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Page 20 of 38 <br />ATTY/AGR/2017.104/SMART ENERGY SYSTEMS – CUSTOMER WATER USE PORTAL <br />REV: 05-15-17 MI <br />• User <br />Acceptance <br />Testing <br />Support <br />• UAT Test <br />Status and <br />Results <br />• Availability of <br />UAT City <br />resources <br />4 • Customer <br />Engagement <br />Campaign <br />Support <br />• Training <br />(Basic <br />Package) <br />• Customer <br />Marketing <br />Campaign <br />Material <br />Template <br />• SCM Product <br />Video <br />• Train the <br />Trainer <br />Sessions <br />• On-Time <br />Approval <br />• CSR Training <br />1 Week <br /> <br />5 Deployment / <br />Training <br />Production <br />Deployment, <br />Internal Admin <br />Guide, Online <br />Customer Help <br />Guide <br />• Availability of <br />Project <br />Sponsor, <br />Business & <br />Technical <br />SME and <br />Approval <br />1 Week <br />6 Stabilization & <br />Closure <br />Production <br />Stabilization <br />Period & Support <br />& Closure <br />N/A 3 Weeks <br /> <br />3. Escalation <br /> Consultant will escalate issues in the following order if they remain unresolved at the <br />previous level: <br />Level Unresolved for E-mail Id <br />City Project <br />Manager (Justin <br />Chapel) <br />1 Day jchapel@redwoodcity.org <br /> <br />City will escalate issues in the following order if they remain unresolved at the previous level: <br />Level Unresolved for E-mail Id <br />Megan Morgan – <br />Business Process <br />Lead <br />1 Day megan.morgan@smartusys.com <br />Travis Parker – <br />Director of <br />Solutions <br />Delivery, <br />Consultant <br />3 Days travis.parker@smartusys.com <br />Brad Adamske – <br />VP of Sales, <br />Consultant <br />5 Days brad.adamske@smartusys.com <br /> <br /> <br />6.1.E. - Page 23