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APPENDIX B-CHERRYROAD POST PRODUCTION SUPPORT MAINTENANCE AND SUPPORT <br />During the 003 Operations & Maintenance (O&M) Plan deliverable the support process will <br />be defined. As part of this agreement CherryRoad will provide 100 hours of Post Production <br />Support to the City. The City has the option of utilizing that support as they see fit for <br />incident, request, or update/ patching related support. In the event the City encounters an <br />issue that requires a Service Request (SR) to be opened with Oracle the City has the option <br />to utilize CherryRoad to open the SR on their behalf and monitor or to handle this process <br />on their own. The overall process of working with Oracle will be reviewed during the project <br />and outlined in the O&M Plan but the City will ultimately maintain a direct relationship with <br />Oracle as it relates to the SR lifecycle. <br />