The deadline for proposals is 4:00 p.m., Friday, May 18, 2018, in the main administrative office, 2 nd Floor Firehall.

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1 March 13, 2018 Ladies and Gentlemen: You are invited to submit a proposal to provide Ticketing & Patron Management software solution for The Classic Center in accordance with the requirements of the attached specifications. Please send your proposal to The Classic Center, Purchasing Division, 300 North Thomas Street, Athens, GA On the envelope please write "RFP # 32018, Ticketing & Patron Management Software". Late responses will not be accepted and will be returned unopened. The deadline for proposals is 4:00 p.m., Friday, May 18, 2018, in the main administrative office, 2 nd Floor Firehall. This solicitation does not commit The Classic Center Authority (also referred to as the CCA) to award a contract, pay any costs incurred in the preparation of the response, or to procure or contract for the articles of goods or services. The Classic Center reserves the right to accept or reject any or all proposals or portions thereof and to cancel in part or in its entirety this response if it is in the best interest of The Classic Center Authority to do so. Anyone having technical or clarification questions regarding this request for proposal may address them in writing and them to asstdir@classiccenter.com, prior to 5:00 p.m., April 13, The should be titled RFP Question # Unless questions are in writing, they will not be considered. Sincerely, Philip A. Verrastro Philip A. Verrastro Assistant Executive Director

2 REQUEST FOR PROPOSAL Ticketing & Patron Management Software RFP # Date released: March 13, 2018 Submit Request for Proposal to: Philip A. Verrastro, Assistant Executive Director The Classic Center Purchasing Division 300 North Thomas Street Athens, GA Direct Questions, via , to: Name: Philip A. Verrastro AsstDir@ClassicCenter.com IMPORTANT: Please submit all questions in writing via . The Classic Center will engage in phone conversations when appropriate and initiated by The Classic Center. Your proposal shall be delivered in an envelope clearly marked: RFP # 32018, Ticketing & Patron Management Software One (1) signed original and Five (5) copies of the proposal shall be submitted Proposals Due: Friday, May 18, 2018 by 4:00 P.M. Due Date: Page 2 of 18

3 SCHEDULE OF EVENTS EVENT Release RFP March 13, 2018 DATE NOTICE Questions Due ( ) April 13, 2018 by 5 PM Addendum Issued April 20, 2018 As/if required RFP Due Date Friday, May 18, 2018 by 4 PM Vendor Interviews/Demonstrations June of 2018 (By scheduled invitation only) Anticipated Award Date No later than July10, 2018 From the issuance date of this Request for Proposal until a Vendor is selected and the selection is announced, Vendors are not allowed to communicate with any Classic Center staff or officials regarding this procurement, other than during scheduled interviews, demonstrations, and/or site visits, except at the direction of Philip Verrastro and/or Paul Cramer, the designated representatives of The Classic Center Authority (also referred to in this document as The CCA ). TERMS AND CONDITIONS 1) Pre-Qualification for submitting a proposal is not required. 2) All price and notations must be typewritten or written in ink. No erasures permitted. Mistakes may be crossed out and corrections made adjacent and must be initialed in ink by person signing proposal. 3) Use the documents provided. Propose on each item separately. Prices should be stated in units specified herein. A price submittal sheet is provided in this proposal packet for final response. If you decide to submit more than one proposal, photocopy our documents. 4) Each proposal must be in separate sealed envelope with proposal number on outside, and must be received by The Classic Center, not later than the hour and day specified hereon. Given the complexity and possible time constraints, the proposal may be opened at the discretion of The Classic Center. Identification and acknowledgement of bidders will be available within 48 hours via request. Final results will be available upon request following the entirety of RFP process. 5) If applicable, terms of less than 30 days for cash discount will be considered as net. Cash discount period will be computed either from the date of delivery and acceptance of the goods ordered or the date of receipt of correct and proper invoices, prepared in accordance with the terms of our purchase order, whichever date is later. 6) A responsible officer or employee must sign with the Vendor's name and all proposals. Obligations assumed by such signature must be fulfilled. Due Date: Page 3 of 18

4 7) Unless otherwise definitely specified, the prices proposed herein do not include Georgia Sales Tax. 8) No charge for packing, drayage, or for any other purpose will be allowed over and above the prices proposed on this sheet. 9) The right is reserved, unless otherwise stated, to accept or reject all or any proposal, or any part thereof, either separately, or as a whole, or to waive any informality in a proposal and to split or make the award in any manner determined by The CCA to be most advantageous to The CCA. 10) The CCA recognizes that price is only one of several criteria to be used in judging a product or service, and The CCA is not legally bound to accept the lowest proposal. 11) Samples of items, when required, must be furnished free of expense to the CCA; and if not destroyed by tests, may upon request be returned at the Vendor's expense. 12) In case of default by the Vendor, the CCA may procure the articles or service from other sources and may deduct from unpaid balance due the Vendor, or may bill for excess costs so paid, and the prices paid by The CCA shall be considered the prevailing market prices paid at the time such purchase is made. 13) The Vendor shall hold The Classic Center Authority, its officers, agents, servants and employees, harmless from liability of any nature or kind on account of use of any copyright, or uncopyrighted composition, secret process, patented or unpatented invention, article or appliance furnished or used under this proposal. 14) The Vendor will not be held liable for failure or delay in fulfillment if hindered or prevented by fire, strikes, or Acts of God. Bidder shall be excused from performance hereunder during the time and to the extent that he/she is prevented from obtaining, delivery in, or performing in the customary manner, by act of God, fire, war, strike, loss or shortage of transportation facilities, lockout or commandeering of raw materials, products plants or facilities by the government. Bidder shall provide the City satisfactory evidence that nonperformance is due to other than fault of negligence on bidder s part. 15) Any evidence of agreement or collusion among bidders and prospective bidders acting to illegally restrain freedom of competition by agreement to propose a fixed price, or otherwise, well render the proposal of such bidders void. 16) Advance disclosures of any information to any particular bidder which gives that particular bidder any advantage over any other interested bidder, in advance of the opening proposal, whether in response to advertising or an informal request for proposal, made or permitted by a member of the CCA or an employee or representative thereof, will operate to void all proposal of that particular proposal solicitation or request. 17) It is agreed that the successful bidder will not assign, transfer, convey or otherwise dispose of the contract or its right, title or interest in or to the same, or any part thereof, without previous written consent of The CCA and any sureties. 18) Proposals may be disqualified and rejection of proposal may be recommended to The CCA for any of, but not limited to, the following causes: (1) Failure to use the proposal form furnished by The CCA (2) Lack of signature by an authorized representative on the proposal form (3) Failure to properly complete the proposal (4) Evidence of collusion among bidders (5) Unauthorized alteration of proposal form 19) Verify your proposal before submission, as they cannot be withdrawn or corrected after being opened. In the event of an extension error, the unit price shall prevail. Due Date: Page 4 of 18

5 20) RETURN THE PROPOSAL SUBMITTAL SHEET WHETHER OR NOT YOU PROPOSE A PRICE. If you do not propose, state your reason; otherwise your name may be removed from the vendor list. 21) The Classic Center Authority pays Georgia Sales Tax and is exempt from Federal Excise Tax. 22) Conflict of Interest: Your signature hereon certifies that no CCA employee, whose position in the CCA service enables them to influence any award of your offer or any competing offer, shall have any direct or indirect financial interest in any transaction resulting from this request for proposal. 23) Municipal Ordinances may require the issuance of an Athens-Clarke County Business License as a condition precedent to being engaged as a contract Vendor by The CCA. 24) The bidder hereby agrees to promised lead times of the equipment and/or material described in the specifications. 25) Unless stated otherwise elsewhere in this document, prices shall be firm for 180 days after the closing date. 26) The bidder further agrees that price escalations beyond the price protection shall be borne by the Vendor at manufacturer s invoice cost. 27) The CCA hereby agrees to make payment to bidder s cost for all government mandated equipment requirements enacted after the award of proposal, which affect the bidder s ability to supply the specified equipment. 28) A written Purchase Order mailed, or otherwise furnished to the successful bidder within the time for acceptance specified, shall result in a binding contract without further action either part. This contract shall be interpreted, construed and given effect in all respects according to the laws of the State of Georgia. 29) Termination Clause: In the event the Classic Center Authority exercises the right to terminate the contract for dissatisfaction, The CCA will give the Vendor fifteen (15) days written notice of such termination. The CCA and the Vendor each reserve the right to cancel, for any reason, all or a portion of the services covered by this contract. To exercise this right, a thirty- (30) day written notice must be given. 30) The CCA reserves the right to accept or reject any or all Proposals or parts thereto, to waive any informalities in any Proposal, and to reject the Proposal of any individual or firm who has been delinquent or unfaithful to any contract with The CCA. 31) Insurance: Vendor shall neither commence work under this Agreement until it has obtained all insurance required hereunder in a company or companies acceptable to CCA nor shall Vendor allow any sub Vendor to commence work on a subcontract until all insurance required of the sub Vendor has been obtained. Vendor shall take out and maintain at all times during the term of this Agreement the following policies of insurance: (1) Workers' Compensation Insurance: Before beginning work, Vendor shall furnish to CCA a certificate of insurance as proof that it has taken out full workers' compensation insurance for all persons whom it may employ directly or through sub Vendor in carrying out the work specified herein, in accordance with the laws of the State of Georgia. (2) Public Liability and Property Damage: Throughout the term of this Agreement, at Vendor's sole cost and expense, Vendor shall keep, or cause to be kept, in full force and effect, for the mutual benefit of the City and Vendor, comprehensive, broad form, general public liability and automobile insurance against claims and liabilities for personal injury, death, or property damage arising from Vendor's activities, providing protection of at least One Million Dollars ($1,000,000.00) for bodily injury or death to any one person or for any one accident or occurrence and at least One Million Dollars ($1,000,000.00) for Due Date: Page 5 of 18

6 property damage. If such insurance includes an aggregate limit, such aggregate shall be no less than Two Million Dollars ($2,000,000). (3) General Insurance Requirements: All insurance required by express provision of this Agreement shall be carried only in responsible insurance companies licensed to do business in the State of California and policies required under paragraphs 7(a) and (b) shall name as additional insured The CCA, Authority members, officers, employees and designated agents. All policies shall contain language, to the extent obtainable, to the effect that: (1) the insurer waives the right of subrogation against The CCA, Authority members, officers, employees, and agents; (2) the policies are primary and noncontributing with any insurance that may be carried by CCA; and (3) they may not be canceled except after thirty (30) days notice by insurer to CCA by first class mail. Vendor shall furnish CCA with copies of all such policies promptly upon receipt of them, or certificate evidencing insurance. Vendor may affect for its own account insurance not required under this Agreement. 32) The Proposal shall not be considered received by The CCA until the Proposal is actually delivered to the correct location. Delivery to any other location shall not constitute receipt by The CCA. The Vendor assumes the risk of any delay in the mail or in handling of the mail by employees of The CCA or any private courier, regardless of whether sent by mail or by means of personal delivery. The Vendor assumes responsibility for having the Proposal delivered on time at the place specified. 33) The CCA will consider incorporation of the Vendor's software license agreement and/or maintenance agreement as Contract Documents, to the extent that the terms and conditions do not conflict with the terms and conditions in The CCA Agreement. Vendors desiring to include their software license agreement and/or maintenance agreement must provide a current copy, including all potential addenda or exhibits, as a part of their Proposal, and indicate this desire in their response to this section. Due Date: Page 6 of 18

7 REGISTRATION To be eligible for consideration, Vendor must be registered/licensed in the State of Georgia to conduct business if such registration/license is normally a requirement. NO PRE-PROPOSAL MEETING There will not be a pre-proposal conference scheduled. All Vendors with specific technical or clarification questions concerning this document, or the process should contact The CCA via at asstdir@classiccenter.com prior to 5:00 p.m., April 13, The should be titled RFP Question # Unless questions are in writing, they will not be considered. FACILITY BACKGROUND & TICKET SALES DATA The Classic Center is a Convention Center and Performing Arts Theatre Complex. More information can be obtained about The Center at The Classic Center performance space features a 2100 capacity fully-seated performing arts theatre as the central venue associated with ticketing and patron management. The complex additionally utilizes a 2400 general admission capacity outdoor covered pavilion and a mixed-use 4500 capacity boutique Arena for ticketed performance events as well. The theatre complex serves as a presenting, producing, and rental venue and requires multi-faceted reserved seat capabilities. The proposed solution must be comprehensive and appropriate for each plausible function of a modern performing arts center as well as multi-purpose sports/entertainment venues. To date, in its current fiscal year FY18, which includes July 1, June 30, 2018, The Classic Center s annual volume was approximately 41,609 tickets sold overall with gross revenues of $1,500,000 for its applicable entertainment and sporting events. We project by fiscal year end July 1, these sold totals will reach an estimated 44,000 in volume and $1,550,000 in gross. Approximately 63% of these entertainment and sports tickets sold were transacted via online/phone methods. Additionally, ancillary event ticket sales totaled 22,000 sold with a gross of $266,000. Approximately 14% of these ancillary tickets sold were transacted via online/phone methods. Overall, the total printed/issued tickets that included all sold tickets as well as complimentary inventory control tickets are on track to be 90,000+ in total volume. Currently, The Classic Center is using its ticketing system to sell memberships and related items. For membership sales, in FY17 there were 320 membership related items, which equal $187,499 in gross revenues. For FY18, to date, there are 448 items and $162,673 in gross revenues. As noted within the contents of this document, The Classic Center is also seeking a membership solution which is either an additional component of the ticketing system or integrates with the ticketing system. It is not a requirement for a proposal submittal to include a membership /donor solution, but The CCA welcomes their optional inclusion. OBJECTIVE The CCA is seeking a Vendor to provide a complete Ticketing and Patron Management Software system for The Classic Center Theatre, including but not limited to software &online solutions, installation, implementation, training, written user guides, on-going support, and specified hardware. We desire a system arrangement/term of not less than 3-years. TECHNICAL DIRECTION & ENVIRONMENT While the Authority is open to considering a variety of proposed solutions, the current vision and preferred direction for the future of information flow will be to have web-based applications for integrating and viewing data from various sources and mobile devices including the Ticketing solution database. Application integration with Windows-based security management facilities is desired, such as Due Date: Page 7 of 18

8 Active Directory. Solutions that include web-based or web-enabled technologies for application access and manipulation would be preferable. A proposal should include all box office equipment, field devices, training, support, and implementation to make usage successful and turn-key. MINIMUM SOFTWARE SOLUTION REQUIREMENTS Proposals should consider all aspects of operating the Ticketing and Patron Management solution for a complex of similar operational size and scope, including but not limited to the minimum requirements: I. General System Information and Technical Requirements Specify any requirements for operating system including which hardware and software each entity is expected to provide. Classic Center prefers a web-based product. 1) Is server located physically within venue or hosted online? 2) Describe what infrastructure is needed and responsible party 3) List procedures for interrupted service and data breaches II. Required Ticketing Features A. General Management and Ticket Sales 1) Create and manage ticketing in a multipurpose venue with high volume of event in different facilities (configs) via box office, internet, mobile and phone a. Sell reserved, group and general admission tickets, including variations of general admission specified by section or price level b. Sell singles, traditional and flexible packages, as well as season tickets c. Facilitate item sales and add on features, such as event parking or donations d. Possess ability to generate simple and complex promotional codes, including unique single use codes with purchase limits 2) Offer responsive ticket sales platform with user friendly interface for patrons, ticket operators and ticketing management 3) Ability to brand and interface with venue website for seamless online and mobile sales 4) Provide software and hardware with ability to scan tickets for multiple events in different facilities at the same time; advanced access control is desired 5) Include troubleshooting tools for managing reprinting, voiding, exchanging with ability to track account activity 6) Allow standard delivery methods, as well as the option to enable mobile delivery 7) Customize user access on various levels from management to operators 8) Run bulk processes, batch prints and data cleanup 9) Offer interactive pick-your-own seat maps 10) Edit and print tickets in standard industry formats with unique barcodes; ability to place ads on print at home ticket formats 11) Accept multiple payment types in single transaction including discounts, coupons and credits and ability to create flexible payment types 12) Ability for transactions to consist of multiple events 13) Generate confirmation s and receipts 14) Offer support team for troubleshooting, general upkeep of system and long-term vision of ways to use the system that can improve our ticketing business 15) Ability to automate or manually adjust dynamic pricing 16) Present seamless experience for ADA patrons in ordinance with the Americans with Disabilities Act of ) Ability to identify patrons in distinct groups i.e. donors, sponsors, etc. 18) Flexibility in contract for outside tickets sales i.e. fan club sales, third party sales, etc. Due Date: Page 8 of 18

9 19) Innovative approach to client services and creative solutions for growth in a unique venue, i.e. if no development platform, how do we run through the ticketing system? B. Comprehensive and Customizable Report Capabilities 1) Is all or a portion of reporting available in easy to read mobile-ready formats? 2) Report on all events, gross revenues and transactions in detail 3) Export data reports in multiple formats 4) Audit daily sales of specific payment types and totals by individual operators 5) Allow customization and creation of reports 6) Interface with existing accounting package, QuickBooks, if possible 7) Generate reports which aid in managing ticket inventory, account balances, financial settlement and related accounting functions 8) Detail refunds, exchanges and modifications to orders completed by box office operators 9) Create visual reports and/or detailed dashboards for management 10) Provide examples of reports used for reconciling daily sales, including cash flow, as well as event and subscription settlement reports C. Patron Management and Marketing 1) Demonstrate the complexity of system s patron management tools Provide basic and advanced functionality Search patrons and accounts using multiple methods of query List patron preferences Build profiles to capture data across multiple touch points in venue Identify various levels of donors and VIP guests Ability to have multiple patron names within one account or multiple addresses, phone numbers, etc. Customize alerts or set follow up tasks related to patrons 2) Present innovative solutions not listed above which increase value of ticketing product 3) Possess ability for patrons to manage their own accounts online 4) Detail services offered through marketing component of ticket system 5) What level of analytics are available? 6) What conversion tools are available cart abandonment s, etc.? D. System Security 1) Provide detailed information about credit card processing systems and antifraud measures system employs 2) Deposit all credit card revenue directly into specified bank account using real time credit card authorizations 3) Provide all customers with safe and secure credit card transactions 4) Ability to save credit card information while still protecting the patron s information 5) Detail processes for blocking ticketing bots 6) What measures do you take to remain PCI compliant? 7) What systems are in place to deter fraudulent use of credit cards? E. Installation & Programming 1) Must provide venue with transitional plan detailing system implementation, recommended options for data migration, timeline of training and expectations for ongoing support 2) Must provide onsite representative to work with Classic Center s engineering department during this time F. Training 1) Must provide onsite training period of at least one week Due Date: Page 9 of 18

10 2) Must provide dedicated support representative for the first year of subscription renewals on any currently offered packages G. On-Going Technical Support, Software Updates and Maintenance 1) Describe your approach to client support including structure and processes, number of dedicated team members and average response times 2) Detail specific days and hours of service; include expectations for events which occur outside normal business hours and on holidays 3) If support package changes dependent upon factors such level of support or length of service, etc. please explain those parameters and any associated costs 4) How often do software updates typically occur? 5) How frequently does routine maintenance occur? H. Desired features to additionally include within proposals, if available 1) marketing software a) Option to interface with a platform if ticketing system does not provide one b) Option to upload customer lists for s, view history, click points in , etc. 2) Development software a) Option to interface with software if ticketing system does not provide one b) Ability to process all development transactions c) Ability to create other items than donations, i.e. silent auction transactions, direct giving, membership, etc. d) Ability for all development transactions to deposit into a separate merchant account (ideally) e) Seamless interface with ticketing system ability to see donor and ticket histories at once; all transactions (ticketing + donations) to live under one patron account f) Ability to pull data reports, i.e. donor history, current and past donors, etc. 3) Seeking development of an upsell capability which is facilitated by ticketing system and integrated into venue app to allow patrons to complete their own seat upgrades or market the sale of venue experiences 4) Electronic gift card system with ability to set expiring value BOX OFFICE SET UP The Classic Center s box office is located within the main building and consists of four selling stations in the box office. Due to event volume and location of ticketed events within the building, one or more mobile box office setups may be used at the same time as the stationary equipment in the primary box office. REQUIRED HARDWARE The Classic Center owns various models of Boca printers and 4 Janam scanners. Our building utilizes Windows operating system with PC computers and laptops. Please note whether proposed system is compatible with these products or if replacements would be required. 1. (10) Compatible thermal ticket printers 2. (30) Hand held QR Code/Phone ready scanners 3. Any and all server related equipment used to power ticketing system OPTIONAL HARDWARE Due Date: Page 10 of 18

11 Vendors are requested to provide quotations and specifications on the following compatible hardware/peripheral equipment. These are optional items The Classic Center may or may not consider purchasing with this ticketing management solution. 1. (6) Enclosed cash registers for cash security in mobile box settings 2. (2) Ticketing kiosks which can be used for walk- up sales PROPOSAL CONTENTS AND FORMAT Each proposal must contain, but is not limited to, the following elements, identified by a tab for each section, to assist the evaluation team in its review of your Proposal. One (1) signed original and five (5) copies of the proposal shall be submitted and shall contain the following sections: A) Cover Letter: The letter shall specifically stipulate that the Vendor accepts all terms and conditions contained in the Request for Proposal. The letter must also state the name(s) of the person(s) authorized to represent the Vendor in any negotiations and the name(s) of the person(s) authorized to sign the contract that may result. The cover letter should not exceed two (2) pages in length and may summarize the proposal and qualifications. If you are proposing more than one solution, please provide pricing for each individual solution separately. B) Proposal: 1) Statement of Qualifications: The statement of qualifications shall be no more than two (2) pages in length and must include the following: a) Company Profile: Include company history, organization, and location 2) References: Vendor must submit as part of their proposal, a minimum of three (3) references. Preferable references must: a) Be of comparable size to the CCA and scope of the requirements of this RFP b) Utilize the same version of the system proposed for a minimum of 90 days c) Be preferably located in the Inland Empire, Los Angeles or Orange County areas and public sector agencies. (i) Vendor shall use the provided "Reference Sheet" on page 16 of this RFP: Company Name, Business Address, Name and Title of authorized person to sign this RFP and contracts, Phone Number of Contact, Description of System, including version number and date installed. 3) Project Team: Provide the project manager, the names and roles of key staff, and any Sub-Vendor(s) involved. a) Sub-Vendors: If it becomes necessary for the Vendor to substitute and/or add a Sub-contractor, the Vendor will identify the proposed new Sub-contractor and the work to be performed. The Vendor must provide detailed justification documenting the necessity for the substitution or addition. Vendor may submit a Proposal that includes products and/or services from several sources, as needed. However, the primary Vendor shall be solely responsible to the CCA for the implementation effort. Other relationships, if any, shall be clearly identified in the Proposal as sub-vendors. Due Date: Page 11 of 18

12 4) Implementation Plan: Vendor shall submit a timeline/project schedule for project implementation. The timeline should begin with the event, Contract Execution and end with the event Ticketing Go Live. Actual dates or elapsed days may be used in developing the timeline. a) All plans identified shall include the actual personnel, hours, materials, travel, etc. necessary to accomplish the tasks. Plans shall identify out-of-town travel required and the home office of personnel to be used. Vendor shall submit a plan for installation of software on networked computers, desktop computers, and field devices as needed. b) From the date of contracting an award, implementation of the entire system (hardware, software, access, seating charts, merchant accounts, processing, etc.) and training must be completed within 60 days with the full ability to Go Live and sell tickets from the CCA box office with the system by the 60th day. 5) Training: An Implementation Schedule as defined by the CCA is absolute. The schedule must be strictly adhered to. The system is being implemented based on this schedule and the administration of the system must not delay the start date. a) The CCA requires technical support and backend training for: One (1) IT Staff Manager Four (4) CCA Management Staff Six to Eight (8-12) end-user staff members b) Vendor shall submit a training plan that outlines the proposed training for the system. The Vendor's training plan will identify: Training staff- Describe the size and assumed skill levels of each group and the functional responsibilities covered in each session Hours Materials c) Assists and ongoing training will continue until staff is comfortable with the software and hardware d) The training will be on site at The Classic Center as/if required, or via private dedicated web-based seminars and conference calls. 6) Minimum Software Requirements: Vendor shall provide detailed information on all of the items listed in the Minimum Software Requirements (beginning on page 8). Vendor must identify each requirement by the corresponding letter or numbers for the requirement stated and provide all details and supporting documentation necessary to demonstrate that the proposed solution meets the requirement. Vendor is asked to provide the following submittals to assist with the evaluation process: a) Samples of menus, screens, and defined reports should be provided as a part of the Proposal b) A functional diagram of all components of the proposed solution c) A separate table that lists all the components, with following information for each: Product name Brief functional description Indication as to whether the component is essential or optional for each level of functionality proposed by the Vendor Indication as to whether the component is owned and developed by the Vendor, or is Bundled Technology, or is Third Party Technology. Indication as to whether a Bundled Technology component is licensed under any special terms and conditions (e.g., a third-party sublicense agreement). Vendor contact information for any Third Party Technology that is recommended Due Date: Page 12 of 18

13 7) Optional Software: Vendor shall provide detailed information on all of the items listed in the Optional Software Specification Requirements Checklist (page 11). The CCA understands that there may be optional modules or products that we may not have considered as part of the scope of this RFP. Please list these optional modules or products in a table titled Options to the CCA that lists the same information as above. 8) System Documentation: The Vendor will provide one copy of system administration documentation for hardware, operating software and applications software. This system administration documentation should describe installation procedures, configuration, troubleshooting, maintenance, workflow/process flow, and contain a system diagram. In addition, Vendors shall be prepared to supply, in the future, one copy of all user documentation as well as training manuals to assist in the product evaluation process. The CCA understands that the Vendor may consider system documentation and training manuals to be proprietary information. The CCA intends to use these documents during the Proposal evaluation phase only. Documentation will be returned to Vendor when the evaluation is completed if requested 9) Hardware Requirements: Vendor shall provide detailed information on all of the items listed in the Hardware Requirements (page 10). Vendor must identify each requirement by letter or number, quote the RFP text for the requirement, and provide all details and supporting documentation necessary to prove that the proposed solution meets the requirement. If proposing less than the quantity requested, please make this clear and provide what the vendor is willing to provide. 10) Warranty and Support: The solution supplied under this specification shall be fully guaranteed by the Vendor for a minimum period of one (1) year from the date of acceptance by the CCA ( Warranty Period ). During the Warranty Period, Vendor warrants that the solution will function without any deviation between the solution and its documentation. Any defects of design, workmanship, or materials shall be fully corrected by the Vendor (including any parts and labor) without cost to the CCA. Vendor shall submit a detailed description of their warranty 11) Extended Warranty and Maintenance: After the expiration of the Warranty Period, the Vendor shall provide a continuing maintenance program to begin at the date and time of the expiration of the Warranty Period. Details and pricing options of extended warranty shall be included in this section of the RFP including descriptions of software update frequency and processes, problem tracking procedures, methods of notification, support response times including Vendor specified business hours and rates, and all after hour rates. If the solution is web based only, vendor shall detail the safeguards, maintenance systems, security, technical staffing, base server improvements/monitoring, scaling for growth, and future scope of the solution for the next 5 years ensuring functionality and uninterrupted services. C) Price Proposal: The Vendor must provide pricing for their proposed solution(s). The CCA reserves the right to pursue direct purchase of any and all items and services proposed. Include pricing for each separate module or component of the proposed solution, and costs of any modifications necessary to fully comply with the RFP specifications. If a multi-phase implementation is required or proposed, the costs for each phase shall be shown separately. Vendor shall make clear the rationale and basis of calculation for all fees. The Vendor shall provide price information for: 1) Base Software Solution Pricing: a) Ticketing b) Customer Relationship Management (CRM) Functionality 2) Options: a) Membership b) Donation Functionality c) Other Options (equipment, software) to the CCA 3) System Documentation Due Date: Page 13 of 18

14 4) System Requirements: Required Third Party Software and hardware that must be purchased through Vendor 5) Custom Work (prices quoted may be Not to Exceed but cannot be TBD or Time and Materials) 6) Installation and Setup 7) Training 8) Travel for all work to be performed including but not limited to installation and training (prices quoted may be Not to Exceed but cannot be TBD or Time and Materials) 9) Maintenance: a) Year one (1) Maintenance and Support (to begin concurrently with Warranty Period) b) Extended Maintenance (Years 2-3) c) Basis for Extending Maintenance beyond Year 3 (i.e., maintenance will be extended with a certain percentage increase maximum) 10) Software License Fees: a) Explain all factors that could affect licensing fees b) Make clear what type of license is offered for each price (perpetual, annual, named user, concurrent user, installed copies, MIPS-based, etc.) c) Indicate which Product versions, Operating Platform(s), and machine classes are included for each price d) Indicate whether a Product is for server or client, as appropriate e) Make clear the extent of any implementation services that are included in the license fees (installation, configuration, training, etc.) 11) Hardware: a) Ticket Printers b) Handheld scanners c) Desktop scanners D) Security Components: For in-house or hybrid solutions, Vendor shall describe and identify System security components including, but not limited to: 1) System Controls including - backup requirements, methods or capabilities, proprietary built-in security features, and active user account requirements. 2) Account Management including privilege levels, functions that require database or system administrative authority, and ability to configure passwords and account lockout settings 3) System Vulnerabilities 4) System Authentication Methods 5) System Communication Methods including how web, application, and/or database systems communicate between systems 6) System Auditing Capabilities including what auditing is configurable and recommended to monitor for unauthorized access 7) Encryption Methods including what kind of encryption is used for data, certificates, and user credentials 8) Remote Access Methods available or required including what management and use of the application can/will be done over the Internet 9) System Architecture including the requirements for integration into the City s existing environment. 10) Physical Security including what measure of physical security for servers beyond the City standard controlled data center environment we should be concerned with. Due Date: Page 14 of 18

15 11) Operating System Security including any permission that should be set on files and directories to further mitigate the risk of system compromise and what level of access users of the application require to critical or sensitive application/database files. If the proposed system is web enabled, identify if the system validates input on all fields, identify the process used to perform input validation, identify if the proposed system uses web listeners and what listeners are used, and identify if the proposed system relies on client side data. 12) If any part of the proposed solution is hosted at a location under the control of the Vendor, the Vendor must provide a description of the security infrastructure for such a hosted solution. INTERVIEWS Selection of qualified Vendors to advance for further evaluation (interviews and/or demonstrations) will be based on, but not limited to, the following: quality and completeness of submitted proposal; understanding of project objectives; project approach; experience and expertise with public agencies and similar types of efforts and references. Interviews and possible product demonstrations will be held with respondents on an invitation only basis. SELECTION CRITERIA Selection of the successful proposal will be based on a weighted overall evaluation of: price; verifiable references of projects of a similar size; the vendor's ability to meet the CCA schedule; the proposed system's overall design and appropriateness to meet CCA needs, training schedule and documentation. Evaluation Criteria Scoring System Functionality & Fit each portion of the system s functionality will be evaluated against existing detailed functional requirements. This area also includes evaluation for ease of use and for the degree of integration between the various components and the users overall desired objectives. Implementation this includes Vendor's response regarding the timeline/project schedule from contract execution to go live date proposed as well as any other specified requirements stated with this RFP. Staffing & Service Levels the proposal is evaluated for warranty levels, the organization s staffing plan for the account, the Vendor's initial and ongoing support and service level agreements, and proposed system training. Business/Organization Information evaluations of the overall longevity, solvency and industry experience of the company, the quality and relevancy of the proposed client references, and any company vision and/or culture information provided within the proposal. Cost the Preliminary Price Proposal will be given calculated points for pricing that are the most favorable to the CCA. EVALUATION The CCA will evaluate the proposals received based upon the criteria, as noted above, and award the proposal considered to be the most competitive to the CCA. The CCA may also negotiate contract terms with the selected Vendor prior to award. The CCA expressly reserves the right to negotiate with several Vendors simultaneously and, thereafter, to award a contract to the Vendor presenting the most favorable proposal and terms to the CCA. Negotiations may or may not be conducted with Vendors; therefore, the proposal(s) submitted should contain Vendor's most favorable terms and conditions, with detailed specifications as proposed, since the selection and award may be made without discussion with any Vendor. Due Date: Page 15 of 18

16 REFERENCE LIST Reference at least three (3) clients that are similar in size to The Classic Center and have completed projects similar to this request for proposal. Please list other performing arts venues or agencies first. Company Name Company Address Name: Contact Name Contact Name: Telephone No., Fax No. or Address Phone: Project Description Address: Title: Fax: Name: Contact Name: Phone: Address: Title: Fax: Name: Contact Name: Phone: Address: Title: Fax: NOTE: FAILURE TO PROVIDE A LIST OF AT LEAST THREE (3) CLIENTS MAY BE CAUSE FOR REJECTION OF THE PROPOSAL. BUDGET AVAILABILITY The CCA is requesting the Vendor to submit added options as specified in this RFP. Should budget allow, the CCA may or may not accept any or all options proposed by Vendor and shall not be held to any obligation. The decision to accept one or more of available options will be solely based on funds available. Options are considered to software, hardware, etc., that is for the purpose of enhancing the minimum required modules, components, etc, for a functional solution. These options shall be listed and priced separately from the minimum requirements of proposed system. Due Date: Page 16 of 18

17 PROPOSAL SUBMITTAL SHEET Ticket Management Software Request for Proposal Below is a pricing for summarization of your proposal as submitted based on the above requirements for "Price Proposal" on page 15, letter "C". Please attach explanation document to clarify each of these prices in detail & whether these are one-time, online/phone, annual, set-up only, optional or multi-year prices. 1) Base Software Solution-Installed/Access $ 2) Software Options $ 3) Hardware Options $ 4) Training Program Charges $ 5) Complimentary Ticket Charge $ 6) ALL Other Charges- annual fees, per ticket sold fees, etc. $ 7) TOTAL $ ADDENDUMS The Vendor hereby acknowledges that Addenda Nos.,,, (if applicable) to this proposal have been received, if any (Vendor insert Addendum No. Of each Addendum received). Vendor understands failure to acknowledge any addenda issued may cause the proposal to be considered non-responsive. Vendor may contact asstdir@classiccenter.com to confirm the number of addenda (if any) that have been sent. ALTERNATE FORM FOR SUBMITTAL OF PRICING SHEET You may submit a pricing sheet detailing your price submittal if the above form does not correctly reflect all charges and cost. Description of items and their corresponding pricing must be clear and concise. Use a separate sheet clearly marked PRICING SHEET. THE VENDOR IN SUBMITTING THIS PROPOSAL MUST FILL IN THE FOLLOWING INFORMATION. REMEMBER TO SIGN THIS PROPOSAL; FAILURE TO DO SO MAY VOID YOUR PROPOSAL. Our complete proposal is attached. Other supporting documentation as requested or required is also attached. Company Address: City & State: Telephone #: Fax #: Print Your Name: Your Title: Signed: Date: Cash discount terms: address: Due Date: Page 17 of 18

18 Did You Remember to Ticket Management Software Request for Proposal USE THE CCA PROVIDED PROPOSAL DOCUMENTS? INCLUDE SUPPORTING DOCUMENTATION FOR THE PRODUCT YOU ARE PROPOSING ON AS REQUESTED OR REQUIRED? SIGN YOUR PROPOSAL? INCLUDE ONE SIGNED ORIGINAL AND FOUR COPIES FOR REVIEW? PLEASE USE ONLY STAPLES FOR YOUR PROPOSALS. DO NOT USE SPIRAL, COMB OR GLUE BINDING. *** Submittals Due: Friday, May 18, 2018 by 4:00 P.M.*** THANK YOU! AGAIN, IF YOU HAVE ANY QUESTION, PLEASE CONTACT Philip Verrastro at Due Date: Page 18 of 18