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Home My WebLink AboutC-4433 CITY OF ARCADIA PROFESSIONAL SERVICES AGREEMENT FOR EMERGENCY MASS NOTIFICATION SYSTEM � This Agreement is made and entered into as of •x0 3 202\ by and between the City of Arcadia, a municipal corporation organized and operating under the laws of the State of California with its principal place of business at 240 West Huntington Drive, Arcadia, California 91066 ("City"), and Everbridge, Inc., a corporation with its principal place of business at 25 Corporate Drive, Floor 4, Burlington, MA 01803 (hereinafter referred to as "Consultant"). City and Consultant are sometimes individually referred to as "Party" and collectively as "Parties" in this Agreement. RECITALS A. City is a public agency of the State of California and is in need of professional services for the following project: City of Arcadia Mass Notification System (hereinafter referred to as "the Project"). B. Consultant is duly licensed and has the necessary qualifications to provide such services. C. The Parties desire by this Agreement to establish the terms for City to retain Consultant to provide the services described herein. AGREEMENT NOW,THEREFORE, IT IS AGREED AS FOLLOWS: 1. Services. Consultant shall provide the City with the services described in the Scope of Services attached hereto as Exhibit "A." The City's use of such Services shall be subject to the Everbridge End User License Agreement, attached hereto as Exhibit"C". 2. Compensation. a. Subject to paragraph 2(b) below, the City shall pay for such services in accordance with the Schedule of Charges set forth in Exhibit"B." b. In no event shall the total amount paid for services rendered by Consultant under this Agreement exceed the sum of $20,275.20 per year for the first three years. This amount is to cover all subscription fees and related costs. Periodic payments shall be made within 30 days of receipt of an invoice which includes a detailed description of the work performed. Payments to Consultant for work performed will be made in advance on an annualbilling basis. 3. Additional Work. 1 Updated Feb.2020 If changes in the work seem merited by Consultant or the City, and informal consultations with the other party indicate that a change is warranted, it shall be processed in the following manner: a letter outlining the changes shall be forwarded to the City by Consultant with a statement of estimated changes in fee or time schedule. An amendment to this Agreement shall be prepared by the City and executed by both Parties before performance of such services, or the City will not be required to pay for the changes in the scope of work. Such amendment shall not render ineffective or invalidate unaffected portions of this Agreement. 4. Maintenance of Records. Books, documents, papers, accounting records, and other evidence pertaining to costs incurred shall be maintained by Consultant and made available at all reasonable times during the contract period and for four (4) years from the date of final payment under the contract for inspection by City. 5. Term The term of this Agreement shall be from September 14, 2021 to August 31, 2024 unless earlier terminated as provided herein. The Parties may, by mutual, written consent, extend the term of this Agreement if necessary to complete the Project. This Agreement may be extended for three (3) additional one-year renewals for a maximum of three (3)years through August 31, 2027. Consultant shall perform its services in a prompt and timely manner within the term of this Agreement and shall commence performance upon receipt of written notice from the City to proceed ("Notice to Proceed"). The Notice to Proceed shall set forth the date of commencement of work. 6. Delays in Performance. a. Neither City nor Consultant shall be considered in default of this Agreement for delays in performance caused by circumstances beyond the reasonable control of the non- performing party. For purposes of this Agreement, such circumstances include but are not limited to, abnormal weather conditions; floods; earthquakes; fire; epidemics; war; riots and other civil disturbances; strikes, lockouts, work slowdowns, and other labor disturbances; sabotage or judicial restraint; regional technology interruptions or denial of service attacks. b. Should such circumstances occur, the non-performing party shall, within a reasonable time of being prevented from performing, give written notice to the other party describing the circumstances preventing continued performance and the efforts being made to resume performance of this Agreement. c. The Solution delivers information for supported Contact paths to public and private networks and carriers, but Consultant cannot guarantee delivery of the information to the recipients. Final delivery of information to recipients is dependent on and is the responsibility of the designated public and private networks or carriers. 7. Compliance with Law. a. Consultant shall comply with all applicable laws, ordinances, codes and regulations of the federal, state and local government, including Cal/OSHA requirements. b. If required, Consultant shall assist the City, as requested, in obtaining and 2 Updated Feb.2020 maintaining all permits required of Consultant by federal, state and local regulatory agencies. c. If applicable, Consultant is responsible for all costs of clean up and/ or removal of hazardous and toxic substances spilled as a result of his or her services or operations performed under this Agreement. 8. Standard of Care Consultant's services will be performed in accordance with generally accepted professional practices and principles and in a manner consistent with the level of care and skill ordinarily exercised by members of the profession currently practicing under similar conditions. 9. Assignment and Subconsultant Consultant shall not assign, sublet, or transfer this Agreement or any rights under or interest in this Agreement without the written consent of the City, which may be withheld for any reason. Any attempt to so assign or so transfer without such consent shall be void and without legal effect and shall constitute grounds for termination. No consent shall be required in the event of an assignment to a successor-in-interest to the business of the assigning Party resulting from a merger, reorganization, or sale of all or substantially all such Party's assets. Subcontracts, if any, shall contain a provision making them subject to all provisions stipulated in this Agreement. Nothing contained herein shall prevent Consultant from employing independent associates, and subconsultants as Consultant may deem appropriate to assist in the performance of services hereunder. 10. Independent Contractor Consultant is retained as an independent contractor and is not an employee of City. No employee or agent of Consultant shall become an employee of City. The work to be performed shall be in accordance with the work described in this Agreement, subject to such directions and amendments from City as herein provided. 11. Insurance. Consultant shall not commence work for the City until it has provided evidence satisfactory to the City it has secured all insurance required under this section. In addition, Consultant shall not allow any subcontractor to commence work on any subcontract until it has secured all insurance required under this section. a. Commercial General Liability (I) The Consultant shall take out and maintain, during the performance of all work under this Agreement, in amounts not less than specified herein, Commercial General Liability Insurance, in a form and with insurance companies acceptable to the City. (ii) Coverage for Commercial General Liability insurance shall be at least as broad as the following: (1) Insurance Services Office Commercial General Liability coverage (Occurrence Form CG 00 01) or exact equivalent. for the following: (iii) Commercial General Liability Insurance must include coverage 3 Updated Feb.2020 (1) Bodily Injury and Property Damage (2) Personal Injury/Advertising Injury (3) Premises/Operations Liability (4) Products/Completed Operations Liability (5) Aggregate Limits that Apply per Project (6) Explosion, Collapse and Underground (UCX) exclusiondeleted (7) Contractual Liability with respect to this Agreement (8) Property Damage (9) Independent Consultants Coverage (iv) The policy shall contain no endorsements or provisions limiting coverage for(1) contractual liability; (2) cross liability exclusion for claims or suits by one insured against another; (3) products/completed operations liability; or (4) contain any other exclusion contrary to the Agreement. (v) The policy shall give City, its officials, officers, employees, agents and City designated volunteers additional insured status using ISO endorsement forms CG 20 10 10 01 and 20 37 10 01, or endorsements providing the exact same coverage. (vi) The general liability program may utilize either deductibles or provide coverage excess of a self-insured retention, subject to written approval by the City, and provided that such deductibles shall not apply to the City as an additional insured. b. Automobile Liability (i) At all times during the performance of the work under this Agreement, the Consultant shall maintain Automobile Liability Insurance for bodily injury and property damage including coverage for owned, non-owned and hired vehicles, in a form and with insurance companies acceptable to the City. (ii) Coverage for automobile liability insurance shall be at least as broad as Insurance Services Office Form Number CA 00 01 covering automobile liability (Coverage Symbol 1, any auto). (iii) The policy shall give City, its officials, officers, employees, agents and City designated volunteers additional insured status. (iv) Subject to written approval by the City, the automobile liability program may utilize deductibles, provided that such deductibles shall not apply to the City as an additional insured, but not a self-insured retention. c. Workers' Compensation/Employer's Liability (i) Consultant certifies that he/she is aware of the provisions of Section 3700 of the California Labor Code which requires every employer to be insured against liability for workers' compensation or to undertake self-insurance in accordance with the provisions of that code, and he/she will comply with such provisions before commencing work under this Agreement. (ii) To the extent Consultant has employees at any time during the term 4 Updated Feb.2020 of this Agreement, at all times during the performance of the work under this Agreement, the Consultant shall maintain full compensation insurance for all persons employed directly by him/her to carry out the work contemplated under this Agreement, all in accordance with the "Workers' Compensation and Insurance Act," Division IV of the Labor Code of the State of California and any acts amendatory thereof, and Employer's Liability Coverage in amounts indicated herein. Consultant shall require all subconsultants to obtain and maintain, for the period required by this Agreement, workers' compensation coverage of the same type and limits as specified in this section. d. Professional Liability (Errors and Omissions) At all times during the performance of the work under this Agreement the Consultant shall maintain professional liability or Errors and Omissions insurance appropriate to its profession, in a form and with insurance companies acceptable to the City and in an amount indicated herein. This insurance shall be endorsed to include contractual liability applicable to this Agreement and shall be written on a policy form coverage specifically designed to protect against acts, errors or omissions of the Consultant. "Covered Professional Services" as designated in the policy must specifically include work performed under this Agreement. The policy must"pay on behalf of"theinsured and must include a provision establishing the insurer's duty to defend. e. Minimum Policy Limits Required (i) The following insurance limits are required for the Agreement: Combined Single Limit Commercial General Liability $1,000,000 per occurrence/ $2,000,000 aggregate for bodily injury, personal injury, and property damage Automobile Liability $1,000,000 per occurrence for bodily injury and property damage Employer's Liability $1,000,000 per occurrence Professional Liability $1,000,000 per claim and aggregate (errors and omissions) (ii) Defense costs shall be payable in addition to the limits. (iii) Requirements of specific coverage or limits contained in this section are not intended as a limitation on coverage, limits, or other requirement, or a waiver of any coverage normally provided by any insurance. Any available coverage shall be provided to the parties required to be named as Additional Insured pursuant to this Agreement. f. Evidence Required Prior to execution of the Agreement,the Consultant shall file with the City evidence of insurance from an insurer or insurers certifying to the coverage of all insurance required herein. Such evidence shall include original copies of the ISO CG 00 01 (or insurer's equivalent) signed by the insurer's representative and Certificate of Insurance (Acord Form 25-S or 5 Updated Feb.2020 equivalent), together with required endorsements. All evidence of insurance shall be signed by a properly authorized officer, agent, or qualified representative of the insurer and shall certify the names of the insured, any additional insureds, where appropriate, the type and amount of the insurance, the location and operations to which the insurance applies, and the expiration date of such insurance. g. Policy Provisions Required (i) Consultant shall provide the City at least thirty (30) days prior written notice of cancellation of any policy required by this Agreement, except that the Consultant shall provide at least ten (10) days prior written notice of cancellation of any such policy due to non-payment of premium. If any of the required coverage is cancelled or expires during the term of this Agreement, the Consultant shall deliver renewal certificate(s) including the General Liability Additional Insured Endorsement to the City at least ten (10) days prior to the effective date of cancellation or expiration. (ii) The Commercial General Liability Policy and Automobile Policy shall each contain a provision stating that Consultant's policy is primary insurance and that any insurance, self-insurance or other coverage maintained by the City or any named insureds shall not be called upon to contribute to any loss. (iii) The retroactive date (if any) of each policy is to be no later than the effective date of this Agreement. Consultant shall maintain such coverage continuously for a period of at least three years after the completion of the work under this Agreement. Consultant shall purchase a one (1) year extended reporting period A) if the retroactive date is advanced past the effective date of this Agreement; B) if the policy is cancelled or not renewed; or C) if the policy is replaced by another claims-made policy with a retroactive date subsequent to the effective date of this Agreement. (iv) All required insurance coverages, except for the professional liability coverage, shall contain or be endorsed to waiver of subrogation in favor of the City, its officials, officers, employees, agents, and volunteers or shall specifically allow Consultant or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. Consultant hereby waives its own right of recovery against City, and shall require similar written express waivers and insurance clauses from each of its subconsultants. (v) The limits set forth herein shall apply separately to each insured against whom claims are made or suits are brought, except with respect to the limits of liability. Further the limits set forth herein shall not be construed to relieve the Consultant from liability in excess of such coverage, nor shall it limit the Consultant's indemnification obligations to the City and shall not preclude the City from taking such other actions available to the City under other provisions of the Agreement or law. h. Qualifying Insurers (i) All policies required shall be issued by acceptable insurance companies, as determined by the City, which satisfy the following minimum requirements: (1) 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 admitted to transact in the 6 Updated Feb.2020 business of insurance 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. Additional Insurance Provisions (i) The foregoing requirements as to the types and limits of insurance coverage to be maintained by Consultant, and any approval of said insurance by the City, is not intended to and shall not in any manner limit or qualify the liabilities and obligations otherwise assumed by the Consultant pursuant to this Agreement, including but not limited to, the provisions concerning indemnification. (ii) If at any time during the life of the Agreement, any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced, City has the right but not the duty to obtain the insurance it deems necessary and any premium paid by City will be promptly reimbursed by Consultant or City will withhold amounts sufficient to pay premium from Consultant payments. In the alternative, City may cancel this Agreement. (iii) The City may require the Consultant to provide complete copies of all insurance policies in effect for the duration of the Project. (iv) Neither the City nor any of its officials, officers, employees, agents or volunteers shall be personally responsible for any liability arising under or by virtue of this Agreement. j. Subconsultant Insurance Requirements. Consultant shall not allow any subcontractors or subconsultants to commence work on any subcontract until they have provided evidence satisfactory to the City that they have secured all insurance required under this section. Policies of commercial general liability insurance provided by such subcontractors or subconsultants shall be endorsed to name the City as an additional insured using ISO form CG 20 38 04 13 or an endorsement providing the exact same coverage. If requested by Consultant, City may approve different scopes or minimum limits of insurance for particular subcontractors or subconsultants. 12. Indemnification [intentionally deleted; included in the End User License Agreement'. a. 13. California Labor Code Requirements. a. Consultant is aware of the requirements of California Labor Code Sections 1720 et seq. and 1770 et seq., which require the payment of prevailing wage rates and the performance of other requirements on certain "public works" and "maintenance" projects ("Prevailing Wage Laws"). If the services are being performed as part of an applicable "public works" or "maintenance" project, as defined by the Prevailing Wage Laws, and if the total compensation is $15,000 or more for maintenance or$25,000 or more for construction, alteration, demolition, installation, or repair, Consultant agrees to fully comply with such Prevailing Wage Laws. Consultant shall defend, indemnify and hold the City, its officials, officers, employees and agents free and harmless from any claims, liabilities, costs, penalties or interest arising out of any failure or alleged failure to comply with the Prevailing Wage Laws. It shall be mandatory upon 7 Updated Feb.2020 the Consultant and all subconsultants to comply with all California Labor Code provisions, which include but are not limited to prevailing wages (Labor Code Sections 1771, 1774 and 1775), employment of apprentices (Labor Code Section 1777.5), certified payroll records (Labor Code Sections 1771.4 and 1776), hours of labor(Labor Code Sections 1813 and 1815) and debarment of contractors and subcontractors (Labor Code Section 1777.1). b. If the services are being performed as part of an applicable "public works" or "maintenance" project and if the total compensation is $15,000 or more for maintenance or $25,000 or more for construction, alteration, demolition, installation, or repair, then pursuant to Labor Code Sections 1725.5 and 1771.1, the Consultant and all subconsultants performing such services must be registered with the Department of Industrial Relations. Consultant shall maintain registration for the duration of the Project and require the same of any subconsultants, as applicable. This Project may also be subject to compliance monitoring and enforcement by the Department of Industrial Relations. It shall be Consultant's sole responsibility to comply with all applicable registration and labor compliance requirements. c. This Agreement may also be subject to compliance monitoring and enforcement by the Department of Industrial Relations. It shall be Consultant's sole responsibility to comply with all applicable registration and labor compliance requirements. Any stop orders issued by the Department of Industrial Relations against Consultant or any subcontractor that affect Consultant's performance of services, including any delay, shall be Consultant's sole responsibility. Any delay arising out of or resulting from such stop orders shall be considered Consultant caused delay and shall not be compensable by the City. Consultant shall defend, indemnify and hold the City, its officials, officers, employees and agents free and harmless from any claim or liability arising out of stop orders issued by the Department of Industrial Relations against Consultant or any subcontractor. 14. Verification of Employment Eligibility. By executing this Agreement, Consultant verifies that it fully complies with all requirements and restrictions of state and federal law respecting the employment of undocumented aliens, including, but not limited to,the Immigration Reform and Control Act of 1986, as may be amended from time to time, and shall require all subconsultants and sub-subconsultants to comply with the same. 15. Laws and Venue. This Agreement shall be interpreted in accordance with the laws of the State of California. If any action is brought to interpret or enforce any term of this Agreement, the action shall be brought in a state or federal court situated in the County of Los Angeles, State of California. 16. Termination or Abandonment a. City has the right to terminate or abandon any portion or all of the work under this Agreement by giving sixty (60) calendar days written notice to Consultant. City shall pay Consultant the reasonable value of services rendered for any portion of the work completed prior to termination. No portion of any paid subscription fee shall be refunded. If said termination occurs prior to completion of any task for the Project for which a payment request has not been received, the charge for services performed during such task shall be the reasonable value of such services, based on an amount mutually agreed to by City and Consultant of the portion of such task completed but not paid prior to said termination. City shall not be liable for any costs other than the charges or portions thereof which are specified herein. 8 Updated Feb.2020 Consultant shall not be entitled to payment for unperformed services, and shall not be entitled to damages or compensation for termination of work. b. Consultant may terminate its obligation to provide further services under this Agreement upon thirty(30) calendar days'written notice to City only in the event of substantial failure by City to perform in accordance with the terms of this Agreement through no fault of Consultant. 18 Documents. [Intentionally Deleted] Organization Consultant shall assign Joanna Burlison as Project Manager. The Project Manager shall not be removed from the Project or reassigned without the prior written consent of the City. 19. Limitation of Agreement. This Agreement is limited to and includes only the work included in the Project described above. 20. Notice Any notice or instrument required to be given or delivered by this Agreement may be given or delivered by depositing the same in any United States Post Office, certified mail, return receipt requested, postage prepaid, addressed to: CITY: CONSULTANT: City of Arcadia Everbridge, Inc. 240 West Huntington Drive 25 Corporate Drive, Floor 4 Arcadia, CA 91066 Burlington, MA 01803 Attn: Deputy Fire Chief Chen Suen, Attn: Joanna Burlison Fire Department and shall be effective upon receipt thereof. 21. Third Party Rights Nothing in this Agreement shall be construed to give any rights or benefits to anyone other than the City and the Consultant. 22. Equal Opportunity Employment. Consultant represents that it is an equal opportunity employer and that it shall not discriminate against any employee or applicant for employment because of race, religion, color, national origin, ancestry, sex, age or other interests protected by the State or Federal Constitutions. Such non-discrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination. 23. Entire Agreement 9 Updated Feb.2020 This Agreement, with its exhibits, represents the entire understanding of City and Consultant as to those matters contained herein, and supersedes and cancels any prior or contemporaneous oral or written understanding, promises or representations with respect to those matters covered hereunder. Each party acknowledges that no representations, inducements, promises or agreements have been made by any person which are not incorporated herein, and that any other agreements shall be void. This Agreement may not be modified or altered except in writing signed by both Parties hereto. This is an integrated Agreement. 24. Severability The unenforceability, invalidity or illegality of any provision(s) of this Agreement shall not render the provisions unenforceable, invalid or illegal. 25. Successors and Assigns This Agreement shall be binding upon and shall inure to the benefit of the successors in interest, executors, administrators and assigns of each party to this Agreement. However, Consultant shall not assign or transfer by operation of law or otherwise any or all of its rights, burdens, duties or obligations without the prior written consent of City. Any attempted assignment without such consent shall be invalid and void. 26. Non-Waiver None of the provisions of this Agreement shall be considered waived by either party, unless such waiver is specifically specified in writing. 27. Time of Essence Time is of the essence for each and every provision of this Agreement. 28. City's Right to Employ Other Consultants City reserves its right to employ other consultants, including engineers, in connection with this Project or other projects. 29. Prohibited Interests Consultant maintains and warrants that it has not employed nor retained any company or person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for Consultant, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. For breach or violation of this warranty, City shall have the right to rescind this Agreement without liability. For the term of this Agreement, no director, official, officer or employee of City, during the term of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom. [SIGNATURES ON FOLLOWING PAGE] 10 Updated Feb.2020 SIGNATURE PAGE FOR PROFESSIONAL SERVICES AGREEMENT BETWEEN THE CITY OF ARCADIA AND EVERBRIDGE,INC. IN WITNESS WHEREOF, the Parties have executed this Agreement as of the date first written above. CITY OF ARCADIA EVERBRIDGE, INC. By: i,.'7` By: c f,Gc --'- azzarett• y Chief Accounting Officer City Manager Its: Printed Name: Phillip E. Huff ATTEST: /4//.. ft By: fry / Deputy City Clerk APPROVED AS TO FORM: By: City Attorney 11 Updated Feb.2020 EXHIBIT A Scope of Services Please see the attached document, "SECTION D. WORK PLAN" from the submitted RFP response. 12 Updated Feb.2020 EXHIBIT B Schedule of Charges/Payments Consultant will invoice City on a monthly cycle. Consultant will include with each invoice a detailed progress report that indicates the amount of budget spent on each task. Consultant will inform City regarding any out-of-scope work being performed by Consultant. This is a time-and-materials contract. Please see the attached document "PRICING METHODOLOGIES" 13 Updated Feb.2020 Exhibit "A" Mass Notification System *everbridge' City of Arcadia D. Work Plan A work plan outlining in detail the company's approach on how to accomplish the project as delineated in "Section D, Functional Requirements" of this proposal. Also provide the company's approach to cost-effective services while maintaining or enhancing the Mass Notification needs of the City. SECTION D FUNCTIONAL REQUIREMENTS The City of Arcadia is seeking proposals for a fully hosted Software-as-a-Service(SaaS),time- sensitive Mass Notification System for urgent and community notifications that follows an unlimited use, fixed price model priced on a per address basis. The system will allow community leaders to send important information to all constituents and staff within minutes. The City of Arcadia will not entertain any system that requires the purchase or installation of any onsite or offsite hardware, software, or phone lines, or any system that does not follow the SaaS model for every notifications modality. 1. The proposed system must not require the purchase or installation of any hardware, software, or phone lines,whether onsite or offsite. Everbridge complies. Everbridge is Software as a Service. As such, the only requirement is a browser- based device that supports HTTPS TLS 256-bit encryption. The second requirement is an internet connection of any type. However, we also offer options for activating the system as well (such as our Phone Launch, our Live Operator service, and through our ManageBridge mobile app). 2. The provider must have secured Service Level Agreements or equivalent that guarantee call capacity of at least 3 million 60-second voice messages, 1.8 million text messages via SMS, and 1.8 million emails and text messages via email gateways per hour. We provide to all of our customers a written service level guarantee of a MINIMUM of 300,000 voice- based notification attempts and 600,000 text-based notification attempts in 60 minutes. Our solution is high-performance, scalable, and reliable. It will provide a monthly broadcast availability of 99.99% or greater, allowing for real-time call prioritization which provides optimal service to customers at all subscribed service levels. Broadcast Performance Target During a 60-minute period, Everbridge shall make a minimum number of notification attempts to the first contact path for all client broadcasts, using the standard configuration, per the table below. Notification attempts do not include third-party network delivery. ©2021 Everbridge Everbridge con11 Mass Notification System Aeverbridge City of Arcadia MINIMUM#OF NOTIFICATION TYPE STANDARD CONFIGURATION NOTIFICATION ATTEMPTS IN 60 MINUTES Push to EVBG Mobile 500 characters 600,000 Voice 30 seconds 300,000 SMS 500 characters 600,000 Email 500 characters 600,000 Service Level Agreement.Get your message to the right people at the right time with our guaranteed 99.99%or greater broadcast availability.Minimum numbers above do not apply when a Client uses the broadcast delivery throttling feature or intervals between delivery methods. Please note, we typically see even better performance in real time. For example, the largest Alert Arcadia notification in 2021 sent a 24-second-long voice call to 15,518 unique phone numbers in less than 1 minute. This is more than 3x the minimum guaranteed by our SLA above. Everbridge delivered the industry's first and only Elastic Infrastructure Model capable of near infinite scale. This elastic infrastructure significantly increases the performance of the service, by combining the company's large pool of dedicated communication resources with a near infinite pool of on-demand resources from strategic partners. This next-generation service and architecture ensures that Everbridge can satisfy the increasing global demand for the company's notification and incident management services, which has the capability to facilitate more than 5 billion interactions per year via Everbridge's Critical Event Management platform for both emergency incidents and daily operational communications, to reliably protect over 800 million people. 3. Allow for unlimited messages to be sent annually. In alignment with the current terms of service that were updated for Arcadia's 2020-2021 subscription, Everbridge allows for unlimited email notifications and unlimited Everbridge mobile app push notifications. Notifications to SMS, Voice, Fax, conference lines, TTY devices are subject to the Everbridge Credit Based Usage Policy. For details, please refer to the Messaging Credits System Inclusion sheet, which has been included in the Pricing Methodologies attachment of our response. City of Arcadia's Everbridge subscription includes 3 million message credits and in the past year sent alerts that used the equivalent of 494,470 (16.5% of total credits). 4. The system must have the capability to transmit both email and SMS text messages to the designated users. Everbridge complies. Everbridge is a critical event management communication platform designed to deliver important notifications across a wide band of modes (email, SMS, cell, Apple Watch, etc.)with confirmation of receipt and reporting built in. Everbridge supports a flexible mix of voice-and text-based contact paths. The delivery methods available in the system consist of 6 phones, 5 phones with extension, 5 SMS devices, 1 One Way SMS (often used for SMS paging), 5 email addresses, 3 TTY/TDD devices, 1 recipient app(the Everbridge Mobile app), 1 TAP Pager, 1 Numeric Pager, 3 Fax numbers, 1 plain text email 1-way, 1 plain text email 2-way using HTTPS Publish, Desktop Alerting (premium feature), posting to Nixle(premium feature), ©2021 Fverbndge Everbridge.corn 12 Mass Notification System Aeverbridgd City of Arcadia Social Network Posting (premium feature), posting to RSS (using our inherent OASIS CAP support), and posting to IPAWS (authorized clients only). The paths are customizable allowing your administrators to set up as many or as few of each type as needed. The system allows administrators and/or your contacts to configure preferred delivery priority so that devices are contacted in the order desired. If the system is unable to connect with the recipient via the first delivery path, it automatically rotates to the next delivery path and attempts to contact again. This process continues until the recipient confirms receipt or until the Broadcast Duration and/or Contact Cycles have expired. 5. The system shall have two separate environments, one for internal messaging for employees and one for external messaging to the public. Everbridge complies. The Everbridge solution is deployed in single instances of Everbridge SaaS environments known as "organizations" or"ORGs" (operating siloes of contact data and communication functionality). Arcadia's account is currently set up with one ORG for messaging employees, a second ORG for external messaging to the public, and a third for sandbox and training. 6. The provider must have system redundancies to ensure call delivery, such as multiple telecommunications providers, independently located datacenters and failover testing. Please describe. Everbridge complies. We utilize multiple telecommunications providers, independently located datacenters, and failover testing. Everbridge's system is designed to provide a true zero point of failure system. We employ multiple fully redundant, geographically dispersed data centers for all our test and production systems in a shared SaaS configuration. Data is continuously replicated between the various sites, and each site can provide the full range of Everbridge services. If service is disrupted at any site, all traffic is dynamically rerouted to another site so that Everbridge's systems remain constantly available. System failover testing is conducted in alignment with our release cycle and further tested annually as part of our BCDR testing. 7. The provider must have system delivery throttling capability so that both emails and phone calls can be throttled to avoid overflowing the local switch network. Describe in detail this functionality. Everbridge complies. For those clients who understand limitations in target voice networks/infrastructure (such as a limited number of phone lines available in an office space with a large amount of people), Everbridge offers client definable broadcast throttling capabilities. This allows clients to fully define an unlimited number of global dialing string, and when Everbridge places any calls to these"dialing patterns", the volume of calls simultaneously placed will be throttled based on the client's defined maximum. If a telephone number dialed does not meet the defined throttling pattern, a default throttling volume can be used as a "fall back"—or throttling may be skipped altogether. This blend of rotational delivery and our global throttling flexibility provides our clients with high degrees of flexibility when handling diverse notification target environments. ©2021 Everbridge Everbridge com 13 Mass Notification System AeverbridgeV' City of Arcadia 8. State the highest volume of voice messages delivered to unique phone numbers through your SaaS application within a concurrent 24-hour period. This number must exceed 15 million messages in the 24-hour period. We provide to all of our customers a written service level guarantee of a MINIMUM of 300,000 voice- based notification attempts and 600,000 text-based notification attempts in 60 minutes. Our solution is high-performance, scalable, and reliable. It will provide a monthly broadcast availability of 99.99% or greater, allowing for real-time call prioritization which provides optimal service to customers at all subscribed service levels. Broadcast Performance Target During a 60-minute period, Everbridge shall make a minimum number of notification attempts to the first contact path for all client broadcasts, using the standard configuration, per the table below. Notification attempts do not include third-party network delivery. MINIMUM#OF NOTIFICATION TYPE STANDARD CONFIGURATION NOTIFICATION ATTEMPTS IN 60 MINUTES Push to EVBG Mobile 500 characters 600,000 Voice 30 seconds 300,000 SMS 500 characters 600,000 Email 500 characters 600,000 Service Level Agreement.Get your message to the right people at the right time with our guaranteed 99.99%or greater broadcast availability.Minimum numbers above do not apply when a Client uses the broadcast delivery throttling feature or intervals between delivery methods. As previously noted, Everbridge delivered the industry's first and only Elastic Infrastructure Model capable of near infinite scale. This elastic infrastructure significantly increases the performance of the service, by combining the company's large pool of dedicated communication resources with a near infinite pool of on-demand resources from strategic partners. This next-generation service and architecture ensures that Everbridge can satisfy the increasing global demand for the company's notification and incident management services, which has the capability to facilitate more than 5 billion interactions per year via Everbridge's Critical Event Management platform for both emergency incidents and daily operational communications, to reliably protect over 800 million people. 9. What is your demonstrated maximum capacity in a month, day and hour? Our minimum capacity is demonstrated below. With our elastic infrastructure, our maximum capacity is virtually unlimited. ©2021 Everbridge Everbridge.com 14 Mass Notification System Aeverbridge City of Arcadia Performance Target During a 60 minute period. Everbridge shall send a minimum number of messages to the first delivery method for all Client notifications using the standard configuration,per the table below Messages do not include third party network delivery Delivery Method Standard Message Minimum Number of Configuration Messages in 60 Minutes Everbridge smartphone 500 characters 600,000 application Voice 30 seconds 300,000 SMS 500 characters 600.000 Email 500 characters 600,000 Minimum numbers above do not apply when Client uses the delivery throttling feature or intervals between delivery methods 10. State the monthly average volume of calls and text-based messages through your system. What steps do you take to ensure that an incident with regional or national impact does not overload your system? Performance Target During a 60.minute period.Everbridge shall send a minimum number of messages to the first delivery method for all Client notifications using the standard configuration,per the table below Messages do not include third party network delivery. Delivery Method Standard Message Minimum Number of Configuration Messages in 60 Minutes Everbridge smartphone 500 characters 600,000 application Voice 30 seconds 300,000 SMS 500 characters 600,000 Email 500 characters 600,000 Minimum numbers above do not apply when Client uses the delivery throttling feature or intervals between delivery methods Everbridge's Critical Event Management platform leverages the concepts of high availability, full geographic redundancy, and dynamic expansion while providing clients with best-in-class performance across a wide range of contact modalities (telephone, email, SMS text, mobile app, etc.). From an architecture perspective, Everbridge maintains infrastructure within SOC 2-compliant data center facilities in multiple locations around the globe. Our secure rack space includes Everbridge's redundant network uplinks feeding dual routers, fully meshed with dual load balancers. Our tiered architecture approach includes a web tier, application tier, GIS tier, database tier, and a tier for our notification engine. Each tier within our architecture is supported by a cluster of servers allowing for full redundancy, high performance, and easy scalability. The implementation described here is then replicated to our other data center facilities around the world while respecting data privacy regulations and jurisdictional boundaries. If service is disrupted at any site, traffic is rerouted to the remaining sites so that Everbridge's services remain constantly available to all of our clients. Additionally, at times of high system demand, Everbridge combines the use of our dedicated resources with our"on-demand" resources, providing a significant amount of burstable capacity for our clients, "spinning up" additional capacity as required. Everbridge has developed sophisticated non-starvation algorithms that are used to ensure that no large workload (client broadcasts, data uploads, etc.) will ever cause smaller workloads to be delayed. ©2021 Everbridge Everbridge.corn 15 Mass Notification System Aeverbridge® City of Arcadia Furthermore,we conduct advanced capacity planning that takes into account historical and seasonal utilization patterns,while factoring in our growth and our clients'growth. 11. State the annual volume of calls and text-based messages through your system in 2020. Everbridge facilitated more than 5 billion interactions via our Critical Event Management platform in 2020. 12. State any limitations to the number of messages that can be sent annually. Due to our elastic infrastructure, there are no limitations to the number of messages that can be sent annually. Everbridge delivered the industry's first and only Elastic Infrastructure Model capable of near infinite scale. This elastic infrastructure significantly increases the performance of the service, by combining the company's large pool of dedicated communication resources with a near infinite pool of on-demand resources from strategic partners. This next generation service and architecture ensures that Everbridge can satisfy the increasing global demand for the company's notification and incident management services, which has the capability to facilitate more than 5 billion interactions per year via Everbridge's Critical Event Management platform for both emergency incidents and daily operational communications, to reliably protect over 800 million people. 13. Cite evidence of experience in successful call delivery during times of highly impacted capacity (e.g. hurricane,flood,tornado,fire,or snow storm) and metrics around it. Everbridge complies. Everbridge's performance during weather-based events such as winter storms and hurricanes demonstrates that Everbridge is able to reliably deploy the messages that are demanded by our client base. These are the times when infrastructure and usability are most important, and these are the times when Everbridge shines the brightest. • During Winter Storm Juno, Everbridge deployed nearly 11,300,000 messages from 1/26/2015 to 1/29/2015 (42,838 broadcasts launched; 7,100,000 individuals contacted; 11,300,000 messages sent) • From January 20, 2016, to January 25, 2016, over 1,000 clients utilized Everbridge to send over 16 million messages related to Winter Storm Jonas • Everbridge provides the state of Florida's AlertFlorida statewide notification initiative which was heavily relied upon during Hurricane Matthew (#FLPREPARES and#FLRECOVERS)—20 million+ population of residents and visitors • During Hurricane Irma, Everbridge customers sent 4,947 unique notifications for a total of more than 20 million messages. Sample message types included: tornado warnings, flood alerts, hurricane advisories, evacuation alerts, storm surge notices, traffic information, generator safety, shelter recommendations, special needs assistance, local authority information From a historical viewpoint, broadcasts including over 50,000 recipients were considered to be large and unusual in the Everbridge platform 2 years ago. However, today, 100,000+ recipient broadcasts are considered routine and have no impact on the platform or other client broadcasts. ©2021 Everbridge F==Lil 16 Mass Notification System Aeverbridge' City of Arcadia 14. The provider must state uptime for the system for the past 3 (three) years. Uptime must include scheduled maintenance and must equal or exceed 99.99%. City of Arcadia is an existing client and uptime (service quality) reporting is available directly to clients through our Support Center online or by contacting the assigned Everbridge Account Manager. Everbridge does not include uptime reports in RFP responses for confidentiality reasons. 15. The provider must describe its disaster recovery plan and demonstrate at minimum annual testing of failover plan. Please describe. Everbridge has a Business Continuity—Disaster Recovery plan in place that is tested once per year. Recovery efforts strive to resume all business activities as soon as possible and many recovery tasks will be conducted in tandem. However, in the event that prioritization is necessary, Everbridge has established a recovery order for all business areas of the company. Everbridge has recovery plans for different types of disruptions: natural disasters, accidents or failures, technical disasters, and malicious activities. Finally, Everbridge employs multiple fully redundant, geographically dispersed data centers for all its test and production systems. Data is continuously replicated between the various sites, and each site can provide the full range of Everbridge services. If service is disrupted at any site, all traffic is dynamically rerouted to another site so that Everbridge's SaaS systems remain constantly available. Every system in the infrastructure is individually fault tolerant, with redundant power, network, and disc wherever possible. 16. The provider must describe any failures in the past 3 (three)years. Everbridge does not have any failures to outline. However, service impacting events are communicated to clients through our Service Advisory postings and emails. Since City of Arcadia is an existing client, such advisories can be reviewed directly by client stakeholders in our Support Center online or can be discussed with your assigned Account Manager. S Pt `1 `'+ecurPty 1. The provider information security policies are documented and available to clients upon request. Everbridge complies. Everbridge is a SOC 2, SOC 3, FISMA, Safety Act, ISO 27001, ISO 27701, GDPR, G-Cloud 9, UK ICO, and BSI C5 certified organization, and we have achieved FedRAMP "Authorized" status. Our security policies are governed by NIST 800-53 (http.//m 'st.gov/nistpub= ns " T.SP 8' ' pdf), Controls for Moderate Impact systems, and an overview of our security policies and attestations can be found here: com/company/legal/. All policies and attestations are reviewed and updated annually. 2. The provider must provide a description of their policy regarding storage, retention, and distribution of data. The provider must state the company data non-release policy Everbridge complies. Regarding records management and data retention, there are several facets to this: Notification campaign reporting data, available for all client notification campaigns, is available in the web-based console and product suite for 18 months. At any time, clients may download and ©2021 Everbridge Everbridge corn 17 Mass Notification System Aeverbridge® City of Arcadia archive reports available in Everbridge in various formats (HTML, CSV, PDF) and store these internally within their organization • Data that clients store for notification purposes (contact data)within the Everbridge system is not purged or managed by Everbridge, in any way, throughout the life of an active services agreement. However,when an organization's contract expires, the organization's account will be deactivated and listed for deletion. Thirty days from the contract expiration date,the organization's data will be flagged for purging and all of the organization's data will be removed from the active system. Everbridge retains the organization's data for one month in the event the organization wishes to extend its subscription. • Business records are kept by Everbridge for 7 years and/or as required by law All client data is confidential and treated as such. At no time is client data shared with any third-party organization. Our specific privacy policy can be found at the following link !!vvk.nnn% everbridge,com/compan_y/legal/privacy-policy/Additional protections afforded to clients can be found in our Master Services Agreement. Everbridge would welcome the opportunity to discuss this topic in more detail as required. 3. The provider has security measures in place to protect password handling by data center staff or our staff. Everbridge complies. Passwords are automatically kept confidential as all passwords are stored in the system using bcrypt encryption and are not available for review. In addition, when entering passwords in our system to login, all password entry is masked as each character of the password is entered by the end user. 4. The provider must provide a detailed description of internal and 3rd party audits.The provider must document and disclose its most recent audit rating. Everbridge is a SOC 2, SOC 3, FISMA, Safety Act, ISO 27001, ISO 27701, GDPR, G-Cloud 9, UK ICO, and BSI C5 certified organization and we have achieved FedRAMP"Authorized" status. Our security policies are governed by NIST 800-53 (nttpa/nvIpubs.nist.govinistpubs/SpecialPublicationsiNIST.SP.8C ), Controls for Moderate Impact systems, and an overview of our security policies and attestations can be found here: https://www.everbridge.corn/con1panyiiegali. All policies and attestations are reviewed and updated annually. Since the City of Arcadia is an existing client, Everbridge is able to share detailed security attestation documentation (such as our latest FedRAMP attestation, SOC2 report, ISO certifications, and more) through a secure method of delivery (i.e., DocuSign)for validation of our implemented policies and controls. Please contact your assigned account representative to request this documentation separate from this RFP response. ©2021 Everbridge Everbridge.com 18 Mass Notification System Aeverbridge® City of Arcadia 5. The provider must be able to warrant that they provide background checks on all employees, and that only employees who have undergone said background checks will have access to client data. Everbridge complies. As per our security framework(which is governed by NIST 800-53 controls and FedRAMP compliance), Everbridge performs or has previously performed a rigorous background check on all Everbridge employees who have access to technology infrastructure or client data. We use an industry-leading third-party for these checks, which include: • Social Security Number Trace/Address Verification • Consumer Credit Report* • County Criminal • Federal District Criminal • Driving Record * • Education Verification* • Employment Verification • Nationwide Criminal Search with Alias • Nationwide Registered Sex Offender Search • Office of Foreign Assets Control (OFAC) Check *Specific background element conducted based on position and position requirements. 6. The provider must explain internal company protocols regarding the handling of client data.The provider must require all employees to sign data handling agreements at hire. Everbridge complies. Everbridge employs a Defense-in-Depth strategy to protect our resources and our Client Information Resources and to protect our clients' privacy. Our strategy encompasses four critical categories: access, network security, infrastructure security, and application security. Access: Everbridge controls access to client data and Everbridge's computing and networking resources by using industry standards for physical and logical access and by employing corporate controls to safeguard against unauthorized disclosures. Everbridge also requires all clients to comply with the Terms of Use Agreement for the use of the Everbridge product. Network Security: Everbridge's internal corporate and SaaS production networks are protected on several levels. The internal corporate network is physically separate from the Everbridge SaaS production network. Firewall technologies are employed to protect computing assets. A security assessment is performed annually by a recognized third-party authority on network security, penetration testing, and intrusion detection. Infrastructure Security: Everbridge's SaaS production infrastructure security implementation encompasses auditing, internal monitoring, load-balancing, and component clustering. Automated auditing includes tracking all activity(add, delete, change) on all data in the system. Monitoring encompasses user activity, application activity, and infrastructure activity. The combination of automated auditing and monitoring ensures no unauthorized processes run on any component of the infrastructure and all access requests and attempts are challenged and recorded in a log. ©2021 Everbridge Everbridge.com 19 Mass Notification System Aeverbridge® City of Arcadia Application Security: Everbridge uses industry-standard practices for controlling changes to the application, and for applying updates and patches to any part of the application solution. Data transmission that occurs between the customer organization and the Everbridge SaaS solution is done via secure HTTP (HTTPS)TLS 2048-Bit encryption, securing the data transfer. Client contact data stored in the Everbridge system is encrypted"at rest" using AES 256-Bit encryption. Everbridge performs monthly internal and external vulnerability scans against our systems using and, we contract with a third party for annual penetration testing as well. For many customers, we have had our employees sign data-handling agreements, customized by the customer in-line with customer protocol. We will work with the City of Arcadia to define this process. 7. The provider must certify that it employs and will continue to employ a dedicated CISSP certified security manager or the equivalent in certification to test the system and run ongoing checks/improvements. Everbridge fully complies with this requirement. 8. The provider must offer a call authorization feature that enables two or more authorized personnel to grant permission prior to a citywide notification being sent. Everbridge complies with this requirement. Everbridge can set up rules and restrictions and give access to administrators to control what calls are being distributed to the specific recipient. Everbridge provides a range of security roles that clients will manage and assign to their authorized users. These security roles will define what permissions/access the client user will get when logging into the Everbridge solution. At all times, clients maintain full control over granting/altering/revoking access for any of their users. Client may define as many administrative users as they require. 9. The provider must offer a PIN feature that allows the user to confirm that the correct message recipient is listening before the message is delivered. Everbridge complies. Everbridge allows the verification of a telephone recipient's identity through the use of a PIN code before delivering a notification. 10. The provider must be able to provide access limitations based upon given roles, and give the site system administrator a tool to modify access rights at the individual level.The provider's system must be configurable to provide specific user rights and roles and to restrict data access and administrative oversight to the appropriate personnel. Everbridge complies. Everbridge supports role-based access to the platform.At all times, clients maintain full control over any user granted access to the client organization (environment) in the Everbridge system,the rights that are assigned, and the ability to revoke access at any time. Everbridge allows for an unlimited number of user roles. Each user may have multiple roles as is appropriate. User roles are configurable, meaning that certain permissions can be turned off and on. So in the case of group managers, for example, their supervisors may want the managers to have the ability to manage their groups' contact data, so the manager turns on those features. In cases where the group manager's supervisor does NOT want the manager to be able to see and manage contact data,the 20 ©2021 Everbridge F-.0:, ` "�� Mass Notification System Aeverbridge' City of Arcadia supervisor will leave those options turned off. That will keep the group manager from being able to see or manage contact data. I )alis Integration 1. The provider must be able to facilitate unattended, automated and secured contact data upload and update from the client's existing HR or other database system. Please describe. Everbridge complies. Experience has shown us that many customers are somewhat nervous about their ability to manage contact data. We understand it can seem like an intimidating task. However, with Everbridge, you are in control of how you want to manage your data. And we are right beside you to help make it happen. We offer several different methods for managing contact data ranging from manual to more automatic processes. SELF-SERVICE SINGLE CONTACT RECORD ADJUSTMENTS Ideal for one-at-a-time entry for small additions or changes, Everbridge supports self-service single contact adjustments through the Everbridge Web Manager user-interface allowing you to easily add a single new contact or make minor changes on a per contact basis. Changes made are immediately available for use when sending notifications. SELF-SERVICE CONTACT UPLOAD VIA CSV Everbridge facilitates data management processes by allowing organizations to quickly create or update multiple contact records and assign groups through a simple Comma Separated Value (CSV) file upload into the Everbridge system. This process helps maintain data security and accuracy by allowing you to easily update data without requiring the use of specialized tools or vendor assistance. Once uploaded into the Everbridge system, data with proper address information is automatically geo- coded and immediately available within the platform for crisis notifications or daily operations communications. BULK CONTACT MANAGEMENT AUTOMATION VIA SFTP Automated data management is made simple; Everbridge supports SFTP for secure data transfers, allowing you to utilize your choice of FTP tools with scheduling capabilities to ensure that your data accuracy is maintained with the least amount of effort from your administrators. Once received by the Everbridge system, data with proper address information is also automatically geo-coded and immediately available within the platform. CUSTOMER-BRANDED CONTACT OPT-IN PORTAL Using the Contact Opt-In Portal, your organization can give constituents the ability to self-subscribe to alerts from within your publicly available secure portal or privately invite recipients with an existing account to augment and maintain their contact information. The portal takes away your data management burden and is designed to be completely configurable to your needs. Additionally, contacts can specify up to five addresses and multiple contact paths through which they would like to receive notifications, allowing for a high degree of flexibility for communication with your citizens. ©2021 Everbridge 21 Mass Notification System everbridge` City of Arcadia AUTOMATED CONTACT MANAGEMENT VIA EVERBRIDGE CONTACT API Integration with the Everbridge API is available as an option for all of our clients. Integration requires the development of a"middleware" application which will interface between the chosen backend data system (i.e. LDAP, Active Directory, PeopleSoft, SAP, Lawson)with the Everbridge platform online. The development of the"middleware" can be conducted internally by client resources or clients may choose to contract with Everbridge Professional Services to complete the development and integration, which will require additional scoping and development fees. 2. The system should allow all contact data, including but not limited to: name, phone number, email address, address, and message preferences. Both the registered contacts and the system administrators must be able to access and edit this data. The system must be able to upload or import contact data from a CSV format list. Everbridge complies. The system allows all contact data listed above, and both registered contacts and system administrators have access to and can manage this data. Registered contacts can manage their own contact data via the Contact Opt-In Portal as described in the previous response. Also described in the previous response is the ability to import contact data from a CSV format list. 3. Place no limitations on the number of times data transfers can be performed from the client's databases. Describe and provide any associated fees, if required. Everbridge complies. There are no limitations on the number of data transfers that can be performed from Arcadia's databases to update contacts in the Everbridge system. There are no associated fees for contact data management. 4. The provider must provide commercially available residential and business phone numbers and disclose data sources, how frequently they are updated, and whether any fees are associated with updates. Everbridge complies. Everbridge can provide publicly available yellow and white page data for Arcadia's jurisdiction as part of the subscription (no additional cost) once per year. 5. The provider shall be able to offer a web portal for recipients (residents, businesses &staff) as an alternate data collection method to auto-imports if the client prefers it. Everbridge complies. We provide a Contact Opt-In Portal which provides recipients the ability to access and manage their profile information. It also acts as an alternate data collection method for the City's use. ©2021 Everbridge Everbridge.com 22 Mass Notification System Aeverbridge' City of Arcadia • r * i,uk cin' each you n't alert you Resident Alert R • System * .-4 ' Sign In Sign Up Notifications Overview FAGS 7 Meip&Ancnrts Arcadia Emergency Alert Program Get alerted about emergencies and other important community news by signing up for our Emergency Alert Program Th-.s system enables us to provide you yr In critical information quickly in a variety of situations.such as severe weather,unexpected road closures missing persons and evacuations of buildings or neighborhoods You will receive time sensitive messages wherever you specify,such as your home,mobile or business phones,email address,text messages and more.You pick where,you pick how. Sign in to your account ( - , J 6. Allow recipients to select message type received by mode or device and to retrieve message history and for the institution to provide topical content subscriptions. Everbridge complies. Message recipients can access the Contact Opt-In Portal to manage their online profiles and preferences. Through the portal, they can choose how they wish to receive messages on the devices they have registered. Based on previous text messages the recipient should be about to scroll up on text messages to locate previous notifications sent by the City. They can also subscribe to message categories provided by the City based on the content topic. Notifications can also be posted to the member portal for a thread of historical alerts. Arcadia can also create custom keywords to allow contacts to opt into alerts for particular events, topics, or incidents (ex: ARCADIACOV19). 7. The provider must provide commercially available residential and business phone numbers and disclose data sources, how frequently they are updated, and whether any fees are associated with updates. Everbridge complies. Everbridge can provide publicly available yellow and white page data for Arcadia's jurisdiction as part of the subscription (no additional cost) once per year. 8. The system must provide the ability to segment and select specific contacts by data source (e.g. E911 data, utility billing data, commercially-provided data). Yes, Everbridge can meet this requirement. Record types and additional contact informational fields can be defined by the client. 9. The system must be compatible with the Nixle platform which is already existing with our Police Department. Explain how your platform will integrate with Nixle. Everbridge complies. Arcadia can target Nixle subscribers through the Everbridge platform; they are directly integrated through the Community Engagement feature in Everbridge and Nixle is owned and operated by Everbridge. See screenshot of current account dashboard with Nixle subscribers below. ©2021 Everbridge Lverbridge com 23 Mass Notification System Aeverbridge� City of Arcadia Arcadia Public Alerts(Organization Admin)v ? ' Logout v Reports Settings v Access v A NIXLE COMMUNITY SUBSCRIBERS = 0 Manage Widgets Auto Refresh I v J NIXLE EVENT SUBSCRIPTIONS 9 457 Event Name. Total Unique Opt-ins City of Arcadia COVID 19 9.458 456 736 Total Unique Opt-ins 9,454 900 Aug 4 Aug 5 Aug 6 Aug 7 Aug 8 Aug 9 Aug 10 800 View Report Best practices for gaining opt-ins • - • 700 600 Aug 5 Aug 6 Aug 7 Aug 8 Aug 9 Aug 10 Aug 11 QUICK LAUNCH View Report Best practices for gaining opt-ins New Notification- New Contact 1. The system must be able to send multi-modal messages—phone, email,and text message—to multiple types of devices, including landlines, cell phones,TTY, Smartphones, email inboxes, fax machines, and pagers. Is the provider able to auto-detect TTY and 501 compliant? ® Everbridge complies. Everbridge is a critical event management communication platform designed to deliver important notifications across ;1 a wide band of modes(email, SMS, cell, Apple Watch, etc.)with 4 , confirmation of receipt and reporting built in. Everbridge supports a flexible mix of voice-and text-based contact paths. The delivery methods available in the system consist of 6 phones, 5 Easily choose customized phones with extension, 5 SMS devices, 1 One Way SMS (often used for delivery methods for SMS paging), 5 email addresses, 3 TTY/TDD devices, 1 recipient app targeting notifications (the Everbridge Mobile app), 1 TAP Pager, 1 Numeric Pager, 3 Fax numbers, 1 plain text email 1-way, 1 plain text email 2-way using HTTPS Publish, Desktop Alerting (premium feature), posting to Nixie (premium feature), Social Network Posting (premium feature), posting to RSS (using our inherent OASIS CAP support), and posting to IPAWS (authorized clients only). The paths are customizable allowing your administrators to set up as many or as few of each type as needed. The system allows administrators and/or your contacts to configure preferred delivery priority so that devices are contacted in the order desired. If the system is unable to connect with the recipient via the first delivery path, it automatically rotates to the next delivery path and attempts to contact again. This ©2021 Everbridge F.c, r, lc 24 Mass Notification System Aeverbridge® City of Arcadia process continues until the recipient confirms receipt or until the Broadcast Duration and/or Contact Cycles have expired. AUTO-DETECT TTY We do not do auto-detection of TTY when we make a phone ring on the recipient's side. Rather, we have a separate delivery path for TTY (i.e., separate from phone/voice delivery), which someone (client or recipient/member) must tell us that the number we're going to be calling is a TTY device. "501" COMPLIANCE/SECTION 508 COMPLIANCE Everbridge is not familiar with anything that would require"501" compliance. Therefore, we are making the assumption that the City intended to ask about Section 508 compliance. Everbridge complies with a wide range of WCAG 2.0 and Section 508 accessibility requirements for both users of the solution and recipients of communications. From a user perspective, we develop with accessibility in mind to ensure visually impaired and color-blind individuals can all utilize our system. Our system is browser-based supporting accessibility functionality in all modern-day operating systems and web browsers. From a recipient perspective, we support TTY/TDD technology and provide a rich mobile app for use on iOS and Android devices to receive communications. Everbridge has supplied our latest Voluntary Product Accessibility Templates (VPATs)for further review and to demonstrate our various areas of compliance. See Section I:Additional Information. 2. The system must be able to deliver to third party devices such as digital signage, alert systems, etc.via RSS. Yes. To further extend Everbridge notifications to other delivery methodologies (i.e., websites, bulletin boards, RSS feeds, social networks, UHF radios, RF Pagers, Sirens, Radio Systems, digital signage, PA systems, client television station broadcast, AM/FM radio broadcast systems, two-way RF radios, etc.), many system/device vendors offer the ability for their system to ingest HTTPS feeds of information or offer an"email gateway" or"telephony gateway"to receive inbound email/telephone messages and "pass"the received content on to the target devices. Clients may use several Everbridge features to post to the various sites/systems listed above: • Using an email delivery method in Everbridge and targeting an"email gateway"which deploys the message to the device(s) connected to the email gateway(usually text display devices/systems including digital signage, RSS posting, websites, bulletin boards, social networks) • Using a telephone delivery method in Everbridge and targeting a"telephony gateway"which deploys the message to the device(s)connected to the telephone gateway(usually audible notification devices such as radios, PA systems, "Giant Voice" platforms, etc.) • Using our HTTPS publish function, clients may send a notification from Everbridge, using HTTPS, directly to a system that is capable of receiving input via HTTPS and posting the content to the related technology or website (i.e., Cisco phone systems, websites, RSS feeds, audible speakers, etc.). If the target platform does not inherently ingest HTTPS, a small middleware application can be built to achieve this(by the client or by Everbridge Professional Services) • Clients may use our CAP RSS deployment functionality to target a CAP compliant messaging solution to further disseminate messages to connected systems or sites. ©2021 Everbridge Lverbridge corn 25 Mass Notification System Aeverbridge® City of Arcadia • Everbridge also maintains a partnership with Alertus, an industry-leading provider with extensive support for"public notification devices" (digital signs, speakers, etc.), emergency alert beacons, radio platforms, and desktop notification functionality.Alertus is integrated with Everbridge in such a way that messages from Everbridge are easily transmitted to the client's Alertus platform for distribution to radios, beacons, digital signs, PA systems, desktop popups, etc. Everbridge would welcome the opportunity to discuss and demonstrate our support of these requirements as needed. 3. The provider must be capable of consuming and rebroadcasting CAP version 1.2 messages and publishing to a CAP channel. Describe any evaluations through FEMA's NIMS program. Everbridge is certified as a gateway for IPAWS/WEA(using CAP 1.2). Authorized clients, such as government entities, will need to provide their COG ID (Common Operating Group ID), the Common Name(Logon Name), and the digital certificate provided by FEMA within the settings of the Everbridge system. Once this information has been provided, clients can send notifications and include the Publish to IPAWS/WEA as a deployment option—or simply target IPAWS/WEA separate from any other target population. 4. The provider must allow external systems to integrate via APIs. Describe this functionality. Everbridge complies. The Everbridge platform supports integration with web service architectures and applications clients may maintain internally using our Application Programming Interfaces(APIs). Everbridge's API structures are JSON-based RESTful APIs which allow clients to manage contact data, generate reports, and trigger notification launches from other backend systems. Our Broadcast API requires the following elements to launch a message: who to contact, what to say to them, and how to deploy the message. Our Contact API allows the management of any data element in a contact profile. Integration with Everbridge APIs is available as an option to all our clients. Integration requires the development of a"middleware" application which will interface the chosen backend data systems with the Everbridge platform online. The development of the"middleware" can be conducted internally by client resources or clients may choose to contract with Everbridge Professional Services to complete the development and integration, which will require additional scoping and development fees. The language selected for development is entirely up to the client, but common languages clients utilize include Java and .Net. Common integrations include: • Contact management from an existing backend data system such as LDAP,Active Directory, PeopleSoft, SAP, Lawson, Banner, and any other client data store compatible with web services • Broadcast management from events trigger/detected in another client backend data system such as CAD platforms, SCADA systems, ITSM based platforms (i.e., Openview, Remedy, etc.), alarm systems, gate monitoring systems, security systems, and any other client platform that supports web services All integrations built by Everbridge Professional Services are custom developed based on each client's specific needs form the integration. Additional information regarding our API is available as part of the final selection process. 26 ©2021 Everbridge ` ,t Mass Notification System Aeverbridge® City of Arcadia 5. Allow for secure and direct publishing to RSS, Facebook and Twitter, and other social media platforms, as necessary. Everbridge allows clients to add multiple Facebook and Twitter accounts and publish directly to those social media sites as well as to Everbridge contacts(ex: opt ins and 911 contacts) simultaneously. Everbridge would be glad to discuss and demonstrate this functionality as part of down select. CAP RSS support is inherently available in the platform. Everbridge's CAP support leverages the OASIS format, and each client environment(Organization)will support CAP configuration to send messages from the solution to the desired endpoint. 6. Allow for rich-text HTML enabled e-mails. Describe your rich text editing interface(support for charts,tables, illustrations, drawings, etc.). Everbridge complies. Everbridge supports this requirement through our Rich Text Format email functionality (which is an option for any notification being created). Our Rich Text Format functionality will support rich text options such as font control (size, color, and style), bullets, graphical links, working URLs, etc. This includes support for charts,tables, illustrations, drawings, etc. These rich text formatted notifications are deployed to Rich Text Email devices and to our Everbridge mobile recipient app for iOS and Android devices. 7. The system shall allow for drafting free form messages.The system will also be able to build message templates for individual scenarios such that when the message template is used,the drafter only needs to select and input a few fields of information from pre-set options to complete or fill in the message. Everbridge complies. Drafting free-form messages is standard functionality. In addition, the City can create and save message and broadcast templates to expedite communication processes. Message templates contain pre-recorded voice and text content which can be applied to new notifications. Notification templates are pre-defined notifications which contain message content, target recipients, and settings. Once saved, notification templates can be quickly deployed individually or as a group in under 15 seconds. Templates are stored in a corresponding library for easy management. Use a message template X ]IJ Voice Text Createe By Created On Dave 1 of I 10 v VLH; Cance.j [ok ©2021 Everbridge Everbridge.com 27 Mass Notification System Aeverbridgee City of Arcadia 8. Allow the user to attach documents within e-mails or via secure file links. Describe how service reduces system data load. Everbridge complies. Message senders can upload up to five files, with a single file size of 2 MB, with 2 MB total for all attachments combined. Message type: Standard Polling Conference Bridges Attach Files You can upload up to 5 files.with a maximum single file size of 2MB.with 2MB total for all attachments Publishing t combined. In cases where the attachment file size is too large, clients can create messages that include hyperlinks to the files (hosted by the client or third party)that they want to share. 9. Describe how you effectively avoid SPAM filters. Do you scan attached files for viruses? Everbridge complies. Everbridge is"white-listed" as a registered SMS content provider which reduces the chances of any large SMS notification sent being flagged as"spam". Furthermore, from an email perspective, Everbridge will also provide"email whitelist" information to our clients to allow our email notifications to flow through junk mail/filters easily within the client environment. 10. Allow users to select the type of message to send —voice,text,or voice and text.The system must offer the ability to deliver messages in the user's own voice,via text-to-speech,or a blend of the two that allows for the seamless, interlaced integration of user provided voice content with text-to-speech content. Everbridge complies. This is standard functionality in the Everbridge system. Our solution allows the message sender to create a single message and have the message deployed to all available delivery paths,whether they be text-based or voice-based devices. If a client creates a text-only message and deploys it to a voice-based device, Everbridge's text-to-speech engine will convert the text for successful delivery to a voice device such as a telephone. Furthermore, clients can also record voice and text for any notification, and text-based content will deploy to text devices(email, SMS, etc.) and voice content will deploy to voice devices(cell phones, landline phones, etc.). Everbridge supports the following methods to record a live voice: • Record a new message via phone or with a microphone connected to the PC • Call in with a telephone and record a message • Select a pre-recorded voice message • Upload a .WAV file from your computer • Record directly on your mobile phone via the Everbridge Mobile app for recipients 28 ©2021 Everbridge Everbridge.com Mass Notification System *everbridge` City of Arcadia In addition to including a text-to-speech (TTS) engine which can be used with any notification, Everbridge holds US Patent#8,149,995 covering the use of text to speech in a notification. 11. When sending a text message and it exceeds the maximum allowable characters for a single SMS,the system can automatically adjust so that multiple text messages are not sent. In an effort to reduce message fatigue, our organization prefers the first part of the message to be sent with a link for the recipient to access the remaining portion of the message that exceeds the maximum amount of characters that cell carriers can support per SMS. How does your system handle SMS messages that exceed the allotted amount per text message? Everbridge complies. Arcadia is currently leveraging our Single SMS feature which automatically condenses an SMS to be delivered as a single block (defined by Cell Carriers as 160 GSM characters or 70 characters if a non-GSM character is included) and adds a link for contacts to view the full message. Everbridge users also have the ability to configure"Custom SMS Messages"where a 160- character message can be created with the option to automatically include a link to view the Web Page Message for any additional content and the option to add images, other links, etc. TEXT Q Use custom SMS message Use custom Email/Everbridge Mobile App message Email,Fax,Pager,Text-to-speech conversation Message body Characters remaining:2500-Email/Fax 12. Describe the process of creating a message across multiple languages. Multi-lingual messages can be sent through an Incident Scenario, which launches separate templates with separate messages simultaneously and uses Google Translate to auto-translate into multiple languages. TO LAUNCH AN AUTO-TRANSLATE SCENARIO 1. From the Incidents tab, click Launch Incident. ©2021 Everbridge Everbridae.com 29 Mass Notification System Aeverbridge' City of Arcadia 2. Select an Incident Template at the left. In this case, select the auto-translate scenario. 3. Select the link: Read before using and read the Translation Services Disclaimers. Translation Services Disclaimers x .elbr.dge Disclaimer The notification w s.be trans:atec for your convenience using software powered by Google Translate Nc automated translation is perfect nor is it intended to rep-ace human translators fluent in producing translations between the desired languages Translation are provided as a service to users.anc are provided`as is By providing translation services via Google Translate Everbridge assumes no responsibility or liability for any inaccuracies in translations No warranty of any kind,either expressed or,mp•.ed.:is —;de as to the accuracy,reiability,or correctness of any translations Some content may not be accurately translated due tc the itations of the software. TTS(Text-to-Speech,Engine Usage Disclaimer For the text notif#cat•ons sent to voice paths,the Eyerbridge TTS engine supports the following languages for the voice coniersicr No warranty of any kind,either expressed or implied,is made as to the accuracy,re•ab+iity,or correctness of converted audio for the text in a non supporter language Some content may not be accurately deliverer to voice paths cue to lite i,rnitatons of the :ftware • Danish • Eng,sh. • French • 3erman • Italian • Japanese • Korean • Norwegian • Portuguese • Russian • Spanish • Swedish • Arabic • Chinese Simpi tier • Polish • Dutch 30 ©2021 Everbridge Everbridge.com Mass Notification System *everbridge City of Arcadia 4. Click OK to close the Translation Services Disclaimers page. 5. Fill in any required fields. 6. Also, if you want English translated to the other languages, fill in the trans-English field and click Translate. Your translation is shown in the text boxes of the other languages. ,-•lect Template .0 7. Click the Send button. Voice prompts and text to speech are available in 24 languages: Arabic/ Bengali/Chinese (Simplified)/ Danish/ Dutch /English (UK) /English (US)/ Finnish /French / German/Haitian Creole/ Italian /Japanese/ Korean/ Norwegian /Polish / Portuguese/ Russian / Spanish (Europe) /Spanish (Latin America)/Swedish /Urdu/Vietnamese/Yiddish ©2021 Everbridge verbridge.com 31 Mass Notification System Aeverbridge® City of Arcadia Additional language options are also available such as: Text to Speech:the Everbridge text-to-speech engine will also pronounce your message in any language in which you can create the message text. Voice recording: Everbridge offers voice recording options to capture additional languages and specific nuances/dialects of the language. Automated translation (optional): clients may choose to have our automated language translation function (provided through Google Translate and our Scenarios)to auto-translate messages for deployment. In addition to including a text-to-speech (TTS) engine which can be used with any notification, Everbridge holds US Patent#8,149,995 covering the use of text to speech in a notification. This allows clients to define message content in text form and when voice-based devices are selected for the message deployment, the client will have the option to convert the message text into speech using the TTS engine. Everbridge also supports Text-to-Speech messaging in a foreign language (ability to type a message in a foreign language and have that message delivered in the language). The Everbridge text-to-speech engine will also pronounce your message in whichever language you select. All functionality outlined here is available by default and we would welcome the opportunity to demonstrate our support as needed. 13. Permit users to include personalized contact information such as contact's name, institution name, date,or whatever customized "flexfield" content users need to deliver to recipients. Describe this"flexfield"functionality. Everbridge complies. The City can create customized, user-defined fields to store, search, and target recipients using meaningful information specific to your organization, e.g., division, shift hours, commuter routes, etc. The possibilities are endless. Users can further leverage these fields to create and save advanced logical rules. ADD FIELDS Name Data Type Text Display Format Single Selection List O 0 Add another item ® I, Cancel ©2021 Everbridge Everbridge.com 32 Mass Notification System Aeverbridge City of Arcadia Everbridge allows client employees/recipients to update and modify contact preferences, maintain their contact information, including specifying the contact paths through which they would like to receive notifications (email, SMS, telephone, etc.) and what types of notifications they would like to receive. Employees/Recipients can register up to five addresses in the Everbridge system. The opt-in data is geocoded and is ready for use immediately. An added benefit is that the Contact Opt-In Portal takes away your data management burden and is designed to be completely configurable to your needs. 14. Provide the ability to extract home language from a client database field and enable the automatic distribution of messages in a contact's preferred home language. Describe this process. Everbridge complies. Everbridge can use scenarios to launch multiple messages from the same template. Each message can use a recipient's preferred language if indicated in an additional information field within the system. These messages may be preconfigured in advance or modified at the time of publication using Google Translate. 15. Allow for the quick and easy translation of English-language content into other languages for both text-based and voice messages. Describe this functionality. Clients may choose to have our automated language translation function (provided through Google Translate and our Scenarios)to auto-translate messages for deployment. 16. Describe the method for recording and archiving messages for future delivery. Everbridge complies. The system allows you to create messages and schedule them to deploy on specific dates and times or as recurring messages to be sent on a daily, weekly, or monthly basis. Send & Save Send Now Later !Recurnr;. Repeats Daily Every: Day(s) Time Zone: (GMT-5:00)Central Daylight Time(America/Chicago) Start Date: End Date Send Time: 00: 0 -Or- Save as a notification template 17. Provide ability to create message templates allowing for the quick sending of messages. Describe the minimum number of clicks that it takes to send a message. Everbridge complies. Customers can create and save message and broadcast templates to expedite communication processes. Message templates contain pre-recorded voice and text content which can ©2021 Everbridge Everbridge.corn 33 Mass Notification System ".everbridge City of Arcadia be applied to new notifications. Notification templates are pre- Use a message template x defined notifications which contain message content, target recipients, vc;cel7e><t Created By Created On and settings. Once saved, IL notification templates can be quickly _ - - F�=°' deployed individually or as a group 1:1 - in under 15 seconds with a -- minimum number of four clicks. - EE:E Templates are stored in a corresponding library for easy ,,T,;. e, - 0. management. 18. Provide ability for authorized Daae 1 of 1 10 .. \hew 1-4of 4 users to easily access different departments for messaging purposes,with only one user [cake ) OK account. Everbridge complies. Our solution allows for the creation of unlimited groups and subgroups, all under the umbrella of one user account. This will allow your authorized users to easily target notifications to different departments or groups. 19. Provide the ability for users to create multiple custom Email ID profiles than can be selected during the message creation process, allowing for multiple messages to be sent simultaneously, each with its own Email ID. Everbridge complies. For each Everbridge notification sent via email, clients may customize the Sender Email Display Name (can be text or a valid email address), the Subject/Title of the message, the Body, and the Header/Footer. Additionally, our Custom From Email functionality (premium feature)allows clients to custom define the domain (i.e., using the client's existing domain)the Everbridge solution will use to send message to their recipients. Everbridge would welcome the opportunity to demonstrate and discuss our support of these requirements as needed. 20. Provide a toll-free number for recipients to retrieve previously sent phone messages. Everbridge complies. Everbridge clients can post messages for their recipients to call back in (using a toll-free number)and retrieve/hear the message using our Audio Bulletin Board functionality. If desired, clients can then include the Audio Bulletin Board telephone number as their caller ID in notifications that are deployed. 21. Allow for the manual creation and automatic import of an unlimited number of recipient groups. Everbridge complies by allowing the creation of an unlimited number of groups/subgroups. Everbridge allows your organization to automate data uploads using any SFTP client and synchronize with existing data sources. Your organization can add, modify, and delete contact data on an hourly, daily,weekly, 34 ©2021 Everbridge Everbridge.com Mass Notification System *everbridge City of Arcadia bi-weekly, or monthly basis without human intervention. Everbridge allows you to schedule data uploads to occur automatically on a recurring basis or manually launch updates on the fly. 22. Allow for the construction of dynamic groups that will select all contacts meeting user-designed dynamic criteria at the time of message delivery, ensuring the most up-to-date and accurate message delivery. Everbridge allows for the blending of traditional target methods (static or dynamic groups or individual targeting)with map-based geographic targeting. These options are available within the notification workflow to all message initiators. FOR ACCURATE DELIVERY Everbridge supports the ability to deploy SMS communications using the"native" protocol (SMS via SMPP) as well as via email (SMS via SMTP). Everbridge guarantees the deployment of communications from the solution as per our Service Level Agreement. In regard to"whitelisting", Everbridge is a registered content provider with carrier networks which reduces the chance of client SMS messages being flagged as spam. Everbridge does leverage industry-leading SMS aggregators directly bound to the Everbridge solution for the deployment of SMS-based notifications. EVERBRIDGE SMARTPATH — INTELLIGENT DELIVERY Everbridge SmartPath is a suite of features to ensure the reliable delivery of client messages. This includes the structuring of messages to optimize throughput in all communication channels, evaluating channel message delivery and message failure history, intelligent routing of messages to avoid potential delays or failure of delivery of messages, and recommending optimization of message credit allowance. SmartPath takes an SMS that is longer than 160 characters and provides a link to the full message. There are two SmartPath features available today in the Everbridge Critical Event Management (CEM) Suite: Single SMS SMS to Email Router Everbridge would welcome the opportunity to discuss this topic further as required. 23. The system shall support setting up rules with parameters for which users or user groups are sent specific messages kept automatically up-to-date with the user preferences. Everbridge complies. Clients can create Rules which support the ability to leverage any data element defined as part of the contact record to create the target audience; these rules are dynamic and will always target the proper audience as the database is updated. 24. Provide a call cancellation button that allows the user to stop an outgoing call in process. Everbridge complies. A message sender can cancel an active broadcast by clicking the"Stop" button. Auto Refresh Stop I Send Follow Up l i ©2021 Everbridge Lverbridge.com 35 Mass Notification System Aeverbridge® City of Arcadia 25. Automatically retries unsuccessful phone attempts in order to maximize the number of successful phone deliveries. Describe this functionality. Everbridge complies. To help ensure notifications are received by the target recipients, Everbridge designed a truly rotational contact methodology which leverages multiple contact delivery paths such as telephone calls, native SMS, email and many more. This provides a natural call throttling ability. The system will rotate through each target recipient' s devices, individually, and seek confirmation. Once confirmation is received, it is registered with the Everbridge system and no further notifications are deployed to that contact. However, if the contact does not confirm, the Everbridge system rotates to the next available device for the target recipient and attempts to contact them again, seeking confirmation. This process continues until the contact confirms or until the broadcast duration and/or contact cycles have expired. If the message sender truly wants to maximize phone deliveries specifically, they could choose only telephones as the targeted delivery methods. The system allows you to choose up to six phones in addition to five phones using an extension. Using the rotational contact delivery described above, the system would then contact the targeted telephones one after the other until a notification was confirmed or the broadcast timed out. 26. Provide a zero retry option. Everbridge complies. To accomplish this, the message sender would choose only one contact cycle. With this setting, the system would cycle through all of the chosen delivery methods only one time and then stop attempting contact. Of course, if a confirmation is received midway through the cycle, then the system will cease any additional contact attempts. Contact cycles: 1 27. Provide ability to schedule a recurring message. Everbridge complies. As previously noted, the system allows you to create messages and schedule them to deploy on specific dates and times or as recurring messages to be sent on a daily, weekly, or monthly basis. 28. Provide calling based upon client-provided GIS coordinates. Discuss maximum number of vertices for polygon. Everbridge complies. Everbridge provides the ability for the subscriber to input latitude/longitude coordinates or select from a map. Polygons must contain fewer than 5,000 vertices. 29. Provide ability to upload GIS-created shape files and save them for future use.Ability to import GIS created map from other data sources.The ability to filter by map. Everbridge complies. Everbridge inherently provides a map-based interface that can be used for reviewing important geographic or situational information and for targeting communications to a desired audience. By default, Everbridge includes 3 base map layers for use (BING, Google, and ESRI) and clients may also utilize their own internet accessible map server with Everbridge as well. ©2021 Everbridge Everbridge corn 36 Mass Notification System Aeverbridge® City of Arcadia Map tools provided to clients include searching for contacts based on geographic requirements (address, intersection, contact name, zip code, lat/long/, point of interest, etc.)and polygon tools that support freeform shapes, polygons, circles, and inclusion/exclusion shapes. Clients may save created shapes in our Shape Library and also upload existing shapefiles from another solution for use in the platform. Finally, Everbridge also supports the ability for clients to upload custom map layers which may include specific information to the client such as the location of utilities, asset locations, environmental zones (i.e., flood plain maps), and more. The client need only to supply the map layer for use(by uploading to Everbridge)and it's immediately available for view when using our Universe Tab. Everbridge would welcome the opportunity to demonstrate and discuss this functionality as required. 30. Automatically de-duplicate phone numbers to ensure the same number is not called more than once for a given call. Everbridge complies. Everbridge inherently supports de-duplication which prevents contacts from receiving multiple communications if they have been targeted more than once with any client communication deployment. This is default functionality in the system. 31. Provide the ability to send voice and text-message (SMS) notifications to international phone numbers. Everbridge complies. This is standard Default Options functionality. Record messages in any • language or convert text messages in any of our supported 24 languages into Notification Language I Engii speech. Clear voice prompts are also Voice Delivery PIN Danish English U.K.; available in those 24 languages. F_ng is'iuS Furthermore, robust international calling Confirmation Requested French German and SMS capabilities enable customers Haitian Creole to communicate seamlessly with contacts voicemail Preference Italian across the globe. 32. Allow the distribution of automated NOAA severe weather warnings to all available contacts or to specified groups of contacts. Everbridge complies. Everbridge's Mass Notification platform offers SMARTWeather Alerting which leverages AccuWeather and Weather Decision Technology's meteorological resources to enhance and optimize more than 150 severe weather alerts such as lightning, tornadoes, thunderstorms, hail, ice, snow, extreme temperatures, high winds, flash floods, and flooding. Because these severe weather types are difficult to predict far in advance, they often result in terrible loss of property and life for those individuals who are caught unaware. Everbridge SMARTWeather Alerting provides location-specific severe weather alerts at the speed of a click. An automated rules engine supercharges the speed and accuracy of alert delivery so notifications get to the right people right away. With SMARTWeather, you can automatically broadcast customized messages based on the type and severity of the event. Everbridge launches notifications that are: ©2021 Everbridge Everbridge corn 37 Mass Notification System Aeverbridge City of Arcadia Specific-Detailed alerts, geographies, and stop start times Map-driven-Visual weather and select targets using GIS maps and shapes Automated-Deliver alerts to contacts and members automatically Rules-based- Use rules to determine when a message should be triggered Targeted-Deliver the right message to the right person automatically 33. Allow a phone message preamble so that the user can append a message prior to a NOAA severe weather warning. Arcadia currently has Voice Greetings set up for priority and non-priority messages. Evefttioge Arcadia Public Alerts Organ'zation Admin)" Dashboard Universe Notifications' Contacts s. Reports Settings Ne Access Organization Member Portal Everbridge Mobile App Organization > Phone-Voice Greeting o Map > NON-PRIORITY GREETING PRIORITY GREETING Interactive Visibility Default message Default message Publishing Options Custom message Custom message Notifications .. Use Everbridge recorder pp Use a telephone Use Everbridge recorder O Use a telephone Upload a file Upload a file Default Options Recording instructions Recording instructions 1:Recorded Audio 1558109180002 4i.;13 1:Recorded Audio 1 5581 0908 28 54 �1) SMS Options 1. Provide graphical and informational real-time reports documenting notification results on voice and SMS messages. Everbridge complies. The Everbridge suite offers some of the most powerful reporting tools in the Critical Event Management market. The system provides reporting on your terms—the information you want, exactly when you want it. These include reports for use during emergency activations as well as afterwards. All reports can be exported. NOTIFICATION DASHBOARD REPORTING (REAL-TIME REPORTING) The notification dashboard is a reporting system that tracks notifications in real time, allowing you to observe the results of the broadcast as they occur. Receiving real-time broadcast results allows you to make faster, more informed decisions. Real-time notification metrics available for each broadcast include full broadcast summary details, total number of notification results (confirmations, not confirmed, confirmed late and unreachable or based on polling responses) along with full delivery details that outline each individual within the broadcast, their confirmation status, confirmation time, attempt time, first attempt time, confirmed path, polling results and full call results information. ©2021 Everbridge PvuiL ''',:� ;-o'', 38 Mass Notification System Aeverbridget City of Arcadia The dashboard reporting screen automatically refreshes every 60 seconds, or it can be manually refreshed while the broadcast is active to provide up-to-the-second information. You can easily access detail-level reporting to see who has received and confirmed messages and who has not. BROADCAST REPORTS Everbridge provides an automated Broadcast Report at the conclusion of each broadcast, providing full broadcast summary details, total number of notification results(confirmations, not confirmed, confirmed late and unreachable or based on polling responses)along with full delivery details that outline each individual within the broadcast, their confirmation status, confirmation time, attempt time, first attempt time, confirmed path, polling results, and full call results information. These reports are available online through the Web-based administration console. They can also be automatically emailed or faxed at the conclusion of a broadcast. CUSTOMIZABLE AD HOC REPORTS Everbridge also offers drag-and-drop ad-hoc reporting, which enables customers to create customized reports using any of the contact information fields, including custom fields, to fit specific needs. A graphical view of the reports can be displayed for quick data analysis. With the ability to build customizable ad hoc reports, your reporting options are virtually unlimited. And they give you the ability to drill down into the smallest detail of reporting data. DETAILED NOTIFICATION ANALYSIS REPORTS The Detailed Notification Analysis Report allows clients to investigate the delivery details, over time and among all users targeted, for any notification campaign launched from the platform. Details about the notification such as the settings that were configured for the deployment, confirmation status information (with pie chart representation), and the overall number of delivery attempts made over time (with line chart representation)are included in this report. EVENT ANALYSIS REPORTS Everbridge provides the ability for multiple messages to be viewed in a single report. Reports can be filtered to include a single notification or multiple notifications. With the Event Analysis Reporting feature, clients may look at all messages/response details related to a particular event in a graphical and top-down style. TRACKING OF POLLING RESPONSES In regard to Polling Notifications, Everbridge supports the ability to track any response (defined by the message initiator prior to launch)the recipient selects when the message is received. From a reporting perspective, polling responses are available on a per-user and per-notification basis, which allows clients to see individual responses as well as an aggregate number of responses collected among the entire target audience. INCIDENT COMMUNICATIONS COMPLIANCE AND REPORTING OPTIONS • Incident report exports all incident communications details and responses in a PDF format • Custom reports analyze incident communications' effectiveness • Communication broadcasts and confirmations include audit trails and time stamps ©2021 Everbridge Everbridge.com 39 Mass Notification System everbridge® city of Arcadia Search across all incidents using status, user, type, and date Real-time incident dashboard for operators showing all open incidents 2. Provide adequate reporting to demonstrate that usage of the notification system supports administrative standards for community outreach, safety plans, and other annual mandated reporting. Everbridge complies. The reporting functionality will allow the City to report on any notification system usage, and the ad hoc reporting features will allow you to create reports specific to administrative standards for community outreach, safety plans, or other mandated reporting. 3. Provide at-a-glance, real-time reports of SMS and voice messages in queue. Everbridge complies through the use of our notification dashboard, which is described in our response to# 1 above. 4. Provide time of completion of all first call attempts, indicating the speed at which the message reached the majority of phone recipients. Everbridge complies. Everbridge notification reports include detailed time stamps for each delivery attempt. This data is retained in the system for 18 months and can also be downloaded as a CSV. 5. Provide history of contact data imports including date,time, a high-level results view and in- depth, downloadable results. Yes, Everbridge provides the ability to see data imports, time, downloadable results and contact upload files and success/failure records. 6. Provide recipient-specific message history, delivering results by mode for each message along with a downloadable report that provides comprehensive information for every call and delivery mode for a given recipient. Everbridge fully supports this requirement. 7. Provide contact data metrics during the message creation process informing users of the number of modes (phone, email, etc....) and number of languages associated with the currently selected contacts. Everbridge complies. Everbridge allows the administrator to edit delivery methods when creating a message based on the contact data or device they wish to target. Contacts can also be selected based on additional information, groups, and location. From the Universe Map, the contact record types, dynamic groups, and address for each contact is viewable. ©2021 Everbridge Everbridge.com 40 Mass Notification System AeverbridgeM1 City of Arcadia Everbridge Suite Dashboard Universe Notifications se Contacts v 0 Select Contacts You've selected: 70 contact(s, A view lookout Ai(::j Uld Wildern • Park • + • w .10011/0 • � Lannan highland oaks drive Debris Basin ,� "' Arcadia California • • 91006 a i•• • US a • • • f • • • • • • 4i c • F r • • 1. Provide an intuitive and user friendly web interface that allows users to quickly create a multimodal message from one screen, and helps distinguish between and create emergency vs. non-emergency messages. Everbridge complies. The Everbridge suite was designed with ease of use in mind, and that includes a user-friendly, intuitive web user interface with a single-page workflow. This allows for the creation of notifications that are less likely to contain errors. In addition, the system allows you to choose between high priority and standard priority notifications. High priority notifications will take priority in your delivery queue and are flagged in the recipients' inbox. ©2021 Everbridge Everbridge com 41 Mass Notification System Aeverbridge City of Arcadia 2. Provide the ability for the call send process to work from any web-enabled computer. Everbridge fully complies with this requirement. Everbridge is a SaaS solution, and the primary point of access for all users is using any computing system (Windows, Mac, or Linux) that has a web browser that supports HTTPS TLS 1.2 security (which includes common browsers such as Firefox, Chrome, Safari, Opera, and MS Edge, etc.). 3. Provide a telephone-only access method to send calls if the client is unable to access the web interface for any reason. This process should be simple, secure, and must not require operator intervention. Everbridge complies. Message senders can utilize a telephone (landline, VoIP, mobile phone)with our Phone Launch capabilities even when you have no access to the Internet or Wi-Fi. The notifications can be standard, polling, or a conference notification. The recipients can be in the same or different country as the sender and have multiple devices in multiple countries. 4. Do you offer a mobile application? Please describe. Everbridge complies. Everbridge offers mobile applications for both iOS and Android operating systems. Two of our most popular are ManageBridge (for message senders) and the Everbridge Mobile App (for message recipients). MANAGEBRIDGf Using the ManageBridge application with your smartphone or tablet, you can access the Everbridge system for launching/managing notifications whenever you need it, no matter where you are. Built as a native application, ManageBridge reliably works under adverse network conditions and provides for you the full communication power of the Everbridge system whether you are working out in the field or just down the hall. ManageBridge brings the same set of rich communications features available in Mass Notification to administrators who frequently use mobile devices. With ManageBridge, users can monitor and initiate communications from smartphones and tablets while on-the-go. ManageBridge is a free native mobile application available to Everbridge clients that gives them more control over their emergency notifications than ever before. Key benefits include: Real Time—Provide instant updates and gather quick responses to assess what resources are needed and available Connected—Transmit SMS messages in low bandwidth or weak connectivity areas using Apple iOS and Android devices Targeted—Create specific stakeholder conference notifications to bring response teams and executives together, or launch secure push notifications on-the-fly Interactive—Monitor real-time push notifications from mobile devices using an interactive graphical reporting interface ©2021 Everbridge Everbridge.com 42 Mass Notification System Aeverbridge City of Arcadia Conference Polling Quota Notifications Notifications Notifications tarerner C'- Q 2 W ng onto, 0 i 2 Sewnu C 3µiW..l Q 5 M M ram, 4 yot np opld,a O.. V eee w ? hoe 40 a0 ', DD©CIDE ODD 1.. 2 3 oOCICIO CIO 4 5 6 Settings Conference ©©aDDDD 7 8 9 i tz3 ® sp.. rew.n 0 a Use ManageBridge to connect with key stakeholders and unleash the full power of the Everbridge suite—anywhere,anytime. EVERBRIDGE MOBILE APP In addition to our traditional contact paths, we offer the Everbridge Mobile App, an application that allows your employees and internal stakeholders to receive push notifications, respond to and initiate messages, and send pictures and their geographic location directly to the Everbridge console from their smartphone. With the Everbridge Mobile App, you can enhance your emergency resources with your entire recipient network, turning mobile notification recipients into valuable additional eyes and ears right where the action is. This application is available for Android and iOS devices. • The Everbridge mobile application allows users to share information via email and SMS. This functionality can be enabled or disabled by our clients, based on desires and internal policies • The Everbridge mobile application allows users to provide images. Images can be shared from the device camera or from the local photo library • The Everbridge mobile application allows users to share their geographical location. It is completely up to the user(optional)to share their location via the Everbridge mobile app • Everbridge supports the ability to display content and images shared from the mobile application into the vendor's map user interface. This is available using the Everbridge mobile app widget within the Universe tab in the system • Everbridge allows administrators to identify custom categories to proactively collect and categorize important feedback. This is conducted by configuring desired Categories through the IV Settings menu in the settings area of the product. Once configured, users of the Everbridge mobile app can share information regarding these categories ©2021 Everbridge Lverbridae.corn 43 Mass Notification System Aeverbridget City of Arcadia • Everbridge allows administrators to allow contacts to share messages with their extended network. This functionality can be enabled or disabled by our clients Customers are able to collect field-based intelligence from their recipients by establishing custom "unsolicited messaging" categories that can be used with the Everbridge app to report maintenance issues, security concerns, or other critical events that may require immediate attention from your organization 5. Describe the minimum number of clicks to send an emergency message. Users have the option of choosing a previously created high priority notification template. Doing so will allow the user to send the notification within four clicks. 6. Provide one-click resend option that allows the user to easily pick-and-choose from several options as to which results are retried for resending unsuccessful calls. Everbridge complies. The system provides the option of sending a follow-up notification to confirmed contacts, not confirmed contacts, confirmed late contacts, or unreachable contacts. One click brings up the options dialog box for who you want to send the notification to. After choosing the recipients, the notification message comes up for editing and then sending. Send Follow Up X Confirmed 1 contact(s) Not Confirmed 0 contact(s) Confirmed Late 0 contact(s) Unreachable 0 contact(s) Note:if any of these contacts have been deleted since the original notification went out they will not be sent the follow up notification. Cancel "ustomer Implementation, Training, and Supe h t 1. Present a detailed implementation plan with a timeline from contract signature through user training with clearly identified roles and responsibilities for both provider and client.The plan must be able to be completed within 30 days of the date the contract is signed. Since the City of Arcadia is an existing client who has been fully implemented, this requirement is not applicable. ©2021 Everbridge Everbridge.com 44 Mass Notification System Aeverbridge" City of Arcadia 2. Present (during the implementation and training phase) an articulated plan for best practices for use and how the system adheres to existing client protocols for communication. Again, as a fully implemented client, this requirement is not applicable to the City of Arcadia. However, you should know your Account Manager, Joanna Burlison, is always available to discuss best practices and any questions related to system adherence to existing client protocols for communication. She will continue to serve as your primary point of communication within Everbridge and is always ready to assist in any way possible. Self-service trainings on best practices are also available through Everbridge University. 3. In order to be considered,the provider MUST offer unlimited 24/7/365 support through a toll-free phone number at no additional cost. Everbridge complies. We offer a full range of technical support components. Everbridge support provides access to our technical support team, including phone and email response 24x7x365, access to the Everbridge knowledgebase via the Support Center, solution documentation, case management resources, and Everbridge University for online, self-paced training courses. In addition, if necessary, clients can use Everbridge's 24x7x365 Live Operator Service whereby after calling our Live Operator Support toll-free number, a caller authenticates and highly trained Everbridge personnel are able to act on the caller's behalf and launch notifications. Everbridge Support Services are available to clients as part of the Everbridge solution. Standard support includes support 24/7/365, live phone support, email support, an initial response time of 4 hours, and emergency live operator messaging (5 events per year). Everbridge technical support uses a follow-the-sun policy such that technical support is based in multiple time zones in the US and in the UK. A client's support case may be addressed by non-US Everbridge personnel if support is sought during non-business hours in the US. 4. Describe your client care locations across multiple time zones. Describe daytime and after hours support. Everbridge complies. Everbridge technical support uses a follow-the-sun policy such that technical support is based in multiple time zones in the US and in the UK. A client's support case may be addressed by non-US Everbridge personnel if support is sought during non-business hours in the US. Support is provided 24x7x365. 5. Describe crisis communications support to all levels of staffing. If necessary,clients can use Everbridge's 24x7x365 Live Operator Service whereby after calling our Live Operator Support toll-free number, a caller authenticates and highly trained Everbridge personnel are able to act on the caller's behalf and launch notifications. Everbridge Support Services are available to clients as part of the Everbridge solution. 6. Provide an online knowledge base and community with product information and FAQs. Everbridge complies. The online Customer Support portal offers an online knowledgebase with product information. In addition, our customers have access to our Everbridge University (EBU), which is available 24x7x365 at no additional charge. EBU is a full-fledged learning management system with training on all aspects of the Everbridge suite solutions. ©2021 Everbridge Lverbridge.col 45 Mass Notification System Aeverbridge City of Arcadia 7. Provide a dedicated client care representative. Everbridge complies. The City of Arcadia has a dedicated Account Manager, Joanna Burlison, who will continue to act as your primary point of contact and client care representative within the Everbridge community. 8. Include initial training for authorized users in stated cost. Initial training is provided during implementation of the mass notification solution. However, refresher training is available at any time by utilizing our Everbridge University learning management system or by arranging for additional training with our Professional Services Team (additional fees may apply). 9. Provide printed training manuals as well as suggestions for use and best practices as part of the training process. Everbridge provides our online system documentation, which covers all of the functionality available in the system, the use of the functionality, and includes many detailed screenshots. The help documentation is fully indexed enabling search capabilities and the ability for clients to quickly locate needed information, It is accessible within the User Interface. Online help documentation is updated continually as the products are updated so that it is always providing the latest and greatest in information. For that reason, we do not typically provide printed training manuals, which can quickly become outdated. However, printed manuals can be obtained for additional fees if desired. Suggestions for use and best practices are provided at every point of the training process whether it is online customer support, online help, Everbridge University, or training via the Professional Services team. 10. Provide full-time, company-employed customer service professionals who are trained specifically to support the needs of local government. Everbridge complies. Our Customer Support personnel are 100% Everbridge personnel and are trained specifically to support the needs of the verticals we support, including local government. 11. Require background checks for all support personnel before hiring. Everbridge complies. As per our security framework (which is governed by NIST 800-53 controls and FedRAMP compliance), Everbridge performs or has previously performed a rigorous background check on all Everbridge employees who have access to technology infrastructure or client data. We use an industry-leading third-party for these checks, which include: • Social Security Number Trace/Address Verification • Consumer Credit Report* • County Criminal • Federal District Criminal • Driving Record • Education Verification * • Employment Verification • Nationwide Criminal Search with Alias • Nationwide Registered Sex Offender Search • Office of Foreign Assets Control (OFAC) Check ©2021 Everbridge crk :,c11 46 Mass Notification System Aeverbridge City of Arcadia *Specific background element conducted based on position and position requirements. 12. Provide assurance that your company does not outsource customer support. Everbridge complies. We do not outsource our customer support to any third parties. When you contact Everbridge Customer Support, you are reaching an Everbridge staff member who is well versed in the Everbridge products and can assist you no matter what your needs may be. 13. Articulate specific examples of assistance provided throughout the year to meet the needs of clients. A dedicated Account Manager is available for regular account reviews for additional admin training and to share best practices for your region based on successful strategies from Everbridge's large client base in State and Local Government, Corporate, Higher Ed, Transportation, and many other industries. A dedicated Renewal Specialist will work with your procurement department for contract renewal process.All account users will have access to 24/7365 Technical Support. Additionally, our Customer Success Team regularly provides best practice webinars on relevant topics and hosts a User Group for State and Local Government clients to network, discuss strategies for common use cases, as well as to learn and provide feedback on Everbridge product enhancements. 14. Provide redundant client care personnel available across multiple time zones and locations. Everbridge complies. Client care personnel are available across multiple time zones and locations so that support is available 24x7x365. When you need us, we'll be there! 15. List the number of clients you serve and the average size of the clients. Everbridge currently has more than 5,700 clients. We work with clients ranging in size from the level of town, city, county, Council of Governments, and state to entire country-wide populations. We also work with a variety of organizations from businesses with just a few employees in a department all the way up to companies with more than 50,000 employees in total. 16. Describe the geographic reach of the clients you serve (e.g.,what states or countries do you have clients in). Everbridge has clients in all 50 states and offers the ability to reach over 800 million people in more than 200 countries and territories, including the entire mobile populations on a country-wide scale in Australia, Sweden, the Netherlands, the Bahamas, Singapore, Greece, and a number of the largest states in India. ©2021 Everbridge Everbridge.com 47 Mass Notification System Aeverbridge City of Arcadia E. Project Timeline A project timeline or schedule of completion per task. Since the City of Arcadia is fully implemented and simply renewing an existing contract, there is no need for a project implementation timeline or schedule of completion per task. One of the benefits of staying with an incumbent provider of services is that the City does not have to go through the time-consuming process of re- implementing a system, getting used to the new system, and re-training your users on the use of the new system. Plus, your message recipients are already used to your current mass notification system, and they know how to use it. No one likes change! ©2021 Everbridge Everbridge.com 48 Mass Notification System Aeverbridge City of Arcadia F. Project Staffing Project staffing: identify all members of the proposed project team to be furnished by the company during the course of the implementation, or duration of service performance. Briefly describe the role, background and the responsibilities of each individual. Discuss any off-site assistance being provided. PROPOSED PROJECT TEAM Sr. Director of Account Management—Your Account Manager, Joanna Burlison, reports to Jenee Guadalupe, Sr. Director of Account Management, State and Local Government. Jenee is responsible for retention, growth, and customer success for all public sector clients at Everbridge. In this capacity, she works closely with the Everbridge senior leadership team to strategize and execute on the corporate mission while designing solutions to meet the needs of the public sector market. She is also responsible for ensuring that the account management team has a keen understanding of the State and Local Government Industry and all Everbridge solutions. Lastly, she holds the account management team accountable for best-in-class service and ensuring long term success for both Everbridge and our clients. Sr. Account Manager—With 7+years of customer-focused experience, Arcadia's dedicated Sr. Account Manager, Joanna Burlison, is your main point of contact for your Everbridge account. Joanna works with a multitude of other State and Local Government users in California and the southwest US so she can provide best practices for your region and industry. Joanna will work closely with your team to understand your critical communications SOPs, help establish and track your alert and warning objectives by providing in-depth account reviews, and highlight relevant product updates and resources for your specific use cases and workflows. Joanna has been supporting the largest city in California as well a large regional account in LA County for the last 2 years, she moderated the recent customer panel at Everbridge's first Virtual User Group for Government users in 2020, and she collaborates with a team of 22 Account Managers devoted to developing expertise in Everbridge for public safety. Territory Manager—Lauren Hoover is Arcadia's dedicated Sales Representative. She has been a member of the Everbridge family for five years and her primary responsibility is to advise new and existing customers on the Everbridge solutions that best meet their needs in order to inform and expand their critical communications plans. She has worked predominantly with local government agencies across the U.S. and has specialized in servicing law enforcement and emergency management agencies, including some of our largest Nixie accounts in CA. Lauren is an expert on the full Everbridge Suite of products and can help identify solutions beyond Arcadia's current subscription to help bridge gaps and address communications challenges in a wholistic manner for the City. Customer Success Enablement Manager(CSEM)—The Customer Success Enablement Manager(CSEM), Brandy Montalvo, is a key role within the Global Account Management and Customer Success Organization, focused on driving adoption, advocacy, and success for Everbridge customers. Brandy provides product expertise and specialized relationship support to ensure adoption and continued value realization of Everbridge products. Brandy is an additional resource to review challenges, identify gaps, and provide guidance and recommended action plans around system usage. Brandy acts as the voice of the customer providing feedback to Product and Account Management leadership and provides a more proactive and personalized approach to ensure ongoing satisfaction and ROI for all customers. ©2021 Everbridge Everbridge.com 49 Mass Notification System Aeverbridge® City of Arcadia In addition to Customer Success Engagements with Account Managers and customers, Brandy also does customer outreaches, creates customer facing RLOs, and hosts our Customer Success Excellence Series Webinars. She has 20 years of customer-focused experience(both Implementations and Customer Success Enablement)with Everbridge and has been with the company since its inception. 24X7X365 CUSTOMER SUPPORT COVERAGE Emergencies and critical communications don't work 9 to 5 and neither do we. Everbridge provides customer support and live operator service 24 hours a day, seven days a week, every single day of the year. We provide support via the Internet, email, and telephone at any time of the day or night. Whenever you need us, we're available. Our support staff is comprised of Everbridge employees who are located on-site in Everbridge facilities. We do not outsource our client care to third parties. By keeping our support services in-house, we know our clients are receiving the latest and greatest in Everbridge's Critical Event Management Suite expertise that can only be acquired through employment by Everbridge. In addition, we have support personnel deployed at all of our offices around the world to ensure that in large- scale disaster scenarios,ALL of our clients will be guaranteed the highest level of support possible. OFF-SITE ASSISTANCE Since Everbridge provides a Software as a Service solution, all assistance would be considered off-site assistance. ©2021 Everbridge Fverbridge corn 50 Mass Notification System Aeverbridge City of Arcadia G. City Staff City staff: describe the firm's philosophy in dealing with staff requests for service and its ability to work with a variety of staff levels throughout an organization. We provide numerous forms of self service and specialized support. We will validate a user's credentials and specific permissions if making changes to the account. All users will have access to Everbridge University (a database of interactive training courses), Everbridge Support Center(Technical Documentation), Everbridge Community (to connect with other users and submit feature enhancement requests directly to our product team), as well as having a dedicated Account Manager and 24/7 Technical Support. We provide training courses for different roles, from admins to message senders to group managers. We also have extensive experience working with different departments in city government, from IT to the Mayor's Office to Emergency Services. ©2021 Everbridge Everbridge corn 51 Mass Notification System Aeverbridge City of Arcadia H. Accountability and Warranties Accountability and warranties: describe how the firm will provide accountability for quantifiable deliverables and qualitative services, how measurements are made, and what warranties are available for products and services. Describe any options for termination of other services, should the need arise,and what penalties or provisions for the City would be involved. Everbridge's services are commercially ready, out of the box software-as-a-service products. All products and quantities are described on quote or order signed by both parties, as per Section 1 of the Everbridge Master Service Agreement("EMSA"). Everbridge shall use commercially reasonable efforts to provide the Services according to the Documentation (as defined in the EMSA). Everbridge is providing a tool through which critical communications can be reliably sent, but Everbridge cannot guarantee that the various carriers (phone, email, SMS, etc.)will deliver those communications. No technology provider can guarantee 100% error free performance, particularly when the solution requires the end user to use their own device and carrier. Everbridge respectfully directs Arcadia to Section 8 of the Everbridge Master Service Agreement regarding warranties for the full text of the Everbridge warranties and disclaimers. Either party may terminate for material breach, including failure by Everbridge to provide the products according to the Documentation, provided that the non-breaching Party sends written notice to the breaching Party describing the breach in reasonable detail the breaching Party. If the party in breach does not cure the breach within thirty(30) days following its receipt of such notice, the non-breaching party may terminate. Everbridge respectfully directs Arcadia to Section 5 of the Everbridge Master Service Agreement for the full legal terms regarding termination rights. ©2021 Everbridge Fverbridge.com 52 Mass Notification System Aeverbridge' City of Arcadia Everbridge Pricing Methodologies Exhibit "B" Presented to: City of Arcadia 8/25/2021 Prepared by: Joanna Burlison Everbridge, Inc, 25 Corporate Drive, Floor 4 Burlington, MA 01803 781-859-4197 Non-Disclosure This proposal contains business,technical, and financial information that if disclosed would result in substantial injury to Everbridge's competitive position. Everbridge requests that such data be used only for the evaluation of this response and not be shared with outside parties. ©2021 Everbridge Everbridge.com 2 Mass Notification System Aeverbridge City of Arcadia Pricing Methodologies a. Describe the firm's customary pricing practices,what services would be covered in the base contract, and what services would result in extra charges. If applicable, describe how maintenance and enhancement programming is charged, how new development is charged, one-time report requests, etc. See separate inclusion sheet attached to renewal quote for all features included in the Mass Notification Pro bundle for State and Local Government. Please note, new features have been added since Arcadia's initial implementation and are included at no charge;just contact your Account Manager to enable. Features and services beyond this scope will impact your annual subscription price. Professional Services for custom training and set-up are also additional charges. Please see Message Credit terms (inclusion sheet attached to quote) for pricing details on message credits. b. If the approach includes more than one service or function, costs for each should be itemized separately if there are different rates for such (i.e. Network Management Services, Network Security Services, Desktop Support Services, Training, etc.). The City is subject to California sales tax at the Los Angeles County rate when applicable. N/A; see renewal quote. c. All proposers must indicate in their proposal, the annual fee for service for the initial contract term and include a separate line item for any potential percentage increases/decreases you anticipate for the three (3)one-year renewals. If no percentage increase is indicated on the Cost Proposal page, it shall be assumed that no increases will be allowed throughout the renewal terms, if any are granted. N/A; see renewal quote. Please see the following Everbridge renewal price quote created specifically for the City of Arcadia. ©2021 Everbridge Everbridge.com 3 Aeverbridge 165 Nor9 ,Suite 900 tea:+1 818 230 9740 www.everbridge ro n RacaPra.a.CA C49i101 701USA taY -18!$2309:}D5 Prepared for: Quotation Barry Spriggs Quote#: Q-79608 City of Arcadia, CA Date: 8/18/2021 Expires On: 9/17/2021 250 W. Huntington Dr. Confidential Arcadia CA 91007 United States Salesperson: Joanna Burlison Ph: 6265745107 Phone: Fax: +1.626.445.4918 Email: joanna.burlison@everbridge.com Email: bspriggs@arcadiaca.gov Contract Summary Information: Contract Period: 36 Months Contract Start Date: 9/19/2021 Contract End Date: 9/18/2024 Contact Summary: Household Count: 22,453 Employee Count: Year 1 QTY DESCRIPTION PRICE 1 Mass Notification Pro USD 20,275.20 Year 1 TOTAL: USD 20,275.20 Year 2 QTY DESCRIPTION PRICE 1 Mass Notification Pro USD 20,275.20 Year 2 TOTAL: USD 20,275.20 Year 3 QTY DESCRIPTION PRICE 1 Mass Notification Pro USD 20,275.20 Year 3 TOTAL: USD 20,275.20 Page 1 of 3 Setup QTY DESCRIPTION PRICE 1 Calculated Set Up Fee USD 0.00 Setup TOTAL: USD 0.00 Pricing Summary: Year One Fees: USD 20,275.20 One-time Implementation and Setup Fees: USD 0.00 Professional Services: USD 0.00 Total Year One Fees Due: USD 20,275.20 Ongoing Fees: Year Two Fees: USD 20,275.20 Year Three Fees: USD 20,275.20 Messaging Credit Allowance: Year One: 3,000,000 Year Two: 3,000,000 Year Three: 3,000,000 1. Quote subject to the terms and conditions of the Master Services Agreement, including any amendments,executed between Everbridge, Inc. and the customer listed above. 2. Messaging Credits listed above can be used for Notifications and expire at the end of each year. Consumption of Messaging Credits in excess of these amounts in any year will incur additional charges 3. Subject to sales taxes where applicable. 4. Except for currency designation,the supplemental notes below, if any,supplied in this Quote are for informational purposes and not intended to be legally binding or override negotiated language of the Everbridge Inc. Master Service Agreement. Page 2 of 3 Authorized by Everbridge: Signature: Date: Name(Print): Title: To accept this quote,sign,date and return: Signature: Date: Name(Print): Title: 155 North Lake Avenue, Suite 900 Pasadena, CA 91101 USA Tel: +1-818-230-9700 Fax: +1-818-230-9505 THANK YOU FOR YOUR BUSINESS! Page 3 of 3 SYSTEM INCLUSION -Confidential Aeverbridge' Everbridge Mass Notification - Pro Everbridge Mass Notification Pro for SLG allows users to send notifications to individuals or groups using lists, locations, and visual intelligence. Everbridge Mass Notification is supported by state-of-the-art security protocols, elastic infrastructure, advanced mobility, interactive reporting, adaptive people, and resource mapping to mirror your organization, and true enterprise class data management capabilities to provide a wide array of data management options. Below is a list of key system inclusions with your new Everbridge Mass Notification system. Usage + Unlimited email notifications + Unlimited Everbridge mobile app push notifications + SMS, Voice, Fax, conference calls, TTY communications and notifications are subject to the Everbridge Credit Based Usage Policy. For details, please refer to the Messaging Credits System Inclusion. Core Platform Access + Unlimited Users for web-based portal to initiate messages, reporting, and administration + Unlimited Users for ManageBridge Application(iOS, Android)and Mobile Optimized Notification Site + Three(3)Organization with unlimited nested static and dynamic groups + One(1) Contact Data Location per organization in the United States, Germany, Canada, or the United Kingdom + Access to Desktop Alerts—Urgent Full-Screen Takeover Alerts + Access to Incident Management + Access to Incident Chat for responders to coordinate and collaborate + Access to Secure Collaboration mobile app encrypted communication + Contacts Management and Notifications APIs + Email Ingestion—launch notification through email Key Features + SMPP based True SMS text messaging + Multi-language Text to Speech Engine and Custom Voice Recording System Inclusion Sheet maybe updated by Everbridge with at least thirty(30)days'prior written notice to Client via the Everbridge Client Portal. For a full product description, along with best practices and product details please see the Everbridge User Guide and Everbridge University. www.everbridge.com ©2021 Everbridge,Inc.Confidential&Proprietary 1 SYSTEM INCLUSION - Confidential Aeverbridge + 4 Everbridge basic conference bridge codes + 4 Smart Conference bridge lines + Public Incident Zone—Alert residents through Everbridge Mobile App on their entry into the impacted area + Access to Community Engagement to communicate via Text, Email, and/or Voice Messages and provide an easy way for residents to Text Opt-In (text zip-code or a keyword to 888-777)—Only available to US contacts + Access to automated severe weather alerting from the National Weather Service via SMARTWeather for 1 (ONE) area no greater than a single County—Only available to US contacts + Custom branded community opt-in portal with custom fields and opt-in subscriptions + Flexible role-based access controls to manage user permissions + Access to Real-Time Dashboard, Notifications History, Everbridge Universe, and Custom Reporting + Notification escalation to automatically send a notification to the next person or group if there is no confirmation + Integrated GIS/Map-based, rule-based, group-based, or individual contact selection + Ability to send standard, polling, or on-the-fly'One-Touch' Conference Call messages + One-screen broadcast creation workflow to speed message creation and reduce human error + Everbridge Network to access situational intelligence& notifications shared by other public and private groups + Publish notifications directly to Websites and services that support API access via HTTPS using 'Web Posting' + Publish notification to Social Media + Publish notifications to Audio Bulletin Board for contacts to retrieve the audio message at their convenience + Access to 1 (ONE) dedicated toll free number via Premium Audio Bulletin Board + Access to (PAWS for authorized agencies—Only available in US region. + Contact filtering based on custom criteria + Map-based drawing and selection tools and imported shape files (e.g. Google Maps, Bing Maps, ESRI) + Automatic address geo-coding for contacts + Custom point address geo-coding + Organization specific customizable caller ID, greetings, and broadcast settings + Real-time reporting for improved situational awareness and easier after-action analysis + Unlimited Mass Notification and Incident Templates + Self-Service Contact Record Management, Contact Import via CSV Upload and via Contact API Basic + International Support Globally Local Calling for faster communications using local/regional message initiation Dynamic Caller ID to customize caller IDs with local number per country or broadcast International Long and Short Codes for SMS delivery System Inclusion Sheet may be updated by Everbridge with at least thirty(30)days'prior written notice to Client via the Everbridge Client Portal. For a full product description. along with best practices and product details please see the Everbridge User Guide and Everbridge University. www.everbridge.com ©2021 Everbridge,Inc.Confidential&Proprietary 2 SYSTEM INCLUSION - Confidential *everbridge' Set-up, Implementation, and Support + Up to 10 remote hours of support via a dedicated Implementation Specialist to be used within 60 days of contract signing. These 10 hours are inclusive of web-based training, system testing, and administrative set- up. Your Implementation Specialist will also deliver your EB Suite system with best-practice recommended settings configured. + Initial Contact Data Upload and Test Broadcast Support + 5 Live Operator Message Initiations per year + Unlimited Access to Everbridge University classes + 24x7 Customer Support(phone,web, email) + Global Support/Operations Centers for Redundant Live Support For a full product description,along with best practices and prod�adetails2021 please see the Everbridge User Guide and Everbridge University. rch System Inclusion Sheet may be updated by Everbridge with at least thirty(30)days.prior written notice to Client via the Everbridge Client Portal. For a full product description,along with best practices and product details please see the Everbridge User Guide and Everbridge University. www.everbridge.com ©2021 Everbridge,Inc.Confidential&Proprietary 3 ^everbridge SYSTEM INCLUSION EVERBRIDGE MESSAGING CREDITS For the Critical Event Management, Mass Notification, Safety Connection, IT Alerting, Crisis Management and Community Engagement Solutions, Clients will have access to an annual allowance of Messaging Credits that can be used for Notifications. The specific number of Messaging Credits are included on the product Quote and are applied per Notification according to the table below. Unused Messaging Credits (including any additional purchased credits)expire at the end of the annual contract period under the applicable Quote and are not refundable. If Client exceeds the annual allowance of Messaging Credits allocated to the account or previously purchased, then Client shall pay for such overages and charges back to the date they were incurred. Messaging Credits shall be calculated and consumed as follows: Message Email push Pager Voice SMS Text Conference TTY FAX Modali Notification Voice per mobile app per pager message per minute of per minute of the Unit of Measure per email sent notification sent the voice all ger SMS message vola all per TTY massage per page sent REGION R free free free 10 5 10 100 100 AMERICA AMERICA REGION 2: free free free 40 30 40 100 100 EUROPE REGION 3: free free free 190 40 190 100 100 SOUTH AMERICA REGION RICA free free free 400 50 400 100 100 AFRICA RE s: free free free 70 30 70 100 100 AS ASIAA REGION 6' free free free 100 40 100 100 100 OCEANIA REGION A free free free 170 30 170 100 100 MIDDLE EAST A single Notification consists of: • SMS Text: • For messages that contain only GSM characters,each 153 characters or portion thereof. • For messages that contain any non-GSM characters,each 67 characters or portion thereof. • GSM characters include only characters in the GSM 7-bit default alphabet. • Voice or Conference Voice: One minute or portion of a minute of the voice message, calculated on a cumulative basis per month, per destination country. • TTY: Per TTY call. • Fax: Per page transmitted. For example: • SMS Notification(containing 100 GSM characters)sent to 100 contacts in the United States would consume 500 Messaging Credits(100 contacts*1 Notification/contact*5 Messaging Credits per US SMS message). • Voice Notification(Each message=30 seconds)sent to 500 contacts in France would consume 10,000 Messaging Credits (500 contacts*30 seconds=250 minutes of calls*40 Messaging Credits per European Voice Call). • SMS Notification(containing 200 GSM characters)sent to 250 contacts in India and 2000 contacts in the United States would consume 35,000 Messaging Credits(250 contacts*2 Notifications/contact*30 Messaging Credits per Asian SMS message= 15,000 Messaging Credits)+(2000 contacts*2 Notifications/contact*5 Messaging Credits per US SMS message=20,000 Messaging Credits) System Inclusion Sheet may be updated by Everbridge with at least thirty(30)days'prior written notice to Client via the Everbridge Client Portal. For a full product description,along with best practices and product details please see the Everbridge User Guide and Everbridge University. ©Everbridge,Inc.Confidential FSI h'roprietary www.everbridae.com EXHIBIT C CONSULTANT END USER LICENSE AGREEMENT This End User License Agreement ("Agreement") is for sending communications through the Solutions to Contacts entered into by and between Everbridge, Inc. ("Consultant")and including, where applicable, obtaining the required consent of City of Arcadia, CA ("Client"), effective on the date of Client's Contacts. Client shall use the Service in accordance with signature below ("Effective Date"). Consultant and Client are Consultant's then applicable Acceptable Use Policy posted on each sometimes referred to as a "Party" and collectively, the www.everbridge.com. Client shall promptly notify Consultant of any "Parties." unauthorized use of any password or account of which Client becomes aware. Client acknowledges that the Solutions are a 1. SERVICES. passive conduit for the transmission of Client Data,and Consultant has no obligation to screen, preview or monitor content, and shall 1.1 Orders. Consultant shall provide Client access to its have no liability for any errors or omissions or for any defamatory, proprietary interactive communication solutions (the "Solutions") libelous, offensive or otherwise unlawful content in any Client subject to the terms and conditions set forth in this Agreement and Data, or for any losses, damages, claims, or other actions arising the description of services and pricing provided in the applicable out of or in connection with any data sent, accessed, posted or quote or other ordering document (e.g., statement of work) (the otherwise transmitted via the Solutions by Client, Users or "Quote") and the applicable Solution documentation (the Contacts, except to the extent such losses are caused directly by "Documentation"). If applicable, Consultant shall provide the the acts or omissions of Consultant personnel. training and professional services ("Professional Services") set forth in the Quote. Collectively, the Solutions and Professional 3.3 Data Privacy.Consultant shall abide by all applicable Services are referred to as the "Services". Consultant shall Privacy Laws in connection with the operation of the Solutions. provide Client with login and password information for each User "Privacy Laws" means all U.S. federal and state laws and (as defined below) and will configure the Solutions based on the regulations regarding consumer and data protection and privacy. maximum number of Contacts (as defined below) or Users, as applicable depending on the Solutions ordered. Client shall 3.4 Data Security. Consultant's IT security and undergo the initial setup and training as set forth in the onboarding compliance program includes the following standards generally Documentation within sixty(60)days of the Effective Date. Unless adopted by industry leading SaaS providers: (i) reasonable and otherwise provided in the applicable Quote or Documentation, appropriate technical, organizational, and security measures Services are purchased as annual subscriptions. against the destruction, loss, unavailability, unauthorized access or alteration of Client Data in the possession or under the control 1.2 Users; Contacts. "Users" are individuals who are of Consultant, including measures to ensure the availability of authorized by Client from time to time to use the Solutions for the information following interruption to, or failure of, critical business purposes of sending notifications,configuring templates, reporting processes; and (ii) an annual assessment of its security controls or managing data,serving as system administrators,or performing performed by an accredited third party audit firm in accordance similar functions, and who have been supplied user identifications with the Statement on Standards for Attestation Engagements No. and passwords by Client. Users may include employees and 18 (SSAE 18). Upon request, Consultant shall provide Client with contractors of Client or an Included Department. "Included a copy of its current SSAE 18 SOC 2 report. Consultant's security Department"means any enterprise department,office,agency,or framework is based on the security requirements and controls other entity that receives a majority of its funding from the same within US National Institute of Standards and Technology (NIST) general or enterprise fund,as applicable,as the Client."Contacts" Special Publication 800-53 — Security and Privacy Controls for are individuals who Client contacts through the Solutions and/or Information Systems and Organizations.The NIST 800-53 security who provides their personal contact information to Consultant, requirement standard has direct mapping to other security and including through an opt-in portal. If applicable to the particular data privacy frameworks, including global information security Solution, the number of Users and/or Contacts that may be standard ISO 27001, HIPAA-HITECH, and HITRUST. The data authorized by Client is set forth on the Quote. security procedures that Consultant follows when providing the Solutions are included at the following URL. 2. PAYMENT TERMS.Client shall pay the fees set forth in the https://docs.everbridge.com/cdn/legal/Data-Security-Exhibit.pdf. Quote("Pricing").All pricing must be consistent with the Schedule 4. TERM. The of this shall begin on the Price List. If Client exceeds the usage levels specified in the ffective Date and termshall expire when Agreement nderaing Quotes withh Quote, then Consultanttwithmay invoice Client for list. any overages at EClient or its Affiliates have expired in accordance with the terms of rates consistent with the Schedule Price list. Professional such Quotes, unless terminated earlier as provided herein. Services must be used within 12 months from date of purchase. 3. RESPONSIBILITIES. 5. TERMINATION;SUSPENSION. 3.1 Client Data. Client shall retain all ownership rights 5.1 Termination by Either Party.[Intentionally deleted.] in all Contact data and all electronic data Client transmits to 5.2 Termination or Suspension for Non-Payment. Consultant to or through the Solutions ("Client Data"). Client [Intentionally deleted.] represents that it has the right to authorize and hereby does authorize Consultant to collect, store and process Client Data 5.3 Suspension. Consultant may temporarily suspend subject to the terms of this Agreement.Client shall maintain a copy Client's access to the Solutions or any portion thereof for (i) of all Contact data it provides to Consultant. emergency network repairs,threats to,or actual breach of network security; or (ii) any legal, regulatory, or governmental prohibition 3.2 Use of Solutions.Client is responsible for all activity affecting the Solution.Consultant shall use its best efforts to notify occurring under Client's account(s) and shall comply with all Client through its Client Portal and/or via email prior to such applicable Privacy Laws (as defined below) and all other suspension and shall reactivate any affected portion of the applicable laws and regulations in connection with Client's use of Solution as soon as possible. the Services, including its provision of Client Data to Consultant. Client shall be responsible for ensuring that there is a lawful basis 6. PROPRIETARY RIGHTS. 1 6.1 Grant of License. Subject to the terms and obligation owed to Disclosing Party; (ii) was known to Receiving conditions of this Agreement, Consultant hereby grants to Client, Party prior to its disclosure by Disclosing Party without breach of during the term of this Agreement, a limited, non-exclusive, non- any obligation owed to Disclosing Party; (iii) was independently transferable, non-sublicensable right to use the Solutions. developed by Receiving Party without breach of any obligation owed to Disclosing Party; or (iv) is received from a third party 6.2 Restrictions. Client shall use the Solution solely for without breach of any obligation owed to Disclosing Party. its internal business purposes. In particular, Client's use of the Solutions shall not include service bureau use, outsourcing, 7.2 Protection. Receiving Party shall not disclose or use renting, reselling, sublicensing, or time-sharing. Client shall not(i) any Confidential Information of Disclosing Party for any purpose sell, transfer, assign, distribute or otherwise commercially exploit other than performance or enforcement of this Agreement without or make the Solution available to any third party except as Disclosing Party's prior written consent. If Receiving Party is expressly set forth herein; (ii) modify or make derivative works compelled by law to disclose Confidential Information of Disclosing based upon the Solution; (iii) reverse engineer the Solution; (iv) Party, including under the Freedom of Information Act or other remove, obscure or alter any proprietary notices or labels on the public information request (i.e., "state sunshine" laws) it shall Solution or any materials made available by Consultant; (v) use, provide Disclosing Party with prior notice of such compelled post, transmit or introduce any device, software or routine disclosure (to the extent legally permitted) at Disclosing Party's (including viruses, worms or other harmful code)which interferes cost, if Disclosing Party wishes to contest the disclosure. or attempts to interfere with the operation of the Solution; or (vi) Receiving Party shall protect the confidentiality of Disclosing defeat or attempt to defeat any security mechanism of any Party's Confidential Information in the same manner that it protects Solution. the confidentiality of its own confidential information of like kind (but in no event using less than reasonable care). Receiving Party 6.3 Reservation of Rights. The Solutions (including all shall promptly notify Disclosing Party if it becomes aware of any associated computer software (whether in source code, object breach of confidentiality of Disclosing Party's Confidential code, or other form), databases, indexing, search, and retrieval Information. methods and routines, HTML,active server pages,intranet pages, and similar materials)and all intellectual property and other rights, 7.3 Upon Termination. Upon any termination of this title, and interest therein (collectively, "IP Rights"), whether Agreement, the Receiving Party shall continue to maintain the conceived by Consultant alone or in conjunction with others, confidentiality of the Disclosing Party's Confidential Information constitute Confidential Information and the valuable intellectual and, upon request and to the extent practicable, destroy all property, proprietary material, and trade secrets of Consultant and materials containing such Confidential Information. its licensors and are protected by applicable intellectual property Notwithstanding the foregoing, either Party may retain a copy of laws of the United States and other countries. Consultant owns(i) any Confidential Information if required by applicable law or all voluntary feedback regarding the design or operation of the regulation, in accordance with internal compliance policy, or Services (except for the Client Data) provided to Consultant by pursuant to automatic computer archiving and back-up Users, Client and Contacts in conjunction with the Services, and procedures, subject at all times to the continuing applicability of (ii) all aggregated and anonymized transactional, performance, the provisions of this Agreement. derivative data and metadata generated in connection with the Solutions, which are generally used to improve the functionality 8. WARRANTIES; DISCLAIMER. and performance of the Services. Except for the rights expressly 8.1 Consultant Warranty. Consultant shall provide the granted to Client in this Agreement, all rights in and to the Solutions in material compliance with the functionality and Solutions and all of the foregoing elements thereof(including the specifications set forth on the applicable Solution Documentation. rights to any work product resulting from Professional Services and Consultant shall provide 24X7X365 customer support in to any modification,enhancement,configuration or derivative work accordance with its most recently published Support Services of the Solutions)are and shall remain solely owned by Consultant Guide. Professional Services shall be performed in a professional and its respective licensors. Consultant may use and provide manner consistent with industry standards. Solutions and Professional Services to others that are similar to those provided to Client hereunder, and Consultant may use in 8.2 Disclaimer. THE FOREGOING REPRESENT THE engagements with others any knowledge, skills, experience, ONLY WARRANTIES MADE BY CONTRACTOR HEREUNDER, ideas, concepts, know-how and techniques used or gained in the AND CONTRACTOR EXPRESSLY DISCLAIMS ALL OTHER provision of the Solutions or Professional Services to Client, WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, provided that, in each case, no Client Data or Client Confidential STATUTORY, OR OTHERWISE, WARRANTIES OF Information is disclosed thereby. MERCHANTABILITY OR FITNESS FOR A PARTICULAR 7. CONFIDENTIAL INFORMATION. PURPOSE, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW. CONTRACTOR DOES NOT WARRANT 7.1 Definition. "Confidential Information" means all THAT THE SOLUTION WILL OPERATE ERROR FREE OR information of a Party("Disclosing Party")disclosed to the other WITHOUT INTERRUPTION. WITHOUT LIMITING THE Party ("Receiving Party"), whether orally, electronically, in FOREGOING, IN NO EVENT SHALL CONTRACTOR HAVE ANY writing, or by inspection of tangible objects (including, without LIABILITY FOR PERSONAL INJURY (INCLUDING DEATH) OR limitation, documents or prototypes), that is designated as PROPERTY DAMAGE ARISING FROM FAILURE OF THE confidential or that reasonably should be understood to be SOLUTION TO DELIVER AN ELECTRONIC COMMUNICATION, confidential given the nature of the information and the HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY, circumstances of disclosure. Confidential Information includes EVEN IF CONTRACTOR HAS BEEN ADVISED OF THE without limitation, all Client Data,the Solutions, and either Party's POSSIBILITY OF SUCH DAMAGE. business and marketing plans, technology and technical 8.3 SMS Transmission. CLIENT ACKNOWLEDGES information, product designs, reports and business processes. THAT THE USE OF SHORT MESSAGING SERVICES ("SMS"), Confidential Information shall not include any information that: (i) ALSO KNOWN AS TEXT MESSAGING, AS A MEANS OF is or becomes generally known to the public without breach of any SENDING MESSAGES INVOLVES A REASONABLY LIKELY 2 POSSIBILITY FROM TIME TO TIME OF DELAYED, device, or software not supplied by Everbridge to the extent the UNDELIVERED,OR INCOMPLETE MESSAGES AND THAT THE combination creates the infringement; (ii) the unauthorized PROCESS OF TRANSMITTING SMS MESSAGES CAN BE alteration or modification by Client of the Solution; or (iii) UNRELIABLE AND INCLUDE MULTIPLE THIRD PARTIES THAT Everbridge's compliance with Clients designs, specifications, PARTICIPATE IN THE TRANSMISSION PROCESS, INCLUDING requests, or instructions pursuant to an engagement for MOBILE NETWORK OPERATORS AND INTERMEDIARY Everbridge Professional Services relating to the Solution to the TRANSMISSION COMPANIES. ACCORDINGLY, extent the claim of infringement is based on the foregoing. CONTRACTOR RECOMMENDS THAT SMS MESSAGING NOT BE USED AS THE SOLE MEANS OF COMMUNICATION IN AN 9.3 Indemnification Process. The indemnifying party's EMERGENCY SITUATION obligations under this Section 9 are contingent upon the indemnified party (a) promptly giving notice of the Claim to the 8.4 Client Representations and Warranties. Client indemnifying party once the Claim is known; (b) giving the represents and warrants that during use of the Solutions, Client indemnifying party sole control of the defense and settlement of shall (i) clearly and conspicuously notify Contacts of the way in the Claim(provided that the indemnifying party may not settle such which their personal information shall be used, and (ii) have Claim unless such settlement unconditionally releases the primary safety and emergency response procedures including, indemnified party of all liability and does not adversely affect the without limitation, notifying 911 or equivalent fire, police, indemnified party's business or service); and (c) providing the emergency medical and public health officials(collectively, "First indemnifying party all available information and reasonable Responders"). Client acknowledges and agrees that Consultant assistance. is not a First Responder,and that the Solutions does not serve as a substitute for Client's own emergency response plan,which in the 10. LIABILITY LIMITS. Except for breaches of Section 6,neither event of an actual or potential imminent threat to person or property, shall include contacting a First Responder prior to using Party shall have any liability to the other Party for any loss of use, the Solutions. Client represents and warrants that all notifications interruption of business,lost profits,costs of substitute services,or sent through the Solutions shall be sent by authorized Users, and for any other indirect,special, incidental,punitive,or consequential that the collection, storage and processing of Client Data, and the damages, however caused, under any theory of liability, and use of the Solutions,as provided in this Agreement,will at all times whether or not the Party has been advised of the possibility of such comply with (x) Client's own policies regarding privacy and damage. Notwithstanding anything in this Agreement to the protection of personal information; and(y)all applicable laws and contrary, in no event shall Everbridge's aggregate liability, regulations, including those related to processing, storage, use, regardless of whether any action or claim is based on warranty, disclosure,security, protection and handling of Client Data. contract, tort, indemnification or otherwise, exceed amounts actually paid by Customer to Everbridge hereunder during the 12- month period prior to the event giving rise to such liability. 9. INDEMNIFICATION. Customer understands and agrees that these liability limits reflect the allocation of risk between the Parties and are essential elements 9.1 By Client. Client shall defend, indemnify and hold of the basis of the bargain, the absence of which would require Everbridge harmless against any loss or damage (including substantially different economic terms. reasonable attorneys' fees) incurred in connection with any third party claim, suit or proceeding ("Claim") against Everbridge 11. MISCELLANEOUS. arising out of(i)any data sent,posted or otherwise transmitted via the Solution by Client or Contacts, or (ii) any breach by Client of 11.1 Non-Solicitation. As additional protection for Sections 3 or 6. Consultant's proprietary information,for so long as this Agreement remains in effect, and for one year thereafter, Client agrees that it 9.2 By Everbridge. Everbridge shall defend, indemnify shall not, directly or indirectly, solicit, hire or attempt to solicit any and hold Client harmless from and against any Claim against employees of Consultant; provided, that a general solicitation to Client arising out of (i) any breach by Everbridge of this the public for employment is not prohibited under this section. Agreement, except for any breach resulting from the sole negligence of Client; (ii) any breach by Everbridge of applicable 11.2 Waiver; Severability. [Intentionally Deleted] Privacy Laws; (iii) any breach by Everbridge of its data security 11.3 Equal Employment Opportunity. Consultant is a obligations under Section 3.4;or(iv)an allegation that the Solution government contractor and is subject to the requirements of as provided hereunder infringes an issued patent or other IP Right. Executive Order 11246, the Rehabilitation Assistance Act and If (x) any aspect of the Solution is found or, in Everbridge's VEVRAA. Pursuant to these requirements,the Equal Opportunity reasonable opinion is likely to be found, to infringe upon the IP Clauses found at 41 Code of Federal Regulations sections 60- Right of a third party or (y) the continued use of the Solution is 1.4(a)(1-7),sections 60-250.4(a-m),sections 60-300.5(1-11)and enjoined, then Everbridge will promptly and at its own cost and sections 60-741.5 (a) (1-6) are incorporated herein by reference expense at its option: (i)obtain for Client the right to continue using as though set forth at length, and made an express part of this the Solution;(ii)modify such aspect of the Solution so that it is non- Agreement. infringing; or(iii) replace such aspect of the Solution with a non- infringing functional equivalent. If, after all commercially 11.4 Export Compliant. Neither Party shall export, reasonable efforts, Everbridge determines in good faith that directly or indirectly, any technical data acquired from the other options (i) - (iii) are not feasible, Everbridge will remove the pursuant to this Agreement or any product utilizing any such data infringing items from the Solution and refund to Client on a pro-rata to any country for which the U.S. Government or any agency basis any prepaid unused fees paid for such infringing element. thereof at the time of export requires an export license or other The remedies set forth in this Section 9.2 are Client's exclusive governmental approval without first obtaining such license or remedy for Claims for infringement of an IP Right. Everbridge shall approval. Client shall not permit Users to send notifications to a have no obligation or liability for any claim pursuant to this Section Contact in a U.S. embargoed country or in violation of any U.S. to the extent arising from: (i)the combinations, operation, or use export law or regulation. of the Solution supplied under this Agreement with any product, 3 4 EXHIBIT A Additional Business Terms The following additional business terms are incorporated by reference into the Agreement as applicable based on the particular products and services described on the Quote. If Client Is Ordering(Product Names): 1. Client grantso Consultant Iworldwide and create perpetual right and (including t (a)use, py, dssemnate publish,translate,reformat and dervatia works from communications Client ic facing ebsites, sends through the Solutions for public facing communications to citizens, other public groups and usepubanddisplay Client's including social media(e.g., Google®, Facebook®)(collectively,"Public Communications"), (b) P Y CIlints trademarks, service marks and logos, solely as part of the Public Communications to Contacts who have opted in to receive those dnother websites in Consultant displays yourregistrations.ublic Communications, as applicable, and (c) pwid etonClient' website order to drive Contact opt-in CI ent further acknowledges and agrees that all personal information from individuals registering through such widget is owned expressly by Consultant and such information will be governed by the applicable Privacy Policy. If Client Is Ordering(Product Names): 1. Messaging Credits. The Solutions include units of usage ("Messaging Credits") for communications sent by Client through the Solutions to multiple Contacts via one or more communication paths("Notifications"). No Messaging Credits shall be required to send Notifications by push notification(Consultant mobile application),by email or by pager. If Client's use of the Solutions exceeds the amount of Messaging Credits allocated to the account or previously purchased, Client shall pay for such overages and charges back to the date they were incurred.Unused Messaging Credits expire at the end of the annual billing period under the applicable Quote and are not refundable. Additional Messaging Credits may be purchased separately. 2. Usage. Messaging Credits shall be applied per Notification sent by Client through the Solutions. A single Notification is defined as follows: • SMS Text messages: i. For messages that contain only GSM characters,each 153 characters or portion thereof. ii. For messages that contain any non-GSM characters, each 67 characters or portion thereof. iii. GSM characters include only characters in the GSM 7-bit default alphabet. iv. Character limits for SMS Text messages are determined by telecommunication providers. Consultant reserves the right to change the length of a single SMS Text message if telecommunication providers update these amounts. • Voice messages or Conference Voice: One minute or portion of a minute of the voice message, calculated on a cumulative basis per month, per destination country. • TTY: One minute per TTY message. • Fax: Per page transmitted. s (such as the of acts or 3. Role-based) ol tion)set sd forth on the applicable Quote, Client shall paytfor such add t onalnrole-based ntumbers asof horized users of a gaLimits. If Client of the date that the Solutionoverage ge began. Payment shall be at the role-based number rate in the Quote and shall be paid for the duration of the term of such Quote. ic, artmental, entity-based 4. Othere ofUsage Solutionsits.,then Client's f the ble Quote sets forth any us of the Solutions is expressly Pllimited to Contacts who are basedrino sucher limitation geog geographic usage of the in Quote. u, department or Contacts who aree notse meet included he within such criteria al dlient's use of the efault under this Solutions with y Agreement and shall subject such Client to additional charges for such unauthorized usage. uter program,software,tool,algorithm, t or lar process 5. Data Feeds.Client shall not use any automted device,systematically scrape or extract data from any of the products, except as authorized in writingsbylCo sultans to mine ory or accesses Data Feeds,then content t such feeds are provided solely ocontrary in this n ASt, to the extent that Client has IS"and"AS AVAILABLE"basis and Consultant disclaims any Feeds, inaccuracies or failures with respect to such Data Feeds or(b) and all liability of any kind or nature resulting from (a)an y any ienc taken by Client as a result of its use of the Solutions or its content. All Data Feeds are provided solely as a convenience and do not constitute anlendorsement by Consullttant.The sole and exclusive remedy for rany failure,defect, be to terminate the or inability Feed"smeans data content or websites licensedFeed horliprovided by third parties to Consultant and supplied to Client in "Data temmaps, and sisituational intelligence))oro pubn licly available informationme weather thatIClient accesses on the Internet whilthirdusing the Services. tuaUo 9 Clients purchasing(Product Names)products further agree that they will comply with the Data Feed Terms and Conditions found at(web address). 5 6. Secure Messaging. If a Client is purchasing peer to peer secure messaging solutions("Secure Messaging"), Consultant shall comply with all applicable privacy laws, including the Health Insurance Portability and Accountability Act of 1996 ("HIPAA"), the Health Information Technology for Economic and Clinical Health Act("HITECH Act"), the Gramm-Leach- Bliley Act,and the Fair Credit Reporting Act,as applicable based on solution purchased.Our Secured Messaging products for healthcare are subject to our Business Associate Agreement, available at (web address) which is incorporated and made a part of this Agreement. Client acknowledges and agrees that Secure Messaging solutions are intended to deliver non-critical,non-emergency messages between users as a convenience to facilitate communications and are not intended for or suitable for use in situations where a failure or time delay of, or errors or inaccuracies in, the content, data or information provided through the services could lead to death, personal injury or property damage. Non-Emergency Messaging 1. If Client is using the solution to send non-emergency calls,text messages or emails to consumers, Client expressly agrees to comply with the Telephone Consumer Protection Act of 1991, including its implementing regulations,the CAN-SPAM Act of 2003,and any other similar laws and regulation(collectively,"Consumer Protection Law").Client shall not violate these or others applicable laws and warrants that it shall receive express consent from Contacts if its messages fall within these Consumer Protection Laws. Client shall defend, indemnify and hold Consultant harmless from any violation by Client of Consumer Protection Law. Client further agrees that any marketing or sales related text messages will comply with the policies and guidelines of the Mobile Marketing Association found at http://mmallobal.com/policies/code-of-conduct. 6 EXHIBIT B IPAWS-CMAS/WEA Addendum This addendum is incorporated by reference into the Agreement as applicable based on the particular products and services described on the Quote. to 1 IPAWS Authorization. Client represents and warrants to Consultant that any employee, agents, or representatives of ed y FEMA AWS User"), are authorized by tMAo access IPAWS-OPEN using Client's all required training,entials band Clienteach, an has executed anIPAWSClient Memorandumor ano IPAWS FEMA to use IPAWS OPEN, have completed of Agreement("MOA")with FEMA.Client shall contact Consultant immediately upon any change " . Client acknowledges and agrees that Consultant shall not have access to User's right to access IPAWS-OPEN.Client shall only access IPAWS-OPEN using its designated FEMAiandedo issued cre digitalandt certificate Bent al Certificate"). mesicate) its credentials and that Client assumes full responsibility for maintaining the confidentiality of any credentials Client shall be solely responsible for any andIPAWS-OPEN.damages, expenses (including attorneys' fees and costs)that arise from any unauthorized use or access t 2. Credentials. Client shall load and maintain within its Consultant account Organization, its Digital Certificate, COG ID, requests Consultant to use the foregoing stored information to connect Client and Common Name. Client authorizes and to IPAWS-OPEN. Messaging.Client acknowledges and agrees that: (i) upon submission ind ssiohat the messadistribges to IPAWroughS-OPEN, Consultant incllhuding, 3. Mess no further uo iedabilili for the distributionthe of suchc Alert ge,Sy the Commercial Mobile Alert System, is in no way but not to, tr delivery through tantEmeConsultant shall notlberliable as a result of any failure re oreceive Consultant messages guaranteed or controlled by Consultant; (ii) such additional features to Client; and(iv)Client shall be solely distributed through IPAWS-OPEN; (iii) IPAWS may include additional features notsupported sand Consultantetheshall cot nte requiredf anyto provide responsible and liable for the content of any and all messages sent through IPAWS-OPEN utilizing its access codes. l be e once 4. Term. Client acknowledges and agreeshat access to IPAWS-OPEN other reasonably requested nformationl tolverify accessthas to the system. Consultant with tho DigitaleCerts Upone terminationtiof the Agreement accessaccess toAIPAWS-OPEN, f Client breachell immediately s this ate. In Addendum,the MOA,on, lount may r FEMA immediately terminate,withouty liability, changes the IPAWS-OPEN system so that it materially change the business terms and/or feasibility for Consultant to provide such access. 7 ___.__. ..,.mm....mm....1