CueHit Statement of Work

If Customer has purchased the CueHit Platform pursuant to a Service Order and the Agreement between Customer and PowerDMS, then this Statement of Work (“SOW”) shall be in effect. This SOW is subject to the terms and conditions contained in the Agreement between the parties and is made a part thereof.

CueHit Software
CueHit will be used to survey citizens that have interacted with Customer, send messages to citizens or other stakeholders and gather and report on data. Customer will be able to configure the surveys and rules based on data received from the Computer Aided Dispatch System. The results of the surveys will be stored within CueHit and available for display in a Feedback Board and within the analytics component called Measure. Other rules and messages can be built to triggered to send on certain events as driven by the rules engine.

PowerDMS and Customer Responsibilities
The bullet points below outline when PowerDMS, Customer, or both PowerDMS and Customer have responsibility with respect to a particular deliverable.

1. PowerDMS will configure a tenant and telephone number group for the Customer

2. PowerDMS will schedule a 90-minute kickoff call with the Customer to review the objectives, timeline and mutual deliverables

  • Configure Customer administrator account - PowerDMS

  • Walk Customer through the survey builder - PowerDMS

  • Walk Customer through the rules builder - PowerDMS

  • Walk Customer through the Feedback Board- PowerDMS

  • Walk Customer through Activity /Survey tools- PowerDMS

  • Walk Customer through the CueHit CAD Data Agent and what is needed for the connection to CAD - PowerDMS


3. Customer will gather information needed for Surveys, Rules, Tasks and CAD/RMS Data – Customer

4. PowerDMS will coordinate a CAD/RMS Connection Workshop with Customer

  • Configure CueHit CAD/RMS agent- PowerDMS and Customer

  • Connect to Customer CAD/RMS Data – Customer

  • Test data – PowerDMS and Customer

5. PowerDMS will coordinate a 2-hour Survey Workshop with Customer

  • Consult on the questions to ask in a satisfaction survey (maximum of 3 to 5 questions) = PowerDMS and Customer

  • Configure the questions in the survey tool = PowerDMS and Customer

  • Configure the acceptable responses in the survey tool = PowerDMS and Customer

  • Configure additional criteria (Follow Up question only) = PowerDMS and Customer

  • Send sample survey to Customer on text message = PowerDMS and Customer

  • Review in Feedback Board and Activity Screens= PowerDMS and Customer

6. PowerDMS will coordinate a 2- 4 hour Rules Workshop with Customer to jointly

  • Consult on the rules for surveys and automatic text notifications = PowerDMS and Customer 

  • Configure the rules and texts = PowerDMS and Customer

  • Send example encounters to test rules = PowerDMS and Customer

  • Review in Activity= PowerDMS and Customer

7. PowerDMS will coordinate a 2 Hour Task Creation and Notification Workshop with Customer to jointly:

  • Configure Tasks and Task Assignments

  • Identify Personnel information needed for notifications and digest emails

  • Import Personnel information for receiving messages and emails from Customer provided .xls or .csv

8. PowerDMS will schedule a 2-hour Analytics Workshop with the Customer to review the ideas for the Dashboards to reflect the results of the surveys.

  • PowerDMS will review standard visualizations and data in the dashboard

  • PowerDMS will request from the Customer, input on the data and visualization to be presented in the Measure Tool

  • Once agreed, a maximum of 1 custom visualizations will be created by PowerDMS and deployed to the Customer’s environment

9. PowerDMS will train the Customer Administrators on the use of the CueHit configuration tools, Measure tools and Activity logs.

SUPPORT SERVICES
This Schedule describes the terms and conditions relating to the Support Services that PowerDMS will be providing to Customer during the term of the Agreement.

Technical Support Services:
Telephone Assistance. Customer will be given the telephone number for a support line and will be entitled to contact the support line during normal operating hours, (between 7:30am and 5:30pm Central Time) on regular business days, excluding PowerDMS holidays, to consult with PowerDMS technical support staff concerning problem resolution, bug reporting, documentation clarification, and general technical guidance. Assistance may include remote connectivity, modem, or electronic bulletin board.

Software Problem Reporting. Customer may submit requests to PowerDMS identifying potential problems in the CueHit software. Requests should be in writing and directed to PowerDMS by e-mail, or through the PowerDMS support website. PowerDMS retains the right to determine in the final disposition of all requests and will inform Customer of the disposition of each request. If PowerDMS acts upon a request, it will do so by providing a bug fix.

Scheduled Maintenance. Software may be unavailable periodically for system maintenance. Regular system maintenance includes installation of the software updates, operating system updates/patches and updates to other third-party applications as needed. Customers are notified of maintenance periods via an email message or via a banner on the main page of the CueHit application.

Exclusions from Technical Support Services:
PowerDMS shall have no support obligations with respect to any third-party hardware or software product.