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Servicel'lus Supporl Services Agreernenl <br />Avocei e <br />°......,141M,I <br />Figure 2: Procedure for Maintenance, Enhancement and Operational Requests <br />'.... 1A The CLIENT point -of -contact creates the initial service request by <br />CI IFNT <br />documenting the specific request and sending this to the Avocette's <br />application <br />Service Desk by sending an email. A template is used to document the <br />point -of - <br />Service Request. <br />contact <br />This will be logged if not already initiated as a service request and <br />assigned to the service delivery manager to assess. <br />1.2 The Service Delivery Manager will coordinate the team to assess the <br />Avocette <br />Service Request, complete the request with impacts and estimates, and <br />Support Team <br />''.... return the service request to CLIENT for approval. The development of <br />the service request may involve collaboration between CLIENT and <br />Avocetle to ensure the requirements are understood and impacts <br />accurately accounted for. <br />CLIENT will review and approve the Service Request. <br />CLIENT <br />1.3 The service delivery manager will then schedule the work to be <br />Avocette <br />completed based on the agreed timeline expectations in the service <br />Support Team <br />request. <br />1A The service request is executed and the deliverables provided to <br />Avocette <br />CLIENT. <br />Support <br />Team <br />1.5 CLIENT will review the deliverables and complete any necessary user <br />CLIENT <br />acceptance testing before giving the approval to proceed to production or <br />accept the deliverable. <br />Service Requests must be approved and signed by the CLIENT Contract Manager and Avocette's Client <br />Manager before any work proceeds. <br />City Council 22 - 105 6115/2021 <br />