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REV: 05-22-2023 RL <br />Services will be billed on a monthly, Time and Material (T&M) basis as hours are <br />worked in quarter hour increments. Payments are due thirty (30) days after <br />receipt of invoice. <br />Project Assumptions <br />At the direction of City, CherryRoad (CRT) will provide all the requisite functional <br />and technical knowledge and skills necessary to provide City application support <br />for the Oracle ERP and HCM applications. <br />Upon request from the service now ticket CRT will work any ticket up to two <br />hours, without prior approval. Any support that reaches or is anticipated to take <br />longer than two hours will need to be estimated and approved by the City <br />Support Manager prior to further support. When an estimated effort for support is <br />approved by the City Support Manager, as soon as reasonably possible we will <br />notify the City Support Manager for further approval if we anticipate the support <br />to exceed the estimated effort but no later than reaching the original estimate for <br />support. <br />CRT is responsible for providing a biweekly update on the number of hours being <br />billed and for what purpose to the City Support Manager, so that the City has <br />visibility into the burn rate of hours, which requests require how many hours of <br />support, and how many purchased hours remain available. <br />The City is responsible for communicating and prioritizing any ticket that is <br />considered urgent and is expected to be worked on as a priority over those that <br />are currently assigned or are in the queue. The estimated hours for any ticket <br />that has been prioritized will be considered as approved. <br />Prior to any work commencing for this application support amendment a time <br />tracking code will be created and all time worked toward the application support <br />will be tracked in this code. <br />This amendment is not intended to provide implementation or enhancement <br />services. If CherryRoad determines that the required support requires an <br />enhancement to an existing functionality or configuration, CherryRoad will <br />provide City an estimated level of effort and cost for City review and require <br />approval and amendment before any work can begin. <br />It is anticipated that City will perform typical Tier 1 support (i.e., security <br />administration, end user questions). This amendment is to provide Tier 2 and <br />Tier 3 support for the ERP/HCM applications. <br />This engagement will use CherryRoad’s application support helpdesk <br />(ServiceNow) to log and manage helpdesk tickets submitted by City. Tickets can <br />be submitted by email, call, or directly signing in and submitting a ticket. City will <br />receive training on this tool and procedures. <br />The City will provide the necessary resources and protocols to ensure that <br />CherryRoad is compliant with City processes and procedures. <br />ATTY/AGR.2023/Amend.No.3/CherryRoad Technologies Inc. (CherryRoad Amendment No. 3) (Page 8 of 9)