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Number: F09 <br />Name: Complete Production Support <br />Stage: 3 - Implement & Support <br />I Track: 2 - Functional <br />Type: Milestone <br />Description: Following the D07 Production System Go Live, the CherryRoad project team will provide <br />thirty (30) days of production support to the City for Phase 1 (ERP -Financials), thirty (30) days for Phase 2 <br />(HCM), and thirty (30) days for Phase 3 (Extended HCM). <br />CherryRoad has agreed to provide thirty (30) days of post go -live Production Support for each Project <br />Phase. Depending on the business needs of the City and the actual need for such Production Support in <br />each Project Phase, the City has requested Flexibility on how the Production Support resources will be <br />scheduled and delivered. CherryRoad and the City will work together to create a support plan that is <br />customized to meet the those needs and CherryRoad will reasonably accommodate requests by the City to <br />shift the Production Support resources being provided by CherryRoad between Project Phases (for <br />example to 45 days for Phase 1 if it is anticipated that such Phase will have heavier support requirements <br />and Phase 3 will require fewer resources) or to event based support needs such as the first annual <br />processing of W2. Any such change in the scheduling of Production Support resources outside of the <br />established 30 day window will be subject to the availability of CherryRoad resources and will be <br />documented as a Change Order. The foregoing is intended to address the allocation of existing resources <br />that are included within the fees payable to CherryRoad and to the extent that the City requires additional <br />resources, such additional resources will be at additional cost to the City pursuant to a Change Order. <br />Sub-Deliverables/Milestones: There will be a Complete Production Support milestone for each project <br />phase, resulting in the followingsub-deliverables: <br />• F09.1 Complete Production Support -Phase 1 <br />• F09.2 Complete Production Support - Phase 2 <br />• F09.3 Complete Production Support - Phase 3 <br />Format: NA <br />Redwood City Role: The City will be responsible for completing the following tasks: <br />• Lead City production operations <br />• Participate in resolution of production issues and problems <br />• Attend remedial training as needed <br />CherryRoad Role: CherryRoad will be responsible for completing the following tasks: <br />• Support City production operations <br />• Lead resolution of production issues and problems <br />• Provide remedial training as needed <br />• Provide quick tips for Help Desk to use/distribute <br />• Keep the CherryRoad Project Team that developed and implemented the Phase in place and <br />available to the City to provide enhanced support and troubleshoot issues during the Production <br />Period. <br />Acceptance Criteria: The F09 Complete Production Support milestone is complete when: <br />1. CherryRoad has participated in the implementation support period in accordance with the staffing <br />plan <br />2. Thirty (30) days of production support to the City for Phase 1 (ERP -Financials), Thirty (30) days <br />for Phase 2 (HCM), and Thirty (30) days for Phase 3 (Extended HCM) <br />3. All issues identified by City during the production support period which substantially impact the <br />functionality identified in the PO4 Project Scope Document will be resolved. Minor issues which <br />do not have an adverse impact on business processes may be deferred by the City for resolution by <br />CherryRoad on a mutually agreed timeframe. <br />Deliverable Assumptions: <br />1. Tine resolution of production issues is a cyclical operations' process where issues are continuously <br />opened, analyzed, and resolved. Issues opened during the CherryRoad production support period <br />will be resolved by CherryRoad in order of priority. Issue prioritization will follow the standards <br />for issue management as defined by the P02 Project Management Plan deliverable. Service <br />Requests (SR's) opened with Oracle during the Production Support period will be transitioned to <br />the City if they are not resolved by the end of the Production Support period. <br />EXHIBITA APPENDIXA DELIVERABLE DEFINITIONS A -A - 16 <br />ATTY/AGR/2019.118/CHERRYROAD ERP IMPLEMENTATION SERVICES <br />REV: 05-13-19 PR Page 69 of 172 <br />