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Home My WebLink AboutJ - 09 Onix Networking Corporation AgreementRECEIVED AUG 1 p 023 Town of Cortlandville Town Board Meeting — August 16, 2023 — Draft Resolution RESOLUTION # AUTHORIZE SUPERVISOR TO SIGN AGREEMENT BETWEEN ONIX NETWORKING CORPORATION AND THE TOWN OF CORTLANDVILLE FOR A ONE-YEAR RENEWAL OF THE TO WN' S EMAIL AND USER LICENSES Motion by Councilman Seconded by Councilman VOTES: AYE — NAY — ADOPTED BE IT RESOLVED, the Town Board does hereby authorize and direct the Supervisor to sign the agreement between Onix Networking Corporation and the Town of Cortlandville for a one-year renewal of the Town's email and user licenses (60) to be licensed by Google G Suite, for the total cost of $4,320.00 for a 12-month term. G y Conn DATE: 7/14/2023 12:00:00 AM NY - Town of Cortlandville Kristin Rocca-Petrella 607-756-5725 townclerk@cortlandville.org DOMAIN: cortlandville.org SALES ORDER NUMBER: 00008637 BILLTO ADDRESS: 3577 Terrace Road, Cortland, NY, United States 13045 SHIP TO ADDRESS: 3577 Terrace Road, Cortland, NY, 13045 ONIX CONTACT: CaRlyn Calvey caitlyn.calvey@onlxnet.com SALES ORDER PRODUCTSKII DESCRIPTION PRICE QUANTITY EWNDED PRICE GAPPS-STARTER-SUSER-12MO Google Workspace Business Starter, 1 User, 12- $72.00 60 $4,320.00 month; Year 1- Term Dates: 9/17/23 - 9/16/24 CURRENCY: USD Total: $4,320.00 ADDRESS• • TO: Onix Networking Corp. DFAS: WInS (Web Invoicing System) Cage Code: 07Z16 1991 Crocker Road, Suite 600 GSA Finance Electronic Invoicing System D&B Number: 80-7896121 Westlake, OH 44145 1 Federal ID Number: 34-1729033 All prices are in US Dollars. Payment terms are days from receipt of product and/or beginning of maintenance or support. The sales order does not Include sales taxes If sales taxes are applicable to this order, they will be included on the invoice. This Sales Order, and any resulting sale or contract, Is subject to and Incorporates by reference the Onix Customer Agreement for the Product SKU(s) listed above. The Terms govern customer's access to and use of these services and products and shall not be superseded by any terms contained in a purchase order or any other agreement, unless agreed to and signed by both parties. Submission of an order o Onix Networking Corp. by returning this Sales Order with signature and by submitting an order to Onix Networking Corp. by any other means, Including a purchase order, constitutes a non -cancelable purchase. ODIN Networking Corp. - Confidential Information By signing this Sales Order, 1 acknowledge that) am authorized to execute this order on behalfofcustamer and have carefully read, understand andfullyagree to the terms and conditions. SIGNATURE PRINT NAME TITLE DATE Onix Networking Corp. onlxnet.com • 1991 Crocker Road, Suite 600, Westlake, OH 44145 Page 1 of 1 Gmail Town Clerk <townclerk@cortlandville.org> Town of Cortlandville 2023 Workspace Renewal Notice Ca!tlyn Calvey <caitlyn.calvey@onixnet.com> Fri, Jul 14, 2023 at 1:23 PM To: townclerk@cortlandville.org Cc: Rob Stichweh <rob.stichweh@onixnet.com>, Deirdre McNamara <deirdre.mcnamara@onixnet.com> Hi Kristin, I hope all is well! This email serves as a friendly reminder that your Workspace licenses are coming up for renewal on 9/17/2023. You currently have (6) Business Starter licenses. I have attached two multi -year renewal quote options for your review. One quote reflects a standard renewal and the other includes Onix support. Support is o tip onal with your renewal, though when you purchase support through Onix, you receive access to our full team of technical support experts. These experts will help you troubleshoot any issues you may experience during your term by responding to logged tickets. They will also provide guidance on product usage; educate you on best practices; help manage changes; and plan strategies around the use of your products. In addition to this, Onix will deliver quarterly Customer Meetups via Google Meet to our Technical Support customers. These Meetups will explore a variety of topics including Google Workspace Roadmap updates, in-depth discussion of specific Google Workspace features, Google Cloud Platform services, or other subjects of interest. Our team of experts will also provide you with weekly updates about Google Workspace product enhancements, Google Workspace Roadmap, and new releases. I have attached documentation that provides a more in-depth look into the Standard Onix Support offerings for your reference. Please take the time to review the quotes and support options and let us know if you have any questions! Kindly, Caitlyn Caitlyn Calvey Renewals (440)305-17gg i�01'1DC Sales Support Specialist 3 attachments 00008637 Onix Sales Order Estimate for NY - Town of Cortlandville (2).pdf 75K 00008637 Onix Sales Order Estimate for NY - Town of Cortlandville (1).pdf 75K .� MSS _ Technical Support Standard - Service Specification (1) (2).pdf 196K SALES • • , Conk 3 yea✓ TQ"vv1 DATE: 7/14/202312:00:00 AM SALES ORDER NUMBER: 00008637 ONIX CONTACT: Caltlyn Calvey NY - Town of Cortlanciville caitlyn.calvey@onixnet.com Kristin Rocco-Petrella 607-756-5725 townclerk@cortlandville.org DOMAIN: cortlandville.org BILL TO ADDRESS: 3577 Terrace Road, Cortland, NY, United States 13045 SHIP TO ADDRESS: 3577 Terrace Road, Cortland, NY, 13045 ORDERSALES PRODUCTSKU DESCRIPTION PRICE QUANTITY EMENDED PRICE GAPPS-STARTER-1USER-12MO Google Workspace Business Starter, 1 User, 12- $60.00 60 $3,600.00 month; Year 1- Term Dates: 9/17/23 - 9/16/24 GAPPS-STARTER-1USER-12MO Google Workspace Business Starter, 1 User, 12- $60.00 60 $3,600.00 month; Year 2 - Term Dates: 9/17/24 - 9/16/25 GAPPS-STARTER-1USER-12MO Google Workspace Business Starter, 1 User, 12- $60.00 60 $3,600.00 month; Year 3 - Term Dates: 9/17125 - 9/16/26 CURRENCY: USD Total: $10,800.00 CON Ne rking CorpiDFAS: WITS (Web Invoicing System) Cage Code: OZZJ6 1991 Crocker ad, Sute 600 GSA Finance Electronic Invoicing System D&B Number: 80-7896121 Westlake, OH 441 Federal ID Number: 34-1729033 All prices are in US Dollars. Payment terms are daysfrom receipt. ductand/or beginning of maintenance or support The sales order does not Include sales taxes. if sales taxes area able!. this order, they will he included on the invoice. This Sales Order, and any resulting sale or contract, is act customer's access to and use of these services and pmduc both parties. Submisslon of an order to Onix Networking Corp. by returning order, constitutes a non cancelable purchase. CON Networking Corp. - Confidential Information By signing this Soles Order, I acknowledge that 1 am authorized terms ad Portion,. SIGNATURE PRINT N ce the Onix Customer Agreement for the Product s)I6ted above. The Terms govern any terms contained in a purchase order or er agreement, unless agreed to and signed by Networking Corp. by any other means, including a purchase onefailyread, understand andfally agree to the TITLE \ DATE \ Onix Networking Corp. onixnet.com • 1991 Crocker Road, Suite 600, Westlake, OR 44145 Page 1 of 1 Conix SALES ORDER 3 i�tav T�-evm wSLppa4" DATE: 7/14/202312:00:00 AM SALES ORDER NUMBER: 00008637 ONIX CONTACT: caicalvey NY -Town of Cortlandville yn.calvey@onixnet.com caitlyn.caIvey@onixnet.com Kristin Rocco-Petrella 607-756-5725 townclerk@cortiandville.org DOMAIN: cortlandville.org BILLTO ADDRESS: 3577 Terrace Road, Cortland, NY, United States 13045 SHIP TO ADDRESS: 3577 Terrace Road, Cortland, NY, 13045 SALES ORDER PRODUCTAU DESCRIPTION PRICE QUANTITY EMENDED PRICE GAPPS-STARTER-3USER-12MO Google Workspace Business Starter, 1 User, 12- $60.00 60 $3,600.00 month; Year 1- Term Dates: 9/17/23 - 9/16/24 GAPPS-STARTER-lUSER-12MO Google Workspace Business Starter, 1 User, 12- $60.00 60 $3,600.00 month; Year 2 - Term Dates: 9/17/24 - 9/16/25 GAPPS-STARTER-1USER-12MO Google Workspace Business Starter, 1 User, 12- $60.00 60 $3,600.00 month; Year 3 -Term Dates: 9117/25-9/16/26 ONIX-SUP-WS-STD Workspace Standard Support.-4 Hour SLA; $1,500.00 1 $1,500.00 (Optional) $500 per year CURRENCY: USD Total: $12,300.00 nix Networking Corp. DFAS: WInS(Web invoicing System) Cage Code: OZZI6 199 cker Road, Suite 600 GSA Finance Electronic Invoicing System D&B Number: 80-7896121 Westlake, 4145 Federal lD Number: 29033 All prices are in US Dollars. Payment terms are days From rece product and/or beginning of maintenance or support The sales order does not lndude sales [axes.lf sales to eapplicable to [his order, [hey will be included on the Invoice. Thiz Sales Order, and any resulting sale or contract, ect to and incorporates by reference the Onix Customer Agreement for the act SRUls)Ils[ed above.The Terms govern cusmme(s access to and use of these services and ptodu d shall not be superseded by any terms contained in a purchase o or any other agreement, unless agreed to and signed by both parties. Submisslan of an order to Onix Networking Corp. by returning this Sales Or ith signature and by sabmittin rder to Unix Networking Corp. by any other means, Including a purchase order, constitutes a non -cancelable purchase. Onix Networking Corp. - Confidential Information By signing this sales Order, l acknowledge that l am authorized to execute this r on beholJofmstomer and reJully read, understandandJulN agree to the terms and conditions. SIGNATURE TITLE _'�;111" NAME DATE \ Onix Networking Corp. onlxnet.com • 1991 Crocker Road, Suite 600, Westlake, OR 44145 Page 1 of 1 rnix Technical Support Technical Support Standard Service Specification Service Name Service Hours Related Products Onix Delivery Team Version Technical Support Standard Incident Management - 24x7x365 Service Request Fulfillment - 24x7x365 Emergency Change Management - 24x7x365 Standard Change Management - Business Hours 9x5 Customer Success - Business Hours 9x5 Onix Managed Services and Support (MSS) 2.1 Published I March 2023 I Document Contents 1. Onboardina and Prerequisites J_1 Scone of Service 1.2 Authorized Contacts 2. Incident Manaaement 2.1 Scone of Service 2.2 Service Desk 2.3 Loaaina an Incident 2.4 Incident Prioritv 2.5 Incident Service Level Agreements 2.6 Three Strike Rule 3. Service Reauest Fulfillment 3.1 Scone of Service 3.2 Loaaina a Service Reauest 3.3 Three Strike Rule 4. Escalation Manaaement 4.1 Escalatino a ticket 42 Response 5.0 Customer Success Services 5.1 Scone of Service 5.2 Invitation to Customer Meetuos 5.3 Gooale Workspace Product Uodate Guidance Technical Support 2 Technical Support 1. Onboarding and Prerequisites 1.1 Scope of Service Onboarding to the Technical Support Standard service will be guided by a Technical Account Manager (TAM), and include a Service Kick -Off Workshop within ten (10) business days of the agreement signature date unless otherwise agreed upon with Customer. 1.2 Authorized Contacts During Onboarding Onix will require the customer to identify key contacts (up to 5). Any of these approved contacts can add or remove names from the list throughout the term of agreement. Onix reserves the right to refuse providing information to any person outside of the Authorized Contacts that have been defined. It is the responsibility of the Customer to update Onix with any changes to the list. 2. Incident Management 2.1 Scope of Service An Incident is defined in the Information Technology Infrastructure Library (ITIL) framework as an unplanned interruption to an IT Service. The goal of Incident Management is to restore service as soon as possible within agreed timeframes. The Onix MSS team may utilize a workaround, or carry out an emergency change to restore the service. 2.2 Service Desk The Onix MSS Service Desk is a 24x7 service available for 1st line support for all requests described in this document. The Service Desk will receive tickets from both Onix internal tooling, Onix Engineers, Onix Customer Success, and Customer, and will triage the request into one of the following ticket types described throughout this document: • Incident • Service Request • Change Request The Onix MSS Service Desk can be contacted via the following channels: • Onix Support Portal - https://support.onlxnet.com Technical Support • Email - support@onixnet.com The ticket will be logged into the IT Service Management tool, and if triaged as an Incident it will assign a priority based on the impact and urgency of the information provided. Onix reserves the right to assign an appropriate priority according to the impact table described in Section 2.4 of this document. The Service Desk has multiple escalation routes to 2nd and 3rd Line Engineers, Technical Account Managers, and software vendor support teams. Onix will work with the appropriate resources to provide a resolution to the Incident within the agreed timeframes described in Section 2.5. 2.3 Logging an Incident Incidents must be logged through the Onix MSS Service Desk, will be recorded in the IT Service Management Tool, and assigned a reference number. Customers and Onix can update the Incident via the support portal and see progress of resolution. When logging an Incident, Customer will provide the following diagnostic information to Onix: ➢ Issue and/or error details ➢ Impact/Severity ➢ Time of occurrence Duration so far ➢ Steps taken to troubleshoot ➢ Steps to reproduce the issue ➢ Screenshots, logs, or any other supporting material Onix is not obligated to respond to cases that do not comply with the above requirements. 2.4 Incident Priority Priority Description of Issue P1 -Critical Service Unusable in Production P2 - High Service Use Severely Impaired P3 - Medium Service Use Partially Impaired 4 Con P4 - Low I Service Fully Usable 2.5 Incident Service Level Agreements Priority Level P1 -Critical P2 - High P3 - Medium P4 - Low 2.6 Three Strike Rule Response Time 4 Hour (24x7) 6 Hours (24x7) 8 Hours (24x7) 1 Business Day Technical Support Resolution Target 8 Hours 12 Hours 1 Business Day 3 Business Days I Onix MSS Service Desk will contact the Customer upon Incident resolution to confirm that the Customer is satisfied. Onix will consider the Incident resolved and close it after three attempts to confirm resolution with the Customer, or if the Customer does not respond to further requests for information. The Incident can be opened again if the issue still persists after closure. 3. Service Request Fulfillment 3.1 Scope of Service Onix's definition of a Service Request includes, but is not limited to, the following: r Request for information about the Customer environment from an Authorized Contact ➢ Request for best practice guidance Vendor requests, such as quota increase, from an Authorized Contact 3.2 Logging a Service Request Service Requests must be logged through the Onix MSS Service Desk, will be recorded in the IT Service Management Tool, and assigned a reference number. Customers and Onix can update the request via the support portal and see progress of resolution. All Service Requests will automatically be treated as a P4, as described in section 3.5, as this type of request should not include service impacting issues. 61 onyx 3.3 Three Strike Rule Technical Support Onix MSS Service Desk will contact the Customer upon Service Request resolution to confirm that the Customer is satisfied. Onix will consider the Request resolved and close it after three attempts to confirm resolution with the Customer, or if the Customer does not respond to further requests for information. 4. Escalation Management Onix Technical Account Manager or Service Delivery Manager will act as escalation contact for Google Workspace issues 4.1 Escalating a ticket Tickets may be escalated by logging in to the Onix Support Portal and clicking the Escalate button within the support ticket. 4.2 Response The Onix escalation contact will respond within 30 minutes to confirm the escalation and will escalate the ticket within the Onix MSS team. For cases opened with the software support vendor, the Onix escalation contact will escalate the vendor case and monitor until the vendor responds. 5.0 Customer Success Services 5.1 Scope of Service Onix Customer Success services are designed to maximize return on the Google Workspace investment by providing guidance on product usage, educating, managing changes and planning strategies around use of the product. 5.2 Invitation to Customer Meetups Onix delivers quarterly Customer Meetups via Google Meet to our Technical Support Standard customers. Meetup topics may include Google Workspace Roadmap updates, in-depth discussion of specific Google Workspace features, Google Cloud Platform services or other topics of interest. 1.9 Conic Technical Support 5.3 Google Workspace Product Update Guidance Onix will provide weekly updates about Google Workspace product enhancements and releases, and will share quarterly updates about the Google Workspace Roadmap.