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Docu Sign Envelope ID: 12A36A20-ADDO-44FC-AE.18-36EE08EF3ED9 <br />Proposed Work Plan <br />The table below summarizes the proposed work plan. We view this as a stating place that we can review and adjust as needed. <br />Service <br />Summer <br />Remote Lawson Support <br />Three 3 assigned Lawson resources available via remote connection 24/7 <br />Additional Resources <br />All Noaahs MSP staff is available to client as needed when the volume of <br />work exceeds the assigned resources. All development, upgrade, and other <br />projects including project management is included in the managed service <br />offermR. <br />How remote work is performed: Our staff has been managing Lawson for many clients for several years via remote <br />connection. We pride ourselves in our ability to respond quickly. anticipate user needs. andresolve issues expeditiously. Below <br />are some of the highlights of how we deliver- our services via remote connection: <br />How to reach Nogalis remote support: Our support staff can be reached via. Phone, rinail. or online ticket submission through <br />JJRA 24/7/365. No specific way is preferred, and all three methods result in the sane level of support. <br />How Nogalis approaches operation/user support: Our consultants are always monitoring your systems and JIRA forpossible <br />actions that need to be taken. When an issue is registered, our approach is as follows: <br />.: Assign ownership internally to a specif is parson <br />Validate the issue is a valid issue <br />o Begin working on issue resolution <br />o Contact reporting user if necessary, immediately <br />o Use WebEx to validate assumptions as soon as possible to ensure the issue can be i-cpheawd <br />Open a ticket with Infor if the issue is not readily resolved in case it ends up requiring the vendor <br />involvement. We find that getting the ticket in the queue early on can be helpful in expediting issues. <br />o Open issues are escalated unernally based depending on agreed upon SLAB <br />In case of critical production issues, a WebF.x session is started immediately, and all involved parties are <br />invited to join man "all -hands -on -deck" marnier_ <br />o Root cause analysis is performed for all issues that warrant it. <br />Project Work <br />Projects are defined as work for hire that require the, development of net new functionality in a new or existing, application. <br />Projects arc differentiated from daily support in that a project requires gathering requirements for net new functionality. <br />Projects are coveted by this Statement of Work and are each tracked and approved on an individual statement of work. <br />Project rates are negotiated on this statement of work as shown in the "Pricing" section below. All project work is done on a <br />time and materials basis unlcss otherwise statcd within the project SOW. <br />Pricing <br />Standard Rates: <br />Item <br />MSP.......... <br />Dcscription______..._.____________________...___.________________________________Honrly,R<ue,___. <br />MrnagedSupport 40hours monthly base <br />$t55.00 <br />Overate <br />Mana .ed Support Overa e <br />$175.00 <br />Pro ect <br />Pro ect Hours <br />3175.00 <br />City Council 18 — 14 4/6/2021 <br />