To: Board of Directors
From: Lewis Broschard, Fire Chief, Contra Costa Fire Protection District
Report Title: Freshworks Inc., Contract Extension and Payment Limit Increase
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Fire Chief, or designee, to execute a contract amendment with Freshworks Inc., to increase the payment limit by $50,000, to a new payment limit of $80,000, and to extend the term to December 30, 2029, for its IT support channels and internal operations tool.
FISCAL IMPACT:
Budgeted. 100% CCCFPD General Fund
BACKGROUND:
The Fire Protection District (the District) is committed to ensuring safety and operational efficiency through effective communication and prompt response. The IT network at the Fire District spans over 40 locations, over 100 vehicles, and includes the deployment of hundreds of desktops, laptops, and mobile tablets. The implementation of Freshservice by Freshworks has greatly improved the management of our internal operations, IT infrastructure, and support functions, allowing District IT staff to concentrate on their most critical tasks.
Freshservice provides a centralized, modern IT service management platform that brings incidents, service requests, assets, and workflows into a single system, giving organizations clear visibility and control over their operations. Its automation and capabilities streamline repetitive tasks like ticket routing, approvals, prioritization, and response generation.
Through this extension and increased payment limits, the District will continue to use this software for internal customer service tracking and issue resolution. The Terms and Conditions include an indemnification from the District to Freshworks, as well as a limitation liability.
CONSEQUENCE OF NEGATIVE ACTION:
If this agreement is not approved, the District would have to identify alternative means to track and address IT disruptions and needs.