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REV: 09-26-24 LF <br /> Project Deliverables <br />At the direction of City, Consultant will provide all the requisite functional and <br />technical knowledge and skills necessary to provide City application support for <br />the Oracle ERP and HCM applications. <br />Upon request from the CherryRoad Help Desk ticket, Consultant will work any <br />ticket up to two hours, without prior approval. Any support that reaches or is <br />anticipated to take longer than two hours will need to be estimated and <br />approved by the City Support Manager prior to further support. When an <br />estimated effort for support is approved by the City Support Manager, as soon <br />as reasonably possible, Consultant will notify the City Support Manager for <br />further approval if Consultant anticipates the support to exceed the estimated <br />effort but no later than reaching the original estimate for support. <br />Consultant is responsible for providing a biweekly update on the number of <br />hours being billed and for what purpose to the City Support Manager, so that <br />the City has visibility into the burn rate of hours, which requests require how <br />many hours of support, and how many purchased hours remain available. <br />The City is responsible for communicating any ticket that is considered urgent <br />and the Consultant will work on urgent tickets as a priority over those that are <br />currently assigned or are in the queue. The estimated hours for any ticket that <br />has been prioritized as urgent will be considered as approved. <br />Prior to any work commencing under this amendment, a time tracking code will <br />be created and all time worked toward the application support will be tracked in <br />this code. <br />This Change Request is not intended to provide implementation or enhancement <br />services. If Consultant determines that the required support requires an <br />enhancement to an existing functionality or configuration, Consultant will <br />provide City an estimated level of effort and cost for City review and require <br />approval and written amendment before any work can begin. <br />City staff will perform typical Tier 1 support (i.e., security administration, end <br />user questions) internally. This Change Request is to provide Tier 2 and Tier 3 <br />support for the ERP/HCM applications. <br />City will use Consultant’s application support helpdesk (CherryRoad Help Desk) <br />to log and manage helpdesk tickets submitted by City. Tickets can be submitted <br />by email, call, or directly signing in and submitting a ticket. City will receive <br />training on this tool and procedures. <br />The City will provide the necessary resources and protocols to ensure that <br />Consultant is compliant with City processes and procedures. <br />ATTY/AGR.2024/Amend. No. 7/CherryRoad Technologies Inc. (Amendment No.7 CherryRoad Technologies Inc.) (Page 5 of 6)