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Agreement for HdL Services Exhibit A —Scope of Services <br />HdL <br />HdL converts final data, PM test final conversion for install <br />Friday, May 17 <br />HdL / Client IT <br />HdL & Client IT install final dataset <br />Friday, May 17 <br />HdL / Client <br />GO -LIVE PRIME & PRIME WEB—Stage 4. <br />Monday, May <br />20 <br />HdL/Client <br />HdL sends instructions to conduct $1 payment test. Client to <br />test payment gateway is working on live environment <br />1.3.5. User Acceptance Testing — HdL provides a full test environment for use by the <br />City during the "pre -install" project phase. The test environment includes all <br />reports, system configuration, and data conversion, and should be fully tested by <br />City staff. HdL recommends performing side by side operations on select batches <br />of work, to ensure that everything is operating as expected. HdL will also <br />facilitate a live test of the payment gateway and any integrations, to ensure correct <br />behavior. <br />1.3.6. Final Acceptance. The implementation is deemed completed upon 30 days of <br />bug/error free production use. Upon final acceptance, HdL shall invoice for the <br />remaining balance as defined in Exhibit B — Compensation. <br />1.3.7. Post -Implementation Evaluation Report — at the City's request, four months <br />after go -live HdL will complete a post -implementation evaluation process <br />comprised of the following: <br />1.3.7.1.HdL Project Manager review of the initial project requirements, to <br />ensure successful completion of all objectives, and to provide a <br />status report on any items yet to be delivered. <br />1.3.7.2.Implementation process survey of key City staff engaged in the <br />project, including the City's project manager and IT designee, and <br />any designated subject matter experts. <br />1.3.7.3.Follow-up user training. Training topics to be determined after <br />discussion with CITY, and responsive to information gleaned from <br />the implementation process survey. HdL will invoice CITY for any <br />additional training and travel charges based upon the scope and the <br />length of the requested training. Additional charges must be <br />mutually agreed to by both parties prior to being invoiced. <br />1.4. Payment Gateway - For online payment functionality HdL's solutions include built in <br />payment gateway services supporting both credit card and eCheck transactions <br />("Transactions"). If a different payment gateway is required, either upon initial <br />implementation or in the future, there may be a development cost of up to $7,500 to <br />establish the custom payment gateway integration. <br />1.5. Maintenance and Support <br />1.5.1. Customer Support - HdL will provide customer support by telephone, email and <br />the web during the term of this Agreement. In the United States, no charge <br />support is available as follows: For customer support between the hours of 8:00 <br />am and 5:00 pm Pacific time, Monday through Friday, email <br />support@hdlcompanies.com or call the HdL offices at (909) 861-4335 and ask for <br />software support. For technical support before 8:00 am or after 5:00 pm Pacific <br />time, Monday through Friday (or anytime Saturday), email <br />911@hdlcompanies.com and an HdL staff member will be paged. Please only <br />include your name, agency and contact # in emails to 911@hdlcompanies.com. <br />You will be contacted as soon as possible. <br />REV: 02-28-19 PR <br />ATTY/AGR.2019.049/HDL Prime Business License & TOT Software <br />