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HomeMy WebLinkAboutePlus_Network_and_Equipment_Services_-_9.21.269/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 1 OF 15 STATEMENT OF WORK City of Waterloo Statement of Work City of Waterloo 20260915-CoWaterloo-IT Refresh RFP SOW# City of Waterloo-IT Refresh RFP-182753 9/17/2026 Chris Youngblut 715 Mulberry Street, Waterloo, Iowa 50703 319) 291-4598 chris.youngblut@waterloo-ia.org ePlus Technology, inc. | www.eplus.com Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 2 OF 15 STATEMENT OF WORK City of Waterloo 1.0 INTRODUCTION AND EXECUTIVE SUMMARY This Agreement and Statement of Work (this “Agreement” or “SOW”) is made September 17, 2026 (“Effective Date”) by and between City of Waterloo (“Customer”) and ePlus Technology, inc. (“ePlus”) (each of ePlus and Customer a “Party” and together the “Parties”). 1.1 EXECUTIVE SUMMARY OF THE SERVICES Customer has engaged ePlus to provide professional services in connection with Customer’s Enterprise Network Equipment and Services Request for Proposal (the RFP). ePlus is engaged to deliver an enterprise network modernization program spanning Customer’s two (2) geo-diverse data centers and up to 260 Customer sites, encompassing network, compute, storage, and management infrastructure design, remote implementation services, configuration, testing, training, and documentation in support of Customer’s preferred solution architecture. The engagement will be anchored by two (2) data center facilities that will serve as the primary and secondary/disaster-recovery hubs for Customer’s Enterprise environment. Data Center 1 (DC1), the primary facility and production site, is located at 625 Glenwood St., Waterloo, IA, at Customer’s Public Works location. Data Center 2 (DC2), the disaster-recovery and secondary facility, is located at 715 Mulberry St., Waterloo, IA 50703, at City Hall. DC1 will operate as the hot production site hosting the active VMware VVF virtualization and Veeam backup environment, while DC2 will operate as a cold standby disaster-recovery site for compute, storage, and backup services, with core and access network infrastructure active at both locations. Under this SOW, ePlus will provide remote professional services to implement Customer’s preferred design, which includes up to four (4) Dell PowerEdge servers per site (up to eight [8] total), one (1) Pure Storage FlashArray per site, a VMware vSphere Foundation (VVF) platform at both DC1 and DC2, and Veeam Backup and Replication deployed at both sites. Physical installation activities (rack, stack, power, cabling, PDUs, optics, and physical labeling) will be performed by Customer, while ePlus will focus on design, configuration, migration, validation, training, and documentation. 1.2 DEFINITIONS Deliverable: A measurable indication of progress within a given phase, documentation in hard copy or electronic form such as analyses, reports, manuals, test results, or any other items as set forth in section 2.2. Milestone: A specific goal, objective, or event pertaining to services described in this SOW. Normal Business Hours: The hours of Monday through Friday 8:00 a.m. to 5:00 p.m. local time, excluding any federal and ePlus observed holidays. A list of ePlus observed holidays will be provided upon request. Products: Third-party hardware and/or software products are sold separately and are not deliverables. Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 3 OF 15 STATEMENT OF WORK City of Waterloo 2.0 SCOPE 2.1 SERVICES The Services that ePlus and/or its subcontractor shall provide will include: Section 1 — Scope Overview and Purpose The purpose of this SOW will be to define, the professional services that ePlus will provide to design, configure, test, document, and transition to Customer an enterprise network, compute, and storage environment supporting Customer’s operational, administrative, and public-safety-adjacent functions. ePlus will be providing professional services across the lifecycle of the project — from remote pre-installation review of site readiness and high-level configuration design, through remote implementation and configuration of network, compute, storage, and management infrastructure, to acceptance testing support, Day-2 operational training, and final documentation and handoff. The scope of this SOW will be structured around a single preferred professional-services option that will implement Customer’s chosen architecture across the following major workstreams: Enterprise network planning, LAB Integration, and configuration for approximately fifty (50) HPE Aruba CX switches: up to twenty-five (25) CX 6200 48-port access switches, up to fifteen (15) CX 6200 24-port access switches, up to six (6) CX 6300 aggregation switches, and up to four (4) CX 8360 core switches Compute and storage deployment and configuration support for up to eight (8) Dell PowerEdge servers and up to two (2) Pure Storage FlashArray systems, with VMware VVF and Veeam services at both DC1 and DC2 Management network and monitoring deployment, including out-of-band access, SolarWinds, and configuration assistance for Customer-supplied Fortinet firewalls VMware VVF cluster architecture, Site Recovery Manager (SRM) disaster-recovery design, and VM workload migration planning and execution for the existing VMware environment Acceptance Testing Plan (ATP) support, Day-2 operational training, and documentation deliverables Section 2 — In-Scope Services The following subsections will define, by project phase, the professional services that ePlus will perform. Unless otherwise noted, the physical, on-site tasks are the responsibility of Customer, while ePlus services will be delivered remotely from ePlus’ facilities via secure connectivity. Pre-Installation Site Readiness and Technical Assessment (Remote) ePlus will conduct remote site-readiness reviews for DC1 and DC2 based on Customer-provided rack elevations, power and PDU information, fiber distribution panel capacity, and DIA circuit service details, supplemented by the agreed solution architecture and rack-elevation documentation. Using these inputs, ePlus will validate that sufficient rack space, power, cooling, and cable plant exist to support the preferred design and will identify material gaps that must be remediated by Customer prior to implementation. In parallel, ePlus will perform a technical assessment of Customer’s existing compute and storage environment and VMware vSphere platform, including current VM inventory and storage utilization, to confirm the baseline workloads and dependencies that will be addressed by the VM Workload Migration Plan. These findings will be used to finalize migration sequencing, storage allocation, and network dependencies for the VMware and Veeam configuration and migration phases. Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 4 OF 15 STATEMENT OF WORK City of Waterloo High-Level Configuration Design — Network, VMware, and Veeam (Remote) Following completion of the site-readiness and technical assessment work, ePlus will lead remote logical design session(s) with Customer stakeholders to finalize: IP addressing schema and subnetting VLAN segmentation and tagging strategy Dynamic routing design (BGP/OSPF as required) Quality of Service (QoS) policy framework Management and out-of-band access strategy The outputs will be consolidated into a Network Planning Document (NPD), which will serve as the technical blueprint for the subsequent configuration and validation activity. The NPD will be reviewed and approved by Customer prior to configuration. Concurrently, the ePlus will design a geo-diverse VMware VVF cluster architecture spanning DC1 and DC2, comprising up to four (4) hosts per site and an SRM-based disaster-recovery strategy providing replication and orchestrated failover between the two (2) facilities. As part of this workstream, the ePlus will develop a VM Workload Migration Plan for the in-scope virtual machines, to be delivered within seven (7) calendar days of completion of the site-readiness assessment. Veeam design, including backup jobs, retention policies, and DC1– DC2 replication, will be integrated into this plan. Remote Configuration — Network Equipment (LAB Integration and Production) To support the solution, ePlus will provide remote configuration services for approximately fifty (50) HPE Aruba CX switches: Up to twenty-five (25) CX 6200 48-port access switches Up to fifteen (15) CX 6200 24-port access switches Up to six (6) CX 6300 aggregation switches Up to four (4) CX 8360 core switches Services will include: LAB Integration and pre-staging for the switches (included as $7,500.00 in the ePlus hardware quotes), covering template-based configuration build, software image standardization, and configuration validation prior to shipment Remote support for Customer-led physical installation at DC1, DC2, and designated sites, including review of installation photos and rack-elevation updates Remote configuration push for the switches based on the approved NPD, including VLANs, IP interfaces, routing adjacencies, QoS policies, and secure management Remote validation and troubleshooting support for network turn-up, including connectivity tests, routing verification, and DIA circuit integration at both data centers Customer personnel will perform all physical activities — including installation of power whips and PDUs, fiber and copper jumpers, and cabinet work — with ePlus providing remote guidance and configuration support. Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 5 OF 15 STATEMENT OF WORK City of Waterloo Remote Configuration — Compute, Storage, VMware VVF, and Veeam ePlus will provide remote professional services to configure the preferred compute and storage environment, comprising of up to eight (8) Dell PowerEdge hosts and up to two (2) Pure Storage FlashArray systems, together with VMware VVF and Veeam Backup and Replication at both DC1 and DC2. Services will include: Remote configuration of Pure Storage FlashArray systems, including volumes, LUNs, host mapping, and integration with VMware storage policies Remote configuration and commissioning of the VMware VVF cluster architecture, including vCenter deployment, host registration, cluster configuration, and SRM setup for DC1–DC2 replication and orchestrated failover Remote deployment and configuration of Veeam Backup and Replication, including backup jobs, repositories, retention, and cross-site replication policies aligned with Customer’s disaster-recovery objectives Execution of the VM Workload Migration Plan in coordinated migration waves, using vMotion and related VMware tools, together with validation of workload functionality and performance post-migration Physical installation of servers, storage arrays, and any Veeam appliances (racking, cabling, and power) will be performed by Customer. Remote Configuration — Management Network and Monitoring ePlus will provide remote services to design and configure the management network, out-of-band (OOB) access, and monitoring platform. Services will include: Definition and remote configuration of a dedicated management VLAN and OOB access strategy, integrated with Customer-installed console servers and LTE OOB solutions, where applicable Remote deployment and configuration of SolarWinds Network Performance Monitor (NPM), Network Configuration Manager (NCM), and User Device Tracker (UDT), including dashboard creation, performance baselines, and alerting policies Configuration assistance and ePlus-recommended practice guidance for the Customer-supplied Fortinet firewall platform, strictly limited to configuration support. Procurement, warranty, and hardware support for Fortinet firewalls remain Customer’s responsibility. Acceptance Testing Support (Remote) ePlus will jointly develop an ATP with Customer covering network, VMware, SRM, and Veeam functionality and resilience. ePlus will: Define test cases and success criteria with Customer stakeholders prior to execution Provide remote guidance while Customer personnel execute physical and logical test cases (for example link and device failure, DIA failover, SRM failover/failback, and Veeam backup and restore tests) Document test results, provide remediation ePlus-recommendations, and deliver a formal ATP performance report summarizing test activity and outcomes Training — Day-2 Operational (Remote) ePlus will deliver remote Day-2 operational training sessions for two (2) Customer’s IT staff members covering: Five (5) sessions with a duration of up to eight (8) hours each. Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 6 OF 15 STATEMENT OF WORK City of Waterloo Network operations and troubleshooting for the HPE Aruba CX environment (Layer 2/Layer 3 services, routing, VLANs, and QoS) Administration and use of SolarWinds NPM, NCM, and UDT Veeam backup and restore operations and day-to-day backup administration VMware VVF and vSphere operations, including vCenter administration and SRM failover/failback procedures High-Level Timeline and Services Plan Based on the defined scope and remote-only delivery model, ePlus anticipates that the services described in this SOW can be completed in approximately fourteen (14) weeks from the project’s kick-off, depending on Customer’s maintenance windows, change-approval timelines, and application-owner availability. Actual schedule and milestones will be finalized in the project plan and may be adjusted through the change-control process. Weeks 1–3: Project Initiation and Design Conduct project kick-off, stakeholder alignment, and discovery workshops for network and data-center scope Confirm final preferred architecture, VLANs, routing, security boundaries, DR model, and in-scope VM workloads Develop and baseline the integrated project plan, risk/issue register, and status-reporting cadence Produce and obtain approval for the NPD, low-level configuration plan, VM migration Method of Procedure (MoP), and ATP Weeks 3–6: Network Pre-Staging and LAB Integration (Remote and On Site) Perform ePlus LAB Integration and pre-staging for the up to fifty (50) HPE Aruba CX switches (up to twenty-five [25] CX 6200 48-ports, up to fifteen [15] CX 6200 24-ports, up to six [6] CX 6300s, and up to four [4] CX 8360s) Validate switch inventory and software versions o Load approved firmware and apply base configurations and device naming Configure management addressing, configuration templates, logging, NTP, AAA, and remote-access settings Prepare configuration backups and pre-staged templates for production deployment Weeks 4–9: Data-Center Buildout (Remote) Remotely configure up to four (4) Dell PowerEdge R760 servers per site (up to eight [8] total), including BIOS, firmware, and hypervisor preparation Remotely configure one (1) EverPure FlashArray//X20 R5 per site, including storage pools, volumes/datastores, host connectivity, multipathing, and protection policies Deploy and configure VMware VVF at both sites: vCenter integration, cluster configuration, virtual networking, datastore presentation, and baseline operational settings Configure Site 1 as the production hot site and Site 2 as the cold-standby DR site, aligned with the preferred architecture Weeks 6–11: Network Implementation and Validation (Remote and On Site) Support Customer personnel as they rack, stack, power, and cable the network equipment at both sites Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 7 OF 15 STATEMENT OF WORK City of Waterloo Apply pre-staged configurations to the up to fifty (50) HPE Aruba CX switches and complete site-specific adjustments (interfaces, VLANs, and routing) Configure Layer 2/Layer 3 services, trunks, link aggregation, routing, resiliency, telemetry, logging, authentication, and monitoring integration Execute remote functional testing (per ATP) and assist with corrective actions for configuration-related issues Weeks 7–12: Veeam Deployment and Baseline Protection (Remote) Deploy and configure Veeam at both sites, including VMware integration, repositories defined in the approved design, backup jobs, schedules, and retention policies Configure application-aware processing where supported and establish recovery workflows and agreed replication or backup-copy jobs Perform representative backup and restore tests, including VM recovery exercises aligned with ATP scenarios Weeks 9–13: VM Migration and DR Validation (Remote) Execute the approved VM migration MoP in waves, including readiness checks, change approvals, rollback criteria, and post-migration validation Coordinate with application owners and Customer’s change-management process for each migration event Perform controlled DR validation tests using the configured DR environment at Site 2, within the constraints of the cold-standby operating model Document results and refine operational procedures based on test findings Weeks 13–14: Documentation, Informal Training, and Acceptance (Remote) Finalize and deliver the required deliverables: as-built diagrams, configuration backups, runbooks, MoP and ATP results, and Day-2 operations documentation for network, compute, storage, VMware, and Veeam Conduct remote informal training sessions with Customer operations staff for network, VVF, Veeam, and DR procedures Close open issues, apply agreed fixes, and obtain formal acceptance once ATP criteria have been met or documented exceptions are approved Section 3 — Out of Scope The following items are expressly excluded from this SOW, unless separately negotiated via change order: Physical installation services (rack, stack, power, cabling, PDUs, optics, and physical labeling) at DC1, DC2, or Customer site(s) Civil or electrical work, or modification to building infrastructure (structural changes, HVAC modifications, and electrical service upgrades) Procurement of ISP/DIA circuits o ePlus will only coordinate turn-up on circuits procured directly by Customer. Procurement, warranty, and hardware support for Customer-supplied Fortinet firewalls Configuration, imaging, or support of end-user devices (PCs, laptops, and tablets) Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 8 OF 15 STATEMENT OF WORK City of Waterloo Ongoing managed services, help-desk support, or post-project operational support beyond Day-2 training and documentation TRENDnet or Ethernet Ring Protection Switching (ERPS) Phase 4 ring installation, configuration, or commissioning o Such services are not part of the preferred solution and are excluded entirely. Project Management Standard Project Management is utilized when the management requirements for a project are of mid to high complexity. The expectation is that the Project Manager will be working on tasks which may include meeting planning, resource scheduling, equipment confirmation, and issue tracking, within a project workbook. The Project Manager will also be responsible for project closeout and satisfaction surveys. 2.2 DELIVERABLES ePlus will provide Services only, and no Deliverables will be provided except as follows: ePlus will author and deliver: o NPD and final Layer 2/Layer 3 network diagrams (Visio and PDF) o VMware VVF, SRM, and Veeam design and configuration documentation o VM Workload Migration Plan and completed migration report o ATP and ATP performance report o Day-2 operations runbook describing network, VMware, and Veeam operational procedures, escalation paths, and maintenance guidance Rack-elevation drawings, cable labeling, and TIA-606 physical labeling will be maintained by Customer, with ePlus incorporating Customer-provided documentation into the as-built design package, where appropriate. Notwithstanding anything to the contrary set forth herein: (i) ePlus shall have the right to retain a copy of any work product of its personnel for its records; (ii) as part of ePlus’ provision of the Services, ePlus may utilize proprietary works of authorship that have not been created specifically for Customer, including without limitation computer programs, methodologies, designs, tools, and documentation, as well as intellectual property rights, ideas, concepts, know-how, or data, and any derivatives thereof, which have been originated, developed or purchased by ePlus or its affiliate, subcontractors or suppliers (“ePlus Information”); and (iii) ePlus Information and ePlus’ administrative communications and records relating to the Services shall remain the sole and exclusive property of ePlus. 2.3 PLACE OF PERFORMANCE Unless otherwise specified elsewhere in this SOW, all on-site Services will be performed at Customer’s facilities located at the following location(s) (“Customer Site”): Services will be primarily remote. Limited on site services may be performed at Customer location, to be mutually identified and scheduled, solely to provide HPE Aruba operational training to Customer’s IT support staff. Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 9 OF 15 STATEMENT OF WORK City of Waterloo 3.0 CUSTOMER RESPONSIBILITIES 3.1 GENERAL RESPONSIBILITIES During the course of this project, ePlus will require the support of Customer staff and computing resources. If the required Customer resources cannot be made available, the scope of the Services, estimated schedule (see section 5.1), or both may be affected. Customer agrees to provide the following: A work area suitable for the tasks to be performed and any required software or documentation. If Customer directly procures any hardware or software required for this project, Customer agrees to provide the hardware, software, and any accompanying support documentation or instructions. Ensure that sufficient rack space, power, cooling, etc. for new hardware is in place prior to implementation o Note: The Customer is responsible for moving existing equipment within a rack to make sufficient space for new hardware. ePlus resources are not responsible for moving existing equipment during the physical installation of new hardware. Customer is responsible for the removal and disposal of hardware being replaced as part of this project. Provide location for disposal of packing materials. ePlus will dispose of debris (cardboard, plastic, wood skids, Styrofoam, and other miscellaneous packing materials) in customer-supplied dumpster Customer will provide patch cables related to project unless otherwise specified in this SOW. A secure storage location for all equipment delivered to the Customer Site until the scheduled ePlus installation date, if applicable. Contact personnel to escort the ePlus resource(s) through the Customer Site. Access to the Customer Site during the work hours required for this project. Current network topology Electrical power outlets to support requirements of the installed network equipment Provide a single technical point of contact, who is familiar with the IT environment and requirements, to work with ePlus engineering resource(s) throughout the project and act as a liaison between the Customer’s staff. Provide requested network diagrams/information to ePlus within two (2) days of the initial request. Customer will provide remote VPN user access to Customer’s equipment as ePlus engineering requires to complete the network design and deployment plans. SSH direct access or jumpbox SSH access to the management network is preferred to be 24/7. A normal work week of 8:00 a.m. - 5:00 p.m., Monday through Friday is required for SSH VPN remote access. If access is denied the project schedule may be impacted and change orders may be requested. 3.2 PROJECT SPECIFIC CUSTOMER RESPONSIBILITIES Provide adequate rack space, power, cooling, PDUs, and cable plant at both DC1 and DC2 prior to ePlus remote configuration Perform all physical installation activities (rack, stack, cabling, optics, and labeling) for network, compute, storage, management, and firewall equipment Supply and stage Customer-furnished Fortinet firewall hardware at appropriate locations before the management network phase Ensure all equipment procured is delivered on schedule and in working condition Designate a single technical point of contact for each site and maintain active participation in design, migration, ATP, and training Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 10 OF 15 STATEMENT OF WORK City of Waterloo Review and approve the IP addressing schema, VLAN plan, NPD, and VM Workload Migration Plan before configuration and migration Furnish ISP circuit details (handoff type and circuit IDs) in advance of DIA turn-up Keep the existing production environment stable and available throughout the migration window Provide timely written sign-off on ATP results and final deliverables upon completion 3.3 System Responsibilities Customer is responsible for providing all software and associated licenses. Unless otherwise agreed by the Parties, Customer shall respond within two (2) business days of ePlus’ request for documentation or information needed for the project. Customer shall ensure that contracts with its own vendors and third parties are fully executed and enable Customer’s business requirements to be met in full. Customer shall be responsible for all payments to, and the performance of, all non-ePlus entities assigned to, or working on this project. ePlus will not be responsible for data loss. Backups should be performed prior to work starting. All data is the responsibility of the Customer. Should a manufacturer provide Customer with specialized or custom software unique to Customer, ePlus will not be responsible for any delays or failures to perform related to use of such software. ePlus shall not be responsible for support and maintenance of products. Unless otherwise specified in this SOW, ePlus shall not be responsible for any customization of, or labor to install software (except operating systems or firmware pre-installed by the manufacturer). Services do not include resolution of software or hardware problems resulting from third party equipment or services or problems beyond ePlus’ control. Services exclude any hardware upgrade required to run new or updated software. 4.0 ASSUMPTIONS 4.1 GENERAL ASSUMPTIONS The following assumptions were made to create this SOW. Should any of these assumptions prove to be incorrect or incomplete then ePlus may modify the price, scope of work, or Milestones pursuant to the Change Management Procedure set forth herein. ePlus assumes: Where applicable, Customer’s Site shall be ready prior to the date scheduled for ePlus to perform the Services. Costs associated with Customer’s inability to (1) make the Customer Site ready or (2) meet any of the other responsibilities specified in this SOW shall be billed at ePlus’ then-current time and materials rates plus travel and other related expenses. Any additional costs incurred by Customer as a result of delays shall be the sole responsibility of the Customer. This SOW defines exclusively the scope of the Services. This SOW shall not apply to any purchase, support or maintenance of products, which are purchased separately. In the event ePlus is required to provide third party materials under this SOW (i.e. cables, racks, etc.), Customer shall be responsible for any costs, maintenance, and/or warranty obligations therein. Acceptance tests conducted in respect of the Services shall apply only to such Services and shall not constitute acceptance or rejection of any Product purchased or licensed separately by Customer. The schedule shall be extended up to thirty (30) days for any personnel change requests made by Customer. Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 11 OF 15 STATEMENT OF WORK City of Waterloo Customer acknowledges that at any time during the project, if progress is stalled, by no fault of ePlus, for more than twenty (20) contiguous business days, ePlus reserves the right to issue a Milestone Completion Certificate for work that has been completed. If Services include any assessments of Customer’s network, systems, or security protocols, Customer understands that no guaranty is made by ePlus or its subcontractors that such assessments will detect all security weaknesses, potential security problems, vulnerabilities, or potential breaches. ePlus does not guarantee that recommendations or actions undertaken pursuant to this SOW will completely address all issues identified or not identified. o If an ePlus Subcontractor is used to perform the security assessment/audit services, the data will be shared with ePlus for gap analysis and recommendation purposes. If Services include the implementation of any system dealing with Emergency 911 (E911) Services, including but not limited to phone systems, the Customer is responsible for ensuring its 911 dialing is compliant with all applicable laws, including but not limited to “Kari’s Law” and the “Ray Baum Act”. ePlus encourages customers to consult with their counsel regarding this matter. Documents are created using ePlus templates (structure and format) and delivered to Customer in softcopy only. Customization to deliverable documents (structure, format, and/or other non-standard content) must be handled via a Change Request (CR) unless explicitly stated in this SOW. ePlus Deliverable Documents include up to two (2) revisions, per document, based on Customer feedback. Subsequent revisions will require a CR or separate SOW. Customer shall be responsible for all loss or damage arising during the performance of the Services, except to the extent such loss or damage is directly caused by ePlus or its personnel. 4.2 PROJECT SPECIFIC ASSUMPTIONS DC1 and DC2 are fully constructed, powered, cooled, and ready data center environments. o No civil, electrical, or HVAC buildout is required. All hardware procured is delivered on schedule and in working condition. o Vendor lead time delays may require schedule adjustment. DIA circuits at DC1 and DC2 are provisioned and active (or scheduled to be active) by the time ePlus reaches configuration and turn up. The in-scope VM workload baseline is accurate and stable. o Material increases in VM count or storage use beyond agreed thresholds may require a change order. Customer IT staff will be available and responsive throughout the engagement and will actively participate in design sessions, testing, and training. ePlus personnel will have secure remote access to management interfaces (VPN, jump hosts, or other approved methods) necessary to perform configuration and testing. 5.0 PERIOD OF PERFORMANCE 5.1 ESTIMATED TIMELINE The estimated timeline for the Services will begin within thirty (30) days after execution of this SOW and continue for not more than twelve (12) months. If Services have not been scheduled at the execution of this SOW, a timeline should be developed mutually by the Parties and agreed to before each phase of the Services begins. The actual start date will depend on the following considerations: Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 12 OF 15 STATEMENT OF WORK City of Waterloo Scheduled availability of a qualified systems engineer Receipt of Product and any necessary equipment Receipt of signed SOW from Customer prior to proposed start date Receipt of purchase order from Customer 5.2 TERMINATION Either Party may terminate the SOW for any reason on thirty (30) days prior written notice to the other Party. Upon any such termination, ePlus will be paid all fees and expenses which have been incurred or earned in connection with the performance of the Services through the effective date of such termination. Additionally, in the event Customer cancels any Services with less than two (2) weeks prior notice, Customer shall reimburse ePlus for any non-refundable expenses incurred in preparation for such cancelled Services. 6.0 PRICING AND PAYMENT TERMS For the Services performed under this SOW, Customer agrees to pay ePlus a fee of $273,222.00 (the “Fee”), plus any applicable taxes, as specified. Milestones are as follows: TITLE: DESCRIPTION: AMOUNT: Milestone 1 SOW Acceptance and Signature $91,074.00 Milestone 2 Implementation Completion $91,074.00 Milestone 3 Project Completion and Acceptance $91,074.00 The Pricing in this SOW is valid for sixty (60) days from delivery to the Customer. Fees include reasonable travel to and from the required location up to a maximum of fifty (50) miles and incidental expenses. Customer shall issue a purchase order adequate to cover the Fee prior to commencement of Services. Fees for additional services related to but not defined in this SOW will be on a time and materials basis at a rate set forth in a written amendment or Change Request. All tasks under this SOW will be completed during Normal Business Hours. Payment is due upon receipt of invoice. Customer acknowledges that ePlus may participate in and retain the benefit of incentive plans or other programs with, among others, its travel providers wherein ePlus may receive benefits, such as frequent flier miles or other consideration for corporate travel volume. Fees, expenses, and other charges for the Services do not include sales, use, excise, value added, or other applicable taxes, tariffs, or duties. Payment that may be due on such amounts, and shall be the sole responsibility of Customer (excluding any applicable taxes based on ePlus’ net income or taxes arising from the employment or independent contractor relationship between ePlus and its personnel). 7.0 ACCEPTANCE OF MILESTONES OR SERVICES Upon ePlus’ completion of a Milestone or Service performed, ePlus shall notify Customer by providing one of the following forms of acceptance: Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 13 OF 15 STATEMENT OF WORK City of Waterloo Signed work order or time sheet; or Milestone/Service Completion Certificate (“MCC”); or Project completion document Customer has five (5) working days from the completion of the Services or Milestone, as applicable, to accept the work performed as being complete. Signing of the MCC, approving the time sheet, or Customer’s failure to respond to the approval request within the designated five (5) working day period, signifies Customer’s acceptance of the Milestone or time sheet and that Services have been performed in accordance with the SOW. In order to refuse acceptance of the Services, Customer must provide ePlus with full details that show that Services do not conform to the SOW. ePlus shall address such non-conformance in a timely manner and shall compile an action plan to correct any deficiencies. The acceptance process shall be repeated until all deficiencies have been resolved and the Services meet the requirements of the SOW. Acceptance may not be withheld due to defects in Services that do not represent a material non-conformance with the requirements of the SOW. 8.0 CHANGE MANAGEMENT PROCEDURES Any change to the scope of Services or the obligations of the Parties under this SOW shall be set forth in a mutually agreed change request signed by both Parties (“Change Request”). The Change Request may be drafted by either Party and will describe the nature of the change, the reason for the change, and the effect of the change on the scope of work, Deliverables and/or the schedule. The Parties will negotiate in good faith the changes to the Services and the additional charges, if any, required to implement the Change Request. 9.0 WARRANTY ePlus warrants that Services will be performed in a professional and workmanlike manner in accordance with industry standards for service providers under similar circumstances. ALL WARRANTIES PROVIDED HEREIN ARE PERSONAL TO, AND INTENDED SOLELY FOR THE BENEFIT OF, CUSTOMER AND DO NOT EXTEND TO ANY THIRD PARTY. EPLUS DISCLAIMS ALL OTHER WARRANTIES WITH RESPECT TO THIS SOW (INCLUDING, WITHOUT LIMITATION, WARRANTIES AS TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE), TITLE, NON-INFRINGEMENT OR OTHERWISE, EXPRESS OR IMPLIED. 10.0 LIMITATION OF LIABILITY IN NO EVENT WILL EPLUS BE LIABLE TO THE CUSTOMER OR ITS AFFILIATES FOR (A) ANY SPECIAL, INDIRECT, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, EVEN IF EPLUS HAS BEEN ADVISED OF THE POSSIBILITY THEREOF, (B) ANY DAMAGES RESULTING FROM LATENT DEFECTS, LOSS OF DATA OR PROFITS, (C) ANY CLAIM WHETHER IN CONTRACT OR TORT, THAT AROSE MORE THAN ONE (1) YEAR PRIOR TO INSTITUTION OF SUIT THEREIN. EPLUS SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE RESULTING FROM THE USE, OPERATION OR PERFORMANCE OF PRODUCTS MANUFACTURED OR LICENSED BY THIRD PARTIES. EXCEPT FOR DAMAGES RESULTING FROM PERSONAL INJURY OR TANGIBLE PROPERTY DAMAGES DIRECTLY RESULTING FROM GROSS NEGLIGENCE, EPLUS’ AGGREGATE LIABILITY HEREUNDER, IF ANY, SHALL BE STRICTLY LIMITED TO THE AMOUNT PAID BY CUSTOMER PURSUANT TO THIS STATEMENT OF WORK. IN NO EVENT SHALL EPLUS BE LIABLE FOR ANY CLAIMS BY A THIRD PARTY. EACH PARTY ACKNOWLEDGES THAT THIS SECTION SETS FORTH A REASONABLE ALLOCATION OF LIABILITY BETWEEN THEM, AND THAT EPLUS’ PRICING IS OFFERED IN RELIANCE ON THE WARRANTY DISCLAIMERS AND LIABILITY LIMITATIONS AND EXCLUSIONS SET FORTH IN THIS SOW. 11.0 OTHER TERMS AND CONDITIONS Effect of Termination: Termination of this SOW does not relieve Customer’s obligations to pay all fees that accrued before termination. Late Payment Charge and Default: Customer agrees to pay a late payment charge computed at the rate of one and one-half percent (1.5%) per month, or the maximum late payment charge permitted by applicable law, whichever is less, on any unpaid Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 14 OF 15 STATEMENT OF WORK City of Waterloo amount due under this Agreement and/or Purchase Orders. A late payment charge will apply to any amount not received by the due date and continue until all overdue payments, including late charges, are paid in full. Failure by ePlus to assess this charge on one occasion in no way affects its right to do so on another occasion. In the event ePlus must resort to collection, Customer shall be responsible for all collection costs, including legal fees. ePlus reserves its right to review and revise either the credit or the payment terms based on Customer’s financial condition or payment history at the time of such review, and Customer agrees to provide all relevant information to affect such review. ePlus further reserves its right to suspend Services for nonpayment by Customer for Services either under this Agreement and/or Purchase Orders. Assignment: Neither Party may assign this SOW without the prior written consent of the other Party, which consent shall not be unreasonably withheld, conditioned or delayed; provided, however, that either Party may assign this SOW to a corporation controlling, controlled by or under common control with the assigning Party without the prior written consent of the other Party. Notwithstanding the foregoing, ePlus may assign payment for financing purposes without notifying Customer, but Services will not be affected. Non-Disclosure: “Confidential Information” is information or material disclosed by a party (“Discloser”) to the other Recipient”) in connection with this Agreement that is either (a) marked or identified in writing as confidential, or (b) relates to the processes, technology, plans, or methodologies used by ePlus or its suppliers to provide the Services. Recipient shall not disclose Confidential Information to any third party until three (3) years after expiration or termination of this Agreement. Confidential Information does not include information that: (i) is or becomes publicly available without breach of this Agreement; (ii) is in Recipient’s possession at the time of receipt or becomes available from a third party without breach of confidentiality obligation; or (iii) is independently developed by or for Recipient without access to Confidential Information, as evidenced by written records. This section shall not prohibit ePlus from disclosing information required by its suppliers or subcontractors in connection with this Agreement. Customer acknowledges that ePlus or its employees and subcontractors may provide similar services to others and use or disclose to others general knowledge, skill and experience developed over the years, including under this Agreement. A Recipient may disclose Confidential Information pursuant to a legal requirement or court order after first notifying Discloser and making a reasonable effort to obtain a protective order limiting the scope of disclosure. Non-Solicitation: Customer acknowledges that ePlus has invested significant resources in the training of its employees and that these employees are a valuable resource. Therefore, if ePlus provides Services under this Agreement, Customer agrees that during the term of this Agreement and for a period of eighteen (18) months thereafter, Customer shall not solicit for hire or hire employees of ePlus (or anyone who has been employed by ePlus within the month prior to the date of solicitation). Should such a hiring of an ePlus employee take place, ePlus shall be entitled to liquidated damages and/or compensation directly from the Customer in the amount of 20% of the employee’s total annual compensation. Choice of Law, Attorney Fees and Jury Trial Waiver: The laws of the Commonwealth of Virginia will govern the construction and operation of this SOW without regard to the conflicts of laws and provisions thereof. In the event it is necessary for ePlus to bring legal action due to Customer’s non-payment, ePlus shall be entitled to recover all costs of such action, including reasonable attorneys’ fees. The Parties hereto waive, and to the extent permitted by law, all rights to a jury trial in any action or proceeding to enforce or defend any rights hereunder. Severability: The invalidity of any provision of this SOW will not affect the validity and binding effect of any other provision. Subcontracting: The relationship created hereunder between the Parties shall be solely that of independent contractors entering into an agreement. No representations or assertions shall be made or actions taken that could imply or establish any agency, joint venture, fiduciary, partnership, employment or other relationship between the Parties with respect to the subject matter of this SOW. ePlus retains the right to subcontract any Service described herein to subcontractor(s) of ePlus' choosing, provided that such subcontractor(s) shall possess qualifications equivalent to those of ePlus. Data Rights and Consents: Customer represents and warrants that it has all right, title, and interest in and to any data furnished in connection with the Services and/or that it has obtained all necessary consents, permissions, and releases necessary for ePlus to perform its obligations under this SOW. Customer shall indemnify, defend, and hold ePlus harmless from any claims or liabilities arising out of Customer’s breach of the foregoing. Integration; Order of Precedence: This SOW constitutes the entire agreement of the Parties hereto with respect to its subject matter and supersedes all prior and contemporaneous representations, proposals, discussions, and communications, whether oral or in writing. In the event of a conflict between the provisions of this SOW and any exhibits, the provisions of this SOW Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6BDocusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B 9/17/2026 City of Waterloo-IT Refresh RFP-182753 PAGE 15 OF 15 STATEMENT OF WORK City of Waterloo shall control, except to the extent the provisions in an exhibit expressly provide otherwise. This SOW may be modified only by means of a duly executed written amendment. Neither the terms of any purchase order, invoice, or other instrument documenting a payment or transaction that is issued by either Party in connection this SOW, nor any other act, document, usage, custom, or course of dealing shall modify the terms of this Agreement. This SOW shall be enforceable in accordance with its terms when signed by each of the Parties hereto. 12.0 SOW ACCEPTANCE This SOW # City of Waterloo-IT Refresh RFP-182753 is acceptable. Please sign and return to Trevor Pankonien at Trevor.Pankonien@eplus.com. IN WITNESS WHEREOF, the duly authorized representatives of the Parties hereto have caused this SOW to be executed. ePlus Technology, inc. City of Waterloo AUTHORIZED SIGNATURE AUTHORIZED SIGNATURE PRINTED NAME PRINTED NAME TITLE TITLE DATE DATE PO# Docusign Envelope ID: B3D90322-B649-8670-838E-C87021965D6B David Boesen 9/21/26 Mayor Docusign Envelope ID: DABB5952-1399-89C3-8292-B78E221D3C1B David Kloes 9/25/2026 VP, Services