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