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Agreement for HdL Services Exhibit A — Scope of Services <br />EXHIBIT A - SCOPE OF SERVICE <br />1. Prime Software System — HdL will implement a Business License, and a Transient <br />Occupancy Tax automated online system that notices, calculates, reports, and allows for <br />online payments. <br />1.1. City Management Support - HdL will assist CITY in evaluating current policies and <br />procedures in order to enhance operational efficiency. This may include suggestions to <br />redesign forms/reports, implement new processes, or adopt new strategies for improving <br />communication with the business community and other City departments. <br />1.2. Data Conversion - HdL will convert CITY's existing data. CITY agrees to provide its <br />current data in ASCII delimited file format, SQL Server backup, or another format <br />agreed upon between HdL and CITY; along with a file layout detailing the content of the <br />file. This data will be required a minimum of two times during the conversion process. <br />CITY understands that the second (and any subsequent) data set must be provided in the <br />same format and layout as the first data set as agreed to by HdL and CITY. Any non - <br />mutually agreed to format changes, resulting in inconsistencies between data sets, may <br />result in a delayed installation date and additional charges for conversion. Both parties <br />will collaborate to resolve inconsistencies to avoid delays and additional charges. <br />Additional charges must be mutually agreed to by both parties prior to being assessed <br />and be based upon the magnitude and reason for the discrepancy. <br />1.3. Implementation <br />1.3.1. HdL's responsibilities <br />1.3.1.1.Project manager - HdL will provide a project manager (HDL PM) <br />to guide the software implementation process. The primary <br />responsibility for the HdL PM is to ensure successful and timely <br />completion of each step of the software implementation schedule. <br />The HdL PM will work closely with CITY's designated project <br />manager to define the software implementation schedule, identify <br />City needs and configure the software accordingly, validate the <br />data conversion, provide user training, and generally shepherd <br />CITY through the software implementation process. <br />1.3.1.2.Tf support - HdL will provide a dedicated IT staff member to <br />provide IT support during the software implementation process. <br />This individual will provide the necessary instruction and <br />assistance in order to install the software in CITY's computing <br />environment and will provide any needed technical support. <br />1.3.1.3.Training - HdL will provide one (1) day of onsite formal user <br />training, in addition to phone/email/remote desktop support and <br />guidance as required throughout the implementation and extending <br />throughout the term of the agreement. Formal user training is split <br />into three groups; inquiry only users, full users, and administrative <br />users. HdL also periodically provides complementary webinars, for <br />both new users and refresher training for existing staff. The size <br />and participants of each training session will be determined by the <br />HdL PM and CITY's designated project manager prior to training <br />being scheduled. Should additional onsite training be requested by <br />CITY, HdL shall invoice CITY for the additional costs, including <br />REV: 02-28-19 PR <br />ATTY/AGR.2019.049/HDL Prime Business License & TOT Software <br />