Laserfiche WebLink
MANAGED SERVICE <br />SERVICES AND DELIVERABLES <br />The following is a statement of work to provide managed support for the Lawson application at City of Santa Ana. <br />Scope Outline: <br />• Technical support for the Lawson and related applications <br />• Functional support for the Lawson and related applications <br />Description of Service: <br />Lawson Support Services: <br />• Manage day to day Infer Lawson support activities: <br />o Break fix and troubleshooting support <br />o Infer user provisioning <br />o Monitoring and maintenance of scheduled jobs <br />o Batch job and report maintenance <br />• Infer Process Automation (IPA) Design/Development/Support <br />• LBI Support and maintenance <br />• Custom Modification Management and Support <br />• COBOL customization support <br />• Infer cloud triage <br />• Coordination of Infer update sets and CUs <br />• Ming.le / Portal configuration and support <br />• Maintenance of security roles and classes <br />• Third party integrations with Infor applications (MHC, Kronos... I <br />• Review current business and system administration processes: <br />o Identify and propose system process improvement opportunities <br />o Implementsystem process changes for greater efficiency <br />o Identify business process improvement opportunities <br />o Identify training opportunities <br />• General how-to support <br />• Monthly HealthChecks of the Lawson Applicatoin Servers <br />• On demand knowledge transfer <br />• Create and maintain technical and procedural documentation <br />Apply MSPs and ESPs <br />What is Not Covered <br />a. Nogalis does not provide hardware or network support. Our support staff will work with your team to <br />determine how such issues are affecting Lawson and test their resolution. But the resolution of Hardware <br />or VM related issues is not covered within this agreement. <br />C. Enhancements are defined as any request that requires us to gather new requirements. Enhancements are <br />not covered by this agreement. However, your discounted service rate applies to all enhancements and <br />other projects. <br />Overage <br />The base monthly Service hours are determined during the first 90 days of managed service, After the 90-day period, the <br />number of monthly base hours is determined for Managed Services and any additional hours are considered "Overage". Overage <br />continues the same service at an increased rate. Client can increase the base set of hours at any time. Any increase in base set <br />