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REV: 04-07-24 LF <br />Deliverables: Production system live, support procedures established, project closeout report. <br />2. Training Program <br />Training is included at no additional cost and covers the following: <br />Administrator Training: System configuration, user management, workflow <br />customization, report creation, and form builder usage. Up to 2 sessions (2 hours each). <br />Staff User Training: Application review, income verification, eligibility determination, <br />case management, notice generation, and appeals processing. Up to 3 sessions (2 hours <br />each). <br />Recorded Sessions: All training sessions will be recorded and provided to the City for <br />future reference and onboarding of new staff. <br />Documentation: Comprehensive user guides for each portal (Staff, Landlord, Tenant) <br />and an administrator manual. <br />3. Ongoing Services (Included in Annual Subscription) <br />Regular software updates and security patches <br />Business hours technical support (see Exhibit G) <br />System monitoring and performance optimization <br />AMI/FMR data update assistance <br />Ordinance change configuration support (minor adjustments) <br />Annual system review and optimization consultation <br />4. Provider Staffing <br />A dedicated senior implementation specialist will serve as the City's single point of contact <br />throughout the implementation. Weekly status meetings will be held to ensure transparency <br />and early identification of any issues. The implementation team includes project management, <br />software configuration, quality assurance, and training specialists. <br />ATTY/AGR.2026.096/TBD (Relocation Assistance Software) (Page 20 of 33)