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<br />ServicePlus Support Services Agreement <br /> 10 <br />4. Provide estimates for Service Requests and work with the <br />CLIENT Contract Manager to set priorities <br />5. Work with the CLIENT Contract Manager to develop <br />release plans for Service Requests <br />6. Ensure all required authorizations have been provided <br />prior to initiating work or conducting migrations <br />7. Be responsible for adjusting the release processes if <br />necessary in order to improve quality, reliability, <br />timeliness or overall customer satisfaction with the <br />releases and documenting the revised processes <br />8. Ensure decisions, priorities and action items are properly <br />documented and communicated to the team members <br />9. Work with the CLIENT Contract Manager and the <br />Avocette Support Team to prioritize incident resolution <br />and closure <br />10. Conduct regular team meetings involving release scope, <br />scheduling and status <br />11. Reports regularly to the Avocette Account Manager <br />Subject Matter Experts / Business Analyst A primary and secondary Subject Matter Expert is assigned to <br />each ServicePlus client and is responsible for providing <br />analysis of and recommendations for resolving incidents and <br />providing analysis and design for service requests. <br />The Subject Matter Expert will: <br />1. Be responsible for understanding the business needs in <br />relation to the application <br />2. Gather requirements for enhancements or service <br />requests <br />3. Document both “as is” and “to be” to enable technical <br />team members to effectively configure the application <br />4. Liaise with CLIENT staff to understand and document <br />reporting requirements <br />5. Work with CLIENT to understand business problems in <br />relation to the application <br />6. Works with the Avocette Service Delivery Manager to <br />effectively timetable and deliver business analysis tasks <br />as part of releases or service requests <br />Database Administrator Avocette’s core team also includes a Database Administrator. <br />The Database Administrator is not assigned to the team but is <br />available as and when needed. <br />Assigned resources may hold one or more roles described above. <br /> Additional Services <br />The following table provides a list of some of the services that are available.