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6'A A reement3fo f'ITruuePoint Services Exhibit S — RFP Requirements <br />Definition: <br />This deliverable is defined as the TruePoint support immediately following Go -Live. This will involve both <br />onsite and remote support. During this Post Deployment Support period, a formal meeting will be scheduled <br />with Redwood City and TruePoint team to set standards for ongoing support from TruePoint. <br />TruePoint will work with Redwood City to identify and address issues identified during this period using the <br />Post Production Issues List. All Issues identified that are Within scope of this Statement of Work will be added <br />to the list. <br />TruePoint Responsibilities <br />• Provide timely and appropriate responses to Redwood City's request for information. <br />• Assign and schedule appropriate TruePoint resources. <br />• Provide support to end users functional questions. <br />• Assist with issues that may arise during the specified period agreed upon by Redwood City and <br />TruePoint following Go -Live. <br />• Continue performance monitoring of the system. <br />Redwood City Responsibilities <br />• Make available the appropriate Redwood City key users and content experts to participate in Post <br />Deployment support. <br />• Make sure that TruePoint staff has remote network access for reviewing and troubleshooting any <br />issues that may arise following Go -Live. <br />TruePoint's responses to the requirements from RFP are below. These represent the critical functionality that <br />shall be delivered as part of the implementation. The requirements contained within this section take <br />precedence as required deliverables and functionality in the event of discrepancies within this document. <br />The following glossary defines the response codes for each requirement: <br />Y - Meets Requirement with current version of software with no customization required <br />N - Does Not Meet Requirement <br />F - Planned for future release <br />W/C - Workaround Proposed or Customization Needed to Meet Requirement <br />T - Third -Party Solution to Meet Requirement <br />Page 19 of 64 <br />RFP Requirements Page 19 <br />ATTY/AGR.2019.106ITruePoint TrueBill Utility Billing System 31 <br />