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Docu Sign Envelope ID: 12A36A20-ADDO-44FC-AE.18-36EE08EF3ED9 <br />Exhibit A <br />MANAGED SERVICE <br />SERVICES AND DLLIVERAALI?$ <br />I lie following is a statement of work to provide managed support for the Lawson application at City of Santa Ana_ This <br />Statement of Work ("SOW") is dated as of April 6"', 2021 ("Lffecuve Date") is between Nogalis, Ina, a California corporation <br />with its principal office at 4540 Campus Drive, Newport Beach, California 92660 (-Nogalis') and City of Santa Ana along <br />with its subsidiaries and affiliates ("CLIENT"). This SOW is subject to and hereby incorporates the terms and conditions of a <br />Services Agreement ("Agreement") between the two parties. <br />Scopc Outliner: <br />• Technteal support for the Lawson and related applications <br />• Rmetional support for the Lawson and related applications <br />Description of Service: <br />Lawson Support Services: <br />• Manage day to day Infor Lawson support activities: <br />Break fix and troubleshooting support <br />Infor user provisioning <br />Monitoring and maintenance of scheduled Jobs <br />Batch job and report maintenance <br />• Functional application support <br />• Infor Process Automation (IPA) Support <br />• LBI Support and maintenance <br />• Custon) Modification Management and Support <br />• COBOL customisation support <br />• Coordination of Infor 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 (MIR', Kronor__) <br />• Review current business and system administration processes <br />o Identify and propose system process improvement opportunities <br />Implement system process changes for greater efficiency <br />o Identity business process improvement opportunities <br />Identify training opportunities <br />• General how-to support <br />• Monthly IlealthChecks of the Lawson Application 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 />3- 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 FIardware <br />or VM related issues is not covered within this agreement. <br />Overage <br />The minimum base monthly hours is 40 hours. Any additional hours are considered "Overafie". Overage continues the scene <br />serviceman increased rate. Client can increase the base set of hours at any time. Any increase in base Set of hours shall stay in <br />affect for 6 months. 'rhe base monthly hours do not carry over to following unonths. <br />City Council 18 — 13 4/6/2021 <br />