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of hours shall stay in affect for 6 months. The minimum base momhly hours is 40 hours. The base monthly hours do not carry over to following months. The first 90 days are billed at the MSP hourly rate which is a reduced rate. Prerequisites 1) The solution options presented are based on the completion of the Nogalis onboarding process which includes: a) Infrastructure Layout Documentation b) Change Control Procedures and organization orientation c) Interface repository and support ownership d) Onboarding setup and Staffing The onboarding will be completed during your first month of engagement billed as project hours. Onboarding is meant to educate and familiarize Nogalis staff with client specific processes, applications, interfaces, and custom zations. Proposed Work Plan The table below summarizes the proposed work plan. We view this as a starting place that we can review and adjust as needed. Service Summery Remote Lawson Support Three (3) assigned Lawson resources available via remote connection 24/7 Additional Resources All Nogalis MSP staff is available to client as needed when the volume of work exceeds the assigned resources. All development, upgrade, and other projects including project management is included in the managed service offering. How remote work is performed: Our staff has been managing Lawson for many clients for several years via remote connection. We pride ourselves in our ability to respond quickly, anticipate user needs, and resolve issues expeditiously. Below are some of the highlights of how we deliver our services via remote connection: How to reach Nogalis remote support: Our support staff can be reached via, Phone, Email, or online ticket submission through JIRA 24/7/365. No specific way is preferred, and all three methods result in the same level of support. How Nogalis approaches operation/user support: Our consultants are always monitoring your systems and JIRA for possible actions that need to be taken. When an issue is registered, our approach is as follows: o Assign ownership internally to a specific person o Validate the issue is a valid issue o Begin working on issue resolution o Contact reporting user if necessary, immediately o Use WebEx to validate assumptions as soon as possible to ensure the issue can be replicated o Open a ticket with Infor if the issue is not readily resolved in case it ends up requiring the vendor involvement. We find that getting the ticket in the queue early on can be helpful in expediting issues. o Open issues are escalated internally based depending on agreed upon SLAB o In case of critical production issues, a WebEx session is started immediately, and all involved parties are invited to join in an "all -hands -on -deck" manner. o Root cause analysis is performed for all issues that warrant it. Pricing Standard Rates: Item Description Hourly Rate MSP Managedd Support (4o hours monthly base) $155.00 Overage ManageSupport Overage $175.00 Project I Project Hours $175.00 Onboardin Costs: Item I Description Fixed Cost