contractor shall take affirmative action to ensure that
applicants and employees are treated without regard to their race, color, creed,
religion, sex, gender, sexual orientation, marital status, national origin, or ancestry.
9. MISCELLANEOUS PROVISIONS
9.1 Notice. Any notice, demand, request, consent, approval, or
communication either party desires or is required to give to the other party or any
other person shall be in writing and either served personally or sent by pre -paid, first-
class mail to the address set forth below. Either party may change its address by
notifying the other party of the change of address in writing. Notice shall be deemed
communicated forty-eight (48) hours from the time of mailing if mailed as provided in
this Section.
To City:
CITY OF TUSTIN
300 Centennial Way
To Contractor:
360S2G
555 California Street
Tustin, CA 92780 San Francisco, CA 94104
Attention: City Manager Attention: Devon Knittle
9.2 Integrated Agreement. This Agreement contains all of the
agreements of the parties and cannot be amended or modified except by written
agreement.
9.3 Amendment. This Agreement may be amended at any time by
the mutual consent of the parties by an instrument in writing.
9.4 Severability. In the event that any one or more of the phrases,
sentences, clauses, paragraphs, or sections contained in this Agreement shall be
declared invalid or unenforceable by valid judgment or decree of a court of competent
jurisdiction, such invalidity or unenforceability shall not affect any of the remaining
phrases, sentences, clauses, paragraphs, or sections of this Agreement, which shall
be interpreted to carry out the intent of the parties hereunder.
9.5 Corporate Authority. The persons executing this Agreement on
behalf of the parties hereto warrant that they are duly authorized to execute this
Agreement on behalf of said parties and that by so executing this Agreement the
parties hereto are formally bound to the provisions of this Agreement.
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IN WITNESS WHEREOF, the parties have executed this Agreement as of the
date first written above.
Dated:
"City"
CITY OF TUSTIN, a municipal corporation
Aldo E. Schindler
City Manager
"Contractor'
Devon Knittle
360S2G
555 California Street
San Francisco, CA 94104
IS
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Exhibit A
Proposal
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